From ocraig at stillsecure.com  Sun Apr  1 14:12:54 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Sun, 01 Apr 2007 12:12:54 -0600
Subject: [rt-users] Sorting on Custom Fields
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC02E98AD7@mtn-exch1.sumtotalsystems.com>
References: <200703281056.31274.scott@4th.com>
	<589c94400703281022g1c2ab5dakd4b0de3532cabf7c@mail.gmail.com>
	<1AC37FBEF7856646AC61A9F285BC14CC02E98AD7@mtn-exch1.sumtotalsystems.com>
Message-ID: <1175451174.22223.31.camel@localhost.localdomain>

On Wed, 2007-03-28 at 10:30 -0700, Jeff Stark wrote:
> I have read in many places that there is a patch for the issue
> regarding
> sorting on custom fields.  However, I am unable to find this patch.
> Can
> someone please point me in the right direction?
> 

It's apparently a problem with DBIx::SearchBuilder, and as far as I know
there isn't a patch. (Torsten Brumm had some success with Oracle and/or
Postgres, but I wasn't able to replicate his results with MySQL.)

I am also eagerly awaiting this fix, since right now I can't present
saved searches as a reporting solution for my execs. 

-- 
/Ole Craig
Security Engineer
Team lead, customer support

ocraig at stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 fax

www.stillsecure.com



From taan at cryologic.com  Sun Apr  1 20:21:19 2007
From: taan at cryologic.com (Taan Lindemans)
Date: Mon, 02 Apr 2007 10:21:19 +1000
Subject: [rt-users] Scrips and Reminders
In-Reply-To: <1175259230.4013.115.camel@mlap>
References: <460C5B73.6080406@cryologic.com> <1175259230.4013.115.camel@mlap>
Message-ID: <46104C7F.9070605@cryologic.com>

Matthew Keller wrote:
> What scrip trips on reminders?

I have an "On Resolve notify AdminCCs" scrip. And I have AdminCCs 
assigned to a queue which are notified when a Reminder is closed.

Taan


From torsten.brumm at Kuehne-Nagel.com  Sun Apr  1 22:34:21 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 2 Apr 2007 04:34:21 +0200
Subject: AW: Re: [rt-users] Sorting on Custom Fields
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394314200@w3hamboex11.ger.win.int.kn>

Hi jeff and ole,

I had success with mysql, there was a path some months ago from jesse posted to the mailling list, search the mailling list it was for 3.61 and so far I remember, its in place since 3.62. But I'm not sure at this moment what the path has patched, can help you earliest end of the week, laying on the beach this week.

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: Jeff Stark <JStark at sumtotalsystems.com>
CC: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Sun Apr 01 20:12:54 2007
Subject: Re: [rt-users] Sorting on Custom Fields

On Wed, 2007-03-28 at 10:30 -0700, Jeff Stark wrote:
> I have read in many places that there is a patch for the issue
> regarding
> sorting on custom fields.  However, I am unable to find this patch.
> Can
> someone please point me in the right direction?
> 

It's apparently a problem with DBIx::SearchBuilder, and as far as I know
there isn't a patch. (Torsten Brumm had some success with Oracle and/or
Postgres, but I wasn't able to replicate his results with MySQL.)

I am also eagerly awaiting this fix, since right now I can't present
saved searches as a reporting solution for my execs. 

-- 
/Ole Craig
Security Engineer
Team lead, customer support

ocraig at stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 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
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From mjosborne1 at gmail.com  Mon Apr  2 03:24:57 2007
From: mjosborne1 at gmail.com (Michael Osborne)
Date: Mon, 2 Apr 2007 17:24:57 +1000
Subject: [rt-users] Ticket Custom Fields
Message-ID: <e3223f670704020024k49662d08q407f3581f27adfe4@mail.gmail.com>

Greetings fellow RT lovers,
I have been dabbling with various methods within Queue Templates to
duplicate a parent ticket's custom fields.
I notice that this bit of code works (stolen from the Good Book - RT
Essentials) to get the custom field values as Content:
---cut---
Content:
{
  my $OUT;
  my $ticket = $Tickets{'TOP'};
  $cfs = $ticket->QueueObj->TicketCustomFields();
  while ( my $cf = $cfs->Next )
  {
     my $Values = $ticket->CustomFieldValues($cf->Id());
     $OUT .= "CustomField-" . $cf->Name .": ";
     while( my $Value = $Values->Next()) {
       $OUT .= $Value->Content . " ";
     }
  }
  $OUT;
}
ENDOFCONTENT
---cut---

But does not populate the custom fields in the child ticket if placed above
the Content tag.
Which is puzzling, because you should end up with someting like this, when
the child is created:
CustomField-Scope: IBM AIX migration
CustomField-Systems Affected: qmlxxxdev
CustomField-Programs Affected: All perl scripts

Any clues?
-- 
Michael Osborne
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From timothy-flynn at uiowa.edu  Mon Apr  2 09:19:58 2007
From: timothy-flynn at uiowa.edu (Flynn, Timothy J)
Date: Mon, 2 Apr 2007 08:19:58 -0500
Subject: [rt-users] Depended on by vs. Parent
Message-ID: <C23E12FF8891C34D9FB5BF6B958D973A016EB27C@HC-MAIL11.healthcare.uiowa.edu>


What is the difference between "depended on by" vs. parent?

Thanks,

-Tim
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From jose.junior at mds.gov.br  Mon Apr  2 09:46:15 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Mon, 02 Apr 2007 10:46:15 -0300
Subject: [rt-users] Time Worked showing in minutes only
Message-ID: <46110927.2080609@mds.gov.br>

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

Hello, I'm using RT 3.6.1 and when I set the "time worked" to 'hours'
and submit the comment, the comment always shows '<number> min' on the
worked time, without any conversion (like, 2 hours = 120 minutes).


We translated
almost all RT interface and "hours" in the dropdown is currently in my
native language, but I suppose that this is not the cause...

Any help is welcome.

[]s
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.6 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFGEQknv0TDyic/J4kRAkUrAKChSk3vkaJUEclMgoy/N2Ngqehn0gCguMmq
one+aPC5/4Aqu1duVYNIzWM=
=IUTu
-----END PGP SIGNATURE-----



From JStark at sumtotalsystems.com  Mon Apr  2 12:06:12 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Mon, 2 Apr 2007 09:06:12 -0700
Subject: [rt-users] Sorting on Custom Fields
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394314200@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB0394314200@w3hamboex11.ger.win.int.kn>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC02F63CC0@mtn-exch1.sumtotalsystems.com>

I have searched everywhere for this patch, I have only come across a
patch for sorting of the custom fields when being displayed on forms,
not for sorting data in reports.
 
I too am on MySQL now, but will be moving to Oracle.  Torsten, can you
provide your patch for Oracle?  I am not able to find this anywhere.
 
Thanks,
 
 
Jeff Stark, Sr Systems Administrator      
SumTotal Systems, Inc. (Nasdaq; SUMT)                       


OFFICE    +1 919 326 7548
MOBILE  +1 919 622 0418

EMAIL     jstark at sumtotalsystems.com
<blocked::mailto:jstark at sumtotalsystems.com> 

 
 

________________________________

From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] 
Sent: Sunday, April 01, 2007 10:34 PM
To: ocraig at stillsecure.com; Jeff Stark
Cc: rt-users at lists.bestpractical.com
Subject: AW: Re: [rt-users] Sorting on Custom Fields



Hi jeff and ole,

I had success with mysql, there was a path some months ago from jesse
posted to the mailling list, search the mailling list it was for 3.61
and so far I remember, its in place since 3.62. But I'm not sure at this
moment what the path has patched, can help you earliest end of the week,
laying on the beach this week.

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
<rt-users-bounces at lists.bestpractical.com>
To: Jeff Stark <JStark at sumtotalsystems.com>
CC: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Sun Apr 01 20:12:54 2007
Subject: Re: [rt-users] Sorting on Custom Fields

On Wed, 2007-03-28 at 10:30 -0700, Jeff Stark wrote:
> I have read in many places that there is a patch for the issue
> regarding
> sorting on custom fields.  However, I am unable to find this patch.
> Can
> someone please point me in the right direction?
>

It's apparently a problem with DBIx::SearchBuilder, and as far as I know
there isn't a patch. (Torsten Brumm had some success with Oracle and/or
Postgres, but I wasn't able to replicate his results with MySQL.)

I am also eagerly awaiting this fix, since right now I can't present
saved searches as a reporting solution for my execs.

--
/Ole Craig
Security Engineer
Team lead, customer support

ocraig at stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 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


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From torsten.brumm at Kuehne-Nagel.com  Mon Apr  2 12:26:26 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 2 Apr 2007 18:26:26 +0200
Subject: AW: RE: Re: [rt-users] Sorting on Custom Fields
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394314206@w3hamboex11.ger.win.int.kn>

Hi jeff,

I didn't wrote a patch for oracle, we are using mysql.

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: Ham MI-ID, Torsten Brumm; ocraig at stillsecure.com <ocraig at stillsecure.com>
CC: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Mon Apr 02 18:06:12 2007
Subject: RE: Re: [rt-users] Sorting on Custom Fields

I have searched everywhere for this patch, I have only come across a patch for sorting of the custom fields when being displayed on forms, not for sorting data in reports.
 
I too am on MySQL now, but will be moving to Oracle.  Torsten, can you provide your patch for Oracle?  I am not able to find this anywhere.
 
Thanks,
 
 
Jeff Stark, Sr Systems Administrator      
SumTotal Systems, Inc. (Nasdaq; SUMT)                       


OFFICE    +1 919 326 7548
MOBILE  +1 919 622 0418

EMAIL     jstark at sumtotalsystems.com <blocked::mailto:jstark at sumtotalsystems.com> 

 
 

________________________________

From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] 
Sent: Sunday, April 01, 2007 10:34 PM
To: ocraig at stillsecure.com; Jeff Stark
Cc: rt-users at lists.bestpractical.com
Subject: AW: Re: [rt-users] Sorting on Custom Fields



Hi jeff and ole,

I had success with mysql, there was a path some months ago from jesse posted to the mailling list, search the mailling list it was for 3.61 and so far I remember, its in place since 3.62. But I'm not sure at this moment what the path has patched, can help you earliest end of the week, laying on the beach this week.

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: Jeff Stark <JStark at sumtotalsystems.com>
CC: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Sun Apr 01 20:12:54 2007
Subject: Re: [rt-users] Sorting on Custom Fields

On Wed, 2007-03-28 at 10:30 -0700, Jeff Stark wrote:
> I have read in many places that there is a patch for the issue
> regarding
> sorting on custom fields.  However, I am unable to find this patch.
> Can
> someone please point me in the right direction?
>

It's apparently a problem with DBIx::SearchBuilder, and as far as I know
there isn't a patch. (Torsten Brumm had some success with Oracle and/or
Postgres, but I wasn't able to replicate his results with MySQL.)

I am also eagerly awaiting this fix, since right now I can't present
saved searches as a reporting solution for my execs.

--
/Ole Craig
Security Engineer
Team lead, customer support

ocraig at stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 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


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From KFCrocker at lbl.gov  Mon Apr  2 13:10:46 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 02 Apr 2007 10:10:46 -0700
Subject: [rt-users] LoadSavedSearches right and Customize RT at a glance
	"Available" queries
In-Reply-To: <BAY118-W12BE9BD9A01BD52692D556B1630@phx.gbl>
References: <BAY118-W12BE9BD9A01BD52692D556B1630@phx.gbl>
Message-ID: <46113916.9040800@lbl.gov>

Jared,


	Is there someone that exists in both groups? If so, that person could 
save the search from one Queue as a personal search and then get into 
the other Queue for the other group and load that personnaly saved 
search and save it again under a different title as a Queue saved 
search? Try that.


Kenn
LBNL

Jared Hanks wrote:
> Hello,
>  
> I'm apart of Group1 and have saved a search.  I want users in Group2 to 
> be able to load this saved search and add it to their "Customize RT at a 
> glance", but I'm unable to get it to work.  Users can't see the Group1's 
> saved searches in the search builder and aren't able to see them in the 
> "Available" column in Customize RT at a glance.
>  
> I have the CreateSavedSearch, 
> EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted to 
> privileged users, so shouldn't I just need to go to Group1 and grant 
> Group2 the ShowSavedSearch right?  This seems like this should do it, 
> but it doesn't.
> 
> Any help is appreciated.
>  
> Thanks,
> Jared
> 
> ------------------------------------------------------------------------
> Live Search Maps ? find all the local information you need, right when 
> you need it. Find it! <http://maps.live.com/?icid=wlmtag2&FORM=MGAC01>
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 sven.sternberger at desy.de  Mon Apr  2 13:13:20 2007
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Mon, 02 Apr 2007 19:13:20 +0200
Subject: [rt-users] HowTo use rt as bugtracker??
Message-ID: <1175534000.6292.45.camel@pcx4546.desy.de>

Hi!

we try to use a RT as bugtracker, this works quite
well out of the box.

But a bug page for anonymous user is missing. 
The page should give a simple search interface to find
bugs already entered in one defined queue.
But even the the SelfService page require a login,
and don't give you a search field.

So if somebody has a template
to achieve the mentioned requirements.
it would be very helpful.

regards!

sven




From theillien at yahoo.com  Mon Apr  2 13:16:45 2007
From: theillien at yahoo.com (Mathew)
Date: Mon, 02 Apr 2007 13:16:45 -0400
Subject: [rt-users] FirstCustomFieldValue
In-Reply-To: <460F0913.2010001@yahoo.com>
References: <460F0913.2010001@yahoo.com>
Message-ID: <46113A7D.2000601@yahoo.com>

Can anyone help me with this?  I need to be able to separate users based
on the value set in a custom field attached to Users but
FirstCustomFieldValue doesn't work on user objects.  At least, that's
what it's telling me.

Mathew

Mathew Snyder wrote:
> Is the FirstCustomFieldValue method something which can be applied all objects
> (users, tickets, transactions, etc)?
> 
> I would like to build two hashes based on a CF value for each user and just need
> to know if that method does the same thing as I've already used it for on ticket
> objects.
> 
> Mathew
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 


From ruslan.zakirov at gmail.com  Mon Apr  2 15:16:50 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 2 Apr 2007 23:16:50 +0400
Subject: [rt-users] [ANNOUNCE] A new faster shredder machine available
Message-ID: <589c94400704021216v47e7f739ga2dfe68dc39c2b23@mail.gmail.com>

Designer of the tool (me :) is really sorry and want to apologize.  He
made a really stupid mistake, so shredder was deleting your e-docs,
but also was scanning all ticket records in your DB. So shredder 0.05
is very slow and you really want to upgrade.  ..

I want said thanks to Philip and Konstantin for keep bugging me and
providing really-really valuable debug information. They did all
required legwork and provided mysql's slow logs, results from
Devel::DProf. So I had statistics from production servers to *add
info* about indexes to shredder's docs, use `perldoc
lib/RTx/Shredder.pm` to get to them.

Download the new release from the closest CPAN mirror soon...

Change log:
    * fix: in the previouse version a regression was introduced
           that caused terrible slowdown during tickets deletion.
    * doc: added section about database indexes


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Mon Apr  2 16:34:49 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 3 Apr 2007 00:34:49 +0400
Subject: [rt-users] FirstCustomFieldValue
In-Reply-To: <46113A7D.2000601@yahoo.com>
References: <460F0913.2010001@yahoo.com> <46113A7D.2000601@yahoo.com>
Message-ID: <589c94400704021334m5295f672pd3915bcade1b4537@mail.gmail.com>

I think it's working as it should. Prove with example that it doesn't
work or most probably developers continue ignoring this thread.

On 4/2/07, Mathew <theillien at yahoo.com> wrote:
> Can anyone help me with this?  I need to be able to separate users based
> on the value set in a custom field attached to Users but
> FirstCustomFieldValue doesn't work on user objects.  At least, that's
> what it's telling me.
>
> Mathew
>
> Mathew Snyder wrote:
> > Is the FirstCustomFieldValue method something which can be applied all objects
> > (users, tickets, transactions, etc)?
> >
> > I would like to build two hashes based on a CF value for each user and just need
> > to know if that method does the same thing as I've already used it for on ticket
> > objects.
> >
> > Mathew
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jmhanks1373 at hotmail.com  Mon Apr  2 18:08:33 2007
From: jmhanks1373 at hotmail.com (Jared Hanks)
Date: Mon, 2 Apr 2007 15:08:33 -0700
Subject: [rt-users] LoadSavedSearches right and Customize RT at a glance
	"Available" queries
Message-ID: <BAY118-W18198BAC7DBA1128C89E3DB1600@phx.gbl>

I ended up putting my self in both groups and creating/saving the searches in each queue.  I just thought there might be something I could do with the rights.

> Date: Mon, 2 Apr 2007 10:10:46 -0700> From: KFCrocker at lbl.gov> To: jmhanks1373 at hotmail.com> CC: rt-users at lists.bestpractical.com> Subject: Re: [rt-users] LoadSavedSearches right and Customize RT at a glance "Available" queries> > Jared,> > > Is there someone that exists in both groups? If so, that person could > save the search from one Queue as a personal search and then get into > the other Queue for the other group and load that personnaly saved > search and save it again under a different title as a Queue saved > search? Try that.> > > Kenn> LBNL> > Jared Hanks wrote:> > Hello,> > > > I'm apart of Group1 and have saved a search. I want users in Group2 to > > be able to load this saved search and add it to their "Customize RT at a > > glance", but I'm unable to get it to work. Users can't see the Group1's > > saved searches in the search builder and aren't able to see them in the > > "Available" column in Customize RT at a glance.> > > > I have the CreateSavedSearch, > > EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted to > > privileged users, so shouldn't I just need to go to Group1 and grant > > Group2 the ShowSavedSearch right? This seems like this should do it, > > but it doesn't.> > > > Any help is appreciated.> > > > Thanks,> > Jared> > > > ------------------------------------------------------------------------> > Live Search Maps ? find all the local information you need, right when > > you need it. Find it! <http://maps.live.com/?icid=wlmtag2&FORM=MGAC01>> > > > > > ------------------------------------------------------------------------> > > > _______________________________________________> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users> > > > Community help: http://wiki.bestpractical.com> > Commercial support: sales at bestpractical.com> > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com
_________________________________________________________________
It?s tax season, make sure to follow these few simple tips 
http://articles.moneycentral.msn.com/Taxes/PreparationTips/PreparationTips.aspx?icid=WLMartagline
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From KFCrocker at lbl.gov  Mon Apr  2 18:51:12 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 02 Apr 2007 15:51:12 -0700
Subject: [rt-users] LoadSavedSearches right and Customize RT at a glance
	"Available" queries
In-Reply-To: <BAY118-W18198BAC7DBA1128C89E3DB1600@phx.gbl>
References: <BAY118-W18198BAC7DBA1128C89E3DB1600@phx.gbl>
Message-ID: <461188E0.3070801@lbl.gov>

Jared,


	Unless both groups have update, etc. privileges in both Queues, I think 
you'll just have to do it the long way around.

Ken
LBNL

Jared Hanks wrote:
> I ended up putting my self in both groups and creating/saving the 
> searches in each queue.  I just thought there might be something I could 
> do with the rights.
> 
> 
> 
> ------------------------------------------------------------------------
>  > Date: Mon, 2 Apr 2007 10:10:46 -0700
>  > From: KFCrocker at lbl.gov
>  > To: jmhanks1373 at hotmail.com
>  > CC: rt-users at lists.bestpractical.com
>  > Subject: Re: [rt-users] LoadSavedSearches right and Customize RT at a 
> glance "Available" queries
>  >
>  > Jared,
>  >
>  >
>  > Is there someone that exists in both groups? If so, that person could
>  > save the search from one Queue as a personal search and then get into
>  > the other Queue for the other group and load that personnaly saved
>  > search and save it again under a different title as a Queue saved
>  > search? Try that.
>  >
>  >
>  > Kenn
>  > LBNL
>  >
>  > Jared Hanks wrote:
>  > > Hello,
>  > >
>  > > I'm apart of Group1 and have saved a search. I want users in Group2 to
>  > > be able to load this saved search and add it to their "Customize RT 
> at a
>  > > glance", but I'm unable to get it to work. Users can't see the 
> Group1's
>  > > saved searches in the search builder and aren't able to see them in 
> the
>  > > "Available" column in Customize RT at a glance.
>  > >
>  > > I have the CreateSavedSearch,
>  > > EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted to
>  > > privileged users, so shouldn't I just need to go to Group1 and grant
>  > > Group2 the ShowSavedSearch right? This seems like this should do it,
>  > > but it doesn't.
>  > >
>  > > Any help is appreciated.
>  > >
>  > > Thanks,
>  > > Jared
>  > >
>  > > 
> ------------------------------------------------------------------------
>  > > Live Search Maps ? find all the local information you need, right when
>  > > you need it. Find it! <http://maps.live.com/?icid=wlmtag2&FORM=MGAC01>
>  > >
>  > >
>  > > 
> ------------------------------------------------------------------------
>  > >
>  > > _______________________________________________
>  > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  > >
>  > > Community help: http://wiki.bestpractical.com
>  > > Commercial support: sales at bestpractical.com
>  > >
>  > >
>  > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  > > Buy a copy at http://rtbook.bestpractical.com
> 
> ------------------------------------------------------------------------
> It?s tax season, make sure to follow these few simple tips Check it out! 
> <http://articles.moneycentral.msn.com/Taxes/PreparationTips/PreparationTips.aspx?icid=WLMartagline>
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 theillien at yahoo.com  Mon Apr  2 18:52:44 2007
From: theillien at yahoo.com (Mathew)
Date: Mon, 02 Apr 2007 18:52:44 -0400
Subject: [rt-users] FirstCustomFieldValue
In-Reply-To: <589c94400704021334m5295f672pd3915bcade1b4537@mail.gmail.com>
References: <460F0913.2010001@yahoo.com> <46113A7D.2000601@yahoo.com>
	<589c94400704021334m5295f672pd3915bcade1b4537@mail.gmail.com>
Message-ID: <4611893C.9000807@yahoo.com>

I can understand that it isn't working as it should.  Assuming that by
"working as it should" you mean not able to be used on User objects.
That being the case, I would like help figuring out how to get the value
from a "user" CF.

Mathew

Ruslan Zakirov wrote:
> I think it's working as it should. Prove with example that it doesn't
> work or most probably developers continue ignoring this thread.
> 
> On 4/2/07, Mathew <theillien at yahoo.com> wrote:
>> Can anyone help me with this?  I need to be able to separate users based
>> on the value set in a custom field attached to Users but
>> FirstCustomFieldValue doesn't work on user objects.  At least, that's
>> what it's telling me.
>>
>> Mathew
>>
>> Mathew Snyder wrote:
>> > Is the FirstCustomFieldValue method something which can be applied
>> all objects
>> > (users, tickets, transactions, etc)?
>> >
>> > I would like to build two hashes based on a CF value for each user
>> and just need
>> > to know if that method does the same thing as I've already used it
>> for on ticket
>> > objects.
>> >
>> > Mathew
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>> >
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 Apr  2 18:54:18 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 3 Apr 2007 07:54:18 +0900
Subject: [rt-users] RT 3.6.3 Default RT at a glance problem
In-Reply-To: <c405341b0703291110l425a6490g30b5d775581db2df@mail.gmail.com>
References: <c405341b0703291110l425a6490g30b5d775581db2df@mail.gmail.com>
Message-ID: <9F48D3F0-95C0-41D4-AB05-D5F5FC533BF0@bestpractical.com>

You haven't run the RT 3.6 database upgrade procedure, which needs to  
be run


On Mar 30, 2007, at 3:10 AM, Nadeem Shahbaz wrote:

> Hi,
> I am using RT 3.4.5 and now installed a separate copy of RT 3.6.3 and
> trying to use it with existing database. Everything working fine other
> than default RT at a glance configuration under global configuration.
> I am getting following error instead of something useful. Any help is
> highly appreciated, thanks:
>
>
> error:  Can't call method "Content" on an undefined value at
> /usr/local/rt3.6.3-APDC/share/html/Admin/Global/MyRT.html line 50.
>
> context:  ...
> 46:  my ( $conf, $pane ) = @_;
> 47:  $default_portlets->SetContent( $conf );
> 48:  push @actions, loc( 'Global portlet [_1] saved.', $pane );
> 49:  }
> 50:  );
> 51:
> 52:  $m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_,  
> nojs => 1 )
> 53:  for @panes;
> 54:
> ...
>
> code stack:  /usr/local/rt3.6.3-APDC/share/html/Admin/Global/ 
> MyRT.html:50
> /usr/local/rt3.6.3-APDC/share/html/Admin/autohandler:47
> /usr/local/rt3.6.3-APDC/share/html/autohandler:292
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From b at aufbix.org  Tue Apr  3 04:36:12 2007
From: b at aufbix.org (Borut Mrak)
Date: Tue, 03 Apr 2007 10:36:12 +0200
Subject: [rt-users] trouble setting custom field from scrips
Message-ID: <461211FC.6080304@aufbix.org>

Hello,

I'm having a little trouble setting a custom field from a scrip.

What I'm trying to do is add some kind of notification so web interface
users see which of their tickets has unanswered customer responses.

What I have now is:

Description: WaitingFieldOnTransaction
Condition: OnTransaction
Action: User Defined
Template: Global Template: blank
Stage: Transaction Create
Custom action preparation code:

f ($trans->Type == "Comment" || $trans->Type == "Correspond") {
  return 1;
} else {
  return 0;
}

Custom action cleanup code:
my $ownerid=$self->TicketObj->Owner;
my $actorid=$self->TransactionObj->Creator;

my $cf = RT::CustomField->new( $RT::SystemUser );
$cf->LoadByName( Name => 'WaitingForOwner' );

if($ownerid eq $actorid) {
  $self->TicketObj->AddCustomFieldValue(Field => $cf, Value => 'answered');
} else {
  $self->TicketObj->AddCustomFieldValue(Field => $cf, Value => 'Waiting');
}


What happens is that in case the requestor responds, the custom field
gets set to 'Waiting', but right after that it falls back to 'answered':

Mon Apr 02 08:29:42 2007  	 RT_System - WaitingForOwner answered changed
to Waiting  	 	
Mon Apr 02 08:29:42 2007 	RT_System - WaitingForOwner Waiting changed to
answered

What could cause this? I also have a scrip that sets the status to
Waiting, but that only runs OnCreate.

thanks for any thoughts,
Borut Mrak.


From b at aufbix.org  Tue Apr  3 05:42:00 2007
From: b at aufbix.org (Borut Mrak)
Date: Tue, 03 Apr 2007 11:42:00 +0200
Subject: [rt-users] trouble setting custom field from scrips
In-Reply-To: <461211FC.6080304@aufbix.org>
References: <461211FC.6080304@aufbix.org>
Message-ID: <46122168.6090609@aufbix.org>

Borut Mrak wrote:
> What happens is that in case the requestor responds, the custom field
> gets set to 'Waiting', but right after that it falls back to
> 'answered':

My bad, it's the other way around. We display newest transactions first.
The CF gets set to answered, and then right back to Waiting.

> Mon Apr 02 08:29:42 2007  	 RT_System - WaitingForOwner answered
> changed to Waiting  	 	
> Mon Apr 02 08:29:42 2007 	RT_System - WaitingForOwner Waiting
> changed to answered

regards,
Borut Mrak.





From romansteve at gmail.com  Tue Apr  3 06:54:42 2007
From: romansteve at gmail.com (Roman Steven)
Date: Tue, 3 Apr 2007 06:54:42 -0400
Subject: [rt-users] Add message to Results
Message-ID: <552eaa670704030354k22c97dd6m808f26d6c90748bc@mail.gmail.com>

Hi,

I would like to display a message in the results section.  I believe
this has been covered, but I can't seem to find it in the wiki or by
searching the archives or my own saved messages.  Can somebody steer
me to right location?

Thanks,
Roman


From D.J.Rickard at brighton.ac.uk  Tue Apr  3 09:00:36 2007
From: D.J.Rickard at brighton.ac.uk (D.J.Rickard at brighton.ac.uk)
Date: Tue, 3 Apr 2007 14:00:36 +0100
Subject: [rt-users] Collapsed View of Ticket?
Message-ID: <2EEEB63A86187C4B9E91870B0C66AB88029D64F6@EXCHANGE1.university.brighton.ac.uk>


As a user of other systems just starting to look at RT, can someone
please point me in the right direction here?

What I want to do is make the default view of an individual ticket to
just display the transaction headers and use the [show] style of link
that you get with emails to display the transaction content.  It would
be nice to be able to switch between the standard expanded view and the
collapsed view as well.

I appreciate this will probably require local configuration, but would
appreciate a pointer or to know if anyone else has done this?

Thanks
David
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From sturner at MIT.EDU  Tue Apr  3 09:52:53 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 03 Apr 2007 09:52:53 -0400
Subject: [rt-users] LoadSavedSearches right and Customize RT at a
	glance "Available" queries
In-Reply-To: <BAY118-W12BE9BD9A01BD52692D556B1630@phx.gbl>
References: <BAY118-W12BE9BD9A01BD52692D556B1630@phx.gbl>
Message-ID: <6.2.3.4.2.20070403095101.03b96af8@po14.mit.edu>

At Friday 3/30/2007 07:28 PM, Jared Hanks wrote:
>Hello,
>
>I'm apart of Group1 and have saved a search.  I want users in Group2 
>to be able to load this saved search and add it to their "Customize 
>RT at a glance", but I'm unable to get it to work.  Users can't see 
>the Group1's saved searches in the search builder and aren't able to 
>see them in the "Available" column in Customize RT at a glance.
>
>I have the CreateSavedSearch, 
>EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted 
>to privileged users, so shouldn't I just need to go to Group1 and 
>grant Group2 the ShowSavedSearch right?  This seems like this should 
>do it, but it doesn't.
>
>Any help is appreciated.
>
>Thanks,
>Jared

Jared,

I asked a similar question last week with no reply. From looking at 
the code, I found out that you will only see searches for the groups 
you are a member of (directly or indirectly). The saved search 
related rights on a group seem not to be used for anything.

Steve 



From KFCrocker at lbl.gov  Tue Apr  3 11:38:47 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 03 Apr 2007 08:38:47 -0700
Subject: [rt-users] LoadSavedSearches right and Customize RT at a	glance
	"Available" queries
In-Reply-To: <6.2.3.4.2.20070403095101.03b96af8@po14.mit.edu>
References: <BAY118-W12BE9BD9A01BD52692D556B1630@phx.gbl>
	<6.2.3.4.2.20070403095101.03b96af8@po14.mit.edu>
Message-ID: <46127507.1020800@lbl.gov>

Stephen,


	In response to the "The saved search related rights on a group seem not 
to be used for anything." comment; The saved searches privileges for 
groups is based on the fact that the whole point of assigning group 
privileges to a Queue is because the owner of that Queue, or users, may 
not want others outside said privileged group(s) to see (possible 
critical/restricted ie. payroll) info on the tickets in that Queue. 
Hence, it was considered inappropriate to allow users outside a 
privileged group to use/save search Queries for tickets in a Queue with 
sensitive info.

Kenn
LBNL

Stephen Turner wrote:
> At Friday 3/30/2007 07:28 PM, Jared Hanks wrote:
>> Hello,
>>
>> I'm apart of Group1 and have saved a search.  I want users in Group2 
>> to be able to load this saved search and add it to their "Customize RT 
>> at a glance", but I'm unable to get it to work.  Users can't see the 
>> Group1's saved searches in the search builder and aren't able to see 
>> them in the "Available" column in Customize RT at a glance.
>>
>> I have the CreateSavedSearch, 
>> EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted to 
>> privileged users, so shouldn't I just need to go to Group1 and grant 
>> Group2 the ShowSavedSearch right?  This seems like this should do it, 
>> but it doesn't.
>>
>> Any help is appreciated.
>>
>> Thanks,
>> Jared
> 
> Jared,
> 
> I asked a similar question last week with no reply. From looking at the 
> code, I found out that you will only see searches for the groups you are 
> a member of (directly or indirectly). The saved search related rights on 
> a group seem not to be used for anything.
> 
> 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 gdunn01 at harris.com  Tue Apr  3 10:55:32 2007
From: gdunn01 at harris.com (Graham Dunn)
Date: Tue, 03 Apr 2007 10:55:32 -0400
Subject: [rt-users] Out of memory error when dumping Attachments table
Message-ID: <eutpta$2rm$1@sea.gmane.org>

I've asked this question on the mysql-users list, but there wasn't any
more information than what I've seen on google.

The problem is that I get an error when trying to use mysqldump to get a
backup of our Attachments table (all other tables will process fine)

/usr/local/bin/mysqldump: Error 5: Out of memory (Needed 14154840 bytes)
 when dumping table `Attachments` at row: 24285

mysql  Ver 12.22 Distrib 4.0.24, for portbld-freebsd5.3 (i386)
mysqldump  Ver 10.9 Distrib 4.1.12, for portbld-freebsd5.3 (i386)
and
mysqldump  Ver 9.11 Distrib 4.0.24, for portbld-freebsd5.3 (i386)

There are pages in the mysql online docs about setting variables in
/boot/loader.conf to avoid the 512MB per-process limit in FreeBSD:

seisei# more /boot/loader.conf
set console=comconsole
kern.maxdsiz="1G"
# kern.dfldsiz="751619277" # 750 MB
kern.maxssiz="134217728" # 128MB

No change after reboot.

FreeBSD seisei.cs.myharris.net 5.3-RELEASE-p9 FreeBSD 5.3-RELEASE-p9 #0:
Wed Apr 20 13:14:54 EDT 2005
root at atarashii.inscriber.local:/usr/obj/usr/src/sys/GENERIC  i386

vm.vmtotal:
System wide totals computed every five seconds: (values in kilobytes)
===============================================
Processes:              (RUNQ: 1 Disk Wait: 0 Page Wait: 0 Sleep: 58)
Virtual Memory:         (Total: 1823K, Active 1132540K)
Real Memory:            (Total: 1009492K Active 708436K)
Shared Virtual Memory:  (Total: 40948K Active: 26944K)
Shared Real Memory:     (Total: 37572K Active: 24768K)
Free Memory Pages:      48428K

I'm really grasping at straws here. Is there a way to back up the table
incrementally so that the smaller chunks don't hit the memory limit?

Thanks,
Graham



From sturner at MIT.EDU  Tue Apr  3 12:05:19 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 03 Apr 2007 12:05:19 -0400
Subject: [rt-users] LoadSavedSearches right and Customize RT at
	a	glance "Available" queries
In-Reply-To: <46127507.1020800@lbl.gov>
References: <BAY118-W12BE9BD9A01BD52692D556B1630@phx.gbl>
	<6.2.3.4.2.20070403095101.03b96af8@po14.mit.edu>
	<46127507.1020800@lbl.gov>
Message-ID: <6.2.3.4.2.20070403115754.03ba8800@po14.mit.edu>

At Tuesday 4/3/2007 11:38 AM, Kenneth Crocker wrote:
>Stephen,
>
>
>         In response to the "The saved search related rights on a 
> group seem not to be used for anything." comment; The saved 
> searches privileges for groups is based on the fact that the whole 
> point of assigning group privileges to a Queue is because the owner 
> of that Queue, or users, may not want others outside said 
> privileged group(s) to see (possible critical/restricted ie. 
> payroll) info on the tickets in that Queue. Hence, it was 
> considered inappropriate to allow users outside a privileged group 
> to use/save search Queries for tickets in a Queue with sensitive info.
>
>Kenn
>LBNL

Hello Kenn,

I'm not sure your answer addresses the question.

Supposing you would like to grant "read-only" access to your queue to 
another group of people. You'd set up a new group and grant them the 
appropriate rights to your queue. Perhaps you'd also like them to see 
and use your own group's saved searches. How would you do that? It 
would seem that granting the read-only group "ShowSavedSearches" 
rights on your own group should do the trick, but it doesn't. I'm 
still unclear on what the "ShowSavedSearches" right on a group is 
used for in RT.

Access to tickets themselves is controlled through queue & other acls 
- allowing someone to view and run a saved search doesn't allow them 
to see tickets they have no rights to.

Steve 



From gleduc at mail.sdsu.edu  Tue Apr  3 12:10:21 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 03 Apr 2007 09:10:21 -0700
Subject: [rt-users] trouble setting custom field from scrips
In-Reply-To: <46122168.6090609@aufbix.org>
References: <461211FC.6080304@aufbix.org>
 <46122168.6090609@aufbix.org>
Message-ID: <6.2.1.2.2.20070403085639.02c6ab50@mail.sdsu.edu>

Might there be another scrip that is firing right after the one you 
described?  I was experiencing that sort of behavior in a workflow chain 
until I disabled all of the global scrips.  I've found that rt.log (logging 
at debug level) and my apache logs give a lot of useful information when I 
can't figure out what is going on.  In fact, when I'm working on new scrips 
or templates, I usually have "tail -f rt.log" and "tail -f 
www/logs/error.log" running in separate windows so I can watch what happens 
as the scrips and templates run (or don't).

At 02:42 AM 4/3/2007, Borut Mrak wrote:
>Borut Mrak wrote:
> > What happens is that in case the requestor responds, the custom field
> > gets set to 'Waiting', but right after that it falls back to
> > 'answered':
>
>My bad, it's the other way around. We display newest transactions first.
>The CF gets set to answered, and then right back to Waiting.
>
> > Mon Apr 02 08:29:42 2007      RT_System - WaitingForOwner answered
> > changed to Waiting
> > Mon Apr 02 08:29:42 2007      RT_System - WaitingForOwner Waiting
> > changed to answered


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From njt at ayvali.org  Tue Apr  3 13:33:21 2007
From: njt at ayvali.org (N.J. Thomas)
Date: Tue, 3 Apr 2007 13:33:21 -0400
Subject: [rt-users] view tickets opened by a member of my group
Message-ID: <20070403173321.GO2224@ayvali.org>

hello,

How do I assign permissions such that everyone in a certain group can
view a ticket when a single member of their group opens a ticket in
some queue?

i.e., suppose I have two queues:

    AccountingQueue
    MarketingQueue

and two affiliated groups:

    AccountingGroup
    MarketingGroup

and some associated users:

    AccountingUser1
    AccountingUser2
    MarketingUser1
    MarketingUser2

If MarketingUser1 opens up a ticket in AccountingQueue, everyone in
AccountingGroup will see that ticket, in addition to MarketingUser1
(because he opened it).

But MarketingUser2 will not see this ticket, because he doesn't have
access permissions to AccountingQueue, nor did he open the ticket.

I would like for everyone in MarketingGroup to be able to view this
ticket. This is for RT 3.4.x.

thanks,
Thomas


From jlong at messiah.edu  Tue Apr  3 15:08:04 2007
From: jlong at messiah.edu (Jason Long)
Date: Tue, 03 Apr 2007 15:08:04 -0400
Subject: [rt-users] Depended on by vs. Parent
In-Reply-To: <C23E12FF8891C34D9FB5BF6B958D973A016EB27C@HC-MAIL11.healthcare.uiowa.edu>
References: <C23E12FF8891C34D9FB5BF6B958D973A016EB27C@HC-MAIL11.healthcare.uiowa.edu>
Message-ID: <4612A614.1040904@messiah.edu>

Flynn, Timothy J wrote:
 > What is the difference between "depended on by" vs. parent?
 >
 > Thanks,
 >
 > -Tim

I'm sure this is open to interpretation...

To me, "depends" / "depended on by" indicate separate tasks that must be 
performed in sequence. I.e. I have to finish the one task before the 
other task can _start_.

And "parent" / "child" indicate composition of tasks. I.e. the child 
task is "part" of the parent.  I say I have to finish the one task 
before the other task can _finish_.


My 2cents.
Jason


From pkime at Shopzilla.com  Tue Apr  3 15:10:04 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Tue, 3 Apr 2007 12:10:04 -0700
Subject: [rt-users] RE: [ANNOUNCE] A new faster shredder machine available
In-Reply-To: <20070403083647.E66634D8161@diesel.bestpractical.com>
References: <20070403083647.E66634D8161@diesel.bestpractical.com>
Message-ID: <9C0091F428E697439E7A773FFD083427A92C36@szexchange.Shopzilla.inc>

Nice work Ruslan - this version (with the index additions) reduces the
single ticket shredding time down from 5 minutes to about 7-8 seconds.

PK


From sturner at MIT.EDU  Tue Apr  3 15:19:32 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 03 Apr 2007 15:19:32 -0400
Subject: [rt-users] Depended on by vs. Parent
In-Reply-To: <4612A614.1040904@messiah.edu>
References: <C23E12FF8891C34D9FB5BF6B958D973A016EB27C@HC-MAIL11.healthcare.uiowa.edu>
	<4612A614.1040904@messiah.edu>
Message-ID: <6.2.3.4.2.20070403151743.03d0bf70@po14.mit.edu>

At Tuesday 4/3/2007 03:08 PM, Jason Long wrote:
>Flynn, Timothy J wrote:
> > What is the difference between "depended on by" vs. parent?
> >
> > Thanks,
> >
> > -Tim
>
>I'm sure this is open to interpretation...
>
>To me, "depends" / "depended on by" indicate separate tasks that 
>must be performed in sequence. I.e. I have to finish the one task 
>before the other task can _start_.
>
>And "parent" / "child" indicate composition of tasks. I.e. the child 
>task is "part" of the parent.  I say I have to finish the one task 
>before the other task can _finish_.
>
>
>My 2cents.
>Jason


I believe RT enforces the "depends on" relationship - you can't 
resolve a ticket until its dependent ticks are resolved. I don't 
think there's any such enforcement for parent/child relationships. At 
least I think that's the right way round.

Steve 



From javoskam at uwaterloo.ca  Tue Apr  3 15:32:29 2007
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Tue, 03 Apr 2007 15:32:29 -0400
Subject: [rt-users] Depended on by vs. Parent
In-Reply-To: <6.2.3.4.2.20070403151743.03d0bf70@po14.mit.edu>
References: <C23E12FF8891C34D9FB5BF6B958D973A016EB27C@HC-MAIL11.healthcare.uiowa.edu>	<4612A614.1040904@messiah.edu>
	<6.2.3.4.2.20070403151743.03d0bf70@po14.mit.edu>
Message-ID: <4612ABCD.5020303@uwaterloo.ca>

Stephen Turner wrote:
> At Tuesday 4/3/2007 03:08 PM, Jason Long wrote:
>> Flynn, Timothy J wrote:
>> > What is the difference between "depended on by" vs. parent?
>> >
>> > Thanks,
>> >
>> > -Tim
>>
>> I'm sure this is open to interpretation...
>>
>> To me, "depends" / "depended on by" indicate separate tasks that must 
>> be performed in sequence. I.e. I have to finish the one task before 
>> the other task can _start_.
>>
>> And "parent" / "child" indicate composition of tasks. I.e. the child 
>> task is "part" of the parent.  I say I have to finish the one task 
>> before the other task can _finish_.
>>
>>
>> My 2cents.
>> Jason
>
>
> I believe RT enforces the "depends on" relationship - you can't 
> resolve a ticket until its dependent ticks are resolved. I don't think 
> there's any such enforcement for parent/child relationships. At least 
> I think that's the right way round.
>
> Steve
Children can outlive their parents, but you can't finish something 
before you finish the things it depends on.

Jeff


From mikef at ack.berkeley.edu  Tue Apr  3 16:10:56 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Tue, 3 Apr 2007 13:10:56 -0700 (PDT)
Subject: [rt-users] Changing $Organization in RT_Config
Message-ID: <20070403100303.K980@malcolm.berkeley.edu>

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

I've consulted the list archives about this, but have not seen a 
definitive answer to my specific question, which is:

What are the practical consequences of changing the value of $Organization 
in the RT config?  This is separate from the question of $rtname, which I 
know about.

The comment in RT_Config says that $Organization is "used by the linking 
interface to guarantee that ticket URIs are unique and easy to construct". 
Which URIs make use of $Organization?

I'm about to upgrade from RT 3.4.5 to 3.6.3.  I've done a clean install in 
a new environment and plan to move over my existing database that's been 
running with 3.4.5.  However, for various reasons (the domain name isn't 
really appropriate any more, for one thing), if possible I'd like the 
value of $Organization to better reflect the new auspices under which this 
RT will be running.

What kind of things might break if I change the value of $Organization 
while continuing to use the same database as before (after upgrading the 
schema, of course)?

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From jose.junior at mds.gov.br  Tue Apr  3 16:26:59 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Tue, 03 Apr 2007 17:26:59 -0300
Subject: [rt-users] Time Worked showing in minutes only
In-Reply-To: <46110927.2080609@mds.gov.br>
References: <46110927.2080609@mds.gov.br>
Message-ID: <4612B893.8010401@mds.gov.br>

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

Jos? de Paula Eufr?sio J?nior wrote:
> Hello, I'm using RT 3.6.1 and when I set the "time worked" to
> 'hours' and submit the comment, the comment always shows '<number>
> min' on the worked time, without any conversion (like, 2 hours =
> 120 minutes).
Ok, I have past most of my afternoon trying to figure out this error

without success. Can anyone at least point me where the conversion
from hours to minutes takes place so I can have where to look again? I
searched the templates, the actions, the .pm stuff inside lib/ and I
can't find nothing that looks like converting data...


[]s
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From KFCrocker at lbl.gov  Tue Apr  3 16:50:44 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 03 Apr 2007 13:50:44 -0700
Subject: [rt-users] LoadSavedSearches right and Customize RT at a	glance
	"Available" queries
In-Reply-To: <6.2.3.4.2.20070403115754.03ba8800@po14.mit.edu>
References: <BAY118-W12BE9BD9A01BD52692D556B1630@phx.gbl>
	<6.2.3.4.2.20070403095101.03b96af8@po14.mit.edu>
	<46127507.1020800@lbl.gov>
	<6.2.3.4.2.20070403115754.03ba8800@po14.mit.edu>
Message-ID: <4612BE24.2050503@lbl.gov>

Stephan,


	Along with "ShowSavedSearches" you also have to grant "ModifySelf". 
Also,I was only addressing a comment made about the usefullness of the 
rights.


Kenn
LBNL

Stephen Turner wrote:
> At Tuesday 4/3/2007 11:38 AM, Kenneth Crocker wrote:
>> Stephen,
>>
>>
>>         In response to the "The saved search related rights on a group 
>> seem not to be used for anything." comment; The saved searches 
>> privileges for groups is based on the fact that the whole point of 
>> assigning group privileges to a Queue is because the owner of that 
>> Queue, or users, may not want others outside said privileged group(s) 
>> to see (possible critical/restricted ie. payroll) info on the tickets 
>> in that Queue. Hence, it was considered inappropriate to allow users 
>> outside a privileged group to use/save search Queries for tickets in a 
>> Queue with sensitive info.
>>
>> Kenn
>> LBNL
> 
> Hello Kenn,
> 
> I'm not sure your answer addresses the question.
> 
> Supposing you would like to grant "read-only" access to your queue to 
> another group of people. You'd set up a new group and grant them the 
> appropriate rights to your queue. Perhaps you'd also like them to see 
> and use your own group's saved searches. How would you do that? It would 
> seem that granting the read-only group "ShowSavedSearches" rights on 
> your own group should do the trick, but it doesn't. I'm still unclear on 
> what the "ShowSavedSearches" right on a group is used for in RT.
> 
> Access to tickets themselves is controlled through queue & other acls - 
> allowing someone to view and run a saved search doesn't allow them to 
> see tickets they have no rights to.
> 
> Steve


From gleduc at mail.sdsu.edu  Tue Apr  3 17:04:26 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 03 Apr 2007 14:04:26 -0700
Subject: [rt-users] Order of transactions
Message-ID: <6.2.1.2.2.20070403132849.02d2a988@mail.sdsu.edu>

Hi All,

I saw a post with a similar issue a while ago, but the solutions offered 
don't fit my situation.

I have 2 custom fields, IP and State.  IP is a single value text field and 
State is a single value combo box.

I'm modifying both values using the Basics tab of the Ticket screen.  I set 
IP to some value and State to some value via the pulldown menu, then click 
"Save Changes".

My expectation is that both values would be modified before any scrips are 
triggered.

However...  It appears that RT modifies State first, which fires a 
custom-condition "State Change" scrip.  IP then gets modified only after 
the scrip fires, so it is not available to a template used by the "State 
Change" scrip.  The problem is that I need the IP in order to send out an 
e-mail that makes sense.

The History display shows the State being changed, then the actions of the 
"State Change" scrip (a queue change and the e-mail), then the IP value 
being set.

Is there a way I can hold off on the "State Change" scrip until after both 
values have been changed in the Basics screen?

It's not a "scrip execution order" issue, because there's only 1 scrip 
involved.  The issue is that I need all of the updates from the web page to 
happen before any scrips are triggered.

I can work around this if I make the changes in 2 steps (change IP then 
change State), but I'm sure my users won't see the logic in doing this.

I thought about adding a condition to the "State Change" scrip that makes 
sure that IP is not null.  That would keep the e-mail from going out with a 
null IP, but then the scrip condition would not be satisfied when the IP 
value does finally gets modified.

Has anyone else conquered this issue?  Or am I missing something pretty basic?

Thanks,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From sturner at MIT.EDU  Tue Apr  3 17:06:34 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 03 Apr 2007 17:06:34 -0400
Subject: [rt-users] LoadSavedSearches right and Customize RT at 
	a	glance "Available" queries
In-Reply-To: <4612BE24.2050503@lbl.gov>
References: <BAY118-W12BE9BD9A01BD52692D556B1630@phx.gbl>
	<6.2.3.4.2.20070403095101.03b96af8@po14.mit.edu>
	<46127507.1020800@lbl.gov>
	<6.2.3.4.2.20070403115754.03ba8800@po14.mit.edu>
	<4612BE24.2050503@lbl.gov>
Message-ID: <6.2.3.4.2.20070403170418.03d26160@po14.mit.edu>

At Tuesday 4/3/2007 04:50 PM, Kenneth Crocker wrote:
>Stephan,
>
>
>         Along with "ShowSavedSearches" you also have to grant 
> "ModifySelf". Also,I was only addressing a comment made about the 
> usefullness of the rights.
>
>
>Kenn
>LBNL


But the point is that granting these rights don't affect what saved 
searches you see - in order to see a group's saved searches, you have 
to be a member of the group. Which still leaves the question "what 
are the rights used for?". IN other words, if I grant someone 
ShowSavedSearches on my group (along with ModifySelf), what does that enable?

Steve 



From lbarajas at mixbaal.com  Tue Apr  3 16:52:44 2007
From: lbarajas at mixbaal.com (Luis Barajas)
Date: Tue, 03 Apr 2007 15:52:44 -0500
Subject: [rt-users] RTFM spanish language
Message-ID: <4612BE9C.6080508@mixbaal.com>

I just installed RT and RTFM last week, and I am preparing the system to 
be used on my organization.

The problem I am facing right now is that most of my users do not speak 
english. I have no problem selecting under preferences Spanish as my 
language for every user, it works fine until I got to RTFM.

I noticed that RTFM does not have a es.po so I wrote one and place it 
under "/opt/rt3/local/po/FM/RTFM"

The result is that some things get translated but it looks like only 
those that have a peer on the RT translation files, everything else 
stays in English.

I even tried switching to French (jut to try a file that came with the 
distribution) and got the same results.

Yes, I restarted apache.

I noticed that the RT *.po files are in the following directory:
"/opt/rt3/lib/RT/I18N"

What am I missing here?

Thanks
Luis


From jesse at bestpractical.com  Tue Apr  3 18:06:25 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 4 Apr 2007 07:06:25 +0900
Subject: [rt-users] RTFM spanish language
In-Reply-To: <4612BE9C.6080508@mixbaal.com>
References: <4612BE9C.6080508@mixbaal.com>
Message-ID: <C5741CB0-BF7F-414F-92E0-8DC2014F314B@bestpractical.com>


On Apr 4, 2007, at 5:52 AM, Luis Barajas wrote:

> I just installed RT and RTFM last week, and I am preparing the  
> system to be used on my organization.
>
> The problem I am facing right now is that most of my users do not  
> speak english. I have no problem selecting under preferences  
> Spanish as my language for every user, it works fine until I got to  
> RTFM.
>
> I noticed that RTFM does not have a es.po so I wrote one and place  
> it under "/opt/rt3/local/po/FM/RTFM"

Can you send us your es.po file, sw can have a look? Maybe it's an  
issue in the po file itself.


>
> The result is that some things get translated but it looks like  
> only those that have a peer on the RT translation files, everything  
> else stays in English.
>
> I even tried switching to French (jut to try a file that came with  
> the distribution) and got the same results.
>
> Yes, I restarted apache.
>
> I noticed that the RT *.po files are in the following directory:
> "/opt/rt3/lib/RT/I18N"
>
> What am I missing here?
>
> Thanks
> Luis
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From jesse at bestpractical.com  Tue Apr  3 18:41:07 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 4 Apr 2007 07:41:07 +0900
Subject: [rt-users] Changing $Organization in RT_Config
In-Reply-To: <20070403100303.K980@malcolm.berkeley.edu>
References: <20070403100303.K980@malcolm.berkeley.edu>
Message-ID: <696EF177-E217-470E-A327-DBA2EE469084@bestpractical.com>


On Apr 4, 2007, at 5:10 AM, Mike Friedman wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> I've consulted the list archives about this, but have not seen a  
> definitive answer to my specific question, which is:
>
> What are the practical consequences of changing the value of  
> $Organization in the RT config?  This is separate from the question  
> of $rtname, which I know about.
>
> The comment in RT_Config says that $Organization is "used by the  
> linking interface to guarantee that ticket URIs are unique and easy  
> to construct". Which URIs make use of $Organization?
>
> I'm about to upgrade from RT 3.4.5 to 3.6.3.  I've done a clean  
> install in a new environment and plan to move over my existing  
> database that's been running with 3.4.5.  However, for various  
> reasons (the domain name isn't really appropriate any more, for one  
> thing), if possible I'd like the value of $Organization to better  
> reflect the new auspices under which this RT will be running.
>
> What kind of things might break if I change the value of  
> $Organization while continuing to use the same database as before  
> (after upgrading the schema, of course)?
>


You'll break all the links between tickets.

Best,
Jesse

> Thanks.
>
> Mike
>
> ______________________________________________________________________ 
> ___
> Mike Friedman                        Information Services & Technology
> mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
> 1-510-642-1410                       University of California at  
> Berkeley
> http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
> ______________________________________________________________________ 
> ___
>
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> =tY4U
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From admin2 at enabled.com  Wed Apr  4 02:58:02 2007
From: admin2 at enabled.com (Noah)
Date: Tue, 03 Apr 2007 23:58:02 -0700
Subject: [rt-users] auto-create new user account upon first ticket submission
Message-ID: <46134C7A.70403@enabled.com>

Hi there,

I am running rt-3.6.3 on a FreeBSD 6.2 machine.

I missed this in the documentation nor could I figure out the proper 
configuration in the

Every time I send an email from an email that is not associated with a 
particular user to the queue email address I get an email response with 
  "Ticket creation failed" appearing in the Subject line.

Please let me know how I can auto-create a new user account based on the 
email with the first ticket submission.  So an unknown user is instantly 
   added to the rt3 system?

Thank you in advance.

Cheers,

Noah


From rt-lists at ieinternet.com  Wed Apr  4 07:36:09 2007
From: rt-lists at ieinternet.com (Ken O'Driscoll)
Date: Wed, 04 Apr 2007 12:36:09 +0100
Subject: [rt-users] auto-create new user account upon first ticket
	submission
In-Reply-To: <46134C7A.70403@enabled.com>
References: <46134C7A.70403@enabled.com>
Message-ID: <1175686569.2542.2.camel@turing>

On Tue, 2007-04-03 at 23:58 -0700, Noah wrote:
> Hi there,
> 
> I am running rt-3.6.3 on a FreeBSD 6.2 machine.
> 
> I missed this in the documentation nor could I figure out the proper 
> configuration in the
> 
> Every time I send an email from an email that is not associated with a 
> particular user to the queue email address I get an email response with 
>   "Ticket creation failed" appearing in the Subject line.
> 
> Please let me know how I can auto-create a new user account based on the 
> email with the first ticket submission.  So an unknown user is instantly 
>    added to the rt3 system?


Hi Noah,

You just have to give the Everyone group CreateTicket privs for each
queue you want to auto-create requestors.

 - Ken.


--
This email has passed through an IE Internet MailWall gateway
and has been screened for known viruses, potential viruses and
malicious code.

IE Internet.com MailWall (http://ieinternet.com/mailwall/)
--



From rt-lists at ieinternet.com  Wed Apr  4 07:43:44 2007
From: rt-lists at ieinternet.com (Ken O'Driscoll)
Date: Wed, 04 Apr 2007 12:43:44 +0100
Subject: [rt-users] view tickets opened by a member of my group
In-Reply-To: <20070403173321.GO2224@ayvali.org>
References: <20070403173321.GO2224@ayvali.org>
Message-ID: <1175687024.2542.6.camel@turing>

On Tue, 2007-04-03 at 13:33 -0400, N.J. Thomas wrote:
> hello,
> 
> How do I assign permissions such that everyone in a certain group can
> view a ticket when a single member of their group opens a ticket in
> some queue?

[...snip...]

> If MarketingUser1 opens up a ticket in AccountingQueue, everyone in
> AccountingGroup will see that ticket, in addition to MarketingUser1
> (because he opened it).
> 
> But MarketingUser2 will not see this ticket, because he doesn't have
> access permissions to AccountingQueue, nor did he open the ticket.
> 
> I would like for everyone in MarketingGroup to be able to view this
> ticket. This is for RT 3.4.x.

Can you not just give the MarketingGroup group SeeQueue and ShowTicket
privs. for the AccountingQueue queue?

 - Ken.


--
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From admin2 at enabled.com  Wed Apr  4 09:17:10 2007
From: admin2 at enabled.com (Noah)
Date: Wed, 04 Apr 2007 06:17:10 -0700
Subject: [rt-users] auto-create new user account upon first
	ticket	submission
In-Reply-To: <1175686569.2542.2.camel@turing>
References: <46134C7A.70403@enabled.com> <1175686569.2542.2.camel@turing>
Message-ID: <4613A556.4040908@enabled.com>

see below

Ken O'Driscoll wrote:
> On Tue, 2007-04-03 at 23:58 -0700, Noah wrote:
>> Hi there,
>>
>> I am running rt-3.6.3 on a FreeBSD 6.2 machine.
>>
>> I missed this in the documentation nor could I figure out the proper 
>> configuration in the
>>
>> Every time I send an email from an email that is not associated with a 
>> particular user to the queue email address I get an email response with 
>>   "Ticket creation failed" appearing in the Subject line.
>>
>> Please let me know how I can auto-create a new user account based on the 
>> email with the first ticket submission.  So an unknown user is instantly 
>>    added to the rt3 system?
> 
> 
> Hi Noah,
> 
> You just have to give the Everyone group CreateTicket privs for each
> queue you want to auto-create requestors.
> 
>  - Ken.
> 
> 
> --
> This email has passed through an IE Internet MailWall gateway
> and has been screened for known viruses, potential viruses and
> malicious code.
> 
> IE Internet.com MailWall (http://ieinternet.com/mailwall/)
> --


Hi,

Okay,  I see what is happening.  There is a user that is disabled with 
the same email address.

1) how do I delete a user?  I have not been able to find the

2) how do I reactivate a user?

3) I had to specifically search for the user name because the user did 
not show up in the "Privileged users" list even after I checked the 
"Include disabled users in search." and click "go"

4) It'd be nice if the logs explained which user has been disabled. 
This is the relevant log entry:

---- snip -----
[Wed Apr  4 13:04:40 2007] [error]: Disabled User:  109 failed access 
check for CreateTicket (/usr/local/rt3/lib/RT/Principal_Overlay.pm:307)
----  snip ----

Looking forward to a response.

Cheers,

Noah


From thomas.koch at switch.ch  Wed Apr  4 09:53:06 2007
From: thomas.koch at switch.ch (Thomas Koch)
Date: Wed, 04 Apr 2007 15:53:06 +0200
Subject: [rt-users] auto-create new user account upon
	first	ticket	submission
In-Reply-To: <4613A556.4040908@enabled.com>
References: <46134C7A.70403@enabled.com> <1175686569.2542.2.camel@turing>
	<4613A556.4040908@enabled.com>
Message-ID: <4613ADC2.8000807@switch.ch>

Hi Noah

To enable your disabled accout log in (maybe root?) to your RT 
Webinterface and go to:

Configuration > Users > Select a user

Here you can search your disabled user (attention: you have to tick the 
option "Include disabled users in search.". To enable the user you can 
add the right "Let this user access RT" in the section "Access control" 
of this users' preferences tab.

I hope this helps.

- Thomas

Noah wrote:
> see below
> 
> Ken O'Driscoll wrote:
>> On Tue, 2007-04-03 at 23:58 -0700, Noah wrote:
>>> Hi there,
>>>
>>> I am running rt-3.6.3 on a FreeBSD 6.2 machine.
>>>
>>> I missed this in the documentation nor could I figure out the proper 
>>> configuration in the
>>>
>>> Every time I send an email from an email that is not associated with 
>>> a particular user to the queue email address I get an email response 
>>> with   "Ticket creation failed" appearing in the Subject line.
>>>
>>> Please let me know how I can auto-create a new user account based on 
>>> the email with the first ticket submission.  So an unknown user is 
>>> instantly    added to the rt3 system?
>>
>>
>> Hi Noah,
>>
>> You just have to give the Everyone group CreateTicket privs for each
>> queue you want to auto-create requestors.
>>
>>  - Ken.
>>
>>
>> -- 
>> This email has passed through an IE Internet MailWall gateway
>> and has been screened for known viruses, potential viruses and
>> malicious code.
>>
>> IE Internet.com MailWall (http://ieinternet.com/mailwall/)
>> -- 
> 
> 
> Hi,
> 
> Okay,  I see what is happening.  There is a user that is disabled with 
> the same email address.
> 
> 1) how do I delete a user?  I have not been able to find the
> 
> 2) how do I reactivate a user?
> 
> 3) I had to specifically search for the user name because the user did 
> not show up in the "Privileged users" list even after I checked the 
> "Include disabled users in search." and click "go"
> 
> 4) It'd be nice if the logs explained which user has been disabled. This 
> is the relevant log entry:
> 
> ---- snip -----
> [Wed Apr  4 13:04:40 2007] [error]: Disabled User:  109 failed access 
> check for CreateTicket (/usr/local/rt3/lib/RT/Principal_Overlay.pm:307)
> ----  snip ----
> 
> Looking forward to a response.
> 
> Cheers,
> 
> Noah
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com

-- 
  ----   SWITCH - The Swiss Education & Research Network   ----
  Thomas Koch; SWITCH; Postfach; CH-8021 Zurich; Switzerland
  thomas.koch at switch.ch;  +41 442681586;  fax: +41 442681568


From marouane.himdi at kereval.com  Wed Apr  4 10:15:44 2007
From: marouane.himdi at kereval.com (Marouane HIMDI)
Date: Wed, 04 Apr 2007 16:15:44 +0200
Subject: [rt-users] auto-create new user account upon
	first	ticket	submission
In-Reply-To: <4613A556.4040908@enabled.com>
References: <46134C7A.70403@enabled.com> <1175686569.2542.2.camel@turing>
	<4613A556.4040908@enabled.com>
Message-ID: <4613B310.7080207@kereval.com>

Noah a ?crit :
> see below
>
> Ken O'Driscoll wrote:
>> On Tue, 2007-04-03 at 23:58 -0700, Noah wrote:
>>> Hi there,
>>>
>>> I am running rt-3.6.3 on a FreeBSD 6.2 machine.
>>>
>>> I missed this in the documentation nor could I figure out the proper 
>>> configuration in the
>>>
>>> Every time I send an email from an email that is not associated with 
>>> a particular user to the queue email address I get an email response 
>>> with   "Ticket creation failed" appearing in the Subject line.
>>>
>>> Please let me know how I can auto-create a new user account based on 
>>> the email with the first ticket submission.  So an unknown user is 
>>> instantly    added to the rt3 system?
>>
>>
>> Hi Noah,
>>
>> You just have to give the Everyone group CreateTicket privs for each
>> queue you want to auto-create requestors.
>>
>>  - Ken.
>>
>>
>> -- 
>> This email has passed through an IE Internet MailWall gateway
>> and has been screened for known viruses, potential viruses and
>> malicious code.
>>
>> IE Internet.com MailWall (http://ieinternet.com/mailwall/)
>> -- 
>
>
> Hi,
>
> Okay,  I see what is happening.  There is a user that is disabled with 
> the same email address.
>
> 1) how do I delete a user?  I have not been able to find the
>
> 2) how do I reactivate a user?
>
> 3) I had to specifically search for the user name because the user did 
> not show up in the "Privileged users" list even after I checked the 
> "Include disabled users in search." and click "go"
>
Type "@" as a search criteria and click "go". you will find all the 
users created automatically by "RT


> 4) It'd be nice if the logs explained which user has been disabled. 
> This is the relevant log entry:
>
> ---- snip -----
> [Wed Apr  4 13:04:40 2007] [error]: Disabled User:  109 failed access 
> check for CreateTicket (/usr/local/rt3/lib/RT/Principal_Overlay.pm:307)
> ----  snip ----
>
> Looking forward to a response.
>
> Cheers,
>
> Noah
> _______

Best regards

Marouane HIMDI


> ________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 njt at ayvali.org  Wed Apr  4 11:16:32 2007
From: njt at ayvali.org (N.J. Thomas)
Date: Wed, 4 Apr 2007 11:16:32 -0400
Subject: [rt-users] view tickets opened by a member of my group
In-Reply-To: <1175687024.2542.6.camel@turing>
References: <20070403173321.GO2224@ayvali.org> <1175687024.2542.6.camel@turing>
Message-ID: <20070404151632.GB22361@ayvali.org>

* Ken O'Driscoll <rt-lists at ieinternet.com> [2007-04-04 12:43:44 +0100]:
> > How do I assign permissions such that everyone in a certain group
> > can view a ticket when a single member of their group opens a ticket
> > in some queue?
> 
> Can you not just give the MarketingGroup group SeeQueue and ShowTicket
> privs. for the AccountingQueue queue?

Ah, I forgot to mention another constraint: We don't want one group to
see *all* of the tickets in another group's queue, only ones that they
have opened.

Thomas


From mfuller at bandtel.com  Wed Apr  4 13:28:04 2007
From: mfuller at bandtel.com (mfuller)
Date: Wed, 4 Apr 2007 13:28:04 -0400
Subject: [rt-users] RT and Vtiger integration
Message-ID: <001a01c776de$9eba1140$caa8a8c0@bandtel.local>

We use Vtiger for our CRM and want to use RT for support requests. Has
anyone done this?

 

Work flow wanted

 

Email to support at RT

RT looks up email and adds ticket in Vtiger and assigns it to group support

Ticket can be commented or closed from either system

 

 

 

Mark 

 

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From jbrodley at sumtotalsystems.com  Wed Apr  4 13:21:58 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Wed, 4 Apr 2007 10:21:58 -0700
Subject: [rt-users] RT 3.6.3 + Oracle Question
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03692070@blv-exch1.sumtotalsystems.com>

I'm installing RT 3.6.3 on RHEL4 connecting to an oracle server on the backend. I'm using the Install on RHEL configuration guide from the wiki and just ignoring the MYSQL portions. 

I've install the oracle client already. 

In the guide it states:
./configure --with-web-user=apache --with-web-group=apache --with-fastcgu --with-mysql

The Oracle Documentation says:
./configure --with-db-type=Oracle --with-db-dba=RT 
--with-db-database=RTPRD.domain.com --with-db-rt-user=RT 
--with-db-rt-pass=RT

So I'm assuming.... that I need to do the following:

./configure --with-web-user=apache --with-web-group=apache --with-db-type=oracle --with-db-dba=RT --with-db-database=rt.host --with-db-rt-user=RT --with-db-rt-pass=RT

Is this correct? Or am I completely off track here.... 


Justin Brodley?
?



From fran at cis.uab.edu  Wed Apr  4 14:41:38 2007
From: fran at cis.uab.edu (Fran Fabrizio)
Date: Wed, 04 Apr 2007 13:41:38 -0500
Subject: [rt-users] Strategy for users who like to send mail to RT and CC:
	lots of folks
Message-ID: <4613F162.7050008@cis.uab.edu>


We have a handful of users who like to send mail to our RT helpdesk and
at the same time CC: lots of other folks.  RT does a great job of adding
the CC's to the ticket - but the problem is that users typically do a
Reply All to the original email, which send another email into the
helpdesk and opens a new ticket.  Wash, rinse, repeat five times and
your ticket queue is clogged with a bunch of tickets on the same issue.

Is there a strategy that people have found works for them?  I was
thinking of just rejecting emails sent to the helpdesk that have also
CC:ed someone else, but that doesn't seem very polite now does it?  :-) 
I may be dreaming but maybe a plugin or similar for RT exists such that
it would recognize an email as being part of the same email thread for
which a ticket was already created?  Sounds too fancy but cool.  Anyway,
other than better user brainwashing to not do this, are there some
strategies I might employ to help here?

-- 
Fran Fabrizio
Senior Systems Analyst
Department of Computer and Information Sciences
University of Alabama at Birmingham
http://www.cis.uab.edu/
205.934.0653 



From chaim.rieger at gmail.com  Wed Apr  4 15:15:53 2007
From: chaim.rieger at gmail.com (chaim rieger)
Date: Wed, 04 Apr 2007 12:15:53 -0700
Subject: [rt-users] Strategy for users who like to send mail to RT and
	CC:	lots of folks
In-Reply-To: <4613F162.7050008@cis.uab.edu>
References: <4613F162.7050008@cis.uab.edu>
Message-ID: <4613F969.8000000@gmail.com>

Fran Fabrizio wrote:
> We have a handful of users who like to send mail to our RT helpdesk and
> at the same time CC: lots of other folks.  RT does a great job of adding
> the CC's to the ticket - but the problem is that users typically do a
> Reply All to the original email, which send another email into the
> helpdesk and opens a new ticket.  Wash, rinse, repeat five times and
> your ticket queue is clogged with a bunch of tickets on the same issue.
>
> Is there a strategy that people have found works for them?  I was
> thinking of just rejecting emails sent to the helpdesk that have also
> CC:ed someone else, but that doesn't seem very polite now does it?  :-) 
> I may be dreaming but maybe a plugin or similar for RT exists such that
> it would recognize an email as being part of the same email thread for
> which a ticket was already created?  Sounds too fancy but cool.  Anyway,
> other than better user brainwashing to not do this, are there some
> strategies I might employ to help here?
>
>   
i had the same issue,

i created a queue (very generic, ops at rt.domain.com) and this queue will 
bcc a host of humans,
so my rt (this queue only) acts like a mailing list (semi) and traps the 
ticket as well and all correspondences.

i found it hard to train humans.

-- 
--
Chaim Rieger



From admin2 at enabled.com  Wed Apr  4 15:19:33 2007
From: admin2 at enabled.com (Noah)
Date: Wed, 04 Apr 2007 12:19:33 -0700
Subject: [rt-users] how do I delete a user?  
Message-ID: <4613FA45.4070209@enabled.com>

Hi,

how do I delete a user?  I have not been able to find the procedure to 
do this.

Cheers,

Noah


From Brian_Gupta at timeinc.com  Wed Apr  4 15:23:21 2007
From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com)
Date: Wed, 4 Apr 2007 15:23:21 -0400
Subject: [rt-users] Asset Tracker status?
In-Reply-To: <20070404160031.A66E34D81CB@diesel.bestpractical.com>
Message-ID: <BEF6BF438B8E65438F782AA0EC0ACBED11A0C0@NYCMSGMB04.enterprise.corpad.timeinc.com>

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

What is the status of asset tracker? It seems like you can download 1.2.x form the website, but otherwise it seems to be an abandoned project.

Thanks,
Brian

Brian Gupta
Time Inc
Information Technology Dept
212-522-1401

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From KFCrocker at lbl.gov  Wed Apr  4 15:27:55 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 04 Apr 2007 12:27:55 -0700
Subject: [rt-users] LoadSavedSearches right and Customize RT at a	glance
	"Available" queries
In-Reply-To: <6.2.3.4.2.20070403170418.03d26160@po14.mit.edu>
References: <BAY118-W12BE9BD9A01BD52692D556B1630@phx.gbl>
	<6.2.3.4.2.20070403095101.03b96af8@po14.mit.edu>
	<46127507.1020800@lbl.gov>
	<6.2.3.4.2.20070403115754.03ba8800@po14.mit.edu>
	<4612BE24.2050503@lbl.gov>
	<6.2.3.4.2.20070403170418.03d26160@po14.mit.edu>
Message-ID: <4613FC3B.7030607@lbl.gov>

Stephan,


	Well, I guess you got me there. We either allow ALL the Search Rights 
(Show, Load, Edit, Save) or nothing at all. We figure, what's the point 
of seeing it if you can't load, edit, and save it.

Kenn
LBNL

Stephen Turner wrote:
> At Tuesday 4/3/2007 04:50 PM, Kenneth Crocker wrote:
>> Stephan,
>>
>>
>>         Along with "ShowSavedSearches" you also have to grant 
>> "ModifySelf". Also,I was only addressing a comment made about the 
>> usefullness of the rights.
>>
>>
>> Kenn
>> LBNL
> 
> 
> But the point is that granting these rights don't affect what saved 
> searches you see - in order to see a group's saved searches, you have to 
> be a member of the group. Which still leaves the question "what are the 
> rights used for?". IN other words, if I grant someone ShowSavedSearches 
> on my group (along with ModifySelf), what does that enable?
> 
> Steve


From KFCrocker at lbl.gov  Wed Apr  4 15:32:27 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 04 Apr 2007 12:32:27 -0700
Subject: [rt-users] view tickets opened by a member of my group
In-Reply-To: <20070403173321.GO2224@ayvali.org>
References: <20070403173321.GO2224@ayvali.org>
Message-ID: <4613FD4B.60006@lbl.gov>

N.J,


	Did you get any answers for this?

Kenn
LBNL

N.J. Thomas wrote:
> hello,
> 
> How do I assign permissions such that everyone in a certain group can
> view a ticket when a single member of their group opens a ticket in
> some queue?
> 
> i.e., suppose I have two queues:
> 
>     AccountingQueue
>     MarketingQueue
> 
> and two affiliated groups:
> 
>     AccountingGroup
>     MarketingGroup
> 
> and some associated users:
> 
>     AccountingUser1
>     AccountingUser2
>     MarketingUser1
>     MarketingUser2
> 
> If MarketingUser1 opens up a ticket in AccountingQueue, everyone in
> AccountingGroup will see that ticket, in addition to MarketingUser1
> (because he opened it).
> 
> But MarketingUser2 will not see this ticket, because he doesn't have
> access permissions to AccountingQueue, nor did he open the ticket.
> 
> I would like for everyone in MarketingGroup to be able to view this
> ticket. This is for RT 3.4.x.
> 
> thanks,
> Thomas
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Wed Apr  4 15:35:21 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 04 Apr 2007 12:35:21 -0700
Subject: [rt-users] Order of transactions
In-Reply-To: <6.2.1.2.2.20070403132849.02d2a988@mail.sdsu.edu>
References: <6.2.1.2.2.20070403132849.02d2a988@mail.sdsu.edu>
Message-ID: <4613FDF9.2050408@lbl.gov>

Gene,


	Why don't you put some code in the IP E_mail template to grab the 
transaction value?


Kenn
LBNL

Gene LeDuc wrote:
> Hi All,
> 
> I saw a post with a similar issue a while ago, but the solutions offered 
> don't fit my situation.
> 
> I have 2 custom fields, IP and State.  IP is a single value text field 
> and State is a single value combo box.
> 
> I'm modifying both values using the Basics tab of the Ticket screen.  I 
> set IP to some value and State to some value via the pulldown menu, then 
> click "Save Changes".
> 
> My expectation is that both values would be modified before any scrips 
> are triggered.
> 
> However...  It appears that RT modifies State first, which fires a 
> custom-condition "State Change" scrip.  IP then gets modified only after 
> the scrip fires, so it is not available to a template used by the "State 
> Change" scrip.  The problem is that I need the IP in order to send out 
> an e-mail that makes sense.
> 
> The History display shows the State being changed, then the actions of 
> the "State Change" scrip (a queue change and the e-mail), then the IP 
> value being set.
> 
> Is there a way I can hold off on the "State Change" scrip until after 
> both values have been changed in the Basics screen?
> 
> It's not a "scrip execution order" issue, because there's only 1 scrip 
> involved.  The issue is that I need all of the updates from the web page 
> to happen before any scrips are triggered.
> 
> I can work around this if I make the changes in 2 steps (change IP then 
> change State), but I'm sure my users won't see the logic in doing this.
> 
> I thought about adding a condition to the "State Change" scrip that 
> makes sure that IP is not null.  That would keep the e-mail from going 
> out with a null IP, but then the scrip condition would not be satisfied 
> when the IP value does finally gets modified.
> 
> Has anyone else conquered this issue?  Or am I missing something pretty 
> basic?
> 
> Thanks,
> Gene
> 
> 
> 


From jjengla at sandia.gov  Wed Apr  4 15:33:33 2007
From: jjengla at sandia.gov (Josh England)
Date: Wed, 04 Apr 2007 13:33:33 -0600
Subject: [rt-users] Strategy for users who like to send mail to RT
	and CC: lots of folks
In-Reply-To: <4613F162.7050008@cis.uab.edu>
References: <4613F162.7050008@cis.uab.edu>
Message-ID: <1175715213.5460.71.camel@beauty>

We had the exact same situation and got around it by intercepting
messages before they go through rt-mailgate.

The scenario is exactly as you describe:
Original message is sent to RT with several recipients in the CC line.
One of the CC'ed recipients does a reply all -- new ticket is created.

So, with any ticket that comes in, we basically search for all tickets
with the same subject line, and then check the email headers for a
matching Message-ID header.  If the header is the same, we assume it is
part of the same thread and associate that email with the existing
ticket.  That way any CC'ed recipients responses are associated with the
original ticket because of the matching Message-ID.  Hope that made
sense.

I've included the script that we use.  It does a couple other things
too.  You have to change your procmail aliases to send mail through this
script, which then passes stuff through the regular rt-mailgate.

-JE

On Wed, 2007-04-04 at 13:41 -0500, Fran Fabrizio wrote:
> We have a handful of users who like to send mail to our RT helpdesk and
> at the same time CC: lots of other folks.  RT does a great job of adding
> the CC's to the ticket - but the problem is that users typically do a
> Reply All to the original email, which send another email into the
> helpdesk and opens a new ticket.  Wash, rinse, repeat five times and
> your ticket queue is clogged with a bunch of tickets on the same issue.
> 
> Is there a strategy that people have found works for them?  I was
> thinking of just rejecting emails sent to the helpdesk that have also
> CC:ed someone else, but that doesn't seem very polite now does it?  :-) 
> I may be dreaming but maybe a plugin or similar for RT exists such that
> it would recognize an email as being part of the same email thread for
> which a ticket was already created?  Sounds too fancy but cool.  Anyway,
> other than better user brainwashing to not do this, are there some
> strategies I might employ to help here?
> 
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From bestpractical at jon.limedaley.com  Wed Apr  4 16:08:36 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Wed, 4 Apr 2007 16:08:36 -0400 (EDT)
Subject: [rt-users] Strategy for users who like to send mail to RT and
	CC: lots of folks
In-Reply-To: <1175715213.5460.71.camel@beauty>
References: <4613F162.7050008@cis.uab.edu> <1175715213.5460.71.camel@beauty>
Message-ID: <Pine.LNX.4.64.0704041608150.6833@orange.limedaley.com>

Very nice.  Thanks.

On Wed, 4 Apr 2007, Josh England wrote:
> I've included the script that we use.  It does a couple other things
> too.  You have to change your procmail aliases to send mail through this
> script, which then passes stuff through the regular rt-mailgate.


From njt at ayvali.org  Wed Apr  4 17:15:00 2007
From: njt at ayvali.org (N.J. Thomas)
Date: Wed, 4 Apr 2007 17:15:00 -0400
Subject: [rt-users] view tickets opened by a member of my group
In-Reply-To: <4613FD4B.60006@lbl.gov>
References: <20070403173321.GO2224@ayvali.org> <4613FD4B.60006@lbl.gov>
Message-ID: <20070404211500.GD22361@ayvali.org>

* Kenneth Crocker <KFCrocker at lbl.gov> [2007-04-04 12:32:27 -0700]:
> > How do I assign permissions such that everyone in a certain group
> > can view a ticket when a single member of their group opens a ticket
> > in some queue?
>
> Did you get any answers for this?

Yes, I received a scrip right now (off the list) from someone who needed
similar functionailty. I've not yet tested it though.

Thomas


From yen-nhi.vo at ericsson.com  Wed Apr  4 17:17:22 2007
From: yen-nhi.vo at ericsson.com (Yen-Nhi Vo (QA/EMC))
Date: Wed, 4 Apr 2007 17:17:22 -0400
Subject: [rt-users] Ticket Printing with IE
In-Reply-To: <Pine.LNX.4.64.0704041608150.6833@orange.limedaley.com>
Message-ID: <D373F8710ACBA6419BF0B7A5177691CC020EB674@ecamlmw720.eamcs.ericsson.se>

Hi,

I encouteer the following problem when printing a ticket.  With brower Internet Explorer version 6.0, when I print a ticket it always add a blank page at the end of the printing.  It does not ack that way when I print the same ticket with Mozilla Firefox browser.

Does anyone face that problem before and has a solution for this?

Thank You,
Yen-Nhi


From mikef at ack.berkeley.edu  Wed Apr  4 17:48:41 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Wed, 4 Apr 2007 14:48:41 -0700 (PDT)
Subject: [rt-users] Changing $Organization in RT_Config
In-Reply-To: <696EF177-E217-470E-A327-DBA2EE469084@bestpractical.com>
References: <20070403100303.K980@malcolm.berkeley.edu>
	<696EF177-E217-470E-A327-DBA2EE469084@bestpractical.com>
Message-ID: <20070404144746.P49980@malcolm.berkeley.edu>

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

On Wed, 4 Apr 2007 at 07:41 (+0900), Jesse Vincent wrote:

>> What kind of things might break if I change the value of $Organization 
>> while continuing to use the same database as before (after upgrading 
>> the schema, of course)?
>
> You'll break all the links between tickets.

Jesse,

OK, thanks.  I guess I can live with the existing value of $Organization.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From mikef at ack.berkeley.edu  Wed Apr  4 18:10:35 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Wed, 4 Apr 2007 15:10:35 -0700 (PDT)
Subject: [rt-users] Finding mysql SSL certificates 
In-Reply-To: <696EF177-E217-470E-A327-DBA2EE469084@bestpractical.com>
References: <20070403100303.K980@malcolm.berkeley.edu>
	<696EF177-E217-470E-A327-DBA2EE469084@bestpractical.com>
Message-ID: <20070404144851.I49980@malcolm.berkeley.edu>

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

How do I tell RT's mysql interface where to find my mysql SSL 
certificates?.

For the first time ever, I'm going to have my RT database on a remote 
server and I want to use SSL.  I can see from the mysql manual how to 
configure the certs and point to them in my.cnf.  But now I'm told by our 
db guy that a perl interface to mysql may not make use of my.cnf and, even 
if it does, how will it find that file?

In http://search.cpan.org/~capttofu/DBD-mysql-4.004/lib/DBD/mysql.pm, it 
says the following:

   ===================================================================
   mysql_read_default_group

   These options can be used to read a config file like /etc/my.cnf
   or ~/.my.cnf. By default MySQL's C client library doesn't use any
   config files unlike the client programs (mysql, mysqladmin, ...)
   that do, but outside of the C client library. Thus you need to
   explicitly request reading a config file, as in

     $dsn = "DBI:mysql:test;mysql_read_default_file=/home/joe/my.cnf";
     $dbh = DBI->connect($dsn, $user, $password)
   ===================================================================

Does this mean I must do something to the RT code to accomplish what I 
want?  I see nothing in RT_Config about db certs, so there must be some 
other way to tell RT's mysql interface how to use them.  Is there anything 
in DBIx::SearchBuilder that would deal with this SSL issue?

I'm sure I'm overlooking something obvious.

BTW:  my my.cnf file is not in a standard place.  It must be in my own 
home directory because I'm running on a virtual private server where 
everything must be in my home directory.

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From egaona at us.ibm.com  Wed Apr  4 18:19:24 2007
From: egaona at us.ibm.com (Enrique Gaona)
Date: Wed, 4 Apr 2007 17:19:24 -0500
Subject: [rt-users] Question about autogenerating custom fields
Message-ID: <OF95BD2978.AEDBC1AD-ON872572B3.0079EB66-862572B3.007A9415@us.ibm.com>



I've been asked by my RT users if there's a way to dynamically render
custom fields in a given ticket.    For instance, in one of our hardware
request queues, if a user would request 5 different hardwares with 3
different OS, middlewares, etc.  They want to be able to specify 5 systems
and it would render 5 different fields.   I know out of the box, RT does
not have this capability, but what I'd like to know, if this is doable and
has someone done this already and maybe perhaps point me to the right
direction.

Thanks in advance.

Enrique
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From kelly.terry.jones at gmail.com  Wed Apr  4 20:51:33 2007
From: kelly.terry.jones at gmail.com (Kelly Jones)
Date: Wed, 4 Apr 2007 17:51:33 -0700
Subject: [rt-users] Permission to view queue tickets,
	but not see them on homepage
Message-ID: <26face530704041751t5021c17dq1c857ae51ace8f36@mail.gmail.com>

I want permission to view a queue's tickets, so that if I type in a
ticket number or do a search, I can see tickets in that queue.

But I don't want that queue's tickets showing up on my homepage. How
do I do this?

-- 
We're just a Bunch Of Regular Guys, a collective group that's trying
to understand and assimilate technology. We feel that resistance to
new ideas and technology is unwise and ultimately futile.


From torsten.brumm at Kuehne-Nagel.com  Wed Apr  4 21:20:30 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 5 Apr 2007 03:20:30 +0200
Subject: AW: [rt-users] Asset Tracker status?
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394314236@w3hamboex11.ger.win.int.kn>

Hi brian,

I think it is not stopped, read some weeks ago the same question and jesse wrote that todd has a new job and noot that much time at this moment.

Todd: how is the status with the server and the whole project?

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Wed Apr 04 21:23:21 2007
Subject: [rt-users] Asset Tracker status?

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

What is the status of asset tracker? It seems like you can download 1.2.x form the website, but otherwise it seems to be an abandoned project.

Thanks,
Brian

Brian Gupta
Time Inc
Information Technology Dept
212-522-1401

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From torsten.brumm at Kuehne-Nagel.com  Wed Apr  4 21:21:22 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 5 Apr 2007 03:21:22 +0200
Subject: AW: [rt-users] how do I delete a user?
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394314237@w3hamboex11.ger.win.int.kn>

Hi noah,

Install rtx-shredder, with this you can do this in a save way.

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Wed Apr 04 21:19:33 2007
Subject: [rt-users] how do I delete a user?  

Hi,

how do I delete a user?  I have not been able to find the procedure to 
do this.

Cheers,

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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From SHersker at TNGUS.com  Thu Apr  5 00:44:44 2007
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Thu, 5 Apr 2007 00:44:44 -0400
Subject: [rt-users] Unable to add the RT Activity Reports Extensions
Message-ID: <A357A85EA32E254FB924FBE4FBF10B680123B30D@tng-mail02.tngus.com>

Hi all,

 

I just upgraded from RT 3.6.1 to RT 3.6.3...everything went fine. While
combing through the wiki, I saw the Activity Reports Extension. I
downloaded the extension and installed using the steps below...

 

Perl Makefile.PL

Make install

Cleared the mason cache

Restarted apache

Restarted my browser

 

But, I don't see the extensions anywhere...I'm "assuming" that the
Activity reports should be under the Tools / Reports menu, but it's not
there. Am I looking in the wrong place or did I miss a step?

 

Also, what's the cleanest way to uninstall the extension at this point?

 

Thx!

Steve

 

I was able to install the Service Updates and Timeline extensions
without any problems and both are working fine.

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From chotom at o2.pl  Thu Apr  5 07:51:12 2007
From: chotom at o2.pl (=?UTF-8?Q?Tom?=)
Date: Thu, 05 Apr 2007 13:51:12 +0200
Subject: [rt-users] Problem with reciving emails by RT which attachment's
	name has specific polish characters 
Message-ID: <739fea58.297b3d7f.4614e2b0.4559e@o2.pl>

What I can do, how to set or is this possible to
recive emails by RT sended from Outlook Express.
Emails with attachment which has polish specific
characters in name. When I'm sending email encoded
in UTF-8 or ISO-8859-2 with attachment which has polish
specific characters in name (??????????????????),
RT recives such email but information about attachments
brings to small info at the bottom of page. There is 
no name of attachment, no MIME type.
I can only save this attachment to disk but user dont know
as what kind of file save this attachment.



I send such emails from Outlook express, under windows Xp
with polish locales.

Below there are sources of emails causing above problem.


Question for advanced,experienced users of ticketing systems:
Is this posible to run such system(GPLicense) for international use I mean for reciving emails with attachments(with specific characters for languages) from whole Europe, NOrth AMerica maybe besides ASIA? I mean system that will not require from administrator doing system for his own ?
 

Regards













ISO-8859-2 START
------------
From: "Janek" <janek at blblalbalbalb>
To: <rt at blblbala>
Subject: =?iso-8859-2?B?r6zG0aPToabKv7zm8bPzsbbqIE9FIElTTw==?=
Date: Thu, 5 Apr 2007 12:30:27 +0200
MIME-Version: 1.0
Content-Type: multipart/mixed;
	boundary="----=_NextPart_000_001F_01C7777E.30E58000"
X-Priority: 3
X-MSMail-Priority: Normal
X-Mailer: Microsoft Outlook Express 6.00.2900.3028
X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2900.3028

This is a multi-part message in MIME format.

------=_NextPart_000_001F_01C7777E.30E58000
Content-Type: text/plain;
	charset="iso-8859-2"
Content-Transfer-Encoding: quoted-printable

=AF=AC=C6=D1=A3=D3=A1=A6=CA=BF=BC=E6=F1=B3=F3=B1=B6=EA





------=_NextPart_000_001F_01C7777E.30E58000
Content-Type: application/pdf;
	name="=?iso-8859-2?B?v7zm8bOxturzr6zG0aOhpsrTLnBkZg==?="
Content-Transfer-Encoding: base64
Content-Disposition: attachment;
	filename="=?iso-8859-2?B?v7zm8bOxturzr6zG0aOhpsrTLnBkZg==?="

HERE IS ENCODED PDF FILE

------=_NextPart_000_001F_01C7777E.30E58000--
---------
end ISO-8859-2




UTF-8 start
--------------


From: "Janek" <janek at blablalba>
To: <rt at blabablba>
Subject: =?UTF-8?B?xbvFucSGxYPFgcOTxITFmsSYxbzFusSHxYTFgsOzxIXFm8SZ?=
Date: Thu, 5 Apr 2007 12:32:17 +0200
MIME-Version: 1.0
Content-Type: multipart/mixed;
	boundary="----=_NextPart_000_0025_01C7777E.726A4420"
X-Priority: 3
X-MSMail-Priority: Normal
X-Mailer: Microsoft Outlook Express 6.00.2900.3028
X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2900.3028

This is a multi-part message in MIME format.

------=_NextPart_000_0025_01C7777E.726A4420
Content-Type: text/plain;
	charset="UTF-8"
Content-Transfer-Encoding: quoted-printable

=C5=BB=C5=B9=C4=86=C5=83=C5=81=C3=93=C4=84=C5=9A=C4=98=C4=85=C5=9B=C5=82=C5=
=BC=C5=BA=C4=87=C3=B3=C4=99




------=_NextPart_000_0025_01C7777E.726A4420
Content-Type: application/pdf;
	name="=?UTF-8?B?xbzFusSHxYTFgsSFxZvEmcOzxbvFucSGxYPFgcSExZrEmMOTLnBkZg==?="
Content-Transfer-Encoding: base64
Content-Disposition: attachment;
	filename="=?UTF-8?B?xbzFusSHxYTFgsSFxZvEmcOzxbvFucSGxYPFgcSExZrEmMOTLnBkZg==?="



------=_NextPart_000_0025_01C7777E.726A4420--


--------------
end UTF-8


From alan at hardwareandtools.com  Thu Apr  5 08:19:10 2007
From: alan at hardwareandtools.com (Alan Brault)
Date: Thu, 05 Apr 2007 08:19:10 -0400
Subject: [rt-users] Unable to add the RT Activity Reports Extensions
In-Reply-To: <A357A85EA32E254FB924FBE4FBF10B680123B30D@tng-mail02.tngus.com>
References: <A357A85EA32E254FB924FBE4FBF10B680123B30D@tng-mail02.tngus.com>
Message-ID: <1175775550.10983.7.camel@vapg27.hardwareandtools.com>

Steve:

I had the same problem with RT 3.6.3 and that particular extension. I
would recommend you use RTx-Statistics instead as that is a far better
extension and works like a charm with 3.6.3.

You can download it at:

http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage

-- 
Regards,

Alan Brault
UNIX & Web Applications Developer
Hardware and Tools Corp

On Thu, 2007-04-05 at 00:44 -0400, Hersker, Steve wrote:
> Hi all,
> 
>  
> 
> I just upgraded from RT 3.6.1 to RT 3.6.3?everything went fine. While
> combing through the wiki, I saw the Activity Reports Extension. I
> downloaded the extension and installed using the steps below?
> 
>  
> 
> Perl Makefile.PL
> 
> Make install
> 
> Cleared the mason cache
> 
> Restarted apache
> 
> Restarted my browser
> 
>  
> 
> But, I don?t see the extensions anywhere?I?m ?assuming? that the
> Activity reports should be under the Tools / Reports menu, but it?s
> not there. Am I looking in the wrong place or did I miss a step?
> 
>  
> 
> Also, what?s the cleanest way to uninstall the extension at this
> point?
> 
>  
> 
> Thx!
> 
> Steve
> 
>  
> 
> I was able to install the Service Updates and Timeline extensions
> without any problems and both are working fine.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

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From chotom at o2.pl  Thu Apr  5 09:32:23 2007
From: chotom at o2.pl (=?UTF-8?Q?Tom?=)
Date: Thu, 05 Apr 2007 15:32:23 +0200
Subject: [rt-users] Cuted subject of automatic replay?
Message-ID: <70dbe419.5cb3d815.4614fa67.dc709@o2.pl>

When I send to RT an email(for example in ISO-8859-2) with subject which has all polish specific letters: ??????????????????, RT sends me automatic replay and when I reciving it under Mozilla Thunderbird subject looks like it has been cuted. Whole email pasted below:


From - Thu Apr 05 15:22:13 2007
X-Account-Key: account2
X-UIDL: ?(7"!"\c"!@5%"!-$-"!
X-Mozilla-Status: 0001
X-Mozilla-Status2: 00000000
Return-Path: <www-data at bablalbalbla>
X-Spam-Checker-Version: SpamAssassin 3.1.7 (2006-10-05) on 
	balblablab
X-Spam-Level: 
X-Spam-Status: No, score=-0.1 required=5.0 tests=ALL_TRUSTED,AWL,
	SUBJECT_ENCODED_TWICE autolearn=no version=3.1.7
X-Original-To: tom at balblablalba
Delivered-To: tom at blablablabla
Received: from localhost (localhost [127.0.0.1])
	by blablablabl (Postfix) with ESMTP id E0D381C024BD3
	for <tom at blablablabl>; Thu,  5 Apr 2007 15:21:49 +0200 (CEST)
X-Virus-Scanned: Debian amavisd-new at blablablalb
Received: from abllablabla ([127.0.0.1])
	by localhost (blablalbalba [127.0.0.1]) (amavisd-new, port 10024)
	with ESMTP id JMWYM1xbqcUz for <tom at ablablalblaba>;
	Thu,  5 Apr 2007 15:21:49 +0200 (CEST)
Received: from balbalblab (unknown [217.153.23.228])
	by balblalblab (Postfix) with ESMTP id B57B31C024B79
	for <tom at balblalbab>; Thu,  5 Apr 2007 15:21:49 +0200 (CEST)
Received: by blablalbalba (Postfix, from userid 33)
	id 9E9A2801CD; Thu,  5 Apr 2007 15:21:49 +0200 (CEST)
Subject: =?UTF-8?B?W0lEICM3NV0gQXV0b1JlcGx5OiDFu8W5xIbFg8WBw5PEhMWaxJjFvMW6xIfF?= =?UTF-8?B?hMWCw7PEhcWbxJk=?=
From: "The default queue via RT" <RT_CorrespondAddressNotSet at blablalbablabla>
Reply-To: RT_CorrespondAddressNotSet at blablablablab
In-Reply-To: <00c001c77785$67db9cf0$2ef0a8c0 at Tom>
References: <RT-Ticket-75 at example.com> <00c001c77785$67db9cf0$2ef0a8c0 at Tom>
Message-ID: <rt-3.6.3-24260-1175779309-515.75-3-0 at example.com>
Precedence: bulk
X-RT-Loop-Prevention: ID
RT-Ticket: ID #75
Managed-by: RT 3.6.3 (http://www.bestpractical.com/rt/)
RT-Originator: tom at blalala
To: tom at blablab
MIME-Version: 1.0
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit
X-RT-Original-Encoding: utf-8
Date: Thu, 05 Apr 2007 15:21:49 +0200
X-UIDL: ?(7"!"\c"!@5%"!-$-"!


Greetings,

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

There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [ID #75].

Please include the string:

         [ID #75]

in the subject line of all future correspondence about this issue. To do so, 
you may reply to this message.

                        Thank you,







From SHersker at TNGUS.com  Thu Apr  5 11:40:02 2007
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Thu, 5 Apr 2007 11:40:02 -0400
Subject: [rt-users] Unable to add the RT Activity Reports Extensions
In-Reply-To: <1175775550.10983.7.camel@vapg27.hardwareandtools.com>
References: <A357A85EA32E254FB924FBE4FBF10B680123B30D@tng-mail02.tngus.com>
	<1175775550.10983.7.camel@vapg27.hardwareandtools.com>
Message-ID: <A357A85EA32E254FB924FBE4FBF10B680123B408@tng-mail02.tngus.com>

Thanks, Alan - I'll check out RTx-Statistics.

Unfortunately, this morning I found that when I run a search, I get the errors below. At this point, can someone point me in the right direction as to how to best remove the RTx-Activity report extension altogether?

Thanks!!
Steve


error:  Error during compilation of /opt/rt3/share/html/Callbacks/ActivityReports/Search/Results.html/SearchActions:
Can't locate YAML.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at /opt/rt3/share/html/Callbacks/ActivityReports/Search/Results.html/SearchActions line 3.

Stack:
[/opt/rt3/share/html/Callbacks/ActivityReports/Search/Results.html/SearchActions:3]
[YAML.pm:3]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:792]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:422]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1092]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1023]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1202]
[/opt/rt3/share/html/Elements/Callback:83]
[/opt/rt3/local/html/Search/Results.html:93]
[/opt/rt3/share/html/Search/Build.html:777]
[/opt/rt3/share/html/autohandler:292]
BEGIN failed--compilation aborted at /opt/rt3/share/html/Callbacks/ActivityReports/Search/Results.html/SearchActions line 3.

Stack:
[/opt/rt3/share/html/Callbacks/ActivityReports/Search/Results.html/SearchActions:3]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:792]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:422]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1092]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1023]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1202]
[/opt/rt3/share/html/Elements/Callback:83]
[/opt/rt3/local/html/Search/Results.html:93]
[/opt/rt3/share/html/Search/Build.html:777]
[/opt/rt3/share/html/autohandler:292]

 
context:  1:  <a href="<% $RT::WebPath %>/Reports/Activity/index.html?<% $QueryString %>">Generate reports</a> 
2:  <%init> 
3:  use YAML; 
4:  my %args = $m->caller_args(2); 
5:   
6:  my $QueryString = $m->comp('/Elements/QueryString', query => $args{Query}); 
7:  </%init> 
...   
 
code stack:  /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:426
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1092
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1023
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1202
/opt/rt3/share/html/Elements/Callback:83
/opt/rt3/local/html/Search/Results.html:93
/opt/rt3/share/html/Search/Build.html:777
/opt/rt3/share/html/autohandler:292
 
raw error



-----Original Message-----
From: Alan Brault [mailto:alan at hardwareandtools.com] 
Sent: Thursday, April 05, 2007 8:19 AM
To: Hersker, Steve
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Unable to add the RT Activity Reports Extensions

Steve:

I had the same problem with RT 3.6.3 and that particular extension. I would recommend you use RTx-Statistics instead as that is a far better extension and works like a charm with 3.6.3.

You can download it at:

http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage

--
Regards,

Alan Brault
UNIX & Web Applications Developer
Hardware and Tools Corp

On Thu, 2007-04-05 at 00:44 -0400, Hersker, Steve wrote:
> Hi all,
> 
>  
> 
> I just upgraded from RT 3.6.1 to RT 3.6.3?everything went fine. While 
> combing through the wiki, I saw the Activity Reports Extension. I 
> downloaded the extension and installed using the steps below?
> 
>  
> 
> Perl Makefile.PL
> 
> Make install
> 
> Cleared the mason cache
> 
> Restarted apache
> 
> Restarted my browser
> 
>  
> 
> But, I don?t see the extensions anywhere?I?m ?assuming? that the 
> Activity reports should be under the Tools / Reports menu, but it?s 
> not there. Am I looking in the wrong place or did I miss a step?
> 
>  
> 
> Also, what?s the cleanest way to uninstall the extension at this 
> point?
> 
>  
> 
> Thx!
> 
> Steve
> 
>  
> 
> I was able to install the Service Updates and Timeline extensions 
> without any problems and both are working fine.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> 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 SHersker at TNGUS.com  Thu Apr  5 11:59:00 2007
From: SHersker at TNGUS.com (Hersker, Steve)
Date: Thu, 5 Apr 2007 11:59:00 -0400
Subject: [rt-users] Unable to add the RT Activity Reports Extensions
In-Reply-To: <09EC39E15FA83A4F803031DE47B25AD203CB4650@tng-mail02.tngus.com>
References: <A357A85EA32E254FB924FBE4FBF10B680123B30D@tng-mail02.tngus.com>
	<1175775550.10983.7.camel@vapg27.hardwareandtools.com>
	<09EC39E15FA83A4F803031DE47B25AD203CB4650@tng-mail02.tngus.com>
Message-ID: <A357A85EA32E254FB924FBE4FBF10B680123B419@tng-mail02.tngus.com>

Forget the error message....I was scrolling to the bottom when I should have just looked at the 3rd line down...I installed YAML and searches run clean now.

The Activity report formatting is pretty rough so I'm going to give RTx-Statistics a shot as Alan suggests. How do I remove RTx-Activity, though?

Thanks all
Steve

-----Original Message-----
From: Hersker, Steve 
Sent: Thursday, April 05, 2007 11:40 AM
To: alan at hardwareandtools.com
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Unable to add the RT Activity Reports Extensions

Thanks, Alan - I'll check out RTx-Statistics.

Unfortunately, this morning I found that when I run a search, I get the errors below. At this point, can someone point me in the right direction as to how to best remove the RTx-Activity report extension altogether?

Thanks!!
Steve


error:  Error during compilation of /opt/rt3/share/html/Callbacks/ActivityReports/Search/Results.html/SearchActions:
Can't locate YAML.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at /opt/rt3/share/html/Callbacks/ActivityReports/Search/Results.html/SearchActions line 3.

Stack:
[/opt/rt3/share/html/Callbacks/ActivityReports/Search/Results.html/SearchActions:3]
[YAML.pm:3]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:792]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:422]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1092]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1023]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1202]
[/opt/rt3/share/html/Elements/Callback:83]
[/opt/rt3/local/html/Search/Results.html:93]
[/opt/rt3/share/html/Search/Build.html:777]
[/opt/rt3/share/html/autohandler:292]
BEGIN failed--compilation aborted at /opt/rt3/share/html/Callbacks/ActivityReports/Search/Results.html/SearchActions line 3.

Stack:
[/opt/rt3/share/html/Callbacks/ActivityReports/Search/Results.html/SearchActions:3]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:792]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:422]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1092]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1023]
[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1202]
[/opt/rt3/share/html/Elements/Callback:83]
[/opt/rt3/local/html/Search/Results.html:93]
[/opt/rt3/share/html/Search/Build.html:777]
[/opt/rt3/share/html/autohandler:292]

 
context:  1:  <a href="<% $RT::WebPath %>/Reports/Activity/index.html?<% $QueryString %>">Generate reports</a> 
2:  <%init> 
3:  use YAML; 
4:  my %args = $m->caller_args(2); 
5:   
6:  my $QueryString = $m->comp('/Elements/QueryString', query => $args{Query}); 
7:  </%init> 
...   
 
code stack:  /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:426
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1092
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1023
/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:1202
/opt/rt3/share/html/Elements/Callback:83
/opt/rt3/local/html/Search/Results.html:93
/opt/rt3/share/html/Search/Build.html:777
/opt/rt3/share/html/autohandler:292
 
raw error



-----Original Message-----
From: Alan Brault [mailto:alan at hardwareandtools.com] 
Sent: Thursday, April 05, 2007 8:19 AM
To: Hersker, Steve
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Unable to add the RT Activity Reports Extensions

Steve:

I had the same problem with RT 3.6.3 and that particular extension. I would recommend you use RTx-Statistics instead as that is a far better extension and works like a charm with 3.6.3.

You can download it at:

http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage

--
Regards,

Alan Brault
UNIX & Web Applications Developer
Hardware and Tools Corp

On Thu, 2007-04-05 at 00:44 -0400, Hersker, Steve wrote:
> Hi all,
> 
>  
> 
> I just upgraded from RT 3.6.1 to RT 3.6.3?everything went fine. While 
> combing through the wiki, I saw the Activity Reports Extension. I 
> downloaded the extension and installed using the steps below?
> 
>  
> 
> Perl Makefile.PL
> 
> Make install
> 
> Cleared the mason cache
> 
> Restarted apache
> 
> Restarted my browser
> 
>  
> 
> But, I don?t see the extensions anywhere?I?m ?assuming? that the 
> Activity reports should be under the Tools / Reports menu, but it?s 
> not there. Am I looking in the wrong place or did I miss a step?
> 
>  
> 
> Also, what?s the cleanest way to uninstall the extension at this 
> point?
> 
>  
> 
> Thx!
> 
> Steve
> 
>  
> 
> I was able to install the Service Updates and Timeline extensions 
> without any problems and both are working fine.
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> 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 gleduc at mail.sdsu.edu  Thu Apr  5 12:10:50 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 05 Apr 2007 09:10:50 -0700
Subject: [rt-users] Question about autogenerating custom fields
In-Reply-To: <OF95BD2978.AEDBC1AD-ON872572B3.0079EB66-862572B3.007A9415@
	us.ibm.com>
References: <OF95BD2978.AEDBC1AD-ON872572B3.0079EB66-862572B3.007A9415@us.ibm.com>
Message-ID: <6.2.1.2.2.20070405090218.02a083f8@mail.sdsu.edu>

I don't know if you can auto-generate custom fields, but you can certainly 
store multiple values within an already existing custom field.  For 
instance, set up custom fields for Hardware, OS, Applications, etc, 
creating each field as a "multiple values" field.  Each field can then hold 
as many values as you like.  Using a scrip to load values into the fields 
is fairly straightforward and there are examples in the Contributions (or 
Code Snippets, I can never remember which) area of the wiki.

Let me know if this doesn't answer your question.

Regards,
Gene

At 03:19 PM 4/4/2007, Enrique Gaona wrote:

>I've been asked by my RT users if there's a way to dynamically render 
>custom fields in a given ticket. For instance, in one of our hardware 
>request queues, if a user would request 5 different hardwares with 3 
>different OS, middlewares, etc. They want to be able to specify 5 systems 
>and it would render 5 different fields. I know out of the box, RT does not 
>have this capability, but what I'd like to know, if this is doable and has 
>someone done this already and maybe perhaps point me to the right direction.
>
>Thanks in advance.
>
>Enrique


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From Shreekant.Pujari at alliancebernstein.com  Thu Apr  5 11:57:23 2007
From: Shreekant.Pujari at alliancebernstein.com (Pujari, Shreekant)
Date: Thu, 5 Apr 2007 11:57:23 -0400
Subject: [rt-users] Cannot load  saved search 
Message-ID: <5BCB669A5538B640905AEEE2ACED931203A492@INSTEVS1.ac.lp.acml.com>

Hi,
I am new user to RT.I tried to save my query and tried to Load it. Query
windows does not load the query. A`ny suggestions.
 
 
Thanks
-----------------------------------------
The information contained in this transmission may be privileged and confidential and is intended only for the use of the person(s) named above. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, any review, dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please contact the sender immediately by reply e-mail and destroy all copies of the original message. Please note that we do not accept account orders and/or instructions by e-mail, and therefore will not be responsible for carrying out such orders and/or instructions.  If you, as the intended recipient of this message, the purpose of which is to inform and update our clients, prospects and consultants of developments relating to our services and products, would not like to receive further e-mail correspondence from the sender, please "reply" to the sender indicating your wishes.  In the U.S.: 1345 Avenue of the Americas, New York, NY 10105.
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From gleduc at mail.sdsu.edu  Thu Apr  5 12:19:23 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 05 Apr 2007 09:19:23 -0700
Subject: [rt-users] Order of transactions
In-Reply-To: <4613FDF9.2050408@lbl.gov>
References: <6.2.1.2.2.20070403132849.02d2a988@mail.sdsu.edu>
	<4613FDF9.2050408@lbl.gov>
Message-ID: <6.2.1.2.2.20070405091715.02a3dde8@mail.sdsu.edu>

Please disregard if this is a duplicate post.  I thought I sent it out last 
night but I never saw it on the list.

Hi Kenn,

At 12:35 PM 4/4/2007, Kenneth Crocker wrote:
>         Why don't you put some code in the IP E_mail template to grab the 
> transaction value?

I do check for the IP value in the e-mail, but that only determines which 
version of the message gets sent (either kill the port or call me to 
discuss the issue).  So a missing IP value is legal, as is an existing IP 
value.  The "State" value is used to move tickets between queues, determine 
which e-mail to send in each queue, and what the ticket status should be at 
various points in the life of the ticket.

What should be happening is this:
1.  RT user logs in, puts a value into IP, changes State from "Info" to 
"Kill", then clicks "Save Changes"
1a.  RT changes IP and State fields
2.  State-change to "Kill" triggers scrip that moves ticket into TNS queue
3.  Queue-change from "DMCA" to "TNS" with "State" set to "Kill" triggers 
scrip that sends a request to kill the port associated with the IP.

What is actually happening is this:
1.  RT user logs in, puts a value into IP, changes State from "Info" to 
"Kill", then clicks "Save Changes"
1a.  RT changes State field (but not IP field)
2.  State-change to "Kill" triggers scrip that moves ticket into TNS queue
3.  Queue-change from "DMCA" to "TNS" with "State" set to "Kill" triggers 
scrip that sends a request to call me to discuss the issue (since there's 
no IP field at this point)
3a.  RT changes IP field

So the user changes 2 fields in step 1 and hits "Save Changes", but the 
State field triggers steps 2 and 3 before the IP field (which step 3 needs) 
is changed.

I tried putting the template to sleep for 5 seconds before grabbing the IP 
value for the e-mail, in the hope that the IP field would have been changed 
by the time it wakes up.  But nooooo.  It appears that the entire execution 
chain (2 scrips and a template) that is triggered by the State change has 
to complete before RT tries setting the IP field.

What I'd like to do is coax RT into consistently making the IP change 
before the State change triggers the scrip, then it would work.


>Gene LeDuc wrote:
>>Hi All,
>>I saw a post with a similar issue a while ago, but the solutions offered 
>>don't fit my situation.
>>I have 2 custom fields, IP and State.  IP is a single value text field 
>>and State is a single value combo box.
>>I'm modifying both values using the Basics tab of the Ticket screen.  I 
>>set IP to some value and State to some value via the pulldown menu, then 
>>click "Save Changes".
>>My expectation is that both values would be modified before any scrips 
>>are triggered.
>>However...  It appears that RT modifies State first, which fires a 
>>custom-condition "State Change" scrip.  IP then gets modified only after 
>>the scrip fires, so it is not available to a template used by the "State 
>>Change" scrip.  The problem is that I need the IP in order to send out an 
>>e-mail that makes sense.
>>The History display shows the State being changed, then the actions of 
>>the "State Change" scrip (a queue change and the e-mail), then the IP 
>>value being set.
>>Is there a way I can hold off on the "State Change" scrip until after 
>>both values have been changed in the Basics screen?
>>It's not a "scrip execution order" issue, because there's only 1 scrip 
>>involved.  The issue is that I need all of the updates from the web page 
>>to happen before any scrips are triggered.
>>I can work around this if I make the changes in 2 steps (change IP then 
>>change State), but I'm sure my users won't see the logic in doing this.
>>I thought about adding a condition to the "State Change" scrip that makes 
>>sure that IP is not null.  That would keep the e-mail from going out with 
>>a null IP, but then the scrip condition would not be satisfied when the 
>>IP value does finally gets modified.
>>Has anyone else conquered this issue?  Or am I missing something pretty 
>>basic?
>>Thanks,
>>Gene
>>
>
>
>--
>Gene LeDuc, GSEC
>Security Analyst
>San Diego State University 



From pkime at Shopzilla.com  Thu Apr  5 19:05:30 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Thu, 5 Apr 2007 16:05:30 -0700
Subject: [rt-users] Really slow Search page startup suddenly
Message-ID: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>

Strangely, our RT server has suddenly started being really slow loading
up the search page and running searches - the same query is logged in
the slow-log every time - any ideas:
 
# Time: 070405 16:01:56
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 38  Lock_time: 0  Rows_sent: 288  Rows_examined: 54167891
SELECT DISTINCT main.* FROM Users main , Principals Principals_1,
CachedGroupMem
bers CachedGroupMembers_2, Groups Groups_3, ACL ACL_4  WHERE
((ACL_4.PrincipalTy
pe = Groups_3.Type)) AND ((ACL_4.RightName = 'OwnTicket')) AND
((CachedGroupMemb
ers_2.MemberId = Principals_1.id)) AND ((Groups_3.id =
CachedGroupMembers_2.Grou
pId)) AND ((Principals_1.Disabled = '0')) AND
((Principals_1.PrincipalType = 'Us
er')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id))
AND ((ACL
_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND
((Groups_
3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role'))
ORDER BY
 main.RealName ASC;

 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
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From gleduc at mail.sdsu.edu  Thu Apr  5 19:44:00 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 05 Apr 2007 16:44:00 -0700
Subject: [rt-users] Order of transactions
In-Reply-To: <4615881A.2070908@lbl.gov>
References: <6.2.1.2.2.20070403132849.02d2a988@mail.sdsu.edu>
	<4613FDF9.2050408@lbl.gov>
	<6.2.1.2.2.20070404143531.02cd09f0@mail.sdsu.edu>
	<4615881A.2070908@lbl.gov>
Message-ID: <6.2.1.2.2.20070405163943.02fde490@mail.sdsu.edu>

That's what I've decided to do.  The workflow will be bouncing around like 
a pinball, though, as scrips and templates change fields and queues.  I'm 
also thinking about fooling around with TransactionBatch to see if it might 
help in this instance.  I'm using RT 3.6.3.

Thanks,
Gene

At 04:36 PM 4/5/2007, Kenneth Crocker wrote:
>Gene,
>
>
>
>         We had trouble with some code in a template and found out we were 
> trying to do too much with one return process (ie. trying to get more 
> than 1 piece of information). We use RT 3.4.5. What we did was break up 
> the code (in the template) to gather and return 1 piece of info at a time 
> in a top down design and it worked. Maybe it will for you as well.
>
>Kenn
>LBNL
>
>Gene LeDuc wrote:
>>Hi Kenn,
>>At 12:35 PM 4/4/2007, you wrote:
>>>         Why don't you put some code in the IP E_mail template to grab 
>>> the transaction value?
>>I do check for the IP value in the e-mail, but that only determines which 
>>version of the message gets sent (either kill the port or call me to 
>>discuss the issue).  So a missing IP value is legal, as is an existing IP 
>>value.  The "State" value is used to move tickets between queues, 
>>determine which e-mail to send in each queue, and what the ticket status 
>>should be at various points in the life of the ticket.
>>What should be happening is this:
>>1.  RT user logs in, puts a value into IP, changes State from "Info" to 
>>"Kill", then clicks "Save Changes"
>>1a.  RT changes IP and State fields
>>2.  State-change to "Kill" triggers scrip that moves ticket into TNS queue
>>3.  Queue-change from "DMCA" to "TNS" with "State" set to "Kill" triggers 
>>scrip that sends a request to kill the port associated with the IP.
>>What is actually happening is this:
>>1.  RT user logs in, puts a value into IP, changes State from "Info" to 
>>"Kill", then clicks "Save Changes"
>>1a.  RT changes State field (but not IP field)
>>2.  State-change to "Kill" triggers scrip that moves ticket into TNS queue
>>3.  Queue-change from "DMCA" to "TNS" with "State" set to "Kill" triggers 
>>scrip that sends a request to call me to discuss the issue (since there's 
>>no IP field at this point)
>>3a.  RT changes IP field
>>So the user changes 2 fields in step 1 and hits "Save Changes", but the 
>>State field triggers steps 2 and 3 before the IP field (which step 3 
>>needs) is changed.
>>I tried putting the template to sleep for 5 seconds before grabbing the 
>>IP value for the e-mail, in the hope that the IP field would have been 
>>changed by the time it wakes up.  But nooooo.  It appears that the entire 
>>execution chain (2 scrips and a template) that is triggered by the State 
>>change has to complete before RT tries setting the IP field.
>>What I'd like to do is coax RT into consistently making the IP change 
>>before the State change triggers the scrip, then it would work.
>>
>>>Gene LeDuc wrote:
>>>>Hi All,
>>>>I saw a post with a similar issue a while ago, but the solutions 
>>>>offered don't fit my situation.
>>>>I have 2 custom fields, IP and State.  IP is a single value text field 
>>>>and State is a single value combo box.
>>>>I'm modifying both values using the Basics tab of the Ticket screen.
>>>>I set IP to some value and State to some value via the pulldown menu, 
>>>>then click "Save Changes".
>>>>My expectation is that both values would be modified before any scrips 
>>>>are triggered.
>>>>However...  It appears that RT modifies State first, which fires a 
>>>>custom-condition "State Change" scrip.  IP then gets modified only 
>>>>after the scrip fires, so it is not available to a template used by the 
>>>>"State Change" scrip.  The problem is that I need the IP in order to 
>>>>send out an e-mail that makes sense.
>>>>The History display shows the State being changed, then the actions of 
>>>>the "State Change" scrip (a queue change and the e-mail), then the IP 
>>>>value being set.
>>>>Is there a way I can hold off on the "State Change" scrip until after 
>>>>both values have been changed in the Basics screen?
>>>>It's not a "scrip execution order" issue, because there's only 1 scrip 
>>>>involved.  The issue is that I need all of the updates from the web 
>>>>page to happen before any scrips are triggered.
>>>>I can work around this if I make the changes in 2 steps (change IP then 
>>>>change State), but I'm sure my users won't see the logic in doing this.
>>>>I thought about adding a condition to the "State Change" scrip that 
>>>>makes sure that IP is not null.  That would keep the e-mail from going 
>>>>out with a null IP, but then the scrip condition would not be satisfied 
>>>>when the IP value does finally gets modified.
>>>>Has anyone else conquered this issue?  Or am I missing something pretty 
>>>>basic?
>>>>Thanks,
>>>>Gene
>>>
>>>
>>>--
>>>Gene LeDuc, GSEC
>>>Security Analyst
>>>San Diego State University
>
>
>--
>Gene LeDuc, GSEC
>Security Analyst
>San Diego State University 



From KFCrocker at lbl.gov  Thu Apr  5 19:46:53 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 05 Apr 2007 16:46:53 -0700
Subject: [rt-users] Cannot load  saved search
In-Reply-To: <5BCB669A5538B640905AEEE2ACED931203A492@INSTEVS1.ac.lp.acml.com>
References: <5BCB669A5538B640905AEEE2ACED931203A492@INSTEVS1.ac.lp.acml.com>
Message-ID: <46158A6D.1080607@lbl.gov>

Pujari,


	What privileges have you granted? "ModifySelf" must be granted along 
with the "Load/Edit/ShowSavedSearch" privileges.

Kenn
LBNL

Pujari, Shreekant wrote:
> Hi,
> I am new user to RT.I tried to save my query and tried to Load it. Query 
> windows does not load the query. A`ny suggestions.
>  
>  
> Thanks
> 
> -----------------------------------------
> The information contained in this transmission may be privileged and
> confidential and is intended only for the use of the person(s) named
> above. If you are not the intended recipient, or an employee or agent 
> responsible
> for delivering this message to the intended recipient, any review, 
> dissemination,
> distribution or duplication of this communication is strictly 
> prohibited. If you are
> not the intended recipient, please contact the sender immediately by 
> reply e-mail
> and destroy all copies of the original message. Please note that we do 
> not accept
> account orders and/or instructions by e-mail, and therefore will not be 
> responsible
> for carrying out such orders and/or instructions. If you, as the 
> intended recipient
> of this message, the purpose of which is to inform and update our 
> clients, prospects
> and consultants of developments relating to our services and products, 
> would not
> like to receive further e-mail correspondence from the sender, please 
> "reply" to the
> sender indicating your wishes. In the U.S.: 1345 Avenue of the Americas, 
> New York,
> NY 10105.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Kuehne-Nagel.com  Thu Apr  5 20:21:54 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Fri, 6 Apr 2007 02:21:54 +0200
Subject: AW: [rt-users] Really slow Search page startup suddenly
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039431424F@w3hamboex11.ger.win.int.kn>

Hi philip,

This I found also during the last months. If you open up the search page, he loads every time the whole list of priviledged uisers, in our case a list of 30.000 people. 

I'm not sure if this is needed, possibly a change at the querybuilder page can help, change the user drop down to a input field could help, but I didn't tried it till now.

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Fri Apr 06 01:05:30 2007
Subject: [rt-users] Really slow Search page startup suddenly

Strangely, our RT server has suddenly started being really slow loading up the search page and running searches - the same query is logged in the slow-log every time - any ideas:
 
# Time: 070405 16:01:56
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 38  Lock_time: 0  Rows_sent: 288  Rows_examined: 54167891
SELECT DISTINCT main.* FROM Users main , Principals Principals_1, CachedGroupMem
bers CachedGroupMembers_2, Groups Groups_3, ACL ACL_4  WHERE ((ACL_4.PrincipalTy
pe = Groups_3.Type)) AND ((ACL_4.RightName = 'OwnTicket')) AND ((CachedGroupMemb
ers_2.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_2.Grou
pId)) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'Us
er')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ((ACL
_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_
3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role'))  ORDER BY
 main.RealName ASC;

 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
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From jesse at bestpractical.com  Thu Apr  5 20:31:46 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 6 Apr 2007 09:31:46 +0900
Subject: [rt-users] Really slow Search page startup suddenly
In-Reply-To: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
Message-ID: <09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>


On Apr 6, 2007, at 8:05 AM, Philip Kime wrote:

> Strangely, our RT server has suddenly started being really slow  
> loading up the search page and running searches - the same query is  
> logged in the slow-log every time - any ideas:
>
Likely you granted some large group of users the right to own tickets.

> # Time: 070405 16:01:56
> # User at Host: rt_user[rt_user] @ localhost []
> # Query_time: 38  Lock_time: 0  Rows_sent: 288  Rows_examined:  
> 54167891
> SELECT DISTINCT main.* FROM Users main , Principals Principals_1,  
> CachedGroupMem
> bers CachedGroupMembers_2, Groups Groups_3, ACL ACL_4  WHERE  
> ((ACL_4.PrincipalTy
> pe = Groups_3.Type)) AND ((ACL_4.RightName = 'OwnTicket')) AND  
> ((CachedGroupMemb
> ers_2.MemberId = Principals_1.id)) AND ((Groups_3.id =  
> CachedGroupMembers_2.Grou
> pId)) AND ((Principals_1.Disabled = '0')) AND  
> ((Principals_1.PrincipalType = 'Us
> er')) AND ((Principals_1.id != '1')) AND ((main.id =  
> Principals_1.id)) AND ((ACL
> _4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System'))  
> AND ((Groups_
> 3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System- 
> Role'))  ORDER BY
>  main.RealName ASC;
>
> --
> Philip Kime
> NOPS Systems Architect
> 310 401 0407
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From Shreekant.Pujari at alliancebernstein.com  Thu Apr  5 20:32:15 2007
From: Shreekant.Pujari at alliancebernstein.com (Pujari, Shreekant)
Date: Thu, 5 Apr 2007 20:32:15 -0400
Subject: [rt-users] Cannot load  saved search
Message-ID: <5BCB669A5538B640905AEEE2ACED931203A49F@INSTEVS1.ac.lp.acml.com>

I have granted all privileges 

----- Original Message -----
From: Kenneth Crocker <KFCrocker at lbl.gov>
To: Pujari, Shreekant
Cc: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Thu Apr 05 19:46:53 2007
Subject: Re: [rt-users] Cannot load  saved search

Pujari,


	What privileges have you granted? "ModifySelf" must be granted along 
with the "Load/Edit/ShowSavedSearch" privileges.

Kenn
LBNL

Pujari, Shreekant wrote:
> Hi,
> I am new user to RT.I tried to save my query and tried to Load it. Query 
> windows does not load the query. A`ny suggestions.
>  
>  
> Thanks
> 
> -----------------------------------------
> The information contained in this transmission may be privileged and
> confidential and is intended only for the use of the person(s) named
> above. If you are not the intended recipient, or an employee or agent 
> responsible
> for delivering this message to the intended recipient, any review, 
> dissemination,
> distribution or duplication of this communication is strictly 
> prohibited. If you are
> not the intended recipient, please contact the sender immediately by 
> reply e-mail
> and destroy all copies of the original message. Please note that we do 
> not accept
> account orders and/or instructions by e-mail, and therefore will not be 
> responsible
> for carrying out such orders and/or instructions. If you, as the 
> intended recipient
> of this message, the purpose of which is to inform and update our 
> clients, prospects
> and consultants of developments relating to our services and products, 
> would not
> like to receive further e-mail correspondence from the sender, please 
> "reply" to the
> sender indicating your wishes. In the U.S.: 1345 Avenue of the Americas, 
> New York,
> NY 10105.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-----------------------------------------
The information contained in this transmission may be privileged and confidential and is intended only for the use of the person(s) named above. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, any review, dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please contact the sender immediately by reply e-mail and destroy all copies of the original message. Please note that we do not accept account orders and/or instructions by e-mail, and therefore will not be responsible for carrying out such orders and/or instructions.  If you, as the intended recipient of this message, the purpose of which is to inform and update our clients, prospects and consultants of developments relating to our services and products, would not like to receive further e-mail correspondence from the sender, please "reply" to the sender indicating your wishes.  In the U.S.: 1345 Avenue of the Americas, New York, NY 10105.

From pkime at Shopzilla.com  Thu Apr  5 21:14:11 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Thu, 5 Apr 2007 18:14:11 -0700
Subject: [rt-users] Really slow Search page startup suddenly
In-Reply-To: <09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
	<09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
Message-ID: <9C0091F428E697439E7A773FFD083427A92C60@szexchange.Shopzilla.inc>

Hmm - not that I know of - we don't have that many users, even if they
could all own tickets, it would be about 1300 users. Is that large
enough to be a problem? Normally the Owner list is less than 100 users
so I could check if someone did something. It seems back to normal now
though ...
 
I noticed that the DB query was in the state "Copying to tmp table" for
most of the time the query took.
 
PK

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From jesse at bestpractical.com  Thu Apr  5 21:21:33 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 6 Apr 2007 10:21:33 +0900
Subject: [rt-users] Really slow Search page startup suddenly
In-Reply-To: <9C0091F428E697439E7A773FFD083427A92C60@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
	<09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
	<9C0091F428E697439E7A773FFD083427A92C60@szexchange.Shopzilla.inc>
Message-ID: <178ECCE1-1FBE-4E15-9784-026222AF0ED5@bestpractical.com>


On Apr 6, 2007, at 10:14 AM, Philip Kime wrote:

> Hmm - not that I know of - we don't have that many users, even if  
> they could all own tickets, it would be about 1300 users. Is that  
> large enough to be a problem? Normally the Owner list is less than  
> 100 users so I could check if someone did something. It seems back  
> to normal now though ...

That was 288 users for the list, so maybe.

>
> I noticed that the DB query was in the state "Copying to tmp table"  
> for most of the time the query took.

That might indicate that your db wants a bit of tuning.

-j

> PK
>

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From ruslan.zakirov at gmail.com  Fri Apr  6 08:15:00 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 6 Apr 2007 16:15:00 +0400
Subject: [rt-users] Really slow Search page startup suddenly
In-Reply-To: <09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
	<09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
Message-ID: <589c94400704060515v4ae63074o62fb754371a92b91@mail.gmail.com>

On 4/6/07, Jesse Vincent <jesse at bestpractical.com> wrote:
>
>
> On Apr 6, 2007, at 8:05 AM, Philip Kime wrote:
>
> Strangely, our RT server has suddenly started being really slow loading up
> the search page and running searches - the same query is logged in the
> slow-log every time - any ideas:
>
> Likely you granted some large group of users the right to own tickets.
"Rows_sent: 288  ", So it's not that large group, but "Rows_examined:
54167891" wwhat is really wierd.

>
> # Time: 070405 16:01:56
> # User at Host: rt_user[rt_user] @ localhost []
> # Query_time: 38  Lock_time: 0  Rows_sent: 288  Rows_examined: 54167891
> SELECT DISTINCT main.* FROM Users main , Principals Principals_1,
> CachedGroupMem
> bers CachedGroupMembers_2, Groups Groups_3, ACL ACL_4  WHERE
> ((ACL_4.PrincipalTy
> pe = Groups_3.Type)) AND ((ACL_4.RightName = 'OwnTicket')) AND
> ((CachedGroupMemb
> ers_2.MemberId = Principals_1.id)) AND ((Groups_3.id =
> CachedGroupMembers_2.Grou
> pId)) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType =
> 'Us
> er')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND
> ((ACL
> _4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND
> ((Groups_
> 3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role'))
> ORDER BY
>  main.RealName ASC;
>
>
> --
> Philip Kime
> NOPS Systems Architect
> 310 401 0407
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jesse at bestpractical.com  Fri Apr  6 08:28:46 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 6 Apr 2007 21:28:46 +0900
Subject: [rt-users] Really slow Search page startup suddenly
In-Reply-To: <589c94400704060515v4ae63074o62fb754371a92b91@mail.gmail.com>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
	<09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
	<589c94400704060515v4ae63074o62fb754371a92b91@mail.gmail.com>
Message-ID: <6B6E1DCE-9754-474F-9EA6-F5692D4F7781@bestpractical.com>


On Apr 6, 2007, at 9:15 PM, Ruslan Zakirov wrote:

> On 4/6/07, Jesse Vincent <jesse at bestpractical.com> wrote:
>>
>>
>> On Apr 6, 2007, at 8:05 AM, Philip Kime wrote:
>>
>> Strangely, our RT server has suddenly started being really slow  
>> loading up
>> the search page and running searches - the same query is logged in  
>> the
>> slow-log every time - any ideas:
>>
>> Likely you granted some large group of users the right to own  
>> tickets.
> "Rows_sent: 288  ", So it's not that large group, but "Rows_examined:
> 54167891" wwhat is really wierd.
>

Yeah. MySQL 5?

-j
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From ruslan.zakirov at gmail.com  Fri Apr  6 08:34:41 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 6 Apr 2007 16:34:41 +0400
Subject: [rt-users] Really slow Search page startup suddenly
In-Reply-To: <6B6E1DCE-9754-474F-9EA6-F5692D4F7781@bestpractical.com>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
	<09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
	<589c94400704060515v4ae63074o62fb754371a92b91@mail.gmail.com>
	<6B6E1DCE-9754-474F-9EA6-F5692D4F7781@bestpractical.com>
Message-ID: <589c94400704060534n2677dd45ha861f16a55c50271@mail.gmail.com>

On 4/6/07, Jesse Vincent <jesse at bestpractical.com> wrote:
>
> On Apr 6, 2007, at 9:15 PM, Ruslan Zakirov wrote:
>
> > On 4/6/07, Jesse Vincent <jesse at bestpractical.com> wrote:
> >>
> >>
> >> On Apr 6, 2007, at 8:05 AM, Philip Kime wrote:
> >>
> >> Strangely, our RT server has suddenly started being really slow
> >> loading up
> >> the search page and running searches - the same query is logged in
> >> the
> >> slow-log every time - any ideas:
> >>
> >> Likely you granted some large group of users the right to own
> >> tickets.
> > "Rows_sent: 288  ", So it's not that large group, but "Rows_examined:
> > 54167891" wwhat is really wierd.
> >
>
> Yeah. MySQL 5?
Most probably, 4.1 gens good plan for this.

>
> -j
>
>


-- 
Best regards, Ruslan.


From sturner at MIT.EDU  Fri Apr  6 08:56:56 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 06 Apr 2007 08:56:56 -0400
Subject: [rt-users] Really slow Search page startup suddenly
In-Reply-To: <9C0091F428E697439E7A773FFD083427A92C60@szexchange.Shopzill a.inc>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
	<09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
	<9C0091F428E697439E7A773FFD083427A92C60@szexchange.Shopzilla.inc>
Message-ID: <6.2.3.4.2.20070406085524.03be1a08@po14.mit.edu>

At Thursday 4/5/2007 09:14 PM, Philip Kime wrote:
>Hmm - not that I know of - we don't have that many users, even if 
>they could all own tickets, it would be about 1300 users. Is that 
>large enough to be a problem?

Philip,

A quick check would be to remove the owner drop-down and see if 
things speed up. If you're interested, we replaced the drop-down list 
with a simple input field for performance reasons, and I could dig 
out our change - let me know.

Steve



From egaona at us.ibm.com  Fri Apr  6 09:13:49 2007
From: egaona at us.ibm.com (Enrique Gaona)
Date: Fri, 6 Apr 2007 08:13:49 -0500
Subject: [rt-users] Question about autogenerating custom fields
In-Reply-To: <6.2.1.2.2.20070405090218.02a083f8@mail.sdsu.edu>
Message-ID: <OF41F90A10.BE1C4553-ON872572B5.00487C80-862572B5.0048A061@us.ibm.com>


Gene,
Thanks for the suggestion.   I'll look through the Contributions for some
examples.

Enrique




                                                                           
             Gene  LeDuc                                                   
             <gleduc at mail.sdsu                                             
             .edu>                                                      To 
                                       Enrique Gaona/Austin/IBM at IBMUS      
             04/05/2007 11:10                                           cc 
             AM                        RT User List                        
                                       <rt-users at lists.bestpractical.com>  
                                                                   Subject 
                                       Re: [rt-users] Question about       
                                       autogenerating custom fields        
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




I don't know if you can auto-generate custom fields, but you can certainly
store multiple values within an already existing custom field.  For
instance, set up custom fields for Hardware, OS, Applications, etc,
creating each field as a "multiple values" field.  Each field can then hold

as many values as you like.  Using a scrip to load values into the fields
is fairly straightforward and there are examples in the Contributions (or
Code Snippets, I can never remember which) area of the wiki.

Let me know if this doesn't answer your question.

Regards,
Gene

At 03:19 PM 4/4/2007, Enrique Gaona wrote:

>I've been asked by my RT users if there's a way to dynamically render
>custom fields in a given ticket. For instance, in one of our hardware
>request queues, if a user would request 5 different hardwares with 3
>different OS, middlewares, etc. They want to be able to specify 5 systems
>and it would render 5 different fields. I know out of the box, RT does not

>have this capability, but what I'd like to know, if this is doable and has

>someone done this already and maybe perhaps point me to the right
direction.
>
>Thanks in advance.
>
>Enrique


--
Gene LeDuc, GSEC
Security Analyst
San Diego State University

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From pkime at Shopzilla.com  Fri Apr  6 11:53:06 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Fri, 6 Apr 2007 08:53:06 -0700
Subject: [rt-users] Really slow Search page startup suddenly
In-Reply-To: <6B6E1DCE-9754-474F-9EA6-F5692D4F7781@bestpractical.com>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
	<09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
	<589c94400704060515v4ae63074o62fb754371a92b91@mail.gmail.com>
	<6B6E1DCE-9754-474F-9EA6-F5692D4F7781@bestpractical.com>
Message-ID: <9C0091F428E697439E7A773FFD083427A92C68@szexchange.Shopzilla.inc>

> "Rows_sent: 288  ", So it's not that large group, but "Rows_examined:
> 54167891" wwhat is really wierd.

>Yeah. MySQL 5?

5.0.27. It is intermittent - first time I've seen it was yesterday.
Still using SearchBuilder 1.43 on that box.

PK



From KFCrocker at lbl.gov  Fri Apr  6 11:57:15 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 06 Apr 2007 08:57:15 -0700
Subject: [rt-users] Cannot load  saved search
In-Reply-To: <5BCB669A5538B640905AEEE2ACED931203A49F@INSTEVS1.ac.lp.acml.com>
References: <5BCB669A5538B640905AEEE2ACED931203A49F@INSTEVS1.ac.lp.acml.com>
Message-ID: <46166DDB.7050306@lbl.gov>

Pujari,


	On what basis? Global everyone? Global Privileged? Queue by Queue for 
groups? That kind of info will help.

Kenn
LBNL

Pujari, Shreekant wrote:
> I have granted all privileges 
> 
> ----- Original Message -----
> From: Kenneth Crocker <KFCrocker at lbl.gov>
> To: Pujari, Shreekant
> Cc: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
> Sent: Thu Apr 05 19:46:53 2007
> Subject: Re: [rt-users] Cannot load  saved search
> 
> Pujari,
> 
> 
> 	What privileges have you granted? "ModifySelf" must be granted along 
> with the "Load/Edit/ShowSavedSearch" privileges.
> 
> Kenn
> LBNL
> 
> Pujari, Shreekant wrote:
>> Hi,
>> I am new user to RT.I tried to save my query and tried to Load it. Query 
>> windows does not load the query. A`ny suggestions.
>>  
>>  
>> Thanks
>>
>> -----------------------------------------
>> The information contained in this transmission may be privileged and
>> confidential and is intended only for the use of the person(s) named
>> above. If you are not the intended recipient, or an employee or agent 
>> responsible
>> for delivering this message to the intended recipient, any review, 
>> dissemination,
>> distribution or duplication of this communication is strictly 
>> prohibited. If you are
>> not the intended recipient, please contact the sender immediately by 
>> reply e-mail
>> and destroy all copies of the original message. Please note that we do 
>> not accept
>> account orders and/or instructions by e-mail, and therefore will not be 
>> responsible
>> for carrying out such orders and/or instructions. If you, as the 
>> intended recipient
>> of this message, the purpose of which is to inform and update our 
>> clients, prospects
>> and consultants of developments relating to our services and products, 
>> would not
>> like to receive further e-mail correspondence from the sender, please 
>> "reply" to the
>> sender indicating your wishes. In the U.S.: 1345 Avenue of the Americas, 
>> New York,
>> NY 10105.
>>
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> -----------------------------------------
> The information contained in this transmission may be privileged and confidential and is intended only for the use of the person(s) named above. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, any review, dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please contact the sender immediately by reply e-mail and destroy all copies of the original message. Please note that we do not accept account orders and/or instructions by e-mail, and therefore will not be responsible for carrying out such orders and/or instructions.  If you, as the intended recipient of this message, the purpose of which is to inform and update our clients, prospects and consultants of developments relating to our services and products, would not like to receive further e-mail correspondence from the sender, please "reply" to the sender indicatin
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From jesse at bestpractical.com  Fri Apr  6 11:57:10 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 7 Apr 2007 00:57:10 +0900
Subject: [rt-users] Really slow Search page startup suddenly
In-Reply-To: <9C0091F428E697439E7A773FFD083427A92C68@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
	<09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
	<589c94400704060515v4ae63074o62fb754371a92b91@mail.gmail.com>
	<6B6E1DCE-9754-474F-9EA6-F5692D4F7781@bestpractical.com>
	<9C0091F428E697439E7A773FFD083427A92C68@szexchange.Shopzilla.inc>
Message-ID: <3629B8F1-0F9F-411E-B8F2-D5DE55A9A954@bestpractical.com>


On Apr 7, 2007, at 12:53 AM, Philip Kime wrote:

>> "Rows_sent: 288  ", So it's not that large group, but "Rows_examined:
>> 54167891" wwhat is really wierd.
>
>> Yeah. MySQL 5?
>
> 5.0.27. It is intermittent - first time I've seen it was yesterday.
> Still using SearchBuilder 1.43 on that box.
>

Hey Todd, you were looking for an RT query that's pessimal on 5.0?

;)

> PK
>

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From JStark at sumtotalsystems.com  Fri Apr  6 12:17:20 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Fri, 6 Apr 2007 09:17:20 -0700
Subject: [rt-users] Manually Creating Approvals
In-Reply-To: <3629B8F1-0F9F-411E-B8F2-D5DE55A9A954@bestpractical.com>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc><09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com><589c94400704060515v4ae63074o62fb754371a92b91@mail.gmail.com><6B6E1DCE-9754-474F-9EA6-F5692D4F7781@bestpractical.com><9C0091F428E697439E7A773FFD083427A92C68@szexchange.Shopzilla.inc>
	<3629B8F1-0F9F-411E-B8F2-D5DE55A9A954@bestpractical.com>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC030410BE@mtn-exch1.sumtotalsystems.com>

Hi

Our approval process that we need to put in place doesn't work all that
well with the approval process as documented with templates.  Our
process requires me to copy all the data from the originating ticket
then have the user populate one additional field in the approval ticket.

I have been able to create the ticket, copy the data, update the
dependencies for the ticket and display the ticket in the edit form.
However, even if I assign $ARGS{'Type'} or $ARGS{'type'} to be
"approval" it does not create the approval...rather that is, the ticket
shows up in the "Change Management" Queue, but does not appear in the
Approvals page as is the case when using the templates.

Can someone please point me in the direction of how I would manually
indicate that a ticket is to be an approval ticket?

Thanks, 


 
Jeff Stark


From gleduc at mail.sdsu.edu  Fri Apr  6 12:24:23 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 06 Apr 2007 09:24:23 -0700
Subject: [rt-users] Question about autogenerating custom fields
In-Reply-To: <OF41F90A10.BE1C4553-ON872572B5.00487C80-862572B5.0048A061@
	us.ibm.com>
References: <6.2.1.2.2.20070405090218.02a083f8@mail.sdsu.edu>
	<OF41F90A10.BE1C4553-ON872572B5.00487C80-862572B5.0048A061@us.ibm.com>
Message-ID: <6.2.1.2.2.20070406092001.02d00808@mail.sdsu.edu>

Hi Enrique,

Here are the functions I use for populating and reading CFs in scrips and 
templates.  I just wrapped function headers around the the code I found in 
the wiki.  The get_custom_list function uses brute force to find the CF Id 
because I got tired of trying to figure out how to get it by name, but it 
works for me (I only have a template version because I haven't had to read 
multiple values in a scrip yet, but converting it for scrip use should be 
trivial).

For scrips:

### Sets custom field value
### usage: set_custom($field_name, $field_value);
sub set_custom {
   (my $CFName, my $CFValue) = @_;
   my $CF_Obj = RT::CustomField->new($self->CurrentUser);
   $CF_Obj->LoadByName(Name=>$CFName,);
   $CF_Obj->AddValueForObject(Object=>$self->TicketObj, Content=>$CFValue,);
}

### Returns custom field value (single value) or undefined
### usage: $value = get_custom($field_name);
sub get_custom {
   my $target_name = $_[0];
   my $val = $self->TicketObj->FirstCustomFieldValue($target_name);
   return $val
     if defined $val;
   return undef;
}

For templates:

### Sets custom field value (works for single and multiple values)
### usage: set_custom($field_name, $field_value);
sub set_custom {
   (my $target_name, my $val) = @_;
   my $CF_Obj = RT::CustomField->new($Ticket->CurrentUser);
   $CF_Obj->LoadByName(Name=>$target_name,);
   $CF_Obj->AddValueForObject(Object=>$Ticket, Content=>$val,);
}

### Returns custom field value (single value only) or undefined
### usage: $value = get_custom($field_name);
sub get_custom {
   my $target_name = $_[0];
   my $val = $Ticket->FirstCustomFieldValue($target_name);
   return $val
     if defined $val;
   return undef;
}

### Returns custom field values (multiple values) or undefined
### usage: @list = get_custom_list($field_name);
sub get_custom_list {
   my $target_name = $_[0];
   my @ret;
   my $CustomFields = $Ticket->QueueObj->TicketCustomFields();
   while (my $CustomField = $CustomFields->Next()) {
     if ($CustomField->Name eq $target_name) {
       my $CustomFieldValues = $Ticket->CustomFieldValues($CustomField->Id);
       while (my $val = $CustomFieldValues->Next()) {
         push @ret, $val->Content;
       }
       return @ret
         if defined @ret;
       return undef;
     }
   }
   return undef;
}

Regards,
Gene


At 06:13 AM 4/6/2007, Enrique Gaona wrote:

>Gene,
>Thanks for the suggestion. I'll look through the Contributions for some 
>examples.
>
>Enrique



From gleduc at mail.sdsu.edu  Fri Apr  6 13:47:47 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 06 Apr 2007 10:47:47 -0700
Subject: [rt-users] CustomField transactions not being created
Message-ID: <6.2.1.2.2.20070406103154.02d57bb8@mail.sdsu.edu>

Hi All,

I'm running RT 3.6.3 and am baffled by a transaction issue.  I have an 
OnCreate scrip that extracts information from the e-mail and populates 2 
custom fields with the info.  Then it sets a 3rd custom field to a value 
that I expect to trigger another scrip.

My problem is that no transactions are being created when I set the values 
of the custom fields, so the conditions that should trigger the other 
scrips aren't happening.

Looking at the Transactions table in the database, I see 5 transactions for 
this ticket - 4 that create pseudo-groups and 1 that creates the 
ticket.  There aren't any that show that I modified the custom fields, 
although they have the expected values.  The ticket history only shows the 
ticket creation, no changes to it.  Is this because it's within an OnCreate 
scrip?  If I manually set one of the custom fields in an existing ticket 
from within RT, the transactions are recorded and my scrips fire as expected.

Does anyone know how I can get transactions to be created within the scrip 
for custom fields?

Thanks,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From mikef at ack.berkeley.edu  Fri Apr  6 14:05:48 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Fri, 6 Apr 2007 11:05:48 -0700 (PDT)
Subject: [rt-users] Finding mysql SSL certificates 
In-Reply-To: <20070404144851.I49980@malcolm.berkeley.edu>
References: <20070403100303.K980@malcolm.berkeley.edu>
	<696EF177-E217-470E-A327-DBA2EE469084@bestpractical.com>
	<20070404144851.I49980@malcolm.berkeley.edu>
Message-ID: <20070406080139.M5021@malcolm.berkeley.edu>

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

Normally I would wait longer than a couple of days for a reply before 
reposting a question to this list, so I apologize for seeming impatient. 
But I find it hard to believe that running RT against a remote mysql db 
using SSL is such an uncommon thing for people to do.  So, surely many 
others already know the answer to my question.

When I consult the list archives, the RT wiki and google in general, all I 
find about SSL and RT relates to the use of SSL with Apache and the web 
interface.  But I'm interested in the *mysql* SSL interface.  From what I 
can tell thus far, perl DBI/DBD code doesn't honor the mysql my.cnf config 
file by default, so one must insert perl code(*) to cause it to do so. How 
else can I inform the mysql client where to find the mysql server SSL 
certificate?

(*) According to the CPAN docs for DBD::mysql:

   mysql_read_default_group

   These options can be used to read a config file like /etc/my.cnf
   or ~/.my.cnf. By default MySQL's C client library doesn't use any
   config files unlike the client programs (mysql, mysqladmin, ...)
   that do, but outside of the C client library. Thus you need to
   explicitly request reading a config file, as in

     $dsn = "DBI:mysql:test;mysql_read_default_file=/home/joe/my.cnf";
     $dbh = DBI->connect($dsn, $user, $password)

Do I need to add code like the first line above somewhere in RT?  If so, 
where?  Or are there some values that can be put into RT_SiteConfig.pm 
that I don't know about?  This is all in reference to RT 3.6.3.

I hope someone can help.

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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=Pby1
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From Brian_Gupta at timeinc.com  Fri Apr  6 15:14:35 2007
From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com)
Date: Fri, 6 Apr 2007 15:14:35 -0400
Subject: [rt-users] Scrip repository?
In-Reply-To: <20070405012154.C03364D8211@diesel.bestpractical.com>
Message-ID: <BEF6BF438B8E65438F782AA0EC0ACBED11A0D4@NYCMSGMB04.enterprise.corpad.timeinc.com>

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

Hi is anyone keeping a public scrip repository? I not can we start one?

Thanks,
Brian

Brian Gupta
Time Inc
Information Technology Dept
212-522-1401

-----BEGIN PGP SIGNATURE-----
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From ruslan.zakirov at gmail.com  Fri Apr  6 17:49:17 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 7 Apr 2007 01:49:17 +0400
Subject: [rt-users] Scrip repository?
In-Reply-To: <BEF6BF438B8E65438F782AA0EC0ACBED11A0D4@NYCMSGMB04.enterprise.corpad.timeinc.com>
References: <20070405012154.C03364D8211@diesel.bestpractical.com>
	<BEF6BF438B8E65438F782AA0EC0ACBED11A0D4@NYCMSGMB04.enterprise.corpad.timeinc.com>
Message-ID: <589c94400704061449v7e37446atb7502d86fcd88c91@mail.gmail.com>

No, as far as I know. I thought several times about starting
RT::Toolkit distribution with collection of popular scrip actions,
conditions and may be templates, but that doesn't exist yet :)

On 4/6/07, Brian_Gupta at timeinc.com <Brian_Gupta at timeinc.com> wrote:
>
> Hi is anyone keeping a public scrip repository? I not can we start one?
>
> Thanks,
> Brian
>
> Brian Gupta
> Time Inc
> Information Technology Dept
> 212-522-1401


-- 
Best regards, Ruslan.


From torsten.brumm at Kuehne-Nagel.com  Fri Apr  6 20:10:19 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Sat, 7 Apr 2007 02:10:19 +0200
Subject: AW: [rt-users] CustomField transactions not being created
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394314251@w3hamboex11.ger.win.int.kn>

How do you extract the values into the cf's? Do you use the extractcustomfieldsvalues from dirk pape? If so, check that youi have enabled the record transaction inside the template, this gives you a hint.

Next, have you checked the exec order of your scrips or is all done by a single scrip?

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt Users <rt-users at lists.bestpractical.com>
Sent: Fri Apr 06 19:47:47 2007
Subject: [rt-users] CustomField transactions not being created

Hi All,

I'm running RT 3.6.3 and am baffled by a transaction issue.  I have an 
OnCreate scrip that extracts information from the e-mail and populates 2 
custom fields with the info.  Then it sets a 3rd custom field to a value 
that I expect to trigger another scrip.

My problem is that no transactions are being created when I set the values 
of the custom fields, so the conditions that should trigger the other 
scrips aren't happening.

Looking at the Transactions table in the database, I see 5 transactions for 
this ticket - 4 that create pseudo-groups and 1 that creates the 
ticket.  There aren't any that show that I modified the custom fields, 
although they have the expected values.  The ticket history only shows the 
ticket creation, no changes to it.  Is this because it's within an OnCreate 
scrip?  If I manually set one of the custom fields in an existing ticket 
from within RT, the transactions are recorded and my scrips fire as expected.

Does anyone know how I can get transactions to be created within the scrip 
for custom fields?

Thanks,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 

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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From torsten.brumm at Kuehne-Nagel.com  Fri Apr  6 20:13:59 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Sat, 7 Apr 2007 02:13:59 +0200
Subject: AW: [rt-users] Manually Creating Approvals
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394314252@w3hamboex11.ger.win.int.kn>

Hji jeff,

Have you checked inside the db what type the newly created ticket is? It must be of type 'approval'

Then check the rights to your approval queue, has the guy who should approve enought rights there?

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: RT User List <rt-users at lists.bestpractical.com>
Sent: Fri Apr 06 18:17:20 2007
Subject: [rt-users] Manually Creating Approvals

Hi

Our approval process that we need to put in place doesn't work all that
well with the approval process as documented with templates.  Our
process requires me to copy all the data from the originating ticket
then have the user populate one additional field in the approval ticket.

I have been able to create the ticket, copy the data, update the
dependencies for the ticket and display the ticket in the edit form.
However, even if I assign $ARGS{'Type'} or $ARGS{'type'} to be
"approval" it does not create the approval...rather that is, the ticket
shows up in the "Change Management" Queue, but does not appear in the
Approvals page as is the case when using the templates.

Can someone please point me in the direction of how I would manually
indicate that a ticket is to be an approval ticket?

Thanks, 


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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
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From pkime at Shopzilla.com  Fri Apr  6 20:42:31 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Fri, 6 Apr 2007 17:42:31 -0700
Subject: [rt-users] Really slow Search page startup suddenly
In-Reply-To: <3629B8F1-0F9F-411E-B8F2-D5DE55A9A954@bestpractical.com>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
	<09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
	<589c94400704060515v4ae63074o62fb754371a92b91@mail.gmail.com>
	<6B6E1DCE-9754-474F-9EA6-F5692D4F7781@bestpractical.com>
	<9C0091F428E697439E7A773FFD083427A92C68@szexchange.Shopzilla.inc>
	<3629B8F1-0F9F-411E-B8F2-D5DE55A9A954@bestpractical.com>
Message-ID: <9C0091F428E697439E7A773FFD083427A92C70@szexchange.Shopzilla.inc>

It's happening all the time now for some reason. This is really odd - it
just seems to have started - here's a typical example - state is
"Copying to tmp table" during the execution:

# Time: 070406 17:25:05
# User at Host: rt_user[rt_user] @ localhost []
# Query_time: 38  Lock_time: 0  Rows_sent: 288  Rows_examined: 54320878

mysql> explain SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL
ACL_4 JOIN
Principals Principals_1  ON ( Principals_1.id = main.id ) JOIN
CachedGroupMember
s CachedGroupMembers_2  ON ( CachedGroupMembers_2.MemberId =
Principals_1.id ) J
OIN Groups Groups_3  ON ( Groups_3.id = CachedGroupMembers_2.GroupId )
WHERE (P
rincipals_1.Disabled = '0') AND (ACL_4.PrincipalType = Groups_3.Type)
AND (Princ
ipals_1.id != '1') AND (Principals_1.PrincipalType = 'User') AND
(ACL_4.RightNam
e = 'OwnTicket') AND ((ACL_4.ObjectType = 'RT::Queue') OR
(ACL_4.ObjectType = 'R
T::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR
(Groups_3.Domain = 'RT
::System-Role'))  ORDER BY main.RealName ASC\G
*************************** 1. row ***************************
           id: 1
  select_type: SIMPLE
        table: main
         type: range
possible_keys: PRIMARY
          key: PRIMARY
      key_len: 4
          ref: NULL
         rows: 696
        Extra: Using where; Using temporary; Using filesort
*************************** 2. row ***************************
           id: 1
  select_type: SIMPLE
        table: main
         type: range
possible_keys: PRIMARY
          key: PRIMARY
      key_len: 4
          ref: NULL
         rows: 696
        Extra: Using where; Using temporary; Using filesort
*************************** 2. row ***************************
           id: 1
  select_type: SIMPLE
        table: Principals_1
         type: eq_ref
possible_keys: PRIMARY
          key: PRIMARY
      key_len: 4
          ref: rt3.main.id
         rows: 1
        Extra: Using where; Distinct
*************************** 3. row ***************************
           id: 1
  select_type: SIMPLE
        table: CachedGroupMembers_2
         type: ref
possible_keys: DisGrouMem,SHRD_CGM1
          key: SHRD_CGM1
      key_len: 5
          ref: rt3.main.id
         rows: 1
        Extra: Using where; Using index; Distinct
*************************** 4. row ***************************
           id: 1
  select_type: SIMPLE
        table: ACL_4
         type: range
possible_keys: ACL1
          key: ACL1
      key_len: 54
          ref: NULL
         rows: 77
        Extra: Using where; Using index; Distinct
*************************** 5. row ***************************
           id: 1
  select_type: SIMPLE
        table: Groups_3
         type: eq_ref
possible_keys: PRIMARY,Groups1,Groups2
          key: PRIMARY
      key_len: 4
          ref: rt3.CachedGroupMembers_2.GroupId
         rows: 1
        Extra: Using where; Distinct
5 rows in set (0.01 sec)



From JStark at sumtotalsystems.com  Sat Apr  7 11:18:20 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Sat, 7 Apr 2007 08:18:20 -0700
Subject: [rt-users] Manually Creating Approvals
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394314252@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB0394314252@w3hamboex11.ger.win.int.kn>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03041342@mtn-exch1.sumtotalsystems.com>

Thanks Torsten,
 
Not sure what happened, but suddenly it began working...I must have had
a Typo somewhere.
 
Anyhow, now its working great.
 
Thanks,
 
 
Jeff Stark

 

________________________________

From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] 
Sent: Friday, April 06, 2007 8:14 PM
To: Jeff Stark; rt-users at lists.bestpractical.com
Subject: AW: [rt-users] Manually Creating Approvals



Hji jeff,

Have you checked inside the db what type the newly created ticket is? It
must be of type 'approval'

Then check the rights to your approval queue, has the guy who should
approve enought rights there?

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
<rt-users-bounces at lists.bestpractical.com>
To: RT User List <rt-users at lists.bestpractical.com>
Sent: Fri Apr 06 18:17:20 2007
Subject: [rt-users] Manually Creating Approvals

Hi

Our approval process that we need to put in place doesn't work all that
well with the approval process as documented with templates.  Our
process requires me to copy all the data from the originating ticket
then have the user populate one additional field in the approval ticket.

I have been able to create the ticket, copy the data, update the
dependencies for the ticket and display the ticket in the edit form.
However, even if I assign $ARGS{'Type'} or $ARGS{'type'} to be
"approval" it does not create the approval...rather that is, the ticket
shows up in the "Change Management" Queue, but does not appear in the
Approvals page as is the case when using the templates.

Can someone please point me in the direction of how I would manually
indicate that a ticket is to be an approval ticket?

Thanks,



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

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


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


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From pkime at Shopzilla.com  Sat Apr  7 13:36:31 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Sat, 7 Apr 2007 10:36:31 -0700
Subject: [rt-users] Really slow Search page startup suddenly
In-Reply-To: <589c94400704060534n2677dd45ha861f16a55c50271@mail.gmail.com>
References: <9C0091F428E697439E7A773FFD083427A92C51@szexchange.Shopzilla.inc>
	<09EAB127-2D79-4C28-8069-97AD849C1EDB@bestpractical.com>
	<589c94400704060515v4ae63074o62fb754371a92b91@mail.gmail.com>
	<6B6E1DCE-9754-474F-9EA6-F5692D4F7781@bestpractical.com>
	<589c94400704060534n2677dd45ha861f16a55c50271@mail.gmail.com>
Message-ID: <9C0091F428E697439E7A773FFD083427A92C78@szexchange.Shopzilla.inc>

 
> Most probably, 4.1 gens good plan for this.

It just occurred to me that this seems to have started since I added the
extra indexes for the Shredder - is that possible? It is actually
possible to have "conflicting" indexes? Here are the indexes I added:

CREATE INDEX SHRD_CGM1 ON CachedGroupMembers(MemberId, GroupId,
Disabled);
CREATE INDEX SHRD_CGM2 ON CachedGroupMembers(ImmediateParentId,
MemberId);
CREATE UNIQUE INDEX SHRD_GM1 ON GroupMembers(MemberId, GroupId);
CREATE INDEX SHRD_TXN1 ON Transactions(ReferenceType, OldReference);
CREATE INDEX SHRD_TXN2 ON Transactions(ReferenceType, NewReference);
CREATE INDEX SHRD_TXN3 ON Transactions(Type, OldValue);
CREATE INDEX SHRD_TXN4 ON Transactions(Type, NewValue);




--
Best regards, Ruslan.



From theillien at yahoo.com  Sun Apr  8 00:42:32 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sun, 08 Apr 2007 00:42:32 -0400
Subject: [rt-users] Query Help Please
In-Reply-To: <460C6F4A.8030405@yahoo.com>
References: <460C6F4A.8030405@yahoo.com>
Message-ID: <461872B8.8070306@yahoo.com>

How do I do a query that searches for a range up to and including a date?

I have this:
 Queue = 'CustomerCare' AND  (   (  LastUpdated < '2007-04-07' AND LastUpdated >
'2007-04-01' ) OR  (  LastUpdated = '2007-04-01' AND LastUpdated = '2007-04-07' ) )

But it's returning 0 results.  If I change the 'OR' to an 'AND' it still returns
0.  Using '>=' and '<=' doesn't work either.

Mathew

Mathew Snyder wrote:
> My query:
> 
> 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate > $startDate) OR
> (Status = "resolved" AND Resolved > $startDate))'
> 
> This, unfortunately, returns all resolved tickets (I'm not sure what it returns
> for open tickets).  How can I modify this to only return tickets that are open
> and updated according to the date held in $startDate and/or are resolved and
> have been resolved according to the date held in $startDate?
> 
> For the record, the date is one week prior to the day the script is run.
> 
> Mathew
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From ruslan.zakirov at gmail.com  Sun Apr  8 03:52:09 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 8 Apr 2007 11:52:09 +0400
Subject: [rt-users] Query Help Please
In-Reply-To: <461872B8.8070306@yahoo.com>
References: <460C6F4A.8030405@yahoo.com> <461872B8.8070306@yahoo.com>
Message-ID: <589c94400704080052v6790bb68w5a23b8caa09d10f0@mail.gmail.com>

Mathew, how it's possible that the same date field equal to
'2007-04-01' and '2007-04-07' at the same time?

On 4/8/07, Mathew Snyder <theillien at yahoo.com> wrote:
> How do I do a query that searches for a range up to and including a date?
>
> I have this:
>  Queue = 'CustomerCare' AND  (   (  LastUpdated < '2007-04-07' AND LastUpdated >
> '2007-04-01' ) OR  (  LastUpdated = '2007-04-01' AND LastUpdated = '2007-04-07' ) )
>
> But it's returning 0 results.  If I change the 'OR' to an 'AND' it still returns
> 0.  Using '>=' and '<=' doesn't work either.
>
> Mathew
>
> Mathew Snyder wrote:
> > My query:
> >
> > 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate > $startDate) OR
> > (Status = "resolved" AND Resolved > $startDate))'
> >
> > This, unfortunately, returns all resolved tickets (I'm not sure what it returns
> > for open tickets).  How can I modify this to only return tickets that are open
> > and updated according to the date held in $startDate and/or are resolved and
> > have been resolved according to the date held in $startDate?
> >
> > For the record, the date is one week prior to the day the script is run.
> >
> > Mathew
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From theillien at yahoo.com  Sun Apr  8 03:55:13 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sun, 08 Apr 2007 03:55:13 -0400
Subject: [rt-users] Query Help Please
In-Reply-To: <589c94400704080052v6790bb68w5a23b8caa09d10f0@mail.gmail.com>
References: <460C6F4A.8030405@yahoo.com> <461872B8.8070306@yahoo.com>
	<589c94400704080052v6790bb68w5a23b8caa09d10f0@mail.gmail.com>
Message-ID: <46189FE1.2010309@yahoo.com>

Haha!  Good question.  Lemme consult the string theorists and get back to you ;)

Actually, I fixed it by using OR (LastUpdated = '2007-04-01' OR LastUpdated =
'2007-04-07')

Mathew

Ruslan Zakirov wrote:
> Mathew, how it's possible that the same date field equal to
> '2007-04-01' and '2007-04-07' at the same time?
> 
> On 4/8/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> How do I do a query that searches for a range up to and including a date?
>>
>> I have this:
>>  Queue = 'CustomerCare' AND  (   (  LastUpdated < '2007-04-07' AND
>> LastUpdated >
>> '2007-04-01' ) OR  (  LastUpdated = '2007-04-01' AND LastUpdated =
>> '2007-04-07' ) )
>>
>> But it's returning 0 results.  If I change the 'OR' to an 'AND' it
>> still returns
>> 0.  Using '>=' and '<=' doesn't work either.
>>
>> Mathew
>>
>> Mathew Snyder wrote:
>> > My query:
>> >
>> > 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate >
>> $startDate) OR
>> > (Status = "resolved" AND Resolved > $startDate))'
>> >
>> > This, unfortunately, returns all resolved tickets (I'm not sure what
>> it returns
>> > for open tickets).  How can I modify this to only return tickets
>> that are open
>> > and updated according to the date held in $startDate and/or are
>> resolved and
>> > have been resolved according to the date held in $startDate?
>> >
>> > For the record, the date is one week prior to the day the script is
>> run.
>> >
>> > Mathew
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 nicolas at barna.be  Sun Apr  8 15:29:17 2007
From: nicolas at barna.be (Nicolas)
Date: Sun, 8 Apr 2007 21:29:17 +0200
Subject: [rt-users] problem handling user custom field in script
Message-ID: <742e684f0704081229i7b25e1b9j88401712b0d3b6de@mail.gmail.com>

Hi,

I would like to change a use custom field by script and I can't find my way.

I've declared in the GUI (like said in
http://lists.fsck.com/pipermail/rt-users/2006-October/042235.html).

I can see it and change it in the modify /Admin/Users/Modify.html page

But by script no way. I can't see what I'm doing wrong :
% cat a.pl
#!/usr/bin/perl -w

use lib ("/opt/rt3/local/lib", "/opt/rt3/lib");

use RT;
RT::LoadConfig();
RT::Init();

my $CurrentUser = new RT::CurrentUser();
$CurrentUser->LoadById(47);

print "----- should see something and see nothing :\n";

my $CFs = RT::CustomFields->new($CurrentUser);
while (my $cf = $CFs->Next) {
   print $cf->Name;
}

print "-----\n";

print "----- Weird because I can find it :\n";

my $cf   = RT::CustomField->new( $CurrentUser );
$cf->Load(16);
use Data::Dumper;
print $cf->Name . "\n";
print $cf->LookupType . "\n";
print $cf->Disabled . "\n";
print $cf->Id . "\n";

print "And Can't update it :\n";
printf "%s msg: %s\n", $CurrentUser->AddCustomFieldValue(Field =>
$cf->Id, Value => "I want to update you");
% sudo perl a.pl
----- should see something and see nothing :
-----
----- Weird because I can find it :
IcalUrl
RT::User
0
16
And Can't update it :
0 msg: Custom field 16 does not apply to this object

Someone to give me a piece of advice ?


From theillien at yahoo.com  Mon Apr  9 06:50:35 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Mon, 09 Apr 2007 06:50:35 -0400
Subject: [rt-users] Shredded the wrong user
Message-ID: <461A1A7B.9090602@yahoo.com>

I have a script that is *supposed* to skip privileged users when gathering all
the users that need to be shredded.  Unfortunately, it didn't skip one
particular user.  I no longer have the .sql file to reinstate the user so had to
create the user again.  Is there an easy way to find all the tickets this user
has transactions in reassign them to the "new" user?

Mathew


From pedro.santa at gmail.com  Mon Apr  9 07:18:07 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Mon, 9 Apr 2007 12:18:07 +0100
Subject: [rt-users] Migrate RT database when $rtname has changed
Message-ID: <566b419c0704090418j1857d363k8b488f055013b797@mail.gmail.com>

Hi all!

Is it possible to migrate an RT database from one machine to another
where $rtname is "MyCorpManager" on the source machine and i want it
to be "MyCorpHelpdesk" on the destination?

Could I just do an SQL dump and change all strings "MyCorpManager" to
"MyCorpHelpdesk" of it?

I know that the RT won't process replies to old tickets, but I found a
way around for that. I just want to know if this process will blast my
destination RT instance?

Thanks in advance.

Best regards.

Pedro Machado Santa


From frota at cecom.ufmg.br  Mon Apr  9 07:45:52 2007
From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais)
Date: Mon, 9 Apr 2007 08:45:52 -0300
Subject: [rt-users] Migrate RT database when $rtname has changed
In-Reply-To: <566b419c0704090418j1857d363k8b488f055013b797@mail.gmail.com>
References: <566b419c0704090418j1857d363k8b488f055013b797@mail.gmail.com>
Message-ID: <200704090845.52996.frota@cecom.ufmg.br>


I did that last week: I migrate RT, RTFM and RTIR from one server to 
other (database and programs) and change RTname. I had problems because 
I tried to update RTIR. So, I decided to stay at 1.1.2.

You only need to change RT_SiteConfig.pm:

#Set($rtname , "CC-DRC"); <-- My old name
#Set($rtname , "CECOM");  <-- My new name
Set($rtname , "MyCorpHelpdesk"); <--- Your new name
#Set($EmailSubjectTagRegex, qr/\QCECOM\E|\QCC-DRC\E/i ); <--- works
#Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i );  <-- Original line
#Set($EmailSubjectTagRegex, qr/(?:CECOM|CC\-DRC)/i );  <-- doesn't work
Set($EmailSubjectTagRegex, qr/\QMyCorpManage\E|\QMyCorpHelpdesk\E/i );
Set($Organization , "ufmg.br");   <---- don 't  change this line

Set($Timezone , 'Brazil/East');



Em Seg 09 Abr 2007, Pedro Santa escreveu:
> Hi all!
>
> Is it possible to migrate an RT database from one machine to another
> where $rtname is "MyCorpManager" on the source machine and i want it
> to be "MyCorpHelpdesk" on the destination?
>
> Could I just do an SQL dump and change all strings "MyCorpManager" to
> "MyCorpHelpdesk" of it?
>
> I know that the RT won't process replies to old tickets, but I found
> a way around for that. I just want to know if this process will blast
> my destination RT instance?
>
> Thanks in advance.
>
> Best regards.
>
> Pedro Machado Santa
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



-- 
     Fernando Frota Machado de Morais
        Divisao de Redes de Comunicacao
        Centro de Computacao
        Universidade Federal de Minas Gerais
        Brasil
        Tel. +55(31)3499.4007  Fax. +55(31)3499.4004

 /"\
 \ /  Campanha da fita ASCII - contra mail html
  X   ASCII ribbon campaign - against html mail
 / \


From jarends at uiuc.edu  Mon Apr  9 09:12:04 2007
From: jarends at uiuc.edu (John Arends)
Date: Mon, 09 Apr 2007 08:12:04 -0500
Subject: [rt-users] Shredded the wrong user
In-Reply-To: <461A1A7B.9090602@yahoo.com>
References: <461A1A7B.9090602@yahoo.com>
Message-ID: <461A3BA4.1020100@uiuc.edu>

This is a bit of a side question, but why such concern for deleting 
users? I see the same couple of people asking questions about this and 
spending a lot of time dealing with it.

Extra users don't really take up very much space and with good spam 
control the majority of the users created actually have tickets 
associated with them.

Everyone has their reasons for doing things, so I don't want this to be 
viewed as a critical question. I am just curious about what the reasons 
are. In my case I just leave the users alone.

Mathew Snyder wrote:
> I have a script that is *supposed* to skip privileged users when gathering all
> the users that need to be shredded.  Unfortunately, it didn't skip one
> particular user.  I no longer have the .sql file to reinstate the user so had to
> create the user again.  Is there an easy way to find all the tickets this user
> has transactions in reassign them to the "new" user?
> 
> Mathew


From theillien at yahoo.com  Mon Apr  9 09:27:27 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Mon, 09 Apr 2007 09:27:27 -0400
Subject: [rt-users] Shredded the wrong user
In-Reply-To: <461A3BA4.1020100@uiuc.edu>
References: <461A1A7B.9090602@yahoo.com> <461A3BA4.1020100@uiuc.edu>
Message-ID: <461A3F3F.4080204@yahoo.com>

Well, for the most part they don't interfere with much.  As long as the spam
tickets are removed it isn't a problem.

For me and the company I work for, it stems more from the last version of RT we
were using.  I don't recall if it was 3.0 or 3.2.  It has an issue that caused
the query builder page to take forever to load because it was actually
populating the user list with ever single user in the database.  Even the
unprivileged ones.  When there's 15,000 users only 1000 of which are legitimate,
that gets to be quite tedious.

So, in order to never deal with that ever again (should the problem pop up in a
later release) we keep our database cleaned up and free of such muck.

Mathew

John Arends wrote:
> This is a bit of a side question, but why such concern for deleting
> users? I see the same couple of people asking questions about this and
> spending a lot of time dealing with it.
> 
> Extra users don't really take up very much space and with good spam
> control the majority of the users created actually have tickets
> associated with them.
> 
> Everyone has their reasons for doing things, so I don't want this to be
> viewed as a critical question. I am just curious about what the reasons
> are. In my case I just leave the users alone.
> 
> Mathew Snyder wrote:
>> I have a script that is *supposed* to skip privileged users when
>> gathering all
>> the users that need to be shredded.  Unfortunately, it didn't skip one
>> particular user.  I no longer have the .sql file to reinstate the user
>> so had to
>> create the user again.  Is there an easy way to find all the tickets
>> this user
>> has transactions in reassign them to the "new" user?
>>
>> Mathew
> 


From Shreekant.Pujari at alliancebernstein.com  Mon Apr  9 10:30:41 2007
From: Shreekant.Pujari at alliancebernstein.com (Pujari, Shreekant)
Date: Mon, 9 Apr 2007 10:30:41 -0400
Subject: [rt-users] Issue with Saved Search/Load Saved Search
In-Reply-To: <5BCB669A5538B640905AEEE2ACED931203A492@INSTEVS1.ac.lp.acml.com>
References: <5BCB669A5538B640905AEEE2ACED931203A492@INSTEVS1.ac.lp.acml.com>
Message-ID: <5BCB669A5538B640905AEEE2ACED931203A4A8@INSTEVS1.ac.lp.acml.com>

I am using winrt 3.4.5
Created new queue called TEST
Granted group rights to new queue TEST.
Following global rights are  given to group EDITSavedSearch, Load, Show
and also ModifySelf 
Logged in as user1 who is member of group. who also is given above
global rights
 
When I try build the query and hit Save [ Saved Search] with query name
test1. Query is saved with HASH(0x6228230)
Can anyone say what I am doing wrong or is there bug in this winrt
3.4.5. 
 
Try to save 2nd time saves with name test1 but when try to Load this
query the query screen is empty.
 
 
Thanks
 
 
 
-----------------------------------------
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From jboris at adphila.org  Mon Apr  9 10:36:00 2007
From: jboris at adphila.org (John  BORIS)
Date: Mon, 09 Apr 2007 10:36:00 -0400
Subject: [rt-users] Rtx-Shredder directory requirements
Message-ID: <s61a1718.060@gw1.adphila.org>

I just installed RTx-Shredder-0.06 from the source. There weren't any
errors during the install. I then logged into Rt and went to
Configuration->Tools->Shredder and I got this error:

RTx-Shredder extension needs directory to write dumps there. Please,
check that you have /opt/rt3/var/data/RTx-Shredder and it's writable for
your web server. 

So I looked and I had to create the directory 
/opt/rt3/var/data
and then
/opt/rt3/var/data/RTx-Shredder 

I went back into that link and I still get the same error. Just to make
sure I chmod 777 on that directory to see if I had the user wrong and
still get the error.

Do I have stop and start my web server for this to take effect?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"


From ruslan.zakirov at gmail.com  Mon Apr  9 10:37:41 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 9 Apr 2007 18:37:41 +0400
Subject: [rt-users] Migrate RT database when $rtname has changed
In-Reply-To: <200704090845.52996.frota@cecom.ufmg.br>
References: <566b419c0704090418j1857d363k8b488f055013b797@mail.gmail.com>
	<200704090845.52996.frota@cecom.ufmg.br>
Message-ID: <589c94400704090737p6f598548n96dc04a155243653@mail.gmail.com>

http://wiki.bestpractical.com/?RenameInstance

On 4/9/07, Fernando Frota Machado de Morais <frota at cecom.ufmg.br> wrote:
>
> I did that last week: I migrate RT, RTFM and RTIR from one server to
> other (database and programs) and change RTname. I had problems because
> I tried to update RTIR. So, I decided to stay at 1.1.2.
>
> You only need to change RT_SiteConfig.pm:
>
> #Set($rtname , "CC-DRC"); <-- My old name
> #Set($rtname , "CECOM");  <-- My new name
> Set($rtname , "MyCorpHelpdesk"); <--- Your new name
> #Set($EmailSubjectTagRegex, qr/\QCECOM\E|\QCC-DRC\E/i ); <--- works
> #Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i );  <-- Original line
> #Set($EmailSubjectTagRegex, qr/(?:CECOM|CC\-DRC)/i );  <-- doesn't work
> Set($EmailSubjectTagRegex, qr/\QMyCorpManage\E|\QMyCorpHelpdesk\E/i );
> Set($Organization , "ufmg.br");   <---- don 't  change this line
>
> Set($Timezone , 'Brazil/East');
>
>
>
> Em Seg 09 Abr 2007, Pedro Santa escreveu:
> > Hi all!
> >
> > Is it possible to migrate an RT database from one machine to another
> > where $rtname is "MyCorpManager" on the source machine and i want it
> > to be "MyCorpHelpdesk" on the destination?
> >
> > Could I just do an SQL dump and change all strings "MyCorpManager" to
> > "MyCorpHelpdesk" of it?
> >
> > I know that the RT won't process replies to old tickets, but I found
> > a way around for that. I just want to know if this process will blast
> > my destination RT instance?
> >
> > Thanks in advance.
> >
> > Best regards.
> >
> > Pedro Machado Santa
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
>
>
> --
>      Fernando Frota Machado de Morais
>         Divisao de Redes de Comunicacao
>         Centro de Computacao
>         Universidade Federal de Minas Gerais
>         Brasil
>         Tel. +55(31)3499.4007  Fax. +55(31)3499.4004
>
>  /"\
>  \ /  Campanha da fita ASCII - contra mail html
>   X   ASCII ribbon campaign - against html mail
>  / \
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From rspecty at yahoo.com  Mon Apr  9 10:47:48 2007
From: rspecty at yahoo.com (raj bagwe)
Date: Mon, 9 Apr 2007 07:47:48 -0700 (PDT)
Subject: [rt-users] Issues with rtX 1.8 ,
	rt 3.4.2 running callsmultiqueue report
Message-ID: <55924.95921.qm@web56701.mail.re3.yahoo.com>

Hi,

I am using RT 3.4.2 with mysql database on RHEL 4. I
have recentely installed RT Statistics 1.8. It seemsto
be running fine except for CallsMultiQueue Report. It
looks to be running fine for default queue but if I
try to change any thing on that page for e.g. date ,
ticket status or queue it shows incorrect report.
I have seen a thread about it but it says that those
changes were required for rtX 1.7 and are already
incorporated in 1.8.
Can anyone help me figuring out the changes required
to get this working ?


 
____________________________________________________________________________________
We won't tell. Get more on shows you hate to love 
(and love to hate): Yahoo! TV's Guilty Pleasures list.
http://tv.yahoo.com/collections/265 


From lbarajas at mixbaal.com  Mon Apr  9 15:09:57 2007
From: lbarajas at mixbaal.com (Luis Barajas)
Date: Mon, 09 Apr 2007 14:09:57 -0500
Subject: [rt-users] RTFM spanish language
References: 4612BE9C.6080508@mixbaal.com
Message-ID: <461A8F85.6000905@mixbaal.com>

Here is the po file, also I forgot to mention that:

RT version 3.6.3
RTFM version 2.2.0 RC5

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From chris at bluenoteweb.com  Mon Apr  9 15:49:36 2007
From: chris at bluenoteweb.com (Chris Dunning)
Date: Mon, 09 Apr 2007 14:49:36 -0500
Subject: [rt-users] Reasons for ModifyTicket granting CommentOnTicket?
In-Reply-To: <mailman.0.1176145665.14491.rt-users@lists.bestpractical.com>
References: <mailman.0.1176145665.14491.rt-users@lists.bestpractical.com>
Message-ID: <461A98D0.2040508@bluenoteweb.com>

The first line support techs on my helpdesk have no need to comment on a
ticket.  In all cases they should be replying to the requestor.  Rather
than try to educate them about the difference and monitor to make sure
they're doing it, I would like to remove their commenting rights
completely.  I have removed their rights to 'CommentOnTicket', but they
must have 'ModifyTicket' so that they can move the ticket to a different
queue, assign it to a higher level tech or resolve it.  Apparently
'ModifyTicket' implicitly gives the right to 'CommentOnTicket.'

I see in the mailing list archives that this issue has been discussed
before:
http://www.gossamer-threads.com/lists/rt/users/62608?search_string=modifyticket%20commentonticket;#62608

That message is specifically about 3.6.1.  I just upgraded to 3.6.3 and
have the same issue.  Following Olaf's lead I modified four files:
- html/Ticket/Update.html
- html/Ticket/ModifyAll.html
- html/Ticket/Elements/Tabs
- html/Ticket/Elements/ShowTransaction

Olaf changed the "or" to "and," I simply removed the references to
ModifyTicket.  I suppose at some point I might have users who can reply
and/or comment on a ticket but are not allowed to move or resolve the
ticket.

The questions I want to ask:
-Is it necessary for ModifyTicket to implicitly grant reply/comment
rights, if there are separate rights for ReplyToTicket and
CommentOnTicket?  Logically it does make sense that someone with the
authority to modify a ticket has, in most cases, the authority to reply
to a ticket.  Maybe Olaf and I are the only users who don't follow the
norm on this.

-Are there any other places I need to change?

-Does anyone foresee any problems with this setup?  I've made a few
quick tries to circumvent the permissions by changing the URL parameters
but it still defaults to reply.  I'm not particularly worried about my
users attempting to comment on the ticket for some malicious purpose,
I'm only worried that they will use the "comment" feature
absent-mindedly without realizing that the customer will never receive
the message.  That said, maybe I should just remove the buttons for
commenting - if they need to comment, they can click "reply" then change
the dropdown...I may do that.

Anyway, thanks for reading - and thanks to BP for putting out such a
great program.  It beats out everything else I've tried.


From frota at cecom.ufmg.br  Mon Apr  9 17:18:50 2007
From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais)
Date: Mon, 9 Apr 2007 18:18:50 -0300
Subject: [rt-users] RTFM's po file for Brazilian Portuguese
Message-ID: <200704091818.50284.frota@cecom.ufmg.br>


RTFM-2.2.0RC5.

By default, po files for RTFM are installed 
at /opt/rt3/local/po/FM/RTFM.

It didn't work for me. I installed it at  /opt/rt3/local/po.

-- 
     Fernando Frota Machado de Morais
        Divisao de Redes de Comunicacao
        Centro de Computacao
        Universidade Federal de Minas Gerais
        Brasil
        Tel. +55(31)3499.4007  Fax. +55(31)3499.4004

 
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From mschrimshaw at commpartners.us  Mon Apr  9 17:40:15 2007
From: mschrimshaw at commpartners.us (Michael Schrimshaw)
Date: Mon, 9 Apr 2007 14:40:15 -0700
Subject: [rt-users] Strange problem with simple search and SSL access
In-Reply-To: <E7480C3D4575E746815043B7BBF91287024A8414@cpsrvr02.cpllc.lan>
Message-ID: <E7480C3D4575E746815043B7BBF91287024A847E@cpsrvr02.cpllc.lan>

Hello,

I've a strange problem...we used to use mod_rewrite to change http to
https requests to RT when they came from a public interface.  Up until I
upgraded from RT 3.2x to 3.6.3, this worked just fine....seemed to me
that Apache was doing the hard work via the rewrite.  Now that I've
upgraded to 3.6.3, we have either an interesting problem
or I've missed something...or some combination of the two, or a bug.

When accessing via SSL and entering an alpha string in the text field -
for example, "LRN", this works fine and the search returns a list of
tickets containing string LRN.  Now, go back and instead of an alpha
string, enter just a number (ie, a ticket number) - this is where it
fails for me - the URL string is changing based on whether you're
searching for a text string or just a number - I can see where this
discrimination happens in the 
"share/html/Search/Simple.html" code:

>
>if ($q =~ /^(\d+)$/) {
>
RT::Interface::Web::Redirect($RT::WebURL."/Ticket/Display.html?id=".$q);
>}
>

But even when I remove/comment out and restart FCGI/Apache, same
problem....


Here are what the URL strings look like based on how/what is searched
for:

search for "8334" via the default "Search" field in MyRT via
https://tickets.foo.us created this string:
http://tickets.foo.us:443//Ticket/Display.html?id=8334


whereas search for LRN starting from the same https://tickets.foo.us
created
https://tickets.foo.us/Search/Simple.html?q=LRN

Big difference....and on the wrong one, if you add an "s" to the
http://, it works just fine - somewhere, somehow, it seems to me that RT
is doing something silly :)

Any clues?

Thanks!
Mike


From lbarajas at mixbaal.com  Mon Apr  9 18:10:10 2007
From: lbarajas at mixbaal.com (Luis Barajas)
Date: Mon, 09 Apr 2007 17:10:10 -0500
Subject: [rt-users] RTFM spanish language
In-Reply-To: <4612BE9C.6080508@mixbaal.com>
References: <4612BE9C.6080508@mixbaal.com>
Message-ID: <461AB9C2.3080701@mixbaal.com>

Just like:

http://lists.bestpractical.com/pipermail/rt-users/2007-April/045228.html

It works if I place the es.po file in

/opt/rt3/local/po

instead of the default:

/opt/rt3/local/po/FM/RTFM

Still the po file needs to be updated, I guess I can do that using the 
extract-message-catalog script from the RT source.


Luis Barajas wrote:
> I just installed RT and RTFM last week, and I am preparing the system to 
> be used on my organization.
> 
> The problem I am facing right now is that most of my users do not speak 
> english. I have no problem selecting under preferences Spanish as my 
> language for every user, it works fine until I got to RTFM.
> 
> I noticed that RTFM does not have a es.po so I wrote one and place it 
> under "/opt/rt3/local/po/FM/RTFM"
> 
> The result is that some things get translated but it looks like only 
> those that have a peer on the RT translation files, everything else 
> stays in English.
> 
> I even tried switching to French (jut to try a file that came with the 
> distribution) and got the same results.
> 
> Yes, I restarted apache.
> 
> I noticed that the RT *.po files are in the following directory:
> "/opt/rt3/lib/RT/I18N"
> 
> What am I missing here?
> 
> Thanks
> Luis
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 penjones at otc.fsu.edu  Mon Apr  9 18:01:47 2007
From: penjones at otc.fsu.edu (Jones, Penelope)
Date: Mon, 9 Apr 2007 18:01:47 -0400
Subject: [rt-users] Problem Installing RT on Solaris with Oracle
Message-ID: <DD89AB74A6E2F548AB6F95D23CC032FCB9F4B3@FSU-EXCH-01.fsu.edu>

I am attempting to install RT 3.6.3 on a solaris 9 machine, but I can't
get pass running the configure script.  Any help would be appreciated.

My configuration:
Solaris 9
Oracle9i Release 9.2.0.8.0
Apache 2.2.4 
PHP 5.2.0 
mod_perl 2.0.2 
Perl v5.8.7

When I run:

./configure --prefix=/usr/local/rt --with-db-type=Oracle
--with-db-dba=rt --with-db-database=example.com --with-db-rt-user=rt
--with-db-rt-pass=rt --with-web-user=apache --with-web-group=web

I get the following:

checking for a BSD-compatible install... /usr/local/bin/install -c
checking for gawk... gawk
checking for perl... /usr/local/bin/perl
checking for chosen layout... RT3
checking if group rt3 exists... not found
checking if group rt exists... found
configure: creating ./config.status
config.status: creating sbin/rt-dump-database
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating sbin/rt-setup-database
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating sbin/rt-test-dependencies
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating bin/mason_handler.fcgi
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating bin/mason_handler.scgi
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating bin/standalone_httpd
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating bin/rt-crontool
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating bin/rt-mailgate
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating bin/rt
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating Makefile
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating etc/RT_Config.pm
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating lib/RT.pm
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating bin/mason_handler.svc
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command
config.status: creating bin/webmux.pl
sed: file ./confstat17913-9842/subs-2.sed line 39: unterminated `s'
command
sed: file ./confstat17913-9842/subs-3.sed line 3: extra characters after
command



From KFCrocker at lbl.gov  Mon Apr  9 20:13:25 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 09 Apr 2007 17:13:25 -0700
Subject: [rt-users] Scrip question
Message-ID: <461AD6A5.1010605@lbl.gov>

To all,


	I have a question that perhaps the longtime users of RT can answer; I 
am planning a series of scrips that will evaluate certain Custom Fields 
(which can only be modified by certain people) and based on that result 
and the current status of the ticket, CHANGE the current status of said 
ticket. This will, in essence, allow me to automate the work-flow of a 
ticket from request to development to QA to Implementeded to Resolved or 
any other stages of status I desire. My question is this,  when a ticket 
is modified does RT evaluate and attempt to execute any and all 
"user-defined" scrips that are applied (by either Queue or Globally) for 
that ticket? Thanks.


Kenn
LBNL


From ges at wingfoot.org  Mon Apr  9 20:56:52 2007
From: ges at wingfoot.org (Glenn Sieb)
Date: Mon, 09 Apr 2007 20:56:52 -0400
Subject: [rt-users] Newest Unowned Ticket rights?
Message-ID: <461AE0D4.3050309@wingfoot.org>

Greetings list!

Running RT 3.6.3 on FreeBSD, compiled from source, with RTFM addon.

So, I was trying to modify rights so that members of a particular group 
could only see their queue. In trying to do this, I fsck'd something, 
and now the 10 Newest Unowned Ticket lists show the right tickets (for 
the right queues), but none of them are clickable.

Can someone point me in the right direction as to which right I need to 
enable/disable for this to work? :-/

If there's more information needed, please let me know..

I appreciate any help, in advance, as always!

Best,
--Glenn


From sam at rfc1149.net  Tue Apr 10 08:09:11 2007
From: sam at rfc1149.net (Samuel Tardieu)
Date: 10 Apr 2007 14:09:11 +0200
Subject: [rt-users] Non-intrusive ticketing system using RT?
Message-ID: <87odlwl9co.fsf@willow.rfc1149.net>

Hi.

Has anyone heard about a plugin that allows RT to work hidden under
the cover?

I am trying to build a non-intrusive ticketing system that would be
totally invisible to the people I correspond with. See
http://tinyurl.com/383m88 for a longer explanation.

  Sam
-- 
Samuel Tardieu -- sam at rfc1149.net -- http://www.rfc1149.net/



From sturner at MIT.EDU  Tue Apr 10 09:47:46 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 10 Apr 2007 09:47:46 -0400
Subject: [rt-users] Scrip question
In-Reply-To: <461AD6A5.1010605@lbl.gov>
References: <461AD6A5.1010605@lbl.gov>
Message-ID: <6.2.3.4.2.20070410093628.03c0c768@po14.mit.edu>

At Monday 4/9/2007 08:13 PM, Kenneth Crocker wrote:
>To all,
>
>
>         I have a question that perhaps the longtime users of RT can 
> answer; I am planning a series of scrips that will evaluate certain 
> Custom Fields (which can only be modified by certain people) and 
> based on that result and the current status of the ticket, CHANGE 
> the current status of said ticket. This will, in essence, allow me 
> to automate the work-flow of a ticket from request to development 
> to QA to Implementeded to Resolved or any other stages of status I 
> desire. My question is this,  when a ticket is modified does RT 
> evaluate and attempt to execute any and all "user-defined" scrips 
> that are applied (by either Queue or Globally) for that ticket? Thanks.
>

Hello Kenn,

RT will look at _all_ scrips appropriate to the ticket (queue & 
global) and see whether it should execute them, whether or not they 
have user defined code. So if you want a user-defined condition to 
execute only on a status change (for example) you have to code that 
condition in the custom condition.

Also, there's a potential trap you can get caught in when updating 
ticket fields in scrips - if the update that fires the scrip is 
triggered from a ticket update screen, the value that is shown on the 
screen when the submit button is pressed can override your scrip 
update. For example, if your ticket is open, you make an update to a 
custom field, and this triggers a scrip that, in custom code, changes 
the status to 'stalled', the sequence of events that take place may 
set the ticket back to what it was on the screen (ie open). I haven't 
found a way round this one -

Steve 



From b at aufbix.org  Tue Apr 10 10:39:35 2007
From: b at aufbix.org (Borut Mrak)
Date: Tue, 10 Apr 2007 16:39:35 +0200
Subject: [rt-users] Scrip question
In-Reply-To: <6.2.3.4.2.20070410093628.03c0c768@po14.mit.edu>
References: <461AD6A5.1010605@lbl.gov>
	<6.2.3.4.2.20070410093628.03c0c768@po14.mit.edu>
Message-ID: <461BA1A7.7000203@aufbix.org>

Stephen Turner wrote:
> Also, there's a potential trap you can get caught in when updating
> ticket fields in scrips - if the update that fires the scrip is
> triggered from a ticket update screen, the value that is shown on the
> screen when the submit button is pressed can override your scrip update.
> For example, if your ticket is open, you make an update to a custom
> field, and this triggers a scrip that, in custom code, changes the
> status to 'stalled', the sequence of events that take place may set the
> ticket back to what it was on the screen (ie open). I haven't found a
> way round this one -

This just bit me today. I have a scrip that changes a custom field on
owner change. When user gives away a ticket from /Ticket/Modify.html,
there's also the current value of said custom field selected.

What happens is that the scrip changes the value of the custom field
just to have it set back in the next transaction.

This of course doesn't happen if I change the owner in the
ModifyPeople.html, but I don't think I am able to educate my users...

I really hope there is a solution to this that does not involve
modifying RT. If not, I'll just disable the owner update from
Modify.html. But that is, to put it mildly, crude.

Any ideas?

regards,
Borut Mrak.


From jose.junior at mds.gov.br  Tue Apr 10 11:02:28 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Tue, 10 Apr 2007 12:02:28 -0300
Subject: [rt-users] Scrip question
In-Reply-To: <461BA1A7.7000203@aufbix.org>
References: <461AD6A5.1010605@lbl.gov>	<6.2.3.4.2.20070410093628.03c0c768@po14.mit.edu>
	<461BA1A7.7000203@aufbix.org>
Message-ID: <461BA704.7060204@mds.gov.br>

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

Erm, about scrips:

What the "transaction" field means anyway?

I'm basing my scrips on
http://wiki.bestpractical.com/index.cgi?AutoCloseOnNagiosRecoveryMessages,
but I want to auto-deal with Nagios and Cron-Apt automatic emails. Can
I create two different scrips and apply to the same 'thing' (onCreate)?

I tried that for the cron-apt emails, with no luck:

# Based on
http://marc.free.net.ph/message/20040319.180325.27528377.en.html

# Modificado por yves.junqueira at mds.gov.br para uso no cron-apt
# "CRON-APT completed on romario [/etc/cron-apt/config]"


my $update_host = undef;

my $Transaction = $self->TransactionObj;
my $subject = $Transaction->Attachments->First->GetHeader('Subject');
if ($subject =~ m#CRON-APT completed on (\w+) \[/etc/cron-apt/config\]#) {
    # This looks like a nagios recovery message
    $update_host = $1;

    $RT::Logger->debug("Encontrada atualiza??o relacionada:
$update_host");
} else {
    return 1;
}

# Ok, now let's merge this ticket with it's PROBLEM msg.
my $search = RT::Tickets->new($RT::SystemUser);
$search->LimitQueue(VALUE => 'rede');
$search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR
=> 'or');
$search->LimitStatus(VALUE => 'open', OPERATOR => '=');

if ($search->Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $search->Next) {
    # Ignore the ticket that opened this transation (the recovery one...)
    next if $self->TicketObj->Id == $ticket->Id;
    # Look for nagios PROBLEM warning messages...
    if ( $ticket->Subject =~ m#CRON-APT completed on (\w+)
[/etc/cron-apt/config\]# ) {
        if ($1 eq $update_host){
            # Aha! Found the Problem TICKET corresponding to this RECOVERY
            # ticket
            $id = $ticket->Id;
            # Nagios may send more then one PROBLEM message, right?
            $RT::Logger->debug("Merging ticket " .
$self->TicketObj->Id . " into $id because of OA number match.");
            $self->TicketObj->MergeInto($id);
            # Keep looking for more PROBLEM tickets...
        }
    }
}

$id || return 1;
# Auto-close/resolve this whole thing
#$self->TicketObj->SetStatus( "stalled" );
1;
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.6 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFGG6cEv0TDyic/J4kRAh9kAJ47rTHOgM4rkaVam29vscJCmChrFwCfeVru
Qk/n9Ld83hiTIS/fEnrsKtY=
=2kAI
-----END PGP SIGNATURE-----



From karen at digicomp.com  Tue Apr 10 11:39:30 2007
From: karen at digicomp.com (Karen Nyenhuis)
Date: Tue, 10 Apr 2007 08:39:30 -0700
Subject: [rt-users] Scrip question
Message-ID: <461BAFB2.9010706@digicomp.com>

Have you tried setting the scrip stage to TransactionBatch?   The scrip 
will then get triggered only once after all transactions have been 
generated.  You then have to iterate over all the transactions to look 
for your condition.  There is an example in the RT Essentials book.
> Stephen Turner wrote:
>   
>> > Also, there's a potential trap you can get caught in when updating
>> > ticket fields in scrips - if the update that fires the scrip is
>> > triggered from a ticket update screen, the value that is shown on the
>> > screen when the submit button is pressed can override your scrip update.
>> > For example, if your ticket is open, you make an update to a custom
>> > field, and this triggers a scrip that, in custom code, changes the
>> > status to 'stalled', the sequence of events that take place may set the
>> > ticket back to what it was on the screen (ie open). I haven't found a
>> > way round this one -
>>     
>
> This just bit me today. I have a scrip that changes a custom field on
> owner change. When user gives away a ticket from /Ticket/Modify.html,
> there's also the current value of said custom field selected.
>
> What happens is that the scrip changes the value of the custom field
> just to have it set back in the next transaction.
>
> This of course doesn't happen if I change the owner in the
> ModifyPeople.html, but I don't think I am able to educate my users...
>
> I really hope there is a solution to this that does not involve
> modifying RT. If not, I'll just disable the owner update from
> Modify.html. But that is, to put it mildly, crude.
>
> Any ideas?
>
> regards,
> Borut Mrak.
>
>   


From jboris at adphila.org  Tue Apr 10 13:04:35 2007
From: jboris at adphila.org (John  BORIS)
Date: Tue, 10 Apr 2007 13:04:35 -0400
Subject: [rt-users] Rtx-Shredder directory requirements
Message-ID: <s61b8b68.089@gw1.adphila.org>

I just installed RTx-Shredder-0.06 from the source. There weren't any
errors during the install. I then logged into Rt and went to
Configuration->Tools->Shredder and I got this error:

RTx-Shredder extension needs directory to write dumps there. Please,
check that you have /opt/rt3/var/data/RTx-Shredder and it's writable for
your web server. 

So I looked and I had to create the directory 
/opt/rt3/var/data
and then
/opt/rt3/var/data/RTx-Shredder 

I went back into that link and I still get the same error. Just to make
sure I chmod 777 on that directory to see if I had the user wrong and
still get the error.

Do I have stop and start my web server for this to take effect?

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"


From gfloro at graphicsys.com  Tue Apr 10 13:13:22 2007
From: gfloro at graphicsys.com (Gregory Floro)
Date: Tue, 10 Apr 2007 13:13:22 -0400
Subject: [rt-users] RT 3.6.3 Issue sending email to RT Queues
Message-ID: <461BC5B2.6030103@graphicsys.com>

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

Running RT 3.6.3 on Mac OS X 10.4.8

Everything has been working fine since upgrading to v3.6.3 from v3.6.1. We added the
RT::LdapUserLocalOverlay to our installation shortly after doing the upgrade. Since then we have had
 intermittent issue with users creating or replying to tickets in RT. Emails bounce back with the
following error:

- --BEGIN ERROR MESSAGE--

From: RT_CorrespondAddressNotSet at support.graphicsys.com
Date: April 10, 2007 9:40:25 AM EDT
To: username at gsgdesign.com
Subject: Could not load a valid user

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

- --ERROR ERROR MESSAGE--

I have checked my mailgate settings, they are correct as far as I can tell. It's as if the mailgate
can't figure out which queue to submit the email to.

This error occurs when replying to emails from rt as well as sending a new email (creating a
ticket). It occurs across multiple queues, and does not seem to matter if the user is in the
Privileged, Everyone or Unprivileged group.

The Everyone and Unprivileged groups have the following rights:
 CreateTicket
 ReplyToTicket


- --BEGIN SYSTEM.LOG-

Apr 10 10:46:11 appsrv2 RT: Couldn't load RT::Interface::Email::: Can't locate
RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib
/System/Library/Perl/5.8.6/darwin-thread-multi-2level /System/Library/Perl/5.8.6
/Library/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 /Library/Perl
/Network/Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/5.8.6
/Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin-thread-multi-2level
/System/Library/Perl/Extras/5.8.6 /Library/Perl/5.8.1/darwin-thread-multi-2level /Library/Perl/5.8.1
. /usr/ /usr/lib/perl) at /opt/rt3/lib/RT/Interface/Email.pm line 619.\n\nStack:\n
[/opt/rt3/lib/RT/Interface/Email.pm:619]\n  [/opt/rt3/lib/RT/Interface/Email.pm:619]\n
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] (/opt/rt3/lib/RT/Interface/Email.pm:619)\n\n
Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT's configuration does not
allow\nfor the creation of a new user for this email (gdayal at graphicsys.com).\n\nYou might need to
grant 'Everyone' the right 'ReplyToTicket' for the\nqueue TechSupport.
(/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT's configuration does not
allow\nfor the creation of a new user for your email. (/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
Apr 10 10:46:11 appsrv2 RT: Could not record email: Could not load a valid user
(/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:73)\n\n

- --END SYSTEM.LOG-


- --
./gsf

Gregory Floro
Director of Digital Solutions
Graphic Systems Group, LLC
33 East 17th Street, New York, NY 10003
[  voice: 646-230-1950  |  fax: 212-228-8500  |  cell: 917-577-9891 ]

New York's largest Production Agency!

Key Fingerprint 238F 53C3 C837 B5BF 4FA2 C492 234C A3BC B2BC 205F

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

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From mikef at ack.berkeley.edu  Tue Apr 10 14:15:40 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Tue, 10 Apr 2007 11:15:40 -0700 (PDT)
Subject: [rt-users] Missing 3.5.1 upgrade files
In-Reply-To: <461BC5B2.6030103@graphicsys.com>
References: <461BC5B2.6030103@graphicsys.com>
Message-ID: <20070410110915.B20781@malcolm.berkeley.edu>

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

I'm trying to upgrade a 3.4.5 database to 3.6.3.  So, looking in 
etc/upgrade for the upgrade scripts, I find the only version later than 
3.4.5 is 3.5.1.  HOWEVER, the only file in that directory is a 'content' 
file.  There are no schema or acl files, so running 'rt-setup-database 
- --action schema' fails because it can't find the 'schema.mysql' file in 
this directory.

If there is a 'content' file, doesn't this mean that there is an upgrade 
to be run?  Yet, this can't be done without at least a 'schema.mysql' 
file.

What should I do now?

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From joliver at john-oliver.net  Tue Apr 10 14:34:36 2007
From: joliver at john-oliver.net (John Oliver)
Date: Tue, 10 Apr 2007 11:34:36 -0700
Subject: [rt-users] RPM installation madness
Message-ID: <20070410183436.GE20048@ns.sdsitehosting.net>

I am trying to install rt3-3.6.3-1 build from Fedora Core 6 Extras
.src.rpm on a RHEL4 Update 4 box.  The install fails with a long list of
perl dependencies.  I found most of them in Fedora Extras... but they
all have more dependencies, and the dependencies have dependencies, and
the dependencies of the dependencies have yet further dependencies.  The
further I drill down, the more dependencies I find that I cannot fulfill
with RPMs because there are no RPMs, but the rpm installation will not
accept perl dependencies satisfied via CPAN.

This is like reading 1,001 Arabian Tales  How the heck do you get this
to install?

And, yes, I tried with the tarball as well.  More endless problems.  I
think I have the tarball close to being ready to go, but my head is
ready to explode from perl.  It took two days to get to whatever point I
did before I found the rpm, and I really want to go with the rpm
install... if I have to go through this again if/when we need to
upgrade, I think suicide will be a far more attractive option.

-- 
***********************************************************************
* John Oliver                             http://www.john-oliver.net/ *
*                                                                     *
***********************************************************************


From b at aufbix.org  Tue Apr 10 14:51:08 2007
From: b at aufbix.org (Borut Mrak)
Date: Tue, 10 Apr 2007 20:51:08 +0200
Subject: [rt-users] Scrip question
In-Reply-To: <461BAFB2.9010706@digicomp.com>
References: <461BAFB2.9010706@digicomp.com>
Message-ID: <461BDC9C.3020402@aufbix.org>

Karen Nyenhuis wrote:
> Have you tried setting the scrip stage to TransactionBatch?   The scrip
> will then get triggered only once after all transactions have been
> generated.  You then have to iterate over all the transactions to look
> for your condition.  There is an example in the RT Essentials book.

No, I haven't tried that yet. I'll do it to learn another trick.

Does enabling TransactionBatch have any effect on current scrips, or is it
transparent? I wouldn't want to have to rewrite all scrips... But I assume
enabling it in config file just makes it possible to select it per-scrip.

thanks,
Borut Mrak.


From trosmus at nwnexus.net  Tue Apr 10 14:49:30 2007
From: trosmus at nwnexus.net (Tim Rosmus)
Date: Tue, 10 Apr 2007 11:49:30 -0700 (PDT)
Subject: [rt-users] Missing 3.5.1 upgrade files
In-Reply-To: <20070410110915.B20781@malcolm.berkeley.edu>
References: <461BC5B2.6030103@graphicsys.com>
	<20070410110915.B20781@malcolm.berkeley.edu>
Message-ID: <Pine.GSO.4.64.0704101145480.10322@admin.halcyon.com>

On Tue, 10 Apr 2007, Mike Friedman wrote:

|# If there is a 'content' file, doesn't this mean that there is an upgrade to
|# be run?  Yet, this can't be done without at least a 'schema.mysql' file.
|# 
|# What should I do now?
|# 

You have three possibilities for each upgrade section, schema update,
and/or acl update, and/or content (insert) update...

# make upgrade-instruct
Congratulations. RT has been upgraded. You should now check-over
/usr/local/rt/etc/RT_Config.pm for any necessary site customization. Additionally,
you should update RT's system database objects by running 
   ls etc/upgrade

For each item in that directory whose name is greater than
your previously installed RT version, run:
           /usr/local/rt/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/<version>
           /usr/local/rt/sbin/rt-setup-database --dba root --prompt-for-dba-password --action acl --datadir etc/upgrade/<version>
           /usr/local/rt/sbin/rt-setup-database --dba root --prompt-for-dba-password --action insert --datadir etc/upgrade/<version>

-- 
                Tim Rosmus <trosmus at nwnexus.net>
                   Postmaster / USENET / DNS
                Northwest Nexus Inc. / NetOS Inc.


From gleduc at mail.sdsu.edu  Tue Apr 10 15:49:19 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 10 Apr 2007 12:49:19 -0700
Subject: AW: [rt-users] CustomField transactions not being created
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394314251@w3hamboex11.ger.win
	.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB0394314251@w3hamboex11.ger.win.int.kn>
Message-ID: <6.2.1.2.2.20070410124530.02e95d30@mail.sdsu.edu>

Hi Torsten,

At 05:10 PM 4/6/2007, Ham MI-ID, Torsten Brumm wrote:
>How do you extract the values into the cf's? Do you use the 
>extractcustomfieldsvalues from dirk pape? If so, check that youi have 
>enabled the record transaction inside the template, this gives you a hint.
>
>Torsten

That was the hint I needed.  The function I was using wasn't setting the 
RecordTransaction bit, so the transaction was invisible.  I changed the 
function after reviewing the "dirk pape" code and it's working now.

Thanks!
Gene


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From thrall.mail.list at gmail.com  Tue Apr 10 16:27:00 2007
From: thrall.mail.list at gmail.com (Nadeem Shahbaz)
Date: Wed, 11 Apr 2007 01:27:00 +0500
Subject: [rt-users] RT 3.6.3 Default RT at a glance problem
In-Reply-To: <9F48D3F0-95C0-41D4-AB05-D5F5FC533BF0@bestpractical.com>
References: <c405341b0703291110l425a6490g30b5d775581db2df@mail.gmail.com>
	<9F48D3F0-95C0-41D4-AB05-D5F5FC533BF0@bestpractical.com>
Message-ID: <c405341b0704101327o7354d257xfb9b11bc36765596@mail.gmail.com>

On 4/3/07, Jesse Vincent <jesse at bestpractical.com> wrote:
> You haven't run the RT 3.6 database upgrade procedure, which needs to
> be run
>

Ah ... yes I did the same :-) and its resolved the problem. Thanks for
the response

Nadeem


From thrall.mail.list at gmail.com  Tue Apr 10 17:37:45 2007
From: thrall.mail.list at gmail.com (Nadeem Shahbaz)
Date: Wed, 11 Apr 2007 02:37:45 +0500
Subject: [rt-users] 
	REST/1.0/NoAuth/mail-gateway, Could not load a valid user
Message-ID: <c405341b0704101437p73be60eap2f02bb1bafaf1d6e@mail.gmail.com>

Hi List,
I am facing problem in RT 3.6.3 to create tickets using
http://URL/REST/1.0/NoAuth/mail-gateway. It is returning error, "not
ok - Could not load a valid user" in browser and log having :
[error]: Could not record email: Could not load a valid user
(<prefix>/share/html/REST/1.0/NoAuth/mail-gateway:73)

I tried http://URL/REST/1.0/NoAuth/mail-gateway?user=valid-right-user&pass=pass&queue=queue
like RT auto login but still no success. Could any one point me to
some good docs ? as I searched wiki and didn't find anything useful.
And I upgrade this RT from 3.4.5 to 3.6.3 and in old RT, it was
working jsut fine without doing extra effort.

Thanks,
Nadeem


From KFCrocker at lbl.gov  Tue Apr 10 18:30:45 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 10 Apr 2007 15:30:45 -0700
Subject: [rt-users] Scrip question
In-Reply-To: <461BAFB2.9010706@digicomp.com>
References: <461BAFB2.9010706@digicomp.com>
Message-ID: <461C1015.7000700@lbl.gov>

Karen, Borut, & Stephan,

	
	Thank you all for your replies. My intent is that once a person has 
already updated a CF, RT would recognise that a transaction has occurred 
against the ticket and my user-defined condition would execute, which 
would modify the ticket status field only. It's crucial to my design. 
Actually, if the CF goes back to it's previous setting, I won't really 
care as long as the status change takes place. I was also thinking of 
using this method for approvals (modify status to "rq apprvd") because I 
think it is less cumbersome than the delivered version (I can more 
easily control the effect). Thanks again.

Kenn
LBNL

Karen Nyenhuis wrote:
> Have you tried setting the scrip stage to TransactionBatch?   The scrip 
> will then get triggered only once after all transactions have been 
> generated.  You then have to iterate over all the transactions to look 
> for your condition.  There is an example in the RT Essentials book.
>> Stephen Turner wrote:
>>  
>>> > Also, there's a potential trap you can get caught in when updating
>>> > ticket fields in scrips - if the update that fires the scrip is
>>> > triggered from a ticket update screen, the value that is shown on the
>>> > screen when the submit button is pressed can override your scrip 
>>> update.
>>> > For example, if your ticket is open, you make an update to a custom
>>> > field, and this triggers a scrip that, in custom code, changes the
>>> > status to 'stalled', the sequence of events that take place may set 
>>> the
>>> > ticket back to what it was on the screen (ie open). I haven't found a
>>> > way round this one -
>>>     
>>
>> This just bit me today. I have a scrip that changes a custom field on
>> owner change. When user gives away a ticket from /Ticket/Modify.html,
>> there's also the current value of said custom field selected.
>>
>> What happens is that the scrip changes the value of the custom field
>> just to have it set back in the next transaction.
>>
>> This of course doesn't happen if I change the owner in the
>> ModifyPeople.html, but I don't think I am able to educate my users...
>>
>> I really hope there is a solution to this that does not involve
>> modifying RT. If not, I'll just disable the owner update from
>> Modify.html. But that is, to put it mildly, crude.
>>
>> Any ideas?
>>
>> regards,
>> Borut Mrak.
>>
>>   
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 mikef at ack.berkeley.edu  Tue Apr 10 23:43:19 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Tue, 10 Apr 2007 20:43:19 -0700 (PDT)
Subject: [rt-users] Missing 3.5.1 upgrade files
In-Reply-To: <Pine.GSO.4.64.0704101145480.10322@admin.halcyon.com>
References: <461BC5B2.6030103@graphicsys.com>
	<20070410110915.B20781@malcolm.berkeley.edu>
	<Pine.GSO.4.64.0704101145480.10322@admin.halcyon.com>
Message-ID: <20070410204207.P53270@malcolm.berkeley.edu>

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

On Tue, 10 Apr 2007 at 11:49 (-0700), Tim Rosmus wrote:

> On Tue, 10 Apr 2007, Mike Friedman wrote:
>
> |# If there is a 'content' file, doesn't this mean that there is an upgrade to
> |# be run?  Yet, this can't be done without at least a 'schema.mysql' file.
> |#
> |# What should I do now?
> |#
>
> You have three possibilities for each upgrade section, schema update, 
> and/or acl update, and/or content (insert) update...

Tim,

Yes, after I sent my note, I realized that the 'content' file is 
sufficient to allow the 'insert' to succeed, which it did.

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From theillien at yahoo.com  Wed Apr 11 06:59:54 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 11 Apr 2007 06:59:54 -0400
Subject: [rt-users] Search on Transactions not Tickets
Message-ID: <461CBFAA.1040306@yahoo.com>

A user has asked if it is possible to search through RT for transactions created
by a user instead of tickets that have been created by, last updated by, or
owned by the user.  Is this a feature that can be implemented or has anyone
written code that will allow this?  Or, does it exist and I simply missed it?
v3.6.1.

Mathew


From pape-rt at inf.fu-berlin.de  Wed Apr 11 11:25:21 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 11 Apr 2007 17:25:21 +0200
Subject: [rt-users] Rtx::Shredder: Indexes for Performance improvements on
 deleting Tickets
Message-ID: <2695F78E5CF33D17C1404C5A@idefix.mi.fu-berlin.de>

Hello,

using Shredder Version 0.6 with

rtx-shredder --plugin "Tickets=limit,50;status,deleted;updated_before,`date 
-I -d '1 month ago'`" --force

I added the following indexes, that improved purging deleted Tickets from 3 
hours to one minute.

on Transactions:

  KEY `Shredder` (`ReferenceType`,`OldReference`,`NewReference`),
  KEY `Shredder2` (`Type`,`OldValue`,`NewValue`),
  KEY `Transaction Order Created` (`Created`)

on CachedGroupMembers:

  KEY `Shredder` (`Via`)

may help some others if this is not already folklore.

Regards,
Dirk.
-- 
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654


From theillien at yahoo.com  Wed Apr 11 11:53:22 2007
From: theillien at yahoo.com (Mathew)
Date: Wed, 11 Apr 2007 11:53:22 -0400
Subject: [rt-users] Rtx::Shredder: Indexes for Performance improvements
	on deleting Tickets
In-Reply-To: <2695F78E5CF33D17C1404C5A@idefix.mi.fu-berlin.de>
References: <2695F78E5CF33D17C1404C5A@idefix.mi.fu-berlin.de>
Message-ID: <461D0472.3000500@yahoo.com>

>From three hours to one minute?  I'll definitely have to test that out
because, quite frankly, I'm skeptical.  I only hope it's true :)

How many tickets do you typically shred per run?

Mathew

Dirk Pape wrote:
> Hello,
> 
> using Shredder Version 0.6 with
> 
> rtx-shredder --plugin
> "Tickets=limit,50;status,deleted;updated_before,`date -I -d '1 month
> ago'`" --force
> 
> I added the following indexes, that improved purging deleted Tickets
> from 3 hours to one minute.
> 
> on Transactions:
> 
>  KEY `Shredder` (`ReferenceType`,`OldReference`,`NewReference`),
>  KEY `Shredder2` (`Type`,`OldValue`,`NewValue`),
>  KEY `Transaction Order Created` (`Created`)
> 
> on CachedGroupMembers:
> 
>  KEY `Shredder` (`Via`)
> 
> may help some others if this is not already folklore.
> 
> Regards,
> Dirk.


From pape-rt at inf.fu-berlin.de  Wed Apr 11 12:26:39 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 11 Apr 2007 18:26:39 +0200
Subject: [rt-users] Rtx::Shredder: Indexes for Performance improvements
	on deleting Tickets
In-Reply-To: <461D0472.3000500@yahoo.com>
References: <2695F78E5CF33D17C1404C5A@idefix.mi.fu-berlin.de>
	<461D0472.3000500@yahoo.com>
Message-ID: <8F7CAC6CDDB898C5A3A2BFF3@idefix.mi.fu-berlin.de>

Hello

--Am 11. April 2007 11:53:22 -0400 schrieb Mathew <theillien at yahoo.com>:

> How many tickets do you typically shred per run?

50

Dirk.

-- 
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654


From Shreekant.Pujari at alliancebernstein.com  Wed Apr 11 13:03:24 2007
From: Shreekant.Pujari at alliancebernstein.com (Pujari, Shreekant)
Date: Wed, 11 Apr 2007 13:03:24 -0400
Subject: [rt-users] Database for windows RT 
Message-ID: <5BCB669A5538B640905AEEE2ACED931203A4D1@INSTEVS1.ac.lp.acml.com>

Does anyone know how to initialise-database in windows
I am using windows 3.4.5 verision of rt.
 
 
 
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From ruslan.zakirov at gmail.com  Wed Apr 11 14:10:26 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 11 Apr 2007 22:10:26 +0400
Subject: [rt-users] Rtx::Shredder: Indexes for Performance improvements on
	deleting Tickets
In-Reply-To: <2695F78E5CF33D17C1404C5A@idefix.mi.fu-berlin.de>
References: <2695F78E5CF33D17C1404C5A@idefix.mi.fu-berlin.de>
Message-ID: <589c94400704111110o4783c88fmb22708cbfbc03fbf@mail.gmail.com>

Dirk, have you read changelog?

http://search.cpan.org/~ruz/RTx-Shredder-0.06/lib/RTx/Shredder.pm#Database_indexes

On 4/11/07, Dirk Pape <pape-rt at inf.fu-berlin.de> wrote:
> Hello,
>
> using Shredder Version 0.6 with
>
> rtx-shredder --plugin "Tickets=limit,50;status,deleted;updated_before,`date
> -I -d '1 month ago'`" --force
>
> I added the following indexes, that improved purging deleted Tickets from 3
> hours to one minute.
>
> on Transactions:
>
>   KEY `Shredder` (`ReferenceType`,`OldReference`,`NewReference`),
>   KEY `Shredder2` (`Type`,`OldValue`,`NewValue`),
>   KEY `Transaction Order Created` (`Created`)
>
> on CachedGroupMembers:
>
>   KEY `Shredder` (`Via`)
>
> may help some others if this is not already folklore.
>
> Regards,
> Dirk.
> --
> Dr. Dirk Pape (eAS - Projektleitung Campus Management)
> Freie Universitaet Berlin
> Grunewaldstr. 34a, 12165 Berlin
> Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Apr 11 14:35:40 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 11 Apr 2007 22:35:40 +0400
Subject: [rt-users] Rtx::Shredder: Indexes for Performance improvements on
	deleting Tickets
In-Reply-To: <2695F78E5CF33D17C1404C5A@idefix.mi.fu-berlin.de>
References: <2695F78E5CF33D17C1404C5A@idefix.mi.fu-berlin.de>
Message-ID: <589c94400704111135v63feb752he3153ea21056b7f7@mail.gmail.com>

On 4/11/07, Dirk Pape <pape-rt at inf.fu-berlin.de> wrote:
> Hello,
>
> using Shredder Version 0.6 with
>
> rtx-shredder --plugin "Tickets=limit,50;status,deleted;updated_before,`date
> -I -d '1 month ago'`" --force
>
> I added the following indexes, that improved purging deleted Tickets from 3
> hours to one minute.
>
> on Transactions:
>
>   KEY `Shredder` (`ReferenceType`,`OldReference`,`NewReference`),
>   KEY `Shredder2` (`Type`,`OldValue`,`NewValue`),
Above two keys are helpful, but not that effective as you think.
Shredder uses two different queries "ReferenceType = foo AND
OldReference = bar" and "ReferenceType = foo AND NewReference = bar".
Mysql uses first two columns(RefType and OldRef) of the index for the
first query, but in the second case mysql can not use the third column
(NewRef) of the index as the query has no conditions on the second
column, so mysql uses only left most part of the index. ReferenceType
column has not many possible values (~100) and left part of the index
has low originality because of this your server have to scan more
rows.

I think that it's better to split each of these indexes into two, like
suggested in shredder's docs.


>   KEY `Transaction Order Created` (`Created`)
>
> on CachedGroupMembers:
>
>   KEY `Shredder` (`Via`)
>
> may help some others if this is not already folklore.
>
> Regards,
> Dirk.
> --
> Dr. Dirk Pape (eAS - Projektleitung Campus Management)
> Freie Universitaet Berlin
> Grunewaldstr. 34a, 12165 Berlin
> Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 mschrimshaw at commpartners.us  Wed Apr 11 16:51:25 2007
From: mschrimshaw at commpartners.us (Michael Schrimshaw)
Date: Wed, 11 Apr 2007 13:51:25 -0700
Subject: [rt-users] Strange problem with simple search and SSL access
In-Reply-To: <E7480C3D4575E746815043B7BBF91287024A847E@cpsrvr02.cpllc.lan>
Message-ID: <E7480C3D4575E746815043B7BBF9128702552F89@cpsrvr02.cpllc.lan>

So, to answer my own question and to help anyone else that has this
issue in the future, in the RT/Interface/Web.pm Redirect sub, there is:

$uri->port($ENV{'SERVER_PORT'});


I commented this line out, and now my Apache mod_rewrite voodoo is
handling things just fine (forcing https when http requests come in).
If there's a more graceful way of doing this, I'd love to know :)

Mike

 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Michael Schrimshaw
> Sent: Monday, April 09, 2007 2:40 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Strange problem with simple search and SSL access
> 
> Hello,
> 
> I've a strange problem...we used to use mod_rewrite to change 
> http to https requests to RT when they came from a public 
> interface.  Up until I upgraded from RT 3.2x to 3.6.3, this 
> worked just fine....seemed to me that Apache was doing the 
> hard work via the rewrite.  Now that I've upgraded to 3.6.3, 
> we have either an interesting problem or I've missed 
> something...or some combination of the two, or a bug.
> 
> When accessing via SSL and entering an alpha string in the 
> text field - for example, "LRN", this works fine and the 
> search returns a list of tickets containing string LRN.  Now, 
> go back and instead of an alpha string, enter just a number 
> (ie, a ticket number) - this is where it fails for me - the 
> URL string is changing based on whether you're searching for 
> a text string or just a number - I can see where this 
> discrimination happens in the "share/html/Search/Simple.html" code:
> 
> >
> >if ($q =~ /^(\d+)$/) {
> >
> RT::Interface::Web::Redirect($RT::WebURL."/Ticket/Display.html
> ?id=".$q);
> >}
> >
> 
> But even when I remove/comment out and restart FCGI/Apache, 
> same problem....
> 
> 
> Here are what the URL strings look like based on how/what is searched
> for:
> 
> search for "8334" via the default "Search" field in MyRT via 
> https://tickets.foo.us created this string:
> http://tickets.foo.us:443//Ticket/Display.html?id=8334
> 
> 
> whereas search for LRN starting from the same 
> https://tickets.foo.us created 
> https://tickets.foo.us/Search/Simple.html?q=LRN
> 
> Big difference....and on the wrong one, if you add an "s" to 
> the http://, it works just fine - somewhere, somehow, it 
> seems to me that RT is doing something silly :)
> 
> Any clues?
> 
> Thanks!
> Mike
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: 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 cosullivan at akn.ca  Wed Apr 11 16:56:48 2007
From: cosullivan at akn.ca (O'Sullivan, Cian)
Date: Wed, 11 Apr 2007 16:56:48 -0400
Subject: [rt-users] Using a non Dependency Perl Module in a SCRIP
Message-ID: <H000006b000457a3.1176325007.scalix.akn.ca@MHS>

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From alexchorny at gmail.com  Wed Apr 11 18:21:43 2007
From: alexchorny at gmail.com (Alexandr Ciornii)
Date: Thu, 12 Apr 2007 01:21:43 +0300
Subject: [rt-users] Using a non Dependency Perl Module in a SCRIP
In-Reply-To: <H000006b000457a3.1176325007.scalix.akn.ca@MHS>
References: <H000006b000457a3.1176325007.scalix.akn.ca@MHS>
Message-ID: <2f1541220704111521x2ee476advdbe4f6d123957f9c@mail.gmail.com>

Hello.

2007/4/11, O'Sullivan, Cian <cosullivan at akn.ca>:
> I am writing a scrip that needs to use TFTP.  Problem is when the scrip runs
> I get an error saying that TFTP can not be found.
>
> The module is there, and in the proper perl Path.

Did you tried to use TFTP by standalone program that is run from command prompt?

P.S. And why use such an old module? It even does not have tests.
Maybe you should try Net::TFTP - it is newer.

-- 
Alexandr Ciornii, http://chorny.net


From b at aufbix.org  Wed Apr 11 19:26:11 2007
From: b at aufbix.org (Borut Mrak)
Date: Thu, 12 Apr 2007 01:26:11 +0200
Subject: [rt-users] TransactionBatch scrip trouble
Message-ID: <461D6E93.6070507@aufbix.org>

Hello,

I must be blind or something... Why is this happening:

Scrip Fields
Description: WaitingField
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: TransactionBatch

Custom Condition: return 1
Custom Action Preparation Code:
================================
my @batch = @{ $self->TicketObj->TransactionBatch };

my $cf = RT::CustomField->new( $RT::SystemUser );
$cf->LoadByName( Name => 'WaitingForOwner' );

my $doit = 0;
foreach my $txn ( @batch ) {
  $RT::Logger->debug("CF: txid " . $txn->id . " Type " . $txn->Type);
  if ($txn->Type == "CustomField" and $txn->Field eq $cf->id) {
    $RT::Logger->debug("CF: do not touch the field, user (or another
Scrip) did it on his own in txid " . $txn->id);
    return 0;
  }
  if ($txn->Type == "Create") {$RT::Logger->debug("CREATE" . $txn->Type);
$doit = 1;}
  if ($txn->Type == "Correspond") {$RT::Logger->debug("CORRESPOND" .
$txn->Type); $doit = 1;}
  if ($txn->Type == "Steal") {$RT::Logger->debug("STEAL" . $txn->Type);
$doit = 1;}
  if ($txn->Type == "Give") {$RT::Logger->debug("GIVE" . $txn->Type);
$doit = 1;}
}

$RT::Logger->debug("CF: preparation returning $doit");
return $doit;
============================================
Custom action cleanup code:
==========================================
my @batch = @{ $self->TicketObj->TransactionBatch };

# Load the CF
my $cf = RT::CustomField->new( $RT::SystemUser );
$cf->LoadByName( Name => 'WaitingForOwner' );

foreach my $txn ( @batch ) {
  $RT::Logger->debug("CF WaitingField: Transaction id:" . $txn->id . "
Type: " . $txn->Type);

  if ($txn->Type == "Give" or $txn->Type == "Steal" or $txn->Type ==
"Create") {
    $RT::Logger->debug("CF: setting to waiting on " . $txn->Type);
    $self->TicketObj->AddCustomFieldValue(Field => $cf, Value =>
'Waiting', RecordTransaction => 0);
    return 1;
  }
  if ($txn->Type == "Correspond") {
    my $ownerid = $self->TicketObj->Owner;
    my $actorid = $txn->Creator;
    # set it to answered if owner responded, but do not exit, since there
    # might be a Give or Steal or something like that after this
    # transaction.
    if ($ownerid == $actorid) {
      $RT::Logger->debug('CF: Set custom field to answered on ' .
$txn->Type . 'from owner');
      $self->TicketObj->AddCustomFieldValue(Field => $cf, Value =>
'answered', RecordTransaction => 0);
    }
  }
}
return 1;
=======================================================


And I get this when I submit a comment:

[Wed Apr 11 22:52:10 2007] [debug]: CF: txid 116504 Type Comment ((eval
32755):8)
[Wed Apr 11 22:52:10 2007] [debug]: CREATEComment ((eval 32755):13)
[Wed Apr 11 22:52:10 2007] [debug]: CORRESPONDComment ((eval 32755):14)
[Wed Apr 11 22:52:10 2007] [debug]: STEALComment ((eval 32755):15)
[Wed Apr 11 22:52:10 2007] [debug]: GIVEComment ((eval 32755):16)


Any clues? When user changes the custom field, the preparation works as
intended (it returns 0), but it somehow works on Comment, while it should
only work on Create, Correspond, Steal or Give.

Thanks,
Borut Mrak.


From mikef at ack.berkeley.edu  Wed Apr 11 19:46:42 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Wed, 11 Apr 2007 16:46:42 -0700 (PDT)
Subject: [rt-users] RT 3.6.3 web interface problems
Message-ID: <20070411161936.J64531@malcolm.berkeley.edu>

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

I've just installed 3.6.3, pointed it to a database that was copied from a 
3.4.5 instance and run the appropriate upgrade script.  On the surface, 
things look OK.  However, I've been noticing some weirdness that is hard 
to diagnose, so I'm hoping someone might suggest how I can investigate 
this further:

1.  I can login OK and view individual tickets by clicking on them from my 
Home page.  But if I enter the ticket number in the little 'Search' box at 
the top, I get the following symptoms:

Opera:  everything just hangs until I click 'Stop' in my browser, at which 
point I can resume my session.

Firefox:  As soon as I click 'Search', I get a Firefox popup saying the 
following:

    ------------------------------------------------------------------
    hostname.berkeley.edu has sent an incorrect or unexpected message.
    Error Code: -12263

                [ OK ]
    ------------------------------------------------------------------

where 'hostname.berkeley.edu' represents the URL by which I access RT.

Looking at my rt.log and my apache logs, I see nothing that would appear 
to correspond to these symptoms.  As far as the log files are concerned, 
there was no error.  *Unless* the following represents a problem (line
wrapped by me for readability):

    127.0.0.1 HTTP/1.0{X-Forwarded-For} - [11/Apr/2007:15:43:36 -0700]
       "GET / HTTP/1.0" 200 2658 "-" "Apache (internal dummy connection)"

I see a few of those at around the time I'm doing the search.

Also, I should say that the database is running on a remote host, to which 
I don't have access.  So, I asked my db guy to reproduce the problem and 
look at what's happening in the db, which he did.  He saw the following 
queries corresponding to the search:

    3 Query  SELECT  * FROM Users WHERE Name = 'RT_System'
    3 Query  SELECT  * FROM Users WHERE Name = 'Nobody'
    3 Query  SELECT  GET_LOCK('Apache-Session-99f30b2b6f94784e6aa196d1d93f050e', 3600)
    3 Query  SELECT  a_session FROM sessions WHERE id = '99f30b2b6f94784e6aa196d1d93f050e'
    3 Query  SELECT  * FROM Users WHERE id = '2558'
    3 Query  SELECT  * FROM Groups WHERE Type = 'Privileged' AND Domain = 'SystemInternal'
    3 Query  SELECT  * FROM Principals WHERE PrincipalType = 'User' AND ObjectId = '2558'
    3 Query  SELECT  * FROM GroupMembers WHERE GroupId = '4' AND MemberId = '2558'
    3 Query  SELECT  RELEASE_LOCK('Apache-Session-99f30b2b6f94784e6aa196d1d93f050e')

(where '2558' is his numeric user ID in RT).

Does this tell you anything?

2.  If I select a ticket by clicking on its number, and it happens to be a 
merged ticket (two other tickets were merged into it), I get a ticket 
display OK, but rt.log shows about a couple of dozen consecutive messages 
like this (line wrapped by me for readability):

  [Tue Apr 10 19:45:43 2007] [debug]: We found a merged ticket.558/561
     (/users/ist-rt/RT/rt/ist-rt/lib/RT/Ticket_Overlay.pm:271)

all having a timestamp within the same second!

On my other RT systems (3.4.2 and 3.4.5) I don't see this behavior.  Does 
this reflect a problem?

3.  In my Opera browser (FreeBSD 5.4), periodically the RT web display
just hangs, even if I'm not doing a search.  And usually I can't cause
the hang to stop;  I have to kill the browser window.  This doesn't seem
to occur with Firefox.

Perhaps a couple of suggestions is all I need to pursue these issues 
further in a more systematic way.  Ideas welcome.

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From jesse at bestpractical.com  Wed Apr 11 19:49:17 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 11 Apr 2007 19:49:17 -0400
Subject: [rt-users] RT 3.6.3 web interface problems
In-Reply-To: <20070411161936.J64531@malcolm.berkeley.edu>
References: <20070411161936.J64531@malcolm.berkeley.edu>
Message-ID: <6C7FC852-0AC9-4A35-84F1-0FEDC0FB7F8C@bestpractical.com>


On Apr 11, 2007, at 7:46 PM, Mike Friedman wrote:

> Looking at my rt.log and my apache logs, I see nothing that would  
> appear to correspond to these symptoms.  As far as the log files  
> are concerned, there was no error.  *Unless* the following  
> represents a problem (line
> wrapped by me for readability):
>
>    127.0.0.1 HTTP/1.0{X-Forwarded-For} - [11/Apr/2007:15:43:36 -0700]
>       "GET / HTTP/1.0" 200 2658 "-" "Apache (internal dummy  
> connection)"
>

That suggests that possibly there's an httpd.conf misconfig to me,

Anybody else?
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From mikef at ack.berkeley.edu  Wed Apr 11 23:39:03 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Wed, 11 Apr 2007 20:39:03 -0700 (PDT)
Subject: [rt-users] RT 3.6.3 web interface problems
In-Reply-To: <6C7FC852-0AC9-4A35-84F1-0FEDC0FB7F8C@bestpractical.com>
References: <20070411161936.J64531@malcolm.berkeley.edu>
	<6C7FC852-0AC9-4A35-84F1-0FEDC0FB7F8C@bestpractical.com>
Message-ID: <20070411202424.B78332@malcolm.berkeley.edu>

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On Wed, 11 Apr 2007 at 19:49 (-0400), Jesse Vincent wrote:

> On Apr 11, 2007, at 7:46 PM, Mike Friedman wrote:
>
>> Looking at my rt.log and my apache logs, I see nothing that would 
>> appear to correspond to these symptoms.  As far as the log files are 
>> concerned, there was no error.  *Unless* the following represents a 
>> problem (line wrapped by me for readability):
>>
>>   127.0.0.1 HTTP/1.0{X-Forwarded-For} - [11/Apr/2007:15:43:36 -0700]
>>      "GET / HTTP/1.0" 200 2658 "-" "Apache (internal dummy connection)"
>> 
>
> That suggests that possibly there's an httpd.conf misconfig to me,

Jesse,

Do you think the above could be related to the other symptoms I described?

In any case, I should elaborate on my environment.  I'm running RT in a 
'virtual private server', behind a proxy web server.  What this means 
(among other things) is the following:

1.  Everything runs under my (unprivileged) account on the server.  This 
means I had to install the RT prereq perl modules in my own home 
directory. (Notice the PERL5LIB definition in my httpd.conf below).

2.  I have my own copy of apache and httpd.conf, but it's configured for 
virtual hosts at 127.0.0.1 and reserved high-numbered ports.  The proxy 
apache, which faces externally, has its own httpd.conf that directs the RT 
URL 'inward', to my local virtual host.  SSL is done only on the proxy, 
but all the RT-related configs are in my local httpd.conf.

3.  My local httpd.conf contains the following RT-related stuff (RT is 
installed in /users/ist-rt/RT/rt/ist-rt):

========================================================================
     DocumentRoot /users/ist-rt/RT/rt/ist-rt/share/html

     AddDefaultCharset UTF-8

     PerlOptions +Parent
     PerlRequire /users/ist-rt/RT/rt/ist-rt/bin/webmux.pl
     <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
     </Location>

     # if images are dynamic, change the Client Caching section above
     Alias /images /users/ist-rt/apache2/https-ist-rt/images

     ScriptAlias /cgi-bin/ "/users/ist-rt/apache2/https-ist-rt/cgi-bin/"
     <Directory "/users/ist-rt/apache2/https-ist-rt/cgi-bin">
         AllowOverride None
         Options None
         Order allow,deny
         Allow from all
     </Directory>

     #--------------------------------------------------------------------------
     # mod_perl
     #--------------------------------------------------------------------------

     <IfModule mod_perl.c>
     SetEnv PERL5LIB /users/ist-rt/lib/perl5:/users/ist-rt/lib/perl5/site_perl:\
/users/ist-rt/lib/perl:/users/ist-rt/lib/perl/5.8.8:/users/ist-rt/share/perl:\
/users/ist-rt/share/perl/5.8.8
     </IfModule>
========================================================================

Is there a problem with the above config?  If not, is there something 
specific I should be inquiring about concerning the external apache proxy 
config (which is maintained by the admins of our 'webfarm' environment, so 
I can't look at it myself)?

Or perhaps something in my httpd.conf that's outside the VirtualHost 
config shown above?

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From theillien at yahoo.com  Thu Apr 12 05:49:08 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 12 Apr 2007 05:49:08 -0400
Subject: [rt-users] Testing 3.7.5
Message-ID: <461E0094.2020106@yahoo.com>

I'm trying to get v3.7.5 installed as a tester in order to see all of it's
glorious wonders.  However, it appears to require Apache::Request which seems to
require mod_perl < 1.99.
mod_perl 1.x ( < 1.99) is required at Makefile.PL line 34.

Is this right?  Can I not use this with mod_perl 2.x?  Or even 1.99 for that
matter?  I'm testing the installation on RHEL 5.  So far I've got everything
installed except this module.  I manually installed XML::RSS v1.22 which
installed fine but still comes up as MISSING.

In the past, modules which have been manually installed but still show up as
MISSING don't break the system and the only thing that seems to not recognize it
as being installed is 'make testdeps'.  So XML::RSS isn't a concern right now.
However, if I can't even install Apache::Request due to dependency on an old
mod_perl how am I to get this to work?

Mathew


From gleduc at mail.sdsu.edu  Thu Apr 12 11:39:48 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 12 Apr 2007 08:39:48 -0700
Subject: [rt-users] TransactionBatch scrip trouble
In-Reply-To: <461D6E93.6070507@aufbix.org>
References: <461D6E93.6070507@aufbix.org>
Message-ID: <6.2.1.2.2.20070412083704.02d1ea60@mail.sdsu.edu>

This may not be the problem, but you're using the wrong comparison 
operator.  When comparing strings in perl, use "eq" instead of "==" for the 
comparison operator (and "ne" instead of "!=" for inequalities).

At 04:26 PM 4/11/2007, Borut Mrak wrote:
>Hello,
>
>I must be blind or something... Why is this happening:
>
>Scrip Fields
>Description: WaitingField
>Condition: User Defined
>Action: User Defined
>Template: Global template: Blank
>Stage: TransactionBatch
>
>Custom Condition: return 1
>Custom Action Preparation Code:
>================================
>my @batch = @{ $self->TicketObj->TransactionBatch };
>
>my $cf = RT::CustomField->new( $RT::SystemUser );
>$cf->LoadByName( Name => 'WaitingForOwner' );
>
>my $doit = 0;
>foreach my $txn ( @batch ) {
>   $RT::Logger->debug("CF: txid " . $txn->id . " Type " . $txn->Type);
>   if ($txn->Type == "CustomField" and $txn->Field eq $cf->id) {
>     $RT::Logger->debug("CF: do not touch the field, user (or another
>Scrip) did it on his own in txid " . $txn->id);
>     return 0;
>   }
>   if ($txn->Type == "Create") {$RT::Logger->debug("CREATE" . $txn->Type);
>$doit = 1;}
>   if ($txn->Type == "Correspond") {$RT::Logger->debug("CORRESPOND" .
>$txn->Type); $doit = 1;}
>   if ($txn->Type == "Steal") {$RT::Logger->debug("STEAL" . $txn->Type);
>$doit = 1;}
>   if ($txn->Type == "Give") {$RT::Logger->debug("GIVE" . $txn->Type);
>$doit = 1;}
>}
>
>$RT::Logger->debug("CF: preparation returning $doit");
>return $doit;
>============================================
>Custom action cleanup code:
>==========================================
>my @batch = @{ $self->TicketObj->TransactionBatch };
>
># Load the CF
>my $cf = RT::CustomField->new( $RT::SystemUser );
>$cf->LoadByName( Name => 'WaitingForOwner' );
>
>foreach my $txn ( @batch ) {
>   $RT::Logger->debug("CF WaitingField: Transaction id:" . $txn->id . "
>Type: " . $txn->Type);
>
>   if ($txn->Type == "Give" or $txn->Type == "Steal" or $txn->Type ==
>"Create") {
>     $RT::Logger->debug("CF: setting to waiting on " . $txn->Type);
>     $self->TicketObj->AddCustomFieldValue(Field => $cf, Value =>
>'Waiting', RecordTransaction => 0);
>     return 1;
>   }
>   if ($txn->Type == "Correspond") {
>     my $ownerid = $self->TicketObj->Owner;
>     my $actorid = $txn->Creator;
>     # set it to answered if owner responded, but do not exit, since there
>     # might be a Give or Steal or something like that after this
>     # transaction.
>     if ($ownerid == $actorid) {
>       $RT::Logger->debug('CF: Set custom field to answered on ' .
>$txn->Type . 'from owner');
>       $self->TicketObj->AddCustomFieldValue(Field => $cf, Value =>
>'answered', RecordTransaction => 0);
>     }
>   }
>}
>return 1;
>=======================================================
>
>
>And I get this when I submit a comment:
>
>[Wed Apr 11 22:52:10 2007] [debug]: CF: txid 116504 Type Comment ((eval
>32755):8)
>[Wed Apr 11 22:52:10 2007] [debug]: CREATEComment ((eval 32755):13)
>[Wed Apr 11 22:52:10 2007] [debug]: CORRESPONDComment ((eval 32755):14)
>[Wed Apr 11 22:52:10 2007] [debug]: STEALComment ((eval 32755):15)
>[Wed Apr 11 22:52:10 2007] [debug]: GIVEComment ((eval 32755):16)
>
>
>Any clues? When user changes the custom field, the preparation works as
>intended (it returns 0), but it somehow works on Comment, while it should
>only work on Create, Correspond, Steal or Give.
>
>Thanks,
>Borut Mrak.
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From MJames at stonebridgebank.com  Thu Apr 12 11:53:08 2007
From: MJames at stonebridgebank.com (Michael James)
Date: Thu, 12 Apr 2007 11:53:08 -0400
Subject: [rt-users] RT 3.6.3 web interface problems
In-Reply-To: <6C7FC852-0AC9-4A35-84F1-0FEDC0FB7F8C@bestpractical.com>
References: <20070411161936.J64531@malcolm.berkeley.edu>
	<6C7FC852-0AC9-4A35-84F1-0FEDC0FB7F8C@bestpractical.com>
Message-ID: <461E1D22.EB5A.009D.0@stonebridgebank.com>

Actually, Apache2 will create those "internal dummy connections" and tell it's children to gracefully die. I just ran into that issue yesterday when I was processing some web log files on a new server.


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



From jesse at bestpractical.com  Thu Apr 12 12:34:58 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Apr 2007 12:34:58 -0400
Subject: [rt-users] Testing 3.7.5
In-Reply-To: <461E0094.2020106@yahoo.com>
References: <461E0094.2020106@yahoo.com>
Message-ID: <CE84BC01-27F5-4D45-822B-A7FD33A9D2B7@bestpractical.com>


On Apr 12, 2007, at 5:49 AM, Mathew Snyder wrote:

> I'm trying to get v3.7.5 installed as a tester in order to see all  
> of it's
> glorious wonders.  However, it appears to require Apache::Request  
> which seems to
> require mod_perl < 1.99.
> mod_perl 1.x ( < 1.99) is required at Makefile.PL line 34.
>
> Is this right?  Can I not use this with mod_perl 2.x?

Sounds like you might have not thrown the right flags at 'configure',  
maybe? We're now doing more autodetection.

> Or even 1.99 for that matter?

1.99 was the beta series for 2.0. And there were Big Problems.

> I'm testing the installation on RHEL 5.  So far I've got everything
> installed except this module.  I manually installed XML::RSS v1.22  
> which
> installed fine but still comes up as MISSING.

That's really odd. Did it pass its tests? Is there only one system perl?

>
> In the past, modules which have been manually installed but still  
> show up as
> MISSING don't break the system and the only thing that seems to not  
> recognize it
> as being installed is 'make testdeps'.  So XML::RSS isn't a concern  
> right now.
> However, if I can't even install Apache::Request due to dependency  
> on an old
> mod_perl how am I to get this to work?
>
> Mathew
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From b at aufbix.org  Thu Apr 12 13:24:43 2007
From: b at aufbix.org (Borut Mrak)
Date: Thu, 12 Apr 2007 19:24:43 +0200
Subject: [rt-users] TransactionBatch scrip trouble
In-Reply-To: <6.2.1.2.2.20070412083704.02d1ea60@mail.sdsu.edu>
References: <461D6E93.6070507@aufbix.org>
	<6.2.1.2.2.20070412083704.02d1ea60@mail.sdsu.edu>
Message-ID: <461E6B5B.3000809@aufbix.org>

PEBKAC, as usual :) I knew it had to be something stupid. It's been a few
years since I coded anything useful in Perl and I mixed the string and
numeric comparison operators. I somehow thought eq, ne and friends were
numeric operators, but it's the other way around.

Guess it's time to reread the Llama book :)

thanks a lot,
Borut Mrak.

Gene LeDuc wrote:
> This may not be the problem, but you're using the wrong comparison
> operator.  When comparing strings in perl, use "eq" instead of "==" for
> the comparison operator (and "ne" instead of "!=" for inequalities).
> 
> At 04:26 PM 4/11/2007, Borut Mrak wrote:
>> Hello,
>>
>> I must be blind or something... Why is this happening:
>>
>> Scrip Fields
>> Description: WaitingField
>> Condition: User Defined
>> Action: User Defined
>> Template: Global template: Blank
>> Stage: TransactionBatch
>>
>> Custom Condition: return 1
>> Custom Action Preparation Code:
>> ================================
>> my @batch = @{ $self->TicketObj->TransactionBatch };
>>
>> my $cf = RT::CustomField->new( $RT::SystemUser );
>> $cf->LoadByName( Name => 'WaitingForOwner' );
>>
>> my $doit = 0;
>> foreach my $txn ( @batch ) {
>>   $RT::Logger->debug("CF: txid " . $txn->id . " Type " . $txn->Type);
>>   if ($txn->Type == "CustomField" and $txn->Field eq $cf->id) {
>>     $RT::Logger->debug("CF: do not touch the field, user (or another
>> Scrip) did it on his own in txid " . $txn->id);
>>     return 0;
>>   }
>>   if ($txn->Type == "Create") {$RT::Logger->debug("CREATE" . $txn->Type);
>> $doit = 1;}
>>   if ($txn->Type == "Correspond") {$RT::Logger->debug("CORRESPOND" .
>> $txn->Type); $doit = 1;}
>>   if ($txn->Type == "Steal") {$RT::Logger->debug("STEAL" . $txn->Type);
>> $doit = 1;}
>>   if ($txn->Type == "Give") {$RT::Logger->debug("GIVE" . $txn->Type);
>> $doit = 1;}
>> }
>>
>> $RT::Logger->debug("CF: preparation returning $doit");
>> return $doit;
>> ============================================
>> Custom action cleanup code:
>> ==========================================
>> my @batch = @{ $self->TicketObj->TransactionBatch };
>>
>> # Load the CF
>> my $cf = RT::CustomField->new( $RT::SystemUser );
>> $cf->LoadByName( Name => 'WaitingForOwner' );
>>
>> foreach my $txn ( @batch ) {
>>   $RT::Logger->debug("CF WaitingField: Transaction id:" . $txn->id . "
>> Type: " . $txn->Type);
>>
>>   if ($txn->Type == "Give" or $txn->Type == "Steal" or $txn->Type ==
>> "Create") {
>>     $RT::Logger->debug("CF: setting to waiting on " . $txn->Type);
>>     $self->TicketObj->AddCustomFieldValue(Field => $cf, Value =>
>> 'Waiting', RecordTransaction => 0);
>>     return 1;
>>   }
>>   if ($txn->Type == "Correspond") {
>>     my $ownerid = $self->TicketObj->Owner;
>>     my $actorid = $txn->Creator;
>>     # set it to answered if owner responded, but do not exit, since there
>>     # might be a Give or Steal or something like that after this
>>     # transaction.
>>     if ($ownerid == $actorid) {
>>       $RT::Logger->debug('CF: Set custom field to answered on ' .
>> $txn->Type . 'from owner');
>>       $self->TicketObj->AddCustomFieldValue(Field => $cf, Value =>
>> 'answered', RecordTransaction => 0);
>>     }
>>   }
>> }
>> return 1;
>> =======================================================
>>
>>
>> And I get this when I submit a comment:
>>
>> [Wed Apr 11 22:52:10 2007] [debug]: CF: txid 116504 Type Comment ((eval
>> 32755):8)
>> [Wed Apr 11 22:52:10 2007] [debug]: CREATEComment ((eval 32755):13)
>> [Wed Apr 11 22:52:10 2007] [debug]: CORRESPONDComment ((eval 32755):14)
>> [Wed Apr 11 22:52:10 2007] [debug]: STEALComment ((eval 32755):15)
>> [Wed Apr 11 22:52:10 2007] [debug]: GIVEComment ((eval 32755):16)
>>
>>
>> Any clues? When user changes the custom field, the preparation works as
>> intended (it returns 0), but it somehow works on Comment, while it should
>> only work on Create, Correspond, Steal or Give.
>>
>> Thanks,
>> Borut Mrak.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 ges at wingfoot.org  Thu Apr 12 14:55:27 2007
From: ges at wingfoot.org (Glenn E. Sieb)
Date: Thu, 12 Apr 2007 14:55:27 -0400
Subject: [rt-users] Newest Unowned Ticket rights?
In-Reply-To: <461AE0D4.3050309@wingfoot.org>
References: <461AE0D4.3050309@wingfoot.org>
Message-ID: <461E809F.3070605@wingfoot.org>

Glenn Sieb wrote:
> If there's more information needed, please let me know..

To further the chances of finding what I did wrong..

Queue A is for Groups B & C (where B is for admins of said queue, and C 
are for "helpers" or people who will be accessing said queue, working 
tickets/etc.)

Global rights are as follows:

User Rights: "root" = "SuperUser"
  (no other User Rights granted)

Group Rights:  Everyone: CreateTicket ModifySelf
	
Privileged: AdminAllPersonalGroups AdminOwnPersonalGroups 
CreateSavedSearch DelegateRights EditSavedSearches LoadSavedSearch 
OwnTicket SeeGroup ShowSavedSearches Watch
	
Unprivileged: No rights granted.

Roles: No rights granted for any Roles.

User Defined Groups:

Group B: AdminAllPersonalGroups AdminCustomField AdminGroup 
AdminGroupMembership AdminOwnPersonalGroups AdminQueue 
AssignCustomFields CreateSavedSearch EditSavedSearches LoadSavedSearch 
ModifyCustomField ModifyOwnMembership ModifyQueueWatchers ModifyScrips 
ModifySelf ModifyTemplate ReplyToTicket SeeCustomField SeeGroup SeeQueue
ShowACL ShowConfigTab ShowOutgoingEmail ShowSavedSearches ShowScrips 
ShowTemplate StealTicket TakeTicket

Group C: AdminAllPersonalGroups AdminOwnPersonalGroups CommentOnTicket 
CreateSavedSearch CreateTicket DelegateRights  EditSavedSearches 
LoadSavedSearch ModifyCustomField SeeCustomField SeeGroup ShowACL 
ShowOutgoingEmail ShowSavedSearches ShowScrips ShowTemplate StealTicket 
TakeTicket Watch WatchAsAdminCc

Queue Rights for Queue A:

System Groups: No rights granted.

Roles: No rights granted.

Group A: AdminQueue AssignCustomFields DeleteTicket ModifyACL 
ModifyQueueWatchers  ModifyScrips ModifyTemplate WatchAsAdminCc

Group B: CommentOnTicket CreateTicket ModifyTicket OwnTicket 
ReplyToTicket SeeQueue ShowACL ShowOutgoingEmail ShowScrips ShowTemplate 
ShowTicket ShowTicketComments StealTicket TakeTicket Watch

All the different levels of rights have always thrown me for a bit of a 
loop. Rights Matrix helps, but it's not going to point out exactly what 
I fsck'd up here. :) Second (third/fourth) pairs of eyes are always welcome.

To refresh: The "Newest Unowned Tickets" list is visible, but none of 
the tickets listed there are clickable. If, however, you go under "Quick 
Search" they are.

Running RT 3.6.3, FreeBSD 4.11-Release, Apache 2.0.59, FastCGI...

Thanks again, in advance.. :)

Best,
--Glenn


From jesse at bestpractical.com  Thu Apr 12 15:37:21 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Apr 2007 15:37:21 -0400
Subject: [Fwd: Re: [rt-users] Scrip question]
In-Reply-To: <461E8577.7010501@lbl.gov>
References: <461E8577.7010501@lbl.gov>
Message-ID: <432B4DFB-E7ED-4DE2-A072-72D200DA486B@bestpractical.com>


Yes, that's behaving as defined. It might be possible to use a  
cleverer scrip to work around it, but each change to a ticket is a  
separate transaction.


On Apr 12, 2007, at 3:16 PM, Kenneth Crocker wrote:

> Jesse,
>
>
> 	Sorry to just address this to you, but it came up in RT Users and  
> I wanted to ask you if Stephan is correct about this. Is it  
> possible for a user-defined scrip to be executed and an initial  
> modification to a CF be reversed? If so, is this a bug that is  
> corrected in 3.6.3 or what? Thanks.
>
>
> Kenn
> LBNL
>
> From: Stephen Turner <sturner at MIT.EDU>
> Date: April 10, 2007 9:47:46 AM EDT
> To: Kenneth Crocker <KFCrocker at lbl.gov>, rt-users at bestpractical.com
> Subject: Re: [rt-users] Scrip question
>
>
> At Monday 4/9/2007 08:13 PM, Kenneth Crocker wrote:
>> To all,
>>
>>
>>         I have a question that perhaps the longtime users of RT  
>> can answer; I am planning a series of scrips that will evaluate  
>> certain Custom Fields (which can only be modified by certain  
>> people) and based on that result and the current status of the  
>> ticket, CHANGE the current status of said ticket. This will, in  
>> essence, allow me to automate the work-flow of a ticket from  
>> request to development to QA to Implementeded to Resolved or any  
>> other stages of status I desire. My question is this,  when a  
>> ticket is modified does RT evaluate and attempt to execute any and  
>> all "user-defined" scrips that are applied (by either Queue or  
>> Globally) for that ticket? Thanks.
>>
>
> Hello Kenn,
>
> RT will look at _all_ scrips appropriate to the ticket (queue &  
> global) and see whether it should execute them, whether or not they  
> have user defined code. So if you want a user-defined condition to  
> execute only on a status change (for example) you have to code that  
> condition in the custom condition.
>
> Also, there's a potential trap you can get caught in when updating  
> ticket fields in scrips - if the update that fires the scrip is  
> triggered from a ticket update screen, the value that is shown on  
> the screen when the submit button is pressed can override your  
> scrip update. For example, if your ticket is open, you make an  
> update to a custom field, and this triggers a scrip that, in custom  
> code, changes the status to 'stalled', the sequence of events that  
> take place may set the ticket back to what it was on the screen (ie  
> open). I haven't found a way round this one -
>
> Steve
>
>

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From joliver at john-oliver.net  Thu Apr 12 15:53:52 2007
From: joliver at john-oliver.net (John Oliver)
Date: Thu, 12 Apr 2007 12:53:52 -0700
Subject: [rt-users] RPM installation of RT
Message-ID: <20070412195352.GA9003@ns.sdsitehosting.net>

I installed Fedora Core 6 on a machine, and was very pleasantly
surprised when "yum install rt3" worked like a charm, after the hours
I'd spent trying to get RT installed under RHEL4! :-)

I went to http://my-server/rt3/ and the error_log says:

[Thu Apr 12 11:37:28 2007] [error] [client 192.168.2.192]
install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC
contains: /usr/local/lib/rt3/lib
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6
/usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .
/etc/httpd) at (eval 210) line 3.\nPerhaps the DBD::mysql perl module
hasn't been fully installed,\nor perhaps the capitalisation of 'mysql'
isn't right.\nAvailable drivers: DBM, ExampleP, File, Pg, Proxy,
Sponge.\n at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106\n

I do have mysql.pm 

[root at sdtvm08 ~]# find / -name mysql.pm
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/DBSchema/DBD/mysql.pm

How do I add one of those to @INC, and why wasn't this already done?

-- 
***********************************************************************
* John Oliver                             http://www.john-oliver.net/ *
*                                                                     *
***********************************************************************


From jesse at bestpractical.com  Thu Apr 12 15:56:28 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Apr 2007 15:56:28 -0400
Subject: [rt-users] RPM installation of RT
In-Reply-To: <20070412195352.GA9003@ns.sdsitehosting.net>
References: <20070412195352.GA9003@ns.sdsitehosting.net>
Message-ID: <20070412195628.GL29719@bestpractical.com>




On Thu, Apr 12, 2007 at 12:53:52PM -0700, John Oliver wrote:
> I installed Fedora Core 6 on a machine, and was very pleasantly
> surprised when "yum install rt3" worked like a charm, after the hours
> I'd spent trying to get RT installed under RHEL4! :-)
> 
> I went to http://my-server/rt3/ and the error_log says:
> 
> [Thu Apr 12 11:37:28 2007] [error] [client 192.168.2.192]
> install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC

Looks like the RPM ddidn't handle the dependencies correctly.

> I do have mysql.pm 
> 
> [root at sdtvm08 ~]# find / -name mysql.pm
> /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
> /usr/lib/perl5/vendor_perl/5.8.8/DBIx/DBSchema/DBD/mysql.pm

Perl paths are fully qalified.

You have DBIx::SearchBuilder::Handle::mysql and
DBIx::DBSchema::DBD::mysql, but not DBD::mysql.

You'll need to install DBD::mysql. 

> 
> How do I add one of those to @INC, and why wasn't this already done?
> 
> -- 
> ***********************************************************************
> * John Oliver                             http://www.john-oliver.net/ *
> *                                                                     *
> ***********************************************************************
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 joliver at john-oliver.net  Thu Apr 12 16:18:35 2007
From: joliver at john-oliver.net (John Oliver)
Date: Thu, 12 Apr 2007 13:18:35 -0700
Subject: [rt-users] RPM installation of RT
In-Reply-To: <20070412195628.GL29719@bestpractical.com>
References: <20070412195352.GA9003@ns.sdsitehosting.net>
	<20070412195628.GL29719@bestpractical.com>
Message-ID: <20070412201835.GA9780@ns.sdsitehosting.net>

On Thu, Apr 12, 2007 at 03:56:28PM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Thu, Apr 12, 2007 at 12:53:52PM -0700, John Oliver wrote:
> > I installed Fedora Core 6 on a machine, and was very pleasantly
> > surprised when "yum install rt3" worked like a charm, after the hours
> > I'd spent trying to get RT installed under RHEL4! :-)
> > 
> > I went to http://my-server/rt3/ and the error_log says:
> > 
> > [Thu Apr 12 11:37:28 2007] [error] [client 192.168.2.192]
> > install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC
> 
> Looks like the RPM ddidn't handle the dependencies correctly.
> 
> > I do have mysql.pm 
> > 
> > [root at sdtvm08 ~]# find / -name mysql.pm
> > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
> > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/DBSchema/DBD/mysql.pm
> 
> Perl paths are fully qalified.
> 
> You have DBIx::SearchBuilder::Handle::mysql and
> DBIx::DBSchema::DBD::mysql, but not DBD::mysql.
> 
> You'll need to install DBD::mysql. 

Thank you Jesse!

I installed that via yum, but still have the same issue.  I do have the
DBD::mysql, but I guess not where @INC expects it to be:

[root at sdtvm08 ~]# find / -name mysql.pm
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle/DBD/mysql.pm
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/DBSchema/DBD/mysql.pm

Should I just symlink it, or is there a "right" way to correct this?

-- 
***********************************************************************
* John Oliver                             http://www.john-oliver.net/ *
*                                                                     *
***********************************************************************


From joseph.l.hill at Dartmouth.EDU  Thu Apr 12 16:18:13 2007
From: joseph.l.hill at Dartmouth.EDU (Joseph L. Hill)
Date: Thu, 12 Apr 2007 16:18:13 -0400
Subject: [rt-users] rt upgrade 3.4.4 -> 3.6.3
Message-ID: <461E9405.90000@dartmouth.edu>

I upgraded rt from 3.4.4 to 3.6.3. After the upgrade the new version 
came up and I could sign in, however the rt at a glance view didn't show 
any recent tickets or the queue list thats typically on the right side 
of the menu. I did poke around briefly and I could search and display 
tickets. I had to revert to the 3.4.4 as i only had a couple minutes 
downtime. approved.  I am hoping to try the upgrade again this evening 
and have been looking through logs to see if I missed something. Any 
suggestions?

OS: RHEL4ws

Thanks,
-joe
Dartmouth College


From gleduc at mail.sdsu.edu  Thu Apr 12 16:45:12 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 12 Apr 2007 13:45:12 -0700
Subject: [rt-users] Retrieving "OldReference" values from Transaction
Message-ID: <6.2.1.2.2.20070412133618.02ddb0e0@mail.sdsu.edu>

Can someone tell me how to retrieve the value that is referenced by 
$self->TransactionObj->OldReference in a scrip?  The actual value that 
comes back is a reference to a record store in the ObjectCustomFieldValues 
table of the database.  I've tried about 20 different things trying to get 
it to return the referenced value instead of the reference id, but so far 
it's beaten me.  I've also looked at the wiki pretty thoroughly, but I 
haven't found anything there that does this.  There's plenty about 
$self->TransactionObj->OldValue, but nothing about OldReference.

Thanks,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From gleduc at mail.sdsu.edu  Thu Apr 12 17:25:59 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 12 Apr 2007 14:25:59 -0700
Subject: [rt-users] Retrieving "OldReference" values from
  Transaction
In-Reply-To: <6.2.1.2.2.20070412133618.02ddb0e0@mail.sdsu.edu>
References: <6.2.1.2.2.20070412133618.02ddb0e0@mail.sdsu.edu>
Message-ID: <6.2.1.2.2.20070412141912.02e20310@mail.sdsu.edu>

Don't you hate it when you wish you'd waited a few minutes before hitting 
the Send button?

Disregard my original request for help, I stumbled across the answer 
myself.  I was making things too complicated for myself by snooping in the 
database.  The RT code cleverly figures out whether it needs to undo a 
reference or just return a value from the table when you grab 
$self->TransactionObj->OldValue and returns whatever is appropriate.  Very 
nice!

Gene


At 01:45 PM 4/12/2007, Gene  LeDuc wrote:
>Can someone tell me how to retrieve the value that is referenced by 
>$self->TransactionObj->OldReference in a scrip?  The actual value that 
>comes back is a reference to a record store in the ObjectCustomFieldValues 
>table of the database.  I've tried about 20 different things trying to get 
>it to return the referenced value instead of the reference id, but so far 
>it's beaten me.  I've also looked at the wiki pretty thoroughly, but I 
>haven't found anything there that does this.  There's plenty about 
>$self->TransactionObj->OldValue, but nothing about OldReference.
>
>Thanks,
>Gene
>
>
>
>--
>Gene LeDuc, GSEC
>Security Analyst
>San Diego State University
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
>copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From joliver at john-oliver.net  Thu Apr 12 17:27:12 2007
From: joliver at john-oliver.net (John Oliver)
Date: Thu, 12 Apr 2007 14:27:12 -0700
Subject: [rt-users] RPM installation of RT
In-Reply-To: <20070412201835.GA9780@ns.sdsitehosting.net>
References: <20070412195352.GA9003@ns.sdsitehosting.net>
	<20070412195628.GL29719@bestpractical.com>
	<20070412201835.GA9780@ns.sdsitehosting.net>
Message-ID: <20070412212712.GA10945@ns.sdsitehosting.net>

On Thu, Apr 12, 2007 at 01:18:35PM -0700, John Oliver wrote:
> On Thu, Apr 12, 2007 at 03:56:28PM -0400, Jesse Vincent wrote:
> > 
> > 
> > 
> > On Thu, Apr 12, 2007 at 12:53:52PM -0700, John Oliver wrote:
> > > I installed Fedora Core 6 on a machine, and was very pleasantly
> > > surprised when "yum install rt3" worked like a charm, after the hours
> > > I'd spent trying to get RT installed under RHEL4! :-)
> > > 
> > > I went to http://my-server/rt3/ and the error_log says:
> > > 
> > > [Thu Apr 12 11:37:28 2007] [error] [client 192.168.2.192]
> > > install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC
> > 
> > Looks like the RPM ddidn't handle the dependencies correctly.
> > 
> > > I do have mysql.pm 
> > > 
> > > [root at sdtvm08 ~]# find / -name mysql.pm
> > > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
> > > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/DBSchema/DBD/mysql.pm
> > 
> > Perl paths are fully qalified.
> > 
> > You have DBIx::SearchBuilder::Handle::mysql and
> > DBIx::DBSchema::DBD::mysql, but not DBD::mysql.
> > 
> > You'll need to install DBD::mysql. 
> 
> Thank you Jesse!
> 
> I installed that via yum, but still have the same issue.  I do have the
> DBD::mysql, but I guess not where @INC expects it to be:
> 
> [root at sdtvm08 ~]# find / -name mysql.pm
> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle/DBD/mysql.pm
> /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
> /usr/lib/perl5/vendor_perl/5.8.8/DBIx/DBSchema/DBD/mysql.pm
> 
> Should I just symlink it, or is there a "right" way to correct this?

I symlinked
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle/DBD/mysql.pm
to
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBD/mysql.pm

I now get:

[root at sdtvm08 ~]# /usr/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 sdtvm05 as root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
DBD::mysql initialisation failed: Can't locate object method "driver"
via package "DBD::mysql" at
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBI.pm line
770, <STDIN> line 1.

Perhaps the capitalisation of DBD 'mysql' isn't right. at
/usr/sbin/rt-setup-database line 103

-- 
***********************************************************************
* John Oliver                             http://www.john-oliver.net/ *
*                                                                     *
***********************************************************************


From jesse at bestpractical.com  Thu Apr 12 17:59:32 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Apr 2007 17:59:32 -0400
Subject: [rt-users] RPM installation of RT
In-Reply-To: <20070412212712.GA10945@ns.sdsitehosting.net>
References: <20070412195352.GA9003@ns.sdsitehosting.net>
	<20070412195628.GL29719@bestpractical.com>
	<20070412201835.GA9780@ns.sdsitehosting.net>
	<20070412212712.GA10945@ns.sdsitehosting.net>
Message-ID: <A7746E45-1D5F-4BF7-9DE8-FCE9DBF095E0@bestpractical.com>

>>>
>>> You'll need to install DBD::mysql.
>>
>> Thank you Jesse!
>>
>> I installed that via yum, but still have the same issue.  I do  
>> have the
>> DBD::mysql, but I guess not where @INC expects it to be:
>>
>> [root at sdtvm08 ~]# find / -name mysql.pm
>> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle/ 
>> DBD/mysql.pm
>> /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
>> /usr/lib/perl5/vendor_perl/5.8.8/DBIx/DBSchema/DBD/mysql.pm
>>
>> Should I just symlink it, or is there a "right" way to correct this?
>
> I symlinked
> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle/DBD/ 
> mysql.pm
> to
> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBD/mysql.pm
>


That's wrong.

Bundle::DBD::mysql is not DBD::mysql.

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From nmetrowsky at digitalglobe.com  Thu Apr 12 18:07:04 2007
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 12 Apr 2007 16:07:04 -0600
Subject: [rt-users] RT Permissions
Message-ID: <C1BF1C58F42A304A899E2933C220F48ADBFC68@COMAIL02.digitalglobe.com>

Hi Everyone,

 

We have a Request Tracker set up with over 20 queues. Those who can log
into Request Tracker can "see" the queues and view tickets in any queue;
however, folks generally work on tickets within their particular queue.
Also, those who have permission, can update tickets accordingly in the
queue they are assigned.

 

We have a request from one of our users to have their queue set up in
such a way, so no one can "see" their queue, except those who are
responsible for their queue. We have a situation where by our IS
department uses 13 queues for the various function areas, and the users
of these queues have the right to view tickets in any of the IS queues
and freely move tickets between the IS queues. Therefore, they need to
see other queues in order to perform their job functions. Sometimes a
ticket, though rarely, is directed to other company queues, for example,
power requests to our facilities deprtment.

 

Is there a way to set things up so the new queue is invisible to our
other users, but we still can retain the functionality we have today?

 

One solution was to allow all IS groups to access each of the IS queues,
unfortunately, it has an undesirable affect of displaying all the IS
queues under the "newest unowned ticket" area on the "RT at a glance"
display. Our queue managers only want to see tickets which belong to
their particular queue on this display. 

 

Another solution, though undesirable, is to set up a separate Request
Tracker environment for this group. This has a few issues:

 

1.	The expense to set up and maintain a separate Request Tracker
environment.
2.	The volume of tickets is expected to be less than 20 tickets per
week.

 

If anyone has another idea that would not be too nasty to implement,
please let me know.

 

Any ideas would be most welcome.

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

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

DigitalGlobe (r), An Imaging and Information Company

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

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

 

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From joliver at john-oliver.net  Thu Apr 12 18:24:36 2007
From: joliver at john-oliver.net (John Oliver)
Date: Thu, 12 Apr 2007 15:24:36 -0700
Subject: [rt-users] RPM installation of RT
In-Reply-To: <A7746E45-1D5F-4BF7-9DE8-FCE9DBF095E0@bestpractical.com>
References: <20070412195352.GA9003@ns.sdsitehosting.net>
	<20070412195628.GL29719@bestpractical.com>
	<20070412201835.GA9780@ns.sdsitehosting.net>
	<20070412212712.GA10945@ns.sdsitehosting.net>
	<A7746E45-1D5F-4BF7-9DE8-FCE9DBF095E0@bestpractical.com>
Message-ID: <20070412222436.GA11916@ns.sdsitehosting.net>

On Thu, Apr 12, 2007 at 05:59:32PM -0400, Jesse Vincent wrote:
> >
> >I symlinked
> >/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle/DBD/ 
> >mysql.pm
> >to
> >/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBD/mysql.pm
> >
> 
> 
> That's wrong.
> 
> Bundle::DBD::mysql is not DBD::mysql.

OK...

[root at sdtvm08 ~]# rpm -qa | grep DBD
perl-DBD-Pg-1.49-1.fc6
perl-DBD-MySQL-3.0007-1.fc6
[root at sdtvm08 ~]# rpm -ql perl-DBD-MySQL-3.0007-1.fc6
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle/DBD
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle/DBD/mysql.pm
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBD
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBD/mysql
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBD/mysql/GetInfo.pm
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBD/mysql/INSTALL.pod
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Mysql
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Mysql.pm
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Mysql/Statement.pm
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/auto/DBD
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/auto/DBD/mysql
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/auto/DBD/mysql/mysql.so
/usr/share/doc/perl-DBD-MySQL-3.0007
/usr/share/doc/perl-DBD-MySQL-3.0007/ChangeLog
/usr/share/doc/perl-DBD-MySQL-3.0007/INSTALL.html
/usr/share/doc/perl-DBD-MySQL-3.0007/README
/usr/share/doc/perl-DBD-MySQL-3.0007/TODO
/usr/share/man/man3/Bundle::DBD::mysql.3pm.gz
/usr/share/man/man3/DBD::mysql.3pm.gz
/usr/share/man/man3/DBD::mysql::INSTALL.3pm.gz
/usr/share/man/man3/Mysql.3pm.gz

I removed the symlink I made above, and tried symlinking
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Mysql.pm to
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/mysql.pm  Still
no joy.  The only other package I could find that looked like it might
be close was libdbi-dbd-mysql, but that doesn't work either.

What package do I need to install?

-- 
***********************************************************************
* John Oliver                             http://www.john-oliver.net/ *
*                                                                     *
***********************************************************************


From nmetrowsky at digitalglobe.com  Thu Apr 12 18:53:11 2007
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 12 Apr 2007 16:53:11 -0600
Subject: [rt-users] RT Permissions
In-Reply-To: <461EB5CB.30203@lists.bestpractical.com>
References: <C1BF1C58F42A304A899E2933C220F48ADBFC68@COMAIL02.digitalglobe.com>
	<461EB5CB.30203@lists.bestpractical.com>
Message-ID: <C1BF1C58F42A304A899E2933C220F48ADBFC99@COMAIL02.digitalglobe.com>

Hi Toan,

Thank you for the reply. Just curious, because it is not really
documented anywhere, what does "SeeQueue" do? Does it allow you to see
one queue or all queues? I have to play a bit more with permissions, so
if anyone knows where they are defined and what they actually do that
will be great.

Nick

PS Our folks really did not want to deal with saved searched for the
"newest unknown tickets". 

------------------------------------------------------------------------
---------
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com
------------------------------------------------------------------------
---------
-----Original Message-----
From: RT Users [mailto:rt-users at lists.bestpractical.com] 
Sent: Thursday, April 12, 2007 4:42 PM
To: Nick Metrowsky; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Permissions

> Is there a way to set things up so the new queue is invisible to our 
> other users, but we still can retain the functionality we have today?

In RT-3.6.x the different roles can be given ACL's to "See Queue" so 
only Owners etc would have the queue visible.

> One solution was to allow all IS groups to access each of the IS
queues, 
> unfortunately, it has an undesirable affect of displaying all the IS 
> queues under the "newest unowned ticket" area on the "RT at a glance" 
> display. Our queue managers only want to see tickets which belong to 
> their particular queue on this display.

You could remove the "newest unowned ticket search" from the homepage 
and add custom searches on relevant queues instead. (RT-3.6.x)

Taan


From frota at cecom.ufmg.br  Thu Apr 12 19:48:49 2007
From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais)
Date: Thu, 12 Apr 2007 20:48:49 -0300
Subject: [rt-users] RPM installation of RT - missing perl modules
In-Reply-To: <20070412195628.GL29719@bestpractical.com>
References: <20070412195352.GA9003@ns.sdsitehosting.net>
	<20070412195628.GL29719@bestpractical.com>
Message-ID: <200704122048.49915.frota@cecom.ufmg.br>



After trying to install RTIR + RTFM over a rpm install of rt3, I decided to 
remove the RPM and make the things by hand. The installation of rt3 (3.6.3) 
asked for some perl modules, suposed to be installed as pre-requisites of the 
rpm. I lost my notes, but at yum.log I found 2 sets of lines. So, you can try 
to install those packages or follow the instructions at README file of the 
original package until the "testdeps" part. At this point, you can use yum to 
install the perl modules, instead of using CPAN. After years using CPAN, I 
decided to stop with it and only install RPMs. 

yum.log (set 1)

Apr 06 20:17:16 Installed: perl-TeX-Hyphen.noarch 0.140-5.fc6
Apr 06 20:17:16 Installed: perl-Text-Reform.noarch 1.11-6.fc6
Apr 06 20:17:16 Installed: perl-WWW-Mechanize.noarch 1.22-2.fc6
Apr 06 20:17:16 Installed: perl-Carp-Assert.noarch 0.18-4.fc6
Apr 06 20:17:16 Installed: perl-Carp-Assert-More.noarch 1.12-3.fc6
Apr 06 20:17:16 Installed: perl-Test-LongString.noarch 0.11-1.fc6
Apr 06 20:17:17 Installed: perl-Text-Autoformat.noarch 1.13-4.fc6
Apr 06 20:17:17 Installed: perl-Test-WWW-Mechanize.noarch 1.12-1.fc6

yum.log (set 2)

Apr 06 20:28:17 Installed: perl-Class-Accessor.noarch 0.30-1.fc6
Apr 06 20:28:17 Installed: perl-Class-Accessor-Chained.noarch 0.01-4.fc6
Apr 06 20:28:17 Installed: perl-FreezeThaw.noarch 0.43-5.fc6
Apr 06 20:28:17 Installed: perl-Class-Singleton.noarch 1.03-3.fc6
Apr 06 20:28:18 Installed: perl-DateTime.i386 1:0.34-3.fc6
Apr 06 20:28:18 Installed: perl-DateTime-Format-Mail.noarch 0.30-4.fc6
Apr 06 20:28:18 Installed: perl-DateTime-Format-W3CDTF.noarch 0.04-1.fc6
Apr 06 20:28:19 Installed: perl-IO-Tty.i386 1.07-2.fc6
Apr 06 20:28:19 Installed: perl-Expect.noarch 1.20-1.fc6
Apr 06 20:28:19 Installed: perl-Expect-Simple.noarch 0.02-1.fc6
Apr 06 20:28:19 Installed: perl-Test-Expect.noarch 0.30-1.fc6
Apr 06 20:28:19 Installed: perl-Text-Quoted.noarch 2.02-1.fc6
Apr 06 20:28:19 Installed: perl-XML-RSS.noarch 1.22-1.fc6
Apr 06 20:28:19 Installed: perl-Module-Refresh.noarch 0.09-3.fc6
Apr 06 20:28:19 Installed: perl-MLDBM.noarch 2.01-5.fc6
Apr 06 20:39:15 Installed: perl-Sort-Versions.noarch 1.5-5.fc6




Em Quinta 12 Abril 2007 16:56, Jesse Vincent escreveu:
> On Thu, Apr 12, 2007 at 12:53:52PM -0700, John Oliver wrote:
> > I installed Fedora Core 6 on a machine, and was very pleasantly
> > surprised when "yum install rt3" worked like a charm, after the hours
> > I'd spent trying to get RT installed under RHEL4! :-)
> >
> > I went to http://my-server/rt3/ and the error_log says:
> >
> > [Thu Apr 12 11:37:28 2007] [error] [client 192.168.2.192]
> > install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC
>
> Looks like the RPM ddidn't handle the dependencies correctly.
>
> > I do have mysql.pm
> >
> > [root at sdtvm08 ~]# find / -name mysql.pm
> > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
> > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/DBSchema/DBD/mysql.pm
>
> Perl paths are fully qalified.
>
> You have DBIx::SearchBuilder::Handle::mysql and
> DBIx::DBSchema::DBD::mysql, but not DBD::mysql.
>
> You'll need to install DBD::mysql.
>
> > How do I add one of those to @INC, and why wasn't this already done?
> >
> > --
> > ***********************************************************************
> > * John Oliver                             http://www.john-oliver.net/ *
> > *                                                                     *
> > ***********************************************************************
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com

-- 
     Fernando Frota Machado de Morais
        IR Team - Divisao de Redes de Comunicacao
        Centro de Computacao
        Universidade Federal de Minas Gerais
        Brasil
        Tel. +55(31)3499.4007  Fax. +55(31)3499.4004

 /"\
 \ /  Campanha da fita ASCII - contra mail html
  X   ASCII ribbon campaign - against html mail
 / \


From frota at cecom.ufmg.br  Thu Apr 12 19:55:42 2007
From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais)
Date: Thu, 12 Apr 2007 20:55:42 -0300
Subject: [rt-users] RT Permissions
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48ADBFC68@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48ADBFC68@COMAIL02.digitalglobe.com>
Message-ID: <200704122055.42355.frota@cecom.ufmg.br>


You probably have groups of users. You can edit group rights over each queue, 
assign rights to those groups (Seequeue, SHowticket, showticketcomment etc). 
You should do the same with User rights. After all, you will need to remove 
Global Groups Rights and Global User Rights. 

SuperUser will continue to see all Queues.


Em Quinta 12 Abril 2007 19:07, Nick Metrowsky escreveu:
> Hi Everyone,
>
>
>
> We have a Request Tracker set up with over 20 queues. Those who can log
> into Request Tracker can "see" the queues and view tickets in any queue;
> however, folks generally work on tickets within their particular queue.
> Also, those who have permission, can update tickets accordingly in the
> queue they are assigned.
>
>
>
> We have a request from one of our users to have their queue set up in
> such a way, so no one can "see" their queue, except those who are
> responsible for their queue. We have a situation where by our IS
> department uses 13 queues for the various function areas, and the users
> of these queues have the right to view tickets in any of the IS queues
> and freely move tickets between the IS queues. Therefore, they need to
> see other queues in order to perform their job functions. Sometimes a
> ticket, though rarely, is directed to other company queues, for example,
> power requests to our facilities deprtment.
>
>
>
> Is there a way to set things up so the new queue is invisible to our
> other users, but we still can retain the functionality we have today?
>
>
>
> One solution was to allow all IS groups to access each of the IS queues,
> unfortunately, it has an undesirable affect of displaying all the IS
> queues under the "newest unowned ticket" area on the "RT at a glance"
> display. Our queue managers only want to see tickets which belong to
> their particular queue on this display.
>
>
>
> Another solution, though undesirable, is to set up a separate Request
> Tracker environment for this group. This has a few issues:
>
>
>
> 1.	The expense to set up and maintain a separate Request Tracker
> environment.
> 2.	The volume of tickets is expected to be less than 20 tickets per
> week.
>
>
>
> If anyone has another idea that would not be too nasty to implement,
> please let me know.
>
>
>
> Any ideas would be most welcome.
>
>
>
> Nick
>
>
>
> ------------------------------------------------------------------------
> ---------
>
> Nick Metrowsky
>
> Consulting System Administrator
>
> 303-684-4785 Office
>
> 303-684-4100 Fax
>
> nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>
>
> DigitalGlobe (r), An Imaging and Information Company
>
> http://www.digitalglobe.com <http://www.digitalglobe.com>
>
> ------------------------------------------------------------------------
> ---------

-- 
     Fernando Frota Machado de Morais
        IR Team - Divisao de Redes de Comunicacao
        Centro de Computacao
        Universidade Federal de Minas Gerais
        Brasil
        Tel. +55(31)3499.4007  Fax. +55(31)3499.4004

 /"\
 \ /  Campanha da fita ASCII - contra mail html
  X   ASCII ribbon campaign - against html mail
 / \


From frota at cecom.ufmg.br  Thu Apr 12 20:09:14 2007
From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais)
Date: Thu, 12 Apr 2007 21:09:14 -0300
Subject: [rt-users] RPM installation of RT
In-Reply-To: <A7746E45-1D5F-4BF7-9DE8-FCE9DBF095E0@bestpractical.com>
References: <20070412195352.GA9003@ns.sdsitehosting.net>
	<20070412212712.GA10945@ns.sdsitehosting.net>
	<A7746E45-1D5F-4BF7-9DE8-FCE9DBF095E0@bestpractical.com>
Message-ID: <200704122109.14311.frota@cecom.ufmg.br>


You can try to install those packages (yum install ...):

[root at apoio ~]#grep -i db perl.rt
perl-Tie-DBI
perl-DBD-Pg
perl-DBIx-SearchBuilder
perl-BerkeleyDB
perl-MLDBM
perl-DBIx-DBSchema
perl-DBI
perl-DBD-MySQL
perl-DBD-SQLite


Em Quinta 12 Abril 2007 18:59, Jesse Vincent escreveu:
> >>> You'll need to install DBD::mysql.
> >>
> >> Thank you Jesse!
> >>
> >> I installed that via yum, but still have the same issue.  I do
> >> have the
> >> DBD::mysql, but I guess not where @INC expects it to be:
> >>
> >> [root at sdtvm08 ~]# find / -name mysql.pm
> >> /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle/
> >> DBD/mysql.pm
> >> /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle/mysql.pm
> >> /usr/lib/perl5/vendor_perl/5.8.8/DBIx/DBSchema/DBD/mysql.pm
> >>
> >> Should I just symlink it, or is there a "right" way to correct this?
> >
> > I symlinked
> > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Bundle/DBD/
> > mysql.pm
> > to
> > /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/DBD/mysql.pm
>
> That's wrong.
>
> Bundle::DBD::mysql is not DBD::mysql.

-- 
     Fernando Frota Machado de Morais
        IR Team - Divisao de Redes de Comunicacao
        Centro de Computacao
        Universidade Federal de Minas Gerais
        Brasil
        Tel. +55(31)3499.4007  Fax. +55(31)3499.4004

 /"\
 \ /  Campanha da fita ASCII - contra mail html
  X   ASCII ribbon campaign - against html mail
 / \


From mikef at ack.berkeley.edu  Thu Apr 12 22:19:34 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Thu, 12 Apr 2007 19:19:34 -0700 (PDT)
Subject: [rt-users] RT 3.6.3 web interface problems
In-Reply-To: <20070411161936.J64531@malcolm.berkeley.edu>
References: <20070411161936.J64531@malcolm.berkeley.edu>
Message-ID: <20070412190356.P89162@malcolm.berkeley.edu>

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

I'm still trying to track down the cause of an error that's generated when 
I use the simple search facility, e.g., the 'Search' box at the top of my 
Home Page.

In Firefox, the message is this (a pop-up):

    ------------------------------------------------------------------
    ist-rt-dev.berkeley.edu has sent an incorrect or unexpected message.
    Error Code: -12263

                [ OK ]
    ------------------------------------------------------------------

(where 'https://ist-rt-dev.berkeley.edu' is the URL by which I access RT).

I have noticed something interesting that might relate to this.

The session cookie that RT is issuing to my browser looks like this:

         RT_SID_80

Yet I'm coming in via port 443 and RT should be using $ENV{SERVER_PORT} to 
construct the cookie value.  Which now causes me to wonder about something 
in RT_SiteConfig.pm which didn't exist in 3.4.5 but appears in 3.6.3. 
Namely the $WebPort variable.  The comment in RT_SiteConfig.pm says this:

    # If we're running as a superuser, run on port 80
    # Otherwise, pick a high port for this user.

Now I'm running as a non-privileged user, but I'm on a 'virtual private 
server' behind an external web server proxy that listens on port 443. 
Since RT_SiteConfig constructs $WebURL using $WebPort, I had to get around 
this by the following:

1.  I set $WebPort to 443  (not necessarily useful)
2.  I set $WebURL to the actual URL, which is "https://ist-rt-dev.berkeley.edu"

I don't think $WebPort is being used in this case, but I had to set it to 
something!  Meanwhile, it appears that $ENV{SERVER_PORT} is still 
returning '80', because that's what's showing up in the cookie value.

So, I'm wondering if this discrepancy (not necessarily the cookie value 
itself) is somehow connected to my problem.  It's beginning to look like 
under some circumstances, RT is doing internal Redirection improperly, 
causing the Firefox message shown above (and causing Opera just to hang 
completely).

Any comments on the above?  I'm currently supporting two other RT systems
(at 3.4.2 and 3.4.5) and I've not had this kind of problem.

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From jesse at bestpractical.com  Thu Apr 12 22:57:06 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Apr 2007 22:57:06 -0400
Subject: [rt-users] Non-intrusive ticketing system using RT?
In-Reply-To: <87odlwl9co.fsf@willow.rfc1149.net>
References: <87odlwl9co.fsf@willow.rfc1149.net>
Message-ID: <37CE0B86-25E0-46C0-84C4-FE79294A45BC@bestpractical.com>

You can use --extension ticket on the mailgateway to create an  
address-per-ticket, rather than using the subject token... (It's a  
start)


On Apr 10, 2007, at 8:09 AM, Samuel Tardieu wrote:

> Hi.
>
> Has anyone heard about a plugin that allows RT to work hidden under
> the cover?
>
> I am trying to build a non-intrusive ticketing system that would be
> totally invisible to the people I correspond with. See
> http://tinyurl.com/383m88 for a longer explanation.
>
>   Sam
> -- 
> Samuel Tardieu -- sam at rfc1149.net -- http://www.rfc1149.net/
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From theillien at yahoo.com  Thu Apr 12 23:46:16 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 12 Apr 2007 23:46:16 -0400
Subject: [rt-users] Testing 3.7.5
In-Reply-To: <CE84BC01-27F5-4D45-822B-A7FD33A9D2B7@bestpractical.com>
References: <461E0094.2020106@yahoo.com>
	<CE84BC01-27F5-4D45-822B-A7FD33A9D2B7@bestpractical.com>
Message-ID: <461EFD08.8060309@yahoo.com>

Jesse Vincent wrote:
> 
> On Apr 12, 2007, at 5:49 AM, Mathew Snyder wrote:
> 
>> I'm trying to get v3.7.5 installed as a tester in order to see all of
>> it's
>> glorious wonders.  However, it appears to require Apache::Request
>> which seems to
>> require mod_perl < 1.99.
>> mod_perl 1.x ( < 1.99) is required at Makefile.PL line 34.
>>
>> Is this right?  Can I not use this with mod_perl 2.x?
> 
> Sounds like you might have not thrown the right flags at 'configure',
> maybe? We're now doing more autodetection.
>

./configure --prefix=/usr/local/rt-3.7.5 --with-db-type=mysql
--with-db-database=rt3_devel --with-db-rt-user=rt_user --with-db-rt-pass=xxxxxxx
Are there other flags I don't know about?

>> Or even 1.99 for that matter?
> 
> 1.99 was the beta series for 2.0. And there were Big Problems.
> 
>> I'm testing the installation on RHEL 5.  So far I've got everything
>> installed except this module.  I manually installed XML::RSS v1.22 which
>> installed fine but still comes up as MISSING.
> 
> That's really odd. Did it pass its tests? Is there only one system perl?
> 

There is only one perl that I can tell.  5.8.8.  I ran 'find / -name 'perl*' and
it only listed 5.8.8.  As far as passing its tests, I believe so.  I even went
into CPAN and attempted to install it again.  It said it is up to date.

>>
>> In the past, modules which have been manually installed but still show
>> up as
>> MISSING don't break the system and the only thing that seems to not
>> recognize it
>> as being installed is 'make testdeps'.  So XML::RSS isn't a concern
>> right now.
>> However, if I can't even install Apache::Request due to dependency on
>> an old
>> mod_perl how am I to get this to work?
>>
>> Mathew
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 


From theillien at yahoo.com  Thu Apr 12 23:59:43 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 12 Apr 2007 23:59:43 -0400
Subject: [rt-users] Testing 3.7.5
In-Reply-To: <CE84BC01-27F5-4D45-822B-A7FD33A9D2B7@bestpractical.com>
References: <461E0094.2020106@yahoo.com>
	<CE84BC01-27F5-4D45-822B-A7FD33A9D2B7@bestpractical.com>
Message-ID: <461F002F.4070109@yahoo.com>

Jesse Vincent wrote:
> 
> On Apr 12, 2007, at 5:49 AM, Mathew Snyder wrote:
> 
>> I'm trying to get v3.7.5 installed as a tester in order to see all of
>> it's
>> glorious wonders.  However, it appears to require Apache::Request
>> which seems to
>> require mod_perl < 1.99.
>> mod_perl 1.x ( < 1.99) is required at Makefile.PL line 34.
>>
>> Is this right?  Can I not use this with mod_perl 2.x?
> 
> Sounds like you might have not thrown the right flags at 'configure',
> maybe? We're now doing more autodetection.
> 

I updated CPAN and am now getting something a bit more useful as far as errors go:
Failed during this command:
STAS/libapreq-1.33.tar.gz     : writemakefile NO '/usr/bin/perl Makefile.PL'
returned status 2304

>> Or even 1.99 for that matter?
> 
> 1.99 was the beta series for 2.0. And there were Big Problems.
> 
>> I'm testing the installation on RHEL 5.  So far I've got everything
>> installed except this module.  I manually installed XML::RSS v1.22 which
>> installed fine but still comes up as MISSING.
> 
> That's really odd. Did it pass its tests? Is there only one system perl?
> 
>>
>> In the past, modules which have been manually installed but still show
>> up as
>> MISSING don't break the system and the only thing that seems to not
>> recognize it
>> as being installed is 'make testdeps'.  So XML::RSS isn't a concern
>> right now.
>> However, if I can't even install Apache::Request due to dependency on
>> an old
>> mod_perl how am I to get this to work?
>>
>> Mathew
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 


From theillien at yahoo.com  Fri Apr 13 00:06:38 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 13 Apr 2007 00:06:38 -0400
Subject: [rt-users] Testing 3.7.5
In-Reply-To: <CE84BC01-27F5-4D45-822B-A7FD33A9D2B7@bestpractical.com>
References: <461E0094.2020106@yahoo.com>
	<CE84BC01-27F5-4D45-822B-A7FD33A9D2B7@bestpractical.com>
Message-ID: <461F01CE.2000305@yahoo.com>

Erk...I keep finding things that might be of use after I send out an email on
this.  The latest thing I found is that running 'make testdeps' lists MODPERL1
dependencies under which the Apache::Request is missing.  Am I not using a flag
that should tell it to use mod_perl2?

Mathew

Jesse Vincent wrote:
> 
> On Apr 12, 2007, at 5:49 AM, Mathew Snyder wrote:
> 
>> I'm trying to get v3.7.5 installed as a tester in order to see all of
>> it's
>> glorious wonders.  However, it appears to require Apache::Request
>> which seems to
>> require mod_perl < 1.99.
>> mod_perl 1.x ( < 1.99) is required at Makefile.PL line 34.
>>
>> Is this right?  Can I not use this with mod_perl 2.x?
> 
> Sounds like you might have not thrown the right flags at 'configure',
> maybe? We're now doing more autodetection.
> 
>> Or even 1.99 for that matter?
> 
> 1.99 was the beta series for 2.0. And there were Big Problems.
> 
>> I'm testing the installation on RHEL 5.  So far I've got everything
>> installed except this module.  I manually installed XML::RSS v1.22 which
>> installed fine but still comes up as MISSING.
> 
> That's really odd. Did it pass its tests? Is there only one system perl?
> 
>>
>> In the past, modules which have been manually installed but still show
>> up as
>> MISSING don't break the system and the only thing that seems to not
>> recognize it
>> as being installed is 'make testdeps'.  So XML::RSS isn't a concern
>> right now.
>> However, if I can't even install Apache::Request due to dependency on
>> an old
>> mod_perl how am I to get this to work?
>>
>> Mathew
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 


From theillien at yahoo.com  Fri Apr 13 03:14:35 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 13 Apr 2007 03:14:35 -0400
Subject: [rt-users] Testing 3.7.5
In-Reply-To: <CE84BC01-27F5-4D45-822B-A7FD33A9D2B7@bestpractical.com>
References: <461E0094.2020106@yahoo.com>
	<CE84BC01-27F5-4D45-822B-A7FD33A9D2B7@bestpractical.com>
Message-ID: <461F2DDB.1030905@yahoo.com>

I downloaded libapreq2 from the apache site and installed it manually.  It
required a few -devel packages which in turn required more -devel patches.
Eventually, I got those sorted out.  So, Apache::Request is installed however,
'make testdeps' still shows it as missing.  I guess because it is looking for a
different version.

I can't say if it works properly just yet as I haven't ported a test version of
our current database over.  Are there any changes to the schema that would
prevent a direct copy or will I need to actually run upgrades on it?

At the training in Feb. you mentioned that the next release (v3.8) would include
PGP support.  Is this still in the works?  I don't see anything in the
configuration for such a thing.

Out of the gate, it looks like it might be a bit faster, but then, that could be
because I'm using a faster server.  We'll see what happens when I get the
database ported over.

Are the css files identical to v3.6?  I've made color changes and would be happy
if I don't have to make them again.

Mathew

Jesse Vincent wrote:
> 
> On Apr 12, 2007, at 5:49 AM, Mathew Snyder wrote:
> 
>> I'm trying to get v3.7.5 installed as a tester in order to see all of
>> it's
>> glorious wonders.  However, it appears to require Apache::Request
>> which seems to
>> require mod_perl < 1.99.
>> mod_perl 1.x ( < 1.99) is required at Makefile.PL line 34.
>>
>> Is this right?  Can I not use this with mod_perl 2.x?
> 
> Sounds like you might have not thrown the right flags at 'configure',
> maybe? We're now doing more autodetection.
> 
>> Or even 1.99 for that matter?
> 
> 1.99 was the beta series for 2.0. And there were Big Problems.
> 
>> I'm testing the installation on RHEL 5.  So far I've got everything
>> installed except this module.  I manually installed XML::RSS v1.22 which
>> installed fine but still comes up as MISSING.
> 
> That's really odd. Did it pass its tests? Is there only one system perl?
> 
>>
>> In the past, modules which have been manually installed but still show
>> up as
>> MISSING don't break the system and the only thing that seems to not
>> recognize it
>> as being installed is 'make testdeps'.  So XML::RSS isn't a concern
>> right now.
>> However, if I can't even install Apache::Request due to dependency on
>> an old
>> mod_perl how am I to get this to work?
>>
>> Mathew
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 


From CLoos at netcologne.de  Fri Apr 13 03:04:11 2007
From: CLoos at netcologne.de (Loos, Christian)
Date: Fri, 13 Apr 2007 09:04:11 +0200
Subject: [rt-users] Newest Unowned Ticket rights?
Message-ID: <657C603258FA594DB9A8C49EB86631190BD650CA@ncmail.netcologne.intern>

Hello Glenn,

i think you have changed the search for Newest Unowned Tickets.
The is a bug in rt, if you change the search by "Edit Search" the tickets are no more clickable.
Just look in /etc/initialdata for "Search - Unowned Tickets" and compare it with your search by looking at the "Advanced" search.

Chris



From theillien at yahoo.com  Fri Apr 13 05:45:45 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 13 Apr 2007 05:45:45 -0400
Subject: [rt-users] Another script question
Message-ID: <461F5149.2020603@yahoo.com>

Using my previous user timesheet script as my template I decided to rewrite a
script that is used to gather the total time spent on each customer over the
previous week.  It is currently set up to query the database directly using DBI.
 I've found that this creates an inaccurate tally probably because our query is
probably incorrect so I'm trying to set it up using the API as I did with the
user timesheet.

However, it doesn't seem to be giving me the results I expected.  It seems
fairly straight forward, but I can't get it to do anything.  I'm using the
following FromSQL query:
$tix->FromSQL('Queue = "CustomerCare" AND ((LastUpdated > "' . $weekStart . '"
AND LastUpdated < "' . $weekEnd . '") OR (LastUpdated = "' . $weekStart . '" OR
LastUpdated = "' . $weekEnd. '"))');

This is actually the same query I used in my user script which is providing the
desired results so I know the query is correct.

This is the block of code I would expect to provide me with the data I'm trying
to manipulate:
while (my $ticket = $tix->Next) {
        foreach my $day (@searchDate){
                my $env = $ticket->FirstCustomFieldValue('Environment');
                $tickets{$env}++;
                my $transactions = $ticket->Transactions;
                while (my $transaction  = $transactions->Next) {
                        next unless (($transaction->Created == $day) ||
($transaction->TimeTaken));
                        $envTime{$env} += $transaction->TimeTaken;
                }
        }
}

@searchDate is populated with 7 dates using the yyyy-mm-dd format found in the
database.

The script will then alter the times (in minutes) to be output in an hh:mm
format as both a total and, using the $tickets{$env} entry, a mean time.  It
could very well be that I'm not getting any output because my manipulation block
is wrong.  However, the quickness that the script completes its task and returns
a file to me leads me to believe that it isn't even pulling the data I need.  It
also stops outputting data to the file after printing out the first date.

Does the above block look right for what I'm attempting to do?

Mathew


From theillien at yahoo.com  Fri Apr 13 05:52:36 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 13 Apr 2007 05:52:36 -0400
Subject: [rt-users] Another script question
In-Reply-To: <461F5149.2020603@yahoo.com>
References: <461F5149.2020603@yahoo.com>
Message-ID: <461F52E4.1080502@yahoo.com>

I've attached the complete script.

Mathew

Mathew Snyder wrote:
> Using my previous user timesheet script as my template I decided to rewrite a
> script that is used to gather the total time spent on each customer over the
> previous week.  It is currently set up to query the database directly using DBI.
>  I've found that this creates an inaccurate tally probably because our query is
> probably incorrect so I'm trying to set it up using the API as I did with the
> user timesheet.
> 
> However, it doesn't seem to be giving me the results I expected.  It seems
> fairly straight forward, but I can't get it to do anything.  I'm using the
> following FromSQL query:
> $tix->FromSQL('Queue = "CustomerCare" AND ((LastUpdated > "' . $weekStart . '"
> AND LastUpdated < "' . $weekEnd . '") OR (LastUpdated = "' . $weekStart . '" OR
> LastUpdated = "' . $weekEnd. '"))');
> 
> This is actually the same query I used in my user script which is providing the
> desired results so I know the query is correct.
> 
> This is the block of code I would expect to provide me with the data I'm trying
> to manipulate:
> while (my $ticket = $tix->Next) {
>         foreach my $day (@searchDate){
>                 my $env = $ticket->FirstCustomFieldValue('Environment');
>                 $tickets{$env}++;
>                 my $transactions = $ticket->Transactions;
>                 while (my $transaction  = $transactions->Next) {
>                         next unless (($transaction->Created == $day) ||
> ($transaction->TimeTaken));
>                         $envTime{$env} += $transaction->TimeTaken;
>                 }
>         }
> }
> 
> @searchDate is populated with 7 dates using the yyyy-mm-dd format found in the
> database.
> 
> The script will then alter the times (in minutes) to be output in an hh:mm
> format as both a total and, using the $tickets{$env} entry, a mean time.  It
> could very well be that I'm not getting any output because my manipulation block
> is wrong.  However, the quickness that the script completes its task and returns
> a file to me leads me to believe that it isn't even pulling the data I need.  It
> also stops outputting data to the file after printing out the first date.
> 
> Does the above block look right for what I'm attempting to do?
> 
> Mathew
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
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From mario at rimann.org  Fri Apr 13 09:23:47 2007
From: mario at rimann.org (Mario Rimann)
Date: Fri, 13 Apr 2007 15:23:47 +0200 (CEST)
Subject: [rt-users] Repeated log-in on web interface needed
Message-ID: <20474.212.55.219.98.1176470627.squirrel@mail.oliverklee.com>

Hi

I'm new to RT (running 3.6.3 on Apache2 on a Gentoo machine) and have the
following problem:

Login via web interface is successful in the first step. But for each
other page within RT that I'd like to see, I'm requested to enter my
user/password again. If I enter the credentials, the page is delivered.
But when clicking a link to another page, the next authentification is
needed.

I already asked Google and searched the mailinglist-archives, but didn't
find a solution for this problem. Any hints are really appreciated!

Cheers,
Mario



From sturner at MIT.EDU  Fri Apr 13 09:30:24 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 13 Apr 2007 09:30:24 -0400
Subject: [rt-users] Another script question
In-Reply-To: <461F52E4.1080502@yahoo.com>
References: <461F5149.2020603@yahoo.com>
 <461F52E4.1080502@yahoo.com>
Message-ID: <6.2.3.4.2.20070413092845.03c57c48@po14.mit.edu>

At Friday 4/13/2007 05:52 AM, Mathew Snyder wrote:
>I've attached the complete script.
>
>Mathew

Mathew,

I don't have time to investigate the whole script, but I wondered if 
you've looked at the perl debugger to step through the code. I always 
find the tool invaluable when I have a script that's not doing what I expect.

Steve 



From mikef at ack.berkeley.edu  Fri Apr 13 11:30:43 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Fri, 13 Apr 2007 08:30:43 -0700 (PDT)
Subject: [rt-users] Strange problem with simple search and SSL access
In-Reply-To: <E7480C3D4575E746815043B7BBF9128702552F89@cpsrvr02.cpllc.lan>
References: <E7480C3D4575E746815043B7BBF9128702552F89@cpsrvr02.cpllc.lan>
Message-ID: <20070413081414.D18909@malcolm.berkeley.edu>

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

On Wed, 11 Apr 2007 at 13:51 (-0700), Michael Schrimshaw wrote:

> So, to answer my own question and to help anyone else that has this 
> issue in the future, in the RT/Interface/Web.pm Redirect sub, there is:
>
> $uri->port($ENV{'SERVER_PORT'});
>
> I commented this line out, and now my Apache mod_rewrite voodoo is 
> handling things just fine (forcing https when http requests come in). If 
> there's a more graceful way of doing this, I'd love to know :)

Mike,

Thanks!

It turns out that my problem (described in earlier postings), whereby 
Firefox returned an error popup when I tried a simple search, also is 
fixed when I comment out the above line.

I suspect that what our problems have in common (though the symptoms are 
quite different) is that RT code is making assumptions about the value of 
$ENV{'SERVER_PORT'} that are not always valid.

In particular, I'm running RT in a 'virtual private server' that sits 
behind a web proxy server which is actually hosting the RT URL. I guess 
the value of the environment variable 'SERVER_PORT' on the 'inner' apache 
(that's actually running RT) is being set to 80 even though the external 
proxy is receiving connections on 443.  In fact, my RT session cookie 
still has an '80' in it.  But setting $uri->port to that value is not 
going to be right since that's not the port on which the connection is 
taking place.

Anyway, when I comment out the above line, simple search works.  Firefox 
no longer puts up the pop-up message and Opera no longer hangs, but 
produces the correct result.

Now, like you, I can't help but feel that there's a more 'proper' solution 
to this than just removing that line of code.  Perhaps the setting of 
SERVER_PORT needs to be done differently via some configuration option. 
But this is mere speculation.

Also, I notice that the affected code does not appear in earlier versions 
of RT, at least not 3.4.2 or 3.4.5, both of which systems I've been 
supporting without this problem.

Thanks again.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQA/AwUBRh+iJq0bf1iNr4mCEQK6UQCfRZUyaNo1wKp7eb907+HqT6epq3YAoItG
1eAQxY4VJvHAqFPywYctRiSd
=7SU2
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From rgurung at cait.org  Fri Apr 13 15:27:02 2007
From: rgurung at cait.org (Raj Gurung)
Date: Fri, 13 Apr 2007 14:27:02 -0500 (CDT)
Subject: [rt-users] RPM Installation for the previous verisons of RT
Message-ID: <7470368.21901176492422998.JavaMail.root@vanadium.sys.ma.cait.org>

Is there any way to install RT3.4.4 with yum. 

Thanks,



From theillien at yahoo.com  Fri Apr 13 22:52:02 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 13 Apr 2007 22:52:02 -0400
Subject: [rt-users] Another script question
In-Reply-To: <6.2.3.4.2.20070413092845.03c57c48@po14.mit.edu>
References: <461F5149.2020603@yahoo.com> <461F52E4.1080502@yahoo.com>
	<6.2.3.4.2.20070413092845.03c57c48@po14.mit.edu>
Message-ID: <462041D2.1000108@yahoo.com>

Nope, haven't done that.  But, I just picked up the Perl Debugger Pocket
Reference so I can try to figure it out :)

Mathew

Stephen Turner wrote:
> At Friday 4/13/2007 05:52 AM, Mathew Snyder wrote:
>> I've attached the complete script.
>>
>> Mathew
> 
> Mathew,
> 
> I don't have time to investigate the whole script, but I wondered if
> you've looked at the perl debugger to step through the code. I always
> find the tool invaluable when I have a script that's not doing what I
> expect.
> 
> Steve
> 


From michael.liebman at gmail.com  Sat Apr 14 16:45:28 2007
From: michael.liebman at gmail.com (Michael Liebman)
Date: Sat, 14 Apr 2007 16:45:28 -0400
Subject: [rt-users] Testing 3.7.5
In-Reply-To: <461F01CE.2000305@yahoo.com>
References: <461E0094.2020106@yahoo.com>
	<CE84BC01-27F5-4D45-822B-A7FD33A9D2B7@bestpractical.com>
	<461F01CE.2000305@yahoo.com>
Message-ID: <de279e2a0704141345v775c2f06j67af06106462e6d0@mail.gmail.com>

On 4/13/07, Mathew Snyder <theillien at yahoo.com> wrote:
> Erk...I keep finding things that might be of use after I send out an email on
> this.  The latest thing I found is that running 'make testdeps' lists MODPERL1
> dependencies under which the Apache::Request is missing.  Am I not using a flag
> that should tell it to use mod_perl2?

There should be a flag --with-modperl2 or --with-web-handler=modperl2.
--help should be able to tell you precisely.

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 CLoos at netcologne.de  Mon Apr 16 03:02:40 2007
From: CLoos at netcologne.de (Loos, Christian)
Date: Mon, 16 Apr 2007 09:02:40 +0200
Subject: AW: [rt-users] Newest Unowned Ticket rights?
Message-ID: <657C603258FA594DB9A8C49EB86631190BD650CC@ncmail.netcologne.intern>

Hello Glenn,

you have to click the Edit button right of the newest unowned tickets box, then click on Search-Unowned Tickets and then
got to Advanced. There you see the advanced serach panel and there you can compare it with the initial data and correct the search.

Chris


-----Urspr?ngliche Nachricht-----
Von: Glenn Sieb [mailto:ges at wingfoot.org]
Gesendet: Samstag, 14. April 2007 02:26
An: Loos, Christian
Betreff: Re: [rt-users] Newest Unowned Ticket rights?


Loos, Christian wrote:
> Hello Glenn,
> 
> i think you have changed the search for Newest Unowned Tickets. The
> is a bug in rt, if you change the search by "Edit Search" the tickets
> are no more clickable. Just look in /etc/initialdata for "Search -
> Unowned Tickets" and compare it with your search by looking at the
> "Advanced" search.

Hi Chris!

Here's what initialdata says:

     { Name => 'Search - Unowned Tickets',
       Description => '[_1] newest unowned tickets', # loc
       Content     =>
# 'Take' #loc
       { Format => "'<a 
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#', 
'<a 
href=\"__WebPath__/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject', 
QueueName, ExtendedStatus, CreatedRelative, '<A 
HREF=\"__WebPath__/Ticket/Display.html?Action=Take&id=__id__\">__loc(Take)__</a>/TITLE:&nbsp;' 
",
         Query   => " Owner = 'Nobody' AND ( Status = 'new' OR Status = 
'open')",
         OrderBy => 'Created',
         Order   => 'DESC' },
     },


I don't see anything under Advanced (or even going into "Tickets, 
Advanced" under RT.. Sorry for being a doof on this--I love RT 
immensely, and when it works, it works so well.. but when it breaks.. 
ack! :)

Thanks!
Best,
--Glenn


From bijayant4u at yahoo.com  Mon Apr 16 06:40:45 2007
From: bijayant4u at yahoo.com (bijayant kumar)
Date: Mon, 16 Apr 2007 11:40:45 +0100 (BST)
Subject: [rt-users] Repeated log-in on web interface needed
In-Reply-To: <20474.212.55.219.98.1176470627.squirrel@mail.oliverklee.com>
Message-ID: <835916.77766.qm@web32712.mail.mud.yahoo.com>

Hi Mario ,
              It seems that you didnt checked the full archives of mailing list because i have posted the solution some times back. anyway here is the solution which worked with rt-3.6.1 .

In databse 
ALTER TABLE sessions MODIFY a_session longblob;

Let me know whether it worked or not.




Mario Rimann <mario at rimann.org> wrote: Hi

I'm new to RT (running 3.6.3 on Apache2 on a Gentoo machine) and have the
following problem:

Login via web interface is successful in the first step. But for each
other page within RT that I'd like to see, I'm requested to enter my
user/password again. If I enter the credentials, the page is delivered.
But when clicking a link to another page, the next authentification is
needed.

I already asked Google and searched the mailinglist-archives, but didn't
find a solution for this problem. Any hints are really appreciated!

Cheers,
Mario

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

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


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



Bijayant Kumar
 Send instant messages to your online friends http://uk.messenger.yahoo.com 
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From Jacob at buschs.com  Mon Apr 16 10:17:12 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Mon, 16 Apr 2007 10:17:12 -0400
Subject: [rt-users] Soft Close
In-Reply-To: <200703271753.13558.stacy.gaddy@sienatech.com>
References: <200703271753.13558.stacy.gaddy@sienatech.com>
Message-ID: <B2E89743C79B364482E6AE35414E516201EABD95@mail.buschs.net>

Sorry for taking so long to reply to this, especially if someone else
has already answered your question.

I haven't tried 3.6.3 yet, but I know that 3.6.1 did not have such a
feature.  If you're still looking for the ability to soft close tickets,
let me know, and I'll work on packaging up the solution we came up with
here.


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stacy
Gaddy
Sent: Tuesday, March 27, 2007 17:53
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Soft Close

I've seen some old posts in reference to a soft close feature.  Does the

concept of a soft close (closing a ticket in a specified status
automatically 
after a specified amount of time passes) exist in RT 3.6.3?
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: 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 jarends at uiuc.edu  Mon Apr 16 10:34:03 2007
From: jarends at uiuc.edu (John Arends)
Date: Mon, 16 Apr 2007 09:34:03 -0500
Subject: [rt-users] Adding "open" statuses
Message-ID: <4623895B.7060506@uiuc.edu>

I added two more status entries that are considered to be open in my 
RT_SiteConfig.pm file, and they show up as valid and I can assign 
tickets to them.

When opening a queue, it appears to only show new, open or stalled 
tickets and not the two additional ones I added. I would like to see 
tickets with the two new status entries as well.

Any idea how to make it so?


From torsten.brumm at Kuehne-Nagel.com  Mon Apr 16 11:13:54 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 16 Apr 2007 17:13:54 +0200
Subject: AW: [rt-users] Adding "open" statuses
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039431425E@w3hamboex11.ger.win.int.kn>

Hi john,
Have a look onto the quicksearch under elements tree, inside you will find hardcoded the status informatin. Extend this with yours will help.

T.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: RT Users <rt-users at lists.bestpractical.com>
Sent: Mon Apr 16 16:34:03 2007
Subject: [rt-users] Adding "open" statuses

I added two more status entries that are considered to be open in my 
RT_SiteConfig.pm file, and they show up as valid and I can assign 
tickets to them.

When opening a queue, it appears to only show new, open or stalled 
tickets and not the two additional ones I added. I would like to see 
tickets with the two new status entries as well.

Any idea how to make it so?
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From jfenner at vitamix.com  Mon Apr 16 11:18:00 2007
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 16 Apr 2007 11:18:00 -0400
Subject: [rt-users] Scrip repository?
In-Reply-To: <589c94400704061449v7e37446atb7502d86fcd88c91@mail.gmail.com>
References: <20070405012154.C03364D8211@diesel.bestpractical.com>	<BEF6BF438B8E65438F782AA0EC0ACBED11A0D4@NYCMSGMB04.enterprise.corpad.timeinc.com>
	<589c94400704061449v7e37446atb7502d86fcd88c91@mail.gmail.com>
Message-ID: <462393A8.7030402@vitamix.com>

Ruslan Zakirov wrote:
> No, as far as I know. I thought several times about starting
> RT::Toolkit distribution with collection of popular scrip actions,
> conditions and may be templates, but that doesn't exist yet :)
>
I agree, that is a very good idea.
Currently, most people have simply been using the BP wiki for scrips.

--Jason
axelilly

> On 4/6/07, Brian_Gupta at timeinc.com <Brian_Gupta at timeinc.com> wrote:
>>
>> Hi is anyone keeping a public scrip repository? I not can we start one?
>>
>> Thanks,
>> Brian
>>
>> Brian Gupta
>> Time Inc
>> Information Technology Dept
>> 212-522-1401
>
>




From Brian_Gupta at timeinc.com  Mon Apr 16 12:05:13 2007
From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com)
Date: Mon, 16 Apr 2007 12:05:13 -0400
Subject: [rt-users] Scrip repository?
In-Reply-To: <462393A8.7030402@vitamix.com>
Message-ID: <BEF6BF438B8E65438F782AA0EC0ACBED11A12C@NYCMSGMB04.enterprise.corpad.timeinc.com>

One thing about the BP wiki scrips. It seems that there are too few. I'd
imagine that people are running a lot more out in the wild.

Brian Gupta
Time Inc
Information Technology Dept
212-522-1401



-----Original Message-----
From: Jason Fenner [mailto:jfenner at vitamix.com] 
Sent: Monday, April 16, 2007 11:18 AM
To: Ruslan Zakirov
Cc: Gupta, Brian - Information Technology <brian_gupta at timeinc.com>;
rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Scrip repository?


Ruslan Zakirov wrote:
> No, as far as I know. I thought several times about starting 
> RT::Toolkit distribution with collection of popular scrip actions, 
> conditions and may be templates, but that doesn't exist yet :)
>
I agree, that is a very good idea.
Currently, most people have simply been using the BP wiki for scrips.

--Jason
axelilly

> On 4/6/07, Brian_Gupta at timeinc.com <Brian_Gupta at timeinc.com> wrote:
>>
>> Hi is anyone keeping a public scrip repository? I not can we start 
>> one?
>>
>> Thanks,
>> Brian
>>
>> Brian Gupta
>> Time Inc
>> Information Technology Dept
>> 212-522-1401
>
>




From Brian_Gupta at timeinc.com  Mon Apr 16 14:51:58 2007
From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com)
Date: Mon, 16 Apr 2007 14:51:58 -0400
Subject: [rt-users] Wiki slow.
In-Reply-To: <20070416160038.AF84F4D8129@diesel.bestpractical.com>
Message-ID: <BEF6BF438B8E65438F782AA0EC0ACBED11A133@NYCMSGMB04.enterprise.corpad.timeinc.com>

Hey, I think that the amount of content in the Wiki is outgrowing the
capabilities of the version of Kwiki that is deployed. A few ideas to
help:

1) Turn on modperl, if not already running.
2) Upgrade Kwiki to the 2.x series.
3) Move to another Wiki software package. (Twiki, MediaWiki, etc). (I am
very familiar with Twiki, so I would go for that if given the choice.)

-Brian

P.S. - Being as I'm not sure why wiki.bestpractical.com is slow, I can't
say for sure what is the best approach. (For all I know it could be
running on really old HW)


From mario at rimann.org  Mon Apr 16 14:58:19 2007
From: mario at rimann.org (Mario Rimann)
Date: Mon, 16 Apr 2007 20:58:19 +0200
Subject: [rt-users] Repeated log-in on web interface needed
In-Reply-To: <835916.77766.qm@web32712.mail.mud.yahoo.com>
References: <835916.77766.qm@web32712.mail.mud.yahoo.com>
Message-ID: <4623C74B.6050506@rimann.org>

bijayant kumar schrieb:
> Hi Mario , It seems that you didnt checked the full archives of
> mailing list because i have posted the solution some times back.
> anyway here is the solution which worked with rt-3.6.1 .
> 
> In databse ALTER TABLE sessions MODIFY a_session longblob;
> 
> Let me know whether it worked or not.

I've already got another solution that worked out - so I won't check
your approach. See the mail from Steven in that thread: It's just about
uncommenting a line in the default config file of RT.

Cheers,
Mario


From grantchen426 at hotmail.com  Mon Apr 16 21:48:17 2007
From: grantchen426 at hotmail.com (=?gb2312?B?s8IgyLs=?=)
Date: Tue, 17 Apr 2007 09:48:17 +0800
Subject: [rt-users] a scrip that change the subject string
Message-ID: <BAY117-F24D8B19F6060027851621B91510@phx.gbl>

Hi,list

I use the RT 3.4.5 and I set up a scrip to add "xxx"  in front of all the 
subject my customer put in during ticket creation.
Below is my scrip:
Custom condition:  return 1; 
Custom action preparation code:  return 1; 
Custom action cleanup code:  $self->TicketObj->SetSubject 
('xxx'.{$self->TicketObj->Subject});

After I put it into effect,the ticket subject turned out to be as follow:
xxxHASH(0xa1f3a98)

I searched the wiki but didn't find a answer.
Can anyone point me in the right direction?

_________________________________________________________________
???? MSN Explorer:   http://explorer.msn.com/lccn  



From grantchen426 at hotmail.com  Tue Apr 17 02:39:16 2007
From: grantchen426 at hotmail.com (=?gb2312?B?s8IgyLs=?=)
Date: Tue, 17 Apr 2007 14:39:16 +0800
Subject: [rt-users] a scrip that change the subject string
In-Reply-To: <BAY117-F24D8B19F6060027851621B91510@phx.gbl>
Message-ID: <BAY117-F2721BB4E6167A087139A5891510@phx.gbl>

Sorry,I've solved the problem with the following scrip:
Custom condition:  return 1; 
Custom action preparation code:  return 1; 
Custom action cleanup code:  $self->TicketObj->SetSubject 
('xxx'.$self->TicketObj->Subject);


>From: ? ? <grantchen426 at hotmail.com>
>To: rt-users at lists.bestpractical.com
>Subject: [rt-users] a scrip that change the subject string
>Date: Tue, 17 Apr 2007 09:48:17 +0800
>
>Hi,list
>
>I use the RT 3.4.5 and I set up a scrip to add "xxx"  in front of 
>all the subject my customer put in during ticket creation.
>Below is my scrip:
>Custom condition:  return 1; Custom action preparation code:  return 
>1; Custom action cleanup code:  $self->TicketObj->SetSubject 
>('xxx'.{$self->TicketObj->Subject});
>
>After I put it into effect,the ticket subject turned out to be as 
>follow:
>xxxHASH(0xa1f3a98)
>
>I searched the wiki but didn't find a answer.
>Can anyone point me in the right direction?
>
>_________________________________________________________________
>???? MSN Explorer:   http://explorer.msn.com/lccn
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com

_________________________________________________________________
?????????????? MSN Messenger:  http://messenger.msn.com/cn  



From konstantinn at parallels.com  Tue Apr 17 12:55:27 2007
From: konstantinn at parallels.com (Konstantin Naryzhniy)
Date: Tue, 17 Apr 2007 20:55:27 +0400
Subject: [rt-users] Custom Field value mandatory on resolve
Message-ID: <PARALLELm5UxP9Fekza00000382@mx3.parallels.com>

Hello again to everyone!

I have read the threads and found lots of opinions on how to make entering
Custom Field value mandatory upon ticket creation.
I'm interested however in a different feature.

Most of our tickets are created after users send us an e-mail.
We want our support engineers to choose a value for a Custom Field "Type of
Request" before resolving the ticket.
Using standard RT interface I couldn't implement such feature. Ticket would
get resolved even if Custom Field value is not defined (though I put
Mandatory validation for it).

Basically what I want is to disable ticket resolving unless a value for
Custom Field has been entered.

Anyone knows if this is possible without messing with RT core files?

Thanks,
Stan

PS: we're using RT 3.6.1 btw



From KFCrocker at lbl.gov  Tue Apr 17 13:31:13 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 17 Apr 2007 10:31:13 -0700
Subject: [rt-users] Form input interface
Message-ID: <46250461.1010509@lbl.gov>

To all,


	We want to create an interface to RT whereby users can create tickets 
by sending in a form thru E-mail. Has anyone done this and do you have 
any examples and helpful suggestions? Thanks.


Kenn
LBNL


From indy at civ.zcu.cz  Tue Apr 17 13:54:17 2007
From: indy at civ.zcu.cz (Petr Grolmus)
Date: Tue, 17 Apr 2007 19:54:17 +0200 (CEST)
Subject: [rt-users] RT at the University of West Bohemia 
Message-ID: <Pine.LNX.4.44.0704171953400.22350-100000@nemesis>

Hello,

on Jesse's advice I forward my mail to this list and I hope someone could
help...

>Petr,
>I'm currently traveling and will be a very bad correspondent for quite a
>while. Can you easily mail rt-users? I suspect one of my staff will have
>useful comments.
>Best,
>Jesse

Hello Jesse,

<-- cutted personal paragraph -->

Nowadays we are planning upgrade the really old RT 2.0.15 to
RT 3.6.x from Debian distribution. We want to keep all tickets from RT2
(more than65.000 tickets), but I have got a lot of problems with migration tool
(rt2-to-rt3-1.23). We wanted to migrate tickets to RDBS Oracle, but with
thistool I was able to migrate only users. See migration tool output:

---- output ----
...users were imported here...
.uCreating user ???L'?L'???A(?@test.com <- the last user
.
Importing groups
gggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr[Tue
Apr 17 10:50:40 2007] [crit]: 1
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:907)
[Tue Apr 17 10:50:40 2007] [crit]: Can't load a principal for id
(/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:908)
rrrrrfqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqImporting
tickets...t-1
Couldn't create trans  1
$VAR1 = {
           'Type' => 'Create',
           'Ticket' => '1',
           'Created' => '1999-03-15 11:21:57',
           'id' => 1,
           'Creator' => '35863',
           'ActivateScrips' => '0'
         };
---- output ----

When I deleted all transactions by hand after importing users then
I was able to migrate several hundreds of tickets. But, it ended with
this log:

--- output ----
.t-1143
.t-1144
.t-1145
Couldn't create trans  47054
$VAR1 = {
           'Type' => 'Comment',
           'Ticket' => '1145',
           'Created' => '2002-05-03 13:19:19',
           'id' => 47054,
           'Creator' => undef,
           'Data' => 'No Subject',
           'ActivateScrips' => '0'
         };
---- output ----

and exited the script.

When I tried to access the home page in RT it took more than 1 minute
(with those 1144 tickets). In DB I could see several million records
sent to the script. So I think the "limit" for the select is not working
properly in Oracle - OR - this happens due to interrupted migration. I
don't know.

Then we decided to stay on MySQL platform - but there are similar
problems with Transactions which has to be deleted by hand before
tickets import. And - I don't know if is it bug or feature - all
correspondence in tickets in RT3 are inserted by "RT system". It means
the migration tool doesn't save the identity of users who replied to
tickets.
The problem with ticket 1145 didn't appear when converting the data
within MySQL. But from time to time there are some other errors in the
output:

---- output ---
.t-16248
.t-16249
.t-16250
[Tue Apr 17 11:28:11 2007] [error]: Could not create a new user -
(/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:267)
[Tue Apr 17 11:28:16 2007] [crit]: Failed to create user
l(?????@test.com: Could
not create user (/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:615)
[Tue Apr 17 11:28:16 2007] [error]: Could not load create a user with
the emailaddress 'l(?????@test.com' to add as a watcher for ticket 16250
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:1423)
.t-16251
[Tue Apr 17 11:28:16 2007] [error]: Could not create a new user -
(/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:267)
[Tue Apr 17 11:28:21 2007] [crit]: Failed to create user
l(?????@test.com: Could not create user
(/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:615)
[Tue Apr 17 11:28:21 2007] [error]: Could not create a new user -
(/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:267)
[Tue Apr 17 11:28:26 2007] [crit]: Failed to create user
l(?????@test.com: Could not create user
(/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:615)
[Tue Apr 17 11:28:26 2007] [error]: Could not load create a user with
the email address 'l(?????@test.com' to add as a watcher for ticket 16251
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:1423)
.t-16252
[Tue Apr 17 11:28:26 2007] [error]: Could not create a new user -
(/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:267)
[Tue Apr 17 11:28:31 2007] [crit]: Failed to create user
l(?????@test.com: Could not create user
(/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:615)
[Tue Apr 17 11:28:32 2007] [error]: Could not create a new user -
(/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:267)
[Tue Apr 17 11:28:37 2007] [crit]: Failed to create user
l(?????@test.com: Could not create user
(/usr/share/request-tracker3.6/lib/RT/User_Overlay.pm:615)
[Tue Apr 17 11:28:37 2007] [error]: Could not load create a user with
the email address 'l(?????@test.com' to add as a watcher for ticket 16252
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:1423)
.t-16253
.t-16254
.t-16255
.t-16256
---- output ----

In the README file of migration tool there is a sentence "This tool
migrates your RT2 instance to an RT 3.0 instance". Couldn't be this the
source of problems when I'm trying to migrate data to RT 3.6.x?

Would you know about any newer version of migration tool without such
problems? Even commercial/payed version? Or any ideas what could be
wrong and what should we focus on?

Thank you a lot for concerning our problem, best regards
Petr Grolmus

--------------------------------------------------------------------------
 Petr Grolmus

 Laboratory for Computer Science
 University of West Bohemia
 Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632 851
 Czech Republic                                    E-mail: indy at civ.zcu.cz
--------------------------------------------------------------------------




From tcarcelen at gmail.com  Tue Apr 17 13:56:10 2007
From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=)
Date: Tue, 17 Apr 2007 19:56:10 +0200
Subject: [rt-users] problem installation RTFM
Message-ID: <7123c5c40704171056sfac4b98l6ddcdefce4a0f4b5@mail.gmail.com>

Hi all!
I?ve got no sucess with RTFM installation. I have RT 3.4.2 and I?ve tried to
install RTFM-2.2.ORC5
I?ve got the 2 first step:
   perl Makefile.PL (with a PREFIX that has the path of /lib directory)
   make install (with a PREFIX that has the path of /lib directory)
I?ve no sucess on

make initdb

because I?ve obtained error:
Can't locate RT.pm in @INC (@INC contains: inc inc lib
/opt/rt3/local/lib /usr/share/request-tracker3.4/lib/lib /etc/perl
/usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
/usr/local/lib/site_perl .) at inc/Module/Install/RTx/Factory.pm -
/usr/lib/perl5/site_perl/5.8.7/Module/Install/RTx/Factory.pm line 12.

make: *** [initdb] Error 2

but I?ve created the schema with:
$ psql -d rtdb -U rtuser < schema.Pg

I?ve checked in the Admin/Tools/Configuration.html there?s no RT::FM
installation. Is it really doesn?t installed?

Also I?ve added (reading messages below) in the file:
inc/Module/Install/RTx/Factory.pm
 dba-password => $RT::DatabasePassword

I don?t understand how the following error appears when I link in the
Overview RTFM Tab

Can anyone help me?
Thanks in advance
Regards
Teresa
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From gleduc at mail.sdsu.edu  Tue Apr 17 14:00:19 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 17 Apr 2007 11:00:19 -0700
Subject: [rt-users] Template won't fire when scrip condition is true
Message-ID: <6.2.1.2.2.20070417100536.02d63fc0@mail.sdsu.edu>

Hi All,

I've been scratching my head over this for 2 days and haven't been able to 
solve it.  I have a scrip that is not firing the Notify Others action when 
its user-defined condition is true.  The scrip fires, the condition is 
true, but the execution chain simply ends without the template getting 
launched.  There are no errors in the apache log and my debug log shows 
that the scrip condition is true.  I have an almost identical scrip 
(different code for conditional and template) in another queue that is 
working fine, so I'm taking a step back and asking if anyone here can see 
my mistakes.

1. An e-mail is sent to RT and data is extracted from it and loaded into 
custom fields in the newly created ticket.  This is working; the ticket 
gets created and all of the custom fields get their correct data.
2. Setting one of the custom fields (above) causes a user-defined condition 
in another scrip to fire.  The scrip looks like this:
Description: Ack Requestor
Condition: User Defined
   { ### True when machine name is first set (set by New Ticket scrip)
     my $MyName = "Scrip DNS:37:Condition (Ack Requestor)";
     my $Transaction = $self->TransactionObj;
     my $field = 7;
     my $val = ($Transaction->Type =~ /CustomField/i) && 
($Transaction->Field == $field) && !$Transaction->OldValue();
     $RT::Logger->debug("$MyName: Conditional is $val");
     return $val;
   }
Action: Notify Other Recipients
Template: Acknowledge
Stage: TransactionCreate

I know that the scrip is firing because of the $RT::Logger->debug statement 
(just before the return in the condition code), and I know that the return 
value is 1 for the same reason.  Here is the log entry:
[Tue Apr 17 17:40:56 2007] [debug]: Scrip DNS:37:Condition (Ack Requestor): 
Conditional is 1 ((eval 900):8)

Since the returned value ($val) is 1, the Acknowledge template should get 
run, but it doesn't.  I'm certain of this because the first line of the 
template is:
{ $RT::Logger->debug("Template DNS:26 (Acknowledge): Entering template");
and nothing gets logged.

Here is the debug log for this run (Transaction 3237 is the ticket creation 
and 3238 is the custom field being populated):
[Tue Apr 17 17:40:54 2007] [debug]: About to think about scrips for 
transaction #3233 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
[Tue Apr 17 17:40:54 2007] [debug]: About to think about scrips for 
transaction #3234 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
[Tue Apr 17 17:40:54 2007] [debug]: About to think about scrips for 
transaction #3235 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
[Tue Apr 17 17:40:54 2007] [debug]: About to think about scrips for 
transaction #3236 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
[Tue Apr 17 17:40:54 2007] [debug]: About to think about scrips for 
transaction #3237 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
[Tue Apr 17 17:40:54 2007] [debug]: About to prepare scrips for transaction 
#3237 (/opt/local/lib/RT/Transaction_Overlay.pm:169)
[Tue Apr 17 17:40:54 2007] [debug]: Found 4 scrips 
(/opt/local/lib/RT/Scrips_Overlay.pm:363)
[Tue Apr 17 17:40:54 2007] [debug]: Scrip DNS:37:Condition (Ack Requestor): 
Conditional is  ((eval 890):8)
[Tue Apr 17 17:40:54 2007] [debug]: About to commit scrips for transaction 
#3237 (/opt/local/lib/RT/Transaction_Overlay.pm:178)
[Tue Apr 17 17:40:56 2007] [debug]: About to think about scrips for 
transaction #3238 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
[Tue Apr 17 17:40:56 2007] [debug]: About to prepare scrips for transaction 
#3238 (/opt/local/lib/RT/Transaction_Overlay.pm:169)
[Tue Apr 17 17:40:56 2007] [debug]: Found 3 scrips 
(/opt/local/lib/RT/Scrips_Overlay.pm:363)
[Tue Apr 17 17:40:56 2007] [debug]: Scrip DNS:37:Condition (Ack Requestor): 
Conditional is 1 ((eval 900):8)
[Tue Apr 17 17:40:56 2007] [debug]: About to commit scrips for transaction 
#3238 (/opt/local/lib/RT/Transaction_Overlay.pm:178)
[Tue Apr 17 17:40:56 2007] [info]: Ticket 313 created in queue 'DNS' by 
bogus.user at bogus.domain.com (/opt/local/lib/RT/Ticket_Overlay.pm:754)
[Tue Apr 17 17:40:57 2007] [debug]: Found 0 scrips 
(/opt/local/lib/RT/Scrips_Overlay.pm:363)


Can someone point out what I'm missing here?

Thanks,
Gene



From sturner at MIT.EDU  Tue Apr 17 14:02:17 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 17 Apr 2007 14:02:17 -0400
Subject: [rt-users] Form input interface
In-Reply-To: <46250461.1010509@lbl.gov>
References: <46250461.1010509@lbl.gov>
Message-ID: <6.2.3.4.2.20070417135732.03c2b480@po14.mit.edu>

At Tuesday 4/17/2007 01:31 PM, Kenneth Crocker wrote:
>To all,
>
>         We want to create an interface to RT whereby users can 
> create tickets by sending in a form thru E-mail. Has anyone done 
> this and do you have any examples and helpful suggestions? Thanks.
>
>Kenn
>LBNL


Kenn,

Do you mean filling out a web form that generates email to RT? If so, 
we've used cgiemail to do that.

Also, Dirk Pape's ExtractCustomFieldValues (see wiki, Contributions 
section) works well with this approach so that custom field values 
can be supplied in the form.

Steve 



From gleduc at mail.sdsu.edu  Tue Apr 17 14:05:20 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 17 Apr 2007 11:05:20 -0700
Subject: [rt-users] Form input interface
In-Reply-To: <46250461.1010509@lbl.gov>
References: <46250461.1010509@lbl.gov>
Message-ID: <6.2.1.2.2.20070417110121.02d784f0@mail.sdsu.edu>

Hi Kenn,

I have something like this, but the form is a web form (php) and the e-mail 
is sent from the web server (not the user).  If this is what you're doing, 
I'll be happy to share what I have.  Letting the web form build the e-mail 
makes it very easy to extract the data when it hits RT because you get to 
define the data format.

At 10:31 AM 4/17/2007, Kenneth Crocker wrote:
>To all,
>
>         We want to create an interface to RT whereby users can create 
> tickets by sending in a form thru E-mail. Has anyone done this and do you 
> have any examples and helpful suggestions? Thanks.
>
>Kenn
>LBNL


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From sturner at MIT.EDU  Tue Apr 17 14:08:48 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 17 Apr 2007 14:08:48 -0400
Subject: [rt-users] Template won't fire when scrip condition is true
In-Reply-To: <6.2.1.2.2.20070417100536.02d63fc0@mail.sdsu.edu>
References: <6.2.1.2.2.20070417100536.02d63fc0@mail.sdsu.edu>
Message-ID: <6.2.3.4.2.20070417140558.03cba458@po14.mit.edu>

At Tuesday 4/17/2007 02:00 PM, Gene LeDuc wrote:
>Hi All,
>
>I've been scratching my head over this for 2 days and haven't been 
>able to solve it.  I have a scrip that is not firing the Notify 
>Others action when its user-defined condition is true.  The scrip 
>fires, the condition is true, but the execution chain simply ends 
>without the template getting launched.  There are no errors in the 
>apache log and my debug log shows that the scrip condition is 
>true.  I have an almost identical scrip (different code for 
>conditional and template) in another queue that is working fine, so 
>I'm taking a step back and asking if anyone here can see my mistakes.

Gene,

What does the Acknowledge template look like? You'll need recipients 
coded in the template to generate any email from this setup.

Steve 



From KFCrocker at lbl.gov  Tue Apr 17 14:32:58 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 17 Apr 2007 11:32:58 -0700
Subject: [rt-users] Template won't fire when scrip condition is true
In-Reply-To: <6.2.1.2.2.20070417100536.02d63fc0@mail.sdsu.edu>
References: <6.2.1.2.2.20070417100536.02d63fc0@mail.sdsu.edu>
Message-ID: <462512DA.6090508@lbl.gov>

Gene,


	I'm certainly no expert, but usually it's the simple assumed things 
that bite us. You're stated
"Since the returned value ($val) is 1, the Acknowledge template should 
get run, but it doesn't.  I'm certain of this because the first line of 
the template is:
{ $RT::Logger->debug("Template DNS:26 (Acknowledge): Entering template");
and nothing gets logged."
	It looks to me like you're missing a right parenthesis, but maybe you 
only showed part of the code. Just a thought.


Kenn
LBNL

Gene LeDuc wrote:
> Hi All,
> 
> I've been scratching my head over this for 2 days and haven't been able 
> to solve it.  I have a scrip that is not firing the Notify Others action 
> when its user-defined condition is true.  The scrip fires, the condition 
> is true, but the execution chain simply ends without the template 
> getting launched.  There are no errors in the apache log and my debug 
> log shows that the scrip condition is true.  I have an almost identical 
> scrip (different code for conditional and template) in another queue 
> that is working fine, so I'm taking a step back and asking if anyone 
> here can see my mistakes.
> 
> 1. An e-mail is sent to RT and data is extracted from it and loaded into 
> custom fields in the newly created ticket.  This is working; the ticket 
> gets created and all of the custom fields get their correct data.
> 2. Setting one of the custom fields (above) causes a user-defined 
> condition in another scrip to fire.  The scrip looks like this:
> Description: Ack Requestor
> Condition: User Defined
>   { ### True when machine name is first set (set by New Ticket scrip)
>     my $MyName = "Scrip DNS:37:Condition (Ack Requestor)";
>     my $Transaction = $self->TransactionObj;
>     my $field = 7;
>     my $val = ($Transaction->Type =~ /CustomField/i) && 
> ($Transaction->Field == $field) && !$Transaction->OldValue();
>     $RT::Logger->debug("$MyName: Conditional is $val");
>     return $val;
>   }
> Action: Notify Other Recipients
> Template: Acknowledge
> Stage: TransactionCreate
> 
> I know that the scrip is firing because of the $RT::Logger->debug 
> statement (just before the return in the condition code), and I know 
> that the return value is 1 for the same reason.  Here is the log entry:
> [Tue Apr 17 17:40:56 2007] [debug]: Scrip DNS:37:Condition (Ack 
> Requestor): Conditional is 1 ((eval 900):8)
> 
> Since the returned value ($val) is 1, the Acknowledge template should 
> get run, but it doesn't.  I'm certain of this because the first line of 
> the template is:
> { $RT::Logger->debug("Template DNS:26 (Acknowledge): Entering template");
> and nothing gets logged.
> 
> Here is the debug log for this run (Transaction 3237 is the ticket 
> creation and 3238 is the custom field being populated):
> [Tue Apr 17 17:40:54 2007] [debug]: About to think about scrips for 
> transaction #3233 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
> [Tue Apr 17 17:40:54 2007] [debug]: About to think about scrips for 
> transaction #3234 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
> [Tue Apr 17 17:40:54 2007] [debug]: About to think about scrips for 
> transaction #3235 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
> [Tue Apr 17 17:40:54 2007] [debug]: About to think about scrips for 
> transaction #3236 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
> [Tue Apr 17 17:40:54 2007] [debug]: About to think about scrips for 
> transaction #3237 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
> [Tue Apr 17 17:40:54 2007] [debug]: About to prepare scrips for 
> transaction #3237 (/opt/local/lib/RT/Transaction_Overlay.pm:169)
> [Tue Apr 17 17:40:54 2007] [debug]: Found 4 scrips 
> (/opt/local/lib/RT/Scrips_Overlay.pm:363)
> [Tue Apr 17 17:40:54 2007] [debug]: Scrip DNS:37:Condition (Ack 
> Requestor): Conditional is  ((eval 890):8)
> [Tue Apr 17 17:40:54 2007] [debug]: About to commit scrips for 
> transaction #3237 (/opt/local/lib/RT/Transaction_Overlay.pm:178)
> [Tue Apr 17 17:40:56 2007] [debug]: About to think about scrips for 
> transaction #3238 (/opt/local/lib/RT/Transaction_Overlay.pm:165)
> [Tue Apr 17 17:40:56 2007] [debug]: About to prepare scrips for 
> transaction #3238 (/opt/local/lib/RT/Transaction_Overlay.pm:169)
> [Tue Apr 17 17:40:56 2007] [debug]: Found 3 scrips 
> (/opt/local/lib/RT/Scrips_Overlay.pm:363)
> [Tue Apr 17 17:40:56 2007] [debug]: Scrip DNS:37:Condition (Ack 
> Requestor): Conditional is 1 ((eval 900):8)
> [Tue Apr 17 17:40:56 2007] [debug]: About to commit scrips for 
> transaction #3238 (/opt/local/lib/RT/Transaction_Overlay.pm:178)
> [Tue Apr 17 17:40:56 2007] [info]: Ticket 313 created in queue 'DNS' by 
> bogus.user at bogus.domain.com (/opt/local/lib/RT/Ticket_Overlay.pm:754)
> [Tue Apr 17 17:40:57 2007] [debug]: Found 0 scrips 
> (/opt/local/lib/RT/Scrips_Overlay.pm:363)
> 
> 
> Can someone point out what I'm missing here?
> 
> Thanks,
> Gene
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Tue Apr 17 14:37:01 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 17 Apr 2007 11:37:01 -0700
Subject: [rt-users] Form input interface
In-Reply-To: <6.2.3.4.2.20070417135732.03c2b480@po14.mit.edu>
References: <46250461.1010509@lbl.gov>
	<6.2.3.4.2.20070417135732.03c2b480@po14.mit.edu>
Message-ID: <462513CD.9090609@lbl.gov>

Stephen,


	Actually, we were thinking along the lines of a form (filled out by the 
user/requestor) attached to an E_mail, if that's possible. I think there 
is a way to initiate a shell program when E_mail comes to a particular 
address, but I'm not sure that's the best way to do this.

Kenn
LBNL

Stephen Turner wrote:
> At Tuesday 4/17/2007 01:31 PM, Kenneth Crocker wrote:
>> To all,
>>
>>         We want to create an interface to RT whereby users can create 
>> tickets by sending in a form thru E-mail. Has anyone done this and do 
>> you have any examples and helpful suggestions? Thanks.
>>
>> Kenn
>> LBNL
> 
> 
> Kenn,
> 
> Do you mean filling out a web form that generates email to RT? If so, 
> we've used cgiemail to do that.
> 
> Also, Dirk Pape's ExtractCustomFieldValues (see wiki, Contributions 
> section) works well with this approach so that custom field values can 
> be supplied in the form.
> 
> Steve


From KFCrocker at lbl.gov  Tue Apr 17 14:38:09 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 17 Apr 2007 11:38:09 -0700
Subject: [rt-users] Form input interface
In-Reply-To: <6.2.1.2.2.20070417110121.02d784f0@mail.sdsu.edu>
References: <46250461.1010509@lbl.gov>
	<6.2.1.2.2.20070417110121.02d784f0@mail.sdsu.edu>
Message-ID: <46251411.6080203@lbl.gov>

Gene,


	We don't want the user/requestor to use the web interface at all for 
creating the ticket. Thanks.

Kenn
LBNL

Gene LeDuc wrote:
> Hi Kenn,
> 
> I have something like this, but the form is a web form (php) and the 
> e-mail is sent from the web server (not the user).  If this is what 
> you're doing, I'll be happy to share what I have.  Letting the web form 
> build the e-mail makes it very easy to extract the data when it hits RT 
> because you get to define the data format.
> 
> At 10:31 AM 4/17/2007, Kenneth Crocker wrote:
>> To all,
>>
>>         We want to create an interface to RT whereby users can create 
>> tickets by sending in a form thru E-mail. Has anyone done this and do 
>> you have any examples and helpful suggestions? Thanks.
>>
>> Kenn
>> LBNL
> 
> 


From gleduc at mail.sdsu.edu  Tue Apr 17 14:48:08 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 17 Apr 2007 11:48:08 -0700
Subject: [rt-users] Template won't fire when scrip condition is true
In-Reply-To: <6.2.3.4.2.20070417140558.03cba458@po14.mit.edu>
References: <6.2.1.2.2.20070417100536.02d63fc0@mail.sdsu.edu>
	<6.2.3.4.2.20070417140558.03cba458@po14.mit.edu>
Message-ID: <6.2.1.2.2.20070417113843.02e44b30@mail.sdsu.edu>

The Acknowledge template builds the $OUT variable, and the first part of 
that happens kind of deeply in the template code.   When I finally get to 
it, it goes like this:
$OUT = "To: $uEmail
Subject: $subj

A request to register a DNS entry has been received by the IT Security 
Office with the following information:
blah blah blah";

In the past when I've had a problem with templates, RT has been pretty 
forthcoming with error messages.  I'm not seeing any and the log entry at 
the beginning of the code never gets logged, so my conclusion is that the 
template is never getting "run".

If the template was messed up somehow, is there a way to show that it's 
actually being run and silently failing (other than logging debug 
statements at the beginning)?

At 11:08 AM 4/17/2007, Stephen Turner wrote:
>At Tuesday 4/17/2007 02:00 PM, Gene LeDuc wrote:
>>Hi All,
>>
>>I've been scratching my head over this for 2 days and haven't been able 
>>to solve it.  I have a scrip that is not firing the Notify Others action 
>>when its user-defined condition is true.  The scrip fires, the condition 
>>is true, but the execution chain simply ends without the template getting 
>>launched.  There are no errors in the apache log and my debug log shows 
>>that the scrip condition is true.  I have an almost identical scrip 
>>(different code for conditional and template) in another queue that is 
>>working fine, so I'm taking a step back and asking if anyone here can see 
>>my mistakes.
>
>Gene,
>
>What does the Acknowledge template look like? You'll need recipients coded 
>in the template to generate any email from this setup.
>
>Steve


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From gleduc at mail.sdsu.edu  Tue Apr 17 15:02:25 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 17 Apr 2007 12:02:25 -0700
Subject: [rt-users] Form input interface
In-Reply-To: <46251411.6080203@lbl.gov>
References: <46250461.1010509@lbl.gov>
	<6.2.1.2.2.20070417110121.02d784f0@mail.sdsu.edu>
	<46251411.6080203@lbl.gov>
Message-ID: <6.2.1.2.2.20070417115239.02e60508@mail.sdsu.edu>

Here's the OnCreate scrip I use to create a DNS ticket from e-mail that is 
sent by a web form after a user fills it out.  The e-mail consists of 2 
lines.  The first is the string that I chose to use to separate the fields 
and the second line contains all the data separated by the string on the 
first line.  I did it this way so that I don't have to hard-code the 
separator into the scrip, it's provided by the e-mail.  I only log the last 
of the CF transactions because it's used to trigger another scrip.

Gene

### Extract fields from e-mail
my $MyName = "Scrip DNS:35:Commit (New Ticket)";
my $Transaction = $self->TransactionObj;
my $CurrentUser = $Transaction->CurrentUser;
my $Ticket = $self->TicketObj;
my $Content = $Transaction->Content;
my ($sep) = $Content =~ /(^.*$)/m;
chomp $sep;
$Content =~ s/\A$sep\n//s;
chomp $Content;
### At this point, =$sep contains my separator string and $Content contains 
the rest of the e-mail
#$RT::Logger->debug("$MyName: \$sep: '$sep'");
#$RT::Logger->debug("$MyName: \$Content: '$Content'");
my ($mName, $mIp, $mLoc, $mOs, $uName, $uPhone, $uEmail, $uDept, $uIp, 
$uAgent, $uComments) = split($sep, $Content);
set_custom('IP', $mIp);
set_custom('Location', $mLoc);
set_custom('OS', $mOs);
set_custom('User Name', $uName);
set_custom('Phone', $uPhone);
set_custom('E-Mail', $uEmail);
set_custom('Dept', $uDept);
set_custom('Comments', $uComments);
set_custom('User IP', $uIp);
set_custom('User Agent', $uAgent);
set_custom('Machine Name', $mName, 1);

### Sets custom field value
### set_custom($field_name, $field_value)
sub set_custom {
   my ($CFName, $CFValue, $record) = @_;
#$RT::Logger->debug("$MyName: set_custom($CFName, '$CFValue')");
   my $cf = RT::CustomField->new($CurrentUser);
   my ($id,$msg) = $cf->LoadByName(Name=>$CFName,);
   if (!$id) {
     $RT::Logger->debug("$MyName: Couldn't load CF ($CFName)");
     return undef;
   } else {
#    $RT::Logger->debug("$MyName: CF($CFName) loaded, id: " . $cf->id());
   }
   ($id, $msg) = $Ticket->AddCustomFieldValue
            (Field=>$cf, Value=>$CFValue, RecordTransaction=>$record ? 
$record : 0);
#  $RT::Logger->info("$MyName: CustomFieldValue ($CFName,$CFValue) added: 
$id $msg");
}


At 11:38 AM 4/17/2007, Kenneth Crocker wrote:
>Gene,
>
>
>         We don't want the user/requestor to use the web interface at all 
> for creating the ticket. Thanks.
>
>Kenn
>LBNL



From gleduc at mail.sdsu.edu  Tue Apr 17 15:19:51 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 17 Apr 2007 12:19:51 -0700
Subject: [rt-users] Template won't fire when scrip condition is true
In-Reply-To: <6.2.3.4.2.20070417140558.03cba458@po14.mit.edu>
References: <6.2.1.2.2.20070417100536.02d63fc0@mail.sdsu.edu>
	<6.2.3.4.2.20070417140558.03cba458@po14.mit.edu>
Message-ID: <6.2.1.2.2.20070417121549.02ebb638@mail.sdsu.edu>

I just tried hard-coding the headers into the template like so (minus the 
"begin" and "end" lines):
========= begin template
To: myaddress at mydomain.whatever
Subject: Is the template firing?

{ $RT::Logger->debug("Template DNS:26 (Acknowlege): Entering template");
#(more template code goes here)
}
========= end template

Still no e-mail.  I'm convince that the template is not getting run.  But 
RT is indicating that it should be.

At 11:08 AM 4/17/2007, Stephen Turner wrote:
>At Tuesday 4/17/2007 02:00 PM, Gene LeDuc wrote:
>>Hi All,
>>
>>I've been scratching my head over this for 2 days and haven't been able 
>>to solve it.  I have a scrip that is not firing the Notify Others action 
>>when its user-defined condition is true.  The scrip fires, the condition 
>>is true, but the execution chain simply ends without the template getting 
>>launched.  There are no errors in the apache log and my debug log shows 
>>that the scrip condition is true.  I have an almost identical scrip 
>>(different code for conditional and template) in another queue that is 
>>working fine, so I'm taking a step back and asking if anyone here can see 
>>my mistakes.
>
>Gene,
>
>What does the Acknowledge template look like? You'll need recipients coded 
>in the template to generate any email from this setup.
>
>Steve


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From mikef at ack.berkeley.edu  Tue Apr 17 16:15:50 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Tue, 17 Apr 2007 13:15:50 -0700 (PDT)
Subject: [rt-users] Modifying DBIx::SearchBuilder
Message-ID: <20070417130453.R14697@malcolm.berkeley.edu>

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

It looks like I may have to modify DBIx::SearchBuilder, in particular 
'Handle.pm'.  This is in order to access my RT mysql database via SSL.

It seems that the only way to get perl DBD::mysql to use SSL may be to 
provide a hashref in the connect call, something like this:

    DBI->connect($dsn, $user, $pass,
       {
         mysql_read_default_file => "fully/qualified/path/to/my.cnf"
       }
       );

in order to tell DBD::mysql to use a my.cnf file that contains the path to 
my CA certificate for the mysql server.

Can I create a modified DBIx::Searchbuilder in my RT 'local/lib', just as 
if I were modifying an RT 'lib' module, even though DBIx::Searchbuilder is 
installed in 'site_perl' and not in the RT tree?

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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Version: PGP 6.5.8

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YV1Nr96gSjvyGHjnlP2LLD0O
=VJ1l
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From gleduc at mail.sdsu.edu  Tue Apr 17 19:01:13 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 17 Apr 2007 16:01:13 -0700
Subject: [rt-users] Template won't fire when scrip condition is true
In-Reply-To: <6.2.1.2.2.20070417121549.02ebb638@mail.sdsu.edu>
References: <6.2.1.2.2.20070417100536.02d63fc0@mail.sdsu.edu>
	<6.2.3.4.2.20070417140558.03cba458@po14.mit.edu>
	<6.2.1.2.2.20070417121549.02ebb638@mail.sdsu.edu>
Message-ID: <6.2.1.2.2.20070417155606.02f52298@mail.sdsu.edu>

I figured out the problem (a template attached to a scrip whose condition 
was true wasn't being run).  The problem was in the template; I had typed a 
"(" instead of a "{" in an if-else block.  RT wasn't catching that there 
was an unmatched curly brace and an unmatched open parenthesis in the 
template and neither was I.

Thanks to all who took the time to help me on this!

At 12:19 PM 4/17/2007, Gene  LeDuc wrote:
>I just tried hard-coding the headers into the template like so (minus the 
>"begin" and "end" lines):
>========= begin template
>To: myaddress at mydomain.whatever
>Subject: Is the template firing?
>
>{ $RT::Logger->debug("Template DNS:26 (Acknowlege): Entering template");
>#(more template code goes here)
>}
>========= end template
>
>Still no e-mail.  I'm convince that the template is not getting run.  But 
>RT is indicating that it should be.
>
>At 11:08 AM 4/17/2007, Stephen Turner wrote:
>>At Tuesday 4/17/2007 02:00 PM, Gene LeDuc wrote:
>>>Hi All,
>>>
>>>I've been scratching my head over this for 2 days and haven't been able 
>>>to solve it.  I have a scrip that is not firing the Notify Others action 
>>>when its user-defined condition is true.  The scrip fires, the condition 
>>>is true, but the execution chain simply ends without the template 
>>>getting launched.  There are no errors in the apache log and my debug 
>>>log shows that the scrip condition is true.  I have an almost identical 
>>>scrip (different code for conditional and template) in another queue 
>>>that is working fine, so I'm taking a step back and asking if anyone 
>>>here can see my mistakes.
>>
>>Gene,
>>
>>What does the Acknowledge template look like? You'll need recipients 
>>coded in the template to generate any email from this setup.
>>
>>Steve
>
>
>--
>Gene LeDuc, GSEC
>Security Analyst
>San Diego State University
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
>copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From theillien at yahoo.com  Tue Apr 17 22:35:02 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 17 Apr 2007 22:35:02 -0400
Subject: [rt-users] Custom Status/Ticket disappears
Message-ID: <462583D6.70301@yahoo.com>

I used the method in the wiki for adding a custom active status to my
configuration (development box).  It shows up fine.  However, when I select it,
ticket I've applied it to disappears from my list of owned tickets.  How can I
adjust this to force the ticket to stay available the way stalled does?

Thanks
Mathew


From torsten.brumm at googlemail.com  Tue Apr 17 23:58:00 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 18 Apr 2007 05:58:00 +0200
Subject: [rt-users] Custom Status/Ticket disappears
In-Reply-To: <462583D6.70301@yahoo.com>
References: <462583D6.70301@yahoo.com>
Message-ID: <bdbd084b0704172058l1e9bb773y71eb31328f3ff66c@mail.gmail.com>

Hi Methew,

all the views inside RT are for the default status values. if you like to
add new status values, then you have to edit all this inside RT.

Torsten

2007/4/18, Mathew Snyder <theillien at yahoo.com>:
>
> I used the method in the wiki for adding a custom active status to my
> configuration (development box).  It shows up fine.  However, when I
> select it,
> ticket I've applied it to disappears from my list of owned tickets.  How
> can I
> adjust this to force the ticket to stay available the way stalled does?
>
> Thanks
> Mathew
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From torsten.brumm at googlemail.com  Wed Apr 18 00:01:47 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 18 Apr 2007 06:01:47 +0200
Subject: [rt-users] Custom Status/Ticket disappears
In-Reply-To: <462583D6.70301@yahoo.com>
References: <462583D6.70301@yahoo.com>
Message-ID: <bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>

Here is a simple example for quicksearch:
<div class="ticket-overview">
<&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
   titleright => loc("Edit"), titleright_href =>
$RT::WebPath.'/Prefs/Quicksearch.html' &>
<& /Elements/QueueSummary,
   cache => 'quick_search_queues',
   queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists
$unwanted->{$_->Name} },
   conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
                   {cond => "Status = 'open'", name => loc ('open') },
                   {cond => "Status = 'accepted'", name => loc ('accepted')
},
                   {cond => "Status = 'implement'", name => loc
('implemented') },
                   {cond => "Status = 'approved'", name => loc ('approved')
},
                   {cond => "Status = 'stalled'", name => loc ('stalled') },
                   {cond => "Status = 'pending'", name => loc ('pending') },
                   {cond => "Status = 'authorized'", name => loc
('authorized') },
                   {cond => "Status = 'resolved'", name => loc ('resolved')
}] &>
</&>
</div>
<%INIT>
my $unwanted = $session{'CurrentUser'}->UserObj->Preferences('QuickSearch',
{});
</%INIT>

i had to add my custom status to this file.

For the rest like tickets i own and so on, its enough if you go to edit in
this module and edit the search string.

Torsten

2007/4/18, Mathew Snyder <theillien at yahoo.com>:
>
> I used the method in the wiki for adding a custom active status to my
> configuration (development box).  It shows up fine.  However, when I
> select it,
> ticket I've applied it to disappears from my list of owned tickets.  How
> can I
> adjust this to force the ticket to stay available the way stalled does?
>
> Thanks
> Mathew
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From theillien at yahoo.com  Wed Apr 18 00:03:28 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 18 Apr 2007 00:03:28 -0400
Subject: [rt-users] Custom Status/Ticket disappears
In-Reply-To: <bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>
References: <462583D6.70301@yahoo.com>
	<bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>
Message-ID: <46259890.4060006@yahoo.com>

That seems easy enough.  Are there other places where code has to be inserted or
is this the only file?

Mathew

Torsten Brumm wrote:
> Here is a simple example for quicksearch:
> <div class="ticket-overview">
> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>    titleright => loc("Edit"), titleright_href =>
> $RT::WebPath.'/Prefs/Quicksearch.html' &>
> <& /Elements/QueueSummary,
>    cache => 'quick_search_queues',
>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
> !exists $unwanted->{$_->Name} },
>    conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
>                    {cond => "Status = 'open'", name => loc ('open') },
>                    {cond => "Status = 'accepted'", name => loc
> ('accepted') },
>                    {cond => "Status = 'implement'", name => loc
> ('implemented') },
>                    {cond => "Status = 'approved'", name => loc
> ('approved') },
>                    {cond => "Status = 'stalled'", name => loc ('stalled') },
>                    {cond => "Status = 'pending'", name => loc
> ('pending') },
>                    {cond => "Status = 'authorized'", name => loc
> ('authorized') },
>                    {cond => "Status = 'resolved'", name => loc
> ('resolved') }] &>
> </&>
> </div>
> <%INIT>
> my $unwanted =
> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
> </%INIT>
> 
> i had to add my custom status to this file.
> 
> For the rest like tickets i own and so on, its enough if you go to edit
> in this module and edit the search string.
> 
> Torsten
> 
> 2007/4/18, Mathew Snyder < theillien at yahoo.com
> <mailto:theillien at yahoo.com>>:
> 
>     I used the method in the wiki for adding a custom active status to my
>     configuration (development box).  It shows up fine.  However, when I
>     select it,
>     ticket I've applied it to disappears from my list of owned
>     tickets.  How can I
>     adjust this to force the ticket to stay available the way stalled does?
> 
>     Thanks
>     Mathew
>     _______________________________________________
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>     Community help: http://wiki.bestpractical.com
>     Commercial support: sales at bestpractical.com
>     <mailto:sales at bestpractical.com>
> 
> 
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.torsten-brumm.de <http://www.torsten-brumm.de>


From torsten.brumm at googlemail.com  Wed Apr 18 00:08:26 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 18 Apr 2007 06:08:26 +0200
Subject: [rt-users] Custom Status/Ticket disappears
In-Reply-To: <46259890.4060006@yahoo.com>
References: <462583D6.70301@yahoo.com>
	<bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>
	<46259890.4060006@yahoo.com>
Message-ID: <bdbd084b0704172108q621d410bp9b3735363ff3e096@mail.gmail.com>

this is the only file i found ;-)

inside some searches are also status information hardcoded :-(

But this you can do by webui.

torsten

2007/4/18, Mathew Snyder <theillien at yahoo.com>:
>
> That seems easy enough.  Are there other places where code has to be
> inserted or
> is this the only file?
>
> Mathew
>
> Torsten Brumm wrote:
> > Here is a simple example for quicksearch:
> > <div class="ticket-overview">
> > <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
> >    titleright => loc("Edit"), titleright_href =>
> > $RT::WebPath.'/Prefs/Quicksearch.html' &>
> > <& /Elements/QueueSummary,
> >    cache => 'quick_search_queues',
> >    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
> > !exists $unwanted->{$_->Name} },
> >    conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
> >                    {cond => "Status = 'open'", name => loc ('open') },
> >                    {cond => "Status = 'accepted'", name => loc
> > ('accepted') },
> >                    {cond => "Status = 'implement'", name => loc
> > ('implemented') },
> >                    {cond => "Status = 'approved'", name => loc
> > ('approved') },
> >                    {cond => "Status = 'stalled'", name => loc
> ('stalled') },
> >                    {cond => "Status = 'pending'", name => loc
> > ('pending') },
> >                    {cond => "Status = 'authorized'", name => loc
> > ('authorized') },
> >                    {cond => "Status = 'resolved'", name => loc
> > ('resolved') }] &>
> > </&>
> > </div>
> > <%INIT>
> > my $unwanted =
> > $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
> > </%INIT>
> >
> > i had to add my custom status to this file.
> >
> > For the rest like tickets i own and so on, its enough if you go to edit
> > in this module and edit the search string.
> >
> > Torsten
> >
> > 2007/4/18, Mathew Snyder < theillien at yahoo.com
> > <mailto:theillien at yahoo.com>>:
> >
> >     I used the method in the wiki for adding a custom active status to
> my
> >     configuration (development box).  It shows up fine.  However, when I
> >     select it,
> >     ticket I've applied it to disappears from my list of owned
> >     tickets.  How can I
> >     adjust this to force the ticket to stay available the way stalled
> does?
> >
> >     Thanks
> >     Mathew
> >     _______________________________________________
> >     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >     Community help: http://wiki.bestpractical.com
> >     Commercial support: sales at bestpractical.com
> >     <mailto:sales at bestpractical.com>
> >
> >
> >     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >     Buy a copy at http://rtbook.bestpractical.com
> >
> >
> >
> >
> > --
> > MFG
> >
> > Torsten Brumm
> >
> > http://www.torsten-brumm.de <http://www.torsten-brumm.de>
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From david.hobley at mionegroup.com  Wed Apr 18 02:17:29 2007
From: david.hobley at mionegroup.com (David Hobley)
Date: Wed, 18 Apr 2007 16:17:29 +1000
Subject: [rt-users] Problem viewing HTML component of an email in Firefox
Message-ID: <4625B7F9.3000104@mionegroup.com>

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From bekeny-rt at docca.hu  Wed Apr 18 04:24:59 2007
From: bekeny-rt at docca.hu (Bekeny BALINT)
Date: Wed, 18 Apr 2007 10:24:59 +0200
Subject: [rt-users] Problem viewing HTML component of an email in Firefox
In-Reply-To: <4625B7F9.3000104@mionegroup.com>
References: <4625B7F9.3000104@mionegroup.com>
Message-ID: <4625D5DB.3030709@docca.hu>

Hi,

Is "Set($TrustHTMLAttachments , 1);" in your RT_SiteConfig.pm file?

Bek?ny



David Hobley wrote:
> All,
>
> I asked a similar question a while ago, but got no response - possibly 
> because I was a little unclear on the failure condition. If anyone 
> could help, I would appreciate it.
>
> We receive a number of emails into RT which are predominantly HTML. We 
> need to view the HTML in order to click on embedded links. With 
> Internet Explorer, this works as expected. We view the ticket, click 
> on the link which reads:
>
> _Download (untitled)_ [text/html 5.7k]
> <http://www.coatelecenter.com>
> and the HTML component displays correctly.
>
> In Firefox however, the source of the HTML displays (starting with a 
> <table> tag) rather than the nicely formatted version.
>
> Has anyone managed to make this work as expected in Firefox?
>
> Cheers,
> 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
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From rfh at pipex.net  Wed Apr 18 04:33:46 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Wed, 18 Apr 2007 09:33:46 +0100
Subject: [rt-users] Custom Status/Ticket disappears
In-Reply-To: <46259890.4060006@yahoo.com>
References: <462583D6.70301@yahoo.com>	<bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>
	<46259890.4060006@yahoo.com>
Message-ID: <4625D7EA.7020606@pipex.net>

Mathew;
You'll need to modify the files that produce search results for you,  
Torsten below changes the Quick search, in your original query about 
owned tickets you, depending on which style you use, if you use saved 
searches you'll need to edit your search to include "AND Status = 'your 
new status'" .. if you are still using the old Elements/MyTickets, you 
'll need to edit that element adding something similar to:
$tickets->LimitStatus(Value => ''your new status');
Roy

Mathew Snyder wrote:
> That seems easy enough.  Are there other places where code has to be inserted or
> is this the only file?
>
> Mathew
>
> Torsten Brumm wrote:
>   
>> Here is a simple example for quicksearch:
>> <div class="ticket-overview">
>> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>>    titleright => loc("Edit"), titleright_href =>
>> $RT::WebPath.'/Prefs/Quicksearch.html' &>
>> <& /Elements/QueueSummary,
>>    cache => 'quick_search_queues',
>>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
>> !exists $unwanted->{$_->Name} },
>>    conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
>>                    {cond => "Status = 'open'", name => loc ('open') },
>>                    {cond => "Status = 'accepted'", name => loc
>> ('accepted') },
>>                    {cond => "Status = 'implement'", name => loc
>> ('implemented') },
>>                    {cond => "Status = 'approved'", name => loc
>> ('approved') },
>>                    {cond => "Status = 'stalled'", name => loc ('stalled') },
>>                    {cond => "Status = 'pending'", name => loc
>> ('pending') },
>>                    {cond => "Status = 'authorized'", name => loc
>> ('authorized') },
>>                    {cond => "Status = 'resolved'", name => loc
>> ('resolved') }] &>
>> </&>
>> </div>
>> <%INIT>
>> my $unwanted =
>> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>> </%INIT>
>>
>> i had to add my custom status to this file.
>>
>> For the rest like tickets i own and so on, its enough if you go to edit
>> in this module and edit the search string.
>>
>> Torsten
>>
>> 2007/4/18, Mathew Snyder < theillien at yahoo.com
>> <mailto:theillien at yahoo.com>>:
>>
>>     I used the method in the wiki for adding a custom active status to my
>>     configuration (development box).  It shows up fine.  However, when I
>>     select it,
>>     ticket I've applied it to disappears from my list of owned
>>     tickets.  How can I
>>     adjust this to force the ticket to stay available the way stalled does?
>>
>>     Thanks
>>     Mathew
>>     _______________________________________________
>>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>     Community help: http://wiki.bestpractical.com
>>     Commercial support: sales at bestpractical.com
>>     <mailto:sales at bestpractical.com>
>>
>>
>>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>     Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>>
>> -- 
>> MFG
>>
>> Torsten Brumm
>>
>> http://www.torsten-brumm.de <http://www.torsten-brumm.de>
>>     
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   



From theillien at yahoo.com  Wed Apr 18 07:01:54 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 18 Apr 2007 07:01:54 -0400
Subject: [rt-users] Another script question
In-Reply-To: <6.2.3.4.2.20070413092845.03c57c48@po14.mit.edu>
References: <461F5149.2020603@yahoo.com> <461F52E4.1080502@yahoo.com>
	<6.2.3.4.2.20070413092845.03c57c48@po14.mit.edu>
Message-ID: <4625FAA2.1030703@yahoo.com>

I, more-or-less, have this working.  It runs and gathers my data and does all of
its wonderful calculations printing it out to the file I want it to.  However, a
strange thing is occurring.  When the script runs it keep track of how many
tickets there are for each environment for each day.  I use this number to
figure out the rough average time spent on each environment during each day.

I'm finding though, that the script is "finding" more tickets than RT itself
does.  For instance, suppose my script finds 3 tickets for Company A on
2007-04-12.  It increments the hash: $ticCount{2007-04-12}{Company A} += 1;
Then prints it out at the end.  However if I do a search in RT for tickets that
were last updated on that same date for that same environment, I can end up with
fewer tickets or, sometimes, more tickets.  In fact, sometimes, they don't end
up in the final list at all.

I've inserted a print statement that will output the date, environment and
ticket number so that I can grep it and find how many times an environment shows
up on a particular day.  I just did this and found I already have one
environment that shows up but isn't even in the final output.

Why might this be happening?  Attached is my latest version.


Mathew

Stephen Turner wrote:
> At Friday 4/13/2007 05:52 AM, Mathew Snyder wrote:
>> I've attached the complete script.
>>
>> Mathew
> 
> Mathew,
> 
> I don't have time to investigate the whole script, but I wondered if
> you've looked at the perl debugger to step through the code. I always
> find the tool invaluable when I have a script that's not doing what I
> expect.
> 
> Steve
> 


From bestpractical at jon.limedaley.com  Wed Apr 18 09:00:53 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Wed, 18 Apr 2007 09:00:53 -0400 (EDT)
Subject: [rt-users] Problem viewing HTML component of an email in Firefox
In-Reply-To: <4625B7F9.3000104@mionegroup.com>
References: <4625B7F9.3000104@mionegroup.com>
Message-ID: <Pine.LNX.4.64.0704180859020.32437@orange.limedaley.com>

On Wed, 18 Apr 2007, David Hobley wrote:
> I asked a similar question a while ago, but got no response - possibly because I was a little unclear on the failure condition. If anyone could help, I
> would appreciate it.
> 
> We receive a number of emails into RT which are predominantly HTML. We need to view the HTML in order to click on embedded links. With Internet Explorer,
> this works as expected. We view the ticket, click on the link which reads:
> 
> Download (untitled) [text/html 5.7k]
> 
> and the HTML component displays correctly.
> 
> In Firefox however, the source of the HTML displays (starting with a <table> tag) rather than the nicely formatted version.
> 
> Has anyone managed to make this work as expected in Firefox?

Perhaps the content-type is being set incorrectly?

Mine is being set to (which works in FF and IE)

Content-Type: text/html;charset=iso-8859-1


From konstantinn at parallels.com  Wed Apr 18 11:24:16 2007
From: konstantinn at parallels.com (Konstantin Naryzhniy)
Date: Wed, 18 Apr 2007 19:24:16 +0400
Subject: [rt-users] Add message to Results
In-Reply-To: <552eaa670704030354k22c97dd6m808f26d6c90748bc@mail.gmail.com>
Message-ID: <PARALLELIhTrBoe2U8Q000000ab@mx3.parallels.com>

Hello, everyone!

I faced the same issue as Roman did today and also browsed wiki and the
threads but with no luck.
I am no programmer, but I digged into the html texts in RT and I think that
the section of /Ticket/Display.html that is responsible for displaying those
messages:

my @BasicActions = ProcessTicketBasics(ARGSRef => \%ARGS,
TicketObj=>$TicketObj);
my @results = ProcessTicketLinks( TicketObj => $TicketObj, ARGSRef =>
\%ARGS);
push (@Actions, @BasicActions, @results);

The 2 functions mentioned reside in Web.pm, but I couldn't figure out where
the exact values from different pm libraries are sent to this result
section.
I must be looking in a different place.

I do not know about Roman, but I need the specific message appear in the
Results section depending on scrip parameters.
I could even use some kind of pop-up message for that matter, but no idea
how to?

Can anyone give me a hand on this?


Thanks,
Stan 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roman Steven
Sent: Tuesday, April 03, 2007 2:55 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Add message to Results

Hi,

I would like to display a message in the results section.  I believe
this has been covered, but I can't seem to find it in the wiki or by
searching the archives or my own saved messages.  Can somebody steer
me to right location?

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

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


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



From steven at aznc.com  Wed Apr 18 11:52:55 2007
From: steven at aznc.com (Steven Hollingsworth)
Date: Wed, 18 Apr 2007 08:52:55 -0700
Subject: [rt-users] Attachment Problems
Message-ID: <20070418155255.GB30990@homews>

Hello list, I tried to debug/solve this but had no luck.

I'm trying to attach a 90k file to a ticket, and get a 27b file with the wrong encoding
([application/x-crossover-pdf 27b]) inside the ticket.

I've followed the instructions outlined on the wiki regarding
attachments. Changed my.cnf and RT_SiteConfig.pm

Google was not my friend on this one (searched encode error at end of
this e-mail) +RT +"Encode::Guess failed"

Attached is the info for my current setup.

Thanks,

~ stevo

=====================
Output of System Configuration
=====================

Loaded perl modules

Perl v5.8.8 under linux 
  Apache2::Access v2.000003;
  Apache2::Connection v2.000003;
  Apache2::Const v2.000003;
  Apache2::Log v2.000003;
  Apache2::Module v2.000003;
  Apache2::RequestIO v2.000003;
  Apache2::RequestRec v2.000003;
  Apache2::RequestUtil v2.000003;
  Apache2::Response v2.000003;
  Apache2::ServerRec v2.000003;
  Apache2::ServerUtil v2.000003;
  Apache2::Status v4.00;
  Apache::DBI v1.06;
  Apache::Session v1.80;
  Apache::Session::File v1.54;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::File v1.02;
  Apache::Session::Serialize::Storable v1.00;
  Apache::Session::Store::File v1.02;
  APR v0.009000;
  APR::Const v0.009000;
  APR::Pool v0.009000;
  APR::Status v0.009000;
  APR::Table v0.009000;
  AutoLoader v5.60;
  base v2.07;
  Benchmark v1.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.27;
  capitalization v0.03;
  Carp v1.04;
  CGI v3.27;
  CGI::Cookie v1.27;
  CGI::Util v1.5;
  Class::Container v0.12;
  Class::Data::Inheritable v0.06;
  Class::ReturnValue v0.53;
  Clone v0.22;
  constant v1.05;
  Cwd v3.24;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v3.0008;
  DBI v1.53;
  DBIx::SearchBuilder v1.48;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.13;
  Devel::StackTraceFrame v0.6;
  Devel::Symdump v2.0604;
  Digest::base v1.00;
  Digest::MD5 v2.36;
  DynaLoader v1.05;
  Encode v2.12;
  Encode::Alias v2.04;
  Encode::Config v2.01;
  Encode::Encoding v2.02;
  Errno v1.0901;
  Exception::Class v1.23;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  Fcntl v1.05;
  File::Basename v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::Spec v3.24;
  File::Spec::Functions v1.3;
  File::Spec::Unix v1.5;
  File::Temp v0.17;
  FileHandle v2.01;
  HTML::Element v3.23;
  HTML::Entities v1.35;
  HTML::Formatter v2.04;
  HTML::FormatText v2.04;
  HTML::Mason v1.35;
  HTML::Mason::ApacheHandler v1.69;
  HTML::Mason::Exception v1.1;
  HTML::Mason::Exception::Abort v1.1;
  HTML::Mason::Exception::Compilation v1.1;
  HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
  HTML::Mason::Exception::Compiler v1.1;
  HTML::Mason::Exception::Decline v1.1;
  HTML::Mason::Exception::Params v1.1;
  HTML::Mason::Exception::Syntax v1.1;
  HTML::Mason::Exception::System v1.1;
  HTML::Mason::Exception::TopLevelNotFound v1.1;
  HTML::Mason::Exception::VirtualMethod v1.1;
  HTML::Mason::Exceptions v1.43;
  HTML::Parser v3.55;
  HTML::Scrubber v0.08;
  HTML::Tagset v3.10;
  HTML::TreeBuilder v3.23;
  HTTP::Date v1.47;
  I18N::LangTags v0.35;
  integer v1.00;
  IO v1.22;
  IO::File v1.13;
  IO::Handle v1.25;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::Scalar v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.1;
  IO::Wrap v2.110;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  lib v0.5565;
  List::Util v1.19;
  Locale::Maketext v1.10;
  Locale::Maketext::Fuzzy v0.02;
  Locale::Maketext::Lexicon v0.62;
  Locale::Maketext::Lexicon::Gettext v0.15;
  Log::Dispatch v2.14;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v1.74;
  Mail::Field v1.74;
  Mail::Field::AddrList v1.74;
  Mail::Field::Date v1.74;
  Mail::Header v1.74;
  Mail::Internet v1.74;
  MIME::Base64 v3.07;
  MIME::Body v5.420;
  MIME::Decoder v5.420;
  MIME::Entity v5.420;
  MIME::Field::ContDisp v5.420;
  MIME::Field::ConTraEnc v5.420;
  MIME::Field::ContType v5.420;
  MIME::Field::ParamVal v5.420;
  MIME::Head v5.420;
  MIME::Parser v5.420;
  MIME::QuotedPrint v3.07;
  MIME::Tools v5.420;
  MIME::Words v5.420;
  mod_perl v2.000003;
  mod_perl2 v2.000003;
  ModPerl::Const v2.000003;
  ModPerl::Global v2.000003;
  ModPerl::Registry v1.99;
  ModPerl::RegistryCooker v1.99;
  ModPerl::Util v2.000003;
  Module::Versions::Report v1.02;
  overload v1.04;
  Params::Validate v0.86;
  POSIX v1.09;
  re v0.05;
  Regexp::Common v2.120;
  Regexp::Common::delimited v2.104;
  RT v3.6.3;
  RT::Interface::Email v2;
  Scalar::Util v1.19;
  SelectSaver v1.01;
  Socket v1.78;
  Storable v2.15;
  strict v1.03;
  Symbol v1.06;
  Sys::Syslog v0.18;
  Text::Autoformat v1.13;
  Text::Quoted v1.8;
  Text::Reform v1.11;
  Text::Tabs v2007.0711;
  Text::Template v1.44;
  Text::Wrapper v1.000;
  Time::HiRes v1.9;
  Time::JulianDay v2003.1125;
  Time::Local v1.13;
  Time::ParseDate v2006.0814;
  Time::Timezone v2006.0814;
  Time::Zone v2.22;
  UNIVERSAL v1.01;
  UNIVERSAL::require v0.11;
  URI v1.35;
  URI::Escape v3.28;
  URI::URL v5.03;
  URI::WithBase v2.19;
  utf8 v1.06;
  vars v1.01;
  warnings v1.05;
  warnings::register v1.01;
  XSLoader v0.06;



RT Variables
RT::AmbiguousDayInPast 	1
RT::BasePath 	//var/www/localhost/rt-3.6.3
RT::BinPath 	//var/www/localhost/rt-3.6.3/bin
RT::CORE_CONFIG_FILE 	//var/www/localhost/rt-3.6.3/etc/RT_Config.pm
RT::CommentAddress 	RT_CommentAddressNotSet
RT::CorrespondAddress 	RT_CorrespondAddressNotSet
RT::DatabaseHost 	localhost
RT::DatabaseName 	rt3
RT::DatabasePassword 	Password not printed
RT::DatabaseRTHost 	localhost
RT::DatabaseType 	mysql
RT::DatabaseUser 	someuser
RT::DateDayBeforeMonth 	1
RT::DefaultSearchResultFormat 	'<B><A HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '<small>__Requestors__</small>', '<small>__CreatedRelative__</small>', '<small>__ToldRelative__</small>', '<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
RT::DefaultSummaryRows 	10
RT::EmailOutputEncoding 	utf-8
RT::EtcPath 	//var/www/localhost/rt-3.6.3/etc
RT::FriendlyFromLineFormat 	"%s via RT" <%s>
RT::FriendlyToLineFormat 	"%s of host.example.com Ticket #%s":;
RT::LocalEtcPath 	//var/www/localhost/rt-3.6.3/local/etc
RT::LocalLexiconPath 	//var/www/localhost/rt-3.6.3/local/po
RT::LocalPath 	//var/www/localhost/rt-3.6.3/local
RT::LogDir 	//var/www/localhost/rt-3.6.3/var/log
RT::LogToFileNamed 	rt.log
RT::LogToScreen 	error
RT::LogToSyslog 	debug
RT::LogoURL 	/NoAuth/images/bplogo.gif
RT::LoopsToRTOwner 	1
RT::MailCommand 	sendmailpipe
RT::MasonComponentRoot 	//var/www/localhost/htdocs/rt
RT::MasonDataDir 	//var/www/localhost/rt-3.6.3/var/mason_data
RT::MasonLocalComponentRoot 	//var/www/localhost/rt-3.6.3/local/html
RT::MasonSessionDir 	//var/www/localhost/rt-3.6.3/var/session_data
RT::MaxAttachmentSize 	10000000
RT::MaxInlineBody 	13456
RT::MessageBoxWidth 	72
RT::MessageBoxWrap 	HARD
RT::MinimumPasswordLength 	5
RT::OldestTransactionsFirst 	1
RT::Organization 	host.example.com
RT::OwnerEmail 	root
RT::RTAddressRegexp 	^rt\@example.com$
RT::RecordOutgoingEmail 	1
RT::RedistributeAutoGeneratedMessages 	privileged
RT::SITE_CONFIG_FILE 	//var/www/localhost/rt-3.6.3/etc/RT_SiteConfig.pm
RT::SendmailArguments 	-oi -t
RT::SendmailBounceArguments 	-f "<>"
RT::SendmailPath 	/usr/sbin/sendmail
RT::ShowTransactionImages 	1
RT::StrictLinkACL 	1
RT::Timezone 	US/Pacific
RT::UseFriendlyFromLine 	1
RT::VERSION 	3.6.3
RT::VarPath 	//var/www/localhost/rt-3.6.3/var
RT::WebBaseURL 	http://rt.local:8082
RT::WebDefaultStylesheet 	3.5-default
RT::WebFlushDbCacheEveryRequest 	1
RT::WebImagesURL 	/NoAuth/images/
RT::WebPort 	8082
RT::WebSessionClass 	Apache::Session::File
RT::WebURL 	http://rt.local:8082/
RT::rtname 	host.example.com
Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
  Platform:
    osname=linux, osvers=2.6.16-gentoo-r1, archname=i686-linux
    uname='linux host 2.6.16-gentoo-r1 #1 smp wed may 31 07:35:01 pdt 2006 i686 intel(r) pentium(r) 4 cpu 3.40ghz gnulinux '
    config_args='-des -Darchname=i686-linux -Dcccdlflags=-fPIC -Dccdlflags=-rdynamic -Dcc=i686-pc-linux-gnu-gcc -Dprefix=/usr -Dvendorprefix=/usr -Dsiteprefix=/usr -Dlocincpth=  -Doptimize=-O2 -march=pentium4 -fomit-frame-pointer -Duselargefiles -Dd_semctl_semun -Dscriptdir=/usr/bin -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dinstallman1dir=/usr/share/man/man1 -Dinstallman3dir=/usr/share/man/man3 -Dman1ext=1 -Dman3ext=3pm -Dinc_version_list=5.8.

=====================
Log Entries, no errors in mysql.log, no logs in rt/var/logs
=====================

Apr 18 06:47:54 host RT: Encode::Guess failed: ; fallback to iso-8859-1 (//var/www/localhost/rt-3.6.3/lib/RT/I18N.pm:414)
Apr 18 06:47:54 host RT: Encode::Guess failed: ; fallback to iso-8859-1 (//var/www/localhost/rt-3.6.3/lib/RT/I18N.pm:414)
Apr 18 06:47:55 host RT: <rt-3.6.3-16654-1176904075-526.15-3-0 at host.example.com> #15/147 - Scrip 3  (//var/www/localhost/rt-3.6.3/lib/RT/Action/SendEmail.pm:243)
Apr 18 06:47:55 host RT: <rt-3.6.3-16654-1176904075-526.15-3-0 at host.example.com> sent  To: steven at example.com (//var/www/localhost/rt-3.6.3/lib/RT/Action/SendEmail.pm:274)
Apr 18 06:47:55 host RT: <rt-3.6.3-16654-1176904075-1649.15-4-0 at host.example.com> #15/147 - Scrip 4  (//var/www/localhost/rt-3.6.3/lib/RT/Action/SendEmail.pm:243)
Apr 18 06:47:55 host RT: <rt-3.6.3-16654-1176904075-1649.15-4-0 at host.example.com> No recipients found. Not sending. (//var/www/localhost/rt-3.6.3/lib/RT/Action/SendEmail.pm:255)
Apr 18 06:47:55 host RT: Ticket 15 created in queue 'General' by steven (//var/www/localhost/rt-3.6.3/lib/RT/Ticket_Overlay.pm:754)

----- End forwarded message -----


From alisond at inf.ed.ac.uk  Wed Apr 18 12:39:01 2007
From: alisond at inf.ed.ac.uk (Alison Downie)
Date: Wed, 18 Apr 2007 17:39:01 +0100 (BST)
Subject: [rt-users] RT 3.6.3 Issue sending email to RT Queues
In-Reply-To: <461BC5B2.6030103@graphicsys.com>
References: <461BC5B2.6030103@graphicsys.com>
Message-ID: <Pine.LNX.4.64.0704181732510.6880@bambam.inf.ed.ac.uk>


We recently upgraded to 3.6.1 on fc5 and are now seeing these messages for 
some correspondence. I'm not sure if this helps you at all but I spotted 
that it is only happening when the original requestor replies using a 
different e-mail address e.g. the ticket is created for <user>@<domain>, 
we send a message to them and they then reply as <user>@<machine>.<domain> 
or even a completely different address. I'm assuming that at this point, 
RT won't create a new user (since it's not a new ticket) which does make 
sense. I would appreciate some advice on how to fix this, though!!

Alison


On Tue, 10 Apr 2007, Gregory Floro wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Running RT 3.6.3 on Mac OS X 10.4.8
>
> Everything has been working fine since upgrading to v3.6.3 from v3.6.1. We added the
> RT::LdapUserLocalOverlay to our installation shortly after doing the upgrade. Since then we have had
> intermittent issue with users creating or replying to tickets in RT. Emails bounce back with the
> following error:
>
> - --BEGIN ERROR MESSAGE--
>
> From: RT_CorrespondAddressNotSet at support.graphicsys.com
> Date: April 10, 2007 9:40:25 AM EDT
> To: username at gsgdesign.com
> Subject: Could not load a valid user
>
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for your email.
>
> - --ERROR ERROR MESSAGE--
>
> I have checked my mailgate settings, they are correct as far as I can tell. It's as if the mailgate
> can't figure out which queue to submit the email to.
>
> This error occurs when replying to emails from rt as well as sending a new email (creating a
> ticket). It occurs across multiple queues, and does not seem to matter if the user is in the
> Privileged, Everyone or Unprivileged group.
>
> The Everyone and Unprivileged groups have the following rights:
> CreateTicket
> ReplyToTicket
>
>
> - --BEGIN SYSTEM.LOG-
>
> Apr 10 10:46:11 appsrv2 RT: Couldn't load RT::Interface::Email::: Can't locate
> RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib
> /System/Library/Perl/5.8.6/darwin-thread-multi-2level /System/Library/Perl/5.8.6
> /Library/Perl/5.8.6/darwin-thread-multi-2level /Library/Perl/5.8.6 /Library/Perl
> /Network/Library/Perl/5.8.6/darwin-thread-multi-2level /Network/Library/Perl/5.8.6
> /Network/Library/Perl /System/Library/Perl/Extras/5.8.6/darwin-thread-multi-2level
> /System/Library/Perl/Extras/5.8.6 /Library/Perl/5.8.1/darwin-thread-multi-2level /Library/Perl/5.8.1
> . /usr/ /usr/lib/perl) at /opt/rt3/lib/RT/Interface/Email.pm line 619.\n\nStack:\n
> [/opt/rt3/lib/RT/Interface/Email.pm:619]\n  [/opt/rt3/lib/RT/Interface/Email.pm:619]\n
> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] (/opt/rt3/lib/RT/Interface/Email.pm:619)\n\n
> Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT's configuration does not
> allow\nfor the creation of a new user for this email (gdayal at graphicsys.com).\n\nYou might need to
> grant 'Everyone' the right 'ReplyToTicket' for the\nqueue TechSupport.
> (/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
> Apr 10 10:46:11 appsrv2 RT: RT could not load a valid user, and RT's configuration does not
> allow\nfor the creation of a new user for your email. (/opt/rt3/lib/RT/Interface/Email.pm:241)\n\n
> Apr 10 10:46:11 appsrv2 RT: Could not record email: Could not load a valid user
> (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:73)\n\n
>
> - --END SYSTEM.LOG-
>
>
> - --
> ./gsf
>
> Gregory Floro
> Director of Digital Solutions
> Graphic Systems Group, LLC
> 33 East 17th Street, New York, NY 10003
> [  voice: 646-230-1950  |  fax: 212-228-8500  |  cell: 917-577-9891 ]
>
> New York's largest Production Agency!
>
> Key Fingerprint 238F 53C3 C837 B5BF 4FA2 C492 234C A3BC B2BC 205F
>
> Reclaim Your Inbox! http://www.mozilla.org/products/thunderbird/
>
> ================================================================================
> This electronic transmission contains confidential information intended
> only for the person(s) named. Any use, distribution, copying, or
> disclosure by any other person is  strictly prohibited. If you received
> this transmission in error, please notify the sender by return e-mail
> and delete all copies of this message.
> ================================================================================
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.1 (Darwin)
> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
>
> iD8DBQFGG8WxI0yjvLK8IF8RAq3nAJ9abAPOVMIincZHxgWW+uBazSRocQCfb1/d
> QYlNl/D7i6zyRVxxRZXEuic=
> =M+gr
> -----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
>

-- 
++++++++++++++++++++++++++++++++++++++++++++++
Alison Downie, Computing Officer
School of Informatics, University of Edinburgh
Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL

Tel: 650 3095
++++++++++++++++++++++++++++++++++++++++++++++


From su at inubit.com  Wed Apr 18 12:59:38 2007
From: su at inubit.com (Stephan Uhlmann)
Date: Wed, 18 Apr 2007 18:59:38 +0200
Subject: [rt-users] relogin necessary when new queue was created
Message-ID: <200704181859.38925.su@inubit.com>

Hi,

when I create a new queue, every user has to logout and login to RT again to 
actually see it.

My users don't have to login for each session, because I changed to lifetime 
of the session cookie. Also we add new queues than it's probably normal 
(about once in a month). So it's very annoying for them to relogin just for 
that.

Does anybody know a solution for this problem?


Regards,
Stephan
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From tcarcelen at gmail.com  Wed Apr 18 13:31:37 2007
From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=)
Date: Wed, 18 Apr 2007 19:31:37 +0200
Subject: [rt-users] Doubt about RTFM inside RT
Message-ID: <7123c5c40704181031n7f7bd56dj9008d644506b6919@mail.gmail.com>

Hi all,
I?m almost new in this list.
I?ve installed RTFM 2.0.4 and RT 3.4.2 but when I try to extract an article
from a RT ticket I?ve not the right option "Extract article"
May I upgrade RTFM to 2.1.40 version or RT to 3.4.6?

Thanks in advance
Cheers
Teresa
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From scott.e.thomson at gmail.com  Wed Apr 18 13:51:50 2007
From: scott.e.thomson at gmail.com (Scott Thomson)
Date: Wed, 18 Apr 2007 13:51:50 -0400
Subject: [rt-users] RTAddressRegexp help
Message-ID: <416494190704181051o608b1cedh766f2ea7e09d2e30@mail.gmail.com>

Hey Folks,

I'm having a heck of a time setting my RTAddressRegexp value
correctly.  I referenced the wiki page and also some of the older
emails on the rt-user list (something Ruslan sent out in Dec 2005) on
the subject and this is what I have set as my value:

Set($RTAddressRegexp ,
'^(helpdesk|data_services|dataservice|data_service|certification|rt-ds|rt-cert|rt-ec)(-comment)?(\@(rt|rt2|alcott)\.uua\.org$');

It doesn't want to pick up the data_services address, so this keeps
getting added to the CC list.

It does seem to work fine with helpdesk at uua.org though, which is where
most of my tickets come from anyway.

Reading up some, I think I could change it to:

'^(?:helpdesk|data_services|dataservice|data_service|certification|rt-ds|rt-cert|rt-ec)(?:-comment)\@(?:rt|rt2|alcott)\.uua\.org$');

I'm not sure that this will fix the problem though.  I asked the
programmers here at work to take a look at it, but they weren't sure
either.

Anyway, if anyone has any advice, I'd love to hear it.

Oh, and we're on RT 3.4.5, MySQL/FastCGI on RHEL4, and everything else
is working wonderfully as far as I can tell.

Thanks in advance,

Scott Thomson


From falcone at bestpractical.com  Wed Apr 18 15:37:36 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 18 Apr 2007 15:37:36 -0400
Subject: [rt-users] RT at the University of West Bohemia 
In-Reply-To: <Pine.LNX.4.44.0704171953400.22350-100000@nemesis>
References: <Pine.LNX.4.44.0704171953400.22350-100000@nemesis>
Message-ID: <79D91DE8-3538-4290-BCB0-436D25FB7D5E@bestpractical.com>


On Apr 17, 2007, at 1:54 PM, Petr Grolmus wrote:

> In the README file of migration tool there is a sentence "This tool
> migrates your RT2 instance to an RT 3.0 instance". Couldn't be this  
> the
> source of problems when I'm trying to migrate data to RT 3.6.x?
>
> Would you know about any newer version of migration tool without such
> problems? Even commercial/payed version? Or any ideas what could be
> wrong and what should we focus on?

Hi Petr

Can you try
http://search.cpan.org/dist/RT-Extension-RT2toRT3

This is a new release of the rt2-to-rt3 tool that works with 3.6.
We didn't test on Oracle (we went mysql=>mysql) but this new release
fixed a number of bugs.

-kevin




From falcone at bestpractical.com  Wed Apr 18 16:27:12 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 18 Apr 2007 16:27:12 -0400
Subject: [rt-users] Modifying DBIx::SearchBuilder
In-Reply-To: <20070417130453.R14697@malcolm.berkeley.edu>
References: <20070417130453.R14697@malcolm.berkeley.edu>
Message-ID: <B4DACE48-9896-465E-92F2-8BA4BD48526D@bestpractical.com>


On Apr 17, 2007, at 4:15 PM, Mike Friedman wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> It looks like I may have to modify DBIx::SearchBuilder, in  
> particular 'Handle.pm'.  This is in order to access my RT mysql  
> database via SSL.
>
> It seems that the only way to get perl DBD::mysql to use SSL may be  
> to provide a hashref in the connect call, something like this:
>
>    DBI->connect($dsn, $user, $pass,
>       {
>         mysql_read_default_file => "fully/qualified/path/to/my.cnf"
>       }
>       );

the DBD::mysql manpage lists this syntax also
$dsn = "DBI:mysql:test;mysql_read_default_file=/home/joe/my.cnf";

If that works, you may be able to change RT::Handle::BuildDSN in  
local/lib to do the right thing.
We'd also appreciate some sort of patch if that works.

> Can I create a modified DBIx::Searchbuilder in my RT 'local/lib',  
> just as if I were modifying an RT 'lib' module, even though  
> DBIx::Searchbuilder is installed in 'site_perl' and not in the RT  
> tree?

RT runs with local/lib first in @INC, so that should work if needed.
Of course, it might be better to get a patch submitted and an  
official release to support what you need.

-kevin


From falcone at bestpractical.com  Wed Apr 18 16:31:56 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 18 Apr 2007 16:31:56 -0400
Subject: [rt-users] problem installation RTFM
In-Reply-To: <7123c5c40704171056sfac4b98l6ddcdefce4a0f4b5@mail.gmail.com>
References: <7123c5c40704171056sfac4b98l6ddcdefce4a0f4b5@mail.gmail.com>
Message-ID: <1C3C82F4-B429-4066-9D8D-F93C7FDE8168@bestpractical.com>


On Apr 17, 2007, at 1:56 PM, Teresa Carcel?n Fern?ndez wrote:

> Hi all!
> I?ve got no sucess with RTFM installation. I have RT 3.4.2 and I?ve  
> tried to install RTFM-2.2.ORC5
> I?ve got the 2 first step:
>    perl Makefile.PL (with a PREFIX that has the path of /lib  
> directory)
>    make install (with a PREFIX that has the path of /lib directory)
> I?ve no sucess on make initdb
>
> because I?ve obtained error:
> Can't locate RT.pm in @INC (@INC contains: inc inc lib /opt/rt3/ 
> local/lib /usr/share/request-tracker3.4/lib/lib /etc/perl /usr/ 
> local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 / 
> usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/ 
> lib/site_perl .) at inc/Module/Install/RTx/Factory.pm - /usr/lib/ 
> perl5/site_perl/5.8.7/Module/Install/RTx/Factory.pm line 12.
>

Hi Teresa

What happens if you run perl Makefile.PL and answer the questions if  
asks, rather than using PREFIX?

-kevin

> make: *** [initdb] Error 2
> but I?ve created the schema with:
> $ psql -d rtdb -U rtuser < schema.Pg
>
> I?ve checked in the Admin/Tools/Configuration.html there?s no  
> RT::FM installation. Is it really doesn?t installed?
>
> Also I?ve added (reading messages below) in the file:
> inc/Module/Install/RTx/Factory.pm
> dba-password => $RT::DatabasePassword
>
> I don?t understand how the following error appears when I link in  
> the Overview RTFM Tab


From gleduc at mail.sdsu.edu  Wed Apr 18 17:26:06 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 18 Apr 2007 14:26:06 -0700
Subject: [rt-users] ACE to Suppress History display
Message-ID: <6.2.1.2.2.20070418134748.02d6c150@mail.sdsu.edu>

Hi All,

Is there and ACL Right (or combination of rights) that I can use to take 
away the ability of a user to display ticket history?  When we send our 
user a link so that he can check the status of his ticket, we do not want 
him looking at the ticket history.  If we do allow him to see the history 
we are going to get endless "What does it mean when it says...?" 
questions.  All the user needs to know is that the ticket exists, its 
status, some dates - the basic stuff.  The RT Book wasn't much help for me 
and I haven't been able to make this happen through trial and error.

A little bit more on this:
When the ticket is created, a login password is generated for the user and 
he gets an acknowledgement e-mail with a link to the ticket and his login 
credentials.  So he already has the rights to login to RT and see his 
ticket (the ShowTicket right is granted to Requestor in the queue).  It 
just shows him more than we want him to see.

Thanks,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From mikef at ack.berkeley.edu  Wed Apr 18 18:18:32 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Wed, 18 Apr 2007 15:18:32 -0700 (PDT)
Subject: [rt-users] Modifying DBIx::SearchBuilder
In-Reply-To: <B4DACE48-9896-465E-92F2-8BA4BD48526D@bestpractical.com>
References: <20070417130453.R14697@malcolm.berkeley.edu>
	<B4DACE48-9896-465E-92F2-8BA4BD48526D@bestpractical.com>
Message-ID: <20070418142451.H57483@malcolm.berkeley.edu>

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

On Wed, 18 Apr 2007 at 16:27 (-0400), Kevin Falcone wrote:

> On Apr 17, 2007, at 4:15 PM, Mike Friedman wrote:
>
>> It looks like I may have to modify DBIx::SearchBuilder, in particular 
>> 'Handle.pm'.  This is in order to access my RT mysql database via SSL.
>> 
>> It seems that the only way to get perl DBD::mysql to use SSL may be to 
>> provide a hashref in the connect call, something like this:
>>
>>   DBI->connect($dsn, $user, $pass,
>>      {
>>        mysql_read_default_file => "fully/qualified/path/to/my.cnf"
>>      }
>>      );

> the DBD::mysql manpage lists this syntax also
>
> $dsn = "DBI:mysql:test;mysql_read_default_file=/home/joe/my.cnf";
>
> If that works, you may be able to change RT::Handle::BuildDSN in 
> local/lib to do the right thing.

Kevin,

You're right!  In fact, I had noticed this a couple of weeks ago, but then 
forgot about it.

As for fixing RT::Handle::BuildDSN, I don't know how best to generalize it 
to apply to all kinds of database drivers.  But for mysql, I could do 
something like this, I suppose:

First, define a new variable in RT_SiteConfig.pm, e.g.,

   Set($MySQLClientConfigFile,'/home/joe/my.cnf');

Then, use it in RT::Handle::BuildDSN, e.g., perhaps like this:

  ! my $DBDriver = $RT::DatabaseType;

  ! $DBDriver .= ";mysql_read_default_file=$RT::DBClientConfigFile" if
  !    (defined $RT::MySQLClientConfigFile);

    $self->SUPER::BuildDSN(Host => $RT::DatabaseHost,
       Database => $RT::DatabaseName,
       Port => $RT::DatabasePort,
  !    Driver => $DBDriver,
       RequireSSL => $RT::DatabaseRequireSSL,
       DisconnectHandleOnDestroy => 1
            );

It would, I suppose, be best to make the fix more general, not so 
mysql-specific. But I'm not in a position to do this right now.

Meanwhile, I'll see if I have to do this.  I'm waiting on word from my DB 
guy who's investigating the ins and outs of using mysql and SSL.

>> Can I create a modified DBIx::Searchbuilder in my RT 'local/lib', just 
>> as if I were modifying an RT 'lib' module, even though 
>> DBIx::Searchbuilder is installed in 'site_perl' and not in the RT tree?
>
> RT runs with local/lib first in @INC, so that should work if needed. Of 
> course, it might be better to get a patch submitted and an official 
> release to support what you need.

It's good to know the above will work, for future reference, even though 
I'd rather not modify a non-RT module as part of RT maintenance.

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From tcarcelen at gmail.com  Wed Apr 18 19:16:49 2007
From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=)
Date: Thu, 19 Apr 2007 01:16:49 +0200
Subject: [rt-users] Upgrading RTFM 2.0.4 to 2.1.40
Message-ID: <7123c5c40704181616l5a3fb581hadd7b1f98c0143a2@mail.gmail.com>

Hi all!,
I have installed RT 3.4.2 and I am upgrading RTFM from RTFM 2.0.4 to 2.1.40.
I have followed the steps posted by Luis Moreno *(Mon Nov 20 09:04:05 EST
2006)* but I have a problem at this point:

. Upgrade the schema
# for j in `ls etc/upgrade/`; do  for i in schema acl insert; do
/usr/sbin/rt-setup-database  -dba <your_rtdbuser> --dba-password
<your_rtdbuser_password> --action $i  --datadir etc/upgrade/$j; done; done

When I try the following I get the error:

/usr/sbin/rt-setup-database --action schema --datadir etc/upgrade/2.1.0

Can't locate /etc/request-tracker3.4/RT_SiteConfig.pm in @INC (@INC
contains: /usr/share/request-tracker3.4/lib /etc/perl
/usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
/usr/local/lib/site_perl .) at /usr/share/request-tracker3.4/lib/RT.pm
line 134.

My RT.pm contains:

$CORE_CONFIG_FILE = "/etc/request-tracker3.4/RT_Config.pm";
$SITE_CONFIG_FILE = "/etc/request-tracker3.4/RT_SiteConfig.pm";

$BasePath = '/usr/share/request-tracker3.4';
$EtcPath = '/etc/request-tracker3.4';

I doubt if I must update the SITE_CONFIG_FILE or apply a special patch
Can anyone help me?
Thanks in advance
Best Regards
Teresa
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From tcarcelen at gmail.com  Wed Apr 18 19:22:44 2007
From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=)
Date: Thu, 19 Apr 2007 01:22:44 +0200
Subject: [rt-users] problem installation RTFM
In-Reply-To: <1C3C82F4-B429-4066-9D8D-F93C7FDE8168@bestpractical.com>
References: <7123c5c40704171056sfac4b98l6ddcdefce4a0f4b5@mail.gmail.com>
	<1C3C82F4-B429-4066-9D8D-F93C7FDE8168@bestpractical.com>
Message-ID: <7123c5c40704181622s605f73c2kf4b636f7fd6ac35@mail.gmail.com>

Hi Kevin!
Thanks a lot for your help. It works with the PREFIX option
Finally I have decided to install RTFM 2.0.4 and migrate to RTFM 2.1.40.
Here is where I am now because I have problems upgrading the schema

/usr/sbin/rt-setup-database --action schema --datadir etc/upgrade/2.1.0
PREFIX=/etc/request-tracker3.4/
Can't locate /etc/request-tracker3.4/RT_SiteConfig.pm in @INC (@INC
contains: /usr/share/request-tracker3.4/lib /etc/perl
/usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5
/usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
/usr/local/lib/site_perl .) at /usr/share/request-tracker3.4/lib/RT.pm line
134.

because my RT.pm contains:
$CORE_CONFIG_FILE = "/etc/request-tracker3.4/RT_Config.pm";
$SITE_CONFIG_FILE = "/etc/request-tracker3.4/RT_SiteConfig.pm";
$BasePath = '/usr/share/request-tracker3.4';
$EtcPath = '/etc/request-tracker3.4';

Have you got any idea?
Thanks a lot
Regards
Teresa
-------------------------------------------------------------------


2007/4/18, Kevin Falcone <falcone at bestpractical.com>:
>
>
> On Apr 17, 2007, at 1:56 PM, Teresa Carcel?n Fern?ndez wrote:
>
> > Hi all!
> > I?ve got no sucess with RTFM installation. I have RT 3.4.2 and I?ve
> > tried to install RTFM-2.2.ORC5
> > I?ve got the 2 first step:
> >    perl Makefile.PL (with a PREFIX that has the path of /lib
> > directory)
> >    make install (with a PREFIX that has the path of /lib directory)
> > I?ve no sucess on make initdb
> >
> > because I?ve obtained error:
> > Can't locate RT.pm in @INC (@INC contains: inc inc lib /opt/rt3/
> > local/lib /usr/share/request-tracker3.4/lib/lib /etc/perl /usr/
> > local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /
> > usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/
> > lib/site_perl .) at inc/Module/Install/RTx/Factory.pm - /usr/lib/
> > perl5/site_perl/5.8.7/Module/Install/RTx/Factory.pm line 12.
> >
>
> Hi Teresa
>
> What happens if you run perl Makefile.PL and answer the questions if
> asks, rather than using PREFIX?
>
> -kevin
>
> > make: *** [initdb] Error 2
> > but I?ve created the schema with:
> > $ psql -d rtdb -U rtuser < schema.Pg
> >
> > I?ve checked in the Admin/Tools/Configuration.html there?s no
> > RT::FM installation. Is it really doesn?t installed?
> >
> > Also I?ve added (reading messages below) in the file:
> > inc/Module/Install/RTx/Factory.pm
> > dba-password => $RT::DatabasePassword
> >
> > I don?t understand how the following error appears when I link in
> > the Overview RTFM Tab
>
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From jesse at bestpractical.com  Wed Apr 18 15:13:56 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 18 Apr 2007 21:13:56 +0200
Subject: [rt-users] RTFM spanish language
In-Reply-To: <461A8F85.6000905@mixbaal.com>
References: 4612BE9C.6080508@mixbaal.com <461A8F85.6000905@mixbaal.com>
Message-ID: <46266DF4.10900@bestpractical.com>

Luis Barajas wrote:
> Here is the po file, also I forgot to mention that:
>
> RT version 3.6.3
> RTFM version 2.2.0 RC5
FWIW, I've included this in RTFM. Thanks




From jesse at bestpractical.com  Wed Apr 18 15:14:30 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 18 Apr 2007 21:14:30 +0200
Subject: [rt-users] RTFM's po file for Brazilian Portuguese
In-Reply-To: <200704091818.50284.frota@cecom.ufmg.br>
References: <200704091818.50284.frota@cecom.ufmg.br>
Message-ID: <46266E16.2080800@bestpractical.com>

Thanks! Applied

Fernando Frota Machado de Morais wrote:
> RTFM-2.2.0RC5.
>
> By default, po files for RTFM are installed 
> at /opt/rt3/local/po/FM/RTFM.
>
>   
I think I've just fixed that.

> It didn't work for me. I installed it at  /opt/rt3/local/po.
>
>   




From jesse at bestpractical.com  Wed Apr 18 15:11:50 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 18 Apr 2007 21:11:50 +0200
Subject: [rt-users] RTFM spanish language
In-Reply-To: <461AB9C2.3080701@mixbaal.com>
References: <4612BE9C.6080508@mixbaal.com> <461AB9C2.3080701@mixbaal.com>
Message-ID: <46266D76.7070705@bestpractical.com>

Luis Barajas wrote:
> Just like:
>
> http://lists.bestpractical.com/pipermail/rt-users/2007-April/045228.html
>
> It works if I place the es.po file in
>
> /opt/rt3/local/po
>
> instead of the default:
>
> /opt/rt3/local/po/FM/RTFM
>
What if you put it in

/opt/rt3/local/po/RTFM/ ?

Best,
Jesse




From jesse at bestpractical.com  Wed Apr 18 14:54:01 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 18 Apr 2007 20:54:01 +0200
Subject: [rt-users] Modifying DBIx::SearchBuilder
In-Reply-To: <20070417130453.R14697@malcolm.berkeley.edu>
References: <20070417130453.R14697@malcolm.berkeley.edu>
Message-ID: <46266949.8050302@bestpractical.com>


>
> Can I create a modified DBIx::Searchbuilder in my RT 'local/lib', just 
> as if I were modifying an RT 'lib' module, even though 
> DBIx::Searchbuilder is installed in 'site_perl' and not in the RT tree?


You certainly can, though we'd love a patch to SearchBuilder to make it 
easier for the next person.

Jesse
>
> Thanks. 







From jesse at bestpractical.com  Wed Apr 18 16:28:54 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 18 Apr 2007 22:28:54 +0200
Subject: [rt-users] A working MyDay.html - patch included
In-Reply-To: <45A7BE2E.2090103@clanhobbs.org>
References: <45A7BE2E.2090103@clanhobbs.org>
Message-ID: <46267F86.6000203@bestpractical.com>

Chris Hobbs wrote:
> It looks like MyDay.html has been in the Tools area forever, but 
> incomplete - it displayed a terrific looking form but didn't actually 
> act on the Submit button - talk about a let-down :).
>
> I have a very crude but working fix for this. I'd like feedback on 
> what else needs to be done to make it safe/sane. I don't know enough 
> about how the RT internals work to know whether I'm doing really 
> stupid stuff here or not. Do I need to be checking the permissions on 
> each ticket update to make sure the user has the appropriate 
> permissions, for example?
>
> Anyway, here it is - I hope others find it useful. I know our techs 
> are going to love being able to update all their tickets in one spot!
>

Thanks. I Finally got a chance to go through and implement a proper 
patch based (in spirit) on this one.  It'll be in the next release.

Best,
Jesse





From david.hobley at mionegroup.com  Wed Apr 18 22:31:42 2007
From: david.hobley at mionegroup.com (David Hobley)
Date: Thu, 19 Apr 2007 12:31:42 +1000
Subject: [rt-users] Problem viewing HTML component of an email in Firefox
In-Reply-To: <4625D5DB.3030709@docca.hu>
References: <4625B7F9.3000104@mionegroup.com> <4625D5DB.3030709@docca.hu>
Message-ID: <4626D48E.3020009@mionegroup.com>

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From Silvana.Giberti at esa.int  Thu Apr 19 03:19:57 2007
From: Silvana.Giberti at esa.int (Silvana.Giberti at esa.int)
Date: Thu, 19 Apr 2007 09:19:57 +0200
Subject: [rt-users] Problems with scrips modifying custom filed values
Message-ID: <OF1290797C.12CEA424-ONC12572C2.0027E923-C12572C2.00284788@esa.int>

I'm having problems with scrips modifying the values of 2 custom fields.

The first custom field is created and assigned at ticket creation (by 
scrip X), while the second custom field is updated whenever the first one 
is modified (by scrip Y), that is after ticket creation and also everytime 
the user modifes the first cf.

What sometime happens is that scrip Y updates the second custom field 
twice, that  is, a first time assigning the new value and then a second 
time setting it back to its original value. Sometimes instead the same 
scrips work properly on both custom fields, assigning the right value also 
to the second one.

The same scrips work always well when the custom fields are first created 
and assigned the first value.

Comparing the 2 cases in RT log file, it looks like there's an extra 
transaction firing after the update of the second custom field, but I 
can't tell what it does.

The function I call to update the custom fields is the 
"AddCustomFieldValue", from Record.pm.

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

(RT 3.6.1, MySQL 4.1.12)

Does anyone have an idea of what to do to fix this problem?

Thanks,
Silvana
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From maei at fleetboard.com  Thu Apr 19 04:51:30 2007
From: maei at fleetboard.com (Martin Eichenberg)
Date: Thu, 19 Apr 2007 10:51:30 +0200
Subject: [rt-users] Q: just requestor and admin should be able to change
	duedate
Message-ID: <46272D92.3090309@fleetboard.com>

Hi!

I am trying to figure out how to configure RT, that only requestors and 
admins are able to adjust the due date aof a ticket.

Any ideas?

Thx and Regards,
Martin


From theillien at yahoo.com  Thu Apr 19 05:09:56 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 19 Apr 2007 05:09:56 -0400
Subject: [rt-users] RT Essentials 2nd Edition
Message-ID: <462731E4.5090103@yahoo.com>

Anyone know when they plan on putting this out?

Mathew


From tcarcelen at gmail.com  Thu Apr 19 06:27:29 2007
From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=)
Date: Thu, 19 Apr 2007 12:27:29 +0200
Subject: [rt-users] RTFM 2.0.4 problem: "Extract to article" button
Message-ID: <7123c5c40704190327p145429e0s9010368e00c30cbc@mail.gmail.com>

Hi all!
I am new in RT. I have RT 3.4.2 and RTFM 2.0.4 installed
I should see an "Extract to article" button in the upper right hand corner
of RT's UI when working with tickets, but it does not happen

Can anyone help me? Any clue?

I thought I should migrate to RTFM 2.1.40 but I am not really sure that be
the problem

Thanks in advance

Best Regards

Teresa
-----------------------------------
Computer Science Student
University Carlos III Madrid
Spain
-----------------------------------
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From yhasabnis at rediffmail.com  Thu Apr 19 06:22:43 2007
From: yhasabnis at rediffmail.com (Yogesh Hasabnis)
Date: 19 Apr 2007 10:22:43 -0000
Subject: [rt-users] 500 Internal Server Error
Message-ID: <20070419102243.6234.qmail@webmail45.rediffmail.com>

Hi All,

I am a new member of this list. 

I am trying to set up rt-3.6.3 for my IT setup. The OS on which I am trying this setup is Fedora Core 3. FC3 by default comes with Apache2 and mod_perl1.99. So I installed a separate instance of Apache2 with mod_perl2.0.3 from source. This Apache instance listens at a nonstandard port 8086. After following the steps as per the document to install rt-3.6.3 and after configuring the apache configuration file for the rt3 web interface, when I point my browser to http://<hostname>:8086/rt3 , I get the "500 internal server error". The Apache error_log file lists the following error:

[Thu Apr 19 15:37:17 2007] [error] [client ip_address] Can't locate object method "content_type" via package "Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n

I would be grateful if I get some suggestions for resolving this problem.

Thanks in advance

Yogesh


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From D.J.Rickard at brighton.ac.uk  Thu Apr 19 08:35:25 2007
From: D.J.Rickard at brighton.ac.uk (D.J.Rickard at brighton.ac.uk)
Date: Thu, 19 Apr 2007 13:35:25 +0100
Subject: [rt-users] Collapsed View of Ticket?
Message-ID: <2EEEB63A86187C4B9E91870B0C66AB8802B41BDC@EXCHANGE1.university.brighton.ac.uk>


Just giving this a bump in case anyone has any ideas...


> As a user of other systems just starting to look at RT, can someone
> please point me in the right direction here?
> 
> What I want to do is make the default view of an individual ticket to
> just display the transaction headers and use the [show] style of link
> that you get with emails to display the transaction content.  It would
> be nice to be able to switch between the standard expanded view and
the
> collapsed view as well.
> 
> I appreciate this will probably require local configuration, but would
> appreciate a pointer or to know if anyone else has done this?
> 
> Thanks
> David


From ktm at rice.edu  Thu Apr 19 08:49:01 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 19 Apr 2007 07:49:01 -0500
Subject: [rt-users] Collapsed View of Ticket?
In-Reply-To: <2EEEB63A86187C4B9E91870B0C66AB8802B41BDC@EXCHANGE1.university.brighton.ac.uk>
References: <2EEEB63A86187C4B9E91870B0C66AB8802B41BDC@EXCHANGE1.university.brighton.ac.uk>
Message-ID: <20070419124901.GG19464@it.is.rice.edu>

David,

What is the use case for this? The transaction headers without the
content seems to be not very useful. That means that everyone will
be clicking the "show" button for transaction content after transaction
content. I can assure you that unless you are fortunate enough to have
robotic automatons as your users who can be programatically trained,
you will need to routinely look at far more that just the headers.
That being said, we have setup a couple of toggles that control the
verbosity of the ticket display, but without your use-case it is hard
to determine if these changes would be applicable.

Ken

On Thu, Apr 19, 2007 at 01:35:25PM +0100, D.J.Rickard at brighton.ac.uk wrote:
> 
> Just giving this a bump in case anyone has any ideas...
> 
> 
> > As a user of other systems just starting to look at RT, can someone
> > please point me in the right direction here?
> > 
> > What I want to do is make the default view of an individual ticket to
> > just display the transaction headers and use the [show] style of link
> > that you get with emails to display the transaction content.  It would
> > be nice to be able to switch between the standard expanded view and
> the
> > collapsed view as well.
> > 
> > I appreciate this will probably require local configuration, but would
> > appreciate a pointer or to know if anyone else has done this?
> > 
> > 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
> 


From Steve_McStravick at BreconRidge.com  Thu Apr 19 09:06:05 2007
From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com)
Date: Thu, 19 Apr 2007 09:06:05 -0400
Subject: [rt-users] Help I'm Stuck...why won't my tickets display HTML?
Message-ID: <OFC7252267.BDC6BB51-ON852572C2.0046D195-852572C2.0047F7C7@breconridge.com>





I've looked on WIKI and through the Threads and found similar questions,
but not quite what I need.

I send RT tickets in HTML with embedded screenshots and links but the
images get replaced by "(Embedded images moved to file: pic12345.jpg)" with
the "Download pic12345.jpg [image/jpeg 555.5k]" links at the bottom of the
ticket, rather than embedded in the ticket display, which would provide
better clarity.
No Rich Text is shown either (underline, bold, etc.).

I've set the RT_SiteConfig properties to:

Set($TrustHTMLAttachments , '1');
Set($PreferRichText, '1');

I'm thinking I must be missing something obvious, but I can't figure it
out.

Steve McStravick
Business Systems Analyst - MES
BreconRidge
www.breconridge.com
"



From indy at civ.zcu.cz  Thu Apr 19 09:09:34 2007
From: indy at civ.zcu.cz (Petr Grolmus)
Date: Thu, 19 Apr 2007 15:09:34 +0200 (CEST)
Subject: [rt-users] How to get CustomFields to tickets list?
Message-ID: <Pine.LNX.4.44.0704191500220.528-100000@nemesis>

Hello,

does anyone know how to get values from CustomField to the tickets list?
I found that I need to modify the $DefaultSearchResultFormat in
RT_SiteConfig, but I cannot figure how to force RT print values of custom
field named "Area". I tried something like this:

Set ($DefaultSearchResultFormat, qq{
    '<B><A
HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
    '<B><A
HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
    Status,
    QueueName,
    OwnerName,
    Priority,
    CustomField{Area},
    '__NEWLINE__',
    '',
    '<small>__Requestors__</small>',
    '<small>__CreatedRelative__</small>',
    '<small>__ToldRelative__</small>',
    '<small>__LastUpdatedRelative__</small>',
    '<small>__TimeLeft__</small>',
    ''});

Even several next possible modification such as:
CustomField{\"Area\"}
'__CustomField{Area}__'
'__CustomField{"Area"}__'

I've tried to change CustomField to CF - in regular expression should work
both ways - but nothing helped :(

I'm using RT 3.6.1 from Debian Linux.

Thanx,
-indy

--------------------------------------------------------------------------
 Petr Grolmus

 Laboratory for Computer Science
 University of West Bohemia
 Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632 851
 Czech Republic                                    E-mail: indy at civ.zcu.cz
--------------------------------------------------------------------------



From Steve_McStravick at BreconRidge.com  Thu Apr 19 08:53:27 2007
From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com)
Date: Thu, 19 Apr 2007 08:53:27 -0400
Subject: [rt-users] Auto create multiple child tickets from one request
Message-ID: <OFAEB4AA71.339691DA-ON852572C2.00463F1D-852572C2.0046CFD0@breconridge.com>





Hello,
I've implemented "spawn child ticket" and that works well, but now I have a
requirement to automatically create multiple tickets from one request.
We mainly use RT internally and now we have a requirement for a "New
Employee" Ticket
Depending upon a multi-select custom field, child tickets would be created
so work can be done by various groups/people.
e.g.
Install PC,
Set up Phone,
Create email account,
Set up various applications accounts, etc.

Has anyone done anything similar?

Any help would be appreciated.

Thanks,

Steve McStravick
Business Systems Analyst - MES
BreconRidge
www.breconridge.com



From jfenner at vitamix.com  Thu Apr 19 09:30:10 2007
From: jfenner at vitamix.com (Jason Fenner)
Date: Thu, 19 Apr 2007 09:30:10 -0400
Subject: [rt-users] 10 highest priority
In-Reply-To: <50ADA4843A8CBC4298F6D1E4B487CEC4057BD437@exchbe1sea.windows.marchex.com>
References: <2D3D2157189440469065F42BBF3F9B3B0139D9BA@NYC1MS01.lic.corp.freshdirect.com>
	<50ADA4843A8CBC4298F6D1E4B487CEC4057BD437@exchbe1sea.windows.marchex.com>
Message-ID: <46276EE2.10404@vitamix.com>

But where does Rows get defined at?

Patrick Turner wrote:
> I looked at that option too, but that's not the one.
> That increases the number of tickets shown on the Home page.
>
> What I meant was when you click on the "<x> highest priority tickets I
> own" used to be* customizable and would show 25/50/whatever the user
> selected.  So even though the home page is limited to 10 (by default),
> the link would take you to the larger list.
>
> I took a quick look at the code and there's this:
> share/html/Search/Results.html:
> -------------------
> # Some forms pass in "RowsPerPage" rather than "Rows"
> # We call it RowsPerPage everywhere else.
> if ( !$Rows && $ARGS{'RowsPerPage'} ) {
>     $Rows = $ARGS{'RowsPerPage'};
> }
> elsif ( !$Rows && defined $prefs->{'RowsPerPage'} ) {
>     $Rows = $prefs->{'RowsPerPage'};
> }
> else {
>     $Rows ||= 50;
> }
> -------------------
>
> If I copy the URL that gets generated when clicking on "highest
> priority", I get this:
> https://rt.marchex.com/Search/Results.html?Order=ASC%7CASC%7CASC%7CASC&Q
> uery=%20Owner%20%3D%20'270196'%20AND%20%20(%20%20Status%20%3D%20'new'%20
> OR%20Status%20%3D%20'open'%20)&Rows=10&OrderBy=id&Format='%3Ca%20href%3D
> %22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%
> 3A%23'%2C%0A'%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%
> 3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject'%2C%0A'__Priority__'%2C%0A'__Q
> ueueName__'%2C%0A'__ExtendedStatus__'&RowsPerPage=100
>
> Notice the RowsPerPage=100 and Rows=10.
>
> If I manually change Rows=10 to a higher value, it changes what's
> displayed, but otherwise it's limited to 10.  Which makes sense, since
> Rows trumps RowsPerPage in the code.  I guess the question is:  why can
> I not change the "Rows" definition?  Or, if it should take the last
> argument and the initial, default "Rows" is always 10, then
> "RowsPerPage" really just needs to be "Rows" and it'll work as desired. 
>
>
>
>
> *I honestly didn't use this feature much, since I try to keep my tickets
> in the 10 or less range and not have these particular issues, so I have
> to trust what my users are telling me.  :-)
>
>
> Patrick Turner
> Sysems Administrator - Corporate Operations
> Marchex, Inc.
>
> t 206.331.3492
> e pturner at marchex.com
>
>   
>> -----Original Message-----
>> From: Scott Golby [mailto:sgolby at freshdirect.com]
>> Sent: Friday, January 19, 2007 8:22 AM
>> To: Bob Goldstein; Patrick Turner
>> Cc: rt-users at lists.bestpractical.com
>> Subject: RE: [rt-users] 10 highest priority
>>
>>     
>>> Scroll to bottom.  See where it says "Rows per box" ?  Set it there.
>>>       
>> Do you mean Rows per Page ?
>>
>> I've got it set to Unlimited and it's displaying more than 10 that's
>> for
>> sure (I had 15 tickets the other day and it was fine), but it's a bit
>> odd it says 20 highest tickets in the top of the box.
>>
>> What I am having trouble with might be related, when doing a Ticket
>> Search say for a report, if I set it to Unlimited to make a big long
>> page, I get page lengths of 50 tickets and a Next link down the
>>     
> bottom.
>   
>> Not major, but it would be nice to have that work for printing
>> everything quickly.
>>
>> - Scott
>>     
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   




From theillien at yahoo.com  Thu Apr 19 09:39:51 2007
From: theillien at yahoo.com (Mathew)
Date: Thu, 19 Apr 2007 09:39:51 -0400
Subject: [rt-users] How to get CustomFields to tickets list?
In-Reply-To: <Pine.LNX.4.44.0704191500220.528-100000@nemesis>
References: <Pine.LNX.4.44.0704191500220.528-100000@nemesis>
Message-ID: <46277127.50409@yahoo.com>

I don't really *know* the answer but every time I see a custom field
being addressed it looks like CF.{FieldName}

Mathew

Petr Grolmus wrote:
> Hello,
> 
> does anyone know how to get values from CustomField to the tickets list?
> I found that I need to modify the $DefaultSearchResultFormat in
> RT_SiteConfig, but I cannot figure how to force RT print values of custom
> field named "Area". I tried something like this:
> 
> Set ($DefaultSearchResultFormat, qq{
>     '<B><A
> HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
>     '<B><A
> HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
>     Status,
>     QueueName,
>     OwnerName,
>     Priority,
>     CustomField{Area},
>     '__NEWLINE__',
>     '',
>     '<small>__Requestors__</small>',
>     '<small>__CreatedRelative__</small>',
>     '<small>__ToldRelative__</small>',
>     '<small>__LastUpdatedRelative__</small>',
>     '<small>__TimeLeft__</small>',
>     ''});
> 
> Even several next possible modification such as:
> CustomField{\"Area\"}
> '__CustomField{Area}__'
> '__CustomField{"Area"}__'
> 
> I've tried to change CustomField to CF - in regular expression should work
> both ways - but nothing helped :(
> 
> I'm using RT 3.6.1 from Debian Linux.
> 
> Thanx,
> -indy
> 
> --------------------------------------------------------------------------
>  Petr Grolmus
> 
>  Laboratory for Computer Science
>  University of West Bohemia
>  Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632 851
>  Czech Republic                                    E-mail: indy at civ.zcu.cz
> --------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Kuehne-Nagel.com  Thu Apr 19 09:44:37 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 19 Apr 2007 15:44:37 +0200
Subject: AW: [rt-users] Auto create multiple child tickets from one request
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039431428C@w3hamboex11.ger.win.int.kn>

If you like to do this automatically, use a scip oncreate with option create tickets and a template that create the ticket in a queue you need. Look around at the wiki, there are many hints for approval creation, its the same only different ticket type.

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: RT-Users at lists.bestpractical.com <RT-Users at lists.bestpractical.com>
Sent: Thu Apr 19 14:53:27 2007
Subject: [rt-users] Auto create multiple child tickets from one request





Hello,
I've implemented "spawn child ticket" and that works well, but now I have a
requirement to automatically create multiple tickets from one request.
We mainly use RT internally and now we have a requirement for a "New
Employee" Ticket
Depending upon a multi-select custom field, child tickets would be created
so work can be done by various groups/people.
e.g.
Install PC,
Set up Phone,
Create email account,
Set up various applications accounts, etc.

Has anyone done anything similar?

Any help would be appreciated.

Thanks,

Steve McStravick
Business Systems Analyst - MES
BreconRidge
www.breconridge.com

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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From ktm at rice.edu  Thu Apr 19 09:52:19 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 19 Apr 2007 08:52:19 -0500
Subject: [rt-users] Collapsed View of Ticket?
In-Reply-To: <46276AD8.2030200@bluenoteweb.com>
References: <2EEEB63A86187C4B9E91870B0C66AB8802B41BDC@EXCHANGE1.university.brighton.ac.uk>
	<20070419124901.GG19464@it.is.rice.edu>
	<46276AD8.2030200@bluenoteweb.com>
Message-ID: <20070419135219.GH19464@it.is.rice.edu>

Chris,

We have been using the "reverse history ordering" to help put the
item that needs work at the top of the History display. I do agree
with you that to make this responsive, having the browser use
javascript to hide the content until needed would be optimal and
minimize rt/db roundtrip communication.

Ken

On Thu, Apr 19, 2007 at 08:12:56AM -0500, Chris Dunning wrote:
> Ken -
> 
>     I don't know what David's specific needs are, but this could be very
> useful for my situation.  We often have tickets that involve a lot of
> back-and-forth with the customer to determine what the problem is and
> what we need to do about it.  Once the problem is defined and a task is
> defined, the ticket may be passed to someone else to actually complete
> the task.  In such cases, it would be useful to show a collapsed view
> like David is suggesting so that the person actually doing the work can
> know at a glance what needs to be done.  We also have clients on insist
> on quoting 8 pages of text for a 1 sentence reply and it would be handy
> to have a "hide" link to put that away.  Neither of these are really
> "needs", but would be nice additions to the UI.  David may have
> other/better reasons.
> 
>     The existing "show" links open the target in a new window.  For
> showing the full email with headers that makes sense, but on this
> collapsed view I would rather see it done with javascript.  It could be
> done by loading the entire page, marking the "collapsed" sections with
> visibility=hidden, or by loading some placeholder cells and using
> ajax-like techniques and the existing REST interface to retrieve the
> text as it's needed.  In either case it would not be hard to write a
> looping function to "show all" or "hide all."
> 
>     I could write the HTML and JavaScript to make this happen if someone
> else can provide the Perl.  I already have JavaScript systems in place
> that interface with RT's REST interface for our internal time tracking
> and billing systems.
> 
> Kenneth Marshall wrote:
> > David,
> >
> > What is the use case for this? The transaction headers without the
> > content seems to be not very useful. That means that everyone will
> > be clicking the "show" button for transaction content after transaction
> > content. I can assure you that unless you are fortunate enough to have
> > robotic automatons as your users who can be programatically trained,
> > you will need to routinely look at far more that just the headers.
> > That being said, we have setup a couple of toggles that control the
> > verbosity of the ticket display, but without your use-case it is hard
> > to determine if these changes would be applicable.
> >
> > Ken
> >
> > On Thu, Apr 19, 2007 at 01:35:25PM +0100, D.J.Rickard at brighton.ac.uk wrote:
> >   
> >> Just giving this a bump in case anyone has any ideas...
> >>
> >>
> >>     
> >>> As a user of other systems just starting to look at RT, can someone
> >>> please point me in the right direction here?
> >>>
> >>> What I want to do is make the default view of an individual ticket to
> >>> just display the transaction headers and use the [show] style of link
> >>> that you get with emails to display the transaction content.  It would
> >>> be nice to be able to switch between the standard expanded view and
> >>>       
> >> the
> >>     
> >>> collapsed view as well.
> >>>
> >>> I appreciate this will probably require local configuration, but would
> >>> appreciate a pointer or to know if anyone else has done this?
> >>>
> >>> 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
> >   
> 
> 


From D.J.Rickard at brighton.ac.uk  Thu Apr 19 10:31:30 2007
From: D.J.Rickard at brighton.ac.uk (D.J.Rickard at brighton.ac.uk)
Date: Thu, 19 Apr 2007 15:31:30 +0100
Subject: [rt-users] Collapsed View of Ticket?
In-Reply-To: <20070419124901.GG19464@it.is.rice.edu>
References: <2EEEB63A86187C4B9E91870B0C66AB8802B41BDC@EXCHANGE1.university.brighton.ac.uk>
	<20070419124901.GG19464@it.is.rice.edu>
Message-ID: <2EEEB63A86187C4B9E91870B0C66AB8802B41C4C@EXCHANGE1.university.brighton.ac.uk>

Ken, no - no robots here! (well, maybe a few...)

Maybe I have got the description wrong, what I am looking for is to
condense the view so that what you see is a summary of the transactions
on a ticket then you can "show" the details.  This would make it easy to
scan the whole ticket just reading the items that interest you.  I would
also want it to be toggled on/off for the times you want to read the
whole ticket.  It just makes it easy to get an overview of what has
happened on a ticket rather than trawling through potentially long
entries, such as log files and so on,

I was looking at the way the automatic entries for emails are displayed,
so the collapsed entry would need the subject line to have been entered
meaningfully rather than accepting the default, or maybe to show a
"transaction type" custom field instead, so a ticket would look like
this:

[Heading details.....]

# date, time   djr - Ticket created

# date, time   djr - investigated                                [show]
# date, time   RT  - email sent                                  [show]
# date, time   abc - note                                        [show]
# date, time   djr - change applied                              [show]
# date, time   RT  - email sent                                  [show]
# date, time   djr - resolved


In the first instance I was just looking for the overview style of
ticket display.

Maybe the toggles you say you have in use would be what I need?


 
David Rickard

-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: 19 April 2007 13:49
To: Rickard David
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Collapsed View of Ticket?

David,

What is the use case for this? The transaction headers without the
content seems to be not very useful. That means that everyone will
be clicking the "show" button for transaction content after transaction
content. I can assure you that unless you are fortunate enough to have
robotic automatons as your users who can be programatically trained,
you will need to routinely look at far more that just the headers.
That being said, we have setup a couple of toggles that control the
verbosity of the ticket display, but without your use-case it is hard
to determine if these changes would be applicable.

Ken


From lbarajas at mixbaal.com  Thu Apr 19 10:48:45 2007
From: lbarajas at mixbaal.com (Luis Barajas)
Date: Thu, 19 Apr 2007 09:48:45 -0500
Subject: [rt-users] RTFM spanish language
In-Reply-To: <46266D76.7070705@bestpractical.com>
References: <4612BE9C.6080508@mixbaal.com> <461AB9C2.3080701@mixbaal.com>
	<46266D76.7070705@bestpractical.com>
Message-ID: <4627814D.9080908@mixbaal.com>

It works too!

Jesse Vincent wrote:
> Luis Barajas wrote:
>> Just like:
>>
>> http://lists.bestpractical.com/pipermail/rt-users/2007-April/045228.html
>>
>> It works if I place the es.po file in
>>
>> /opt/rt3/local/po
>>
>> instead of the default:
>>
>> /opt/rt3/local/po/FM/RTFM
>>
> What if you put it in
>
> /opt/rt3/local/po/RTFM/ ?
>
> Best,
> Jesse
>
>
>


From indy at civ.zcu.cz  Thu Apr 19 11:01:18 2007
From: indy at civ.zcu.cz (Petr Grolmus)
Date: Thu, 19 Apr 2007 17:01:18 +0200 (CEST)
Subject: [rt-users] How to get CustomFields to tickets list?
In-Reply-To: <46277127.50409@yahoo.com>
Message-ID: <Pine.LNX.4.44.0704191700410.528-100000@nemesis>

It works! :)

Thanx,
-indy

> I don't really *know* the answer but every time I see a custom field
> being addressed it looks like CF.{FieldName}
>
> Mathew
>
> Petr Grolmus wrote:
> > Hello,
> >
> > does anyone know how to get values from CustomField to the tickets list?
> > I found that I need to modify the $DefaultSearchResultFormat in
> > RT_SiteConfig, but I cannot figure how to force RT print values of custom
> > field named "Area". I tried something like this:
> >
> > Set ($DefaultSearchResultFormat, qq{
> >     '<B><A
> > HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
> >     '<B><A
> > HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
> >     Status,
> >     QueueName,
> >     OwnerName,
> >     Priority,
> >     CustomField{Area},
> >     '__NEWLINE__',
> >     '',
> >     '<small>__Requestors__</small>',
> >     '<small>__CreatedRelative__</small>',
> >     '<small>__ToldRelative__</small>',
> >     '<small>__LastUpdatedRelative__</small>',
> >     '<small>__TimeLeft__</small>',
> >     ''});
> >
> > Even several next possible modification such as:
> > CustomField{\"Area\"}
> > '__CustomField{Area}__'
> > '__CustomField{"Area"}__'
> >
> > I've tried to change CustomField to CF - in regular expression should work
> > both ways - but nothing helped :(
> >
> > I'm using RT 3.6.1 from Debian Linux.
> >
> > Thanx,
> > -indy
> >
> > --------------------------------------------------------------------------
> >  Petr Grolmus
> >
> >  Laboratory for Computer Science
> >  University of West Bohemia
> >  Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632 851
> >  Czech Republic                                    E-mail: indy at civ.zcu.cz
> > --------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >
>

                                              Petr Grolmus

--------------------------------------------------------------------------
 Petr Grolmus

 Laboratory for Computer Science
 University of West Bohemia
 Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632 851
 Czech Republic                                    E-mail: indy at civ.zcu.cz
--------------------------------------------------------------------------



From tcarcelen at gmail.com  Thu Apr 19 11:06:23 2007
From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=)
Date: Thu, 19 Apr 2007 17:06:23 +0200
Subject: [rt-users] RTFM 2.0.4: Associating custom fields with classes
Message-ID: <7123c5c40704190806m75745f47oa85b076c72e54137@mail.gmail.com>

Hi all,
I am running RTFM 2.0.4 and I have the following problem when I try to
associate a Custom field (type TextSingle) to a class:

*System error*
 *error:*  Can't locate object method "HasEntry" via package
"RT::CustomFields" at
/usr/share/request-tracker3.4/html/RTFM/Admin/Classes/CustomFields.html
line 86.
 *context:*   *...*
  *82:*  # Go through and delete all the custom field relationships that
this class  *83:*  # no longer has  *84:*
  *85:*
  *86:*  if ($ClassCFs->HasEntry($cf->Id)) {  *87:*  unless (defined
$ARGS{"Class-".$ClassObj->Id."-CF-".$cf->Id} ) {  *88:*  my ($val, $msg) =
$cf->RemoveFromClass($ClassObj->Id);  *89:*  push (@results, $msg);  *90:*
  *...*
   *code stack:*  /usr/share/request-tracker3.4
/html/RTFM/Admin/Classes/CustomFields.html:86
/usr/share/request-tracker3.4/html/autohandler:215
I have added use RT::CustomFields but I have no sucess

use RT::FM::Class;
use RT::FM::CustomFieldCollection;
use RT::FM::ClassCustomField;
use RT::CustomField;

my $ClassObj = new RT::FM::Class( $session{'CurrentUser'} );
my ( $title, @results );
$ClassObj->Load($ARGS{'id'}) || $m->comp("/RTFM/Elements/Error", Why =>
"Couldn't load class '$id'");
my $ClassCFs = $ClassObj->CustomFields;
my $CustomFields = RT::FM::CustomFieldCollection->new(
$session{'CurrentUser'} );
$CustomFields->UnLimit;
$title = loc( 'Edit Custom Fields for Class [_1]', $ClassObj->Name );

if ($ARGS{'UpdateCFs'} ) {
while (my $cf = $CustomFields->Next) {
    # Go through and delete all the custom field relationships that this
class
    # no longer has

if ($ClassCFs->HasEntry($cf->Id)) {
        unless (defined $ARGS{"Class-".$ClassObj->Id."-CF-".$cf->Id}  ) {
            my ($val, $msg) = $cf->RemoveFromClass($ClassObj->Id);
            push (@results,  $msg);


Can anyone help me?
Thanks in advance
Best Regards
Teresa
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From theillien at yahoo.com  Thu Apr 19 11:13:46 2007
From: theillien at yahoo.com (Mathew)
Date: Thu, 19 Apr 2007 11:13:46 -0400
Subject: [rt-users] How to get CustomFields to tickets list?
In-Reply-To: <Pine.LNX.4.44.0704191700410.528-100000@nemesis>
References: <Pine.LNX.4.44.0704191700410.528-100000@nemesis>
Message-ID: <4627872A.6070405@yahoo.com>

I guess I know more than I though ;)

Mathew

Petr Grolmus wrote:
> It works! :)
> 
> Thanx,
> -indy
> 
>> I don't really *know* the answer but every time I see a custom field
>> being addressed it looks like CF.{FieldName}
>>
>> Mathew
>>
>> Petr Grolmus wrote:
>>> Hello,
>>>
>>> does anyone know how to get values from CustomField to the tickets list?
>>> I found that I need to modify the $DefaultSearchResultFormat in
>>> RT_SiteConfig, but I cannot figure how to force RT print values of custom
>>> field named "Area". I tried something like this:
>>>
>>> Set ($DefaultSearchResultFormat, qq{
>>>     '<B><A
>>> HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#',
>>>     '<B><A
>>> HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
>>>     Status,
>>>     QueueName,
>>>     OwnerName,
>>>     Priority,
>>>     CustomField{Area},
>>>     '__NEWLINE__',
>>>     '',
>>>     '<small>__Requestors__</small>',
>>>     '<small>__CreatedRelative__</small>',
>>>     '<small>__ToldRelative__</small>',
>>>     '<small>__LastUpdatedRelative__</small>',
>>>     '<small>__TimeLeft__</small>',
>>>     ''});
>>>
>>> Even several next possible modification such as:
>>> CustomField{\"Area\"}
>>> '__CustomField{Area}__'
>>> '__CustomField{"Area"}__'
>>>
>>> I've tried to change CustomField to CF - in regular expression should work
>>> both ways - but nothing helped :(
>>>
>>> I'm using RT 3.6.1 from Debian Linux.
>>>
>>> Thanx,
>>> -indy
>>>
>>> --------------------------------------------------------------------------
>>>  Petr Grolmus
>>>
>>>  Laboratory for Computer Science
>>>  University of West Bohemia
>>>  Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632 851
>>>  Czech Republic                                    E-mail: indy at civ.zcu.cz
>>> --------------------------------------------------------------------------
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
> 
>                                               Petr Grolmus
> 
> --------------------------------------------------------------------------
>  Petr Grolmus
> 
>  Laboratory for Computer Science
>  University of West Bohemia
>  Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632 851
>  Czech Republic                                    E-mail: indy at civ.zcu.cz
> --------------------------------------------------------------------------
> 
> 
> 


From jesse at bestpractical.com  Thu Apr 19 12:00:59 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Apr 2007 12:00:59 -0400
Subject: [rt-users] relogin necessary when new queue was created
In-Reply-To: <200704181859.38925.su@inubit.com>
References: <200704181859.38925.su@inubit.com>
Message-ID: <20070419160059.GP29719@bestpractical.com>




On Wed, Apr 18, 2007 at 06:59:38PM +0200, Stephan Uhlmann wrote:
> Hi,
> 
> when I create a new queue, every user has to logout and login to RT again to 
> actually see it.

RT caches this information per session (Though, I believe only for the new-ticket-in dropdown). One option would be to update html/Elements/SelectQueue to use a timed cache rather than a session one.

> 
> My users don't have to login for each session, because I changed to lifetime 
> of the session cookie. Also we add new queues than it's probably normal 
> (about once in a month). So it's very annoying for them to relogin just for 
> that.
> 
> Does anybody know a solution for this problem?
> 
> 
> Regards,
> 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  Thu Apr 19 11:40:37 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Apr 2007 11:40:37 -0400
Subject: [rt-users] RTFM spanish language
In-Reply-To: <462781F8.4050201@mixbaal.com>
References: 4612BE9C.6080508@mixbaal.com <461A8F85.6000905@mixbaal.com>
	<46266DF4.10900@bestpractical.com> <462781F8.4050201@mixbaal.com>
Message-ID: <46278D75.3060408@bestpractical.com>

Luis Barajas wrote:
> Great., but I have a new version with a lot of fields missing from the 
> original file.
> I am attaching it here
>

Hm. It looks like this got somewhat garbled in translation. (Also, it 
doesn't seem to contain new strings, just changes to existing ones). Is 
there any chance the wrong version got sent?

Best,
Jesse




From jesse at bestpractical.com  Thu Apr 19 11:45:01 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Apr 2007 11:45:01 -0400
Subject: [rt-users] RTFM 2.0.4 problem: "Extract to article" button
In-Reply-To: <7123c5c40704190327p145429e0s9010368e00c30cbc@mail.gmail.com>
References: <7123c5c40704190327p145429e0s9010368e00c30cbc@mail.gmail.com>
Message-ID: <46278E7D.3080406@bestpractical.com>

Teresa Carcel?n Fern?ndez wrote:
> Hi all!
> I am new in RT. I have RT 3.4.2 and RTFM 2.0.4 installed
> I should see an "Extract to article" button in the upper right hand 
> corner of RT's UI when working with tickets, but it does not happen
>
> Can anyone help me? Any clue?
>
> I thought I should migrate to RTFM 2.1.40 but I am not really sure 
> that be the problem
>
Can you try 2.2.0RC5?  ( 2.1.40 was pre-alpha).

-j

> Thanks in advance
>
> Best Regards
>
> Teresa





From gleduc at mail.sdsu.edu  Thu Apr 19 12:24:51 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 19 Apr 2007 09:24:51 -0700
Subject: [rt-users] Problems with scrips modifying custom filed
  values
In-Reply-To: <OF1290797C.12CEA424-ONC12572C2.0027E923-C12572C2.00284788@
	esa.int>
References: <OF1290797C.12CEA424-ONC12572C2.0027E923-C12572C2.00284788@esa.int>
Message-ID: <6.2.1.2.2.20070419090153.02d5c1e0@mail.sdsu.edu>

Hi Silvana,

Since you're suspecting that an extra transaction might be causing your 
problem, you probably need to find out what that extra transaction is.  The 
easiest way I've found to do this is to go into your rt3 database and look 
for the transaction number (from the rt log) in the Transactions table (I 
like Toad for accessing mysql from Windows).  The Type, Field, OldValue, 
and NewValue fields should get you started.  Don't be tempted to make any 
changes, though.

You also might want to double-check that the condition code in "scrip Y" is 
producing TRUE only when the first custom field changes value (not when any 
custom field changes):
   { my $x = 7; return ($self->TransactionObj->Type eq 'CustomField') && 
($self->TransactionObj->Field == $x); }
where $x is the field number for the first custom field.

Good luck!
Gene

At 12:19 AM 4/19/2007, Silvana.Giberti at esa.int wrote:
>I'm having problems with scrips modifying the values of 2 custom fields.
>
>The first custom field is created and assigned at ticket creation (by 
>scrip X), while the second custom field is updated whenever the first one 
>is modified (by scrip Y), that is after ticket creation and also everytime 
>the user modifes the first cf.
>
>What sometime happens is that scrip Y updates the second custom field 
>twice, that  is, a first time assigning the new value and then a second 
>time setting it back to its original value. Sometimes instead the same 
>scrips work properly on both custom fields, assigning the right value also 
>to the second one.
>
>The same scrips work always well when the custom fields are first created 
>and assigned the first value.
>
>Comparing the 2 cases in RT log file, it looks like there's an extra 
>transaction firing after the update of the second custom field, but I 
>can't tell what it does.
>
>The function I call to update the custom fields is the 
>"AddCustomFieldValue", from Record.pm.
>
>The custom fields are defined global for tickets in all queues.
>
>(RT 3.6.1, MySQL 4.1.12)
>
>Does anyone have an idea of what to do to fix this problem?
>
>Thanks,
>Silvana


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From ocraig at stillsecure.com  Thu Apr 19 12:53:47 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Thu, 19 Apr 2007 10:53:47 -0600
Subject: [rt-users] RT 3.6.3 Issue sending email to RT Queues
In-Reply-To: <Pine.LNX.4.64.0704181732510.6880@bambam.inf.ed.ac.uk>
References: <461BC5B2.6030103@graphicsys.com>
	<Pine.LNX.4.64.0704181732510.6880@bambam.inf.ed.ac.uk>
Message-ID: <1177001627.6920.265.camel@localhost.localdomain>

Yep, that's on my "RT annoyances" list too. No easy way to work around
in the present product except to add the second email address to the
ticket, in which case the person associated with those addresses will
get 2 copies of RT correspondence, one to each address. This is
sub-optimal.

IMnsHO, the "right" way to fix it is to change the RT schema so that it
allows a Principal (RT's name for a user entity) to be associated with
multiple email addresses, and change the code that determines whether a
particular email can be added to a ticket such that it checks all
addresses associated with the ticket's Principals when deciding whether
to allow ticket correspondence. (The email address which was originally
associated with the ticket would be the only one that received
correspondence, however.) 

This would still require knowing the email addresses in question in
advance (RT has no AI functionality capable of determining on-the-fly
that "ocraig at stillsecure.com" and "olc at cs.umass.edu" are the same
person, for instance :-) but at least the problem would only occur once
per customer. 

Unfortunately, for me this change (compared to all the customization I
need to do to our RT installation) is relatively low on the
effort-vs-value scale so right now it's in the bucket labeled "hope
someone else fixes this".

	Groentjes,
		Ole
On Wed, 2007-04-18 at 17:39 +0100, Alison Downie wrote:
> We recently upgraded to 3.6.1 on fc5 and are now seeing these messages
> for 
> some correspondence. I'm not sure if this helps you at all but I
> spotted 
> that it is only happening when the original requestor replies using a 
> different e-mail address e.g. the ticket is created for
> <user>@<domain>, 
> we send a message to them and they then reply as
> <user>@<machine>.<domain> 
> or even a completely different address. I'm assuming that at this
> point, 
> RT won't create a new user (since it's not a new ticket) which does
> make 
> sense. I would appreciate some advice on how to fix this, though!! 
-- 
/Ole Craig
Security Engineer
Team lead, customer support

ocraig at stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 fax

www.stillsecure.com



From su at inubit.com  Thu Apr 19 13:02:33 2007
From: su at inubit.com (Stephan Uhlmann)
Date: Thu, 19 Apr 2007 19:02:33 +0200
Subject: [rt-users] relogin necessary when new queue was created
In-Reply-To: <20070419160059.GP29719@bestpractical.com>
References: <200704181859.38925.su@inubit.com>
	<20070419160059.GP29719@bestpractical.com>
Message-ID: <200704191902.33185.su@inubit.com>

On Thursday, 19. April 2007 18:00, Jesse Vincent wrote:
> RT caches this information per session (Though, I believe only for the
> new-ticket-in dropdown). One option would be to update
> html/Elements/SelectQueue to use a timed cache rather than a session one.

Thanks for the info, Jesse.

Would it be possible to write a script which just removes the queue-caches 
from all session data? Then I could trigger that, each time I add a new 
queue.

If that's not a good idea, how much would performance be decreased if I 
disable caching in the SelectQueue entirely?

And who could help me implementing a solution for that? I don't know if its 
feasible to pay for development, but I'll ask my management.

Regards,
Stephan

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From jesse at bestpractical.com  Thu Apr 19 13:08:41 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Apr 2007 13:08:41 -0400
Subject: [rt-users] RT 3.6.3 Issue sending email to RT Queues
In-Reply-To: <1177001627.6920.265.camel@localhost.localdomain>
References: <461BC5B2.6030103@graphicsys.com>
	<Pine.LNX.4.64.0704181732510.6880@bambam.inf.ed.ac.uk>
	<1177001627.6920.265.camel@localhost.localdomain>
Message-ID: <20070419170841.GX29719@bestpractical.com>




On Thu, Apr 19, 2007 at 10:53:47AM -0600, Ole Craig wrote:
> Yep, that's on my "RT annoyances" list too. No easy way to work around
> in the present product except to add the second email address to the
> ticket, in which case the person associated with those addresses will
> get 2 copies of RT correspondence, one to each address. This is
> sub-optimal.

One option would be to use the RT::Extension::MergeUsers plugin to let
you merge the users.



From jesse at bestpractical.com  Thu Apr 19 13:43:14 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Apr 2007 13:43:14 -0400
Subject: [rt-users] relogin necessary when new queue was created
In-Reply-To: <200704191902.33185.su@inubit.com>
References: <200704181859.38925.su@inubit.com>
	<20070419160059.GP29719@bestpractical.com>
	<200704191902.33185.su@inubit.com>
Message-ID: <20070419174313.GA29719@bestpractical.com>




On Thu, Apr 19, 2007 at 07:02:33PM +0200, Stephan Uhlmann wrote:
> On Thursday, 19. April 2007 18:00, Jesse Vincent wrote:
> > RT caches this information per session (Though, I believe only for the
> > new-ticket-in dropdown). One option would be to update
> > html/Elements/SelectQueue to use a timed cache rather than a session one.
> 
> Thanks for the info, Jesse.
> 
> Would it be possible to write a script which just removes the queue-caches 
> from all session data? Then I could trigger that, each time I add a new 
> queue.

Sure, though that code is old enough that we know better ways to do the
same thing now. (Basically, I'd use $m->cache_self with a timeout of 10
minutes or something along those lines)

> 
> If that's not a good idea, how much would performance be decreased if I 
> disable caching in the SelectQueue entirely?

That I can't say. Depends a lot on how many queues you have. 


> And who could help me implementing a solution for that? I don't know if its 
> feasible to pay for development, but I'll ask my management.

<business guy>
Of course we could help you out, if you need it!
</business guy>

Best,
Jesse


From Steve_McStravick at BreconRidge.com  Thu Apr 19 13:55:08 2007
From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com)
Date: Thu, 19 Apr 2007 13:55:08 -0400
Subject: [rt-users] Auto create multiple child tickets from one request
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039431428C@w3hamboex11.ger.win.int.kn>
Message-ID: <OF481B8649.A96767E3-ON852572C2.00621241-852572C2.00626EB6@breconridge.com>





Thanks..I never thought of looking at approvals..works like a charm, now I
just need to wrap an if statement around somewhere to determine which
tickets need to be created based on a combobox custom field.

Steve McStravick
Business Systems Analyst - MES
BreconRidge
www.breconridge.com




                                                                           
             "Ham MI-ID,                                                   
             Torsten Brumm"                                                
             <torsten.brumm at Ku                                          To 
             ehne-Nagel.com>           <Steve_McStravick at BreconRidge.com>, 
                                       <RT-Users at lists.bestpractical.com>  
             04/19/2007 09:44                                           cc 
             AM                                                            
                                                                   Subject 
                                       AW: [rt-users] Auto create multiple 
                                       child tickets from one request      
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




If you like to do this automatically, use a scip oncreate with option
create tickets and a template that create the ticket in a queue you need.
Look around at the wiki, there are many hints for approval creation, its
the same only different ticket type.

Torsten





From tcarcelen at gmail.com  Thu Apr 19 14:06:44 2007
From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=)
Date: Thu, 19 Apr 2007 20:06:44 +0200
Subject: [rt-users] RTFM 2.0.4 problem: "Extract to article" button
In-Reply-To: <46278E7D.3080406@bestpractical.com>
References: <7123c5c40704190327p145429e0s9010368e00c30cbc@mail.gmail.com>
	<46278E7D.3080406@bestpractical.com>
Message-ID: <7123c5c40704191106i3990138cyd8b422bdbef28c3@mail.gmail.com>

Hi Jesse,
Thanks for your soon answer.
I am trying with the 2.2.0RC5 version without success.
These are the steps followed:
1. perl Makefile.PL   ==> Ok,
          Writing Makefile for RTFM
2.make install    ==> Ok,
3. make initdb   ==> Hmm, here is the problem. My db password is 'wibble'
and my db user is 'rtuser' but it seems it joins the db user and db password
in the password, I think so ....(this error can be found later and says
DBD::Pg::st execute failed: ERROR:  no existe el usuario "rtuserwibble")


/usr/bin/perl -Ilib -I/usr/share/request-tracker3.4/lib
/usr/local/share/request-tracker3.4/rt-setup-database --action schema
--datadir etc --datafile etc/initial_data --dba rtuser --dba-password wibble
--prompt-for-dba-password
In order to create or update your RT database,this script needs to connect
to your Pg instance on localhost as rtuser.
Please specify that user's database password below. If the user has no
database
password, just press return.
Password:
Creating database schema.
Done setting up database schema.
/usr/bin/perl -Ilib -I/usr/share/request-tracker3.4/lib
/usr/local/share/request-tracker3.4/rt-setup-database --action acl --datadir
etc --datafile etc/initial_data --dba rtuser --dba-password wibble
--prompt-for-dba-password
In order to create or update your RT database,this script needs to connect
to your Pg instance on localhost as rtuser.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password:
DBD::Pg::st execute failed: ERROR:  no existe el usuario "rtuserwibble"
Problem with statement:
 GRANT SELECT, INSERT, UPDATE, DELETE ON FM_Classes_id_seq to rtuserwibble;
ERROR:  no existe el usuario "rtuserwibble"
...returned with error: 65280
make: *** [initdb] Error 255


2007/4/19, Jesse Vincent <jesse at bestpractical.com>:
>
> Teresa Carcel?n Fern?ndez wrote:
> > Hi all!
> > I am new in RT. I have RT 3.4.2 and RTFM 2.0.4 installed
> > I should see an "Extract to article" button in the upper right hand
> > corner of RT's UI when working with tickets, but it does not happen
> >
> > Can anyone help me? Any clue?
> >
> > I thought I should migrate to RTFM 2.1.40 but I am not really sure
> > that be the problem
> >
> Can you try 2.2.0RC5?  ( 2.1.40 was pre-alpha).
>
> -j
>
> > Thanks in advance
> >
> > Best Regards
> >
> > Teresa
>
>
>
>
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From gleduc at mail.sdsu.edu  Thu Apr 19 14:20:25 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 19 Apr 2007 11:20:25 -0700
Subject: [rt-users] ACE to Suppress History display
In-Reply-To: <13529854.45761176977581112.JavaMail.root@unx-s-manc3>
References: <6.2.1.2.2.20070418134748.02d6c150@mail.sdsu.edu>
	<13529854.45761176977581112.JavaMail.root@unx-s-manc3>
Message-ID: <6.2.1.2.2.20070419111449.02dc6be8@mail.sdsu.edu>

Thanks for the pointer, Mikko.  After a few minutes of mangling 
SelfService/Display.html I was able to get it to display only the basic 
ticket info and fields  without the history.  It would be nice if this was 
available via a "Suppress History" ACL entry so that it could be applied to 
Requestor or Unprivileged selectively at the Global or Queue level.

At 03:13 AM 4/19/2007, Mikko Lipasti wrote:
>Take a look at SelfService.
>
>Just point your browser to http://your.rt.site/path_to_rt/SelfService/ (in 
>other words, just add "SelfService/" to your RT address).
>
>It appears to display history but you could just remove it. It wouldn't 
>affect your other users (who won't be using SelfService but the full 
>interface).
>
>
> > When the ticket is created, a login password is generated for the user and
> > he gets an acknowledgement e-mail with a link to the ticket and his login
> > credentials.  So he already has the rights to login to RT and see his
> > ticket (the ShowTicket right is granted to Requestor in the queue).  It
> > just shows him more than we want him to see.


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From jesse at bestpractical.com  Thu Apr 19 14:24:17 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Apr 2007 14:24:17 -0400
Subject: [rt-users] ACE to Suppress History display
In-Reply-To: <6.2.1.2.2.20070419111449.02dc6be8@mail.sdsu.edu>
References: <6.2.1.2.2.20070418134748.02d6c150@mail.sdsu.edu>
	<13529854.45761176977581112.JavaMail.root@unx-s-manc3>
	<6.2.1.2.2.20070419111449.02dc6be8@mail.sdsu.edu>
Message-ID: <20070419182417.GB29719@bestpractical.com>




On Thu, Apr 19, 2007 at 11:20:25AM -0700, Gene LeDuc wrote:
> Thanks for the pointer, Mikko.  After a few minutes of mangling 
> SelfService/Display.html I was able to get it to display only the basic 
> ticket info and fields  without the history.  It would be nice if this 
> was available via a "Suppress History" ACL entry so that it could be 
> applied to Requestor or Unprivileged selectively at the Global or Queue 
> level.

I'd very much like to do "Negative" ACLs eventually. I even think I know
how to do it, but, well, time is a precious commodity ;)

Best,
Jesse


From ocraig at stillsecure.com  Thu Apr 19 14:26:07 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Thu, 19 Apr 2007 12:26:07 -0600
Subject: [rt-users] Collapsed View of Ticket?
In-Reply-To: <2EEEB63A86187C4B9E91870B0C66AB8802B41C4C@EXCHANGE1.university.brighton.ac.uk>
References: <2EEEB63A86187C4B9E91870B0C66AB8802B41BDC@EXCHANGE1.university.brighton.ac.uk>
	<20070419124901.GG19464@it.is.rice.edu>
	<2EEEB63A86187C4B9E91870B0C66AB8802B41C4C@EXCHANGE1.university.brighton.ac.uk>
Message-ID: <1177007167.6920.286.camel@localhost.localdomain>

On Thu, 2007-04-19 at 15:31 +0100, D.J.Rickard at brighton.ac.uk wrote:
> aybe I have got the description wrong, what I am looking for is to
> condense the view so that what you see is a summary of the
> transactions
> on a ticket then you can "show" the details.  This would make it easy
> to
> scan the whole ticket just reading the items that interest you.  I
> would
> also want it to be toggled on/off for the times you want to read the
> whole ticket.  It just makes it easy to get an overview of what has
> happened on a ticket rather than trawling through potentially long
> entries, such as log files and so on,
> 

The way I see this being useful would be to have every transaction
toggled "closed" EXCEPT the most recent correspondence added. (Or
perhaps the most recent correspondence and also the most recent
comment.) 

I've noticed that tickets with many transactions take for-e-ver to load
(because each transaction is a separate DB query) so the idea would only
be worthwhile if it could be optimized such that transaction content is
only queried when the expansion is toggled. 

	just a thought,
		Ole

-- 
/Ole Craig
Security Engineer
Team lead, customer support

ocraig at stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 fax

www.stillsecure.com



From ocraig at stillsecure.com  Thu Apr 19 14:42:27 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Thu, 19 Apr 2007 12:42:27 -0600
Subject: [rt-users] RT 3.6.3 Issue sending email to RT Queues
In-Reply-To: <20070419170841.GX29719@bestpractical.com>
References: <461BC5B2.6030103@graphicsys.com>
	<Pine.LNX.4.64.0704181732510.6880@bambam.inf.ed.ac.uk>
	<1177001627.6920.265.camel@localhost.localdomain>
	<20070419170841.GX29719@bestpractical.com>
Message-ID: <1177008147.6920.291.camel@localhost.localdomain>

Jesse -
        Thanks! I hadn't seen that before. I'll give it a shot now that
I finally have hardware for an RT development system. 

(Originally setup RT as a proof-of-concept, we needed it, started using
it, and then I was faced with the quandaries inherent in doing piecemeal
development work on the production RT instance upon which my team came
to depend. Urk.)


On Thu, 2007-04-19 at 13:08 -0400, Jesse Vincent wrote:
> 
> 
> On Thu, Apr 19, 2007 at 10:53:47AM -0600, Ole Craig wrote:
> > Yep, that's on my "RT annoyances" list too. No easy way to work around
> > in the present product except to add the second email address to the
> > ticket, in which case the person associated with those addresses will
> > get 2 copies of RT correspondence, one to each address. This is
> > sub-optimal.
> 
> One option would be to use the RT::Extension::MergeUsers plugin to let
> you merge the users.
> 
-- 
/Ole Craig
Security Engineer
Team lead, customer support

ocraig at stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 fax

www.stillsecure.com



From gleduc at mail.sdsu.edu  Thu Apr 19 15:03:11 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 19 Apr 2007 12:03:11 -0700
Subject: [rt-users] Date-related warnings in RT log
Message-ID: <6.2.1.2.2.20070419115220.02dd3d20@mail.sdsu.edu>

I don't know whether this is a problem with my installation or if it's a 
well-known glitch, but I get a bunch of these warnings in my RT log.  They 
generally come when I do a bulk delete of tickets from a queue (once per 
ticket), but they show up at other times as well.

Here is the warning message:
[warning]: Use of uninitialized value in string ne at 
/opt/local/lib/RT/Interface/Web.pm line 1481. 
(/opt/local/lib/RT/Interface/Web.pm:1481)

And this is the code that is referenced in the warning:
         #If it's something other than just whitespace
         if ( $ARGSRef->{ $field . '_Date' } ne '' ) {

I also see these debug messages whenever I display the "Home" page in RT:
[Thu Apr 19 18:05:31 2007] [debug]: RT::Date used date::parse to make 
1970-01-01 28800 (/opt/local/lib/RT/Date.pm:211)

The debug messages might be related to the warnings, but I'm not good 
enough at decoding someone else's perl to be able to tell.  I'm not even 
that good at decoding my own perl code sometimes!

Regards,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From rgurung at cait.org  Thu Apr 19 15:47:28 2007
From: rgurung at cait.org (Raj K Gurung)
Date: Thu, 19 Apr 2007 14:47:28 -0500
Subject: [rt-users] RT344 -->RT log file shows different time
Message-ID: <1177012048.8863.5.camel@st06410722728.caituser.cait.org>

I have a problem with Time that shows in my RT log file.
The time in RT log file seems 5 hours faster than the system clock.
Also, I checked my RT_SiteConfig.pm file and configured with 
Set($Timezone,'US/Central')
(to make sure it is not creating the problem)

Still, I am having the same problem. Any body with similar problem or
answers....

TIU,



From crzy at start.no  Thu Apr 19 15:44:09 2007
From: crzy at start.no (=?ISO-8859-1?Q?Torbj=F8rn_Moen?=)
Date: Thu, 19 Apr 2007 21:44:09 +0200
Subject: [rt-users] RTGUI,
	a Graphical User Interface for Best Practical's Request Tracker
Message-ID: <4627C689.6030205@start.no>

Hi everyone.

We are a group of 4 bachelor students doing our final project in 
informatics/computer science. Our project is to make a java-based GUI 
for Request Tracker. The project will be handed in at the end of May, 
but development may continue after this date.

Our primary goal is to make an OS-independant application for ticket 
handling (creating and updating tickets) that will be used by the 
students employed by our school to help other students.

We would be very happy if some of you, the potential future users of 
RTGUI to give your opinions on how the application works, any unknown 
bugs, how things are placed and what you would have done different.

The application is available from our webside at 
http://hovedprosjekter.hig.no/v2007/imt/in/rtgui/files.html .


A little copy&paste from the README.

RTGUI, a Graphical User Interface for Best Practical's Request Tracker
----------------------------------------------------------------------

RTGUI [artee-gooey] is a new alternative graphical user interface for
Best Practical's Request Tracker. RTGUI will work as a alternate user
interface for the consultants working with resolving tickets. RTGUI will 
only
have features regarding ticket handling. Configuration of users and RT 
is not
planned implemented as of now.

This is just a milestone/preview release and is not a fully functioning
product. USE FOR TESTING ONLY!

Missing features / Known bugs:
- The use of RTs ACL.   (A user may see tickets he's not supposed to, but
                       changes will be discarded by RT)

- Queue Selection.      (The program displays all queues, but selecting/
                       deselecting doesn't do anything)

- User preferences.        (Set users mail address and signature)

- Merge ticket.            (The button exsist, but do nothing)

- UTF-8 support.

- Internationalization    (The source is set up for 
internationalization, but
                       this has not yet been implementet fully yet)

REQUIREMENTS:
------------------

o    Request Tracker 3.6.2 or later

      Request Tracker 3.4 and Request Tracker 3.6 prior to 3.6.2 may be
      patched to support RT-commandbymail extionsion. Request Tracker 3.6.2
      and later does not need patching

o    Request Tracker running a MySQL database
o    Commandbymail extension for RT by Jesse Vincent of Best Practical
o    All queues in RT must have the correct Reply and Comment Address



We have a mailing list at rtgui-user at list.hig.no  for user inputs, more 
info about that on http://list.hig.no

-- 
Best Regards
Torbj?rn Moen on behalf on the RTGUI developers
http://hovedprosjekter.hig.no/v2007/imt/in/rtgui/
Bugtracker: http://mantis.hig.no


From jesse at bestpractical.com  Thu Apr 19 16:08:19 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Apr 2007 16:08:19 -0400
Subject: [rt-users] RTGUI,
	a Graphical User Interface for Best Practical's Request Tracker
In-Reply-To: <4627C689.6030205@start.no>
References: <4627C689.6030205@start.no>
Message-ID: <48783D5F-0C22-4344-9453-3A2A856F5306@bestpractical.com>


On Apr 19, 2007, at 3:44 PM, Torbj?rn Moen wrote:

> Hi everyone.
>
> We are a group of 4 bachelor students doing our final project in  
> informatics/computer science. Our project is to make a java-based  
> GUI for Request Tracker. The project will be handed in at the end  
> of May, but development may continue after this date.
>

Torbj?rn,

I'm really excited to see your prject get started. How usable is the  
Alpha right now? What features should we play with? Which features  
should we avoid for now?

Best,

Jesse
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From ruslan.zakirov at gmail.com  Thu Apr 19 18:47:24 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 20 Apr 2007 02:47:24 +0400
Subject: [rt-users] ACE to Suppress History display
In-Reply-To: <6.2.1.2.2.20070418134748.02d6c150@mail.sdsu.edu>
References: <6.2.1.2.2.20070418134748.02d6c150@mail.sdsu.edu>
Message-ID: <589c94400704191547l2ea1e13cg189a5fb950b173d0@mail.gmail.com>

Why don't you use Comment/Correspond differences? Requestor can see
corresponds and cannot comments, so you can put things user shouldn't
see into comments. ShowTicketComments right control this.

On 4/19/07, Gene LeDuc <gleduc at mail.sdsu.edu> wrote:
> Hi All,
>
> Is there and ACL Right (or combination of rights) that I can use to take
> away the ability of a user to display ticket history?  When we send our
> user a link so that he can check the status of his ticket, we do not want
> him looking at the ticket history.  If we do allow him to see the history
> we are going to get endless "What does it mean when it says...?"
> questions.  All the user needs to know is that the ticket exists, its
> status, some dates - the basic stuff.  The RT Book wasn't much help for me
> and I haven't been able to make this happen through trial and error.
>
> A little bit more on this:
> When the ticket is created, a login password is generated for the user and
> he gets an acknowledgement e-mail with a link to the ticket and his login
> credentials.  So he already has the rights to login to RT and see his
> ticket (the ShowTicket right is granted to Requestor in the queue).  It
> just shows him more than we want him to see.
>
> Thanks,
> Gene
>
>
>
> --
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 gleduc at mail.sdsu.edu  Thu Apr 19 20:00:23 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 19 Apr 2007 17:00:23 -0700
Subject: [rt-users] ACE to Suppress History display
In-Reply-To: <589c94400704191547l2ea1e13cg189a5fb950b173d0@mail.gmail.co
 m>
References: <6.2.1.2.2.20070418134748.02d6c150@mail.sdsu.edu>
	<589c94400704191547l2ea1e13cg189a5fb950b173d0@mail.gmail.com>
Message-ID: <6.2.1.2.2.20070419155932.02e0b940@mail.sdsu.edu>

Thanks for your suggestion, Ruslan, but it still gives our users way too 
much to think about.

This project lets users request a DNS entry for a server.  The user fills 
out a web form, some sanity checking happens, and then if it looks good php 
sends the formatted data to RT via e-mail.  A ticket gets created in our 
DNS queue.  The user gets an e-mail saying that we've opened the ticket and 
we get an e-mail alerting us to the new ticket.  The user's e-mail has a 
link to the ticket plus a random password if it's the first time we've seen 
him; if he already has an account in RT then he can reply with RESET to get 
his password reset and mailed back to him (because he's probably forgotten 
it).  Once we've added his server to the DNS zone files, we close the 
ticket either by replying with OK to our e-mail or by setting the status to 
resolved using the RT web interface.  Both cases generate an e-mail to the 
user telling him that the DNS entries have been made.

When our user clicks on the link in his e-mail, we do not want him seeing 
the e-mail that came from php, the custom field transactions that we use to 
trigger scrips, the OK reply e-mail from us, the RESET replies from him, or 
anything else that is likely to generate a call asking for an 
explanation.  All we want him to see is the filled in fields of the ticket 
so he knows that it exists, that it has a due date, and that the due date 
is still in the future.  Anything else is going to generate unwanted calls, 
wasted explanations, and probably suggestions as to how he could put 
together a neat little MS Access program that would do it better.  In order 
to avoid all this we want to control what he sees - and in this case it 
means hiding everything that shows up under History.

The rights I've given are these:
   Requestor (Global) - SeeCustomField, SeeQueue, ShowTicket
   Everyone (DNS Queue) - CreateTicket, SeeQueue
   Requestor (DNS Queue) - ReplyToTicket, SeeQueue, ShowTicket

(I don't know why I ended up with SeeQueue and ShowTicket for Requestor in 
both Global and Queue contexts, but it works and I got tired of messing 
with ACLs.)

With the above rights, the user can see all of the stuff we don't want him 
to see in the ticket.  He sees the original e-mail (highly formatted for 
regex parsing) which he won't understand, the transactions for the custom 
fields, the status change from new to open, and possibly our OK and his 
RESET replies with all the quoted text that we were too lazy to remove.

What I've done is comment out parts of the SelfService/Display.html code so 
that the History part is skipped.  This was the only way I could figure out 
to keep the user away from the History stuff.  The beneficial side effects 
are that his tickets display much faster and I don't see "[crit] Mason" 
errors in my logs when he clicks out of the display page before the history 
finishes displaying.

At 03:47 PM 4/19/2007, Ruslan Zakirov wrote:
>Why don't you use Comment/Correspond differences? Requestor can see
>corresponds and cannot comments, so you can put things user shouldn't
>see into comments. ShowTicketComments right control this.
>
>On 4/19/07, Gene LeDuc <gleduc at mail.sdsu.edu> wrote:
>>Is there and ACL Right (or combination of rights) that I can use to take
>>away the ability of a user to display ticket history?  When we send our
>>user a link so that he can check the status of his ticket, we do not want
>>him looking at the ticket history.  If we do allow him to see the history
>>we are going to get endless "What does it mean when it says...?"
>>questions.  All the user needs to know is that the ticket exists, its
>>status, some dates - the basic stuff.  The RT Book wasn't much help for me
>>and I haven't been able to make this happen through trial and error.
>>
>>A little bit more on this:
>>When the ticket is created, a login password is generated for the user and
>>he gets an acknowledgement e-mail with a link to the ticket and his login
>>credentials.  So he already has the rights to login to RT and see his
>>ticket (the ShowTicket right is granted to Requestor in the queue).  It
>>just shows him more than we want him to see.
>>
>>Thanks,
>>Gene
>
>--
>Best regards, Ruslan.



From mikef at ack.berkeley.edu  Thu Apr 19 23:35:57 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Thu, 19 Apr 2007 20:35:57 -0700 (PDT)
Subject: [rt-users] RT344 -->RT log file shows different time
In-Reply-To: <1177012048.8863.5.camel@st06410722728.caituser.cait.org>
References: <1177012048.8863.5.camel@st06410722728.caituser.cait.org>
Message-ID: <20070419203005.O98772@malcolm.berkeley.edu>

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

On Thu, 19 Apr 2007 at 14:47 (-0500), Raj K Gurung wrote:

> I have a problem with Time that shows in my RT log file. The time in RT 
> log file seems 5 hours faster than the system clock. Also, I checked my 
> RT_SiteConfig.pm file and configured with Set($Timezone,'US/Central') 
> (to make sure it is not creating the problem)
>
> Still, I am having the same problem. Any body with similar problem or 
> answers....

Yes, the timezone used for logging is hardcoded as UTC in lib/RT.pm.  I 
put in a local fix that just changed 'gmtime(time)' to 'localtime(time)'. 
The code in RT.pm changed between 3.4.4 and 3.6.3, so that in the former 
there are two such references to be changed and in the latter only one.

The $Timezone variable, I believe, just affects the web interface.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From jbrodley at sumtotalsystems.com  Fri Apr 20 05:23:31 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Fri, 20 Apr 2007 02:23:31 -0700
Subject: [rt-users] DBIx::Searchbuilder issue
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CED1F@blv-exch1.sumtotalsystems.com>

We just got our oracle box working and I've gotten RT installed and all
the modules.  I had some inititial difficulty with DBD::Oracle but
finally got "make test" to complete without failures. But I'm still
getting the attached errors in my apache logs from DBIx::Searchbuilder.
I searched the mailing list archives and saw mention that this is
normally a problem with DBD::Oracle not being installed correctly.  Are
there other reasons I could be getting these errors or should I keep
looking at DBD::Oracle. 

 

I've also modified my ld.so.conf and suexec as recommended by person in
the archives with no luck. 

 

Any ideas would be greatly appreciated! This looks to be one of the last
bugs with this environment. 

 

Thanks in advance.

 

Justin Brodley

		

 

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From crzy at start.no  Fri Apr 20 06:45:17 2007
From: crzy at start.no (=?ISO-8859-1?Q?Torbj=F8rn_Moen?=)
Date: Fri, 20 Apr 2007 12:45:17 +0200
Subject: [rt-users] RTGUI, a Graphical User Interface for Best Practical's
	Request Tracker
In-Reply-To: <48783D5F-0C22-4344-9453-3A2A856F5306@bestpractical.com>
References: <4627C689.6030205@start.no>
	<48783D5F-0C22-4344-9453-3A2A856F5306@bestpractical.com>
Message-ID: <462899BD.7000304@start.no>

Jesse Vincent wrote:
>
> On Apr 19, 2007, at 3:44 PM, Torbj?rn Moen wrote:
>
>> Hi everyone.
>>
>> We are a group of 4 bachelor students doing our final project in 
>> informatics/computer science. Our project is to make a java-based GUI 
>> for Request Tracker. The project will be handed in at the end of May, 
>> but development may continue after this date.
>>
>
> Torbj?rn,
>
> I'm really excited to see your prject get started. How usable is the 
> Alpha right now? What features should we play with? Which features 
> should we avoid for now?
>
> Best,
>
> Jesse
Hi Jesse,
sorry for the late reply, but we had a "release party" last night. :)

A quick list of what does work:
- authentication against RT
- Displaying tickets
- Updateing tickets
- Creating new tickets
- Mabye more that I don't remember....

As far as we know (hehe) all features that is enabled should be working. 
So there is no features you should stay away from. But as stated 
earlier, there is no check against the ACL yet, so all users will be 
able to see and read all tickets of all queues in the database. All 
users will also be able to reply to all tickets (with no check against 
ACL), but the RT-system will discard all these.

A quick and simple description of how things are done. All data that we 
get from RT is collected directly from the MySQL database. All data that 
we put back in (create/update tickets) are done through the 
CommandByMail extension.

Hope this answered most of your questions.

-- 
Best Regards
Torbj?rn Moen on behalf on the RTGUI developers
http://hovedprosjekter.hig.no/v2007/imt/in/rtgui/
Bugtracker: http://mantis.hig.no


From pedro.santa at gmail.com  Fri Apr 20 07:01:18 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Fri, 20 Apr 2007 12:01:18 +0100
Subject: [rt-users] RT does not sent outgoing emails after migration
Message-ID: <566b419c0704200401s20124873xafe794080bdd5f87@mail.gmail.com>

Hi all,

I've just been testing around an RT migration from Debian to Debian,
and with the same RT version.

Is should be pretty straightforward. I've used the backup comand on
source machine:

"mysqldump --opt --add-drop-table -u <rtuser> -p<rtpass> -h localhost
<rtdb> > source-backup"

And the restore command on destination machine:

"mysql -u <rtuser> -p<rtpass> -h localhost < source-backup"

Problem is after I do that, all things are (apparently) restored minus
the outgoing email (autoreply and replies, so far)

My original machine keeps sending outgoing emails and functioning normally.

Any hints?

TIA.

The best regards,

Pedro Machado Santa
pedro.santa at gmail.com


From bestpractical at jon.limedaley.com  Fri Apr 20 07:06:48 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Fri, 20 Apr 2007 07:06:48 -0400 (EDT)
Subject: [rt-users] RT does not sent outgoing emails after migration
In-Reply-To: <566b419c0704200401s20124873xafe794080bdd5f87@mail.gmail.com>
References: <566b419c0704200401s20124873xafe794080bdd5f87@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.0704200705230.20105@orange.limedaley.com>

On Fri, 20 Apr 2007, Pedro Santa wrote:
> I've just been testing around an RT migration from Debian to Debian,
> and with the same RT version.
>
> Is should be pretty straightforward. I've used the backup comand on
> source machine:
>
> "mysqldump --opt --add-drop-table -u <rtuser> -p<rtpass> -h localhost
> <rtdb> > source-backup"
>
> And the restore command on destination machine:
>
> "mysql -u <rtuser> -p<rtpass> -h localhost < source-backup"
>
> Problem is after I do that, all things are (apparently) restored minus
> the outgoing email (autoreply and replies, so far)
>
> My original machine keeps sending outgoing emails and functioning normally.

 	Is there anything in the mail logs?  In RT's ticket history, does 
it say it sent the emails?  Perhaps your new installation is sending 
using the other domain, and so the emails are being denied somewhere?  You 
could try turning on more logging in RT in the RT_SiteConfig configuration 
file.


From pedro.santa at gmail.com  Fri Apr 20 07:33:35 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Fri, 20 Apr 2007 12:33:35 +0100
Subject: [rt-users] RT does not sent outgoing emails after migration
In-Reply-To: <Pine.LNX.4.64.0704200705230.20105@orange.limedaley.com>
References: <566b419c0704200401s20124873xafe794080bdd5f87@mail.gmail.com>
	<Pine.LNX.4.64.0704200705230.20105@orange.limedaley.com>
Message-ID: <566b419c0704200433r3d001dd9o2a09ddcc0d422626@mail.gmail.com>

Howdy,

On 20/04/07, Jon Daley <bestpractical at jon.limedaley.com> wrote:
> Is there anything in the mail logs?
I use postfix, and there's nothing logging an outgoing email.


> In RT's ticket history, does it say it sent the emails?
Like on ticket view? On ticket view does not says anything about an
outgoing email, unlike the original machine which says "Outgoing
Message Recorded".

>You could try turning on more logging in RT in the RT_SiteConfig
configuration file.
I added that config (as in
http://wiki.bestpractical.com/index.cgi?Debug) and the log is still
empty. :(

I will proceed investigating further. Thanks!

--
Pedro Machado Santa


From bestpractical at jon.limedaley.com  Fri Apr 20 07:38:25 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Fri, 20 Apr 2007 07:38:25 -0400 (EDT)
Subject: [rt-users] RT does not sent outgoing emails after migration
In-Reply-To: <566b419c0704200433r3d001dd9o2a09ddcc0d422626@mail.gmail.com>
References: <566b419c0704200401s20124873xafe794080bdd5f87@mail.gmail.com>
	<Pine.LNX.4.64.0704200705230.20105@orange.limedaley.com>
	<566b419c0704200433r3d001dd9o2a09ddcc0d422626@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.0704200735550.20105@orange.limedaley.com>

On Fri, 20 Apr 2007, Pedro Santa wrote:
> I added that config (as in 
> http://wiki.bestpractical.com/index.cgi?Debug) and the log is still 
> empty. :(

 	That sounds strange.  I have my log set to the following, and I 
get various messages that aren't particularly errors, (ie. notices, I 
suppose) so if you have it set to debug, I would expect lots of stuff. 
Maybe you haven't restarted apache/RT quite right to get it to read the 
config file?  Or maybe a permission issue - I'd try setting the file 
permissions to 777.

@LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf);
Set($LogToSyslog    , 'error');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'notice');
Set($LogDir, '/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log



From andree.kupka at yahoo.com  Fri Apr 20 07:35:54 2007
From: andree.kupka at yahoo.com (Andree Kupka)
Date: Fri, 20 Apr 2007 04:35:54 -0700 (PDT)
Subject: [rt-users] Forward tickets as mails to 3rd party's
Message-ID: <80989.22936.qm@web59006.mail.re1.yahoo.com>

Hello,



we need sometimes to forward tickets as mails to 3rd party's who don't work with RT. Ok we can work with CC, but some of our colleagues and supplier did not react on mails when they are only in CC.



I found this threat but unfortunately this is only with CC mails http://www.gossamer-threads.com/lists/rt/users/49501?search_string=forward;#49501



Any idea how to do? 



Thanks

Andree






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


From crzy at start.no  Fri Apr 20 08:13:36 2007
From: crzy at start.no (=?ISO-8859-1?Q?Torbj=F8rn_Moen?=)
Date: Fri, 20 Apr 2007 14:13:36 +0200
Subject: [rt-users] RTGUI, a Graphical User Interface for Best Practical's
	Request Tracker
In-Reply-To: <46289D6D.8010709@brg.bg>
References: <4627C689.6030205@start.no>	<48783D5F-0C22-4344-9453-3A2A856F5306@bestpractical.com>
	<462899BD.7000304@start.no> <46289D6D.8010709@brg.bg>
Message-ID: <4628AE70.3070807@start.no>

Boris Jordanov wrote:
>
>>
>> A quick and simple description of how things are done. All data that 
>> we get from RT is collected directly from the MySQL database. All 
>> data that we put back in (create/update tickets) are done through the 
>> CommandByMail extension.
>
> Not very useful in an open environment (internet, public networks). To 
> make the database accessible from all over the net...
>
>
That's true. I'm not to familiar with global settings MySQL server, but 
you have the possibility to use wildcards when setting up the user with 
select rights on the database. That way you can at least restrict the 
user to only connect from certain IP addresses. I'm guessing you have 
some of those settings in the server settings also, but I'm not sure.

Since it's a requirement form our "employer" (Gj?vik University College) 
that this must be a stand-alone application we only had 2 choices. 
Either try to get the data from the RT web service or get the data 
directly from the MySQL database. We went for the second one. We have 
the possibility to do SSL encryption on the SQL connection, but this 
will still keep your MySQL server accessible......

If you or anyone else have a better solution for the problem we'll take 
that into consideration and mabye change the way things are done now.

-- 
Best Regards
Torbj?rn Moen on behalf on the RTGUI developers
http://hovedprosjekter.hig.no/v2007/imt/in/rtgui/
Bugtracker: http://mantis.hig.no


From rfh at pipex.net  Fri Apr 20 08:21:39 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Fri, 20 Apr 2007 13:21:39 +0100
Subject: [rt-users] Forward tickets as mails to 3rd party's
In-Reply-To: <80989.22936.qm@web59006.mail.re1.yahoo.com>
References: <80989.22936.qm@web59006.mail.re1.yahoo.com>
Message-ID: <4628B053.8090301@pipex.net>

Andree;
You can do that via scrips and templates, create a template similar to 
the auto-reply template if you like but at the very top add the line:
To: emailaddress at yourthirdparty
Then create a scrip on Create notify other recipients using your new 
template , and it should work.
Roy

Andree Kupka wrote:
> Hello,
>
>
>
> we need sometimes to forward tickets as mails to 3rd party's who don't work with RT. Ok we can work with CC, but some of our colleagues and supplier did not react on mails when they are only in CC.
>
>
>
> I found this threat but unfortunately this is only with CC mails http://www.gossamer-threads.com/lists/rt/users/49501?search_string=forward;#49501
>
>
>
> Any idea how to do? 
>
>
>
> Thanks
>
> Andree
>
>
>
>
>
>
> __________________________________________________
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   



From andree.kupka at yahoo.com  Fri Apr 20 08:58:15 2007
From: andree.kupka at yahoo.com (Andree Kupka)
Date: Fri, 20 Apr 2007 05:58:15 -0700 (PDT)
Subject: [rt-users] Forward tickets as mails to 3rd party's
Message-ID: <144858.41800.qm@web59005.mail.re1.yahoo.com>

Hi,

thanks, but unfortunately we have more than one 3rd party (approx 25).

Andree

----- Original Message ----
From: Roy El-Hames <rfh at pipex.net>
To: Andree Kupka <andree.kupka at yahoo.com>
Cc: rt-users at lists.bestpractical.com
Sent: Friday, April 20, 2007 2:21:39 PM
Subject: Re: [rt-users] Forward tickets as mails to 3rd party's

Andree;
You can do that via scrips and templates, create a template similar to 
the auto-reply template if you like but at the very top add the line:
To: emailaddress at yourthirdparty
Then create a scrip on Create notify other recipients using your new 
template , and it should work.
Roy

Andree Kupka wrote:
> Hello,
>
>
>
> we need sometimes to forward tickets as mails to 3rd party's who don't work with RT. Ok we can work with CC, but some of our colleagues and supplier did not react on mails when they are only in CC.
>
>
>
> I found this threat but unfortunately this is only with CC mails http://www.gossamer-threads.com/lists/rt/users/49501?search_string=forward;#49501
>
>
>
> Any idea how to do? 
>
>
>
> Thanks
>
> Andree
>
>
>
>
>
>
> __________________________________________________
> 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
>
>   





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


From Silvana.Giberti at esa.int  Fri Apr 20 08:42:29 2007
From: Silvana.Giberti at esa.int (Silvana.Giberti at esa.int)
Date: Fri, 20 Apr 2007 14:42:29 +0200
Subject: [rt-users] Problems with scrips modifying custom filed  values
In-Reply-To: <6.2.1.2.2.20070419090153.02d5c1e0@mail.sdsu.edu>
Message-ID: <OF2D27E279.EBDA864C-ONC12572C3.00430708-C12572C3.0045DCCB@esa.int>

I checked the condition code in both scrips, but they look right to me: 
they both check field number of the custom fields.

I looked at the Transaction table in the database and compared a 
successful case with a wrong one. What I can see is that for a successful 
update I only have 2 transaction, while 3 for the wrong case. Instead, it 
seems that for the good case, there is one more transaction of type 
"CustomField" at ticket creation time. Moreover, the transactions order is 
different.
I also noticed that scrips work well or not depending on the ticket 
itself, that is, if the scrip is successful the first time after the 
ticket creation, then it will never fail afterwords on the same ticket, 
and viceversa when it fails the first time.
In the end, it seems to me that the problem starts at ticket creation 
time, and maybe for the transaction execution timing. I also tried to 
force a different scrip order (by adding a number in the scrip name), but 
it doesn't seem to solve the problem.

Any other ideas on this issue?

Regards,
Silvana







Gene LeDuc <gleduc at mail.sdsu.edu> 
19/04/2007 18:24

To
Silvana.Giberti at esa.int
cc
RT-Users at lists.bestpractical.com
Subject
Re: [rt-users] Problems with scrips modifying custom filed  values





Hi Silvana,

Since you're suspecting that an extra transaction might be causing your 
problem, you probably need to find out what that extra transaction is.  
The easiest way I've found to do this is to go into your rt3 database and 
look for the transaction number (from the rt log) in the Transactions 
table (I like Toad for accessing mysql from Windows).  The Type, Field, 
OldValue, and NewValue fields should get you started.  Don't be tempted to 
make any changes, though.

You also might want to double-check that the condition code in "scrip Y" 
is producing TRUE only when the first custom field changes value (not when 
any custom field changes):
  { my $x = 7; return ($self->TransactionObj->Type eq 'CustomField') && 
($self->TransactionObj->Field == $x); }
where $x is the field number for the first custom field.

Good luck!
Gene

At 12:19 AM 4/19/2007, Silvana.Giberti at esa.int wrote:
I'm having problems with scrips modifying the values of 2 custom fields. 

The first custom field is created and assigned at ticket creation (by 
scrip X), while the second custom field is updated whenever the first one 
is modified (by scrip Y), that is after ticket creation and also everytime 
the user modifes the first cf. 

What sometime happens is that scrip Y updates the second custom field 
twice, that  is, a first time assigning the new value and then a second 
time setting it back to its original value. Sometimes instead the same 
scrips work properly on both custom fields, assigning the right value also 
to the second one. 

The same scrips work always well when the custom fields are first created 
and assigned the first value. 

Comparing the 2 cases in RT log file, it looks like there's an extra 
transaction firing after the update of the second custom field, but I 
can't tell what it does. 

The function I call to update the custom fields is the 
"AddCustomFieldValue", from Record.pm. 

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

(RT 3.6.1, MySQL 4.1.12) 

Does anyone have an idea of what to do to fix this problem? 

Thanks, 
Silvana 


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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From JoopvandeWege at mococo.nl  Fri Apr 20 09:09:21 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Fri, 20 Apr 2007 15:09:21 +0200
Subject: [rt-users] DBIx::Searchbuilder issue
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CED1F@blv-exch1.sumtotalsystems.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CED1F@blv-exch1.sumtotalsystems.com>
Message-ID: <4628BB81.9000007@mococo.nl>

Justin Brodley wrote:
> We just got our oracle box working and I?ve gotten RT installed and all 
> the modules.  I had some inititial difficulty with DBD::Oracle but 
> finally got ?make test? to complete without failures. But I?m still 
> getting the attached errors in my apache logs from DBIx::Searchbuilder. 
> I searched the mailing list archives and saw mention that this is 
> normally a problem with DBD::Oracle not being installed correctly.  Are 
> there other reasons I could be getting these errors or should I keep 
> looking at DBD::Oracle.
> 
>  
> 
> I?ve also modified my ld.so.conf and suexec as recommended by person in 
> the archives with no luck.
My guess is that the webserver owner doesn't know where to find the 
Oracle libraries. This usually means that ORACLE_HOME is not set.
One thing you could try is to sudo to your webserver user and see if you 
can start sqlplus and connect to Oracle.

Joop


From crzy at start.no  Fri Apr 20 09:15:37 2007
From: crzy at start.no (=?ISO-8859-1?Q?Torbj=F8rn_Moen?=)
Date: Fri, 20 Apr 2007 15:15:37 +0200
Subject: [rt-users] RTGUI, a Graphical User Interface for Best Practical's
	Request Tracker
In-Reply-To: <4628B137.2060408@bluenoteweb.com>
References: <4627C689.6030205@start.no>	<48783D5F-0C22-4344-9453-3A2A856F5306@bestpractical.com>	<462899BD.7000304@start.no>
	<46289D6D.8010709@brg.bg> <4628AE70.3070807@start.no>
	<4628B137.2060408@bluenoteweb.com>
Message-ID: <4628BCF9.8050604@start.no>

Chris Dunning wrote:
> Torbj?rn -
>
>     Depending on the definition of "stand alone application," my
> suggestion may or may not work, but I would look into using the REST
> interface that comes with RT.  You would be limited in that not all
> actions are supported but you can do basic things like pulling
> information about a ticket and replying to it.  This is dependent on
> having an HTTP connection to the server, which makes it not
> "standalone," but if you're dependent on a connection to the MySQL
> database that's not much different.  An advantage to this option is that
> RT handles the ACL checks for you.  If you handle the connection over
> HTTPS I think it would be very secure - at least as much as logging in
> directly to the ticket system through a browser.
>   
Hi

By "stand alone application" I mean an application that you start on 
your computer and not a web interface.

I'll take a look on the REST interface either at work or when I get 
home, but it sounds interesting. My only concern is whether it will be 
able to get all the information that we need in an OK way. I would say 
my first concern regarding this is queue handling and updating the view 
of tickets in main window.


-- 
Best Regards
Torbj?rn Moen on behalf on the RTGUI developers
http://hovedprosjekter.hig.no/v2007/imt/in/rtgui/
Bugtracker: http://mantis.hig.no



From bobg at uic.edu  Fri Apr 20 09:42:12 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Fri, 20 Apr 2007 08:42:12 -0500
Subject: [rt-users] RTGUI,
	a Graphical User Interface for Best Practical's Request Tracker 
In-Reply-To: Your message of "Fri, 20 Apr 2007 14:13:36 +0200."
	<4628AE70.3070807@start.no> 
Message-ID: <200704201342.l3KDgCwU008720@remora.cc.uic.edu>

>Boris Jordanov wrote:
>>
>>>
>>> A quick and simple description of how things are done. All data that 
>>> we get from RT is collected directly from the MySQL database. All 
>>> data that we put back in (create/update tickets) are done through the 
>>> CommandByMail extension.
>>
>> Not very useful in an open environment (internet, public networks). To 
>> make the database accessible from all over the net...
>>
>>
>That's true. I'm not to familiar with global settings MySQL server, but 
>you have the possibility to use wildcards when setting up the user with 
>select rights on the database. That way you can at least restrict the 
>user to only connect from certain IP addresses. I'm guessing you have 
>some of those settings in the server settings also, but I'm not sure.
>
>Since it's a requirement form our "employer" (Gj?vik University College) 
>that this must be a stand-alone application we only had 2 choices. 
>Either try to get the data from the RT web service or get the data 
>directly from the MySQL database. We went for the second one. We have 
>the possibility to do SSL encryption on the SQL connection, but this 
>will still keep your MySQL server accessible......
>
>If you or anyone else have a better solution for the problem we'll take 
>that into consideration and mabye change the way things are done now.
>

I do have a better suggestion, but it's too involved and complicated
to be of short term use to you.  That is, RT needs a network API
that you should use. It does have one, the REST/1.0 code used by
the existing command line interpreter, but that is not extensive
or extendable enough.  I have sketched some thoughts on this here:
  http://tigger.uic.edu/~bobg/rt_api.html
But I haven't had any time to write code and see how well it might work.

The reason the API is needed is not so much for security, but because
the official interpretation of the data _is_ the perl code.  If you
want to write a new java UI, you really want to be manipulating
the perl objects on the server, not the raw data.  (Doesn't
matter they are perl.  A remote machine would think of them
as 'server objects') That way, all the ACLs and other data
interpretation/enforcement are done properly and consistently,
particularly when RT is upgraded.

And, of course, such an API would make it much easier and safer
to integrate RT with other systems.  (My personal need is to
hookup RT with our account provisioning system.  Another is to
connect RT with a non-RTFM Knowledge Database.  I can also
imagine connecting RT with other (RT as well as non-RT) helpdesk
systems to share tickets. ) And, alternate UIs for specialized
purposes.

  bobg



From sturner at MIT.EDU  Fri Apr 20 09:51:38 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 20 Apr 2007 09:51:38 -0400
Subject: [rt-users] RTGUI, a Graphical User Interface for Best
	Practical's Request Tracker
In-Reply-To: <4628BCF9.8050604@start.no>
References: <4627C689.6030205@start.no>
	<48783D5F-0C22-4344-9453-3A2A856F5306@bestpractical.com>
	<462899BD.7000304@start.no> <46289D6D.8010709@brg.bg>
	<4628AE70.3070807@start.no> <4628B137.2060408@bluenoteweb.com>
	<4628BCF9.8050604@start.no>
Message-ID: <6.2.3.4.2.20070420094115.03c5c2b0@po14.mit.edu>

At Friday 4/20/2007 09:15 AM, Torbj?rn Moen wrote:

>Hi
>
>By "stand alone application" I mean an 
>application that you start on your computer and not a web interface.
>
>I'll take a look on the REST interface either at 
>work or when I get home, but it sounds 
>interesting. My only concern is whether it will 
>be able to get all the information that we need 
>in an OK way. I would say my first concern 
>regarding this is queue handling and updating 
>the view of tickets in main window.

Hi Torbj?rn,

You should definitely replace the direct database 
access with RT API calls. For one thing, not 
everyone uses mysql with RT, so building that dependency in is a problem.

But more importantly, even if you abstract the 
database interface, it's not just acls that 
you're bypassing by going directly to the 
database - it's the whole "business" logic built 
into RT. To make a usable app, you're going to 
have to replicate RT in your app. When RT 
changes, you're app will likely break and you'll 
have to replicate the RT changes in your app. 
It's not really a sustainable approach.

Steve




From pedro.santa at gmail.com  Fri Apr 20 10:03:24 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Fri, 20 Apr 2007 15:03:24 +0100
Subject: [rt-users] RT does not sent outgoing emails after migration
In-Reply-To: <Pine.LNX.4.64.0704200735550.20105@orange.limedaley.com>
References: <566b419c0704200401s20124873xafe794080bdd5f87@mail.gmail.com>
	<Pine.LNX.4.64.0704200705230.20105@orange.limedaley.com>
	<566b419c0704200433r3d001dd9o2a09ddcc0d422626@mail.gmail.com>
	<Pine.LNX.4.64.0704200735550.20105@orange.limedaley.com>
Message-ID: <566b419c0704200703s36f9fb3aw9096d0d22a99ce9c@mail.gmail.com>

Hi!

On 20/04/07, Jon Daley <bestpractical at jon.limedaley.com> wrote:
> Maybe you haven't restarted apache/RT quite right to get it to read the
> config file?
Doh! Was that. :)

Here's the log output when I send an email:
#################
[Fri Apr 20 13:58:05 2007] [debug]: Converting 'ISO-8859-1' to 'utf-8'
for text/plain - Send me an email!
 (/usr/share/request-tracker3.4/lib/RT/I18N.pm:225)
[Fri Apr 20 13:58:05 2007] [debug]: About to think about scrips for
transaction #50327
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154)
[Fri Apr 20 13:58:05 2007] [debug]: About to think about scrips for
transaction #50328
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154)
[Fri Apr 20 13:58:05 2007] [debug]: About to think about scrips for
transaction #50329
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154)
[Fri Apr 20 13:58:05 2007] [debug]: About to think about scrips for
transaction #50330
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154)
[Fri Apr 20 13:58:05 2007] [debug]: About to think about scrips for
transaction #50331
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154)
[Fri Apr 20 13:58:05 2007] [debug]: About to prepare scrips for
transaction #50331
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:158)
[Fri Apr 20 13:58:05 2007] [debug]: Found 0 scrips
(/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:354)
[Fri Apr 20 13:58:05 2007] [debug]: About to commit scrips for
transaction #50331
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167)
[Fri Apr 20 13:58:05 2007] [info]: Ticket 4532 created in queue
'General' by pedro.santa at gmail.com
(/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730)
#################

No email whatsoever. :/

I will try and figure the output of my source machine.

Thx and regards!

PMS


From pedro.santa at gmail.com  Fri Apr 20 10:12:14 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Fri, 20 Apr 2007 15:12:14 +0100
Subject: [rt-users] RT does not sent outgoing emails after migration
In-Reply-To: <566b419c0704200703s36f9fb3aw9096d0d22a99ce9c@mail.gmail.com>
References: <566b419c0704200401s20124873xafe794080bdd5f87@mail.gmail.com>
	<Pine.LNX.4.64.0704200705230.20105@orange.limedaley.com>
	<566b419c0704200433r3d001dd9o2a09ddcc0d422626@mail.gmail.com>
	<Pine.LNX.4.64.0704200735550.20105@orange.limedaley.com>
	<566b419c0704200703s36f9fb3aw9096d0d22a99ce9c@mail.gmail.com>
Message-ID: <566b419c0704200712q400def92g7a11616ccfa94136@mail.gmail.com>

Hi!

On 20/04/07, Pedro Santa <pedro.santa at gmail.com> wrote:
> [Fri Apr 20 13:58:05 2007] [info]: Ticket 4532 created in queue
> 'General' by pedro.santa at gmail.com
> (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730)
Major Doh! What a f*cking noob! I was aliasing them to General!

On the source machine the default Queue is Helpdesk. So General was
not configured to send outgoing emails.

It's working now.

Well, thanks for the logging tips though.

Sorry for taking your time Jon. :S (embaraced)

Regards.
Pedro Machado Santa


From jordanov at brg.bg  Fri Apr 20 10:25:18 2007
From: jordanov at brg.bg (Boris Jordanov)
Date: Fri, 20 Apr 2007 17:25:18 +0300
Subject: [rt-users] RTGUI, a Graphical User Interface for Best Practical's
	Request Tracker
In-Reply-To: <200704201342.l3KDgCwU008720@remora.cc.uic.edu>
References: <200704201342.l3KDgCwU008720@remora.cc.uic.edu>
Message-ID: <4628CD4E.5070901@brg.bg>

Yes, an API would be the best thing, so RT will become an "engine", a 
midleware. Hence the possibilities to extend it with User Interfaces, 
integration with anything you need...


From jesse at bestpractical.com  Fri Apr 20 11:07:29 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 20 Apr 2007 11:07:29 -0400
Subject: [rt-users] Forward tickets as mails to 3rd party's
In-Reply-To: <144858.41800.qm@web59005.mail.re1.yahoo.com>
References: <144858.41800.qm@web59005.mail.re1.yahoo.com>
Message-ID: <D88ADCE1-28B7-4270-B418-89A1709F6D45@bestpractical.com>


On Apr 20, 2007, at 8:58 AM, Andree Kupka wrote:

> Hi,
>
> thanks, but unfortunately we have more than one 3rd party (approx 25).
>
> Andree

It's a feature that we've implemented for RT 3.8. You should see it  
"Soon"

-jessse
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From andree.kupka at yahoo.com  Fri Apr 20 11:44:13 2007
From: andree.kupka at yahoo.com (Andree Kupka)
Date: Fri, 20 Apr 2007 08:44:13 -0700 (PDT)
Subject: [rt-users] Forward tickets as mails to 3rd party's
Message-ID: <632819.75077.qm@web59014.mail.re1.yahoo.com>

Cool, you know which question everybody will ask!

How soon is soon ;-))))

----- Original Message ----
From: Jesse Vincent <jesse at bestpractical.com>
To: Andree Kupka <andree.kupka at yahoo.com>
Cc: Roy El-Hames <rfh at pipex.net>; rt-users at lists.bestpractical.com
Sent: Friday, April 20, 2007 5:07:29 PM
Subject: Re: [rt-users] Forward tickets as mails to 3rd party's


On Apr 20, 2007, at 8:58 AM, Andree Kupka wrote:

> Hi,
>
> thanks, but unfortunately we have more than one 3rd party (approx 25).
>
> Andree

It's a feature that we've implemented for RT 3.8. You should see it  
"Soon"

-jessse




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


From jesse at bestpractical.com  Fri Apr 20 11:53:58 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 20 Apr 2007 11:53:58 -0400
Subject: [rt-users] Forward tickets as mails to 3rd party's
In-Reply-To: <632819.75077.qm@web59014.mail.re1.yahoo.com>
References: <632819.75077.qm@web59014.mail.re1.yahoo.com>
Message-ID: <C81C83EE-9F90-4C0F-AB16-59CCD1FDCCDE@bestpractical.com>


On Apr 20, 2007, at 11:44 AM, Andree Kupka wrote:

> Cool, you know which question everybody will ask!
>
> How soon is soon ;-))))


We don't tend to promise release dates. 
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From jbrodley at sumtotalsystems.com  Fri Apr 20 13:37:17 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Fri, 20 Apr 2007 10:37:17 -0700
Subject: [rt-users] DBIx::Searchbuilder issue
In-Reply-To: <4628BB81.9000007@mococo.nl>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CED1F@blv-exch1.sumtotalsystems.com>
	<4628BB81.9000007@mococo.nl>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CEFA7@blv-exch1.sumtotalsystems.com>

So I resolved this issue, but am still having the same string of errors as before. 

Is there any good way to test DBD::Oracle in the way the application is trying to make sure its connect as it should?


Justin Brodley?
Supervisor of DataCenter?Infrastructure?
SumTotal Systems, Inc. (Nasdaq: SUMT)
110-110th Ave NE Suite 700
Bellevue, WA 98004 
OFFICE +1 425 637 1506
FAX +1 425 455 3071
MOBILE +1 425 753 7033
EMAIL jbrodley at sumtotalsystems.com
MSN justin_brodley
?

-----Original Message-----
From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] 
Sent: Friday, April 20, 2007 6:09 AM
To: Justin Brodley
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] DBIx::Searchbuilder issue

Justin Brodley wrote:
> We just got our oracle box working and I've gotten RT installed and all 
> the modules.  I had some inititial difficulty with DBD::Oracle but 
> finally got "make test" to complete without failures. But I'm still 
> getting the attached errors in my apache logs from DBIx::Searchbuilder. 
> I searched the mailing list archives and saw mention that this is 
> normally a problem with DBD::Oracle not being installed correctly.  Are 
> there other reasons I could be getting these errors or should I keep 
> looking at DBD::Oracle.
> 
>  
> 
> I've also modified my ld.so.conf and suexec as recommended by person in 
> the archives with no luck.
My guess is that the webserver owner doesn't know where to find the 
Oracle libraries. This usually means that ORACLE_HOME is not set.
One thing you could try is to sudo to your webserver user and see if you 
can start sqlplus and connect to Oracle.

Joop



From jbrodley at sumtotalsystems.com  Fri Apr 20 13:42:29 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Fri, 20 Apr 2007 10:42:29 -0700
Subject: [rt-users] DBIx::Searchbuilder issue
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CEFA7@blv-exch1.sumtotalsystems.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CED1F@blv-exch1.sumtotalsystems.com><4628BB81.9000007@mococo.nl>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CEFA7@blv-exch1.sumtotalsystems.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CEFB7@blv-exch1.sumtotalsystems.com>

I have ran this code TWO_TASK=FOO perl -MDBI -le 'DBI->connect("DBI:Oracle:", "rt3", "rt3")' and have received no error back, which I assume "no error" is good news.


Justin Brodley?
Supervisor of DataCenter?Infrastructure?
SumTotal Systems, Inc. (Nasdaq: SUMT)
110-110th Ave NE Suite 700
Bellevue, WA 98004 
OFFICE +1 425 637 1506
FAX +1 425 455 3071
MOBILE +1 425 753 7033
EMAIL jbrodley at sumtotalsystems.com
MSN justin_brodley
?


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Brodley
Sent: Friday, April 20, 2007 10:37 AM
To: Joop van de Wege
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] DBIx::Searchbuilder issue

So I resolved this issue, but am still having the same string of errors as before. 

Is there any good way to test DBD::Oracle in the way the application is trying to make sure its connect as it should?


Justin Brodley?
Supervisor of DataCenter?Infrastructure?
SumTotal Systems, Inc. (Nasdaq: SUMT)
110-110th Ave NE Suite 700
Bellevue, WA 98004 
OFFICE +1 425 637 1506
FAX +1 425 455 3071
MOBILE +1 425 753 7033
EMAIL jbrodley at sumtotalsystems.com
MSN justin_brodley
?

-----Original Message-----
From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] 
Sent: Friday, April 20, 2007 6:09 AM
To: Justin Brodley
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] DBIx::Searchbuilder issue

Justin Brodley wrote:
> We just got our oracle box working and I've gotten RT installed and all 
> the modules.  I had some inititial difficulty with DBD::Oracle but 
> finally got "make test" to complete without failures. But I'm still 
> getting the attached errors in my apache logs from DBIx::Searchbuilder. 
> I searched the mailing list archives and saw mention that this is 
> normally a problem with DBD::Oracle not being installed correctly.  Are 
> there other reasons I could be getting these errors or should I keep 
> looking at DBD::Oracle.
> 
>  
> 
> I've also modified my ld.so.conf and suexec as recommended by person in 
> the archives with no luck.
My guess is that the webserver owner doesn't know where to find the 
Oracle libraries. This usually means that ORACLE_HOME is not set.
One thing you could try is to sudo to your webserver user and see if you 
can start sqlplus and connect to Oracle.

Joop

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From crzy at start.no  Fri Apr 20 14:16:07 2007
From: crzy at start.no (=?ISO-8859-1?Q?Torbj=F8rn_Moen?=)
Date: Fri, 20 Apr 2007 20:16:07 +0200
Subject: [rt-users] RTGUI, a Graphical User Interface for Best Practical's
	Request Tracker
In-Reply-To: <200704201342.l3KDgCwU008720@remora.cc.uic.edu>
References: <200704201342.l3KDgCwU008720@remora.cc.uic.edu>
Message-ID: <46290367.5090508@start.no>

Bob Goldstein wrote:
>> Boris Jordanov wrote:
>>     
>>>> A quick and simple description of how things are done. All data that 
>>>> we get from RT is collected directly from the MySQL database. All 
>>>> data that we put back in (create/update tickets) are done through the 
>>>> CommandByMail extension.
>>>>         
>>> Not very useful in an open environment (internet, public networks). To 
>>> make the database accessible from all over the net...
>>>
>>>
>>>       
>> That's true. I'm not to familiar with global settings MySQL server, but 
>> you have the possibility to use wildcards when setting up the user with 
>> select rights on the database. That way you can at least restrict the 
>> user to only connect from certain IP addresses. I'm guessing you have 
>> some of those settings in the server settings also, but I'm not sure.
>>
>> Since it's a requirement form our "employer" (Gj?vik University College) 
>> that this must be a stand-alone application we only had 2 choices. 
>> Either try to get the data from the RT web service or get the data 
>> directly from the MySQL database. We went for the second one. We have 
>> the possibility to do SSL encryption on the SQL connection, but this 
>> will still keep your MySQL server accessible......
>>
>> If you or anyone else have a better solution for the problem we'll take 
>> that into consideration and mabye change the way things are done now.
>>
>>     
>
> I do have a better suggestion, but it's too involved and complicated
> to be of short term use to you.  That is, RT needs a network API
> that you should use. It does have one, the REST/1.0 code used by
> the existing command line interpreter, but that is not extensive
> or extendable enough.  I have sketched some thoughts on this here:
>   http://tigger.uic.edu/~bobg/rt_api.html
> But I haven't had any time to write code and see how well it might work.
>
> The reason the API is needed is not so much for security, but because
> the official interpretation of the data _is_ the perl code.  If you
> want to write a new java UI, you really want to be manipulating
> the perl objects on the server, not the raw data.  (Doesn't
> matter they are perl.  A remote machine would think of them
> as 'server objects') That way, all the ACLs and other data
> interpretation/enforcement are done properly and consistently,
> particularly when RT is upgraded.
>
> And, of course, such an API would make it much easier and safer
> to integrate RT with other systems.  (My personal need is to
> hookup RT with our account provisioning system.  Another is to
> connect RT with a non-RTFM Knowledge Database.  I can also
> imagine connecting RT with other (RT as well as non-RT) helpdesk
> systems to share tickets. ) And, alternate UIs for specialized
> purposes.
>
>   bobg

An API would be the best way to do this, but given that we need to 
produce a working application for the IT Service on 21st of May this 
probably won't happen from us until after that time.

Just to clear things up, we are not doing anything with the database 
except reading data. All updates and creation of new tickets are done 
through the CommandByMail extension. And from what I've seen from the 
changelogs, there have only been minor updates to the database in RT3.

-- 
Best Regards
Torbj?rn Moen on behalf on the RTGUI developers
http://hovedprosjekter.hig.no/v2007/imt/in/rtgui/
Bugtracker: http://mantis.hig.no


From jesse at bestpractical.com  Fri Apr 20 14:22:12 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 20 Apr 2007 14:22:12 -0400
Subject: [rt-users] RTGUI,
	a Graphical User Interface for Best Practical's Request Tracker
In-Reply-To: <46290367.5090508@start.no>
References: <200704201342.l3KDgCwU008720@remora.cc.uic.edu>
	<46290367.5090508@start.no>
Message-ID: <260151D4-2C86-48B3-8CC9-3EDCD08A680A@bestpractical.com>


On Apr 20, 2007, at 2:16 PM, Torbj?rn Moen wrote:

>
> An API would be the best way to do this, but given that we need to  
> produce a working application for the IT Service on 21st of May  
> this probably won't happen from us until after that time.
>

The existing REST webservices API should have what you need. What  
doesn't it have?

Best,
Jesse
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From crzy at start.no  Fri Apr 20 14:24:38 2007
From: crzy at start.no (=?ISO-8859-1?Q?Torbj=F8rn_Moen?=)
Date: Fri, 20 Apr 2007 20:24:38 +0200
Subject: [rt-users] RTGUI, a Graphical User Interface for Best  Practical's
	Request Tracker
In-Reply-To: <6.2.3.4.2.20070420094115.03c5c2b0@po14.mit.edu>
References: <4627C689.6030205@start.no>
	<48783D5F-0C22-4344-9453-3A2A856F5306@bestpractical.com>
	<462899BD.7000304@start.no> <46289D6D.8010709@brg.bg>
	<4628AE70.3070807@start.no> <4628B137.2060408@bluenoteweb.com>
	<4628BCF9.8050604@start.no>
	<6.2.3.4.2.20070420094115.03c5c2b0@po14.mit.edu>
Message-ID: <46290566.20200@start.no>

Stephen Turner wrote:
> At Friday 4/20/2007 09:15 AM, Torbj?rn Moen wrote:
>
>> Hi
>>
>> By "stand alone application" I mean an application that you start on 
>> your computer and not a web interface.
>>
>> I'll take a look on the REST interface either at work or when I get 
>> home, but it sounds interesting. My only concern is whether it will 
>> be able to get all the information that we need in an OK way. I would 
>> say my first concern regarding this is queue handling and updating 
>> the view of tickets in main window.
>
> Hi Torbj?rn,
>
> You should definitely replace the direct database access with RT API 
> calls. For one thing, not everyone uses mysql with RT, so building 
> that dependency in is a problem.
>
> But more importantly, even if you abstract the database interface, 
> it's not just acls that you're bypassing by going directly to the 
> database - it's the whole "business" logic built into RT. To make a 
> usable app, you're going to have to replicate RT in your app. When RT 
> changes, you're app will likely break and you'll have to replicate the 
> RT changes in your app. It's not really a sustainable approach.
>
> Steve
>

I'm aware of the "MySQL problems". The reason we're using MySQL only is
1. This is a milestone/preview release. Since none of us ever used RT, 
we need feedback on how things look and feel. Therefore this release
2. Our main priority until 21st of May is creating a product that works 
for the IT Service at Gj?vik University College, They use MySQL. Given 
that we still are missing some important features and have a 100+ page 
report to write, time could become an issue:p


About RT changes ..... From what I can see there has only been minor 
changes to the database since RT3-release.

-- 
Best Regards
Torbj?rn Moen on behalf on the RTGUI developers
http://hovedprosjekter.hig.no/v2007/imt/in/rtgui/
Bugtracker: http://mantis.hig.no


From rthompson at handmark.com  Fri Apr 20 14:57:52 2007
From: rthompson at handmark.com (Randy Thompson)
Date: Fri, 20 Apr 2007 13:57:52 -0500
Subject: [rt-users] [initialize database] Segmentation fault Problem
Message-ID: <46290D30.9030502@handmark.com>

Hi, all

I've successfully gone through the steps to do a manual installation of
rt-3.6.3.  However, I've run into a problem during the `make
initialize-database` phase.  I get a `Segmentation fault` during the
creation of the RT_System user.  Command output:

/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 bo01 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
Done setting up database ACLs.
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new
installation.
Creating system user...make: *** [initialize-database] Segmentation fault

I've searched the archives and haven't come up with anything specific to
this problem.  Searching Google came up with a reference to an older
version of rt (rt-3.2.x) that had an identical error.  It suggested
rebuilding DBI and DBD::mysql (which I have done), but I continue to
experience the same problem.  Unfortunately, Perl is exactly my
strong-point.  So, I'm kind of at a loss.  Any ideas or suggestions are
greatly appreciated!

Thanks,
Randy Thompson






From rthompson at handmark.com  Fri Apr 20 15:08:27 2007
From: rthompson at handmark.com (Randy Thompson)
Date: Fri, 20 Apr 2007 14:08:27 -0500
Subject: [Fwd: [rt-users] [initialize database] Segmentation fault Problem]
Message-ID: <46290FAB.5000801@handmark.com>

I should have added we're running Perl 5.8.7 to the original e-mail.

Randy Thompson

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From JStark at sumtotalsystems.com  Fri Apr 20 15:15:58 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Fri, 20 Apr 2007 12:15:58 -0700
Subject: [rt-users] RTGUI,
	a Graphical User Interface for Best Practical's Request Tracker
In-Reply-To: <260151D4-2C86-48B3-8CC9-3EDCD08A680A@bestpractical.com>
References: <200704201342.l3KDgCwU008720@remora.cc.uic.edu><46290367.5090508@start.no>
	<260151D4-2C86-48B3-8CC9-3EDCD08A680A@bestpractical.com>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC0329095A@mtn-exch1.sumtotalsystems.com>

Using REST  Web Services:
http://XXXX/REST/1.0/Forms/ticket/default?user=XXXX&pass=XXXX&id=249

I receive the following error:
	Can't use an undefined value as a HASH reference at /opt/rt3/share/html/REST/1.0/Forms/ticket/default line 178.

	Stack:
	  [/opt/rt3/share/html/REST/1.0/Forms/ticket/default:178]
	  [/opt/rt3/share/html/REST/1.0/autohandler:52]
	  [/opt/rt3/share/html/autohandler:292]

When I look at line 178 it is performing the following:
    push @data, [ Queue => $ticket->QueueObj->Name ] 


Any suggestions on what may be causing this?  I am passing a valid ticket id in.

 
-Stark
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
Sent: Friday, April 20, 2007 2:22 PM
To: Torbj?rn Moen
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RTGUI,a Graphical User Interface for Best Practical's Request Tracker


On Apr 20, 2007, at 2:16 PM, Torbj?rn Moen wrote:

>
> An API would be the best way to do this, but given that we need to 
> produce a working application for the IT Service on 21st of May this 
> probably won't happen from us until after that time.
>

The existing REST webservices API should have what you need. What doesn't it have?

Best,
Jesse


From dmbeethe at fedex.com  Fri Apr 20 15:10:35 2007
From: dmbeethe at fedex.com (Don Beethe)
Date: Fri, 20 Apr 2007 14:10:35 -0500
Subject: [rt-users] RE:[initialize database] Segmentation fault Problem
In-Reply-To: <20070420190920.CDB694D82FA@diesel.bestpractical.com>
Message-ID: <CBFD49490FF183498C0C74C2317C7FE507E7B20C@MEMEXCH06V.corp.ds.fedex.com>

 Check your RT_SiteConfig.pm for LogToDir and LogToFile... I was
thinking I saw this and once I configured that, it worked. 


From justin at cityfone.net  Fri Apr 20 15:27:23 2007
From: justin at cityfone.net (Justin Zygmont)
Date: Fri, 20 Apr 2007 12:27:23 -0700
Subject: [rt-users] cpan problem
Message-ID: <4629141B.3020200@cityfone.net>

I was surprised to have run into this problem, I have RHEL 4 and cannot 
seem to install Test::Simple to resolve the last remaining dependancies 
to install RT.  Here is what happens, can anyone see whats wrong here?

Thanks,



CPAN.pm: Going to build M/MS/MSCHWERN/Test-Simple-0.70.tar.gz


NOTE: There have been API changes between this version and any older
than version 0.48!  Please see the Changes file for details.


NOTE: The behavior of Test::More and threads has changed between this
version and any older than version 0.48!  Please see the Changes file
for details.

WARNING: LICENSE is not a known parameter.
Checking if your kit is complete...
Looks good
'LICENSE' is not a known MakeMaker parameter name.
Writing Makefile for Test::Simple
CPAN: YAML loaded ok (v0.62)
cp lib/Test/Builder/Tester/Color.pm blib/lib/Test/Builder/Tester/Color.pm
cp lib/Test/Simple.pm blib/lib/Test/Simple.pm
cp lib/Test/Builder.pm blib/lib/Test/Builder.pm
cp lib/Test/More.pm blib/lib/Test/More.pm
cp lib/Test/Builder/Tester.pm blib/lib/Test/Builder/Tester.pm
cp lib/Test/Builder/Module.pm blib/lib/Test/Builder/Module.pm
cp lib/Test/Tutorial.pod blib/lib/Test/Tutorial.pod
Manifying blib/man3/Test::Builder::Tester::Color.3pm
Manifying blib/man3/Test::Builder.3pm
Manifying blib/man3/Test::Simple.3pm
Manifying blib/man3/Test::More.3pm
Manifying blib/man3/Test::Builder::Module.3pm
Manifying blib/man3/Test::Builder::Tester.3pm
Manifying blib/man3/Test::Tutorial.3pm
   MSCHWERN/Test-Simple-0.70.tar.gz
   /usr/bin/make -- OK
Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" 
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/00signature.............WARNING: This key is not certified with a 
trusted signature!
Primary key fingerprint: 3669 19C5 3228 1283 6390  4112 58CA 2196 10F5 4327
t/00signature.............ok
t/00test_harness_check....ok
t/bad_plan................ok
t/bail_out................ok
t/buffer..................ok
t/Builder.................ok
t/carp....................ok
t/circular_data...........ok
t/create..................ok
t/curr_test...............ok
t/details.................ok
t/diag....................ok
t/eq_set..................ok
t/exit....................ok
t/extra...................ok
t/extra_one...............ok
t/fail-like...............ok
t/fail-more...............ok
t/fail....................ok
t/fail_one................ok
t/filehandles.............ok
t/fork....................ok
t/harness_active..........ok
t/has_plan................ok
t/has_plan2...............ok
t/import..................ok
t/is_deeply_fail..........ok
t/is_fh...................ok
t/maybe_regex.............ok
t/missing.................ok
t/More....................ok
t/no_diag.................ok
t/no_ending...............ok
t/no_header...............ok
t/no_plan.................ok
t/ok_obj..................ok
t/output..................ok
t/overload................ok
t/overload_threads........ok
         1/5 skipped: various reasons
t/plan....................ok
t/plan_bad................ok
t/plan_is_noplan..........ok
t/plan_no_plan............ok
         1/6 skipped: various reasons
t/plan_shouldnt_import....ok
t/plan_skip_all...........skipped
         all skipped: Just testing plan & skip_all
t/pod-coverage............skipped
         all skipped: Test::Pod::Coverage 1.08 required for testing POD 
coverage
t/pod.....................skipped
         all skipped: Test::Pod 1.00 required for testing POD
t/require_ok..............ok
t/reset...................ok
t/simple..................ok
t/skip....................ok
         8/17 skipped: various reasons
t/skipall.................ok
t/sort_bug................dubious
         Test returned status 0 (wstat 11, 0xb)
DIED. FAILED tests 1-2
         Failed 2/2 tests, 0.00% okay
t/tbt_01basic.............ok
t/tbt_02fhrestore.........ok
t/tbt_03die...............ok
t/tbt_04line_num..........ok
t/tbt_05faildiag..........ok
t/tbt_06errormess.........ok
t/tbt_07args..............ok
t/thread_taint............ok
t/threads.................ok
t/todo....................ok
t/undef...................ok
t/use_ok..................ok
t/useing..................ok
Failed Test  Stat Wstat Total Fail  List of Failed
-------------------------------------------------------------------------------
t/sort_bug.t    0    11     2    4  1-2
3 tests and 10 subtests skipped.
Failed 1/66 test scripts. 2/492 subtests failed.
Files=66, Tests=492,  5 wallclock secs ( 3.40 cusr +  0.73 csys =  4.13 CPU)
Failed 1/66 test programs. 2/492 subtests failed.
make: *** [test_dynamic] Error 255
   MSCHWERN/Test-Simple-0.70.tar.gz
   /usr/bin/make test -- NOT OK
Running make install
   make test had returned bad status, won't install without force



-- 
Justin Zygmont
System and Network Administrator
Cityfone Telecommunications Inc

604.629.8841
justin at cityfone dot net


From JStark at sumtotalsystems.com  Fri Apr 20 15:34:52 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Fri, 20 Apr 2007 12:34:52 -0700
Subject: [rt-users] RTGUI,
	a Graphical User Interface for Best Practical's Request Tracker
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC0329095A@mtn-exch1.sumtotalsystems.com>
References: <200704201342.l3KDgCwU008720@remora.cc.uic.edu><46290367.5090508@start.no><260151D4-2C86-48B3-8CC9-3EDCD08A680A@bestpractical.com>
	<1AC37FBEF7856646AC61A9F285BC14CC0329095A@mtn-exch1.sumtotalsystems.com>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03290973@mtn-exch1.sumtotalsystems.com>

Sorry I see now that I need to use search  

http://XXXX/REST/1.0/search/ticket/?user=XXXX&pass=XXXX&query=%20id%20%3D%2048&format=l


 
Jeff Stark, Sr Systems Administrator      
SumTotal Systems, Inc. (Nasdaq; SUMT)                       


OFFICE    +1 919 326 7548
MOBILE  +1 919 622 0418

EMAIL     jstark at sumtotalsystems.com

 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Stark
Sent: Friday, April 20, 2007 3:16 PM
To: Jesse Vincent; Torbj?rn Moen
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RTGUI,a Graphical User Interface for Best Practical's Request Tracker

Using REST  Web Services:
http://XXXX/REST/1.0/Forms/ticket/default?user=XXXX&pass=XXXX&id=249

I receive the following error:
	Can't use an undefined value as a HASH reference at /opt/rt3/share/html/REST/1.0/Forms/ticket/default line 178.

	Stack:
	  [/opt/rt3/share/html/REST/1.0/Forms/ticket/default:178]
	  [/opt/rt3/share/html/REST/1.0/autohandler:52]
	  [/opt/rt3/share/html/autohandler:292]

When I look at line 178 it is performing the following:
    push @data, [ Queue => $ticket->QueueObj->Name ] 


Any suggestions on what may be causing this?  I am passing a valid ticket id in.

 
-Stark
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
Sent: Friday, April 20, 2007 2:22 PM
To: Torbj?rn Moen
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RTGUI,a Graphical User Interface for Best Practical's Request Tracker


On Apr 20, 2007, at 2:16 PM, Torbj?rn Moen wrote:

>
> An API would be the best way to do this, but given that we need to 
> produce a working application for the IT Service on 21st of May this 
> probably won't happen from us until after that time.
>

The existing REST webservices API should have what you need. What doesn't it have?

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

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


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



From Shreekant.Pujari at alliancebernstein.com  Fri Apr 20 15:47:18 2007
From: Shreekant.Pujari at alliancebernstein.com (Pujari, Shreekant)
Date: Fri, 20 Apr 2007 15:47:18 -0400
Subject: [rt-users] rt-setup-database 
Message-ID: <5BCB669A5538B640905AEEE2ACED9312235BB4@INSTEVS1.ac.lp.acml.com>

Can any one let me know where to find rt-setup-datbase script file.
rt-setup-database  file in the sbin is 0 bytes.
 
Thanks
 
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From gleduc at mail.sdsu.edu  Fri Apr 20 16:05:38 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 20 Apr 2007 13:05:38 -0700
Subject: [rt-users] Slightly OT: Business::Hours question
Message-ID: <6.2.1.2.2.20070420124704.02daee38@mail.sdsu.edu>

Hi All,

A little OT, but also related to RT.  I'm getting an unexpected result 
using Business::Hours to compute a due date in an RT ticket (I lifted the 
example from the wiki).  Since a real week is 5 business days and each 
business day is 8.5 hours, 1 business week should be exactly 42.5 business 
hours.  Doing the math using real days sets the due date for a ticket 
created on Friday and due in 5 days to next Wednesday, but using business 
days (Sat/Sun are not business days), it should be 2 days later, next 
Friday.  I'd appreciate it if anyone familiar with this module would take a 
quick look at my code and point out what I'm doing wrong.

Here is the code (with some debug logs) from my scrip:
### Set due date so that it accounts for business days
use Business::Hours;
my $duedate = RT::Date->new($RT::SystemUser);
my $daysuntildue = 5;
my $secondsuntildue = $daysuntildue * 8.5 * 60 * 60;

$RT::Logger->debug("$MyName: daysuntildue: $daysuntildue, seconds: 
$secondsuntildue");
my $hours = Business::Hours->new();
$hours->business_hours(
   { 0 => { Name => 'Sunday', Start => undef, End => undef },
     1 => { Name => 'Monday', Start => '08:00', End => '16:30' },
     2 => { Name => 'Tuesday', Start => '08:00', End => '16:30' },
     3 => { Name => 'Wednesday', Start => '08:00', End => '16:30' },
     4 => { Name => 'Thursday', Start => '08:00', End => '16:30' },
     5 => { Name => 'Friday', Start => '08:00', End => '16:30' },
     6 => { Name => 'Saturday', Start => undef, End => undef }
   } );
my $curtime = time;
my $bus_hours_duetime = $hours->add_seconds ($curtime, $secondsuntildue);
$RT::Logger->debug("$MyName: curtime: $curtime, bus_hours_duetime: 
$bus_hours_duetime");

The debug log entries for this scrip show that $bus_hours_duetime is 
-1.  The docs at cpan seem to indicate that this means there are no 
business hours within 30 days of $curtime.  If so, I must have messed up 
setting my business hours, but I can't see where.

[Fri Apr 20 18:32:46 2007] [debug]: Scrip DNS:35:Commit (New Ticket): 
daysuntildue: 5, seconds: 153000 ((eval 327):30)
[Fri Apr 20 18:32:46 2007] [debug]: Scrip DNS:35:Commit (New Ticket): 
curtime: 1177093966, bus_hours_duetime: -1 ((eval 327):43)

Thanks,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From chaim.rieger at gmail.com  Fri Apr 20 16:10:20 2007
From: chaim.rieger at gmail.com (chaim rieger)
Date: Fri, 20 Apr 2007 13:10:20 -0700
Subject: [rt-users] rt-setup-database
In-Reply-To: <5BCB669A5538B640905AEEE2ACED9312235BB4@INSTEVS1.ac.lp.acml.com>
References: <5BCB669A5538B640905AEEE2ACED9312235BB4@INSTEVS1.ac.lp.acml.com>
Message-ID: <46291E2C.9070803@gmail.com>

Pujari, Shreekant wrote:
> Can any one let me know where to find rt-setup-datbase script 
> file. rt-setup-database  file in the sbin is 0 bytes.
>  
> Thanks
see /usr/local/src/rt-3.6.3/sbin/rt-setup-database

(just an example) if you d/l'd it to /usr/local/src

-- 
--
Chaim Rieger



From Shreekant.Pujari at alliancebernstein.com  Fri Apr 20 16:11:46 2007
From: Shreekant.Pujari at alliancebernstein.com (Pujari, Shreekant)
Date: Fri, 20 Apr 2007 16:11:46 -0400
Subject: [rt-users] rt-setup-database
In-Reply-To: <46291E2C.9070803@gmail.com>
References: <5BCB669A5538B640905AEEE2ACED9312235BB4@INSTEVS1.ac.lp.acml.com>
	<46291E2C.9070803@gmail.com>
Message-ID: <5BCB669A5538B640905AEEE2ACED9312235BB6@INSTEVS1.ac.lp.acml.com>

Sorry I did not mention. I am  trying to setup on windows  

-----Original Message-----
From: chaim rieger [mailto:chaim.rieger at gmail.com] 
Sent: Friday, April 20, 2007 4:10 PM
To: Pujari, Shreekant
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rt-setup-database

Pujari, Shreekant wrote:
> Can any one let me know where to find rt-setup-datbase script 
> file. rt-setup-database  file in the sbin is 0 bytes.
>  
> Thanks
see /usr/local/src/rt-3.6.3/sbin/rt-setup-database

(just an example) if you d/l'd it to /usr/local/src

-- 
--
Chaim Rieger


-----------------------------------------
The information contained in this transmission may be privileged and confidential and is intended only for the use of the person(s) named above. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, any review, dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please contact the sender immediately by reply e-mail and destroy all copies of the original message. Please note that we do not accept account orders and/or instructions by e-mail, and therefore will not be responsible for carrying out such orders and/or instructions.  If you, as the intended recipient of this message, the purpose of which is to inform and update our clients, prospects and consultants of developments relating to our services and products, would not like to receive further e-mail correspondence from the sender, please "reply" to the sender indicating your wishes.  In the U.S.: 1345 Avenue of the Americas, New York, NY 10105.


From rgurung at cait.org  Fri Apr 20 16:22:42 2007
From: rgurung at cait.org (Raj K Gurung)
Date: Fri, 20 Apr 2007 15:22:42 -0500
Subject: [rt-users] RT344 -->RT log file shows different time
In-Reply-To: <20070419203005.O98772@malcolm.berkeley.edu>
References: <1177012048.8863.5.camel@st06410722728.caituser.cait.org>
	<20070419203005.O98772@malcolm.berkeley.edu>
Message-ID: <1177100562.8236.3.camel@test.cait.org>

Thanks Mike.

It worked.

Raj

On Thu, 2007-04-19 at 20:35 -0700, Mike Friedman wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> On Thu, 19 Apr 2007 at 14:47 (-0500), Raj K Gurung wrote:
> 
> > I have a problem with Time that shows in my RT log file. The time in RT 
> > log file seems 5 hours faster than the system clock. Also, I checked my 
> > RT_SiteConfig.pm file and configured with Set($Timezone,'US/Central') 
> > (to make sure it is not creating the problem)
> >
> > Still, I am having the same problem. Any body with similar problem or 
> > answers....
> 
> Yes, the timezone used for logging is hardcoded as UTC in lib/RT.pm.  I 
> put in a local fix that just changed 'gmtime(time)' to 'localtime(time)'. 
> The code in RT.pm changed between 3.4.4 and 3.6.3, so that in the former 
> there are two such references to be changed and in the latter only one.
> 
> The $Timezone variable, I believe, just affects the web interface.
> 
> Mike
> 
> _________________________________________________________________________
> Mike Friedman                        Information Services & Technology
> mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
> 1-510-642-1410                       University of California at Berkeley
> http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
> _________________________________________________________________________
> 
> -----BEGIN PGP SIGNATURE-----
> Version: PGP 6.5.8
> 
> iQA/AwUBRig1IK0bf1iNr4mCEQI6JgCfQYIRvrpvfbNxPzX9MDCaZIhNtk0AoN43
> tS+6McLG8dpyWdr2JnOxZ9dB
> =WXPR
> -----END PGP SIGNATURE-----



From rthompson at handmark.com  Fri Apr 20 16:42:17 2007
From: rthompson at handmark.com (Randy Thompson)
Date: Fri, 20 Apr 2007 15:42:17 -0500
Subject: [rt-users] Re: [initialize database] Segmentation fault Problem
In-Reply-To: <CBFD49490FF183498C0C74C2317C7FE507E7B20C@MEMEXCH06V.corp.ds.fedex.com>
References: <CBFD49490FF183498C0C74C2317C7FE507E7B20C@MEMEXCH06V.corp.ds.fedex.com>
Message-ID: <462925A9.3070103@handmark.com>

Don Beethe wrote:
>  Check your RT_SiteConfig.pm for LogToDir and LogToFile... I was
> thinking I saw this and once I configured that, it worked. 
>
>   
Thanks, Don!

You at least got me going in the right direction.  I couldn't find an
entry for LogToDir - you probably meant LogDir. Anyway, this led me to a
post by Lidio Presutti that showed the following changes to
RT_SiteConfig.pm:*
*

Set($LogToSyslog    , 'debug');
Set($LogToFile      , undef);

to

Set($LogToSyslog    , undef);
Set($LogToFile      , 'debug');

I made the following changes in RT_SiteConfig.pm from the defaults to:

#  Mail loops will generate a critical log message.
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'info');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

This got me to thinking about `rt.log`, too.  So, I did a `touch /opt/rt3/var/log/rt.log` and changed the ownership to the rt
user and the group rt.

After that, everything just kind of fell into place.  Thanks, again!

Randy Thompson






From crzy at start.no  Fri Apr 20 17:21:10 2007
From: crzy at start.no (=?ISO-8859-1?Q?Torbj=F8rn?= Moen)
Date: Fri, 20 Apr 2007 23:21:10 +0200
Subject: [rt-users] RTGUI, a Graphical User Interface for Best
	Practical's Request Tracker
In-Reply-To: <260151D4-2C86-48B3-8CC9-3EDCD08A680A@bestpractical.com>
References: <200704201342.l3KDgCwU008720@remora.cc.uic.edu>
	<46290367.5090508@start.no>
	<260151D4-2C86-48B3-8CC9-3EDCD08A680A@bestpractical.com>
Message-ID: <1177104070.9593.7.camel@Lenny2>

On Fri, 2007-04-20 at 14:22 -0400, Jesse Vincent wrote:
> On Apr 20, 2007, at 2:16 PM, Torbj?rn Moen wrote:
> 
> >
> > An API would be the best way to do this, but given that we need to  
> > produce a working application for the IT Service on 21st of May  
> > this probably won't happen from us until after that time.
> >
> 
> The existing REST webservices API should have what you need. What  
> doesn't it have?
> 
> Best,
> Jesse

Not had the time to really look things over, but I see a potential
problem is queue handling. We have a requirement that says that "a user
shall have the opportunity to select the queues he or she wish to see".

Anyways, this will definitely be something I'll put my head into during
this weekend.


-- 
Best Regards
Torbj?rn Moen on behalf on the RTGUI developers
http://hovedprosjekter.hig.no/v2007/imt/in/rtgui/
Bugtracker: http://mantis.hig.no



From tcarcelen at gmail.com  Sat Apr 21 07:41:01 2007
From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=)
Date: Sat, 21 Apr 2007 13:41:01 +0200
Subject: [rt-users] Question about RT_SiteConfig.pm
Message-ID: <7123c5c40704210441i70580b1arae77015b837e40fd@mail.gmail.com>

Hi all,
I have problems with last RTFM installation. My RT installation is located
in:
/usr/share/request-tracker3.4
and the config files are located in:
/etc/request-tracker3.4 (RT_Config.pm and RT_SiteConfig.pm)
 and I wonder if these config files (RT_SiteConfig.pm) must be in a folder
inside like:
/usr/share/request-tracker3.4/etc/request-tracker3.4/RT_SiteConfig.pm

Is it neccesary files like RT_SiteConfig.pm are inside folder RT or it
isn?t?
I suppose this could be the problem, but I not sure. Has anyone suffered
something similar?

Thanks in advance
Best Regards
Teresa
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From james.yu at gtran.com  Sat Apr 21 19:07:22 2007
From: james.yu at gtran.com (jimmy yu)
Date: Sat, 21 Apr 2007 16:07:22 -0700
Subject: [rt-users] rt/perl newbie questions
Message-ID: <87ba80450704211607o5c21ec20y66ac4c6125678fab@mail.gmail.com>

sorry to bother you guys with this.  i'm trying to install rt on a brand new
install of ubuntu 6.06.  i can't seem to get past the perl module
installations, which scares me.  i wonder if i'm getting in over my head....

anyways, i'm having trouble installing Test::Inline which always chokes on
Params::Util.

this is part of the error message i get:

t/06_invocant....
#   Failed test 'blessed reference is _IN'
#   at t/06_invocant.t line 35.
#          got: '0'
#     expected: '1'
# Looks like you failed 1 test of 11.
t/06_invocant....dubious
        Test returned status 1 (wstat 256, 0x100)
DIED. FAILED test 10
        Failed 1/11 tests, 90.91% okay
t/07_handle......ok
t/99_author......skipped
        all skipped: Author tests not required for installation
Failed Test     Stat Wstat Total Fail  List of Failed


i also have trouble with Test::WWW::Mechanize which gives me the error....

#   Failed test 'Go after first link'
#   at t/follow_link_ok.t line 29.
# 500 Can't connect to localhost:13432 (connect: Connection refused)
# Content-Type: text/plain
# Client-Date: Sat, 21 Apr 2007 22:28:17 GMT
# Client-Warning: Internal response

finally, Apache::Session chokes on Test::Deep and gives me the error
message.....

Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/all.............Weak references are not implemented in the version of perl
at /root/.cpan/build/Test-Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache/Simple.pm
line 7
BEGIN failed--compilation aborted at /root/.cpan/build/Test-
Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache/Simple.pm line 7.
Compilation failed in require at
/root/.cpan/build/Test-Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache.pm
line 6.
BEGIN failed--compilation aborted at /root/.cpan/build/Test-
Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache.pm line 6.

your help is tremendously appreciated.

-- 
Jimmy Yu
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From theillien at yahoo.com  Sun Apr 22 10:56:27 2007
From: theillien at yahoo.com (Mathew)
Date: Sun, 22 Apr 2007 10:56:27 -0400
Subject: [rt-users] rt/perl newbie questions
In-Reply-To: <87ba80450704211607o5c21ec20y66ac4c6125678fab@mail.gmail.com>
References: <87ba80450704211607o5c21ec20y66ac4c6125678fab@mail.gmail.com>
Message-ID: <462B779B.2020804@yahoo.com>

You might actually get a better response from the perl beginners user
group: http://lists.cpan.org/showlist.cgi?name=beginners.  Not to say
people here won't help you but, you're problem is probably something to
direct toward the entire perl community and not just RT users.

Mathew

jimmy yu wrote:
> sorry to bother you guys with this.  i'm trying to install rt on a brand
> new install of ubuntu 6.06.  i can't seem to get past the perl module
> installations, which scares me.  i wonder if i'm getting in over my
> head....
> 
> anyways, i'm having trouble installing Test::Inline which always chokes
> on Params::Util.
> 
> this is part of the error message i get:
> 
> t/06_invocant....
> #   Failed test 'blessed reference is _IN'
> #   at t/06_invocant.t line 35.
> #          got: '0'
> #     expected: '1'
> # Looks like you failed 1 test of 11.
> t/06_invocant....dubious
>         Test returned status 1 (wstat 256, 0x100)
> DIED. FAILED test 10
>         Failed 1/11 tests, 90.91% okay
> t/07_handle......ok
> t/99_author......skipped
>         all skipped: Author tests not required for installation
> Failed Test     Stat Wstat Total Fail  List of Failed
> 
> 
> i also have trouble with Test::WWW::Mechanize which gives me the error....
> 
> #   Failed test 'Go after first link'
> #   at t/follow_link_ok.t line 29.
> # 500 Can't connect to localhost:13432 (connect: Connection refused)
> # Content-Type: text/plain
> # Client-Date: Sat, 21 Apr 2007 22:28:17 GMT
> # Client-Warning: Internal response
> 
> finally, Apache::Session chokes on Test::Deep and gives me the error
> message.....
> 
> Running make test
> PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
> "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
> t/all.............Weak references are not implemented in the version of
> perl at /root/.cpan/build/Test-
> Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache/Simple.pm line 7
> BEGIN failed--compilation aborted at
> /root/.cpan/build/Test-Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache/Simple.pm
> line 7.
> Compilation failed in require at /root/.cpan/build/Test-
> Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache.pm line 6.
> BEGIN failed--compilation aborted at
> /root/.cpan/build/Test-Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache.pm line 6.
> 
> your help is tremendously appreciated.
> 
> -- 
> Jimmy Yu
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 rwelty at averillpark.net  Sun Apr 22 11:11:30 2007
From: rwelty at averillpark.net (Richard P. Welty)
Date: Sun, 22 Apr 2007 11:11:30 -0400
Subject: [rt-users] simple branding need
Message-ID: <462B7B22.4060606@averillpark.net>

i have a simple "branding" need that doesn't really require
the full power of multiple instances (in fact, since my
situation literally is alternate branding of a product,
i don't really want multiple instances, as that would only
confuse the support staff.)

basically, what i'd like to have is a situation where when
a ticket is opened via email, say, to support at example.com,
rt remembers this when sending replies and generates sender
addresses appropriate to that particular support alias.

is this feasible in the current system, or would it require
patches or major work?

thanks,
   richard



From rwelty at averillpark.net  Sun Apr 22 14:22:43 2007
From: rwelty at averillpark.net (Richard P. Welty)
Date: Sun, 22 Apr 2007 14:22:43 -0400
Subject: [rt-users] simple branding need
In-Reply-To: <462B7B22.4060606@averillpark.net>
References: <462B7B22.4060606@averillpark.net>
Message-ID: <462BA7F3.5000307@averillpark.net>

Richard P. Welty wrote:
> basically, what i'd like to have is a situation where when
> a ticket is opened via email, say, to support at example.com,
> rt remembers this when sending replies and generates sender
> addresses appropriate to that particular support alias.
> 
> is this feasible in the current system, or would it require
> patches or major work?

never mind. i see that if i set up a support queue for each
domain, i can have a specific default sender address for each
queue. that will suffice for now.

richard


From alexchorny at gmail.com  Sun Apr 22 15:03:33 2007
From: alexchorny at gmail.com (Alexandr Ciornii)
Date: Sun, 22 Apr 2007 22:03:33 +0300
Subject: [rt-users] rt/perl newbie questions
In-Reply-To: <87ba80450704211607o5c21ec20y66ac4c6125678fab@mail.gmail.com>
References: <87ba80450704211607o5c21ec20y66ac4c6125678fab@mail.gmail.com>
Message-ID: <2f1541220704221203ib55fc35t86b211efb1757c48@mail.gmail.com>

Hello!

2007/4/22, jimmy yu <james.yu at gtran.com>:
> sorry to bother you guys with this.  i'm trying to install rt on a brand new
> install of ubuntu 6.06.

> t/all.............Weak references are not implemented in the version of perl
> at /root/.cpan/build/Test-
> Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache/Simple.pm line 7
> BEGIN failed--compilation aborted at
> /root/.cpan/build/Test-Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache/Simple.pm
> line 7.

Install fresh Scalar::Util and try again. If reinstalling will help -
than it is Ubuntu problem (bad Scalar::Util).

-- 
Alexandr Ciornii, http://chorny.net


From yhasabnis at rediffmail.com  Mon Apr 23 05:11:42 2007
From: yhasabnis at rediffmail.com (Yogesh Hasabnis)
Date: 23 Apr 2007 09:11:42 -0000
Subject: [rt-users] 500 Internal Server Error
Message-ID: <20070423091142.9723.qmail@webmail74.rediffmail.com>

Hi,

I was able to resolve the problem by referring to the wiki URL  http://wiki.bestpractical.com/index.cgi?CantLocateObject

The wiki says that the error "Can't locate object method "content_type" via package "Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n" is observed if "you're missing parts of Apache2::Bundle. Though "make testdeps" may show everything in order, parts of this may still be missing."

The problem was resolved by executing the command:

perl -MCPAN -e'install Bundle::Apache2'

and then restarting apache.

Thanks

Yogesh

On Thu, 19 Apr 2007 Yogesh Hasabnis wrote :
>Hi All,
>
>I am a new member of this list.
>
>I am trying to set up rt-3.6.3 for my IT setup. The OS on which I am trying this setup is Fedora Core 3. FC3 by default comes with Apache2 and mod_perl1.99. So I installed a separate instance of Apache2 with mod_perl2.0.3 from source. This Apache instance listens at a nonstandard port 8086. After following the steps as per the document to install rt-3.6.3 and after configuring the apache configuration file for the rt3 web interface, when I point my browser to http://<hostname>:8086/rt3 , I get the "500 internal server error". The Apache error_log file lists the following error:
>
>[Thu Apr 19 15:37:17 2007] [error] [client ip_address] Can't locate object method "content_type" via package "Apache2::RequestRec" at /opt/rt3/bin/webmux.pl line 108.\n
>
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From salih at ip-plus.net  Mon Apr 23 06:17:56 2007
From: salih at ip-plus.net (=?UTF-8?B?U2FsaWggR8O2bsO8bGzDvA==?=)
Date: Mon, 23 Apr 2007 12:17:56 +0200
Subject: [rt-users] RT::Client Atom API client usage
Message-ID: <462C87D4.8000608@ip-plus.net>


Hi all,

I am having  problems getting Ticket object out of the Atom interface,
with the error:

Can't locate object method "_init_entries" via package
"RT::Client::Object" at
/var/tmp/RT-Client-0.01/t/../lib/RT/Client/Base.pm line 43.

I am able to browse to https://localhost/rt/Atom/0.3/RT-Tickets/1
and see the ticket details.

RT::Client: 0.01 (CPAN)
RT::Atom 0.03
XML::Atom 0.25
Spiffy 0.30


Am I missing something ??
Thanks in advance for any help.



Here are RT::Client tests results against my server

prove -v -l lib t/1-procedural.t
t/1-procedural....1..69
ok 1 - use RT::Client;
ok 2 - Client isa RT::Client
ok 3 - ->describe($uri) isa RT::Client::Container
ok 4 - Tickets has a URI: https://localhost:443/rt/Atom/0.3/RT-Tickets
ok 5 - ->describe(URI => $uri) isa RT::Client::Container
ok 6 - Nothing bad had happened yet
ok 7 - Status code is 200
ok 8 - Adding an empty ticket shall fail
ok 9 - Status code is 400
ok 10 - Error message is in ->errstr: Could not create ticket. Queue not set

Can't locate object method "_init_entries" via package
"RT::Client::Object" at
/var/tmp/RT-Client-0.01/t/../lib/RT/Client/Base.pm line 43.
 at /var/tmp/RT-Client-0.01/t/../lib/RT/Client/Base.pm line 43
        RT::Client::Base::init('RT::Client::Object=HASH(0x8c2204c)',
'URI', 'URI::https=SCALAR(0x8b2fa24)', 'Stream', 'SCALAR(0x8c22424)',
'Client', 'RT::Client=HASH(0x8b06514)') called at
/usr/lib/perl5/vendor_perl/5.8.8/XML/Atom/Base.pm line 16
        XML::Atom::Base::new('RT::Client::Object', 'URI',
'URI::https=SCALAR(0x8b2fa24)', 'Stream', 'SCALAR(0x8c22424)', 'Client',
'RT::Client=HASH(0x8b06514)') called at
/var/tmp/RT-Client-0.01/t/../lib/RT/Client/Base.pm line 26
        RT::Client::Base::new('RT::Client::Object', 'Client',
'RT::Client=HASH(0x8b06514)', 'Stream', 'SCALAR(0x8c22424)', 'URI',
'URI::https=SCALAR(0x8b2fa24)') called at
/var/tmp/RT-Client-0.01/t/../lib/RT/Client.pm line 140
        RT::Client::_spawn('RT::Client=HASH(0x8b06514)',
'HTTP::Response=HASH(0x8c21a04)') called at
/var/tmp/RT-Client-0.01/t/../lib/RT/Client.pm line 158
        RT::Client::describe('RT::Client=HASH(0x8b06514)',
'/rt/Atom/0.3/RT-Tickets/5') called at
/var/tmp/RT-Client-0.01/t/../lib/RT/Client/Container.pm line 21
       
RT::Client::Container::add('RT::Client::Container=HASH(0x8b23188)',
'Subject', 'Testing', 'Queue', 1) called at
/var/tmp/RT-Client-0.01/t/../lib/RT/Client.pm line 195
        RT::Client::add('RT::Client=HASH(0x8b06514)', 'Tickets',
'Queue', 1, 'Subject', 'Testing') called at t/1-procedural.t line 44
# Looks like you planned 69 tests but only ran 10.



Cheers,

       -salih


From falcone at bestpractical.com  Mon Apr 23 08:08:25 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 23 Apr 2007 08:08:25 -0400
Subject: [rt-users] DBIx::Searchbuilder issue
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CEFB7@blv-exch1.sumtotalsystems.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CED1F@blv-exch1.sumtotalsystems.com><4628BB81.9000007@mococo.nl>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CEFA7@blv-exch1.sumtotalsystems.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CEFB7@blv-exch1.sumtotalsystems.com>
Message-ID: <0D53864B-8D57-4A40-BF1B-BDF15427AF93@bestpractical.com>


On Apr 20, 2007, at 1:42 PM, Justin Brodley wrote:

> I have ran this code TWO_TASK=FOO perl -MDBI -le 'DBI->connect 
> ("DBI:Oracle:", "rt3", "rt3")' and have received no error back,  
> which I assume "no error" is good news.

Hi Justin

Are you running this piece of code as the user RT runs as?
The last time I saw errors like this, the apache user wasn't able
to read some of the shared Oracle libraries because one of the
directories in the path lacked world executable bits.

You may find it helpful to check
ldd /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/ 
Oracle/Oracle.so
as the web user, and make sure that user can see all
the linked libs.  This assumes you've set ORACLE_HOME or TWO_TASK
in the RT config files of course.

-kevin



From falcone at bestpractical.com  Mon Apr 23 08:12:07 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 23 Apr 2007 08:12:07 -0400
Subject: [rt-users] [initialize database] Segmentation fault Problem
In-Reply-To: <46290D30.9030502@handmark.com>
References: <46290D30.9030502@handmark.com>
Message-ID: <3E451968-6E98-4B86-881D-9720D04AC5D6@bestpractical.com>


On Apr 20, 2007, at 2:57 PM, Randy Thompson wrote:

Hi Randy

> I've successfully gone through the steps to do a manual  
> installation of
> rt-3.6.3.  However, I've run into a problem during the `make
> initialize-database` phase.  I get a `Segmentation fault` during the
> creation of the RT_System user.  Command output:
>
> /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 bo01 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
> Done setting up database ACLs.
> Now inserting RT core system objects
> Checking for existing system user...not found.  This appears to be  
> a new
> installation.
> Creating system user...make: *** [initialize-database] Segmentation  
> fault

I've seen this happen on solaris machines, but I don't think you've  
mentioned
what platform you're using.

If you're on solaris, you want to have a look at the docs around
@LogToSyslogConf in /opt/rt3/etc/RT_Config.pm and add
(socket => inet) to your RT_SiteConfig.pm

-kevin

> I've searched the archives and haven't come up with anything  
> specific to
> this problem.  Searching Google came up with a reference to an older
> version of rt (rt-3.2.x) that had an identical error.  It suggested
> rebuilding DBI and DBD::mysql (which I have done), but I continue to
> experience the same problem.  Unfortunately, Perl is exactly my
> strong-point.  So, I'm kind of at a loss.  Any ideas or suggestions  
> are
> greatly appreciated!
>
> Thanks,
> Randy Thompson
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 edward.rt at qubesoft.com  Mon Apr 23 09:56:24 2007
From: edward.rt at qubesoft.com (Edward Speyer)
Date: Mon, 23 Apr 2007 14:56:24 +0100
Subject: [rt-users] Email access to existing tickets
In-Reply-To: <mailman.0.1177335318.19415.rt-users@lists.bestpractical.com>
References: <mailman.0.1177335318.19415.rt-users@lists.bestpractical.com>
Message-ID: <20070423135624.GA12164@qubesoft.com>

Hello list!

I've just configured my first RT setup (3.4.4) and setup the mail
gateway.  Yay!  It is amazing and *exactly* what I needed to handle
incoming support requests :)

I've configured my RT so that previously unknown customers can email my
support address and a new ticket will be generated for them.

I didn't want them to be able to fiddle with other customers tickets
though (by changing the number in the Subject: header), so I set up the
following global group rights:

  System group "Everyone" can "CreateTicket"
  System group "Everyone" can "SeeQueue"
  Role "Cc" can "ReplyToTicket"
  Role "Requestor" can "ReplyToTicket"

as well as:

  User defined group "Qube Employees" can do almost everything!
  User defined group "Qube RT Admins" can do everything!

This is great: existing customers can correspond on existing tickets,
but only if their "From" matches the "Requestor".

However, I have the inevitable problem that customers try to email about
an existing ticket using a different email address to the one they
original wrote in with.  (e.g. they write in with their home address,
but followup with their work address.)

When they do so, they get a reply to their followup-email saying
"Permission Denied", and their corrspondence is not added to the ticket.

I'd much prefer it if these emails could end up in a queue somewhere
where they could be manually inspected, with the aim to adding the
second address in as a "Cc" on the original ticket[1].

Could I implement such functionality myself?  As a Scrip, or by patching
the source?  Or maybe there's a non-patching way of writing this in
Perl?  Advice would be most gratefully received :)

Thanks :)

Ed

-- 
Edward Speyer

[1] It would be quite nice actually if users in the ACL system could
have more than one email address assigned to them, so that Joe Bloggs
could write in with either joe.bloggs at work.com or jbloggs at gmail.com, but
that's more of a feature request :)


From jbrodley at sumtotalsystems.com  Mon Apr 23 10:34:14 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Mon, 23 Apr 2007 07:34:14 -0700
Subject: [rt-users] DBIx::Searchbuilder issue
In-Reply-To: <0D53864B-8D57-4A40-BF1B-BDF15427AF93@bestpractical.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CED1F@blv-exch1.sumtotalsystems.com><4628BB81.9000007@mococo.nl><0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CEFA7@blv-exch1.sumtotalsystems.com><0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CEFB7@blv-exch1.sumtotalsystems.com>
	<0D53864B-8D57-4A40-BF1B-BDF15427AF93@bestpractical.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D039CF4CE@blv-exch1.sumtotalsystems.com>

Thanks for the information. I actually resolved this issue on Friday by putting the oracle home entries into the httpd.conf file and making sure fastcgi also was receiving the oracle home entries. Once I got this resolved I was able to connect and everything has been going well so far. 

Justin Brodley??

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, April 23, 2007 5:08 AM
To: RT User List
Subject: Re: [rt-users] DBIx::Searchbuilder issue


On Apr 20, 2007, at 1:42 PM, Justin Brodley wrote:

> I have ran this code TWO_TASK=FOO perl -MDBI -le 'DBI->connect 
> ("DBI:Oracle:", "rt3", "rt3")' and have received no error back,  
> which I assume "no error" is good news.

Hi Justin

Are you running this piece of code as the user RT runs as?
The last time I saw errors like this, the apache user wasn't able
to read some of the shared Oracle libraries because one of the
directories in the path lacked world executable bits.

You may find it helpful to check
ldd /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/ 
Oracle/Oracle.so
as the web user, and make sure that user can see all
the linked libs.  This assumes you've set ORACLE_HOME or TWO_TASK
in the RT config files of course.

-kevin

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

Community help: http://wiki.bestpractical.com
Commercial support: 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 rthompson at handmark.com  Mon Apr 23 10:58:51 2007
From: rthompson at handmark.com (Randy Thompson)
Date: Mon, 23 Apr 2007 09:58:51 -0500
Subject: [rt-users] [initialize database] Segmentation fault Problem
In-Reply-To: <3E451968-6E98-4B86-881D-9720D04AC5D6@bestpractical.com>
References: <46290D30.9030502@handmark.com>
	<3E451968-6E98-4B86-881D-9720D04AC5D6@bestpractical.com>
Message-ID: <462CC9AB.9030907@handmark.com>

Kevin Falcone wrote:
>
> On Apr 20, 2007, at 2:57 PM, Randy Thompson wrote:
>
> Hi Randy
>
>> I've successfully gone through the steps to do a manual installation of
>> rt-3.6.3.  However, I've run into a problem during the `make
>> initialize-database` phase.  I get a `Segmentation fault` during the
>> creation of the RT_System user.  Command output:
>>
>> /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 bo01 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
>> Done setting up database ACLs.
>> Now inserting RT core system objects
>> Checking for existing system user...not found.  This appears to be a new
>> installation.
>> Creating system user...make: *** [initialize-database] Segmentation
>> fault
>
> I've seen this happen on solaris machines, but I don't think you've
> mentioned
> what platform you're using.
>
> If you're on solaris, you want to have a look at the docs around
> @LogToSyslogConf in /opt/rt3/etc/RT_Config.pm and add
> (socket => inet) to your RT_SiteConfig.pm
>
> -kevin
>
Hi, Kevin,

Thanks for the reply!  You're right.  I should have said what platform I
was using (Linux).  I managed to get the configuration worked out
thanks to a combination of information I got from Don Beethe and some
additional information on-line.  I just couldn't see the forest for
the tree thanks to a 12-hour day.  Don got me pointed in the right
direction.  I replied to the list so the changes I made should be available.

Thanks, again, to everyone who responded!

Randy Thompson




From Silvana.Giberti at esa.int  Mon Apr 23 11:19:02 2007
From: Silvana.Giberti at esa.int (Silvana.Giberti at esa.int)
Date: Mon, 23 Apr 2007 17:19:02 +0200
Subject: [rt-users] Scrips and Custom fields values 
Message-ID: <OFB2A79034.C9ABDFFF-ONC12572C6.0052AA45-C12572C6.00542436@esa.int>

I'm still having problems with scrips modifying some custom field values.

I have 2 custom fields created at ticket creation time, and 2 others to be 
updated whenever one of the other two change value. This is done by 
several scrips, 2 running at ticket creation and the others running when 
one of the 2 initial custom field is updated.

Sometimes it happens that one of the other 2 custom fields is updated 
twice by the third scrip, a first time with the right value, and a second 
time instead with the value the custom field had before, with the final 
effect that the value never changes.

I've been trying many different changes, and also to recreate the cf and 
the scrips into a different installation of RT, with the only effect that 
the behaviour is the opposite: if with the first installation the third 
custom field is always right and the fourth one never changes, with the 
second installation the situation is the opposite, that is, the third 
never changes and the fourth is ok.

Comparing the 2 cases in RT log file, it looks like there's an extra 
transaction firing after the update of the wrong custom field, but I can't 
tell what it does.

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

Does anyone have an idea of what to do to fix this problem?

Thanks,
Silvana
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From jfenner at vitamix.com  Mon Apr 23 12:02:34 2007
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 23 Apr 2007 12:02:34 -0400
Subject: [rt-users] RT IRC channel
Message-ID: <462CD89A.9010707@vitamix.com>

I noticed that irc.perl.org is not resolving.

Is there another server where one can find #rt?

--axelilly



From jesse at bestpractical.com  Mon Apr 23 12:12:23 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 23 Apr 2007 12:12:23 -0400
Subject: [rt-users] RT IRC channel
In-Reply-To: <462CD89A.9010707@vitamix.com>
References: <462CD89A.9010707@vitamix.com>
Message-ID: <D2A23032-7715-448D-BF4D-EE3712836987@bestpractical.com>


On Apr 23, 2007, at 12:02 PM, Jason Fenner wrote:

> I noticed that irc.perl.org is not resolving.
>
> Is there another server where one can find #rt?

irc.infobot.org is another alias for that same server.
also irc.rhizomatic.net



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

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From jfenner at vitamix.com  Mon Apr 23 12:15:37 2007
From: jfenner at vitamix.com (Jason Fenner)
Date: Mon, 23 Apr 2007 12:15:37 -0400
Subject: [rt-users] RT IRC channel
In-Reply-To: <D2A23032-7715-448D-BF4D-EE3712836987@bestpractical.com>
References: <462CD89A.9010707@vitamix.com>
	<D2A23032-7715-448D-BF4D-EE3712836987@bestpractical.com>
Message-ID: <462CDBA9.1050405@vitamix.com>

Jesse Vincent wrote:
>
> On Apr 23, 2007, at 12:02 PM, Jason Fenner wrote:
>
>> I noticed that irc.perl.org is not resolving.
>>
>> Is there another server where one can find #rt?
>
> irc.infobot.org is another alias for that same server.
> also irc.rhizomatic.net
>
What port does irc.infobot.org use?  I get a connection refused on 6667
>
>
>> --axelilly
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 edward.rt at qubesoft.com  Mon Apr 23 12:23:04 2007
From: edward.rt at qubesoft.com (Edward Speyer)
Date: Mon, 23 Apr 2007 17:23:04 +0100
Subject: [rt-users] Email access to existing tickets
Message-ID: <20070423162304.GA14754@qubesoft.com>

Just as an update on my problem, I've done two things:

  - Given "Everyone" the right to "ReplyToTicket" again, meaning that
    naughty customers can theoretically correspond on other customers
    tickets even though they aren't Requestors on those tickets...

  - ...except that I also have the following "On Correspond" Scrip:

      my $creator = $self->TransactionObj->CreatorObj;

      if ($self->TicketObj->Requestors->HasMember($creator->PrincipalObj)) {
        return 1;
      }
      else {
        my $new_ticket = RT::Ticket->new($RT::SystemUser);
        $new_ticket->Create(
          Queue => 'References',
          Requestor => [ $creator->EmailAddress ],
          Subject => 'Reference ticket'
        );
        return 1;
      }

To finish my Scrip, I need to do the following things:

  - add the original Transaction ($self->TransactionObj) to $new_ticket,
    somehow.

  - *stop* the original Transaction from being added to the original
    ticket ($self->TicketObj).

Is that possible?

Ed

ps: many thanks to jibsheet on #rt for suggesting "RT-Extension-MergeUsers":

  http://search.cpan.org/src/JESSE/RT-Extension-MergeUsers-0.02/README

which will be able to mash two users together as one in the DB --
something I'll need if I see that one user is using two email addresses
:)

-- 
Edward Speyer


From falcone at bestpractical.com  Mon Apr 23 12:45:20 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 23 Apr 2007 12:45:20 -0400
Subject: [rt-users] Scrips and Custom fields values 
In-Reply-To: <OFB2A79034.C9ABDFFF-ONC12572C6.0052AA45-C12572C6.00542436@esa.int>
References: <OFB2A79034.C9ABDFFF-ONC12572C6.0052AA45-C12572C6.00542436@esa.int>
Message-ID: <E3DE8751-1C44-4437-89C5-35FDB8B7696F@bestpractical.com>


On Apr 23, 2007, at 11:19 AM, Silvana.Giberti at esa.int wrote:
> I have 2 custom fields created at ticket creation time, and 2  
> others to be updated whenever one of the other two change value.  
> This is done by several scrips, 2 running at ticket creation and  
> the others running when one of the 2 initial custom field is updated.
>
> Comparing the 2 cases in RT log file, it looks like there's an  
> extra transaction firing after the update of the wrong custom  
> field, but I can't tell what it does.

Hi Silvana

You might want to make a local overlay of Scrips where you change
lib/RT/Scrips_Overlay.pm's _FindScrips method to dump out which scrips
were found, rather than just a count of the applicable scrips.  Once  
you have
the id, tracking down which scrip is misbehaving would be a lot easier.

-kevin

> All custom fields are defined global for tickets in all queues.
>
> Does anyone have an idea of what to do to fix this problem?
>
> Thanks,
> Silvana
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From sgolby at freshdirect.com  Mon Apr 23 14:22:43 2007
From: sgolby at freshdirect.com (Scott Golby)
Date: Mon, 23 Apr 2007 14:22:43 -0400
Subject: [rt-users] Scrips and Custom fields values 
In-Reply-To: <OFB2A79034.C9ABDFFF-ONC12572C6.0052AA45-C12572C6.00542436@esa.int>
Message-ID: <2D3D2157189440469065F42BBF3F9B3B0177CA50@NYC1MS01.lic.corp.freshdirect.com>

Hi Silvana,

I've had odd results too with Custom Fields on ticket creation & with
custom Scrips.   Two things I've found which have helped.
  1) Turning on Batch mode in RT_SiteConfig.pm alleviates some of the
problems of not knowing which scrip will trigger first.
      # Enable Batching of Transactions *** Custom ***
      Set($UseTransactionBatch, 1);

  2) Applying changes to Custom Fields in custom Templates for that
queue.   I found that I always knew for example that a Correspondence
template would be used when someone replied to a ticket.  Plus a
Template with a Queue overrides the global Template, so I've been able
to incorporate some code into those autogenerated & reply templates to
look for certain things.  This has worked pretty good with the
StockAnswers add-on, a specific selection of common reply text will
through the Template set a Custom Field when the Email goes out.

Looking at your question I suspect the Batch mode might help in the
diagnosis of the order in which things run, under Stage: there should be
a new option once you restart called TransactionBatch.

Hope that works itself out.

- Scott



From justin at cityfone.net  Mon Apr 23 14:44:53 2007
From: justin at cityfone.net (Justin Zygmont)
Date: Mon, 23 Apr 2007 11:44:53 -0700
Subject: [rt-users] perl errors - solution
Message-ID: <462CFEA5.70106@cityfone.net>

I managed to find a solution for my previous perl errors, it looks like 
whatever changed with CPAN 9101 helped.  It said there was a new version 
of cpan available, so I did: install CPAN, and tried again, and it 
actually went on.  Now there is this last dependency like someone else 
just encountered with ubuntu, I am using RHEL4 however.  Would it be ok 
for force it on??


Thanks,


Running make test
PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" 
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/00load................ok 1/1# Testing Test::WWW::Mechanize 1.12, Perl 
5.008005, /usr/bin/perl
t/00load................ok
t/content_contains......ok
t/content_lacks.........ok
t/follow_link_ok........ok 1/6
#   Failed test 'Go after first link'
t/follow_link_ok........NOK 4/6#   at t/follow_link_ok.t line 29.
# 500 Can't connect to localhost:13432 (connect: Connection refused)
# Content-Type: text/plain
# Client-Date: Mon, 23 Apr 2007 18:36:17 GMT
# Client-Warning: Internal response
#
# 500 Can't connect to localhost:13432 (connect: Connection refused)
t/follow_link_ok........FAILED test 4
         Failed 1/6 tests, 83.33% okay




-- 
Justin Zygmont
System and Network Administrator
Cityfone Telecommunications Inc

604.629.8841
justin at cityfone dot net


From maristbrandi at gmail.com  Mon Apr 23 15:14:32 2007
From: maristbrandi at gmail.com (Brandi L)
Date: Mon, 23 Apr 2007 15:14:32 -0400
Subject: [rt-users] changes don't show
Message-ID: <a3a53f9f0704231214l5b8320fu8d67b174a6af30be@mail.gmail.com>

Hi all!

Forgive my ignorance here, I've just download RT (version 3.6.3) and am not
all that familiar with it. Can someone tell me how I can make changes show
up once I've made them in the code? Not sure what to do here. Thanks for the
assistance!

-Brandi
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From theillien at yahoo.com  Mon Apr 23 15:16:07 2007
From: theillien at yahoo.com (Mathew)
Date: Mon, 23 Apr 2007 15:16:07 -0400
Subject: [rt-users] changes don't show
In-Reply-To: <a3a53f9f0704231214l5b8320fu8d67b174a6af30be@mail.gmail.com>
References: <a3a53f9f0704231214l5b8320fu8d67b174a6af30be@mail.gmail.com>
Message-ID: <462D05F7.3080703@yahoo.com>

Restart the web server.
If we don't protect the freedom of speech, how will we know who the
assholes are?

http://theillien.blogspot.com

Brandi L wrote:
> Hi all!
>  
> Forgive my ignorance here, I've just download RT (version 3.6.3) and am
> not all that familiar with it. Can someone tell me how I can make
> changes show up once I've made them in the code? Not sure what to do
> here. Thanks for the assistance!
>  
> -Brandi
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 gleduc at mail.sdsu.edu  Mon Apr 23 15:48:38 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 23 Apr 2007 12:48:38 -0700
Subject: [rt-users] Scrips and Custom fields values 
In-Reply-To: <OFB2A79034.C9ABDFFF-ONC12572C6.0052AA45-C12572C6.00542436@
	esa.int>
References: <OFB2A79034.C9ABDFFF-ONC12572C6.0052AA45-C12572C6.00542436@esa.int>
Message-ID: <6.2.1.2.2.20070423122134.02d54d00@mail.sdsu.edu>

I think I know what is happening.  At least this is what's happening to me.

When you click the submit button after changing a field in a ticket using 
the webui, it seems to run a transaction that compares the displayed field 
values after all of the other transactions have run - and then it reset 
them to what it thinks they should be.  And since it doesn't seem to know 
that a scrip modified a field, it sets it back to what it was when the 
Submit was clicked.

That description is kind of convoluted, so I'll give an example that I hope 
is clearer.

1.  I have a ticket whose Owner is Nobody and Status is Open.
2.  I also have an OnResolve scrip that changes the Owner to the logged-in 
user if it is Nobody.
3.  Using the webui I change the Status to Resolved (but leave the Owner 
set to Nobody).
4.  My OnResolve srcip fires and changes the Owner to the logged-in 
user.  But then it seems that the webui compares all of the values of the 
ticket's fields against what it knows about (it apparently doesn't know 
about the owner change) and sees that the ticket Owner is not Nobody.  But 
since it was Nobody when I hit the Submit button, it changes it back to 
that value.  And that's the final word, because no transaction run after it 
does this (I tried testing for owner change to nobody, but it never fired), 
so I can't undo the unwanted change.

If I resolve my tickets via e-mail, everything is fine.  But using the 
webui runs that extra last transaction and my scrip action gets undone.  I 
finally realized what was happening when I noticed that there were 2 
bullets listed under "Results" on my ticket when it redisplayed the 
ticket.  The first showed the status change that I made and the second 
showed the owner being set back to Nobody.

If you have a custom field displayed and you are changing it with a scrip 
that is triggered by an action caused by a webui change, the webui is 
probably changing it back to what it thinks it's supposed to be.

You might be able to use TransactionBatch to work around this interesting 
but irritating feature.


At 08:19 AM 4/23/2007, Silvana.Giberti at esa.int wrote:

>I'm still having problems with scrips modifying some custom field values.
>
>I have 2 custom fields created at ticket creation time, and 2 others to be 
>updated whenever one of the other two change value. This is done by 
>several scrips, 2 running at ticket creation and the others running when 
>one of the 2 initial custom field is updated.
>
>Sometimes it happens that one of the other 2 custom fields is updated 
>twice by the third scrip, a first time with the right value, and a second 
>time instead with the value the custom field had before, with the final 
>effect that the value never changes.
>
>I've been trying many different changes, and also to recreate the cf and 
>the scrips into a different installation of RT, with the only effect that 
>the behaviour is the opposite: if with the first installation the third 
>custom field is always right and the fourth one never changes, with the 
>second installation the situation is the opposite, that is, the third 
>never changes and the fourth is ok.
>
>Comparing the 2 cases in RT log file, it looks like there's an extra 
>transaction firing after the update of the wrong custom field, but I can't 
>tell what it does.
>
>All custom fields are defined global for tickets in all queues.
>
>Does anyone have an idea of what to do to fix this problem?
>
>Thanks,
>Silvana
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From maristbrandi at gmail.com  Mon Apr 23 17:31:21 2007
From: maristbrandi at gmail.com (Brandi L)
Date: Mon, 23 Apr 2007 17:31:21 -0400
Subject: [rt-users] changes don't show
In-Reply-To: <462D05F7.3080703@yahoo.com>
References: <a3a53f9f0704231214l5b8320fu8d67b174a6af30be@mail.gmail.com>
	<462D05F7.3080703@yahoo.com>
Message-ID: <a3a53f9f0704231431o20e645c4p9e22118f5e3c99a0@mail.gmail.com>

Is there a way to get the changes to show without rebooting the server? I'm
working remotely at the moment.

Thanks for the help!
-Brandi


On 4/23/07, Mathew <theillien at yahoo.com> wrote:
>
> Restart the web server.
> If we don't protect the freedom of speech, how will we know who the
> assholes are?
>
> http://theillien.blogspot.com
>
> Brandi L wrote:
> > Hi all!
> >
> > Forgive my ignorance here, I've just download RT (version 3.6.3) and am
> > not all that familiar with it. Can someone tell me how I can make
> > changes show up once I've made them in the code? Not sure what to do
> > here. Thanks for the assistance!
> >
> > -Brandi
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
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From bestpractical at jon.limedaley.com  Mon Apr 23 17:34:32 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 23 Apr 2007 17:34:32 -0400 (EDT)
Subject: [rt-users] changes don't show
In-Reply-To: <a3a53f9f0704231431o20e645c4p9e22118f5e3c99a0@mail.gmail.com>
References: <a3a53f9f0704231214l5b8320fu8d67b174a6af30be@mail.gmail.com>
	<462D05F7.3080703@yahoo.com>
	<a3a53f9f0704231431o20e645c4p9e22118f5e3c99a0@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.0704231733470.28261@orange.limedaley.com>

 	He meant the process, not the whole server.  So, something like 
/etc/init.d/apache2 restart
  	depending on what sort of server you have.

On Mon, 23 Apr 2007, Brandi L wrote:
> Is there a way to get the changes to show without rebooting the server? I'm
> working remotely at the moment.
>
> On 4/23/07, Mathew <theillien at yahoo.com> wrote:
>> Restart the web server.


From chris at bluenoteweb.com  Mon Apr 23 17:35:05 2007
From: chris at bluenoteweb.com (Chris Dunning)
Date: Mon, 23 Apr 2007 16:35:05 -0500
Subject: [rt-users] changes don't show
In-Reply-To: <a3a53f9f0704231431o20e645c4p9e22118f5e3c99a0@mail.gmail.com>
References: <a3a53f9f0704231214l5b8320fu8d67b174a6af30be@mail.gmail.com>	<462D05F7.3080703@yahoo.com>
	<a3a53f9f0704231431o20e645c4p9e22118f5e3c99a0@mail.gmail.com>
Message-ID: <462D2689.9040907@bluenoteweb.com>

You don't have to reboot the physical server, just restart the service. 
The command is either:
/etc/init.d/httpd restart
or:
service httpd restart

Brandi L wrote:
> Is there a way to get the changes to show without rebooting the
> server? I'm working remotely at the moment.
>  
> Thanks for the help!
> -Brandi
>
>  
> On 4/23/07, *Mathew* <theillien at yahoo.com
> <mailto:theillien at yahoo.com>> wrote:
>
>     Restart the web server.
>     If we don't protect the freedom of speech, how will we know who the
>     assholes are?
>
>     http://theillien.blogspot.com
>
>     Brandi L wrote:
>     > Hi all!
>     >
>     > Forgive my ignorance here, I've just download RT (version 3.6.3)
>     and am
>     > not all that familiar with it. Can someone tell me how I can make
>     > changes show up once I've made them in the code? Not sure what to do
>     > here. Thanks for the assistance!
>     >
>     > -Brandi
>     >
>     >
>     >
>     ------------------------------------------------------------------------
>
>     >
>     > _______________________________________________
>     > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>     >
>     > Community help: http://wiki.bestpractical.com
>     > Commercial support: sales at bestpractical.com
>     <mailto:sales at bestpractical.com>
>     >
>     >
>     > Discover RT's hidden secrets with RT Essentials from O'Reilly
>     Media.
>     > Buy a copy at http://rtbook.bestpractical.com
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 shannon_adams68 at yahoo.com  Mon Apr 23 16:56:07 2007
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Mon, 23 Apr 2007 13:56:07 -0700 (PDT)
Subject: [rt-users] On Resolve Scrip
Message-ID: <698743.74719.qm@web52904.mail.re2.yahoo.com>

Using RT 3.6.1.  I am trying to reduce the number of emails an admin CC receives when an RT ticket is commented on and marked as resolved.  Currently,  I have two Scrips setup that are related to this:  "On Resolve Notify AdminCcs as Comment with template Resolve with Ticket Content" and "On Correspond Notify Requesters, Ccs and AdminCcs with template Correspondence".

Here is how we mark tickets as resolved:

  1.  Open specific ticket and choose "Resolve" link (top right).
  2.  Change the "Update Type" to "Reply to requesters".  
  3.  Key text in "Message:" section. and click on the "Update Ticket" button.

This generates two emails to the admin cc's of the queue.  One, for the resolution.  The second one contains the correspondence.  I want to somehow combine these two emails into one when these steps are followed.  

At times, users will just click "resolve" and then "Update Ticket" without keying in correspondence.  That generates just one email; which is fine.  

I hope this makes sense.  I would appreciate any suggestions on this.

Thanks,
Shannon  



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


From gleduc at mail.sdsu.edu  Mon Apr 23 17:51:20 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 23 Apr 2007 14:51:20 -0700
Subject: [rt-users] Scrips and Custom fields values 
In-Reply-To: <6.2.1.2.2.20070423122134.02d54d00@mail.sdsu.edu>
References: <OFB2A79034.C9ABDFFF-ONC12572C6.0052AA45-C12572C6.00542436@esa.int>
	<6.2.1.2.2.20070423122134.02d54d00@mail.sdsu.edu>
Message-ID: <6.2.1.2.2.20070423143109.02dbd7f0@mail.sdsu.edu>

This behavior doesn't seem to apply to all fields.  I've gotten it to 
revert when my scrip modifies Owner and a custom field, but if I modify 
Priority it doesn't get undone.  I've sent it to rt-bugs.

At 12:48 PM 4/23/2007, Gene  LeDuc wrote:
>I think I know what is happening.  At least this is what's happening to me.
>
>When you click the submit button after changing a field in a ticket using 
>the webui, it seems to run a transaction that compares the displayed field 
>values after all of the other transactions have run - and then it reset 
>them to what it thinks they should be.  And since it doesn't seem to know 
>that a scrip modified a field, it sets it back to what it was when the 
>Submit was clicked.
>
>That description is kind of convoluted, so I'll give an example that I 
>hope is clearer.
>
>1.  I have a ticket whose Owner is Nobody and Status is Open.
>2.  I also have an OnResolve scrip that changes the Owner to the logged-in 
>user if it is Nobody.
>3.  Using the webui I change the Status to Resolved (but leave the Owner 
>set to Nobody).
>4.  My OnResolve srcip fires and changes the Owner to the logged-in 
>user.  But then it seems that the webui compares all of the values of the 
>ticket's fields against what it knows about (it apparently doesn't know 
>about the owner change) and sees that the ticket Owner is not Nobody.  But 
>since it was Nobody when I hit the Submit button, it changes it back to 
>that value.  And that's the final word, because no transaction run after 
>it does this (I tried testing for owner change to nobody, but it never 
>fired), so I can't undo the unwanted change.
>
>If I resolve my tickets via e-mail, everything is fine.  But using the 
>webui runs that extra last transaction and my scrip action gets undone.  I 
>finally realized what was happening when I noticed that there were 2 
>bullets listed under "Results" on my ticket when it redisplayed the 
>ticket.  The first showed the status change that I made and the second 
>showed the owner being set back to Nobody.
>
>If you have a custom field displayed and you are changing it with a scrip 
>that is triggered by an action caused by a webui change, the webui is 
>probably changing it back to what it thinks it's supposed to be.
>
>You might be able to use TransactionBatch to work around this interesting 
>but irritating feature.
>
>
>At 08:19 AM 4/23/2007, Silvana.Giberti at esa.int wrote:
>
>>I'm still having problems with scrips modifying some custom field values.
>>
>>I have 2 custom fields created at ticket creation time, and 2 others to 
>>be updated whenever one of the other two change value. This is done by 
>>several scrips, 2 running at ticket creation and the others running when 
>>one of the 2 initial custom field is updated.
>>
>>Sometimes it happens that one of the other 2 custom fields is updated 
>>twice by the third scrip, a first time with the right value, and a second 
>>time instead with the value the custom field had before, with the final 
>>effect that the value never changes.
>>
>>I've been trying many different changes, and also to recreate the cf and 
>>the scrips into a different installation of RT, with the only effect that 
>>the behaviour is the opposite: if with the first installation the third 
>>custom field is always right and the fourth one never changes, with the 
>>second installation the situation is the opposite, that is, the third 
>>never changes and the fourth is ok.
>>
>>Comparing the 2 cases in RT log file, it looks like there's an extra 
>>transaction firing after the update of the wrong custom field, but I 
>>can't tell what it does.
>>
>>All custom fields are defined global for tickets in all queues.
>>
>>Does anyone have an idea of what to do to fix this problem?
>>
>>Thanks,
>>Silvana
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>Buy a copy at http://rtbook.bestpractical.com
>
>
>--
>Gene LeDuc, GSEC
>Security Analyst
>San Diego State University
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From KFCrocker at lbl.gov  Mon Apr 23 19:09:57 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 23 Apr 2007 16:09:57 -0700
Subject: [rt-users] On Resolve Scrip
In-Reply-To: <698743.74719.qm@web52904.mail.re2.yahoo.com>
References: <698743.74719.qm@web52904.mail.re2.yahoo.com>
Message-ID: <462D3CC5.2090102@lbl.gov>

Shannon,


	We accomplished this by modifying the Resolve template to include the 
comments made during the "Resolve" transaction. Attached is a document 
with our version of the "Resolve" template. If you create your own 
version, be sure to modify the scrip to point to your new template.

Kenn
LBNL

Shannon Adams wrote:
> Using RT 3.6.1.  I am trying to reduce the number of emails an admin CC receives when an RT ticket is commented on and marked as resolved.  Currently,  I have two Scrips setup that are related to this:  "On Resolve Notify AdminCcs as Comment with template Resolve with Ticket Content" and "On Correspond Notify Requesters, Ccs and AdminCcs with template Correspondence".
> 
> Here is how we mark tickets as resolved:
> 
>   1.  Open specific ticket and choose "Resolve" link (top right).
>   2.  Change the "Update Type" to "Reply to requesters".  
>   3.  Key text in "Message:" section. and click on the "Update Ticket" button.
> 
> This generates two emails to the admin cc's of the queue.  One, for the resolution.  The second one contains the correspondence.  I want to somehow combine these two emails into one when these steps are followed.  
> 
> At times, users will just click "resolve" and then "Update Ticket" without keying in correspondence.  That generates just one email; which is fine.  
> 
> I hope this makes sense.  I would appreciate any suggestions on this.
> 
> Thanks,
> Shannon  
> 
> 
> 
> __________________________________________________
> 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
> 
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From epeterson at edc.org  Mon Apr 23 20:20:52 2007
From: epeterson at edc.org (Erik Peterson)
Date: Mon, 23 Apr 2007 20:20:52 -0400
Subject: [rt-users] changes don't show
In-Reply-To: <a3a53f9f0704231431o20e645c4p9e22118f5e3c99a0@mail.gmail.com>
References: <a3a53f9f0704231214l5b8320fu8d67b174a6af30be@mail.gmail.com><462D05F7.3080703@yahoo.com>
	<a3a53f9f0704231431o20e645c4p9e22118f5e3c99a0@mail.gmail.com>
Message-ID: <35589DD47219F14BBFE1446979A831B4094D5246@athena.ad.edc.org>

Hi Brandi,

You might also look at the "Development" settings if you're going to be making a lot of changes or if you're on a development system.

In your RT_SiteConfig.pm, you can set:

Set($DevelMode, '1');

Which will give you the ability to make changes without needing to restart the server each time.  You will need to restart the web service once to invoke this change.  It will "slow down" you server if it's a production machine, so I wouldn't use this setting on a heavily trafficked production site.

Then once you're "finished" with big changes, you can remove that line (or just change the value to '0' instead of '1').

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

(I can't get the new rt.bestpractical.com wiki to load right now...)

Hope that helps,
Erik



From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brandi L
Sent: Monday, April 23, 2007 5:31 PM
To: Mathew; RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] changes don't show

Is there a way to get the changes to show without rebooting the server? I'm working remotely at the moment.
?
Thanks for the help!
-Brandi

?
On 4/23/07, Mathew <theillien at yahoo.com> wrote: 
Restart the web server.
If we don't protect the freedom of speech, how will we know who the
assholes are? 

http://theillien.blogspot.com

Brandi L wrote:
> Hi all!
>
> Forgive my ignorance here, I've just download RT (version 3.6.3) and am
> not all that familiar with it. Can someone tell me how I can make 
> changes show up once I've made them in the code? Not sure what to do
> here. Thanks for the assistance!
>
> -Brandi
>
>
> ------------------------------------------------------------------------ 
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 mikef at ack.berkeley.edu  Tue Apr 24 00:41:29 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Mon, 23 Apr 2007 21:41:29 -0700 (PDT)
Subject: [rt-users] Lots of log messages for merged tickets
Message-ID: <20070423212923.U77696@malcolm.berkeley.edu>

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

Is it my imagination, or does RT 3.6.3 do more voluminous 'debug' level 
logging than, say, 3.4.5 or 3.4.2?

In particular, in 3.6.3, whenever I reference a ticket that consists of a 
couple of merged tickets, I get several dozen rapid-fire messages in my 
rt.log, like this:

   [debug]: We found a merged ticket.566/561
             (/users/ist-rt/RT/rt/ist-rt/lib/RT/Ticket_Overlay.pm:271)

The identical message appears consecutively at least a couple of dozen 
times and the same same thing occurs for each ticket that was merged into 
the selected ticket.

In earlier RT versions, I might see no more than 3 or 5 such consecutive 
log messages.

My log is filling up quite fast because of this.

Any ideas?

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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Version: PGP 6.5.8

iQA/AwUBRi2Kfq0bf1iNr4mCEQJVfgCcDo6JR0/jspHEtYRvv+cPuf+2inIAnRY/
jCv8a2cQpWZBZhE2eGs73uWa
=O7yt
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From mario at rimann.org  Tue Apr 24 03:59:14 2007
From: mario at rimann.org (Mario Rimann)
Date: Tue, 24 Apr 2007 09:59:14 +0200 (CEST)
Subject: [rt-users] Attachment issue on RT 3.6.3
Message-ID: <21732.212.55.219.98.1177401554.squirrel@mail.oliverklee.com>

Hi!

We've freshly set up RT on a Gentoo box and most of it runs very well by
now. Most tickets will be opened through incoming emails.

This is my current issue: Only text attachments are saved to the database.
All other (tested with JPG) file types that are sent in via mail (inline
or as attachment) or attached on the web GUI don't work.

The result is, that the filename is shown in the ticket, but it is not
linked. The DB row contains the filename, content Type but no content.

The max size for attachments in the RT_SiteConfig is set to >10MB, and
also MySQL's "max_packet_size" is set to a big value. The images I tried
to attach were <300K, so that shouldn't be a problem I think.

Any help on this issue is very appreciated!

Cheers,
Mario



From Silvana.Giberti at esa.int  Tue Apr 24 06:05:21 2007
From: Silvana.Giberti at esa.int (Silvana.Giberti at esa.int)
Date: Tue, 24 Apr 2007 12:05:21 +0200
Subject: [rt-users] Scrips and Custom fields values
In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0177CA50@NYC1MS01.lic.corp.freshdirect.com>
Message-ID: <OF6E43561D.D7B1D21D-ONC12572C7.00358598-C12572C7.00376C3A@esa.int>

Thanks everybody for helping me on this issue!

I was finally able to solve my problem on scrips and custom fields values. 
 As few people had suggested, I just had to enable the batch transaction 
stage in the RT_SiteConfig.pm, setting stage "TransactionBatch" for that 
one scrip that updates the CF, restart httpd, and magically everything 
worked well!
Now I can see that all other transactions are executed and committed 
before, and then the batch transaction starts and completes successfully. 
You just have to re-display the page to see the changes.

I agree with that the problem may be generated by the webui that runs an 
extra transaction and the CF update gets undone.

Anyway, that was a great input, thanks again!

- Silvana
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From indy at civ.zcu.cz  Tue Apr 24 07:02:31 2007
From: indy at civ.zcu.cz (Petr Grolmus)
Date: Tue, 24 Apr 2007 13:02:31 +0200 (CEST)
Subject: [rt-users] RT at the University of West Bohemia 
In-Reply-To: <79D91DE8-3538-4290-BCB0-436D25FB7D5E@bestpractical.com>
Message-ID: <Pine.LNX.4.44.0704241301520.9941-100000@nemesis>

Thank you, Kevin. I'll try it! ;)

-indy

>
> On Apr 17, 2007, at 1:54 PM, Petr Grolmus wrote:
>
> > In the README file of migration tool there is a sentence "This tool
> > migrates your RT2 instance to an RT 3.0 instance". Couldn't be this
> > the
> > source of problems when I'm trying to migrate data to RT 3.6.x?
> >
> > Would you know about any newer version of migration tool without such
> > problems? Even commercial/payed version? Or any ideas what could be
> > wrong and what should we focus on?
>
> Hi Petr
>
> Can you try
> http://search.cpan.org/dist/RT-Extension-RT2toRT3
>
> This is a new release of the rt2-to-rt3 tool that works with 3.6.
> We didn't test on Oracle (we went mysql=>mysql) but this new release
> fixed a number of bugs.
>
> -kevin
>
>
>
>

                                              Petr Grolmus

--------------------------------------------------------------------------
 Petr Grolmus

 Laboratory for Computer Science
 University of West Bohemia
 Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632 851
 Czech Republic                                    E-mail: indy at civ.zcu.cz
--------------------------------------------------------------------------



From jesse at bestpractical.com  Tue Apr 24 08:45:39 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 24 Apr 2007 08:45:39 -0400
Subject: [rt-users] Lots of log messages for merged tickets
In-Reply-To: <20070423212923.U77696@malcolm.berkeley.edu>
References: <20070423212923.U77696@malcolm.berkeley.edu>
Message-ID: <CA00F457-64CE-45DA-BC73-519089964432@bestpractical.com>


On Apr 24, 2007, at 12:41 AM, Mike Friedman wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Is it my imagination, or does RT 3.6.3 do more voluminous 'debug'  
> level logging than, say, 3.4.5 or 3.4.2?
>
> In particular, in 3.6.3, whenever I reference a ticket that  
> consists of a couple of merged tickets, I get several dozen rapid- 
> fire messages in my rt.log, like this:
>
>   [debug]: We found a merged ticket.566/561
>             (/users/ist-rt/RT/rt/ist-rt/lib/RT/Ticket_Overlay.pm:271)
>
> The identical message appears consecutively at least a couple of  
> dozen times and the same same thing occurs for each ticket that was  
> merged into the selected ticket.
>
> In earlier RT versions, I might see no more than 3 or 5 such  
> consecutive log messages.
>
> My log is filling up quite fast because of this.
>
> Any ideas?
>
  	

The 'debug' log level is really intended for, well, debugging. In  
production, I'd probably turn it down to "warn" or "info"

Best,
Jesse

> Thanks.
>
> Mike
>
> ______________________________________________________________________ 
> ___
> Mike Friedman                        Information Services & Technology
> mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
> 1-510-642-1410                       University of California at  
> Berkeley
> http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
> ______________________________________________________________________ 
> ___
>
> -----BEGIN PGP SIGNATURE-----
> Version: PGP 6.5.8
>
> iQA/AwUBRi2Kfq0bf1iNr4mCEQJVfgCcDo6JR0/jspHEtYRvv+cPuf+2inIAnRY/
> jCv8a2cQpWZBZhE2eGs73uWa
> =O7yt
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From steven at aznc.com  Tue Apr 24 10:12:30 2007
From: steven at aznc.com (Steven Hollingsworth)
Date: Tue, 24 Apr 2007 07:12:30 -0700
Subject: [rt-users] Attachment issue on RT 3.6.3
In-Reply-To: <21732.212.55.219.98.1177401554.squirrel@mail.oliverklee.com>
References: <21732.212.55.219.98.1177401554.squirrel@mail.oliverklee.com>
Message-ID: <20070424141230.GT22376@homews>

On Tue, Apr 24, 2007 at 09:59:14AM +0200, Mario Rimann wrote:
> Any help on this issue is very appreciated!
> 
> Cheers,
> Mario

Hi Mario,

Had the same problem earlier, but had radio silence on the thread [0].
If you find a resolution to this please post your findings. Still
looking myself.

Can you let me know if you're getting the same errors as I did. It's at
the very bottom of the e-mail.

Thanks,

~ stevo


[0] - http://lists.bestpractical.com/pipermail/rt-users/2007-April/045338.html


From rfh at pipex.net  Tue Apr 24 10:16:39 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 24 Apr 2007 15:16:39 +0100
Subject: [rt-users] Attachment issue on RT 3.6.3
In-Reply-To: <20070424141230.GT22376@homews>
References: <21732.212.55.219.98.1177401554.squirrel@mail.oliverklee.com>
	<20070424141230.GT22376@homews>
Message-ID: <462E1147.10807@pipex.net>

Steven,Mario;
Have a look at :
http://lists.fsck.com/pipermail/rt-users/2006-July/040843.html
it maybe related.
Roy

Steven Hollingsworth wrote:
> On Tue, Apr 24, 2007 at 09:59:14AM +0200, Mario Rimann wrote:
>   
>> Any help on this issue is very appreciated!
>>
>> Cheers,
>> Mario
>>     
>
> Hi Mario,
>
> Had the same problem earlier, but had radio silence on the thread [0].
> If you find a resolution to this please post your findings. Still
> looking myself.
>
> Can you let me know if you're getting the same errors as I did. It's at
> the very bottom of the e-mail.
>
> Thanks,
>
> ~ stevo
>
>
> [0] - http://lists.bestpractical.com/pipermail/rt-users/2007-April/045338.html
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   



From jesse at bestpractical.com  Tue Apr 24 11:23:41 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 24 Apr 2007 11:23:41 -0400
Subject: [rt-users] Attachment issue on RT 3.6.3
In-Reply-To: <21732.212.55.219.98.1177401554.squirrel@mail.oliverklee.com>
References: <21732.212.55.219.98.1177401554.squirrel@mail.oliverklee.com>
Message-ID: <BEAC82E4-4A35-4F66-9ED9-009BA4FF5E5E@bestpractical.com>


On Apr 24, 2007, at 3:59 AM, Mario Rimann wrote:

> Hi!
>
> We've freshly set up RT on a Gentoo box and most of it runs very  
> well by
> now. Most tickets will be opened through incoming emails.
>
> This is my current issue: Only text attachments are saved to the  
> database.
> All other (tested with JPG) file types that are sent in via mail  
> (inline
> or as attachment) or attached on the web GUI don't work.
>
> The result is, that the filename is shown in the ticket, but it is not
> linked. The DB row contains the filename, content Type but no content.
>
> The max size for attachments in the RT_SiteConfig is set to >10MB, and
> also MySQL's "max_packet_size" is set to a big value. The images I  
> tried
> to attach were <300K, so that shouldn't be a problem I think.
>
> Any help on this issue is very appreciated!

Do you see errors in the apache or syslog?

>
> Cheers,
> Mario
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From sf at stevefink.net  Tue Apr 24 11:26:50 2007
From: sf at stevefink.net (Steve Finkelstein)
Date: Tue, 24 Apr 2007 11:26:50 -0400
Subject: [rt-users] E-mail Scrip(s) inquiry
Message-ID: <462E21BA.2090105@stevefink.net>

Hi all,

I had an issue with someone tampering with permissions in /opt/rt3
earlier. After correcting ownership/permissions, I've noticed when I
submit tickets via e-mail, I'm not receiving a ticket creation template
back in my inbox. The following excerpts are in logs:

Apr 24 10:06:44 vitamin-nybw RT:
<rt-3.6.1-4225-1177423604-1239.42-3-0 at limemedical.com> sent  To:
user1 at foo.com (/opt/rt3/lib/RT/Action/SendEmail.pm:325)
Apr 24 10:06:44 vitamin-nybw RT:
<rt-3.6.1-4225-1177423604-1804.42-4-0 at limemedical.com> #42/849 - Scrip 4
 (/opt/rt3/lib/RT/Action/SendEmail.pm:238)
Apr 24 10:06:45 vitamin-nybw RT: /usr/sbin/sendmail exitted with status
17152 (/opt/rt3/lib/RT/Action/SendEmail.pm:285)
Apr 24 10:06:45 vitamin-nybw RT:
<rt-3.6.1-4225-1177423604-1804.42-4-0 at limemedical.com> sent  Bcc:
user2 at foo.com, user3 at foo.com (/opt/rt3/lib/RT/Action/SendEmail.pm:325)
Apr 24 10:06:45 vitamin-nybw RT: Ticket 42 created in queue 'helpdesk'
by sf (/opt/rt3/lib/RT/Ticket_Overlay.pm:755)

Any idea what could possibly be tampering with me no longer receiving
ticket creation in my inbox?

Also, I'd like to receive all comments/replies in my inbox, even if I
was the individual who posted the comment/reply.

Thanks,

- sf


From mikef at ack.berkeley.edu  Tue Apr 24 11:27:59 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Tue, 24 Apr 2007 08:27:59 -0700 (PDT)
Subject: [rt-users] Lots of log messages for merged tickets
In-Reply-To: <CA00F457-64CE-45DA-BC73-519089964432@bestpractical.com>
References: <20070423212923.U77696@malcolm.berkeley.edu>
	<CA00F457-64CE-45DA-BC73-519089964432@bestpractical.com>
Message-ID: <20070424081640.X90816@malcolm.berkeley.edu>

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

On Tue, 24 Apr 2007 at 08:45 (-0400), Jesse Vincent wrote:

> On Apr 24, 2007, at 12:41 AM, Mike Friedman wrote:
>
>> Is it my imagination, or does RT 3.6.3 do more voluminous 'debug' level 
>> logging than, say, 3.4.5 or 3.4.2?
>> 
> The 'debug' log level is really intended for, well, debugging. In 
> production, I'd probably turn it down to "warn" or "info"

Jesse,

Well, that certainly makes a lot of sense.  I was a bit concerned that the 
difference between 3.4.2 and 3.6.3 in the amount logged under 'debug' 
might reflect something wrong with my setup of the latter.  But I have no 
evidence for this, so I'll just change 'debug' to 'info' and see how that 
goes.  I assume I won't miss any messages that I need to know about in 
normal operation.

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From jesse at bestpractical.com  Tue Apr 24 11:30:09 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 24 Apr 2007 11:30:09 -0400
Subject: [rt-users] Lots of log messages for merged tickets
In-Reply-To: <20070424081640.X90816@malcolm.berkeley.edu>
References: <20070423212923.U77696@malcolm.berkeley.edu>
	<CA00F457-64CE-45DA-BC73-519089964432@bestpractical.com>
	<20070424081640.X90816@malcolm.berkeley.edu>
Message-ID: <EFB101E4-5BDB-4984-98A4-8BAED8195406@bestpractical.com>


On Apr 24, 2007, at 11:27 AM, Mike Friedman wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> On Tue, 24 Apr 2007 at 08:45 (-0400), Jesse Vincent wrote:
>
>> On Apr 24, 2007, at 12:41 AM, Mike Friedman wrote:
>>
>>> Is it my imagination, or does RT 3.6.3 do more voluminous 'debug'  
>>> level logging than, say, 3.4.5 or 3.4.2?
>> The 'debug' log level is really intended for, well, debugging. In  
>> production, I'd probably turn it down to "warn" or "info"
>
> Jesse,
>
> Well, that certainly makes a lot of sense.  I was a bit concerned  
> that the difference between 3.4.2 and 3.6.3 in the amount logged  
> under 'debug' might reflect something wrong with my setup of the  
> latter.  But I have no evidence for this, so I'll just change  
> 'debug' to 'info' and see how that goes.  I assume I won't miss any  
> messages that I need to know about in normal operation.

We tend to add more debugging output when we're doing more debugging.  
We don't tend to remove new debugging output.

Jesse


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From shannon_adams68 at yahoo.com  Tue Apr 24 11:44:29 2007
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Tue, 24 Apr 2007 08:44:29 -0700 (PDT)
Subject: [rt-users] TransactionBatchStage/Scrip Questions
Message-ID: <750806.68677.qm@web52902.mail.re2.yahoo.com>

I sent in a similar query yesterday related to this.  I haven't had much luck finding a resolution.  Hopefully, I can explain the situation more clearly.  Our users close tickets three different ways:

1.  Changing the status to resolved with no comments.
2.  Changing the status to resolved and keying comments (not sent to requestors).
3.  Changing the status to resolved.  Go down to the "Update ticket" section and change the "Update type" to "Reply to requesters".  Key in comments and click on the "Save Changes" button.

Methods two and three generate two emails to the admin cc's based on the scripts I have setup.  The scripts are  "On Resolve Notify AdminCcs as Comment with template Resolve with Ticket Content" and "On Correspond Notify Requesters, Ccs and AdminCcs with template Correspondence".  What I want to do is only send one email when the user changes the status to "resolved" and keys "comments" or chooses "Reply to requestors".  However, I don't want to disable the "On Correspond" since a user may input comments or use "reply to requestors" without changing the status to resolved.

It looks like the TransactionBatchStage feature might be what is needed in my case, but I am not clear on how it works.  Any help is greatly appreciated.

Shannon




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


From sturner at MIT.EDU  Tue Apr 24 12:01:14 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 24 Apr 2007 12:01:14 -0400
Subject: [rt-users] Group Rights on System Groups & Role Groups
Message-ID: <6.2.3.4.2.20070424115255.038d1e20@po14.mit.edu>

Hello all,

Something came up recently that I'm surprise I haven't noticed before.

In our RT system, we distribute queue administration to the business 
owners of the queues, and a queue admin recently reported that on the 
Group Rights screen for his queue, he could not see any groups listed 
under System Groups or Roles.

What this means is that he can't see the full picture of group access 
to his queue - for example he can't see that Everyone has 
CreateTicket in his queue.

Digging into the code shows me that the SeeGroup privilege controls 
what groups you see on the GroupRights page, and apparently nobody 
(except super users) have this privilege on the system groups or role 
groups. I presume this is the RT default, as we haven't fiddled with this.

So next I hunted for a config screen that would allow me to set 
access on these special groups, but I couldn't find one. I can hack 
the group-rights-on-a-group URL with the special group's IDs, but 
that doesn't feel quite kosher. I started wondering why this function 
was hidden, and if I'm causing problems for myself if I give SeeGroup 
on the Everyone, Privileged, AdminCc etc groups to all my privileged RT users.

Any thoughts or advice? Anyone encountered this before?

Thanks,
Steve


Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)




From steven at aznc.com  Tue Apr 24 14:12:40 2007
From: steven at aznc.com (Steven Hollingsworth)
Date: Tue, 24 Apr 2007 11:12:40 -0700
Subject: [rt-users] Attachment issue on RT 3.6.3
In-Reply-To: <462E1147.10807@pipex.net>
References: <21732.212.55.219.98.1177401554.squirrel@mail.oliverklee.com>
	<20070424141230.GT22376@homews> <462E1147.10807@pipex.net>
Message-ID: <20070424181240.GA22376@homews>

On Tue, Apr 24, 2007 at 03:16:39PM +0100, Roy El-Hames wrote:
> Steven,Mario;
> Have a look at :
> http://lists.fsck.com/pipermail/rt-users/2006-July/040843.html
> it maybe related.
> Roy

Thanks Roy, that worked for me, now I can attach binaries. My Notes follow.

~ stevo

====================================
====================================
Have to login as root because cannot alter the table as the mysql rtuser.

mysql -u root -p

use rt3;
show tables;

mysql> describe Attachments;
+-----------------+--------------+------+-----+---------+----------------+
| Field           | Type         | Null | Key | Default | Extra          |
+-----------------+--------------+------+-----+---------+----------------+
| id              | int(11)      |      | PRI | NULL    | auto_increment |
| TransactionId   | int(11)      |      | MUL | 0       |                |
| Parent          | int(11)      |      | MUL | 0       |                |
| MessageId       | varchar(160) | YES  |     | NULL    |                |
| Subject         | varchar(255) | YES  |     | NULL    |                |
| Filename        | varchar(255) | YES  |     | NULL    |                |
| ContentType     | varchar(80)  | YES  |     | NULL    |                |
| ContentEncoding | varchar(80)  | YES  |     | NULL    |                |
| Content         | longtext     | YES  |     | NULL    |                |
| Headers         | longtext     | YES  |     | NULL    |                |
| Creator         | int(11)      |      |     | 0       |                |
| Created         | datetime     | YES  |     | NULL    |                |
+-----------------+--------------+------+-----+---------+----------------+
12 rows in set (0.00 sec)

ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL;



From aarbitman at CloudShield.com  Tue Apr 24 13:57:32 2007
From: aarbitman at CloudShield.com (Aleksandr Arbitman)
Date: Tue, 24 Apr 2007 10:57:32 -0700
Subject: [rt-users] how to find ${RTHOME}  value
Message-ID: <1177437452.6722.138.camel@cs-alexsuse-dt.cloudshield.com>

I have installed RT3 package on fedora-6 using standard install:
"yum install rt3".
I am setting up LDAP authentication for windows domain users and need to
create some folders and config files under "${RTHOME}/some_folders/foo".
Yum install created the following folders:
/usr/share/rt3
/var/log/rt3 (empty)
/var/lib/rt3  (empty)
/var/lib/mysql/rt3  
/var/cache/rt3
/etc/rt3

Having all of the above,since I didn't install from source, how do I
find out what is my $RTHOME  folder ??
Thank you for help


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From dan at eyespotcorp.com  Tue Apr 24 18:00:45 2007
From: dan at eyespotcorp.com (Dan Parsons)
Date: Tue, 24 Apr 2007 15:00:45 -0700
Subject: [rt-users] Search tickets by creator?
Message-ID: <EA3A6FA2-E23B-4DFE-8F81-603EFC60A713@eyespotcorp.com>

In summary: How do I add a "All tickets I've created" search to all  
users "RT at a Glance" page?

I'm working on a new RT installation, and I'm trying to set it up so  
that any time a new user logs in, their default RT At a Glance page  
includes a search that shows all the tickets in the system that they  
created.

By default, the "My Tickets" search shows tickets that they OWN, but  
once a sysadmin takes over a ticket, it leaves their list, and we  
would like them to still be able to see it. They still own the ticket  
in this scenario; which is why I want to search on that.

I figured out how to make a search that shows all the tickets owned  
by a specific user ID, but I'd have to put that search in manually  
for every new user. How can I create a search that:

(1) is automatically displayed on every new users RT at a Glance

(2) Does something like this:

  Queue = 'techops' AND  (  Status = 'new' AND Status = 'open' AND  
Creator = '%SELF%' )

Where "%SELF%" is some magical token that puts in the user # of  
whatever account the search is running under. If no such token  
exists, then how does RT automatically install the "My Tickets"  
search, which (from the end user perspective) always has their user  
ID hard-coded into the search? If I could do that myself, I think  
this could work. By this point in my email, you should know what end- 
goal I want; if I'm going down the wrong path to achieving this,  
please let me know.




-> dp



From dan at eyespotcorp.com  Tue Apr 24 18:17:00 2007
From: dan at eyespotcorp.com (Dan Parsons)
Date: 24 Apr 2007 15:17:00 -0700
Subject: [rt-users] Auto set "can be assigned privs." to NO
Message-ID: <3260272644.8621771@gideon.swishmail.com>

When a new user logs in, I'd like the option "User can be assigned priveleges" to be set to no, automatically. Do you have any suggestions on how to do this?

Dan Parsons
dan at eyespotcorp.com



From justin at cityfone.net  Tue Apr 24 20:12:44 2007
From: justin at cityfone.net (Justin Zygmont)
Date: Tue, 24 Apr 2007 17:12:44 -0700
Subject: [rt-users] RT problem
Message-ID: <462E9CFC.30009@cityfone.net>

I have this strange and unexplainable problem with RT 3.4.6 on RHEL4. 
For some reason when using RT for any length of time, I get a 
mason_handler process taking up all 2 GB of ram on the server, and 
driving the load up to about 40, which causes the system to freeze.
You can see this from a top session just as it happens, the ram usage is 
89.9%, is there any way to know what could be causing this?  I've ruled 
out fastcgi or apache from being a problem.  Any ideas would be appreciated.



2948 apache    15   0 4317m 1.8g 1412 D   28 89.9   0:36.19 mason_handler.f


-- 
Justin Zygmont
System and Network Administrator
Cityfone Telecommunications Inc

604.629.8841
justin at cityfone dot net


From jesse at bestpractical.com  Tue Apr 24 20:43:08 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 24 Apr 2007 20:43:08 -0400
Subject: [rt-users] RT problem
In-Reply-To: <462E9CFC.30009@cityfone.net>
References: <462E9CFC.30009@cityfone.net>
Message-ID: <9A875442-711E-492B-B4AA-AC5DE56934A3@bestpractical.com>


On Apr 24, 2007, at 8:12 PM, Justin Zygmont wrote:

> I have this strange and unexplainable problem with RT 3.4.6 on  
> RHEL4. For some reason when using RT for any length of time, I get  
> a mason_handler process taking up all 2 GB of ram on the server,  
> and driving the load up to about 40, which causes the system to  
> freeze.
> You can see this from a top session just as it happens, the ram  
> usage is 89.9%, is there any way to know what could be causing  
> this?  I've ruled out fastcgi or apache from being a problem.  Any  
> ideas would be appreciated.
>
>
>
Nothing in the logs? I'd suspect infinite recursion.

-jesse

> 2948 apache    15   0 4317m 1.8g 1412 D   28 89.9   0:36.19  
> mason_handler.f
>
>
> -- 
> Justin Zygmont
> System and Network Administrator
> Cityfone Telecommunications Inc
>
> 604.629.8841
> justin at cityfone dot net
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From torsten.brumm at Kuehne-Nagel.com  Tue Apr 24 20:44:12 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Wed, 25 Apr 2007 02:44:12 +0200
Subject: AW: [rt-users] RT problem
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03943142C3@w3hamboex11.ger.win.int.kn>

Hi,

Yes we had it also, special after on on longer time of pt no pot usage (?!?) We fixed it dirty by nightly reboots. Later we switched to mod_fcgid.

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Wed Apr 25 02:12:44 2007
Subject: [rt-users] RT problem

I have this strange and unexplainable problem with RT 3.4.6 on RHEL4. 
For some reason when using RT for any length of time, I get a 
mason_handler process taking up all 2 GB of ram on the server, and 
driving the load up to about 40, which causes the system to freeze.
You can see this from a top session just as it happens, the ram usage is 
89.9%, is there any way to know what could be causing this?  I've ruled 
out fastcgi or apache from being a problem.  Any ideas would be appreciated.



2948 apache    15   0 4317m 1.8g 1412 D   28 89.9   0:36.19 mason_handler.f


-- 
Justin Zygmont
System and Network Administrator
Cityfone Telecommunications Inc

604.629.8841
justin at cityfone dot net
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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From tab at secu.dk  Wed Apr 25 01:42:03 2007
From: tab at secu.dk (Tommy Abrahamsson)
Date: Wed, 25 Apr 2007 05:42:03 +0000 (UTC)
Subject: [rt-users] Detailed registration of time spend on a ticket
Message-ID: <22904462.1411177479723143.JavaMail.root@APPBRH001.secu.local>

Hi 

I'm trying to figure out how to use RT for more detailed time tracking when working on tickets. The reason is that I work for a specific client, which require specific hours and dates - not just "4 hours" - when I send the bill. The bill is monthly, which is why the need for more details. 

I'd really like to end up with something like this (note multiple registrations pr ticket): 

Date 
	Description 
	Hours 

01012007 
	problem with bla bla bla 
	09:00 - 11:00 

02012007 
	problem with bla bla bla 	14:00 - 15:00 

05012007 
	new problem with bla bla bla 
	10:00 - 11:00 

I'm not an expert on RT, so my knowledge isn't that great. I was thinking something like a CF pr ticket, ie Workhistory, which gets updated automatically when the ticket is updated. But that'll require that the ticket gets updated precisely when the job is done - which is not always the case :) 

So...does anyone have any good ideas? 



Hope this makes sense. Thanks in advance! 

-- 
Med venlig hilsen / Best regards 

Tommy Abrahamsson 
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From JoopvandeWege at mococo.nl  Wed Apr 25 03:38:50 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 25 Apr 2007 09:38:50 +0200
Subject: [rt-users] Detailed registration of time spend on a ticket
In-Reply-To: <22904462.1411177479723143.JavaMail.root@APPBRH001.secu.local>
References: <22904462.1411177479723143.JavaMail.root@APPBRH001.secu.local>
Message-ID: <462F058A.1020805@mococo.nl>

Tommy Abrahamsson wrote:
> Hi
> 
> I'm trying to figure out how to use RT for more detailed time tracking 
> when working on tickets. The reason is that I work for a specific 
> client, which require  specific hours and dates - not just "4 hours" - 
> when I send the bill. The bill is monthly, which is why the need for 
> more details.
> 
> I'd really like to end up with something like this (note multiple 
> registrations pr ticket):
> 
> Date
> 	Description
> 	Hours
> 01012007
> 	problem with bla bla bla
> 	09:00 - 11:00
> 02012007
> 	problem with bla bla bla	14:00 - 15:00
> 05012007
> 	new problem with bla bla bla
> 	10:00 - 11:00
I did something like this using iReport but you could use almost any 
reporting engine/app you like. What you need to know is the relation 
between tickets -> transactions -> attachments and how to map various 
numerical id's to names etc.
One could write a mason component which would do the same but going 
directly to the database proved, for me, to be simpler and faster, YMMV.

Joop



From BKO at schilling.dk  Wed Apr 25 05:26:12 2007
From: BKO at schilling.dk (Brian Kjelin Olsen)
Date: Wed, 25 Apr 2007 11:26:12 +0200
Subject: [rt-users] =?iso-8859-1?q?Charset_error_in_subject_when_using_Da?=
	=?iso-8859-1?q?nish_letters_=28=E6=F8=E5_/_=C6=D8=C5=29_?=
Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F77D4@mia>

During our correspondence with our customers by mail through the RT system, the Danish letters (??? / ???) is getting unreadable when they are placed in the subject.
Any ideas would be most welcome.

Example:         "Subject: Fwd: [support.schilling.dk #120841] S??gefunktion p?? kunde. ??BLEGR??D?? - ??blegr??d??"
Correct subject: "Subject: Fwd: [support.schilling.dk #120841] S?gefunktion p? kunde. ?BLEGR?D? - ?blegr?d?"

- Copy of "Show outgoing mail" from RT -----------------
MIME-Version: 1.0
In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F77D3 at mia>
References: <RT-Ticket-120841 at Schilling A/S> <60E7170809C4FC4E825DDF39B7ECDE749F77D3 at mia>
Message-ID: <rt-3.6.3-11082-1177491838-329.120841-6-0 at Schilling A/S>
Reply-To: support at schilling.dk
content-type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
RT-Originator: bko at schilling.dk
Managed-BY: RT 3.6.3 (http://www.bestpractical.com/rt/)
Subject: =?ISO-8859-1?B?RndkOiBbc3VwcG9ydC5zY2hpbGxpbmcuZGsgIzEyMDg0MV0gIFPDv2dl?= =?ISO-8859-1?B?ZnVua3Rpb24gcMOlIGt1bmRlLiDDv0JMRUdSw79Ew78gLSDDv2JsZWdy?= =?ISO-8859-1?B?w79kw6U=?=
Date: Wed, 25 Apr 2007 11:04:02 +0200
RT-Ticket: support.schilling.dk #120841
Precedence: bulk
X-RT-Loop-Prevention: support.schilling.dk
To: rh at schilling.dk
Content-Transfer-Encoding: 8bit
From: "Brian K. Olsen via RT" <support at schilling.dk>
X-RT-Original-Encoding: iso-8859-1

Test svar.

?BLEGR?D? - ?blegr?d?

/Brian
---------------------------------------------------------

Med venlig hilsen / Best regards
Brian Kjelin Olsen
Systemkonsulent
?
Schilling A/S
Baldersb?kvej 24-26
DK-2635 Ish?j
Tel: +45 70 27 99 00
Fax: +45 70 27 99 10
bko at schilling.dk
www.schilling.dk



From garyo at genarts.com  Wed Apr 25 09:05:47 2007
From: garyo at genarts.com (Gary Oberbrunner)
Date: Wed, 25 Apr 2007 09:05:47 -0400
Subject: [rt-users] Problem with latest RT: error in HTML::Mason::Command
Message-ID: <462F522B.4040503@genarts.com>

Hi RT folks; I hope you can help me out.  I have an RT which had fallen
into disuse.  I wiped out /opt/rt3, deleted the database, and started
over with rt 3.6.3 (which looks really nice btw).  This is on Fedora
Core 5, mysql, perl 5.8.8, apache2, using mod_perl.

I installed, initialized the db, created users, set up the config using
the web UI, all is nice.  Created a new ticket, and when I go to view
it (not doing a search or anything -- just clicking on a ticket link, i.e.
http://example.com/rt/Ticket/Display.html?id=1), I see this instead of the
ticket body:

====================================
System Error

error:  RT::Ticket::Reminders Unimplemented in HTML::Mason::Commands.
(/opt/rt3/share/html/Ticket/Elements/Reminders line 58)
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/5.8.8/DBIx/SearchBuilder/Record.pm:496
/opt/rt3/share/html/Ticket/Elements/Reminders:58
/opt/rt3/share/html/Ticket/Elements/ShowSummary:79
/opt/rt3/share/html/Widgets/TitleBox:49
/opt/rt3/share/html/Ticket/Elements/ShowSummary:82
/opt/rt3/share/html/Ticket/Display.html:56
/opt/rt3/share/html/Widgets/TitleBox:49
/opt/rt3/share/html/Ticket/Display.html:57
/opt/rt3/share/html/autohandler:292

raw error:

RT::Ticket::Reminders Unimplemented in HTML::Mason::Commands.
(/opt/rt3/share/html/Ticket/Elements/Reminders line 58)


Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('RT::Ticket::Reminders
Unimplemented in HTML::Mason::Commands.
(/opt/rt3/share/html/Ticket/Elements/Reminders line 58) ^J') called at
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 496
DBIx::SearchBuilder::Record::AUTOLOAD('RT::Ticket=HASH(0x8dbd884)') called at
/opt/rt3/share/html/Ticket/Elements/Reminders line 58
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x8dbd884)',
'ShowCompleted', 0) called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96149c8)',
'Ticket', 'RT::Ticket=HASH(0x8dbd884)', 'ShowCompleted', 0) called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, 'Ticket',
'RT::Ticket=HASH(0x8dbd884)', 'ShowCompleted', 0) called at
/opt/rt3/share/html/Ticket/Elements/ShowSummary line 79
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0x9742ae4)')
called at /opt/rt3/share/html/Widgets/TitleBox line 49
HTML::Mason::Commands::__ANON__('title', 'Reminders', 'title_href',
'/rt/Ticket/Reminders.html?id=1', 'class', 'ticket-info-reminders') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x90c58f4)',
'title', 'Reminders', 'title_href', '/rt/Ticket/Reminders.html?id=1', 'class',
'ticket-info-reminders') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Reminders',
'title_href', '/rt/Ticket/Reminders.html?id=1', 'class',
'ticket-info-reminders') called at
/opt/rt3/share/html/Ticket/Elements/ShowSummary line 82
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x8dbd884)',
'Attachments', 'RT::Attachments=HASH(0x8e05488)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8dc0554)',
'Ticket', 'RT::Ticket=HASH(0x8dbd884)', 'Attachments',
'RT::Attachments=HASH(0x8e05488)') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, 'Ticket',
'RT::Ticket=HASH(0x8dbd884)', 'Attachments',
'RT::Attachments=HASH(0x8e05488)') called at
/opt/rt3/share/html/Ticket/Display.html line 56
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1329
HTML::Mason::Request::content('HTML::Mason::Request::ApacheHandler=HASH(0x9742ae4)')
called at /opt/rt3/share/html/Widgets/TitleBox line 49
HTML::Mason::Commands::__ANON__('title', 'Ticket metadata') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x90c58f4)',
'title', 'Ticket metadata') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'Ticket metadata')
called at /opt/rt3/share/html/Ticket/Display.html line 57
HTML::Mason::Commands::__ANON__('id', 1) called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8dbd614)',
'id', 1) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1256
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef, 'id', 1) called at
/opt/rt3/share/html/autohandler line 292
HTML::Mason::Commands::__ANON__('id', 1) called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8e0a080)',
'id', 1) called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef, 'id', 1) called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9742ae4)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9742ae4)')
called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8fe6480)',
'Apache2::RequestRec=SCALAR(0x8debea0)') called at /usr/sbin/webmux.pl line 123
eval {...} at /usr/sbin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x8debea0)') called at -e line 0
eval {...} at -e line 0
=====================================

I'm not sure where to look: HTML::Mason::Commands.pm?  Record.pm?
Elements/Reminders?  I upgraded DBIx::SearchBuilder as recommended on an old
mailing list thread, and restarted apache several times, but no joy.
It seems like the same error as in this email thread:
 http://www.gossamer-threads.com/lists/rt/users/57231#57231
but there was no reply to that.

Here's my RT System Configuration:

Perl v5.8.8 under linux
  Apache2::Const v2.000002;
  Apache2::Log v2.000002;
  Apache2::Module v2.000002;
  Apache2::RequestIO v2.000002;
  Apache2::RequestRec v2.000002;
  Apache2::RequestUtil v2.000002;
  Apache2::Response v2.000002;
  Apache2::ServerUtil v2.000002;
  Apache2::Status v4.00;
  Apache::DBI v1.06;
  Apache::Session v1.81;
  Apache::Session::Generate::MD5 v2.1;
  Apache::Session::Lock::MySQL v1.00;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.00;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  APR v0.009000;
  APR::Pool v0.009000;
  APR::Table v0.009000;
  AutoLoader v5.60;
  base v2.07;
  Benchmark v1.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.23;
  capitalization v0.03;
  Carp v1.04;
  CGI v3.15;
  CGI::Cookie v1.26;
  CGI::Util v1.5;
  Class::Container v0.12;
  Class::Data::Inheritable v0.06;
  Class::ReturnValue v0.53;
  Clone v0.20;
  constant v1.05;
  Cwd v3.19;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v2.9004;
  DBI v1.52;
  DBIx::SearchBuilder v1.48;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.13;
  Devel::StackTraceFrame v0.6;
  Devel::Symdump v2.07;
  Digest::base v1.00;
  Digest::MD5 v2.36;
  DynaLoader v1.05;
  Encode v2.12;
  Encode::Alias v2.04;
  Encode::Config v2.01;
  Encode::Encoding v2.02;
  Errno v1.0901;
  Exception::Class v1.23;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  Fcntl v1.05;
  File::Basename v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::Spec v3.19;
  File::Spec::Functions v1.3;
  File::Spec::Unix v1.5;
  File::Temp v0.17;
  FileHandle v2.01;
  HTML::Element v3.16;
  HTML::Entities v1.32;
  HTML::Formatter v2.04;
  HTML::FormatText v2.04;
  HTML::Mason v1.35;
  HTML::Mason::ApacheHandler v1.69;
  HTML::Mason::Exception v1.1;
  HTML::Mason::Exception::Abort v1.1;
  HTML::Mason::Exception::Compilation v1.1;
  HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
  HTML::Mason::Exception::Compiler v1.1;
  HTML::Mason::Exception::Decline v1.1;
  HTML::Mason::Exception::Params v1.1;
  HTML::Mason::Exception::Syntax v1.1;
  HTML::Mason::Exception::System v1.1;
  HTML::Mason::Exception::TopLevelNotFound v1.1;
  HTML::Mason::Exception::VirtualMethod v1.1;
  HTML::Mason::Exceptions v1.43;
  HTML::Parser v3.50;
  HTML::Scrubber v0.08;
  HTML::Tagset v3.10;
  HTML::TreeBuilder v3.13;
  HTTP::Date v1.47;
  I18N::LangTags v0.35;
  integer v1.00;
  IO v1.22;
  IO::File v1.13;
  IO::Handle v1.25;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::Scalar v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.1;
  IO::Wrap v2.110;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  lib v0.5565;
  List::Util v1.18;
  Locale::Maketext v1.10;
  Locale::Maketext::Fuzzy v0.02;
  Locale::Maketext::Lexicon v0.62;
  Locale::Maketext::Lexicon::Gettext v0.15;
  Log::Dispatch v2.13;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v1.74;
  Mail::Field v1.74;
  Mail::Field::AddrList v1.74;
  Mail::Field::Date v1.74;
  Mail::Header v1.74;
  Mail::Internet v1.74;
  MIME::Base64 v3.07;
  MIME::Body v5.420;
  MIME::Decoder v5.420;
  MIME::Entity v5.420;
  MIME::Field::ContDisp v5.420;
  MIME::Field::ConTraEnc v5.420;
  MIME::Field::ContType v5.420;
  MIME::Field::ParamVal v5.420;
  MIME::Head v5.420;
  MIME::Parser v5.420;
  MIME::QuotedPrint v3.07;
  MIME::Tools v5.420;
  MIME::Words v5.420;
  mod_perl v2.000002;
  mod_perl2 v2.000002;
  ModPerl::Const v2.000002;
  Module::Versions::Report v1.02;
  overload v1.04;
  Params::Validate v0.86;
  POSIX v1.09;
  re v0.05;
  Regexp::Common v2.120;
  Regexp::Common::delimited v2.104;
  RT v3.6.3;
  RT::Interface::Email v2;
  Scalar::Util v1.18;
  SelectSaver v1.01;
  Socket v1.78;
  Storable v2.15;
  strict v1.03;
  Symbol v1.06;
  Sys::Syslog v0.13;
  Text::Template v1.44;
  Text::Wrapper v1.000;
  Time::HiRes v1.86;
  Time::JulianDay v2003.1125;
  Time::Local v1.11;
  Time::ParseDate v2006.0814;
  Time::Timezone v2006.0814;
  Time::Zone v2.22;
  UNIVERSAL v1.01;
  UNIVERSAL::require v0.10;
  URI v1.35;
  URI::Escape v3.28;
  utf8 v1.06;
  vars v1.01;
  warnings v1.05;
  warnings::register v1.01;
  XSLoader v0.06;



RT Variables
RT::AmbiguousDayInPast 	1
RT::BasePath 	/opt/rt3
RT::BinPath 	/opt/rt3/bin
RT::CORE_CONFIG_FILE 	/opt/rt3/etc/RT_Config.pm
RT::CommentAddress 	support-rt-comment at genarts.com
RT::CorrespondAddress 	support-rt at genarts.com
RT::DatabaseHost 	localhost
RT::DatabaseName 	rt3
RT::DatabasePassword 	Password not printed
RT::DatabaseRTHost 	localhost
RT::DatabaseType 	mysql
RT::DatabaseUser 	rt_user
RT::DateDayBeforeMonth 	1
RT::DefaultSearchResultFormat 	'<B><A
HREF="/rt/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
HREF="/rt/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
'<small>__ToldRelative__</small>', '<small>__LastUpdatedRelative__</small>',
'<small>__TimeLeft__</small>'
RT::DefaultSummaryRows 	10
RT::EmailOutputEncoding 	utf-8
RT::EtcPath 	/opt/rt3/etc
RT::FriendlyFromLineFormat 	"%s via RT" <%s>
RT::FriendlyToLineFormat 	"%s of rt Ticket #%s":;
RT::LocalEtcPath 	/opt/rt3/local/etc
RT::LocalLexiconPath 	/opt/rt3/local/po
RT::LocalPath 	/opt/rt3/local
RT::LogDir 	/opt/rt3/var/log
RT::LogToFileNamed 	rt.log
RT::LogToScreen 	error
RT::LogToSyslog 	debug
RT::LogoURL 	/rt/NoAuth/images/bplogo.gif
RT::LoopsToRTOwner 	1
RT::MailCommand 	sendmailpipe
RT::MasonComponentRoot 	/opt/rt3/share/html
RT::MasonDataDir 	/opt/rt3/var/mason_data
RT::MasonLocalComponentRoot 	/opt/rt3/local/html
RT::MasonSessionDir 	/opt/rt3/var/session_data
RT::MaxAttachmentSize 	10000000
RT::MaxInlineBody 	13456
RT::MessageBoxWidth 	76
RT::MessageBoxWrap 	HARD
RT::MinimumPasswordLength 	5
RT::Organization 	genarts.com
RT::OwnerEmail 	garyo at genarts.com
RT::RTAddressRegexp 	^rt\@genarts.com$
RT::RecordOutgoingEmail 	1
RT::RedistributeAutoGeneratedMessages 	privileged
RT::SITE_CONFIG_FILE 	/opt/rt3/etc/RT_SiteConfig.pm
RT::SendmailArguments 	-oi -t
RT::SendmailBounceArguments 	-f "<>"
RT::SendmailPath 	/usr/sbin/sendmail
RT::ShowTransactionImages 	1
RT::StrictLinkACL 	1
RT::Timezone 	US/Eastern
RT::UseFriendlyFromLine 	1
RT::VERSION 	3.6.3
RT::VarPath 	/opt/rt3/var
RT::WebBaseURL 	http://rt:
RT::WebDefaultStylesheet 	3.5-default
RT::WebFlushDbCacheEveryRequest 	1
RT::WebImagesURL 	/rt/NoAuth/images/
RT::WebPath 	/rt
RT::WebPort 	80
RT::WebURL 	http://rt:/rt/
RT::rtname 	rt
Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 8) configuration:
  Platform:
    osname=linux, osvers=2.6.9-22.18.bz155725.elsmp,
archname=i386-linux-thread-multi
    uname='linux hs20-bc1-6.build.redhat.com 2.6.9-22.18.bz155725.elsmp #1 smp
thu nov 17 15:34:08 est 2005 i686 i686 i386 gnulinux '
    config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2
-fexceptions -fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386
-mtune=generic -fasynchronous-unwind-tables -Dversion=5.8.8
-Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat,
Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux
-Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads
-Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm
-Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n
-Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr
-Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto
-Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto
-Ud_setservent_r_proto -Dinc_version_list=5.8.7 5.8.6 5.8.5 5.8.4 5.8.3
-Dscriptdir=/usr/bin'
    hint=recommended, useposix=true, d_sigaction=define
    usethreads=define use5005threads=undef useithreads=define
usemultiplicity=define
    useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
    use64bitint=undef use64bitall=undef uselongdouble=undef
    usemymalloc=n, bincompat5005=undef
  Compiler:
    cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe
-Wdeclaration-after-statement -I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
    optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions
-fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic
-fasynchronous-unwind-tables',
    cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe
-Wdeclaration-after-statement -I/usr/local/include -I/usr/include/gdbm'
    ccversion='', gccversion='4.1.0 20060228 (Red Hat 4.1.0-1)', gccosandvers=''
    intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8
    alignbytes=4, prototype=define
  Linker and Libraries:
    ld='gcc', ldflags =' -L/usr/local/lib'
    libpth=/usr/local/lib /lib /usr/lib
    libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc
    perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
    libc=/lib/libc-2.3.90.so, so=so, useshrplib=true, libperl=libperl.so
    gnulibc_version='2.3.90'
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E
-Wl,-rpath,/usr/lib/perl5/5.8.8/i386-linux-thread-multi/CORE'
    cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'





Any ideas?


-- Gary Oberbrunner




From jesse at bestpractical.com  Wed Apr 25 09:40:27 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 25 Apr 2007 09:40:27 -0400
Subject: =?ISO-8859-1?Q?Re:_[rt-users]_Charset_error_in_subject_when_usin?=
	=?ISO-8859-1?Q?g_Danish_letters_=28=E6=F8=E5_/_=C6=D8=C5=29_?=
In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F77D4@mia>
References: <60E7170809C4FC4E825DDF39B7ECDE749F77D4@mia>
Message-ID: <1910B5F6-6DA6-43E5-BDC8-77C4A91F497F@bestpractical.com>


On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote:

> During our correspondence with our customers by mail through the RT  
> system, the Danish letters (??? / ???) is getting unreadable when  
> they are placed in the subject.
> Any ideas would be most welcome.
>
> Example:         "Subject: Fwd: [support.schilling.dk #120841]  
> S??gefunktion p?? kunde. ??BLEGR??D?? - ??blegr??d??"
> Correct subject: "Subject: Fwd: [support.schilling.dk #120841]  
> S?gefunktion p? kunde. ?BLEGR?D? - ?blegr?d?"
>


What Perl version are you running? Are you current on MIME::Tools and  
Encode? Is it right in the database and/or webui?


> - Copy of "Show outgoing mail" from RT -----------------
> MIME-Version: 1.0
> In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F77D3 at mia>
> References: <RT-Ticket-120841 at Schilling A/S>  
> <60E7170809C4FC4E825DDF39B7ECDE749F77D3 at mia>
> Message-ID: <rt-3.6.3-11082-1177491838-329.120841-6-0 at Schilling A/S>
> Reply-To: support at schilling.dk
> content-type: text/plain; charset="utf-8"
> X-RT-Original-Encoding: utf-8
> RT-Originator: bko at schilling.dk
> Managed-BY: RT 3.6.3 (http://www.bestpractical.com/rt/)
> Subject: =?ISO-8859-1?B? 
> RndkOiBbc3VwcG9ydC5zY2hpbGxpbmcuZGsgIzEyMDg0MV0gIFPDv2dl?= =? 
> ISO-8859-1?B? 
> ZnVua3Rpb24gcMOlIGt1bmRlLiDDv0JMRUdSw79Ew78gLSDDv2JsZWdy?= =? 
> ISO-8859-1?B?w79kw6U=?=
> Date: Wed, 25 Apr 2007 11:04:02 +0200
> RT-Ticket: support.schilling.dk #120841
> Precedence: bulk
> X-RT-Loop-Prevention: support.schilling.dk
> To: rh at schilling.dk
> Content-Transfer-Encoding: 8bit
> From: "Brian K. Olsen via RT" <support at schilling.dk>
> X-RT-Original-Encoding: iso-8859-1
>
> Test svar.
>
> ?BLEGR?D? - ?blegr?d?
>
> /Brian
> ---------------------------------------------------------
>
> Med venlig hilsen / Best regards
> Brian Kjelin Olsen
> Systemkonsulent
>
> Schilling A/S
> Baldersb?kvej 24-26
> DK-2635 Ish?j
> Tel: +45 70 27 99 00
> Fax: +45 70 27 99 10
> bko at schilling.dk
> www.schilling.dk
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From warren.macey at gmail.com  Wed Apr 25 09:42:17 2007
From: warren.macey at gmail.com (Warren Macey)
Date: Wed, 25 Apr 2007 07:42:17 -0600
Subject: [rt-users] Close with and without notification
Message-ID: <ff57cd390704250642r39bbaafbsf6991b1999fc1a9e@mail.gmail.com>

Hi all,
Currently I have RT set up tht it sends notification of a ticket closure to
the client with a link to a customer support satisfaction survey.  There
exists some instances where we may not want this email to be sent.

For example, in the event that the ticket is closed and then the customer
emails back to say "thanks" it currently re-opens the ticket (which we still
want to happen just in case it should be re-opened) and then when the tech
closes the ticket again it sends the "ticket resolved" email again.

I had a brainwave that said that I could add some custom field and write a
scrip condition that would check this field on resolve to see if it should
send the notice or not, but this seemed a little "hokey" to me and I just
wonder if there is a better, more efficient, way to accomplish this.

Regards,
Warren Macey
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From warren.macey at gmail.com  Wed Apr 25 09:52:32 2007
From: warren.macey at gmail.com (Warren Macey)
Date: Wed, 25 Apr 2007 07:52:32 -0600
Subject: [rt-users] Changing requestor based on Subject line
Message-ID: <ff57cd390704250652h2143c568l91f6792988ccc33a@mail.gmail.com>

All, I want to be able to check the subject line on ticket creation and
change the requestor if it matches a particular string.  Quite possibly this
could be done with a script condition or would have to be added directly
into some perl file?  Any ideas on how to do this?

Regards,
Warren Macey
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From ktm at rice.edu  Wed Apr 25 10:23:16 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 25 Apr 2007 09:23:16 -0500
Subject: [rt-users] Close with and without notification
In-Reply-To: <ff57cd390704250642r39bbaafbsf6991b1999fc1a9e@mail.gmail.com>
References: <ff57cd390704250642r39bbaafbsf6991b1999fc1a9e@mail.gmail.com>
Message-ID: <20070425142316.GG19464@it.is.rice.edu>

On Wed, Apr 25, 2007 at 07:42:17AM -0600, Warren Macey wrote:
> Hi all,
> Currently I have RT set up tht it sends notification of a ticket closure to
> the client with a link to a customer support satisfaction survey.  There
> exists some instances where we may not want this email to be sent.
> 
> For example, in the event that the ticket is closed and then the customer
> emails back to say "thanks" it currently re-opens the ticket (which we still
> want to happen just in case it should be re-opened) and then when the tech
> closes the ticket again it sends the "ticket resolved" email again.
> 
> I had a brainwave that said that I could add some custom field and write a
> scrip condition that would check this field on resolve to see if it should
> send the notice or not, but this seemed a little "hokey" to me and I just
> wonder if there is a better, more efficient, way to accomplish this.
> 
> Regards,
> Warren Macey

This is exactly what we do here with a custom field called
"Send Resolve Notice" which defaults to Yes and is set to No
once the resolve notice has been sent once to prevent future
sends.

Ken


From gleduc at mail.sdsu.edu  Wed Apr 25 11:59:48 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 25 Apr 2007 08:59:48 -0700
Subject: [rt-users] Business::Hours anyone?
Message-ID: <6.2.1.2.2.20070425085718.02c306d8@mail.sdsu.edu>

Hi All,

If anyone has used the Business::Hours module successfully, I have what 
should be a pretty simple question.

Thanks,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From jalspach at shastacoe.org  Wed Apr 25 12:26:07 2007
From: jalspach at shastacoe.org (James Alspach)
Date: Wed, 25 Apr 2007 09:26:07 -0700
Subject: [rt-users] Groups of Self Service Requestors - is this possible?
Message-ID: <D87C1436D1DECB4A8FEB646F4FFDCE860519AAB0@EXCHANGE08.shastalink.k12.ca.us>

I am just starting to test RT to possibly roll out to our site and have
run across an issue I can not seem to solve.

What I have seen so far is that a user is either privileged, which means
they see the full blown web interface but, I can select what queues they
have access to, or they are unprivileged which means they see what ever
queues are assigned to 'everyone' but they get the nice simple self
service screen.  The problem is that I essentially want to have groups
of unprivileged users, which is not really an option.

What I need is to have the ability to select which queues different
groups of requestors have access to but, I want them to have the simple
self service interface. 

Is this possible?  If not I can probably work around the issue but I
wanted to ask before I just gave up.

 

Thanks for your help;

James

 

 

 

 

James Alspach
Systems Applications Technician

Shasta County Office of Education

1644 Magnolia avenue

Redding, California

96003
jalspach at shastacoe.org <mailto:jalspach at shastacoe.org> 
(530) 225-0293

 

IT Hotline: 225-0279

hotline at shastacoe.org <mailto:hotline at shastacoe.org> 

 

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From pape-rt at inf.fu-berlin.de  Wed Apr 25 12:42:32 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 25 Apr 2007 18:42:32 +0200
Subject: [rt-users] Close with and without notification
In-Reply-To: <ff57cd390704250642r39bbaafbsf6991b1999fc1a9e@mail.gmail.com>
References: <ff57cd390704250642r39bbaafbsf6991b1999fc1a9e@mail.gmail.com>
Message-ID: <3CD9F3CC3D9FD431C571EE2E@idefix.mi.fu-berlin.de>

Hello,

--Am 25. April 2007 07:42:17 -0600 schrieb Warren Macey 
<warren.macey at gmail.com>:

> I had a brainwave that said that I could add some custom field and write
> a scrip condition that would check this field on resolve to see if it
> should send the notice or not, but this seemed a little "hokey" to me and
> I just wonder if there is a better, more efficient, way to accomplish
> this.

we use my patch which introduces a new (virtuel) status "resolved (quiet)". 
Depending on your RT version you can find it:

<http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_resolve.patch>
<http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_resolve-3.2.3.patch>
<http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_resolve-3.3.patch>

the latter works until 3.6.3 (and will maybe work in higher versions, too).

regards,
Dirk.

-- 
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654


From ESchultz at corp.untd.com  Wed Apr 25 12:49:51 2007
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 25 Apr 2007 09:49:51 -0700
Subject: [rt-users] Close with and without notification
In-Reply-To: <3CD9F3CC3D9FD431C571EE2E@idefix.mi.fu-berlin.de>
References: <ff57cd390704250642r39bbaafbsf6991b1999fc1a9e@mail.gmail.com>
	<3CD9F3CC3D9FD431C571EE2E@idefix.mi.fu-berlin.de>
Message-ID: <CC4B7A3A6A28B94DB0B818D920886AA74D273A@LAXEVS01.lax.corp.int.untd.com>

> > I had a brainwave that said that I could add some custom 
> field and write
> > a scrip condition that would check this field on resolve to 
> see if it
> > should send the notice or not, but this seemed a little 
> "hokey" to me and
> > I just wonder if there is a better, more efficient, way to 
> accomplish
> > this.
> 
> we use my patch which introduces a new (virtuel) status 
> "resolved (quiet)". 
> Depending on your RT version you can find it:
> 
> <http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_res
> olve.patch>
> <http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_res
> olve-3.2.3.patch>
> <http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/silently_res
> olve-3.3.patch>
> 
> the latter works until 3.6.3 (and will maybe work in higher 
> versions, too).
> 
> regards,
> Dirk.

What I would like to see is a checkbox that you can click to turn off
sending email for *any* reply (just for that reply), rather than only
for setting a particular status.  I already have it so that setting the
status to 'deleted' does not generate email.  I tried to code a solution
to this, but it was flawed.

Eric Schultz
United Online


From dmbeethe at fedex.com  Wed Apr 25 12:48:35 2007
From: dmbeethe at fedex.com (Don Beethe)
Date: Wed, 25 Apr 2007 11:48:35 -0500
Subject: [rt-users] Sendmail error causing bogus ticket
Message-ID: <CBFD49490FF183498C0C74C2317C7FE507FA7CDF@MEMEXCH06V.corp.ds.fedex.com>

I am seeing the following in the rt.log:

[Wed Apr 25 14:22:48 2007] [warning]: /usr/sbin/sendmail exited with
status 17152 (/opt/rt3/lib/RT/Action/SendEmail.pm:322)

This is followed by:
[Wed Apr 25 14:22:48 2007] [warning]: DBD::mysql::st execute failed:
MySQL server has gone away at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 505,
<DATA> line 283.
(/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm:505)

Any idea how to figure out what is causing this? How to fix this? I have
had reports of this happening to two different users of our RT system. 

Thank you




From jfenner at vitamix.com  Wed Apr 25 13:00:03 2007
From: jfenner at vitamix.com (Jason Fenner)
Date: Wed, 25 Apr 2007 13:00:03 -0400
Subject: [rt-users] rt/perl newbie questions
In-Reply-To: <87ba80450704211607o5c21ec20y66ac4c6125678fab@mail.gmail.com>
References: <87ba80450704211607o5c21ec20y66ac4c6125678fab@mail.gmail.com>
Message-ID: <462F8913.2010505@vitamix.com>

jimmy yu wrote:
> sorry to bother you guys with this.  i'm trying to install rt on a 
> brand new
> install of ubuntu 6.06.  i can't seem to get past the perl module
> installations, which scares me.  i wonder if i'm getting in over my 
> head....
>

Sometimes when you can't get a module to compile automatically you 
should try to compile it manually.  Look in root/.cpan/build/

Also, read the README for the package.  It may give you more information 
regarding how to get the package to compile, etc.

> anyways, i'm having trouble installing Test::Inline which always 
> chokes on
> Params::Util.
>
> this is part of the error message i get:
>
> t/06_invocant....
> #   Failed test 'blessed reference is _IN'
> #   at t/06_invocant.t line 35.
> #          got: '0'
> #     expected: '1'
> # Looks like you failed 1 test of 11.
> t/06_invocant....dubious
>        Test returned status 1 (wstat 256, 0x100)
> DIED. FAILED test 10
>        Failed 1/11 tests, 90.91% okay
> t/07_handle......ok
> t/99_author......skipped
>        all skipped: Author tests not required for installation
> Failed Test     Stat Wstat Total Fail  List of Failed
>
>
> i also have trouble with Test::WWW::Mechanize which gives me the 
> error....
>
> #   Failed test 'Go after first link'
> #   at t/follow_link_ok.t line 29.
> # 500 Can't connect to localhost:13432 (connect: Connection refused)
> # Content-Type: text/plain
> # Client-Date: Sat, 21 Apr 2007 22:28:17 GMT
> # Client-Warning: Internal response
>
> finally, Apache::Session chokes on Test::Deep and gives me the error
> message.....
>
> Running make test
> PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e"
> "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
> t/all.............Weak references are not implemented in the version 
> of perl
> at 
> /root/.cpan/build/Test-Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache/Simple.pm 
>
> line 7
> BEGIN failed--compilation aborted at /root/.cpan/build/Test-
> Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache/Simple.pm line 7.
> Compilation failed in require at
> /root/.cpan/build/Test-Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache.pm
> line 6.
> BEGIN failed--compilation aborted at /root/.cpan/build/Test-
> Deep-0.096-k9AntQ/blib/lib/Test/Deep/Cache.pm line 6.
>
> your help is tremendously appreciated.
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jfenner at vitamix.com  Wed Apr 25 13:01:41 2007
From: jfenner at vitamix.com (Jason Fenner)
Date: Wed, 25 Apr 2007 13:01:41 -0400
Subject: [rt-users] simple branding need
In-Reply-To: <462B7B22.4060606@averillpark.net>
References: <462B7B22.4060606@averillpark.net>
Message-ID: <462F8975.2010309@vitamix.com>

Richard P. Welty wrote:
> i have a simple "branding" need that doesn't really require
> the full power of multiple instances (in fact, since my
> situation literally is alternate branding of a product,
> i don't really want multiple instances, as that would only
> confuse the support staff.)
>
> basically, what i'd like to have is a situation where when
> a ticket is opened via email, say, to support at example.com,
> rt remembers this when sending replies and generates sender
> addresses appropriate to that particular support alias.
>
> is this feasible in the current system, or would it require
> patches or major work?

I think that you will need to set up separate queues for each one of the 
different email address that you want to use as a From/ReplyTo.

--Jason

>
> thanks,
>   richard
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 pape-rt at inf.fu-berlin.de  Wed Apr 25 13:06:15 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 25 Apr 2007 19:06:15 +0200
Subject: [rt-users] Close with and without notification
In-Reply-To: <CC4B7A3A6A28B94DB0B818D920886AA74D273A@LAXEVS01.lax.corp.int.untd.com>
References: <ff57cd390704250642r39bbaafbsf6991b1999fc1a9e@mail.gmail.com>
	<3CD9F3CC3D9FD431C571EE2E@idefix.mi.fu-berlin.de>
	<CC4B7A3A6A28B94DB0B818D920886AA74D273A@LAXEVS01.lax.corp.int.untd.com>
Message-ID: <1B8B597B86093A27AE5BA956@idefix.mi.fu-berlin.de>

Hello,

--Am 25. April 2007 09:49:51 -0700 schrieb "Schultz, Eric" 
<ESchultz at corp.untd.com>:

> What I would like to see is a checkbox that you can click to turn off
> sending email for *any* reply (just for that reply), rather than only
> for setting a particular status.  I already have it so that setting the
> status to 'deleted' does not generate email.  I tried to code a solution
> to this, but it was flawed.

that is a misunderstanding of the patch. Status is actually set to 
"resolved" with this patch not to any other status. You would not want 
introducing a new status or use "deleted", because you wil have wrong 
statistics then.

silently_resolved.patch is actually design for and only for the "Thanks" 
szenario you mentioned.

Regards, Dirk.

-- 
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654


From gleduc at mail.sdsu.edu  Wed Apr 25 13:34:09 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 25 Apr 2007 10:34:09 -0700
Subject: [rt-users] Adding "Owner" to SelfService ticket display
Message-ID: <6.2.1.2.2.20070425102852.02964030@mail.sdsu.edu>

I'd like to include the Owner field in the SelfService ticket display.  I 
could live with either adding a display box for all of the "People" fields 
(like in the non-SelfService ticket display) or just the Owner field, 
whichever is simpler.

Does anyone know a relatively clean and easy way to do this?  Or even an 
ugly and difficult way?

Thanks,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From rlong at bluegecko.net  Wed Apr 25 13:39:16 2007
From: rlong at bluegecko.net (Robert Long)
Date: Wed, 25 Apr 2007 10:39:16 -0700
Subject: [rt-users] Business::Hours anyone?
In-Reply-To: <6.2.1.2.2.20070425085718.02c306d8@mail.sdsu.edu>
References: <6.2.1.2.2.20070425085718.02c306d8@mail.sdsu.edu>
Message-ID: <462F9244.20408@bluegecko.net>

Gene LeDuc wrote:
> Hi All,
>
> If anyone has used the Business::Hours module successfully, I have
> what should be a pretty simple question.
>
> Thanks,
> Gene
>
>
>
Yeah, I use the Business:Hours in a medium complex setting, what is your
question (I'd rather keep it on the list so if anyone else has the
same/similar question it'll get answered here)

.r'



From dan at eyespotcorp.com  Wed Apr 25 13:53:10 2007
From: dan at eyespotcorp.com (Dan Parsons)
Date: Wed, 25 Apr 2007 10:53:10 -0700
Subject: [rt-users] make new users by default unable to be granted rights
Message-ID: <B75855A0-E7A0-4672-AC7C-D242DF1BFF4C@eyespotcorp.com>

How can I make make new users, by default, unable to be granted rights?

600,000 AwesomePoints to whoever answers this, redeemable anywhere in  
the galaxy


-> dp



From vivek at khera.org  Wed Apr 25 15:03:37 2007
From: vivek at khera.org (Vivek Khera)
Date: Wed, 25 Apr 2007 15:03:37 -0400
Subject: AW: [rt-users] RT problem
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03943142C3@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB03943142C3@w3hamboex11.ger.win.int.kn>
Message-ID: <1D9157B3-8D6E-4FC4-8DF3-F5C9F2C868C6@khera.org>


On Apr 24, 2007, at 8:44 PM, Ham MI-ID, Torsten Brumm wrote:

> Yes we had it also, special after on on longer time of pt no pot  
> usage (?!?) We fixed it dirty by nightly reboots. Later we switched  
> to mod_fcgid.

We use mod_fcgi but we still do a nightly apache "reload" which just  
restarts the fcgi server processes.

On occasion, we must reload during the day, but that is perhaps once  
every 4-5 months.

It just seems to grow and grow the memory used per process.

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From gleduc at mail.sdsu.edu  Wed Apr 25 16:21:06 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 25 Apr 2007 13:21:06 -0700
Subject: [rt-users] Business::Hours anyone?
In-Reply-To: <462F9244.20408@bluegecko.net>
References: <6.2.1.2.2.20070425085718.02c306d8@mail.sdsu.edu>
	<462F9244.20408@bluegecko.net>
Message-ID: <6.2.1.2.2.20070425130625.02bb5d48@mail.sdsu.edu>

Hi Robert,

When a ticket is created I want to include a statement in the e-mail to the 
requestor that the ticket should be closed in 5 business days, and if they 
haven't heard back from us by then to call us.  I'm using Business::Hours 
to compute "then" and have basically copied the example from the wiki.  The 
problem I'm having is that the "add_seconds" method is returning -1, which 
the docs seem to say means that the result is more than 30 days in the future.

Here's my code:

   my $days = 5;
   my $seconds = $days * 8.5 * 60 * 60;
   $RT::Logger->debug("$MyName: days: $days, seconds: $seconds");
   my $hours = Business::Hours->new();
   $hours->business_hours(
     { 0 => { Name => 'Sunday', Start => undef, End => undef },
       1 => { Name => 'Monday', Start => '08:00', End => '16:30' },
       2 => { Name => 'Tuesday', Start => '08:00', End => '16:30' },
       3 => { Name => 'Wednesday', Start => '08:00', End => '16:30' },
       4 => { Name => 'Thursday', Start => '15:00', End => '23:30' },
       5 => { Name => 'Friday', Start => '15:00', End => '23:30' },
       6 => { Name => 'Saturday', Start => undef, End => undef }
     } );
   my $curtime = time;
   my $duetime = $hours->add_seconds ($curtime, $seconds);
   $RT::Logger->debug("$MyName: curtime: $curtime, duetime: $duetime");

And here's what I'm seeing in my logs:

   [Wed Apr 25 20:05:00 2007] [debug]: Scrip DNS:35:Commit (New Ticket): 
days: 5, seconds: 153000 ((eval 362):30)
   [Wed Apr 25 20:05:00 2007] [debug]: Scrip DNS:35:Commit (New Ticket): 
curtime: 1177531500, duetime: -1 ((eval 362):43)

I expect the $duetime result to be ($curtime + 5 business days), or exactly 
1 real week from $curtime.  Any thoughts on where I should start looking?

Thanks,
Gene

At 10:39 AM 4/25/2007, Robert Long wrote:
>Gene LeDuc wrote:
> > Hi All,
> >
> > If anyone has used the Business::Hours module successfully, I have
> > what should be a pretty simple question.
> >
> > Thanks,
> > Gene
> >
> >
> >
>Yeah, I use the Business:Hours in a medium complex setting, what is your
>question (I'd rather keep it on the list so if anyone else has the
>same/similar question it'll get answered here)
>
>.r'


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From admin2 at enabled.com  Wed Apr 25 17:06:40 2007
From: admin2 at enabled.com (Noah)
Date: Wed, 25 Apr 2007 13:06:40 -0800
Subject: [rt-users] reporting baesd on originator email
Message-ID: <20070425210314.M422@enabled.com>

Hi there,

We have a common queue that people from different teams send requests.  We
want to know the amount of tickets and related time each team is responsible
for.  This information could easily be gathered from the originating email
address.  Is there an option in rt3 that allows for this type of reporting?

Cheers,

Noah



From rlong at bluegecko.net  Wed Apr 25 17:12:13 2007
From: rlong at bluegecko.net (Robert Long)
Date: Wed, 25 Apr 2007 14:12:13 -0700
Subject: [rt-users] Business::Hours anyone?
In-Reply-To: <6.2.1.2.2.20070425130625.02bb5d48@mail.sdsu.edu>
References: <6.2.1.2.2.20070425085718.02c306d8@mail.sdsu.edu>
	<462F9244.20408@bluegecko.net>
	<6.2.1.2.2.20070425130625.02bb5d48@mail.sdsu.edu>
Message-ID: <462FC42D.4000901@bluegecko.net>

Try it like this:

$hours->business_hours(
     0 => { Name => 'Sunday', Start => undef, End => undef },
      1 => { Name => 'Monday', Start => '08:00', End => '16:30' },
      2 => { Name => 'Tuesday', Start => '08:00', End => '16:30' },
      3 => { Name => 'Wednesday', Start => '08:00', End => '16:30' },
      4 => { Name => 'Thursday', Start => '15:00', End => '23:30' },
      5 => { Name => 'Friday', Start => '15:00', End => '23:30' },
      6 => { Name => 'Saturday', Start => undef, End => undef }
 );

( notice the missing "{" and "}" )

.r'


Gene LeDuc wrote:
> Hi Robert,
>
> When a ticket is created I want to include a statement in the e-mail
> to the requestor that the ticket should be closed in 5 business days,
> and if they haven't heard back from us by then to call us.  I'm using
> Business::Hours to compute "then" and have basically copied the
> example from the wiki.  The problem I'm having is that the
> "add_seconds" method is returning -1, which the docs seem to say means
> that the result is more than 30 days in the future.
>
> Here's my code:
>
>   my $days = 5;
>   my $seconds = $days * 8.5 * 60 * 60;
>   $RT::Logger->debug("$MyName: days: $days, seconds: $seconds");
>   my $hours = Business::Hours->new();
>   $hours->business_hours(
>     { 0 => { Name => 'Sunday', Start => undef, End => undef },
>       1 => { Name => 'Monday', Start => '08:00', End => '16:30' },
>       2 => { Name => 'Tuesday', Start => '08:00', End => '16:30' },
>       3 => { Name => 'Wednesday', Start => '08:00', End => '16:30' },
>       4 => { Name => 'Thursday', Start => '15:00', End => '23:30' },
>       5 => { Name => 'Friday', Start => '15:00', End => '23:30' },
>       6 => { Name => 'Saturday', Start => undef, End => undef }
>     } );
>   my $curtime = time;
>   my $duetime = $hours->add_seconds ($curtime, $seconds);
>   $RT::Logger->debug("$MyName: curtime: $curtime, duetime: $duetime");
>
> And here's what I'm seeing in my logs:
>
>   [Wed Apr 25 20:05:00 2007] [debug]: Scrip DNS:35:Commit (New
> Ticket): days: 5, seconds: 153000 ((eval 362):30)
>   [Wed Apr 25 20:05:00 2007] [debug]: Scrip DNS:35:Commit (New
> Ticket): curtime: 1177531500, duetime: -1 ((eval 362):43)
>
> I expect the $duetime result to be ($curtime + 5 business days), or
> exactly 1 real week from $curtime.  Any thoughts on where I should
> start looking?
>
> Thanks,
> Gene
>
> At 10:39 AM 4/25/2007, Robert Long wrote:
>> Gene LeDuc wrote:
>> > Hi All,
>> >
>> > If anyone has used the Business::Hours module successfully, I have
>> > what should be a pretty simple question.
>> >
>> > Thanks,
>> > Gene
>> >
>> >
>> >
>> Yeah, I use the Business:Hours in a medium complex setting, what is your
>> question (I'd rather keep it on the list so if anyone else has the
>> same/similar question it'll get answered here)
>>
>> .r'
>
>



From gleduc at mail.sdsu.edu  Wed Apr 25 17:45:55 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 25 Apr 2007 14:45:55 -0700
Subject: [rt-users] Business::Hours anyone?
In-Reply-To: <462FC42D.4000901@bluegecko.net>
References: <6.2.1.2.2.20070425085718.02c306d8@mail.sdsu.edu>
	<462F9244.20408@bluegecko.net>
	<6.2.1.2.2.20070425130625.02bb5d48@mail.sdsu.edu>
	<462FC42D.4000901@bluegecko.net>
Message-ID: <6.2.1.2.2.20070425144408.0295cd30@mail.sdsu.edu>

DING DING DING DING DING DING DING DING DING DING DING DING - We have a winner!

Thanks for taking a look at the code, your change did the trick!

Gene

At 02:12 PM 4/25/2007, Robert Long wrote:
>Try it like this:
>
>$hours->business_hours(
>      0 => { Name => 'Sunday', Start => undef, End => undef },
>       1 => { Name => 'Monday', Start => '08:00', End => '16:30' },
>       2 => { Name => 'Tuesday', Start => '08:00', End => '16:30' },
>       3 => { Name => 'Wednesday', Start => '08:00', End => '16:30' },
>       4 => { Name => 'Thursday', Start => '15:00', End => '23:30' },
>       5 => { Name => 'Friday', Start => '15:00', End => '23:30' },
>       6 => { Name => 'Saturday', Start => undef, End => undef }
>  );
>
>( notice the missing "{" and "}" )
>
>.r'
>
>
>Gene LeDuc wrote:
> > Hi Robert,
> >
> > When a ticket is created I want to include a statement in the e-mail
> > to the requestor that the ticket should be closed in 5 business days,
> > and if they haven't heard back from us by then to call us.  I'm using
> > Business::Hours to compute "then" and have basically copied the
> > example from the wiki.  The problem I'm having is that the
> > "add_seconds" method is returning -1, which the docs seem to say means
> > that the result is more than 30 days in the future.
> >
> > Here's my code:
> >
> >   my $days = 5;
> >   my $seconds = $days * 8.5 * 60 * 60;
> >   $RT::Logger->debug("$MyName: days: $days, seconds: $seconds");
> >   my $hours = Business::Hours->new();
> >   $hours->business_hours(
> >     { 0 => { Name => 'Sunday', Start => undef, End => undef },
> >       1 => { Name => 'Monday', Start => '08:00', End => '16:30' },
> >       2 => { Name => 'Tuesday', Start => '08:00', End => '16:30' },
> >       3 => { Name => 'Wednesday', Start => '08:00', End => '16:30' },
> >       4 => { Name => 'Thursday', Start => '15:00', End => '23:30' },
> >       5 => { Name => 'Friday', Start => '15:00', End => '23:30' },
> >       6 => { Name => 'Saturday', Start => undef, End => undef }
> >     } );
> >   my $curtime = time;
> >   my $duetime = $hours->add_seconds ($curtime, $seconds);
> >   $RT::Logger->debug("$MyName: curtime: $curtime, duetime: $duetime");
> >
> > And here's what I'm seeing in my logs:
> >
> >   [Wed Apr 25 20:05:00 2007] [debug]: Scrip DNS:35:Commit (New
> > Ticket): days: 5, seconds: 153000 ((eval 362):30)
> >   [Wed Apr 25 20:05:00 2007] [debug]: Scrip DNS:35:Commit (New
> > Ticket): curtime: 1177531500, duetime: -1 ((eval 362):43)
> >
> > I expect the $duetime result to be ($curtime + 5 business days), or
> > exactly 1 real week from $curtime.  Any thoughts on where I should
> > start looking?
> >
> > Thanks,
> > Gene
> >
> > At 10:39 AM 4/25/2007, Robert Long wrote:
> >> Gene LeDuc wrote:
> >> > Hi All,
> >> >
> >> > If anyone has used the Business::Hours module successfully, I have
> >> > what should be a pretty simple question.
> >> >
> >> > Thanks,
> >> > Gene
> >> >
> >> >
> >> >
> >> Yeah, I use the Business:Hours in a medium complex setting, what is your
> >> question (I'd rather keep it on the list so if anyone else has the
> >> same/similar question it'll get answered here)
> >>
> >> .r'
> >
> >


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From andy at eva.dp.ua  Wed Apr 25 19:41:33 2007
From: andy at eva.dp.ua (Andrew Kornilov)
Date: Thu, 26 Apr 2007 02:41:33 +0300
Subject: [rt-users] CustomField localization
Message-ID: <462FE72D.8030109@eva.dp.ua>

Hi all.

Is there any way to have CustomField localized? For example, i have CF 
"Destination" and would like to have it translated to Russian for those 
users who have enabled Russian interface.

Thanks.


From pkime at Shopzilla.com  Wed Apr 25 23:27:14 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Wed, 25 Apr 2007 20:27:14 -0700
Subject: [rt-users] Slow ticket search page becoming a problem
Message-ID: <9C0091F428E697439E7A773FFD083427A92D27@szexchange.Shopzilla.inc>

I know I asked this before but I've been swamped and lost track of there
the discussion got to.
 
RT 3.6.3, Mysql 5.0.27. The main ticket search page is really slow to
load, typically 45 seconds, sometimes longer. Problem query and explain
below. It's starting to become a problem for us. Seems that the first
row of the explain output is the guilty one. Rows_examined is absurdly
high.
 
PK
 
# Query_time: 45  Lock_time: 0  Rows_sent: 290  Rows_examined: 65256162
SELECT DISTINCT main.* FROM Users main , Principals Principals_1,
CachedGroupMembers CachedGroupMembers_2, Groups Groups_3, ACL ACL_4
WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND ((ACL_4.RightName =
'OwnTicket')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id))
AND ((Groups_3.id = CachedGroupMembers_2.GroupId)) AND
((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType =
'User')) AND ((Principals_1.id != '1')) AND ((main.id =
Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Queue') OR
(ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain =
'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role'))  ORDER BY
main.RealName ASC;
 
*************************** 1. row ***************************
           id: 1
  select_type: SIMPLE
        table: main
         type: range
possible_keys: PRIMARY
          key: PRIMARY
      key_len: 4
          ref: NULL
         rows: 673
        Extra: Using where; Using temporary; Using filesort
*************************** 2. row ***************************
*************************** 2. row ***************************
           id: 1
  select_type: SIMPLE
        table: Principals_1
         type: eq_ref
possible_keys: PRIMARY
          key: PRIMARY
      key_len: 4
          ref: rt3.main.id
         rows: 1
        Extra: Using where; Distinct
*************************** 3. row ***************************
           id: 1
  select_type: SIMPLE
        table: CachedGroupMembers_2
         type: ref
possible_keys: DisGrouMem,SHRD_CGM1
          key: SHRD_CGM1
      key_len: 5
          ref: rt3.main.id
         rows: 1
        Extra: Using where; Using index; Distinct
*************************** 4. row ***************************
           id: 1
  select_type: SIMPLE
        table: ACL_4
         type: range
possible_keys: ACL1
          key: ACL1
      key_len: 54
          ref: NULL
         rows: 77
        Extra: Using where; Using index; Distinct
*************************** 5. row ***************************
           id: 1
  select_type: SIMPLE
        table: Groups_3
         type: eq_ref
possible_keys: PRIMARY,Groups1,Groups2
          key: PRIMARY
      key_len: 4
          ref: rt3.CachedGroupMembers_2.GroupId
         rows: 1
        Extra: Using where; Distinct

 
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
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From thrall.mail.list at gmail.com  Thu Apr 26 08:21:39 2007
From: thrall.mail.list at gmail.com (Nadeem Shahbaz)
Date: Thu, 26 Apr 2007 17:21:39 +0500
Subject: [rt-users] REST/1.0/NoAuth/mail-gateway, Could not load a valid user
Message-ID: <c405341b0704260521q1afac8b7p25fd1a3bc33b1ea3@mail.gmail.com>

Hi List,

I really need a solution for it. we are using
http://URL/REST/1.0/NoAuth/mail-gateway to create tickets but it is
returning error, "not
ok - Could not load a valid user" in browser and log having :
[error]: Could not record email: Could not load a valid user
(<prefix>/share/html/REST/1.0/NoAuth/mail-gateway:73)

Kindly solve this problem of mine or point any docs if there is any ?
RT version is 3.6.3

Nadeem


From fugita at usp.br  Thu Apr 26 08:40:10 2007
From: fugita at usp.br (Fernando Fugita)
Date: Thu, 26 Apr 2007 09:40:10 -0300
Subject: [rt-users] REST/1.0/NoAuth/mail-gateway,
	Could not load a valid user
In-Reply-To: <c405341b0704260521q1afac8b7p25fd1a3bc33b1ea3@mail.gmail.com>
References: <c405341b0704260521q1afac8b7p25fd1a3bc33b1ea3@mail.gmail.com>
Message-ID: <1177591210.46309daa7df52@webmail.usp.br>

Hi,

You followed this procedures, find in wiki?

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

" This was solved by granting CreateTicket and ReplyToTicket to the group
Everyone. This is done via Configuration - > Queues - > (queue name) - > Group
Rights in the web interface while logged in as the RT user "root". "


Regards,
Fernando.

Citando Nadeem Shahbaz <thrall.mail.list at gmail.com>:

> Hi List,
> 
> I really need a solution for it. we are using
> http://URL/REST/1.0/NoAuth/mail-gateway to create tickets but it is
> returning error, "not
> ok - Could not load a valid user" in browser and log having :
> [error]: Could not record email: Could not load a valid user
> (<prefix>/share/html/REST/1.0/NoAuth/mail-gateway:73)
> 
> Kindly solve this problem of mine or point any docs if there is any ?
> RT version is 3.6.3
> 
> Nadeem


---
Fernando Fugita
Centro de Computacao Eletronica


From jesse at bestpractical.com  Thu Apr 26 08:59:55 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 26 Apr 2007 08:59:55 -0400
Subject: [rt-users] Slow ticket search page becoming a problem
In-Reply-To: <9C0091F428E697439E7A773FFD083427A92D27@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427A92D27@szexchange.Shopzilla.inc>
Message-ID: <ED3EE88C-106D-43A2-8EF7-5B4BE636764D@bestpractical.com>

That looks suspiciously like the problem I'd been talking to you  
about before, Todd.

On Apr 25, 2007, at 11:27 PM, Philip Kime wrote:

> I know I asked this before but I've been swamped and lost track of  
> there the discussion got to.
>
> RT 3.6.3, Mysql 5.0.27. The main ticket search page is really slow  
> to load, typically 45 seconds, sometimes longer. Problem query and  
> explain below. It's starting to become a problem for us. Seems that  
> the first row of the explain output is the guilty one.  
> Rows_examined is absurdly high.
>
> PK
>
> # Query_time: 45  Lock_time: 0  Rows_sent: 290  Rows_examined:  
> 65256162
> SELECT DISTINCT main.* FROM Users main , Principals Principals_1,  
> CachedGroupMembers CachedGroupMembers_2, Groups Groups_3, ACL  
> ACL_4  WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND  
> ((ACL_4.RightName = 'OwnTicket')) AND  
> ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND  
> ((Groups_3.id = CachedGroupMembers_2.GroupId)) AND  
> ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType =  
> 'User')) AND ((Principals_1.id != '1')) AND ((main.id =  
> Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Queue') OR  
> (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain =  
> 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role'))  ORDER  
> BY main.RealName ASC;
>
> *************************** 1. row ***************************
>            id: 1
>   select_type: SIMPLE
>         table: main
>          type: range
> possible_keys: PRIMARY
>           key: PRIMARY
>       key_len: 4
>           ref: NULL
>          rows: 673
>         Extra: Using where; Using temporary; Using filesort
> *************************** 2. row ***************************
> *************************** 2. row ***************************
>            id: 1
>   select_type: SIMPLE
>         table: Principals_1
>          type: eq_ref
> possible_keys: PRIMARY
>           key: PRIMARY
>       key_len: 4
>           ref: rt3.main.id
>          rows: 1
>         Extra: Using where; Distinct
> *************************** 3. row ***************************
>            id: 1
>   select_type: SIMPLE
>         table: CachedGroupMembers_2
>          type: ref
> possible_keys: DisGrouMem,SHRD_CGM1
>           key: SHRD_CGM1
>       key_len: 5
>           ref: rt3.main.id
>          rows: 1
>         Extra: Using where; Using index; Distinct
> *************************** 4. row ***************************
>            id: 1
>   select_type: SIMPLE
>         table: ACL_4
>          type: range
> possible_keys: ACL1
>           key: ACL1
>       key_len: 54
>           ref: NULL
>          rows: 77
>         Extra: Using where; Using index; Distinct
> *************************** 5. row ***************************
>            id: 1
>   select_type: SIMPLE
>         table: Groups_3
>          type: eq_ref
> possible_keys: PRIMARY,Groups1,Groups2
>           key: PRIMARY
>       key_len: 4
>           ref: rt3.CachedGroupMembers_2.GroupId
>          rows: 1
>         Extra: Using where; Distinct
>
>
> --
> Philip Kime
> NOPS Systems Architect
> 310 401 0407
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From ruslan.zakirov at gmail.com  Thu Apr 26 09:46:52 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 26 Apr 2007 17:46:52 +0400
Subject: [rt-users] Slow ticket search page becoming a problem
In-Reply-To: <ED3EE88C-106D-43A2-8EF7-5B4BE636764D@bestpractical.com>
References: <9C0091F428E697439E7A773FFD083427A92D27@szexchange.Shopzilla.inc>
	<ED3EE88C-106D-43A2-8EF7-5B4BE636764D@bestpractical.com>
Message-ID: <589c94400704260646v1948b9d0s93126a39107154d7@mail.gmail.com>

as far as I can see estimation of "rows" is very wrong I do think it's
mysql bug, I suggest you rebuild all indexes and run analyze on
tables.

On 4/26/07, Jesse Vincent <jesse at bestpractical.com> wrote:
> That looks suspiciously like the problem I'd been talking to you about
> before, Todd.
>
>
> On Apr 25, 2007, at 11:27 PM, Philip Kime wrote:
>
>
> I know I asked this before but I've been swamped and lost track of there the
> discussion got to.
>
> RT 3.6.3, Mysql 5.0.27. The main ticket search page is really slow to load,
> typically 45 seconds, sometimes longer. Problem query and explain below.
> It's starting to become a problem for us. Seems that the first row of the
> explain output is the guilty one. Rows_examined is absurdly high.
>
> PK
>
> # Query_time: 45  Lock_time: 0  Rows_sent: 290  Rows_examined: 65256162
> SELECT DISTINCT main.* FROM Users main , Principals Principals_1,
> CachedGroupMembers CachedGroupMembers_2, Groups Groups_3, ACL ACL_4  WHERE
> ((ACL_4.PrincipalType = Groups_3.Type)) AND ((ACL_4.RightName =
> 'OwnTicket')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND
> ((Groups_3.id = CachedGroupMembers_2.GroupId)) AND ((Principals_1.Disabled =
> '0')) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_1.id !=
> '1')) AND ((main.id = Principals_1.id)) AND ((ACL_4.ObjectType =
> 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain =
> 'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role'))  ORDER BY
> main.RealName ASC;
>
> *************************** 1. row ***************************
>            id: 1
>   select_type: SIMPLE
>         table: main
>          type: range
> possible_keys: PRIMARY
>           key: PRIMARY
>       key_len: 4
>           ref: NULL
>          rows: 673
>         Extra: Using where; Using temporary; Using filesort
> *************************** 2. row ***************************
> *************************** 2. row ***************************
>            id: 1
>   select_type: SIMPLE
>         table: Principals_1
>          type: eq_ref
> possible_keys: PRIMARY
>           key: PRIMARY
>       key_len: 4
>           ref: rt3.main.id
>          rows: 1
>         Extra: Using where; Distinct
> *************************** 3. row ***************************
>            id: 1
>   select_type: SIMPLE
>         table: CachedGroupMembers_2
>          type: ref
> possible_keys: DisGrouMem,SHRD_CGM1
>           key: SHRD_CGM1
>       key_len: 5
>           ref: rt3.main.id
>          rows: 1
>         Extra: Using where; Using index; Distinct
> *************************** 4. row ***************************
>            id: 1
>   select_type: SIMPLE
>         table: ACL_4
>          type: range
> possible_keys: ACL1
>           key: ACL1
>       key_len: 54
>           ref: NULL
>          rows: 77
>         Extra: Using where; Using index; Distinct
> *************************** 5. row ***************************
>            id: 1
>   select_type: SIMPLE
>         table: Groups_3
>          type: eq_ref
> possible_keys: PRIMARY,Groups1,Groups2
>           key: PRIMARY
>       key_len: 4
>           ref: rt3.CachedGroupMembers_2.GroupId
>          rows: 1
>         Extra: Using where; Distinct
>
>
>
> --
> Philip Kime
> NOPS Systems Architect
> 310 401 0407
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jesse at bestpractical.com  Thu Apr 26 11:01:15 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 26 Apr 2007 11:01:15 -0400
Subject: AW: [rt-users] RT problem
In-Reply-To: <1D9157B3-8D6E-4FC4-8DF3-F5C9F2C868C6@khera.org>
References: <16426EA38D57E74CB1DE5A6AE1DB03943142C3@w3hamboex11.ger.win.int.kn>
	<1D9157B3-8D6E-4FC4-8DF3-F5C9F2C868C6@khera.org>
Message-ID: <88EE6FCB-8A96-472D-A1BF-DCCD95BC683A@bestpractical.com>


On Apr 25, 2007, at 3:03 PM, Vivek Khera wrote:

>
> On Apr 24, 2007, at 8:44 PM, Ham MI-ID, Torsten Brumm wrote:
>
>> Yes we had it also, special after on on longer time of pt no pot  
>> usage (?!?) We fixed it dirty by nightly reboots. Later we  
>> switched to mod_fcgid.
>
> We use mod_fcgi but we still do a nightly apache "reload" which  
> just restarts the fcgi server processes.
>
> On occasion, we must reload during the day, but that is perhaps  
> once every 4-5 months.
>
> It just seems to grow and grow the memory used per process.

That sure sounds like a memory leak. If there are certain operations  
that can make the growth happen faster that would help us track it down.

-jesse
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From thrall.mail.list at gmail.com  Thu Apr 26 11:35:35 2007
From: thrall.mail.list at gmail.com (Nadeem Shahbaz)
Date: Thu, 26 Apr 2007 20:35:35 +0500
Subject: [rt-users] REST/1.0/NoAuth/mail-gateway,
	Could not load a valid user
In-Reply-To: <1177591210.46309daa7df52@webmail.usp.br>
References: <c405341b0704260521q1afac8b7p25fd1a3bc33b1ea3@mail.gmail.com>
	<1177591210.46309daa7df52@webmail.usp.br>
Message-ID: <c405341b0704260835l9552a12o3aa71a6df4d6a0f1@mail.gmail.com>

On 4/26/07, Fernando Fugita <fugita at usp.br> wrote:
>
> You followed this procedures, find in wiki?
>
> http://wiki.bestpractical.com/index.cgi?ItsFinallyInstalledNowWhat

Actually I updated RT 3.4.5 to RT 3.6.3. In old RT, everyone didnt
have right to create ticket and it was working fine. After updating,
its broken. Also I tried to use rt command line tool to cover up our
broken application integrated with RT to create ticket. But when I
invoke a command like
./rt create -t ticket set subject='test'

it is asking for a password. I tried with giving root password but it
is giving error
rt: Server error: Found (302). But at old RT, 3.4.5, same command is
working fine with no problem.

Nadeem


From savage at savage.za.org  Thu Apr 26 11:54:26 2007
From: savage at savage.za.org (Chris Knipe)
Date: Thu, 26 Apr 2007 17:54:26 +0200
Subject: [rt-users] modify ticket rights
Message-ID: <000301c7881b$2b277850$817668f0$@za.org>

Hi,

As per http://wiki.bestpractical.com/index.cgi?ModifyTicket (Right at the
bottom):
- To change the Status from any to 'deleted' the user needs the DeleteTicket
right.

Where is this defined in RT?  I have already defined some custom status
which seems to be working fine (notably, added a 'closed' status), but I
want to restrict my users now so that they can mark the ticket as 'Closed',
but not as 'Resolved'.

This seems to be the perfect place for me to do so.. But alas, I can't find
the spot in the code.  I'm running the latest version of RT.

Thanks,
Chris.




From justin at cityfone.net  Thu Apr 26 12:18:08 2007
From: justin at cityfone.net (Justin Zygmont)
Date: Thu, 26 Apr 2007 09:18:08 -0700
Subject: [rt-users] RT problem
In-Reply-To: <9A875442-711E-492B-B4AA-AC5DE56934A3@bestpractical.com>
References: <462E9CFC.30009@cityfone.net>
	<9A875442-711E-492B-B4AA-AC5DE56934A3@bestpractical.com>
Message-ID: <4630D0C0.3050106@cityfone.net>



Jesse Vincent wrote:
> 
> On Apr 24, 2007, at 8:12 PM, Justin Zygmont wrote:
> 
>> I have this strange and unexplainable problem with RT 3.4.6 on RHEL4. 
>> For some reason when using RT for any length of time, I get a 
>> mason_handler process taking up all 2 GB of ram on the server, and 
>> driving the load up to about 40, which causes the system to freeze.
>> You can see this from a top session just as it happens, the ram usage 
>> is 89.9%, is there any way to know what could be causing this?  I've 
>> ruled out fastcgi or apache from being a problem.  Any ideas would be 
>> appreciated.
>>
>>
>>
> Nothing in the logs? I'd suspect infinite recursion.
> 
> -jesse
> 
>> 2948 apache    15   0 4317m 1.8g 1412 D   28 89.9   0:36.19 
>> mason_handler.f

Thanks for the info, I had seen what I thought was an unrelated error, 
but I think it was the cause after all.  There was a problem with a 
script since it needed DBD::Oracle, even though the module installed OK.


From garyo at genarts.com  Thu Apr 26 12:29:05 2007
From: garyo at genarts.com (Gary Oberbrunner)
Date: Thu, 26 Apr 2007 12:29:05 -0400
Subject: [rt-users] Re: Problem with latest RT: error in HTML::Mason::Command
Message-ID: <4630D351.2070001@genarts.com>

Found my problem.  Turns out I had an old DBIx::SearchBuilder installed in a
different dir (from an old Perl install), and somehow it was being used
instead of the new one.  I deleted the old DBIx, cleaned the Mason cache,
restarted httpd, and all's well now with Reminders.

hope that helps someone;

-- Gary Oberbrunner


From gleduc at mail.sdsu.edu  Thu Apr 26 12:50:16 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 26 Apr 2007 09:50:16 -0700
Subject: [rt-users] Resolve not sending "Message" to requestors
Message-ID: <6.2.1.2.2.20070426091205.02cc6858@mail.sdsu.edu>

Hi All,

My RT setup is v3.6.3 with all global scrips disabled.  The queue I'm 
working in has a scrip that fires when Status eq 'resolved' and the action 
is to Notify Requestors with a boilerplate e-mail telling the requestor 
that it was resolved and who resolved the ticket.

I have a ticket, Status = 'open'.  I view the ticket and click on the 
Resolve link at the end of the menu bar.  A message screen opens with 
Status set to 'resolved' and "Update Type" set to "Comments (Not sent to 
requestors)".  The Cc and Bcc fields are empty.  In the lower part of the 
screen are 2 informational messages: "This message will be sent to..." and 
Messages about this ticket will not be sent to..." - neither of these 
message has anything listed below it.

Ok.  I want to resolve this ticket and type in a message that should be 
sent to the requestor in addition to (or instead of) the one that gets sent 
by the above scrip.  So I change "Update Type" to "Reply to requestors", 
type my message into the "Message" field, and click on "Update Ticket".

The ticket updates and the Results list says:
   - Message recorded
   - Ticket 407: Status changed from 'open' to 'resolved'

The History shows
   gleduc - Correspondence added  (with the text of what I wanted sent in 
the 'resolved' mail)
   gleduc - Status changed from 'open' to 'resolved'
   RT_System - Outgoing email recorded  (this is the mail from my scrip)

The only message that is sent is the one from my scrip.  The text that I 
entered at the message screen (with Reply to requestors selected) gets 
added to the ticket as correspondence instead of being mailed to the requestor.

What do I need to do in order to get the message that is entered on the 
'Resolve' screen sent to the requestor?  When I look in the Transactions 
table of the rt3 database, all I see are entries for the 3 "History" 
entries.  The usual case is for tickets to be resolved with no comments (by 
an "OK" e-mail from the ticket owner), so how do I know that _this_ time 
there's additional info (the Correspondence) that I need to include in the 
close-out e-mail to the requestor?

Thanks,
Gene




-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From tomw at bnl.gov  Thu Apr 26 15:00:14 2007
From: tomw at bnl.gov (Tomasz Wlodek)
Date: Thu, 26 Apr 2007 15:00:14 -0400 (EDT)
Subject: [rt-users] how to read AT link information
In-Reply-To: <Pine.GSO.4.58.0605031354140.3135@rcf2.rhic.bnl.gov>
References: <20060503174640.GA22009@qwestip.net>
	<Pine.GSO.4.58.0605031354140.3135@rcf2.rhic.bnl.gov>
Message-ID: <Pine.LNX.4.64.0704261445570.16449@rcf2.rhic.bnl.gov>

This is an AT question, but it touches RT as well, since the same problem, 
how to read links between tickets, exists in RT.

It is a very, very, very easy problem for an expert (at least I think so), 
but for a non expert like me it is baffling. I am struggling with it for 
some time.

Let us suppose that I have an AT asset object $Asset. I want to find 
another assed, let us call it $NewAsset which is connected to $Asset by 
one of the links (RunsOn, ComponentOf, DependsOn,... and so on, what you 
see on link page in AT asset).

My intuition, common sense and past experience suggests that the code 
should look like this (in general):

$Asset = ..                      # read the AT asset information
$Links = $Asset->RunsOn;         # links to objects on which Asset runs
for (my $Link=$Links->Next){     # loop over the links
 	$NewAsset=$Link->Target; # asset to which the $Link points to
}

So much my intuition how I THINK it SHOULD be. In reality it does not 
work this way.

$Asset object does have methods like Links, RunsOn, IsRunning, ComponentOf 
and so on, but the meaning of those fields puzzless me. for example when I 
run

$Links = $Asset->RunsOn;
while ( my ($key, $value) = each(%$Links) ) {
 	 print "\t $key => $value \n";
}

I get:

     _open_parens => HASH(0x9e435fc)
     alias_count => 0
     order_by => ARRAY(0x9e7b164)
     where_clause =>
     table => Links
     tables =>
     is_limited => 1
     order =>
     user => RT::CurrentUser=HASH(0x9d95b60)
     limit_clause =>
     DBIxHandle => RT::Handle=HASH(0x9b2bd3c)
     restrictions => HASH(0x9e7ba80)
     primary_key => id
     auxillary_tables =>
     must_redo_search => 1
     itemscount => 0
     show_rows => 0
     aliases => ARRAY(0x9e7ba44)
     first_row => 0

Hell, what does it mean?

How do I translate it into target Asset?

Did anyone deal with similar problem?

How to decode link information in AT?

What is the real meaning of fields like "Links,RunsOn,IsRunning,..." in 
Asset objects in AT?

Tom Wlodek


From jfenner at vitamix.com  Thu Apr 26 15:31:41 2007
From: jfenner at vitamix.com (Jason Fenner)
Date: Thu, 26 Apr 2007 15:31:41 -0400
Subject: [rt-users] Problem with iterating groups
Message-ID: <4630FE1D.80202@vitamix.com>

I am trying to iterate over the names of groups with this code piece:

use RT::Groups;
         my $groups = new RT::Groups($user);
         $groups->LimitToUserDefinedGroups();
         print $groups->Count . "\n";
         while (my $group = $groups->Next) {
            #print $group->Id ." is a group id\n";
            print $group->Name;
         }

For some reason the while loop keeps resulting in false and is never 
run.  However, I know that I do have groups because that Count method is 
returning the number 7.  Does anyone know why I can't iterate?

Thanks,
--Jason



From sturner at MIT.EDU  Thu Apr 26 15:38:49 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 26 Apr 2007 15:38:49 -0400
Subject: [rt-users] Problem with iterating groups
In-Reply-To: <4630FE1D.80202@vitamix.com>
References: <4630FE1D.80202@vitamix.com>
Message-ID: <6.2.3.4.2.20070426153736.03cf6298@po14.mit.edu>

At Thursday 4/26/2007 03:31 PM, Jason Fenner wrote:
>I am trying to iterate over the names of groups with this code piece:
>
>use RT::Groups;
>         my $groups = new RT::Groups($user);
>         $groups->LimitToUserDefinedGroups();
>         print $groups->Count . "\n";
>         while (my $group = $groups->Next) {
>            #print $group->Id ." is a group id\n";
>            print $group->Name;
>         }
>
>For some reason the while loop keeps resulting in false and is never 
>run.  However, I know that I do have groups because that Count 
>method is returning the number 7.  Does anyone know why I can't iterate?
>
>Thanks,
>--Jason

Jason,

I just ran this code and it worked for me - I wonder if $user has the 
privileges to see the groups?

Steve 



From jfenner at vitamix.com  Thu Apr 26 15:53:02 2007
From: jfenner at vitamix.com (Jason Fenner)
Date: Thu, 26 Apr 2007 15:53:02 -0400
Subject: [rt-users] Problem with iterating groups
In-Reply-To: <6.2.3.4.2.20070426153736.03cf6298@po14.mit.edu>
References: <4630FE1D.80202@vitamix.com>
	<6.2.3.4.2.20070426153736.03cf6298@po14.mit.edu>
Message-ID: <4631031E.5030700@vitamix.com>

Stephen Turner wrote:
> At Thursday 4/26/2007 03:31 PM, Jason Fenner wrote:
>> I am trying to iterate over the names of groups with this code piece:
>>
>> use RT::Groups;
>>         my $groups = new RT::Groups($user);
>>         $groups->LimitToUserDefinedGroups();
>>         print $groups->Count . "\n";
>>         while (my $group = $groups->Next) {
>>            #print $group->Id ." is a group id\n";
>>            print $group->Name;
>>         }
>>
>> For some reason the while loop keeps resulting in false and is never 
>> run.  However, I know that I do have groups because that Count method 
>> is returning the number 7.  Does anyone know why I can't iterate?
>>
>> Thanks,
>> --Jason
>
> Jason,
>
> I just ran this code and it worked for me - I wonder if $user has the 
> privileges to see the groups?
>
> Steve
>
Yes, I solved it.  The user I was using was $RT::SystemUser.  That user 
fails on iteration due to security filtering on the Next method in 
Groups_Overlay.pm.  Maybe he shouldn't fail, but he does.  You correct 
this by RT::User->Load a normal system user and then using that $user.

Thanks,
--Jason



From tim.bell at cern.ch  Thu Apr 26 15:42:58 2007
From: tim.bell at cern.ch (Tim Bell)
Date: Thu, 26 Apr 2007 21:42:58 +0200
Subject: [rt-users] custom field help text and dates
Message-ID: <463100C2.5070300@cern.ch>


A couple of questions on custom fields

- I would like to be able to define some help text for custom fields to 
give more details.  Is there a way of making either a pop-up hover text 
or a link when the custom field description is clicked on to give the 
users more of a hint of the meaning of the field ?

- I have some custom fields which are dates.  The RT date fields have a 
calendar button but I can't find a way of getting this for a custom 
field.  I can restrict the date formats using patterns but I would like 
to be able to choose the value from a calendar view by month.

Thanks,
Tim



From loureiro at iua.upf.edu  Thu Apr 26 17:17:52 2007
From: loureiro at iua.upf.edu (Ramon Loureiro)
Date: Thu, 26 Apr 2007 23:17:52 +0200 (CEST)
Subject: [rt-users] assigning a ticket to a user
Message-ID: <3668.87.219.179.53.1177622272.squirrel@iua-mail.upf.es>

Hi,
I`d like to solve this situation:

A Requestor send an email to one queue.
Two watchers receive the corresponding email.

When one of the watchers answers the email I'd like him to be the owner of
the ticket if he is an AdminCC

what is the AdminCC id?
$self->TicketObj->QueueObj->AdminCc->id  ?????

-------------------------------------------------------------
my $Value = $self->TicketObj->QueueObj->AdminCc->id ;
$self->TicketObj->_Set(Field => 'Owner', Value => $Value);
return 1;
-------------------------------------------------------------

thank you!









From gleduc at mail.sdsu.edu  Thu Apr 26 18:03:41 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 26 Apr 2007 15:03:41 -0700
Subject: [rt-users] assigning a ticket to a user
In-Reply-To: <3668.87.219.179.53.1177622272.squirrel@iua-mail.upf.es>
References: <3668.87.219.179.53.1177622272.squirrel@iua-mail.upf.es>
Message-ID: <6.2.1.2.2.20070426145147.02d3ed30@mail.sdsu.edu>

Try

-----------------------
my $Ticket = $self->TicketObj;
my $Transaction = $self->TransactionObj;
my $CreatorId = $Transaction->CreatorObj->Id;
my $Queue = $Ticket->QueueObj;
my $val = $Transaction->Type eq 'Correspond' && $Queue->IsAdminCc($CreatorId);
$Ticket->SetOwner($CreatorId) if $val;
return 1;
----------------------

At 02:17 PM 4/26/2007, Ramon Loureiro wrote:
>Hi,
>I`d like to solve this situation:
>
>A Requestor send an email to one queue.
>Two watchers receive the corresponding email.
>
>When one of the watchers answers the email I'd like him to be the owner of
>the ticket if he is an AdminCC
>
>what is the AdminCC id?
>$self->TicketObj->QueueObj->AdminCc->id  ?????
>
>-------------------------------------------------------------
>my $Value = $self->TicketObj->QueueObj->AdminCc->id ;
>$self->TicketObj->_Set(Field => 'Owner', Value => $Value);
>return 1;
>-------------------------------------------------------------
>
>thank you!
>
>
>
>
>
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From loureiro at iua.upf.edu  Thu Apr 26 18:35:32 2007
From: loureiro at iua.upf.edu (Ramon Loureiro)
Date: Fri, 27 Apr 2007 00:35:32 +0200 (CEST)
Subject: [rt-users] assigning a ticket to a user
In-Reply-To: <6.2.1.2.2.20070426145147.02d3ed30@mail.sdsu.edu>
References: <3668.87.219.179.53.1177622272.squirrel@iua-mail.upf.es>
	<6.2.1.2.2.20070426145147.02d3ed30@mail.sdsu.edu>
Message-ID: <4384.87.219.179.53.1177626932.squirrel@iua-mail.upf.es>

Thank you!
But, as I understand, this makes the requestor=creator to be the owner, do
it?
I?d like the first watcher who answers the email to be the owner...

thanks for answering!!!

> Try
>
> -----------------------
> my $Ticket = $self->TicketObj;
> my $Transaction = $self->TransactionObj;
> my $CreatorId = $Transaction->CreatorObj->Id;
> my $Queue = $Ticket->QueueObj;
> my $val = $Transaction->Type eq 'Correspond' &&
> $Queue->IsAdminCc($CreatorId);
> $Ticket->SetOwner($CreatorId) if $val;
> return 1;
> ----------------------
>
> At 02:17 PM 4/26/2007, Ramon Loureiro wrote:
>>Hi,
>>I`d like to solve this situation:
>>
>>A Requestor send an email to one queue.
>>Two watchers receive the corresponding email.
>>
>>When one of the watchers answers the email I'd like him to be the owner
>> of
>>the ticket if he is an AdminCC
>>
>>what is the AdminCC id?
>>$self->TicketObj->QueueObj->AdminCc->id  ?????
>>
>>-------------------------------------------------------------
>>my $Value = $self->TicketObj->QueueObj->AdminCc->id ;
>>$self->TicketObj->_Set(Field => 'Owner', Value => $Value);
>>return 1;
>>-------------------------------------------------------------
>>
>>thank you!
>>
>>
>>
>>
>>
>>
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>Buy a copy at http://rtbook.bestpractical.com
>
>
> --
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
>
>




From pkime at Shopzilla.com  Thu Apr 26 18:38:29 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Thu, 26 Apr 2007 15:38:29 -0700
Subject: [rt-users] Slow ticket search page becoming a problem
In-Reply-To: <ED3EE88C-106D-43A2-8EF7-5B4BE636764D@bestpractical.com>
References: <9C0091F428E697439E7A773FFD083427A92D27@szexchange.Shopzilla.inc>
	<ED3EE88C-106D-43A2-8EF7-5B4BE636764D@bestpractical.com>
Message-ID: <9C0091F428E697439E7A773FFD083427A92D2E@szexchange.Shopzilla.inc>

The problem seems to be caused by the ORDER BY clause. If I remove this,
it's very fast.
 
PK

________________________________

From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Thursday, April 26, 2007 6:00 AM
To: Todd Chapman
Cc: Philip Kime; RT Users
Subject: Re: [rt-users] Slow ticket search page becoming a problem


That looks suspiciously like the problem I'd been talking to you about
before, Todd. 

On Apr 25, 2007, at 11:27 PM, Philip Kime wrote:


	I know I asked this before but I've been swamped and lost track
of there the discussion got to.
	
	RT 3.6.3, Mysql 5.0.27. The main ticket search page is really
slow to load, typically 45 seconds, sometimes longer. Problem query and
explain below. It's starting to become a problem for us. Seems that the
first row of the explain output is the guilty one. Rows_examined is
absurdly high.
	
	PK
	
	# Query_time: 45 Lock_time: 0 Rows_sent: 290 Rows_examined:
65256162
	SELECT DISTINCT main.* FROM Users main , Principals
Principals_1, CachedGroupMembers CachedGroupMembers_2, Groups Groups_3,
ACL ACL_4 WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND
((ACL_4.RightName = 'OwnTicket')) AND ((CachedGroupMembers_2.MemberId =
Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_2.GroupId)) AND
((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType =
'User')) AND ((Principals_1.id != '1')) AND ((main.id =
Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Queue') OR
(ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain =
'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY
main.RealName ASC;
	
	*************************** 1. row ***************************
	id: 1
	select_type: SIMPLE
	table: main
	type: range
	possible_keys: PRIMARY
	key: PRIMARY
	key_len: 4
	ref: NULL
	rows: 673
	Extra: Using where; Using temporary; Using filesort
	*************************** 2. row ***************************
	*************************** 2. row ***************************
	id: 1
	select_type: SIMPLE
	table: Principals_1
	type: eq_ref
	possible_keys: PRIMARY
	key: PRIMARY
	key_len: 4
	ref: rt3.main.id
	rows: 1
	Extra: Using where; Distinct
	*************************** 3. row ***************************
	id: 1
	select_type: SIMPLE
	table: CachedGroupMembers_2
	type: ref
	possible_keys: DisGrouMem,SHRD_CGM1
	key: SHRD_CGM1
	key_len: 5
	ref: rt3.main.id
	rows: 1
	Extra: Using where; Using index; Distinct
	*************************** 4. row ***************************
	id: 1
	select_type: SIMPLE
	table: ACL_4
	type: range
	possible_keys: ACL1
	key: ACL1
	key_len: 54
	ref: NULL
	rows: 77
	Extra: Using where; Using index; Distinct
	*************************** 5. row ***************************
	id: 1
	select_type: SIMPLE
	table: Groups_3
	type: eq_ref
	possible_keys: PRIMARY,Groups1,Groups2
	key: PRIMARY
	key_len: 4
	ref: rt3.CachedGroupMembers_2.GroupId
	rows: 1
	Extra: Using where; Distinct
	
	
	--
	Philip Kime
	NOPS Systems Architect
	310 401 0407
	_______________________________________________
	http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


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From rthompson at handmark.com  Thu Apr 26 18:44:13 2007
From: rthompson at handmark.com (Randy Thompson)
Date: Thu, 26 Apr 2007 17:44:13 -0500
Subject: [rt-users] LDAP Integration in RT
Message-ID: <46312B3D.1060001@handmark.com>

All,

I'm having some LDAP woes with RT.   I've followed the instructions from
- New Installs -  This is a new installation of rt-3.6.3

Here are the instructions I've followed:

Installation is very straightforward if you haven't installed any
previous LDAP auth/info implementations and don't currently have a
User_Local.pm.

1. Copy the code from LdapUserLocalOverlay
<http://wiki.bestpractical.com/index.cgi?LdapUserLocalOverlay> into
${RTHOME}/local/lib/RT/User_Local.pm (if it doesn't exist, create it)

2. Copy the config settings from LdapSiteConfigSettings
<http://wiki.bestpractical.com/index.cgi?LdapSiteConfigSettings> into
${RTHOME}/etc/RT_SiteConfig.pm (I'd put it at the end, but it shouldn't
matter)

3. Customize the configuration settings; pay careful attention to
LdapAttrMap <http://wiki.bestpractical.com/index.cgi?LdapAttrMap>, which
is a hash reference to map RT's attributes to the appropriate fields of
your LDAP schema. *It's very unlikely that the LdapAttrMap
<http://wiki.bestpractical.com/index.cgi?LdapAttrMap> shown in
LdapSiteConfigSettings
<http://wiki.bestpractical.com/index.cgi?LdapSiteConfigSettings> will
work for you without customization! In particular, ActiveDirectory
<http://wiki.bestpractical.com/index.cgi?ActiveDirectory> users should
map:*

Name => 'sAMAccountName'

If your LDAP server does not allow anonymous binding, $LdapUser
<http://wiki.bestpractical.com/index.cgi?LdapUser> and $LdapPass
<http://wiki.bestpractical.com/index.cgi?LdapPass> should be set to the
appropriate DN and password for intial connection.

4. Optionally, copy the code from LdapAutocreateAuthCallback
<http://wiki.bestpractical.com/index.cgi?LdapAutocreateAuthCallback>
into ${RTHOME}/local/html/Callbacks/LDAP/autohandler/Auth (most likely
this doesn't exist, so create it)

5. If you haven't already done so, you will need to install the Perl
Net::LDAP module from CPAN. ( perl -MCPAN -eshell ; install Net::LDAP ).

6. Stop your RT instance (e.g., /sbin/service httpd stop ) and
CleanMasonCache
<http://wiki.bestpractical.com/index.cgi?CleanMasonCache> then start the
web server back up.


Here's what I've done, so far:

I've installed Net::LDAP module, set the $AuthMethod for LDAP only -
Internal is disabled.  Existing internal users still authenticate. 
Added the relevant pieces to /opt/rt3/etc/RT_SiteConfig.pm for LDAP
support from http://wiki.bestpractical.com/index.cgi?LdapOverlay
Configured the parameters for $LdapServer, $LdapBase, $LdapFilter
Enabled debugging (aware of the passwords getting logged - using a test
account), but that only tells me that it didn't work.  Any way to set
this for more output?
Copied User_Local.pm into /opt/rt3/local/lib
Stopped and restarted Apache after making changes and cleared the
/opt/rt3/var/mason_data/obj/*, as needed.

Sample from rt.log contains:

[Thu Apr 26 22:12:23 2007] [error]: FAILED LOGIN for jsamples from
<ip-address> (/opt/rt3/share/html/autohandler:249)

I can't see anything from the RT side or the LDAP side;
/var/log/ldap.log shows nothing out of the ordinary;  they're not even
talking to each other from what I can tell.

Relevant software

Web server:  Apache 2.0.54
RT version:  3.6.3
Perl version:  5.8.7
OS:    Linux
LDAP:  OpenLDAP 2.2.28

I've been through some of the archives (it's late in the day), but
haven't had any luck.  Any help or advice is greatly appreciated!

Best regards,
Randy Thompson





From rlong at bluegecko.net  Thu Apr 26 18:59:41 2007
From: rlong at bluegecko.net (Robert Long)
Date: Thu, 26 Apr 2007 15:59:41 -0700
Subject: [rt-users] assigning a ticket to a user
In-Reply-To: <4384.87.219.179.53.1177626932.squirrel@iua-mail.upf.es>
References: <3668.87.219.179.53.1177622272.squirrel@iua-mail.upf.es>	<6.2.1.2.2.20070426145147.02d3ed30@mail.sdsu.edu>
	<4384.87.219.179.53.1177626932.squirrel@iua-mail.upf.es>
Message-ID: <46312EDD.4080604@bluegecko.net>

here is the test to see if there isn't an owner and if the current actor
is an adminCC.

# if the owner isn't Nobody don't worry about it.
return 0 unless ($self->TicketObj->OwnerObj->Name eq "Nobody");

# load the current user as a principal
my $actor = RT::Principal->new(  $RT::SystemUser );
$actor->Load( $self->TransactionObj->CreatorObj->Id );

# perldoc Ticket_Overlay.pm
return 1 if IsWatcher { Type => 'AdminCC', PrincipalId => $actor };
return 0;



For setting the current actor as the owner, I'll leave that up to you. 
( perldoc Ticket.pm, look for 'SetOwner' - there are examples on the wiki)

.r'





Ramon Loureiro wrote:
> Thank you!
> But, as I understand, this makes the requestor=creator to be the owner, do
> it?
> I?d like the first watcher who answers the email to be the owner...
>
> thanks for answering!!!
>
>   
>> Try
>>
>> -----------------------
>> my $Ticket = $self->TicketObj;
>> my $Transaction = $self->TransactionObj;
>> my $CreatorId = $Transaction->CreatorObj->Id;
>> my $Queue = $Ticket->QueueObj;
>> my $val = $Transaction->Type eq 'Correspond' &&
>> $Queue->IsAdminCc($CreatorId);
>> $Ticket->SetOwner($CreatorId) if $val;
>> return 1;
>> ----------------------
>>
>> At 02:17 PM 4/26/2007, Ramon Loureiro wrote:
>>     
>>> Hi,
>>> I`d like to solve this situation:
>>>
>>> A Requestor send an email to one queue.
>>> Two watchers receive the corresponding email.
>>>
>>> When one of the watchers answers the email I'd like him to be the owner
>>> of
>>> the ticket if he is an AdminCC
>>>
>>> what is the AdminCC id?
>>> $self->TicketObj->QueueObj->AdminCc->id  ?????
>>>
>>> -------------------------------------------------------------
>>> my $Value = $self->TicketObj->QueueObj->AdminCc->id ;
>>> $self->TicketObj->_Set(Field => 'Owner', Value => $Value);
>>> return 1;
>>> -------------------------------------------------------------
>>>
>>> thank you!
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>       
>> --
>> Gene LeDuc, GSEC
>> Security Analyst
>> San Diego State University
>>
>>
>>     
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 gleduc at mail.sdsu.edu  Thu Apr 26 19:16:03 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 26 Apr 2007 16:16:03 -0700
Subject: [rt-users] assigning a ticket to a user
In-Reply-To: <4384.87.219.179.53.1177626932.squirrel@iua-mail.upf.es>
References: <3668.87.219.179.53.1177622272.squirrel@iua-mail.upf.es>
	<6.2.1.2.2.20070426145147.02d3ed30@mail.sdsu.edu>
	<4384.87.219.179.53.1177626932.squirrel@iua-mail.upf.es>
Message-ID: <6.2.1.2.2.20070426160351.02bae660@mail.sdsu.edu>

I could have it wrong, but it is working for me.  Here's how I understand it:

When the e-mail comes in, $self->TransactionObj->CreatorObj->Id is the user 
id of the e-mail sender (because the sender's e-mail "created" the 
transaction).
my $CreatorId = $self->TransactionObj->CreatorObj->Id;

$val = $self->TicketObj->QueueObj->IsAdminCc($CreatorId) should return true 
if the transaction creator (the e-mail sender) is a member of AdminCc for 
that queue.

So, to set the owner of the ticket to the e-mail sender only if the sender 
is in AdminCc:
$self->TicketObj->SetOwner($CreatorId) if $val;


At 03:35 PM 4/26/2007, you wrote:
>Thank you!
>But, as I understand, this makes the requestor=creator to be the owner, do
>it?
>I?d like the first watcher who answers the email to be the owner...
>
>thanks for answering!!!
>
> > Try
> >
> > -----------------------
> > my $Ticket = $self->TicketObj;
> > my $Transaction = $self->TransactionObj;
> > my $CreatorId = $Transaction->CreatorObj->Id;
> > my $Queue = $Ticket->QueueObj;
> > my $val = $Transaction->Type eq 'Correspond' &&
> > $Queue->IsAdminCc($CreatorId);
> > $Ticket->SetOwner($CreatorId) if $val;
> > return 1;
> > ----------------------
> >
> > At 02:17 PM 4/26/2007, Ramon Loureiro wrote:
> >>Hi,
> >>I`d like to solve this situation:
> >>
> >>A Requestor send an email to one queue.
> >>Two watchers receive the corresponding email.
> >>
> >>When one of the watchers answers the email I'd like him to be the owner
> >> of
> >>the ticket if he is an AdminCC
> >>
> >>what is the AdminCC id?
> >>$self->TicketObj->QueueObj->AdminCc->id  ?????
> >>
> >>-------------------------------------------------------------
> >>my $Value = $self->TicketObj->QueueObj->AdminCc->id ;
> >>$self->TicketObj->_Set(Field => 'Owner', Value => $Value);
> >>return 1;
> >>-------------------------------------------------------------
> >>
> >>thank you!
> >>
> >>
> >>
> >>
> >>
> >>
> >>
> >>_______________________________________________
> >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >>Community help: http://wiki.bestpractical.com
> >>Commercial support: sales at bestpractical.com
> >>
> >>
> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >>Buy a copy at http://rtbook.bestpractical.com
> >
> >
> > --
> > Gene LeDuc, GSEC
> > Security Analyst
> > San Diego State University
> >
> >


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From pkime at Shopzilla.com  Thu Apr 26 20:19:33 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Thu, 26 Apr 2007 17:19:33 -0700
Subject: [rt-users] Slow ticket search page becoming a problem
In-Reply-To: <ED3EE88C-106D-43A2-8EF7-5B4BE636764D@bestpractical.com>
References: <9C0091F428E697439E7A773FFD083427A92D27@szexchange.Shopzilla.inc>
	<ED3EE88C-106D-43A2-8EF7-5B4BE636764D@bestpractical.com>
Message-ID: <9C0091F428E697439E7A773FFD083427A92D30@szexchange.Shopzilla.inc>

Ok, the issue is that MYSQL 5 won't use the index on main.Name by
default (possible keys list PRIMARY only, which is useless for this
ORDER BY clause), which it really needs to do with an ORDER BY clause
for main.Name (or main.RealName as in my example as I have modified the
display code). It is fixed if you force the index use:
 
mysql> SELECT DISTINCT main.* FROM Principals Principals_1,
CachedGroupMembers C
achedGroupMembers_2, Groups Groups_3, ACL ACL_4, Users main FORCE
INDEX(Users1) WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND
((ACL_4.RightName = 'Own
Ticket')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND
((Groups_3
.id = CachedGroupMembers_2.GroupId)) AND ((Principals_1.Disabled = '0'))
AND ((P
rincipals_1.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND
((main.i
d = Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Queue') OR
(ACL_4.ObjectType
 = 'RT::System')) AND ((Groups_3.Domain = 'RT::Queue-Role') OR
(Groups_3.Domain
= 'RT::System-Role')) ORDER BY main.Name ASC;
 
Then it's nice and fast again. The explain shows that it's still a
filesort/temp query but it does a indexed table scan instead of an
unindexed range scan.
 
I assume that this would need a SearchBuilder mod to force the use of
the index related to the ORDER BY clause?
 
PK



________________________________

From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Thursday, April 26, 2007 6:00 AM
To: Todd Chapman
Cc: Philip Kime; RT Users
Subject: Re: [rt-users] Slow ticket search page becoming a problem


That looks suspiciously like the problem I'd been talking to you about
before, Todd. 

On Apr 25, 2007, at 11:27 PM, Philip Kime wrote:


	I know I asked this before but I've been swamped and lost track
of there the discussion got to.
	
	RT 3.6.3, Mysql 5.0.27. The main ticket search page is really
slow to load, typically 45 seconds, sometimes longer. Problem query and
explain below. It's starting to become a problem for us. Seems that the
first row of the explain output is the guilty one. Rows_examined is
absurdly high.
	
	PK
	
	# Query_time: 45 Lock_time: 0 Rows_sent: 290 Rows_examined:
65256162
	SELECT DISTINCT main.* FROM Users main , Principals
Principals_1, CachedGroupMembers CachedGroupMembers_2, Groups Groups_3,
ACL ACL_4 WHERE ((ACL_4.PrincipalType = Groups_3.Type)) AND
((ACL_4.RightName = 'OwnTicket')) AND ((CachedGroupMembers_2.MemberId =
Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_2.GroupId)) AND
((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType =
'User')) AND ((Principals_1.id != '1')) AND ((main.id =
Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Queue') OR
(ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain =
'RT::Queue-Role') OR (Groups_3.Domain = 'RT::System-Role')) ORDER BY
main.RealName ASC;
	
	*************************** 1. row ***************************
	id: 1
	select_type: SIMPLE
	table: main
	type: range
	possible_keys: PRIMARY
	key: PRIMARY
	key_len: 4
	ref: NULL
	rows: 673
	Extra: Using where; Using temporary; Using filesort
	*************************** 2. row ***************************
	*************************** 2. row ***************************
	id: 1
	select_type: SIMPLE
	table: Principals_1
	type: eq_ref
	possible_keys: PRIMARY
	key: PRIMARY
	key_len: 4
	ref: rt3.main.id
	rows: 1
	Extra: Using where; Distinct
	*************************** 3. row ***************************
	id: 1
	select_type: SIMPLE
	table: CachedGroupMembers_2
	type: ref
	possible_keys: DisGrouMem,SHRD_CGM1
	key: SHRD_CGM1
	key_len: 5
	ref: rt3.main.id
	rows: 1
	Extra: Using where; Using index; Distinct
	*************************** 4. row ***************************
	id: 1
	select_type: SIMPLE
	table: ACL_4
	type: range
	possible_keys: ACL1
	key: ACL1
	key_len: 54
	ref: NULL
	rows: 77
	Extra: Using where; Using index; Distinct
	*************************** 5. row ***************************
	id: 1
	select_type: SIMPLE
	table: Groups_3
	type: eq_ref
	possible_keys: PRIMARY,Groups1,Groups2
	key: PRIMARY
	key_len: 4
	ref: rt3.CachedGroupMembers_2.GroupId
	rows: 1
	Extra: Using where; Distinct
	
	
	--
	Philip Kime
	NOPS Systems Architect
	310 401 0407
	_______________________________________________
	http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


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From ruslan.zakirov at gmail.com  Thu Apr 26 20:34:02 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 27 Apr 2007 04:34:02 +0400
Subject: [rt-users] Slow ticket search page becoming a problem
In-Reply-To: <9C0091F428E697439E7A773FFD083427A92D30@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427A92D27@szexchange.Shopzilla.inc>
	<ED3EE88C-106D-43A2-8EF7-5B4BE636764D@bestpractical.com>
	<9C0091F428E697439E7A773FFD083427A92D30@szexchange.Shopzilla.inc>
Message-ID: <589c94400704261734o32460af4i4af419c76f9a638a@mail.gmail.com>

Philip, please try the following query and send us times and EXPLAIN:

SELECT STRAIGHT_JOIN DISTINCT main.* FROM
    ACL ACL_4,
    Groups Groups_3,
    CachedGroupMembers CachedGroupMembers_2,
    Principals Principals_1,
    Users main
WHERE ((ACL_4.PrincipalType = Groups_3.Type))
    AND ((ACL_4.RightName = 'OwnTicket'))
    AND ((CachedGroupMembers_2.MemberId = Principals_1.id))
    AND ((Groups_3.id = CachedGroupMembers_2.GroupId))
    AND ((Principals_1.Disabled = '0'))
    AND ((Principals_1.PrincipalType = 'User'))
    AND ((Principals_1.id != '1'))
    AND ((main.id = Principals_1.id))
    AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType = 'RT::System'))
    AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain =
'RT::System-Role'))
ORDER BY main.RealName ASC;

It's the same query but with forced order of joins, I do believe that
this is the ideal plan for joins in this situation for all setups.


On 4/27/07, Philip Kime <pkime at shopzilla.com> wrote:
>
>
> Ok, the issue is that MYSQL 5 won't use the index on main.Name by default
> (possible keys list PRIMARY only, which is useless for this ORDER BY
> clause), which it really needs to do with an ORDER BY clause for main.Name
> (or main.RealName as in my example as I have modified the display code). It
> is fixed if you force the index use:
>
[snip]

>
> Then it's nice and fast again. The explain shows that it's still a
> filesort/temp query but it does a indexed table scan instead of an unindexed
> range scan.
>
> I assume that this would need a SearchBuilder mod to force the use of the
> index related to the ORDER BY clause?
>
> PK

-- 
Best regards, Ruslan.


From pkime at Shopzilla.com  Thu Apr 26 20:56:37 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Thu, 26 Apr 2007 17:56:37 -0700
Subject: [rt-users] Slow ticket search page becoming a problem
In-Reply-To: <589c94400704261734o32460af4i4af419c76f9a638a@mail.gmail.com>
References: <9C0091F428E697439E7A773FFD083427A92D27@szexchange.Shopzilla.inc>
	<ED3EE88C-106D-43A2-8EF7-5B4BE636764D@bestpractical.com>
	<9C0091F428E697439E7A773FFD083427A92D30@szexchange.Shopzilla.inc>
	<589c94400704261734o32460af4i4af419c76f9a638a@mail.gmail.com>
Message-ID: <9C0091F428E697439E7A773FFD083427A92D32@szexchange.Shopzilla.inc>

You're clearly a better DBA than me :-) Yes, that Join orering is very
nice and executes in about 0.8 seconds as opposed to 45-90 seconds.
Explain is:

*************************** 1. row ***************************
           id: 1
  select_type: SIMPLE
        table: ACL_4
         type: range
possible_keys: ACL1
          key: ACL1
      key_len: 54
          ref: NULL
         rows: 77
        Extra: Using where; Using index; Using temporary; Using filesort
*************************** 2. row ***************************
           id: 1
  select_type: SIMPLE
        table: Groups_3
         type: ref
possible_keys: PRIMARY,Groups1,Groups2
          key: Groups2
      key_len: 67
          ref: rt3.ACL_4.PrincipalType
         rows: 26460
        Extra: Using where
*************************** 3. row ***************************
           id: 1
  select_type: SIMPLE
        table: CachedGroupMembers_2
         type: ref
possible_keys: DisGrouMem,SHRD_CGM1
          key: DisGrouMem
      key_len: 5
          ref: rt3.Groups_3.id
         rows: 1
        Extra: Using where; Using index
*************************** 4. row ***************************
           id: 1
  select_type: SIMPLE
        table: Principals_1
         type: eq_ref
possible_keys: PRIMARY
          key: PRIMARY
      key_len: 4
          ref: rt3.CachedGroupMembers_2.MemberId
         rows: 1
        Extra: Using where
*************************** 5. row ***************************
           id: 1
  select_type: SIMPLE
        table: main
         type: eq_ref
possible_keys: PRIMARY
          key: PRIMARY
      key_len: 4
          ref: rt3.CachedGroupMembers_2.MemberId
         rows: 1
        Extra:
5 rows in set (0.00 sec)

PK

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Thursday, April 26, 2007 5:34 PM
To: Philip Kime
Cc: Jesse Vincent; Todd Chapman; RT Users
Subject: Re: [rt-users] Slow ticket search page becoming a problem

Philip, please try the following query and send us times and EXPLAIN:

SELECT STRAIGHT_JOIN DISTINCT main.* FROM
    ACL ACL_4,
    Groups Groups_3,
    CachedGroupMembers CachedGroupMembers_2,
    Principals Principals_1,
    Users main
WHERE ((ACL_4.PrincipalType = Groups_3.Type))
    AND ((ACL_4.RightName = 'OwnTicket'))
    AND ((CachedGroupMembers_2.MemberId = Principals_1.id))
    AND ((Groups_3.id = CachedGroupMembers_2.GroupId))
    AND ((Principals_1.Disabled = '0'))
    AND ((Principals_1.PrincipalType = 'User'))
    AND ((Principals_1.id != '1'))
    AND ((main.id = Principals_1.id))
    AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType =
'RT::System'))
    AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain =
'RT::System-Role'))
ORDER BY main.RealName ASC;

It's the same query but with forced order of joins, I do believe that
this is the ideal plan for joins in this situation for all setups.


On 4/27/07, Philip Kime <pkime at shopzilla.com> wrote:
>
>
> Ok, the issue is that MYSQL 5 won't use the index on main.Name by 
> default (possible keys list PRIMARY only, which is useless for this 
> ORDER BY clause), which it really needs to do with an ORDER BY clause 
> for main.Name (or main.RealName as in my example as I have modified 
> the display code). It is fixed if you force the index use:
>
[snip]

>
> Then it's nice and fast again. The explain shows that it's still a 
> filesort/temp query but it does a indexed table scan instead of an 
> unindexed range scan.
>
> I assume that this would need a SearchBuilder mod to force the use of 
> the index related to the ORDER BY clause?
>
> PK

--
Best regards, Ruslan.



From csmith at nighthawkrad.net  Fri Apr 27 02:00:06 2007
From: csmith at nighthawkrad.net (Christopher Smith)
Date: Fri, 27 Apr 2007 16:00:06 +1000
Subject: [rt-users] RT 3.4.x with 3.6.x database updates ?
Message-ID: <46319166.50608@nighthawkrad.net>

I have an existing 3.4.x installation.  If I apply the database updates 
necessary for the newer RT 3.6.x, in preparation for an upgrade, will I 
still be able to point my 3.4.x instance of RT at it without causing any 
problems ?

Cheers,
-- 
Christopher Smith

Systems Administrator
Nighthawk Radiology Services
Level 11, Suite 1101
Grosvenor Place
225 George Street
Sydney NSW 2000
Australia

T:  612 - 8211 2300 (IP: x8163)
F:  612 - 8211 2333
M:  61  - 407 397 563
USA Toll free:  866 241 6635
E: csmith at nighthawkrad.net
I: www.nighthawkrad.net

CONFIDENTIALITY NOTICE:   This email, including any attachments, 
contains information from NightHawk Radiology Services, which may be 
confidential or privileged. The information is intended to be for the 
use of the individual or entity named above. If you are not the intended 
recipient, be aware that any disclosure, copying, distribution or use of 
the contents of this information is prohibited. If you have received 
this email in error, please notify NightHawk Radiology Services 
immediately by forwarding message to postmaster at nighthawkrad.net and 
destroy all electronic and hard copies of the communication, including 
attachments.


From loureiro at iua.upf.edu  Fri Apr 27 05:48:00 2007
From: loureiro at iua.upf.edu (Ramon Loureiro)
Date: Fri, 27 Apr 2007 11:48:00 +0200
Subject: [rt-users] assigning a ticket to a user
In-Reply-To: <6.2.1.2.2.20070426160351.02bae660@mail.sdsu.edu>
References: <3668.87.219.179.53.1177622272.squirrel@iua-mail.upf.es>
	<6.2.1.2.2.20070426145147.02d3ed30@mail.sdsu.edu>
	<4384.87.219.179.53.1177626932.squirrel@iua-mail.upf.es>
	<6.2.1.2.2.20070426160351.02bae660@mail.sdsu.edu>
Message-ID: <4631C6D0.6020402@iua.upf.es>

Hi again,

Let me explain better:
I'm trying to manage ticket properties without entering in the RT web 
interface. This is the situation:

1.- Requestor A sends an email to the queue
2.- Watcher B receives the email as a CC user of the queue
3.- Watcher C receives the email as a AdminCC user of the queue
4.-.Watcher B answers the email. Nothing special happens
5.- Watcher C answers the email, Here is when I want the system to 
change the owner to C

So I think I need to check if the one who is answering the message is 
AdminCC

Some thin like
$self->TransactionObj->CorrespondingActor->Id;
?

thanks again





Gene LeDuc wrote:
> I could have it wrong, but it is working for me.  Here's how I 
> understand it:
>
> When the e-mail comes in, $self->TransactionObj->CreatorObj->Id is the 
> user id of the e-mail sender (because the sender's e-mail "created" 
> the transaction).
> my $CreatorId = $self->TransactionObj->CreatorObj->Id;
>
> $val = $self->TicketObj->QueueObj->IsAdminCc($CreatorId) should return 
> true if the transaction creator (the e-mail sender) is a member of 
> AdminCc for that queue.
>
> So, to set the owner of the ticket to the e-mail sender only if the 
> sender is in AdminCc:
> $self->TicketObj->SetOwner($CreatorId) if $val;
>
>
> At 03:35 PM 4/26/2007, you wrote:
>> Thank you!
>> But, as I understand, this makes the requestor=creator to be the 
>> owner, do
>> it?
>> I?d like the first watcher who answers the email to be the owner...
>>
>> thanks for answering!!!
>>
>> > Try
>> >
>> > -----------------------
>> > my $Ticket = $self->TicketObj;
>> > my $Transaction = $self->TransactionObj;
>> > my $CreatorId = $Transaction->CreatorObj->Id;
>> > my $Queue = $Ticket->QueueObj;
>> > my $val = $Transaction->Type eq 'Correspond' &&
>> > $Queue->IsAdminCc($CreatorId);
>> > $Ticket->SetOwner($CreatorId) if $val;
>> > return 1;
>> > ----------------------
>> >
>> > At 02:17 PM 4/26/2007, Ramon Loureiro wrote:
>> >>Hi,
>> >>I`d like to solve this situation:
>> >>
>> >>A Requestor send an email to one queue.
>> >>Two watchers receive the corresponding email.
>> >>
>> >>When one of the watchers answers the email I'd like him to be the 
>> owner
>> >> of
>> >>the ticket if he is an AdminCC
>> >>
>> >>what is the AdminCC id?
>> >>$self->TicketObj->QueueObj->AdminCc->id  ?????
>> >>
>> >>-------------------------------------------------------------
>> >>my $Value = $self->TicketObj->QueueObj->AdminCc->id ;
>> >>$self->TicketObj->_Set(Field => 'Owner', Value => $Value);
>> >>return 1;
>> >>-------------------------------------------------------------
>> >>
>> >>thank you!
>> >>
>> >>
>> >>
>> >>
>> >>
>> >>
>> >>
>> >>_______________________________________________
>> >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >>
>> >>Community help: http://wiki.bestpractical.com
>> >>Commercial support: sales at bestpractical.com
>> >>
>> >>
>> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >>Buy a copy at http://rtbook.bestpractical.com
>> >
>> >
>> > --
>> > Gene LeDuc, GSEC
>> > Security Analyst
>> > San Diego State University
>> >
>> >
>
>



From fpereira at cyclelogic.com.br  Fri Apr 27 10:58:17 2007
From: fpereira at cyclelogic.com.br (Flavio Pereira)
Date: Fri, 27 Apr 2007 11:58:17 -0300
Subject: [rt-users] assigning a ticket to a user
In-Reply-To: <4384.87.219.179.53.1177626932.squirrel@iua-mail.upf.es>
Message-ID: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAAvSWVpORdvE29LSbt/X3/iMKAAAAQAAAAtI7GyRISG0akk49lg7GagwEAAAAA@cyclelogic.com.br>

 
	Hello people,
	
	I'm a a new user of RT and I'm having some problems.

	After install, have it up and running I changed the messages
exchanged in RT (editing Scripts and Tamplates) and some users/group
permissions... So, I can't make the requestors and AdminCc to receive the
message after resolve the ticket, RT is sending to the AdminCc as Comment
and to the requestor as Replay, the template created to be used when the
ticket is finished isn't used by RT.

	Someone can help me?

	Regards,

Flavio Pereira
Support Analyst
http://www.guiasp.com.br



From serge at vanginderachter.be  Fri Apr 27 12:18:03 2007
From: serge at vanginderachter.be (Serge van Ginderachter)
Date: Fri, 27 Apr 2007 18:18:03 +0200
Subject: [rt-users] time in hours instead of minutes
Message-ID: <1177690683.25323.6.camel@localhost>

hi,

using rt3.4, is it possible to copunt time in ## hours instead of
##minutes?

thx


        Serge

-- 
Serge van Ginderachter          http://www.vanginderachter.be/ 

Really, I'm not out to destroy Microsoft. That will just be a completely
unintentional side effect. -- Linus Torvalds (2003)



From mschrimshaw at commpartners.us  Fri Apr 27 12:37:22 2007
From: mschrimshaw at commpartners.us (Michael Schrimshaw)
Date: Fri, 27 Apr 2007 09:37:22 -0700
Subject: [rt-users] Ticket numbers incrementing by 10?
Message-ID: <E7480C3D4575E746815043B7BBF9128702709D67@cpsrvr02.cpllc.lan>

Howdy,

Since upgrading to RT 3.6.3, I've noticed that our ticket numbers are
incrementing by n+10 rather than by n+1...has anyone else seen this?
We're running MySQL (5.0.27-max-log) for a backend, using InnoDB tables
(which I understand auto_increment has had issues with before).  For
"show table status", I see the following for the Tickets table:

-+----------------------+
| Name | Engine | Version | Row_format | Rows   | Avg_row_length |
Data_length | Max_data_length | Index_length | Data_free |
Auto_increment | Create_time | Update_time | Check_time | Collation |
Checksum | Create_options | Comment              |
...

| Tickets | InnoDB | 10 | Compact | 14722 | 250 | 3686400 | 0 | 2277376
| 0 | 23922 | 2007-04-26 15:40:58 | NULL                | NULL |
latin1_swedish_ci | NULL |


Any clues will be greatly appreciated :)

Thanks!
Mike  


From gleduc at mail.sdsu.edu  Fri Apr 27 12:42:06 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 27 Apr 2007 09:42:06 -0700
Subject: [rt-users] assigning a ticket to a user
In-Reply-To: <4631C6D0.6020402@iua.upf.es>
References: <3668.87.219.179.53.1177622272.squirrel@iua-mail.upf.es>
	<6.2.1.2.2.20070426145147.02d3ed30@mail.sdsu.edu>
	<4384.87.219.179.53.1177626932.squirrel@iua-mail.upf.es>
	<6.2.1.2.2.20070426160351.02bae660@mail.sdsu.edu>
	<4631C6D0.6020402@iua.upf.es>
Message-ID: <6.2.1.2.2.20070427092502.02bb11b8@mail.sdsu.edu>

What you are describing is exactly what my code does.  I've tested it, I 
use it, and it works.  If a sender is not an AdminCc for the queue, it will 
return false.  The "IsAdminCc($CreatorId)" function returns true _only_ if 
the argument is in the AdminCc group for that queue.  If the $CreatorId is 
a Cc member but not an AdminCc, the function returns false and you do not 
set the Owner value.

Regards,
Gene

At 02:48 AM 4/27/2007, Ramon Loureiro wrote:
>Hi again,
>
>Let me explain better:
>I'm trying to manage ticket properties without entering in the RT web 
>interface. This is the situation:
>
>1.- Requestor A sends an email to the queue
>2.- Watcher B receives the email as a CC user of the queue
>3.- Watcher C receives the email as a AdminCC user of the queue
>4.-.Watcher B answers the email. Nothing special happens
>5.- Watcher C answers the email, Here is when I want the system to change 
>the owner to C
>
>So I think I need to check if the one who is answering the message is AdminCC
>
>Some thin like
>$self->TransactionObj->CorrespondingActor->Id;
>?
>
>thanks again
>
>
>
>
>
>Gene LeDuc wrote:
>>I could have it wrong, but it is working for me.  Here's how I understand it:
>>
>>When the e-mail comes in, $self->TransactionObj->CreatorObj->Id is the 
>>user id of the e-mail sender (because the sender's e-mail "created" the 
>>transaction).
>>my $CreatorId = $self->TransactionObj->CreatorObj->Id;
>>
>>$val = $self->TicketObj->QueueObj->IsAdminCc($CreatorId) should return 
>>true if the transaction creator (the e-mail sender) is a member of 
>>AdminCc for that queue.
>>
>>So, to set the owner of the ticket to the e-mail sender only if the 
>>sender is in AdminCc:
>>$self->TicketObj->SetOwner($CreatorId) if $val;
>>
>>
>>At 03:35 PM 4/26/2007, you wrote:
>>>Thank you!
>>>But, as I understand, this makes the requestor=creator to be the owner, do
>>>it?
>>>I?d like the first watcher who answers the email to be the owner...
>>>
>>>thanks for answering!!!
>>>
>>> > Try
>>> >
>>> > -----------------------
>>> > my $Ticket = $self->TicketObj;
>>> > my $Transaction = $self->TransactionObj;
>>> > my $CreatorId = $Transaction->CreatorObj->Id;
>>> > my $Queue = $Ticket->QueueObj;
>>> > my $val = $Transaction->Type eq 'Correspond' &&
>>> > $Queue->IsAdminCc($CreatorId);
>>> > $Ticket->SetOwner($CreatorId) if $val;
>>> > return 1;
>>> > ----------------------
>>> >
>>> > At 02:17 PM 4/26/2007, Ramon Loureiro wrote:
>>> >>Hi,
>>> >>I`d like to solve this situation:
>>> >>
>>> >>A Requestor send an email to one queue.
>>> >>Two watchers receive the corresponding email.
>>> >>
>>> >>When one of the watchers answers the email I'd like him to be the owner
>>> >> of
>>> >>the ticket if he is an AdminCC
>>> >>
>>> >>what is the AdminCC id?
>>> >>$self->TicketObj->QueueObj->AdminCc->id  ?????
>>> >>
>>> >>-------------------------------------------------------------
>>> >>my $Value = $self->TicketObj->QueueObj->AdminCc->id ;
>>> >>$self->TicketObj->_Set(Field => 'Owner', Value => $Value);
>>> >>return 1;
>>> >>-------------------------------------------------------------
>>> >>
>>> >>thank you!
>>> >>
>>> >>
>>> >>
>>> >>
>>> >>
>>> >>
>>> >>
>>> >>_______________________________________________
>>> >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>> >>
>>> >>Community help: http://wiki.bestpractical.com
>>> >>Commercial support: sales at bestpractical.com
>>> >>
>>> >>
>>> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> >>Buy a copy at http://rtbook.bestpractical.com
>>> >
>>> >
>>> > --
>>> > Gene LeDuc, GSEC
>>> > Security Analyst
>>> > San Diego State University
>>> >
>>> >
>>


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From MarkRoedel at letu.edu  Fri Apr 27 14:16:03 2007
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Fri, 27 Apr 2007 13:16:03 -0500
Subject: [rt-users] A rave -- RTx::EmailCompletion
Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A40C667BF@rachael-reborn.letnet.net>


I haven't seen this mentioned in here yet, but I stumbled across this
library in CPAN by Nicolas Chuche (Nicolas is also behind another recent
RT add-on, RTx::Calendar, which is worth checking out as well) that adds
AJAX autocompletion to email fields in RT.  The release in CPAN is
version 0.01, but it's already good enough to make my users extremely
happy.


--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University


From ortega at mer.utexas.edu  Fri Apr 27 13:27:49 2007
From: ortega at mer.utexas.edu (Paul Ortega)
Date: Fri, 27 Apr 2007 12:27:49 -0500
Subject: [rt-users] Moving RT from one computer to another?
Message-ID: <46323295.1030908@mer.utexas.edu>


I currently have RT 3.2 running under Ubuntu Hoary.

I would like to export the RT database to a different computer running 
a fresh install of Ubuntu Dapper and RT 3.4.

Is there more to it than a pg_dump and restore of the RT database?
Any particular gotchas I should watch for?


From chaim.rieger at gmail.com  Fri Apr 27 14:58:05 2007
From: chaim.rieger at gmail.com (chaim rieger)
Date: Fri, 27 Apr 2007 11:58:05 -0700
Subject: [rt-users] Moving RT from one computer to another?
In-Reply-To: <46323295.1030908@mer.utexas.edu>
References: <46323295.1030908@mer.utexas.edu>
Message-ID: <463247BD.2020708@gmail.com>

Paul Ortega wrote:
>
> I currently have RT 3.2 running under Ubuntu Hoary.
>
> I would like to export the RT database to a different computer running 
> a fresh install of Ubuntu Dapper and RT 3.4.
>
> Is there more to it than a pg_dump and restore of the RT database?
> Any particular gotchas I should watch for?
your perl and perl modules should match as close as possible for peace 
of mind

-- 
--
Chaim Rieger



From KFCrocker at lbl.gov  Fri Apr 27 15:03:50 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 27 Apr 2007 12:03:50 -0700
Subject: [rt-users] Help with scrip
Message-ID: <46324916.2020307@lbl.gov>

To all,


	I cannot get the following scrip to run:

#
# Check for "Nobody' before continuing - saves spam
#
return 0 unless $self->$TransactionObj->Field eq 'Owner';
return 0 unless $self->$TransactionObj->OldValue ne 'Nobody';
return 1;

	Any ideas?

Kenn
LBNL


From ESchultz at corp.untd.com  Fri Apr 27 15:53:09 2007
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Fri, 27 Apr 2007 12:53:09 -0700
Subject: [rt-users] A rave -- RTx::EmailCompletion
In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A40C667BF@rachael-reborn.letnet.net>
References: <0DD6BC9ABC0D2747AF8589AEA9722A40C667BF@rachael-reborn.letnet.net>
Message-ID: <CC4B7A3A6A28B94DB0B818D920886AA74D2EC5@LAXEVS01.lax.corp.int.untd.com>

> I haven't seen this mentioned in here yet, but I stumbled across this
> library in CPAN by Nicolas Chuche (Nicolas is also behind 
> another recent
> RT add-on, RTx::Calendar, which is worth checking out as 
> well) that adds
> AJAX autocompletion to email fields in RT.  The release in CPAN is
> version 0.01, but it's already good enough to make my users extremely
> happy.

As soon as I saw this, I had to go check it out.  I agree - this thing
is GREAT!  My only complaint is that it doesn't work as well in Firefox
(box size, CSS stuff - which I am going to look at now to see if I can
fix).  Works in my hacked 3.4.x installation.  This will solve so many
problems with people not knowing email addresses, typoes, etc.  Thank
you Nicolas, and Mark for finding it!

Eric Schultz
United Online


From gleduc at mail.sdsu.edu  Fri Apr 27 16:04:27 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 27 Apr 2007 13:04:27 -0700
Subject: [rt-users] Help with scrip
In-Reply-To: <46324916.2020307@lbl.gov>
References: <46324916.2020307@lbl.gov>
Message-ID: <6.2.1.2.2.20070427130148.0296e8d0@mail.sdsu.edu>

Hi Kenn,

You want to be comparing OldValue to $RT->Nobody->Id instead of to 'Nobody' 
like so:
   return 0 unless $self->TransactionObj->OldValue == $RT::Nobody->Id;

Gene

At 12:03 PM 4/27/2007, Kenneth Crocker wrote:
>To all,
>
>
>         I cannot get the following scrip to run:
>
>#
># Check for "Nobody' before continuing - saves spam
>#
>return 0 unless $self->$TransactionObj->Field eq 'Owner';
>return 0 unless $self->$TransactionObj->OldValue ne 'Nobody';
>return 1;
>
>         Any ideas?
>
>Kenn
>LBNL
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
>copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From mustafa.badawi at gmail.com  Fri Apr 27 17:01:06 2007
From: mustafa.badawi at gmail.com (Mustafa Badawi)
Date: Sat, 28 Apr 2007 00:01:06 +0300
Subject: [rt-users] ticket reopen
Message-ID: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>

I have a running installation of RT. I have a problem with reopening
resolved tickets by replying to the email sent when the ticket is resolved.
the ticket is updated with the reply email but the status remains
"resolved". where might the problem be and how can I troubleshoot it?

Thanks
Mustafa Badawi
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From serge at vanginderachter.be  Fri Apr 27 18:03:15 2007
From: serge at vanginderachter.be (Serge van Ginderachter)
Date: Sat, 28 Apr 2007 00:03:15 +0200
Subject: [rt-users] autoreply with attachments
Message-ID: <1177711395.25323.19.camel@localhost>


Hi,

When I reply on a ticket, I sometimes attach a document.

I want the requestors, who receive an update mail about my reply, to
also reveive that attachment.

Can anyone point me to the way to add this functionality to a template?

thx


        Serge

-- 
Serge van Ginderachter          http://www.vanginderachter.be/ 

Il n'y a pas de femmes frigides. Il n'y a que de mauvaises langues. --
Coluche



From gleduc at mail.sdsu.edu  Fri Apr 27 19:09:55 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 27 Apr 2007 16:09:55 -0700
Subject: [rt-users] Warnings in log, help please
Message-ID: <6.2.1.2.2.20070427155457.0296d0b0@mail.sdsu.edu>

Can anyone help me with this warning that is showing up in my rt.log?

[warning]: Use of uninitialized value in pattern match (m//) at 
/opt/local/lib/RT/Interface/Web.pm line 1390. 
(/opt/local/lib/RT/Interface/Web.pm:1390)

The line it refers to is the following "if" statement:
   if ( ( $key =~ /^Ticket-DeleteWatcher-Type-(.*)-Principal-(\d+)$/ )  ) {

The context of this warning is
 From the message screen brought up by clicking the Resolve link on the 
ticket's menu bar, I type a message, select the choose the option to "send 
to requestors", and then click Update Ticket.  It reports that it found 5 
scrips and the the warning message prints 4 times.  I'm not intentionally 
trying to delete any watchers, so I have no idea why it's even doing this.

Whatever is causing this is also causing my scrip condition to fail (I can 
see a status change from 'open' to 'resolved' in the history):
   return ($self->TransactionObj->Type eq 'Status' && 
$self->TransactionObj->NewValue eq 'resolved');


Thanks,
Gene



-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From pape-rt at inf.fu-berlin.de  Sat Apr 28 01:51:08 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Sat, 28 Apr 2007 07:51:08 +0200
Subject: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not
	working for values of Cfs with type "select one value"
In-Reply-To: <4FEA402C-CD7C-4B95-85C3-29440616EAD7@bestpractical.com>
References: <71F266A70F7133EB97F4F484@idefix.mi.fu-berlin.de>
	<BD497B40988244A1BF081CF0@[192.168.1.7]> <45ED4025.80509@desy.de>
	<5ADD4634F0EE92BAD89F6CB9@idefix.mi.fu-berlin.de>
	<4FEA402C-CD7C-4B95-85C3-29440616EAD7@bestpractical.com>
Message-ID: <66549413CE5D37425E4C2E26@[192.168.1.7]>

Hi Jesse,

--Am 7. M?rz 2007 12:33:22 -0500 schrieb Jesse Vincent 
<jesse at bestpractical.com>:

> How's this sound? Send me a patch to add a failing test to the RTFM test
> suite and I'll dig in and fix it? :)

I do it both (after beeing very busy with other things for a long time):

patch is here 
<http://page.mi.fu-berlin.de/~pape/rt3/patches/rtfm/2.2.0RC5/artice_cf_search.patch>

ArticleCollection->LimitCustomField did not Limit correct if FIELD is given 
as an Object or CustomFieldId but only when given as a Name

<http://page.mi.fu-berlin.de/~pape/rt3/patches/rtfm/rtfm_test_cf.pl> is a 
test for that, which I am not able to integrate into the regression test 
suite because of my ignorance. May I left that to any of you?

output of that test before patch:

> root at es:/export/local-1/src/rtmi/RTFM-2.2.0RC5[07:39:22]#
> /export/rt3.6/local/sbin/rtfm_test_cf.pl --suffix=pre-patch CF search by
> Id is not ok (21).
> CF search by Object is not ok (21).
> CF search by Name is ok.

after patch:

> root at es:/export/local-1/src/rtmi/RTFM-2.2.0RC5[07:40:36]#
> /export/rt3.6/local/sbin/rtfm_test_cf.pl --suffix=post-patch CF search by
> Id is ok.
> CF search by Object is ok.
> CF search by Name is ok.

:-)

Dirk.


From pape-rt at inf.fu-berlin.de  Sat Apr 28 02:48:05 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Sat, 28 Apr 2007 08:48:05 +0200
Subject: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not
	working for values of Cfs with type "select one value"
Message-ID: <DE8A8F0B5BA92440A31FDA68@[192.168.1.7]>

Hello Jesse,

--Am 28. April 2007 07:51:08 +0200 schrieb Dirk Pape 
<pape-rt at inf.fu-berlin.de>:

> patch is here
> 
<http://page.mi.fu-berlin.de/~pape/rt3/patches/rtfm/2.2.0RC5/artice_cf_search.patch>

I had to update this patch. If you downloaded it until now, please do again.

You certainly should take a look at it carefully because I am not so 
familiar with Searchbuilder (semantics of "ALIAS" and "LEFTJOIN" in Limit). 
There is also another "LEFTJOIN" in a Limit for enabled CFs some lines 
above, which maybe should spell "ALIAS", I do not know).

Sorry,
Dirk.


From Kenneth.Kamanga at Genesys.com  Sat Apr 28 16:27:16 2007
From: Kenneth.Kamanga at Genesys.com (Kamanga, Kenneth)
Date: Sat, 28 Apr 2007 16:27:16 -0400
Subject: [rt-users] Creating Approvals in winrt 3.4.5
Message-ID: <1665C96C012B604594007D7E40ABF2D3012843F9@naontore002.ad.internal.corp>

Can anyone help  me?  I have been trying to create approvals in secure
scout winrt 3.4.5 without success.  I have followed the examples
provided at

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

I have tried the simple example and even the complex one, no luck.

My setup basically has 3 main queues all with 5 approvers

General queue

Database queue

Web queue

What I need to do is that for every request to these queues RT should
create 5 approval tickets and notify the approvers, pretty much like the
Wiki example.  Unfortunately it does not work for me.   When a new
ticket is created the on create scrip does not seem to run.   Is there
something that I need to do differently for this version of RT?

 

 

Regards,

Kenneth Kamanga
NOC Analyst
Genesys Conferencing



 

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From todd at chaka.net  Sat Apr 28 23:31:27 2007
From: todd at chaka.net (Todd Chapman)
Date: Sat, 28 Apr 2007 23:31:27 -0400
Subject: [rt-users] What's wrong with this Create-Ticket template?
Message-ID: <20070429033127.GD6958@erie.mg2.org>

I have a scrip that creates an approval ticket with the
regular ticket is resolved. The trick is that the AdminCcs
for the approval need to be the groups in the AdminCc for
the ticket's queue.

Here is the method I created in Queue_Local to generate
that part of the template:

sub AdminCcForApprovalTemplate {

    my $self = shift;

    my @members = ();

    my $admin_group = $self->AdminCc;
    my $group_members = $admin_group->MembersObj;
    $group_members->LimitToGroups;

    while ( my $member = $group_members->Next ) {
        push @members, "AdminCc: " . $member->MemberObj->id . "\n";
    }

    return join("", @members);
}


And here is the template:

===Create-Ticket: approval
Subject: Approval for work order
#{$Tickets{'TOP'}->id}:{$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: Approvals 
Type: approval
{ $Tickets{'TOP'}->QueueObj->AdminCcForApprovalTemplate() }
Content: Please review and approve or deny work order
#{$Tickets{'TOP'}->id}
ENDOFCONTENT


I think the ticket isn't processing or something else isn't
working because there are not logs should the scrip running.
If I remove the line with AdminCcForApprovalTemplate in it
then the scrip runs fine, though with no AdminCcs added.

Any ideas?

Thanks!



From theillien at yahoo.com  Sun Apr 29 07:15:13 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sun, 29 Apr 2007 07:15:13 -0400
Subject: [rt-users] Input must match [Mandatory]?
Message-ID: <46347E41.10602@yahoo.com>

How can I alter this to make more sense to my users?  They don't necessarily
know what [Mandatory] means and, quite frankly, I think it could be a bit
clearer myself.  Where in the code do I find it to change it?

Also, if input into a CF is mandatory, wouldn't it make sense to remove the '(no
value)' option from a Select One type CF?

Mathew


From joe.casadonte at oracle.com  Sun Apr 29 14:46:42 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sun, 29 Apr 2007 14:46:42 -0400
Subject: [rt-users] ticket reopen
In-Reply-To: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>
References: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>
Message-ID: <4634E812.7060302@oracle.com>

On 4/27/2007 5:01 PM, Mustafa Badawi wrote:

> I have a running installation of RT. I have a problem with reopening 
> resolved tickets by replying to the email sent when the ticket is 
> resolved. the ticket is updated with the reply email but the status 
> remains "resolved". where might the problem be and how can I 
> troubleshoot it?

I guess that what you are seeing is default behavior, though I though I 
had changed it to do what you see.....

Anyway, you probably want to look here:

    $RT/share/html/Ticket/Update.html

<tr><td align="right"><&|/l&>Status</&>:</td>
<td>
<& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] 
(Unchanged)", loc($TicketObj->Status)), Default => $ARGS{'Status'} || 
($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus)&>

Change the DefaultLabel parameter if your current status is Resolved.


-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From joe.casadonte at oracle.com  Sun Apr 29 13:49:50 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sun, 29 Apr 2007 13:49:50 -0400
Subject: [rt-users] Groups of Self Service Requestors - is this possible?
In-Reply-To: <D87C1436D1DECB4A8FEB646F4FFDCE860519AAB0@EXCHANGE08.shastalink.k12.ca.us>
References: <D87C1436D1DECB4A8FEB646F4FFDCE860519AAB0@EXCHANGE08.shastalink.k12.ca.us>
Message-ID: <4634DABE.6050700@oracle.com>

On 4/25/2007 12:26 PM, James Alspach wrote:

> What I need is to have the ability to select which queues different 
> groups of requestors have access to but, I want them to have the simple 
> self service interface.
> 
> Is this possible?  If not I can probably work around the issue but I 
> wanted to ask before I just gave up.

Check out:

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

It's not exactly what you want, but it may help with the work-around.

-- 
Regards,


joe

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|           Joe Casadonte           |  joe.casadonte at oracle.com     |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
| Oracle Transportation Management  |  1016 West Ninth Avenue       |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
|           610-491-3315            |  King of Prussia, PA  19406   |
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From mustafa.badawi at gmail.com  Sun Apr 29 16:41:47 2007
From: mustafa.badawi at gmail.com (Mustafa Badawi)
Date: Sun, 29 Apr 2007 23:41:47 +0300
Subject: [rt-users] ticket reopen
In-Reply-To: <4634E812.7060302@oracle.com>
References: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>
	<4634E812.7060302@oracle.com>
Message-ID: <6792fb9a0704291341j656a541fl60d0c970897a1aa1@mail.gmail.com>

You are right. this is the default behaviour but it is not working for me. I
need to make it work again. What you suggested did not work. Any other
suggestion?

thanks
Mustafa Badawi

On 4/29/07, Joe Casadonte <joe.casadonte at oracle.com> wrote:
>
> On 4/27/2007 5:01 PM, Mustafa Badawi wrote:
>
> > I have a running installation of RT. I have a problem with reopening
> > resolved tickets by replying to the email sent when the ticket is
> > resolved. the ticket is updated with the reply email but the status
> > remains "resolved". where might the problem be and how can I
> > troubleshoot it?
>
> I guess that what you are seeing is default behavior, though I though I
> had changed it to do what you see.....
>
> Anyway, you probably want to look here:
>
>     $RT/share/html/Ticket/Update.html
>
> <tr><td align="right"><&|/l&>Status</&>:</td>
> <td>
> <& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1]
> (Unchanged)", loc($TicketObj->Status)), Default => $ARGS{'Status'} ||
> ($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus)&>
>
> Change the DefaultLabel parameter if your current status is Resolved.
>
>
> --
> Regards,
>
>
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
>
> ==========                                                  ==========
> == The statements and opinions expressed here are my own and do not ==
> == necessarily represent those of Oracle Corporation.               ==
> ==========                                                  ==========
>
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From joe.casadonte at oracle.com  Sun Apr 29 19:50:09 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sun, 29 Apr 2007 19:50:09 -0400
Subject: [rt-users] ticket reopen
In-Reply-To: <6792fb9a0704291341j656a541fl60d0c970897a1aa1@mail.gmail.com>
References: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>	
	<4634E812.7060302@oracle.com>
	<6792fb9a0704291341j656a541fl60d0c970897a1aa1@mail.gmail.com>
Message-ID: <46352F31.6050606@oracle.com>

On 4/29/2007 4:41 PM, Mustafa Badawi wrote:

> You are right. this is the default behaviour but it is not working for 
> me. I need to make it work again. What you suggested did not work. Any 
> other suggestion?

Can you post the code that you tried?

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From geek+rt at cmu.edu  Sun Apr 29 19:54:40 2007
From: geek+rt at cmu.edu (Brian Gallew)
Date: Sun, 29 Apr 2007 19:54:40 -0400
Subject: [rt-users] Attachment issue on RT 3.6.3
In-Reply-To: <BEAC82E4-4A35-4F66-9ED9-009BA4FF5E5E@bestpractical.com>
References: <21732.212.55.219.98.1177401554.squirrel@mail.oliverklee.com>
	<BEAC82E4-4A35-4F66-9ED9-009BA4FF5E5E@bestpractical.com>
Message-ID: <46353040.50102@cmu.edu>

Jesse Vincent wrote:
>
> On Apr 24, 2007, at 3:59 AM, Mario Rimann wrote:
>
>> Hi!
>>
>> We've freshly set up RT on a Gentoo box and most of it runs very well by
>> now. Most tickets will be opened through incoming emails.
>>
>> This is my current issue: Only text attachments are saved to the 
>> database.
>> All other (tested with JPG) file types that are sent in via mail (inline
>> or as attachment) or attached on the web GUI don't work.

We had the same problem.  In our case, the problem was: MySQL database
created with a default encoding of UTF8.  The solution for us was to
modify the RT code where it opens up the database connection to
immediately issue the appropriate commands to reset the session to
binary mode.



From joe.casadonte at oracle.com  Sun Apr 29 21:09:43 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sun, 29 Apr 2007 21:09:43 -0400
Subject: [rt-users] Collapsed View of Ticket?
In-Reply-To: <1177007167.6920.286.camel@localhost.localdomain>
References: <2EEEB63A86187C4B9E91870B0C66AB8802B41BDC@EXCHANGE1.university.brighton.ac.uk>	<20070419124901.GG19464@it.is.rice.edu>	<2EEEB63A86187C4B9E91870B0C66AB8802B41C4C@EXCHANGE1.university.brighton.ac.uk>
	<1177007167.6920.286.camel@localhost.localdomain>
Message-ID: <463541D7.9040005@oracle.com>

On 4/19/2007 2:26 PM, Ole Craig wrote:

> I've noticed that tickets with many transactions take for-e-ver to load
> (because each transaction is a separate DB query) so the idea would only
> be worthwhile if it could be optimized such that transaction content is
> only queried when the expansion is toggled. 

Perhaps this would help:

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

It hides RT_System messages on the main display, but not the History tab.

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From joe.casadonte at oracle.com  Sun Apr 29 21:37:50 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sun, 29 Apr 2007 21:37:50 -0400
Subject: [rt-users] Reasons for ModifyTicket granting CommentOnTicket?
In-Reply-To: <461A98D0.2040508@bluenoteweb.com>
References: <mailman.0.1176145665.14491.rt-users@lists.bestpractical.com>
	<461A98D0.2040508@bluenoteweb.com>
Message-ID: <4635486E.507@oracle.com>

Catching up on old emails....

On 4/9/2007 3:49 PM, Chris Dunning wrote:

> -Is it necessary for ModifyTicket to implicitly grant reply/comment
> rights, if there are separate rights for ReplyToTicket and
> CommentOnTicket?  

I, too, found this odd behavior.  I suspect this is an artifact of 
evolution, where the CommentOnTicket was added long after comments were, 
and ModifyTicket was given the ability for backwards compatibility 
reasons.  I took it our much as you did, and have had no problems.

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From ramsrigroups at yahoo.com  Mon Apr 30 06:41:46 2007
From: ramsrigroups at yahoo.com (Sridhar Adabala)
Date: Mon, 30 Apr 2007 03:41:46 -0700 (PDT)
Subject: [rt-users] Configuring Fetchmail under Windows
Message-ID: <32856.16027.qm@web63505.mail.re1.yahoo.com>

I configured rt-mailgate.conf as follows:
  
poll mail.ekspertech.com proto pop3:
username giri password xxxx mda 
"c:/Progra~1/OurInternet/Common/perl/bin/perl.exe c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in 
--url http://192.168.1.113:8284/ --queue GENERAL --action correspond"
 
 
When I'm trying to start it gives me a Bad Pool caller error message 
and restarting Windows 2000 server.

0x000000C2 (0x00000007, Ox00000CD4, 0x11111111, 0x891CCC48) 

However if it starts it used to give me the following message:

C:\Program Files\OurInternet\Common\fetchmail>cd "C:\Program 
Files\OurInternet\Common\fetchmail\bin"

C:\Program Files\OurInternet\Common\fetchmail\bin>type 
...\rt-mailgate.conf   | fetchmail.exe -N -d 300 -f -
fetchmail: removing stale lockfile
fetchmail: starting fetchmail 6.2.5 daemon
72 messages for giri at mail.ekspertech.com (6913002 octets).
reading message giri at mail.ekspertech.com:1 of 72 (453 octets) 
fetchmail: MDA returned nonzero status 127 not flushed
reading message giri at mail.ekspertech.com:2 of 72 (32450 octets) 
....fetchmail: SIGPIPE thrown from an MDA or a stream socket error
fetchmail: socket error while delivering to SMTP host 
mail.ekspertech.com
fetchmail: Query status=2 (SOCKET)
fetchmail: sleeping at Wed Apr 25 10:27:34 2007

After reading some threads as they suggested to replace the cygwin1.dll file from the c:\cygwin\bin to fetchmail\bin.

Now it is able to process the emails. but after some time again I'm getting the Bad Pool Caller error message and making my computer to restart. Please if anyone had come across this kind of issue please suggest me.

Thanks in advance.

Regards,
Sridhar.

       
---------------------------------
Ahhh...imagining that irresistible "new car" smell?
 Check outnew cars at Yahoo! Autos.
       
---------------------------------
Ahhh...imagining that irresistible "new car" smell?
 Check outnew cars at Yahoo! Autos.
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From thrall.mail.list at gmail.com  Mon Apr 30 08:22:00 2007
From: thrall.mail.list at gmail.com (Nadeem Shahbaz)
Date: Mon, 30 Apr 2007 17:22:00 +0500
Subject: [rt-users] REST/1.0/NoAuth/mail-gateway,
	Could not load a valid user
In-Reply-To: <c405341b0704260835l9552a12o3aa71a6df4d6a0f1@mail.gmail.com>
References: <c405341b0704260521q1afac8b7p25fd1a3bc33b1ea3@mail.gmail.com>
	<1177591210.46309daa7df52@webmail.usp.br>
	<c405341b0704260835l9552a12o3aa71a6df4d6a0f1@mail.gmail.com>
Message-ID: <c405341b0704300522x23b4378ctb754ed047b9fadd4@mail.gmail.com>

On 4/26/07, Nadeem Shahbaz <thrall.mail.list at gmail.com> wrote:
> On 4/26/07, Fernando Fugita <fugita at usp.br> wrote:
> >
> > You followed this procedures, find in wiki?
> >
> > http://wiki.bestpractical.com/index.cgi?ItsFinallyInstalledNowWhat
>
> Actually I updated RT 3.4.5 to RT 3.6.3. In old RT, everyone didnt
> have right to create ticket and it was working fine. After updating,
> its broken. Also I tried to use rt command line tool to cover up our
> broken application integrated with RT to create ticket. But when I
> invoke a command like
> ./rt create -t ticket set subject='test'
>
> it is asking for a password. I tried with giving root password but it
> is giving error
> rt: Server error: Found (302). But at old RT, 3.4.5, same command is
> working fine with no problem.
>

I really need the solution of this problem. I really appreciate any
help in this regard

Nadeem


From pedro.santa at gmail.com  Mon Apr 30 09:00:10 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Mon, 30 Apr 2007 14:00:10 +0100
Subject: [rt-users] $EmailSubjectTagRegex on 3.4.1?
Message-ID: <566b419c0704300600m5c5a8a6ejb1a3e5c1ab5503c5@mail.gmail.com>

Hi all!

I've renamed my RT instance, and I've looked at
http://wiki.bestpractical.com/index.cgi?RenameInstance

But for version 3.4.1 does not seem to have a $EmailSubjectTagRegex
value. Any suggestions so RT will catch replies with old rtname?

Thanks in advance.

Pedro Machado Santa


From jesse at bestpractical.com  Mon Apr 30 09:11:25 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 30 Apr 2007 09:11:25 -0400
Subject: [rt-users] $EmailSubjectTagRegex on 3.4.1?
In-Reply-To: <566b419c0704300600m5c5a8a6ejb1a3e5c1ab5503c5@mail.gmail.com>
References: <566b419c0704300600m5c5a8a6ejb1a3e5c1ab5503c5@mail.gmail.com>
Message-ID: <A8B6E5A5-B9C6-4D17-9D53-66F3FFE88F95@bestpractical.com>


On Apr 30, 2007, at 9:00 AM, Pedro Santa wrote:

> Hi all!
>
> I've renamed my RT instance, and I've looked at
> http://wiki.bestpractical.com/index.cgi?RenameInstance
>
> But for version 3.4.1 does not seem to have a $EmailSubjectTagRegex
> value. Any suggestions so RT will catch replies with old rtname?

Right. That feature was added later in the 3.4 series. And we've  
fixed a _lot_ of bugs since then. Now might be the right time to  
upgrade.


> Thanks in advance.
>
> Pedro Machado Santa
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From pedro.santa at gmail.com  Mon Apr 30 09:21:43 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Mon, 30 Apr 2007 14:21:43 +0100
Subject: [rt-users] $EmailSubjectTagRegex on 3.4.1?
In-Reply-To: <A8B6E5A5-B9C6-4D17-9D53-66F3FFE88F95@bestpractical.com>
References: <566b419c0704300600m5c5a8a6ejb1a3e5c1ab5503c5@mail.gmail.com>
	<A8B6E5A5-B9C6-4D17-9D53-66F3FFE88F95@bestpractical.com>
Message-ID: <566b419c0704300621v1cb31aa6h617e4f6e1e554b2c@mail.gmail.com>

On 30/04/07, Jesse Vincent <jesse at bestpractical.com> wrote:
> Right. That feature was added later in the 3.4 series. And we've
> fixed a _lot_ of bugs since then. Now might be the right time to
> upgrade.

Hi Jesse. Thx for replying, but I can't upgrade right now. I'm
thinking in someway hacking the Email Parser. I'm still figuring it
out how can I do that. I think that the rtname tag on the subject is
to prevent Loops (right?). I've found a code on Email.pm that might be
it.

Thanks anyway though.

Pedro Machado Santa


From jesse at bestpractical.com  Mon Apr 30 09:27:46 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 30 Apr 2007 09:27:46 -0400
Subject: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working
	for values of Cfs with type "select one value"
In-Reply-To: <66549413CE5D37425E4C2E26@[192.168.1.7]>
References: <71F266A70F7133EB97F4F484@idefix.mi.fu-berlin.de>
	<BD497B40988244A1BF081CF0@[192.168.1.7]> <45ED4025.80509@desy.de>
	<5ADD4634F0EE92BAD89F6CB9@idefix.mi.fu-berlin.de>
	<4FEA402C-CD7C-4B95-85C3-29440616EAD7@bestpractical.com>
	<66549413CE5D37425E4C2E26@[192.168.1.7]>
Message-ID: <80122530-29F3-42FA-A553-413632B3B24C@bestpractical.com>

Dirk,

Alas, your test file isn't downloadable :/ Want to rename it  
from .pl, which is, I suspect, the issue.


On Apr 28, 2007, at 1:51 AM, Dirk Pape wrote:

> Hi Jesse,
>
> --Am 7. M?rz 2007 12:33:22 -0500 schrieb Jesse Vincent  
> <jesse at bestpractical.com>:
>
>> How's this sound? Send me a patch to add a failing test to the  
>> RTFM test
>> suite and I'll dig in and fix it? :)
>
> I do it both (after beeing very busy with other things for a long  
> time):
>
> patch is here <http://page.mi.fu-berlin.de/~pape/rt3/patches/rtfm/ 
> 2.2.0RC5/artice_cf_search.patch>
>
> ArticleCollection->LimitCustomField did not Limit correct if FIELD  
> is given as an Object or CustomFieldId but only when given as a Name
>
> <http://page.mi.fu-berlin.de/~pape/rt3/patches/rtfm/ 
> rtfm_test_cf.pl> is a test for that, which I am not able to  
> integrate into the regression test suite because of my ignorance.  
> May I left that to any of you?
>
> output of that test before patch:
>
>> root at es:/export/local-1/src/rtmi/RTFM-2.2.0RC5[07:39:22]#
>> /export/rt3.6/local/sbin/rtfm_test_cf.pl --suffix=pre-patch CF  
>> search by
>> Id is not ok (21).
>> CF search by Object is not ok (21).
>> CF search by Name is ok.
>
> after patch:
>
>> root at es:/export/local-1/src/rtmi/RTFM-2.2.0RC5[07:40:36]#
>> /export/rt3.6/local/sbin/rtfm_test_cf.pl --suffix=post-patch CF  
>> search by
>> Id is ok.
>> CF search by Object is ok.
>> CF search by Name is ok.
>
> :-)
>
> Dirk.
>

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From sturner at MIT.EDU  Mon Apr 30 09:24:25 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 30 Apr 2007 09:24:25 -0400
Subject: [rt-users] ticket reopen
In-Reply-To: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.co
 m>
References: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>
Message-ID: <6.2.3.4.2.20070430092342.03db8000@po14.mit.edu>

At Friday 4/27/2007 05:01 PM, Mustafa Badawi wrote:
>I have a running installation of RT. I have a problem with reopening 
>resolved tickets by replying to the email sent when the ticket is 
>resolved. the ticket is updated with the reply email but the status 
>remains "resolved". where might the problem be and how can I troubleshoot it?
>
>Thanks
>Mustafa Badawi

Mustafa,

I think the behavior you want is controlled by a global scrip:

On Correspond Open Tickets with template Blank

Can you check to see if you have that global scrip defined?

Steve 



From jesse at bestpractical.com  Mon Apr 30 09:39:04 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 30 Apr 2007 09:39:04 -0400
Subject: [rt-users] Group Rights on System Groups & Role Groups
In-Reply-To: <6.2.3.4.2.20070424115255.038d1e20@po14.mit.edu>
References: <6.2.3.4.2.20070424115255.038d1e20@po14.mit.edu>
Message-ID: <A158ADA3-4DBE-4B8A-B7C6-F0EC5E2761C7@bestpractical.com>


On Apr 24, 2007, at 12:01 PM, Stephen Turner wrote:

> Hello all,
>
> Something came up recently that I'm surprise I haven't noticed before.
>
> In our RT system, we distribute queue administration to the  
> business owners of the queues, and a queue admin recently reported  
> that on the Group Rights screen for his queue, he could not see any  
> groups listed under System Groups or Roles.
>
> What this means is that he can't see the full picture of group  
> access to his queue - for example he can't see that Everyone has  
> CreateTicket in his queue.
>
> Digging into the code shows me that the SeeGroup privilege controls  
> what groups you see on the GroupRights page, and apparently nobody  
> (except super users) have this privilege on the system groups or  
> role groups. I presume this is the RT default, as we haven't  
> fiddled with this.
>
> So next I hunted for a config screen that would allow me to set  
> access on these special groups, but I couldn't find one. I can hack  
> the group-rights-on-a-group URL with the special group's IDs, but  
> that doesn't feel quite kosher. I started wondering why this  
> function was hidden, and if I'm causing problems for myself if I  
> give SeeGroup on the Everyone, Privileged, AdminCc etc groups to  
> all my privileged RT users.
>
> Any thoughts or advice? Anyone encountered this before?

Yikes/Oops. I don't have a great answer for you. I suspect that these  
groups should be hardwired to be viewable by privileged users.




> Thanks,
> Steve
>
>
> Stephen Turner
> Senior Programmer/Analyst - Client Support Services
> MIT Information Services and Technology (IS&T)
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From lwilson at chpdc.com  Mon Apr 30 10:03:32 2007
From: lwilson at chpdc.com (Lance Wilson)
Date: Mon, 30 Apr 2007 08:03:32 -0600
Subject: [rt-users] ticket reopen
In-Reply-To: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>
References: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>
Message-ID: <002a01c78b30$567aadc0$6d2c2d0a@ahs.dp>

    I have the same issue in that when users reply to a "resolved" issue it
will add it to the ticket but I also want it to re-open the ticket.  I
realize that this is probably not the usual functionality but we will many
times resolve a ticket and the user has followup questions which we never
know about because it has now fallen off our radar.  I also realize that
things like "Thank You", etc. will drive us nuts.  But that is ok in our
situation.
 
I know it is a Scrip that would do this but I just don't know enough about
RT yet to create it from scratch.
 
Lance Wilson
 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mustafa
Badawi
Sent: Friday, April 27, 2007 3:01 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] ticket reopen


I have a running installation of RT. I have a problem with reopening
resolved tickets by replying to the email sent when the ticket is resolved.
the ticket is updated with the reply email but the status remains
"resolved". where might the problem be and how can I troubleshoot it?

Thanks 
Mustafa Badawi

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From jan.grant at bristol.ac.uk  Mon Apr 30 10:04:20 2007
From: jan.grant at bristol.ac.uk (Jan Grant)
Date: Mon, 30 Apr 2007 15:04:20 +0100 (BST)
Subject: [rt-users] rt cli/REST interface - roadmap?
Message-ID: <20070430144904.J1402@tribble.ilrt.bris.ac.uk>

I note that there was some mention of cleaning up the REST interface as 
a potential SoC project.

I've been somewhat stymied here by the REST interface - in particular, 
it's not clear how (or if it's even possible to) do the following -

	rt list -t user ...
	- determine user's group membership
	- determine/set privileged status
	- list group members

Given that the REST interface appears to lean heavily on the 
SearchBuilder-provided functionality, it doesn't look like it might be 
overly onerous to tackle this. Currently the paucity of the REST / rt 
command-line tool is a bit of a showstopper here, so I'm prepared to 
devote some time to this, but obviously I don't want to do that if the 
work's already happening or likely to happen soon.

So, quick plea for info: what's the status of this work? Is there a 
pre-existing design/plan for the missing bits of the REST interface? (I 
can't see this on the wiki). Is anyone currently doing this or soon to 
do it?

Thanks in advance,
jan

-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
Ceci n'est pas une pipe |


From konstantinn at parallels.com  Mon Apr 30 10:23:01 2007
From: konstantinn at parallels.com (Konstantin Naryzhniy)
Date: Mon, 30 Apr 2007 18:23:01 +0400
Subject: [rt-users] SetOwner chemistry
In-Reply-To: <A158ADA3-4DBE-4B8A-B7C6-F0EC5E2761C7@bestpractical.com>
Message-ID: <PARALLELOeIiGXix4A200001120@mx3.parallels.com>

Hello!

RT 3.6.1

Could anyone predict the results of setting ticket's owner manually through
simple SQL query: 

update Tickets set Owner = 123456 where id = 654321;  ?

I know that there are several tables updated in SetOwner method and I am
interested what consequences such  "brutal" workaround may cause.
So far I've tested this query and it looks fine for ticket updating and
resolving.

If using this query multiple time eventually can trigger RT failure I
wouldn't want to use it.

Also, I would appreciate it very much if you could provide me with the list
of tables updated during SetOwner.

The reason I don't favor using SetOwner is that I do not know how to=) I'm
trying to write a custom auto ticket assingment perl-module that should be
put in crontab and I've just no idea how to utilize RT lib in there.
Seriosly, I'm no programmer))

Any help and advice appreciated,

Sincerely,
Stan



From pedro.santa at gmail.com  Mon Apr 30 10:38:35 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Mon, 30 Apr 2007 15:38:35 +0100
Subject: [rt-users] $EmailSubjectTagRegex on 3.4.1?
In-Reply-To: <566b419c0704300621v1cb31aa6h617e4f6e1e554b2c@mail.gmail.com>
References: <566b419c0704300600m5c5a8a6ejb1a3e5c1ab5503c5@mail.gmail.com>
	<A8B6E5A5-B9C6-4D17-9D53-66F3FFE88F95@bestpractical.com>
	<566b419c0704300621v1cb31aa6h617e4f6e1e554b2c@mail.gmail.com>
Message-ID: <566b419c0704300738m623ff39fg98d601e1585f320c@mail.gmail.com>

Hi all!

I've found this old email stating a solution from my problem:
http://lists.fsck.com/pipermail/rt-users/2004-October/026238.html

Applying this patch to EmailParser.pm and Email.pm older versions of
RT are capable of recognizing old names of rtname.

You have to apply a little code on the procedure ParseTicketId of both
files, restart Web Server, "et voil?!"

Here's the patch:
*** ./lib/RT/EmailParser.pm~    2004-06-15 02:08:15.000000000 +0200
--- ./lib/RT/EmailParser.pm     2004-08-23 18:58:47.000000000 +0200
***************
*** 332,337 ****
--- 332,342 ----
           $RT::Logger->debug("Found a ticket ID. It's $id");
           return ($id);
       }
+     elsif ($Subject =~ s/\[OldName \#(\d+)\]//i) {
+       my $id = $1;
+       $RT::Logger->debug("Found an old (OldName) ticket ID. It's $id");
+       return ($id);
+     }
       else {
           return (undef);
       }

I hope that this will help. Later this afternoon (GMT+0) I will
document this on the wiki.

The best regards.

Pedro Machado Santa


From jesse at bestpractical.com  Mon Apr 30 10:41:57 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 30 Apr 2007 10:41:57 -0400
Subject: [rt-users] SetOwner chemistry
In-Reply-To: <PARALLELOeIiGXix4A200001120@mx3.parallels.com>
References: <PARALLELOeIiGXix4A200001120@mx3.parallels.com>
Message-ID: <9FDF21A5-3C74-498C-A9EF-81378E82FC15@bestpractical.com>


On Apr 30, 2007, at 10:23 AM, Konstantin Naryzhniy wrote:

> Hello!
>
> RT 3.6.1
>
> Could anyone predict the results of setting ticket's owner manually  
> through
> simple SQL query:
>
> update Tickets set Owner = 123456 where id = 654321;  ?
>
> I know that there are several tables updated in SetOwner method and  
> I am
> interested what consequences such  "brutal" workaround may cause.
> So far I've tested this query and it looks fine for ticket updating  
> and
> resolving.
>
> If using this query multiple time eventually can trigger RT failure I
> wouldn't want to use it.

Using it even once will hurt you, alas.

> Also, I would appreciate it very much if you could provide me with  
> the list
> of tables updated during SetOwner.
>
> The reason I don't favor using SetOwner is that I do not know how  
> to=) I'm
> trying to write a custom auto ticket assingment perl-module that  
> should be
> put in crontab and I've just no idea how to utilize RT lib in there.


There should be some samples on the wiki to help you out, but this  
(untested) code may do what you mean:


#!/usr/bin/perl
use warnings;
use strict;
use lib '/opt/rt3/lib';
use RT;
RT::LoadConfig;
RT::Init;
use RT::Ticket;
use RT::User;

my $user = RT::User->new($RT::SystemUser);
$user->LoadByCols(Name => 'root');
my $ticket = RT::Ticket->new($RT::SystemUser);
$ticket->Load(1234);
my ($val,$msg) = $ticket->SetOwner($user->id);

print $msg;





> Seriosly, I'm no programmer))
>
> Any help and advice appreciated,
>
> Sincerely,
> Stan
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From dtikhonov at vonage.com  Mon Apr 30 10:43:49 2007
From: dtikhonov at vonage.com (Dmitri Tikhonov)
Date: Mon, 30 Apr 2007 10:43:49 -0400
Subject: [rt-users] rt cli/REST interface - roadmap?
In-Reply-To: <20070430144904.J1402@tribble.ilrt.bris.ac.uk>
References: <20070430144904.J1402@tribble.ilrt.bris.ac.uk>
Message-ID: <463600A5.30804@vonage.com>

Hi Jan,

I maintain RT::Client::REST library[1] which I wrote about a year ago. 
It is based on the rt command-line tool but provides OO classes for easy 
integration into other tools.  If you (or someone) starts to 
improve/change/enlarge the server side code, please keep me in the loop 
so that I can keep the library updated.

Thank you,

   - Dmitri.

1. http://search.cpan.org/~dmitri/RT-Client-REST/

Jan Grant wrote:
> I note that there was some mention of cleaning up the REST interface as
> a potential SoC project.
> 
> I've been somewhat stymied here by the REST interface - in particular,
> it's not clear how (or if it's even possible to) do the following -
> 
>         rt list -t user ...
>         - determine user's group membership
>         - determine/set privileged status
>         - list group members
> 
> Given that the REST interface appears to lean heavily on the
> SearchBuilder-provided functionality, it doesn't look like it might be
> overly onerous to tackle this. Currently the paucity of the REST / rt
> command-line tool is a bit of a showstopper here, so I'm prepared to
> devote some time to this, but obviously I don't want to do that if the
> work's already happening or likely to happen soon.
> 
> So, quick plea for info: what's the status of this work? Is there a
> pre-existing design/plan for the missing bits of the REST interface? (I
> can't see this on the wiki). Is anyone currently doing this or soon to
> do it?
> 
> Thanks in advance,
> jan
> 
> --
> jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
> Tel +44 (0)117 3317661   http://ioctl.org/jan/
> Ceci n'est pas une pipe |
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 konstantinn at parallels.com  Mon Apr 30 10:49:10 2007
From: konstantinn at parallels.com (Konstantin Naryzhniy)
Date: Mon, 30 Apr 2007 18:49:10 +0400
Subject: [rt-users] SetOwner chemistry
In-Reply-To: <9FDF21A5-3C74-498C-A9EF-81378E82FC15@bestpractical.com>
Message-ID: <PARALLELNXRPmcarcR40000112e@mx3.parallels.com>

Jesse!

Thank you very much, sir! It's all clear now.

Sorry if my question sounded like I haven't searched the wiki and the lists
before asking=)


Stan

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Monday, April 30, 2007 6:42 PM
To: Konstantin Naryzhniy
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] SetOwner chemistry


On Apr 30, 2007, at 10:23 AM, Konstantin Naryzhniy wrote:

> Hello!
>
> RT 3.6.1
>
> Could anyone predict the results of setting ticket's owner manually  
> through
> simple SQL query:
>
> update Tickets set Owner = 123456 where id = 654321;  ?
>
> I know that there are several tables updated in SetOwner method and  
> I am
> interested what consequences such  "brutal" workaround may cause.
> So far I've tested this query and it looks fine for ticket updating  
> and
> resolving.
>
> If using this query multiple time eventually can trigger RT failure I
> wouldn't want to use it.

Using it even once will hurt you, alas.

> Also, I would appreciate it very much if you could provide me with  
> the list
> of tables updated during SetOwner.
>
> The reason I don't favor using SetOwner is that I do not know how  
> to=) I'm
> trying to write a custom auto ticket assingment perl-module that  
> should be
> put in crontab and I've just no idea how to utilize RT lib in there.


There should be some samples on the wiki to help you out, but this  
(untested) code may do what you mean:


#!/usr/bin/perl
use warnings;
use strict;
use lib '/opt/rt3/lib';
use RT;
RT::LoadConfig;
RT::Init;
use RT::Ticket;
use RT::User;

my $user = RT::User->new($RT::SystemUser);
$user->LoadByCols(Name => 'root');
my $ticket = RT::Ticket->new($RT::SystemUser);
$ticket->Load(1234);
my ($val,$msg) = $ticket->SetOwner($user->id);

print $msg;





> Seriosly, I'm no programmer))
>
> Any help and advice appreciated,
>
> Sincerely,
> Stan
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 Apr 30 11:24:17 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 30 Apr 2007 11:24:17 -0400
Subject: [rt-users] SetOwner chemistry
In-Reply-To: <PARALLELNXRPmcarcR40000112e@mx3.parallels.com>
References: <PARALLELNXRPmcarcR40000112e@mx3.parallels.com>
Message-ID: <8291A32A-1C69-4EB2-8165-3430A78424F7@bestpractical.com>


On Apr 30, 2007, at 10:49 AM, Konstantin Naryzhniy wrote:

> Jesse!
>
> Thank you very much, sir! It's all clear now.
>
> Sorry if my question sounded like I haven't searched the wiki and  
> the lists
> before asking=)
>

It's good to get it into the archives every now and then ;)
Also, Parallels makes my development life better.

Best,
Jesse

>
> Stan
>
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Monday, April 30, 2007 6:42 PM
> To: Konstantin Naryzhniy
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] SetOwner chemistry
>
>
> On Apr 30, 2007, at 10:23 AM, Konstantin Naryzhniy wrote:
>
>> Hello!
>>
>> RT 3.6.1
>>
>> Could anyone predict the results of setting ticket's owner manually
>> through
>> simple SQL query:
>>
>> update Tickets set Owner = 123456 where id = 654321;  ?
>>
>> I know that there are several tables updated in SetOwner method and
>> I am
>> interested what consequences such  "brutal" workaround may cause.
>> So far I've tested this query and it looks fine for ticket updating
>> and
>> resolving.
>>
>> If using this query multiple time eventually can trigger RT failure I
>> wouldn't want to use it.
>
> Using it even once will hurt you, alas.
>
>> Also, I would appreciate it very much if you could provide me with
>> the list
>> of tables updated during SetOwner.
>>
>> The reason I don't favor using SetOwner is that I do not know how
>> to=) I'm
>> trying to write a custom auto ticket assingment perl-module that
>> should be
>> put in crontab and I've just no idea how to utilize RT lib in there.
>
>
> There should be some samples on the wiki to help you out, but this
> (untested) code may do what you mean:
>
>
> #!/usr/bin/perl
> use warnings;
> use strict;
> use lib '/opt/rt3/lib';
> use RT;
> RT::LoadConfig;
> RT::Init;
> use RT::Ticket;
> use RT::User;
>
> my $user = RT::User->new($RT::SystemUser);
> $user->LoadByCols(Name => 'root');
> my $ticket = RT::Ticket->new($RT::SystemUser);
> $ticket->Load(1234);
> my ($val,$msg) = $ticket->SetOwner($user->id);
>
> print $msg;
>
>
>
>
>
>> Seriosly, I'm no programmer))
>>
>> Any help and advice appreciated,
>>
>> Sincerely,
>> Stan
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>

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From sf at stevefink.net  Mon Apr 30 11:35:34 2007
From: sf at stevefink.net (Steve Finkelstein)
Date: Mon, 30 Apr 2007 11:35:34 -0400
Subject: [rt-users] Double notifications on reply
In-Reply-To: <A8B6E5A5-B9C6-4D17-9D53-66F3FFE88F95@bestpractical.com>
References: <566b419c0704300600m5c5a8a6ejb1a3e5c1ab5503c5@mail.gmail.com>
	<A8B6E5A5-B9C6-4D17-9D53-66F3FFE88F95@bestpractical.com>
Message-ID: <46360CC6.9070207@stevefink.net>

Hi folks,

It seems receiving double notifications on replies is common place in RT
3.6.1. Logs do not display any aberrant behavior, so I'm in need of
direction or where to further troubleshoot. Perhaps it has to do with
permissions of watchers, but if anyone has experienced in the same
symptoms in the past, I'd appreciate your insight.

Thanks,

- sf




From ESchultz at corp.untd.com  Mon Apr 30 11:35:33 2007
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Mon, 30 Apr 2007 08:35:33 -0700
Subject: [rt-users] Input must match [Mandatory]?
In-Reply-To: <46347E41.10602@yahoo.com>
References: <46347E41.10602@yahoo.com>
Message-ID: <CC4B7A3A6A28B94DB0B818D920886AA75C9F06@LAXEVS01.lax.corp.int.untd.com>

> How can I alter this to make more sense to my users?  They 
> don't necessarily
> know what [Mandatory] means and, quite frankly, I think it 
> could be a bit
> clearer myself.  Where in the code do I find it to change it?

For this, I modified lib/RT/Interface/Web.pm so that it would set the
failure result manually before attempting to call the
AddCustomFieldValue code:

*** 1218,1223 ****
--- 1218,1228 ----
                    elsif ( $arg =~ /-Values$/ and
!$CustomFieldObj->Repeated) {
                        my $cf_values = $Object->CustomFieldValues($cf);

+                       if (!@values and $CustomFieldObj->IsMandatory) {
+                           push( @results, $CustomFieldObj->Name . ":
you must have at least one value" );
+                           next;
+                       }
+
                        my %values_hash;
                        my @addcfresults = ();

For that one, I can't provide a clean unified diff, since this is my
hacked 3.4.1 code.  That should get you close enough to where you need
to be, however.
 
> Also, if input into a CF is mandatory, wouldn't it make sense 
> to remove the '(no value)' option from a Select One type CF?

I noticed this, too, and fixed it in
share/html/Elements/EditCustomFieldSelect, just by adding a simple if
statement around that part of the code:

@@ -57,7 +57,9 @@
 % }
             ><% $value->Name%></option>
 % }
+% if (!$CustomField->IsMandatory) {
         <option value="" <% !$selected && 'SELECTED' %>><&|/l&>(no
value)</&></option>
+% }
       </select>
 <%ARGS>
 $Object => undef



Eric Schultz
United Online


From thrall.mail.list at gmail.com  Mon Apr 30 11:39:38 2007
From: thrall.mail.list at gmail.com (Nadeem Shahbaz)
Date: Mon, 30 Apr 2007 20:39:38 +0500
Subject: [rt-users] Double notifications on reply
In-Reply-To: <46360CC6.9070207@stevefink.net>
References: <566b419c0704300600m5c5a8a6ejb1a3e5c1ab5503c5@mail.gmail.com>
	<A8B6E5A5-B9C6-4D17-9D53-66F3FFE88F95@bestpractical.com>
	<46360CC6.9070207@stevefink.net>
Message-ID: <c405341b0704300839s184fb1c1vb1cc684bdc8a2338@mail.gmail.com>

On 4/30/07, Steve Finkelstein <sf at stevefink.net> wrote:
> Hi folks,
>
> It seems receiving double notifications on replies is common place in RT
> 3.6.1. Logs do not display any aberrant behavior, so I'm in need of
> direction or where to further troubleshoot. Perhaps it has to do with
> permissions of watchers, but if anyone has experienced in the same
> symptoms in the past, I'd appreciate your insight.
>
> Thanks,
>

The same thing happen with us; if requester is adminCc of queue.

Nadeem


From sf at stevefink.net  Mon Apr 30 11:55:00 2007
From: sf at stevefink.net (Steve Finkelstein)
Date: Mon, 30 Apr 2007 11:55:00 -0400
Subject: [rt-users] Double notifications on reply
In-Reply-To: <c405341b0704300839s184fb1c1vb1cc684bdc8a2338@mail.gmail.com>
References: <566b419c0704300600m5c5a8a6ejb1a3e5c1ab5503c5@mail.gmail.com>	
	<A8B6E5A5-B9C6-4D17-9D53-66F3FFE88F95@bestpractical.com>	
	<46360CC6.9070207@stevefink.net>
	<c405341b0704300839s184fb1c1vb1cc684bdc8a2338@mail.gmail.com>
Message-ID: <46361154.2050103@stevefink.net>

Just to confirm, I have a group for this particular queue that the
requester is indeed a member of in adminCc. So it seems our issue roots
from similar behavior.

- sf

Nadeem Shahbaz wrote:
> On 4/30/07, Steve Finkelstein <sf at stevefink.net> wrote:
>> Hi folks,
>>
>> It seems receiving double notifications on replies is common place in RT
>> 3.6.1. Logs do not display any aberrant behavior, so I'm in need of
>> direction or where to further troubleshoot. Perhaps it has to do with
>> permissions of watchers, but if anyone has experienced in the same
>> symptoms in the past, I'd appreciate your insight.
>>
>> Thanks,
>>
> 
> The same thing happen with us; if requester is adminCc of queue.
> 
> Nadeem
> 
> !DSPAM:1020,46360dc9227907253314415!
> 


From thrall.mail.list at gmail.com  Mon Apr 30 11:58:54 2007
From: thrall.mail.list at gmail.com (Nadeem Shahbaz)
Date: Mon, 30 Apr 2007 20:58:54 +0500
Subject: [rt-users] Double notifications on reply
In-Reply-To: <46361154.2050103@stevefink.net>
References: <566b419c0704300600m5c5a8a6ejb1a3e5c1ab5503c5@mail.gmail.com>
	<A8B6E5A5-B9C6-4D17-9D53-66F3FFE88F95@bestpractical.com>
	<46360CC6.9070207@stevefink.net>
	<c405341b0704300839s184fb1c1vb1cc684bdc8a2338@mail.gmail.com>
	<46361154.2050103@stevefink.net>
Message-ID: <c405341b0704300858n6094aeddy94307d0341971184@mail.gmail.com>

On 4/30/07, Steve Finkelstein <sf at stevefink.net> wrote:
> Just to confirm, I have a group for this particular queue that the
> requester is indeed a member of in adminCc. So it seems our issue roots
> from similar behavior.
>

yeah and I have seen a scrip somewhere that not to send double
notification if requester is AdminCc. But for us, it happens really
rare so not bothering to take action regarding it :-)

Nadeem


From gleduc at mail.sdsu.edu  Mon Apr 30 12:04:10 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 30 Apr 2007 09:04:10 -0700
Subject: [rt-users] Collapsed View of Ticket?
In-Reply-To: <463541D7.9040005@oracle.com>
References: <2EEEB63A86187C4B9E91870B0C66AB8802B41BDC@EXCHANGE1.university.brighton.ac.uk>
	<20070419124901.GG19464@it.is.rice.edu>
	<2EEEB63A86187C4B9E91870B0C66AB8802B41C4C@EXCHANGE1.university.brighton.ac.uk>
	<1177007167.6920.286.camel@localhost.localdomain>
	<463541D7.9040005@oracle.com>
Message-ID: <6.2.1.2.2.20070430085353.02d79988@mail.sdsu.edu>

Joe, I'm looking over your wiki link below and have a question.  I don't 
know a thing about the way rt overlays local files at runtime, so be patient.

Step 1 creates local/html/Ticket and step 3 copies the original 
Display.html file into it from share/html/Ticket.

In step 4 we make changes to Display.html in the "share" tree but leave the 
one we copied into "local" tree.  I would have thought that a file in the 
"local" tree takes precedence over one in the "share" tree and so we would 
leave the original alone and modify the "local" version.  Is my assumption 
about how this works backwards or should step 4 have us modifying the 
"local" version instead of the "shared" version?

Thanks,
Gene

At 06:09 PM 4/29/2007, Joe Casadonte wrote:
>On 4/19/2007 2:26 PM, Ole Craig wrote:
>
>>I've noticed that tickets with many transactions take for-e-ver to load
>>(because each transaction is a separate DB query) so the idea would only
>>be worthwhile if it could be optimized such that transaction content is
>>only queried when the expansion is toggled.
>
>Perhaps this would help:
>
>    http://wiki.bestpractical.com/index.cgi?HideSystemTransactionsSometimes
>
>It hides RT_System messages on the main display, but not the History tab.
>
>--
>Regards,
>
>
>joe
>Joe Casadonte
>joe.casadonte at oracle.com
>
>==========                                                  ==========
>== The statements and opinions expressed here are my own and do not ==
>== necessarily represent those of Oracle Corporation.               ==
>==========                                                  ==========
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
>copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 



From ronn at emm.org  Mon Apr 30 11:54:26 2007
From: ronn at emm.org (Ronald Nissley)
Date: Mon, 30 Apr 2007 11:54:26 -0400
Subject: [rt-users] ticket reopen
In-Reply-To: <002a01c78b30$567aadc0$6d2c2d0a@ahs.dp>
References: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>
	<002a01c78b30$567aadc0$6d2c2d0a@ahs.dp>
Message-ID: <FBA9F087D7D7F74FBC5E71416F5B59A802E629E1@mail1.EMM.ORG>

> I have the same issue in that when users reply to a 
> "resolved" issue it will add it to the ticket but I also want 
> it to re-open the ticket.  I realize that this is probably 
> not the usual functionality but we will many times resolve a 
> ticket and the user has followup questions which we never 
> know about because it has now fallen off our radar.  I also 
> realize that things like "Thank You", etc. will drive us 
> nuts.  But that is ok in our situation.
>  
> I know it is a Scrip that would do this but I just don't know 
> enough about RT yet to create it from scratch.
>  
> Lance Wilson

Default RT behavior is to re-open a ticket upon reply. 

To avoid pointlessly re-opening tickets, you could politely ask (with an
explanation) your users to not reply to resolve notices with thank you
notes.

The OnResolveOnce scrip contributed by Russell Mosemann (see
http://wiki.bestpractical.com/index.cgi?OnResolveOnce) also works well
for us. It notifies the requestor only the first time a ticket is
resolved. Tickets are still re-opened on reply/comment, but it prevents
something like:

Tech            resolves ticket, requestor notifed
Requestor    sends thank you reply, and re-opens ticket
Tech            resolves ticket, requestor notified
Requestor    sends reply, wasn't this already resolved...
Tech            resolves ticket, requestor notified
...

Instead you may have:

Tech            resolves ticket, requestor notifed
Requestor    sends thank you reply, and re-opens ticket
Tech            resolves ticket, requestor _not_ notified

HTH,

Ronald Nissley


From wtriest at chemistry.ohio-state.edu  Mon Apr 30 12:16:28 2007
From: wtriest at chemistry.ohio-state.edu (William (Bill) Triest)
Date: Mon, 30 Apr 2007 12:16:28 -0400
Subject: [rt-users] Adding Delete Button
Message-ID: <4636165C.3010909@chemistry.ohio-state.edu>

Basically a lot of spam gets through our spam filtering and ends up in 
rt.  We hacked an older version of rt to have a delete button to the 
right of the take button under RT at a glance so we could easily delete 
spam.  I've been trying to find "the right way" to do add it back to our 
current version (3.6.3).

If you go to Customize "N" newest unowned tickets, you can add new 
Columns.  For the link option you have Display or Take.  I think I just 
need to add a delete option, and then add a Column (similar to the 
loc(Take) that's currently in there).  Is this correct?  If so, for the 
life of me I can't find what I need to edit it, and would appreciate 
some one pointing me in the right direction.

--Bill Triest
Systems Specialist
Department of Chemistry
The Ohio State University


From mike at bseder.org  Mon Apr 30 12:40:16 2007
From: mike at bseder.org (mike)
Date: Mon, 30 Apr 2007 09:40:16 -0700
Subject: [rt-users] InnoDB Ticket IDs incrementing by 10?
Message-ID: <19afd35b0704300940r450236c4kdeaca938a9bbc68c@mail.gmail.com>

Hello,

Since upgrading to RT 3.6.3, I've noticed that all of our tickets are
incrementing their ticket numbers/IDs by n+10 -

>From show table status:

| Tickets  | InnoDB |10 | Compact  |  14823 | 248 | 3686400 |   0 |  1146880
| 0 | 24632 | 2007-04-30 09:35:08 | NULL | NULL | latin1_swedish_ci | NULL
|


And the table itself (sorry for the mangling....):

mysql> describe Tickets;
+-----------------+--------------+------+-----+--------------+----------------+
| Field           | Type         | Null | Key | Default      |
Extra          |
+-----------------+--------------+------+-----+--------------+----------------+
| id              | int(11)      | NO   | PRI | NULL         |
auto_increment |
| EffectiveId     | int(11)      | NO   | MUL | 0
|                |
| Queue           | int(11)      | NO   | MUL | 0
|                |
| Type            | varchar(16)  | YES  |     | NULL
|                |
| IssueStatement  | int(11)      | NO   |     | 0
|                |
| Resolution      | int(11)      | NO   |     | 0
|                |
| Owner           | int(11)      | NO   | MUL | 0
|                |
| Subject         | varchar(200) | YES  |     | [no subject]
|                |
| InitialPriority | int(11)      | NO   |     | 0
|                |
| FinalPriority   | int(11)      | NO   |     | 0
|                |
| Priority        | int(11)      | NO   |     | 0
|                |
| TimeEstimated   | int(11)      | NO   |     | 0
|                |
| TimeWorked      | int(11)      | NO   |     | 0
|                |
| Status          | varchar(10)  | YES  |     | NULL
|                |
| TimeLeft        | int(11)      | NO   |     | 0
|                |
| Told            | datetime     | YES  |     | NULL
|                |
| Starts          | datetime     | YES  |     | NULL
|                |
| Started         | datetime     | YES  |     | NULL
|                |
| Due             | datetime     | YES  |     | NULL
|                |
| Resolved        | datetime     | YES  |     | NULL
|                |
| LastUpdatedBy   | int(11)      | NO   |     | 0
|                |
| LastUpdated     | datetime     | YES  |     | NULL
|                |
| Creator         | int(11)      | NO   |     | 0
|                |
| Created         | datetime     | YES  |     | NULL
|                |
| Disabled        | smallint(6)  | NO   |     | 0
|                |
+-----------------+--------------+------+-----+--------------+----------------+

Have I missed something simple?  The version of RT I upgraded from also used
InnoDB tables, so it doesn't seem to me to be an issue with auto_increment
strangeness with InnoDB tables (which I've read a little about).  Any clues?

Thanks!
Mike


--
One way or another, everyone stops bleeding.
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From ktm at rice.edu  Mon Apr 30 13:01:11 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Mon, 30 Apr 2007 12:01:11 -0500
Subject: [rt-users] Adding Delete Button
In-Reply-To: <4636165C.3010909@chemistry.ohio-state.edu>
References: <4636165C.3010909@chemistry.ohio-state.edu>
Message-ID: <20070430170111.GW19464@it.is.rice.edu>

Bill,

We found that putting RT behind DSPAM or another Baysian based filter
was the best solution for us. The support staff monitor the quarantine
and train the misses. It is accurate enough that only a very few ever
make it to the RT system.

Ken

On Mon, Apr 30, 2007 at 12:16:28PM -0400, William (Bill) Triest wrote:
> Basically a lot of spam gets through our spam filtering and ends up in 
> rt.  We hacked an older version of rt to have a delete button to the 
> right of the take button under RT at a glance so we could easily delete 
> spam.  I've been trying to find "the right way" to do add it back to our 
> current version (3.6.3).
> 
> If you go to Customize "N" newest unowned tickets, you can add new 
> Columns.  For the link option you have Display or Take.  I think I just 
> need to add a delete option, and then add a Column (similar to the 
> loc(Take) that's currently in there).  Is this correct?  If so, for the 
> life of me I can't find what I need to edit it, and would appreciate 
> some one pointing me in the right direction.
> 
> --Bill Triest
> Systems Specialist
> Department of Chemistry
> The Ohio State University
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 jan.grant at bristol.ac.uk  Mon Apr 30 13:35:57 2007
From: jan.grant at bristol.ac.uk (Jan Grant)
Date: Mon, 30 Apr 2007 18:35:57 +0100 (BST)
Subject: [rt-users] rt cli/REST interface - roadmap?
In-Reply-To: <463600A5.30804@vonage.com>
References: <20070430144904.J1402@tribble.ilrt.bris.ac.uk>
	<463600A5.30804@vonage.com>
Message-ID: <20070430183146.O23642@tribble.ilrt.bris.ac.uk>

On Mon, 30 Apr 2007, Dmitri Tikhonov wrote:

> Hi Jan,
> 
> I maintain RT::Client::REST library[1] which I wrote about a year ago. It is
> based on the rt command-line tool but provides OO classes for easy integration
> into other tools.  If you (or someone) starts to improve/change/enlarge the
> server side code, please keep me in the loop so that I can keep the library
> updated.
> 
> Thank you,
> 
>   - Dmitri.
> 
> 1. http://search.cpan.org/~dmitri/RT-Client-REST/

Hi Dmitri. Thanks for the response! - it turns out to be relatively easy 
to add the bits I was missing*. I'll grab a copy of your package and 
have a nose through it to try to sort out how to keep the REST additions 
in the same flavour as what's currently there.

Cheers,
jan

* although the first pass was definitely a hack: just added a quick 
query syntax for user queries that exposed the functionality of 
RT::Users and built on that, etc. It's enough to get things moving here; 
I'll try to tidy up and revisit in the light of RT::Client::REST.

-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
If it's broken really badly - don't fix it either.


From wtriest at chemistry.ohio-state.edu  Mon Apr 30 13:47:49 2007
From: wtriest at chemistry.ohio-state.edu (William (Bill) Triest)
Date: Mon, 30 Apr 2007 13:47:49 -0400
Subject: [rt-users] Adding Delete Button
In-Reply-To: <20070430170111.GW19464@it.is.rice.edu>
References: <4636165C.3010909@chemistry.ohio-state.edu>
	<20070430170111.GW19464@it.is.rice.edu>
Message-ID: <46362BC5.2080403@chemistry.ohio-state.edu>

Kenneth,

Thanks, we've already been working with spamassassin.  Other departments 
have what should be the exact same configuration and complain when 9 
spam a weekend get through.  When we have less then 9 in a night, we're 
happy.  Spam filtering is over 90% effective, but with our spam level 
that's just not sufficient.  Our best guess as to the root problem is 
the server can not handle the load.  Obviously fixing the root problem 
(in-effective spam filtering) would be ideal, and its something we are 
VERY actively working on. In the mean time my boss has charged me with 
adding back the delete button, thus my question.

Thanks,
Bill

Kenneth Marshall wrote:
> Bill,
>
> We found that putting RT behind DSPAM or another Baysian based filter
> was the best solution for us. The support staff monitor the quarantine
> and train the misses. It is accurate enough that only a very few ever
> make it to the RT system.
>
> Ken
>
> On Mon, Apr 30, 2007 at 12:16:28PM -0400, William (Bill) Triest wrote:
>   
>> Basically a lot of spam gets through our spam filtering and ends up in 
>> rt.  We hacked an older version of rt to have a delete button to the 
>> right of the take button under RT at a glance so we could easily delete 
>> spam.  I've been trying to find "the right way" to do add it back to our 
>> current version (3.6.3).
>>
>> If you go to Customize "N" newest unowned tickets, you can add new 
>> Columns.  For the link option you have Display or Take.  I think I just 
>> need to add a delete option, and then add a Column (similar to the 
>> loc(Take) that's currently in there).  Is this correct?  If so, for the 
>> life of me I can't find what I need to edit it, and would appreciate 
>> some one pointing me in the right direction.
>>
>> --Bill Triest
>> Systems Specialist
>> Department of Chemistry
>> The Ohio State University
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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.robson at classicblue.com.au  Mon Apr 30 14:07:44 2007
From: ben.robson at classicblue.com.au (Benjamin Robson)
Date: Tue, 1 May 2007 04:07:44 +1000
Subject: [rt-users] Adding Delete Button
In-Reply-To: <46362BC5.2080403@chemistry.ohio-state.edu>
Message-ID: <OFA0CDEC16.8B0E9977-ONCA2572CD.0062E9EF-CA2572CD.00638100@au1.ibm.com>

Bill,

Have you tried the old bogus-mx record trick?

That is, alter the MX records for the mail server handling inbound mail 
such that the first few MX entries (with the lower, but getting higher, 
record numbers) are bogus (point to nothing) and the valid MX entry isn't 
till later in the list and has the highest record number.  In the 
good-ol-days spambots wouldn't go past the first (or first few) MX entries 
if they were invalid, where legitimate mail servers would.  Even these 
days, bots will only go so far because they don't want to waste time doing 
too many attempts as they work their way through a target's list of MX 
entries trying to find one that works.

Anyway, just another idea to consider.  But I do think your in the region 
of rapidly diminishing returns.

BenR





"William (Bill) Triest" <wtriest at chemistry.ohio-state.edu> 
Sent by: rt-users-bounces at lists.bestpractical.com
01/05/2007 03:47 AM

To
Kenneth Marshall <ktm at rice.edu>, rt-users at lists.bestpractical.com
cc

Subject
Re: [rt-users] Adding Delete Button






Kenneth,

Thanks, we've already been working with spamassassin.  Other departments 
have what should be the exact same configuration and complain when 9 
spam a weekend get through.  When we have less then 9 in a night, we're 
happy.  Spam filtering is over 90% effective, but with our spam level 
that's just not sufficient.  Our best guess as to the root problem is 
the server can not handle the load.  Obviously fixing the root problem 
(in-effective spam filtering) would be ideal, and its something we are 
VERY actively working on. In the mean time my boss has charged me with 
adding back the delete button, thus my question.

Thanks,
Bill

Kenneth Marshall wrote:
> Bill,
>
> We found that putting RT behind DSPAM or another Baysian based filter
> was the best solution for us. The support staff monitor the quarantine
> and train the misses. It is accurate enough that only a very few ever
> make it to the RT system.
>
> Ken
>
> On Mon, Apr 30, 2007 at 12:16:28PM -0400, William (Bill) Triest wrote:
> 
>> Basically a lot of spam gets through our spam filtering and ends up in 
>> rt.  We hacked an older version of rt to have a delete button to the 
>> right of the take button under RT at a glance so we could easily delete 

>> spam.  I've been trying to find "the right way" to do add it back to 
our 
>> current version (3.6.3).
>>
>> If you go to Customize "N" newest unowned tickets, you can add new 
>> Columns.  For the link option you have Display or Take.  I think I just 

>> need to add a delete option, and then add a Column (similar to the 
>> loc(Take) that's currently in there).  Is this correct?  If so, for the 

>> life of me I can't find what I need to edit it, and would appreciate 
>> some one pointing me in the right direction.
>>
>> --Bill Triest
>> Systems Specialist
>> Department of Chemistry
>> The Ohio State University
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>> 

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

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


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

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From mario at rimann.org  Mon Apr 30 14:16:54 2007
From: mario at rimann.org (Mario Rimann)
Date: Mon, 30 Apr 2007 20:16:54 +0200
Subject: [rt-users] Attachment issue on RT 3.6.3
In-Reply-To: <462E1147.10807@pipex.net>
References: <21732.212.55.219.98.1177401554.squirrel@mail.oliverklee.com>	<20070424141230.GT22376@homews>
	<462E1147.10807@pipex.net>
Message-ID: <46363296.4030709@rimann.org>

Roy El-Hames schrieb:
> Steven,Mario;
> Have a look at :
> http://lists.fsck.com/pipermail/rt-users/2006-July/040843.html
> it maybe related.
> Roy

Hi folks

Sorry for my late response, didn't find the time to try it during the
last days.

Now it's working! The link above led me to the following MySQL query,
which solved the problem once applied to the database:

ALTER TABLE Attachments CHANGE Content Content LONGBLOB NULL;

Don't forget to backup before you start doing such stuff.


Thanks for the help I (once again) got in the list!
Mario


From gleduc at mail.sdsu.edu  Mon Apr 30 14:22:44 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 30 Apr 2007 11:22:44 -0700
Subject: [rt-users] Adding Delete Button
In-Reply-To: <OFA0CDEC16.8B0E9977-ONCA2572CD.0062E9EF-CA2572CD.00638100@
	au1.ibm.com>
References: <46362BC5.2080403@chemistry.ohio-state.edu>
	<OFA0CDEC16.8B0E9977-ONCA2572CD.0062E9EF-CA2572CD.00638100@au1.ibm.com>
Message-ID: <6.2.1.2.2.20070430111131.02da74f0@mail.sdsu.edu>

Ben, I've read that spambot authors prefer higher mx servers because their 
filtering mechanisms are probably not maintained as well as the primary mx 
boxes (those with the lowest mx numbers).  The traffic hitting our highest 
mx server is > 95% spam; traffic on our primary mx server is < 20% 
spam.  As always, YMMV.

At 11:07 AM 4/30/2007, Benjamin Robson wrote:

>Bill,
>
>Have you tried the old bogus-mx record trick?
>
>That is, alter the MX records for the mail server handling inbound mail 
>such that the first few MX entries (with the lower, but getting higher, 
>record numbers) are bogus (point to nothing) and the valid MX entry isn't 
>till later in the list and has the highest record number.  In the 
>good-ol-days spambots wouldn't go past the first (or first few) MX entries 
>if they were invalid, where legitimate mail servers would.  Even these 
>days, bots will only go so far because they don't want to waste time doing 
>too many attempts as they work their way through a target's list of MX 
>entries trying to find one that works.
>
>Anyway, just another idea to consider.  But I do think your in the region 
>of rapidly diminishing returns.
>
>BenR
>
>
>
>
>"William (Bill) Triest" <wtriest at chemistry.ohio-state.edu>
>Sent by: rt-users-bounces at lists.bestpractical.com
>
>01/05/2007 03:47 AM
>To
>Kenneth Marshall <ktm at rice.edu>, rt-users at lists.bestpractical.com
>cc
>Subject
>Re: [rt-users] Adding Delete Button
>
>
>
>
>Kenneth,
>
>Thanks, we've already been working with spamassassin.  Other departments
>have what should be the exact same configuration and complain when 9
>spam a weekend get through.  When we have less then 9 in a night, we're
>happy.  Spam filtering is over 90% effective, but with our spam level
>that's just not sufficient.  Our best guess as to the root problem is
>the server can not handle the load.  Obviously fixing the root problem
>(in-effective spam filtering) would be ideal, and its something we are
>VERY actively working on. In the mean time my boss has charged me with
>adding back the delete button, thus my question.
>
>Thanks,
>Bill
>
>Kenneth Marshall wrote:
> > Bill,
> >
> > We found that putting RT behind DSPAM or another Baysian based filter
> > was the best solution for us. The support staff monitor the quarantine
> > and train the misses. It is accurate enough that only a very few ever
> > make it to the RT system.
> >
> > Ken
> >
> > On Mon, Apr 30, 2007 at 12:16:28PM -0400, William (Bill) Triest wrote:
> >
> >> Basically a lot of spam gets through our spam filtering and ends up in
> >> rt.  We hacked an older version of rt to have a delete button to the
> >> right of the take button under RT at a glance so we could easily delete
> >> spam.  I've been trying to find "the right way" to do add it back to our
> >> current version (3.6.3).
> >>
> >> If you go to Customize "N" newest unowned tickets, you can add new
> >> Columns.  For the link option you have Display or Take.  I think I just
> >> need to add a delete option, and then add a Column (similar to the
> >> loc(Take) that's currently in there).  Is this correct?  If so, for the
> >> life of me I can't find what I need to edit it, and would appreciate
> >> some one pointing me in the right direction.
> >>
> >> --Bill Triest
> >> Systems Specialist
> >> Department of Chemistry
> >> The Ohio State University
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: 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


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From Barbara.Hals at corp.aol.com  Mon Apr 30 14:39:30 2007
From: Barbara.Hals at corp.aol.com (Hals, Barbara)
Date: Mon, 30 Apr 2007 14:39:30 -0400
Subject: [rt-users] Sending HTML email
Message-ID: <2384B11C1626624CB315BD6E40473ECC2A6890@EXCHNVA01.ad.office.aol.com>

I'm trying to send an HTML email (Mutipart-Alternative MIME format) to the requestor upon resolution of a ticket. I've created a Scrip, that's triggered by an 'On Resolve' condition, and a Custom Template but I'm not sure how to get RT to properly interpret the mail format.

Is it possible to have RT send an HTML email using a Template? Has anyone done this and if so are there any examples? Or is there perhaps another approach besides using the Templating feature?

Any help will be appreciated. Thanks.

Barbara
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From joe.casadonte at oracle.com  Mon Apr 30 13:33:09 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Mon, 30 Apr 2007 13:33:09 -0400
Subject: [rt-users] Collapsed View of Ticket?
In-Reply-To: <6.2.1.2.2.20070430085353.02d79988@mail.sdsu.edu>
References: <2EEEB63A86187C4B9E91870B0C66AB8802B41BDC@EXCHANGE1.university.brighton.ac.uk>
	<20070419124901.GG19464@it.is.rice.edu>
	<2EEEB63A86187C4B9E91870B0C66AB8802B41C4C@EXCHANGE1.university.brighton.ac.uk>
	<1177007167.6920.286.camel@localhost.localdomain>
	<463541D7.9040005@oracle.com>
	<6.2.1.2.2.20070430085353.02d79988@mail.sdsu.edu>
Message-ID: <46362855.7000509@oracle.com>

On 4/30/2007 12:04 PM, Gene LeDuc wrote:

> Is my assumption about how this works backwards or should step 4 have
> us modifying the "local" version instead of the "shared" version?

Gah!  Cut-and-paste error on my part.  You should be editing the LOCAL
file, of course.  Sorry!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From mfuller at bandtel.com  Mon Apr 30 16:12:33 2007
From: mfuller at bandtel.com (mfuller)
Date: Mon, 30 Apr 2007 16:12:33 -0400
Subject: [rt-users] invalid user email
Message-ID: <012e01c78b63$e8c0a170$caa8a8c0@bandtel.local>

Where do I change the text of the unknown user reply email

 

Mark Fuller

BandTel Customer Care

603-528-6538 Option 2

603-528-6937 FAX

MFuller at BandTel.com

 

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From thrall.mail.list at gmail.com  Mon Apr 30 16:32:33 2007
From: thrall.mail.list at gmail.com (Nadeem Shahbaz)
Date: Tue, 1 May 2007 01:32:33 +0500
Subject: [rt-users] invalid user email
In-Reply-To: <012e01c78b63$e8c0a170$caa8a8c0@bandtel.local>
References: <012e01c78b63$e8c0a170$caa8a8c0@bandtel.local>
Message-ID: <c405341b0704301332g17a5a876xdcd985e504150059@mail.gmail.com>

On 5/1/07, mfuller <mfuller at bandtel.com> wrote:
>
> Where do I change the text of the unknown user reply email
>

may be you are looking for interface _NoAuthorizedUserFound ? See
lib/RT/Interface/Email.pm Line # 835


From mustafa.badawi at gmail.com  Mon Apr 30 16:33:17 2007
From: mustafa.badawi at gmail.com (Mustafa Badawi)
Date: Mon, 30 Apr 2007 23:33:17 +0300
Subject: [rt-users] ticket reopen
In-Reply-To: <6.2.3.4.2.20070430092342.03db8000@po14.mit.edu>
References: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>
	<6.2.3.4.2.20070430092342.03db8000@po14.mit.edu>
Message-ID: <6792fb9a0704301333t6e31945cq3e55e5236bed8507@mail.gmail.com>

The default scrips are there for the queue I am using. The global scrips are
also there.

Joe, what code do you want me to post? I have traced all the logs but no
specific error is there (\var\log\messages). is there and way to see more
detailed debugging messages?



On 4/30/07, Stephen Turner <sturner at mit.edu> wrote:
>
> At Friday 4/27/2007 05:01 PM, Mustafa Badawi wrote:
> >I have a running installation of RT. I have a problem with reopening
> >resolved tickets by replying to the email sent when the ticket is
> >resolved. the ticket is updated with the reply email but the status
> >remains "resolved". where might the problem be and how can I troubleshoot
> it?
> >
> >Thanks
> >Mustafa Badawi
>
> Mustafa,
>
> I think the behavior you want is controlled by a global scrip:
>
> On Correspond Open Tickets with template Blank
>
> Can you check to see if you have that global scrip defined?
>
> Steve
>
>
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From mikef at ack.berkeley.edu  Mon Apr 30 18:04:31 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Mon, 30 Apr 2007 15:04:31 -0700 (PDT)
Subject: [rt-users] ticket reopen
In-Reply-To: <FBA9F087D7D7F74FBC5E71416F5B59A802E629E1@mail1.EMM.ORG>
References: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>
	<002a01c78b30$567aadc0$6d2c2d0a@ahs.dp>
	<FBA9F087D7D7F74FBC5E71416F5B59A802E629E1@mail1.EMM.ORG>
Message-ID: <20070430092634.D47661@malcolm.berkeley.edu>

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

On Mon, 30 Apr 2007 at 11:54 (-0400), Ronald Nissley wrote:

> To avoid pointlessly re-opening tickets, you could politely ask (with an 
> explanation) your users to not reply to resolve notices with thank you 
> notes.

I've set up an AutoResolve queue that helps deal with the above, as well 
as other issues.  Instead of resolving tickets, we put them in the 
AutoResolve queue.  An external (cron-driven) process that runs hourly 
resolves all tickets in that queue that have not been updated in 24 hours.

Although this was set up for a different purpose (having to do with our 
operational workflow), it also has the effect of automatically 
re-resolving tickets that were reopened spuriously.  Once resolved in the 
AutoResolved queue, a ticket will never stay unresolved more than 24 hours 
unless it is continually updated or else moved manually to another queue.

Mike
_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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