From rfh at pipex.net Wed Aug 1 05:59:51 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 01 Aug 2007 10:59:51 +0100 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: <46AF7947.4000008@yahoo.com> References: <46AF58AB.8070201@yahoo.com> <46AF5B3C.40201@pipex.net> <46AF5BB1.2010502@yahoo.com> <46AF688D.4000508@pipex.net> <46AF6E15.7010204@yahoo.com> <6.2.3.4.2.20070731134721.040cf350@po14.mit.edu> <46AF7947.4000008@yahoo.com> Message-ID: <46B05997.8000900@pipex.net> This tells you the problem is with your template, I usually have the following 2 lines at the very top of the template: Subject: New Correspondence: {$Ticket->Subject} RT-Attach-Message: Yes Then leave 2 empty lines (you should do that) before adding any template text. If you are questioning NotifyActor, its a preferences if you want people to receive notifications on what they just did then turn it off else keep it off. I typically test with a test user, so emails are fired to me(my rt user account). Best of luck; Roy Mathew Snyder wrote: > Stephen Turner wrote: > >> At Tuesday 7/31/2007 01:15 PM, Mathew Snyder wrote: >> >>> I made the changes and used the Blank template. I still haven't received >>> anything via mail. >>> >> The Blank template doesn't send mail - in fact that's why it's there, so >> you can have a scrip that doesn't send mail. Try the Transaction template. >> >> Steve >> >> > > I got it to work using the Admin Correspondence template when the NotifyActor > variable is set to '1'. However, as soon as I turn that off, no emails are sent > out. > > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > From lists at schools.edu.ie Wed Aug 1 06:48:10 2007 From: lists at schools.edu.ie (Donal O'C) Date: Wed, 01 Aug 2007 11:48:10 +0100 Subject: [rt-users] users and group sequence resetting Message-ID: <46B064EA.9020102@schools.edu.ie> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, We noticed a problem recently with our RT install. Some incoming mails didn't get created as tickets. Checking the logs we get the errors below. I've copied 2 instances. This led us to check users_id_seq and groups_id_seq, both of whose "last value" had reset to 1. I tried to update this manually but the last value in the sequence isn't incremented by new tickets being created. Has anyone come across any sequences resetting? We upgraded postgres some time ago but RT has mostly been working without any problems. With the sequence not incrementing, RT tries to insert new users with the same id as existing ones. We have also noticed some transactions being confused, i.e. the wrong email being sent by RT when a ticket is updated but I'm not sure these are linked. RT v3.4 PostgreSQL 8.2.4 Thanks, Donal [Wed Jul 25 11:24:11 2007] [warning]: DBD::Pg::st execute failed: ERROR: duplicate key violates unique constraint "groups_pkey" (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:11 2007] [warning]: RT::Handle=HASH(0x9b386b8) couldn't execute the query 'INSERT INTO Groups (Domain, Type, Instance, id, Name, Description) VALUES (?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:11 2007] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:11 2007] [warning]: RT::Handle=HASH(0x9b386b8) couldn't execute the query 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND (ObjectId IS NULL OR Objec tId = '')' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:11 2007] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:11 2007] [warning]: RT::Handle=HASH(0x9b386b8) couldn't execute the query 'INSERT INTO GroupMembers (GroupId, MemberId) VALUES (?, ?)' at /usr/share/perl5/DBIx/Se archBuilder/Handle.pm line 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:11 2007] [crit]: Couldn't add the user to his own acl equivalence group: (/usr/share/request-tracker3.4/lib/RT/Group_Overlay.pm:591) [Wed Jul 25 11:24:11 2007] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:11 2007] [warning]: RT::Handle=HASH(0x9b386b8) couldn't execute the query 'DELETE FROM Groups WHERE id=? ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 4 94. (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:11 2007] [crit]: Couldn't stash the user in groupmembers (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:277) [Wed Jul 25 11:24:16 2007] [crit]: Failed to create user user at email.com: Could not create user (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:612) [Wed Jul 25 11:24:16 2007] [warning]: DBD::Pg::st execute failed: ERROR: duplicate key violates unique constraint "groups_pkey" (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:16 2007] [warning]: RT::Handle=HASH(0x9b386b8) couldn't execute the query 'INSERT INTO Groups (Domain, Type, Instance, id, Name, Description) VALUES (?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:16 2007] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:16 2007] [warning]: RT::Handle=HASH(0x9b386b8) couldn't execute the query 'SELECT * FROM Principals WHERE LOWER(PrincipalType) = ? AND (ObjectId IS NULL OR Objec tId = '')' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:16 2007] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:16 2007] [warning]: RT::Handle=HASH(0x9b386b8) couldn't execute the query 'INSERT INTO GroupMembers (GroupId, MemberId) VALUES (?, ?)' at /usr/share/perl5/DBIx/Se archBuilder/Handle.pm line 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:16 2007] [crit]: Couldn't add the user to his own acl equivalence group: (/usr/share/request-tracker3.4/lib/RT/Group_Overlay.pm:591) [Wed Jul 25 11:24:16 2007] [warning]: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:16 2007] [warning]: RT::Handle=HASH(0x9b386b8) couldn't execute the query 'DELETE FROM Groups WHERE id=? ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 4 94. (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Jul 25 11:24:16 2007] [crit]: Couldn't stash the user in groupmembers (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:277) [Wed Jul 25 11:24:21 2007] [crit]: Failed to create user user at email.com: Could not create user (/usr/share/request-tracker3.4/lib/RT/User_Overlay.pm:612) [Wed Jul 25 11:24:22 2007] [error]: error: unexpected end of header [Wed Aug 1 08:18:25 2007] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - Please review ticket 01AC038956 assigned to (/usr/share/request-tracker3.4/lib/RT/I18N.pm:225) [Wed Aug 1 08:18:25 2007] [debug]: About to think about scrips for transaction #21871 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) [Wed Aug 1 08:18:25 2007] [debug]: About to think about scrips for transaction #21872 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154) [Wed Aug 1 08:18:25 2007] [warning]: DBD::Pg::st execute failed: ERROR: duplicate key violates unique constraint "groups_pkey" (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Aug 1 08:18:25 2007] [warning]: RT::Handle=HASH(0x9a86340) couldn't execute the query 'INSERT INTO Groups (Domain, Type, Instance, id, Name, Description) VALUES (?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. (/usr/share/request-tracker3.4/lib/RT.pm:277) [Wed Aug 1 08:18:25 2007] [error]: Couldn't create a ticket group of type 'Cc' for ticket 2320: Could not create group (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:1255 ) [Wed Aug 1 08:18:25 2007] [crit]: Couldn't create ticket groups for ticket 2320. aborting Ticket creation. (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:613) [Wed Aug 1 08:18:25 2007] [crit]: Ticket could not be created due to an internal error (/usr/share/request-tracker3.4/lib/RT/Interface/Email.pm:753) [Wed Aug 1 08:18:25 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/share/request-tracker3.4/lib/RT/Interface/Email.pm:759) error: couldn't parse head; error near: A new ticket has being created (/usr/share/request-tracker3.4/lib/RT/Template_Overlay.pm:366) -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGsGTp0B9Uyyi7ssARAvTiAKCTZwD51kKrn2Ik+Rt1glPLzWYZmwCgkV3/ z0rMlQ/hFMVEgva9hRWXof4= =n3na -----END PGP SIGNATURE----- From weser at osp-dd.de Wed Aug 1 12:39:53 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Wed, 01 Aug 2007 18:39:53 +0200 Subject: [rt-users] relogin necessary after changing/creating queue Message-ID: <46B0B759.6050501@osp-dd.de> Hello everybody, Whenever I create a queue or only change its name, this change will be visible after a relogin. I thought it could be a problem of cache so I looked for cache in the RT_Config.pm and found this entry which should be ok like it is: Set($WebFlushDbCacheEveryRequest, '1'); I also added Set($WebSessionClass , 'Apache::Session::File'); to my RT_SiteConfig.pm because it's possible that we will use non-ASCII-letters too but this didn't work either. There was no other entry which I would reference to this problem. Does anybody has a suggestion how this problem could be solved that changes to queues will be seen instantly? RT3.6.4 is running on an openSuSE10.2, Apache2.2.3, mysql5.0.26 and mod_perl2.0.2 since RT with fastcgi never worked here. Cheers, Ben From jesse at bestpractical.com Wed Aug 1 12:38:37 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Aug 2007 12:38:37 -0400 Subject: [rt-users] relogin necessary after changing/creating queue In-Reply-To: <46B0B759.6050501@osp-dd.de> References: <46B0B759.6050501@osp-dd.de> Message-ID: On Aug 1, 2007, at 12:39 PM, Benjamin Weser wrote: > Hello everybody, > > Whenever I create a queue or only change its name, this change will be > visible after a relogin. > I thought it could be a problem of cache so I looked for cache in the > RT_Config.pm and found this entry which should be ok like it is: > Set($WebFlushDbCacheEveryRequest, '1'); > > I also added > Set($WebSessionClass , 'Apache::Session::File'); > to my RT_SiteConfig.pm because it's possible that we will use > non-ASCII-letters too but this didn't work either. > > There was no other entry which I would reference to this problem. Does > anybody has a suggestion how this problem could be solved that changes > to queues will be seen instantly? > > RT3.6.4 is running on an openSuSE10.2, Apache2.2.3, mysql5.0.26 and > mod_perl2.0.2 since RT with fastcgi never worked here. > Actually, that's /Elements/SelectQueue doing a bit of caching. Otherwise, you'd be generating rather a few SQL queries on every page load that are completely unnecessary 99.99% of the time. Best, Jesse > > Cheers, > Ben > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From theillien at yahoo.com Wed Aug 1 12:41:36 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 01 Aug 2007 12:41:36 -0400 Subject: [rt-users] Limit size of rt.log Message-ID: <46B0B7C0.7070408@yahoo.com> Is this possible? I just had to clear out a 35GB log file. -- Keep up with me and what I'm up to: http://theillien.blogspot.com From jesse at bestpractical.com Wed Aug 1 12:45:09 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Aug 2007 12:45:09 -0400 Subject: [rt-users] Limit size of rt.log In-Reply-To: <46B0B7C0.7070408@yahoo.com> References: <46B0B7C0.7070408@yahoo.com> Message-ID: On Aug 1, 2007, at 12:41 PM, Mathew Snyder wrote: > Is this possible? I just had to clear out a 35GB log file. > Generally, I'd recommend using syslog logging instead. That way your regular syslog rotator would handle it. -jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From cnelson at nighthawkrad.net Wed Aug 1 12:53:22 2007 From: cnelson at nighthawkrad.net (Chris Nelson) Date: Wed, 01 Aug 2007 09:53:22 -0700 Subject: [rt-users] Scrip question: Approvals and changing ownership of the originating ticket Message-ID: <46B0BA82.30002@nighthawkrad.net> I implemented the approval process listed in the wiki here: http://wiki.bestpractical.com/view/ApprovalCreation If a ticket is created via email sent to the "approval" queue, the ticket and the resulting "approval" ticket do not have an owner. I wrote a scrip to set the owner of the approval ticket when it is "approved" (resolved), but I can't figure out how to set the owner of the originating ticket (created by the original email) to the requestor.... Is this possible? The reason I ask, is because once a ticket has its dependancy resolved, it sits in the "approval" queue unowned and it is up to the requestor to go get the ticket and take ownership. Any guidance would be greatly appreciated. -- Chris Nelson CDA Unix Administrator NightHawk Radiology Services 250 Northwest Blvd. #206 Coeur D'Alene, ID 83814 208.415.0588 (Office) 509.294.1835 (Cell) 208.664.2720 (Fax) cnelson at nighthawkrad.net (email) http://www.nighthawkrad.net (Web) 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 support at nighthawkrad.net and destroy all electronic and hard copies of the communication, including attachments. From rfh at pipex.net Wed Aug 1 12:51:35 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 01 Aug 2007 17:51:35 +0100 Subject: [rt-users] Callback lesson please please Message-ID: <46B0BA17.4060904@pipex.net> Hi There; RT-3.6.4 Can someone give me few lines on how to use callbacks to customise RT, I've installed shredder for the only purpose of learning how it used callbacks, but it just added to my confusion , I want to add the CreateChildTicket callback as described in the Wiki but I am failing to see any buttons in my display .. Can anyone help please?? Regards; Roy From theillien at yahoo.com Wed Aug 1 12:56:43 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 01 Aug 2007 12:56:43 -0400 Subject: [rt-users] Error writing to rt.log Message-ID: <46B0BB4B.7010108@yahoo.com> I just cleared out a 35GB rt.log file. Now, people are getting intermittent errors: System error error: Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log': at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124. context: ... 120: } 121: else 122: { 123: $fh = $self->{fh}; 124: print $fh $p{message} 125: or die "Cannot write to '$self->{filename}': $!"; 126: } 127: } 128: ... code stack: /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm:124 /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm:41 /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:95 /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:74 /usr/local/rt-3.6.1/lib/RT/Interface/Web.pm:1637 /usr/local/rt-3.6.1/share/html/Search/Build.html:227 /usr/local/rt-3.6.1/share/html/autohandler:279 raw error Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log': at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124. Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Cannot write to \'/usr/local/rt-3.6.1/var/log/rt.log\': at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124 Log::Dispatch::File::log_message('Log::Dispatch::File=HASH(0xa7e6a64)', 'level', 'warning', 'name', 'rtlog', 'message', '[Wed Aug 1 16:27:01 2007] [warning]: Use of uninitialized value in pattern match (m//) at /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637. (/usr/local/rt-3.6.1//lib/RT/Interface/Web.pm:1637)^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm line 41 Log::Dispatch::Output::log(undef, 'level', 'warning', 'name', 'rtlog', 'message', 'Use of uninitialized value in pattern match (m//) at /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm line 95 Log::Dispatch::_log_to('Log::Dispatch=HASH(0xa68d768)', 'level', 'warning', 'name', 'rtlog', 'message', 'Use of uninitialized value in pattern match (m//) at /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm line 74 Log::Dispatch::log(undef, 'level', 'warning', 'message', 'Use of uninitialized value in pattern match (m//) at /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.^J') called at /usr/local/rt-3.6.1/lib/RT/Interface/Web.pm line 1637 HTML::Mason::Commands::_parse_saved_search(undef) called at /usr/local/rt-3.6.1/share/html/Search/Build.html line 227 HTML::Mason::Commands::__ANON__('Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\ ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< small>__CreatedRelative__\',^J\'__ToldRelative__\ ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Page', 1, 'Rows', 50, 'Format', '\' __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\ ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< small>__CreatedRelative__\',^J\'__ToldRelative__\ ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xab e62d0)', 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\ ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< small>__CreatedRelative__\',^J\'__ToldRelative__\ ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Page', 1, 'Rows', 50, 'Format', '\' __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\ ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< small>__CreatedRelative__\',^J\'__ToldRelative__\ ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\ ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< small>__CreatedRelative__\',^J\'__ToldRelative__\ ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Page', 1, 'Rows', 50, 'Format', '\' __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\ ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< small>__CreatedRelative__\',^J\'__ToldRelative__\ ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS H(0xb1221f4)', 'Rows', 50, 'Format', '\' __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\ ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< small>__CreatedRelative__\',^J\'__ToldRelative__\ ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at /usr/local/rt-3.6.1/share/html/autohandler line 279 HTML::Mason::Commands::__ANON__('Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\ ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< small>__CreatedRelative__\',^J\'__ToldRelative__\ ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Page', 1) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 90a08)', 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\ ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< small>__CreatedRelative__\',^J\'__ToldRelative__\ ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Page', 1) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\ ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< small>__CreatedRelative__\',^J\'__ToldRelative__\ ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Page', 1) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb 1221f4)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH andler=HASH(0xb1221f4)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H ASH(0x8c77308)', 'Apache2::RequestRec=SCALAR(0xb20d680)') called at /usr/local/rt-3.6.1/bin/webmux.pl line 123 eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb20d680)') called at -e line 0 eval {...} at -e line 0 Any thoughts? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From jesse at bestpractical.com Wed Aug 1 12:59:54 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Aug 2007 12:59:54 -0400 Subject: [rt-users] Error writing to rt.log In-Reply-To: <46B0BB4B.7010108@yahoo.com> References: <46B0BB4B.7010108@yahoo.com> Message-ID: On Aug 1, 2007, at 12:56 PM, Mathew Snyder wrote: > I just cleared out a 35GB rt.log file. Now, people are getting > intermittent errors: Is the file in fact writable? Have you stopped and started your server? > > > System error > > error: Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log': at > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124. > > context: > ... > 120: } > 121: else > 122: { > 123: $fh = $self->{fh}; > 124: print $fh $p{message} > 125: or die "Cannot write to '$self->{filename}': $!"; > 126: } > 127: } > 128: > ... > code stack: > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm:124 > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm:41 > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:95 > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:74 > /usr/local/rt-3.6.1/lib/RT/Interface/Web.pm:1637 > /usr/local/rt-3.6.1/share/html/Search/Build.html:227 > /usr/local/rt-3.6.1/share/html/autohandler:279 > > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log': at > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124. > > > > > > Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ > Exceptions.pm > line 129 > > HTML::Mason::Exceptions::rethrow_exception('Cannot write to > \'/usr/local/rt-3.6.1/var/log/rt.log\': at > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.^J') > called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm > line 124 > > Log::Dispatch::File::log_message('Log::Dispatch::File=HASH > (0xa7e6a64)', > 'level', 'warning', 'name', 'rtlog', 'message', '[Wed Aug 1 16:27:01 > 2007] [warning]: Use of uninitialized value in pattern match (m//) at > /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637. > (/usr/local/rt-3.6.1//lib/RT/Interface/Web.pm:1637)^J') called at > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm line 41 > > Log::Dispatch::Output::log(undef, 'level', 'warning', 'name', 'rtlog', > 'message', 'Use of uninitialized value in pattern match (m//) at > /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.^J') called at > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm line 95 > > Log::Dispatch::_log_to('Log::Dispatch=HASH(0xa68d768)', 'level', > 'warning', 'name', 'rtlog', 'message', 'Use of uninitialized value in > pattern match (m//) at /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm > line > 1637.^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm > line 74 > > Log::Dispatch::log(undef, 'level', 'warning', 'message', 'Use of > uninitialized value in pattern match (m//) at > /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.^J') called at > /usr/local/rt-3.6.1/lib/RT/Interface/Web.pm line 1637 > > HTML::Mason::Commands::_parse_saved_search(undef) called at > /usr/local/rt-3.6.1/share/html/Search/Build.html line 227 > > HTML::Mason::Commands::__ANON__('Order', 'ASC|ASC|ASC|ASC', 'Query', ' > Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', > 'id|||', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J > \' href="/Ticket/Display.html?id=__id__">__Subject__/ > TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J > \'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__ > \',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__ small>\ > ',^J\'__LastUpdatedRelative__\',^J > \'__TimeLeft__ small>\'', 'Page', 1, 'Rows', 50, 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J > \' href="/Ticket/Display.html?id=__id__">__Subject__/ > TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J > \'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__ > \',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__ small>\ > ',^J\'__LastUpdatedRelative__\',^J > \'__TimeLeft__ small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', > 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH > (0xab > e62d0)', 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' > AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J > \' href="/Ticket/Display.html?id=__id__">__Subject__/ > TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J > \'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__ > \',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__ small>\ > ',^J\'__LastUpdatedRelative__\',^J > \'__TimeLeft__ small>\'', 'Page', 1, 'Rows', 50, 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J > \' href="/Ticket/Display.html?id=__id__">__Subject__/ > TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J > \'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__ > \',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__ small>\ > ',^J\'__LastUpdatedRelative__\',^J > \'__TimeLeft__ small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', > 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 1245 > > HTML::Mason::Request::comp(undef, undef, 'Order', 'ASC|ASC|ASC|ASC', > 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, > 'OrderBy', 'id|||', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J > \' href="/Ticket/Display.html?id=__id__">__Subject__/ > TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J > \'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__ > \',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__ small>\ > ',^J\'__LastUpdatedRelative__\',^J > \'__TimeLeft__ small>\'', 'Page', 1, 'Rows', 50, 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J > \' href="/Ticket/Display.html?id=__id__">__Subject__/ > TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J > \'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__ > \',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__ small>\ > ',^J\'__LastUpdatedRelative__\',^J > \'__TimeLeft__ small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', > 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914 > > HTML::Mason::Request::call_next > ('HTML::Mason::Request::ApacheHandler=HAS > H(0xb1221f4)', 'Rows', 50, 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J > \' href="/Ticket/Display.html?id=__id__">__Subject__/ > TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J > \'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__ > \',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__ small>\ > ',^J\'__LastUpdatedRelative__\',^J > \'__TimeLeft__ small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', > 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at > /usr/local/rt-3.6.1/share/html/autohandler line 279 > > HTML::Mason::Commands::__ANON__('Order', 'ASC|ASC|ASC|ASC', 'Query', ' > Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', > 'id|||', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J > \' href="/Ticket/Display.html?id=__id__">__Subject__/ > TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J > \'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__ > \',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__ small>\ > ',^J\'__LastUpdatedRelative__\',^J > \'__TimeLeft__ small>\'', 'Page', 1) called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH > (0xa8 > 90a08)', 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' > AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J > \' href="/Ticket/Display.html?id=__id__">__Subject__/ > TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J > \'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__ > \',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__ small>\ > ',^J\'__LastUpdatedRelative__\',^J > \'__TimeLeft__ small>\'', 'Page', 1) called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 > > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 1245 > > HTML::Mason::Request::comp(undef, undef, undef, 'Order', > 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' AND Status = > \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J > \' href="/Ticket/Display.html?id=__id__">__Subject__/ > TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J > \'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__ > \',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__ small>\ > ',^J\'__LastUpdatedRelative__\',^J > \'__TimeLeft__ small>\'', 'Page', 1) called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 > > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 459 > > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 411 > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH > (0xb > 1221f4)') called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 > > HTML::Mason::Request::ApacheHandler::exec > ('HTML::Mason::Request::ApacheH > andler=HASH(0xb1221f4)') called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 > > HTML::Mason::ApacheHandler::handle_request > ('HTML::Mason::ApacheHandler=H > ASH(0x8c77308)', 'Apache2::RequestRec=SCALAR(0xb20d680)') called at > /usr/local/rt-3.6.1/bin/webmux.pl line 123 > > eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123 > > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb20d680)') called > at -e > line 0 > > eval {...} at -e line 0 > > > Any thoughts? > Mathew > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From theillien at yahoo.com Wed Aug 1 13:00:41 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 01 Aug 2007 13:00:41 -0400 Subject: [rt-users] Error writing to rt.log In-Reply-To: <46B0BB4B.7010108@yahoo.com> References: <46B0BB4B.7010108@yahoo.com> Message-ID: <46B0BC39.1020607@yahoo.com> The errors appear to be different when it happens too: error: Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log': at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124. context: ... 120: } 121: else 122: { 123: $fh = $self->{fh}; 124: print $fh $p{message} 125: or die "Cannot write to '$self->{filename}': $!"; 126: } 127: } 128: ... code stack: /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm:124 /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm:41 /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:95 /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:74 /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:22 /usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:487 /usr/local/rt-3.6.1/share/html/Elements/MyReminders:69 /usr/local/rt-3.6.1/share/html/Elements/MyRT:87 /usr/local/rt-3.6.1/share/html/Elements/MyRT:61 /usr/local/rt-3.6.1/local/html/index.html:79 /usr/local/rt-3.6.1/share/html/autohandler:279 raw error Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log': at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124. Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Cannot write to \'/usr/local/rt-3.6.1/var/log/rt.log\': at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124 Log::Dispatch::File::log_message('Log::Dispatch::File=HASH(0xa7e6b3c)', 'level', 'error', 'name', 'rtlog', 'message', '[Wed Aug 1 16:57:05 2007] [error]: Query error in <<(Owner = "Nobody" OR Owner = "datreides") AND Type = "reminder" AND (Status = "new" OR Status = "open") AND Due > "1970-01-01">>:^JCannot write to \'/usr/local/rt-3.6.1/var/log/rt.log\': at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.^J^JStack:^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm:124]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm:41]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:95]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:74]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:22]^J [/usr/local/rt-3.6.1/lib/RT/Date.pm:211]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay.pm:475]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:330]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:485]^J [/usr/local/rt-3.6.1/share/html/Elements/MyReminders:69]^J [/usr/local/rt-3.6.1/share/html/Elements/MyRT:87]^J [/usr/local/rt-3.6.1/share/html/Elements/MyRT:61]^J [/usr/local/rt-3.6.1/local/html/index.html:79]^J [/usr/local/rt-3.6.1/share/html/autohandler:279] (/usr/local/rt-3.6.1//lib/RT/Tickets_Overlay_SQL.pm:487)^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm line 41 Log::Dispatch::Output::log(undef, 'level', 'error', 'name', 'rtlog', 'message', 'Query error in <<(Owner = "Nobody" OR Owner = "datreides") AND Type = "reminder" AND (Status = "new" OR Status = "open") AND Due > "1970-01-01">>:^JCannot write to \'/usr/local/rt-3.6.1/var/log/rt.log\': at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.^J^JStack:^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm:124]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm:41]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:95]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:74]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:22]^J [/usr/local/rt-3.6.1/lib/RT/Date.pm:211]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay.pm:475]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:330]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:485]^J [/usr/local/rt-3.6.1/share/html/Elements/MyReminders:69]^J [/usr/local/rt-3.6.1/share/html/Elements/MyRT:87]^J [/usr/local/rt-3.6.1/share/html/Elements/MyRT:61]^J [/usr/local/rt-3.6.1/local/html/index.html:79]^J [/usr/local/rt-3.6.1/share/html/autohandler:279]^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm line 95 Log::Dispatch::_log_to('Log::Dispatch=HASH(0xa68d760)', 'level', 'error', 'name', 'rtlog', 'message', 'Query error in <<(Owner = "Nobody" OR Owner = "datreides") AND Type = "reminder" AND (Status = "new" OR Status = "open") AND Due > "1970-01-01">>:^JCannot write to \'/usr/local/rt-3.6.1/var/log/rt.log\': at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.^J^JStack:^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm:124]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm:41]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:95]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:74]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:22]^J [/usr/local/rt-3.6.1/lib/RT/Date.pm:211]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay.pm:475]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:330]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:485]^J [/usr/local/rt-3.6.1/share/html/Elements/MyReminders:69]^J [/usr/local/rt-3.6.1/share/html/Elements/MyRT:87]^J [/usr/local/rt-3.6.1/share/html/Elements/MyRT:61]^J [/usr/local/rt-3.6.1/local/html/index.html:79]^J [/usr/local/rt-3.6.1/share/html/autohandler:279]^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm line 74 Log::Dispatch::log('Log::Dispatch=HASH(0xa68d760)', 'level', 'error', 'message', 'Query error in <<(Owner = "Nobody" OR Owner = "datreides") AND Type = "reminder" AND (Status = "new" OR Status = "open") AND Due > "1970-01-01">>:^JCannot write to \'/usr/local/rt-3.6.1/var/log/rt.log\': at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.^J^JStack:^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm:124]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm:41]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:95]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:74]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:22]^J [/usr/local/rt-3.6.1/lib/RT/Date.pm:211]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay.pm:475]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:330]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:485]^J [/usr/local/rt-3.6.1/share/html/Elements/MyReminders:69]^J [/usr/local/rt-3.6.1/share/html/Elements/MyRT:87]^J [/usr/local/rt-3.6.1/share/html/Elements/MyRT:61]^J [/usr/local/rt-3.6.1/local/html/index.html:79]^J [/usr/local/rt-3.6.1/share/html/autohandler:279]^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm line 22 Log::Dispatch::__ANON__('Log::Dispatch=HASH(0xa68d760)', 'Query error in <<(Owner = "Nobody" OR Owner = "datreides") AND Type = "reminder" AND (Status = "new" OR Status = "open") AND Due > "1970-01-01">>:^JCannot write to \'/usr/local/rt-3.6.1/var/log/rt.log\': at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.^J^JStack:^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm:124]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm:41]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:95]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:74]^J [/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:22]^J [/usr/local/rt-3.6.1/lib/RT/Date.pm:211]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay.pm:475]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:330]^J [/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:485]^J [/usr/local/rt-3.6.1/share/html/Elements/MyReminders:69]^J [/usr/local/rt-3.6.1/share/html/Elements/MyRT:87]^J [/usr/local/rt-3.6.1/share/html/Elements/MyRT:61]^J [/usr/local/rt-3.6.1/local/html/index.html:79]^J [/usr/local/rt-3.6.1/share/html/autohandler:279]^J') called at /usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm line 487 RT::Tickets::FromSQL('RT::Tickets=HASH(0xafae994)', '(Owner = "Nobody" OR Owner = "datreides") AND Type = "reminder" AND (Status = "new" OR Status = "open") AND Due > "1970-01-01"') called at /usr/local/rt-3.6.1/share/html/Elements/MyReminders line 69 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaa 1b19c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /usr/local/rt-3.6.1/share/html/Elements/MyRT line 87 HTML::Mason::Commands::_show('HASH(0xac440cc)') called at /usr/local/rt-3.6.1/share/html/Elements/MyRT line 61 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa9 e1be0)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /usr/local/rt-3.6.1/local/html/index.html line 79 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 f9924)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS H(0xade0cbc)') called at /usr/local/rt-3.6.1/share/html/autohandler line 279 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 8e8fc)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa de0cbc)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH andler=HASH(0xade0cbc)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H ASH(0x8c77308)', 'Apache2::RequestRec=SCALAR(0xaf25724)') called at /usr/local/rt-3.6.1/bin/webmux.pl line 123 eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xaf25724)') called at -e line 0 eval {...} at -e line 0 Keep up with me and what I'm up to: http://theillien.blogspot.com From rfh at pipex.net Wed Aug 1 13:01:09 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 01 Aug 2007 18:01:09 +0100 Subject: [rt-users] Error writing to rt.log In-Reply-To: <46B0BB4B.7010108@yahoo.com> References: <46B0BB4B.7010108@yahoo.com> Message-ID: <46B0BC55.7060104@pipex.net> most likely permissions on rt.log .. make sure your web user can write to rt.log chown your_web_user:your_web_group rt.log Roy Mathew Snyder wrote: > I just cleared out a 35GB rt.log file. Now, people are getting intermittent errors: > > > > System error > > error: Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log': at > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124. > > context: > ... > 120: } > 121: else > 122: { > 123: $fh = $self->{fh}; > 124: print $fh $p{message} > 125: or die "Cannot write to '$self->{filename}': $!"; > 126: } > 127: } > 128: > ... > code stack: > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm:124 > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm:41 > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:95 > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:74 > /usr/local/rt-3.6.1/lib/RT/Interface/Web.pm:1637 > /usr/local/rt-3.6.1/share/html/Search/Build.html:227 > /usr/local/rt-3.6.1/share/html/autohandler:279 > > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log': at > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124. > > > > > > Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm > line 129 > > HTML::Mason::Exceptions::rethrow_exception('Cannot write to > \'/usr/local/rt-3.6.1/var/log/rt.log\': at > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.^J') > called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124 > > Log::Dispatch::File::log_message('Log::Dispatch::File=HASH(0xa7e6a64)', > 'level', 'warning', 'name', 'rtlog', 'message', '[Wed Aug 1 16:27:01 > 2007] [warning]: Use of uninitialized value in pattern match (m//) at > /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637. > (/usr/local/rt-3.6.1//lib/RT/Interface/Web.pm:1637)^J') called at > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm line 41 > > Log::Dispatch::Output::log(undef, 'level', 'warning', 'name', 'rtlog', > 'message', 'Use of uninitialized value in pattern match (m//) at > /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.^J') called at > /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm line 95 > > Log::Dispatch::_log_to('Log::Dispatch=HASH(0xa68d768)', 'level', > 'warning', 'name', 'rtlog', 'message', 'Use of uninitialized value in > pattern match (m//) at /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line > 1637.^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm > line 74 > > Log::Dispatch::log(undef, 'level', 'warning', 'message', 'Use of > uninitialized value in pattern match (m//) at > /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.^J') called at > /usr/local/rt-3.6.1/lib/RT/Interface/Web.pm line 1637 > > HTML::Mason::Commands::_parse_saved_search(undef) called at > /usr/local/rt-3.6.1/share/html/Search/Build.html line 227 > > HTML::Mason::Commands::__ANON__('Order', 'ASC|ASC|ASC|ASC', 'Query', ' > Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', > 'id|||', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__\ > ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__ small>\'', 'Page', 1, 'Rows', 50, 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__\ > ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__ small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', > 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xab > e62d0)', 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' > AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__\ > ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__ small>\'', 'Page', 1, 'Rows', 50, 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__\ > ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__ small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', > 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 > > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 1245 > > HTML::Mason::Request::comp(undef, undef, 'Order', 'ASC|ASC|ASC|ASC', > 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, > 'OrderBy', 'id|||', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__\ > ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__ small>\'', 'Page', 1, 'Rows', 50, 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__\ > ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__ small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', > 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914 > > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS > H(0xb1221f4)', 'Rows', 50, 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__\ > ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__ small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', > 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at > /usr/local/rt-3.6.1/share/html/autohandler line 279 > > HTML::Mason::Commands::__ANON__('Order', 'ASC|ASC|ASC|ASC', 'Query', ' > Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', > 'id|||', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__\ > ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__ small>\'', 'Page', 1) called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 > 90a08)', 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' > AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__\ > ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__ small>\'', 'Page', 1) called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 > > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 1245 > > HTML::Mason::Request::comp(undef, undef, undef, 'Order', > 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' AND Status = > \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\' href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ > ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit > y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< > small>__CreatedRelative__\',^J\'__ToldRelative__\ > ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__ small>\'', 'Page', 1) called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 > > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 459 > > eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm > line 411 > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb > 1221f4)') called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 > > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH > andler=HASH(0xb1221f4)') called at > /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H > ASH(0x8c77308)', 'Apache2::RequestRec=SCALAR(0xb20d680)') called at > /usr/local/rt-3.6.1/bin/webmux.pl line 123 > > eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123 > > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb20d680)') called at -e > line 0 > > eval {...} at -e line 0 > > > Any thoughts? > Mathew > From theillien at yahoo.com Wed Aug 1 13:04:13 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 01 Aug 2007 13:04:13 -0400 Subject: [rt-users] Error writing to rt.log In-Reply-To: References: <46B0BB4B.7010108@yahoo.com> Message-ID: <46B0BD0D.6090305@yahoo.com> I haven't changed the file. I cleared it out by running echo '' > rt.log The permissions are the same as they have always been and it is actually being written to. The problem is only intermittent. Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: > > On Aug 1, 2007, at 12:56 PM, Mathew Snyder wrote: > >> I just cleared out a 35GB rt.log file. Now, people are getting >> intermittent errors: > > Is the file in fact writable? Have you stopped and started your server? > >> >> >> System error >> >> error: Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log': at >> /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124. >> >> context: >> ... >> 120: } >> 121: else >> 122: { >> 123: $fh = $self->{fh}; >> 124: print $fh $p{message} >> 125: or die "Cannot write to '$self->{filename}': $!"; >> 126: } >> 127: } >> 128: >> ... >> code stack: >> /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm:124 >> /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm:41 >> /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:95 >> /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:74 >> /usr/local/rt-3.6.1/lib/RT/Interface/Web.pm:1637 >> /usr/local/rt-3.6.1/share/html/Search/Build.html:227 >> /usr/local/rt-3.6.1/share/html/autohandler:279 >> >> raw error >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> >> Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log': at >> /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124. >> >> >> >> >> >> Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm >> line 129 >> >> HTML::Mason::Exceptions::rethrow_exception('Cannot write to >> \'/usr/local/rt-3.6.1/var/log/rt.log\': at >> /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.^J') >> called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124 >> >> Log::Dispatch::File::log_message('Log::Dispatch::File=HASH(0xa7e6a64)', >> 'level', 'warning', 'name', 'rtlog', 'message', '[Wed Aug 1 16:27:01 >> 2007] [warning]: Use of uninitialized value in pattern match (m//) at >> /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637. >> (/usr/local/rt-3.6.1//lib/RT/Interface/Web.pm:1637)^J') called at >> /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm line 41 >> >> Log::Dispatch::Output::log(undef, 'level', 'warning', 'name', 'rtlog', >> 'message', 'Use of uninitialized value in pattern match (m//) at >> /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.^J') called at >> /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm line 95 >> >> Log::Dispatch::_log_to('Log::Dispatch=HASH(0xa68d768)', 'level', >> 'warning', 'name', 'rtlog', 'message', 'Use of uninitialized value in >> pattern match (m//) at /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line >> 1637.^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm >> line 74 >> >> Log::Dispatch::log(undef, 'level', 'warning', 'message', 'Use of >> uninitialized value in pattern match (m//) at >> /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.^J') called at >> /usr/local/rt-3.6.1/lib/RT/Interface/Web.pm line 1637 >> >> HTML::Mason::Commands::_parse_saved_search(undef) called at >> /usr/local/rt-3.6.1/share/html/Search/Build.html line 227 >> >> HTML::Mason::Commands::__ANON__('Order', 'ASC|ASC|ASC|ASC', 'Query', ' >> Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', >> 'id|||', 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\'> href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ >> ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit >> y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< >> small>__CreatedRelative__\',^J\'__ToldRelative__\ >> ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__> small>\'', 'Page', 1, 'Rows', 50, 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\'> href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ >> ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit >> y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< >> small>__CreatedRelative__\',^J\'__ToldRelative__\ >> ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__> small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', >> 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 >> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xab >> e62d0)', 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' >> AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' >> > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\'> href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ >> ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit >> y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< >> small>__CreatedRelative__\',^J\'__ToldRelative__\ >> ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__> small>\'', 'Page', 1, 'Rows', 50, 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\'> href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ >> ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit >> y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< >> small>__CreatedRelative__\',^J\'__ToldRelative__\ >> ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__> small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', >> 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 >> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm >> line 1245 >> >> HTML::Mason::Request::comp(undef, undef, 'Order', 'ASC|ASC|ASC|ASC', >> 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, >> 'OrderBy', 'id|||', 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\'> href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ >> ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit >> y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< >> small>__CreatedRelative__\',^J\'__ToldRelative__\ >> ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__> small>\'', 'Page', 1, 'Rows', 50, 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\'> href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ >> ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit >> y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< >> small>__CreatedRelative__\',^J\'__ToldRelative__\ >> ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__> small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', >> 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914 >> >> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HAS >> H(0xb1221f4)', 'Rows', 50, 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\'> href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ >> ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit >> y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< >> small>__CreatedRelative__\',^J\'__ToldRelative__\ >> ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__> small>\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'', >> 'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at >> /usr/local/rt-3.6.1/share/html/autohandler line 279 >> >> HTML::Mason::Commands::__ANON__('Order', 'ASC|ASC|ASC|ASC', 'Query', ' >> Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy', >> 'id|||', 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\'> href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ >> ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit >> y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< >> small>__CreatedRelative__\',^J\'__ToldRelative__\ >> ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__> small>\'', 'Page', 1) called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 >> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8 >> 90a08)', 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' >> AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' >> > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\'> href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ >> ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit >> y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< >> small>__CreatedRelative__\',^J\'__ToldRelative__\ >> ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__> small>\'', 'Page', 1) called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 >> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm >> line 1245 >> >> HTML::Mason::Request::comp(undef, undef, undef, 'Order', >> 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\' AND Status = >> \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\' > href="/Ticket/Display.html?id=__id__">__id__/TITLE:#\',^J\'> href="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject\ >> ',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit >> y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'< >> small>__CreatedRelative__\',^J\'__ToldRelative__\ >> ',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__> small>\'', 'Page', 1) called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 >> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm >> line 459 >> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm >> line 411 >> >> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb >> 1221f4)') called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 >> >> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH >> andler=HASH(0xb1221f4)') called at >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 >> >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H >> ASH(0x8c77308)', 'Apache2::RequestRec=SCALAR(0xb20d680)') called at >> /usr/local/rt-3.6.1/bin/webmux.pl line 123 >> >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123 >> >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb20d680)') called at -e >> line 0 >> >> eval {...} at -e line 0 >> >> >> Any thoughts? >> Mathew >> --Keep up with me and what I'm up to: http://theillien.blogspot.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 joliver at john-oliver.net Wed Aug 1 13:05:24 2007 From: joliver at john-oliver.net (John Oliver) Date: Wed, 1 Aug 2007 10:05:24 -0700 Subject: [rt-users] Default password In-Reply-To: <46AFAF6E.2020801@up-south.com> References: <20070731203332.GE23448@ns.sdsitehosting.net> <20070731204706.GA24564@ns.sdsitehosting.net> <46AFA059.6010208@up-south.com> <20070731214940.GC25660@ns.sdsitehosting.net> <46AFAF6E.2020801@up-south.com> Message-ID: <20070801170524.GD26010@ns.sdsitehosting.net> On Tue, Jul 31, 2007 at 02:53:50PM -0700, Chaim Rieger wrote: > John Oliver wrote: > >I shouldn't have to manually add a 'root' user. Right? > > > > > > after use rt3 do show tables > then > select * from Users > > is root in there ? No. But the tables are there... [root at rt3 ~]# mysql -h ntdbs01 -u rt_user -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 18 Server version: 5.0.22 Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> use rt3; Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changed mysql> show tables; +-------------------------+ | Tables_in_rt3 | +-------------------------+ | ACL | | Attachments | | Attributes | | CachedGroupMembers | | CustomFieldValues | | CustomFields | | GroupMembers | | Groups | | Links | | ObjectCustomFieldValues | | ObjectCustomFields | | Principals | | Queues | | ScripActions | | ScripConditions | | Scrips | | Templates | | Tickets | | Transactions | | Users | | sessions | +-------------------------+ 21 rows in set (0.00 sec) Absolutely bizarre. OK, how do I add a root user correctly? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From rfh at pipex.net Wed Aug 1 13:09:42 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 01 Aug 2007 18:09:42 +0100 Subject: [rt-users] Default password In-Reply-To: <20070801170524.GD26010@ns.sdsitehosting.net> References: <20070731203332.GE23448@ns.sdsitehosting.net> <20070731204706.GA24564@ns.sdsitehosting.net> <46AFA059.6010208@up-south.com> <20070731214940.GC25660@ns.sdsitehosting.net> <46AFAF6E.2020801@up-south.com> <20070801170524.GD26010@ns.sdsitehosting.net> Message-ID: <46B0BE56.8050803@pipex.net> Have you any users in your Users table, if not then I would recommend re-installing RT, cause you need more than just the root user like the user Nobody and RT_System. Rgds; Roy John Oliver wrote: > On Tue, Jul 31, 2007 at 02:53:50PM -0700, Chaim Rieger wrote: > >> John Oliver wrote: >> >>> I shouldn't have to manually add a 'root' user. Right? >>> >>> >>> >> after use rt3 do show tables >> then >> select * from Users >> >> is root in there ? >> > > No. > > But the tables are there... > > [root at rt3 ~]# mysql -h ntdbs01 -u rt_user -p > Enter password: > Welcome to the MySQL monitor. Commands end with ; or \g. > Your MySQL connection id is 18 > Server version: 5.0.22 > > Type 'help;' or '\h' for help. Type '\c' to clear the buffer. > > mysql> use rt3; > Reading table information for completion of table and column names > You can turn off this feature to get a quicker startup with -A > > Database changed > mysql> show tables; > +-------------------------+ > | Tables_in_rt3 | > +-------------------------+ > | ACL | > | Attachments | > | Attributes | > | CachedGroupMembers | > | CustomFieldValues | > | CustomFields | > | GroupMembers | > | Groups | > | Links | > | ObjectCustomFieldValues | > | ObjectCustomFields | > | Principals | > | Queues | > | ScripActions | > | ScripConditions | > | Scrips | > | Templates | > | Tickets | > | Transactions | > | Users | > | sessions | > +-------------------------+ > 21 rows in set (0.00 sec) > > Absolutely bizarre. > > OK, how do I add a root user correctly? > > From indy at civ.zcu.cz Wed Aug 1 12:57:47 2007 From: indy at civ.zcu.cz (Petr Grolmus) Date: Wed, 1 Aug 2007 18:57:47 +0200 (CEST) Subject: [rt-users] Ticket import problem Message-ID: Hi I'm trying to migrate tickets from RT2 to RT3 using rt2-to-rt3-1.26 Since I have all sorts of problems with migrating character encoding, I have decided to convert all texts in the dumped tickets to ASCII. However, though all the headers seem untouched by the conversion, I'm not able to import the resulting (coverted) files. In short, importing t-3.orig (attached) works while importing t-3.new does not. The error message I get is: ---------------- t-3: Couldn't load ../to/tickets-0/t-3 as a stored ticket. Trying as a dumped file [Wed Aug 1 16:55:41 2007] [crit]: Unrecognized character \x05 at ../to/tickets-0/t-3 line 1. Compilation failed in require at /root/rt2-to-rt3-1.26/dumpfile-to-rt-3.0 line 606. (/usr/share/request-tracker3.6/lib/RT.pm:317) Stack trace: RT::__ANON__() called at /root/rt2-to-rt3-1.26/dumpfile-to-rt-3.0:606 RT::import_tickets() called at /root/rt2-to-rt3-1.26/dumpfile-to-rt-3.0:401 Unrecognized character \x05 at ../to/tickets-0/t-3 line 1. Compilation failed in require at /root/rt2-to-rt3-1.26/dumpfile-to-rt-3.0 line 606. ---------------- Can you explain why this might be happaning and suggest a way to make this work? 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 -------------------------------------------------------------------------- -------------- next part -------------- A non-text attachment was scrubbed... Name: t-3.new Type: application/octet-stream Size: 8397 bytes Desc: URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: t-3.orig Type: application/octet-stream Size: 8397 bytes Desc: URL: From joliver at john-oliver.net Wed Aug 1 13:41:52 2007 From: joliver at john-oliver.net (John Oliver) Date: Wed, 1 Aug 2007 10:41:52 -0700 Subject: [rt-users] Default password In-Reply-To: <46B0BE56.8050803@pipex.net> References: <20070731203332.GE23448@ns.sdsitehosting.net> <20070731204706.GA24564@ns.sdsitehosting.net> <46AFA059.6010208@up-south.com> <20070731214940.GC25660@ns.sdsitehosting.net> <46AFAF6E.2020801@up-south.com> <20070801170524.GD26010@ns.sdsitehosting.net> <46B0BE56.8050803@pipex.net> Message-ID: <20070801174152.GA26639@ns.sdsitehosting.net> On Wed, Aug 01, 2007 at 06:09:42PM +0100, Roy El-Hames wrote: > Have you any users in your Users table, if not then I would recommend > re-installing RT, cause you need more than just the root user like the > user Nobody and RT_System. Reinstall??? Wouldn't dropping the database and re-running rt-setup-database, in theory, be sufficient? Which leads to another problem... [root at rt3 ~]# /usr/sbin/rt-setup-database --action init --dba rt_user --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on 10.12.14.149 as rt_user. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. readline() on closed filehandle SCHEMA_LOCAL at /usr/sbin/rt-setup-database line 192. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'rt_user'@'10.12.14.164' to database 'mysql' at /usr/sbin/rt-setup-database line 345. Problem with statement: USE mysql; Access denied for user 'rt_user'@'10.12.14.164' to database 'mysql' at /usr/sbin/rt-setup-database line 346. rt-setup-database apparantly can start setting up the database, but runs into a problem because it tries to access the 'mysql' database. I dropped the rt3 database and granted all to rt_user, but it still fails. So... what is the correct way to initialize the rt3 database? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From gregh at stevensind.com Wed Aug 1 15:41:20 2007 From: gregh at stevensind.com (Gregory Harper) Date: Wed, 01 Aug 2007 14:41:20 -0500 Subject: [rt-users] Attachments table of RT's Mysql database Message-ID: <46B0E1E0.6060404@stevensind.com> Hello everybody. We've been using RT for more than three months as part of our customer concern processes. Overall, things have been going well. The configuration includes Mysql, Apache2 and Postfix running on Ubuntu 6.06. I've made no modifications to the databases. The primary concern at this point is that the Attachments table of the Mysql database is growing significantly. Our CSR's want to attach PDFs, jpegs, etc. to the tickets with the jpegs usually created by our customers. The digital photos are the main culprit. I've read about scaling back the photos, creating thumbnails, etc. and we need to find a way to limit the attachment size prior to attachment. Has anyone else using RT had this type of problem? What are the best approaches for minimizing and controlling the size of the Attachments table? Any information, feedback and guidance are appreciated. thanks - Gregory Harper , Stevens Industries From jbrodley at sumtotalsystems.com Wed Aug 1 17:31:20 2007 From: jbrodley at sumtotalsystems.com (Justin Brodley) Date: Wed, 1 Aug 2007 14:31:20 -0700 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <46B0E1E0.6060404@stevensind.com> References: <46B0E1E0.6060404@stevensind.com> Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04E51572@blv-exch1.sumtotalsystems.com> We actually had to disable the attachment feature as we were having our customers attach enormous files and killed our DB processing. Ultimately we are looking into rewriting the attachment feature to store the attachments on the web server to alleviate this overhead from the DB. I understand that the attachment table also stores all updates to a ticket, not just the attachments. Justin Brodley? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Harper Sent: Wednesday, August 01, 2007 12:41 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Attachments table of RT's Mysql database Hello everybody. We've been using RT for more than three months as part of our customer concern processes. Overall, things have been going well. The configuration includes Mysql, Apache2 and Postfix running on Ubuntu 6.06. I've made no modifications to the databases. The primary concern at this point is that the Attachments table of the Mysql database is growing significantly. Our CSR's want to attach PDFs, jpegs, etc. to the tickets with the jpegs usually created by our customers. The digital photos are the main culprit. I've read about scaling back the photos, creating thumbnails, etc. and we need to find a way to limit the attachment size prior to attachment. Has anyone else using RT had this type of problem? What are the best approaches for minimizing and controlling the size of the Attachments table? Any information, feedback and guidance are appreciated. thanks - Gregory Harper , Stevens Industries _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 r at elhames.co.uk Wed Aug 1 17:47:59 2007 From: r at elhames.co.uk (Raed El-Hames) Date: Wed, 1 Aug 2007 22:47:59 +0100 Subject: [rt-users] Default password References: <20070731203332.GE23448@ns.sdsitehosting.net><20070731204706.GA24564@ns.sdsitehosting.net><46AFA059.6010208@up-south.com><20070731214940.GC25660@ns.sdsitehosting.net><46AFAF6E.2020801@up-south.com><20070801170524.GD26010@ns.sdsitehosting.net><46B0BE56.8050803@pipex.net> <20070801174152.GA26639@ns.sdsitehosting.net> Message-ID: <002501c7d485$a0eeec60$55c593c3@tiger> Yes all you need is ~]# /usr/sbin/rt-setup-database and all mysql related stuff as per the read me .. have a look at the wiki installation document it explains how to deal with your error. Roy ----- Original Message ----- From: "John Oliver" To: Sent: Wednesday, August 01, 2007 6:41 PM Subject: Re: [rt-users] Default password > On Wed, Aug 01, 2007 at 06:09:42PM +0100, Roy El-Hames wrote: > > Have you any users in your Users table, if not then I would recommend > > re-installing RT, cause you need more than just the root user like the > > user Nobody and RT_System. > > Reinstall??? > > Wouldn't dropping the database and re-running rt-setup-database, in > theory, be sufficient? > > Which leads to another problem... > > [root at rt3 ~]# /usr/sbin/rt-setup-database --action init --dba rt_user > --prompt-for-dba-password > In order to create or update your RT database,this script needs to > connect to your mysql instance on 10.12.14.149 as rt_user. > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: > Now creating a database for RT. > Creating mysql database rt3. > Now populating database schema. > Creating database schema. > readline() on closed filehandle SCHEMA_LOCAL at > /usr/sbin/rt-setup-database line 192. > Done setting up database schema. > Now inserting database ACLs > DBD::mysql::st execute failed: Access denied for user > 'rt_user'@'10.12.14.164' to database 'mysql' at > /usr/sbin/rt-setup-database line 345. > Problem with statement: > USE mysql; > Access denied for user 'rt_user'@'10.12.14.164' to database 'mysql' at > /usr/sbin/rt-setup-database line 346. > > > rt-setup-database apparantly can start setting up the database, but runs > into a problem because it tries to access the 'mysql' database. I > dropped the rt3 database and granted all to rt_user, but it still fails. > So... what is the correct way to initialize the rt3 database? > > -- > *********************************************************************** > * 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 ruz at bestpractical.com Wed Aug 1 18:39:18 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 2 Aug 2007 02:39:18 +0400 Subject: [rt-users] Default password In-Reply-To: <20070801174152.GA26639@ns.sdsitehosting.net> References: <20070731203332.GE23448@ns.sdsitehosting.net> <20070731204706.GA24564@ns.sdsitehosting.net> <46AFA059.6010208@up-south.com> <20070731214940.GC25660@ns.sdsitehosting.net> <46AFAF6E.2020801@up-south.com> <20070801170524.GD26010@ns.sdsitehosting.net> <46B0BE56.8050803@pipex.net> <20070801174152.GA26639@ns.sdsitehosting.net> Message-ID: <589c94400708011539l6a86e76dtd1f83a236099f63e@mail.gmail.com> On 8/1/07, John Oliver wrote: > On Wed, Aug 01, 2007 at 06:09:42PM +0100, Roy El-Hames wrote: > > Have you any users in your Users table, if not then I would recommend > > re-installing RT, cause you need more than just the root user like the > > user Nobody and RT_System. > > Reinstall??? > > Wouldn't dropping the database and re-running rt-setup-database, in > theory, be sufficient? should > > Which leads to another problem... > > [root at rt3 ~]# /usr/sbin/rt-setup-database --action init --dba rt_user > --prompt-for-dba-password > In order to create or update your RT database,this script needs to > connect to your mysql instance on 10.12.14.149 as rt_user. > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: > Now creating a database for RT. > Creating mysql database rt3. > Now populating database schema. > Creating database schema. > readline() on closed filehandle SCHEMA_LOCAL at > /usr/sbin/rt-setup-database line 192. > Done setting up database schema. > Now inserting database ACLs > DBD::mysql::st execute failed: Access denied for user > 'rt_user'@'10.12.14.164' to database 'mysql' at > /usr/sbin/rt-setup-database line 345. > Problem with statement: > USE mysql; > Access denied for user 'rt_user'@'10.12.14.164' to database 'mysql' at > /usr/sbin/rt-setup-database line 346. > > > rt-setup-database apparantly can start setting up the database, but runs > into a problem because it tries to access the 'mysql' database. I > dropped the rt3 database and granted all to rt_user, but it still fails. > So... what is the correct way to initialize the rt3 database? Here is the DatabaseRTHost option in the config that comes into play. Set it to '10.12.14.164' before running `make initdb`. As well you can use --with-db-rt-host option of the configure script to set it, note that you MUST run `make install` again before `make initdb` in this case. > > -- > *********************************************************************** > * 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 > -- Best regards, Ruslan. From kristian.davies at gmail.com Thu Aug 2 06:01:26 2007 From: kristian.davies at gmail.com (Kristian Davies) Date: Thu, 2 Aug 2007 11:01:26 +0100 Subject: [rt-users] Missing/Hiding history post upgrade Message-ID: I was wondering if someone could shed some light on my little problem. I have rt running on machine A with 45k tickets in production use. I thought I would do a couple of test upgrades on machine B. A is running Apache1.x, mysql4,redhat7.2, rt 3.0.7 . B is Apache2+mod_perl, mysql5,CentOS4.4, RT3.6.4 perl5.8.8. I followed the upgrade instructions and ran the schema/acl/insert updates for each version, deleted Mason/obj (if there was data). I still get the following messages when I click on a ticket. I also get the second error message if I click on 'basic'. Apart from this, everything seems to work, I even get the history if I click on history. Thanks very muchly for any light shedders out there... -Kristian (Message when i click on a ticket) error: RT::Queue::TicketCustomFields Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/ShowSummary line 57) 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/ShowSummary:57 /opt/rt3/share/html/Ticket/Display.html:58 /opt/rt3/share/html/Widgets/TitleBox:51 /opt/rt3/share/html/Ticket/Display.html:59 /opt/rt3/share/html/autohandler:291 (message when I click on basic) error: RT::Queue::TicketCustomFields Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Modify.html line 67) 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/Modify.html:67 /opt/rt3/share/html/autohandler:291 From shildreth at allantgroup.com Thu Aug 2 10:34:09 2007 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Thu, 02 Aug 2007 09:34:09 -0500 Subject: [rt-users] History Display for a Ticket Message-ID: <1186065249.1079.7.camel@scotth.emsphone.com> I know I must be missing something obvious hear, but I can't find the answer. I've had complaints about updates not displaying for a ticket. The email would go out, but the reply was not shown in the Ticket History. I looked into it and saw the data was there just not displaying on the web page. So I set the $OldestTransactionsFirst to '0' and the data showed up to the top of the history. This turned to be an option the users wanted anyways. My question is how do you access the history data that is not showing on the page? Thanks. -- Scott T. Hildreth From pgoffin at mtl-inst.com Thu Aug 2 10:44:57 2007 From: pgoffin at mtl-inst.com (Paul Goffin) Date: Thu, 2 Aug 2007 15:44:57 +0100 Subject: [rt-users] Configuring Apache for RT Message-ID: I've just been trying to set up RT on Fedora 7 and hit the same problem reported in the list. I've found that if I make my document root /usr/share/rt3/html then RT works. If not - i.e., if I leave my root at /var/www/html and put in a link to /usr/share/rt3/html, I get the error message about mod_perl, etc. Any ideas? Paul. _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From slackamp at gmail.com Thu Aug 2 12:20:07 2007 From: slackamp at gmail.com (slamp slamp) Date: Thu, 2 Aug 2007 12:20:07 -0400 Subject: [rt-users] needs clarification on Cc and Bcc Message-ID: <78926d250708020920v2a082240x4d03339121a8ef5d@mail.gmail.com> ticket is owned by nobody. ticket has multiple Cc's. two e-mail goes out. one e-mail only has one recipient (the e-mail address of RT itself). 2nd e-mail has the RT e-mail address and ALL Cc's. How can I prevent the 2nd e-mail from going out? How can I have RT only show the RT e-mail address in the e-mail but also send the correspondence to all that is in the Cc's. We want to prevent a user from hitting Reply All and thus getting duplicate e-mails. Thanks for you help. From sunlist at yahoo.com Thu Aug 2 12:25:21 2007 From: sunlist at yahoo.com (mailing list) Date: Thu, 2 Aug 2007 09:25:21 -0700 (PDT) Subject: [rt-users] Using RTx::shredder (v0.06) Message-ID: <763505.9122.qm@web63811.mail.re1.yahoo.com> How can I use RTx shredder (v0.06) to do the following: Permanently remove users and tickets? The tickets have been deleted, but do I need to remove it from the database? http://search.cpan.org/dist/RTx-Shredder/sbin/rtx-shredder has some syntax, but I'm not 100% certain on how to proceed. Does the below example permanently remove tickets from the queue "General" even though the tickets have been deleted? (ie. status,deleted) Additionally, does this reset the ticket numbering? (ie. remove #11-20, next new ticket is #11, 12, and so on) rtx-shredder --plugin 'Tickets=status,deleted;queue,general' And does rtx-shredder --plugin 'Users=' remove the user? I like to be certain of the syntax before touching the database, thank you for your help. Regards, Mike ____________________________________________________________________________________ Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online. http://smallbusiness.yahoo.com/webhosting From KFCrocker at lbl.gov Thu Aug 2 12:27:08 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 02 Aug 2007 09:27:08 -0700 Subject: [rt-users] History Display for a Ticket In-Reply-To: <1186065249.1079.7.camel@scotth.emsphone.com> References: <1186065249.1079.7.camel@scotth.emsphone.com> Message-ID: <46B205DC.6090805@lbl.gov> Scott, Normally, I would say that giving the privilege "ShowOutgoingEmail" would do the trick. It works just like "ShowTicketComments". Having rights like "SeeQueue" and "ShowTicket" does not do the trick alone. However, I am now a little confused hearing that flipping the switch on $OldestTransactionsFirst did the trick. Unless you had already granted that privilege ("ShowOutgoingEmail") and the descending order was the problem. Interesting. Kenn LBNL Scott T. Hildreth wrote: > I know I must be missing something obvious hear, but I can't find the > answer. I've had complaints about updates not displaying for a ticket. > The email would go out, but the reply was not shown in the Ticket > History. I looked into it and saw the data was there just not > displaying on the web page. So I set the $OldestTransactionsFirst > to '0' and the data showed up to the top of the history. This turned > to be an option the users wanted anyways. My question is how do you > access the history data that is not showing on the page? > > > Thanks. > From KFCrocker at lbl.gov Thu Aug 2 12:32:31 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 02 Aug 2007 09:32:31 -0700 Subject: [rt-users] needs clarification on Cc and Bcc In-Reply-To: <78926d250708020920v2a082240x4d03339121a8ef5d@mail.gmail.com> References: <78926d250708020920v2a082240x4d03339121a8ef5d@mail.gmail.com> Message-ID: <46B2071F.1010801@lbl.gov> slamp, What kind of transaction triggered the notifications? As to keeping user's from hitting ReplyAll, we had to train/educate them as well as modify our templates to include the declaration "DO NOT REPLYALL on this E_mail!". It worked. We do not have any users getting duplicate e_mails or creating extra tickets from their reply. Your problem may also be with the kind of global/Queue notification scrips you have in place. Kenn LBNL slamp slamp wrote: > ticket is owned by nobody. > ticket has multiple Cc's. > > two e-mail goes out. > one e-mail only has one recipient (the e-mail address of RT itself). > 2nd e-mail has the RT e-mail address and ALL Cc's. > > How can I prevent the 2nd e-mail from going out? How can I have RT > only show the RT e-mail address in the e-mail but also send the > correspondence to all that is in the Cc's. > > We want to prevent a user from hitting Reply All and thus getting > duplicate e-mails. > > Thanks for you help. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From shildreth at allantgroup.com Thu Aug 2 12:53:09 2007 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Thu, 02 Aug 2007 11:53:09 -0500 Subject: [rt-users] History Display for a Ticket In-Reply-To: <46B205DC.6090805@lbl.gov> References: <1186065249.1079.7.camel@scotth.emsphone.com> <46B205DC.6090805@lbl.gov> Message-ID: <1186073589.1079.10.camel@scotth.emsphone.com> On Thu, 2007-08-02 at 09:27 -0700, Kenneth Crocker wrote: > Scott, > > > Normally, I would say that giving the privilege "ShowOutgoingEmail" > would do the trick. It works just like "ShowTicketComments". Having > rights like "SeeQueue" and "ShowTicket" does not do the trick alone. > However, I am now a little confused hearing that flipping the switch on > $OldestTransactionsFirst did the trick. Maybe, I didn't explain it right. They can see the replies & email it is that all the history does not display on the page. By reversing the order the newer transactions fill the page now and the older history is not displaying. I'm wondering if this is some sort of limit set? > Unless you had already granted > that privilege ("ShowOutgoingEmail") and the descending order was the > problem. Interesting. > > > Kenn > LBNL > > > Scott T. Hildreth wrote: > > I know I must be missing something obvious hear, but I can't find the > > answer. I've had complaints about updates not displaying for a ticket. > > The email would go out, but the reply was not shown in the Ticket > > History. I looked into it and saw the data was there just not > > displaying on the web page. So I set the $OldestTransactionsFirst > > to '0' and the data showed up to the top of the history. This turned > > to be an option the users wanted anyways. My question is how do you > > access the history data that is not showing on the page? > > > > > > Thanks. > > -- Scott T. Hildreth From Deepika.Bhatia at prosum.com Thu Aug 2 12:43:44 2007 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Thu, 2 Aug 2007 09:43:44 -0700 Subject: [rt-users] (no subject) Message-ID: All: I was wondering if there are any special considerations that I need to worry about when moving the backend database from MySQL to Oracle. There are two things I am definitely curious about. 1. The data stored in MySQL as longtext or blobs to clobs in Oracle. I have heard that the migration from blob to clob is never smooth. Any advice regarding how to handle this would be certainly appreciated. Any other issues while doing the conversion? 2. The passwords in RT are stored in the database in the encrypted format. Is the decryption done at the application level or at the database level. I am assuming if it is done at the application level, it shouldn't matter if the data is simply converted from mySQL to Oracle. Is there anything special that needs to be done regarding converting the passwords. Thanks! Deepika. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris.poupart at mcgill.ca Thu Aug 2 12:56:25 2007 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Thu, 02 Aug 2007 12:56:25 -0400 Subject: [rt-users] Custome Field Problem on Upgrade to 3.6.1 Message-ID: <46B20CB9.1000403@mcgill.ca> Hi, I recently upgraded my installation from 3.2.2 to 3.6.1 and it would seem as though the custom fields were not properly modified in the database. I have ensured that my users have SeeCustomFields, etc, but nothing works. I have a similar problem with the RTFM upgrade -- all of the custom fields are no longer there (making the RTFM fairly useless at the moment as well!) My logs give this error when any page loads that is supposed to contain a custom field: ----- RT: RT::Handle=HASH(0x98badec) couldn't execute the query 'SELECT DISTINCT main.* FROM CustomFields main , ObjectCustomFields ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId = '0')) AND ((main.Disabled = '0')) AND ((main.LookupType = 'RT::Queue-RT::Ticket')) AND ((main.id = ObjectCustomFields_1.CustomField)) ORDER BY main.SortOrder ASC, main.id ASC ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 518 ^IDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x98badec)', 'SELECT DISTINCT main.* FROM CustomFields main , ObjectCustomF...') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 231 ^IDBIx::SearchBuilder::_DoSearch('RT::CustomFields=HASH(0xa5a4670)') called at /usr/share/request-tracker3.6/lib/RT/CustomFields_Overlay.pm line 170 ^IRT::CustomFields::_DoSearch('RT::CustomFields=HASH(0xa5a4670)') called at /usr/share/perl5/DBIx/SearchBuilder.pm line 491 ^IDBIx::SearchBuilder::Next('RT::CustomFields=HASH(0xa5a4670)') called at /usr/share/request-tracker3.6/lib/R ----- The problem seems to stem from a lack of the main.LookupType column. Any ideas on how to properly resolve this would be much appreciated. -- Chris From chris.poupart at mcgill.ca Thu Aug 2 13:09:26 2007 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Thu, 02 Aug 2007 13:09:26 -0400 Subject: [rt-users] Custome Field Problem on Upgrade to 3.6.1 In-Reply-To: <46B20CB9.1000403@mcgill.ca> References: <46B20CB9.1000403@mcgill.ca> Message-ID: <46B20FC6.1060100@mcgill.ca> OK, going over the upgrade scripts, I missed this error. When I try to run "rt-setup-database --action schema" with a text containing the 3.3.0 RT mysql schema updates related to the custom field modifications (including LookupType column), I get the following error, which doesn't make sense to me since there is no mention of that table in the schema file: ---- Creating database schema. readline() on closed filehandle SCHEMA_LOCAL at /usr/sbin/rt-setup-database line 223. Problem with statement: CREATE TABLE Attachments ( id INTEGER NOT NULL AUTO_INCREMENT, TransactionId integer NOT NULL , Parent integer NOT NULL DEFAULT 0 , MessageId varchar(160) NULL , Subject varchar(255) NULL , Filename varchar(255) NULL , ContentType varchar(80) NULL , ContentEncoding varchar(80) NULL , Content LONGTEXT NULL , Headers LONGTEXT NULL , Creator integer NOT NULL DEFAULT 0 , Created DATETIME NULL , PRIMARY KEY (id) ) TYPE=InnoDB Table 'Attachments' already exists at /usr/sbin/rt-setup-database line 243. ---- -- Chris Chris Poupart wrote: > Hi, > > I recently upgraded my installation from 3.2.2 to 3.6.1 and it would > seem as though the custom fields were not properly modified in the > database. > > I have ensured that my users have SeeCustomFields, etc, but nothing > works. > > I have a similar problem with the RTFM upgrade -- all of the custom > fields are no longer there (making the RTFM fairly useless at the > moment as well!) > > My logs give this error when any page loads that is supposed to > contain a custom field: > > ----- > RT: RT::Handle=HASH(0x98badec) couldn't execute the query 'SELECT > DISTINCT main.* FROM CustomFields main , ObjectCustomFields > ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId = '0')) > AND ((main.Disabled = '0')) AND ((main.LookupType = > 'RT::Queue-RT::Ticket')) AND ((main.id = > ObjectCustomFields_1.CustomField)) ORDER BY main.SortOrder ASC, > main.id ASC ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line > 518 > ^IDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x98badec)', > 'SELECT DISTINCT main.* FROM CustomFields main , ObjectCustomF...') > called at /usr/share/perl5/DBIx/SearchBuilder.pm line 231 > ^IDBIx::SearchBuilder::_DoSearch('RT::CustomFields=HASH(0xa5a4670)') > called at /usr/share/request-tracker3.6/lib/RT/CustomFields_Overlay.pm > line 170 > ^IRT::CustomFields::_DoSearch('RT::CustomFields=HASH(0xa5a4670)') > called at /usr/share/perl5/DBIx/SearchBuilder.pm line 491 > ^IDBIx::SearchBuilder::Next('RT::CustomFields=HASH(0xa5a4670)') called > at /usr/share/request-tracker3.6/lib/R > ----- > > The problem seems to stem from a lack of the main.LookupType column. > > Any ideas on how to properly resolve this would be much appreciated. > > -- Chris > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From joliver at john-oliver.net Thu Aug 2 14:09:40 2007 From: joliver at john-oliver.net (John Oliver) Date: Thu, 2 Aug 2007 11:09:40 -0700 Subject: [rt-users] Default password In-Reply-To: <589c94400708011539l6a86e76dtd1f83a236099f63e@mail.gmail.com> References: <20070731203332.GE23448@ns.sdsitehosting.net> <20070731204706.GA24564@ns.sdsitehosting.net> <46AFA059.6010208@up-south.com> <20070731214940.GC25660@ns.sdsitehosting.net> <46AFAF6E.2020801@up-south.com> <20070801170524.GD26010@ns.sdsitehosting.net> <46B0BE56.8050803@pipex.net> <20070801174152.GA26639@ns.sdsitehosting.net> <589c94400708011539l6a86e76dtd1f83a236099f63e@mail.gmail.com> Message-ID: <20070802180940.GE22785@ns.sdsitehosting.net> On Thu, Aug 02, 2007 at 02:39:18AM +0400, Ruslan Zakirov wrote: > Here is the DatabaseRTHost option in the config that comes into play. > Set it to '10.12.14.164' before running `make initdb`. As well you can > use --with-db-rt-host option of the configure script to set it, note > that you MUST run `make install` again before `make initdb` in this > case. Ahh! Now I'm getting closer. [root at rt3 ~]# /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 10.12.14.149 as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. readline() on closed filehandle SCHEMA_LOCAL at /usr/sbin/rt-setup-database line 192. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 345. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_user@'10.12.14.164' IDENTIFIED BY '***********'; Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 346. On the MySQL server, I did: grant all on *.* to 'root'@'10.12.14.164' identified by '********' but am still getting that error. Thanks! -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From slackamp at gmail.com Thu Aug 2 14:32:18 2007 From: slackamp at gmail.com (slamp slamp) Date: Thu, 2 Aug 2007 14:32:18 -0400 Subject: [rt-users] help with script. Message-ID: <78926d250708021132o66b57c97g4280a6f1c156ce2b@mail.gmail.com> Currently I have this script to notify AdminCc on correspond when a ticket is owned by Nobody. Condition: User Defined Action: Notify AdminCcs Template: Global template: Correspondence Stage: TransactionCreate if (($self->TransactionObj->Type eq "Correspond") and ($self->TicketObj->OwnerObj->Id == $RT::Nobody->Id)) { return(1); } else { return(undef); } How do I edit this so it will not send to AdminCcs that are already part of the Cc? The reason being I also have another scrip that adds a corresponder as a Cc. From jmoseley at corp.xanadoo.com Thu Aug 2 14:44:41 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Thu, 2 Aug 2007 13:44:41 -0500 Subject: [rt-users] Default password In-Reply-To: <20070802180940.GE22785@ns.sdsitehosting.net> Message-ID: Well, sounds like you have a mysql problem now. While logged into your RT host, and assuming you have a mysql client installed, can you successfully connect the mysqld instance on 10.12.14.164? What happens when you do: mysql -u root -p -h 10.12.14.164 What about: mysql -u root -p -h 10.12.14.164 rt3 In the examples above, you will be prompted for the password. James Moseley John Oliver To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] Default password 08/02/2007 01:09 PM On Thu, Aug 02, 2007 at 02:39:18AM +0400, Ruslan Zakirov wrote: > Here is the DatabaseRTHost option in the config that comes into play. > Set it to '10.12.14.164' before running `make initdb`. As well you can > use --with-db-rt-host option of the configure script to set it, note > that you MUST run `make install` again before `make initdb` in this > case. Ahh! Now I'm getting closer. [root at rt3 ~]# /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 10.12.14.149 as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. readline() on closed filehandle SCHEMA_LOCAL at /usr/sbin/rt-setup-database line 192. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 345. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_user@'10.12.14.164' IDENTIFIED BY '***********'; Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 346. On the MySQL server, I did: grant all on *.* to 'root'@'10.12.14.164' identified by '********' but am still getting that error. Thanks! -- *********************************************************************** * 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 theillien at yahoo.com Thu Aug 2 14:44:59 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 02 Aug 2007 14:44:59 -0400 Subject: [rt-users] Exclude queue from 10 Newest Unowned Tickets Message-ID: <46B2262B.5000105@yahoo.com> I'm not seeing anything obvious in the Configuration menu to do this. Is it possible? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From theillien at yahoo.com Thu Aug 2 14:46:45 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 02 Aug 2007 14:46:45 -0400 Subject: [rt-users] Exclude queue from 10 Newest Unowned Tickets In-Reply-To: <46B2262B.5000105@yahoo.com> References: <46B2262B.5000105@yahoo.com> Message-ID: <46B22695.3050901@yahoo.com> Nevermind...I've yet again found the solution AFTER asking about it. shame on me. Keep up with me and what I'm up to: http://theillien.blogspot.com Mathew Snyder wrote: > I'm not seeing anything obvious in the Configuration menu to do this. Is it > possible? > From gleduc at mail.sdsu.edu Thu Aug 2 14:52:32 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 02 Aug 2007 11:52:32 -0700 Subject: [rt-users] help with script. In-Reply-To: <78926d250708021132o66b57c97g4280a6f1c156ce2b@mail.gmail.co m> References: <78926d250708021132o66b57c97g4280a6f1c156ce2b@mail.gmail.com> Message-ID: <6.2.1.2.2.20070802114324.02567570@mail.sdsu.edu> You could try this: 1. Copy the Correspondence template into a new custom template. 2. Add some code to the template that reads in the AdminCcs and Ccs, then makes a mailing list from those AdminCc members that are not in the Cc list. 3. Change the scrip action to: Notify Other Recipients; you have to supply your own list of recipients (step 2) in the template. Have fun! Gene At 11:32 AM 8/2/2007, slamp slamp wrote: >Currently I have this script to notify AdminCc on correspond when a >ticket is owned by Nobody. > >Condition: User Defined >Action: Notify AdminCcs >Template: Global template: Correspondence >Stage: TransactionCreate > >if (($self->TransactionObj->Type eq "Correspond") and >($self->TicketObj->OwnerObj->Id == $RT::Nobody->Id)) { return(1); } >else { return(undef); } > >How do I edit this so it will not send to AdminCcs that are already >part of the Cc? The reason being I also have another scrip that adds a >corresponder as a Cc. -- Gene LeDuc, GSEC Security Analyst San Diego State University From chris.poupart at mcgill.ca Thu Aug 2 15:00:30 2007 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Thu, 02 Aug 2007 15:00:30 -0400 Subject: [rt-users] Exclude queue from 10 Newest Unowned Tickets In-Reply-To: <46B22695.3050901@yahoo.com> References: <46B2262B.5000105@yahoo.com> <46B22695.3050901@yahoo.com> Message-ID: <46B229CE.2090601@mcgill.ca> If you don't mind me asking... what was the solution? Last time I tried to adjust that, I triggered a bug and caused all of the links on the 10 Newest Unowned Tickets to disappear. -- Chris Mathew Snyder wrote: > Nevermind...I've yet again found the solution AFTER asking about it. > > shame on me. > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Mathew Snyder wrote: > >> I'm not seeing anything obvious in the Configuration menu to do this. Is it >> possible? >> >> From theillien at yahoo.com Thu Aug 2 15:03:37 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 02 Aug 2007 15:03:37 -0400 Subject: [rt-users] Exclude queue from 10 Newest Unowned Tickets In-Reply-To: <46B229CE.2090601@mcgill.ca> References: <46B2262B.5000105@yahoo.com> <46B22695.3050901@yahoo.com> <46B229CE.2090601@mcgill.ca> Message-ID: <46B22A89.4050505@yahoo.com> When you click on the Edit link on the header it will take you to Preferences->RT at a glance->Customize "N" Newest Unowned Tickets. At the top will be a link that called "Search - Unowned Tickets". I'm guessing one has to have Admin rights in RT to be able to do this. Keep up with me and what I'm up to: http://theillien.blogspot.com Chris Poupart wrote: > If you don't mind me asking... what was the solution? > > Last time I tried to adjust that, I triggered a bug and caused all of > the links on the 10 Newest Unowned Tickets to disappear. > > -- Chris > > Mathew Snyder wrote: >> Nevermind...I've yet again found the solution AFTER asking about it. >> >> shame on me. >> >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> >> >> Mathew Snyder wrote: >> >>> I'm not seeing anything obvious in the Configuration menu to do >>> this. Is it >>> possible? >>> >>> > From chris.poupart at mcgill.ca Thu Aug 2 15:21:23 2007 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Thu, 02 Aug 2007 15:21:23 -0400 Subject: [rt-users] Exclude queue from 10 Newest Unowned Tickets In-Reply-To: <46B22A89.4050505@yahoo.com> References: <46B2262B.5000105@yahoo.com> <46B22695.3050901@yahoo.com> <46B229CE.2090601@mcgill.ca> <46B22A89.4050505@yahoo.com> Message-ID: <46B22EB3.4060502@mcgill.ca> That changes things globally though, if I am not mistaken. I was hoping for a solution that allowed a per-user change (namely, for me, who can see all of our queues, but really I only deal with 5 or 6 of them on a regular basis). Ah well. Thanks. -- Chris Mathew Snyder wrote: > When you click on the Edit link on the header it will take you to > Preferences->RT at a glance->Customize "N" Newest Unowned Tickets. At the top > will be a link that called "Search - Unowned Tickets". > > I'm guessing one has to have Admin rights in RT to be able to do this. > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Chris Poupart wrote: > >> If you don't mind me asking... what was the solution? >> >> Last time I tried to adjust that, I triggered a bug and caused all of >> the links on the 10 Newest Unowned Tickets to disappear. >> >> -- Chris >> >> Mathew Snyder wrote: >> >>> Nevermind...I've yet again found the solution AFTER asking about it. >>> >>> shame on me. >>> >>> Keep up with me and what I'm up to: http://theillien.blogspot.com >>> >>> >>> Mathew Snyder wrote: >>> >>> >>>> I'm not seeing anything obvious in the Configuration menu to do >>>> this. Is it >>>> possible? >>>> >>>> >>>> From joe.casadonte at oracle.com Thu Aug 2 15:22:19 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Thu, 02 Aug 2007 15:22:19 -0400 Subject: [rt-users] 3rd party reply on a ticket creates a new ticket Message-ID: <46B22EEB.5060103@oracle.com> Using RT 3.6.3.... I have the following situation: * user A creates a ticket copying list B * user C (a member of B) replies to the ticket with more information * a second ticket is created, even though user C's email was tagged correctly in the subject line If user C is directly CC'd (instead of through an email list, which RT obviously has no way of knowing about), then the reply goes into the original ticket as desired. Is there a way to prevent RT from creating a new ticket when anyone replies to a ticket? Thanks! -- 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 joliver at john-oliver.net Thu Aug 2 16:41:16 2007 From: joliver at john-oliver.net (John Oliver) Date: Thu, 2 Aug 2007 13:41:16 -0700 Subject: [rt-users] Default password In-Reply-To: References: <20070802180940.GE22785@ns.sdsitehosting.net> Message-ID: <20070802204116.GB26056@ns.sdsitehosting.net> On Thu, Aug 02, 2007 at 01:44:41PM -0500, James Moseley wrote: > Well, sounds like you have a mysql problem now. While logged into your RT > host, and assuming you have a mysql client installed, can you successfully > connect the mysqld instance on 10.12.14.164? What happens when you do: > > mysql -u root -p -h 10.12.14.164 > > What about: > > mysql -u root -p -h 10.12.14.164 rt3 > > In the examples above, you will be prompted for the password. There is no MySQL running on .164 MySQL is on .149 I'm absolutely sure that this is a MySQL issue... it appears that "root" on .164 doesn't have the correct privileges on .149 I tried to at least temporarily give root at 10.12.14.164 full access on .149 but it didn't work as expected. My first guess is that rt-setup-database is trying to be too selective in the permissions it's granting... we can see that it's trying to give GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE to rt_user, so maybe when it creates the rt3 database it is using something other than ALL for 'root'? > Access denied for user 'root'@'10.12.14.164' to database 'rt3' at > /usr/sbin/rt-setup-database line 346. Since 'root'@'10.12.14.164' created rt3, that's the only reason I can think of that it's failing... the creator doesn't have enough privileges, or is assuming that the database is on localhost, if that makes a difference. > On Thu, Aug 02, 2007 at 02:39:18AM +0400, Ruslan Zakirov wrote: > > Here is the DatabaseRTHost option in the config that comes into play. > > Set it to '10.12.14.164' before running `make initdb`. As well you can > > use --with-db-rt-host option of the configure script to set it, note > > that you MUST run `make install` again before `make initdb` in this > > case. > > Ahh! > > Now I'm getting closer. > > [root at rt3 ~]# /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 10.12.14.149 as root. > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: > Now creating a database for RT. > Creating mysql database rt3. > Now populating database schema. > Creating database schema. > readline() on closed filehandle SCHEMA_LOCAL at > /usr/sbin/rt-setup-database line 192. > Done setting up database schema. > Now inserting database ACLs > DBD::mysql::st execute failed: Access denied for user > 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database > line 345. > Problem with statement: > GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO > rt_user@'10.12.14.164' IDENTIFIED BY '***********'; > Access denied for user 'root'@'10.12.14.164' to database 'rt3' at > /usr/sbin/rt-setup-database line 346. > > > On the MySQL server, I did: > > grant all on *.* to 'root'@'10.12.14.164' identified by '********' > > but am still getting that error. > > Thanks! -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From shildreth at allantgroup.com Thu Aug 2 17:17:59 2007 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Thu, 02 Aug 2007 16:17:59 -0500 Subject: [rt-users] RTx::Shredder - make test Message-ID: <1186089479.1079.27.camel@scotth.emsphone.com> This looks like an error, but all the tests pass. t/00load............ok t/00skeleton........ok t/01basics..........ok t/01ticket..........ok t/02group_member....ok t/02queue...........ok 1/16DBD::SQLite::db prepare failed: no such column: main.Queue(1) at dbdimp.c line 271 at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465. RT::Handle=HASH(0x8fecbb8) couldn't prepare the query 'SELECT main.* FROM CustomFields main WHERE (main.Disabled = '0') AND (main.Queue = '3') ORDER BY main.SortOrder ASC, main.id ASC 'no such column: main.Queue(1) at dbdimp.c line 271 t/02queue...........ok 2/16DBD::SQLite::db prepare failed: no such column: main.Queue(1) at dbdimp.c line 271 at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465. RT::Handle=HASH(0x8f96a34) couldn't prepare the query 'SELECT main.* FROM CustomFields main WHERE (main.Disabled = '0') AND (main.Queue = '3') ORDER BY main.SortOrder ASC, main.id ASC 'no such column: main.Queue(1) at dbdimp.c line 271 DBD::SQLite::db prepare failed: no such column: main.Queue(1) at dbdimp.c line 271 at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465. RT::Handle=HASH(0x99b6318) couldn't prepare the query 'SELECT main.* FROM CustomFields main WHERE (main.Disabled = '0') AND (main.Queue = '3') ORDER BY main.SortOrder ASC, main.id ASC 'no such column: main.Queue(1) at dbdimp.c line 271 t/02queue...........ok 8/16DBD::SQLite::db prepare failed: no such column: main.Queue(1) at dbdimp.c line 271 at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465. RT::Handle=HASH(0x9a37ce4) couldn't prepare the query 'SELECT main.* FROM CustomFields main WHERE (main.Disabled = '0') AND (main.Queue = '3') ORDER BY main.SortOrder ASC, main.id ASC 'no such column: main.Queue(1) at dbdimp.c line 271 t/02queue...........ok 12/16Odd number of elements in hash assignment at /usr/local/rt-3.6.4/lib/RT/Group_Overlay.pm line 464. DBD::SQLite::db prepare failed: no such column: main.Queue(1) at dbdimp.c line 271 at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 465. RT::Handle=HASH(0x9a0fbdc) couldn't prepare the query 'SELECT main.* FROM CustomFields main WHERE (main.Disabled = '0') AND (main.Queue = '3') ORDER BY main.SortOrder ASC, main.id ASC 'no such column: main.Queue(1) at dbdimp.c line 271 t/02queue...........ok t/02template........ok t/02user............ok t/03plugin..........ok t/03plugin_users....ok All tests successful. Files=10, Tests=109, 35 wallclock secs (22.02 cusr + 4.52 csys = 26.54 CPU) -- Scott T. Hildreth From jmoseley at corp.xanadoo.com Thu Aug 2 17:26:15 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Thu, 2 Aug 2007 16:26:15 -0500 Subject: [rt-users] Default password In-Reply-To: <20070802204116.GB26056@ns.sdsitehosting.net> Message-ID: Sorry, I got the IP addresses backwards. What I wanted you to figure out was if you could connect to the db server from the RT server using the 'root' user via mysql client. From the RT server try: mysql -u root -p -h 10.12.14.149 What about: mysql -u root -p -h 10.12.14.149 rt3 If you can connect successfully to the rt3 database using the 2nd command above, try creating a test table: mysql> create table testing123; If your manual connection attempts to the mysql database or your table creation attempt fails, then you simply haven't set your permissions correctly for the root user. At that point, I would suggest you read the mysql help pages regarding grant permission syntax: http://dev.mysql.com/doc/refman/5.0/en/grant.html Also, disable selinux on the DB server, if applicable. James Moseley John Oliver To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] Default password 08/02/2007 03:41 PM On Thu, Aug 02, 2007 at 01:44:41PM -0500, James Moseley wrote: > Well, sounds like you have a mysql problem now. While logged into your RT > host, and assuming you have a mysql client installed, can you successfully > connect the mysqld instance on 10.12.14.164? What happens when you do: > > mysql -u root -p -h 10.12.14.164 > > What about: > > mysql -u root -p -h 10.12.14.164 rt3 > > In the examples above, you will be prompted for the password. There is no MySQL running on .164 MySQL is on .149 I'm absolutely sure that this is a MySQL issue... it appears that "root" on .164 doesn't have the correct privileges on .149 I tried to at least temporarily give root at 10.12.14.164 full access on .149 but it didn't work as expected. My first guess is that rt-setup-database is trying to be too selective in the permissions it's granting... we can see that it's trying to give GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE to rt_user, so maybe when it creates the rt3 database it is using something other than ALL for 'root'? > Access denied for user 'root'@'10.12.14.164' to database 'rt3' at > /usr/sbin/rt-setup-database line 346. Since 'root'@'10.12.14.164' created rt3, that's the only reason I can think of that it's failing... the creator doesn't have enough privileges, or is assuming that the database is on localhost, if that makes a difference. > On Thu, Aug 02, 2007 at 02:39:18AM +0400, Ruslan Zakirov wrote: > > Here is the DatabaseRTHost option in the config that comes into play. > > Set it to '10.12.14.164' before running `make initdb`. As well you can > > use --with-db-rt-host option of the configure script to set it, note > > that you MUST run `make install` again before `make initdb` in this > > case. > > Ahh! > > Now I'm getting closer. > > [root at rt3 ~]# /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 10.12.14.149 as root. > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: > Now creating a database for RT. > Creating mysql database rt3. > Now populating database schema. > Creating database schema. > readline() on closed filehandle SCHEMA_LOCAL at > /usr/sbin/rt-setup-database line 192. > Done setting up database schema. > Now inserting database ACLs > DBD::mysql::st execute failed: Access denied for user > 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database > line 345. > Problem with statement: > GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO > rt_user@'10.12.14.164' IDENTIFIED BY '***********'; > Access denied for user 'root'@'10.12.14.164' to database 'rt3' at > /usr/sbin/rt-setup-database line 346. > > > On the MySQL server, I did: > > grant all on *.* to 'root'@'10.12.14.164' identified by '********' > > but am still getting that error. > > Thanks! -- *********************************************************************** * 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 ruslan.zakirov at gmail.com Thu Aug 2 17:24:44 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 3 Aug 2007 01:24:44 +0400 Subject: [rt-users] Re: Using RTx::shredder (v0.06) In-Reply-To: <763505.9122.qm@web63811.mail.re1.yahoo.com> References: <763505.9122.qm@web63811.mail.re1.yahoo.com> Message-ID: <589c94400708021424xfed1d88yc35382ddbc5a4388@mail.gmail.com> On 8/2/07, mailing list wrote: > How can I use RTx shredder (v0.06) to do the following: > > Permanently remove users and tickets? The tickets have been deleted, but do I > need to remove it from the database? No need in general case, as I know most users of a shredder cleanup spam using it or tickets with big mail loops. > > http://search.cpan.org/dist/RTx-Shredder/sbin/rtx-shredder has some syntax, > but I'm not 100% certain on how to proceed. > > Does the below example permanently remove tickets from the queue "General" even > though the tickets have been deleted? (ie. status,deleted) Additionally, does It's exactly shredder's task to delete records from the DB, however shredder writes dumps so you can restore things. > this reset the ticket numbering? (ie. remove #11-20, next new ticket is #11, > 12, and so on) no, it doesn't. You can do it using DB's features, but I don't recommend it as it wouldn't allow you to restore tickets from dumps. > > rtx-shredder --plugin 'Tickets=status,deleted;queue,general' this call delete 10 (see option limit) tickets in general queue with status equal to deleted. > > And does rtx-shredder --plugin 'Users=' remove the user? yes, however it deletes only disabled users. > > I like to be certain of the syntax before touching the database, thank you for > your help. I recommend people to be accurate, but I did tried to write this tool as safe as possible, it had bugs, in all cases that were bugs related to leaving some info in the DB, but not deleting more than you ask. > > Regards, > > > Mike > > > > > ____________________________________________________________________________________ > Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online. > http://smallbusiness.yahoo.com/webhosting > -- Best regards, Ruslan. From sunlist at yahoo.com Thu Aug 2 18:05:29 2007 From: sunlist at yahoo.com (mailing list) Date: Thu, 2 Aug 2007 15:05:29 -0700 (PDT) Subject: [rt-users] Re: Using RTx::shredder (v0.06) In-Reply-To: <589c94400708021424xfed1d88yc35382ddbc5a4388@mail.gmail.com> Message-ID: <428476.97891.qm@web63804.mail.re1.yahoo.com> --- Ruslan Zakirov wrote: > > rtx-shredder --plugin 'Tickets=status,deleted;queue,general' > this call delete 10 (see option limit) tickets in general queue with > status equal to deleted. Excellent, the above command works, and it writes an SQL timestamped file. > > And does rtx-shredder --plugin 'Users=' remove the user? > yes, however it deletes only disabled users. I searched for disabled users and the user "Mike" does shows up in RT. However, I cannot removed the disabled user. The below command returns as follow, and the SQL file is empty rtx-shredder --plugin 'Users=Mike' SQL dump file is '/opt/rt3/local/sbin/20070802T214537-0001.sql' Couldn't load plugin Error: Plugin doesn't support argument(s): Mike Regards, Mike ____________________________________________________________________________________ Luggage? GPS? Comic books? Check out fitting gifts for grads at Yahoo! Search http://search.yahoo.com/search?fr=oni_on_mail&p=graduation+gifts&cs=bz From ruslan.zakirov at gmail.com Thu Aug 2 18:31:33 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 3 Aug 2007 02:31:33 +0400 Subject: [rt-users] Re: Using RTx::shredder (v0.06) In-Reply-To: <428476.97891.qm@web63804.mail.re1.yahoo.com> References: <589c94400708021424xfed1d88yc35382ddbc5a4388@mail.gmail.com> <428476.97891.qm@web63804.mail.re1.yahoo.com> Message-ID: <589c94400708021531p64357a1y89a23be767d1b79e@mail.gmail.com> On 8/3/07, mailing list wrote: > > --- Ruslan Zakirov wrote: > > > > rtx-shredder --plugin 'Tickets=status,deleted;queue,general' > > this call delete 10 (see option limit) tickets in general queue with > > status equal to deleted. > > Excellent, the above command works, and it writes an SQL timestamped file. > > > > > And does rtx-shredder --plugin 'Users=' remove the user? > > yes, however it deletes only disabled users. > > I searched for disabled users and the user "Mike" does shows up in RT. > However, I cannot removed the disabled user. The below command returns as > follow, and the SQL file is empty > > rtx-shredder --plugin 'Users=Mike' > SQL dump file is '/opt/rt3/local/sbin/20070802T214537-0001.sql' > Couldn't load plugin > Error: Plugin doesn't support argument(s): Mike rtx-shredder --plugin 'Users=name,Mike' syntax is --plugin 'PluginName=ArgumentName,ArgumentValue;ArgumentName,ArgumentValue' may be it's crappy, but I didn't come up with a better one and nobody suggested something better. > > Regards, > > Mike > > > > ____________________________________________________________________________________ > Luggage? GPS? Comic books? > Check out fitting gifts for grads at Yahoo! Search > http://search.yahoo.com/search?fr=oni_on_mail&p=graduation+gifts&cs=bz > -- Best regards, Ruslan. From Kris.Boutilier at scrd.bc.ca Thu Aug 2 18:39:20 2007 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Thu, 2 Aug 2007 15:39:20 -0700 Subject: [rt-users] 3rd party reply on a ticket creates a new ticket In-Reply-To: <46B22EEB.5060103@oracle.com> Message-ID: <2A80CD54CCAF3846A1029DA4653D2A65012D537D@trillian.scrd.ad> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Joe Casadonte > Sent: Thursday, August 02, 2007 12:22 PM > To: rt-users > Subject: [rt-users] 3rd party reply on a ticket creates a new ticket > > Using RT 3.6.3.... > > I have the following situation: > > * user A creates a ticket copying list B > * user C (a member of B) replies to the ticket with more information > * a second ticket is created, even though user C's email was tagged > correctly in the subject line > > If user C is directly CC'd (instead of through an email list, > which RT obviously has no way of knowing about), then the > reply goes into the original ticket as desired. Is there a > way to prevent RT from creating a new ticket when anyone > replies to a ticket? > {clip} Are you certain that User C is replying to the email generated by RT and not to the message that User A cc:ed to the list? We have experienced the same behavior where User A sends a new request directly to RT and CC's many additional users. One or more of those users enter into a debate using 'Reply All' and each and every reply to that exchange of emails lacks the RT subject line prefix and so spawns a raft of new tickets. As a I understand it it's only the lack of a valid subject line prefix that will cause RT to spawn a new ticket. We're looking for a way to have RT just reject messages that it's cc:ed into, period, to avoid this situation. I suspect that would have to occur at the MTA level but I'm not certain how we'd do that as we're using the Sendmail aliases table. Kris Boutilier Information Services Coordinator Sunshine Coast Regional District From ian.marlier at studentuniverse.com Fri Aug 3 00:01:06 2007 From: ian.marlier at studentuniverse.com (Ian Marlier) Date: Fri, 03 Aug 2007 00:01:06 -0400 Subject: [rt-users] 3rd party reply on a ticket creates a new ticket In-Reply-To: <2A80CD54CCAF3846A1029DA4653D2A65012D537D@trillian.scrd.ad> Message-ID: On 8/2/07 6:39 PM, "Kris Boutilier" wrote: >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >> Of Joe Casadonte >> Sent: Thursday, August 02, 2007 12:22 PM >> To: rt-users >> Subject: [rt-users] 3rd party reply on a ticket creates a new ticket >> >> Using RT 3.6.3.... >> >> I have the following situation: >> >> * user A creates a ticket copying list B >> * user C (a member of B) replies to the ticket with more information >> * a second ticket is created, even though user C's email was tagged >> correctly in the subject line >> >> If user C is directly CC'd (instead of through an email list, >> which RT obviously has no way of knowing about), then the >> reply goes into the original ticket as desired. Is there a >> way to prevent RT from creating a new ticket when anyone >> replies to a ticket? >> > {clip} > > Are you certain that User C is replying to the email generated by RT and > not to the message that User A cc:ed to the list? We have experienced > the same behavior where User A sends a new request directly to RT and > CC's many additional users. One or more of those users enter into a > debate using 'Reply All' and each and every reply to that exchange of > emails lacks the RT subject line prefix and so spawns a raft of new > tickets. As a I understand it it's only the lack of a valid subject line > prefix that will cause RT to spawn a new ticket. > > We're looking for a way to have RT just reject messages that it's cc:ed > into, period, to avoid this situation. I suspect that would have to > occur at the MTA level but I'm not certain how we'd do that as we're > using the Sendmail aliases table. Just as an aside on this thread, possibly most of interest to Best Practical: I'm using effectively the same setup that Kris describes above. Almost all of my users describe themselves as very satisfied with the RT system, but that this particular situation (multiple tickets opening due to CC's, etc) is their one significant complaint. The signal-to-noise ratio becomes significantly smaller, depending on the config of specific queues. (Yes, I have some picky users) I've often wondered whether it would be possible to do some kind of an (optional) caching mechanism for message bodies; if greater than, say, 90% of the text of a cached message body is contained in a new request, then assume that the two are related (or just create a single-click link to merge the two, or something). In my experience, a body-text-cache that held that text for 60 minutes would be sufficient to eliminate all but a few stragglers of this particular type of annoyance. Perhaps not feasible...but if it was, it would be neato :-) - Ian From pgoffin at mtl-inst.com Fri Aug 3 05:48:38 2007 From: pgoffin at mtl-inst.com (Paul Goffin) Date: Fri, 3 Aug 2007 10:48:38 +0100 Subject: [rt-users] More About Requestor Message-ID: My RT 3.6.3 system is up and running but it appears to be missing a feature that was available on 3.4.x systems. When viewing a ticket, there used to be a panel on the page called "More About " which displayed other open tickets created by that requestor. It's vanished on 3.6.3. How do I get it back? Paul _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ignacio.vazquez at inteco.es Fri Aug 3 06:05:50 2007 From: ignacio.vazquez at inteco.es (Ignacio Vazquez Alvarez) Date: Fri, 3 Aug 2007 12:05:50 +0200 Subject: [rt-users] Error saving changes in Edit.html Message-ID: <4A0A57AB902FF9478570078691DCD99F687AEB@srv-mail.inteco.local> Hi everyone, We have: -RT 3.7.5 - DBIx-SearchBuilder-1.45. -RTFM 2.2 ORC5 -RT-IR 2.1.5 -Apache 1.3.34 / FastCgi Hello, If I try to edit an Incident or an Incident Report and I click in Save Changes, i get this error: error: Can't call method "id" on an undefined value at /opt/rt3/lib/RT/Interface/Web.pm line 1179. context: ... 1175: next unless $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d+)-(.*)$/; 1176: 1177: 1178: my $Object = $args{'Object'} if exists $args{'Object'}; 1179: my $id = $Object->id || 0; 1180: 1181: # For each of those objects, find out what custom fields we want to work with. 1182: $custom_fields_to_mod{ $1 }{ $2 || $id }{ $3 }{ $4 } = $ARGSRef->{ $arg }; 1183: } ... code stack: /opt/rt3/lib/RT/Interface/Web.pm:1179 /opt/rt3/lib/RT/Interface/Web.pm:1163 /opt/rt3/share/html/RTIR/Incident/Edit.html:181 /opt/rt3/share/html/RTIR/Edit.html:232 /opt/rt3/share/html/autohandler:290 Can't call method "id" on an undefined value at /opt/rt3/lib/RT/Interface/Web.pm line 1179. Has anyone seen this before? Thanks in advance, Nacho. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Justin.Hayes at OrbisUK.com Fri Aug 3 06:43:14 2007 From: Justin.Hayes at OrbisUK.com (Justin Hayes) Date: Fri, 3 Aug 2007 11:43:14 +0100 Subject: [rt-users] Large number of SELECT queries run when displaying ticket Message-ID: <19275CBD-6545-431E-9749-44461639E89A@OrbisUK.com> Using RT 3.6.3 on Mysql 5.0.38 Some of our larger tickets are taking a long time to display (>10 seconds) so I thought I'd have a look to see where the time is spent. I've added Set($StatementLog, 'crit'); to my config file to see what queries are run and it seems like it runs a lot of queries just to display 1 ticket and it's history. I dumped all the queries run to display a ticket with 100 comments/ replies into a file 'just.out' and it's running approx 500 SELECT statements: rt at ceres:~/etc$ cat just.out | grep 'SELECT' | wc -l 491 For example this query is run: Aug 3 11:16:02 ceres RT: SQL(0.00s): SELECT DISTINCT main.Id AS id, main.Filename AS filename, main.ContentType AS contenttype, main.Headers AS headers, main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS contentencoding, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.Created AS created FROM Attachments main JOIN Transactions Transactions_1 ON ( Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2 ON ( Tickets_2.id = Transactions_1.ObjectId ) WHERE (Tickets_2.EffectiveId = '22526') AND (Transactions_1.ObjectType = 'RT::Ticket') ORDER BY main.id ASC ; (/opt/rt3/share/html/autohandler:320) Which returns 100 rows and then it runs one select for each Transaction: Aug 3 11:16:02 ceres RT: SQL(0.00s): SELECT * FROM Transactions WHERE id = ?; [ bound values: '197857' ] (/opt/rt3/share/html/autohandler:320) So you get 100 of those: rt at ceres:~/etc$ cat just.out | grep 'SELECT \* FROM Transactions' | wc -l 100 Just wondering why it does all those 'Select *'s? Couldn't the fields you want from Transactions be retrieved in the first query and iterate over that in code? Also it seems to be doing a large number of CustomField related queries. rt at ceres:~/etc$ cat just.out | grep 'CustomField' | wc -l 236 I've got 5 CustomFields at the ticket level. Why would it run 236 queries relating to CustomFields for 1 ticket? Maybe this is all normal, with perfectly good explanation. Or maybe my install is broken or maybe some of our customisations are causing it. Any thoughts/opinions welcome... Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From weser at osp-dd.de Thu Aug 2 07:35:11 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Thu, 02 Aug 2007 13:35:11 +0200 Subject: [rt-users] relogin necessary after changing/creating queue In-Reply-To: References: <46B0B759.6050501@osp-dd.de> Message-ID: <46B1C16F.2010207@osp-dd.de> Dear Jesse, thanks for the answer but isn't there a possibility to avoid this relogin? I wonder if nobody else has these problems...? It happens not just with changes in the queue (creation, change, even enabling/disabling the queue) but also when rights were changed etc. It's mentioned here too: http://wiki.bestpractical.com/view/RightsQuickStart It's ok if you know that problem but we will use RT for bug reporting and project management and since we act globally and many people will be involved it wouldn't be so nice to tell everybody to relogin after adding a new queue or something similar. Or if a relogin is unavoidable is there a way to force people to relogin after a change? I already tried to delete the Mason-cache like described in the README in case you want to update RT and I also deleted everything in /opt/rt3/var/session_data and restarted the apache but I had no success so far. I also checked every parameter in RT_Config.pm but haven't found many which could fit my needs in that case. Some I tried to overwrite but this didn't help either. I had a look at the code in /Elements/SelectQueue but since I haven't done anything in perl (yet) I didn't get very much out of it. Tried to uncomment here and there and changed the values of the variables but nothing provided the solution I am looking for. :( Cheers, Ben Jesse Vincent wrote: > > On Aug 1, 2007, at 12:39 PM, Benjamin Weser wrote: > >> Hello everybody, >> >> Whenever I create a queue or only change its name, this change will be >> visible after a relogin. >> I thought it could be a problem of cache so I looked for cache in the >> RT_Config.pm and found this entry which should be ok like it is: >> Set($WebFlushDbCacheEveryRequest, '1'); >> >> I also added >> Set($WebSessionClass , 'Apache::Session::File'); >> to my RT_SiteConfig.pm because it's possible that we will use >> non-ASCII-letters too but this didn't work either. >> >> There was no other entry which I would reference to this problem. Does >> anybody has a suggestion how this problem could be solved that changes >> to queues will be seen instantly? >> >> RT3.6.4 is running on an openSuSE10.2, Apache2.2.3, mysql5.0.26 and >> mod_perl2.0.2 since RT with fastcgi never worked here. >> > > Actually, that's /Elements/SelectQueue doing a bit of caching. > Otherwise, you'd be generating rather a few SQL queries on every page > load that are completely unnecessary 99.99% of the time. > > Best, > Jesse > >> >> Cheers, >> Ben >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From rfh at pipex.net Fri Aug 3 07:04:50 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 03 Aug 2007 12:04:50 +0100 Subject: [rt-users] Large number of SELECT queries run when displaying ticket In-Reply-To: <19275CBD-6545-431E-9749-44461639E89A@OrbisUK.com> References: <19275CBD-6545-431E-9749-44461639E89A@OrbisUK.com> Message-ID: <46B30BD2.2030009@pipex.net> Justin; Not sure if it'll help you ; I had the same issue, where tickets with 100 or so updates/comments were taking over 1 minute to display .. In our RT we do not use Transaction custom fields , so I commented out the following lines in ShowTransaction : %# if ($Transaction->CustomFieldValues->Count) { %# <& /Elements/ShowCustomFields, Object => $Transaction &> %#} And now these same tickets open in less that 10 seconds .. I think there is a bug in pulling transaction cf's, which until we start using them I wont need to worry about them. Roy Justin Hayes wrote: > Using RT 3.6.3 > on Mysql 5.0.38 > > Some of our larger tickets are taking a long time to display (>10 > seconds) so I thought I'd have a look to see where the time is spent. > > I've added Set($StatementLog, 'crit'); to my config file to see what > queries are run and it seems like it runs a lot of queries just to > display 1 ticket and it's history. > > I dumped all the queries run to display a ticket with 100 > comments/replies into a file 'just.out' and it's running approx 500 > SELECT statements: > rt at ceres:~/etc$ cat just.out | grep 'SELECT' | wc -l > 491 > > For example this query is run: > > Aug 3 11:16:02 ceres RT: SQL(0.00s): > SELECT > DISTINCT main.Id AS id, > main.Filename AS filename, > main.ContentType AS contenttype, > main.Headers AS headers, > main.Subject AS subject, > main.Parent AS parent, > main.ContentEncoding AS contentencoding, > main.ContentType AS contenttype, > main.TransactionId AS transactionid, > main.Created AS created > FROM > Attachments main JOIN Transactions Transactions_1 ON ( > Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2 ON ( > Tickets_2.id = Transactions_1.ObjectId ) > WHERE (Tickets_2.EffectiveId = '22526') AND (Transactions_1.ObjectType > = 'RT::Ticket') > ORDER BY main.id ASC ; (/opt/rt3/share/html/autohandler:320) > > Which returns 100 rows and then it runs one select for each Transaction: > > Aug 3 11:16:02 ceres RT: SQL(0.00s): > SELECT * FROM Transactions WHERE id = ?; [ bound values: '197857' ] > (/opt/rt3/share/html/autohandler:320) > > So you get 100 of those: > rt at ceres:~/etc$ cat just.out | grep 'SELECT \* FROM Transactions' | > wc -l > 100 > > Just wondering why it does all those 'Select *'s? Couldn't the fields > you want from Transactions be retrieved in the first query and iterate > over that in code? > > Also it seems to be doing a large number of CustomField related queries. > > rt at ceres:~/etc$ cat just.out | grep 'CustomField' | wc -l > 236 > > I've got 5 CustomFields at the ticket level. Why would it run 236 > queries relating to CustomFields for 1 ticket? > > Maybe this is all normal, with perfectly good explanation. Or maybe my > install is broken or maybe some of our customisations are causing it. > > Any thoughts/opinions welcome... > > Justin > ------------------------------------------------------ > Justin Hayes > Support Manager > justin.hayes at orbisuk.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 blindcoder at scavenger.homeip.net Fri Aug 3 07:11:43 2007 From: blindcoder at scavenger.homeip.net (Benjamin Schieder) Date: Fri, 3 Aug 2007 13:11:43 +0200 Subject: [rt-users] Ticket creation fails sporadically (RT 3.4.5) In-Reply-To: <20070724091339.GC16501@scavenger.homeip.net> References: <20070724091339.GC16501@scavenger.homeip.net> Message-ID: <20070803111143.GA30572@scavenger.homeip.net> Hasn't anyone got a solution to this? I'm not the first to report this, after all... On 24.07.2007 11:13:39, Benjamin Schieder wrote: > Hi List. > > I'm using RT 3.4.5 for a while now. Recently, load on the ticket > system has increased from a ticket a week to several tickets a > day. > > Now some users are experiencing problems with ticket creation. > When they create a new ticket using the webinterface, the ticket > is not always created. Mails are sent to users, but no ticket > appears in the database. > This has happened to several users in several different queues. > After a few (sometimes up to ten) retries, the ticket is finally > created and the mis-tries are also counted in the ticket numbers. > Example: Next ticket would be #300. Ticket creation fails 5 times, > then succeeds. Ticket number then is #305. > > I am, however, not able to reproduce this error on my workstation. > > The logfile indicates that "the mysql server has gone away". > Whatever that means. The MySQL server is located on the same machine > and spoken to via socket. > I've confirmed that CPU load was at near-100% idle and free RAM was > around 300 MB (according to `top'). > > A screenshot of the error is at: > https://pallas.crash-override.net/~blindcoder/RT-Fehler.jpg > The complete `debug'-level Logfile of an error (~170 kiB) is at: > https://pallas.crash-override.net/~blindcoder/log.txt > > > If any of you have an idea as to the root of the cause, I'd be > happy to hear about it :-) > > If there's an information needed that I missed, please also let me > know. > > > Greetings, > Benjamin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Benjamin 'blindCoder' Schieder Registered Linux User #289529: http://counter.li.org finger blindcoder at scavenger.homeip.net | gpg --import -- /lusr/bin/brain: received signal: SIGIDIOT -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From Justin.Hayes at OrbisUK.com Fri Aug 3 07:26:52 2007 From: Justin.Hayes at OrbisUK.com (Justin Hayes) Date: Fri, 3 Aug 2007 12:26:52 +0100 Subject: [rt-users] Large number of SELECT queries run when displayingticket In-Reply-To: <46B30BD2.2030009@pipex.net> References: <19275CBD-6545-431E-9749-44461639E89A@OrbisUK.com> <46B30BD2.2030009@pipex.net> Message-ID: Many thanks for that Roy. I applied the fix and it appears to have reduced the number of SELECTS: Before: rt at ceres:~/etc$ tail -f /var/log/syslog | grep SELECT >> just.out rt at ceres:~/etc$ cat just.out | grep 'SELECT' | wc -l 593 After: rt at ceres:~/etc$ rm just.out rt at ceres:~/etc$ tail -f /var/log/syslog | grep SELECT >> just.out rt at ceres:~/etc$ cat just.out | grep 'SELECT' | wc -l 364 Doesn't seem to be displaying any faster though, but fewer queries must be a good thing. Interestingly I've noticed some tickets with only 8 comments on that are also taking over 10 seconds. Then I'll look at the same ticket a bit later and it will only take 1 second to display. More than likely there's something else going on besides the sheer number of queries, but RT does seem to run an awful lot of them at times. Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com On 3 Aug 2007, at 12:04, Roy El-Hames wrote: > Justin; > Not sure if it'll help you ; > I had the same issue, where tickets with 100 or so updates/comments > were taking over 1 minute to display .. > In our RT we do not use Transaction custom fields , so I commented > out the following lines in ShowTransaction : > > %# if ($Transaction->CustomFieldValues->Count) { > %# <& /Elements/ShowCustomFields, Object => $Transaction &> > %#} > And now these same tickets open in less that 10 seconds .. > I think there is a bug in pulling transaction cf's, which until we > start using them I wont need to worry about them. > > Roy > > > > Justin Hayes wrote: >> Using RT 3.6.3 >> on Mysql 5.0.38 >> >> Some of our larger tickets are taking a long time to display (>10 >> seconds) so I thought I'd have a look to see where the time is spent. >> >> I've added Set($StatementLog, 'crit'); to my config file to see >> what queries are run and it seems like it runs a lot of queries >> just to display 1 ticket and it's history. >> >> I dumped all the queries run to display a ticket with 100 comments/ >> replies into a file 'just.out' and it's running approx 500 SELECT >> statements: >> rt at ceres:~/etc$ cat just.out | grep 'SELECT' | wc -l >> 491 >> >> For example this query is run: >> >> Aug 3 11:16:02 ceres RT: SQL(0.00s): >> SELECT >> DISTINCT main.Id AS id, >> main.Filename AS filename, >> main.ContentType AS contenttype, >> main.Headers AS headers, >> main.Subject AS subject, >> main.Parent AS parent, >> main.ContentEncoding AS contentencoding, >> main.ContentType AS contenttype, >> main.TransactionId AS transactionid, >> main.Created AS created >> FROM >> Attachments main JOIN Transactions Transactions_1 ON >> ( Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2 >> ON ( Tickets_2.id = Transactions_1.ObjectId ) >> WHERE (Tickets_2.EffectiveId = '22526') AND >> (Transactions_1.ObjectType = 'RT::Ticket') >> ORDER BY main.id ASC ; (/opt/rt3/share/html/autohandler:320) >> >> Which returns 100 rows and then it runs one select for each >> Transaction: >> >> Aug 3 11:16:02 ceres RT: SQL(0.00s): >> SELECT * FROM Transactions WHERE id = ?; [ bound values: >> '197857' ] (/opt/rt3/share/html/autohandler:320) >> >> So you get 100 of those: >> rt at ceres:~/etc$ cat just.out | grep 'SELECT \* FROM Transactions' >> | wc -l >> 100 >> >> Just wondering why it does all those 'Select *'s? Couldn't the >> fields you want from Transactions be retrieved in the first query >> and iterate over that in code? >> >> Also it seems to be doing a large number of CustomField related >> queries. >> >> rt at ceres:~/etc$ cat just.out | grep 'CustomField' | wc -l >> 236 >> >> I've got 5 CustomFields at the ticket level. Why would it run 236 >> queries relating to CustomFields for 1 ticket? >> >> Maybe this is all normal, with perfectly good explanation. Or >> maybe my install is broken or maybe some of our customisations are >> causing it. >> >> Any thoughts/opinions welcome... >> >> Justin >> ------------------------------------------------------ >> Justin Hayes >> Support Manager >> justin.hayes at orbisuk.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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elmessoussi.stage at gmail.com Fri Aug 3 07:39:53 2007 From: elmessoussi.stage at gmail.com (Essam EL MESSOUSSI) Date: Fri, 3 Aug 2007 11:39:53 +0000 Subject: [rt-users] Prob in installing RTx-Calendar-0.04 Message-ID: <2411a4250708030439j5f7bdb4if7adbda69608c7ce@mail.gmail.com> Hello everybody, I want to install RTx-Calendar-0.04. So to add MyCalendar to $HomepageComponents in etc/RT_SiteConfig.pm, I must add : Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); But when I want to add it, I find : Set($HomepageComponents, [qw(MyResolvedTickets.OLD Quicksearch OurOpenTickets MyResolvedTickets MyTickets MyClosedTickets MyModifiedTickets MyAdminQueues MySupportQueues)]); So, what I'm I have to do ? Thanks in advance Essam -------------- next part -------------- An HTML attachment was scrubbed... URL: From asips at nl.clara.net Fri Aug 3 07:46:33 2007 From: asips at nl.clara.net (Alain Sips) Date: Fri, 03 Aug 2007 13:46:33 +0200 Subject: [rt-users] Can't attach to an empty message Message-ID: <46B31599.8090404@nl.clara.net> In RT3.6.4 it seems that it is not possible to attach a file to a ticket if you leave the comment field empty. Is this expected behavior? And if so, is there an easy way to go around this? If you click comment on a ticket and you attach a file and leave the comment empty and press update Ticket, nothing is attached to the ticket (also no entry is found in the attachments table). Thanks, Alain From pape-rt at inf.fu-berlin.de Fri Aug 3 08:15:16 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 03 Aug 2007 14:15:16 +0200 Subject: [rt-users] relogin necessary after changing/creating queue In-Reply-To: <46B1C16F.2010207@osp-dd.de> References: <46B0B759.6050501@osp-dd.de> <46B1C16F.2010207@osp-dd.de> Message-ID: <3D76114A898C8C79D7F6E515@[192.168.1.7]> Hello, --Am 2. August 2007 13:35:11 +0200 schrieb Benjamin Weser : > I had a look at the code in /Elements/SelectQueue but since I haven't > done anything in perl (yet) I didn't get very much out of it. Tried to > uncomment here and there and changed the values of the variables but > nothing provided the solution I am looking for. :( the code you have to be performed is the following: delete $session{'create_in_queues'}; delete $session{'quick_search_queues'}; This is emptying the cache of queues which is stored in the $session object. But you have to decide where you want to perform it. Maybe you place a button somewhere? Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From barnesaw at ucrwcu.rwc.uc.edu Fri Aug 3 08:42:07 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 03 Aug 2007 08:42:07 -0400 Subject: [rt-users] Exclude queue from 10 Newest Unowned Tickets In-Reply-To: <46B22EB3.4060502@mcgill.ca> References: <46B2262B.5000105@yahoo.com> <46B22695.3050901@yahoo.com> <46B229CE.2090601@mcgill.ca> <46B22A89.4050505@yahoo.com> <46B22EB3.4060502@mcgill.ca> Message-ID: <46B3229F.6000201@ucrwcu.rwc.uc.edu> Save a custom search and add it in place of that block on the ata a glance page. Chris Poupart wrote: > That changes things globally though, if I am not mistaken. > > I was hoping for a solution that allowed a per-user change (namely, > for me, who can see all of our queues, but really I only deal with 5 > or 6 of them on a regular basis). > > Ah well. > > Thanks. > > -- Chris > > Mathew Snyder wrote: >> When you click on the Edit link on the header it will take you to >> Preferences->RT at a glance->Customize "N" Newest Unowned Tickets. >> At the top >> will be a link that called "Search - Unowned Tickets". >> >> I'm guessing one has to have Admin rights in RT to be able to do this. >> >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> >> >> Chris Poupart wrote: >> >>> If you don't mind me asking... what was the solution? >>> >>> Last time I tried to adjust that, I triggered a bug and caused all of >>> the links on the 10 Newest Unowned Tickets to disappear. >>> >>> -- Chris >>> >>> Mathew Snyder wrote: >>> >>>> Nevermind...I've yet again found the solution AFTER asking about it. >>>> >>>> shame on me. >>>> >>>> Keep up with me and what I'm up to: http://theillien.blogspot.com >>>> >>>> >>>> Mathew Snyder wrote: >>>> >>>> >>>>> I'm not seeing anything obvious in the Configuration menu to do >>>>> this. Is it >>>>> possible? >>>>> >>>>> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From joe.casadonte at oracle.com Fri Aug 3 08:58:11 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 03 Aug 2007 08:58:11 -0400 Subject: [rt-users] More About Requestor In-Reply-To: References: Message-ID: <46B32663.4010507@oracle.com> On 8/3/2007 5:48 AM, Paul Goffin wrote: > It's vanished on 3.6.3. > > How do I get it back? I've only used 3.6.3 so I don't know what the previous behavior was. In 3.6.3, though, you only get the "More About" if the requestor is not privileged. You can change this in local/html/Ticket/Elements/ShowRequestor. What I did was to add a new Group right ShowMoreAbout and then assigned that to groups that I wanted to have this privilege. I'll add it to the Wiki. -- 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 rfh at pipex.net Fri Aug 3 08:59:21 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 03 Aug 2007 13:59:21 +0100 Subject: [rt-users] callbacks howto Message-ID: <46B326A9.8080204@pipex.net> Hi; Re-submitting my Query Can someone give me few lines on how to use callbacks to customise RT, I want to add the CreateChildTicket callback as described in the Wiki but its not working for me, any one have any working Callback that is willing to share please. Regards; Roy From jesse at bestpractical.com Fri Aug 3 09:02:42 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 3 Aug 2007 09:02:42 -0400 Subject: [rt-users] More About Requestor In-Reply-To: References: Message-ID: On Aug 3, 2007, at 5:48 AM, Paul Goffin wrote: > > My RT 3.6.3 system is up and running but it appears to be missing a > feature that was available on 3.4.x systems. > > When viewing a ticket, there used to be a panel on the page called > "More About " which displayed other open tickets > created by that requestor. > > It's vanished on 3.6.3. It only shows up for unprivileged requestors by default. > > > How do I get it back? > > Paul > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Fri Aug 3 09:10:09 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 3 Aug 2007 09:10:09 -0400 Subject: [rt-users] Error saving changes in Edit.html In-Reply-To: <4A0A57AB902FF9478570078691DCD99F687AEB@srv-mail.inteco.local> References: <4A0A57AB902FF9478570078691DCD99F687AEB@srv-mail.inteco.local> Message-ID: On Aug 3, 2007, at 6:05 AM, Ignacio Vazquez Alvarez wrote: > Hi everyone, > > We have: > > -RT 3.7.5 > > - DBIx-SearchBuilder-1.45. > > -RTFM 2.2 ORC5 > > -RT-IR 2.1.5 > > -Apache 1.3.34 / FastCgi > > > > Hello, If I try to edit an Incident or an Incident Report and I > click in Save Changes, > > i get this error: > You likely want to come up to a more recent RT/RTIR snapshot. We've fixed a whole slew of bugs in the current development series. Best, Jesse -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From sunlist at yahoo.com Fri Aug 3 09:26:49 2007 From: sunlist at yahoo.com (mailing list) Date: Fri, 3 Aug 2007 06:26:49 -0700 (PDT) Subject: [rt-users] Re: Using RTx::shredder (v0.06) In-Reply-To: <589c94400708021531p64357a1y89a23be767d1b79e@mail.gmail.com> Message-ID: <958075.45124.qm@web63804.mail.re1.yahoo.com> --- Ruslan Zakirov wrote: > rtx-shredder --plugin 'Users=name,Mike' > > syntax is --plugin > 'PluginName=ArgumentName,ArgumentValue;ArgumentName,ArgumentValue' > may be it's crappy, but I didn't come up with a better one and nobody > suggested something better. Doh! on my part. The syntax is good, I need to be a bit more familiar with it. Thanks for the help and the application. Regards, Mike ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC From joe.casadonte at oracle.com Fri Aug 3 09:32:54 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 03 Aug 2007 09:32:54 -0400 Subject: [rt-users] More About Requestor In-Reply-To: <46B32663.4010507@oracle.com> References: <46B32663.4010507@oracle.com> Message-ID: <46B32E86.50000@oracle.com> On 8/3/2007 8:58 AM, Joe Casadonte wrote: > On 8/3/2007 5:48 AM, Paul Goffin wrote: > >> It's vanished on 3.6.3. >> >> How do I get it back? > > I've only used 3.6.3 so I don't know what the previous behavior was. In > 3.6.3, though, you only get the "More About" if the requestor is not > privileged. You can change this in > local/html/Ticket/Elements/ShowRequestor. > > What I did was to add a new Group right ShowMoreAbout and then assigned > that to groups that I wanted to have this privilege. I'll add it to the > Wiki. http://wiki.bestpractical.com/view/MoreAboutPrivilegedUsers -- 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 pgoffin at mtl-inst.com Fri Aug 3 09:43:20 2007 From: pgoffin at mtl-inst.com (Paul Goffin) Date: Fri, 3 Aug 2007 14:43:20 +0100 Subject: [rt-users] More About Requestor In-Reply-To: <46B32E86.50000@oracle.com> Message-ID: Thanks everyone. Paul Joe Casadonte wrote on 03/08/2007 14:32:54: > On 8/3/2007 8:58 AM, Joe Casadonte wrote: > > http://wiki.bestpractical.com/view/MoreAboutPrivilegedUsers > _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From elmessoussi.stage at gmail.com Fri Aug 3 11:21:53 2007 From: elmessoussi.stage at gmail.com (Essam EL MESSOUSSI) Date: Fri, 3 Aug 2007 15:21:53 +0000 Subject: [rt-users] Re: Prob in installing RTx-Calendar-0.04 In-Reply-To: <2411a4250708030439j5f7bdb4if7adbda69608c7ce@mail.gmail.com> References: <2411a4250708030439j5f7bdb4if7adbda69608c7ce@mail.gmail.com> Message-ID: <2411a4250708030821t11aa29d4nfa3fb2a9e219b40e@mail.gmail.com> Hello everybody, Finaly I replace in etc/RT_SiteConfig.pm the following line: Set($HomepageComponents, [qw(MyResolvedTickets.OLD Quicksearch OurOpenTickets MyResolvedTickets MyTickets MyClosedTickets MyModifiedTickets MyAdminQueues MySupportQueues)]); by the line Set($HomepageComponents, [qw(MyResolvedTickets.OLD Quicksearch MyCalendar OurOpenTickets MyResolvedTickets MyTickets MyClosedTickets MyModifiedTickets MyAdminQueues MySupportQueues)]); but when I Choose the "Calendar" in the menu "Tickets" it post me the following error : *System error* *error:* Can't locate object method "today" via package "DateTime" (perhaps you forgot to load "DateTime"?) at /opt/rt3/share/html/Search/Calendar.html line 136. *context:* *...* *132:* my @DateTypes = qw/Created Starts Started Due LastUpdated Resolved/; *133:* *134:* my $rtdate = RT::Date->new($session{'CurrentUser'}); *135:* *136:* my $today = DateTime->today; *137:* my $date = RTx::Calendar::FirstMonday($Year, $Month + 1); *138:* my $end = RTx::Calendar::LastSunday($Year, $Month + 1); *139:* *140:* # use this to loop over days until $end *...* *code stack:* /opt/rt3/share/html/Search/Calendar.html:136 /opt/rt3/share/html/autohandler:279 raw error <#raw> please, if someone have any idea how to resolve this problem, I will be very grateful. Essam 2007/8/3, Essam EL MESSOUSSI : > > Hello everybody, > > I want to install RTx-Calendar-0.04. > > So to add MyCalendar to $HomepageComponents in etc/RT_SiteConfig.pm, I > must add : > > Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar > MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); > > But when I want to add it, I find : > > Set($HomepageComponents, [qw(MyResolvedTickets.OLD Quicksearch > OurOpenTickets MyResolvedTickets MyTickets MyClosedTickets MyModifiedTickets > MyAdminQueues MySupportQueues)]); > > So, what I'm I have to do ? > > Thanks in advance > > Essam > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Fri Aug 3 11:24:58 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 03 Aug 2007 08:24:58 -0700 Subject: [rt-users] relogin necessary after changing/creating queue In-Reply-To: <3D76114A898C8C79D7F6E515@[192.168.1.7]> References: <46B0B759.6050501@osp-dd.de> <46B1C16F.2010207@osp-dd.de> <3D76114A898C8C79D7F6E515@[192.168.1.7]> Message-ID: <6.2.1.2.2.20070803082208.02513990@mail.sdsu.edu> Maybe put your code in the page that displays the queues and have it run every $Clear_Queue_Cache_Freq minutes, with that value set in RT_SiteConfig? At 05:15 AM 8/3/2007, Dirk Pape wrote: >Hello, > >--Am 2. August 2007 13:35:11 +0200 schrieb Benjamin Weser : > >>I had a look at the code in /Elements/SelectQueue but since I haven't >>done anything in perl (yet) I didn't get very much out of it. Tried to >>uncomment here and there and changed the values of the variables but >>nothing provided the solution I am looking for. :( > >the code you have to be performed is the following: > > delete $session{'create_in_queues'}; > delete $session{'quick_search_queues'}; > >This is emptying the cache of queues which is stored in the $session >object. But you have to decide where you want to perform it. Maybe you >place a button somewhere? > >Regards, Dirk. > >-- >Dr. Dirk Pape (eAS - Projektleitung Campus Management) >Freie Universitaet Berlin >Grunewaldstr. 34a, 12165 Berlin >Tel. +49 (30) 838 75143, Fax. +49 (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 -- Gene LeDuc, GSEC Security Analyst San Diego State University From joe.casadonte at ORACLE.COM Fri Aug 3 10:57:08 2007 From: joe.casadonte at ORACLE.COM (Joe Casadonte) Date: Fri, 03 Aug 2007 10:57:08 -0400 Subject: [rt-users] 3rd party reply on a ticket creates a new ticket In-Reply-To: <2A80CD54CCAF3846A1029DA4653D2A65012D537D@trillian.scrd.ad> References: <2A80CD54CCAF3846A1029DA4653D2A65012D537D@trillian.scrd.ad> Message-ID: <46B34244.5020307@oracle.com> On 8/2/2007 6:39 PM, Kris Boutilier wrote: > Are you certain that User C is replying to the email generated by RT and > not to the message that User A cc:ed to the list? It happened again this morning, and you are indeed correct; he responded to the original email, not the RT email. I thought I had researched this the last time I was going to post about it (and never did, obviously); I guess I failed to research it well enough. This is even worse, of course, as I don't know how to prevent the behavior, other than educating users. It's seriously annoying, having to manually merge the tickets all the time. -- 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 weser at osp-dd.de Fri Aug 3 12:01:39 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Fri, 03 Aug 2007 18:01:39 +0200 Subject: [rt-users] relogin necessary after changing/creating queue In-Reply-To: <6.2.1.2.2.20070803082208.02513990@mail.sdsu.edu> References: <46B0B759.6050501@osp-dd.de> <46B1C16F.2010207@osp-dd.de> <3D76114A898C8C79D7F6E515@[192.168.1.7]> <6.2.1.2.2.20070803082208.02513990@mail.sdsu.edu> Message-ID: <46B35163.6090300@osp-dd.de> I added the code into local/html/Elements/SelectQueue right at top of the init-Block. This works fine for me now and I don't think that it will cost too much performance. After all it's just a bloody web app and not a realtime animation or so. ;) Thanks for the two lines Dirk. Cheers, Ben Gene LeDuc wrote: > Maybe put your code in the page that displays the queues and have it > run every $Clear_Queue_Cache_Freq minutes, with that value set in > RT_SiteConfig? > > At 05:15 AM 8/3/2007, Dirk Pape wrote: >> Hello, >> >> --Am 2. August 2007 13:35:11 +0200 schrieb Benjamin Weser >> : >> >>> I had a look at the code in /Elements/SelectQueue but since I haven't >>> done anything in perl (yet) I didn't get very much out of it. Tried to >>> uncomment here and there and changed the values of the variables but >>> nothing provided the solution I am looking for. :( >> >> the code you have to be performed is the following: >> >> delete $session{'create_in_queues'}; >> delete $session{'quick_search_queues'}; >> >> This is emptying the cache of queues which is stored in the $session >> object. But you have to decide where you want to perform it. Maybe >> you place a button somewhere? >> >> Regards, Dirk. >> >> -- >> Dr. Dirk Pape (eAS - Projektleitung Campus Management) >> Freie Universitaet Berlin >> Grunewaldstr. 34a, 12165 Berlin >> Tel. +49 (30) 838 75143, Fax. +49 (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 > > From kristian.davies at gmail.com Fri Aug 3 12:09:00 2007 From: kristian.davies at gmail.com (Kristian Davies) Date: Fri, 3 Aug 2007 17:09:00 +0100 Subject: [rt-users] Re: Missing/Hiding history post upgrade In-Reply-To: References: Message-ID: On 8/2/07, Kristian Davies wrote: > I have rt running on machine A with 45k tickets in production use. I > thought I would do a couple of test upgrades on machine B. A is > running Apache1.x, mysql4,redhat7.2, rt 3.0.7 . B is Apache2+mod_perl, > mysql5,CentOS4.4, RT3.6.4 perl5.8.8. > I followed the upgrade instructions and ran the schema/acl/insert > updates for each version, deleted Mason/obj (if there was data). > I still get the following messages when I click on a ticket. I also > get the second error message if I click on 'basic'. Apart from this, > everything seems to work, I even get the history if I click on > history. Solved ish. upgraded in two stages 3.4.6 first which worked fine, then 3.6.4 which then also worked fine. Woohoo! -Kristian From shildret at scotth.emsphone.com Fri Aug 3 11:51:14 2007 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Fri, 03 Aug 2007 10:51:14 -0500 Subject: [rt-users] History Display for a Ticket In-Reply-To: <1186073589.1079.10.camel@scotth.emsphone.com> References: <1186065249.1079.7.camel@scotth.emsphone.com> <46B205DC.6090805@lbl.gov> <1186073589.1079.10.camel@scotth.emsphone.com> Message-ID: <1186156274.1079.46.camel@scotth.emsphone.com> On Thu, 2007-08-02 at 11:53 -0500, Scott T. Hildreth wrote: > On Thu, 2007-08-02 at 09:27 -0700, Kenneth Crocker wrote: > > Scott, > > > > > > Normally, I would say that giving the privilege "ShowOutgoingEmail" > > would do the trick. It works just like "ShowTicketComments". Having > > rights like "SeeQueue" and "ShowTicket" does not do the trick alone. > > However, I am now a little confused hearing that flipping the switch on > > $OldestTransactionsFirst did the trick. > > Maybe, I didn't explain it right. They can see the replies & email it > is that all the history does not display on the page. By reversing the > order the newer transactions fill the page now and the older history is > not displaying. I'm wondering if this is some sort of limit set? > This ticket I am looking at has 83 transactions. Only 17 or so show up in the History section of the page. Is there a way to display all the transactions or have "next page" link? Does anyone else have this issue? > > > Unless you had already granted > > that privilege ("ShowOutgoingEmail") and the descending order was the > > problem. Interesting. > > > > > > Kenn > > LBNL > > > > > > Scott T. Hildreth wrote: > > > I know I must be missing something obvious hear, but I can't find the > > > answer. I've had complaints about updates not displaying for a ticket. > > > The email would go out, but the reply was not shown in the Ticket > > > History. I looked into it and saw the data was there just not > > > displaying on the web page. So I set the $OldestTransactionsFirst > > > to '0' and the data showed up to the top of the history. This turned > > > to be an option the users wanted anyways. My question is how do you > > > access the history data that is not showing on the page? > > > > > > > > > Thanks. > > > -- Scott T. Hildreth From ruz at bestpractical.com Fri Aug 3 12:25:43 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 3 Aug 2007 20:25:43 +0400 Subject: [rt-users] request for feedback on a patch for RT 3.6.4 Message-ID: <589c94400708030925s3cb4dab3p91de970539bde3f3@mail.gmail.com> Hi, brave users of RT 3.6.4. In the mentioned version of RT I changed SQL queries we generate to searches tickets by watchers(requestors, cc or admicc). Logic of those queries is better now. However, I've broken performance of queries like "Requestor = 'X' OR Owner = 'Y'", "Requestor = X OR Status = 'Y'" and most probably other where condition on watcher is joined with another condition using OR aggregator. We have two ways to fix the problem. I sent one patch already to the list, but we really need more feedback (positive or negative) to make right choice, so I post it again. Please do the following steps to collect feedback I need. 1) build a query (see above) in the query builder using sane values for your setup 2) execute search and wait for results, we expect it to be very slow, so you shouldn't wait to much 3) apply the patch cd /opt/rt3; cat /path/to/the/patch | patch -p0 4) stop and start web server 5) try search again Send feedback. People who know how to deal with slow-logs, explain are more than welcome to send additional info, but even if you don't know how to deal with those it's ok, just send description of the system behavior and wallclock timings. 6) revert patch cat /path/to/the/patch | patch -p0 -R 7) stop and start web server -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: 3.6-searches_by_watchers_performance_fix.patch Type: text/x-patch Size: 2158 bytes Desc: not available URL: From jmoseley at corp.xanadoo.com Fri Aug 3 12:50:51 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Fri, 3 Aug 2007 12:50:51 -0400 Subject: [rt-users] request for feedback on a patch for RT 3.6.4 In-Reply-To: <589c94400708030925s3cb4dab3p91de970539bde3f3@mail.gmail.com> Message-ID: For me, this patch has worked perfectly. Right after my upgrade to 3.6.4, I had posted to this list regarding search timeouts when using AdminCC or CC searches, but got no response. Eventually, other folks started to have the same problem and as it turns out, it's only when using the 'OR' aggregator. It would have helped to have posted the actual search, I agree. Anyway, here's an example search that after four minutes timed out *before* the patch was applied: ( Status = 'new' OR Status = 'open' ) AND ( Cc.Name = 'user' OR AdminCc.Name = 'user' ) After applying the patch, the same search takes 1 second. This with a database of around 14,000 tickets. James Moseley "Ruslan Zakirov" To Sent by: "RT users" rt-users-bounces@ lists.bestpractic cc al.com Subject [rt-users] request for feedback on 08/03/2007 11:25 a patch for RT 3.6.4 AM Hi, brave users of RT 3.6.4. In the mentioned version of RT I changed SQL queries we generate to searches tickets by watchers(requestors, cc or admicc). Logic of those queries is better now. However, I've broken performance of queries like "Requestor = 'X' OR Owner = 'Y'", "Requestor = X OR Status = 'Y'" and most probably other where condition on watcher is joined with another condition using OR aggregator. We have two ways to fix the problem. I sent one patch already to the list, but we really need more feedback (positive or negative) to make right choice, so I post it again. Please do the following steps to collect feedback I need. 1) build a query (see above) in the query builder using sane values for your setup 2) execute search and wait for results, we expect it to be very slow, so you shouldn't wait to much 3) apply the patch cd /opt/rt3; cat /path/to/the/patch | patch -p0 4) stop and start web server 5) try search again Send feedback. People who know how to deal with slow-logs, explain are more than welcome to send additional info, but even if you don't know how to deal with those it's ok, just send description of the system behavior and wallclock timings. 6) revert patch cat /path/to/the/patch | patch -p0 -R 7) stop and start web server -- Best regards, Ruslan. (See attached file: 3.6-searches_by_watchers_performance_fix.patch) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: 3.6-searches_by_watchers_performance_fix.patch Type: application/octet-stream Size: 2158 bytes Desc: not available URL: From KFCrocker at lbl.gov Fri Aug 3 13:20:13 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 03 Aug 2007 10:20:13 -0700 Subject: [rt-users] request for feedback on a patch for RT 3.6.4 In-Reply-To: <589c94400708030925s3cb4dab3p91de970539bde3f3@mail.gmail.com> References: <589c94400708030925s3cb4dab3p91de970539bde3f3@mail.gmail.com> Message-ID: <46B363CD.7090100@lbl.gov> Ruslan, We just installed 3.6.4 in our test environment and have found a few problems with the Query: 1) Although "OwnerName" appears as a field to display, it is not included into the choices for a sort. "Custom.Owner" doesn't work worth a !@$*&^%. 2) The "highly-touted" sort by custom field feature doesn't work, At ALL. 3) When deleting fields from the default display of choices, we must do so one field at a time. Very time-consuming and ANNOYING! Why can't we just highlight the ones we want to delete (like the ones we choose to add from the left side) and do it in one swell foop (he he). On Reminders; we think it would be REALLY convenient for Reminders to automatically resolve if the ticket they are linked to gets resolved. Actually, we can't think of a reason to NOT have done this in the origin design. So, other than having to re-login the first time we try to do something after the initial sign on, AND the above-mentioned problems with query, we like it just fine (come on in! The water is just "ffffiiiiiinnnnneee" - an old Cosby joke). Are there any fixes (for any of the above) about ready to implement? Kenn LBNL Ruslan Zakirov wrote: > Hi, brave users of RT 3.6.4. > > In the mentioned version of RT I changed SQL queries we generate to > searches tickets by watchers(requestors, cc or admicc). Logic of those > queries is better now. However, I've broken performance of queries > like "Requestor = 'X' OR Owner = 'Y'", "Requestor = X OR Status = 'Y'" > and most probably other where condition on watcher is joined with > another condition using OR aggregator. > > We have two ways to fix the problem. I sent one patch already to the > list, but we really need more feedback (positive or negative) to make > right choice, so I post it again. > > Please do the following steps to collect feedback I need. > 1) build a query (see above) in the query builder using sane values > for your setup > 2) execute search and wait for results, we expect it to be very slow, > so you shouldn't wait to much > 3) apply the patch > cd /opt/rt3; > cat /path/to/the/patch | patch -p0 > 4) stop and start web server > 5) try search again > > Send feedback. People who know how to deal with slow-logs, explain are > more than welcome to send additional info, but even if you don't know > how to deal with those it's ok, just send description of the system > behavior and wallclock timings. > > 6) revert patch > cat /path/to/the/patch | patch -p0 -R > 7) stop and start web server > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Fri Aug 3 13:25:59 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 03 Aug 2007 10:25:59 -0700 Subject: [rt-users] RT version question Message-ID: <46B36527.6080204@lbl.gov> To all, I am familiar with 3.6.4 cause we have it. But what is 3.7.5? Why two versions? What are the big differences between the two? Kenn LBNL From rfh at pipex.net Fri Aug 3 13:29:10 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 03 Aug 2007 18:29:10 +0100 Subject: [rt-users] request for feedback on a patch for RT 3.6.4 In-Reply-To: References: Message-ID: <46B365E6.8090208@pipex.net> Rus; Just applied the patch a query similar to the below: - before the patch I stopped it after 3 minutes no results, - after the patch it returned the correct results within seconds .. Regards; Roy James Moseley wrote: > > ( Status = 'new' OR Status = 'open' ) AND ( Cc.Name = 'user' OR > AdminCc.Name = 'user' ) > > After applying the patch, the same search takes 1 second. This with a > database of around 14,000 tickets. > > > James Moseley > > > > > > "Ruslan Zakirov" > l.com> To > Sent by: "RT users" > rt-users-bounces@ > lists.bestpractic cc > al.com > Subject > [rt-users] request for feedback on > 08/03/2007 11:25 a patch for RT 3.6.4 > AM > > > > > > > > > > Hi, brave users of RT 3.6.4. > > In the mentioned version of RT I changed SQL queries we generate to > searches tickets by watchers(requestors, cc or admicc). Logic of those > queries is better now. However, I've broken performance of queries > like "Requestor = 'X' OR Owner = 'Y'", "Requestor = X OR Status = 'Y'" > and most probably other where condition on watcher is joined with > another condition using OR aggregator. > > We have two ways to fix the problem. I sent one patch already to the > list, but we really need more feedback (positive or negative) to make > right choice, so I post it again. > > Please do the following steps to collect feedback I need. > 1) build a query (see above) in the query builder using sane values > for your setup > 2) execute search and wait for results, we expect it to be very slow, > so you shouldn't wait to much > 3) apply the patch > cd /opt/rt3; > cat /path/to/the/patch | patch -p0 > 4) stop and start web server > 5) try search again > > Send feedback. People who know how to deal with slow-logs, explain are > more than welcome to send additional info, but even if you don't know > how to deal with those it's ok, just send description of the system > behavior and wallclock timings. > > 6) revert patch > cat /path/to/the/patch | patch -p0 -R > 7) stop and start web server > > > -- > Best regards, Ruslan. > (See attached file: 3.6-searches_by_watchers_performance_fix.patch) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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.chuche at barna.be Fri Aug 3 13:42:31 2007 From: nicolas.chuche at barna.be (Nicolas Chuche) Date: Fri, 3 Aug 2007 19:42:31 +0200 Subject: [rt-users] Re: Prob in installing RTx-Calendar-0.04 In-Reply-To: <2411a4250708030821t11aa29d4nfa3fb2a9e219b40e@mail.gmail.com> References: <2411a4250708030439j5f7bdb4if7adbda69608c7ce@mail.gmail.com> <2411a4250708030821t11aa29d4nfa3fb2a9e219b40e@mail.gmail.com> Message-ID: <742e684f0708031042t1df6e83eo749be4b2c2347870@mail.gmail.com> Hello, > Finaly I replace in etc/RT_SiteConfig.pm the following line: Good move. > error: Can't locate object method "today" via package "DateTime" (perhaps you forgot to load "DateTime"?) at /opt/rt3/share/html/Search/Calendar.html line 136. You have DateTime module ? To verify this : % perl -MDateTime -le 'print $DateTime::VERSION' 0.35 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Aug 3 13:50:42 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 3 Aug 2007 13:50:42 -0400 Subject: [rt-users] RT version question In-Reply-To: <46B36527.6080204@lbl.gov> References: <46B36527.6080204@lbl.gov> Message-ID: On Aug 3, 2007, at 1:25 PM, Kenneth Crocker wrote: > To all, > > > I am familiar with 3.6.4 cause we have it. But what is 3.7.5? Why > two versions? What are the big differences between the two? > An odd minor version number means "development series - don't run me in production unless you need to" An even minor version means "ready for production" -jesse > > 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 > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From KFCrocker at lbl.gov Fri Aug 3 13:56:41 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 03 Aug 2007 10:56:41 -0700 Subject: [rt-users] RT version question In-Reply-To: References: <46B36527.6080204@lbl.gov> Message-ID: <46B36C59.1090903@lbl.gov> Jesse, AAAAHHH! Kool. Now I know. So, for the record, the latest "Production" version is 3.6.x (in this case x = 4). Thanks.] Kenn LBNL Jesse Vincent wrote: > > On Aug 3, 2007, at 1:25 PM, Kenneth Crocker wrote: > >> To all, >> >> >> I am familiar with 3.6.4 cause we have it. But what is 3.7.5? Why >> two versions? What are the big differences between the two? >> > > An odd minor version number means "development series - don't run me in > production unless you need to" > An even minor version means "ready for production" > > -jesse > >> >> 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 >> > From ruz at bestpractical.com Fri Aug 3 14:08:54 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 3 Aug 2007 22:08:54 +0400 Subject: [rt-users] request for feedback on a patch for RT 3.6.4 In-Reply-To: <46B363CD.7090100@lbl.gov> References: <589c94400708030925s3cb4dab3p91de970539bde3f3@mail.gmail.com> <46B363CD.7090100@lbl.gov> Message-ID: <589c94400708031108r59ee7908rcd4ff5ad415a750@mail.gmail.com> Kenneth, don't you know that sending unrelated things to a thread on mailing lists is very bad habit. Sorry, but I ignore this mail as it has nothing to do with the patch. On 8/3/07, Kenneth Crocker wrote: > Ruslan, > > > We just installed 3.6.4 in our test environment and have found a few > problems with the Query: > > 1) Although "OwnerName" appears as a field to display, it is not > included into the choices for a sort. "Custom.Owner" doesn't work worth > a !@$*&^%. > 2) The "highly-touted" sort by custom field feature doesn't work, At ALL. > 3) When deleting fields from the default display of choices, we must do > so one field at a time. Very time-consuming and ANNOYING! Why can't we > just highlight the ones we want to delete (like the ones we choose to > add from the left side) and do it in one swell foop (he he). > > On Reminders; we think it would be REALLY convenient for Reminders to > automatically resolve if the ticket they are linked to gets resolved. > Actually, we can't think of a reason to NOT have done this in the origin > design. > > So, other than having to re-login the first time we try to do something > after the initial sign on, AND the above-mentioned problems with query, > we like it just fine (come on in! The water is just "ffffiiiiiinnnnneee" > - an old Cosby joke). > Are there any fixes (for any of the above) about ready to implement? > > > Kenn > LBNL > > Ruslan Zakirov wrote: > > Hi, brave users of RT 3.6.4. > > > > In the mentioned version of RT I changed SQL queries we generate to > > searches tickets by watchers(requestors, cc or admicc). Logic of those > > queries is better now. However, I've broken performance of queries > > like "Requestor = 'X' OR Owner = 'Y'", "Requestor = X OR Status = 'Y'" > > and most probably other where condition on watcher is joined with > > another condition using OR aggregator. > > > > We have two ways to fix the problem. I sent one patch already to the > > list, but we really need more feedback (positive or negative) to make > > right choice, so I post it again. > > > > Please do the following steps to collect feedback I need. > > 1) build a query (see above) in the query builder using sane values > > for your setup > > 2) execute search and wait for results, we expect it to be very slow, > > so you shouldn't wait to much > > 3) apply the patch > > cd /opt/rt3; > > cat /path/to/the/patch | patch -p0 > > 4) stop and start web server > > 5) try search again > > > > Send feedback. People who know how to deal with slow-logs, explain are > > more than welcome to send additional info, but even if you don't know > > how to deal with those it's ok, just send description of the system > > behavior and wallclock timings. > > > > 6) revert patch > > cat /path/to/the/patch | patch -p0 -R > > 7) stop and start web server > > > > > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 lidio at ic-unix.ic.utoronto.ca Fri Aug 3 13:42:58 2007 From: lidio at ic-unix.ic.utoronto.ca (Lidio Presutti) Date: Fri, 3 Aug 2007 13:42:58 -0400 (EDT) Subject: [rt-users] Re: Prob in installing RTx-Calendar-0.04 In-Reply-To: <20070803160010.020CE4D8040@diesel.bestpractical.com> References: <20070803160010.020CE4D8040@diesel.bestpractical.com> Message-ID: Hi Essam, be sure you install all the appropriate modules -- you are missing "DateTime". Also, from my testing of RTx-Calendar-0.04 I had issues with DevelopMode on + FastCGI -- it would break the calendar view. Turning it off works nicely. Lidio. > Date: Fri, 3 Aug 2007 15:21:53 +0000 > From: "Essam EL MESSOUSSI" > Subject: [rt-users] Re: Prob in installing RTx-Calendar-0.04 > To: rt-users at lists.bestpractical.com > > Hello everybody, > > Finaly I replace in etc/RT_SiteConfig.pm the following line: > > Set($HomepageComponents, [qw(MyResolvedTickets.OLD Quicksearch > OurOpenTickets MyResolvedTickets MyTickets MyClosedTickets MyModifiedTickets > MyAdminQueues MySupportQueues)]); > > by the line > > Set($HomepageComponents, [qw(MyResolvedTickets.OLD Quicksearch MyCalendar > OurOpenTickets MyResolvedTickets MyTickets MyClosedTickets MyModifiedTickets > MyAdminQueues MySupportQueues)]); > > but when I Choose the "Calendar" in the menu "Tickets" it post me the > following error : > > *System error* > *error:* Can't locate object method "today" via package "DateTime" > (perhaps you forgot to load "DateTime"?) at > /opt/rt3/share/html/Search/Calendar.html line 136. > *context:* *...* > *132:* my @DateTypes = qw/Created Starts Started Due LastUpdated > Resolved/; *133:* > *134:* my $rtdate = RT::Date->new($session{'CurrentUser'}); *135:* > *136:* my $today = DateTime->today; *137:* my $date = > RTx::Calendar::FirstMonday($Year, $Month + 1); *138:* my $end = > RTx::Calendar::LastSunday($Year, $Month + 1); *139:* > *140:* # use this to loop over days until $end *...* > *code stack:* /opt/rt3/share/html/Search/Calendar.html:136 > /opt/rt3/share/html/autohandler:279 > raw error <#raw> > > please, if someone have any idea how to resolve this problem, I will be very > grateful. > > > Essam From phanoko at yahoo.com Fri Aug 3 15:32:33 2007 From: phanoko at yahoo.com (Phanoko) Date: Fri, 3 Aug 2007 12:32:33 -0700 (PDT) Subject: [rt-users] RTIR removal Message-ID: <44717.24342.qm@web53903.mail.re2.yahoo.com> We installed RTIR some time ago in our RT 3.4.4 instance. Now we do not use it at all and want to fully remove it. Does anyone know of a removal script/procedure for this? ____________________________________________________________________________________ Got a little couch potato? Check out fun summer activities for kids. http://search.yahoo.com/search?fr=oni_on_mail&p=summer+activities+for+kids&cs=bz From shildreth at allantgroup.com Fri Aug 3 16:19:35 2007 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Fri, 03 Aug 2007 15:19:35 -0500 Subject: [rt-users] History Display for a Ticket In-Reply-To: <1186156274.1079.46.camel@scotth.emsphone.com> References: <1186065249.1079.7.camel@scotth.emsphone.com> <46B205DC.6090805@lbl.gov> <1186073589.1079.10.camel@scotth.emsphone.com> <1186156274.1079.46.camel@scotth.emsphone.com> Message-ID: <1186172375.1079.66.camel@scotth.emsphone.com> On Fri, 2007-08-03 at 10:51 -0500, Scott T. Hildreth wrote: > On Thu, 2007-08-02 at 11:53 -0500, Scott T. Hildreth wrote: > > On Thu, 2007-08-02 at 09:27 -0700, Kenneth Crocker wrote: > > > Scott, > > > > > > > > > Normally, I would say that giving the privilege "ShowOutgoingEmail" > > > would do the trick. It works just like "ShowTicketComments". Having > > > rights like "SeeQueue" and "ShowTicket" does not do the trick alone. > > > However, I am now a little confused hearing that flipping the switch on > > > $OldestTransactionsFirst did the trick. > > > > Maybe, I didn't explain it right. They can see the replies & email it > > is that all the history does not display on the page. By reversing the > > order the newer transactions fill the page now and the older history is > > not displaying. I'm wondering if this is some sort of limit set? > > > > This ticket I am looking at has 83 transactions. Only 17 or so show > up in the History section of the page. Well, I opened my eyes wider and found this, http://wiki.bestpractical.com/view/HideTransactions which should show all the history on the History Tab, although it shows a couple of more of the Transactions, they are all not there. Something is limiting the page size, not sure what. I will continue testing, just seeing if more info will spark an answer. > Is there a way to display all > the transactions or have "next page" link? I see this is on the WishList on the wiki, "Ability to display ticket history by page, e.g. 15 rows/transaction logs per page, with Next, First, Previous, Last buttons/links at the bottom or top. Especially helpful and useful for tickets with huge history/transactions and if using RT from a slow connection. > Does anyone else have > this issue? Thanks for listening. :-) > > > > > > Unless you had already granted > > > that privilege ("ShowOutgoingEmail") and the descending order was the > > > problem. Interesting. > > > > > > > > > Kenn > > > LBNL > > > > > > > > > Scott T. Hildreth wrote: > > > > I know I must be missing something obvious hear, but I can't find the > > > > answer. I've had complaints about updates not displaying for a ticket. > > > > The email would go out, but the reply was not shown in the Ticket > > > > History. I looked into it and saw the data was there just not > > > > displaying on the web page. So I set the $OldestTransactionsFirst > > > > to '0' and the data showed up to the top of the history. This turned > > > > to be an option the users wanted anyways. My question is how do you > > > > access the history data that is not showing on the page? > > > > > > > > > > > > Thanks. > > > > -- Scott T. Hildreth From g8orade at yahoo.com Sat Aug 4 09:41:34 2007 From: g8orade at yahoo.com (Ed Matthews) Date: Sat, 4 Aug 2007 06:41:34 -0700 (PDT) Subject: [rt-users] meaning of wiki wish list headings Message-ID: <351531.8621.qm@web51110.mail.re2.yahoo.com> Hi, I have two questions-- 1. Can someone clarify the meaning of the wiki Wish List headings? Work in Progress Wouldn't be implemented Unknown State Enhanced [CustomField]s Config and other options as user preferences Installation & Upgrade Other Bad Descriptions Done Features Implemented in RT 3.6 What is confusing me is the seeming mix of category tagging vs. understanding development status, (culminating in the "Release Notes" section about released in 3.6). As a non-programmer, I'm happy to try and add value by sub-categorizing or elaborating the Other list, for instance, but I'm not quite sure just what the headings mean. 2. If we kind of clean-roomed it, would it be useful (and okay Jesse?) to put up sections on Wiki Home called Why Ticket, and Sample Configurations, so long as they were our own? I know these headings overlap sections from the RT Essentials book, but for your non-programming user, it would be helpful. We are trying where I work to replace all email / attachment ticket type exchanges with RT (and then looking at BPM and automation opportunities after that). Thanks, R Ed Matthews g8orade at yahoo.com ____________________________________________________________________________________ Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.com/ From admin2 at enabled.com Sat Aug 4 12:04:35 2007 From: admin2 at enabled.com (Noah) Date: Sat, 04 Aug 2007 09:04:35 -0700 Subject: [rt-users] saved custom search truncates row view Message-ID: <46B4A393.2000901@enabled.com> Hi there, I have a saved custom search called "Date Due". I am finding that the "rows per page" setting of "unlimited" defined in the saved custom search is ignored. When viewing the search I find that the "rows per page" is delimited to 10 rows per page. The order of events is: Home->RT at a glance->Date Due Am I doing something wrong? Is there a setting to correct this? Is this fixed in a future release? Is this a known issue? system information: running RT3.6.3 Summary of my perl5 (revision 5 version 8 subversion 8) configuration: Platform: osname=freebsd, osvers=6.2-release, archname=i386-freebsd-64int uname='freebsd access1.pslab.juniper.net 6.2-release freebsd 6.2-release #0: fri jan 12 11:05:30 utc 2007 root at dessler.cse.buffalo.edu:usrobjusrsrcsyssmp i386 ' config_args='-sde -Dprefix=/usr/local -Darchlib=/usr/local/lib/perl5/5.8.8/mach -Dprivlib=/usr/local/lib/perl5/5.8.8 -Dman3dir=/usr/local/lib/perl5/5.8.8/perl/man/man3 -Dman1dir=/usr/local/man/man1 -Dsitearch=/usr/local/lib/perl5/site_perl/5.8.8/mach -Dsitelib=/usr/local/lib/perl5/site_perl/5.8.8 -Dscriptdir=/usr/local/bin -Dsiteman3dir=/usr/local/lib/perl5/5.8.8/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Ui_malloc -Ui_iconv -Uinstallusrbinperl -Dcc=cc -Duseshrplib -Dccflags=-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN" -Doptimize=-O2 -fno-strict-aliasing -pipe -Ud_dosuid -Ui_gdbm -Dusethreads=n -Dusemymalloc=y -Duse64bitint' hint=recommended, useposix=true, d_sigaction=define usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=undef useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=define use64bitall=undef uselongdouble=undef usemymalloc=y, bincompat5005=undef Compiler: cc='cc', ccflags ='-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN" -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include', optimize='-O2 -fno-strict-aliasing -pipe ', cppflags='-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN" -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include' ccversion='', gccversion='3.4.6 [FreeBSD] 20060305', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -Wl,-E -L/usr/local/lib' libpth=/usr/lib /usr/local/lib libs=-lgdbm -lm -lcrypt -lutil perllibs=-lm -lcrypt -lutil libc=, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags=' -Wl,-R/usr/local/lib/perl5/5.8.8/mach/CORE' cccdlflags='-DPIC -fPIC', lddlflags='-shared -L/usr/local/lib' From xavier.ezquerra at gmail.com Sat Aug 4 13:35:30 2007 From: xavier.ezquerra at gmail.com (Xavier Ezquerra) Date: Sat, 4 Aug 2007 19:35:30 +0200 Subject: [rt-users] Custom Field and Scrip Question Message-ID: Hello everybody, Scrip question: I'm trying to create a "CustomAction" to have communication between owner and admincc through the commentaries of tickets. It interests to me to do that any commentary that does one of both receives the other. # Create new scrip Configuration -> Global -> Scrips -> New Script Description: On Comment Notify AdminCCs or Owner with template Admin Comment Condition: On Comment Action: User Defined Template: Admin Comment (custom template ) Stage: TransactionCreate User Defined conditions and actions ----------------------------------- Custom condition: # load id_actor my $id_actor = $TransactionObj->CreatorObj->Id; # is owner, send comment to AdminCC if( $id_actor == $self->TicketObj->OwnerObj->Id ) { return 1; # is AdminCC, send comment to Owner } elsif ($TicketObj->IsWatcher( Type => 'AdminCC' ) ) { return 1; # is ????, nothing to do } else { return undef; } Custom action preparation code: # empty?? Custom action cleanup code: # empty?? Custom Field and Scrip Question: How to detect the new value of custom field, if this changed. Thanks, -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Sun Aug 5 10:04:37 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 05 Aug 2007 10:04:37 -0400 Subject: [rt-users] Ticket Requestors returned as hash ref Message-ID: <46B5D8F5.6000907@yahoo.com> I'm rewriting a script which will look in our SPAM queue (to which all tickets deemed to be spam are banished) and run each of the spam "requestors" through rtx-shredder. I have it set up to do everything the way I want except it doesn't work because when asking for $ticket->Requestors I get RT::Group=HASH(refNumber) Here's my script: #!/usr/bin/perl ############################################# # File: delete_spam.pl # Version: 2.0 # Author: Mathew Snyder # Date: August 5, 2007 # Comments: A script to gather up the spam # sent to the Security queue and # eliminate the "users" that # created it. It then marks those # tickets as deleted for the purpose # of further housecleaning by the # rtx-shredder cronjob. ############################################# #Set up our environment use warnings; use strict; use lib '/usr/local/rt-3.6.1/lib'; use lib '/usr/local/rt-3.6.1/local/lib'; use lib '/usr/local/lib'; use RT; use RT::Users; use RT::Tickets; use MIME::Lite; use Reports::Emails; RT::LoadConfig(); RT::Init(); my @usrID; my %userID; my @emails; my %skipEmails = ( "ids-tripwire" => undef, "tripwire" => undef, "security" => undef ); my $users = new RT::Users(RT::SystemUser); $users->LimitToPrivileged; while ( my $user = $users->Next ) { next if $user->Name eq 'root'; $skipEmails{$user->EmailAddress} = undef; } foreach my $key (@usrID) { $skipEmails{$key} = undef; } my $tix = new RT::Tickets(RT::SystemUser); $tix->FromSQL('Queue = "SPAM"'); while (my $ticket = $tix->Next) { print $ticket->Requestors . "\n"; if (exists($skipEmails{$ticket->Requestors}) or $ticket->Requestors == "") { next; } else { push @emails, $ticket->Requestors; } # $ticket->SetStatus("deleted"); } #my $count = 0; #foreach my $email (@emails) { # system("/usr/local/rt-3.6.1/local/sbin/rtx-shredder","--force","--plugin","Users=status,any;email,$email;replace_relations,Nobody"); # $count++; #} #my $emailTo = "msnyder\@servervault.com"; #my $emailFrom = "RT"; #my $emailSubj = "RT Spam Removal"; #my $emailMsg = "The spam removal script has completed and has removed $count spam created users"; #my $fullEmail = new MIME::Lite(From => $emailFrom, # To => $emailTo, # Subject => $emailSubj, # Data => $emailMsg, #); #$fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); #unlink glob "*.sql"; exit; Where am I going wrong with this? How do I set it up to get those actual email addresses instead of an RT::Group hash ref? Thanks, Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From boris.lytochkin at e-port.ru Sun Aug 5 11:03:35 2007 From: boris.lytochkin at e-port.ru (Boris Lytochkin) Date: Sun, 5 Aug 2007 19:03:35 +0400 Subject: [rt-users] [3.6.3] ShowTransactionAttachments bug? Message-ID: <353443950.20070805190335@e-port.ru> Hello! It seems ShowTransactionAttachments in some cases fails to show text/plain body with tabs (\t) in it's contents. An example can be found in attachment, it causes perl fail with segmentation fault. A walkaround is to replace any \t characters into series of spaces just before extracting qouted text: share/html/Ticket/Elements/ShowTransactionAttachments (line ~165): $content =~ s/\t/ /sg; eval { require Text::Quoted; $content = Text::Quoted::extract($content); }; How-to-reproduce: 1) Create a ticket with plain text contents. 2) replace contents of the ticket's attachment in DB. 3) try to view the ticket in RT. Can anyone reproduce/confirm this bug? Environment: >pkg_info -r rt-3.6.3 Information for rt-3.6.3: Depends on: Dependency: png-1.2.18 Dependency: pkg-config-0.20_2 Dependency: perl-5.8.8 Dependency: p5-Scalar-List-Utils-1.19,1 Dependency: p5-Digest-SHA1-2.11 Dependency: libiconv-1.9.2_2 Dependency: p5-Devel-Symdump-2.0602 Dependency: p5-Spiffy-0.30 Dependency: expat-2.0.0_1 Dependency: p5-XML-Parser-2.34_2 Dependency: p5-XML-Simple-2.14 Dependency: p5-Want-0.10 Dependency: p5-MIME-Base64-3.07 Dependency: p5-URI-1.35 Dependency: p5-UNIVERSAL-require-0.10 Dependency: p5-Tree-Simple-1.16 Dependency: p5-TimeDate-1.16,1 Dependency: p5-Time-modules-2003.1126 Dependency: p5-Time-HiRes-1.87,1 Dependency: p5-Tie-IxHash-1.21 Dependency: p5-Text-Wrapper-1.01 Dependency: p5-prefork-1.00 Dependency: p5-Text-Template-1.44 Dependency: p5-Text-Reform-1.11 Dependency: p5-Test-Harness-2.64 Dependency: p5-Text-Glob-0.06 Dependency: p5-Text-Balanced-1.98 Dependency: p5-Text-Autoformat-1.13 Dependency: p5-Carp-Assert-0.18 Dependency: p5-Test-Simple-0.70 Dependency: p5-Test-LongString-0.09 Dependency: p5-Text-WikiFormat-0.78 Dependency: p5-Text-Quoted-2.02 Dependency: p5-Class-Accessor-0.27 Dependency: p5-Sub-Uplevel-0.13 Dependency: p5-Digest-1.15 Dependency: p5-Term-ReadKey-2.30 Dependency: p5-Test-Exception-0.21_1 Dependency: p5-Storable-2.15 Dependency: p5-Test-Base-0.51 Dependency: p5-Class-Autouse-1.26 Dependency: p5-Regexp-Common-2.120 Dependency: p5-Class-Inspector-1.16 Dependency: p5-Pod-Tests-0.18 Dependency: p5-Pod-Parser-1.34 Dependency: p5-Parse-RecDescent-1.94 Dependency: p5-Params-Validate-0.86 Dependency: p5-Params-Util-0.17 Dependency: p5-Number-Compare-0.01 Dependency: p5-Net-SSLeay-1.30_1 Dependency: p5-Digest-HMAC-1.01 Dependency: p5-Module-Versions-Report-1.03 Dependency: p5-Module-Refresh-0.09 Dependency: p5-Compress-Zlib-1.42 Dependency: p5-Mail-Tools-1.74 Dependency: p5-Mail-Sendmail-0.79 Dependency: p5-FreezeThaw-0.43 Dependency: p5-Convert-BinHex-1.119 Dependency: p5-YAML-0.58 Dependency: p5-Digest-MD5-2.36 Dependency: p5-I18N-LangTags-0.35 Dependency: p5-Locale-Maketext-1.10 Dependency: p5-Locale-Maketext-Lexicon-0.62 Dependency: p5-IPC-ShareLite-0.09 Dependency: p5-IO-stringy-2.110 Dependency: p5-IO-Zlib-1.04_1 Dependency: p5-IO-Tty-1.07 Dependency: p5-IO-String-1.08 Dependency: p5-IO-Socket-SSL-0.97 Dependency: p5-Locale-Maketext-Fuzzy-0.02 Dependency: p5-Hook-LexWrap-0.20 Dependency: p5-XML-RSS-1.10 Dependency: p5-HTTP-Server-Simple-0.20 Dependency: p5-HTML-Tagset-3.10 Dependency: p5-HTML-Parser-3.55 Dependency: p5-HTML-Scrubber-0.08 Dependency: p5-HTML-Tree-3.21 Dependency: apache-2.2.3 Dependency: p5-Font-AFM-1.19 Dependency: p5-Getopt-Long-2.35 Dependency: p5-GSSAPI-0.22 Dependency: freetype2-2.1.10_3 Dependency: jpeg-6b_4 Dependency: gd-2.0.33_4,1 Dependency: p5-MLDBM-2.01 Dependency: p5-HTML-Format-2.04 Dependency: p5-File-Slurp-9999.12 Dependency: p5-File-Remove-0.31 Dependency: p5-File-NCopy-0.34_1 Dependency: p5-File-Flat-0.96 Dependency: p5-Archive-Tar-1.29 Dependency: p5-ExtUtils-XSBuilder-0.28 Dependency: p5-ExtUtils-CBuilder-0.18 Dependency: p5-ExtUtils-ParseXS-2.15 Dependency: p5-Expect-1.20 Dependency: p5-Expect-Simple-0.02 Dependency: p5-Class-Data-Inheritable-0.04 Dependency: p5-Error-0.15.009 Dependency: p5-Encode-2.21 Dependency: p5-Authen-SASL-2.10_1 Dependency: p5-Net-1.19,1 Dependency: p5-libwww-5.805 Dependency: p5-WWW-Mechanize-1.18 Dependency: p5-capitalization-0.03 Dependency: p5-Devel-StackTrace-1.13 Dependency: p5-Module-Build-0.28.03_1 Dependency: p5-DBI-1.51 Dependency: p5-DBIx-DBSchema-0.31 Dependency: p5-MIME-Tools-5.420,2 Dependency: p5-Config-Tiny-2.08 Dependency: p5-File-Find-Rule-0.30 Dependency: p5-Clone-0.20 Dependency: p5-Test-ClassAPI-1.02 Dependency: p5-Algorithm-Dependency-1.102 Dependency: p5-Exception-Class-1.23_1 Dependency: p5-Class-Container-0.12 Dependency: p5-Test-Inline-2.103 Dependency: p5-Class-ReturnValue-0.53 Dependency: p5-Class-Accessor-Chained-0.01 Dependency: p5-Carp-Assert-More-1.12 Dependency: p5-Test-WWW-Mechanize-1.08 Dependency: p5-Calendar-Simple-1.13 Dependency: p5-Cache-Simple-TimedExpiry-0.23 Dependency: p5-Cache-Cache-1.05 Dependency: p5-CGI.pm-3.25,1 Dependency: p5-Log-Dispatch-2.12 Dependency: p5-Test-Expect-0.30 Dependency: p5-Apache-Session-1.81 Dependency: p5-DBIx-SearchBuilder-1.48 Dependency: mod_perl2-2.0.2,3 Dependency: p5-libapreq2-2.08 Dependency: p5-GD-2.34 Dependency: p5-GD-TextUtil-0.86 Dependency: p5-GD-Graph-1.43.08 Dependency: p5-HTML-Mason-1.35 Dependency: p5-HTTP-Server-Simple-Mason-0.09 Dependency: p5-Text-Reform-1.11 Dependency: p5-Text-Autoformat-1.13 Dependency: p5-Test-Harness-2.64 Dependency: p5-Test-Simple-0.70 FreeBSD 6.2, Apache 2.2.3, p5-CGI-SpeedyCGI-2.22_3 -- Regards, Boris Lytochkin -------------- next part -------------- A non-text attachment was scrubbed... Name: content.raw Type: application/octet-stream Size: 21 bytes Desc: not available URL: From theillien at yahoo.com Sun Aug 5 15:10:49 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 05 Aug 2007 15:10:49 -0400 Subject: [rt-users] Ticket Requestors returned as hash ref In-Reply-To: <46B5D8F5.6000907@yahoo.com> References: <46B5D8F5.6000907@yahoo.com> Message-ID: <46B620B9.5080406@yahoo.com> I've been trying to figure out how to dereference the hash but I haven't been successful. Any thoughts? Keep up with me and what I'm up to: http://theillien.blogspot.com Mathew Snyder wrote: > I'm rewriting a script which will look in our SPAM queue (to which all tickets > deemed to be spam are banished) and run each of the spam "requestors" through > rtx-shredder. I have it set up to do everything the way I want except it > doesn't work because when asking for $ticket->Requestors I get > RT::Group=HASH(refNumber) > > Here's my script: > #!/usr/bin/perl > > ############################################# > # File: delete_spam.pl > # Version: 2.0 > # Author: Mathew Snyder > # Date: August 5, 2007 > # Comments: A script to gather up the spam > # sent to the Security queue and > # eliminate the "users" that > # created it. It then marks those > # tickets as deleted for the purpose > # of further housecleaning by the > # rtx-shredder cronjob. > ############################################# > > #Set up our environment > use warnings; > use strict; > use lib '/usr/local/rt-3.6.1/lib'; > use lib '/usr/local/rt-3.6.1/local/lib'; > use lib '/usr/local/lib'; > use RT; > use RT::Users; > use RT::Tickets; > use MIME::Lite; > use Reports::Emails; > > RT::LoadConfig(); > RT::Init(); > > my @usrID; > my %userID; > my @emails; > > my %skipEmails = ( > "ids-tripwire" => undef, > "tripwire" => undef, > "security" => undef > ); > > my $users = new RT::Users(RT::SystemUser); > $users->LimitToPrivileged; > > while ( my $user = $users->Next ) { > next if $user->Name eq 'root'; > $skipEmails{$user->EmailAddress} = undef; > } > > foreach my $key (@usrID) { > $skipEmails{$key} = undef; > } > > my $tix = new RT::Tickets(RT::SystemUser); > $tix->FromSQL('Queue = "SPAM"'); > > while (my $ticket = $tix->Next) { > print $ticket->Requestors . "\n"; > if (exists($skipEmails{$ticket->Requestors}) or $ticket->Requestors == "") { > next; > } > else { > push @emails, $ticket->Requestors; > } > # $ticket->SetStatus("deleted"); > } > > #my $count = 0; > #foreach my $email (@emails) { > # > system("/usr/local/rt-3.6.1/local/sbin/rtx-shredder","--force","--plugin","Users=status,any;email,$email;replace_relations,Nobody"); > # $count++; > #} > > #my $emailTo = "msnyder\@servervault.com"; > #my $emailFrom = "RT"; > #my $emailSubj = "RT Spam Removal"; > #my $emailMsg = "The spam removal script has completed and has removed > $count spam created users"; > > #my $fullEmail = new MIME::Lite(From => $emailFrom, > # To => $emailTo, > # Subject => $emailSubj, > # Data => $emailMsg, > #); > > #$fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); > #unlink glob "*.sql"; > > exit; > > Where am I going wrong with this? How do I set it up to get those actual email > addresses instead of an RT::Group hash ref? > > Thanks, > Mathew From svitter at list.ru Sun Aug 5 16:40:31 2007 From: svitter at list.ru (Viktor) Date: Mon, 06 Aug 2007 00:40:31 +0400 Subject: =?koi8-r?Q?Re[2]=3A_[rt-users]_Ticket_Requestors_returned_as_hash_ref?= In-Reply-To: <46B620B9.5080406@yahoo.com> References: <46B620B9.5080406@yahoo.com> Message-ID: The first thought is, try to use Data::Dumper and to output Dumper( $ticket->Requestors ) in the right place. Thus you could see key/value pairs. Either key or value in each pair is probably an object, i.e. a blessed reference, so the output might be quite bulky... -----Original Message----- From: Mathew Snyder To: RT Users Date: Sun, 05 Aug 2007 15:10:49 -0400 Subject: Re: [rt-users] Ticket Requestors returned as hash ref > > I've been trying to figure out how to dereference the hash but I haven't been > successful. > > Any thoughts? > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Mathew Snyder wrote: > > I'm rewriting a script which will look in our SPAM queue (to which all tickets > > deemed to be spam are banished) and run each of the spam "requestors" through > > rtx-shredder. I have it set up to do everything the way I want except it > > doesn't work because when asking for $ticket->Requestors I get > > RT::Group=HASH(refNumber) > > > > Here's my script: > > #!/usr/bin/perl > > > > ############################################# > > # File: delete_spam.pl > > # Version: 2.0 > > # Author: Mathew Snyder > > # Date: August 5, 2007 > > # Comments: A script to gather up the spam > > # sent to the Security queue and > > # eliminate the "users" that > > # created it. It then marks those > > # tickets as deleted for the purpose > > # of further housecleaning by the > > # rtx-shredder cronjob. > > ############################################# > > > > #Set up our environment > > use warnings; > > use strict; > > use lib '/usr/local/rt-3.6.1/lib'; > > use lib '/usr/local/rt-3.6.1/local/lib'; > > use lib '/usr/local/lib'; > > use RT; > > use RT::Users; > > use RT::Tickets; > > use MIME::Lite; > > use Reports::Emails; > > > > RT::LoadConfig(); > > RT::Init(); > > > > my @usrID; > > my %userID; > > my @emails; > > > > my %skipEmails = ( > > "ids-tripwire" => undef, > > "tripwire" => undef, > > "security" => undef > > ); > > > > my $users = new RT::Users(RT::SystemUser); > > $users->LimitToPrivileged; > > > > while ( my $user = $users->Next ) { > > next if $user->Name eq 'root'; > > $skipEmails{$user->EmailAddress} = undef; > > } > > > > foreach my $key (@usrID) { > > $skipEmails{$key} = undef; > > } > > > > my $tix = new RT::Tickets(RT::SystemUser); > > $tix->FromSQL('Queue = "SPAM"'); > > > > while (my $ticket = $tix->Next) { > > print $ticket->Requestors . "\n"; > > if (exists($skipEmails{$ticket->Requestors}) or $ticket->Requestors == "") { > > next; > > } > > else { > > push @emails, $ticket->Requestors; > > } > > # $ticket->SetStatus("deleted"); > > } > > > > #my $count = 0; > > #foreach my $email (@emails) { > > # > > system("/usr/local/rt-3.6.1/local/sbin/rtx-shredder","--force","--plugin","Users=status,any;email,$email;replace_relations,Nobody"); > > # $count++; > > #} > > > > #my $emailTo = "msnyder\@servervault.com"; > > #my $emailFrom = "RT"; > > #my $emailSubj = "RT Spam Removal"; > > #my $emailMsg = "The spam removal script has completed and has removed > > $count spam created users"; > > > > #my $fullEmail = new MIME::Lite(From => $emailFrom, > > # To => $emailTo, > > # Subject => $emailSubj, > > # Data => $emailMsg, > > #); > > > > #$fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); > > #unlink glob "*.sql"; > > > > exit; > > > > Where am I going wrong with this? How do I set it up to get those actual email > > addresses instead of an RT::Group hash ref? > > > > 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 > From mikef at ack.berkeley.edu Sun Aug 5 20:10:18 2007 From: mikef at ack.berkeley.edu (Mike Friedman) Date: Sun, 5 Aug 2007 17:10:18 -0700 (PDT) Subject: [rt-users] Ticket Requestors returned as hash ref In-Reply-To: <46B620B9.5080406@yahoo.com> References: <46B5D8F5.6000907@yahoo.com> <46B620B9.5080406@yahoo.com> Message-ID: <20070805170520.G31514@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Sun, 5 Aug 2007 at 15:10 (-0400), Mathew Snyder wrote: > I've been trying to figure out how to dereference the hash but I haven't > been successful. Mathew, Don't you want $ticket->RequestorAddresses, rather than $ticket->Requestors? The latter returns the ticket's requestors as an RT::Group object, whereas the former returns all the Requestor email addresses as a comma-delimited string. Mike ====================================================================== >> while (my $ticket = $tix->Next) { >> print $ticket->Requestors . "\n"; >> if (exists($skipEmails{$ticket->Requestors}) or $ticket->Requestors == "") { >> next; >> } >> else { >> push @emails, $ticket->Requestors; >> } >> # $ticket->SetStatus("deleted"); >> } _________________________________________________________________________ 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/AwUBRrZm7a0bf1iNr4mCEQIumgCg4kXsJm+v7CK2aQDESN6xASExbmgAnixm Lid+57RUeunctOfc6f5ErXqu =5UIb -----END PGP SIGNATURE----- From admin2 at enabled.com Sun Aug 5 23:53:52 2007 From: admin2 at enabled.com (Noah) Date: Sun, 05 Aug 2007 20:53:52 -0700 Subject: [rt-users] saved custom search truncates row view Message-ID: <46B69B50.7030401@enabled.com> Hi there, I have a saved custom search called "Date Due". I am finding that the "rows per page" setting of "unlimited" defined in the saved custom search is ignored. When viewing the search I find that the "rows per page" is delimited to 10 rows per page. The order of events is: Home->RT at a glance->Date Due Am I doing something wrong? Is there a setting to correct this? Is this fixed in a future release? Is this a known issue? system information: running RT3.6.3 Summary of my perl5 (revision 5 version 8 subversion 8) configuration: Platform: osname=freebsd, osvers=6.2-release, archname=i386-freebsd-64int uname='freebsd access1.pslab.juniper.net 6.2-release freebsd 6.2-release #0: fri jan 12 11:05:30 utc 2007 root at dessler.cse.buffalo.edu:usrobjusrsrcsyssmp i386 ' config_args='-sde -Dprefix=/usr/local -Darchlib=/usr/local/lib/perl5/5.8.8/mach -Dprivlib=/usr/local/lib/perl5/5.8.8 -Dman3dir=/usr/local/lib/perl5/5.8.8/perl/man/man3 -Dman1dir=/usr/local/man/man1 -Dsitearch=/usr/local/lib/perl5/site_perl/5.8.8/mach -Dsitelib=/usr/local/lib/perl5/site_perl/5.8.8 -Dscriptdir=/usr/local/bin -Dsiteman3dir=/usr/local/lib/perl5/5.8.8/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Ui_malloc -Ui_iconv -Uinstallusrbinperl -Dcc=cc -Duseshrplib -Dccflags=-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN" -Doptimize=-O2 -fno-strict-aliasing -pipe -Ud_dosuid -Ui_gdbm -Dusethreads=n -Dusemymalloc=y -Duse64bitint' hint=recommended, useposix=true, d_sigaction=define usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=undef useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=define use64bitall=undef uselongdouble=undef usemymalloc=y, bincompat5005=undef Compiler: cc='cc', ccflags ='-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN" -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include', optimize='-O2 -fno-strict-aliasing -pipe ', cppflags='-DAPPLLIB_EXP="/usr/local/lib/perl5/5.8.8/BSDPAN" -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include' ccversion='', gccversion='3.4.6 [FreeBSD] 20060305', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -Wl,-E -L/usr/local/lib' libpth=/usr/lib /usr/local/lib libs=-lgdbm -lm -lcrypt -lutil perllibs=-lm -lcrypt -lutil libc=, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags=' -Wl,-R/usr/local/lib/perl5/5.8.8/mach/CORE' cccdlflags='-DPIC -fPIC', lddlflags='-shared -L/usr/local/lib' From alexanderad at gmail.com Mon Aug 6 05:49:52 2007 From: alexanderad at gmail.com (Alexander Nesterov) Date: Mon, 6 Aug 2007 12:49:52 +0300 Subject: [rt-users] RT currently logged in users Message-ID: <7d4b96ba0708060249g56eadcdej3abd5217681e2bd3@mail.gmail.com> Good day. For some reasons a lot of users got an access to my RT installation and in the same time my boss wants to determine at any time who is online. Is there any extension or way to analyze log file that will help me at any time display currently logged in users? Thanks in advance. -- Alexander -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Mon Aug 6 06:16:15 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 06 Aug 2007 06:16:15 -0400 Subject: [rt-users] Ticket Requestors returned as hash ref In-Reply-To: <20070805170520.G31514@malcolm.berkeley.edu> References: <46B5D8F5.6000907@yahoo.com> <46B620B9.5080406@yahoo.com> <20070805170520.G31514@malcolm.berkeley.edu> Message-ID: <46B6F4EF.7010507@yahoo.com> Mike Friedman wrote: > On Sun, 5 Aug 2007 at 15:10 (-0400), Mathew Snyder wrote: > >> I've been trying to figure out how to dereference the hash but I >> haven't been successful. > > Mathew, > > Don't you want $ticket->RequestorAddresses, rather than > $ticket->Requestors? The latter returns the ticket's requestors as an > RT::Group object, whereas the former returns all the Requestor email > addresses as a comma-delimited string. > > Mike > ====================================================================== *ding ding ding ding* We have a winner. :D Thanks. For some reason, that hadn't even occurred to me despite looking directly at it on more than one occassion. Mathew >>> while (my $ticket = $tix->Next) { >>> print $ticket->Requestors . "\n"; >>> if (exists($skipEmails{$ticket->Requestors}) or >>> $ticket->Requestors == "") { >>> next; >>> } >>> else { >>> push @emails, $ticket->Requestors; >>> } >>> # $ticket->SetStatus("deleted"); >>> } > > _________________________________________________________________________ > 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 > _________________________________________________________________________ > From elacour at easter-eggs.com Mon Aug 6 06:29:03 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 6 Aug 2007 12:29:03 +0200 Subject: [rt-users] Speed difference between superuser and others In-Reply-To: <012EDC37-6941-4188-8435-7EEA2AD02FDE@bestpractical.com> References: <20070720080019.GD2876@easter-eggs.com> <012EDC37-6941-4188-8435-7EEA2AD02FDE@bestpractical.com> Message-ID: <20070806102903.GC2921@easter-eggs.com> On Fri, Jul 20, 2007 at 11:54:45AM -0400, Jesse Vincent wrote: > > > What RT and what SearchBuilder? The loop you show suggest that it's > an ancient version of DBIx::SearchBuilder with a big caching problem. > Comming back from vacations ... ;) I'm using version 1.43 (the one I found packaged for RH :(), I didn't clearly identify your caching problem in the change file from this release, is 1.43 affected ? 1.49 is packaged at http://dag.wieers.com/rpm/packages/perl-DBIx-SearchBuilder/ since yesterday, so I will try it ;) Thanks for your help :) -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From ramsrigroups at yahoo.com Mon Aug 6 07:22:58 2007 From: ramsrigroups at yahoo.com (Sridhar Adabala) Date: Mon, 6 Aug 2007 04:22:58 -0700 (PDT) Subject: [rt-users] Issue with Fetchmail Message-ID: <396946.14570.qm@web63503.mail.re1.yahoo.com> Hi All, Having issue with configuring email accounts with fetchmail. I'm keep on getting the following issue: C:\Program Files\OurInternet\Common\fetchmail\bin>type ..\rt-mailgate.conf | etchmail.exe -N -d 300 -f - fetchmail: removing stale lockfile fetchmail: starting fetchmail 6.2.5 daemon fetchmail: Authorization failure on contactus at mail.xyz.com fetchmail: Query status=3 (AUTHFAIL) fetchmail: sleeping at Mon Aug 6 12:26:01 2007 And I configured the rt-mailgate.conf as following poll mail.xyz.com proto pop3: username contactus password XXXXX mda "c:/Progra~1/OurInternet/Common/perl/bin/perl.exe c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in --url http://localhost:8284/ --queue xyz --action correspond" I'm using windows based rt server. Please help me am I doing any wrong? For your information I'm having different mail domain on the same server. Thanks and regards, Sridhar Adabala. --------------------------------- Be a better Globetrotter. Get better travel answers from someone who knows. Yahoo! Answers - Check it out. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Aug 6 10:59:48 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 6 Aug 2007 16:59:48 +0200 Subject: [rt-users] Speed difference between superuser and others In-Reply-To: <20070806102903.GC2921@easter-eggs.com> References: <20070720080019.GD2876@easter-eggs.com> <012EDC37-6941-4188-8435-7EEA2AD02FDE@bestpractical.com> <20070806102903.GC2921@easter-eggs.com> Message-ID: <20070806145948.GF2921@easter-eggs.com> On Mon, Aug 06, 2007 at 12:29:03PM +0200, Emmanuel Lacour wrote: > > 1.49 is packaged at > http://dag.wieers.com/rpm/packages/perl-DBIx-SearchBuilder/ since > yesterday, so I will try it ;) > I tested this last version without any performance improvement :( Rt is 3.6.3, with a backport of QueueSummary from 3.6.4 -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From gleduc at mail.sdsu.edu Mon Aug 6 12:33:19 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 06 Aug 2007 09:33:19 -0700 Subject: [rt-users] Custom Field and Scrip Question In-Reply-To: References: Message-ID: <6.2.1.2.2.20070806092216.0251e7e0@mail.sdsu.edu> Hi Xavier, A couple of general comments about what you've posted: 1. A custom condition is only checked when you set the condition to User Defined. With it set to On Comment your custom condition is ignored and the scrip fires whenever a comment is detected. 2. If an action is User Defined, the template is ignored. I don't know of a way to have a User Defined action in a scrip use a template. What I do is stick another custom field in the queue and use it to trigger e-mail scrips when I want to send mail as part of a User Defined action, or I perform the desired action within a custom template. The way I'd do what (I think) you want to do is to use the On Comment condition and then use Notify Other Recipients with a custom template. I'd put your switching code in the template to determine who the message goes to. Regards, Gene At 10:35 AM 8/4/2007, Xavier Ezquerra wrote: >Hello everybody, > >Scrip question: > >I'm trying to create a "CustomAction" to have communication between >owner and admincc through the commentaries of tickets. It interests to me >to do that any commentary that does one of both receives the other. > > ># Create new scrip >Configuration -> Global -> Scrips -> New Script > >Description: On Comment Notify AdminCCs or Owner with template Admin Comment >Condition: On Comment >Action: User Defined >Template: Admin Comment (custom template ) >Stage: TransactionCreate > > >User Defined conditions and actions >----------------------------------- >Custom condition: > ># load id_actor >my $id_actor = $TransactionObj->CreatorObj->Id; > ># is owner, send comment to AdminCC >if( $id_actor == $self->TicketObj->OwnerObj->Id ) { > return 1; > ># is AdminCC, send comment to Owner >} elsif ($TicketObj->IsWatcher( Type => 'AdminCC' ) ) { > return 1; > ># is ????, nothing to do >} else { > return undef; >} > > >Custom action preparation code: ># empty?? > >Custom action cleanup code: ># empty?? > > >Custom Field and Scrip Question: >How to detect the new value of custom field, if this changed. > > >Thanks, > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From gregh at stevensind.com Mon Aug 6 13:31:31 2007 From: gregh at stevensind.com (Gregory Harper) Date: Mon, 06 Aug 2007 12:31:31 -0500 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04E51572@blv-exch1.sumtotalsystems.com> References: <46B0E1E0.6060404@stevensind.com> <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04E51572@blv-exch1.sumtotalsystems.com> Message-ID: <46B75AF3.3080200@stevensind.com> Justin Brodley wrote: > We actually had to disable the attachment feature as we were having our customers attach enormous files and killed our DB processing. Ultimately we are looking into rewriting the attachment feature to store the attachments on the web server to alleviate this overhead from the DB. I understand that the attachment table also stores all updates to a ticket, not just the attachments. > > > Justin Brodley > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Harper > Sent: Wednesday, August 01, 2007 12:41 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Attachments table of RT's Mysql database > > Hello everybody. > > We've been using RT for more than three months as part of our > customer concern processes. Overall, things have been going well. > The configuration includes Mysql, Apache2 and Postfix running on Ubuntu > 6.06. I've made no modifications to the databases. > The primary concern at this point is that the Attachments table of the > Mysql database is growing significantly. Our CSR's want to attach > PDFs, jpegs, etc. to the tickets with the jpegs usually created by our > customers. The digital photos are the main culprit. I've read about > scaling back the photos, creating thumbnails, etc. and we need to find a > way to limit the attachment size prior to attachment. > > Has anyone else using RT had this type of problem? > > What are the best approaches for minimizing and controlling the size > of the Attachments table? > > Any information, feedback and guidance are appreciated. > > thanks - Gregory Harper , Stevens Industries > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > Thanks Justin for the feedback. Anyone else have input regarding their experiences with Attachments and RT? thanks - Greg From g8orade at yahoo.com Mon Aug 6 14:53:13 2007 From: g8orade at yahoo.com (Ed Matthews) Date: Mon, 6 Aug 2007 11:53:13 -0700 (PDT) Subject: [rt-users] Kwiki Table Rendering? Message-ID: <569062.32875.qm@web51102.mail.re2.yahoo.com> Happy Monday. Does anyone know why Kwiki renders tables on this page, http://wiki.bestpractical.com/view/ManualScrips but not on this page http://wiki.bestpractical.com/view/ManualRights nor in my personal page . I tried copy pasting the first ManualScrips table wiki markup into another edit page and saving, and it wouldn't render there either after save. Ed Matthews g8orade at yahoo.com ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC From lmorgan at mtl-inst.com Tue Aug 7 05:20:33 2007 From: lmorgan at mtl-inst.com (Luke E Morgan) Date: Tue, 7 Aug 2007 10:20:33 +0100 Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install Message-ID: I'm sure I'm just missing something simple, but I cannot seem to change the BP logo on my install of RT 3.6.3 on Fedora Core 7. I've installed RT using yum (lazy I know, but it works apart from this issue). It has been installed into /usr/share/rt3 I've created /usr/local/rt3/html/Elements/ and copied the Logo file into that directory. I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images It is a 92x50pixels jpeg. Following suggestions from the wiki and the mailing list archives, I put this line into the Logo file : Intranet I have modified by RT_SiteConfig.pm file. If I log into the web interface, under tools, choose system configuration, the following variables are set : RT::LogoLinkURL http://192.168.66.1 RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg RT::LogoWidth 92 RT::LogoHeight 50 RT::MasonDataDir /var/cache/rt3/mason_data I've tried stopping the webserver, deleting Logo.obj from /var/cache/rt3/mason_data/obj/3989424063/standard When I restart apache, and refresh the RT page, Logo.obj is recreated with the best practical logo in it. Where am I going wrong ? Can anyone point me in the right direction please ? Thanks in advance Luke _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From lmorgan at mtl-inst.com Tue Aug 7 07:39:04 2007 From: lmorgan at mtl-inst.com (Luke E Morgan) Date: Tue, 7 Aug 2007 12:39:04 +0100 Subject: {Disarmed} [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install In-Reply-To: <46B854FD.7000306@brg.bg> Message-ID: Thank you for your suggestion but I'm afraid it doesn't work. The web interface now shows me RT::LogoHeight 50 RT::LogoImageURL /rt3/NoAuth/images/mtllogo.jpg RT::LogoLinkURL http://192.168.66.1 RT::LogoURL /NoAuth/images/mtllogo.jpg RT::LogoWidth 92 RT::WebImagesURL /rt3/NoAuth/images/ but the logo displayed is still the Best Practical one. I noticed this in the configuration : RT::LocalPath /usr/local/lib/rt3 Do you know if this would be affecting where I should have the local override files ? Re: {Disarmed} [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install Boris Jordanov to: Luke E Morgan 07/08/2007 12:17 Luke E Morgan wrote: > > I'm sure I'm just missing something simple, but I cannot seem to > change the BP logo on my install of RT 3.6.3 on Fedora Core 7. > I've installed RT using yum (lazy I know, but it works apart from this > issue). > > It has been installed into > /usr/share/rt3 > Try with: RT::LogoURL /NoAuth/images/mtllogo.jpg _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: graycol.gif Type: image/gif Size: 105 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: pic05705.gif Type: image/gif Size: 1255 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ecblank.gif Type: image/gif Size: 45 bytes Desc: not available URL: From boris.lytochkin at e-port.ru Tue Aug 7 08:15:02 2007 From: boris.lytochkin at e-port.ru (Boris Lytochkin) Date: Tue, 7 Aug 2007 16:15:02 +0400 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <20070807113648.1E7D54D817F@diesel.bestpractical.com> References: <20070807113648.1E7D54D817F@diesel.bestpractical.com> Message-ID: <97572303.20070807161502@e-port.ru> I wrote a patch that allows to store non-text attachments to be stored out of DB - in my case it greatly reduced DB swelling. Just for now it uses constant string in Attachments->Content to indicate that file is written to FS. You will need to specify some variables in RT_Siteconfig.pm: Set($AttachmentsDirectory, '/var/RT/attachments'); Set($LogAttachmentsLoading, "1"); Set($LogAttachmentsSaving, "1"); Set($StoreNonTextAttachmensInDB, undef); #Set($StoreNonTextAttachmensInDB, "1"); A new share/html/Ticket/Attachment/dhandler and attach.patch for rest of RT distribution is in attachment. Gregory Harper, you can find more complex set of patches allowing to produce & show image thumbs automaticly in attachment too. Some more variables must be specified in RT_Siteconfig.pm Set($ShowTransactionImages, 1); Set($ProduceImageThumbs, 1); Set($ImageThumbsDirectory, '/var/RT/thumbs'); I wonder why bestprcactical is not interested in intergating these patches into RT: From: Jesse Vincent Sent: 21 march 2007 ?., 23:53 To: lytochkin Subject: [RT 3.6] Storing attachments away from DB Hi Boris, Thanks very much for the mail, but I think we're not really interested in offering this feature within RT. Best, Jesse -- Boris Lytochkin, JSC e-port, Moscow web: www.e-port.ru, wap: wap.e-port.ru tel: +7 (495) 777 1872, ext. 251 ____________ Date: Mon, 06 Aug 2007 12:31:31 -0500 From: Gregory Harper Subject: Re: [rt-users] Attachments table of RT's Mysql database To: Justin Brodley Cc: rt-users at lists.bestpractical.com Message-ID: <46B75AF3.3080200 at stevensind.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Justin Brodley wrote: > We actually had to disable the attachment feature as we were having our customers attach enormous files and killed our DB processing. Ultimately we are looking > into rewriting the attachment feature to store the attachments on the web server to alleviate this overhead from the DB. I understand that the attachment table also > stores all updates to a ticket, not just the attachments. > > > Justin Brodley > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Harper > Sent: Wednesday, August 01, 2007 12:41 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Attachments table of RT's Mysql database > > Hello everybody. > > We've been using RT for more than three months as part of our > customer concern processes. Overall, things have been going well. > The configuration includes Mysql, Apache2 and Postfix running on Ubuntu > 6.06. I've made no modifications to the databases. > The primary concern at this point is that the Attachments table of the > Mysql database is growing significantly. Our CSR's want to attach > PDFs, jpegs, etc. to the tickets with the jpegs usually created by our > customers. The digital photos are the main culprit. I've read about > scaling back the photos, creating thumbnails, etc. and we need to find a > way to limit the attachment size prior to attachment. > > Has anyone else using RT had this type of problem? > > What are the best approaches for minimizing and controlling the size > of the Attachments table? > > Any information, feedback and guidance are appreciated. > > thanks - Gregory Harper , Stevens Industries > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > Thanks Justin for the feedback. Anyone else have input regarding their experiences with Attachments and RT? thanks - Greg ------------------------------ Message: 3 Date: Mon, 6 Aug 2007 11:53:13 -0700 (PDT) From: Ed Matthews Subject: [rt-users] Kwiki Table Rendering? To: rt-users at lists.bestpractical.com Message-ID: <569062.32875.qm at web51102.mail.re2.yahoo.com> Content-Type: text/plain; charset=us-ascii Happy Monday. Does anyone know why Kwiki renders tables on this page, http://wiki.bestpractical.com/view/ManualScrips but not on this page http://wiki.bestpractical.com/view/ManualRights nor in my personal page . I tried copy pasting the first ManualScrips table wiki markup into another edit page and saving, and it wouldn't render there either after save. Ed Matthews g8orade at yahoo.com ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC ------------------------------ Message: 4 Date: Tue, 7 Aug 2007 10:20:33 +0100 From: Luke E Morgan Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install To: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset="us-ascii" I'm sure I'm just missing something simple, but I cannot seem to change the BP logo on my install of RT 3.6.3 on Fedora Core 7. I've installed RT using yum (lazy I know, but it works apart from this issue). It has been installed into /usr/share/rt3 I've created /usr/local/rt3/html/Elements/ and copied the Logo file into that directory. I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images It is a 92x50pixels jpeg. Following suggestions from the wiki and the mailing list archives, I put this line into the Logo file : Intranet I have modified by RT_SiteConfig.pm file. If I log into the web interface, under tools, choose system configuration, the following variables are set : RT::LogoLinkURL http://192.168.66.1 RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg RT::LogoWidth 92 RT::LogoHeight 50 RT::MasonDataDir /var/cache/rt3/mason_data I've tried stopping the webserver, deleting Logo.obj from /var/cache/rt3/mason_data/obj/3989424063/standard When I restart apache, and refresh the RT page, Logo.obj is recreated with the best practical logo in it. Where am I going wrong ? Can anyone point me in the right direction please ? Thanks in advance Luke _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/37bbd464/attachment-0001.htm ------------------------------ Message: 5 Date: Tue, 7 Aug 2007 12:39:04 +0100 From: Luke E Morgan Subject: Re: {Disarmed} [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install To: Boris Jordanov Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset="us-ascii" Skipped content of type multipart/alternative-------------- next part -------------- A non-text attachment was scrubbed... Name: graycol.gif Type: image/gif Size: 105 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/graycol.gif -------------- next part -------------- A non-text attachment was scrubbed... Name: pic05705.gif Type: image/gif Size: 1255 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/pic05705.gif -------------- next part -------------- A non-text attachment was scrubbed... Name: ecblank.gif Type: image/gif Size: 45 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/ecblank.gif ------------------------------ _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 41, Issue 20 **************************************** -------------- next part -------------- A non-text attachment was scrubbed... Name: attach.patch Type: application/octet-stream Size: 5361 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: dhandler Type: application/octet-stream Size: 4434 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: attach_and_thumbs.patch2.diff Type: application/octet-stream Size: 5634 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: attach_and_thumbs.patch1.diff Type: application/octet-stream Size: 6772 bytes Desc: not available URL: From ktm at rice.edu Tue Aug 7 08:22:49 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 7 Aug 2007 07:22:49 -0500 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <97572303.20070807161502@e-port.ru> References: <20070807113648.1E7D54D817F@diesel.bestpractical.com> <97572303.20070807161502@e-port.ru> Message-ID: <20070807122249.GC12924@it.is.rice.edu> Dear Mr. Lytochkin, There are two very good reasons to not store attachments outside of the database. First, if everything is inside a database, then a simple backup of the database will get everything related to a particular RT instance. Second, in many cases you would like to isolate the front-end from the back-end information store. Once you need access to the filesystem, everything becomes much more involved. I am certain that there are other reasons, but those two are certainly enough for me. I have appreciated the ease of generating a consistent backup of my RT information store. Ken On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote: > I wrote a patch that allows to store non-text attachments to be > stored out of DB - in my case it greatly reduced DB swelling. > Just for now it uses constant string in Attachments->Content to > indicate that file is written to FS. > > You will need to specify some variables in RT_Siteconfig.pm: > Set($AttachmentsDirectory, '/var/RT/attachments'); > Set($LogAttachmentsLoading, "1"); > Set($LogAttachmentsSaving, "1"); > Set($StoreNonTextAttachmensInDB, undef); > #Set($StoreNonTextAttachmensInDB, "1"); > > A new share/html/Ticket/Attachment/dhandler and attach.patch for > rest of RT distribution is in attachment. > > > Gregory Harper, you can find more complex set of patches allowing to > produce & show image thumbs automaticly in attachment too. > Some more variables must be specified in RT_Siteconfig.pm > > Set($ShowTransactionImages, 1); > Set($ProduceImageThumbs, 1); > Set($ImageThumbsDirectory, '/var/RT/thumbs'); > > > I wonder why bestprcactical is not interested in intergating these > patches into RT: > From: Jesse Vincent > Sent: 21 march 2007 ?., 23:53 > To: lytochkin > Subject: [RT 3.6] Storing attachments away from DB > Hi Boris, > > Thanks very much for the mail, but I think we're not really > interested in offering this feature within RT. > Best, > Jesse > > > > > -- > Boris Lytochkin, > JSC e-port, Moscow > web: www.e-port.ru, wap: wap.e-port.ru > tel: +7 (495) 777 1872, ext. 251 > > > ____________ > > Date: Mon, 06 Aug 2007 12:31:31 -0500 > From: Gregory Harper > Subject: Re: [rt-users] Attachments table of RT's Mysql database > To: Justin Brodley > Cc: rt-users at lists.bestpractical.com > Message-ID: <46B75AF3.3080200 at stevensind.com> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Justin Brodley wrote: > > We actually had to disable the attachment feature as we were having our customers attach enormous files and killed our DB processing. Ultimately we are looking > > into rewriting the attachment feature to store the attachments on the web server to alleviate this overhead from the DB. I understand that the attachment table also > > stores all updates to a ticket, not just the attachments. > > > > > > Justin Brodley > > > > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Harper > > Sent: Wednesday, August 01, 2007 12:41 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Attachments table of RT's Mysql database > > > > Hello everybody. > > > > We've been using RT for more than three months as part of our > > customer concern processes. Overall, things have been going well. > > The configuration includes Mysql, Apache2 and Postfix running on Ubuntu > > 6.06. I've made no modifications to the databases. > > The primary concern at this point is that the Attachments table of the > > Mysql database is growing significantly. Our CSR's want to attach > > PDFs, jpegs, etc. to the tickets with the jpegs usually created by our > > customers. The digital photos are the main culprit. I've read about > > scaling back the photos, creating thumbnails, etc. and we need to find a > > way to limit the attachment size prior to attachment. > > > > Has anyone else using RT had this type of problem? > > > > What are the best approaches for minimizing and controlling the size > > of the Attachments table? > > > > Any information, feedback and guidance are appreciated. > > > > thanks - Gregory Harper , Stevens Industries > > > > > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > Thanks Justin for the feedback. Anyone else have input regarding their > experiences with Attachments and RT? > > thanks - Greg > > > > ------------------------------ > > Message: 3 > Date: Mon, 6 Aug 2007 11:53:13 -0700 (PDT) > From: Ed Matthews > Subject: [rt-users] Kwiki Table Rendering? > To: rt-users at lists.bestpractical.com > Message-ID: <569062.32875.qm at web51102.mail.re2.yahoo.com> > Content-Type: text/plain; charset=us-ascii > > Happy Monday. > > Does anyone know why Kwiki renders tables on this page, > http://wiki.bestpractical.com/view/ManualScrips > > but not on this page > http://wiki.bestpractical.com/view/ManualRights > nor in my personal page . > > I tried copy pasting the first ManualScrips table wiki markup into another edit page and saving, and it wouldn't render there either after save. > > Ed Matthews > g8orade at yahoo.com > > > > > > ____________________________________________________________________________________ > Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. > http://mobile.yahoo.com/go?refer=1GNXIC > > > ------------------------------ > > Message: 4 > Date: Tue, 7 Aug 2007 10:20:33 +0100 > From: Luke E Morgan > Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 > yum install > To: rt-users at lists.bestpractical.com > Message-ID: > > > Content-Type: text/plain; charset="us-ascii" > > > I'm sure I'm just missing something simple, but I cannot seem to change the > BP logo on my install of RT 3.6.3 on Fedora Core 7. > I've installed RT using yum (lazy I know, but it works apart from this > issue). > > It has been installed into > /usr/share/rt3 > I've created /usr/local/rt3/html/Elements/ > and copied the Logo file into that directory. > > I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images > It is a 92x50pixels jpeg. > > Following suggestions from the wiki and the mailing list archives, I put > this line into the Logo file : > Intranet width="<%$RT::LogoWidth%>" height="<%$RT::LogoHeight%>" /> > > I have modified by RT_SiteConfig.pm file. > If I log into the web interface, under tools, choose system configuration, > the following variables are set : > RT::LogoLinkURL http://192.168.66.1 > RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg > RT::LogoWidth 92 > RT::LogoHeight 50 > RT::MasonDataDir /var/cache/rt3/mason_data > > I've tried stopping the webserver, deleting Logo.obj from > /var/cache/rt3/mason_data/obj/3989424063/standard > When I restart apache, and refresh the RT page, Logo.obj is recreated with > the best practical logo in it. > > Where am I going wrong ? Can anyone point me in the right direction please > ? > > Thanks in advance > > Luke > > _____________________________________________________________ > > This email message may contain privileged/confidential information and/or > copyright material. It is intended only for the use of the person(s) to whom > it is addressed and any unauthorised use may be unlawful. If you receive this > email by mistake, please advise the sender immediately by using the reply > facility in your email software and delete the material from your computer. > > The material contained in this message does not constitute a binding > contract with any company within the MTL Instruments Group plc. Opinions, > conclusions and other information in this email that do not relate to the official > business of this organisation shall be understood as neither given nor endorsed > by it. Registered in England No. 1871978, VAT Reg. No 449343040, > MTL Instruments Ltd, Power Court, Luton, LU1 3JJ > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/37bbd464/attachment-0001.htm > > ------------------------------ > > Message: 5 > Date: Tue, 7 Aug 2007 12:39:04 +0100 > From: Luke E Morgan > Subject: Re: {Disarmed} [rt-users] Trying to change the logo. Fedora > Core 7, RT3.6.3 yum install > To: Boris Jordanov > Cc: rt-users at lists.bestpractical.com > Message-ID: > > > Content-Type: text/plain; charset="us-ascii" > > Skipped content of type multipart/alternative-------------- next part -------------- > A non-text attachment was scrubbed... > Name: graycol.gif > Type: image/gif > Size: 105 bytes > Desc: not available > Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/graycol.gif > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: pic05705.gif > Type: image/gif > Size: 1255 bytes > Desc: not available > Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/pic05705.gif > -------------- next part -------------- > A non-text attachment was scrubbed... > Name: ecblank.gif > Type: image/gif > Size: 45 bytes > Desc: not available > Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/ecblank.gif > > ------------------------------ > > _______________________________________________ > RT-Users mailing list > RT-Users at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > End of RT-Users Digest, Vol 41, Issue 20 > **************************************** > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Tue Aug 7 08:26:46 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 07 Aug 2007 08:26:46 -0400 Subject: [rt-users] Optimize database after using rtx-shredder Message-ID: <46B86506.5080009@yahoo.com> When we migrated from 3.2.x to 3.6.1 I cleared out roughly 15,000 users created by spam and a comparable number of tickets. I now have in place a script which does this automatically and, considering we get about 100-150 emails a day which are deemed to be spam, this leaves us with quite a few holes in our database. I was looking into optimization to clean things up a bit but read that doing so might require rebuilding indexes. As the indexes are created when the database is built at installation, I don't think it would be wise for me to run an optimization which will leave me lacking these key items. Does anyone have any insight as to whether or not optimization will mess with things too much? Thanks Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From alexsm at gmail.com Tue Aug 7 09:03:14 2007 From: alexsm at gmail.com (Alex Moura) Date: Tue, 7 Aug 2007 10:03:14 -0300 Subject: [rt-users] Error while dumping RT database Message-ID: Hello, Recently our RT database backup script started to show this message. mysqldump: Error 5: Out of memory (Needed 19928072 bytes) when dumping table `Attachments` at row: 390157 Any recommendations? Thanks in advance, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From boris.lytochkin at e-port.ru Tue Aug 7 09:31:08 2007 From: boris.lytochkin at e-port.ru (Boris Lytochkin) Date: Tue, 7 Aug 2007 17:31:08 +0400 Subject: [rt-users] Attachments table of RT's Mysql database Message-ID: <91179600.20070807173108@e-port.ru> Ken, > First, if everything is inside a database, then a > simple backup of the database will get everything related to a > particular RT instance. Wrong. We _stopped_ backup process of RT database due to LARGE amount data every day. We have no such amount of tape to store DB's everyday backups. Now, DB backup is done every day and attachment backup is done separately. As a result we have everyday SQL-backup of DB and incremental backup for attachments. It uses much less space. > Second, in many cases you would like to > isolate the front-end from the back-end information store. Once > you need access to the filesystem, everything becomes much more > involved. I understand that storing attachments out of RT involves much more than DB-only solution, BUT 10 Gb DB with 9.5 Gb of images involves much more. Anyway, it is up to admin to decide whether to store attachments separate or not. Tuesday, August 7, 2007, 4:22:49 PM, you wrote: > Dear Mr. Lytochkin, > There are two very good reasons to not store attachments outside > of the database. First, if everything is inside a database, then a > simple backup of the database will get everything related to a > particular RT instance. Second, in many cases you would like to > isolate the front-end from the back-end information store. Once > you need access to the filesystem, everything becomes much more > involved. I am certain that there are other reasons, but those > two are certainly enough for me. I have appreciated the ease of > generating a consistent backup of my RT information store. > Ken > On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote: >> I wrote a patch that allows to store non-text attachments to be >> stored out of DB - in my case it greatly reduced DB swelling. >> Just for now it uses constant string in Attachments->Content to >> indicate that file is written to FS. >> >> You will need to specify some variables in RT_Siteconfig.pm: >> Set($AttachmentsDirectory, '/var/RT/attachments'); >> Set($LogAttachmentsLoading, "1"); >> Set($LogAttachmentsSaving, "1"); >> Set($StoreNonTextAttachmensInDB, undef); >> #Set($StoreNonTextAttachmensInDB, "1"); >> >> A new share/html/Ticket/Attachment/dhandler and attach.patch for >> rest of RT distribution is in attachment. >> >> >> Gregory Harper, you can find more complex set of patches allowing to >> produce & show image thumbs automaticly in attachment too. >> Some more variables must be specified in RT_Siteconfig.pm >> >> Set($ShowTransactionImages, 1); >> Set($ProduceImageThumbs, 1); >> Set($ImageThumbsDirectory, '/var/RT/thumbs'); >> >> >> I wonder why bestprcactical is not interested in intergating these >> patches into RT: >> From: Jesse Vincent >> Sent: 21 march 2007 ?., 23:53 >> To: lytochkin >> Subject: [RT 3.6] Storing attachments away from DB >> Hi Boris, >> >> Thanks very much for the mail, but I think we're not really >> interested in offering this feature within RT. >> Best, >> Jesse >> >> >> >> >> -- >> Boris Lytochkin, >> JSC e-port, Moscow >> web: www.e-port.ru, wap: wap.e-port.ru >> tel: +7 (495) 777 1872, ext. 251 >> >> >> ____________ >> >> Date: Mon, 06 Aug 2007 12:31:31 -0500 >> From: Gregory Harper >> Subject: Re: [rt-users] Attachments table of RT's Mysql database >> To: Justin Brodley >> Cc: rt-users at lists.bestpractical.com >> Message-ID: <46B75AF3.3080200 at stevensind.com> >> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >> >> Justin Brodley wrote: >> > We actually had to disable the attachment feature as we were having our customers attach enormous files and killed our DB processing. Ultimately we >> are looking >> > into rewriting the attachment feature to store the attachments on the web server to alleviate this overhead from the DB. I understand that the >> attachment table also >> > stores all updates to a ticket, not just the attachments. >> > >> > >> > Justin Brodley >> > >> > >> > >> > -----Original Message----- >> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Harper >> > Sent: Wednesday, August 01, 2007 12:41 PM >> > To: rt-users at lists.bestpractical.com >> > Subject: [rt-users] Attachments table of RT's Mysql database >> > >> > Hello everybody. >> > >> > We've been using RT for more than three months as part of our >> > customer concern processes. Overall, things have been going well. >> > The configuration includes Mysql, Apache2 and Postfix running on Ubuntu >> > 6.06. I've made no modifications to the databases. >> > The primary concern at this point is that the Attachments table of the >> > Mysql database is growing significantly. Our CSR's want to attach >> > PDFs, jpegs, etc. to the tickets with the jpegs usually created by our >> > customers. The digital photos are the main culprit. I've read about >> > scaling back the photos, creating thumbnails, etc. and we need to find a >> > way to limit the attachment size prior to attachment. >> > >> > Has anyone else using RT had this type of problem? >> > >> > What are the best approaches for minimizing and controlling the size >> > of the Attachments table? >> > >> > Any information, feedback and guidance are appreciated. >> > >> > thanks - Gregory Harper , Stevens Industries >> > >> > >> > >> > >> > >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales at bestpractical.com >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> > >> Thanks Justin for the feedback. Anyone else have input regarding their >> experiences with Attachments and RT? >> >> thanks - Greg >> >> >> >> ------------------------------ >> >> Message: 3 >> Date: Mon, 6 Aug 2007 11:53:13 -0700 (PDT) >> From: Ed Matthews >> Subject: [rt-users] Kwiki Table Rendering? >> To: rt-users at lists.bestpractical.com >> Message-ID: <569062.32875.qm at web51102.mail.re2.yahoo.com> >> Content-Type: text/plain; charset=us-ascii >> >> Happy Monday. >> >> Does anyone know why Kwiki renders tables on this page, >> http://wiki.bestpractical.com/view/ManualScrips >> >> but not on this page >> http://wiki.bestpractical.com/view/ManualRights >> nor in my personal page . >> >> I tried copy pasting the first ManualScrips table wiki markup into another edit page and saving, and it wouldn't render there either after save. >> >> Ed Matthews >> g8orade at yahoo.com >> >> >> >> >> >> ____________________________________________________________________________________ >> Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. >> http://mobile.yahoo.com/go?refer=1GNXIC >> >> >> ------------------------------ >> >> Message: 4 >> Date: Tue, 7 Aug 2007 10:20:33 +0100 >> From: Luke E Morgan >> Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 >> yum install >> To: rt-users at lists.bestpractical.com >> Message-ID: >> >> >> Content-Type: text/plain; charset="us-ascii" >> >> >> I'm sure I'm just missing something simple, but I cannot seem to change the >> BP logo on my install of RT 3.6.3 on Fedora Core 7. >> I've installed RT using yum (lazy I know, but it works apart from this >> issue). >> >> It has been installed into >> /usr/share/rt3 >> I've created /usr/local/rt3/html/Elements/ >> and copied the Logo file into that directory. >> >> I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images >> It is a 92x50pixels jpeg. >> >> Following suggestions from the wiki and the mailing list archives, I put >> this line into the Logo file : >> Intranet> width="<%$RT::LogoWidth%>" height="<%$RT::LogoHeight%>" /> >> >> I have modified by RT_SiteConfig.pm file. >> If I log into the web interface, under tools, choose system configuration, >> the following variables are set : >> RT::LogoLinkURL http://192.168.66.1 >> RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg >> RT::LogoWidth 92 >> RT::LogoHeight 50 >> RT::MasonDataDir /var/cache/rt3/mason_data >> >> I've tried stopping the webserver, deleting Logo.obj from >> /var/cache/rt3/mason_data/obj/3989424063/standard >> When I restart apache, and refresh the RT page, Logo.obj is recreated with >> the best practical logo in it. >> >> Where am I going wrong ? Can anyone point me in the right direction please >> ? >> >> Thanks in advance >> >> Luke >> >> _____________________________________________________________ >> >> This email message may contain privileged/confidential information and/or >> copyright material. It is intended only for the use of the person(s) to whom >> it is addressed and any unauthorised use may be unlawful. If you receive this >> email by mistake, please advise the sender immediately by using the reply >> facility in your email software and delete the material from your computer. >> >> The material contained in this message does not constitute a binding >> contract with any company within the MTL Instruments Group plc. Opinions, >> conclusions and other information in this email that do not relate to the official >> business of this organisation shall be understood as neither given nor endorsed >> by it. Registered in England No. 1871978, VAT Reg. No 449343040, >> MTL Instruments Ltd, Power Court, Luton, LU1 3JJ >> >> -------------- next part -------------- >> An HTML attachment was scrubbed... >> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/37bbd464/attachment-0001.htm >> >> ------------------------------ >> >> Message: 5 >> Date: Tue, 7 Aug 2007 12:39:04 +0100 >> From: Luke E Morgan >> Subject: Re: {Disarmed} [rt-users] Trying to change the logo. Fedora >> Core 7, RT3.6.3 yum install >> To: Boris Jordanov >> Cc: rt-users at lists.bestpractical.com >> Message-ID: >> >> >> Content-Type: text/plain; charset="us-ascii" >> >> Skipped content of type multipart/alternative-------------- next part -------------- >> A non-text attachment was scrubbed... >> Name: graycol.gif >> Type: image/gif >> Size: 105 bytes >> Desc: not available >> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/graycol.gif >> -------------- next part -------------- >> A non-text attachment was scrubbed... >> Name: pic05705.gif >> Type: image/gif >> Size: 1255 bytes >> Desc: not available >> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/pic05705.gif >> -------------- next part -------------- >> A non-text attachment was scrubbed... >> Name: ecblank.gif >> Type: image/gif >> Size: 45 bytes >> Desc: not available >> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/ecblank.gif >> >> ------------------------------ >> >> _______________________________________________ >> RT-Users mailing list >> RT-Users at lists.bestpractical.com >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> End of RT-Users Digest, Vol 41, Issue 20 >> **************************************** >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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, Boris Lytochkin mailto:lytochkin at e-port.ru From jbrodley at sumtotalsystems.com Tue Aug 7 10:39:18 2007 From: jbrodley at sumtotalsystems.com (Justin Brodley) Date: Tue, 7 Aug 2007 07:39:18 -0700 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <91179600.20070807173108@e-port.ru> References: <91179600.20070807173108@e-port.ru> Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04F508C5@blv-exch1.sumtotalsystems.com> I personally agree with Boris on this. This should be a configuration option to either store attachments in the database or on the web front end. In most enterprise applications you don't store files or session state in the database unless you have a really good reason too. The overhead added by sessions and files results in increased reads from the web server to verify session or large database sizes to store the files in blobs. Justin Brodley? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Boris Lytochkin Sent: Tuesday, August 07, 2007 6:31 AM To: rt-users at lists.bestpractical.com Subject: Re[2]: [rt-users] Attachments table of RT's Mysql database Ken, > First, if everything is inside a database, then a > simple backup of the database will get everything related to a > particular RT instance. Wrong. We _stopped_ backup process of RT database due to LARGE amount data every day. We have no such amount of tape to store DB's everyday backups. Now, DB backup is done every day and attachment backup is done separately. As a result we have everyday SQL-backup of DB and incremental backup for attachments. It uses much less space. > Second, in many cases you would like to > isolate the front-end from the back-end information store. Once > you need access to the filesystem, everything becomes much more > involved. I understand that storing attachments out of RT involves much more than DB-only solution, BUT 10 Gb DB with 9.5 Gb of images involves much more. Anyway, it is up to admin to decide whether to store attachments separate or not. Tuesday, August 7, 2007, 4:22:49 PM, you wrote: > Dear Mr. Lytochkin, > There are two very good reasons to not store attachments outside > of the database. First, if everything is inside a database, then a > simple backup of the database will get everything related to a > particular RT instance. Second, in many cases you would like to > isolate the front-end from the back-end information store. Once > you need access to the filesystem, everything becomes much more > involved. I am certain that there are other reasons, but those > two are certainly enough for me. I have appreciated the ease of > generating a consistent backup of my RT information store. > Ken > On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote: >> I wrote a patch that allows to store non-text attachments to be >> stored out of DB - in my case it greatly reduced DB swelling. >> Just for now it uses constant string in Attachments->Content to >> indicate that file is written to FS. >> >> You will need to specify some variables in RT_Siteconfig.pm: >> Set($AttachmentsDirectory, '/var/RT/attachments'); >> Set($LogAttachmentsLoading, "1"); >> Set($LogAttachmentsSaving, "1"); >> Set($StoreNonTextAttachmensInDB, undef); >> #Set($StoreNonTextAttachmensInDB, "1"); >> >> A new share/html/Ticket/Attachment/dhandler and attach.patch for >> rest of RT distribution is in attachment. >> >> >> Gregory Harper, you can find more complex set of patches allowing to >> produce & show image thumbs automaticly in attachment too. >> Some more variables must be specified in RT_Siteconfig.pm >> >> Set($ShowTransactionImages, 1); >> Set($ProduceImageThumbs, 1); >> Set($ImageThumbsDirectory, '/var/RT/thumbs'); >> >> >> I wonder why bestprcactical is not interested in intergating these >> patches into RT: >> From: Jesse Vincent >> Sent: 21 march 2007 ?., 23:53 >> To: lytochkin >> Subject: [RT 3.6] Storing attachments away from DB >> Hi Boris, >> >> Thanks very much for the mail, but I think we're not really >> interested in offering this feature within RT. >> Best, >> Jesse >> >> >> >> >> -- >> Boris Lytochkin, >> JSC e-port, Moscow >> web: www.e-port.ru, wap: wap.e-port.ru >> tel: +7 (495) 777 1872, ext. 251 >> >> >> ____________ >> >> Date: Mon, 06 Aug 2007 12:31:31 -0500 >> From: Gregory Harper >> Subject: Re: [rt-users] Attachments table of RT's Mysql database >> To: Justin Brodley >> Cc: rt-users at lists.bestpractical.com >> Message-ID: <46B75AF3.3080200 at stevensind.com> >> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >> >> Justin Brodley wrote: >> > We actually had to disable the attachment feature as we were having our customers attach enormous files and killed our DB processing. Ultimately we >> are looking >> > into rewriting the attachment feature to store the attachments on the web server to alleviate this overhead from the DB. I understand that the >> attachment table also >> > stores all updates to a ticket, not just the attachments. >> > >> > >> > Justin Brodley >> > >> > >> > >> > -----Original Message----- >> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Harper >> > Sent: Wednesday, August 01, 2007 12:41 PM >> > To: rt-users at lists.bestpractical.com >> > Subject: [rt-users] Attachments table of RT's Mysql database >> > >> > Hello everybody. >> > >> > We've been using RT for more than three months as part of our >> > customer concern processes. Overall, things have been going well. >> > The configuration includes Mysql, Apache2 and Postfix running on Ubuntu >> > 6.06. I've made no modifications to the databases. >> > The primary concern at this point is that the Attachments table of the >> > Mysql database is growing significantly. Our CSR's want to attach >> > PDFs, jpegs, etc. to the tickets with the jpegs usually created by our >> > customers. The digital photos are the main culprit. I've read about >> > scaling back the photos, creating thumbnails, etc. and we need to find a >> > way to limit the attachment size prior to attachment. >> > >> > Has anyone else using RT had this type of problem? >> > >> > What are the best approaches for minimizing and controlling the size >> > of the Attachments table? >> > >> > Any information, feedback and guidance are appreciated. >> > >> > thanks - Gregory Harper , Stevens Industries >> > >> > >> > >> > >> > >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales at bestpractical.com >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> > >> Thanks Justin for the feedback. Anyone else have input regarding their >> experiences with Attachments and RT? >> >> thanks - Greg >> >> >> >> ------------------------------ >> >> Message: 3 >> Date: Mon, 6 Aug 2007 11:53:13 -0700 (PDT) >> From: Ed Matthews >> Subject: [rt-users] Kwiki Table Rendering? >> To: rt-users at lists.bestpractical.com >> Message-ID: <569062.32875.qm at web51102.mail.re2.yahoo.com> >> Content-Type: text/plain; charset=us-ascii >> >> Happy Monday. >> >> Does anyone know why Kwiki renders tables on this page, >> http://wiki.bestpractical.com/view/ManualScrips >> >> but not on this page >> http://wiki.bestpractical.com/view/ManualRights >> nor in my personal page . >> >> I tried copy pasting the first ManualScrips table wiki markup into another edit page and saving, and it wouldn't render there either after save. >> >> Ed Matthews >> g8orade at yahoo.com >> >> >> >> >> >> ____________________________________________________________________________________ >> Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. >> http://mobile.yahoo.com/go?refer=1GNXIC >> >> >> ------------------------------ >> >> Message: 4 >> Date: Tue, 7 Aug 2007 10:20:33 +0100 >> From: Luke E Morgan >> Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 >> yum install >> To: rt-users at lists.bestpractical.com >> Message-ID: >> >> >> Content-Type: text/plain; charset="us-ascii" >> >> >> I'm sure I'm just missing something simple, but I cannot seem to change the >> BP logo on my install of RT 3.6.3 on Fedora Core 7. >> I've installed RT using yum (lazy I know, but it works apart from this >> issue). >> >> It has been installed into >> /usr/share/rt3 >> I've created /usr/local/rt3/html/Elements/ >> and copied the Logo file into that directory. >> >> I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images >> It is a 92x50pixels jpeg. >> >> Following suggestions from the wiki and the mailing list archives, I put >> this line into the Logo file : >> Intranet> width="<%$RT::LogoWidth%>" height="<%$RT::LogoHeight%>" /> >> >> I have modified by RT_SiteConfig.pm file. >> If I log into the web interface, under tools, choose system configuration, >> the following variables are set : >> RT::LogoLinkURL http://192.168.66.1 >> RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg >> RT::LogoWidth 92 >> RT::LogoHeight 50 >> RT::MasonDataDir /var/cache/rt3/mason_data >> >> I've tried stopping the webserver, deleting Logo.obj from >> /var/cache/rt3/mason_data/obj/3989424063/standard >> When I restart apache, and refresh the RT page, Logo.obj is recreated with >> the best practical logo in it. >> >> Where am I going wrong ? Can anyone point me in the right direction please >> ? >> >> Thanks in advance >> >> Luke >> >> _____________________________________________________________ >> >> This email message may contain privileged/confidential information and/or >> copyright material. It is intended only for the use of the person(s) to whom >> it is addressed and any unauthorised use may be unlawful. If you receive this >> email by mistake, please advise the sender immediately by using the reply >> facility in your email software and delete the material from your computer. >> >> The material contained in this message does not constitute a binding >> contract with any company within the MTL Instruments Group plc. Opinions, >> conclusions and other information in this email that do not relate to the official >> business of this organisation shall be understood as neither given nor endorsed >> by it. Registered in England No. 1871978, VAT Reg. No 449343040, >> MTL Instruments Ltd, Power Court, Luton, LU1 3JJ >> >> -------------- next part -------------- >> An HTML attachment was scrubbed... >> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/37bbd464/attachment-0001.htm >> >> ------------------------------ >> >> Message: 5 >> Date: Tue, 7 Aug 2007 12:39:04 +0100 >> From: Luke E Morgan >> Subject: Re: {Disarmed} [rt-users] Trying to change the logo. Fedora >> Core 7, RT3.6.3 yum install >> To: Boris Jordanov >> Cc: rt-users at lists.bestpractical.com >> Message-ID: >> >> >> Content-Type: text/plain; charset="us-ascii" >> >> Skipped content of type multipart/alternative-------------- next part -------------- >> A non-text attachment was scrubbed... >> Name: graycol.gif >> Type: image/gif >> Size: 105 bytes >> Desc: not available >> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/graycol.gif >> -------------- next part -------------- >> A non-text attachment was scrubbed... >> Name: pic05705.gif >> Type: image/gif >> Size: 1255 bytes >> Desc: not available >> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/pic05705.gif >> -------------- next part -------------- >> A non-text attachment was scrubbed... >> Name: ecblank.gif >> Type: image/gif >> Size: 45 bytes >> Desc: not available >> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/ecblank.gif >> >> ------------------------------ >> >> _______________________________________________ >> RT-Users mailing list >> RT-Users at lists.bestpractical.com >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> End of RT-Users Digest, Vol 41, Issue 20 >> **************************************** >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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, Boris Lytochkin mailto:lytochkin at e-port.ru _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 svitter at list.ru Tue Aug 7 12:49:12 2007 From: svitter at list.ru (Viktor) Date: Tue, 07 Aug 2007 20:49:12 +0400 Subject: =?koi8-r?Q?Re[4]=3A_[rt-users]_Attachments_table_of_RT's_Mysql_database?= In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04F508C5@blv-exch1.sumtotalsystems.com> References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04F508C5@blv-exch1.sumtotalsystems.com> Message-ID: > I personally agree with Boris on this. This should be a configuration option to either store attachments in the database or on the web front end. So do I. Moreover, it might be very convenient to store only _unique_ attachments and to have a counter of 'uniqueness' for each one. After all, RT is a tracker. Some users may tend to send the same files repeatedly (for instance, request handlers might send the same patch to a limited number of RT users). A configuration option to store attachments in server's local FS instead of any DBMS would be nice for some configurations. We currently have RT configuration with ~50Gb pgsql database! > In most enterprise applications you don't store files or session state in the database unless you have a really good reason too. The overhead added by sessions and files results in increased reads from the web server to verify session or large database sizes to store the files in blobs. Good point, but for DB transactions facility... > > > > > Justin Brodley > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Boris Lytochkin > Sent: Tuesday, August 07, 2007 6:31 AM > To: rt-users at lists.bestpractical.com > Subject: Re[2]: [rt-users] Attachments table of RT's Mysql database > > Ken, > > > First, if everything is inside a database, then a > > simple backup of the database will get everything related to a > > particular RT instance. > Wrong. We _stopped_ backup process of RT database due to LARGE amount > data every day. We have no such amount of tape to store DB's everyday > backups. > Now, DB backup is done every day and attachment backup is done > separately. As a result we have everyday SQL-backup of DB and > incremental backup for attachments. It uses much less space. > > > Second, in many cases you would like to > > isolate the front-end from the back-end information store. Once > > you need access to the filesystem, everything becomes much more > > involved. > > I understand that storing attachments out of RT involves much more > than DB-only solution, BUT 10 Gb DB with 9.5 Gb of images involves much more. > > Anyway, it is up to admin to decide whether to store attachments > separate or not. > > > Tuesday, August 7, 2007, 4:22:49 PM, you wrote: > > > Dear Mr. Lytochkin, > > > There are two very good reasons to not store attachments outside > > of the database. First, if everything is inside a database, then a > > simple backup of the database will get everything related to a > > particular RT instance. Second, in many cases you would like to > > isolate the front-end from the back-end information store. Once > > you need access to the filesystem, everything becomes much more > > involved. I am certain that there are other reasons, but those > > two are certainly enough for me. I have appreciated the ease of > > generating a consistent backup of my RT information store. > > > Ken > > > On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote: > >> I wrote a patch that allows to store non-text attachments to be > >> stored out of DB - in my case it greatly reduced DB swelling. > >> Just for now it uses constant string in Attachments->Content to > >> indicate that file is written to FS. > >> > >> You will need to specify some variables in RT_Siteconfig.pm: > >> Set($AttachmentsDirectory, '/var/RT/attachments'); > >> Set($LogAttachmentsLoading, "1"); > >> Set($LogAttachmentsSaving, "1"); > >> Set($StoreNonTextAttachmensInDB, undef); > >> #Set($StoreNonTextAttachmensInDB, "1"); > >> > >> A new share/html/Ticket/Attachment/dhandler and attach.patch for > >> rest of RT distribution is in attachment. > >> > >> > >> Gregory Harper, you can find more complex set of patches allowing to > >> produce & show image thumbs automaticly in attachment too. > >> Some more variables must be specified in RT_Siteconfig.pm > >> > >> Set($ShowTransactionImages, 1); > >> Set($ProduceImageThumbs, 1); > >> Set($ImageThumbsDirectory, '/var/RT/thumbs'); > >> > >> > >> I wonder why bestprcactical is not interested in intergating these > >> patches into RT: > >> From: Jesse Vincent > >> Sent: 21 march 2007 ?., 23:53 > >> To: lytochkin > >> Subject: [RT 3.6] Storing attachments away from DB > >> Hi Boris, > >> > >> Thanks very much for the mail, but I think we're not really > >> interested in offering this feature within RT. > >> Best, > >> Jesse > >> > >> > >> > >> > >> -- > >> Boris Lytochkin, > >> JSC e-port, Moscow > >> web: www.e-port.ru, wap: wap.e-port.ru > >> tel: +7 (495) 777 1872, ext. 251 > >> > >> > >> ____________ > >> > >> Date: Mon, 06 Aug 2007 12:31:31 -0500 > >> From: Gregory Harper > >> Subject: Re: [rt-users] Attachments table of RT's Mysql database > >> To: Justin Brodley > >> Cc: rt-users at lists.bestpractical.com > >> Message-ID: <46B75AF3.3080200 at stevensind.com> > >> Content-Type: text/plain; charset=ISO-8859-1; format=flowed > >> > >> Justin Brodley wrote: > >> > We actually had to disable the attachment feature as we were having our customers attach enormous files and killed our DB processing. Ultimately we > >> are looking > >> > into rewriting the attachment feature to store the attachments on the web server to alleviate this overhead from the DB. I understand that the > >> attachment table also > >> > stores all updates to a ticket, not just the attachments. > >> > > >> > > >> > Justin Brodley > >> > > >> > > >> > > >> > -----Original Message----- > >> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Harper > >> > Sent: Wednesday, August 01, 2007 12:41 PM > >> > To: rt-users at lists.bestpractical.com > >> > Subject: [rt-users] Attachments table of RT's Mysql database > >> > > >> > Hello everybody. > >> > > >> > We've been using RT for more than three months as part of our > >> > customer concern processes. Overall, things have been going well. > >> > The configuration includes Mysql, Apache2 and Postfix running on Ubuntu > >> > 6.06. I've made no modifications to the databases. > >> > The primary concern at this point is that the Attachments table of the > >> > Mysql database is growing significantly. Our CSR's want to attach > >> > PDFs, jpegs, etc. to the tickets with the jpegs usually created by our > >> > customers. The digital photos are the main culprit. I've read about > >> > scaling back the photos, creating thumbnails, etc. and we need to find a > >> > way to limit the attachment size prior to attachment. > >> > > >> > Has anyone else using RT had this type of problem? > >> > > >> > What are the best approaches for minimizing and controlling the size > >> > of the Attachments table? > >> > > >> > Any information, feedback and guidance are appreciated. > >> > > >> > thanks - Gregory Harper , Stevens Industries > >> > > >> > > >> > > >> > > >> > > >> > _______________________________________________ > >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > > >> > Community help: http://wiki.bestpractical.com > >> > Commercial support: sales at bestpractical.com > >> > > >> > > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> > Buy a copy at http://rtbook.bestpractical.com > >> > > >> > > >> Thanks Justin for the feedback. Anyone else have input regarding their > >> experiences with Attachments and RT? > >> > >> thanks - Greg > >> > >> > >> > >> ------------------------------ > >> > >> Message: 3 > >> Date: Mon, 6 Aug 2007 11:53:13 -0700 (PDT) > >> From: Ed Matthews > >> Subject: [rt-users] Kwiki Table Rendering? > >> To: rt-users at lists.bestpractical.com > >> Message-ID: <569062.32875.qm at web51102.mail.re2.yahoo.com> > >> Content-Type: text/plain; charset=us-ascii > >> > >> Happy Monday. > >> > >> Does anyone know why Kwiki renders tables on this page, > >> http://wiki.bestpractical.com/view/ManualScrips > >> > >> but not on this page > >> http://wiki.bestpractical.com/view/ManualRights > >> nor in my personal page . > >> > >> I tried copy pasting the first ManualScrips table wiki markup into another edit page and saving, and it wouldn't render there either after save. > >> > >> Ed Matthews > >> g8orade at yahoo.com > >> > >> > >> > >> > >> > >> ____________________________________________________________________________________ > >> Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. > >> http://mobile.yahoo.com/go?refer=1GNXIC > >> > >> > >> ------------------------------ > >> > >> Message: 4 > >> Date: Tue, 7 Aug 2007 10:20:33 +0100 > >> From: Luke E Morgan > >> Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 > >> yum install > >> To: rt-users at lists.bestpractical.com > >> Message-ID: > >> > >> > >> Content-Type: text/plain; charset="us-ascii" > >> > >> > >> I'm sure I'm just missing something simple, but I cannot seem to change the > >> BP logo on my install of RT 3.6.3 on Fedora Core 7. > >> I've installed RT using yum (lazy I know, but it works apart from this > >> issue). > >> > >> It has been installed into > >> /usr/share/rt3 > >> I've created /usr/local/rt3/html/Elements/ > >> and copied the Logo file into that directory. > >> > >> I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images > >> It is a 92x50pixels jpeg. > >> > >> Following suggestions from the wiki and the mailing list archives, I put > >> this line into the Logo file : > >> Intranet >> width="<%$RT::LogoWidth%>" height="<%$RT::LogoHeight%>" /> > >> > >> I have modified by RT_SiteConfig.pm file. > >> If I log into the web interface, under tools, choose system configuration, > >> the following variables are set : > >> RT::LogoLinkURL http://192.168.66.1 > >> RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg > >> RT::LogoWidth 92 > >> RT::LogoHeight 50 > >> RT::MasonDataDir /var/cache/rt3/mason_data > >> > >> I've tried stopping the webserver, deleting Logo.obj from > >> /var/cache/rt3/mason_data/obj/3989424063/standard > >> When I restart apache, and refresh the RT page, Logo.obj is recreated with > >> the best practical logo in it. > >> > >> Where am I going wrong ? Can anyone point me in the right direction please > >> ? > >> > >> Thanks in advance > >> > >> Luke > >> > >> _____________________________________________________________ > >> > >> This email message may contain privileged/confidential information and/or > >> copyright material. It is intended only for the use of the person(s) to whom > >> it is addressed and any unauthorised use may be unlawful. If you receive this > >> email by mistake, please advise the sender immediately by using the reply > >> facility in your email software and delete the material from your computer. > >> > >> The material contained in this message does not constitute a binding > >> contract with any company within the MTL Instruments Group plc. Opinions, > >> conclusions and other information in this email that do not relate to the official > >> business of this organisation shall be understood as neither given nor endorsed > >> by it. Registered in England No. 1871978, VAT Reg. No 449343040, > >> MTL Instruments Ltd, Power Court, Luton, LU1 3JJ > >> > >> -------------- next part -------------- > >> An HTML attachment was scrubbed... > >> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/37bbd464/attachment-0001.htm > >> > >> ------------------------------ > >> > >> Message: 5 > >> Date: Tue, 7 Aug 2007 12:39:04 +0100 > >> From: Luke E Morgan > >> Subject: Re: {Disarmed} [rt-users] Trying to change the logo. Fedora > >> Core 7, RT3.6.3 yum install > >> To: Boris Jordanov > >> Cc: rt-users at lists.bestpractical.com > >> Message-ID: > >> > >> > >> Content-Type: text/plain; charset="us-ascii" > >> > >> Skipped content of type multipart/alternative-------------- next part -------------- > >> A non-text attachment was scrubbed... > >> Name: graycol.gif > >> Type: image/gif > >> Size: 105 bytes > >> Desc: not available > >> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/graycol.gif > >> -------------- next part -------------- > >> A non-text attachment was scrubbed... > >> Name: pic05705.gif > >> Type: image/gif > >> Size: 1255 bytes > >> Desc: not available > >> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/pic05705.gif > >> -------------- next part -------------- > >> A non-text attachment was scrubbed... > >> Name: ecblank.gif > >> Type: image/gif > >> Size: 45 bytes > >> Desc: not available > >> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/ecblank.gif > >> > >> ------------------------------ > >> > >> _______________________________________________ > >> RT-Users mailing list > >> RT-Users at lists.bestpractical.com > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> > >> End of RT-Users Digest, Vol 41, Issue 20 > >> **************************************** > >> > >> > > > > > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: 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, > Boris Lytochkin mailto:lytochkin at e-port.ru > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 svitter at list.ru Tue Aug 7 12:55:15 2007 From: svitter at list.ru (Viktor) Date: Tue, 07 Aug 2007 20:55:15 +0400 Subject: =?koi8-r?Q?Re=3A_[rt-users]_Optimize_database_after_using_rtx-shredder?= In-Reply-To: <46B86506.5080009@yahoo.com> References: <46B86506.5080009@yahoo.com> Message-ID: Hello, Mathew. > When we migrated from 3.2.x to 3.6.1 I cleared out roughly 15,000 users created > by spam and a comparable number of tickets. I now have in place a script which > does this automatically and, considering we get about 100-150 emails a day which > are deemed to be spam, this leaves us with quite a few holes in our database. > > I was looking into optimization to clean things up a bit but read that doing so > might require rebuilding indexes. As the indexes are created when the database > is built at installation, I don't think it would be wise for me to run an > optimization which will leave me lacking these key items. > > Does anyone have any insight as to whether or not optimization will mess with > things too much? Which DBMS are you using? If you use PostgreSQL, there is 'VACUUM FULL ANALYZE' option (I/O | RAM expensive, though...). It is described in postgres manual. There's also CLUSTER or CLUSTER INDEX command in pgsql, it does reorder your data physically on the underlying storage. However, data get messed again during normal database usage (inserts, deletes, updates...) If you aren't using PostgreSQL, you probably should :) > Thanks > Mathew > -- > Keep up with me and what I'm up to: http://theillien.blogspot.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 shildreth at allantgroup.com Tue Aug 7 13:01:46 2007 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Tue, 07 Aug 2007 12:01:46 -0500 Subject: [rt-users] History Display for a Ticket In-Reply-To: <1186172375.1079.66.camel@scotth.emsphone.com> References: <1186065249.1079.7.camel@scotth.emsphone.com> <46B205DC.6090805@lbl.gov> <1186073589.1079.10.camel@scotth.emsphone.com> <1186156274.1079.46.camel@scotth.emsphone.com> <1186172375.1079.66.camel@scotth.emsphone.com> Message-ID: <1186506106.1079.131.camel@scotth.emsphone.com> On Fri, 2007-08-03 at 15:19 -0500, Scott T. Hildreth wrote: > On Fri, 2007-08-03 at 10:51 -0500, Scott T. Hildreth wrote: > > On Thu, 2007-08-02 at 11:53 -0500, Scott T. Hildreth wrote: > > > On Thu, 2007-08-02 at 09:27 -0700, Kenneth Crocker wrote: > > > > Scott, > > > > > > > > > > > > Normally, I would say that giving the privilege "ShowOutgoingEmail" > > > > would do the trick. It works just like "ShowTicketComments". Having > > > > rights like "SeeQueue" and "ShowTicket" does not do the trick alone. > > > > However, I am now a little confused hearing that flipping the switch on > > > > $OldestTransactionsFirst did the trick. > > > > > > Maybe, I didn't explain it right. They can see the replies & email it > > > is that all the history does not display on the page. By reversing the > > > order the newer transactions fill the page now and the older history is > > > not displaying. I'm wondering if this is some sort of limit set? > > > > > > > This ticket I am looking at has 83 transactions. If I query the Transactions table, selecting only transactions for this ticket that were created by non-RT::System ids, there are 29. All of type RT::Ticket. If unset the $OldestTransactionsFirst, the history on the display page shows the first 20 Tickets (non-system tickets, I added the HideTransactons override) If re-set $OldestTransactionsFirst in RT_SiteConfig.pm, stop apache, remove mason_data/obj/*, restart apache, search for that ticket, the ticket display only shows the last 7 tickets. I have looked at RT code and read relevant chapters in RT Essentials and I cannot figure out why the all history will not show up in the History section. I feel like I am really overlooking something obvious, does anyone have any ideas on what is going? Thanks. > Only 17 or so show > > up in the History section of the page. > > Well, I opened my eyes wider and found this, > > http://wiki.bestpractical.com/view/HideTransactions > > which should show all the history on the History Tab, > although it shows a couple of more of the Transactions, > they are all not there. > > Something is limiting the page size, not sure what. I will > continue testing, just seeing if more info will spark an > answer. > > > > Is there a way to display all > > the transactions or have "next page" link? > > I see this is on the WishList on the wiki, > > "Ability to display ticket history by page, e.g. 15 rows/transaction > logs per page, with Next, First, Previous, Last buttons/links at the > bottom or top. Especially helpful and useful for tickets with huge > history/transactions and if using RT from a slow connection. > > > Does anyone else have > > this issue? > > > Thanks for listening. :-) > > > > > > > > > > Unless you had already granted > > > > that privilege ("ShowOutgoingEmail") and the descending order was the > > > > problem. Interesting. > > > > > > > > > > > > Kenn > > > > LBNL > > > > > > > > > > > > Scott T. Hildreth wrote: > > > > > I know I must be missing something obvious hear, but I can't find the > > > > > answer. I've had complaints about updates not displaying for a ticket. > > > > > The email would go out, but the reply was not shown in the Ticket > > > > > History. I looked into it and saw the data was there just not > > > > > displaying on the web page. So I set the $OldestTransactionsFirst > > > > > to '0' and the data showed up to the top of the history. This turned > > > > > to be an option the users wanted anyways. My question is how do you > > > > > access the history data that is not showing on the page? > > > > > > > > > > > > > > > Thanks. > > > > > -- Scott T. Hildreth From barnesaw at ucrwcu.rwc.uc.edu Tue Aug 7 13:08:19 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 07 Aug 2007 13:08:19 -0400 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <91179600.20070807173108@e-port.ru> References: <91179600.20070807173108@e-port.ru> Message-ID: <46B8A703.8010004@ucrwcu.rwc.uc.edu> I guess it all comes down to "different strokes for different folks". Perhaps this could be put up on the wiki and then if someone needs this capability they can easily get it? DB Boris Lytochkin wrote: > Ken, > > >> First, if everything is inside a database, then a >> simple backup of the database will get everything related to a >> particular RT instance. >> > Wrong. We _stopped_ backup process of RT database due to LARGE amount > data every day. We have no such amount of tape to store DB's everyday > backups. > Now, DB backup is done every day and attachment backup is done > separately. As a result we have everyday SQL-backup of DB and > incremental backup for attachments. It uses much less space. > > >> Second, in many cases you would like to >> isolate the front-end from the back-end information store. Once >> you need access to the filesystem, everything becomes much more >> involved. >> > > I understand that storing attachments out of RT involves much more > than DB-only solution, BUT 10 Gb DB with 9.5 Gb of images involves much more. > > Anyway, it is up to admin to decide whether to store attachments > separate or not. > > > Tuesday, August 7, 2007, 4:22:49 PM, you wrote: > > >> Dear Mr. Lytochkin, >> > > >> There are two very good reasons to not store attachments outside >> of the database. First, if everything is inside a database, then a >> simple backup of the database will get everything related to a >> particular RT instance. Second, in many cases you would like to >> isolate the front-end from the back-end information store. Once >> you need access to the filesystem, everything becomes much more >> involved. I am certain that there are other reasons, but those >> two are certainly enough for me. I have appreciated the ease of >> generating a consistent backup of my RT information store. >> > > >> Ken >> > > >> On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote: >> >>> I wrote a patch that allows to store non-text attachments to be >>> stored out of DB - in my case it greatly reduced DB swelling. >>> Just for now it uses constant string in Attachments->Content to >>> indicate that file is written to FS. >>> >>> You will need to specify some variables in RT_Siteconfig.pm: >>> Set($AttachmentsDirectory, '/var/RT/attachments'); >>> Set($LogAttachmentsLoading, "1"); >>> Set($LogAttachmentsSaving, "1"); >>> Set($StoreNonTextAttachmensInDB, undef); >>> #Set($StoreNonTextAttachmensInDB, "1"); >>> >>> A new share/html/Ticket/Attachment/dhandler and attach.patch for >>> rest of RT distribution is in attachment. >>> >>> >>> Gregory Harper, you can find more complex set of patches allowing to >>> produce & show image thumbs automaticly in attachment too. >>> Some more variables must be specified in RT_Siteconfig.pm >>> >>> Set($ShowTransactionImages, 1); >>> Set($ProduceImageThumbs, 1); >>> Set($ImageThumbsDirectory, '/var/RT/thumbs'); >>> >>> >>> I wonder why bestprcactical is not interested in intergating these >>> patches into RT: >>> From: Jesse Vincent >>> Sent: 21 march 2007 ?., 23:53 >>> To: lytochkin >>> Subject: [RT 3.6] Storing attachments away from DB >>> Hi Boris, >>> >>> Thanks very much for the mail, but I think we're not really >>> interested in offering this feature within RT. >>> Best, >>> Jesse >>> >>> >>> >>> >>> -- >>> Boris Lytochkin, >>> JSC e-port, Moscow >>> web: www.e-port.ru, wap: wap.e-port.ru >>> tel: +7 (495) 777 1872, ext. 251 >>> >>> >>> ____________ >>> >>> Date: Mon, 06 Aug 2007 12:31:31 -0500 >>> From: Gregory Harper >>> Subject: Re: [rt-users] Attachments table of RT's Mysql database >>> To: Justin Brodley >>> Cc: rt-users at lists.bestpractical.com >>> Message-ID: <46B75AF3.3080200 at stevensind.com> >>> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >>> >>> Justin Brodley wrote: >>> >>>> We actually had to disable the attachment feature as we were having our customers attach enormous files and killed our DB processing. Ultimately we >>>> >>> are looking >>> >>>> into rewriting the attachment feature to store the attachments on the web server to alleviate this overhead from the DB. I understand that the >>>> >>> attachment table also >>> >>>> stores all updates to a ticket, not just the attachments. >>>> >>>> >>>> Justin Brodley >>>> >>>> >>>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Harper >>>> Sent: Wednesday, August 01, 2007 12:41 PM >>>> To: rt-users at lists.bestpractical.com >>>> Subject: [rt-users] Attachments table of RT's Mysql database >>>> >>>> Hello everybody. >>>> >>>> We've been using RT for more than three months as part of our >>>> customer concern processes. Overall, things have been going well. >>>> The configuration includes Mysql, Apache2 and Postfix running on Ubuntu >>>> 6.06. I've made no modifications to the databases. >>>> The primary concern at this point is that the Attachments table of the >>>> Mysql database is growing significantly. Our CSR's want to attach >>>> PDFs, jpegs, etc. to the tickets with the jpegs usually created by our >>>> customers. The digital photos are the main culprit. I've read about >>>> scaling back the photos, creating thumbnails, etc. and we need to find a >>>> way to limit the attachment size prior to attachment. >>>> >>>> Has anyone else using RT had this type of problem? >>>> >>>> What are the best approaches for minimizing and controlling the size >>>> of the Attachments table? >>>> >>>> Any information, feedback and guidance are appreciated. >>>> >>>> thanks - Gregory Harper , Stevens Industries >>>> >>>> >>>> >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> >>> Thanks Justin for the feedback. Anyone else have input regarding their >>> experiences with Attachments and RT? >>> >>> thanks - Greg >>> >>> >>> >>> ------------------------------ >>> >>> Message: 3 >>> Date: Mon, 6 Aug 2007 11:53:13 -0700 (PDT) >>> From: Ed Matthews >>> Subject: [rt-users] Kwiki Table Rendering? >>> To: rt-users at lists.bestpractical.com >>> Message-ID: <569062.32875.qm at web51102.mail.re2.yahoo.com> >>> Content-Type: text/plain; charset=us-ascii >>> >>> Happy Monday. >>> >>> Does anyone know why Kwiki renders tables on this page, >>> http://wiki.bestpractical.com/view/ManualScrips >>> >>> but not on this page >>> http://wiki.bestpractical.com/view/ManualRights >>> nor in my personal page . >>> >>> I tried copy pasting the first ManualScrips table wiki markup into another edit page and saving, and it wouldn't render there either after save. >>> >>> Ed Matthews >>> g8orade at yahoo.com >>> >>> >>> >>> >>> >>> ____________________________________________________________________________________ >>> Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. >>> http://mobile.yahoo.com/go?refer=1GNXIC >>> >>> >>> ------------------------------ >>> >>> Message: 4 >>> Date: Tue, 7 Aug 2007 10:20:33 +0100 >>> From: Luke E Morgan >>> Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 >>> yum install >>> To: rt-users at lists.bestpractical.com >>> Message-ID: >>> >>> >>> Content-Type: text/plain; charset="us-ascii" >>> >>> >>> I'm sure I'm just missing something simple, but I cannot seem to change the >>> BP logo on my install of RT 3.6.3 on Fedora Core 7. >>> I've installed RT using yum (lazy I know, but it works apart from this >>> issue). >>> >>> It has been installed into >>> /usr/share/rt3 >>> I've created /usr/local/rt3/html/Elements/ >>> and copied the Logo file into that directory. >>> >>> I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images >>> It is a 92x50pixels jpeg. >>> >>> Following suggestions from the wiki and the mailing list archives, I put >>> this line into the Logo file : >>> Intranet>> width="<%$RT::LogoWidth%>" height="<%$RT::LogoHeight%>" /> >>> >>> I have modified by RT_SiteConfig.pm file. >>> If I log into the web interface, under tools, choose system configuration, >>> the following variables are set : >>> RT::LogoLinkURL http://192.168.66.1 >>> RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg >>> RT::LogoWidth 92 >>> RT::LogoHeight 50 >>> RT::MasonDataDir /var/cache/rt3/mason_data >>> >>> I've tried stopping the webserver, deleting Logo.obj from >>> /var/cache/rt3/mason_data/obj/3989424063/standard >>> When I restart apache, and refresh the RT page, Logo.obj is recreated with >>> the best practical logo in it. >>> >>> Where am I going wrong ? Can anyone point me in the right direction please >>> ? >>> >>> Thanks in advance >>> >>> Luke >>> >>> _____________________________________________________________ >>> >>> This email message may contain privileged/confidential information and/or >>> copyright material. It is intended only for the use of the person(s) to whom >>> it is addressed and any unauthorised use may be unlawful. If you receive this >>> email by mistake, please advise the sender immediately by using the reply >>> facility in your email software and delete the material from your computer. >>> >>> The material contained in this message does not constitute a binding >>> contract with any company within the MTL Instruments Group plc. Opinions, >>> conclusions and other information in this email that do not relate to the official >>> business of this organisation shall be understood as neither given nor endorsed >>> by it. Registered in England No. 1871978, VAT Reg. No 449343040, >>> MTL Instruments Ltd, Power Court, Luton, LU1 3JJ >>> >>> -------------- next part -------------- >>> An HTML attachment was scrubbed... >>> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/37bbd464/attachment-0001.htm >>> >>> ------------------------------ >>> >>> Message: 5 >>> Date: Tue, 7 Aug 2007 12:39:04 +0100 >>> From: Luke E Morgan >>> Subject: Re: {Disarmed} [rt-users] Trying to change the logo. Fedora >>> Core 7, RT3.6.3 yum install >>> To: Boris Jordanov >>> Cc: rt-users at lists.bestpractical.com >>> Message-ID: >>> >>> >>> Content-Type: text/plain; charset="us-ascii" >>> >>> Skipped content of type multipart/alternative-------------- next part -------------- >>> A non-text attachment was scrubbed... >>> Name: graycol.gif >>> Type: image/gif >>> Size: 105 bytes >>> Desc: not available >>> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/graycol.gif >>> -------------- next part -------------- >>> A non-text attachment was scrubbed... >>> Name: pic05705.gif >>> Type: image/gif >>> Size: 1255 bytes >>> Desc: not available >>> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/pic05705.gif >>> -------------- next part -------------- >>> A non-text attachment was scrubbed... >>> Name: ecblank.gif >>> Type: image/gif >>> Size: 45 bytes >>> Desc: not available >>> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/ecblank.gif >>> >>> ------------------------------ >>> >>> _______________________________________________ >>> RT-Users mailing list >>> RT-Users at lists.bestpractical.com >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> >>> End of RT-Users Digest, Vol 41, Issue 20 >>> **************************************** >>> >>> >>> > > > > > >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> > > > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From joliver at john-oliver.net Tue Aug 7 13:45:40 2007 From: joliver at john-oliver.net (John Oliver) Date: Tue, 7 Aug 2007 10:45:40 -0700 Subject: [rt-users] Problem initializing database Message-ID: <20070807174540.GB15073@ns.sdsitehosting.net> [root at rt3 ~]# /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 10.12.14.149 as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. readline() on closed filehandle SCHEMA_LOCAL at /usr/sbin/rt-setup-database line 192. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 345. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_user@'10.12.14.164' IDENTIFIED BY '***********'; Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 346. On the MySQL server, I did: grant all on *.* to 'root'@'10.12.14.164' identified by '********' but am still getting that error. I'm aware that this is almost certainly a MySQL error, but I don't think I'll get much help from any MySQL forums since I can't tell them exactly what /usr/sbin/rt-setup-database is doing. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From jmoseley at corp.xanadoo.com Tue Aug 7 13:59:17 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Tue, 7 Aug 2007 12:59:17 -0500 Subject: [rt-users] Problem initializing database In-Reply-To: <20070807174540.GB15073@ns.sdsitehosting.net> Message-ID: John, here is my response the last time you asked the same question: What I wanted you to figure out was if you could connect to the db server from the RT server using the 'root' user via mysql client. From the RT server try: mysql -u root -p -h 10.12.14.149 What about: mysql -u root -p -h 10.12.14.149 rt3 If you can connect successfully to the rt3 database using the 2nd command above, try creating a test table: mysql> create table testing123; If your manual connection attempts to the mysql database or your table creation attempt fails, then you simply haven't set your permissions correctly for the root user. At that point, I would suggest you read the mysql help pages regarding grant permission syntax: http://dev.mysql.com/doc/refman/5.0/en/grant.html Also, disable selinux on the DB server, if applicable. James Moseley John Oliver To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Problem initializing database 08/07/2007 12:45 PM [root at rt3 ~]# /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 10.12.14.149 as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. readline() on closed filehandle SCHEMA_LOCAL at /usr/sbin/rt-setup-database line 192. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 345. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_user@'10.12.14.164' IDENTIFIED BY '***********'; Access denied for user 'root'@'10.12.14.164' to database 'rt3' at /usr/sbin/rt-setup-database line 346. On the MySQL server, I did: grant all on *.* to 'root'@'10.12.14.164' identified by '********' but am still getting that error. I'm aware that this is almost certainly a MySQL error, but I don't think I'll get much help from any MySQL forums since I can't tell them exactly what /usr/sbin/rt-setup-database is doing. -- *********************************************************************** * 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 scott at heberts.net Tue Aug 7 14:11:24 2007 From: scott at heberts.net (Scott Hebert) Date: Tue, 7 Aug 2007 13:11:24 -0500 Subject: [rt-users] Problem initializing database In-Reply-To: <20070807174540.GB15073@ns.sdsitehosting.net> References: <20070807174540.GB15073@ns.sdsitehosting.net> Message-ID: On 8/7/07, John Oliver wrote: > > > grant all on *.* to 'root'@'10.12.14.164' identified by '********' This is *almost* proper syntax. Try this instead... GRANT ALL ON *.* TO 'root'@'10.12.14.164' IDENTIFIED BY '' WITH GRANT OPTION Good luck! -- Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From joliver at john-oliver.net Tue Aug 7 14:21:41 2007 From: joliver at john-oliver.net (John Oliver) Date: Tue, 7 Aug 2007 11:21:41 -0700 Subject: [rt-users] Problem initializing database In-Reply-To: References: <20070807174540.GB15073@ns.sdsitehosting.net> Message-ID: <20070807182141.GA16402@ns.sdsitehosting.net> On Tue, Aug 07, 2007 at 01:11:24PM -0500, Scott Hebert wrote: > On 8/7/07, John Oliver wrote: > > > > > > grant all on *.* to 'root'@'10.12.14.164' identified by '********' > > > > This is *almost* proper syntax. > > Try this instead... > > GRANT ALL ON *.* TO 'root'@'10.12.14.164' IDENTIFIED BY '' WITH > GRANT OPTION THAT DID IT!!!! Thank you! :-) -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From gdunn01 at harris.com Tue Aug 7 16:52:23 2007 From: gdunn01 at harris.com (Graham Dunn) Date: Tue, 07 Aug 2007 16:52:23 -0400 Subject: [rt-users] Re: Error while dumping RT database In-Reply-To: References: Message-ID: Alex Moura wrote: > Hello, > > Recently our RT database backup script started to show this message. > > mysqldump: Error 5: Out of memory (Needed 19928072 bytes) when dumping > table `Attachments` at row: 390157 > > Any recommendations? What platform/OS are you on? If you search google you'll probably come across some of the posts I made while trying to solve that problem under FreeBSD. If you're on that OS, it's most likely that you're running up against the 512MB per-process limit. From kae at midnighthax.com Tue Aug 7 17:59:14 2007 From: kae at midnighthax.com (Keith Edmunds) Date: Tue, 7 Aug 2007 22:59:14 +0100 Subject: [rt-users] Search old tickets from within scrip Message-ID: <20070807225914.4507cb18@ws.rg2.tiger-computing.com> RT 3.6.1 We have one custom field per ticket, "Customer", of type 'select one value'. So far, we've set that value manually on each new ticket, but I'd like to automate it. What I'd like to do, within a script, is search for the last ticket from this requestor and set the customer custom field to the same value. In pseudo SQL terms: "select customer from custom_fields where requestor_address = '$requestor' and customer != null order id desc limit 1". How can I do that kind of search from a script? I'm not looking for in-depth instructions, just a pointer as to the best way of doing this. Thanks, Keith From ruz at bestpractical.com Tue Aug 7 19:26:21 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 8 Aug 2007 03:26:21 +0400 Subject: [rt-users] Search old tickets from within scrip In-Reply-To: <20070807225914.4507cb18@ws.rg2.tiger-computing.com> References: <20070807225914.4507cb18@ws.rg2.tiger-computing.com> Message-ID: <589c94400708071626g37f3c1a9lfa020c0bed3ae93d@mail.gmail.com> <<< my $tickets = RT::Tickets->new( $RT::SystemUser ); $tickets->FromSQL("Requestor.EmailAddress = '$address' AND 'CustomField.{Customer}' IS NOT NULL"); # fetch from DB only first one ticket $tickets->RowsPerPage(1); my $ticket = $tickets->First; return undef unless $ticket; return $ticket->FirstCustomFieldValue('Customer'); >>> * code not tested * I'm not sure if 3.6.1 supports 'IS NOT NULL' for CFs, but 3.6.latest should I can suggest you another way with two scrips: 1) Update Company field of requestors when an user update customer custom field 2) On ticket create check if a requestor has defined Company property and update the field On 8/8/07, Keith Edmunds wrote: > RT 3.6.1 > > We have one custom field per ticket, "Customer", of type 'select one > value'. So far, we've set that value manually on each new ticket, but I'd > like to automate it. > > What I'd like to do, within a script, is search for the last ticket from > this requestor and set the customer custom field to the same value. In > pseudo SQL terms: "select customer from custom_fields where > requestor_address = '$requestor' and customer != null order id desc limit > 1". How can I do that kind of search from a script? I'm not looking for > in-depth instructions, just a pointer as to the best way of doing this. > > Thanks, > Keith > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 gentgeen at linuxmail.org Wed Aug 8 00:26:22 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Wed, 8 Aug 2007 00:26:22 -0400 Subject: [rt-users] RTFM public viewable Message-ID: <20070808002622.22bbf3e9@localhost.localdomain> I have been doing about 2 days worth of searching both the mailing list and the general web trying to find some example/screenshots/etc of RTFM, but with little luck. I am trying to figure out (1) If RTFM can be used to create/maintain a publicly viewable (i.e. no need to log into RT) FAQ base (2) If it would fit well into our organization. Of course no one can answer #2 for me, but I was hoping someone one the list was using RTFM as noted in #1 and would be willing to share with me the URL or a few screenshots. (off list would be fine if you prefer) Or do I have this all wrong, and RTFM is only for the "privileged" user? -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From Timothy.Smith at students.olin.edu Wed Aug 8 02:11:09 2007 From: Timothy.Smith at students.olin.edu (Timothy Smith) Date: Wed, 8 Aug 2007 02:11:09 -0400 Subject: [rt-users] Sorting on custom fields: still broken? Message-ID: <81F8DFD002DFF14697B4F5FE420FEB6808F9E0CC@OLINEXVS01.olin.edu> My client is running a customized RT 3.6.1 and they're unable to sort searches by a custom field. I went poking around the list archives in June and found that people using the then-current version of RT were reporting the same woes. I noticed that a fancy new RT has come along but didn't notice any comments to the list or in the changelog that seemed to directly address this behavior. Can anyone comment on whether sorting search results by a custom field is working in the current version of RT? Thanks. Tim Smith From JoopvandeWege at mococo.nl Wed Aug 8 02:41:20 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 08 Aug 2007 08:41:20 +0200 Subject: [rt-users] RTFM public viewable In-Reply-To: <20070808002622.22bbf3e9@localhost.localdomain> References: <20070808002622.22bbf3e9@localhost.localdomain> Message-ID: <46B96590.7070807@mococo.nl> Kevin Squire wrote: > I have been doing about 2 days worth of searching both the mailing list > and the general web trying to find some example/screenshots/etc of RTFM, > but with little luck. > > I am trying to figure out (1) If RTFM can be used to create/maintain a > publicly viewable (i.e. no need to log into RT) FAQ base (2) If it would > fit well into our organization. > > Of course no one can answer #2 for me, but I was hoping someone one the > list was using RTFM as noted in #1 and would be willing to share with > me the URL or a few screenshots. (off list would be fine if you prefer) > > Or do I have this all wrong, and RTFM is only for the "privileged" user? > > Contact me offlist if you need access to a RT/RTFM installation on which you can play around. I have helped people in the past with a demo RT VM that is run for these kind of requests. The answer to 1 is that it is possible in more then one way, append a guest username/password to the URL or change the login component to recognise your rtfm URL and act accordingly. Joop From firas.batal at ericsson.com Tue Aug 7 14:21:31 2007 From: firas.batal at ericsson.com (Firas Batal (QA/EMC)) Date: Tue, 7 Aug 2007 14:21:31 -0400 Subject: [rt-users] Links are not clickable Message-ID: <67048CBE51B1644D89DDD3B7C9F2D19E04081254@ecamlmw720.eamcs.ericsson.se> Hi everyone, I am wondering whether there is someone there who could help. This is the summary of the problem: Links are not clickable after I have changed the Default RT at a Glance. I am running RT 3.6.3, Perl v5.8.3 under Linux (FC6), and MySql 5.0.27. This is not a production site, but rather an experimental PC that carry RT 3.6.3. I were doing some tests and experimenting when the reported problem has happened. This is what I have done: I have logged in as root. I have changed the default RT at a glance page using the information posted on the wiki (ChangeDefaultRTAtAGlance ). I intentionally removed 10 newest unowned tickets, and did some customization on 10 highest priority tickets I own and then the tickets listed under the heading are not clickable. When I click on 10 highest priority tickets I own, I see the ticket, but they are not clickable. I am wondering if some one has seen this before. I have searched the mail list, but to avail. Thanks and I apologize for the innconvinience. Firas -------------- next part -------------- An HTML attachment was scrubbed... URL: From boris.lytochkin at e-port.ru Wed Aug 8 05:17:22 2007 From: boris.lytochkin at e-port.ru (Boris Lytochkin) Date: Wed, 8 Aug 2007 13:17:22 +0400 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <46B8A703.8010004@ucrwcu.rwc.uc.edu> References: <91179600.20070807173108@e-port.ru> <46B8A703.8010004@ucrwcu.rwc.uc.edu> Message-ID: <11510307175.20070808131722@e-port.ru> Wiki would be enough, but there is a problem in current patch state: it uses special constant string inplace of real content to indicate that file is located out of DB. Right way is to use flag in table. I do not think that changing scheme witch patching is a good idea, that is why this patch must be merged into RT. Now about "different strokes for different folks". This way of storing attachments is reasonable when you get 50Mb+ of mail each week (scans, faxes, documents, etc). -- Boris Lytochkin, JSC e-port, Moscow web: www.e-port.ru, wap: wap.e-port.ru tel: +7 (495) 777 1872, ext. 251 ______________________________________ From: Drew Barnes Sent: 7 ??????? 2007 ?., 21:08 To: Boris Lytochkin Subject: [rt-users] Attachments table of RT's Mysql database I guess it all comes down to "different strokes for different folks". Perhaps this could be put up on the wiki and then if someone needs this capability they can easily get it? DB Boris Lytochkin wrote: > Ken, > > >> First, if everything is inside a database, then a >> simple backup of the database will get everything related to a >> particular RT instance. >> > Wrong. We _stopped_ backup process of RT database due to LARGE amount > data every day. We have no such amount of tape to store DB's everyday > backups. > Now, DB backup is done every day and attachment backup is done > separately. As a result we have everyday SQL-backup of DB and > incremental backup for attachments. It uses much less space. > > >> Second, in many cases you would like to >> isolate the front-end from the back-end information store. Once >> you need access to the filesystem, everything becomes much more >> involved. >> > > I understand that storing attachments out of RT involves much more > than DB-only solution, BUT 10 Gb DB with 9.5 Gb of images involves much more. > > Anyway, it is up to admin to decide whether to store attachments > separate or not. > > > Tuesday, August 7, 2007, 4:22:49 PM, you wrote: > > >> Dear Mr. Lytochkin, >> > > >> There are two very good reasons to not store attachments outside >> of the database. First, if everything is inside a database, then a >> simple backup of the database will get everything related to a >> particular RT instance. Second, in many cases you would like to >> isolate the front-end from the back-end information store. Once >> you need access to the filesystem, everything becomes much more >> involved. I am certain that there are other reasons, but those >> two are certainly enough for me. I have appreciated the ease of >> generating a consistent backup of my RT information store. >> > > >> Ken >> > > >> On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote: >> >>> I wrote a patch that allows to store non-text attachments to be >>> stored out of DB - in my case it greatly reduced DB swelling. >>> Just for now it uses constant string in Attachments->Content to >>> indicate that file is written to FS. >>> >>> You will need to specify some variables in RT_Siteconfig.pm: >>> Set($AttachmentsDirectory, '/var/RT/attachments'); >>> Set($LogAttachmentsLoading, "1"); >>> Set($LogAttachmentsSaving, "1"); >>> Set($StoreNonTextAttachmensInDB, undef); >>> #Set($StoreNonTextAttachmensInDB, "1"); >>> >>> A new share/html/Ticket/Attachment/dhandler and attach.patch for >>> rest of RT distribution is in attachment. >>> >>> >>> Gregory Harper, you can find more complex set of patches allowing to >>> produce & show image thumbs automaticly in attachment too. >>> Some more variables must be specified in RT_Siteconfig.pm >>> >>> Set($ShowTransactionImages, 1); >>> Set($ProduceImageThumbs, 1); >>> Set($ImageThumbsDirectory, '/var/RT/thumbs'); >>> >>> >>> I wonder why bestprcactical is not interested in intergating these >>> patches into RT: >>> From: Jesse Vincent >>> Sent: 21 march 2007 ?., 23:53 >>> To: lytochkin >>> Subject: [RT 3.6] Storing attachments away from DB >>> Hi Boris, >>> >>> Thanks very much for the mail, but I think we're not really >>> interested in offering this feature within RT. >>> Best, >>> Jesse >>> >>> >>> >>> >>> -- >>> Boris Lytochkin, >>> JSC e-port, Moscow >>> web: www.e-port.ru, wap: wap.e-port.ru >>> tel: +7 (495) 777 1872, ext. 251 >>> >>> >>> ____________ >>> >>> Date: Mon, 06 Aug 2007 12:31:31 -0500 >>> From: Gregory Harper >>> Subject: Re: [rt-users] Attachments table of RT's Mysql database >>> To: Justin Brodley >>> Cc: rt-users at lists.bestpractical.com >>> Message-ID: <46B75AF3.3080200 at stevensind.com> >>> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >>> >>> Justin Brodley wrote: >>> >>>> We actually had to disable the attachment feature as we were having our customers attach enormous files and killed our DB processing. Ultimately we >>>> >>> are looking >>> >>>> into rewriting the attachment feature to store the attachments on the web server to alleviate this overhead from the DB. I understand that the >>>> >>> attachment table also >>> >>>> stores all updates to a ticket, not just the attachments. >>>> >>>> >>>> Justin Brodley >>>> >>>> >>>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Harper >>>> Sent: Wednesday, August 01, 2007 12:41 PM >>>> To: rt-users at lists.bestpractical.com >>>> Subject: [rt-users] Attachments table of RT's Mysql database >>>> >>>> Hello everybody. >>>> >>>> We've been using RT for more than three months as part of our >>>> customer concern processes. Overall, things have been going well. >>>> The configuration includes Mysql, Apache2 and Postfix running on Ubuntu >>>> 6.06. I've made no modifications to the databases. >>>> The primary concern at this point is that the Attachments table of the >>>> Mysql database is growing significantly. Our CSR's want to attach >>>> PDFs, jpegs, etc. to the tickets with the jpegs usually created by our >>>> customers. The digital photos are the main culprit. I've read about >>>> scaling back the photos, creating thumbnails, etc. and we need to find a >>>> way to limit the attachment size prior to attachment. >>>> >>>> Has anyone else using RT had this type of problem? >>>> >>>> What are the best approaches for minimizing and controlling the size >>>> of the Attachments table? >>>> >>>> Any information, feedback and guidance are appreciated. >>>> >>>> thanks - Gregory Harper , Stevens Industries >>>> >>>> >>>> >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> >>> Thanks Justin for the feedback. Anyone else have input regarding their >>> experiences with Attachments and RT? >>> >>> thanks - Greg >>> >>> >>> >>> ------------------------------ >>> >>> Message: 3 >>> Date: Mon, 6 Aug 2007 11:53:13 -0700 (PDT) >>> From: Ed Matthews >>> Subject: [rt-users] Kwiki Table Rendering? >>> To: rt-users at lists.bestpractical.com >>> Message-ID: <569062.32875.qm at web51102.mail.re2.yahoo.com> >>> Content-Type: text/plain; charset=us-ascii >>> >>> Happy Monday. >>> >>> Does anyone know why Kwiki renders tables on this page, >>> http://wiki.bestpractical.com/view/ManualScrips >>> >>> but not on this page >>> http://wiki.bestpractical.com/view/ManualRights >>> nor in my personal page . >>> >>> I tried copy pasting the first ManualScrips table wiki markup into another edit page and saving, and it wouldn't render there either after save. >>> >>> Ed Matthews >>> g8orade at yahoo.com >>> >>> >>> >>> >>> >>> ____________________________________________________________________________________ >>> Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. >>> http://mobile.yahoo.com/go?refer=1GNXIC >>> >>> >>> ------------------------------ >>> >>> Message: 4 >>> Date: Tue, 7 Aug 2007 10:20:33 +0100 >>> From: Luke E Morgan >>> Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 >>> yum install >>> To: rt-users at lists.bestpractical.com >>> Message-ID: >>> >>> >>> Content-Type: text/plain; charset="us-ascii" >>> >>> >>> I'm sure I'm just missing something simple, but I cannot seem to change the >>> BP logo on my install of RT 3.6.3 on Fedora Core 7. >>> I've installed RT using yum (lazy I know, but it works apart from this >>> issue). >>> >>> It has been installed into >>> /usr/share/rt3 >>> I've created /usr/local/rt3/html/Elements/ >>> and copied the Logo file into that directory. >>> >>> I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images >>> It is a 92x50pixels jpeg. >>> >>> Following suggestions from the wiki and the mailing list archives, I put >>> this line into the Logo file : >>> Intranet>> width="<%$RT::LogoWidth%>" height="<%$RT::LogoHeight%>" /> >>> >>> I have modified by RT_SiteConfig.pm file. >>> If I log into the web interface, under tools, choose system configuration, >>> the following variables are set : >>> RT::LogoLinkURL http://192.168.66.1 >>> RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg >>> RT::LogoWidth 92 >>> RT::LogoHeight 50 >>> RT::MasonDataDir /var/cache/rt3/mason_data >>> >>> I've tried stopping the webserver, deleting Logo.obj from >>> /var/cache/rt3/mason_data/obj/3989424063/standard >>> When I restart apache, and refresh the RT page, Logo.obj is recreated with >>> the best practical logo in it. >>> >>> Where am I going wrong ? Can anyone point me in the right direction please >>> ? >>> >>> Thanks in advance >>> >>> Luke >>> >>> _____________________________________________________________ >>> >>> This email message may contain privileged/confidential information and/or >>> copyright material. It is intended only for the use of the person(s) to whom >>> it is addressed and any unauthorised use may be unlawful. If you receive this >>> email by mistake, please advise the sender immediately by using the reply >>> facility in your email software and delete the material from your computer. >>> >>> The material contained in this message does not constitute a binding >>> contract with any company within the MTL Instruments Group plc. Opinions, >>> conclusions and other information in this email that do not relate to the official >>> business of this organisation shall be understood as neither given nor endorsed >>> by it. Registered in England No. 1871978, VAT Reg. No 449343040, >>> MTL Instruments Ltd, Power Court, Luton, LU1 3JJ >>> >>> -------------- next part -------------- >>> An HTML attachment was scrubbed... >>> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/37bbd464/attachment-0001.htm >>> >>> ------------------------------ >>> >>> Message: 5 >>> Date: Tue, 7 Aug 2007 12:39:04 +0100 >>> From: Luke E Morgan >>> Subject: Re: {Disarmed} [rt-users] Trying to change the logo. Fedora >>> Core 7, RT3.6.3 yum install >>> To: Boris Jordanov >>> Cc: rt-users at lists.bestpractical.com >>> Message-ID: >>> >>> >>> Content-Type: text/plain; charset="us-ascii" >>> >>> Skipped content of type multipart/alternative-------------- next part -------------- >>> A non-text attachment was scrubbed... >>> Name: graycol.gif >>> Type: image/gif >>> Size: 105 bytes >>> Desc: not available >>> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/graycol.gif >>> -------------- next part -------------- >>> A non-text attachment was scrubbed... >>> Name: pic05705.gif >>> Type: image/gif >>> Size: 1255 bytes >>> Desc: not available >>> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/pic05705.gif >>> -------------- next part -------------- >>> A non-text attachment was scrubbed... >>> Name: ecblank.gif >>> Type: image/gif >>> Size: 45 bytes >>> Desc: not available >>> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/ecblank.gif >>> >>> ------------------------------ >>> >>> _______________________________________________ >>> RT-Users mailing list >>> RT-Users at lists.bestpractical.com >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> >>> End of RT-Users Digest, Vol 41, Issue 20 >>> **************************************** >>> >>> >>> > > > > > >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> > > > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From bjoern.schulz at desy.de Wed Aug 8 05:33:26 2007 From: bjoern.schulz at desy.de (Bjoern Schulz) Date: Wed, 08 Aug 2007 11:33:26 +0200 Subject: [rt-users] Sort savedsearches 2. try Message-ID: <46B98DE6.9060902@desy.de> Hi again! My first try was in June. Does any body has an idea? > One of my users would like to sort his savedsearches alphabetically. > I doesn't found a way to do that. > Any hints? Best regards, Bj?rn From gary at ringways.co.uk Wed Aug 8 06:33:31 2007 From: gary at ringways.co.uk (Gary Stainburn) Date: Wed, 8 Aug 2007 11:33:31 +0100 Subject: [rt-users] Pg database connection - authentication failed Message-ID: <200708081133.32053.gary@ringways.co.uk> Hi folks. I've just had to move my RT3 install onto a new box and all's going well until I try to use it. When I try to bring the login page up I get Internal Server Error. The log file shows: [Wed Aug 08 11:18:06 2007] [error] [client 10.1.1.118] Connect Failed FATAL: password authentication failed for user "rt_user"\n\n at /opt/rt3/lib/RT.pm line 205\n If I try to access the database using: export PGDATABASE=rt3 export PGHOST=127.0.0.1 export PGPASSWORD= export PGUSER=rt_user psql it lets me in no problem, but RT fails. my RT_Config.pm includes: Set($DatabaseType , 'Pg'); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); Set($DatabasePort , ''); Set($DatabaseUser , 'rt_user'); Set($DatabasePassword , ''); Set($DatabaseName , 'rt3'); Set($DatabaseRequireSSL , undef); Anyone got any suggestions -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 From joe.casadonte at oracle.com Wed Aug 8 08:14:29 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 08 Aug 2007 08:14:29 -0400 Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install In-Reply-To: References: Message-ID: <46B9B3A5.9040205@oracle.com> On 8/7/2007 5:20 AM, Luke E Morgan wrote: > I'm sure I'm just missing something simple, but I cannot seem to change > the BP logo on my install of RT 3.6.3 on Fedora Core 7. > I've installed RT using yum (lazy I know, but it works apart from this > issue). > > It has been installed into > /usr/share/rt3 > I've created /usr/local/rt3/html/Elements/ > and copied the Logo file into that directory. > > I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images > It is a 92x50pixels jpeg. I'm using 3.6.3 (not from yum, though) and I have done the same thing, up to this point. However, I have something different for the Logo file changes: > Following suggestions from the wiki and the mailing list archives, I put > this line into the Logo file : > alt="Intranet" width="<%$RT::LogoWidth%>" height="<%$RT::LogoHeight%>" > /> Alternate Logo Where WebBaseURL and WebImagesURL are: Set($WebBaseURL , "http://machine.domain.com"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); # default Set($WebPath , ""); # default Cleared the cache and that was it. -- 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 Wed Aug 8 08:28:55 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 08 Aug 2007 08:28:55 -0400 Subject: [rt-users] History Display for a Ticket In-Reply-To: <1186506106.1079.131.camel@scotth.emsphone.com> References: <1186065249.1079.7.camel@scotth.emsphone.com> <46B205DC.6090805@lbl.gov> <1186073589.1079.10.camel@scotth.emsphone.com> <1186156274.1079.46.camel@scotth.emsphone.com> <1186172375.1079.66.camel@scotth.emsphone.com> <1186506106.1079.131.camel@scotth.emsphone.com> Message-ID: <46B9B707.7020402@oracle.com> On 8/7/2007 1:01 PM, Scott T. Hildreth wrote: > If I query the Transactions table, selecting only transactions for this > ticket that were created by non-RT::System ids, there are 29. All of type > RT::Ticket. If unset the $OldestTransactionsFirst, the history on the display > page shows the first 20 Tickets (non-system tickets, I added the HideTransactons override) > If re-set $OldestTransactionsFirst in RT_SiteConfig.pm, stop apache, remove > mason_data/obj/*, restart apache, search for that ticket, the ticket display > only shows the last 7 tickets. I have looked at RT code and read relevant chapters > in RT Essentials and I cannot figure out why the all history will not show up > in the History section. I feel like I am really overlooking something obvious, > does anyone have any ideas on what is going? I just looked at the 3.6.3 code, and I can't see anything that would limit the number of history records shown, nor do I see anything different with OldestTransactionsFirst aside from ASC vs. DESC in the select. What code base are you on? -- 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 Wed Aug 8 08:44:56 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 08 Aug 2007 08:44:56 -0400 Subject: [rt-users] Links are not clickable In-Reply-To: <67048CBE51B1644D89DDD3B7C9F2D19E04081254@ecamlmw720.eamcs.ericsson.se> References: <67048CBE51B1644D89DDD3B7C9F2D19E04081254@ecamlmw720.eamcs.ericsson.se> Message-ID: <46B9BAC8.2000406@oracle.com> On 8/7/2007 2:21 PM, Firas Batal (QA/EMC) wrote: > This is the summary of the problem: Links are not clickable after I > have changed the Default RT at a Glance. I am running RT 3.6.3, > Perl v5.8.3 under Linux (FC6), and MySql 5.0.27. This is not a > production site, but rather an experimental PC that carry RT 3.6.3. > I were doing some tests and experimenting when the reported problem > has happened. Did you change the query's results columns? If so, did you use the "Link" format for the columns that you want clickable? -- 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 falcone at bestpractical.com Wed Aug 8 09:06:48 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Aug 2007 09:06:48 -0400 Subject: [rt-users] How does RT perform login? In-Reply-To: <793517867@web.de> References: <793517867@web.de> Message-ID: <8578A42F-B565-493B-A9C3-4CBFFA90F42B@bestpractical.com> On Jul 26, 2007, at 6:53 AM, J?rg Ungermann wrote: > What is the mechanism of logging a user in? > > Is it sufficient to have > > - a valid session in the sessions table > - a valid cookie matching the session? > > to access RT via Browser? > Can a session be hijacked this way? > > We are looking for a way to login in a user automatically without > filling the Login Page. If you set the WebExternalAuth variable in your config, RT will obey the REMOTE_USER set by another login source (such as a single sign-on system). That may help you do what you want. -kevin > Therefor we try to find out how RT creates a user session. > Are there differences from 3.4 to 3.6? From torsten.brumm at Kuehne-Nagel.com Wed Aug 8 09:07:02 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 8 Aug 2007 15:07:02 +0200 Subject: [rt-users] Custom Fields and Rights Question / maybe a bug In-Reply-To: Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394821F7C@w3hamboex11.ger.win.int.kn> Hi RT Users, Developers, i'm not 100% sure if this is a bug or if i'm again too dumb... For a Custom Field, I can grant the following Group Rights: SeeCustomField ModifyCustomField AdminCustomField >From my point of understanding, SeeCustomFields allows a user to see the CF and it's content, but not to change it? ModifyCustomFields grant him the right to change the Content of the CF and AdminCF grants him the right to change this CF, is this correct so far? If the point above is correct, then if a user that only have the rights SeeCustomField should only be able to see this field and content, but should not be able to change the content? OK, now my problem and why I'm thinking that's a bug... If a user creates a ticket in a queue with a custom field assigned and he has only the right SeeCustomField at this CF, he should see the field but should not be able to enter something there?!? But he is...!...is this the correct way of handling the ACL or do I something wrong? Its under RT 3.6.4 and I have double checked the rights, the global rights, group rights and user rights... Any Ideas or hints or understand I the rights Setup for CF totally wrong??? -- Thanks in advance .... : Torsten Brumm : : Kuehne + Nagel : HAM - MI-ID : : Bauerbergweg 23-25 : 22111 Hamburg : : +49 (40) 30333 3199 : +49 (40) 30333 44 3199 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne From falcone at bestpractical.com Wed Aug 8 09:20:41 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Aug 2007 09:20:41 -0400 Subject: [rt-users] RT-3.6.4 ShowTransaction In-Reply-To: <46AF15DF.6060809@pipex.net> References: <46AF15DF.6060809@pipex.net> Message-ID: On Jul 31, 2007, at 6:58 AM, Roy El-Hames wrote: > Hi; > line 151 in ShowTransaction there is: > my $aid = > is that a bug else what ist used for, I can't find any other > reference to $aid anywhere else .. Hi Roy It looks like it was an accidental commit with some changes a few lines down. It is valid perl, but obviously not right. I've removed it in svn. Thanks -kevin From falcone at bestpractical.com Wed Aug 8 09:23:03 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 8 Aug 2007 09:23:03 -0400 Subject: [rt-users] Problems with rt-mailgate (postfix + ldap + aliases) In-Reply-To: <1185908603.30770.403.camel@timon> References: <1185823236.30770.212.camel@timon> <46AE4418.50303@bluegecko.net> <1185869451.30770.250.camel@timon> <46AF7ACA.3030305@bluegecko.net> <1185908603.30770.403.camel@timon> Message-ID: <2B13B4FF-02C2-4D41-8AC9-C45002BF91F3@bestpractical.com> On Jul 31, 2007, at 3:03 PM, Toni de la Fuente wrote: > Jul 31 20:50:39 rainbow RT: Could not record email: Could not load a > valid user (/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:73) Have you given Everyone the right CreateTickets? Or given the user sending mail the right to create Tickets? -kevin From torsten.brumm at Kuehne-Nagel.com Wed Aug 8 09:25:34 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 8 Aug 2007 15:25:34 +0200 Subject: AW: [rt-users] Custom Fields and Rights Question / maybe a bug In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394821F7C@w3hamboex11.ger.win.int.kn> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394821FA5@w3hamboex11.ger.win.int.kn> OK, now i'm sure, this is a but inside the CF ACL, taken from the RT Book: AdminCustomField -> right to change the CF Name and Values. SeeCustomField -> right to see the CF ModifyCustomField -> right to see and set the CF's Values. So, from my point of view, this is not working.... -- Thanks in advance .... : Torsten Brumm : : Kuehne + Nagel : HAM - MI-ID : : Bauerbergweg 23-25 : 22111 Hamburg : : +49 (40) 30333 3199 : +49 (40) 30333 44 3199 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Ham MI-ID, Torsten Brumm Gesendet: Mittwoch, 8. August 2007 15:07 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Custom Fields and Rights Question / maybe a bug Wichtigkeit: Hoch Hi RT Users, Developers, i'm not 100% sure if this is a bug or if i'm again too dumb... For a Custom Field, I can grant the following Group Rights: SeeCustomField ModifyCustomField AdminCustomField >From my point of understanding, SeeCustomFields allows a user to see the CF and it's content, but not to change it? ModifyCustomFields grant him the right to change the Content of the CF and AdminCF grants him the right to change this CF, is this correct so far? If the point above is correct, then if a user that only have the rights SeeCustomField should only be able to see this field and content, but should not be able to change the content? OK, now my problem and why I'm thinking that's a bug... If a user creates a ticket in a queue with a custom field assigned and he has only the right SeeCustomField at this CF, he should see the field but should not be able to enter something there?!? But he is...!...is this the correct way of handling the ACL or do I something wrong? Its under RT 3.6.4 and I have double checked the rights, the global rights, group rights and user rights... Any Ideas or hints or understand I the rights Setup for CF totally wrong??? -- Thanks in advance .... : Torsten Brumm : : Kuehne + Nagel : HAM - MI-ID : : Bauerbergweg 23-25 : 22111 Hamburg : : +49 (40) 30333 3199 : +49 (40) 30333 44 3199 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 shildreth at allantgroup.com Wed Aug 8 10:09:24 2007 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Wed, 08 Aug 2007 09:09:24 -0500 Subject: [rt-users] History Display for a Ticket In-Reply-To: <46B9B707.7020402@oracle.com> References: <1186065249.1079.7.camel@scotth.emsphone.com> <46B205DC.6090805@lbl.gov> <1186073589.1079.10.camel@scotth.emsphone.com> <1186156274.1079.46.camel@scotth.emsphone.com> <1186172375.1079.66.camel@scotth.emsphone.com> <1186506106.1079.131.camel@scotth.emsphone.com> <46B9B707.7020402@oracle.com> Message-ID: <1186582164.1079.144.camel@scotth.emsphone.com> On Wed, 2007-08-08 at 08:28 -0400, Joe Casadonte wrote: > On 8/7/2007 1:01 PM, Scott T. Hildreth wrote: > > > If I query the Transactions table, selecting only transactions for this > > ticket that were created by non-RT::System ids, there are 29. All of type > > RT::Ticket. If unset the $OldestTransactionsFirst, the history on the display > > page shows the first 20 Tickets (non-system tickets, I added the HideTransactons override) > > If re-set $OldestTransactionsFirst in RT_SiteConfig.pm, stop apache, remove > > mason_data/obj/*, restart apache, search for that ticket, the ticket display > > only shows the last 7 tickets. I have looked at RT code and read relevant chapters > > in RT Essentials and I cannot figure out why the all history will not show up > > in the History section. I feel like I am really overlooking something obvious, > > does anyone have any ideas on what is going? > > I just looked at the 3.6.3 code, and I can't see anything that would > limit the number of history records shown, nor do I see anything > different with OldestTransactionsFirst aside from ASC vs. DESC in the > select. I couldn't find anything either. > What code base are you on? > 3.6.4, but it happens with 3.6.3 as well. -- Scott T. Hildreth From ruz at bestpractical.com Wed Aug 8 10:13:33 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 8 Aug 2007 18:13:33 +0400 Subject: [rt-users] Custom Fields and Rights Question / maybe a bug In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394821F7C@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394821F7C@w3hamboex11.ger.win.int.kn> Message-ID: <589c94400708080713u20617021w2ad4522ba4031680@mail.gmail.com> On 8/8/07, Ham MI-ID, Torsten Brumm wrote: > Hi RT Users, Developers, > > i'm not 100% sure if this is a bug or if i'm again too dumb... > > For a Custom Field, I can grant the following Group Rights: > > SeeCustomField > ModifyCustomField > AdminCustomField > > >From my point of understanding, SeeCustomFields allows a user to see the CF and it's content, but not to change it? right > > ModifyCustomFields grant him the right to change the Content of the CF and AdminCF grants him the right to change this CF, is this correct so far? AdminCF allow user to admin a CF, add new possible values, change type... ModifyCF allow user to modify value(s) of a CF on tickets or objects this particular CF applies to. > > If the point above is correct, then if a user that only have the rights SeeCustomField should only be able to see this field and content, but should not be able to change the content? right. > > OK, now my problem and why I'm thinking that's a bug... > > If a user creates a ticket in a queue with a custom field assigned and he has only the right SeeCustomField at this CF, he should see the field but should not be able to enter something there?!? But he is...!...is this the correct way of handling the ACL or do I something wrong? Yeah, there is a small bug on create. User see fields he can see even if he can't modify them, but as far as I know user gets 'permission denied' after creation for fields he can't modify. In 3.7 development branch we don't show fields user can't modify on the create ticket page anymore. I think we can backport that fix. > > Its under RT 3.6.4 and I have double checked the rights, the global rights, group rights and user rights... > > Any Ideas or hints or understand I the rights Setup for CF totally wrong??? > -- > Thanks in advance > .... > : Torsten Brumm > : > : Kuehne + Nagel > : HAM - MI-ID > : > : Bauerbergweg 23-25 > : 22111 Hamburg > : > : +49 (40) 30333 3199 > : +49 (40) 30333 44 3199 > : > : torsten.brumm at kuehne-nagel.com > : www.kn-portal.com > : icq: 78258840 > .... > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Wed Aug 8 10:22:31 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 8 Aug 2007 10:22:31 -0400 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <11510307175.20070808131722@e-port.ru> References: <91179600.20070807173108@e-port.ru> <46B8A703.8010004@ucrwcu.rwc.uc.edu> <11510307175.20070808131722@e-port.ru> Message-ID: On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wrote: > Wiki would be enough, but there is a problem in current patch state: > it uses special constant string inplace of real content to indicate > that file is located out of DB. > Right way is to use flag in table. I do not think that changing scheme > witch patching is a good idea, that is why this patch must be > merged into RT. This might be a good place to use the ContentEncoding field to describe an 'ondisk' encoding. -jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From lmorgan at mtl-inst.com Wed Aug 8 10:25:40 2007 From: lmorgan at mtl-inst.com (Luke E Morgan) Date: Wed, 8 Aug 2007 15:25:40 +0100 Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install In-Reply-To: <46B9B3A5.9040205@oracle.com> Message-ID: Thanks for the suggestion. Unfortunately it doesn't seem to have helped. I've now set /usr/local/rt3/html/Elements/Logo to read : Intranet Stopped apache, cleared the mason cache, (rm -rf /var/cache/rt3/mason_cache/) I edited my RT_SiteConfig.pm and commented out all the Logo variables and set Set($WebPath , "/"); Set($WebImagesURL, $WebPath . "NoAuth/images/"); Started up apache again, and it still displays the Best Practical logo. I've also disable SElinux as it was affecting the mail delivery. I'll get RT working first, then go back and learn SE ! I also have Set($LogToSyslog, 'debug'); in my RT_SiteConfig.pm and there is no message in /var/log/messages when I view an RT web page. Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install Joe Casadonte to: Luke E Morgan 08/08/2007 13:12 Cc: rt-users Please respond to joe.casadonte at oracle.com On 8/7/2007 5:20 AM, Luke E Morgan wrote: > I'm sure I'm just missing something simple, but I cannot seem to change > the BP logo on my install of RT 3.6.3 on Fedora Core 7. > I've installed RT using yum (lazy I know, but it works apart from this > issue). > > It has been installed into > /usr/share/rt3 > I've created /usr/local/rt3/html/Elements/ > and copied the Logo file into that directory. > > I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images > It is a 92x50pixels jpeg. I'm using 3.6.3 (not from yum, though) and I have done the same thing, up to this point. However, I have something different for the Logo file changes: > Following suggestions from the wiki and the mailing list archives, I put > this line into the Logo file : > alt="Intranet" width="<%$RT::LogoWidth%>" height="<%$RT::LogoHeight%>" > /> Alternate Logo Where WebBaseURL and WebImagesURL are: Set($WebBaseURL , "http://machine.domain.com"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); # default Set($WebPath , ""); # default Cleared the cache and that was it. -- 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. == ========== ========== _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: graycol.gif Type: image/gif Size: 105 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: pic29358.gif Type: image/gif Size: 1255 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ecblank.gif Type: image/gif Size: 45 bytes Desc: not available URL: From weser at osp-dd.de Wed Aug 8 10:32:47 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Wed, 08 Aug 2007 16:32:47 +0200 Subject: [rt-users] Another rights question Message-ID: <46B9D40F.2080101@osp-dd.de> Hi everybody, just saw the request of Torsten and Ruslan's answer to it. I have a similar situation (bug??) here: A user with the rights CreateTicket ReplyTicket SeeQueue ShowTicket Watch can create a ticket but also set Status and the Owner while creating the ticket. In the mail list I've found a solution to automatically assign a ticket to somebody while creating it. If this would overwrite the described behavior it would be ok for me. But shouldn't have the user no rights at all to set the values Owner and Status? If a really stupid user decides to choose "Resolved", nobody will bother about the ticket. Will this be fixed in the next version too? Regarding to Ruslans answer those fields won't be visible at all in the next version. Is that right? Maybe I will sit here and wait for so long then ;) Ben From jmoseley at corp.xanadoo.com Wed Aug 8 10:48:43 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 8 Aug 2007 09:48:43 -0500 Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install In-Reply-To: Message-ID: Luke, just realized my response below was not sent to the list yesterday. Reading your recent post, I just noticed something from your original post yesterday: > It has been installed into > /usr/share/rt3 > I've created /usr/local/rt3/html/Elements/ > and copied the Logo file into that directory. I am not familiar with the FC7 yum package of RT, but if the RT is installed in /usr/share/rt3, why did you create your 'local' directory in /usr/local? You should have copied the Logo file to: /usr/share/rt3/local/html/Elements (if you install from source, you have to create the Elements directory). Unless there is something odd about the FC7 package, you currently have put your Logo file in a directory (/usr/local/x.x.x) that will never be read by RT. Perhaps you simply made a typo in your post? James Moseley James Moseley/BTV/PEGAS US To Luke E Morgan 08/07/2007 08:35 AM cc Subject Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install(Document link: James Moseley) I know this is covered somewhere in the documentation, cause I had to figure this out at one point myself. The method you are using below is for versions prior to 3.6.x. For 3.6.x versions, to change the logo you need put customized changes in the local directory. So, in your case, you'd need to create /usr/local/rt3/local/html/Elements/ - then copy in the Logo file, edit, delete the whole mason cache (looks like you are only deleting parts of it?), and restart apache. If that doesn't work, try getting rid of the Logo syntax in RT_SiteConfig.pm and manually putting that stuff in the Logo file. For example: <%loc(")%>"width="92" height="50"> In order for the following to work, you'd need to define RT::WebImagesURL in your RT_SiteConfig.pm: Set($WebPath , "/rt"); Set($WebBaseURL , "https://"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); James Moseley Luke E Morgan To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum 08/07/2007 04:20 install AM I'm sure I'm just missing something simple, but I cannot seem to change the BP logo on my install of RT 3.6.3 on Fedora Core 7. I've installed RT using yum (lazy I know, but it works apart from this issue). It has been installed into /usr/share/rt3 I've created /usr/local/rt3/html/Elements/ and copied the Logo file into that directory. I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images It is a 92x50pixels jpeg. Following suggestions from the wiki and the mailing list archives, I put this line into the Logo file : Intranet I have modified by RT_SiteConfig.pm file. If I log into the web interface, under tools, choose system configuration, the following variables are set : RT::LogoLinkURL http://192.168.66.1 RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg RT::LogoWidth 92 RT::LogoHeight 50 RT::MasonDataDir /var/cache/rt3/mason_data I've tried stopping the webserver, deleting Logo.obj from /var/cache/rt3/mason_data/obj/3989424063/standard When I restart apache, and refresh the RT page, Logo.obj is recreated with the best practical logo in it. Where am I going wrong ? Can anyone point me in the right direction please ? Thanks in advance Luke This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 boris.lytochkin at e-port.ru Wed Aug 8 10:47:34 2007 From: boris.lytochkin at e-port.ru (Boris Lytochkin) Date: Wed, 8 Aug 2007 18:47:34 +0400 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: References: <91179600.20070807173108@e-port.ru> <46B8A703.8010004@ucrwcu.rwc.uc.edu> <11510307175.20070808131722@e-port.ru> Message-ID: <868041414.20070808184734@e-port.ru> Wednesday, August 8, 2007, 6:22:31 PM, you wrote: > This might be a good place to use the ContentEncoding field to > describe an 'ondisk' encoding. How do you expect to use this filed? Something like '(ondisk|inDB),(base64|quoted-printable|...)'? > On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wrote: >> Wiki would be enough, but there is a problem in current patch state: >> it uses special constant string inplace of real content to indicate >> that file is located out of DB. >> Right way is to use flag in table. I do not think that changing scheme >> witch patching is a good idea, that is why this patch must be >> merged into RT. > This might be a good place to use the ContentEncoding field to > describe an 'ondisk' encoding. > -jesse -- Best regards, Boris Lytochkin mailto:boris.lytochkin at e-port.ru From lmorgan at mtl-inst.com Wed Aug 8 11:09:21 2007 From: lmorgan at mtl-inst.com (Luke E Morgan) Date: Wed, 8 Aug 2007 16:09:21 +0100 Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install In-Reply-To: Message-ID: James, Thanks for pointing that out. I was following some instructions somewhere in setting that up. If I can find them, and I didn't just follow them wrong, then I'll correct them ! Unfortunately, your suggestion hasn't fixed my problem, but has got me thinking along different lines. I noticed these two lines in the System Configuration in the web interface RT::MasonLocalComponentRoot /usr/local/lib/rt3/html RT::LocalPath /usr/local/lib/rt3 Should either or both of these point to /usr/share/rt3/local/html ?? Luke Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install James Moseley to: Luke E Morgan, rt-users 08/08/2007 15:44 Luke, just realized my response below was not sent to the list yesterday. Reading your recent post, I just noticed something from your original post yesterday: > It has been installed into > /usr/share/rt3 > I've created /usr/local/rt3/html/Elements/ > and copied the Logo file into that directory. I am not familiar with the FC7 yum package of RT, but if the RT is installed in /usr/share/rt3, why did you create your 'local' directory in /usr/local? You should have copied the Logo file to: /usr/share/rt3/local/html/Elements (if you install from source, you have to create the Elements directory). Unless there is something odd about the FC7 package, you currently have put your Logo file in a directory (/usr/local/x.x.x) that will never be read by RT. Perhaps you simply made a typo in your post? James Moseley James Moseley/BTV/PEGAS US To Luke E Morgan 08/07/2007 08:35 AM cc Subject Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install(Document link: James Moseley) I know this is covered somewhere in the documentation, cause I had to figure this out at one point myself. The method you are using below is for versions prior to 3.6.x. For 3.6.x versions, to change the logo you need put customized changes in the local directory. So, in your case, you'd need to create /usr/local/rt3/local/html/Elements/ - then copy in the Logo file, edit, delete the whole mason cache (looks like you are only deleting parts of it?), and restart apache. If that doesn't work, try getting rid of the Logo syntax in RT_SiteConfig.pm and manually putting that stuff in the Logo file. For example: <%loc(")%>"width="92" height="50"> In order for the following to work, you'd need to define RT::WebImagesURL in your RT_SiteConfig.pm: Set($WebPath , "/rt"); Set($WebBaseURL , "https://"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); James Moseley Luke E Morgan To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum 08/07/2007 04:20 install AM I'm sure I'm just missing something simple, but I cannot seem to change the BP logo on my install of RT 3.6.3 on Fedora Core 7. I've installed RT using yum (lazy I know, but it works apart from this issue). It has been installed into /usr/share/rt3 I've created /usr/local/rt3/html/Elements/ and copied the Logo file into that directory. I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images It is a 92x50pixels jpeg. Following suggestions from the wiki and the mailing list archives, I put this line into the Logo file : Intranet I have modified by RT_SiteConfig.pm file. If I log into the web interface, under tools, choose system configuration, the following variables are set : RT::LogoLinkURL http://192.168.66.1 RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg RT::LogoWidth 92 RT::LogoHeight 50 RT::MasonDataDir /var/cache/rt3/mason_data I've tried stopping the webserver, deleting Logo.obj from /var/cache/rt3/mason_data/obj/3989424063/standard When I restart apache, and refresh the RT page, Logo.obj is recreated with the best practical logo in it. Where am I going wrong ? Can anyone point me in the right direction please ? Thanks in advance Luke This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: graycol.gif Type: image/gif Size: 105 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: pic18467.gif Type: image/gif Size: 1255 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ecblank.gif Type: image/gif Size: 45 bytes Desc: not available URL: From joe.casadonte at oracle.com Wed Aug 8 11:21:44 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 08 Aug 2007 11:21:44 -0400 Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install In-Reply-To: References: Message-ID: <46B9DF88.8000103@oracle.com> On 8/8/2007 10:25 AM, Luke E Morgan wrote: > Started up apache again, and it still displays the Best Practical logo. Try logging out and logging back in. -- 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 jmoseley at corp.xanadoo.com Wed Aug 8 11:25:27 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 8 Aug 2007 10:25:27 -0500 Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install In-Reply-To: Message-ID: I would assume /usr/local/lib/rt3 exists? Is /usr/share/rt3 simply a symbolic link to /usr/local/lib/rt3? If RT is actually installed in /usr/local/lib, then see if /usr/local/lib/rt3/local/html exists. Lastly, check your Apache config and logs to see where RT is pulling the RT logo from. That will at least give you start. If you still can't figure it out, simply edit the default Logo file (instead of trying to override the default Logo file by having the file local/html/Elements/Logo). James Moseley Luke E Morgan To James Moseley 08/08/2007 10:09 AM cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install James, Thanks for pointing that out. I was following some instructions somewhere in setting that up. If I can find them, and I didn't just follow them wrong, then I'll correct them ! Unfortunately, your suggestion hasn't fixed my problem, but has got me thinking along different lines. I noticed these two lines in the System Configuration in the web interface RT::MasonLocalComponentRoot /usr/local/lib/rt3/html RT::LocalPath /usr/local/lib/rt3 Should either or both of these point to /usr/share/rt3/local/html ?? Luke (Embedded image moved to file: pic25547.gif)Inactive hide details for Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum installRe: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install (Embedded (Embedded image moved to file: pic32662.gif) image moved to file: Re: [rt-users] Trying to change the logo. Fedora Core 7, pic27644. RT3.6.3 yum install gif) (Embedded image moved to file: pic32757.gif) James Moseley (Embedded image moved to file: pic20037.gif) to: (Embedded image moved to file: pic12859.gif) Luke E Morgan, rt-users (Embedded image moved to file: pic08723.gif) 08/08/2007 15:44 Luke, just realized my response below was not sent to the list yesterday. Reading your recent post, I just noticed something from your original post yesterday: > It has been installed into > /usr/share/rt3 > I've created /usr/local/rt3/html/Elements/ > and copied the Logo file into that directory. I am not familiar with the FC7 yum package of RT, but if the RT is installed in /usr/share/rt3, why did you create your 'local' directory in /usr/local? You should have copied the Logo file to: /usr/share/rt3/local/html/Elements (if you install from source, you have to create the Elements directory). Unless there is something odd about the FC7 package, you currently have put your Logo file in a directory (/usr/local/x.x.x) that will never be read by RT. Perhaps you simply made a typo in your post? James Moseley James Moseley/BTV/PEGAS US To Luke E Morgan 08/07/2007 08:35 AM cc Subject Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install(Document link: James Moseley) I know this is covered somewhere in the documentation, cause I had to figure this out at one point myself. The method you are using below is for versions prior to 3.6.x. For 3.6.x versions, to change the logo you need put customized changes in the local directory. So, in your case, you'd need to create /usr/local/rt3/local/html/Elements/ - then copy in the Logo file, edit, delete the whole mason cache (looks like you are only deleting parts of it?), and restart apache. If that doesn't work, try getting rid of the Logo syntax in RT_SiteConfig.pm and manually putting that stuff in the Logo file. For example: <%loc(")%>"width="92" height="50"> In order for the following to work, you'd need to define RT::WebImagesURL in your RT_SiteConfig.pm: Set($WebPath , "/rt"); Set($WebBaseURL , "https://"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); James Moseley Luke E Morgan To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum 08/07/2007 04:20 install AM I'm sure I'm just missing something simple, but I cannot seem to change the BP logo on my install of RT 3.6.3 on Fedora Core 7. I've installed RT using yum (lazy I know, but it works apart from this issue). It has been installed into /usr/share/rt3 I've created /usr/local/rt3/html/Elements/ and copied the Logo file into that directory. I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images It is a 92x50pixels jpeg. Following suggestions from the wiki and the mailing list archives, I put this line into the Logo file : Intranet I have modified by RT_SiteConfig.pm file. If I log into the web interface, under tools, choose system configuration, the following variables are set : RT::LogoLinkURL http://192.168.66.1 RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg RT::LogoWidth 92 RT::LogoHeight 50 RT::MasonDataDir /var/cache/rt3/mason_data I've tried stopping the webserver, deleting Logo.obj from /var/cache/rt3/mason_data/obj/3989424063/standard When I restart apache, and refresh the RT page, Logo.obj is recreated with the best practical logo in it. Where am I going wrong ? Can anyone point me in the right direction please ? Thanks in advance Luke This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ(Embedded image moved to file: pic09741.gif) -------------- next part -------------- A non-text attachment was scrubbed... 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Name: pic08723.gif Type: image/gif Size: 45 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: pic09741.gif Type: image/gif Size: 1255 bytes Desc: not available URL: From lmorgan at mtl-inst.com Wed Aug 8 11:26:43 2007 From: lmorgan at mtl-inst.com (Luke E Morgan) Date: Wed, 8 Aug 2007 16:26:43 +0100 Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install In-Reply-To: Message-ID: It appears to be almost fixed now. The system configuration on the web interface has this line : RT::LocalPath /usr/local/lib/rt3 so I created /usr/local/lib/rt3/html/Elements/Logo and made that use the local logo that I wanted. Cleared the mason cache, restarted Apache and it worked !! I tried altering that variable in RT_SiteConfig.pm using this line, and it doesn't seem to have any effect .... Set( $LocalPath, '/usr/share/rt3/local/'); For the time being, I am happy to have the ability to create my own local config, but is there a particular reason why RT might be ignoring my SiteConfig of the LocalPath variable ? Thank you all for your help. Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install James Moseley to: Luke E Morgan, rt-users 08/08/2007 15:44 Luke, just realized my response below was not sent to the list yesterday. Reading your recent post, I just noticed something from your original post yesterday: > It has been installed into > /usr/share/rt3 > I've created /usr/local/rt3/html/Elements/ > and copied the Logo file into that directory. I am not familiar with the FC7 yum package of RT, but if the RT is installed in /usr/share/rt3, why did you create your 'local' directory in /usr/local? You should have copied the Logo file to: /usr/share/rt3/local/html/Elements (if you install from source, you have to create the Elements directory). Unless there is something odd about the FC7 package, you currently have put your Logo file in a directory (/usr/local/x.x.x) that will never be read by RT. Perhaps you simply made a typo in your post? James Moseley James Moseley/BTV/PEGAS US To Luke E Morgan 08/07/2007 08:35 AM cc Subject Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install(Document link: James Moseley) I know this is covered somewhere in the documentation, cause I had to figure this out at one point myself. The method you are using below is for versions prior to 3.6.x. For 3.6.x versions, to change the logo you need put customized changes in the local directory. So, in your case, you'd need to create /usr/local/rt3/local/html/Elements/ - then copy in the Logo file, edit, delete the whole mason cache (looks like you are only deleting parts of it?), and restart apache. If that doesn't work, try getting rid of the Logo syntax in RT_SiteConfig.pm and manually putting that stuff in the Logo file. For example: <%loc(")%>"width="92" height="50"> In order for the following to work, you'd need to define RT::WebImagesURL in your RT_SiteConfig.pm: Set($WebPath , "/rt"); Set($WebBaseURL , "https://"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); James Moseley Luke E Morgan To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum 08/07/2007 04:20 install AM I'm sure I'm just missing something simple, but I cannot seem to change the BP logo on my install of RT 3.6.3 on Fedora Core 7. I've installed RT using yum (lazy I know, but it works apart from this issue). It has been installed into /usr/share/rt3 I've created /usr/local/rt3/html/Elements/ and copied the Logo file into that directory. I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images It is a 92x50pixels jpeg. Following suggestions from the wiki and the mailing list archives, I put this line into the Logo file : Intranet I have modified by RT_SiteConfig.pm file. If I log into the web interface, under tools, choose system configuration, the following variables are set : RT::LogoLinkURL http://192.168.66.1 RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg RT::LogoWidth 92 RT::LogoHeight 50 RT::MasonDataDir /var/cache/rt3/mason_data I've tried stopping the webserver, deleting Logo.obj from /var/cache/rt3/mason_data/obj/3989424063/standard When I restart apache, and refresh the RT page, Logo.obj is recreated with the best practical logo in it. Where am I going wrong ? Can anyone point me in the right direction please ? Thanks in advance Luke This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... 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Name: ecblank.gif Type: image/gif Size: 45 bytes Desc: not available URL: From torsten.brumm at Kuehne-Nagel.com Wed Aug 8 11:28:58 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 8 Aug 2007 17:28:58 +0200 Subject: AW: Re: [rt-users] Custom Fields and Rights Question / maybe a bug Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039448565D@w3hamboex11.ger.win.int.kn> Hi ruslan, Yes for a normal cf this is not critical, but together with a cf set to mandatory this becomes critical, because the user is not able to create a ticket via gui anymore for this queue :-( Torsten -----Original Message----- From: ruslan.zakirov at gmail.com To: Ham MI-ID, Torsten Brumm CC: rt-users at lists.bestpractical.com Sent: Wed Aug 08 16:13:33 2007 Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug On 8/8/07, Ham MI-ID, Torsten Brumm wrote: > Hi RT Users, Developers, > > i'm not 100% sure if this is a bug or if i'm again too dumb... > > For a Custom Field, I can grant the following Group Rights: > > SeeCustomField > ModifyCustomField > AdminCustomField > > >From my point of understanding, SeeCustomFields allows a user to see the CF and it's content, but not to change it? right > > ModifyCustomFields grant him the right to change the Content of the CF and AdminCF grants him the right to change this CF, is this correct so far? AdminCF allow user to admin a CF, add new possible values, change type... ModifyCF allow user to modify value(s) of a CF on tickets or objects this particular CF applies to. > > If the point above is correct, then if a user that only have the rights SeeCustomField should only be able to see this field and content, but should not be able to change the content? right. > > OK, now my problem and why I'm thinking that's a bug... > > If a user creates a ticket in a queue with a custom field assigned and he has only the right SeeCustomField at this CF, he should see the field but should not be able to enter something there?!? But he is...!...is this the correct way of handling the ACL or do I something wrong? Yeah, there is a small bug on create. User see fields he can see even if he can't modify them, but as far as I know user gets 'permission denied' after creation for fields he can't modify. In 3.7 development branch we don't show fields user can't modify on the create ticket page anymore. I think we can backport that fix. > > Its under RT 3.6.4 and I have double checked the rights, the global rights, group rights and user rights... > > Any Ideas or hints or understand I the rights Setup for CF totally wrong??? > -- > Thanks in advance > .... > : Torsten Brumm > : > : Kuehne + Nagel > : HAM - MI-ID > : > : Bauerbergweg 23-25 > : 22111 Hamburg > : > : +49 (40) 30333 3199 > : +49 (40) 30333 44 3199 > : > : torsten.brumm at kuehne-nagel.com > : www.kn-portal.com > : icq: 78258840 > .... > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Keith.D.Schincke at nasa.gov Wed Aug 8 11:21:00 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Wed, 8 Aug 2007 10:21:00 -0500 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <868041414.20070808184734@e-port.ru> References: <91179600.20070807173108@e-port.ru><46B8A703.8010004@ucrwcu.rwc.uc.edu><11510307175.20070808131722@e-port.ru> <868041414.20070808184734@e-port.ru> Message-ID: <5D0B651C5306D64AA429824F50D2C0AC3B6A4C@NDJSEVS23B.ndc.nasa.gov> You could do that or just have 'ondisk' be a new encoding type added at the end of the list. The Content field of the data base could store the path to the file relative to a config option. I would suggest a file size threshold option if RT starts using the file system to store attachements. The folowing config options could be added: Set( $AttachmentLocation, 'indb'|'ondisk'|'size' ) ; Set( $AttachmentDiskStorageThreshhold, 4096 ) ; Set( $AttachmentDiskPath, '/some/location' ) ; Keith -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Boris Lytochkin Sent: Wednesday, August 08, 2007 9:48 AM To: Jesse Vincent Cc: rt-users at lists.bestpractical.com Subject: Re[4]: [rt-users] Attachments table of RT's Mysql database Wednesday, August 8, 2007, 6:22:31 PM, you wrote: > This might be a good place to use the ContentEncoding field to > describe an 'ondisk' encoding. How do you expect to use this filed? Something like '(ondisk|inDB),(base64|quoted-printable|...)'? > On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wrote: >> Wiki would be enough, but there is a problem in current patch state: >> it uses special constant string inplace of real content to indicate >> that file is located out of DB. >> Right way is to use flag in table. I do not think that changing >> scheme witch patching is a good idea, that is why this patch must be >> merged into RT. > This might be a good place to use the ContentEncoding field to > describe an 'ondisk' encoding. > -jesse -- Best regards, Boris Lytochkin mailto:boris.lytochkin at e-port.ru _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Wed Aug 8 11:45:08 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 8 Aug 2007 11:45:08 -0400 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <868041414.20070808184734@e-port.ru> References: <91179600.20070807173108@e-port.ru> <46B8A703.8010004@ucrwcu.rwc.uc.edu> <11510307175.20070808131722@e-port.ru> <868041414.20070808184734@e-port.ru> Message-ID: <8F3D4877-D706-44B0-85D9-6EB4991A22F6@bestpractical.com> On Aug 8, 2007, at 10:47 AM, Boris Lytochkin wrote: > Wednesday, August 8, 2007, 6:22:31 PM, you wrote: > >> This might be a good place to use the ContentEncoding field to >> describe an 'ondisk' encoding. > > How do you expect to use this filed? > Something like '(ondisk|inDB),(base64|quoted-printable|...)'? I think I was envisioning "ondisk" as a new encoding meaning "the content is the path to the attachment's content on disk (presumably named as a sha1 sum of its content) and not a prefox to the existing encodings. There's not much sense in storing stuff on disk in something other than raw binary format. Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From joe.casadonte at oracle.com Wed Aug 8 11:53:33 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 08 Aug 2007 11:53:33 -0400 Subject: AW: Re: [rt-users] Custom Fields and Rights Question / maybe a bug In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039448565D@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039448565D@w3hamboex11.ger.win.int.kn> Message-ID: <46B9E6FD.6020305@oracle.com> On 8/8/2007 11:28 AM, Ham MI-ID, Torsten Brumm wrote: > Yes for a normal cf this is not critical, but together with a cf set to > mandatory this becomes critical, because the user is not able to create > a ticket via gui anymore for this queue :-( We get around this by having a scrip kick off and set a default value if the CF has no value. -- 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 torsten.brumm at Kuehne-Nagel.com Wed Aug 8 11:59:39 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 8 Aug 2007 17:59:39 +0200 Subject: AW: Re: AW: Re: [rt-users] Custom Fields and Rights Question / maybe a bug Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394485662@w3hamboex11.ger.win.int.kn> At create time? Or how have you fixef this problem??? -----Original Message----- From: Joe Casadonte To: Ham MI-ID, Torsten Brumm CC: ruz at bestpractical.com ; rt-users at lists.bestpractical.com Sent: Wed Aug 08 17:53:33 2007 Subject: Re: AW: Re: [rt-users] Custom Fields and Rights Question / maybe a bug On 8/8/2007 11:28 AM, Ham MI-ID, Torsten Brumm wrote: > Yes for a normal cf this is not critical, but together with a cf set to > mandatory this becomes critical, because the user is not able to create > a ticket via gui anymore for this queue :-( We get around this by having a scrip kick off and set a default value if the CF has no value. -- 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. == ========== ========== -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Aug 8 12:02:08 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 8 Aug 2007 20:02:08 +0400 Subject: [rt-users] Custom Fields and Rights Question / maybe a bug In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039448565D@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039448565D@w3hamboex11.ger.win.int.kn> Message-ID: <589c94400708080902x1c307a19vc4a280e575f0a415@mail.gmail.com> If a CF is mandatory then all users who can create tickets in queues CF applies to must have 'ModifyCustomField' right. I think this way. Do you have another ideas? At least as I understand this the way it work now. I was thinking about while fixing bug in 3.7 and came to two ideas: 1) Mandatory CFs must have default value. So when people couldn't set a CF then we apply default and the fact that the CF is mandatory doesn't prevent creation. 2) We can add new 'SetCustomFieldOnCreate' right which can be useful in many workflows and also admins would be able to allow users to create tickets with mandatory fields, but deny changing a field after that. Both ideas are subject of RT 3.8 only, as I said we can only back port a patch from 3.8 to avoid confusion of users and admins. On 8/8/07, Ham MI-ID, Torsten Brumm wrote: > > > > Hi ruslan, > > Yes for a normal cf this is not critical, but together with a cf set to > mandatory this becomes critical, because the user is not able to create a > ticket via gui anymore for this queue :-( > > Torsten > > > -----Original Message----- > From: ruslan.zakirov at gmail.com > To: Ham MI-ID, Torsten Brumm > CC: rt-users at lists.bestpractical.com > > Sent: Wed Aug 08 16:13:33 2007 > Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug > > On 8/8/07, Ham MI-ID, Torsten Brumm wrote: > > Hi RT Users, Developers, > > > > i'm not 100% sure if this is a bug or if i'm again too dumb... > > > > For a Custom Field, I can grant the following Group Rights: > > > > SeeCustomField > > ModifyCustomField > > AdminCustomField > > > > >From my point of understanding, SeeCustomFields allows a user to see the > CF and it's content, but not to change it? > right > > > > > ModifyCustomFields grant him the right to change the Content of the CF > and AdminCF grants him the right to change this CF, is this correct so far? > AdminCF allow user to admin a CF, add new possible values, change type... > ModifyCF allow user to modify value(s) of a CF on tickets or objects > this particular CF applies to. > > > > > If the point above is correct, then if a user that only have the rights > SeeCustomField should only be able to see this field and content, but should > not be able to change the content? > right. > > > > > OK, now my problem and why I'm thinking that's a bug... > > > > If a user creates a ticket in a queue with a custom field assigned and he > has only the right SeeCustomField at this CF, he should see the field but > should not be able to enter something there?!? But he is...!...is this the > correct way of handling the ACL or do I something wrong? > Yeah, there is a small bug on create. User see fields he can see even > if he can't modify them, but as far as I know user gets 'permission > denied' after creation for fields he can't modify. > > In 3.7 development branch we don't show fields user can't modify on > the create ticket page anymore. I think we can backport that fix. > > > > > Its under RT 3.6.4 and I have double checked the rights, the global > rights, group rights and user rights... > > > > Any Ideas or hints or understand I the rights Setup for CF totally > wrong??? > > -- > > Thanks in advance > > .... > > : Torsten Brumm > > : > > : Kuehne + Nagel > > : HAM - MI-ID > > : > > : Bauerbergweg 23-25 > > : 22111 Hamburg > > : > > : +49 (40) 30333 3199 > > : +49 (40) 30333 44 3199 > > : > > : torsten.brumm at kuehne-nagel.com > > : www.kn-portal.com > > : icq: 78258840 > > .... > > > > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, > Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, > Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: > DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: > Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: > Klaus-Michael K?hne > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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. > > > -- Best regards, Ruslan. From torsten.brumm at Kuehne-Nagel.com Wed Aug 8 12:19:20 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 8 Aug 2007 18:19:20 +0200 Subject: AW: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394485664@w3hamboex11.ger.win.int.kn> Hmmmm, an new right would not fix the core of the problem....i think this not only occurs on create, this can also hapen at resolve time. From the workflow point of view we have the situation that a user creates a ticket with only limited rights, later groups working at the same ticket have more rights and have to set this cf, later groups only need to see what happens with this ticket and resolve this... I think to bypass the mandatory check and only display the cf if needed but with no chance to ut something should be a cleaner solution?!? Torsten -----Original Message----- From: ruslan.zakirov at gmail.com To: Ham MI-ID, Torsten Brumm CC: rt-users at lists.bestpractical.com Sent: Wed Aug 08 18:02:08 2007 Subject: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug If a CF is mandatory then all users who can create tickets in queues CF applies to must have 'ModifyCustomField' right. I think this way. Do you have another ideas? At least as I understand this the way it work now. I was thinking about while fixing bug in 3.7 and came to two ideas: 1) Mandatory CFs must have default value. So when people couldn't set a CF then we apply default and the fact that the CF is mandatory doesn't prevent creation. 2) We can add new 'SetCustomFieldOnCreate' right which can be useful in many workflows and also admins would be able to allow users to create tickets with mandatory fields, but deny changing a field after that. Both ideas are subject of RT 3.8 only, as I said we can only back port a patch from 3.8 to avoid confusion of users and admins. On 8/8/07, Ham MI-ID, Torsten Brumm wrote: > > > > Hi ruslan, > > Yes for a normal cf this is not critical, but together with a cf set to > mandatory this becomes critical, because the user is not able to create a > ticket via gui anymore for this queue :-( > > Torsten > > > -----Original Message----- > From: ruslan.zakirov at gmail.com > To: Ham MI-ID, Torsten Brumm > CC: rt-users at lists.bestpractical.com > > Sent: Wed Aug 08 16:13:33 2007 > Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug > > On 8/8/07, Ham MI-ID, Torsten Brumm wrote: > > Hi RT Users, Developers, > > > > i'm not 100% sure if this is a bug or if i'm again too dumb... > > > > For a Custom Field, I can grant the following Group Rights: > > > > SeeCustomField > > ModifyCustomField > > AdminCustomField > > > > >From my point of understanding, SeeCustomFields allows a user to see the > CF and it's content, but not to change it? > right > > > > > ModifyCustomFields grant him the right to change the Content of the CF > and AdminCF grants him the right to change this CF, is this correct so far? > AdminCF allow user to admin a CF, add new possible values, change type... > ModifyCF allow user to modify value(s) of a CF on tickets or objects > this particular CF applies to. > > > > > If the point above is correct, then if a user that only have the rights > SeeCustomField should only be able to see this field and content, but should > not be able to change the content? > right. > > > > > OK, now my problem and why I'm thinking that's a bug... > > > > If a user creates a ticket in a queue with a custom field assigned and he > has only the right SeeCustomField at this CF, he should see the field but > should not be able to enter something there?!? But he is...!...is this the > correct way of handling the ACL or do I something wrong? > Yeah, there is a small bug on create. User see fields he can see even > if he can't modify them, but as far as I know user gets 'permission > denied' after creation for fields he can't modify. > > In 3.7 development branch we don't show fields user can't modify on > the create ticket page anymore. I think we can backport that fix. > > > > > Its under RT 3.6.4 and I have double checked the rights, the global > rights, group rights and user rights... > > > > Any Ideas or hints or understand I the rights Setup for CF totally > wrong??? > > -- > > Thanks in advance > > .... > > : Torsten Brumm > > : > > : Kuehne + Nagel > > : HAM - MI-ID > > : > > : Bauerbergweg 23-25 > > : 22111 Hamburg > > : > > : +49 (40) 30333 3199 > > : +49 (40) 30333 44 3199 > > : > > : torsten.brumm at kuehne-nagel.com > > : www.kn-portal.com > > : icq: 78258840 > > .... > > > > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, > Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, > Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: > DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: > Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: > Klaus-Michael K?hne > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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. > > > -- Best regards, Ruslan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From boris.lytochkin at e-port.ru Wed Aug 8 12:26:18 2007 From: boris.lytochkin at e-port.ru (Boris Lytochkin) Date: Wed, 8 Aug 2007 20:26:18 +0400 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <8F3D4877-D706-44B0-85D9-6EB4991A22F6@bestpractical.com> References: <91179600.20070807173108@e-port.ru> <46B8A703.8010004@ucrwcu.rwc.uc.edu> <11510307175.20070808131722@e-port.ru> <868041414.20070808184734@e-port.ru> <8F3D4877-D706-44B0-85D9-6EB4991A22F6@bestpractical.com> Message-ID: <402084958.20070808202618@e-port.ru> Wednesday, August 8, 2007, 7:45:08 PM, you wrote: > I think I was envisioning "ondisk" as a new encoding meaning "the > content is the path to the attachment's content on disk (presumably > named as a sha1 sum of its content) and not a prefox to the existing > encodings. There's not much sense in storing stuff on disk in > something other than raw binary format. It's better to use my variant of attachment naming: 1) Attachment.Content = NULL, this saves disk space. 2) TransactionId.AttachmentId naming is familiar with download links in Web interface. So, your idea is to move selection of storage to RT::Record::_EncodeLOB, where encoding format is selected. But this function is used by ObjectCustomFieldValue_Overlay.pm, that will be confused when it get 'ondisk'. So, ContentEncoding seems to be not very good field to store 'ondisk' flag since 'ondisk' means storage scheme, not encoding. Mixing it will produce awkward result. -- Best regards, Boris Lytochkin mailto:boris.lytochkin at e-port.ru From KFCrocker at lbl.gov Wed Aug 8 12:55:27 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 08 Aug 2007 09:55:27 -0700 Subject: [rt-users] Sorting on custom fields: still broken? In-Reply-To: <81F8DFD002DFF14697B4F5FE420FEB6808F9E0CC@OLINEXVS01.olin.edu> References: <81F8DFD002DFF14697B4F5FE420FEB6808F9E0CC@OLINEXVS01.olin.edu> Message-ID: <46B9F57F.6030806@lbl.gov> Tim, We are testing 3.6.4 and have NOT been able to get the sort by a custom field (let alone MORE than 1) to work. We have not heard of an expected fix date either. Kenn LBNL Timothy Smith wrote: > My client is running a customized RT 3.6.1 and they're unable to sort > searches by a custom field. I went poking around the list archives in > June and found that people using the then-current version of RT were > reporting the same woes. I noticed that a fancy new RT has come along > but didn't notice any comments to the list or in the changelog that > seemed to directly address this behavior. > > Can anyone comment on whether sorting search results by a custom field > is working in the current version of RT? > > Thanks. > Tim Smith > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Wed Aug 8 13:02:49 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 8 Aug 2007 13:02:49 -0400 Subject: [rt-users] Sorting on custom fields: still broken? In-Reply-To: <46B9F57F.6030806@lbl.gov> References: <81F8DFD002DFF14697B4F5FE420FEB6808F9E0CC@OLINEXVS01.olin.edu> <46B9F57F.6030806@lbl.gov> Message-ID: <8BF07882-E75E-4380-81AE-F47C7858D790@bestpractical.com> Kenn, On Aug 8, 2007, at 12:55 PM, Kenneth Crocker wrote: > We have not heard of an expected fix date either. We don't generally promise fixes for things to non-customers. (Verified security issues are, of course, an exception.) It's one of the few things we actually charge money for ;). But if you can put together a failing test and a patch, I'd love to see it. Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From ruz at bestpractical.com Wed Aug 8 14:28:52 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 8 Aug 2007 22:28:52 +0400 Subject: [rt-users] Custom Fields and Rights Question / maybe a bug In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394485664@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394485664@w3hamboex11.ger.win.int.kn> Message-ID: <589c94400708081128w65dedc95v35db4acfff2c43c4@mail.gmail.com> On 8/8/07, Ham MI-ID, Torsten Brumm wrote: > > > > Hmmmm, an new right would not fix the core of the problem....i think this > not only occurs on create, this can also hapen at resolve time. What exactly can happen? > > From the workflow point of view we have the situation that a user creates a > ticket with only limited rights, later groups working at the same ticket > have more rights and have to set this cf, later groups only need to see what > happens with this ticket and resolve this... Ok, if user who creates a ticket has no right to set/modify a CF and some privileged user should set it later, then why this CF is mandatory? I think it shouldn't be. > > I think to bypass the mandatory check and only display the cf if needed but > with no chance to ut something should be a cleaner solution?!? "ut" == "put"? What should we show? Disabled input/select box? User can not set a field then why should we confuse him by showing it? > > Torsten > > -----Original Message----- > From: ruslan.zakirov at gmail.com > To: Ham MI-ID, Torsten Brumm > CC: rt-users at lists.bestpractical.com > > Sent: Wed Aug 08 18:02:08 2007 > Subject: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug > > If a CF is mandatory then all users who can create tickets in queues > CF applies to must have 'ModifyCustomField' right. I think this way. > Do you have another ideas? At least as I understand this the way it > work now. > > I was thinking about while fixing bug in 3.7 and came to two ideas: > 1) Mandatory CFs must have default value. So when people couldn't set > a CF then we apply default and the fact that the CF is mandatory > doesn't prevent creation. > 2) We can add new 'SetCustomFieldOnCreate' right which can be useful > in many workflows and also admins would be able to allow users to > create tickets with mandatory fields, but deny changing a field after > that. > > Both ideas are subject of RT 3.8 only, as I said we can only back port > a patch from 3.8 to avoid confusion of users and admins. > > On 8/8/07, Ham MI-ID, Torsten Brumm wrote: > > > > > > > > Hi ruslan, > > > > Yes for a normal cf this is not critical, but together with a cf set to > > mandatory this becomes critical, because the user is not able to create a > > ticket via gui anymore for this queue :-( > > > > Torsten > > > > > > -----Original Message----- > > From: ruslan.zakirov at gmail.com > > To: Ham MI-ID, Torsten Brumm > > CC: rt-users at lists.bestpractical.com > > > > Sent: Wed Aug 08 16:13:33 2007 > > Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug > > > > On 8/8/07, Ham MI-ID, Torsten Brumm > wrote: > > > Hi RT Users, Developers, > > > > > > i'm not 100% sure if this is a bug or if i'm again too dumb... > > > > > > For a Custom Field, I can grant the following Group Rights: > > > > > > SeeCustomField > > > ModifyCustomField > > > AdminCustomField > > > > > > >From my point of understanding, SeeCustomFields allows a user to see > the > > CF and it's content, but not to change it? > > right > > > > > > > > ModifyCustomFields grant him the right to change the Content of the CF > > and AdminCF grants him the right to change this CF, is this correct so > far? > > AdminCF allow user to admin a CF, add new possible values, change > type... > > ModifyCF allow user to modify value(s) of a CF on tickets or objects > > this particular CF applies to. > > > > > > > > If the point above is correct, then if a user that only have the > rights > > SeeCustomField should only be able to see this field and content, but > should > > not be able to change the content? > > right. > > > > > > > > OK, now my problem and why I'm thinking that's a bug... > > > > > > If a user creates a ticket in a queue with a custom field assigned and > he > > has only the right SeeCustomField at this CF, he should see the field but > > should not be able to enter something there?!? But he is...!...is this > the > > correct way of handling the ACL or do I something wrong? > > Yeah, there is a small bug on create. User see fields he can see even > > if he can't modify them, but as far as I know user gets 'permission > > denied' after creation for fields he can't modify. > > > > In 3.7 development branch we don't show fields user can't modify on > > the create ticket page anymore. I think we can backport that fix. > > > > > > > > Its under RT 3.6.4 and I have double checked the rights, the global > > rights, group rights and user rights... > > > > > > Any Ideas or hints or understand I the rights Setup for CF totally > > wrong??? > > > -- > > > Thanks in advance > > > .... > > > : Torsten Brumm > > > : > > > : Kuehne + Nagel > > > : HAM - MI-ID > > > : > > > : Bauerbergweg 23-25 > > > : 22111 Hamburg > > > : > > > : +49 (40) 30333 3199 > > > : +49 (40) 30333 44 3199 > > > : > > > : torsten.brumm at kuehne-nagel.com > > > : www.kn-portal.com > > > : icq: 78258840 > > > .... > > > > > > > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > > (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno > Mang, > > Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, > > Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, > USt-IdNr.: > > DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: > > Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: > > Klaus-Michael K?hne > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: 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. > > > > > > > > > -- > Best regards, Ruslan. > > > -- Best regards, Ruslan. From jmoseley at corp.xanadoo.com Wed Aug 8 14:31:21 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 8 Aug 2007 13:31:21 -0500 Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install In-Reply-To: Message-ID: Obviously, RT is installed in /usr/local/lib/rt3. To make custom changes to your logo without changing the default Logo file, put the customized Logo file in /usr/local/lib/rt3/local/htmlElements/Logo. Next, dump the $LocalPath setting in RT_SiteConfig.pm - it's not needed. BTW, what is the path to your RT_SiteConfig.pm file? And what's in /usr/share/rt3? Is this simply a symbolic link to /usr/local/lib/rt3? James Moseley Luke E Morgan To James Moseley 08/08/2007 10:26 AM cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install It appears to be almost fixed now. The system configuration on the web interface has this line : RT::LocalPath /usr/local/lib/rt3 so I created /usr/local/lib/rt3/html/Elements/Logo and made that use the local logo that I wanted. Cleared the mason cache, restarted Apache and it worked !! I tried altering that variable in RT_SiteConfig.pm using this line, and it doesn't seem to have any effect .... Set( $LocalPath, '/usr/share/rt3/local/'); For the time being, I am happy to have the ability to create my own local config, but is there a particular reason why RT might be ignoring my SiteConfig of the LocalPath variable ? Thank you all for your help. (Embedded image moved to file: pic18467.gif)Inactive hide details for Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum installRe: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install (Embedded (Embedded image moved to file: pic26500.gif) image moved to file: Re: [rt-users] Trying to change the logo. Fedora Core 7, pic06334. RT3.6.3 yum install gif) (Embedded image moved to file: pic19169.gif) James Moseley (Embedded image moved to file: pic15724.gif) to: (Embedded image moved to file: pic11478.gif) Luke E Morgan, rt-users (Embedded image moved to file: pic29358.gif) 08/08/2007 15:44 Luke, just realized my response below was not sent to the list yesterday. Reading your recent post, I just noticed something from your original post yesterday: > It has been installed into > /usr/share/rt3 > I've created /usr/local/rt3/html/Elements/ > and copied the Logo file into that directory. I am not familiar with the FC7 yum package of RT, but if the RT is installed in /usr/share/rt3, why did you create your 'local' directory in /usr/local? You should have copied the Logo file to: /usr/share/rt3/local/html/Elements (if you install from source, you have to create the Elements directory). Unless there is something odd about the FC7 package, you currently have put your Logo file in a directory (/usr/local/x.x.x) that will never be read by RT. Perhaps you simply made a typo in your post? James Moseley James Moseley/BTV/PEGAS US To Luke E Morgan 08/07/2007 08:35 AM cc Subject Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install(Document link: James Moseley) I know this is covered somewhere in the documentation, cause I had to figure this out at one point myself. The method you are using below is for versions prior to 3.6.x. For 3.6.x versions, to change the logo you need put customized changes in the local directory. So, in your case, you'd need to create /usr/local/rt3/local/html/Elements/ - then copy in the Logo file, edit, delete the whole mason cache (looks like you are only deleting parts of it?), and restart apache. If that doesn't work, try getting rid of the Logo syntax in RT_SiteConfig.pm and manually putting that stuff in the Logo file. For example: <%loc(")%>"width="92" height="50"> In order for the following to work, you'd need to define RT::WebImagesURL in your RT_SiteConfig.pm: Set($WebPath , "/rt"); Set($WebBaseURL , "https://"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); James Moseley Luke E Morgan To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum 08/07/2007 04:20 install AM I'm sure I'm just missing something simple, but I cannot seem to change the BP logo on my install of RT 3.6.3 on Fedora Core 7. I've installed RT using yum (lazy I know, but it works apart from this issue). It has been installed into /usr/share/rt3 I've created /usr/local/rt3/html/Elements/ and copied the Logo file into that directory. I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images It is a 92x50pixels jpeg. Following suggestions from the wiki and the mailing list archives, I put this line into the Logo file : Intranet I have modified by RT_SiteConfig.pm file. If I log into the web interface, under tools, choose system configuration, the following variables are set : RT::LogoLinkURL http://192.168.66.1 RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg RT::LogoWidth 92 RT::LogoHeight 50 RT::MasonDataDir /var/cache/rt3/mason_data I've tried stopping the webserver, deleting Logo.obj from /var/cache/rt3/mason_data/obj/3989424063/standard When I restart apache, and refresh the RT page, Logo.obj is recreated with the best practical logo in it. Where am I going wrong ? Can anyone point me in the right direction please ? Thanks in advance Luke This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ(Embedded image moved to file: pic26962.gif) -------------- next part -------------- A non-text attachment was scrubbed... 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Name: pic29358.gif Type: image/gif Size: 45 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: pic26962.gif Type: image/gif Size: 1255 bytes Desc: not available URL: From forrestarthur at gmail.com Wed Aug 8 14:41:26 2007 From: forrestarthur at gmail.com (Forrest Blount) Date: Wed, 8 Aug 2007 14:41:26 -0400 Subject: [rt-users] Custom Fields and Rights Question / maybe a bug In-Reply-To: <589c94400708081128w65dedc95v35db4acfff2c43c4@mail.gmail.com> References: <16426EA38D57E74CB1DE5A6AE1DB0394485664@w3hamboex11.ger.win.int.kn> <589c94400708081128w65dedc95v35db4acfff2c43c4@mail.gmail.com> Message-ID: Regarding what makes a field "mandatory": What I'd love to see (and what I initially assumed the "mandatory" option provided) was for fields to be required before a ticket could be resolved. We have yet to implement the mandatory feature on any queues here because, for the vast majority of the time, the fields we'd love to require don't contain information we have when the request is made, but rather pertain to the steps/process we go through to resolve a ticket. It would be great if, in future versions, you could specify mandatory for ticket creation and mandatory for ticket resolution. Forrest On 8/8/07, Ruslan Zakirov wrote: > > On 8/8/07, Ham MI-ID, Torsten Brumm > wrote: > > > > > > > > Hmmmm, an new right would not fix the core of the problem....i think > this > > not only occurs on create, this can also hapen at resolve time. > What exactly can happen? > > > > > From the workflow point of view we have the situation that a user > creates a > > ticket with only limited rights, later groups working at the same ticket > > have more rights and have to set this cf, later groups only need to see > what > > happens with this ticket and resolve this... > Ok, if user who creates a ticket has no right to set/modify a CF and > some privileged user should set it later, then why this CF is > mandatory? I think it shouldn't be. > > > > > I think to bypass the mandatory check and only display the cf if needed > but > > with no chance to ut something should be a cleaner solution?!? > "ut" == "put"? > > What should we show? Disabled input/select box? User can not set a > field then why should we confuse him by showing it? > > > > > Torsten > > > > -----Original Message----- > > From: ruslan.zakirov at gmail.com > > To: Ham MI-ID, Torsten Brumm > > CC: rt-users at lists.bestpractical.com > > > > Sent: Wed Aug 08 18:02:08 2007 > > Subject: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a > bug > > > > If a CF is mandatory then all users who can create tickets in queues > > CF applies to must have 'ModifyCustomField' right. I think this way. > > Do you have another ideas? At least as I understand this the way it > > work now. > > > > I was thinking about while fixing bug in 3.7 and came to two ideas: > > 1) Mandatory CFs must have default value. So when people couldn't set > > a CF then we apply default and the fact that the CF is mandatory > > doesn't prevent creation. > > 2) We can add new 'SetCustomFieldOnCreate' right which can be useful > > in many workflows and also admins would be able to allow users to > > create tickets with mandatory fields, but deny changing a field after > > that. > > > > Both ideas are subject of RT 3.8 only, as I said we can only back port > > a patch from 3.8 to avoid confusion of users and admins. > > > > On 8/8/07, Ham MI-ID, Torsten Brumm > wrote: > > > > > > > > > > > > Hi ruslan, > > > > > > Yes for a normal cf this is not critical, but together with a cf set > to > > > mandatory this becomes critical, because the user is not able to > create a > > > ticket via gui anymore for this queue :-( > > > > > > Torsten > > > > > > > > > -----Original Message----- > > > From: ruslan.zakirov at gmail.com > > > To: Ham MI-ID, Torsten Brumm > > > CC: rt-users at lists.bestpractical.com > > > > > > Sent: Wed Aug 08 16:13:33 2007 > > > Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a > bug > > > > > > On 8/8/07, Ham MI-ID, Torsten Brumm > > wrote: > > > > Hi RT Users, Developers, > > > > > > > > i'm not 100% sure if this is a bug or if i'm again too dumb... > > > > > > > > For a Custom Field, I can grant the following Group Rights: > > > > > > > > SeeCustomField > > > > ModifyCustomField > > > > AdminCustomField > > > > > > > > >From my point of understanding, SeeCustomFields allows a user to > see > > the > > > CF and it's content, but not to change it? > > > right > > > > > > > > > > > ModifyCustomFields grant him the right to change the Content of > the CF > > > and AdminCF grants him the right to change this CF, is this correct > so > > far? > > > AdminCF allow user to admin a CF, add new possible values, change > > type... > > > ModifyCF allow user to modify value(s) of a CF on tickets or objects > > > this particular CF applies to. > > > > > > > > > > > If the point above is correct, then if a user that only have the > > rights > > > SeeCustomField should only be able to see this field and content, but > > should > > > not be able to change the content? > > > right. > > > > > > > > > > > OK, now my problem and why I'm thinking that's a bug... > > > > > > > > If a user creates a ticket in a queue with a custom field assigned > and > > he > > > has only the right SeeCustomField at this CF, he should see the field > but > > > should not be able to enter something there?!? But he is...!...is > this > > the > > > correct way of handling the ACL or do I something wrong? > > > Yeah, there is a small bug on create. User see fields he can see > even > > > if he can't modify them, but as far as I know user gets 'permission > > > denied' after creation for fields he can't modify. > > > > > > In 3.7 development branch we don't show fields user can't modify on > > > the create ticket page anymore. I think we can backport that fix. > > > > > > > > > > > Its under RT 3.6.4 and I have double checked the rights, the > global > > > rights, group rights and user rights... > > > > > > > > Any Ideas or hints or understand I the rights Setup for CF totally > > > wrong??? > > > > -- > > > > Thanks in advance > > > > .... > > > > : Torsten Brumm > > > > : > > > > : Kuehne + Nagel > > > > : HAM - MI-ID > > > > : > > > > : Bauerbergweg 23-25 > > > > : 22111 Hamburg > > > > : > > > > : +49 (40) 30333 3199 > > > > : +49 (40) 30333 44 3199 > > > > : > > > > : torsten.brumm at kuehne-nagel.com > > > > : www.kn-portal.com > > > > : icq: 78258840 > > > > .... > > > > > > > > > > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg > Brinkmann > > > (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno > > Mang, > > > Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim > Scharwath, > > > Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, > > USt-IdNr.: > > > DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., > Sitz: > > > Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: > > > Klaus-Michael K?hne > > > > _______________________________________________ > > > > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: 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. > > > > > > > > > > > > > > > -- > > Best regards, Ruslan. > > > > > > > > > -- > Best regards, Ruslan. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Wed Aug 8 15:03:27 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 8 Aug 2007 21:03:27 +0200 Subject: AW: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug In-Reply-To: <589c94400708081128w65dedc95v35db4acfff2c43c4@mail.gmail.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039482208E@w3hamboex11.ger.win.int.kn> On 8/8/07, Ham MI-ID, Torsten Brumm wrote: > > > > Hmmmm, an new right would not fix the core of the problem....i think this >> not only occurs on create, this can also hapen at resolve time. >What exactly can happen? What happens? I think, from my scenario the last user in the list, the one who should close the ticket can't do this...he can see the CF but has no right to change it, this is ok, the groups in front of this user should do this, .... and yes, you are right if it is mandatory, they have to... >> >> From the workflow point of view we have the situation that a user creates a >> ticket with only limited rights, later groups working at the same ticket >> have more rights and have to set this cf, later groups only need to see what >> happens with this ticket and resolve this... >Ok, if user who creates a ticket has no right to set/modify a CF and >some privileged user should set it later, then why this CF is >mandatory? I think it shouldn't be. >> >> I think to bypass the mandatory check and only display the cf if needed but >> with no chance to ut something should be a cleaner solution?!? >"ut" == "put"? Yes ut = put...typo at my Blackberry >What should we show? Disabled input/select box? User can not set a >field then why should we confuse him by showing it? Hmm good question if I think in deep, then, if a user has no right to change the field, it will be better to NOT DISPLAY it for the Create Ticket Time.. Torsten > > Torsten > > -----Original Message----- > From: ruslan.zakirov at gmail.com > To: Ham MI-ID, Torsten Brumm > CC: rt-users at lists.bestpractical.com > > Sent: Wed Aug 08 18:02:08 2007 > Subject: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug > > If a CF is mandatory then all users who can create tickets in queues > CF applies to must have 'ModifyCustomField' right. I think this way. > Do you have another ideas? At least as I understand this the way it > work now. > > I was thinking about while fixing bug in 3.7 and came to two ideas: > 1) Mandatory CFs must have default value. So when people couldn't set > a CF then we apply default and the fact that the CF is mandatory > doesn't prevent creation. > 2) We can add new 'SetCustomFieldOnCreate' right which can be useful > in many workflows and also admins would be able to allow users to > create tickets with mandatory fields, but deny changing a field after > that. > > Both ideas are subject of RT 3.8 only, as I said we can only back port > a patch from 3.8 to avoid confusion of users and admins. > > On 8/8/07, Ham MI-ID, Torsten Brumm wrote: > > > > > > > > Hi ruslan, > > > > Yes for a normal cf this is not critical, but together with a cf set to > > mandatory this becomes critical, because the user is not able to create a > > ticket via gui anymore for this queue :-( > > > > Torsten > > > > > > -----Original Message----- > > From: ruslan.zakirov at gmail.com > > To: Ham MI-ID, Torsten Brumm > > CC: rt-users at lists.bestpractical.com > > > > Sent: Wed Aug 08 16:13:33 2007 > > Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug > > > > On 8/8/07, Ham MI-ID, Torsten Brumm > wrote: > > > Hi RT Users, Developers, > > > > > > i'm not 100% sure if this is a bug or if i'm again too dumb... > > > > > > For a Custom Field, I can grant the following Group Rights: > > > > > > SeeCustomField > > > ModifyCustomField > > > AdminCustomField > > > > > > >From my point of understanding, SeeCustomFields allows a user to see > the > > CF and it's content, but not to change it? > > right > > > > > > > > ModifyCustomFields grant him the right to change the Content of the CF > > and AdminCF grants him the right to change this CF, is this correct so > far? > > AdminCF allow user to admin a CF, add new possible values, change > type... > > ModifyCF allow user to modify value(s) of a CF on tickets or objects > > this particular CF applies to. > > > > > > > > If the point above is correct, then if a user that only have the > rights > > SeeCustomField should only be able to see this field and content, but > should > > not be able to change the content? > > right. > > > > > > > > OK, now my problem and why I'm thinking that's a bug... > > > > > > If a user creates a ticket in a queue with a custom field assigned and > he > > has only the right SeeCustomField at this CF, he should see the field but > > should not be able to enter something there?!? But he is...!...is this > the > > correct way of handling the ACL or do I something wrong? > > Yeah, there is a small bug on create. User see fields he can see even > > if he can't modify them, but as far as I know user gets 'permission > > denied' after creation for fields he can't modify. > > > > In 3.7 development branch we don't show fields user can't modify on > > the create ticket page anymore. I think we can backport that fix. > > > > > > > > Its under RT 3.6.4 and I have double checked the rights, the global > > rights, group rights and user rights... > > > > > > Any Ideas or hints or understand I the rights Setup for CF totally > > wrong??? > > > -- > > > Thanks in advance > > > .... > > > : Torsten Brumm > > > : > > > : Kuehne + Nagel > > > : HAM - MI-ID > > > : > > > : Bauerbergweg 23-25 > > > : 22111 Hamburg > > > : > > > : +49 (40) 30333 3199 > > > : +49 (40) 30333 44 3199 > > > : > > > : torsten.brumm at kuehne-nagel.com > > > : www.kn-portal.com > > > : icq: 78258840 > > > .... > > > > > > > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > > (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno > Mang, > > Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, > > Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, > USt-IdNr.: > > DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: > > Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: > > Klaus-Michael K?hne > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: 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. > > > > > > > > > -- > Best regards, Ruslan. > > > -- Best regards, Ruslan. From KFCrocker at lbl.gov Wed Aug 8 15:20:43 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 08 Aug 2007 12:20:43 -0700 Subject: [rt-users] Custom Fields and Rights Question / maybe a bug In-Reply-To: <589c94400708081128w65dedc95v35db4acfff2c43c4@mail.gmail.com> References: <16426EA38D57E74CB1DE5A6AE1DB0394485664@w3hamboex11.ger.win.int.kn> <589c94400708081128w65dedc95v35db4acfff2c43c4@mail.gmail.com> Message-ID: <46BA178B.1090207@lbl.gov> To all, I can think of many situations where I could have a business group watching the progress (workflow status, etc.) of a ticket that is set/modified using a custom field. They need to see it because they are affected, but I do not want them to change it. Kenn LBNL Ruslan Zakirov wrote: > On 8/8/07, Ham MI-ID, Torsten Brumm wrote: >> >> >> Hmmmm, an new right would not fix the core of the problem....i think this >> not only occurs on create, this can also hapen at resolve time. > What exactly can happen? > >> From the workflow point of view we have the situation that a user creates a >> ticket with only limited rights, later groups working at the same ticket >> have more rights and have to set this cf, later groups only need to see what >> happens with this ticket and resolve this... > Ok, if user who creates a ticket has no right to set/modify a CF and > some privileged user should set it later, then why this CF is > mandatory? I think it shouldn't be. > >> I think to bypass the mandatory check and only display the cf if needed but >> with no chance to ut something should be a cleaner solution?!? > "ut" == "put"? > > What should we show? Disabled input/select box? User can not set a > field then why should we confuse him by showing it? > >> Torsten >> >> -----Original Message----- >> From: ruslan.zakirov at gmail.com >> To: Ham MI-ID, Torsten Brumm >> CC: rt-users at lists.bestpractical.com >> >> Sent: Wed Aug 08 18:02:08 2007 >> Subject: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug >> >> If a CF is mandatory then all users who can create tickets in queues >> CF applies to must have 'ModifyCustomField' right. I think this way. >> Do you have another ideas? At least as I understand this the way it >> work now. >> >> I was thinking about while fixing bug in 3.7 and came to two ideas: >> 1) Mandatory CFs must have default value. So when people couldn't set >> a CF then we apply default and the fact that the CF is mandatory >> doesn't prevent creation. >> 2) We can add new 'SetCustomFieldOnCreate' right which can be useful >> in many workflows and also admins would be able to allow users to >> create tickets with mandatory fields, but deny changing a field after >> that. >> >> Both ideas are subject of RT 3.8 only, as I said we can only back port >> a patch from 3.8 to avoid confusion of users and admins. >> >> On 8/8/07, Ham MI-ID, Torsten Brumm wrote: >> > >> > >> > >> > Hi ruslan, >> > >> > Yes for a normal cf this is not critical, but together with a cf set to >> > mandatory this becomes critical, because the user is not able to create a >> > ticket via gui anymore for this queue :-( >> > >> > Torsten >> > >> > >> > -----Original Message----- >> > From: ruslan.zakirov at gmail.com >> > To: Ham MI-ID, Torsten Brumm >> > CC: rt-users at lists.bestpractical.com >> > >> > Sent: Wed Aug 08 16:13:33 2007 >> > Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug >> > >> > On 8/8/07, Ham MI-ID, Torsten Brumm >> wrote: >> > > Hi RT Users, Developers, >> > > >> > > i'm not 100% sure if this is a bug or if i'm again too dumb... >> > > >> > > For a Custom Field, I can grant the following Group Rights: >> > > >> > > SeeCustomField >> > > ModifyCustomField >> > > AdminCustomField >> > > >> > > >From my point of understanding, SeeCustomFields allows a user to see >> the >> > CF and it's content, but not to change it? >> > right >> > >> > > >> > > ModifyCustomFields grant him the right to change the Content of the CF >> > and AdminCF grants him the right to change this CF, is this correct so >> far? >> > AdminCF allow user to admin a CF, add new possible values, change >> type... >> > ModifyCF allow user to modify value(s) of a CF on tickets or objects >> > this particular CF applies to. >> > >> > > >> > > If the point above is correct, then if a user that only have the >> rights >> > SeeCustomField should only be able to see this field and content, but >> should >> > not be able to change the content? >> > right. >> > >> > > >> > > OK, now my problem and why I'm thinking that's a bug... >> > > >> > > If a user creates a ticket in a queue with a custom field assigned and >> he >> > has only the right SeeCustomField at this CF, he should see the field but >> > should not be able to enter something there?!? But he is...!...is this >> the >> > correct way of handling the ACL or do I something wrong? >> > Yeah, there is a small bug on create. User see fields he can see even >> > if he can't modify them, but as far as I know user gets 'permission >> > denied' after creation for fields he can't modify. >> > >> > In 3.7 development branch we don't show fields user can't modify on >> > the create ticket page anymore. I think we can backport that fix. >> > >> > > >> > > Its under RT 3.6.4 and I have double checked the rights, the global >> > rights, group rights and user rights... >> > > >> > > Any Ideas or hints or understand I the rights Setup for CF totally >> > wrong??? >> > > -- >> > > Thanks in advance >> > > .... >> > > : Torsten Brumm >> > > : >> > > : Kuehne + Nagel >> > > : HAM - MI-ID >> > > : >> > > : Bauerbergweg 23-25 >> > > : 22111 Hamburg >> > > : >> > > : +49 (40) 30333 3199 >> > > : +49 (40) 30333 44 3199 >> > > : >> > > : torsten.brumm at kuehne-nagel.com >> > > : www.kn-portal.com >> > > : icq: 78258840 >> > > .... >> > > >> > > >> > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann >> > (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno >> Mang, >> > Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, >> > Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, >> USt-IdNr.: >> > DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: >> > Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: >> > Klaus-Michael K?hne >> > > _______________________________________________ >> > > >> > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > > >> > > Community help: http://wiki.bestpractical.com >> > > Commercial support: 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. >> > >> > >> > >> >> >> -- >> Best regards, Ruslan. >> >> >> > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Wed Aug 8 15:22:06 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 08 Aug 2007 12:22:06 -0700 Subject: [rt-users] Custom Fields and Rights Question / maybe a bug In-Reply-To: References: <16426EA38D57E74CB1DE5A6AE1DB0394485664@w3hamboex11.ger.win.int.kn> <589c94400708081128w65dedc95v35db4acfff2c43c4@mail.gmail.com> Message-ID: <46BA17DE.2000500@lbl.gov> To all, "It would be great if, in future versions, you could specify mandatory for ticket creation and mandatory for ticket resolution." Here Here! That is an excellent suggestion. Kenn LBNL Forrest Blount wrote: > Regarding what makes a field "mandatory": > > What I'd love to see (and what I initially assumed the "mandatory" > option provided) was for fields to be required before a ticket could be > resolved. > > We have yet to implement the mandatory feature on any queues here > because, for the vast majority of the time, the fields we'd love to > require don't contain information we have when the request is made, but > rather pertain to the steps/process we go through to resolve a ticket. > > It would be great if, in future versions, you could specify mandatory > for ticket creation and mandatory for ticket resolution. > > Forrest > > On 8/8/07, * Ruslan Zakirov* > wrote: > > On 8/8/07, Ham MI-ID, Torsten Brumm > wrote: > > > > > > > > Hmmmm, an new right would not fix the core of the problem....i > think this > > not only occurs on create, this can also hapen at resolve time. > What exactly can happen? > > > > > From the workflow point of view we have the situation that a > user creates a > > ticket with only limited rights, later groups working at the same > ticket > > have more rights and have to set this cf, later groups only need > to see what > > happens with this ticket and resolve this... > Ok, if user who creates a ticket has no right to set/modify a CF and > some privileged user should set it later, then why this CF is > mandatory? I think it shouldn't be. > > > > > I think to bypass the mandatory check and only display the cf if > needed but > > with no chance to ut something should be a cleaner solution?!? > "ut" == "put"? > > What should we show? Disabled input/select box? User can not set a > field then why should we confuse him by showing it? > > > > > Torsten > > > > -----Original Message----- > > From: ruslan.zakirov at gmail.com > > > > To: Ham MI-ID, Torsten Brumm > > CC: rt-users at lists.bestpractical.com > > > > > > Sent: Wed Aug 08 18:02:08 2007 > > Subject: Re: Re: [rt-users] Custom Fields and Rights Question / > maybe a bug > > > > If a CF is mandatory then all users who can create tickets in queues > > CF applies to must have 'ModifyCustomField' right. I think this way. > > Do you have another ideas? At least as I understand this the way it > > work now. > > > > I was thinking about while fixing bug in 3.7 and came to two ideas: > > 1) Mandatory CFs must have default value. So when people > couldn't set > > a CF then we apply default and the fact that the CF is mandatory > > doesn't prevent creation. > > 2) We can add new 'SetCustomFieldOnCreate' right which can be useful > > in many workflows and also admins would be able to allow users to > > create tickets with mandatory fields, but deny changing a field > after > > that. > > > > Both ideas are subject of RT 3.8 only, as I said we can only > back port > > a patch from 3.8 to avoid confusion of users and admins. > > > > On 8/8/07, Ham MI-ID, Torsten Brumm < > torsten.brumm at kuehne-nagel.com > > wrote: > > > > > > > > > > > > Hi ruslan, > > > > > > Yes for a normal cf this is not critical, but together with a > cf set to > > > mandatory this becomes critical, because the user is not able > to create a > > > ticket via gui anymore for this queue :-( > > > > > > Torsten > > > > > > > > > -----Original Message----- > > > From: ruslan.zakirov at gmail.com > > > > > To: Ham MI-ID, Torsten Brumm > > > CC: rt-users at lists.bestpractical.com > > > > > > > > Sent: Wed Aug 08 16:13:33 2007 > > > Subject: Re: [rt-users] Custom Fields and Rights Question / > maybe a bug > > > > > > On 8/8/07, Ham MI-ID, Torsten Brumm > > > > wrote: > > > > Hi RT Users, Developers, > > > > > > > > i'm not 100% sure if this is a bug or if i'm again too dumb... > > > > > > > > For a Custom Field, I can grant the following Group Rights: > > > > > > > > SeeCustomField > > > > ModifyCustomField > > > > AdminCustomField > > > > > > > > >From my point of understanding, SeeCustomFields allows a > user to see > > the > > > CF and it's content, but not to change it? > > > right > > > > > > > > > > > ModifyCustomFields grant him the right to change the > Content of the CF > > > and AdminCF grants him the right to change this CF, is this > correct so > > far? > > > AdminCF allow user to admin a CF, add new possible values, change > > type... > > > ModifyCF allow user to modify value(s) of a CF on tickets or > objects > > > this particular CF applies to. > > > > > > > > > > > If the point above is correct, then if a user that only > have the > > rights > > > SeeCustomField should only be able to see this field and > content, but > > should > > > not be able to change the content? > > > right. > > > > > > > > > > > OK, now my problem and why I'm thinking that's a bug... > > > > > > > > If a user creates a ticket in a queue with a custom field > assigned and > > he > > > has only the right SeeCustomField at this CF, he should see > the field but > > > should not be able to enter something there?!? But he > is...!...is this > > the > > > correct way of handling the ACL or do I something wrong? > > > Yeah, there is a small bug on create. User see fields he can > see even > > > if he can't modify them, but as far as I know user gets > 'permission > > > denied' after creation for fields he can't modify. > > > > > > In 3.7 development branch we don't show fields user can't > modify on > > > the create ticket page anymore. I think we can backport that > fix. > > > > > > > > > > > Its under RT 3.6.4 and I have double checked the rights, > the global > > > rights, group rights and user rights... > > > > > > > > Any Ideas or hints or understand I the rights Setup for CF > totally > > > wrong??? > > > > -- > > > > Thanks in advance > > > > .... > > > > : Torsten Brumm > > > > : > > > > : Kuehne + Nagel > > > > : HAM - MI-ID > > > > : > > > > : Bauerbergweg 23-25 > > > > : 22111 Hamburg > > > > : > > > > : +49 (40) 30333 3199 > > > > : +49 (40) 30333 44 3199 > > > > : > > > > : torsten.brumm at kuehne-nagel.com > > > > > : www.kn-portal.com > > > > : icq: 78258840 > > > > .... > > > > > > > > > > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg > Brinkmann > > > (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), > Bruno > > Mang, > > > Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim > Scharwath, > > > Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, > > USt-IdNr.: > > > DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel > A.G., Sitz: > > > Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: > > > Klaus-Michael K?hne > > > > _______________________________________________ > > > > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: 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. > > > > > > > > > > > > > > > -- > > Best regards, Ruslan. > > > > > > > > > -- > Best regards, Ruslan. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Wed Aug 8 15:23:49 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Wed, 8 Aug 2007 21:23:49 +0200 Subject: AW: [rt-users] Another rights question In-Reply-To: <46B9D40F.2080101@osp-dd.de> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039482208F@w3hamboex11.ger.win.int.kn> To the Rights Question....i'm really missing a right like UnOwnTicket...!!! -- Thanks in advance .... : Torsten Brumm : : Kuehne + Nagel : HAM - MI-ID : : Bauerbergweg 23-25 : 22111 Hamburg : : +49 (40) 30333 3199 : +49 (40) 30333 44 3199 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Benjamin Weser Gesendet: Mittwoch, 8. August 2007 16:33 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Another rights question Hi everybody, just saw the request of Torsten and Ruslan's answer to it. I have a similar situation (bug??) here: A user with the rights CreateTicket ReplyTicket SeeQueue ShowTicket Watch can create a ticket but also set Status and the Owner while creating the ticket. In the mail list I've found a solution to automatically assign a ticket to somebody while creating it. If this would overwrite the described behavior it would be ok for me. But shouldn't have the user no rights at all to set the values Owner and Status? If a really stupid user decides to choose "Resolved", nobody will bother about the ticket. Will this be fixed in the next version too? Regarding to Ruslans answer those fields won't be visible at all in the next version. Is that right? Maybe I will sit here and wait for so long then ;) Ben _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 Aug 8 15:40:23 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 08 Aug 2007 15:40:23 -0400 Subject: [rt-users] I forgot how to do this Message-ID: <46BA1C27.5060104@yahoo.com> I need to get a list of all of the values for one particular custom field. I had a script which did this after about a week or two of banging my head against my desk. However, I no longer have this script and am left banging my head again as I've forgotten how to gather this list up. I've tried using CustomFieldValue, CustomFieldValues, CustomField and CustomFields. I can't for the life of me figure out how to do this. Can someone point me in the right direction? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From jmoseley at corp.xanadoo.com Wed Aug 8 16:16:54 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 8 Aug 2007 15:16:54 -0500 Subject: [rt-users] I forgot how to do this In-Reply-To: <46BA1C27.5060104@yahoo.com> Message-ID: I am sure you can do this by using a single mysql command, but... To get the numeric id of the custom field: mysql> select id from CustomFields where Name=''; Grab the id, then: mysql> select * from CustomFieldValues where CustomField=''; James Moseley Mathew Snyder To Sent by: RT Users rt-users-bounces@ lists.bestpractic cc al.com Subject [rt-users] I forgot how to do this 08/08/2007 02:40 PM I need to get a list of all of the values for one particular custom field. I had a script which did this after about a week or two of banging my head against my desk. However, I no longer have this script and am left banging my head again as I've forgotten how to gather this list up. I've tried using CustomFieldValue, CustomFieldValues, CustomField and CustomFields. I can't for the life of me figure out how to do this. Can someone point me in the right direction? -- Keep up with me and what I'm up to: http://theillien.blogspot.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 forrestarthur at gmail.com Wed Aug 8 16:24:01 2007 From: forrestarthur at gmail.com (Forrest Blount) Date: Wed, 8 Aug 2007 16:24:01 -0400 Subject: [rt-users] I forgot how to do this In-Reply-To: References: <46BA1C27.5060104@yahoo.com> Message-ID: Why do you need a query to do this? Can't you just look at Configuration-> CustomFields->YourCustomField and view its current value options? If you need to do a SQL query, use: SELECT DISTINCT CustomFieldValues.Name FROM CustomFieldValues JOIN CustomFields ON CustomFields.id=CustomFieldValues.CustomField WHERE CustomField.Name='YourCustomField' AND CustomFieldValues.Disabled=0; If you want ALL customfieldvalues for the field (and not just the current ones) get rid of the Disabled specification. Forrest On 8/8/07, James Moseley wrote: > > I am sure you can do this by using a single mysql command, but... > > To get the numeric id of the custom field: > > mysql> select id from CustomFields where Name=''; > > Grab the id, then: > > mysql> select * from CustomFieldValues where CustomField=''; > > James Moseley > > > > > > Mathew Snyder > com> To > Sent by: RT Users > rt-users-bounces@ > lists.bestpractic cc > al.com > Subject > [rt-users] I forgot how to do this > 08/08/2007 02:40 > PM > > > > > > > > > I need to get a list of all of the values for one particular custom field. > I > had a script which did this after about a week or two of banging my head > against > my desk. However, I no longer have this script and am left banging my > head > again as I've forgotten how to gather this list up. > > I've tried using CustomFieldValue, CustomFieldValues, CustomField and > CustomFields. I can't for the life of me figure out how to do this. Can > someone point me in the right direction? > > -- > Keep up with me and what I'm up to: http://theillien.blogspot.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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From kae at midnighthax.com Wed Aug 8 16:32:48 2007 From: kae at midnighthax.com (Keith Edmunds) Date: Wed, 8 Aug 2007 21:32:48 +0100 Subject: [rt-users] Search old tickets from within scrip In-Reply-To: <589c94400708071626g37f3c1a9lfa020c0bed3ae93d@mail.gmail.com> References: <20070807225914.4507cb18@ws.rg2.tiger-computing.com> <589c94400708071626g37f3c1a9lfa020c0bed3ae93d@mail.gmail.com> Message-ID: <20070808213248.44f3be7b@ws.rg2.tiger-computing.com> On Wed, 8 Aug 2007 03:26:21 +0400, ruz at bestpractical.com said: > I can suggest you another way with two scrips: > 1) Update Company field of requestors when an user update customer > custom field That's a smart idea, but how does one access the requestor's company field (presumably "Organization") from within a scrip? Sorry, my Perl is not very good so a quick pointer would be appreciated. Thanks, Keith From garyo at genarts.com Wed Aug 8 16:50:22 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Wed, 08 Aug 2007 16:50:22 -0400 Subject: [rt-users] Query to find open tkts where customer hasn't been replied to Message-ID: <46BA2C8E.2000908@genarts.com> I'd like to make a query to find all open tickets where the customer's been waiting for a reply for longer than N hours. It looks to me like Told is the last time the customer was replied to, and LastUpdated is the last time anything happened in the ticket. So I tried this, in the Edit Query view: Queue = 'support' AND Status = 'open' AND Told + 1 < LastUpdated but when I apply the changes, RT says "Error near ->LastUpdated<- expecting a VALUE in ' Queue = 'support' AND Status = 'open' AND Told > LastUpdated' I'm lost" which is cute, but doesn't help me make my query. How can I do this? It's pretty straightforward SQL, but I'm not sure how to make a straight SQL query from the interface. Is there a mode where I can mark a query as "just submit it to the database as a WHERE clause, don't try to interpret it"? Or is there a better way to do what I'm looking for? thx, -- Gary From sebsua at gmail.com Wed Aug 8 16:57:10 2007 From: sebsua at gmail.com (sebsua at gmail.com) Date: Wed, 8 Aug 2007 17:57:10 -0300 Subject: [rt-users] Reporting Solution Message-ID: Hi, We been browsing Best Practical Wiki and Google in order to find any How-to or docs to get Resports on the RT. Probably someone did the work and would like to share it? Thx. Seb.- From ruz at bestpractical.com Wed Aug 8 17:09:55 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 9 Aug 2007 01:09:55 +0400 Subject: [rt-users] Search old tickets from within scrip In-Reply-To: <20070808213248.44f3be7b@ws.rg2.tiger-computing.com> References: <20070807225914.4507cb18@ws.rg2.tiger-computing.com> <589c94400708071626g37f3c1a9lfa020c0bed3ae93d@mail.gmail.com> <20070808213248.44f3be7b@ws.rg2.tiger-computing.com> Message-ID: <589c94400708081409g267a8a6yb07a046c22e9d63e@mail.gmail.com> $user_obj->Organisation; # returns value $user_obj->SetOrganisation('new value'); # set new value `perldoc lib/RT/User.pm` - basic accessors `perldoc lib/RT/User_Overlay.pm` - more methods On 8/9/07, Keith Edmunds wrote: > On Wed, 8 Aug 2007 03:26:21 +0400, ruz at bestpractical.com said: > > > I can suggest you another way with two scrips: > > 1) Update Company field of requestors when an user update customer > > custom field > > That's a smart idea, but how does one access the requestor's company field > (presumably "Organization") from within a scrip? Sorry, my Perl is not > very good so a quick pointer would be appreciated. > > Thanks, > Keith > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Wed Aug 8 17:59:45 2007 From: theillien at yahoo.com (Mathew) Date: Wed, 08 Aug 2007 17:59:45 -0400 Subject: [rt-users] I forgot how to do this In-Reply-To: References: Message-ID: <46BA3CD1.8040400@yahoo.com> I'm sure I don't have to explain that sometimes people do things that require this kind of information. It's hard to look at the RT interface and telepathically move the information in the custom field to the application I'll be using it in. That said, as the API has the functionality to do this without direct queries to the database, I have no interest in doing things outside of said API. I'd rather not have to include more perl modules than necessary (DBI) to get information that is already available via modules I'm already using (everything in RT). Thanks for the input though. Mathew Keep up with my goings on at http://theillien.blogspot.com James Moseley wrote: > I am sure you can do this by using a single mysql command, but... > > To get the numeric id of the custom field: > > mysql> select id from CustomFields where Name=''; > > Grab the id, then: > > mysql> select * from CustomFieldValues where CustomField=''; > > James Moseley > > > > > > Mathew Snyder > com> To > Sent by: RT Users > rt-users-bounces@ > lists.bestpractic cc > al.com > Subject > [rt-users] I forgot how to do this > 08/08/2007 02:40 > PM > > > > > > > > > I need to get a list of all of the values for one particular custom field. > I > had a script which did this after about a week or two of banging my head > against > my desk. However, I no longer have this script and am left banging my head > again as I've forgotten how to gather this list up. > > I've tried using CustomFieldValue, CustomFieldValues, CustomField and > CustomFields. I can't for the life of me figure out how to do this. Can > someone point me in the right direction? > > -- > Keep up with me and what I'm up to: http://theillien.blogspot.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 ruz at bestpractical.com Wed Aug 8 20:07:19 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 9 Aug 2007 04:07:19 +0400 Subject: [rt-users] I forgot how to do this In-Reply-To: <46BA1C27.5060104@yahoo.com> References: <46BA1C27.5060104@yahoo.com> Message-ID: <589c94400708081707v52637a57j914cfa2362de3d36@mail.gmail.com> my $values = RT::CustomFieldValues->new( $RT::SystemUser ); $values->LimitToCustomField( $custom_field_id ); while ( my $value = $values->Next ) { print $value->Name, "\n"; } On 8/8/07, Mathew Snyder wrote: > I need to get a list of all of the values for one particular custom field. I > had a script which did this after about a week or two of banging my head against > my desk. However, I no longer have this script and am left banging my head > again as I've forgotten how to gather this list up. > > I've tried using CustomFieldValue, CustomFieldValues, CustomField and > CustomFields. I can't for the life of me figure out how to do this. Can > someone point me in the right direction? > > -- > Keep up with me and what I'm up to: http://theillien.blogspot.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 ruz at bestpractical.com Wed Aug 8 20:13:02 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 9 Aug 2007 04:13:02 +0400 Subject: [rt-users] Query to find open tkts where customer hasn't been replied to In-Reply-To: <46BA2C8E.2000908@genarts.com> References: <46BA2C8E.2000908@genarts.com> Message-ID: <589c94400708081713q2e32708ah7491d788801842d3@mail.gmail.com> Try the following: Queue = 'support' AND Status = 'open' AND Told < '-5 hours' Sorry, but the UI doesn't support building queries where date fields are compared to each other. On 8/9/07, Gary Oberbrunner wrote: > I'd like to make a query to find all open tickets where the customer's been > waiting for a reply for longer than N hours. It looks to me like Told is the > last time the customer was replied to, and LastUpdated is the last time > anything happened in the ticket. So I tried this, in the Edit Query view: > > Queue = 'support' AND Status = 'open' AND Told + 1 < LastUpdated > > but when I apply the changes, RT says "Error near ->LastUpdated<- expecting a > VALUE in ' Queue = 'support' AND Status = 'open' AND Told > LastUpdated' > I'm lost" > > which is cute, but doesn't help me make my query. How can I do this? It's > pretty straightforward SQL, but I'm not sure how to make a straight SQL query > from the interface. Is there a mode where I can mark a query as "just submit > it to the database as a WHERE clause, don't try to interpret it"? > > Or is there a better way to do what I'm looking for? > > thx, > > -- > Gary > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 garyo at genarts.com Wed Aug 8 20:20:04 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Wed, 08 Aug 2007 20:20:04 -0400 Subject: [rt-users] Query to find open tkts where customer hasn't been replied to In-Reply-To: <589c94400708081713q2e32708ah7491d788801842d3@mail.gmail.com> References: <46BA2C8E.2000908@genarts.com> <589c94400708081713q2e32708ah7491d788801842d3@mail.gmail.com> Message-ID: <46BA5DB4.4010206@genarts.com> Ruslan Zakirov wrote: > Try the following: > Queue = 'support' AND Status = 'open' AND Told < '-5 hours' Simple, but unfortunately it mostly gets the cases where we're waiting for the customer and not the other way around. I'd be happy if I could say LastUpdatedBy <> Owner too... > Sorry, but the UI doesn't support building queries where date fields > are compared to each other. Too bad. Can I write an add-on of some kind? I'll check the book... -- Gary From jmoseley at corp.xanadoo.com Wed Aug 8 20:33:22 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 8 Aug 2007 19:33:22 -0500 Subject: [rt-users] Query to find open tkts where customer hasn't been replied to In-Reply-To: <589c94400708081713q2e32708ah7491d788801842d3@mail.gmail.com> Message-ID: Additionally, you probably want to use a status of 'new'. New tickets mean they haven't been touched. Of course, new tickets don't have a 'Told' value. If a ticket is open, it's been touched in some manner, but it doesn't mean that the customer has been responded to... Are you looking for tickets that have never been touched but are more than an hour old, or you trying to identify all open tickets that simply haven't been updated within the last hour? James Moseley "Ruslan Zakirov" To Sent by: "Gary Oberbrunner" rt-users-bounces@ lists.bestpractic cc al.com rt-users at lists.bestpractical.com Subject Re: [rt-users] Query to find open 08/08/2007 07:13 tkts where customer hasn't been PM replied to Try the following: Queue = 'support' AND Status = 'open' AND Told < '-5 hours' Sorry, but the UI doesn't support building queries where date fields are compared to each other. On 8/9/07, Gary Oberbrunner wrote: > I'd like to make a query to find all open tickets where the customer's been > waiting for a reply for longer than N hours. It looks to me like Told is the > last time the customer was replied to, and LastUpdated is the last time > anything happened in the ticket. So I tried this, in the Edit Query view: > > Queue = 'support' AND Status = 'open' AND Told + 1 < LastUpdated > > but when I apply the changes, RT says "Error near ->LastUpdated<- expecting a > VALUE in ' Queue = 'support' AND Status = 'open' AND Told > LastUpdated' > I'm lost" > > which is cute, but doesn't help me make my query. How can I do this? It's > pretty straightforward SQL, but I'm not sure how to make a straight SQL query > from the interface. Is there a mode where I can mark a query as "just submit > it to the database as a WHERE clause, don't try to interpret it"? > > Or is there a better way to do what I'm looking for? > > thx, > > -- > Gary > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From gentgeen at linuxmail.org Wed Aug 8 20:55:21 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Wed, 8 Aug 2007 20:55:21 -0400 Subject: [rt-users] Reporting Solution In-Reply-To: References: Message-ID: <20070808205521.64c5cdf4@localhost.localdomain> On Wed, 8 Aug 2007 17:57:10 -0300 "sebsua at gmail.com" wrote: > Hi, > > We been browsing Best Practical Wiki and Google in order to find any > How-to or docs to get Resports on the RT. > Probably someone did the work and would like to share it? > > Thx. > Seb.- I use two little scripts (rt-count and rt-remind) both of which can be used to create a simple email report. Maybe those will work. You can get them from http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ -- http://gentgeen.homelinux.org ############################################################# Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company. - George Washington, Rules of Civility From garyo at genarts.com Wed Aug 8 21:24:19 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Wed, 08 Aug 2007 21:24:19 -0400 Subject: [rt-users] Query to find open tkts where customer hasn't been replied to In-Reply-To: References: Message-ID: <46BA6CC3.90601@genarts.com> James Moseley wrote: > Additionally, you probably want to use a status of 'new'. New tickets mean > they haven't been touched. Of course, new tickets don't have a 'Told' > value. If a ticket is open, it's been touched in some manner, but it > doesn't mean that the customer has been responded to... > > Are you looking for tickets that have never been touched but are more than > an hour old, or you trying to identify all open tickets that simply haven't > been updated within the last hour? Thanks for the reply, James. Not that it hasn't been updated, but specifically the customer updated the ticket (via email normally) and nobody's answered them. They're waiting for a response. I don't care if a ticket hasn't been updated for a couple of days, as long as we were the last ones to email the customer (i.e. the ball's in their court). If there were specific ticket states for who last updated the ticket that would help. Or if I could check LastUpdatedBy <> Owner that would do it too. Isn't this a common thing, to want to find the open tickets that aren't being handled in a timely fashion? == Gary From lists_rt at amnesiamachine.com Wed Aug 8 20:25:04 2007 From: lists_rt at amnesiamachine.com (lists_rt) Date: Wed, 08 Aug 2007 18:25:04 -0600 Subject: [rt-users] Scripted creation of Outlook / Exchange tasks? Message-ID: <46BA5EE0.1010506@amnesiamachine.com> Hello folks! First off, I want to thank Best Practical for their brilliant system that made my life ten times easier. My question: has anyone ever scripted the generation of Outlook tasks from a *nix platform, either through some dandy Perl/Python/Ruby/etc. module or by manually piecing together the necessary message components in a script and sending it via SMTP? I found the following link regarding the creation of Outlook calendar entries: http://www.mavetju.org/programming/outlook-ics.php I'm working to integrate the calendaring functionality into a custom scrip. However, I've been unable to find a similar resource regarding tasklist entries instead of calendar entries. (Our staff have BES-integrated Blackberries welded to their hips, so Exchange task and calendar integration makes RT even more valuable to us.) I know I can use some painful VBscript hacks running on a Windows box to pull the data I need from RT and sling it at Exchange, but I would really, really like to keep this tidy and located on a single (Linux) box :) Any pointers would be much appreciated. Thanks! -Matt From jesse at bestpractical.com Wed Aug 8 21:35:11 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 8 Aug 2007 21:35:11 -0400 Subject: [rt-users] Scripted creation of Outlook / Exchange tasks? In-Reply-To: <46BA5EE0.1010506@amnesiamachine.com> References: <46BA5EE0.1010506@amnesiamachine.com> Message-ID: <4E045FFC-9AEE-4DED-9126-E8B92717A298@bestpractical.com> On Aug 8, 2007, at 8:25 PM, lists_rt wrote: > Hello folks! > > First off, I want to thank Best Practical for their brilliant system > that made my life ten times easier. > > My question: has anyone ever scripted the generation of Outlook tasks > from a *nix platform, either through some dandy Perl/Python/Ruby/etc. > module or by manually piecing together the necessary message > components > in a script and sending it via SMTP? > > I found the following link regarding the creation of Outlook calendar > entries: > > http://www.mavetju.org/programming/outlook-ics.php > > I'm working to integrate the calendaring functionality into a custom > scrip. However, I've been unable to find a similar resource regarding > tasklist entries instead of calendar entries. (Our staff have > BES-integrated Blackberries welded to their hips, so Exchange task and > http://search.cpan.org/dist/Data-ICal/ can generate the .vcs / .ics entries you need to send. You may have to hack RT up a bit to get them as attachments on outgoing mail -j > calendar integration makes RT even more valuable to us.) > > I know I can use some painful VBscript hacks running on a Windows > box to > pull the data I need from RT and sling it at Exchange, but I would > really, really like to keep this tidy and located on a single > (Linux) box :) > > Any pointers would be much appreciated. > > Thanks! > > -Matt > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From HelmuthRamirez at compupay.com Wed Aug 8 21:42:23 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Wed, 8 Aug 2007 21:42:23 -0400 Subject: [rt-users] Scripted creation of Outlook / Exchange tasks? Message-ID: <0dc301c7da26$a4e7e756$dc640180@compupay.com> Matt, if you get this up and running would you mind sharing the setup process with the group? This sounds like a pretty interesting integration, I know there have been many occassions when I would like to have this stuff in my Outlook. Keep us posted! -----Original Message----- From: Jesse Vincent Sent: Wednesday, August 08, 2007 9:36 PM To: lists_rt Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Scripted creation of Outlook / Exchange tasks? On Aug 8, 2007, at 8:25 PM, lists_rt wrote: > Hello folks! > > First off, I want to thank Best Practical for their brilliant system > that made my life ten times easier. > > My question: has anyone ever scripted the generation of Outlook tasks > from a *nix platform, either through some dandy Perl/Python/Ruby/etc. > module or by manually piecing together the necessary message > components > in a script and sending it via SMTP? > > I found the following link regarding the creation of Outlook calendar > entries: > > http://www.mavetju.org/programming/outlook-ics.php > > I'm working to integrate the calendaring functionality into a custom > scrip. However, I've been unable to find a similar resource regarding > tasklist entries instead of calendar entries. (Our staff have > BES-integrated Blackberries welded to their hips, so Exchange task and > http://search.cpan.org/dist/Data-ICal/ can generate the .vcs / .ics entries you need to send. You may have to hack RT up a bit to get them as attachments on outgoing mail -j > calendar integration makes RT even more valuable to us.) > > I know I can use some painful VBscript hacks running on a Windows > box to > pull the data I need from RT and sling it at Exchange, but I would > really, really like to keep this tidy and located on a single > (Linux) box :) > > Any pointers would be much appreciated. > > Thanks! > > -Matt > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > This message from CompuPay (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Messages sent to and from us may be monitored. For more information regarding CompuPay, please visit www.compupay.com. From jmoseley at corp.xanadoo.com Wed Aug 8 21:57:34 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 8 Aug 2007 20:57:34 -0500 Subject: [rt-users] Query to find open tkts where customer hasn't been replied to In-Reply-To: <46BA6CC3.90601@genarts.com> Message-ID: I don't think there is a way in RT to perform the search you want (at least not a straightforward one). You're best bet is to create a custom script to perform a mysql query that would identify tickets that would match the following criteria: (status is open) AND (last update was performed by the requestor) AND (difference in time between current time and last update is greater than one hour). James Moseley Gary Oberbrunner To James Moseley 08/08/2007 08:24 PM cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Query to find open tkts where customer hasn't been replied to James Moseley wrote: > Additionally, you probably want to use a status of 'new'. New tickets mean > they haven't been touched. Of course, new tickets don't have a 'Told' > value. If a ticket is open, it's been touched in some manner, but it > doesn't mean that the customer has been responded to... > > Are you looking for tickets that have never been touched but are more than > an hour old, or you trying to identify all open tickets that simply haven't > been updated within the last hour? Thanks for the reply, James. Not that it hasn't been updated, but specifically the customer updated the ticket (via email normally) and nobody's answered them. They're waiting for a response. I don't care if a ticket hasn't been updated for a couple of days, as long as we were the last ones to email the customer (i.e. the ball's in their court). If there were specific ticket states for who last updated the ticket that would help. Or if I could check LastUpdatedBy <> Owner that would do it too. Isn't this a common thing, to want to find the open tickets that aren't being handled in a timely fashion? == Gary From rlong at bluegecko.net Thu Aug 9 00:37:12 2007 From: rlong at bluegecko.net (Robert Long) Date: Wed, 08 Aug 2007 21:37:12 -0700 Subject: [rt-users] Query to find open tickets where customer hasn't been replied to In-Reply-To: <46BA6CC3.90601@genarts.com> References: <46BA6CC3.90601@genarts.com> Message-ID: <46BA99F8.1040707@bluegecko.net> Gary Oberbrunner wrote: > Isn't this a common thing, to want to find the open tickets that aren't > being handled in a timely fashion? How about setting up a custom field like "Where the ball lays" with values of "Customer" or "Us". Then write a scrip to flip that value if one of your people replies to the ticket ( if they're all part of the same group this would be easy ), and another scrip to flip the value back if the ticket is updated by someone else (You could do this all in the same scrip I do suppose, for some reason I opted to do it in two). Then you can just create a search for 'not resolved' and 'The ball is in our court'.. I even go so far as to have my RT at a glance configured so I list tickets I need to respond to separately from those that I have responded to. .Robert . From lists_rt at amnesiamachine.com Thu Aug 9 00:52:24 2007 From: lists_rt at amnesiamachine.com (lists_rt) Date: Wed, 08 Aug 2007 22:52:24 -0600 Subject: [rt-users] Scripted creation of Outlook / Exchange tasks? In-Reply-To: <4E045FFC-9AEE-4DED-9126-E8B92717A298@bestpractical.com> References: <46BA5EE0.1010506@amnesiamachine.com> <4E045FFC-9AEE-4DED-9126-E8B92717A298@bestpractical.com> Message-ID: <46BA9D88.6040406@amnesiamachine.com> Jesse Vincent wrote: > > On Aug 8, 2007, at 8:25 PM, lists_rt wrote: > >> Hello folks! >> >> First off, I want to thank Best Practical for their brilliant system >> that made my life ten times easier. >> >> My question: has anyone ever scripted the generation of Outlook tasks >> from a *nix platform, either through some dandy Perl/Python/Ruby/etc. >> module or by manually piecing together the necessary message components >> in a script and sending it via SMTP? >> >> I found the following link regarding the creation of Outlook calendar >> entries: >> >> http://www.mavetju.org/programming/outlook-ics.php >> >> I'm working to integrate the calendaring functionality into a custom >> scrip. However, I've been unable to find a similar resource regarding >> tasklist entries instead of calendar entries. (Our staff have >> BES-integrated Blackberries welded to their hips, so Exchange task and >> > > http://search.cpan.org/dist/Data-ICal/ can generate the .vcs / .ics > entries you need to send. You may have to hack RT up a bit to get them > as attachments on outgoing mail > > -j Jesse, thanks for the email. I checked into things a bit more; apparently Outlook doesn't support ICS's VTODO component :( The code Outlook DOES generate for a task request is, at first glance, a nightmare. I'm going to keep hacking away at this. If I have any success, I'll post any relevant findings/code to the list. -Matt From boris.lytochkin at e-port.ru Wed Aug 8 05:17:22 2007 From: boris.lytochkin at e-port.ru (Boris Lytochkin) Date: Wed, 8 Aug 2007 13:17:22 +0400 Subject: [rt-users] Attachments table of RT's Mysql database In-Reply-To: <46B8A703.8010004@ucrwcu.rwc.uc.edu> References: <91179600.20070807173108@e-port.ru> <46B8A703.8010004@ucrwcu.rwc.uc.edu> Message-ID: <11510307175.20070808131722@e-port.ru> Wiki would be enough, but there is a problem in current patch state: it uses special constant string inplace of real content to indicate that file is located out of DB. Right way is to use flag in table. I do not think that changing scheme witch patching is a good idea, that is why this patch must be merged into RT. Now about "different strokes for different folks". This way of storing attachments is reasonable when you get 50Mb+ of mail each week (scans, faxes, documents, etc). -- Boris Lytochkin, JSC e-port, Moscow web: www.e-port.ru, wap: wap.e-port.ru tel: +7 (495) 777 1872, ext. 251 ______________________________________ From: Drew Barnes Sent: 7 ??????? 2007 ?., 21:08 To: Boris Lytochkin Subject: [rt-users] Attachments table of RT's Mysql database I guess it all comes down to "different strokes for different folks". Perhaps this could be put up on the wiki and then if someone needs this capability they can easily get it? DB Boris Lytochkin wrote: > Ken, > > >> First, if everything is inside a database, then a >> simple backup of the database will get everything related to a >> particular RT instance. >> > Wrong. We _stopped_ backup process of RT database due to LARGE amount > data every day. We have no such amount of tape to store DB's everyday > backups. > Now, DB backup is done every day and attachment backup is done > separately. As a result we have everyday SQL-backup of DB and > incremental backup for attachments. It uses much less space. > > >> Second, in many cases you would like to >> isolate the front-end from the back-end information store. Once >> you need access to the filesystem, everything becomes much more >> involved. >> > > I understand that storing attachments out of RT involves much more > than DB-only solution, BUT 10 Gb DB with 9.5 Gb of images involves much more. > > Anyway, it is up to admin to decide whether to store attachments > separate or not. > > > Tuesday, August 7, 2007, 4:22:49 PM, you wrote: > > >> Dear Mr. Lytochkin, >> > > >> There are two very good reasons to not store attachments outside >> of the database. First, if everything is inside a database, then a >> simple backup of the database will get everything related to a >> particular RT instance. Second, in many cases you would like to >> isolate the front-end from the back-end information store. Once >> you need access to the filesystem, everything becomes much more >> involved. I am certain that there are other reasons, but those >> two are certainly enough for me. I have appreciated the ease of >> generating a consistent backup of my RT information store. >> > > >> Ken >> > > >> On Tue, Aug 07, 2007 at 04:15:02PM +0400, Boris Lytochkin wrote: >> >>> I wrote a patch that allows to store non-text attachments to be >>> stored out of DB - in my case it greatly reduced DB swelling. >>> Just for now it uses constant string in Attachments->Content to >>> indicate that file is written to FS. >>> >>> You will need to specify some variables in RT_Siteconfig.pm: >>> Set($AttachmentsDirectory, '/var/RT/attachments'); >>> Set($LogAttachmentsLoading, "1"); >>> Set($LogAttachmentsSaving, "1"); >>> Set($StoreNonTextAttachmensInDB, undef); >>> #Set($StoreNonTextAttachmensInDB, "1"); >>> >>> A new share/html/Ticket/Attachment/dhandler and attach.patch for >>> rest of RT distribution is in attachment. >>> >>> >>> Gregory Harper, you can find more complex set of patches allowing to >>> produce & show image thumbs automaticly in attachment too. >>> Some more variables must be specified in RT_Siteconfig.pm >>> >>> Set($ShowTransactionImages, 1); >>> Set($ProduceImageThumbs, 1); >>> Set($ImageThumbsDirectory, '/var/RT/thumbs'); >>> >>> >>> I wonder why bestprcactical is not interested in intergating these >>> patches into RT: >>> From: Jesse Vincent >>> Sent: 21 march 2007 ?., 23:53 >>> To: lytochkin >>> Subject: [RT 3.6] Storing attachments away from DB >>> Hi Boris, >>> >>> Thanks very much for the mail, but I think we're not really >>> interested in offering this feature within RT. >>> Best, >>> Jesse >>> >>> >>> >>> >>> -- >>> Boris Lytochkin, >>> JSC e-port, Moscow >>> web: www.e-port.ru, wap: wap.e-port.ru >>> tel: +7 (495) 777 1872, ext. 251 >>> >>> >>> ____________ >>> >>> Date: Mon, 06 Aug 2007 12:31:31 -0500 >>> From: Gregory Harper >>> Subject: Re: [rt-users] Attachments table of RT's Mysql database >>> To: Justin Brodley >>> Cc: rt-users at lists.bestpractical.com >>> Message-ID: <46B75AF3.3080200 at stevensind.com> >>> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >>> >>> Justin Brodley wrote: >>> >>>> We actually had to disable the attachment feature as we were having our customers attach enormous files and killed our DB processing. Ultimately we >>>> >>> are looking >>> >>>> into rewriting the attachment feature to store the attachments on the web server to alleviate this overhead from the DB. I understand that the >>>> >>> attachment table also >>> >>>> stores all updates to a ticket, not just the attachments. >>>> >>>> >>>> Justin Brodley >>>> >>>> >>>> >>>> -----Original Message----- >>>> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gregory Harper >>>> Sent: Wednesday, August 01, 2007 12:41 PM >>>> To: rt-users at lists.bestpractical.com >>>> Subject: [rt-users] Attachments table of RT's Mysql database >>>> >>>> Hello everybody. >>>> >>>> We've been using RT for more than three months as part of our >>>> customer concern processes. Overall, things have been going well. >>>> The configuration includes Mysql, Apache2 and Postfix running on Ubuntu >>>> 6.06. I've made no modifications to the databases. >>>> The primary concern at this point is that the Attachments table of the >>>> Mysql database is growing significantly. Our CSR's want to attach >>>> PDFs, jpegs, etc. to the tickets with the jpegs usually created by our >>>> customers. The digital photos are the main culprit. I've read about >>>> scaling back the photos, creating thumbnails, etc. and we need to find a >>>> way to limit the attachment size prior to attachment. >>>> >>>> Has anyone else using RT had this type of problem? >>>> >>>> What are the best approaches for minimizing and controlling the size >>>> of the Attachments table? >>>> >>>> Any information, feedback and guidance are appreciated. >>>> >>>> thanks - Gregory Harper , Stevens Industries >>>> >>>> >>>> >>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>>> >>>> >>> Thanks Justin for the feedback. Anyone else have input regarding their >>> experiences with Attachments and RT? >>> >>> thanks - Greg >>> >>> >>> >>> ------------------------------ >>> >>> Message: 3 >>> Date: Mon, 6 Aug 2007 11:53:13 -0700 (PDT) >>> From: Ed Matthews >>> Subject: [rt-users] Kwiki Table Rendering? >>> To: rt-users at lists.bestpractical.com >>> Message-ID: <569062.32875.qm at web51102.mail.re2.yahoo.com> >>> Content-Type: text/plain; charset=us-ascii >>> >>> Happy Monday. >>> >>> Does anyone know why Kwiki renders tables on this page, >>> http://wiki.bestpractical.com/view/ManualScrips >>> >>> but not on this page >>> http://wiki.bestpractical.com/view/ManualRights >>> nor in my personal page . >>> >>> I tried copy pasting the first ManualScrips table wiki markup into another edit page and saving, and it wouldn't render there either after save. >>> >>> Ed Matthews >>> g8orade at yahoo.com >>> >>> >>> >>> >>> >>> ____________________________________________________________________________________ >>> Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. >>> http://mobile.yahoo.com/go?refer=1GNXIC >>> >>> >>> ------------------------------ >>> >>> Message: 4 >>> Date: Tue, 7 Aug 2007 10:20:33 +0100 >>> From: Luke E Morgan >>> Subject: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 >>> yum install >>> To: rt-users at lists.bestpractical.com >>> Message-ID: >>> >>> >>> Content-Type: text/plain; charset="us-ascii" >>> >>> >>> I'm sure I'm just missing something simple, but I cannot seem to change the >>> BP logo on my install of RT 3.6.3 on Fedora Core 7. >>> I've installed RT using yum (lazy I know, but it works apart from this >>> issue). >>> >>> It has been installed into >>> /usr/share/rt3 >>> I've created /usr/local/rt3/html/Elements/ >>> and copied the Logo file into that directory. >>> >>> I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images >>> It is a 92x50pixels jpeg. >>> >>> Following suggestions from the wiki and the mailing list archives, I put >>> this line into the Logo file : >>> Intranet>> width="<%$RT::LogoWidth%>" height="<%$RT::LogoHeight%>" /> >>> >>> I have modified by RT_SiteConfig.pm file. >>> If I log into the web interface, under tools, choose system configuration, >>> the following variables are set : >>> RT::LogoLinkURL http://192.168.66.1 >>> RT::LogoURL /rt3/NoAuth/images/mtllogo.jpg >>> RT::LogoWidth 92 >>> RT::LogoHeight 50 >>> RT::MasonDataDir /var/cache/rt3/mason_data >>> >>> I've tried stopping the webserver, deleting Logo.obj from >>> /var/cache/rt3/mason_data/obj/3989424063/standard >>> When I restart apache, and refresh the RT page, Logo.obj is recreated with >>> the best practical logo in it. >>> >>> Where am I going wrong ? Can anyone point me in the right direction please >>> ? >>> >>> Thanks in advance >>> >>> Luke >>> >>> _____________________________________________________________ >>> >>> This email message may contain privileged/confidential information and/or >>> copyright material. It is intended only for the use of the person(s) to whom >>> it is addressed and any unauthorised use may be unlawful. If you receive this >>> email by mistake, please advise the sender immediately by using the reply >>> facility in your email software and delete the material from your computer. >>> >>> The material contained in this message does not constitute a binding >>> contract with any company within the MTL Instruments Group plc. Opinions, >>> conclusions and other information in this email that do not relate to the official >>> business of this organisation shall be understood as neither given nor endorsed >>> by it. Registered in England No. 1871978, VAT Reg. No 449343040, >>> MTL Instruments Ltd, Power Court, Luton, LU1 3JJ >>> >>> -------------- next part -------------- >>> An HTML attachment was scrubbed... >>> URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/37bbd464/attachment-0001.htm >>> >>> ------------------------------ >>> >>> Message: 5 >>> Date: Tue, 7 Aug 2007 12:39:04 +0100 >>> From: Luke E Morgan >>> Subject: Re: {Disarmed} [rt-users] Trying to change the logo. Fedora >>> Core 7, RT3.6.3 yum install >>> To: Boris Jordanov >>> Cc: rt-users at lists.bestpractical.com >>> Message-ID: >>> >>> >>> Content-Type: text/plain; charset="us-ascii" >>> >>> Skipped content of type multipart/alternative-------------- next part -------------- >>> A non-text attachment was scrubbed... >>> Name: graycol.gif >>> Type: image/gif >>> Size: 105 bytes >>> Desc: not available >>> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/graycol.gif >>> -------------- next part -------------- >>> A non-text attachment was scrubbed... >>> Name: pic05705.gif >>> Type: image/gif >>> Size: 1255 bytes >>> Desc: not available >>> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/pic05705.gif >>> -------------- next part -------------- >>> A non-text attachment was scrubbed... >>> Name: ecblank.gif >>> Type: image/gif >>> Size: 45 bytes >>> Desc: not available >>> Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20070807/910b3d6a/ecblank.gif >>> >>> ------------------------------ >>> >>> _______________________________________________ >>> RT-Users mailing list >>> RT-Users at lists.bestpractical.com >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> >>> End of RT-Users Digest, Vol 41, Issue 20 >>> **************************************** >>> >>> >>> > > > > > >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> > > > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From weser at osp-dd.de Thu Aug 9 02:23:57 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Thu, 09 Aug 2007 08:23:57 +0200 Subject: AW: [rt-users] Another rights question In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039482208F@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039482208F@w3hamboex11.ger.win.int.kn> Message-ID: <46BAB2FD.6070904@osp-dd.de> No, no more rights please if not necessary. I think I'm familiar with most of them now but it was a mess to come to point of understanding with that many rights and different locations to set them in RT. Does nobody has an answer to my question, does nobody has similar experiences maybe or a work-around? Cheers, Ben Ham MI-ID, Torsten Brumm wrote: > To the Rights Question....i'm really missing a right like UnOwnTicket...!!! > > From gary at ringways.co.uk Thu Aug 9 04:17:49 2007 From: gary at ringways.co.uk (Gary Stainburn) Date: Thu, 9 Aug 2007 09:17:49 +0100 Subject: [rt-users] Re: [ADMIN] RT3 - Pg database connection - authentication failed In-Reply-To: References: <200708081516.22602.gary@ringways.co.uk> Message-ID: <200708090917.49647.gary@ringways.co.uk> On Wednesday 08 August 2007 17:45, you wrote: > I'm guessing the problem is your pg_hba.conf and the fact that RT is > trying to connect from a different IP than the one that hits 127.0.0.1 > > When you run psql, is it on the same machine that RT3 is on? Or the > server? It means little if you're not coming in from the same address > as RT3 is. > > Edit your pg_hba.conf file on the postgresql server to let the RT3 > machine connect. The file's pretty self explanatory. Hi Scott Everything is running on the same server. I've even tried changing localhost to 127.0.0.1 but didn't think that'd matter. It didn't. The following program even works. This means that the problem must be related to RT3 or the perl installation, but I'm at a loss as to what Gary #!/usr/bin/perl -w use DBI; my $dbh=DBI->connect('dbi:Pg:dbname=rt3;host=127.0.0.1','rt_user',''); die $DBI::errstr unless ($dbh); $dbh->disconnect; -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 From cube at cubidou.net Thu Aug 9 06:22:45 2007 From: cube at cubidou.net (Quentin Garnier) Date: Thu, 9 Aug 2007 12:22:45 +0200 Subject: [rt-users] [PATCH] Extra 0 when displaying custom fields with multiple values Message-ID: <20070809102245.GL10306@shaak.cubidou.net> Hi, We use custom fields with multiple values, and we notice an extra 0 after the value itself. While we use RT 3.4.6, the code is mostly the same in RT 3.6.4, so I wonder how nobody could have noticed that before. When a custom field has more than one value, ShowCustomFields does the following:
  • <% $print_value->( $CustomField, $Value ) |n %>
    • The problem is, $print_value doesn't return a value, so 0 is used. I can't really make sense of the |n here, which doesn't change the resulting value, as 0|n is still 0 (why Perl parses that is beyond my understanding). The attached patch fixes the issue for me, but I really wonder what the intent of the previous code was. If anyone can enlighten me... And if the patch is the intended feature, feel free to commit it... -- Quentin Garnier - cube at cubidou.net - cube at NetBSD.org "You could have made it, spitting out benchmarks Owe it to yourself not to fail" Amplifico, Spitting Out Benchmarks, Hometakes Vol. 2, 2005. -------------- next part -------------- $NetBSD$ Fix a bug (?) where a 0 was displayed after a value for multiple-values custom fields. --- html/Elements/ShowCustomFields.orig 2006-08-17 00:56:58.000000000 +0200 +++ html/Elements/ShowCustomFields @@ -57,7 +57,9 @@ % } else {
      % while ( my $Value = $Values->Next ) { -
    • <% $print_value->( $CustomField, $Value ) |n %>
      • +
    • +% $print_value->( $CustomField, $Value ); +
      • % }
    % } -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 478 bytes Desc: not available URL: From elmessoussi.stage at gmail.com Thu Aug 9 06:26:55 2007 From: elmessoussi.stage at gmail.com (Essam EL MESSOUSSI) Date: Thu, 9 Aug 2007 10:26:55 +0000 Subject: [rt-users] New type of "new custom field" Message-ID: <2411a4250708090326k944b6ffk3dca2ee3be511dbb@mail.gmail.com> Hello everybody, In "new custom field", I want to add a new type "date" which contains in addition to a text zone, an associated calendar. I already use this calendar in the field "Date" in "New Ticket" by modifying the source code of "/opt/rt3/share/html/Elements/SelectDate", but I want now to make it a preset type in "new custom field" so that when I want to add a new custom field of type Date I will choose the "Date Type". Thank you in advance for your help. Essam -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Thu Aug 9 08:34:58 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 09 Aug 2007 08:34:58 -0400 Subject: [rt-users] Query to find open tkts where customer hasn't been replied to In-Reply-To: <46BA6CC3.90601@genarts.com> References: <46BA6CC3.90601@genarts.com> Message-ID: <46BB09F2.2020206@ucrwcu.rwc.uc.edu> You could see about perhaps modifying Tim Bishop's rt-remind script to do what you want. As written, it is primarily set to remind owners when their tickets exceed a specified priority but you may be able to change it to fire X hours after the customer last replied. http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ DB Gary Oberbrunner wrote: > James Moseley wrote: > >> Additionally, you probably want to use a status of 'new'. New tickets mean >> they haven't been touched. Of course, new tickets don't have a 'Told' >> value. If a ticket is open, it's been touched in some manner, but it >> doesn't mean that the customer has been responded to... >> >> Are you looking for tickets that have never been touched but are more than >> an hour old, or you trying to identify all open tickets that simply haven't >> been updated within the last hour? >> > > Thanks for the reply, James. > > Not that it hasn't been updated, but specifically the customer updated > the ticket (via email normally) and nobody's answered them. They're > waiting for a response. I don't care if a ticket hasn't been updated > for a couple of days, as long as we were the last ones to email the > customer (i.e. the ball's in their court). > > If there were specific ticket states for who last updated the ticket > that would help. Or if I could check LastUpdatedBy <> Owner that would > do it too. > > Isn't this a common thing, to want to find the open tickets that aren't > being handled in a timely fashion? > > == Gary > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From theillien at yahoo.com Thu Aug 9 09:49:29 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 09 Aug 2007 09:49:29 -0400 Subject: [rt-users] I forgot how to do this In-Reply-To: <46BA1C27.5060104@yahoo.com> References: <46BA1C27.5060104@yahoo.com> Message-ID: <46BB1B69.5030304@yahoo.com> Mathew Snyder wrote: > I need to get a list of all of the values for one particular custom field. I > had a script which did this after about a week or two of banging my head against > my desk. However, I no longer have this script and am left banging my head > again as I've forgotten how to gather this list up. > > I've tried using CustomFieldValue, CustomFieldValues, CustomField and > CustomFields. I can't for the life of me figure out how to do this. Can > someone point me in the right direction? > This is what I'm working with: #!/usr/bin/perl use warnings; use strict; use lib '/usr/local/rt3/lib'; use lib '/usr/local/rt3/local/lib'; use RT; use RT::Users; RT::LoadConfig(); ## Loading RT config RT::Init(); ## Initialise RT my $cf_name = "Environment"; my @envs; my $cf = RT::CustomFieldValues->new(RT::SystemUser); $cf->LimitToCustomField($cf_name); while (my $cfval = $cf->Next() ){ print $cfval->Name . "\n"; }; Using Data::Dumper I have the following output: $VAR1 = bless( { '_open_parens' => {}, 'alias_count' => 0, 'where_clause' => '', 'order_by' => [ { 'ORDER' => 'ASC', 'FIELD' => 'SortOrder', 'ALIAS' => 'main' }, { 'ORDER' => 'ASC', 'FIELD' => 'Name', 'ALIAS' => 'main' }, { 'ORDER' => 'ASC', 'FIELD' => 'id', 'ALIAS' => 'main' } ], 'table' => 'CustomFieldValues', 'tables' => '', 'is_limited' => 1, 'order' => '', 'user' => bless( { '_Class' => 'RT::CurrentUser', '_SB_Record_Primary_RecordCache_key' => 'id=1', 'table' => 'Users', 'values' => { 'creator' => '1', 'comments' => 'Do not delete or modify this user. It is integral to RT\'s internal database structures', 'state' => undef, 'webencoding' => undef, 'realname' => 'The RT System itself', 'password' => '*NO-PASSWORD*', 'authsystem' => undef, 'homephone' => undef, 'id' => '1', 'timezone' => undef, 'lang' => undef, 'name' => 'RT_System', 'contactinfosystem' => undef, 'zip' => undef, 'emailencoding' => undef, 'lastupdated' => '2004-05-06 17:46:38', 'signature' => undef, 'externalauthid' => undef, 'address1' => undef, 'workphone' => undef, 'emailaddress' => undef, 'freeformcontactinfo' => undef, 'city' => undef, 'gecos' => undef, 'organization' => undef, 'country' => undef, 'mobilephone' => undef, 'nickname' => undef, 'externalcontactinfoid' => undef, 'address2' => undef, 'created' => '2004-05-06 17:46:38', 'pgpkey' => undef, 'pagerphone' => undef, 'lastupdatedby' => '0' }, 'fetched' => { 'creator' => 1, 'comments' => 1, 'state' => 1, 'webencoding' => 1, 'realname' => 1, 'password' => 1, 'authsystem' => 1, 'homephone' => 1, 'id' => 1, 'timezone' => 1, 'lang' => 1, 'name' => 1, 'contactinfosystem' => 1, 'zip' => 1, 'emailencoding' => 1, 'signature' => 1, 'lastupdated' => 1, 'externalauthid' => 1, 'address1' => 1, 'workphone' => 1, 'emailaddress' => 1, 'freeformcontactinfo' => 1, 'city' => 1, 'gecos' => 1, 'organization' => 1, 'country' => 1, 'mobilephone' => 1, 'nickname' => 1, 'externalcontactinfoid' => 1, 'address2' => 1, 'created' => 1, 'pgpkey' => 1, 'lastupdatedby' => 1, 'pagerphone' => 1 } }, 'RT::CurrentUser' ), 'limit_clause' => '', 'DBIxHandle' => bless( { 'dsn' => 'dbi:mysql:dbname=rt3_devel', 'DisconnectHandleOnDestroy' => undef, 'StatementLog' => [] }, 'RT::Handle' ), 'restrictions' => { 'main.CustomField' => [ { 'value' => '\'Environment\'', 'op' => '=', 'field' => 'main.CustomField' } ] }, 'primary_key' => 'id', 'auxillary_tables' => '', 'must_redo_search' => 1, 'itemscount' => 0, 'show_rows' => 0, 'aliases' => [], 'first_row' => 0 }, 'RT::CustomFieldValues' ); I don't quite get this though. Why won't it print out the values held in the CF? Mathew From lmorgan at mtl-inst.com Thu Aug 9 10:43:44 2007 From: lmorgan at mtl-inst.com (Luke E Morgan) Date: Thu, 9 Aug 2007 15:43:44 +0100 Subject: [rt-users] 3.6.3 system error accessing /admin/global/myRT.html Message-ID: Hi, I'm trying to modify everyone's homepage, RT at a glance, with a link that points to rt3/Admin/Global/MyRT.html When I arrive at that link, I am shown a system error. Can anyone offer any advice on this please ? Thanks in advance Luke System error error: Can't call method "Content" on an undefined value at /usr/share/rt3/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 /usr/share/rt3/html/Admin/Global/MyRT.html:50 stack: /usr/share/rt3/html/Admin/autohandler:47 /usr/share/rt3/html/autohandler:292 _____________________________________________________________ This email message may contain privileged/confidential information and/or copyright material. It is intended only for the use of the person(s) to whom it is addressed and any unauthorised use may be unlawful. If you receive this email by mistake, please advise the sender immediately by using the reply facility in your email software and delete the material from your computer. The material contained in this message does not constitute a binding contract with any company within the MTL Instruments Group plc. Opinions, conclusions and other information in this email that do not relate to the official business of this organisation shall be understood as neither given nor endorsed by it. Registered in England No. 1871978, VAT Reg. No 449343040, MTL Instruments Ltd, Power Court, Luton, LU1 3JJ -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ecblank.gif Type: image/gif Size: 45 bytes Desc: not available URL: From Keith.D.Schincke at nasa.gov Thu Aug 9 11:20:37 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Thu, 9 Aug 2007 10:20:37 -0500 Subject: [rt-users] Sorting Issue for RT 3.6.1 Message-ID: <5D0B651C5306D64AA429824F50D2C0AC3B6CC0@NDJSEVS23B.ndc.nasa.gov> Hey Guys, We are configuring our RT 3.6.1 installed with apt on Debian etch and are seeing a sorting issue when granting user specific rights. All of the users are displayed in the as created order instead of user name order. Here are two locations where this can be seen: Configuration->Queues->Select queue->User Rights Configuration->Custom Fields->Select custom field->User Rights Has this been changed in the current version? Thanks for any info, Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at rice.edu Thu Aug 9 11:46:56 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 9 Aug 2007 10:46:56 -0500 Subject: [rt-users] Sorting Issue for RT 3.6.1 In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC3B6CC0@NDJSEVS23B.ndc.nasa.gov> References: <5D0B651C5306D64AA429824F50D2C0AC3B6CC0@NDJSEVS23B.ndc.nasa.gov> Message-ID: <20070809154656.GO24249@it.is.rice.edu> Keith, It has done that in every release I have used to date. It should be a simple fix. Ken On Thu, Aug 09, 2007 at 10:20:37AM -0500, Schincke, Keith D. (JSC-IT)[MEI] wrote: > Hey Guys, > > We are configuring our RT 3.6.1 installed with apt on Debian etch and > are seeing a sorting issue when granting user specific rights. > All of the users are displayed in the as created order instead of user > name order. > > Here are two locations where this can be seen: > Configuration->Queues->Select queue->User Rights > Configuration->Custom Fields->Select custom field->User Rights > > Has this been changed in the current version? > > Thanks for any info, > > Keith > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Thu Aug 9 12:33:00 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 09 Aug 2007 09:33:00 -0700 Subject: [rt-users] Sorting on custom fields: still broken? In-Reply-To: <8BF07882-E75E-4380-81AE-F47C7858D790@bestpractical.com> References: <81F8DFD002DFF14697B4F5FE420FEB6808F9E0CC@OLINEXVS01.olin.edu> <46B9F57F.6030806@lbl.gov> <8BF07882-E75E-4380-81AE-F47C7858D790@bestpractical.com> Message-ID: <46BB41BC.9000105@lbl.gov> Jesse, We're not upset or expecting something to be done just for us. We just feel that customers and "non-customers" alike would appreciate a fix on a publicized feature that isn't working. We can wait. We'll just tell our users to not use it and expect it to work. No problema. Thanks for the info though. Kenn LBNL Jesse Vincent wrote: > Kenn, > > On Aug 8, 2007, at 12:55 PM, Kenneth Crocker wrote: > >> We have not heard of an expected fix date either. > > We don't generally promise fixes for things to non-customers. (Verified > security issues are, of course, an exception.) It's one of the few > things we actually charge money for ;). > But if you can put together a failing test and a patch, I'd love to see it. > > Best, > > Jesse > From KFCrocker at lbl.gov Thu Aug 9 12:39:21 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 09 Aug 2007 09:39:21 -0700 Subject: AW: [rt-users] Another rights question In-Reply-To: <46BAB2FD.6070904@osp-dd.de> References: <16426EA38D57E74CB1DE5A6AE1DB039482208F@w3hamboex11.ger.win.int.kn> <46BAB2FD.6070904@osp-dd.de> Message-ID: <46BB4339.4070108@lbl.gov> Benjamin, I must have missed the beginning of this string. What are you trying to do? or want to do? What rights have you set? Kenn LBNL Benjamin Weser wrote: > No, no more rights please if not necessary. I think I'm familiar with > most of them now but it was a mess to come to point of understanding > with that many rights and different locations to set them in RT. > > Does nobody has an answer to my question, does nobody has similar > experiences maybe or a work-around? > > Cheers, > Ben > > > > Ham MI-ID, Torsten Brumm wrote: >> To the Rights Question....i'm really missing a right like UnOwnTicket...!!! >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Keith.D.Schincke at nasa.gov Thu Aug 9 13:06:55 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Thu, 9 Aug 2007 12:06:55 -0500 Subject: [rt-users] Sorting Issue for RT 3.6.1 In-Reply-To: <20070809154656.GO24249@it.is.rice.edu> References: <5D0B651C5306D64AA429824F50D2C0AC3B6CC0@NDJSEVS23B.ndc.nasa.gov> <20070809154656.GO24249@it.is.rice.edu> Message-ID: <5D0B651C5306D64AA429824F50D2C0AC3B6D24@NDJSEVS23B.ndc.nasa.gov> Thanks Ken. I will see if I can write a quick local update that will change the sorting on these pages. Keith -----Original Message----- From: Kenneth Marshall [mailto:ktm at rice.edu] Sent: Thursday, August 09, 2007 10:47 AM To: Schincke, Keith D. (JSC-IT)[MEI] Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Sorting Issue for RT 3.6.1 Keith, It has done that in every release I have used to date. It should be a simple fix. Ken On Thu, Aug 09, 2007 at 10:20:37AM -0500, Schincke, Keith D. (JSC-IT)[MEI] wrote: > Hey Guys, > > We are configuring our RT 3.6.1 installed with apt on Debian etch and > are seeing a sorting issue when granting user specific rights. > All of the users are displayed in the as created order instead of user > name order. > > Here are two locations where this can be seen: > Configuration->Queues->Select queue->User Rights > Configuration->Custom Fields->Select custom field->User Rights > > Has this been changed in the current version? > > Thanks for any info, > > Keith > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > 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 Aug 9 13:16:20 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 09 Aug 2007 13:16:20 -0400 Subject: [rt-users] I forgot how to do this In-Reply-To: <46BA1C27.5060104@yahoo.com> References: <46BA1C27.5060104@yahoo.com> Message-ID: <46BB4BE4.7040308@yahoo.com> Mathew Snyder wrote: > I need to get a list of all of the values for one particular custom field. I > had a script which did this after about a week or two of banging my head against > my desk. However, I no longer have this script and am left banging my head > again as I've forgotten how to gather this list up. > > I've tried using CustomFieldValue, CustomFieldValues, CustomField and > CustomFields. I can't for the life of me figure out how to do this. Can > someone point me in the right direction? > Can anyone help with this? I've exhausted all of the ideas I've come up with to sort it out. Mathew From garyo at genarts.com Thu Aug 9 13:20:48 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Thu, 09 Aug 2007 13:20:48 -0400 Subject: [rt-users] Re: Query to find open tickets where customer hasn't been replied to In-Reply-To: <46BA99F8.1040707@bluegecko.net> References: <46BA6CC3.90601@genarts.com> <46BA99F8.1040707@bluegecko.net> Message-ID: <46BB4CF0.5030708@genarts.com> Robert Long wrote: > Gary Oberbrunner wrote: >> Isn't this a common thing, to want to find the open tickets that aren't >> being handled in a timely fashion? > How about setting up a custom field like "Where the ball lays" with > values of "Customer" or "Us". Then write a scrip to flip that value if > one of your people replies to the ticket ( if they're all part of the > same group this would be easy ), and another scrip to flip the value > back if the ticket is updated by someone else (You could do this all in > the same scrip I do suppose, for some reason I opted to do it in two). > > Then you can just create a search for 'not resolved' and 'The ball is in > our court'.. I even go so far as to have my RT at a glance configured > so I list tickets I need to respond to separately from those that I have > responded to. OK, that's clever. I'm going to look into that. Thank you! -- Gary From garyo at genarts.com Thu Aug 9 13:20:48 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Thu, 09 Aug 2007 13:20:48 -0400 Subject: [rt-users] Re: Query to find open tickets where customer hasn't been replied to In-Reply-To: <46BA99F8.1040707@bluegecko.net> References: <46BA6CC3.90601@genarts.com> <46BA99F8.1040707@bluegecko.net> Message-ID: <46BB4CF0.5030708@genarts.com> Robert Long wrote: > Gary Oberbrunner wrote: >> Isn't this a common thing, to want to find the open tickets that aren't >> being handled in a timely fashion? > How about setting up a custom field like "Where the ball lays" with > values of "Customer" or "Us". Then write a scrip to flip that value if > one of your people replies to the ticket ( if they're all part of the > same group this would be easy ), and another scrip to flip the value > back if the ticket is updated by someone else (You could do this all in > the same scrip I do suppose, for some reason I opted to do it in two). > > Then you can just create a search for 'not resolved' and 'The ball is in > our court'.. I even go so far as to have my RT at a glance configured > so I list tickets I need to respond to separately from those that I have > responded to. OK, that's clever. I'm going to look into that. Thank you! -- Gary From jmoseley at corp.xanadoo.com Thu Aug 9 13:28:48 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Thu, 9 Aug 2007 12:28:48 -0500 Subject: [rt-users] I forgot how to do this In-Reply-To: <46BB4BE4.7040308@yahoo.com> Message-ID: Matthew, what are you trying to accomplish? Are you trying to come up with a RT scrip to get these values from within RT, or do you simply need an outside script to provide these details? James Moseley Mathew Snyder To Sent by: RT Users rt-users-bounces@ lists.bestpractic cc al.com Subject Re: [rt-users] I forgot how to do 08/09/2007 12:16 this PM Mathew Snyder wrote: > I need to get a list of all of the values for one particular custom field. I > had a script which did this after about a week or two of banging my head against > my desk. However, I no longer have this script and am left banging my head > again as I've forgotten how to gather this list up. > > I've tried using CustomFieldValue, CustomFieldValues, CustomField and > CustomFields. I can't for the life of me figure out how to do this. Can > someone point me in the right direction? > Can anyone help with this? I've exhausted all of the ideas I've come up with to sort it out. 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 Aug 9 13:27:56 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 09 Aug 2007 13:27:56 -0400 Subject: [rt-users] I forgot how to do this In-Reply-To: References: Message-ID: <46BB4E9C.50608@yahoo.com> I need an outside script to provide the details so I can feed them into another application. Keep up with me and what I'm up to: http://theillien.blogspot.com James Moseley wrote: > Matthew, what are you trying to accomplish? Are you trying to come up with > a RT scrip to get these values from within RT, or do you simply need an > outside script to provide these details? > > > James Moseley > > > > > > Mathew Snyder > com> To > Sent by: RT Users > rt-users-bounces@ > lists.bestpractic cc > al.com > Subject > Re: [rt-users] I forgot how to do > 08/09/2007 12:16 this > PM > > > > > > > > > > Mathew Snyder wrote: >> I need to get a list of all of the values for one particular custom > field. I >> had a script which did this after about a week or two of banging my head > against >> my desk. However, I no longer have this script and am left banging my > head >> again as I've forgotten how to gather this list up. >> >> I've tried using CustomFieldValue, CustomFieldValues, CustomField and >> CustomFields. I can't for the life of me figure out how to do this. Can >> someone point me in the right direction? >> > > Can anyone help with this? I've exhausted all of the ideas I've come up > with to > sort it out. > > 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 rfh at pipex.net Thu Aug 9 13:28:47 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 09 Aug 2007 18:28:47 +0100 Subject: [rt-users] Re: Query to find open tickets where customer hasn't been replied to In-Reply-To: <46BB4CF0.5030708@genarts.com> References: <46BA6CC3.90601@genarts.com> <46BA99F8.1040707@bluegecko.net> <46BB4CF0.5030708@genarts.com> Message-ID: <46BB4ECF.9010901@pipex.net> A working practise that we use here (and I believe its common) is if we are waiting on a customer response set the ticket to stalled .. There are global scrip that open the ticket again on correspond (assuming that your customers can only respond to tickets and not comment) .. Regards; Roy Gary Oberbrunner wrote: > Robert Long wrote: > >> Gary Oberbrunner wrote: >> >>> Isn't this a common thing, to want to find the open tickets that aren't >>> being handled in a timely fashion? >>> >> How about setting up a custom field like "Where the ball lays" with >> values of "Customer" or "Us". Then write a scrip to flip that value if >> one of your people replies to the ticket ( if they're all part of the >> same group this would be easy ), and another scrip to flip the value >> back if the ticket is updated by someone else (You could do this all in >> the same scrip I do suppose, for some reason I opted to do it in two). >> >> Then you can just create a search for 'not resolved' and 'The ball is in >> our court'.. I even go so far as to have my RT at a glance configured >> so I list tickets I need to respond to separately from those that I have >> responded to. >> > > OK, that's clever. I'm going to look into that. Thank you! > > -- Gary > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From rfh at pipex.net Thu Aug 9 13:46:10 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 09 Aug 2007 18:46:10 +0100 Subject: [rt-users] I forgot how to do this In-Reply-To: <46BB4E9C.50608@yahoo.com> References: <46BB4E9C.50608@yahoo.com> Message-ID: <46BB52E2.8010804@pipex.net> Matthew; If you want (needed urgent) you can get your data using dbi and query the tables directly, the queries you need: select o.content from ObjectCustomFieldValues o left join CustomFields c on o.CustomField = c.id where c.Name = 'Environment'; I don't **think** there is a way within the RT methods to grab all values for a particular CF, from what I've seen it'll expect a ticket id (ie pull the value for one ticket) ..but I might be wrong .. if you are desperate use dbi as I mentioned above. Regards; Roy Mathew Snyder wrote: > I need an outside script to provide the details so I can feed them into another > application. > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > James Moseley wrote: > >> Matthew, what are you trying to accomplish? Are you trying to come up with >> a RT scrip to get these values from within RT, or do you simply need an >> outside script to provide these details? >> >> >> James Moseley >> >> >> >> >> >> Mathew Snyder >> > com> To >> Sent by: RT Users >> rt-users-bounces@ >> lists.bestpractic cc >> al.com >> Subject >> Re: [rt-users] I forgot how to do >> 08/09/2007 12:16 this >> PM >> >> >> >> >> >> >> >> >> >> Mathew Snyder wrote: >> >>> I need to get a list of all of the values for one particular custom >>> >> field. I >> >>> had a script which did this after about a week or two of banging my head >>> >> against >> >>> my desk. However, I no longer have this script and am left banging my >>> >> head >> >>> again as I've forgotten how to gather this list up. >>> >>> I've tried using CustomFieldValue, CustomFieldValues, CustomField and >>> CustomFields. I can't for the life of me figure out how to do this. Can >>> someone point me in the right direction? >>> >>> >> Can anyone help with this? I've exhausted all of the ideas I've come up >> with to >> sort it out. >> >> 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 jmoseley at corp.xanadoo.com Thu Aug 9 13:48:56 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Thu, 9 Aug 2007 12:48:56 -0500 Subject: [rt-users] I forgot how to do this In-Reply-To: <46BB4E9C.50608@yahoo.com> Message-ID: The easiest thing to do would be to write a simple perl script using a DB perl module, such as DBI, to query to the database using the syntax provided by Forrest yesterday: SELECT DISTINCT CustomFieldValues.Name FROM CustomFieldValues JOIN CustomFields ON CustomFields.id=CustomFieldValues.CustomField WHERE CustomField.Name='YourCustomField' I beleive you stated yesterday you wanted to avoid installing a perl module to do this, only wanted to use the API, etc. However, getting this info via direct SQL query seems to be the most straightforward approach to me. Unfortunatley, I am not familiar with the API, so I can't help you there. James Moseley Mathew Snyder To James Moseley 08/09/2007 12:27 PM cc RT Users Subject Re: [rt-users] I forgot how to do this I need an outside script to provide the details so I can feed them into another application. Keep up with me and what I'm up to: http://theillien.blogspot.com James Moseley wrote: > Matthew, what are you trying to accomplish? Are you trying to come up with > a RT scrip to get these values from within RT, or do you simply need an > outside script to provide these details? > > > James Moseley > > > > > > Mathew Snyder > com> To > Sent by: RT Users > rt-users-bounces@ > lists.bestpractic cc > al.com > Subject > Re: [rt-users] I forgot how to do > 08/09/2007 12:16 this > PM > > > > > > > > > > Mathew Snyder wrote: >> I need to get a list of all of the values for one particular custom > field. I >> had a script which did this after about a week or two of banging my head > against >> my desk. However, I no longer have this script and am left banging my > head >> again as I've forgotten how to gather this list up. >> >> I've tried using CustomFieldValue, CustomFieldValues, CustomField and >> CustomFields. I can't for the life of me figure out how to do this. Can >> someone point me in the right direction? >> > > Can anyone help with this? I've exhausted all of the ideas I've come up > with to > sort it out. > > 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 Aug 9 13:48:51 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 09 Aug 2007 13:48:51 -0400 Subject: [rt-users] I forgot how to do this In-Reply-To: <46BB52E2.8010804@pipex.net> References: <46BB4E9C.50608@yahoo.com> <46BB52E2.8010804@pipex.net> Message-ID: <46BB5383.30300@yahoo.com> That the thing. I've done it before. I just don't have the code I used so I don't have anything to look at. Although, I may have simply pulled down *all* of the custom field values and told the script to skip those from custom fields I wasn't looking for. Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: > Matthew; > > If you want (needed urgent) you can get your data using dbi and query > the tables directly, the queries you need: > select o.content from ObjectCustomFieldValues o left join CustomFields c > on o.CustomField = c.id where c.Name = 'Environment'; > > I don't **think** there is a way within the RT methods to grab all > values for a particular CF, from what I've seen it'll expect a ticket id > (ie pull the value for one ticket) ..but I might be wrong .. if you are > desperate use dbi as I mentioned above. > > Regards; > Roy > > > Mathew Snyder wrote: >> I need an outside script to provide the details so I can feed them >> into another >> application. >> >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> >> >> James Moseley wrote: >> >>> Matthew, what are you trying to accomplish? Are you trying to come >>> up with >>> a RT scrip to get these values from within RT, or do you simply need an >>> outside script to provide these details? >>> >>> >>> James Moseley >>> >>> >>> >>> >>> >>> Mathew >>> Snyder >>> >> >>> com> To >>> Sent by: RT >>> Users >>> rt-users-bounces@ >>> >>> lists.bestpractic cc >>> >>> al.com >>> >>> Subject Re: [rt-users] I >>> forgot how to do 08/09/2007 12:16 >>> this >>> PM >>> >>> >>> >>> >>> >>> >>> >>> >>> >>> Mathew Snyder wrote: >>> >>>> I need to get a list of all of the values for one particular custom >>>> >>> field. I >>> >>>> had a script which did this after about a week or two of banging my >>>> head >>>> >>> against >>> >>>> my desk. However, I no longer have this script and am left banging my >>>> >>> head >>> >>>> again as I've forgotten how to gather this list up. >>>> >>>> I've tried using CustomFieldValue, CustomFieldValues, CustomField and >>>> CustomFields. I can't for the life of me figure out how to do >>>> this. Can >>>> someone point me in the right direction? >>>> >>>> >>> Can anyone help with this? I've exhausted all of the ideas I've come up >>> with to >>> sort it out. >>> >>> 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 theillien at yahoo.com Thu Aug 9 13:50:54 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 09 Aug 2007 13:50:54 -0400 Subject: [rt-users] I forgot how to do this In-Reply-To: References: Message-ID: <46BB53FE.1020304@yahoo.com> DBI is already installed. RT requires it. I just want to avoid having to use it instead of keeping everything within the RT API. Keep up with me and what I'm up to: http://theillien.blogspot.com James Moseley wrote: > The easiest thing to do would be to write a simple perl script using a DB > perl module, such as DBI, to query to the database using the syntax > provided by Forrest yesterday: > > SELECT DISTINCT CustomFieldValues.Name FROM CustomFieldValues JOIN > CustomFields ON CustomFields.id=CustomFieldValues.CustomField WHERE > CustomField.Name='YourCustomField' > > I beleive you stated yesterday you wanted to avoid installing a perl module > to do this, only wanted to use the API, etc. However, getting this info > via direct SQL query seems to be the most straightforward approach to me. > > Unfortunatley, I am not familiar with the API, so I can't help you there. > > > James Moseley > > > > > > Mathew Snyder > com> To > James Moseley > 08/09/2007 12:27 > PM cc > RT Users > > Subject > Re: [rt-users] I forgot how to do > this > > > > > > > > > > > I need an outside script to provide the details so I can feed them into > another > application. > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > James Moseley wrote: >> Matthew, what are you trying to accomplish? Are you trying to come up > with >> a RT scrip to get these values from within RT, or do you simply need an >> outside script to provide these details? >> >> >> James Moseley >> >> >> >> >> > >> Mathew Snyder > >> >> com> > To >> Sent by: RT Users > >> rt-users-bounces@ > >> lists.bestpractic > cc >> al.com > > Subject >> Re: [rt-users] I forgot how to do > >> 08/09/2007 12:16 this > >> PM > > > > > > >> >> >> >> Mathew Snyder wrote: >>> I need to get a list of all of the values for one particular custom >> field. I >>> had a script which did this after about a week or two of banging my head >> against >>> my desk. However, I no longer have this script and am left banging my >> head >>> again as I've forgotten how to gather this list up. >>> >>> I've tried using CustomFieldValue, CustomFieldValues, CustomField and >>> CustomFields. I can't for the life of me figure out how to do this. > Can >>> someone point me in the right direction? >>> >> Can anyone help with this? I've exhausted all of the ideas I've come up >> with to >> sort it out. >> >> 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 rfh at pipex.net Thu Aug 9 14:10:12 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 09 Aug 2007 19:10:12 +0100 Subject: [rt-users] I forgot how to do this In-Reply-To: <46BB1B69.5030304@yahoo.com> References: <46BA1C27.5060104@yahoo.com> <46BB1B69.5030304@yahoo.com> Message-ID: <46BB5884.4040602@pipex.net> Ok hold on I just looked at your code, what are you looking for the different values you have set for one custom field ; ie 1- you have your Enviroment cf as a select one/multi value cf with different options and you are looking for the different options ?? or 2- are you looking for the values of the Enviromnet cf that have been set by the users on the different tickets ?? RT::CustomFieldValues used for 1 RT::ObjectCustomFieldValues used for 2 (but sorry still can't find the function that may help you) Roy Mathew Snyder wrote: > Mathew Snyder wrote: > >> I need to get a list of all of the values for one particular custom field. I >> had a script which did this after about a week or two of banging my head against >> my desk. However, I no longer have this script and am left banging my head >> again as I've forgotten how to gather this list up. >> >> I've tried using CustomFieldValue, CustomFieldValues, CustomField and >> CustomFields. I can't for the life of me figure out how to do this. Can >> someone point me in the right direction? >> >> > > This is what I'm working with: > #!/usr/bin/perl > > use warnings; > use strict; > use lib '/usr/local/rt3/lib'; > use lib '/usr/local/rt3/local/lib'; > use RT; > use RT::Users; > > RT::LoadConfig(); ## Loading RT config > RT::Init(); ## Initialise RT > > my $cf_name = "Environment"; > my @envs; > > my $cf = RT::CustomFieldValues->new(RT::SystemUser); > $cf->LimitToCustomField($cf_name); > > while (my $cfval = $cf->Next() ){ > print $cfval->Name . "\n"; > }; > > Using Data::Dumper I have the following output: > $VAR1 = bless( { > '_open_parens' => {}, > 'alias_count' => 0, > 'where_clause' => '', > 'order_by' => [ > { > 'ORDER' => 'ASC', > 'FIELD' => 'SortOrder', > 'ALIAS' => 'main' > }, > { > 'ORDER' => 'ASC', > 'FIELD' => 'Name', > 'ALIAS' => 'main' > }, > { > 'ORDER' => 'ASC', > 'FIELD' => 'id', > 'ALIAS' => 'main' > } > ], > 'table' => 'CustomFieldValues', > 'tables' => '', > 'is_limited' => 1, > 'order' => '', > 'user' => bless( { > '_Class' => 'RT::CurrentUser', > '_SB_Record_Primary_RecordCache_key' => 'id=1', > 'table' => 'Users', > 'values' => { > 'creator' => '1', > 'comments' => 'Do not delete > or modify this user. It is integral to RT\'s internal database structures', > 'state' => undef, > 'webencoding' => undef, > 'realname' => 'The RT System > itself', > 'password' => '*NO-PASSWORD*', > 'authsystem' => undef, > 'homephone' => undef, > 'id' => '1', > 'timezone' => undef, > 'lang' => undef, > 'name' => 'RT_System', > 'contactinfosystem' => undef, > 'zip' => undef, > 'emailencoding' => undef, > 'lastupdated' => '2004-05-06 > 17:46:38', > 'signature' => undef, > 'externalauthid' => undef, > 'address1' => undef, > 'workphone' => undef, > 'emailaddress' => undef, > 'freeformcontactinfo' => undef, > 'city' => undef, > 'gecos' => undef, > 'organization' => undef, > 'country' => undef, > 'mobilephone' => undef, > 'nickname' => undef, > 'externalcontactinfoid' => undef, > 'address2' => undef, > 'created' => '2004-05-06 > 17:46:38', > 'pgpkey' => undef, > 'pagerphone' => undef, > 'lastupdatedby' => '0' > }, > 'fetched' => { > 'creator' => 1, > 'comments' => 1, > 'state' => 1, > 'webencoding' => 1, > 'realname' => 1, > 'password' => 1, > 'authsystem' => 1, > 'homephone' => 1, > 'id' => 1, > 'timezone' => 1, > 'lang' => 1, > 'name' => 1, > 'contactinfosystem' => 1, > 'zip' => 1, > 'emailencoding' => 1, > 'signature' => 1, > 'lastupdated' => 1, > 'externalauthid' => 1, > 'address1' => 1, > 'workphone' => 1, > 'emailaddress' => 1, > 'freeformcontactinfo' => 1, > 'city' => 1, > 'gecos' => 1, > 'organization' => 1, > 'country' => 1, > 'mobilephone' => 1, > 'nickname' => 1, > 'externalcontactinfoid' => 1, > 'address2' => 1, > 'created' => 1, > 'pgpkey' => 1, > 'lastupdatedby' => 1, > 'pagerphone' => 1 > } > }, 'RT::CurrentUser' ), > 'limit_clause' => '', > 'DBIxHandle' => bless( { > 'dsn' => 'dbi:mysql:dbname=rt3_devel', > 'DisconnectHandleOnDestroy' => undef, > 'StatementLog' => [] > }, 'RT::Handle' ), > 'restrictions' => { > 'main.CustomField' => [ > { > 'value' => > '\'Environment\'', > 'op' => '=', > 'field' => > 'main.CustomField' > } > ] > }, > 'primary_key' => 'id', > 'auxillary_tables' => '', > 'must_redo_search' => 1, > 'itemscount' => 0, > 'show_rows' => 0, > 'aliases' => [], > 'first_row' => 0 > }, 'RT::CustomFieldValues' ); > > I don't quite get this though. Why won't it print out the values held in the CF? > > 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 Aug 9 14:17:09 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 09 Aug 2007 14:17:09 -0400 Subject: [rt-users] I forgot how to do this In-Reply-To: <46BB5884.4040602@pipex.net> References: <46BA1C27.5060104@yahoo.com> <46BB1B69.5030304@yahoo.com> <46BB5884.4040602@pipex.net> Message-ID: <46BB5A25.9050606@yahoo.com> Number 1 is the correct choice. I am trying to get a list of all of the values within the one custom field. I'm not concerned about what is on the tickets. I just need the values that populate the Select One custom field. Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: > Ok hold on I just looked at your code, what are you looking for the > different values you have set for one custom field ; > ie 1- you have your Enviroment cf as a select one/multi value cf with > different options and you are looking for the different options ?? > or 2- are you looking for the values of the Enviromnet cf that have > been set by the users on the different tickets ?? > > RT::CustomFieldValues used for 1 > RT::ObjectCustomFieldValues used for 2 (but sorry still can't find the > function that may help you) > > Roy > > > Mathew Snyder wrote: >> Mathew Snyder wrote: >> >>> I need to get a list of all of the values for one particular custom >>> field. I >>> had a script which did this after about a week or two of banging my >>> head against >>> my desk. However, I no longer have this script and am left banging >>> my head >>> again as I've forgotten how to gather this list up. >>> >>> I've tried using CustomFieldValue, CustomFieldValues, CustomField and >>> CustomFields. I can't for the life of me figure out how to do this. >>> Can >>> someone point me in the right direction? >>> >>> >> >> This is what I'm working with: >> #!/usr/bin/perl >> >> use warnings; >> use strict; >> use lib '/usr/local/rt3/lib'; >> use lib '/usr/local/rt3/local/lib'; >> use RT; >> use RT::Users; >> >> RT::LoadConfig(); ## Loading RT config >> RT::Init(); ## Initialise RT >> >> my $cf_name = "Environment"; >> my @envs; >> >> my $cf = RT::CustomFieldValues->new(RT::SystemUser); >> $cf->LimitToCustomField($cf_name); >> >> while (my $cfval = $cf->Next() ){ >> print $cfval->Name . "\n"; >> }; >> >> Using Data::Dumper I have the following output: >> $VAR1 = bless( { >> '_open_parens' => {}, >> 'alias_count' => 0, >> 'where_clause' => '', >> 'order_by' => [ >> { >> 'ORDER' => 'ASC', >> 'FIELD' => 'SortOrder', >> 'ALIAS' => 'main' >> }, >> { >> 'ORDER' => 'ASC', >> 'FIELD' => 'Name', >> 'ALIAS' => 'main' >> }, >> { >> 'ORDER' => 'ASC', >> 'FIELD' => 'id', >> 'ALIAS' => 'main' >> } >> ], >> 'table' => 'CustomFieldValues', >> 'tables' => '', >> 'is_limited' => 1, >> 'order' => '', >> 'user' => bless( { >> '_Class' => 'RT::CurrentUser', >> >> '_SB_Record_Primary_RecordCache_key' => 'id=1', >> 'table' => 'Users', >> 'values' => { >> 'creator' => '1', >> 'comments' => 'Do >> not delete >> or modify this user. It is integral to RT\'s internal database >> structures', >> 'state' => undef, >> 'webencoding' => undef, >> 'realname' => 'The >> RT System >> itself', >> 'password' => >> '*NO-PASSWORD*', >> 'authsystem' => undef, >> 'homephone' => undef, >> 'id' => '1', >> 'timezone' => undef, >> 'lang' => undef, >> 'name' => 'RT_System', >> 'contactinfosystem' >> => undef, >> 'zip' => undef, >> 'emailencoding' => >> undef, >> 'lastupdated' => >> '2004-05-06 >> 17:46:38', >> 'signature' => undef, >> 'externalauthid' => >> undef, >> 'address1' => undef, >> 'workphone' => undef, >> 'emailaddress' => >> undef, >> >> 'freeformcontactinfo' => undef, >> 'city' => undef, >> 'gecos' => undef, >> 'organization' => >> undef, >> 'country' => undef, >> 'mobilephone' => undef, >> 'nickname' => undef, >> >> 'externalcontactinfoid' => undef, >> 'address2' => undef, >> 'created' => >> '2004-05-06 >> 17:46:38', >> 'pgpkey' => undef, >> 'pagerphone' => undef, >> 'lastupdatedby' => '0' >> }, >> 'fetched' => { >> 'creator' => 1, >> 'comments' => 1, >> 'state' => 1, >> 'webencoding' => 1, >> 'realname' => 1, >> 'password' => 1, >> 'authsystem' => 1, >> 'homephone' => 1, >> 'id' => 1, >> 'timezone' => 1, >> 'lang' => 1, >> 'name' => 1, >> 'contactinfosystem' >> => 1, >> 'zip' => 1, >> 'emailencoding' => 1, >> 'signature' => 1, >> 'lastupdated' => 1, >> 'externalauthid' => 1, >> 'address1' => 1, >> 'workphone' => 1, >> 'emailaddress' => 1, >> >> 'freeformcontactinfo' => 1, >> 'city' => 1, >> 'gecos' => 1, >> 'organization' => 1, >> 'country' => 1, >> 'mobilephone' => 1, >> 'nickname' => 1, >> >> 'externalcontactinfoid' => 1, >> 'address2' => 1, >> 'created' => 1, >> 'pgpkey' => 1, >> 'lastupdatedby' => 1, >> 'pagerphone' => 1 >> } >> }, 'RT::CurrentUser' ), >> 'limit_clause' => '', >> 'DBIxHandle' => bless( { >> 'dsn' => >> 'dbi:mysql:dbname=rt3_devel', >> 'DisconnectHandleOnDestroy' >> => undef, >> 'StatementLog' => [] >> }, 'RT::Handle' ), >> 'restrictions' => { >> 'main.CustomField' => [ >> { >> 'value' => >> '\'Environment\'', >> 'op' => >> '=', >> 'field' => >> 'main.CustomField' >> } >> ] >> }, >> 'primary_key' => 'id', >> 'auxillary_tables' => '', >> 'must_redo_search' => 1, >> 'itemscount' => 0, >> 'show_rows' => 0, >> 'aliases' => [], >> 'first_row' => 0 >> }, 'RT::CustomFieldValues' ); >> >> I don't quite get this though. Why won't it print out the values held >> in the CF? >> >> 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 Aug 9 14:37:00 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 09 Aug 2007 14:37:00 -0400 Subject: [rt-users] I forgot how to do this In-Reply-To: <46BB5884.4040602@pipex.net> References: <46BA1C27.5060104@yahoo.com> <46BB1B69.5030304@yahoo.com> <46BB5884.4040602@pipex.net> Message-ID: <46BB5ECC.2070502@yahoo.com> I figured it out. I knew that something had to be doing what I was asking because if I need to alter a custom field, all of the values are populated into the Modify.html file. Looking at that I discovered that I needed to use the ValuesObj method of CustomField. That said, I have this: #!/usr/bin/perl use warnings; use strict; use lib '/usr/local/rt3/lib'; use lib '/usr/local/rt3/local/lib'; use RT; use RT::Users; use RT::CustomFieldValues; RT::LoadConfig(); ## Loading RT config RT::Init(); ## Initialise RT my $cf_id = 1; my $cf = new RT::CustomField(RT::SystemUser); $cf->Load($cf_id); my $cfVals = $cf->ValuesObj; while (my $cfVal = $cfVals->Next){ print $cfVal->Name . "\n"; } This gives me the output I was expecting from the get go. I appreciate all of the input and thoughts. They actually pushed me in the direction I needed to go even if they weren't the answer on a silver platter :) Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: > Ok hold on I just looked at your code, what are you looking for the > different values you have set for one custom field ; > ie 1- you have your Enviroment cf as a select one/multi value cf with > different options and you are looking for the different options ?? > or 2- are you looking for the values of the Enviromnet cf that have > been set by the users on the different tickets ?? > > RT::CustomFieldValues used for 1 > RT::ObjectCustomFieldValues used for 2 (but sorry still can't find the > function that may help you) > > Roy > From sven.sternberger at desy.de Thu Aug 9 14:11:45 2007 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 09 Aug 2007 20:11:45 +0200 Subject: [rt-users] Help for installing RT on rpm based linux distributions! Message-ID: <1186683105.5809.24.camel@pcx4546.desy.de> Hi! probably most of you know this already. I was always looking for the glue between the cpan and rpm packages, and http://perl.arix.com/cpan2rpm/ looks really nice, and it helped me now several times (it's not the perfect solution), but to build a recent version of SearchBuilder it is quite good. So it helps you do package the trillions of dependencies of RT, and you don't have to use the evil CPAN packages ;-) regards! sven From tobias at formelheinz.de Thu Aug 9 15:23:02 2007 From: tobias at formelheinz.de (Tobias Heinz) Date: Thu, 09 Aug 2007 21:23:02 +0200 Subject: [rt-users] Odd requirement - out of ideas - Search for tickets where the ticket id matches last two digits. Message-ID: <46BB6996.5070006@formelheinz.de> Dear All, I have a little odd requirement: My rt (3.4.1 postgres debian) users want to search / match tickets by last digits. Example: Search for last digits 13 should match 13 113 213 ... 12413 54813 ... I have tried to build an appropriate query string using something like: $m->comp("/Search/Results.html", Query => "Id LIKE $query AND ($status)"); or matching regex $m->comp("/Search/Results.html", Query => 'Id ~ \''.$query.'$\' AND ($status)"); but this does not work. Is this due to the constraints of TicketSQL or am I missing something else? Is there someone who could point me in the right direction? Best regards and many thanks for any help in advance Tobias Heinz From kelly.terry.jones at gmail.com Fri Aug 10 22:42:25 2007 From: kelly.terry.jones at gmail.com (Kelly Jones) Date: Fri, 10 Aug 2007 20:42:25 -0600 Subject: [rt-users] Stripping attachments when tickets are created/updated Message-ID: <26face530708101942g49fc0615rd753e269b9cc14f0@mail.gmail.com> Using a MySQL client, it's fairly easy to move large RT attachments to another location and replace them with "This file can be found at ftp://fileserver.mycompany.com/queuename/attachmentid". Large attachments clutter MySQL and slow down full text searching and other operations (they *shouldn't* [because RT uses lots of INDEXes, etc], but they do-- not sure why). Can I "strip" attachments in real time? Write some sort of "hook" that runs just before an email is INSERTed into the MySQL tables? Stripping attachments via cron is a big kludgey (especially since I have to do "OPTIMIZE TABLE" each time). -- 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 darren at mepad.net Sat Aug 11 07:54:59 2007 From: darren at mepad.net (Darren Ellis) Date: Sat, 11 Aug 2007 07:54:59 -0400 Subject: [rt-users] Search Custom Field for Today's Date In-Reply-To: <26face530708101942g49fc0615rd753e269b9cc14f0@mail.gmail.com> References: <26face530708101942g49fc0615rd753e269b9cc14f0@mail.gmail.com> Message-ID: <21B841EC-A403-4FC6-A4EE-072204DDE06F@mepad.net> Hi All, I am using RT 3.6.4 on CentOS 5.0. Everything stock seems to be working fine. I've defined a few custom fields, one of which I am using as an appointment date field. I would like to create a saved search called "Today's Assignments" that automatically searches the date field for today's date and returns matches. Googling led me to articles that implied that you could use "TODAY" or "today" as a search criterion. As yet I am unable to successfully make this search work. I have tried the following date formats in the field: YYYYMMDD (20070811) MM/DD/YYYY (8/11/2007) My search criterion line is: AND 'CF.{Appt. Date} = 'today' I have also tried: AND 'CF.{Appt. Date} = 'TODAY' I looked through my copy of RT Essentials and didn't find the information I needed there either. Can anyone help? Thanks. Darren -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From list-rt at neversleep.net Sat Aug 11 19:06:15 2007 From: list-rt at neversleep.net (Ron Allred) Date: Sat, 11 Aug 2007 16:06:15 -0700 Subject: [rt-users] Re: RTx-Shredder 'ERROR: Can't locate object method "caught" via package "RTx::Shredder::Exception::Info"' In-Reply-To: References: Message-ID: <46BE40E7.30507@neversleep.net> I found the solution to this on my RT3.4. The object/ticket RTx::Shredder was trying to purge, probably has more than 1000 rows in the Transactions table. This limit is imposed to prevent loops; and destructive actions by the Shredder. You can verify/test this in SQL with the following query: SELECT count(*) FROM Transactions WHERE ObjectId= If your count is > 1000 you will need to edit your RT_SiteConfig.pm file. Add the line: Set($DependenciesLimit, 5000); (Where 5000 is greater than the line count of the item(ticket) in the Transactions table.) Remember to comment-out or remove this line after your shredding! Regards, Ron Martin Barry wrote: > hi all > > i'm using RTx-Shredder-0.06 to remove deleted tickets. it has blocked at a > particular ticket and throws the following: > > ERROR: Can't locate object method "caught" via package > "RTx::Shredder::Exception::Info" at /opt/rt/3.4.5/local/lib/RTx/Shredder.pm > line 426. > > there is no method caught in > /opt/rt/3.4.5/local/lib/RTx/Shredder/Exceptions.pm > > any hints? > > cheers > marty > > -- > "It takes only one drink to get me drunk. The trouble is, I can't remember > if it's the thirteenth or the fourteenth." - George Burns > From damjan.pipan at xlab.si Sun Aug 12 14:26:15 2007 From: damjan.pipan at xlab.si (Damjan Pipan) Date: Sun, 12 Aug 2007 20:26:15 +0200 Subject: [rt-users] How to add line into histroy from custom action scrip In-Reply-To: <20070812160007.0C7444D80C9@diesel.bestpractical.com> Message-ID: <20070812182621.CDAB65E6668@gw.xlab.si> Hi, I have written a custom action scrip which preveents some changes (resolve on tickets). I can _Set back the old value with no problem. I would like to show in result section some custom message - permission denied and add to the history some custom message instead of default - status changed. Can I do this through Transaction object or somehow on custom action scrip? Damjan Pipan ISL TEAM From kleemann at scharp.org Sun Aug 12 15:02:26 2007 From: kleemann at scharp.org (Robert Kleemann) Date: Sun, 12 Aug 2007 12:02:26 -0700 Subject: [rt-users] unable to form query in TicketSQL; can RT do SQL? Message-ID: <46BF5942.1010406@scharp.org> I'm trying to do the query "show me any tickets that I've touched in any way in the past three weeks." I've tried to use the query ui and TicketSQL but couldn't find a query that worked. I have access to the postgres DB that runs our RT system so I was able to form the following SQL query that works: select distinct foo.id, tickets.subject from ( select transactions.objectid, transactions.created, tickets.id from transactions, tickets where transactions.creator=(select users.id from users where name='kleemann') and objecttype='RT::Ticket' and transactions.created > (now()- interval '3 weeks') and transactions.objectid = tickets.id ) as foo, tickets where foo.id=tickets.id ; I'd like to have the query results available in RT so I could have a list of ticket links. Is there a way to make RT use a query like this? Is there an easier way to do this? thanks! Robert. From simon.westwood at timico.co.uk Mon Aug 13 04:28:19 2007 From: simon.westwood at timico.co.uk (Simon Westwood) Date: Mon, 13 Aug 2007 09:28:19 +0100 Subject: [rt-users] Quicksearch problem Message-ID: <7BE13EBEBD63E34EB84EF45ED97F2234924A18@exchsrv01.Timico.local> Hi, The quicksearch on our install of RT 3.4.5 doesn't appear to be working, when a search is performed RT directs you to the "You're almost there" configuration page however the rest of RT is working fine. This is a new installation based on the debian RT package. Any advice or pointers on where to begin looking most approached Simon --Legal Notice-- This email and its attachments are intented for the above named only and may be confidential. If this email has come to you in error, please reply to it and highlight this to us. You must not take any action on the email, nor must you copy or show it to anyone. Although we have taken steps to ensure that this email and attachments are free from any virus, we advise that in keeping with good computing practice, the recipient should ensure that their systems are free of viruses. From Uli.Staerk at globalways.net Mon Aug 13 06:37:39 2007 From: Uli.Staerk at globalways.net (Uli Staerk) Date: Mon, 13 Aug 2007 12:37:39 +0200 Subject: [rt-users] Query taking 30 minutes and more Message-ID: When I run the following query: Content LIKE 'sch?fer' OR Subject LIKE 'sch?fer' OR Subject LIKE 'tekom' OR Content LIKE 'tekom' OR Requestor.EmailAddress LIKE 'tekom' OR Requestor.EmailAddress LIKE 'schaefer' OR Subject LIKE 'schaefer' OR Content LIKE 'schaefer' OR Requestor.Name LIKE 'schaefer' OR Requestor.Name LIKE 'sch?fer' This Query takes (currently) 30 Minutes and I'm still waiting. Can anyone reproduce this problem? I'm using RT 3.4.5 From ian.marlier at studentuniverse.com Mon Aug 13 07:03:57 2007 From: ian.marlier at studentuniverse.com (Marlier, Ian) Date: Mon, 13 Aug 2007 07:03:57 -0400 Subject: [rt-users] Query taking 30 minutes and more In-Reply-To: References: Message-ID: > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Uli Staerk > Sent: Monday, August 13, 2007 6:38 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Query taking 30 minutes and more > > When I run the following query: > Content LIKE 'sch?fer' > OR Subject LIKE 'sch?fer' > OR Subject LIKE 'tekom' > OR Content LIKE 'tekom' > OR Requestor.EmailAddress LIKE 'tekom' > OR Requestor.EmailAddress LIKE 'schaefer' > OR Subject LIKE 'schaefer' > OR Content LIKE 'schaefer' > OR Requestor.Name LIKE 'schaefer' > OR Requestor.Name LIKE 'sch?fer' > > This Query takes (currently) 30 Minutes and I'm still > waiting. Can anyone reproduce this problem? I'm using RT 3.4.5 I had occasional problems like that with 3.4.5, and never did find a solution. Upgrading to RT 3.6 cleared them up. It might be worth looking into.... Not immediately helpful, but... - Ian From JoopvandeWege at mococo.nl Mon Aug 13 07:13:09 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Mon, 13 Aug 2007 13:13:09 +0200 Subject: [rt-users] Query taking 30 minutes and more In-Reply-To: References: Message-ID: <46C03CC5.5020603@mococo.nl> Marlier, Ian wrote: > > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >> Of Uli Staerk >> Sent: Monday, August 13, 2007 6:38 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Query taking 30 minutes and more >> >> When I run the following query: >> Content LIKE 'sch?fer' >> OR Subject LIKE 'sch?fer' >> OR Subject LIKE 'tekom' >> OR Content LIKE 'tekom' >> OR Requestor.EmailAddress LIKE 'tekom' >> OR Requestor.EmailAddress LIKE 'schaefer' >> OR Subject LIKE 'schaefer' >> OR Content LIKE 'schaefer' >> OR Requestor.Name LIKE 'schaefer' >> OR Requestor.Name LIKE 'sch?fer' >> >> This Query takes (currently) 30 Minutes and I'm still >> waiting. Can anyone reproduce this problem? I'm using RT 3.4.5 > > I had occasional problems like that with 3.4.5, and never did find a solution. Upgrading to RT 3.6 cleared them up. It might be worth looking into.... The OR Requestor part is speeded up in RT 3.6.4 but there is a second problem which is the searching for %conten% in the Content column. I know it is standard policy to pre and post pend % on search terms but this way it will always kill performence when you search for ticket body text. One way to solve this is to stop the pre/post pend action and explicitly ask for it in the query builder. Second, Mysql doesn't index Content so this always leads to a full tablescan which can hurt really bad if you have lots of large attachments. The only solution that I know of is to switch to Oracle and use a couple of patches so that you enable OracleText on that column. Joop From ignacio.vazquez at inteco.es Mon Aug 13 07:09:03 2007 From: ignacio.vazquez at inteco.es (Ignacio Vazquez Alvarez) Date: Mon, 13 Aug 2007 13:09:03 +0200 Subject: [rt-users] RTFM Article fail Message-ID: <4A0A57AB902FF9478570078691DCD99F687FE9@srv-mail.inteco.local> Hi everyone, We have: ??????????? -RT 3.7.13 ??????????? -RTFM 2.2 ORC6 ??????????? -RT-IR 2.3.3 ??????????? -Apache 1.3.34 / FastCgi Hello, when we Reply to an Incident Report and we insert an RTFM article, if we try to make a new reply, we get this error: error: comp called without component - must pass a path or component object at /usr/share/perl5/HTML/Mason/Request.pm line 1196. context: ... 1192: # 1193: my $path; 1194: my $comp = shift; 1195: if (!ref($comp)) { 1196: die "comp called without component - must pass a path or component object" 1197: unless defined($comp); 1198: $path = $comp; 1199: my $error; 1200: $comp = $self->fetch_comp($path, undef, \$error) ... code stack: /usr/share/perl5/HTML/Mason/Request.pm:1196 /opt/rt3/share/html/Elements/MessageBox:49 /opt/rt3/share/html/RTIR/Elements/UpdateData:52 /opt/rt3/share/html/RTIR/Update.html:97 /opt/rt3/share/html/autohandler:298 Has anyone seen this before? Thanks in advance, From azfarhusain at yahoo.com Mon Aug 13 08:12:13 2007 From: azfarhusain at yahoo.com (Its Azfar) Date: Mon, 13 Aug 2007 05:12:13 -0700 (PDT) Subject: [rt-users] RT/RTFM multiple instances Message-ID: <124053.39169.qm@web39506.mail.mud.yahoo.com> I want to run the multiple instances of RT & RTFM for multiple domains on same machine. Can somebody give me directions for it. ____________________________________________________________________________________ Choose the right car based on your needs. Check out Yahoo! Autos new Car Finder tool. http://autos.yahoo.com/carfinder/ From tobias at heinz.bz Mon Aug 13 08:33:36 2007 From: tobias at heinz.bz (Tobias Heinz) Date: Mon, 13 Aug 2007 14:33:36 +0200 Subject: [rt-users] Query taking 30 minutes and more In-Reply-To: References: Message-ID: <46C04FA0.4030001@heinz.bz> Marlier, Ian schrieb: > > > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >> Of Uli Staerk >> Sent: Monday, August 13, 2007 6:38 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Query taking 30 minutes and more >> >> When I run the following query: >> Content LIKE 'sch?fer' >> OR Subject LIKE 'sch?fer' >> OR Subject LIKE 'tekom' >> OR Content LIKE 'tekom' >> OR Requestor.EmailAddress LIKE 'tekom' >> OR Requestor.EmailAddress LIKE 'schaefer' >> OR Subject LIKE 'schaefer' >> OR Content LIKE 'schaefer' >> OR Requestor.Name LIKE 'schaefer' >> OR Requestor.Name LIKE 'sch?fer' >> >> This Query takes (currently) 30 Minutes and I'm still >> waiting. Can anyone reproduce this problem? I'm using RT 3.4.5 >> > > I had occasional problems like that with 3.4.5, and never did find a solution. Upgrading to RT 3.6 cleared them up. It might be worth looking into.... > > Not immediately helpful, but... > > - Ian > _______________________________________________ > In my 3.4 it helped to add an index on the user table / username. With each incoming mail address creating a new (unpriviledged) user, the user table grows quickly and the index speeds up searches containing the Requestor a lot. - hope this helps Tobias From kellermg at potsdam.edu Mon Aug 13 09:27:47 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Mon, 13 Aug 2007 09:27:47 -0400 Subject: [rt-users] RT/RTFM multiple instances In-Reply-To: <124053.39169.qm@web39506.mail.mud.yahoo.com> References: <124053.39169.qm@web39506.mail.mud.yahoo.com> Message-ID: <1187011667.3399.12.camel@mlap> Check the FAQ: http://wiki.bestpractical.com/view/FAQ Search for "multiple instances" On Mon, 2007-08-13 at 05:12 -0700, Its Azfar wrote: > I want to run the multiple instances of RT & RTFM for > multiple domains on same machine. > > Can somebody give me directions for it. > > > > ____________________________________________________________________________________ > Choose the right car based on your needs. Check out Yahoo! Autos new Car Finder tool. > http://autos.yahoo.com/carfinder/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 nick at ccl4.org Mon Aug 13 10:05:10 2007 From: nick at ccl4.org (Nicholas Clark) Date: Mon, 13 Aug 2007 15:05:10 +0100 Subject: [rt-users] maintainably tagging custom fields for CSS Message-ID: <20070813140510.GS19683@plum.flirble.org> I see that in the create ticket page, the HTML for custom fields is tagged with IDs for CSS like this: This is (I believe) enough to allow CSS to be used to tweak the visual layout of the ticket creation page without having to touch the RT code itself. However, that '5' scares me. That's the ID of the custom field within the RT instance, isn't it? That's not something I control. Is there a way to get RT to generate HTML to identify fields to CSS by name? So that I don't have to rely on the development systems being perfect clones, and never going out of sync. If not, is there a clean way to add this? Nicholas Clark From jesse at bestpractical.com Mon Aug 13 11:45:31 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 13 Aug 2007 11:45:31 -0400 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: <20070813140510.GS19683@plum.flirble.org> References: <20070813140510.GS19683@plum.flirble.org> Message-ID: <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> On Aug 13, 2007, at 10:05 AM, Nicholas Clark wrote: > I see that in the create ticket page, the HTML for custom fields is > tagged > with IDs for CSS like this: > > > > > This is (I believe) enough to allow CSS to be used to tweak the > visual layout > of the ticket creation page without having to touch the RT code > itself. > > However, that '5' scares me. That's the ID of the custom field > within the RT > instance, isn't it? That's not something I control. Is there a way > to get RT > to generate HTML to identify fields to CSS by name? So that I don't > have to > rely on the development systems being perfect clones, and never > going out of > sync. I'd love a patch that adds more semantic markup for custom fields. (giving the cf names (encoded to deal with things like spaces and chinese ;) around the widgets and labels.) Best, Jesse > If not, is there a clean way to add this? > > Nicholas Clark > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From nick at ccl4.org Mon Aug 13 12:36:50 2007 From: nick at ccl4.org (Nicholas Clark) Date: Mon, 13 Aug 2007 17:36:50 +0100 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> Message-ID: <20070813163650.GU19683@plum.flirble.org> On Mon, Aug 13, 2007 at 11:45:31AM -0400, Jesse Vincent wrote: > I'd love a patch that adds more semantic markup for custom fields. > (giving the cf names (encoded to deal with things like spaces and > chinese ;) around the widgets and labels.) mmm, yes. Is there a good way to reliably map text outside the range of legal identifiers into that range, without having too many collisions? (I realise that this might sound like "solve the halting problem" or "integer knapsack" but I think we need "good" rather than "perfect") Nicholas Clark From jesse at bestpractical.com Mon Aug 13 12:55:23 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 13 Aug 2007 12:55:23 -0400 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: <20070813163650.GU19683@plum.flirble.org> References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> <20070813163650.GU19683@plum.flirble.org> Message-ID: <20070813165522.GA492@bestpractical.com> On Mon, Aug 13, 2007 at 05:36:50PM +0100, Nicholas Clark wrote: > On Mon, Aug 13, 2007 at 11:45:31AM -0400, Jesse Vincent wrote: > > > I'd love a patch that adds more semantic markup for custom fields. > > (giving the cf names (encoded to deal with things like spaces and > > chinese ;) around the widgets and labels.) > > mmm, yes. > > Is there a good way to reliably map text outside the range of legal > identifiers into that range, without having too many collisions? > > (I realise that this might sound like "solve the halting problem" or "integer > knapsack" but I think we need "good" rather than "perfect") See if URL-encoding meets the spec? > Nicholas Clark > -- From djengel79 at gmail.com Mon Aug 13 13:25:35 2007 From: djengel79 at gmail.com (David-John Engel) Date: Mon, 13 Aug 2007 13:25:35 -0400 Subject: [rt-users] CLI Message-ID: I am a newbie to RT, I have setup RT and everything is working 100% via the browser. I have configured my apache for port 8080 but when I try to use the CLI I get the following error - rt: Server error: Can't connect to localhost:80 (connect: Connection refused) (500). I have set the webport in RT_SiteConfig.pm to 8080. Ho do I tell CLI to use port 8080? thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Aug 13 13:28:21 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 13 Aug 2007 13:28:21 -0400 Subject: [rt-users] CLI In-Reply-To: References: Message-ID: <20070813172821.GB492@bestpractical.com> On Mon, Aug 13, 2007 at 01:25:35PM -0400, David-John Engel wrote: > I am a newbie to RT, I have setup RT and everything is working 100% via the > browser. I have configured my apache for port 8080 but when I try to use the > CLI I get the following error - > > rt: Server error: Can't connect to localhost:80 (connect: Connection > refused) (500). I have set the webport in RT_SiteConfig.pm to 8080. Ho do I > tell CLI to use port 8080? rt help config should tell you what you need to know. Best, Jesse > > thanks > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From rlong at bluegecko.net Mon Aug 13 13:31:34 2007 From: rlong at bluegecko.net (Robert Long) Date: Mon, 13 Aug 2007 10:31:34 -0700 Subject: [rt-users] CLI In-Reply-To: References: Message-ID: <46C09576.8080001@bluegecko.net> David-John Engel wrote: > I am a newbie to RT, I have setup RT and everything is working 100% > via the browser. I have configured my apache for port 8080 but when I > try to use the CLI I get the following error - > > rt: Server error: Can't connect to localhost:80 (connect: Connection > refused) (500). I have set the webport in RT_SiteConfig.pm to 8080. Ho > do I tell CLI to use port 8080? > > thanks try: "rt help config" you can.. edit/create /etc/rt.conf and put in something like: server http://localhost:8080 or set the variable RTSERVER to "http://localhost:8080" .r' From slackamp at gmail.com Mon Aug 13 14:26:22 2007 From: slackamp at gmail.com (slamp slamp) Date: Mon, 13 Aug 2007 14:26:22 -0400 Subject: [rt-users] only show RT e-mail address in the e-mail Message-ID: <78926d250708131126i4c7fdd1cn5a8efea6d61b12dc@mail.gmail.com> How can I have RT show only the e-mail address associated with the queue? For example if there is a Cc associated with the ticket, how can I disable RT from showing Cc on the e-mail? I want to prevent anyone from reply all. Also how can I extract a Cc from a new e-mail (correspondence) to be added as Cc in RT? Thanks. From vivek at khera.org Mon Aug 13 14:56:16 2007 From: vivek at khera.org (Vivek Khera) Date: Mon, 13 Aug 2007 14:56:16 -0400 Subject: [rt-users] race condition in "take ticket" Message-ID: <7C317C32-6CC9-4DB7-9EA3-38BC688B3E32@khera.org> In the dark ages, I reported some problems we had with our customer service people all clicking "take ticket" at the very same moment, and all of them succeeding (in their own view). This just happened to us again (twice today!) Three people clicked on the take link at the same time, and all three of them were assigned as the owner in succession. The last one is the only one that "stuck". I'm running 3.6.3; the production box hasn't been updated to 3.6.4 yet. Wasn't this race squashed a while back? I'm on postgres if that matters. The ticket history shows it clearly: # Mon Aug 13 14:15:13 2007 pXXXXXX - Taken # Mon Aug 13 14:15:13 2007 mXXXXXX - Taken # Mon Aug 13 14:15:13 2007 sXXXXXX - Taken From jesse at bestpractical.com Mon Aug 13 15:04:20 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 13 Aug 2007 15:04:20 -0400 Subject: [rt-users] race condition in "take ticket" In-Reply-To: <7C317C32-6CC9-4DB7-9EA3-38BC688B3E32@khera.org> References: <7C317C32-6CC9-4DB7-9EA3-38BC688B3E32@khera.org> Message-ID: <20070813190419.GC492@bestpractical.com> On Mon, Aug 13, 2007 at 02:56:16PM -0400, Vivek Khera wrote: > In the dark ages, I reported some problems we had with our customer > service people all clicking "take ticket" at the very same moment, > and all of them succeeding (in their own view). > > This just happened to us again (twice today!) Three people clicked > on the take link at the same time, and all three of them were > assigned as the owner in succession. The last one is the only one > that "stuck". > > I'm running 3.6.3; the production box hasn't been updated to 3.6.4 > yet. Wasn't this race squashed a while back? I'm on postgres if > that matters. I'm pretty sure that Todd submitted a patch that was supposed to sort this out. Todd? > The ticket history shows it clearly: > > > # Mon Aug 13 14:15:13 2007 pXXXXXX - Taken > > # Mon Aug 13 14:15:13 2007 mXXXXXX - Taken > > # Mon Aug 13 14:15:13 2007 sXXXXXX - Taken > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Aug 13 15:16:06 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 13 Aug 2007 15:16:06 -0400 Subject: [rt-users] Questions about EscalatePriority.pm Message-ID: <46C0ADF6.9020805@yahoo.com> 1: when a due date is in the following month, does the DueDate in DueDate-Today come out to the number of days left in the current month + the number of days in the second month up to the due date? If a ticket was created on the 5th of Aug and is due in 30 days it would be due on the 4th of Sept. So today being the 13th, there would be 19 days left in Aug plus the 4 in Sept for a total of 23. Does that mean the figures would be 23 - 19? 2: is the day the ticket is created included as one of the days due in? If a ticket were created yesterday and is due in three days, would it be due tomorrow? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From todd at chaka.net Mon Aug 13 15:11:11 2007 From: todd at chaka.net (Todd Chapman) Date: Mon, 13 Aug 2007 15:11:11 -0400 Subject: [rt-users] race condition in "take ticket" In-Reply-To: <20070813190419.GC492@bestpractical.com> References: <7C317C32-6CC9-4DB7-9EA3-38BC688B3E32@khera.org> <20070813190419.GC492@bestpractical.com> Message-ID: <20070813191111.GO17982@erie.mg2.org> On Mon, Aug 13, 2007 at 03:04:20PM -0400, Jesse Vincent wrote: > > > > On Mon, Aug 13, 2007 at 02:56:16PM -0400, Vivek Khera wrote: > > In the dark ages, I reported some problems we had with our customer > > service people all clicking "take ticket" at the very same moment, > > and all of them succeeding (in their own view). > > > > This just happened to us again (twice today!) Three people clicked > > on the take link at the same time, and all three of them were > > assigned as the owner in succession. The last one is the only one > > that "stuck". > > > > I'm running 3.6.3; the production box hasn't been updated to 3.6.4 > > yet. Wasn't this race squashed a while back? I'm on postgres if > > that matters. > > I'm pretty sure that Todd submitted a patch that was supposed to sort > this out. Todd? > Yeah and I'm pretty sure the fix is in the latest RT release. > > > > The ticket history shows it clearly: > > > > > > # Mon Aug 13 14:15:13 2007 pXXXXXX - Taken > > > > # Mon Aug 13 14:15:13 2007 mXXXXXX - Taken > > > > # Mon Aug 13 14:15:13 2007 sXXXXXX - Taken > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > -- From vivek at khera.org Mon Aug 13 15:18:50 2007 From: vivek at khera.org (Vivek Khera) Date: Mon, 13 Aug 2007 15:18:50 -0400 Subject: [rt-users] race condition in "take ticket" In-Reply-To: <20070813191111.GO17982@erie.mg2.org> References: <7C317C32-6CC9-4DB7-9EA3-38BC688B3E32@khera.org> <20070813190419.GC492@bestpractical.com> <20070813191111.GO17982@erie.mg2.org> Message-ID: On Aug 13, 2007, at 3:11 PM, Todd Chapman wrote: >> I'm pretty sure that Todd submitted a patch that was supposed to sort >> this out. Todd? >> > > Yeah and I'm pretty sure the fix is in the latest RT release. I thought it was sorted out too, but it just bit us after a looooong time. I was waiting for 3.6.5 before disturbing production, but I suppose I'll put in 3.6.4 today and see if we can make it happen again. From theillien at yahoo.com Mon Aug 13 15:20:39 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Mon, 13 Aug 2007 15:20:39 -0400 Subject: [rt-users] Questions about EscalatePriority.pm In-Reply-To: <46C0ADF6.9020805@yahoo.com> References: <46C0ADF6.9020805@yahoo.com> Message-ID: <46C0AF07.90606@yahoo.com> Mathew Snyder wrote: > 1: when a due date is in the following month, does the DueDate in DueDate-Today > come out to the number of days left in the current month + the number of days in > the second month up to the due date? If a ticket was created on the 5th of Aug > and is due in 30 days it would be due on the 4th of Sept. So today being the > 13th, there would be 19 days left in Aug plus the 4 in Sept for a total of 23. > Does that mean the figures would be 23 - 19? That should be 23 - 13 > > 2: is the day the ticket is created included as one of the days due in? If a > ticket were created yesterday and is due in three days, would it be due tomorrow? > From sebsua at gmail.com Mon Aug 13 16:31:54 2007 From: sebsua at gmail.com (sebsua at gmail.com) Date: Mon, 13 Aug 2007 17:31:54 -0300 Subject: [rt-users] Email Notification On Create Message-ID: We been looking to get RT to send an email to an specific email address only when a ticket is created, and not adding it to CC, AdminCC, etc.- Basically this is to notify the Team when they are mobile. Browsing the Wiki i notice a cpl of conditions that gets and email address into CC, we only want to pull and email out and do not modify that Ticket at all. BTW we are not very used to RT Scripts.... Regards, Seb.- From gleduc at mail.sdsu.edu Mon Aug 13 17:29:44 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 13 Aug 2007 14:29:44 -0700 Subject: [rt-users] Email Notification On Create In-Reply-To: References: Message-ID: <6.2.1.2.2.20070813134613.025c83f8@mail.sdsu.edu> Hi Seb, Try this. 1. Create a template (Templates | New template) in the queue that you are working with. Call it "NotifyTeamNewTicket". Paste everything between the 2 "=====" lines below into the Content box: ===== { ### Sends e-mail to team when new ticket is created my $TeamAddress = 'teamaddress at yourcompany.com'; my $FromAddress = 'RT '; my $ticketid = $Ticket->Id; my $queue = $Ticket->QueueObj->Name; my $TicketURL = $RT::WebURL . "Ticket/Display.html?id=$ticketid"; $OUT = "From: $FromAddress To: $TeamAddress Subject: New RT ticket: $queue / $ticketid This is message is to notify you that a new ticket (#$ticketid) has been created in the $queue queue. You can access it at the following URL: $TicketURL Have a nice day, Your Friendly RT ticketing system "; } ===== 2. Change the $FromAddress and $TeamAddress values in the template as appropriate. While you're at it, change the wording of the subject line and message body to reflect what you want to say. DO NOT REMOVE the blank line after Subject:! Don't leave any blank lines before the code in front of the code in the Content box. 3. Create a scrip in your queue (Scrips | New scrip). Use "NotifyTeamNewTicket" for the description. Make the condition "On Create". Make the Action "Notify Other Recipients". Set the Template to "NotifyTeamNewTicket". The Stage should be "TransactionCreate". Leave the boxes under "User Defined conditions and actions" empty. Try it out! Good luck, Gene At 01:31 PM 8/13/2007, sebsua at gmail.com wrote: >We been looking to get RT to send an email to an specific email >address only when a ticket is created, and not adding it to CC, >AdminCC, etc.- > >Basically this is to notify the Team when they are mobile. > >Browsing the Wiki i notice a cpl of conditions that gets and email >address into CC, we only want to pull and email out and do not modify >that Ticket at all. > >BTW we are not very used to RT Scripts.... > >Regards, >Seb.- -- Gene LeDuc, GSEC Security Analyst San Diego State University From asheesh at asheesh.org Mon Aug 13 23:13:20 2007 From: asheesh at asheesh.org (Asheesh Laroia) Date: Mon, 13 Aug 2007 20:13:20 -0700 (PDT) Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> Message-ID: On Mon, 13 Aug 2007, Jesse Vincent wrote: > I'd love a patch that adds more semantic markup for custom fields. (giving > the cf names (encoded to deal with things like spaces and chinese ;) around > the widgets and labels.) You could be blunt but flagrantly correct and base64-encode the UTF-8 bytes of whatever you wanted to put in the place of that 5. -- Asheesh. -- Someday you'll get your big chance -- or have you already had it? From jesse at bestpractical.com Tue Aug 14 00:24:58 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 14 Aug 2007 00:24:58 -0400 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> Message-ID: <4A3D8F26-4168-4636-AAD6-8AAEC4705F64@bestpractical.com> On Aug 13, 2007, at 11:13 PM, Asheesh Laroia wrote: > On Mon, 13 Aug 2007, Jesse Vincent wrote: > >> I'd love a patch that adds more semantic markup for custom fields. >> (giving the cf names (encoded to deal with things like spaces and >> chinese ;) around the widgets and labels.) > > You could be blunt but flagrantly correct and base64-encode the > UTF-8 bytes of whatever you wanted to put in the place of that 5. > That loses all semantic information. URL-encoding is a lot less painful ;) > -- Asheesh. > > -- > Someday you'll get your big chance -- or have you already had it? > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From espenhw at ovitas.no Tue Aug 14 04:01:08 2007 From: espenhw at ovitas.no (Espen Wiborg) Date: Tue, 14 Aug 2007 10:01:08 +0200 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: <20070813165522.GA492@bestpractical.com> (Jesse Vincent's message of "Mon, 13 Aug 2007 12:55:23 -0400") References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> <20070813163650.GU19683@plum.flirble.org> <20070813165522.GA492@bestpractical.com> Message-ID: (Once more, to the list this time.) Jesse Vincent writes: > On Mon, Aug 13, 2007 at 05:36:50PM +0100, Nicholas Clark wrote: >> Is there a good way to reliably map text outside the range of legal >> identifiers into that range, without having too many collisions? >> >> (I realise that this might sound like "solve the halting problem" or "integer >> knapsack" but I think we need "good" rather than "perfect") > See if URL-encoding meets the spec? You'd have to strip out the percent signs; they're not allowed in XML IDs. Other than that, URL-encoding sounds like the best bet. -- Espen Wiborg By all means marry: If you get a good wife, you'll become happy; if you get a bad one, you'll become a philosopher. - Socrates From JoopvandeWege at mococo.nl Tue Aug 14 05:23:17 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Tue, 14 Aug 2007 11:23:17 +0200 Subject: [rt-users] Howto OracleText on the Wiki Message-ID: <46C17485.4000402@mococo.nl> Dear List, After promising so many times to add an article about our OracleText changes to RT, I have done so now. Comments are ofcourse welcome. Joop From bgo at freeplexx.de Tue Aug 14 05:28:25 2007 From: bgo at freeplexx.de (Bernd Gonsior) Date: Tue, 14 Aug 2007 11:28:25 +0200 Subject: [rt-users] Restricted users do not see full listing of "10 newest unowned tickets" Message-ID: <200708141128.25594.bgo@freeplexx.de> Hello, at the start-page is a box showing the "10 newest unowned tickets". Although there is quite a number of such tickets sometimes less than 10 tickets are shown at this page. It seems, that this occurs only if a user with restrictions is logged in. If that user goes to the next page there also only a subset of the possible 10 results is shown. A user without restrictions does see all possible 10 ticket-entries per page. Additional the 'TotalFound-counter' shows the same number of found tickets for the restricted and for the non-restricted user. Of course, the number of unowned tickets depends on the ticket-status and not on the user-rights. But that's a bit confusing for the restricted users. It would be less confusing for them if they would see only the total of that tickets they are allowed to see. Does anybody know how to show 1. all possible 10 ticket-entries per page regardless whether user's right's are restricted or not 2. in case of restricted user's the total of that tickets the user is allowed to see We are using RT 3.4.5. Thanks in advance, Bernd Gonsior From roydepp at gmail.com Tue Aug 14 07:06:47 2007 From: roydepp at gmail.com (Roy Depp) Date: Tue, 14 Aug 2007 14:06:47 +0300 Subject: [rt-users] tried to load a bogus ticket Message-ID: Greetings, When an unprivileged user opens a ticket on any queue the following error happens. Please also note this is RT 3.6.3 with minor customizations and RTx::ResetPassword installed. I've also tried disabling RTx::ResetPassword and scrips, with the same result. The ticket gets created but CCs and AdminCCs are not set correctly, we are unable to see them in the ticket display page (on the People box), but when replying we see them at the bottom on "This message will be sent to...". Any assistance will be appreciated. Please let me know if additional information is required. Aug 14 13:51:35 tlrd-wpms RT: sent To: yagal (/opt/rt3/lib/RT/Action/SendEmail.pm:274) Aug 14 13:51:35 tlrd-wpms RT: Ticket 329 created in queue 'Commatch 40 Yagal Aster' by Commatch.User (/opt/rt3/lib/RT/Ticket_Overlay.pm:754) Aug 14 13:51:35 tlrd-wpms RT: RT::Ticket=HASH(0xa9efa84) tried to load a bogus ticket: 0 (/opt/rt3/lib/RT/Ticket_Overlay.pm:258) Aug 14 13:51:35 tlrd-wpms RT: Couldn't load object RT::Ticket #0 (/opt/rt3/lib/RT/Interface/Web.pm:1212) Aug 14 13:51:35 tlrd-wpms RT: HasRight called with no valid object (/opt/rt3/lib/RT/Principal_Overlay.pm:321) Thank you. From nick at ccl4.org Tue Aug 14 07:22:13 2007 From: nick at ccl4.org (Nicholas Clark) Date: Tue, 14 Aug 2007 12:22:13 +0100 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> <20070813163650.GU19683@plum.flirble.org> <20070813165522.GA492@bestpractical.com> Message-ID: <20070814112213.GW19683@plum.flirble.org> On Tue, Aug 14, 2007 at 10:01:08AM +0200, Espen Wiborg wrote: > (Once more, to the list this time.) > > Jesse Vincent writes: > > On Mon, Aug 13, 2007 at 05:36:50PM +0100, Nicholas Clark wrote: > >> Is there a good way to reliably map text outside the range of legal > >> identifiers into that range, without having too many collisions? > >> > >> (I realise that this might sound like "solve the halting problem" or "integer > >> knapsack" but I think we need "good" rather than "perfect") > > See if URL-encoding meets the spec? > > You'd have to strip out the percent signs; they're not allowed in XML > IDs. Other than that, URL-encoding sounds like the best bet. Thanks. I had no idea about that subtlety of the the XML spec. But I wonder, why do we need to URL encode them? If the RT admin is naming custom fields with characters outside US-ASCII, then the HTML generated will already contain Unicode characters, so why not keep (acceptable) Unicode characters in the values given to the ID tags. If I understand it correctly, the XML 1.1 spec allows most any alphanumeric character in names: http://www.w3.org/TR/xml11/#sec-common-syn so I think it would be possible to produce valid identifiers simply by stripping out all characters not valid in names. (whitespace, punctuation, etc). Names will clash if someone configures two custom fields with names that differ only in punctuation or whitespace, but in that case they pretty much deserve what they are getting :-) Nicholas Clark From phanoko at yahoo.com Tue Aug 14 10:21:46 2007 From: phanoko at yahoo.com (Phanoko) Date: Tue, 14 Aug 2007 07:21:46 -0700 (PDT) Subject: [rt-users] 2 questions on scripts Message-ID: <364745.34705.qm@web53910.mail.re2.yahoo.com> This is the end goal #1. When I create a ticket in the HR queue I would like it to populate reminders. Like a new user build sheet for IT. 1. Create and account on xyz. 2. Generate email address and mail it to Bob the Builder. 3. Take Blanka out to lunch Second goal with scripts. Can I query a LDAP server in a script to retrieve contact information? On Create ldapsearch -x -b ou=people,dc=dog,dc=com cn=$requestor cn telephoneNumber mail ____________________________________________________________________________________ Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/ From theillien at yahoo.com Tue Aug 14 11:23:21 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 14 Aug 2007 11:23:21 -0400 Subject: [rt-users] SetStatus and SetOwner scrip question Message-ID: <46C1C8E9.7020406@yahoo.com> RT 3.6.1 Condition: On Queue Change Action: User Defined Template: Not sure which one I should be using I figure that that the Custom action cleanup code should be $self->TicketObj->SetStatus("new"); and $self->TicketObj->SetOwner("Nobody"); but nothing happens. This is my first attempt at a custom scrip so I don't know what needs to be done/in place for it to work. My Custom Condition is blank, my Custom action preparation code is blank. Any thoughts? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From vivek at khera.org Tue Aug 14 12:11:01 2007 From: vivek at khera.org (Vivek Khera) Date: Tue, 14 Aug 2007 12:11:01 -0400 Subject: [rt-users] race condition in "take ticket" In-Reply-To: <7C317C32-6CC9-4DB7-9EA3-38BC688B3E32@khera.org> References: <7C317C32-6CC9-4DB7-9EA3-38BC688B3E32@khera.org> Message-ID: <4F5E6411-74BC-4016-A7EE-F79072CE3448@khera.org> On Aug 13, 2007, at 2:56 PM, Vivek Khera wrote: > I'm running 3.6.3; the production box hasn't been updated to 3.6.4 > yet. Wasn't this race squashed a while back? I'm on postgres if > that matters. FWIW, my support staff says this has been happening relatively frequently, not just the two they told me about yesterday. From gleduc at mail.sdsu.edu Tue Aug 14 12:19:21 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 14 Aug 2007 09:19:21 -0700 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <46C1C8E9.7020406@yahoo.com> References: <46C1C8E9.7020406@yahoo.com> Message-ID: <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> Hi Mathew, If you have that code in the Cleanup area, make sure you have a "return 1;" in the Prep area (otherwise the Cleanup code doesn't execute). I'm not sure that you can pass "Nobody" to the SetOwner method; I think it wants an Id rather than a name. Use $RT::Nobody->Id to get the Id for "Nobody": $self->TicketObj->SetOwner($RT::Nobody->Id); Regarding which template, it doesn't matter because User Defined actions can't access templates. I always set it to Global:Blank so I don't think that it's actually doing anything. Regards, Gene At 08:23 AM 8/14/2007, Mathew Snyder wrote: >RT 3.6.1 > >Condition: On Queue Change >Action: User Defined >Template: Not sure which one I should be using > >I figure that that the Custom action cleanup code should be >$self->TicketObj->SetStatus("new"); and $self->TicketObj->SetOwner("Nobody"); >but nothing happens. > >This is my first attempt at a custom scrip so I don't know what needs to be >done/in place for it to work. My Custom Condition is blank, my Custom action >preparation code is blank. > >Any thoughts? >Mathew >-- >Keep up with me and what I'm up to: http://theillien.blogspot.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 From theillien at yahoo.com Tue Aug 14 12:39:58 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 14 Aug 2007 12:39:58 -0400 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> Message-ID: <46C1DADE.2020005@yahoo.com> I did what you suggested. It still isn't having an effect. The owner doesn't change nor does the status. Keep up with me and what I'm up to: http://theillien.blogspot.com Gene LeDuc wrote: > Hi Mathew, > > If you have that code in the Cleanup area, make sure you have a "return > 1;" in the Prep area (otherwise the Cleanup code doesn't execute). > > I'm not sure that you can pass "Nobody" to the SetOwner method; I think > it wants an Id rather than a name. Use $RT::Nobody->Id to get the Id > for "Nobody": > $self->TicketObj->SetOwner($RT::Nobody->Id); > > Regarding which template, it doesn't matter because User Defined actions > can't access templates. I always set it to Global:Blank so I don't > think that it's actually doing anything. > > Regards, > Gene > > At 08:23 AM 8/14/2007, Mathew Snyder wrote: >> RT 3.6.1 >> >> Condition: On Queue Change >> Action: User Defined >> Template: Not sure which one I should be using >> >> I figure that that the Custom action cleanup code should be >> $self->TicketObj->SetStatus("new"); and >> $self->TicketObj->SetOwner("Nobody"); >> but nothing happens. >> >> This is my first attempt at a custom scrip so I don't know what needs >> to be >> done/in place for it to work. My Custom Condition is blank, my Custom >> action >> preparation code is blank. >> >> Any thoughts? >> Mathew >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.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 Tue Aug 14 12:59:17 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 14 Aug 2007 12:59:17 -0400 Subject: [rt-users] race condition in "take ticket" In-Reply-To: <4F5E6411-74BC-4016-A7EE-F79072CE3448@khera.org> References: <7C317C32-6CC9-4DB7-9EA3-38BC688B3E32@khera.org> <4F5E6411-74BC-4016-A7EE-F79072CE3448@khera.org> Message-ID: On Aug 14, 2007, at 12:11 PM, Vivek Khera wrote: > > On Aug 13, 2007, at 2:56 PM, Vivek Khera wrote: > >> I'm running 3.6.3; the production box hasn't been updated to 3.6.4 >> yet. Wasn't this race squashed a while back? I'm on postgres if >> that matters. > > FWIW, my support staff says this has been happening relatively > frequently, not just the two they told me about yesterday. > Did you manage to get a 3.6.4 up for testing? -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From gleduc at mail.sdsu.edu Tue Aug 14 13:21:52 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 14 Aug 2007 10:21:52 -0700 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <46C1DADE.2020005@yahoo.com> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> <46C1DADE.2020005@yahoo.com> Message-ID: <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> From your first post, I'm guessing that you want the status and owner set when a ticket is moved into a specific queue. Is this correct? Is your scrip in the "incoming" queue, the queue that the ticket is being moved into? Is anything being logged in your rt.log file? At 09:39 AM 8/14/2007, Mathew Snyder wrote: >I did what you suggested. It still isn't having an effect. The owner doesn't >change nor does the status. > >Keep up with me and what I'm up to: http://theillien.blogspot.com > > >Gene LeDuc wrote: > > Hi Mathew, > > > > If you have that code in the Cleanup area, make sure you have a "return > > 1;" in the Prep area (otherwise the Cleanup code doesn't execute). > > > > I'm not sure that you can pass "Nobody" to the SetOwner method; I think > > it wants an Id rather than a name. Use $RT::Nobody->Id to get the Id > > for "Nobody": > > $self->TicketObj->SetOwner($RT::Nobody->Id); > > > > Regarding which template, it doesn't matter because User Defined actions > > can't access templates. I always set it to Global:Blank so I don't > > think that it's actually doing anything. > > > > Regards, > > Gene > > > > At 08:23 AM 8/14/2007, Mathew Snyder wrote: > >> RT 3.6.1 > >> > >> Condition: On Queue Change > >> Action: User Defined > >> Template: Not sure which one I should be using > >> > >> I figure that that the Custom action cleanup code should be > >> $self->TicketObj->SetStatus("new"); and > >> $self->TicketObj->SetOwner("Nobody"); > >> but nothing happens. > >> > >> This is my first attempt at a custom scrip so I don't know what needs > >> to be > >> done/in place for it to work. My Custom Condition is blank, my Custom > >> action > >> preparation code is blank. > >> > >> Any thoughts? > >> Mathew > >> -- > >> Keep up with me and what I'm up to: http://theillien.blogspot.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 From vivek at khera.org Tue Aug 14 13:37:48 2007 From: vivek at khera.org (Vivek Khera) Date: Tue, 14 Aug 2007 13:37:48 -0400 Subject: [rt-users] race condition in "take ticket" In-Reply-To: References: <7C317C32-6CC9-4DB7-9EA3-38BC688B3E32@khera.org> <4F5E6411-74BC-4016-A7EE-F79072CE3448@khera.org> Message-ID: <7A6F9A8C-4EBB-4EA5-8359-3BA10E64775C@khera.org> On Aug 14, 2007, at 12:59 PM, Jesse Vincent wrote: > > On Aug 14, 2007, at 12:11 PM, Vivek Khera wrote: > >> >> On Aug 13, 2007, at 2:56 PM, Vivek Khera wrote: >> >>> I'm running 3.6.3; the production box hasn't been updated to >>> 3.6.4 yet. Wasn't this race squashed a while back? I'm on >>> postgres if that matters. >> >> FWIW, my support staff says this has been happening relatively >> frequently, not just the two they told me about yesterday. >> > > Did you manage to get a 3.6.4 up for testing? i do, but it has no tickets in it, nor does it have multiple users. I'll do some more testing. From theillien at yahoo.com Tue Aug 14 13:45:11 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 14 Aug 2007 13:45:11 -0400 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> <46C1DADE.2020005@yahoo.com> <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> Message-ID: <46C1EA27.3050908@yahoo.com> I figured out part of it: Typo was causing problems. As a result, the status is now being set to "new" as I was looking for. However, the owner is not being changed. I'm not seeing any errors in rt.log that would indicate why this is. I've only seen the messages telling me that scrips were being prepared and commits were being made. Keep up with me and what I'm up to: http://theillien.blogspot.com Gene LeDuc wrote: > From your first post, I'm guessing that you want the status and owner > set when a ticket is moved into a specific queue. Is this correct? > > Is your scrip in the "incoming" queue, the queue that the ticket is > being moved into? > > Is anything being logged in your rt.log file? > > At 09:39 AM 8/14/2007, Mathew Snyder wrote: >> I did what you suggested. It still isn't having an effect. The owner >> doesn't >> change nor does the status. >> >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> >> >> Gene LeDuc wrote: >> > Hi Mathew, >> > >> > If you have that code in the Cleanup area, make sure you have a "return >> > 1;" in the Prep area (otherwise the Cleanup code doesn't execute). >> > >> > I'm not sure that you can pass "Nobody" to the SetOwner method; I think >> > it wants an Id rather than a name. Use $RT::Nobody->Id to get the Id >> > for "Nobody": >> > $self->TicketObj->SetOwner($RT::Nobody->Id); >> > >> > Regarding which template, it doesn't matter because User Defined >> actions >> > can't access templates. I always set it to Global:Blank so I don't >> > think that it's actually doing anything. >> > >> > Regards, >> > Gene >> > >> > At 08:23 AM 8/14/2007, Mathew Snyder wrote: >> >> RT 3.6.1 >> >> >> >> Condition: On Queue Change >> >> Action: User Defined >> >> Template: Not sure which one I should be using >> >> >> >> I figure that that the Custom action cleanup code should be >> >> $self->TicketObj->SetStatus("new"); and >> >> $self->TicketObj->SetOwner("Nobody"); >> >> but nothing happens. >> >> >> >> This is my first attempt at a custom scrip so I don't know what needs >> >> to be >> >> done/in place for it to work. My Custom Condition is blank, my Custom >> >> action >> >> preparation code is blank. >> >> >> >> Any thoughts? >> >> Mathew >> >> -- >> >> Keep up with me and what I'm up to: http://theillien.blogspot.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 theillien at yahoo.com Tue Aug 14 14:14:40 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 14 Aug 2007 14:14:40 -0400 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> <46C1DADE.2020005@yahoo.com> <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> Message-ID: <46C1F110.3080700@yahoo.com> I've tried: $self->TicketObj->SetOwner("Nobody"); $self->TicketObj->SetOwner(Nobody); $self->TicketObj->SetOwner("10"); $self->TicketObj->SetOwner(10); $self->TicketObj->SetOwner(Name => "Nobody"); $self->TicketObj->SetOwner(Name => Nobody); $self->TicketObj->SetOwner(Id => "10"); $self->TicketObj->SetOwner(Id => 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com Gene LeDuc wrote: > From your first post, I'm guessing that you want the status and owner > set when a ticket is moved into a specific queue. Is this correct? > > Is your scrip in the "incoming" queue, the queue that the ticket is > being moved into? > > Is anything being logged in your rt.log file? > > At 09:39 AM 8/14/2007, Mathew Snyder wrote: >> I did what you suggested. It still isn't having an effect. The owner >> doesn't >> change nor does the status. >> >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> >> >> Gene LeDuc wrote: >> > Hi Mathew, >> > >> > If you have that code in the Cleanup area, make sure you have a "return >> > 1;" in the Prep area (otherwise the Cleanup code doesn't execute). >> > >> > I'm not sure that you can pass "Nobody" to the SetOwner method; I think >> > it wants an Id rather than a name. Use $RT::Nobody->Id to get the Id >> > for "Nobody": >> > $self->TicketObj->SetOwner($RT::Nobody->Id); >> > >> > Regarding which template, it doesn't matter because User Defined >> actions >> > can't access templates. I always set it to Global:Blank so I don't >> > think that it's actually doing anything. >> > >> > Regards, >> > Gene >> > >> > At 08:23 AM 8/14/2007, Mathew Snyder wrote: >> >> RT 3.6.1 >> >> >> >> Condition: On Queue Change >> >> Action: User Defined >> >> Template: Not sure which one I should be using >> >> >> >> I figure that that the Custom action cleanup code should be >> >> $self->TicketObj->SetStatus("new"); and >> >> $self->TicketObj->SetOwner("Nobody"); >> >> but nothing happens. >> >> >> >> This is my first attempt at a custom scrip so I don't know what needs >> >> to be >> >> done/in place for it to work. My Custom Condition is blank, my Custom >> >> action >> >> preparation code is blank. >> >> >> >> Any thoughts? >> >> Mathew >> >> -- >> >> Keep up with me and what I'm up to: http://theillien.blogspot.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 Tue Aug 14 14:15:10 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 14 Aug 2007 14:15:10 -0400 Subject: [rt-users] race condition in "take ticket" In-Reply-To: <7A6F9A8C-4EBB-4EA5-8359-3BA10E64775C@khera.org> References: <7C317C32-6CC9-4DB7-9EA3-38BC688B3E32@khera.org> <4F5E6411-74BC-4016-A7EE-F79072CE3448@khera.org> <7A6F9A8C-4EBB-4EA5-8359-3BA10E64775C@khera.org> Message-ID: <20070814181510.GQ492@bestpractical.com> On Tue, Aug 14, 2007 at 01:37:48PM -0400, Vivek Khera wrote: > On Aug 14, 2007, at 12:59 PM, Jesse Vincent wrote: > > >>>3.6.4 yet. Wasn't this race squashed a while back? I'm on > >>>postgres if that matters. > >> > >>FWIW, my support staff says this has been happening relatively > >>frequently, not just the two they told me about yesterday. > >> > > > >Did you manage to get a 3.6.4 up for testing? > > i do, but it has no tickets in it, nor does it have multiple users. > I'll do some more testing. Fantastic. It's much appreciated -- From sturner at MIT.EDU Tue Aug 14 14:23:39 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 14 Aug 2007 14:23:39 -0400 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <46C1F110.3080700@yahoo.com> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> <46C1DADE.2020005@yahoo.com> <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> <46C1F110.3080700@yahoo.com> Message-ID: <6.2.3.4.2.20070814141947.040fa410@po14.mit.edu> At Tuesday 8/14/2007 02:14 PM, Mathew Snyder wrote: >I've tried: > >$self->TicketObj->SetOwner("Nobody"); >$self->TicketObj->SetOwner(Nobody); >$self->TicketObj->SetOwner("10"); >$self->TicketObj->SetOwner(10); >$self->TicketObj->SetOwner(Name => "Nobody"); >$self->TicketObj->SetOwner(Name => Nobody); >$self->TicketObj->SetOwner(Id => "10"); >$self->TicketObj->SetOwner(Id => 10); > >None of these has worked and nothing in rt.log indicates any problems. I have >it set up with debug so I know I'm getting as much info as I can. Mathew, You may be running into something that's bitten us before - let's say the ticket is currently owned by "theillien" and you change the queue. The scrip will change the owner to Nobody, then the form input is processed. RT sees that the owner is Nobody and that the owner field on the form is "theillien", so it interprets this as a change from Nobody to theillien and you end up where you started. Do you have any entries in the ticket history showing any ownership changes? Steve From theillien at yahoo.com Tue Aug 14 14:34:51 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 14 Aug 2007 14:34:51 -0400 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <6.2.3.4.2.20070814141947.040fa410@po14.mit.edu> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> <46C1DADE.2020005@yahoo.com> <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> <46C1F110.3080700@yahoo.com> <6.2.3.4.2.20070814141947.040fa410@po14.mit.edu> Message-ID: <46C1F5CB.6000101@yahoo.com> Stephen Turner wrote: > > At Tuesday 8/14/2007 02:14 PM, Mathew Snyder wrote: >> I've tried: >> >> $self->TicketObj->SetOwner("Nobody"); >> $self->TicketObj->SetOwner(Nobody); >> $self->TicketObj->SetOwner("10"); >> $self->TicketObj->SetOwner(10); >> $self->TicketObj->SetOwner(Name => "Nobody"); >> $self->TicketObj->SetOwner(Name => Nobody); >> $self->TicketObj->SetOwner(Id => "10"); >> $self->TicketObj->SetOwner(Id => 10); >> >> None of these has worked and nothing in rt.log indicates any >> problems. I have >> it set up with debug so I know I'm getting as much info as I can. > > Mathew, > > You may be running into something that's bitten us before - let's say > the ticket is currently owned by "theillien" and you change the queue. > The scrip will change the owner to Nobody, then the form input is > processed. RT sees that the owner is Nobody and that the owner field on > the form is "theillien", so it interprets this as a change from Nobody > to theillien and you end up where you started. Do you have any entries > in the ticket history showing any ownership changes? > > Steve > Steve, No, I'm not seeing that. Only two actions are being displayed when I move the ticket: msnyder - Queue changed from CustomerCare to CCEng RT_System - Status changed from 'open' to 'new' Nothing saying "Given to ..." Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From theillien at yahoo.com Tue Aug 14 14:41:58 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 14 Aug 2007 14:41:58 -0400 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <6.2.3.4.2.20070814141947.040fa410@po14.mit.edu> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> <46C1DADE.2020005@yahoo.com> <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> <46C1F110.3080700@yahoo.com> <6.2.3.4.2.20070814141947.040fa410@po14.mit.edu> Message-ID: <46C1F776.3010001@yahoo.com> Stephen Turner wrote: > > At Tuesday 8/14/2007 02:14 PM, Mathew Snyder wrote: >> I've tried: >> >> $self->TicketObj->SetOwner("Nobody"); >> $self->TicketObj->SetOwner(Nobody); >> $self->TicketObj->SetOwner("10"); >> $self->TicketObj->SetOwner(10); >> $self->TicketObj->SetOwner(Name => "Nobody"); >> $self->TicketObj->SetOwner(Name => Nobody); >> $self->TicketObj->SetOwner(Id => "10"); >> $self->TicketObj->SetOwner(Id => 10); >> >> None of these has worked and nothing in rt.log indicates any >> problems. I have >> it set up with debug so I know I'm getting as much info as I can. > > Mathew, > > You may be running into something that's bitten us before - let's say > the ticket is currently owned by "theillien" and you change the queue. > The scrip will change the owner to Nobody, then the form input is > processed. RT sees that the owner is Nobody and that the owner field on > the form is "theillien", so it interprets this as a change from Nobody > to theillien and you end up where you started. Do you have any entries > in the ticket history showing any ownership changes? > > Steve > I take it back. It would appear you are correct. I set up the scrip to log it's actions on this particular line of code and I'm getting: [debug]: set owner: 814382: Owner changed from msnyder to Nobody ((eval 510):4) However, there is no indication in the ticket that this is happening nor that it was returned to the original value. So how can I get around this? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From sturner at MIT.EDU Tue Aug 14 14:52:00 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 14 Aug 2007 14:52:00 -0400 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <46C1F776.3010001@yahoo.com> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> <46C1DADE.2020005@yahoo.com> <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> <46C1F110.3080700@yahoo.com> <6.2.3.4.2.20070814141947.040fa410@po14.mit.edu> <46C1F776.3010001@yahoo.com> Message-ID: <6.2.3.4.2.20070814145009.040d5008@po14.mit.edu> At Tuesday 8/14/2007 02:41 PM, Mathew Snyder wrote: > > >I take it back. It would appear you are correct. I set up the scrip to log >it's actions on this particular line of code and I'm getting: > >[debug]: set owner: 814382: Owner changed from msnyder to Nobody >((eval 510):4) > >However, there is no indication in the ticket that this is happening >nor that it >was returned to the original value. So how can I get around this? Unfortunately we haven't found a way round this problem. What's odd about your situation though is that I'd expect to see history entries recording the two owner change transactions. Sorry I can't be more helpful... Steve From theillien at yahoo.com Tue Aug 14 14:53:29 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 14 Aug 2007 14:53:29 -0400 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <6.2.3.4.2.20070814145009.040d5008@po14.mit.edu> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> <46C1DADE.2020005@yahoo.com> <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> <46C1F110.3080700@yahoo.com> <6.2.3.4.2.20070814141947.040fa410@po14.mit.edu> <46C1F776.3010001@yahoo.com> <6.2.3.4.2.20070814145009.040d5008@po14.mit.edu> Message-ID: <46C1FA29.3090907@yahoo.com> Stephen Turner wrote: > At Tuesday 8/14/2007 02:41 PM, Mathew Snyder wrote: >> > >> I take it back. It would appear you are correct. I set up the scrip >> to log >> it's actions on this particular line of code and I'm getting: >> >> [debug]: set owner: 814382: Owner changed from msnyder to Nobody >> ((eval 510):4) >> >> However, there is no indication in the ticket that this is happening >> nor that it >> was returned to the original value. So how can I get around this? > > Unfortunately we haven't found a way round this problem. What's odd > about your situation though is that I'd expect to see history entries > recording the two owner change transactions. Sorry I can't be more > helpful... > > Steve > Well that sucks. :( Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From rlong at bluegecko.net Tue Aug 14 14:59:51 2007 From: rlong at bluegecko.net (Robert Long) Date: Tue, 14 Aug 2007 11:59:51 -0700 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <46C1FA29.3090907@yahoo.com> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> <46C1DADE.2020005@yahoo.com> <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> <46C1F110.3080700@yahoo.com> <6.2.3.4.2.20070814141947.040fa410@po14.mit.edu> <46C1F776.3010001@yahoo.com> <6.2.3.4.2.20070814145009.040d5008@po14.mit.edu> <46C1FA29.3090907@yahoo.com> Message-ID: <46C1FBA7.4050701@bluegecko.net> Have you tried moving the scrip to from TransactionCreate to TransactionBatch? You may have to enable it in your RT_SiteConfig.. .r' Mathew Snyder wrote: > Stephen Turner wrote: > >> At Tuesday 8/14/2007 02:41 PM, Mathew Snyder wrote: >> >>> I take it back. It would appear you are correct. I set up the scrip >>> to log >>> it's actions on this particular line of code and I'm getting: >>> >>> [debug]: set owner: 814382: Owner changed from msnyder to Nobody >>> ((eval 510):4) >>> >>> However, there is no indication in the ticket that this is happening >>> nor that it >>> was returned to the original value. So how can I get around this? >>> >> Unfortunately we haven't found a way round this problem. What's odd >> about your situation though is that I'd expect to see history entries >> recording the two owner change transactions. Sorry I can't be more >> helpful... >> >> Steve >> >> > > Well that sucks. :( > > Mathew > From theillien at yahoo.com Tue Aug 14 15:02:57 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 14 Aug 2007 15:02:57 -0400 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <46C1FBA7.4050701@bluegecko.net> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> <46C1DADE.2020005@yahoo.com> <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> <46C1F110.3080700@yahoo.com> <6.2.3.4.2.20070814141947.040fa410@po14.mit.edu> <46C1F776.3010001@yahoo.com> <6.2.3.4.2.20070814145009.040d5008@po14.mit.edu> <46C1FA29.3090907@yahoo.com> <46C1FBA7.4050701@bluegecko.net> Message-ID: <46C1FC61.50607@yahoo.com> Robert Long wrote: > Have you tried moving the scrip to from TransactionCreate to > TransactionBatch? You may have to enable it in your RT_SiteConfig.. > > .r' > > > Mathew Snyder wrote: >> Stephen Turner wrote: >> >>> At Tuesday 8/14/2007 02:41 PM, Mathew Snyder wrote: >>> >>>> I take it back. It would appear you are correct. I set up the scrip >>>> to log >>>> it's actions on this particular line of code and I'm getting: >>>> >>>> [debug]: set owner: 814382: Owner changed from msnyder to Nobody >>>> ((eval 510):4) >>>> >>>> However, there is no indication in the ticket that this is happening >>>> nor that it >>>> was returned to the original value. So how can I get around this? >>>> >>> Unfortunately we haven't found a way round this problem. What's odd >>> about your situation though is that I'd expect to see history entries >>> recording the two owner change transactions. Sorry I can't be more >>> helpful... >>> >>> Steve >>> >>> >> Well that sucks. :( >> >> Mathew >> > > There is no TransactionCreate or TransactionBatch in my RT_SiteConfig. All I have that is related to transactions is # Backward compatability setting. Add/Delete Link used to record one # transaction and run one scrip. Set this value to 1 if you want # only one of the link transactions to have scrips run. Set($LinkTransactionsRun1Scrip , 0); Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From fosterjam at adelphia.net Tue Aug 14 15:32:01 2007 From: fosterjam at adelphia.net (fosterjam at adelphia.net) Date: Tue, 14 Aug 2007 15:32:01 -0400 Subject: [rt-users] configure fastcgi with RT on RHEL 64-bit Message-ID: <31125477.1187119921810.JavaMail.root@web15> Hi, I?m trying to configure RT with fastcgi on a linux host running RHEL 4.0 Update 2 on a x86_64 server. During the make for fastcgi I get the following messages >>> [root at ewf05 mod_fastcgi-2.4.2]# make /bin/sh /usr/lib64/apr/build/libtool --silent --mode=compile gcc -pthread -O2 -g -pipe -m64 -DLINUX=2 -D_REENTRANT -D_GNU_SOURCE -DAP_HAVE_DESIGNATED_INITIALIZER -DSSL_EXPERIMENTAL_ENGINE -I/usr/include/pcre -I/usr/include/httpd -I/usr/include/apr-0 -I/usr/include/openssl -DAP_FNAME=\"mod_fastcgi.c\" -prefer-pic -c mod_fastcgi.c && touch mod_fastcgi.slo /bin/sh /usr/lib64/apr/build/libtool --silent --mode=compile gcc -pthread -O2 -g -pipe -m64 -DLINUX=2 -D_REENTRANT -D_GNU_SOURCE -DAP_HAVE_DESIGNATED_INITIALIZER -DSSL_EXPERIMENTAL_ENGINE -I/usr/include/pcre -I/usr/include/httpd -I/usr/include/apr-0 -I/usr/include/openssl -DAP_FNAME=\"fcgi_pm.c\" -prefer-pic -c fcgi_pm.c && touch fcgi_pm.slo /bin/sh /usr/lib64/apr/build/libtool --silent --mode=compile gcc -pthread -O2 -g -pipe -m64 -DLINUX=2 -D_REENTRANT -D_GNU_SOURCE -DAP_HAVE_DESIGNATED_INITIALIZER -DSSL_EXPERIMENTAL_ENGINE -I/usr/include/pcre -I/usr/include/httpd -I/usr/include/apr-0 -I/usr/include/openssl -DAP_FNAME=\"fcgi_util.c\" -prefer-pic -c fcgi_util.c && touch fcgi_util.slo /bin/sh /usr/lib64/apr/build/libtool --silent --mode=compile gcc -pthread -O2 -g -pipe -m64 -DLINUX=2 -D_REENTRANT -D_GNU_SOURCE -DAP_HAVE_DESIGNATED_INITIALIZER -DSSL_EXPERIMENTAL_ENGINE -I/usr/include/pcre -I/usr/include/httpd -I/usr/include/apr-0 -I/usr/include/openssl -DAP_FNAME=\"fcgi_protocol.c\" -prefer-pic -c fcgi_protocol.c && touch fcgi_protocol.slo /bin/sh /usr/lib64/apr/build/libtool --silent --mode=compile gcc -pthread -O2 -g -pipe -m64 -DLINUX=2 -D_REENTRANT -D_GNU_SOURCE -DAP_HAVE_DESIGNATED_INITIALIZER -DSSL_EXPERIMENTAL_ENGINE -I/usr/include/pcre -I/usr/include/httpd -I/usr/include/apr-0 -I/usr/include/openssl -DAP_FNAME=\"fcgi_buf.c\" -prefer-pic -c fcgi_buf.c && touch fcgi_buf.slo /bin/sh /usr/lib64/apr/build/libtool --silent --mode=compile gcc -pthread -O2 -g -pipe -m64 -DLINUX=2 -D_REENTRANT -D_GNU_SOURCE -DAP_HAVE_DESIGNATED_INITIALIZER -DSSL_EXPERIMENTAL_ENGINE -I/usr/include/pcre -I/usr/include/httpd -I/usr/include/apr-0 -I/usr/include/openssl -DAP_FNAME=\"fcgi_config.c\" -prefer-pic -c fcgi_config.c && touch fcgi_config.slo fcgi_config.c: In function `fcgi_config_new_auth_server': fcgi_config.c:1193: warning: cast from pointer to integer of different size /bin/sh /usr/lib64/apr/build/libtool --silent --mode=link gcc -pthread -O2 -g -pipe -m64 -L/usr/lib64 -o mod_fastcgi.la -rpath /usr/lib64/httpd/modules -module -avoid-version mod_fastcgi.lo fcgi_pm.lo fcgi_util.lo fcgi_protocol.lo fcgi_buf.lo fcgi_config.lo >>> And When I try to start up Apache with fastcgi I get the following errors in the error_log >>> Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't load '/usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 10 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 10. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 10. Compilation failed in require at (eval 204) line 1. BEGIN failed--compilation aborted at (eval 204) line 1. Compilation failed in require at /opt/rt3/lib/RT.pm line 216. [Mon Aug 13 16:54:19 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 9829) terminated by calling exit with status '2' [Mon Aug 13 16:54:19 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds ?. >>>> The Apache config is as follows: NameVirtualHost :80 :80> ServerAdmin ServerName DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None RedirectMatch permanent (.*)/$ $1/index.html # Pass through requests to for noauth Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 And the Fastcgi.conf file is as follows LoadModule fastcgi_module modules/mod_fastcgi.so FastCgiConfig ?restart This RT being a 32-bit apps, do I need to make fastcgi with 32-bit libs? If so is there a simple way to do it? How about the oracle libraries should my env variable LD_LIBRARY_PATH should point to $ORACLE_HOME/lib (this is 64-bit) or should it point to $ORACLE_HOME/lib32 ( 32 bit libs)? The AddHandler "AddHandler fastcgi-script fcgi" in the virtual host section on apache config does it refer to ".fcgi" or just 'fcgi" because I noticed documentation for both. Thanks From trick at adonis.net Tue Aug 14 15:47:07 2007 From: trick at adonis.net (Patrick Morris) Date: Tue, 14 Aug 2007 12:47:07 -0700 Subject: [rt-users] configure fastcgi with RT on RHEL 64-bit In-Reply-To: <31125477.1187119921810.JavaMail.root@web15> References: <31125477.1187119921810.JavaMail.root@web15> Message-ID: <46C206BB.7080204@adonis.net> fosterjam at adelphia.net wrote: > Hi, > > I?m trying to configure RT with fastcgi on a linux host running RHEL 4.0 Update 2 on a x86_64 server. During the make for fastcgi I get the following messages > > And When I try to start up Apache with fastcgi I get the following errors in the error_log > > Unable to load DBIx::SearchBuilder database handle for 'Oracle'. > > Perhaps you've picked an invalid database type or spelled it incorrectly. > > Can't load '/usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/DynaLoader.pm line 230. > It looks like your library path isn't set correctly before Apache starts for it to be able to find the Oracle client libs. From fosterjam at adelphia.net Tue Aug 14 15:59:30 2007 From: fosterjam at adelphia.net (fosterjam at adelphia.net) Date: Tue, 14 Aug 2007 15:59:30 -0400 Subject: [rt-users] configure fastcgi with RT on RHEL 64-bit Message-ID: <9426812.1187121570745.JavaMail.root@web15> Currently I set the env variable LD_LIBRARY_PATH=$ORACLE_HOME/lib ( this points to oracle 64-bit libs) should I be pointing to $ORACLE_HOME/lib32? Are you referring to oracle libs or system libs at /usr/lib or /usr/lib64? In this case which one should it point to? On the make for fastcgi , is it OK for for fastcgi to build against /usr/lib64 or do I have to point to /usr/lib and re-run make, make install Thanks ---- Patrick Morris wrote: > fosterjam at adelphia.net wrote: > > Hi, > > > > I?m trying to configure RT with fastcgi on a linux host running RHEL 4.0 Update 2 on a x86_64 server. During the make for fastcgi I get the following messages > > > > And When I try to start up Apache with fastcgi I get the following errors in the error_log > > > > Unable to load DBIx::SearchBuilder database handle for 'Oracle'. > > > > Perhaps you've picked an invalid database type or spelled it incorrectly. > > > > Can't load '/usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/DynaLoader.pm line 230. > > > It looks like your library path isn't set correctly before Apache starts > for it to be able to find the Oracle client libs. From lesmikesell at gmail.com Tue Aug 14 16:12:49 2007 From: lesmikesell at gmail.com (Les Mikesell) Date: Tue, 14 Aug 2007 15:12:49 -0500 Subject: [rt-users] configure fastcgi with RT on RHEL 64-bit In-Reply-To: <31125477.1187119921810.JavaMail.root@web15> References: <31125477.1187119921810.JavaMail.root@web15> Message-ID: <46C20CC1.9000106@gmail.com> fosterjam at adelphia.net wrote: > Can't load '/usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi/DynaLoader.pm line 230. Does this file exist? Did you install the right DBD for your database? > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 10 -- Les Mikesell lesmikesell at gmail.com From gleduc at mail.sdsu.edu Tue Aug 14 16:26:19 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 14 Aug 2007 13:26:19 -0700 Subject: [rt-users] Tickler program for tickets approaching their due date Message-ID: <6.2.1.2.2.20070814120646.02525530@mail.sdsu.edu> Hi All, It's time to share some code! Problem: We wanted ticket owners and adminccs to get daily reminders (ticklers) of the tickets they are responsible for when their ticket due date gets close. We didn't want the tickler to be triggered by the age of the ticket, just the due date. This distinction is important to us because we often extend the due date of tickets and want the ticklers to stop until the new due date approaches. I found at least one script that sends ticklers based on the age of the ticket, but none that used the due date to determine whether one should be sent. To do this I created a custom field called NagDays to determine what "close" means with respect to the due date. This field contains a number that represents how close we want to get to the due date before the ticket owner and adminccs start getting pinged. Then I downloaded a script from the wiki and slashed it up pretty good until it did what we wanted. Since we don't work on weekends, I also wanted to ignore Saturdays and Sundays, so I used Jesse's Business::Hours package from CPAN for the date calculations. Since the Business::Hours package can only count forwards, I added a method that lets me count backwards from the due date (the new sub_seconds() method is at the end of the code). We run the script in a cron job and all owners and adminccs of tickets that are within NagDays of their due date get a daily tickler to gently remind them of what is important in life. Tickets that are overdue get special attention in the message. There are some things that need to be done before this script will do anything. 1. The custom field NagDays needs to be created and added to each queue that you want to be looked at. This field contains the number of days prior to a ticket's due date that ticklers should be sent. In other words, a tickler is sent when a ticket gets within NagDays of its due date. Note that the script doesn't really care about queues, it only looks at tickets - but tickets must have a NagDays field in order to be looked at. 2. Tickets that do not have a due date are ignored, so you should set a default value in the queue configuration (ie. "Requests should be due in 5 days"). 3. You need to assign a value to the NagDays custom field when the ticket gets created. We do this with a custom On Create scrip. Since we are closed on weekends, we also use the same scrip to set a new due date that uses business days instead of calendar days. If you are a 24/7 shop just rip the Business::Hours stuff out of this script. The script logs an "Info" entry to rt.log for each ticket that it sends out a tickler for. The entry lists the ticket number, subject, and the addresses that the tickler was sent to (should be the ticket owner and the adminccs). This script also consolidates ticklers across all queues so that each person being pinged only gets one tickler message per day. The tickler message contains all applicable tickets for the user and includes the following information for each ticket: queue name, ticket number, requester, subject, due date, URL, overdue indicator. You can add whatever else you want. Note - The attached script will not generate any e-mail or log entries until you change the $debug value to 0; this is so you can see what it does without blasting mailboxes with test messages. Once you think you like what you see, locate the line that says "$debug = 1" and change it to 0. I hope this is useful to someone. Feel free to modify it as needed. If you add any Really Cool features I'd like to hear about them. The usual disclaimers apply: If anything bad happens it's your fault, not ours, for trusting a script that you didn't write. Regards, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-tickler.pl Type: application/octet-stream Size: 11141 bytes Desc: not available URL: From Keith.D.Schincke at nasa.gov Tue Aug 14 16:47:45 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Tue, 14 Aug 2007 15:47:45 -0500 Subject: [rt-users] Section 508 compliance Message-ID: <5D0B651C5306D64AA429824F50D2C0AC3B7522@NDJSEVS23B.ndc.nasa.gov> Hey Guys, The Best Practical web site says they are working to get RT 508 compliant. Has version 3.6.1 or newer been validated? If it has not been validated, how has any users handled this issue? Thanks for any information, Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From mfuller at bandtel.com Tue Aug 14 17:05:26 2007 From: mfuller at bandtel.com (Mark Fuller) Date: Tue, 14 Aug 2007 17:05:26 -0400 Subject: [rt-users] Auto close tickets Message-ID: <00cf01c7deb6$d7346da0$caa8a8c0@bandtel.local> Does any one have scripts to auto close tickets and remind customers who have not updated a ticket? What we want to do is after 7 days notify the requestor that a ticket is waiting for them to update if they do not they get an email that the case will close in 3 days and then have RT just close the ticket and send a note the ticket was closed due to lack of response. Mark Fuller -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Aug 14 17:06:27 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 14 Aug 2007 17:06:27 -0400 Subject: [rt-users] Section 508 compliance In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC3B7522@NDJSEVS23B.ndc.nasa.gov> References: <5D0B651C5306D64AA429824F50D2C0AC3B7522@NDJSEVS23B.ndc.nasa.gov> Message-ID: <20070814210626.GS492@bestpractical.com> On Tue, Aug 14, 2007 at 03:47:45PM -0500, Schincke, Keith D. (JSC-IT)[MEI] wrote: > Hey Guys, > > The Best Practical web site says they are working to get RT 508 > compliant. > > Has version 3.6.1 or newer been validated? As far as I know, the law doesn't provide for an 'official' validation program. I believe we do the right things to be 508-compliant and would love to know about any outstanding issues anyone is aware of. I _do_ know that RT is used by blind users with screen-readers who have no trouble with our semantic markup. Best, Jesse > If it has not been validated, how has any users handled this issue? > > Thanks for any information, > > Keith > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Sean.Edge at mtvnmix.com Tue Aug 14 16:57:22 2007 From: Sean.Edge at mtvnmix.com (Edge, Sean) Date: Tue, 14 Aug 2007 16:57:22 -0400 Subject: [rt-users] SetStatus and SetOwner scrip question In-Reply-To: <46C1FC61.50607@yahoo.com> References: <46C1C8E9.7020406@yahoo.com> <6.2.1.2.2.20070814090312.02525a58@mail.sdsu.edu> <46C1DADE.2020005@yahoo.com> <6.2.1.2.2.20070814101726.0253edf8@mail.sdsu.edu> <46C1F110.3080700@yahoo.com> <6.2.3.4.2.20070814141947.040fa410@po14.mit.edu> <46C1F776.3010001@yahoo.com> <6.2.3.4.2.20070814145009.040d5008@po14.mit.edu><46C1FA29.3090907@yahoo.com> <46C1FBA7.4050701@bluegecko.net> <46C1FC61.50607@yahoo.com> Message-ID: <9DB5A62CCC96094EBA95F593C589CE1638B7FC@LAZYTOWN.mtvn.ad.viacom.com> Mathew, I found this in the wiki, hope it helps. http://wiki.bestpractical.com/view/TransactionBatchStage -Sean -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder Sent: Tuesday, August 14, 2007 3:03 PM To: Robert Long Cc: Stephen Turner; RT Users Subject: Re: [rt-users] SetStatus and SetOwner scrip question Robert Long wrote: > Have you tried moving the scrip to from TransactionCreate to > TransactionBatch? You may have to enable it in your RT_SiteConfig.. > > .r' > > > Mathew Snyder wrote: >> Stephen Turner wrote: >> >>> At Tuesday 8/14/2007 02:41 PM, Mathew Snyder wrote: >>> >>>> I take it back. It would appear you are correct. I set up the >>>> scrip to log it's actions on this particular line of code and I'm >>>> getting: >>>> >>>> [debug]: set owner: 814382: Owner changed from msnyder to Nobody >>>> ((eval 510):4) >>>> >>>> However, there is no indication in the ticket that this is >>>> happening nor that it was returned to the original value. So how >>>> can I get around this? >>>> >>> Unfortunately we haven't found a way round this problem. What's odd >>> about your situation though is that I'd expect to see history >>> entries recording the two owner change transactions. Sorry I can't >>> be more helpful... >>> >>> Steve >>> >>> >> Well that sucks. :( >> >> Mathew >> > > There is no TransactionCreate or TransactionBatch in my RT_SiteConfig. All I have that is related to transactions is # Backward compatability setting. Add/Delete Link used to record one # transaction and run one scrip. Set this value to 1 if you want # only one of the link transactions to have scrips run. Set($LinkTransactionsRun1Scrip , 0); Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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 This email (including any attachments) is for its intended-recipient's use only. This email may contain information that is confidential or privileged. If you received this email in error, please immediately advise the sender by replying to this email and then delete this message from your system. For further information and disclaimers that apply to this email, see [http://www.viacom.com/email_disclaimer.jhtml]. From djengel79 at gmail.com Tue Aug 14 17:22:12 2007 From: djengel79 at gmail.com (David-John Engel) Date: Tue, 14 Aug 2007 17:22:12 -0400 Subject: [rt-users] changing the default refresh interval Message-ID: I am a newbie to RT, using version 3.6.3. I would like change the default refresh interval. Any ideas how to change this, would I need to apply a script or can I set a variable in RT_SiteConfig.pm? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From cdjohn at sandia.gov Tue Aug 14 18:19:35 2007 From: cdjohn at sandia.gov (Johnson, Chadwick Daniel) Date: Tue, 14 Aug 2007 16:19:35 -0600 Subject: [rt-users] Vmware Appliance availability Message-ID: <347180497203A942A6AA82C85846CBC9048FC3BC@ES23SNLNT.srn.sandia.gov> Last year, there was mention of a possible RT VMWare appliance being available, but I have not been able to locate any. I have searched high and low, but only find the same threads talking about it. Does anyone know of any that are available for testing purposes? As popular as RT is, it would seem like there would be a few floating around somewhere. Thanks, CJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From kylet at panix.com Tue Aug 14 22:35:36 2007 From: kylet at panix.com (Kyle Tucker) Date: Tue, 14 Aug 2007 22:35:36 -0400 Subject: [rt-users] RT::Mason errors Message-ID: <20070815023536.GA4625@panix.com> Hi, Can anyone offer any insight into what would cause these errors on RT? Aug 14 17:17:37 doccomm RT: Use of uninitialized value in -f at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Resolver/File.pm line 74. (/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Resolver/File.pm:74) Aug 14 17:17:37 doccomm RT: [Mason] Cannot resolve file to component: (is file outside component root?) at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 853. (/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:853) We were successfully running RT 3.6.4 on CentOS 5/Apache 2.2. To do some testing on Apache 2.0, I installed it into /usr/local/apache along with mod_perl 2 from source. It inadvertently installed stuff into the /usr directory despite my setting prefix=/usr/local. So I subsequently did a 'make uninstall', an 'rpm -e mod_perl' and then reinstalled via yum in an attempt to get things back to original and it seemed to do so. But ever since then, RT won't work (I get a 404 Not Found error) and these messages end up in /var/log/messages. I've tried to debug what's wrong for a couple days to no avail. I don't think it's RT itself as I can rename the RT_SiteConfig.pm which I know would make RT barf and the error is still occuring. The only thing I changed in RT or Apache was this line in RT_SiteConfig.pm to get RT to use $REMOTE_USER for auth. Set($WebExternalAuth , undef); Thanks for any help. -- - Kyle --------------------------------------------- kylet at panix.com http://www.panix.com/~kylet --------------------------------------------- From JoopvandeWege at mococo.nl Wed Aug 15 02:33:16 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 15 Aug 2007 08:33:16 +0200 Subject: [rt-users] configure fastcgi with RT on RHEL 64-bit In-Reply-To: <9426812.1187121570745.JavaMail.root@web15> References: <9426812.1187121570745.JavaMail.root@web15> Message-ID: <46C29E2C.3090602@mococo.nl> fosterjam at adelphia.net wrote: > Currently I set the env variable LD_LIBRARY_PATH=$ORACLE_HOME/lib ( this points to oracle 64-bit libs) should I be pointing to $ORACLE_HOME/lib32? To the lib32, if I remember correctly from my Sun/Sparc installations. > Are you referring to oracle libs or system libs at /usr/lib or /usr/lib64? In this case which one should it point to? Oracle libs > On the make for fastcgi , is it OK for for fastcgi to build against /usr/lib64 or do I have to point to /usr/lib and re-run make, make install I think that depends on your perl if it is 64bit then everything else should be 64bit too, including Oracle else it should all point to 32bit libraries. Personally, I think it has nothing todo with it since you seem to have made a 64bit DBD::Oracle and the error is that it can't find it NOT that it isn't the correct ELF version. That is the error that I would get if I mixed 32/64bit libraries. Your best bet is to found out what exactly is your LD_LIBRARY_PATH when using fastcgi. I bet it is reset somewhere along the lines. Joop From JoopvandeWege at mococo.nl Wed Aug 15 02:39:35 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 15 Aug 2007 08:39:35 +0200 Subject: [rt-users] Vmware Appliance availability In-Reply-To: <347180497203A942A6AA82C85846CBC9048FC3BC@ES23SNLNT.srn.sandia.gov> References: <347180497203A942A6AA82C85846CBC9048FC3BC@ES23SNLNT.srn.sandia.gov> Message-ID: <46C29FA7.50702@mococo.nl> Johnson, Chadwick Daniel wrote: > Last year, there was mention of a possible RT VMWare appliance being > available, but I have not been able to locate any. I have searched high > and low, but only find the same threads talking about it. Does anyone > know of any that are available for testing purposes? As popular as RT > is, it would seem like there would be a few floating around somewhere. Sorry, that was probably me. I have made one available for someone on www.box.net It is still there, albeit in a lot of pieces since I don't want to pay ;-), and can post the URL if needed. Another possibility is that I let you play around with our demo instance. Greetings, Joop From tyler.shen at vicscouts.asn.au Wed Aug 15 02:35:18 2007 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Wed, 15 Aug 2007 16:35:18 +1000 Subject: [rt-users] RT User Inferface Message-ID: <1187159723.2800.8.camel@network-5.intranet.vicscouts.asn.au> Is there a user interface for requestors to somehow see their ticket status? Ideally, a requestor can only see the mail correspondence but not any comments. Thanks! Tyler From asips at nl.clara.net Wed Aug 15 05:37:52 2007 From: asips at nl.clara.net (Alain Sips) Date: Wed, 15 Aug 2007 11:37:52 +0200 Subject: [rt-users] Can't attach to an empty message In-Reply-To: <46B31599.8090404@nl.clara.net> References: <46B31599.8090404@nl.clara.net> Message-ID: <46C2C970.2090601@nl.clara.net> I'm sorry to ask this again, but there hasn't been a reply yet. Is nobody experiencing these problems? Thanks, Alain Alain Sips schreef: > In RT3.6.4 it seems that it is not possible to attach a file to a > ticket if you leave the comment field empty. > Is this expected behavior? And if so, is there an easy way to go > around this? > > If you click comment on a ticket and you attach a file and leave the > comment empty and press update Ticket, nothing is attached to the > ticket (also no entry is found in the attachments table). > > Thanks, > > Alain > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 JoopvandeWege at mococo.nl Wed Aug 15 06:48:48 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 15 Aug 2007 12:48:48 +0200 Subject: [rt-users] Can't attach to an empty message In-Reply-To: <46C2C970.2090601@nl.clara.net> References: <46B31599.8090404@nl.clara.net> <46C2C970.2090601@nl.clara.net> Message-ID: <46C2DA10.8090204@mococo.nl> Alain Sips wrote: > I'm sorry to ask this again, but there hasn't been a reply yet. Is > nobody experiencing these problems? > > Alain Sips schreef: >> In RT3.6.4 it seems that it is not possible to attach a file to a >> ticket if you leave the comment field empty. >> Is this expected behavior? And if so, is there an easy way to go >> around this? >> >> If you click comment on a ticket and you attach a file and leave the >> comment empty and press update Ticket, nothing is attached to the >> ticket (also no entry is found in the attachments table). I'm having the same problem on both my instances, production and test, where test is unmodified except for RTFM and Assets. Joop From benr at tlcdatasecurity.com.au Wed Aug 15 07:00:10 2007 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Wed, 15 Aug 2007 21:00:10 +1000 Subject: [rt-users] Calculating staff utilization Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A804627A64B9@kookaburra.TLCIT.biz> Greetings all..... I have been pondering how to Easily(tm) extract per user's time information so that I can calculate their utilisation. After much pondering, searching and reading I found something produced by ?ubredu Manuel that looked to be heading in the right direction. It was his add on "TimeWorked" which can be found at http://wiki.bestpractical.com/view/TimeWorked. Now, his little report works great, in and of itself, but is not quite what I am after. His report will only tell me the cumulative time worked for each ticket Resolved between specified dates. This however, includes time that may have been used prior to the window and does not account for the fact that others may have worked on the ticket as well. So what I have concluded I am after is something that executes a query thus: 1. Select all transactions that occurred between the specified dates. 2. For each transaction found between the specified dates: a. Sum all $transaction->TimeTaken values where each unique $transaction->Creator 3. Print each identified Creator's sum TimeTaken value. (hope that makes sense). So, what I want to be able to find out is how much time was spent by each user during the specified time. I have been fiddling with ?ubredu's little add on, but to my chagrin there is no equivalent to Tickets_Overlay_SQL.pm for Transactions, and as such you can't simply extract the results of a SQL query to find all transactions that occurred between certain dates and sum their TimeTaken values. Has anyone done anything to generate utilization reports previously, and if so would you mind sharing??? :-) Thanks all. BenR -------------- next part -------------- An HTML attachment was scrubbed... URL: From akila at wso2.com Wed Aug 15 07:27:39 2007 From: akila at wso2.com (Akila Amarathunga) Date: Wed, 15 Aug 2007 16:57:39 +0530 Subject: [rt-users] how to add members to user defined group in RT Message-ID: <1187177259.19842.1258.camel@skywalker> Hi All, I created a user defined group in RT and tried to add non-privilege users to it. But when i go to the group->Members tab it shows only the privilege users in the system. What I like to do his create user defined group and assign a particular queue to it.. After that I want to add users to the group and those users can only have limited number of rights... Shouldn't RT show the all the users in the system so that admin can add required users to the group? Is this a bug in RT? (I'm using RT 3.6.1) Is it possible ti achieve what I have mention above? Thanks, Akila -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From theillien at yahoo.com Wed Aug 15 07:31:07 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 15 Aug 2007 07:31:07 -0400 Subject: [rt-users] how to add members to user defined group in RT In-Reply-To: <1187177259.19842.1258.camel@skywalker> References: <1187177259.19842.1258.camel@skywalker> Message-ID: <46C2E3FB.40101@yahoo.com> Only privileged users can be assigned rights. As far as the queue goes, you don't assign them to groups. You have to assign a group to a queue. Keep up with me and what I'm up to: http://theillien.blogspot.com Akila Amarathunga wrote: > Hi All, > > I created a user defined group in RT and tried to add non-privilege > users to it. But when i go to the group->Members tab it shows only the > privilege users in the system. > > What I like to do his create user defined group and assign a particular > queue to it.. After that I want to add users to the group and those > users can only have limited number of rights... > > Shouldn't RT show the all the users in the system so that admin can add > required users to the group? > > Is this a bug in RT? (I'm using RT 3.6.1) > > Is it possible ti achieve what I have mention above? > > Thanks, > Akila > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 akila at wso2.com Wed Aug 15 07:54:54 2007 From: akila at wso2.com (Akila Amarathunga) Date: Wed, 15 Aug 2007 17:24:54 +0530 Subject: [rt-users] how to add members to user defined group in RT In-Reply-To: <46C2E3FB.40101@yahoo.com> References: <1187177259.19842.1258.camel@skywalker> <46C2E3FB.40101@yahoo.com> Message-ID: <1187178894.19842.1271.camel@skywalker> Hi Mathew, I think there's bit of a misunderstanding ... Lets take the following scenario.. I want to create a queue call 'system1'. Also I want to create some non-privilege user who can access only this queue. They have rights to create, close and reply to tickets. And I like to put them group call 'sys1_grp' and assign that group to 'system1' queue. But my problem when I try to add members to the 'sys1_grp'.. RT shows only the privilege users that are already created in the system. It doesn't show the non-privilege users I created.. So how can I do this in RT ? Is this a bug ? Thanks, Akila On Wed, 2007-08-15 at 07:31 -0400, Mathew Snyder wrote: > Only privileged users can be assigned rights. As far as the queue goes, you > don't assign them to groups. You have to assign a group to a queue. > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Akila Amarathunga wrote: > > Hi All, > > > > I created a user defined group in RT and tried to add non-privilege > > users to it. But when i go to the group->Members tab it shows only the > > privilege users in the system. > > > > What I like to do his create user defined group and assign a particular > > queue to it.. After that I want to add users to the group and those > > users can only have limited number of rights... > > > > Shouldn't RT show the all the users in the system so that admin can add > > required users to the group? > > > > Is this a bug in RT? (I'm using RT 3.6.1) > > > > Is it possible ti achieve what I have mention above? > > > > Thanks, > > Akila > > > > > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com -- Akila Amarathunga Linux Systems Engineer; WSO2, Inc.; http://www.wso2.com/ email: akila at wso2.com; cell: +94 71 682 9488; fax: 0112424303 "Oxygenating the Web Service Platform." -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From akila at wso2.com Wed Aug 15 08:17:08 2007 From: akila at wso2.com (Akila Amarathunga) Date: Wed, 15 Aug 2007 17:47:08 +0530 Subject: [rt-users] how to add members to user defined group in RT In-Reply-To: <8B53BA7E90552E45AF25093FD6DFA1DB095E4CD0@XLIVMBX34bkup.aig.com> References: <8B53BA7E90552E45AF25093FD6DFA1DB095E4CD0@XLIVMBX34bkup.aig.com> Message-ID: <1187180228.19842.1281.camel@skywalker> Hi Sal, I went to configuration-> Groups-> 'sys1_grp'-> Members but there's no search section for users :( .. Thanks, Akila On Wed, 2007-08-15 at 07:09 -0500, Baytalskiy, Sal wrote: > What you should do is do a search for each non-priveleged user id while at > the screen for adding users to a group. > There's a search section right below the user id listing. > > That is the only way to display non-priveleged users in RT. > > > Thanks ! > Sal Baytalskiy > DBG CTO Middleware > 201-469-8459 > 9732550790 at vtext.com > MW-OnCall: 973-255-0789 > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Akila > Amarathunga > Sent: Wednesday, August 15, 2007 7:55 AM > To: Mathew Snyder > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] how to add members to user defined group in RT > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Akila Amarathunga Linux Systems Engineer; WSO2, Inc.; http://www.wso2.com/ email: akila at wso2.com; cell: +94 71 682 9488; fax: 0112424303 "Oxygenating the Web Service Platform." -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From nick at ccl4.org Wed Aug 15 08:19:29 2007 From: nick at ccl4.org (Nicholas Clark) Date: Wed, 15 Aug 2007 13:19:29 +0100 Subject: [rt-users] how to add members to user defined group in RT In-Reply-To: <1187178894.19842.1271.camel@skywalker> References: <1187177259.19842.1258.camel@skywalker> <46C2E3FB.40101@yahoo.com> <1187178894.19842.1271.camel@skywalker> Message-ID: <20070815121928.GA19683@plum.flirble.org> On Wed, Aug 15, 2007 at 05:24:54PM +0530, Akila Amarathunga wrote: > Hi Mathew, > > I think there's bit of a misunderstanding ... > > Lets take the following scenario.. > > I want to create a queue call 'system1'. Also I want to create some > non-privilege user who can access only this queue. They have rights to > create, close and reply to tickets. > And I like to put them group call 'sys1_grp' and assign that group to > 'system1' queue. > But my problem when I try to add members to the 'sys1_grp'.. RT shows > only the privilege users that are already created in the system. It > doesn't show the non-privilege users I created.. > So how can I do this in RT ? Is this a bug ? I think that I sent a patch to the devel list to allow this. (It's a limitation of the web interface, rather than something prohibited by the underlying APIs). I'm not sure what happened. I think that it wasn't the right time to apply it as 3.6.4 was about to be released. Nicholas Clark From Sal.Baytalskiy at AIG.com Wed Aug 15 08:09:38 2007 From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal) Date: Wed, 15 Aug 2007 07:09:38 -0500 Subject: [rt-users] how to add members to user defined group in RT Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB095E4CD0@XLIVMBX34bkup.aig.com> What you should do is do a search for each non-priveleged user id while at the screen for adding users to a group. There's a search section right below the user id listing. That is the only way to display non-priveleged users in RT. Thanks ! Sal Baytalskiy DBG CTO Middleware 201-469-8459 9732550790 at vtext.com MW-OnCall: 973-255-0789 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Akila Amarathunga Sent: Wednesday, August 15, 2007 7:55 AM To: Mathew Snyder Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] how to add members to user defined group in RT _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 akila at wso2.com Wed Aug 15 09:27:41 2007 From: akila at wso2.com (Akila Amarathunga) Date: Wed, 15 Aug 2007 18:57:41 +0530 Subject: [rt-users] how to add members to user defined group in RT In-Reply-To: <20070815121928.GA19683@plum.flirble.org> References: <1187177259.19842.1258.camel@skywalker> <46C2E3FB.40101@yahoo.com> <1187178894.19842.1271.camel@skywalker> <20070815121928.GA19683@plum.flirble.org> Message-ID: <1187184461.19842.1311.camel@skywalker> Hi Nicholas, Is possible to find the patch that you have mentioned ? Thanks, Akila On Wed, 2007-08-15 at 13:19 +0100, Nicholas Clark wrote: > On Wed, Aug 15, 2007 at 05:24:54PM +0530, Akila Amarathunga wrote: > > Hi Mathew, > > > > I think there's bit of a misunderstanding ... > > > > Lets take the following scenario.. > > > > I want to create a queue call 'system1'. Also I want to create some > > non-privilege user who can access only this queue. They have rights to > > create, close and reply to tickets. > > And I like to put them group call 'sys1_grp' and assign that group to > > 'system1' queue. > > But my problem when I try to add members to the 'sys1_grp'.. RT shows > > only the privilege users that are already created in the system. It > > doesn't show the non-privilege users I created.. > > So how can I do this in RT ? Is this a bug ? > > I think that I sent a patch to the devel list to allow this. > (It's a limitation of the web interface, rather than something prohibited > by the underlying APIs). > > I'm not sure what happened. I think that it wasn't the right time to apply > it as 3.6.4 was about to be released. > > Nicholas Clark -- Akila Amarathunga Linux Systems Engineer; WSO2, Inc.; http://www.wso2.com/ email: akila at wso2.com; cell: +94 71 682 9488; fax: 0112424303 "Oxygenating the Web Service Platform." -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From trick at adonis.net Wed Aug 15 11:37:53 2007 From: trick at adonis.net (Patrick Morris) Date: Wed, 15 Aug 2007 08:37:53 -0700 Subject: [rt-users] RT User Inferface In-Reply-To: <1187159723.2800.8.camel@network-5.intranet.vicscouts.asn.au> References: <1187159723.2800.8.camel@network-5.intranet.vicscouts.asn.au> Message-ID: <46C31DD1.7070509@adonis.net> Shen, Tyler wrote: > Is there a user interface for requestors to somehow see their ticket > status? Ideally, a requestor can only see the mail correspondence but > not any comments. Thanks! > Have you tried going to the RT web interface as one of those users? What you've described is the default functionality of the web interface for unprivileged users. From KFCrocker at lbl.gov Wed Aug 15 13:18:32 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 15 Aug 2007 10:18:32 -0700 Subject: [rt-users] how to add members to user defined group in RT In-Reply-To: <1187177259.19842.1258.camel@skywalker> References: <1187177259.19842.1258.camel@skywalker> Message-ID: <46C33568.7030106@lbl.gov> Akila, The "Unprivileged" are already in a group, a "System Group". Sounds like you want many little "sub"-unprivileged groups each with a different identity so they can each have access to their own queues only. Have I got that right? "Unprivileged" by it's natural definition, means "without rights/privileges". Yet, you want them to have rights. By the act of putting them into user-defined groups with privileges, you have tried to make them privileged users without defining them as such to the system, while at the same time trying to keep them classified as "Unprivileged". You're trying to have it both ways. Why don't you just identify them all and put them into little user-defined groups with limited rights to certain queues and no rights to the others. If you can't always identify them, you could also just not give any rights to the "unprivileged" system group for all queues except the one(s) they need access to and for those queues give them "CreateTicket" and "ReplyToTicket" globally or on a queue basis. I'm not sure about closing tickets. Perhaps giving the right "ModifyTicket" only to the global role "Owner" would keep other people from messing with other tickets. The only problem with the last suggestion is that ALL "unprivileged" will have those rights for ALL the queues that allow unprivileged users to have rights to that queue. I know that sounds confusing (a bit?) but there really should be a way to configure these rights in a satisfactory way. I hope this helps. Kenn LBNL Akila Amarathunga wrote: > Hi All, > > I created a user defined group in RT and tried to add non-privilege > users to it. But when i go to the group->Members tab it shows only the > privilege users in the system. > > What I like to do his create user defined group and assign a particular > queue to it.. After that I want to add users to the group and those > users can only have limited number of rights... > > Shouldn't RT show the all the users in the system so that admin can add > required users to the group? > > Is this a bug in RT? (I'm using RT 3.6.1) > > Is it possible ti achieve what I have mention above? > > Thanks, > Akila > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Sal.Baytalskiy at AIG.com Wed Aug 15 08:24:37 2007 From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal) Date: Wed, 15 Aug 2007 08:24:37 -0400 Subject: [rt-users] how to add members to user defined group in RT Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB095E4CE6@XLIVMBX34bkup.aig.com> You're right. Search is only at Confifguration -> Users. Well, the way I have it set up is like this: All non-priveleged users are already part of that Non-priveleged group. So I gave them a ShowTicket and a SeeQueue rights for all queues so that they can see any ticket they submitted in any queue in their basic RT interface. I guess you wanted a more granular control of non-priveleged users... Thanks ! Sal Baytalskiy DBG CTO Middleware 201-469-8459 9732550790 at vtext.com MW-OnCall: 973-255-0789 -----Original Message----- From: Akila Amarathunga [mailto:akila at wso2.com] Sent: Wednesday, August 15, 2007 8:17 AM To: Baytalskiy, Sal Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] how to add members to user defined group in RT Hi Sal, I went to configuration-> Groups-> 'sys1_grp'-> Members but there's no search section for users :( .. Thanks, Akila On Wed, 2007-08-15 at 07:09 -0500, Baytalskiy, Sal wrote: > What you should do is do a search for each non-priveleged user id > while at the screen for adding users to a group. > There's a search section right below the user id listing. > > That is the only way to display non-priveleged users in RT. > > > Thanks ! > Sal Baytalskiy > DBG CTO Middleware > 201-469-8459 > 9732550790 at vtext.com > MW-OnCall: 973-255-0789 > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Akila > Amarathunga > Sent: Wednesday, August 15, 2007 7:55 AM > To: Mathew Snyder > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] how to add members to user defined group in RT > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Akila Amarathunga Linux Systems Engineer; WSO2, Inc.; http://www.wso2.com/ email: akila at wso2.com; cell: +94 71 682 9488; fax: 0112424303 "Oxygenating the Web Service Platform." From nick at ccl4.org Wed Aug 15 13:49:05 2007 From: nick at ccl4.org (Nicholas Clark) Date: Wed, 15 Aug 2007 18:49:05 +0100 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: <20070814112213.GW19683@plum.flirble.org> References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> <20070813163650.GU19683@plum.flirble.org> <20070813165522.GA492@bestpractical.com> <20070814112213.GW19683@plum.flirble.org> Message-ID: <20070815174905.GD19683@plum.flirble.org> On Tue, Aug 14, 2007 at 12:22:13PM +0100, Nicholas Clark wrote: > On Tue, Aug 14, 2007 at 10:01:08AM +0200, Espen Wiborg wrote: > > (Once more, to the list this time.) > > > > Jesse Vincent writes: > > > On Mon, Aug 13, 2007 at 05:36:50PM +0100, Nicholas Clark wrote: > > >> Is there a good way to reliably map text outside the range of legal > > >> identifiers into that range, without having too many collisions? > > >> > > >> (I realise that this might sound like "solve the halting problem" or "integer > > >> knapsack" but I think we need "good" rather than "perfect") > > > See if URL-encoding meets the spec? > > > > You'd have to strip out the percent signs; they're not allowed in XML > > IDs. Other than that, URL-encoding sounds like the best bet. > > Thanks. I had no idea about that subtlety of the the XML spec. > But I wonder, why do we need to URL encode them? If the RT admin is naming > custom fields with characters outside US-ASCII, then the HTML generated > will already contain Unicode characters, so why not keep (acceptable) Unicode > characters in the values given to the ID tags. If I understand it correctly, > the XML 1.1 spec allows most any alphanumeric character in names: > > http://www.w3.org/TR/xml11/#sec-common-syn > > so I think it would be possible to produce valid identifiers simply by > stripping out all characters not valid in names. (whitespace, punctuation, > etc). Names will clash if someone configures two custom fields with names > that differ only in punctuation or whitespace, but in that case they pretty > much deserve what they are getting :-) Jesse, on IRC, has the alternative suggestion of using a class. It has the advantage that it won't be invalid XML if two fields happen to end up with the same ID. But what's going to be impractical in class names for CSS? I did this to map & and " diff -p -u -r1.1.1.2 EditCustomFields --- html/Ticket/Elements/EditCustomFields 1 Aug 2007 15:56:47 -0000 1.1.1.2 +++ html/Ticket/Elements/EditCustomFields 15 Aug 2007 17:42:38 -0000 @@ -62,7 +62,10 @@ % } % $i++; - +% my $class = $CustomField->Name; +% $class =~ s/&/&/gs; +% $class =~ s/"/"/gs; + Is that space in the class name going to be a problem? What's a sensible restriction on what can go in? Is there a CSS grammar for what is(n't) valid in a class name? Nicholas Clark From slackamp at gmail.com Wed Aug 15 16:15:36 2007 From: slackamp at gmail.com (slamp slamp) Date: Wed, 15 Aug 2007 16:15:36 -0400 Subject: [rt-users] notify all? Message-ID: <78926d250708151315x4bc10f8ey89979aaa3a0b15c9@mail.gmail.com> is there a notify all Action? Currently I have Notify Requestors and Cc's and also Notify Owner. If a ticket has the same owner and requested, they get a duplicate. there is no built in Notify Owner, Requestors, Ccs. Please help. From X2TWLUTZ at southernco.com Wed Aug 15 16:15:50 2007 From: X2TWLUTZ at southernco.com (Lutz, Thomas W.) Date: Wed, 15 Aug 2007 16:15:50 -0400 Subject: [rt-users] RT-WinXP-Apache-Oracle10g-ActivePERL Message-ID: <269AA1CDDE5D514FAFFA712CB9996FC4010BB848@GAXGPEX32.southernco.com> I'm trying to get RT installed on an XP-SP2 box using Oracle10g. I can't seem to be able to get the manual install to go. I have used the 3rd party installers to get it working but none of them install for Oracle, only mySQL. I started out trying to manually install the application using the supplied documents from the wiki but am missing something. Does anyone have a step-by-step for installing RT on a box with Oracle 10g? Or any suggestions that might be beneficial? Tom Lutz Business Systems Analyst Georgia Power Company Bin 71020 43 Executive Park East Atlanta, GA 30329 (Phone) 404.929.5059 (Cell) 404.473.0637 (Pager) 888.629.2110 (Radio) 1*60*6439 -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Wed Aug 15 21:26:13 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 16 Aug 2007 05:26:13 +0400 Subject: [rt-users] notify all? In-Reply-To: <78926d250708151315x4bc10f8ey89979aaa3a0b15c9@mail.gmail.com> References: <78926d250708151315x4bc10f8ey89979aaa3a0b15c9@mail.gmail.com> Message-ID: <589c94400708151826o3b206df8s94df69255eb617c6@mail.gmail.com> http://wiki.bestpractical.com/view/ScripAction "Managing notification actions" On 8/16/07, slamp slamp wrote: > is there a notify all Action? > > Currently I have Notify Requestors and Cc's and also Notify Owner. > > If a ticket has the same owner and requested, they get a duplicate. > there is no built in Notify Owner, Requestors, Ccs. > > Please help. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From JoopvandeWege at mococo.nl Thu Aug 16 02:55:53 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 16 Aug 2007 08:55:53 +0200 Subject: [rt-users] RT-WinXP-Apache-Oracle10g-ActivePERL In-Reply-To: <269AA1CDDE5D514FAFFA712CB9996FC4010BB848@GAXGPEX32.southernco.com> References: <269AA1CDDE5D514FAFFA712CB9996FC4010BB848@GAXGPEX32.southernco.com> Message-ID: <46C3F4F9.60607@mococo.nl> Lutz, Thomas W. wrote: > I?m trying to get RT installed on an XP-SP2 box using Oracle10g. I > can?t seem to be able to get the manual install to go. I have used the > 3^rd party installers to get it working but none of them install for > Oracle, only mySQL. I started out trying to manually install the > application using the supplied documents from the wiki but am missing > something. > > Does anyone have a step-by-step for installing RT on a box with Oracle > 10g? Or any suggestions that might be beneficial? If you have a working installation agains MySQL then it should be 'easy' to switch to Oracle. The only difference is the use of DBD::Oracle instead of DBD::MySQL, so theoretically installing DBD::Oracle should do the trick. Ofcourse you'll need to adapt RT_SiteConfig.pm to reflect this change and you would need to make sure that you can connect using DBD::Oracle to your Oracle instance. The problem you'll face will be if there is a binary DBD::Oracle available for you ActivePerl version. Good luck, Joop From espenhw at ovitas.no Thu Aug 16 03:18:05 2007 From: espenhw at ovitas.no (Espen Wiborg) Date: Thu, 16 Aug 2007 09:18:05 +0200 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: <20070815174905.GD19683@plum.flirble.org> (Nicholas Clark's message of "Wed, 15 Aug 2007 18:49:05 +0100") References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> <20070813163650.GU19683@plum.flirble.org> <20070813165522.GA492@bestpractical.com> <20070814112213.GW19683@plum.flirble.org> <20070815174905.GD19683@plum.flirble.org> Message-ID: Nicholas Clark writes: > Jesse, on IRC, has the alternative suggestion of using a class. It has the > advantage that it won't be invalid XML if two fields happen to end up with > the same ID. But what's going to be impractical in class names for CSS? > > I did this to map & and " <-snip-> > But my HTML can be: > > > > Is that space in the class name going to be a problem? > > What's a sensible restriction on what can go in? Is there a CSS grammar for > what is(n't) valid in a class name? You can find the formal syntax and grammar for CSS2 here: http://www.w3.org/TR/REC-CSS2/grammar.html >From that definition and the examples given in http://www.w3.org/TR/REC-CSS2/syndata.html, you can do things like: tr[class="What next"] { color: blue; } So spaces won't be a problem. On the gripping hand, having spaces in a class name means that things like tr.next { color: black; } will match if one of the (whitespace-separated) tokens in the class attribute is 'next' (see the definition of the ~= operator in section 5.8.1 of http://www.w3.org/TR/REC-CSS2/selector.html - foo.bar is actually shorthand for foo[class~="bar"]). I'd actually like a lot of information about the CF to somehow be encoded in the class attribute: Scope (ticket, transaction, user, group) Type (single/multi value, single/multi select etc) Validation (especially if mandatory) To make this easy (or even possible), it seems you'd almost have to strip spaces from the CF name. ( As an aside: Unicode escapes (e.g., "\002264" for the greater-than-or-equal sign) mean that unicode class names wouldn't be a problem either. :) Of course, there is always the question of browser support. I've never actually had to use this in the wild, so I don't know what browsers will actually do with a specification like: tr[class="\0003b1\0003b2\0003b3\0003b4"] { color: magenta; } (That's greek lowercase letters alpha, beta, gamma and delta). ) -- Espen Wiborg The giant squid has the largest eyes in the world. From kae at midnighthax.com Thu Aug 16 03:47:36 2007 From: kae at midnighthax.com (Keith Edmunds) Date: Thu, 16 Aug 2007 08:47:36 +0100 Subject: [rt-users] Insert blank column in results Message-ID: <20070816084736.55942405@ws.rg2.tiger-computing.com> RT 3.6.1 Some default displays have two lines per entry with the second line typically being in a smaller font (eg, the requester name). However, under the ticket ID in such displays there is no data on the second line, and editing the display shows that this field is represented by ''. I've added another field to the top line so I need to add another blank field to the second to keep the alignment I want. How can I add additional blank fields? Thanks. From torsten.brumm at Kuehne-Nagel.com Thu Aug 16 06:42:03 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Thu, 16 Aug 2007 12:42:03 +0200 Subject: AW: [rt-users] Issue with Extended mail commands / CommandByMail Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039448569B@w3hamboex11.ger.win.int.kn> Nobody have a hint on this problem?!? Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com CC: j at bestpractical.com Sent: Mon Jul 30 10:10:01 2007 Subject: [rt-users] Issue with Extended mail commands / CommandByMail Hi RT Users, Jesse, At weekend we tried to use commandbymail extension, but it ends up in lots of trouble. For me it looks like (and that's what I also found at the lilst inside a posting from Robert G. Werner) Command By Mail is trying to handle all Words he find with an ":", that's not good! Example: A Mail with the Content: System_Name: ASKNEHST Order_Type: new Generates this Error: Failed command 'system_name: ASKNEHST' Error message: Command 'system_name' is unknown Failed command 'Order_type: new' Error message: Command 'order_type' is unknown But from my Point of view, it will make more sense to handle only the known commands and not each word he finds separated with the ":" Any Ideas how to fix this??? Torsten _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Thu Aug 16 08:56:09 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 16 Aug 2007 08:56:09 -0400 Subject: [rt-users] Insert blank column in results In-Reply-To: <20070816084736.55942405@ws.rg2.tiger-computing.com> References: <20070816084736.55942405@ws.rg2.tiger-computing.com> Message-ID: <6.2.3.4.2.20070816085415.041553a8@po14.mit.edu> At Thursday 8/16/2007 03:47 AM, Keith Edmunds wrote: >RT 3.6.1 > >Some default displays have two lines per entry with the second line >typically being in a smaller font (eg, the requester name). However, under >the ticket ID in such displays there is no data on the second line, and >editing the display shows that this field is represented by ''. >I've added another field to the top line so I need to add another blank >field to the second to keep the alignment I want. How can I add additional >blank fields? > >Thanks. Keith, Doesn't look like the Search Builder UI has a blank element for you to add. What you can do is construct or load your search and then switch to the Advanced page. The lower text box lists the results fields - you can insert blank fields like this: '', Steve From HelmuthRamirez at compupay.com Thu Aug 16 09:10:13 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 16 Aug 2007 09:10:13 -0400 Subject: [rt-users] Issue with Extended mail commands / CommandByMail In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039448569B@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039448569B@w3hamboex11.ger.win.int.kn> Message-ID: <7314881427FC8A4081673E8CEEA7924906274B28@EXMIAMI01.compupay.com> Well, I don?t know how to ?fix it?, but what we do here is put asterisks after we put in our commands and it looks like that stops CommandByMail to continue looking for commands. If we don?t do the asterisks, then it will definitely continue going down the line looking for words with ?:? at the end (this is annoying when forwarding messages into RT). So, we would do: Requestor: BillyBob Owner: JoeSchmoe *** Also as a side note, we?ve found if you send in Tickets in HTML format it will only read the first ?Command? and the not following lines. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ham MI-ID, Torsten Brumm Sent: Thursday, August 16, 2007 6:42 AM To: Ham MI-ID, Torsten Brumm; rt-users at lists.bestpractical.com Cc: j at bestpractical.com Subject: AW: [rt-users] Issue with Extended mail commands / CommandByMail Nobody have a hint on this problem?!? Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com CC: j at bestpractical.com Sent: Mon Jul 30 10:10:01 2007 Subject: [rt-users] Issue with Extended mail commands / CommandByMail Hi RT Users, Jesse, At weekend we tried to use commandbymail extension, but it ends up in lots of trouble. For me it looks like (and that's what I also found at the lilst inside a posting from Robert G. Werner) Command By Mail is trying to handle all Words he find with an ":", that's not good! Example: A Mail with the Content: System_Name: ASKNEHST Order_Type: new Generates this Error: Failed command 'system_name: ASKNEHST' Error message: Command 'system_name' is unknown Failed command 'Order_type: new' Error message: Command 'order_type' is unknown But from my Point of view, it will make more sense to handle only the known commands and not each word he finds separated with the ":" Any Ideas how to fix this??? Torsten _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This message from CompuPay (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Messages sent to and from us may be monitored. For more information regarding CompuPay, please visit www.compupay.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From nick at ccl4.org Thu Aug 16 09:31:38 2007 From: nick at ccl4.org (Nicholas Clark) Date: Thu, 16 Aug 2007 14:31:38 +0100 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> <20070813163650.GU19683@plum.flirble.org> <20070813165522.GA492@bestpractical.com> <20070814112213.GW19683@plum.flirble.org> <20070815174905.GD19683@plum.flirble.org> Message-ID: <20070816133138.GG19683@plum.flirble.org> On Thu, Aug 16, 2007 at 09:18:05AM +0200, Espen Wiborg wrote: > Nicholas Clark writes: > > Jesse, on IRC, has the alternative suggestion of using a class. It has the > > advantage that it won't be invalid XML if two fields happen to end up with > > the same ID. But what's going to be impractical in class names for CSS? > > > > I did this to map & and " > <-snip-> > > But my HTML can be: > > > > > > > > Is that space in the class name going to be a problem? > > > > What's a sensible restriction on what can go in? Is there a CSS grammar for > > what is(n't) valid in a class name? > > You can find the formal syntax and grammar for CSS2 here: > http://www.w3.org/TR/REC-CSS2/grammar.html > > >From that definition and the examples given in > http://www.w3.org/TR/REC-CSS2/syndata.html, you can do things like: ident {nmstart}{nmchar}* name {nmchar}+ nmstart [a-zA-Z]|{nonascii}|{escape} nonascii [^\0-\177] unicode \\[0-9a-f]{1,6}[ \n\r\t\f]? escape {unicode}|\\[ -~\200-\4177777] nmchar [a-z0-9-]|{nonascii}|{escape} Mmm. Are they serious that upper case ASCII is only allowed in nmstart and not nmchar? Nicholas Clark From slackamp at gmail.com Thu Aug 16 11:17:14 2007 From: slackamp at gmail.com (slamp slamp) Date: Thu, 16 Aug 2007 11:17:14 -0400 Subject: [rt-users] needs clarification on Cc and Bcc In-Reply-To: <78926d250708021325j581c2d15q5b185cf13662ed07@mail.gmail.com> References: <78926d250708020920v2a082240x4d03339121a8ef5d@mail.gmail.com> <46B2071F.1010801@lbl.gov> <78926d250708021038l699ea9b8r1812af76c22064b@mail.gmail.com> <46B236C7.7030906@lbl.gov> <78926d250708021325j581c2d15q5b185cf13662ed07@mail.gmail.com> Message-ID: <78926d250708160817i3773176au82138d5aaa513cc4@mail.gmail.com> How can I make it so all e-mails sent out is a Bcc? This will get rid of the issue when some users hit Reply All and recipients getting duplicates. We want our users to be able to reply to the queue e-mail only. On 8/2/07, slamp slamp wrote: > The way our RT is setup AdminCc does not get all correspondence. We > only want them to get correspondence when a new ticket is created or > if the ticket is owned by nobody. the issue was when somebody replies > to a ticket that nobody owns everyone gets a correspondence. once that > ticket is owned by somebody, and a reply was made to it, RT does not > send e-mail to the first person who originally replied to the ticket. > the way to solve this was to add corresponders as a Cc automacally. > > the conditions for the scrips i mentioned are the built in condition > "On Correspond" > > On 8/2/07, Kenneth Crocker wrote: > > Slamp, > > > > > > Well, the problem, as I see it, is you have some users in two different > > list (of recipients). If someone is AdminCc, why add them as cc? It > > doesn't make sense, especially if they are already gonna get a notice as > > an AdminCc. Also, it still is not clear as to what is triggering the > > notification. You stated "Notify Requestors & CC's". Notify them of > > what? What type of condition made the notification necessary? What > > template? Is the condition user-defined? This info is kinda important in > > debugging notifications. > > > > Kenn > > LBNL > > > > slamp slamp wrote: > > > in this transaction we have: > > > > > > Notify Requestors and CCs > > > Notify AdminCc when owner is nobody > > > > > > Some users are in AdminCc and also added as a Cc. > > > > > > Is there a way to Bcc the Ccs? > > > > > > On 8/2/07, Kenneth Crocker wrote: > > >> slamp, > > >> > > >> > > >> What kind of transaction triggered the notifications? As to keeping > > >> user's from hitting ReplyAll, we had to train/educate them as well as > > >> modify our templates to include the declaration "DO NOT REPLYALL on this > > >> E_mail!". It worked. We do not have any users getting duplicate e_mails > > >> or creating extra tickets from their reply. Your problem may also be > > >> with the kind of global/Queue notification scrips you have in place. > > >> > > >> > > >> Kenn > > >> LBNL > > >> > > >> slamp slamp wrote: > > >>> ticket is owned by nobody. > > >>> ticket has multiple Cc's. > > >>> > > >>> two e-mail goes out. > > >>> one e-mail only has one recipient (the e-mail address of RT itself). > > >>> 2nd e-mail has the RT e-mail address and ALL Cc's. > > >>> > > >>> How can I prevent the 2nd e-mail from going out? How can I have RT > > >>> only show the RT e-mail address in the e-mail but also send the > > >>> correspondence to all that is in the Cc's. > > >>> > > >>> We want to prevent a user from hitting Reply All and thus getting > > >>> duplicate e-mails. > > >>> > > >>> Thanks for you help. > > >>> _______________________________________________ > > >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > >>> > > >>> Community help: http://wiki.bestpractical.com > > >>> Commercial support: sales at bestpractical.com > > >>> > > >>> > > >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > >>> Buy a copy at http://rtbook.bestpractical.com > > >>> > > > > > > From iontrance at gmail.com Thu Aug 16 12:28:40 2007 From: iontrance at gmail.com (iontrance) Date: Thu, 16 Aug 2007 12:28:40 -0400 Subject: [rt-users] Changing Ticket Id Sequence No Message-ID: Hi, I've searched several times through the mailing lists and was wondering if it is possible to change the start number for the ticket ids? For example, we'll be migrating from one system to RT but we'd like to keep the last sequence on the old system, 115835, and start with RT at ticket id 115836. Is this possible? On a slightly related note, could one embed today's date in $rtname - akin to OTRS, e.g. [Ticket#20070816000001] - and parse out the ticket id via regex when needed? If I am not misreading it, I believe this is in the release notes of 3.6.4 (Subject: [not-rtname-token-that-match-re #{ $Ticket->id }])... Is this achieved with EmailSubjectTagRegex where I would parse out only the ticket id? -- Using Opera's revolutionary e-mail client: http://www.opera.com/mail/ From Tamer.Tayea at paybytouch.com Thu Aug 16 12:46:47 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Thu, 16 Aug 2007 12:46:47 -0400 Subject: [rt-users] RT error Message-ID: Hi , I am getting the following error on my RT 3 system.. Any Ideas ]# /usr/local/scripts/rt/ticket_agechk.pl DBD::mysql::st execute failed: Can't open file: 'Tickets.MYI' (errno: 145) at /usr/local/scripts/rt/ticket_agechk.pl line 50. DBD::mysql::st fetchrow_hashref failed: fetch() without execute() at /usr/local/scripts/rt/ticket_agechk.pl line 53. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Tamer.Tayea at paybytouch.com Thu Aug 16 12:49:45 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Thu, 16 Aug 2007 12:49:45 -0400 Subject: [rt-users] Issue with RT system Message-ID: Hi , I am getting the following error on my RT 3 system.. Any Ideas ]# /usr/local/scripts/rt/ticket_agechk.pl DBD::mysql::st execute failed: Can't open file: 'Tickets.MYI' (errno: 145) at /usr/local/scripts/rt/ticket_agechk.pl line 50. DBD::mysql::st fetchrow_hashref failed: fetch() without execute() at /usr/local/scripts/rt/ticket_agechk.pl line 53. -------------- next part -------------- An HTML attachment was scrubbed... URL: From admin2 at enabled.com Thu Aug 16 13:54:30 2007 From: admin2 at enabled.com (Noah) Date: Thu, 16 Aug 2007 10:54:30 -0700 Subject: [rt-users] rt3 and LDAP auth Message-ID: <46C48F56.3040200@enabled.com> Hi, can somebody please explain to me the easiest way to configure rt3 to use LDAP authentication>? Cheers, Noah From Keith.D.Schincke at nasa.gov Thu Aug 16 14:19:58 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Thu, 16 Aug 2007 13:19:58 -0500 Subject: [rt-users] rt3 and LDAP auth In-Reply-To: <46C48F56.3040200@enabled.com> References: <46C48F56.3040200@enabled.com> Message-ID: <5D0B651C5306D64AA429824F50D2C0AC3B794C@NDJSEVS23B.ndc.nasa.gov> Hey Noah, Have you looked at the below wiki entry? http://wiki.bestpractical.com/view/LDAP Keith -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Noah Sent: Thursday, August 16, 2007 12:55 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] rt3 and LDAP auth Hi, can somebody please explain to me the easiest way to configure rt3 to use LDAP authentication>? 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 From Tamer.Tayea at paybytouch.com Thu Aug 16 14:31:29 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Thu, 16 Aug 2007 14:31:29 -0400 Subject: [rt-users] Issue with RT system References: Message-ID: Another error , I believe both errors are due to same reason .. This error gets logged in the rt.log when somebody tries to connect to RT system. Any Idea what may be the problem.. Thanks [Thu Aug 16 14:52:35 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:36 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) [Thu Aug 16 14:52:36 2007] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: 'Tickets.MYI' (errno: 145) (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [Thu Aug 16 14:52:36 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:36 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) [Thu Aug 16 14:52:39 2007] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, Started, Type, LastUpdatedBy, Resolved, Starts, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: 'Tickets.MYI' (errno: 145) (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [Thu Aug 16 14:52:39 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:39 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) [Thu Aug 16 14:52:40 2007] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: 'Tickets.MYI' (errno: 145) (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [Thu Aug 16 14:52:40 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:40 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) -------------- next part -------------- An HTML attachment was scrubbed... URL: From jlong at messiah.edu Thu Aug 16 14:48:51 2007 From: jlong at messiah.edu (Jason Long) Date: Thu, 16 Aug 2007 14:48:51 -0400 Subject: [rt-users] Use 'Watcher = X' inestead of 'Requestor = X : RT 3.6.4 In-Reply-To: References: Message-ID: <46C49C13.7060005@messiah.edu> jmoseley at corp.xanadoo.com wrote: > Performing queries using 'Requestor = X OR Cc = X OR AdminCc =X' in 3.6.3 > yielded very fast results - a few seconds. However, doing the same search > in 3.6.4 resulted in a timeout after four minutes. > > Using 'Watcher = X' is the preferred solution, faster, etc (and what I am > using now), yes, but I would expect Requestor or AdminCc queries in 3.6.4 > to be just as fast in 3.6.3 not 100x slower. ;-) > Just upgraded to 3.6.4 here, and I'm seeing the same thing. My queries using "Request = X Or Cc = X Or AdminCc = X" used to be pretty fast, now they're all timing out. I replaced them with "Watcher = X", and now they complete before timing out, but they're still not as fast as the old queries were with 3.6.3. Jason From ocraig at stillsecure.com Thu Aug 16 14:58:45 2007 From: ocraig at stillsecure.com (Ole Craig) Date: Thu, 16 Aug 2007 12:58:45 -0600 Subject: [rt-users] Issue with RT system In-Reply-To: References: Message-ID: <1187290725.30125.55.camel@localhost.localdomain> On Thu, 2007-08-16 at 14:31 -0400, Tamer Tayea wrote: [...] > [Thu Aug 16 14:52:36 2007] [crit]: Couldn't create a ticket: Internal > Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, > Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, > Resolved, Created, Priority, Due, LastUpdated) VALUES > (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: > 'Tickets.MYI' (errno: 145) > (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [...] Tamer - What are you actually running? "RT 3" covers years and years of development; 3.6.4 (latest stable) is *worlds* away from RT 3.0. Also, when asking for help on this list, you're more likely to get meaningful responses if you list all the components -- and versions thereof -- you're using to run RT: host OS, webserver, database, and RT codebase itself. Anyway, this is a database problem. "Can't open file: 'Tickets.MYI'" says to me that you're using a mysql backend, but the schema hasn't been created. Is this a new install? Did you run the database initializer? -- /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 jmoseley at corp.xanadoo.com Thu Aug 16 15:00:51 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Thu, 16 Aug 2007 14:00:51 -0500 Subject: [rt-users] Issue with RT system In-Reply-To: Message-ID: Looks like your Tickets mysql table is missing (or doesn't have the right permissions). Is this a new install? If so, you might want to reinitialize your database. James Moseley "Tamer Tayea" To Sent by: "Tamer Tayea" rt-users-bounces@ , lists.bestpractic al.com cc Subject 08/16/2007 01:31 RE: [rt-users] Issue with RT system PM Another error , I believe both errors are due to same reason .. This error gets logged in the rt.log when somebody tries to connect to RT system. Any Idea what may be the problem.. Thanks [Thu Aug 16 14:52:35 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:36 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) [Thu Aug 16 14:52:36 2007] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: 'Tickets.MYI' (errno: 145) (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [Thu Aug 16 14:52:36 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:36 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) [Thu Aug 16 14:52:39 2007] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, Started, Type, LastUpdatedBy, Resolved, Starts, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: 'Tickets.MYI' (errno: 145) (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [Thu Aug 16 14:52:39 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:39 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) [Thu Aug 16 14:52:40 2007] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: 'Tickets.MYI' (errno: 145) (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [Thu Aug 16 14:52:40 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:756) [Thu Aug 16 14:52:40 2007] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:762) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 Tamer.Tayea at paybytouch.com Thu Aug 16 15:01:24 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Thu, 16 Aug 2007 15:01:24 -0400 Subject: [rt-users] Issue with RT system References: <1187290725.30125.55.camel@localhost.localdomain> Message-ID: This server has been running for 3 years at least. Today , the server wan hung , I had to reboot it .. Since rebooting it , I am getting these errors. Yes, the backend is mysql.. How I go about fixing this db issue ( I am not expert on DB) Thanks Tamer -----Original Message----- From: Ole Craig [mailto:ocraig at stillsecure.com] Sent: Thursday, August 16, 2007 2:59 PM To: Tamer Tayea Cc: RT-Users Subject: RE: [rt-users] Issue with RT system On Thu, 2007-08-16 at 14:31 -0400, Tamer Tayea wrote: [...] > [Thu Aug 16 14:52:36 2007] [crit]: Couldn't create a ticket: Internal > Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, > Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, > Resolved, Created, Priority, Due, LastUpdated) VALUES > (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: > 'Tickets.MYI' (errno: 145) > (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [...] Tamer - What are you actually running? "RT 3" covers years and years of development; 3.6.4 (latest stable) is *worlds* away from RT 3.0. Also, when asking for help on this list, you're more likely to get meaningful responses if you list all the components -- and versions thereof -- you're using to run RT: host OS, webserver, database, and RT codebase itself. Anyway, this is a database problem. "Can't open file: 'Tickets.MYI'" says to me that you're using a mysql backend, but the schema hasn't been created. Is this a new install? Did you run the database initializer? -- /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 jmoseley at corp.xanadoo.com Thu Aug 16 15:06:36 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Thu, 16 Aug 2007 15:06:36 -0400 Subject: [rt-users] Use 'Watcher = X' inestead of 'Requestor = X : RT 3.6.4 In-Reply-To: <46C49C13.7060005@messiah.edu> Message-ID: Ruslan released a patch for this a couple of weeks ago and posted it to the mailing list. It's attached here again: (See attached file: 3.6-searches_by_watchers_performance_fix.patch) James Moseley Jason Long To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] Use 'Watcher = X' inestead of 'Requestor = X : RT 08/16/2007 01:48 3.6.4 PM jmoseley at corp.xanadoo.com wrote: > Performing queries using 'Requestor = X OR Cc = X OR AdminCc =X' in 3.6.3 > yielded very fast results - a few seconds. However, doing the same search > in 3.6.4 resulted in a timeout after four minutes. > > Using 'Watcher = X' is the preferred solution, faster, etc (and what I am > using now), yes, but I would expect Requestor or AdminCc queries in 3.6.4 > to be just as fast in 3.6.3 not 100x slower. ;-) > Just upgraded to 3.6.4 here, and I'm seeing the same thing. My queries using "Request = X Or Cc = X Or AdminCc = X" used to be pretty fast, now they're all timing out. I replaced them with "Watcher = X", and now they complete before timing out, but they're still not as fast as the old queries were with 3.6.3. Jason _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: 3.6-searches_by_watchers_performance_fix.patch Type: application/octet-stream Size: 2158 bytes Desc: not available URL: From jmoseley at corp.xanadoo.com Thu Aug 16 15:11:51 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Thu, 16 Aug 2007 14:11:51 -0500 Subject: [rt-users] Issue with RT system In-Reply-To: Message-ID: Did you check to make sure the mysqld process is running? Have you checked the mysql logs for errors? If the mysqld process is running and your Tickets table exists, it's possible the Tickets table is corrupted. Try a repair table operation if so. And like Ole stated, you need to provide a lot more information in order to get help. James Moseley "Tamer Tayea" To Sent by: "Ole Craig" rt-users-bounces@ lists.bestpractic cc al.com RT-Users Subject 08/16/2007 02:01 RE: [rt-users] Issue with RT system PM This server has been running for 3 years at least. Today , the server wan hung , I had to reboot it .. Since rebooting it , I am getting these errors. Yes, the backend is mysql.. How I go about fixing this db issue ( I am not expert on DB) Thanks Tamer -----Original Message----- From: Ole Craig [mailto:ocraig at stillsecure.com] Sent: Thursday, August 16, 2007 2:59 PM To: Tamer Tayea Cc: RT-Users Subject: RE: [rt-users] Issue with RT system On Thu, 2007-08-16 at 14:31 -0400, Tamer Tayea wrote: [...] > [Thu Aug 16 14:52:36 2007] [crit]: Couldn't create a ticket: Internal > Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, > Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, > Resolved, Created, Priority, Due, LastUpdated) VALUES > (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: > 'Tickets.MYI' (errno: 145) > (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [...] Tamer - What are you actually running? "RT 3" covers years and years of development; 3.6.4 (latest stable) is *worlds* away from RT 3.0. Also, when asking for help on this list, you're more likely to get meaningful responses if you list all the components -- and versions thereof -- you're using to run RT: host OS, webserver, database, and RT codebase itself. Anyway, this is a database problem. "Can't open file: 'Tickets.MYI'" says to me that you're using a mysql backend, but the schema hasn't been created. Is this a new install? Did you run the database initializer? -- /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 From rlong at bluegecko.net Thu Aug 16 15:16:58 2007 From: rlong at bluegecko.net (Robert Long) Date: Thu, 16 Aug 2007 12:16:58 -0700 Subject: [rt-users] Issue with RT system In-Reply-To: References: <1187290725.30125.55.camel@localhost.localdomain> Message-ID: <46C4A2AA.7090009@bluegecko.net> Hey Tamer, I would really help to know what all software you are running as outlined bellow, but chances are your database became corrupted. You might want to check your file systems, make sure there is enough free space, possibly just restoring from your most recent backup will solve the problem. This doesn't really sound like a RT problem, more of something to do with MySQL or the underlying OS. I could give you a few commands to run but I have no idea what type of OS you're running this on. Are you seeing any type of filesystem or hardware related errors in the logs? Is MySQL logging anything? .Robert Tamer Tayea wrote: > This server has been running for 3 years at least. Today , the server > wan hung , I had to reboot it .. > Since rebooting it , I am getting these errors. Yes, the backend is > mysql.. > > How I go about fixing this db issue ( I am not expert on DB) > > Thanks > Tamer > > Tamer - > What are you actually running? "RT 3" covers years and years of > development; 3.6.4 (latest stable) is *worlds* away from RT 3.0. Also, > when asking for help on this list, you're more likely to get meaningful > responses if you list all the components -- and versions thereof -- > you're using to run RT: host OS, webserver, database, and RT codebase > itself. > > > Anyway, this is a database problem. "Can't open file: 'Tickets.MYI'" > says to me that you're using a mysql backend, but the schema hasn't been > created. Is this a new install? Did you run the database initializer? > > > -- > /Ole Craig From Sean.Edge at mtvnmix.com Thu Aug 16 15:18:09 2007 From: Sean.Edge at mtvnmix.com (Edge, Sean) Date: Thu, 16 Aug 2007 15:18:09 -0400 Subject: [rt-users] Issue with RT system In-Reply-To: References: Message-ID: <9DB5A62CCC96094EBA95F593C589CE1638B802@LAZYTOWN.mtvn.ad.viacom.com> Also make sure that /var (or where ever MySQL is installed) is not mounted read-only. -Sean -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of James Moseley Sent: Thursday, August 16, 2007 3:12 PM To: Tamer Tayea Cc: RT-Users Subject: RE: [rt-users] Issue with RT system Did you check to make sure the mysqld process is running? Have you checked the mysql logs for errors? If the mysqld process is running and your Tickets table exists, it's possible the Tickets table is corrupted. Try a repair table operation if so. And like Ole stated, you need to provide a lot more information in order to get help. James Moseley "Tamer Tayea" To Sent by: "Ole Craig" rt-users-bounces@ lists.bestpractic cc al.com RT-Users Subject 08/16/2007 02:01 RE: [rt-users] Issue with RT system PM This server has been running for 3 years at least. Today , the server wan hung , I had to reboot it .. Since rebooting it , I am getting these errors. Yes, the backend is mysql.. How I go about fixing this db issue ( I am not expert on DB) Thanks Tamer -----Original Message----- From: Ole Craig [mailto:ocraig at stillsecure.com] Sent: Thursday, August 16, 2007 2:59 PM To: Tamer Tayea Cc: RT-Users Subject: RE: [rt-users] Issue with RT system On Thu, 2007-08-16 at 14:31 -0400, Tamer Tayea wrote: [...] > [Thu Aug 16 14:52:36 2007] [crit]: Couldn't create a ticket: Internal > Error: Couldn't execute the query 'INSERT INTO Tickets (Subject, > Status, Queue, Creator, Owner, LastUpdatedBy, Started, Type, Starts, > Resolved, Created, Priority, Due, LastUpdated) VALUES (?, ?, ?, ?, ?, > ?, ?, ?, ?, ?, ?, ?, ?, ?)'Can't open file: > 'Tickets.MYI' (errno: 145) > (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:590) [...] Tamer - What are you actually running? "RT 3" covers years and years of development; 3.6.4 (latest stable) is *worlds* away from RT 3.0. Also, when asking for help on this list, you're more likely to get meaningful responses if you list all the components -- and versions thereof -- you're using to run RT: host OS, webserver, database, and RT codebase itself. Anyway, this is a database problem. "Can't open file: 'Tickets.MYI'" says to me that you're using a mysql backend, but the schema hasn't been created. Is this a new install? Did you run the database initializer? -- /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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This email (including any attachments) is for its intended-recipient's use only. This email may contain information that is confidential or privileged. If you received this email in error, please immediately advise the sender by replying to this email and then delete this message from your system. For further information and disclaimers that apply to this email, see [http://www.viacom.com/email_disclaimer.jhtml]. From admin2 at enabled.com Thu Aug 16 15:35:34 2007 From: admin2 at enabled.com (Noah) Date: Thu, 16 Aug 2007 12:35:34 -0700 Subject: [rt-users] rt3 and LDAP auth In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC3B794C@NDJSEVS23B.ndc.nasa.gov> References: <46C48F56.3040200@enabled.com> <5D0B651C5306D64AA429824F50D2C0AC3B794C@NDJSEVS23B.ndc.nasa.gov> Message-ID: <46C4A706.3020005@enabled.com> thanks Keith - checking it now Schincke, Keith D. (JSC-IT)[MEI] wrote: > Hey Noah, > > Have you looked at the below wiki entry? > > http://wiki.bestpractical.com/view/LDAP > > Keith > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Noah > Sent: Thursday, August 16, 2007 12:55 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] rt3 and LDAP auth > > > Hi, > > can somebody please explain to me the easiest way to configure rt3 to > use LDAP authentication>? > > 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 From ruz at bestpractical.com Thu Aug 16 16:11:07 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 17 Aug 2007 00:11:07 +0400 Subject: [rt-users] Use 'Watcher = X' inestead of 'Requestor = X : RT 3.6.4 In-Reply-To: References: <46C49C13.7060005@messiah.edu> Message-ID: <589c94400708161311u23dbf113p9b64c2635f0dbd4b@mail.gmail.com> Note for everybody who's suffering from this bug. Jesse released RT-3.6.5-RC1 few days ago that is bug fix release and the patch is a part of it. If there wouldn't be negative feedback on the release candidate then 3.6.5 will be available really soon. On 8/16/07, James Moseley wrote: > Ruslan released a patch for this a couple of weeks ago and posted it to the > mailing list. It's attached here again: > > (See attached file: 3.6-searches_by_watchers_performance_fix.patch) > > James Moseley > > > > > > Jason Long > u> To > Sent by: rt-users at lists.bestpractical.com > rt-users-bounces@ cc > lists.bestpractic > al.com Subject > Re: [rt-users] Use 'Watcher = X' > inestead of 'Requestor = X : RT > 08/16/2007 01:48 3.6.4 > PM > > > > > > > > > > jmoseley at corp.xanadoo.com wrote: > > Performing queries using 'Requestor = X OR Cc = X OR AdminCc =X' in 3.6.3 > > yielded very fast results - a few seconds. However, doing the same > search > > in 3.6.4 resulted in a timeout after four minutes. > > > > Using 'Watcher = X' is the preferred solution, faster, etc (and what I am > > using now), yes, but I would expect Requestor or AdminCc queries in 3.6.4 > > to be just as fast in 3.6.3 not 100x slower. ;-) > > > > Just upgraded to 3.6.4 here, and I'm seeing the same thing. My queries > using "Request = X Or Cc = X Or AdminCc = X" used to be pretty fast, now > they're all timing out. I replaced them with "Watcher = X", and now they > complete before timing out, but they're still not as fast as the old > queries were with 3.6.3. > Jason > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jfenner at vitamix.com Thu Aug 16 16:04:42 2007 From: jfenner at vitamix.com (Jason Fenner) Date: Thu, 16 Aug 2007 16:04:42 -0400 Subject: [rt-users] Chart grouped by priority Message-ID: <46C4ADDA.5050403@vitamix.com> I am trying to be able to create charts grouped by priority. So far I have not found how to do this. Can anyone give me any clues as to how to do that? What I am doing is building a query in ticket search. Then, at the lower right hand corner of the screen there are drop downs to create charts grouped by certain things. However, one of the options is not Priority. I'd like to add that, but haven't seen where to do it yet. Thanks in advance! --Jason From X2TWLUTZ at southernco.com Thu Aug 16 16:58:02 2007 From: X2TWLUTZ at southernco.com (Lutz, Thomas W.) Date: Thu, 16 Aug 2007 16:58:02 -0400 Subject: [rt-users] Elixus install auto-login... Message-ID: <269AA1CDDE5D514FAFFA712CB9996FC4010BBC1A@GAXGPEX32.southernco.com> I utilized the Elixus download for 3.4.0 and everything started up fine. The problem I am having is that RT automatically logs in as user root even if I tell it to logout it still autologs in as root. Where is the setting to change this? Tom Lutz Business Systems Analyst Georgia Power Company Bin 71020 43 Executive Park East Atlanta, GA 30329 (Phone) 404.929.5059 (Cell) 404.473.0637 (Pager) 888.629.2110 (Radio) 1*60*6439 -------------- next part -------------- An HTML attachment was scrubbed... URL: From michele.hershey.ctr at mhpcc.hpc.mil Thu Aug 16 17:01:45 2007 From: michele.hershey.ctr at mhpcc.hpc.mil (Michele Hershey) Date: Thu, 16 Aug 2007 11:01:45 -1000 Subject: [rt-users] Limit DeleteTicket Rights Message-ID: <46C4BB39.1020109@mhpcc.hpc.mil> I'm finding the "opposite" fixes....I ahve the s same issue as bill at daze.net ======== Hello, Using RT 3.6.3, does anyone know how to globally deny DeleteTicket privelege to a user? We have users with the following privs assigned on a per queue basis: ModifyTicket OwnTicket ShowTicket ShowTicketComments Watch WatchAsAdminCc We are having problems with users "accidently" deleting tickets that should not be deleted. So we have a new policy where a select few users are assigned the task of deleting tickets and all other users should never delete tickets. I would like to enforce this via privs, however I don't see how to do it. Any ideas? Thanks! Michele From jfenner at vitamix.com Thu Aug 16 17:18:05 2007 From: jfenner at vitamix.com (Jason Fenner) Date: Thu, 16 Aug 2007 17:18:05 -0400 Subject: [rt-users] Chart grouped by priority In-Reply-To: <46C4ADDA.5050403@vitamix.com> References: <46C4ADDA.5050403@vitamix.com> Message-ID: <46C4BF0D.7000708@vitamix.com> I wanted to update the list that I solved my own problem. To do this, you simply need to build a query and then build a graph from it with any group by. Then, once the graph is displayed, edit the URL. Locate at the end of the URL a parameter named: PrimaryGroupBy Change that parameter to the desired group by. In this case, I used: PrimaryGroupBy=Priority That is how I got the graph I desired. Good Luck --Jason Jason Fenner wrote: > I am trying to be able to create charts grouped by priority. So far I > have not found how to do this. Can anyone give me any clues as to > how to do that? > > What I am doing is building a query in ticket search. Then, at the > lower right hand corner of the screen there are drop downs to create > charts grouped by certain things. However, one of the options is not > Priority. I'd like to add that, but haven't seen where to do it yet. > > Thanks in advance! > > --Jason > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Thu Aug 16 18:19:33 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 16 Aug 2007 15:19:33 -0700 Subject: [rt-users] Limit DeleteTicket Rights In-Reply-To: <46C4BB39.1020109@mhpcc.hpc.mil> References: <46C4BB39.1020109@mhpcc.hpc.mil> Message-ID: <46C4CD75.8050508@lbl.gov> Michele, To take it a bit further, perhaps the ability to change a status or queue should be separate rights as well? Kenn LBNL Michele Hershey wrote: > I'm finding the "opposite" fixes....I ahve the s same issue as > bill at daze.net > ======== > > Hello, > > Using RT 3.6.3, does anyone know how to globally deny DeleteTicket > privelege > to a user? > > We have users with the following privs assigned on a per queue basis: > > ModifyTicket > OwnTicket > ShowTicket > ShowTicketComments > Watch > WatchAsAdminCc > > We are having problems with users "accidently" deleting tickets that > should not be deleted. So we have a new policy where a select few users > are assigned the task of deleting tickets and all other users should never > delete tickets. I would like to enforce this via privs, however I don't > see how to do it. > > Any ideas? > > Thanks! > > Michele > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 michele.hershey.ctr at mhpcc.hpc.mil Thu Aug 16 19:39:39 2007 From: michele.hershey.ctr at mhpcc.hpc.mil (Michele Hershey) Date: Thu, 16 Aug 2007 13:39:39 -1000 Subject: [rt-users] Limit DeleteTicket Rights In-Reply-To: <46C4CD75.8050508@lbl.gov> References: <46C4BB39.1020109@mhpcc.hpc.mil> <46C4CD75.8050508@lbl.gov> Message-ID: <46C4E03B.5030507@mhpcc.hpc.mil> Yes, but I believe that since DeleteTicket is already separate, it should not be included within other rights , as it may be a bug. Kenneth Crocker wrote: > Michele, > > > To take it a bit further, perhaps the ability to change a status > or queue should be separate rights as well? > > > Kenn > LBNL > > Michele Hershey wrote: >> I'm finding the "opposite" fixes....I ahve the s same issue as >> bill at daze.net >> ======== >> >> Hello, >> >> Using RT 3.6.3, does anyone know how to globally deny DeleteTicket >> privelege >> to a user? >> >> We have users with the following privs assigned on a per queue basis: >> >> ModifyTicket >> OwnTicket >> ShowTicket >> ShowTicketComments >> Watch >> WatchAsAdminCc >> >> We are having problems with users "accidently" deleting tickets that >> should not be deleted. So we have a new policy where a select few users >> are assigned the task of deleting tickets and all other users should >> never >> delete tickets. I would like to enforce this via privs, however I don't >> see how to do it. >> >> Any ideas? >> >> Thanks! >> >> Michele >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > -- Michele Hershey, Contractor MHPCC HPC Systems Analyst michele.hershey.ctr at mhpcc.hpc.mil 808.879.5077 X243 http://www.mhpcc.hpc.mil From akila at wso2.com Thu Aug 16 23:40:32 2007 From: akila at wso2.com (Akila Amarathunga) Date: Fri, 17 Aug 2007 09:10:32 +0530 Subject: [rt-users] how to add members to user defined group in RT In-Reply-To: <1187178894.19842.1271.camel@skywalker> References: <1187177259.19842.1258.camel@skywalker> <46C2E3FB.40101@yahoo.com> <1187178894.19842.1271.camel@skywalker> Message-ID: <1187322033.10598.234.camel@skywalker> Hi Guys, I configured RT 3.6.4 but the problem i mentioned exists on this version too :( .. Only work around i found was to create user with admin privileges and add the user to the group and strip off the admin admin privileges.. Thanks, Akila On Wed, 2007-08-15 at 17:24 +0530, Akila Amarathunga wrote: > Hi Mathew, > > I think there's bit of a misunderstanding ... > > Lets take the following scenario.. > > I want to create a queue call 'system1'. Also I want to create some > non-privilege user who can access only this queue. They have rights to > create, close and reply to tickets. > And I like to put them group call 'sys1_grp' and assign that group to > 'system1' queue. > But my problem when I try to add members to the 'sys1_grp'.. RT shows > only the privilege users that are already created in the system. It > doesn't show the non-privilege users I created.. > So how can I do this in RT ? Is this a bug ? > > Thanks, > Akila > > > On Wed, 2007-08-15 at 07:31 -0400, Mathew Snyder wrote: > > Only privileged users can be assigned rights. As far as the queue goes, you > > don't assign them to groups. You have to assign a group to a queue. > > > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > > > > Akila Amarathunga wrote: > > > Hi All, > > > > > > I created a user defined group in RT and tried to add non-privilege > > > users to it. But when i go to the group->Members tab it shows only the > > > privilege users in the system. > > > > > > What I like to do his create user defined group and assign a particular > > > queue to it.. After that I want to add users to the group and those > > > users can only have limited number of rights... > > > > > > Shouldn't RT show the all the users in the system so that admin can add > > > required users to the group? > > > > > > Is this a bug in RT? (I'm using RT 3.6.1) > > > > > > Is it possible ti achieve what I have mention above? > > > > > > Thanks, > > > Akila > > > > > > > > > > > > > > > ------------------------------------------------------------------------ > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: 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 -- Akila Amarathunga Linux Systems Engineer; WSO2, Inc.; http://www.wso2.com/ email: akila at wso2.com; cell: +94 71 682 9488; fax: 0112424303 "Oxygenating the Web Service Platform." -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From espenhw at ovitas.no Fri Aug 17 03:49:52 2007 From: espenhw at ovitas.no (Espen Wiborg) Date: Fri, 17 Aug 2007 09:49:52 +0200 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: <20070816133138.GG19683@plum.flirble.org> (Nicholas Clark's message of "Thu, 16 Aug 2007 14:31:38 +0100") References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> <20070813163650.GU19683@plum.flirble.org> <20070813165522.GA492@bestpractical.com> <20070814112213.GW19683@plum.flirble.org> <20070815174905.GD19683@plum.flirble.org> <20070816133138.GG19683@plum.flirble.org> Message-ID: Nicholas Clark writes: >> You can find the formal syntax and grammar for CSS2 here: >> http://www.w3.org/TR/REC-CSS2/grammar.html >> >> >From that definition and the examples given in >> http://www.w3.org/TR/REC-CSS2/syndata.html, you can do things like: > > ident {nmstart}{nmchar}* > name {nmchar}+ > nmstart [a-zA-Z]|{nonascii}|{escape} > nonascii [^\0-\177] > unicode \\[0-9a-f]{1,6}[ \n\r\t\f]? > escape {unicode}|\\[ -~\200-\4177777] > nmchar [a-z0-9-]|{nonascii}|{escape} > > Mmm. Are they serious that upper case ASCII is only allowed in nmstart and > not nmchar? I should think not. :) And, indeed, http://www.w3.org/TR/REC-CSS2/grammar.html section D.2 includes the crucial '%option case-insensitive'. IIUC, CSS doesn't really care about case, except in quoted strings. -- Espen Wiborg On a Canadian two dollar bill, the flag flying over the Parliament building is an American flag. From kae at midnighthax.com Fri Aug 17 10:14:28 2007 From: kae at midnighthax.com (Keith Edmunds) Date: Fri, 17 Aug 2007 15:14:28 +0100 Subject: [rt-users] Insert blank column in results In-Reply-To: <6.2.3.4.2.20070816085415.041553a8@po14.mit.edu> References: <20070816084736.55942405@ws.rg2.tiger-computing.com> <6.2.3.4.2.20070816085415.041553a8@po14.mit.edu> Message-ID: <20070817151428.64cb63b7@ws.rg2.tiger-computing.com> On Thu, 16 Aug 2007 08:56:09 -0400, sturner at MIT.EDU said: > Doesn't look like the Search Builder UI has a blank element for you > to add. What you can do is construct or load your search and then > switch to the Advanced page. The lower text box lists the results > fields - you can insert blank fields like this: > > '', Thanks for the suggestion, but it doesn't seem to work. No error, but no blank column output either. Keith From rfh at pipex.net Fri Aug 17 10:21:50 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 17 Aug 2007 15:21:50 +0100 Subject: [rt-users] Insert blank column in results In-Reply-To: <20070817151428.64cb63b7@ws.rg2.tiger-computing.com> References: <20070816084736.55942405@ws.rg2.tiger-computing.com> <6.2.3.4.2.20070816085415.041553a8@po14.mit.edu> <20070817151428.64cb63b7@ws.rg2.tiger-computing.com> Message-ID: <46C5AEFE.1090808@pipex.net> Keith; Have you tried selecting NEWLINE from Display Columuns (give it a title of blank if you wish)?? Roy Keith Edmunds wrote: > On Thu, 16 Aug 2007 08:56:09 -0400, sturner at MIT.EDU said: > > >> Doesn't look like the Search Builder UI has a blank element for you >> to add. What you can do is construct or load your search and then >> switch to the Advanced page. The lower text box lists the results >> fields - you can insert blank fields like this: >> >> '', >> > > Thanks for the suggestion, but it doesn't seem to work. No error, but no > blank column output either. > > Keith > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From vadud3 at gmail.com Fri Aug 17 11:17:07 2007 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 17 Aug 2007 11:17:07 -0400 Subject: [rt-users] Slow Query Message-ID: I have few queries that are extremely slow. I am using RT 3.4.5, Perl 5.8.6, Solaris 10 x86, Apache/1.3.33 (Unix) mod_perl/1.29 mod_ssl/2.8.22 OpenSSL/0.9.7g, mysql 4.0.24, DBIx::SearchBuilder 1.40. Is there any tweak to fix the slow querry? Slow Query Logs: # Query_time: 558 Lock_time: 0 Rows_sent: 0 Rows_examined: 2442535 SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.O bjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%txcomber%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId ) ) ); # Query_time: 535 Lock_time: 0 Rows_sent: 1 Rows_examined: 1733112 SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.O bjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%txcomber%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId ) ) ); # Query_time: 526 Lock_time: 0 Rows_sent: 1 Rows_examined: 1733130 SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.O bjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%txcomber%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId ) ) ); # Query_time: 528 Lock_time: 0 Rows_sent: 0 Rows_examined: 1733137 SELECT DISTINCT main.* FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectTyp e = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attach ments_2.Content LIKE '%txcomber%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ) O RDER BY main.id ASC; # Query_time: 2095 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-d7ca7d5da9351479f35fdc4b88daa536', 3600); # Query_time: 541 Lock_time: 0 Rows_sent: 1 Rows_examined: 1733137 SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.O bjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (Attachments_2.Content LIKE '%txcomber%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId ) ) ); RT logs: [Fri Aug 17 13:16:13 2007] [warning]: Duplicate specification "" for option "" (/opt/rt3/lib/RT.pm:287) [Fri Aug 17 13:16:13 2007] [warning]: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at (main:/usr/local/bin/rt:682) at /opt/rt3/lib/RT/Queue_Overlay.pm line 524. (/opt/rt3/lib/RT.pm:287) [Fri Aug 17 13:16:15 2007] [warning]: Use of uninitialized value in pattern match (m//) at /usr/local/lib/perl5/5.8.6/Getopt/Long.pm line 315. (/opt/rt3/lib/RT.pm:287) [Fri Aug 17 13:16:15 2007] [warning]: Use of uninitialized value in string eq at /usr/local/lib/perl5/5.8.6/Getopt/Long.pm line 317. (/opt/rt3/lib/RT.pm:287) [Fri Aug 17 13:16:15 2007] [warning]: Use of uninitialized value in pattern match (m//) at /usr/local/lib/perl5/5.8.6/Getopt/Long.pm line 686. (/opt/rt3/lib/RT.pm:287) -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From gleduc at mail.sdsu.edu Fri Aug 17 14:38:36 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 17 Aug 2007 11:38:36 -0700 Subject: [rt-users] Remove RT signature from subject line Message-ID: <6.2.1.2.2.20070817112214.025ada60@mail.sdsu.edu> Hi All, I thought I'd seen this somewhere before, but I can't find the answer in my archives or the wiki. I want to use a template to send an e-mail, but I don't want the have the ticket info prepended to the original subject line. All of the e-mail coming into a particular queue address should be either generated by a web app or be a reply to an RT-generated e-mail. If an e-mail comes in that is not related to an existing ticket or is not a new ticket from the web app, it was sent to the wrong address and I want to forward it to what I think the intended address is. I'm able to make the generated mail look like the original mail (original from line, replaced reply-to, original content) except for the "[MyOrg #2345] " that gets pasted to the front of the subject line. There's probably a trick to sending mail without it, but I haven't stumbled across it yet. Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From boris.lytochkin at e-port.ru Sat Aug 18 20:47:54 2007 From: boris.lytochkin at e-port.ru (Boris Lytochkin) Date: Sun, 19 Aug 2007 04:47:54 +0400 Subject: [rt-users] [bug] Message without text but with attachment(s) is not recodered Message-ID: <658984487.20070819044754@e-port.ru> The reason is in share/html/Ticket/Display.html: ================ $ARGS{'UpdateContent'} =~ s/\r\n/\n/g if defined $ARGS{'UpdateContent'}; if ( $ARGS{'UpdateTimeWorked'} || ( defined $ARGS{'UpdateContent'} && $ARGS{'UpdateContent'} ne '' && $ARGS{'UpdateContent'} ne "-- \n" . $session{'CurrentUser'}->UserObj->Signature ) ) { $ARGS{UpdateAttachments} = $session{'Attachments'}; ProcessUpdateMessage( ARGSRef => \%ARGS, Actions => \@Actions, TicketObj => $TicketObj, ); delete $session{'Attachments'}; } ================ But should be ================ if ( $ARGS{'UpdateTimeWorked'} || ( defined $ARGS{'UpdateContent'} && $ARGS{'UpdateContent'} ne '' ) || scalar(keys(%{$session{'Attachments'}})) ) { $ARGS{'UpdateContent'} = $ARGS{'UpdateContent'}."-- \n".$session{'CurrentUser'}->UserObj->Signature; $ARGS{UpdateAttachments} = $session{'Attachments'}; ProcessUpdateMessage( ARGSRef => \%ARGS, Actions => \@Actions, TicketObj => $TicketObj, ); delete $session{'Attachments'}; } ================ Additionally, 'IncludeSignature => 0' must be set in MessageBox on Update.html page. The same situation is with BulkUpdate form, it must be like this: ================ # Prepare for ticket updates if ($ARGS{'UpdateContent'}) { if ( $ARGS{'UpdateContent'} ne '' || scalar(keys(%{$session{'Attachments'}})) ){ $ARGS{'UpdateContent'} .= "\n-- \n".$session{'CurrentUser'}->UserObj->Signature; $do_comment_reply = 1; } } ================ with 'IncludeSignature => 0' set in MessageBox. 'IncludeSignature => 0' should be used because of different wrapping styles - make your signature be with looong lines without hand-made wrapping (using \n) - RT will record your signature as text because $ARGS{'UpdateContent'} ne "-- \n".$session{'CurrentUser'}->UserObj->Signature ) will be true because of broken '\n' sequence. -- Boris Lytochkin JSC e-port, Moscow From cybr2th at gmail.com Sat Aug 18 23:26:57 2007 From: cybr2th at gmail.com (Steve Surles) Date: Sat, 18 Aug 2007 23:26:57 -0400 Subject: [rt-users] Fresh install and root password "password" doesnt work! Message-ID: <129aaf110708182026m3dfae52ev77cbec0f71e16403@mail.gmail.com> Hi guys, I did a fresh install of Ubuntu 7.04. I used the installation help for Ubuntu on the wiki for 7.04. Everything went off without a hitch. But I try to log in with u=root pw=password and it tells me invalid user! I have search high and low on how to fix but most posts just talk about using MySQL to fix it. Well, I am not using that, per the wiki I have postgres (8.1) installed. I am not a programmer, so a clear cut command 1., command 2 list of instructions would be most helpful. You help, I send cookies. =-) -Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From cybr2th at gmail.com Sun Aug 19 16:46:55 2007 From: cybr2th at gmail.com (Steve) Date: Sun, 19 Aug 2007 16:46:55 -0400 Subject: [rt-users] Re: Fresh install and root password "password" doesnt work! In-Reply-To: <129aaf110708182026m3dfae52ev77cbec0f71e16403@mail.gmail.com> References: <129aaf110708182026m3dfae52ev77cbec0f71e16403@mail.gmail.com> Message-ID: <46C8AC3F.60908@gmail.com> Steve Surles wrote: > Hi guys, I did a fresh install of Ubuntu 7.04. I used the installation > help for Ubuntu on the wiki for 7.04. > Everything went off without a hitch. > > But I try to log in with u=root pw=password and it tells me invalid user! > I have search high and low on how to fix but most posts just talk > about using MySQL to fix it. Well, I am not using that, per the wiki I > have postgres (8.1) installed. > I am not a programmer, so a clear cut command 1., command 2 list of > instructions would be most helpful. > > You help, I send cookies. =-) > > > -Steve Cancel that. I formatted, installed ubuntu 7.04, updates, rt 3.4 (instead of 3.6) and it worked flawlessly. Thanks for listening though! From aaron at thunderbirdbroadband.net Sun Aug 19 19:04:05 2007 From: aaron at thunderbirdbroadband.net (aaron at thunderbirdbroadband.net) Date: Sun, 19 Aug 2007 16:04:05 -0700 Subject: [rt-users] RT3.6 new install, URL format with no fqdn in "at a glance", other pages fine. Message-ID: <156g5nti1gixpjw.190820071604@thunderbirdbroadband.net> Hello, I have a new install of RT 3.6 on ubuntu 7.04 running ISPConfig and Cacti with Apache 2 and fast cgi. Mysql for the database, postfix for mail. The hyperlinks generated for viewing tickets from the ?At a Glance? or ?home? page do not include the fully qualified domain name (HYPERLINK "http://ticket/display.html"http://ticket/display.html?..). The Simple search and tickets views from the top nav are renedering urls correctly. It seems that the 10 highest priority tickets and the 10 newest unowned tickets views have this problem, though the default quick search ?general? and the other pages do not have the problem. I have checked the settings in the RT_Config and have the following settings: WebPath, ?? WebBaseURL, HYPERLINK "http://support.mydomain.com:$WebPort/"http://support.mydomain.com:$WebPort DefaultSearchResultFormat, ? From aaron at thunderbirdbroadband.net Sun Aug 19 19:45:04 2007 From: aaron at thunderbirdbroadband.net (aaron at thunderbirdbroadband.net) Date: Sun, 19 Aug 2007 16:45:04 -0700 Subject: [rt-users] RT3.6 new install, URL format with no fqdn in "at a glance", other pages fine. In-Reply-To: <156g5nti1gixpjw.190820071604@thunderbirdbroadband.net> Message-ID: A little more information that I just discovered. On the ?At a glance/Home? page view, the hyperlink in the ticket number is correct, but the one in the title (which I was trying to use) is not. I found a similar problem in the archives, but no responses. I also saw in the archives that someone had the opposite problem after an upgrade. In that case, the at a glance page rendered links properly, but the other search results pages gave the HYPERLINK "http://ticket/display"http://ticket/display problem. In that users case, changing the DefaultSearchResultFormat in the RT_Config file took care of the problem, but not in my case. Apparently the at a glance page does not use the value. _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of aaron at thunderbirdbroadband.net Sent: Sunday, August 19, 2007 4:04 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT3.6 new install,URL format with no fqdn in "at a glance", other pages fine. Hello, I have a new install of RT 3.6 on ubuntu 7.04 running ISPConfig and Cacti with Apache 2 and fast cgi. Mysql for the database, postfix for mail. The hyperlinks generated for viewing tickets from the ?At a Glance? or ?home? page do not include the fully qualified domain name (HYPERLINK "http://ticket/display.html"http://ticket/display.html?..). The Simple search and tickets views from the top nav are renedering urls correctly. It seems that the 10 highest priority tickets and the 10 newest unowned tickets views have this problem, though the default quick search ?general? and the other pages do not have the problem. I have checked the settings in the RT_Config and have the following settings: WebPath, ?? WebBaseURL, HYPERLINK "http://support.mydomain.com:$WebPort/"http://support.mydomain.com:$WebPort DefaultSearchResultFormat, ? From jmoseley at corp.xanadoo.com Sun Aug 19 19:57:58 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Sun, 19 Aug 2007 18:57:58 -0500 Subject: [rt-users] RT3.6 new install, URL format with no fqdn in "at a glance", other pages fine. In-Reply-To: Message-ID: You need to make your changes in RT_SiteConfig.pm. Any settings in that file override the defaults in RT_Config.pm. That's step 1. James Moseley Sent by: To rt-users-bounces@ lists.bestpractic cc al.com Subject RE: [rt-users] RT3.6 new install, 08/19/2007 06:45 URL format with no fqdn in "at a PM glance", other pages fine. A little more information that I just discovered. On the ?At a glance/Home? page view, the hyperlink in the ticket number is correct, but the one in the title (which I was trying to use) is not. I found a similar problem in the archives, but no responses. I also saw in the archives that someone had the opposite problem after an upgrade. In that case, the at a glance page rendered links properly, but the other search results pages gave the http://ticket/display problem. In that users case, changing the DefaultSearchResultFormat in the RT_Config file took care of the problem, but not in my case. Apparently the at a glance page does not use the value. From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of aaron at thunderbirdbroadband.net Sent: Sunday, August 19, 2007 4:04 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT3.6 new install,URL format with no fqdn in "at a glance", other pages fine. Hello, I have a new install of RT 3.6 on ubuntu 7.04 running ISPConfig and Cacti with Apache 2 and fast cgi. Mysql for the database, postfix for mail. The hyperlinks generated for viewing tickets from the ?At a Glance? or ?home? page do not include the fully qualified domain name ( http://ticket/display.html?..). The Simple search and tickets views from the top nav are renedering urls correctly. It seems that the 10 highest priority tickets and the 10 newest unowned tickets views have this problem, though the default quick search ?general? and the other pages do not have the problem. I have checked the settings in the RT_Config and have the following settings: WebPath, ?? WebBaseURL, http://support.mydomain.com:$WebPort DefaultSearchResultFormat, ?
    <%$CustomField->Name%>
    <%$CustomField->FriendlyType%> But my HTML can be:
    +% my $class = RT::Interface::Web::SanitizeCSSIdentifier('CF-Edit-' . $CustomField->Name); +% $class = qq{ class="$class"} if length $class; - + > +% my $class = RT::Interface::Web::SanitizeCSSIdentifier('CF-Show-' . $CustomField->Name); +% $class = qq{ class="$class"} if length $class; + > . . . Some more html code . . <%INIT> my $GroupObjAO = RT::Group->new( $session{ 'CurrentUser' } ); my $GroupObjBA = RT::Group->new( $session{ 'CurrentUser' } ); my $GroupObjGE = RT::Group->new( $session{ 'CurrentUser' } ); my $GroupObjOQ = RT::Group->new( $session{ 'CurrentUser' } ); my $GroupObjRJ = RT::Group->new( $session{ 'CurrentUser' } ); my $GroupObjUA = RT::Group->new( $session{ 'CurrentUser' } ); my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } ); $PrincipalObj->Load( $session{ 'CurrentUser' }->id ); $GroupObjAO->LoadUserDefinedGroup( 'RFC-AUTH-AO' ); my $HasMemberAO = $GroupObjAO->HasMemberRecursively( $PrincipalObj ); $GroupObjBA->LoadUserDefinedGroup( 'RFC-AUTH-BA' ); my $HasMemberBA = $GroupObjBA->HasMemberRecursively( $PrincipalObj ); $GroupObjGE->LoadUserDefinedGroup( 'RFC-AUTH-GE' ); my $HasMemberGE = $GroupObjGE->HasMemberRecursively( $PrincipalObj ); $GroupObjOQ->LoadUserDefinedGroup( 'RFC-AUTH-OQ' ); my $HasMemberOQ = $GroupObjOQ->HasMemberRecursively( $PrincipalObj ); $GroupObjRJ->LoadUserDefinedGroup( 'RFC-AUTH-RJ' ); my $HasMemberRJ = $GroupObjRJ->HasMemberRecursively( $PrincipalObj ); $GroupObjUA->LoadUserDefinedGroup( 'RFC-AUTH-UA' ); my $HasMemberUA = $GroupObjUA->HasMemberRecursively( $PrincipalObj ); The result of this page looks like this: Business Application Change - install, change or delete business applications %if ($HasMemberBA) { Business Application Change %} else { Business Application %} So, it looks like the perl part was not parsed from RT. Its displaying pure html all perl code parts are text in this case. Any ideas or hints? Thanks Torsten -- Thanks in advance .... : Torsten Brumm : : Kuehne + Nagel : HAM - MI-ID : : Bauerbergweg 23-25 : 22111 Hamburg : : +49 (40) 30333 3199 : +49 (40) 30333 44 3199 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Thu Aug 23 12:00:58 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 23 Aug 2007 09:00:58 -0700 Subject: [rt-users] Seeking notification method advice In-Reply-To: <46CCBC8E.F8B4.0061.0@buffalo.k12.mn.us> References: <46CB61730200006100010D85@staffmail.buffalo.k12.mn.us> <6.2.1.2.2.20070822082810.02570978@mail.sdsu.edu> <46CC5FA6.F8B4.0061.0@buffalo.k12.mn.us> <6.2.1.2.2.20070822141126.025eacc8@mail.sdsu.edu> <46CCBC8E.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <6.2.1.2.2.20070823082336.0259b008@mail.sdsu.edu> Hi Tim, You know, I'm not sure whether RT will automatically assign a From: and Subject: if they're not supplied. I've been surprised in the past by its cleverness, so it wouldn't surprise me at all if it uses the default queue address and the ticket subject if you don't supply them. Try leaving off the From: and Subject: lines and see what happens. Otherwise, you'd want something like this: my $from_address = 'rt at myorg.org'; my $subject = $Ticket->Transactions->First->Subject; And yes, you need to make a new template for this. Make sure you don't have any blank lines at the top of the template. So, putting it all together (more or less), your template would consist of everything between the ===== lines below ===== { ### Template for notifying campus techs my $bldg = $Ticket->FirstCustomFieldValue('Building'); my $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup("SupportTeam-$group"); my $addresslist = $group->MemberEmailAddressesAsString; $OUT = "To: addresslist Boilerplate text goes here. Have a nice day, The RT ticketing system "; } ===== Robert Long added to this thread with a suggestion that might make your template even simpler. He's put all of the perl code right after To: and then the rest of the template is just static text. Using his suggestion, your template would look like the stuff between the ===== lines below ===== To: { my $bldg = $Ticket->FirstCustomFieldValue('Building'); my $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup("SupportTeam-$bldg"); $group->MemberEmailAddressesAsString;} Boilerplate text goes here. Have a nice day, The RT ticketing system ===== I prefer building the entire message inside my { perl code } like the first template because I usually put dynamic stuff inside the message body and it's easier for me to follow what I'm doing if I know that the only thing that is going to be sent is in $OUT. But that's just the way my mind works. Gene At 08:45 PM 8/22/2007, Tim Wilson wrote: > >>> On Wed, Aug 22, 2007 at 4:40 PM, in message ><6.2.1.2.2.20070822141126.025eacc8 at mail.sdsu.edu>, Gene LeDuc > wrote: > > > In your template you get the value of the field with: > > my $bldg = $Ticket- >FirstCustomFieldValue('Building'); > > > Then you do the e- mail: > > $OUT = "From: $from_address > > To: $addresslist > > Subject: $subject > > > > Boilerpalte text goes here. > > "; > >Gene, > >Is there something magic about $from_address and $subject or do I need to >create those variables? I'm assuming that I can't use the built-in RT >templates for those since I'm adding all this perl to the template. > >My template now looks like this: > >my $bldg = $Ticket->FirstCustomFieldValue('Building'); >my $group = RT::Group->new( $RT::SystemUser ); >$group->LoadUserDefinedGroup("SupportTeam-$group"); >my $addresslist = $group->MemberEmailAddressesAsString; > >$OUT = "From: $from_address >To: $addresslist >Subject: $subject > >This is a test message. >"; > >This isn't working, and I get the following error in the RT log: > >Aug 22 22:37:43 support RT: error: couldn't parse head; error near: my >$bldg >= $Ticket->FirstCustomFieldValue('Building'); my $group = RT::Group->new( >$RT::S >ystemUser ); $group->LoadUserDefinedGroup("SupportTeam-$group"); my >$addresslist > = $group->MemberEmailAddressesAsString; > (/usr/local/rt3/lib/RT/Template_Overlay >.pm:336) > >So obviously the message isn't being generated correctly. I've been >scouring the wiki looking for other template examples that use this sort >of method, but I'm not having much luck making sense of them. Any help >would be greatly appreciated. > >-Tim > > > >-- >Tim Wilson, Director of Technology >Buffalo-Hanover-Montrose Schools >214 1st Ave NE Buffalo, MN 55313 >ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us -- Gene LeDuc, GSEC Security Analyst San Diego State University From jmoseley at corp.xanadoo.com Thu Aug 23 12:11:08 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Thu, 23 Aug 2007 11:11:08 -0500 Subject: [rt-users] Upgrading from 3.4.0 to 3.6.4 Script In-Reply-To: <269AA1CDDE5D514FAFFA712CB9996FC40111FE12@GAXGPEX32.southernco.com> Message-ID: Tom, there are fairly detailed instructions in the source code for upgrading. If you are trying to put the latest version on the same server, then you can install the newest version in a different directory (this is what I do), copy the RT_SiteConfig.pm from the old location to the new, then create a symbolic link for the new directory. This way, you can test the new installation, then easily fall back by changing the symbolic link to point to the instance of 3.4.0. The other option is to do a 'make upgrade' which will overwrite any files necessary in the current installation to get it up to the latest version. Before performing either method, you'll need to do a 'make testdeps' to see which perl modules will need to be upgraded and newly installed in order to satisfy the requirements of the latest version. However, here are the problems you'll run into. First, any customizations you've done (stuff in the local directory, or if you've modified any other files) will have to be found and compared against the same files in the latest version, otherwise, making such a big move from 3.4.0 to 3.6.4, your customizations are likely to break. Secondly, there have been quite a few changes to the options in the config files (RT_SiteConfig.pm). Some of the options available in 3.4.0 are now outdated, ignored, etc, in the latest versions of RT. Reading the release notes between versions is the best way to keep up with those changes. Lastly, contained in the source files is the documentation on how to upgrade the schema in your SQL (or other) database. You'll have to run several scripts in order to get your RT database to a state that will work with RT 3.6.x. Honestly, though, the easiest and safest way to perform an upgrade which leaps over so many versions is simply to install RT to another server, install all the required perl modules, make a copy of the current RT DB and then upgrade it, then test the new installation against the upgraded copy of the DB. Once everything is working, upgrade the schema of the working DB using the scripts, then point the new version of RT to the old, upgraded DB. James Moseley "Lutz, Thomas W." To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Upgrading from 3.4.0 to 3.6.4 Script 08/23/2007 09:50 AM Does anyone have a script to upgrade RT to the latest version, 3.6.4? Current RT: 3.4.0 OS: Windows XP-SP2 Tom Lutz Business Systems Analyst Georgia Power Company Bin 71020 43 Executive Park East Atlanta, GA 30329 (Phone) 404.929.5059 (Cell) 404.473.0637 (Pager) 888.629.2110 (Radio) 1*60*6439_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 Aug 23 12:18:20 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 23 Aug 2007 09:18:20 -0700 Subject: [rt-users] Scrip Help needed (grabbing Organization) In-Reply-To: <487037.88985.qm@web58703.mail.re1.yahoo.com> References: <487037.88985.qm@web58703.mail.re1.yahoo.com> Message-ID: <6.2.1.2.2.20070823090524.0258dfe0@mail.sdsu.edu> Hi Sean, Here's my understanding of what you're trying to do: 1. Ticket comes in to default incoming queue. 2. An admin sees it and changes the Owner to himself. 3. The ticket moves into the admin's personal queue. If that is it, there's a pretty simple way to do this. Use your "On Owner Change" scrip and replace the actions stuff with this. It should move the ticket into a queue that has the same name as the ticket owner. $self->TicketObj->SetQueue($self->TicketObj->OwnerObj->Name); If your objective is something else, could you clarify that for me? Regards, Gene At 06:28 PM 8/22/2007, Sean wrote: >Hi, I am trying to modify one of the contributed scrip's on here which >relates to "taking a ticket" and having it automatically go to a certain >queue. We have one queue that all requests go to (i.e. customer facing) >and the admins have their own queues of responsibility. I didn't want to >screw with custom fields, and because we don't use the information in the >customer info page (i.e address etc..) I figured just for the admin's, I >would put the queue name in the organization field. So, here is the scrip, >which I have tried for hours to get to work (so there may be some >extraneous things here) - Basically, the problem as I see it, is that I >can't get the syntax or something correct to get the value in the >organization field, as when I set: $newqueue = "queue1" - the code DOES >change the queue, but I can't get it to grab the value in the organization >field. The scrip is Condition: On Owner Change, Action: User Defined, >Template: Global template: blank, Stage is TransactionCreate Script in >Custom condition: blank Scrip in Custom action preparation code: return 1 >Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); >$User->Load( $User->Organization); my $newqueue = $User->Organization; >$newqueue = ($User->Organization); $RT::Logger->info("Ticket took by an >admin : new ticket in admin queue"); my ($status, $msg) = >$self->TicketObj->SetQueue($newqueue); >$self->TicketObj->SetQueue($newqueue); $RT::Logger->info("Set queue to >($newqueue)"); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt >RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) >Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any >help. >____________________________________________________________________________________ >Pinpoint customers who are looking for what you sell. >http://searchmarketing.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 -- Gene LeDuc, GSEC Security Analyst San Diego State University From KFCrocker at lbl.gov Thu Aug 23 12:47:07 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 23 Aug 2007 09:47:07 -0700 Subject: [rt-users] Scrip Help needed (grabbing Organization) In-Reply-To: <487037.88985.qm@web58703.mail.re1.yahoo.com> References: <487037.88985.qm@web58703.mail.re1.yahoo.com> Message-ID: <46CDBA0B.3010009@lbl.gov> Sean, Why go through all that? Why not give each AdminCc of each different queue the right to "SeeQueue", ShowTicket", "ModifyTicket", "CommentOnTicket" in the general queue where all the tickets are held originally (maybe create a group named "QueueAdmin" for that purpose alone) that way they can find tickets they should work on in the general Queue and make a comment and change the queue (and maybe even assign an owner) all at once for any particular ticket so someone in the support-group that works on tickets in the new queue can take it. Either way, the ticket has been moved without the need of scrips or custom fields. BTW, the correct message would be "Ticket taken ...". I either don't understand the question or the nned or both. ?? Kenn LBNL Sean wrote: > Hi, > > I am trying to modify one of the contributed scrip's on here which relates to "taking a ticket" and having it automatically go to a certain queue. > > We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. > > So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: > > $newqueue = "queue1" - the code DOES change the queue, but I can't get it to grab the value in the organization field. > > The scrip is > Condition: On Owner Change, > Action: User Defined, > Template: Global template: blank, > Stage is TransactionCreate > > Script in Custom condition: blank > Scrip in Custom action preparation code: > > return 1 > > Scrip in action cleanup code: > > my $User = new RT::User($RT::SystemUser); > $User->Load( $User->Organization); > my $newqueue = $User->Organization; > $newqueue = ($User->Organization); > $RT::Logger->info("Ticket took by an admin : new ticket in admin queue"); > my ($status, $msg) = $self->TicketObj->SetQueue($newqueue); > $self->TicketObj->SetQueue($newqueue); > $RT::Logger->info("Set queue to ($newqueue)"); > return 1; > > Output in /var/log/messages: > > Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva > l 2459):6) > Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) > > Thanks for any help. > > > > ____________________________________________________________________________________ > Pinpoint customers who are looking for what you sell. > http://searchmarketing.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 KFCrocker at lbl.gov Thu Aug 23 12:56:50 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 23 Aug 2007 09:56:50 -0700 Subject: [rt-users] Customer Management with RT? In-Reply-To: References: Message-ID: <46CDBC52.6080005@lbl.gov> Aaron, I would merely modify any scrip that notifies requestors and etc. to "notify Owner" or "Notify AdminCc" or "Notify Cc" in the action drop-down and save. If you need more than one of these to be notified then duplicate the modified scrip with a different recipient in the action drop-down and re-name the scrip. Kenn LBNL aaron at thunderbirdbroadband.net wrote: > > Kenn, > > This would work out perfectly. I have created a Group called "Customers". It > is a non privileged group. My customer service rep can create a ticket and > add the customer "John Doe" as a requestor. > > I can then search for tickets where requestor name is "John Doe" to see all > the previous incidents and tickets associated with that customer. > > Now the question is, how to keep them from receiving an email. I can have it > so that no requestors get email under any circumstances, that would be fine. > > I looked in the rights and saw nothing regarding notification rights. I am > also not sure which default scrips to delete/modify. I assume only the ones > that refer to requestors. It would be ideal if I could modify the scrips so > that : > > It only send an email if the requestor does not belong to the group > "Customers", or if the requestor is "Privileged" > > Any advice on how to do so? > > Thanks for the help, > > Aaron > ------------------------ > > > Aaron, > > > Why not just let the customer/user be the requestor and remove any > notification privileges and/or modify any notification scrips to not > send to the requestor accordingly? That way, they know nothing unless > you send them direct E_mail and you have a requestoer that can be used > for any kind of query. Hope this helps. > > > Kenn > LBNL > > aaron at thunderbirdbroadband.net wrote: >> Hello, >> >> I run an ISP and would like to use RT to manage customer information as >> well as track their support issues. >> >> >> >> I added custom fields to Users so as to be able to include IP addresses >> and other standard customer info. >> >> >> >> I plan to create a non privileged user for each customer. >> >> >> >> Is there a way to attach a ticket to a user without making them an >> owner? More importantly, is there a way to attach a ticket to a user and >> not have them get an email regarding it? >> >> >> >> I would like to be able to track incidents, updates and notes as tickets >> associated with a user (Customer) without spamming them every time we do >> some internal updates. >> >> >> >> I also need to be able to search by a user/customer and view their > tickets. >> >> >> Is there a good way to do this? >> >> >> >> Thanks for any help. >> >> >> >> -Aaron >> >> >> >> >> No virus found in this outgoing message. >> Checked by AVG Free Edition. >> Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: >> 8/20/2007 5:44 PM >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 > 9:05 AM > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 > 9:05 AM > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 > 9:05 AM > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 > 9:05 AM > > > From stroke_of_death at yahoo.com Thu Aug 23 14:34:10 2007 From: stroke_of_death at yahoo.com (Sean) Date: Thu, 23 Aug 2007 11:34:10 -0700 (PDT) Subject: [rt-users] Scrip Help needed (grabbing Organization) Message-ID: <728294.2094.qm@web58703.mail.re1.yahoo.com> This did it. It was actually that we have a default incoming queue, and certain team members are say, unix, and others are network, so when someone in the network team took at ticket, it would move to the network queue (vs. having their own personal queue) so i am storing the value of the queue (unix, network, etc...) in the "Organization" field, so I took your snippet below: $self->TicketObj->SetQueue($self->TicketObj->OwnerObj->Name); and changed it to: $self->TicketObj->SetQueue($self->TicketObj->OwnerObj->Organization); Thanks a million!!!! -Sean ----- Original Message ---- From: Gene LeDuc To: Sean ; rt-users at lists.bestpractical.com Sent: Thursday, August 23, 2007 11:18:20 AM Subject: Re: [rt-users] Scrip Help needed (grabbing Organization) Hi Sean, Here's my understanding of what you're trying to do: 1. Ticket comes in to default incoming queue. 2. An admin sees it and changes the Owner to himself. 3. The ticket moves into the admin's personal queue. If that is it, there's a pretty simple way to do this. Use your "On Owner Change" scrip and replace the actions stuff with this. It should move the ticket into a queue that has the same name as the ticket owner. $self->TicketObj->SetQueue($self->TicketObj->OwnerObj->Name); If your objective is something else, could you clarify that for me? Regards, Gene At 06:28 PM 8/22/2007, Sean wrote: >Hi, I am trying to modify one of the contributed scrip's on here which >relates to "taking a ticket" and having it automatically go to a certain >queue. We have one queue that all requests go to (i.e. customer facing) >and the admins have their own queues of responsibility. I didn't want to >screw with custom fields, and because we don't use the information in the >customer info page (i.e address etc..) I figured just for the admin's, I >would put the queue name in the organization field. So, here is the scrip, >which I have tried for hours to get to work (so there may be some >extraneous things here) - Basically, the problem as I see it, is that I >can't get the syntax or something correct to get the value in the >organization field, as when I set: $newqueue = "queue1" - the code DOES >change the queue, but I can't get it to grab the value in the organization >field. The scrip is Condition: On Owner Change, Action: User Defined, >Template: Global template: blank, Stage is TransactionCreate Script in >Custom condition: blank Scrip in Custom action preparation code: return 1 >Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); >$User->Load( $User->Organization); my $newqueue = $User->Organization; >$newqueue = ($User->Organization); $RT::Logger->info("Ticket took by an >admin : new ticket in admin queue"); my ($status, $msg) = >$self->TicketObj->SetQueue($newqueue); >$self->TicketObj->SetQueue($newqueue); $RT::Logger->info("Set queue to >($newqueue)"); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt >RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) >Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any >help. >____________________________________________________________________________________ >Pinpoint customers who are looking for what you sell. >http://searchmarketing.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 -- Gene LeDuc, GSEC Security Analyst San Diego State University ____________________________________________________________________________________ Luggage? GPS? Comic books? Check out fitting gifts for grads at Yahoo! Search http://search.yahoo.com/search?fr=oni_on_mail&p=graduation+gifts&cs=bz From ruz at bestpractical.com Thu Aug 23 15:16:22 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 23 Aug 2007 23:16:22 +0400 Subject: [rt-users] Scrip Help needed (grabbing Organization) In-Reply-To: <728294.2094.qm@web58703.mail.re1.yahoo.com> References: <728294.2094.qm@web58703.mail.re1.yahoo.com> Message-ID: <589c94400708231216i1c26e65ep63a6c6c75d0bacba@mail.gmail.com> Oh, you've found solution, I hope another reply will make things clearer and help you next day :) On 8/23/07, Sean wrote: > This did it. > > It was actually that we have a default incoming queue, and certain team members > are say, unix, and others are network, so when someone in the network team took > at ticket, it would move to the network queue (vs. having their own personal queue) > so i am storing the value of the queue (unix, network, etc...) in the "Organization" field, so > I took your snippet below: > > $self->TicketObj->SetQueue($self->TicketObj->OwnerObj->Name); > > and changed it to: > > $self->TicketObj->SetQueue($self->TicketObj->OwnerObj->Organization); > > Thanks a million!!!! > > -Sean > > ----- Original Message ---- > From: Gene LeDuc > To: Sean ; rt-users at lists.bestpractical.com > Sent: Thursday, August 23, 2007 11:18:20 AM > Subject: Re: [rt-users] Scrip Help needed (grabbing Organization) > > > Hi Sean, > > Here's my understanding of what you're trying to do: > 1. Ticket comes in to default incoming queue. > 2. An admin sees it and changes the Owner to himself. > 3. The ticket moves into the admin's personal queue. > > If that is it, there's a pretty simple way to do this. Use your "On Owner > Change" scrip and replace the actions stuff with this. It should move the > ticket into a queue that has the same name as the ticket owner. > > $self->TicketObj->SetQueue($self->TicketObj->OwnerObj->Name); > > If your objective is something else, could you clarify that for me? > > Regards, > Gene > > At 06:28 PM 8/22/2007, Sean wrote: > >Hi, I am trying to modify one of the contributed scrip's on here which > >relates to "taking a ticket" and having it automatically go to a certain > >queue. We have one queue that all requests go to (i.e. customer facing) > >and the admins have their own queues of responsibility. I didn't want to > >screw with custom fields, and because we don't use the information in the > >customer info page (i.e address etc..) I figured just for the admin's, I > >would put the queue name in the organization field. So, here is the scrip, > >which I have tried for hours to get to work (so there may be some > >extraneous things here) - Basically, the problem as I see it, is that I > >can't get the syntax or something correct to get the value in the > >organization field, as when I set: $newqueue = "queue1" - the code DOES > >change the queue, but I can't get it to grab the value in the organization > >field. The scrip is Condition: On Owner Change, Action: User Defined, > >Template: Global template: blank, Stage is TransactionCreate Script in > >Custom condition: blank Scrip in Custom action preparation code: return 1 > >Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); > >$User->Load( $User->Organization); my $newqueue = $User->Organization; > >$newqueue = ($User->Organization); $RT::Logger->info("Ticket took by an > >admin : new ticket in admin queue"); my ($status, $msg) = > >$self->TicketObj->SetQueue($newqueue); > >$self->TicketObj->SetQueue($newqueue); $RT::Logger->info("Set queue to > >($newqueue)"); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt > >RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) > >Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any > >help. > >____________________________________________________________________________________ > >Pinpoint customers who are looking for what you sell. > >http://searchmarketing.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 > > > -- > Gene LeDuc, GSEC > Security Analyst > San Diego State University > > > ____________________________________________________________________________________ > Luggage? GPS? Comic books? > Check out fitting gifts for grads at Yahoo! Search > http://search.yahoo.com/search?fr=oni_on_mail&p=graduation+gifts&cs=bz > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Aug 23 15:38:49 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 23 Aug 2007 15:38:49 -0400 Subject: [rt-users] Re: How can i write patch in RT In-Reply-To: <46CDCC80.7000102@gmail.com> References: <46CDCC80.7000102@gmail.com> Message-ID: On Aug 23, 2007, at 2:05 PM, rootkiter wrote: > Hi Vincent, > I don't know the way to wirte a patch in RT. I find in rt-list > but see nothing. Could you tell me some info about it? > Generally, you make changes to the source code, then use diff -ur against your new code and the original code. What are you looking for more specifically? > -- > Ngo Viet Anh > 18 Nguyen Du - Ha Noi > Tel: +84 4 9445510, Fax: +84 4 9446617 > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From LMacInnes at stargate.ca Thu Aug 23 17:49:52 2007 From: LMacInnes at stargate.ca (Liam R. MacInnes) Date: Thu, 23 Aug 2007 14:49:52 -0700 Subject: [rt-users] Re: How can i write patch in RT In-Reply-To: Message-ID: <321A94C57477C4419BE5DAF576D50FB21CD6510B@hand.sghosted.local> Can anyone direct me to a patch for RT 3.6.1 that will stop the RT at a glance page from counting tickets in other queues from being counted towards the "X newest unowned tickets" ? I have 3 queues a user has permissions to 2 of them but the tickets from the 3rd queue are counted in the "X newest unowned tickets" field. So it says something like 43 tickets found but only 3 show up. I greatly appreciate any help. Cheers, Liam From daveturnau at hotmail.com Thu Aug 23 18:09:47 2007 From: daveturnau at hotmail.com (davidturnau) Date: Thu, 23 Aug 2007 15:09:47 -0700 (PDT) Subject: [rt-users] Need help referencing custom fields in CreateTicket template Message-ID: <12302188.post@talk.nabble.com> I have a Create Ticket scrip that works until I try to reference a custom field. The template looks like this: ===Create-Ticket: hardware Queue: Hardware Subject: {$Ticket->FirstCustomFieldValue('Product');} The Custom Field "Product" exists and is applied to queue that the scrip is running in. I have set the 'see', 'modify' and 'admin' rights for everyone. The worst part is that this was working fine yesterday and today it is failing. I have tried many options to set this value that I have found on this mailing list and I still can't get it to work. My RT version is 3.4.4 My server is running Ubuntu 6.10 The syslog error is: Aug 23 13:08:29 support-server RT: Exiting subroutine via next at /usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980. (/usr/share/request-tracker3.4/lib/RT.pm:287) Any suggestions would be greatly appreciated. -- View this message in context: http://www.nabble.com/Need-help-referencing-custom-fields-in-CreateTicket-template-tf4320089.html#a12302188 Sent from the Request Tracker - User mailing list archive at Nabble.com. From gleduc at mail.sdsu.edu Thu Aug 23 18:17:24 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 23 Aug 2007 15:17:24 -0700 Subject: [rt-users] Need help referencing custom fields in CreateTicket template In-Reply-To: <12302188.post@talk.nabble.com> References: <12302188.post@talk.nabble.com> Message-ID: <6.2.1.2.2.20070823151504.025b4be0@mail.sdsu.edu> Hi David, Try turning your logging level up to Debug (in RT_SiteConfig.pm) and then see what turns up in rt.log. Remember to restart your web server so the change takes effect. Regards, Gene At 03:09 PM 8/23/2007, davidturnau wrote: >I have a Create Ticket scrip that works until I try to reference a custom >field. The template looks like this: > >===Create-Ticket: hardware >Queue: Hardware >Subject: {$Ticket->FirstCustomFieldValue('Product');} > >The Custom Field "Product" exists and is applied to queue that the scrip is >running in. I have set the 'see', 'modify' and 'admin' rights for everyone. > >The worst part is that this was working fine yesterday and today it is >failing. I have tried many options to set this value that I have found on >this mailing list and I still can't get it to work. > >My RT version is 3.4.4 >My server is running Ubuntu 6.10 >The syslog error is: >Aug 23 13:08:29 support-server RT: Exiting subroutine via next at >/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980. >(/usr/share/request-tracker3.4/lib/RT.pm:287) > >Any suggestions would be greatly appreciated. >-- >View this message in context: >http://www.nabble.com/Need-help-referencing-custom-fields-in-CreateTicket-template-tf4320089.html#a12302188 >Sent from the Request Tracker - User mailing list archive at Nabble.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 From KFCrocker at lbl.gov Thu Aug 23 19:04:29 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 23 Aug 2007 16:04:29 -0700 Subject: [rt-users] Need help referencing custom fields in CreateTicket template In-Reply-To: <12302188.post@talk.nabble.com> References: <12302188.post@talk.nabble.com> Message-ID: <46CE127D.8050001@lbl.gov> David, We are also on 3.4.4 and we have several scrips that use custom fields. are you sure it is still enabled sinceothers can mess with it the way your privileges are set? Has someone modified it? What is the code? Kenn LBNL davidturnau wrote: > I have a Create Ticket scrip that works until I try to reference a custom > field. The template looks like this: > > ===Create-Ticket: hardware > Queue: Hardware > Subject: {$Ticket->FirstCustomFieldValue('Product');} > > The Custom Field "Product" exists and is applied to queue that the scrip is > running in. I have set the 'see', 'modify' and 'admin' rights for everyone. > > The worst part is that this was working fine yesterday and today it is > failing. I have tried many options to set this value that I have found on > this mailing list and I still can't get it to work. > > My RT version is 3.4.4 > My server is running Ubuntu 6.10 > The syslog error is: > Aug 23 13:08:29 support-server RT: Exiting subroutine via next at > /usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980. > (/usr/share/request-tracker3.4/lib/RT.pm:287) > > Any suggestions would be greatly appreciated. From daveturnau at hotmail.com Thu Aug 23 19:10:01 2007 From: daveturnau at hotmail.com (davidturnau) Date: Thu, 23 Aug 2007 16:10:01 -0700 (PDT) Subject: [rt-users] Need help referencing custom fields in CreateTicket template In-Reply-To: <6.2.1.2.2.20070823151504.025b4be0@mail.sdsu.edu> References: <12302188.post@talk.nabble.com> <6.2.1.2.2.20070823151504.025b4be0@mail.sdsu.edu> Message-ID: <12303794.post@talk.nabble.com> Thanks Gene. I had some problems figuring out my permissions on rt.log which is why I didn't set that at first and include the info. I've got that straight now. The results of the log are below but I think the pertinent line is: Subject: Can't call method "FirstCustomFieldValue" on an undefined value at template line 2. I don't understand why that value is "undefined". The custom field is named "Product" (capitalized and spelled correctly). -dt [Thu Aug 23 23:00:18 2007] [debug]: About to think about scrips for transaction #44161 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:156) [Thu Aug 23 23:00:18 2007] [debug]: About to prepare scrips for transaction #44161 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160) [Thu Aug 23 23:00:18 2007] [debug]: Found 7 scrips (/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:356) [Thu Aug 23 23:00:18 2007] [debug]: Line: === (/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:774) [Thu Aug 23 23:00:18 2007] [debug]: Line: ===Create-Ticket: hardware (/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:777) [Thu Aug 23 23:00:18 2007] [debug]: **** Create ticket: create-hardware (/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:791) [Thu Aug 23 23:00:18 2007] [debug]: Line: Queue: Hardware (/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:777) [Thu Aug 23 23:00:18 2007] [debug]: Line: Subject: {$Ticket->FirstCustomFieldValue('Product');}, (/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:777) [Thu Aug 23 23:00:18 2007] [debug]: About to commit scrips for transaction #44161 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:169) [Thu Aug 23 23:00:18 2007] [debug]: In CreateByTemplate (/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:561) [Thu Aug 23 23:00:18 2007] [debug]: Workflow: processing create-hardware of RT::Ticket=HASH(0xd4e7fc4) (/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:576) [Thu Aug 23 23:00:18 2007] [debug]: Workflow: evaluating Queue: Hardware Subject: {$Ticket->FirstCustomFieldValue('Product');}, (/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:955) [Thu Aug 23 23:00:18 2007] [debug]: Workflow: yielding Queue: Hardware Subject: Can't call method "FirstCustomFieldValue" on an undefined value at template line 2. Stack: [template:2] [/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:969] [/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:582] [/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:522] [/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:241] [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:507] [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:192] [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:170] [/usr/share/request-tracker3.4/lib/RT/Record.pm:1431] [/usr/share/request-tracker3.4/lib/RT/Record.pm:1661] [/usr/share/request-tracker3.4/lib/RT/Record.pm:1565] [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1239] [/usr/share/request-tracker3.4/html/Ticket/Modify.html:71] [/usr/share/request-tracker3.4/html/autohandler:215] , (/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:971) [Thu Aug 23 23:00:18 2007] [error]: Ticket creation failed: Can't call method "FirstCustomFieldValue" on an undefined value at template line 2. Stack: [template:2] [/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:969] [/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:582] [/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:522] [/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:241] [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:507] [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:192] [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:170] [/usr/share/request-tracker3.4/lib/RT/Record.pm:1431] [/usr/share/request-tracker3.4/lib/RT/Record.pm:1661] [/usr/share/request-tracker3.4/lib/RT/Record.pm:1565] [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1239] [/usr/share/request-tracker3.4/html/Ticket/Modify.html:71] [/usr/share/request-tracker3.4/html/autohandler:215] (/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:974) [Thu Aug 23 23:00:18 2007] [warning]: Exiting subroutine via next at /usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980. (/usr/share/request-tracker3.4/lib/RT.pm:287) Gene LeDuc wrote: > > Hi David, > > Try turning your logging level up to Debug (in RT_SiteConfig.pm) and then > see what turns up in rt.log. Remember to restart your web server so the > change takes effect. > > Regards, > Gene > > At 03:09 PM 8/23/2007, davidturnau wrote: > >>I have a Create Ticket scrip that works until I try to reference a custom >>field. The template looks like this: >> >>===Create-Ticket: hardware >>Queue: Hardware >>Subject: {$Ticket->FirstCustomFieldValue('Product');} >> >>The Custom Field "Product" exists and is applied to queue that the scrip is >>running in. I have set the 'see', 'modify' and 'admin' rights for everyone. >> >>The worst part is that this was working fine yesterday and today it is >>failing. I have tried many options to set this value that I have found on >>this mailing list and I still can't get it to work. >> >>My RT version is 3.4.4 >>My server is running Ubuntu 6.10 >>The syslog error is: >>Aug 23 13:08:29 support-server RT: Exiting subroutine via next at >>/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980. >>(/usr/share/request-tracker3.4/lib/RT.pm:287) >> >>Any suggestions would be greatly appreciated. >>-- >>View this message in context: >>http://www.nabble.com/Need-help-referencing-custom-fields-in-CreateTicket-template-tf4320089.html#a12302188 >>Sent from the Request Tracker - User mailing list archive at Nabble.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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Need-help-referencing-custom-fields-in-CreateTicket-template-tf4320089.html#a12303794 Sent from the Request Tracker - User mailing list archive at Nabble.com. From daveturnau at hotmail.com Thu Aug 23 19:20:25 2007 From: daveturnau at hotmail.com (davidturnau) Date: Thu, 23 Aug 2007 16:20:25 -0700 (PDT) Subject: [rt-users] Need help referencing custom fields in CreateTicket template In-Reply-To: <12302188.post@talk.nabble.com> References: <12302188.post@talk.nabble.com> Message-ID: <12303840.post@talk.nabble.com> Update: This is no longer a custom fields issue. Everything works fine with text but I can't call perl in the template at all (it seems) I have changed the subject line to: Subject: {$Ticket->id} and Subject: {$Ticket->id()} and got the following error in rt.log each time: Subject: Can't call method "id" on an undefined value at template line 2. -dt davidturnau wrote: > > I have a Create Ticket scrip that works until I try to reference a custom > field. The template looks like this: > > ===Create-Ticket: hardware > Queue: Hardware > Subject: {$Ticket->FirstCustomFieldValue('Product');} > > The Custom Field "Product" exists and is applied to queue that the scrip > is running in. I have set the 'see', 'modify' and 'admin' rights for > everyone. > > The worst part is that this was working fine yesterday and today it is > failing. I have tried many options to set this value that I have found on > this mailing list and I still can't get it to work. > > My RT version is 3.4.4 > My server is running Ubuntu 6.10 > The syslog error is: > Aug 23 13:08:29 support-server RT: Exiting subroutine via next at > /usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980. > (/usr/share/request-tracker3.4/lib/RT.pm:287) > > Any suggestions would be greatly appreciated. > -- View this message in context: http://www.nabble.com/Need-help-referencing-custom-fields-in-CreateTicket-template-tf4320089.html#a12303840 Sent from the Request Tracker - User mailing list archive at Nabble.com. From itachi.dsd at gmail.com Thu Aug 23 19:27:38 2007 From: itachi.dsd at gmail.com (Juan Carlos Montes) Date: Fri, 24 Aug 2007 01:27:38 +0200 Subject: [rt-users] Help with html/rt page In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03948BFFC1@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB03948BFFC1@w3hamboex11.ger.win.int.kn> Message-ID: <46CE17EA.9070105@gmail.com> Hi Torsten, I think that the problem is that you dont put a space between % and if You have %if ($HasMemberBA) { When must be % if ($HasMemberBA) { Regards, INTECO-CERT Juan Carlos Montes Analista de Seguridad Ham MI-ID, Torsten Brumm escribi?: > > Hi RT Users, > > > > i think i?m a little lost in RT Coding Space. > > > > I have create a html page inside rt/local/html directory. This is > working fine so far. Now I try to embed some perl code and for this I > grabbed something like this from another page to have an idea how the > RT guys doing this: > > > > %# > > %# END BPS TAGGED BLOCK }}} > > <& /Admin/Elements/Header, Title => loc('RT Administration') &> > > <& /Admin/Elements/Tabs, Title => loc('RT Administration') &> > > > > > > <%init> > > > > Now I have tried to implement this in my page: > > > > <& /Elements/Header, > > Title => loc("Request for Change"), > > Refresh => $session{'home_refresh_interval'} &> > > <& /RFC/Elements/Tabs, > > current_tab => 'index.html', > > Title => loc("Request For Change") &> > > > > . > > . > > . > > Some html code > > . > > . > > > > . > > . > > . > > Some more html code > > . > > . > > <%INIT> > > my $GroupObjAO = RT::Group->new( $session{ 'CurrentUser' } ); > > my $GroupObjBA = RT::Group->new( $session{ 'CurrentUser' } ); > > my $GroupObjGE = RT::Group->new( $session{ 'CurrentUser' } ); > > my $GroupObjOQ = RT::Group->new( $session{ 'CurrentUser' } ); > > my $GroupObjRJ = RT::Group->new( $session{ 'CurrentUser' } ); > > my $GroupObjUA = RT::Group->new( $session{ 'CurrentUser' } ); > > > > my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } ); > > $PrincipalObj->Load( $session{ 'CurrentUser' }->id ); > > > > $GroupObjAO->LoadUserDefinedGroup( 'RFC-AUTH-AO' ); > > my $HasMemberAO = $GroupObjAO->HasMemberRecursively( $PrincipalObj ); > > > > $GroupObjBA->LoadUserDefinedGroup( 'RFC-AUTH-BA' ); > > my $HasMemberBA = $GroupObjBA->HasMemberRecursively( $PrincipalObj ); > > > > $GroupObjGE->LoadUserDefinedGroup( 'RFC-AUTH-GE' ); > > my $HasMemberGE = $GroupObjGE->HasMemberRecursively( $PrincipalObj ); > > > > $GroupObjOQ->LoadUserDefinedGroup( 'RFC-AUTH-OQ' ); > > my $HasMemberOQ = $GroupObjOQ->HasMemberRecursively( $PrincipalObj ); > > > > $GroupObjRJ->LoadUserDefinedGroup( 'RFC-AUTH-RJ' ); > > my $HasMemberRJ = $GroupObjRJ->HasMemberRecursively( $PrincipalObj ); > > > > $GroupObjUA->LoadUserDefinedGroup( 'RFC-AUTH-UA' ); > > my $HasMemberUA = $GroupObjUA->HasMemberRecursively( $PrincipalObj ); > > > > > > The result of this page looks like this: > > > > *Business Application Change* - install, change or delete business > applications *%if ($HasMemberBA) { **Business Application Change > ** %} else { Business > Application > ** > %}* > > * * > > *So, it looks like the perl part was not parsed from RT. Its > displaying pure html all perl code parts are text in this case.* > > * * > > *Any ideas or hints?* > > * > Thanks* > > * > Torsten* > > > > -- > Thanks in advance > .... > : Torsten Brumm > : > : Kuehne + Nagel > : HAM - MI-ID > > : > : Bauerbergweg 23-25 > : 22111 Hamburg > : > : +49 (40) 30333 3199 > : +49 (40) 30333 44 3199 > : > : torsten.brumm at kuehne-nagel.com > > : www.kn-portal.com > : icq: 78258840 > .... > > > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn > Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark > Reinhardt (Stellv.), Tim Scharwath, Jens > Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: > DE 812773878, Pers?nlich haftende > Gesellschaft: K?hne & Nagel A.G., Sitz: > Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael > K?hne > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Aug 23 19:33:27 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 23 Aug 2007 16:33:27 -0700 Subject: [rt-users] Need help referencing custom fields in CreateTicket template In-Reply-To: <12303840.post@talk.nabble.com> References: <12302188.post@talk.nabble.com> <12303840.post@talk.nabble.com> Message-ID: <6.2.1.2.2.20070823163052.025d7f60@mail.sdsu.edu> Hi David, I've never used a template to create a ticket so I might be off base here. Does $Ticket exist within a Create Ticket template? It seems tome that it might not until after the ticket has been created. If it doesn't exist yet, that would explain the undefined value ($Ticket). Just a thought. Gene At 04:20 PM 8/23/2007, davidturnau wrote: >Update: >This is no longer a custom fields issue. Everything works fine with text but >I can't call perl in the template at all (it seems) > >I have changed the subject line to: > Subject: {$Ticket->id} >and >Subject: {$Ticket->id()} > >and got the following error in rt.log each time: > >Subject: Can't call method "id" on an undefined value at template line 2. > > > > -dt > > >davidturnau wrote: > > > > I have a Create Ticket scrip that works until I try to reference a custom > > field. The template looks like this: > > > > ===Create-Ticket: hardware > > Queue: Hardware > > Subject: {$Ticket->FirstCustomFieldValue('Product');} > > > > The Custom Field "Product" exists and is applied to queue that the scrip > > is running in. I have set the 'see', 'modify' and 'admin' rights for > > everyone. > > > > The worst part is that this was working fine yesterday and today it is > > failing. I have tried many options to set this value that I have found on > > this mailing list and I still can't get it to work. > > > > My RT version is 3.4.4 > > My server is running Ubuntu 6.10 > > The syslog error is: > > Aug 23 13:08:29 support-server RT: Exiting subroutine via next at > > /usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980. > > (/usr/share/request-tracker3.4/lib/RT.pm:287) > > > > Any suggestions would be greatly appreciated. > > > >-- >View this message in context: >http://www.nabble.com/Need-help-referencing-custom-fields-in-CreateTicket-template-tf4320089.html#a12303840 >Sent from the Request Tracker - User mailing list archive at Nabble.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 From daveturnau at hotmail.com Thu Aug 23 19:59:35 2007 From: daveturnau at hotmail.com (davidturnau) Date: Thu, 23 Aug 2007 16:59:35 -0700 (PDT) Subject: [rt-users] Need help referencing custom fields in CreateTicket template In-Reply-To: <6.2.1.2.2.20070823163052.025d7f60@mail.sdsu.edu> References: <12302188.post@talk.nabble.com> <12303840.post@talk.nabble.com> <6.2.1.2.2.20070823163052.025d7f60@mail.sdsu.edu> Message-ID: <12304265.post@talk.nabble.com> You might be on to something. I have a scrip that creates a ticket in my Hardware queue when a certain field is updated. I want to pull data from the original ticket (ticket id, custom field value) and populate the template that is used to create the new ticket. Is my syntax wrong? Is my template trying to pull the data from fields in a ticket that doesn't exist yet instead of the original ticket? If so, how do I reference the original ticket in the perl tag? I've also used "TOP" in my syntax without any luck. I've seen some references to it in the forums but I don't really understand what it does or how to use it. I've used it with the following syntax: Subject: {$Ticket{TOP}->FirstCustomFieldValue('Product');} but I just end up with the same error in rt.log Gene LeDuc wrote: > > Hi David, > > I've never used a template to create a ticket so I might be off base > here. Does $Ticket exist within a Create Ticket template? It seems tome > that it might not until after the ticket has been created. If it doesn't > exist yet, that would explain the undefined value ($Ticket). Just a > thought. > > Gene > > At 04:20 PM 8/23/2007, davidturnau wrote: > > >>Update: >>This is no longer a custom fields issue. Everything works fine with text but >>I can't call perl in the template at all (it seems) >> >>I have changed the subject line to: >> Subject: {$Ticket->id} >>and >>Subject: {$Ticket->id()} >> >>and got the following error in rt.log each time: >> >>Subject: Can't call method "id" on an undefined value at template line 2. >> >> >> >> -dt >> >> >>davidturnau wrote: >> > >> > I have a Create Ticket scrip that works until I try to reference a >> custom >> > field. The template looks like this: >> > >> > ===Create-Ticket: hardware >> > Queue: Hardware >> > Subject: {$Ticket->FirstCustomFieldValue('Product');} >> > >> > The Custom Field "Product" exists and is applied to queue that the >> scrip >> > is running in. I have set the 'see', 'modify' and 'admin' rights for >> > everyone. >> > >> > The worst part is that this was working fine yesterday and today it is >> > failing. I have tried many options to set this value that I have found >> on >> > this mailing list and I still can't get it to work. >> > >> > My RT version is 3.4.4 >> > My server is running Ubuntu 6.10 >> > The syslog error is: >> > Aug 23 13:08:29 support-server RT: Exiting subroutine via next at >> > /usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980. >> > (/usr/share/request-tracker3.4/lib/RT.pm:287) >> > >> > Any suggestions would be greatly appreciated. >> > >> >>-- >>View this message in context: >>http://www.nabble.com/Need-help-referencing-custom-fields-in-CreateTicket-template-tf4320089.html#a12303840 >>Sent from the Request Tracker - User mailing list archive at Nabble.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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- View this message in context: http://www.nabble.com/Need-help-referencing-perl-in-CreateTicket-template-tf4320089.html#a12304265 Sent from the Request Tracker - User mailing list archive at Nabble.com. From torsten.brumm at Kuehne-Nagel.com Fri Aug 24 03:02:45 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 24 Aug 2007 09:02:45 +0200 Subject: AW: [rt-users] Help with html/rt page In-Reply-To: <46CE17EA.9070105@gmail.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03948C006C@w3hamboex11.ger.win.int.kn> Hi Juan, changed it like you wrote: > > . > > . > > . > > Some more html code > > . > > . > > <%INIT> > > my $GroupObjAO = RT::Group->new( $session{ 'CurrentUser' } ); > > my $GroupObjBA = RT::Group->new( $session{ 'CurrentUser' } ); > > my $GroupObjGE = RT::Group->new( $session{ 'CurrentUser' } ); > > my $GroupObjOQ = RT::Group->new( $session{ 'CurrentUser' } ); > > my $GroupObjRJ = RT::Group->new( $session{ 'CurrentUser' } ); > > my $GroupObjUA = RT::Group->new( $session{ 'CurrentUser' } ); > > > > my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } ); > > $PrincipalObj->Load( $session{ 'CurrentUser' }->id ); > > > > $GroupObjAO->LoadUserDefinedGroup( 'RFC-AUTH-AO' ); > > my $HasMemberAO = $GroupObjAO->HasMemberRecursively( $PrincipalObj ); > > > > $GroupObjBA->LoadUserDefinedGroup( 'RFC-AUTH-BA' ); > > my $HasMemberBA = $GroupObjBA->HasMemberRecursively( $PrincipalObj ); > > > > $GroupObjGE->LoadUserDefinedGroup( 'RFC-AUTH-GE' ); > > my $HasMemberGE = $GroupObjGE->HasMemberRecursively( $PrincipalObj ); > > > > $GroupObjOQ->LoadUserDefinedGroup( 'RFC-AUTH-OQ' ); > > my $HasMemberOQ = $GroupObjOQ->HasMemberRecursively( $PrincipalObj ); > > > > $GroupObjRJ->LoadUserDefinedGroup( 'RFC-AUTH-RJ' ); > > my $HasMemberRJ = $GroupObjRJ->HasMemberRecursively( $PrincipalObj ); > > > > $GroupObjUA->LoadUserDefinedGroup( 'RFC-AUTH-UA' ); > > my $HasMemberUA = $GroupObjUA->HasMemberRecursively( $PrincipalObj ); > > > > > > The result of this page looks like this: > > > > *Business Application Change* - install, change or delete business > applications *%if ($HasMemberBA) { **Business Application Change > ** %} else { Business > Application > ** > %}* > > * * > > *So, it looks like the perl part was not parsed from RT. Its > displaying pure html all perl code parts are text in this case.* > > * * > > *Any ideas or hints?* > > * > Thanks* > > * > Torsten* > > > > -- > Thanks in advance > .... > : Torsten Brumm > : > : Kuehne + Nagel > : HAM - MI-ID > > : > : Bauerbergweg 23-25 > : 22111 Hamburg > : > : +49 (40) 30333 3199 > : +49 (40) 30333 44 3199 > : > : torsten.brumm at kuehne-nagel.com > > : www.kn-portal.com > : icq: 78258840 > .... > > > > > K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann > (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn > Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark > Reinhardt (Stellv.), Tim Scharwath, Jens > Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: > DE 812773878, Pers?nlich haftende > Gesellschaft: K?hne & Nagel A.G., Sitz: > Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael > K?hne > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 elacour at easter-eggs.com Fri Aug 24 05:20:36 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 24 Aug 2007 11:20:36 +0200 Subject: [rt-users] Speed difference between superuser and others In-Reply-To: <20070806145948.GF2921@easter-eggs.com> References: <20070720080019.GD2876@easter-eggs.com> <012EDC37-6941-4188-8435-7EEA2AD02FDE@bestpractical.com> <20070806102903.GC2921@easter-eggs.com> <20070806145948.GF2921@easter-eggs.com> Message-ID: <20070824092036.GB2885@easter-eggs.com> On Mon, Aug 06, 2007 at 04:59:48PM +0200, Emmanuel Lacour wrote: > On Mon, Aug 06, 2007 at 12:29:03PM +0200, Emmanuel Lacour wrote: > > > > 1.49 is packaged at > > http://dag.wieers.com/rpm/packages/perl-DBIx-SearchBuilder/ since > > yesterday, so I will try it ;) > > > > I tested this last version without any performance improvement :( > > Rt is 3.6.3, with a backport of QueueSummary from 3.6.4 > I found that the 90% of the time of the first RT acces with a non superuser user is for checking ACLs of queues. It does about 800 SQL requests for RT at a Glance (I have 189 queues, displayed three times on RT at a Glance default page). As the result, the first access take 5 minutes to display this page. A second access use the session RT cache and take only 20 seconds (which remains slow :(). We are using an oracle database (9.2.0.7.0). This database is on a dedicated server with Gigabit connexion to the RT server. We do not see any problem with databse performances, could this speed problem be related to the fact that the database is on a diff?rent server (the database server as a ping of about 2ms from the RT server). Thanks for any hints on solving this performance problem :( -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From ktm at rice.edu Fri Aug 24 08:51:35 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 24 Aug 2007 07:51:35 -0500 Subject: [rt-users] Speed difference between superuser and others In-Reply-To: <20070824092036.GB2885@easter-eggs.com> References: <20070720080019.GD2876@easter-eggs.com> <012EDC37-6941-4188-8435-7EEA2AD02FDE@bestpractical.com> <20070806102903.GC2921@easter-eggs.com> <20070806145948.GF2921@easter-eggs.com> <20070824092036.GB2885@easter-eggs.com> Message-ID: <20070824125135.GT26562@it.is.rice.edu> On Fri, Aug 24, 2007 at 11:20:36AM +0200, Emmanuel Lacour wrote: > On Mon, Aug 06, 2007 at 04:59:48PM +0200, Emmanuel Lacour wrote: > > On Mon, Aug 06, 2007 at 12:29:03PM +0200, Emmanuel Lacour wrote: > > > > > > 1.49 is packaged at > > > http://dag.wieers.com/rpm/packages/perl-DBIx-SearchBuilder/ since > > > yesterday, so I will try it ;) > > > > > > > I tested this last version without any performance improvement :( > > > > Rt is 3.6.3, with a backport of QueueSummary from 3.6.4 > > > > I found that the 90% of the time of the first RT acces with a non > superuser user is for checking ACLs of queues. It does about 800 SQL > requests for RT at a Glance (I have 189 queues, displayed three times > on RT at a Glance default page). > > As the result, the first access take 5 minutes to display this page. > > A second access use the session RT cache and take only 20 seconds (which > remains slow :(). > > We are using an oracle database (9.2.0.7.0). This database is on a > dedicated server with Gigabit connexion to the RT server. > > We do not see any problem with databse performances, could this speed > problem be related to the fact that the database is on a diff??rent > server (the database server as a ping of about 2ms from the RT server). > > Thanks for any hints on solving this performance problem :( > > > -- > Emmanuel Lacour ------------------------------------ Easter-eggs > 44-46 rue de l'Ouest - 75014 Paris - France - M??tro Gait?? > Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 > mailto:elacour at easter-eggs.com - http://www.easter-eggs.com Emmanuel, That does seem a little bit excessive. 800 SQL queries in 5 minutes is about 1/3 second per query which seems slow to me. You may want to turn on query logging/timing and try to analyze them to find the bottleneck. We only have 80 queues, but the initial load takes about 2.5 seconds the first time and 2 seconds thereafter. Good luck with your performance tuning. Regards, Ken Marshall From elacour at easter-eggs.com Fri Aug 24 09:34:08 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 24 Aug 2007 15:34:08 +0200 Subject: [rt-users] Speed difference between superuser and others In-Reply-To: <20070824125135.GT26562@it.is.rice.edu> References: <20070720080019.GD2876@easter-eggs.com> <012EDC37-6941-4188-8435-7EEA2AD02FDE@bestpractical.com> <20070806102903.GC2921@easter-eggs.com> <20070806145948.GF2921@easter-eggs.com> <20070824092036.GB2885@easter-eggs.com> <20070824125135.GT26562@it.is.rice.edu> Message-ID: <20070824133407.GE2885@easter-eggs.com> On Fri, Aug 24, 2007 at 07:51:35AM -0500, Kenneth Marshall wrote: > On Fri, Aug 24, 2007 at 11:20:36AM +0200, Emmanuel Lacour wrote: > > That does seem a little bit excessive. 800 SQL queries in 5 minutes > is about 1/3 second per query which seems slow to me. You may want to > turn on query logging/timing and try to analyze them to find the > bottleneck. We only have 80 queues, but the initial load takes about > 2.5 seconds the first time and 2 seconds thereafter. Good luck with > your performance tuning. > Thanks for your answer, I think also that it is a database issue, I'm going to look at it in depth ;) -- Emmanuel Lacour From Tamer.Tayea at paybytouch.com Fri Aug 24 10:48:41 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Fri, 24 Aug 2007 10:48:41 -0400 Subject: [rt-users] Error with install Bundle::CPAN References: <20070720080019.GD2876@easter-eggs.com><012EDC37-6941-4188-8435-7EEA2AD02FDE@bestpractical.com><20070806102903.GC2921@easter-eggs.com><20070806145948.GF2921@easter-eggs.com><20070824092036.GB2885@easter-eggs.com><20070824125135.GT26562@it.is.rice.edu> <20070824133407.GE2885@easter-eggs.com> Message-ID: I followed the installation guide on http://wiki.bestpractical.com/view/RHEL4InstallGuide Everything went smooth till the command >>install Bundle::CPAN , which generated the following error .. *** ERROR Generated When running >>install Bundle::CPAN**** t/live/wikipedia.........dubious Test returned status 12 (wstat 3072, 0xc00) DIED. FAILED tests 3-14 Failed 12/15 tests, 20.00% okay (less 1 skipped test: 2 okay, 13.33%) t/local/back.............ok 1/38# Started http://localhost:32951/ # Failed test (t/local/back.t at line 52) t/local/back.............NOK 5/38# Failed test (t/local/back.t at line 58) t/local/back.............NOK 6/38# Failed test (t/local/back.t at line 65) t/local/back.............NOK 9/38No form defined at t/local/back.t line 72 make: *** [test_dynamic] Interrupt PETDANCE/WWW-Mechanize-1.30.tar.gz /usr/bin/make test -- NOT OK Use of uninitialized value in kill at t/local/back.t line 135. Killed It got hung there and I had to hit Ctrl/c to break the process. Also, The installation guide mention the following ### I found the CPAN steps below went a little more smoothly with ### all perl packages installed (yes, it's overkill). My Questions are: 1- Do you think I am getting theses errors because I am lacking one or two perl RPMs? If so : 2- What are the RPMS I need to download , where ? From elacour at easter-eggs.com Fri Aug 24 10:53:57 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 24 Aug 2007 16:53:57 +0200 Subject: [rt-users] Error with install Bundle::CPAN In-Reply-To: References: <20070824133407.GE2885@easter-eggs.com> Message-ID: <20070824145357.GF2885@easter-eggs.com> On Fri, Aug 24, 2007 at 10:48:41AM -0400, Tamer Tayea wrote: > 2- What are the RPMS I need to download , where ? > You can find most pre-build RPMS here: http://dag.wieers.com/rpm/ Here is the ones I used here: perl-Apache-Session-1.81-1.el4.rf.noarch.rpm perl-Cache-Cache-1.05-1.el4.rf.noarch.rpm perl-Cache-Simple-TimedExpiry-0.27-1.el4.rf.noarch.rpm perl-Class-Container-0.12-1.2.el4.rf.noarch.rpm perl-Class-Data-Inheritable-0.06-1.el4.rf.noarch.rpm perl-Class-ReturnValue-0.53-1.2.el4.rf.noarch.rpm perl-Clone-0.22-1.el4.rf.i386.rpm perl-Convert-BinHex-1.119-2.2.el4.rf.noarch.rpm perl-DBIx-DBSchema-0.31-1.el4.rf.noarch.rpm perl-DBIx-SearchBuilder-1.43-1.el4.rf.noarch.rpm perl-Devel-StackTrace-1.13-1.el4.rf.noarch.rpm perl-Error-0.17008-1.el4.rf.noarch.rpm perl-Exception-Class-1.23-1.el4.rf.noarch.rpm perl-FCGI-0.67-1.2.el4.rf.i386.rpm perl-FreezeThaw-0.43-1.2.el4.rf.noarch.rpm perl-GD-2.30-2.2.el4.rf.i386.rpm perl-GD-Graph-1.43-1.2.el4.rf.noarch.rpm perl-GD-Text-Util-0.86-1.2.el4.rf.noarch.rpm perl-Hook-LexWrap-0.20-1.el4.rf.noarch.rpm perl-HTML-Format-2.04-1.2.el4.rf.noarch.rpm perl-HTML-Mason-1.3200-1.el4.rf.noarch.rpm perl-HTML-Scrubber-0.08-1.2.el4.rf.noarch.rpm perl-HTML-Tree-3.23-1.el4.rf.noarch.rpm perl-HTTP-Server-Simple-0.26-1.el4.rf.noarch.rpm perl-HTTP-Server-Simple-Mason-0.09-1.el4.rf.noarch.rpm perl-IO-stringy-2.110-1.2.el4.rf.noarch.rpm perl-IPC-ShareLite-0.09-2.2.el4.rf.i386.rpm perl-Locale-Maketext-Fuzzy-0.02-1.2.el4.rf.noarch.rpm perl-Locale-Maketext-Lexicon-0.62-1.el4.rf.noarch.rpm perl-Log-Dispatch-2.11-1.2.el4.rf.noarch.rpm perl-Mail-Sender-0.8.13-1.el4.rf.noarch.rpm perl-Mail-Sendmail-0.79-1.2.el4.rf.noarch.rpm perl-MailTools-1.74-1.el4.rf.noarch.rpm perl-MIME-Lite-3.01-2.2.el4.rf.noarch.rpm perl-MIME-tools-5.420-1.el4.rf.noarch.rpm perl-MLDBM-2.01-2.2.el4.rf.noarch.rpm perl-Module-Refresh-0.09-1.2.el4.rf.noarch.rpm perl-Module-Versions-Report-1.02-1.2.el4.rf.noarch.rpm perl-Params-Validate-0.86-1.el4.rf.i386.rpm perl-Regexp-Common-2.120-1.2.el4.rf.noarch.rpm perl-Term-ReadKey-2.30-2.el4.rf.i386.rpm perl-Text-Autoformat-1.13-1.2.el4.rf.noarch.rpm perl-Text-Quoted-1.8-1.2.el4.rf.noarch.rpm perl-Text-Reform-1.11-1.2.el4.rf.noarch.rpm perl-Text-Template-1.44-1.2.el4.rf.noarch.rpm perl-Text-WikiFormat-0.78-1.el4.rf.noarch.rpm perl-Text-Wrapper-1.000-1.2.el4.rf.noarch.rpm perl-TimeDate-1.16-1.2.el4.rf.noarch.rpm perl-Time-modules-2003.1126-1.2.el4.rf.noarch.rpm perl-Tree-Simple-1.17-1.el4.rf.noarch.rpm perl-Unicode-String-2.09-1.2.el4.rf.i386.rpm perl-Want-0.12-1.el4.rf.i386.rpm perl-WWW-Mechanize-1.20-1.el4.rf.noarch.rpm perl-XML-RSS-1.10-1.el4.rf.noarch.rpm perl-XML-Simple-2.16-1.el4.rf.noarch.rpm perl-File-Slurp-9999.12-1.el4.rf.noarch.rpm perl-MIME-Types-1.19-1.el4.rf.noarch.rpm perl-Spiffy-0.30-1.el4.rf.noarch.rpm perl-Module-Install-0.67-1.el4.rf.noarch.rpm perl-Test-Base-0.53-1.el4.rf.norach.rpm perl-YAML-0.62-1.el4.rf.noarch.rpm I also needed to compile myself: Calendar-Simple-1.17 DBD-Oracle-1.19 mod_fastcgi-2.4.2 UNIVERSAL-require-0.11 Object-MultiType-0.05 XML-Smart-1.6.9 and of course rt ;) -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From LMacInnes at stargate.ca Fri Aug 24 14:11:42 2007 From: LMacInnes at stargate.ca (Liam R. MacInnes) Date: Fri, 24 Aug 2007 11:11:42 -0700 Subject: [rt-users] Sending reply to the requester only on action by owner Message-ID: <321A94C57477C4419BE5DAF576D50FB21CD6510E@hand.sghosted.local> Hello RT 3.6.1 is there any way to only send email from the Owner back to the requestor? Eg, the problem I'm having is if I CC someone else a response to the ticket. Example a requester and their boss as a CC If the boss replies I don't necessicarily want that going to the requester. Default appears to be a "reply all" kind of behavior. Cheers, -- From HelmuthRamirez at compupay.com Fri Aug 24 14:23:20 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 24 Aug 2007 14:23:20 -0400 Subject: [rt-users] Sending reply to the requester only on action by owner Message-ID: <1ee001c7e67b$fb17253a$dc640180@compupay.com> You could always just 'comment' a response to the 'boss', when they reply, it will be put as a comment andwont go to the requestor, just you. -----Original Message----- From: Liam R. MacInnes Sent: Friday, August 24, 2007 2:17 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Sending reply to the requester only on action by owner Hello RT 3.6.1 is there any way to only send email from the Owner back to the requestor? Eg, the problem I'm having is if I CC someone else a response to the ticket. Example a requester and their boss as a CC If the boss replies I don't necessicarily want that going to the requester. Default appears to be a "reply all" kind of behavior. Cheers, -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This message from CompuPay (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Messages sent to and from us may be monitored. For more information regarding CompuPay, please visit www.compupay.com. From gleduc at mail.sdsu.edu Fri Aug 24 15:08:55 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 24 Aug 2007 12:08:55 -0700 Subject: [rt-users] Sending reply to the requester only on action by owner In-Reply-To: <321A94C57477C4419BE5DAF576D50FB21CD6510E@hand.sghosted.loc al> References: <321A94C57477C4419BE5DAF576D50FB21CD6510E@hand.sghosted.local> Message-ID: <6.2.1.2.2.20070824112453.025d15b0@mail.sdsu.edu> Hi Liam, It looks like "Notify Requestors" (as a scrip action) and "Reply to requestors" (as a web gui update type) send mail only to the requestor(s). If you manually add someone else as a Cc: then there's no way you can prevent them from hitting Reply To All. That would be a Boss Training Issue. On the other hand, if you Bcc: the boss then his copy of the e-mail shouldn't have the requestor's address on it (but he also wouldn't know that the requestor got a copy of it as well). Regards, Gene At 11:11 AM 8/24/2007, Liam R. MacInnes wrote: >Hello > >RT 3.6.1 is there any way to only send email from the Owner back to the >requestor? Eg, the problem I'm having is if I CC someone else a response >to the ticket. Example a requester and their boss as a CC If the boss >replies I don't necessicarily want that going to the requester. Default >appears to be a "reply all" kind of behavior. > >Cheers, > >-- > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From daveturnau at hotmail.com Fri Aug 24 14:30:51 2007 From: daveturnau at hotmail.com (davidturnau) Date: Fri, 24 Aug 2007 11:30:51 -0700 (PDT) Subject: [rt-users] Troubles upgrading to 3.6.4 from 3.4.4 Message-ID: <12317710.post@talk.nabble.com> Running on Ubuntu 6.10 Postgres 7.4.13 Apache 2.0.55 I'm trying to update my database per the README instructions: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/3.5.1 results in an error of: Can't locate UNIVERSAL/require.pm in @INC (@INC contains: /opt/rt3/lib /opt/rt3/local/lib /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT/Interface/Email.pm line 55. followed by multiple "BEGIN failed--compilation aborted at..." messages. I can't find a require.pm anywhere on my system. -- View this message in context: http://www.nabble.com/Troubles-upgrading-to-3.6.4-from-3.4.4-tf4325109.html#a12317710 Sent from the Request Tracker - User mailing list archive at Nabble.com. From chrislist at de-punkt.de Fri Aug 24 13:38:28 2007 From: chrislist at de-punkt.de (Christopher Kunz) Date: Fri, 24 Aug 2007 19:38:28 +0200 Subject: [rt-users] RT stops sending mails to ticket requestors Message-ID: <46CF1794.1040601@de-punkt.de> Hi, we have been running RT for several years now with great results (around 60K tickets so far). However, our RT installation recently started to display a weird behavior: If a new requestor (has never before opened a ticket with their mail address, thus unknown to RT) starts a new ticket, they get the usual auto-reply and the ticket is forwarded to the watchers. If one of them answers via e-mail, the reply is sent to the other watchers and shows in the web-based ticket view, but it is not sent to the requestor. If one of the watchers answers via the web-based ticket view, the answer is forwarded to the other watchers AND the requestor. For each additional ticket that the (then no longer unknown) requestor opens with our RT, they do not even receive the auto-reply that is supposed to be sent. They also don't receive any replies sent via e-mail. I looked into the mail server logs and it can't be a transport problem since the mails aren't even queued - RT just doesn't send them. There are no recent changes on either RT, the local Perl version or OS that coincide with this odd behavior. Any pointers? Regards, --ck -- http://www.de-punkt.de [ chris at de-punkt.de ] http://www.stormix.de PHP-Anwendungen sind gef?hrdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... b?hmische D?rfer? Dann gleich "PHP-Sicherheit" direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ From KFCrocker at lbl.gov Fri Aug 24 15:03:44 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 24 Aug 2007 12:03:44 -0700 Subject: [rt-users] RT stops sending mails to ticket requestors In-Reply-To: <46CF2524.9050708@de-punkt.de> References: <46CBF50F.1080306@de-punkt.de> <46CC61E5.3050409@lbl.gov> <46CF2524.9050708@de-punkt.de> Message-ID: <46CF2B90.7090102@lbl.gov> Christopher, Did you happen to modify the scrip to do a "notify" instead of an "autoreply"? A notify will not send an E_mail to the requestor if the requestor is the creator of the ticket, an autoreply will. Kenn LBNL On 8/24/2007 11:36 AM, Christopher Kunz wrote: > Hi, > > System groups: > Everyone: CreateTicket > Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch > Requestor: CreateTicket, ModifyTicket, ReplyToTicket, ShowOutgoingEmail, Watch > > No user-defined groups with special privileges exist. > > For the problematic queue: > Everyone: CommentOnTicket, CreateTicket, ReplyToTicket > > I really can't see any more privileges that might collide with the reply to the > ticket requestor, however the fact that only new requestors receive a reply > points into that direction I think... > > Any idea on how to debug that? The debug log just says "no recipient found, not > sending" on one of the "problematic" cases, but it doesn't say why... > > Regards, > > --ck > > PS: And sorry for the resend. > From JoopvandeWege at mococo.nl Fri Aug 24 13:56:55 2007 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Fri, 24 Aug 2007 19:56:55 +0200 Subject: [rt-users] Re: Slow Query In-Reply-To: References: Message-ID: <46CF1BE7.6060105@mococo.nl> Asif Iqbal wrote: > I am reposting in case anyone missed my previous post > > On 8/17/07, Asif Iqbal wrote: >> I have few queries that are extremely slow. I am using RT 3.4.5, Perl >> 5.8.6, Solaris 10 x86, Apache/1.3.33 (Unix) mod_perl/1.29 >> mod_ssl/2.8.22 OpenSSL/0.9.7g, mysql 4.0.24, DBIx::SearchBuilder 1.40. >> Is there any tweak to fix the slow querry? >> >> Slow Query Logs: >> >> # Query_time: 558 Lock_time: 0 Rows_sent: 0 Rows_examined: 2442535 >> SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions >> Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.O >> bjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND >> ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( >> (Attachments_2.Content LIKE >> '%txcomber%')AND(Attachments_2.TransactionId = This is your culprit and can't do nothing about it. You're asking your DB engine to search through all your ticketbodies/attachments WITHOUT using an index and without realising this is a huge text column and therefor needs something special, like OracleText or PgText. >> Transactions_1.id)AND(main.id = Transactions_1.ObjectId >> ) ) ); Joop From chrislist at de-punkt.de Fri Aug 24 14:36:20 2007 From: chrislist at de-punkt.de (Christopher Kunz) Date: Fri, 24 Aug 2007 20:36:20 +0200 Subject: [rt-users] RT stops sending mails to ticket requestors In-Reply-To: <46CC61E5.3050409@lbl.gov> References: <46CBF50F.1080306@de-punkt.de> <46CC61E5.3050409@lbl.gov> Message-ID: <46CF2524.9050708@de-punkt.de> Hi, System groups: Everyone: CreateTicket Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch Requestor: CreateTicket, ModifyTicket, ReplyToTicket, ShowOutgoingEmail, Watch No user-defined groups with special privileges exist. For the problematic queue: Everyone: CommentOnTicket, CreateTicket, ReplyToTicket I really can't see any more privileges that might collide with the reply to the ticket requestor, however the fact that only new requestors receive a reply points into that direction I think... Any idea on how to debug that? The debug log just says "no recipient found, not sending" on one of the "problematic" cases, but it doesn't say why... Regards, --ck PS: And sorry for the resend. -- http://www.de-punkt.de [ chris at de-punkt.de ] http://www.stormix.de PHP-Anwendungen sind gef?hrdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... b?hmische D?rfer? Dann gleich "PHP-Sicherheit" direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ From djengel79 at gmail.com Fri Aug 24 15:36:59 2007 From: djengel79 at gmail.com (David-John Engel) Date: Fri, 24 Aug 2007 15:36:59 -0400 Subject: [rt-users] preview attachments Message-ID: Does anybody know how to view an attachment after the attachment has been added before the ticket is updated? Basically allowing the users to preview attachments before creating or replying to a ticket. Thanks David -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Aug 24 16:09:58 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Sat, 25 Aug 2007 00:09:58 +0400 Subject: [rt-users] new shredder version with one small fix Message-ID: <589c94400708241309j36da54b5kce95cd8f38ff6296@mail.gmail.com> it's on its way to the CPAN Shredder uses Exception::Class module to report errors and I've found that users need version 1.23 to see cool descriptive messages instead of long cryptic stack traces. So there is no functionality changes in the new version, just dependencies update. You can update this module using cpan shell instead of updating the shredder. -- Best regards, Ruslan. From LMacInnes at stargate.ca Fri Aug 24 16:24:08 2007 From: LMacInnes at stargate.ca (Liam R. MacInnes) Date: Fri, 24 Aug 2007 13:24:08 -0700 Subject: [rt-users] Sending reply to the requester only on action by owner In-Reply-To: <6.2.1.2.2.20070824112453.025d15b0@mail.sdsu.edu> Message-ID: <321A94C57477C4419BE5DAF576D50FB21CD65110@hand.sghosted.local> Hello Gene I think we might be looking at different issues. When I add someone as a CC (removing the original requestor from that specific email message) and send a reply. If they reply to it (sending it to RT using the queues address as defined in the queue setup) RT receives it and sends a copy out to the Requestor and any CC's that are defined. It's not a reply all Issue I'm seeing. -- Liam MacInnes Network Support Specialist support at stargate.ca Stargate Connections, Inc. http://www.stargate.ca Ph. +1 (604) 606-8987 -----Original Message----- From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] Sent: Friday, August 24, 2007 12:09 PM To: Liam R. MacInnes Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Sending reply to the requester only on action by owner Hi Liam, It looks like "Notify Requestors" (as a scrip action) and "Reply to requestors" (as a web gui update type) send mail only to the requestor(s). If you manually add someone else as a Cc: then there's no way you can prevent them from hitting Reply To All. That would be a Boss Training Issue. On the other hand, if you Bcc: the boss then his copy of the e-mail shouldn't have the requestor's address on it (but he also wouldn't know that the requestor got a copy of it as well). Regards, Gene At 11:11 AM 8/24/2007, Liam R. MacInnes wrote: >Hello > >RT 3.6.1 is there any way to only send email from the Owner back to the >requestor? Eg, the problem I'm having is if I CC someone else a >response to the ticket. Example a requester and their boss as a CC If >the boss replies I don't necessicarily want that going to the >requester. Default appears to be a "reply all" kind of behavior. > >Cheers, > >-- > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com Commercial support: >sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From Tamer.Tayea at paybytouch.com Fri Aug 24 16:58:01 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Fri, 24 Aug 2007 16:58:01 -0400 Subject: [rt-users] Error Starting httpd service References: <321A94C57477C4419BE5DAF576D50FB21CD65110@hand.sghosted.local> Message-ID: Hi Guys, I managed to go through the whole installation guide... Now , I try to run >>service httpds start , I get the following error. Any Ideas Starting httpd: Syntax error on line 2 of /etc/httpd/conf.d/FastCGI.conf: FastCgiIpcDir /tmp: can't create dynamic directory "/tmp/dynamic": access for server (uid -1, gid -1) failed: read not allowed [FAILED] From jbrodley at sumtotalsystems.com Fri Aug 24 17:07:28 2007 From: jbrodley at sumtotalsystems.com (Justin Brodley) Date: Fri, 24 Aug 2007 14:07:28 -0700 Subject: [rt-users] Error Starting httpd service In-Reply-To: References: <321A94C57477C4419BE5DAF576D50FB21CD65110@hand.sghosted.local> Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D05231E31@blv-exch1.sumtotalsystems.com> The apache user account doesn't have rights to create folders/files in the /tmp directory. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tamer Tayea Sent: Friday, August 24, 2007 1:58 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Error Starting httpd service Hi Guys, I managed to go through the whole installation guide... Now , I try to run >>service httpds start , I get the following error. Any Ideas Starting httpd: Syntax error on line 2 of /etc/httpd/conf.d/FastCGI.conf: FastCgiIpcDir /tmp: can't create dynamic directory "/tmp/dynamic": access for server (uid -1, gid -1) failed: read not allowed [FAILED] _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 rlong at bluegecko.net Fri Aug 24 17:26:42 2007 From: rlong at bluegecko.net (Robert Long) Date: Fri, 24 Aug 2007 14:26:42 -0700 Subject: [rt-users] Error Starting httpd service In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D05231E31@blv-exch1.sumtotalsystems.com> References: <321A94C57477C4419BE5DAF576D50FB21CD65110@hand.sghosted.local> <0D1D06774CE0AF4BB0C6CFFBEEF24B2D05231E31@blv-exch1.sumtotalsystems.com> Message-ID: <46CF4D12.8040105@bluegecko.net> Justin Brodley wrote: > The apache user account doesn't have rights to create folders/files in > the /tmp directory. > > > That could be, but you'd have to have some screwy permissions on /tmp. Check the permissions: $ ls -ld /tmp drwxrwxrwt 20 root root 1998848 Aug 24 14:23 /tmp Also, you might already have a directory called 'dymanic' in there that is owned by someone other than whatever you're using for your apache user. Or, this behavior could be caused by selinux. You might want to review your selinux policy and see if that's the case, or you could just change your selinux mode to permissive / disable selinux to test if that is what is causing your problem. .r' From jmoseley at corp.xanadoo.com Fri Aug 24 17:47:36 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Fri, 24 Aug 2007 16:47:36 -0500 Subject: [rt-users] Troubles upgrading to 3.6.4 from 3.4.4 In-Reply-To: <12317710.post@talk.nabble.com> Message-ID: Looks like you need to find the perl module package require.pm belongs to and install it. James Moseley davidturnau To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Troubles upgrading to 3.6.4 from 3.4.4 08/24/2007 01:30 PM Running on Ubuntu 6.10 Postgres 7.4.13 Apache 2.0.55 I'm trying to update my database per the README instructions: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/3.5.1 results in an error of: Can't locate UNIVERSAL/require.pm in @INC (@INC contains: /opt/rt3/lib /opt/rt3/local/lib /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT/Interface/Email.pm line 55. followed by multiple "BEGIN failed--compilation aborted at..." messages. I can't find a require.pm anywhere on my system. -- View this message in context: http://www.nabble.com/Troubles-upgrading-to-3.6.4-from-3.4.4-tf4325109.html#a12317710 Sent from the Request Tracker - User mailing list archive at Nabble.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 LMacInnes at stargate.ca Fri Aug 24 18:36:25 2007 From: LMacInnes at stargate.ca (Liam R. MacInnes) Date: Fri, 24 Aug 2007 15:36:25 -0700 Subject: [rt-users] (no subject) Message-ID: <321A94C57477C4419BE5DAF576D50FB21CD65111@hand.sghosted.local> Anyone know how to adapt this for RT 3.6.1? --- share/html/Elements/MyRequests.orig Wed Feb 2 00:20:40 2005 +++ share/html/Elements/MyRequests Mon Sep 18 21:37:08 2006 @@ -58,8 +58,17 @@ <%init> my $rows = $RT::MyRequestsLength; +my $Queues = RT::Queues->new($session{'CurrentUser'}); +$Queues->UnLimit(); +my $myQueues = ""; +while (my $queue = $Queues->Next) { + next unless ($queue->CurrentUserHasRight('ShowTicket')); + $myQueues .= " OR Queue = '" . $queue->Name . "'"; +} +$myQueues =~ s/^ OR //g; + -my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; +my $Query = "Owner = 'Nobody' AND $myQueues AND ( Status = 'new' OR Status = 'open')"; my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Thanks From jkikpole at cairodurham.org Fri Aug 24 13:38:09 2007 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Fri, 24 Aug 2007 13:38:09 -0400 (EDT) Subject: [rt-users] How to evaulate/track subordinate technicians? Message-ID: <55839.10.1.12.36.1187977089.squirrel@www.cairodurham.org> I've been using RT for years and I'm absolutely thrilled with it. However, the boss and I are now looking for a way to evaulate the 1st level techs. (They're teachers, aids, etc. in our schools, actually. This is why we need to evaluate their performance as part-time technicians.) In particular, we want to look at their escallation and responce rates. We believe that they might be escallating almost everything instead of doing any work that takes more than 5 minutes. We also suspect that they're not checking up on the tickets on a daily basis, as they are required to do. Any suggestions? All that I've come up with so far is to add a Custom Field that only the full time techs (myself and one other guy) can view or modify and then put "Escallated/shouldn't", "Not escallated / should have", etc. into it. But this plan still requires us to go through every ticket and evaluate them. So it feels very inefficient. Any help or suggestions or even "RTFM page XX" would be appreciated. Thanks in advance, Jaime Kikpole -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org From boris.lytochkin at e-port.ru Sat Aug 25 07:09:05 2007 From: boris.lytochkin at e-port.ru (Boris Lytochkin) Date: Sat, 25 Aug 2007 15:09:05 +0400 Subject: [rt-users] Any hand-made group is not a member of 'Everyone'? Message-ID: <1951493595.20070825150905@e-port.ru> $subj. It is rather confusing when there is no 'Y' sign in RightsMatrix when some right is granted to "Everyone". -- Boris Lytochkin, JSC e-port, Moscow From chrislist at de-punkt.de Sun Aug 26 09:45:46 2007 From: chrislist at de-punkt.de (Christopher Kunz) Date: Sun, 26 Aug 2007 15:45:46 +0200 Subject: [rt-users] RT stops sending mails to ticket requestors In-Reply-To: <46CF2B90.7090102@lbl.gov> References: <46CBF50F.1080306@de-punkt.de> <46CC61E5.3050409@lbl.gov> <46CF2524.9050708@de-punkt.de> <46CF2B90.7090102@lbl.gov> Message-ID: <46D1840A.7020806@de-punkt.de> Kenneth Crocker schrieb: > Christopher, > > > Did you happen to modify the scrip to do a "notify" instead of an > "autoreply"? A notify will not send an E_mail to the requestor if the > requestor is the creator of the ticket, an autoreply will. No - the following scrips are active for that queue: Scrips which apply to all queues * Open Blank On Correspond Open Tickets with template Blank * OwnerChangeNotify On Owner Change Notify Owner with template Transaction * CreateNotifyAdminCC On Create Notify AdminCcs with template Transaction * CorrespondNotifyAdminCC On Correspond Notify AdminCcs with template Admin Correspondence * CorrespondNotifyReq On Correspond Notify Requestors and Ccs with template Correspondence * CorrespondNotify On Correspond Notify Other Recipients with template Correspondence * CommentNotifyAdminCC On Comment Notify AdminCcs as Comment with template Admin Comment * CommentNotify On Comment Notify Other Recipients as Comment with template Correspondence Current Scrips Autoreply On Create Autoreply To Requestors with template Autoreply de-punkt AFAICT, they are all untouched. I'm really at a loss as to where the problem might be... Regards, --ck -- http://www.de-punkt.de [ chris at de-punkt.de ] http://www.stormix.de PHP-Anwendungen sind gef?hrdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... b?hmische D?rfer? Dann gleich "PHP-Sicherheit" direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ From phil at five-lawrences.com Sun Aug 26 14:19:14 2007 From: phil at five-lawrences.com (Phil Lawrence) Date: Sun, 26 Aug 2007 13:19:14 -0500 Subject: [rt-users] rt-mailgate config problems while on virtual dedicated server Message-ID: I'm having problems properly configuring rt-mailgate. I have a recipe I made a few years ago for RHEL 4, but I had a real dedicated box that time. This time I have a dedicated virtual server hosted by godaddy. I started with the fancy method described at http://www.geert.triple-it.nl/node/rt_procmail.html, but soon realized my root problem with that method was that I didn't know how to deliver mail to an actual account on the box from postfix, which is using virtual_alias to handle mail for my virtual domain. So I went back to the basic way descried in manual_installation, where you set up an alias for each queue. postfix wouldn't let me put this in /etc/postfix/turbopanel/virtual_alias: test at virtualdomain.com "|/opt/rt3/bin/rt-mailgate --queue test --action correspond --url https://virtualdomain.com" It complained because it wasn't a valid hash format. So I tried appending to /etc/aliases: test: "|/opt/rt3/bin/rt-mailgate --queue 'test' --action correspond --url https://virtualdomain.com" and setting /etc/postfix/turbopanel/virtual_alias: test at virtualdomain.com test at ip-999-999-999-999.ip.secureserver.net that failed (relay error, I suppose another machine is actually handling ip-999-999-999-999.ip.secureserver.net) So I tried /etc/postfix/turbopanel/virtual_alias: test at virtualdomain.com test at localhost which resolved to test at locahost.virtualdomain.com, and so failed: Aug 25 12:37:41 ip-999-999-999-999 postfix/lmtp[27984]: 3F34315E35F6: to=, relay=/var/lib/imap/socket/lmtp[/var/lib/imap/socket/lmtp], delay=0, status=bounced (host /var/lib/imap/socket/lmtp[/var/lib/imap/socket/lmtp] said: 550-Mailbox unknown. Either there is no mailbox associated with this 550-name or you do not have authorization to see it. 550 5.1.1 User unknown (in reply to RCPT TO command)) I also tried /etc/postfix/turbopanel/virtual_alias: test at virtualdomain.com test at 127.0.0.1 and that failed: Aug 25 12:40:36 ip-999-999-999-999 postfix/qmgr[28422]: 9AEA715E35F6: to=, relay=none, delay=0, status=bounced (bad address syntax: "test at 127.0.0.1") I'm using RT 3.6.4 on CentOS 4.5 with postfix and cyrus. Can anyone point me in the right direction? Phil Lawrence From trick at adonis.net Sun Aug 26 16:54:42 2007 From: trick at adonis.net (Patrick Morris) Date: Sun, 26 Aug 2007 13:54:42 -0700 Subject: [rt-users] rt-mailgate config problems while on virtual dedicated server In-Reply-To: References: Message-ID: <46D1E892.8090408@adonis.net> Phil Lawrence wrote: > I also tried /etc/postfix/turbopanel/virtual_alias: > test at virtualdomain.com test at 127.0.0.1 > > and that failed: > Aug 25 12:40:36 ip-999-999-999-999 postfix/qmgr[28422]: 9AEA715E35F6: > to=, relay=none, delay=0, status=bounced (bad address > syntax: "test at 127.0.0.1") The error's right on that last one; it's bad address syntax. You should be able to get around it using "test@[127.0.0.1]". From Michael.Peer at eurac.edu Mon Aug 27 05:21:10 2007 From: Michael.Peer at eurac.edu (Peer Michael) Date: Mon, 27 Aug 2007 11:21:10 +0200 Subject: [rt-users] RT stops sending mails to ticket requestors In-Reply-To: <46D1840A.7020806@de-punkt.de> References: <46CBF50F.1080306@de-punkt.de> <46CC61E5.3050409@lbl.gov><46CF2524.9050708@de-punkt.de> <46CF2B90.7090102@lbl.gov> <46D1840A.7020806@de-punkt.de> Message-ID: It's seems, that your Autoreply script isn't a global script, but a script, that runs only in a specific queue. Michael No - the following scrips are active for that queue: Scrips which apply to all queues * Open Blank On Correspond Open Tickets with template Blank * OwnerChangeNotify On Owner Change Notify Owner with template Transaction * CreateNotifyAdminCC On Create Notify AdminCcs with template Transaction * CorrespondNotifyAdminCC On Correspond Notify AdminCcs with template Admin Correspondence * CorrespondNotifyReq On Correspond Notify Requestors and Ccs with template Correspondence * CorrespondNotify On Correspond Notify Other Recipients with template Correspondence * CommentNotifyAdminCC On Comment Notify AdminCcs as Comment with template Admin Comment * CommentNotify On Comment Notify Other Recipients as Comment with template Correspondence Current Scrips Autoreply On Create Autoreply To Requestors with template Autoreply de-punkt AFAICT, they are all untouched. I'm really at a loss as to where the problem might be... Regards, --ck -- http://www.de-punkt.de [ chris at de-punkt.de ] http://www.stormix.de PHP-Anwendungen sind gef?hrdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... b?hmische D?rfer? Dann gleich "PHP-Sicherheit" direkt beim Verlag vorbestellen! http://www.php-sicherheit.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 phil at five-lawrences.com Mon Aug 27 10:55:24 2007 From: phil at five-lawrences.com (Phil Lawrence) Date: Mon, 27 Aug 2007 09:55:24 -0500 Subject: [rt-users] rt-mailgate config problems while on virtual dedicated server In-Reply-To: <46D1E892.8090408@adonis.net> References: <46D1E892.8090408@adonis.net> Message-ID: On 8/26/07, Patrick Morris wrote: > Phil Lawrence wrote: > > I also tried /etc/postfix/turbopanel/virtual_alias: > > test at virtualdomain.com test at 127.0.0.1 > > > > and that failed: > > Aug 25 12:40:36 ip-999-999-999-999 postfix/qmgr[28422]: 9AEA715E35F6: > > to=, relay=none, delay=0, status=bounced (bad address > > syntax: "test at 127.0.0.1") > The error's right on that last one; it's bad address syntax. You should > be able to get around it using "test@[127.0.0.1]". I made the change (thank you) and now get: verify_user([127.0.0.1]!user.test) failed: Mailbox does not exist Here's the details: # cat /etc/postfix/turbopanel/virtual_alias test at virtualdomain.com test@[127.0.0.1] test-comment at virtualdomain.com test-comment@[127.0.0.1] # tail -n 2 /etc/aliases test: "|/opt/rt3/bin/rt-mailgate --queue 'test' --action correspond --url https://virtualdomain.com/" test-comment: "|/opt/rt3/bin/rt-mailgate --queue 'test' --action comment --url https://virtualdomain.com/" # grep '^Aug 27 07:10' /var/log/maillog Aug 27 07:10:01 ip-72-167-16-99 postfix/smtpd[27811]: initializing the server-side TLS engine Aug 27 07:10:03 ip-72-167-16-99 postfix/smtpd[27811]: connect from ug-out-1314.google.com[66.249.92.169] Aug 27 07:10:04 ip-72-167-16-99 postfix/trivial-rewrite[28662]: warning: do not list domain virtualdomain.com in BOTH mydestination and virtual_mailbox_domains Aug 27 07:10:04 ip-72-167-16-99 postfix/smtpd[27811]: warning: support for restriction "check_relay_domains" will be removed from Postfix; use "reject_unauth_destination" instead Aug 27 07:10:05 ip-72-167-16-99 postfix/smtpd[27811]: 19C1D15E35C2: client=ug-out-1314.google.com[66.249.92.169] Aug 27 07:10:05 ip-72-167-16-99 postfix/cleanup[29779]: 19C1D15E35C2: message-id= Aug 27 07:10:05 ip-72-167-16-99 postfix/qmgr[28117]: 19C1D15E35C2: from=, size=853, nrcpt=1 (queue active) Aug 27 07:10:05 ip-72-167-16-99 spamc[30094]: connect(AF_INET) to spamd at 127.0.0.1 failed, retrying (#1 of 3): Connection refused Aug 27 07:10:06 ip-72-167-16-99 spamc[30094]: connect(AF_INET) to spamd at 127.0.0.1 failed, retrying (#2 of 3): Connection refused Aug 27 07:10:07 ip-72-167-16-99 spamc[30094]: connect(AF_INET) to spamd at 127.0.0.1 failed, retrying (#3 of 3): Connection refused Aug 27 07:10:08 ip-72-167-16-99 spamc[30094]: connection attempt to spamd aborted after 3 retries Aug 27 07:10:09 ip-72-167-16-99 postfix/pipe[30082]: 19C1D15E35C2: to=, orig_to=, relay=spamassassin, delay=5, status=sent (virtualdomain.com) Aug 27 07:10:09 ip-72-167-16-99 postfix/qmgr[28117]: 19C1D15E35C2: removed Aug 27 07:10:09 ip-72-167-16-99 postfix/pickup[28116]: A4EA815E35C6: uid=99 from= Aug 27 07:10:09 ip-72-167-16-99 postfix/cleanup[29779]: A4EA815E35C6: message-id= Aug 27 07:10:09 ip-72-167-16-99 postfix/qmgr[28117]: A4EA815E35C6: from=, size=960, nrcpt=1 (queue active) Aug 27 07:10:10 ip-72-167-16-99 lmtpunix[27985]: accepted connection Aug 27 07:10:10 ip-72-167-16-99 lmtpunix[27985]: lmtp connection preauth'd as postman Aug 27 07:10:10 ip-72-167-16-99 master[32171]: about to exec /usr/lib/cyrus-imapd/lmtpd Aug 27 07:10:10 ip-72-167-16-99 lmtpunix[27985]: verify_user([127.0.0.1]!user.test) failed: Mailbox does not exist Aug 27 07:10:10 ip-72-167-16-99 lmtpunix[32171]: executed Aug 27 07:10:10 ip-72-167-16-99 postfix/lmtp[32146]: A4EA815E35C6: to=, relay=/var/lib/imap/socket/lmtp[/var/lib/imap/socket/lmtp], delay=1, status=bounced (host /var/lib/imap/socket/lmtp[/var/lib/imap/socket/lmtp] said: 550-Mailbox unknown. Either there is no mailbox associated with this 550-name or you do not have authorization to see it. 550 5.1.1 User unknown (in reply to RCPT TO command)) Aug 27 07:10:10 ip-72-167-16-99 postfix/cleanup[29779]: AA6E315E35C4: message-id=<20070827141010.AA6E315E35C4 at virtualdomain.com> Aug 27 07:10:10 ip-72-167-16-99 postfix/qmgr[28117]: AA6E315E35C4: from=<>, size=3010, nrcpt=1 (queue active) Aug 27 07:10:10 ip-72-167-16-99 postfix/qmgr[28117]: A4EA815E35C6: removed Aug 27 07:10:11 ip-72-167-16-99 postfix/smtp[32239]: AA6E315E35C4: to=, relay=k2smtpout-v01.prod.mesa1.secureserver.net[64.202.189.86], delay=1, status=sent (250 Accepted message qp 19387 bytes 3089) Aug 27 07:10:11 ip-72-167-16-99 postfix/qmgr[28117]: AA6E315E35C4: removed Aug 27 07:10:35 ip-72-167-16-99 postfix/smtpd[27811]: disconnect from ug-out-1314.google.com[66.249.92.169] From sscantland at gmail.com Mon Aug 27 17:08:22 2007 From: sscantland at gmail.com (Shawn Scantland) Date: Mon, 27 Aug 2007 17:08:22 -0400 Subject: [rt-users] RT Ticket Counts and why they differ Message-ID: <843658200708271408s6d15e818ifb3f466910a3f8e3@mail.gmail.com> So just a quick question so that I can put my mind to rest. Why is the ticket count for created tickets on any one particular day different when you compare the data in the database to what's coming out of the API? For example: On a particular day in one of our queues the rt CLI command rt ls -i "Queue = 'support' and Created >= '2007-08-23 00:00:00' and Created <= '2007-08-23 23:59:59'" | wc -l will return 12 as the count of tickets. Now if I were to take into account that the database stores datetime in localtime but the API wants to use UTC for the days rt ls -i "Queue = 'support' and Created >= '2007-08-22 17:00:00' and Created <= '2007-08-23 16:59:59'" | wc -l (assuming I am doing the math right as the database is using PDT (GMT -7) ) will return 12 as well (coincidentally). Now if I query the database with a similar query select count(*) from Tickets where Created >= '2007-08-23 00:00:00' and Created <= '2007-08-23 23:59:59' and Queue =1; (where support == 1 for Queue) I get 19 records. If I modify the record for UTC select count(*) from Tickets where Created >= '2007-08-22 17:00:00' and Created <= '2007-08-23 16:59:59' and Queue =1; I get 25 records. I am assuming some filtering is going on here, but I wonder why that is. If I want a count of tickets created on one day (UTC conversions aside) shouldn't the database record counts and the RT API results match? Is it only considering tickets that are active? Is it removing resolved tickets? Is there a table join going on that is restricting the results? This may be very basic but I haven't been able to find it anywhere in the RT wiki or lists. Thanks, Shawn Scantland -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Aug 27 17:30:35 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Aug 2007 17:30:35 -0400 Subject: [rt-users] RT Ticket Counts and why they differ In-Reply-To: <843658200708271408s6d15e818ifb3f466910a3f8e3@mail.gmail.com> References: <843658200708271408s6d15e818ifb3f466910a3f8e3@mail.gmail.com> Message-ID: On Aug 27, 2007, at 5:08 PM, Shawn Scantland wrote: > So just a quick question so that I can put my mind to rest. Why is > the ticket count for created tickets on any one particular day > different when you compare the data in the database to what's > coming out of the API? > > > will return 12 as the count of tickets. Now if I were to take into > account that the database stores datetime in localtime but the API > wants to use UTC for the days > RT stores ALL dates as UTC in the database. My first guess would be ACLs (are you root? Are there deleted tickets?) Have you compared the missing tickets to see if there are commonalities? -j -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From twilson at buffalo.k12.mn.us Mon Aug 27 23:43:05 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Mon, 27 Aug 2007 22:43:05 -0500 Subject: [rt-users] Accessing requestors' names Message-ID: <46D35379020000610001227C@staffmail.buffalo.k12.mn.us> Hey all, Is it possible to print the full name of a ticket's requestor in a template? Bonus points for gracefully handling multiple requestors. :-) -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From dave.wells at foreshore.net Tue Aug 28 04:19:00 2007 From: dave.wells at foreshore.net (Dave Wells) Date: Tue, 28 Aug 2007 09:19:00 +0100 Subject: [rt-users] No Bounce message with a permission denied error Message-ID: <3E88364AF578694C9BBFE357115E2EDE02B3629A@jsy-qr-is.is.foreshore.net> Hi, We recently began experiencing a strange issue, if an external user replies to a ticket and he is not the requester, a watcher or associated with the ticket in anyway he should get a permission denied bounce message because we only allow replyToTicket from the Requester. However recently the user is not getting this bounce message the content is not added to the the ticket and the users does not know it has bounced so it is like the email simply disappears. I have included the rt debug output from when this mail arrives [Thu Aug 23 10:02:14 2007] [debug]: Converting 'WINDOWS-1252' to 'utf-8' for text/plain - RE: [foreshore.net #85556] [Comment] Test - do not delete (/usr/local/rt3/lib/RT/I18N.pm:221) [Thu Aug 23 10:02:14 2007] [debug]: Found a ticket ID. It's 85556 (/usr/local/rt3/lib/RT/Interface/Email.pm:477) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::CanonicalizeEmailAddress : called with "dave.wells at jerseymail.co.uk" by RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm 218 (/usr/local/rt3/local/lib/RT/User_Local.pm:326) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=smtp:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=smtp:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=smtp:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=smtp:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=smtp:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=smtp:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=SMTP:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=SMTP:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=SMTP:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=SMTP:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=SMTP:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=SMTP:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [info]: RT::User::CanonicalizeEmailAddress dave.wells at jerseymail.co.uk => dave.wells at jerseymail.co.uk (/usr/local/rt3/local/lib/RT/User_Local.pm:345) [Thu Aug 23 10:02:14 2007] [crit]: Permission Denied (/usr/local/rt3/lib/RT/Interface/Email.pm:243) [Thu Aug 23 10:02:14 2007] [error]: Could not record email: Message not recorded: Permission Denied (/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) [Thu Aug 23 10:02:18 2007] [debug]: About to think about scrips for transaction #684248 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167) [Thu Aug 23 10:02:18 2007] [debug]: About to prepare scrips for transaction #684248 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:171) [Thu Aug 23 10:02:18 2007] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:365) [Thu Aug 23 10:02:18 2007] [debug]: About to commit scrips for transaction #684248 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:180) [Thu Aug 23 10:02:18 2007] [warning]: Use of uninitialized value in split at /usr/local/rt3/lib/RT/Interface/Web.pm line 1264. (/usr/local/rt3/lib/RT/Interface/Web.pm:1264) [Thu Aug 23 10:02:18 2007] [warning]: Use of uninitialized value in split at /usr/local/rt3/lib/RT/Interface/Web.pm line 1264. (/usr/local/rt3/lib/RT/Interface/Web.pm:1264) Many Thanks for any help Dave *************************************************************************************** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to hostmaster at foreshore.net -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: 107082809190201001.gif Type: image/gif Size: 1657 bytes Desc: not available URL: From Keith.D.Schincke at nasa.gov Tue Aug 28 10:42:43 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Tue, 28 Aug 2007 09:42:43 -0500 Subject: [rt-users] Accessing requestors' names In-Reply-To: <46D35379020000610001227C@staffmail.buffalo.k12.mn.us> References: <46D35379020000610001227C@staffmail.buffalo.k12.mn.us> Message-ID: <5D0B651C5306D64AA429824F50D2C0AC43A764@NDJSEVS23B.ndc.nasa.gov> Hey Tim, The inspiration for this answer came from the RT code (html/Ticket/Elements/ShowRequestor). It should march through all of the requestors of the ticket and add their RealName or email address to user list array. This array will then be joined into a scaler. You could either work with each user as they are looked up at line 6, do something with the array after the while at line 9 or the list as a string on line 10. 1: my @names ; 2: my $people = $Ticket->Requestors->UserMembersObj; 3: while (my $requestor=$people->Next) 4: { 5: next if $requestor->Privileged; 6: my $name=$requestor->RealName || $requestor->EmailAddress; 7: push( @names, name ) ; 8: } 9: 10: $name_list = join( ',' @names ) ; I have not tested this yet this morning but it looks like Perl to me. Good luck, Keith -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Wilson Sent: Monday, August 27, 2007 10:43 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Accessing requestors' names Hey all, Is it possible to print the full name of a ticket's requestor in a template? Bonus points for gracefully handling multiple requestors. :-) -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 phil at five-lawrences.com Tue Aug 28 11:19:04 2007 From: phil at five-lawrences.com (Phil Lawrence) Date: Tue, 28 Aug 2007 10:19:04 -0500 Subject: [rt-users] rt-mailgate config problems while on virtual dedicated server In-Reply-To: References: <46D1E892.8090408@adonis.net> Message-ID: On 8/27/07, Phil Lawrence wrote: > On 8/26/07, Patrick Morris wrote: > > Phil Lawrence wrote: > > > I also tried /etc/postfix/turbopanel/virtual_alias: > > > test at virtualdomain.com test at 127.0.0.1 > > > > > > and that failed: > > > Aug 25 12:40:36 ip-999-999-999-999 postfix/qmgr[28422]: 9AEA715E35F6: > > > to=, relay=none, delay=0, status=bounced (bad address > > > syntax: "test at 127.0.0.1") > > The error's right on that last one; it's bad address syntax. You should > > be able to get around it using "test@[127.0.0.1]". > > I made the change (thank you) and now get: > verify_user([127.0.0.1]!user.test) failed: Mailbox does not exist Fixed! I had to: # postconf -e "alias_maps = hash:/etc/aliases" # postconf -e "alias_database = hash:/etc/aliases" # newaliases Thanks, Phil Lawrence From gleduc at mail.sdsu.edu Tue Aug 28 13:55:22 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 28 Aug 2007 10:55:22 -0700 Subject: [rt-users] Wiki question Message-ID: <6.2.1.2.2.20070828104823.025e2cd8@mail.sdsu.edu> How do I access my wiki profile/account? I set a password when I first registered, but it's never worked. The only way I can login to the wiki is with the confirmation e-mail that I got when I registered. I'd like to try setting my password again so I don't have to keep using the link in the confirmation e-mail to login, but I can't find any links to my profile. Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From sscantland at gmail.com Tue Aug 28 15:31:58 2007 From: sscantland at gmail.com (Shawn Scantland) Date: Tue, 28 Aug 2007 15:31:58 -0400 Subject: [rt-users] RT Ticket Counts and why they differ In-Reply-To: References: <843658200708271408s6d15e818ifb3f466910a3f8e3@mail.gmail.com> Message-ID: <843658200708281231l373b7d23h6cca9fbedb55a0c6@mail.gmail.com> Hi Jesse, >RT stores ALL dates as UTC in the database. My first guess would be >ACLs (are you root? Are there deleted tickets?) >Have you compared the missing tickets to see if there are commonalities? Thanks for getting back to me so soon. I have connected as both root and myself when querying this queue and the results were the same for the queries. Now I have modified my mysql query to: select count(*) from Tickets where Created >= '2007-08-23 04:00' and Created <= '2007-08-24 03:59:59' and Queue = 1 and Status != 'deleted' and !(Status = 'resolved' and Resolved = '1970-01-01 00:00:00'); where a queue of 1 is the support queue. This query gives me the same list of tickets as the RT Ticket Query results. The results also match the calls from the RT CLI. I have noticed that there are several tickets that have a status of resolved but not have a Resolved datetime other than the default. Oddly doing either a status update via "The Basics" options or selecting the Resolve link at the top of the ticket page both show me a datetime for Resolved in the database (and UI). So it is interesting how we can have tickets with that situation. The version of RT at work and my local copy are both 3.4.4. The data in question is recent but I have not been able to replicate the situation. Now I can get the RT Ticket Query and mysql to agree on the results but RTx::Statistics is returning different values. Does RTx::Statistics gather the data differently? In specific looking at the 'Time to Resolve' I get values that are nothing like what the 3 other options above will show me for the count of Created tickets. Thanks, Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Tue Aug 28 15:48:14 2007 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 28 Aug 2007 14:48:14 -0500 Subject: [rt-users] RT Ticket Counts and why they differ In-Reply-To: <843658200708281231l373b7d23h6cca9fbedb55a0c6@mail.gmail.com> References: <843658200708271408s6d15e818ifb3f466910a3f8e3@mail.gmail.com> <843658200708281231l373b7d23h6cca9fbedb55a0c6@mail.gmail.com> Message-ID: <63BEA5E623E09F4D92233FB12A9F7943F469FD@emailmn.mqsoftware.com> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Shawn Scantland Sent: Tuesday, August 28, 2007 2:32 PM > Now I can get the RT Ticket Query and mysql to agree on the results but RTx::Statistics is returning different > values.? Does RTx::Statistics gather the data differently?? In specific looking at the 'Time to Resolve' I get > values that are nothing like what the 3 other options above will show me for the count of Created tickets.? > > Thanks, > Shawn Unfortunately, RTx::Statistics hasn't been updated in quite awhile. I simply haven't had any time this year to work on it, and it doesn't really appear that anyone else has either. I have several patches sitting in my inbox because I haven't had time to evaluate them, but even those are close to a year old. -Kelly From fran at cis.uab.edu Tue Aug 28 15:49:27 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Tue, 28 Aug 2007 14:49:27 -0500 Subject: [rt-users] Behavior of ticket's AdminCC vs. queue's AdminCC Message-ID: <46D47C47.6030402@cis.uab.edu> I want each member of the sysadmin group to be emailed when a ticket comes into the 'helpdesk' with no owner (i.e. from the mail gateway, or from the web gateway with no owner set). To accomplish this, I added a scrip to 'helpdesk' called "NotifyOfNewTicketIfUnowned" that has the custom condition: if (($self->TransactionObj->Type eq "Create") and ($self->TicketObj->OwnerObj->Id == $RT::Nobody->Id)) { return(1); } else { return(undef); } and if true, the action is set to Notify AdminCCs. All of that works well. However, if I have a ticket, and I am the owner, and I want to add a comment to myself, I choose Comment, but that comment goes to the entire staff. Or, related to this, if I want to add one other team member as an AdminCC to this particular ticket because I need his input, I add him to that ticket's AdminCC field, and then I Comment on the ticket. And this Comment goes to the entire sysadmin group. It seems the queue's AdminCC trumps the ticket's AdminCC in all cases. How do I accomplish both of my goals? I want both the initial broadcast to all sysadmins when an unowned ticket comes in, AND the ability to have an individual AdminCC list per ticket (or no AdminCCs at all for that particular ticket, so that I can Comment to just myself). -- 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 cnelson at nighthawkrad.net Tue Aug 28 16:38:49 2007 From: cnelson at nighthawkrad.net (Chris Nelson) Date: Tue, 28 Aug 2007 13:38:49 -0700 Subject: [rt-users] Approvals in next release Message-ID: <46D487D9.3080901@nighthawkrad.net> When is the next release slated for? We're anxious to see what changes to the approvals feature have been made. -- Chris Nelson CDA Unix Administrator NightHawk Radiology Services 250 Northwest Blvd. #206 Coeur D'Alene, ID 83814 208.415.0588 (Office) 509.294.1835 (Cell) 208.664.2720 (Fax) cnelson at nighthawkrad.net (email) http://www.nighthawkrad.net (Web) 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 support at nighthawkrad.net and destroy all electronic and hard copies of the communication, including attachments. From gleduc at mail.sdsu.edu Tue Aug 28 16:49:50 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 28 Aug 2007 13:49:50 -0700 Subject: [rt-users] Behavior of ticket's AdminCC vs. queue's AdminCC In-Reply-To: <46D47C47.6030402@cis.uab.edu> References: <46D47C47.6030402@cis.uab.edu> Message-ID: <6.2.1.2.2.20070828134041.025e1918@mail.sdsu.edu> Hi Fran, Your scrip doesn't have anything to do with your issue. It seems to me that you want the queue AdminCc list to be disregarded if someone is added to the ticket's AdminCc list. I don't think that's the way RT works. I'm pretty sure that RT combines any ticket AdminCcs with the queue AdminCcs when it sends e-mail. I don't think you can override the queue AdminCc list with a ticket AdminCc. But I might be wrong. It should be pretty easy to do this, however, using Notify Other Recipients with a custom template. Regards, Gene At 12:49 PM 8/28/2007, Fran Fabrizio wrote: >I want each member of the sysadmin group to be emailed when a ticket >comes into the 'helpdesk' with no owner (i.e. from the mail gateway, or >from the web gateway with no owner set). To accomplish this, I added a >scrip to 'helpdesk' called "NotifyOfNewTicketIfUnowned" that has the >custom condition: > >if (($self->TransactionObj->Type eq "Create") and >($self->TicketObj->OwnerObj->Id == $RT::Nobody->Id)) { >return(1); >} else { >return(undef); >} > >and if true, the action is set to Notify AdminCCs. All of that works well. > >However, if I have a ticket, and I am the owner, and I want to add a >comment to myself, I choose Comment, but that comment goes to the entire >staff. Or, related to this, if I want to add one other team member as >an AdminCC to this particular ticket because I need his input, I add him >to that ticket's AdminCC field, and then I Comment on the ticket. And >this Comment goes to the entire sysadmin group. It seems the queue's >AdminCC trumps the ticket's AdminCC in all cases. > >How do I accomplish both of my goals? I want both the initial broadcast >to all sysadmins when an unowned ticket comes in, AND the ability to >have an individual AdminCC list per ticket (or no AdminCCs at all for >that particular ticket, so that I can Comment to just myself). > >-- >Fran Fabrizio >Senior Systems Analyst >Department of Computer and Information Sciences >University of Alabama at Birmingham >http://www.cis.uab.edu/ >205.934.0653 > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From fran at cis.uab.edu Tue Aug 28 17:18:04 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Tue, 28 Aug 2007 16:18:04 -0500 Subject: [rt-users] Behavior of ticket's AdminCC vs. queue's AdminCC In-Reply-To: <6.2.1.2.2.20070828134041.025e1918@mail.sdsu.edu> References: <46D47C47.6030402@cis.uab.edu> <6.2.1.2.2.20070828134041.025e1918@mail.sdsu.edu> Message-ID: <46D4910C.40909@cis.uab.edu> > It seems to me that you want the queue AdminCc list to be disregarded > if someone is added to the ticket's AdminCc list. I don't think > that's the way RT works. I'm pretty sure that RT combines any ticket > AdminCcs with the queue AdminCcs when it sends e-mail. I don't think > you can override the queue AdminCc list with a ticket AdminCc. But I > might be wrong. I believe that you are correct, and that is indeed the cause of my problem. I just am a little unclear how to solve it. :-) > It should be pretty easy to do this, however, using Notify Other > Recipients with a custom template. My real problem is this... Goal: Have every member of the sysadmin group get a copy of an email when a ticket comes in with no owner. Overkill Solution: Add sysadmin as an AdminCC for the queue and do a On Create Notify AdminCCs as Comment. While that works it has the unpleasant side effects I previously described. What I think I really wanted was: Lighter Solution: Define an On Create scrip called NotifySysadmins whose action is a user defined one that notifies everyone in the sysadmin group with the existing Admin Comment template. So I guess (sorry for thinking out loud here) what I need to know is how to define an On Create scrip which calls a custom action that notifies sysadmin. I couldn't quite figure that out, so my hack was to make sysadmin an AdminCC, since we already have a Notify AdminCCs as Comment action. I'm off to RTFM and figure out how to define a Notify sysadmin group as Comment action, but if anyone knows this off the top of their head, I'd be very thankful. :-) -- 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 lois.bennett at channing.harvard.edu Tue Aug 28 17:39:09 2007 From: lois.bennett at channing.harvard.edu (Lois Bennett) Date: Tue, 28 Aug 2007 17:39:09 -0400 Subject: [rt-users] Problem after system crash Message-ID: <46D495FD.5070703@channing.harvard.edu> Hi, We had a problem with our UPS which resulted in almost all our servers going down. I now have a problem with RT. It is working fine as far as comments and replies to existing tickets. It won't create new tickets. I believe it it because it was in the middle of creating one when the system crashed. I have these error messages: [Tue Aug 28 21:07:34 2007] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, LastUpdated, Subject, FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Duplicate entry '8276' for key 1 (/opt/rt3/lib/RT/Ticket_Overlay.pm:591) [Tue Aug 28 21:07:34 2007] [error]: WebRT: Ticket could not be created due to an internal error () (/opt/rt3/share/html/Elements/Error:76) In mysql mysql> select * from Tickets where id = 8276; Empty set (0.00 sec) mysql> select * from Transactions where ObjectId = 8276; +--------+----------+-----------+-------------+-------+----------+----------+----------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+ | id | ObjectId | TimeTaken | Type | Field | OldValue | NewValue | Data | Creator | Created | ObjectType | ReferenceType | OldReference | NewReference | +--------+----------+-----------+-------------+-------+----------+----------+----------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+ | 142759 | 8276 | 0 | Create | NULL | NULL | NULL | NULL | 20791 | 2007-08-28 18:20:47 | RT::Ticket | NULL | NULL | NULL | | 142760 | 8276 | 0 | EmailRecord | NULL | NULL | NULL | | 1 | 2007-08-28 18:20:48 | RT::Ticket | NULL | NULL | NULL | | 142761 | 8276 | 0 | EmailRecord | NULL | NULL | NULL | | 1 | 2007-08-28 18:20:54 | RT::Ticket | NULL | NULL | NULL | +--------+----------+-----------+-------------+-------+----------+----------+----------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+ 3 rows in set (0.00 sec) So it was creating ticket 8276 when it crashed but how can I tell it to clear out 8276 and move on? I suspect this is in the docs somewhere and I am looking but I thought I would ask too since it might take me a while to search and read. Thanks, Lois From rlong at bluegecko.net Tue Aug 28 18:14:40 2007 From: rlong at bluegecko.net (Robert Long) Date: Tue, 28 Aug 2007 15:14:40 -0700 Subject: [rt-users] Behavior of ticket's AdminCC vs. queue's AdminCC In-Reply-To: <46D4910C.40909@cis.uab.edu> References: <46D47C47.6030402@cis.uab.edu> <6.2.1.2.2.20070828134041.025e1918@mail.sdsu.edu> <46D4910C.40909@cis.uab.edu> Message-ID: <46D49E50.6060800@bluegecko.net> Fran Fabrizio wrote: > My real problem is this... > > Goal: Have every member of the sysadmin group get a copy of an email > when a ticket comes in with no owner. > Overkill Solution: Add sysadmin as an AdminCC for the queue and do a On > Create Notify AdminCCs as Comment. > Just create a script: Condition: On create Action: Notify Other Recipients Template: And for the aforementioned template: ### begin #### To: systemadmins at yourdomain Subject: {$Ticket->QueueObj->Name}: {$Ticket->Subject} anything you type here will end up in the email before the ticket {$Transaction->Content()} ### end ### If you want to manage the group of sysadmins in RT and not as an email list/alias, last week there was a thread - 'Seeking notification method advice' - that I think will have what you want in there. As for the 'no owner' part, you could create a custom action that checks if there is an owner or not (and that the transaction type is create...), though you might have to run it in the transactionBatch mode... .r' From gleduc at mail.sdsu.edu Tue Aug 28 18:27:03 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 28 Aug 2007 15:27:03 -0700 Subject: [rt-users] Behavior of ticket's AdminCC vs. queue's AdminCC In-Reply-To: <46D4910C.40909@cis.uab.edu> References: <46D47C47.6030402@cis.uab.edu> <6.2.1.2.2.20070828134041.025e1918@mail.sdsu.edu> <46D4910C.40909@cis.uab.edu> Message-ID: <6.2.1.2.2.20070828151338.025de490@mail.sdsu.edu> Hi Fran, Here's how I'd attack your problem. 1. Change your On Create scrip to Notify Other Recipients and then create a custom template (NotifySysadmins for instance). 2. Create an RT group called SysAdmins. 3. Have your NotifySysadmins template send the notification e-mail to the RT SysAdmins group. Something like this: To: { my $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup("SysAdmins"); $OUT = $group->MemberEmailAddressesAsString; } { $Transaction->Content() } This way your SysAdmins only get unowned new-ticket notifications, not all the other noise. Regards, Gene At 02:18 PM 8/28/2007, Fran Fabrizio wrote: > > It seems to me that you want the queue AdminCc list to be disregarded > > if someone is added to the ticket's AdminCc list. I don't think > > that's the way RT works. I'm pretty sure that RT combines any ticket > > AdminCcs with the queue AdminCcs when it sends e-mail. I don't think > > you can override the queue AdminCc list with a ticket AdminCc. But I > > might be wrong. >I believe that you are correct, and that is indeed the cause of my >problem. I just am a little unclear how to solve it. :-) > > It should be pretty easy to do this, however, using Notify Other > > Recipients with a custom template. >My real problem is this... > >Goal: Have every member of the sysadmin group get a copy of an email >when a ticket comes in with no owner. >Overkill Solution: Add sysadmin as an AdminCC for the queue and do a On >Create Notify AdminCCs as Comment. > >While that works it has the unpleasant side effects I previously >described. What I think I really wanted was: > >Lighter Solution: Define an On Create scrip called NotifySysadmins >whose action is a user defined one that notifies everyone in the >sysadmin group with the existing Admin Comment template. > >So I guess (sorry for thinking out loud here) what I need to know is how >to define an On Create scrip which calls a custom action that notifies >sysadmin. I couldn't quite figure that out, so my hack was to make >sysadmin an AdminCC, since we already have a Notify AdminCCs as Comment >action. > >I'm off to RTFM and figure out how to define a Notify sysadmin group as >Comment action, but if anyone knows this off the top of their head, I'd >be very thankful. :-) > >-- >Fran Fabrizio >Senior Systems Analyst >Department of Computer and Information Sciences >University of Alabama at Birmingham >http://www.cis.uab.edu/ >205.934.0653 -- Gene LeDuc, GSEC Security Analyst San Diego State University From lois.bennett at channing.harvard.edu Tue Aug 28 20:03:43 2007 From: lois.bennett at channing.harvard.edu (Lois Bennett) Date: Tue, 28 Aug 2007 20:03:43 -0400 Subject: [rt-users] Problem after system crash In-Reply-To: <46D495FD.5070703@channing.harvard.edu> References: <46D495FD.5070703@channing.harvard.edu> Message-ID: <46D4B7DF.7060003@channing.harvard.edu> Solved. Running mysqlcheck -r rt3 cleared the inconsistencies in the database and all was fixed. Peace, Lois Lois Bennett wrote: > Hi, > > We had a problem with our UPS which resulted in almost all our servers > going down. I now have a problem with RT. It is working fine as far as > comments and replies to existing tickets. > > It won't create new tickets. I believe it it because it was in the > middle of creating one when the system crashed. > > I have these error messages: > > [Tue Aug 28 21:07:34 2007] [crit]: Couldn't create a ticket: Internal > Error: Couldn't execute the query 'INSERT INTO Tickets (Status, Queue, > Started, Type, InitialPriority, Starts, LastUpdated, Subject, > FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, > Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, > ?)'Duplicate entry '8276' for key 1 (/opt/rt3/lib/RT/Ticket_Overlay.pm:591) > > [Tue Aug 28 21:07:34 2007] [error]: WebRT: Ticket could not be created > due to an internal error () (/opt/rt3/share/html/Elements/Error:76) > > In mysql > mysql> select * from Tickets where id = 8276; > Empty set (0.00 sec) > mysql> select * from Transactions where ObjectId = 8276; > +--------+----------+-----------+-------------+-------+----------+----------+----------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+ > > | id | ObjectId | TimeTaken | Type | Field | OldValue | > NewValue | Data | Creator | Created | ObjectType | > ReferenceType | OldReference | NewReference | > +--------+----------+-----------+-------------+-------+----------+----------+----------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+ > > | 142759 | 8276 | 0 | Create | NULL | NULL | NULL > | NULL | > 20791 | 2007-08-28 18:20:47 | RT::Ticket | NULL | NULL > | NULL | > | 142760 | 8276 | 0 | EmailRecord | NULL | NULL | NULL > | | > 1 | 2007-08-28 18:20:48 | RT::Ticket | NULL | NULL > | NULL | > | 142761 | 8276 | 0 | EmailRecord | NULL | NULL | NULL > | | > 1 | 2007-08-28 18:20:54 | RT::Ticket | NULL | NULL > | NULL | > +--------+----------+-----------+-------------+-------+----------+----------+----------------------------------------------------------------+---------+---------------------+------------+---------------+--------------+--------------+ > > 3 rows in set (0.00 sec) > > So it was creating ticket 8276 when it crashed but how can I tell it to > clear out 8276 and move on? > > I suspect this is in the docs somewhere and I am looking but I thought I > would ask too since it might take me a while to search and read. > > Thanks, > Lois > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 sk at net-lab.net Tue Aug 28 21:02:22 2007 From: sk at net-lab.net (sk at net-lab.net) Date: Wed, 29 Aug 2007 03:02:22 +0200 Subject: [rt-users] Fulltext search executes expensive query twice/ three times Message-ID: <200708290302.22891.sk@net-lab.net> Hi all, we have about 18000 Tickets in our RT and the fulltext search is nearly unusable. One search takes about 210 Seconds. We use rt3.6.4 with postgresql. At the postgres logfile I saw that this query is called twice for the ticket count and (nearly the same) for the output (it takes every time 60 Seconds): 2007-08-29 02:24:52 CEST LOG: Anweisung: SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = Transactions_1.id ) WHERE (Transactions_1.ObjectType = 'RT::Ticket') AND (main.Status != 'deleted') AND ( ( ( Attachments_2.Content ILIKE '%test%' ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) 2007-08-29 02:26:09 CEST LOG: Dauer: 76995.042 ms 2007-08-29 02:26:09 CEST LOG: Anweisung: SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = Transactions_1.id ) WHERE (Transactions_1.ObjectType = 'RT::Ticket') AND (main.Status != 'deleted') AND ( ( ( Attachments_2.Content ILIKE '%test%' ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) 2007-08-29 02:27:15 CEST LOG: Dauer: 65809.656 ms 2007-08-29 02:27:15 CEST LOG: Anweisung: SELECT DISTINCT main.* FROM Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = Transactions_1.id ) WHERE (Transactions_1.ObjectType = 'RT::Ticket') AND (main.Status != 'deleted') AND ( ( ( Attachments_2.Content ILIKE '%test%' ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.id ASC LIMIT 50 2007-08-29 02:28:18 CEST LOG: Dauer: 62832.487 ms Is it possible to merge these 3 queries into one? This should speed up the fulltext search about 60% Exists there any patch for this behaviour? regards Sven From fran at cis.uab.edu Tue Aug 28 23:56:17 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Tue, 28 Aug 2007 22:56:17 -0500 Subject: [rt-users] Behavior of ticket's AdminCC vs. queue's AdminCC In-Reply-To: <6.2.1.2.2.20070828151338.025de490@mail.sdsu.edu> References: <46D47C47.6030402@cis.uab.edu> <6.2.1.2.2.20070828134041.025e1918@mail.sdsu.edu> <46D4910C.40909@cis.uab.edu> <6.2.1.2.2.20070828151338.025de490@mail.sdsu.edu> Message-ID: <51F8C94E-3AAB-411D-8CAB-ACDCDD6C3E15@cis.uab.edu> > > 3. Have your NotifySysadmins template send the notification e-mail > to the RT SysAdmins group. Something like this: > To: { > my $group = RT::Group->new( $RT::SystemUser ); > $group->LoadUserDefinedGroup("SysAdmins"); > $OUT = $group->MemberEmailAddressesAsString; } > Ah, this was the key piece of the RT API I hadn't grokked yet. Perfect. Thanks!! From garrett at freebyrd.ca Wed Aug 29 02:15:32 2007 From: garrett at freebyrd.ca (Garrett Wengreniuk) Date: Wed, 29 Aug 2007 00:15:32 -0600 Subject: [rt-users] Help with 3.4 -> 3.6 RT Upgrade on Ubuntu 6.06 -- RT at a glance "Content MyRT Line 75" error Message-ID: <710A22C44E9E99449576D046B643A7496931@wcorp1.wengreniuk.corp> My apologies if there's a simple answer to this question, but I've been fighting with it for most of the day now. I'm running Ubuntu Server 6.06 (in a vmware environment if that makes a difference) and installed RT 3.4 via apt-get We did some playing with 3.4 and it's working fine via web and email. So far so good. I went to use a feature I had seen, and realized it was added in a later version. This prompted the decision to attempt an upgrade to 3.6 My steps were as follows: 1. Add the feisty universe source so I had request-tracker3.6 available 2. Run apt-get update 3. Run apt-get install rt3.6-apache2 (per a post I had read to allow support for apache2) 4. Run apt-get install request-tracker3.6 5. Configure /etc/apache2/sites-available/default to point to the 3.6 apache2-modperl2.conf rather than 3.4 6. Run the rt-setup-database -action insert command to update the database with the 3.5.1 content (only update that appears pertinent from the README) 7. Restart the apache2 service When I do this it appears my database is intact as I get the login screen and can use my previous credentials. As well, I can access other parts of the web interface (haven't tried injecting via email yet, but I assume that will work as well). Queues still exist, etc. The problem is the RT At a Glance screen. I get the dreaded "Can't call method 'Content'" / MyRT line 75 error (full copy below). All searches I've done seem to suggest that I'm missing content from my database, but suggest I should run step #6 above again or some variant - they also all seem to indicate that this solves the problem, but in my case it doesn't... I've attempted to figure out upgrading via source but can't seem to get that to work (various issues that seem much farther off than I am right now). My full command was /usr/sbin/rt-setup-database -p -action insert -datadir /etc/request-tracker3.6/upgrade/3.5.1/ and I've confirmed the file "content" exists in that folder. Nothing else does, and I'm assuming that's why -action schema and -action acl fail, but I'm also assuming that's expected J I'm sure I'm missing something stupid here, but I'm still a linux rookie (although the last two days of configuring RT, nagios and cacti has taught me a lot :P ). Any help in the right direction will be greatly appreciated. If there's any information that would help with the diagnosis, I'm happy to provide it! Thanks in advance for any assistance. Garrett System error error: Can't call method "Content" on an undefined value at /usr/share/request-tracker3.6/html/Elements/MyRT line 75. context: ... 71: 72: unless (exists $session{'my_rt_portlets'}) { 73: my ($d_portlets) = RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSet tings'); 74: my $user = $session{'CurrentUser'}->UserObj; 75: $session{'my_rt_portlets'} = $user->Preferences('HomepageSettings', $d_portlets->Content); 76: } 77: 78: my $portlets = $session{'my_rt_portlets'}; 79: ... code stack: /usr/share/request-tracker3.6/html/Elements/MyRT:75 /usr/share/request-tracker3.6/html/index.html:79 /usr/share/request-tracker3.6/html/autohandler:279 raw error -------------- next part -------------- An HTML attachment was scrubbed... URL: From plabonte at gmail.com Wed Aug 29 10:20:54 2007 From: plabonte at gmail.com (Phil) Date: Wed, 29 Aug 2007 10:20:54 -0400 Subject: [rt-users] RT packages in RPM form available from Fedora? Message-ID: <4527aede0708290720g4d75d198h7d3d901a42eb6b8b@mail.gmail.com> I noticed today that there is RT 3.6.3 listed as an availabe package in YUM. Has anyone used the RPM package of RT in production? Any issues? -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.higgins at gmail.com Wed Aug 29 10:25:09 2007 From: matt.higgins at gmail.com (Matt Higgins) Date: Wed, 29 Aug 2007 10:25:09 -0400 Subject: [rt-users] Ticket Creation Failing Message-ID: <950550040708290725o41ddb3a4w9bd146a2dadd5f0c@mail.gmail.com> My system was working fine up until about 6:00 this AM and has been up and running for about 2 years now. I am seeing the following in my messages log. Aug 29 10:12:49 bucky RT: DBD::mysql::st execute failed: Duplicate entry '0' for key 2 at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm:505) Aug 29 10:12:49 bucky RT: RT::Handle=HASH(0x9ff9658) couldn't execute the query 'INSERT INTO Principals (ObjectId, PrincipalType, Disabled) VALUES (?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9ff9658)', 'INSERT INTO Principals (ObjectId, PrincipalType, Disabled) VA...', 0, 'Group', 0) called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 353 DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x9ff9658)', 'Principals', 'ObjectId', 0, 'PrincipalType', 'Group', 'Disabled', 0) called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/mysql.pm line 36 DBIx::SearchBuilder::Handle::mysql::Insert('RT::Handle=HASH(0x9ff9658)', 'Principals', 'ObjectId', 0, 'PrincipalType', 'Group', 'Disabled', 0) called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 1299 DBIx::SearchBuilder::Record::Create('RT::Principal=HASH(0xac999d4)', 'ObjectId', 0, 'Disabled', 0, 'PrincipalType', 'Group') calle Aug 29 10:12:49 bucky RT: Couldn't create a Principal on new user create. Strange things are afoot at the circle K (/usr/local/rt/lib/RT/Group_Overlay.pm:500) Aug 29 10:12:49 bucky RT: Couldn't create a ticket group of type 'Requestor' for ticket 139919: Could not create group (/usr/local/rt/lib/RT/Ticket_Overlay.pm:1288) Aug 29 10:12:49 bucky RT: Couldn't create ticket groups for ticket 139919. aborting Ticket creation. (/usr/local/rt/lib/RT/Ticket_Overlay.pm:624) Aug 29 10:12:49 bucky RT: Ticket could not be created due to an internal error (/usr/local/rt/lib/RT/Interface/Email.pm:241) Aug 29 10:12:49 bucky RT: Could not record email: Ticket creation failed: Ticket could not be created due to an internal error (/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:73) I looked around and found some rumblings about a bug in DBD::MySQL related to duplicate keys, I was running version perl-DBD-MySQL-2.9004-3.1 from my centos 4 install so I upgraded to the latest version DBD-mysql-4.005 and also upgraded dbd module from libdbi-dbd-mysql-0.6.5-10.RHEL4.1 to DBI-1.59. I am still getting this error. For fun I also logged into mysql and inserted a record into the Principles table with out issue (I deleted it after). Any help on this would be great. Some other systems notes that maybe helpful. MySQL-shared-compat-5.0.27-0.rhel4 MySQL-client-standard-5.0.27-0.rhel4 MySQL-devel-standard-5.0.27-0.rhel4 MySQL-server-standard-5.0.27-0.rhel4 DBD-mysql-4.005 DBI-1.59 RT-3.6.1 CentOS release 4.4 (Final) This is perl, v5.8.5 built for i386-linux-thread-multi -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Wed Aug 29 10:25:07 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 29 Aug 2007 10:25:07 -0400 Subject: [rt-users] RT packages in RPM form available from Fedora? In-Reply-To: <4527aede0708290720g4d75d198h7d3d901a42eb6b8b@mail.gmail.com> References: <4527aede0708290720g4d75d198h7d3d901a42eb6b8b@mail.gmail.com> Message-ID: <46D581C3.1090706@yahoo.com> You won't want to use 3.6.3 anyway. that's a development version of 3.6.4. Keep up with me and what I'm up to: http://theillien.blogspot.com Phil wrote: > I noticed today that there is RT 3.6.3 listed as an availabe package in YUM. > Has anyone used the RPM package of RT in production? Any issues? > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Wed Aug 29 11:20:11 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Aug 2007 11:20:11 -0400 Subject: [rt-users] RT packages in RPM form available from Fedora? In-Reply-To: <46D581C3.1090706@yahoo.com> References: <4527aede0708290720g4d75d198h7d3d901a42eb6b8b@mail.gmail.com> <46D581C3.1090706@yahoo.com> Message-ID: On Aug 29, 2007, at 10:25 AM, Mathew Snyder wrote: > You won't want to use 3.6.3 anyway. that's a development version > of 3.6.4. > Untrue. An odd middle number (minor version) indicates devel/ production, not the last number (patch level). -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From Braam.van.Heerden at conversant.co.za Wed Aug 29 10:52:15 2007 From: Braam.van.Heerden at conversant.co.za (Braam van Heerden) Date: Wed, 29 Aug 2007 16:52:15 +0200 Subject: [rt-users] Controlled CC's (newbie questions) Message-ID: Greetings, I am a new RT user, evaluating it for use in our scenario, and my questions may have been answered before, but unfortunately the ht://dig interface and the wiki doesn't return anything useful. The ht://dig interface doesn't return any results for me at all. We want to set up RT to be used for support at a sister company. I have downloaded and installed the RPM version (3.4.5-2). I have created a queue named "support" and gave the address "support at company.com" to it. I have disable the automatic creation of users, we will only be working with named contacts at the specific clients. Only they are allowed to submit support tickets, either via email or on the portal. We have for example, - Client A - Contact A.A - Contact A.B - Contact A.C - Client B - Contact B.A - Contact B.B - Contact B.C Now, what we would like to do is the following: 1) A contact can open a ticket for that specific client either via email or via the web interface. 2) The ticket must have a severity field that indicates the SLA clauses that gets activated by the incident. 3) We have set up a Trac database to track development tickets. Either the helpdesk personnel or the system will create a Trac ticket if it is deemed necessary. Only pure support tickets will go into RT. 4) A client's contacts may not see tickets from other clients. 5) Clients may only see replies, not comments. 6) We would like all the contacts for a client to be automatically CC'ed whenever any of them opens a ticket, and also have them CC'ed on the replies (not comments). Therefore if Contact A.A logs an incident, Contact A.B and Contact A.C is immediately CC'ed on this. However, none of Client B's contacts may see the tickets. My thoughts so far: 1) and 2) I have working perfectly already. 3) will be done either manually (not an issue for us), or I could try to write a scrip to do that when a certain button is selected (still looking at the available options here). 4) and 5) The permissions system seems to do separation well. 6) This is the major stumbling block for me. It appears I can make all the contacts CC'ed on all tickets, but that would inform client B of the issues at client A. I then thought of creating two separate queues, naming them e.g. "Support (Client A)" and "Support (Client B)", with email addresses clienta at support.company.com and clientb at support.company.com, but the management insists on using a single email address. Also, multiple queues involve a lot of management when a new client is added, or an old client no longer has a support agreement. Has anyone done something like this before, that can give me some configuration tips on how to achieve this in the best way possible? Thanks :) Braam van Heerden Conversant Systems (Pty) Ltd From thierry.thelliez.tech at gmail.com Wed Aug 29 12:09:00 2007 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Wed, 29 Aug 2007 10:09:00 -0600 Subject: [rt-users] 3.6.4: Slow (or hanged up) when replying with a large text Message-ID: <42f5c4430708290909m3f01d725o588e370c30d7854d@mail.gmail.com> Our RT installation works fine (upgraded from 3.6.3 to 3.6.4 and using MySQL). But we just found that if a reply text to a ticket is too long (more than 60 lines), RT does not seems to be able to refresh the page. The reply is submitted with the Self Service interface. The web browser just hang forever (or I am not patient enough to wait for more than 10 minutes...). If we stop the Web browser and restart it, then we can see that the (long) reply was successfully accepted. Is there any timeouts to look for? Or other issues? Thanks, Thierry Thelliez From theillien at yahoo.com Wed Aug 29 12:05:29 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 29 Aug 2007 12:05:29 -0400 Subject: [rt-users] RT packages in RPM form available from Fedora? In-Reply-To: References: <4527aede0708290720g4d75d198h7d3d901a42eb6b8b@mail.gmail.com> <46D581C3.1090706@yahoo.com> Message-ID: <46D59949.30503@yahoo.com> Ah yes. My bad. Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: > > On Aug 29, 2007, at 10:25 AM, Mathew Snyder wrote: > >> You won't want to use 3.6.3 anyway. that's a development version of >> 3.6.4. >> > > Untrue. An odd middle number (minor version) indicates devel/production, > not the last number (patch level). From KFCrocker at lbl.gov Wed Aug 29 12:13:29 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 29 Aug 2007 09:13:29 -0700 Subject: [rt-users] Controlled CC's (newbie questions) In-Reply-To: References: Message-ID: <46D59B29.1070307@lbl.gov> Braam, You could create a custom field that indicates which client the ticket is for and then (this is the labor part) create a different notification scrip for each client by using said custom field and have different addressing logic for each notification scrip/client/group. Something like what Gene wrote earlier: ".... Have your NotifySysadmins template send the notification e-mail to the RT SysAdmins group. Something like this: To: { my $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup("clientsupportgroupA"); $OUT = $group->MemberEmailAddressesAsString; } { $Transaction->Content() } ....". Hope this helps. Kenn LBNL On 8/29/2007 7:52 AM, Braam van Heerden wrote: > Greetings, > > I am a new RT user, evaluating it for use in our scenario, and my questions may have been answered before, but unfortunately the ht://dig interface and the wiki doesn't return anything useful. The ht://dig interface doesn't return any results for me at all. > > We want to set up RT to be used for support at a sister company. I have downloaded and installed the RPM version (3.4.5-2). I have created a queue named "support" and gave the address "support at company.com" to it. I have disable the automatic creation of users, we will only be working with named contacts at the specific clients. Only they are allowed to submit support tickets, either via email or on the portal. > > We have for example, > > - Client A > - Contact A.A > - Contact A.B > - Contact A.C > > - Client B > - Contact B.A > - Contact B.B > - Contact B.C > > Now, what we would like to do is the following: > > 1) A contact can open a ticket for that specific client either via email or via the web interface. > 2) The ticket must have a severity field that indicates the SLA clauses that gets activated by the incident. > 3) We have set up a Trac database to track development tickets. Either the helpdesk personnel or the system will create a Trac ticket if it is deemed necessary. Only pure support tickets will go into RT. > 4) A client's contacts may not see tickets from other clients. > 5) Clients may only see replies, not comments. > 6) We would like all the contacts for a client to be automatically CC'ed whenever any of them opens a ticket, and also have them CC'ed on the replies (not comments). Therefore if Contact A.A logs an incident, Contact A.B and Contact A.C is immediately CC'ed on this. However, none of Client B's contacts may see the tickets. > > My thoughts so far: > > 1) and 2) I have working perfectly already. > 3) will be done either manually (not an issue for us), or I could try to write a scrip to do that when a certain button is selected (still looking at the available options here). > 4) and 5) The permissions system seems to do separation well. > 6) This is the major stumbling block for me. It appears I can make all the contacts CC'ed on all tickets, but that would inform client B of the issues at client A. I then thought of creating two separate queues, naming them e.g. "Support (Client A)" and "Support (Client B)", with email addresses clienta at support.company.com and clientb at support.company.com, but the management insists on using a single email address. Also, multiple queues involve a lot of management when a new client is added, or an old client no longer has a support agreement. > > Has anyone done something like this before, that can give me some configuration tips on how to achieve this in the best way possible? > > Thanks :) > > Braam van Heerden > Conversant Systems (Pty) Ltd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jesse at bestpractical.com Wed Aug 29 12:16:23 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Aug 2007 12:16:23 -0400 Subject: [rt-users] 3.6.4: Slow (or hanged up) when replying with a large text In-Reply-To: <42f5c4430708290909m3f01d725o588e370c30d7854d@mail.gmail.com> References: <42f5c4430708290909m3f01d725o588e370c30d7854d@mail.gmail.com> Message-ID: <3C598DBD-A983-448D-8D0C-42EB553F882C@bestpractical.com> On Aug 29, 2007, at 12:09 PM, Thierry Thelliez wrote: > Our RT installation works fine (upgraded from 3.6.3 to 3.6.4 and using > MySQL). But we just found that if a reply text to a ticket is too long > (more than 60 lines), RT does not seems to be able to refresh the > page. The reply is submitted with the Self Service interface. The web > browser just hang forever (or I am not patient enough to wait for more > than 10 minutes...). > > If we stop the Web browser and restart it, then we can see that the > (long) reply was successfully accepted. > > Is there any timeouts to look for? Or other issues? Tell us about your Sendmail and Mail configuration variables in RT_Config and RT_SiteConfig? > > Thanks, > Thierry Thelliez > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From ktm at rice.edu Wed Aug 29 11:56:06 2007 From: ktm at rice.edu (ktm at rice.edu) Date: Wed, 29 Aug 2007 10:56:06 -0500 Subject: [rt-users] Fulltext search executes expensive query twice/ three times In-Reply-To: <200708290302.22891.sk@net-lab.net> References: <200708290302.22891.sk@net-lab.net> Message-ID: <1188402966.46d59716e4e67@webmail.mail.rice.edu> Quoting sk at net-lab.net: > Hi all, > > we have about 18000 Tickets in our RT and the fulltext search is nearly > unusable. One search takes about 210 Seconds. > We use rt3.6.4 with postgresql. > > At the postgres logfile I saw that this query is called twice for the ticket > count and (nearly the same) for the output (it takes every time 60 Seconds): > > 2007-08-29 02:24:52 CEST LOG: Anweisung: SELECT COUNT(DISTINCT main.id) FROM > Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = > main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = > Transactions_1.id ) WHERE (Transactions_1.ObjectType = 'RT::Ticket') AND > (main.Status != 'deleted') AND ( ( ( Attachments_2.Content > ILIKE '%test%' ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = > main.id) > 2007-08-29 02:26:09 CEST LOG: Dauer: 76995.042 ms > 2007-08-29 02:26:09 CEST LOG: Anweisung: SELECT COUNT(DISTINCT main.id) FROM > Tickets main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = > main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = > Transactions_1.id ) WHERE (Transactions_1.ObjectType = 'RT::Ticket') AND > (main.Status != 'deleted') AND ( ( ( Attachments_2.Content > ILIKE '%test%' ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = > main.id) > 2007-08-29 02:27:15 CEST LOG: Dauer: 65809.656 ms > 2007-08-29 02:27:15 CEST LOG: Anweisung: SELECT DISTINCT main.* FROM Tickets > main JOIN Transactions Transactions_1 ON ( Transactions_1.ObjectId = > main.id ) JOIN Attachments Attachments_2 ON ( Attachments_2.TransactionId = > Transactions_1.id ) WHERE (Transactions_1.ObjectType = 'RT::Ticket') AND > (main.Status != 'deleted') AND ( > ( ( Attachments_2.Content ILIKE '%test%' ) ) ) AND (main.Type = 'ticket') > AND (main.EffectiveId = main.id) ORDER BY main.id ASC LIMIT 50 > 2007-08-29 02:28:18 CEST LOG: Dauer: 62832.487 ms > > Is it possible to merge these 3 queries into one? > This should speed up the fulltext search about 60% > > Exists there any patch for this behaviour? > > regards > Sven > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > Sven, A fulltext search performs a sequential scan of your entire database. You may wish to modify the Oracle Text modifications to support full text indexing with PostgreSQL. You will need to install the tsearch2 contrib module. I will be doing this in our upcoming move to the 3.6 version of RT and will update the wiki to cover the changes needed. If you need it now, then you will need to roll your own. Look on the wiki for the Oracle full text support posted by Joop. Good luck. Ken From rlong at bluegecko.net Wed Aug 29 12:34:48 2007 From: rlong at bluegecko.net (Robert Long) Date: Wed, 29 Aug 2007 09:34:48 -0700 Subject: [rt-users] RT packages in RPM form available from Fedora? In-Reply-To: <4527aede0708290720g4d75d198h7d3d901a42eb6b8b@mail.gmail.com> References: <4527aede0708290720g4d75d198h7d3d901a42eb6b8b@mail.gmail.com> Message-ID: <46D5A028.7050309@bluegecko.net> Phil wrote: > I noticed today that there is RT 3.6.3 listed as an availabe package > in YUM. > Has anyone used the RPM package of RT in production? Any issues? > > Yes, we're using it - however I recently rolled my own RPM for 3.6.4 as there were a couple of fixes I wanted. Had to upgrade a perl module as well. I can send you them if you contact me off the list for them. I'll likely do this for 3.6.5 when it comes out as RC1 seems great in our dev environment. Cheers From kleemann at scharp.org Wed Aug 29 13:08:45 2007 From: kleemann at scharp.org (Robert Kleemann) Date: Wed, 29 Aug 2007 10:08:45 -0700 Subject: [rt-users] unable to form query in TicketSQL; can RT do SQL? In-Reply-To: <46BF5942.1010406@scharp.org> References: <46BF5942.1010406@scharp.org> Message-ID: <46D5A81D.1020903@scharp.org> I don't mean to spam but I thought I'd post this one more time. Does no one do complicated queries like this? Am I doing something wrong? thanks Robert. Robert Kleemann wrote: > I'm trying to do the query "show me any tickets that I've touched in > any way in the past three weeks." I've tried to use the query ui and > TicketSQL but couldn't find a query that worked. > > I have access to the postgres DB that runs our RT system so I was able > to form the following SQL query that works: > > select distinct foo.id, tickets.subject from ( > select transactions.objectid, transactions.created, tickets.id > from transactions, tickets > where > transactions.creator=(select users.id from users where name='kleemann') > and objecttype='RT::Ticket' > and transactions.created > (now()- interval '3 weeks') > and transactions.objectid = tickets.id > ) as foo, tickets > where foo.id=tickets.id > ; > > I'd like to have the query results available in RT so I could have a > list of ticket links. Is there a way to make RT use a query like this? > Is there an easier way to do this? > > thanks! > Robert. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 ntyni+rt-users at mappi.helsinki.fi Wed Aug 29 15:32:15 2007 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Wed, 29 Aug 2007 22:32:15 +0300 Subject: [rt-users] Help with 3.4 -> 3.6 RT Upgrade on Ubuntu 6.06 -- RT at a glance "Content MyRT Line 75" error In-Reply-To: <710A22C44E9E99449576D046B643A7496931@wcorp1.wengreniuk.corp> References: <710A22C44E9E99449576D046B643A7496931@wcorp1.wengreniuk.corp> Message-ID: <20070829193215.GA15292@rispa.it.helsinki.fi> On Wed, Aug 29, 2007 at 12:15:32AM -0600, Garrett Wengreniuk wrote: > The problem is the RT At a Glance screen. I get the dreaded "Can't call > method 'Content'" / MyRT line 75 error (full copy below). > My full command was /usr/sbin/rt-setup-database -p -action insert > -datadir /etc/request-tracker3.6/upgrade/3.5.1/ and I've confirmed the > file "content" exists in that folder. Nothing else does, and I'm > assuming that's why -action schema and -action acl fail, but I'm also > assuming that's expected J Hi, my guess is that /usr/sbin/rt-setup-database is pointing to the 3.4 version, but you should be using the 3.6 one. Try explicitly calling /usr/sbin/rt-setup-database-3.6 for the upgrade and see if that works. Hope this helps, -- Niko Tyni ntyni at iki.fi From hornetmadness at gmail.com Wed Aug 29 13:30:40 2007 From: hornetmadness at gmail.com (Hornet) Date: Wed, 29 Aug 2007 17:30:40 +0000 Subject: [rt-users] Audible alerts In-Reply-To: <20070708141121.GK7633@localhost.mi.fu-berlin.de> References: <20070708141121.GK7633@localhost.mi.fu-berlin.de> Message-ID: On 7/8/07, Chr. v. Stuckrad wrote: > On Sat, 07 Jul 2007, Hornet wrote: > > > I'm looking to add an alert when a new ticket is created or status has > > I've done this with a local schellscript and the 'lynx' > ascii-browser for only a very spacial case but it might > be an idea to start with? > > Thie following is not really a 'runnable version', > because I had to remove some parts specific to my > own setup and system, but it will be a 'nearly' usable > example. > > May be it helps? I run this while 'on dipatch duty' > to not need to look at RT while working on other windows. > > #!/bin/bash > > # the trick in this script is, that 'echo' builtin of bash > # seems NOT to puts iths argument into the commandline > # so running "echo ... '$PASSWORD'| lynx ..." does > # not show tha password, and because it must be entered > # it is not saved in a File. But of course you may > # install/use this only on 'locally secure hosts' because > # the Password will exist in ClearText in Memory at rntime. > > # Startup URL > STURI='https://...SERVER.../rt/...URL_to_GET' > > # user to ask RT with > USER=...username_to_login_with... > > # ask every N Seconds > SLEEPTIME=${SLEEPTIME:-30} > > PLAYER=...soundplayer_used... > > ADDSOUND=...wherever_the_sound_is... > > ########################### change at your own risk ######################## > > # cd hopefully to the locally-correct home? > cd $HOME > > # (re)set terminal if aborted > trap "stty echo echoe echok; exit 1" 0 1 2 3 15 > # ok, now check sound / ask for password > $PLAYER $PWDSOUND > # read without echo > echo -n 'pw: ' > stty -echo -echoe -echok echonl; read line ; stty echo echoe echok > # password now known > # check access: > if echo -e "-dump\n-source\n-auth=${USER}:$line\n${STURI}" | lynx - >/dev/null 2>&1 > then > echo Access OK, backgrounding... > else > echo "${BELL}SORRY, cannot access RT" > exit 1 > fi > # OK run in background! > ( > # loop forever > while true > do > #[1] *DER* Trick > if echo -e "-dump\n-source\n-auth=${USER}:$line\n${STURI}" | lynx - | tee ~/.rtcheck.html | awk $ADEBUG ' > BEGIN { if (DEBUG) { print 0 }; mibad=0; red=0 } > DEBUG==1 { print $0 } > /class="oddline MIbad"/ { mibad=1; if (DEBUG) { print 1 }; next } > /class="evenline MIbad"/ { mibad=1; if (DEBUG) { print 1 }; next } > mibad==1 && /Query.*eingang.*Rechnerbetrieb/ { > if (DEBUG) { print 2 }; red=1 > } > mibad==1 { if (DEBUG) { print 0 }; mibad=0 } > END { if (red) { > if (DEBUG) { print "red" }; exit 0 > } else { > if (DEBUG) { print "green" }; exit 1 > } > }' > then > $PLAYER $ATTSOUND > fi > sleep $SLEEPTIME > done > ) & > > -- > Christoph von Stuckrad * * |nickname | \ > Freie Universitaet Berlin |/_*|'stucki' |Tel(days):+49 30 838-75 459| > Mathematik & Informatik EDV |\ *|if online|Tel(else):+49 30 77 39 6600| > Takustr. 9 / 14195 Berlin * * |on IRCnet|Fax(alle):+49 30 838-75 454/ > -- Thanks for the info. I wrote something similar in perl maily because I didn't want to tied it to any one PC. just make it +x and place it in your cgi-bin dir and open it in a web browser. Firefox (windows) seemed to want to install quicktime, and since I hate QT and RA, I just use IE. Weird for a simpe .wav file. ______________ #!/usr/bin/perl use strict; use Date::Manip; my $refresh=300; #in sec my $date=UnixDate("now","%Y-%m-%d %H:%MGMT"); $ENV{'RTUSER'}="nagios"; $ENV{'RTPASSWD'}="ThePassw0rd"; $ENV{'RTSERVER'}="http://yourserver/rt"; my $naghome="/home/noc"; my $ref=$refresh/60; my $cmd="$naghome/scripts/rt-3.4 ls -s \"\'Status\' = \'new\'\ OR \'Status\' = \'open\'\""; #print $cmd."\n"; open (RT, "$cmd|") || die "$cmd $!\n"; print "Content-type: text/html\n\n"; print '
    '; print "Date: $date : Refreshed every $ref minutes

    "; my $skip=0; while () { chomp; if ($_ =~ /^\d+/) { print "$_
    "; if (!$skip) { print ''; # print ''; $skip=1; } } else { print "All is well!"; } } close RT; -Erik- From thierry.thelliez.tech at gmail.com Wed Aug 29 13:35:45 2007 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Wed, 29 Aug 2007 11:35:45 -0600 Subject: [rt-users] 3.6.4: Slow (or hanged up) when replying with a large text In-Reply-To: <3C598DBD-A983-448D-8D0C-42EB553F882C@bestpractical.com> References: <42f5c4430708290909m3f01d725o588e370c30d7854d@mail.gmail.com> <3C598DBD-A983-448D-8D0C-42EB553F882C@bestpractical.com> Message-ID: <42f5c4430708291035w3198f316s3629e72f483bdb90@mail.gmail.com> >From the RT_SiteConfig.pm Set($MailCommand , 'smtp'); Set($SMTPServer, 'localhost'); Set($SMTPFrom, 'support at xyz.com'); Set($SMTPDebug, true); Set($SendmailPath , 'undef'); Set($SendmailArguments , 'undef'); Thierry Thelliez From jesse at bestpractical.com Wed Aug 29 16:43:48 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Aug 2007 16:43:48 -0400 Subject: [rt-users] 3.6.4: Slow (or hanged up) when replying with a large text In-Reply-To: <42f5c4430708291035w3198f316s3629e72f483bdb90@mail.gmail.com> References: <42f5c4430708290909m3f01d725o588e370c30d7854d@mail.gmail.com> <3C598DBD-A983-448D-8D0C-42EB553F882C@bestpractical.com> <42f5c4430708291035w3198f316s3629e72f483bdb90@mail.gmail.com> Message-ID: <05133E05-89D8-4360-A500-75C474D44E58@bestpractical.com> On Aug 29, 2007, at 1:35 PM, Thierry Thelliez wrote: >> From the RT_SiteConfig.pm > > Set($MailCommand , 'smtp'); > That means that RT is trying to do the SMTP connection as the user clicks "Submit" try switching to 'sendmailpipe' -j > Set($SMTPServer, 'localhost'); > Set($SMTPFrom, 'support at xyz.com'); > Set($SMTPDebug, true); > Set($SendmailPath , 'undef'); > Set($SendmailArguments , 'undef'); > > > Thierry Thelliez > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From sk at net-lab.net Wed Aug 29 17:22:05 2007 From: sk at net-lab.net (sk at net-lab.net) Date: Wed, 29 Aug 2007 23:22:05 +0200 Subject: [rt-users] Fulltext search executes expensive query twice/ three times In-Reply-To: <1188402966.46d59716e4e67@webmail.mail.rice.edu> References: <200708290302.22891.sk@net-lab.net> <1188402966.46d59716e4e67@webmail.mail.rice.edu> Message-ID: <200708292322.05498.sk@net-lab.net> Am Mittwoch, 29. August 2007 17:56:06 schrieb ktm at rice.edu: > Quoting sk at net-lab.net: > > Hi all, > > At the postgres logfile I saw that this query is called twice for the > > ticket count and (nearly the same) for the output (it takes every time 60 > > Seconds): > > > > 2007-08-29 02:24:52 CEST LOG: Anweisung: SELECT COUNT(DISTINCT main.id) > > FROM Tickets main JOIN Transactions Transactions_1 ON ( > > Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( > > Attachments_2.TransactionId = Transactions_1.id ) WHERE > > (Transactions_1.ObjectType = 'RT::Ticket') AND (main.Status != 'deleted') > > AND ( ( ( Attachments_2.Content > > ILIKE '%test%' ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = > > main.id) > > 2007-08-29 02:26:09 CEST LOG: Dauer: 76995.042 ms > > 2007-08-29 02:26:09 CEST LOG: Anweisung: SELECT COUNT(DISTINCT main.id) > > FROM Tickets main JOIN Transactions Transactions_1 ON ( > > Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( > > Attachments_2.TransactionId = Transactions_1.id ) WHERE > > (Transactions_1.ObjectType = 'RT::Ticket') AND (main.Status != 'deleted') > > AND ( ( ( Attachments_2.Content > > ILIKE '%test%' ) ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = > > main.id) > > 2007-08-29 02:27:15 CEST LOG: Dauer: 65809.656 ms > > 2007-08-29 02:27:15 CEST LOG: Anweisung: SELECT DISTINCT main.* FROM > > Tickets main JOIN Transactions Transactions_1 ON ( > > Transactions_1.ObjectId = main.id ) JOIN Attachments Attachments_2 ON ( > > Attachments_2.TransactionId = Transactions_1.id ) WHERE > > (Transactions_1.ObjectType = 'RT::Ticket') AND (main.Status != 'deleted') > > AND ( > > ( ( Attachments_2.Content ILIKE '%test%' ) ) ) AND (main.Type = > > 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.id ASC LIMIT > > 50 2007-08-29 02:28:18 CEST LOG: Dauer: 62832.487 ms > > > > Is it possible to merge these 3 queries into one? > > This should speed up the fulltext search about 60% > > Exists there any patch for this behaviour? > > > > regards > > Sven > Sven, > > A fulltext search performs a sequential scan of your entire database. You > may wish to modify the Oracle Text modifications to support full text > indexing with PostgreSQL. You will need to install the tsearch2 contrib > module. I will be doing this in our upcoming move to the 3.6 version of RT > and will update the wiki to cover the changes needed. If you need it now, > then you will need to roll your own. Look on the wiki for the Oracle full > text support posted by Joop. Good luck. > > Ken Hi Ken, I will try tsearch2 (I hope I get it working). But I don't understand why the query is called 2 times. I thought this should be improved. Sven From marco.catunda at gmail.com Wed Aug 29 17:51:55 2007 From: marco.catunda at gmail.com (Marco Catunda) Date: Wed, 29 Aug 2007 18:51:55 -0300 Subject: [rt-users] CVS and Subversion Integration Message-ID: <7be339f90708291451u76ad2dfat1c6d95ce2a654d18@mail.gmail.com> Hi, Is there any script or howto to integrate CVS or Subversion at RT? Has anyone made it? Thanks -- Marco Catunda From jesse at bestpractical.com Wed Aug 29 17:58:30 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Aug 2007 17:58:30 -0400 Subject: [rt-users] CVS and Subversion Integration In-Reply-To: <7be339f90708291451u76ad2dfat1c6d95ce2a654d18@mail.gmail.com> References: <7be339f90708291451u76ad2dfat1c6d95ce2a654d18@mail.gmail.com> Message-ID: <0A8E257A-61BE-4AD6-B7F7-235E48F0153A@bestpractical.com> On Aug 29, 2007, at 5:51 PM, Marco Catunda wrote: > Hi, > > Is there any script or howto to integrate CVS or Subversion at RT? > Has anyone made it? > http://search.cpan.org/dist/RT-Integration-SVN/ > Thanks > -- > Marco Catunda > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From sam at jovianprojects.com.au Thu Aug 30 03:18:51 2007 From: sam at jovianprojects.com.au (Sam Tilders) Date: Thu, 30 Aug 2007 17:18:51 +1000 Subject: [rt-users] newest unowned tickets not including open Message-ID: <20070830071851.GA10556@australiaonline.net.au> Hi, I have RT 3.6.4 installed, and I'm trying to work through the usability for our office staff. My problem is with the "10 newest unowned tickets" display on the user homepage. The top 10 never shows "open" tickets owned by "Nobody", however when I look at the search by clicking on the section title it shows the query is o Owner = Nobody AND (Status = 'new' OR Status = 'open') If I click through to the unrestricted list it includes the open tickets. I can't find where the homepage display is filtering out the open tickets or if it is even using the query it claims to be using in the link through to the full list. Can anyone tell me where it's being filtered or how I can set it to show open tickets? Thanks, - Sam -- -- Sam Tilders sam at jovianprojects.com.au (Move to Jupiter) From Michael.Peer at eurac.edu Thu Aug 30 10:11:52 2007 From: Michael.Peer at eurac.edu (Peer Michael) Date: Thu, 30 Aug 2007 16:11:52 +0200 Subject: [rt-users] New web interface Message-ID: Hi I'm looking for an alternative web interface. Currently I use the rt-3.4.5 interface, but my boss will a new interface that is different as rt 3.4 and rt-3.6. Any suggestion? Thanks in advanced Michael Peer -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Thu Aug 30 13:43:47 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 30 Aug 2007 10:43:47 -0700 Subject: [rt-users] Reports question Message-ID: <46D701D3.40101@lbl.gov> To all, This may be a dumb question, but as we have been testing 3.6.4 we have not been able to find a way to download any of the built-in reports under tools. We would like to print out the chart and summary results but can't seem to find a button or selection option to do this. So far, we are merely doing a screen print, not a good method. Can someone direct us to the right method? Thanks. Kenn LBNL From KFCrocker at lbl.gov Thu Aug 30 14:31:52 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 30 Aug 2007 11:31:52 -0700 Subject: [rt-users] RT My Day page Message-ID: <46D70D18.9040105@lbl.gov> To all, I was wondering if anyone had thought of allowing the same choice of "minutes" or "hours" on the My Day screen as is currently allowed on the "Basics" or "Jumbo" pages? It would make it more consistent wouldn't it? Kenn LBNL From sam at jovianprojects.com.au Thu Aug 30 05:56:06 2007 From: sam at jovianprojects.com.au (Sam Tilders) Date: Thu, 30 Aug 2007 19:56:06 +1000 Subject: [rt-users] newest unowned tickets not including open In-Reply-To: <20070830071851.GA10556@australiaonline.net.au> References: <20070830071851.GA10556@australiaonline.net.au> Message-ID: <20070830095606.GA3673@australiaonline.net.au> On Thu, Aug 30, 2007 at 05:18:51PM +1000, Sam Tilders wrote: > My problem is with the "10 newest unowned tickets" display on the user > homepage. > > The top 10 never shows "open" tickets owned by "Nobody", however when > I look at the search by clicking on the section title it shows the > query is Nevermind folks... I figured out what was happening. There's another queue that the user doesn't have access to see... however, when the "10 newest unowned tickets" does it's query it includes this other queue... so by the time the top 10 has been filtered and tickets with no access have been remember, the "10 newest unowned tickets" only shows a couple of tickets. In some cases it can even be empty despite the queue having heaps of tickets. -- -- Sam Tilders sam at jovianprojects.com.au (Move to Jupiter) From thierry.thelliez.tech at gmail.com Thu Aug 30 15:51:05 2007 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Thu, 30 Aug 2007 13:51:05 -0600 Subject: [rt-users] Best ways to create a web based ticket submission without login? Message-ID: <42f5c4430708301251n55384f8dp3884a0cd2125ff97@mail.gmail.com> How would you create a web form that will be used by users that do not have an RT account? The self service interface is simple but I need something even simplier: users fill a form and press submit. That's all. No authentication, No ticket list. On the form they should fill several custom fields including a way to identify them back (name, email). The only thing they need to see is a ticket submission page. Behind the scene this form will populate an RT ticket for a predefined queue and another group of users will process the requests/tickets. How should I get started with these requirements? Thanks, Thierry Thelliez From rwerner at usscript.com Thu Aug 30 16:02:30 2007 From: rwerner at usscript.com (Robert G. Werner) Date: Thu, 30 Aug 2007 13:02:30 -0700 Subject: [rt-users] Reports question In-Reply-To: <46D701D3.40101@lbl.gov> References: <46D701D3.40101@lbl.gov> Message-ID: <46D72256.50703@usscript.com> Kenneth Crocker wrote: > To all, > > > This may be a dumb question, but as we have been testing 3.6.4 we > have not been able to find a way to download any of the built-in reports > under tools. We would like to print out the chart and summary results > but can't seem to find a button or selection option to do this. So far, > we are merely doing a screen print, not a good method. Can someone > direct us to the right method? Thanks. > > > Kenn [snip] What about using the browser's "Print" function? That seems to work for me. -- Robert G. Werner (Network Systems Administrator) rwerner at usscript.com 559.244.3734 From rlong at bluegecko.net Thu Aug 30 17:06:55 2007 From: rlong at bluegecko.net (Robert Long) Date: Thu, 30 Aug 2007 14:06:55 -0700 Subject: [rt-users] Best ways to create a web based ticket submission without login? In-Reply-To: <42f5c4430708301251n55384f8dp3884a0cd2125ff97@mail.gmail.com> References: <42f5c4430708301251n55384f8dp3884a0cd2125ff97@mail.gmail.com> Message-ID: <46D7316F.5050403@bluegecko.net> Thierry Thelliez wrote: > How would you create a web form that will be used by users that do not > have an RT account? > > The self service interface is simple but I need something even > simplier: users fill a form and press submit. That's all. No > authentication, No ticket list. On the form they should fill several > custom fields including a way to identify them back (name, email). The > only thing they need to see is a ticket submission page. > > Behind the scene this form will populate an RT ticket for a predefined > queue and another group of users will process the requests/tickets. > > How should I get started with these requirements? > > Thanks, > Thierry Thelliez > Why don't you just have the webpage backed to sending an email into your ticketing system? if that doesn't work why not use the RT command line interface? Try 'rt help create' .r' From gleduc at mail.sdsu.edu Thu Aug 30 17:33:06 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 30 Aug 2007 14:33:06 -0700 Subject: [rt-users] Best ways to create a web based ticket submission without login? In-Reply-To: <42f5c4430708301251n55384f8dp3884a0cd2125ff97@mail.gmail.co m> References: <42f5c4430708301251n55384f8dp3884a0cd2125ff97@mail.gmail.com> Message-ID: <6.2.1.2.2.20070830141944.025d6b30@mail.sdsu.edu> Hi Thierry, As Robert suggested, let your web app validate the data and then send RT a formatted e-mail. If you need to track data using custom fields, write an On Create scrip that parses the e-mail (easy, because it's in your defined format) and fills in your custom fields. If you don't have custom fields, you probably don't even need any custom scrips. If that's all the automation you need and you don't want the user to be able to access the ticket using RT, it's very simple. Regards, Gene At 12:51 PM 8/30/2007, Thierry Thelliez wrote: >How would you create a web form that will be used by users that do not >have an RT account? > >The self service interface is simple but I need something even >simplier: users fill a form and press submit. That's all. No >authentication, No ticket list. On the form they should fill several >custom fields including a way to identify them back (name, email). The >only thing they need to see is a ticket submission page. > >Behind the scene this form will populate an RT ticket for a predefined >queue and another group of users will process the requests/tickets. > >How should I get started with these requirements? > >Thanks, >Thierry Thelliez >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: 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 KFCrocker at lbl.gov Thu Aug 30 17:33:30 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 30 Aug 2007 14:33:30 -0700 Subject: [rt-users] Reports question In-Reply-To: <46D72256.50703@usscript.com> References: <46D701D3.40101@lbl.gov> <46D72256.50703@usscript.com> Message-ID: <46D737AA.7070107@lbl.gov> Robert, That's what I'm using now, but it doesn't look quite like something I would pass onto to someone as a formal report. Kenn LBNL On 8/30/2007 1:02 PM, Robert G. Werner wrote: > Kenneth Crocker wrote: >> To all, >> >> >> This may be a dumb question, but as we have been testing 3.6.4 we >> have not been able to find a way to download any of the built-in >> reports under tools. We would like to print out the chart and summary >> results but can't seem to find a button or selection option to do >> this. So far, we are merely doing a screen print, not a good method. >> Can someone direct us to the right method? Thanks. >> >> >> Kenn > [snip] > What about using the browser's "Print" function? That seems to work for > me. > From HelmuthRamirez at compupay.com Thu Aug 30 17:51:20 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 30 Aug 2007 17:51:20 -0400 Subject: [rt-users] Reports question In-Reply-To: <46D737AA.7070107@lbl.gov> References: <46D701D3.40101@lbl.gov> <46D72256.50703@usscript.com> <46D737AA.7070107@lbl.gov> Message-ID: <7314881427FC8A4081673E8CEEA7924906274CCE@EXMIAMI01.compupay.com> Why not run a search, then export it to Excel (or spreadsheet of choice) and do the pretty charts there. You can then save the search for regular use. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Thursday, August 30, 2007 5:34 PM To: Robert G. Werner Cc: rt Users Subject: Re: [rt-users] Reports question Robert, That's what I'm using now, but it doesn't look quite like something I would pass onto to someone as a formal report. Kenn LBNL On 8/30/2007 1:02 PM, Robert G. Werner wrote: > Kenneth Crocker wrote: >> To all, >> >> >> This may be a dumb question, but as we have been testing 3.6.4 we >> have not been able to find a way to download any of the built-in >> reports under tools. We would like to print out the chart and summary >> results but can't seem to find a button or selection option to do >> this. So far, we are merely doing a screen print, not a good method. >> Can someone direct us to the right method? Thanks. >> >> >> Kenn > [snip] > What about using the browser's "Print" function? That seems to work for > me. > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This message from CompuPay (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Messages sent to and from us may be monitored. For more information regarding CompuPay, please visit www.compupay.com. From thierry.thelliez.tech at gmail.com Thu Aug 30 17:59:44 2007 From: thierry.thelliez.tech at gmail.com (Thierry Thelliez) Date: Thu, 30 Aug 2007 15:59:44 -0600 Subject: [rt-users] Best ways to create a web based ticket submission without login? In-Reply-To: <6.2.1.2.2.20070830141944.025d6b30@mail.sdsu.edu> References: <42f5c4430708301251n55384f8dp3884a0cd2125ff97@mail.gmail.com> <6.2.1.2.2.20070830141944.025d6b30@mail.sdsu.edu> Message-ID: <42f5c4430708301459n54e42been63f8a0d9231e00db@mail.gmail.com> Thanks all for your answers. The email solution is not an option at this point because we only use the Web Interface (to avoid spam we have no inbound email server). The command line approach (REST like?) seems promising although I could not yet figure out how to create a new ticket for a given queue with custom fields. Has someone a code example? Reading the 'bin/rt' code, it seems that there are some files and environment variables to set but I did not see anything about specifying a queue. Creating a CGI will probably work but I would have preferred letting RT manage the Custom Fields layout and logic (required fields). Thierry From jplatter at vortexit.net Thu Aug 30 16:18:02 2007 From: jplatter at vortexit.net (Jeff Platter) Date: Thu, 30 Aug 2007 16:18:02 -0400 Subject: [rt-users] Best ways to create a web based ticket submission without login? In-Reply-To: <42f5c4430708301251n55384f8dp3884a0cd2125ff97@mail.gmail.com> References: <42f5c4430708301251n55384f8dp3884a0cd2125ff97@mail.gmail.com> Message-ID: <071001c7eb42$de31c100$9a954300$@net> You should create a webform then generates and sends an email to the correct queue in your RT system. If you want other fields filled in you can use the commandByEmail extension to have RT fill in all the extra fields you want through the email. -Jeff -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thierry Thelliez Sent: Thursday, August 30, 2007 3:51 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Best ways to create a web based ticket submission without login? How would you create a web form that will be used by users that do not have an RT account? The self service interface is simple but I need something even simplier: users fill a form and press submit. That's all. No authentication, No ticket list. On the form they should fill several custom fields including a way to identify them back (name, email). The only thing they need to see is a ticket submission page. Behind the scene this form will populate an RT ticket for a predefined queue and another group of users will process the requests/tickets. How should I get started with these requirements? Thanks, Thierry Thelliez _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. From kzembowe at jhuccp.org Thu Aug 30 16:12:48 2007 From: kzembowe at jhuccp.org (Zembower, Kevin) Date: Thu, 30 Aug 2007 16:12:48 -0400 Subject: [rt-users] Unable to install HTML::Mason Message-ID: <2E8AE992B157C0409B18D0225D0B476306CD8EF9@XCH-VN01.sph.ad.jhsph.edu> While trying to install my first ever RT, I'm stumped by my inability to install the perl module HTML::Mason, as shown in the 'make testdeps' output. Installing HTML::Mason seems to depend on installing Apache::Request, which, when I attempt to install it, reports "mod_perl 1.x ( < 1.99) is required at Makefile.PL line 34." Unfortunately, my mod_perl is >1.99, specifically, "mod_perl is up to date (1.9916)". Has anyone here faced this problem and found a solution? System is: -bash-3.00# uname -a Linux www.jhuccp.org 2.6.9-55.0.2.ELsmp #1 SMP Tue Jun 12 17:58:20 EDT 2007 x86_64 x86_64 x86_64 GNU/Linux -bash-3.00# perl -v This is perl, v5.8.5 built for x86_64-linux-thread-multi Thanks for any advice or suggestions. -Kevin Kevin Zembower Internet Services Group manager Center for Communication Programs Bloomberg School of Public Health Johns Hopkins University 111 Market Place, Suite 310 Baltimore, Maryland 21202 410-659-6139 From KFCrocker at lbl.gov Thu Aug 30 18:39:37 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 30 Aug 2007 15:39:37 -0700 Subject: [rt-users] Reports question In-Reply-To: <7314881427FC8A4081673E8CEEA7924906274CCE@EXMIAMI01.compupay.com> References: <46D701D3.40101@lbl.gov> <46D72256.50703@usscript.com> <46D737AA.7070107@lbl.gov> <7314881427FC8A4081673E8CEEA7924906274CCE@EXMIAMI01.compupay.com> Message-ID: <46D74729.9010100@lbl.gov> Helmuth, Yes, I'm afraid that is the best option. I was hoping that there was a more natural way, since the report results are already there and just need to be printed. It seems a shame to have to re-invent the wheel just to get it to print. Oh well. Kenn LBNL On 8/30/2007 2:51 PM, Helmuth Ramirez wrote: > Why not run a search, then export it to Excel (or spreadsheet of choice) > and do the pretty charts there. You can then save the search for > regular use. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth > Crocker > Sent: Thursday, August 30, 2007 5:34 PM > To: Robert G. Werner > Cc: rt Users > Subject: Re: [rt-users] Reports question > > Robert, > > > That's what I'm using now, but it doesn't look quite like > something I > would pass onto to someone as a formal report. > > > Kenn > LBNL > > On 8/30/2007 1:02 PM, Robert G. Werner wrote: >> Kenneth Crocker wrote: >>> To all, >>> >>> >>> This may be a dumb question, but as we have been testing 3.6.4 we > >>> have not been able to find a way to download any of the built-in >>> reports under tools. We would like to print out the chart and summary > >>> results but can't seem to find a button or selection option to do >>> this. So far, we are merely doing a screen print, not a good method. >>> Can someone direct us to the right method? Thanks. >>> >>> >>> Kenn >> [snip] >> What about using the browser's "Print" function? That seems to work > for >> me. >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > This message from CompuPay (and any associated files) is intended only for the > use of the individual or entity to which it is addressed and may > contain information that is confidential, subject to copyright or > constitutes a trade secret. If you are not the intended recipient > you are hereby notified that any dissemination, copying or > distribution of this message, or files associated with this message, > is strictly prohibited. If you have received this message in error, > please notify us immediately by replying to the message and deleting > it from your computer. Messages sent to and from us may be monitored. > > For more information regarding CompuPay, please visit www.compupay.com. > From schamane at fam.tuwien.ac.at Thu Aug 30 18:51:27 2007 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Fri, 31 Aug 2007 00:51:27 +0200 (CEST) Subject: [rt-users] Access followup CCs in templates? [FAM-RT #828] Message-ID: Hi fellow RT users, I am desperately looking for a way to access a message's CC addresses (as opposed to RT's CCs) from within a template? I am pretty sure that this is possible but even though I was browsing through the wiki and the source code I could not find how to do this. In other words, we've { $Ticket->CcAddresses } to access a ticket's CCs but can I also access the CCs of a message's RFC822 header? I know there is ParseFollowupMessageForTicketCcs ( http://wiki.bestpractical.com/view/ParseFollowupMessageForTicketCcs ) which tries to solve the problem by adding followup CCs as ticket's CCs. But this is too much for us. We'd just need the CCs in templates. Many thanks in advance, -- -- Andreas running RT 3.4.5 From HelmuthRamirez at compupay.com Thu Aug 30 19:13:21 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 30 Aug 2007 19:13:21 -0400 Subject: [rt-users] Best ways to create a web based ticket submissionwithout login? References: <42f5c4430708301251n55384f8dp3884a0cd2125ff97@mail.gmail.com><6.2.1.2.2.20070830141944.025d6b30@mail.sdsu.edu> <42f5c4430708301459n54e42been63f8a0d9231e00db@mail.gmail.com> Message-ID: <7314881427FC8A4081673E8CEEA7924905D9B638@EXMIAMI01.compupay.com> I hate to beat a dead horse but...couldn't you just set up a simple mail server (sendmail, postfix) just for your RT use, which would not touch the outside world? Then you can do the command by mail things which have been previously mentioned. ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Thierry Thelliez Sent: Thu 8/30/2007 5:59 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Best ways to create a web based ticket submissionwithout login? Thanks all for your answers. The email solution is not an option at this point because we only use the Web Interface (to avoid spam we have no inbound email server). The command line approach (REST like?) seems promising although I could not yet figure out how to create a new ticket for a given queue with custom fields. Has someone a code example? Reading the 'bin/rt' code, it seems that there are some files and environment variables to set but I did not see anything about specifying a queue. Creating a CGI will probably work but I would have preferred letting RT manage the Custom Fields layout and logic (required fields). Thierry _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This message from CompuPay (and any associated files) is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential, subject to copyright or constitutes a trade secret. If you are not the intended recipient you are hereby notified that any dissemination, copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and deleting it from your computer. Messages sent to and from us may be monitored. For more information regarding CompuPay, please visit www.compupay.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From LMacInnes at stargate.ca Thu Aug 30 15:42:24 2007 From: LMacInnes at stargate.ca (Liam R. MacInnes) Date: Thu, 30 Aug 2007 12:42:24 -0700 Subject: [rt-users] newest unowned tickets not including open In-Reply-To: <20070830095606.GA3673@australiaonline.net.au> Message-ID: <321A94C57477C4419BE5DAF576D50FB21CD65114@hand.sghosted.local> >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sam Tilders >Sent: Thursday, August 30, 2007 2:56 AM >To: RT-Users >Subject: Re: [rt-users] newest unowned tickets not including open >On Thu, Aug 30, 2007 at 05:18:51PM +1000, Sam Tilders wrote: >> My problem is with the "10 newest unowned tickets" display on the user >> homepage. >> >> The top 10 never shows "open" tickets owned by "Nobody", however when >> I look at the search by clicking on the section title it shows the >> query is >Nevermind folks... I figured out what was happening. >There's another queue that the user doesn't have access to see... >however, when the "10 newest unowned tickets" does it's query it includes this other queue... so by the time the top 10 >has been filtered and tickets with no access have been remember, the "10 newest unowned tickets" only shows a couple of >tickets. In some cases it can even be empty despite the queue having heaps of tickets. >-- >-- >Sam Tilders >sam at jovianprojects.com.au >(Move to Jupiter) Did you find a way to work around this? I'm having the same problem but no one answers when I ask about it. :p -- Liam MacInnes From Keith.D.Schincke at nasa.gov Thu Aug 30 16:41:49 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Thu, 30 Aug 2007 15:41:49 -0500 Subject: [rt-users] Best ways to create a web based ticket submissionwithout login? In-Reply-To: <42f5c4430708301251n55384f8dp3884a0cd2125ff97@mail.gmail.com> References: <42f5c4430708301251n55384f8dp3884a0cd2125ff97@mail.gmail.com> Message-ID: <5D0B651C5306D64AA429824F50D2C0AC43ADDC@NDJSEVS23B.ndc.nasa.gov> I had to make a simular form locally. I used Perl CGI to generate the basic form. I used RT;, RT::Ticket, RT::Current_user and RT::Interface::CLI; to create the ticket. The cgi script is fairly simple. If there are no parameters, print the form. Otherwise, marshel the arguments and create a ticket. Here are the basics of my ticket creation. Good luck. #($q is my Perl CGI object) my $CurrentUser = new RT::CurrentUser(); $CurrentUser->LoadByName( 'your rt username for CGI tickets' ) ; my $ticket = new RT::Ticket($CurrentUser); my $ticket_body = MIME::Entity->build(Data => $COMMENT, Type => 'text/plain'); my %ticket_vals = ( Queue => 'Your default queue', Subject => "$value from form" , Owner => "$optional name", Requestor => 'Could be the cgi user or as entered from form', InitialPriority => '11', FinalPriority => '20', MIMEObj => $ticket_body, 'CustomField-7' => $CGI_VALUE1 , 'CustomField-8' => $CGI_VALUE2 , ); my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals); if( $id == 0 ) { print STDERR $err . "\n" if $err; print $q->h3( "Error saving your ticket." ) ; print $q->h3( "Please contect the helpdesk with the bellow error message." ) ; print $q->h3( $err ) ; } else { print $q->h3( "Your tiket has been successfully saved." ) ; print $q->h3( "Your ticket number is $id." ) ; print $q->h3( "Thank you." ) ; } -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thierry Thelliez Sent: Thursday, August 30, 2007 2:51 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Best ways to create a web based ticket submissionwithout login? How would you create a web form that will be used by users that do not have an RT account? The self service interface is simple but I need something even simplier: users fill a form and press submit. That's all. No authentication, No ticket list. On the form they should fill several custom fields including a way to identify them back (name, email). The only thing they need to see is a ticket submission page. Behind the scene this form will populate an RT ticket for a predefined queue and another group of users will process the requests/tickets. How should I get started with these requirements? Thanks, Thierry Thelliez _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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 weser at osp-dd.de Fri Aug 31 06:40:59 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Fri, 31 Aug 2007 12:40:59 +0200 Subject: [rt-users] Problems with Approval Message-ID: <46D7F03B.4020907@osp-dd.de> Hi everybody, since yesterday I'm struggling with the Approval system of RT. I tried several systems and solutions from the mailing list and the wiki but I got nothing to work completely. We are using RT in an international developer group in our company for posting bugfixes etc. I have set up different groups with different rights. So there are (biz)-people who can only create tickets and tell, where they saw some errors. Some team leaders will assign the tickets to developers then. Now I try to set up the approval system to let tickets be approved by the team leader again (as a final check if everything is ok) when a developer hits resolved. The problem now is that I can't see anything in the menu Approval no matter what I do. Enabling Queue ___Approval doesn't work. I added the "ShowTicket"-right to AdminCCs globally (like mentioned at "ApprovalCreation" in the wiki) in but this also didn't work. Even as superuser I can't see any tickets in the menu Approval. The only possibility to get a ticket approved is to go to the ticket which was resolved by the developer, choose the created ticket on "Depends On" and hit resolved on that one. But since the original ticket has the status "resolved" already it's not to see in the queue anymore and if I don't create a scrip that sends email to inform people to approve a ticket nobody will ever know about that and the ticket will never be reviewed and approved/opened again. Please help me, I'm stuck... What am I doing wrong? Or is there maybe a better solution for my problem? Cheers, Ben From barnesaw at ucrwcu.rwc.uc.edu Fri Aug 31 08:47:51 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 31 Aug 2007 08:47:51 -0400 Subject: [rt-users] newest unowned tickets not including open In-Reply-To: <321A94C57477C4419BE5DAF576D50FB21CD65114@hand.sghosted.local> References: <321A94C57477C4419BE5DAF576D50FB21CD65114@hand.sghosted.local> Message-ID: <46D80DF7.1000406@ucrwcu.rwc.uc.edu> I use this so that people can the ten newest in each queue they have rights to. http://wiki.bestpractical.com/view/TicketsPerQueue Liam R. MacInnes wrote: >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sam Tilders >> Sent: Thursday, August 30, 2007 2:56 AM >> To: RT-Users >> Subject: Re: [rt-users] newest unowned tickets not including open >> > > >> On Thu, Aug 30, 2007 at 05:18:51PM +1000, Sam Tilders wrote: >> >>> My problem is with the "10 newest unowned tickets" display on the user >>> homepage. >>> >>> The top 10 never shows "open" tickets owned by "Nobody", however when >>> I look at the search by clicking on the section title it shows the >>> query is >>> > > >> Nevermind folks... I figured out what was happening. >> > > >> There's another queue that the user doesn't have access to see... >> however, when the "10 newest unowned tickets" does it's query it includes this other queue... so by the time the top 10 >> has been filtered and tickets with no access have been remember, the "10 newest unowned tickets" only shows a couple of >> tickets. In some cases it can even be empty despite the queue having heaps of tickets. >> > > >> -- >> -- >> Sam Tilders >> sam at jovianprojects.com.au >> (Move to Jupiter) >> > > > Did you find a way to work around this? I'm having the same problem but no one answers when I ask about it. :p > > > -- > Liam MacInnes > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 andy at eva.dp.ua Fri Aug 31 10:37:42 2007 From: andy at eva.dp.ua (Andrew Kornilov) Date: Fri, 31 Aug 2007 17:37:42 +0300 Subject: [rt-users] Anonymous ticket approval; BCC as CC Message-ID: <46D827B6.601@eva.dp.ua> Hi all. We want to enhance RT by these tasks: 1. Allow anonymous ticket approval. In other words, we create ticket, send it to the user. Ticket has some URL in the body, like: https://rt.company.com/approve?hash=TICKETHASH So, when user receive ticket, he click on the URL and ticket become approved. If we use common approval system, any user can see all the tickets, but it's not allowed. 2. We want to send such tickets to the group of users, but each user mustn't see other recipients. If we use BCC, recipient in the MUA looks ugly, like 'undisclosed-recipient' so we want to create something like simple mailing list, when each user from group receive it's own email. Any ideas for these tasks? Thanks. From weser at osp-dd.de Fri Aug 31 11:17:11 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Fri, 31 Aug 2007 17:17:11 +0200 Subject: [rt-users] Problems with Approval In-Reply-To: <46D7F03B.4020907@osp-dd.de> References: <46D7F03B.4020907@osp-dd.de> Message-ID: <46D830F7.4010002@osp-dd.de> I've found out, that "to be approved" tickets will be visible if they are owned by somebody. At least he will see the tickets at the Approval site then. But that's also not like it's supposed to work, is it? Benjamin Weser wrote: > Hi everybody, > > since yesterday I'm struggling with the Approval system of RT. I tried > several systems and solutions from the mailing list and the wiki but I > got nothing to work completely. > > We are using RT in an international developer group in our company for > posting bugfixes etc. I have set up different groups with different > rights. So there are (biz)-people who can only create tickets and tell, > where they saw some errors. Some team leaders will assign the tickets to > developers then. Now I try to set up the approval system to let tickets > be approved by the team leader again (as a final check if everything is > ok) when a developer hits resolved. > > The problem now is that I can't see anything in the menu Approval no > matter what I do. Enabling Queue ___Approval doesn't work. I added the > "ShowTicket"-right to AdminCCs globally (like mentioned at > "ApprovalCreation" in the wiki) in but this also didn't work. Even as > superuser I can't see any tickets in the menu Approval. > > The only possibility to get a ticket approved is to go to the ticket > which was resolved by the developer, choose the created ticket on > "Depends On" and hit resolved on that one. But since the original ticket > has the status "resolved" already it's not to see in the queue anymore > and if I don't create a scrip that sends email to inform people to > approve a ticket nobody will ever know about that and the ticket will > never be reviewed and approved/opened again. > > Please help me, I'm stuck... What am I doing wrong? Or is there maybe a > better solution for my problem? > > Cheers, > Ben > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 chrislist at de-punkt.de Fri Aug 31 04:48:22 2007 From: chrislist at de-punkt.de (Christopher Kunz) Date: Fri, 31 Aug 2007 10:48:22 +0200 Subject: [rt-users] RT stops sending mails to ticket requestors In-Reply-To: References: <46CBF50F.1080306@de-punkt.de> <46CC61E5.3050409@lbl.gov><46CF2524.9050708@de-punkt.de> <46CF2B90.7090102@lbl.gov> <46D1840A.7020806@de-punkt.de> Message-ID: <46D7D5D6.1090108@de-punkt.de> Peer Michael schrieb: > It's seems, that your Autoreply script isn't a global script, but a script, that runs only in a specific queue. > So? Of course it's a local scrip, I need a different autoreply template for each of my queues. Regards, --ck -- http://www.de-punkt.de [ chris at de-punkt.de ] http://www.stormix.de PHP-Anwendungen sind gef?hrdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... b?hmische D?rfer? Dann gleich "PHP-Sicherheit" direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ From fran at cis.uab.edu Fri Aug 31 11:23:38 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Fri, 31 Aug 2007 10:23:38 -0500 Subject: [rt-users] RTFM 2.2RC5 questions/bugs Message-ID: <46D8327A.3000609@cis.uab.edu> I am exploring RTFM for the first time and just installed 2.2RC5 along with RT 3.6.4. Questions/observations: 1. Topics. I see there is something called Topics that is not covered in the documentation. These appear to act like tags and cut across RTFM Classes as a secondary way of classifying RTFM articles. Is this correct? 2. Saving values of custom fields fails first time. I created two custom fields, a Body and a File Attachment. I enable them for an article class called Email, I create a new article in the Email class, I provide a description and summary in the standard fields, and then some text in the custom field Body and I browse to a file for the custom field file attachment, I click Save Changes. The article is created, the standard fields get their values but neither the Body nor the File Attachment contain a value. If I then modify the same article again, and provide the same values, the custom fields then take on the values. So, essentially to create a useful article you have to create it, save changes, modify it, and save changes again. 3. File Attachments. After working around the bug in #2, I can successfully save files to RTFM articles. However, when I include those RTFM articles into an RT ticket, the file does not get attached to the ticket. Only a piece of text that says File Attachment: and the file name (but no link to content of the file) gets inserted into the RT ticket. Is this the expected behavior? What I thought would be neat is that we have a library of PDF Best Practices documents, and to attach each of those to their own RTFM Article for easy inclusion in RT tickets when needed. Plan B is to publish the PDFs on the web somewhere and make RTFM articles with URLs in them that point to the PDFs, but I am wondering how file attachments are supposed to work RTFM -> RT. 4. Duplicate results in searches. When modifying an RT ticket and I search for RTFM Articles to include, in at least one case it consistently returns the same article twice in the list. The article gets included into the ticket the same way no matter which of the results I click. On other searches, this behavior is not seen. I do recognize that I am both an RTFM newbie and that I am using an non-final release, so I expect issues. I just want to know if they are known issues, or if something is wrong with my config. Thanks! -Fran -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 From chrislist at de-punkt.de Fri Aug 31 04:51:48 2007 From: chrislist at de-punkt.de (Christopher Kunz) Date: Fri, 31 Aug 2007 10:51:48 +0200 Subject: [rt-users] RT stops sending mails to ticket requestors In-Reply-To: <46D1840A.7020806@de-punkt.de> References: <46CBF50F.1080306@de-punkt.de> <46CC61E5.3050409@lbl.gov> <46CF2524.9050708@de-punkt.de> <46CF2B90.7090102@lbl.gov> <46D1840A.7020806@de-punkt.de> Message-ID: <46D7D6A4.1030905@de-punkt.de> Hi, I really need a solution to this problem ASAP, our complete ticketing has ground to a halt. How can it happen that only a completely new requestor (not known to RT before) receives the initial autoreply and all correspondence via e-mail, but all known requestors don't receive anything *at all*? Without RT sending responses to requestors, it has no use for our organization at all, I really need this fixed... Thanks, --ck -- http://www.de-punkt.de [ chris at de-punkt.de ] http://www.stormix.de PHP-Anwendungen sind gef?hrdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... b?hmische D?rfer? Dann gleich "PHP-Sicherheit" direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ From chrislist at de-punkt.de Fri Aug 31 11:06:55 2007 From: chrislist at de-punkt.de (Christopher Kunz) Date: Fri, 31 Aug 2007 17:06:55 +0200 Subject: [rt-users] RT stops sending mails to ticket requestors In-Reply-To: <46CF1794.1040601@de-punkt.de> References: <46CF1794.1040601@de-punkt.de> Message-ID: <46D82E8F.2080909@de-punkt.de> Hi, the rt debug log looks like this during one of the "broken" transactions: [Fri Aug 31 14:26:21 2007] [debug]: About to commit scrips for transaction #324709 (/usr/local/rt/lib/RT/Transaction_Overlay.pm:173) [Fri Aug 31 14:26:21 2007] [info]: #59902/324709 - Scrip 7 CorrespondNotify (/usr/local/rt/lib/RT/Action/SendEmail.pm:237) [Fri Aug 31 14:26:21 2007] [info]: No recipients found. Not sending. (/usr/local/rt/lib/RT/Action/SendEmail.pm:249) [Fri Aug 31 14:26:21 2007] [info]: #59902/324709 - Scrip 5 CorrespondNotifyAdminCC (/usr/local/rt/lib/RT/Action/SendEmail.pm:237) [Fri Aug 31 14:26:21 2007] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Re: AW: AW: [Filoo GmbH #59902] testmail (/usr/local/rt/lib/RT/I18N.pm:226) [Fri Aug 31 14:26:21 2007] [debug]: About to think about scrips for transaction #324710 (/usr/local/rt/lib/RT/Transaction_Overlay.pm:160) [Fri Aug 31 14:26:21 2007] [info]: sent To: "AdminCc of Filoo GmbH Ticket #59902":; Bcc: chris at filoo.de, jens at filoo.de, seb at filoo.de (/usr/local/rt/lib/RT/Action/SendEmail.pm:312) [Fri Aug 31 14:26:21 2007] [info]: #59902/324709 - Scrip 6 CorrespondNotifyReq (/usr/local/rt/lib/RT/Action/SendEmail.pm:237) [Fri Aug 31 14:26:21 2007] [info]: No recipients found. Not sending. (/usr/local/rt/lib/RT/Action/SendEmail.pm:249) [Fri Aug 31 14:26:21 2007] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway line 66. (/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:66) The scrip is actually executed, but no recipient is found... how could that happen? --ck From gleduc at mail.sdsu.edu Fri Aug 31 12:24:42 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 31 Aug 2007 09:24:42 -0700 Subject: [rt-users] RT stops sending mails to ticket requestors In-Reply-To: <46D7D6A4.1030905@de-punkt.de> References: <46CBF50F.1080306@de-punkt.de> <46CC61E5.3050409@lbl.gov> <46CF2524.9050708@de-punkt.de> <46CF2B90.7090102@lbl.gov> <46D1840A.7020806@de-punkt.de> <46D7D6A4.1030905@de-punkt.de> Message-ID: <6.2.1.2.2.20070831090350.025db8d8@mail.sdsu.edu> Stick some debugging statements in your scrip and examine the log. my $requestors = $RT::Logger->debug("Scrip 43 Cleanup: Requestor list is: $requestors"); At 01:51 AM 8/31/2007, Christopher Kunz wrote: >Hi, > >I really need a solution to this problem ASAP, our complete ticketing has >ground >to a halt. How can it happen that only a completely new requestor (not >known to >RT before) receives the initial autoreply and all correspondence via >e-mail, but >all known requestors don't receive anything *at all*? > >Without RT sending responses to requestors, it has no use for our organization >at all, I really need this fixed... > >Thanks, > >--ck > >-- >http://www.de-punkt.de [ chris at de-punkt.de ] http://www.stormix.de >PHP-Anwendungen sind gef?hrdet! SQL-Injection, XSS, Session-Angriffe, >CSRF, Commandshells, Response Splitting,... b?hmische D?rfer? Dann gleich >"PHP-Sicherheit" direkt beim Verlag vorbestellen! >http://www.php-sicherheit.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 -- Gene LeDuc, GSEC Security Analyst San Diego State University From fran at cis.uab.edu Fri Aug 31 14:04:45 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Fri, 31 Aug 2007 13:04:45 -0500 Subject: [rt-users] RTFM 2.2RC5 questions/bugs In-Reply-To: <46D8327A.3000609@cis.uab.edu> References: <46D8327A.3000609@cis.uab.edu> Message-ID: <46D8583D.1040701@cis.uab.edu> > 2. Saving values of custom fields fails first time. I created two > custom fields, a Body and a File Attachment. I enable them for an > article class called Email, I create a new article in the Email class, I > provide a description and summary in the standard fields, and then some > text in the custom field Body and I browse to a file for the custom > field file attachment, I click Save Changes. The article is created, > the standard fields get their values but neither the Body nor the File > Attachment contain a value. If I then modify the same article again, > and provide the same values, the custom fields then take on the values. > So, essentially to create a useful article you have to create it, save > changes, modify it, and save changes again. > Ok, looks like this one is fixed as of 2.2RC6 which I just grabbed from the link http://download.bestpractical.com/pub/rt/devel/RTIR_M3/RTFM-2.2.0RC6.tar.gz (in the earlier thread "[rt-users] Not saving custom fields in RTFM upon Article creation"). Progress! -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653
    <%$CustomField->Name%>
    <%$CustomField->FriendlyType%> Index: html/Elements/ShowCustomFields =================================================================== --- html/Elements/ShowCustomFields (revision 8663) +++ html/Elements/ShowCustomFields (working copy) @@ -49,7 +49,9 @@ % while ( my $CustomField = $CustomFields->Next ) { % my $Values = $Object->CustomFieldValues( $CustomField->Id ); % my $count = $Values->Count; -
    <% $CustomField->Name %>: % unless ( $count ) { Index: lib/t/regression/28-rt-interface-web.t =================================================================== --- lib/t/regression/28-rt-interface-web.t (revision 0) +++ lib/t/regression/28-rt-interface-web.t (revision 0) @@ -0,0 +1,24 @@ +#!/usr/bin/perl -w + +use strict; +use Test::More; + +my @tests = (['Pie', 'Pie', 'ASCII'], + ['Square pie', 'Square-pie', 'spaces'], + ['Mmm, pie', 'Mmm-pie', 'comma'], + [' gap', 'gap', 'leading space'], + [' 0a', 'a', 'leading illegal'], + [' a0', 'a0', 'trailing illegal'], + [' 0a:0 ', 'a0-', 'many illegals'], + ["\xA3!", "\xA3", '8 bit characters are fine'], + ["_\x{100}", "\x{100}", 'Unicode characters are fine'], + ); + +plan ( tests => 1 + @tests ); + +use_ok('RT::Interface::Web'); + +foreach ( @tests ) { + my ($in, $expect, $name) = @$_; + is( RT::Interface::Web::SanitizeCSSIdentifier ( $in ), $expect, $name ); +} Index: lib/RT/Interface/Web.pm =================================================================== --- lib/RT/Interface/Web.pm (revision 8663) +++ lib/RT/Interface/Web.pm (working copy) @@ -118,6 +118,48 @@ # }}} +# {{{ SanitizeCSSIdentifier + +=head2 SanitizeCSSIdentifier STRING + +Sanitizes a string to create a valid CSS identifier for a class, by removing +all disallowed characters. (Whitespace, most ASCII symbols, and leading digits) +The assumption is that the STRING is the text description of something, such as +a custom field, and hence will contain sufficient meaningful text to be +distinct from all others. + +=cut + +sub SanitizeCSSIdentifier { + my $name = shift; + + # From http://www.w3.org/TR/REC-CSS2/syndata.html#tokenization + # ident {nmstart}{nmchar}* + # name {nmchar}+ + # nmstart [a-zA-Z]|{nonascii}|{escape} + # nonascii [^\0-\177] + # unicode \\[0-9a-f]{1,6}[ \n\r\t\f]? + # escape {unicode}|\\[ -~\200-\4177777] + # nmchar [a-z0-9-]|{nonascii}|{escape} + + # Whilst it would be legal to escape everything, I suspect that it's better + # to + # 1: convert spaces to - signs + # 2: strip out all the non-nmchar characters + # 3: strip off any leading non-nmstart characters + # and not escape anything else + + $name =~ tr/ /-/; + # As I can't use an unbounded range \200-INF and then tr///c that, I have to + # manually invert - 0-9 A-Z a-z to the ranges below. + $name =~ tr!\0-,.-/:-@[-`{-\177!!d; # Sorry, broken for EBCDIC platforms + $name =~ s/^[-0-9]+//; + + return $name; +} + +# }}} + # {{{ WebCanonicalizeInfo =head2 WebCanonicalizeInfo(); From jesse at bestpractical.com Tue Aug 21 13:06:37 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 21 Aug 2007 13:06:37 -0400 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: <20070821165426.GZ19683@plum.flirble.org> References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> <20070813163650.GU19683@plum.flirble.org> <20070813165522.GA492@bestpractical.com> <20070814112213.GW19683@plum.flirble.org> <20070815174905.GD19683@plum.flirble.org> <20070816133138.GG19683@plum.flirble.org> <20070821165426.GZ19683@plum.flirble.org> Message-ID: <62BD6A86-F6DE-4FA5-BD61-64708D109126@bestpractical.com> On Aug 21, 2007, at 12:54 PM, Nicholas Clark wrote: > On Fri, Aug 17, 2007 at 09:49:52AM +0200, Espen Wiborg wrote: >> Nicholas Clark writes: > >>> Mmm. Are they serious that upper case ASCII is only allowed in >>> nmstart and >>> not nmchar? >> >> I should think not. :) >> >> And, indeed, http://www.w3.org/TR/REC-CSS2/grammar.html section D.2 >> includes the crucial '%option case-insensitive'. IIUC, CSS doesn't >> really care about case, except in quoted strings. > > Thanks. > > I've attached a suggested implementation, as a diff from 3.6-RELEASE > > Nicholas Clark_______________________________________________ > Since you can have multiple CSS classes for any one item, I'd think it would make more sense to do customfield edit foo rather than customfield-edit-foo That way you could more easily theme all custom field values or all custom field values of a certain name, regardless of whether they're edit or display. Does that seem sane? -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From sebsua at gmail.com Tue Aug 21 14:30:22 2007 From: sebsua at gmail.com (sebsua at gmail.com) Date: Tue, 21 Aug 2007 15:30:22 -0300 Subject: [rt-users] New Queue Issue Message-ID: Hi List, Trying to create a new Queue by the name of "Support Internal", additional to our main "Support" one. Our Fetchmailrc looks like: ---------- poll 192.168.100.1 with proto POP3: user support there with password **** mda "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://192.168.100.2/ --queue Support --action correspond" user support-internal there with password ***** mda "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://192.168.100.2/ --queue Support Internal --action correspond" ---------- Issue: When sending emails to support-internal at company.com they are created on the "Support" queue instead of "Support Internal" i tryed adding a "Test" queue and Tickets are created as per Queues just fine, but not with this one. Ideas? From barnesaw at ucrwcu.rwc.uc.edu Tue Aug 21 14:41:48 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 21 Aug 2007 14:41:48 -0400 Subject: [rt-users] New Queue Issue In-Reply-To: References: Message-ID: <46CB31EC.8080705@ucrwcu.rwc.uc.edu> I suspect it's the space in the queue name. Try Support-Internal as the queue name perhaps? sebsua at gmail.com wrote: > Hi List, > > Trying to create a new Queue by the name of "Support Internal", > additional to our main "Support" one. > > Our Fetchmailrc looks like: > ---------- > poll 192.168.100.1 with proto POP3: > user support there with password **** mda "/usr/bin/perl > /opt/rt3/bin/rt-mailgate --url http://192.168.100.2/ --queue Support > --action correspond" > > user support-internal there with password ***** mda "/usr/bin/perl > /opt/rt3/bin/rt-mailgate --url http://192.168.100.2/ --queue Support > Internal --action correspond" > ---------- > > > Issue: When sending emails to support-internal at company.com they are > created on the "Support" queue instead of "Support Internal" > > i tryed adding a "Test" queue and Tickets are created as per Queues > just fine, but not with this one. > > Ideas? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From rlong at bluegecko.net Tue Aug 21 14:51:14 2007 From: rlong at bluegecko.net (Robert Long) Date: Tue, 21 Aug 2007 11:51:14 -0700 Subject: [rt-users] New Queue Issue In-Reply-To: <46CB31EC.8080705@ucrwcu.rwc.uc.edu> References: <46CB31EC.8080705@ucrwcu.rwc.uc.edu> Message-ID: <46CB3422.6030508@bluegecko.net> Drew Barnes wrote: > I suspect it's the space in the queue name. Try Support-Internal as the > queue name perhaps? > > > Or adding single quotes around the queue name in the fetchmail config will probably do the trick: user support-internal there with password ***** mda "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://192.168.100.2/ --queue 'Support Internal' --action correspond" Un-quoted whitespace is considered a field separator, so you were telling mailgate to use the queue 'Support' and passing 'Internal' as another option. .r' From matt at atopia.net Tue Aug 21 17:01:19 2007 From: matt at atopia.net (Matt Juszczak) Date: Tue, 21 Aug 2007 17:01:19 -0400 (EDT) Subject: [rt-users] RT Transactions Failing with mod_php5 installed Message-ID: <20070821165119.X51553@mercury.atopia.net> Hi all, I've been setting up RT all day, and I've got it mostly functioning properly. I installed all perl modules, installed mod_perl, configured rt to work, and it does.... except... When I try to create a new queue, I get the following error: "error: Transactions not supported by database at /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/DBI.pm line 1665." Research on this indicated that I needed to reinstall DBD::mysql. This did not help. What DID help; however, was disabling mod_php5. If i comment the loadmodule for mod_php5 out of the httpd.conf file (and hence, causes php scripts to stop functioning), then RT functions fine and I can create queues. Does anyone know why this may be the case? I'd consider the option of conflicting mysql client libraries... More information from the error is below: context: ... 1661: sub begin_work { 1662: my $dbh = shift; 1663: return $dbh->set_err(1, "Already in a transaction") 1664: unless $dbh->FETCH('AutoCommit'); 1665: $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it 1666: $dbh->STORE('BegunWork', 1); # trigger post commit/rollback action 1667: return 1; 1668: } 1669: ... code stack: /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/DBI.pm:1665 /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm:720 /opt/rt3/lib/RT/Queue_Overlay.pm:371 /opt/rt3/share/html/Admin/Queues/Modify.html:130 /opt/rt3/share/html/Admin/autohandler:49 /opt/rt3/share/html/autohandler:291 From twilson at buffalo.k12.mn.us Tue Aug 21 17:26:21 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Tue, 21 Aug 2007 16:26:21 -0500 Subject: [rt-users] Need LDAP scrip help: using a switch statement In-Reply-To: <806cdffb0708210907h4fc4912em8e3e56c4432a985e@mail.gmail.com> References: <46C9ECC7.F8B4.0061.0@buffalo.k12.mn.us> <806cdffb0708210907h4fc4912em8e3e56c4432a985e@mail.gmail.com> Message-ID: <46CB122C.F8B4.0061.0@buffalo.k12.mn.us> >>> On Tue, Aug 21, 2007 at 11:07 AM, in message <806cdffb0708210907h4fc4912em8e3e56c4432a985e at mail.gmail.com>, "David Narayan" wrote: > On 8/20/07, Tim Wilson wrote: >> I'm trying to adapt the "set custom field with LDAP query" scrip example >> from the RT book, and I'm stuck. I'm hoping someone has a suggestion. The >> main problem, I'm afraid, is a lack of perl experience. > Instead of using switch, try using a hash lookup. For example: > > my $ou = $entry- >get_value('ou'); > > my %building_for = ( > 'DISTRICT SERVICES' => 'DO', > 'HIGH SCHOOL' => 'HS', > 'JEFFERSON' => 'JES', > _DEFAULT_ => 'DO', > ); > > # Lookup building. If there was no LDAP entry, use the default > my $building = $building_for{$ou} || $building_for{_DEFAULT_}; David, Thanks for the suggestion. That approach seems very straightforward. Unfortunately, RT logs the following when the scrip is executed: Aug 21 16:08:35 support RT: About to think about scrips for transaction #7940 Aug 21 16:08:36 support RT: Scrip 31 Commit failed: Can't call method "get_value" on an undefined value at (eval 1139) line 11. Stack: [(eval 1139):11] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:240] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:505] [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:193] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:179] [/usr/local/rt3/lib/RT/Record.pm:1444] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:744] [/usr/local/rt3/lib/RT/Interface/Email.pm:719] [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] (/usr/local/rt3/lib/RT/Action/UserDefined.pm:81) Here's what I have my custom action cleanup code set to now (anonymized): my $mail = ($self->TicketObj->RequestorAddresses)[0]; my $ldap = Net::LDAP->new( 'my.ldap.server' ); $ldap->bind; # Do the LDAP search. Note: Our eDirectory server uses "mail" for the # user's email address. my $msg = $ldap->search( base => 'o=myOrg', filter => '(mail=$mail)', ); my $entry = $msg->entry(0); my $ou = $entry->get_value('ou'); # Fix up the CF values based on LDAP results my %building_for = ( 'DISTRICT SERVICES' => 'DO', 'HIGH SCHOOL' => 'HS', 'JEFFERSON' => 'JES', '_DEFAULT_' => 'DO', ); my $building = $building_for{$ou} || $building_for{_DEFAULT_}; my $cf = RT::CustomField->new( $RT::SystemUser ); $cf->LoadByName( Name => 'Building' ); $self->TicketObj->AddCustomFieldValue( Field => $cf, Value => $building ); return 1; It looks like the LDAP search is failing. I get this in my eDirectory logs: (10.1.10.224:59620) (0x002b:0x63) Search request: base: "o=myOrg" scope: 2 dereference:2 sizelimit:0 timelimit:0 attrsonly:0 filter: "(mail=$mail)" no attributes So it appears that the contents of the $mail variable is not getting put into that LDAP search. If I hardcode the filter in the scrip with my email address then it works perfectly. The LDAP is retrieved, and the custom field gets set properly. I took most of this code right from the RT book, and I don't understand why $mail isn't getting sent in the LDAP search. So I tried one more thing. I changed to the code to the following, creating the $filter variable in whole before passing it to the LDAP search: my $filter = "(mail=$mail)"; my $msg = $ldap->search( base => 'o=myOrg', filter => $filter, ); This worked! Now... why? -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From rnbrady at gmail.com Tue Aug 21 17:47:06 2007 From: rnbrady at gmail.com (Richard Brady) Date: Tue, 21 Aug 2007 22:47:06 +0100 Subject: [rt-users] Mailing list In-Reply-To: <46CB1634.7050209@yahoo.com> References: <4d6de31b0708210940x2689cacbk1bbed75ede1c620d@mail.gmail.com> <46CB1634.7050209@yahoo.com> Message-ID: <4d6de31b0708211447p5454bd5wdb6a9f2ac5c3213@mail.gmail.com> Good answer! On 8/21/07, Mathew Snyder wrote: > If you simply use the reply-all option it will go back to both the originator as > well as the list. From joby at u.washington.edu Tue Aug 21 18:23:25 2007 From: joby at u.washington.edu (Joby Walker) Date: Tue, 21 Aug 2007 15:23:25 -0700 Subject: [rt-users] Input from any other University or similar Message-ID: <46CB65DD.30102@u.washington.edu> All, I've been running RT in production for almost 2 years in a fairly large implementation for just the University of Washington's Computing and Communications (central IT infrastructure). We're just about to 220K tickets, after a fairly slow roll out. Last week we had more than 2700 new tickets -- and that is during Summer our slowest period. But now we're in the process of investigating offering RT as a service to the rest of the campus, which would involve supporting several similarly sized departments, and many smaller departments. I am curious if there is anyone else on the list that is currently doing something similar. With our current experience with our implementation, we have been considering some sort of Federated solution -- entirely separate instances of RT that know about each other and that can communicate effectively (transfer/link tickets). Any input or experience would be useful. Thanks, -- Joby Walker C&C SSG, University of Washington From twilson at buffalo.k12.mn.us Tue Aug 21 23:04:35 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Tue, 21 Aug 2007 22:04:35 -0500 Subject: [rt-users] Seeking notification method advice Message-ID: <46CB61730200006100010D85@staffmail.buffalo.k12.mn.us> Hi everyone, Our RT system is used throughout our school district which includes eight different schools. Each school has its own technician who handles the vast majority of tech support requests at that school. All of our RT tickets feed into a central queue called "Incidents," a design decision that allows our techs to help one another by dipping into the Incidents queue to grab tickets when they have time. I just finished a scrip action that sets a custom field for each ticket in the Incidents queue based on the result of an LDAP query. For example, if a teacher from our high school submits a ticket, a ticket custom field called "Building" gets set to "BHS". Now here's the issue: I'd like to notify the technician at a particular school when someone from that school submits a ticket. I don't want to set the tech as the ticket owner because it's possible that another tech will actually grab it. And I don't want to overwhelm all the techs by notifying them of every incoming ticket. What's the best approach? Would it help to create a user custom field and set that to the building too? Could I use the SendEmailAction for this and create a version of the template for each of the techs? http://wiki.bestpractical.com/view/SendEmailAction I'd love to hear what some of you think. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From aaron at thunderbirdbroadband.net Wed Aug 22 00:40:59 2007 From: aaron at thunderbirdbroadband.net (aaron at thunderbirdbroadband.net) Date: Tue, 21 Aug 2007 21:40:59 -0700 Subject: [rt-users] Customer Management with RT? Message-ID: Hello, I run an ISP and would like to use RT to manage customer information as well as track their support issues. I added custom fields to Users so as to be able to include IP addresses and other standard customer info. I plan to create a non privileged user for each customer. Is there a way to attach a ticket to a user without making them an owner? More importantly, is there a way to attach a ticket to a user and not have them get an email regarding it? I would like to be able to track incidents, updates and notes as tickets associated with a user (Customer) without spamming them every time we do some internal updates. I also need to be able to search by a user/customer and view their tickets. Is there a good way to do this? Thanks for any help. -Aaron No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: 8/20/2007 5:44 PM -------------- next part -------------- An HTML attachment was scrubbed... URL: From asallade at gmail.com Wed Aug 22 00:41:37 2007 From: asallade at gmail.com (asallade at gmail.com) Date: Tue, 21 Aug 2007 21:41:37 -0700 Subject: [rt-users] Customer Management with RT? Message-ID: Hello, I run an ISP and would like to use RT to manage customer information as well as track their support issues. I added custom fields to Users so as to be able to include IP addresses and other standard customer info. I plan to create a non privileged user for each customer. Is there a way to attach a ticket to a user without making them an owner? More importantly, is there a way to attach a ticket to a user and not have them get an email regarding it? I would like to be able to track incidents, updates and notes as tickets associated with a user (Customer) without spamming them every time we do some internal updates. I also need to be able to search by a user/customer and view their tickets. Is there a good way to do this? Thanks for any help. -Aaron No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: 8/20/2007 5:44 PM -------------- next part -------------- An HTML attachment was scrubbed... URL: From aaron at thunderbirdbroadband.net Wed Aug 22 00:48:13 2007 From: aaron at thunderbirdbroadband.net (aaron at thunderbirdbroadband.net) Date: Tue, 21 Aug 2007 21:48:13 -0700 Subject: [rt-users] Sorry for spam, having an mx cache problem, it's fixed now Message-ID: <7vnvttrzu3rca7s.210820072147@thunderbirdbroadband.net> Sorry to everybody for the multiples. I had a bad dns mx cache issue that was stopping delivery, so I registered with a new account and went to delete my pending outbox, but they had finally sent after 10 tries. End result ? 3 posts to the list. Deepest apologies, Aaron No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: 8/20/2007 5:44 PM -------------- next part -------------- An HTML attachment was scrubbed... URL: From asallade at gmail.com Wed Aug 22 00:45:09 2007 From: asallade at gmail.com (Aaron Sallade) Date: Tue, 21 Aug 2007 21:45:09 -0700 Subject: [rt-users] Customer Management with Rt? Message-ID: <46cbbf19.1f588c0a.26d4.ffff8ad3@mx.google.com> Hello, I run an ISP and would like to use RT to manage customer information as well as track their support issues. I added custom fields to Users so as to be able to include IP addresses and other standard customer info. I plan to create a non privileged user for each customer. Is there a way to attach a ticket to a user without making them an owner? More importantly, is there a way to attach a ticket to a user and not have them get an email regarding it? I would like to be able to track incidents, updates and notes as tickets associated with a user (Customer) without spamming them every time we do some internal updates. I also need to be able to search by a user/customer and view their tickets. Is there a good way to do this? Thanks for any help. -Aaron No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: 8/20/2007 5:44 PM -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Tue Aug 21 22:53:29 2007 From: joby at u.washington.edu (joby) Date: Tue, 21 Aug 2007 19:53:29 -0700 Subject: [rt-users] Input from any other University or similar In-Reply-To: <200708220146.l7M1kpU3002956@remora.cc.uic.edu> References: <200708220146.l7M1kpU3002956@remora.cc.uic.edu> Message-ID: <46CBA529.4010908@u.washington.edu> Bob Goldstein wrote: >> With our current experience with our implementation, we have been >> considering some sort of Federated solution -- entirely separate >> instances of RT that know about each other and that can communicate >> effectively (transfer/link tickets). > > Not sure what "entirely separate" means, if you can transfer tickets. Yeah that was a bit unclear. We are considering an extension which would allow you to "transfer" a ticket to an other instance (separate database, etc) of RT. > We do set up entirely separate instances (same core codebase, but > separate databases, separate config files, separate customized code > (of which there is little) for departments. But they are truly > separate, no transfer of tickets. I tell people I don't > want to set up multiple instances in a single department, in part > because they probably do want to transfer tickets, even if they > don't know it yet. Do you charge departments for the service? How are you hosting the various instances? We've considered dedicated servers, dedicated VMs, or a cluster of that services multiple vhosts. jbw From bobg at uic.edu Tue Aug 21 21:46:51 2007 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 21 Aug 2007 20:46:51 -0500 Subject: [rt-users] Input from any other University or similar In-Reply-To: Your message of "Tue, 21 Aug 2007 15:23:25 PDT." <46CB65DD.30102@u.washington.edu> Message-ID: <200708220146.l7M1kpU3002956@remora.cc.uic.edu> >All, > >I've been running RT in production for almost 2 years in a fairly large >implementation for just the University of Washington's Computing and >Communications (central IT infrastructure). We're just about to 220K >tickets, after a fairly slow roll out. Last week we had more than 2700 >new tickets -- and that is during Summer our slowest period. > >But now we're in the process of investigating offering RT as a service >to the rest of the campus, which would involve supporting several >similarly sized departments, and many smaller departments. > >I am curious if there is anyone else on the list that is currently doing >something similar. Yes. > >With our current experience with our implementation, we have been >considering some sort of Federated solution -- entirely separate >instances of RT that know about each other and that can communicate >effectively (transfer/link tickets). Not sure what "entirely separate" means, if you can transfer tickets. We do set up entirely separate instances (same core codebase, but separate databases, separate config files, separate customized code (of which there is little) for departments. But they are truly separate, no transfer of tickets. I tell people I don't want to set up multiple instances in a single department, in part because they probably do want to transfer tickets, even if they don't know it yet. bobg > >Any input or experience would be useful. Thanks, > >-- > >Joby Walker >C&C SSG, University of Washington >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: 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 espenhw at ovitas.no Wed Aug 22 03:59:35 2007 From: espenhw at ovitas.no (Espen Wiborg) Date: Wed, 22 Aug 2007 09:59:35 +0200 Subject: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: <62BD6A86-F6DE-4FA5-BD61-64708D109126@bestpractical.com> (Jesse Vincent's message of "Tue, 21 Aug 2007 13:06:37 -0400") References: <20070813140510.GS19683@plum.flirble.org> <91DDF7CC-F166-4354-B6C3-DE3F3FCEF6A8@bestpractical.com> <20070813163650.GU19683@plum.flirble.org> <20070813165522.GA492@bestpractical.com> <20070814112213.GW19683@plum.flirble.org> <20070815174905.GD19683@plum.flirble.org> <20070816133138.GG19683@plum.flirble.org> <20070821165426.GZ19683@plum.flirble.org> <62BD6A86-F6DE-4FA5-BD61-64708D109126@bestpractical.com> Message-ID: Jesse Vincent writes: > On Aug 21, 2007, at 12:54 PM, Nicholas Clark wrote: >> I've attached a suggested implementation, as a diff from 3.6-RELEASE >> > Since you can have multiple CSS classes for any one item, I'd think it > would make more sense to do > > customfield edit foo > > rather than customfield-edit-foo > > That way you could more easily theme all custom field values or all > custom field values of a certain name, regardless of whether they're > edit or display. > > Does that seem sane? That gets my vote. -- Espen Wiborg Mathematicians are like Frenchmen: whatever you say to them they translate into their own language and forthwith it is something entirely different. -- Johann Wolfgang von Goethe From jordanov at brg.bg Wed Aug 22 03:29:09 2007 From: jordanov at brg.bg (Boris Jordanov) Date: Wed, 22 Aug 2007 10:29:09 +0300 Subject: [rt-users] Mailing list In-Reply-To: <4d6de31b0708211447p5454bd5wdb6a9f2ac5c3213@mail.gmail.com> References: <4d6de31b0708210940x2689cacbk1bbed75ede1c620d@mail.gmail.com> <46CB1634.7050209@yahoo.com> <4d6de31b0708211447p5454bd5wdb6a9f2ac5c3213@mail.gmail.com> Message-ID: <46CBE5C5.1020501@brg.bg> Richard Brady wrote: > Good answer! > And still a good question. From m-liebman at northwestern.edu Wed Aug 22 08:39:49 2007 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 22 Aug 2007 08:39:49 -0400 Subject: [rt-users] Mailing list In-Reply-To: <46CBE5C5.1020501@brg.bg> References: <4d6de31b0708210940x2689cacbk1bbed75ede1c620d@mail.gmail.com> <46CB1634.7050209@yahoo.com> <4d6de31b0708211447p5454bd5wdb6a9f2ac5c3213@mail.gmail.com> <46CBE5C5.1020501@brg.bg> Message-ID: On 8/22/07, Boris Jordanov wrote: > > Richard Brady wrote: > > Good answer! > > > And still a good question. > This has been rehashed numerous times on this list. http://www.unicom.com/pw/reply-to-harmful.html 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" -------------- next part -------------- An HTML attachment was scrubbed... URL: From Tamer.Tayea at paybytouch.com Wed Aug 22 09:20:03 2007 From: Tamer.Tayea at paybytouch.com (Tamer Tayea) Date: Wed, 22 Aug 2007 09:20:03 -0400 Subject: [rt-users] Fresh Installation References: <4d6de31b0708210940x2689cacbk1bbed75ede1c620d@mail.gmail.com><46CB1634.7050209@yahoo.com><4d6de31b0708211447p5454bd5wdb6a9f2ac5c3213@mail.gmail.com><46CBE5C5.1020501@brg.bg> Message-ID: Hi , I am trying to build a new RT box.. I thinking about using installing RT 3.6.4 on RedHat Linux AS or ES 4 Update 5 with MySql 5.0 .. Any issues I may run into if I use this combination.. Thanks Tamer -------------- next part -------------- An HTML attachment was scrubbed... URL: From bobg at uic.edu Wed Aug 22 10:03:37 2007 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 22 Aug 2007 09:03:37 -0500 Subject: [rt-users] Input from any other University or similar In-Reply-To: Your message of "Tue, 21 Aug 2007 19:53:29 PDT." <46CBA529.4010908@u.washington.edu> Message-ID: <200708221403.l7ME3beV023787@remora.cc.uic.edu> >Bob Goldstein wrote: >>> With our current experience with our implementation, we have been >>> considering some sort of Federated solution -- entirely separate >>> instances of RT that know about each other and that can communicate >>> effectively (transfer/link tickets). >> >> Not sure what "entirely separate" means, if you can transfer tickets. > >Yeah that was a bit unclear. We are considering an extension which >would allow you to "transfer" a ticket to an other instance (separate >database, etc) of RT. I might be interested in that extension. I had crafted a one-way extension, so that tickets from a Clarify system could be transferred to RT. Basically, Clarify would send email with a special format, and RT would parse that email and create a new ticket, tracking the Clarify ID in a custom field. (So any future appends to the Clarify ticket could be sent to RT and appended to the proper RT ticket.) However, this was one-way. Clarify never received any updates when the RT ticket was modified, and there was no back-transfer mode. Depends on your need, of course, but an easy course would just be to create an RT ticket, and have it contain a web link to a ticket in the other RT instance. In my case, though, we rarely need this, so I've ignored it. > >> We do set up entirely separate instances (same core codebase, but >> separate databases, separate config files, separate customized code >> (of which there is little) for departments. But they are truly >> separate, no transfer of tickets. I tell people I don't >> want to set up multiple instances in a single department, in part >> because they probably do want to transfer tickets, even if they >> don't know it yet. > >Do you charge departments for the service? No. But we do minimal support. It works for us because RT pretty much works as needed, and consultants don't really need much training to use it. And the way I have the core code shared, any mods I make to my own instance can be shared across all instances (on the vendor branch) or not (on the user branch), so there hasn't really been any call for customizations that I didn't want for myself as well. BTW, I did propose that the rest of the university replace Clarify with RT, and that I'd be willing to do that for a fee. The people involved really like preminum service, formal SLAs, etc, which is ok but beyond my "free" resources. But so far I don't think they are interested. > >How are you hosting the various instances? We've considered dedicated >servers, dedicated VMs, or a cluster of that services multiple vhosts. At the moment, I have two boxes, one for apache and one for mysql. But it was set up initially so that I could have multiple web servers (via DNS rotation, or other load balancer), or could put the db for each instance on a separate mysql box. I can't imagine a single instance so large that would overwhelm a single mysql server (at least before we move to mysql 5.x clusters) so we're prepared. bobg > >jbw > From theillien at yahoo.com Wed Aug 22 11:13:39 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 22 Aug 2007 11:13:39 -0400 Subject: [rt-users] RTx::RightsMatrix not working Message-ID: <46CC52A3.3080104@yahoo.com> I've attempted to install this to our development server. Testing failed because my database isn't called rt3regression (a person should be able to set this to whatever name he or she has for a devel database). I followed the simple and few steps in the README: RTHOME=/usr/local/rt3 perl Makefile.PL Using RT configurations from /usr/local/rt3/lib/RT.pm: ./html => /usr/local/rt3/share/html ./lib => /usr/local/rt3/local/lib Open input '/root/RTx-RightsMatrix-0.03.00/t/utils.pl' file for substitution Open output '/root/RTx-RightsMatrix-0.03.00/t/utils.pl' file for substitution Checking if your kit is complete... Looks good Writing Makefile for RTx::RightsMatrix make cp lib/RTx/RightsMatrix/RolePrincipal.pm blib/lib/RTx/RightsMatrix/RolePrincipal.pm cp lib/RTx/RightsMatrix/Util.pm blib/lib/RTx/RightsMatrix/Util.pm cp lib/RTx/RightsMatrix.pm blib/lib/RTx/RightsMatrix.pm Manifying blib/man3/RTx::RightsMatrix::Util.3pm Manifying blib/man3/RTx::RightsMatrix::RolePrincipal.3pm Manifying blib/man3/RTx::RightsMatrix.3pm make install Writing /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi/auto/RTx/RightsMatrix/.packlist Appending installation info to /usr/lib/perl5/5.8.8/i386-linux-thread-multi/perllocal.pod I've restarted httpd and verified that the mason cache is clear despite using the Development mode on this server. I've logged out and logged back in but, I'm not seeing the tool under Configuration->Tools. Nor under the toplevel Tools menu. Anyone know what I might be missing? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From gleduc at mail.sdsu.edu Wed Aug 22 11:33:48 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 22 Aug 2007 08:33:48 -0700 Subject: [rt-users] Seeking notification method advice In-Reply-To: <46CB61730200006100010D85@staffmail.buffalo.k12.mn.us> References: <46CB61730200006100010D85@staffmail.buffalo.k12.mn.us> Message-ID: <6.2.1.2.2.20070822082810.02570978@mail.sdsu.edu> Hi Tim, The number of schools is small enough that I'd do it this way: 1. Create a group with the same name as each school (BHS in this case). The members of the group are the respective techs. This lets you scale to multiple techs at a single location or have a single tech cover multiple locations. 2. When you get the info from your LDAP query (BHS), use it to get the e-mail address of each member of the BHS group, then send your notification to the resulting e-mail list. 3. As techs come and go, just update the group membership. Have fun! Gene At 08:04 PM 8/21/2007, Tim Wilson wrote: >Hi everyone, > >Our RT system is used throughout our school district which includes eight >different schools. Each school has its own technician who handles the vast >majority of tech support requests at that school. All of our RT tickets >feed into a central queue called "Incidents," a design decision that >allows our techs to help one another by dipping into the Incidents queue >to grab tickets when they have time. > >I just finished a scrip action that sets a custom field for each ticket in >the Incidents queue based on the result of an LDAP query. For example, if >a teacher from our high school submits a ticket, a ticket custom field >called "Building" gets set to "BHS". > >Now here's the issue: I'd like to notify the technician at a particular >school when someone from that school submits a ticket. I don't want to set >the tech as the ticket owner because it's possible that another tech will >actually grab it. And I don't want to overwhelm all the techs by notifying >them of every incoming ticket. > >What's the best approach? > >Would it help to create a user custom field and set that to the building too? > >Could I use the SendEmailAction for this and create a version of the >template for each of the techs? >http://wiki.bestpractical.com/view/SendEmailAction > >I'd love to hear what some of you think. > >-Tim > >-- >Tim Wilson, Director of Technology >Buffalo-Hanover-Montrose Schools >214 1st Ave NE Buffalo, MN 55313 >ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us > > > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: 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 chrislist at de-punkt.de Wed Aug 22 04:34:23 2007 From: chrislist at de-punkt.de (Christopher Kunz) Date: Wed, 22 Aug 2007 10:34:23 +0200 Subject: [rt-users] RT stops sending mails to ticket requestors Message-ID: <46CBF50F.1080306@de-punkt.de> Hi, we have been running RT for several years now with great results (around 60K tickets so far). However, our RT installation recently started to display a weird behavior: If a new requestor (has never before opened a ticket with their mail address, thus unknown to RT) starts a new ticket, they get the usual auto-reply and the ticket is forwarded to the watchers. If one of them answers via e-mail, the reply is sent to the other watchers and shows in the web-based ticket view, but it is not sent to the requestor. If one of the watchers answers via the web-based ticket view, the answer is forwarded to the other watchers AND the requestor. For each additional ticket that the (then no longer unknown) requestor opens with our RT, they do not even receive the auto-reply that is supposed to be sent. They also don't receive any replies sent via e-mail. I looked into the mail server logs and it can't be a transport problem since the mails aren't even queued - RT just doesn't send them. There are no recent changes on either RT, the local Perl version or OS that coincide with this odd behavior. Any pointers? Regards, --ck -- http://www.de-punkt.de [ chris at de-punkt.de ] http://www.stormix.de PHP-Anwendungen sind gef?hrdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... b?hmische D?rfer? Dann gleich "PHP-Sicherheit" direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ From KFCrocker at lbl.gov Wed Aug 22 12:16:01 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 22 Aug 2007 09:16:01 -0700 Subject: [rt-users] Customer Management with RT? In-Reply-To: References: Message-ID: <46CC6141.3@lbl.gov> Aaron, Why not just let the customer/user be the requestor and remove any notification privileges and/or modify any notification scrips to not send to the requestor accordingly? That way, they know nothing unless you send them direct E_mail and you have a requestoer that can be used for any kind of query. Hope this helps. Kenn LBNL aaron at thunderbirdbroadband.net wrote: > Hello, > > I run an ISP and would like to use RT to manage customer information as > well as track their support issues. > > > > I added custom fields to Users so as to be able to include IP addresses > and other standard customer info. > > > > I plan to create a non privileged user for each customer. > > > > Is there a way to attach a ticket to a user without making them an > owner? More importantly, is there a way to attach a ticket to a user and > not have them get an email regarding it? > > > > I would like to be able to track incidents, updates and notes as tickets > associated with a user (Customer) without spamming them every time we do > some internal updates. > > > > I also need to be able to search by a user/customer and view their tickets. > > > > Is there a good way to do this? > > > > Thanks for any help. > > > > -Aaron > > > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: > 8/20/2007 5:44 PM > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Wed Aug 22 12:18:45 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 22 Aug 2007 09:18:45 -0700 Subject: [rt-users] RT stops sending mails to ticket requestors In-Reply-To: <46CBF50F.1080306@de-punkt.de> References: <46CBF50F.1080306@de-punkt.de> Message-ID: <46CC61E5.3050409@lbl.gov> Christopher, What kind of privileges have you set up both globally and by Queue for the role Requestor. Also, you may have some privileges for system groups or user-defined groups that overlap the requestor so that even if the actual user does not have a particular privilege as a requestor, they may have it as part of the other groups. Hope this helps. Kenn LBNL Christopher Kunz wrote: > Hi, > > we have been running RT for several years now with great results (around 60K > tickets so far). However, our RT installation recently started to display a > weird behavior: > > If a new requestor (has never before opened a ticket with their mail address, > thus unknown to RT) starts a new ticket, they get the usual auto-reply and the > ticket is forwarded to the watchers. > If one of them answers via e-mail, the reply is sent to the other watchers and > shows in the web-based ticket view, but it is not sent to the requestor. > If one of the watchers answers via the web-based ticket view, the answer is > forwarded to the other watchers AND the requestor. > For each additional ticket that the (then no longer unknown) requestor opens > with our RT, they do not even receive the auto-reply that is supposed to be > sent. They also don't receive any replies sent via e-mail. > > I looked into the mail server logs and it can't be a transport problem since the > mails aren't even queued - RT just doesn't send them. There are no recent > changes on either RT, the local Perl version or OS that coincide with this odd > behavior. > > Any pointers? > > Regards, > > --ck From nick at ccl4.org Wed Aug 22 14:16:45 2007 From: nick at ccl4.org (Nicholas Clark) Date: Wed, 22 Aug 2007 19:16:45 +0100 Subject: [rt-users] TicketSQL to search for groups in Cc Message-ID: <20070822181645.GF19683@plum.flirble.org> We've got (named) groups in the ticket's Cc: field. Is there an easy way to create a TicketSQL query from the query builder that does "Cc" is "group's name" ? One of the dropdowns starts "RequestorEmailAddress" and lists things for that, then Cc, Admin Cc, Watcher and Owner. However, all the things checked for are for Users, not Groups. So I can't see an obvious way to craft a query to look for a particular group in the Cc list. Is there a way to do this from the frontend? Nicholas Clark From rainer at ultra-secure.de Wed Aug 22 15:05:04 2007 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 22 Aug 2007 21:05:04 +0200 Subject: [rt-users] Fresh Installation In-Reply-To: References: <4d6de31b0708210940x2689cacbk1bbed75ede1c620d@mail.gmail.com><46CB1634.7050209@yahoo.com><4d6de31b0708211447p5454bd5wdb6a9f2ac5c3213@mail.gmail.com><46CBE5C5.1020501@brg.bg> Message-ID: <6817A779-BDC8-4C73-9678-1A3C87BE660A@ultra-secure.de> Am 22.08.2007 um 15:20 schrieb Tamer Tayea: > Hi , > > > > I am trying to build a new RT box.. I thinking about using > installing RT 3.6.4 on RedHat Linux AS or ES 4 Update 5 with > MySql 5.0 .. > > > > Any issues I may run into if I use this combination.. > > > I don't think RHEL4 comes with all the PERL modules needed to satisfy all the dependencies. Thus, you will have to install the missing ones via CPAN. In the past, updates delivered by RedHat had the potential to hose these CPAN-installed bits. In fairness, I don't think this is the case anymore. But as the wiki mentions, if you know a bit of FreeBSD, it's by far the best platform to run RT on, and also the easiest to get it running in the first place. Are there any specific reasons why you would go with RHEL4? I'd consider RHEL5 or CentOS5 (if FreeBSD is no-go), because they come with MySQL5.0 by default anyway. Or skip MySQL all together and go for PostgreSQL right away. cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE rainer at ultra-secure.de From chaim.rieger at up-south.com Wed Aug 22 15:19:54 2007 From: chaim.rieger at up-south.com (Chaim Rieger) Date: Wed, 22 Aug 2007 12:19:54 -0700 Subject: [rt-users] Fresh Installation In-Reply-To: <6817A779-BDC8-4C73-9678-1A3C87BE660A@ultra-secure.de> References: <4d6de31b0708210940x2689cacbk1bbed75ede1c620d@mail.gmail.com><46CB1634.7050209@yahoo.com><4d6de31b0708211447p5454bd5wdb6a9f2ac5c3213@mail.gmail.com><46CBE5C5.1020501@brg.bg> <6817A779-BDC8-4C73-9678-1A3C87BE660A@ultra-secure.de> Message-ID: <46CC8C5A.2020307@up-south.com> Rainer Duffner wrote: > > Am 22.08.2007 um 15:20 schrieb Tamer Tayea: > >> Hi , >> >> >> >> I am trying to build a new RT box.. I thinking about using installing >> RT 3.6.4 on RedHat Linux AS or ES 4 Update 5 with MySql 5.0 .. >> >> >> >> Any issues I may run into if I use this combination.. >> >> >> > rt works great for me. uname -a Linux xxx.xxx.xxx 2.6.9-55.ELsmp #1 SMP Fri Apr 20 16:36:54 EDT 2007 x86_64 x86_64 x86_64 GNU/Linux [root at mon1 dumps]# cat /etc/redhat-release Red Hat Enterprise Linux AS release 4 (Nahant Update 5) mysqladmin Ver 8.41 Distrib 5.0.18, for redhat-linux-gnu on x86_64 Copyright (C) 2000 MySQL AB & MySQL Finland AB & TCX DataKonsult AB This software comes with ABSOLUTELY NO WARRANTY. This is free software, and you are welcome to modify and redistribute it under the GPL license Server version 5.0.18 Protocol version 10 Connection Localhost via UNIX socket UNIX socket /var/lib/mysql/mysql.sock Uptime: 97 days 2 hours 2 min 25 sec Threads: 31 Questions: 885042620 Slow queries: 0 Opens: 0 Flush tables: 1 Open tables: 62 Queries per second avg: 105.511 From nick at ccl4.org Wed Aug 22 15:41:07 2007 From: nick at ccl4.org (Nicholas Clark) Date: Wed, 22 Aug 2007 20:41:07 +0100 Subject: [Rt-devel] Re: [rt-users] maintainably tagging custom fields for CSS In-Reply-To: <62BD6A86-F6DE-4FA5-BD61-64708D109126@bestpractical.com> References: <20070813163650.GU19683@plum.flirble.org> <20070813165522.GA492@bestpractical.com> <20070814112213.GW19683@plum.flirble.org> <20070815174905.GD19683@plum.flirble.org> <20070816133138.GG19683@plum.flirble.org> <20070821165426.GZ19683@plum.flirble.org> <62BD6A86-F6DE-4FA5-BD61-64708D109126@bestpractical.com> Message-ID: <20070822194107.GG19683@plum.flirble.org> On Tue, Aug 21, 2007 at 01:06:37PM -0400, Jesse Vincent wrote: > Since you can have multiple CSS classes for any one item, I'd think > it would make more sense to do > > customfield edit foo > > rather than customfield-edit-foo > > > That way you could more easily theme all custom field values or all > custom field values of a certain name, regardless of whether they're > edit or display. > > Does that seem sane? Yes, but in turn I was worried about CSS name(space) pollution. I had it as just "foo" first, but was worried that if one does that (and "imposes" it on a stable release) then suddenly people might having parts of their existing pages tagged with CSS classes that they were using somewhere else. Plus it then means that you can't create a new custom field without wondering whether you've got some CSS with the same name. So in some ways, the more verbose customfield edit CF-foo might be a compromise, as it means that creating the custom field named "foo" doesn't mess with any existing "foo" class. Nicholas Clark From david.narayan at gmail.com Wed Aug 22 16:34:16 2007 From: david.narayan at gmail.com (David Narayan) Date: Wed, 22 Aug 2007 16:34:16 -0400 Subject: [rt-users] Need LDAP scrip help: using a switch statement In-Reply-To: <46CB122C.F8B4.0061.0@buffalo.k12.mn.us> References: <46C9ECC7.F8B4.0061.0@buffalo.k12.mn.us> <806cdffb0708210907h4fc4912em8e3e56c4432a985e@mail.gmail.com> <46CB122C.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <806cdffb0708221334y64e3ad1tde7a3f8408c179d7@mail.gmail.com> On 8/21/07, Tim Wilson wrote: > >>> On Tue, Aug 21, 2007 at 11:07 AM, in message > <806cdffb0708210907h4fc4912em8e3e56c4432a985e at mail.gmail.com>, "David Narayan" > wrote: > > On 8/20/07, Tim Wilson wrote: > > >> I'm trying to adapt the "set custom field with LDAP query" scrip example > >> from the RT book, and I'm stuck. I'm hoping someone has a suggestion. The > >> main problem, I'm afraid, is a lack of perl experience. > > > Instead of using switch, try using a hash lookup. For example: > > > > my $ou = $entry- >get_value('ou'); > > > > my %building_for = ( > > 'DISTRICT SERVICES' => 'DO', > > 'HIGH SCHOOL' => 'HS', > > 'JEFFERSON' => 'JES', > > _DEFAULT_ => 'DO', > > ); > > > > # Lookup building. If there was no LDAP entry, use the default > > my $building = $building_for{$ou} || $building_for{_DEFAULT_}; > > David, > > Thanks for the suggestion. That approach seems very straightforward. Unfortunately, RT logs the following when the scrip is executed: > > Aug 21 16:08:35 support RT: About to think about scrips for transaction #7940 > Aug 21 16:08:36 support RT: Scrip 31 Commit failed: Can't call method "get_value" on an undefined value at (eval 1139) line 11. Stack: [(eval 1139):11] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:240] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:505] [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:193] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:179] [/usr/local/rt3/lib/RT/Record.pm:1444] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:744] [/usr/local/rt3/lib/RT/Interface/Email.pm:719] [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] (/usr/local/rt3/lib/RT/Action/UserDefined.pm:81) > > Here's what I have my custom action cleanup code set to now (anonymized): > > my $mail = ($self->TicketObj->RequestorAddresses)[0]; > my $ldap = Net::LDAP->new( 'my.ldap.server' ); > $ldap->bind; > > # Do the LDAP search. Note: Our eDirectory server uses "mail" for the > # user's email address. > my $msg = $ldap->search( base => 'o=myOrg', > filter => '(mail=$mail)', > ); > my $entry = $msg->entry(0); > my $ou = $entry->get_value('ou'); > > # Fix up the CF values based on LDAP results > my %building_for = ( > 'DISTRICT SERVICES' => 'DO', > 'HIGH SCHOOL' => 'HS', > 'JEFFERSON' => 'JES', > '_DEFAULT_' => 'DO', > ); > my $building = $building_for{$ou} || $building_for{_DEFAULT_}; > > my $cf = RT::CustomField->new( $RT::SystemUser ); > $cf->LoadByName( Name => 'Building' ); > $self->TicketObj->AddCustomFieldValue( Field => $cf, Value => $building ); > > return 1; > > It looks like the LDAP search is failing. I get this in my eDirectory logs: > > (10.1.10.224:59620) (0x002b:0x63) Search request: > base: "o=myOrg" > scope: 2 dereference:2 sizelimit:0 timelimit:0 attrsonly:0 > filter: "(mail=$mail)" > no attributes > > So it appears that the contents of the $mail variable is not getting put into that LDAP search. If I hardcode the filter in the scrip with my email address then it works perfectly. The LDAP is retrieved, and the custom field gets set properly. > > I took most of this code right from the RT book, and I don't understand why $mail isn't getting sent in the LDAP search. So I tried one more thing. I changed to the code to the following, creating the $filter variable in whole before passing it to the LDAP search: > > my $filter = "(mail=$mail)"; > my $msg = $ldap->search( base => 'o=myOrg', > filter => $filter, > ); > > This worked! Now... why? > In the first case you're using '(mail = $mail)' -- with single quotes. The single quotes prevent $mail from being interpolated. To make sure $mail is interpolated correctly, use double quotes (as you're doing in the second case when you use the separate $filter variable): my $msg = $ldap->search( base => 'o=myOrg', filter => "(mail=$mail)", ); -David From aaron at thunderbirdbroadband.net Wed Aug 22 16:35:10 2007 From: aaron at thunderbirdbroadband.net (aaron at thunderbirdbroadband.net) Date: Wed, 22 Aug 2007 13:35:10 -0700 Subject: [rt-users] Customer Management with RT? In-Reply-To: <46CC6141.3@lbl.gov> Message-ID: Kenn, SO would my csr need to log in as the customer and initiate the ticket or is there a way to change the requestor from the UI as a superuser? Thanks, Aaron -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, August 22, 2007 9:16 AM To: aaron at thunderbirdbroadband.net Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Customer Management with RT? Aaron, Why not just let the customer/user be the requestor and remove any notification privileges and/or modify any notification scrips to not send to the requestor accordingly? That way, they know nothing unless you send them direct E_mail and you have a requestoer that can be used for any kind of query. Hope this helps. Kenn LBNL aaron at thunderbirdbroadband.net wrote: > Hello, > > I run an ISP and would like to use RT to manage customer information as > well as track their support issues. > > > > I added custom fields to Users so as to be able to include IP addresses > and other standard customer info. > > > > I plan to create a non privileged user for each customer. > > > > Is there a way to attach a ticket to a user without making them an > owner? More importantly, is there a way to attach a ticket to a user and > not have them get an email regarding it? > > > > I would like to be able to track incidents, updates and notes as tickets > associated with a user (Customer) without spamming them every time we do > some internal updates. > > > > I also need to be able to search by a user/customer and view their tickets. > > > > Is there a good way to do this? > > > > Thanks for any help. > > > > -Aaron > > > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: > 8/20/2007 5:44 PM > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM From admin at dougware.net Wed Aug 22 16:14:00 2007 From: admin at dougware.net (Doug Eubanks) Date: Wed, 22 Aug 2007 16:14:00 -0400 Subject: [rt-users] Component path Error Message-ID: <20070822201400.555602d6@mail.dougware.net> I've installed RT from scratch, satisfied all dependacies (see below), but some functions always produce the following error. Component path given to Interp->load must be absolute (was given Ticket/Display.html) Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 370 HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0xab53fd4)', 'Ticket/Display.html') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 245 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 230 HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH(0xbf62e54)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 210 HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler', 'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp', 'HTML::Mason::Interp=HASH(0xab53fd4)', 'comp', 'Ticket/Display.html', 'args', 'ARRAY(0xc0b8650)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xab4e408)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbfd03fc)', 'container', 'HASH(0xbc275e0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 97 HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandler', 'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp', 'HTML::Mason::Interp=HASH(0xab53fd4)', 'comp', 'Ticket/Display.html', 'args', 'ARRAY(0xc0b8650)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xab4e408)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbfd03fc)', 'container', 'HASH(0xbc275e0)') called at /usr/lib/perl5/site_perl/5.8.8/Class/Container.pm line 275 Class::Container::call_method('HTML::Mason::Interp=HASH(0xab53fd4)', 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0xab53fd4)', 'comp', 'Ticket/Display.html', 'args', 'ARRAY(0xc0b8650)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xab4e408)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbfd03fc)', 'container', 'HASH(0xbc275e0)') called at /usr/lib/perl5/site_perl/5.8.8/Class/Container.pm line 353 Class::Container::create_delayed_object('interp', 'HTML::Mason::Interp=HASH(0xab53fd4)', 'comp', 'Ticket/Display.html', 'args', 'ARRAY(0xc0b8650)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xab4e408)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbfd03fc)', 'container', 'HASH(0xbc275e0)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm line 348 HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0xab53fd4)', 'comp', 'Ticket/Display.html', 'args', 'ARRAY(0xc0b8650)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xab4e408)', 'apache_req', 'Apache2::RequestRec=SCALAR(0xbfd03fc)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 869 eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 868 HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HASH(0xab4e408)', 'Apache2::RequestRec=SCALAR(0xbfd03fc)') called at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 823 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xab4e408)', 'Apache2::RequestRec=SCALAR(0xbfd03fc)') called at /opt/rt3/bin/webmux.pl line 125 eval {...} at /opt/rt3/bin/webmux.pl line 125 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbfd03fc)') called at -e line 0 eval {...} at -e line 0If I create or edit a ticket, I am guaranteed to produce the error, but I can view the ticket without a problem. I've searched google, and found several sites that seem to produce this error, but no solutions. Can someone point me in the right direction? CentOS 5 perl-5.8.8-10 /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql $VAR1 = { 'with-STANDALONE' => 0, 'with-MASON' => 1, 'with-MAILGATE' => 1, 'with-CORE' => 1, 'with-CLI' => 1, 'v' => 1, 'with-DEV' => 0, 'with-MYSQL' => 1 }; perl: >=5.8.3(5.008008)...found users: rt group (apache)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found CLI dependencies: Term::ReadKey...found Getopt::Long >=2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Scalar::Util...found HTML::Scrubber >=0.08...found Class::ReturnValue >=0.40...found Text::Quoted >=2.02...found File::Spec >=0.8...found Calendar::Simple...found DBIx::SearchBuilder >=1.48...found Date::Format...found Text::Autoformat...found Mail::Mailer >=1.57...found Regexp::Common...found Module::Versions::Report >=1.03...found MIME::Entity >=5.108...found HTML::Entities...found Digest::MD5 >=2.27...found Cache::Simple::TimedExpiry...found DBI >=1.37...found Locale::Maketext::Lexicon >=0.32...found Digest::base...found Locale::Maketext::Fuzzy...found Time::HiRes...found Net::SMTP...found Text::Wrapper...found Time::ParseDate...found File::Temp...found Log::Dispatch >=2.0...found Locale::Maketext >=1.06...found UNIVERSAL::require...found Tree::Simple >=1.04...found Text::Template...found MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder...found Getopt::Long...found HTML::FormatText...found LWP::UserAgent...found MASON dependencies: CGI::Cookie >=1.20...found Text::WikiFormat >=0.76...found XML::RSS >=1.05...found Storable >=2.08...found HTML::Mason >=1.23...found Apache::Session >=1.53...found Digest::MD5 >=2.27...found GD::Text...found GD...found Errno...found GD::Graph...found MYSQL dependencies: DBD::mysql >=2.1018...found Everything was found. -------------- next part -------------- An HTML attachment was scrubbed... URL: From twilson at buffalo.k12.mn.us Wed Aug 22 17:09:12 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Wed, 22 Aug 2007 16:09:12 -0500 Subject: [rt-users] Seeking notification method advice In-Reply-To: <6.2.1.2.2.20070822082810.02570978@mail.sdsu.edu> References: <46CB61730200006100010D85@staffmail.buffalo.k12.mn.us> <6.2.1.2.2.20070822082810.02570978@mail.sdsu.edu> Message-ID: <46CC5FA6.F8B4.0061.0@buffalo.k12.mn.us> Everyone, This looks like a useful and flexible approach. I already have an "On Create" scrip that inspects the requestor and sets the "Building" custom field from the user's LDAP record. Now it seems to me that the best approach going forward is to create a scrip that triggers whenever that custom field gets changed. That should fire off after the original On Create scrip runs and anytime the field is changed subsequently, right? (I can imagine a situation where the Building CF would be set incorrectly requiring some manual intervention. Tying the scrip to that CF value changing would be useful in that situation.) For the Condition, I'll use the custom one referenced in the wiki here: http://wiki.bestpractical.com/view/OnCustomFieldValueChange The template seems straightforward too. That leaves me with a question about the scrip action. To make it as generalizable as possible, wouldn't I want to create an Action as a perl module (let's call it "Notify Building Tech Team") that grabs the newly changed "Building" custom field value and then pulls the list of techs from the corresponding group? This shouldn't require a custom action for each different building right? Next question: Who can build this for me? It's well outside my perl comfort zone, and I'll pay the going rate. Send me a private email if you're interested. Thanks. -Tim >>> On Wed, Aug 22, 2007 at 10:33 AM, in message <6.2.1.2.2.20070822082810.02570978 at mail.sdsu.edu>, Gene LeDuc wrote: > Hi Tim, > > The number of schools is small enough that I'd do it this way: > 1. Create a group with the same name as each school (BHS in this > case). The members of the group are the respective techs. This lets you > scale to multiple techs at a single location or have a single tech cover > multiple locations. > 2. When you get the info from your LDAP query (BHS), use it to get the > e- mail address of each member of the BHS group, then send your notification > to the resulting e- mail list. > 3. As techs come and go, just update the group membership. > > Have fun! > Gene > > At 08:04 PM 8/21/2007, Tim Wilson wrote: >>Hi everyone, >> >>Our RT system is used throughout our school district which includes eight >>different schools. Each school has its own technician who handles the vast >>majority of tech support requests at that school. All of our RT tickets >>feed into a central queue called "Incidents," a design decision that >>allows our techs to help one another by dipping into the Incidents queue >>to grab tickets when they have time. >> >>I just finished a scrip action that sets a custom field for each ticket in >>the Incidents queue based on the result of an LDAP query. For example, if >>a teacher from our high school submits a ticket, a ticket custom field >>called "Building" gets set to "BHS". >> >>Now here's the issue: I'd like to notify the technician at a particular >>school when someone from that school submits a ticket. I don't want to set >>the tech as the ticket owner because it's possible that another tech will >>actually grab it. And I don't want to overwhelm all the techs by notifying >>them of every incoming ticket. >> >>What's the best approach? >> >>Would it help to create a user custom field and set that to the building too? >> >>Could I use the SendEmailAction for this and create a version of the >>template for each of the techs? >>http://wiki.bestpractical.com/view/SendEmailAction >> >>I'd love to hear what some of you think. >> >>- Tim >> >>-- >>Tim Wilson, Director of Technology >>Buffalo- Hanover- Montrose Schools >>214 1st Ave NE Buffalo, MN 55313 >>ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us >> >> >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi- bin/mailman/listinfo/rt- users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>Buy a copy at http://rtbook.bestpractical.com > -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From rlong at bluegecko.net Wed Aug 22 17:15:04 2007 From: rlong at bluegecko.net (Robert Long) Date: Wed, 22 Aug 2007 14:15:04 -0700 Subject: [rt-users] Customer Management with RT? In-Reply-To: References: Message-ID: <46CCA758.70209@bluegecko.net> aaron at thunderbirdbroadband.net wrote: > Kenn, > > SO would my csr need to log in as the customer and initiate the ticket or is > there a way to change the requestor from the UI as a superuser? > > Thanks, > > Aaron > > Sort answer: you can change any of tickets data from within the web interface. It largely depends on what type of rights the user you are doing the action has. And oddly enough, this very old screen shot on RT 3 even shows this functionality. http://www.bestpractical.com/images/screenshots/rt/3.0/newticket.gif You might find more answers to your questions on the wiki: http://wiki.bestpractical.com/view/HomePage In particular, http://wiki.bestpractical.com/view/Requestor and for what rights you'd need to give a user to set the owner: http://wiki.bestpractical.com/view/QueueSpecificRights .r' From KFCrocker at lbl.gov Wed Aug 22 17:14:32 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 22 Aug 2007 14:14:32 -0700 Subject: [rt-users] Customer Management with RT? In-Reply-To: References: Message-ID: <46CCA738.8000901@lbl.gov> Aaron, I'm not sure I understand your question. By csr I guess you mean the customer/user. That person initiates the ticket either thru E_mail or the web. A Superuser can change anything, but superuser rights are not required for this. ModifyTickets would suffice. YOu haven't describes the privileges you have set up. Kenn LBNL aaron at thunderbirdbroadband.net wrote: > Kenn, > > SO would my csr need to log in as the customer and initiate the ticket or is > there a way to change the requestor from the UI as a superuser? > > Thanks, > > Aaron > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth > Crocker > Sent: Wednesday, August 22, 2007 9:16 AM > To: aaron at thunderbirdbroadband.net > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Customer Management with RT? > > Aaron, > > > Why not just let the customer/user be the requestor and remove any > notification privileges and/or modify any notification scrips to not > send to the requestor accordingly? That way, they know nothing unless > you send them direct E_mail and you have a requestoer that can be used > for any kind of query. Hope this helps. > > > Kenn > LBNL > > aaron at thunderbirdbroadband.net wrote: >> Hello, >> >> I run an ISP and would like to use RT to manage customer information as >> well as track their support issues. >> >> >> >> I added custom fields to Users so as to be able to include IP addresses >> and other standard customer info. >> >> >> >> I plan to create a non privileged user for each customer. >> >> >> >> Is there a way to attach a ticket to a user without making them an >> owner? More importantly, is there a way to attach a ticket to a user and >> not have them get an email regarding it? >> >> >> >> I would like to be able to track incidents, updates and notes as tickets >> associated with a user (Customer) without spamming them every time we do >> some internal updates. >> >> >> >> I also need to be able to search by a user/customer and view their > tickets. >> >> >> Is there a good way to do this? >> >> >> >> Thanks for any help. >> >> >> >> -Aaron >> >> >> >> >> No virus found in this outgoing message. >> Checked by AVG Free Edition. >> Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: >> 8/20/2007 5:44 PM >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > No virus found in this incoming message. > Checked by AVG Free Edition. > Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 > 9:05 AM > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 > 9:05 AM > > > From KFCrocker at lbl.gov Wed Aug 22 17:17:42 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 22 Aug 2007 14:17:42 -0700 Subject: [rt-users] Seeking notification method advice In-Reply-To: <46CC5FA6.F8B4.0061.0@buffalo.k12.mn.us> References: <46CB61730200006100010D85@staffmail.buffalo.k12.mn.us> <6.2.1.2.2.20070822082810.02570978@mail.sdsu.edu> <46CC5FA6.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <46CCA7F6.5040806@lbl.gov> Tim, You can create your own template for the scrip to use and in that template have some code to do whatever you want. Ghas has given me some code that does this. Kenn LBNL Tim Wilson wrote: > Everyone, > > This looks like a useful and flexible approach. I already have an "On Create" scrip that inspects the requestor and sets the "Building" custom field from the user's LDAP record. Now it seems to me that the best approach going forward is to create a scrip that triggers whenever that custom field gets changed. That should fire off after the original On Create scrip runs and anytime the field is changed subsequently, right? (I can imagine a situation where the Building CF would be set incorrectly requiring some manual intervention. Tying the scrip to that CF value changing would be useful in that situation.) > > For the Condition, I'll use the custom one referenced in the wiki here: > http://wiki.bestpractical.com/view/OnCustomFieldValueChange > > The template seems straightforward too. > > That leaves me with a question about the scrip action. To make it as generalizable as possible, wouldn't I want to create an Action as a perl module (let's call it "Notify Building Tech Team") that grabs the newly changed "Building" custom field value and then pulls the list of techs from the corresponding group? This shouldn't require a custom action for each different building right? > > Next question: Who can build this for me? It's well outside my perl comfort zone, and I'll pay the going rate. Send me a private email if you're interested. > > Thanks. > > -Tim > >>>> On Wed, Aug 22, 2007 at 10:33 AM, in message > <6.2.1.2.2.20070822082810.02570978 at mail.sdsu.edu>, Gene LeDuc > wrote: >> Hi Tim, >> >> The number of schools is small enough that I'd do it this way: >> 1. Create a group with the same name as each school (BHS in this >> case). The members of the group are the respective techs. This lets you >> scale to multiple techs at a single location or have a single tech cover >> multiple locations. >> 2. When you get the info from your LDAP query (BHS), use it to get the >> e- mail address of each member of the BHS group, then send your notification >> to the resulting e- mail list. >> 3. As techs come and go, just update the group membership. >> >> Have fun! >> Gene >> >> At 08:04 PM 8/21/2007, Tim Wilson wrote: >>> Hi everyone, >>> >>> Our RT system is used throughout our school district which includes eight >>> different schools. Each school has its own technician who handles the vast >>> majority of tech support requests at that school. All of our RT tickets >>> feed into a central queue called "Incidents," a design decision that >>> allows our techs to help one another by dipping into the Incidents queue >>> to grab tickets when they have time. >>> >>> I just finished a scrip action that sets a custom field for each ticket in >>> the Incidents queue based on the result of an LDAP query. For example, if >>> a teacher from our high school submits a ticket, a ticket custom field >>> called "Building" gets set to "BHS". >>> >>> Now here's the issue: I'd like to notify the technician at a particular >>> school when someone from that school submits a ticket. I don't want to set >>> the tech as the ticket owner because it's possible that another tech will >>> actually grab it. And I don't want to overwhelm all the techs by notifying >>> them of every incoming ticket. >>> >>> What's the best approach? >>> >>> Would it help to create a user custom field and set that to the building too? >>> >>> Could I use the SendEmailAction for this and create a version of the >>> template for each of the techs? >>> http://wiki.bestpractical.com/view/SendEmailAction >>> >>> I'd love to hear what some of you think. >>> >>> - Tim >>> >>> -- >>> Tim Wilson, Director of Technology >>> Buffalo- Hanover- Montrose Schools >>> 214 1st Ave NE Buffalo, MN 55313 >>> ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us >>> >>> >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi- bin/mailman/listinfo/rt- users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 Wed Aug 22 17:40:07 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 22 Aug 2007 14:40:07 -0700 Subject: [rt-users] Seeking notification method advice In-Reply-To: <46CC5FA6.F8B4.0061.0@buffalo.k12.mn.us> References: <46CB61730200006100010D85@staffmail.buffalo.k12.mn.us> <6.2.1.2.2.20070822082810.02570978@mail.sdsu.edu> <46CC5FA6.F8B4.0061.0@buffalo.k12.mn.us> Message-ID: <6.2.1.2.2.20070822141126.025eacc8@mail.sdsu.edu> Hi Tim, I'm not volunteering to build a custom module, but I don't think you need one. I'm pretty sure you can do what you want simply with a User Defined condition that traps the custom field change and NotifyOtherRecipients as the action. You make a custom template that has your basic boilerplate in it and do a little bit of coding to get the contents of the custom field and then the members of that group and then the e-mail addresses of the group's members. Your scrip condition would be something like: return $self->TransactionObj->Type eq 'CustomField' && $self->TransactionObj->Field eq 'Building'; In your template you get the value of the field with: my $bldg = $Ticket->FirstCustomFieldValue('Building'); I haven't written anything to enumerate members of a group, but it's probably pretty straightforward. After you get the group members, you cycle through them using something like: my $addresslist = ""; while ( my $user = $Group->Next ) { $addresslist .= ", " if $addresslist; $addresslist .= $user->EmailAddress; } Then you do the e-mail: $OUT = "From: $from_address To: $addresslist Subject: $subject Boilerpalte text goes here. "; Regards, Gene At 02:09 PM 8/22/2007, Tim Wilson wrote: >Everyone, > >This looks like a useful and flexible approach. I already have an "On >Create" scrip that inspects the requestor and sets the "Building" custom >field from the user's LDAP record. Now it seems to me that the best >approach going forward is to create a scrip that triggers whenever that >custom field gets changed. That should fire off after the original On >Create scrip runs and anytime the field is changed subsequently, right? (I >can imagine a situation where the Building CF would be set incorrectly >requiring some manual intervention. Tying the scrip to that CF value >changing would be useful in that situation.) > >For the Condition, I'll use the custom one referenced in the wiki here: >http://wiki.bestpractical.com/view/OnCustomFieldValueChange > >The template seems straightforward too. > >That leaves me with a question about the scrip action. To make it as >generalizable as possible, wouldn't I want to create an Action as a perl >module (let's call it "Notify Building Tech Team") that grabs the newly >changed "Building" custom field value and then pulls the list of techs >from the corresponding group? This shouldn't require a custom action for >each different building right? > >Next question: Who can build this for me? It's well outside my perl >comfort zone, and I'll pay the going rate. Send me a private email if >you're interested. > >Thanks. > >-Tim > > >>> On Wed, Aug 22, 2007 at 10:33 AM, in message ><6.2.1.2.2.20070822082810.02570978 at mail.sdsu.edu>, Gene LeDuc > wrote: > > Hi Tim, > > > > The number of schools is small enough that I'd do it this way: > > 1. Create a group with the same name as each school (BHS in this > > case). The members of the group are the respective techs. This lets you > > scale to multiple techs at a single location or have a single tech cover > > multiple locations. > > 2. When you get the info from your LDAP query (BHS), use it to get the > > e- mail address of each member of the BHS group, then send your > notification > > to the resulting e- mail list. > > 3. As techs come and go, just update the group membership. > > > > Have fun! > > Gene > > > > At 08:04 PM 8/21/2007, Tim Wilson wrote: > >>Hi everyone, > >> > >>Our RT system is used throughout our school district which includes eight > >>different schools. Each school has its own technician who handles the vast > >>majority of tech support requests at that school. All of our RT tickets > >>feed into a central queue called "Incidents," a design decision that > >>allows our techs to help one another by dipping into the Incidents queue > >>to grab tickets when they have time. > >> > >>I just finished a scrip action that sets a custom field for each ticket in > >>the Incidents queue based on the result of an LDAP query. For example, if > >>a teacher from our high school submits a ticket, a ticket custom field > >>called "Building" gets set to "BHS". > >> > >>Now here's the issue: I'd like to notify the technician at a particular > >>school when someone from that school submits a ticket. I don't want to set > >>the tech as the ticket owner because it's possible that another tech will > >>actually grab it. And I don't want to overwhelm all the techs by notifying > >>them of every incoming ticket. > >> > >>What's the best approach? > >> > >>Would it help to create a user custom field and set that to the > building too? > >> > >>Could I use the SendEmailAction for this and create a version of the > >>template for each of the techs? > >>http://wiki.bestpractical.com/view/SendEmailAction > >> > >>I'd love to hear what some of you think. > >> > >>- Tim > >> > >>-- > >>Tim Wilson, Director of Technology > >>Buffalo- Hanover- Montrose Schools > >>214 1st Ave NE Buffalo, MN 55313 > >>ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us > >> > >> > >> > >> > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi- bin/mailman/listinfo/rt- users > >> > >>Community help: http://wiki.bestpractical.com > >>Commercial support: sales at bestpractical.com > >> > >> > >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >>Buy a copy at http://rtbook.bestpractical.com > > > > > > > >-- >Tim Wilson, Director of Technology >Buffalo-Hanover-Montrose Schools >214 1st Ave NE Buffalo, MN 55313 >ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us -- Gene LeDuc, GSEC Security Analyst San Diego State University From rainer at ultra-secure.de Wed Aug 22 18:46:40 2007 From: rainer at ultra-secure.de (Rainer Duffner) Date: Thu, 23 Aug 2007 00:46:40 +0200 Subject: [rt-users] Customer Management with RT? In-Reply-To: <46CCA738.8000901@lbl.gov> References: <46CCA738.8000901@lbl.gov> Message-ID: <412919B7-0F5C-45FA-99AD-1847E729634F@ultra-secure.de> Am 22.08.2007 um 23:14 schrieb Kenneth Crocker: > Aaron, > > > I'm not sure I understand your question. By csr I guess you mean > the customer/user. CSR=Customer Service Representative. An euphemism for "help desk monkey" ;-) > That person initiates the ticket either thru E_mail or the web. A > Superuser can change anything, but superuser rights are not > required for this. ModifyTickets would suffice. YOu haven't > describes the privileges you have set up. > > I don't know if what Aaron want's to do is possible completely with RT3. At the end of the day, RT is a tool to handle incidents and, as the name suggests, requests from customers. Having "notes" and other things in there is probably not impossible (with Asset-Tracker, there's even more stuff). But it somehow defies the original purpose in that tickets get opened, worked upon and closed. RTFM could perhaps be modified to store per-customer info that is not tied specifically to a ticket. Or AssetTracker (haven't played with it recently - the project still lacks a homepage to channel support- request and user-to-user communication). That said, there's no question that RT needs to get more "customer- centric" (or "project-centric"), in the sense that (e.g.) there are often cases where one wants to have a way to get a per-company view of tickets (because e.g. project-management at customer-company wants to see how many and what kind of tickets all the 3rd-party developers and contractors have opened in the name of his company). One could create a queue per company and make some people privileged users without the right to view comments - but with many projects/ companies/customers, it will get _very_ convoluted. There was a thread some months ago about RT 4 (by Jesse) - most of the brainstorming is in that thread. The trick with all this is to not let RT become into some silly CRM- like tool that has many options and features but makes dealing with tickets difficult and slow. All the above stuff has nothing to do with what people in helpdesks have to do (take ticket, answer, wait for feedback, next), yet those other feature are what differentiates Helpdesk-solutions to those who decide about procurement/installation (management, etc.). cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE rainer at ultra-secure.de From gleduc at mail.sdsu.edu Wed Aug 22 19:04:56 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 22 Aug 2007 16:04:56 -0700 Subject: [rt-users] Seeking notification method advice In-Reply-To: <6.2.1.2.2.20070822141126.025eacc8@mail.sdsu.edu> References: <46CB61730200006100010D85@staffmail.buffalo.k12.mn.us> <6.2.1.2.2.20070822082810.02570978@mail.sdsu.edu> <46CC5FA6.F8B4.0061.0@buffalo.k12.mn.us> <6.2.1.2.2.20070822141126.025eacc8@mail.sdsu.edu> Message-ID: <6.2.1.2.2.20070822155905.02621990@mail.sdsu.edu> Replying to my own e-mail... Hah! Found an easy way in the wiki to get the addresses of the group members into your template. my $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup($bldg); my $addresslist = $group->MemberEmailAddressesAsString; Put the pieces from my previous post together with the above snippet and you should have a scrip and template that will do what you want. Regards, Gene At 02:40 PM 8/22/2007, Gene LeDuc wrote: >Hi Tim, > >I'm not volunteering to build a custom module, but I don't think you need >one. I'm pretty sure you can do what you want simply with a User Defined >condition that traps the custom field change and NotifyOtherRecipients as >the action. You make a custom template that has your basic boilerplate in >it and do a little bit of coding to get the contents of the custom field >and then the members of that group and then the e-mail addresses of the >group's members. > >Your scrip condition would be something like: > return $self->TransactionObj->Type eq 'CustomField' && > $self->TransactionObj->Field eq 'Building'; > >In your template you get the value of the field with: > my $bldg = $Ticket->FirstCustomFieldValue('Building'); > >I haven't written anything to enumerate members of a group, but it's >probably pretty straightforward. After you get the group members, you >cycle through them using something like: > my $addresslist = ""; > while ( my $user = $Group->Next ) { > $addresslist .= ", " if $addresslist; > $addresslist .= $user->EmailAddress; > } > >Then you do the e-mail: > $OUT = "From: $from_address >To: $addresslist >Subject: $subject > >Boilerpalte text goes here. >"; > >Regards, >Gene > >At 02:09 PM 8/22/2007, Tim Wilson wrote: >>Everyone, >> >>This looks like a useful and flexible approach. I already have an "On >>Create" scrip that inspects the requestor and sets the "Building" custom >>field from the user's LDAP record. Now it seems to me that the best >>approach going forward is to create a scrip that triggers whenever that >>custom field gets changed. That should fire off after the original On >>Create scrip runs and anytime the field is changed subsequently, right? >>(I can imagine a situation where the Building CF would be set incorrectly >>requiring some manual intervention. Tying the scrip to that CF value >>changing would be useful in that situation.) >> >>For the Condition, I'll use the custom one referenced in the wiki here: >>http://wiki.bestpractical.com/view/OnCustomFieldValueChange >> >>The template seems straightforward too. >> >>That leaves me with a question about the scrip action. To make it as >>generalizable as possible, wouldn't I want to create an Action as a perl >>module (let's call it "Notify Building Tech Team") that grabs the newly >>changed "Building" custom field value and then pulls the list of techs >>from the corresponding group? This shouldn't require a custom action for >>each different building right? >> >>Next question: Who can build this for me? It's well outside my perl >>comfort zone, and I'll pay the going rate. Send me a private email if >>you're interested. >> >>Thanks. >> >>-Tim >> >> >>> On Wed, Aug 22, 2007 at 10:33 AM, in message >><6.2.1.2.2.20070822082810.02570978 at mail.sdsu.edu>, Gene LeDuc >> wrote: >> > Hi Tim, >> > >> > The number of schools is small enough that I'd do it this way: >> > 1. Create a group with the same name as each school (BHS in this >> > case). The members of the group are the respective techs. This lets you >> > scale to multiple techs at a single location or have a single tech cover >> > multiple locations. >> > 2. When you get the info from your LDAP query (BHS), use it to get the >> > e- mail address of each member of the BHS group, then send your >> notification >> > to the resulting e- mail list. >> > 3. As techs come and go, just update the group membership. >> > >> > Have fun! >> > Gene >> > >> > At 08:04 PM 8/21/2007, Tim Wilson wrote: >> >>Hi everyone, >> >> >> >>Our RT system is used throughout our school district which includes eight >> >>different schools. Each school has its own technician who handles the vast >> >>majority of tech support requests at that school. All of our RT tickets >> >>feed into a central queue called "Incidents," a design decision that >> >>allows our techs to help one another by dipping into the Incidents queue >> >>to grab tickets when they have time. >> >> >> >>I just finished a scrip action that sets a custom field for each ticket in >> >>the Incidents queue based on the result of an LDAP query. For example, if >> >>a teacher from our high school submits a ticket, a ticket custom field >> >>called "Building" gets set to "BHS". >> >> >> >>Now here's the issue: I'd like to notify the technician at a particular >> >>school when someone from that school submits a ticket. I don't want to set >> >>the tech as the ticket owner because it's possible that another tech will >> >>actually grab it. And I don't want to overwhelm all the techs by notifying >> >>them of every incoming ticket. >> >> >> >>What's the best approach? >> >> >> >>Would it help to create a user custom field and set that to the >> building too? >> >> >> >>Could I use the SendEmailAction for this and create a version of the >> >>template for each of the techs? >> >>http://wiki.bestpractical.com/view/SendEmailAction >> >> >> >>I'd love to hear what some of you think. >> >> >> >>- Tim >> >> >> >>-- >> >>Tim Wilson, Director of Technology >> >>Buffalo- Hanover- Montrose Schools >> >>214 1st Ave NE Buffalo, MN 55313 >> >>ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us >> >> >> >> >> >> >> >> >> >>_______________________________________________ >> >>http://lists.bestpractical.com/cgi- bin/mailman/listinfo/rt- users >> >> >> >>Community help: http://wiki.bestpractical.com >> >>Commercial support: sales at bestpractical.com >> >> >> >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> >>Buy a copy at http://rtbook.bestpractical.com >> > >> >> >> >> >> >>-- >>Tim Wilson, Director of Technology >>Buffalo-Hanover-Montrose Schools >>214 1st Ave NE Buffalo, MN 55313 >>ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us > > >-- >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 rlong at bluegecko.net Wed Aug 22 19:47:25 2007 From: rlong at bluegecko.net (Robert Long) Date: Wed, 22 Aug 2007 16:47:25 -0700 Subject: [rt-users] Seeking notification method advice In-Reply-To: <6.2.1.2.2.20070822155905.02621990@mail.sdsu.edu> References: <46CB61730200006100010D85@staffmail.buffalo.k12.mn.us> <6.2.1.2.2.20070822082810.02570978@mail.sdsu.edu> <46CC5FA6.F8B4.0061.0@buffalo.k12.mn.us> <6.2.1.2.2.20070822141126.025eacc8@mail.sdsu.edu> <6.2.1.2.2.20070822155905.02621990@mail.sdsu.edu> Message-ID: <46CCCB0D.1030606@bluegecko.net> If you where careful about how you name your custom field values and group names, you could just add a Bcc line in the default autoresponce template. Then you wouldn't even need a scrip...and really you'll probably have to have the names all be the same anyhow so this would be a really simple way of doing it. Bcc: { my $bldg = $self->TicketObj->FirstCustomFieldValue('building'); my $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup($bldg); $addresslist = $group->MemberEmailAddressesAsString; } disclaimer: I just looked at the above code, it might require some sanity checks.. .r' Gene LeDuc wrote: > Replying to my own e-mail... > > Hah! Found an easy way in the wiki to get the addresses of the group > members into your template. > > my $group = RT::Group->new( $RT::SystemUser ); > $group->LoadUserDefinedGroup($bldg); > my $addresslist = $group->MemberEmailAddressesAsString; > > Put the pieces from my previous post together with the above snippet > and you should have a scrip and template that will do what you want. > > Regards, > Gene > From stroke_of_death at yahoo.com Wed Aug 22 21:28:20 2007 From: stroke_of_death at yahoo.com (Sean) Date: Wed, 22 Aug 2007 18:28:20 -0700 (PDT) Subject: [rt-users] Scrip Help needed (grabbing Organization) Message-ID: <487037.88985.qm@web58703.mail.re1.yahoo.com> Hi, I am trying to modify one of the contributed scrip's on here which relates to "taking a ticket" and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = "queue1" - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User->Load( $User->Organization); my $newqueue = $User->Organization; $newqueue = ($User->Organization); $RT::Logger->info("Ticket took by an admin : new ticket in admin queue"); my ($status, $msg) = $self->TicketObj->SetQueue($newqueue); $self->TicketObj->SetQueue($newqueue); $RT::Logger->info("Set queue to ($newqueue)"); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. ____________________________________________________________________________________ Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ From aaron at thunderbirdbroadband.net Wed Aug 22 22:07:08 2007 From: aaron at thunderbirdbroadband.net (aaron at thunderbirdbroadband.net) Date: Wed, 22 Aug 2007 19:07:08 -0700 Subject: [rt-users] Customer Management with RT? In-Reply-To: Message-ID: Kenn, This would work out perfectly. I have created a Group called "Customers". It is a non privileged group. My customer service rep can create a ticket and add the customer "John Doe" as a requestor. I can then search for tickets where requestor name is "John Doe" to see all the previous incidents and tickets associated with that customer. Now the question is, how to keep them from receiving an email. I can have it so that no requestors get email under any circumstances, that would be fine. I looked in the rights and saw nothing regarding notification rights. I am also not sure which default scrips to delete/modify. I assume only the ones that refer to requestors. It would be ideal if I could modify the scrips so that : It only send an email if the requestor does not belong to the group "Customers", or if the requestor is "Privileged" Any advice on how to do so? Thanks for the help, Aaron ------------------------ Aaron, Why not just let the customer/user be the requestor and remove any notification privileges and/or modify any notification scrips to not send to the requestor accordingly? That way, they know nothing unless you send them direct E_mail and you have a requestoer that can be used for any kind of query. Hope this helps. Kenn LBNL aaron at thunderbirdbroadband.net wrote: > Hello, > > I run an ISP and would like to use RT to manage customer information as > well as track their support issues. > > > > I added custom fields to Users so as to be able to include IP addresses > and other standard customer info. > > > > I plan to create a non privileged user for each customer. > > > > Is there a way to attach a ticket to a user without making them an > owner? More importantly, is there a way to attach a ticket to a user and > not have them get an email regarding it? > > > > I would like to be able to track incidents, updates and notes as tickets > associated with a user (Customer) without spamming them every time we do > some internal updates. > > > > I also need to be able to search by a user/customer and view their tickets. > > > > Is there a good way to do this? > > > > Thanks for any help. > > > > -Aaron > > > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: > 8/20/2007 5:44 PM > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM From twilson at buffalo.k12.mn.us Wed Aug 22 23:45:39 2007 From: twilson at buffalo.k12.mn.us (Tim Wilson) Date: Wed, 22 Aug 2007 22:45:39 -0500 Subject: [rt-users] Seeking notification method advice In-Reply-To: <6.2.1.2.2.20070822141126.025eacc8@mail.sdsu.edu> References: <46CB61730200006100010D85@staffmail.buffalo.k12.mn.us> <6.2.1.2.2.20070822082810.02570978@mail.sdsu.edu> <46CC5FA6.F8B4.0061.0@buffalo.k12.mn.us> <6.2.1.2.2.20070822141126.025eacc8@mail.sdsu.edu> Message-ID: <46CCBC8E.F8B4.0061.0@buffalo.k12.mn.us> >>> On Wed, Aug 22, 2007 at 4:40 PM, in message <6.2.1.2.2.20070822141126.025eacc8 at mail.sdsu.edu>, Gene LeDuc wrote: > In your template you get the value of the field with: > my $bldg = $Ticket- >FirstCustomFieldValue('Building'); > Then you do the e- mail: > $OUT = "From: $from_address > To: $addresslist > Subject: $subject > > Boilerpalte text goes here. > "; Gene, Is there something magic about $from_address and $subject or do I need to create those variables? I'm assuming that I can't use the built-in RT templates for those since I'm adding all this perl to the template. My template now looks like this: my $bldg = $Ticket->FirstCustomFieldValue('Building'); my $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup("SupportTeam-$group"); my $addresslist = $group->MemberEmailAddressesAsString; $OUT = "From: $from_address To: $addresslist Subject: $subject This is a test message. "; This isn't working, and I get the following error in the RT log: Aug 22 22:37:43 support RT: error: couldn't parse head; error near: my $bldg = $Ticket->FirstCustomFieldValue('Building'); my $group = RT::Group->new( $RT::S ystemUser ); $group->LoadUserDefinedGroup("SupportTeam-$group"); my $addresslist = $group->MemberEmailAddressesAsString; (/usr/local/rt3/lib/RT/Template_Overlay .pm:336) So obviously the message isn't being generated correctly. I've been scouring the wiki looking for other template examples that use this sort of method, but I'm not having much luck making sense of them. Any help would be greatly appreciated. -Tim -- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us From aaron at thunderbirdbroadband.net Thu Aug 23 01:41:29 2007 From: aaron at thunderbirdbroadband.net (aaron at thunderbirdbroadband.net) Date: Wed, 22 Aug 2007 22:41:29 -0700 Subject: [rt-users] Customer Management with RT? In-Reply-To: Message-ID: More info: This works out of the box: Create the ticket Assign an owner Add John Doe as Requestor (no email is sent by default) Comment (no email by Default) Resolve (no email by Default) Only Reply will send an email to John Doe. Works great. Thanks for helping me understand some of the basics. -Aaron -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of aaron at thunderbirdbroadband.net Sent: Wednesday, August 22, 2007 7:07 PM To: 'Kenneth Crocker' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Customer Management with RT? Kenn, This would work out perfectly. I have created a Group called "Customers". It is a non privileged group. My customer service rep can create a ticket and add the customer "John Doe" as a requestor. I can then search for tickets where requestor name is "John Doe" to see all the previous incidents and tickets associated with that customer. Now the question is, how to keep them from receiving an email. I can have it so that no requestors get email under any circumstances, that would be fine. I looked in the rights and saw nothing regarding notification rights. I am also not sure which default scrips to delete/modify. I assume only the ones that refer to requestors. It would be ideal if I could modify the scrips so that : It only send an email if the requestor does not belong to the group "Customers", or if the requestor is "Privileged" Any advice on how to do so? Thanks for the help, Aaron ------------------------ Aaron, Why not just let the customer/user be the requestor and remove any notification privileges and/or modify any notification scrips to not send to the requestor accordingly? That way, they know nothing unless you send them direct E_mail and you have a requestoer that can be used for any kind of query. Hope this helps. Kenn LBNL aaron at thunderbirdbroadband.net wrote: > Hello, > > I run an ISP and would like to use RT to manage customer information as > well as track their support issues. > > > > I added custom fields to Users so as to be able to include IP addresses > and other standard customer info. > > > > I plan to create a non privileged user for each customer. > > > > Is there a way to attach a ticket to a user without making them an > owner? More importantly, is there a way to attach a ticket to a user and > not have them get an email regarding it? > > > > I would like to be able to track incidents, updates and notes as tickets > associated with a user (Customer) without spamming them every time we do > some internal updates. > > > > I also need to be able to search by a user/customer and view their tickets. > > > > Is there a good way to do this? > > > > Thanks for any help. > > > > -Aaron > > > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: > 8/20/2007 5:44 PM > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM From dave.wells at foreshore.net Thu Aug 23 06:04:20 2007 From: dave.wells at foreshore.net (Dave Wells) Date: Thu, 23 Aug 2007 11:04:20 +0100 Subject: [rt-users] No Bounce message with a permission denied error Message-ID: <3E88364AF578694C9BBFE357115E2EDE02B361B8@jsy-qr-is.is.foreshore.net> Hi, We recently began experiencing a strange issue, if an external user replies to a ticket and he is not the requester, a watcher or associated with the ticket in anyway he should get a permission denied bounce message because we only allow replyToTicket from the Requester. However recently the user is not getting this bounce message the content is not added to the the ticket and the users does not know it has bounced so it is like the email simply disappears. I have included the rt debug output from when this mail arrives [Thu Aug 23 10:02:14 2007] [debug]: Converting 'WINDOWS-1252' to 'utf-8' for text/plain - RE: [foreshore.net #85556] [Comment] Test - do not delete (/usr/local/rt3/lib/RT/I18N.pm:221) [Thu Aug 23 10:02:14 2007] [debug]: Found a ticket ID. It's 85556 (/usr/local/rt3/lib/RT/Interface/Email.pm:477) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::CanonicalizeEmailAddress : called with "dave.wells at jerseymail.co.uk" by RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm 218 (/usr/local/rt3/local/lib/RT/User_Local.pm:326) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=smtp:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=smtp:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=smtp:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=smtp:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=smtp:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=smtp:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mail=SMTP:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=SMTP:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailRoutingAddress=SMTP:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=SMTP:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN "dc=is,dc=foreshore,dc=net" and filter "mailAlternateAddress=SMTP:dave.wells at jerseymail.co.uk" by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=SMTP:dave.wells at jerseymail.co.uk => EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [info]: RT::User::CanonicalizeEmailAddress dave.wells at jerseymail.co.uk => dave.wells at jerseymail.co.uk (/usr/local/rt3/local/lib/RT/User_Local.pm:345) [Thu Aug 23 10:02:14 2007] [crit]: Permission Denied (/usr/local/rt3/lib/RT/Interface/Email.pm:243) [Thu Aug 23 10:02:14 2007] [error]: Could not record email: Message not recorded: Permission Denied (/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) [Thu Aug 23 10:02:18 2007] [debug]: About to think about scrips for transaction #684248 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:167) [Thu Aug 23 10:02:18 2007] [debug]: About to prepare scrips for transaction #684248 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:171) [Thu Aug 23 10:02:18 2007] [debug]: Found 0 scrips (/usr/local/rt3/lib/RT/Scrips_Overlay.pm:365) [Thu Aug 23 10:02:18 2007] [debug]: About to commit scrips for transaction #684248 (/usr/local/rt3/lib/RT/Transaction_Overlay.pm:180) [Thu Aug 23 10:02:18 2007] [warning]: Use of uninitialized value in split at /usr/local/rt3/lib/RT/Interface/Web.pm line 1264. (/usr/local/rt3/lib/RT/Interface/Web.pm:1264) [Thu Aug 23 10:02:18 2007] [warning]: Use of uninitialized value in split at /usr/local/rt3/lib/RT/Interface/Web.pm line 1264. (/usr/local/rt3/lib/RT/Interface/Web.pm:1264) Many Thanks for any help Dave *************************************************************************************** Any views expressed in this message are those of the individual sender, except where the sender states them to be the views of Foreshore Limited. This e-mail is intended only for the individual or entity to which it is addressed and contains information that is private and confidential. If you are not the intended recipient you are hereby notified that any dissemination, distribution or copying is strictly prohibited. If you have received this e-mail in error please delete it immediately and advise us by return e-mail to hostmaster at foreshore.net -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: 107082311042202401.gif Type: image/gif Size: 1657 bytes Desc: not available URL: From theillien at yahoo.com Thu Aug 23 07:47:03 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 23 Aug 2007 07:47:03 -0400 Subject: [rt-users] Question on assigning rights Message-ID: <46CD73B7.2030307@yahoo.com> We're currently in the process of revamping our work flow here at work. This includes streamlining our RT queue and rights. The proposal I've made is to create queues for each department and a corresponding group. Each group will have the following rights on the queue for which the group exists: CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Watch Every other group will only have the SeeQueue and CreateTicket rights in order to be able to move tickets around but not take or steal tickets that aren't in their queue. One person in each group will be assigned the WatchAsAdminCc and DelegateRights permissions. Our tentative plan is to automatically set the owner to Nobody and the status to new when a ticket is moved into a different queue. Along with this, an email will be sent out informing the person with the WatchAsAdminCc right. My question is whether or not the above list is sufficient. The way I see it, everything else is more of an "Admin" level right that regular users shouldn't need. As we work out the details I'm sure more will present themselves as useful but not destructive to users. We'll make the determination about them as the need arises. Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From kellermg at potsdam.edu Thu Aug 23 09:56:12 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Thu, 23 Aug 2007 09:56:12 -0400 Subject: [rt-users] Input from any other University or similar In-Reply-To: <46CB65DD.30102@u.washington.edu> References: <46CB65DD.30102@u.washington.edu> Message-ID: <1187877372.19299.93.camel@mlap> Joby, This probably doesn't answer your question, and is mainly just for people searching for "university"/higher-ed deployments. We're using RT for all IT ticketing/tracking on campus. Internally, our people love it. Externally, there has been some confusion with e-mails coming from people (eg. me) but not from my e-mail address: But that's a bootstrapping/eduction->re-education->re-re-education issue. In general, the external response has been very positive as well. We're looking hard at how to bring in other non-IT areas that have ticketing and tracking needs. Getting RT to use Oracle RAC as its database is a next step for us, before we can offer the kind of performance and reliability we insist on before bringing others in. I have been playing with having multiple RT application servers in front of a database - The app servers are running differently branded copies of the same RT - So IT looks different from Building & Grounds looks different from Security looks different from ... but they share the tracking database, so ticket numbers never overlap, and there is a common repo for reports to run off, and you can link/refer tickets "across" ticketing systems (B&G needs to electrically wire a room, but needs IT to provide phone/data cabling who in turn need Purchasing to approve a PO ... All using "different" RT instances visually customized for their workflow). -- Matthew Keller Information Security Officer & Network Administrator Computing & Technology Services State University of New York @ Potsdam Potsdam, NY, USA http://mattwork.potsdam.edu/ From rlu at ciklum.net Thu Aug 23 09:24:29 2007 From: rlu at ciklum.net (Ruslan Lutcenko) Date: Thu, 23 Aug 2007 16:24:29 +0300 Subject: [rt-users] RT send mail problem with smtpsend.pm Message-ID: <46CD8A8D.4020207@ciklum.net> With RT 3.6.4 on Gentoo server: RT system does not sends mail messages. When I create new ticket or post comment - rt.log shows following messages: Aug 23 14:28:23 metis RT: Scrip Commit 2 died. - Can't locate Mail/Mailer/smtpsend.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /home/httpd/perl /etc/perl /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/site_perl/5.8.8/i686-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/5.8.8/i686-linux-thread-multi /usr/lib/perl5/5.8.8 /usr/local/lib/site_perl . /usr/lib/apache2) at (eval 957) line 3. Stack: [(eval 957):3] [blib/lib/Mail/Internet.pm (autosplit into blib/lib/auto/Mail/Internet/send.al):651] [/opt/rt3/lib/RT/Action/SendEmail.pm:349] [/opt/rt3/lib/RT/Action/SendEmail.pm:267] [/opt/rt3/lib/RT/Action/SendEmail.pm:105] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:242] [/opt/rt3/lib/RT/Scrip_Overlay.pm:507] [/opt/rt3/lib/RT/Scrips_Overlay.pm:195] [/opt/rt3/lib/RT/Transaction_Overlay.pm:181] [/opt/rt3/lib/RT/Record.pm:1446] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3098] [/opt/rt3/lib/RT/Interface/Web.pm:1159] [/opt/rt3/share/html/Ticket/Display.html:153] [/opt/rt3/share/html/Ticket/Update.html:218] [/opt/rt3/share/html/autohandler:291] (/opt/rt3/lib/RT/Scrip_Overlay.pm:515) As i see Mail::Mailer module does not contains smtpsend.pm. make testdeps says that "Everything was found" I need advice.Please. From X2TWLUTZ at southernco.com Thu Aug 23 10:50:09 2007 From: X2TWLUTZ at southernco.com (Lutz, Thomas W.) Date: Thu, 23 Aug 2007 10:50:09 -0400 Subject: [rt-users] Upgrading from 3.4.0 to 3.6.4 Script Message-ID: <269AA1CDDE5D514FAFFA712CB9996FC40111FE12@GAXGPEX32.southernco.com> Does anyone have a script to upgrade RT to the latest version, 3.6.4? Current RT: 3.4.0 OS: Windows XP-SP2 Tom Lutz Business Systems Analyst Georgia Power Company Bin 71020 43 Executive Park East Atlanta, GA 30329 (Phone) 404.929.5059 (Cell) 404.473.0637 (Pager) 888.629.2110 (Radio) 1*60*6439 -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Thu Aug 23 11:15:52 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Thu, 23 Aug 2007 17:15:52 +0200 Subject: [rt-users] Help with html/rt page Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03948BFFC1@w3hamboex11.ger.win.int.kn> Hi RT Users, i think i'm a little lost in RT Coding Space. I have create a html page inside rt/local/html directory. This is working fine so far. Now I try to embed some perl code and for this I grabbed something like this from another page to have an idea how the RT guys doing this: %# %# END BPS TAGGED BLOCK }}} <& /Admin/Elements/Header, Title => loc('RT Administration') &> <& /Admin/Elements/Tabs, Title => loc('RT Administration') &> <%init> Now I have tried to implement this in my page: <& /Elements/Header, Title => loc("Request for Change"), Refresh => $session{'home_refresh_interval'} &> <& /RFC/Elements/Tabs, current_tab => 'index.html', Title => loc("Request For Change") &> . . . Some html code . . %if ($HasMemberBA) { Business Application Change %} else { Business Application %} > > > > %if ($HasMemberBA) { > > Business Application Change > > %} else { > > href="mailto:mail at company.com?cc=admin at company.com&subject=Access%20to%20RfC%20Type%20Business%20Application%20needed">Business > Application > > %} > > > > % if ($HasMemberBA) { Business Application Change % } else { Business Application % } Same result... I'm not sure what I'm doing wrong :-( -- Thanks in advance .... : Torsten Brumm : : Kuehne + Nagel : HAM - MI-ID : : Bauerbergweg 23-25 : 22111 Hamburg : : +49 (40) 30333 3199 : +49 (40) 30333 44 3199 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -----Urspr?ngliche Nachricht----- Von: Juan Carlos Montes [mailto:itachi.dsd at gmail.com] Gesendet: Freitag, 24. August 2007 01:28 An: Ham MI-ID, Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Help with html/rt page Hi Torsten, I think that the problem is that you dont put a space between % and if You have %if ($HasMemberBA) { When must be % if ($HasMemberBA) { Regards, INTECO-CERT Juan Carlos Montes Analista de Seguridad Ham MI-ID, Torsten Brumm escribi?: > > Hi RT Users, > > > > i think i'm a little lost in RT Coding Space. > > > > I have create a html page inside rt/local/html directory. This is > working fine so far. Now I try to embed some perl code and for this I > grabbed something like this from another page to have an idea how the > RT guys doing this: > > > > %# > > %# END BPS TAGGED BLOCK }}} > > <& /Admin/Elements/Header, Title => loc('RT Administration') &> > > <& /Admin/Elements/Tabs, Title => loc('RT Administration') &> > > > > > > <%init> > > > > Now I have tried to implement this in my page: > > > > <& /Elements/Header, > > Title => loc("Request for Change"), > > Refresh => $session{'home_refresh_interval'} &> > > <& /RFC/Elements/Tabs, > > current_tab => 'index.html', > > Title => loc("Request For Change") &> > > > > . > > . > > . > > Some html code > > . > > . > > > > > > %if ($HasMemberBA) { > > Business Application Change > > %} else { > > href="mailto:mail at company.com?cc=admin at company.com&subject=Access%20to%20RfC%20Type%20Business%20Application%20needed">Business > Application > > %} > > > >