From max.clark at gmail.com Sat Dec 1 00:30:18 2007 From: max.clark at gmail.com (Max Clark) Date: Fri, 30 Nov 2007 21:30:18 -0800 Subject: [rt-users] Autoassign User based on Email Address Message-ID: <2fa1e1780711302130s7bce0b0ck8b76bfe0aff29f23@mail.gmail.com> Hello, I am looking for a way to autoassign a user based on the email address. So the queue would still be "support" but emails sent to user at rt would be opened in the support queue assigned to "user". Can this be done with mailgate? Thanks, Max From jan.grant at bristol.ac.uk Sat Dec 1 08:45:22 2007 From: jan.grant at bristol.ac.uk (Jan Grant) Date: Sat, 1 Dec 2007 13:45:22 +0000 (GMT) Subject: [rt-users] Is lib/RT/Queues_Overlay.pm AddRecord a bug? In-Reply-To: <4750498B.7010008@lbl.gov> References: <20071130120640.O83722@tribble.ilrt.bris.ac.uk> <4750498B.7010008@lbl.gov> Message-ID: <20071201133008.D9497@tribble.ilrt.bris.ac.uk> On Fri, 30 Nov 2007, Kenneth Crocker wrote: > Jan, > > > My understanding of the "SeeQueue" and "CreateTicket" rights are that > they are related/coupled when creating ticket via WebUI. It's the same thing > as granting "CreateTicket" globally but also needing the email/correspondence > address of any queue you want to create a ticket in using self-service. In > other words, granting the "SeeQueue" right to a group for a queue accomplishes > the same filtering effect for creating a ticket via WebUI as giving/witholding > the email/correspond address to a queue from a user so they can/can't create > tickets via email (unless you have given them the ability to "SeeConfigTab", > which would be highly unlikely/unwise for someone who should only be creating > tickets). It makes sense to me and I don't see it as broken. As to your idea > of granting "SeeQueue" on a "group only to queue" basis sounds like the right > approach. Nothing broken and no need for changes to code. Hope this helps. Understood. As Todd points out: > In more versions of RT 3.6.x (all?) you can customizer per-user what > queues show up under Quick Search. This would be much better than > trying to monkey with rights. ... which is ok, although we're using a customised interface that dates from the 3.4 era. I'll look into the possibility of shifting our local changes into a 3.6-based interface. I'm still interested in using a new right (which we can manage for large groups of users rather than on a per-user basis) to control the Elements/QuickSearch selection. Is this as straightforward as I think it should be? Cheers, jan -- jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/ Tel +44 (0)117 3317661 http://ioctl.org/jan/ Random act of violence against bread: whole pint. -- extract from the "Hawk the Slayer" drinking game From ketema at ketema.net Sat Dec 1 12:46:17 2007 From: ketema at ketema.net (Ketema Harris) Date: Sat, 1 Dec 2007 12:46:17 -0500 Subject: [rt-users] GD Dependancy for RT 3.6.3 Message-ID: I am attempting to install RT 3.6.3 on Gentoo. It is failing and tells me the perl GD module is missing, but CPAN and portage tell me that I have GD version 2.35 installed. Here what I have done: 1) I searched teh list archives and managed to find a similar issue at thread: http://www.gossamer-threads.com/lists/rt/users/63465?search_string=GD% 20is%20up%20to%20date;#63465 This user appears to not have received an answer to her post. I emailed her directly in hopes of receiving an answer, but have not gotten one yet. 2) I found other posts that address the issue of RT thinking a newer module does not satisfy the dependency it wants. THe solution in this thread was to install any way and it would still work. So my questions are: A) Can anyone tell me what version of GD RT wants so I can install that version. B) How can I force install RT and attempt to use the version of GD I have installed, if Above is not possible ? Thank You! From tlviewer at yahoo.com Sat Dec 1 17:12:41 2007 From: tlviewer at yahoo.com (Mark Pryor) Date: Sat, 1 Dec 2007 14:12:41 -0800 (PST) Subject: [rt-users] mod_perl startup.pl scripts Message-ID: <319841.44775.qm@web33608.mail.mud.yahoo.com> hello, Running rt3 3.6.3 on CentOS 5 with mysql/mod_perl2 The config, /etc/httpd/conf.d/rt3.conf has a perlrequire on /usr/sbin/webmux.pl If any of you are running mod_perl2, what kind of startup script is perlrequire'd in /etc/httpd/conf.d/perl.conf (or whatever config your sys has)? If you have other mod_perl2 based LAMP apps setup on your server, do you take any special action to combine, merge, or edit your mod_perl2 startup scripts? If you have a bias against using mod_perl2, save your reply for Windows NG's. Feel free to post a sample mod_perl-startup.pl -- Mark ____________________________________________________________________________________ Get easy, one-click access to your favorites. Make Yahoo! your homepage. http://www.yahoo.com/r/hs From Holger.Haase at stepstone.de Sun Dec 2 04:08:03 2007 From: Holger.Haase at stepstone.de (Holger Haase) Date: Sun, 2 Dec 2007 10:08:03 +0100 Subject: [rt-users] Attachments on reply Message-ID: <22C8573C220A324BAB1F531746686C58C6F9FA@DE-2K3EX-DUS01.stepstone.asa> Hi all, Is there any way forwarding attachments when replying in addition to store them in the ticket? I use RT3.4.6 Thanks in advance, Holger. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Sun Dec 2 10:17:29 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sun, 2 Dec 2007 16:17:29 +0100 Subject: [rt-users] Web and Encoding on RedHat EL5 In-Reply-To: <20071127152100.GQ8141@easter-eggs.com> References: <20071127152100.GQ8141@easter-eggs.com> Message-ID: <20071202151729.GB19695@easter-eggs.com> On Tue, Nov 27, 2007 at 04:21:00PM +0100, Emmanuel Lacour wrote: > Hi, > > I try to setup my RT on an ES5, all is working fine, except when I try > to update fields (like queues descriptions) via the wen interface with > non ascii chars. The result seems to be a mix of UTF-8 / ISO8859-1 :( > > Same setup worked on RH ES4. > > > It's running with mod_perl2, DefaultCharset is ok in apache (UTF-8) > database (Oracle 10g) is also ok (NLS_...). > After configuring fastcgi instead of mod_perl2, it works :( So I will continue investigate with mod_perl2. From elacour at easter-eggs.com Sun Dec 2 10:55:42 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sun, 2 Dec 2007 16:55:42 +0100 Subject: [rt-users] Web and Encoding on RedHat EL5 In-Reply-To: <20071202151729.GB19695@easter-eggs.com> References: <20071127152100.GQ8141@easter-eggs.com> <20071202151729.GB19695@easter-eggs.com> Message-ID: <20071202155542.GC19695@easter-eggs.com> On Sun, Dec 02, 2007 at 04:17:29PM +0100, Emmanuel Lacour wrote: > > After configuring fastcgi instead of mod_perl2, it works :( > > So I will continue investigate with mod_perl2. > I can't find the source of this problem, so I will continue using fastcgi, sorry for mod_perl2 ;) From JoopvandeWege at mococo.nl Sun Dec 2 16:11:06 2007 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Sun, 02 Dec 2007 22:11:06 +0100 Subject: [rt-users] Web and Encoding on RedHat EL5 In-Reply-To: <20071202155542.GC19695@easter-eggs.com> References: <20071127152100.GQ8141@easter-eggs.com> <20071202151729.GB19695@easter-eggs.com> <20071202155542.GC19695@easter-eggs.com> Message-ID: <47531F6A.1020505@mococo.nl> Emmanuel Lacour wrote: > On Sun, Dec 02, 2007 at 04:17:29PM +0100, Emmanuel Lacour wrote: >> After configuring fastcgi instead of mod_perl2, it works :( >> >> So I will continue investigate with mod_perl2. >> > > I can't find the source of this problem, so I will continue using > fastcgi, sorry for mod_perl2 ;) I had to use the following line in /etc/init.d/apache2, and I'm using mod_perl2 (ubuntu 7.04) ENV="env -i LANG=C PATH=/usr/local/bin:/usr/bin:/bin NLS_LANG=AMERICAN_AMERICA.UTF8" Its one line and I added the NLS_LANG part. Without it I had problems with ? etc. Joop From david.hobley at mionegroup.com Sun Dec 2 18:44:42 2007 From: david.hobley at mionegroup.com (David Hobley) Date: Mon, 3 Dec 2007 09:44:42 +1000 (EST) Subject: [rt-users] Re: Groups and LDAP In-Reply-To: <474ED35B.40304@divms.uiowa.edu> Message-ID: <33089941.321491196639082217.JavaMail.root@mail.onegrp.com> Karl, I had a look at this, but this really relates to ticket creation. What I am after is for RT to assign group membership based on LDAP group membership. I have a bunch of groups set up within RT and it would be great if users that get auto created from LDAP also get their group memberships created. MediaWiki does this well - on logon, it queries for LDAP group membership and adds/deletes users in the relevant (local) group based on that membership. Unless I have misunderstood that page of course ;-) Cheers, David ----- Original Message ----- From: "Karl Boyken" To: rt-users at lists.bestpractical.com Sent: Friday, 30 November 2007 12:57:31 AM (GMT+1000) Australia/Brisbane Subject: [rt-users] Re: Groups and LDAP >> > Hello, >> > >> > is there any addon that allows to synchronize RT groups with LDAP groups? >> > >> > Best regards >> > >> > M.A. I ran across this just yesterday: http://wiki.bestpractical.com/view/ApproximateSeparateQueues It describes a method to use some custom fields in LDAP, but you could as easily use groups. Karl -- Karl Boyken, system administrator karl-boyken at uiowa.edu 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) -- Cheers, David Hobley IT Manager Creators of Miessence, MiVitality and MiEnviron Phone: +61 (7) 5582 7020 Fax: +61 (7) 5539 6719 USA Fax 1800 840 0827 Email : david.hobley at mionegroup.com Website: www.mionegroup.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Mon Dec 3 02:54:14 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 3 Dec 2007 08:54:14 +0100 Subject: [rt-users] Web and Encoding on RedHat EL5 In-Reply-To: <47531F6A.1020505@mococo.nl> References: <20071127152100.GQ8141@easter-eggs.com> <20071202151729.GB19695@easter-eggs.com> <20071202155542.GC19695@easter-eggs.com> <47531F6A.1020505@mococo.nl> Message-ID: <20071203075414.GA2880@easter-eggs.com> On Sun, Dec 02, 2007 at 10:11:06PM +0100, Joop van de Wege wrote: > NLS_LANG=AMERICAN_AMERICA.UTF8" > > Its one line and I added the NLS_LANG part. Without it I had problems > with ? etc. > It works :)) Thanks you very much! Under RH, I added exactly the same ENV as RT does in lib/RT/Handle.pm, in /etc/sysconfig/httpd: export NLS_LANG="AMERICAN_AMERICA.AL32UTF8" export NLS_NCHAR="AL32UTF8" -- Emmanuel Lacour From elacour at easter-eggs.com Mon Dec 3 09:59:29 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 3 Dec 2007 15:59:29 +0100 Subject: [rt-users] HasRight called with no valid object In-Reply-To: <20071130091426.GF4983@easter-eggs.com> References: <20071130091426.GF4983@easter-eggs.com> Message-ID: <20071203145928.GB29307@easter-eggs.com> On Fri, Nov 30, 2007 at 10:14:27AM +0100, Emmanuel Lacour wrote: > Ehlo, > > I have this curious message when running the follwing script on rt > 3.6.3/RH4/Oracle9/DBIx::SearchBuilder 1.49 (with patch groupclause): > > [crit]: HasRight called with no valid object > (/pkg/rt/rt/lib/RT/Principal_Overlay.pm:321) > > It happen many times for SetPrivileged(0), but at the end, the function > succeed, the user is no longer Privileged. > I didn't checked the logs enough, there is lintes about RT::FM::... each tiem HasRight Failed: [Mon Dec 3 13:22:31 2007] [warning]: RT::ACE=HASH(0xb11c108) -> Object called for an object of an unknown type:RT::FM::Class (/pkg/rt/rt/lib/RT/ACE_Overlay.pm:814) -- Emmanuel Lacour From slackamp at gmail.com Mon Dec 3 10:44:24 2007 From: slackamp at gmail.com (slamp slamp) Date: Mon, 3 Dec 2007 10:44:24 -0500 Subject: [rt-users] Difference between a ticket AdminCc and queue AdminCc Message-ID: <78926d250712030744s28cf7080vbca453f27af2f1a5@mail.gmail.com> Is there a way to distinguish if the AdminCc belongs to the ticket AdminCc or the queue AdminCc? Are they the same? We have an AdminCc group for a queue. We want to set corresponders as an AdminCc so they get Bcc'd instead of Cc'd. If I create a Scrip that says notify AdminCc on correspond, will RT send to the ticket AdminCc or the queue AdminCc? I don't know if I am making any sense but please help me clear this up. currently all corresponders are added as Cc's and they show up in the customers Cc list which we do not want. How can we avoid this? From todd at chaka.net Mon Dec 3 10:46:13 2007 From: todd at chaka.net (Todd Chapman) Date: Mon, 3 Dec 2007 10:46:13 -0500 Subject: [rt-users] Difference between a ticket AdminCc and queue AdminCc In-Reply-To: <78926d250712030744s28cf7080vbca453f27af2f1a5@mail.gmail.com> References: <78926d250712030744s28cf7080vbca453f27af2f1a5@mail.gmail.com> Message-ID: <519782dc0712030746s3f91b69o1ec215d6f1440538@mail.gmail.com> They are treated equally when making ACL and email decisions. ---------------- Now playing: French Connection - Monte Carlo http://foxytunes.com/artist/french+connection/track/monte+carlo On 12/3/07, slamp slamp wrote: > Is there a way to distinguish if the AdminCc belongs to the ticket > AdminCc or the queue AdminCc? Are they the same? > > We have an AdminCc group for a queue. > > We want to set corresponders as an AdminCc so they get Bcc'd instead of Cc'd. > > If I create a Scrip that says notify AdminCc on correspond, will RT > send to the ticket AdminCc or the queue AdminCc? > > I don't know if I am making any sense but please help me clear this up. > > > currently all corresponders are added as Cc's and they show up in the > customers Cc list which we do not want. How can we avoid this? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sturner at MIT.EDU Mon Dec 3 11:23:36 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 03 Dec 2007 11:23:36 -0500 Subject: [rt-users] Bug or Feature - Resolved Date sticky Message-ID: <6.2.3.4.2.20071203111651.03aa7988@po14.mit.edu> One of our users reported a "bug" - if a resolved ticket is re-opened, the "Closed" remains set to the date of the original resolution. I can't make my mind up whether this is a bug or a feature. Does anyone have an opinion on this? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From jesse at bestpractical.com Mon Dec 3 11:25:26 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Dec 2007 11:25:26 -0500 Subject: [rt-users] Bug or Feature - Resolved Date sticky In-Reply-To: <6.2.3.4.2.20071203111651.03aa7988@po14.mit.edu> References: <6.2.3.4.2.20071203111651.03aa7988@po14.mit.edu> Message-ID: <20071203162525.GH30165@bestpractical.com> On Mon, Dec 03, 2007 at 11:23:36AM -0500, Stephen Turner wrote: > One of our users reported a "bug" - if a resolved ticket is > re-opened, the "Closed" remains set to the date of the original > resolution. I can't make my mind up whether this is a bug or a > feature. Does anyone have an opinion on this? It does generally seem to be useful to me. "Find all open tickets with a resolved date" will tell me what's been reopened ;) > > Thanks, > Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From rharper at epiccycle.com Mon Dec 3 14:02:26 2007 From: rharper at epiccycle.com (Robert Harper) Date: Mon, 3 Dec 2007 11:02:26 -0800 Subject: [rt-users] Initial Configuration Message-ID: <4D4194969462114288CC3D2F4299FBAB01797C8C@eci1-002.eci.com> Installing RT for the first time and once I attempt to launch the site I get the following error. error: RT couldn't store your session. This may mean that that the directory '/opt/rt3/var/session_data' isn't writable or a database table is missing or corrupt. context: ... 96: }; 97: } 98: 99: if ($@) { 100: die loc("RT couldn't store your session.") . "\n" 101: . loc( 102: "This may mean that that the directory '[_1]' isn't writable or a database table is missing or corrupt.", 103: $RT::MasonSessionDir 104: ) ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:100 /opt/rt3/share/html/autohandler:120 -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Mon Dec 3 14:31:04 2007 From: vivek at khera.org (Vivek Khera) Date: Mon, 3 Dec 2007 14:31:04 -0500 Subject: [rt-users] RT related Postgres question In-Reply-To: <20071130193156.GZ1837@it.is.rice.edu> References: <47502B67.9080408@bath.ac.uk> <20071130193156.GZ1837@it.is.rice.edu> Message-ID: <0402C668-4CAC-40AE-A634-3E048BDC25ED@khera.org> On Nov 30, 2007, at 2:31 PM, Kenneth Marshall wrote: > Here is a list of indexes that we use here. Check your schema > to see if you are missing any. You should not be getting a > sequential scan. sequential scans are not automatically bad. if your result set is more than a certain percentage of the whole table, it is more efficient to scan the table than to do the extra disk seeks of going back and forth to the index file too. having too many indexes is bad, as you have just added a *lot* of overhead for every insert/update/delete in that you must update all the extra indexes. there is some fine balance in between, which takes a lot of experience and analysis to find. From vivek at khera.org Mon Dec 3 14:53:15 2007 From: vivek at khera.org (Vivek Khera) Date: Mon, 3 Dec 2007 14:53:15 -0500 Subject: [rt-users] Initial Configuration In-Reply-To: <4D4194969462114288CC3D2F4299FBAB01797C8C@eci1-002.eci.com> References: <4D4194969462114288CC3D2F4299FBAB01797C8C@eci1-002.eci.com> Message-ID: <367FD7B3-EB97-47D7-B314-42B102E8663A@khera.org> On Dec 3, 2007, at 2:02 PM, Robert Harper wrote: > Installing RT for the first time and once I attempt to launch the > site I get the following error. > > > error: RT couldn't store your session. > This may mean that that the directory '/opt/rt3/var/session_data' > isn't writable or a database table is missing or corrupt. > so is /opt/rt3/var/session_data not writable? did you configure RT to use the DB for sessions? is that DB busted? -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Mon Dec 3 14:54:46 2007 From: vivek at khera.org (Vivek Khera) Date: Mon, 3 Dec 2007 14:54:46 -0500 Subject: [rt-users] RT related Postgres question In-Reply-To: <20071130193156.GZ1837@it.is.rice.edu> References: <47502B67.9080408@bath.ac.uk> <20071130193156.GZ1837@it.is.rice.edu> Message-ID: > > CREATE INDEX objectcustomfieldvalues1 ON objectcustomfieldvalues > USING btree (customfield, objecttype, objectid, content); > CREATE INDEX objectcustomfieldvalues2 ON objectcustomfieldvalues > USING btree (customfield, objecttype, objectid); The second index is redundant to the first. Depending on how the indexes are used (ie, all columns, or just some subset), if you reorder the columns, you can make the third index on this table redundant too. Similarly, your attachments1 index is redundant to attachments3. Also depending on how tickets1 index gets used swapping the order and removing tickets4 may be more efficient overall, as well. In general, if you're index columns list is a prefix of another index's, then it is a redundant index. This does not necessarily hold true for UNIQUE indexes, but often they are good enough even then. Ie, if the difference is within a percentage or two of time used, then you benefit over time by having one fewer index to update on row changes/inserts. From jra at baylink.com Mon Dec 3 14:59:31 2007 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 3 Dec 2007 14:59:31 -0500 Subject: [rt-users] RT related Postgres question In-Reply-To: <0402C668-4CAC-40AE-A634-3E048BDC25ED@khera.org> References: <47502B67.9080408@bath.ac.uk> <20071130193156.GZ1837@it.is.rice.edu> <0402C668-4CAC-40AE-A634-3E048BDC25ED@khera.org> Message-ID: <20071203195931.GC25545@cgi.jachomes.com> On Mon, Dec 03, 2007 at 02:31:04PM -0500, Vivek Khera wrote: > having too many indexes is bad, as you have just added a *lot* of > overhead for every insert/update/delete in that you must update all > the extra indexes. > > there is some fine balance in between, which takes a lot of experience > and analysis to find. And that's why Oracle DBAs make $90K+ a year... Cheers, -- jra -- Jay R. Ashworth Baylink jra at baylink.com Designer The Things I Think RFC 2100 Ashworth & Associates http://baylink.pitas.com '87 e24 St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 Witty slogan redacted until AMPTP stop screwing WGA From KFCrocker at lbl.gov Mon Dec 3 15:22:03 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 03 Dec 2007 12:22:03 -0800 Subject: [rt-users] Difference between a ticket AdminCc and queue AdminCc In-Reply-To: <519782dc0712030746s3f91b69o1ec215d6f1440538@mail.gmail.com> References: <78926d250712030744s28cf7080vbca453f27af2f1a5@mail.gmail.com> <519782dc0712030746s3f91b69o1ec215d6f1440538@mail.gmail.com> Message-ID: <4754656B.50401@lbl.gov> Todd, Your reply made me think. If I have a queue watcher Admincc set up with the right to "AdminQueue", does your answer mean that if I add a name to the TICKET AdminCc that this person will now have the right to "AdminQueue"? I don't think that is right. I do not think that the ACL is the same. email yes. Unless you are referring to ACL decisions ABOUT email, then I agree. Kenn LBNL On 12/3/2007 7:46 AM, Todd Chapman wrote: > They are treated equally when making ACL and email decisions. > > ---------------- > Now playing: French Connection - Monte Carlo > http://foxytunes.com/artist/french+connection/track/monte+carlo > > On 12/3/07, slamp slamp wrote: >> Is there a way to distinguish if the AdminCc belongs to the ticket >> AdminCc or the queue AdminCc? Are they the same? >> >> We have an AdminCc group for a queue. >> >> We want to set corresponders as an AdminCc so they get Bcc'd instead of Cc'd. >> >> If I create a Scrip that says notify AdminCc on correspond, will RT >> send to the ticket AdminCc or the queue AdminCc? >> >> I don't know if I am making any sense but please help me clear this up. >> >> >> currently all corresponders are added as Cc's and they show up in the >> customers Cc list which we do not want. How can we avoid this? >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Mon Dec 3 15:32:39 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 03 Dec 2007 12:32:39 -0800 Subject: [rt-users] RT 3.6.4 signon repeats Message-ID: <475467E7.6090304@lbl.gov> To all, When RT first went to 3.6.1 there was a problem with people having to sign in a second time with the first selection of a navigation choice. I remember seeing a resolution on that. I am currently testing 3.6.4 and have come upon this activity regularly. Is there a patch that needs to be re-applied? Thanks. Kenn LBNL From ghenry at suretecsystems.com Mon Dec 3 15:25:23 2007 From: ghenry at suretecsystems.com (Gavin Henry) Date: Mon, 3 Dec 2007 20:25:23 -0000 (GMT) Subject: [rt-users] Removing commands in final ticket using RT-Extension-CommandByMail Message-ID: <56578.212.159.59.85.1196713523.squirrel@webmail.suretecsystems.com> Hi All, When using this, does anyone know how to exclude any of the commands in the final ticket? For example, creating a new ticket with the following in it: AddAdminCc: blah at blah.com obviously shows in the new ticket. Thanks, Gavin. From todd at chaka.net Mon Dec 3 15:41:22 2007 From: todd at chaka.net (Todd Chapman) Date: Mon, 3 Dec 2007 15:41:22 -0500 Subject: [rt-users] Difference between a ticket AdminCc and queue AdminCc In-Reply-To: <4754656B.50401@lbl.gov> References: <78926d250712030744s28cf7080vbca453f27af2f1a5@mail.gmail.com> <519782dc0712030746s3f91b69o1ec215d6f1440538@mail.gmail.com> <4754656B.50401@lbl.gov> Message-ID: <519782dc0712031241p219e8cfckc880200fb1fbfa49@mail.gmail.com> You are correct. I meant ACL decisions regarding the ticket. ---------------- Now playing: The White Stripes - Stop Breaking Down http://foxytunes.com/artist/the+white+stripes/track/stop+breaking+down On 12/3/07, Kenneth Crocker wrote: > Todd, > > > Your reply made me think. If I have a queue watcher Admincc set up with > the right to "AdminQueue", does your answer mean that if I add a name to > the TICKET AdminCc that this person will now have the right to > "AdminQueue"? I don't think that is right. I do not think that the ACL > is the same. email yes. Unless you are referring to ACL decisions ABOUT > email, then I agree. > > > Kenn > LBNL > > On 12/3/2007 7:46 AM, Todd Chapman wrote: > > They are treated equally when making ACL and email decisions. > > > > ---------------- > > Now playing: French Connection - Monte Carlo > > http://foxytunes.com/artist/french+connection/track/monte+carlo > > > > On 12/3/07, slamp slamp wrote: > >> Is there a way to distinguish if the AdminCc belongs to the ticket > >> AdminCc or the queue AdminCc? Are they the same? > >> > >> We have an AdminCc group for a queue. > >> > >> We want to set corresponders as an AdminCc so they get Bcc'd instead of Cc'd. > >> > >> If I create a Scrip that says notify AdminCc on correspond, will RT > >> send to the ticket AdminCc or the queue AdminCc? > >> > >> I don't know if I am making any sense but please help me clear this up. > >> > >> > >> currently all corresponders are added as Cc's and they show up in the > >> customers Cc list which we do not want. How can we avoid this? > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >> > >> If you sign up for a new RT support contract before December 31, we'll take > >> up to 20 percent off the price. This sale won't last long, so get in touch today. > >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. > >> > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: 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 > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, we'll take > > up to 20 percent off the price. This sale won't last long, so get in touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > From KFCrocker at lbl.gov Mon Dec 3 17:24:07 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 03 Dec 2007 14:24:07 -0800 Subject: [rt-users] Difference between a ticket AdminCc and queue AdminCc In-Reply-To: <519782dc0712031241p219e8cfckc880200fb1fbfa49@mail.gmail.com> References: <78926d250712030744s28cf7080vbca453f27af2f1a5@mail.gmail.com> <519782dc0712030746s3f91b69o1ec215d6f1440538@mail.gmail.com> <4754656B.50401@lbl.gov> <519782dc0712031241p219e8cfckc880200fb1fbfa49@mail.gmail.com> Message-ID: <47548207.6080302@lbl.gov> Todd, Kool. Then we are in agreement, which makes me feel better. Thanks. Kenn LBNL On 12/3/2007 12:41 PM, Todd Chapman wrote: > You are correct. I meant ACL decisions regarding the ticket. > > ---------------- > Now playing: The White Stripes - Stop Breaking Down > http://foxytunes.com/artist/the+white+stripes/track/stop+breaking+down > > On 12/3/07, Kenneth Crocker wrote: >> Todd, >> >> >> Your reply made me think. If I have a queue watcher Admincc set up with >> the right to "AdminQueue", does your answer mean that if I add a name to >> the TICKET AdminCc that this person will now have the right to >> "AdminQueue"? I don't think that is right. I do not think that the ACL >> is the same. email yes. Unless you are referring to ACL decisions ABOUT >> email, then I agree. >> >> >> Kenn >> LBNL >> >> On 12/3/2007 7:46 AM, Todd Chapman wrote: >>> They are treated equally when making ACL and email decisions. >>> >>> ---------------- >>> Now playing: French Connection - Monte Carlo >>> http://foxytunes.com/artist/french+connection/track/monte+carlo >>> >>> On 12/3/07, slamp slamp wrote: >>>> Is there a way to distinguish if the AdminCc belongs to the ticket >>>> AdminCc or the queue AdminCc? Are they the same? >>>> >>>> We have an AdminCc group for a queue. >>>> >>>> We want to set corresponders as an AdminCc so they get Bcc'd instead of Cc'd. >>>> >>>> If I create a Scrip that says notify AdminCc on correspond, will RT >>>> send to the ticket AdminCc or the queue AdminCc? >>>> >>>> I don't know if I am making any sense but please help me clear this up. >>>> >>>> >>>> currently all corresponders are added as Cc's and they show up in the >>>> customers Cc list which we do not want. How can we avoid this? >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>> >>>> If you sign up for a new RT support contract before December 31, we'll take >>>> up to 20 percent off the price. This sale won't last long, so get in touch today. >>>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>>> >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, we'll take >>> up to 20 percent off the price. This sale won't last long, so get in touch today. >>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > From tlviewer at yahoo.com Mon Dec 3 20:47:03 2007 From: tlviewer at yahoo.com (Mark Pryor) Date: Mon, 3 Dec 2007 17:47:03 -0800 (PST) Subject: [rt-users] how to let new user see a queue Message-ID: <9741.40059.qm@web33605.mail.mud.yahoo.com> hello, I got my mod_perl-startup.pl issues straightened out. running rt3 3.6.3 on Centos 5 with mysql5/mod_perl2/httpd2 When I log in as root I can see all unowned tickets in all queues (there are only 2 so far). I created a new user and granted rights log in with grant option. However, this user doesn't see any queues, not the unowned tickets. How do I open up rights for a new user? -- Mark ____________________________________________________________________________________ Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping From JRamon.Alfageme at a-e.es Tue Dec 4 02:50:23 2007 From: JRamon.Alfageme at a-e.es (=?iso-8859-1?Q?Juan_Ram=F3n_Alfageme_Mata?=) Date: Tue, 4 Dec 2007 08:50:23 +0100 Subject: [rt-users] Problem in Attachments with special characters - RT 3.6.4 Message-ID: <5383F55524AE6748B360645F92DCCB3F018AD1BE@ALHM3SRV.ae.local> Usually there is no problem with attachments, for example the next attachment link is loaded correctly, we can access it from web interface without issue: Content-Description: 1prueba prueba.xlsx content-type: application/octet-stream; name="1prueba prueba.xlsx" content-disposition: attachment; filename="1prueba prueba.xlsx" Content-Transfer-Encoding: base64 Content-Length: 8643 Download 1prueba prueba.xlsx [application/octet-stream 8.4k] Content-Description: 2pruebapr?eba.xls Message body not shown because it is too large or is not plain text. But if attachment filename has an iso-8859-1 character in it's filename link it's not correctly generated, attachment name is defined ad untitled and cannot be loaded, also email notification send attachment with incorrect name and .DAT extension: Content-Description: 2pruebapr?eba.xls Content-Type: name="2pruebapr?eba.xls" Content-Disposition: filename="2pruebapr?eba.xls" Content-Transfer-Encoding: base64 Content-Length: 22016 Download (untitled) [name="2pruebapr 21.5k] Message body not shown because it is too large or is not plain text. Content-Description: 3prueba pr?eba.xls Content-Type: name="3prueba pr?eba.xls" Content-Disposition: filename="3prueba pr?eba.xls" Content-Transfer-Encoding: base64 Content-Length: 22016 Download (untitled) [name="3prueba 21.5k] Message body not shown because it is too large or is not plain text. Any idea on how to fix it? Thanks for your support. From npf at eurotux.com Tue Dec 4 04:58:43 2007 From: npf at eurotux.com (Nuno Fernandes) Date: Tue, 4 Dec 2007 09:58:43 +0000 Subject: [rt-users] Problem in canned reply Message-ID: <200712040958.43635.npf@eurotux.com> Hi, I'v installed RTFM and activated canned reply in /servicos/rt3/local/html/Callbacks/etux/ /servicos/rt3/local/html/Callbacks/etux/Elements /servicos/rt3/local/html/Callbacks/etux/Elements/MessageBox /servicos/rt3/local/html/Callbacks/etux/Elements/MessageBox/Default /servicos/rt3/local/html/Callbacks/etux/Ticket /servicos/rt3/local/html/Callbacks/etux/Ticket/Update.html /servicos/rt3/local/html/Callbacks/etux/Ticket/Update.html/BeforeMessageBox The combobox of canned reply apear when i try to reply to an email. But when i pick an option a click "GO" to add the reply to the main box it doesn't work. The main textarea remains blank. In the logs i have: [Tue Dec 4 09:53:42 2007] [error]: error: unexpected end of header error: couldn't parse head; error near: teste template (/servicos/rt3/lib/RT/Template_Overlay.pm:338) Any info? Thanks Nuno Fernandes -------------- 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 howie at thingy.com Tue Dec 4 07:55:41 2007 From: howie at thingy.com (Howard Jones) Date: Tue, 04 Dec 2007 12:55:41 +0000 Subject: [rt-users] Merged tickets 'disappearing'? Message-ID: <47554E4D.9020009@thingy.com> Hi Folks, We run RT 3.6.4 currently, and have noticed that if you run a report for tickets in queue X with start dates between Y and Z, then tickets that have been merged (but where both have a start date in the appropriate timespan) don't show up on the report. This is obviously a little irritating for the poor person that compiles performance reports out of RT tickets (happily, this isn't me!). Searching through the list archive I can see some discussion from earlier this year about similar issues with search and merged tickets. However, the Changelog that comes with RT 3.6.5 is near-enough useless unless you have intimate knowledge of the RT development process - is this merging issue resolved in 3.6.5? Is there a more user-friendly changelog? We have just enough local modifications to make me wary of just trying the upgrade, since it'll be a day or so's time to get things back to how they were after the upgrade... thanks in advance for any illumination, Howie From rfh at pipex.net Tue Dec 4 08:27:05 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 04 Dec 2007 13:27:05 +0000 Subject: [rt-users] Business Hours help please Message-ID: <475555A9.9060409@pipex.net> Hi ; Can anyone help me with the code of how to determine the Business Hours between 2 dates: What I got : my $hours = Business::Hours->new(); $hours->business_hours( 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '09:00', End => '17:30' }, 2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' }, 3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' }, 4 => { Name => 'Thursday', Start => '09:00', End => '17:30' }, 5 => { Name => 'Friday', Start => '09:00', End => '17:30' }, 6 => { Name => 'Saturday', Start => undef, End => undef } ); my $wtime = $hours->for_timespan(Start => time(), End => time()+(86400*7)); my $splosh = Dumper($wtime) ; print "$splosh nnn\n"; I get : $VAR1 = bless( { 'negInf' => 0, 'edges' => [ 1196774745, 1196789399, 1196845199, 1196875799, 1196931599, 1196962199, 1197017999, 1197048599, 1197277199, 1197307799, 1197363599, 1197379546 ], 'posInf' => 0, 'empty_string' => \'-' }, 'Set::IntSpan' ); nnn Help please, Thanks; Roy From theillien at yahoo.com Tue Dec 4 08:59:11 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 04 Dec 2007 08:59:11 -0500 Subject: [rt-users] Scrip condition input request In-Reply-To: <519782dc0711261221k70d85d6ag5564c07e5b94d6a9@mail.gmail.com> References: <474AB327.2050406@yahoo.com> <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> <474B27FF.509@yahoo.com> <519782dc0711261221k70d85d6ag5564c07e5b94d6a9@mail.gmail.com> Message-ID: <47555D2F.7060205@yahoo.com> I haven't been able to sort this out. When I move a ticket from our triage queue to our TechOps queue it is still reset to new. Anyone have any thoughts on how to get this working? Condition: On Queue Change Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: Custom action preparation code: return 1; Custom action cleanup code: if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq "Queue") { if ($self->TransactionObj->NewValue eq "TechOps" || $self->TicketObj->Owner != 10) { return 0; }else{ $self->TicketObj->SetStatus('new'); return 1; } } Keep up with me and what I'm up to: http://theillien.blogspot.com From theillien at yahoo.com Tue Dec 4 09:14:18 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 04 Dec 2007 09:14:18 -0500 Subject: [rt-users] Scrip condition input request In-Reply-To: <47555F69.60402@pipex.net> References: <474AB327.2050406@yahoo.com> <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> <474B27FF.509@yahoo.com> <519782dc0711261221k70d85d6ag5564c07e5b94d6a9@mail.gmail.com> <47555D2F.7060205@yahoo.com> <47555F69.60402@pipex.net> Message-ID: <475560BA.8070208@yahoo.com> Thanks. I removed the first 'if' as suggested by both you and Todd (this didn't seem to work before which is why it was still in there after Todd's suggestion). I've tested it on our development server and it seems to do what I think it should. However, I have admin rights so I need to verify with someone who's rights are limited that it is actually working. I've also removed the criteria that the owner not be Nobody as it seems moot for our needs. The NewStatus method makes use of either the queue name or id. Thanks again. Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: > Matthew; > > Why do you need the first if, as your condition is Queue change which > should compensate for : > > if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field > eq "Queue") { > > Also > > $self->TransactionObj->NewValue eq "TechOps" > > I am guessing this should be the Queue Id and not Name, ie number not > label. > > Regards; > Roy > > Mathew Snyder wrote: >> I haven't been able to sort this out. When I move a ticket from our >> triage >> queue to our TechOps queue it is still reset to new. Anyone have any >> thoughts >> on how to get this working? >> >> Condition: On Queue Change >> Action: User Defined >> Template: Global template: Blank >> Stage: TransactionCreate >> >> Custom condition: >> >> Custom action preparation code: >> return 1; >> >> Custom action cleanup code: >> if ($self->TransactionObj->Type eq "Set" && >> $self->TransactionObj->Field eq >> "Queue") { >> if ($self->TransactionObj->NewValue eq "TechOps" || >> $self->TicketObj->Owner != >> 10) { >> return 0; >> }else{ >> $self->TicketObj->SetStatus('new'); >> return 1; >> } >> } >> >> >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll >> take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. Email us at sales at bestpractical.com or call us at +1 >> 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > From rfh at pipex.net Tue Dec 4 09:08:41 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 04 Dec 2007 14:08:41 +0000 Subject: [rt-users] Scrip condition input request In-Reply-To: <47555D2F.7060205@yahoo.com> References: <474AB327.2050406@yahoo.com> <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> <474B27FF.509@yahoo.com> <519782dc0711261221k70d85d6ag5564c07e5b94d6a9@mail.gmail.com> <47555D2F.7060205@yahoo.com> Message-ID: <47555F69.60402@pipex.net> Matthew; Why do you need the first if, as your condition is Queue change which should compensate for : if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq "Queue") { Also $self->TransactionObj->NewValue eq "TechOps" I am guessing this should be the Queue Id and not Name, ie number not label. Regards; Roy Mathew Snyder wrote: > I haven't been able to sort this out. When I move a ticket from our triage > queue to our TechOps queue it is still reset to new. Anyone have any thoughts > on how to get this working? > > Condition: On Queue Change > Action: User Defined > Template: Global template: Blank > Stage: TransactionCreate > > Custom condition: > > Custom action preparation code: > return 1; > > Custom action cleanup code: > if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq > "Queue") { > if ($self->TransactionObj->NewValue eq "TechOps" || $self->TicketObj->Owner != > 10) { > return 0; > }else{ > $self->TicketObj->SetStatus('new'); > return 1; > } > } > > > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From sturner at MIT.EDU Tue Dec 4 09:34:17 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 04 Dec 2007 09:34:17 -0500 Subject: [rt-users] Problem in canned reply In-Reply-To: <200712040958.43635.npf@eurotux.com> References: <200712040958.43635.npf@eurotux.com> Message-ID: <6.2.3.4.2.20071204093052.039f1b18@po14.mit.edu> At Tuesday 12/4/2007 04:58 AM, Nuno Fernandes wrote: >In the logs i have: > >[Tue Dec 4 09:53:42 2007] [error]: error: unexpected end of header > >error: couldn't parse head; error near: >teste template (/servicos/rt3/lib/RT/Template_Overlay.pm:338) > > >Any info? > >Thanks >Nuno Fernandes Hi Nuno, Is the first line of your template blank? I think RT's template parser requires this. Steve From theillien at yahoo.com Tue Dec 4 09:53:39 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 04 Dec 2007 09:53:39 -0500 Subject: [rt-users] Scrip condition input request In-Reply-To: <475560BA.8070208@yahoo.com> References: <474AB327.2050406@yahoo.com> <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> <474B27FF.509@yahoo.com> <519782dc0711261221k70d85d6ag5564c07e5b94d6a9@mail.gmail.com> <47555D2F.7060205@yahoo.com> <47555F69.60402@pipex.net> <475560BA.8070208@yahoo.com> Message-ID: <475569F3.2080402@yahoo.com> Well, I thought I had solved the problem. However, had noticed a potential problem with the way I had it set up: if ($self->TransactionObj->NewValue eq "TechOps") { return 0; }else{ $self->TicketObj->SetStatus('new'); return 1; } I need the status set to new for anything that isn't coming from our triage queue. Right now it looks as if it will avoid being set to new regardless of which queue it comes from. This doesn't work with our policies. I thought that if I modify it to include the old value of the triage queue it would work. But instead, it sets it to new again. if ($self->TransactionObj->OldValue eq "TriageQueue" && $self->TransactionObj->NewValue eq "TechOps") { return 0; }else{ $self->TicketObj->SetStatus('new'); return 1; } I then reset the code to the former value (without the OldValue condition) and now it sets it to new again. I'm so confrused :( Keep up with me and what I'm up to: http://theillien.blogspot.com Mathew Snyder wrote: > Thanks. I removed the first 'if' as suggested by both you and Todd (this didn't > seem to work before which is why it was still in there after Todd's suggestion). > I've tested it on our development server and it seems to do what I think it > should. However, I have admin rights so I need to verify with someone who's > rights are limited that it is actually working. > > I've also removed the criteria that the owner not be Nobody as it seems moot for > our needs. The NewStatus method makes use of either the queue name or id. > > Thanks again. > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Roy El-Hames wrote: >> Matthew; >> >> Why do you need the first if, as your condition is Queue change which >> should compensate for : >> >> if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field >> eq "Queue") { >> >> Also >> >> $self->TransactionObj->NewValue eq "TechOps" >> >> I am guessing this should be the Queue Id and not Name, ie number not >> label. >> >> Regards; >> Roy >> >> Mathew Snyder wrote: >>> I haven't been able to sort this out. When I move a ticket from our >>> triage >>> queue to our TechOps queue it is still reset to new. Anyone have any >>> thoughts >>> on how to get this working? >>> >>> Condition: On Queue Change >>> Action: User Defined >>> Template: Global template: Blank >>> Stage: TransactionCreate >>> >>> Custom condition: >>> >>> Custom action preparation code: >>> return 1; >>> >>> Custom action cleanup code: >>> if ($self->TransactionObj->Type eq "Set" && >>> $self->TransactionObj->Field eq >>> "Queue") { >>> if ($self->TransactionObj->NewValue eq "TechOps" || >>> $self->TicketObj->Owner != >>> 10) { >>> return 0; >>> }else{ >>> $self->TicketObj->SetStatus('new'); >>> return 1; >>> } >>> } >>> >>> >>> Keep up with me and what I'm up to: http://theillien.blogspot.com >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, we'll >>> take >>> up to 20 percent off the price. This sale won't last long, so get in >>> touch today. Email us at sales at bestpractical.com or call us at +1 >>> 617 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From npf at eurotux.com Tue Dec 4 09:57:22 2007 From: npf at eurotux.com (Nuno Fernandes) Date: Tue, 4 Dec 2007 14:57:22 +0000 Subject: [rt-users] Problem in canned reply In-Reply-To: <6.2.3.4.2.20071204093052.039f1b18@po14.mit.edu> References: <200712040958.43635.npf@eurotux.com> <6.2.3.4.2.20071204093052.039f1b18@po14.mit.edu> Message-ID: <200712041457.23127.npf@eurotux.com> On Tuesday 04 December 2007 14:34:17 Stephen Turner wrote: > At Tuesday 12/4/2007 04:58 AM, Nuno Fernandes wrote: > >In the logs i have: > > > >[Tue Dec 4 09:53:42 2007] [error]: error: unexpected end of header > > > >error: couldn't parse head; error near: > >teste template (/servicos/rt3/lib/RT/Template_Overlay.pm:338) > > > > > >Any info? > > > >Thanks > >Nuno Fernandes > > Hi Nuno, > > Is the first line of your template blank? I think RT's template > parser requires this. No.. it wasn't. It works now.. thanks!! :) I didn't find any info on the first line being blank. Where did you find it? Best regards, Nuno Fernandes > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Candelario at zoominfo.com Tue Dec 4 10:16:54 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Tue, 4 Dec 2007 10:16:54 -0500 Subject: [rt-users] Crontool Message-ID: Does anyone know how to "activate"crontool in Windows? I'm using the Windows version of RT and would like to take advantage of the reminders option within RT. I have the script that is customized for the reminders but it requires that you run the crontool to launch it. Thanks in advance, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Tue Dec 4 10:18:20 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 04 Dec 2007 10:18:20 -0500 Subject: [rt-users] Problem in canned reply In-Reply-To: <200712041457.23127.npf@eurotux.com> References: <200712040958.43635.npf@eurotux.com> <6.2.3.4.2.20071204093052.039f1b18@po14.mit.edu> <200712041457.23127.npf@eurotux.com> Message-ID: <6.2.3.4.2.20071204101300.03e22b28@po14.mit.edu> At Tuesday 12/4/2007 09:57 AM, Nuno Fernandes wrote: >No.. it wasn't. It works now.. thanks!! :) >I didn't find any info on the first line being blank. Where did you find it? > >Best regards, >Nuno Fernandes It's a bit obscure - there's a mention of it in http://wiki.bestpractical.com/view/Template . The real requirement is a blank line between mail headers and the message body in the complete mail message assembled by RT from your template plus other stuff RT adds. RT will put mail headers before your template - so if your template itself contains headers, you need a blank line between your headers and the body. If your template has no headers, the first line must be blank. Steve From jarends at uiuc.edu Tue Dec 4 10:23:46 2007 From: jarends at uiuc.edu (John Arends) Date: Tue, 04 Dec 2007 09:23:46 -0600 Subject: [rt-users] Ticket 28: Permission Denied Message-ID: <47557102.8050305@uiuc.edu> On a new RT installation, when updating a ticket (#28 to be specific), I get this: Results * Message recorded * Ticket 28: Permission Denied The updates I made were allowed to occur, but the Permission Denied error popped up. Any idea why? This user has full rights to update the ticket. How can I see more specifically what I tried to do and then was unable to do? From rfh at pipex.net Tue Dec 4 10:39:08 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 04 Dec 2007 15:39:08 +0000 Subject: [rt-users] Scrip condition input request In-Reply-To: <475569F3.2080402@yahoo.com> References: <474AB327.2050406@yahoo.com> <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> <474B27FF.509@yahoo.com> <519782dc0711261221k70d85d6ag5564c07e5b94d6a9@mail.gmail.com> <47555D2F.7060205@yahoo.com> <47555F69.60402@pipex.net> <475560BA.8070208@yahoo.com> <475569F3.2080402@yahoo.com> Message-ID: <4755749C.9050805@pipex.net> So Mathew I am guessing you want tickets moved to the TechOps queue to change to new if these were moved from TriageQueue , then I would suggest you do a queue script (ie not global) in the TechOps queue , with the On Queue change condition and User defined Action, return 1; for prep code and action clean up as follows: if ($self->TransactionObj->OldValue == 18) { $self->TicketObj->SetStatus('new'); return 1; } else { return undef; } Change the 18 to the value of the queue id for your TriageQueue ; I tried using Queue name did not work. Good luck; Roy Mathew Snyder wrote: > Well, I thought I had solved the problem. However, had noticed a potential > problem with the way I had it set up: > > if ($self->TransactionObj->NewValue eq "TechOps") { > return 0; > }else{ > $self->TicketObj->SetStatus('new'); > return 1; > } > > I need the status set to new for anything that isn't coming from our triage > queue. Right now it looks as if it will avoid being set to new regardless of > which queue it comes from. This doesn't work with our policies. > > I thought that if I modify it to include the old value of the triage queue it > would work. But instead, it sets it to new again. > > if ($self->TransactionObj->OldValue eq "TriageQueue" && > $self->TransactionObj->NewValue eq "TechOps") { > return 0; > }else{ > $self->TicketObj->SetStatus('new'); > return 1; > } > > I then reset the code to the former value (without the OldValue condition) and > now it sets it to new again. I'm so confrused :( > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Mathew Snyder wrote: > >> Thanks. I removed the first 'if' as suggested by both you and Todd (this didn't >> seem to work before which is why it was still in there after Todd's suggestion). >> I've tested it on our development server and it seems to do what I think it >> should. However, I have admin rights so I need to verify with someone who's >> rights are limited that it is actually working. >> >> I've also removed the criteria that the owner not be Nobody as it seems moot for >> our needs. The NewStatus method makes use of either the queue name or id. >> >> Thanks again. >> >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> >> >> Roy El-Hames wrote: >> >>> Matthew; >>> >>> Why do you need the first if, as your condition is Queue change which >>> should compensate for : >>> >>> if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field >>> eq "Queue") { >>> >>> Also >>> >>> $self->TransactionObj->NewValue eq "TechOps" >>> >>> I am guessing this should be the Queue Id and not Name, ie number not >>> label. >>> >>> Regards; >>> Roy >>> >>> Mathew Snyder wrote: >>> >>>> I haven't been able to sort this out. When I move a ticket from our >>>> triage >>>> queue to our TechOps queue it is still reset to new. Anyone have any >>>> thoughts >>>> on how to get this working? >>>> >>>> Condition: On Queue Change >>>> Action: User Defined >>>> Template: Global template: Blank >>>> Stage: TransactionCreate >>>> >>>> Custom condition: >>>> >>>> Custom action preparation code: >>>> return 1; >>>> >>>> Custom action cleanup code: >>>> if ($self->TransactionObj->Type eq "Set" && >>>> $self->TransactionObj->Field eq >>>> "Queue") { >>>> if ($self->TransactionObj->NewValue eq "TechOps" || >>>> $self->TicketObj->Owner != >>>> 10) { >>>> return 0; >>>> }else{ >>>> $self->TicketObj->SetStatus('new'); >>>> return 1; >>>> } >>>> } >>>> >>>> >>>> Keep up with me and what I'm up to: http://theillien.blogspot.com >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>> >>>> If you sign up for a new RT support contract before December 31, we'll >>>> take >>>> up to 20 percent off the price. This sale won't last long, so get in >>>> touch today. Email us at sales at bestpractical.com or call us at +1 >>>> 617 812 0745. >>>> >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales 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 Dec 4 10:41:50 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 04 Dec 2007 10:41:50 -0500 Subject: [rt-users] Scrip condition input request In-Reply-To: <4755749C.9050805@pipex.net> References: <474AB327.2050406@yahoo.com> <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> <474B27FF.509@yahoo.com> <519782dc0711261221k70d85d6ag5564c07e5b94d6a9@mail.gmail.com> <47555D2F.7060205@yahoo.com> <47555F69.60402@pipex.net> <475560BA.8070208@yahoo.com> <475569F3.2080402@yahoo.com> <4755749C.9050805@pipex.net> Message-ID: <4755753E.9070600@yahoo.com> I want the opposite actually. I want the status set to new for every ticket moving to every queue *except* tickets being moved from TriageQueue to TechOps. Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: > So Mathew I am guessing you want tickets moved to the TechOps queue to > change to new if these were moved from TriageQueue , then I would > suggest you do a queue script (ie not global) in the TechOps queue , > with the On Queue change condition and User defined Action, return 1; > for prep code and action clean up as follows: > if ($self->TransactionObj->OldValue == 18) { > $self->TicketObj->SetStatus('new'); > return 1; > } else { > return undef; > } > > Change the 18 to the value of the queue id for your TriageQueue ; I > tried using Queue name did not work. > > Good luck; > Roy > > Mathew Snyder wrote: >> Well, I thought I had solved the problem. However, had noticed a >> potential >> problem with the way I had it set up: >> >> if ($self->TransactionObj->NewValue eq "TechOps") { >> return 0; >> }else{ >> $self->TicketObj->SetStatus('new'); >> return 1; >> } >> >> I need the status set to new for anything that isn't coming from our >> triage >> queue. Right now it looks as if it will avoid being set to new >> regardless of >> which queue it comes from. This doesn't work with our policies. >> >> I thought that if I modify it to include the old value of the triage >> queue it >> would work. But instead, it sets it to new again. >> >> if ($self->TransactionObj->OldValue eq "TriageQueue" && >> $self->TransactionObj->NewValue eq "TechOps") { >> return 0; >> }else{ >> $self->TicketObj->SetStatus('new'); >> return 1; >> } >> >> I then reset the code to the former value (without the OldValue >> condition) and >> now it sets it to new again. I'm so confrused :( >> >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> >> >> Mathew Snyder wrote: >> >>> Thanks. I removed the first 'if' as suggested by both you and Todd >>> (this didn't >>> seem to work before which is why it was still in there after Todd's >>> suggestion). >>> I've tested it on our development server and it seems to do what I >>> think it >>> should. However, I have admin rights so I need to verify with >>> someone who's >>> rights are limited that it is actually working. >>> >>> I've also removed the criteria that the owner not be Nobody as it >>> seems moot for >>> our needs. The NewStatus method makes use of either the queue name >>> or id. >>> >>> Thanks again. >>> >>> Keep up with me and what I'm up to: http://theillien.blogspot.com >>> >>> >>> Roy El-Hames wrote: >>> >>>> Matthew; >>>> >>>> Why do you need the first if, as your condition is Queue change which >>>> should compensate for : >>>> >>>> if ($self->TransactionObj->Type eq "Set" && >>>> $self->TransactionObj->Field >>>> eq "Queue") { >>>> >>>> Also >>>> >>>> $self->TransactionObj->NewValue eq "TechOps" >>>> >>>> I am guessing this should be the Queue Id and not Name, ie number not >>>> label. >>>> >>>> Regards; >>>> Roy >>>> >>>> Mathew Snyder wrote: >>>> >>>>> I haven't been able to sort this out. When I move a ticket from our >>>>> triage >>>>> queue to our TechOps queue it is still reset to new. Anyone have any >>>>> thoughts >>>>> on how to get this working? >>>>> >>>>> Condition: On Queue Change >>>>> Action: User Defined >>>>> Template: Global template: Blank >>>>> Stage: TransactionCreate >>>>> >>>>> Custom condition: >>>>> >>>>> Custom action preparation code: >>>>> return 1; >>>>> >>>>> Custom action cleanup code: >>>>> if ($self->TransactionObj->Type eq "Set" && >>>>> $self->TransactionObj->Field eq >>>>> "Queue") { >>>>> if ($self->TransactionObj->NewValue eq "TechOps" || >>>>> $self->TicketObj->Owner != >>>>> 10) { >>>>> return 0; >>>>> }else{ >>>>> $self->TicketObj->SetStatus('new'); >>>>> return 1; >>>>> } >>>>> } >>>>> >>>>> >>>>> Keep up with me and what I'm up to: http://theillien.blogspot.com >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>>> >>>>> If you sign up for a new RT support contract before December 31, we'll >>>>> take >>>>> up to 20 percent off the price. This sale won't last long, so get in >>>>> touch today. Email us at sales at bestpractical.com or call us at +1 >>>>> 617 812 0745. >>>>> >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: 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 >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, >>> we'll take >>> up to 20 percent off the price. This sale won't last long, so get in >>> touch today. Email us at sales at bestpractical.com or call us at +1 >>> 617 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >> >> > > From MarkRoedel at letu.edu Tue Dec 4 11:06:23 2007 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Tue, 4 Dec 2007 10:06:23 -0600 Subject: [rt-users] Business Hours help please In-Reply-To: <475555A9.9060409@pipex.net> References: <475555A9.9060409@pipex.net> Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A400150B0FE@rachael-reborn.letnet.net> You don't say exactly what you're looking for as output. As noted in the Business::Hours documentation, for_timespan returns a Set::IntSpan, which is what you're seeing in your dump. Just eyeballing things, it looks like the 'edges' array contains Unix timestamps corresponding to the beginnings and ends of the ranges of time between your start and end which fall within the business hours you defined. http://search.cpan.org/dist/Set-IntSpan/IntSpan.pm has more information on working with a Set::IntSpan. If you're just trying to get the number of business hours that occur within your range, Business::Hours does also have a "between" subroutine that returns the number of business seconds between two timestamps. (See http://search.cpan.org/dist/Business-Hours/lib/Business/Hours.pm for full information on Business::Hours.) -- Mark Roedel Senior Programmer / Analyst LeTourneau University Longview, Texas USA -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roy El-Hames Sent: Tuesday, December 04, 2007 7:27 AM To: RT Users Subject: [rt-users] Business Hours help please Hi ; Can anyone help me with the code of how to determine the Business Hours between 2 dates: What I got : my $hours = Business::Hours->new(); $hours->business_hours( 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '09:00', End => '17:30' }, 2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' }, 3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' }, 4 => { Name => 'Thursday', Start => '09:00', End => '17:30' }, 5 => { Name => 'Friday', Start => '09:00', End => '17:30' }, 6 => { Name => 'Saturday', Start => undef, End => undef } ); my $wtime = $hours->for_timespan(Start => time(), End => time()+(86400*7)); my $splosh = Dumper($wtime) ; print "$splosh nnn\n"; I get : $VAR1 = bless( { 'negInf' => 0, 'edges' => [ 1196774745, 1196789399, 1196845199, 1196875799, 1196931599, 1196962199, 1197017999, 1197048599, 1197277199, 1197307799, 1197363599, 1197379546 ], 'posInf' => 0, 'empty_string' => \'-' }, 'Set::IntSpan' ); nnn From theillien at yahoo.com Tue Dec 4 11:20:21 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 04 Dec 2007 11:20:21 -0500 Subject: [rt-users] Scrip condition input request In-Reply-To: <47557713.1050700@pipex.net> References: <474AB327.2050406@yahoo.com> <519782dc0711260751h24b5394aoa1a07e0c25eaf35b@mail.gmail.com> <474B27FF.509@yahoo.com> <519782dc0711261221k70d85d6ag5564c07e5b94d6a9@mail.gmail.com> <47555D2F.7060205@yahoo.com> <47555F69.60402@pipex.net> <475560BA.8070208@yahoo.com> <475569F3.2080402@yahoo.com> <4755749C.9050805@pipex.net> <4755753E.9070600@yahoo.com> <47557713.1050700@pipex.net> Message-ID: <47557E45.1060008@yahoo.com> Thanks for the help. I've sorted it out but switched things up a little: if ($self->TransactionObj->OldValue == 1 && $self->TransactionObj->NewValue == 15) { return undef; }else{ $self->TicketObj->SetStatus('new'); return 1; } Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: > Sorry Ignore earlier reply .. > use global script and the if change it to: > > if ($self->TransactionObj->OldValue != TriageQueue Id && > $self->TransactionObj->NewValue != TechOps id) { > > Sorry earlier mail was sent without reading your reply properly > Roy > From rfh at pipex.net Tue Dec 4 11:25:37 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 04 Dec 2007 16:25:37 +0000 Subject: [rt-users] Business Hours help please In-Reply-To: <0DD6BC9ABC0D2747AF8589AEA9722A400150B0FE@rachael-reborn.letnet.net> References: <475555A9.9060409@pipex.net> <0DD6BC9ABC0D2747AF8589AEA9722A400150B0FE@rachael-reborn.letnet.net> Message-ID: <47557F81.8070906@pipex.net> Hi Mark; Thanks for your reply, I am looking for the business hours/ or seconds between 2 time stamps I had a look at the cpan page before I emailed the list but unfortuantely I either did not understand it or missing something .. I also tried the between routine and can't figure it out, I was hoping someone have actually used this module similar to the calculation I need .. which is basically how long in working hours did the ticket last from open to close .. Regards; Roy Roedel, Mark wrote: > You don't say exactly what you're looking for as output. As noted in > the Business::Hours documentation, for_timespan returns a Set::IntSpan, > which is what you're seeing in your dump. Just eyeballing things, it > looks like the 'edges' array contains Unix timestamps corresponding to > the beginnings and ends of the ranges of time between your start and end > which fall within the business hours you defined. > http://search.cpan.org/dist/Set-IntSpan/IntSpan.pm has more information > on working with a Set::IntSpan. > > If you're just trying to get the number of business hours that occur > within your range, Business::Hours does also have a "between" subroutine > that returns the number of business seconds between two timestamps. > (See http://search.cpan.org/dist/Business-Hours/lib/Business/Hours.pm > for full information on Business::Hours.) > > > -- > Mark Roedel > Senior Programmer / Analyst > LeTourneau University > Longview, Texas USA > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roy > El-Hames > Sent: Tuesday, December 04, 2007 7:27 AM > To: RT Users > Subject: [rt-users] Business Hours help please > > Hi ; > > Can anyone help me with the code of how to determine the Business Hours > between 2 dates: > What I got : > my $hours = Business::Hours->new(); > $hours->business_hours( > 0 => { Name => 'Sunday', Start => undef, End => undef }, > 1 => { Name => 'Monday', Start => '09:00', End => '17:30' }, > 2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' }, > 3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' }, > 4 => { Name => 'Thursday', Start => '09:00', End => '17:30' }, > 5 => { Name => 'Friday', Start => '09:00', End => '17:30' }, > 6 => { Name => 'Saturday', Start => undef, End => undef } > ); > my $wtime = $hours->for_timespan(Start => time(), End => > time()+(86400*7)); > my $splosh = Dumper($wtime) ; > > print "$splosh nnn\n"; > > I get : > $VAR1 = bless( { > 'negInf' => 0, > 'edges' => [ > 1196774745, > 1196789399, > 1196845199, > 1196875799, > 1196931599, > 1196962199, > 1197017999, > 1197048599, > 1197277199, > 1197307799, > 1197363599, > 1197379546 > ], > 'posInf' => 0, > 'empty_string' => \'-' > }, 'Set::IntSpan' ); > nnn > > > From sebsua at gmail.com Tue Dec 4 11:38:35 2007 From: sebsua at gmail.com (sebsua at gmail.com) Date: Tue, 4 Dec 2007 13:38:35 -0300 Subject: [rt-users] Self Service error Message-ID: Hi, we are on 3.7.5 trying to setup Self Service. When trying to login with a user/password we get: --- System error error: Can't locate object method "new" via package "URI" (perhaps you forgot to load "URI"?) at /opt/rt3/lib/RT/Interface/Web.pm line 178. context: ... 174: 175: sub Redirect { 176: my $redir_to = shift; 177: untie $HTML::Mason::Commands::session; 178: my $uri = URI->new($redir_to); 179: my $server_uri = URI->new( RT->Config->Get('WebURL') ); 180: 181: # If the user is coming in via a non-canonical 182: # hostname, don't redirect them to the canonical host, ... code stack: /opt/rt3/lib/RT/Interface/Web.pm:178 /opt/rt3/share/html/autohandler:274 Any Clue? Thanks. From jesse at bestpractical.com Tue Dec 4 11:45:28 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Dec 2007 11:45:28 -0500 Subject: [rt-users] Self Service error In-Reply-To: References: Message-ID: <20071204164527.GK30165@bestpractical.com> On Tue, Dec 04, 2007 at 01:38:35PM -0300, sebsua at gmail.com wrote: > Hi, > > we are on 3.7.5 trying to setup Self Service. RT 3.7 is a development release of RT and should not be installed in production unless you're an RT developer or have made special support arrangements with an RT developer. 3.7 (Like 3.3,3.3,3.5 and 3.999) is not intended for general production deployment. Issues should be discussed on the rt-devel mailinglist. Best, Jesse > > When trying to login with a user/password we get: > > --- > System error > error: Can't locate object method "new" via package "URI" (perhaps > you forgot to load "URI"?) at /opt/rt3/lib/RT/Interface/Web.pm line > 178. > context: > ... > 174: > 175: sub Redirect { > 176: my $redir_to = shift; > 177: untie $HTML::Mason::Commands::session; > 178: my $uri = URI->new($redir_to); > 179: my $server_uri = URI->new( RT->Config->Get('WebURL') ); > 180: > 181: # If the user is coming in via a non-canonical > 182: # hostname, don't redirect them to the canonical host, > ... > code stack: /opt/rt3/lib/RT/Interface/Web.pm:178 > /opt/rt3/share/html/autohandler:274 > > Any Clue? > Thanks. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From m.spinthiras at cablenetcy.net Tue Dec 4 11:31:40 2007 From: m.spinthiras at cablenetcy.net (Mario A. Spinthiras) Date: Tue, 04 Dec 2007 18:31:40 +0200 Subject: [rt-users] RT almost setup. Ran into a few glitches , possible path issue? Message-ID: <475580EC.5030803@cablenetcy.net> Greetings to the RT community, I have been trying to setup RT on an Ubuntu 6.06.1 machine since this morning but I've only gotten so far. I apt-get'ed the package , marked /usr/share/request-tracker3.6/html as my document root for apache (no vhosts) and added the following into my httpd.conf file. FastCgiServer /usr/share/request-tracker3.6/libexec/mason_handler.fcgi -idle-timeout 120 -processes 4 AddHandler fastcgi-script fcgi ScriptAlias / /usr/share/request-tracker3.6/libexec/mason_handler.fcgi I got up to the point where I can see the RT screen when I visit my site a http://mysite:3000/ ( I run apache on 3000) but it looks as if the stylesheets are missing somehow and so are the images. When I hover a link it looks like http://Search/Build.html and so forth. Is this a path issue? Where am I wrong? I checked everything in my /etc/request-tracker3.6/ config files there and tried many scenarios with the paths still with no luck to fix the look and the functionality of the links. By the way I have the document root /usr/share/request-tracker3.6 chowned for www-data and that includes the /etc/request-tracker3.6 files. But the problem remains that it looks like the path is wrong somehow. Can someone be of assistance ? I am loosing my head here. Many Thanks, Mario A. Spinthiras Nicosia , Cyprus From Holger.Haase at stepstone.de Tue Dec 4 12:07:45 2007 From: Holger.Haase at stepstone.de (Holger Haase) Date: Tue, 4 Dec 2007 18:07:45 +0100 Subject: [rt-users] Attachments on reply In-Reply-To: <20071202170017.0827D4D812E@diesel.bestpractical.com> Message-ID: <22C8573C220A324BAB1F531746686C58C6FA1A@DE-2K3EX-DUS01.stepstone.asa> Is there anybody out there wha can tell me a solution. Why are attachments that I add to a reply or when resolving a ticket in the WebUI are not send out by mail? We need this. Regards Holger. ------------------------------ Message: 3 Date: Sun, 2 Dec 2007 10:08:03 +0100 From: "Holger Haase" Subject: [rt-users] Attachments on reply To: Message-ID: <22C8573C220A324BAB1F531746686C58C6F9FA at DE-2K3EX-DUS01.stepstone.asa> Content-Type: text/plain; charset="utf-8" Hi all, Is there any way forwarding attachments when replying in addition to store them in the ticket? I use RT3.4.6 Thanks in advance, Holger. From Holger.Haase at stepstone.de Tue Dec 4 12:08:59 2007 From: Holger.Haase at stepstone.de (Holger Haase) Date: Tue, 4 Dec 2007 18:08:59 +0100 Subject: [rt-users] Attachments on reply In-Reply-To: <22C8573C220A324BAB1F531746686C58C6FA1A@DE-2K3EX-DUS01.stepstone.asa> Message-ID: <22C8573C220A324BAB1F531746686C58C6FA1B@DE-2K3EX-DUS01.stepstone.asa> -----Urspr?ngliche Nachricht----- Von: Holger Haase Gesendet: Dienstag, 4. Dezember 2007 18:08 An: 'rt-users at lists.bestpractical.com' Betreff: Attachments on reply Is there anybody out there wha can tell me a solution. Why are attachments that I add to a reply or when resolving a ticket in the WebUI are not send out by mail? We need this. Regards Holger. ------------------------------ Message: 3 Date: Sun, 2 Dec 2007 10:08:03 +0100 From: "Holger Haase" Subject: [rt-users] Attachments on reply To: Message-ID: <22C8573C220A324BAB1F531746686C58C6F9FA at DE-2K3EX-DUS01.stepstone.asa> Content-Type: text/plain; charset="utf-8" Hi all, Is there any way forwarding attachments when replying in addition to store them in the ticket? I use RT3.4.6 Thanks in advance, Holger. From gleduc at mail.sdsu.edu Tue Dec 4 12:40:26 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 04 Dec 2007 09:40:26 -0800 Subject: [rt-users] Business Hours help please In-Reply-To: <47557F81.8070906@pipex.net> References: <475555A9.9060409@pipex.net> <0DD6BC9ABC0D2747AF8589AEA9722A400150B0FE@rachael-reborn.letnet.net> <47557F81.8070906@pipex.net> Message-ID: <6.2.1.2.2.20071204093034.02ab9c40@mail.sdsu.edu> Hi Roy, I needed a way to subtract business hours from a timestamp so I added my own sub_seconds() method to the package. I'm not sure if I ever posted it to the wiki, so here it is. Just include this code at the end of your program and call it like you would the add_seconds() method. I sent the code to the business::hours authors but I never heard anything back so I guess it was not included. For your purposes I think you would just assign the larger of the timestamps to a Business::Hours object and then subtract the smaller timestamp from it using this method. ### Need to add this to Business::Hours so I can count backwards from due date { package Business::Hours; sub sub_seconds { ### This method is hacked version of add_seconds(), written by Gene LeDuc my $self = shift; my $start = shift; my $seconds = shift; # the maximum time after which we stop searching for business hours my $MAXTIME = (30 * 24 * 60 * 60); # 30 days my $first; my $period = (24 * 60 * 60); my $begin = $start - $period; my $hours = new Set::IntSpan; while ($hours->empty or $self->between($hours->first, $start) <= $seconds) { if ($begin <= $start - $MAXTIME) { return -1; } $hours = $self->for_timespan(Start => $begin, End => $start); $begin -= $period; } my @elements = reverse elements $hours; $first = $elements[$seconds]; return $first; } 1; #this line is important and will help the module return a true value } Regards, Gene At 08:25 AM 12/4/2007, Roy El-Hames wrote: >Hi Mark; > >Thanks for your reply, I am looking for the business hours/ or seconds >between 2 time stamps I had a look at the cpan page before I emailed the >list but unfortuantely I either did not understand it or missing something >.. I also tried the between routine and can't figure it out, >I was hoping someone have actually used this module similar to the >calculation I need .. which is basically how long in working hours did the >ticket last from open to close .. > >Regards; >Roy > > >Roedel, Mark wrote: >>You don't say exactly what you're looking for as output. As noted in >>the Business::Hours documentation, for_timespan returns a Set::IntSpan, >>which is what you're seeing in your dump. Just eyeballing things, it >>looks like the 'edges' array contains Unix timestamps corresponding to >>the beginnings and ends of the ranges of time between your start and end >>which fall within the business hours you defined. >>http://search.cpan.org/dist/Set-IntSpan/IntSpan.pm has more information >>on working with a Set::IntSpan. >> >>If you're just trying to get the number of business hours that occur >>within your range, Business::Hours does also have a "between" subroutine >>that returns the number of business seconds between two timestamps. >>(See http://search.cpan.org/dist/Business-Hours/lib/Business/Hours.pm >>for full information on Business::Hours.) >> >> >>-- >>Mark Roedel >>Senior Programmer / Analyst >>LeTourneau University >>Longview, Texas USA >> >> >> >>-----Original Message----- >>From: rt-users-bounces at lists.bestpractical.com >>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roy >>El-Hames >>Sent: Tuesday, December 04, 2007 7:27 AM >>To: RT Users >>Subject: [rt-users] Business Hours help please >> >>Hi ; >> >>Can anyone help me with the code of how to determine the Business Hours >>between 2 dates: >>What I got : >>my $hours = Business::Hours->new(); >>$hours->business_hours( >> 0 => { Name => 'Sunday', Start => undef, End => undef }, >> 1 => { Name => 'Monday', Start => '09:00', End => '17:30' }, >> 2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' }, >> 3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' }, >> 4 => { Name => 'Thursday', Start => '09:00', End => '17:30' }, >> 5 => { Name => 'Friday', Start => '09:00', End => '17:30' }, >> 6 => { Name => 'Saturday', Start => undef, End => undef } >> ); >>my $wtime = $hours->for_timespan(Start => time(), End => >>time()+(86400*7)); >>my $splosh = Dumper($wtime) ; >> >>print "$splosh nnn\n"; >> >>I get : >>$VAR1 = bless( { >> 'negInf' => 0, >> 'edges' => [ >> 1196774745, >> 1196789399, >> 1196845199, >> 1196875799, >> 1196931599, >> 1196962199, >> 1197017999, >> 1197048599, >> 1197277199, >> 1197307799, >> 1197363599, >> 1197379546 >> ], >> 'posInf' => 0, >> 'empty_string' => \'-' >> }, 'Set::IntSpan' ); >> nnn >> >> >> > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >If you sign up for a new RT support contract before December 31, we'll take >up to 20 percent off the price. This sale won't last long, so get in touch >today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > >Community help: http://wiki.bestpractical.com >Commercial support: 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 gmessmer at u.washington.edu Tue Dec 4 13:53:39 2007 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Tue, 04 Dec 2007 10:53:39 -0800 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <20071127182509.GI1837@it.is.rice.edu> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> <474C441F.1080201@u.washington.edu> <20071127162909.GC1837@it.is.rice.edu> <474C479A.2080308@u.washington.edu> <20071127165745.GD1837@it.is.rice.edu> <474C58B9.1080902@u.washington.edu> <20071127182509.GI1837@it.is.rice.edu> Message-ID: <4755A233.7010507@u.washington.edu> Kenneth Marshall wrote: > I sent you our list of indexes. You can see how your setup compares and > see if any of the missing ones help your performance. "EXPLAIN ANALYZE..." > can give you detailed information about your query plans. > > Good luck with your pruning, but I suspect that that may not have > much of an effect if your indexes are correct. > That's true, it didn't make any significant changes after fixing the indexes. For the archives, though, I did get rtx-shredder to work with Ruslan's advice: rtx-shredder --plugin 'Users=no_tickets,true;limit,20000;status,any;replace_relations,Nobody' I used the command above to remove all of the users who presumably were created by spammers, after removing all of the deleted tickets (also using rtx-shredder). Kenneth's index list improved performance on Postgresql immensely. Perhaps the attached patch could be applied to the distribution? Should I submit it elsewhere for consideration? Existing postgresql users should be able to: DROP INDEX Queues1; CREATE UNIQUE INDEX Queues1 ON Queues (lower((Name)::text)) ; DROP INDEX Groups2; CREATE INDEX Groups2 On Groups (lower((Type)::text), lower((Domain)::text), Instance); CREATE INDEX GroupMembers1 ON GroupMembers (GroupId); DROP INDEX Users1; CREATE UNIQUE INDEX Users1 ON Users (lower(Name)::text) ; DROP INDEX Users2; DROP INDEX Users4; CREATE INDEX Users4 ON Users (lower(EmailAddress)::text); DROP INDEX ObjectCustomFieldValues2; Many thanks to everyone who helped. I really appreciate it. -------------- next part -------------- A non-text attachment was scrubbed... Name: schema.Pg.diff Type: text/x-patch Size: 1245 bytes Desc: not available URL: From gmessmer at u.washington.edu Tue Dec 4 13:58:03 2007 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Tue, 04 Dec 2007 10:58:03 -0800 Subject: AW: Re: [rt-users] clean up user table In-Reply-To: <589c94400711301517k44a7ec41ie5127f15e361df51@mail.gmail.com> References: <16426EA38D57E74CB1DE5A6AE1DB03944857D9@w3hamboex11.ger.win.int.kn> <474C441F.1080201@u.washington.edu> <20071127162909.GC1837@it.is.rice.edu> <474C479A.2080308@u.washington.edu> <20071127165745.GD1837@it.is.rice.edu> <474C58B9.1080902@u.washington.edu> <20071127182509.GI1837@it.is.rice.edu> <589c94400711301517k44a7ec41ie5127f15e361df51@mail.gmail.com> Message-ID: <4755A33B.30703@u.washington.edu> Ruslan Zakirov wrote: > I do believe index on GroupMembers(MemberId, GroupId) will help this > query much. I missed this message somehow. Do you think I should have used an index on GroupMembers(MemberId, GroupId) instead of just GroupMembers (GroupId)? Or an additional index? The distributed schema indexes CachedGroupMembers(MemberId) and CachedGroupMembers(GroupId) separately. Should GroupMembers and CachedGroupMembers be indexed the same way? From max.clark at gmail.com Tue Dec 4 14:08:53 2007 From: max.clark at gmail.com (Max Clark) Date: Tue, 4 Dec 2007 11:08:53 -0800 Subject: [rt-users] Re: Autoassign User based on Email Address In-Reply-To: <2fa1e1780711302130s7bce0b0ck8b76bfe0aff29f23@mail.gmail.com> References: <2fa1e1780711302130s7bce0b0ck8b76bfe0aff29f23@mail.gmail.com> Message-ID: <2fa1e1780712041108w2a3cfcbdn903766be82f1d064@mail.gmail.com> I've been digging through the wiki but I have yet to find a solution to this. Is it possible to autoassign a user based on the to: address? I want to be able to send email to foo at rt which will create a ticket in the support queue assigned to foo. Thanks in advance, Max From deyette at sbceo.org Tue Dec 4 14:47:18 2007 From: deyette at sbceo.org (Debra Deyette) Date: Tue, 04 Dec 2007 11:47:18 -0800 Subject: [rt-users] Fiscal: Hanamoto (copy profile, etc.) Message-ID: <4755AEC6.4020306@sbceo.org> -- Debra Deyette Network and Computer Support Supervisor Santa Barbara County Education Office 805.964.4710 x5207 -------------- next part -------------- An embedded message was scrubbed... From: nobody at server1.sbceo.org (Laura) Subject: Request for Microsupport Form Date: Tue, 4 Dec 2007 10:48:16 -0800 (PST) Size: 1915 URL: From deyette at sbceo.org Tue Dec 4 15:03:09 2007 From: deyette at sbceo.org (Debra Deyette) Date: Tue, 04 Dec 2007 12:03:09 -0800 Subject: [rt-users] Re: Fiscal: Hanamoto (copy profile, etc.) In-Reply-To: <4755AEC6.4020306@sbceo.org> References: <4755AEC6.4020306@sbceo.org> Message-ID: <4755B27D.6070504@sbceo.org> Please ignore this message, group -- sent in error! Sorry Debra Deyette wrote: > > > ------------------------------------------------------------------------ > > Subject: > Request for Microsupport Form > From: > nobody at server1.sbceo.org (Laura) > Date: > Tue, 4 Dec 2007 10:48:16 -0800 (PST) > To: > micro at sbceo.org > > To: > micro at sbceo.org > > > Below is the result of your feedback form. It was submitted by > Laura () on Tuesday, December 04, 2007 at 10:48:16 > --------------------------------------------------------------------------- > > > requestedby: Barbara Regis > > extension: 5294 > > department: IS > > select: SBCEO-Cathedral Oaks > > textarea: Rachel is still using Keith's login. Since she is now officially in that position, BR is requesting that we change the login info to Hamamoto. > > > Submit: Submit > > --------------------------------------------------------------------------- > > > > -- Debra Deyette Network and Computer Support Supervisor Santa Barbara County Education Office 805.964.4710 x5207 -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Dec 4 15:15:19 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 04 Dec 2007 12:15:19 -0800 Subject: [rt-users] Attachments on reply In-Reply-To: <22C8573C220A324BAB1F531746686C58C6FA1B@DE-2K3EX-DUS01.stepstone.asa> References: <22C8573C220A324BAB1F531746686C58C6FA1B@DE-2K3EX-DUS01.stepstone.asa> Message-ID: <4755B557.7070107@lbl.gov> Holger, We are using 3.4.4 in production and the email with attachments works fine. So, I have a couple questions for you; 1) is the email itself going out and only the attachment is not or 2) is no email at all going out? Kenn LBNL On 12/4/2007 9:08 AM, Holger Haase wrote: > > > -----Urspr?ngliche Nachricht----- > Von: Holger Haase > Gesendet: Dienstag, 4. Dezember 2007 18:08 > An: 'rt-users at lists.bestpractical.com' > Betreff: Attachments on reply > > Is there anybody out there wha can tell me a solution. > Why are attachments that I add to a reply or when resolving a ticket in the WebUI are not send out by mail? We need this. > Regards > Holger. > > ------------------------------ > > Message: 3 > Date: Sun, 2 Dec 2007 10:08:03 +0100 > From: "Holger Haase" > Subject: [rt-users] Attachments on reply > To: > Message-ID: > <22C8573C220A324BAB1F531746686C58C6F9FA at DE-2K3EX-DUS01.stepstone.asa> > Content-Type: text/plain; charset="utf-8" > > Hi all, > > Is there any way forwarding attachments when replying in addition to store them in the ticket? > I use RT3.4.6 > > Thanks in advance, > Holger. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Tue Dec 4 15:18:07 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 04 Dec 2007 12:18:07 -0800 Subject: [rt-users] Re: Autoassign User based on Email Address In-Reply-To: <2fa1e1780712041108w2a3cfcbdn903766be82f1d064@mail.gmail.co m> References: <2fa1e1780711302130s7bce0b0ck8b76bfe0aff29f23@mail.gmail.com> <2fa1e1780712041108w2a3cfcbdn903766be82f1d064@mail.gmail.com> Message-ID: <6.2.1.2.2.20071204115810.027687f8@mail.sdsu.edu> Hi Max, This is possible and probably not too difficult. You can get the "To:" addresses from the original e-mail using: my @OriginalTo = $self->TicketObj->Transactions->First->Attachments->First->GetHeader('To'); or if this is an "On Create" scrip, you might be able to use (this is untested): my @OriginalTo = $self->TransactionObj->GetHeader('To'); This will give you an array @OriginalTo of all the addresses that were on the "To:" header. If the e-mail had several addresses then you'll have to figure out which one you want. Then do your queue and owner assignments like this: $self->TicketObj->SetOwner($username); $self->TicketObj->SetQueue("support"); So an e-mail sent to bob at rt.yourcompany.com would end up in your "support" queue assigned to user "bob at rt.yourcompany.com". Warning - This will cause RT to try this assignment on _every_ new ticket sent to it. If this is not what you want, then you need to do some conditional checking to make sure that the $username is one of your support techs and then bail if it's not the case. This might need some tweaking, but the basic recipe should work. Regards, Gene At 11:08 AM 12/4/2007, Max Clark wrote: >I've been digging through the wiki but I have yet to find a solution >to this. Is it possible to autoassign a user based on the to: address? >I want to be able to send email to foo at rt which will create a ticket >in the support queue assigned to foo. > >Thanks in advance, >Max >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >If you sign up for a new RT support contract before December 31, we'll take >up to 20 percent off the price. This sale won't last long, so get in touch >today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > >Community help: http://wiki.bestpractical.com >Commercial support: 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 Roy.Sowa at rcmp-grc.gc.ca Tue Dec 4 15:11:25 2007 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 04 Dec 2007 15:11:25 -0500 Subject: [rt-users] struggling a bit with RT Message-ID: <47556E1D020000AE0000560F@ACPIC-S406.a.rcmp-grc.gc.ca> Hello, As a novice, I am struggling a bit ( actually a lot ) with two RT features ; I have searched around and bought the book , but still I am in the weeds. Any direction will be appreciated. Issue #1 trying to create CF's with a date popup calendar. Any docs/examples/hints ???? Issue #2 I think I need a scrip that would determine the group members of a requestor and make them cc on a ticket so all group members would then be able to see the ticket.. Also one other point... I can't seem to use the "unlimited" in a search report, 100 works ( bug or me ? ) I am using 3.6.3.. As a novice , I truly thank you all for the many posts to the lists that got me this far....RT is very very cool RS. Roy A. Sowa UNIX OS Support (613) 993-0291 From tom at limepepper.co.uk Tue Dec 4 15:45:43 2007 From: tom at limepepper.co.uk (Tom H) Date: Tue, 04 Dec 2007 20:45:43 +0000 Subject: [rt-users] how to limit create ticket permission to particular email domain Message-ID: <4755BC77.4080200@limepepper.co.uk> Hi, I was wondering whether its possible to allow everybody with an address like me at mycompany.com to create tickets, and reject everyone else. (rather than give everyone the create ticket permission) Thanks, Tom From gleduc at mail.sdsu.edu Tue Dec 4 16:01:33 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 04 Dec 2007 13:01:33 -0800 Subject: [rt-users] how to limit create ticket permission to particular email domain In-Reply-To: <4755BC77.4080200@limepepper.co.uk> References: <4755BC77.4080200@limepepper.co.uk> Message-ID: <6.2.1.2.2.20071204125612.027783e8@mail.sdsu.edu> Hi Tom, I don't think RT lets you do permissions that way. The way I handle a similar situation is I use the OnCreate scrip to check the address (in the Prep Action code) and then delete the ticket ("$self->TicketObj->SetStatus('deleted');") and return 0 if it's not an allowed address. Regards, Gene At 12:45 PM 12/4/2007, Tom H wrote: >Hi, > >I was wondering whether its possible to allow everybody with an address >like me at mycompany.com to create tickets, and reject everyone else. >(rather than give everyone the create ticket permission) > >Thanks, > >Tom -- Gene LeDuc, GSEC Security Analyst San Diego State University From sturner at MIT.EDU Tue Dec 4 16:11:00 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 04 Dec 2007 16:11:00 -0500 Subject: [rt-users] how to limit create ticket permission to particular email domain In-Reply-To: <6.2.1.2.2.20071204125612.027783e8@mail.sdsu.edu> References: <4755BC77.4080200@limepepper.co.uk> <6.2.1.2.2.20071204125612.027783e8@mail.sdsu.edu> Message-ID: <6.2.3.4.2.20071204160858.04645ba8@po14.mit.edu> At Tuesday 12/4/2007 04:01 PM, Gene LeDuc wrote: >Hi Tom, > >I don't think RT lets you do permissions that way. The way I handle >a similar situation is I use the OnCreate scrip to check the address >(in the Prep Action code) and then delete the ticket >("$self->TicketObj->SetStatus('deleted');") and return 0 if it's not >an allowed address. > >Regards, >Gene > >At 12:45 PM 12/4/2007, Tom H wrote: >>Hi, >> >>I was wondering whether its possible to allow everybody with an address >>like me at mycompany.com to create tickets, and reject everyone else. >>(rather than give everyone the create ticket permission) >> >>Thanks, >> >>Tom Another way would be to create a custom email filter (goes into lib/RT/Interface/Email/Filter). This is more complicated that a scrip, but it has the advantage that no tickets will be created for the unwanted messages. Or you could do similar filtering outside of RT, I suppose. Steve From ktm at rice.edu Tue Dec 4 16:46:40 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 4 Dec 2007 15:46:40 -0600 Subject: [rt-users] how to limit create ticket permission to particular email domain In-Reply-To: <6.2.1.2.2.20071204125612.027783e8@mail.sdsu.edu> References: <4755BC77.4080200@limepepper.co.uk> <6.2.1.2.2.20071204125612.027783e8@mail.sdsu.edu> Message-ID: <20071204214640.GG1837@it.is.rice.edu> It may be worth doing it in the mail system before the ticket is logged to RT. Then you do not have a ticket you need to delete. Ken On Tue, Dec 04, 2007 at 01:01:33PM -0800, Gene LeDuc wrote: > Hi Tom, > > I don't think RT lets you do permissions that way. The way I handle a > similar situation is I use the OnCreate scrip to check the address (in the > Prep Action code) and then delete the ticket > ("$self->TicketObj->SetStatus('deleted');") and return 0 if it's not an > allowed address. > > Regards, > Gene > > At 12:45 PM 12/4/2007, Tom H wrote: >> Hi, >> >> I was wondering whether its possible to allow everybody with an address >> like me at mycompany.com to create tickets, and reject everyone else. >> (rather than give everyone the create ticket permission) >> >> Thanks, >> >> Tom > > > -- > Gene LeDuc, GSEC > Security Analyst > San Diego State University > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at sales at bestpractical.com or call us at +1 617 812 > 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Dec 4 16:56:33 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Dec 2007 16:56:33 -0500 Subject: [rt-users] Problem in canned reply In-Reply-To: <6.2.3.4.2.20071204101300.03e22b28@po14.mit.edu> References: <200712040958.43635.npf@eurotux.com> <6.2.3.4.2.20071204093052.039f1b18@po14.mit.edu> <200712041457.23127.npf@eurotux.com> <6.2.3.4.2.20071204101300.03e22b28@po14.mit.edu> Message-ID: <20071204215633.GQ30165@bestpractical.com> On Tue, Dec 04, 2007 at 10:18:20AM -0500, Stephen Turner wrote: > At Tuesday 12/4/2007 09:57 AM, Nuno Fernandes wrote: > >No.. it wasn't. It works now.. thanks!! :) > >I didn't find any info on the first line being blank. Where did you find > >it? > > > >Best regards, > >Nuno Fernandes > > It's a bit obscure - there's a mention of it in > http://wiki.bestpractical.com/view/Template . The real requirement is > a blank line between mail headers and the message body in the > complete mail message assembled by RT from your template plus other > stuff RT adds. RT will put mail headers before your template - so if > your template itself contains headers, you need a blank line between > your headers and the body. If your template has no headers, the first > line must be blank. That's not _quite_ it. If the template has no headers and the first line contains a :, then the first line must be blank. Otherwise, RT can't tell the difference and tries to make it a header jesse > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From gmessmer at u.washington.edu Tue Dec 4 16:58:38 2007 From: gmessmer at u.washington.edu (Gordon Messmer) Date: Tue, 04 Dec 2007 13:58:38 -0800 Subject: [rt-users] how to limit create ticket permission to particular email domain In-Reply-To: <20071204214640.GG1837@it.is.rice.edu> References: <4755BC77.4080200@limepepper.co.uk> <6.2.1.2.2.20071204125612.027783e8@mail.sdsu.edu> <20071204214640.GG1837@it.is.rice.edu> Message-ID: <4755CD8E.6020506@u.washington.edu> Depending on how seriously you take that idea, I have a filter for the Courier MTA that does exactly that: http://phantom.dragonsdawn.net/~gordon/courier-pythonfilter/latest/filters/privateaddr.py Kenneth Marshall wrote: > It may be worth doing it in the mail system before the ticket is > logged to RT. Then you do not have a ticket you need to delete. > > Ken > > From jarends at uiuc.edu Tue Dec 4 17:31:48 2007 From: jarends at uiuc.edu (John Arends) Date: Tue, 04 Dec 2007 16:31:48 -0600 Subject: [rt-users] Permission Problem/ possible data corruption? In-Reply-To: <47557102.8050305@uiuc.edu> References: <47557102.8050305@uiuc.edu> Message-ID: <4755D554.4070403@uiuc.edu> I played around a bit this morning and can explain this problem in more detail. I have a ticket where my user can not change its status. If i try to change the status, I get a permission denied error. I can change anything else with the ticket, but not its status. I can also change the status on other tickets in the same queue. I am worried this might be database corruption. Any suggestions on what I can look at? From jesse at bestpractical.com Tue Dec 4 17:34:02 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Dec 2007 17:34:02 -0500 Subject: [rt-users] struggling a bit with RT In-Reply-To: <47556E1D020000AE0000560F@ACPIC-S406.a.rcmp-grc.gc.ca> References: <47556E1D020000AE0000560F@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <20071204223402.GV30165@bestpractical.com> Roy, > Issue #1 > trying to create CF's with a date popup calendar. > Any docs/examples/hints ???? Unfortunately, RT doesn't currently support 'Date' custom fields. We'd love a patch to add it. It's on the "eventually" list. > Issue #2 > I think I need a scrip that would determine the group members of a requestor and make them cc on a ticket so all group members would then be able to see the ticket.. Makes sense, though I don't have one handy. > Also one other point... I can't seem to use the "unlimited" in a search report, 100 works ( bug or me ? ) > I am using 3.6.3.. I believe that if you come up to 3.6.5, that should go away. Best, Jesse From david.hobley at mionegroup.com Tue Dec 4 17:43:54 2007 From: david.hobley at mionegroup.com (David Hobley) Date: Wed, 5 Dec 2007 08:43:54 +1000 Subject: [rt-users] Attachments on reply In-Reply-To: <22C8573C220A324BAB1F531746686C58C6FA1A@DE-2K3EX-DUS01.stepstone.asa> References: <22C8573C220A324BAB1F531746686C58C6FA1A@DE-2K3EX-DUS01.stepstone.asa> Message-ID: <6DC8A650-68C6-4D3E-98E2-053EC907E156@mionegroup.com> Holger, In the template you use for the messages, you need to include: RT-Attach-Message: yes to ensure that Attachments get sent. Cheers, David On 05/12/2007, at 3:07 AM, Holger Haase wrote: > Is there anybody out there wha can tell me a solution. > Why are attachments that I add to a reply or when resolving a ticket > in > the > WebUI are not send out by mail? We need this. > Regards > Holger. > > ------------------------------ > > Message: 3 > Date: Sun, 2 Dec 2007 10:08:03 +0100 > From: "Holger Haase" > Subject: [rt-users] Attachments on reply > To: > Message-ID: > > <22C8573C220A324BAB1F531746686C58C6F9FA at DE-2K3EX-DUS01.stepstone.asa> > Content-Type: text/plain; charset="utf-8" > > Hi all, > > Is there any way forwarding attachments when replying in addition to > store them in the ticket? > I use RT3.4.6 > > Thanks in advance, > Holger. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, > we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Tue Dec 4 17:44:54 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 04 Dec 2007 14:44:54 -0800 Subject: [rt-users] struggling a bit with RT In-Reply-To: <20071204223402.GV30165@bestpractical.com> References: <47556E1D020000AE0000560F@ACPIC-S406.a.rcmp-grc.gc.ca> <20071204223402.GV30165@bestpractical.com> Message-ID: <4755D866.4050601@lbl.gov> Jesse, I put something like this "(?#Date)^\d{2}/\d{2}/\d{4}$" into the validation drop-down. I've tested it and it works for me. Hope this helps. Kenn/Technical Services On 12/4/2007 2:34 PM, Jesse Vincent wrote: > Roy, > > >> Issue #1 >> trying to create CF's with a date popup calendar. >> Any docs/examples/hints ???? > > Unfortunately, RT doesn't currently support 'Date' custom fields. We'd > love a patch to add it. It's on the "eventually" list. > > >> Issue #2 >> I think I need a scrip that would determine the group members of a requestor and make them cc on a ticket so all group members would then be able to see the ticket.. > > Makes sense, though I don't have one handy. > >> Also one other point... I can't seem to use the "unlimited" in a search report, 100 works ( bug or me ? ) >> I am using 3.6.3.. > > I believe that if you come up to 3.6.5, that should go away. > > Best, > > Jesse > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Dec 4 17:46:21 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Dec 2007 17:46:21 -0500 Subject: [rt-users] struggling a bit with RT In-Reply-To: <4755D866.4050601@lbl.gov> References: <47556E1D020000AE0000560F@ACPIC-S406.a.rcmp-grc.gc.ca> <20071204223402.GV30165@bestpractical.com> <4755D866.4050601@lbl.gov> Message-ID: <20071204224621.GZ30165@bestpractical.com> On Tue, Dec 04, 2007 at 02:44:54PM -0800, Kenneth Crocker wrote: > Jesse, > > > I put something like this "(?#Date)^\d{2}/\d{2}/\d{4}$" into the > validation drop-down. I've tested it and it works for me. Hope this helps. Yep. We've done that too, though that doesn't get you smart searching or a date picker. (FWIW, I'd recommend yyyy-mm-dd rather than mm/dd/yyyy as you're more likely to be able to search and transform it later and are less likely to run into any pesky America/World date translation problems) -jesse > Kenn/Technical Services From KFCrocker at lbl.gov Tue Dec 4 18:02:50 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 04 Dec 2007 15:02:50 -0800 Subject: [rt-users] struggling a bit with RT In-Reply-To: <20071204224621.GZ30165@bestpractical.com> References: <47556E1D020000AE0000560F@ACPIC-S406.a.rcmp-grc.gc.ca> <20071204223402.GV30165@bestpractical.com> <4755D866.4050601@lbl.gov> <20071204224621.GZ30165@bestpractical.com> Message-ID: <4755DC9A.3070307@lbl.gov> Jesse, Kool. Good idea. Thanks. Kenn LBNL On 12/4/2007 2:46 PM, Jesse Vincent wrote: > > > On Tue, Dec 04, 2007 at 02:44:54PM -0800, Kenneth Crocker wrote: >> Jesse, >> >> >> I put something like this "(?#Date)^\d{2}/\d{2}/\d{4}$" into the >> validation drop-down. I've tested it and it works for me. Hope this helps. > > Yep. We've done that too, though that doesn't get you smart searching or > a date picker. (FWIW, I'd recommend yyyy-mm-dd rather than mm/dd/yyyy > as you're more likely to be able to search and transform it later and > are less likely to run into any pesky America/World date translation > problems) > > -jesse > >> Kenn/Technical Services > From Roy.Sowa at rcmp-grc.gc.ca Tue Dec 4 18:07:29 2007 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 04 Dec 2007 18:07:29 -0500 Subject: [rt-users] struggling a bit with RT&In-Reply-To=4755D866.4050601@lbl.gov Message-ID: <47559761020000AE00005621@ACPIC-S406.a.rcmp-grc.gc.ca> Thank you such quick response this list is awsome !! ( and as my first post to have a response from the name on the book is most impressive ) I will now go try a figure out the group member requestor scrip with renewed vigor RS -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Dec 4 19:02:26 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 04 Dec 2007 16:02:26 -0800 Subject: [rt-users] Recurring signin with 3.6.4 Message-ID: <4755EA92.6060307@lbl.gov> To all, I read about this bug in 3.6.0 and I waited until 3.6.4 before downloading the newest version (3.6.4). Either I missed a module or a patch or something because RT keeps making sign-in a second time the moment I select something from the menu after my initial sign-in. I went looking for this error and I'm afraid that the patch is so far removed from today that I just can't seem to find it. Has anyone else had difficulty with a recurring sign-in on RT 3.6.4? Anyone have an idea as to what I may have NOT downloaded? OR a task I missed? Thanks. Kenn LBNL From Roy.Sowa at rcmp-grc.gc.ca Tue Dec 4 21:06:51 2007 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Tue, 04 Dec 2007 21:06:51 -0500 Subject: [rt-users] view tickets opened by a member of my group&In-Reply-To=20070403173321.GO2224@ayvali.org Message-ID: <4755C16B020000AE0000562A@ACPIC-S406.a.rcmp-grc.gc.ca> * Kenneth Crocker [2007-04-04 12:32:27 -0700]: > > How do I assign permissions such that everyone in a certain group > > can view a ticket when a single member of their group opens a ticket > > in some queue? > > Did you get any answers for this? >Yes, I received a scrip right now (off the list) from someone who needed >similar functionailty. I've not yet tested it though. >Thomas Any further follow-up on that script , or hints on how best to do the above ? From elacour at easter-eggs.com Wed Dec 5 03:36:49 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 5 Dec 2007 09:36:49 +0100 Subject: [rt-users] struggling a bit with RT In-Reply-To: <20071204223402.GV30165@bestpractical.com> References: <47556E1D020000AE0000560F@ACPIC-S406.a.rcmp-grc.gc.ca> <20071204223402.GV30165@bestpractical.com> Message-ID: <20071205083648.GA2862@easter-eggs.com> On Tue, Dec 04, 2007 at 05:34:02PM -0500, Jesse Vincent wrote: > Roy, > > > > Issue #1 > > trying to create CF's with a date popup calendar. > > Any docs/examples/hints ???? > > Unfortunately, RT doesn't currently support 'Date' custom fields. We'd > love a patch to add it. It's on the "eventually" list. > I'm interested too here for a "date" customfield. I will try to make a patch soon. -- Emmanuel Lacour From Holger.Haase at stepstone.de Wed Dec 5 04:18:05 2007 From: Holger.Haase at stepstone.de (Holger Haase) Date: Wed, 5 Dec 2007 10:18:05 +0100 Subject: [rt-users] Attachments on reply In-Reply-To: <6DC8A650-68C6-4D3E-98E2-053EC907E156@mionegroup.com> Message-ID: <22C8573C220A324BAB1F531746686C58C6FA20@DE-2K3EX-DUS01.stepstone.asa> Hi David, this did not the trick, the attachment is stored in the ticket But not send out per mail. My resolve template: ------------------------------------- Subject: Resolved: {$Ticket->Subject} RT-Attach-Message: yes According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message. -------------------------------------- My correspondence template: ------------------------------------------ X-RT-Queue: {$Ticket->QueueObj->Name} RT-Attach-Message: yes [{$rtname} #{$Ticket->id()}] Ticket id} > {$Transaction->Content()} -------------------------------------------- Regards Holger. -----Urspr?ngliche Nachricht----- Von: David Hobley [mailto:david.hobley at mionegroup.com] Gesendet: Dienstag, 4. Dezember 2007 23:44 An: Holger Haase Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Attachments on reply Holger, In the template you use for the messages, you need to include: RT-Attach-Message: yes to ensure that Attachments get sent. Cheers, David On 05/12/2007, at 3:07 AM, Holger Haase wrote: > Is there anybody out there wha can tell me a solution. > Why are attachments that I add to a reply or when resolving a ticket > in the WebUI are not send out by mail? We need this. > Regards > Holger. > > ------------------------------ > > Message: 3 > Date: Sun, 2 Dec 2007 10:08:03 +0100 > From: "Holger Haase" > Subject: [rt-users] Attachments on reply > To: > Message-ID: > > <22C8573C220A324BAB1F531746686C58C6F9FA at DE-2K3EX-DUS01.stepstone.asa> > Content-Type: text/plain; charset="utf-8" > > Hi all, > > Is there any way forwarding attachments when replying in addition to > store them in the ticket? > I use RT3.4.6 > > Thanks in advance, > Holger. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take up to 20 percent off the price. This sale won't last long, so get > in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From pape-rt at inf.fu-berlin.de Wed Dec 5 05:13:56 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 05 Dec 2007 11:13:56 +0100 Subject: [rt-users] Attachments on reply In-Reply-To: <22C8573C220A324BAB1F531746686C58C6FA20@DE-2K3EX-DUS01.stepstone.asa> References: <22C8573C220A324BAB1F531746686C58C6FA20@DE-2K3EX-DUS01.stepstone.asa> Message-ID: Hello, --Am 5. Dezember 2007 10:18:05 +0100 schrieb Holger Haase : > this did not the trick, the attachment is stored in the ticket > But not send out per mail. > My resolve template: > ------------------------------------- > Subject: Resolved: {$Ticket->Subject} > > RT-Attach-Message: yes > > According to our records, your request has been resolved. If you have any > further questions or concerns, please respond to this message. > -------------------------------------- you must not have a blank line between the subject: header and the RT-Attach-Message: header, hence your template should look ------------------------------------- Subject: Resolved: {$Ticket->Subject} RT-Attach-Message: yes According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message. -------------------------------------- Dirk. From rfh at pipex.net Wed Dec 5 06:17:10 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 05 Dec 2007 11:17:10 +0000 Subject: [rt-users] Business Hours help please In-Reply-To: <6.2.1.2.2.20071204093034.02ab9c40@mail.sdsu.edu> References: <475555A9.9060409@pipex.net> <0DD6BC9ABC0D2747AF8589AEA9722A400150B0FE@rachael-reborn.letnet.net> <47557F81.8070906@pipex.net> <6.2.1.2.2.20071204093034.02ab9c40@mail.sdsu.edu> Message-ID: <475688B6.3040503@pipex.net> Thanks Gene , I did not spot this yesterday, I 'll give it a try, Regards; Roy Gene LeDuc wrote: > Hi Roy, > > I needed a way to subtract business hours from a timestamp so I added > my own sub_seconds() method to the package. I'm not sure if I ever > posted it to the wiki, so here it is. Just include this code at the > end of your program and call it like you would the add_seconds() > method. I sent the code to the business::hours authors but I never > heard anything back so I guess it was not included. > > For your purposes I think you would just assign the larger of the > timestamps to a Business::Hours object and then subtract the smaller > timestamp from it using this method. > > ### Need to add this to Business::Hours so I can count backwards from > due date > { package Business::Hours; > sub sub_seconds { > ### This method is hacked version of add_seconds(), written by > Gene LeDuc > my $self = shift; > my $start = shift; > my $seconds = shift; > > # the maximum time after which we stop searching for business hours > my $MAXTIME = (30 * 24 * 60 * 60); # 30 days > > my $first; > > my $period = (24 * 60 * 60); > my $begin = $start - $period; > > my $hours = new Set::IntSpan; > while ($hours->empty or $self->between($hours->first, $start) <= > $seconds) { > if ($begin <= $start - $MAXTIME) { > return -1; > } > $hours = $self->for_timespan(Start => $begin, End => $start); > > $begin -= $period; > } > > my @elements = reverse elements $hours; > $first = $elements[$seconds]; > > return $first; > } > > 1; #this line is important and will help the module return a true value > } > > Regards, > Gene > > At 08:25 AM 12/4/2007, Roy El-Hames wrote: >> Hi Mark; >> >> Thanks for your reply, I am looking for the business hours/ or >> seconds between 2 time stamps I had a look at the cpan page before I >> emailed the list but unfortuantely I either did not understand it or >> missing something .. I also tried the between routine and can't >> figure it out, >> I was hoping someone have actually used this module similar to the >> calculation I need .. which is basically how long in working hours >> did the ticket last from open to close .. >> >> Regards; >> Roy >> >> >> Roedel, Mark wrote: >>> You don't say exactly what you're looking for as output. As noted in >>> the Business::Hours documentation, for_timespan returns a Set::IntSpan, >>> which is what you're seeing in your dump. Just eyeballing things, it >>> looks like the 'edges' array contains Unix timestamps corresponding to >>> the beginnings and ends of the ranges of time between your start and >>> end >>> which fall within the business hours you defined. >>> http://search.cpan.org/dist/Set-IntSpan/IntSpan.pm has more information >>> on working with a Set::IntSpan. >>> >>> If you're just trying to get the number of business hours that occur >>> within your range, Business::Hours does also have a "between" >>> subroutine >>> that returns the number of business seconds between two timestamps. >>> (See http://search.cpan.org/dist/Business-Hours/lib/Business/Hours.pm >>> for full information on Business::Hours.) >>> >>> >>> -- >>> Mark Roedel >>> Senior Programmer / Analyst >>> LeTourneau University >>> Longview, Texas USA >>> >>> >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roy >>> El-Hames >>> Sent: Tuesday, December 04, 2007 7:27 AM >>> To: RT Users >>> Subject: [rt-users] Business Hours help please >>> >>> Hi ; >>> >>> Can anyone help me with the code of how to determine the Business >>> Hours between 2 dates: >>> What I got : >>> my $hours = Business::Hours->new(); >>> $hours->business_hours( >>> 0 => { Name => 'Sunday', Start => undef, End => undef }, >>> 1 => { Name => 'Monday', Start => '09:00', End => '17:30' }, >>> 2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' }, >>> 3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' }, >>> 4 => { Name => 'Thursday', Start => '09:00', End => '17:30' }, >>> 5 => { Name => 'Friday', Start => '09:00', End => '17:30' }, >>> 6 => { Name => 'Saturday', Start => undef, End => undef } >>> ); >>> my $wtime = $hours->for_timespan(Start => time(), End => >>> time()+(86400*7)); >>> my $splosh = Dumper($wtime) ; >>> >>> print "$splosh nnn\n"; >>> >>> I get : >>> $VAR1 = bless( { >>> 'negInf' => 0, >>> 'edges' => [ >>> 1196774745, >>> 1196789399, >>> 1196845199, >>> 1196875799, >>> 1196931599, >>> 1196962199, >>> 1197017999, >>> 1197048599, >>> 1197277199, >>> 1197307799, >>> 1197363599, >>> 1197379546 >>> ], >>> 'posInf' => 0, >>> 'empty_string' => \'-' >>> }, 'Set::IntSpan' ); >>> nnn >>> >>> >>> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, >> we'll take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. Email us at sales at bestpractical.com or call us at +1 >> 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales 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 Wed Dec 5 06:53:08 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 5 Dec 2007 12:53:08 +0100 Subject: [rt-users] struggling a bit with RT In-Reply-To: <20071205083648.GA2862@easter-eggs.com> References: <47556E1D020000AE0000560F@ACPIC-S406.a.rcmp-grc.gc.ca> <20071204223402.GV30165@bestpractical.com> <20071205083648.GA2862@easter-eggs.com> Message-ID: <20071205115308.GK2862@easter-eggs.com> On Wed, Dec 05, 2007 at 09:36:49AM +0100, Emmanuel Lacour wrote: > On Tue, Dec 04, 2007 at 05:34:02PM -0500, Jesse Vincent wrote: > > Roy, > > > > > > > Issue #1 > > > trying to create CF's with a date popup calendar. > > > Any docs/examples/hints ???? > > > > Unfortunately, RT doesn't currently support 'Date' custom fields. We'd > > love a patch to add it. It's on the "eventually" list. > > > > > I'm interested too here for a "date" customfield. I will try to make a > patch soon. > here is a patch against 3.6.5 which works for me. -- Emmanuel Lacour -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_Date_CustomField_type.patch Type: text/x-diff Size: 3246 bytes Desc: not available URL: From crpatter at ci.grand-rapids.mi.us Wed Dec 5 07:44:33 2007 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Wed, 5 Dec 2007 07:44:33 -0500 Subject: [rt-users] Recurring signin with 3.6.4 In-Reply-To: <4755EA92.6060307@lbl.gov> References: <4755EA92.6060307@lbl.gov> Message-ID: Ken, We are on 3.6.4 are occasionally have the same problem. We write our session data to disk rather than the hard drive. It seems that when the repeated sign on problem occurs, the session data didn't get properly written. It's a bit annoying, but usually after your second sign on it goes away. Sometimes it takes several tries. At this point, I'm not quite sure if there is a solution or what could be causing it. Write contention in the sessions folder perhaps? I know this doesn't solve your problem, but maybe it's a little reassuring that you're not the only one. Craig Patterson NGIT/City of Grand Rapids -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, December 04, 2007 7:02 PM To: rt Users Subject: [rt-users] Recurring signin with 3.6.4 To all, I read about this bug in 3.6.0 and I waited until 3.6.4 before downloading the newest version (3.6.4). Either I missed a module or a patch or something because RT keeps making sign-in a second time the moment I select something from the menu after my initial sign-in. I went looking for this error and I'm afraid that the patch is so far removed from today that I just can't seem to find it. Has anyone else had difficulty with a recurring sign-in on RT 3.6.4? Anyone have an idea as to what I may have NOT downloaded? OR a task I missed? Thanks. Kenn LBNL _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From ktm at rice.edu Wed Dec 5 08:49:54 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 5 Dec 2007 07:49:54 -0600 Subject: [rt-users] Recurring signin with 3.6.4 In-Reply-To: References: <4755EA92.6060307@lbl.gov> Message-ID: <20071205134954.GK1837@it.is.rice.edu> Craig and Kenn, I am curious. What are your reasons for storing the session information in a file and not in the database? Cheers, Ken Marshall On Wed, Dec 05, 2007 at 07:44:33AM -0500, Patterson, Craig wrote: > Ken, > > We are on 3.6.4 are occasionally have the same problem. We write our > session data to disk rather than the hard drive. It seems that when the > repeated sign on problem occurs, the session data didn't get properly > written. It's a bit annoying, but usually after your second sign on it > goes away. Sometimes it takes several tries. > > At this point, I'm not quite sure if there is a solution or what could > be causing it. Write contention in the sessions folder perhaps? > > I know this doesn't solve your problem, but maybe it's a little > reassuring that you're not the only one. > > Craig Patterson > NGIT/City of Grand Rapids > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth > Crocker > Sent: Tuesday, December 04, 2007 7:02 PM > To: rt Users > Subject: [rt-users] Recurring signin with 3.6.4 > > To all, > > > I read about this bug in 3.6.0 and I waited until 3.6.4 before > downloading the newest version (3.6.4). Either I missed a module or a > patch or something because RT keeps making sign-in a second time the > moment I select something from the menu after my initial sign-in. I went > > looking for this error and I'm afraid that the patch is so far removed > from today that I just can't seem to find it. Has anyone else had > difficulty with a recurring sign-in on RT 3.6.4? Anyone have an idea as > to what I may have NOT downloaded? OR a task I missed? Thanks. > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: 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 > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sturner at MIT.EDU Wed Dec 5 09:12:33 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 05 Dec 2007 09:12:33 -0500 Subject: [rt-users] Problem in canned reply In-Reply-To: <20071204215633.GQ30165@bestpractical.com> References: <200712040958.43635.npf@eurotux.com> <6.2.3.4.2.20071204093052.039f1b18@po14.mit.edu> <200712041457.23127.npf@eurotux.com> <6.2.3.4.2.20071204101300.03e22b28@po14.mit.edu> <20071204215633.GQ30165@bestpractical.com> Message-ID: <6.2.3.4.2.20071205090935.045ac4a8@po14.mit.edu> At Tuesday 12/4/2007 04:56 PM, Jesse Vincent wrote: > > It's a bit obscure - there's a mention of it in > > http://wiki.bestpractical.com/view/Template . The real requirement is > > a blank line between mail headers and the message body in the > > complete mail message assembled by RT from your template plus other > > stuff RT adds. RT will put mail headers before your template - so if > > your template itself contains headers, you need a blank line between > > your headers and the body. If your template has no headers, the first > > line must be blank. > >That's not _quite_ it. If the template has no headers and the first line >contains a :, then the first line must be blank. Otherwise, RT can't >tell the difference and tries to make it a header > >jesse Jesse, I'm finding that a template with no headers _always_ has to have the first line blank (vanilla RT 3.6.5). Otherwise I get: error: couldn't parse head; error near: First line not blank Am I missing something? Thanks, Steve From crpatter at ci.grand-rapids.mi.us Wed Dec 5 09:20:03 2007 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Wed, 5 Dec 2007 09:20:03 -0500 Subject: [rt-users] Recurring signin with 3.6.4 In-Reply-To: <20071205134954.GK1837@it.is.rice.edu> References: <4755EA92.6060307@lbl.gov> <20071205134954.GK1837@it.is.rice.edu> Message-ID: I can't speak for Kenn, he never mentions that he stores his session data on his servers hard drive. As for me, there's no specific reason we store it on the drive rather than in the database. When my predecessor installed 3.4.2 a couple of years ago, he set it up that way. When I upgraded a few months ago to 3.6.4, I left it as it was. That said, to me, it seems overkill to save session data in the db. In my two years as RT admin, I've never had to go back and look up old session data. Perhaps someone else can answer whether or not there is an advantage to one way or another. Craig -----Original Message----- From: Kenneth Marshall [mailto:ktm at rice.edu] Sent: Wednesday, December 05, 2007 8:50 AM To: Patterson, Craig Cc: Kenneth Crocker; rt Users Subject: Re: [rt-users] Recurring signin with 3.6.4 Craig and Kenn, I am curious. What are your reasons for storing the session information in a file and not in the database? Cheers, Ken Marshall On Wed, Dec 05, 2007 at 07:44:33AM -0500, Patterson, Craig wrote: > Ken, > > We are on 3.6.4 are occasionally have the same problem. We write our > session data to disk rather than the hard drive. It seems that when the > repeated sign on problem occurs, the session data didn't get properly > written. It's a bit annoying, but usually after your second sign on it > goes away. Sometimes it takes several tries. > > At this point, I'm not quite sure if there is a solution or what could > be causing it. Write contention in the sessions folder perhaps? > > I know this doesn't solve your problem, but maybe it's a little > reassuring that you're not the only one. > > Craig Patterson > NGIT/City of Grand Rapids > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth > Crocker > Sent: Tuesday, December 04, 2007 7:02 PM > To: rt Users > Subject: [rt-users] Recurring signin with 3.6.4 > > To all, > > > I read about this bug in 3.6.0 and I waited until 3.6.4 before > downloading the newest version (3.6.4). Either I missed a module or a > patch or something because RT keeps making sign-in a second time the > moment I select something from the menu after my initial sign-in. I went > > looking for this error and I'm afraid that the patch is so far removed > from today that I just can't seem to find it. Has anyone else had > difficulty with a recurring sign-in on RT 3.6.4? Anyone have an idea as > to what I may have NOT downloaded? OR a task I missed? Thanks. > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: 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 > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Dec 5 10:48:22 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Dec 2007 10:48:22 -0500 Subject: [rt-users] Problem in canned reply In-Reply-To: <6.2.3.4.2.20071205090935.045ac4a8@po14.mit.edu> References: <200712040958.43635.npf@eurotux.com> <6.2.3.4.2.20071204093052.039f1b18@po14.mit.edu> <200712041457.23127.npf@eurotux.com> <6.2.3.4.2.20071204101300.03e22b28@po14.mit.edu> <20071204215633.GQ30165@bestpractical.com> <6.2.3.4.2.20071205090935.045ac4a8@po14.mit.edu> Message-ID: <20071205154822.GM30165@bestpractical.com> > >That's not _quite_ it. If the template has no headers and the first line > >contains a :, then the first line must be blank. Otherwise, RT can't > >tell the difference and tries to make it a header > > > >jesse > > Jesse, > > I'm finding that a template with no headers _always_ has to have the > first line blank (vanilla RT 3.6.5). Otherwise I get: > > error: couldn't parse head; error near: First line not blank > > Am I missing something? No. it looks like someone removed my feature at some point :( > Thanks, > Steve > -- From jesse at bestpractical.com Wed Dec 5 10:50:22 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Dec 2007 10:50:22 -0500 Subject: [rt-users] Attachments on reply In-Reply-To: <22C8573C220A324BAB1F531746686C58C6FA20@DE-2K3EX-DUS01.stepstone.asa> References: <6DC8A650-68C6-4D3E-98E2-053EC907E156@mionegroup.com> <22C8573C220A324BAB1F531746686C58C6FA20@DE-2K3EX-DUS01.stepstone.asa> Message-ID: <20071205155021.GN30165@bestpractical.com> On Wed, Dec 05, 2007 at 10:18:05AM +0100, Holger Haase wrote: > Hi David, > > this did not the trick, the attachment is stored in the ticket > But not send out per mail. > My resolve template: > ------------------------------------- > Subject: Resolved: {$Ticket->Subject} > > RT-Attach-Message: yes > > According to our records, your request has been resolved. If you have any > further questions or concerns, please respond to this message. > -------------------------------------- I don't think you want that extra blank line between Subject and RT-Attach-Message -jesse From Holger.Haase at stepstone.de Wed Dec 5 10:49:19 2007 From: Holger.Haase at stepstone.de (Holger Haase) Date: Wed, 5 Dec 2007 16:49:19 +0100 Subject: AW: [rt-users] Attachments on reply In-Reply-To: Message-ID: <22C8573C220A324BAB1F531746686C58C6FA29@DE-2K3EX-DUS01.stepstone.asa> Hey, Many thanks, this fixed it. :-) Thanks and best regards, Holger. -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Dirk Pape Gesendet: Mittwoch, 5. Dezember 2007 11:14 An: rt-users at lists.bestpractical.com Betreff: RE: [rt-users] Attachments on reply Hello, --Am 5. Dezember 2007 10:18:05 +0100 schrieb Holger Haase : > this did not the trick, the attachment is stored in the ticket But not > send out per mail. > My resolve template: > ------------------------------------- > Subject: Resolved: {$Ticket->Subject} > > RT-Attach-Message: yes > > According to our records, your request has been resolved. If you have > any further questions or concerns, please respond to this message. > -------------------------------------- you must not have a blank line between the subject: header and the RT-Attach-Message: header, hence your template should look ------------------------------------- Subject: Resolved: {$Ticket->Subject} RT-Attach-Message: yes According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message. -------------------------------------- Dirk. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Holger.Haase at stepstone.de Wed Dec 5 10:51:06 2007 From: Holger.Haase at stepstone.de (Holger Haase) Date: Wed, 5 Dec 2007 16:51:06 +0100 Subject: AW: [rt-users] Problem in Attachments with special characters - RT 3.6.4 In-Reply-To: <5383F55524AE6748B360645F92DCCB3F018AD1BE@ALHM3SRV.ae.local> Message-ID: <22C8573C220A324BAB1F531746686C58C6FA2A@DE-2K3EX-DUS01.stepstone.asa> Hi all, Is there any news on this? I've the same problem here with "german umlaute" Regards Holger. -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Juan Ram?n Alfageme Mata Gesendet: Dienstag, 4. Dezember 2007 08:50 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Problem in Attachments with special characters - RT 3.6.4 Usually there is no problem with attachments, for example the next attachment link is loaded correctly, we can access it from web interface without issue: Content-Description: 1prueba prueba.xlsx content-type: application/octet-stream; name="1prueba prueba.xlsx" content-disposition: attachment; filename="1prueba prueba.xlsx" Content-Transfer-Encoding: base64 Content-Length: 8643 Download 1prueba prueba.xlsx [application/octet-stream 8.4k] Content-Description: 2pruebapr?eba.xls Message body not shown because it is too large or is not plain text. But if attachment filename has an iso-8859-1 character in it's filename link it's not correctly generated, attachment name is defined ad untitled and cannot be loaded, also email notification send attachment with incorrect name and .DAT extension: Content-Description: 2pruebapr?eba.xls Content-Type: name="2pruebapr?eba.xls" Content-Disposition: filename="2pruebapr?eba.xls" Content-Transfer-Encoding: base64 Content-Length: 22016 Download (untitled) [name="2pruebapr 21.5k] Message body not shown because it is too large or is not plain text. Content-Description: 3prueba pr?eba.xls Content-Type: name="3prueba pr?eba.xls" Content-Disposition: filename="3prueba pr?eba.xls" Content-Transfer-Encoding: base64 Content-Length: 22016 Download (untitled) [name="3prueba 21.5k] Message body not shown because it is too large or is not plain text. Any idea on how to fix it? Thanks for your support. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From max.clark at gmail.com Wed Dec 5 11:59:55 2007 From: max.clark at gmail.com (Max Clark) Date: Wed, 5 Dec 2007 08:59:55 -0800 Subject: [rt-users] Re: Autoassign User based on Email Address In-Reply-To: <6.2.1.2.2.20071204115810.027687f8@mail.sdsu.edu> References: <2fa1e1780711302130s7bce0b0ck8b76bfe0aff29f23@mail.gmail.com> <2fa1e1780712041108w2a3cfcbdn903766be82f1d064@mail.gmail.com> <6.2.1.2.2.20071204115810.027687f8@mail.sdsu.edu> Message-ID: <2fa1e1780712050859j4440f250we1a0f6889fae184a@mail.gmail.com> Thank you. I will work on this today. On Dec 4, 2007 12:18 PM, Gene LeDuc wrote: > Hi Max, > > This is possible and probably not too difficult. > > You can get the "To:" addresses from the original e-mail using: > my @OriginalTo = > $self->TicketObj->Transactions->First->Attachments->First->GetHeader('To'); > > or if this is an "On Create" scrip, you might be able to use (this is > untested): > my @OriginalTo = $self->TransactionObj->GetHeader('To'); > > This will give you an array @OriginalTo of all the addresses that were on > the "To:" header. If the e-mail had several addresses then you'll have to > figure out which one you want. > > Then do your queue and owner assignments like this: > $self->TicketObj->SetOwner($username); > $self->TicketObj->SetQueue("support"); > > So an e-mail sent to bob at rt.yourcompany.com would end up in your "support" > queue assigned to user "bob at rt.yourcompany.com". Warning - This will cause > RT to try this assignment on _every_ new ticket sent to it. If this is not > what you want, then you need to do some conditional checking to make sure > that the $username is one of your support techs and then bail if it's not > the case. > > This might need some tweaking, but the basic recipe should work. > > Regards, > Gene > > > At 11:08 AM 12/4/2007, Max Clark wrote: > >I've been digging through the wiki but I have yet to find a solution > >to this. Is it possible to autoassign a user based on the to: address? > >I want to be able to send email to foo at rt which will create a ticket > >in the support queue assigned to foo. > > > >Thanks in advance, > >Max > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > >If you sign up for a new RT support contract before December 31, we'll take > >up to 20 percent off the price. This sale won't last long, so get in touch > >today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > >Community help: http://wiki.bestpractical.com > >Commercial support: 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 max.clark at gmail.com Wed Dec 5 12:02:34 2007 From: max.clark at gmail.com (Max Clark) Date: Wed, 5 Dec 2007 09:02:34 -0800 Subject: [rt-users] Re: Do not autocreate users In-Reply-To: <2fa1e1780711290941y421831feud5a81477a2e731ed@mail.gmail.com> References: <2fa1e1780711290941y421831feud5a81477a2e731ed@mail.gmail.com> Message-ID: <2fa1e1780712050902k75bc0220xf79afdcecd6e4c51@mail.gmail.com> This can be resolved by creating a group "customers" and granting the customers group createticket rights to the queue and leaving everyone off. On Nov 29, 2007 9:41 AM, Max Clark wrote: > Hello, > > For a few of our queues I need to be able to autocreate users when > they send email (I have this working from the documentation), while on > other queues instead of autocreating new users I want to hold > messages from unknown users in a pending queue. When a ticket is moved > from the pending queue to the real queue I want to create the > requestor in the system for future use. Will RT support this? > > A more detailed flow is below. > > Thanks, > Max > > - Requestor emails support at rt > - Is valid user yes/no? > -- If yes create ticket and send autoresponder > -- If no create ticket in pending queue and send "you are an unknown > user" autoresponder > --- Support rep periodically checks pending queue and moves valid > tickets back to the support queue, in the process RT creates a user > from the requestor so future emails are not sent to the unknown queue > From max.clark at gmail.com Wed Dec 5 12:55:10 2007 From: max.clark at gmail.com (Max Clark) Date: Wed, 5 Dec 2007 09:55:10 -0800 Subject: [rt-users] Queue Moderator? Message-ID: <2fa1e1780712050955j4007b883te2efdd8f44f7169b@mail.gmail.com> While basically resolved by creating a customers group and only assigning createticket privileges to the customer group the solution still leaves a missing feature. When an unknown user emails the RT queue they receive a bounce message, the RT owner email receives a message and that is it. How can I put these emails from unknown users into a Queue "unknown" and create a ticket for them? -Max > For a few of our queues I need to be able to autocreate users when > they send email (I have this working from the documentation), while on > other queues instead of autocreating new users I want to hold > messages from unknown users in a pending queue. When a ticket is moved > from the pending queue to the real queue I want to create the > requestor in the system for future use. Will RT support this? > > A more detailed flow is below. > > Thanks, > Max > > - Requestor emails support at rt > - Is valid user yes/no? > -- If yes create ticket and send autoresponder > -- If no create ticket in pending queue and send "you are an unknown > user" autoresponder > --- Support rep periodically checks pending queue and moves valid > tickets back to the support queue, in the process RT creates a user > from the requestor so future emails are not sent to the unknown queue > From matt.pounsett at cira.ca Wed Dec 5 13:17:10 2007 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Wed, 5 Dec 2007 13:17:10 -0500 Subject: [rt-users] Recurring signin with 3.6.4 In-Reply-To: <20071205134954.GK1837@it.is.rice.edu> References: <4755EA92.6060307@lbl.gov> <20071205134954.GK1837@it.is.rice.edu> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 2007-Dec-05, at 08:49, Kenneth Marshall wrote: > Craig and Kenn, > > I am curious. What are your reasons for storing the session > information > in a file and not in the database? I'm not sure about Craig and Kenn, but we're using local files for session data because the database didn't work. I posted a few messages about that a couple of weeks ago, but didn't find any solutions to the problem. We were seeing something similar to Kenn.. basically, people would be logged out randomly as RT failed to get their current session cookie from the database. http://lists.bestpractical.com/pipermail/rt-users/2007-November/ 048776.html Matt -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHVusomFeRJ0tjIxERAhi/AJ9i/GqGsf7+O+ePqf3SQLt4si3PBACbBxMY 3ft9zjRzzM4mK/5yM4AWh3U= =l16U -----END PGP SIGNATURE----- From KFCrocker at lbl.gov Wed Dec 5 13:20:48 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 05 Dec 2007 10:20:48 -0800 Subject: [rt-users] Recurring signin with 3.6.4 In-Reply-To: References: <4755EA92.6060307@lbl.gov> Message-ID: <4756EC00.2050209@lbl.gov> Craig, Thanks. I appreciate it. Kenn LBNL On 12/5/2007 4:44 AM, Patterson, Craig wrote: > Ken, > > We are on 3.6.4 are occasionally have the same problem. We write our > session data to disk rather than the hard drive. It seems that when the > repeated sign on problem occurs, the session data didn't get properly > written. It's a bit annoying, but usually after your second sign on it > goes away. Sometimes it takes several tries. > > At this point, I'm not quite sure if there is a solution or what could > be causing it. Write contention in the sessions folder perhaps? > > I know this doesn't solve your problem, but maybe it's a little > reassuring that you're not the only one. > > Craig Patterson > NGIT/City of Grand Rapids > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth > Crocker > Sent: Tuesday, December 04, 2007 7:02 PM > To: rt Users > Subject: [rt-users] Recurring signin with 3.6.4 > > To all, > > > I read about this bug in 3.6.0 and I waited until 3.6.4 before > downloading the newest version (3.6.4). Either I missed a module or a > patch or something because RT keeps making sign-in a second time the > moment I select something from the menu after my initial sign-in. I went > > looking for this error and I'm afraid that the patch is so far removed > from today that I just can't seem to find it. Has anyone else had > difficulty with a recurring sign-in on RT 3.6.4? Anyone have an idea as > to what I may have NOT downloaded? OR a task I missed? Thanks. > > Kenn > LBNL > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Dec 5 13:43:32 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 05 Dec 2007 10:43:32 -0800 Subject: [rt-users] Recurring signin with 3.6.4 In-Reply-To: <20071205134954.GK1837@it.is.rice.edu> References: <4755EA92.6060307@lbl.gov> <20071205134954.GK1837@it.is.rice.edu> Message-ID: <4756F154.5080603@lbl.gov> Kenneth, We are on Oracle 9 (soon going to 10) and RT doesn't seem to work well with Oracle for sessions. So we use the "file" method for storing. I would love to hear from anyone using Oracle on how they deal with the sessions table problem. Kenn LBNL On 12/5/2007 5:49 AM, Kenneth Marshall wrote: > Craig and Kenn, > > I am curious. What are your reasons for storing the session information > in a file and not in the database? > > Cheers, > Ken Marshall > > On Wed, Dec 05, 2007 at 07:44:33AM -0500, Patterson, Craig wrote: >> Ken, >> >> We are on 3.6.4 are occasionally have the same problem. We write our >> session data to disk rather than the hard drive. It seems that when the >> repeated sign on problem occurs, the session data didn't get properly >> written. It's a bit annoying, but usually after your second sign on it >> goes away. Sometimes it takes several tries. >> >> At this point, I'm not quite sure if there is a solution or what could >> be causing it. Write contention in the sessions folder perhaps? >> >> I know this doesn't solve your problem, but maybe it's a little >> reassuring that you're not the only one. >> >> Craig Patterson >> NGIT/City of Grand Rapids >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth >> Crocker >> Sent: Tuesday, December 04, 2007 7:02 PM >> To: rt Users >> Subject: [rt-users] Recurring signin with 3.6.4 >> >> To all, >> >> >> I read about this bug in 3.6.0 and I waited until 3.6.4 before >> downloading the newest version (3.6.4). Either I missed a module or a >> patch or something because RT keeps making sign-in a second time the >> moment I select something from the menu after my initial sign-in. I went >> >> looking for this error and I'm afraid that the patch is so far removed >> from today that I just can't seem to find it. Has anyone else had >> difficulty with a recurring sign-in on RT 3.6.4? Anyone have an idea as >> to what I may have NOT downloaded? OR a task I missed? Thanks. >> >> Kenn >> LBNL >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll >> take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales 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 Dec 5 13:46:20 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 05 Dec 2007 10:46:20 -0800 Subject: [rt-users] Recurring signin with 3.6.4 In-Reply-To: References: <4755EA92.6060307@lbl.gov> <20071205134954.GK1837@it.is.rice.edu> Message-ID: <4756F1FC.3000304@lbl.gov> Craig, My situation is the same as yours. We've been storing our session data on file for a couple years now, since 3.4.4. IS there anyone out there using ORACLE that has this problem? Kenn LBNL On 12/5/2007 6:20 AM, Patterson, Craig wrote: > I can't speak for Kenn, he never mentions that he stores his session > data on his servers hard drive. > > As for me, there's no specific reason we store it on the drive rather > than in the database. When my predecessor installed 3.4.2 a couple of > years ago, he set it up that way. When I upgraded a few months ago to > 3.6.4, I left it as it was. > > That said, to me, it seems overkill to save session data in the db. In > my two years as RT admin, I've never had to go back and look up old > session data. > > Perhaps someone else can answer whether or not there is an advantage to > one way or another. > > Craig > > -----Original Message----- > From: Kenneth Marshall [mailto:ktm at rice.edu] > Sent: Wednesday, December 05, 2007 8:50 AM > To: Patterson, Craig > Cc: Kenneth Crocker; rt Users > Subject: Re: [rt-users] Recurring signin with 3.6.4 > > Craig and Kenn, > > I am curious. What are your reasons for storing the session information > in a file and not in the database? > > Cheers, > Ken Marshall > > On Wed, Dec 05, 2007 at 07:44:33AM -0500, Patterson, Craig wrote: >> Ken, >> >> We are on 3.6.4 are occasionally have the same problem. We write our >> session data to disk rather than the hard drive. It seems that when > the >> repeated sign on problem occurs, the session data didn't get properly >> written. It's a bit annoying, but usually after your second sign on > it >> goes away. Sometimes it takes several tries. >> >> At this point, I'm not quite sure if there is a solution or what could >> be causing it. Write contention in the sessions folder perhaps? >> >> I know this doesn't solve your problem, but maybe it's a little >> reassuring that you're not the only one. >> >> Craig Patterson >> NGIT/City of Grand Rapids >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth >> Crocker >> Sent: Tuesday, December 04, 2007 7:02 PM >> To: rt Users >> Subject: [rt-users] Recurring signin with 3.6.4 >> >> To all, >> >> >> I read about this bug in 3.6.0 and I waited until 3.6.4 before >> downloading the newest version (3.6.4). Either I missed a module or a >> patch or something because RT keeps making sign-in a second time the >> moment I select something from the menu after my initial sign-in. I > went >> looking for this error and I'm afraid that the patch is so far removed > >> from today that I just can't seem to find it. Has anyone else had >> difficulty with a recurring sign-in on RT 3.6.4? Anyone have an idea > as >> to what I may have NOT downloaded? OR a task I missed? Thanks. >> >> Kenn >> LBNL >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll >> take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll > take >> up to 20 percent off the price. This sale won't last long, so get in > touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From long.dave at gmail.com Wed Dec 5 18:27:26 2007 From: long.dave at gmail.com (Dave Long) Date: Wed, 5 Dec 2007 16:27:26 -0700 Subject: [rt-users] Email links in templates Message-ID: <2cd8b08f0712051527h561cada3j5885551fc282d49b@mail.gmail.com> All: I have the following line in a custom template: mailto: rt_{$Ticket->QueueObj->Name}_comment at domain.com?Subject=[{$rtname}%20#{$Ticket->id}]. Certain email clients will not display the email address as a link. Is there a way to absolutely be certain that a client will see HTML messages, or at least the mailto link? Any suggestions would be appreciated. -- Dave Long long.dave at gmail.com From cshort at n6.com.au Thu Dec 6 02:06:12 2007 From: cshort at n6.com.au (Christopher Short) Date: Wed, 5 Dec 2007 23:06:12 -0800 Subject: [rt-users] Modify without ModifyTicket? Message-ID: <415AD65C134E3F4FA0B4D06C88D63F3007986DB059@EXVMBX015-3.exch015.msoutlookonline.net> Hi, I have users who can modify tickets in a queue that I didn't expect. All those users are are assigned to just one group with these permissions on the queue: CommentOnTicket OwnTicket SeeQueue ShowTicket ShowTicketComments The only other thing that applies to them is the Everybody group with ReplyTicket. Privileged has no added rights. Is ModifyTicket implied by OwnTicket? I've seen comments that imply that it isn't. Christopher (RT 3.6.1) -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Thu Dec 6 04:09:11 2007 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Thu, 06 Dec 2007 10:09:11 +0100 Subject: [rt-users] Recurring signin with 3.6.4 In-Reply-To: <4756F154.5080603@lbl.gov> References: <4755EA92.6060307@lbl.gov> <20071205134954.GK1837@it.is.rice.edu> <4756F154.5080603@lbl.gov> Message-ID: <4757BC37.1000308@mococo.nl> Kenneth Crocker wrote: > Kenneth, > > > We are on Oracle 9 (soon going to 10) and RT doesn't seem to work > well with Oracle for sessions. So we use the "file" method for storing. > I would love to hear from anyone using Oracle on how they deal with the > sessions table problem. > > Kenn > LBNL > > On 12/5/2007 5:49 AM, Kenneth Marshall wrote: >> Craig and Kenn, >> >> I am curious. What are your reasons for storing the session information >> in a file and not in the database? >> We tried it too, storing in the db, using Oracle XE (10g) but it doesn't work somehow. Since storing on disk does work and having a cron entry removing everything older than a couple of days I don't mind being those files on disk. There isn't any data in it which needs to be backuped up so I let it be. Joop From matt.pounsett at cira.ca Thu Dec 6 10:36:03 2007 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Thu, 6 Dec 2007 10:36:03 -0500 Subject: [rt-users] RT not generating email for CCs/AdminCCs Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 We've just recently upgraded our RT install to version 3.6.5. It looks like, under the new version, CC users and AdminCC users aren't receiving email about ticket updates. Requesters *are* getting email, so I know RT is capable of sending. According to my mail logs, there isn't even an attempt at sending messages to CC/AdminCC users. I've gone through the new RT_Config.pm and don't see any configuration options that directly relate to this. I'd considered that the $RedistributeAutoGeneratedMessages setting might affect this, but the AdminCCs and CCs being added are all manually created RT users with privileges. Do we just have the wrong expectation for how RT should be behaving here? I've done a bit of googling around for this, but didn't have much luck. Does this sound familiar to anyone? My (slightly sanitized) RT_SiteConfig.pm is included below. My appreciation for any suggestions. Matt Set($rtname, 'Foo'); Set($Organization, "Foo"); Set($Timezone, 'America/Toronto'); Set($OWnerEmail, 'admin at foo.ca'); Set($LogToFile, 'debug'); @LogToSyslogConf = (socket=>'inet'); Set($WebBaseURL, "https://ticket.foo.ca"); Set($RedistributeAutoGeneratedMessages, 'privileged'); @ActiveStatus = qw( new open patched tested stalled ); Set($WebSessionClass , 'Apache::Session::File'); 1; -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHWBbmmFeRJ0tjIxERAoySAKCM+Lh3iXrU5AbM3PNa7fKgZzLVIACfdG25 aoOd1ZGAUIbOh9t+QUDxQ2k= =c6aC -----END PGP SIGNATURE----- From KFCrocker at lbl.gov Thu Dec 6 12:45:12 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 06 Dec 2007 09:45:12 -0800 Subject: [rt-users] Recurring signin with 3.6.4 In-Reply-To: <4757BC37.1000308@mococo.nl> References: <4755EA92.6060307@lbl.gov> <20071205134954.GK1837@it.is.rice.edu> <4756F154.5080603@lbl.gov> <4757BC37.1000308@mococo.nl> Message-ID: <47583528.8030604@lbl.gov> Joop, Thanks. We are currently doing the same thing you are (storing session on disk), yet I am still getting the two-time loop for sign-ins. What did you do to resolve the cookie problem, if you had one? If you didn't have a cookie problem, then I still can't figure out what is causing the double sign-in. What were you're setup procedures/parameters for storing session data to file? It perplexes me. I was looking thru the archives and the causes seemed to be in two camps: 1) the DB camp - whereas an alter for the sessions table to CLOB/ORACLE or LONGBLOB/MySQL seemed to work and 2) the store to file camp - which listed various causes such as FireFox/cookies/expire date on cookies/clearing cookies and possibly binary data corruption. At this point, I feel the need to ask Jesse what your technical guys have found out about this problem in relation to ORACLE and/or FireFox? Did this happen for ORACLE users in 3.6.1 thru 3.6.3? If not, what does 3.6.4 do differently that may cause this? This is critical to our getting 3.6.4 into production. Any help here would be greatly appreciated. Thanks. Kenn LBNL On 12/6/2007 1:09 AM, Joop van de Wege wrote: > Kenneth Crocker wrote: >> Kenneth, >> >> >> We are on Oracle 9 (soon going to 10) and RT doesn't seem to work >> well with Oracle for sessions. So we use the "file" method for >> storing. I would love to hear from anyone using Oracle on how they >> deal with the sessions table problem. >> >> Kenn >> LBNL >> >> On 12/5/2007 5:49 AM, Kenneth Marshall wrote: >>> Craig and Kenn, >>> >>> I am curious. What are your reasons for storing the session information >>> in a file and not in the database? >>> > We tried it too, storing in the db, using Oracle XE (10g) but it doesn't > work somehow. > Since storing on disk does work and having a cron entry removing > everything older than a couple of days I don't mind being those files on > disk. There isn't any data in it which needs to be backuped up so I let > it be. > > Joop > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Dec 6 12:52:13 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 06 Dec 2007 09:52:13 -0800 Subject: [rt-users] Modify without ModifyTicket? In-Reply-To: <415AD65C134E3F4FA0B4D06C88D63F3007986DB059@EXVMBX015-3.exch015.msoutlookonline.net> References: <415AD65C134E3F4FA0B4D06C88D63F3007986DB059@EXVMBX015-3.exch015.msoutlookonline.net> Message-ID: <475836CD.5060603@lbl.gov> Christopher, What rights have you given the role "owner" both globally and for that queue? CommentOnTicket allows modification ONLY to the comments part of a ticket, not the status or dates, etc. Do you have RightsMatrix? That will help a great deal in finding out "who" can do "what" and "where" and thru what rights. You could have inadvertently granted some rights thru "fall-thru" inclusion to rights for roles. Hope this helps. Kenn LBNL On 12/5/2007 11:06 PM, Christopher Short wrote: > Hi, > > I have users who can modify tickets in a queue that I didn't expect. > > > > All those users are are assigned to just one group with these > permissions on the queue: > > > > CommentOnTicket > OwnTicket > SeeQueue > ShowTicket > ShowTicketComments > > > > The only other thing that applies to them is the Everybody group with > ReplyTicket. Privileged has no added rights. > > > > Is ModifyTicket implied by OwnTicket? I've seen comments that imply that > it isn't. > > > > Christopher > > (RT 3.6.1) > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Dec 6 13:00:40 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 06 Dec 2007 10:00:40 -0800 Subject: [rt-users] RT not generating email for CCs/AdminCCs In-Reply-To: References: Message-ID: <475838C8.4030706@lbl.gov> Matt, Based on your comment about not seeing attempts in the log, it SOUNDS like there isn't a specific scrip for XX activity for AdminCc and Cc's, but since I'm sure you checked that, so it may be something else. I assume these persons were getting email for this activity before? What type of updates to the ticket are you talking about? When you upgraded, did you do anything with the tables involving scrips? Did you create NEW notification scrips or accidentally disable some? Kenn LBNL On 12/6/2007 7:36 AM, Matt Pounsett wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > > We've just recently upgraded our RT install to version 3.6.5. It looks > like, under the new version, CC users and AdminCC users aren't receiving > email about ticket updates. Requesters *are* getting email, so I know > RT is capable of sending. According to my mail logs, there isn't even > an attempt at sending messages to CC/AdminCC users. > > I've gone through the new RT_Config.pm and don't see any configuration > options that directly relate to this. I'd considered that the > $RedistributeAutoGeneratedMessages setting might affect this, but the > AdminCCs and CCs being added are all manually created RT users with > privileges. > > Do we just have the wrong expectation for how RT should be behaving here? > > I've done a bit of googling around for this, but didn't have much luck. > Does this sound familiar to anyone? > > My (slightly sanitized) RT_SiteConfig.pm is included below. > > My appreciation for any suggestions. > Matt > > > > Set($rtname, 'Foo'); > Set($Organization, "Foo"); > Set($Timezone, 'America/Toronto'); > Set($OWnerEmail, 'admin at foo.ca'); > Set($LogToFile, 'debug'); > @LogToSyslogConf = (socket=>'inet'); > Set($WebBaseURL, "https://ticket.foo.ca"); > Set($RedistributeAutoGeneratedMessages, 'privileged'); > @ActiveStatus = qw( new open patched tested stalled ); > Set($WebSessionClass , 'Apache::Session::File'); > 1; > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.6 (Darwin) > > iD8DBQFHWBbmmFeRJ0tjIxERAoySAKCM+Lh3iXrU5AbM3PNa7fKgZzLVIACfdG25 > aoOd1ZGAUIbOh9t+QUDxQ2k= > =c6aC > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com > From matt.pounsett at cira.ca Thu Dec 6 13:07:04 2007 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Thu, 6 Dec 2007 13:07:04 -0500 Subject: [rt-users] RT not generating email for CCs/AdminCCs In-Reply-To: <475838C8.4030706@lbl.gov> References: <475838C8.4030706@lbl.gov> Message-ID: <37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 2007-Dec-06, at 13:00, Kenneth Crocker wrote: > Matt, > > > Based on your comment about not seeing attempts in the log, it > SOUNDS like there isn't a specific scrip for XX activity for > AdminCc and Cc's, but since I'm sure you checked that, so it may be > something else. I assume these persons were getting email for this > activity before? What type of updates to the ticket are you talking > about? When you upgraded, did you do anything with the tables > involving scrips? Did you create NEW notification scrips or > accidentally disable some? > For that particular behaviour, we're just using the default scrips. I haven't specifically checked that because the database we're using is an import/upgrade from the old one, and the old (default) scrips should be there.. and I haven't made any changes to scrips in well over a year. I hadn't actually considered that they may have stopped working for some reason, but I can check that (I think). I haven't seen any errors logged anywhere related to this though, so I'll have to do some reading to figure out how to even debug that. Thanks for the idea. I'll check into it. Matt -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHWDpNmFeRJ0tjIxERAlb4AJ9Rdy2Pru3EyRVmTygvjsnY/n1InACggg9q LGgmAbmvH03jOGa/e+1NebA= =ume5 -----END PGP SIGNATURE----- From KFCrocker at lbl.gov Thu Dec 6 13:21:31 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 06 Dec 2007 10:21:31 -0800 Subject: [rt-users] RT not generating email for CCs/AdminCCs In-Reply-To: <37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca> References: <475838C8.4030706@lbl.gov> <37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca> Message-ID: <47583DAB.7050801@lbl.gov> Matt, Navigate to Congifuration>Global>Scrips and tell me what scrips are listed. Then, navigate to Congifuration>Queues>(select the queue we are discussing)>Scrips and tell me what scrips are listed. That will give us a good start on finding out what is going on. Kenn LBNL On 12/6/2007 10:07 AM, Matt Pounsett wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > > On 2007-Dec-06, at 13:00, Kenneth Crocker wrote: > >> Matt, >> >> >> Based on your comment about not seeing attempts in the log, it >> SOUNDS like there isn't a specific scrip for XX activity for AdminCc >> and Cc's, but since I'm sure you checked that, so it may be something >> else. I assume these persons were getting email for this activity >> before? What type of updates to the ticket are you talking about? When >> you upgraded, did you do anything with the tables involving scrips? >> Did you create NEW notification scrips or accidentally disable some? >> > > For that particular behaviour, we're just using the default scrips. I > haven't specifically checked that because the database we're using is an > import/upgrade from the old one, and the old (default) scrips should be > there.. and I haven't made any changes to scrips in well over a year. > > I hadn't actually considered that they may have stopped working for some > reason, but I can check that (I think). I haven't seen any errors > logged anywhere related to this though, so I'll have to do some reading > to figure out how to even debug that. > > Thanks for the idea. I'll check into it. > > Matt > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.6 (Darwin) > > iD8DBQFHWDpNmFeRJ0tjIxERAlb4AJ9Rdy2Pru3EyRVmTygvjsnY/n1InACggg9q > LGgmAbmvH03jOGa/e+1NebA= > =ume5 > -----END PGP SIGNATURE----- > From crpatter at ci.grand-rapids.mi.us Thu Dec 6 13:24:03 2007 From: crpatter at ci.grand-rapids.mi.us (Patterson, Craig) Date: Thu, 6 Dec 2007 13:24:03 -0500 Subject: [rt-users] Recurring signin with 3.6.4 In-Reply-To: <47583528.8030604@lbl.gov> References: <4755EA92.6060307@lbl.gov><20071205134954.GK1837@it.is.rice.edu><4756F154.5080603@lbl.gov> <4757BC37.1000308@mococo.nl> <47583528.8030604@lbl.gov> Message-ID: Kenn, I don't think it's a cookie issue. What we noticed was that the session file on the server that the cookie referred to didn't have its attributes filled in. So, I believe the problem is that sometimes the session file fails to fully write. When we've looked at a file for a session that didn't have the repeated login problem, it has the binary data followed by attributes, ie, username, etc. When we looked at the session file for when we did have the repeated login issue, it only has binary data filled in. What you can do to verify this is, first, look at the cookie of a repeated login session to get its session id. Then look that at the corresponding session file in the rthome/var/session folder. I've attached an example of a good and a bad session file. They are binary files, I looked at them with vi on linux and notepad in windows. Craig Patterson NGIT/City of Grand Rapids -----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, December 06, 2007 12:45 PM To: Joop van de Wege Cc: rt Users Subject: Re: [rt-users] Recurring signin with 3.6.4 Joop, Thanks. We are currently doing the same thing you are (storing session on disk), yet I am still getting the two-time loop for sign-ins. What did you do to resolve the cookie problem, if you had one? If you didn't have a cookie problem, then I still can't figure out what is causing the double sign-in. What were you're setup procedures/parameters for storing session data to file? It perplexes me. I was looking thru the archives and the causes seemed to be in two camps: 1) the DB camp - whereas an alter for the sessions table to CLOB/ORACLE or LONGBLOB/MySQL seemed to work and 2) the store to file camp - which listed various causes such as FireFox/cookies/expire date on cookies/clearing cookies and possibly binary data corruption. At this point, I feel the need to ask Jesse what your technical guys have found out about this problem in relation to ORACLE and/or FireFox? Did this happen for ORACLE users in 3.6.1 thru 3.6.3? If not, what does 3.6.4 do differently that may cause this? This is critical to our getting 3.6.4 into production. Any help here would be greatly appreciated. Thanks. Kenn LBNL On 12/6/2007 1:09 AM, Joop van de Wege wrote: > Kenneth Crocker wrote: >> Kenneth, >> >> >> We are on Oracle 9 (soon going to 10) and RT doesn't seem to work >> well with Oracle for sessions. So we use the "file" method for >> storing. I would love to hear from anyone using Oracle on how they >> deal with the sessions table problem. >> >> Kenn >> LBNL >> >> On 12/5/2007 5:49 AM, Kenneth Marshall wrote: >>> Craig and Kenn, >>> >>> I am curious. What are your reasons for storing the session information >>> in a file and not in the database? >>> > We tried it too, storing in the db, using Oracle XE (10g) but it doesn't > work somehow. > Since storing on disk does work and having a cron entry removing > everything older than a couple of days I don't mind being those files on > disk. There isn't any data in it which needs to be backuped up so I let > it be. > > Joop > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: 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: d960b271c4df5258f21681a8da6fdbc2.good Type: application/octet-stream Size: 3109 bytes Desc: d960b271c4df5258f21681a8da6fdbc2.good URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: d960b271c4df5258f21681a8da6fdbc2.bad Type: application/octet-stream Size: 197 bytes Desc: d960b271c4df5258f21681a8da6fdbc2.bad URL: From KFCrocker at lbl.gov Thu Dec 6 13:51:32 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 06 Dec 2007 10:51:32 -0800 Subject: [rt-users] Recurring signin with 3.6.4 In-Reply-To: References: <4755EA92.6060307@lbl.gov> <20071205134954.GK1837@it.is.rice.edu> <4756F154.5080603@lbl.gov> <4757BC37.1000308@mococo.nl> <47583528.8030604@lbl.gov> Message-ID: <475844B4.1040608@lbl.gov> Craig, Thanks! REALLY! I'll get on this right away. Hope that's it. Ken LBNL On 12/6/2007 10:24 AM, Patterson, Craig wrote: > Kenn, > > I don't think it's a cookie issue. What we noticed was that the session > file on the server that the cookie referred to didn't have its > attributes filled in. So, I believe the problem is that sometimes the > session file fails to fully write. When we've looked at a file for a > session that didn't have the repeated login problem, it has the binary > data followed by attributes, ie, username, etc. When we looked at the > session file for when we did have the repeated login issue, it only has > binary data filled in. > > What you can do to verify this is, first, look at the cookie of a > repeated login session to get its session id. Then look that at the > corresponding session file in the rthome/var/session folder. > > I've attached an example of a good and a bad session file. They are > binary files, I looked at them with vi on linux and notepad in windows. > > Craig Patterson > NGIT/City of Grand Rapids > > -----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, December 06, 2007 12:45 PM > To: Joop van de Wege > Cc: rt Users > Subject: Re: [rt-users] Recurring signin with 3.6.4 > > Joop, > > > Thanks. We are currently doing the same thing you are (storing > session > on disk), yet I am still getting the two-time loop for sign-ins. What > did you do to resolve the cookie problem, if you had one? If you didn't > have a cookie problem, then I still can't figure out what is causing the > > double sign-in. What were you're setup procedures/parameters for storing > > session data to file? It perplexes me. > I was looking thru the archives and the causes seemed to be in > two > camps: 1) the DB camp - whereas an alter for the sessions table to > CLOB/ORACLE or LONGBLOB/MySQL seemed to work and 2) the store to file > camp - which listed various causes such as FireFox/cookies/expire date > on cookies/clearing cookies and possibly binary data corruption. > At this point, I feel the need to ask Jesse what your technical > guys > have found out about this problem in relation to ORACLE and/or FireFox? > Did this happen for ORACLE users in 3.6.1 thru 3.6.3? If not, what does > 3.6.4 do differently that may cause this? This is critical to our > getting 3.6.4 into production. Any help here would be greatly > appreciated. Thanks. > > Kenn > LBNL > > On 12/6/2007 1:09 AM, Joop van de Wege wrote: >> Kenneth Crocker wrote: >>> Kenneth, >>> >>> >>> We are on Oracle 9 (soon going to 10) and RT doesn't seem to work > >>> well with Oracle for sessions. So we use the "file" method for >>> storing. I would love to hear from anyone using Oracle on how they >>> deal with the sessions table problem. >>> >>> Kenn >>> LBNL >>> >>> On 12/5/2007 5:49 AM, Kenneth Marshall wrote: >>>> Craig and Kenn, >>>> >>>> I am curious. What are your reasons for storing the session > information >>>> in a file and not in the database? >>>> >> We tried it too, storing in the db, using Oracle XE (10g) but it > doesn't >> work somehow. >> Since storing on disk does work and having a cron entry removing >> everything older than a couple of days I don't mind being those files > on >> disk. There isn't any data in it which needs to be backuped up so I > let >> it be. >> >> Joop >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll > take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. Email us at sales at bestpractical.com or call us at +1 > 617 >> 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From matt.pounsett at cira.ca Thu Dec 6 13:56:54 2007 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Thu, 6 Dec 2007 13:56:54 -0500 Subject: [rt-users] RT not generating email for CCs/AdminCCs In-Reply-To: <47583DAB.7050801@lbl.gov> References: <475838C8.4030706@lbl.gov> <37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca> <47583DAB.7050801@lbl.gov> Message-ID: <0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 2007-Dec-06, at 13:21, Kenneth Crocker wrote: > Matt, > > Navigate to Congifuration>Global>Scrips and tell me what scrips > are listed. Then, navigate to Congifuration>Queues>(select the > queue we are discussing)>Scrips and tell me what scrips are listed. > That will give us a good start on finding out what is going on. Sorry.. to be more specific, I meant to say that I wouldn't know how to debug malfunctioning scrips. Figuring out which ones are there and *should* be doing things is pretty straight-forward. Having gone to do that, It's starting to look to me like our problem is a combination of two things: 1) Incorrect assumptions about the default behaviour of the CC field 2) Inconsistent use of CC and AdminCC by my users (and imprecise problem reporting) I've been a bit more direct in my questioning of users, and dug around a bit more, and here's what I've found: It seems that my interpretation of the default "On {Comment,Correspond} Notify Other Recipients as.." scrips was wrong - -- I'd assumed "Other Recipients" would include CC'd users, and it looks like it doesn't. Does that sound correct to you? On top of that, my users seem to be trying to use CC and AdminCC interchangeably, resulting in inconsistent behaviour with regard to mail going out (which might be my fault since I wasn't even clear on the difference). I think the "fix" here might simply be writing up some simple process for the developers/testers to follow. Thanks for the pointers! Matt -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHWEX2mFeRJ0tjIxERAitvAJ90TSHh+3zmpmgaU9yqNhs0D2jF4gCfZS28 d+FB9Z4eHju9WgmNZAG7wYY= =YYGL -----END PGP SIGNATURE----- From KFCrocker at lbl.gov Thu Dec 6 14:20:06 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 06 Dec 2007 11:20:06 -0800 Subject: [rt-users] RT not generating email for CCs/AdminCCs In-Reply-To: <0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca> References: <475838C8.4030706@lbl.gov> <37E1FC16-20A0-4CEA-AD80-0D53572C8B2C@cira.ca> <47583DAB.7050801@lbl.gov> <0E37C1EE-BCC8-4C94-AB7F-9707F17FD4CE@cira.ca> Message-ID: <47584B66.3080205@lbl.gov> Matt, I think you're right about the understanding and the inconsistent procedures as a result. Let's see if I can help: For the "QUEUE" an AdminCc or CC watcher will be recipients of email notification IF there is a notification scrip where the action is "Notify AdminCc, CC's...) or even spererate "Notify AdminCc", "Notify CC" where the condition is whatever. When the condition is "On Correspondence" it means email sent to/from that queue/ticket. "On Comment" means when someone makes a comment on a ticket in said queue. "On Create" and the others are self explanatory. "Others" (as an action recipient) refers to a user that is added to the "cc" or "Admincc" people portion of an individual ticket. What this means is, when you set up the queue, the users you identify as the "Watchers" are ALWAYS going to get a notification on ANY ticket IF and ONLY IF there is a notification scrip that applies to the condition AND the action is to notify the watchers ("AdminCc" & "CC"). For any other person to get an email for said action, you need to have those users added to the appropriate "PEOPLE" section of the specific ticket AND have ANOTHER scrip for that condition with the action being "Notify Others ...". What we do is have our "AdminCc" watcher function as the administrator of the queue (be the person that monitors ticket activity/ownership/resolution/granting groups privileges to the queue) and set up notification scrips for when that person wants one, like "on create" and "on resolve". If they want to know every time someone makes a comment or sends an email to/about a ticket, then we set up a notification scrip for "On Correspond" or "On Comment", with the action set to "Notify AdminCc". Some Queue Admins don't want to be inundated with email. I would recommend sitting down with your people and discuss exactly how you want RT to be used and administrated and set up everything accordingly, as a whole and queue by queue. Watch out for setting up privileges redundantly. Hope this helps. Kenn LBNL On 12/6/2007 10:56 AM, Matt Pounsett wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > > On 2007-Dec-06, at 13:21, Kenneth Crocker wrote: > >> Matt, >> >> Navigate to Congifuration>Global>Scrips and tell me what scrips >> are listed. Then, navigate to Congifuration>Queues>(select the queue >> we are discussing)>Scrips and tell me what scrips are listed. That >> will give us a good start on finding out what is going on. > > Sorry.. to be more specific, I meant to say that I wouldn't know how to > debug malfunctioning scrips. Figuring out which ones are there and > *should* be doing things is pretty straight-forward. > > Having gone to do that, It's starting to look to me like our problem is > a combination of two things: > 1) Incorrect assumptions about the default behaviour of the CC field > 2) Inconsistent use of CC and AdminCC by my users (and imprecise problem > reporting) > > I've been a bit more direct in my questioning of users, and dug around a > bit more, and here's what I've found: > > It seems that my interpretation of the default "On {Comment,Correspond} > Notify Other Recipients as.." scrips was wrong - -- I'd assumed "Other > Recipients" would include CC'd users, and it looks like it doesn't. > Does that sound correct to you? > > On top of that, my users seem to be trying to use CC and AdminCC > interchangeably, resulting in inconsistent behaviour with regard to mail > going out (which might be my fault since I wasn't even clear on the > difference). > > I think the "fix" here might simply be writing up some simple process > for the developers/testers to follow. > > Thanks for the pointers! > Matt > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.6 (Darwin) > > iD8DBQFHWEX2mFeRJ0tjIxERAitvAJ90TSHh+3zmpmgaU9yqNhs0D2jF4gCfZS28 > d+FB9Z4eHju9WgmNZAG7wYY= > =YYGL > -----END PGP SIGNATURE----- > From jdg117 at stevens.arl.psu.edu Thu Dec 6 15:03:26 2007 From: jdg117 at stevens.arl.psu.edu (John D Groenveld) Date: Thu, 06 Dec 2007 15:03:26 -0500 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE Message-ID: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> Bizarre problem I could not spot with Google which leads me to believe I'm doing something very wrong. I have perl-5.8.8, apache 2.6, mp 2.0.3 and RT 3.6.5 under Solaris 10 and Oracle 10. With firefox2 and IE, I am prompted to authenticate two or three times before I can navigate RT pages without prompting. However, with lynx and opera I only need to authenticate once. I have turned on logging and don't see anything interesting. I see RT's cookie in firefox's cookie manager. Any thoughts on how I can debug further? John groenveld at acm.org From jesse at bestpractical.com Thu Dec 6 15:31:03 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Dec 2007 15:31:03 -0500 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> Message-ID: <20071206203102.GH30165@bestpractical.com> On Thu, Dec 06, 2007 at 03:03:26PM -0500, John D Groenveld wrote: > Bizarre problem I could not spot with Google which leads me to > believe I'm doing something very wrong. > > I have perl-5.8.8, apache 2.6, mp 2.0.3 and RT 3.6.5 > under Solaris 10 and Oracle 10. > > With firefox2 and IE, I am prompted to authenticate two or three > times before I can navigate RT pages without prompting. It's almost certainly the case that you have multiple valid DNS domain names for your RT server. And RT's cookies are tied to a specific domain. Something like this: http://rt/ http://rt.mycompany.com/ http://rt3.mycompany.com/ http://www.rt.mycompany.com/ If you start at one and RT canonicalizes it to another, you might be fored to reauth. From Roy.Sowa at rcmp-grc.gc.ca Thu Dec 6 16:17:06 2007 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Thu, 06 Dec 2007 16:17:06 -0500 Subject: [rt-users] Add GroupMembers as CC on create ( help required ) Message-ID: <47582082020000AE0000575C@ACPIC-S406.a.rcmp-grc.gc.ca> First off, my apologizes for posting to the dev list earlier in error... a true newbie I need some guidance.. I have tried numerous versions of scrips , approaches and examples that I have found thanks to this list, but I just can't get things to work as I expect/want. The below scrip ( found on the list...thank you ) , does work , but it requires that I have the hardcoded "Group_Here_Works" entry. Usin different group names does produce those members as CC's. What I really want to have happen is; the requestor's group/s members be automatically figured out and those members be added as CC's to the ticket on creation. but I can't seem to grasp how. I am struggling to get my head around all this, so any assistance is very welcomed. ============================== my $ticket = $self->TicketObj; my $transaction = $self->TransactionObj; my $derivedGroupName = 'GROUPNAME_HERE_WORKS'; # instantiate a group object my $addGroupObj = RT::Group->new($RT::SystemUser); $addGroupObj->LoadUserDefinedGroup($derivedGroupName); return undef unless $addGroupObj; my $addGroupMembersObj = $addGroupObj->UserMembersObj; my $userObj; # walk through members of group to add; if a given member is not already on the ticket, add to the CC list while ($userObj = $addGroupMembersObj->Next) { if (($ticket->IsRequestor($userObj->PrincipalId)) or ($ticket->IsCc($userObj->PrincipalId))) { $RT::Logger->debug("On Create Add Group CC: '" . $userObj->Name . "' is already a ticket watcher; not adding Cc on ticket \#" . $ticket->id ); } else { $RT::Logger->debug("On Create Add Group CC: Adding '" . $userObj->Name ."' to ticket \#" .$ticket->id); my ($success, $msg)= $ticket->AddWatcher( Type => "Cc", PrincipalId => $userObj->Id); if (! $success) { $RT::Logger->info("On Create Add Group CC: couldn't add '" . $userObj->Name . "' to " . $ticket->id . "': got '" . $msg ."'"); } } } return 1; From cpeterson at barracuda.com Thu Dec 6 16:09:59 2007 From: cpeterson at barracuda.com (Chris Peterson) Date: Thu, 6 Dec 2007 13:09:59 -0800 Subject: [rt-users] Set ticket priority in self service portal? Message-ID: Hi, I'm getting our shiny new rt3.6.5 install on fedora 8 ready to enter production for our internal ticket taking, but I have one last configuration issue before I'm truly happy with the configuration. I need to let end users set the priority of their tickets in the rt self service portal. Is this a feature in RT that I've overlooked? If not, any tips on how to hack it in? Thanks, Chris Peterson Barracuda Networks ---------------------------------- Barracuda Networks makes the best spam firewalls and web filters. www.barracuda.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jdg117 at stevens.arl.psu.edu Thu Dec 6 16:45:59 2007 From: jdg117 at stevens.arl.psu.edu (John D Groenveld) Date: Thu, 06 Dec 2007 16:45:59 -0500 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <20071206203102.GH30165@bestpractical.com> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <20071206203102.GH30165@bestpractical.com> Message-ID: <200712062145.lB6LjxS4009341@stevens.arl.psu.edu> In message <20071206203102.GH30165 at bestpractical.com>, Jesse Vincent writes: >It's almost certainly the case that you have multiple valid DNS domain >names for your RT server. And RT's cookies are tied to a specific >domain. > >Something like this: > http://rt/ > http://rt.mycompany.com/ > http://rt3.mycompany.com/ > http://www.rt.mycompany.com/ > >If you start at one and RT canonicalizes it to another, you might be >fored to reauth. The test host only has one valid DNS name. Currently testing from the coffee shop and I'm tunneling via ssh. /opt/rt3/etc/RT_SiteConfig.pm has this Set( $rtname, 'test.example.com'); Set( $Organization, 'RT Rocks'); Set( $WebBaseURL, 'http://test.example.com:8082'); Oddly, sometimes I can connect localhost:8082 with Firefox without being prompted multiple times and sometimes it takes three times. Opera nor lynx ever have this problem. Weird. John groenveld at acm.org From todd at chaka.net Thu Dec 6 19:30:22 2007 From: todd at chaka.net (Todd Chapman) Date: Thu, 6 Dec 2007 19:30:22 -0500 Subject: [rt-users] Modify without ModifyTicket? In-Reply-To: <415AD65C134E3F4FA0B4D06C88D63F3007986DB059@EXVMBX015-3.exch015.msoutlookonline.net> References: <415AD65C134E3F4FA0B4D06C88D63F3007986DB059@EXVMBX015-3.exch015.msoutlookonline.net> Message-ID: <519782dc0712061630s4057fbcwd43a435b87b351c9@mail.gmail.com> http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm This RT extension can help you understand how users end up with rights. On 12/6/07, Christopher Short wrote: > > > > > Hi, > > I have users who can modify tickets in a queue that I didn't expect. > > > > All those users are are assigned to just one group with these permissions on > the queue: > > > > CommentOnTicket > OwnTicket > SeeQueue > ShowTicket > ShowTicketComments > > > > The only other thing that applies to them is the Everybody group with > ReplyTicket. Privileged has no added rights. > > > > Is ModifyTicket implied by OwnTicket? I've seen comments that imply that it > isn't. > > > > Christopher > > (RT 3.6.1) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From cshort at n6.com.au Thu Dec 6 20:22:57 2007 From: cshort at n6.com.au (Christopher Short) Date: Thu, 6 Dec 2007 17:22:57 -0800 Subject: [rt-users] Modify without ModifyTicket? In-Reply-To: <475836CD.5060603@lbl.gov> References: <415AD65C134E3F4FA0B4D06C88D63F3007986DB059@EXVMBX015-3.exch015.msoutlookonline.net> <475836CD.5060603@lbl.gov> Message-ID: <415AD65C134E3F4FA0B4D06C88D63F3007986DB3DE@EXVMBX015-3.exch015.msoutlookonline.net> Thanks Kenneth, I hadn't heard of RTx::RightsMatrix before, I'll give it a go. However, I don't have any (additional) rights for owners on that group or globally. In our system all Privileged users have ReplyTicket, everything else is on a Group basis. Hmmm maybe I added custom fields with global privileged modify access. Aha! (But the original problem was the "worked" field which seems like a loophole in RT, people with Comment rights can edit several fields on the Comment screen, including Worked) cheers, Christopher -----Original Message----- From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sent: Friday, December 07, 2007 4:52 AM To: Christopher Short Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Modify without ModifyTicket? Christopher, What rights have you given the role "owner" both globally and for that queue? CommentOnTicket allows modification ONLY to the comments part of a ticket, not the status or dates, etc. Do you have RightsMatrix? That will help a great deal in finding out "who" can do "what" and "where" and thru what rights. You could have inadvertently granted some rights thru "fall-thru" inclusion to rights for roles. Hope this helps. Kenn LBNL On 12/5/2007 11:06 PM, Christopher Short wrote: > Hi, > > I have users who can modify tickets in a queue that I didn't expect. > > > > All those users are are assigned to just one group with these > permissions on the queue: > > > > CommentOnTicket > OwnTicket > SeeQueue > ShowTicket > ShowTicketComments > > > > The only other thing that applies to them is the Everybody group with > ReplyTicket. Privileged has no added rights. > > > > Is ModifyTicket implied by OwnTicket? I've seen comments that imply that > it isn't. > > > > Christopher > > (RT 3.6.1) > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ssolomon at tenet.ac.za Fri Dec 7 04:09:55 2007 From: ssolomon at tenet.ac.za (Shakir Solomon) Date: Fri, 7 Dec 2007 11:09:55 +0200 Subject: [rt-users] fetchmail error Message-ID: Hi there, system: Freebsd 6.2-RELEASE-p9 with RT 3.6.5 installed from ports Since a few days ago the rt server suddenly stopped recieving email, its been working fine before. Below is at out line of what happens when fetchmail retrieves the mail: fetchmail: IMAP< A0008 OK FETCH completed. RT server error. The RT server which handled your email did not behave as expected. It said: Can't use an undefined value as an ARRAY reference at /usr/local/rt3/lib/RT/EmailParser.pm line 626. Stack: [/usr/local/rt3/lib/RT/EmailParser.pm:626] [/usr/local/lib/perl5/5.8.8/Carp.pm:269] fetchmail: MDA returned nonzero status 75 not flushed fetchmail: IMAP> A0009 LOGOUT -------------- next part -------------- An HTML attachment was scrubbed... URL: From asraikhn at gmail.com Fri Dec 7 05:48:18 2007 From: asraikhn at gmail.com (Asrai khn) Date: Fri, 7 Dec 2007 15:48:18 +0500 Subject: [rt-users] Sending attachment via comment not coming back Message-ID: <5f0f8dba0712070248j3f779a3ei6612b19c8c47f23f@mail.gmail.com> Hi I have a one simple question, if i sent an email to comment-queue with an attachment and i am in AdminCC of the queue do I'll receive that email back in my mail client? Note: i have ' Set($NotifyActor, 1);' in config. Regards, Askar -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Fri Dec 7 05:54:14 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 07 Dec 2007 10:54:14 +0000 Subject: [rt-users] Sending attachment via comment not coming back In-Reply-To: <5f0f8dba0712070248j3f779a3ei6612b19c8c47f23f@mail.gmail.com> References: <5f0f8dba0712070248j3f779a3ei6612b19c8c47f23f@mail.gmail.com> Message-ID: <47592656.3040101@pipex.net> In theory yes , you should get an email , providing you have scrip to notify AdminCC on comment. Regards; Roy Asrai khn wrote: > Hi > > I have a one simple question, if i sent an email to comment-queue with an > attachment and i am in AdminCC of the queue do I'll receive that email > back in my mail client? > > Note: i have ' Set($NotifyActor, 1);' in config. > > Regards, > > Askar > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From asraikhn at gmail.com Fri Dec 7 06:28:28 2007 From: asraikhn at gmail.com (Asrai khn) Date: Fri, 7 Dec 2007 16:28:28 +0500 Subject: [rt-users] Sending attachment via comment not coming back In-Reply-To: <47592656.3040101@pipex.net> References: <5f0f8dba0712070248j3f779a3ei6612b19c8c47f23f@mail.gmail.com> <47592656.3040101@pipex.net> Message-ID: <5f0f8dba0712070328j60f7b239j10313632aa6c0f13@mail.gmail.com> On Dec 7, 2007 3:54 PM, Roy El-Hames wrote: > In theory yes , you should get an email , providing you have scrip to > notify AdminCC on comment. > You mean will get an email inlcuding the attachment right? apparently one of our employee complaining that he is not getting back the email to which he attached a file and sent to comment-queue Thanks. Askar -------------- next part -------------- An HTML attachment was scrubbed... URL: From rlehmann at monzoon.net Fri Dec 7 06:54:05 2007 From: rlehmann at monzoon.net (Ruben Lehmann) Date: Fri, 7 Dec 2007 12:54:05 +0100 Subject: [rt-users] reply with template Message-ID: Hi I would like to reply some tickets with different templates. For example I have to give an answer to a ticket with a common problem I don't like to write the same answer to every ticket with this common problem ether I don't like to copy paste the text every time. Is there a way to create a scrip with new conditions and buttons or something like that? If there is any wiki entry please tell me, I haven't found one. Regards Ruben -------------- next part -------------- An HTML attachment was scrubbed... URL: From darling at ccdc.cam.ac.uk Fri Dec 7 07:01:00 2007 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Fri, 07 Dec 2007 12:01:00 +0000 Subject: [rt-users] reply with template In-Reply-To: References: Message-ID: <475935FC.6020902@ccdc.cam.ac.uk> Hi Ruben I've just implemented http://wiki.bestpractical.com/view/CannedReplies - it's excellent. Just remember that your templates must start with a blank line. Cheers Toby Ruben Lehmann wrote: > Hi > > > > I would like to reply some tickets with different templates. For example > I have to give an answer to a ticket with a common problem I don't like > to write the same answer to every ticket with this common problem ether > I don't like to copy paste the text every time. Is there a way to create > a scrip with new conditions and buttons or something like that? > > > > If there is any wiki entry please tell me, I haven't found one. > > > > Regards > > Ruben > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From asraikhn at gmail.com Fri Dec 7 09:20:36 2007 From: asraikhn at gmail.com (Asrai khn) Date: Fri, 7 Dec 2007 19:20:36 +0500 Subject: [rt-users] Sending attachment via comment not coming back In-Reply-To: <47592656.3040101@pipex.net> References: <5f0f8dba0712070248j3f779a3ei6612b19c8c47f23f@mail.gmail.com> <47592656.3040101@pipex.net> Message-ID: <5f0f8dba0712070620h33200fe0q7f3204d05f862df9@mail.gmail.com> On Dec 7, 2007 3:54 PM, Roy El-Hames wrote: > In theory yes , you should get an email , providing you have scrip to > notify AdminCC on comment. > Okay i am back after proper testing RT do not sent emails to requestor and AdminCC if mail size is > 9mb however rt do record it and one can view it from web interface. I tested with 3, 5 mb it works fine but when i tried to attached 9.1mb of file it fails to deliever an email to requestor and AdminCC in maillogs i am getting this E46A3406B 12966112 Fri Dec 7 13:49:06 myid at mycompany.com (temporary failure. Command output: An Error Occurred ================= 500 Server closed connection without sending any data back) queue-sh at mycompany.com I even increased the value in Site config old #Set($MaxAttachmentSize , 10000000); new Set($MaxAttachmentSize , 13000000); Any idea how to make rt to deliever emails have attachments size upto 10mb? Askar. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kjacobs at calhouncountymi.gov Fri Dec 7 09:59:55 2007 From: kjacobs at calhouncountymi.gov (Kris Jacobs) Date: Fri, 07 Dec 2007 09:59:55 -0500 Subject: [rt-users] Problem installing rt36 port on FreeBSD Message-ID: <4759199B020000C90000F68B@email.calhouncountymi.gov> I've spent 4 days on the web and this list's archives researching and troubleshooting this problem, and I've not been able to come up with a solution. So, I subscribed to this list, here goes! With root privileges in /usr/ports/www/rt36 I run this command: make WITH_APACHE2=yes INITIAL_INSTALL=yes DB_TYPE=mysql DB_HOST=localhost DB_DATABASE=rt36 DB_DBA_USER=root DB_DBA_PASSWORD=xxxx DB_USER=rt36 DB_PASSWORD=rt36 install The installation appears to run fine, all the way up to what looks like creating my initial system user in the MySQL database. I'm assuming that it's trying to create a record in the Users table, but there are zero records in all tables. The db gets created, the tables get created, but no records are created. Here are the final few lines of output from my installation: ------------------------------------------------------------------------- Congratulations. RT has been installed. You must now configure RT by editing /usr/local/rt3/etc/RT_SiteConfig.pm. (You will definitely need to set RT's database password in /usr/local/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be very dangerous. Note that you do not have to manually add a database user or set up a database for RT. These actions will be taken care of in the next step.) Dropping mysql database rt36. DBD::mysql::db do failed: Can't drop database 'rt36'; database doesn't exist at /usr/local/rt3/sbin/rt-setup-database line 262. Can't drop database 'rt36'; database doesn't exist at /usr/local/rt3/sbin/rt-setup-database line 262. Now creating a database for RT. Creating mysql database rt36. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs Done setting up database ACLs. Now inserting RT core system objects Checking for existing system user...not found. This appears to be a new installation. Creating system user...[Fri Dec 7 14:07:49 2007] [crit]: Couldn't add the user to his own acl equivalence group: (/usr/local/rt3/lib/RT/Group_Overlay.pm:586) [Fri Dec 7 14:07:50 2007] [crit]: Couldn't stash the user in groupmembers (/usr/local/rt3/lib/RT/User_Overlay.pm:497) Could not create user *** Error code 255 (ignored) ===================================================================== To complete the installation of this port, please follow these steps: 1. Edit /usr/local/rt3/etc/RT_SiteConfig.pm, by referring to the default config file (/usr/local/rt3/etc/RT_Config.pm). 2. Configure the email and web gateways. Please refer to 'SETTING UP THE MAIL GATEWAY' in /usr/local/rt3/README 3. Restart Apache. 4. Do remember to *CHANGE* the root's password for the web interface. The default is "password" (without the quotes.) 5. Configure RT per the instructions at http://www.bestpractical.com/rt/docs.html ===================================================================== ===> Registering installation for rt-3.6.5 ---------------------------------------------------------------------------- As you can see, it appears to be running into trouble when creating the system user in the database. Is this a correct deduction? What can I do to fix it? Thanks for taking the time to look this over! Kris Jacobs Calhoun County Information Technology 161 East Michigan Avenue Battle Creek, MI 49014 269.969.6813 From matt.pounsett at cira.ca Fri Dec 7 10:44:26 2007 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Fri, 7 Dec 2007 10:44:26 -0500 Subject: [rt-users] Sending attachment via comment not coming back In-Reply-To: <5f0f8dba0712070620h33200fe0q7f3204d05f862df9@mail.gmail.com> References: <5f0f8dba0712070248j3f779a3ei6612b19c8c47f23f@mail.gmail.com> <47592656.3040101@pipex.net> <5f0f8dba0712070620h33200fe0q7f3204d05f862df9@mail.gmail.com> Message-ID: <1238C33A-7E6E-4C83-9848-A6BD76BA6AC5@cira.ca> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On 2007-Dec-07, at 09:20, Asrai khn wrote: > > Any idea how to make rt to deliever emails have attachments > size upto 10mb? It could be your mail server, not RT, that's imposing the limit (actually, I think it's very likely). Have you tried just sending a large attachment through your regular email client to the same person? Matt -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (Darwin) iD8DBQFHWWpfmFeRJ0tjIxERAoYQAKCN0P8w84Y8ofbr/1rBNkof4OQnDQCdHuyv s6ToJrakE86l8b79+FNMm3Q= =MRT3 -----END PGP SIGNATURE----- From todd at chaka.net Fri Dec 7 11:04:37 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 7 Dec 2007 11:04:37 -0500 Subject: [rt-users] reply with template In-Reply-To: References: Message-ID: <519782dc0712070804p4361924ax4039318931909e5d@mail.gmail.com> The same people who wrote RT also wrote a program for templated replies and it works great. http://www.bestpractical.com/rtfm/ On 12/7/07, Ruben Lehmann wrote: > > > > > Hi > > > > I would like to reply some tickets with different templates. For example I > have to give an answer to a ticket with a common problem I don't like to > write the same answer to every ticket with this common problem ether I don't > like to copy paste the text every time. Is there a way to create a scrip > with new conditions and buttons or something like that? > > > > If there is any wiki entry please tell me, I haven't found one. > > > > Regards > > Ruben > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From asraikhn at gmail.com Fri Dec 7 13:07:54 2007 From: asraikhn at gmail.com (Asrai khn) Date: Fri, 7 Dec 2007 23:07:54 +0500 Subject: [rt-users] Sending attachment via comment not coming back In-Reply-To: <1238C33A-7E6E-4C83-9848-A6BD76BA6AC5@cira.ca> References: <5f0f8dba0712070248j3f779a3ei6612b19c8c47f23f@mail.gmail.com> <47592656.3040101@pipex.net> <5f0f8dba0712070620h33200fe0q7f3204d05f862df9@mail.gmail.com> <1238C33A-7E6E-4C83-9848-A6BD76BA6AC5@cira.ca> Message-ID: <5f0f8dba0712071007p28a4a0bai86cc4061cfd396e0@mail.gmail.com> > > It could be your mail server, not RT, that's imposing the limit > (actually, I think it's very likely). Have you tried just sending a > large attachment through your regular email client to the same person? Hi Matt, Email is going through mail server with the same attachment,it was postfix that i changed before touching RT config message_size_limit = 15728640 in postfix config. Askar. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Fri Dec 7 13:16:58 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 07 Dec 2007 10:16:58 -0800 Subject: [rt-users] Modify without ModifyTicket? In-Reply-To: <415AD65C134E3F4FA0B4D06C88D63F3007986DB3DE@EXVMBX015-3.exch015.msoutlookonline.net> References: <415AD65C134E3F4FA0B4D06C88D63F3007986DB059@EXVMBX015-3.exch015.msoutlookonline.net> <475836CD.5060603@lbl.gov> <415AD65C134E3F4FA0B4D06C88D63F3007986DB3DE@EXVMBX015-3.exch015.msoutlookonline.net> Message-ID: <47598E1A.5020007@lbl.gov> Christopher, Custom Fields for "tickets" have two areas where privileges can be granted and both should be looked at and set. Navigate thus Configuration>CustomFields>(select field)>Applies To. This will tell you which queues are using it on their tickets. If a user/group member doesn't have rights to that queue, they won't be able to see/modify a ticket their, let alone see/modify any CF's that are applied. Also, even if a group HAS the right to see/modify a queue/ticket AND have the rights to see/modify a CF, if the CF isn't applied to the queue where that particular group has access, it cannot be seen/modified. Now, navigate thus, Configuration>CustomFields>(select field)>Group rights. This will tell you who can do what to this particular CF on the basis of System/User defined groups, IF that CF has been applied to the queue where they want to see/modify it. Notice their are no roles listed. That's because ticket CF's do not relate to owner's or requestors, etc. They relate to Queue/Tickets only. Now, the privilege "AdminCustomField" means that a particular user/group can change the way the CF is set up,like add values, change sort sequences, type (select one value, Fill in one text, etc.), description, etc. This right should be reserved for the Admin person, the one in charge of the RT system. Otherwise, you might end up with one person updating another person's CF and you get all kinds of trouble from that. So, basically (in a general way), a CF should be setup by Admin types (System and/or Queue) and the see/modify privileges should be given to the user groups that have access to the queues WHERE the CF is applied. I like your setup of granting the Global right "ReplToTicket" to all Privileged Users and having everything else on the group basis. It's simpler and easier to maintain. You might want to add the following rights to all Privileged users as well; "CreateSavedSearch", "EditSavedSearches", "LoadSavedSearch", "ShowSavedSearches", and "ModifySelf". This will allow these privileges ONLY if they are in a group that has rights ("SeeGroup", "ShowTicket") to a queue. That way you don't have to grant those rights more often on a group basis, etc. For those people with limited rights (comment, etc.) as a group to a queue, that group should NOT have "ModifyCustomField" rights to that CF. Hope this helps. Kenn LBNL On 12/6/2007 5:22 PM, Christopher Short wrote: > Thanks Kenneth, I hadn't heard of RTx::RightsMatrix before, I'll give it a go. > > However, I don't have any (additional) rights for owners on that group or globally. In our system all Privileged users have ReplyTicket, everything else is on a Group basis. > > Hmmm maybe I added custom fields with global privileged modify access. Aha! > (But the original problem was the "worked" field which seems like a loophole in RT, people with Comment rights can edit several fields on the Comment screen, including Worked) > cheers, > Christopher > > -----Original Message----- > From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sent: Friday, December 07, 2007 4:52 AM > To: Christopher Short > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Modify without ModifyTicket? > > Christopher, > > What rights have you given the role "owner" both globally and for that > queue? CommentOnTicket allows modification ONLY to the comments part of > a ticket, not the status or dates, etc. Do you have RightsMatrix? That > will help a great deal in finding out "who" can do "what" and "where" > and thru what rights. You could have inadvertently granted some rights > thru "fall-thru" inclusion to rights for roles. Hope this helps. > > > Kenn > LBNL > > On 12/5/2007 11:06 PM, Christopher Short wrote: >> Hi, >> >> I have users who can modify tickets in a queue that I didn't expect. >> >> >> >> All those users are are assigned to just one group with these >> permissions on the queue: >> >> >> >> CommentOnTicket >> OwnTicket >> SeeQueue >> ShowTicket >> ShowTicketComments >> >> >> >> The only other thing that applies to them is the Everybody group with >> ReplyTicket. Privileged has no added rights. >> >> >> >> Is ModifyTicket implied by OwnTicket? I've seen comments that imply that >> it isn't. >> >> >> >> Christopher >> >> (RT 3.6.1) >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From asraikhn at gmail.com Fri Dec 7 14:17:37 2007 From: asraikhn at gmail.com (Asrai khn) Date: Sat, 8 Dec 2007 00:17:37 +0500 Subject: [rt-users] Sending attachment via comment not coming back In-Reply-To: <5f0f8dba0712070620h33200fe0q7f3204d05f862df9@mail.gmail.com> References: <5f0f8dba0712070248j3f779a3ei6612b19c8c47f23f@mail.gmail.com> <47592656.3040101@pipex.net> <5f0f8dba0712070620h33200fe0q7f3204d05f862df9@mail.gmail.com> Message-ID: <5f0f8dba0712071117y4276fb20w2b0519a53c0efb7e@mail.gmail.com> Didn't do anything and after few hours requestors and AdminCC got the mail. Askar On Dec 7, 2007 7:20 PM, Asrai khn wrote: > > > On Dec 7, 2007 3:54 PM, Roy El-Hames wrote: > > > In theory yes , you should get an email , providing you have scrip to > > notify AdminCC on comment. > > > > Okay i am back after proper testing RT do not sent emails to requestor and > AdminCC if mail size is > 9mb however rt do record it and one can view it > from web interface. > > I tested with 3, 5 mb it works fine but when i tried to attached 9.1mb of > file it fails to deliever an email to requestor and AdminCC > > in maillogs i am getting this > > > E46A3406B 12966112 Fri Dec 7 13:49:06 myid at mycompany.com > (temporary failure. Command output: An Error Occurred ================= > 500 Server closed connection without sending any data back) > queue-sh at mycompany.com > > > I even increased the value in Site config > old > #Set($MaxAttachmentSize , 10000000); > > new > Set($MaxAttachmentSize , 13000000); > > Any idea how to make rt to deliever emails have attachments > size upto 10mb? > > Askar. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt3 at floorverschure.com Sat Dec 8 21:28:51 2007 From: rt3 at floorverschure.com (Floor Verschure) Date: Sun, 09 Dec 2007 03:28:51 +0100 Subject: [rt-users] Fwd: db upgrade rt 3.0.7 ->rt 3.6.5 Message-ID: <1197167331.22259.1225557097@webmail.messagingengine.com> Hello, We are running RT 3.0.7 RC1 for a lot of years now. While the world evolved it's to upgrade our RT server as well. I've installed a new RT server build on CENTOS 5 and the RPM install, database is mysql. In the upgrade directory there are no upgrade scheme's for RT 3.0.7 rc1 The first update scheme I see is 3.1.0 Does this mean that there is no upgrade possible? Can anybody tell me if there were changes between the 3.0.7. rc 1 scheme and 3.1.0? And can anybody please point me in the right direction? Greetings, Floor Verschure. From jesse at bestpractical.com Sat Dec 8 21:40:43 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 8 Dec 2007 21:40:43 -0500 Subject: [rt-users] Fwd: db upgrade rt 3.0.7 ->rt 3.6.5 In-Reply-To: <1197167331.22259.1225557097@webmail.messagingengine.com> References: <1197167331.22259.1225557097@webmail.messagingengine.com> Message-ID: <20071209024043.GC31398@bestpractical.com> On Sun, Dec 09, 2007 at 03:28:51AM +0100, Floor Verschure wrote: > Hello, > > We are running RT 3.0.7 RC1 for a lot of years now. While the world > evolved it's to upgrade our RT server as well. > I've installed a new RT server build on CENTOS 5 and the RPM install, > database is mysql. > > In the upgrade directory there are no upgrade scheme's for RT 3.0.7 rc1 > The first update scheme I see is 3.1.0 > Does this mean that there is no upgrade possible? > Can anybody tell me if there were changes between the 3.0.7. rc 1 scheme > and 3.1.0? There are not. You should be ok to upgrade, though always make backups before upgrading any important software ;) Best, Jesse > And can anybody please point me in the right direction? > > Greetings, > > Floor Verschure. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From Roy.Sowa at rcmp-grc.gc.ca Sun Dec 9 15:18:43 2007 From: Roy.Sowa at rcmp-grc.gc.ca (Roy Sowa) Date: Sun, 09 Dec 2007 15:18:43 -0500 Subject: [rt-users] Add group members as CC on create scrip Message-ID: <475C0753020000AE000057B0@ACPIC-S406.a.rcmp-grc.gc.ca> Folks, I apologize, but I just cannot get this to work. I have seen ( and tried ) many examples on the list, over the past couple of days, but I am making no headway trying to implement. Once again I seek some expert advice... the situation ... 1. Users can be in multiple groups 2. Users can send tickets to multiple queues but they only should be allowed to see their own tickets. 3. Group members should be added as CC to ticket on create , to allow them to see tickets created by their group . much effort , no results... I am now floundering ... and am asking for a hand. thanks Roy From barnesaw at ucrwcu.rwc.uc.edu Mon Dec 10 08:09:50 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 10 Dec 2007 08:09:50 -0500 Subject: [rt-users] Fwd: db upgrade rt 3.0.7 ->rt 3.6.5 In-Reply-To: <1197167331.22259.1225557097@webmail.messagingengine.com> References: <1197167331.22259.1225557097@webmail.messagingengine.com> Message-ID: <475D3A9E.6020902@ucrwcu.rwc.uc.edu> >From the README: 7 If you're upgrading from RT 3.0 or newer: Read through the UPGRADING document included in this distribution. It includes special upgrade instructions that will help you get this new version of RT up and running smoothly. As a user with permission to install RT in your chosen installation directory, type: make upgrade This will install new binaries, config files and libraries without overwriting your RT database. Update etc/RT_SiteConfig.pm in your RT installation directory. You'll need to add any new values you need to change from the defaults in etc/RT_Config.pm You may also need to update RT's database. To find out, type: ls etc/upgrade For each item in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ Clear mason cache dir: rm -fr /opt/rt3/var/mason_data/obj Stop and start web-server. It's all laid out in a pretty straightforward manner there. Floor Verschure wrote: > Hello, > > We are running RT 3.0.7 RC1 for a lot of years now. While the world > evolved it's to upgrade our RT server as well. > I've installed a new RT server build on CENTOS 5 and the RPM install, > database is mysql. > > In the upgrade directory there are no upgrade scheme's for RT 3.0.7 rc1 > The first update scheme I see is 3.1.0 > Does this mean that there is no upgrade possible? > Can anybody tell me if there were changes between the 3.0.7. rc 1 scheme > and 3.1.0? > And can anybody please point me in the right direction? > > Greetings, > > Floor Verschure. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kjacobs at calhouncountymi.gov Mon Dec 10 11:53:27 2007 From: kjacobs at calhouncountymi.gov (Kris Jacobs) Date: Mon, 10 Dec 2007 11:53:27 -0500 Subject: FW: [rt-users] Problem installing rt36 port on FreeBSD Message-ID: <475D28B7020000C90000F70F@email.calhouncountymi.gov> Vivek the ports maintainer suggests this might be an RT problem and not a port problem. Any ideas? Thanks! -----Original Message----- From: Kris Jacobs Sent: Monday, December 10, 2007 11:37 To: Vivek Khera Subject: RE: [rt-users] Problem installing rt36 port on FreeBSD Example below. At this time, I've granted ALL privs to rt_user/rt_pass on mySQL for troubleshooting purposes. ./rt-setup-database --action insert --datafile /usr/local/rt3/etc/initialdata --dba rt_user --dba-password rt_pass Creating Superuser ACL...[Mon Dec 10 16:33:54 2007] [err]: System error. right not granted. (/usr/local/rt3/lib/RT/ACE_Overlay.pm:755) done. Creating groups...(Error: Could not create group)0.(Error: Could not create group)0.^C -----Original Message----- From: Kris Jacobs Sent: Monday, December 10, 2007 09:01 To: vivek at khera.org Subject: FW: [rt-users] Problem installing rt36 port on FreeBSD Vivek: Alex on the list suggested I send this to you. I've spent 4 days on the web and this list's archives researching and troubleshooting this problem, and I've not been able to come up with a solution. So, I subscribed to this list, here goes! With root privileges in /usr/ports/www/rt36 I run this command: make WITH_APACHE2=yes INITIAL_INSTALL=yes DB_DBA_USER=root DB_DBA_PASSWORD=xxxx install The installation appears to run fine, all the way up to what looks like creating my initial system user in the MySQL database. I'm assuming that it's trying to create a record in the Users table, but there are zero records in all tables. The db gets created, the tables get created, but no records are created. Here are the final few lines of output from my installation: ------------------------------------------------------------------------- Congratulations. RT has been installed. You must now configure RT by editing /usr/local/rt3/etc/RT_SiteConfig.pm. (You will definitely need to set RT's database password in /usr/local/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be very dangerous. Note that you do not have to manually add a database user or set up a database for RT. These actions will be taken care of in the next step.) Dropping mysql database rt3. DBD::mysql::db do failed: Can't drop database 'rt3'; database doesn't exist at /usr/local/rt3/sbin/rt-setup-database line 262. Can't drop database 'rt3'; database doesn't exist at /usr/local/rt3/sbin/rt-setup-database line 262. Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs Done setting up database ACLs. Now inserting RT core system objects Checking for existing system user...not found. This appears to be a new installation. Creating system user...[Mon Dec 10 13:52:52 2007] [crit]: Couldn't add the user to his own acl equivalence group: (/usr/local/rt3/lib/RT/Group_Overlay.pm:586) [Mon Dec 10 13:52:53 2007] [crit]: Couldn't stash the user in groupmembers (/usr/local/rt3/lib/RT/User_Overlay.pm:497) Could not create user *** Error code 255 (ignored) ===================================================================== To complete the installation of this port, please follow these steps: 1. Edit /usr/local/rt3/etc/RT_SiteConfig.pm, by referring to the default config file (/usr/local/rt3/etc/RT_Config.pm). 2. Configure the email and web gateways. Please refer to 'SETTING UP THE MAIL GATEWAY' in /usr/local/rt3/README 3. Restart Apache. 4. Do remember to *CHANGE* the root's password for the web interface. The default is "password" (without the quotes.) 5. Configure RT per the instructions at http://www.bestpractical.com/rt/docs.html ===================================================================== ===> Registering installation for rt-3.6.5 ---------------------------------------------------------------------------- As you can see, it appears to be running into trouble when creating the system user in the database. Is this a correct deduction? What can I do to fix it? Thanks for taking the time to look this over! Kris Jacobs Calhoun County Information Technology 161 East Michigan Avenue Battle Creek, MI 49014 From jesse at bestpractical.com Mon Dec 10 12:16:47 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Dec 2007 12:16:47 -0500 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <200712062145.lB6LjxS4009341@stevens.arl.psu.edu> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <20071206203102.GH30165@bestpractical.com> <200712062145.lB6LjxS4009341@stevens.arl.psu.edu> Message-ID: <20071210171647.GU31398@bestpractical.com> > Oddly, sometimes I can connect localhost:8082 with Firefox without > being prompted multiple times and sometimes it takes three times. > > Opera nor lynx ever have this problem. I've had all sorts of problems with Firefox and cookies on localhost, both with RT and with other apps. Bes,t Jesse From o.nash at cs.ucc.ie Mon Dec 10 12:05:12 2007 From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie) Date: Mon, 10 Dec 2007 17:05:12 +0000 (GMT) Subject: FW: [rt-users] Problem installing rt36 port on FreeBSD In-Reply-To: <475D28B7020000C90000F70F@email.calhouncountymi.gov> References: <475D28B7020000C90000F70F@email.calhouncountymi.gov> Message-ID: Hello Kris, I had a problem with configure of rt-3.6.3 had redo configure without option --with-db-rt-pass ./configure --with-apachectl=/usr/local/apache2/bin --with-web-user=wwwrun --with-web-group=www Then setup the db user and password manually later on. regards Oliver On Mon, 10 Dec 2007, Kris Jacobs wrote: > Vivek the ports maintainer suggests this might be an RT problem and not a port problem. > > Any ideas? > > Thanks! > > > -----Original Message----- > From: Kris Jacobs > Sent: Monday, December 10, 2007 11:37 > To: Vivek Khera > Subject: RE: [rt-users] Problem installing rt36 port on FreeBSD > > Example below. At this time, I've granted ALL privs to rt_user/rt_pass on mySQL for troubleshooting purposes. > > ./rt-setup-database --action insert --datafile /usr/local/rt3/etc/initialdata --dba rt_user --dba-password rt_pass Creating Superuser ACL...[Mon Dec 10 16:33:54 2007] [err]: System error. right not granted. (/usr/local/rt3/lib/RT/ACE_Overlay.pm:755) > done. > Creating groups...(Error: Could not create group)0.(Error: Could not create group)0.^C > > > -----Original Message----- > From: Kris Jacobs > Sent: Monday, December 10, 2007 09:01 > To: vivek at khera.org > Subject: FW: [rt-users] Problem installing rt36 port on FreeBSD > > Vivek: > > Alex on the list suggested I send this to you. > > I've spent 4 days on the web and this list's archives researching and troubleshooting this problem, and I've not been able to come up with a solution. > > So, I subscribed to this list, here goes! > > With root privileges in /usr/ports/www/rt36 I run this command: > > make WITH_APACHE2=yes INITIAL_INSTALL=yes DB_DBA_USER=root DB_DBA_PASSWORD=xxxx install > > The installation appears to run fine, all the way up to what looks like creating my initial system user in the MySQL database. > > I'm assuming that it's trying to create a record in the Users table, but there are zero records in all tables. > The db gets created, the tables get created, but no records are created. > > Here are the final few lines of output from my installation: > > ------------------------------------------------------------------------- > Congratulations. RT has been installed. > > > You must now configure RT by editing /usr/local/rt3/etc/RT_SiteConfig.pm. > > (You will definitely need to set RT's database password in /usr/local/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be very dangerous. Note that you do not have to manually add a database user or set up a database for RT. These actions will be taken care of in the next step.) Dropping mysql database rt3. > DBD::mysql::db do failed: Can't drop database 'rt3'; database doesn't exist at /usr/local/rt3/sbin/rt-setup-database line 262. > Can't drop database 'rt3'; database doesn't exist at /usr/local/rt3/sbin/rt-setup-database line 262. > Now creating a database for RT. > Creating mysql database rt3. > Now populating database schema. > Creating database schema. > Done setting up database schema. > Now inserting database ACLs > Done setting up database ACLs. > Now inserting RT core system objects > Checking for existing system user...not found. This appears to be a new installation. > Creating system user...[Mon Dec 10 13:52:52 2007] [crit]: Couldn't add the user to his own acl equivalence group: (/usr/local/rt3/lib/RT/Group_Overlay.pm:586) > [Mon Dec 10 13:52:53 2007] [crit]: Couldn't stash the user in groupmembers (/usr/local/rt3/lib/RT/User_Overlay.pm:497) > Could not create user > *** Error code 255 (ignored) > ===================================================================== > > To complete the installation of this port, please follow these steps: > > 1. Edit /usr/local/rt3/etc/RT_SiteConfig.pm, by referring to > the default config file (/usr/local/rt3/etc/RT_Config.pm). > 2. Configure the email and web gateways. Please refer to > 'SETTING UP THE MAIL GATEWAY' in /usr/local/rt3/README 3. Restart Apache. > 4. Do remember to *CHANGE* the root's password for the web interface. > The default is "password" (without the quotes.) 5. Configure RT per the instructions at > http://www.bestpractical.com/rt/docs.html > > ===================================================================== > ===> Registering installation for rt-3.6.5 > ---------------------------------------------------------------------------- > > As you can see, it appears to be running into trouble when creating the system user in the database. Is this a correct deduction? > > What can I do to fix it? > > Thanks for taking the time to look this over! > > Kris Jacobs > Calhoun County > Information Technology > 161 East Michigan Avenue > Battle Creek, MI 49014 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Oliver Nash Computer Systems Support Group Department of Computer Science University College Cork Ireland EMAIL:o.nash at cs.ucc.ie PHONE:+35321 4902972 From jdg117 at stevens.arl.psu.edu Mon Dec 10 15:35:43 2007 From: jdg117 at stevens.arl.psu.edu (John D Groenveld) Date: Mon, 10 Dec 2007 15:35:43 -0500 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> Message-ID: <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> In message <200712062003.lB6K3QCj009112 at stevens.arl.psu.edu>, John D Groenveld writes: >I have perl-5.8.8, apache 2.6, mp 2.0.3 and RT 3.6.5 >under Solaris 10 and Oracle 10. > >With firefox2 and IE, I am prompted to authenticate two or three >times before I can navigate RT pages without prompting. > >However, with lynx and opera I only need to authenticate once. > >I have turned on logging and don't see anything interesting. > >I see RT's cookie in firefox's cookie manager. > >Any thoughts on how I can debug further? I installed fresh on a development box and I saw the exception below on the mainpage with Firefox where the RefreshHomepage element should be. On my production box, my perl has Apache::Session 1.81_01 On my devel box, my perl has 1.84 which includes error handling. After re-logging in two or three times, the exception goes away. With Opera I can't produce this exception. I also cannot produce the exception when I run the devel Apache httpd with -X. My WAG is that Firefox and IE are doing parallel requests and triggering an Apache::Session::Lock::File deadlock which is somehow forcing the session to be invalidated. Most RT users probably use MySQL and Postgres and RT defaults to using those databases for session management so won't stumble across this bug. John groenveld at acm.org Trace begun at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Cannot lock: Deadlock situation detected/avoided at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/Apache/Session/Lock/File.pm line 81, line 3.^J') called at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/Apache/Session/Lock/File.pm line 81 Apache::Session::Lock::File::acquire_write_lock('Apache::Session::Lock::File=HASH(0x3a18380)', 'Apache::Session::File=HASH(0x39f4cb0)') called at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/Apache/Session.pm line 588 Apache::Session::acquire_write_lock('Apache::Session::File=HASH(0x39f4cb0)') called at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/Apache/Session.pm line 516 Apache::Session::save('Apache::Session::File=HASH(0x39f4cb0)') called at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/Apache/Session/File.pm line 40 Apache::Session::File::DESTROY('Apache::Session::File=HASH(0x39f4cb0)') called at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1252 eval {...} at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'RTrocks', 'user', 'john') called at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 466 eval {...} at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 466 eval {...} at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x3abb8a0)') called at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x3abb8a0)') called at /opt/rt3/perl-5.8.8/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x15ca300)', 'Apache2::RequestRec=SCALAR(0x37f27d0)') called at /opt/rt3/bin/webmux.pl line 125 eval {...} at /opt/rt3/bin/webmux.pl line 125 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x37f27d0)') called at -e line 0 eval {...} at -e line 0 From KFCrocker at lbl.gov Mon Dec 10 16:04:56 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 10 Dec 2007 13:04:56 -0800 Subject: [rt-users] Add group members as CC on create scrip In-Reply-To: <475C0753020000AE000057B0@ACPIC-S406.a.rcmp-grc.gc.ca> References: <475C0753020000AE000057B0@ACPIC-S406.a.rcmp-grc.gc.ca> Message-ID: <475DA9F8.3040305@lbl.gov> Roy, You should be able to do this with scripts and not have to worry about adding cc's to tickets. Make sure you have a notification scrip "Notify CC's on Create", where the condition is "On Create" and the condition is "Notify CC's" and a template. Then, be sure the group you want notified is a "CC" watcher for the queue the tickets get created in. When a ticket is created in that queue, all "CC" watchers will get a notification that the ticket was created. Hope this helps. Kenn LBNL On 12/9/2007 12:18 PM, Roy Sowa wrote: > Folks, > I apologize, but I just cannot get this to work. > I have seen ( and tried ) many examples on the list, over the past couple of days, but I am making no headway trying to implement. > > Once again I seek some expert advice... > the situation ... > > 1. Users can be in multiple groups > 2. Users can send tickets to multiple queues but they only should be allowed to see their own tickets. > 3. Group members should be added as CC to ticket on create , to allow them to see tickets created by their group . > > much effort , no results... > > I am now floundering ... and am asking for a hand. > > thanks > Roy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jb at smarterliving.com Mon Dec 10 16:57:44 2007 From: jb at smarterliving.com (JB Segal) Date: Mon, 10 Dec 2007 16:57:44 -0500 Subject: [rt-users] 3.6.5 query builder and custom fields Message-ID: <20071210215744.GA20612@smartertravelmedia.com> I'm working on a test instance of a 3.4.5-> 3.6.5 upgrade. It's mostly good, but the query builder of 3.4.5 will show the custom fields for a given queue if I select 'queue=' (and a queue from the list, of course) in the builder and hit add, while the 3.6.5 query builder isn't. Any ideas? I'm hoping it's simple, as I think this is the last thing standing between me and taking this live. Thanks! JB -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com From gordon at cryologic.com Mon Dec 10 18:16:08 2007 From: gordon at cryologic.com (gordon at cryologic.com) Date: Tue, 11 Dec 2007 10:16:08 +1100 Subject: [rt-users] Can I automatically display a Ticket after CF modification? Message-ID: <475DC8B8.6000509@cryologic.com> Is there a simple mod which would automatically display the ticket after the "Save Changes" button has been clicked on the Modify.html page, instead of returning to the Modify page? RT-3.6 thanks Gordon From cshort at n6.com.au Mon Dec 10 18:24:24 2007 From: cshort at n6.com.au (Christopher Short) Date: Mon, 10 Dec 2007 15:24:24 -0800 Subject: [rt-users] Looking for doco: TransactionObj , also "Category" Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300798967373@EXVMBX015-3.exch015.msoutlookonline.net> Hi, two things I'm looking for info on but haven't found answers in the book, wiki, perldoc, and only scratchings on the mailing list. In scrips, what is the set of values that can be returned from TransactionObj->Type ? >From looking at hundreds of emails I seem to have gleened that there is at least 'Set', 'Resolved', 'Status' and 'CustomField'. What else? I'm confused by 'Status' and 'CustomField' as I would have thought changing those things would be Type 'Set'. Category "select" Custom Fields have a column marked "Category" in their values section. What does this do? Let me know and I'll put some documentation on the wiki. Christopher -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at limepepper.co.uk Mon Dec 10 20:46:34 2007 From: tom at limepepper.co.uk (Tom H) Date: Tue, 11 Dec 2007 01:46:34 +0000 Subject: [rt-users] how to notify my "queue" group that a new ticket is created Message-ID: <475DEBFA.8090108@limepepper.co.uk> Hi, I have created a queue "Operations" and a group called "Operations group", and assigned all available queue rights to that group. This works in the sense that when the "operations" user logs in, they can see the available ticket. However I would like them to be notified that there is a new ticket, but that is not happening. Which right should I set, or do I need to add them to the watchers list? Thanks, T From tom at limepepper.co.uk Mon Dec 10 20:48:12 2007 From: tom at limepepper.co.uk (Tom H) Date: Tue, 11 Dec 2007 01:48:12 +0000 Subject: [rt-users] non-privileged user on watchers CC list Message-ID: <475DEC5C.6050406@limepepper.co.uk> Hi, I have added a non-privileged user to the cc list for my queue, however they are not receiving any emails for updates or ticket creation events. Am I doing something wrong, other emails are sent correctly Thanks, T From cshort at n6.com.au Mon Dec 10 23:11:58 2007 From: cshort at n6.com.au (Christopher Short) Date: Mon, 10 Dec 2007 20:11:58 -0800 Subject: [rt-users] how to notify my "queue" group that a new ticket is created In-Reply-To: <475DEBFA.8090108@limepepper.co.uk> References: <475DEBFA.8090108@limepepper.co.uk> Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300798967401@EXVMBX015-3.exch015.msoutlookonline.net> Hi Tom, RT is mostly web-based these days so users assigned to a queue are expected to notice the new tickets via the "newest unowned tickets" display on their RT homepage. The easiest way for them to be emailed about new tickets is for them to be watchers on that queue, but they will then receive all emails sent to the queue. (Not just new tickets). I suspect you could also write some clever little scrips to send out emails just when new Tickets are created, but I'm not sure of the details. Christopher -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom H Sent: Tuesday, December 11, 2007 12:47 PM To: RT Users Subject: [rt-users] how to notify my "queue" group that a new ticket is created Hi, I have created a queue "Operations" and a group called "Operations group", and assigned all available queue rights to that group. This works in the sense that when the "operations" user logs in, they can see the available ticket. However I would like them to be notified that there is a new ticket, but that is not happening. Which right should I set, or do I need to add them to the watchers list? Thanks, T _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From gcecchi at peviani.it Tue Dec 11 03:05:46 2007 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Tue, 11 Dec 2007 09:05:46 +0100 Subject: R: [rt-users] 3.6.5 query builder and custom fields Message-ID: In my setup with 3.6.5 in query builder if I do in top square: Queue= Hardware Then I select "Add" near to "add these terms to your search" I get "Queue = 'Hardware' on the right box And a new line at the end of "add criteria" box with Company "condition" "possible values" If I add it, I get added in "current search" AND 'CF.{company}'='XXXXXXX' And the query works as expected. Also, in bottom "View columns" in "Add columns" section I get as the latest field CustomField.{company} That I can select and add with the ---> arrow if I wish Do you mean anything else? > -----Messaggio originale----- > Da: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Per conto > di JB Segal > Inviato: luned? 10 dicembre 2007 22.58 > A: rt-users at lists.bestpractical.com > Oggetto: [rt-users] 3.6.5 query builder and custom fields > > I'm working on a test instance of a 3.4.5-> 3.6.5 upgrade. > It's mostly good, but the query builder of 3.4.5 will show > the custom fields for a given queue if I select 'queue=' (and > a queue from the list, of course) in the builder and hit add, > while the 3.6.5 query builder isn't. > Any ideas? > > I'm hoping it's simple, as I think this is the last thing > standing between me and taking this live. > > Thanks! > JB > -- > JB Segal 617-886-5575 www.smartertravel.com > Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com > Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December > 31, we'll take up to 20 percent off the price. This sale > won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial > support: sales 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 Tue Dec 11 05:16:04 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Tue, 11 Dec 2007 11:16:04 +0100 Subject: [rt-users] Bug in history/UTF-8-encoding? Message-ID: <475E6364.8020201@osp-dd.de> Hi List, seems there are some more problems with UTF-8-encoding. Today it happened to us that a ticket's history isn't shown completely. Only the last two entries are shown - no create Ticket etc. are visible anymore. I've found the following errors in the log file: [Tue Dec 11 08:56:38 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:56:38 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb2, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:56:38 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb2, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) ... Probably some Russian letters were used there since the error happened after an update of an employee of our Russian team. But I'm not sure about that since there are many tickets with Russian descriptions where no errors occured. Are there any ideas how to fix this except manipulating the data in the database directly? Best regards, Ben From Andreas.Sinn at cpb-software.com Tue Dec 11 05:26:15 2007 From: Andreas.Sinn at cpb-software.com (SINN Andreas) Date: Tue, 11 Dec 2007 11:26:15 +0100 Subject: [rt-users] RT Read User In-Reply-To: <07FD4DCB6B2E194495066CA0A5CF1177014C7B3C@MXS1.cpbs.at> References: <07FD4DCB6B2E194495066CA0A5CF1177014C7B1C@MXS1.cpbs.at> <07FD4DCB6B2E194495066CA0A5CF1177014C7B3C@MXS1.cpbs.at> Message-ID: <07FD4DCB6B2E194495066CA0A5CF1177014C7B40@MXS1.cpbs.at> Hi all! Is there a possiblity to create an User with only read permissions? Thanks, Regards Andreas From weser at osp-dd.de Tue Dec 11 08:29:25 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Tue, 11 Dec 2007 14:29:25 +0100 Subject: [rt-users] Bug in history/UTF-8-encoding? In-Reply-To: <475E6364.8020201@osp-dd.de> References: <475E6364.8020201@osp-dd.de> Message-ID: <475E90B5.6090503@osp-dd.de> Sorry, I always forget to add my system configuration: RT 3.6.4 Apache 2.2.3 MySQL 5.0.26 Perl: v5.8.8 Benjamin Weser schrieb: > Hi List, > > seems there are some more problems with UTF-8-encoding. Today it > happened to us that a ticket's history isn't shown completely. Only > the last two entries are shown - no create Ticket etc. are visible > anymore. I've found the following errors in the log file: > > [Tue Dec 11 08:56:38 2007] [warning]: Malformed UTF-8 character > (unexpected continuation byte 0xb0, with no preceding start byte) in > substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. > (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) > [Tue Dec 11 08:56:38 2007] [warning]: Malformed UTF-8 character > (unexpected continuation byte 0xb2, with no preceding start byte) in > substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. > (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) > [Tue Dec 11 08:56:38 2007] [warning]: Malformed UTF-8 character > (unexpected continuation byte 0xb0, with no preceding start byte) in > substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. > (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) > [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character > (unexpected continuation byte 0xb0, with no preceding start byte) in > substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. > (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) > [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character > (unexpected continuation byte 0xb2, with no preceding start byte) in > substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. > (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) > [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character > (unexpected continuation byte 0xb0, with no preceding start byte) in > substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. > (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) > ... > > Probably some Russian letters were used there since the error happened > after an update of an employee of our Russian team. But I'm not sure > about that since there are many tickets with Russian descriptions > where no errors occured. > > Are there any ideas how to fix this except manipulating the data in > the database directly? > > Best regards, > Ben > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Tue Dec 11 08:48:05 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 11 Dec 2007 08:48:05 -0500 Subject: [rt-users] how to notify my "queue" group that a new ticket iscreated In-Reply-To: <475DEBFA.8090108@limepepper.co.uk> References: <475DEBFA.8090108@limepepper.co.uk> Message-ID: <7314881427FC8A4081673E8CEEA79249085650A7@EXMIAMI01.compupay.com> Hi Tom, We have something simple set up for this exact purpose. We created a new template: And the scrip to run it: Condition: On Create Action: Notify Other Recipients Template: Hope that helps :) Helmuth -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom H Sent: Monday, December 10, 2007 8:47 PM To: RT Users Subject: [rt-users] how to notify my "queue" group that a new ticket iscreated Hi, I have created a queue "Operations" and a group called "Operations group", and assigned all available queue rights to that group. This works in the sense that when the "operations" user logs in, they can see the available ticket. However I would like them to be notified that there is a new ticket, but that is not happening. Which right should I set, or do I need to add them to the watchers list? Thanks, T _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From barnesaw at ucrwcu.rwc.uc.edu Tue Dec 11 09:55:54 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 11 Dec 2007 09:55:54 -0500 Subject: [rt-users] Can I automatically display a Ticket after CF modification? In-Reply-To: <475DC8B8.6000509@cryologic.com> References: <475DC8B8.6000509@cryologic.com> Message-ID: <475EA4FA.9070500@ucrwcu.rwc.uc.edu> The "Save Changes" button, as far as I can tell, doesn't actually change anything until the Update Ticket button is pressed. It is used to add or remove recipients from a given message, be they AdminCCs, CCs or Bccs on the ticket. gordon at cryologic.com wrote: > Is there a simple mod which would automatically display the ticket after > the "Save Changes" button has been clicked on the Modify.html page, > instead of returning to the Modify page? > > RT-3.6 > > thanks > Gordon > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From kuyote at yahoo.com Tue Dec 11 13:14:12 2007 From: kuyote at yahoo.com (Joshua Speer) Date: Tue, 11 Dec 2007 10:14:12 -0800 (PST) Subject: [rt-users] Trouble after upgrade Message-ID: <331347.11200.qm@web31105.mail.mud.yahoo.com> I have been running RT3.4, and just upgraded to RT3.6 using the instructions. However when looking at tickets, I am getting some errors. I did rm the mason/obj directory a few times. I am running debian, and upgraded all packages with apt-get upgrade, and then installed the rt3.6 update. Examples: HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:05:58 GMT Server: Apache/1.3.34 (Debian) mod_perl/1.29 Pragma: no-cache Cache-control: no-cache Keep-Alive: timeout=15, max=95 Connection: Keep-Alive, Keep-Alive Transfer-Encoding: chunked, chunked Content-Type: text/html; charset=iso-8859-1 System error error: RT::Ticket::Reminders Unimplemented in HTML::Mason::Commands. (/usr/share/request-tracker3.6/html/Ticket/Elements/Reminders line 58) context: ... 491: else { 492: my ( $package, $filename, $line ); 493: ( $package, $filename, $line ) = caller; 494: 495: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 496: } 497: 498: } 499: ... code stack: /usr/share/perl5/DBIx/SearchBuilder/Record.pm:495 /usr/share/request-tracker3.6/html/Ticket/Elements/Reminders:58 /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:77 /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:80 /usr/share/request-tracker3.6/html/Ticket/Display.html:56 /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 /usr/share/request-tracker3.6/html/Ticket/Display.html:57 /usr/share/request-tracker3.6/html/autohandler:279 There is no raw error. HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:10:40 GMT Server: Apache/1.3.34 (Debian) mod_perl/1.29 Pragma: no-cache Cache-control: no-cache Keep-Alive: timeout=15, max=96 Connection: Keep-Alive, Keep-Alive Transfer-Encoding: chunked, chunked Content-Type: text/html; charset=iso-8859-1 System error error: RT::CustomField::LinkValueTo Unimplemented in HTML::Mason::Commands. (/usr/share/request-tracker3.6/html/Elements/ShowCustomFields line 56) context: ... 491: else { 492: my ( $package, $filename, $line ); 493: ( $package, $filename, $line ) = caller; 494: 495: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 496: } 497: 498: } 499: ... code stack: /usr/share/perl5/DBIx/SearchBuilder/Record.pm:495 /usr/share/request-tracker3.6/html/Elements/ShowCustomFields:56 /usr/share/request-tracker3.6/html/Ticket/Elements/ShowCustomFields:46 /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:59 /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:60 /usr/share/request-tracker3.6/html/Ticket/Display.html:56 /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 /usr/share/request-tracker3.6/html/Ticket/Display.html:57 /usr/share/request-tracker3.6/html/autohandler:279 raw error Installed versions: perl 5.8.8-7etch1 libhtml-mason-perl 1.35-3 libdbix-searchbuilder-perl 1.45-2 Thanks, Josh ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs From barnesaw at ucrwcu.rwc.uc.edu Tue Dec 11 13:23:07 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 11 Dec 2007 13:23:07 -0500 Subject: [rt-users] Trouble after upgrade In-Reply-To: <331347.11200.qm@web31105.mail.mud.yahoo.com> References: <331347.11200.qm@web31105.mail.mud.yahoo.com> Message-ID: <475ED58B.8020302@ucrwcu.rwc.uc.edu> Did you run all of the upgrade scripts on the database? Joshua Speer wrote: > I have been running RT3.4, and just upgraded to RT3.6 > using the instructions. However when looking at > tickets, I am getting some errors. I did rm the > mason/obj directory a few times. I am running debian, > and upgraded all packages with apt-get upgrade, and > then installed the rt3.6 update. > > Examples: > > HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:05:58 GMT > Server: Apache/1.3.34 (Debian) mod_perl/1.29 Pragma: > no-cache Cache-control: no-cache Keep-Alive: > timeout=15, max=95 Connection: Keep-Alive, Keep-Alive > Transfer-Encoding: chunked, chunked Content-Type: > text/html; charset=iso-8859-1 > System error > > error: RT::Ticket::Reminders Unimplemented in > HTML::Mason::Commands. > (/usr/share/request-tracker3.6/html/Ticket/Elements/Reminders > line 58) > context: > ... > 491: else { > 492: my ( $package, $filename, $line ); > 493: ( $package, $filename, $line ) = caller; > 494: > 495: die "$AUTOLOAD Unimplemented in $package. > ($filename line $line) \n"; > 496: } > 497: > 498: } > 499: > ... > code stack: > /usr/share/perl5/DBIx/SearchBuilder/Record.pm:495 > /usr/share/request-tracker3.6/html/Ticket/Elements/Reminders:58 > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:77 > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:80 > /usr/share/request-tracker3.6/html/Ticket/Display.html:56 > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > /usr/share/request-tracker3.6/html/Ticket/Display.html:57 > /usr/share/request-tracker3.6/html/autohandler:279 > > > There is no raw error. > > HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:10:40 GMT > Server: Apache/1.3.34 (Debian) mod_perl/1.29 Pragma: > no-cache Cache-control: no-cache Keep-Alive: > timeout=15, max=96 Connection: Keep-Alive, Keep-Alive > Transfer-Encoding: chunked, chunked Content-Type: > text/html; charset=iso-8859-1 > System error > > error: RT::CustomField::LinkValueTo Unimplemented in > HTML::Mason::Commands. > (/usr/share/request-tracker3.6/html/Elements/ShowCustomFields > line 56) > context: > ... > 491: else { > 492: my ( $package, $filename, $line ); > 493: ( $package, $filename, $line ) = caller; > 494: > 495: die "$AUTOLOAD Unimplemented in $package. > ($filename line $line) \n"; > 496: } > 497: > 498: } > 499: > ... > code stack: > /usr/share/perl5/DBIx/SearchBuilder/Record.pm:495 > /usr/share/request-tracker3.6/html/Elements/ShowCustomFields:56 > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowCustomFields:46 > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:59 > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:60 > /usr/share/request-tracker3.6/html/Ticket/Display.html:56 > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > /usr/share/request-tracker3.6/html/Ticket/Display.html:57 > /usr/share/request-tracker3.6/html/autohandler:279 > raw error > > > > Installed versions: > > perl 5.8.8-7etch1 > libhtml-mason-perl 1.35-3 > libdbix-searchbuilder-perl 1.45-2 > > Thanks, > > Josh > > > ____________________________________________________________________________________ > Never miss a thing. Make Yahoo your home page. > http://www.yahoo.com/r/hs > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From pdragon at pdragon.net Tue Dec 11 13:42:34 2007 From: pdragon at pdragon.net (Keith) Date: Tue, 11 Dec 2007 13:42:34 -0500 Subject: [rt-users] Problem with outgoing mail Message-ID: <2329fcf80712111042l180ddecehffe3ad1d1965486a@mail.gmail.com> I'm trying to set RT up on a test server so I can evaluate it for my job. I've got it all installed and working except for sending outgoing mail. I've got Postfix installed as my MTA and it works fine itself as far as I can tell. But when I send messages to the domain of what will most likely be the customers receiving mail I get back: 450 4.1.8 : Sender address rejected: Domain not found (in reply to RCPT TO command)) user at localhost is the user that RT is running as (changed to that because I don't want to send my server info out to the whole list). I've got $CorrespondAddress and $CommentAddress both defined, and email addresses defined for each queue as well, including the General queue that all incoming mail goes to. When I look at the Outgoing mail in RT from the Ticket information, it has the correct From: and Reply To: email addresses in the header information. But the Postfix mail.log is saying that the From: address is my user at localhost address. I've done a test with Postfix logging in locally with telnet, setting the From: and To: addresses to exactly what they should be coming from RT and the mail goes through fine. So the fact that my test server isn't the actual domain that the email is coming from isn't the problem. This won't be the case on the live server either. Postfix will be on the machine solely as a means for local programs to send mail. It's something in the way RT is sending the mail as far as I can tell that's causing the problem. Anyone able to assist with this? Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From kuyote at yahoo.com Tue Dec 11 14:00:16 2007 From: kuyote at yahoo.com (Joshua Speer) Date: Tue, 11 Dec 2007 11:00:16 -0800 (PST) Subject: [rt-users] Trouble after upgrade In-Reply-To: <475ED58B.8020302@ucrwcu.rwc.uc.edu> Message-ID: <929622.11054.qm@web31108.mail.mud.yahoo.com> I ran the commands from the README output is below: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ Clear mason cache dir: rm -fr /opt/rt3/var/mason_data/obj /usr/sbin/rt-setup-database-3.6 --action schema --datadir /etc/request-tracker3.6/upgrade/3.5.1 Creating database schema. Couldn't find schema file for mysql --------------------------------- /usr/sbin/rt-setup-database-3.6 --action acl --datadir /etc/request-tracker3.6/upgrade/3.5.1 Couldn't find ACLS for mysql in /etc/request-tracker3.6/upgrade/3.5.1 ----------------------------- rt:/usr/share/request-tracker3.6# /usr/sbin/rt-setup-database-3.6 --action insert --datadir /etc/request-tracker3.6/upgrade/3.5.1 Creating predefined searches...1.2.3.done. Done setting up database content. rm -rf /var/cache/request-tracker3.6/mason_data/obj apachectl restart Thanks, Josh --- Drew Barnes wrote: > Did you run all of the upgrade scripts on the > database? > > Joshua Speer wrote: > > I have been running RT3.4, and just upgraded to > RT3.6 > > using the instructions. However when looking at > > tickets, I am getting some errors. I did rm the > > mason/obj directory a few times. I am running > debian, > > and upgraded all packages with apt-get upgrade, > and > > then installed the rt3.6 update. > > > > Examples: > > > > HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:05:58 > GMT > > Server: Apache/1.3.34 (Debian) mod_perl/1.29 > Pragma: > > no-cache Cache-control: no-cache Keep-Alive: > > timeout=15, max=95 Connection: Keep-Alive, > Keep-Alive > > Transfer-Encoding: chunked, chunked Content-Type: > > text/html; charset=iso-8859-1 > > System error > > > > error: RT::Ticket::Reminders Unimplemented in > > HTML::Mason::Commands. > > > (/usr/share/request-tracker3.6/html/Ticket/Elements/Reminders > > line 58) > > context: > > ... > > 491: else { > > 492: my ( $package, $filename, $line ); > > 493: ( $package, $filename, $line ) = caller; > > 494: > > 495: die "$AUTOLOAD Unimplemented in $package. > > ($filename line $line) \n"; > > 496: } > > 497: > > 498: } > > 499: > > ... > > code stack: > > /usr/share/perl5/DBIx/SearchBuilder/Record.pm:495 > > > /usr/share/request-tracker3.6/html/Ticket/Elements/Reminders:58 > > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:77 > > > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:80 > > > /usr/share/request-tracker3.6/html/Ticket/Display.html:56 > > > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > > > /usr/share/request-tracker3.6/html/Ticket/Display.html:57 > > /usr/share/request-tracker3.6/html/autohandler:279 > > > > > > There is no raw error. > > > > HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:10:40 > GMT > > Server: Apache/1.3.34 (Debian) mod_perl/1.29 > Pragma: > > no-cache Cache-control: no-cache Keep-Alive: > > timeout=15, max=96 Connection: Keep-Alive, > Keep-Alive > > Transfer-Encoding: chunked, chunked Content-Type: > > text/html; charset=iso-8859-1 > > System error > > > > error: RT::CustomField::LinkValueTo Unimplemented > in > > HTML::Mason::Commands. > > > (/usr/share/request-tracker3.6/html/Elements/ShowCustomFields > > line 56) > > context: > > ... > > 491: else { > > 492: my ( $package, $filename, $line ); > > 493: ( $package, $filename, $line ) = caller; > > 494: > > 495: die "$AUTOLOAD Unimplemented in $package. > > ($filename line $line) \n"; > > 496: } > > 497: > > 498: } > > 499: > > ... > > code stack: > > /usr/share/perl5/DBIx/SearchBuilder/Record.pm:495 > > > /usr/share/request-tracker3.6/html/Elements/ShowCustomFields:56 > > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowCustomFields:46 > > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:59 > > > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:60 > > > /usr/share/request-tracker3.6/html/Ticket/Display.html:56 > > > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > > > /usr/share/request-tracker3.6/html/Ticket/Display.html:57 > > /usr/share/request-tracker3.6/html/autohandler:279 > > raw error > > > > > > > > Installed versions: > > > > perl 5.8.8-7etch1 > > libhtml-mason-perl 1.35-3 > > libdbix-searchbuilder-perl 1.45-2 > > > > Thanks, > > > > Josh > > > > > > > ____________________________________________________________________________________ > > Never miss a thing. Make Yahoo your home page. > > http://www.yahoo.com/r/hs > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract > before December 31, we'll take > > up to 20 percent off the price. This sale won't > last long, so get in touch today. > > Email us at sales at bestpractical.com or call us > at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials > from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > ____________________________________________________________________________________ Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping From barnesaw at ucrwcu.rwc.uc.edu Tue Dec 11 14:07:07 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 11 Dec 2007 14:07:07 -0500 Subject: [rt-users] Trouble after upgrade In-Reply-To: <929622.11054.qm@web31108.mail.mud.yahoo.com> References: <929622.11054.qm@web31108.mail.mud.yahoo.com> Message-ID: <475EDFDB.4080802@ucrwcu.rwc.uc.edu> Ok. It looks like something didn't upgrade properly. Can't help you on the Debian upgrade since I always go from source and haven't touched Debian in years. It may help to search the lists in a slightly more friendly fashion, such as http://www.gossamer-threads.com/lists/rt/ Joshua Speer wrote: > I ran the commands from the README output is below: > > /opt/rt3/sbin/rt-setup-database --action schema \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action acl \ > --datadir etc/upgrade/ > /opt/rt3/sbin/rt-setup-database --action insert > \ > --datadir etc/upgrade/ > > Clear mason cache dir: > > rm -fr /opt/rt3/var/mason_data/obj > > > > > /usr/sbin/rt-setup-database-3.6 --action schema > --datadir /etc/request-tracker3.6/upgrade/3.5.1 > > Creating database schema. > Couldn't find schema file for mysql > > --------------------------------- > > /usr/sbin/rt-setup-database-3.6 --action acl > --datadir /etc/request-tracker3.6/upgrade/3.5.1 > Couldn't find ACLS for mysql in > /etc/request-tracker3.6/upgrade/3.5.1 > > ----------------------------- > > rt:/usr/share/request-tracker3.6# > /usr/sbin/rt-setup-database-3.6 --action insert > --datadir /etc/request-tracker3.6/upgrade/3.5.1 > Creating predefined searches...1.2.3.done. > Done setting up database content. > > > > rm -rf /var/cache/request-tracker3.6/mason_data/obj > > > apachectl restart > > > Thanks, > > Josh > > > > --- Drew Barnes wrote: > > >> Did you run all of the upgrade scripts on the >> database? >> >> Joshua Speer wrote: >> >>> I have been running RT3.4, and just upgraded to >>> >> RT3.6 >> >>> using the instructions. However when looking at >>> tickets, I am getting some errors. I did rm the >>> mason/obj directory a few times. I am running >>> >> debian, >> >>> and upgraded all packages with apt-get upgrade, >>> >> and >> >>> then installed the rt3.6 update. >>> >>> Examples: >>> >>> HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:05:58 >>> >> GMT >> >>> Server: Apache/1.3.34 (Debian) mod_perl/1.29 >>> >> Pragma: >> >>> no-cache Cache-control: no-cache Keep-Alive: >>> timeout=15, max=95 Connection: Keep-Alive, >>> >> Keep-Alive >> >>> Transfer-Encoding: chunked, chunked Content-Type: >>> text/html; charset=iso-8859-1 >>> System error >>> >>> error: RT::Ticket::Reminders Unimplemented in >>> HTML::Mason::Commands. >>> >>> > (/usr/share/request-tracker3.6/html/Ticket/Elements/Reminders > >>> line 58) >>> context: >>> ... >>> 491: else { >>> 492: my ( $package, $filename, $line ); >>> 493: ( $package, $filename, $line ) = caller; >>> 494: >>> 495: die "$AUTOLOAD Unimplemented in $package. >>> ($filename line $line) \n"; >>> 496: } >>> 497: >>> 498: } >>> 499: >>> ... >>> code stack: >>> /usr/share/perl5/DBIx/SearchBuilder/Record.pm:495 >>> >>> > /usr/share/request-tracker3.6/html/Ticket/Elements/Reminders:58 > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:77 > > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:80 > > /usr/share/request-tracker3.6/html/Ticket/Display.html:56 > > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > > /usr/share/request-tracker3.6/html/Ticket/Display.html:57 > >>> /usr/share/request-tracker3.6/html/autohandler:279 >>> >>> >>> There is no raw error. >>> >>> HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:10:40 >>> >> GMT >> >>> Server: Apache/1.3.34 (Debian) mod_perl/1.29 >>> >> Pragma: >> >>> no-cache Cache-control: no-cache Keep-Alive: >>> timeout=15, max=96 Connection: Keep-Alive, >>> >> Keep-Alive >> >>> Transfer-Encoding: chunked, chunked Content-Type: >>> text/html; charset=iso-8859-1 >>> System error >>> >>> error: RT::CustomField::LinkValueTo Unimplemented >>> >> in >> >>> HTML::Mason::Commands. >>> >>> > (/usr/share/request-tracker3.6/html/Elements/ShowCustomFields > >>> line 56) >>> context: >>> ... >>> 491: else { >>> 492: my ( $package, $filename, $line ); >>> 493: ( $package, $filename, $line ) = caller; >>> 494: >>> 495: die "$AUTOLOAD Unimplemented in $package. >>> ($filename line $line) \n"; >>> 496: } >>> 497: >>> 498: } >>> 499: >>> ... >>> code stack: >>> /usr/share/perl5/DBIx/SearchBuilder/Record.pm:495 >>> >>> > /usr/share/request-tracker3.6/html/Elements/ShowCustomFields:56 > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowCustomFields:46 > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:59 > > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:60 > > /usr/share/request-tracker3.6/html/Ticket/Display.html:56 > > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > > /usr/share/request-tracker3.6/html/Ticket/Display.html:57 > >>> /usr/share/request-tracker3.6/html/autohandler:279 >>> raw error >>> >>> >>> >>> Installed versions: >>> >>> perl 5.8.8-7etch1 >>> libhtml-mason-perl 1.35-3 >>> libdbix-searchbuilder-perl 1.45-2 >>> >>> Thanks, >>> >>> Josh >>> >>> >>> >>> > ____________________________________________________________________________________ > >>> Never miss a thing. Make Yahoo your home page. >>> http://www.yahoo.com/r/hs >>> _______________________________________________ >>> >>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract >>> >> before December 31, we'll take >> >>> up to 20 percent off the price. This sale won't >>> >> last long, so get in touch today. >> >>> Email us at sales at bestpractical.com or call us >>> >> at +1 617 812 0745. >> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials >>> >> from O'Reilly Media. >> >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> > > > > ____________________________________________________________________________________ > Looking for last minute shopping deals? > Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping > From kuyote at yahoo.com Tue Dec 11 14:31:03 2007 From: kuyote at yahoo.com (Joshua Speer) Date: Tue, 11 Dec 2007 11:31:03 -0800 (PST) Subject: [rt-users] Trouble after upgrade In-Reply-To: <475EDFDB.4080802@ucrwcu.rwc.uc.edu> Message-ID: <193360.34585.qm@web31111.mail.mud.yahoo.com> Here is the raw error when I try to create a new ticket: RT::CustomField::MatchPattern Unimplemented in HTML::Mason::Commands. (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields line 65) Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('RT::CustomField::MatchPattern Unimplemented in HTML::Mason::Commands. (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields line 65) ^J') called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 495 DBIx::SearchBuilder::Record::AUTOLOAD('RT::CustomField=HASH(0x8324654)', undef) called at /usr/share/request-tracker3.6/html/Elements/ValidateCustomFields line 65 HTML::Mason::Commands::__ANON__('CustomFields', 'RT::CustomFields=HASH(0x9af2760)', 'ARGSRef', 'HASH(0x960f230)') called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83240c0)', 'CustomFields', 'RT::CustomFields=HASH(0x9af2760)', 'ARGSRef', 'HASH(0x960f230)') called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, 'CustomFields', 'RT::CustomFields=HASH(0x9af2760)', 'ARGSRef', 'HASH(0x960f230)') called at /usr/share/request-tracker3.6/html/Ticket/Create.html line 247 HTML::Mason::Commands::__ANON__('Queue', 4, 'Queue', 4) called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97fa2f0)', 'Queue', 4, 'Queue', 4) called at /usr/share/perl5/HTML/Mason/Request.pm line 1256 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'Queue', 4, 'Queue', 4) called at /usr/share/perl5/HTML/Mason/Request.pm line 915 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)', 'Queue', 4) called at /usr/share/request-tracker3.6/html/autohandler line 279 HTML::Mason::Commands::__ANON__('Queue', 4) called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x87f0858)', 'Queue', 4) called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'Queue', 4) called at /usr/share/perl5/HTML/Mason/Request.pm line 460 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 460 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 412 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 832 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x924cc4c)', 'Apache=SCALAR(0x8c24b30)') called at /usr/share/request-tracker3.4/libexec/webmux.pl line 124 eval {...} at /usr/share/request-tracker3.4/libexec/webmux.pl line 124 RT::Mason::handler('Apache=SCALAR(0x8c24b30)') called at /dev/null line 0 eval {...} at /dev/null line 0 --- Drew Barnes wrote: > Ok. It looks like something didn't upgrade > properly. Can't help you on > the Debian upgrade since I always go from source and > haven't touched > Debian in years. > > It may help to search the lists in a slightly more > friendly fashion, > such as http://www.gossamer-threads.com/lists/rt/ > > > Joshua Speer wrote: > > I ran the commands from the README output is > below: > > > > /opt/rt3/sbin/rt-setup-database --action schema \ > > --datadir etc/upgrade/ > > /opt/rt3/sbin/rt-setup-database --action > acl \ > > --datadir etc/upgrade/ > > /opt/rt3/sbin/rt-setup-database --action > insert > > \ > > --datadir etc/upgrade/ > > > > Clear mason cache dir: > > > > rm -fr /opt/rt3/var/mason_data/obj > > > > > > > > > > /usr/sbin/rt-setup-database-3.6 --action schema > > --datadir /etc/request-tracker3.6/upgrade/3.5.1 > > > > Creating database schema. > > Couldn't find schema file for mysql > > > > --------------------------------- > > > > /usr/sbin/rt-setup-database-3.6 --action acl > > --datadir /etc/request-tracker3.6/upgrade/3.5.1 > > Couldn't find ACLS for mysql in > > /etc/request-tracker3.6/upgrade/3.5.1 > > > > ----------------------------- > > > > rt:/usr/share/request-tracker3.6# > > /usr/sbin/rt-setup-database-3.6 --action insert > > --datadir /etc/request-tracker3.6/upgrade/3.5.1 > > Creating predefined searches...1.2.3.done. > > Done setting up database content. > > > > > > > > rm -rf > /var/cache/request-tracker3.6/mason_data/obj > > > > > > apachectl restart > > > > > > Thanks, > > > > Josh > > > > > > > > --- Drew Barnes > wrote: > > > > > >> Did you run all of the upgrade scripts on the > >> database? > >> > >> Joshua Speer wrote: > >> > >>> I have been running RT3.4, and just upgraded to > >>> > >> RT3.6 > >> > >>> using the instructions. However when looking at > >>> tickets, I am getting some errors. I did rm the > >>> mason/obj directory a few times. I am running > >>> > >> debian, > >> > >>> and upgraded all packages with apt-get upgrade, > >>> > >> and > >> > >>> then installed the rt3.6 update. > >>> > >>> Examples: > >>> > >>> HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:05:58 > >>> > >> GMT > >> > >>> Server: Apache/1.3.34 (Debian) mod_perl/1.29 > >>> > >> Pragma: > >> > >>> no-cache Cache-control: no-cache Keep-Alive: > >>> timeout=15, max=95 Connection: Keep-Alive, > >>> > >> Keep-Alive > >> > >>> Transfer-Encoding: chunked, chunked > Content-Type: > >>> text/html; charset=iso-8859-1 > >>> System error > >>> > >>> error: RT::Ticket::Reminders Unimplemented in > >>> HTML::Mason::Commands. > >>> > >>> > > > (/usr/share/request-tracker3.6/html/Ticket/Elements/Reminders > > > >>> line 58) > >>> context: > >>> ... > >>> 491: else { > >>> 492: my ( $package, $filename, $line ); > >>> 493: ( $package, $filename, $line ) = caller; > >>> 494: > >>> 495: die "$AUTOLOAD Unimplemented in $package. > >>> ($filename line $line) \n"; > >>> 496: } > >>> 497: > >>> 498: } > >>> 499: > >>> ... > >>> code stack: > >>> > /usr/share/perl5/DBIx/SearchBuilder/Record.pm:495 > >>> > >>> > > > /usr/share/request-tracker3.6/html/Ticket/Elements/Reminders:58 > > > > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:77 > > > > > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > > > > > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:80 > > > > > /usr/share/request-tracker3.6/html/Ticket/Display.html:56 > > > > > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > > > > > /usr/share/request-tracker3.6/html/Ticket/Display.html:57 > > > >>> > /usr/share/request-tracker3.6/html/autohandler:279 > >>> > >>> > >>> There is no raw error. > >>> > >>> HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:10:40 > >>> > >> GMT > >> > >>> Server: Apache/1.3.34 (Debian) mod_perl/1.29 > >>> > >> Pragma: > >> > >>> no-cache Cache-control: no-cache Keep-Alive: > >>> timeout=15, max=96 Connection: Keep-Alive, > >>> > >> Keep-Alive > >> > >>> Transfer-Encoding: chunked, chunked > Content-Type: > >>> text/html; charset=iso-8859-1 > >>> System error > >>> > >>> error: RT::CustomField::LinkValueTo > Unimplemented > >>> > >> in > >> > >>> HTML::Mason::Commands. > >>> > >>> > > > (/usr/share/request-tracker3.6/html/Elements/ShowCustomFields > > > >>> line 56) > >>> context: > >>> ... > >>> 491: else { > >>> 492: my ( $package, $filename, $line ); > >>> 493: ( $package, $filename, $line ) = caller; > === message truncated === ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs From barnesaw at ucrwcu.rwc.uc.edu Tue Dec 11 14:37:25 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 11 Dec 2007 14:37:25 -0500 Subject: [rt-users] Trouble after upgrade In-Reply-To: <193360.34585.qm@web31111.mail.mud.yahoo.com> References: <193360.34585.qm@web31111.mail.mud.yahoo.com> Message-ID: <475EE6F5.7090708@ucrwcu.rwc.uc.edu> Not exactly the same error but similar. Perhaps this can either help or get you started poking through things. http://www.gossamer-threads.com/lists/rt/users/64920#64920 Joshua Speer wrote: > Here is the raw error when I try to create a new > ticket: > > RT::CustomField::MatchPattern Unimplemented in > HTML::Mason::Commands. > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > line 65) > > > Trace begun at > /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 > HTML::Mason::Exceptions::rethrow_exception('RT::CustomField::MatchPattern > Unimplemented in HTML::Mason::Commands. > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > line 65) ^J') called at > /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 495 > DBIx::SearchBuilder::Record::AUTOLOAD('RT::CustomField=HASH(0x8324654)', > undef) called at > /usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > line 65 > HTML::Mason::Commands::__ANON__('CustomFields', > 'RT::CustomFields=HASH(0x9af2760)', 'ARGSRef', > 'HASH(0x960f230)') called at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83240c0)', > 'CustomFields', 'RT::CustomFields=HASH(0x9af2760)', > 'ARGSRef', 'HASH(0x960f230)') called at > /usr/share/perl5/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm > line 1246 > HTML::Mason::Request::comp(undef, undef, > 'CustomFields', 'RT::CustomFields=HASH(0x9af2760)', > 'ARGSRef', 'HASH(0x960f230)') called at > /usr/share/request-tracker3.6/html/Ticket/Create.html > line 247 > HTML::Mason::Commands::__ANON__('Queue', 4, 'Queue', > 4) called at /usr/share/perl5/HTML/Mason/Component.pm > line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97fa2f0)', > 'Queue', 4, 'Queue', 4) called at > /usr/share/perl5/HTML/Mason/Request.pm line 1256 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm > line 1246 > HTML::Mason::Request::comp(undef, undef, undef, > 'Queue', 4, 'Queue', 4) called at > /usr/share/perl5/HTML/Mason/Request.pm line 915 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)', > 'Queue', 4) called at > /usr/share/request-tracker3.6/html/autohandler line > 279 > HTML::Mason::Commands::__ANON__('Queue', 4) called at > /usr/share/perl5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x87f0858)', > 'Queue', 4) called at > /usr/share/perl5/HTML/Mason/Request.pm line 1251 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm > line 1246 > HTML::Mason::Request::comp(undef, undef, undef, > 'Queue', 4) called at > /usr/share/perl5/HTML/Mason/Request.pm line 460 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm > line 460 > eval {...} at /usr/share/perl5/HTML/Mason/Request.pm > line 412 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)') > called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm > line 165 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)') > called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm > line 832 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x924cc4c)', > 'Apache=SCALAR(0x8c24b30)') called at > /usr/share/request-tracker3.4/libexec/webmux.pl line > 124 > eval {...} at > /usr/share/request-tracker3.4/libexec/webmux.pl line > 124 > RT::Mason::handler('Apache=SCALAR(0x8c24b30)') called > at /dev/null line 0 > eval {...} at /dev/null line 0 > > > > --- Drew Barnes wrote: > > >> Ok. It looks like something didn't upgrade >> properly. Can't help you on >> the Debian upgrade since I always go from source and >> haven't touched >> Debian in years. >> >> It may help to search the lists in a slightly more >> friendly fashion, >> such as http://www.gossamer-threads.com/lists/rt/ >> >> >> Joshua Speer wrote: >> >>> I ran the commands from the README output is >>> >> below: >> >>> /opt/rt3/sbin/rt-setup-database --action schema \ >>> --datadir etc/upgrade/ >>> /opt/rt3/sbin/rt-setup-database --action >>> >> acl \ >> >>> --datadir etc/upgrade/ >>> /opt/rt3/sbin/rt-setup-database --action >>> >> insert >> >>> \ >>> --datadir etc/upgrade/ >>> >>> Clear mason cache dir: >>> >>> rm -fr /opt/rt3/var/mason_data/obj >>> >>> >>> >>> >>> /usr/sbin/rt-setup-database-3.6 --action schema >>> --datadir /etc/request-tracker3.6/upgrade/3.5.1 >>> >>> Creating database schema. >>> Couldn't find schema file for mysql >>> >>> --------------------------------- >>> >>> /usr/sbin/rt-setup-database-3.6 --action acl >>> --datadir /etc/request-tracker3.6/upgrade/3.5.1 >>> Couldn't find ACLS for mysql in >>> /etc/request-tracker3.6/upgrade/3.5.1 >>> >>> ----------------------------- >>> >>> rt:/usr/share/request-tracker3.6# >>> /usr/sbin/rt-setup-database-3.6 --action insert >>> --datadir /etc/request-tracker3.6/upgrade/3.5.1 >>> Creating predefined searches...1.2.3.done. >>> Done setting up database content. >>> >>> >>> >>> rm -rf >>> >> /var/cache/request-tracker3.6/mason_data/obj >> >>> apachectl restart >>> >>> >>> Thanks, >>> >>> Josh >>> >>> >>> >>> --- Drew Barnes >>> >> wrote: >> >>> >>> >>>> Did you run all of the upgrade scripts on the >>>> database? >>>> >>>> Joshua Speer wrote: >>>> >>>> >>>>> I have been running RT3.4, and just upgraded to >>>>> >>>>> >>>> RT3.6 >>>> >>>> >>>>> using the instructions. However when looking at >>>>> tickets, I am getting some errors. I did rm the >>>>> mason/obj directory a few times. I am running >>>>> >>>>> >>>> debian, >>>> >>>> >>>>> and upgraded all packages with apt-get upgrade, >>>>> >>>>> >>>> and >>>> >>>> >>>>> then installed the rt3.6 update. >>>>> >>>>> Examples: >>>>> >>>>> HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:05:58 >>>>> >>>>> >>>> GMT >>>> >>>> >>>>> Server: Apache/1.3.34 (Debian) mod_perl/1.29 >>>>> >>>>> >>>> Pragma: >>>> >>>> >>>>> no-cache Cache-control: no-cache Keep-Alive: >>>>> timeout=15, max=95 Connection: Keep-Alive, >>>>> >>>>> >>>> Keep-Alive >>>> >>>> >>>>> Transfer-Encoding: chunked, chunked >>>>> >> Content-Type: >> >>>>> text/html; charset=iso-8859-1 >>>>> System error >>>>> >>>>> error: RT::Ticket::Reminders Unimplemented in >>>>> HTML::Mason::Commands. >>>>> >>>>> >>>>> > (/usr/share/request-tracker3.6/html/Ticket/Elements/Reminders > >>> >>> >>>>> line 58) >>>>> context: >>>>> ... >>>>> 491: else { >>>>> 492: my ( $package, $filename, $line ); >>>>> 493: ( $package, $filename, $line ) = caller; >>>>> 494: >>>>> 495: die "$AUTOLOAD Unimplemented in $package. >>>>> ($filename line $line) \n"; >>>>> 496: } >>>>> 497: >>>>> 498: } >>>>> 499: >>>>> ... >>>>> code stack: >>>>> >>>>> >> /usr/share/perl5/DBIx/SearchBuilder/Record.pm:495 >> >>>>> >>>>> > /usr/share/request-tracker3.6/html/Ticket/Elements/Reminders:58 > >>> >>> >>> > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:77 > >>> >>> >>> > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > >>> >>> >>> > /usr/share/request-tracker3.6/html/Ticket/Elements/ShowSummary:80 > >>> >>> >>> > /usr/share/request-tracker3.6/html/Ticket/Display.html:56 > >>> >>> >>> > /usr/share/request-tracker3.6/html/Widgets/TitleBox:49 > >>> >>> >>> > /usr/share/request-tracker3.6/html/Ticket/Display.html:57 > >>> >>> >> /usr/share/request-tracker3.6/html/autohandler:279 >> >>>>> There is no raw error. >>>>> >>>>> HTTP/1.1 200 OK Date: Tue, 11 Dec 2007 18:10:40 >>>>> >>>>> >>>> GMT >>>> >>>> >>>>> Server: Apache/1.3.34 (Debian) mod_perl/1.29 >>>>> >>>>> >>>> Pragma: >>>> >>>> >>>>> no-cache Cache-control: no-cache Keep-Alive: >>>>> timeout=15, max=96 Connection: Keep-Alive, >>>>> >>>>> >>>> Keep-Alive >>>> >>>> >>>>> Transfer-Encoding: chunked, chunked >>>>> >> Content-Type: >> >>>>> text/html; charset=iso-8859-1 >>>>> System error >>>>> >>>>> error: RT::CustomField::LinkValueTo >>>>> >> Unimplemented >> >>>>> >>>>> >>>> in >>>> >>>> >>>>> HTML::Mason::Commands. >>>>> >>>>> >>>>> > (/usr/share/request-tracker3.6/html/Elements/ShowCustomFields > >>> >>> >>>>> line 56) >>>>> context: >>>>> ... >>>>> 491: else { >>>>> 492: my ( $package, $filename, $line ); >>>>> 493: ( $package, $filename, $line ) = caller; >>>>> > === message truncated === > > > > ____________________________________________________________________________________ > Never miss a thing. Make Yahoo your home page. > http://www.yahoo.com/r/hs > From gordon at cryologic.com Tue Dec 11 16:13:21 2007 From: gordon at cryologic.com (gordon at cryologic.com) Date: Wed, 12 Dec 2007 08:13:21 +1100 Subject: [rt-users] Can I automatically display a Ticket after CF modification? In-Reply-To: <475EA4FA.9070500@ucrwcu.rwc.uc.edu> References: <475DC8B8.6000509@cryologic.com> <475EA4FA.9070500@ucrwcu.rwc.uc.edu> Message-ID: <475EFD71.7000704@cryologic.com> When I click the link for "Basics" or "People" or "Dates" the page for modifying the associated information is displayed and at the bottom of the page is a "Save Changes" button. Clicking this button does save any changes I have made to the page but, unlike adding a Comment, the modify page remains open and I have to click the "Display" link to show the ticket. Perhaps this issue has been discussed earlier, however my searches of the list have not uncovered anything. Does anyone know where I can look for a solution? thanks Gordon Drew Barnes wrote: > The "Save Changes" button, as far as I can tell, doesn't actually change > anything until the Update Ticket button is pressed. It is used to add > or remove recipients from a given message, be they AdminCCs, CCs or Bccs > on the ticket. > > > gordon at cryologic.com wrote: >> Is there a simple mod which would automatically display the ticket after >> the "Save Changes" button has been clicked on the Modify.html page, >> instead of returning to the Modify page? From william at knowmad.com Tue Dec 11 16:08:41 2007 From: william at knowmad.com (William McKee) Date: Tue, 11 Dec 2007 16:08:41 -0500 Subject: [rt-users] Replicate a ticket into a new ticket Message-ID: <20071211210841.GF10452@knowmad.com> Every now and then I have a ticket which I want to use as the basis for a new ticket which contains similar details (I use several custom fields) but would have different due dates, etc. Is there an easy way to replicate a ticket into a new ticket? Thanks, William -- Knowmad Technologies - Web Site Development & Programming W: http://www.knowmad.com | E: william at knowmad.com P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee From william at knowmad.com Tue Dec 11 17:38:09 2007 From: william at knowmad.com (William McKee) Date: Tue, 11 Dec 2007 17:38:09 -0500 Subject: [rt-users] Alter custom field (rt-3.4) Message-ID: <20071211223809.GJ10452@knowmad.com> According to the wiki[1], there is no way to use the rt tool to make mass updates to a custom field value. Has anyone written a script that can handle this task? Thanks, William [1] http://wiki.bestpractical.com/view/UseRtTool -- Knowmad Technologies - Web Site Development & Programming W: http://www.knowmad.com | E: william at knowmad.com P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee From erek at blumenthals.com Tue Dec 11 17:08:07 2007 From: erek at blumenthals.com (Erek Dyskant) Date: Tue, 11 Dec 2007 17:08:07 -0500 Subject: [rt-users] Yahoo tagging RT mail as "bulk" Message-ID: <475F0A47.6090601@blumenthals.com> Howdy All, I'm having a somewhat bizarre problem. Any mail that gets generated by RT and sent to a yahoo email address gets placed in Yahoo's bulk bin, however user-generated emails relayed by the same server do not get tagged as bulk. RT emails pass normal sender verification done by other servers. Has anyone else run into this problem, and if so, what was your solution? Regards, Erek Dyskant From jesse at bestpractical.com Tue Dec 11 18:30:18 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 11 Dec 2007 18:30:18 -0500 Subject: [rt-users] Yahoo tagging RT mail as "bulk" In-Reply-To: <475F0A47.6090601@blumenthals.com> References: <475F0A47.6090601@blumenthals.com> Message-ID: <20071211233018.GD31398@bestpractical.com> On Tue, Dec 11, 2007 at 05:08:07PM -0500, Erek Dyskant wrote: > Howdy All, > I'm having a somewhat bizarre problem. Any mail that gets generated > by RT and sent to a yahoo email address gets placed in Yahoo's bulk bin, > however user-generated emails relayed by the same server do not get > tagged as bulk. RT emails pass normal sender verification done by other > servers. > Has anyone else run into this problem, and if so, what was your > solution? RT explicitly sets outgoing mail to Precedence: bulk, as it's machine-generated email. Doing so is one of the standard signals to an auto-reply bot to not reply. Filtering such mail out of an inbox for that reason alone is kind of....inept. From KFCrocker at lbl.gov Tue Dec 11 19:13:52 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 11 Dec 2007 16:13:52 -0800 Subject: [rt-users] Alter custom field (rt-3.4) In-Reply-To: <20071211223809.GJ10452@knowmad.com> References: <20071211223809.GJ10452@knowmad.com> Message-ID: <475F27C0.1030308@lbl.gov> William, What kind of bulk update do you want to do? If you want to update the value for a specific custom field in each ticket instance, I have a procedure that will do that and it uses normal RT functionality. Kenn LBNL On 12/11/2007 2:38 PM, William McKee wrote: > According to the wiki[1], there is no way to use the rt tool to make > mass updates to a custom field value. Has anyone written a script that > can handle this task? > > > Thanks, > William > > [1] http://wiki.bestpractical.com/view/UseRtTool > From barnesaw at ucrwcu.rwc.uc.edu Wed Dec 12 08:37:40 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 12 Dec 2007 08:37:40 -0500 Subject: [rt-users] Can I automatically display a Ticket after CF modification? In-Reply-To: <475EFD71.7000704@cryologic.com> References: <475DC8B8.6000509@cryologic.com> <475EA4FA.9070500@ucrwcu.rwc.uc.edu> <475EFD71.7000704@cryologic.com> Message-ID: <475FE424.6030905@ucrwcu.rwc.uc.edu> No, that is my mistake. I had Modify.html confused with Update.html because of another project the evil overlords have put me on. I seem to remember this being discussed in regards to people adding a comment or corresponence and later clicking refresh. It would add a second comment or email to the requestor. Searching the list archives, I found these. Perhaps t hey can get you started on the right path. http://www.gossamer-threads.com/lists/rt/users/23343#23343 http://www.gossamer-threads.com/lists/rt/users/58075#58075 gordon at cryologic.com wrote: > When I click the link for "Basics" or "People" or "Dates" the page for > modifying the associated information is displayed and at the bottom of > the page is a "Save Changes" button. Clicking this button does save > any changes I have made to the page but, unlike adding a Comment, the > modify page remains open and I have to click the "Display" link to > show the ticket. > > Perhaps this issue has been discussed earlier, however my searches of > the list have not uncovered anything. Does anyone know where I can > look for a solution? > > thanks > Gordon > > > Drew Barnes wrote: >> The "Save Changes" button, as far as I can tell, doesn't actually change >> anything until the Update Ticket button is pressed. It is used to add >> or remove recipients from a given message, be they AdminCCs, CCs or Bccs >> on the ticket. >> >> >> gordon at cryologic.com wrote: >>> Is there a simple mod which would automatically display the ticket >>> after >>> the "Save Changes" button has been clicked on the Modify.html page, >>> instead of returning to the Modify page? From barnesaw at ucrwcu.rwc.uc.edu Wed Dec 12 08:42:30 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 12 Dec 2007 08:42:30 -0500 Subject: [rt-users] Can I automatically display a Ticket after CF modification? In-Reply-To: <475FE424.6030905@ucrwcu.rwc.uc.edu> References: <475DC8B8.6000509@cryologic.com> <475EA4FA.9070500@ucrwcu.rwc.uc.edu> <475EFD71.7000704@cryologic.com> <475FE424.6030905@ucrwcu.rwc.uc.edu> Message-ID: <475FE546.9010609@ucrwcu.rwc.uc.edu> And one more, as a follow-up to myself: http://www.gossamer-threads.com/lists/rt/users/49063#49063 Drew Barnes wrote: > No, that is my mistake. I had Modify.html confused with Update.html > because of another project the evil overlords have put me on. > > I seem to remember this being discussed in regards to people adding a > comment or corresponence and later clicking refresh. It would add a > second comment or email to the requestor. Searching the list archives, > I found these. Perhaps t hey can get you started on the right path. > http://www.gossamer-threads.com/lists/rt/users/23343#23343 > http://www.gossamer-threads.com/lists/rt/users/58075#58075 > > > gordon at cryologic.com wrote: > >> When I click the link for "Basics" or "People" or "Dates" the page for >> modifying the associated information is displayed and at the bottom of >> the page is a "Save Changes" button. Clicking this button does save >> any changes I have made to the page but, unlike adding a Comment, the >> modify page remains open and I have to click the "Display" link to >> show the ticket. >> >> Perhaps this issue has been discussed earlier, however my searches of >> the list have not uncovered anything. Does anyone know where I can >> look for a solution? >> >> thanks >> Gordon >> >> >> Drew Barnes wrote: >> >>> The "Save Changes" button, as far as I can tell, doesn't actually change >>> anything until the Update Ticket button is pressed. It is used to add >>> or remove recipients from a given message, be they AdminCCs, CCs or Bccs >>> on the ticket. >>> >>> >>> gordon at cryologic.com wrote: >>> >>>> Is there a simple mod which would automatically display the ticket >>>> after >>>> the "Save Changes" button has been clicked on the Modify.html page, >>>> instead of returning to the Modify page? >>>> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sven.sternberger at desy.de Wed Dec 12 09:18:54 2007 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 12 Dec 2007 15:18:54 +0100 Subject: [rt-users] Problem with outgoing mail In-Reply-To: <2329fcf80712111042l180ddecehffe3ad1d1965486a@mail.gmail.com> References: <2329fcf80712111042l180ddecehffe3ad1d1965486a@mail.gmail.com> Message-ID: <1197469134.5914.21.camel@pcx4546.desy.de> Hello Keith! I think the problem is maybe the fact that the mail protocol has two sender. The first is the envelope sender, "the real one", the second is the body "From:" where you can write whatever you think is a good idea. The first on is something like "apache at machine.domain.xx", the second one is what you set as configuration in RT. What I suspect is that your postfix config is not set up in the right way. Try to send as root s simple mail 'mail -s "testme" you at youdomain.xxx' Look if this mail is send, if not you have to look for the postfix config. I expect that you try to send the mail directly to the customer, but most mta wont accept mails from unknown servers directly. So you should send them to a relayhost, maybe your company mta, or your isp mta hope this helps! sven On Di, 2007-12-11 at 13:42 -0500, Keith wrote: > I'm trying to set RT up on a test server so I can evaluate it for my > job. I've got it all installed and working except for sending outgoing > mail. I've got Postfix installed as my MTA and it works fine itself as > far as I can tell. But when I send messages to the domain of what will > most likely be the customers receiving mail I get back: > > 450 4.1.8 : Sender address rejected: Domain not found > (in reply to RCPT TO command)) > > user at localhost is the user that RT is running as (changed to that > because I don't want to send my server info out to the whole list). > I've got $CorrespondAddress and $CommentAddress both defined, and > email addresses defined for each queue as well, including the General > queue that all incoming mail goes to. When I look at the Outgoing mail > in RT from the Ticket information, it has the correct From: and Reply > To: email addresses in the header information. But the Postfix > mail.log is saying that the From: address is my user at localhost > address. > I've done a test with Postfix logging in locally with telnet, setting > the From: and To: addresses to exactly what they should be coming from > RT and the mail goes through fine. So the fact that my test server > isn't the actual domain that the email is coming from isn't the > problem. This won't be the case on the live server either. Postfix > will be on the machine solely as a means for local programs to send > mail. > > It's something in the way RT is sending the mail as far as I can tell > that's causing the problem. Anyone able to assist with this? > > Keith > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From todd at chaka.net Wed Dec 12 09:26:37 2007 From: todd at chaka.net (Todd Chapman) Date: Wed, 12 Dec 2007 09:26:37 -0500 Subject: [rt-users] Alter custom field (rt-3.4) In-Reply-To: <20071211223809.GJ10452@knowmad.com> References: <20071211223809.GJ10452@knowmad.com> Message-ID: <519782dc0712120626s2a1c33ffwe50cb704ea51b485@mail.gmail.com> Not sure if this is what you mean. You can add a new CF value, then run a query for the old value, and then in the bulk update page remove the old value and add the new one. On 12/11/07, William McKee wrote: > > According to the wiki[1], there is no way to use the rt tool to make > mass updates to a custom field value. Has anyone written a script that > can handle this task? > > > Thanks, > William > > [1] http://wiki.bestpractical.com/view/UseRtTool > > -- > Knowmad Technologies - Web Site Development & Programming > W: http://www.knowmad.com | E: william at knowmad.com > P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: 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 william at knowmad.com Wed Dec 12 09:59:26 2007 From: william at knowmad.com (William McKee) Date: Wed, 12 Dec 2007 09:59:26 -0500 Subject: [rt-users] Alter custom field (rt-3.4) In-Reply-To: <519782dc0712120626s2a1c33ffwe50cb704ea51b485@mail.gmail.com> References: <20071211223809.GJ10452@knowmad.com> <519782dc0712120626s2a1c33ffwe50cb704ea51b485@mail.gmail.com> Message-ID: <20071212145926.GC11552@knowmad.com> On Wed, Dec 12, 2007 at 09:26:37AM -0500, Todd Chapman wrote: > > Not sure if this is what you mean. You can add a new CF value, then run a > query for the old value, and then in the bulk update page remove the old > value and add the new one. Thanks for the response. Here's what I did. I have a CF that is "Select one value". I changed an existing value to a new name. Unfortunately, this update did not propagate to the tickets that were already tagged. So, I need to find a way to re-classify all those tickets which have the old value in the CF field. I hadn't considered your idea, but, when I went to do the multiple update, I discovered that RT-3.4 cannot update custom fields. Thanks, William -- Knowmad Technologies - Web Site Development & Programming W: http://www.knowmad.com | E: william at knowmad.com P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee From william at knowmad.com Wed Dec 12 10:01:09 2007 From: william at knowmad.com (William McKee) Date: Wed, 12 Dec 2007 10:01:09 -0500 Subject: [rt-users] Alter custom field (rt-3.4) In-Reply-To: <475F27C0.1030308@lbl.gov> References: <20071211223809.GJ10452@knowmad.com> <475F27C0.1030308@lbl.gov> Message-ID: <20071212150109.GD11552@knowmad.com> On Tue, Dec 11, 2007 at 04:13:52PM -0800, Kenneth Crocker wrote: > What kind of bulk update do you want to do? If you want to update > the value for a specific custom field in each ticket instance, I have a > procedure that will do that and it uses normal RT functionality. Hi Kenn, Thanks for your response. I just sent a response to Todd which explains what I'm trying to accomplish. I do want to update the value of a specific field. Please send me your procedure. Thanks, William -- Knowmad Technologies - Web Site Development & Programming W: http://www.knowmad.com | E: william at knowmad.com P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee From sturner at MIT.EDU Wed Dec 12 10:21:32 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 12 Dec 2007 10:21:32 -0500 Subject: [rt-users] Alter custom field (rt-3.4) In-Reply-To: <20071212145926.GC11552@knowmad.com> References: <20071211223809.GJ10452@knowmad.com> <519782dc0712120626s2a1c33ffwe50cb704ea51b485@mail.gmail.com> <20071212145926.GC11552@knowmad.com> Message-ID: <6.2.3.4.2.20071212102018.046284d0@po14.mit.edu> At Wednesday 12/12/2007 09:59 AM, William McKee wrote: >Thanks for the response. Here's what I did. I have a CF that is "Select >one value". I changed an existing value to a new name. Unfortunately, >this update did not propagate to the tickets that were already tagged. >So, I need to find a way to re-classify all those tickets which have the >old value in the CF field. > >I hadn't considered your idea, but, when I went to do the multiple >update, I discovered that RT-3.4 cannot update custom fields. > > >Thanks, >William William, I don't know if you're into perl scripting against the RT API, but I found this link that shows a script that does what you want: http://use.perl.org/~Robrt/journal/25746 Steve From sturner at MIT.EDU Wed Dec 12 10:29:14 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 12 Dec 2007 10:29:14 -0500 Subject: [rt-users] Alter custom field (rt-3.4) Message-ID: <6.2.3.4.2.20071212102903.04625978@po14.mit.edu> At Wednesday 12/12/2007 09:26 AM, you wrote: >Not sure if this is what you mean. You can add a new CF value, then >run a query for the old value, and then in the bulk update page >remove the old value and add the new one. > >On 12/11/07, William McKee ><william at knowmad.com> wrote: >According to the wiki[1], there is no way to use the rt tool to make >mass updates to a custom field value. Has anyone written a script that >can handle this task? > >Thanks, >William I think William is on 3.4, so there's no bulk CF update in the web interface. The only solution (short of a 3.6 upgrade) would be a custom perl script - I don't think the 3.4 CLI can do this. Steve From david.fuller at uconn.edu Wed Dec 12 12:21:46 2007 From: david.fuller at uconn.edu (Fuller, David) Date: Wed, 12 Dec 2007 12:21:46 -0500 Subject: [rt-users] BASIC statistics question Message-ID: <1975858073FA56489533973CC81B4D530205936A@EXCHANGEB.mgmt.ad.uconn.edu> HI : My basic question: What statistical reports are available via RT ? My task is to report to management many/all statistical reports available in RT. Management will then decide whether or not to implement the RT statistics package. I looked at the RT3 statistics package. The 'TimeWorked' module [ http://wiki.bestpractical.com/view/TimeWorked ] seems to fill one of our current needs but I haven't found a list of available reports / graphs. Is there, where is - such a list ? We have RT 3.6.1 . Thank you. D Is this a list of statistical reports ? I downloaded the: rtstats-1.03.tar.tar file. In it was the 'rtstats.pl file. I found what MAY be report descriptions in this file. Created vs Resolved Graph resolved_totals () created_totals () resolved_totals_by_area () Get the next number request to be generated. Generate average time to resolve Generate average time by person to resolve Generate average time by area to resolve Average Time a open ticket has been sitting since last acted on Tickets created in the last 24 hours Tickets closed in the last 24 hours by person tickets resolved by person Average time to resolve in days Create "restime by owner" Create "restime by area" Get active total number () Search History: I went here looking for said list: http://wiki.bestpractical.com/view/RT3StatisticsPackage and read this excerpt: RTx::Statistics Package Current release: v. 0.1.8 Description: Produces statistical information based on RT3 data. http://wiki.bestpractical.com/view/RT3StatisticsPackageWishList http://opensvn.csie.org/RTx_Statistics/releases/0.1.8/README David Fuller Student Affairs Information Technology 860.486.8992 -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Dec 12 12:29:40 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 12 Dec 2007 12:29:40 -0500 Subject: [rt-users] BASIC statistics question In-Reply-To: <1975858073FA56489533973CC81B4D530205936A@EXCHANGEB.mgmt.ad.uconn.edu> References: <1975858073FA56489533973CC81B4D530205936A@EXCHANGEB.mgmt.ad.uconn.edu> Message-ID: <47601A84.4020004@ucrwcu.rwc.uc.edu> Bear in mind, I am running RT3.6.5 so your list may vary... Built in under Tools->Reports are: - Resolved by owner: Total tickets in a queue resolved by each privileged owner - Resolved in date range: Same as above, but allows you to specify a date range - Created in a date range: Shows number of tickets created in a given date range and their current status: deleted, new,open, rejected, resolved, stalled There have been posts to the list in the past of how people use Crystal Reports (for example) to do their own reports. I have not been asked to do so and have no personal experience with it. I also have not tried any "add-on" statistics packages or scripts. Fuller, David wrote: > > HI : > > > > My basic question: What statistical reports are available via RT ? > > > > My task is to report to management many/all statistical reports > available in RT. > > Management will then decide whether or not to implement the RT > statistics package. > > I looked at the RT3 statistics package. > > The ?TimeWorked? module [ > http://wiki.bestpractical.com/view/TimeWorked ] seems to fill *_one_* > of our current needs but > > I haven?t found a list of available reports / graphs. > > Is there, where is ? such a list ? > > > > We have RT 3.6.1 . > > > > Thank you. > > > > D > > > > *Is this a list of statistical reports ?* > > *I downloaded the: rtstats-1.03.tar.tar file.* > > *In it was the ?rtstats.pl file.* > > * I found what _MAY_ be report descriptions in this file.* > > Created vs Resolved Graph > > resolved_totals () > > created_totals () > > resolved_totals_by_area () > > Get the next number request to be generated. > > Generate average time to resolve > > Generate average time by person to resolve > > Generate average time by area to resolve > > Average Time a open ticket has been sitting since last acted on > > Tickets created in the last 24 hours > > Tickets closed in the last 24 hours by person > > tickets resolved by person > > Average time to resolve in days > > Create "restime by owner" > > Create "restime by area" > > Get active total number () > > > > > > *_Search History:_* > > I went here looking for said list: > > http://wiki.bestpractical.com/view/RT3StatisticsPackage > > and read this *_excerpt_*: > > *RTx::Statistics Package* > > Current release: v. 0.1.8 > > Description: Produces statistical information based on RT3 data. > > http://wiki.bestpractical.com/view/RT3StatisticsPackageWishList > > > > http://opensvn.csie.org/RTx_Statistics/releases/0.1.8/README > > > > > > > > > > **David Fuller** > > **Student Affairs Information Technology** > > **860.486.8992** > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From pdragon at pdragon.net Wed Dec 12 12:54:32 2007 From: pdragon at pdragon.net (Keith) Date: Wed, 12 Dec 2007 12:54:32 -0500 Subject: [rt-users] Problem with outgoing mail In-Reply-To: <1197469134.5914.21.camel@pcx4546.desy.de> References: <2329fcf80712111042l180ddecehffe3ad1d1965486a@mail.gmail.com> <1197469134.5914.21.camel@pcx4546.desy.de> Message-ID: <2329fcf80712120954j6bfc999fu6ff3fcf19e245f13@mail.gmail.com> Your description of the problem lead me to a working solution, so thanks very much! Below is how I got it working in case anyone else has this issue. I went to the #postfix chatroom on irc.freenode.net and asked about how to set up Postfix to use an external SMTP server to send mail. Someone told me to look into setting up Postfix to use Smarthost with Authentication. Found this link below for setting up Postfix to use Yahoo SMTP. http://efflandt.freeshell.org/sbc-smtp-auth.html Just changed the host information to my own email server information and everything is working great now! Keith On Dec 12, 2007 9:18 AM, Sven Sternberger wrote: > Hello Keith! > > I think the problem is maybe the fact that the mail protocol > has two sender. The first is the envelope sender, "the real one", > the second is the body "From:" where you can write whatever you > think is a good idea. The first on is something like > "apache at machine.domain.xx", the second one is what you set > as configuration in RT. > > What I suspect is that your postfix config is not set up in the > right way. > Try to send as root s simple mail 'mail -s "testme" you at youdomain.xxx' > Look if this mail is send, if not you have to look for > the postfix config. I expect that you try to send the mail directly > to the customer, but most mta wont accept mails from unknown > servers directly. So you should send them to a relayhost, maybe > your company mta, or your isp mta > > hope this helps! > > sven > > On Di, 2007-12-11 at 13:42 -0500, Keith wrote: > > I'm trying to set RT up on a test server so I can evaluate it for my > > job. I've got it all installed and working except for sending outgoing > > mail. I've got Postfix installed as my MTA and it works fine itself as > > far as I can tell. But when I send messages to the domain of what will > > most likely be the customers receiving mail I get back: > > > > 450 4.1.8 : Sender address rejected: Domain not found > > (in reply to RCPT TO command)) > > > > user at localhost is the user that RT is running as (changed to that > > because I don't want to send my server info out to the whole list). > > I've got $CorrespondAddress and $CommentAddress both defined, and > > email addresses defined for each queue as well, including the General > > queue that all incoming mail goes to. When I look at the Outgoing mail > > in RT from the Ticket information, it has the correct From: and Reply > > To: email addresses in the header information. But the Postfix > > mail.log is saying that the From: address is my user at localhost > > address. > > I've done a test with Postfix logging in locally with telnet, setting > > the From: and To: addresses to exactly what they should be coming from > > RT and the mail goes through fine. So the fact that my test server > > isn't the actual domain that the email is coming from isn't the > > problem. This won't be the case on the live server either. Postfix > > will be on the machine solely as a means for local programs to send > > mail. > > > > It's something in the way RT is sending the mail as far as I can tell > > that's causing the problem. Anyone able to assist with this? > > > > Keith > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, we'll > take > > up to 20 percent off the price. This sale won't last long, so get in > touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: 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 jeanmichel.cazaux at eckoh.fr Wed Dec 12 13:29:55 2007 From: jeanmichel.cazaux at eckoh.fr (Jean-Michel Cazaux) Date: Wed, 12 Dec 2007 18:29:55 -0000 Subject: [rt-users] Scrip 2 ignoring CCs added by scrip 1 Message-ID: Hello RT gurus, I have been chewing and RT problem all day, and having lost the will to live on it (almost), and thought that I would rather call in "the ones who know"... I do have a scrip that set ticket CCs according to the requestors email domain. It is called "090 - xxxx" and works fine. I do have another scrip which uses the standard "On Create AutoReply" that is called "100 - On Create Autoreply...." and another one that notify CCs that is called "104 - On Create Notify CCs...". When I create a ticket via mail Ccing people, those people are added as CC to the ticket and are notified accordingly. When CCs are added by my "090 - xxxx" scrip, they are appearing as CC on the ticket (so "090 - xxx" works !), but they are not notified by "104 - On Create Notify CCs..." (though they are notified by subsequent replies). My understanding is that scrip are executed in the order of their name... So I would guess that when "104 - On Create Notify CCs..." is executed, "090 - xxxx" already added the CCs to the ticket, but the CCs added by "090" are ignored by "104". Is there a kind of "flush" to do to make sure the modified data is actually stored and available to next scrips ? Any other idea ? -- Jean-Michel Cazaux Head of Technology Eckoh UK Limited Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN T 08701 107129 F 08701 107107 M n/a W www.eckoh.com Winner, Best Use of Technology Partnership, CCA Excellence Awards 2007 Winner, Innovation of the Year Award, Transport Innovations 2007 This communication contains information, which is confidential and may also be privileged. It is for the exclusive use of the intended recipient(s) only. If you are not the intended recipient(s) please note that any form of distribution, copying or use of this communication or the information in it is strictly prohibited and may be unlawful. If you have received this communication in error please return it to the sender and then delete it. Opinions expressed in this message are those of the author, and are not binding on the company. Registered in England and Wales, No. 2796531 Registered office: Telford House, Corner Hall, Hemel Hempstead, Hertfordshire HP3 9HN A member of the Eckoh Plc group of companies. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Dec 12 13:36:05 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 12 Dec 2007 13:36:05 -0500 Subject: [rt-users] Date Parsing Strangeness Message-ID: <6.2.3.4.2.20071212133204.045dfb00@po14.mit.edu> I was wondering if anyone else had encountered quirks in date entry and how you've handled it. For example, on the ticket Dates screen, entering a starts date of '1/11/08' will result in the date being set to null. The problem seems to be in the underlying Time::ParseDate, which may be buggy. I just wondered if there were any workarounds. Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From barnesaw at ucrwcu.rwc.uc.edu Wed Dec 12 13:39:51 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 12 Dec 2007 13:39:51 -0500 Subject: [rt-users] Date Parsing Strangeness In-Reply-To: <6.2.3.4.2.20071212133204.045dfb00@po14.mit.edu> References: <6.2.3.4.2.20071212133204.045dfb00@po14.mit.edu> Message-ID: <47602AF7.5030600@ucrwcu.rwc.uc.edu> Does 01/11/08 have a different result? What about 2008-01-11? Stephen Turner wrote: > I was wondering if anyone else had encountered quirks in date entry > and how you've handled it. For example, on the ticket Dates screen, > entering a starts date of '1/11/08' will result in the date being set > to null. > > The problem seems to be in the underlying Time::ParseDate, which may > be buggy. I just wondered if there were any workarounds. > > Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sturner at MIT.EDU Wed Dec 12 13:53:39 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 12 Dec 2007 13:53:39 -0500 Subject: [rt-users] Date Parsing Strangeness In-Reply-To: <47602AF7.5030600@ucrwcu.rwc.uc.edu> References: <6.2.3.4.2.20071212133204.045dfb00@po14.mit.edu> <47602AF7.5030600@ucrwcu.rwc.uc.edu> Message-ID: <6.2.3.4.2.20071212134410.04629cf8@po14.mit.edu> At Wednesday 12/12/2007 01:39 PM, you wrote: >Does 01/11/08 have a different result? What about 2008-01-11? > A 4-digit year is handled correctly. Problems occur with a 1 or 2-digit year , or no year at all. Actually just found I found that with 1/11/08 (or 01/11/08) the date is set to 1/11/1908, which RT displays as 'not set' in the web interface. RT (and the time parsing module) by default assumes an 'ambiguous' year is in the past - 08 is interpreted to be 1908. You can change the setting to assume future dates, but that would convert '12/10' to '12/10/08' which might not be what you want. Also I found that using the 'prefer future' setting gives seriously odd results for some dates - '12/10/99' comes out as 1963-11-03 . From KFCrocker at lbl.gov Wed Dec 12 18:06:06 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 12 Dec 2007 15:06:06 -0800 Subject: [rt-users] Alter custom field (rt-3.4) In-Reply-To: <20071212150109.GD11552@knowmad.com> References: <20071211223809.GJ10452@knowmad.com> <475F27C0.1030308@lbl.gov> <20071212150109.GD11552@knowmad.com> Message-ID: <4760695E.9080500@lbl.gov> William, I didn't know you were on 3.4. My procedure is for 3.6 and basically similar to what was mentioned before. Sorry. Kenn LBNL On 12/12/2007 7:01 AM, William McKee wrote: > On Tue, Dec 11, 2007 at 04:13:52PM -0800, Kenneth Crocker wrote: >> What kind of bulk update do you want to do? If you want to update >> the value for a specific custom field in each ticket instance, I have a >> procedure that will do that and it uses normal RT functionality. > > Hi Kenn, > > Thanks for your response. I just sent a response to Todd which explains > what I'm trying to accomplish. I do want to update the value of a > specific field. Please send me your procedure. > > > Thanks, > William > From todd at chaka.net Wed Dec 12 18:51:22 2007 From: todd at chaka.net (Todd Chapman) Date: Wed, 12 Dec 2007 18:51:22 -0500 Subject: [rt-users] Alter custom field (rt-3.4) In-Reply-To: <20071211223809.GJ10452@knowmad.com> References: <20071211223809.GJ10452@knowmad.com> Message-ID: <519782dc0712121551l657ef7f9m58b4ad4ad8984db2@mail.gmail.com> You could modify the database table directly if you don't mind not having a ticket history entry for it. Table ObjectCustomFieldValues. On 12/11/07, William McKee wrote: > According to the wiki[1], there is no way to use the rt tool to make > mass updates to a custom field value. Has anyone written a script that > can handle this task? > > > Thanks, > William > > [1] http://wiki.bestpractical.com/view/UseRtTool > > -- > Knowmad Technologies - Web Site Development & Programming > W: http://www.knowmad.com | E: william at knowmad.com > P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jdg117 at stevens.arl.psu.edu Wed Dec 12 21:37:34 2007 From: jdg117 at stevens.arl.psu.edu (John D Groenveld) Date: Wed, 12 Dec 2007 21:37:34 -0500 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> Message-ID: <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> In message <200712102035.lBAKZhFX004090 at stevens.arl.psu.edu>, John D Groenveld writes: >My WAG is that Firefox and IE are doing parallel requests >and triggering an Apache::Session::Lock::File deadlock which is >somehow forcing the session to be invalidated. > >Most RT users probably use MySQL and Postgres and RT defaults >to using those databases for session management so won't stumble >across this bug. I copied my data from Oracle to Postgres. Then I disabled Apache::Session::Postgres in /opt/rt3/share/html/Elements/SetupSessionCookie As expected, I got the deadlock error and was forced to reauthenticate. Need to do more debugging to see whether there are indeed parallel requests. John groenveld at acm.org From alessandro.fustini at dnshosting.it Thu Dec 13 01:33:01 2007 From: alessandro.fustini at dnshosting.it (alex) Date: Thu, 13 Dec 2007 07:33:01 +0100 Subject: [rt-users] Cli add User problem Message-ID: <4760D21D.1070106@dnshosting.it> Hi, I'm using CLI interfare of RT to add user and I use this ccommand to create a new one : "rt create -t user set username=test9 emailaddress=test9 at junk.com password=qwerty" and it works but when I go in web interface loggin with admin and I go in Configuration - User - Choose user I do not see the user created with this command. It seems the same problem (user created not appears in the list) in Web interface when use Configuration - User - New user and create a user and not check the "Let this user access RT" and "Let this user be granted rights" in Access Control. How is possible from CLI adding this check to the user created ? Thanks a lot for all From torsten.brumm at Kuehne-Nagel.com Thu Dec 13 03:26:59 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Thu, 13 Dec 2007 09:26:59 +0100 Subject: AW: [rt-users] Cli add User problem Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039448580C@w3hamboex11.ger.win.int.kn> Hi alex, Had the same problem in the past, no reply till now, from my point of view, this is not implemented. Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Thu Dec 13 07:33:01 2007 Subject: [rt-users] Cli add User problem Hi, I'm using CLI interfare of RT to add user and I use this ccommand to create a new one : "rt create -t user set username=test9 emailaddress=test9 at junk.com password=qwerty" and it works but when I go in web interface loggin with admin and I go in Configuration - User - Choose user I do not see the user created with this command. It seems the same problem (user created not appears in the list) in Web interface when use Configuration - User - New user and create a user and not check the "Let this user access RT" and "Let this user be granted rights" in Access Control. How is possible from CLI adding this check to the user created ? Thanks a lot for all _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: 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 william at knowmad.com Thu Dec 13 08:36:51 2007 From: william at knowmad.com (William McKee) Date: Thu, 13 Dec 2007 08:36:51 -0500 Subject: [rt-users] Alter custom field (rt-3.4) In-Reply-To: <6.2.3.4.2.20071212102018.046284d0@po14.mit.edu> References: <20071211223809.GJ10452@knowmad.com> <519782dc0712120626s2a1c33ffwe50cb704ea51b485@mail.gmail.com> <20071212145926.GC11552@knowmad.com> <6.2.3.4.2.20071212102018.046284d0@po14.mit.edu> Message-ID: <20071213133651.GE15227@knowmad.com> On Wed, Dec 12, 2007 at 10:21:32AM -0500, Stephen Turner wrote: > I don't know if you're into perl scripting against the RT API, but I > found this link that shows a script that does what you want: > > http://use.perl.org/~Robrt/journal/25746 Thanks for the url Steve! I'm a decent Perl programmer but am not at all familiar with the RT API. I've been playing around with that script but don't quite have the hang of it yet. I'll keep working on it. William -- Knowmad Technologies - Web Site Development & Programming W: http://www.knowmad.com | E: william at knowmad.com P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee From william at knowmad.com Thu Dec 13 08:42:06 2007 From: william at knowmad.com (William McKee) Date: Thu, 13 Dec 2007 08:42:06 -0500 Subject: [rt-users] Alter custom field (rt-3.4) In-Reply-To: <4760695E.9080500@lbl.gov> References: <20071211223809.GJ10452@knowmad.com> <475F27C0.1030308@lbl.gov> <20071212150109.GD11552@knowmad.com> <4760695E.9080500@lbl.gov> Message-ID: <20071213134205.GF15227@knowmad.com> On Wed, Dec 12, 2007 at 03:06:06PM -0800, Kenneth Crocker wrote: > I didn't know you were on 3.4. My procedure is for 3.6 and basically > similar to what was mentioned before. Sorry. No worries, I appreciated the response and it gives me another incentive to get migrated to 3.6 ;) William -- Knowmad Technologies - Web Site Development & Programming W: http://www.knowmad.com | E: william at knowmad.com P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee From william at knowmad.com Thu Dec 13 08:43:39 2007 From: william at knowmad.com (William McKee) Date: Thu, 13 Dec 2007 08:43:39 -0500 Subject: [rt-users] Alter custom field (rt-3.4) In-Reply-To: <519782dc0712121551l657ef7f9m58b4ad4ad8984db2@mail.gmail.com> References: <20071211223809.GJ10452@knowmad.com> <519782dc0712121551l657ef7f9m58b4ad4ad8984db2@mail.gmail.com> Message-ID: <20071213134338.GG15227@knowmad.com> On Wed, Dec 12, 2007 at 06:51:22PM -0500, Todd Chapman wrote: > You could modify the database table directly if you don't mind not > having a ticket history entry for it. Table ObjectCustomFieldValues. Ahhh, that was my first thought, but then I thought better of it as I'm not familiar with the internals of RT. I'm working with a script that Stephen Turner suggested and will post back my results. I may still opt for this last ditch solution if needed so thanks for the table name. Cheers, William -- Knowmad Technologies - Web Site Development & Programming W: http://www.knowmad.com | E: william at knowmad.com P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee From jb at smarterliving.com Thu Dec 13 10:29:48 2007 From: jb at smarterliving.com (JB Segal) Date: Thu, 13 Dec 2007 10:29:48 -0500 Subject: [rt-users] CFs in Templates? Message-ID: <20071213152948.GB30137@smartertravelmedia.com> According to http://wiki.bestpractical.com/view/Template_Fields "Key Name Meaning CustomField- => custom field value" But creating a per-queue 'Correspondence' template which looks exactly like the Global 'Correspondence' template with CustomField-10: yes CustomField-18: yes prepended (or just CustomField-10 CustomField-18 ) just ends me up with a mail message with the lines Customfield-10: yes Customfield-18: yes in the headers. Neither http://wiki.bestpractical.com/view/Template nor Template_Fields discuss a more detailed mechanism for pulling this data out of a ticket and in to mail. Any help will be much appreciated. JB -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com From jb at smarterliving.com Thu Dec 13 10:37:25 2007 From: jb at smarterliving.com (JB Segal) Date: Thu, 13 Dec 2007 10:37:25 -0500 Subject: [rt-users] 3.6.5 query builder and custom fields In-Reply-To: <20071210215744.GA20612@smartertravelmedia.com> References: <20071210215744.GA20612@smartertravelmedia.com> Message-ID: <20071213153725.GC30137@smartertravelmedia.com> So, the answer for this was that something didn't go right with the upgrade. When I started from a fresh copy of the data, and testing before and after the db upgrades, it worked fine. I have no idea what failed the 1st time, but I suspect PEBCAK. JB Quoth JB Segal (jb at smarterliving.com): > I'm working on a test instance of a 3.4.5-> 3.6.5 upgrade. It's mostly > good, but the query builder of 3.4.5 will show the custom fields for a > given queue if I select 'queue=' (and a queue from the list, of course) > in the builder and hit add, while the 3.6.5 query builder isn't. > Any ideas? > > I'm hoping it's simple, as I think this is the last thing standing > between me and taking this live. > > Thanks! > JB -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com From chris.poupart at mcgill.ca Thu Dec 13 10:53:10 2007 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Thu, 13 Dec 2007 10:53:10 -0500 Subject: [rt-users] Doubts about "Merge into" functionality In-Reply-To: References: Message-ID: <47615566.9020503@mcgill.ca> I don't know if anyone responded to you or not, but the work-around for this problem is to make sure that the tickets that you want to merge are in the same queue. That will at least take care of queue, I am not sure about custom fields, as I haven't double checked that myself. It is annoying, because we have had situations where owners of a ticket that is composed of merged tickets can not see all of the details because parts of the merged ticket remained in a queue that they didn't have access to. -- Chris Gianluca Cecchi wrote: > > Situation: > > User1 sends an e-mail that creates ticket #1 with subject "I have > problem 1" into the queue General > > I am a master of ticket mgmt, so that in a few seconds I take in > charge the ticket, open it, assign to it the queue "hw" and CF "company1" > > After a few minutes User2 sends an e-mail that creates ticket #2 with > subject "I have problem 1 too" into the queue General > > I would like to have only one reference for this problem as the two > tickets are actually for the same problem 1. > > I think I have to use the "Mege into" functionality and these are the > steps I take: > > 1) from "10 newest unowned tickets" section I click on the subject > link for ticket #2 > 2) select jumbo > 3) I go down to "New links" and insert 1 into the section "merge into:" > > But the effect is that > > A) ticket #2 disappears as it merges into #1 (OK) > B) the values of queue and CF for the ticket #1 changes in what were > the #2 ones (KO) > > Is it a bug or me incorrectly using the functionality? > > How would be the correct way to manage this situation? > At _http://wiki.bestpractical.com/view/ManualIntroduction_ i can find > explanation only for the other kinds of ticket-links... > > Thanks, > > Gianluca > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From pdragon at pdragon.net Thu Dec 13 11:46:18 2007 From: pdragon at pdragon.net (Keith) Date: Thu, 13 Dec 2007 11:46:18 -0500 Subject: [rt-users] Some users not getting confirmation email Message-ID: <2329fcf80712130846i7bd5dd7bv8474d879042542d5@mail.gmail.com> I'm completely baffled by this. I've been testing RT to see if i can get it working. I've had several friends helping me by sending messages in to the email address I have set up for RT and only some of them are getting replies. I send tickets in from my own gmail account and never get any confirmation email back no matter how many times I try (no it's not in spam either). My friend sends from his gmail account and always gets responses. Also working fine for his yahoo account and 1and1 account.. But my other friend can't get any responses to his Comcast account. I'm using fetchmail to get the incoming messages and Postfix as a smarthost sending mail out through my mail provider. I don't have any problems receiving mail from this host otherwise. Postfix's log shows ALL messages as being successfully sent. I was reading through this months archive and found someone mention that RT marks its outgoing mail as "Bulk" in the header since it's machine generated. Could this have anything to do with it? How can I turn that off if it is? Anyone else have any similar issues and found resolutions? Keith -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Thu Dec 13 11:47:32 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 13 Dec 2007 08:47:32 -0800 Subject: [rt-users] CFs in Templates? In-Reply-To: <20071213152948.GB30137@smartertravelmedia.com> References: <20071213152948.GB30137@smartertravelmedia.com> Message-ID: <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> I'm not sure what your end goal is, but I use the following subroutine in my templates when I need to get CFs. It's mostly from various wiki examples. ### Returns custom field value ### get_custom($field_name) sub get_custom { my $target_name = $_[0]; my $val = $Ticket->FirstCustomFieldValue($target_name); return $val if defined $val; return undef; } If your CF is named "blahblah" then you get the value with $cfval = get_custom('blahblah'); Returns undef if it's not allowed to get the CF or it doesn't exist. Regards, Gene At 07:29 AM 12/13/2007, JB Segal wrote: >According to http://wiki.bestpractical.com/view/Template_Fields >"Key Name Meaning > CustomField- => custom field value" > >But creating a per-queue 'Correspondence' template which looks exactly >like the Global 'Correspondence' template with >CustomField-10: yes >CustomField-18: yes >prepended (or just >CustomField-10 >CustomField-18 >) > >just ends me up with a mail message with the lines >Customfield-10: yes >Customfield-18: yes > >in the headers. > >Neither >http://wiki.bestpractical.com/view/Template >nor Template_Fields discuss a more detailed mechanism for pulling this >data out of a ticket and in to mail. > >Any help will be much appreciated. >JB >-- >JB Segal 617-886-5575 www.smartertravel.com >Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com >Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >If you sign up for a new RT support contract before December 31, we'll take >up to 20 percent off the price. This sale won't last long, so get in touch >today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > >Community help: http://wiki.bestpractical.com >Commercial support: 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 jb at smarterliving.com Thu Dec 13 12:07:04 2007 From: jb at smarterliving.com (JB Segal) Date: Thu, 13 Dec 2007 12:07:04 -0500 Subject: [rt-users] CFs in Templates? In-Reply-To: <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> Message-ID: <20071213170704.GE30137@smartertravelmedia.com> Quoth Gene LeDuc (gleduc at mail.sdsu.edu): > I'm not sure what your end goal is, but I use the following subroutine in my templates when I need to My goal is to give people things to sort on in their mailer, such that they can better manage the flood of incoming mail. > get CFs. It's mostly from various wiki examples. > > ### Returns custom field value > ### get_custom($field_name) > sub get_custom { > my $target_name = $_[0]; > my $val = $Ticket->FirstCustomFieldValue($target_name); > return $val if defined $val; > return undef; > } > > If your CF is named "blahblah" then you get the value with > $cfval = get_custom('blahblah'); > > Returns undef if it's not allowed to get the CF or it doesn't exist. > > Regards, > Gene So how does this mesh with the below-quoted Template Field 'CustomField-'? It _looks_ like that's just supposed to Do The Right Thing, but it obviously doesn't. Oh! Or is this a poor naming thing, and really the template field should be named something more like CustomHeader or some such? JB > At 07:29 AM 12/13/2007, JB Segal wrote: > >According to http://wiki.bestpractical.com/view/Template_Fields > >"Key Name Meaning > > CustomField- => custom field value" > > > >But creating a per-queue 'Correspondence' template which looks exactly > >like the Global 'Correspondence' template with > >CustomField-10: yes > >CustomField-18: yes > >prepended (or just > >CustomField-10 > >CustomField-18 > >) > > > >just ends me up with a mail message with the lines > >Customfield-10: yes > >Customfield-18: yes > > > >in the headers. > > > >Neither > >http://wiki.bestpractical.com/view/Template > >nor Template_Fields discuss a more detailed mechanism for pulling this > >data out of a ticket and in to mail. > > > >Any help will be much appreciated. > >JB > >-- > >JB Segal 617-886-5575 www.smartertravel.com > >Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com > >Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > >If you sign up for a new RT support contract before December 31, we'll take > >up to 20 percent off the price. This sale won't last long, so get in touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > >Community help: http://wiki.bestpractical.com > >Commercial support: 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 -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com From sturner at MIT.EDU Thu Dec 13 12:34:11 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 13 Dec 2007 12:34:11 -0500 Subject: [rt-users] CFs in Templates? In-Reply-To: <20071213170704.GE30137@smartertravelmedia.com> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> Message-ID: <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> At Thursday 12/13/2007 12:07 PM, JB Segal wrote: >So how does this mesh with the below-quoted Template Field >'CustomField-'? It _looks_ like that's just supposed to Do The >Right Thing, but it obviously doesn't. > >Oh! Or is this a poor naming thing, and really the template field >should be named something more like CustomHeader or some such? > >JB I think there's some confusion with the term "template". The word is used for two completely different areas of RT functionality: 1. To describe predefined outgoing email message specifications (as in Config -> Global -> Templates) 2. To define data-upload format (Tools->Offline) The code Gene posted relates to 1 whereas the CustomField- specifier relates to 2. Steve From gleduc at mail.sdsu.edu Thu Dec 13 12:44:18 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 13 Dec 2007 09:44:18 -0800 Subject: [rt-users] CFs in Templates? In-Reply-To: <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> Message-ID: <6.2.1.2.2.20071213094249.027ba150@mail.sdsu.edu> Thanks for clearing that up, Steve. I wasn't aware of #2. Gene At 09:34 AM 12/13/2007, Stephen Turner wrote: >At Thursday 12/13/2007 12:07 PM, JB Segal wrote: > >>So how does this mesh with the below-quoted Template Field >>'CustomField-'? It _looks_ like that's just supposed to Do The >>Right Thing, but it obviously doesn't. >> >>Oh! Or is this a poor naming thing, and really the template field >>should be named something more like CustomHeader or some such? >> >>JB > >I think there's some confusion with the term "template". The word is used >for two completely different areas of RT functionality: > >1. To describe predefined outgoing email message specifications (as in >Config -> Global -> Templates) >2. To define data-upload format (Tools->Offline) > >The code Gene posted relates to 1 whereas the CustomField- specifier >relates to 2. > >Steve -- Gene LeDuc, GSEC Security Analyst San Diego State University From jb at smarterliving.com Thu Dec 13 13:15:04 2007 From: jb at smarterliving.com (JB Segal) Date: Thu, 13 Dec 2007 13:15:04 -0500 Subject: [rt-users] CFs in Templates? In-Reply-To: <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> Message-ID: <20071213181504.GG30137@smartertravelmedia.com> Quoth Stephen Turner (sturner at MIT.EDU): > > At Thursday 12/13/2007 12:07 PM, JB Segal wrote: > > >So how does this mesh with the below-quoted Template Field > >'CustomField-'? It _looks_ like that's just supposed to Do The > >Right Thing, but it obviously doesn't. > > > >Oh! Or is this a poor naming thing, and really the template field > >should be named something more like CustomHeader or some such? > > > >JB > > I think there's some confusion with the term "template". The word is used for two completely different > areas of RT functionality: > > 1. To describe predefined outgoing email message specifications (as in Config -> Global -> Templates) > 2. To define data-upload format (Tools->Offline) > > The code Gene posted relates to 1 whereas the CustomField- specifier relates to 2. I don't think that your last sentence here is right... The 2nd wiki page I mentioned, http://wiki.bestpractical.com/view/Template says in part: What fields can at Template have? A template can have a large number of fields. Look at the article Template_Fields for more information. What if I want to override a Global Template for one of my queues? Templates are attached to Scrips by name - meaning that if you define a Queue Template with the same name as a Global Template, when a Scrip is triggered it will use the Queue Template instead. One example would be to create a Queue Template called 'Correspondence'. The various global Scrips that use the Correspondence template will use our new template, not the global template of the same name. = = = and the 3rd line of my quote links to my 1st linked page, http://wiki.bestpractical.com/view/Template_Fields Now, it's not impossible that the content of Template_Fields is incorrect, as this IS a wiki and all that, but either the page needs some SERIOUS correcting, or someoneone thinks that this is supposed to be part of an email-generating system. Either's fine by me, but I'd really love to know which. :) JB > Steve -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com From sturner at MIT.EDU Thu Dec 13 13:35:46 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 13 Dec 2007 13:35:46 -0500 Subject: [rt-users] CFs in Templates? In-Reply-To: <20071213181504.GG30137@smartertravelmedia.com> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> <20071213181504.GG30137@smartertravelmedia.com> Message-ID: <6.2.3.4.2.20071213133422.0462c008@po14.mit.edu> At Thursday 12/13/2007 01:15 PM, JB Segal wrote: >I don't think that your last sentence here is right... >The 2nd wiki page I mentioned, >http://wiki.bestpractical.com/view/Template >says in part: >What fields can at Template have? > >A template can have a large number of fields. Look at the article >Template_Fields for more information. The wiki page is wrong - the Template_Fields page refers to the file upload template. Steve From KFCrocker at lbl.gov Thu Dec 13 15:22:59 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 13 Dec 2007 12:22:59 -0800 Subject: [rt-users] CFs in Templates? In-Reply-To: <20071213181504.GG30137@smartertravelmedia.com> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> <20071213181504.GG30137@smartertravelmedia.com> Message-ID: <476194A3.5030800@lbl.gov> JB, Here is a copy of a "Template" I use. In this template, I am grabbing a Custom Field (named 'Description') and printing it in the body of an email: Subject: Request Titled: "{$Ticket->Subject}" has been Rejected! ----------------------------------------------------------------------------- TICKET INFORMATION: Ticket Queue : {$Ticket->QueueObj->Name} Ticket Number : #{$Ticket->id} Ticket Subject: {$Ticket->Subject} Ticket Description: { return $Ticket->FirstCustomFieldValue('Description'); } Ticket Priority is: {$Ticket->Priority} Ticket Created by: {$Ticket->CreatorObj->Name} Ticket Created on: {substr($Ticket->Created, 0, 10)} ----------------------------------------------------------------------------- This "Template" could also serve as an example of how to just pull different "Ticket" information and put it into an email. Take particular notice of the blank line between the subject (a header) line and the body of the template (I like to put in a dashed line, for effect). RT has default header info and by using the name of the header line (i.e. "Subject:") I am essentially overriding that default. However, RT needs for me to put a blank line between any header line overrides and the body so it can tell the difference. Otherwise, it won't work. Hope this helps. Kenn LBNL On 12/13/2007 10:15 AM, JB Segal wrote: > Quoth Stephen Turner (sturner at MIT.EDU): >> At Thursday 12/13/2007 12:07 PM, JB Segal wrote: >> >>> So how does this mesh with the below-quoted Template Field >>> 'CustomField-'? It _looks_ like that's just supposed to Do The >>> Right Thing, but it obviously doesn't. >>> >>> Oh! Or is this a poor naming thing, and really the template field >>> should be named something more like CustomHeader or some such? >>> >>> JB >> I think there's some confusion with the term "template". The word is used for two completely different >> areas of RT functionality: >> >> 1. To describe predefined outgoing email message specifications (as in Config -> Global -> Templates) >> 2. To define data-upload format (Tools->Offline) >> >> The code Gene posted relates to 1 whereas the CustomField- specifier relates to 2. > > I don't think that your last sentence here is right... > The 2nd wiki page I mentioned, > http://wiki.bestpractical.com/view/Template > says in part: > What fields can at Template have? > > A template can have a large number of fields. Look at the article > Template_Fields for more information. > > What if I want to override a Global Template for one of my queues? > > Templates are attached to Scrips by name - meaning that if you define a > Queue Template with the same name as a Global Template, when a Scrip is > triggered it will use the Queue Template instead. > > One example would be to create a Queue Template called 'Correspondence'. > The various global Scrips that use the Correspondence template will use > our new template, not the global template of the same name. > = = = > and the 3rd line of my quote links to my 1st linked page, > http://wiki.bestpractical.com/view/Template_Fields > > Now, it's not impossible that the content of Template_Fields is > incorrect, as this IS a wiki and all that, but either the page needs > some SERIOUS correcting, or someoneone thinks that this is supposed to > be part of an email-generating system. > > Either's fine by me, but I'd really love to know which. :) > > JB > > >> Steve > -- > JB Segal 617-886-5575 www.smartertravel.com > Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com > Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From stretchoutandwait at gmail.com Thu Dec 13 16:24:35 2007 From: stretchoutandwait at gmail.com (Chris) Date: Thu, 13 Dec 2007 16:24:35 -0500 Subject: [rt-users] modifying $HomepageComponents in RT_SiteConfig.pm Message-ID: <6fafefb40712131324l2cfec034yc1aa2c1a896a84cb@mail.gmail.com> Hello all, Thanks to chaka on the irc channel, I managed to make MyRequests an available item for RT at a Glance. Unfortunately, when I add that, on my RT at a Glance page, I see "Predefined search My Requests not found." I do not have anything in my local directory (/usr/local/lib/rt3/html/) and I have not modified /etc/initialdata (which I saw mentioned in the mailing list archives at gossamer-threads). I've also given my user practically all rights, so I don't think that's an issue either. Here's my line from RT_SiteConfig.pm: Set( $HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders MyRequests RefreshHomepage)]); Seems alright, doesn't it? The file passes a 'perl -c' check. If anyone could point me in the right direction (I've got the RT Essentials book, too), I'd really appreciate it. Thanks! From KFCrocker at lbl.gov Thu Dec 13 16:51:05 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 13 Dec 2007 13:51:05 -0800 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> Message-ID: <4761A949.8000803@lbl.gov> To All, I would like to hear from ANYONE who has RT 3.6.4 on ORACLE 9+ and have managed to get session control to work properly with FireFox or IE using either the DB sessions table OR SPECIFICALLY straight to data file. We are going straight to data file, have made sure our URL's are correct, use LDAP and still no joy. I can't believe that this problem could be ongoing in a production ORACLE environment. This problem is keeping me from putting 3.6.4 into production. Please Help! Kenn LBNL On 12/12/2007 6:37 PM, John D Groenveld wrote: > In message <200712102035.lBAKZhFX004090 at stevens.arl.psu.edu>, John D Groenveld > writes: >> My WAG is that Firefox and IE are doing parallel requests >> and triggering an Apache::Session::Lock::File deadlock which is >> somehow forcing the session to be invalidated. >> >> Most RT users probably use MySQL and Postgres and RT defaults >> to using those databases for session management so won't stumble >> across this bug. > > I copied my data from Oracle to Postgres. > > Then I disabled Apache::Session::Postgres in > /opt/rt3/share/html/Elements/SetupSessionCookie > > As expected, I got the deadlock error and was forced to reauthenticate. > > Need to do more debugging to see whether there are indeed > parallel requests. > > John > groenveld at acm.org > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From valenta at trustica.cz Thu Dec 13 17:25:23 2007 From: valenta at trustica.cz (Tomas Valenta) Date: Thu, 13 Dec 2007 23:25:23 +0100 Subject: [rt-users] Homepage "tickets I own" link problem - with solution Message-ID: Hello there, I installed two new RT 3.6 systems from Debian package and with both I experienced a problem with homepage. To my surprise not the same problem. According to README i install RT, update config, configure apache, mailgate etc. and I end up with nice and shiny RT on the root of my web server, but ... Unowned tickets are OK, it means clicking the ID or subject takes me to ticket details. Whereas my tickets have a correct link on ID (e.g. http:/mysite.net/Ticket/Display.html?id=1, but the subject leads to: http://mysite.net/rt/Ticket/Display.html?id=1 on one server and to http://ticket/Display.html?id=1 (exactly) Oh my!! I know exactly what I did and it comes to me just now during writing :-) So the answer for anyone with same troubles as me - edit WebPath and WebBaseURL in RT_SiteConfing.pm BEFORE creating the database (with rt-setup-database-3.6) :-) Learn from my mistake. If you've already done this, delete items "Search - My Tickets? and ?Search - Unowned Tickets? id 'attributes' table in RT DB and run this little script: ==== for y in schema acl insert; do /usr/sbin/rt-setup-database-3.6 --action $y --datadir /etc/request-tracker3.6/upgrade/3.5.1/ --dba rtuser --dba-password wibble; done; ==== Well, writing to mailing list could realy solve your problems :-) Thanks for everyone's attention. Have a nice day -- Tom?? Valenta From jdg117 at stevens.arl.psu.edu Thu Dec 13 17:37:41 2007 From: jdg117 at stevens.arl.psu.edu (John D Groenveld) Date: Thu, 13 Dec 2007 17:37:41 -0500 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <4761A949.8000803@lbl.gov> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> Message-ID: <200712132237.lBDMbfFI009304@stevens.arl.psu.edu> In message <4761A949.8000803 at lbl.gov>, Kenneth Crocker writes: > I would like to hear from ANYONE who has RT 3.6.4 on ORACLE 9+ and have > >managed to get session control to work properly with FireFox or IE using >either the DB sessions table OR SPECIFICALLY straight to data file. We Apache timed out for me when I tried to enable Apache::Session::Oracle in /opt/rt3/share/html/Elements/SetupSessionCookie. John groenveld at acm.org From jb at smarterliving.com Thu Dec 13 17:43:05 2007 From: jb at smarterliving.com (JB Segal) Date: Thu, 13 Dec 2007 17:43:05 -0500 Subject: [rt-users] CFs in Templates? In-Reply-To: <476194A3.5030800@lbl.gov> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> <20071213181504.GG30137@smartertravelmedia.com> <476194A3.5030800@lbl.gov> Message-ID: <20071213224305.GC32266@smartertravelmedia.com> Kenn, This is fabulous! Thank you so much. Would you mind me sticking this in to the wiki to fix the broken information that's in there? Everyone: Is there a matrix (simpler than grovelling through all the perldoc that's out there) of all the objects you can pull out of a ticket/stick in to a template/scrip/etc? Have I just not found it in the wiki yet? JB Quoth Kenneth Crocker (KFCrocker at lbl.gov): > JB, > > Here is a copy of a "Template" I use. In this template, I am grabbing a Custom Field (named > 'Description') and printing it in the body of an email: > > Subject: Request Titled: "{$Ticket->Subject}" has been Rejected! > > ------------------------------------------------------------------ > TICKET INFORMATION: > Ticket Queue : {$Ticket->QueueObj->Name} > Ticket Number : #{$Ticket->id} > Ticket Subject: {$Ticket->Subject} > Ticket Description: > { > return $Ticket->FirstCustomFieldValue('Description'); > } > Ticket Priority is: {$Ticket->Priority} > Ticket Created by: {$Ticket->CreatorObj->Name} > Ticket Created on: {substr($Ticket->Created, 0, 10)} > ----------------------------------------------------------------- > > This "Template" could also serve as an example of how to just > pull different "Ticket" information and put it into an email. Take > particular notice of the blank line between the subject (a header) > line and the body of the template (I like to put in a dashed line, for > effect). RT has default header info and by using the name of the header > line (i.e. "Subject:") I am essentially overriding that default. However, > RT needs for me to put a blank line between any header line overrides and > the body so it can tell the difference. Otherwise, it won't work. Hope > this helps. > > > Kenn > LBNL From KFCrocker at lbl.gov Thu Dec 13 18:17:59 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 13 Dec 2007 15:17:59 -0800 Subject: [rt-users] CFs in Templates? In-Reply-To: <20071213224305.GC32266@smartertravelmedia.com> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> <20071213181504.GG30137@smartertravelmedia.com> <476194A3.5030800@lbl.gov> <20071213224305.GC32266@smartertravelmedia.com> Message-ID: <4761BDA7.1030307@lbl.gov> JB, Actually, all I did in that Template is use information that is already in one example or another on the wiki. Gene LeDuc was a HUGE help in understanding how some of this works in scrips and templates. I can only assume a lot of his understanding came from stuff already in the wiki as well. My biggest learning curve was in understanding how to find stuff in the wiki and learning the many variations of PERL code that can accomplish the same thing. I'm not sure that the info on THIS type of template in the wiki IS broken. Anyway, I'm glad I was of help. Kenn LBNL On 12/13/2007 2:43 PM, JB Segal wrote: > Kenn, > This is fabulous! Thank you so much. > Would you mind me sticking this in to the wiki to fix the broken > information that's in there? > > Everyone: Is there a matrix (simpler than grovelling through all the > perldoc that's out there) of all the objects you can pull out of a > ticket/stick in to a template/scrip/etc? Have I just not found it in the > wiki yet? > > JB > > Quoth Kenneth Crocker (KFCrocker at lbl.gov): >> JB, >> >> Here is a copy of a "Template" I use. In this template, I am grabbing a Custom Field (named >> 'Description') and printing it in the body of an email: >> >> Subject: Request Titled: "{$Ticket->Subject}" has been Rejected! >> >> ------------------------------------------------------------------ >> TICKET INFORMATION: >> Ticket Queue : {$Ticket->QueueObj->Name} >> Ticket Number : #{$Ticket->id} >> Ticket Subject: {$Ticket->Subject} >> Ticket Description: >> { >> return $Ticket->FirstCustomFieldValue('Description'); >> } >> Ticket Priority is: {$Ticket->Priority} >> Ticket Created by: {$Ticket->CreatorObj->Name} >> Ticket Created on: {substr($Ticket->Created, 0, 10)} >> ----------------------------------------------------------------- >> >> This "Template" could also serve as an example of how to just >> pull different "Ticket" information and put it into an email. Take >> particular notice of the blank line between the subject (a header) >> line and the body of the template (I like to put in a dashed line, for >> effect). RT has default header info and by using the name of the header >> line (i.e. "Subject:") I am essentially overriding that default. However, >> RT needs for me to put a blank line between any header line overrides and >> the body so it can tell the difference. Otherwise, it won't work. Hope >> this helps. >> >> >> Kenn >> LBNL > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Dec 13 18:29:29 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 13 Dec 2007 15:29:29 -0800 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <200712132237.lBDMbfFI009304@stevens.arl.psu.edu> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> <200712132237.lBDMbfFI009304@stevens.arl.psu.edu> Message-ID: <4761C059.2000904@lbl.gov> John, So, what did you do? I assume you went to filesystems-session. Do you still have a dbl-login problem? Were you able to get around it? I've been ready to install 3.6.4 for quite awhile, but I am loathe to put anything into production that has an inherent bug as bothersome as this one. Kenn LBNL On 12/13/2007 2:37 PM, John D Groenveld wrote: > In message <4761A949.8000803 at lbl.gov>, Kenneth Crocker writes: >> I would like to hear from ANYONE who has RT 3.6.4 on ORACLE 9+ and have >> >> managed to get session control to work properly with FireFox or IE using >> either the DB sessions table OR SPECIFICALLY straight to data file. We > > Apache timed out for me when I tried to enable Apache::Session::Oracle > in /opt/rt3/share/html/Elements/SetupSessionCookie. > > John > groenveld at acm.org > From mike.gracy at mypointscorp.com Thu Dec 13 18:01:55 2007 From: mike.gracy at mypointscorp.com (Mike Gracy) Date: Thu, 13 Dec 2007 15:01:55 -0800 Subject: [rt-users] Having problems with a default install of 3.6.5 Message-ID: <4761B9E3.3050709@mypointscorp.com> I configured and installed it, I can login with the default root account. I click on Configuration and get sent back to the Home - RT at a glance page. I'm unable to get to the config page. I've been scouring the httpd error and system messages log and not finding anything that helps. I tried turning on the log file in SiteConfig, but that errored out, stating that it couldn't open/create rt.log. I should think the default permissions to /opt/rt3/var/log would have allowed for this automatically. I'm at a bit of a loss here. I'm needing to solve this because I need to migrate a 3.0.12 database from another machine to this one. I've already done the db import and upgrades without error, but it does me no good if I can't get in the Configuration page. Help? -- Mike Gracy www.MyPoints.com Unix/Network Sysadmin 525 Market St. 34th Floor San Francisco, Ca 94105 Desk-415.829.6174 Fax-415-829-6174 From cshort at n6.com.au Thu Dec 13 20:40:00 2007 From: cshort at n6.com.au (Christopher Short) Date: Thu, 13 Dec 2007 17:40:00 -0800 Subject: [rt-users] CFs in Templates? In-Reply-To: <20071213224305.GC32266@smartertravelmedia.com> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> <20071213181504.GG30137@smartertravelmedia.com> <476194A3.5030800@lbl.gov> <20071213224305.GC32266@smartertravelmedia.com> Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300798A1470E@EXVMBX015-3.exch015.msoutlookonline.net> No the wiki doesn't have such a matrix of the RT Objects, or at least I never found one. There's bits and pieces. Hopefully such a matrix would have a list of the Transaction->Type values. That's what I'm looking for at the moment. Christopher -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of JB Segal Sent: Friday, 14 December 2007 9:43 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] CFs in Templates? Kenn, This is fabulous! Thank you so much. Would you mind me sticking this in to the wiki to fix the broken information that's in there? Everyone: Is there a matrix (simpler than grovelling through all the perldoc that's out there) of all the objects you can pull out of a ticket/stick in to a template/scrip/etc? Have I just not found it in the wiki yet? JB Quoth Kenneth Crocker (KFCrocker at lbl.gov): > JB, > > Here is a copy of a "Template" I use. In this template, I am grabbing a Custom Field (named > 'Description') and printing it in the body of an email: > > Subject: Request Titled: "{$Ticket->Subject}" has been Rejected! > > ------------------------------------------------------------------ > TICKET INFORMATION: > Ticket Queue : {$Ticket->QueueObj->Name} > Ticket Number : #{$Ticket->id} > Ticket Subject: {$Ticket->Subject} > Ticket Description: > { > return $Ticket->FirstCustomFieldValue('Description'); > } > Ticket Priority is: {$Ticket->Priority} > Ticket Created by: {$Ticket->CreatorObj->Name} > Ticket Created on: {substr($Ticket->Created, 0, 10)} > ----------------------------------------------------------------- > > This "Template" could also serve as an example of how to just > pull different "Ticket" information and put it into an email. Take > particular notice of the blank line between the subject (a header) > line and the body of the template (I like to put in a dashed line, for > effect). RT has default header info and by using the name of the header > line (i.e. "Subject:") I am essentially overriding that default. However, > RT needs for me to put a blank line between any header line overrides and > the body so it can tell the difference. Otherwise, it won't work. Hope > this helps. > > > Kenn > LBNL _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From migrivera at centennialpr.com Thu Dec 13 22:56:07 2007 From: migrivera at centennialpr.com (Miguel A. Rivera Rivera) Date: Thu, 13 Dec 2007 23:56:07 -0400 Subject: [rt-users] Set TimeWorked automatically Message-ID: Hi, Searching on past threads, I couldn't find how to set the "TimeWorked" automatically when a ticket was resolved, taking into account the "Started" and the "Resolved" dates. This prompted me to developed the following Scrip, which uses Date::Calc to find the date difference and update the TimeWorked field. Does RT already provide such an option? Thanks, Miguel Condition: On Resolve Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom action preparation code: 1; Custom action cleanup code: --------------- use Date::Calc qw(Delta_DHMS); my $time_elapsed = "0"; my $date_started_string = $self->TicketObj->Started; my $date_resolved_string = $self->TicketObj->Resolved; my (@date_started, at date_resolved); if ($date_started_string =~ /(\d+)\-(\d+)\-(\d+)\s(\d+)\:(\d+)\:(\d+)/) { @date_started = ($1, $2, $3, $4, $5, $6); } if ($date_resolved_string =~ /(\d+)\-(\d+)\-(\d+)\s(\d+)\:(\d+)\:(\d+)/) { @date_resolved = ($1, $2, $3, $4, $5, $6); } my @diff = Delta_DHMS(@date_started, @date_resolved); my $day_to_minutes = $diff[0] * 1440; my $hour_to_minutes = $diff[1] * 60; my $time_elapsed_sum = $day_to_minutes + $hour_to_minutes + $diff[2]; if($time_elapsed_sum > 0){ $time_elapsed = qq($time_elapsed_sum\.$diff[3]); } $RT::Logger->debug("Setting TimeWorked to: $time_elapsed"); $self->TicketObj->SetTimeWorked( $time_elapsed ); --------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From gcecchi at peviani.it Fri Dec 14 02:54:05 2007 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Fri, 14 Dec 2007 08:54:05 +0100 Subject: R: [rt-users] Having problems with a default install of 3.6.5 Message-ID: In my fc6 install of 3.6.5 the log directory is /var/log/rt3/ The httpd process runs as apache user and the permissions of the log directory are [root at rt ~]# ll -d /var/log/rt3/ drwxrwxr-x 2 root apache 4096 Oct 5 12:49 /var/log/rt3/ Check with yours and report eventually HIH, Gianluca > -----Messaggio originale----- > Da: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Per conto > di Mike Gracy > Inviato: venerd? 14 dicembre 2007 0.02 > A: RT-Users at lists.bestpractical.com > Oggetto: [rt-users] Having problems with a default install of 3.6.5 > > I configured and installed it, I can login with the default > root account. > I click on Configuration and get sent back to the Home - RT > at a glance page. > I'm unable to get to the config page. I've been scouring the > httpd error and system messages log and not finding anything > that helps. > I tried turning on the log file in SiteConfig, but that > errored out, stating that it couldn't open/create rt.log. I > should think the default permissions to /opt/rt3/var/log > would have allowed for this > automatically. I'm at a bit of a loss here. > I'm needing to solve this because I need to migrate a 3.0.12 > database from another machine to this one. I've already done > the db import and upgrades without error, but it does me no > good if I can't get in the Configuration page. > Help? > > -- > Mike Gracy > www.MyPoints.com > Unix/Network Sysadmin > > 525 Market St. > 34th Floor > San Francisco, Ca 94105 > > Desk-415.829.6174 > Fax-415-829-6174 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December > 31, we'll take up to 20 percent off the price. This sale > won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From gcecchi at peviani.it Fri Dec 14 02:59:52 2007 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Fri, 14 Dec 2007 08:59:52 +0100 Subject: R: [rt-users] Doubts about "Merge into" functionality Message-ID: No, I didn't get any answers. I presume it is a bug. Thanks for having come out again. Perhaps someone ot the more mature users has already set up a fix? Or are they managing the same issue of reducing redundancy in other more efficient ways? Gianluca > -----Messaggio originale----- > Da: Chris Poupart [mailto:chris.poupart at mcgill.ca] > Inviato: gioved? 13 dicembre 2007 16.53 > A: Gianluca Cecchi > Cc: rt-users at lists.bestpractical.com > Oggetto: Re: [rt-users] Doubts about "Merge into" functionality > > I don't know if anyone responded to you or not, but the > work-around for this problem is to make sure that the tickets > that you want to merge are in the same queue. That will at > least take care of queue, I am not sure about custom fields, > as I haven't double checked that myself. > > It is annoying, because we have had situations where owners > of a ticket that is composed of merged tickets can not see > all of the details because parts of the merged ticket > remained in a queue that they didn't have access to. > > -- Chris > > Gianluca Cecchi wrote: > > > > Situation: > > > > User1 sends an e-mail that creates ticket #1 with subject "I have > > problem 1" into the queue General > > > > I am a master of ticket mgmt, so that in a few seconds I take in > > charge the ticket, open it, assign to it the queue "hw" and > CF "company1" > > > > After a few minutes User2 sends an e-mail that creates > ticket #2 with > > subject "I have problem 1 too" into the queue General > > > > I would like to have only one reference for this problem as the two > > tickets are actually for the same problem 1. > > > > I think I have to use the "Mege into" functionality and > these are the > > steps I take: > > > > 1) from "10 newest unowned tickets" section I click on the subject > > link for ticket #2 > > 2) select jumbo > > 3) I go down to "New links" and insert 1 into the section > "merge into:" > > > > But the effect is that > > > > A) ticket #2 disappears as it merges into #1 (OK) > > B) the values of queue and CF for the ticket #1 changes in > what were > > the #2 ones (KO) > > > > Is it a bug or me incorrectly using the functionality? > > > > How would be the correct way to manage this situation? > > At _http://wiki.bestpractical.com/view/ManualIntroduction_ > i can find > > explanation only for the other kinds of ticket-links... > > > > Thanks, > > > > Gianluca > > > > > > > > > ---------------------------------------------------------------------- > > -- > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > From JoopvandeWege at mococo.nl Fri Dec 14 03:07:19 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Fri, 14 Dec 2007 09:07:19 +0100 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <4761A949.8000803@lbl.gov> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> Message-ID: <476239B7.7080705@mococo.nl> Kenneth Crocker wrote: > To All, > > > I would like to hear from ANYONE who has RT 3.6.4 on ORACLE 9+ and > have managed to get session control to work properly with FireFox or > IE using either the DB sessions table OR SPECIFICALLY straight to data > file. We are going straight to data file, have made sure our URL's are > correct, use LDAP and still no joy. I can't believe that this problem > could be ongoing in a production ORACLE environment. This problem is > keeping me from putting 3.6.4 into production. Please Help! I have, sometimes, the same problem. We are using RT 3.6.5 and Oracle XE (10g) with session files on disk and FireFox 2.0.11. To add to the confusing I also plan on using Prism, formerly known as WebRunner, which uses also the gecko engine and there I don't seem to have the problem. Keep in mind thats used so little that it hasn't shown itself. I tried session data in the db but got stuck with locks. I use an extension with Firefox called FasterFox and that might be responsible for the session data not catching on because of multiple downloads from the server. Did you check the Changelog? because I think there is (are) some fix(es) in 3.6.5 for this, but I'm not sure could be that they are already in 3.6.4 (Ruslan, Vincent??). Joop From barnesaw at ucrwcu.rwc.uc.edu Fri Dec 14 08:38:55 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 14 Dec 2007 08:38:55 -0500 Subject: [rt-users] Having problems with a default install of 3.6.5 In-Reply-To: <4761B9E3.3050709@mypointscorp.com> References: <4761B9E3.3050709@mypointscorp.com> Message-ID: <4762876F.8070004@ucrwcu.rwc.uc.edu> Not sure about your other issues, but if you touch rt.log in /opt/rt3/var/log, the error with logging will go away. Mike Gracy wrote: > I configured and installed it, I can login with the default root account. > I click on Configuration and get sent back to the Home - RT at a > glance page. > I'm unable to get to the config page. I've been scouring the httpd > error and system messages log and not finding anything that helps. > I tried turning on the log file in SiteConfig, but that errored out, > stating that it couldn't open/create rt.log. I should think the > default permissions to /opt/rt3/var/log would have allowed for this > automatically. I'm at a bit of a loss here. > I'm needing to solve this because I need to migrate a 3.0.12 database > from another machine to this one. I've already done the db import and > upgrades without error, but it does me no good if I can't get in the > Configuration page. > Help? > From o.nash at cs.ucc.ie Fri Dec 14 09:24:53 2007 From: o.nash at cs.ucc.ie (o.nash at cs.ucc.ie) Date: Fri, 14 Dec 2007 14:24:53 +0000 (GMT) Subject: [rt-users] Problem installing rt36 port on FreeBSD In-Reply-To: <4759199B020000C90000F68B@email.calhouncountymi.gov> References: <4759199B020000C90000F68B@email.calhouncountymi.gov> Message-ID: Hi Kris, I just completed my second install of rt-3.6.3 on ubuntu 7.1 my previous install was on open suse 10.1 While it is not an easy thing to install it can be done with care. I initially used the book RT Essentials By Jesse Vincent ... O'Reilly to act as a guide. The method used it this book works. [I am not sure about BSD unix though] I used Apache2 2.0.61 mod_perl 2.0.3 perl 5.8.8 If you are still stuck I can send you a itemized list of steps needed. But I would suggest the book .... regards Oliver On Fri, 7 Dec 2007, Kris Jacobs wrote: > I've spent 4 days on the web and this list's archives researching and troubleshooting this problem, and I've not been able to come up with a solution. > > So, I subscribed to this list, here goes! > > With root privileges in /usr/ports/www/rt36 I run this command: > > make WITH_APACHE2=yes INITIAL_INSTALL=yes DB_TYPE=mysql DB_HOST=localhost DB_DATABASE=rt36 DB_DBA_USER=root DB_DBA_PASSWORD=xxxx DB_USER=rt36 DB_PASSWORD=rt36 install > > The installation appears to run fine, all the way up to what looks like creating my initial system user in the MySQL database. > > I'm assuming that it's trying to create a record in the Users table, but there are zero records in all tables. > The db gets created, the tables get created, but no records are created. > > Here are the final few lines of output from my installation: > > ------------------------------------------------------------------------- > Congratulations. RT has been installed. > > > You must now configure RT by editing /usr/local/rt3/etc/RT_SiteConfig.pm. > > (You will definitely need to set RT's database password in > /usr/local/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be > very dangerous. Note that you do not have to manually add a > database user or set up a database for RT. These actions will be > taken care of in the next step.) > Dropping mysql database rt36. > DBD::mysql::db do failed: Can't drop database 'rt36'; database doesn't exist at /usr/local/rt3/sbin/rt-setup-database line 262. > Can't drop database 'rt36'; database doesn't exist at /usr/local/rt3/sbin/rt-setup-database line 262. > Now creating a database for RT. > Creating mysql database rt36. > Now populating database schema. > Creating database schema. > Done setting up database schema. > Now inserting database ACLs > Done setting up database ACLs. > Now inserting RT core system objects > Checking for existing system user...not found. This appears to be a new installation. > Creating system user...[Fri Dec 7 14:07:49 2007] [crit]: Couldn't add the user to his own acl equivalence group: (/usr/local/rt3/lib/RT/Group_Overlay.pm:586) > [Fri Dec 7 14:07:50 2007] [crit]: Couldn't stash the user in groupmembers (/usr/local/rt3/lib/RT/User_Overlay.pm:497) > Could not create user > *** Error code 255 (ignored) > ===================================================================== > > To complete the installation of this port, please follow these steps: > > 1. Edit /usr/local/rt3/etc/RT_SiteConfig.pm, by referring to > the default config file (/usr/local/rt3/etc/RT_Config.pm). > 2. Configure the email and web gateways. Please refer to > 'SETTING UP THE MAIL GATEWAY' in /usr/local/rt3/README > 3. Restart Apache. > 4. Do remember to *CHANGE* the root's password for the web interface. > The default is "password" (without the quotes.) > 5. Configure RT per the instructions at > http://www.bestpractical.com/rt/docs.html > > ===================================================================== > ===> Registering installation for rt-3.6.5 > ---------------------------------------------------------------------------- > > As you can see, it appears to be running into trouble when creating the system user in the database. Is this a correct deduction? > > What can I do to fix it? > > Thanks for taking the time to look this over! > > Kris Jacobs > Calhoun County > Information Technology > 161 East Michigan Avenue > Battle Creek, MI 49014 > 269.969.6813 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Oliver Nash Computer Systems Support Group Department of Computer Science University College Cork Ireland EMAIL:o.nash at cs.ucc.ie PHONE:+35321 4902972 From kjacobs at calhouncountymi.gov Fri Dec 14 10:09:23 2007 From: kjacobs at calhouncountymi.gov (Kris Jacobs) Date: Fri, 14 Dec 2007 10:09:23 -0500 Subject: [rt-users] Problem installing rt36 port on FreeBSD Message-ID: <47625653020000C90000F881@email.calhouncountymi.gov> Thanks - I've got it going though. I simply created a new FreeBSD VM from scratch with a minimal install, then built RT36 OK on Apache 1.3 instead of 2.2 -Kris _____________________________________________ From: [mailto:o.nash at cs.ucc.ie] Sent: Friday, December 14, 2007 09:25 To: Kris Jacobs Cc: Subject: Re: [rt-users] Problem installing rt36 port on FreeBSD Hi Kris, I just completed my second install of rt-3.6.3 on ubuntu 7.1 my previous install was on open suse 10.1 While it is not an easy thing to install it can be done with care. I initially used the book RT Essentials By Jesse Vincent ... O'Reilly to act as a guide. The method used it this book works. [I am not sure about BSD unix though] I used Apache2 2.0.61 mod_perl 2.0.3 perl 5.8.8 If you are still stuck I can send you a itemized list of steps needed. But I would suggest the book .... regards Oliver On Fri, 7 Dec 2007, Kris Jacobs wrote: > I've spent 4 days on the web and this list's archives researching and troubleshooting this problem, and I've not been able to come up with a solution. > > So, I subscribed to this list, here goes! > > With root privileges in /usr/ports/www/rt36 I run this command: > > make WITH_APACHE2=yes INITIAL_INSTALL=yes DB_TYPE=mysql DB_HOST=localhost DB_DATABASE=rt36 DB_DBA_USER=root DB_DBA_PASSWORD=xxxx DB_USER=rt36 DB_PASSWORD=rt36 install > > The installation appears to run fine, all the way up to what looks like creating my initial system user in the MySQL database. > > I'm assuming that it's trying to create a record in the Users table, but there are zero records in all tables. > The db gets created, the tables get created, but no records are created. > > Here are the final few lines of output from my installation: > > ------------------------------------------------------------------------- > Congratulations. RT has been installed. > > > You must now configure RT by editing /usr/local/rt3/etc/RT_SiteConfig.pm. > > (You will definitely need to set RT's database password in > /usr/local/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be > very dangerous. Note that you do not have to manually add a > database user or set up a database for RT. These actions will be > taken care of in the next step.) > Dropping mysql database rt36. > DBD::mysql::db do failed: Can't drop database 'rt36'; database doesn't exist at /usr/local/rt3/sbin/rt-setup-database line 262. > Can't drop database 'rt36'; database doesn't exist at /usr/local/rt3/sbin/rt-setup-database line 262. > Now creating a database for RT. > Creating mysql database rt36. > Now populating database schema. > Creating database schema. > Done setting up database schema. > Now inserting database ACLs > Done setting up database ACLs. > Now inserting RT core system objects > Checking for existing system user...not found. This appears to be a new installation. > Creating system user...[Fri Dec 7 14:07:49 2007] [crit]: Couldn't add the user to his own acl equivalence group: (/usr/local/rt3/lib/RT/Group_Overlay.pm:586) > [Fri Dec 7 14:07:50 2007] [crit]: Couldn't stash the user in groupmembers (/usr/local/rt3/lib/RT/User_Overlay.pm:497) > Could not create user > *** Error code 255 (ignored) > ===================================================================== > > To complete the installation of this port, please follow these steps: > > 1. Edit /usr/local/rt3/etc/RT_SiteConfig.pm, by referring to > the default config file (/usr/local/rt3/etc/RT_Config.pm). > 2. Configure the email and web gateways. Please refer to > 'SETTING UP THE MAIL GATEWAY' in /usr/local/rt3/README > 3. Restart Apache. > 4. Do remember to *CHANGE* the root's password for the web interface. > The default is "password" (without the quotes.) > 5. Configure RT per the instructions at > http://www.bestpractical.com/rt/docs.html > > ===================================================================== > ===> Registering installation for rt-3.6.5 > ---------------------------------------------------------------------------- > > As you can see, it appears to be running into trouble when creating the system user in the database. Is this a correct deduction? > > What can I do to fix it? > > Thanks for taking the time to look this over! > > Kris Jacobs > Calhoun County > Information Technology > 161 East Michigan Avenue > Battle Creek, MI 49014 > 269.969.6813 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Oliver Nash Computer Systems Support Group Department of Computer Science University College Cork Ireland EMAIL:o.nash at cs.ucc.ie PHONE:+35321 4902972 From stretchoutandwait at gmail.com Fri Dec 14 11:50:32 2007 From: stretchoutandwait at gmail.com (Chris) Date: Fri, 14 Dec 2007 11:50:32 -0500 Subject: [rt-users] modifying $HomepageComponents in RT_SiteConfig.pm Message-ID: <6fafefb40712140850v3e5424cw49e67b8746455436@mail.gmail.com> Since I've seen several references to this in the lists, but no answer, I just want to document here what I've done. The included MyRequests, which can be enabled via the $HomepageComponents line in RT_SiteConfig.pm is apparently something left over from 3.4(?). Don't bother with it. My instructions below work in 3.6.5. In Tickets -> Advanced, I made this query: Requestor.id = '__CurrentUser__' . First I tried it with Requestor.name or something like that, which didn't work. On the irc channel, jibsheet suggested Requestor.id, which works. After entering that line, click Apply, which takes you back to the query builder. Here, you can save that query under "RT System's saved searches" as My Requests or whatever you like. Saving it under that catagory will make it available to all users as an option that can be included on RT at a Glance. Further tweaks can be made on the query builder page, like which columns should be shown under My Requests, what order the results will be in, so on and so forth. Thanks to the people on #rt who helped with this. From barnesaw at ucrwcu.rwc.uc.edu Fri Dec 14 15:15:50 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 14 Dec 2007 15:15:50 -0500 Subject: [rt-users] CannedReplies on Create Message-ID: <4762E476.1080505@ucrwcu.rwc.uc.edu> The CannedReplies callback has done wonders for our staff with regards to frequent requests, whether it be for temporary admin rights to install software updates or when a better computer comes available, allowing us to notify possible recipients. The question that has been posed to me (and I have bald spots from trying this out) is if the CannedReplies can be instituted on ticket creation, rather than on update. Any thoughts or ideas to kick me in the right direction? Drew From todd at chaka.net Fri Dec 14 15:27:31 2007 From: todd at chaka.net (Todd Chapman) Date: Fri, 14 Dec 2007 15:27:31 -0500 Subject: [rt-users] CannedReplies on Create In-Reply-To: <4762E476.1080505@ucrwcu.rwc.uc.edu> References: <4762E476.1080505@ucrwcu.rwc.uc.edu> Message-ID: <519782dc0712141227i559d1ccp53f0e69614e4a22e@mail.gmail.com> We have an OnCreate scrip that looks a fields in the incoming email and if configured to do so loads the body of an RTFM acticle, sends it to the requestor and closes the ticket. The article instructs the user to reply to the ticket if it didn't answer their question, that way the ticket will be re-opened for inspection by a human. It has saved us months of work. -Todd On 12/14/07, Drew Barnes wrote: > > The CannedReplies callback has done wonders for our staff with regards > to frequent requests, whether it be for temporary admin rights to > install software updates or when a better computer comes available, > allowing us to notify possible recipients. > > The question that has been posed to me (and I have bald spots from > trying this out) is if the CannedReplies can be instituted on ticket > creation, rather than on update. > > Any thoughts or ideas to kick me in the right direction? > > Drew > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Fri Dec 14 15:44:31 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 14 Dec 2007 15:44:31 -0500 Subject: [rt-users] CannedReplies on Create In-Reply-To: <4762E476.1080505@ucrwcu.rwc.uc.edu> References: <4762E476.1080505@ucrwcu.rwc.uc.edu> Message-ID: <6.2.3.4.2.20071214153422.045e3f90@po14.mit.edu> At Friday 12/14/2007 03:15 PM, Drew Barnes wrote: >The CannedReplies callback has done wonders for our staff with regards >to frequent requests, whether it be for temporary admin rights to >install software updates or when a better computer comes available, >allowing us to notify possible recipients. > >The question that has been posed to me (and I have bald spots from >trying this out) is if the CannedReplies can be instituted on ticket >creation, rather than on update. > >Any thoughts or ideas to kick me in the right direction? > >Drew Drew, I'm assuming you're wanting to use this from the ticket Create page. It won't work as-is, but it could be easily adapted. The main difference is that on the Create page, there is no ticket yet, so the references in the callbacks to ticket obj and ticket id would fail. Another difference is that Create.html has no callback before the message box. To adapt (I haven't tested this!): you can either add a callback statement into Create.html and put the following code in the callback file, or put this code directly into Create.html: Canned reply: <& /Admin/Elements/SelectTemplate, Name => "Canned-Template", Queue => $QueueObj->id &> You'd also have to modify the second callback (Callbacks//Elements/MessageBox/Default) to account for the possibility of no ticket object being present. Also, in templates to be used in Create.html, you wouldn't be able to include any ticket fields: %# %# Allows use of templates as 'canned replies' in update screen. %# Looks up the template specified, parses it and displays the parsed %# template content. %# % if ($content) { <% $content %> % } <%init> my $template; my $trans = new RT::Transaction( $session{'CurrentUser'} ); my $ticket = new RT::Ticket( $session{'CurrentUser'} ); my $content = ""; if ( $ARGS{'select_template'} ) { my $template_id = $ARGS{'Canned-Template'}; if ($template_id) { $template = RT::Template->new($session{'CurrentUser'}); $template->Load($template_id); if ($template->id) { $TicketObj = LoadTicket($ARGS{'id'}) if ($ARGS{'id'} && $ARGS{'id'} ne 'new'); $template->Parse(TicketObj => $TicketObj, TransactionObj => $trans); $content = $template->MIMEObj->stringify; } } } From KFCrocker at lbl.gov Fri Dec 14 17:47:08 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 14 Dec 2007 14:47:08 -0800 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <20071214080925.R8998@spaceball1.doogles.com> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> <20071213171639.U29263@spaceball1.doogles.com> <4761BF96.6040708@lbl.gov> <20071214080925.R8998@spaceball1.doogles.com> Message-ID: <476307EC.5080403@lbl.gov> Jesse, It seems to me that there are some few RT users that have gone to the file-session method due to some problems with the session table in the DB, especially in ORACLE. Are there now some fixes we can download that will allow us to drop the file-session methodology and go back to using the ORACLE DB? If not, has anyone at BestPractical seen some consistent set of circumstances (and appropriate fixes) that would lead us to a resolution to the file-session problems we're all having with FireFox and IE? I sure hope so. I've been ready to put 3.6.4 into production for well over a month and still can't get this bug fixed in order to do so. Some help, please. Thanks. Kenn LBNL On 12/14/2007 5:17 AM, Jason A. Diegmueller wrote: > Kenn-- > > My experience is: > * If I delete all cookies from browser and "rm" the session_data > directory on the server, the next login will be double. > * After that, if I quit my browser and go back in, I only get a > single-login (like expected) > * If I only delete the session directory (but not the cookies), I only > get a single-login > * If I only delete the browser cookies (but not the server-side > session_data directory), I only get a single login > * The ony time I get double-login is "in the morning" (which probably > more specifically is "after $x hours inactivity" but I don't know what > that number is) > > To be specific about "double-login", I: > * Browse to my RT > * I'm asked to login, and do so > * I am presented with the "RT at a glance page > * I click something, anything > * I am asked to login again, and so so > * Then I'm good to go > > Unfortunately I'm not a developer, so I lack the cognitive capacity to > actually fix this. I'm decent at troubleshooting and isolating > problems, but I can't even write "Hello, world!" in Perl so all I can do > is report this to BPS (like I have) and hope they fix it. At this point > in time, we've chosen to live with the problem. > > Of note, I didn't have this same problem until I migrated to the FreeBSD > box. I was previously on a Linux server, perl 5.8.8, MySQL 5.0.x. > Maybe a version of Apache::Session? Or something similar? > > -jd > > On Thu, 13 Dec 2007, Kenneth Crocker wrote: > >> Jason, >> >> >> Thanks for replying. We want to use the filesystem-based session >> method as well. We just can't seem to get past that initial dbl-login >> problem. As with you, it only happens the first time the session is >> invoked. Once we stay in RT after the initial dbl-login, we do not see >> that problem again, FOR THAT SESSION. So, do you still have that >> dbl-login or have you come up with a way around it? I've QA tested >> every functionality that exists in 3.6.4 a zillion times and it is >> REALLY REALLY ready to put in and ALL my clients are waiting with >> GREAT anticipation for the new version. However, I am loathe to put >> anything into production that has an inherent bug. Got any suggestions? >> >> >> Kenn >> LBNL >> >> On 12/13/2007 2:19 PM, Jason A. Diegmueller wrote: >>> [sent directly instead of on-list] >>> >>> Kenn-- >>> >>> I run RT 3.6.5 on FreeBSD 6.2, MySQL 5.0.45a, and use >>> filesystem-based Sessions. I experience double-logins (not triple), >>> and usually it's only the first login of that day that is double. >>> Happens with IE or Firefox as well. >>> >>> I mentioned something to Jesse @ BPS and he believed there to be a >>> "locking issue" and acknowledged it sounded like a bug. When using >>> MySQL to store Sessions, I don't have the problem -- but we prefer >>> filesystem-based Sessions because it allows parallelization of RT, in >>> that you can have activity in multiple tabs. When using MySQL, I >>> don't get the double-login but only one tab can be actively >>> loading/updating/whatever at a time. >>> >>> -jd >>> >>> On Thu, 13 Dec 2007, Kenneth Crocker wrote: >>> >>>> To All, >>>> >>>> >>>> I would like to hear from ANYONE who has RT 3.6.4 on ORACLE 9+ >>>> and have managed to get session control to work properly with >>>> FireFox or IE using either the DB sessions table OR SPECIFICALLY >>>> straight to data file. We are going straight to data file, have made >>>> sure our URL's are correct, use LDAP and still no joy. I can't >>>> believe that this problem could be ongoing in a production ORACLE >>>> environment. This problem is keeping me from putting 3.6.4 into >>>> production. Please Help! >>>> >>>> >>>> Kenn >>>> LBNL >>>> >>>> On 12/12/2007 6:37 PM, John D Groenveld wrote: >>>>> In message <200712102035.lBAKZhFX004090 at stevens.arl.psu.edu>, John >>>>> D Groenveld writes: >>>>>> My WAG is that Firefox and IE are doing parallel requests >>>>>> and triggering an Apache::Session::Lock::File deadlock which is >>>>>> somehow forcing the session to be invalidated. >>>>>> >>>>>> Most RT users probably use MySQL and Postgres and RT defaults >>>>>> to using those databases for session management so won't stumble >>>>>> across this bug. >>>>> >>>>> I copied my data from Oracle to Postgres. >>>>> >>>>> Then I disabled Apache::Session::Postgres in >>>>> /opt/rt3/share/html/Elements/SetupSessionCookie >>>>> >>>>> As expected, I got the deadlock error and was forced to >>>>> reauthenticate. >>>>> >>>>> Need to do more debugging to see whether there are indeed >>>>> parallel requests. >>>>> >>>>> John >>>>> groenveld at acm.org >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>>> >>>>> If you sign up for a new RT support contract before December 31, >>>>> we'll take >>>>> up to 20 percent off the price. This sale won't last long, so get >>>>> in touch today. Email us at sales at bestpractical.com or call us >>>>> at +1 617 812 0745. >>>>> >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: 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 >>>> >>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>>> >>>> If you sign up for a new RT support contract before December 31, >>>> we'll take >>>> up to 20 percent off the price. This sale won't last long, so get in >>>> touch today. Email us at sales at bestpractical.com or call us at +1 >>>> 617 812 0745. >>>> >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> >> > From jb at smarterliving.com Fri Dec 14 19:09:11 2007 From: jb at smarterliving.com (JB Segal) Date: Fri, 14 Dec 2007 19:09:11 -0500 Subject: [rt-users] CFs in Templates? In-Reply-To: <20071213224305.GC32266@smartertravelmedia.com> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> <20071213181504.GG30137@smartertravelmedia.com> <476194A3.5030800@lbl.gov> <20071213224305.GC32266@smartertravelmedia.com> Message-ID: <20071215000911.GD3612@smartertravelmedia.com> Quoth JB Segal (jb at smarterliving.com): > Kenn, > This is fabulous! Thank you so much. > Would you mind me sticking this in to the wiki to fix the broken > information that's in there? I tweaked the wiki, mainly noting that what was there doesn't work, but also including a bit of the howto. Further wiki searching lead me to http://wiki.bestpractical.com/view/AddCustomFieldstoTemplates and Christopher C. Weis' helpful addition. I'm almost there. But... My problem now is... This works: { my $Pvalues = $Ticket->CustomFieldValues('Product'); my $AAvalues = $Ticket->CustomFieldValues('Application Area'); my $OUTPUT; while ( my $value = $Pvalues->Next ) { $OUTPUT .= "X-Product: "; $OUTPUT .= $value->Content; $OUTPUT .= "\n"; } while ( my $value = $AAvalues->Next ) { $OUTPUT .= "X-Application-Area: "; $OUTPUT .= $value->Content; $OUTPUT .= "\n"; } $OUTPUT; } but is, of course, ugly. I'm aiming at collapsing this in to a single, extensible loop, something like: { my @CFlist = ('Product', 'Application Area'); foreach my $CFname (@CFlist) { my $CFvalues = $Ticket->CustomFieldValues($CFname); my $OUTPUT; while ( my $value = $CFvalues->Next ) { $CFName =~ s/ /-/g; $OUTPUT .= "X-$CFname: "; $OUTPUT .= ($value->Content eq '') ? $value->Content : 'unset'; $OUTPUT .= "\n"; } $OUTPUT; } } but this doesn't work. What am I missing? It's probably REALLY stupid... really, I don't speak perl. Thanks in advance and I hope everyone has a great weekend! JB -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com From jb at smarterliving.com Fri Dec 14 19:27:09 2007 From: jb at smarterliving.com (JB Segal) Date: Fri, 14 Dec 2007 19:27:09 -0500 Subject: [rt-users] CFs in Templates? In-Reply-To: <20071215000911.GD3612@smartertravelmedia.com> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> <20071213181504.GG30137@smartertravelmedia.com> <476194A3.5030800@lbl.gov> <20071213224305.GC32266@smartertravelmedia.com> <20071215000911.GD3612@smartertravelmedia.com> Message-ID: <20071215002709.GE3612@smartertravelmedia.com> Quoth JB Segal (jb at smarterliving.com): > { my @CFlist = ('Product', 'Application Area'); > foreach my $CFname (@CFlist) { > my $CFvalues = $Ticket->CustomFieldValues($CFname); > my $OUTPUT; > while ( my $value = $CFvalues->Next ) { > $CFName =~ s/ /-/g; > $OUTPUT .= "X-$CFname: "; > $OUTPUT .= ($value->Content eq '') ? $value->Content : 'unset'; > $OUTPUT .= "\n"; > } > $OUTPUT; > } > } > > but this doesn't work. > fixing it so it read $OUTPUT .= ($value->Content neq '') ? $value->Content : 'unset'; doesn't help, and neither does $OUTPUT .= $value->Content ? $value->Content : 'unset'; I've reverted to the non-looping version for the weekend. I look forward to enlightenment on Monday. :) JB -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com From cshort at n6.com.au Sun Dec 16 19:17:31 2007 From: cshort at n6.com.au (Christopher Short) Date: Sun, 16 Dec 2007 16:17:31 -0800 Subject: [rt-users] Wrong Timezone in Email Templates? Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300798A14B0D@EXVMBX015-3.exch015.msoutlookonline.net> Hi, I'm trying to email Requestors when the Due Date is updated, using {$Ticket->DueObj->Date} in the template, but when the email gets sent, the day shown is one day early. I understand that the RT Web interface sets & shows dates in our local time (+11) and the database stores dates in GMT (+0), but why doesn't the date object use my designated Timezone when outputting the date? I'm assuming that there's an easy way to get it to output the right date, or at least something better than {$Ticket->DueObj->AddDay->Date} cheers, Christopher -------------- next part -------------- An HTML attachment was scrubbed... URL: From gcecchi at peviani.it Mon Dec 17 04:57:43 2007 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Mon, 17 Dec 2007 10:57:43 +0100 Subject: R: R: [rt-users] Having problems with a default install of 3.6.5 Message-ID: I was only able to read your answer some minutes ago.. Next time please send messages to all the list, so that eventually other guys could give quicker replies... The 'Configuration' link resolves to the same page as yours for me, so it doesn't seem a problem about rt itself. When you have a link pointing to a directory, it defaults to some kind of page into that directory, tipically index.hmtl. You define it inside apache configuration file (/etc/httpd/conf/httpd.conf on my fc6). Pehaps your apache config is different form the default one... The directive inside httpd.conf is DirectoryIndex and it is this one below for me: # DirectoryIndex: sets the file that Apache will serve if a directory # is requested. # # The index.html.var file (a type-map) is used to deliver content- # negotiated documents. The MultiViews Option can be used for the # same purpose, but it is much slower. # DirectoryIndex index.html index.html.var I have also this in my rt3.conf file (see in particular the "RedirectMatch" entry) under /etc/httpd/conf.d/. Don't know if could be another source of problems if misconfigured: Alias /rt3 "/usr/share/rt3/html" PerlModule Apache::DBI PerlRequire /usr/sbin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason > -----Messaggio originale----- > Da: Mike Gracy [mailto:mike.gracy at mypointscorp.com] > Inviato: venerd? 14 dicembre 2007 21.54 > A: Gianluca Cecchi > Oggetto: Re: R: [rt-users] Having problems with a default > install of 3.6.5 > > Ok, I updated the logging path in RT_SiteConfig.pm and set up > the same dir below. Logging works now. Thanks. > > I just discovered what is happening with the 'Configuration' link. > It is resolving as 'rt./Admin/'. It should > have 'index.html' on the end of it. When I put the > 'index.html' on the end, it works perfectly. Which file can > I edit to fix this? From rlehmann at monzoon.net Mon Dec 17 05:20:54 2007 From: rlehmann at monzoon.net (Ruben Lehmann) Date: Mon, 17 Dec 2007 11:20:54 +0100 Subject: [rt-users] doesn't reply to requestor Message-ID: Hi list Got a ticket where the requestor's mail address is something like this. test at something.com Hi created a ticket in the queue "test" Therefore test at something.com is listed as a watcher. But when replying to the ticket this mail address isn't listed under "On Correspond Notify Requestors and Ccs with template Correspondence" There is just nothing. So no answer will be send. Is it because the mail address contains the same word as the queues name? Thanks and regards Ruben -------------- next part -------------- An HTML attachment was scrubbed... URL: From rlehmann at monzoon.net Mon Dec 17 08:25:46 2007 From: rlehmann at monzoon.net (Ruben Lehmann) Date: Mon, 17 Dec 2007 14:25:46 +0100 Subject: AW: [rt-users] doesn't reply to requestor In-Reply-To: References: Message-ID: Hi Sorry for disturbing. Had a problem with some regex. Problem now solved. Thx Ruben Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Ruben Lehmann Gesendet: Montag, 17. Dezember 2007 11:21 An: rt-users at lists.bestpractical.com Betreff: [rt-users] doesn't reply to requestor Hi list Got a ticket where the requestor's mail address is something like this. test at something.com Hi created a ticket in the queue "test" Therefore test at something.com is listed as a watcher. But when replying to the ticket this mail address isn't listed under "On Correspond Notify Requestors and Ccs with template Correspondence" There is just nothing. So no answer will be send. Is it because the mail address contains the same word as the queues name? Thanks and regards Ruben -------------- next part -------------- An HTML attachment was scrubbed... URL: From step at tdc.dk Mon Dec 17 08:48:55 2007 From: step at tdc.dk (Steffen Poulsen) Date: Mon, 17 Dec 2007 14:48:55 +0100 Subject: [rt-users] How to implement "customer groups" or "request groups"? Message-ID: Hi, We handle tickets from various companies in our request tracker, and sometimes these companies ask for permission to share all tickets from their company between themselves. A fair request I think :-) I have put all users in a "CompanyGroup", but what rights should they be given to be allowed to see each others tickets? The tickets are distributed between multiple queues related to the internal functions at our site, and they should _not_ be able to see all the content of the queues - only the tickets created by staff in their company. I have searched the wiki and the mailing list, but have found nothing - probably I am using the wrong search phrases. Any ideas or best practices? Best regards, Steffen From mwestfall at factory7.com Mon Dec 17 09:32:23 2007 From: mwestfall at factory7.com (Matt Westfall) Date: Mon, 17 Dec 2007 09:32:23 -0500 Subject: [rt-users] Create Ticket on Resolve, but only if Custom Field is.... Message-ID: <47668877.6010501@factory7.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 OK, I am getting ever so closer to getting this to work. I have two Custom Fields: Billable and Followup. I want to create a followup ticket if Followup is Yes. I want to create an invoice ticket if Billable is Yes/Covered/or/Gratis Here is my Billable scrip code: Condition User Defined Action Create Tickets Template Global Template Create-Invoice return 0 unless $self->TransactionObj->Type eq "Resolved"; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Yes/i; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Covered/i; return 0 unless $self->TicketObj->FirstCustomFieldValue('Billable') =~ /Gratis/i; $RT::Logger->debug("Scrip running"); 1; and the Billable Template: ===Create-Ticket: generate-invoice Queue: Accounting Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: Please generate an invoice for this customer. Billable was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')} Billable hours was set to: {$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')} Please refer to previous ticket for more information. ENDOFCONTENT For Followup: Condition User Defined Action Create Ticket Template Global Template Generate-Followup ===Create-Ticket: generate-followup Queue: Customer Service Subject: Invoice: { $Tickets{'TOP'} -> Subject() } Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() } RefersTo: {$Tickets{'TOP'}->Id() } Content: A follow up was requested on this ticket. Please refer to previous ticket for more information. ENDOFCONTENT When I resolve a ticket which has Yes in both fields, there are various entries in the /var/log/messages, but none of them refer to scrip 22 or 23. - From the RT_Config.pm debug messages should go to syslog or /var/log/messages, but nothing is mentioned there. I would greatly appreciate any help in finally nailing this down. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) iD8DBQFHZoh3b/8X6V5MpAURAr8QAKDhk+ILJ2t9mjt68sKdXBmw8MljQACgkd0t IztnkpS89EFLN6cNBD+yWrs= =umad -----END PGP SIGNATURE----- From kuyote at yahoo.com Mon Dec 17 12:19:45 2007 From: kuyote at yahoo.com (Joshua Speer) Date: Mon, 17 Dec 2007 09:19:45 -0800 (PST) Subject: [rt-users] Trouble after upgrade In-Reply-To: <475EE6F5.7090708@ucrwcu.rwc.uc.edu> Message-ID: <140014.70281.qm@web31101.mail.mud.yahoo.com> OK so here is the latest, I have put the source on the server, and ran make depends, and all dependancies have been satisfied. Also, I have removed and conflicting older packages. This appears to be something with the new implementation of reminders, and mason not being configured for it properly? Is their any location that needs to have reminders specified for mason? Thanks, Josh --- Drew Barnes wrote: > Not exactly the same error but similar. Perhaps > this can either help or > get you started poking through things. > http://www.gossamer-threads.com/lists/rt/users/64920#64920 > > > Joshua Speer wrote: > > Here is the raw error when I try to create a new > > ticket: > > > > RT::CustomField::MatchPattern Unimplemented in > > HTML::Mason::Commands. > > > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > > line 65) > > > > > > Trace begun at > > /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 > > > HTML::Mason::Exceptions::rethrow_exception('RT::CustomField::MatchPattern > > Unimplemented in HTML::Mason::Commands. > > > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > > line 65) ^J') called at > > /usr/share/perl5/DBIx/SearchBuilder/Record.pm line > 495 > > > DBIx::SearchBuilder::Record::AUTOLOAD('RT::CustomField=HASH(0x8324654)', > > undef) called at > > > /usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > > line 65 > > HTML::Mason::Commands::__ANON__('CustomFields', > > 'RT::CustomFields=HASH(0x9af2760)', 'ARGSRef', > > 'HASH(0x960f230)') called at > > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83240c0)', > > 'CustomFields', > 'RT::CustomFields=HASH(0x9af2760)', > > 'ARGSRef', 'HASH(0x960f230)') called at > > /usr/share/perl5/HTML/Mason/Request.pm line 1251 > > eval {...} at > /usr/share/perl5/HTML/Mason/Request.pm > > line 1246 > > HTML::Mason::Request::comp(undef, undef, > > 'CustomFields', > 'RT::CustomFields=HASH(0x9af2760)', > > 'ARGSRef', 'HASH(0x960f230)') called at > > > /usr/share/request-tracker3.6/html/Ticket/Create.html > > line 247 > > HTML::Mason::Commands::__ANON__('Queue', 4, > 'Queue', > > 4) called at > /usr/share/perl5/HTML/Mason/Component.pm > > line 135 > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97fa2f0)', > > 'Queue', 4, 'Queue', 4) called at > > /usr/share/perl5/HTML/Mason/Request.pm line 1256 > > eval {...} at > /usr/share/perl5/HTML/Mason/Request.pm > > line 1246 > > HTML::Mason::Request::comp(undef, undef, undef, > > 'Queue', 4, 'Queue', 4) called at > > /usr/share/perl5/HTML/Mason/Request.pm line 915 > > > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)', > > 'Queue', 4) called at > > /usr/share/request-tracker3.6/html/autohandler > line > > 279 > > HTML::Mason::Commands::__ANON__('Queue', 4) called > at > > /usr/share/perl5/HTML/Mason/Component.pm line 135 > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x87f0858)', > > 'Queue', 4) called at > > /usr/share/perl5/HTML/Mason/Request.pm line 1251 > > eval {...} at > /usr/share/perl5/HTML/Mason/Request.pm > > line 1246 > > HTML::Mason::Request::comp(undef, undef, undef, > > 'Queue', 4) called at > > /usr/share/perl5/HTML/Mason/Request.pm line 460 > > eval {...} at > /usr/share/perl5/HTML/Mason/Request.pm > > line 460 > > eval {...} at > /usr/share/perl5/HTML/Mason/Request.pm > > line 412 > > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)') > > called at > /usr/share/perl5/HTML/Mason/ApacheHandler.pm > > line 165 > > > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)') > > called at > /usr/share/perl5/HTML/Mason/ApacheHandler.pm > > line 832 > > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x924cc4c)', > > 'Apache=SCALAR(0x8c24b30)') called at > > /usr/share/request-tracker3.4/libexec/webmux.pl > line > > 124 > > eval {...} at > > /usr/share/request-tracker3.4/libexec/webmux.pl > line > > 124 > > RT::Mason::handler('Apache=SCALAR(0x8c24b30)') > called > > at /dev/null line 0 > > eval {...} at /dev/null line 0 > > > > > > > > --- Drew Barnes > wrote: > > > > > >> Ok. It looks like something didn't upgrade > >> properly. Can't help you on > >> the Debian upgrade since I always go from source > and > >> haven't touched > >> Debian in years. > >> > >> It may help to search the lists in a slightly > more > >> friendly fashion, > >> such as http://www.gossamer-threads.com/lists/rt/ > >> > >> > >> Joshua Speer wrote: > >> > >>> I ran the commands from the README output is > >>> > >> below: > >> > >>> /opt/rt3/sbin/rt-setup-database --action schema > \ > >>> --datadir etc/upgrade/ > >>> /opt/rt3/sbin/rt-setup-database --action > >>> > >> acl \ > >> > >>> --datadir etc/upgrade/ > >>> /opt/rt3/sbin/rt-setup-database --action > >>> > >> insert > >> > >>> \ > >>> --datadir etc/upgrade/ > >>> > >>> Clear mason cache dir: > >>> > >>> rm -fr /opt/rt3/var/mason_data/obj > >>> > >>> > >>> > >>> > >>> /usr/sbin/rt-setup-database-3.6 --action schema > >>> --datadir /etc/request-tracker3.6/upgrade/3.5.1 > >>> > >>> Creating database schema. > >>> Couldn't find schema file for mysql > >>> > >>> --------------------------------- > >>> > >>> /usr/sbin/rt-setup-database-3.6 --action acl > >>> --datadir /etc/request-tracker3.6/upgrade/3.5.1 > >>> Couldn't find ACLS for mysql in > >>> /etc/request-tracker3.6/upgrade/3.5.1 > >>> > >>> ----------------------------- > >>> > >>> rt:/usr/share/request-tracker3.6# > >>> /usr/sbin/rt-setup-database-3.6 --action insert > >>> --datadir /etc/request-tracker3.6/upgrade/3.5.1 > >>> Creating predefined searches...1.2.3.done. > >>> Done setting up database content. > >>> > >>> > >>> > >>> rm -rf > >>> > >> /var/cache/request-tracker3.6/mason_data/obj > >> > >>> apachectl restart > >>> > >>> > >>> Thanks, > >>> > >>> Josh > >>> > >>> > >>> > === message truncated === ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs From MarkRoedel at letu.edu Mon Dec 17 12:21:08 2007 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Mon, 17 Dec 2007 11:21:08 -0600 Subject: [rt-users] bounce handling -- rtbouncehandler download link or alternatives Message-ID: <0DD6BC9ABC0D2747AF8589AEA9722A4001596943@rachael-reborn.letnet.net> Is anyone aware of a download link for rtbouncehandler documented at http://rt.bestpractical.com/view/RtBounceHandler? (That page in the wiki -- presumably copied and pasted from elsewhere -- simply says that the Perl source "is an attachment to this ticket." Googling brought up a few posts from the mailing list archives and links to the wiki page, but nothing that indicated where it could be downloaded from. I also tried searching the RT issue tracker, but didn't come up with any matches there either.) Alternately, what other mechanisms exist for alerting the owner of a ticket when a requestor's or watcher's address associated with the ticket is generating bounce messages? Thanks! -- Mark Roedel Senior Programmer / Analyst LeTourneau University Longview, Texas USA From mike.gracy at mypointscorp.com Mon Dec 17 12:18:09 2007 From: mike.gracy at mypointscorp.com (Mike Gracy) Date: Mon, 17 Dec 2007 09:18:09 -0800 Subject: R: R: [rt-users] Having problems with a default install of 3.6.5 In-Reply-To: References: Message-ID: <4766AF51.6060206@mypointscorp.com> Thanks for the feedback. I'll remember to hit reply to all next time. I'll look at the apache config. Gianluca Cecchi wrote: > I was only able to read your answer some minutes ago.. Next time please send messages to all the list, so that eventually other guys could give quicker replies... > > The 'Configuration' link resolves to the same page as yours for me, so it doesn't seem a problem about rt itself. > When you have a link pointing to a directory, it defaults to some kind of page into that directory, tipically index.hmtl. > You define it inside apache configuration file (/etc/httpd/conf/httpd.conf on my fc6). > > Pehaps your apache config is different form the default one... > The directive inside httpd.conf is DirectoryIndex and it is this one below for me: > > # DirectoryIndex: sets the file that Apache will serve if a directory > # is requested. > # > # The index.html.var file (a type-map) is used to deliver content- > # negotiated documents. The MultiViews Option can be used for the > # same purpose, but it is much slower. > # > DirectoryIndex index.html index.html.var > > I have also this in my rt3.conf file (see in particular the "RedirectMatch" entry) under /etc/httpd/conf.d/. > Don't know if could be another source of problems if misconfigured: > > Alias /rt3 "/usr/share/rt3/html" > > PerlModule Apache::DBI > PerlRequire /usr/sbin/webmux.pl > > > AllowOverride All > Options ExecCGI FollowSymLinks > > > > RewriteEngine On > RedirectMatch permanent (.*)/$ $1/index.html > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > > > >> -----Messaggio originale----- >> Da: Mike Gracy [mailto:mike.gracy at mypointscorp.com] >> Inviato: venerd? 14 dicembre 2007 21.54 >> A: Gianluca Cecchi >> Oggetto: Re: R: [rt-users] Having problems with a default >> install of 3.6.5 >> >> Ok, I updated the logging path in RT_SiteConfig.pm and set up >> the same dir below. Logging works now. Thanks. >> >> I just discovered what is happening with the 'Configuration' link. >> It is resolving as 'rt./Admin/'. It should >> have 'index.html' on the end of it. When I put the >> 'index.html' on the end, it works perfectly. Which file can >> I edit to fix this? >> -- Mike Gracy www.MyPoints.com Unix/Network Sysadmin 525 Market St. 34th Floor San Francisco, Ca 94105 Desk-415.829.6174 Fax-415-829-6174 From barnesaw at ucrwcu.rwc.uc.edu Mon Dec 17 12:28:37 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 17 Dec 2007 12:28:37 -0500 Subject: [rt-users] Trouble after upgrade In-Reply-To: <140014.70281.qm@web31101.mail.mud.yahoo.com> References: <140014.70281.qm@web31101.mail.mud.yahoo.com> Message-ID: <4766B1C5.4080608@ucrwcu.rwc.uc.edu> This post from April regarded Reminders, but it seems very much like the problem you are describing. Found my problem. Turns out I had an old DBIx::SearchBuilder installed *in* a different dir (from an old Perl install), and somehow it was being used instead of the new one. I deleted the old DBIx, cleaned the Mason cache, restarted httpd, and all's well now with Reminders. hope that helps someone; -- Gary Oberbrunner I would start a CPAN shell and install DBIx::SearchBuilder to make sure you have the latest. Joshua Speer wrote: > OK so here is the latest, I have put the source on the > server, and ran make depends, and all dependancies > have been satisfied. Also, I have removed and > conflicting older packages. This appears to be > something with the new implementation of reminders, > and mason not being configured for it properly? Is > their any location that needs to have reminders > specified for mason? > > Thanks, > > Josh > > --- Drew Barnes wrote: > > >> Not exactly the same error but similar. Perhaps >> this can either help or >> get you started poking through things. >> >> > http://www.gossamer-threads.com/lists/rt/users/64920#64920 > >> Joshua Speer wrote: >> >>> Here is the raw error when I try to create a new >>> ticket: >>> >>> RT::CustomField::MatchPattern Unimplemented in >>> HTML::Mason::Commands. >>> >>> > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > >>> line 65) >>> >>> >>> Trace begun at >>> /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 >>> >>> > HTML::Mason::Exceptions::rethrow_exception('RT::CustomField::MatchPattern > >>> Unimplemented in HTML::Mason::Commands. >>> >>> > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > >>> line 65) ^J') called at >>> /usr/share/perl5/DBIx/SearchBuilder/Record.pm line >>> >> 495 >> > DBIx::SearchBuilder::Record::AUTOLOAD('RT::CustomField=HASH(0x8324654)', > >>> undef) called at >>> >>> > /usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > >>> line 65 >>> HTML::Mason::Commands::__ANON__('CustomFields', >>> 'RT::CustomFields=HASH(0x9af2760)', 'ARGSRef', >>> 'HASH(0x960f230)') called at >>> /usr/share/perl5/HTML/Mason/Component.pm line 135 >>> >>> > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83240c0)', > >>> 'CustomFields', >>> >> 'RT::CustomFields=HASH(0x9af2760)', >> >>> 'ARGSRef', 'HASH(0x960f230)') called at >>> /usr/share/perl5/HTML/Mason/Request.pm line 1251 >>> eval {...} at >>> >> /usr/share/perl5/HTML/Mason/Request.pm >> >>> line 1246 >>> HTML::Mason::Request::comp(undef, undef, >>> 'CustomFields', >>> >> 'RT::CustomFields=HASH(0x9af2760)', >> >>> 'ARGSRef', 'HASH(0x960f230)') called at >>> >>> > /usr/share/request-tracker3.6/html/Ticket/Create.html > >>> line 247 >>> HTML::Mason::Commands::__ANON__('Queue', 4, >>> >> 'Queue', >> >>> 4) called at >>> >> /usr/share/perl5/HTML/Mason/Component.pm >> >>> line 135 >>> >>> > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97fa2f0)', > >>> 'Queue', 4, 'Queue', 4) called at >>> /usr/share/perl5/HTML/Mason/Request.pm line 1256 >>> eval {...} at >>> >> /usr/share/perl5/HTML/Mason/Request.pm >> >>> line 1246 >>> HTML::Mason::Request::comp(undef, undef, undef, >>> 'Queue', 4, 'Queue', 4) called at >>> /usr/share/perl5/HTML/Mason/Request.pm line 915 >>> >>> > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)', > >>> 'Queue', 4) called at >>> /usr/share/request-tracker3.6/html/autohandler >>> >> line >> >>> 279 >>> HTML::Mason::Commands::__ANON__('Queue', 4) called >>> >> at >> >>> /usr/share/perl5/HTML/Mason/Component.pm line 135 >>> >>> > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x87f0858)', > >>> 'Queue', 4) called at >>> /usr/share/perl5/HTML/Mason/Request.pm line 1251 >>> eval {...} at >>> >> /usr/share/perl5/HTML/Mason/Request.pm >> >>> line 1246 >>> HTML::Mason::Request::comp(undef, undef, undef, >>> 'Queue', 4) called at >>> /usr/share/perl5/HTML/Mason/Request.pm line 460 >>> eval {...} at >>> >> /usr/share/perl5/HTML/Mason/Request.pm >> >>> line 460 >>> eval {...} at >>> >> /usr/share/perl5/HTML/Mason/Request.pm >> >>> line 412 >>> >>> > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)') > >>> called at >>> >> /usr/share/perl5/HTML/Mason/ApacheHandler.pm >> >>> line 165 >>> >>> > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)') > >>> called at >>> >> /usr/share/perl5/HTML/Mason/ApacheHandler.pm >> >>> line 832 >>> >>> > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x924cc4c)', > >>> 'Apache=SCALAR(0x8c24b30)') called at >>> /usr/share/request-tracker3.4/libexec/webmux.pl >>> >> line >> >>> 124 >>> eval {...} at >>> /usr/share/request-tracker3.4/libexec/webmux.pl >>> >> line >> >>> 124 >>> RT::Mason::handler('Apache=SCALAR(0x8c24b30)') >>> >> called >> >>> at /dev/null line 0 >>> eval {...} at /dev/null line 0 >>> >>> >>> >>> --- Drew Barnes >>> >> wrote: >> >>> >>> >>>> Ok. It looks like something didn't upgrade >>>> properly. Can't help you on >>>> the Debian upgrade since I always go from source >>>> >> and >> >>>> haven't touched >>>> Debian in years. >>>> >>>> It may help to search the lists in a slightly >>>> >> more >> >>>> friendly fashion, >>>> such as http://www.gossamer-threads.com/lists/rt/ >>>> >>>> >>>> Joshua Speer wrote: >>>> >>>> >>>>> I ran the commands from the README output is >>>>> >>>>> >>>> below: >>>> >>>> >>>>> /opt/rt3/sbin/rt-setup-database --action schema >>>>> >> \ >> >>>>> --datadir etc/upgrade/ >>>>> /opt/rt3/sbin/rt-setup-database --action >>>>> >>>>> >>>> acl \ >>>> >>>> >>>>> --datadir etc/upgrade/ >>>>> /opt/rt3/sbin/rt-setup-database --action >>>>> >>>>> >>>> insert >>>> >>>> >>>>> \ >>>>> --datadir etc/upgrade/ >>>>> >>>>> Clear mason cache dir: >>>>> >>>>> rm -fr /opt/rt3/var/mason_data/obj >>>>> >>>>> >>>>> >>>>> >>>>> /usr/sbin/rt-setup-database-3.6 --action schema >>>>> --datadir /etc/request-tracker3.6/upgrade/3.5.1 >>>>> >>>>> Creating database schema. >>>>> Couldn't find schema file for mysql >>>>> >>>>> --------------------------------- >>>>> >>>>> /usr/sbin/rt-setup-database-3.6 --action acl >>>>> --datadir /etc/request-tracker3.6/upgrade/3.5.1 >>>>> Couldn't find ACLS for mysql in >>>>> /etc/request-tracker3.6/upgrade/3.5.1 >>>>> >>>>> ----------------------------- >>>>> >>>>> rt:/usr/share/request-tracker3.6# >>>>> /usr/sbin/rt-setup-database-3.6 --action insert >>>>> --datadir /etc/request-tracker3.6/upgrade/3.5.1 >>>>> Creating predefined searches...1.2.3.done. >>>>> Done setting up database content. >>>>> >>>>> >>>>> >>>>> rm -rf >>>>> >>>>> >>>> /var/cache/request-tracker3.6/mason_data/obj >>>> >>>> >>>>> apachectl restart >>>>> >>>>> >>>>> Thanks, >>>>> >>>>> Josh >>>>> >>>>> >>>>> >>>>> > === message truncated === > > > > ____________________________________________________________________________________ > Never miss a thing. Make Yahoo your home page. > http://www.yahoo.com/r/hs > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mike.gracy at mypointscorp.com Mon Dec 17 12:49:54 2007 From: mike.gracy at mypointscorp.com (Mike Gracy) Date: Mon, 17 Dec 2007 09:49:54 -0800 Subject: [rt-users] Having problems with a default install of 3.6.5 In-Reply-To: <4766B244.3040804@ucrwcu.rwc.uc.edu> References: <4761B9E3.3050709@mypointscorp.com> <4762876F.8070004@ucrwcu.rwc.uc.edu> <4766126D.9090701@mypointscorp.com> <4766B244.3040804@ucrwcu.rwc.uc.edu> Message-ID: <4766B6C2.4020302@mypointscorp.com> Ok, I'll think about it. It's just that in the menubar I found inconsistencies. Some links had the /index.html, others didn't. That's what led me to believe it was a minor typo. Drew Barnes wrote: > I'm not sure that's a bug, per se. I know some people use some rewrite > rules to add index.html to any path with no file (whether for security > reasons or for ease of use on a per-site basis), although you should be > able to set an option in httpd.conf to use that by default also (I think). > > Jesse is very active on the list here, so you could always send a diff > -u to rt-devel if you feel it absolutely should be fixed for future > releases. I don't have any problems on my site with that particular > file as it is, though. > > > Mike Gracy wrote: > >> Well I did finally get logging working to /var/log/rt3. >> I also finally found and fixed the defective href link to the Admin >> interface. >> >> My diff for rt3/share/html/Elements/Tabs : >> 87c87 >> < path => 'Admin/', >> --- >> >>> path => 'Admin/index.html', >>> >> I've even downloaded the source again to make sure. 3.6.5 still has >> this error in the tar.gz file. >> >> I find it hard to believe that this simple error hasn't been patched >> yet. Do the developers monitor this list for these types of things? >> >> >> Drew Barnes wrote: >> >>> Not sure about your other issues, but if you touch rt.log in >>> /opt/rt3/var/log, the error with logging will go away. >>> >>> Mike Gracy wrote: >>> >>>> I configured and installed it, I can login with the default root >>>> account. >>>> I click on Configuration and get sent back to the Home - RT at a >>>> glance page. >>>> I'm unable to get to the config page. I've been scouring the httpd >>>> error and system messages log and not finding anything that helps. >>>> I tried turning on the log file in SiteConfig, but that errored out, >>>> stating that it couldn't open/create rt.log. I should think the >>>> default permissions to /opt/rt3/var/log would have allowed for this >>>> automatically. I'm at a bit of a loss here. >>>> I'm needing to solve this because I need to migrate a 3.0.12 database >>>> from another machine to this one. I've already done the db import and >>>> upgrades without error, but it does me no good if I can't get in the >>>> Configuration page. >>>> Help? >>>> >>>> -- Mike Gracy www.MyPoints.com Unix/Network Sysadmin 525 Market St. 34th Floor San Francisco, Ca 94105 Desk-415.829.6174 Fax-415-829-6174 From kuyote at yahoo.com Mon Dec 17 13:00:38 2007 From: kuyote at yahoo.com (Joshua Speer) Date: Mon, 17 Dec 2007 10:00:38 -0800 (PST) Subject: [rt-users] Trouble after upgrade In-Reply-To: <4766B1C5.4080608@ucrwcu.rwc.uc.edu> Message-ID: <883726.52409.qm@web31111.mail.mud.yahoo.com> Drew, Thanks again for your replies. I had found that thread last week when you first started helping me. Unfortunately this wasn't the fix for me. I have been searching the gossamer threads looking for anything that might be a possibility, but haven't found the fix yet. --- Drew Barnes wrote: > This post from April regarded Reminders, but it > seems very much like the > problem you are describing. > Found my problem. Turns out I had an old > DBIx::SearchBuilder installed > *in* a > different dir (from an old Perl install), and > somehow it was being used > instead of the new one. I deleted the old DBIx, > cleaned the Mason cache, > restarted httpd, and all's well now with Reminders. > > hope that helps someone; > > -- Gary Oberbrunner > > I would start a CPAN shell and install > DBIx::SearchBuilder to make sure > you have the latest. > > > Joshua Speer wrote: > > OK so here is the latest, I have put the source on > the > > server, and ran make depends, and all dependancies > > have been satisfied. Also, I have removed and > > conflicting older packages. This appears to be > > something with the new implementation of > reminders, > > and mason not being configured for it properly? Is > > their any location that needs to have reminders > > specified for mason? > > > > Thanks, > > > > Josh > > > > --- Drew Barnes > wrote: > > > > > >> Not exactly the same error but similar. Perhaps > >> this can either help or > >> get you started poking through things. > >> > >> > > > http://www.gossamer-threads.com/lists/rt/users/64920#64920 > > > >> Joshua Speer wrote: > >> > >>> Here is the raw error when I try to create a new > >>> ticket: > >>> > >>> RT::CustomField::MatchPattern Unimplemented in > >>> HTML::Mason::Commands. > >>> > >>> > > > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > > > >>> line 65) > >>> > >>> > >>> Trace begun at > >>> /usr/share/perl5/HTML/Mason/Exceptions.pm line > 129 > >>> > >>> > > > HTML::Mason::Exceptions::rethrow_exception('RT::CustomField::MatchPattern > > > >>> Unimplemented in HTML::Mason::Commands. > >>> > >>> > > > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > > > >>> line 65) ^J') called at > >>> /usr/share/perl5/DBIx/SearchBuilder/Record.pm > line > >>> > >> 495 > >> > > > DBIx::SearchBuilder::Record::AUTOLOAD('RT::CustomField=HASH(0x8324654)', > > > >>> undef) called at > >>> > >>> > > > /usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > > > >>> line 65 > >>> HTML::Mason::Commands::__ANON__('CustomFields', > >>> 'RT::CustomFields=HASH(0x9af2760)', 'ARGSRef', > >>> 'HASH(0x960f230)') called at > >>> /usr/share/perl5/HTML/Mason/Component.pm line > 135 > >>> > >>> > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83240c0)', > > > >>> 'CustomFields', > >>> > >> 'RT::CustomFields=HASH(0x9af2760)', > >> > >>> 'ARGSRef', 'HASH(0x960f230)') called at > >>> /usr/share/perl5/HTML/Mason/Request.pm line 1251 > >>> eval {...} at > >>> > >> /usr/share/perl5/HTML/Mason/Request.pm > >> > >>> line 1246 > >>> HTML::Mason::Request::comp(undef, undef, > >>> 'CustomFields', > >>> > >> 'RT::CustomFields=HASH(0x9af2760)', > >> > >>> 'ARGSRef', 'HASH(0x960f230)') called at > >>> > >>> > > > /usr/share/request-tracker3.6/html/Ticket/Create.html > > > >>> line 247 > >>> HTML::Mason::Commands::__ANON__('Queue', 4, > >>> > >> 'Queue', > >> > >>> 4) called at > >>> > >> /usr/share/perl5/HTML/Mason/Component.pm > >> > >>> line 135 > >>> > >>> > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97fa2f0)', > > > >>> 'Queue', 4, 'Queue', 4) called at > >>> /usr/share/perl5/HTML/Mason/Request.pm line 1256 > >>> eval {...} at > >>> > >> /usr/share/perl5/HTML/Mason/Request.pm > >> > >>> line 1246 > >>> HTML::Mason::Request::comp(undef, undef, undef, > >>> 'Queue', 4, 'Queue', 4) called at > >>> /usr/share/perl5/HTML/Mason/Request.pm line 915 > >>> > >>> > > > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)', > > > >>> 'Queue', 4) called at > >>> /usr/share/request-tracker3.6/html/autohandler > >>> > >> line > >> > >>> 279 > >>> HTML::Mason::Commands::__ANON__('Queue', 4) > called > >>> > >> at > >> > >>> /usr/share/perl5/HTML/Mason/Component.pm line > 135 > >>> > >>> > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x87f0858)', > > > >>> 'Queue', 4) called at > >>> /usr/share/perl5/HTML/Mason/Request.pm line 1251 > >>> eval {...} at > >>> > >> /usr/share/perl5/HTML/Mason/Request.pm > >> > >>> line 1246 > >>> HTML::Mason::Request::comp(undef, undef, undef, > >>> 'Queue', 4) called at > >>> /usr/share/perl5/HTML/Mason/Request.pm line 460 > >>> eval {...} at > >>> > >> /usr/share/perl5/HTML/Mason/Request.pm > >> > >>> line 460 > >>> eval {...} at > >>> > >> /usr/share/perl5/HTML/Mason/Request.pm > >> > >>> line 412 > >>> > >>> > > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)') > > > >>> called at > >>> > === message truncated === ____________________________________________________________________________________ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs From barnesaw at ucrwcu.rwc.uc.edu Mon Dec 17 13:14:24 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 17 Dec 2007 13:14:24 -0500 Subject: [rt-users] Trouble after upgrade In-Reply-To: <883726.52409.qm@web31111.mail.mud.yahoo.com> References: <883726.52409.qm@web31111.mail.mud.yahoo.com> Message-ID: <4766BC80.4050401@ucrwcu.rwc.uc.edu> What version of SearchBuilder are you using? I notice that initially you list it as 1.45 whereas 1.49 (at least) is out. Joshua Speer wrote: > Drew, > > Thanks again for your replies. I had found that thread > last week when you first started helping me. > Unfortunately this wasn't the fix for me. I have been > searching the gossamer threads looking for anything > that might be a possibility, but haven't found the fix > yet. > > --- Drew Barnes wrote: > > >> This post from April regarded Reminders, but it >> seems very much like the >> problem you are describing. >> Found my problem. Turns out I had an old >> DBIx::SearchBuilder installed >> *in* a >> different dir (from an old Perl install), and >> somehow it was being used >> instead of the new one. I deleted the old DBIx, >> cleaned the Mason cache, >> restarted httpd, and all's well now with Reminders. >> >> hope that helps someone; >> >> -- Gary Oberbrunner >> >> I would start a CPAN shell and install >> DBIx::SearchBuilder to make sure >> you have the latest. >> >> >> Joshua Speer wrote: >> >>> OK so here is the latest, I have put the source on >>> >> the >> >>> server, and ran make depends, and all dependancies >>> have been satisfied. Also, I have removed and >>> conflicting older packages. This appears to be >>> something with the new implementation of >>> >> reminders, >> >>> and mason not being configured for it properly? Is >>> their any location that needs to have reminders >>> specified for mason? >>> >>> Thanks, >>> >>> Josh >>> >>> --- Drew Barnes >>> >> wrote: >> >>> >>> >>>> Not exactly the same error but similar. Perhaps >>>> this can either help or >>>> get you started poking through things. >>>> >>>> >>>> > http://www.gossamer-threads.com/lists/rt/users/64920#64920 > >>> >>> >>>> Joshua Speer wrote: >>>> >>>> >>>>> Here is the raw error when I try to create a new >>>>> ticket: >>>>> >>>>> RT::CustomField::MatchPattern Unimplemented in >>>>> HTML::Mason::Commands. >>>>> >>>>> >>>>> > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > >>> >>> >>>>> line 65) >>>>> >>>>> >>>>> Trace begun at >>>>> /usr/share/perl5/HTML/Mason/Exceptions.pm line >>>>> >> 129 >> >>>>> >>>>> > HTML::Mason::Exceptions::rethrow_exception('RT::CustomField::MatchPattern > >>> >>> >>>>> Unimplemented in HTML::Mason::Commands. >>>>> >>>>> >>>>> > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > >>> >>> >>>>> line 65) ^J') called at >>>>> /usr/share/perl5/DBIx/SearchBuilder/Record.pm >>>>> >> line >> >>>>> >>>>> >>>> 495 >>>> >>>> > DBIx::SearchBuilder::Record::AUTOLOAD('RT::CustomField=HASH(0x8324654)', > >>> >>> >>>>> undef) called at >>>>> >>>>> >>>>> > /usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > >>> >>> >>>>> line 65 >>>>> HTML::Mason::Commands::__ANON__('CustomFields', >>>>> 'RT::CustomFields=HASH(0x9af2760)', 'ARGSRef', >>>>> 'HASH(0x960f230)') called at >>>>> /usr/share/perl5/HTML/Mason/Component.pm line >>>>> >> 135 >> >>>>> >>>>> > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83240c0)', > >>> >>> >>>>> 'CustomFields', >>>>> >>>>> >>>> 'RT::CustomFields=HASH(0x9af2760)', >>>> >>>> >>>>> 'ARGSRef', 'HASH(0x960f230)') called at >>>>> /usr/share/perl5/HTML/Mason/Request.pm line 1251 >>>>> eval {...} at >>>>> >>>>> >>>> /usr/share/perl5/HTML/Mason/Request.pm >>>> >>>> >>>>> line 1246 >>>>> HTML::Mason::Request::comp(undef, undef, >>>>> 'CustomFields', >>>>> >>>>> >>>> 'RT::CustomFields=HASH(0x9af2760)', >>>> >>>> >>>>> 'ARGSRef', 'HASH(0x960f230)') called at >>>>> >>>>> >>>>> > /usr/share/request-tracker3.6/html/Ticket/Create.html > >>> >>> >>>>> line 247 >>>>> HTML::Mason::Commands::__ANON__('Queue', 4, >>>>> >>>>> >>>> 'Queue', >>>> >>>> >>>>> 4) called at >>>>> >>>>> >>>> /usr/share/perl5/HTML/Mason/Component.pm >>>> >>>> >>>>> line 135 >>>>> >>>>> >>>>> > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97fa2f0)', > >>> >>> >>>>> 'Queue', 4, 'Queue', 4) called at >>>>> /usr/share/perl5/HTML/Mason/Request.pm line 1256 >>>>> eval {...} at >>>>> >>>>> >>>> /usr/share/perl5/HTML/Mason/Request.pm >>>> >>>> >>>>> line 1246 >>>>> HTML::Mason::Request::comp(undef, undef, undef, >>>>> 'Queue', 4, 'Queue', 4) called at >>>>> /usr/share/perl5/HTML/Mason/Request.pm line 915 >>>>> >>>>> >>>>> > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)', > >>> >>> >>>>> 'Queue', 4) called at >>>>> /usr/share/request-tracker3.6/html/autohandler >>>>> >>>>> >>>> line >>>> >>>> >>>>> 279 >>>>> HTML::Mason::Commands::__ANON__('Queue', 4) >>>>> >> called >> >>>>> >>>>> >>>> at >>>> >>>> >>>>> /usr/share/perl5/HTML/Mason/Component.pm line >>>>> >> 135 >> >>>>> >>>>> > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x87f0858)', > >>> >>> >>>>> 'Queue', 4) called at >>>>> /usr/share/perl5/HTML/Mason/Request.pm line 1251 >>>>> eval {...} at >>>>> >>>>> >>>> /usr/share/perl5/HTML/Mason/Request.pm >>>> >>>> >>>>> line 1246 >>>>> HTML::Mason::Request::comp(undef, undef, undef, >>>>> 'Queue', 4) called at >>>>> /usr/share/perl5/HTML/Mason/Request.pm line 460 >>>>> eval {...} at >>>>> >>>>> >>>> /usr/share/perl5/HTML/Mason/Request.pm >>>> >>>> >>>>> line 460 >>>>> eval {...} at >>>>> >>>>> >>>> /usr/share/perl5/HTML/Mason/Request.pm >>>> >>>> >>>>> line 412 >>>>> >>>>> >>>>> > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x859eec8)') > >>> >>> >>>>> called at >>>>> >>>>> > === message truncated === > > > > ____________________________________________________________________________________ > Never miss a thing. Make Yahoo your home page. > http://www.yahoo.com/r/hs > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kuyote at yahoo.com Mon Dec 17 13:41:16 2007 From: kuyote at yahoo.com (Joshua Speer) Date: Mon, 17 Dec 2007 10:41:16 -0800 (PST) Subject: [rt-users] Trouble after upgrade In-Reply-To: <4766BC80.4050401@ucrwcu.rwc.uc.edu> Message-ID: <753066.71299.qm@web31111.mail.mud.yahoo.com> I upgraded to 1.50 using CPAN: our $VERSION = "1.50"; --- Drew Barnes wrote: > What version of SearchBuilder are you using? I > notice that initially > you list it as 1.45 whereas 1.49 (at least) is out. > > Joshua Speer wrote: > > Drew, > > > > Thanks again for your replies. I had found that > thread > > last week when you first started helping me. > > Unfortunately this wasn't the fix for me. I have > been > > searching the gossamer threads looking for > anything > > that might be a possibility, but haven't found the > fix > > yet. > > > > --- Drew Barnes > wrote: > > > > > >> This post from April regarded Reminders, but it > >> seems very much like the > >> problem you are describing. > >> Found my problem. Turns out I had an old > >> DBIx::SearchBuilder installed > >> *in* a > >> different dir (from an old Perl install), and > >> somehow it was being used > >> instead of the new one. I deleted the old DBIx, > >> cleaned the Mason cache, > >> restarted httpd, and all's well now with > Reminders. > >> > >> hope that helps someone; > >> > >> -- Gary Oberbrunner > >> > >> I would start a CPAN shell and install > >> DBIx::SearchBuilder to make sure > >> you have the latest. > >> > >> > >> Joshua Speer wrote: > >> > >>> OK so here is the latest, I have put the source > on > >>> > >> the > >> > >>> server, and ran make depends, and all > dependancies > >>> have been satisfied. Also, I have removed and > >>> conflicting older packages. This appears to be > >>> something with the new implementation of > >>> > >> reminders, > >> > >>> and mason not being configured for it properly? > Is > >>> their any location that needs to have reminders > >>> specified for mason? > >>> > >>> Thanks, > >>> > >>> Josh > >>> > >>> --- Drew Barnes > >>> > >> wrote: > >> > >>> > >>> > >>>> Not exactly the same error but similar. > Perhaps > >>>> this can either help or > >>>> get you started poking through things. > >>>> > >>>> > >>>> > > > http://www.gossamer-threads.com/lists/rt/users/64920#64920 > > > >>> > >>> > >>>> Joshua Speer wrote: > >>>> > >>>> > >>>>> Here is the raw error when I try to create a > new > >>>>> ticket: > >>>>> > >>>>> RT::CustomField::MatchPattern Unimplemented in > >>>>> HTML::Mason::Commands. > >>>>> > >>>>> > >>>>> > > > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > > > >>> > >>> > >>>>> line 65) > >>>>> > >>>>> > >>>>> Trace begun at > >>>>> /usr/share/perl5/HTML/Mason/Exceptions.pm line > >>>>> > >> 129 > >> > >>>>> > >>>>> > > > HTML::Mason::Exceptions::rethrow_exception('RT::CustomField::MatchPattern > > > >>> > >>> > >>>>> Unimplemented in HTML::Mason::Commands. > >>>>> > >>>>> > >>>>> > > > (/usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > > > >>> > >>> > >>>>> line 65) ^J') called at > >>>>> /usr/share/perl5/DBIx/SearchBuilder/Record.pm > >>>>> > >> line > >> > >>>>> > >>>>> > >>>> 495 > >>>> > >>>> > > > DBIx::SearchBuilder::Record::AUTOLOAD('RT::CustomField=HASH(0x8324654)', > > > >>> > >>> > >>>>> undef) called at > >>>>> > >>>>> > >>>>> > > > /usr/share/request-tracker3.6/html/Elements/ValidateCustomFields > > > >>> > >>> > >>>>> line 65 > >>>>> > HTML::Mason::Commands::__ANON__('CustomFields', > >>>>> 'RT::CustomFields=HASH(0x9af2760)', 'ARGSRef', > >>>>> 'HASH(0x960f230)') called at > >>>>> /usr/share/perl5/HTML/Mason/Component.pm line > >>>>> > >> 135 > >> > >>>>> > >>>>> > > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83240c0)', > > > >>> > >>> > >>>>> 'CustomFields', > >>>>> > >>>>> > >>>> 'RT::CustomFields=HASH(0x9af2760)', > >>>> > >>>> > >>>>> 'ARGSRef', 'HASH(0x960f230)') called at > >>>>> /usr/share/perl5/HTML/Mason/Request.pm line > 1251 > >>>>> eval {...} at > >>>>> > >>>>> > >>>> /usr/share/perl5/HTML/Mason/Request.pm > >>>> > >>>> > >>>>> line 1246 > >>>>> HTML::Mason::Request::comp(undef, undef, > >>>>> 'CustomFields', > >>>>> > >>>>> > >>>> 'RT::CustomFields=HASH(0x9af2760)', > >>>> > >>>> > >>>>> 'ARGSRef', 'HASH(0x960f230)') called at > >>>>> > >>>>> > >>>>> > > > /usr/share/request-tracker3.6/html/Ticket/Create.html > > > >>> > >>> > >>>>> line 247 > >>>>> HTML::Mason::Commands::__ANON__('Queue', 4, > === message truncated === ____________________________________________________________________________________ Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping From mike.gracy at mypointscorp.com Mon Dec 17 15:10:29 2007 From: mike.gracy at mypointscorp.com (Mike Gracy) Date: Mon, 17 Dec 2007 12:10:29 -0800 Subject: [rt-users] Not sure what is wrong with rt-mailgate Message-ID: <4766D7B5.2020802@mypointscorp.com> I get the same output in /var/log/maillog if I email the queue. I'm thinking this might be a misconfiguration with the web server. Is rt-mailgate calling something via the httpd service to input the ticket? [root at rt bin]# ./rt-mailgate --action correspond --queue General --url http://rt.mypointscorp.com From:mike.gracy at mypointscorp.com Subject:This is a test This is a test . RT server error. The RT server which handled your email did not behave as expected. It said: %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is Copyright (c) 1996-2007 Best Practical Solutions, LLC %# %# %# (Except where explicitly superseded by other copyright notices) %# %# %# LICENSE: %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# You should have received a copy of the GNU General Public License %# along with this program; if not, write to the Free Software %# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA %# 02110-1301 or visit their web page on the internet at %# http://www.gnu.org/copyleft/gpl.html. %# %# %# CONTRIBUTION SUBMISSION POLICY: %# %# (The following paragraph is not intended to limit the rights granted %# to you to modify and distribute this software under the terms of %# the GNU General Public License and is only of importance to you if %# you choose to contribute your changes and enhancements to the %# community by submitting them to Best Practical Solutions, LLC.) %# %# By intentionally submitting any modifications, corrections or %# derivatives to this work, or any other work intended for use with %# Request Tracker, to Best Practical Solutions, LLC, you confirm that %# you are the copyright holder for those contributions and you grant %# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, %# royalty-free, perpetual, license to use, copy, create derivative %# works based on those contributions, and sublicense and distribute %# those contributions and any derivatives thereof. %# %# END BPS TAGGED BLOCK }}} <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler <%ARGS> $queue => 1 $action => "correspond" $ticket => undef <%init> $m->comp('/Elements/Callback', _CallbackName => 'Pre', %ARGS); use RT::Interface::Email (); # It's an exporter, but we don't care $r->content_type('text/plain; charset=utf-8'); $m->error_format('text'); my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( \%ARGS ); if ( $status == 1 ) { $m->out('ok'); if ( $Ticket->Id ) { $m->out( 'Ticket: ' . ($Ticket->Id || '') ); $m->out( 'Queue: ' . ($Ticket->QueueObj->Name || '') ); $m->out( 'Owner: ' . ($Ticket->OwnerObj->Name || '') ); $m->out( 'Status: ' . ($Ticket->Status || '') ); $m->out( 'Subject: ' . ($Ticket->Subject || '') ); $m->out( 'Requestor: ' . ($Ticket->Requestors->MemberEmailAddressesAsString || '') ); } } else { $RT::Logger->error( "Could not record email: " . $error ); if ( $status == -75 ) { $m->out( "temporary failure - " . $error ); } else { $m->out( 'not ok - ' . $error ); } } $m->abort(); -- Mike Gracy www.MyPoints.com Unix/Network Sysadmin 525 Market St. 34th Floor San Francisco, Ca 94105 Desk-415.829.6174 Fax-415-829-6174 From cshort at n6.com.au Mon Dec 17 18:08:40 2007 From: cshort at n6.com.au (Christopher Short) Date: Mon, 17 Dec 2007 15:08:40 -0800 Subject: [rt-users] How to implement "customer groups" or "request groups"? In-Reply-To: References: Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300798A14EA8@EXVMBX015-3.exch015.msoutlookonline.net> I was looking for something like this a little while back and didn't find an easy way. The best I could find was along the lines of adding everyone relevant as watchers to each ticket created by someone in their group. I don't like that idea as I'm sure they would only occasionally need to see all tickets of their team-mates, not receive every update. I'm pretty sure there isn't a right for letting you see/edit tickets created by your group colleagues. Christopher -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steffen Poulsen Sent: Tuesday, 18 December 2007 12:49 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] How to implement "customer groups" or "request groups"? Hi, We handle tickets from various companies in our request tracker, and sometimes these companies ask for permission to share all tickets from their company between themselves. A fair request I think :-) I have put all users in a "CompanyGroup", but what rights should they be given to be allowed to see each others tickets? The tickets are distributed between multiple queues related to the internal functions at our site, and they should _not_ be able to see all the content of the queues - only the tickets created by staff in their company. I have searched the wiki and the mailing list, but have found nothing - probably I am using the wrong search phrases. Any ideas or best practices? Best regards, Steffen _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Mon Dec 17 20:11:13 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 17 Dec 2007 17:11:13 -0800 Subject: [rt-users] How to implement "customer groups" or "request groups"? In-Reply-To: <415AD65C134E3F4FA0B4D06C88D63F300798A14EA8@EXVMBX015-3.exch015.msoutlookonline.net> References: <415AD65C134E3F4FA0B4D06C88D63F300798A14EA8@EXVMBX015-3.exch015.msoutlookonline.net> Message-ID: <47671E31.50101@lbl.gov> Stephan, Christopher, We had a similar situation; we wanted requestors to see their tickets and any others from users in their group, but not the tickets from other users/requestors NOT in their group. We handled it by creating a front-end queue. Then we created a different queue for all the requests that came from the same group or type of requestors. When a request is sent to the front-end queue, it serves as a waiting place. In that queue, Requestors can see their OWN tickets, but that is all. Once that ticket (and any others from the same requestor-type group) has been reviewed and approved for work, it is moved to a queue that represents those common requests, basically from those requestors from the same group. Then we can grant group rights to that "specific" queue for the common group of users so everyone can see what else is in that queue, but not in the other queues for the other user groups. It's a little more work, but essentially it serves to seperate requestors into common groups and requires the tickets to be looked at and reviewed before being worked on anyway. Hope this helps. Kenn LBNL On 12/17/2007 3:08 PM, Christopher Short wrote: > I was looking for something like this a little while back and didn't find an easy way. > The best I could find was along the lines of adding everyone relevant as watchers to each ticket created by someone in their group. I don't like that idea as I'm sure they would only occasionally need to see all tickets of their team-mates, not receive every update. > > I'm pretty sure there isn't a right for letting you see/edit tickets created by your group colleagues. > > Christopher > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steffen Poulsen > Sent: Tuesday, 18 December 2007 12:49 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] How to implement "customer groups" or "request groups"? > > Hi, > > We handle tickets from various companies in our request tracker, and > sometimes these companies ask for permission to share all tickets from > their company between themselves. A fair request I think :-) > > I have put all users in a "CompanyGroup", but what rights should they be > given to be allowed to see each others tickets? > > The tickets are distributed between multiple queues related to the > internal functions at our site, and they should _not_ be able to see all > the content of the queues - only the tickets created by staff in their > company. > > I have searched the wiki and the mailing list, but have found nothing - > probably I am using the wrong search phrases. Any ideas or best > practices? > > Best regards, > > Steffen > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: 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 > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From cshort at n6.com.au Mon Dec 17 22:46:06 2007 From: cshort at n6.com.au (Christopher Short) Date: Mon, 17 Dec 2007 19:46:06 -0800 Subject: [rt-users] wiki error? SetCorresponderAsCC Message-ID: <415AD65C134E3F4FA0B4D06C88D63F300798A14F3D@EXVMBX015-3.exch015.msoutlookonline.net> I've just started using the SetCorresponderAsCC scrip contribution which can be found at http://wiki.bestpractical.com/view/SetCorresponderAsCC I thought it was a bit strange that it didn't check to see whether Corresponders were Owners, but in a post to this list in October, I see that this script did have that check previously. http://www.gossamer-threads.com/lists/rt/users/69130 Is there some reason why this check was inappropriate enough to be removed from the wiki? Christopher Short Nexus6 Software P/L Suite 1/3 St David St Fitzroy Vic 3065 Email: cshort at n6.com.au Ph: +61 3 9419 1922 Fax: +61 3 9486 9712 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tyler.shen at vicscouts.asn.au Tue Dec 18 02:54:43 2007 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Tue, 18 Dec 2007 18:54:43 +1100 Subject: [rt-users] forward an email Message-ID: <1197964483.16593.35.camel@rt3.vicscouts.asn.au> Hi all, It occurred to us that some tickets are intended for some people not using RT. Is there anyway we can forward the original message to another email address and leave a record in RT? Thanks! Tyler From alvaro.munoz at hp.com Tue Dec 18 07:52:25 2007 From: alvaro.munoz at hp.com (Munoz, Alvaro) Date: Tue, 18 Dec 2007 13:52:25 +0100 Subject: [rt-users] Quey to match cf not filled Message-ID: <5230D735379C53489604251BE1B6DB6C025A1E72@esmexc02.emea.cpqcorp.net> Hi, Im trying to match all the tickets with a customfield not filled up. Im using this query but its not working. any hints? ( Status = 'open' AND Queue = 'Incidents' AND 'CF.{Report}' != '' ) Thanks in advance, Regards Alvaro -------------- next part -------------- An HTML attachment was scrubbed... URL: From gcecchi at peviani.it Tue Dec 18 08:52:25 2007 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Tue, 18 Dec 2007 14:52:25 +0100 Subject: R: [rt-users] Quey to match cf not filled Message-ID: from the gui? if you select a queue with a CF (at least in 3.6.5) and add it to your "current search" side, then inside the "add criteria" section you get at the bottom the CF where you can select: is (no value) that when you add translates at right side to AND 'CF.{Report}' IS 'NULL' On the contrary you can select "isn't" to get all the tickets with the CF filled up with something. HIH, Gianluca ________________________________ Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Munoz, Alvaro Inviato: marted? 18 dicembre 2007 13.52 A: RT Users Oggetto: [rt-users] Quey to match cf not filled Hi, Im trying to match all the tickets with a customfield not filled up. Im using this query but its not working. any hints? ( Status = 'open' AND Queue = 'Incidents' AND 'CF.{Report}' != '' ) Thanks in advance, Regards Alvaro -------------- next part -------------- An HTML attachment was scrubbed... URL: From jb at smarterliving.com Tue Dec 18 12:56:56 2007 From: jb at smarterliving.com (JB Segal) Date: Tue, 18 Dec 2007 12:56:56 -0500 Subject: [rt-users] CFs in Templates? In-Reply-To: <20071215002709.GE3612@smartertravelmedia.com> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> <20071213181504.GG30137@smartertravelmedia.com> <476194A3.5030800@lbl.gov> <20071213224305.GC32266@smartertravelmedia.com> <20071215000911.GD3612@smartertravelmedia.com> <20071215002709.GE3612@smartertravelmedia.com> Message-ID: <20071218175656.GN3612@smartertravelmedia.com> Status update: Due to some fine, fine IRC-based help, I've got this working - mostly. The problems were: $OUTPUT was being declared and dumped inside the loop, so nothing was ever being set, AND Then, at some point, I introduced 'CFName'... which is not the same as 'CFname'... which kept anything from working for quite a while. So what I have now, that mostly works is: RT-Attach-Message: yes { my @CFlist = ('Product', 'Application Area', 'Request Type', 'OK to Outsource', 'Secondary Status'); my $OUTPUT; foreach my $CFname (@CFlist) { my $CFvalues = $Ticket->CustomFieldValues($CFname); while ( my $value = $CFvalues->Next ) { $CFname =~ s/ /-/g; $OUTPUT .= "X-${CFname}: "; $OUTPUT .= (($value->Content ne '') ? $value->Content : 'unset'); $OUTPUT .= "\n"; } } $OUTPUT; } What's not working about this? A) Originally I had 'RT-Attach-Message: yes' at the bottom of this, with no blank line between the "$OUTPUT; }" and the "RT-Attach-Message: yes" and yet a blank line was being generated and the attachments weren't, well, attaching. B) I'm only getthing the 1st 2 CFs - 'Product', 'Application Area' - populated. Of the 5, they're the only 'Select Multiple' ones, the others are all 'Select One'. In discussions on IRC, it was suggested that I look at RT/Record.pm and how FirstCustomFieldValue and CustomFieldValues are generated. As near as _I_ can tell, FCFV simply calls CFV and returns the 1st value. This leaves me perplexed as to why I can't call CFV on a Select One and have it do the Right Thing(tm). If anyone has any further suggestions, I'd love to hear them. (The next expansion of this whole thing is the automatic inclusion of headers for all CFs appropriate for every given queue. Suggestions as to what I want to do there are totally welcome.) JB > Quoth JB Segal (jb at smarterliving.com): > > { my @CFlist = ('Product', 'Application Area'); > > foreach my $CFname (@CFlist) { > > my $CFvalues = $Ticket->CustomFieldValues($CFname); > > my $OUTPUT; > > while ( my $value = $CFvalues->Next ) { > > $CFName =~ s/ /-/g; > > $OUTPUT .= "X-$CFname: "; > > $OUTPUT .= ($value->Content eq '') ? $value->Content : 'unset'; > > $OUTPUT .= "\n"; > > } > > $OUTPUT; > > } > > } > > > > but this doesn't work. -- JB Segal 617-886-5575 www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com From christoffv at bercoexpress.co.za Tue Dec 18 13:43:50 2007 From: christoffv at bercoexpress.co.za (christoffv at bercoexpress.co.za) Date: Tue, 18 Dec 2007 20:43:50 +0200 Subject: [rt-users] New Ticket Command Line Message-ID: <20071218204350.7jhl7qbkwjxck4w8@webmail.bercoexpress.co.za> Hi all Thanks for a very good ticket system, currently busy testing and deploying it, so far very impressed. As you all know it is always difficult to deploy a new system to users. I want to use our current helpdesk front-end to populate the RT tickets. I was thinking of using a php front end with some fields and dropdown that will help with this. So far worked out to use the command line rt command to populate the most common fields. My question is how do you populate a custom field. This is what I am currenlty using, rt create -t ticket set requestor="me at company.com" set subject="urgent contact request" set queue=users set text="Help me very vinnig, ek soek vir babsie" set branch="JNB" Each time I run the command give give me an error, # branch: Unknown field. The branch is my customfield. I would really appriciate the help from anybody that can shed some light on this issue. Thanks a mil. Christoff -- The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of the individual or entity to whom it is addressed. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or any action taken or omitted in reliance on the contents of this information is strictly prohibited and may be unlawful. Whilst all reasonable steps are taken to ensure the accuracy and integrity of information and data transmitted electronically and to preserve the confidentiality thereof, the Berco Group and its associated business entities and/or units accept no liability or responsibility whatsoever if information or data is, for whatever reason, corrupted or does not reach its intended destination. From Millard.Matt at principal.com Tue Dec 18 14:25:47 2007 From: Millard.Matt at principal.com (Millard, Matt) Date: Tue, 18 Dec 2007 13:25:47 -0600 Subject: [rt-users] Remove requestor on create? Message-ID: I'm looking for a way to remove the requestor from server generated email tickets. These would be from "root at sys1.example.com" or "alom-admin at sys1000.example.com". Basically what I'm trying to prevent is any email getting sent back out of RT to a system that is simply going to bounce the email. Our servers don't accept incoming mail and bounce it back to Exchange. Any thoughts on how I could do this? I've looked through the wiki and didn't find anything like this. Matt -----Message Disclaimer----- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by reply email to Connect at principal.com and delete or destroy all copies of the original message and attachments thereto. Email sent to or from the Principal Financial Group or any of its member companies may be retained as required by law or regulation. Nothing in this message is intended to constitute an Electronic signature for purposes of the Uniform Electronic Transactions Act (UETA) or the Electronic Signatures in Global and National Commerce Act ("E-Sign") unless a specific statement to the contrary is included in this message. While this communication may be used to promote or market a transaction or an idea that is discussed in the publication, it is intended to provide general information about the subject matter covered and is provided with the understanding that The Principal is not rendering legal, accounting, or tax advice. It is not a marketed opinion and may not be used to avoid penalties under the Internal Revenue Code. You should consult with appropriate counsel or other advisors on all matters pertaining to legal, tax, or accounting obligations and requirements. From HelmuthRamirez at compupay.com Tue Dec 18 15:03:41 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Tue, 18 Dec 2007 15:03:41 -0500 Subject: [rt-users] New Ticket Command Line In-Reply-To: <20071218204350.7jhl7qbkwjxck4w8@webmail.bercoexpress.co.za> References: <20071218204350.7jhl7qbkwjxck4w8@webmail.bercoexpress.co.za> Message-ID: <7314881427FC8A4081673E8CEEA7924908565199@EXMIAMI01.compupay.com> It requires a different syntax From http://search.cpan.org/src/JESSE/RT-Extension-CommandByMail-0.05/README Custom field values Manage custom field values. Could be used multiple times. CustomField.{C}: AddCustomField.{C}: DelCustomField.{C}: Short forms: CF.{C}: AddCF.{C}: DelCF.{C}: -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of christoffv at bercoexpress.co.za Sent: Tuesday, December 18, 2007 1:44 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] New Ticket Command Line Hi all Thanks for a very good ticket system, currently busy testing and deploying it, so far very impressed. As you all know it is always difficult to deploy a new system to users. I want to use our current helpdesk front-end to populate the RT tickets. I was thinking of using a php front end with some fields and dropdown that will help with this. So far worked out to use the command line rt command to populate the most common fields. My question is how do you populate a custom field. This is what I am currenlty using, rt create -t ticket set requestor="me at company.com" set subject="urgent contact request" set queue=users set text="Help me very vinnig, ek soek vir babsie" set branch="JNB" Each time I run the command give give me an error, # branch: Unknown field. The branch is my customfield. I would really appriciate the help from anybody that can shed some light on this issue. Thanks a mil. Christoff -- The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of the individual or entity to whom it is addressed. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or any action taken or omitted in reliance on the contents of this information is strictly prohibited and may be unlawful. Whilst all reasonable steps are taken to ensure the accuracy and integrity of information and data transmitted electronically and to preserve the confidentiality thereof, the Berco Group and its associated business entities and/or units accept no liability or responsibility whatsoever if information or data is, for whatever reason, corrupted or does not reach its intended destination. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From mike.gracy at mypointscorp.com Tue Dec 18 15:01:42 2007 From: mike.gracy at mypointscorp.com (Mike Gracy) Date: Tue, 18 Dec 2007 12:01:42 -0800 Subject: [rt-users] Not sure what is wrong with rt-mailgate In-Reply-To: <4766D7B5.2020802@mypointscorp.com> References: <4766D7B5.2020802@mypointscorp.com> Message-ID: <47682726.2010607@mypointscorp.com> I think I have a little more info to go on with this problem. I found this in httpd/access_log 127.0.0.1 - - [18/Dec/2007:11:26:13 -0800] "POST /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 3168 "-" "libwww-perl/5.808" I plugged the url path into my rt server via browser and got back: RT/3.6.5 401 Credentials required Did a little searching on Google and found this listserv archine: http://perl.apache.org/mail/modperl/200711 It talks about some changes in Auth.Type. I'm not an apache expert or perl expert, so I'm not sure how to interpet this. I'm thinking that I might need to regress from Apache 2.2 back to 1.3? What do most people run recent RT installations on? Mike Gracy wrote: > I get the same output in /var/log/maillog if I email the queue. > I'm thinking this might be a misconfiguration with the web server. Is > rt-mailgate calling something via the httpd service to input the ticket? > > [root at rt bin]# ./rt-mailgate --action correspond --queue General --url > http://rt.mypointscorp.com > From:mike.gracy at mypointscorp.com > Subject:This is a test > This is a test > . > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > %# BEGIN BPS TAGGED BLOCK {{{ > %# > %# COPYRIGHT: > %# > %# This software is Copyright (c) 1996-2007 Best Practical Solutions, LLC > %# > %# > %# (Except where explicitly superseded by other copyright notices) > %# > %# > %# LICENSE: > %# > %# This work is made available to you under the terms of Version 2 of > %# the GNU General Public License. A copy of that license should have > %# been provided with this software, but in any event can be snarfed > %# from www.gnu.org. > %# > %# This work is distributed in the hope that it will be useful, but > %# WITHOUT ANY WARRANTY; without even the implied warranty of > %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU > %# General Public License for more details. > %# > %# You should have received a copy of the GNU General Public License > %# along with this program; if not, write to the Free Software > %# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA > %# 02110-1301 or visit their web page on the internet at > %# http://www.gnu.org/copyleft/gpl.html. > %# > %# > %# CONTRIBUTION SUBMISSION POLICY: > %# > %# (The following paragraph is not intended to limit the rights granted > %# to you to modify and distribute this software under the terms of > %# the GNU General Public License and is only of importance to you if > %# you choose to contribute your changes and enhancements to the > %# community by submitting them to Best Practical Solutions, LLC.) > %# > %# By intentionally submitting any modifications, corrections or > %# derivatives to this work, or any other work intended for use with > %# Request Tracker, to Best Practical Solutions, LLC, you confirm that > %# you are the copyright holder for those contributions and you grant > %# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, > %# royalty-free, perpetual, license to use, copy, create derivative > %# works based on those contributions, and sublicense and distribute > %# those contributions and any derivatives thereof. > %# > %# END BPS TAGGED BLOCK }}} > <%flags> > inherit => undef # inhibit UTF8 conversion done in /autohandler > > <%ARGS> > $queue => 1 > $action => "correspond" > $ticket => undef > > <%init> > $m->comp('/Elements/Callback', _CallbackName => 'Pre', %ARGS); > use RT::Interface::Email (); # It's an exporter, but we don't care > $r->content_type('text/plain; charset=utf-8'); > $m->error_format('text'); > my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( \%ARGS ); > if ( $status == 1 ) { > $m->out('ok'); > if ( $Ticket->Id ) { > $m->out( 'Ticket: ' . ($Ticket->Id || '') ); > $m->out( 'Queue: ' . ($Ticket->QueueObj->Name || '') ); > $m->out( 'Owner: ' . ($Ticket->OwnerObj->Name || '') ); > $m->out( 'Status: ' . ($Ticket->Status || '') ); > $m->out( 'Subject: ' . ($Ticket->Subject || '') ); > $m->out( > 'Requestor: ' . ($Ticket->Requestors->MemberEmailAddressesAsString > || '') ); > } > } > else { > $RT::Logger->error( "Could not record email: " . $error ); > if ( $status == -75 ) { > $m->out( "temporary failure - " . $error ); > } > else { > $m->out( 'not ok - ' . $error ); > } > } > $m->abort(); > > From cbruning at publicinteractive.com Tue Dec 18 14:51:26 2007 From: cbruning at publicinteractive.com (Chris Bruning) Date: Tue, 18 Dec 2007 14:51:26 -0500 Subject: [rt-users] error: Can't call method "Content" on an undefined value at /usr/share/request-tracker3.6/html/Elements/MyRT line 75 Message-ID: <476824BE.5090101@publicinteractive.com> Currently running RT Version 3.4.1 and the MySQL 5.0 database (rt3) has been imported into the new 3.6.1 install. Install of 3.6.1 on a new debian-etch box using: apt-get install request-tracker3.6 and apt-get install rt3.6-apache2 Apache is up and running and can login with credentials that work with 3.4.1. I am aware that the upgrade scripts should solve this error but they are not and my patience is shot. Using a new MySQL database called "rtdb" works fine so I know the problem is with the upgrade. I am running the following upgrade scripts. #/usr/sbin/rt-setup-database-3.6 --action schema --datadir /etc/request-tracker3.6/upgrade/3.5.1/ --dba rt3 --dba-password "password"; /*Creating database schema. Couldn't find schema file for mysql */ /#usr/sbin/rt-setup-database-3.6 --action acl --datadir /etc/request-tracker3.6/upgrade/3.5.1/ --dba rt3 --dba-password "password"; /*Couldn't find ACLS for mysql in /etc/request-tracker3.6/upgrade/3.5.1/*/ /#usr/sbin/rt-setup-database-3.6 --action insert --datadir /etc/request-tracker3.6/upgrade/3.5.1/ --dba rt3 --dba-password "password"; /*Creating predefined searches...(Error: Internal Error: Couldn't execute the query 'INSERT INTO Attributes (ContentType, Creator, ObjectId, LastUpdatedBy, Created, Content, Description, LastUpdated, Name, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Duplicate entry '0' for key 1) (Error: Internal Error: Couldn't execute the query 'INSERT INTO Attributes (ContentType, Creator, ObjectId, LastUpdatedBy, Created, Content, Name, Description, LastUpdated, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Duplicate entry '0' for key 1) (Error: Internal Error: Couldn't execute the query 'INSERT INTO Attributes (ContentType, Creator, ObjectId, LastUpdatedBy, Created, Content, Name, Description, LastUpdated, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Duplicate entry '0' for key 1) done. Done setting up database content.*/ /*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('HomepageSettings'); 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*/ What am I missing? I would appreciate any assistance in troubleshooting this issue. Thanks. CBrew -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Dec 18 15:19:31 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 18 Dec 2007 15:19:31 -0500 Subject: [rt-users] Remove requestor on create? In-Reply-To: References: Message-ID: <47682B53.3070104@ucrwcu.rwc.uc.edu> You could set up a separate queue and not use an autoreply scrip. Millard, Matt wrote: > I'm looking for a way to remove the requestor from server generated > email tickets. These would be from "root at sys1.example.com" or > "alom-admin at sys1000.example.com". Basically what I'm trying to prevent > is any email getting sent back out of RT to a system that is simply > going to bounce the email. Our servers don't accept incoming mail and > bounce it back to Exchange. > > Any thoughts on how I could do this? I've looked through the wiki and > didn't find anything like this. > > Matt > > > -----Message Disclaimer----- > > This e-mail message is intended only for the use of the individual or > entity to which it is addressed, and may contain information that is > privileged, confidential and exempt from disclosure under applicable law. > If you are not the intended recipient, any dissemination, distribution or > copying of this communication is strictly prohibited. If you have > received this communication in error, please notify us immediately by > reply email to Connect at principal.com and delete or destroy all copies of > the original message and attachments thereto. Email sent to or from the > Principal Financial Group or any of its member companies may be retained > as required by law or regulation. > > Nothing in this message is intended to constitute an Electronic signature > for purposes of the Uniform Electronic Transactions Act (UETA) or the > Electronic Signatures in Global and National Commerce Act ("E-Sign") > unless a specific statement to the contrary is included in this message. > > While this communication may be used to promote or market a transaction > or an idea that is discussed in the publication, it is intended to provide > general information about the subject matter covered and is provided with > the understanding that The Principal is not rendering legal, accounting, > or tax advice. It is not a marketed opinion and may not be used to avoid > penalties under the Internal Revenue Code. You should consult with > appropriate counsel or other advisors on all matters pertaining to legal, > tax, or accounting obligations and requirements. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Tue Dec 18 15:20:49 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 18 Dec 2007 12:20:49 -0800 Subject: [rt-users] Remove requestor on create? In-Reply-To: References: Message-ID: <47682BA1.7090502@lbl.gov> Matt, I have set a few other fields before, but not the "Requestor". I think the condition should be like this: #---------------------------------------------------------------------------- # Custom condition: #---------------------------------------------------------------------------- # determine source of transaction my $trans; my $msgattr; $trans = $self->TransactionObj; return 0 unless $trans->Type eq "Create"; $msgattr = $trans->Message->First; return 0 unless $msgattr; return 1 if $msgattr->GetHeader('Received'); return 0; This will make sure the actor gets set ONLY if it is an email create. Then I would either set the TRANSACTION creator like this PREP code: #---------------------------------------------------------------------------- # Custom action preparation code: #---------------------------------------------------------------------------- # set Creator to ?Nobody? my $Trans = $self->TransactionObj; $Trans->SetCreatorId(10, 'Force'); return 1; maybe that should be "SetCreator" instead of "SetCreatorId"? OR you could change the Ticket Requestor like this cleanup code: #---------------------------------------------------------------------------- # Custom action preparation code: #---------------------------------------------------------------------------- return 1; #---------------------------------------------------------------------------- # Custom action cleanup code: #---------------------------------------------------------------------------- # set Requestor to ?Nobody? my $Ticket = $self->TicketObj; $Ticket->SetRequestor(10, 'Force'); return 1; I'm not sure I have the right object names for the actor "Creator" or "Requestor". That might have to change, but the logic and condition code should work. Hope this helps. Kenn LBNL On 12/18/2007 11:25 AM, Millard, Matt wrote: > I'm looking for a way to remove the requestor from server generated > email tickets. These would be from "root at sys1.example.com" or > "alom-admin at sys1000.example.com". Basically what I'm trying to prevent > is any email getting sent back out of RT to a system that is simply > going to bounce the email. Our servers don't accept incoming mail and > bounce it back to Exchange. > > Any thoughts on how I could do this? I've looked through the wiki and > didn't find anything like this. > > Matt > > > -----Message Disclaimer----- > > This e-mail message is intended only for the use of the individual or > entity to which it is addressed, and may contain information that is > privileged, confidential and exempt from disclosure under applicable law. > If you are not the intended recipient, any dissemination, distribution or > copying of this communication is strictly prohibited. If you have > received this communication in error, please notify us immediately by > reply email to Connect at principal.com and delete or destroy all copies of > the original message and attachments thereto. Email sent to or from the > Principal Financial Group or any of its member companies may be retained > as required by law or regulation. > > Nothing in this message is intended to constitute an Electronic signature > for purposes of the Uniform Electronic Transactions Act (UETA) or the > Electronic Signatures in Global and National Commerce Act ("E-Sign") > unless a specific statement to the contrary is included in this message. > > While this communication may be used to promote or market a transaction > or an idea that is discussed in the publication, it is intended to provide > general information about the subject matter covered and is provided with > the understanding that The Principal is not rendering legal, accounting, > or tax advice. It is not a marketed opinion and may not be used to avoid > penalties under the Internal Revenue Code. You should consult with > appropriate counsel or other advisors on all matters pertaining to legal, > tax, or accounting obligations and requirements. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Tue Dec 18 15:32:55 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 18 Dec 2007 12:32:55 -0800 Subject: [rt-users] CFs in Templates? In-Reply-To: <20071218175656.GN3612@smartertravelmedia.com> References: <20071213152948.GB30137@smartertravelmedia.com> <6.2.1.2.2.20071213084157.027a18c0@mail.sdsu.edu> <20071213170704.GE30137@smartertravelmedia.com> <6.2.3.4.2.20071213122851.0461db78@po14.mit.edu> <20071213181504.GG30137@smartertravelmedia.com> <476194A3.5030800@lbl.gov> <20071213224305.GC32266@smartertravelmedia.com> <20071215000911.GD3612@smartertravelmedia.com> <20071215002709.GE3612@smartertravelmedia.com> <20071218175656.GN3612@smartertravelmedia.com> Message-ID: <47682E77.4040600@lbl.gov> JB, "AND Then, at some point, I introduced 'CFName'... which is not the same as 'CFname'... which kept anything from working for quite a while." That's funny. I can't tell you how many times I've done that. I have a question on your CF values. This may seem dumb and I don't want to insult you, but does EACH of the CF's you are trying to set have (as one of the "defined" values) the value you are trying to set it to? For example, if you are trying to set CF-1 to "Wierd" and "Wierd" is NOT one of the values defined, I don't think it will work. I thought it just might be something you were overlooking and another set of eyes would help. The only other thing I can think of is that when I set several CF's to a value in a scrip, I make sure the STAGE is "TransactionBatch" and they all work fine. Hope this helps. Kenn LBNL On 12/18/2007 9:56 AM, JB Segal wrote: > Status update: Due to some fine, fine IRC-based help, I've got this > working - mostly. > > The problems were: > $OUTPUT was being declared and dumped inside the loop, so nothing was > ever being set, > AND Then, at some point, I introduced 'CFName'... which is not the same > as 'CFname'... which kept anything from working for quite a while. > > So what I have now, that mostly works is: > RT-Attach-Message: yes > { my @CFlist = ('Product', 'Application Area', 'Request Type', 'OK to Outsource', 'Secondary Status'); > my $OUTPUT; > foreach my $CFname (@CFlist) { > my $CFvalues = $Ticket->CustomFieldValues($CFname); > while ( my $value = $CFvalues->Next ) { > $CFname =~ s/ /-/g; > $OUTPUT .= "X-${CFname}: "; > $OUTPUT .= (($value->Content ne '') ? $value->Content : 'unset'); > $OUTPUT .= "\n"; > } } $OUTPUT; } > > What's not working about this? > > A) Originally I had 'RT-Attach-Message: yes' at the bottom of this, with > no blank line between the "$OUTPUT; }" and the "RT-Attach-Message: yes" > and yet a blank line was being generated and the attachments weren't, > well, attaching. > > B) I'm only getthing the 1st 2 CFs - 'Product', 'Application Area' - > populated. Of the 5, they're the only 'Select Multiple' ones, the others > are all 'Select One'. > > In discussions on IRC, it was suggested that I look at RT/Record.pm and > how FirstCustomFieldValue and CustomFieldValues are generated. As near > as _I_ can tell, FCFV simply calls CFV and returns the 1st value. > This leaves me perplexed as to why I can't call CFV on a Select One and > have it do the Right Thing(tm). > > If anyone has any further suggestions, I'd love to hear them. > > (The next expansion of this whole thing is the automatic inclusion of > headers for all CFs appropriate for every given queue. Suggestions as to > what I want to do there are totally welcome.) > > JB > >> Quoth JB Segal (jb at smarterliving.com): >>> { my @CFlist = ('Product', 'Application Area'); >>> foreach my $CFname (@CFlist) { >>> my $CFvalues = $Ticket->CustomFieldValues($CFname); >>> my $OUTPUT; >>> while ( my $value = $CFvalues->Next ) { >>> $CFName =~ s/ /-/g; >>> $OUTPUT .= "X-$CFname: "; >>> $OUTPUT .= ($value->Content eq '') ? $value->Content : 'unset'; >>> $OUTPUT .= "\n"; >>> } >>> $OUTPUT; >>> } >>> } >>> >>> but this doesn't work. > -- > JB Segal 617-886-5575 www.smartertravel.com > Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com > Smarter Travel Media LLC Boston, MA 02129 www.tripmania.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From jrivel at contextweb.com Tue Dec 18 15:37:59 2007 From: jrivel at contextweb.com (Josh Rivel) Date: Tue, 18 Dec 2007 15:37:59 -0500 Subject: [rt-users] Email reply to existing ticket opens up new ticket (not expectedbehaviour) Message-ID: <1198010279.17896.12.camel@jrivelw2> Hello- I upgraded our ticketing system from RT-3.4.5 on RedHat 9 to Rt-3.6.5 on Ubuntu Server 7.10 yesterday. Everything is working fine, including RTFM integration. However, when a ticket is created, either via the webui or via an email request, any additional replies to that ticket will open up a new ticket. This was not the behaviour with the older system. We are using a MS Exchange email server, and using fetchmail on the Ubuntu server to fetch the messages from the exchange server once a minute. I installed and compiled RT and RTFM from source and did not use the ubuntu packages for them. Fetchmail is the one from Ubuntu. Server is a Pentium 4 2.80Ghz CPU, 1gb of RAM, 80gb HD ubuntu 7.10, up to date vi apt-get update && apt-get upgrade fetchmail version 6.3.8+GSS+NTLM+SDPS+SSL+NLS+KRB5 perl 5.8.8 apache 2.2.4 mysql 5.0.45-Debian_1ubuntu3-log Nothing odd in the apache log files or mail server log files. Here is a snippet from /root/.fetchmailrc (All usernames and password are correct) username ProdUpdate-rt at cwebprojects.com password 'password' mda "/opt/rt3/bin/rt-mailgate --queue 'Production Updates' --action correspond --url http://ticketing.contextweb.corp" username ProdUpdate-rt-comments at cwebprojects.com password 'password' mda "/opt/rt3/bin/rt-mailgate --queue 'Production Updates' --action comment --url http://ticketing.contextweb.corp" (Sorry for the wordwrap) I am using LDAP authentication as well and that's working without any issues. I'll be glad to provide any additional files as needed, thanks. Josh -------------- next part -------------- An HTML attachment was scrubbed... URL: From migrivera at centennialpr.com Tue Dec 18 23:57:09 2007 From: migrivera at centennialpr.com (Miguel A. Rivera Rivera) Date: Wed, 19 Dec 2007 00:57:09 -0400 Subject: [rt-users] RTFM WikiText Format Toolbar Message-ID: Wanted to integrate a simple way to format the "WikiText" Custom field in RTFM. ------------------------------------------------------------------------ Copy: /opt/rt3/share/html/Elements/EditCustomFieldWikitext to /opt/rt3/local/html/Elements/EditCustomFieldWikitext Edit: /opt/rt3/local/html/Elements/EditCustomFieldWikitext Add before "% while": % my $wiki_textarea_value = $NamePrefix .$CustomField->id .'-Values'; % my $wiki_format_toolbar = qq( %
% % % % % % % % %
% ); % print $wiki_format_toolbar; Add in both "textarea" tags: ------------------------------------------------------------------------ Copy: /opt/rt3/share/html/RTFM/Article/Edit.html to /opt/rt3/local/html/RTFM/Article/Edit.html Add before "form": ------------------------------------------------------------------------ Miguel Rivera -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexander.gruber at abaton.at Wed Dec 19 03:22:26 2007 From: alexander.gruber at abaton.at (Alexander Rudolf Gruber) Date: Wed, 19 Dec 2007 09:22:26 +0100 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. Message-ID: <4768D4C2.6070405@abaton.at> *Hi Everyone, * I've got a serious problem with our RT installation, which has worked smoothly for over 6 months and then stopped sending emails (any kind of emails: corresponcende, cc, owner change notifications etc.) The weird thing is that there where no prior changes in queues, no new users and no modification of rights. I've looked through the mailing archives of this list and found some postings of similar problems but could not derive a solution for my case. Here is a short snippet from /var/log/messages: (The actual requester was replaced with "someuser at someplace.net") Dec 17 16:44:53 rt RT: Ticket 450 created in queue 'Support' by someuser at someplace.net (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755) Dec 17 16:45:02 rt RT: #450/6567 - Scrip 2 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 17 16:45:02 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution (s///) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617. (/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617) Dec 17 16:45:50 rt RT: #450/6569 - Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 17 16:45:50 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) Dec 17 16:45:50 rt RT: #450/6569 - Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 17 16:45:50 rt RT: #450/6569 - Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 17 16:45:50 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) Dec 17 16:45:50 rt RT: #450/6569 - Scrip 15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 17 16:45:50 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) Global scrips: /(no value)/ On Correspond Open Tickets with template Blank /(no value)/ On Owner Change Notify Owner with template Transaction /(no value)/ On Create Notify AdminCcs with template Transaction /(no value)/ On Correspond Notify AdminCcs with template Admin Correspondence /(no value)/ On Correspond Notify Requestors and Ccs with template Correspondence /(no value)/ On Correspond Notify Other Recipients with template Correspondence /(no value)/ On Comment Notify AdminCcs as Comment with template Admin Comment /(no value)/ On Comment Notify Other Recipients as Comment with template Correspondence /(no value)/ On Correspond Notify Owner with template Correspondence Queue-Scrips: Scrips which apply to all queues * /(Scrip #1)/ On Correspond Open Tickets with template Blank * /(Scrip #2)/ On Owner Change Notify Owner with template Transaction * /(Scrip #4)/ On Create Notify AdminCcs with template Transaction * /(Scrip #5)/ On Correspond Notify AdminCcs with template Admin Correspondence * /(Scrip #6)/ On Correspond Notify Requestors and Ccs with template Correspondence * /(Scrip #7)/ On Correspond Notify Other Recipients with template Correspondence * /(Scrip #8)/ On Comment Notify AdminCcs as Comment with template Admin Comment * /(Scrip #9)/ On Comment Notify Other Recipients as Comment with template Correspondence * /(Scrip #15)/ On Correspond Notify Owner with template Correspondence Current Scrips /(No scrips)/ Templates: *Blank* A blank template *Transaction* Default transaction template RT-Attach-Message: yes {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. Transaction: {$Transaction->Description} Queue: {$Ticket->QueueObj->Name} Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"} Owner: {$Ticket->OwnerObj->Name} Requestors: {$Ticket->RequestorAddresses} Status: {$Ticket->Status} Ticket id} > {$Transaction->Content()} *Admin Correspondence* Default admin correspondence template RT-Attach-Message: yes id} > {$Transaction->Content()} *Correspondence* Default correspondence template RT-Attach-Message: yes {$Transaction->Content()} *Admin Comment* Default admin comment template Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject); $s =~ s/\[Comment\]//g; $comment =~ s/^Re//i; $s;} {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} This is a comment. It is not sent to the Requestor(s): {$Transaction->Content()} *Status Change* Ticket status changed Subject: Status Changed to: {$Transaction->NewValue} {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} {$Transaction->Content()} The ticked connected to the message log: History Display mode: Brief headers ? Full headers # Mon Dec 17 16:44:53 2007 someuser at someplace.net - Ticket created [Reply ] [Comment ] Subject: Request-Tracker Test Date: Mon, 17 Dec 2007 16:44:09 +0100 To: support at abaton.at From: Someuser Download (untitled) [text/plain 65b] Hallo, ein weiterer Test des Request-Trackers. l.G. Alexander # Mon Dec 17 16:45:02 2007 gruber - Taken # Mon Dec 17 16:45:50 2007 gruber - Correspondence added [Reply ] [Comment ] Download (untitled) [text/plain 175b] Antwort ?ber Reply. l.G. Alexander On Mon Dec 17 16:44:53 2007, someuser at someplace.net wrote: > Hallo, > > ein weiterer Test des Request-Trackers. > > l.G. > Alexander > # Mon Dec 17 16:45:50 2007 RT_System - Status changed from 'new' to 'open' # Mon Dec 17 16:46:45 2007 gruber - Correspondence added [Reply ] [Comment ] Download (untitled) [text/plain 11b] Antwort #2. # Mon Dec 17 16:48:46 2007 gruber - Correspondence added [Reply ] [Comment ] Download (untitled) [text/plain 8b] Test #3. # Mon Dec 17 16:52:20 2007 root - Correspondence added [Reply ] [Comment ] Download (untitled) [text/plain 7b] Test #4 Note: There are no outgoing mails recorded here. If I reply to Test #4 I get the following: This message will be sent to... /(Check boxes to disable notifications to the listed recipients)/ On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Requestors and Ccs with template Correspondence * *To*: someone at someplace.net On Correspond Notify Other Recipients with template Correspondence On Correspond Notify Owner with template Correspondence * *To*: alexander.gruber at abaton.at Messages about this ticket will not be sent to... /(Check boxes to enable notifications to the listed recipients)/ -> Still there is no email sent. Additional information: Last week I found a posting in a forum / mailing list - archive concerning the message: No recipients found. Not sending. And an actual reply from the poster, stating that he did not have the "organization" set to the DNS name of the host and that this was the problem. I had a look and found that this was also the case here, so I changed the value to the correct setting. Afterwards it *looked* like the problem was solved - after restarting the apache2 service I was able to successfully test the system and it was sending mails. Today it stoped sending mails again and all my tests yielded the same results as before. RT_SiteConfig.pm: # RT_SiteConfig.pm # # These are the bits you absolutely *must* edit. # # To find out how, please read # /usr/share/doc/request-tracker3.6/NOTES.Debian # THE BASICS: Set($rtname, 'abaton'); Set($Organization, 'rt.abaton.at'); Set($CorrespondAddress , 'support at abaton.at'); Set($CommentAddress , 'support-comment at abaton.at'); Set($Timezone , 'Europe/Vienna'); # obviously choose what suits you # THE DATABASE: Set($DatabaseType, 'mysql'); # e.g. Pg or mysql # These are the settings we used above when creating the RT database, # you MUST set these to what you chose in the section above. Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , '******'); Set($DatabaseName , 'rtdb'); # THE WEBSERVER: Set($WebPath , "/rt"); Set($WebBaseURL , "http://192.168.1.213"); # By default, RT sets the outgoing mail's "From:" header to # "SenderName via RT". Setting this option to 0 disables it. Set($UseFriendlyFromLine , 1); # sprintf() format of the friendly 'From:' header; its arguments # are SenderName and SenderEmailAddress. Set($FriendlyFromLineFormat , "\"%s\" <%s>"); Set($LogoURL , $WebImagesURL . "abaton_logo.gif"); 1; Rights: * There are no rights granted on user-level. * I've granted redundant CreateTicket / ReplyToTicket rights (Everyone has those so the rest is quite an overkill - that was just to be sure ... but did not help) * Rights are set on group-level: Unprivileged / Everyone / Privileged / Requestor Current rights /(Check box to revoke right)/ CreateTicket ReplyToTicket Note: Abaton is the group that all support-members are part of. Abaton Current rights /(Check box to revoke right)/ AdminCustomField AdminUsers AssignCustomFields CommentOnTicket ModifyACL ModifyCustomField ModifySelf SeeCustomField ShowACL ShowConfigTab WatchAsAdminCc Queue - GroupRights (All queues have the same setup): Everyone Current rights /(Check box to revoke right)/ CreateTicket ReplyToTicket Owner Current rights /(Check box to revoke right)/ ModifyTicket Requestor Current rights /(Check box to revoke right)/ ReplyToTicket ShowTicket Note: Support is the group that handles the queue support. Support Current rights /(Check box to revoke right)/ AssignCustomFields CommentOnTicket CreateTicket DeleteTicket ModifyACL ModifyQueueWatchers ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowACL ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Watch WatchAsAdminCc ------------------------------------------------------------------------ If anyone has any idea how to get that thing working in a stable way again I'd be very happy as I've been tinkering around with the system for a very long time now. Thanks in advance! Alexander R. Gruber -- ______________________________________ Alexander Rudolf Gruber abaton EDV-Dienstleistungs GmbH ______________________________________ Wielandgasse 14-16/IV/B11 A-8010 Graz Mariahilfer Stra?e 1d/13 A-1060 Wien LG f. ZRS Graz, FN202006v, ATU52569000 Tel: +43 (0) 316/817 896-0 Fax: DW 70 www.abaton.at alexander.gruber at abaton.at From theillien at yahoo.com Wed Dec 19 06:42:56 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 19 Dec 2007 06:42:56 -0500 Subject: [rt-users] Strange Shredder/MySQL Behaviour Message-ID: <476903C0.5030505@yahoo.com> For the past week I've been cleaning out our user cache to eliminate orphaned "users" created by since deleted spam. Looking in var/data/RTx-Shredder I see the .sql files created during these Shredder runs so I would expect to see users which I've already removed within these files. However, this isn't the case. After an instance of Shredder completes, I go back to continue my task and find the same users are, again, in the list. In order to make sure I'm not doing anything wrong I've removed some of these users in small batches of one to 10 and reloaded to see if they have been removed. The page reload after Shredder completes indicates that they have been taken out. I've then grep'ed the files created for the users I had removed and sure enough, there they were in the .sql files. However, after a significant period of time (the last instance completed sometime yesterday afternoon and I'm looking at it again for the first time at 6am) the users I removed are once again in the list. I've also cleared out my browser cache to make sure it wasn't loading an old version of the page. The settings which I'm using for the Users plugin: Limit: 1700 status: any name: email: replace_relations: user_name no_tickets: 1 (I've tried leaving this blank as well with the same results) What the crap is happening here? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From JoopvandeWege at mococo.nl Wed Dec 19 06:55:51 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Wed, 19 Dec 2007 12:55:51 +0100 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: <4768D4C2.6070405@abaton.at> References: <4768D4C2.6070405@abaton.at> Message-ID: <476906C7.3040904@mococo.nl> Alexander Rudolf Gruber wrote: > *Hi Everyone, > * > I've got a serious problem with our RT installation, which has worked > smoothly for over 6 months and then stopped sending emails (any kind > of emails: corresponcende, cc, owner change notifications etc.) > > The weird thing is that there where no prior changes in queues, no new > users and no modification of rights. > > I've looked through the mailing archives of this list and found some > postings of similar problems but could not derive a solution for my case. Can you send email (directly using either sendmail or what you have installed) from that box to the in RT indicated recipients? This will indicate whether RT or the system/mail is at fault. Further: disk full?, mail relaying?, just the obvious. Joop From sfructus at asset-control.com Wed Dec 19 08:45:34 2007 From: sfructus at asset-control.com (sfructus at asset-control.com) Date: Wed, 19 Dec 2007 14:45:34 +0100 Subject: [rt-users] RTFM subscribe option Message-ID: what I would like to add in RTFM is the possibility to subscribe somewhere by giving my email address and to receive an email each time a new article is written or an article is modified. Is there an out of the box solution ? Thanks Stephane -------------- next part -------------- An HTML attachment was scrubbed... URL: From konstantinn at parallels.com Wed Dec 19 08:53:52 2007 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Wed, 19 Dec 2007 16:53:52 +0300 Subject: [rt-users] Strange Shredder/MySQL Behaviour In-Reply-To: <476903C0.5030505@yahoo.com> References: <476903C0.5030505@yahoo.com> Message-ID: <7901A535B99ED848BAC76AE67185C5AF8BC0FA2F7B@msk-exch1.sw.swsoft.com> Mason cache? Are the shredded records still in database? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder Sent: Wednesday, December 19, 2007 2:43 PM To: rt-users at lists.fsck.com Subject: [rt-users] Strange Shredder/MySQL Behaviour For the past week I've been cleaning out our user cache to eliminate orphaned "users" created by since deleted spam. Looking in var/data/RTx-Shredder I see the .sql files created during these Shredder runs so I would expect to see users which I've already removed within these files. However, this isn't the case. After an instance of Shredder completes, I go back to continue my task and find the same users are, again, in the list. In order to make sure I'm not doing anything wrong I've removed some of these users in small batches of one to 10 and reloaded to see if they have been removed. The page reload after Shredder completes indicates that they have been taken out. I've then grep'ed the files created for the users I had removed and sure enough, there they were in the .sql files. However, after a significant period of time (the last instance completed sometime yesterday afternoon and I'm looking at it again for the first time at 6am) the users I removed are once again in the list. I've also cleared out my browser cache to make sure it wasn't loading an old version of the page. The settings which I'm using for the Users plugin: Limit: 1700 status: any name: email: replace_relations: user_name no_tickets: 1 (I've tried leaving this blank as well with the same results) What the crap is happening here? -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From sturner at MIT.EDU Wed Dec 19 10:22:50 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 19 Dec 2007 10:22:50 -0500 Subject: [rt-users] Remove requestor on create? In-Reply-To: <47682BA1.7090502@lbl.gov> References: <47682BA1.7090502@lbl.gov> Message-ID: <6.2.3.4.2.20071219101955.045a0740@po14.mit.edu> At Tuesday 12/18/2007 03:20 PM, Kenneth Crocker wrote: ># set Creator to "Nobody" > >$Trans->SetCreatorId(10, 'Force'); Kenn, I know this is picky, but it's probably better to use $RT::Nobody->Id than 10 - there's no guarantee that the Nobody Id will always be 10 in the future. Plus it makes the code a bit more self-commenting. Steve From rfh at pipex.net Wed Dec 19 10:59:26 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 19 Dec 2007 15:59:26 +0000 Subject: [rt-users] Remove requestor on create? In-Reply-To: <47682BA1.7090502@lbl.gov> References: <47682BA1.7090502@lbl.gov> Message-ID: <47693FDE.2090908@pipex.net> Hi; I don't think there is a need to change the creator to "Nobody", I think for Matt's purposes just remove the requester, I have the following global scrip working for me: Condition : On Create User defined Action , prep code : return 1; clean up code: $self->TicketObj->DeleteWatcher(Type => 'Requestor', Email =>'emailaddress you want to remove') ; return 1; You can add if's if you want to be specific but if RT does not match the email address it moves on. Regards; Roy Kenneth Crocker wrote: > Matt, > > > I have set a few other fields before, but not the "Requestor". I > think the condition should be like this: > > #---------------------------------------------------------------------------- > > # Custom condition: > #---------------------------------------------------------------------------- > > > # determine source of transaction > > my $trans; > my $msgattr; > > $trans = $self->TransactionObj; > return 0 unless $trans->Type eq "Create"; > $msgattr = $trans->Message->First; > return 0 unless $msgattr; > return 1 if $msgattr->GetHeader('Received'); > return 0; > > > This will make sure the actor gets set ONLY if it is an email > create. Then I would either set the TRANSACTION creator like this PREP > code: > > #---------------------------------------------------------------------------- > > # Custom action preparation code: > #---------------------------------------------------------------------------- > > > # set Creator to ?Nobody? > > my $Trans = $self->TransactionObj; > $Trans->SetCreatorId(10, 'Force'); > return 1; > > maybe that should be "SetCreator" instead of "SetCreatorId"? > > OR > > you could change the Ticket Requestor like this cleanup code: > > #---------------------------------------------------------------------------- > > # Custom action preparation code: > #---------------------------------------------------------------------------- > > > return 1; > > #---------------------------------------------------------------------------- > > # Custom action cleanup code: > #---------------------------------------------------------------------------- > > > # set Requestor to ?Nobody? > > my $Ticket = $self->TicketObj; > $Ticket->SetRequestor(10, 'Force'); > return 1; > > > I'm not sure I have the right object names for the actor "Creator" > or "Requestor". That might have to change, but the logic and condition > code should work. Hope this helps. > > > Kenn > LBNL > > > On 12/18/2007 11:25 AM, Millard, Matt wrote: >> I'm looking for a way to remove the requestor from server generated >> email tickets. These would be from "root at sys1.example.com" or >> "alom-admin at sys1000.example.com". Basically what I'm trying to prevent >> is any email getting sent back out of RT to a system that is simply >> going to bounce the email. Our servers don't accept incoming mail and >> bounce it back to Exchange. >> Any thoughts on how I could do this? I've looked through the wiki and >> didn't find anything like this. >> >> Matt >> >> >> -----Message Disclaimer----- >> >> This e-mail message is intended only for the use of the individual or >> entity to which it is addressed, and may contain information that is >> privileged, confidential and exempt from disclosure under applicable >> law. >> If you are not the intended recipient, any dissemination, >> distribution or >> copying of this communication is strictly prohibited. If you have >> received this communication in error, please notify us immediately by >> reply email to Connect at principal.com and delete or destroy all copies of >> the original message and attachments thereto. Email sent to or from the >> Principal Financial Group or any of its member companies may be retained >> as required by law or regulation. >> >> Nothing in this message is intended to constitute an Electronic >> signature >> for purposes of the Uniform Electronic Transactions Act (UETA) or the >> Electronic Signatures in Global and National Commerce Act ("E-Sign") >> unless a specific statement to the contrary is included in this message. >> >> While this communication may be used to promote or market a transaction >> or an idea that is discussed in the publication, it is intended to >> provide >> general information about the subject matter covered and is provided >> with >> the understanding that The Principal is not rendering legal, accounting, >> or tax advice. It is not a marketed opinion and may not be used to avoid >> penalties under the Internal Revenue Code. You should consult with >> appropriate counsel or other advisors on all matters pertaining to >> legal, >> tax, or accounting obligations and requirements. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, >> we'll take >> up to 20 percent off the price. This sale won't last long, so get in >> touch today. Email us at sales at bestpractical.com or call us at +1 >> 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Candelario at zoominfo.com Wed Dec 19 11:25:29 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 19 Dec 2007 11:25:29 -0500 Subject: [rt-users] Rt-remind error Message-ID: Hi, I'm trying to run rt-remind in my ticketing system and get the following error. >perl ./rtremind.pm Error syntax error at ./rtremind.pm line 42, near "my" Execution of ./rtremind.pm aborted due to compilation errors. This part of the rt-remind script is where it's having trouble: my(%map) = ( 'Nobody' => 'YOU at YOURDOMAIN', 'root' => 'YOU at YOURDOMAIN', 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); Any help would be greatly appreciated. Thanks, Bill -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Dec 19 11:27:34 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 19 Dec 2007 11:27:34 -0500 Subject: [rt-users] Rt-remind error In-Reply-To: References: Message-ID: <47694676.6020705@ucrwcu.rwc.uc.edu> Space after the my? Candelario, Bill wrote: > Hi, > > I'm trying to run rt-remind in my ticketing system and get the > following error. > > >perl ./rtremind.pm > > Error > syntax error at ./rtremind.pm line 42, near "my" > Execution of ./rtremind.pm aborted due to compilation errors. > > This part of the rt-remind script is where it's having trouble: > > my(%map) = ( > 'Nobody' => 'YOU at YOURDOMAIN' , > 'root' => 'YOU at YOURDOMAIN' , > 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN' > , > ); > Any help would be greatly appreciated. > > Thanks, > Bill > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Candelario at zoominfo.com Wed Dec 19 11:28:39 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 19 Dec 2007 11:28:39 -0500 Subject: [rt-users] Rt-remind error In-Reply-To: <47694676.6020705@ucrwcu.rwc.uc.edu> Message-ID: No, no space after my. -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Wednesday, December 19, 2007 11:28 AM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Rt-remind error Space after the my? Candelario, Bill wrote: > Hi, > > I'm trying to run rt-remind in my ticketing system and get the > following error. > > >perl ./rtremind.pm > > Error > syntax error at ./rtremind.pm line 42, near "my" > Execution of ./rtremind.pm aborted due to compilation errors. > > This part of the rt-remind script is where it's having trouble: > > my(%map) = ( > 'Nobody' => 'YOU at YOURDOMAIN' , > 'root' => 'YOU at YOURDOMAIN' , > 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN' > , > ); > Any help would be greatly appreciated. > > Thanks, > Bill > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial support: > sales 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.rosen at gmail.com Wed Dec 19 11:35:46 2007 From: andy.rosen at gmail.com (Andy Rosen) Date: Wed, 19 Dec 2007 11:35:46 -0500 Subject: [rt-users] Best Practices for RT Users Message-ID: <6951bfc40712190835q131c91d3g320147f49980644c@mail.gmail.com> Hello all - We're starting to deploy RT to more and more of our users, but are finding that their "etiquette" is horrible. While some of this can be related to email etiquette, I was curious if anyone had drafted a document specifically around RT etiquette? I've searched the rt-users archive but wasn't able to find anything. We're especially annoyed at people who respond via email clients and 'reply to all' and then leave the entire message body below their response. ;-) Thanks so much! -------------- next part -------------- An HTML attachment was scrubbed... URL: From csar at 123.com.sv Wed Dec 19 11:39:28 2007 From: csar at 123.com.sv (Cesar Amaya) Date: Wed, 19 Dec 2007 10:39:28 -0600 Subject: [rt-users] create mx record? Message-ID: <47694940.4010409@123.com.sv> Hello everyone, I am newbie at RT. I've been doing some research in some issues I still don't understand but I cannot find it out. My question is this: Do I have to add an MX record in the DNS pointing to my RT Server in order to receive the inbound mail for defaults accounts /rt/, and /rt-comment? / Thank you! Regards! From theillien at yahoo.com Wed Dec 19 11:47:48 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 19 Dec 2007 11:47:48 -0500 Subject: [rt-users] Strange Shredder/MySQL Behaviour In-Reply-To: <476903C0.5030505@yahoo.com> References: <476903C0.5030505@yahoo.com> Message-ID: <47694B34.9030007@yahoo.com> Just to hash this, I've just completed cleaning up more users and some of those that are causing this problem are once again in the list despite being specifically removed. Keep up with me and what I'm up to: http://theillien.blogspot.com Mathew Snyder wrote: > For the past week I've been cleaning out our user cache to eliminate orphaned > "users" created by since deleted spam. Looking in var/data/RTx-Shredder I see > the .sql files created during these Shredder runs so I would expect to see users > which I've already removed within these files. However, this isn't the case. > After an instance of Shredder completes, I go back to continue my task and find > the same users are, again, in the list. > > In order to make sure I'm not doing anything wrong I've removed some of these > users in small batches of one to 10 and reloaded to see if they have been > removed. The page reload after Shredder completes indicates that they have been > taken out. I've then grep'ed the files created for the users I had removed and > sure enough, there they were in the .sql files. However, after a significant > period of time (the last instance completed sometime yesterday afternoon and I'm > looking at it again for the first time at 6am) the users I removed are once > again in the list. > > I've also cleared out my browser cache to make sure it wasn't loading an old > version of the page. > > The settings which I'm using for the Users plugin: > Limit: 1700 > status: any > name: > email: > replace_relations: user_name > no_tickets: 1 (I've tried leaving this blank as well with the same results) > > What the crap is happening here? > From theillien at yahoo.com Wed Dec 19 12:31:35 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 19 Dec 2007 12:31:35 -0500 Subject: [rt-users] Strange Shredder/MySQL Behaviour In-Reply-To: <476903C0.5030505@yahoo.com> References: <476903C0.5030505@yahoo.com> Message-ID: <47695577.8030308@yahoo.com> More info: I've done a search for both Watcher Name and Watcher Email and found no tickets for which these users are associated. Additionally, the mysql log only indicates that the users were created. Not to what they were added as a watcher. Keep up with me and what I'm up to: http://theillien.blogspot.com From huws at s2s.ltd.uk Wed Dec 19 12:24:16 2007 From: huws at s2s.ltd.uk (Huw Selley) Date: Wed, 19 Dec 2007 17:24:16 +0000 Subject: [rt-users] Rt-remind error In-Reply-To: References: Message-ID: Hi Bill, That line is syntactically correct perl (with perl 5.8.8): huws at cli-237 ~ $ cat test.pl my(%map) = ( 'Nobody' => 'YOU at YOURDOMAIN', 'root' => 'YOU at YOURDOMAIN', 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); huws at cli-237 ~ $ huws at cli-237 ~ $ perl -c test.pl test.pl syntax OK I would have a look at the lines preceding that and check them for errors. Failing that run 'perl -c rtremind.pm' and see what the perl compiler thinks is wrong. Regards Huw On 19 Dec 2007, at Wednesday, 19 December 2007, 425PM, Candelario, Bill wrote: > Hi, > > I'm trying to run rt-remind in my ticketing system and get the > following > error. > >> perl ./rtremind.pm > > Error > syntax error at ./rtremind.pm line 42, near "my" > Execution of ./rtremind.pm aborted due to compilation errors. > > This part of the rt-remind script is where it's having trouble: > > my(%map) = ( > 'Nobody' => 'YOU at YOURDOMAIN', > 'root' => 'YOU at YOURDOMAIN', > 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', > ); > > Any help would be greatly appreciated. > > Thanks, > Bill > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, > we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com s2s company email disclaimer : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number : GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ Place of registration : England From Candelario at zoominfo.com Wed Dec 19 13:21:14 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 19 Dec 2007 13:21:14 -0500 Subject: [rt-users] Rt-remind error In-Reply-To: Message-ID: Thanks, Huw. The only line, besides the comments, that precedes this line is: use lib qw (C:\Program Files\OurInternet\Request Tracker\rt\lib\RT\Interface) I ran 'perl -c rtremind.pm' and came up with the same error message. Could it be that I have to define what this code is asking for? I.e. where it says YOU at YOURDOMAIN, I have to put my email address there. Thanks, Bill -----Original Message----- From: Huw Selley [mailto:huws at s2s.ltd.uk] Sent: Wednesday, December 19, 2007 12:24 PM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Rt-remind error Hi Bill, That line is syntactically correct perl (with perl 5.8.8): huws at cli-237 ~ $ cat test.pl my(%map) = ( 'Nobody' => 'YOU at YOURDOMAIN', 'root' => 'YOU at YOURDOMAIN', 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); huws at cli-237 ~ $ huws at cli-237 ~ $ perl -c test.pl test.pl syntax OK I would have a look at the lines preceding that and check them for errors. Failing that run 'perl -c rtremind.pm' and see what the perl compiler thinks is wrong. Regards Huw On 19 Dec 2007, at Wednesday, 19 December 2007, 425PM, Candelario, Bill wrote: > Hi, > > I'm trying to run rt-remind in my ticketing system and get the > following error. > >> perl ./rtremind.pm > > Error > syntax error at ./rtremind.pm line 42, near "my" > Execution of ./rtremind.pm aborted due to compilation errors. > > This part of the rt-remind script is where it's having trouble: > > my(%map) = ( > 'Nobody' => 'YOU at YOURDOMAIN', > 'root' => 'YOU at YOURDOMAIN', > 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); > > Any help would be greatly appreciated. > > Thanks, > Bill > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take up to 20 percent off the price. This sale won't last long, so get > in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com s2s company email disclaimer : http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number : GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ Place of registration : England From barnesaw at ucrwcu.rwc.uc.edu Wed Dec 19 13:27:30 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 19 Dec 2007 13:27:30 -0500 Subject: [rt-users] Rt-remind error In-Reply-To: References: Message-ID: <47696292.4070508@ucrwcu.rwc.uc.edu> Is there a semicolon at the end of that line? Candelario, Bill wrote: > Thanks, Huw. > > The only line, besides the comments, that precedes this line is: > > use lib qw (C:\Program Files\OurInternet\Request > Tracker\rt\lib\RT\Interface) > > I ran 'perl -c rtremind.pm' and came up with the same error message. > > Could it be that I have to define what this code is asking for? I.e. > where it says YOU at YOURDOMAIN, I have to put my email address there. > > Thanks, > Bill > > -----Original Message----- > From: Huw Selley [mailto:huws at s2s.ltd.uk] > Sent: Wednesday, December 19, 2007 12:24 PM > To: Candelario, Bill > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Rt-remind error > > Hi Bill, > > That line is syntactically correct perl (with perl 5.8.8): > > huws at cli-237 ~ $ cat test.pl > my(%map) = ( > 'Nobody' => 'YOU at YOURDOMAIN', > 'root' => 'YOU at YOURDOMAIN', > 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); > huws at cli-237 ~ $ > huws at cli-237 ~ $ perl -c test.pl > test.pl syntax OK > > I would have a look at the lines preceding that and check them for > errors. Failing that run 'perl -c rtremind.pm' and see what the perl > compiler thinks is wrong. > > Regards > Huw > > On 19 Dec 2007, at Wednesday, 19 December 2007, 425PM, Candelario, Bill > wrote: > > >> Hi, >> >> I'm trying to run rt-remind in my ticketing system and get the >> following error. >> >> >>> perl ./rtremind.pm >>> >> Error >> syntax error at ./rtremind.pm line 42, near "my" >> Execution of ./rtremind.pm aborted due to compilation errors. >> >> This part of the rt-remind script is where it's having trouble: >> >> my(%map) = ( >> 'Nobody' => 'YOU at YOURDOMAIN', >> 'root' => 'YOU at YOURDOMAIN', >> 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); >> >> Any help would be greatly appreciated. >> >> Thanks, >> Bill >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll >> > > >> take up to 20 percent off the price. This sale won't last long, so get >> > > >> in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > s2s company email disclaimer : > http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf > s2s company registration number : 3952958 > s2s VAT registration number : GB763132055 > Business premises : Ground Floor, Overline House, Crawley, > West Sussex, RH10 1JA > Registered address : 29 High Street, Crawley, West Sussex, > RH10 1BQ > Place of registration : England > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Candelario at zoominfo.com Wed Dec 19 13:29:44 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 19 Dec 2007 13:29:44 -0500 Subject: [rt-users] Rt-remind error In-Reply-To: <47696292.4070508@ucrwcu.rwc.uc.edu> Message-ID: There wasn't but when I added it, I got this error message: Can't locate RT/Interface/CLI.pm in @INC (@INC contains: C:\Program Files\OurInt ernet\Request Tracker\rt\lib\rt /usr/local/packages/rt/lib /usr/local/packages/r t/local/lib Tracker\rt\lib\RT\Interface C:/Program Files/OurInternet/Request Tra cker/perl/lib C:/Program Files/OurInternet/Request Tracker/perl/site/lib .) at . /rt-remind.pm line 120. BEGIN failed--compilation aborted at ./rt-remind.pm line 120. To me, this meant that it couldn't find the libraries. -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Wednesday, December 19, 2007 1:28 PM To: Candelario, Bill Cc: Huw Selley; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Rt-remind error Is there a semicolon at the end of that line? Candelario, Bill wrote: > Thanks, Huw. > > The only line, besides the comments, that precedes this line is: > > use lib qw (C:\Program Files\OurInternet\Request > Tracker\rt\lib\RT\Interface) > > I ran 'perl -c rtremind.pm' and came up with the same error message. > > Could it be that I have to define what this code is asking for? I.e. > where it says YOU at YOURDOMAIN, I have to put my email address there. > > Thanks, > Bill > > -----Original Message----- > From: Huw Selley [mailto:huws at s2s.ltd.uk] > Sent: Wednesday, December 19, 2007 12:24 PM > To: Candelario, Bill > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Rt-remind error > > Hi Bill, > > That line is syntactically correct perl (with perl 5.8.8): > > huws at cli-237 ~ $ cat test.pl > my(%map) = ( > 'Nobody' => 'YOU at YOURDOMAIN', > 'root' => 'YOU at YOURDOMAIN', > 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); > huws at cli-237 ~ $ > huws at cli-237 ~ $ perl -c test.pl > test.pl syntax OK > > I would have a look at the lines preceding that and check them for > errors. Failing that run 'perl -c rtremind.pm' and see what the perl > compiler thinks is wrong. > > Regards > Huw > > On 19 Dec 2007, at Wednesday, 19 December 2007, 425PM, Candelario, > Bill > wrote: > > >> Hi, >> >> I'm trying to run rt-remind in my ticketing system and get the >> following error. >> >> >>> perl ./rtremind.pm >>> >> Error >> syntax error at ./rtremind.pm line 42, near "my" >> Execution of ./rtremind.pm aborted due to compilation errors. >> >> This part of the rt-remind script is where it's having trouble: >> >> my(%map) = ( >> 'Nobody' => 'YOU at YOURDOMAIN', >> 'root' => 'YOU at YOURDOMAIN', >> 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); >> >> Any help would be greatly appreciated. >> >> Thanks, >> Bill >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, >> we'll >> > > >> take up to 20 percent off the price. This sale won't last long, so >> get >> > > >> in touch today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > > > s2s company email disclaimer : > http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf > s2s company registration number : 3952958 > s2s VAT registration number : GB763132055 > Business premises : Ground Floor, Overline House, Crawley, > West Sussex, RH10 1JA > Registered address : 29 High Street, Crawley, West Sussex, > RH10 1BQ > Place of registration : England > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From barnesaw at ucrwcu.rwc.uc.edu Wed Dec 19 13:45:13 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 19 Dec 2007 13:45:13 -0500 Subject: [rt-users] Rt-remind error In-Reply-To: References: Message-ID: <476966B9.4070803@ucrwcu.rwc.uc.edu> The semicolon was the syntax problem then. I find it interesting that the path you specify in the use statement isn't listed in @INC. At least not if it is case sensitive. Having never used Perl on Windows, I assume it is but can't say for sure. In any event, it is mixing C:\Program Files in with /usr/local/packages. Perhaps your path needs to be quoted there? Candelario, Bill wrote: > There wasn't but when I added it, I got this error message: > > Can't locate RT/Interface/CLI.pm in @INC (@INC contains: C:\Program > Files\OurInt > ernet\Request Tracker\rt\lib\rt /usr/local/packages/rt/lib > /usr/local/packages/r > t/local/lib Tracker\rt\lib\RT\Interface C:/Program > Files/OurInternet/Request Tra > cker/perl/lib C:/Program Files/OurInternet/Request Tracker/perl/site/lib > .) at . > /rt-remind.pm line 120. > BEGIN failed--compilation aborted at ./rt-remind.pm line 120. > > To me, this meant that it couldn't find the libraries. > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Wednesday, December 19, 2007 1:28 PM > To: Candelario, Bill > Cc: Huw Selley; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Rt-remind error > > Is there a semicolon at the end of that line? > > Candelario, Bill wrote: > >> Thanks, Huw. >> >> The only line, besides the comments, that precedes this line is: >> >> use lib qw (C:\Program Files\OurInternet\Request >> Tracker\rt\lib\RT\Interface) >> >> I ran 'perl -c rtremind.pm' and came up with the same error message. >> >> Could it be that I have to define what this code is asking for? I.e. >> where it says YOU at YOURDOMAIN, I have to put my email address there. >> >> Thanks, >> Bill >> >> -----Original Message----- >> From: Huw Selley [mailto:huws at s2s.ltd.uk] >> Sent: Wednesday, December 19, 2007 12:24 PM >> To: Candelario, Bill >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Rt-remind error >> >> Hi Bill, >> >> That line is syntactically correct perl (with perl 5.8.8): >> >> huws at cli-237 ~ $ cat test.pl >> my(%map) = ( >> 'Nobody' => 'YOU at YOURDOMAIN', >> 'root' => 'YOU at YOURDOMAIN', >> 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); >> huws at cli-237 ~ $ >> huws at cli-237 ~ $ perl -c test.pl >> test.pl syntax OK >> >> I would have a look at the lines preceding that and check them for >> errors. Failing that run 'perl -c rtremind.pm' and see what the perl >> compiler thinks is wrong. >> >> Regards >> Huw >> >> On 19 Dec 2007, at Wednesday, 19 December 2007, 425PM, Candelario, >> Bill >> wrote: >> >> >> >>> Hi, >>> >>> I'm trying to run rt-remind in my ticketing system and get the >>> following error. >>> >>> >>> >>>> perl ./rtremind.pm >>>> >>>> >>> Error >>> syntax error at ./rtremind.pm line 42, near "my" >>> Execution of ./rtremind.pm aborted due to compilation errors. >>> >>> This part of the rt-remind script is where it's having trouble: >>> >>> my(%map) = ( >>> 'Nobody' => 'YOU at YOURDOMAIN', >>> 'root' => 'YOU at YOURDOMAIN', >>> 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); >>> >>> Any help would be greatly appreciated. >>> >>> Thanks, >>> Bill >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, >>> we'll >>> >>> >> >> >>> take up to 20 percent off the price. This sale won't last long, so >>> get >>> >>> >> >> >>> in touch today. >>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >> >> s2s company email disclaimer : >> http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf >> s2s company registration number : 3952958 >> s2s VAT registration number : GB763132055 >> Business premises : Ground Floor, Overline House, >> > Crawley, > >> West Sussex, RH10 1JA >> Registered address : 29 High Street, Crawley, West >> > Sussex, > >> RH10 1BQ >> Place of registration : England >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll >> > > >> take up to 20 percent off the price. This sale won't last long, so get >> > in touch today. > >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> From Candelario at zoominfo.com Wed Dec 19 13:55:05 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 19 Dec 2007 13:55:05 -0500 Subject: [rt-users] Rt-remind error In-Reply-To: <476966B9.4070803@ucrwcu.rwc.uc.edu> Message-ID: I haven't used Perl in Windows either but am learning as I go. This is the tough part because I know on a Linux machine this would be a lot easier. According to some of the threads I've been reading, they said to include the path in the beginning when using windows. Not sure if this is the correct way. When I execute 'perl -V' I can see the default libraries for perl. How do I modify the default libraries? Maybe this is where the editing has to take place. -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Wednesday, December 19, 2007 1:45 PM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Rt-remind error The semicolon was the syntax problem then. I find it interesting that the path you specify in the use statement isn't listed in @INC. At least not if it is case sensitive. Having never used Perl on Windows, I assume it is but can't say for sure. In any event, it is mixing C:\Program Files in with /usr/local/packages. Perhaps your path needs to be quoted there? Candelario, Bill wrote: > There wasn't but when I added it, I got this error message: > > Can't locate RT/Interface/CLI.pm in @INC (@INC contains: C:\Program > Files\OurInt ernet\Request Tracker\rt\lib\rt > /usr/local/packages/rt/lib /usr/local/packages/r t/local/lib > Tracker\rt\lib\RT\Interface C:/Program Files/OurInternet/Request Tra > cker/perl/lib C:/Program Files/OurInternet/Request > Tracker/perl/site/lib > .) at . > /rt-remind.pm line 120. > BEGIN failed--compilation aborted at ./rt-remind.pm line 120. > > To me, this meant that it couldn't find the libraries. > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Wednesday, December 19, 2007 1:28 PM > To: Candelario, Bill > Cc: Huw Selley; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Rt-remind error > > Is there a semicolon at the end of that line? > > Candelario, Bill wrote: > >> Thanks, Huw. >> >> The only line, besides the comments, that precedes this line is: >> >> use lib qw (C:\Program Files\OurInternet\Request >> Tracker\rt\lib\RT\Interface) >> >> I ran 'perl -c rtremind.pm' and came up with the same error message. >> >> Could it be that I have to define what this code is asking for? I.e. >> where it says YOU at YOURDOMAIN, I have to put my email address there. >> >> Thanks, >> Bill >> >> -----Original Message----- >> From: Huw Selley [mailto:huws at s2s.ltd.uk] >> Sent: Wednesday, December 19, 2007 12:24 PM >> To: Candelario, Bill >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Rt-remind error >> >> Hi Bill, >> >> That line is syntactically correct perl (with perl 5.8.8): >> >> huws at cli-237 ~ $ cat test.pl >> my(%map) = ( >> 'Nobody' => 'YOU at YOURDOMAIN', >> 'root' => 'YOU at YOURDOMAIN', >> 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); >> huws at cli-237 ~ $ >> huws at cli-237 ~ $ perl -c test.pl >> test.pl syntax OK >> >> I would have a look at the lines preceding that and check them for >> errors. Failing that run 'perl -c rtremind.pm' and see what the perl >> compiler thinks is wrong. >> >> Regards >> Huw >> >> On 19 Dec 2007, at Wednesday, 19 December 2007, 425PM, Candelario, >> Bill >> wrote: >> >> >> >>> Hi, >>> >>> I'm trying to run rt-remind in my ticketing system and get the >>> following error. >>> >>> >>> >>>> perl ./rtremind.pm >>>> >>>> >>> Error >>> syntax error at ./rtremind.pm line 42, near "my" >>> Execution of ./rtremind.pm aborted due to compilation errors. >>> >>> This part of the rt-remind script is where it's having trouble: >>> >>> my(%map) = ( >>> 'Nobody' => 'YOU at YOURDOMAIN', >>> 'root' => 'YOU at YOURDOMAIN', >>> 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); >>> >>> Any help would be greatly appreciated. >>> >>> Thanks, >>> Bill >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, >>> we'll >>> >>> >> >> >>> take up to 20 percent off the price. This sale won't last long, so >>> get >>> >>> >> >> >>> in touch today. >>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >> >> s2s company email disclaimer : >> http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf >> s2s company registration number : 3952958 >> s2s VAT registration number : GB763132055 >> Business premises : Ground Floor, Overline House, >> > Crawley, > >> West Sussex, RH10 1JA >> Registered address : 29 High Street, Crawley, West >> > Sussex, > >> RH10 1BQ >> Place of registration : England >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, >> we'll >> > > >> take up to 20 percent off the price. This sale won't last long, so >> get >> > in touch today. > >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales 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 Dec 19 14:13:08 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 19 Dec 2007 11:13:08 -0800 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: <4768D4C2.6070405@abaton.at> References: <4768D4C2.6070405@abaton.at> Message-ID: <47696D44.7030701@lbl.gov> Alexander, IT could be that RT isn't getting to the User table for some reason. The error message isn't saying it can't find a function or some module isn't responding. It is just saying that it can't find a recipient. Since recipients are (usually) some form of user, I would look into the DataBase to see if the users ARE there and if they are, is the DB down OR has the password for RT to use the DB changed, etc. Hope this helps. Kenn LBNL On 12/19/2007 12:22 AM, Alexander Rudolf Gruber wrote: > *Hi Everyone, > * > I've got a serious problem with our RT installation, which has worked > smoothly for over 6 months and then stopped sending emails (any kind of > emails: corresponcende, cc, owner change notifications etc.) > > The weird thing is that there where no prior changes in queues, no new > users and no modification of rights. > > I've looked through the mailing archives of this list and found some > postings of similar problems but could not derive a solution for my case. > > > > Here is a short snippet from /var/log/messages: > > (The actual requester was replaced with "someuser at someplace.net") > > Dec 17 16:44:53 rt RT: Ticket 450 created in queue 'Support' by > someuser at someplace.net > (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755) > Dec 17 16:45:02 rt RT: > #450/6567 - Scrip 2 > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) > Dec 17 16:45:02 rt RT: > No recipients > found. Not sending. > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) > Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution (s///) > at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617. > (/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617) > Dec 17 16:45:50 rt RT: > #450/6569 - Scrip 5 > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) > Dec 17 16:45:50 rt RT: > No recipients > found. Not sending. > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) > Dec 17 16:45:50 rt RT: > #450/6569 - Scrip 6 > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) > Dec 17 16:45:50 rt RT: > #450/6569 - Scrip 7 > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) > Dec 17 16:45:50 rt RT: > No recipients > found. Not sending. > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) > Dec 17 16:45:50 rt RT: > #450/6569 - Scrip > 15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) > Dec 17 16:45:50 rt RT: > No recipients > found. Not sending. > (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) > > Global scrips: > > > /(no value)/ > > On Correspond Open Tickets with template Blank > /(no value)/ > > On Owner Change Notify Owner with template Transaction > /(no value)/ > > On Create Notify AdminCcs with template Transaction > /(no value)/ > > On Correspond Notify AdminCcs with template Admin Correspondence > /(no value)/ > > On Correspond Notify Requestors and Ccs with template Correspondence > /(no value)/ > > On Correspond Notify Other Recipients with template Correspondence > /(no value)/ > > On Comment Notify AdminCcs as Comment with template Admin Comment > /(no value)/ > > On Comment Notify Other Recipients as Comment with template Correspondence > /(no value)/ > > On Correspond Notify Owner with template Correspondence > > > > Queue-Scrips: > > > Scrips which apply to all queues > > * /(Scrip #1)/ > > On Correspond Open Tickets with template Blank > * /(Scrip #2)/ > > On Owner Change Notify Owner with template Transaction > * /(Scrip #4)/ > > On Create Notify AdminCcs with template Transaction > * /(Scrip #5)/ > > On Correspond Notify AdminCcs with template Admin Correspondence > * /(Scrip #6)/ > > On Correspond Notify Requestors and Ccs with template Correspondence > * /(Scrip #7)/ > > On Correspond Notify Other Recipients with template Correspondence > * /(Scrip #8)/ > > On Comment Notify AdminCcs as Comment with template Admin Comment > * /(Scrip #9)/ > > On Comment Notify Other Recipients as Comment with template > Correspondence > * /(Scrip #15)/ > > On Correspond Notify Owner with template Correspondence > > > Current Scrips > > /(No scrips)/ > > > Templates: > > > *Blank* > > A blank template > > *Transaction* > > Default transaction template > > RT-Attach-Message: yes > > > {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. > Transaction: {$Transaction->Description} > Queue: {$Ticket->QueueObj->Name} > Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject > given)"} > Owner: {$Ticket->OwnerObj->Name} > Requestors: {$Ticket->RequestorAddresses} > Status: {$Ticket->Status} > Ticket id} > > > > {$Transaction->Content()} > *Admin Correspondence* > > Default admin correspondence template > > RT-Attach-Message: yes > > > id} > > > {$Transaction->Content()} > *Correspondence* > > Default correspondence template > > RT-Attach-Message: yes > > {$Transaction->Content()} > *Admin Comment* > > Default admin comment template > > Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject); $s > =~ s/\[Comment\]//g; $comment =~ s/^Re//i; $s;} > > > {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > This is a comment. It is not sent to the Requestor(s): > > {$Transaction->Content()} > *Status Change* > > Ticket status changed > > Subject: Status Changed to: {$Transaction->NewValue} > > > {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} > > {$Transaction->Content()} > > > > The ticked connected to the message log: > > History Display mode: Brief headers ? Full headers > > # Mon > Dec 17 16:44:53 2007 someuser at someplace.net - Ticket created > [Reply > ] > [Comment > ] > > Subject: Request-Tracker Test > Date: Mon, 17 Dec 2007 16:44:09 +0100 > To: support at abaton.at > From: Someuser > > Download (untitled) > [text/plain 65b] > Hallo, > > ein weiterer Test des Request-Trackers. > > l.G. > Alexander > > # Mon > Dec 17 16:45:02 2007 gruber - Taken > > > # Mon > Dec 17 16:45:50 2007 gruber - Correspondence added > [Reply > ] > [Comment > ] > > > Download (untitled) > [text/plain 175b] > Antwort ?ber Reply. > > l.G. > Alexander > > On Mon Dec 17 16:44:53 2007, someuser at someplace.net wrote: > > Hallo, > > > > ein weiterer Test des Request-Trackers. > > > > l.G. > > Alexander > > > > # Mon > Dec 17 16:45:50 2007 RT_System - Status changed from 'new' to > 'open' > > > # Mon > Dec 17 16:46:45 2007 gruber - Correspondence added > [Reply > ] > [Comment > ] > > > Download (untitled) > [text/plain 11b] > Antwort #2. > > # Mon > Dec 17 16:48:46 2007 gruber - Correspondence added > [Reply > ] > [Comment > ] > > > Download (untitled) > [text/plain 8b] > Test #3. > > # Mon > Dec 17 16:52:20 2007 root - Correspondence added > [Reply > ] > [Comment > ] > > > Download (untitled) > [text/plain 7b] > Test #4 > > > Note: There are no outgoing mails recorded here. If I reply to Test #4 I > get the following: > > > This message will be sent to... > > /(Check boxes to disable notifications to the listed recipients)/ > > On Correspond Notify AdminCcs with template Admin Correspondence > > On Correspond Notify Requestors and Ccs with template Correspondence > > * *To*: someone at someplace.net > > > On Correspond Notify Other Recipients with template Correspondence > > On Correspond Notify Owner with template Correspondence > > * *To*: alexander.gruber at abaton.at > > > Messages about this ticket will not be sent to... > > /(Check boxes to enable notifications to the listed recipients)/ > > > -> Still there is no email sent. > > Additional information: > > Last week I found a posting in a forum / mailing list - archive > concerning the message: No recipients found. Not sending. > And an actual reply from the poster, stating that he did not have the > "organization" set to the DNS name of the host and that this was the > problem. I had a look and found that this was also the case here, so I > changed the value to the correct setting. Afterwards it *looked* like > the problem was solved - after restarting the apache2 service I was able > to successfully test the system and it was sending mails. > > Today it stoped sending mails again and all my tests yielded the same > results as before. > > RT_SiteConfig.pm: > > # RT_SiteConfig.pm > # > # These are the bits you absolutely *must* edit. > # > # To find out how, please read > # /usr/share/doc/request-tracker3.6/NOTES.Debian > > # THE BASICS: > > Set($rtname, 'abaton'); > Set($Organization, 'rt.abaton.at'); > > Set($CorrespondAddress , 'support at abaton.at'); > Set($CommentAddress , 'support-comment at abaton.at'); > > Set($Timezone , 'Europe/Vienna'); # obviously choose what suits you > > # THE DATABASE: > > Set($DatabaseType, 'mysql'); # e.g. Pg or mysql > > # These are the settings we used above when creating the RT database, > # you MUST set these to what you chose in the section above. > > Set($DatabaseUser , 'rtuser'); > Set($DatabasePassword , '******'); > Set($DatabaseName , 'rtdb'); > > # THE WEBSERVER: > > Set($WebPath , "/rt"); > Set($WebBaseURL , "http://192.168.1.213"); > > # By default, RT sets the outgoing mail's "From:" header to > # "SenderName via RT". Setting this option to 0 disables it. > > Set($UseFriendlyFromLine , 1); > > # sprintf() format of the friendly 'From:' header; its arguments > # are SenderName and SenderEmailAddress. > Set($FriendlyFromLineFormat , "\"%s\" <%s>"); > > Set($LogoURL , $WebImagesURL . "abaton_logo.gif"); > > 1; > > Rights: > > * There are no rights granted on user-level. > * I've granted redundant CreateTicket / ReplyToTicket rights > (Everyone has those so the rest is quite an overkill - that was > just to be sure ... but did not help) > * Rights are set on group-level: > > Unprivileged / Everyone / Privileged / Requestor > > > Current rights > > /(Check box to revoke right)/ > CreateTicket > ReplyToTicket > > > Note: Abaton is the group that all support-members are part of. > > Abaton > > > Current rights > > /(Check box to revoke right)/ > AdminCustomField > AdminUsers > AssignCustomFields > CommentOnTicket > ModifyACL > ModifyCustomField > ModifySelf > SeeCustomField > ShowACL > ShowConfigTab > WatchAsAdminCc > > Queue - GroupRights (All queues have the same setup): > > Everyone > > > Current rights > > /(Check box to revoke right)/ > CreateTicket > ReplyToTicket > > Owner > > > Current rights > > /(Check box to revoke right)/ > ModifyTicket > > > Requestor > > > Current rights > > /(Check box to revoke right)/ > ReplyToTicket > ShowTicket > > > Note: Support is the group that handles the queue support. > > Support > > > Current rights > > /(Check box to revoke right)/ > AssignCustomFields > CommentOnTicket > CreateTicket > DeleteTicket > ModifyACL > ModifyQueueWatchers > ModifyTicket > OwnTicket > ReplyToTicket > SeeQueue > ShowACL > ShowOutgoingEmail > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > WatchAsAdminCc > > ------------------------------------------------------------------------ > > If anyone has any idea how to get that thing working in a stable way > again I'd be very happy as I've been tinkering around with the system > for a very long time now. > > Thanks in advance! > > Alexander R. Gruber > From jesse at bestpractical.com Wed Dec 19 14:35:57 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 19 Dec 2007 14:35:57 -0500 Subject: [rt-users] RTFM subscribe option In-Reply-To: References: Message-ID: <20071219193557.GD9951@bestpractical.com> On Wed, Dec 19, 2007 at 02:45:34PM +0100, sfructus at asset-control.com wrote: > what I would like to add in RTFM is the possibility to subscribe somewhere > by giving my email address and to receive an email each time a new article > is written or an article is modified. > > Is there an out of the box solution ? Not yet. Patches are welcome > Thanks > > Stephane > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Dec 19 15:28:17 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 19 Dec 2007 12:28:17 -0800 Subject: [rt-users] Remove requestor on create? In-Reply-To: <6.2.3.4.2.20071219101955.045a0740@po14.mit.edu> References: <47682BA1.7090502@lbl.gov> <6.2.3.4.2.20071219101955.045a0740@po14.mit.edu> Message-ID: <47697EE1.7060606@lbl.gov> Stephan, Good point. I've only been using PERL for a little while here so some code I've just copied from others. You idea makes sense to me. Thanks. Kenn LBNL On 12/19/2007 7:22 AM, Stephen Turner wrote: > At Tuesday 12/18/2007 03:20 PM, Kenneth Crocker wrote: > >> # set Creator to "Nobody" >> >> $Trans->SetCreatorId(10, 'Force'); > > Kenn, > > I know this is picky, but it's probably better to use $RT::Nobody->Id > than 10 - there's no guarantee that the Nobody Id will always be 10 in > the future. Plus it makes the code a bit more self-commenting. > > Steve > From Candelario at zoominfo.com Wed Dec 19 15:50:41 2007 From: Candelario at zoominfo.com (Candelario, Bill) Date: Wed, 19 Dec 2007 15:50:41 -0500 Subject: [rt-users] Rt-remind error In-Reply-To: <476966B9.4070803@ucrwcu.rwc.uc.edu> Message-ID: Thanks Drew, I got it figured out. I had to define all the libraries in the beginning of the script. Now I have a question on global parameters. Where do I define them in the script. For example, where would I plug in the email addresses of the technicians, our email server, etc. Thanks, Bill -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Wednesday, December 19, 2007 1:45 PM To: Candelario, Bill Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Rt-remind error The semicolon was the syntax problem then. I find it interesting that the path you specify in the use statement isn't listed in @INC. At least not if it is case sensitive. Having never used Perl on Windows, I assume it is but can't say for sure. In any event, it is mixing C:\Program Files in with /usr/local/packages. Perhaps your path needs to be quoted there? Candelario, Bill wrote: > There wasn't but when I added it, I got this error message: > > Can't locate RT/Interface/CLI.pm in @INC (@INC contains: C:\Program > Files\OurInt ernet\Request Tracker\rt\lib\rt > /usr/local/packages/rt/lib /usr/local/packages/r t/local/lib > Tracker\rt\lib\RT\Interface C:/Program Files/OurInternet/Request Tra > cker/perl/lib C:/Program Files/OurInternet/Request > Tracker/perl/site/lib > .) at . > /rt-remind.pm line 120. > BEGIN failed--compilation aborted at ./rt-remind.pm line 120. > > To me, this meant that it couldn't find the libraries. > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Wednesday, December 19, 2007 1:28 PM > To: Candelario, Bill > Cc: Huw Selley; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Rt-remind error > > Is there a semicolon at the end of that line? > > Candelario, Bill wrote: > >> Thanks, Huw. >> >> The only line, besides the comments, that precedes this line is: >> >> use lib qw (C:\Program Files\OurInternet\Request >> Tracker\rt\lib\RT\Interface) >> >> I ran 'perl -c rtremind.pm' and came up with the same error message. >> >> Could it be that I have to define what this code is asking for? I.e. >> where it says YOU at YOURDOMAIN, I have to put my email address there. >> >> Thanks, >> Bill >> >> -----Original Message----- >> From: Huw Selley [mailto:huws at s2s.ltd.uk] >> Sent: Wednesday, December 19, 2007 12:24 PM >> To: Candelario, Bill >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Rt-remind error >> >> Hi Bill, >> >> That line is syntactically correct perl (with perl 5.8.8): >> >> huws at cli-237 ~ $ cat test.pl >> my(%map) = ( >> 'Nobody' => 'YOU at YOURDOMAIN', >> 'root' => 'YOU at YOURDOMAIN', >> 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); >> huws at cli-237 ~ $ >> huws at cli-237 ~ $ perl -c test.pl >> test.pl syntax OK >> >> I would have a look at the lines preceding that and check them for >> errors. Failing that run 'perl -c rtremind.pm' and see what the perl >> compiler thinks is wrong. >> >> Regards >> Huw >> >> On 19 Dec 2007, at Wednesday, 19 December 2007, 425PM, Candelario, >> Bill >> wrote: >> >> >> >>> Hi, >>> >>> I'm trying to run rt-remind in my ticketing system and get the >>> following error. >>> >>> >>> >>>> perl ./rtremind.pm >>>> >>>> >>> Error >>> syntax error at ./rtremind.pm line 42, near "my" >>> Execution of ./rtremind.pm aborted due to compilation errors. >>> >>> This part of the rt-remind script is where it's having trouble: >>> >>> my(%map) = ( >>> 'Nobody' => 'YOU at YOURDOMAIN', >>> 'root' => 'YOU at YOURDOMAIN', >>> 'queue1,Nobody' => 'ANOTHER at YOURDOMAIN', ); >>> >>> Any help would be greatly appreciated. >>> >>> Thanks, >>> Bill >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, >>> we'll >>> >>> >> >> >>> take up to 20 percent off the price. This sale won't last long, so >>> get >>> >>> >> >> >>> in touch today. >>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >>> >> >> s2s company email disclaimer : >> http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf >> s2s company registration number : 3952958 >> s2s VAT registration number : GB763132055 >> Business premises : Ground Floor, Overline House, >> > Crawley, > >> West Sussex, RH10 1JA >> Registered address : 29 High Street, Crawley, West >> > Sussex, > >> RH10 1BQ >> Place of registration : England >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, >> we'll >> > > >> take up to 20 percent off the price. This sale won't last long, so >> get >> > in touch today. > >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> From ketema at ketema.net Wed Dec 19 22:10:16 2007 From: ketema at ketema.net (Ketema Harris) Date: Wed, 19 Dec 2007 22:10:16 -0500 Subject: [rt-users] Notify New Users Of Login Credentials Message-ID: <8C61A08E-5F37-43DB-A2B1-04714E572C20@ketema.net> Is it possible to have a script that emails the credentials for a newly created user and to automate the password creation process for users created via email? Here is the scenario: 1) A user is created via the interface. The user must have an email, username and password at minimum. Once the save changes button is clicked that email address is sent a link to RT and the username and password info. 2) a new user creates a ticket by sending an to an RT address. This user is remembered, but by default does not have a password and can't login. In this case can that user have a password generated then sent to them in the same manner as number 1? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Thu Dec 20 00:44:18 2007 From: chaim.rieger at gmail.com (steve rieger) Date: Wed, 19 Dec 2007 21:44:18 -0800 Subject: [rt-users] moved mysql to diff host, now getting errors. Message-ID: moved the db to a different host, now i get this, however i can log into rt, and see tickets, and resolve them, just cant create. [Thu Dec 20 05:34:40 2007] [err]: Couldn't load from the users database. (/usr/local/rt34/lib/RT/CurrentUser.pm:147) [Thu Dec 20 05:34:40 2007] [err]: Couldn't load from the users database. (/usr/local/rt34/lib/RT/CurrentUser.pm:147) [Thu Dec 20 05:34:40 2007] [err]: Couldn't load from the users database. (/usr/local/rt34/lib/RT/CurrentUser.pm:147) [Thu Dec 20 05:34:40 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 (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Column 'Owner' cannot be null (/usr/local/rt34/lib/RT/Ticket_Overlay.pm:602) [Thu Dec 20 05:34:41 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt34/lib/RT/Interface/Email.pm:243) [Thu Dec 20 05:34:41 2007] [error]: Could not record email: Ticket creation failed: Ticket could not be created due to an internal error (/usr/local/rt34/share/html/REST/1.0/NoAuth/mail-gateway:75) [Thu Dec 20 05:34:49 2007] [err]: Couldn't load from the users database. (/usr/local/rt34/lib/RT/CurrentUser.pm:147) [Thu Dec 20 05:34:49 2007] [err]: Couldn't load from the users database. (/usr/local/rt34/lib/RT/CurrentUser.pm:147) [Thu Dec 20 05:34:49 2007] [err]: Couldn't load from the users database. (/usr/local/rt34/lib/RT/CurrentUser.pm:147) [Thu Dec 20 05:34:49 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 (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Column 'Owner' cannot be null (/usr/local/rt34/lib/RT/Ticket_Overlay.pm:602) [Thu Dec 20 05:34:49 2007] [crit]: Ticket could not be created due to an internal error (/usr/local/rt34/lib/RT/Interface/Email.pm:243) [Thu Dec 20 05:34:49 2007] [error]: Could not record email: Ticket creation failed: Ticket could not be created due to an internal error (/usr/local/rt34/share/html/REST/1.0/NoAuth/mail-gateway:75) [Thu Dec 20 05:37:00 2007] [err]: Couldn't load from the users database. (/usr/local/rt34/lib/RT/CurrentUser.pm:147) [Thu Dec 20 05:37:00 2007] [err]: Couldn't load from the users database. (/usr/local/rt34/lib/RT/CurrentUser.pm:147) [Thu Dec 20 05:37:00 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 (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Column 'Owner' cannot be null (/usr/local/rt34/lib/RT/Ticket_Overlay.pm:602) [Thu Dec 20 05:37:00 2007] [error]: WebRT: Ticket could not be created due to an internal error () (/usr/local/rt34/share/html/Elements/Error:78) -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Thu Dec 20 01:14:17 2007 From: chaim.rieger at gmail.com (steve rieger) Date: Wed, 19 Dec 2007 22:14:17 -0800 Subject: [rt-users] disregard my last message Message-ID: didnt eat my wheaties today. -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Thu Dec 20 03:34:55 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 20 Dec 2007 09:34:55 +0100 Subject: [rt-users] RTFM subscribe option In-Reply-To: <20071219193557.GD9951@bestpractical.com> References: <20071219193557.GD9951@bestpractical.com> Message-ID: <476A292F.3070906@mococo.nl> Jesse Vincent wrote: > > On Wed, Dec 19, 2007 at 02:45:34PM +0100, sfructus at asset-control.com wrote: > >> what I would like to add in RTFM is the possibility to subscribe somewhere >> by giving my email address and to receive an email each time a new article >> is written or an article is modified. >> >> Is there an out of the box solution ? >> > > Not yet. Patches are welcome I use a changed version of ' notify' which is included with RTFM. I run it each night at 00:01 and sends an email to an internal mailinglist. Joop From alexander.gruber at abaton.at Thu Dec 20 04:23:20 2007 From: alexander.gruber at abaton.at (Alexander Rudolf Gruber) Date: Thu, 20 Dec 2007 10:23:20 +0100 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: <476906C7.3040904@mococo.nl> References: <4768D4C2.6070405@abaton.at> <476906C7.3040904@mococo.nl> Message-ID: <476A3488.1040402@abaton.at> Joop schrieb: > Alexander Rudolf Gruber wrote: >> *Hi Everyone, >> * >> I've got a serious problem with our RT installation, which has worked >> smoothly for over 6 months and then stopped sending emails (any kind >> of emails: corresponcende, cc, owner change notifications etc.) >> >> The weird thing is that there where no prior changes in queues, no >> new users and no modification of rights. >> >> I've looked through the mailing archives of this list and found some >> postings of similar problems but could not derive a solution for my >> case. > Can you send email (directly using either sendmail or what you have > installed) from that box to the in RT indicated recipients? > This will indicate whether RT or the system/mail is at fault. > Further: disk full?, mail relaying?, just the obvious. It's a VE where nothing else is running. It has 4.3 GB more diskspace and memory to spare. Sending mail via commandline "mail" works (via. Exim/Sendmail). The RT-System has been sending mail until recently ... began working instable (it worked one day and didn't on the next) and then one day it just stopped completely. The weird thing is that usually I was told something like "Message recorded" and "Outgoing Message recorded" (or something) when updating a ticket with mail-action and I saw the outgoing mail + mailbody in the Ticket but that just stopped - there is nothing shown there anymore. If my memory servers me right it did not say anything about the outgoing mail on ticket-update either recently, it just showed the mail in the ticket (so I knew it was sent). In this case the /var/log/messages also looked funny. That was after changing the: organization setting to rt.abaton.at in the RT_SiteConfig.pm: Dec 12 12:42:42 rt RT: Successful login for gruber from 192.168.80.23 (/usr/share/request-tracker3.6/html/autohandler:244) Dec 12 12:42:55 rt RT: Use of uninitialized value in substitution (s///) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617. (/usr/share/request-tracker3.6/l ib/RT/Interface/Web.pm:617) Dec 12 12:43:56 rt RT: #429/6351 - Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:43:56 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) Dec 12 12:43:56 rt RT: #429/6351 - Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:43:56 rt RT: sent To: alexander.gruber at gmx.at (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:325) Dec 12 12:43:56 rt RT: #429/6351 - Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:43:56 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) Dec 12 12:43:56 rt RT: #429/6351 - Scrip 15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:43:56 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250 ) Dec 12 12:46:27 rt RT: #429/6353 - Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:46:27 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250 ) Dec 12 12:46:27 rt RT: #429/6353 - Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:46:27 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250 ) Dec 12 12:46:27 rt RT: #429/6353 - Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:46:27 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250 ) Dec 12 12:46:27 rt RT: #429/6353 - Scrip 15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:46:27 rt RT: sent To: alexander.gruber at abaton.at (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm :325) Dec 12 12:49:31 rt RT: #429/6355 - Scrip 2 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:49:31 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) Dec 12 12:49:58 rt RT: #429/6356 - Scrip 2 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:49:58 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) Dec 12 12:50:06 rt RT: Use of uninitialized value in substitution (s///) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617. (/usr/share/request-tracker3.6/l ib/RT/Interface/Web.pm:617) Dec 12 12:50:33 rt RT: #429/6358 - Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:50:33 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) Dec 12 12:50:33 rt RT: #429/6358 - Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:50:33 rt RT: sent To: alexander.gruber at gmx.at (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:325) Dec 12 12:50:33 rt RT: #429/6358 - Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:50:33 rt RT: sent Cc: avs at sbox.tugraz.at (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:325) Dec 12 12:50:33 rt RT: #429/6358 - Scrip 15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) Dec 12 12:50:33 rt RT: No recipients found. Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) It was sending mail for a short periode of time then. 2 Days later it stopped working again. It says that a message will be sent to the email-address, but it simply does nothing. > > Joop > > If you need any more information please tell me. Thanks! Alexander R. Gruber -- ______________________________________ Alexander Rudolf Gruber abaton EDV-Dienstleistungs GmbH ______________________________________ Wielandgasse 14-16/IV/B11 A-8010 Graz Mariahilfer Stra?e 1d/13 A-1060 Wien LG f. ZRS Graz, FN202006v, ATU52569000 Tel: +43 (0) 316/817 896-0 Fax: DW 70 www.abaton.at alexander.gruber at abaton.at From alexander.gruber at abaton.at Thu Dec 20 05:09:37 2007 From: alexander.gruber at abaton.at (Alexander Rudolf Gruber) Date: Thu, 20 Dec 2007 11:09:37 +0100 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: <47696D44.7030701@lbl.gov> References: <4768D4C2.6070405@abaton.at> <47696D44.7030701@lbl.gov> Message-ID: <476A3F61.4070505@abaton.at> Kenneth Crocker schrieb: > Alexander, > > > IT could be that RT isn't getting to the User table for some > reason. The error message isn't saying it can't find a function or > some module isn't responding. It is just saying that it can't find a > recipient. Since recipients are (usually) some form of user, I would > look into the DataBase to see if the users ARE there and if they are, > is the DB down OR has the password for RT to use the DB changed, etc. > Hope this helps. > > > Kenn > LBNL > Kenn, please correct me if I got the concept of the RT wrong, but if that was the case - RT having no access to the user-table due to a misconfiguration - wouldn't that mean I would not be able to log in or create any tickets / change owners etc? Hmm - I just took up the hint and looked into the mysql-database rtdb->Users and it seems there are all the people who ever opened a ticket on the system. Like this entry: (one of my own addresses) | 2046 | alexander.gruber at gmx.at | *NO-PASSWORD* | Autocreated on ticket submission | NULL | alexander.gruber at gmx.at | NULL | NULL | Alexander Rudolf Gruber | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | 1 | 2007-12-12 11:11:02 | 1 | 2007-12-12 11:11:02 | I also tried in RT Web-Interface: Users matching search criteria Select a user: * alexander.gruber at gmx.at * alexander.r.gruber at jeranet.eu * gruber /(Download as a tab-delimited file ) /This seems to be okay - at least looks that way to me. gruber is my RT-User and the other addresses are my own private ones I used to test the system. If I can provide any more information that could be helpful, please tell me. Thanks! Alexander R. Gruber > On 12/19/2007 12:22 AM, Alexander Rudolf Gruber wrote: >> *Hi Everyone, >> * >> I've got a serious problem with our RT installation, which has worked >> smoothly for over 6 months and then stopped sending emails (any kind >> of emails: corresponcende, cc, owner change notifications etc.) >> >> The weird thing is that there where no prior changes in queues, no >> new users and no modification of rights. >> >> I've looked through the mailing archives of this list and found some >> postings of similar problems but could not derive a solution for my >> case. >> >> >> >> Here is a short snippet from /var/log/messages: >> >> (The actual requester was replaced with "someuser at someplace.net") >> >> Dec 17 16:44:53 rt RT: Ticket 450 created in queue 'Support' by >> someuser at someplace.net >> (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755) >> Dec 17 16:45:02 rt RT: >> #450/6567 - >> Scrip 2 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) >> Dec 17 16:45:02 rt RT: >> No recipients >> found. Not sending. >> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) >> Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution >> (s///) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line >> 617. (/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617) >> Dec 17 16:45:50 rt RT: >> #450/6569 - >> Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) >> Dec 17 16:45:50 rt RT: >> No recipients >> found. Not sending. >> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) >> Dec 17 16:45:50 rt RT: >> #450/6569 - >> Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) >> Dec 17 16:45:50 rt RT: >> #450/6569 - >> Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) >> Dec 17 16:45:50 rt RT: >> No recipients >> found. Not sending. >> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) >> Dec 17 16:45:50 rt RT: >> #450/6569 - >> Scrip 15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) >> Dec 17 16:45:50 rt RT: >> No recipients >> found. Not sending. >> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) >> >> Global scrips: >> >> >> /(no value)/ >> >> On Correspond Open Tickets with template Blank >> /(no value)/ >> >> On Owner Change Notify Owner with template Transaction >> /(no value)/ >> >> On Create Notify AdminCcs with template Transaction >> /(no value)/ >> >> On Correspond Notify AdminCcs with template Admin Correspondence >> /(no value)/ >> >> On Correspond Notify Requestors and Ccs with template Correspondence >> /(no value)/ >> >> On Correspond Notify Other Recipients with template Correspondence >> /(no value)/ >> >> On Comment Notify AdminCcs as Comment with template Admin Comment >> /(no value)/ >> >> On Comment Notify Other Recipients as Comment with template >> Correspondence >> /(no value)/ >> >> On Correspond Notify Owner with template Correspondence >> >> >> >> Queue-Scrips: >> >> >> Scrips which apply to all queues >> >> * /(Scrip #1)/ >> >> On Correspond Open Tickets with template Blank >> * /(Scrip #2)/ >> >> On Owner Change Notify Owner with template Transaction >> * /(Scrip #4)/ >> >> On Create Notify AdminCcs with template Transaction >> * /(Scrip #5)/ >> >> On Correspond Notify AdminCcs with template Admin Correspondence >> * /(Scrip #6)/ >> >> On Correspond Notify Requestors and Ccs with template >> Correspondence >> * /(Scrip #7)/ >> >> On Correspond Notify Other Recipients with template Correspondence >> * /(Scrip #8)/ >> >> On Comment Notify AdminCcs as Comment with template Admin Comment >> * /(Scrip #9)/ >> >> On Comment Notify Other Recipients as Comment with template >> Correspondence >> * /(Scrip #15)/ >> >> On Correspond Notify Owner with template Correspondence >> >> >> Current Scrips >> >> /(No scrips)/ >> >> >> Templates: >> >> >> *Blank* >> >> A blank template >> >> *Transaction* >> >> Default transaction template >> >> RT-Attach-Message: yes >> >> >> {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. >> Transaction: {$Transaction->Description} >> Queue: {$Ticket->QueueObj->Name} >> Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject >> given)"} >> Owner: {$Ticket->OwnerObj->Name} >> Requestors: {$Ticket->RequestorAddresses} >> Status: {$Ticket->Status} >> Ticket id} > >> >> >> {$Transaction->Content()} >> *Admin Correspondence* >> >> Default admin correspondence template >> >> RT-Attach-Message: yes >> >> >> id} > >> >> {$Transaction->Content()} >> *Correspondence* >> >> Default correspondence template >> >> RT-Attach-Message: yes >> >> {$Transaction->Content()} >> *Admin Comment* >> >> Default admin comment template >> >> Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject); >> $s =~ s/\[Comment\]//g; $comment =~ s/^Re//i; $s;} >> >> >> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >> This is a comment. It is not sent to the Requestor(s): >> >> {$Transaction->Content()} >> *Status Change* >> >> Ticket status changed >> >> Subject: Status Changed to: {$Transaction->NewValue} >> >> >> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >> >> {$Transaction->Content()} >> >> >> >> The ticked connected to the message log: >> >> History Display mode: Brief headers ? Full headers >> >> # >> Mon Dec 17 16:44:53 2007 someuser at someplace.net - Ticket >> created [Reply >> ] >> [Comment >> ] >> >> Subject: Request-Tracker Test >> Date: Mon, 17 Dec 2007 16:44:09 +0100 >> To: support at abaton.at >> From: Someuser >> >> Download (untitled) >> [text/plain 65b] >> Hallo, >> >> ein weiterer Test des Request-Trackers. >> >> l.G. >> Alexander >> >> # >> Mon Dec 17 16:45:02 2007 gruber - Taken >> # >> Mon Dec 17 16:45:50 2007 gruber - Correspondence added >> [Reply >> ] >> [Comment >> ] >> >> >> Download (untitled) >> [text/plain 175b] >> Antwort ?ber Reply. >> >> l.G. >> Alexander >> >> On Mon Dec 17 16:44:53 2007, someuser at someplace.net wrote: >> > Hallo, >> > >> > ein weiterer Test des Request-Trackers. >> > >> > l.G. >> > Alexander >> > >> >> # >> Mon Dec 17 16:45:50 2007 RT_System - Status changed from 'new' to >> 'open' >> # >> Mon Dec 17 16:46:45 2007 gruber - Correspondence added >> [Reply >> ] >> [Comment >> ] >> >> >> Download (untitled) >> [text/plain 11b] >> Antwort #2. >> >> # >> Mon Dec 17 16:48:46 2007 gruber - Correspondence added >> [Reply >> ] >> [Comment >> ] >> >> >> Download (untitled) >> [text/plain 8b] >> Test #3. >> >> # >> Mon Dec 17 16:52:20 2007 root - Correspondence added >> [Reply >> ] >> [Comment >> ] >> >> >> Download (untitled) >> [text/plain 7b] >> Test #4 >> >> >> Note: There are no outgoing mails recorded here. If I reply to Test >> #4 I get the following: >> >> >> This message will be sent to... >> >> /(Check boxes to disable notifications to the listed recipients)/ >> >> On Correspond Notify AdminCcs with template Admin Correspondence >> >> On Correspond Notify Requestors and Ccs with template Correspondence >> >> * *To*: someone at someplace.net >> >> >> On Correspond Notify Other Recipients with template Correspondence >> >> On Correspond Notify Owner with template Correspondence >> >> * *To*: alexander.gruber at abaton.at >> >> >> Messages about this ticket will not be sent to... >> >> /(Check boxes to enable notifications to the listed recipients)/ >> >> >> -> Still there is no email sent. >> >> Additional information: >> >> Last week I found a posting in a forum / mailing list - archive >> concerning the message: No recipients found. Not sending. >> And an actual reply from the poster, stating that he did not have the >> "organization" set to the DNS name of the host and that this was the >> problem. I had a look and found that this was also the case here, so >> I changed the value to the correct setting. Afterwards it *looked* >> like the problem was solved - after restarting the apache2 service I >> was able to successfully test the system and it was sending mails. >> >> Today it stoped sending mails again and all my tests yielded the same >> results as before. >> >> RT_SiteConfig.pm: >> >> # RT_SiteConfig.pm >> # >> # These are the bits you absolutely *must* edit. >> # >> # To find out how, please read >> # /usr/share/doc/request-tracker3.6/NOTES.Debian >> >> # THE BASICS: >> >> Set($rtname, 'abaton'); >> Set($Organization, 'rt.abaton.at'); >> >> Set($CorrespondAddress , 'support at abaton.at'); >> Set($CommentAddress , 'support-comment at abaton.at'); >> >> Set($Timezone , 'Europe/Vienna'); # obviously choose what suits you >> >> # THE DATABASE: >> >> Set($DatabaseType, 'mysql'); # e.g. Pg or mysql >> >> # These are the settings we used above when creating the RT database, >> # you MUST set these to what you chose in the section above. >> >> Set($DatabaseUser , 'rtuser'); >> Set($DatabasePassword , '******'); >> Set($DatabaseName , 'rtdb'); >> >> # THE WEBSERVER: >> >> Set($WebPath , "/rt"); >> Set($WebBaseURL , "http://192.168.1.213"); >> >> # By default, RT sets the outgoing mail's "From:" header to >> # "SenderName via RT". Setting this option to 0 disables it. >> >> Set($UseFriendlyFromLine , 1); >> >> # sprintf() format of the friendly 'From:' header; its arguments >> # are SenderName and SenderEmailAddress. >> Set($FriendlyFromLineFormat , "\"%s\" <%s>"); >> >> Set($LogoURL , $WebImagesURL . "abaton_logo.gif"); >> >> 1; >> >> Rights: >> >> * There are no rights granted on user-level. >> * I've granted redundant CreateTicket / ReplyToTicket rights >> (Everyone has those so the rest is quite an overkill - that was >> just to be sure ... but did not help) >> * Rights are set on group-level: >> >> Unprivileged / Everyone / Privileged / Requestor >> >> >> Current rights >> >> /(Check box to revoke right)/ >> CreateTicket >> ReplyToTicket >> >> >> Note: Abaton is the group that all support-members are part of. >> >> Abaton >> >> >> Current rights >> >> /(Check box to revoke right)/ >> AdminCustomField >> AdminUsers >> AssignCustomFields >> CommentOnTicket >> ModifyACL >> ModifyCustomField >> ModifySelf >> SeeCustomField >> ShowACL >> ShowConfigTab >> WatchAsAdminCc >> >> Queue - GroupRights (All queues have the same setup): >> >> Everyone >> >> >> Current rights >> >> /(Check box to revoke right)/ >> CreateTicket >> ReplyToTicket >> >> Owner >> >> >> Current rights >> >> /(Check box to revoke right)/ >> ModifyTicket >> >> >> Requestor >> >> >> Current rights >> >> /(Check box to revoke right)/ >> ReplyToTicket >> ShowTicket >> >> >> Note: Support is the group that handles the queue support. >> >> Support >> >> >> Current rights >> >> /(Check box to revoke right)/ >> AssignCustomFields >> CommentOnTicket >> CreateTicket >> DeleteTicket >> ModifyACL >> ModifyQueueWatchers >> ModifyTicket >> OwnTicket >> ReplyToTicket >> SeeQueue >> ShowACL >> ShowOutgoingEmail >> ShowTicket >> ShowTicketComments >> StealTicket >> TakeTicket >> Watch >> WatchAsAdminCc >> >> ------------------------------------------------------------------------ >> >> If anyone has any idea how to get that thing working in a stable way >> again I'd be very happy as I've been tinkering around with the system >> for a very long time now. >> >> Thanks in advance! >> >> Alexander R. Gruber >> > > -- ______________________________________ Alexander Rudolf Gruber abaton EDV-Dienstleistungs GmbH ______________________________________ Wielandgasse 14-16/IV/B11 A-8010 Graz Mariahilfer Stra?e 1d/13 A-1060 Wien LG f. ZRS Graz, FN202006v, ATU52569000 Tel: +43 (0) 316/817 896-0 Fax: DW 70 www.abaton.at alexander.gruber at abaton.at From dauphin at idris.fr Thu Dec 20 05:45:57 2007 From: dauphin at idris.fr (Marie-Noelle Dauphin) Date: Thu, 20 Dec 2007 11:45:57 +0100 Subject: [rt-users] customize "RT at glance" for a group of users Message-ID: <200712201045.lBKAjvg5016545@lin1.idris.fr> hello , I'm an RT novice ... I would like to create for a group of users only ,a page "RT at a glance" without the possibility of : # Simple Search # ? Tickets # ? Tools # ? Approval only the possibily of : 1/ "create a ticket" in one queue , 2/ to see two "group saved search" . In fact the user could see his tickets and group's tickets ( The two saved group search ) but must not do any other search in the queue .... The self service is'nt a good idea , because it's only possible to see user's tickets ( and not the group's tickets ) to create a ticket . How Can I do that ? Thank's for your response Marie-Noelle DAUPHIN IDRIS/CNRS Batiment 506 - B.P. 167 - 91403 Orsay Cedex - France Telephone : 33. 1. 69.35.85.41 Telecopie : 33.1 69.35.37.75 Messagerie : dauphin at idris.fr MIME messages welcome From jlong at messiah.edu Thu Dec 20 10:03:54 2007 From: jlong at messiah.edu (Jason Long) Date: Thu, 20 Dec 2007 10:03:54 -0500 Subject: [rt-users] create mx record? In-Reply-To: <47694940.4010409@123.com.sv> References: <47694940.4010409@123.com.sv> Message-ID: <476A845A.6040507@messiah.edu> Cesar Amaya wrote: > My question is this: > Do I have to add an MX record in the DNS pointing to my RT Server > in order to receive the inbound mail for defaults accounts /rt/, and > /rt-comment? Not necessarily. It depends on your network setup. An MX record *would* be necessary if you want your incoming email to be routed through another server (or firewall) before going to your RT system. For example, in my setup, I have a centralized email gateway, so I have MX records for my RT server that point to that central server, and then the central server is configured to send RT-email to the RT server. Jason From william at knowmad.com Thu Dec 20 10:51:45 2007 From: william at knowmad.com (William McKee) Date: Thu, 20 Dec 2007 10:51:45 -0500 Subject: [rt-users] Modify MyTickets element to include Owner info Message-ID: <20071220155145.GD5100@knowmad.com> Hi, I've modified the default MyTickets element to display a list of tickets from our support queue. This is working nicely, but now I would like to add the Ticket Owner to the list. I added Owner in the Format option for /Elements/TicketList but no value is coming through. Am I using the wrong format or referring to a field that isn't getting loaded? I've attached my new element. Thanks, William -- Knowmad Technologies - Web Site Development & Programming W: http://www.knowmad.com | E: william at knowmad.com P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee -------------- next part -------------- %# Copied from MyTickets <&|/Elements/TitleBox, title => loc('Open Support Tickets', $rows), title_href => "Search/Results.html".$QueryString &> <& /Elements/TicketList, Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', Priority, QueueName, ExtendedStatus, Owner", Query => $Query, OrderBy => 'Priority', Order => 'DESC', Rows => $rows, ShowNavigation => 0 &> <%init> my $rows = 50; #my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status = 'new' OR Status = 'open')"; my $Query = " Queue='Support' AND ( Status = 'new' OR Status = 'open')"; my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'Priority') if ($Query); From william at knowmad.com Thu Dec 20 11:10:27 2007 From: william at knowmad.com (William McKee) Date: Thu, 20 Dec 2007 11:10:27 -0500 Subject: [rt-users] Modify MyTickets element to include Owner info In-Reply-To: <20071220155145.GD5100@knowmad.com> References: <20071220155145.GD5100@knowmad.com> Message-ID: <20071220161027.GE5100@knowmad.com> I just got the answer on IRC thanks to Jibsheet. The fieldname I needed to use is 'OwnerName'. I'm a happy camper now! Happy Holidays, William -- Knowmad Technologies - Web Site Development & Programming W: http://www.knowmad.com | E: william at knowmad.com P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee From william at knowmad.com Thu Dec 20 12:13:50 2007 From: william at knowmad.com (William McKee) Date: Thu, 20 Dec 2007 12:13:50 -0500 Subject: [rt-users] Alter custom field (rt-3.4) In-Reply-To: <20071213133651.GE15227@knowmad.com> References: <20071211223809.GJ10452@knowmad.com> <519782dc0712120626s2a1c33ffwe50cb704ea51b485@mail.gmail.com> <20071212145926.GC11552@knowmad.com> <6.2.3.4.2.20071212102018.046284d0@po14.mit.edu> <20071213133651.GE15227@knowmad.com> Message-ID: <20071220171350.GG5100@knowmad.com> On Thu, Dec 13, 2007 at 08:36:51AM -0500, William McKee wrote: > Thanks for the url Steve! I'm a decent Perl programmer but am not at all > familiar with the RT API. I've been playing around with that script but > don't quite have the hang of it yet. I'll keep working on it. OK, after some more tinkering, I've come up with a working script that was able to successfully change my CF values. I've posted it to the wiki[1]. Thanks for your input! William [1] http://wiki.bestpractical.com/view/CustomField -- Knowmad Technologies - Web Site Development & Programming W: http://www.knowmad.com | E: william at knowmad.com P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee From chesman at soe.ucsc.edu Thu Dec 20 13:10:59 2007 From: chesman at soe.ucsc.edu (Chester Manuel) Date: Thu, 20 Dec 2007 10:10:59 -0800 Subject: [rt-users] Searches on RT 3.6.5 do not show proper format Message-ID: <476AB033.2020401@soe.ucsc.edu> Hi, I just upgraded to RT-3.6.5 and when I do searches under the Ticket link the URL returned after performing a search returns tickets, but the links to them show up as http://ticket/Display.html?id=1234 and does not include the domain name. Also I notice that on the Home link and under RT at a glance page, when I hover over 10 Highest Priority Tickets I Own I see on my firefox browser on the bottom with the status bar enabled, the link shows up and shows the POST code. I notice that Format is being sent but on Quick Search when I hover over any queue link Format is not being sent. Is there a way to get the proper format to appear. Is there a setting I may have missed. Thanks, -- Chester Manuel Systems Administrator Center for Biomolecular Science and Engineering Office: 831-459-4913 Engineering 2 Building, Suite 527 Mail Stop CBSE/ITI University of California Santa Cruz 1156 High St. Santa Cruz, CA 95064 From KFCrocker at lbl.gov Thu Dec 20 13:26:17 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 20 Dec 2007 10:26:17 -0800 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: <476A38D2.9060106@abaton.at> References: <4768D4C2.6070405@abaton.at> <47696D44.7030701@lbl.gov> <476A38D2.9060106@abaton.at> Message-ID: <476AB3C9.1080802@lbl.gov> Alexander, I agree. If RT could not access the DB, then a lot of things would not be working. However, my point was really that based on the content of the error message, RT thinks that it hasn't FOUND the recipient. There could, and probably are, many possible reasons for that. Perhaps after accessing the DB, the data gets lost in transition or put into an area that got misnamed or is not accessible for some reason. I am not a "Systems" guy when it comes to playing with those technologies (UNIX, ORACLE, MySQL, etc.), but I have been in the business for a long time and my debugging skills tell me that RT is having trouble with either capturing the data or finding/recognizing it after it has been captured/found/stored. Somewhere in that process, the data is either getting lost or it becomes unrecognizable, ergo the error message you're getting. Sorry I can't be of more help. I am REALLY interested in what you DO find when you get the problem resolved. Best of luck. Kenn LBNL On 12/20/2007 1:41 AM, Alexander Rudolf Gruber wrote: > Kenneth Crocker schrieb: >> Alexander, >> >> >> IT could be that RT isn't getting to the User table for some >> reason. The error message isn't saying it can't find a function or >> some module isn't responding. It is just saying that it can't find a >> recipient. Since recipients are (usually) some form of user, I would >> look into the DataBase to see if the users ARE there and if they are, >> is the DB down OR has the password for RT to use the DB changed, etc. >> Hope this helps. >> >> >> Kenn >> LBNL >> > Kenn, > > please correct me if I got the concept of the RT wrong, but if that was > the case - RT having no access to the user-table due to a > misconfiguration - wouldn't that mean I would not be able to log in or > create any tickets / change owners etc? > > Hmm - I just took up the hint and looked into the mysql-database > rtdb->Users and it seems there are all the people who ever opened a > ticket on the system. > > Like this entry: (one of my own addresses) > > | 2046 | alexander.gruber at gmx.at | > *NO-PASSWORD* | Autocreated on ticket > submission | > NULL > | alexander.gruber at gmx.at | NULL | > NULL | Alexander Rudolf > Gruber | NULL | NULL | NULL | > NULL | NULL | NULL | NULL > | NULL | NULL | NULL | NULL | > NULL | NULL | NULL | > NULL | NULL | NULL | NULL | NULL | NULL | NULL | 1 | > 2007-12-12 11:11:02 | 1 | 2007-12-12 11:11:02 | > > I also tried in RT Web-Interface: > > > Users matching search criteria > > Select a user: > > * alexander.gruber at gmx.at > > * alexander.r.gruber at jeranet.eu > > * gruber > > /(Download as a tab-delimited file > ) > > /This seems to be okay - at least looks that way to me. > > gruber is my RT-User and the other addresses are my own private ones I > used to test the system. > > If I can provide any more information that could be helpful, please tell me. > > Thanks! > Alexander R. Gruber >> On 12/19/2007 12:22 AM, Alexander Rudolf Gruber wrote: >>> *Hi Everyone, >>> * >>> I've got a serious problem with our RT installation, which has worked >>> smoothly for over 6 months and then stopped sending emails (any kind >>> of emails: corresponcende, cc, owner change notifications etc.) >>> >>> The weird thing is that there where no prior changes in queues, no >>> new users and no modification of rights. >>> >>> I've looked through the mailing archives of this list and found some >>> postings of similar problems but could not derive a solution for my >>> case. >>> >>> >>> >>> Here is a short snippet from /var/log/messages: >>> >>> (The actual requester was replaced with "someuser at someplace.net") >>> >>> Dec 17 16:44:53 rt RT: Ticket 450 created in queue 'Support' by >>> someuser at someplace.net >>> (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755) >>> Dec 17 16:45:02 rt RT: >>> #450/6567 - >>> Scrip 2 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) >>> Dec 17 16:45:02 rt RT: >>> No recipients >>> found. Not sending. >>> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) >>> Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution >>> (s///) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line >>> 617. (/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617) >>> Dec 17 16:45:50 rt RT: >>> #450/6569 - >>> Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) >>> Dec 17 16:45:50 rt RT: >>> No recipients >>> found. Not sending. >>> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) >>> Dec 17 16:45:50 rt RT: >>> #450/6569 - >>> Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) >>> Dec 17 16:45:50 rt RT: >>> #450/6569 - >>> Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) >>> Dec 17 16:45:50 rt RT: >>> No recipients >>> found. Not sending. >>> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) >>> Dec 17 16:45:50 rt RT: >>> #450/6569 - >>> Scrip 15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238) >>> Dec 17 16:45:50 rt RT: >>> No recipients >>> found. Not sending. >>> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250) >>> >>> Global scrips: >>> >>> >>> /(no value)/ >>> >>> On Correspond Open Tickets with template Blank >>> /(no value)/ >>> >>> On Owner Change Notify Owner with template Transaction >>> /(no value)/ >>> >>> On Create Notify AdminCcs with template Transaction >>> /(no value)/ >>> >>> On Correspond Notify AdminCcs with template Admin Correspondence >>> /(no value)/ >>> >>> On Correspond Notify Requestors and Ccs with template Correspondence >>> /(no value)/ >>> >>> On Correspond Notify Other Recipients with template Correspondence >>> /(no value)/ >>> >>> On Comment Notify AdminCcs as Comment with template Admin Comment >>> /(no value)/ >>> >>> On Comment Notify Other Recipients as Comment with template >>> Correspondence >>> /(no value)/ >>> >>> On Correspond Notify Owner with template Correspondence >>> >>> >>> >>> Queue-Scrips: >>> >>> >>> Scrips which apply to all queues >>> >>> * /(Scrip #1)/ >>> >>> On Correspond Open Tickets with template Blank >>> * /(Scrip #2)/ >>> >>> On Owner Change Notify Owner with template Transaction >>> * /(Scrip #4)/ >>> >>> On Create Notify AdminCcs with template Transaction >>> * /(Scrip #5)/ >>> >>> On Correspond Notify AdminCcs with template Admin Correspondence >>> * /(Scrip #6)/ >>> >>> On Correspond Notify Requestors and Ccs with template >>> Correspondence >>> * /(Scrip #7)/ >>> >>> On Correspond Notify Other Recipients with template Correspondence >>> * /(Scrip #8)/ >>> >>> On Comment Notify AdminCcs as Comment with template Admin Comment >>> * /(Scrip #9)/ >>> >>> On Comment Notify Other Recipients as Comment with template >>> Correspondence >>> * /(Scrip #15)/ >>> >>> On Correspond Notify Owner with template Correspondence >>> >>> >>> Current Scrips >>> >>> /(No scrips)/ >>> >>> >>> Templates: >>> >>> >>> *Blank* >>> >>> A blank template >>> >>> *Transaction* >>> >>> Default transaction template >>> >>> RT-Attach-Message: yes >>> >>> >>> {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. >>> Transaction: {$Transaction->Description} >>> Queue: {$Ticket->QueueObj->Name} >>> Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject >>> given)"} >>> Owner: {$Ticket->OwnerObj->Name} >>> Requestors: {$Ticket->RequestorAddresses} >>> Status: {$Ticket->Status} >>> Ticket id} > >>> >>> >>> {$Transaction->Content()} >>> *Admin Correspondence* >>> >>> Default admin correspondence template >>> >>> RT-Attach-Message: yes >>> >>> >>> id} > >>> >>> {$Transaction->Content()} >>> *Correspondence* >>> >>> Default correspondence template >>> >>> RT-Attach-Message: yes >>> >>> {$Transaction->Content()} >>> *Admin Comment* >>> >>> Default admin comment template >>> >>> Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject); >>> $s =~ s/\[Comment\]//g; $comment =~ s/^Re//i; $s;} >>> >>> >>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >>> This is a comment. It is not sent to the Requestor(s): >>> >>> {$Transaction->Content()} >>> *Status Change* >>> >>> Ticket status changed >>> >>> Subject: Status Changed to: {$Transaction->NewValue} >>> >>> >>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >>> >>> {$Transaction->Content()} >>> >>> >>> >>> The ticked connected to the message log: >>> >>> History Display mode: Brief headers ? Full headers >>> >>> # >>> Mon Dec 17 16:44:53 2007 someuser at someplace.net - Ticket >>> created [Reply >>> ] >>> [Comment >>> ] >>> >>> Subject: Request-Tracker Test >>> Date: Mon, 17 Dec 2007 16:44:09 +0100 >>> To: support at abaton.at >>> From: Someuser >>> >>> Download (untitled) >>> [text/plain 65b] >>> Hallo, >>> >>> ein weiterer Test des Request-Trackers. >>> >>> l.G. >>> Alexander >>> >>> # >>> Mon Dec 17 16:45:02 2007 gruber - Taken >>> # >>> Mon Dec 17 16:45:50 2007 gruber - Correspondence added >>> [Reply >>> ] >>> [Comment >>> ] >>> >>> >>> Download (untitled) >>> [text/plain 175b] >>> Antwort ?ber Reply. >>> >>> l.G. >>> Alexander >>> >>> On Mon Dec 17 16:44:53 2007, someuser at someplace.net wrote: >>> > Hallo, >>> > >>> > ein weiterer Test des Request-Trackers. >>> > >>> > l.G. >>> > Alexander >>> > >>> >>> # >>> Mon Dec 17 16:45:50 2007 RT_System - Status changed from 'new' to >>> 'open' >>> # >>> Mon Dec 17 16:46:45 2007 gruber - Correspondence added >>> [Reply >>> ] >>> [Comment >>> ] >>> >>> >>> Download (untitled) >>> [text/plain 11b] >>> Antwort #2. >>> >>> # >>> Mon Dec 17 16:48:46 2007 gruber - Correspondence added >>> [Reply >>> ] >>> [Comment >>> ] >>> >>> >>> Download (untitled) >>> [text/plain 8b] >>> Test #3. >>> >>> # >>> Mon Dec 17 16:52:20 2007 root - Correspondence added >>> [Reply >>> ] >>> [Comment >>> ] >>> >>> >>> Download (untitled) >>> [text/plain 7b] >>> Test #4 >>> >>> >>> Note: There are no outgoing mails recorded here. If I reply to Test >>> #4 I get the following: >>> >>> >>> This message will be sent to... >>> >>> /(Check boxes to disable notifications to the listed recipients)/ >>> >>> On Correspond Notify AdminCcs with template Admin Correspondence >>> >>> On Correspond Notify Requestors and Ccs with template Correspondence >>> >>> * *To*: someone at someplace.net >>> >>> >>> On Correspond Notify Other Recipients with template Correspondence >>> >>> On Correspond Notify Owner with template Correspondence >>> >>> * *To*: alexander.gruber at abaton.at >>> >>> >>> Messages about this ticket will not be sent to... >>> >>> /(Check boxes to enable notifications to the listed recipients)/ >>> >>> >>> -> Still there is no email sent. >>> >>> Additional information: >>> >>> Last week I found a posting in a forum / mailing list - archive >>> concerning the message: No recipients found. Not sending. >>> And an actual reply from the poster, stating that he did not have the >>> "organization" set to the DNS name of the host and that this was the >>> problem. I had a look and found that this was also the case here, so >>> I changed the value to the correct setting. Afterwards it *looked* >>> like the problem was solved - after restarting the apache2 service I >>> was able to successfully test the system and it was sending mails. >>> >>> Today it stoped sending mails again and all my tests yielded the same >>> results as before. >>> >>> RT_SiteConfig.pm: >>> >>> # RT_SiteConfig.pm >>> # >>> # These are the bits you absolutely *must* edit. >>> # >>> # To find out how, please read >>> # /usr/share/doc/request-tracker3.6/NOTES.Debian >>> >>> # THE BASICS: >>> >>> Set($rtname, 'abaton'); >>> Set($Organization, 'rt.abaton.at'); >>> >>> Set($CorrespondAddress , 'support at abaton.at'); >>> Set($CommentAddress , 'support-comment at abaton.at'); >>> >>> Set($Timezone , 'Europe/Vienna'); # obviously choose what suits you >>> >>> # THE DATABASE: >>> >>> Set($DatabaseType, 'mysql'); # e.g. Pg or mysql >>> >>> # These are the settings we used above when creating the RT database, >>> # you MUST set these to what you chose in the section above. >>> >>> Set($DatabaseUser , 'rtuser'); >>> Set($DatabasePassword , '******'); >>> Set($DatabaseName , 'rtdb'); >>> >>> # THE WEBSERVER: >>> >>> Set($WebPath , "/rt"); >>> Set($WebBaseURL , "http://192.168.1.213"); >>> >>> # By default, RT sets the outgoing mail's "From:" header to >>> # "SenderName via RT". Setting this option to 0 disables it. >>> >>> Set($UseFriendlyFromLine , 1); >>> >>> # sprintf() format of the friendly 'From:' header; its arguments >>> # are SenderName and SenderEmailAddress. >>> Set($FriendlyFromLineFormat , "\"%s\" <%s>"); >>> >>> Set($LogoURL , $WebImagesURL . "abaton_logo.gif"); >>> >>> 1; >>> >>> Rights: >>> >>> * There are no rights granted on user-level. >>> * I've granted redundant CreateTicket / ReplyToTicket rights >>> (Everyone has those so the rest is quite an overkill - that was >>> just to be sure ... but did not help) >>> * Rights are set on group-level: >>> >>> Unprivileged / Everyone / Privileged / Requestor >>> >>> >>> Current rights >>> >>> /(Check box to revoke right)/ >>> CreateTicket >>> ReplyToTicket >>> >>> >>> Note: Abaton is the group that all support-members are part of. >>> >>> Abaton >>> >>> >>> Current rights >>> >>> /(Check box to revoke right)/ >>> AdminCustomField >>> AdminUsers >>> AssignCustomFields >>> CommentOnTicket >>> ModifyACL >>> ModifyCustomField >>> ModifySelf >>> SeeCustomField >>> ShowACL >>> ShowConfigTab >>> WatchAsAdminCc >>> >>> Queue - GroupRights (All queues have the same setup): >>> >>> Everyone >>> >>> >>> Current rights >>> >>> /(Check box to revoke right)/ >>> CreateTicket >>> ReplyToTicket >>> >>> Owner >>> >>> >>> Current rights >>> >>> /(Check box to revoke right)/ >>> ModifyTicket >>> >>> >>> Requestor >>> >>> >>> Current rights >>> >>> /(Check box to revoke right)/ >>> ReplyToTicket >>> ShowTicket >>> >>> >>> Note: Support is the group that handles the queue support. >>> >>> Support >>> >>> >>> Current rights >>> >>> /(Check box to revoke right)/ >>> AssignCustomFields >>> CommentOnTicket >>> CreateTicket >>> DeleteTicket >>> ModifyACL >>> ModifyQueueWatchers >>> ModifyTicket >>> OwnTicket >>> ReplyToTicket >>> SeeQueue >>> ShowACL >>> ShowOutgoingEmail >>> ShowTicket >>> ShowTicketComments >>> StealTicket >>> TakeTicket >>> Watch >>> WatchAsAdminCc >>> >>> ------------------------------------------------------------------------ >>> >>> If anyone has any idea how to get that thing working in a stable way >>> again I'd be very happy as I've been tinkering around with the system >>> for a very long time now. >>> >>> Thanks in advance! >>> >>> Alexander R. Gruber >>> >> >> > > > -- > ______________________________________ > > Alexander Rudolf Gruber > abaton EDV-Dienstleistungs GmbH > ______________________________________ > > Wielandgasse 14-16/IV/B11 A-8010 Graz > Mariahilfer Stra?e 1d/13 A-1060 Wien > LG f. ZRS Graz, FN202006v, ATU52569000 > Tel: +43 (0) 316/817 896-0 Fax: DW 70 > www.abaton.at alexander.gruber at abaton.at > From robl at linx.net Thu Dec 20 13:19:31 2007 From: robl at linx.net (Robert Lister) Date: Thu, 20 Dec 2007 18:19:31 +0000 Subject: [rt-users] RT and Cc: Header Question... Message-ID: <20071220181931.GH1265@linx.net> Greetings, This might be an FAQ, and if so then I apologize. I am not overly familiar with RT, but all my googles for the answer have drawn a blank so far. If somebody could point me in the right direction, I'd appreciate it. Basically, we mostly use RT internally, between departments via both the e-mail gateway and the web UI. The behavior we need is:- 1. When somebody updates something in the Web interface via "Reply" feature, it e-mails that reply to the people on the ticket. This appears to mostly work at the moment. 2. If somebody chooses to follow up via e-mail, however, this is where the fun begins. On a ticket update, the headers that RT adds to that e-mail are something like this (addresses changed to protect the innocent!) Date: Thu, 20 Dec 2007 13:55:33 +0000 From: Robert Lister via RT Reply-To: it-projects at rt.linx.net To: fred at linx.net, helpdesk at linx.net Cc: engineering at linx.net, helpdesk at linx.net, alice at linx.net, lou at linx.net, management at linx.net, betty at linx.net Subject: Re: [rt.linx.net #18788] Contacts Directory Project It does this because all of those people are either on the ticket, or are ticket watchers. However, when somebody, in their mail client chooses to reply to this e-mail, they cannot usually tell which Cc: headers have been added by RT, or may have been added by the sender, so, the natural thing to think when you receive one of these e-mails and you want to reply, is that all of these Cc: headers must have been added for a reason, so the user hits "Reply to All" This sends multiple copies of the e-mail to various lists and has people here foaming at the mouth when they get many copies of the same message. Take for example "alice at linx.net" who is a watcher on the ticket, and is on the mailing lists engineering and management. Alice will receive 6 copies of the same ticket update: 1. One sent directly from the e-mail responder to alice at linx.net 2. One sent directly from the e-mail responder by virtue of being on the list engineering at linx.net. 3. One sent directly from the e-mail responder by virtue of being on the list management at linx.net. Then, RT will redistribute it again because of the copy sent to it-projects at rt.linx.net so Alice will get more messages:- 4. One sent by RT to alice at linx.net. 5. One sent by RT to management at linx.net. 6. One sent by RT to engineering at linx.net. This also makes it difficult for users to pick out from the headers which Cc: headers have been added via RT, and which people are Cc:d but not on the ticket (you have to look *carefully* at the *correct copy* of the message!) It also leads to people thinking they are on tickets when they are not. It also presents the illusion of control via e-mail that if I want to remove a particular Cc: header because I do NOT want them to get a copy of the message and then reply, RT just adds the Cc: header anyway and sends it. (I think it is generally understood now that this is what RT does after a few embarrassing mishaps!) So, it should either give control, or not, but not add Cc: headers which just confuse everything. Is there a way to get it to just do:- Date: Thu, 20 Dec 2007 13:55:33 +0000 From: Robert Lister via RT Reply-To: it-projects at rt.linx.net To: IT Projects Subject: Re: [rt.linx.net #18788] Contacts Directory Project And then maybe add an X-Header or some other footer to the message, so that it's possible for users to tell without looking in the web interface, who that e-mail was sent to, without actually adding Cc: headers? Then it will control the number of duplicate messages everyone receives in various folders by virtue of being on lists. We tried something a while back, but then RT stopped sending out e-mail when somebody updated a ticket via the web interface. Any thoughts? Regards, Rob -- Robert Lister - London Internet Exchange - http://www.linx.net/ sip:robl at linx.net - inoc-dba:5459*710 - tel: +44 (0)20 7645 3510 From sturner at MIT.EDU Thu Dec 20 13:44:43 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 20 Dec 2007 13:44:43 -0500 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: <476AB3C9.1080802@lbl.gov> References: <4768D4C2.6070405@abaton.at> <47696D44.7030701@lbl.gov> <476A38D2.9060106@abaton.at> <476AB3C9.1080802@lbl.gov> Message-ID: <6.2.3.4.2.20071220133500.045a24d8@po14.mit.edu> At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote: >Alexander, > > I agree. If RT could not access the DB, then a lot of > things would not be working. However, my point was really that > based on the content of the error message, RT thinks that it hasn't > FOUND the recipient. There could, and probably are, many possible > reasons for that. Perhaps after accessing the DB, the data gets > lost in transition or put into an area that got misnamed or is not > accessible for some reason. I am not a "Systems" guy when it comes > to playing with those technologies (UNIX, ORACLE, MySQL, etc.), but > I have been in the business for a long time and my debugging skills > tell me that RT is having trouble with either capturing the data or > finding/recognizing it after it has been captured/found/stored. > Somewhere in that process, the data is either getting lost or it > becomes unrecognizable, ergo the error message you're getting. > Sorry I can't be of more help. I am REALLY interested in what you > DO find when you get the problem resolved. Best of luck. > >Kenn >LBNL The "No recipients found" message just means that the scrip decided that nobody should receive mail for this transaction - it doesn't mean that data is missing or corrupt. For example - if you have a scrip with action 'Notify AdminCcs' and there are no AdminCcs for the ticket or queue, you'll see this message in the log. Steve From rjphillipssr at gmail.com Thu Dec 20 15:22:42 2007 From: rjphillipssr at gmail.com (Ronald J. Phillips, Sr.) Date: Thu, 20 Dec 2007 14:22:42 -0600 Subject: [rt-users] Default Guest Page Message-ID: <20af8b230712201222j32e49e5n7c5473ae42b5b459@mail.gmail.com> Please forgive my newbie question, but I must be using the wrong keywords on my searches... I have installed RT 3.6.5 (test and production instances) and both are working. However, I want to have a default UI page for unprivileged users to open a request in any queue. The preference is for everyone to create a ticket using the UI to force them to fill out required fields entered on ticket creation. I have the guest account created, but how do I create the default home page that allows guest to open a ticket in any queue? In two other instances where I have been a user, but not installer of RT, ( 2.0.9 and 3.0.10) RT was setup with a page that had a form and drop down menu of all the queues to allow a non privileged user to open a ticket as the user "guest". I would like to do the same with 3.6.5, but have not found documentation on how to set it up or enable it if it already exists. Can someone point me in the right direction? Thank you, Ron -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Thu Dec 20 16:54:43 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 20 Dec 2007 13:54:43 -0800 Subject: [rt-users] Notify New Users Of Login Credentials In-Reply-To: <8C61A08E-5F37-43DB-A2B1-04714E572C20@ketema.net> References: <8C61A08E-5F37-43DB-A2B1-04714E572C20@ketema.net> Message-ID: <6.2.1.2.2.20071220133706.027b0258@mail.sdsu.edu> Hi Ketema, There is a pretty good example in the wiki (http://wiki.bestpractical.com/view/AutogeneratedPassword) of a template you can use for generating the login credentials and then mailing them to the user. To use this in your #2 scenario, create the template with the name "Autoreply" in the queue you want this to work in (global template if you want this for all queues). If the global scrip "Autoreply to Requestors" finds a template in the local queue named Autoreply, it will use this instead of the global template of the same name. Disclaimer - I've never tried making a scrip that triggers on user creation, but I think this might work. For scenario #1, you need to create a new scrip that calls the AutoReply template from above (or some variation of it). Try a User Defined condition for the scrip, with the custom condition code being something like this: { my $Transaction = $self->TransactionObj; my $val = $Transaction->ObjectType eq "RT::User" && $Transaction->Type eq "Create"); return 1 if $val; return 0; } You won't be able to recover the password because it is encrypted, but you can create a new one using the above template and the user can change it when he or she logs in. Have fun playing with this! Regards, Gene At 07:10 PM 12/19/2007, Ketema Harris wrote: >Is it possible to have a script that emails the credentials for a newly >created user and to automate the password creation process for users >created via email? > >Here is the scenario: > >1) A user is created via the interface. The user must have an email, >username and password at minimum. Once the save changes button is clicked >that email address is sent a link to RT and the username and password info. > >2) a new user creates a ticket by sending an to an RT address. This user >is remembered, but by default does not have a password and can't >login. In this case can that user have a password generated then sent to >them in the same manner as number 1? -- Gene LeDuc, GSEC Security Analyst San Diego State University From KFCrocker at lbl.gov Thu Dec 20 20:10:01 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 20 Dec 2007 17:10:01 -0800 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: <6.2.3.4.2.20071220133500.045a24d8@po14.mit.edu> References: <4768D4C2.6070405@abaton.at> <47696D44.7030701@lbl.gov> <476A38D2.9060106@abaton.at> <476AB3C9.1080802@lbl.gov> <6.2.3.4.2.20071220133500.045a24d8@po14.mit.edu> Message-ID: <476B1269.5010505@lbl.gov> Stephen, AAAAAHHHHHHH! Kool. I just learned something. Then I really can't see why RT can't find a recipient unless there is some disconnection between what RT is looking for and where it looks for it. Alexander said there were no changes to RT. The scrips are triggering, RT is looking, nothing is found, no email goes out, but probably would have if RT had found a recipient. I'm sure he checked the "organization" set to the DNS name of the host" problem from before. I'm at a loss, but that's no big surprise since I am just now getting to learn about the "internals" of RT. Hope someone has an idea that works for him. Kenn LBNL On 12/20/2007 10:44 AM, Stephen Turner wrote: > At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote: >> Alexander, >> >> I agree. If RT could not access the DB, then a lot of things >> would not be working. However, my point was really that based on the >> content of the error message, RT thinks that it hasn't FOUND the >> recipient. There could, and probably are, many possible reasons for >> that. Perhaps after accessing the DB, the data gets lost in transition >> or put into an area that got misnamed or is not accessible for some >> reason. I am not a "Systems" guy when it comes to playing with those >> technologies (UNIX, ORACLE, MySQL, etc.), but I have been in the >> business for a long time and my debugging skills tell me that RT is >> having trouble with either capturing the data or finding/recognizing >> it after it has been captured/found/stored. Somewhere in that process, >> the data is either getting lost or it becomes unrecognizable, ergo the >> error message you're getting. Sorry I can't be of more help. I am >> REALLY interested in what you DO find when you get the problem >> resolved. Best of luck. >> >> Kenn >> LBNL > > The "No recipients found" message just means that the scrip decided that > nobody should receive mail for this transaction - it doesn't mean that > data is missing or corrupt. For example - if you have a scrip with > action 'Notify AdminCcs' and there are no AdminCcs for the ticket or > queue, you'll see this message in the log. > > Steve > > > > From weser at osp-dd.de Fri Dec 21 03:52:55 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Fri, 21 Dec 2007 09:52:55 +0100 Subject: [rt-users] RT stopped sending mail / No recipients found. Not sending. In-Reply-To: <476B1269.5010505@lbl.gov> References: <4768D4C2.6070405@abaton.at> <47696D44.7030701@lbl.gov> <476A38D2.9060106@abaton.at> <476AB3C9.1080802@lbl.gov> <6.2.3.4.2.20071220133500.045a24d8@po14.mit.edu> <476B1269.5010505@lbl.gov> Message-ID: <476B7EE7.1080901@osp-dd.de> We had the problem of RT not sending mails to anybody too. But I don't think that there were messages about that in rt.log because the fault was that somebody changed the IP of the mailserver. So all mails sent by RT stayed in the spool of postfix unless I corrected the postfix configuration with the new IP address of the mailserver. Unfortunately I can't check the logfile anymore because it doesn't contain information from this time anymore. But maybe that's another part of the system where you can have a look at. Good luck! Ben Kenneth Crocker schrieb: > Stephen, > > > AAAAAHHHHHHH! Kool. I just learned something. Then I really can't > see why RT can't find a recipient unless there is some disconnection > between what RT is looking for and where it looks for it. Alexander > said there were no changes to RT. The scrips are triggering, RT is > looking, nothing is found, no email goes out, but probably would have > if RT had found a recipient. I'm sure he checked the "organization" > set to the DNS name of the host" problem from before. I'm at a loss, > but that's no big surprise since I am just now getting to learn about > the "internals" of RT. Hope someone has an idea that works for him. > > > Kenn > LBNL > > On 12/20/2007 10:44 AM, Stephen Turner wrote: >> At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote: >>> Alexander, >>> >>> I agree. If RT could not access the DB, then a lot of things >>> would not be working. However, my point was really that based on the >>> content of the error message, RT thinks that it hasn't FOUND the >>> recipient. There could, and probably are, many possible reasons for >>> that. Perhaps after accessing the DB, the data gets lost in >>> transition or put into an area that got misnamed or is not >>> accessible for some reason. I am not a "Systems" guy when it comes >>> to playing with those technologies (UNIX, ORACLE, MySQL, etc.), but >>> I have been in the business for a long time and my debugging skills >>> tell me that RT is having trouble with either capturing the data or >>> finding/recognizing it after it has been captured/found/stored. >>> Somewhere in that process, the data is either getting lost or it >>> becomes unrecognizable, ergo the error message you're getting. Sorry >>> I can't be of more help. I am REALLY interested in what you DO find >>> when you get the problem resolved. Best of luck. >>> >>> Kenn >>> LBNL >> >> The "No recipients found" message just means that the scrip decided >> that nobody should receive mail for this transaction - it doesn't >> mean that data is missing or corrupt. For example - if you have a >> scrip with action 'Notify AdminCcs' and there are no AdminCcs for the >> ticket or queue, you'll see this message in the log. >> >> Steve >> >> >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 > 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sysadmin at commer.com Fri Dec 21 16:24:48 2007 From: sysadmin at commer.com (Eric Hunter) Date: Fri, 21 Dec 2007 16:24:48 -0500 Subject: [rt-users] Fetchmail, attachments over 1mb? Message-ID: <476C2F20.8020602@commer.com> We currently have fetchmail set up to grab mail from another mail server and its silently dropping any attachment over 1MB. I've got it set to not drop attachments, Max attachment size is 20MB (I've tried higher, and the default 10MB). Is there a limitation with Fetchmail or something I'm missing? Eric From tom at triadsys.com Fri Dec 21 16:49:04 2007 From: tom at triadsys.com (Tom Vier) Date: Fri, 21 Dec 2007 16:49:04 -0500 Subject: [rt-users] fastcgi setup (debian, rt3.6, apache2 Message-ID: <476C34D0.6040401@triadsys.com> I'm trying to use libapache2-mod-fcgid (debian apparently has a problem with the fastcgi license). It looks like it's already setup in /etc/apache/modes-enabled/. What am i missing? Google helped a little, but i can't find a solution. Starting web server (apache2)...Syntax error on line 27 of /etc/request-tracker3.6/apache2-fastcgi.conf: Invalid command 'FastCgiServer', perhaps misspelled or defined by a module not included in the server configuration failed! -- Tom Vier Sysadmin - Support Technician Triad Systems Engineering, Inc. From tom at triadsys.com Fri Dec 21 16:44:49 2007 From: tom at triadsys.com (Tom Vier) Date: Fri, 21 Dec 2007 16:44:49 -0500 Subject: [rt-users] Fetchmail, attachments over 1mb? In-Reply-To: <476C2F20.8020602@commer.com> References: <476C2F20.8020602@commer.com> Message-ID: <476C33D1.8040003@triadsys.com> Are you using mysql? I had to increase these values: key_buffer = 16M max_allowed_packet = 16M -- Tom Vier Sysadmin - Support Technician Triad Systems Engineering, Inc. Eric Hunter wrote: > We currently have fetchmail set up to grab mail from another mail server > and its silently dropping any attachment over 1MB. I've got it set to > not drop attachments, Max attachment size is 20MB (I've tried higher, > and the default 10MB). > > Is there a limitation with Fetchmail or something I'm missing? > > > Eric > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. Email us at sales at bestpractical.com or call us at +1 617 > 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com From mndud3 at gmail.com Fri Dec 21 18:46:06 2007 From: mndud3 at gmail.com (Bill Fischer) Date: Fri, 21 Dec 2007 17:46:06 -0600 Subject: [rt-users] Autoreply not working? Message-ID: <4812be720712211546j4105dff2m8c50319a6a3af3ea@mail.gmail.com> Good day, I've got an email alias set up. I send it email from the email address associated with my RT user account. A ticket is created, but I don't get a response back. I discovered and changed the RedistributeAutoGeneratedMessages variable in our RT_SiteConfig.pm file. I set it to 1 instead of 'privileged'. This changed the behavior in the rt.log. Instead of stating: Not redistributing this message to unprivileged users based on site configuration. I now get the following for both Scrip #3 (on create autoreply) and Scrip #4: No recipients found. Not sending. I also changed the NotifyActor value to 1. Same result. I'm fairly new to RT. This is a new install and we've never had this working. Am I missing something? Summary: RT 3.6.5 Using Apache with mod_perl. Details from Configuration -> Tools -> System Configuration are below. Thanks! Bill Fischer Perl v5.8.4 under solaris Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::DBI v1.06; Apache::Server v1.01; Apache::Session v1.83; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; Apache::Status v2.03; Apache::Symbol v1.31; Apache::Table v0.01; AutoLoader v5.60; B v1.02; base v2.05; bytes v1.01; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.02; CGI v3.11; CGI::Cookie v1.26; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.06; Class::ReturnValue v0.55; Clone v0.28; constant v1.04; Cwd v3.25; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v4.005; DBI v1.601; DBIx::SearchBuilder v1.48; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.15; Devel::StackTraceFrame v0.6; Devel::Symdump v2.08; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v1.99_01; Encode::Alias v1.38; Encode::Config v1.07; Encode::Encoding v1.33; Errno v1.09; Exception::Class v1.23; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; File::Basename v2.72; File::Glob v1.02; File::Path v1.06; File::Spec v3.25; File::Spec::Unix v1.5; File::Temp v0.18; FileHandle v2.01; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.37; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.56; HTML::Scrubber v0.08; HTML::Tagse t v3.10; HTML::TreeBuilder v3.23; HTTP::Date v1.47; I18N::LangTags v0.35; integer v1.00; IO v1.23; IO::File v1.14; IO::Handle v1.27; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; Lis t::Util v1.19; Locale::Maketext v1.10; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Lexicon v0.64; Locale::Maketext::Lexicon::Gettext v0.15; Log::Dispatch v2.20; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Mail::Address v2.02; Mail::Field v2.02; Mail::Field::AddrList v2.02; Mail::Field::Date v2.02; Mail::Field::Generic v2.02; Mail::Header v2.02; Mail::Internet v2.02;Mail::Util v2.02; MIME::Base64 v3.07; MIME::Body v5.425; MIME::Decoder v5.425; MIME::Entity v5.425; MIME::Field::ContDisp v5.425; MIME::Field::ConT raEnc v5.425; MIME::Field::ContType v5.425; MIME::Field::ParamVal v5.425; MIME::Head v5.425; MIME::Parser v5.425; MIME::QuotedPrint v3.07; MIME::Tools v5.425; MIME::Words v5.425; mod_perl v1.29; Module::Versions::Report v1.03; overload v1.01; Params::Validate v0.89; re v0.04; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.6.5; RT::Interface::Email v2; Scalar::Util v1.19; SelectSaver v1.00; Storable v2.12; strict v1.03; Symbol v1.05; Text::Template v1.44; Text::Wrapper v1.01; Time::HiRes v1.9708; Time::JulianDay v2003.1125; Time::Local v1.07; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.35; URI::Escape v3.28; utf8 v1.03; vars v1. 01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm RT::CommentAddress RT::CorrespondAddress RT::DatabaseHost localhost RT::DatabaseName RT::DatabasePassword Password not printed RT::DatabasePort 3306 RT::DatabaseRTHost localhost RT::DatabaseType mysql RT::DatabaseUser RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subjec t__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::DefaultSummaryRows 10 RT::EmailOutputEncoding utf-8 RT::EtcPath /opt/rt3/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of Ticket #%s":; RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalPath /opt/rt3/local RT::LogDir /opt/rt3/var/log RT::LogToFile debug RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogoURL /NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 5 RT::OldestTransactionsFirst 1 RT::Organization example.com RT::OwnerEmail root RT::RTAddressRegexp ^rt\@example.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages 1 RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailBounceArguments -f "<>" RT::SendmailPath /usr/sbin/sendmail RT::ShowTransactionImages 1 RT::StrictLinkACL 1 RT::Timezone US/Central RT::UseFriendlyFromLine 1 RT::VERSION 3.6.5 RT::VarPath /opt/rt3/var RT::WebBaseURL RT::WebDefaultStylesheet 3.5-default RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /NoAuth/images/ RT::WebPort 443 RT::WebURL RT::rtname Perl configuration Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=solaris, osvers=2.10, archname=sun4-solaris-64int uname='sunos localhost 5.10 sun4u sparc SUNW,Ultra-2' config_args='' 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=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -D_TS_ERRNO', optimize='-O', cppflags='' ccversion='Sun WorkShop', gccversion='', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=87654321 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='gcc', ldflags ='' libpth=/lib /usr/lib /usr/ccs/lib libs=-lsocket -lnsl -ldl -lm -lc perllibs=-lsocket -lnsl -ldl -lm -lc libc=/lib/libc.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-R /usr/perl5/5.8.4/lib/sun4-solaris-64int/CORE' cccdlflags='-fPIC', lddlflags='-G' -------------- next part -------------- An HTML attachment was scrubbed... URL: From rouilj at renesys.com Fri Dec 21 19:10:37 2007 From: rouilj at renesys.com (John Rouillard) Date: Sat, 22 Dec 2007 00:10:37 +0000 Subject: [rt-users] Sharing a custom field between two queues Message-ID: <20071222001037.GO31276@renesys.com> Hi all: I have two queues with a custom field called assets. If a ticket is in queue A, and I fill in the assets field it works fine as long as the ticket stays in queue A. When I move the ticket to queue B, the assets field is empty. If I move it back to queue A the field is once again filled. We have to change the queue of a ticket as part of the workflow. I saw that custom fields can be defined globally, but just two queues of some 20 queues on our RT installation should have an assets custom field. I am running RT 3.2.2, is this the way it's supposed to work, or is it broken in 3.2.2? Is there some way to tell RT that the assets field of queue A and the assets field of queue B are the same field? -- -- rouilj John Rouillard System Administrator Renesys Corporation 603-643-9300 x 111 From elacour at easter-eggs.com Sat Dec 22 02:25:49 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sat, 22 Dec 2007 08:25:49 +0100 Subject: [rt-users] fastcgi setup (debian, rt3.6, apache2 In-Reply-To: <476C34D0.6040401@triadsys.com> References: <476C34D0.6040401@triadsys.com> Message-ID: <20071222072548.GA15898@easter-eggs.com> On Fri, Dec 21, 2007 at 04:49:04PM -0500, Tom Vier wrote: > I'm trying to use libapache2-mod-fcgid (debian apparently has a problem libapache2-mod-fastcgi != libapache2-mod-fcgid install libapache2-mod-fastcgi, and it should works ;) From ntyni+rt-users at mappi.helsinki.fi Sat Dec 22 06:33:24 2007 From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni) Date: Sat, 22 Dec 2007 13:33:24 +0200 Subject: [rt-users] fastcgi setup (debian, rt3.6, apache2 In-Reply-To: <476C34D0.6040401@triadsys.com> References: <476C34D0.6040401@triadsys.com> Message-ID: <20071222113324.GA18676@rispa.it.helsinki.fi> On Fri, Dec 21, 2007 at 04:49:04PM -0500, Tom Vier wrote: > I'm trying to use libapache2-mod-fcgid (debian apparently has a problem > with the fastcgi license). It looks like it's already setup in > /etc/apache/modes-enabled/. > > What am i missing? Google helped a little, but i can't find a solution. > Starting web server (apache2)...Syntax error on line 27 of > /etc/request-tracker3.6/apache2-fastcgi.conf: > Invalid command 'FastCgiServer', perhaps misspelled or defined by a > module not included in the server configuration > failed! Hi, as I recall, you don't need the 'FastCgiServer' directive at all with mod_fcgid. There's an example configuration file shipped in newer Debian packages in unstable; see eg. http://svn.debian.org/wsvn/pkg-request-tracker/packages/request-tracker3.6/trunk/debian/conf/apache2-fcgid.conf?op=file Hope this helps, -- Niko Tyni ntyni at debian.org From tom at triadsys.com Wed Dec 26 11:34:12 2007 From: tom at triadsys.com (Tom Vier) Date: Wed, 26 Dec 2007 11:34:12 -0500 Subject: [rt-users] fastcgi setup (debian, rt3.6, apache2 In-Reply-To: <20071222072548.GA15898@easter-eggs.com> References: <476C34D0.6040401@triadsys.com> <20071222072548.GA15898@easter-eggs.com> Message-ID: <47728284.8020700@triadsys.com> Same problem, unfortunately. I have both installed. Apache complains that FastCgiIpcDir and FastCgiServer are invalid commands, when i include rt's apache2 conf file in sites-enabled/rt. I have these files, so i looks to me like it should be loading those modules. tom:/etc/apache2# cat mods-available/fastcgi.conf AddHandler fastcgi-script .fcgi #FastCgiWrapper /usr/lib/apache2/suexec2 FastCgiIpcDir /var/lib/apache2/fastcgi tom:/etc/apache2# cat mods-available/fcgid.conf AddHandler fcgid-script .fcgi SocketPath /var/lib/apache2/fcgid/sock IPCConnectTimeout 20 and i've tried with both fastcgi: lrwxrwxrwx 1 root root 30 2007-12-26 11:29 fastcgi.conf -> ../mods-available/fastcgi.conf lrwxrwxrwx 1 root root 30 2007-12-26 11:29 fastcgi.load -> ../mods-available/fastcgi.load and fcgid modules enabled (never both, in case they conflict). -- Tom Vier Sysadmin - Support Technician Triad Systems Engineering, Inc. Emmanuel Lacour wrote: > On Fri, Dec 21, 2007 at 04:49:04PM -0500, Tom Vier wrote: >> I'm trying to use libapache2-mod-fcgid (debian apparently has a problem > > > libapache2-mod-fastcgi != libapache2-mod-fcgid > > install libapache2-mod-fastcgi, and it should works ;) > From tom at triadsys.com Wed Dec 26 14:20:28 2007 From: tom at triadsys.com (Tom Vier) Date: Wed, 26 Dec 2007 14:20:28 -0500 Subject: [rt-users] fastcgi setup (debian, rt3.6, apache2 In-Reply-To: <47728284.8020700@triadsys.com> References: <476C34D0.6040401@triadsys.com> <20071222072548.GA15898@easter-eggs.com> <47728284.8020700@triadsys.com> Message-ID: <4772A97C.8070905@triadsys.com> I got it working. The suexec module wasn't enabled and i was including the rt config inside a virtual host (i just moved it up a level to the first line of site-enabled/rt). -- Tom Vier Sysadmin - Support Technician Triad Systems Engineering, Inc. Tom Vier wrote: > Same problem, unfortunately. I have both installed. Apache complains > that FastCgiIpcDir and FastCgiServer are invalid commands, when i > include rt's apache2 conf file in sites-enabled/rt. > > I have these files, so i looks to me like it should be loading those > modules. > > tom:/etc/apache2# cat mods-available/fastcgi.conf > > AddHandler fastcgi-script .fcgi > #FastCgiWrapper /usr/lib/apache2/suexec2 > FastCgiIpcDir /var/lib/apache2/fastcgi > > tom:/etc/apache2# cat mods-available/fcgid.conf > > AddHandler fcgid-script .fcgi > SocketPath /var/lib/apache2/fcgid/sock > IPCConnectTimeout 20 > > > > and i've tried with both fastcgi: > > lrwxrwxrwx 1 root root 30 2007-12-26 11:29 fastcgi.conf -> > ../mods-available/fastcgi.conf > lrwxrwxrwx 1 root root 30 2007-12-26 11:29 fastcgi.load -> > ../mods-available/fastcgi.load > > and fcgid modules enabled (never both, in case they conflict). > > -- > Tom Vier > Sysadmin - Support Technician > Triad Systems Engineering, Inc. > > Emmanuel Lacour wrote: >> On Fri, Dec 21, 2007 at 04:49:04PM -0500, Tom Vier wrote: >>> I'm trying to use libapache2-mod-fcgid (debian apparently has a problem >> >> >> libapache2-mod-fastcgi != libapache2-mod-fcgid >> >> install libapache2-mod-fastcgi, and it should works ;) >> > From jesse at bestpractical.com Wed Dec 26 15:53:31 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Dec 2007 15:53:31 -0500 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <476307EC.5080403@lbl.gov> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> <20071213171639.U29263@spaceball1.doogles.com> <4761BF96.6040708@lbl.gov> <20071214080925.R8998@spaceball1.doogles.com> <476307EC.5080403@lbl.gov> Message-ID: <20071226205329.GG22917@bestpractical.com> On Fri, Dec 14, 2007 at 02:47:08PM -0800, Kenneth Crocker wrote: > Jesse, > > > It seems to me that there are some few RT users that have gone to > the file-session method due to some problems with the session table in the > DB, especially in ORACLE. Are there now some fixes we can download that > will allow us to drop the file-session methodology and go back to using > the ORACLE DB? If not, has anyone at BestPractical seen some consistent > set of circumstances (and appropriate fixes) that would lead us to a > resolution to the file-session problems we're all having with FireFox > and IE? I sure hope so. I've been ready to put 3.6.4 into production for > well over a month and still can't get this bug fixed in order to do so. > Some help, please. Thanks. Sorry, nope. The long term fix is to replace Apache::Session with something we have more control over. You can also likely limit the damage it does by making sure your CSS, js and Image requeusts go directly through apache with "Alias" lines, rather than through RT. -jesse From torsten.brumm at Kuehne-Nagel.com Thu Dec 27 10:05:31 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Thu, 27 Dec 2007 16:05:31 +0100 Subject: [rt-users] RT 3.6.5 / Problems with MyDay.html In-Reply-To: <20071226205329.GG22917@bestpractical.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394D3787D@w3hamboex11.ger.win.int.kn> Hi RT Users, Jesse, Today i started to use /Tools/MyDay.html and realized this is not working. I get all my Tickets displayed, i can change status etc but after submit nothing happens....?!? I searched the logs and i found nothing. So my questions, is this still buggy or forgotten or do i something wrong? Thanks Torsten From theillien at yahoo.com Thu Dec 27 17:20:24 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 27 Dec 2007 17:20:24 -0500 Subject: [rt-users] Custom Search Possibilities Message-ID: <47742528.8070402@yahoo.com> A colleague asked me if it is possible to create a search for tickets last updated within the past 48 hours. He can search for 'yesterday' as well as 'today'. Is it possible to create a search that can do '48 hours ago'? -- Keep up with me and what I'm up to: http://theillien.blogspot.com From theillien at yahoo.com Thu Dec 27 18:11:59 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 27 Dec 2007 18:11:59 -0500 Subject: [rt-users] Custom Search Possibilities In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC7571C0@NDJSEVS23B.ndc.nasa.gov> References: <47742528.8070402@yahoo.com> <5D0B651C5306D64AA429824F50D2C0AC7571C0@NDJSEVS23B.ndc.nasa.gov> Message-ID: <4774313F.3080909@yahoo.com> Yes, that manages to return every ticket in teh database Keep up with me and what I'm up to: http://theillien.blogspot.com Schincke, Keith D. (JSC-IT)[MEI] wrote: > Have you tried the below? > > LastUpdated > '-2 days' > > > Keith > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew > Snyder > Sent: Thursday, December 27, 2007 4:20 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Custom Search Possibilities > > A colleague asked me if it is possible to create a search for tickets > last updated within the past 48 hours. He can search for 'yesterday' as > well as 'today'. Is it possible to create a search that can do '48 > hours ago'? > > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take up to 20 percent off the price. This sale won't last long, so get > in touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com Commercial support: > sales 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 Dec 27 18:09:58 2007 From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI]) Date: Thu, 27 Dec 2007 17:09:58 -0600 Subject: [rt-users] Custom Search Possibilities In-Reply-To: <47742528.8070402@yahoo.com> References: <47742528.8070402@yahoo.com> Message-ID: <5D0B651C5306D64AA429824F50D2C0AC7571C0@NDJSEVS23B.ndc.nasa.gov> Have you tried the below? LastUpdated > '-2 days' Keith -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder Sent: Thursday, December 27, 2007 4:20 PM To: rt-users at lists.fsck.com Subject: [rt-users] Custom Search Possibilities A colleague asked me if it is possible to create a search for tickets last updated within the past 48 hours. He can search for 'yesterday' as well as 'today'. Is it possible to create a search that can do '48 hours ago'? -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From todd at chaka.net Thu Dec 27 22:12:35 2007 From: todd at chaka.net (Todd Chapman) Date: Thu, 27 Dec 2007 22:12:35 -0500 Subject: [rt-users] Custom Search Possibilities In-Reply-To: <4774313F.3080909@yahoo.com> References: <47742528.8070402@yahoo.com> <5D0B651C5306D64AA429824F50D2C0AC7571C0@NDJSEVS23B.ndc.nasa.gov> <4774313F.3080909@yahoo.com> Message-ID: <519782dc0712271912r32bb6a5fy379ab1d3b5b942b6@mail.gmail.com> Try "2 days ago" On 12/27/07, Mathew Snyder wrote: > Yes, that manages to return every ticket in teh database > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Schincke, Keith D. (JSC-IT)[MEI] wrote: > > Have you tried the below? > > > > LastUpdated > '-2 days' > > > > > > Keith > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew > > Snyder > > Sent: Thursday, December 27, 2007 4:20 PM > > To: rt-users at lists.fsck.com > > Subject: [rt-users] Custom Search Possibilities > > > > A colleague asked me if it is possible to create a search for tickets > > last updated within the past 48 hours. He can search for 'yesterday' as > > well as 'today'. Is it possible to create a search that can do '48 > > hours ago'? > > > > -- > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, we'll > > take up to 20 percent off the price. This sale won't last long, so get > > in touch today. > > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > 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 > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From stephen.cochran at kingarthurflour.com Fri Dec 28 21:23:08 2007 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Fri, 28 Dec 2007 21:23:08 -0500 Subject: [rt-users] rtimportldap.pl Message-ID: <29F4386C-07B0-4A83-B2AA-F5894F518894@kingarthurflour.com> Did anyone take ownership of the rtimportldap.pl script? Is there an updated version somewhere? Last message I can find about it in the archives is from 2005. I have external LDAP authentication working, but I'd like to pre- populate the RT user db with my LDAP users so I can set up groups etc. What would be even better is a nightly dump of groups from LDAP (using AD 2003) into RT groups so I only have to maintain them in one place. Anyone doing this? Thank, Steve From HelmuthRamirez at compupay.com Fri Dec 28 22:32:35 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 28 Dec 2007 22:32:35 -0500 Subject: [rt-users] rtimportldap.pl Message-ID: <7314881427FC8A4081673E8CEEA79249085652C9@EXMIAMI01.compupay.com> We do something similar, nightly imports of AD users via a cron job, but we don't use the groups feature. Not sure if you would be interested in that. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: RT-Users at lists.bestpractical.com Sent: Fri Dec 28 20:23:08 2007 Subject: [rt-users] rtimportldap.pl Did anyone take ownership of the rtimportldap.pl script? Is there an updated version somewhere? Last message I can find about it in the archives is from 2005. I have external LDAP authentication working, but I'd like to pre- populate the RT user db with my LDAP users so I can set up groups etc. What would be even better is a nightly dump of groups from LDAP (using AD 2003) into RT groups so I only have to maintain them in one place. Anyone doing this? Thank, Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at sales at bestpractical.com or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: 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 stephen.cochran at kingarthurflour.com Fri Dec 28 23:50:24 2007 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Fri, 28 Dec 2007 23:50:24 -0500 Subject: [rt-users] rtimportldap.pl In-Reply-To: <7314881427FC8A4081673E8CEEA79249085652C9@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA79249085652C9@EXMIAMI01.compupay.com> Message-ID: <4A738861-08B9-4A35-A6CD-0F561BD275A0@kingarthurflour.com> Well, if anyone's interested, I've modified the last version of rtimportldap.pl I could find to work with version 3.6.3 and AD 2003. Also added one new feature to skip certain LDAP entries based on a regex against the dn value, skiplist enterable from the command line. Going to try and sync my groups now, so will fix anything I encounter during that as well. I'm new to RT, is there a contrib section or subversion repository for things like this? Steve Cochran King Arthur Flour From stephen.cochran at kingarthurflour.com Sat Dec 29 01:00:07 2007 From: stephen.cochran at kingarthurflour.com (Steve Cochran) Date: Sat, 29 Dec 2007 01:00:07 -0500 Subject: [rt-users] rtimportldap.pl In-Reply-To: <7314881427FC8A4081673E8CEEA79249085652C9@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA79249085652C9@EXMIAMI01.compupay.com> Message-ID: <2A59C4A1-05AB-48A4-AEB4-9B3E91694C9E@kingarthurflour.com> In trying to get the group sync part of this script working, ran into something I'm not sure about. What's the internal difference between a User and a Principal? in Group_Overlay, HasMember wants a Principal object, not a User object. The examples at the top of that file show Loading a principal, but only from an ID, not a username. Looking in the Principal database, the principal id matches the user id, but will that always be the case? What's the point of the principal object then? Steve On Dec 28, 2007, at 10:32 PM, Helmuth Ramirez wrote: > We do something similar, nightly imports of AD users via a cron job, > but we don't use the groups feature. Not sure if you would be > interested in that. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > To: RT-Users at lists.bestpractical.com > Sent: Fri Dec 28 20:23:08 2007 > Subject: [rt-users] rtimportldap.pl > > > Did anyone take ownership of the rtimportldap.pl script? Is there an > updated version somewhere? Last message I can find about it in the > archives is from 2005. > > I have external LDAP authentication working, but I'd like to pre- > populate the RT user db with my LDAP users so I can set up groups etc. > What would be even better is a nightly dump of groups from LDAP (using > AD 2003) into RT groups so I only have to maintain them in one place. > > Anyone doing this? > > Thank, > Steve > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, > we'll take > up to 20 percent off the price. This sale won't last long, so get in > touch today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: 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 theillien at yahoo.com Sun Dec 30 06:22:45 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 30 Dec 2007 06:22:45 -0500 Subject: [rt-users] Custom Search Possibilities In-Reply-To: <519782dc0712271912r32bb6a5fy379ab1d3b5b942b6@mail.gmail.com> References: <47742528.8070402@yahoo.com> <5D0B651C5306D64AA429824F50D2C0AC7571C0@NDJSEVS23B.ndc.nasa.gov> <4774313F.3080909@yahoo.com> <519782dc0712271912r32bb6a5fy379ab1d3b5b942b6@mail.gmail.com> Message-ID: <47777F85.8040906@yahoo.com> Sweet. Thanks, works like a charm. Keep up with me and what I'm up to: http://theillien.blogspot.com Todd Chapman wrote: > Try "2 days ago" > > On 12/27/07, Mathew Snyder wrote: >> Yes, that manages to return every ticket in teh database >> >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> >> >> Schincke, Keith D. (JSC-IT)[MEI] wrote: >>> Have you tried the below? >>> >>> LastUpdated > '-2 days' >>> >>> >>> Keith >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew >>> Snyder >>> Sent: Thursday, December 27, 2007 4:20 PM >>> To: rt-users at lists.fsck.com >>> Subject: [rt-users] Custom Search Possibilities >>> >>> A colleague asked me if it is possible to create a search for tickets >>> last updated within the past 48 hours. He can search for 'yesterday' as >>> well as 'today'. Is it possible to create a search that can do '48 >>> hours ago'? >>> >>> -- >>> Keep up with me and what I'm up to: http://theillien.blogspot.com >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >>> >>> If you sign up for a new RT support contract before December 31, we'll >>> take up to 20 percent off the price. This sale won't last long, so get >>> in touch today. >>> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >>> >>> >>> Community help: http://wiki.bestpractical.com Commercial support: >>> 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 >> >> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: >> >> If you sign up for a new RT support contract before December 31, we'll take >> up to 20 percent off the price. This sale won't last long, so get in touch >> today. >> Email us at sales at bestpractical.com or call us at +1 617 812 0745. >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From colin at cipher-it.co.uk Sun Dec 30 06:59:03 2007 From: colin at cipher-it.co.uk (Colin Durrant) Date: Sun, 30 Dec 2007 11:59:03 +0000 Subject: [rt-users] Copy or move all tickets to a separate queue Message-ID: Hi We are in the process of changing our support procedures. We now have a first line support team that will deal with all tickets rather than having separate queues for each customer like we currently have. I have two solutions in mind - either on the home page dashboard, how do we modify this to show all the latest tickets? Secondly, move or copy all tickets that come into RT into a new 1st line support queue? Appreciate any help. Thanks and kind regards Colin Durrant Technical Director Cipher-IT Ltd 0870 242 6241 www.cipher-it.co.uk From alexchorny at gmail.com Sun Dec 30 20:26:35 2007 From: alexchorny at gmail.com (Alexandr Ciornii) Date: Mon, 31 Dec 2007 03:26:35 +0200 Subject: [rt-users] RT 3.6 requires two or three logins with firefox and IE In-Reply-To: <20071226205329.GG22917@bestpractical.com> References: <200712062003.lB6K3QCj009112@stevens.arl.psu.edu> <200712102035.lBAKZhFX004090@stevens.arl.psu.edu> <200712130237.lBD2bYAK007755@stevens.arl.psu.edu> <4761A949.8000803@lbl.gov> <20071213171639.U29263@spaceball1.doogles.com> <4761BF96.6040708@lbl.gov> <20071214080925.R8998@spaceball1.doogles.com> <476307EC.5080403@lbl.gov> <20071226205329.GG22917@bestpractical.com> Message-ID: <2f1541220712301726n1be93babra50580474442cd65@mail.gmail.com> Hi, Jesse, 2007/12/26, Jesse Vincent : > On Fri, Dec 14, 2007 at 02:47:08PM -0800, Kenneth Crocker wrote: > > If not, has anyone at BestPractical seen some consistent > > set of circumstances (and appropriate fixes) that would lead us to a > > resolution to the file-session problems we're all having with FireFox > > and IE? I sure hope so. I've been ready to put 3.6.4 into production for > > well over a month and still can't get this bug fixed in order to do so. > Sorry, nope. The long term fix is to replace Apache::Session with > something we have more control over. Did you tried adding 'Transaction' argument when creating session? Patch is attached. P.S. If it will not help, another solution is to fix Apache::Session. -- Alexandr Ciornii, http://chorny.net -------------- next part -------------- A non-text attachment was scrubbed... Name: SetupSessionCookie.patch Type: text/x-patch Size: 330 bytes Desc: not available URL: From smccreadie at CanyonPartners.com Mon Dec 31 01:59:35 2007 From: smccreadie at CanyonPartners.com (Sean McCreadie) Date: Sun, 30 Dec 2007 22:59:35 -0800 Subject: [rt-users] Trouble with Article body text wrapping in RTFM 2.2.1 Message-ID: <6A8A671AFE630144BC8AE1D84E6700B802FB8D@SR-ES-EMAIL01.canyonpartners.local> Hello, I just recently installed RTFM 2.2.1 on RT 3.6.5 and so far I love it. The only problem is that it won't wrap the text correctly in the article body display. I know several others have had this issue but I haven't seen a resolution posted for it yet. Any help would be really appreciated. Thanks in advance. Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Mon Dec 31 12:06:23 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 31 Dec 2007 09:06:23 -0800 Subject: [rt-users] Sharing a custom field between two queues In-Reply-To: <20071222001037.GO31276@renesys.com> References: <20071222001037.GO31276@renesys.com> Message-ID: <6.2.1.2.2.20071231090023.0280afa0@mail.sdsu.edu> Hi John, I've set up queues (in v3.6.3) that share custom fields and had it work fine. As I recall, you create the custom field globally and then assign it to whatever queues you want. Assuming that queues A and B have the custom field PHONE assigned to them, the contents of PHONE should not change or disappear when the ticket gets moved between A and B. If this is your setup but not your experience, maybe the permissions in each queue are different. Regards, Gene At 04:10 PM 12/21/2007, John Rouillard wrote: >Hi all: > >I have two queues with a custom field called assets. If a ticket is in >queue A, and I fill in the assets field it works fine as long as the >ticket stays in queue A. When I move the ticket to queue B, the assets >field is empty. If I move it back to queue A the field is once again >filled. We have to change the queue of a ticket as part of the >workflow. > >I saw that custom fields can be defined globally, but just two queues >of some 20 queues on our RT installation should have an assets custom >field. > >I am running RT 3.2.2, is this the way it's supposed to work, or is it >broken in 3.2.2? Is there some way to tell RT that the assets >field of queue A and the assets field of queue B are the same field? > >-- > -- rouilj > >John Rouillard >System Administrator >Renesys Corporation >603-643-9300 x 111 >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > >If you sign up for a new RT support contract before December 31, we'll take >up to 20 percent off the price. This sale won't last long, so get in touch >today. > Email us at sales at bestpractical.com or call us at +1 617 812 0745. > > >Community help: http://wiki.bestpractical.com >Commercial support: 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