From theillien at yahoo.com Sun Jul 1 06:38:57 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 01 Jul 2007 06:38:57 -0400 Subject: [rt-users] Problem with script Message-ID: <46878441.2030307@yahoo.com> Hopefully someone here can help. I posted to the perl beginners mailing list but as they likely don't have much RT specific experience I don't think I'll get much help from them. Given the attached script, why do I get a runaway format error? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com -------------- next part -------------- A non-text attachment was scrubbed... Name: ticket_list.tar,gz Type: application/octet-stream Size: 3639 bytes Desc: not available URL: From theillien at yahoo.com Sun Jul 1 06:47:31 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 01 Jul 2007 06:47:31 -0400 Subject: [rt-users] Resend: Problem with script Message-ID: <46878643.8080503@yahoo.com> resent it because I'm not sure how the mailing list handles .tar.gz files. Hopefully someone here can help. I posted to the perl beginners mailing list but as they likely don't have much RT specific experience I don't think I'll get much help from them. Given the attached script, why do I get a runaway format error? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com -------------- next part -------------- A non-text attachment was scrubbed... Name: Dates.pm Type: application/x-perl Size: 1324 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Emails.pm Type: application/x-perl Size: 155 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ticket_lists.pl Type: application/x-perl Size: 6446 bytes Desc: not available URL: From rafal.kaminski at blstream.com Sun Jul 1 08:10:09 2007 From: rafal.kaminski at blstream.com (=?ISO-8859-2?Q?Rafa=B3_Kami=F1ski?=) Date: Sun, 01 Jul 2007 14:10:09 +0200 Subject: [rt-users] Can somebody help/tell me: how i can conf. Exim4 to work with RT? Message-ID: <468799A1.4070006@blstream.com> Hi, Can somebody tell me how i can configure Exim4 to work with Request-Tracker version 3.6? I want to send email to helpdesk at domain.com and it could be deliver to helpdesk queue. I read wiki and some wpage, but i can find good tutorial to do this. Thanks for help. -- Rafal Kaminski - System Administrator http://blstream.com email: rafal.kaminski at blstream.com phone: +48608471986 jid: rka at im.blstream.com From scott at 4th.com Sun Jul 1 10:46:14 2007 From: scott at 4th.com (Scott Courtney) Date: Sun, 1 Jul 2007 10:46:14 -0400 Subject: [rt-users] Can somebody help/tell me: how i can conf. Exim4 to work with RT? In-Reply-To: <468799A1.4070006@blstream.com> References: <468799A1.4070006@blstream.com> Message-ID: <200707011046.14767.scott@4th.com> On Sunday 01 July 2007 08:10, Rafa? Kami?ski wrote: > Can somebody tell me how i can configure Exim4 to work with > Request-Tracker version 3.6? I want to send email to helpdesk at domain.com > and it could be deliver to helpdesk queue. > > I read wiki and some wpage, but i can find good tutorial to do this. > > Thanks for help. What I've done isn't officially supported by the RT team, but rather than having a static aliases list for the RT correspond and comment addresses, I have Exim4 do a direct MySQL query of the RT queues, and route appropriately. This works great if your Exim4 installation is handling relatively light (a few thousand messages an hour, rather than tens of thousands) load, but may not scale up to a large "carrier grade" installation without some tweaking. Let me know if this is of interest, and I'll be glad to share my config file fragments. The only caveat I need to offer is that my life is extremely busy right now, so I don't have time available to help much with troubleshooting. I'm not trying to be mean, just realistic about my current project workload for the job that pays the rent. :-) Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From sturner at MIT.EDU Mon Jul 2 09:26:55 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 02 Jul 2007 09:26:55 -0400 Subject: [rt-users] Resend: Problem with script In-Reply-To: <46878643.8080503@yahoo.com> References: <46878643.8080503@yahoo.com> Message-ID: <6.2.3.4.2.20070702092626.03eae008@po14.mit.edu> At Sunday 7/1/2007 06:47 AM, Mathew Snyder wrote: >resent it because I'm not sure how the mailing list handles .tar.gz files. > >Hopefully someone here can help. I posted to the perl beginners mailing list >but as they likely don't have much RT specific experience I don't >think I'll get >much help from them. > >Given the attached script, why do I get a runaway format error? > >Mathew >-- >Keep up with me and what I'm up to: http://theillien.blogspot.com Mathew, Could you also post the actual error message including the line number? Thanks, Steve From theillien at yahoo.com Mon Jul 2 10:42:13 2007 From: theillien at yahoo.com (Mathew) Date: Mon, 02 Jul 2007 10:42:13 -0400 Subject: [rt-users] Resend: Problem with script In-Reply-To: <6.2.3.4.2.20070702092626.03eae008@po14.mit.edu> References: <46878643.8080503@yahoo.com> <6.2.3.4.2.20070702092626.03eae008@po14.mit.edu> Message-ID: <46890EC5.3050301@yahoo.com> Stephen Turner wrote: > > > At Sunday 7/1/2007 06:47 AM, Mathew Snyder wrote: >> resent it because I'm not sure how the mailing list handles .tar.gz >> files. >> >> Hopefully someone here can help. I posted to the perl beginners >> mailing list >> but as they likely don't have much RT specific experience I don't >> think I'll get >> much help from them. >> >> Given the attached script, why do I get a runaway format error? >> >> Mathew >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com > > Mathew, > > Could you also post the actual error message including the line number? > > Thanks, > Steve > [Mon Jul 2 14:32:32 2007] [crit]: Runaway format at ./ticket_lists.pl line 122. (/usr/local/rt-3.6.3/lib/RT.pm:346) Runaway format at ./ticket_lists.pl line 122. Mathew -- Keep up with my goings on at http://theillien.blogspot.com From thomas.hecker at ffpr.de Mon Jul 2 10:47:36 2007 From: thomas.hecker at ffpr.de (Thomas Hecker) Date: Mon, 02 Jul 2007 16:47:36 +0200 Subject: [rt-users] Reminder does not re-open a ticket Message-ID: Hi to all, i have the problem, that a reminder does not re-open a ticket. It keeps standing in the list of reminders, but does not open a ticket, when the time for it has come. You can find a screenshot right here: http://www.thomashecker.de/rt.gif In it you can see, that there is a reminder that should have re-open the ticket #42 16 hours ago, but didn't. I'm running rt 3.6.1 on a debian 4.0 linux using sendmail for all email stuff. there are no other applications running on the server. There were no modifications done to the codebase or any other scripts installed. can somebody point me in the right direction? Thanks for help! Thomas From caralomi at hotmail.com Mon Jul 2 13:11:48 2007 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Mon, 2 Jul 2007 13:11:48 -0400 Subject: [rt-users] Query on Ticket-Transactions Custom Fields --Solved Message-ID: Here is the query that displays the values of custom fields on Ticket-Transactions, It took me a while to get it but here it is for the list: SELECTT.Id, OCFV.ObjectId, Tr.ObjectId,Tr.Type,T.queue,T.subject,T.Status,T.Resolved,CF.Name,OCFV.Content FROM ((Tickets T LEFT JOIN Transactions TR on ((Tr.objectid = t.id))LEft join ObjectCustomFieldValues OCFV on ((OCFV.Objectid = tr.id))left join Customfields CF on ((CF.id = OCFV.CustomField))))WHERE T.Status = 'Resolved'and OCFV.objecttype = 'RT::TRansaction' and TR.type = 'Comment' and T.id = '1127' One thing to notice is the left join on OCFV.ObjectId is equal to Transactions.ID (There seem to be a confusion when it comes to Transactions.ObjectID and ObjectCustomFieldValues.ObjectID: They are not the same, nor they point to each other) Suggestions on how to improve this query are more than welcome.... Carlos _________________________________________________________________ Hotmail to go? Get your Hotmail, news, sports and much more! Check out the New MSN Mobile! http://mobile.msn.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin.hayes at orbisuk.com Mon Jul 2 13:47:27 2007 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Mon, 2 Jul 2007 18:47:27 +0100 Subject: [rt-users] How can I stop the owner opening a ticket on correspondence? Message-ID: <220D408B-AF6C-4317-9ADE-244E7FA6EF16@orbisuk.com> RT 3.6.3 Currently whenever anyone corresponds on a ticket and the ticket is not open say 'stalled' for example the Ticket gets reopened (by lib/ RT/Action/AutoOpen.pm'). Is there a way to stop it from doing this if the creator of the transaction is the owner of the ticket? My guys add responses to tickets and want to be able to do this without reopening. prepare in AutoOpen does the following to check if the creator of the transaction is the requestor: return undef if $status eq 'new' && $self->TransactionObj->IsInbound; IsInbound looks like (in Transaction_Overlay.pm) sub IsInbound { my $self = shift; $self->ObjectType eq 'RT::Ticket' or return undef; return ( $self->TicketObj->IsRequestor( $self->CreatorObj- >PrincipalId ) ); } so I created: sub IsOwnerTransaction { my $self = shift; $self->ObjectType eq 'RT::Ticket' or return undef; return ( $self->TicketObj->IsOwner( $self->CreatorObj- >PrincipalId ) ); } and put the following in prepare in AutoOpen.pm: return undef if $self->TransactionObj->IsOwnerTransaction; However now nothing reopens my ticket whether it's the owner or not. Maybe there's an easier way, or my IsOwnerTransaction function is wrong. Any help appreciated..... Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From gentgeen at linuxmail.org Mon Jul 2 15:07:57 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Mon, 2 Jul 2007 15:07:57 -0400 Subject: [rt-users] Searching Custom Fields is case sensitve Message-ID: <20070702150757.42e20f44@localhost.localdomain> Hoping that reposting this on a Monday will be more productive then my earlier post, please forgive my double posting, but "the bosses" are looking for an answer and I don't have anything for them. I had a very unexpected result the other day. I did a search for the phrase "admin" in one of our custom fields. The result was 0. When I did the search for the phrase "Admin" in that same custom field, I got tons of results. The custom field is an "enter one value" and the user can put in titles: "Administrative Asst." or "Finance Manager" etc. Since none of the other searches I have done showed to be case-sensitive, this was a surprise. My other searches have been on subject, email address, etc (the standard fields). I am using PostSQL, RT 3.6 all on a Debian Stable machine (used the Debian repo. for install). Is this an "expected" result? Can I turn it off anywhere? -- 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 fran at cis.uab.edu Mon Jul 2 17:11:14 2007 From: fran at cis.uab.edu (Fran Fabrizio) Date: Mon, 02 Jul 2007 16:11:14 -0500 Subject: [rt-users] Upgrading RT while moving to diff. directory at same time Message-ID: <468969F2.4010607@cis.uab.edu> I currently have RT 3.4.5 on a Fedora Core 4 box. I am using the Apache, perl, mod_perl and rt RPMs that were available at the time the box was set up. I was hoping to do a quick upgrade to 3.6.3, this time built from source. I tried: - Backup database - Configure rt 3.6.3 with an install prefix of /usr/local/rt-3.6.3 and the same db connection info (so no conflict with the existing rt install location). - Run all of the necessary database upgrades from 3.4.5 to 3.6.3 (there was only one content one since I use mysql) - Update the web server's config by having it load /usr/local/rt3/bin/webmux.pl instead of the old location. - Restart web server When I do this, I was getting Mason errors in my /var/log/messages that looked like this: Jul 2 15:53:52 it RT: [Mason] Cannot resolve file to component: /usr/local/rt-3.6.3/share/html/index.html (is file outside component root?) at /usr/lib /perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 844. (/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:844) Jul 2 15:53:56 it RT: [Mason] Cannot resolve file to component: /usr/local/rt-3.6.3/share/html/index.html (is file outside component root?) at /usr/lib /perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 844. (/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:844) Jul 2 15:54:42 it RT: [Mason] Cannot resolve file to component: /usr/local/rt-3.6.3/share/html/index.html (is file outside component root?) at /usr/lib /perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 844. (/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:844) This immediately struck me as odd because the Perl on this machine is 5.8.6 not 5.8.5. I thought maybe HTML::Mason needed to be upgraded, so I upgraded to the latest version of it from CPAN. Restarted web server. Now I am getting: Jul 2 15:59:50 it RT: [Mason] Cannot resolve file to component: /usr/local/rt-3.6.3/share/html/index.html (is file outside component root?) at /usr/lib /perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 853. (/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm:853) Jul 2 16:00:11 it RT: [Mason] Cannot resolve file to component: /usr/local/rt-3.6.3/share/html/index.html (is file outside component root?) at /usr/lib /perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 853. (/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm:853) Jul 2 16:00:12 it RT: [Mason] Cannot resolve file to component: /usr/local/rt-3.6.3/share/html/index.html (is file outside component root?) at /usr/lib /perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 853. (/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm:853) So it seems to be using the newer Mason version, but we still have the same problem. Why would Mason be getting confused about its component root? Here's my rt.conf in the Apache conf.d directory: ServerName rt DocumentRoot /usr/local/rt-3.6.3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/local/rt-3.6.3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Anyone see any obvious errors here that would confuse Mason as to where its component root is? -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 From Richard.Ellis at Sun.COM Tue Jul 3 04:03:33 2007 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 03 Jul 2007 09:03:33 +0100 Subject: [rt-users] Can't use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50, line 1662 Message-ID: <468A02D5.1040501@sun.com> Hi Guys, I first emailed this one in in May. Full details of the errors etc are on this archive: http://www.gossamer-threads.com/lists/rt/users/65651?#65651 An extract is below, but full details of our system etc are on that thread. *System error* *error:* Can't use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50, line 1662. *context:* *...* *46:* *47:* *48:* @@ -107,6 +107,7 @@ <%ARGS> $Ticket => undef $Attachments => undef +$ShowTopTen => undef ===================================================================== > Thanks, > Carrie Coy > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From afuente at intecna.es Mon Jul 30 15:20:36 2007 From: afuente at intecna.es (Toni de la Fuente) Date: Mon, 30 Jul 2007 21:20:36 +0200 Subject: [rt-users] Problems with rt-mailgate (postfix + ldap + aliases) Message-ID: <1185823236.30770.212.camel@timon> Hello, I'm triying to configure rt-mailgate to forward mails with our MTA (postfix + ldap) but I don't know what can I do... /etc/aliases (newaliases) do not works. to add maildrop="|/usr/bin/rt-mailgate...." in ldap do not works. to add alias in /etc/postfix/valiases do not works too. File /etc/postfix/main.cf have this options related with aliases: alias_maps = hash:/etc/aliases alias_database = hash:/etc/aliases virtual_maps = ldap:valiases, ldap:vmaildrop valiases_server_host = XX.XX.XX.XX valiases_search_base = ou=Alias,ou=Postfix,dc=domain,dc=com valiases_query_filter = (&(mail=%s)(objectClass=CourierMailAlias)) valiases_result_attribute = maildrop valiases_bind = no vmaildrop_server_host = XX.XX.XX.XX vmaildrop_bind = no vmaildrop_search_base = ou=users,dc=domain,dc=com vmaildrop_query_filter = (&(mail=% s)(!(quota=-1))(objectClass=CourierMailAlias)) vmaildrop_result_attribute = mail,maildrop Any help is welcome. Regards Toni. From rlong at bluegecko.net Mon Jul 30 16:03:36 2007 From: rlong at bluegecko.net (Robert Long) Date: Mon, 30 Jul 2007 13:03:36 -0700 Subject: [rt-users] Problems with rt-mailgate (postfix + ldap + aliases) In-Reply-To: <1185823236.30770.212.camel@timon> References: <1185823236.30770.212.camel@timon> Message-ID: <46AE4418.50303@bluegecko.net> Toni de la Fuente wrote: > File /etc/postfix/main.cf have this options related with aliases: > alias_maps = hash:/etc/aliases > put the entries in /etc/aliases then run 'newaliases' (or perhaps newaliases.postfix depending on your distribution) .r' From afuente at intecna.es Mon Jul 30 17:35:11 2007 From: afuente at intecna.es (Toni de la Fuente Diaz) Date: Mon, 30 Jul 2007 23:35:11 +0200 Subject: [rt-users] Problems with rt-mailgate (postfix + ldap + aliases) In-Reply-To: <46AE4418.50303@bluegecko.net> References: <1185823236.30770.212.camel@timon> <46AE4418.50303@bluegecko.net> Message-ID: Thanks Robert but it was done and without my expected results... /etc/aliases sample queue1: "|/usr/bin/rt-mailgate --queue 'My Queue' --action correspond --url http://www.domain.com/tickets/" This is my rt-mailgate config file /etc/request-tracker3/rt.conf server http://www.domain.com/tickets user admin passwd pass El 30/07/2007, a las 22:03, Robert Long escribi?: > Toni de la Fuente wrote: >> File /etc/postfix/main.cf have this options related with aliases: >> alias_maps = hash:/etc/aliases >> > > put the entries in /etc/aliases then run 'newaliases' (or perhaps > newaliases.postfix depending on your distribution) > > .r' > > From joliver at john-oliver.net Mon Jul 30 19:58:23 2007 From: joliver at john-oliver.net (John Oliver) Date: Mon, 30 Jul 2007 16:58:23 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070723202523.GA14368@ns.sdsitehosting.net> References: <20070723202523.GA14368@ns.sdsitehosting.net> Message-ID: <20070730235823.GC32160@ns.sdsitehosting.net> On Mon, Jul 23, 2007 at 01:25:23PM -0700, John Oliver wrote: > When I hit my RT install in a browser, I get an Internet Server Error. > The error_log says: > > DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't > connect to MySQL server on '10.12.14.149' (13) at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 > Connect Failed Can't connect to MySQL server on '10.12.14.149' (13) > at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205 > [Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer: > mod_fcgid: read data from fastcgi server error. > [Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end > of script headers: mason_handler.fcgi > > But: > > [root at rt3 ~]# mysqladmin -h 10.12.14.149 -u rt_user -p ping > Enter password: > mysqld is alive > > The MySQL server is up, running, and available. I'm still having this problem. I have done zero customization. I'm working with this "out of the box". I cannot possibly be the only one who cannot get RT working. If I could get a solution, I'll happliy document it in the wiki. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From chaim.rieger at up-south.com Mon Jul 30 20:15:36 2007 From: chaim.rieger at up-south.com (Chaim Rieger) Date: Mon, 30 Jul 2007 17:15:36 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070730235823.GC32160@ns.sdsitehosting.net> References: <20070723202523.GA14368@ns.sdsitehosting.net> <20070730235823.GC32160@ns.sdsitehosting.net> Message-ID: <46AE7F28.2000907@up-south.com> John Oliver wrote: > I'm still having this problem. > > I have done zero customization. I'm working with this "out of the box". > I cannot possibly be the only one who cannot get RT working. If I could > get a solution, I'll happliy document it in the wiki. > > can you post my.cnf please From KFCrocker at lbl.gov Mon Jul 30 20:22:34 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 30 Jul 2007 17:22:34 -0700 Subject: [rt-users] 3.6.4 query sort Message-ID: <46AE80CA.8070605@lbl.gov> To all, I asked this earlier with no response; 3.6.4 is supposed to allow sorting by custom fields. I tested this and found that not to be the case. The following is a result from 1 such test: 2007 Full Cost Report Software Enhancement/Customization 51931 CS Division Level I Manual Production Data Fix 2852 Change STARS Forced Bal Software Enhancement/Customization 1885 Fix Description on ZGL Other 1982 Add Environmental table Other 2847 Verify New STARS Edit Consultation/Question Answered 2854 B&R mapping to STARS Software Enhancement/Customization The far right column is called "Resource Type" and that was the custom field I sorted on in ASC. The results do not match my request. Anyone have an idea as to why? Kenn LBNL From rlong at bluegecko.net Mon Jul 30 20:26:42 2007 From: rlong at bluegecko.net (Robert Long) Date: Mon, 30 Jul 2007 17:26:42 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070730235823.GC32160@ns.sdsitehosting.net> References: <20070723202523.GA14368@ns.sdsitehosting.net> <20070730235823.GC32160@ns.sdsitehosting.net> Message-ID: <46AE81C2.4090501@bluegecko.net> John Oliver wrote: > On Mon, Jul 23, 2007 at 01:25:23PM -0700, John Oliver wrote: > > I'm still having this problem. > I have done zero customization. I'm working with this "out of the box". > I cannot possibly be the only one who cannot get RT working. If I could > get a solution, I'll happliy document it in the wiki. > > Do you perhaps have some really weird characters in the password? .r' From ruz at bestpractical.com Mon Jul 30 21:05:18 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Tue, 31 Jul 2007 05:05:18 +0400 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070723202523.GA14368@ns.sdsitehosting.net> References: <20070723202523.GA14368@ns.sdsitehosting.net> Message-ID: <589c94400707301805i2274a967ia9030b1ef1696e2d@mail.gmail.com> Just to make it clear. The error you're seeing has nothing to do with access control or something like that: names of users, passwords and etc. It has nothing to do with any perl modules other than DBD::mysql, but I'm sure it has nothing to do with the latter. This error means that mysql client library can not CONNECT to a server. Quick search through mysql site confirm my assumption http://dev.mysql.com/doc/refman/5.0/en/can-not-connect-to-server.html. Another thing in the error is the number 13. Fast googling and grepping though *.h files in my system suggest that it EACCESS error code of the linux kernel, however it may be something else. Depends on the system you're using. Ok, let's assume you're using some linux distro, then the error you're seeing is generated by the host RT is started on, otherwise you get some 1xx code. I see several reasons that can cause it: firewall, selinux or another security extension of the system. Why don't you see the same error when connect to the mysql server from command line? You start RT as part of apache server, the sever runs under user xxx(web, apache, nobody....). During testing you're using another account. On 7/24/07, John Oliver wrote: > When I hit my RT install in a browser, I get an Internet Server Error. > The error_log says: > > DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't > connect to MySQL server on '10.12.14.149' (13) at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 > Connect Failed Can't connect to MySQL server on '10.12.14.149' (13) > at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205 > [Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer: > mod_fcgid: read data from fastcgi server error. > [Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end > of script headers: mason_handler.fcgi > > But: > > [root at rt3 ~]# mysqladmin -h 10.12.14.149 -u rt_user -p ping > Enter password: > mysqld is alive > > The MySQL server is up, running, and available. > > -- > *********************************************************************** > * John Oliver http://www.john-oliver.net/ * > * * > *********************************************************************** > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jmoseley at corp.xanadoo.com Mon Jul 30 21:13:22 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Mon, 30 Jul 2007 20:13:22 -0500 Subject: [rt-users] RT not connecting to database? In-Reply-To: <589c94400707301805i2274a967ia9030b1ef1696e2d@mail.gmail.com> Message-ID: Ruslan makes a good point. In FC6 and FC7, selinux is enabled by default. You definitely want to turn that off. Make sure you add: SELINUX=disabled to the following file: /etc/selinux/config Then reboot. James Moseley "Ruslan Zakirov" To Sent by: "John Oliver" rt-users-bounces@ lists.bestpractic cc al.com rt-users at lists.bestpractical.com Subject Re: [rt-users] RT not connecting to 07/30/2007 08:05 database? PM Just to make it clear. The error you're seeing has nothing to do with access control or something like that: names of users, passwords and etc. It has nothing to do with any perl modules other than DBD::mysql, but I'm sure it has nothing to do with the latter. This error means that mysql client library can not CONNECT to a server. Quick search through mysql site confirm my assumption http://dev.mysql.com/doc/refman/5.0/en/can-not-connect-to-server.html. Another thing in the error is the number 13. Fast googling and grepping though *.h files in my system suggest that it EACCESS error code of the linux kernel, however it may be something else. Depends on the system you're using. Ok, let's assume you're using some linux distro, then the error you're seeing is generated by the host RT is started on, otherwise you get some 1xx code. I see several reasons that can cause it: firewall, selinux or another security extension of the system. Why don't you see the same error when connect to the mysql server from command line? You start RT as part of apache server, the sever runs under user xxx(web, apache, nobody....). During testing you're using another account. On 7/24/07, John Oliver wrote: > When I hit my RT install in a browser, I get an Internet Server Error. > The error_log says: > > DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't > connect to MySQL server on '10.12.14.149' (13) at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 > Connect Failed Can't connect to MySQL server on '10.12.14.149' (13) > at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205 > [Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer: > mod_fcgid: read data from fastcgi server error. > [Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end > of script headers: mason_handler.fcgi > > But: > > [root at rt3 ~]# mysqladmin -h 10.12.14.149 -u rt_user -p ping > Enter password: > mysqld is alive > > The MySQL server is up, running, and available. > > -- > *********************************************************************** > * John Oliver http://www.john-oliver.net/ * > * * > *********************************************************************** > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From afuente at intecna.es Tue Jul 31 04:10:51 2007 From: afuente at intecna.es (Toni de la Fuente) Date: Tue, 31 Jul 2007 10:10:51 +0200 Subject: [rt-users] Problems with rt-mailgate (postfix + ldap + aliases) In-Reply-To: <46AE4418.50303@bluegecko.net> References: <1185823236.30770.212.camel@timon> <46AE4418.50303@bluegecko.net> Message-ID: <1185869451.30770.250.camel@timon> When I try to exec this command from my mail server: # uname -a|rt-mailgate --queue 'My queue' --action comment --url http://www.domain.com/tickets/ In RT server I can see (in /var/log/messages) this lines: Jul 31 09:52:38 rainbow RT: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:415) Jul 31 09:52:38 rainbow RT: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:415) Jul 31 09:52:38 rainbow RT: Could not record email: Could not load a valid user (/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:73) And if I try to send a mail I can see in my postfix logs this lines: Jul 31 09:37:21 padme postfix/smtpd[14412]: 9F6FDB3402A: client=unknown[12.12.12.12] Jul 31 09:37:21 padme postfix/cleanup[14414]: 9F6FDB3402A: message-id=<200707310737.l6V7bOTA008042 at mail.domain.com> Jul 31 09:37:21 padme postfix/qmgr[14271]: 9F6FDB3402A: from=, size=877, nrcpt=1 (queue active) Jul 31 09:37:22 padme postfix/smtp[14288]: 9F6FDB3402A: to=<|/usr/bin/rt-mailgate --queue 'My queue' --action correspond --url http://www.domain.com/tickets/@domain.com>, orig_to=, relay=localhost[127.0.0.1], delay=1, status=bounced (host localhost[127.0.0.1] said: 550 5.1.0 <|/usr/bin/rt-mailgate --queue 'My queue' --action correspond --url http://www.domain.com/tickets/@domain.com>: Recipient address rejected: User unknown in virtual mailbox table (in reply to end of DATA command)) Jul 31 09:37:22 padme postfix/qmgr[14271]: 9F6FDB3402A: removed Note http://www.domain.com/tickets/@domain.com <-- postfix or aliases add @domain.com El lun, 30-07-2007 a las 13:03 -0700, Robert Long escribi?: > Toni de la Fuente wrote: > > File /etc/postfix/main.cf have this options related with aliases: > > alias_maps = hash:/etc/aliases > > > > put the entries in /etc/aliases then run 'newaliases' (or perhaps > newaliases.postfix depending on your distribution) > > .r' > > -- Toni de la Fuente Diaz Responsable de Sistemas y Soporte Intecna Soluciones Fundaci?n I+D del Software Libre Parque Tecnol?gico de Ciencias de la Salud BIC Granada-CEEI Avda. de la Innovaci?n, 1 18100 Armilla (Granada) Tlf. 902003626 afuente at intecna.es www.intecna.es From thomas.hecker at ffpr.de Tue Jul 31 06:34:18 2007 From: thomas.hecker at ffpr.de (Thomas Hecker) Date: Tue, 31 Jul 2007 12:34:18 +0200 Subject: [rt-users] Reminder does not re-open a ticket In-Reply-To: Message-ID: Hi to all, well, when i need a scrip to do this, what can i use the remindes for? I thought this was exactly the hole purpose of the reminder. It automatically reminds me by reopening a ticket. Only a list of reminders is not a reminder-function i know from Outlook for example. Does anybody have a functionalty like this implemented in RT? I'm not really familiar with writing scrips so maybe someone can help me out? thanks a Lot Thomas Am 04.07.2007 15:55 Uhr schrieb "Jesse Vincent" unter : > > On Jul 2, 2007, at 4:47 PM, Thomas Hecker wrote: > >> Hi to all, >> >> i have the problem, that a reminder does not re-open a ticket. It >> keeps >> standing in the list of reminders, but does not open a ticket, when >> the time >> for it has come. > > That's not specced behavior, but it could be pretty easily added > using a scrip. > > Jesse > >> You can find a screenshot right here: >> http://www.thomashecker.de/rt.gif >> >> In it you can see, that there is a reminder that should have re- >> open the >> ticket #42 16 hours ago, but didn't. >> >> I'm running rt 3.6.1 on a debian 4.0 linux using sendmail for all >> email >> stuff. there are no other applications running on the server. >> >> There were no modifications done to the codebase or any other scripts >> installed. >> >> can somebody point me in the right direction? >> >> Thanks for 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 >> > From jordanov at brg.bg Tue Jul 31 06:19:53 2007 From: jordanov at brg.bg (Boris Jordanov) Date: Tue, 31 Jul 2007 13:19:53 +0300 Subject: [rt-users] RT-3.6.4/CentOS-5 mod_perl problem Message-ID: <46AF0CC9.6020000@brg.bg> Hi users, I'm installing RT 3.6.4 on CentOS 5, and trying to fix dependencies like this: perl sbin/rt-test-dependencies --with-mysql --with-modperl2 $VAR1 = { 'with-STANDALONE' => 0, 'with-MASON' => 1, 'with-CLI' => 1, 'with-DEV' => 0, 'with-MODPERL2' => 1, 'with-MYSQL' => 1, 'with-MAILGATE' => 1, 'with-CORE' => 1 }; perl: >=5.8.3(5.008008)...found users: rt group (apache)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found CLI dependencies: CORE dependencies: MAILGATE dependencies: MASON dependencies: HTML::Mason 1.23...MISSING Apache::Session 1.53...MISSING MODPERL2 dependencies: HTML::Mason 1.31...MISSING MYSQL dependencies: SOMETHING WAS MISSING! Then: perl sbin/rt-test-dependencies --with-mysql --with-modperl2 --install mod_perl is installed: rpm -q mod_perl mod_perl-2.0.2-6.3.el5 But I always end with this: Removing previously used /root/.cpan/build/mod_perl-1.30 CPAN.pm: Going to build G/GO/GOZER/mod_perl-1.30.tar.gz Enter `q' to stop search Please tell me where I can find your apache src [../apache_x.x/src] Where am I wrong? I don't want mod_perl 1.3, but... From rfh at pipex.net Tue Jul 31 06:58:39 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 31 Jul 2007 11:58:39 +0100 Subject: [rt-users] RT-3.6.4 ShowTransaction Message-ID: <46AF15DF.6060809@pipex.net> Hi; line 151 in ShowTransaction there is: my $aid = is that a bug else what ist used for, I can't find any other reference to $aid anywhere else .. Roy From rubenpandolfi at gmail.com Tue Jul 31 08:42:50 2007 From: rubenpandolfi at gmail.com (Ruben Pandolfi) Date: Tue, 31 Jul 2007 14:42:50 +0200 Subject: [rt-users] Creating search based on user group Message-ID: <1aa209e00707310542j2f56a6e1k3ac93923483cbd55@mail.gmail.com> Hello, I'm tryng to create a search in order to save it and put in general view. This search should find all open tickets created by any user belonging to a certain group. Is there a way to do that using the ticket search /Search/Edit.html ? could not find this field, I imagine it will be called something like creator.group , any ideas? thank you ruben -- Ruben Pandolfi rubenpandolfi at gmail.com ............................................................... I have crossed oceans of space to mail you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From brunoprado.cc at gmail.com Tue Jul 31 09:07:01 2007 From: brunoprado.cc at gmail.com (Bruno Prado) Date: Tue, 31 Jul 2007 10:07:01 -0300 Subject: [rt-users] Showing other status in MyTickets and MyRequests - RT-3.6.1 Message-ID: <545f2f7b0707310607p18a1d148rb98f48916457f801@mail.gmail.com> Hello, I'm tryng to show status differents of 'open' and 'new' in MyTickets(highest priority tickets I own) and MyRequests(newest unowned tickets). Is there a way to do that using the /Ticket/Elements/ShowSearch ? Thank you! Bruno -------------- next part -------------- An HTML attachment was scrubbed... URL: From rainer at ultra-secure.de Tue Jul 31 10:17:29 2007 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 31 Jul 2007 16:17:29 +0200 Subject: [rt-users] Cannot extract articles into RTFM Message-ID: <46AF4479.3040107@ultra-secure.de> Hi, I have RT 3.6.4 and RTFM 2.2.0 RC5. When I want to extract an article, the little drop-down boxes supposed to let you pick different parts of the message just show a "-" and don't let me select anything. rt.log doesn't show anything. Is there a way to debug this? Best Regards, Rainer From theillien at yahoo.com Tue Jul 31 11:43:39 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 31 Jul 2007 11:43:39 -0400 Subject: [rt-users] Problem with OnQueueChange scrip Message-ID: <46AF58AB.8070201@yahoo.com> I've created my template under Global. I've also set under Global the scrip with: Condition: On Queue Change Action: Notify Requestors Template: Global template: MoveToCCEng Stage: TransactionCreate I need this to fire off only when a ticket is moved to the CCEng queue. I'm guessing that I need a Custom Condition which will check that the queue is actually the one in question. However, I don't think I know what I should be making it look like. Perhaps if (($self->TransactionObj->Type eq "Queue") and ($self->TransactionObj->NewValue eq "CCEng")) { return 1; }else{ return undef; } is what I'm looking for? But that doesn't work either. Can someone shed some light please? Thanks, Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From forrestarthur at gmail.com Tue Jul 31 11:49:36 2007 From: forrestarthur at gmail.com (Forrest Blount) Date: Tue, 31 Jul 2007 11:49:36 -0400 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: <46AF58AB.8070201@yahoo.com> References: <46AF58AB.8070201@yahoo.com> Message-ID: You don't want $self->TransactionObj->Type eq "Queue" because Type can't be set to Queue. You want $self->TransactionObj->Type eq "Set" & $self->TransactionObj->Field eq "Queue" and that should work, i think. f On 7/31/07, Mathew Snyder wrote: > > I've created my template under Global. I've also set under Global the > scrip with: > Condition: On Queue Change > Action: Notify Requestors > Template: Global template: MoveToCCEng > Stage: TransactionCreate > > I need this to fire off only when a ticket is moved to the CCEng > queue. I'm > guessing that I need a Custom Condition which will check that the queue is > actually the one in question. However, I don't think I know what I should > be > making it look like. > > Perhaps > if (($self->TransactionObj->Type eq "Queue") and > ($self->TransactionObj->NewValue eq "CCEng")) { > return 1; > }else{ > return undef; > } > is what I'm looking for? But that doesn't work either. > > Can someone shed some light please? > > Thanks, > Mathew > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Tue Jul 31 11:54:32 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 31 Jul 2007 11:54:32 -0400 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: References: <46AF58AB.8070201@yahoo.com> Message-ID: <46AF5B38.7020007@yahoo.com> How will that know which Queue a ticket is being moved to? Would I still use the $self->TransactionObj->NewValue eq "CCEng" conditional? Keep up with me and what I'm up to: http://theillien.blogspot.com Forrest Blount wrote: > You don't want $self->TransactionObj->Type eq "Queue" because Type can't > be set to Queue. > > You want $self->TransactionObj->Type eq "Set" > & $self->TransactionObj->Field eq "Queue" > > and that should work, i think. > > f > > On 7/31/07, *Mathew Snyder* > wrote: > > I've created my template under Global. I've also set under Global > the scrip with: > Condition: On Queue Change > Action: Notify Requestors > Template: Global template: MoveToCCEng > Stage: TransactionCreate > > I need this to fire off only when a ticket is moved to the CCEng > queue. I'm > guessing that I need a Custom Condition which will check that the > queue is > actually the one in question. However, I don't think I know what I > should be > making it look like. > > Perhaps > if (($self->TransactionObj->Type eq "Queue") and > ($self->TransactionObj->NewValue eq "CCEng")) { > return 1; > }else{ > return undef; > } > is what I'm looking for? But that doesn't work either. > > Can someone shed some light please? > > Thanks, > Mathew > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From rfh at pipex.net Tue Jul 31 11:54:36 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 31 Jul 2007 16:54:36 +0100 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: <46AF58AB.8070201@yahoo.com> References: <46AF58AB.8070201@yahoo.com> Message-ID: <46AF5B3C.40201@pipex.net> Hi Mathew; 1- What don't you create a queue scrip/template instead of global one, ie create you scrip with Condition: On Queue Change Action: Notify Requestors Template: Global template: MoveToCCEng Stage: TransactionCreate in/on your CCEng Queue 2- If you have a defined Condition or/and action then the system wont look in the custom boxes .. if you want custom condition then change the Condition to User Defined.same for Action etc .. Regards; Roy Mathew Snyder wrote: > I've created my template under Global. I've also set under Global the scrip with: > Condition: On Queue Change > Action: Notify Requestors > Template: Global template: MoveToCCEng > Stage: TransactionCreate > > I need this to fire off only when a ticket is moved to the CCEng queue. I'm > guessing that I need a Custom Condition which will check that the queue is > actually the one in question. However, I don't think I know what I should be > making it look like. > > Perhaps > if (($self->TransactionObj->Type eq "Queue") and > ($self->TransactionObj->NewValue eq "CCEng")) { > return 1; > }else{ > return undef; > } > is what I'm looking for? But that doesn't work either. > > Can someone shed some light please? > > Thanks, > Mathew > From theillien at yahoo.com Tue Jul 31 11:56:33 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 31 Jul 2007 11:56:33 -0400 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: <46AF5B3C.40201@pipex.net> References: <46AF58AB.8070201@yahoo.com> <46AF5B3C.40201@pipex.net> Message-ID: <46AF5BB1.2010502@yahoo.com> I had actually tried the queue specific scrip but it wasn't working so I changed it to a global thinking that was the problem. That didn't work either. Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: > Hi Mathew; > 1- What don't you create a queue scrip/template instead of global one, > ie create you scrip with > > Condition: On Queue Change > Action: Notify Requestors > Template: Global template: MoveToCCEng > Stage: TransactionCreate > > in/on your CCEng Queue > > 2- If you have a defined Condition or/and action then the system wont > look in the custom boxes .. if you want custom condition then change the > Condition to User Defined.same for Action etc .. > > Regards; > Roy > > Mathew Snyder wrote: >> I've created my template under Global. I've also set under Global the >> scrip with: >> Condition: On Queue Change >> Action: Notify Requestors >> Template: Global template: MoveToCCEng >> Stage: TransactionCreate >> >> I need this to fire off only when a ticket is moved to the CCEng >> queue. I'm >> guessing that I need a Custom Condition which will check that the >> queue is >> actually the one in question. However, I don't think I know what I >> should be >> making it look like. >> >> Perhaps >> if (($self->TransactionObj->Type eq "Queue") and >> ($self->TransactionObj->NewValue eq "CCEng")) { >> return 1; >> }else{ >> return undef; >> } >> is what I'm looking for? But that doesn't work either. >> >> Can someone shed some light please? >> >> Thanks, >> Mathew >> > > From forrest at itasoftware.com Tue Jul 31 11:57:32 2007 From: forrest at itasoftware.com (Forrest Blount) Date: Tue, 31 Jul 2007 11:57:32 -0400 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: <46AF5B38.7020007@yahoo.com> References: <46AF58AB.8070201@yahoo.com> <46AF5B38.7020007@yahoo.com> Message-ID: <46AF5BEC.30001@itasoftware.com> sorry-- yes, $self->TransactionObj->NewValue eq "CCEng" looks good to me. Mathew Snyder wrote: > How will that know which Queue a ticket is being moved to? Would I still use > the $self->TransactionObj->NewValue eq "CCEng" conditional? > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Forrest Blount wrote: > >> You don't want $self->TransactionObj->Type eq "Queue" because Type can't >> be set to Queue. >> >> You want $self->TransactionObj->Type eq "Set" >> & $self->TransactionObj->Field eq "Queue" >> >> and that should work, i think. >> >> f >> >> On 7/31/07, *Mathew Snyder* > > wrote: >> >> I've created my template under Global. I've also set under Global >> the scrip with: >> Condition: On Queue Change >> Action: Notify Requestors >> Template: Global template: MoveToCCEng >> Stage: TransactionCreate >> >> I need this to fire off only when a ticket is moved to the CCEng >> queue. I'm >> guessing that I need a Custom Condition which will check that the >> queue is >> actually the one in question. However, I don't think I know what I >> should be >> making it look like. >> >> Perhaps >> if (($self->TransactionObj->Type eq "Queue") and >> ($self->TransactionObj->NewValue eq "CCEng")) { >> return 1; >> }else{ >> return undef; >> } >> is what I'm looking for? But that doesn't work either. >> >> Can someone shed some light please? >> >> Thanks, >> Mathew >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Jul 31 12:09:42 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 31 Jul 2007 09:09:42 -0700 Subject: [rt-users] Reminder does not re-open a ticket In-Reply-To: References: Message-ID: <46AF5EC6.6050709@lbl.gov> Thomas, You could set up a cron job to run every night and look at reminders that are due and have that job open the tickets referred to as well as produce a report. Kenn LBNL Thomas Hecker wrote: > Hi to all, > > well, when i need a scrip to do this, what can i use the remindes for? I > thought this was exactly the hole purpose of the reminder. It automatically > reminds me by reopening a ticket. Only a list of reminders is not a > reminder-function i know from Outlook for example. > > Does anybody have a functionalty like this implemented in RT? I'm not really > familiar with writing scrips so maybe someone can help me out? > > thanks a Lot > Thomas > > > > > Am 04.07.2007 15:55 Uhr schrieb "Jesse Vincent" unter > : > >> On Jul 2, 2007, at 4:47 PM, Thomas Hecker wrote: >> >>> Hi to all, >>> >>> i have the problem, that a reminder does not re-open a ticket. It >>> keeps >>> standing in the list of reminders, but does not open a ticket, when >>> the time >>> for it has come. >> That's not specced behavior, but it could be pretty easily added >> using a scrip. >> >> Jesse >> >>> You can find a screenshot right here: >>> http://www.thomashecker.de/rt.gif >>> >>> In it you can see, that there is a reminder that should have re- >>> open the >>> ticket #42 16 hours ago, but didn't. >>> >>> I'm running rt 3.6.1 on a debian 4.0 linux using sendmail for all >>> email >>> stuff. there are no other applications running on the server. >>> >>> There were no modifications done to the codebase or any other scripts >>> installed. >>> >>> can somebody point me in the right direction? >>> >>> Thanks for 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 >>> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sturner at MIT.EDU Tue Jul 31 12:08:50 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 31 Jul 2007 12:08:50 -0400 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: <46AF5BB1.2010502@yahoo.com> References: <46AF58AB.8070201@yahoo.com> <46AF5B3C.40201@pipex.net> <46AF5BB1.2010502@yahoo.com> Message-ID: <6.2.3.4.2.20070731120725.040d25f8@po14.mit.edu> At Tuesday 7/31/2007 11:56 AM, Mathew Snyder wrote: >I had actually tried the queue specific scrip but it wasn't working >so I changed >it to a global thinking that was the problem. That didn't work either. Roy is right - you need a queue script on the CCEng queue with condition "On Queue Change" . Steve From theillien at yahoo.com Tue Jul 31 12:51:25 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 31 Jul 2007 12:51:25 -0400 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: <6.2.3.4.2.20070731120725.040d25f8@po14.mit.edu> References: <46AF58AB.8070201@yahoo.com> <46AF5B3C.40201@pipex.net> <46AF5BB1.2010502@yahoo.com> <6.2.3.4.2.20070731120725.040d25f8@po14.mit.edu> Message-ID: <46AF688D.3060507@yahoo.com> I've already done that. Keep up with me and what I'm up to: http://theillien.blogspot.com Stephen Turner wrote: > At Tuesday 7/31/2007 11:56 AM, Mathew Snyder wrote: >> I had actually tried the queue specific scrip but it wasn't working so >> I changed >> it to a global thinking that was the problem. That didn't work either. > > Roy is right - you need a queue script on the CCEng queue with condition > "On Queue Change" . > > Steve > From rfh at pipex.net Tue Jul 31 12:51:25 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 31 Jul 2007 17:51:25 +0100 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: <46AF5BB1.2010502@yahoo.com> References: <46AF58AB.8070201@yahoo.com> <46AF5B3C.40201@pipex.net> <46AF5BB1.2010502@yahoo.com> Message-ID: <46AF688D.4000508@pipex.net> Mathew; Just apply the same you have there: Condition: On Queue Change Action: Notify Requestors Template: Global template: MoveToCCEng Stage: TransactionCreate as a queue script on your CCEng queue and it should work, my guess is your template not working as a test a default template and see if it works .. Good luck ; Roy Mathew Snyder wrote: > I had actually tried the queue specific scrip but it wasn't working so I changed > it to a global thinking that was the problem. That didn't work either. > > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Roy El-Hames wrote: > >> Hi Mathew; >> 1- What don't you create a queue scrip/template instead of global one, >> ie create you scrip with >> >> Condition: On Queue Change >> Action: Notify Requestors >> Template: Global template: MoveToCCEng >> Stage: TransactionCreate >> >> in/on your CCEng Queue >> >> 2- If you have a defined Condition or/and action then the system wont >> look in the custom boxes .. if you want custom condition then change the >> Condition to User Defined.same for Action etc .. >> >> Regards; >> Roy >> >> Mathew Snyder wrote: >> >>> I've created my template under Global. I've also set under Global the >>> scrip with: >>> Condition: On Queue Change >>> Action: Notify Requestors >>> Template: Global template: MoveToCCEng >>> Stage: TransactionCreate >>> >>> I need this to fire off only when a ticket is moved to the CCEng >>> queue. I'm >>> guessing that I need a Custom Condition which will check that the >>> queue is >>> actually the one in question. However, I don't think I know what I >>> should be >>> making it look like. >>> >>> Perhaps >>> if (($self->TransactionObj->Type eq "Queue") and >>> ($self->TransactionObj->NewValue eq "CCEng")) { >>> return 1; >>> }else{ >>> return undef; >>> } >>> is what I'm looking for? But that doesn't work either. >>> >>> Can someone shed some light please? >>> >>> Thanks, >>> Mathew >>> >>> >> > > From theillien at yahoo.com Tue Jul 31 13:15:01 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 31 Jul 2007 13:15:01 -0400 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: <46AF688D.4000508@pipex.net> References: <46AF58AB.8070201@yahoo.com> <46AF5B3C.40201@pipex.net> <46AF5BB1.2010502@yahoo.com> <46AF688D.4000508@pipex.net> Message-ID: <46AF6E15.7010204@yahoo.com> I made the changes and used the Blank template. I still haven't received anything via mail. Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: > Mathew; > Just apply the same you have there: > > Condition: On Queue Change > Action: Notify Requestors > Template: Global template: MoveToCCEng > Stage: TransactionCreate > > as a queue script on your CCEng queue and it should work, my guess is > your template not working as a test a default template and see if it > works .. > Good luck ; > Roy > > > Mathew Snyder wrote: >> I had actually tried the queue specific scrip but it wasn't working so >> I changed >> it to a global thinking that was the problem. That didn't work either. >> >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> >> >> Roy El-Hames wrote: >> >>> Hi Mathew; >>> 1- What don't you create a queue scrip/template instead of global one, >>> ie create you scrip with >>> >>> Condition: On Queue Change >>> Action: Notify Requestors >>> Template: Global template: MoveToCCEng >>> Stage: TransactionCreate >>> >>> in/on your CCEng Queue >>> >>> 2- If you have a defined Condition or/and action then the system wont >>> look in the custom boxes .. if you want custom condition then change the >>> Condition to User Defined.same for Action etc .. >>> >>> Regards; >>> Roy >>> >>> Mathew Snyder wrote: >>> >>>> I've created my template under Global. I've also set under Global the >>>> scrip with: >>>> Condition: On Queue Change >>>> Action: Notify Requestors >>>> Template: Global template: MoveToCCEng >>>> Stage: TransactionCreate >>>> >>>> I need this to fire off only when a ticket is moved to the CCEng >>>> queue. I'm >>>> guessing that I need a Custom Condition which will check that the >>>> queue is >>>> actually the one in question. However, I don't think I know what I >>>> should be >>>> making it look like. >>>> >>>> Perhaps >>>> if (($self->TransactionObj->Type eq "Queue") and >>>> ($self->TransactionObj->NewValue eq "CCEng")) { return 1; >>>> }else{ >>>> return undef; >>>> } >>>> is what I'm looking for? But that doesn't work either. >>>> >>>> Can someone shed some light please? >>>> >>>> Thanks, >>>> Mathew >>>> >>> >> >> > > From sturner at MIT.EDU Tue Jul 31 13:48:15 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 31 Jul 2007 13:48:15 -0400 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: <46AF6E15.7010204@yahoo.com> References: <46AF58AB.8070201@yahoo.com> <46AF5B3C.40201@pipex.net> <46AF5BB1.2010502@yahoo.com> <46AF688D.4000508@pipex.net> <46AF6E15.7010204@yahoo.com> Message-ID: <6.2.3.4.2.20070731134721.040cf350@po14.mit.edu> At Tuesday 7/31/2007 01:15 PM, Mathew Snyder wrote: >I made the changes and used the Blank template. I still haven't received >anything via mail. The Blank template doesn't send mail - in fact that's why it's there, so you can have a scrip that doesn't send mail. Try the Transaction template. Steve From gpetme at gmail.com Tue Jul 31 13:52:42 2007 From: gpetme at gmail.com (Greg Petras) Date: Tue, 31 Jul 2007 10:52:42 -0700 Subject: [rt-users] '10 highest priority tickets' no longer has links totickets In-Reply-To: <1503E58A-D6FE-4AF5-ABBD-1D1E304700F7@orbisuk.com> References: <1503E58A-D6FE-4AF5-ABBD-1D1E304700F7@orbisuk.com> Message-ID: Justin - Thanks for the reply. I ended up fixing this a while back. I got pretty deep into investigating the problem, but never found out why the default search changed for all users. I found the location in the database where this search was stored, and found it was base64 encoded. When I decoded it from a backup, and the current database, they did not show any changes. Anyway, I ended up spinning up a new install in my lab and copying the contents of the same screen you suggested below to fix the problem. Thanks again for the reply. Greg On 7/23/07, Justin Hayes wrote: > > Edit the query and go to the Advanced page. then add something like this in > the 2nd box: > > ' href="/Ticket/Display.html?id=__id__">__id__/Title:#', > '__QueueName__', > '__Status__', > '__Priority__', > '__CreatedRelative__', > ' href="/Ticket/Display.html?id=__id__">__Subject__/Title:Subject', > ' href="/Ticket/Update.html?Status=open&Action=Comment&id=__id__#updateticket">Take/TITLE:  > ' > > Note mine is customised for small text and I have a custom Take link, but > you get the idea... > > Justin > > > > ------------------------------------------------------ > Justin Hayes > Support Manager > justin.hayes at orbisuk.com > > > > > On 11 Jul 2007, at 19:46, Greg Petras wrote: > > This was accidentally posted to rt-devel first. I should have sent it > to rt-users. Please excuse my mistake. > > I've got a working configuration of RT 3.6.3 on Apache 2.0.59, > mod_perl 2.0.3, and Perl 5.8.8. > > I was asked to modify the '10 highest priority tickets' section. I > added 'Priority greater than 0' to the search, and saved the search > "[_1] highest priority tickets I own". Now all users, including mine, > have a list of tickets and tickets numbers as we did before, but there > are no hyperlinks to click through to the ticket. I tried to remove > the 'priority greater than 0' addition to the search, and saved it, > but the hyperlinks are still not back. I've also looked at a database > dump from last night and have tried to restore the storable data in > the database in the Attributes table (value = '1'). Has anyone seen > this behavior, or know how to revert the change so that the ticket > numbers and ticket subjects are hyperlinks? > > Thanks a lot, > > Greg > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a > copy at http://rtbook.bestpractical.com > From theillien at yahoo.com Tue Jul 31 14:02:47 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 31 Jul 2007 14:02:47 -0400 Subject: [rt-users] Problem with OnQueueChange scrip In-Reply-To: <6.2.3.4.2.20070731134721.040cf350@po14.mit.edu> References: <46AF58AB.8070201@yahoo.com> <46AF5B3C.40201@pipex.net> <46AF5BB1.2010502@yahoo.com> <46AF688D.4000508@pipex.net> <46AF6E15.7010204@yahoo.com> <6.2.3.4.2.20070731134721.040cf350@po14.mit.edu> Message-ID: <46AF7947.4000008@yahoo.com> Stephen Turner wrote: > At Tuesday 7/31/2007 01:15 PM, Mathew Snyder wrote: >> I made the changes and used the Blank template. I still haven't received >> anything via mail. > > The Blank template doesn't send mail - in fact that's why it's there, so > you can have a scrip that doesn't send mail. Try the Transaction template. > > Steve > I got it to work using the Admin Correspondence template when the NotifyActor variable is set to '1'. However, as soon as I turn that off, no emails are sent out. Keep up with me and what I'm up to: http://theillien.blogspot.com From rlong at bluegecko.net Tue Jul 31 14:09:14 2007 From: rlong at bluegecko.net (Robert Long) Date: Tue, 31 Jul 2007 11:09:14 -0700 Subject: [rt-users] Problems with rt-mailgate (postfix + ldap + aliases) In-Reply-To: <1185869451.30770.250.camel@timon> References: <1185823236.30770.212.camel@timon> <46AE4418.50303@bluegecko.net> <1185869451.30770.250.camel@timon> Message-ID: <46AF7ACA.3030305@bluegecko.net> Toni de la Fuente wrote: > When I try to exec this command from my mail server: > > Note http://www.domain.com/tickets/@domain.com <-- postfix or aliases > add @domain.com > > I see that, do you still have virtual aliases setup for those users? What happens when you try to send something to another alias listed in /etc/aliases? Maybe create one yourself.. testuser: afuente at intecna.es then run newaliases and 'echo "hello world" | mail -s testing testuser' on that system.. From afuente at intecna.es Tue Jul 31 15:03:23 2007 From: afuente at intecna.es (Toni de la Fuente) Date: Tue, 31 Jul 2007 21:03:23 +0200 Subject: [rt-users] Problems with rt-mailgate (postfix + ldap + aliases) In-Reply-To: <46AF7ACA.3030305@bluegecko.net> References: <1185823236.30770.212.camel@timon> <46AE4418.50303@bluegecko.net> <1185869451.30770.250.camel@timon> <46AF7ACA.3030305@bluegecko.net> Message-ID: <1185908603.30770.403.camel@timon> It does work. But it doesn't work with: testuser: "|/usr/bin/rt-mailgate --queue 'My queue' --action correspond --url http://www.domain.com/tickets/" I can see this error in /var/log/mail.log Jul 31 20:51:26 padme postfix/pickup[27965]: 43280B3400B: uid=0 from= Jul 31 20:51:26 padme postfix/cleanup[29135]: 43280B3400B: message-id=<20070731185126.43280B3400B at mail.domain.com> Jul 31 20:51:26 padme postfix/qmgr[14271]: 43280B3400B: from=, size=316, nrcpt=1 (queue active) Jul 31 20:51:27 padme amavis[28959]: (28959-06) Not-Delivered, -> <|/usr/bin/rt-mailgate --queue 'My queue' --action correspond --url http://www.domain.com/tickets/@domain.com>, Message-ID: <20070731185126.43280B3400B at mail.domain.com>, Hits: -3.66 Jul 31 20:51:27 padme postfix/smtp[29137]: 43280B3400B: to=<|/usr/bin/rt-mailgate --queue 'My queue' --action correspond --url http://www.domain.com/tickets/@domain.com>, orig_to=, relay=localhost[127.0.0.1], delay=1, status=bounced (host localhost[127.0.0.1] said: 550 5.1.0 <|/usr/bin/rt-mailgate --queue 'My queue' --action correspond --url http://www.domain.com/tickets/@domain.com>: Recipient address rejected: User unknown in virtual mailbox table (in reply to end of DATA command)) Jul 31 20:51:27 padme postfix/qmgr[14271]: 43280B3400B: removed Additionally i I try to exec this command from my mail server: # echo "Hello world" | /usr/bin/rt-mailgate --queue 'My queue' --action correspond --url http://www.domain.com/tickets/ I see next errors in my RT server (/var/log/messages) Jul 31 20:50:39 rainbow RT: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:415) Jul 31 20:50:39 rainbow RT: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:415) Jul 31 20:50:39 rainbow RT: Could not record email: Could not load a valid user (/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:73) My RT server is Fedora Core 6 with rt3-3.6.3 (yum installed) and SELinux disabled. Thanks for your help. El mar, 31-07-2007 a las 11:09 -0700, Robert Long escribi?: > Toni de la Fuente wrote: > > When I try to exec this command from my mail server: > > > > Note http://www.domain.com/tickets/@domain.com <-- postfix or aliases > > add @domain.com > > > > > I see that, do you still have virtual aliases setup for those users? > What happens when you try to send something to another alias listed in > /etc/aliases? Maybe create one yourself.. > > > testuser: afuente at intecna.es > > then run newaliases and 'echo "hello world" | mail -s testing testuser' > on that system.. > -- Toni de la Fuente Diaz Responsable de Sistemas y Soporte Intecna Soluciones Fundaci?n I+D del Software Libre Parque Tecnol?gico de Ciencias de la Salud BIC Granada-CEEI Avda. de la Innovaci?n, 1 18100 Armilla (Granada) Tlf. 902003626 afuente at intecna.es www.intecna.es From jmoseley at corp.xanadoo.com Tue Jul 31 16:25:45 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Tue, 31 Jul 2007 15:25:45 -0500 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070731202117.GC23448@ns.sdsitehosting.net> Message-ID: Good. I wouldn't waste my time trying to tweak selinux. It sounds like it's behind a firewall on an internal netwrok, so why turn it on at all. There are many other things that will break with selinux turned on... James Moseley John Oliver To James Moseley 07/31/2007 03:21 PM cc Subject Re: [rt-users] RT not connecting to database? On Mon, Jul 30, 2007 at 08:13:22PM -0500, James Moseley wrote: > Ruslan makes a good point. In FC6 and FC7, selinux is enabled by default. > You definitely want to turn that off. Make sure you add: > > SELINUX=disabled HOLY CRAP THAT WAS IT!!!! I used to install with SELinux disabled by habit. After attending the Red Hat Expo, I left it enabled... they had gone on and on about how things were different, etc. and I believed them :-) I may see if I can figure out the "right" fix for SELinux rather than leaving it disabled. But this is an internal server with no connection to the outside world, so I'm not going to get too bent out of shape over this. Thanks!!! -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From joliver at john-oliver.net Tue Jul 31 16:32:29 2007 From: joliver at john-oliver.net (John Oliver) Date: Tue, 31 Jul 2007 13:32:29 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: References: <20070731202117.GC23448@ns.sdsitehosting.net> Message-ID: <20070731203229.GD23448@ns.sdsitehosting.net> On Tue, Jul 31, 2007 at 03:25:45PM -0500, James Moseley wrote: > Good. I wouldn't waste my time trying to tweak selinux. It sounds like > it's behind a firewall on an internal netwrok, so why turn it on at all. > There are many other things that will break with selinux turned on... Except, if nobody ever figures out the correct fixes for SELinux, then everyone will keep defaulting to disabling it. And SELinux really is a really, really good idea. If I get it, I'll add it to the wiki. If not... I know I'll live! -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From joliver at john-oliver.net Tue Jul 31 16:33:32 2007 From: joliver at john-oliver.net (John Oliver) Date: Tue, 31 Jul 2007 13:33:32 -0700 Subject: [rt-users] Default password Message-ID: <20070731203332.GE23448@ns.sdsitehosting.net> The default password 'password' isn't working for me (do I have a black thumb of death or what? :-) ). I haven't been able to find anything about resetting it. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From joliver at john-oliver.net Tue Jul 31 16:47:06 2007 From: joliver at john-oliver.net (John Oliver) Date: Tue, 31 Jul 2007 13:47:06 -0700 Subject: [rt-users] Default password In-Reply-To: <20070731203332.GE23448@ns.sdsitehosting.net> References: <20070731203332.GE23448@ns.sdsitehosting.net> Message-ID: <20070731204706.GA24564@ns.sdsitehosting.net> On Tue, Jul 31, 2007 at 01:33:32PM -0700, John Oliver wrote: > The default password 'password' isn't working for me (do I have a black > thumb of death or what? :-) ). I haven't been able to find anything > about resetting it. I found http://wiki.bestpractical.com/view/RecoverRootPassword However... it doesn't help :-( mysql> update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where Name='root'; Query OK, 0 rows affected (0.00 sec) Rows matched: 0 Changed: 0 Warnings: 0 mysql> UPDATE Users SET Password='X03MO1qnZdYdgyfeuILPmQ' WHERE Name='root'; Query OK, 0 rows affected (0.01 sec) Rows matched: 0 Changed: 0 Warnings: 0 0 rows affected sounds like there is no username "root"? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From chaim.rieger at up-south.com Tue Jul 31 16:49:29 2007 From: chaim.rieger at up-south.com (Chaim Rieger) Date: Tue, 31 Jul 2007 13:49:29 -0700 Subject: [rt-users] Default password In-Reply-To: <20070731204706.GA24564@ns.sdsitehosting.net> References: <20070731203332.GE23448@ns.sdsitehosting.net> <20070731204706.GA24564@ns.sdsitehosting.net> Message-ID: <46AFA059.6010208@up-south.com> John Oliver wrote: > I found http://wiki.bestpractical.com/view/RecoverRootPassword > However... it doesn't help :-( > > mysql> update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where > Name='root'; > Query OK, 0 rows affected (0.00 sec) > Rows matched: 0 Changed: 0 Warnings: 0 > > mysql> UPDATE Users SET Password='X03MO1qnZdYdgyfeuILPmQ' WHERE > Name='root'; > Query OK, 0 rows affected (0.01 sec) > Rows matched: 0 Changed: 0 Warnings: 0 > > > 0 rows affected sounds like there is no username "root" mysql -u (whatever) -p (if needed) then you need to change to the rt db use "name_of_rt_db" then you can reset the passwd. From sturner at MIT.EDU Tue Jul 31 16:38:04 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 31 Jul 2007 16:38:04 -0400 Subject: [rt-users] Default password In-Reply-To: <20070731203332.GE23448@ns.sdsitehosting.net> References: <20070731203332.GE23448@ns.sdsitehosting.net> Message-ID: <6.2.3.4.2.20070731163744.0393e878@po14.mit.edu> At Tuesday 7/31/2007 04:33 PM, John Oliver wrote: >The default password 'password' isn't working for me (do I have a black >thumb of death or what? :-) ). I haven't been able to find anything >about resetting it. > >-- http://wiki.bestpractical.com/view/RecoverRootPassword Steve From joliver at john-oliver.net Tue Jul 31 17:49:40 2007 From: joliver at john-oliver.net (John Oliver) Date: Tue, 31 Jul 2007 14:49:40 -0700 Subject: [rt-users] Default password In-Reply-To: <46AFA059.6010208@up-south.com> References: <20070731203332.GE23448@ns.sdsitehosting.net> <20070731204706.GA24564@ns.sdsitehosting.net> <46AFA059.6010208@up-south.com> Message-ID: <20070731214940.GC25660@ns.sdsitehosting.net> On Tue, Jul 31, 2007 at 01:49:29PM -0700, Chaim Rieger wrote: > John Oliver wrote: > >I found http://wiki.bestpractical.com/view/RecoverRootPassword > >However... it doesn't help :-( > > > >mysql> update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where > >Name='root'; > >Query OK, 0 rows affected (0.00 sec) > >Rows matched: 0 Changed: 0 Warnings: 0 > > > >mysql> UPDATE Users SET Password='X03MO1qnZdYdgyfeuILPmQ' WHERE > >Name='root'; > >Query OK, 0 rows affected (0.01 sec) > >Rows matched: 0 Changed: 0 Warnings: 0 > > > > > >0 rows affected sounds like there is no username "root" > mysql -u (whatever) -p (if needed) > then you need to change to the rt db > use "name_of_rt_db" > then you can reset the passwd. Yes, I know... :-) [root at rt3 ~]# mysql -h ntdbs01 -u root -p Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 15 Server version: 5.0.22 Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> use rt3; Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changed mysql> update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where Name='root'; Query OK, 0 rows affected (0.00 sec) Rows matched: 0 Changed: 0 Warnings: 0 mysql> UPDATE Users SET Password='X03MO1qnZdYdgyfeuILPmQ' WHERE Name='root'; Query OK, 0 rows affected (0.01 sec) Rows matched: 0 Changed: 0 Warnings: 0 I shouldn't have to manually add a 'root' user. Right? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From chaim.rieger at up-south.com Tue Jul 31 17:53:50 2007 From: chaim.rieger at up-south.com (Chaim Rieger) Date: Tue, 31 Jul 2007 14:53:50 -0700 Subject: [rt-users] Default password In-Reply-To: <20070731214940.GC25660@ns.sdsitehosting.net> References: <20070731203332.GE23448@ns.sdsitehosting.net> <20070731204706.GA24564@ns.sdsitehosting.net> <46AFA059.6010208@up-south.com> <20070731214940.GC25660@ns.sdsitehosting.net> Message-ID: <46AFAF6E.2020801@up-south.com> John Oliver wrote: > I shouldn't have to manually add a 'root' user. Right? > > after use rt3 do show tables then select * from Users is root in there ?
*49:* *50:* % for my $portlet (@{$portlets->{body}}) { *51:* <% $show_cb->( $portlet ) %> *52:*
*53:* % } *54:* *...* *code stack:* /opt/rt3/share/html/Elements/MyRT:50 /opt/rt3/share/html/index.html:79 /opt/rt3/share/html/autohandler:292 raw error Can't use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50, line 1662. Trace begun at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50, line 1662.^J') called at /opt/rt3/share/html/Elements/MyRT line 50 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x18b3c20)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/html/index.html line 79 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x17bab60)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /opt/rt3/share/html/autohandler line 292 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x17e7afc)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1972fa4)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1972fa4)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x12c3acc)', 'Apache=SCALAR(0x14cbd54)') called at /opt/rt3/bin/webmux.pl line 123 eval {...} at /opt/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache=SCALAR(0x14cbd54)') called at /dev/null line 0 eval {...} at /dev/null line 0 Since then, I have had private emails from 4 people, who are seeing the same error. It occurred on our kit, when I was upgrading our test instance from 3.4.6 to 3.6.3. Everything was fine until after I applied the 3.5.1 patches and restarted everything. It would appear this isn't unique to our setup. Does anyone have any ideas how to even begin to find the source of the bug? I can't take the risk of upgrading our live server until I can prove this isn't going to screw everything up and I need to complete migrating our live instance to a new set of hardware soon. Any ideas anyone? Thanks Richard -- Richard Ellis .Sun B2B Operations Sun Microsystems x24727 http://sun.com From Juergen.Wendler at dimdi.de Tue Jul 3 07:04:47 2007 From: Juergen.Wendler at dimdi.de (=?iso-8859-1?Q?=22Wendler=2C_J=FCrgen=22?=) Date: Tue, 3 Jul 2007 13:04:47 +0200 Subject: [rt-users] Prevent outgoing E-Mail when Ticket is resolved Message-ID: <2F0661D6B097BE4192927FB2171E7A29C92E34@galilei.pcnetz.dimdi.de> Hi Folks, I got a little question, which is hard to solve for me, so i'm askind here again. Is there any possibility to prevent this outgoing E-Mail when a Ticket is resolved? I know that there are scrips but my Problem is in some cases when i solve the Problem, i close the Ticket. The Requestor gets an E-Mail that the Ticket is resolved. Sometimes the Requestor replys to this E-Mail with a Thanks for good work etc. and the Ticket is reopened. I'm actually thinking of a second resolve Button, one with outgoing E-Mail when i resolve, and one without this Notification E-Mail. Anyone got a clue of how to do that? Thx in advise... J?rgen Wendler From forrest at itasoftware.com Tue Jul 3 08:14:01 2007 From: forrest at itasoftware.com (Forrest Blount) Date: Tue, 03 Jul 2007 08:14:01 -0400 Subject: [rt-users] Prevent outgoing E-Mail when Ticket is resolved In-Reply-To: <2F0661D6B097BE4192927FB2171E7A29C92E34@galilei.pcnetz.dimdi.de> References: <2F0661D6B097BE4192927FB2171E7A29C92E34@galilei.pcnetz.dimdi.de> Message-ID: <468A3D89.4030606@itasoftware.com> This is all from the scrip "On Resolve Notify Requestors." You can modify the scrip with a custom condition to trigger only in some instances (rather than building a second button) or you can change the "Notify Requestors" option to "Notify Requestors as Comment." RT will re-open a ticket when correspondence comes in, but won't for a comment (generally comments aren't broadcast to as large of a ticket supervisory audience as well). Best luck, Forrest Wendler, J?rgen wrote: > Hi Folks, > > I got a little question, which is hard to solve for me, so i'm askind here again. > > Is there any possibility to prevent this outgoing E-Mail when a Ticket is resolved? > I know that there are scrips but my Problem is in some cases when i solve the Problem, i close the Ticket. The Requestor gets an E-Mail that the Ticket is resolved. Sometimes the Requestor replys to this E-Mail with a Thanks for good work etc. and the Ticket is reopened. > > I'm actually thinking of a second resolve Button, one with outgoing E-Mail when i resolve, and one without this Notification E-Mail. > > Anyone got a clue of how to do that? > > Thx in advise... > > J?rgen Wendler > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From barnesaw at ucrwcu.rwc.uc.edu Tue Jul 3 08:19:39 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 03 Jul 2007 08:19:39 -0400 Subject: [rt-users] Prevent outgoing E-Mail when Ticket is resolved In-Reply-To: <2F0661D6B097BE4192927FB2171E7A29C92E34@galilei.pcnetz.dimdi.de> References: <2F0661D6B097BE4192927FB2171E7A29C92E34@galilei.pcnetz.dimdi.de> Message-ID: <468A3EDB.6090200@ucrwcu.rwc.uc.edu> On RT 3.2.3, I used this scrip to notify only on the first resolve. I got this off the (old) wiki, so I'm not sure where it may be now. You may need to modify this for new versions. Condition: OnResolve Action: Notify Requestors Template: Global Template:Resolved Stage: TransactionCreate Custom Condition: # OnResolve Once # This scrip condition matches only if the current transaction is # "resolved" and the current ticket has no other resolved transactions. # # First, check if the current transaction is "resolved". If so, get # the list of transactions associated with the current ticket and go # through them one by one. If the ticket number in the transaction # matches the current ticket (i.e., this isn't a transaction from a # merged ticket) and the transaction is "resolved", count it. When # we are all done, return true if we only found 1 resolved transaction # (i.e., the current one) and false otherwise. my $result = undef; if ($self->TransactionObj->Type eq "Status" && $self->TransactionObj->NewValue eq "resolved") { my $trans_list = $self->TicketObj->Transactions; my $trans; my $num_resolved = 0; while ($trans = $trans_list->Next) { $num_resolved++ if ($trans->Ticket == $self->TicketObj->Id) && ($trans->Type eq "Status") && ($trans->NewValue eq "resolved"); } $result = ($num_resolved <= 1); } return($result); Wendler, J?rgen wrote: > Hi Folks, > > I got a little question, which is hard to solve for me, so i'm askind here again. > > Is there any possibility to prevent this outgoing E-Mail when a Ticket is resolved? > I know that there are scrips but my Problem is in some cases when i solve the Problem, i close the Ticket. The Requestor gets an E-Mail that the Ticket is resolved. Sometimes the Requestor replys to this E-Mail with a Thanks for good work etc. and the Ticket is reopened. > > I'm actually thinking of a second resolve Button, one with outgoing E-Mail when i resolve, and one without this Notification E-Mail. > > Anyone got a clue of how to do that? > > Thx in advise... > > J?rgen Wendler > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 thomas.hecker at ffpr.de Tue Jul 3 08:32:05 2007 From: thomas.hecker at ffpr.de (Thomas Hecker) Date: Tue, 03 Jul 2007 14:32:05 +0200 Subject: [rt-users] Scrip needed that automaticaly closes tickets with a special subject Message-ID: Hi all, i use RT 3.6.1 and look for a scrip that automatically closes new ticktes that have subjects that contain special words. an example: i have some UPS from APC wich send emails after performing selftesting. The subject is somehing like "HOMER passes internal self test" where HOMER is the name of the UPS. This email should be sent to rt. RT then opens a new ticket. Now i want a scrip that closes the ticket automatically when the subject of an email contains specail words. So status mails will still generate tickets but are closed immediately (fpt statistic purpose). Status mails with an error like "Error 123 while HOMER performing self test" then correctly will open a ticket that stays open. My problem here is, that i know nothing about perl coding, so i can't code this scrip by myself. Maybe sombody has allready a scrip wich works similar, or maybe somebody could code it? Thanks for help Thomas From barnesaw at ucrwcu.rwc.uc.edu Tue Jul 3 09:15:29 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 03 Jul 2007 09:15:29 -0400 Subject: [rt-users] Scrip needed that automaticaly closes tickets with a special subject In-Reply-To: References: Message-ID: <468A4BF1.6040200@ucrwcu.rwc.uc.edu> I would look at modifying this to suit your needs. http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages Thomas Hecker wrote: > Hi all, > > i use RT 3.6.1 and look for a scrip that automatically closes new ticktes > that have subjects that contain special words. > > an example: > > i have some UPS from APC wich send emails after performing selftesting. The > subject is somehing like "HOMER passes internal self test" where HOMER is > the name of the UPS. This email should be sent to rt. RT then opens a new > ticket. Now i want a scrip that closes the ticket automatically when the > subject of an email contains specail words. So status mails will still > generate tickets but are closed immediately (fpt statistic purpose). Status > mails with an error like "Error 123 while HOMER performing self test" then > correctly will open a ticket that stays open. > > My problem here is, that i know nothing about perl coding, so i can't code > this scrip by myself. Maybe sombody has allready a scrip wich works similar, > or maybe somebody could code it? > > Thanks for 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 > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From slackamp at gmail.com Tue Jul 3 10:05:54 2007 From: slackamp at gmail.com (slamp slamp) Date: Tue, 3 Jul 2007 10:05:54 -0400 Subject: [rt-users] one ticket for all alerts Message-ID: <78926d250707030705x40fa75e9g4e857752aa7181e1@mail.gmail.com> Is there a way to make RT only open one ticket for all alerts it is receiving from a specific device? Lets say it is coming from device at domain.com. I only want it to open 1 ticket. This is to keep track of the alerts it is sending in only one ticket. Thank you for your assistance. From sturner at MIT.EDU Tue Jul 3 10:12:36 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 03 Jul 2007 10:12:36 -0400 Subject: [rt-users] one ticket for all alerts In-Reply-To: <78926d250707030705x40fa75e9g4e857752aa7181e1@mail.gmail.co m> References: <78926d250707030705x40fa75e9g4e857752aa7181e1@mail.gmail.com> Message-ID: <6.2.3.4.2.20070703101021.03e4ede8@po14.mit.edu> At Tuesday 7/3/2007 10:05 AM, slamp slamp wrote: >Is there a way to make RT only open one ticket for all alerts it is >receiving from a specific device? > >Lets say it is coming from device at domain.com. I only want it to open 1 >ticket. This is to keep track of the alerts it is sending in only one >ticket. > >Thank you for your assistance. What you could do is create a ticket manually and then put the magic string including the ticket number [your.rt.name #12121] in the subject line for all the alerts from the device. A bit kludgey but it should work. Steve From darling at ccdc.cam.ac.uk Tue Jul 3 10:22:20 2007 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Tue, 03 Jul 2007 15:22:20 +0100 Subject: [rt-users] one ticket for all alerts In-Reply-To: <6.2.3.4.2.20070703101021.03e4ede8@po14.mit.edu> References: <78926d250707030705x40fa75e9g4e857752aa7181e1@mail.gmail.com> <6.2.3.4.2.20070703101021.03e4ede8@po14.mit.edu> Message-ID: <468A5B9C.6030104@ccdc.cam.ac.uk> >> Is there a way to make RT only open one ticket for all alerts it is >> receiving from a specific device? >> >> Lets say it is coming from device at domain.com. I only want it to open 1 >> ticket. This is to keep track of the alerts it is sending in only one >> ticket. > > What you could do is create a ticket manually and then put the magic > string including the ticket number [your.rt.name #12121] in the subject > line for all the alerts from the device. I used to have this setup by fixing the Subject line so it had the ticket id in it (like what Steve just said) - this was OK, until the ticket had been reopened a few hundred times, then all got very slow due to the number of transactions. It works, but not in the long term. Toby ..... From l.campos at blinck.com Tue Jul 3 11:03:22 2007 From: l.campos at blinck.com (Luis Motta Campos) Date: Tue, 3 Jul 2007 17:03:22 +0200 Subject: [rt-users] How to configure RT 3.6 to connect to MySQL through a socket? Message-ID: Hi, List. I would like to configure my development environment to use a socket to connect to my mysql. I'm trying to use mysql so I can restore backups from the production system to serve as development data. I'm running into trouble because the development environment here works on (user-owned) sockets only and doesn't read the permission tables - is this a bigger issue than trying to connect to the database throught a custom-named socket? I was thinking about implementing a RT/Handle_Local.pm overlay to force the database, but there should be a cleaner way to do this. Can someone please point me to the right direction before I start writing code? Thanks in advance. -- Luis Motta Campos Senior Software Engineer @ Blinck http://www.Blinck.com/ From justin.hayes at orbisuk.com Tue Jul 3 14:51:35 2007 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Tue, 3 Jul 2007 19:51:35 +0100 Subject: [rt-users] Help - Clicking the reply/comment links from header bar causes transactions/scrips Message-ID: Got a pretty bad problem here. Just pressing 'Reply/Comment' on the top header bar of a ticket is causing transactions to be created, scrips to fire and therefore blank emails to get sent out based on those scrips..... If I press reply (which has '/Ticket/Update.html? Action=Respond&id=26552#updateticket' as the link) causes: Jul 3 19:49:39 calypso RT: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/ opt/rt3/lib/RT/Interface/Web.pm:617) Jul 3 19:49:39 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:49:39 calypso RT: Guessed encoding: ascii Jul 3 19:49:39 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:49:39 calypso RT: Guessed encoding: ascii Jul 3 19:49:39 calypso RT: About to think about scrips for transaction #264739 Jul 3 19:49:39 calypso RT: About to prepare scrips for transaction #264739 Jul 3 19:49:39 calypso RT: Found 2 scrips Jul 3 19:49:39 calypso RT: Found 1 scrips Jul 3 19:49:39 calypso RT: #26552/264739 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) Jul 3 19:49:39 calypso RT: sent To: Cc: (/opt/rt3/lib/RT/Action/ SendEmail.pm:274) Jul 3 19:49:39 calypso RT: About to think about scrips for transaction #264740 Comment (/Ticket/Update.html? Action=Comment&id=26552#updateticket) does the following: Jul 3 19:52:12 calypso RT: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/ opt/rt3/lib/RT/Interface/Web.pm:617) Jul 3 19:52:12 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:52:12 calypso RT: Guessed encoding: ascii Jul 3 19:52:12 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:52:12 calypso RT: Guessed encoding: ascii Jul 3 19:52:12 calypso RT: About to think about scrips for transaction #264742 Jul 3 19:52:12 calypso RT: About to prepare scrips for transaction #264742 Jul 3 19:52:12 calypso RT: Found 1 scrips Jul 3 19:52:12 calypso RT: Found 0 scrips what possible transaction can get triggered by just pressing 'Reply/ Comment'?????? Cheers in advance! Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jgrimm at abaris-inc.com Tue Jul 3 15:04:20 2007 From: jgrimm at abaris-inc.com (Grimm, Jason) Date: Tue, 3 Jul 2007 13:04:20 -0600 Subject: [rt-users] Customizing actions in "Tabs" Message-ID: Hello, New to this list, looks like a lot of good information. How would one go about customizing the GUI to perform custom actions? I can see that I can customize Tabs to add more buttons to the standard reply, comment, resolve etc. How would I create a customized version of the reply/correspond action that also sets priority to 1 and sets a custom field? I'm basically trying to create a button for sev 1 tickets that can do several actions with one click. I tried adding code into the button and got an error. Thanks, JG -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin.hayes at orbisuk.com Tue Jul 3 15:25:16 2007 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Tue, 3 Jul 2007 20:25:16 +0100 Subject: [rt-users] Help - Clicking the reply/comment links from header barcauses transactions/scrips In-Reply-To: References: Message-ID: <23F55742-A54A-4734-B6D3-00BDF2D2ABD2@orbisuk.com> Hmm possibly a bug with UseTransactionBatch ? I'm using 3.6.3. If I put my scrips back to TransactionCreate instead of TransactionBatch it stops doing it again.... Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com On 3 Jul 2007, at 19:51, Justin Hayes wrote: > Got a pretty bad problem here. > > Just pressing 'Reply/Comment' on the top header bar of a ticket is > causing transactions to be created, scrips to fire and therefore > blank emails to get sent out based on those scrips..... > > If I press reply (which has '/Ticket/Update.html? > Action=Respond&id=26552#updateticket' as the link) causes: > > Jul 3 19:49:39 calypso RT: Use of uninitialized value in > substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/ > opt/rt3/lib/RT/Interface/Web.pm:617) > Jul 3 19:49:39 calypso RT: Encode::Guess failed: ; fallback to > iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) > Jul 3 19:49:39 calypso RT: Guessed encoding: ascii > Jul 3 19:49:39 calypso RT: Encode::Guess failed: ; fallback to > iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) > Jul 3 19:49:39 calypso RT: Guessed encoding: ascii > Jul 3 19:49:39 calypso RT: About to think about scrips for > transaction #264739 > Jul 3 19:49:39 calypso RT: About to prepare scrips for transaction > #264739 > Jul 3 19:49:39 calypso RT: Found 2 scrips > Jul 3 19:49:39 calypso RT: Found 1 scrips > Jul 3 19:49:39 calypso RT: > > #26552/264739 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) > Jul 3 19:49:39 calypso RT: > sent To: > Cc: (/opt/rt3/lib/RT/Action/ > SendEmail.pm:274) > Jul 3 19:49:39 calypso RT: About to think about scrips for > transaction #264740 > > Comment (/Ticket/Update.html? > Action=Comment&id=26552#updateticket) does the following: > > Jul 3 19:52:12 calypso RT: Use of uninitialized value in > substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/ > opt/rt3/lib/RT/Interface/Web.pm:617) > Jul 3 19:52:12 calypso RT: Encode::Guess failed: ; fallback to > iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) > Jul 3 19:52:12 calypso RT: Guessed encoding: ascii > Jul 3 19:52:12 calypso RT: Encode::Guess failed: ; fallback to > iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) > Jul 3 19:52:12 calypso RT: Guessed encoding: ascii > Jul 3 19:52:12 calypso RT: About to think about scrips for > transaction #264742 > Jul 3 19:52:12 calypso RT: About to prepare scrips for transaction > #264742 > Jul 3 19:52:12 calypso RT: Found 1 scrips > Jul 3 19:52:12 calypso RT: Found 0 scrips > > what possible transaction can get triggered by just pressing 'Reply/ > Comment'?????? > > Cheers in advance! > > Justin > ------------------------------------------------------ > Justin Hayes > Support Manager > justin.hayes at orbisuk.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin.hayes at orbisuk.com Tue Jul 3 15:37:30 2007 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Tue, 3 Jul 2007 20:37:30 +0100 Subject: [rt-users] Help - Clicking the reply/comment links from headerbarcauses transactions/scrips In-Reply-To: <23F55742-A54A-4734-B6D3-00BDF2D2ABD2@orbisuk.com> References: <23F55742-A54A-4734-B6D3-00BDF2D2ABD2@orbisuk.com> Message-ID: <1F42EA54-1FA3-4E19-A317-E0C2B73F7BCD@orbisuk.com> Ahh re-read the note about the bug: NOTE: RT from 3.6.x up to 3.6.3 has a bug that creates an extra "correspond"-transaction to fetch the mailaddresses on a correspon- reply in transactionbatch-stage. A patch was posted to the rt-users list for this bug: http://lists.bestpractical.com/pipermail/rt-users/ attachments/20070204/4f331f76/rt-3.6.3-transaction_batch.bin Read it before trying Batch out but hadn't understood it's implication. Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com On 3 Jul 2007, at 20:25, Justin Hayes wrote: > Hmm possibly a bug with UseTransactionBatch ? > > I'm using 3.6.3. If I put my scrips back to TransactionCreate > instead of TransactionBatch it stops doing it again.... > > Justin > > ------------------------------------------------------ > Justin Hayes > Support Manager > justin.hayes at orbisuk.com > > > > On 3 Jul 2007, at 19:51, Justin Hayes wrote: > >> Got a pretty bad problem here. >> >> Just pressing 'Reply/Comment' on the top header bar of a ticket is >> causing transactions to be created, scrips to fire and therefore >> blank emails to get sent out based on those scrips..... >> >> If I press reply (which has '/Ticket/Update.html? >> Action=Respond&id=26552#updateticket' as the link) causes: >> >> Jul 3 19:49:39 calypso RT: Use of uninitialized value in >> substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. >> (/opt/rt3/lib/RT/Interface/Web.pm:617) >> Jul 3 19:49:39 calypso RT: Encode::Guess failed: ; fallback to >> iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) >> Jul 3 19:49:39 calypso RT: Guessed encoding: ascii >> Jul 3 19:49:39 calypso RT: Encode::Guess failed: ; fallback to >> iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) >> Jul 3 19:49:39 calypso RT: Guessed encoding: ascii >> Jul 3 19:49:39 calypso RT: About to think about scrips for >> transaction #264739 >> Jul 3 19:49:39 calypso RT: About to prepare scrips for >> transaction #264739 >> Jul 3 19:49:39 calypso RT: Found 2 scrips >> Jul 3 19:49:39 calypso RT: Found 1 scrips >> Jul 3 19:49:39 calypso RT: >> >> #26552/264739 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) >> Jul 3 19:49:39 calypso RT: >> sent To: >> Cc: (/opt/rt3/lib/RT/Action/ >> SendEmail.pm:274) >> Jul 3 19:49:39 calypso RT: About to think about scrips for >> transaction #264740 >> >> Comment (/Ticket/Update.html? >> Action=Comment&id=26552#updateticket) does the following: >> >> Jul 3 19:52:12 calypso RT: Use of uninitialized value in >> substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. >> (/opt/rt3/lib/RT/Interface/Web.pm:617) >> Jul 3 19:52:12 calypso RT: Encode::Guess failed: ; fallback to >> iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) >> Jul 3 19:52:12 calypso RT: Guessed encoding: ascii >> Jul 3 19:52:12 calypso RT: Encode::Guess failed: ; fallback to >> iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) >> Jul 3 19:52:12 calypso RT: Guessed encoding: ascii >> Jul 3 19:52:12 calypso RT: About to think about scrips for >> transaction #264742 >> Jul 3 19:52:12 calypso RT: About to prepare scrips for >> transaction #264742 >> Jul 3 19:52:12 calypso RT: Found 1 scrips >> Jul 3 19:52:12 calypso RT: Found 0 scrips >> >> what possible transaction can get triggered by just pressing >> 'Reply/Comment'?????? >> >> Cheers in advance! >> >> Justin >> ------------------------------------------------------ >> Justin Hayes >> Support Manager >> justin.hayes at orbisuk.com >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From johnschubert at yahoo.com Tue Jul 3 17:50:03 2007 From: johnschubert at yahoo.com (John Schubert) Date: Tue, 3 Jul 2007 14:50:03 -0700 (PDT) Subject: [rt-users] RT Couldn't Write to Session Dir - ?var at 100% Message-ID: <46787.85173.qm@web54307.mail.re2.yahoo.com> First, I googled this error and dug through archives before posting. ________________________________________________________________SysInfo________________ System: Intel PC running RedHat Linux Release 7.3 (Valhalla), kernel 2.4.18-3 Perl 5.6.1 ModPerl 1.29 Apache 1.3.29 (error log file is clean) MySQL 4.0.16 Standard RT Time on Machine: Been running flawless for about 3 years. No upgrades to any packages or changes made in over 2.5 years. RT Version 3.0.4. _____________________________________________________________________ The error I am receiving is ?/opt/rt3/var/session_data? couldn?t be written by RT using ?sessions.MYI? at /usr/lib/perl5/site_perl/5.6.1/Apache/Session/Store/DBI.pm (line 42) First thing I did was check the file system. /var/ was at 100%. I got rid of some logs and dropped the usage so that over 30% of the /var partition was available. I then restarted MySQL and Apache, to no avail. I then did a graceful reboot of the system. The error was identical. I?m not sure if the partition being full was before or after the system failing. All log files are clean (mysql, Redhat, and apache) except for this write error. I then went completely through the error and, in the sake of being quick to solve, chmod 777 every file, to include: /opt/rt3/var/session_data DBI.pm I haven?t changed any directory permissions, though. Any insight into: what happened, how I could have avoided, how to fix and suggestions for the future. Thanks, John ____________________________________________________________________________________ It's here! Your new message! Get new email alerts with the free Yahoo! Toolbar. http://tools.search.yahoo.com/toolbar/features/mail/ From jesse at bestpractical.com Tue Jul 3 11:58:27 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Jul 2007 17:58:27 +0200 Subject: [rt-users] "PerlModule" error In-Reply-To: <9C2CDC14E5B4BF49BCE1A66AE9702979019E9C7A@var-exch-01.VARSHERRITTOIL.MTC.com> References: <9C2CDC14E5B4BF49BCE1A66AE9702979019E9C7A@var-exch-01.VARSHERRITTOIL.MTC.com> Message-ID: On Jun 26, 2007, at 2:21 PM, Mendez, Felix wrote: > I have installed the RT-3.6.3 over OpenSuse 10.2, all the modules > of CPAN are well installed. But when I modify the file httpd.conf > of the Apache, it gives me the following error ?invalid command > ?PerlModule? perhaps misspelled or defined by a module not included > in the server configuration > That usually means you don't have mod_perl installed correctly within your apache configuration. > Please, Who can help me. > > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Tue Jul 3 12:30:10 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Jul 2007 18:30:10 +0200 Subject: [rt-users] Encrypt messages In-Reply-To: <4A0A57AB902FF9478570078691DCD99F51801E@srv-mail.inteco.local> References: <4A0A57AB902FF9478570078691DCD99F51801E@srv-mail.inteco.local> Message-ID: On Jun 20, 2007, at 2:47 PM, Ignacio Vazquez Alvarez wrote: > Hello, > > I know that Jesse is working in PGP integration, but I can't wait. > I've > found one RT_SiteConfig.pm file that contains: > > > # {{{ GnuPG > # A full description of the (somewhat extensive) GnuPG integration can > be found by > # running the command > # > # perldoc RT::Crypt::GnuPG (or perldoc lib/RT/Crypt/GnuPG.pm from > your > RT install directory). > > > Set( %GnuPG, > Enable => 1, > > # Set OutgoingMessagesFormat to 'inline' to use inline encryption and > # signatures instead of 'RFC' (GPG/MIME: RFC3156 and RFC1847) format. > OutgoingMessagesFormat => 'RFC', # Inline > ); > > > I have been looking for RT::Crypt::GnuPG in CPAN and it is not there, > but I've found GnuPG.pm in /opt/rt3/lib/RT/Interface/Email/Auth but I > don't know what to do with it... > This functionality (and module) is part of the latest RT 3.7 snapshots. We're aware of several issues with the code and actively working to improve it before we release RT 3.8. -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From matt.weller at evolving.com Wed Jul 4 03:07:14 2007 From: matt.weller at evolving.com (Matt Weller) Date: Wed, 04 Jul 2007 08:07:14 +0100 Subject: [rt-users] Assigning owner on reply Message-ID: <1183532834.12562.10.camel@wellerm.uk.evolving.com> Can anyone please help, I am new to RT and I am trying to work out if I can set the owner of a ticket to be someone who responds to a ticket. Current when a ticket is created a mail is sent to a team of people and it would be useful if as soon as someone updated the ticket is was assigned to that user. Thanks Matt This e-mail and any attachments may be confidential and/or legally privileged. 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URL: From kovar at netcerto.com Wed Jul 4 03:09:43 2007 From: kovar at netcerto.com (David Kovar) Date: Wed, 04 Jul 2007 00:09:43 -0700 Subject: [rt-users] RT3 under https - Ticket create button uses http and not https Message-ID: <468B47B7.8010202@netcerto.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Good evening, I just installed a new version of RT 3.6.3 from source on a new CentOS 5 system. I've set everything up so it runs under https rather than http. (conf.d/rt.conf included below). Configuration of the system and creation of users, groups, and queues worked correctly. I tried to create a new ticket and received the following error "Bad Request Your browser sent a request that this server could not understand. Reason: You're speaking plain HTTP to an SSL-enabled server port. Instead use the HTTPS scheme to access this URL, please. Hint: *https://rt.us.com/* - ------------------------------------------------------------------------ Apache/2.2.3 (CentOS) Server at rt.us.com Port 443" The Create button on the new ticket page is only button or link that I've used so far in setting up and using RT3 that didn't use SSL correctly. WebBaseURL is set to: Set($WebBaseURL , "https://rt.us.com:$WebPort"); though I tried it without the $WebPort as well. Any pointers or suggestions would be most welcome. - -David /etc/httpd/conf.d/rt.conf: ServerName rt.us.com SSLEngine on SSLCertificateFile /etc/pki/tls/certs/server.crt SSLCertificateKeyFile /etc/pki/tls/private/server.key # Rewrite added to try and fix http -> https problem without success RewriteEngine On RewriteCond %{SERVER_PORT} !^443$ RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [L,R] DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -----BEGIN PGP SIGNATURE----- Version: PGP Desktop 9.6.2 (Build 2014) Charset: ISO-8859-1 wj8DBQFGi0fJBB3D6kCa6qsRAu5MAKC6YOBtSSb1HGDG/QTg0+qmSmIVwgCgqUJW a9kr5UBlJYw64UcXq2qGbBY= =i7CG -----END PGP SIGNATURE----- From asips at nl.clara.net Wed Jul 4 05:17:35 2007 From: asips at nl.clara.net (Alain Sips) Date: Wed, 04 Jul 2007 11:17:35 +0200 Subject: [rt-users] Upgrade to 3.6.3 gives Problems if Queue has & character in name Message-ID: <468B65AF.3030800@nl.clara.net> Hello, I looked for previous posts regarding this problem, but couldn't seem to find any, so I'll try my luck here :-) I did an upgrade from 3.4.5 to 3.6.3. Everything seems to be working fine, except 1 queue. There is a queue called "Messina & RT", and if I click on this in the quicksearch table, it returns no results (in the quicksearch table it does say how many open, new and stalled tickets there are for this queue, so it can find the queue). If I now go to edit search, I get the following message: *Results* Error near ->Messina<- expecting a VALUE in 'Queue = 'Messina ' I'm lost Also in the search field it says: "Queue = 'Messina " (so at the ampersand it stops parsing). We never had a problem with this in the previous version, so I guess it is a bug? Is there something I can do about this? Thanks, Alain From micheal.gibson at gmail.com Wed Jul 4 12:39:26 2007 From: micheal.gibson at gmail.com (Mike Gibson) Date: Wed, 4 Jul 2007 12:39:26 -0400 Subject: [rt-users] Non Technical Question: FogBugz vs RT Message-ID: Internally I am trying to get my company to use RT as our Customer Support Ticketing system. There has been some pushback from management as we currently use FogBugz as our bug tracking system and they would prefer we stick to the same system for our support ticketing as well. I have tried to explain my opinion on the advantages and disadvantages of having these as seperate systems and the differences between the two applications however I would really appreciate some outside proof points that I can use in this battle as well. Any thoughts/opinions/experiences provided are greatly appreciated. Mike From jesse at bestpractical.com Wed Jul 4 07:16:31 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Jul 2007 13:16:31 +0200 Subject: [rt-users] Notification problem In-Reply-To: <4682DB86.9040106@lbl.gov> References: <4682DB86.9040106@lbl.gov> Message-ID: <3F649EAE-3221-4B08-9B01-3B6EA58EFEF1@bestpractical.com> On Jun 27, 2007, at 11:49 PM, Kenneth Crocker wrote: > To all, > > > I was under the assumption that any global scrip applied to all > queues, but that if one created a "queue only" scrip with the same > name, the global scrip would be ignored. Templates yes, Scrips, no. -j -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Wed Jul 4 08:24:25 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Jul 2007 14:24:25 +0200 Subject: [rt-users] Can't use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50, line 1662 In-Reply-To: <468A02D5.1040501@sun.com> References: <468A02D5.1040501@sun.com> Message-ID: This code has been refactored for 3.6.4. Can you tell me if it still happens with the RC of 3.6.4? (Which will become the release just as soon as I get settled at work again.) Jesse On Jul 3, 2007, at 10:03 AM, Richard Ellis wrote: > Hi Guys, > > I first emailed this one in in May. Full details of the errors etc > are on this archive: > http://www.gossamer-threads.com/lists/rt/users/65651?#65651 > An extract is below, but full details of our system etc are on that > thread. > > *System error* > > *error:* Can't use string ("") as a HASH ref while "strict refs" in > use at /opt/rt3/share/html/Elements/MyRT line 50, line 1662. > *context:* > *...* > *46:* > *47:* > *48:* ' );" in /Elements/CollectionAsTable/Row In pseudo-code what I think I need to wrap around this line (and similarly with the later line) is: If ($SearchResult->Owner ne $SearchResult->LastUpdatedBy) { $m->out('' ); } else { $m->out('' ); } But what I can't work out is the right syntax/code for "$SearchResult->Owner" and "$SearchResult->LastUpdatedBy" for the test. Does anyone have any tips for me? Thanks, BenR ****** Internet + Voice + Telephony + IT Services + Hardware/Software ****** February 2007 - Systems integration company TLC IT's product / services expansion is complete, with the introduction of Voice and Internet services rounding out their Juniper Elite Security Partnership, Avaya Telephony and traditional IT Infrastructure support services. "With the expansion of our business into Telephony and Security over the past 18 months, it made perfect sense to introduce Voice and Data services" stated Managing Director Alan Champan. "Clients want a single point of contact or more importantly a single point of responsibility when it comes to managing all these services, our client enjoy not only the benefits of dealing with one organisation, but also cost savings by combining all these services, both in management and direct product costs, it is a win / win situation." TLC IT is set to become one of the largest IT & T organisations in Australia, for further information on our services visit www.tlcit.biz or call 03 9922 0000 The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorised to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it, and any associated attachments, from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From i.d.norton at gmail.com Sat Jul 14 07:33:39 2007 From: i.d.norton at gmail.com (Ian Norton) Date: Sat, 14 Jul 2007 12:33:39 +0100 Subject: [rt-users] System-wide Default Refresh Rate In-Reply-To: <4695FD60.2080700@yahoo.com> References: <4695FD60.2080700@yahoo.com> Message-ID: Hi Mathew, > I'm trying to figure out how to change the default refresh rate for all pages > that utilize the refresh option. Under html/Elements is the Refresh file. This > provides the code I'm looking for as far as I can tell. However, I can't get it > to work. > Has anyone been able to come up with a solution for this? I use a patch on RT 3.4.5 taken from the LDAP overlay. Details here: http://www.lancs.ac.uk/~norton/dev/rt/notes.html#20050506__system_wide_configurable_default_refresh_periods Regards, Ian. From i.d.norton at gmail.com Sat Jul 14 07:43:24 2007 From: i.d.norton at gmail.com (Ian Norton) Date: Sat, 14 Jul 2007 12:43:24 +0100 Subject: [rt-users] On Correspond/Comment Notify Owner? In-Reply-To: <46968E30.3010009@genarts.com> References: <46968E30.3010009@genarts.com> Message-ID: Hi Gary, > Hi folks -- I'd like rt to notify the owner if correspondence or comments come > in, but not if the correspondence/comments are by the owner. Possible? Easy? > > Actually what I'd like is if *anything* changes in the ticket and the change > is by someone else, I'd like the owner to get notified. Do I need a scrip per > change type or is there one global condition? In your RT config there is a NotifyActor option. Disabling this (set to 0) will mean that the creator of the transaction is not notified of any change. This should be the default. Regards, Ian. From i.d.norton at gmail.com Sat Jul 14 07:48:09 2007 From: i.d.norton at gmail.com (Ian Norton) Date: Sat, 14 Jul 2007 12:48:09 +0100 Subject: [rt-users] ignore cc In-Reply-To: <4697D4E3.4020807@up-south.com> References: <4697D4E3.4020807@up-south.com> Message-ID: Hi, > i know its been asked before, but i cant find it > i want to ignore the cc lines for all incoming emails to rt ? > > anybody has pointers ? Check the ParseNewMessageForTicketCcs option in the configuration file. Regards, Ian From i.d.norton at gmail.com Sat Jul 14 07:58:06 2007 From: i.d.norton at gmail.com (Ian Norton) Date: Sat, 14 Jul 2007 12:58:06 +0100 Subject: [rt-users] RT 3.4.x and RT 3.6.x on same backend DB? In-Reply-To: <20070711163647.GF27590@it.is.rice.edu> References: <20070711163647.GF27590@it.is.rice.edu> Message-ID: Hi Ken, > In order to facilitate the testing, development and migration > from our current RT 3.4.5pre1 to the RT 3.6.4 release, I would > like to run both versions against the same database backend. > The additional attributes that are added to the database by the > etc/upgrade/3.5.1 script do not appear to conflict with anything > in the 3.4.5pre release. Assuming that the session table information > is still the same, it appears that both RT versions can be in use > simultaneously against the same database with no ill effects. Has > anyone tried this? Am I missing any possible problems? This has been discussed before I think. The changes between 3.4 and 3.6 are data inserts within the existing schema so there is no reason (other than the one previously given) to prevent you using different versions against the same database. I'm currently working on this myself. Regards, Ian. From torsten.brumm at googlemail.com Sat Jul 14 09:09:45 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sat, 14 Jul 2007 15:09:45 +0200 Subject: [rt-users] Creating a ticket via command line with multiple lines in the body. In-Reply-To: References: <20070713155925.D5C044D834E@diesel.bestpractical.com> Message-ID: Hi Don, yes you can have more than one line, but if you go to the second line you have to add a whitespace infront of this new line (and each following) Torsten 2007/7/13, Don Beethe : > > Is there a way to create a ticket using the cli and have multiple lines > in the body? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From tcarcelen at gmail.com Sat Jul 14 12:16:56 2007 From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=) Date: Sat, 14 Jul 2007 18:16:56 +0200 Subject: [rt-users] RT security Message-ID: <7123c5c40707140916n2c73d833g3fc491d880d8d07d@mail.gmail.com> Hi all, Does anyone known where can I get in deep information about security in RT, such as PGP and MIME Thanks a lot Teresa From theillien at yahoo.com Sat Jul 14 21:54:54 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 14 Jul 2007 21:54:54 -0400 Subject: [rt-users] System-wide Default Refresh Rate In-Reply-To: References: <4695FD60.2080700@yahoo.com> Message-ID: <46997E6E.8000806@yahoo.com> Ian Norton wrote: > Hi Mathew, > >> I'm trying to figure out how to change the default refresh rate for >> all pages >> that utilize the refresh option. Under html/Elements is the Refresh >> file. This >> provides the code I'm looking for as far as I can tell. However, I >> can't get it >> to work. > >> Has anyone been able to come up with a solution for this? > > I use a patch on RT 3.4.5 taken from the LDAP overlay. Details here: > > http://www.lancs.ac.uk/~norton/dev/rt/notes.html#20050506__system_wide_configurable_default_refresh_periods > > > Regards, Ian. > Sadly, this won't work for the 3.6 branch autohandler. :( HomeRefreshPeriod isn't found anywhere in it. Heck, I can't seem to find it anywhere using grep. I know it's there somewhere though. Keep up with me and what I'm up to: http://theillien.blogspot.com From Jacob at buschs.com Sun Jul 15 08:09:33 2007 From: Jacob at buschs.com (Jacob Helwig) Date: Sun, 15 Jul 2007 08:09:33 -0400 Subject: [rt-users] On Correspond/Comment Notify Owner? In-Reply-To: <469690E3.6020400@genarts.com> Message-ID: Gary, Nope. Nothing special to keep the person who did an action from getting the notifications. There should be something like the following in your RT_Config.pm, or RT_SiteConfig.pm. # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); This does actions for _any_ ticket. Not just ones you own. -- Jacob Helwig PC Technician Busch's Help Desk Desk: x35221 Direct: 734-214-8221 -----Original Message----- From: Gary Oberbrunner [mailto:garyo at genarts.com] Sent: Thursday, July 12, 2007 4:37 PM To: Jacob Helwig Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] On Correspond/Comment Notify Owner? Jacob Helwig wrote: > Gary, > > Since the ticket owner should already be notified of any > correspondence taken on the ticket, we added a scrip to handle comments. I just tried this, and it doesn't seem to work, at least in my RT. I sent an email from the requestor's email address with [rt #12] in the subject, and it got into ticket 12, but the owner never got an email, and rt didn't record an email as going out to them. Maybe that scrip got deleted somewhere. I'll put it in & see what happens. > On Comment Notify Owner as Comment with template Correspondence > > We set that as a global scrip, and it's worked beautifully for us. I'll try that one too; thanks! You didn't have to do anything to prevent getting emails about your own comments on tickets you own? -- Gary From i.d.norton at gmail.com Sun Jul 15 10:15:37 2007 From: i.d.norton at gmail.com (Ian Norton) Date: Sun, 15 Jul 2007 15:15:37 +0100 Subject: [rt-users] System-wide Default Refresh Rate In-Reply-To: <46997E6E.8000806@yahoo.com> References: <4695FD60.2080700@yahoo.com> <46997E6E.8000806@yahoo.com> Message-ID: Hi Mathew, > Sadly, this won't work for the 3.6 branch autohandler. :( HomeRefreshPeriod > isn't found anywhere in it. Heck, I can't seem to find it anywhere using grep. > I know it's there somewhere though. You did apply the patch, didn't you? By the looks of it, the patch fails against the 3.6.4 source I just untarred to check it against. Here's an updated version: --- html/autohandler 2007-04-24 18:21:42.000000000 +0100 +++ html/autohandler 2007-07-15 15:05:40.000000000 +0100 @@ -196,6 +196,8 @@ if ( defined $new_user_info->{$attribute} ); } $session{'CurrentUser'}->Load($user); + $session{'home_refresh_interval'} = $RT::HomeRefreshPeriod; + $session{'tickets_refresh_interval'} = $RT::TicketsRefreshPeriod; } else { @@ -243,6 +245,8 @@ if ( !$session{'CurrentUser'} && defined $user && defined $pass ) { $session{'CurrentUser'} = RT::CurrentUser->new(); $session{'CurrentUser'}->Load($user); + $session{'home_refresh_interval'} = $RT::HomeRefreshPeriod; + $session{'tickets_refresh_interval'} = $RT::TicketsRefreshPeriod; unless ( $session{'CurrentUser'}->id && $session{'CurrentUser'}->IsPassword($pass) ) The HomeRefreshPeriod variable won't appear in the source until the patch is applied. Regards, Ian. From Deepika.Bhatia at prosum.com Sun Jul 15 22:17:28 2007 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Sun, 15 Jul 2007 19:17:28 -0700 Subject: [rt-users] Combine multiple RT Instances Message-ID: I was wondering if someone has actually combined multiple instances of RT into one instance. Currently I have multiple instances in mysql and I would like to combine them into one instance on mySQL. My question is geared towards data conversion. Are there scripts which could help me do that? Has some one done it in the past? What kind of errors/problems did you encounter? Thanks! In advance for responding to this question. DB. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Sun Jul 15 23:02:50 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 16 Jul 2007 07:02:50 +0400 Subject: [rt-users] Combine multiple RT Instances In-Reply-To: References: Message-ID: <589c94400707152002w12ebc047mfc18267d0abdec1a@mail.gmail.com> On 7/16/07, Deepika Bhatia wrote: > > I was wondering if someone has actually combined multiple instances of RT > into one instance. Currently I have multiple instances in mysql and I would > like to combine them into one instance on mySQL. My question is geared > towards data conversion. Are there scripts which could help me do that? Has > some one done it in the past? What kind of errors/problems did you > encounter? There is no easy way to do this and as far as I know nobody contributed such utility. All I can suggest you in this case is sales at bestpractical.com, I'm sure we can implement it. > > Thanks! In advance for responding to this question. > > > > DB. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 andrew at etc.gen.nz Sun Jul 15 23:20:44 2007 From: andrew at etc.gen.nz (Andrew Ruthven) Date: Mon, 16 Jul 2007 15:20:44 +1200 Subject: [rt-users] RT security In-Reply-To: <7123c5c40707140916n2c73d833g3fc491d880d8d07d@mail.gmail.com> References: <7123c5c40707140916n2c73d833g3fc491d880d8d07d@mail.gmail.com> Message-ID: <1184556044.1575.28.camel@dirk.catalyst.net.nz> Hi Teresa, On Sat, 2007-07-14 at 18:16 +0200, Teresa Carcel?n Fern?ndez wrote: > Hi all, > Does anyone known where can I get in deep information about security > in RT, such as PGP and MIME Only a few days ago Jesse posted an announcement for RT-SimpleGPGVerify which might be of interest. Cheers! -- Andrew Ruthven, Wellington, New Zealand At home: andrew at etc.gen.nz | This space intentionally | left blank. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From thomas.hecker at ffpr.de Mon Jul 16 08:04:17 2007 From: thomas.hecker at ffpr.de (Thomas Hecker) Date: Mon, 16 Jul 2007 14:04:17 +0200 Subject: [rt-users] Scrip needed that automaticaly closes tickets with a special subject In-Reply-To: <6.2.1.2.2.20070712104226.02458888@mail.sdsu.edu> Message-ID: Hi all, ok so far, i got this scrip to work! Thanks everybody who helped. The last question is, how can i change the scrip to avoid sending a "your ticket has been closed" email? Best regards Thomas Am 12.07.2007 19:50 Uhr schrieb "Gene LeDuc" unter : > Hi Forrest, > > At 05:50 AM 7/12/2007, Forrest Blount wrote: >> I think you're going wrong in your custom condition. The Transactions >> table doesn't have a subject field... >> I think what you want is more like: >> return($self->TransactionObj->Field eq "Subject" && >> $self->TransactionObj->NewValue eq "HMPF"); > > The Transaction table of the database does not have a Subject field, but > $self->TransactionObj->Subject() is a method that returns the subject from > the transaction. The conditions I gave in my original post will work if > the typos that were added are removed. > >> Thomas Hecker wrote: >>> But it still does not work. Here is what i did: >>> >>> Custom condition: >>> my $Transaction = $self->TransactionObj; >>> return $Transaction->$Transaction->Subject ='HMPF'; > > Typo here. Should be: > return $Transaction->Type eq 'Correspond' && $Transaction->Subject =~ /HMPF/; > > Regards, > Gene > > From ramsrigroups at yahoo.com Mon Jul 16 08:40:06 2007 From: ramsrigroups at yahoo.com (Sridhar Adabala) Date: Mon, 16 Jul 2007 05:40:06 -0700 (PDT) Subject: [rt-users] How to configure for multiple domains. Message-ID: <169965.11273.qm@web63512.mail.re1.yahoo.com> Hi All, I would like to know how to configure RT for different domains. For example I need to configure RT for both eurocallingcards.com and vedatelecom.com. I have given RT name as Eurocallingcards. I created different queues as eurocallingcards and vedatelecom and able to manage to get the emails for them. And when creating new ticket for vedatelecom the auto reply emails which are going with subject [Eurocallingcards # {ticket no}] subject for vedatelecom also. I would like to change the subject as [Vedatelecom #{ticket No}]. I had created new template and scrips for vedatelecom queue and able to manage the correspondence address. But unable to change the subject. Please if anyone can help in this kindly update me. Thanks and regards, Sridhar Adabala. --------------------------------- Park yourself in front of a world of choices in alternative vehicles. Visit the Yahoo! Auto Green Center. -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Mon Jul 16 11:06:36 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 16 Jul 2007 11:06:36 -0400 Subject: [rt-users] How to configure for multiple domains. In-Reply-To: <169965.11273.qm@web63512.mail.re1.yahoo.com> References: <169965.11273.qm@web63512.mail.re1.yahoo.com> Message-ID: <5CC003B8-9043-477B-A58C-171301F5AD2B@bestpractical.com> On Jul 16, 2007, at 8:40 AM, Sridhar Adabala wrote: > I created different queues as eurocallingcards and vedatelecom and > able to manage to get the emails for them. And when creating new > ticket for vedatelecom the auto reply emails which are going with > subject [Eurocallingcards # {ticket no}] subject for vedatelecom > also. I would like to change the subject as [Vedatelecom #{ticket > No}]. I had created new template and scrips for vedatelecom queue > and able to manage the correspondence address. > > But unable to change the subject. Please if anyone can help in this > kindly update me. The branded queues extension should do what you want http://search.cpan.org/dist/RT-Extension-BrandedQueues/ -kevin From marchenko at gmail.com Mon Jul 16 11:42:20 2007 From: marchenko at gmail.com (Vlad) Date: Mon, 16 Jul 2007 10:42:20 -0500 Subject: [rt-users] Issues with TimeZone after upgrading to 3.6.4 Message-ID: Hi, after upgrading to the latest RT, apache server started to work in GMT (before was CST) - that affected all the logging, other scripts, etc... I tried to use a different settings for $RT::Timezone as well as commenting out $ENV{'TZ'} = $RT::Timezone if ($RT::Timezone); from RT.pm all together, but it didn't help. Anyone has ideas? As soon as I remove RT from apache configs - it all gets back to normal. -- Vlad From gleduc at mail.sdsu.edu Mon Jul 16 11:42:53 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 16 Jul 2007 08:42:53 -0700 Subject: [rt-users] Scrip needed that automaticaly closes tickets with a special subject In-Reply-To: References: <6.2.1.2.2.20070712104226.02458888@mail.sdsu.edu> Message-ID: <6.2.1.2.2.20070716083507.024b4ea8@mail.sdsu.edu> Hi Thomas, Glad to hear your system is working the way you want. Here are 2 ways to avoid the "your ticket has been resolved" notification. Each affects a different group of tickets. 1. This will turn it off for every resolved ticket in that queue: Create a new "On Resolve" scrip in the queue (use the same name as the Global scrip) and set the action to User Defined. Then for the first action box in the scrip, just put return 0; The scrip will trigger when a ticket gets resolved, but no action will ever be taken. 2. This will affect just the tickets that are resolved by this particular scrip: Replace the "$Ticket->SetStatus('resolved');" line in your scrip with $Ticket->_Set(Field => 'Status', Value => 'resolved', RecordTransaction => 0); This will prevent a transaction from being created when you change the status to 'resolved'. No transaction, no notification. Regards, Gene At 05:04 AM 7/16/2007, Thomas Hecker wrote: >Hi all, > >ok so far, i got this scrip to work! Thanks everybody who helped. > >The last question is, how can i change the scrip to avoid sending a "your >ticket has been closed" email? > >Best regards Thomas > > >Am 12.07.2007 19:50 Uhr schrieb "Gene LeDuc" unter : > > > Hi Forrest, > > > > At 05:50 AM 7/12/2007, Forrest Blount wrote: > >> I think you're going wrong in your custom condition. The Transactions > >> table doesn't have a subject field... > >> I think what you want is more like: > >> return($self->TransactionObj->Field eq "Subject" && > >> $self->TransactionObj->NewValue eq "HMPF"); > > > > The Transaction table of the database does not have a Subject field, but > > $self->TransactionObj->Subject() is a method that returns the subject from > > the transaction. The conditions I gave in my original post will work if > > the typos that were added are removed. > > > >> Thomas Hecker wrote: > >>> But it still does not work. Here is what i did: > >>> > >>> Custom condition: > >>> my $Transaction = $self->TransactionObj; > >>> return $Transaction->$Transaction->Subject ='HMPF'; > > > > Typo here. Should be: > > return $Transaction->Type eq 'Correspond' && $Transaction->Subject =~ > /HMPF/; > > > > Regards, > > Gene > > > > > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From Calvin.Sawyer at artsalliancemedia.com Mon Jul 16 12:16:24 2007 From: Calvin.Sawyer at artsalliancemedia.com (Calvin Sawyer) Date: Mon, 16 Jul 2007 17:16:24 +0100 Subject: [rt-users] config to drop one specific requestor domain from responses Message-ID: <49A0DBD9577C0A4096A969872C94980A022C5A70@aam-ex-1.aam.local> We're taking email from a call centre into queues but want to prevent RT from autoresponding to requestors @ the call centre's domain. I've been all over Google and have tried using mailertables but this results in no email being issued at all. The queues' (auto)response will contain cc:'s for registered watchers, so they need to see the autoreponse in order to reply, just minus requestor at domain. Has anyone any idea at all re how to set this up? I'm quite inexperienced with sendmail and procmail so something as near as possible to directly usable would be greatly sppreciated. tia - c sawyer From i.d.norton at gmail.com Mon Jul 16 12:59:58 2007 From: i.d.norton at gmail.com (Ian Norton) Date: Mon, 16 Jul 2007 17:59:58 +0100 Subject: [rt-users] config to drop one specific requestor domain from responses In-Reply-To: <49A0DBD9577C0A4096A969872C94980A022C5A70@aam-ex-1.aam.local> References: <49A0DBD9577C0A4096A969872C94980A022C5A70@aam-ex-1.aam.local> Message-ID: Hi Calvin, > We're taking email from a call centre into queues but want to prevent RT > from autoresponding to requestors @ the call centre's domain. I've been > all over Google and have tried using mailertables but this results in no > email being issued at all. The queues' (auto)response will contain > cc:'s for registered watchers, so they need to see the autoreponse in > order to reply, just minus requestor at domain. Has anyone any idea at all > re how to set this up? I'm quite inexperienced with sendmail and > procmail so something as near as possible to directly usable would be > greatly sppreciated. If you are purely trying to prevent the auto reply going back then you simply need to modify the AutoReply scrip to use a custom condition rather than the default. I use a custom condition similar to the following: # Addresses we don't want to auto replies to. my @addresses = ('requestors at domain.com'); if($self->TransactionObj->Type eq "Create") { # Check to see if this address is exempt foreach my $a (@addresses) { if(lc($self->TicketObj->RequestorAddresses) eq $a) { return 0; } } return 1; } return 0; Might be worth tweaking it to be a regexp compare, then you can put more interesting things in @addresses such as the whole domain or indeed whatever takes your fancy. I have two scrips rather than the default one to ensure that Ccs get the autoreply too: On CustomCondition Notify Ccs with template Autoreply On CustomCondition Autoreply To Requestors with template Autoreply Hope this helps, or points you in the right direction. Regards, Ian. From Deepika.Bhatia at prosum.com Mon Jul 16 13:07:02 2007 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Mon, 16 Jul 2007 10:07:02 -0700 Subject: [rt-users] RT on Windows. Message-ID: Is anyone using RT on Windows provided by netVigilance? If yes, are you 1. Using this in a production environment? 2. How stable is the system? 3. Any drawbacks? 4. Would you recommend or not recommend, if not why? 5. Did you go through a complete conversion to move existing system to Windows? Thanks! ~~~~~~~~~~~~~~~~~~~~~~~ Deepika Bhatia Sr. Manager Prosum Technology Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Jul 16 13:49:43 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 16 Jul 2007 13:49:43 -0400 Subject: [rt-users] Problem installing RTFM 2.2.0RC5 In-Reply-To: <20070713090108.I32434@malcolm.berkeley.edu> References: <20070712135747.H5649@malcolm.berkeley.edu> <20070713090108.I32434@malcolm.berkeley.edu> Message-ID: <933ED304-307A-4A2A-8AE1-9D3F03519DA2@bestpractical.com> On Jul 13, 2007, at 5:22 PM, Mike Friedman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On Thu, 12 Jul 2007 at 14:15 (-0700), Mike Friedman wrote: > > It turns out that the Makefile generated by Makefile.PL didn't > include my ../local/lib in the 'initdb' target definition. So, I > edited the Makefile manually (which I know you're not supposed to > do, but I can't figure out how to correct Makefile.PL), to insert > Out of curiosity, why do you need your local lib dir included for RTIR's initialization script? Best, Jesse > -I"/users/ist-rt/RT/rt/ist-rt/local/lib" > > before > > -I"/users/ist-rt/RT/rt/ist-rt/lib" > > in the Makefile 'initdb' target. > > After I did this, 'make initdb' worked correctly. > > Why didn't the Makefile get generated correctly? Looking at > Makefile.PL > isn't very revealing by itself. > > Mike > > ______________________________________________________________________ > ___ > Mike Friedman Information Services & Technology > mikef at ack.Berkeley.EDU 2484 Shattuck Avenue > 1-510-642-1410 University of California at > Berkeley > http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu > ______________________________________________________________________ > ___ > > -----BEGIN PGP SIGNATURE----- > Version: PGP 6.5.8 > > iQA/AwUBRpftMq0bf1iNr4mCEQKVvgCg0tG6wDTsfhRFZRbA5ZBPMQiJQI0AoIR1 > 0XeQZ8eJAfypQ7MveAPDwGNH > =8Bik > -----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 > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From ruslan.zakirov at gmail.com Mon Jul 16 14:51:53 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 16 Jul 2007 22:51:53 +0400 Subject: [rt-users] Re: RTx:: Shredder In-Reply-To: References: Message-ID: <589c94400707161151x38e6b8d0w38363b88340ca8d@mail.gmail.com> On 7/16/07, William Funk wrote: > > Hello, > > First off I would like to apologize for emailing you on such a trivial > matter that it probably documented somewhere but I just couldn't find it. To avoid apologizing send questions to rt-users@ list and Cc me. > > > When I run RTx Shredder it only deletes 3 or 4 tickets. Then stops cleanly > at least as far as I can tell. Below is the command I run. Upon doing a DB > search via RT I have over 35k Resolved tickets that I want to remove. All shredder's plugins have limit argument and by default value is 10, but using large values is not recommended due to memory footprint. You can use external shell loop instead. > > > > rtx --force --plugin 'Tickets=queue,noc;status,resolved' > > > > I am running .06 with rt 3.6.4 on mysql 5.0.42 > > > > > > William Funk > > wfunk at semaphore.com > > > > -- Best regards, Ruslan. From sunlist at yahoo.com Mon Jul 16 16:27:07 2007 From: sunlist at yahoo.com (mailing list) Date: Mon, 16 Jul 2007 13:27:07 -0700 (PDT) Subject: [rt-users] FastCGI issues? Message-ID: <175150.43583.qm@web63801.mail.re1.yahoo.com> I've searched the Net and list and found the following post, http://lists.fsck.com/pipermail/rt-users/2003-February/012315.html. However, there was no resolution to the post. I've looked at apache2 and fastcgi configuration, and both seems to be configure correctly. The line "AddHandler fastcgi-script fcgi" is present in httpd.conf file. Any ideas where I might need to investigate further? Thank you. [Fri Jul 13 14:28:29 2007] [error] [client 192.168.1.2] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (300 sec), referer: https://rt.abc.com/Ticket/Create.html?Queue=5 [Fri Jul 13 14:28:29 2007] [error] [client 192.168.1.2] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi", referer: https://rt.abc.com/Ticket/Create.html?Queue=5 Below is more information from RT configuration/tool menu. Solaris 10, RT 3.6.3 Loaded perl modules Perl v5.8.4 under solaris Apache::Session v1.82; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; AutoLoader v5.60; base v2.05; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.02; CGI v3.29; CGI::Cookie v1.28; CGI::Fast v1.07; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.06; Class::ReturnValue v0.53; Clone v0.23; constant v1.04; Convert::ASN1 v0.21; Cwd v3.24; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v4.004; DBI v1.56; DBIx::SearchBuilder v1.48; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.15; Devel::StackTraceFrame v0.6; Devel::Symdump v2.07; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v1.99_01; Encode::Alias v1.38; Encode::Config v1.07; Encode::Encoding v1.33; Encode::Guess v1.09; Encode::Unicode v1.40; 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 v2.72; File::Glob v1.02; File::Path v1.06; File::Spec v3.24; File::Spec::Unix v1.5; File::Temp v0.18; FileHandle v2.01; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.35; 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 v3.10; HTML::TreeBuilder v3.23; HTTP::Date v1.47; I18N::LangTags v0.29; 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::Select v1.16; IO::Socket v1.28; IO::Socket::INET v1.27; IO::Socket::UNIX v1.21; 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 v1.08; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.62; Locale::Maketext::Lexicon::Gettext v0.15; Log::Dispatch v2.18; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.77; Mail::Field v1.77; Mail::Field::AddrList v1.77; Mail::Field::Date v1.77; Mail::Header v1.77; Mail::Internet v1.77; MIME::Base64 v3.01; 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 v3.01; MIME::Tools v5.420; MIME::Words v5.420; Module::Versions::Report v1.02; Net::LDAP v0.34; Net::LDAP::ASN v0.04; Net::LDAP::Bind v1.02; Net::LDAP::Constant v0.04; Net::LDAP::Entry v0.23; Net::LDAP::Filter v0.15; Net::LDAP::Message v1.09; Net::LDAP::Search v0.11; Net::LDAP::Util v0.11; overload v1.01; Params::Validate v0.88; 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 v2.12; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.05; Text::Template v1.44; Text::Wrapper v1.01; Tie::Hash v1.01; Time::HiRes v1.59; Time::JulianDay v2003.1125; Time::Local v1.07; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; Tree::Simple v1.17; UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.35; URI::Escape v3.28; utf8 v1.03; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; ____________________________________________________________________________________ Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/ From asheesh at asheesh.org Mon Jul 16 16:32:05 2007 From: asheesh at asheesh.org (Asheesh Laroia) Date: Mon, 16 Jul 2007 13:32:05 -0700 (PDT) Subject: [rt-users] FastCGI issues? In-Reply-To: <175150.43583.qm@web63801.mail.re1.yahoo.com> References: <175150.43583.qm@web63801.mail.re1.yahoo.com> Message-ID: On Mon, 16 Jul 2007, mailing list wrote: > I've searched the Net and list and found the following post, > http://lists.fsck.com/pipermail/rt-users/2003-February/012315.html. > However, there was no resolution to the post. I've looked at apache2 > and fastcgi configuration, and both seems to be configure correctly. > The line "AddHandler fastcgi-script fcgi" is present in httpd.conf file. > Any ideas where I might need to investigate further? Thank you. I've had bad luck with Apache's FastCGI and good luck with the Chinese fcgid ; Debian packages are at http://packages.debian.org/stable/net/libapache2-mod-fcgid and the project's web site in general is at http://packages.debian.org/stable/net/libapache2-mod-fcgid . Hope this helps! -- Asheesh. -- "The National Association of Theater Concessionaires reported that in 1986, 60% of all candy sold in movie theaters was sold to Roger Ebert." -- D. Letterman From jmoseley at corp.xanadoo.com Mon Jul 16 16:38:28 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Mon, 16 Jul 2007 15:38:28 -0500 Subject: [rt-users] FastCGI issues? In-Reply-To: <175150.43583.qm@web63801.mail.re1.yahoo.com> Message-ID: What's your complete apache RT config? Not the whole httpd.conf file, just the stuff relative to RT. James Moseley mailing list To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] FastCGI issues? 07/16/2007 03:27 PM I've searched the Net and list and found the following post, http://lists.fsck.com/pipermail/rt-users/2003-February/012315.html. However, there was no resolution to the post. I've looked at apache2 and fastcgi configuration, and both seems to be configure correctly. The line "AddHandler fastcgi-script fcgi" is present in httpd.conf file. Any ideas where I might need to investigate further? Thank you. [Fri Jul 13 14:28:29 2007] [error] [client 192.168.1.2] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (300 sec), referer: https://rt.abc.com/Ticket/Create.html?Queue=5 [Fri Jul 13 14:28:29 2007] [error] [client 192.168.1.2] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi", referer: https://rt.abc.com/Ticket/Create.html?Queue=5 Below is more information from RT configuration/tool menu. Solaris 10, RT 3.6.3 Loaded perl modules Perl v5.8.4 under solaris Apache::Session v1.82; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; AutoLoader v5.60; base v2.05; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.02; CGI v3.29; CGI::Cookie v1.28; CGI::Fast v1.07; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.06; Class::ReturnValue v0.53; Clone v0.23; constant v1.04; Convert::ASN1 v0.21; Cwd v3.24; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v4.004; DBI v1.56; DBIx::SearchBuilder v1.48; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.15; Devel::StackTraceFrame v0.6; Devel::Symdump v2.07; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v1.99_01; Encode::Alias v1.38; Encode::Config v1.07; Encode::Encoding v1.33; Encode::Guess v1.09; Encode::Unicode v1.40; 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 v2.72; File::Glob v1.02; File::Path v1.06; File::Spec v3.24; File::Spec::Unix v1.5; File::Temp v0.18; FileHandle v2.01; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.35; 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 v3.10; HTML::TreeBuilder v3.23; HTTP::Date v1.47; I18N::LangTags v0.29; 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::Select v1.16; IO::Socket v1.28; IO::Socket::INET v1.27; IO::Socket::UNIX v1.21; 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 v1.08; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.62; Locale::Maketext::Lexicon::Gettext v0.15; Log::Dispatch v2.18; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.77; Mail::Field v1.77; Mail::Field::AddrList v1.77; Mail::Field::Date v1.77; Mail::Header v1.77; Mail::Internet v1.77; MIME::Base64 v3.01; 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 v3.01; MIME::Tools v5.420; MIME::Words v5.420; Module::Versions::Report v1.02; Net::LDAP v0.34; Net::LDAP::ASN v0.04; Net::LDAP::Bind v1.02; Net::LDAP::Constant v0.04; Net::LDAP::Entry v0.23; Net::LDAP::Filter v0.15; Net::LDAP::Message v1.09; Net::LDAP::Search v0.11; Net::LDAP::Util v0.11; overload v1.01; Params::Validate v0.88; 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 v2.12; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.05; Text::Template v1.44; Text::Wrapper v1.01; Tie::Hash v1.01; Time::HiRes v1.59; Time::JulianDay v2003.1125; Time::Local v1.07; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; Tree::Simple v1.17; UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.35; URI::Escape v3.28; utf8 v1.03; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; ____________________________________________________________________________________ Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From sunlist at yahoo.com Mon Jul 16 17:17:03 2007 From: sunlist at yahoo.com (mailing list) Date: Mon, 16 Jul 2007 14:17:03 -0700 (PDT) Subject: [rt-users] FastCGI issues? In-Reply-To: Message-ID: <586147.48514.qm@web63811.mail.re1.yahoo.com> --- jmoseley at corp.xanadoo.com wrote: > What's your complete apache RT config? Not the whole httpd.conf file, just > the stuff relative to RT. Portion of the httpd.conf points to rt.conf file. # more httpd.conf # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp # Number of processes is tunable, but you need at least 3 or 4 FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 10 # FastCGI stuff for RT (can't be in a virtual host section) Include "/usr/local/apache2/conf/rt.conf" # more rt.conf RewriteEngine on RewriteCond %{HTTPS} off #RewriteRule ^/(.*) https://rt.abc.com/admin/$1 [R] RewriteRule ^/(.*) https://rt.abc.com/$1 [R] ServerAdmin admin at abc.com DocumentRoot /opt/rt3/share/html ServerName rt.abc.com ServerAlias rt ErrorLog logs/rt-error_log CustomLog logs/rt-access_log common SSLEngine on SSLCertificateFile /usr/local/apache2/conf/sslcert/rt.cert SSLCertificateKeyFile /usr/local/apache2/conf/sslcert/rt.key SSLVerifyClient none SSLVerifyDepth 10 ServerAdmin admin at abc.com DocumentRoot /opt/rt3/share/html ServerName rt.abc.com ServerAlias rt ErrorLog logs/rt-error_log CustomLog logs/rt-access_log common # this block is for RT running with fastcgi AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ ____________________________________________________________________________________ Boardwalk for $500? In 2007? Ha! Play Monopoly Here and Now (it's updated for today's economy) at Yahoo! Games. http://get.games.yahoo.com/proddesc?gamekey=monopolyherenow From jmoseley at corp.xanadoo.com Mon Jul 16 17:34:55 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Mon, 16 Jul 2007 16:34:55 -0500 Subject: [rt-users] FastCGI issues? In-Reply-To: <533570.73156.qm@web63815.mail.re1.yahoo.com> Message-ID: A couple of things. I assume you have this somewhere in your apache configs: LoadModule fastcgi_module modules/mod_fastcgi.so Apache probably wouldn't start up without loading this module in your configuration, but... Also, what are the following values in RT_SiteConfig.pm? Set($WebPath) Set($WebBaseURL) In your configuration, I would assume the following: Set($WebPath , "/"); Set($WebBaseURL , "https://rt.abc.com"); James Moseley mailing list To jmoseley at corp.xanadoo.com 07/16/2007 04:14 cc PM Subject Re: [rt-users] FastCGI issues? --- jmoseley at corp.xanadoo.com wrote: > What's your complete apache RT config? Not the whole httpd.conf file, just > the stuff relative to RT. Portion of the httpd.conf points to rt.conf file. # more httpd.conf # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp # Number of processes is tunable, but you need at least 3 or 4 FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 10 # FastCGI stuff for RT (can't be in a virtual host section) Include "/usr/local/apache2/conf/rt.conf" # more rt.conf RewriteEngine on RewriteCond %{HTTPS} off #RewriteRule ^/(.*) https://rt.abc.com/admin/$1 [R] RewriteRule ^/(.*) https://rt.abc.com/$1 [R] ServerAdmin admin at abc.com DocumentRoot /opt/rt3/share/html ServerName rt.abc.com ServerAlias rt ErrorLog logs/rt-error_log CustomLog logs/rt-access_log common SSLEngine on SSLCertificateFile /usr/local/apache2/conf/sslcert/rt.cert SSLCertificateKeyFile /usr/local/apache2/conf/sslcert/rt.key SSLVerifyClient none SSLVerifyDepth 10 ServerAdmin admin at abc.com DocumentRoot /opt/rt3/share/html ServerName rt.abc.com ServerAlias rt ErrorLog logs/rt-error_log CustomLog logs/rt-access_log common # this block is for RT running with fastcgi AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ ____________________________________________________________________________________Ready for the edge of your seat? Check out tonight's top picks on Yahoo! TV. http://tv.yahoo.com/ ____________________________________________________________________________________Ready for the edge of your seat? Check out tonight's top picks on Yahoo! TV. http://tv.yahoo.com/ From sunlist at yahoo.com Mon Jul 16 17:51:08 2007 From: sunlist at yahoo.com (mailing list) Date: Mon, 16 Jul 2007 14:51:08 -0700 (PDT) Subject: [rt-users] FastCGI issues? In-Reply-To: Message-ID: <755749.9764.qm@web63805.mail.re1.yahoo.com> --- jmoseley at corp.xanadoo.com wrote: > A couple of things. I assume you have this somewhere in your apache > configs: > > LoadModule fastcgi_module modules/mod_fastcgi.so > > Apache probably wouldn't start up without loading this module in your > configuration, but... Yes, I have the above line. > Also, what are the following values in RT_SiteConfig.pm? > > Set($WebPath) > Set($WebBaseURL) > > In your configuration, I would assume the following: > > Set($WebPath , "/"); > Set($WebBaseURL , "https://rt.abc.com"); No $WebPath is set. The below is for WebBaseURL. # $WebBaseURL doesn't need a trailing / Set($WebPort , 443); Set($WebBaseURL , "https://rt.abc.com:$WebPort"); Do I need the WebPath? maybe this is the culprit? Can it be added anywhere or before WebBaseURL? ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC From jmoseley at corp.xanadoo.com Mon Jul 16 18:37:09 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Mon, 16 Jul 2007 17:37:09 -0500 Subject: [rt-users] FastCGI issues? In-Reply-To: <755749.9764.qm@web63805.mail.re1.yahoo.com> Message-ID: Change your SiteConfig to: Set($WebBaseURL , "https://rt.abc.com"); Set($WebImagesURL , "/NoAuth/images/"); Drop all the webport stuff - you don't need it. In your rt.conf file, add: Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ Or possibly just: Alias NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ The difference is how RT has relative paths setup in all the Perl code... I am not sure. Lastly, change DocumentRoot in rt.conf to: /opt/rt3 If that doesn't work, I'd suggest backing out of making RT the root of your virtual server and just make it a subdirectory and see if you can get it going that way: Set($WebPath , "/rt"); Set($WebBaseURL , "https://rt.abc.com"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); In rt.conf Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ DocumentRoot /opt/rt3 Your RT URL would then be: https://rt.abc.com/rt/ (don't forget the trailing slash) If the latter setup works, you are just going to have to play around with your Apache virtual directory setup until you get it working correctly. James Moseley mailing list To jmoseley at corp.xanadoo.com, 07/16/2007 04:51 rt-users at lists.bestpractical.com PM cc Subject Re: [rt-users] FastCGI issues? --- jmoseley at corp.xanadoo.com wrote: > A couple of things. I assume you have this somewhere in your apache > configs: > > LoadModule fastcgi_module modules/mod_fastcgi.so > > Apache probably wouldn't start up without loading this module in your > configuration, but... Yes, I have the above line. > Also, what are the following values in RT_SiteConfig.pm? > > Set($WebPath) > Set($WebBaseURL) > > In your configuration, I would assume the following: > > Set($WebPath , "/"); > Set($WebBaseURL , "https://rt.abc.com"); No $WebPath is set. The below is for WebBaseURL. # $WebBaseURL doesn't need a trailing / Set($WebPort , 443); Set($WebBaseURL , "https://rt.abc.com:$WebPort"); Do I need the WebPath? maybe this is the culprit? Can it be added anywhere or before WebBaseURL? ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC From joliver at john-oliver.net Mon Jul 16 20:14:59 2007 From: joliver at john-oliver.net (John Oliver) Date: Mon, 16 Jul 2007 17:14:59 -0700 Subject: [rt-users] Configuring Apache for RT Message-ID: <20070717001459.GA6486@ns.sdsitehosting.net> System is Fedora Core 7 [root at rt3 ~]# rpm -q httpd httpd-2.2.4-4.1.fc7 [root at rt3 ~]# rpm -q rt3 rt3-3.6.3-1.fc7 I'm getting the message about needing to configure the web server for mod_perl, FastCGI, or SpeedyCGI The Fedora wiki skips right over this part. In the source wiki, http://wiki.bestpractical.com/view/FastCGIConfiguration talks about it a bit, but I just cannot figure out what I need to do to translate those instructions... they obviously assume that you're using source and some defaults that uses, but with Fedora, things are just different. I tried working with: # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp # Number of processes is tunable, but you need at least 3 or 4 FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 ServerName rt.example.com DocumentRoot /opt/rt3/share/html ErrorLog /var/logs/apache2/logs/rt.example.com_error CustomLog /var/logs/apache2/logs/rt.example.com-access_log common AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ But that makes httpd fail to start with nothing echoed to /var/log/httpd/error_log so I'm stuck. What needs to be done to get RT working under FC7? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From jmoseley at corp.xanadoo.com Mon Jul 16 20:51:20 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Mon, 16 Jul 2007 19:51:20 -0500 Subject: [rt-users] Configuring Apache for RT In-Reply-To: <20070717001459.GA6486@ns.sdsitehosting.net> Message-ID: First, you probably didn't install mod_perl or any flavor of FastCGI. To install FastCGI in Fedora: yum install mod_fcgid Next, you can't just include that virtual host config verbatim - it isn't going to work - you have to modify it for your system. That code assumes you are using Apache's FastCGI module, for one... Instead, create an rt.conf file in /etc/httpd/conf.d. Put the following in it: LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi & .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing AddHandler fcgid-script fcg fcgi fpl # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ This assumes the Fedora RT RPM was installed in /opt/rt3 And if you are going to use a database backend to store all your tickets (which you should be doing), you are going to have to install a database server (mysql, for example), create an RT database called rt3, assign a username/password to it (use rt_user for the user), etc. Then follow the documentation to create the RT tables and schema in said database. Once that's done, you need to customize your /opt/rt3/etc/RT_SiteConfig.pm. It should look something like: Set($DatabasePassword , ''); Set($DatabasePort , '3306'); Set($Organization , ""); Set($rtname, ''); Set($Timezone , 'US/Central'); Set($WebPath , "/rt"); Set($WebBaseURL , "http://"); Set($WebImagesURL , $WebPath . "/NoAuth/images/"); 1; This would give an RT URL of: http:///rt/ The above config assumes the 'rt3' is the database name and 'rt_user' is the user with permissions to the database. /opt/rt3/etc/RT_Config.pm contains all the default settings. Settings in /opt/rt3/etc/RT_Siteconfig.pm override the default settings. That should get you going. There is a lot more to RT than this - including setting up the mailgate as well as adding queues, users, scripts, etc, via the web-based RT interface. BTW, it's possible the Fedora RT RPM installs mysql, creates a database, etc - but I would seriously doubt it. I have never installed RT via RPM - only from source. James Moseley John Oliver To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Configuring Apache for RT 07/16/2007 07:14 PM System is Fedora Core 7 [root at rt3 ~]# rpm -q httpd httpd-2.2.4-4.1.fc7 [root at rt3 ~]# rpm -q rt3 rt3-3.6.3-1.fc7 I'm getting the message about needing to configure the web server for mod_perl, FastCGI, or SpeedyCGI The Fedora wiki skips right over this part. In the source wiki, http://wiki.bestpractical.com/view/FastCGIConfiguration talks about it a bit, but I just cannot figure out what I need to do to translate those instructions... they obviously assume that you're using source and some defaults that uses, but with Fedora, things are just different. I tried working with: # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp # Number of processes is tunable, but you need at least 3 or 4 FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 ServerName rt.example.com DocumentRoot /opt/rt3/share/html ErrorLog /var/logs/apache2/logs/rt.example.com_error CustomLog /var/logs/apache2/logs/rt.example.com-access_log common AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ But that makes httpd fail to start with nothing echoed to /var/log/httpd/error_log so I'm stuck. What needs to be done to get RT working under FC7? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From theillien at yahoo.com Mon Jul 16 23:18:18 2007 From: theillien at yahoo.com (Mathew) Date: Mon, 16 Jul 2007 23:18:18 -0400 Subject: [rt-users] Configuring Apache for RT In-Reply-To: <20070717001459.GA6486@ns.sdsitehosting.net> References: <20070717001459.GA6486@ns.sdsitehosting.net> Message-ID: <469C34FA.4020302@yahoo.com> John Oliver wrote: > System is Fedora Core 7 > > [root at rt3 ~]# rpm -q httpd > httpd-2.2.4-4.1.fc7 > [root at rt3 ~]# rpm -q rt3 > rt3-3.6.3-1.fc7 > > I'm getting the message about needing to configure the web server for > mod_perl, FastCGI, or SpeedyCGI The Fedora wiki skips right over this > part. In the source wiki, > http://wiki.bestpractical.com/view/FastCGIConfiguration talks about it a > bit, but I just cannot figure out what I need to do to translate those > instructions... they obviously assume that you're using source and some > defaults that uses, but with Fedora, things are just different. I tried > working with: > > # Tell FastCGI to put its temporary files somewhere sane. > FastCgiIpcDir /tmp > > # Number of processes is tunable, but you need at least 3 or 4 > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > -processes 4 > > > > ServerName rt.example.com > DocumentRoot /opt/rt3/share/html > ErrorLog /var/logs/apache2/logs/rt.example.com_error > CustomLog /var/logs/apache2/logs/rt.example.com-access_log common > AddHandler fastcgi-script fcgi > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > > But that makes httpd fail to start with nothing echoed to > /var/log/httpd/error_log so I'm stuck. > > What needs to be done to get RT working under FC7? > Have you looked at the README for RT. I think the config requirements are in there. Mathew Keep up with my goings on at http://theillien.blogspot.com From mikef at ack.berkeley.edu Mon Jul 16 23:46:43 2007 From: mikef at ack.berkeley.edu (Mike Friedman) Date: Mon, 16 Jul 2007 20:46:43 -0700 (PDT) Subject: [rt-users] Problem installing RTFM 2.2.0RC5 In-Reply-To: <933ED304-307A-4A2A-8AE1-9D3F03519DA2@bestpractical.com> References: <20070712135747.H5649@malcolm.berkeley.edu> <20070713090108.I32434@malcolm.berkeley.edu> <933ED304-307A-4A2A-8AE1-9D3F03519DA2@bestpractical.com> Message-ID: <20070716200217.Y18153@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Mon, 16 Jul 2007 at 13:49 (-0400), Jesse Vincent wrote: >> It turns out that the Makefile generated by Makefile.PL didn't include >> my ../local/lib in the 'initdb' target definition. So, I edited the >> Makefile manually (which I know you're not supposed to do, but I can't >> figure out how to correct Makefile.PL), to insert > > Out of curiosity, why do you need your local lib dir included for RTIR's > initialization script? Jesse, I can't say I understand it completely, but I figure it's because I have a local mod to RT.pm and it seems that when my local/lib isn't present, the 'make initdb' has trouble finding some things. I say 'some things', because I'm not exactly sure what the symptoms actually mean: 1. One error message said RT_SiteConfig.pm couldn't be loaded (and it did mention the correct path to to that file and the correct userid/groupid): Couldn't load RT config file /users/ist-rt/RT/rt/ist-rt/etc/RT_SiteConfig.pm as user ist-rt / group ist-rt. The file is owned by user ist-rt and group ist-rt. This usually means that the user/group your webserver is running as cannot read the file. Be careful not to make the permissions on this file too liberal, because it contains database passwords. You may need to put the webserver user in the appropriate group (ist-rt) or change permissions be able to run successfully [Typos in the last sentence as in the original]. 2. The next message said it couldn't find RT/Extension/BrandedQueues.pm, which is included at the bottom of my RT_SiteConfig.pm: Can't locate RT/Extension/BrandedQueues.pm in @INC (@INC contains: inc lib /opt/rt3/local/lib /users/ist-rt/RT/rt/ist-rt/lib /users/ist-rt/lib/perl5 /users/ist-rt/lib/perl5/site_perl/5.8.8/i86pc-solaris-thread-multi /users/ist-rt/lib/perl5/site_perl/5.8.8 /users/ist-rt/lib/perl5/site_perl /users/ist-rt/lib/perl/5.8.8 /users/ist-rt/lib/perl /users/ist-rt/lib/perl/5.8.8 /users/ist-rt/share/perl/5.8.8 /users/ist-rt/share/perl /users/ist-rt/share/perl/5.8.8 /opt/csw/lib/perl/5.8.8 /opt/csw/share/perl/5.8.8 /opt/csw/lib/perl/site_perl /opt/csw/share/perl/site_perl /opt/csw/share/perl/site_perl /opt/csw/lib/perl/csw /opt/csw/share/perl/csw /opt/csw/share/perl/csw .) at /users/ist-rt/RT/rt/ist-rt/etc/RT_SiteConfig.pm line 623. BEGIN failed--compilation aborted at /users/ist-rt/RT/rt/ist-rt/etc/RT_SiteConfig.pm line 623. Compilation failed in require at /users/ist-rt/RT/rt/ist-rt/lib/RT.pm line 141. *** Error code 2 Nowhere in the above path does my local/lib appear. I couldn't figure out why it would try to look for the BrandedQueues stuff if it couldn't load my RT_SiteConfig.pm in the first place. (Hmm, it occurs to me now that perhaps what the first message really meant was just that it couldn't load something it found *inside* RT_SiteConfig.pm!). So, I looked inside the Makefile and didn't see any reference to my local/lib, which made we wonder how it would find other things it might need (I didn't know exactly what those might be, but given that I have some mods in local/lib, shouldn't that always be in the search path?). I was confused about what's going on, but I inserted the reference to my local/lib into the Makefile and the errors went away; 'make initdb' was able to add the required RTFM tables to the database. I would have liked to edit Makefile.PL, instead of the generated Makefile. But the entire contents of Makefile.PL look like this: use inc::Module::Install; RTx('RT-FM'); name('RTFM'); version_from('lib/RT/FM.pm'); license('GPL version 2'); requires( perl => 5.008, RT => '3.4.2', Text::WikiFormat => 0, Tree::Simple => 0, HTML::TreeBuilder => 0, Time::ParseDate => 0, HTML::FormatText => 0, YAML => 0, ); auto_install(); &WriteAll; which doesn't really tell me how to get the results I (apparently) needed. One more thing. I didn't actually run 'perl Makefile.PL'. Instead, because of my 'virtual private server' environment, I had to run this: perl Makefile.PL `cat ../perl5prefs-ist-rt ` where the file '../perl5prefs-ist-rt' contains settings of a bunch of variables to tell Makefile.PL where actually to install stuff, especially perl modules (i.e., in my home directory -- /users/ist-rt -- , not the system perl libraries to which I don't have write access): PREFIX=/users/ist-rt/RT/rt/ist-rt/share \ INSTALLPRIVLIB=/users/ist-rt/share/perl/5.8.8 INSTALLSITELIB=/users/ist-rt/RT/rt/ist-rt/local/lib INSTALLARCHLIB=/users/ist-rt/lib/perl/5.8.8 INSTALLSITEARCH=/users/ist-rt/lib/perl5/site_perl INSTALLSITEBIN=/users/ist-rt/RT/rt/ist-rt/bin \ INSTALLSCRIPT=/users/ist-rt/RT/rt/ist-rt/sbin \ INSTALLSITEMAN1DIR=/users/ist-rt/lib/perl5/man \ INSTALLSITEMAN3DIR=/users/ist-rt/lib/perl5/man/man3 \ SITEARCHEXP=/users/ist-rt/lib/perl5/site_perl Notice that (third line above) my RT local lib is specified, in case 'Makefile.PL needs to know where all my RT stuff is. (But apparently this wasn't enough to cause my local/lib to appear in the generated Makefile). [BTW: the above 'perl5pref-ist-rt' file is the same as I had already used to install the BrandedQueues Extension in this same environment, with no problem]. Perhaps you have a better explanation of what's going on here. Thanks. Mike _________________________________________________________________________ Mike Friedman Information Services & Technology mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRpw7qq0bf1iNr4mCEQKQ6ACfYE+r1stV0BPM+R9K+ubAZJXieBcAniJW O/5zJHoOydxXhVtom/UWqRtl =vaLp -----END PGP SIGNATURE----- From willy_coyote at mail.com Tue Jul 17 03:12:06 2007 From: willy_coyote at mail.com (Andrea O.) Date: Tue, 17 Jul 2007 02:12:06 -0500 Subject: [rt-users] get the content of a ticket via email commands Message-ID: <20070717071206.7F8DA1CE303@ws1-6.us4.outblaze.com> Hi all, we are using the command by email extension. I wonder if there is a way to include the entire ticket (body) in the email that notifies the AdminCc members when I change the queue, so that the new AdminCc person doen't have to use the browser to see the ticket that has been moved to his/her queue. In other words: is there a way to get the content of a ticket via email commands? Any help will be appreciated. Andrea -- We've Got Your Name at http://www.mail.com! Get a FREE E-mail Account Today - Choose From 100+ Domains From ramsrigroups at yahoo.com Tue Jul 17 05:38:02 2007 From: ramsrigroups at yahoo.com (Sridhar Adabala) Date: Tue, 17 Jul 2007 02:38:02 -0700 (PDT) Subject: [rt-users] How to configure for multiple domains. Message-ID: <699652.59599.qm@web63501.mail.re1.yahoo.com> Hi All, Thanks for the update from Kevin and Manuel. I forgot to mention that I'm using a Windows Version of RT. And I found that the extension which you suggested is for Linux version. If anyone have done this in Windows version please help me. Thanks in advance. Regards, Sridhar Adabala. Date: Mon, 16 Jul 2007 11:06:36 -0400 From: Kevin Falcone Subject: Re: [rt-users] How to configure for multiple domains. To: RT Users Message-ID: <5CC003B8-9043-477B-A58C-171301F5AD2B at bestpractical.com> Content-Type: text/plain; charset=US-ASCII; delsp=yes; format=flowed On Jul 16, 2007, at 8:40 AM, Sridhar Adabala wrote: > I created different queues as eurocallingcards and vedatelecom and > able to manage to get the emails for them. And when creating new > ticket for vedatelecom the auto reply emails which are going with > subject [Eurocallingcards # {ticket no}] subject for vedatelecom > also. I would like to change the subject as [Vedatelecom #{ticket > No}]. I had created new template and scrips for vedatelecom queue > and able to manage the correspondence address. > > But unable to change the subject. Please if anyone can help in this > kindly update me. The branded queues extension should do what you want http://search.cpan.org/dist/RT-Extension-BrandedQueues/ -kevin --------------------------------- Get the free Yahoo! toolbar and rest assured with the added security of spyware protection. -------------- next part -------------- An HTML attachment was scrubbed... URL: From terence at deeproot.co.in Tue Jul 17 07:28:40 2007 From: terence at deeproot.co.in (Terence Monteiro) Date: Tue, 17 Jul 2007 16:58:40 +0530 Subject: [rt-users] Create Ticket width CustomField value using command line In-Reply-To: <7be339f90707111427r577a1b79w35c7f11ea3d05a5d@mail.gmail.com> References: <7be339f90707111427r577a1b79w35c7f11ea3d05a5d@mail.gmail.com> Message-ID: <469CA7E8.9080608@deeproot.co.in> Hi Marco, Marco Catunda wrote: > Does anyone know what is wrong? Your code worked for me. I was able to create tickets. > What is snippet code I have to add in this code to populate custom field? I was able to add custom fields during ticket creation. I assigned the value to the ticket_vals hash. e.g: You'll need the id of the custom field for this. $ticket_vals{"CustomFields-" . $cfid} = $value; before passing the hash to the $ticket->Create subroutine. > PS: I am trying to integrate RT with Nagios. > > Thanks, Regards, Terence. From ignacio.vazquez at inteco.es Tue Jul 17 07:32:40 2007 From: ignacio.vazquez at inteco.es (Ignacio Vazquez Alvarez) Date: Tue, 17 Jul 2007 13:32:40 +0200 Subject: [rt-users] Creation articles RTFM error Message-ID: <4A0A57AB902FF9478570078691DCD99F603C2D@srv-mail.inteco.local> Hi everyone, We have: -RT 3.7.5 -RTFM 2.2 ORC5 -RT-IR 2.1.5 -Apache 1.3.34 / FastCgi Hello, when I create a new article in class Template and I fill de Content and Submit, the article was created, but the Content Area is empty. Later if I Modify the article and I fill the Content Area and Save Changes, the text is added correctly. Do you know what's happen? Thanks in advance, Nacho. -------------- next part -------------- An HTML attachment was scrubbed... URL: From lars+lister.rt at adventuras.no Tue Jul 17 07:43:14 2007 From: lars+lister.rt at adventuras.no (Lars Kristiansen) Date: Tue, 17 Jul 2007 13:43:14 +0200 Subject: [rt-users] displaying text/html in attachments Message-ID: <469CAB52.7030100@adventuras.no> Hello! What is responsible for the text/html head for displayed attachments? Last month I installed rt-3.6.3_1 from ports on FreeBSD 6.2-R. This has been a success and we want to increase its use to include emails we get from a source that sends html-mails. In the beginning I did test the display link, which looks something like this on the display page: Download (untitled) [text/html 17.7k] But now it does not display as html anymore when clicked, and the head of the document says text/plain instead of text/html. The link still displays "text/html" though. Some dependencies have been updated during this month, and one of them is probarly the cause of this. These are the ports which are updated since rt was installed: $ pkg_glob -x ' References: <20070712135747.H5649@malcolm.berkeley.edu> <20070713090108.I32434@malcolm.berkeley.edu> <933ED304-307A-4A2A-8AE1-9D3F03519DA2@bestpractical.com> <20070716200217.Y18153@malcolm.berkeley.edu> Message-ID: <0C0E09D7-86F9-4CC7-9710-69EB6A1FFD17@bestpractical.com> On Jul 16, 2007, at 11:46 PM, Mike Friedman wrote: > One more thing. I didn't actually run 'perl Makefile.PL'. > Instead, because of my 'virtual private server' environment, I had > to run this: > > perl Makefile.PL `cat ../perl5prefs-ist-rt ` > > where the file '../perl5prefs-ist-rt' contains settings of a bunch > of variables to tell Makefile.PL where actually to install stuff, > especially perl modules (i.e., in my home directory -- /users/ist- > rt -- , not the system perl libraries to which I don't have write > access): Makefile.PL for RTFM normally prompts you to find RT.pm, which is how it would know to look in your local/lib What happens if you do PERL5LIB/users/ist-rt/RT/rt/ist-rt/local/lib perl Makefile.PL `cat ../ perl5prefs-ist-rt ` -kevin From falcone at bestpractical.com Tue Jul 17 07:14:29 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jul 2007 07:14:29 -0400 Subject: [rt-users] get the content of a ticket via email commands In-Reply-To: <20070717071206.7F8DA1CE303@ws1-6.us4.outblaze.com> References: <20070717071206.7F8DA1CE303@ws1-6.us4.outblaze.com> Message-ID: On Jul 17, 2007, at 3:12 AM, Andrea O. wrote: > > we are using the command by email extension. I wonder if there is a > way to include the entire ticket (body) in the email that notifies > the AdminCc members when I change the queue, so that the new > AdminCc person doen't have to use the browser to see the ticket > that has been moved to his/her queue. > > In other words: is there a way to get the content of a ticket via > email commands? I don't know that CommandByMail supports what you want, but you could just add a scrip similar to On Queue Change Notify AdminCcs with template CustomTemplate and make the new CustomTemplate that holds whatever data you want That way any time you change a queue, the new AdminCcs would get an email, similar to the default setting which emails AdminCcs on ticket creation -kevin From mario.gomide at agricultura.gov.br Tue Jul 17 09:55:58 2007 From: mario.gomide at agricultura.gov.br (Mario Gomide) Date: Tue, 17 Jul 2007 10:55:58 -0300 Subject: [rt-users] Forcing Status Changes In-Reply-To: <6.2.1.2.2.20070706095938.024dfcb8@mail.sdsu.edu> References: <468E7459.1090207@agricultura.gov.br> <6.2.1.2.2.20070706095938.024dfcb8@mail.sdsu.edu> Message-ID: <469CCA6E.10906@agricultura.gov.br> Hi Gene, hi list, I've tried out what you said, but nothing different is happening. I can understand the logic and what the scrip does, so I tried some changes on the custom commit action, but with no results. How could I debug this scrip? I could start trying to do some other changes and writing new scrips, but for any change, I don't actually see any results at all. Maybe i'm forgetting something, like "activating" the scrip or something like that. Any ideas or anywhere to look up? Thanks again! Mario Gomide Gene LeDuc escreveu: > Hi Mario, > > What you want to do can be done in RT with an OnStatusChange scrip > that checks $self->TransactionObj->OldValue and > $self->TransactionObj->NewValue. If the values don't meet your > criteria, change the status back to the OldValue. I've never used > custom status values, so if they require unusual handling then this > might not work. If they work like standard status values, something > like this should do the trick: > > Condition: User Defined > Action: User Defined > Template: Global blank > > Custom condition: > { ### true if transaction is a status change > my $Transaction = $self->TransactionObj; > my $val = $Transaction->Type eq "Status"; > return $val; > } > > Custom prep action: > return 1; > > Custom commit action: > ### Check to make sure new status value makes sense > my $Transaction = $self->TransactionObj; > my $Ticket = $self->TicketObj; > my $Old = $Transaction->OldValue; > my $New = $Transaction->NewValue; > if ($Old eq "X" && ! ($New eq "Y" || $New eq "Z")) { > $Ticket->_Set(Field=>"Status", Value=>$Old, RecordTransaction=>0); > } > return 1; > > I just typed this in without confirming that it works as-is, so there > might be something off in the syntax, but here's what it's doing: > 1. Fire the scrip if there's been a status change > 2. See if the old value was "X" and the new value is not "Y" or "Z". > If so... > 3. Set the status back to the old value without creating a > transaction (so scrips don't fire again) > > Since you have a specific list of allowed changes ("Y" and "Z") you > don't have to concern yourself with "A". > > Regards, > Gene > > At 09:56 AM 7/6/2007, Mario Gomide wrote: >> Hello list, >> >> I am trying to set RT to work allowing or denying certain custom >> statuses. >> For example, I have the "X" custom status and whenever a ticket has >> this status, the next status can only be "Y" or "Z", but it cannot be >> "A". >> >> I read the foruns and I'm still not sure if it can be done by crating >> scrips or by modifying Ticket_Overlay.pm (or any other file). >> >> Actually, I've started creating scripconditions that check the >> current status, but now I have to create the scripactions that >> compare the next status with the active status, and then it will take >> some action: if it isn't a possible status change, then go back and >> warn. If it is a possible status change, go ahead and change. >> >> Has anyone tried to do this? Is there any other easier way? Is there >> something done, like forcing the status changes? >> >> Thanks a lot! >> Any suggestions are welcome! >> >> Mario Gomide >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > From rfh at pipex.net Tue Jul 17 10:14:39 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 17 Jul 2007 15:14:39 +0100 Subject: [rt-users] collapsed from ShowTransaction Message-ID: <469CCECF.7020904@pipex.net> Hi there; rt-3.6.1 dbix 1.38 and apache2 mysql5 I am trying to figure out how Collapsed and ShowBody work between ShowHistory /ShowTransactions/ShowTransactionAttachments , What I would like is when a ticket is first displayed to have all transactions collapsed so no attachments are showing , and this works when $Collapsed is set 1 from ShowHistory, and I assumed that clicking on the "#" it should open/expand the transaction showing the attachment, however clicking on that seems to do nothing although its a link with "my rt url/Ticket/Display.html?ticketnumber#txn-transactionid" .. I have removed all customisation so its out of the box rt-3.6.1 with the obvious changes in RT_SiteConfig .. Any help/pointers will be appreciated .. Regards; Roy From mwigge at marcant.net Tue Jul 17 10:21:51 2007 From: mwigge at marcant.net (Markus Wigge) Date: Tue, 17 Jul 2007 16:21:51 +0200 Subject: [rt-users] I miss the "in-reply-to" header in status change notifications Message-ID: <469CD07F.4000104@marcant.net> Hi everyone, we recently upgraded our 3.4.1 RT to 3.6.4 and noticed an anoying change in the behavior of sending status change notifications. Formerly the sent mail had an "in-reply-to" and/or "references" header, so mutt was able to display a complete ticket as thread. But since 3.6.4 these header fields are missing, so the thread view is quite uncomplete now. Has anybody an idea how to fix this? thanks, Markus Wigge From falcone at bestpractical.com Tue Jul 17 11:01:47 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Tue, 17 Jul 2007 11:01:47 -0400 Subject: [rt-users] Creation articles RTFM error In-Reply-To: <4A0A57AB902FF9478570078691DCD99F603C2D@srv-mail.inteco.local> References: <4A0A57AB902FF9478570078691DCD99F603C2D@srv-mail.inteco.local> Message-ID: <38A7C300-273F-4439-9A46-5881DE7C65BF@bestpractical.com> On Jul 17, 2007, at 7:32 AM, Ignacio Vazquez Alvarez wrote: > We have: > > -RT 3.7.5 > > -RTFM 2.2 ORC5 > > -RT-IR 2.1.5 > > -Apache 1.3.34 / FastCgi > > Hello, when I create a new article in class Template and I fill de > Content and Submit, > > the article was created, but the Content Area is empty. Later if I > Modify the article > > and I fill the Content Area and Save Changes, the text is added > correctly. I think this was fixed in RC6 You can find that, along with matching releases of RT and RTIR in the devel/RTIR_M3/ directory on download.bestpractical.com. Can you test and let us know if RC6 fixes it? Thanks -kevin From benr at tlcdatasecurity.com.au Tue Jul 17 11:04:34 2007 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Wed, 18 Jul 2007 01:04:34 +1000 Subject: [rt-users] Show updated tickets In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A804626D67DF@kookaburra.TLCIT.biz> References: <3F63AA5E6554DB4D92D1DBB1D4A804626D67DF@kookaburra.TLCIT.biz> Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A804626D6AED@kookaburra.TLCIT.biz> I thought I might Bump my question in case it got lost in the weekend mail. J BenR p.s. apologies for the signature, I am trying to get that appendage changed. ;-) From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben Robson Sent: Saturday, 14 July 2007 4:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Show updated tickets Greetings. I am attempting to work out how to highlight tickets in searches that were last updated by someone other than the owner. So far I have defined css components called .updatedoddline and .updatedevenline and have also worked out I need to put a test statement around "$m->out('' );" in /Elements/CollectionAsTable/Row In pseudo-code what I think I need to wrap around this line (and similarly with the later line) is: If ($SearchResult->Owner ne $SearchResult->LastUpdatedBy) { $m->out('' ); } else { $m->out('' ); } But what I can't work out is the right syntax/code for "$SearchResult->Owner" and "$SearchResult->LastUpdatedBy" for the test. Does anyone have any tips for me? Thanks, BenR ****** Internet + Voice + Telephony + IT Services + Hardware/Software ****** February 2007 - Systems integration company TLC IT's product / services expansion is complete, with the introduction of Voice and Internet services rounding out their Juniper Elite Security Partnership, Avaya Telephony and traditional IT Infrastructure support services. "With the expansion of our business into Telephony and Security over the past 18 months, it made perfect sense to introduce Voice and Data services" stated Managing Director Alan Champan. "Clients want a single point of contact or more importantly a single point of responsibility when it comes to managing all these services, our client enjoy not only the benefits of dealing with one organisation, but also cost savings by combining all these services, both in management and direct product costs, it is a win / win situation." TLC IT is set to become one of the largest IT & T organisations in Australia, for further information on our services visit www.tlcit.biz or call 03 9922 0000 The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorised to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it, and any associated attachments, from your system. Thank you. ****** Internet + Voice + Telephony + IT Services + Hardware/Software ****** February 2007 - Systems integration company TLC IT's product / services expansion is complete, with the introduction of Voice and Internet services rounding out their Juniper Elite Security Partnership, Avaya Telephony and traditional IT Infrastructure support services. "With the expansion of our business into Telephony and Security over the past 18 months, it made perfect sense to introduce Voice and Data services" stated Managing Director Alan Champan. "Clients want a single point of contact or more importantly a single point of responsibility when it comes to managing all these services, our client enjoy not only the benefits of dealing with one organisation, but also cost savings by combining all these services, both in management and direct product costs, it is a win / win situation." TLC IT is set to become one of the largest IT & T organisations in Australia, for further information on our services visit www.tlcit.biz or call 03 9922 0000 The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorised to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it, and any associated attachments, from your system. Thank you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From m.vanveen at franksolutions.nl Tue Jul 17 11:10:32 2007 From: m.vanveen at franksolutions.nl (Machiel van Veen) Date: Tue, 17 Jul 2007 17:10:32 +0200 Subject: [rt-users] Move e-mail automaticly to queue? Message-ID: <200707171710.33278.m.vanveen@franksolutions.nl> Hi list, A question, I would like people to be able to send e-mail to one address and have RT automaticly move it to a queue based on a predefined subject. As I understand it either all queues would have their own e-mail address or you would filter incoming e-mail manually. Would anyone know a way to get RT to move the email to a queue automaticly? Many thanks in advance for any help on this. -- Best regards, Machiel van Veen From Steve.Anderson at bipsolutions.com Tue Jul 17 11:31:17 2007 From: Steve.Anderson at bipsolutions.com (Steve Anderson) Date: Tue, 17 Jul 2007 16:31:17 +0100 Subject: [rt-users] Move e-mail automaticly to queue? References: <200707171710.33278.m.vanveen@franksolutions.nl> Message-ID: Hi, Don't try to use RT to put the email into the queues. Use your mail filtering to run different commands with rt-mailgate. Set up I have running here has an Exim filter sitting in the RT users directory, and that feeds mail where it should go, and discards ones which match particular criteria, like really big ones, for example. Procmail would also allow you to do that kind of filtering. Steve Anderson. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Machiel van Veen Sent: 17 July 2007 16:11 To: rt-users at lists.bestpractical.com Subject: [rt-users] Move e-mail automaticly to queue? Hi list, A question, I would like people to be able to send e-mail to one address and have RT automaticly move it to a queue based on a predefined subject. As I understand it either all queues would have their own e-mail address or you would filter incoming e-mail manually. Would anyone know a way to get RT to move the email to a queue automaticly? Many thanks in advance for any help on this. -- Best regards, Machiel van Veen _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ______________________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email From gleduc at mail.sdsu.edu Tue Jul 17 11:35:55 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 17 Jul 2007 08:35:55 -0700 Subject: [rt-users] Forcing Status Changes In-Reply-To: <469CCA6E.10906@agricultura.gov.br> References: <468E7459.1090207@agricultura.gov.br> <6.2.1.2.2.20070706095938.024dfcb8@mail.sdsu.edu> <469CCA6E.10906@agricultura.gov.br> Message-ID: <6.2.1.2.2.20070717082014.024788b8@mail.sdsu.edu> Hi Mario, First of all, keep in mind that I've never used custom status codes, so if they are set differently than the standard status codes then my code probably won't do what you want. The first thing you should do is set your logging to debug (in the RT config file). Then stick logging statements wherever you think you might want to know what is happening and watch what gets reported in your rt.log. I'd start with these: Put a command like this in the custom condition code right before the "return $val;" statement: $RT::Logger->debug("Custom condition is " . ($val ? "True" : "False")); And then this in the commit code right before your if statement: $RT::Logger->debug("Action code: Transaction OldValue is ($Old), NewValue is ($New)"); And then this in the block where you change the status, right after the if statement: $RT::Logger->debug("Action code, changing status to ($Old)"); Take a look at the rt.log file and see what is going on. Good luck! Gene At 06:55 AM 7/17/2007, Mario Gomide wrote: >Hi Gene, hi list, > >I've tried out what you said, but nothing different is happening. I can >understand the logic and what the scrip does, so I tried some changes on >the custom commit action, but with no results. >How could I debug this scrip? I could start trying to do some other >changes and writing new scrips, but for any change, I don't actually see >any results at all. Maybe i'm forgetting something, like "activating" the >scrip or something like that. > >Any ideas or anywhere to look up? >Thanks again! > >Mario Gomide > > >Gene LeDuc escreveu: >>Hi Mario, >> >>What you want to do can be done in RT with an OnStatusChange scrip that >>checks $self->TransactionObj->OldValue and >>$self->TransactionObj->NewValue. If the values don't meet your criteria, >>change the status back to the OldValue. I've never used custom status >>values, so if they require unusual handling then this might not work. If >>they work like standard status values, something like this should do the trick: >> >>Condition: User Defined >>Action: User Defined >>Template: Global blank >> >>Custom condition: >>{ ### true if transaction is a status change >> my $Transaction = $self->TransactionObj; >> my $val = $Transaction->Type eq "Status"; >> return $val; >>} >> >>Custom prep action: >>return 1; >> >>Custom commit action: >>### Check to make sure new status value makes sense >>my $Transaction = $self->TransactionObj; >>my $Ticket = $self->TicketObj; >>my $Old = $Transaction->OldValue; >>my $New = $Transaction->NewValue; >>if ($Old eq "X" && ! ($New eq "Y" || $New eq "Z")) { >> $Ticket->_Set(Field=>"Status", Value=>$Old, RecordTransaction=>0); >>} >>return 1; >> >>I just typed this in without confirming that it works as-is, so there >>might be something off in the syntax, but here's what it's doing: >>1. Fire the scrip if there's been a status change >>2. See if the old value was "X" and the new value is not "Y" or "Z". >>If so... >>3. Set the status back to the old value without creating a transaction >>(so scrips don't fire again) >> >>Since you have a specific list of allowed changes ("Y" and "Z") you don't >>have to concern yourself with "A". >> >>Regards, >>Gene >> >>At 09:56 AM 7/6/2007, Mario Gomide wrote: >>>Hello list, >>> >>>I am trying to set RT to work allowing or denying certain custom statuses. >>>For example, I have the "X" custom status and whenever a ticket has this >>>status, the next status can only be "Y" or "Z", but it cannot be "A". >>> >>>I read the foruns and I'm still not sure if it can be done by crating >>>scrips or by modifying Ticket_Overlay.pm (or any other file). >>> >>>Actually, I've started creating scripconditions that check the current >>>status, but now I have to create the scripactions that compare the next >>>status with the active status, and then it will take some action: if it >>>isn't a possible status change, then go back and warn. If it is a >>>possible status change, go ahead and change. >>> >>>Has anyone tried to do this? Is there any other easier way? Is there >>>something done, like forcing the status changes? >>> >>>Thanks a lot! >>>Any suggestions are welcome! >>> >>>Mario Gomide >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Community help: http://wiki.bestpractical.com >>>Commercial support: sales at bestpractical.com >>> >>> >>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy >>>a copy at http://rtbook.bestpractical.com >> >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From stock at buffalo.edu Tue Jul 17 11:25:37 2007 From: stock at buffalo.edu (Stock, Matthew) Date: Tue, 17 Jul 2007 11:25:37 -0400 Subject: [rt-users] Move e-mail automaticly to queue? In-Reply-To: <200707171710.33278.m.vanveen@franksolutions.nl> References: <200707171710.33278.m.vanveen@franksolutions.nl> Message-ID: <47712B5D8D3E274682275E3F64B0E677041AEF5B@ubitmb-cc1.itorg.ad.buffalo.edu> My suggestion would be to handle this within procmail or someplace similar. If the subject line rule matched, it would run the handler application with the proper arguments to route it into the correct queue. -Matt > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Machiel van Veen > Sent: Tuesday, July 17, 2007 11:11 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Move e-mail automaticly to queue? > > Hi list, > > A question, I would like people to be able to send e-mail to one > address and > have RT automaticly move it to a queue based on a predefined subject. > > As I understand it either all queues would have their own e-mail > address or > you would filter incoming e-mail manually. Would anyone know a way to > get RT > to move the email to a queue automaticly? > > Many thanks in advance for any help on this. > > -- > Best regards, > > Machiel van Veen > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Tue Jul 17 11:43:09 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 17 Jul 2007 11:43:09 -0400 Subject: [rt-users] displaying text/html in attachments In-Reply-To: <469CAB52.7030100@adventuras.no> References: <469CAB52.7030100@adventuras.no> Message-ID: <70FCE017-05AD-406C-9564-C675C3FE5EAA@bestpractical.com> On Jul 17, 2007, at 7:43 AM, Lars Kristiansen wrote: > Hello! > What is responsible for the text/html head for displayed attachments? > > Last month I installed rt-3.6.3_1 from ports on FreeBSD 6.2-R. > > This has been a success and we want to increase its use > to include emails we get from a source that sends html-mails. > > In the beginning I did test the display link, > which looks something like this on the display page: > Download (untitled) 178/59/> [text/html 17.7k] > > > But now it does not display as html anymore when clicked, > and the head of the document says text/plain instead of text/html. > The link still displays "text/html" though. > Right. That's to stop you from malicious javascript in html attachments when you display them. Have a look in RT's config file for: # if TrustHTMLAttachments is not defined, we will display them # as text. This prevents malicious HTML and javascript from being # sent in a request (although there is probably more to it than that) Set($TrustHTMLAttachments , undef); > > Some dependencies have been updated during this month, > and one of them is probarly the cause of this. > These are the ports which are updated since rt was installed: > $ pkg_glob -x ' p5-XML-SAX-0.16 > p5-IO-Compress-Base-2.005 > p5-XML-RSS-1.31 > p5-Test-WWW-Mechanize-1.14 > p5-DBIx-DBSchema-0.33 > p5-Test-Inline-2.204 > p5-IO-Compress-Zlib-2.005 > p5-DBI-1.58 > p5-Log-Dispatch-2.18 > p5-DateTime-TimeZone-0.66.02 > p5-Net-1.21,1 > p5-Locale-Maketext-Lexicon-0.64 > p5-Compress-Raw-Zlib-2.005 > gd-2.0.35,1 > p5-Compress-Zlib-2.005 > p5-DateTime-0.38 > p5-File-Remove-0.36 > pkg-config-0.22 > p5-YAML-0.65 > rt-3.6.3_1 > > Can somebody tell which of this updates is responsible? > Hope I am being clear :-). > > Best regards, > Lars > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From rfh at pipex.net Tue Jul 17 11:44:58 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 17 Jul 2007 16:44:58 +0100 Subject: [rt-users] Move e-mail automaticly to queue? In-Reply-To: References: <200707171710.33278.m.vanveen@franksolutions.nl> Message-ID: <469CE3FA.4010704@pipex.net> But if you want to do from RT you can easily by creating a queue->scrip in the queue receiving the email; Condition:On Create Action:user defined Template : Blank Custom action prep code: return 1; Custom action cleanup code: if ($self->TicketObj->Subject( ) =~ /YOUR SUBJECT YOU WANT TO MATCH/i ) { self->TicketObj->SetQueue('Your distenation q name or id'); return 1; } return undef; Regards; Roy Steve Anderson wrote: > Hi, > > Don't try to use RT to put the email into the queues. Use your mail > filtering to run different commands with rt-mailgate. > > Set up I have running here has an Exim filter sitting in the RT users > directory, and that feeds mail where it should go, and discards ones > which match particular criteria, like really big ones, for example. > > > Procmail would also allow you to do that kind of filtering. > > > Steve Anderson. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Machiel > van Veen > Sent: 17 July 2007 16:11 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Move e-mail automaticly to queue? > > Hi list, > > A question, I would like people to be able to send e-mail to one address > and > have RT automaticly move it to a queue based on a predefined subject. > > As I understand it either all queues would have their own e-mail address > or > you would filter incoming e-mail manually. Would anyone know a way to > get RT > to move the email to a queue automaticly? > > Many thanks in advance for any help on this. > > From pape-rt at inf.fu-berlin.de Tue Jul 17 11:45:40 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 17 Jul 2007 17:45:40 +0200 Subject: [rt-users] Show updated tickets In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A804626D6AED@kookaburra.TLCIT.biz> References: <3F63AA5E6554DB4D92D1DBB1D4A804626D67DF@kookaburra.TLCIT.biz> <3F63AA5E6554DB4D92D1DBB1D4A804626D6AED@kookaburra.TLCIT.biz> Message-ID: Hello Ben, --Am 18. Juli 2007 01:04:34 +1000 schrieb Ben Robson : > I am attempting to work out how to highlight tickets in searches that > were last updated by someone other than the owner. > we do so here by using attached Callback in /path/to/rt/local/html/Callbacks/MI/Elements/RT__Ticket/ColumnMap/ColumnMap this enables a column "luid" which can be used instead of "id" in layout specification of a search. We than modified the standard search for "Ticket I own" (root has to do this) to use luid instead of id as column (see screenshot). You can customize colour by implementing the css. We also use "openid" instead of "id" in search "Unowned Tickets" because we hate already opened Tickets which are still unowned. 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: ColumnMap Type: application/octet-stream Size: 536 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Bild 1.png Type: image/png Size: 66056 bytes Desc: not available URL: From payerle at physics.umd.edu Tue Jul 17 11:37:31 2007 From: payerle at physics.umd.edu (Tom Payerle) Date: Tue, 17 Jul 2007 11:37:31 -0400 Subject: [rt-users] Re:Configuring Apache for RT In-Reply-To: <20070717004921.D0C084D8100@diesel.bestpractical.com> References: <20070717004921.D0C084D8100@diesel.bestpractical.com> Message-ID: <1184686651.31249.15.camel@drdude.physics.umd.edu> Although not probably directly relevant to John's question, and not specifically an RT issue, if you are using SSL you should also set the following in apache (at least 1.3.x versions, but I think applies to 2.x versions as well) SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 in the section for SSL enabled virtual host or similar location. (see http://www.modssl.org/docs/2.8/ssl_faq.html#ToC49) Apparently IE (up to at least version 6) has bugs (who'd imagine:) related to SSL and HTTP keep-alive. Had an RT setup all ready for some final beta testing before roll-out and my Windows beta testers found it essentially unusable. Users would try to access pages and/or submit forms and sometimes would work, but frequently would get "Page could not be loaded" errors in IE. Was several months (and only after seeing similar behavior in another web app) before I stumbled across the above page. (And unfortunately lost our "migration window" and still do not have RT set up. Maybe in the next six months:) -- Tom Payerle Dept of Physics payerle at physics.umd.edu University of Maryland (301) 405-6973 College Park, MD 20742-4111 Fax: (301) 314-9525 From lars+lister.rt at adventuras.no Tue Jul 17 12:29:53 2007 From: lars+lister.rt at adventuras.no (Lars Kristiansen) Date: Tue, 17 Jul 2007 18:29:53 +0200 Subject: solved: Re: [rt-users] displaying text/html in attachments In-Reply-To: <70FCE017-05AD-406C-9564-C675C3FE5EAA@bestpractical.com> References: <469CAB52.7030100@adventuras.no> <70FCE017-05AD-406C-9564-C675C3FE5EAA@bestpractical.com> Message-ID: <469CEE81.8000306@adventuras.no> Jesse Vincent wrote: > > On Jul 17, 2007, at 7:43 AM, Lars Kristiansen wrote: > >> Hello! >> What is responsible for the text/html head for displayed attachments? >> >> Last month I installed rt-3.6.3_1 from ports on FreeBSD 6.2-R. >> >> This has been a success and we want to increase its use >> to include emails we get from a source that sends html-mails. >> >> In the beginning I did test the display link, >> which looks something like this on the display page: >> Download (untitled) >> [text/html 17.7k] >> >> >> But now it does not display as html anymore when clicked, >> and the head of the document says text/plain instead of text/html. >> The link still displays "text/html" though. >> > > Right. That's to stop you from malicious javascript in html > attachments when you display them. > > Have a look in RT's config file for: > > # if TrustHTMLAttachments is not defined, we will display them > # as text. This prevents malicious HTML and javascript from being > # sent in a request (although there is probably more to it than that) > Set($TrustHTMLAttachments , undef); Right! Thank you kindly for helping a beginner. I was too easily fooled by one users IE6 rendering text/plain as html. And now I suddenly find this is also described in an appendix in the book :-/ Thanks, Lars From KFCrocker at lbl.gov Tue Jul 17 12:36:29 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 17 Jul 2007 09:36:29 -0700 Subject: [rt-users] Forcing Status Changes In-Reply-To: <6.2.1.2.2.20070717082014.024788b8@mail.sdsu.edu> References: <468E7459.1090207@agricultura.gov.br> <6.2.1.2.2.20070706095938.024dfcb8@mail.sdsu.edu> <469CCA6E.10906@agricultura.gov.br> <6.2.1.2.2.20070717082014.024788b8@mail.sdsu.edu> Message-ID: <469CF00D.80603@lbl.gov> Mario, Gene is right (he helped me a bunch when I created several scrips that change ticket status for a workflow design)). The entries to your log will help a great deal. I had several scrips that made several changes (one at a time) and when it ran into an error, the status did not get changed. I'd take a look at your log and see what is happening. That will help in debugging your code. Kenn LBNL Gene LeDuc wrote: > Hi Mario, > > First of all, keep in mind that I've never used custom status codes, so > if they are set differently than the standard status codes then my code > probably won't do what you want. > > The first thing you should do is set your logging to debug (in the RT > config file). Then stick logging statements wherever you think you > might want to know what is happening and watch what gets reported in > your rt.log. > > I'd start with these: > > Put a command like this in the custom condition code right before the > "return $val;" statement: > $RT::Logger->debug("Custom condition is " . ($val ? "True" : "False")); > > And then this in the commit code right before your if statement: > $RT::Logger->debug("Action code: Transaction OldValue is ($Old), > NewValue is ($New)"); > > And then this in the block where you change the status, right after the > if statement: > $RT::Logger->debug("Action code, changing status to ($Old)"); > > Take a look at the rt.log file and see what is going on. > > Good luck! > Gene > > At 06:55 AM 7/17/2007, Mario Gomide wrote: >> Hi Gene, hi list, >> >> I've tried out what you said, but nothing different is happening. I >> can understand the logic and what the scrip does, so I tried some >> changes on the custom commit action, but with no results. >> How could I debug this scrip? I could start trying to do some other >> changes and writing new scrips, but for any change, I don't actually >> see any results at all. Maybe i'm forgetting something, like >> "activating" the scrip or something like that. >> >> Any ideas or anywhere to look up? >> Thanks again! >> >> Mario Gomide >> >> >> Gene LeDuc escreveu: >>> Hi Mario, >>> >>> What you want to do can be done in RT with an OnStatusChange scrip >>> that checks $self->TransactionObj->OldValue and >>> $self->TransactionObj->NewValue. If the values don't meet your >>> criteria, change the status back to the OldValue. I've never used >>> custom status values, so if they require unusual handling then this >>> might not work. If they work like standard status values, something >>> like this should do the trick: >>> >>> Condition: User Defined >>> Action: User Defined >>> Template: Global blank >>> >>> Custom condition: >>> { ### true if transaction is a status change >>> my $Transaction = $self->TransactionObj; >>> my $val = $Transaction->Type eq "Status"; >>> return $val; >>> } >>> >>> Custom prep action: >>> return 1; >>> >>> Custom commit action: >>> ### Check to make sure new status value makes sense >>> my $Transaction = $self->TransactionObj; >>> my $Ticket = $self->TicketObj; >>> my $Old = $Transaction->OldValue; >>> my $New = $Transaction->NewValue; >>> if ($Old eq "X" && ! ($New eq "Y" || $New eq "Z")) { >>> $Ticket->_Set(Field=>"Status", Value=>$Old, RecordTransaction=>0); >>> } >>> return 1; >>> >>> I just typed this in without confirming that it works as-is, so there >>> might be something off in the syntax, but here's what it's doing: >>> 1. Fire the scrip if there's been a status change >>> 2. See if the old value was "X" and the new value is not "Y" or "Z". >>> If so... >>> 3. Set the status back to the old value without creating a >>> transaction (so scrips don't fire again) >>> >>> Since you have a specific list of allowed changes ("Y" and "Z") you >>> don't have to concern yourself with "A". >>> >>> Regards, >>> Gene >>> >>> At 09:56 AM 7/6/2007, Mario Gomide wrote: >>>> Hello list, >>>> >>>> I am trying to set RT to work allowing or denying certain custom >>>> statuses. >>>> For example, I have the "X" custom status and whenever a ticket has >>>> this status, the next status can only be "Y" or "Z", but it cannot >>>> be "A". >>>> >>>> I read the foruns and I'm still not sure if it can be done by >>>> crating scrips or by modifying Ticket_Overlay.pm (or any other file). >>>> >>>> Actually, I've started creating scripconditions that check the >>>> current status, but now I have to create the scripactions that >>>> compare the next status with the active status, and then it will >>>> take some action: if it isn't a possible status change, then go back >>>> and warn. If it is a possible status change, go ahead and change. >>>> >>>> Has anyone tried to do this? Is there any other easier way? Is there >>>> something done, like forcing the status changes? >>>> >>>> Thanks a lot! >>>> Any suggestions are welcome! >>>> >>>> Mario Gomide >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: 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 kamber.dalal at verizonbusiness.com Tue Jul 17 12:39:35 2007 From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber)) Date: Tue, 17 Jul 2007 16:39:35 +0000 Subject: [rt-users] Ticket Custom Field Drop Down list display Message-ID: In ModifyAll (Jumbo) page of the ticket, the custom field's drop down list gets partially hidden behind the Dates bar. Is there a fix for it? Thank you, Kamber Dalal -------------- next part -------------- An HTML attachment was scrubbed... URL: From phanoko at yahoo.com Tue Jul 17 12:41:52 2007 From: phanoko at yahoo.com (Phanoko) Date: Tue, 17 Jul 2007 09:41:52 -0700 (PDT) Subject: [rt-users] Fonts Help Message-ID: <710425.42458.qm@web53908.mail.re2.yahoo.com> How can I change the Fonts in the comments and replies? I have been requested to change to something like 'Courier New' Thanks also for all the help from the list. ____________________________________________________________________________________ Be a better Heartthrob. Get better relationship answers from someone who knows. Yahoo! Answers - Check it out. http://answers.yahoo.com/dir/?link=list&sid=396545433 From jesse at bestpractical.com Tue Jul 17 12:42:00 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 17 Jul 2007 12:42:00 -0400 Subject: [rt-users] I miss the "in-reply-to" header in status change notifications In-Reply-To: <469CD07F.4000104@marcant.net> References: <469CD07F.4000104@marcant.net> Message-ID: <47BDF583-AC12-4E99-94F7-53C41DC0A98A@bestpractical.com> Can anyone else replicate this? I haven't seen it. (But it most certainly would be a regression if it were reproducible) On Jul 17, 2007, at 10:21 AM, Markus Wigge wrote: > Hi everyone, > > we recently upgraded our 3.4.1 RT to 3.6.4 and noticed an anoying > change > in the behavior of sending status change notifications. > > Formerly the sent mail had an "in-reply-to" and/or "references" > header, > so mutt was able to display a complete ticket as thread. > > But since 3.6.4 these header fields are missing, so the thread view is > quite uncomplete now. > > Has anybody an idea how to fix this? > > thanks, > Markus Wigge > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From mikef at ack.berkeley.edu Tue Jul 17 13:12:21 2007 From: mikef at ack.berkeley.edu (Mike Friedman) Date: Tue, 17 Jul 2007 10:12:21 -0700 (PDT) Subject: [rt-users] Problem installing RTFM 2.2.0RC5 In-Reply-To: <0C0E09D7-86F9-4CC7-9710-69EB6A1FFD17@bestpractical.com> References: <20070712135747.H5649@malcolm.berkeley.edu> <20070713090108.I32434@malcolm.berkeley.edu> <933ED304-307A-4A2A-8AE1-9D3F03519DA2@bestpractical.com> <20070716200217.Y18153@malcolm.berkeley.edu> <0C0E09D7-86F9-4CC7-9710-69EB6A1FFD17@bestpractical.com> Message-ID: <20070717094349.S32088@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Tue, 17 Jul 2007 at 07:09 (-0400), Kevin Falcone wrote: > Makefile.PL for RTFM normally prompts you to find RT.pm, which is how it > would know to look in your local/lib Kevin, Yes, it did. It turns out I gave it the path to the default RT.pm, not my local/lib/RT.pm. But the contents are the same except for my mod which changes 'gmtime' to 'localtime' for RT logging. In particular, the value in RT.pm of '$LocalPath' is the same, namely '/users/ist-rt/RT/rt/ist-rt/local'. Yet that's not being put into the RTFM Makefile: In the Makefile, for the target 'initdb', this appears: -Ilib -I/opt/rt3/local/lib -I"/users/ist-rt/RT/rt/ist-rt/lib" rather than -Ilib -I"/users/ist-rt/RT/rt/ist-rt/local/lib" -I"/users/ist-rt/RT/rt/ist-rt/lib" as I would have expected. That's why I wound up making the above change myself directly in the Makefile. > What happens if you do > > PERL5LIB/users/ist-rt/RT/rt/ist-rt/local/lib perl Makefile.PL `cat > ../perl5prefs-ist-rt ` I'm not clear on what that is supposed to mean; as shown above, it wouldn't work. (Also, my shell is tcsh, so I'm sure a different syntax is required anyway). BTW: My PERL5LIB environment variable is set to point to all my local perl libraries: /users/ist-rt/lib/perl5:/users/ist-rt/lib/perl5/site_perl:/users/ist-rt/lib/perl:/users/ist-rt/lib/perl/5.8.8:/users/ist-rt/share/perl:/users/ist-rt/share/perl/5.8.8 What I'd really like to know now is whether the variable settings as I have them in my 'perl5prefs' file are correct for installing RT stuff with Makefile.PL: PREFIX=/users/ist-rt/RT/rt/ist-rt/share \ INSTALLPRIVLIB=/users/ist-rt/share/perl/5.8.8 \ INSTALLSITELIB=/users/ist-rt/RT/rt/ist-rt/local/lib \ INSTALLARCHLIB=/users/ist-rt/lib/perl/5.8.8 \ INSTALLSITEARCH=/users/ist-rt/lib/perl5/site_perl \ INSTALLSITEBIN=/users/ist-rt/RT/rt/ist-rt/bin \ INSTALLSCRIPT=/users/ist-rt/RT/rt/ist-rt/sbin \ INSTALLSITEMAN1DIR=/users/ist-rt/lib/perl5/man \ INSTALLSITEMAN3DIR=/users/ist-rt/lib/perl5/man/man3 \ SITEARCHEXP=/users/ist-rt/lib/perl5/site_perl where o /users/ist-rt/ is my home directory, o /users/ist-rt/RT/rt/ist-rt is the directory under which this RT instance is installed. It took me a long time to figure out what those variable values should be, based on what got expanded when I installed the BrandedQueues extension using default values. The hard part was mapping default libraries into the ones under my home directory. Perhaps some of the above values are not correct. Could you tell me if they look right, since these setting are what I would use whenever I use Makefile.PL in the future? Thanks. Mike _________________________________________________________________________ Mike Friedman Information Services & Technology mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRpz4eK0bf1iNr4mCEQLsvwCeKioZn0uQf5jRv3G7Xds3PMGyb9cAn1LN CS/mwFfxjXdCI2sCpuYkhkUG =B5yH -----END PGP SIGNATURE----- From chris.poupart at mcgill.ca Tue Jul 17 13:32:35 2007 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Tue, 17 Jul 2007 13:32:35 -0400 Subject: [rt-users] Query Builder Problems Message-ID: <469CFD33.9070903@mcgill.ca> Hi All, I am in the process of upgrading our installation (and migrating to a new server) from 3.2.2 to 3.6.1. So far, I haven't had any problems, except for some performance issues with the Query Builder. Specifically, the behaviour for populating the drop down list for the "Owner" field in 3.2.2 is simply to list all the currently authorized users. This limits you in that you can't search by people who have been deactivated, etc. In 3.6 (and i think even in 3.4) this behaviour was changed and the drop down is populated with ALL users, including deactivated users. This is a huge performance hit for us as it loads a few thousand names. Instead of the Build.html page loading in under a second, it takes roughly 20 seconds. As well, with that many names in the dropdown, it is almost completely useless to use. I am unfortunately not much of a Perl hacker, and so I am not sure where to make the changes to fix this. Ideally, I would love to replace the drop-down with a text field for free-form entry, but barring that, I would settle with returning the behaviour to the way that it is in 3.2. Any hints would be much appreciated. Thanks! Chris Poupart Network System Administrator Development, Alumni and University Relations McGill University From barnesaw at ucrwcu.rwc.uc.edu Tue Jul 17 14:15:32 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 17 Jul 2007 14:15:32 -0400 Subject: [rt-users] Query Builder Problems In-Reply-To: <469CFD33.9070903@mcgill.ca> References: <469CFD33.9070903@mcgill.ca> Message-ID: <469D0744.4050609@ucrwcu.rwc.uc.edu> Somewhere, somehow, all of your users have "OwnTicket" rights. RTx::RightsMatrix can help you track this down. Chris Poupart wrote: > Hi All, > > I am in the process of upgrading our installation (and migrating to a > new server) from 3.2.2 to 3.6.1. > > So far, I haven't had any problems, except for some performance issues > with the Query Builder. > > Specifically, the behaviour for populating the drop down list for the > "Owner" field in 3.2.2 is simply to list all the currently authorized > users. This limits you in that you can't search by people who have > been deactivated, etc. > > In 3.6 (and i think even in 3.4) this behaviour was changed and the > drop down is populated with ALL users, including deactivated users. > This is a huge performance hit for us as it loads a few thousand > names. Instead of the Build.html page loading in under a second, it > takes roughly 20 seconds. As well, with that many names in the > dropdown, it is almost completely useless to use. > > I am unfortunately not much of a Perl hacker, and so I am not sure > where to make the changes to fix this. Ideally, I would love to > replace the drop-down with a text field for free-form entry, but > barring that, I would settle with returning the behaviour to the way > that it is in 3.2. > > Any hints would be much appreciated. > > Thanks! > > Chris Poupart > Network System Administrator > Development, Alumni and University Relations > McGill University > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From KFCrocker at lbl.gov Tue Jul 17 14:59:30 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 17 Jul 2007 11:59:30 -0700 Subject: [rt-users] I miss the "in-reply-to" header in status change notifications In-Reply-To: <47BDF583-AC12-4E99-94F7-53C41DC0A98A@bestpractical.com> References: <469CD07F.4000104@marcant.net> <47BDF583-AC12-4E99-94F7-53C41DC0A98A@bestpractical.com> Message-ID: <469D1192.5030002@lbl.gov> Jesse, I found this as well with the "autoreply" template. Our other templates are customized so they may not count. What I got was: Subject: [lbl.gov #54325] New Ticket Created! From: "TSG Request Tracker Support / Technical Services via RT" Reply-To: tsg-rt at iss-mail.lbl.gov In-Reply-To: References: Message-ID: The E_mail was received and recorded so I don't really see the problem since the E_mail was not in reply to any form of correspondence but generated due to a scrip. This may not be what you're looking for. However, I got the same thing in sending a reply from the ticket as well: Subject: [lbl.gov #54325] testing test script5 From: "Kenn Crocker via RT" Reply-To: tsg-rt at iss-mail.lbl.gov In-Reply-To: References: Message-ID: Hope this helps. Kenn LBNL Jesse Vincent wrote: > Can anyone else replicate this? I haven't seen it. (But it most > certainly would be a regression if it were reproducible) > > > On Jul 17, 2007, at 10:21 AM, Markus Wigge wrote: > >> Hi everyone, >> >> we recently upgraded our 3.4.1 RT to 3.6.4 and noticed an anoying change >> in the behavior of sending status change notifications. >> >> Formerly the sent mail had an "in-reply-to" and/or "references" header, >> so mutt was able to display a complete ticket as thread. >> >> But since 3.6.4 these header fields are missing, so the thread view is >> quite uncomplete now. >> >> Has anybody an idea how to fix this? >> >> thanks, >> Markus Wigge >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 joliver at john-oliver.net Tue Jul 17 15:00:15 2007 From: joliver at john-oliver.net (John Oliver) Date: Tue, 17 Jul 2007 12:00:15 -0700 Subject: [rt-users] Configuring Apache for RT In-Reply-To: References: <20070717001459.GA6486@ns.sdsitehosting.net> Message-ID: <20070717190015.GF31456@ns.sdsitehosting.net> On Mon, Jul 16, 2007 at 07:51:20PM -0500, jmoseley at corp.xanadoo.com wrote: > First, you probably didn't install mod_perl or any flavor of FastCGI. To > install FastCGI in Fedora: > > yum install mod_fcgid True. I was trying to follow the wiki. Since the FC6 wiki is neaarly completely unusable for FC7, I've started an FC7 InstallGuide and am endeavoring to make it far more useful to folks in my position, who don't know these secrets :-) > Next, you can't just include that virtual host config verbatim - it isn't > going to work - you have to modify it for your system. That code assumes > you are using Apache's FastCGI module, for one... That's exactly what I'm talking about :-) As far as I can see, there should be one "right" way to make this work under FC7, the way that presupposes all of the ways FC7 will have RT and its' dependencies installed. > Instead, create an > rt.conf file in /etc/httpd/conf.d. Put the following in it: > > LoadModule fcgid_module modules/mod_fcgid.so > > # Use FastCGI to process .fcg .fcgi & .fpl scripts > # Don't do this if mod_fastcgi is present, as it will try to do the same > thing > > AddHandler fcgid-script fcg fcgi fpl > > > # Sane place to put sockets and shared memory file > SocketPath run/mod_fcgid > SharememPath run/fcgid_shm > > # Main instance > Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > This assumes the Fedora RT RPM was installed in /opt/rt3 Which it isn't... /usr/share/rt3/html/ is where rt3 lives under FC7 Anyway... the RPM installs /etc/httpd/conf.d/rt3.conf: Alias /rt3 "/usr/share/rt3/html" PerlRequire /usr/sbin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Out of the box, that doesn't work. httpd will start, but I get the message about the web server not being configured. I pasted in the example you gave above and modified it to the FC7 defaults: LoadModule mod_fcgid.so # Use FastCGI to process .fcg .fcgi & .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing AddHandler fcgid-script fcg fcgi fpl # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /usr/share/rt3/html/NoAuth/images/ #ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ ScriptAlias /rt /usr/sbin/mason_handler.fcgi However, the "LoadModule mod_fcgid.so" makes httpd fail to start without any error logged to error_log, so I'm dead in the water again :-( -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From slackamp at gmail.com Tue Jul 17 15:56:04 2007 From: slackamp at gmail.com (slamp slamp) Date: Tue, 17 Jul 2007 15:56:04 -0400 Subject: [rt-users] RT At A Glance per group Message-ID: <78926d250707171256n74e0621bvbb59c96cca480003@mail.gmail.com> is there a way to customize RT At A Glance per group? I only see configuration on a Global basis or on a per user basis. I need this to customize what each group can see in the rt at a glance. I have a search that shows oldest unowned tickets and i have a group that can see everything. but of course i do not want this group to show all unowned from other groups. From sunlist at yahoo.com Tue Jul 17 16:33:37 2007 From: sunlist at yahoo.com (mailing list) Date: Tue, 17 Jul 2007 13:33:37 -0700 (PDT) Subject: [rt-users] FastCGI issues? In-Reply-To: Message-ID: <283148.58435.qm@web63802.mail.re1.yahoo.com> Tried both the solutions below, stop/start apache, but still no go. Is it possible to run RT without FastCGI or an alternative to FastCGI? It could be Apache setup, but I like to eliminate the possibility, etc. Mike --- jmoseley at corp.xanadoo.com wrote: > Change your SiteConfig to: > > Set($WebBaseURL , "https://rt.abc.com"); > Set($WebImagesURL , "/NoAuth/images/"); > > Drop all the webport stuff - you don't need it. > > In your rt.conf file, add: > > Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > Or possibly just: Alias NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > The difference is how RT has relative paths setup in all the Perl code... > I am not sure. > > Lastly, change DocumentRoot in rt.conf to: > > /opt/rt3 > > If that doesn't work, I'd suggest backing out of making RT the root of your > virtual server and just make it a subdirectory and see if you can get it > going that way: > > Set($WebPath , "/rt"); > Set($WebBaseURL , "https://rt.abc.com"); > Set($WebImagesURL , $WebPath . "/NoAuth/images/"); > > In rt.conf > > Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > DocumentRoot /opt/rt3 > > Your RT URL would then be: https://rt.abc.com/rt/ (don't forget the > trailing slash) > > If the latter setup works, you are just going to have to play around with > your Apache virtual directory setup until you get it working correctly. > > > > James Moseley ____________________________________________________________________________________ Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ From torsten.brumm at Kuehne-Nagel.com Tue Jul 17 16:39:53 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 17 Jul 2007 22:39:53 +0200 Subject: AW: Re: [rt-users] FastCGI issues? Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039448560B@w3hamboex11.ger.win.int.kn> Try fcgid its also good, has much more options and it is not a dead pproject like fast_cgi. Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: jmoseley at corp.xanadoo.com CC: rt-users at lists.bestpractical.com Sent: Tue Jul 17 22:33:37 2007 Subject: Re: [rt-users] FastCGI issues? Tried both the solutions below, stop/start apache, but still no go. Is it possible to run RT without FastCGI or an alternative to FastCGI? It could be Apache setup, but I like to eliminate the possibility, etc. Mike --- jmoseley at corp.xanadoo.com wrote: > Change your SiteConfig to: > > Set($WebBaseURL , "https://rt.abc.com"); > Set($WebImagesURL , "/NoAuth/images/"); > > Drop all the webport stuff - you don't need it. > > In your rt.conf file, add: > > Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > Or possibly just: Alias NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > The difference is how RT has relative paths setup in all the Perl code... > I am not sure. > > Lastly, change DocumentRoot in rt.conf to: > > /opt/rt3 > > If that doesn't work, I'd suggest backing out of making RT the root of your > virtual server and just make it a subdirectory and see if you can get it > going that way: > > Set($WebPath , "/rt"); > Set($WebBaseURL , "https://rt.abc.com"); > Set($WebImagesURL , $WebPath . "/NoAuth/images/"); > > In rt.conf > > Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > DocumentRoot /opt/rt3 > > Your RT URL would then be: https://rt.abc.com/rt/ (don't forget the > trailing slash) > > If the latter setup works, you are just going to have to play around with > your Apache virtual directory setup until you get it working correctly. > > > > James Moseley ____________________________________________________________________________________ Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Tue Jul 17 17:36:26 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 17 Jul 2007 16:36:26 -0500 Subject: [rt-users] Configuring Apache for RT In-Reply-To: <20070717190015.GF31456@ns.sdsitehosting.net> Message-ID: You state starting apache still fails... I assume you did do the following: yum install mod_fcgid Honestly, I would uninstall the RT3 RPM and install RT from source. Documentation is fairly straightforward. James Moseley John Oliver To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] Configuring Apache for RT 07/17/2007 02:00 PM On Mon, Jul 16, 2007 at 07:51:20PM -0500, jmoseley at corp.xanadoo.com wrote: > First, you probably didn't install mod_perl or any flavor of FastCGI. To > install FastCGI in Fedora: > > yum install mod_fcgid True. I was trying to follow the wiki. Since the FC6 wiki is neaarly completely unusable for FC7, I've started an FC7 InstallGuide and am endeavoring to make it far more useful to folks in my position, who don't know these secrets :-) > Next, you can't just include that virtual host config verbatim - it isn't > going to work - you have to modify it for your system. That code assumes > you are using Apache's FastCGI module, for one... That's exactly what I'm talking about :-) As far as I can see, there should be one "right" way to make this work under FC7, the way that presupposes all of the ways FC7 will have RT and its' dependencies installed. > Instead, create an > rt.conf file in /etc/httpd/conf.d. Put the following in it: > > LoadModule fcgid_module modules/mod_fcgid.so > > # Use FastCGI to process .fcg .fcgi & .fpl scripts > # Don't do this if mod_fastcgi is present, as it will try to do the same > thing > > AddHandler fcgid-script fcg fcgi fpl > > > # Sane place to put sockets and shared memory file > SocketPath run/mod_fcgid > SharememPath run/fcgid_shm > > # Main instance > Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > This assumes the Fedora RT RPM was installed in /opt/rt3 Which it isn't... /usr/share/rt3/html/ is where rt3 lives under FC7 Anyway... the RPM installs /etc/httpd/conf.d/rt3.conf: Alias /rt3 "/usr/share/rt3/html" PerlRequire /usr/sbin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Out of the box, that doesn't work. httpd will start, but I get the message about the web server not being configured. I pasted in the example you gave above and modified it to the FC7 defaults: LoadModule mod_fcgid.so # Use FastCGI to process .fcg .fcgi & .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing AddHandler fcgid-script fcg fcgi fpl # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /usr/share/rt3/html/NoAuth/images/ #ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ ScriptAlias /rt /usr/sbin/mason_handler.fcgi However, the "LoadModule mod_fcgid.so" makes httpd fail to start without any error logged to error_log, so I'm dead in the water again :-( -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From chris.poupart at mcgill.ca Tue Jul 17 17:36:42 2007 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Tue, 17 Jul 2007 17:36:42 -0400 Subject: [rt-users] Query Builder Problems In-Reply-To: <469D0744.4050609@ucrwcu.rwc.uc.edu> References: <469CFD33.9070903@mcgill.ca> <469D0744.4050609@ucrwcu.rwc.uc.edu> Message-ID: <469D366A.4060003@mcgill.ca> Thanks Drew, I have RTx:RightsMatrix installed, and I am looking through. So far there is nothing obvious, unless I am missing something. I don't have an over-abundance of queues, so I may just go through them and double-check the permissions for groups that would apply to everyone (really only the default global groups). -- chris Drew Barnes wrote: > Somewhere, somehow, all of your users have "OwnTicket" rights. > > RTx::RightsMatrix can help you track this down. > > > Chris Poupart wrote: > >> Hi All, >> >> I am in the process of upgrading our installation (and migrating to a >> new server) from 3.2.2 to 3.6.1. >> >> So far, I haven't had any problems, except for some performance issues >> with the Query Builder. >> >> Specifically, the behaviour for populating the drop down list for the >> "Owner" field in 3.2.2 is simply to list all the currently authorized >> users. This limits you in that you can't search by people who have >> been deactivated, etc. >> >> In 3.6 (and i think even in 3.4) this behaviour was changed and the >> drop down is populated with ALL users, including deactivated users. >> This is a huge performance hit for us as it loads a few thousand >> names. Instead of the Build.html page loading in under a second, it >> takes roughly 20 seconds. As well, with that many names in the >> dropdown, it is almost completely useless to use. >> >> I am unfortunately not much of a Perl hacker, and so I am not sure >> where to make the changes to fix this. Ideally, I would love to >> replace the drop-down with a text field for free-form entry, but >> barring that, I would settle with returning the behaviour to the way >> that it is in 3.2. >> >> Any hints would be much appreciated. >> >> Thanks! >> >> Chris Poupart >> Network System Administrator >> Development, Alumni and University Relations >> McGill University >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From joliver at john-oliver.net Tue Jul 17 19:07:03 2007 From: joliver at john-oliver.net (John Oliver) Date: Tue, 17 Jul 2007 16:07:03 -0700 Subject: [rt-users] Configuring Apache for RT In-Reply-To: References: <20070717190015.GF31456@ns.sdsitehosting.net> Message-ID: <20070717230703.GA4545@ns.sdsitehosting.net> On Tue, Jul 17, 2007 at 04:36:26PM -0500, jmoseley at corp.xanadoo.com wrote: > You state starting apache still fails... I assume you did do the > following: > > yum install mod_fcgid Yes. > Honestly, I would uninstall the RT3 RPM and install RT from source. > Documentation is fairly straightforward. Not an option. I wasted a week trying to resolve an endless string of dependencies and was never able to get anywhere close to where I am now. The fact that there are RPMs available in the yum repositories is more likely to mean that someone has been able to make them work, rather than someone is just a sadistic bastard. I just wish they had bothered to document the process. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From joliver at john-oliver.net Tue Jul 17 19:18:24 2007 From: joliver at john-oliver.net (John Oliver) Date: Tue, 17 Jul 2007 16:18:24 -0700 Subject: [rt-users] Has anyone gotten RT working under FC as installed from yum? Message-ID: <20070717231824.GB4545@ns.sdsitehosting.net> A while ago, I wasted a huge amount of time trying to get RT working from source. I got an endless string of unresolved, and unresolvable, dependencies, and I have no wish to revisit that hell. Since RT is available from the Fedora Core Extras, I have to assume that means that it can be made to work with items installed from RPMs via yum. The InstallGuides on the wiki just aren't close to being complete, and I'm trying to get a working install *and* document the process so that the next poor bastard who just wants a working RT install doesn't need to get an advanced degree in atomic rocket surgery to do it :-) If anyone has gotten RT working with fedora Core via the RPMs, I could really, really use some help. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From theillien at yahoo.com Tue Jul 17 19:19:09 2007 From: theillien at yahoo.com (Mathew) Date: Tue, 17 Jul 2007 19:19:09 -0400 Subject: [rt-users] Has anyone gotten RT working under FC as installed from yum? In-Reply-To: <20070717231824.GB4545@ns.sdsitehosting.net> References: <20070717231824.GB4545@ns.sdsitehosting.net> Message-ID: <469D4E6D.8020004@yahoo.com> John Oliver wrote: > A while ago, I wasted a huge amount of time trying to get RT working > from source. I got an endless string of unresolved, and unresolvable, > dependencies, and I have no wish to revisit that hell. > > Since RT is available from the Fedora Core Extras, I have to assume that > means that it can be made to work with items installed from RPMs via > yum. The InstallGuides on the wiki just aren't close to being > complete, and I'm trying to get a working install *and* document the > process so that the next poor bastard who just wants a working RT > install doesn't need to get an advanced degree in atomic rocket surgery > to do it :-) > > If anyone has gotten RT working with fedora Core via the RPMs, I could > really, really use some help. > Have you tried to install the source package yet? It might be easier. Mathew Keep up with my goings on at http://theillien.blogspot.com From jmoseley at corp.xanadoo.com Tue Jul 17 19:36:28 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Tue, 17 Jul 2007 18:36:28 -0500 Subject: [rt-users] Configuring Apache for RT In-Reply-To: <20070717230703.GA4545@ns.sdsitehosting.net> Message-ID: Choose the method you prefer, but I would at least try. Other than Apache and either mod_perl or some flavor of a FastCGI module, your only dependencies are Perl modules. Install the CPAN installer and use the 'make fixdeps' option within the RT source code to install what it can. Then install the rest of the rest of the modules via yum. Finally, the few that possibly don't install, get the source from CPAN and manually install those last few Perl modules. At this point, you're basically done. You at least need to read the documentation on RT's website to know how to configure Apache as well as the RT_SiteConfig.pm file. Almost nothing you install (Apache, Postfix, etc) via yum is going to work with the default config files - you must read and understand the documentation and make the changes necessary - this goes for RT as well. Lastly, you should download the RT source, gunzip, untar, etc, read the docs, do a './configure' and then do 'make testdeps' to see if you are missing any dependencies that should have been installed during the yum install of RT. At least that will tell you if you are missing anything. If you are unwilling to do this, that's fine, but the help you receive on this site is going to be limited. James Moseley John Oliver To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] Configuring Apache for RT 07/17/2007 06:07 PM On Tue, Jul 17, 2007 at 04:36:26PM -0500, jmoseley at corp.xanadoo.com wrote: > You state starting apache still fails... I assume you did do the > following: > > yum install mod_fcgid Yes. > Honestly, I would uninstall the RT3 RPM and install RT from source. > Documentation is fairly straightforward. Not an option. I wasted a week trying to resolve an endless string of dependencies and was never able to get anywhere close to where I am now. The fact that there are RPMs available in the yum repositories is more likely to mean that someone has been able to make them work, rather than someone is just a sadistic bastard. I just wish they had bothered to document the process. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From svitter at list.ru Tue Jul 17 23:20:44 2007 From: svitter at list.ru (Viktor) Date: Wed, 18 Jul 2007 07:20:44 +0400 Subject: [rt-users] Net monitoring solution Message-ID: Hello, I am looking for a net monitoring solution, to monitor some hosts load averages, memory consumption, I/O perfomance, mails received etc. Have some experience with rt, but not RTIR/RTFM (what are they? some 'shells' around RT or what?) So far I have installed nagios but alas - it seems it doesn't provide convenient graphs on 'normal' activity, it does provide them on outages and failures... I am a capable Perl/PHP engeneer, familiar with rrdtool. I think nagios + n2rrd + rrdtool + rt(rtir?) is what I am looking for. Other options include some SNMP daemon with cacti or oreon, again coupled with rt. Unfortunately I am not familiar with SNMP, so I don't know what direction to dig at. Could anyone please share his experience on this matter? I think that's quite a common task to monitor hosts activity, to plot these graphs and receive fault notifications. Any help would be appreciated thankfully. From rlong at bluegecko.net Tue Jul 17 23:09:55 2007 From: rlong at bluegecko.net (Robert Long) Date: Tue, 17 Jul 2007 20:09:55 -0700 Subject: [rt-users] Has anyone gotten RT working under FC as installed from yum? In-Reply-To: <20070717231824.GB4545@ns.sdsitehosting.net> References: <20070717231824.GB4545@ns.sdsitehosting.net> Message-ID: <469D8483.1060703@bluegecko.net> We have a couple of RT installs from RPM, 3.6.3 (upgrading tonight to 3.6.4) under FC6, and a 3.4.5 under CentOS 5. I don't recall doing anything particular that needed to be done in either case, save for a modification in the 3.6.x code that I've posted on this list a few times, but I think that might have more to do with my particular Apache setup than anything else*. What type of difficulty are you experiencing? Could you break what isn't working down into some categories such as Apache, database, perl, and configuration? .r' * didn't need this tweak when I installed from source on CentOS 5, so not really sure what that's all about... John Oliver wrote: > A while ago, I wasted a huge amount of time trying to get RT working > from source. I got an endless string of unresolved, and unresolvable, > dependencies, and I have no wish to revisit that hell. > > Since RT is available from the Fedora Core Extras, I have to assume that > means that it can be made to work with items installed from RPMs via > yum. The InstallGuides on the wiki just aren't close to being > complete, and I'm trying to get a working install *and* document the > process so that the next poor bastard who just wants a working RT > install doesn't need to get an advanced degree in atomic rocket surgery > to do it :-) > > If anyone has gotten RT working with fedora Core via the RPMs, I could > really, really use some help. > > From theillien at yahoo.com Tue Jul 17 23:49:49 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Tue, 17 Jul 2007 23:49:49 -0400 Subject: [rt-users] System-wide Default Refresh Rate In-Reply-To: References: <4695FD60.2080700@yahoo.com> <46997E6E.8000806@yahoo.com> Message-ID: <469D8DDD.8030907@yahoo.com> Ian Norton wrote: > Hi Mathew, > >> Sadly, this won't work for the 3.6 branch autohandler. :( >> HomeRefreshPeriod >> isn't found anywhere in it. Heck, I can't seem to find it anywhere >> using grep. >> I know it's there somewhere though. > > You did apply the patch, didn't you? By the looks of it, the patch > fails against the 3.6.4 source I just untarred to check it against. > Here's an updated version: > > > --- html/autohandler 2007-04-24 18:21:42.000000000 +0100 > +++ html/autohandler 2007-07-15 15:05:40.000000000 +0100 > @@ -196,6 +196,8 @@ > if ( defined $new_user_info->{$attribute} ); > } > $session{'CurrentUser'}->Load($user); > + $session{'home_refresh_interval'} = > $RT::HomeRefreshPeriod; > + $session{'tickets_refresh_interval'} = > $RT::TicketsRefreshPeriod; > } > else { > > @@ -243,6 +245,8 @@ > if ( !$session{'CurrentUser'} && defined $user && defined $pass ) { > $session{'CurrentUser'} = RT::CurrentUser->new(); > $session{'CurrentUser'}->Load($user); > + $session{'home_refresh_interval'} = $RT::HomeRefreshPeriod; > + $session{'tickets_refresh_interval'} = $RT::TicketsRefreshPeriod; > > unless ( $session{'CurrentUser'}->id > && $session{'CurrentUser'}->IsPassword($pass) ) > > > The HomeRefreshPeriod variable won't appear in the source until the > patch is applied. > > Regards, Ian. > I added the lines listed, logged out and then logged in again to make sure the session was reset. Still no system-wide change. Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com From lesmikesell at gmail.com Wed Jul 18 00:11:31 2007 From: lesmikesell at gmail.com (Les Mikesell) Date: Tue, 17 Jul 2007 23:11:31 -0500 Subject: [rt-users] Net monitoring solution In-Reply-To: References: Message-ID: <469D92F3.5030601@gmail.com> Viktor wrote: > I am looking for a net monitoring solution, to monitor some hosts load averages, memory consumption, I/O perfomance, mails received etc. > Have some experience with rt, but not RTIR/RTFM (what are they? some 'shells' around RT or what?) > So far I have installed nagios but alas - it seems it doesn't provide convenient graphs on 'normal' activity, it does provide them on outages and failures... > > I am a capable Perl/PHP engeneer, familiar with rrdtool. I think nagios + n2rrd + rrdtool + rt(rtir?) is what I am looking for. Other options include some SNMP daemon with cacti or oreon, again coupled with rt. > > Unfortunately I am not familiar with SNMP, so I don't know what direction to dig at. Could anyone please share his experience on this matter? I think that's quite a common task to monitor hosts activity, to plot these graphs and receive fault notifications. > > Any help would be appreciated thankfully. Generally you just enable snmp on the hosts and run a polling/monitor package to collect and plot the results. Cacti is pretty easy to set up, but if you have enough hosts to make auto-discovery worth the effort of a more complex package you might like opennms: http://www.opennms.org. -- Les Mikesell lesmikesell at gmail.com From benr at tlcdatasecurity.com.au Wed Jul 18 02:37:39 2007 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Wed, 18 Jul 2007 16:37:39 +1000 Subject: [rt-users] Show updated tickets In-Reply-To: References: <3F63AA5E6554DB4D92D1DBB1D4A804626D67DF@kookaburra.TLCIT.biz> <3F63AA5E6554DB4D92D1DBB1D4A804626D6AED@kookaburra.TLCIT.biz> Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A804626D6C23@kookaburra.TLCIT.biz> Dirk, Thanks for this. I have had a go at making this work and I am finding that Mason seems to be reporting errors within the ColumnMap.obj file: <...snip...> my ( $COLUMN_MAP ); { my %pos; for ( my $x = 0; $x < @_; $x += 2 ) { $pos{ $_[$x] } = $x + 1; } #line 2 /opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap/ ColumnMap $COLUMN_MAP = exists $pos{'COLUMN_MAP'} ? $_[ $pos{'COLUMN_MAP'} ] : undef; } $m->debug_hook( $m->current_comp->path ) if ( HTML::Mason::Compiler::IN_PERL_DB() ); #line 4 /opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap/ ColumnMap if ($COLUMN_MAP) { $COLUMN_MAP->{'luid'} = { <...snip...> Mason is a world of voodoo I have yet to get a handle on and as such I have no idea what it's crying about. What I do know is that I see no tangible changes within the Search options. :( Are you able to point me in a direction to fix this? Thanks, BenR -----Original Message----- From: Dirk Pape [mailto:pape-rt at inf.fu-berlin.de] Sent: Wednesday, 18 July 2007 1:46 AM To: Ben Robson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Show updated tickets Hello Ben, --Am 18. Juli 2007 01:04:34 +1000 schrieb Ben Robson : > I am attempting to work out how to highlight tickets in searches that > were last updated by someone other than the owner. > we do so here by using attached Callback in /path/to/rt/local/html/Callbacks/MI/Elements/RT__Ticket/ColumnMap/Column Map this enables a column "luid" which can be used instead of "id" in layout specification of a search. We than modified the standard search for "Ticket I own" (root has to do this) to use luid instead of id as column (see screenshot). You can customize colour by implementing the css. We also use "openid" instead of "id" in search "Unowned Tickets" because we hate already opened Tickets which are still unowned. 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 ****** Internet + Voice + Telephony + IT Services + Hardware/Software ****** February 2007 - Systems integration company TLC IT's product / services expansion is complete, with the introduction of Voice and Internet services rounding out their Juniper Elite Security Partnership, Avaya Telephony and traditional IT Infrastructure support services. "With the expansion of our business into Telephony and Security over the past 18 months, it made perfect sense to introduce Voice and Data services" stated Managing Director Alan Champan. "Clients want a single point of contact or more importantly a single point of responsibility when it comes to managing all these services, our client enjoy not only the benefits of dealing with one organisation, but also cost savings by combining all these services, both in management and direct product costs, it is a win / win situation." TLC IT is set to become one of the largest IT & T organisations in Australia, for further information on our services visit www.tlcit.biz or call 03 9922 0000 The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorised to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it, and any associated attachments, from your system. Thank you. From weser at osp-dd.de Wed Jul 18 03:00:30 2007 From: weser at osp-dd.de (Benjamin Weser) Date: Wed, 18 Jul 2007 09:00:30 +0200 Subject: [rt-users] Configuring Apache for RT In-Reply-To: References: Message-ID: <469DBA8E.40209@osp-dd.de> An HTML attachment was scrubbed... URL: From m.vanveen at franksolutions.nl Wed Jul 18 03:06:23 2007 From: m.vanveen at franksolutions.nl (Machiel van Veen) Date: Wed, 18 Jul 2007 09:06:23 +0200 Subject: [rt-users] Move e-mail automaticly to queue? In-Reply-To: <469CE3FA.4010704@pipex.net> References: <200707171710.33278.m.vanveen@franksolutions.nl> <469CE3FA.4010704@pipex.net> Message-ID: <200707180906.24579.m.vanveen@franksolutions.nl> Hello, Many thanks for all the tips, plenty of options for me to get it going. -- Thanks again and best regards, Machiel van Veen From mwigge at marcant.net Wed Jul 18 04:09:49 2007 From: mwigge at marcant.net (Markus Wigge) Date: Wed, 18 Jul 2007 10:09:49 +0200 Subject: [rt-users] I miss the "in-reply-to" header in status change notifications In-Reply-To: <469D1192.5030002@lbl.gov> References: <469CD07F.4000104@marcant.net> <47BDF583-AC12-4E99-94F7-53C41DC0A98A@bestpractical.com> <469D1192.5030002@lbl.gov> Message-ID: <469DCACD.70802@marcant.net> Hi again, > Subject: [lbl.gov #54325] New Ticket Created! > From: "TSG Request Tracker Support / Technical Services via RT" > > Reply-To: tsg-rt at iss-mail.lbl.gov > In-Reply-To: > References: > Message-ID: Well, thats quite the same for me. When I open a ticket using the web UI I get email like: ------------------------------------------------------------- Subject: [MarcanT #22324] (support) test via web [new] In-Reply-To: RT-Ticket: MarcanT #22324 References: Message-ID: ------------------------------------------------------------- And as far as I understood it this is the correct behavior. When I open a ticket by email on the other hand I get a "In-Reply-To" entry as here: ------------------------------------------------------------- Subject: [MarcanT #22327] test2 via mail In-Reply-To: <469C90DB.4020403 at marcant.net> RT-Ticket: MarcanT #22327 References: <469C90DB.4020403 at marcant.net> Message-ID: ------------------------------------------------------------- So this references the opening email correctly. Now I add a comment to this ticket by mail or by web UI, that does'nt matter: ------------------------------------------------------------- Subject: Re: [MarcanT #22327] (support) test2 via mail [new] In-Reply-To: <469C953C.6060507 at marcant.net> RT-Ticket: MarcanT #22327 References: <469C90DB.4020403 at marcant.net> +<469C953C.6060507 at marcant.net> Message-ID: ------------------------------------------------------------- This comment references the ticket mail already sent to me, so my mail client is able to display this as a thread. But the worse things are status chages like "new to open" or "open to resolved": ------------------------------------------------------------- Subject: [MarcanT #22327] Status Changed to: resolved RT-Ticket: MarcanT #22327 Message-ID: ------------------------------------------------------------- nothing here, neither "In-Reply-To:" nor "References:". Thus my client displays these mails as separate mails not belonging to the ticket... And this behavior definitivly changed from 3.4.1 to 3.6.{3,4}. So now we are actually thinking about a downgrade to get back a working threaded view. bye, Markus From tcarcelen at gmail.com Wed Jul 18 05:18:52 2007 From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=) Date: Wed, 18 Jul 2007 11:18:52 +0200 Subject: [rt-users] Noc ticketing features Message-ID: <7123c5c40707180218n751d0ad4mc79ad03945e8ff87@mail.gmail.com> Hi all, Can anyone help me about what are the features that make RT an aplication destinated to NOC ticketing systems?Why RT manages these tasks ? Thanks in advance Best Regards Teresa From pape-rt at inf.fu-berlin.de Wed Jul 18 07:26:10 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 18 Jul 2007 13:26:10 +0200 Subject: [rt-users] Show updated tickets In-Reply-To: <3F63AA5E6554DB4D92D1DBB1D4A804626D6C23@kookaburra.TLCIT.biz> References: <3F63AA5E6554DB4D92D1DBB1D4A804626D67DF@kookaburra.TLCIT.biz> <3F63AA5E6554DB4D92D1DBB1D4A804626D6AED@kookaburra.TLCIT.biz> <3F63AA5E6554DB4D92D1DBB1D4A804626D6C23@kookaburra.TLCIT.biz> Message-ID: Hello Ben, --Am 18. Juli 2007 16:37:39 +1000 schrieb Ben Robson : > Mason is a world of voodoo I have yet to get a handle on and as such I > have no idea what it's crying about. What I do know is that I see no > tangible changes within the Search options. :( > > Are you able to point me in a direction to fix this? sorry, I fear I have not too much time to help you. Just two quick thoughts: Did you clear mason cache after restarting apache? rm -rf /path/to/rt/var/mason_data/obj I use our ColumnMap callback since version 3.6. Maybe you are running an older version? Then I dont know if it should work. 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 kfh at mqsoftware.com Wed Jul 18 07:22:05 2007 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 18 Jul 2007 06:22:05 -0500 Subject: [rt-users] Net monitoring solution In-Reply-To: References: Message-ID: <63BEA5E623E09F4D92233FB12A9F7943F46521@emailmn.mqsoftware.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Viktor > Sent: Tuesday, July 17, 2007 10:21 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Net monitoring solution > > Hello, > > I am looking for a net monitoring solution, to monitor some hosts load > averages, memory consumption, I/O perfomance, mails received etc. > Have some experience with rt, but not RTIR/RTFM (what are they? some > 'shells' around RT or what?) > So far I have installed nagios but alas - it seems it doesn't provide > convenient graphs on 'normal' activity, it does provide them on outages > and failures... > > I am a capable Perl/PHP engeneer, familiar with rrdtool. I think nagios > + n2rrd + rrdtool + rt(rtir?) is what I am looking for. Other options > include some SNMP daemon with cacti or oreon, again coupled with rt. > > Unfortunately I am not familiar with SNMP, so I don't know what > direction to dig at. Could anyone please share his experience on this > matter? I think that's quite a common task to monitor hosts activity, > to plot these graphs and receive fault notifications. > > Any help would be appreciated thankfully. [Kelly F. Hickel] Take a look at Zenoss http://www.zenoss.com -Kelly From dheistand at challiance.org Wed Jul 18 07:53:23 2007 From: dheistand at challiance.org (Dave Heistand) Date: Wed, 18 Jul 2007 07:53:23 -0400 Subject: [rt-users] Configuring Apache for RT In-Reply-To: <469DBA8E.40209@osp-dd.de> References: <469DBA8E.40209@osp-dd.de> Message-ID: <1184759603.4296.13.camel@tux.cphc.local> On Wed, 2007-07-18 at 09:00 +0200, Benjamin Weser wrote: > First I had a lot of trouble installing RT from source too. (On > OpenSuSE10.2). It worked for me like the Gobnat's "diary" at > http://wiki.bestpractical.com/view/OpenSuSE101InstallGuide. That > happened to me as I tried to evaluate RT on my working computer. Later > I installed it again on a server in our LAN without any possibility > for internet and the usage of yast or cpan or whatever. Was a little > bit annoying with all those perl dependencies, I bet I downloaded at > least 50 and installed them seperately. I needed a whole morning until > I was done with perl. On the other hand I just took mandatory packages > and absolutely no optional. Seems this saved me a lot of trouble which > happened like in the above mentioned "diary". > > So my recommendation is to try to install RT from source and do not > install any optional packages from perl. This is similar to what I did as I've always been worried about installing perl modules using perl -MCPAN -e shell due to potential file conflicts. I built all the perl modules RT requires as RPMS for CentOS using cpanflute2. There were a few RPMS that had issues, I think the DBI search builder module requires oracle unless you do some things to force it to not check for oracle. Off the bestpratical site I found a link to a repo that had older SRPMS and used them for a starting point for modules like that. At any rate, after spending some time getting those modules built it is easy to get RT and RTFM to install. I install RT/RTFM from source as it seems easier to upgrade and replicate RT to another server. Now when I want to upgrade or test an upgrade I just build a new CentOS server, copy the perl modules to the new server and do a rpm -ivh perl-* and then copy the database and rsync /opt/rt3 to the new server. RT does a nice job of checking for the perl modules it needs, so usually there are only one or two modules that need to be updated. I either use the SPEC file from the old module to build the new rpm or just use cpanflute to build a new rpm. Once I'm ready to move the new release into production I'll do a fresh install of the OS and perl modules and then a clean install of RT/RTFM from source after migrating the database. I plan to look into the fedora based RPMS that people mentioned earlier for the perl modules as I'd rather use 'official' SRPMs and rebuild them for my specific OS. I will still install RT/RTFM from source though as it makes it easier to stay current. > btw: Like Gobnat I didn't get FCGI to work on OpenSuSE10.2 but > mod_perl works just fine. > > To come back to topic: I didn't change much in the default apache > configuration. Just added mod_perl and mod_php5 and set up some > variables and my vhosts.conf and it worked well since then. > > I've spent much more time on configuring RT with all its rights etc > and I bet I'm not done yet ;) > > > > > jmoseley at corp.xanadoo.com schrieb: > > Choose the method you prefer, but I would at least try. Other than Apache > > and either mod_perl or some flavor of a FastCGI module, your only > > dependencies are Perl modules. Install the CPAN installer and use the > > 'make fixdeps' option within the RT source code to install what it can. > > Then install the rest of the rest of the modules via yum. Finally, the few > > that possibly don't install, get the source from CPAN and manually install > > those last few Perl modules. At this point, you're basically done. > > > > You at least need to read the documentation on RT's website to know how to > > configure Apache as well as the RT_SiteConfig.pm file. Almost nothing you > > install (Apache, Postfix, etc) via yum is going to work with the default > > config files - you must read and understand the documentation and make the > > changes necessary - this goes for RT as well. > > > > Lastly, you should download the RT source, gunzip, untar, etc, read the > > docs, do a './configure' and then do 'make testdeps' to see if you are > > missing any dependencies that should have been installed during the yum > > install of RT. At least that will tell you if you are missing anything. > > > > If you are unwilling to do this, that's fine, but the help you receive on > > this site is going to be limited. > > > > > > James Moseley > > > > > > > > > > > > John Oliver > > > ver.net> To > > Sent by: rt-users at lists.bestpractical.com > > rt-users-bounces@ cc > > lists.bestpractic > > al.com Subject > > Re: [rt-users] Configuring Apache > > for RT > > 07/17/2007 06:07 > > PM > > > > > > > > > > > > > > > > > > On Tue, Jul 17, 2007 at 04:36:26PM -0500, jmoseley at corp.xanadoo.com wrote: > > > > > You state starting apache still fails... I assume you did do the > > > following: > > > > > > yum install mod_fcgid > > > > > > > Yes. > > > > > > > Honestly, I would uninstall the RT3 RPM and install RT from source. > > > Documentation is fairly straightforward. > > > > > > > Not an option. I wasted a week trying to resolve an endless string of > > dependencies and was never able to get anywhere close to where I am now. > > > > The fact that there are RPMs available in the yum repositories is more > > likely to mean that someone has been able to make them work, rather than > > someone is just a sadistic bastard. I just wish they had bothered to > > document the process. > > > > -- > > *********************************************************************** > > * John Oliver http://www.john-oliver.net/ * > > * * > > *********************************************************************** > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > OSP Dresden > Benjamin Weser > +49 351 49723 102 > weser at osp-dd.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 benr at tlcdatasecurity.com.au Wed Jul 18 08:37:05 2007 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Wed, 18 Jul 2007 22:37:05 +1000 Subject: [rt-users] Show updated tickets In-Reply-To: References: <3F63AA5E6554DB4D92D1DBB1D4A804626D67DF@kookaburra.TLCIT.biz> <3F63AA5E6554DB4D92D1DBB1D4A804626D6AED@kookaburra.TLCIT.biz> <3F63AA5E6554DB4D92D1DBB1D4A804626D6C23@kookaburra.TLCIT.biz> Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A804626D6C3F@kookaburra.TLCIT.biz> Dirk, Thanks for your efforts. Yes, Mason cache is getting cleared with each apache restart and we are using RT 3.6.3. The Mason object cache is showing that the Callback is getting seen, but for some reason it is not showing up in the "Display Columns" section. Never mind, I'll keep pluggin away with plan A. :) BenR -----Original Message----- From: Dirk Pape [mailto:pape-rt at inf.fu-berlin.de] Sent: Wednesday, 18 July 2007 9:26 PM To: Ben Robson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Show updated tickets Hello Ben, --Am 18. Juli 2007 16:37:39 +1000 schrieb Ben Robson : > Mason is a world of voodoo I have yet to get a handle on and as such I > have no idea what it's crying about. What I do know is that I see no > tangible changes within the Search options. :( > > Are you able to point me in a direction to fix this? sorry, I fear I have not too much time to help you. Just two quick thoughts: Did you clear mason cache after restarting apache? rm -rf /path/to/rt/var/mason_data/obj I use our ColumnMap callback since version 3.6. Maybe you are running an older version? Then I dont know if it should work. 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 ****** Internet + Voice + Telephony + IT Services + Hardware/Software ****** February 2007 - Systems integration company TLC IT's product / services expansion is complete, with the introduction of Voice and Internet services rounding out their Juniper Elite Security Partnership, Avaya Telephony and traditional IT Infrastructure support services. "With the expansion of our business into Telephony and Security over the past 18 months, it made perfect sense to introduce Voice and Data services" stated Managing Director Alan Champan. "Clients want a single point of contact or more importantly a single point of responsibility when it comes to managing all these services, our client enjoy not only the benefits of dealing with one organisation, but also cost savings by combining all these services, both in management and direct product costs, it is a win / win situation." TLC IT is set to become one of the largest IT & T organisations in Australia, for further information on our services visit www.tlcit.biz or call 03 9922 0000 The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorised to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it, and any associated attachments, from your system. Thank you. From dheistand at challiance.org Wed Jul 18 07:53:23 2007 From: dheistand at challiance.org (Dave Heistand) Date: Wed, 18 Jul 2007 07:53:23 -0400 Subject: [rt-users] Configuring Apache for RT In-Reply-To: <469DBA8E.40209@osp-dd.de> References: <469DBA8E.40209@osp-dd.de> Message-ID: <1184759603.4296.13.camel@tux.cphc.local> On Wed, 2007-07-18 at 09:00 +0200, Benjamin Weser wrote: > First I had a lot of trouble installing RT from source too. (On > OpenSuSE10.2). It worked for me like the Gobnat's "diary" at > http://wiki.bestpractical.com/view/OpenSuSE101InstallGuide. That > happened to me as I tried to evaluate RT on my working computer. Later > I installed it again on a server in our LAN without any possibility > for internet and the usage of yast or cpan or whatever. Was a little > bit annoying with all those perl dependencies, I bet I downloaded at > least 50 and installed them seperately. I needed a whole morning until > I was done with perl. On the other hand I just took mandatory packages > and absolutely no optional. Seems this saved me a lot of trouble which > happened like in the above mentioned "diary". > > So my recommendation is to try to install RT from source and do not > install any optional packages from perl. This is similar to what I did as I've always been worried about installing perl modules using perl -MCPAN -e shell due to potential file conflicts. I built all the perl modules RT requires as RPMS for CentOS using cpanflute2. There were a few RPMS that had issues, I think the DBI search builder module requires oracle unless you do some things to force it to not check for oracle. Off the bestpratical site I found a link to a repo that had older SRPMS and used them for a starting point for modules like that. At any rate, after spending some time getting those modules built it is easy to get RT and RTFM to install. I install RT/RTFM from source as it seems easier to upgrade and replicate RT to another server. Now when I want to upgrade or test an upgrade I just build a new CentOS server, copy the perl modules to the new server and do a rpm -ivh perl-* and then copy the database and rsync /opt/rt3 to the new server. RT does a nice job of checking for the perl modules it needs, so usually there are only one or two modules that need to be updated. I either use the SPEC file from the old module to build the new rpm or just use cpanflute to build a new rpm. Once I'm ready to move the new release into production I'll do a fresh install of the OS and perl modules and then a clean install of RT/RTFM from source after migrating the database. I plan to look into the fedora based RPMS that people mentioned earlier for the perl modules as I'd rather use 'official' SRPMs and rebuild them for my specific OS. I will still install RT/RTFM from source though as it makes it easier to stay current. > btw: Like Gobnat I didn't get FCGI to work on OpenSuSE10.2 but > mod_perl works just fine. > > To come back to topic: I didn't change much in the default apache > configuration. Just added mod_perl and mod_php5 and set up some > variables and my vhosts.conf and it worked well since then. > > I've spent much more time on configuring RT with all its rights etc > and I bet I'm not done yet ;) > > > > > jmoseley at corp.xanadoo.com schrieb: > > Choose the method you prefer, but I would at least try. Other than Apache > > and either mod_perl or some flavor of a FastCGI module, your only > > dependencies are Perl modules. Install the CPAN installer and use the > > 'make fixdeps' option within the RT source code to install what it can. > > Then install the rest of the rest of the modules via yum. Finally, the few > > that possibly don't install, get the source from CPAN and manually install > > those last few Perl modules. At this point, you're basically done. > > > > You at least need to read the documentation on RT's website to know how to > > configure Apache as well as the RT_SiteConfig.pm file. Almost nothing you > > install (Apache, Postfix, etc) via yum is going to work with the default > > config files - you must read and understand the documentation and make the > > changes necessary - this goes for RT as well. > > > > Lastly, you should download the RT source, gunzip, untar, etc, read the > > docs, do a './configure' and then do 'make testdeps' to see if you are > > missing any dependencies that should have been installed during the yum > > install of RT. At least that will tell you if you are missing anything. > > > > If you are unwilling to do this, that's fine, but the help you receive on > > this site is going to be limited. > > > > > > James Moseley > > > > > > > > > > > > John Oliver > > > ver.net> To > > Sent by: rt-users at lists.bestpractical.com > > rt-users-bounces@ cc > > lists.bestpractic > > al.com Subject > > Re: [rt-users] Configuring Apache > > for RT > > 07/17/2007 06:07 > > PM > > > > > > > > > > > > > > > > > > On Tue, Jul 17, 2007 at 04:36:26PM -0500, jmoseley at corp.xanadoo.com wrote: > > > > > You state starting apache still fails... I assume you did do the > > > following: > > > > > > yum install mod_fcgid > > > > > > > Yes. > > > > > > > Honestly, I would uninstall the RT3 RPM and install RT from source. > > > Documentation is fairly straightforward. > > > > > > > Not an option. I wasted a week trying to resolve an endless string of > > dependencies and was never able to get anywhere close to where I am now. > > > > The fact that there are RPMs available in the yum repositories is more > > likely to mean that someone has been able to make them work, rather than > > someone is just a sadistic bastard. I just wish they had bothered to > > document the process. > > > > -- > > *********************************************************************** > > * John Oliver http://www.john-oliver.net/ * > > * * > > *********************************************************************** > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > OSP Dresden > Benjamin Weser > +49 351 49723 102 > weser at osp-dd.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 barnesaw at ucrwcu.rwc.uc.edu Wed Jul 18 09:22:49 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 18 Jul 2007 09:22:49 -0400 Subject: [rt-users] System-wide Default Refresh Rate In-Reply-To: <469D8DDD.8030907@yahoo.com> References: <4695FD60.2080700@yahoo.com> <46997E6E.8000806@yahoo.com> <469D8DDD.8030907@yahoo.com> Message-ID: <469E1429.3030706@ucrwcu.rwc.uc.edu> Don't forget to add variables to RT_SiteConfig.pm. Set($HomeRefreshPeriod, "300"); Set($TicketsRefreshPeriod, "300"); Mathew Snyder wrote: > Ian Norton wrote: > >> Hi Mathew, >> >> >>> Sadly, this won't work for the 3.6 branch autohandler. :( >>> HomeRefreshPeriod >>> isn't found anywhere in it. Heck, I can't seem to find it anywhere >>> using grep. >>> I know it's there somewhere though. >>> >> You did apply the patch, didn't you? By the looks of it, the patch >> fails against the 3.6.4 source I just untarred to check it against. >> Here's an updated version: >> >> >> --- html/autohandler 2007-04-24 18:21:42.000000000 +0100 >> +++ html/autohandler 2007-07-15 15:05:40.000000000 +0100 >> @@ -196,6 +196,8 @@ >> if ( defined $new_user_info->{$attribute} ); >> } >> $session{'CurrentUser'}->Load($user); >> + $session{'home_refresh_interval'} = >> $RT::HomeRefreshPeriod; >> + $session{'tickets_refresh_interval'} = >> $RT::TicketsRefreshPeriod; >> } >> else { >> >> @@ -243,6 +245,8 @@ >> if ( !$session{'CurrentUser'} && defined $user && defined $pass ) { >> $session{'CurrentUser'} = RT::CurrentUser->new(); >> $session{'CurrentUser'}->Load($user); >> + $session{'home_refresh_interval'} = $RT::HomeRefreshPeriod; >> + $session{'tickets_refresh_interval'} = $RT::TicketsRefreshPeriod; >> >> unless ( $session{'CurrentUser'}->id >> && $session{'CurrentUser'}->IsPassword($pass) ) >> >> >> The HomeRefreshPeriod variable won't appear in the source until the >> patch is applied. >> >> Regards, Ian. >> >> > > I added the lines listed, logged out and then logged in again to make sure the > session was reset. Still no system-wide change. > > Mathew > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From JStark at sumtotalsystems.com Wed Jul 18 09:47:47 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Wed, 18 Jul 2007 06:47:47 -0700 Subject: [rt-users] Help with Ticket Count Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03E20F8D@mtn-exch1.sumtotalsystems.com> Hello, I am trying to create a view similar to the QuickSearch view. 3.6.3, Oracle 10g, apache on RHEL. I have the view working great, the links when I click them show the correct tickets, etc. However, the Tickets->Count is only returning for the first query. I have updated the view to include an "x" so that I could test the links. Does anyone know why my Tickets->Count would not be returning as expected?
> *49:* > *50:* % for my $portlet (@{$portlets->{body}}) { > *51:* <% $show_cb->( $portlet ) %> > *52:*
> *53:* % } > *54:* > *...* > > *code stack:* /opt/rt3/share/html/Elements/MyRT:50 > /opt/rt3/share/html/index.html:79 > /opt/rt3/share/html/autohandler:292 > > raw error > > Can't use string ("") as a HASH ref while "strict refs" in use at / > opt/rt3/share/html/Elements/MyRT line 50, line 1662. > > > Trace begun at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ > Exceptions.pm line 131 > HTML::Mason::Exceptions::rethrow_exception('Can\'t use string ("") > as a HASH ref while "strict refs" in use at /opt/rt3/share/html/ > Elements/MyRT line 50, line 1662.^J') called at /opt/rt3/ > share/html/Elements/MyRT line 50 > HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/ > 5.8.4/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH > (0x18b3c20)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/ > Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ > Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/ > html/index.html line 79 > HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/ > 5.8.4/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH > (0x17bab60)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/ > Mason/Request.pm line 1074 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ > Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, undef) called at /opt/rt3/ > share/html/autohandler line 292 > HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/ > 5.8.4/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH > (0x17e7afc)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/ > Mason/Request.pm line 1069 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ > Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, undef) called at /usr/ > local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ > Request.pm line 338 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ > Request.pm line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH > (0x1972fa4)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/ > Mason/ApacheHandler.pm line 134 > eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ > ApacheHandler.pm line 134 > HTML::Mason::Request::ApacheHandler::exec > ('HTML::Mason::Request::ApacheHandler=HASH(0x1972fa4)') called at / > usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm > line 792 > HTML::Mason::ApacheHandler::handle_request > ('HTML::Mason::ApacheHandler=HASH(0x12c3acc)', 'Apache=SCALAR > (0x14cbd54)') called at /opt/rt3/bin/webmux.pl line 123 > eval {...} at /opt/rt3/bin/webmux.pl line 123 > RT::Mason::handler('Apache=SCALAR(0x14cbd54)') called at /dev/null > line 0 > eval {...} at /dev/null line 0 > > > Since then, I have had private emails from 4 people, who are seeing > the same error. It occurred on our kit, when I was upgrading our > test instance from 3.4.6 to 3.6.3. > > Everything was fine until after I applied the 3.5.1 patches and > restarted everything. It would appear this isn't unique to our setup. > > Does anyone have any ideas how to even begin to find the source of > the bug? I can't take the risk of upgrading our live server until I > can prove this isn't going to screw everything up and I need to > complete migrating our live instance to a new set of hardware soon. > > Any ideas anyone? > > Thanks > Richard > > -- > Richard Ellis > .Sun B2B Operations > Sun Microsystems x24727 > http://sun.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Wed Jul 4 09:55:07 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Jul 2007 15:55:07 +0200 Subject: [rt-users] Reminder does not re-open a ticket In-Reply-To: References: Message-ID: On Jul 2, 2007, at 4:47 PM, Thomas Hecker wrote: > Hi to all, > > i have the problem, that a reminder does not re-open a ticket. It > keeps > standing in the list of reminders, but does not open a ticket, when > the time > for it has come. That's not specced behavior, but it could be pretty easily added using a scrip. Jesse > You can find a screenshot right here: > http://www.thomashecker.de/rt.gif > > In it you can see, that there is a reminder that should have re- > open the > ticket #42 16 hours ago, but didn't. > > I'm running rt 3.6.1 on a debian 4.0 linux using sendmail for all > email > stuff. there are no other applications running on the server. > > There were no modifications done to the codebase or any other scripts > installed. > > can somebody point me in the right direction? > > Thanks for 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 > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Wed Jul 4 09:52:33 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Jul 2007 15:52:33 +0200 Subject: [rt-users] Phantom Reminder In-Reply-To: <467BD220.20902@email.it> References: <460008B7.60409@uiuc.edu> <46012F14.2050409@uiuc.edu> <460132C0.5080706@uwaterloo.ca> <460156E9.70508@uiuc.edu> <467BD220.20902@email.it> Message-ID: <019076B1-D886-4A1C-96C1-14674C24D6B7@bestpractical.com> On Jun 22, 2007, at 3:44 PM, Dando - Email.it wrote: > John Arends wrote: >> I found the problem in the database, and the ticket had been moved to >> another queue. Changing the queue for the reminder to match solved >> the >> problem. >> >> This is a bug then. If a ticket is moved to another queue, its >> reminders >> should be moved also. >> >> Meanwhile after spending some time in the database I have a better >> idea >> of how RT stores things internally. >> > > Hello All. > I too have experienced this problem (RT 3.6.3) - Reminders that > show in the > homepage but not in their ticket when the queue is changed. > I poked around in the code and I found in lib/Reminders.pm, line 43: > > my $query = 'Queue = "'. $self->TicketObj->QueueObj->Name .'" AND > Type = > "reminder"'; > > and the query explicitally limits the reminders to the ones that > are in the same > queue of the ticket. The homepage shows all because the query is > different. > > Since queue changes happen quite often at my site and we have a > number of > 'phantom' reminders. > > The most obvious solution seems to simply remove the limiting in > the query. > Has anyone had a similar problem / are there any patches for fixing > it? > This seems to be a sane change to me. Ruz, Kevin? It might be slightly better to move the reminders as you move the ticket from queue to queue. That would keep the access control in lockstep. Best, Jesse > Thanks > Daniele > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Wed Jul 4 14:34:57 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Jul 2007 14:34:57 -0400 Subject: [rt-users] Upgrade to 3.6.3 gives Problems if Queue has & character in name In-Reply-To: <468B65AF.3030800@nl.clara.net> References: <468B65AF.3030800@nl.clara.net> Message-ID: <7E8B311E-3569-4887-B910-24E864D0A2BE@bestpractical.com> On Jul 4, 2007, at 5:17 AM, Alain Sips wrote: > Hello, > > I looked for previous posts regarding this problem, but couldn't > seem to find any, so I'll try my luck here :-) > > I did an upgrade from 3.4.5 to 3.6.3. Everything seems to be > working fine, except 1 queue. > There is a queue called "Messina & RT", and if I click on this in > the quicksearch table, it returns no results (in the quicksearch > table it does say how many open, new and stalled tickets there are > for this queue, so it can find the queue). > > If I now go to edit search, I get the following message: > > *Results* > Error near ->Messina<- expecting a VALUE in 'Queue = 'Messina ' > I'm lost > > Also in the search field it says: > "Queue = 'Messina " > (so at the ampersand it stops parsing). > > We never had a problem with this in the previous version, so I > guess it is a bug? > > Is there something I can do about this? > Can you test out RT 3.6.4RC2? Best, Jesse > Thanks, > > Alain > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From fu.kwan.ho.allan at gmail.com Wed Jul 4 14:44:25 2007 From: fu.kwan.ho.allan at gmail.com (Allan Fu) Date: Wed, 4 Jul 2007 14:44:25 -0400 Subject: [rt-users] RT 3.5.1 upgrade (insert) script hanging. Message-ID: <2bdab06e0707041144t66e731a9n15b9fceff5fd1420@mail.gmail.com> Hello, I'm currently upgrading from 3.2.1 to 3.6.3 I'm going through the upgrade script. I've ran schema / acl / insert upgrades for 3.3.0 , 3.3.11 with no problems. However, as I run insert for 3.5.1 ( there is no schema/ acl upgrades for 3.5.1), it just hangs at the line "Creating predefined searches..."' Any one have any ideas? Thanks, Allan From r at elhames.co.uk Wed Jul 4 15:55:04 2007 From: r at elhames.co.uk (Raed El-hames) Date: Wed, 4 Jul 2007 20:55:04 +0100 Subject: [rt-users] CheckForSuspiciousSender Message-ID: <002401c7be75$42c84260$55c593c3@tiger> Hi there; Rt-3.6.1 apache2, modperl2,mysql5 How does the sub CheckForSuspiciousSender in lib/RT/Interface/Email.pm work . I though if it returned 1, it should stop the message from being submitted to the database?? I have quite few postmaster and mailer-deamon tickets/updates and I want to put stop to this?? Regards; Roy -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmorgan at gmi-mr.com Wed Jul 4 18:41:07 2007 From: dmorgan at gmi-mr.com (Duncan Morgan) Date: Wed, 4 Jul 2007 15:41:07 -0700 Subject: [rt-users] Looping for auto-response Message-ID: We have a situation where an RT autoresponder is causing a loop within queues. I'm wondering if there is a way to disable or limit looping within RT? Thanks in advance, --Duncan From pageram at gmail.com Wed Jul 4 20:55:21 2007 From: pageram at gmail.com (Ram Prasad) Date: Wed, 4 Jul 2007 20:55:21 -0400 Subject: [rt-users] posts not making to the database In-Reply-To: References: Message-ID: <004501c7be9f$2aa23720$7fe6a560$@com> I am having a weird issue ... When I try to post to rt, the mail makes to the list and to the mail gateway and a response is sent to poster. But, it is not there in the database at all. But, if I restart apache, click on each receips (and save) for the list, it works .. but only for sometime. Could someone help me with this please ? I see these in the log: [Mon Jul 2 15:20:32 2007] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 425. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm:425) [Mon Jul 2 15:20:32 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND ((ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 5) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' LIMIT 1' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 550 DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 458 RT::Principal::_HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Right', 'SeeQueue', 'EquivObjects', 'ARRAY(0xb8f88f0)', 'Object', 'RT::Queue=HASH(0xb9268c4)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 369 RT::Principal::HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb8d9240)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/CurrentUser.pm line 339 RT::CurrentUser::HasRight('RT::CurrentUser=HASH(0xb95d5c0)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1124 RT::Queue::HasRight('RT::Queue=HASH(0xb9268c4)', 'Principal', 'RT::CurrentUser=HASH(0xb95d5c0)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1090 RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0xb9268c4)', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1066 RT::Queue::_Value('RT::Queue=HASH(0xb9268c4)', 'Name') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0xb9268c4)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 64 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND ((ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 5) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalType = Groups.Type AND ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = '5') OR (Groups.Domain = 'RT::System-Role')) LIMIT 1' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 550 DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 467 RT::Principal::_HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Right', 'SeeQueue', 'EquivObjects', 'ARRAY(0xb8f88f0)', 'Object', 'RT::Queue=HASH(0xb9268c4)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 369 RT::Principal::HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb8d9240)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/CurrentUser.pm line 339 RT::CurrentUser::HasRight('RT::CurrentUser=HASH(0xb95d5c0)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1124 RT::Queue::HasRight('RT::Queue=HASH(0xb9268c4)', 'Principal', 'RT::CurrentUser=HASH(0xb95d5c0)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1090 RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0xb9268c4)', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1066 RT::Queue::_Value('RT::Queue=HASH(0xb9268c4)', 'Name') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0xb9268c4)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 64 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectId = ?' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1208 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0xb8f88c0)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1127 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0xb8f88c0)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record/Cachable.pm line 119 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0xb8f8 8c0)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm line 395 RT::Record::LoadByCols('RT::Principal=HASH(0xb8f88c0)', 'ObjectId', 174, 'PrincipalType', 'User') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1214 RT::User::PrincipalObj('RT::User=HASH(0xb9268c4)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb9268c4)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3657 RT::Ticket::HasRight('RT::Ticket=HASH(0xb9227a0)', 'Principal', 'RT::User=HASH(0xb9268c4)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3619 RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0xb9227a0)', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3566 RT::Ticket::_Value('RT::Ticket=HASH(0xb9227a0)', 'Status') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Ticket=HASH(0xb9227a0)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 66 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 425. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm:425) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND ((ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 33) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 5) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' LIMIT 1' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 550 DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 458 RT::Principal::_HasRight('RT::Principal=HASH(0xb8f88c0)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0xb903070)', 'Object', 'RT::Ticket=HASH(0xb9227a0)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 369 RT::Principal::HasRight('RT::Principal=HASH(0xb8f88c0)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb9268c4)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3657 RT::Ticket::HasRight('RT::Ticket=HASH(0xb9227a0)', 'Principal', 'RT::User=HASH(0xb9268c4)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3619 RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0xb9227a0)', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3566 RT::Ticket::_Value('RT::Ticket=HASH(0xb9227a0)', 'Status') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Ticket=HASH(0xb9227a0)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 66 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND ((ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 33) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 5) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalType = Groups.Type AND ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = '33') OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = '5') OR (Groups.Domain = 'RT::System-Role')) LIMIT 1' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 550 DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 467 RT::Principal::_HasRight('RT::Principal=HASH(0xb8f88c0)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0xb903070)', 'Object', 'RT::Ticket=HASH(0xb9227a0)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 369 RT::Principal::HasRight('RT::Principal=HASH(0xb8f88c0)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb9268c4)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3657 RT::Ticket::HasRight('RT::Ticket=HASH(0xb9227a0)', 'Principal', 'RT::User=HASH(0xb9268c4)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3619 RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0xb9227a0)', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3566 RT::Ticket::_Value('RT::Ticket=HASH(0xb9227a0)', 'Status') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Ticket=HASH(0xb9227a0)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 66 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectId = ?' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1208 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0xb8f886c)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1127 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0xb8f886c)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record/Cachable.pm line 119 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0xb8f8 86c)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm line 395 RT::Record::LoadByCols('RT::Principal=HASH(0xb8f886c)', 'ObjectId', 174, 'PrincipalType', 'User') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1214 RT::User::PrincipalObj('RT::User=HASH(0xb8d403c)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb8d403c)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3657 RT::Ticket::HasRight('RT::Ticket=HASH(0xb9227a0)', 'Principal', 'RT::User=HASH(0xb8d403c)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3619 RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0xb9227a0)', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3566 RT::Ticket::_Value('RT::Ticket=HASH(0xb9227a0)', 'Subject') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Ticket=HASH(0xb9227a0)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 67 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectId = ?' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1208 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0xb926aec)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1127 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0xb926aec)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record/Cachable.pm line 119 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0xb926 aec)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm line 395 RT::Record::LoadByCols('RT::Principal=HASH(0xb926aec)', 'ObjectId', 174, 'PrincipalType', 'User') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1214 RT::User::PrincipalObj('RT::User=HASH(0xb90cfdc)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb90cfdc)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3657 RT::Ticket::HasRight('RT::Ticket=HASH(0xb9227a0)', 'Principal', 'RT::User=HASH(0xb90cfdc)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3619 RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0xb9227a0)', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 1741 RT::Ticket::Requestors('RT::Ticket=HASH(0xb9227a0)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 68 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT DISTINCT main.* FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) WHERE (Principals_1.Disabled = '0') AND (CachedGroupMembers_2.GroupId = NULL) AND (Principals_1.PrincipalType = 'User') ORDER BY main.Name ASC ' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT DISTINCT main.* FROM Users main JOIN Principals Princi...') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder.pm line 238 DBIx::SearchBuilder::_DoSearch('RT::Users=HASH(0xb8d4bc8)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Users_Overlay.pm line 135 RT::Users::_DoSearch('RT::Users=HASH(0xb8d4bc8)') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder.pm line 498 DBIx::SearchBuilder::Next('RT::Users=HASH(0xb8d4bc8)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Group_Overlay.pm line 878 RT::Group::MemberEmailAddresses('RT::Group=HASH(0xb8d403c)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Group_Overlay.pm line 898 RT::Group::MemberEmailAddressesAsString('RT::Group=HASH(0xb8d403c)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 68 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 16:36:28 2007] [info]: Successful login for keri from 69.110.112.241 (/usr/share/rt3/html/autohandler:256) [Mon Jul 2 16:37:32 2007] [warning]: Use of uninitialized value in pattern match (m//) at /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm line 1637. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm:1637) From Stefan.Marx at SCHOBER.DE Thu Jul 5 05:00:23 2007 From: Stefan.Marx at SCHOBER.DE (Stefan Marx) Date: Thu, 05 Jul 2007 11:00:23 +0200 Subject: [rt-users] Some users get one email multiple times... or: how to aggregate email-adresses? Message-ID: <468CCF43.5500.007B.0@schober.de> Hi, I have some users that want to have every bit of information via email, so they set themselves as watchers to some queues, and maybe another user sets them as cc or admincc to a ticket he creates. This results in some users getting the same email twice or more often. Is there a way to prevent this? Maybe some sort of parsing the email-address list for a single message to have only unique addresses? Educating this special type of users is very difficult, btw. I know most of these double emails are some sort of mis-understanding the system ;-). We are using RT 3.6.3. Thank you for your help, Stefan From asips at nl.clara.net Thu Jul 5 05:46:54 2007 From: asips at nl.clara.net (Alain Sips) Date: Thu, 05 Jul 2007 11:46:54 +0200 Subject: [rt-users] Upgrade to 3.6.3 gives Problems if Queue has & character in name In-Reply-To: <468CBD2E.7050807@nl.clara.net> References: <468B65AF.3030800@nl.clara.net> <7E8B311E-3569-4887-B910-24E864D0A2BE@bestpractical.com> <468CBD2E.7050807@nl.clara.net> Message-ID: <468CBE0E.9020303@nl.clara.net> Hello, I only replied to Jesse by mistake, so here is my reply to the list. Kind regards, Alain Alain Sips schreef: > >>> Hello, >>> >>> I looked for previous posts regarding this problem, but couldn't >>> seem to find any, so I'll try my luck here :-) >>> >>> I did an upgrade from 3.4.5 to 3.6.3. Everything seems to be working >>> fine, except 1 queue. >>> There is a queue called "Messina & RT", and if I click on this in >>> the quicksearch table, it returns no results (in the quicksearch >>> table it does say how many open, new and stalled tickets there are >>> for this queue, so it can find the queue). >>> >>> If I now go to edit search, I get the following message: >>> >>> *Results* >>> Error near ->Messina<- expecting a VALUE in 'Queue = 'Messina ' >>> I'm lost >>> >>> Also in the search field it says: >>> "Queue = 'Messina " >>> (so at the ampersand it stops parsing). >>> >>> We never had a problem with this in the previous version, so I guess >>> it is a bug? >>> >>> Is there something I can do about this? >>> >> >> Can you test out RT 3.6.4RC2? >> >> Best, >> Jesse Hi Jesse, At the moment it's not possible for me to do that, but I will do that in the near future. For the moment I just renamed the queue. First that didn't seem to help, as the name stayed the old one in the quicksearch (everywhere else it was updated), however after a while it also changed in the quicksort. I guess that it was still in the cache or something. I will definitly try out the next upgrade later, and I'll let yo uknow what happened. Thanks, Alain From falcone at bestpractical.com Thu Jul 5 07:04:33 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 5 Jul 2007 07:04:33 -0400 Subject: [rt-users] Phantom Reminder In-Reply-To: <019076B1-D886-4A1C-96C1-14674C24D6B7@bestpractical.com> References: <460008B7.60409@uiuc.edu> <46012F14.2050409@uiuc.edu> <460132C0.5080706@uwaterloo.ca> <460156E9.70508@uiuc.edu> <467BD220.20902@email.it> <019076B1-D886-4A1C-96C1-14674C24D6B7@bestpractical.com> Message-ID: On Jul 4, 2007, at 9:52 AM, Jesse Vincent wrote: > > On Jun 22, 2007, at 3:44 PM, Dando - Email.it wrote: > >> John Arends wrote: >>> I found the problem in the database, and the ticket had been >>> moved to >>> another queue. Changing the queue for the reminder to match >>> solved the >>> problem. >>> >>> This is a bug then. If a ticket is moved to another queue, its >>> reminders >>> should be moved also. >>> >>> Meanwhile after spending some time in the database I have a >>> better idea >>> of how RT stores things internally. >>> >> >> Hello All. >> I too have experienced this problem (RT 3.6.3) - Reminders that >> show in the >> homepage but not in their ticket when the queue is changed. >> I poked around in the code and I found in lib/Reminders.pm, line 43: >> >> my $query = 'Queue = "'. $self->TicketObj->QueueObj->Name .'" AND >> Type = >> "reminder"'; >> > > > >> and the query explicitally limits the reminders to the ones that >> are in the same >> queue of the ticket. The homepage shows all because the query is >> different. >> >> Since queue changes happen quite often at my site and we have a >> number of >> 'phantom' reminders. >> >> The most obvious solution seems to simply remove the limiting in >> the query. >> Has anyone had a similar problem / are there any patches for >> fixing it? >> > > This seems to be a sane change to me. Ruz, Kevin? It might be > slightly better to move the reminders as you move the ticket from > queue to queue. That would keep the access control in lockstep. I agree, it would be better to pull the reminders into the new queue. -kevin > Best, > Jesse > >> Thanks >> Daniele >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From Steven.Platt at HPA.org.uk Thu Jul 5 11:00:17 2007 From: Steven.Platt at HPA.org.uk (Steven Platt) Date: Thu, 5 Jul 2007 16:00:17 +0100 Subject: [rt-users] Some aspects of RTx-Statistics not functioning correctly Message-ID: <47D6BEACC5D46F4385285F16DC649B6A429ED9@colhpaexc003.HPA.org.uk> Hi RT-ers, RT v3.6.2 (very recently upgraded from 3.4.2) RTx-Statistics v0.1.8 OS = FC 5 Database = Postgres v8.1 We have migrated to the above server set, which included an RT upgrade to 3.6.2 from 3.4.2. Everything is running as it should apart from RTx-Statistics... some of the data/charts are recovered/displayed correctly, but others either show nothing (no table of data & graph line of zero) or break (no table of data, hollow box & the IE red cross where the chart should be). It appears that certain data just isn't being recovered from the database... where it does exist. These work: Tickets by status Ticket trends by day Resolve Time Graph FAQ These don't work: Tickets per day Multiple Queues Time to Resolve I've played around with the regular callbacks of RT to change the look of some of the main pages, but I can't seem to see what I need to change? Any suggestions? Thanks Steve Steve Platt Bioinformatics Unit: Statistics, Modelling & Bioinformatics Department Center for Infections Health Protection Agency London UK NW9 5EQ http://www.hpa.org.uk/cfi/bioinformatics/index.htm -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Thu Jul 5 11:18:32 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 05 Jul 2007 08:18:32 -0700 Subject: [rt-users] Assigning owner on reply In-Reply-To: <1183532834.12562.10.camel@wellerm.uk.evolving.com> References: <1183532834.12562.10.camel@wellerm.uk.evolving.com> Message-ID: <6.2.1.2.2.20070705080611.02489fe8@mail.sdsu.edu> Hi Matt, Here's how I use a queue-context scrip to assign owner when an admincc replies to a ticket. Description: Set owner via e-mail Condition: User Defined Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: { ### True if e-mail is from admincc member my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; my $Queue = $self->TicketObj->QueueObj; my $val = $Transaction->Type eq 'Correspond' && $Queue->IsAdminCc($CreatorId); return $val; } Custom action preparation code: return 1; Custom action cleanup code: ### Set owner to e-mail sender my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id; ### I use this because I don't want to create a transaction $Ticket->_Set(Field=>'Owner', Value=>$CreatorId, RecordTransaction=>0); ### Could use the following instead if you don't mind triggering another event ### $Ticket->SetOwner($CreatorId); Regards, Gene At 12:07 AM 7/4/2007, Matt Weller wrote: >Can anyone please help, > > I am new to RT and I am trying to work out if I can set the owner of a > ticket to be someone who responds to a ticket. Current when a ticket is > created a mail is sent to a team of people and it would be useful if as > soon as someone updated the ticket is was assigned to that user. > >Thanks >Matt This e-mail and any attachments may be confidential and/or legally >privileged. If you have received this e-mail and you are not a named >addressee, please inform Evolving Systems TIS at tis at evolving.com and then >delete the e-mail from your system. If you are not a named addressee you >must not use, disclose, distribute, copy, print or rely on this e-mail. To >ensure regulatory compliance and for the protection of our clients and >business, Evolving Systems may monitor and read e-mails sent to and from >its servers. Although Evolving Systems routinely screens for viruses, >addressees should scan this e-mail and any attachments for viruses. >Evolving Systems makes no representation or warranty as to the absence of >viruses in this e-mail or any attachments. > >Registered Office: One Angel Square, Torrens Street, London. EC1V 1PL. >Registered number 2325854 >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From pageram at gmail.com Thu Jul 5 14:56:06 2007 From: pageram at gmail.com (ram prasad) Date: Thu, 5 Jul 2007 14:56:06 -0400 Subject: [rt-users] Posts to queue not showing in database Message-ID: <459dd6600707051156j741f0c9cgc82cf4b285eb30ef@mail.gmail.com> I am having a weird issue ... When I try to post to rt, the mail makes to the list and to the mail gateway and a response is sent to poster. But, it is not there in the database at all. But, if I restart apache, click on each scrips (and save) for the list, it works .. but only for sometime. Could someone help me with this please ? I see these in the log: [Mon Jul 2 15:20:32 2007] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 425. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm:425) [Mon Jul 2 15:20:32 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND ((ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 5) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' LIMIT 1' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 550 DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 458 RT::Principal::_HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Right', 'SeeQueue', 'EquivObjects', 'ARRAY(0xb8f88f0)', 'Object', 'RT::Queue=HASH(0xb9268c4)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 369 RT::Principal::HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb8d9240)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/CurrentUser.pm line 339 RT::CurrentUser::HasRight('RT::CurrentUser=HASH(0xb95d5c0)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1124 RT::Queue::HasRight('RT::Queue=HASH(0xb9268c4)', 'Principal', 'RT::CurrentUser=HASH(0xb95d5c0)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1090 RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0xb9268c4)', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1066 RT::Queue::_Value('RT::Queue=HASH(0xb9268c4)', 'Name') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0xb9268c4)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 64 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND ((ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 5) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalType = Groups.Type AND ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = '5') OR (Groups.Domain = 'RT::System-Role')) LIMIT 1' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 550 DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 467 RT::Principal::_HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Right', 'SeeQueue', 'EquivObjects', 'ARRAY(0xb8f88f0)', 'Object', 'RT::Queue=HASH(0xb9268c4)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 369 RT::Principal::HasRight('RT::Principal=HASH(0xb8d4ca0)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb8d9240)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/CurrentUser.pm line 339 RT::CurrentUser::HasRight('RT::CurrentUser=HASH(0xb95d5c0)', 'Object', 'RT::Queue=HASH(0xb9268c4)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1124 RT::Queue::HasRight('RT::Queue=HASH(0xb9268c4)', 'Principal', 'RT::CurrentUser=HASH(0xb95d5c0)', 'Right', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1090 RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0xb9268c4)', 'SeeQueue') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Queue_Overlay.pm line 1066 RT::Queue::_Value('RT::Queue=HASH(0xb9268c4)', 'Name') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0xb9268c4)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 64 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectId = ?' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1208 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0xb8f88c0)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1127 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0xb8f88c0)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record/Cachable.pm line 119 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0xb8f8 8c0)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm line 395 RT::Record::LoadByCols('RT::Principal=HASH(0xb8f88c0)', 'ObjectId', 174, 'PrincipalType', 'User') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1214 RT::User::PrincipalObj('RT::User=HASH(0xb9268c4)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb9268c4)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3657 RT::Ticket::HasRight('RT::Ticket=HASH(0xb9227a0)', 'Principal', 'RT::User=HASH(0xb9268c4)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3619 RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0xb9227a0)', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3566 RT::Ticket::_Value('RT::Ticket=HASH(0xb9227a0)', 'Status') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Ticket=HASH(0xb9227a0)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 66 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 425. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm:425) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND ((ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 33) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 5) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' LIMIT 1' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 550 DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 458 RT::Principal::_HasRight('RT::Principal=HASH(0xb8f88c0)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0xb903070)', 'Object', 'RT::Ticket=HASH(0xb9227a0)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 369 RT::Principal::HasRight('RT::Principal=HASH(0xb8f88c0)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb9268c4)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3657 RT::Ticket::HasRight('RT::Ticket=HASH(0xb9227a0)', 'Principal', 'RT::User=HASH(0xb9268c4)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3619 RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0xb9227a0)', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3566 RT::Ticket::_Value('RT::Ticket=HASH(0xb9227a0)', 'Status') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Ticket=HASH(0xb9227a0)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 66 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = AND ((ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 33) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 5) OR (ACL.ObjectType = 'RT::System')) AND ACL.PrincipalType = Groups.Type AND ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = '33') OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = '5') OR (Groups.Domain = 'RT::System-Role')) LIMIT 1' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 550 DBIx::SearchBuilder::Handle::FetchResult('RT::Handle=HASH(0xb5b32a8)', 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMember...') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 467 RT::Principal::_HasRight('RT::Principal=HASH(0xb8f88c0)', 'Right', 'ShowTicket', 'EquivObjects', 'ARRAY(0xb903070)', 'Object', 'RT::Ticket=HASH(0xb9227a0)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 369 RT::Principal::HasRight('RT::Principal=HASH(0xb8f88c0)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb9268c4)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3657 RT::Ticket::HasRight('RT::Ticket=HASH(0xb9227a0)', 'Principal', 'RT::User=HASH(0xb9268c4)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3619 RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0xb9227a0)', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3566 RT::Ticket::_Value('RT::Ticket=HASH(0xb9227a0)', 'Status') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Ticket=HASH(0xb9227a0)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 66 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectId = ?' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1208 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0xb8f886c)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1127 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0xb8f886c)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record/Cachable.pm line 119 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0xb8f8 86c)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm line 395 RT::Record::LoadByCols('RT::Principal=HASH(0xb8f886c)', 'ObjectId', 174, 'PrincipalType', 'User') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1214 RT::User::PrincipalObj('RT::User=HASH(0xb8d403c)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb8d403c)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3657 RT::Ticket::HasRight('RT::Ticket=HASH(0xb9227a0)', 'Principal', 'RT::User=HASH(0xb8d403c)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3619 RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0xb9227a0)', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3566 RT::Ticket::_Value('RT::Ticket=HASH(0xb9227a0)', 'Subject') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 425 DBIx::SearchBuilder::Record::__ANON__('RT::Ticket=HASH(0xb9227a0)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 67 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectId = ?' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1208 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::Principal=HASH(0xb926aec)', 'SELECT * FROM Principals WHERE PrincipalType = ? AND ObjectI...', 'User', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record.pm line 1127 DBIx::SearchBuilder::Record::LoadByCols('RT::Principal=HASH(0xb926aec)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Record/Cachable.pm line 119 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::Principal=HASH(0xb926 aec)', 'PrincipalType', 'User', 'ObjectId', 174) called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm line 395 RT::Record::LoadByCols('RT::Principal=HASH(0xb926aec)', 'ObjectId', 174, 'PrincipalType', 'User') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1214 RT::User::PrincipalObj('RT::User=HASH(0xb90cfdc)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/User_Overlay.pm line 1562 RT::User::HasRight('RT::User=HASH(0xb90cfdc)', 'Object', 'RT::Ticket=HASH(0xb9227a0)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3657 RT::Ticket::HasRight('RT::Ticket=HASH(0xb9227a0)', 'Principal', 'RT::User=HASH(0xb90cfdc)', 'Right', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 3619 RT::Ticket::CurrentUserHasRight('RT::Ticket=HASH(0xb9227a0)', 'ShowTicket') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm line 1741 RT::Ticket::Requestors('RT::Ticket=HASH(0xb9227a0)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 68 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 15:20:33 2007] [warning]: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. (/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) [Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) couldn't execute the query 'SELECT DISTINCT main.* FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) WHERE (Principals_1.Disabled = '0') AND (CachedGroupMembers_2.GroupId = NULL) AND (Principals_1.PrincipalType = 'User') ORDER BY main.Name ASC ' at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xb5b32a8)', 'SELECT DISTINCT main.* FROM Users main JOIN Principals Princi...') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder.pm line 238 DBIx::SearchBuilder::_DoSearch('RT::Users=HASH(0xb8d4bc8)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Users_Overlay.pm line 135 RT::Users::_DoSearch('RT::Users=HASH(0xb8d4bc8)') called at /usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder.pm line 498 DBIx::SearchBuilder::Next('RT::Users=HASH(0xb8d4bc8)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Group_Overlay.pm line 878 RT::Group::MemberEmailAddresses('RT::Group=HASH(0xb8d403c)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Group_Overlay.pm line 898 RT::Group::MemberEmailAddressesAsString('RT::Group=HASH(0xb8d403c)') called at /usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway line 68 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb8c6f9 c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', 'message', 'From iskme-feature at sb.path.net Mon Jul 2 08:20:27 2007\x{a}Recei...', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1257 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', ...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 466 eval {...} called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 418 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb8e26 08)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0xb8e2608)') called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xabbcf54)', 'Apache2::RequestRec=SCALAR(0xabc8cdc)') called at /usr/sbin/webmux.pl line 123 eval {...} called at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xabc8cdc)') called at -e line 0 eval {...} called at -e line 0 (/usr/lib/perl5/5.8.6/Carp.pm:272) [Mon Jul 2 16:36:28 2007] [info]: Successful login for keri from 69.110.112.241 (/usr/share/rt3/html/autohandler:256) [Mon Jul 2 16:37:32 2007] [warning]: Use of uninitialized value in pattern match (m//) at /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm line 1637. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm:1637) From JStark at sumtotalsystems.com Thu Jul 5 15:16:25 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Thu, 5 Jul 2007 12:16:25 -0700 Subject: [rt-users] RT CLI and Custom Fields Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> has anyone successfully used the CLI to query RT Custom fields? I found a few posts, but with no responses. Here is an example: /opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") I always receive this error: -bash: syntax error near unexpected token `(' Thanks, - Stark -------------- next part -------------- An HTML attachment was scrubbed... URL: From falcone at bestpractical.com Thu Jul 5 15:59:28 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Thu, 5 Jul 2007 15:59:28 -0400 Subject: [rt-users] RT CLI and Custom Fields In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> Message-ID: <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: > has anyone successfully used the CLI to query RT Custom fields? I > found a few posts, but with no responses. > > Here is an example: > > /opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") This works fine for me ./bin/rt ls -i 'CF.{foo} = "bar"' -kevin From jesse at bestpractical.com Thu Jul 5 16:06:04 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Jul 2007 16:06:04 -0400 Subject: [rt-users] [Rt-announce] RT 3.6.4 now available. Message-ID: I'm pleased to announce the immediate availability of RT 3.6.4: You can download this version of RT from: http://download.bestpractical.com/pub/rt/release/rt-3.6.4.tar.gz Best, Jesse MD5SUMS: b7a42c308a07b1f7a496d4d816bb87cc rt-3.6.4.tar.gz 74bf36584c34db8cd4c0b5425ccba92e rt-3.6.4.tar.gz.sig Features * Implement redirect after update in SelfService as it's implemented in the full interface, so people can reload page without side effects. Thanks to doogles and Todd Chapman. * if we have subject line regexp then we should use it during mail sending. Allow RT admins to use any token they want that matches the regexp. So now it's possible to use the following in a template: Subject: [not-rtname-token-that-match-re #{ $Ticket->id }] ... * Backport 'RT at glance with one column' feature from 3.7 * RT now complains when you try to start the application server with either too-old a perl or a broken version of Scalar::Util. * [#8256] New API to avoid mail loop when using RT-Extension- CommandByMail. Thanks to pere at hungry.com. * Allow merging resolved tickets * Allow transactions to be displayed by range using the CLI. Patch from Philip Kime. * Minor 3.6 style cleanups to tighten up the display a bit. * Allow users to use __WebXXX__ in a format string of searches Translations * New Swedish translation and updated Danish translation contributed by Brian Kjelin Olsen and Schilling A/S * First cut Turkish translation from burakgursoy at gmx.net * Czech translation updates from Daniel Kastner Performance * Get rid of 1 query per queue in Queue Summary component on the 'RT at glance' page, should be visible on setups with a lot of queues. * Use 'Watcher = X' inestead of 'Requestor = X OR Cc = X OR AdminCc = X' in the SelfService interface. Both queries do quite the same job, but the former is significantly faster. Thanks to Dirk Pape for the catch. * Use a local array of attachments we have instead of $Transaction- >Attachments call in Ticket/Elements/ShowTransaction. Fixes * Fix setting up cookies, as result no more the relogin problem, and allow people choose WebSessionClass without side effects. * fix that lets users create tickets with custom field values in SelfService * Now the autohandler *redirects* unprivileged users from Ticket/ Display.html to the Self-Service interface, so people see correct URL and browsers correctly build absolute URLs from relative (previously we were showing wrong "Reply" links). Thanks to David Chandek-Stark. * Fix situation when an user adds the same person into two or more watcher groups of a ticket. * Correct handling of a special value returned by email plugins. That was wrong idea to run next email plugin when the current plugin says that everything has been done (returned status -2). * Fix a bug in CustomField->Create where assigned Queue is not properly associated with the newly created CF. This was previously not exposed because rt-setup-database is always supplying queue id to this method. * Put the search navigation in the right submenu. Thanks to Dirk Pape for the patch. * We've done complete review of RT's dependencies. Added --with- standalone option to the configure script, so you don't have to install modules required to use standalone server (useful for developers only). We also don't ask to install modules required to support development mode unless you've used --with-devel-mode option. Some modules have been removed from dependencies as we don't use them anymore or use them only indirectly. * don't push transactions into batch unless CommitScrips is true, this fixes a bug: users click Reply button and we fire a correspond scrip that is in the batch stage * [#8169] Added a missing to the Simple Search page. Thanks to Arran Cudbard-Bell for the catch. * Rename sub '_' that may cause a failure in the CPAN module during fixing dependencies. * run callback Ticket/Display.html before redirect as people are using it to update the ticket, but redirect hides all arguments we had. Now some callbacks contributed to the wiki should work again as expected. * Using named functions in Mason components may result in bugs due to shared namespace, all such functions have been converted into anon-subroutines. * Resolve a clobbered regex-match $1 by stashing the principal ID in a temporary variable. Thanks to Richard Harman. * Fix errors propagation during changing CF values of a record. Thanks to Philip Kime. * Fix errors propagation during creation of a ticket via REST. Thanks to Philip Kime. * fix a bug with saved searches on the rt at glance when summary rows preference and rows per page of a saved search are different values. Summary rows options control number of rows you see in boxes on the rt at glance page, but when you click the subject line of a box you are redirected to results of the saved search and see as many rows as defined in the search. * fix problems in Quicksearch when queue name has the ampersand char * use local during filling the T:: namespace for a template processing, otherwise we have a global reference to a ticket and destruction is delayed which hurts TransactionBatch stage * reload the ticket after scrips run, so if one of your scrips changes ticket data it'll be reflected in the new display * Move RT's detection of incoming mail that may be a loop or autogenerated to better catch such cases before certain "Permission denied" messages are generated. * [#8252] Include subject of bounced messages when mailing the RT owner about a mail error. Thanks to . * [#8186] Fix a possible race condition in the "SetOwner" routine that could be triggered when two users tried to take a ticket at the same time. Thanks to Todd Chapman. * make bin/rt link work and fix the associated tests * Reworked searches by watchers (Requestors, Owners, Ccs and AdminCcs) and added a lot of tests. However, 'Watcher.Field != X' still may fail under some conditions and this wouldn't be fixed in near future. * Fix for "unlimited rows" searches from James Bunch and Todd Chapman. * XHTML cleanup from Dirk Pape * Prevent accidental display of transactions from the wrong ticket when you explicitly specify a ticket id and a transaction id in the CLI. Thanks to Philip Kime at Shopzilla. * [#8169] Enable UTF8 passwords. Thanks to Jedik. * Made MyDay.html actually work. Based in spirit on a patch from Chris Hobbs. * The selected option of the "OrderBy"-selectbox cannot be saved in Prefs/SearchOptions.html if only one (of possibly 4) sort field is selected and other are set to none. Thanks to Dirk Pape. * The drop.Oracle script was incomplete, drop statements were incorrect for version 3.6.3. Reported by Christophe Nowicki. * Fix an inaccurate error message. Thanks to Nicholas Clark. * Fix for "Page 1 of 0". Thanks to Nicholas Clark. * Better debugging info when schema files are missing. Thanks to Nicholas Clark. * $RT::Timezone should now actually work, but your system must have information about zone you're using, usually this information lay under /usr/ share/zoneinfo. * Log a notice when we choose not to redistribute autogenerated messages. Suggested by John Bartelt. * Fix SQL we generate on searches by content of attachments. Should be better, but anyway it's still expensive operation. * make bin/rt link work and fix the associated tests -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From ktm at rice.edu Thu Jul 5 16:34:47 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 5 Jul 2007 15:34:47 -0500 Subject: [rt-users] RT CLI and Custom Fields In-Reply-To: <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> Message-ID: <20070705203447.GA27590@it.is.rice.edu> On Thu, Jul 05, 2007 at 03:59:28PM -0400, Kevin Falcone wrote: > > On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: > > >has anyone successfully used the CLI to query RT Custom fields? I > >found a few posts, but with no responses. > > > >Here is an example: > > > >/opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") > > This works fine for me > > ./bin/rt ls -i 'CF.{foo} = "bar"' > > -kevin Are you using version 3.6? 3.4 does not support accessing Custom fields from the CLI. Ken From JStark at sumtotalsystems.com Thu Jul 5 16:39:32 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Thu, 5 Jul 2007 13:39:32 -0700 Subject: [rt-users] RT CLI and Custom Fields In-Reply-To: <20070705203447.GA27590@it.is.rice.edu> References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com><3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> <20070705203447.GA27590@it.is.rice.edu> Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03CA8656@mtn-exch1.sumtotalsystems.com> Sorry...3.6.3 Jeff Stark, Sr Systems Administrator SumTotal Systems, Inc. (Nasdaq; SUMT) OFFICE +1 919 326 7548 MOBILE +1 919 622 0418 EMAIL jstark at sumtotalsystems.com The contents of this communication are considered SumTotal Confidential, and should not be shared with anyone outside of SumTotal, either electronically or verbally, without the express permission of the author(s). -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Marshall Sent: Thursday, July 05, 2007 4:35 PM To: Kevin Falcone Cc: RT Users Subject: Re: [rt-users] RT CLI and Custom Fields On Thu, Jul 05, 2007 at 03:59:28PM -0400, Kevin Falcone wrote: > > On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: > > >has anyone successfully used the CLI to query RT Custom fields? I > >found a few posts, but with no responses. > > > >Here is an example: > > > >/opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") > > This works fine for me > > ./bin/rt ls -i 'CF.{foo} = "bar"' > > -kevin Are you using version 3.6? 3.4 does not support accessing Custom fields from the CLI. Ken _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From rlong at bluegecko.net Thu Jul 5 17:22:34 2007 From: rlong at bluegecko.net (Robert Long) Date: Thu, 05 Jul 2007 14:22:34 -0700 Subject: [rt-users] RT3 under https - Ticket create button uses http and not https In-Reply-To: <468B47B7.8010202@netcerto.com> References: <468B47B7.8010202@netcerto.com> Message-ID: <468D611A.7000602@bluegecko.net> Hey David, I've run into a similar problem, and I think this has shown up on the list before as well. Here is what I did to fix this: In the file /usr/lib/perl/vendor_perl/5.8.8/RT (your location may be slightly different), around line 194: if ($uri->host eq $server_uri->host & $uri->port eq $server_uri->port) { $uri->host($ENV{'HTTP_HOST'}); # $uri->port($ENV{'SERVER_PORT'}); } make sure that $uri->port($ENV{'SERVER_PORT'}); is commented out. You will likely need to start apache for this to take effect. Everyone else: Since this is not the first time this problem has come up, is this expected behavior? Am I doing some wrong, have an invalid setting in my configuration or a goofy setup somehow? Also what exactly is that segment of code doing? Thanks, .r' David Kovar wrote: > Good evening, > > I just installed a new version of RT 3.6.3 from source on a new CentOS 5 > system. I've set everything up so it runs under https rather than http. > (conf.d/rt.conf included below). Configuration of the system and > creation of users, groups, and queues worked correctly. > > I tried to create a new ticket and received the following error > > "Bad Request > > Your browser sent a request that this server could not understand. > Reason: You're speaking plain HTTP to an SSL-enabled server port. > Instead use the HTTPS scheme to access this URL, please. > > Hint: *https://rt.us.com/* > > ------------------------------------------------------------------------ > > Apache/2.2.3 (CentOS) Server at rt.us.com Port 443" > > > The Create button on the new ticket page is only button or link that > I've used so far in setting up and using RT3 that didn't use SSL > correctly. > > WebBaseURL is set to: > > Set($WebBaseURL , "https://rt.us.com:$WebPort"); > > though I tried it without the $WebPort as well. > > Any pointers or suggestions would be most welcome. > > -David > > /etc/httpd/conf.d/rt.conf: > > > ServerName rt.us.com > > SSLEngine on > SSLCertificateFile /etc/pki/tls/certs/server.crt > SSLCertificateKeyFile /etc/pki/tls/private/server.key > > # Rewrite added to try and fix http -> https problem without success > RewriteEngine On > RewriteCond %{SERVER_PORT} !^443$ > RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [L,R] > > DocumentRoot /usr/local/rt3/share/html > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > > > > SetHandler perl-script > PerlHandler RT::Mason > > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From lahollande at gmail.com Thu Jul 5 17:24:50 2007 From: lahollande at gmail.com (holland holland) Date: Thu, 5 Jul 2007 23:24:50 +0200 Subject: [rt-users] Bugzilla integration (repost) Message-ID: <1707049b0707051424g16851e95t558a2aa1c8574700@mail.gmail.com> Hi all. Do you know how RT [using 3.6.4rc2] can be best integrated with Bugzilla. I have seen an option with custom field: ******* Link values to: RT can make this custom field's values into hyperlinks to another service. Fill in this field with a URL. RT will replace __id__ and __CustomField__ with the record id and custom field value, respectively. ******* Is that the only build in solution? Can a bug be directly created from RT and ticket content pasted to Bugzilla using current RT features? or some hacking is required? Regards, merou -------------- next part -------------- An HTML attachment was scrubbed... URL: From kovar at netcerto.com Thu Jul 5 18:18:30 2007 From: kovar at netcerto.com (David Kovar) Date: Thu, 05 Jul 2007 15:18:30 -0700 Subject: [rt-users] RT3 under https - Ticket create button uses http and not https In-Reply-To: <468D611A.7000602@bluegecko.net> References: <468B47B7.8010202@netcerto.com> <468D611A.7000602@bluegecko.net> Message-ID: <468D6E36.7040700@netcerto.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Greetings, I couldn't find the code Robert mentioned anywhere in /usr/lib/perl but it does appear in ./lib/RT/Interface/Web.pm in 3.6.3 and 3.6.4. I changed that file appropriately and the problem was resolved. Thank you very much. - -David Robert Long wrote: > Hey David, > > I've run into a similar problem, and I think this has shown up on the > list before as well. Here is what I did to fix this: > > In the file /usr/lib/perl/vendor_perl/5.8.8/RT (your location may be > slightly different), around line 194: > > if ($uri->host eq $server_uri->host & > $uri->port eq $server_uri->port) { > $uri->host($ENV{'HTTP_HOST'}); > # $uri->port($ENV{'SERVER_PORT'}); > } > > > make sure that > > $uri->port($ENV{'SERVER_PORT'}); > > is commented out. > > > You will likely need to start apache for this to take effect. > > > Everyone else: > > Since this is not the first time this problem has come up, is this > expected behavior? Am I doing some wrong, have an invalid setting in my > configuration or a goofy setup somehow? Also what exactly is that > segment of code doing? > > Thanks, > > .r' > > David Kovar wrote: > >> Good evening, >> >> I just installed a new version of RT 3.6.3 from source on a new CentOS 5 >> system. I've set everything up so it runs under https rather than http. >> (conf.d/rt.conf included below). Configuration of the system and >> creation of users, groups, and queues worked correctly. >> >> I tried to create a new ticket and received the following error >> >> "Bad Request >> >> Your browser sent a request that this server could not understand. >> Reason: You're speaking plain HTTP to an SSL-enabled server port. >> Instead use the HTTPS scheme to access this URL, please. >> >> Hint: *https://rt.us.com/* >> >> ------------------------------------------------------------------------ >> >> Apache/2.2.3 (CentOS) Server at rt.us.com Port 443" >> >> >> The Create button on the new ticket page is only button or link that >> I've used so far in setting up and using RT3 that didn't use SSL >> correctly. >> >> WebBaseURL is set to: >> >> Set($WebBaseURL , "https://rt.us.com:$WebPort"); >> >> though I tried it without the $WebPort as well. >> >> Any pointers or suggestions would be most welcome. >> >> -David >> >> /etc/httpd/conf.d/rt.conf: >> >> >> ServerName rt.us.com >> >> SSLEngine on >> SSLCertificateFile /etc/pki/tls/certs/server.crt >> SSLCertificateKeyFile /etc/pki/tls/private/server.key >> >> # Rewrite added to try and fix http -> https problem without success >> RewriteEngine On >> RewriteCond %{SERVER_PORT} !^443$ >> RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [L,R] >> >> DocumentRoot /usr/local/rt3/share/html >> AddDefaultCharset UTF-8 >> >> PerlModule Apache::DBI >> PerlRequire /usr/local/rt3/bin/webmux.pl >> >> >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > -----BEGIN PGP SIGNATURE----- Version: PGP Desktop 9.6.2 (Build 2014) Charset: ISO-8859-1 wj8DBQFGjW43BB3D6kCa6qsRAnFMAKDtYPzf+Ya6EFlzYgNwxN5isxxUTQCg1+Nt Tk5/ffYyQLHtk8phDohdJ5E= =N/bn -----END PGP SIGNATURE----- From rt at ittgenshorst.de Thu Jul 5 18:50:27 2007 From: rt at ittgenshorst.de (Andreas Ittgenshorst) Date: Fri, 6 Jul 2007 00:50:27 +0200 Subject: [rt-users] Issue with command by email extension In-Reply-To: <4683F343.6010300@usscript.com> References: <027801c7b99e$01ffef70$05ffce50$@net> <4683F132.5030605@usscript.com> <4683F343.6010300@usscript.com> Message-ID: <200707060050.28309.rt@ittgenshorst.de> Robert G. Werner wrote: > To deal with I use the attached perl script to filter out colons to mail > coming to rt queues exposed to the outside world. This could easily be > modified to add exceptions, other munging of the message, etc. Notice that AFAIK the regex you are using 's/^(\w+):(.*)$/${1}${2}/;' will not catch the command that is used to set custom field values. CF.{customer}: MrEd Because I use the interface to set custom fields, I check also against the next one. Sure it will not catch everything, but it works for me. elsif ( $_ =~ /(^CF.{.*}):(.*)/ ) { $_ = ${1}.${2}; } If someone knows a better way to catch really everything, please let me know. Friendly, Andreas From rwerner at usscript.com Thu Jul 5 20:14:02 2007 From: rwerner at usscript.com (Robert G. Werner) Date: Thu, 05 Jul 2007 17:14:02 -0700 Subject: [rt-users] Issue with command by email extension In-Reply-To: <200707060050.28309.rt@ittgenshorst.de> References: <027801c7b99e$01ffef70$05ffce50$@net> <4683F132.5030605@usscript.com> <4683F343.6010300@usscript.com> <200707060050.28309.rt@ittgenshorst.de> Message-ID: <468D894A.3080000@usscript.com> Andreas Ittgenshorst wrote: [snip] > Because I use the interface to set custom fields, I check also against the > next one. Sure it will not catch everything, but it works for me. > > elsif ( $_ =~ /(^CF.{.*}):(.*)/ ) { > $_ = ${1}.${2}; > } > > If someone knows a better way to catch really everything, please let me know. > > Friendly, > Andreas [snip] Excellent catch, Andreas!!! I haven't been using Custom Fields yet so I haven't hit that yet. But I probably will. I'll add your line to my script. -- Robert G. Werner (Network Systems Administrator) rwerner at usscript.com 559.244.3734 From theillien at yahoo.com Thu Jul 5 22:51:56 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 05 Jul 2007 22:51:56 -0400 Subject: [rt-users] Printable view Message-ID: <468DAE4C.9030401@yahoo.com> Is it possible to bring up a very basic printable view? Each transaction with correspondence has the Download link which provides a text/plain MIME version. I'd like to be able to print out the entire ticket in this manner. Is it possible? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From theillien at yahoo.com Fri Jul 6 00:09:08 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 06 Jul 2007 00:09:08 -0400 Subject: [rt-users] will this work? Message-ID: <468DC064.7030406@yahoo.com> I want to use a different template for the autoreply for a single queue. Basically, I'll be matching the subject to a predetermined string. This string will only be used by privileged users but, to make certain that only they will receive this auto reply, I want to set the condition for the scrip to check for them. Will it work to use my %userID; my $users = new RT::Users(RT::CurrentUser); $users->LimitToPrivileged; while (my $user = $users->Next) { next if $user->Name eq 'root'; $userID{$user->Name} = undef; } if exists($userID{$self->TicketObj->Creator} { return 1; }else{ return(undef); } Thanks Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From alden at math.ohio-state.edu Fri Jul 6 08:19:10 2007 From: alden at math.ohio-state.edu (Dave Alden) Date: Fri, 6 Jul 2007 08:19:10 -0400 Subject: [rt-users] "RT at a glance with one column" - how to enable? Message-ID: <20070706121910.GA16002@math.ohio-state.edu> Hi, I see that the "RT at a glance with one column" feature has been backported, but I don't see how to enable it. I tried going into "Configuration->Global->RT at a glance" and deleting everything from the summary area, then I edited my personal RT at a glance page and hit the "Reset to default" button, which shows that there isn't anything in the summary part - but it still shrinks the page to allow for an empty summary. Help? ...thnx, ...dave -- Dave Alden The Ohio State University Department of Mathematics From jesse at bestpractical.com Fri Jul 6 08:52:14 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Jul 2007 08:52:14 -0400 Subject: [rt-users] Can't use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50, line 1662 In-Reply-To: <468E149E.8000507@sun.com> References: <468A02D5.1040501@sun.com> <468E149E.8000507@sun.com> Message-ID: <32594BB7-C182-42E6-933A-6D230E95703B@bestpractical.com> On Jul 6, 2007, at 6:08 AM, Richard Ellis wrote: > Hi Jessie, > > Thanks, the error changes but it still doesn't work properly. Don't > even know where to begin to look for this error: > System error > > error: Can't use string ("") as a HASH ref while "strict refs" in > use at /opt/rt3/share/html/Elements/MyRT line 74. > context: > ... > 70: HomepageSettings => $default_portlets? $default_portlets- > >Content: {}, > 71: ); > 72: } > 73: > 74: my ($body, $summary) = @{$session{'my_rt_portlets'}}{qw(body > summary)}; > 75: unless( $body && @$body ) { > 76: $body = $summary || []; > 77: $summary = undef; > 78: } > ... > code stack: /opt/rt3/share/html/Elements/MyRT:74 > /opt/rt3/share/html/index.html:81 > /opt/rt3/share/html/autohandler:291 > raw error > Can't use string ("") as a HASH ref while "strict refs" in use at / > opt/rt3/share/html/Elements/MyRT line 74. just before that line of code, can you Dumper $session{my_rt_portlets}? Does this only happen for a particular user? -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From Richard.Ellis at Sun.COM Fri Jul 6 08:54:08 2007 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Fri, 06 Jul 2007 13:54:08 +0100 Subject: [rt-users] Can't use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50, line 1662 In-Reply-To: <32594BB7-C182-42E6-933A-6D230E95703B@bestpractical.com> References: <468A02D5.1040501@sun.com> <468E149E.8000507@sun.com> <32594BB7-C182-42E6-933A-6D230E95703B@bestpractical.com> Message-ID: <468E3B70.9050801@sun.com> Hi Jessie, Appears to happen to all users. I'll edit the code now (using rc2 version). FYI, have updated DBI, DBIx::Searchbuilder and HTML::Mason to latest revs, just in case that was an issue and also taken MySQL to latest v5 rev. Richard Jesse Vincent wrote: > > On Jul 6, 2007, at 6:08 AM, Richard Ellis wrote: > >> Hi Jessie, >> >> Thanks, the error changes but it still doesn't work properly. Don't >> even know where to begin to look for this error: >> >> *System error* >> >> *error:*? Can't use string ("") as a HASH ref while "strict refs" in >> use at /opt/rt3/share/html/Elements/MyRT line 74. >> *context:*? >> *...*? >> *70:*? HomepageSettings => $default_portlets? >> $default_portlets->Content: {}, >> *71:*? ); >> *72:*? } >> *73:*? >> *74:*? my ($body, $summary) = @{$session{'my_rt_portlets'}}{qw(body >> summary)}; >> *75:*? unless( $body && @$body ) { >> *76:*? $body = $summary || []; >> *77:*? $summary = undef; >> *78:*? } >> *...*? >> >> *code stack:*? /opt/rt3/share/html/Elements/MyRT:74 >> /opt/rt3/share/html/index.html:81 >> /opt/rt3/share/html/autohandler:291 >> >> raw error >> Can't use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 74. >> > > just before that line of code, can you Dumper $session{my_rt_portlets}? > > Does this only happen for a particular user? > From BrianBuchanan at interfast.ca Fri Jul 6 09:07:52 2007 From: BrianBuchanan at interfast.ca (Brian Buchanan) Date: Fri, 06 Jul 2007 09:07:52 -0400 Subject: [rt-users] Trying to get ResolveSendsReply to work with 3.6.4 (Solved) Message-ID: I "Solved while writing" this, it seems I had to restart Apache? Or did I simply not wait long enough before refreshing the ticket display page? -- I'm trying to get the Resolve link on a ticket's page to send a reply rather than a comment, just like ResolveSendsReply on the wiki says: http://wiki.bestpractical.com/view/ResolveSendsReply I feel I'm missing a step. 1. (essentally) Install RT into /opt/rt3 2. cd /opt/rt3/local/html 3. mkdir -p Callbacks/local/Ticket/Elements/Tabs - Callbacks doesn't exist 4. vi Callbacks/local/Ticket/Elements/Tabs/Default paste in: <%init> # Change the "Resolve" link to reply instead of comment by default. { my $resolved = loc 'Resolve'; while (my ($k, $v) = each %$actions) { if ($v->{title} eq $resolved) { $v->{path} =~ s/Comment/Respond/; } } } <%args> $actions => undef Save and exit. refresh the ticket page, but I don't see a change. Solved it, it seems I had to restart Apache? Brian From DHeistand at challiance.org Fri Jul 6 09:52:43 2007 From: DHeistand at challiance.org (Heistand, David) Date: Fri, 6 Jul 2007 09:52:43 -0400 Subject: [rt-users] Not saving custom fields in RTFM upon Articlecreation In-Reply-To: <01e701c7ad3f$acce88f0$066b9ad0$@net> References: <01d901c7ad31$3f1545f0$bd3fd1d0$@net> <01e701c7ad3f$acce88f0$066b9ad0$@net> Message-ID: <1183729963.20557.37.camel@blackbox.kanga.homeip.net> On Tue, 2007-06-12 at 18:18 -0400, Jeff Platter wrote: > So I think I figured out what was going on. I have fixed the problem > for my RTFM situation but I need to know if what I did was the right > thing or not. So if one of the developers would like to look this over > that would be fantastic, and let me know if I broke anything else or > not. > > > > I found the problem to be that the format for > ProcessObjectCustomFieldUpdates in /rt3/ lib/RT/Interface/Web.pm. The > format for the custom object that it is expecting is: # format: > Object---CustomField-- > > > > However when you load /rt3/share/html/RTFM/Article/Edit.html for the > first time to create an article there is no initial object id. So the > field end up being Object---CustomField- id>- with a missing object id section. > > > > When ProcessObjectCustomFieldUpdates runs the first loop: > > foreach my $arg ( keys %$ARGSRef ) { > > # format: Object---CustomField- id>- > > next unless $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d > +)-(.*)$/; > > > > # For each of those objects, find out what custom fields we > want to work with. > > $custom_fields_to_mod{ $1 }{ $2 || 0 }{ $3 }{ $4 } = > $ARGSRef->{ $arg }; > > } > > > > It ends up setting the ID field to 0 cause it doesn?t exist. Then when > it loops through the class and id?s later and tries to get the > $Object: > > $Object->Load( $id ) unless ($Object->id || 0) == $id; > > > > It resets the object id to the wrong thing because the article has > already been created by this point and it has an id but the custom > fields don?t associate with that object id > > > > I don?t know if I?m making any sense with this anymore. > > > > Here is what I did to fix the issue: > > foreach my $arg ( keys %$ARGSRef ) { > > # format: Object---CustomField- id>- > > next unless $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d > +)-(.*)$/; > > > > my $Object = $args{'Object'} if exists $args{'Object'}; > > my $id = $Object->id || 0; > > > > # For each of those objects, find out what custom fields we > want to work with. > > $custom_fields_to_mod{ $1 }{ $2 || $id }{ $3 }{ $4 } = > $ARGSRef->{ $arg }; > > } > > > > I changed the first loop to pull the object if it was passed in and > set the id to the object->id or to 0. So it should default back to > what it was doing before if no object is currently passed in. > > > > Someone please take the time to read this and let me know if what I > did is good or not. If ne1 else is having this issue and needs a patch > file I can create one and send / post it somewhere, just lmk. > > > > Thanks for all the help this list has been so far. > > -Jeff > > > > From:rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff > Platter > Sent: Tuesday, June 12, 2007 4:36 PM > To: rt-users at lists.bestpractical.com > Subject: [FILTER] [rt-users] Not saving custom fields in RTFM upon > Article creation > > > > > I?m using RTFM 2.2.0RC5 with RT 3.6.3. I have created a custom field > for the body of the article. I have setup all permissions on the > custom field and added it to the class that I want it in. When > creating a new article it doesn?t save the value of the custom field > that I have. I have to go back in to the article and modify the field > and then it saves ok. > > > > Is this a bug or is there a setting that I?m missing? > > > > Thanks, > > -Jeff Hi, Jeff, thanks very much for this email. It solved the problem we were having with RTFM too when upgrading from 3.4 to 3.6 and trying to extract RTFM articles. Has this been verified as a bug, or is there possibly something wrong with my installation? Currently running RT 3.6.4 and RTFM 2.2.0RC5. Also had the same problem with RT 3.6.4 and RTFM 2.0.4. With this patch for now it appears that all is working flawlessly. Thanks to all on the list for help and to the devs for a great product in RT and RTFM, Dave Patch generated from Jeff's suggestions: [root at rt Interface]# diff -u Web.pm.20070706 Web.pm --- Web.pm.20070706 2007-07-06 09:34:50.000000000 -0400 +++ Web.pm 2007-07-06 09:36:36.000000000 -0400 @@ -1198,8 +1198,14 @@ # format: Object---CustomField-- next unless $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d +)-(.*)$/; + # added by dbh for rtfm issue + my $Object = $args{'Object'} if exists $args{'Object'}; + my $id = $Object->id || 0; + # For each of those objects, find out what custom fields we want to work with. - $custom_fields_to_mod{ $1 }{ $2 || 0 }{ $3 }{ $4 } = $ARGSRef->{ $arg }; + #$custom_fields_to_mod{ $1 }{ $2 || 0 }{ $3 }{ $4 } = $ARGSRef->{ $arg }; + # this line modified by dbh too, for rtfm issue + $custom_fields_to_mod{ $1 }{ $2 || $id }{ $3 }{ $4 } = $ARGSRef->{ $arg }; } # For each of those objects -------------- next part -------------- An HTML attachment was scrubbed... URL: From JStark at sumtotalsystems.com Fri Jul 6 10:10:59 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Fri, 6 Jul 2007 07:10:59 -0700 Subject: [rt-users] RT CLI and Custom Fields In-Reply-To: <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03CA8882@mtn-exch1.sumtotalsystems.com> I just tried very similar to what you have Kevin, still no luck. [jstark at server obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level} = "Sev 3"') -bash: syntax error near unexpected token `(' - Stark -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, July 05, 2007 3:59 PM To: RT Users Subject: Re: [rt-users] RT CLI and Custom Fields On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: > has anyone successfully used the CLI to query RT Custom fields? I > found a few posts, but with no responses. > > Here is an example: > > /opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") This works fine for me ./bin/rt ls -i 'CF.{foo} = "bar"' -kevin _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From ktm at rice.edu Fri Jul 6 10:18:08 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 6 Jul 2007 09:18:08 -0500 Subject: [rt-users] RT CLI and Custom Fields In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03CA8882@mtn-exch1.sumtotalsystems.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> <1AC37FBEF7856646AC61A9F285BC14CC03CA8882@mtn-exch1.sumtotalsystems.com> Message-ID: <20070706141808.GB27590@it.is.rice.edu> Why are you putting the value in parentheses? The simple string in single quotes should work. Ken On Fri, Jul 06, 2007 at 07:10:59AM -0700, Jeff Stark wrote: > I just tried very similar to what you have Kevin, still no luck. > > [jstark at server obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level} = > "Sev 3"') > -bash: syntax error near unexpected token `(' > > > - Stark > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Thursday, July 05, 2007 3:59 PM > To: RT Users > Subject: Re: [rt-users] RT CLI and Custom Fields > > > On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: > > > has anyone successfully used the CLI to query RT Custom fields? I > > found a few posts, but with no responses. > > > > Here is an example: > > > > /opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") > > This works fine for me > > ./bin/rt ls -i 'CF.{foo} = "bar"' > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Fri Jul 6 10:22:48 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 6 Jul 2007 16:22:48 +0200 Subject: AW: [rt-users] "RT at a glance with one column" - how to enable? Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944855DB@w3hamboex11.ger.win.int.kn> Just remove all modules from the summary. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Fri Jul 06 14:19:10 2007 Subject: [rt-users] "RT at a glance with one column" - how to enable? Hi, I see that the "RT at a glance with one column" feature has been backported, but I don't see how to enable it. I tried going into "Configuration->Global->RT at a glance" and deleting everything from the summary area, then I edited my personal RT at a glance page and hit the "Reset to default" button, which shows that there isn't anything in the summary part - but it still shrinks the page to allow for an empty summary. Help? ...thnx, ...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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From JStark at sumtotalsystems.com Fri Jul 6 10:43:25 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Fri, 6 Jul 2007 07:43:25 -0700 Subject: [rt-users] RT CLI and Custom Fields In-Reply-To: <20070706141808.GB27590@it.is.rice.edu> References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> <1AC37FBEF7856646AC61A9F285BC14CC03CA8882@mtn-exch1.sumtotalsystems.com> <20070706141808.GB27590@it.is.rice.edu> Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03CA88B9@mtn-exch1.sumtotalsystems.com> When I remove the parenthesis and try this I get the following: [jstark at server obj]# /opt/rt3/bin/rt list -i 'CF.{Severity Level} = "Sev 3"' rt: Invalid query: ''. Invalid query: ''. [jstark at server obj]# /opt/rt3/bin/rt list -i "CF.{Severity Level} = 'Sev 3'" rt: Invalid query: ''. Invalid query: ''. -Stark -----Original Message----- From: Kenneth Marshall [mailto:ktm at rice.edu] Sent: Friday, July 06, 2007 10:18 AM To: Jeff Stark Cc: Kevin Falcone; RT Users Subject: Re: [rt-users] RT CLI and Custom Fields Why are you putting the value in parentheses? The simple string in single quotes should work. Ken On Fri, Jul 06, 2007 at 07:10:59AM -0700, Jeff Stark wrote: > I just tried very similar to what you have Kevin, still no luck. > > [jstark at server obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level} = > "Sev 3"') > -bash: syntax error near unexpected token `(' > > > - Stark > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > Falcone > Sent: Thursday, July 05, 2007 3:59 PM > To: RT Users > Subject: Re: [rt-users] RT CLI and Custom Fields > > > On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: > > > has anyone successfully used the CLI to query RT Custom fields? I > > found a few posts, but with no responses. > > > > Here is an example: > > > > /opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") > > This works fine for me > > ./bin/rt ls -i 'CF.{foo} = "bar"' > > -kevin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ktm at rice.edu Fri Jul 6 10:47:24 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 6 Jul 2007 09:47:24 -0500 Subject: [rt-users] RT CLI and Custom Fields In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03CA88B9@mtn-exch1.sumtotalsystems.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> <1AC37FBEF7856646AC61A9F285BC14CC03CA8882@mtn-exch1.sumtotalsystems.com> <20070706141808.GB27590@it.is.rice.edu> <1AC37FBEF7856646AC61A9F285BC14CC03CA88B9@mtn-exch1.sumtotalsystems.com> Message-ID: <20070706144724.GC27590@it.is.rice.edu> Wow. The next step for me would be to run the CLI rt in debug mode and check that the commandline arguments are being passed in correctly. It may be that you need to do some more escaping to have it work. Ken On Fri, Jul 06, 2007 at 07:43:25AM -0700, Jeff Stark wrote: > When I remove the parenthesis and try this I get the following: > > [jstark at server obj]# /opt/rt3/bin/rt list -i 'CF.{Severity Level} = "Sev > 3"' > rt: Invalid query: ''. > Invalid query: ''. > > [jstark at server obj]# /opt/rt3/bin/rt list -i "CF.{Severity Level} = 'Sev > 3'" > rt: Invalid query: ''. > Invalid query: ''. > > > -Stark > > > > -----Original Message----- > From: Kenneth Marshall [mailto:ktm at rice.edu] > Sent: Friday, July 06, 2007 10:18 AM > To: Jeff Stark > Cc: Kevin Falcone; RT Users > Subject: Re: [rt-users] RT CLI and Custom Fields > > Why are you putting the value in parentheses? The simple string in > single quotes should work. > > Ken > > On Fri, Jul 06, 2007 at 07:10:59AM -0700, Jeff Stark wrote: > > I just tried very similar to what you have Kevin, still no luck. > > > > [jstark at server obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level} = > > "Sev 3"') > > -bash: syntax error near unexpected token `(' > > > > > > - Stark > > > > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Thursday, July 05, 2007 3:59 PM > > To: RT Users > > Subject: Re: [rt-users] RT CLI and Custom Fields > > > > > > On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: > > > > > has anyone successfully used the CLI to query RT Custom fields? I > > > found a few posts, but with no responses. > > > > > > Here is an example: > > > > > > /opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") > > > > This works fine for me > > > > ./bin/rt ls -i 'CF.{foo} = "bar"' > > > > -kevin > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > From JStark at sumtotalsystems.com Fri Jul 6 10:52:45 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Fri, 6 Jul 2007 07:52:45 -0700 Subject: [rt-users] RT CLI and Custom Fields In-Reply-To: <20070706144724.GC27590@it.is.rice.edu> References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> <1AC37FBEF7856646AC61A9F285BC14CC03CA8882@mtn-exch1.sumtotalsystems.com> <20070706141808.GB27590@it.is.rice.edu> <1AC37FBEF7856646AC61A9F285BC14CC03CA88B9@mtn-exch1.sumtotalsystems.com> <20070706144724.GC27590@it.is.rice.edu> Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03CA88C2@mtn-exch1.sumtotalsystems.com> Strangely enough....this works just fine: /opt/rt3/bin/rt list -i "Status = 'in-review' AND Resolved < '2 days ago'" -Stark -----Original Message----- From: Kenneth Marshall [mailto:ktm at rice.edu] Sent: Friday, July 06, 2007 10:47 AM To: Jeff Stark Cc: Kevin Falcone; RT Users Subject: Re: [rt-users] RT CLI and Custom Fields Wow. The next step for me would be to run the CLI rt in debug mode and check that the commandline arguments are being passed in correctly. It may be that you need to do some more escaping to have it work. Ken On Fri, Jul 06, 2007 at 07:43:25AM -0700, Jeff Stark wrote: > When I remove the parenthesis and try this I get the following: > > [jstark at server obj]# /opt/rt3/bin/rt list -i 'CF.{Severity Level} = > "Sev 3"' > rt: Invalid query: ''. > Invalid query: ''. > > [jstark at server obj]# /opt/rt3/bin/rt list -i "CF.{Severity Level} = > 'Sev 3'" > rt: Invalid query: ''. > Invalid query: ''. > > > -Stark > > > > -----Original Message----- > From: Kenneth Marshall [mailto:ktm at rice.edu] > Sent: Friday, July 06, 2007 10:18 AM > To: Jeff Stark > Cc: Kevin Falcone; RT Users > Subject: Re: [rt-users] RT CLI and Custom Fields > > Why are you putting the value in parentheses? The simple string in > single quotes should work. > > Ken > > On Fri, Jul 06, 2007 at 07:10:59AM -0700, Jeff Stark wrote: > > I just tried very similar to what you have Kevin, still no luck. > > > > [jstark at server obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level} = > > "Sev 3"') > > -bash: syntax error near unexpected token `(' > > > > > > - Stark > > > > > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > Falcone > > Sent: Thursday, July 05, 2007 3:59 PM > > To: RT Users > > Subject: Re: [rt-users] RT CLI and Custom Fields > > > > > > On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: > > > > > has anyone successfully used the CLI to query RT Custom fields? I > > > found a few posts, but with no responses. > > > > > > Here is an example: > > > > > > /opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") > > > > This works fine for me > > > > ./bin/rt ls -i 'CF.{foo} = "bar"' > > > > -kevin > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com Commercial support: > > sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > From ktm at rice.edu Fri Jul 6 10:59:44 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 6 Jul 2007 09:59:44 -0500 Subject: [rt-users] RT CLI and Custom Fields In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03CA88C2@mtn-exch1.sumtotalsystems.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> <1AC37FBEF7856646AC61A9F285BC14CC03CA8882@mtn-exch1.sumtotalsystems.com> <20070706141808.GB27590@it.is.rice.edu> <1AC37FBEF7856646AC61A9F285BC14CC03CA88B9@mtn-exch1.sumtotalsystems.com> <20070706144724.GC27590@it.is.rice.edu> <1AC37FBEF7856646AC61A9F285BC14CC03CA88C2@mtn-exch1.sumtotalsystems.com> Message-ID: <20070706145944.GD27590@it.is.rice.edu> Do any of the CLI custom field queries work? Is the rt command using the correct RT URL? These errors look similar to ones I received with RT 3.4. Ken On Fri, Jul 06, 2007 at 07:52:45AM -0700, Jeff Stark wrote: > Strangely enough....this works just fine: > > /opt/rt3/bin/rt list -i "Status = 'in-review' AND Resolved < '2 days > ago'" > > -Stark > > > -----Original Message----- > From: Kenneth Marshall [mailto:ktm at rice.edu] > Sent: Friday, July 06, 2007 10:47 AM > To: Jeff Stark > Cc: Kevin Falcone; RT Users > Subject: Re: [rt-users] RT CLI and Custom Fields > > Wow. The next step for me would be to run the CLI rt in debug mode and > check that the commandline arguments are being passed in correctly. > It may be that you need to do some more escaping to have it work. > > Ken > > On Fri, Jul 06, 2007 at 07:43:25AM -0700, Jeff Stark wrote: > > When I remove the parenthesis and try this I get the following: > > > > [jstark at server obj]# /opt/rt3/bin/rt list -i 'CF.{Severity Level} = > > "Sev 3"' > > rt: Invalid query: ''. > > Invalid query: ''. > > > > [jstark at server obj]# /opt/rt3/bin/rt list -i "CF.{Severity Level} = > > 'Sev 3'" > > rt: Invalid query: ''. > > Invalid query: ''. > > > > > > -Stark > > > > > > > > -----Original Message----- > > From: Kenneth Marshall [mailto:ktm at rice.edu] > > Sent: Friday, July 06, 2007 10:18 AM > > To: Jeff Stark > > Cc: Kevin Falcone; RT Users > > Subject: Re: [rt-users] RT CLI and Custom Fields > > > > Why are you putting the value in parentheses? The simple string in > > single quotes should work. > > > > Ken > > > > On Fri, Jul 06, 2007 at 07:10:59AM -0700, Jeff Stark wrote: > > > I just tried very similar to what you have Kevin, still no luck. > > > > > > [jstark at server obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level} = > > > > "Sev 3"') > > > -bash: syntax error near unexpected token `(' > > > > > > > > > - Stark > > > > > > > > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin > > > > Falcone > > > Sent: Thursday, July 05, 2007 3:59 PM > > > To: RT Users > > > Subject: Re: [rt-users] RT CLI and Custom Fields > > > > > > > > > On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: > > > > > > > has anyone successfully used the CLI to query RT Custom fields? I > > > > > found a few posts, but with no responses. > > > > > > > > Here is an example: > > > > > > > > /opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") > > > > > > This works fine for me > > > > > > ./bin/rt ls -i 'CF.{foo} = "bar"' > > > > > > -kevin > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > > sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > > sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > From JStark at sumtotalsystems.com Fri Jul 6 11:09:46 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Fri, 6 Jul 2007 08:09:46 -0700 Subject: [rt-users] RT CLI and Custom Fields In-Reply-To: <20070706145944.GD27590@it.is.rice.edu> References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> <1AC37FBEF7856646AC61A9F285BC14CC03CA8882@mtn-exch1.sumtotalsystems.com> <20070706141808.GB27590@it.is.rice.edu> <1AC37FBEF7856646AC61A9F285BC14CC03CA88B9@mtn-exch1.sumtotalsystems.com> <20070706144724.GC27590@it.is.rice.edu> <1AC37FBEF7856646AC61A9F285BC14CC03CA88C2@mtn-exch1.sumtotalsystems.com> <20070706145944.GD27590@it.is.rice.edu> Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03CA88D6@mtn-exch1.sumtotalsystems.com> Got it....the space in the custom field name was causing it to fail... /opt/rt3/bin/rt list -i "'CF.{Severity Level}' = 'Sev 4'" That works. Thanks for pushing in the right direction...sometimes I just need a nudge. -Stark The contents of this communication are considered SumTotal Confidential, and should not be shared with anyone outside of SumTotal, either electronically or verbally, without the express permission of the author(s). -----Original Message----- From: Kenneth Marshall [mailto:ktm at rice.edu] Sent: Friday, July 06, 2007 11:00 AM To: Jeff Stark Cc: Kevin Falcone; RT Users Subject: Re: [rt-users] RT CLI and Custom Fields Do any of the CLI custom field queries work? Is the rt command using the correct RT URL? These errors look similar to ones I received with RT 3.4. Ken On Fri, Jul 06, 2007 at 07:52:45AM -0700, Jeff Stark wrote: > Strangely enough....this works just fine: > > /opt/rt3/bin/rt list -i "Status = 'in-review' AND Resolved < '2 days > ago'" > > -Stark > > > -----Original Message----- > From: Kenneth Marshall [mailto:ktm at rice.edu] > Sent: Friday, July 06, 2007 10:47 AM > To: Jeff Stark > Cc: Kevin Falcone; RT Users > Subject: Re: [rt-users] RT CLI and Custom Fields > > Wow. The next step for me would be to run the CLI rt in debug mode and > check that the commandline arguments are being passed in correctly. > It may be that you need to do some more escaping to have it work. > > Ken > > On Fri, Jul 06, 2007 at 07:43:25AM -0700, Jeff Stark wrote: > > When I remove the parenthesis and try this I get the following: > > > > [jstark at server obj]# /opt/rt3/bin/rt list -i 'CF.{Severity Level} = > > "Sev 3"' > > rt: Invalid query: ''. > > Invalid query: ''. > > > > [jstark at server obj]# /opt/rt3/bin/rt list -i "CF.{Severity Level} = > > 'Sev 3'" > > rt: Invalid query: ''. > > Invalid query: ''. > > > > > > -Stark > > > > > > > > -----Original Message----- > > From: Kenneth Marshall [mailto:ktm at rice.edu] > > Sent: Friday, July 06, 2007 10:18 AM > > To: Jeff Stark > > Cc: Kevin Falcone; RT Users > > Subject: Re: [rt-users] RT CLI and Custom Fields > > > > Why are you putting the value in parentheses? The simple string in > > single quotes should work. > > > > Ken > > > > On Fri, Jul 06, 2007 at 07:10:59AM -0700, Jeff Stark wrote: > > > I just tried very similar to what you have Kevin, still no luck. > > > > > > [jstark at server obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level} > > > = > > > > "Sev 3"') > > > -bash: syntax error near unexpected token `(' > > > > > > > > > - Stark > > > > > > > > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > > > Kevin > > > > Falcone > > > Sent: Thursday, July 05, 2007 3:59 PM > > > To: RT Users > > > Subject: Re: [rt-users] RT CLI and Custom Fields > > > > > > > > > On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: > > > > > > > has anyone successfully used the CLI to query RT Custom fields? > > > > I > > > > > found a few posts, but with no responses. > > > > > > > > Here is an example: > > > > > > > > /opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") > > > > > > This works fine for me > > > > > > ./bin/rt ls -i 'CF.{foo} = "bar"' > > > > > > -kevin > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > > sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > > sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > From gleduc at mail.sdsu.edu Fri Jul 6 11:54:12 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 06 Jul 2007 08:54:12 -0700 Subject: [rt-users] will this work? In-Reply-To: <468DC064.7030406@yahoo.com> References: <468DC064.7030406@yahoo.com> Message-ID: <6.2.1.2.2.20070706082525.0247db20@mail.sdsu.edu> Hi Matt, Based on what you've said, it looks more complicated than it needs to be. If all you want to do is fire a scrip when an incoming e-mail subject line matches a string and the the user is a privileged user, you can use something like this: Description: Reset request from privileged user Condition: User Defined Action: (Whatever) Template: (Your template) Stage: TransactionCreate Custom condition: { ### True if e-mail is from a Privileged user and subject contains "reset" my $Transaction = $self->TransactionObj; my $Creator = $Transaction->CreatorObj; my $val = $Transaction->Type eq 'Correspond' && $Transaction->Subject =~ /\breset\s/i && $Creator->Privileged; return $val; } It might need a little tweaking because it's slightly different from what I use, but I think it'll work. Regards, Gene At 09:09 PM 7/5/2007, Mathew Snyder wrote: >I want to use a different template for the autoreply for a single queue. >Basically, I'll be matching the subject to a predetermined string. This >string >will only be used by privileged users but, to make certain that only they will >receive this auto reply, I want to set the condition for the scrip to >check for >them. > >Will it work to use > >my %userID; >my $users = new RT::Users(RT::CurrentUser); >$users->LimitToPrivileged; > >while (my $user = $users->Next) { > next if $user->Name eq 'root'; > $userID{$user->Name} = undef; >} > >if exists($userID{$self->TicketObj->Creator} { > return 1; >}else{ > return(undef); >} > >Thanks >Mathew >-- >Keep up with me and what I'm up to: http://theillien.blogspot.com >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From ktm at rice.edu Fri Jul 6 12:14:42 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 6 Jul 2007 11:14:42 -0500 Subject: [rt-users] RT CLI and Custom Fields In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03CA8908@mtn-exch1.sumtotalsystems.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03CA85C9@mtn-exch1.sumtotalsystems.com> <3354428D-C141-48D5-91C4-7157C38F0182@bestpractical.com> <1AC37FBEF7856646AC61A9F285BC14CC03CA8882@mtn-exch1.sumtotalsystems.com> <20070706141808.GB27590@it.is.rice.edu> <1AC37FBEF7856646AC61A9F285BC14CC03CA88B9@mtn-exch1.sumtotalsystems.com> <20070706144724.GC27590@it.is.rice.edu> <1AC37FBEF7856646AC61A9F285BC14CC03CA88C2@mtn-exch1.sumtotalsystems.com> <20070706145944.GD27590@it.is.rice.edu> <1AC37FBEF7856646AC61A9F285BC14CC03CA8908@mtn-exch1.sumtotalsystems.com> Message-ID: <20070706161442.GF27590@it.is.rice.edu> Jeff, You need to use a different syntax currently to use the rt CLI to edit custom file values. e.g. query: rt ls "Queue='General' AND CF.{SomeDefinedCustomField} is not 'NULL'" ... but the edit would be something like: rt edit ticket/1 add CF-SomeDefinedCustomField='Value' Where the string "SomeDefinedCustomField" is the numerical value for the custom field. Alternatively, the RT-REST perl module is easy to use and works well. Ken On Fri, Jul 06, 2007 at 08:34:46AM -0700, Jeff Stark wrote: > Hey Ken...sorry to be such a pain...quick question..can you "edit" > ticket custom fields via CLI too? > > I have this, but it's not working...I have a similar item that updates > status and works great. The query up to the | works fine. > > > /opt/rt3/bin/rt list -i "(Status = 'new' OR Status = 'open' OR Status = > 'stalled') AND ('CF.{Severity Level}' LIKE 'Sev 3' OR 'CF.{Severity > Level}' LIKE 'Sev 4') AND ('CF.{Customer}' LIKE '%(p)' OR > 'CF.{Customer}' LIKE '%(ep)')" | /opt/rt3/bin/rt edit - set > 'CF.{Severity Level}'='Sev 2 (Premier Support ONLY)' > > Everything I am seeing would indicate that it should, as if I use > interactive mode, I can see the custom fields in the form. > > Any thoughts...thanks again for all of your help so far. > > - Stark > > -----Original Message----- > From: Kenneth Marshall [mailto:ktm at rice.edu] > Sent: Friday, July 06, 2007 11:00 AM > To: Jeff Stark > Cc: Kevin Falcone; RT Users > Subject: Re: [rt-users] RT CLI and Custom Fields > > Do any of the CLI custom field queries work? Is the rt command using the > correct RT URL? These errors look similar to ones I received with RT > 3.4. > > Ken > > On Fri, Jul 06, 2007 at 07:52:45AM -0700, Jeff Stark wrote: > > Strangely enough....this works just fine: > > > > /opt/rt3/bin/rt list -i "Status = 'in-review' AND Resolved < '2 days > > ago'" > > > > -Stark > > > > > > -----Original Message----- > > From: Kenneth Marshall [mailto:ktm at rice.edu] > > Sent: Friday, July 06, 2007 10:47 AM > > To: Jeff Stark > > Cc: Kevin Falcone; RT Users > > Subject: Re: [rt-users] RT CLI and Custom Fields > > > > Wow. The next step for me would be to run the CLI rt in debug mode and > > > check that the commandline arguments are being passed in correctly. > > It may be that you need to do some more escaping to have it work. > > > > Ken > > > > On Fri, Jul 06, 2007 at 07:43:25AM -0700, Jeff Stark wrote: > > > When I remove the parenthesis and try this I get the following: > > > > > > [jstark at server obj]# /opt/rt3/bin/rt list -i 'CF.{Severity Level} = > > > "Sev 3"' > > > rt: Invalid query: ''. > > > Invalid query: ''. > > > > > > [jstark at server obj]# /opt/rt3/bin/rt list -i "CF.{Severity Level} = > > > 'Sev 3'" > > > rt: Invalid query: ''. > > > Invalid query: ''. > > > > > > > > > -Stark > > > > > > > > > > > > -----Original Message----- > > > From: Kenneth Marshall [mailto:ktm at rice.edu] > > > Sent: Friday, July 06, 2007 10:18 AM > > > To: Jeff Stark > > > Cc: Kevin Falcone; RT Users > > > Subject: Re: [rt-users] RT CLI and Custom Fields > > > > > > Why are you putting the value in parentheses? The simple string in > > > single quotes should work. > > > > > > Ken > > > > > > On Fri, Jul 06, 2007 at 07:10:59AM -0700, Jeff Stark wrote: > > > > I just tried very similar to what you have Kevin, still no luck. > > > > > > > > [jstark at server obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level} > > > > > = > > > > > > "Sev 3"') > > > > -bash: syntax error near unexpected token `(' > > > > > > > > > > > > - Stark > > > > > > > > > > > > > > > > -----Original Message----- > > > > From: rt-users-bounces at lists.bestpractical.com > > > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > > > > Kevin > > > > > > Falcone > > > > Sent: Thursday, July 05, 2007 3:59 PM > > > > To: RT Users > > > > Subject: Re: [rt-users] RT CLI and Custom Fields > > > > > > > > > > > > On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote: > > > > > > > > > has anyone successfully used the CLI to query RT Custom fields? > > > > > > I > > > > > > > found a few posts, but with no responses. > > > > > > > > > > Here is an example: > > > > > > > > > > /opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3'") > > > > > > > > This works fine for me > > > > > > > > ./bin/rt ls -i 'CF.{foo} = "bar"' > > > > > > > > -kevin > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > > > sales at bestpractical.com > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > > > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com Commercial support: > > > > sales at bestpractical.com > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > > > > > > From mario.gomide at agricultura.gov.br Fri Jul 6 12:56:57 2007 From: mario.gomide at agricultura.gov.br (Mario Gomide) Date: Fri, 06 Jul 2007 13:56:57 -0300 Subject: [rt-users] Forcing Status Changes Message-ID: <468E7459.1090207@agricultura.gov.br> Hello list, I am trying to set RT to work allowing or denying certain custom statuses. For example, I have the "X" custom status and whenever a ticket has this status, the next status can only be "Y" or "Z", but it cannot be "A". I read the foruns and I'm still not sure if it can be done by crating scrips or by modifying Ticket_Overlay.pm (or any other file). Actually, I've started creating scripconditions that check the current status, but now I have to create the scripactions that compare the next status with the active status, and then it will take some action: if it isn't a possible status change, then go back and warn. If it is a possible status change, go ahead and change. Has anyone tried to do this? Is there any other easier way? Is there something done, like forcing the status changes? Thanks a lot! Any suggestions are welcome! Mario Gomide From gleduc at mail.sdsu.edu Fri Jul 6 13:21:55 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 06 Jul 2007 10:21:55 -0700 Subject: [rt-users] Forcing Status Changes In-Reply-To: <468E7459.1090207@agricultura.gov.br> References: <468E7459.1090207@agricultura.gov.br> Message-ID: <6.2.1.2.2.20070706095938.024dfcb8@mail.sdsu.edu> Hi Mario, What you want to do can be done in RT with an OnStatusChange scrip that checks $self->TransactionObj->OldValue and $self->TransactionObj->NewValue. If the values don't meet your criteria, change the status back to the OldValue. I've never used custom status values, so if they require unusual handling then this might not work. If they work like standard status values, something like this should do the trick: Condition: User Defined Action: User Defined Template: Global blank Custom condition: { ### true if transaction is a status change my $Transaction = $self->TransactionObj; my $val = $Transaction->Type eq "Status"; return $val; } Custom prep action: return 1; Custom commit action: ### Check to make sure new status value makes sense my $Transaction = $self->TransactionObj; my $Ticket = $self->TicketObj; my $Old = $Transaction->OldValue; my $New = $Transaction->NewValue; if ($Old eq "X" && ! ($New eq "Y" || $New eq "Z")) { $Ticket->_Set(Field=>"Status", Value=>$Old, RecordTransaction=>0); } return 1; I just typed this in without confirming that it works as-is, so there might be something off in the syntax, but here's what it's doing: 1. Fire the scrip if there's been a status change 2. See if the old value was "X" and the new value is not "Y" or "Z". If so... 3. Set the status back to the old value without creating a transaction (so scrips don't fire again) Since you have a specific list of allowed changes ("Y" and "Z") you don't have to concern yourself with "A". Regards, Gene At 09:56 AM 7/6/2007, Mario Gomide wrote: >Hello list, > >I am trying to set RT to work allowing or denying certain custom statuses. >For example, I have the "X" custom status and whenever a ticket has this >status, the next status can only be "Y" or "Z", but it cannot be "A". > >I read the foruns and I'm still not sure if it can be done by crating >scrips or by modifying Ticket_Overlay.pm (or any other file). > >Actually, I've started creating scripconditions that check the current >status, but now I have to create the scripactions that compare the next >status with the active status, and then it will take some action: if it >isn't a possible status change, then go back and warn. If it is a possible >status change, go ahead and change. > >Has anyone tried to do this? Is there any other easier way? Is there >something done, like forcing the status changes? > >Thanks a lot! >Any suggestions are welcome! > >Mario Gomide >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a >copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From Richard.Ellis at Sun.COM Fri Jul 6 13:33:49 2007 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Fri, 06 Jul 2007 18:33:49 +0100 Subject: [rt-users] Can't use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50, line 1662 In-Reply-To: References: <468A02D5.1040501@sun.com> Message-ID: <468E7CFD.6070308@sun.com> Hi Jesse, I have just removed all content under local/html and also dropped and reinitialised the database and still see the same error. The only thing I can think of is it must be a compatibility issue with one of the deps. I'm checking an autobundle of our perl version 5.8.4 against the testdeps requirements, one line at a time to try and find the culprit. Thanks Rik Jesse Vincent wrote: > This code has been refactored for 3.6.4. Can you tell me if it still > happens with the RC of 3.6.4? (Which will become the release just as > soon as I get settled at work again.) > > Jesse > On Jul 3, 2007, at 10:03 AM, Richard Ellis wrote: > >> Hi Guys, >> >> I first emailed this one in in May. Full details of the errors etc >> are on this archive: >> http://www.gossamer-threads.com/lists/rt/users/65651?#65651 >> An extract is below, but full details of our system etc are on that >> thread. >> >> *System error* >> >> *error:* Can't use string ("") as a HASH ref while "strict refs" in >> use at /opt/rt3/share/html/Elements/MyRT line 50, line 1662. >> *context:* >> *...* >> *46:* >> *47:* >> *48:*
>> *49:* >> *50:* % for my $portlet (@{$portlets->{body}}) { >> *51:* <% $show_cb->( $portlet ) %> >> *52:*
>> *53:* % } >> *54:* >> *...* >> >> *code stack:* /opt/rt3/share/html/Elements/MyRT:50 >> /opt/rt3/share/html/index.html:79 >> /opt/rt3/share/html/autohandler:292 >> >> raw error >> >> Can't use string ("") as a HASH ref while "strict refs" in use at >> /opt/rt3/share/html/Elements/MyRT line 50, line 1662. >> >> >> Trace begun at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm line 131 >> HTML::Mason::Exceptions::rethrow_exception('Can\'t use string ("") as >> a HASH ref while "strict refs" in use at >> /opt/rt3/share/html/Elements/MyRT line 50, line 1662.^J') >> called at /opt/rt3/share/html/Elements/MyRT line 50 >> HTML::Mason::Commands::__ANON__ at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x18b3c20)') >> called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm >> line 1074 >> eval {...} at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 >> HTML::Mason::Request::comp(undef, undef) called at >> /opt/rt3/share/html/index.html line 79 >> HTML::Mason::Commands::__ANON__ at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x17bab60)') >> called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm >> line 1074 >> eval {...} at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 >> HTML::Mason::Request::comp(undef, undef, undef) called at >> /opt/rt3/share/html/autohandler line 292 >> HTML::Mason::Commands::__ANON__ at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 >> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x17e7afc)') >> called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm >> line 1069 >> eval {...} at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 >> HTML::Mason::Request::comp(undef, undef, undef) called at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 >> eval {...} at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 >> eval {...} at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 297 >> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1972fa4)') >> called at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line >> 134 >> eval {...} at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line >> 134 >> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1972fa4)') >> called at >> /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line >> 792 >> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x12c3acc)', >> 'Apache=SCALAR(0x14cbd54)') called at /opt/rt3/bin/webmux.pl line 123 >> eval {...} at /opt/rt3/bin/webmux.pl line 123 >> RT::Mason::handler('Apache=SCALAR(0x14cbd54)') called at /dev/null >> line 0 >> eval {...} at /dev/null line 0 >> >> >> Since then, I have had private emails from 4 people, who are seeing >> the same error. It occurred on our kit, when I was upgrading our test >> instance from 3.4.6 to 3.6.3. >> >> Everything was fine until after I applied the 3.5.1 patches and >> restarted everything. It would appear this isn't unique to our setup. >> >> Does anyone have any ideas how to even begin to find the source of >> the bug? I can't take the risk of upgrading our live server until I >> can prove this isn't going to screw everything up and I need to >> complete migrating our live instance to a new set of hardware soon. >> >> Any ideas anyone? >> >> Thanks >> Richard >> >> -- >> Richard Ellis >> .Sun B2B Operations >> Sun Microsystems x24727 >> http://sun.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 alden at math.ohio-state.edu Fri Jul 6 14:10:37 2007 From: alden at math.ohio-state.edu (Dave Alden) Date: Fri, 6 Jul 2007 14:10:37 -0400 Subject: [rt-users] "RT at a glance with one column" - how to enable? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03944855DB@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB03944855DB@w3hamboex11.ger.win.int.kn> Message-ID: <20070706181036.GA21583@math.ohio-state.edu> Hi, On Fri, Jul 06, 2007 at 04:22:48PM +0200, Ham MI-ID, Torsten Brumm wrote: > Just remove all modules from the summary. I think I've done that. :-) In "Customize RT at a glance", the area "RT at a glance: summary" shows nothing in the right hand column. When the "RT at a glance" page intially loads, it teases me with a "full-screen" effect, then it quickly shrinks the width of the main part of the screen to ~2/3 of the screen. Help? ...dave -- Dave Alden The Ohio State University Department of Mathematics From garyo at genarts.com Fri Jul 6 23:42:47 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Fri, 06 Jul 2007 23:42:47 -0400 Subject: [rt-users] Javascript files give "syntax error": not substituted? Message-ID: <468F0BB7.9000202@genarts.com> I'm pretty new at RT. Just installed 3.6.4 on Linux FC4, MySQL, apache, mod_perl. RT pretty much all works, except the JavaScript hide/show stuff doesn't. That seems to be because all the js files in /rt/NoAuth/js use "%" as a comment char and seem to need some kind of text-substitution. But they're coming through unmodified to the client side. Here's one such error: Error: syntax error Source File: http://my.domain/rt/NoAuth/js/util.js Line: 1 Source Code: %# BEGIN BPS TAGGED BLOCK {{{ Are these files supposed to get processed on the server before getting sent to the client? My httpd config is very simple (my RT runs in http://my.domain/rt): Alias /rt "/opt/rt3/share/html" AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html SetHandler perl-script PerlHandler RT::Mason So what have I misconfigured? thx, -- Gary Oberbrunner From hornetmadness at gmail.com Sat Jul 7 11:18:59 2007 From: hornetmadness at gmail.com (Hornet) Date: Sat, 7 Jul 2007 15:18:59 +0000 Subject: [rt-users] Audible alerts Message-ID: Hello, I'm looking to add an alert when a new ticket is created or status has changed to open. I can write the Perl code, but I'm lost as to which file I should add it to? Basically I want to see if the status is new or open and play a .Wave file. I thought about making a scrip, but I don't think that will work with the GUI. I've look at if not at all, most of the .html files. I'm using RT 3.4.5. -- -Erik- From theillien at yahoo.com Sun Jul 8 02:42:12 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 08 Jul 2007 02:42:12 -0400 Subject: [rt-users] local/html behaviour in 3.6.4 Message-ID: <46908744.80809@yahoo.com> I've set up the Elements and NoAuth directories within local/html so I can have localized customizations. Nothing significant, just the Header logo and color scheme. However, not all changes take effect. For instance, on teh Customize RT at a glance, instead of having the logo I've set up, I get the Best Practical logo. Every other page uses the logo I've set up though. In order to get the color scheme to take, I have to reload the page a few times. Any thoughts on why this might be the case? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From torsten.brumm at googlemail.com Sun Jul 8 06:37:28 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Sun, 8 Jul 2007 12:37:28 +0200 Subject: [rt-users] local/html behaviour in 3.6.4 In-Reply-To: <46908744.80809@yahoo.com> References: <46908744.80809@yahoo.com> Message-ID: Hi mathew, With the logo is not a behaviour with 3.6.4 this was alreday since 3.4 a problem, I copied the logo into the share/noauth directory. Torsten 2007/7/8, Mathew Snyder : > I've set up the Elements and NoAuth directories within local/html so I can > have > localized customizations. Nothing significant, just the Header logo and > color > scheme. However, not all changes take effect. For instance, on teh > Customize > RT at a glance, instead of having the logo I've set up, I get the Best > Practical > logo. Every other page uses the logo I've set up though. In order to get > the > color scheme to take, I have to reload the page a few times. > > Any thoughts on why this might be the case? > > Mathew > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de From theillien at yahoo.com Sun Jul 8 06:40:17 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 08 Jul 2007 06:40:17 -0400 Subject: [rt-users] local/html behaviour in 3.6.4 In-Reply-To: References: <46908744.80809@yahoo.com> Message-ID: <4690BF11.8050606@yahoo.com> I had to do that as well. But what I mean is that it shows up on most pages but not on the one. Keep up with me and what I'm up to: http://theillien.blogspot.com Torsten Brumm wrote: > Hi mathew, > With the logo is not a behaviour with 3.6.4 this was alreday since 3.4 > a problem, I copied the logo into the share/noauth directory. > > Torsten > > > 2007/7/8, Mathew Snyder : >> I've set up the Elements and NoAuth directories within local/html so I >> can >> have >> localized customizations. Nothing significant, just the Header logo and >> color >> scheme. However, not all changes take effect. For instance, on teh >> Customize >> RT at a glance, instead of having the logo I've set up, I get the Best >> Practical >> logo. Every other page uses the logo I've set up though. In order to >> get >> the >> color scheme to take, I have to reload the page a few times. >> >> Any thoughts on why this might be the case? >> >> Mathew >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From torsten.brumm at Kuehne-Nagel.com Sun Jul 8 07:22:37 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Sun, 8 Jul 2007 13:22:37 +0200 Subject: AW: Re: [rt-users] local/html behaviour in 3.6.4 Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944855E1@w3hamboex11.ger.win.int.kn> Ok, what have you done? How did your customizations look like? For the logo I had replaced the bps gif under noauth/images that was enough. Stupid question: you. Cleaned the mason cache and also the browser cache? Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: Torsten Brumm CC: RT Users Sent: Sun Jul 08 12:40:17 2007 Subject: Re: [rt-users] local/html behaviour in 3.6.4 I had to do that as well. But what I mean is that it shows up on most pages but not on the one. Keep up with me and what I'm up to: http://theillien.blogspot.com Torsten Brumm wrote: > Hi mathew, > With the logo is not a behaviour with 3.6.4 this was alreday since 3.4 > a problem, I copied the logo into the share/noauth directory. > > Torsten > > > 2007/7/8, Mathew Snyder : >> I've set up the Elements and NoAuth directories within local/html so I >> can >> have >> localized customizations. Nothing significant, just the Header logo and >> color >> scheme. However, not all changes take effect. For instance, on teh >> Customize >> RT at a glance, instead of having the logo I've set up, I get the Best >> Practical >> logo. Every other page uses the logo I've set up though. In order to >> get >> the >> color scheme to take, I have to reload the page a few times. >> >> Any thoughts on why this might be the case? >> >> Mathew >> -- >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From svitter at list.ru Sun Jul 8 16:30:50 2007 From: svitter at list.ru (Viktor) Date: Mon, 09 Jul 2007 00:30:50 +0400 Subject: =?koi8-r?Q?Re=3A_[rt-users]_Assigning_owner_on_reply?= In-Reply-To: <1183532834.12562.10.camel@wellerm.uk.evolving.com> References: <1183532834.12562.10.camel@wellerm.uk.evolving.com> Message-ID: Hi, Matt. Here is the patch to rt-3.6.3 codebase to assign the ticket to the user acting upon it. The idea is to patch 'sub SetStatus' located at lib/RT/Ticket_Overlay.pm so that it automatically 'Takes' the given ticket on behalf of the 'CurrentUser' (or 'Steal's it if it has an owner by that moment). If you use another version of rt, please keep in mind you should Take/Steal the ticket just after ACL/dependencies check and before any changes. There should be a solution built upon scips but I would advise you to avoid them in this particular situation. An owner should be set for every ticket acted upon, as early as possible, no matter the queue, no matter the status, no matter any other conditions. Shouldn't it? :) Hope this helps. --- lib/RT/Ticket_Overlay.pm Fri Dec 1 22:00:23 2006 +++ local/lib/RT/Ticket_Overlay.pm Fri Mar 23 00:16:59 2007 @@ -3233,6 +3233,16 @@ return (0, $self->loc('That ticket has unresolved dependencies')); } + if ( $RT::SystemUser->Id != $self->CurrentUser->Id ) { + my ( $trans_id, $message ); + if ( $RT::Nobody->Id == $self->OwnerObj->Id ) { + ( $trans_id, $message ) = $self->Take(); + } elsif ( !$self->IsOwner( $self->CurrentUser ) ) { + ( $trans_id, $message ) = $self->Steal(); + } + return ( 0, $message ) unless ( $trans_id || !$message ); + } + my $now = RT::Date->new( $self->CurrentUser ); $now->SetToNow(); -----Original Message----- From: Matt Weller To: rt-users at lists.bestpractical.com Date: Wed, 04 Jul 2007 08:07:14 +0100 Subject: [rt-users] Assigning owner on reply > > Can anyone please help, > > I am new to RT and I am trying to work out if I can set the owner of a > ticket to be someone who responds to a ticket. Current when a ticket is > created a mail is sent to a team of people and it would be useful if as > soon as someone updated the ticket is was assigned to that user. > > Thanks > Matt > This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis at evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments. > > Registered Office: One Angel Square, Torrens Street, London. EC1V 1PL. Registered number 2325854 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From haque.hasibul at gmail.com Sun Jul 8 18:59:10 2007 From: haque.hasibul at gmail.com (Hasibul Haque) Date: Sun, 8 Jul 2007 18:59:10 -0400 Subject: [rt-users] How do I give access of RT only to a exclusive group of users? Message-ID: Hi Listusers, I have installed RT on one of our systems and am wondering how do I make RT accessible to only a group of exclusive users. I received a lot of spams in on one day in my default rt@*****.com email address so I need to take this measure so that only users I allow can open a trouble ticket by email and all other spams are not accepted. We run our own Posfix mail server and al of my users also are subscribers to different Mailman lists that runs on the same mail server. I will appreicate your suggestions as to how I can go about resloving this issue. Also, is there a way to delete these spams that I have allready received from the RT system? Thanks, Hasib -------------- next part -------------- An HTML attachment was scrubbed... URL: From hhaque1208 at gmail.com Sun Jul 8 19:00:39 2007 From: hhaque1208 at gmail.com (Hasibul Haque) Date: Sun, 8 Jul 2007 19:00:39 -0400 Subject: [rt-users] How do I give access of RT only to a exclusive group of users? Message-ID: Hi Listusers, I have installed RT on one of our systems and am wondering how do I make RT accessible to only a group of exclusive users. I received a lot of spams in on one day in my default rt@*****.com email address so I need to take this measure so that only users I allow can open a trouble ticket by email and all other spams are not accepted. We run our own Posfix mail server and al of my users also are subscribers to different Mailman lists that runs on the same mail server. I will appreicate your suggestions as to how I can go about resloving this issue. Also, is there a way to delete these spams that I have allready received from the RT system? Thanks, Hasib -------------- next part -------------- An HTML attachment was scrubbed... URL: From sashag at austbrokers.com.au Mon Jul 9 03:02:30 2007 From: sashag at austbrokers.com.au (Sasha Gerrand) Date: Mon, 9 Jul 2007 17:02:30 +1000 Subject: [rt-users] local/html behaviour in 3.6.4 In-Reply-To: <46908744.80809@yahoo.com> References: <46908744.80809@yahoo.com> Message-ID: <11C1048FB499954D9C888EF15148AF0CB28577@austbdc.austbrok.local> Are you running with the $DevelMode flag on or off? That might be causing the unwanted caching, as well as the http server. (I haven't seen this replicated.) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder Sent: Sunday, 8 July 2007 4:42 PM To: RT Users Subject: [rt-users] local/html behaviour in 3.6.4 I've set up the Elements and NoAuth directories within local/html so I can have localized customizations. Nothing significant, just the Header logo and color scheme. However, not all changes take effect. For instance, on teh Customize RT at a glance, instead of having the logo I've set up, I get the Best Practical logo. Every other page uses the logo I've set up though. In order to get the color scheme to take, I have to reload the page a few times. Any thoughts on why this might be the case? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From sven.sternberger at desy.de Mon Jul 9 06:43:21 2007 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 09 Jul 2007 12:43:21 +0200 Subject: [rt-users] [Rt-announce] RT 3.6.4 now available. In-Reply-To: References: Message-ID: <1183977801.6250.5.camel@pcx4546.desy.de> Hello! I just want to give a short feedback. The new version greatly improved our performance the "at a glance site" is about 20-30% faster(we have about 20 queues and 1000 tickets) thanks for this release! sven On Thu, 2007-07-05 at 16:06 -0400, Jesse Vincent wrote: > I'm pleased to announce the immediate availability of RT 3.6.4: > > You can download this version of RT from: > > http://download.bestpractical.com/pub/rt/release/rt-3.6.4.tar.gz > > Best, > > Jesse > > > MD5SUMS: > b7a42c308a07b1f7a496d4d816bb87cc rt-3.6.4.tar.gz > 74bf36584c34db8cd4c0b5425ccba92e rt-3.6.4.tar.gz.sig > > > Features > > * Implement redirect after update in SelfService as it's implemented > in the full > interface, so people can reload page without side effects. Thanks > to doogles > and Todd Chapman. > > * if we have subject line regexp then we should use it during mail > sending. > Allow RT admins to use any token they want that matches the regexp. > So now it's possible to use the following in a template: > Subject: [not-rtname-token-that-match-re #{ $Ticket->id }] ... > > * Backport 'RT at glance with one column' feature from 3.7 > > * RT now complains when you try to start the application server with > either too-old a perl or a broken version of Scalar::Util. > > * [#8256] New API to avoid mail loop when using RT-Extension- > CommandByMail. > Thanks to pere at hungry.com. > > * Allow merging resolved tickets > > * Allow transactions to be displayed by range using the CLI. > Patch from Philip Kime. > > * Minor 3.6 style cleanups to tighten up the display a bit. > > * Allow users to use __WebXXX__ in a format string of searches > > Translations > > * New Swedish translation and updated Danish translation contributed > by Brian Kjelin Olsen and Schilling A/S > > * First cut Turkish translation from burakgursoy at gmx.net > > * Czech translation updates from Daniel Kastner > > Performance > > * Get rid of 1 query per queue in Queue Summary component on the 'RT > at glance' > page, should be visible on setups with a lot of queues. > > * Use 'Watcher = X' inestead of 'Requestor = X OR Cc = X OR AdminCc = > X' in > the SelfService interface. Both queries do quite the same job, but > the > former is significantly faster. Thanks to Dirk Pape for the catch. > > * Use a local array of attachments we have instead of $Transaction- > >Attachments > call in Ticket/Elements/ShowTransaction. > > Fixes > > * Fix setting up cookies, as result no more the relogin problem, and > allow > people choose WebSessionClass without side effects. > > * fix that lets users create tickets with custom field values in > SelfService > > * Now the autohandler *redirects* unprivileged users from Ticket/ > Display.html to > the Self-Service interface, so people see correct URL and browsers > correctly > build absolute URLs from relative (previously we were showing > wrong "Reply" > links). Thanks to David Chandek-Stark. > > * Fix situation when an user adds the same person into two or more > watcher groups > of a ticket. > > * Correct handling of a special value returned by email plugins. That > was wrong > idea to run next email plugin when the current plugin says that > everything > has been done (returned status -2). > > * Fix a bug in CustomField->Create where assigned Queue is not properly > associated with the newly created CF. This was previously not > exposed > because rt-setup-database is always supplying queue id to this > method. > > * Put the search navigation in the right submenu. Thanks to Dirk Pape > for > the patch. > > * We've done complete review of RT's dependencies. Added --with- > standalone > option to the configure script, so you don't have to install modules > required to use standalone server (useful for developers only). > We also don't ask to install modules required to support development > mode unless you've used --with-devel-mode option. Some modules > have been > removed from dependencies as we don't use them anymore or use them > only > indirectly. > > * don't push transactions into batch unless CommitScrips is true, > this fixes a bug: users click Reply button and we fire a correspond > scrip that is in the batch stage > > * [#8169] Added a missing to the Simple Search page. Thanks to > Arran Cudbard-Bell for the catch. > > * Rename sub '_' that may cause a failure in the CPAN module during > fixing > dependencies. > > * run callback Ticket/Display.html before redirect as people are > using it > to update the ticket, but redirect hides all arguments we had. Now > some callbacks contributed to the wiki should work again as expected. > > * Using named functions in Mason components may result in bugs due to > shared namespace, all such functions have been converted into > anon-subroutines. > > * Resolve a clobbered regex-match $1 by stashing the principal ID in a > temporary variable. Thanks to Richard Harman. > > * Fix errors propagation during changing CF values of a record. Thanks > to Philip Kime. > > * Fix errors propagation during creation of a ticket via REST. Thanks > to Philip Kime. > > * fix a bug with saved searches on the rt at glance when summary rows > preference > and rows per page of a saved search are different values. Summary > rows > options control number of rows you see in boxes on the rt at > glance page, > but when you click the subject line of a box you are redirected to > results > of the saved search and see as many rows as defined in the search. > > * fix problems in Quicksearch when queue name has the ampersand char > > * use local during filling the T:: namespace for a template processing, > otherwise we have a global reference to a ticket and destruction is > delayed which hurts TransactionBatch stage > > * reload the ticket after scrips run, so if one of your scrips > changes ticket data it'll be reflected in the new display > > * Move RT's detection of incoming mail that may be a loop or > autogenerated > to better catch such cases before certain "Permission denied" > messages are > generated. > > * [#8252] Include subject of bounced messages when mailing the RT owner > about a mail error. Thanks to . > > * [#8186] Fix a possible race condition in the "SetOwner" routine that > could be triggered when two users tried to take a ticket at the same > time. Thanks to Todd Chapman. > > * make bin/rt link work and fix the associated tests > > * Reworked searches by watchers (Requestors, Owners, Ccs and AdminCcs) > and added a lot of tests. However, 'Watcher.Field != X' still may > fail > under some conditions and this wouldn't be fixed in near future. > > * Fix for "unlimited rows" searches from James Bunch and Todd Chapman. > > * XHTML cleanup from Dirk Pape > > * Prevent accidental display of transactions from the wrong ticket > when you > explicitly specify a ticket id and a transaction id in the CLI. > Thanks to Philip Kime at Shopzilla. > > * [#8169] Enable UTF8 passwords. Thanks to Jedik. > > * Made MyDay.html actually work. Based in spirit on a patch from > Chris Hobbs. > > * The selected option of the "OrderBy"-selectbox cannot be saved in > Prefs/SearchOptions.html if only one (of possibly 4) sort field is > selected > and other are set to none. Thanks to Dirk Pape. > > * The drop.Oracle script was incomplete, drop statements were > incorrect for > version 3.6.3. Reported by Christophe Nowicki. > > * Fix an inaccurate error message. Thanks to Nicholas Clark. > > * Fix for "Page 1 of 0". Thanks to Nicholas Clark. > > * Better debugging info when schema files are missing. > Thanks to Nicholas Clark. > > * $RT::Timezone should now actually work, but your system must have > information > about zone you're using, usually this information lay under /usr/ > share/zoneinfo. > > * Log a notice when we choose not to redistribute autogenerated > messages. > Suggested by John Bartelt. > > * Fix SQL we generate on searches by content of attachments. > Should be better, but anyway it's still expensive operation. > > * make bin/rt link work and fix the associated tests > > > _______________________________________________ > RT-Announce mailing list > RT-Announce at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From fmendez at sherritt-intl.com Mon Jul 9 09:01:21 2007 From: fmendez at sherritt-intl.com (Mendez, Felix) Date: Mon, 9 Jul 2007 09:01:21 -0400 Subject: [rt-users] Why don't link work??? Message-ID: <9C2CDC14E5B4BF49BCE1A66AE970297901A59ACE@var-exch-01.VARSHERRITTOIL.MTC.com> Hi all. The RT Site show me the first page but When I click over the some link, this link don't work. Which can be the problem Thanks for advance Felix -------------- next part -------------- An HTML attachment was scrubbed... URL: From garyo at genarts.com Mon Jul 9 10:06:30 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Mon, 09 Jul 2007 10:06:30 -0400 Subject: [rt-users] Filter ticket text for display? Message-ID: <469240E6.1070208@genarts.com> Hi folks -- is there a hook to filter or process the ticket history texts (email bodies) when they're displayed? We'd like to turn certain pieces of text (identified by regex) into html links. Thanks! -- Gary Oberbrunner From falcone at bestpractical.com Mon Jul 9 10:12:17 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 Jul 2007 10:12:17 -0400 Subject: [rt-users] How do I give access of RT only to a exclusive group of users? In-Reply-To: References: Message-ID: <909A1FFF-9615-4D59-B4BB-10BEC9DA62D1@bestpractical.com> On Jul 8, 2007, at 7:00 PM, Hasibul Haque wrote: > > I have installed RT on one of our systems and am wondering how do I > make RT accessible to only a group of exclusive users. > I received a lot of spams in on one day in my default > rt@*****.com email address so I need to take this measure so that > only users I allow can open a trouble ticket by email and all other > spams are not accepted. > We run our own Posfix mail server and al of my users also are > subscribers to different Mailman lists that runs on the same mail > server. If you're willing to create all your users from your mailiman lists, you can take away the CreateTicket right from Everyone. That way only "approved" users can create tickets. Instead, you can grant the CreateTicket right to just privileged, or perhaps privileged and unprivileged users. > Also, is there a way to delete these spams that I have allready > received from the RT system? If marking them deleted isn't sufficient, you can look into RTx::Shredder -kevin From falcone at bestpractical.com Mon Jul 9 10:26:11 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 Jul 2007 10:26:11 -0400 Subject: [rt-users] Filter ticket text for display? In-Reply-To: <469240E6.1070208@genarts.com> References: <469240E6.1070208@genarts.com> Message-ID: On Jul 9, 2007, at 10:06 AM, Gary Oberbrunner wrote: > Hi folks -- is there a hook to filter or process the ticket history > texts > (email bodies) when they're displayed? We'd like to turn certain > pieces of > text (identified by regex) into html links. You should be able to use the ModifyDisplay callback in Tickets/Elements/ShowTransaction to do this. If you already have html mail, you can turn on PreferRichText in your config -kevin From fmendez at sherritt-intl.com Mon Jul 9 10:24:03 2007 From: fmendez at sherritt-intl.com (Mendez, Felix) Date: Mon, 9 Jul 2007 10:24:03 -0400 Subject: FW: [rt-users] Why don't link work??? Message-ID: <9C2CDC14E5B4BF49BCE1A66AE970297901A59B58@var-exch-01.VARSHERRITTOIL.MTC.com> I am using IE7 and the RT-3.6.3. When I connect to the site of the RT, this it requests me login and password. But, When I give it shows me codes of the next link. Please help me Thanks Felix -----Original Message----- From: Ben Weston [mailto:ben at computerhelpme.com] Sent: Monday, July 09, 2007 9:57 AM To: Mendez, Felix Subject: Re: [rt-users] Why don't link work??? Your a little light on details, but I will say that I've had problems working with RT (clicking on links and not going anywhere) under the newest version of Firefox (2.0 and higher), and have resorted to using IE7 for much of my ticket work. ~Hangs head in shame~ Can you give any more details? Ben Mendez, Felix wrote: > > Hi all. The RT Site show me the first page but When I click over the > some link, this link don't work. Which can be the problem > > > > > > Thanks for advance > > > > Felix > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jmoseley at corp.xanadoo.com Mon Jul 9 10:50:00 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Mon, 9 Jul 2007 09:50:00 -0500 Subject: FW: [rt-users] Why don't link work??? In-Reply-To: <9C2CDC14E5B4BF49BCE1A66AE970297901A59B58@var-exch-01.VARSHERRITTOIL.MTC.com> Message-ID: Try using a / at the end of your URL. For example: http://rt.example.com/rt/ You might also want to post the output of the 'codes' you receive after login. James Moseley "Mendez, Felix" To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject FW: [rt-users] Why don't link work??? 07/09/2007 09:24 AM I am using IE7 and the RT-3.6.3. When I connect to the site of the RT, this it requests me login and password. But, When I give it shows me codes of the next link. Please help me Thanks Felix -----Original Message----- From: Ben Weston [mailto:ben at computerhelpme.com] Sent: Monday, July 09, 2007 9:57 AM To: Mendez, Felix Subject: Re: [rt-users] Why don't link work??? Your a little light on details, but I will say that I've had problems working with RT (clicking on links and not going anywhere) under the newest version of Firefox (2.0 and higher), and have resorted to using IE7 for much of my ticket work. ~Hangs head in shame~ Can you give any more details? Ben Mendez, Felix wrote: > > Hi all. The RT Site show me the first page but When I click over the > some link, this link don't work. Which can be the problem > > > > > > Thanks for advance > > > > Felix > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 darling at ccdc.cam.ac.uk Mon Jul 9 10:52:49 2007 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Mon, 09 Jul 2007 15:52:49 +0100 Subject: [rt-users] Filter ticket text for display? In-Reply-To: <469240E6.1070208@genarts.com> References: <469240E6.1070208@genarts.com> Message-ID: <46924BC1.9000708@ccdc.cam.ac.uk> Hi Gary > Hi folks -- is there a hook to filter or process the ticket history texts > (email bodies) when they're displayed? We'd like to turn certain pieces of > text (identified by regex) into html links. http://wiki.bestpractical.com/view/CustomizingWithCallbacks I'm not sure how current it is, but it's working for me on RT 3.4 Essentially I created a file in the local/share/request-tracker3.4 tree called html/Callbacks/CCDC/Ticket/Elements/ShowMessageStanza/Default containing: <%init> my $val = $$content; use bytes; $val =~ s/(s?http|https):[\w\/\.:+\-]+/$&<\/a>/gi; $$content = $val; <%args> $content => undef If you capture anything in the , you can use $1, $2, ... in the replacement, as well as $& for the whole matched string. $val =~ s;(bug|bz|bugzilla)\s*(\d{4,6});$&;gi; would turn "bug 1234" into a clickable link. LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From garyo at genarts.com Mon Jul 9 10:56:28 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Mon, 09 Jul 2007 10:56:28 -0400 Subject: [rt-users] Filter ticket text for display? In-Reply-To: References: <469240E6.1070208@genarts.com> Message-ID: <46924C9C.1040005@genarts.com> Kevin Falcone wrote: > > On Jul 9, 2007, at 10:06 AM, Gary Oberbrunner wrote: > >> Hi folks -- is there a hook to filter or process the ticket history texts >> (email bodies) when they're displayed? We'd like to turn certain >> pieces of >> text (identified by regex) into html links. > > You should be able to use the ModifyDisplay callback in > Tickets/Elements/ShowTransaction to do this. Thanks, Kevin -- that looks like exactly what I need. I'll try it. Does anyone have a sample Callbacks/*/Elements/Ticket/ShowTransaction/ModifyDisplay callback? I don't really understand the calling convention, i.e. what are the args and what I'm supposed to return. Should I write a function, or is it just bare Mason/perl code? What are %INIT% and %ARGS% (I see those in some other callbacks)? Where do I get the actual ticket text (message body)? (I looked at the rt wiki page "CustomizingWithCallbacks" and it explains the proper file/dir to put the callback in, but doesn't say what it should look like.) thx, -- Gary From garyo at genarts.com Mon Jul 9 11:34:47 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Mon, 09 Jul 2007 11:34:47 -0400 Subject: [rt-users] Filter ticket text for display? In-Reply-To: <46924BC1.9000708@ccdc.cam.ac.uk> References: <469240E6.1070208@genarts.com> <46924BC1.9000708@ccdc.cam.ac.uk> Message-ID: <46925597.3070403@genarts.com> > Essentially I created a file in the local/share/request-tracker3.4 tree > called html/Callbacks/CCDC/Ticket/Elements/ShowMessageStanza/Default > containing: > > <%init> > my $val = $$content; > use bytes; > $val =~ s/(s?http|https):[\w\/\.:+\-]+/$&<\/a>/gi; > $$content = $val; > > <%args> > $content => undef > Thanks -- that's exactly what I needed! I updated the wiki page with this code. -- Gary From falcone at bestpractical.com Mon Jul 9 11:58:55 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Mon, 9 Jul 2007 11:58:55 -0400 Subject: [rt-users] Filter ticket text for display? In-Reply-To: <46924C9C.1040005@genarts.com> References: <469240E6.1070208@genarts.com> <46924C9C.1040005@genarts.com> Message-ID: On Jul 9, 2007, at 10:56 AM, Gary Oberbrunner wrote: > Kevin Falcone wrote: >> >> On Jul 9, 2007, at 10:06 AM, Gary Oberbrunner wrote: >> >>> Hi folks -- is there a hook to filter or process the ticket >>> history texts >>> (email bodies) when they're displayed? We'd like to turn certain >>> pieces of >>> text (identified by regex) into html links. >> >> You should be able to use the ModifyDisplay callback in >> Tickets/Elements/ShowTransaction to do this. > > Thanks, Kevin -- that looks like exactly what I need. I'll try > it. Does > anyone have a sample Callbacks/*/Elements/Ticket/ShowTransaction/ > ModifyDisplay > callback? I don't really understand the calling convention, i.e. > what are the > args and what I'm supposed to return. Should I write a function, > or is it > just bare Mason/perl code? What are %INIT% and %ARGS% (I see those > in some > other callbacks)? Where do I get the actual ticket text (message > body)? > > (I looked at the rt wiki page "CustomizingWithCallbacks" and it > explains the > proper file/dir to put the callback in, but doesn't say what it > should look like.) The RTFM and RTIR packages on http://download.bestpractical.com/pub/ rt/devel/ make extensive use of callbacks. I'm not sure if they use that specific callback, but you should be able to understand the technique from them. -kevin From fu.kwan.ho.allan at gmail.com Mon Jul 9 15:14:27 2007 From: fu.kwan.ho.allan at gmail.com (Allan Fu) Date: Mon, 9 Jul 2007 15:14:27 -0400 Subject: [rt-users] Re: RT 3.5.1 upgrade (insert) script hanging. In-Reply-To: <2bdab06e0707041144t66e731a9n15b9fceff5fd1420@mail.gmail.com> References: <2bdab06e0707041144t66e731a9n15b9fceff5fd1420@mail.gmail.com> Message-ID: <2bdab06e0707091214sc3b8faen354fa505ac6b476d@mail.gmail.com> k fixed. the database was missing the attribute table for whatever reason. On 7/4/07, Allan Fu wrote: > Hello, > > I'm currently upgrading from 3.2.1 to 3.6.3 > I'm going through the upgrade script. > > I've ran > schema / acl / insert upgrades for 3.3.0 , 3.3.11 with no problems. > However, as I run > insert for 3.5.1 ( there is no schema/ acl upgrades for 3.5.1), it > just hangs at the line > "Creating predefined searches..."' > > Any one have any ideas? > > Thanks, > > Allan > From slackamp at gmail.com Mon Jul 9 15:59:25 2007 From: slackamp at gmail.com (slamp slamp) Date: Mon, 9 Jul 2007 15:59:25 -0400 Subject: [rt-users] e-mail did not send to recipients Message-ID: <78926d250707091259m1f7f8c2al30e1f1f207d7dc21@mail.gmail.com> e-mail was processed by RT. /var/log/messages states that it sent it to specified recipients. under history in web view, it shows that it sent to the specified recipients. but no e-mail were ever sent! this is the only that did not get sent. other e-mails before and after this message were sent. it looks like it was sent using Vista and Office 11. Are there issues with RT and VISTA/OFFICE11? we do not want to lose mail (by not being able to see it from our inbox). here is the html content of the e-mail (extracted from RT)

TEXT WAS HERE

 

TEXT WAS HERE 

 

TEXT WAS HERE

 

 

 

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TEXT WAS HERE

 

SYSTEM DETAILS: CentOS release 4.5 RT 3.6.3 FastCgiIpcDir /var/cache/rt3 ServerAdmin noc at domain.com.net ServerName rt.domain.com.net TransferLog /var/log/httpd/access_log ErrorLog /var/log/httpd/error_log DocumentRoot /opt/rt3/share/html SSLEngine on SSLCertificateFile /etc/httpd/conf/ssl/rt.domain.com.net.crt SSLCertificateKeyFile /etc/httpd/conf/ssl/rt.domain.com.net.key SSLCACertificateFile /etc/httpd/conf/ssl/sf_issuing.crt AddDefaultCharset UTF-8 AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride None Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ From stroke_of_death at yahoo.com Mon Jul 9 20:41:36 2007 From: stroke_of_death at yahoo.com (Sean) Date: Mon, 9 Jul 2007 17:41:36 -0700 (PDT) Subject: [rt-users] Display problem in both RT 3.6.1 and 3.6.4 Message-ID: <493479.18079.qm@web58711.mail.re1.yahoo.com> Hi, I've searched the message archives and found someone else mentioning this problem, but found no solution. Basically, in both RT 3.6.1 and 3.6.4, when I am seeing the following problem: 1. Sometimes menu bars across the top "jump" down a line or two when I move my mouse over them. This happens in IE 6 and IE 7, but not firefox 2. On the "RT At a glance" page (and not really any others off the top of my head) The right-hand border of the boxes (plus 1/2 a character) is chopped off (no moving the scroll bar to the side either) This happens in IE 6 and IE 6, but not firefox and 3. (This is where this problem really affects me) - I created a custom field that was a combo-box I have created the box with anywhere between 1 and 7 entries, and still have the problem - when going to the ticket to edit the drop-down, the drop-down does not appear. I can "highlight" around the box, I can type text into the white-space where the box should be and even save what I type - but no drop-down capabilities (so no choosing) - the funny thing is - to create the custom field, I use a combo-box on the create a custom field page, so I know that the actual javascript code and my browser work with it. Again -- This happens in IE 6 and IE 7, but not firefox Nearest I can tell, this may be a problem with the way IE parses older CSS, which is why I upgraded my RT to 3.6.4, but this didn't fix it. I really wouldn't care if it was just #1 and #2, but #3 is really going to have a huge impact if i can't implement the combo-box. I will be more than happy to gather any required information in order to assist in figuring this out. Thanks, Jeff ____________________________________________________________________________________ Need a vacation? Get great deals to amazing places on Yahoo! Travel. http://travel.yahoo.com/ From stroke_of_death at yahoo.com Mon Jul 9 20:43:32 2007 From: stroke_of_death at yahoo.com (Sean) Date: Mon, 9 Jul 2007 17:43:32 -0700 (PDT) Subject: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ? Message-ID: <483715.99644.qm@web58713.mail.re1.yahoo.com> Hi, I was able once to find someone asking about bulk importing into AssetTracker, but have been unable to re-find the answer. Does anyone know if this is possible? We just did a huge inventory, and I would love to get my team using AssetTracker, and the ability to rapidly get all of the data we put into spreadsheets into RT/AssetTracker would be huge. Thanks, Jeff ____________________________________________________________________________________ Shape Yahoo! in your own image. Join our Network Research Panel today! http://surveylink.yahoo.com/gmrs/yahoo_panel_invite.asp?a=7 From Marc.Canale at ngc.com Mon Jul 9 23:43:18 2007 From: Marc.Canale at ngc.com (Canale, Marc) Date: Mon, 9 Jul 2007 23:43:18 -0400 Subject: [rt-users] Assigning Tickets Message-ID: <268151CC955BDF4191F0A03D1E640E92926802@XMBMD103.northgrum.com> Okay, our general setup is this: Group1 -> Queue1 Group2 -> Queue2 I want to be able for Group1 to move a ticket into Queue2 but NOT be able to see any of the tickets in Queue2 and vice versa. Is this possible? Thanks, Marc -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 11506 bytes Desc: not available URL: From pageram at gmail.com Tue Jul 10 00:10:37 2007 From: pageram at gmail.com (Ram Prasad) Date: Tue, 10 Jul 2007 00:10:37 -0400 Subject: [rt-users] posts not making to the database References: Message-ID: <001801c7c2a8$467d0080$d3770180$@com> I am having a weird issue ... When I try to post to rt, the mail makes to the list and to the mail gateway and a response is sent to poster. But, it is not there in the database at all. But, if I restart apache, click on each receips (and save) for the list, it works .. but only for sometime. Could someone help me with this please ? I see these in the log: >[Mon Jul 2 15:20:32 2007] [warning]: Use of uninitialized value in >concatenation (.) or string at >/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm line 425. >(/usr/lib/perl5/vendor_perl/5.8.8/RT/Principal_Overlay.pm:425) >[Mon Jul 2 15:20:32 2007] [warning]: DBD::mysql::st execute failed: >MySQL server has gone away at >/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm line 505. >(/usr/lib/perl5/site_perl/5.8.6//DBIx/SearchBuilder/Handle.pm:505) >[Mon Jul 2 15:20:33 2007] [warning]: RT::Handle=HASH(0xb5b32a8) >couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, >CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName >= 'SeeQueue') AND Principals.Disabled = 0 AND > eval {...} called at >/usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm line 1252 > HTML::Mason::Request::comp('undef', 'undef', 'undef', >'SessionType', 'REST', 'action', 'correspond', 'queue', 'iskme-feature', >...) called at /usr/lib/perl5/site_perl/5.8.6//HTML/Mason/Request.pm >line 466 From oliver.hookins at anchor.net.au Tue Jul 10 01:53:33 2007 From: oliver.hookins at anchor.net.au (Oliver Hookins) Date: Tue, 10 Jul 2007 15:53:33 +1000 Subject: [rt-users] Odd DB errors Message-ID: <20070710055333.GC7251@captain.bridge.anchor.net.au> Hi RT gang, recently we've started experiencing what looks like database errors in our RT 3.4.2 installation. We're using it with PostgreSQL 7.4.17 on RHEL4, and get some errors in the web interface like the following: error: DBD::Pg::st execute failed: ERROR: current transaction is aborted, commands ignored until end of transaction block context: ... 63: 64: $self->{update_sth}->bind_param(1, $session->{serialized}); 65: $self->{update_sth}->bind_param(2, $session->{data}->{_session_id}); 66: 67: $self->{update_sth}->execute; 68: 69: $self->{update_sth}->finish; 70: } 71: ... code stack: /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:67 /usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm:523 /usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm:477 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1078 raw error In the RT log there are a lot of messages (most of which look like diagnostics) but this one caught my eye: [Mon Jul 9 21:17:29 2007] [warning]: DBD::Pg::st execute failed: ERROR: access to noncontiguous page in hash index "transactions_oid" (/opt/rt3/lib/RT.pm:277) The only thing that occurred to me was that the indexes needed rebuilding on that table, which I did, but the problem has come back. I'm not sure if the error messages are related. I also have reports from users that they get errors like "message not recorded" when adding comments occasionally. Any ideas what all this might mean? -- Regards, Oliver From torsten.brumm at Kuehne-Nagel.com Tue Jul 10 02:44:14 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 10 Jul 2007 08:44:14 +0200 Subject: AW: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ? In-Reply-To: <483715.99644.qm@web58713.mail.re1.yahoo.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039470B516@w3hamboex11.ger.win.int.kn> Hi Jeff, these files are from the AT Wiki. Have fun. Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Sean Gesendet: Dienstag, 10. Juli 2007 02:44 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ? Hi, I was able once to find someone asking about bulk importing into AssetTracker, but have been unable to re-find the answer. Does anyone know if this is possible? We just did a huge inventory, and I would love to get my team using AssetTracker, and the ability to rapidly get all of the data we put into spreadsheets into RT/AssetTracker would be huge. Thanks, Jeff ____________________________________________________________________________________ Shape Yahoo! in your own image. Join our Network Research Panel today! http://surveylink.yahoo.com/gmrs/yahoo_panel_invite.asp?a=7 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: CreateAssetTypes.pl Type: application/octet-stream Size: 8870 bytes Desc: CreateAssetTypes.pl URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: ATDataImportFromCSV.pl Type: application/octet-stream Size: 3497 bytes Desc: ATDataImportFromCSV.pl URL: From alewis at systemsfusion.com Tue Jul 10 08:20:48 2007 From: alewis at systemsfusion.com (Andrew Lewis) Date: Tue, 10 Jul 2007 14:20:48 +0200 Subject: [rt-users] Branding RT 3.6.3 Message-ID: <34D31318EC210D448C343C9A182FE37801163EEE@exchange.sfsa.sysfusion.net> Hi, I searched the RT Wiki, Google, etc for a simple RT branding/look-and-feel-customisation HOWTO but came up blank, I take it no such thing exists? Also it would be nice if there were an official platform on which for people to share their modified RT themes (the best of which could be shipped as selectable themes with future releases of RT?). Best Regards, Andrew Lewis From sturner at MIT.EDU Tue Jul 10 09:05:01 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 10 Jul 2007 09:05:01 -0400 Subject: [rt-users] Assigning Tickets Message-ID: <6.2.3.4.2.20070710090455.03381740@po14.mit.edu> At Monday 7/9/2007 11:43 PM, you wrote: >Okay, our general setup is this: > >Group1 -> Queue1 > >Group2 -> Queue2 > >I want to be able for Group1 to move a ticket into Queue2 but NOT be able to >see any of the tickets in Queue2 and vice versa. > >Is this possible? > >Thanks, >Marc Hi Marc, Did you try this? I think all a user needs to move a ticket to another queue is ModifyTicket rights on the original queue. Steve From torsten.brumm at Kuehne-Nagel.com Tue Jul 10 09:12:24 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 10 Jul 2007 15:12:24 +0200 Subject: AW: Re: [rt-users] Assigning Tickets Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944855ED@w3hamboex11.ger.win.int.kn> Yes, but group1 needs at queue2 also createticket and showqueue right to move them. Then they are able to see the queue but only the ticket they moved. Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Tue Jul 10 15:05:01 2007 Subject: Re: [rt-users] Assigning Tickets At Monday 7/9/2007 11:43 PM, you wrote: >Okay, our general setup is this: > >Group1 -> Queue1 > >Group2 -> Queue2 > >I want to be able for Group1 to move a ticket into Queue2 but NOT be able to >see any of the tickets in Queue2 and vice versa. > >Is this possible? > >Thanks, >Marc Hi Marc, Did you try this? I think all a user needs to move a ticket to another queue is ModifyTicket rights on the original queue. 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Tue Jul 10 09:18:54 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 10 Jul 2007 15:18:54 +0200 Subject: AW: Re: [rt-users] Assigning Tickets Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944855F0@w3hamboex11.ger.win.int.kn> And I forgot, depending on your global setup (we granted globally to the requestor showticket,replytoticket) he can see the moved ticket or after move he gets a rt error with access denied. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Tue Jul 10 15:05:01 2007 Subject: Re: [rt-users] Assigning Tickets At Monday 7/9/2007 11:43 PM, you wrote: >Okay, our general setup is this: > >Group1 -> Queue1 > >Group2 -> Queue2 > >I want to be able for Group1 to move a ticket into Queue2 but NOT be able to >see any of the tickets in Queue2 and vice versa. > >Is this possible? > >Thanks, >Marc Hi Marc, Did you try this? I think all a user needs to move a ticket to another queue is ModifyTicket rights on the original queue. 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From gentgeen at linuxmail.org Tue Jul 10 12:49:29 2007 From: gentgeen at linuxmail.org (Kevin Squire) Date: Tue, 10 Jul 2007 12:49:29 -0400 Subject: [rt-users] Custom Field Validation Message-ID: <20070710124929.7f2e75d4@localhost.localdomain> We are looking at using Asset Tracker with our RT install. I am wondering - what kind of method does anyone use to make sure you do not accidentally enter an asset twice -- or enter in the same info for 2 different assets? For example, while entering in Laptop #36 and laptop #37 as two different assets, you accidentally put in the same serial number for them. Or after entering in laptop #36, you take a break - then when you come back you enter in the info for laptop #36 a second time. Currently, I am thinking a custom field of "Serial Number" would suffice, but is there any way to check that each value in that custom field is unique for each asset? I would love to hear from anyone using AT what they do to keep their records valid. -- 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 ocraig at stillsecure.com Tue Jul 10 13:05:44 2007 From: ocraig at stillsecure.com (Ole Craig) Date: Tue, 10 Jul 2007 11:05:44 -0600 Subject: [rt-users] 3.6 HOWTO create a new right? Message-ID: <1184087144.7051.46.camel@localhost.localdomain> I'd like to create some new rights within RT 3.6 (currently running 3.6.0, but moving to 3.6.4 as soon as I can find time to test the upgrade.) Here are the rights I'm thinking about; can anyone suggest where I should be looking to get started, and/or holler at me if I'm obviously misunderstanding the RT rights paradigm? (Alternatively, if something like this stuff is already being worked on in 3.7, I'd love to hear about it... :-) The need behind this is to enable various people within our OEM partners to view the tickets that have been created by other members of their respective organizations, without being able to see (for instance) tickets created by other OEMs. SeeGroupTickets ShowGroupTickets ReplyToGroupTickets SeeGroupTickets: A Principal with this privilege enabled for a particular group can list tickets where any Requestor is a member of the group on which the right has been granted and the Principal has the SeeQueue right for the queue in which the tickets reside. ShowGroupTickets: A Principal with this privilege enabled for a particular group has the ShowTicket right for tickets where any Requestor is a member of the group on which the right has been granted and where the Principal has the SeeQueue right for the queue in which the tickets reside. ReplyToGroupTickets A Principal with this privilege enabled for a particular group has the ReplyToTicket right for tickets where any Requestor is a member of the group on which the right has been granted. Thanks, Ole -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3824 direct 303-381-3802 support 303-381-3880 fax www.stillsecure.com From jesse at bestpractical.com Tue Jul 10 13:36:51 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Jul 2007 10:36:51 -0700 Subject: [rt-users] Announce: RT-SimpleGPGVerify Message-ID: I've just released the first version of RT-SimpleGPGVerify, a very basic tool for RT 3.6 (and possibly 3.4) that checks GPG Signatures on incoming messages and displays the results in RT's UI. Soon, you'll be able to download it from http://search.cpan.org/ ~jesse, though for now you should be able to find it at http:// pause.perl.org/incoming Patches are welcome and appreciated. I don't know how much time I'll be able to devote to this extension, as we've done a much nicer version as part of the upcoming RT 3.8. Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From theillien at yahoo.com Tue Jul 10 13:46:31 2007 From: theillien at yahoo.com (Mathew) Date: Tue, 10 Jul 2007 13:46:31 -0400 Subject: [rt-users] 3.6 HOWTO create a new right? In-Reply-To: <1184087144.7051.46.camel@localhost.localdomain> References: <1184087144.7051.46.camel@localhost.localdomain> Message-ID: <4693C5F7.1060804@yahoo.com> Ole Craig wrote: > I'd like to create some new rights within RT 3.6 (currently running > 3.6.0, but moving to 3.6.4 as soon as I can find time to test the > upgrade.) > > Here are the rights I'm thinking about; can anyone suggest where I > should be looking to get started, and/or holler at me if I'm obviously > misunderstanding the RT rights paradigm? (Alternatively, if something > like this stuff is already being worked on in 3.7, I'd love to hear > about it... :-) > > The need behind this is to enable various people within our OEM > partners to view the tickets that have been created by other members of > their respective organizations, without being able to see (for instance) > tickets created by other OEMs. > > > > > > SeeGroupTickets > ShowGroupTickets > ReplyToGroupTickets > > SeeGroupTickets: > A Principal with this privilege enabled for a particular group > can list tickets where any Requestor is a member of the group on > which the right has been granted and the Principal has the > SeeQueue right for the queue in which the tickets reside. > > ShowGroupTickets: > A Principal with this privilege enabled for a particular group > has the ShowTicket right for tickets where any Requestor is a > member of the group on which the right has been granted and > where the Principal has the SeeQueue right for the queue in > which the tickets reside. > > ReplyToGroupTickets > A Principal with this privilege enabled for a particular group > has the ReplyToTicket right for tickets where any Requestor is a > member of the group on which the right has been granted. > > > Thanks, > Ole > Isn't this something that can be accomplished using Queues? All you should have to do is create a queue and a group that has the rights you're describing but use the built-in rights. Then simply assign all of the OEM users to the group. Mathew Keep up with my goings on at http://theillien.blogspot.com From ocraig at stillsecure.com Tue Jul 10 13:55:56 2007 From: ocraig at stillsecure.com (Ole Craig) Date: Tue, 10 Jul 2007 11:55:56 -0600 Subject: [rt-users] 3.6 HOWTO create a new right? In-Reply-To: <4693C5F7.1060804@yahoo.com> References: <1184087144.7051.46.camel@localhost.localdomain> <4693C5F7.1060804@yahoo.com> Message-ID: <1184090156.7051.60.camel@localhost.localdomain> I'd also like to genericize enough that the same solution could be used for large customers, not just OEMs. I don't want to maintain dozens of queues, creating them for new customers and tweaking all the scrips, rights, and templates each time... On Tue, 2007-07-10 at 13:46 -0400, Mathew wrote: > Isn't this something that can be accomplished using Queues? All you > should have to do is create a queue and a group that has the rights > you're describing but use the built-in rights. Then simply assign all > of the OEM users to the group. > -- /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 garyo at genarts.com Tue Jul 10 15:13:33 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Tue, 10 Jul 2007 15:13:33 -0400 Subject: [rt-users] How does RT find an existing ticket for a new email? Message-ID: <4693DA5D.9070209@genarts.com> Hi folks. Quick question: I know RT can use the subject line [rt #XX] to find an existing ticket for an incoming email, but if that's missing, e.g. because the customer just emailed me about the ticket, can RT figure it out in other ways, using email headers like References, In-Reply-To or Thread-Index? Where in the source would that be? -- Gary From Marc.Canale at ngc.com Tue Jul 10 16:04:15 2007 From: Marc.Canale at ngc.com (Canale, Marc) Date: Tue, 10 Jul 2007 16:04:15 -0400 Subject: [rt-users] Assigning Tickets In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03944855F0@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB03944855F0@w3hamboex11.ger.win.int.kn> Message-ID: <268151CC955BDF4191F0A03D1E640E92926805@XMBMD103.northgrum.com> I gave CreateTicket, OwnTicket, & SeeQueue for Group1 to Queue2 -- works great now. Also, I like how everyone in Group1 can create a ticket in Queue2 now. I already have it setup that if you're the owner or requestor you can see any ticket in any queue. Thanks for the help. Marc ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ham MI-ID, Torsten Brumm Sent: Tuesday, July 10, 2007 9:19 AM To: sturner at MIT.EDU; rt-users at lists.bestpractical.com Subject: AW: Re: [rt-users] Assigning Tickets And I forgot, depending on your global setup (we granted globally to the requestor showticket,replytoticket) he can see the moved ticket or after move he gets a rt error with access denied. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Tue Jul 10 15:05:01 2007 Subject: Re: [rt-users] Assigning Tickets At Monday 7/9/2007 11:43 PM, you wrote: >Okay, our general setup is this: > >Group1 -> Queue1 > >Group2 -> Queue2 > >I want to be able for Group1 to move a ticket into Queue2 but NOT be able to >see any of the tickets in Queue2 and vice versa. > >Is this possible? > >Thanks, >Marc Hi Marc, Did you try this? I think all a user needs to move a ticket to another queue is ModifyTicket rights on the original queue. 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 11506 bytes Desc: not available URL: From ocraig at stillsecure.com Tue Jul 10 16:09:54 2007 From: ocraig at stillsecure.com (Ole Craig) Date: Tue, 10 Jul 2007 14:09:54 -0600 Subject: [rt-users] How does RT find an existing ticket for a new email? In-Reply-To: <4693DA5D.9070209@genarts.com> References: <4693DA5D.9070209@genarts.com> Message-ID: <1184098194.28100.22.camel@localhost.localdomain> On Tue, 2007-07-10 at 15:13 -0400, Gary Oberbrunner wrote: > Hi folks. Quick question: I know RT can use the subject line [rt #XX] > to find > an existing ticket for an incoming email, but if that's missing, e.g. > because > the customer just emailed me about the ticket, can RT figure it out in > other > ways, using email headers like References, In-Reply-To or > Thread-Index? Where > in the source would that be? Gary - Pretty sure no such functionality exists. I've just hacked together some procmail/perl magic to deal with an OEM partner who uses the world's most braindead ticketing system because their godsdamned Seibel installation can't be convinced to put our RT number in the subject line in addition to Seibel's SR, so every piece of ticket correspondence from within their system was generating a new RT ticket. I use procmail to get to RT, so I created a procmail recipe specific to this partner's sender addresses that pipes incoming email through a perl filter; the filter grabs the SR out of the subject line and then attempts to find an RT ticket that matches. If it does, it inserts the appropriate [$rtname #$ticketid] into the subject line before passing it on to rt-mailgate. -- /Ole Craig Security Engineer Team lead, customer support ocraig at stillsecure.com 303-381-3824 direct 303-381-3802 support 303-381-3880 fax www.stillsecure.com From marcin.kowalczyk at ccig.pl Tue Jul 10 16:12:43 2007 From: marcin.kowalczyk at ccig.pl (Marcin J. Kowalczyk) Date: Tue, 10 Jul 2007 22:12:43 +0200 Subject: [rt-users] New ticket and attachment problem Message-ID: <4693E83B.3060504@ccig.pl> I've got problem with attaching files files to new ticket. When I create new ticket with attachment everyting seems to be ok, but no attachment is send via email, BUT when i do reply to the ticket and attach file attachment is send. Where I should look for solution? RT 3.6.1 from debian repository. From garyo at genarts.com Tue Jul 10 18:10:47 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Tue, 10 Jul 2007 18:10:47 -0400 Subject: [rt-users] How does RT find an existing ticket for a new email? In-Reply-To: <1184098194.28100.22.camel@localhost.localdomain> References: <4693DA5D.9070209@genarts.com> <1184098194.28100.22.camel@localhost.localdomain> Message-ID: <469403E7.9060608@genarts.com> Ole Craig wrote: > I use procmail to get to RT, so I created a procmail recipe specific > to this partner's sender addresses that pipes incoming email through a > perl filter; the filter grabs the SR out of the subject line and then > attempts to find an RT ticket that matches. If it does, it inserts the > appropriate [$rtname #$ticketid] into the subject line before passing it > on to rt-mailgate. That sounds like a start. If I were going to do this (hmm...) I think I'd start by pulling out all the tickets for that sender, and first look at the headers (In-Reply-To etc.) to see if I could find a match, and then try fuzzy matching on the content. In our world, we don't expect to have that many tickets per sender, so it might work. Maybe some day rt could get callbacks in the email ingestion routine so there could be plugins to do this kind of thing? (Maybe it has them now & I just don't know it!) Thanks for the ideas! -- Gary From akila at wso2.com Wed Jul 11 01:20:02 2007 From: akila at wso2.com (Akila Amarathunga) Date: Wed, 11 Jul 2007 10:50:02 +0530 Subject: [rt-users] track number of tickets by a user or email address Message-ID: <1184131202.6604.232.camel@skywalker> Hi, Is it possible to track number of email send to a queue by a email address, so that number of tickets by that email exceed certain number like '10' we can trigger an action. I'm trying to implement this in our RT installation.. If someone has done this before, please help out. Thanks, Akila -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From alewis at systemsfusion.com Wed Jul 11 04:06:08 2007 From: alewis at systemsfusion.com (Andrew Lewis) Date: Wed, 11 Jul 2007 10:06:08 +0200 Subject: [rt-users] Problem customising RT at a glance global config Message-ID: <34D31318EC210D448C343C9A182FE37801163EF3@exchange.sfsa.sysfusion.net> On my shiny new 3.6.3 system I'm busy setting up. Config -> Global -> RT at a glance produces an 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 Can't call method "Content" on an undefined value at /opt/csw/rt3/share/html/Admin/Global/MyRT.html line 50. [raw error as follows] Trace begun at /opt/csw/share/perl/csw/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Content" on an undefined value at /opt/csw/rt3/share/html/Admin/Global/MyRT.html line 50.^J') called at /opt/csw/rt3/share/html/Admin/Global/MyRT.html line 50 HTML::Mason::Commands::__ANON__ at /opt/csw/share/perl/csw/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xac0e72c)') called at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 1251 eval {...} at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 914 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xac02e8c)') called at /opt/csw/rt3/share/html/Admin/autohandler line 47 HTML::Mason::Commands::__ANON__ at /opt/csw/share/perl/csw/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa90caa8)') called at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 1251 eval {...} at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /opt/csw/rt3/share/html/autohandler line 292 HTML::Mason::Commands::__ANON__ at /opt/csw/share/perl/csw/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9f7cc18)') called at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 1246 eval {...} at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 459 eval {...} at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 459 eval {...} at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xac02e8c)') called at /opt/csw/share/perl/csw/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xac02e8c)') called at /opt/csw/share/perl/csw/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9bd1140)', 'Apache=SCALAR(0xabb6564)') called at /opt/csw/rt3/bin/webmux.pl line 123 eval {...} at /opt/csw/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache=SCALAR(0xabb6564)') called at /dev/null line 0 eval {...} at /dev/null line 0 Any pointers as to a potential cause of this would be appreciated. :) Best Regards, Andrew Lewis From jesse at bestpractical.com Wed Jul 11 04:13:54 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 11 Jul 2007 01:13:54 -0700 Subject: [rt-users] Problem customising RT at a glance global config In-Reply-To: <34D31318EC210D448C343C9A182FE37801163EF3@exchange.sfsa.sysfusion.net> References: <34D31318EC210D448C343C9A182FE37801163EF3@exchange.sfsa.sysfusion.net> Message-ID: <7ECACA38-DF15-459F-9666-53FB91A72641@bestpractical.com> On Jul 11, 2007, at 1:06 AM, Andrew Lewis wrote: > On my shiny new 3.6.3 system I'm busy setting up. > > Config -> Global -> RT at a glance produces an error: > > error: Can't call method "Content" on an undefined value at /opt/ > csw/rt3/share/html/Admin/Global/MyRT.html line 50. > context: Suggests that make initdb failed. HOWEVER, if you're just setting up, grab 3.6.4 instead ;) (It _should_ also have a better error message here) > ... > 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 > > Can't call method "Content" on an undefined value at /opt/csw/rt3/ > share/html/Admin/Global/MyRT.html line 50. > > [raw error as follows] > > Trace begun at /opt/csw/share/perl/csw/HTML/Mason/Exceptions.pm > line 129 > HTML::Mason::Exceptions::rethrow_exception('Can\'t call method > "Content" on an undefined value at /opt/csw/rt3/share/html/Admin/ > Global/MyRT.html line 50.^J') called at /opt/csw/rt3/share/html/ > Admin/Global/MyRT.html line 50 > HTML::Mason::Commands::__ANON__ at /opt/csw/share/perl/csw/HTML/ > Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH > (0xac0e72c)') called at /opt/csw/share/perl/csw/HTML/Mason/ > Request.pm line 1251 > eval {...} at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef) called at /opt/csw/share/ > perl/csw/HTML/Mason/Request.pm line 914 > HTML::Mason::Request::call_next > ('HTML::Mason::Request::ApacheHandler=HASH(0xac02e8c)') called at / > opt/csw/rt3/share/html/Admin/autohandler line 47 > HTML::Mason::Commands::__ANON__ at /opt/csw/share/perl/csw/HTML/ > Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH > (0xa90caa8)') called at /opt/csw/share/perl/csw/HTML/Mason/ > Request.pm line 1251 > eval {...} at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef, undef) called at /opt/csw/ > rt3/share/html/autohandler line 292 > HTML::Mason::Commands::__ANON__ at /opt/csw/share/perl/csw/HTML/ > Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH > (0x9f7cc18)') called at /opt/csw/share/perl/csw/HTML/Mason/ > Request.pm line 1246 > eval {...} at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef, undef) called at /opt/csw/ > share/perl/csw/HTML/Mason/Request.pm line 459 > eval {...} at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 459 > eval {...} at /opt/csw/share/perl/csw/HTML/Mason/Request.pm line 411 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH > (0xac02e8c)') called at /opt/csw/share/perl/csw/HTML/Mason/ > ApacheHandler.pm line 168 > HTML::Mason::Request::ApacheHandler::exec > ('HTML::Mason::Request::ApacheHandler=HASH(0xac02e8c)') called at / > opt/csw/share/perl/csw/HTML/Mason/ApacheHandler.pm line 826 > HTML::Mason::ApacheHandler::handle_request > ('HTML::Mason::ApacheHandler=HASH(0x9bd1140)', 'Apache=SCALAR > (0xabb6564)') called at /opt/csw/rt3/bin/webmux.pl line 123 > eval {...} at /opt/csw/rt3/bin/webmux.pl line 123 > RT::Mason::handler('Apache=SCALAR(0xabb6564)') called at /dev/null > line 0 > eval {...} at /dev/null line 0 > > Any pointers as to a potential cause of this would be appreciated. :) > > Best Regards, > Andrew Lewis > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From alewis at systemsfusion.com Wed Jul 11 04:48:27 2007 From: alewis at systemsfusion.com (Andrew Lewis) Date: Wed, 11 Jul 2007 10:48:27 +0200 Subject: [rt-users] Problem customising RT at a glance global config References: <34D31318EC210D448C343C9A182FE37801163EF3@exchange.sfsa.sysfusion.net> <7ECACA38-DF15-459F-9666-53FB91A72641@bestpractical.com> Message-ID: <34D31318EC210D448C343C9A182FE3781CB611@exchange.sfsa.sysfusion.net> Hi Jesse, Thanks for your very prompt response. ;) > Suggests that make initdb failed. HOWEVER, if you're just setting up, grab 3.6.4 instead ;) (It _should_ also have a better error message here) Hmmm I'm using the Blastwave packages (which don't have 3.6.4 available yet). I've e-mailed the package maintainer to ask when he plans on shipping the new version (and have let him know that I'm having issues with the current one). If it's too ridiculously far flung in the future or if I don't have joy with that either then I shall revert to a manual install. Best, -AL. -------------- next part -------------- An HTML attachment was scrubbed... URL: From alewis at systemsfusion.com Wed Jul 11 07:01:35 2007 From: alewis at systemsfusion.com (Andrew Lewis) Date: Wed, 11 Jul 2007 13:01:35 +0200 Subject: [rt-users] Problem customising RT at a glance global config In-Reply-To: <34D31318EC210D448C343C9A182FE3781CB611@exchange.sfsa.sysfusion.net> Message-ID: <34D31318EC210D448C343C9A182FE37801163EF8@exchange.sfsa.sysfusion.net> > Hmmm I'm using the Blastwave packages (which don't have 3.6.4 available yet). Ok well as it turned out 3.6.4 is in Blastwave testing already so I installed that. Error message generated looks very similar (txt file attached). Best, -AL. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: errtxt.txt URL: From racke at linuxia.de Wed Jul 11 07:36:39 2007 From: racke at linuxia.de (Stefan Hornburg (Racke)) Date: Wed, 11 Jul 2007 13:36:39 +0200 Subject: [rt-users] Include resolved tickets into "Quick Search" Message-ID: <4694C0C7.1010004@linuxia.de> Hello, I have the request to add a "resolved" column to the Quick Search on two of my RT installations. I found that the QuickSearch comes from html/Elements/QueueSummary, but how can I adjust the conditions ? Regards Racke -- LinuXia Systems => http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP => http://www.icdevgroup.org/ Interchange Development Team From alewis at systemsfusion.com Wed Jul 11 07:34:42 2007 From: alewis at systemsfusion.com (Andrew Lewis) Date: Wed, 11 Jul 2007 13:34:42 +0200 Subject: [rt-users] Problem customising RT at a glance global config In-Reply-To: <34D31318EC210D448C343C9A182FE37801163EF8@exchange.sfsa.sysfusion.net> Message-ID: <34D31318EC210D448C343C9A182FE37801163EFC@exchange.sfsa.sysfusion.net> > Ok well as it turned out 3.6.4 is in Blastwave testing already so I installed that. Error message generated looks very similar (txt file attached). May be pertinent to mention that the data is from a 3.2.1 system which has been upgraded with the upgrade scripts (for version 3.3.0 and 3.3.11 - one for version 3.5.1 didn't seem to make any changes). Best, -AL. -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Jul 11 10:37:38 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 11 Jul 2007 10:37:38 -0400 Subject: [rt-users] Queue change transactions Message-ID: <6.2.3.4.2.20070711103426.03331460@po14.mit.edu> I have a customer (queue administrator) who would like to have a message sent to the requestor whenever a ticket is transferred from their queue to another queue. However, RT (3.4.2) treats this as a transaction in the receiving queue, so to do this I'd have to set up scrips in all the potential receiving queues. Does anyone know of a way of capturing a queue change transaction in the original queue? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From forrest at itasoftware.com Wed Jul 11 10:52:55 2007 From: forrest at itasoftware.com (Forrest Blount) Date: Wed, 11 Jul 2007 10:52:55 -0400 Subject: [rt-users] Queue change transactions In-Reply-To: <6.2.3.4.2.20070711103426.03331460@po14.mit.edu> References: <6.2.3.4.2.20070711103426.03331460@po14.mit.edu> Message-ID: <4694EEC7.90109@itasoftware.com> In transactions, when Field=Queue, the OldValue will capture the Queue number of the old queue (where the NewValue captures the new Queue number). Is that enough for you to write a scrip that grabs the old Queue value? Stephen Turner wrote: > I have a customer (queue administrator) who would like to have a > message sent to the requestor whenever a ticket is transferred from > their queue to another queue. However, RT (3.4.2) treats this as a > transaction in the receiving queue, so to do this I'd have to set up > scrips in all the potential receiving queues. Does anyone know of a > way of capturing a queue change transaction in the original queue? > > Thanks, > Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From sturner at MIT.EDU Wed Jul 11 10:59:20 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 11 Jul 2007 10:59:20 -0400 Subject: [rt-users] Queue change transactions In-Reply-To: <4694EEC7.90109@itasoftware.com> References: <6.2.3.4.2.20070711103426.03331460@po14.mit.edu> <4694EEC7.90109@itasoftware.com> Message-ID: <6.2.3.4.2.20070711105720.039a3c20@po14.mit.edu> At Wednesday 7/11/2007 10:52 AM, Forrest Blount wrote: >In transactions, when Field=Queue, the OldValue will capture the >Queue number of the old queue (where the NewValue captures the new >Queue number). > >Is that enough for you to write a scrip that grabs the old Queue value? Well, the problem is that the queue scrip would have to be attached to the receiving queue(s), not the original queue - this may be a large number of queues. Perhaps a global scrip is the answer. Thanks, Steve >Stephen Turner wrote: >>I have a customer (queue administrator) who would like to have a >>message sent to the requestor whenever a ticket is transferred from >>their queue to another queue. However, RT (3.4.2) treats this as a >>transaction in the receiving queue, so to do this I'd have to set >>up scrips in all the potential receiving queues. Does anyone know >>of a way of capturing a queue change transaction in the original queue? >> >>Thanks, >>Steve From gleduc at mail.sdsu.edu Wed Jul 11 11:59:19 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 11 Jul 2007 08:59:19 -0700 Subject: [rt-users] track number of tickets by a user or email address In-Reply-To: <1184131202.6604.232.camel@skywalker> References: <1184131202.6604.232.camel@skywalker> Message-ID: <6.2.1.2.2.20070711084558.024a5800@mail.sdsu.edu> Hi Akila, This would probably be pretty easy to do with a cron script (sending a report or triggering an action once a day). Using RT's API and perl, you could just query for all tickets in a specific queue, then sort the results by creator, then use those results to match your "> 10" criteria. It would let you know after the fact, though, not when the user actually creates his 11th ticket. I think that enabling this in realtime (so that something happens when the 11th ticket is created by a certain user) would be more challenging. Certainly doable with RT scrips, but not pretty. Regards, Gene At 10:20 PM 7/10/2007, Akila Amarathunga wrote: >Hi, > >Is it possible to track number of email send to a queue by a email >address, so that number of tickets by that email exceed certain number >like '10' we can trigger an action. >I'm trying to implement this in our RT installation.. If someone has >done this before, please help out. > >Thanks, >Akila > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From jesse at bestpractical.com Wed Jul 11 12:00:40 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 11 Jul 2007 09:00:40 -0700 Subject: [rt-users] Problem customising RT at a glance global config In-Reply-To: <34D31318EC210D448C343C9A182FE37801163EFC@exchange.sfsa.sysfusion.net> References: <34D31318EC210D448C343C9A182FE37801163EFC@exchange.sfsa.sysfusion.net> Message-ID: On Jul 11, 2007, at 4:34 AM, Andrew Lewis wrote: > > Ok well as it turned out 3.6.4 is in Blastwave testing already so > I installed that. Error message generated looks very similar (txt > file attached). > > May be pertinent to mention that the data is from a 3.2.1 system > which has been upgraded with the upgrade scripts (for version 3.3.0 > and 3.3.11 - one for version 3.5.1 didn't seem to make any changes). > > Every time I've run it, the 3.5.1 'content' upgrade adds the rows you need. Perhaps the blastwave package isn't right? > Best, > -AL. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From gleduc at mail.sdsu.edu Wed Jul 11 12:03:42 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 11 Jul 2007 09:03:42 -0700 Subject: [rt-users] Queue change transactions In-Reply-To: <6.2.3.4.2.20070711105720.039a3c20@po14.mit.edu> References: <6.2.3.4.2.20070711103426.03331460@po14.mit.edu> <4694EEC7.90109@itasoftware.com> <6.2.3.4.2.20070711105720.039a3c20@po14.mit.edu> Message-ID: <6.2.1.2.2.20070711090220.024e8dc0@mail.sdsu.edu> I'd vote for a global scrip and trigger on the transaction Type and OldValue. At 07:59 AM 7/11/2007, Stephen Turner wrote: >At Wednesday 7/11/2007 10:52 AM, Forrest Blount wrote: >>In transactions, when Field=Queue, the OldValue will capture the Queue >>number of the old queue (where the NewValue captures the new Queue number). >> >>Is that enough for you to write a scrip that grabs the old Queue value? > >Well, the problem is that the queue scrip would have to be attached to the >receiving queue(s), not the original queue - this may be a large number of >queues. Perhaps a global scrip is the answer. > >Thanks, >Steve > > >>Stephen Turner wrote: >>>I have a customer (queue administrator) who would like to have a message >>>sent to the requestor whenever a ticket is transferred from their queue >>>to another queue. However, RT (3.4.2) treats this as a transaction in >>>the receiving queue, so to do this I'd have to set up scrips in all the >>>potential receiving queues. Does anyone know of a way of capturing a >>>queue change transaction in the original queue? >>> >>>Thanks, >>>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 -- Gene LeDuc, GSEC Security Analyst San Diego State University From JStark at sumtotalsystems.com Wed Jul 11 12:06:34 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Wed, 11 Jul 2007 09:06:34 -0700 Subject: [rt-users] Cron Issues.... Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03D28B84@mtn-exch1.sumtotalsystems.com> Hello everyone... RT 3.6.3, RHEL, Oracle DB. I have a cron job I created in cron.hourly...its pretty simplistic and the command works great when I run it directly. Being very new to Linux, I was hoping one of you may notice something simple that I am missing here. #!/bin/sh /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND ( 'CF.{Severity Level}' LIKE 'Sev 2 (Premier Support ONLY)' ) AND ( 'CF.{Customer}' NOT LIKE '%(p)' AND 'CF.{Customer}' NOT LIKE '%(ep)' )" --action RT::Action::DemotePremierLevel Thanks, -Stark -------------- next part -------------- An HTML attachment was scrubbed... URL: From thomas.hecker at ffpr.de Wed Jul 11 12:20:39 2007 From: thomas.hecker at ffpr.de (Thomas Hecker) Date: Wed, 11 Jul 2007 18:20:39 +0200 Subject: [rt-users] Scrip needed that automaticaly closes tickets with a special subject In-Reply-To: <468CEE48.6000203@ucrwcu.rwc.uc.edu> Message-ID: Hi, well i changed the scrip this way: my $problem_desc = undef; my $Transaction = $self->TransactionObj; my $subject = $Transaction->Attachments->First->GetHeader('Subject'); if ( $subject =~ /^HMPF (\w+) - (\S*) (\S*)/ ) { # Auto-close/resolve this whole thing $self->TicketObj->SetStatus( "resolved" ); } else { return 1; } 1; So it should set a ticket to solved when the subject contains HMPF - right? The next problem i have is, how do i implement this scrip to rt? I saved it as an .pm file and put it into the lib to all the other scrips. than i wrote a perl script described in the o'reilly book page 81, to make the scrip available to the RTR database: #!usr/bin/perl use strict; use lib "/usr/share/request-tracker3.6/lib"; use RT; use RT::Interface::CLI qw( CleanEnv GetCurrentUser ); use RT::ScripCondition; CleanEnv(); RT::LoadConfig(); RT::Init(); my $user = GetCurrentUser(); unless( $user->Id ) { print "No RT user found. Please consult your GOD\n"; exit 1; } my $sc = RT::ScripCondition->new($user); $sc->Create( Name => 'HMPF-Betreff', Beschreibung => 'Wenn Betreff enthaelt HMPF dann schliesse sofort', ExecModule => 'OnCreate', ApplicableTransTypes => 'Status', ); When i run this scrip i get no error, but the scrip is not available in the webinterface of rt. what's wrong? Thanks for help Thomas Am 05.07.2007 15:12 Uhr schrieb "Drew Barnes" unter : > I think this should be correct, but I haven't used this particular scrip > lately. > > > # If the subject of the ticket matches a pattern suggesting > # that this is a Nagios RECOVERY message AND there is > # an existing ticket (open or new) in the "zNagios" queue with a matching > # "problem description", (that is not this ticket) > # merge this ticket into that ticket > # > # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html > > my $problem_desc = undef; > > my $Transaction = $self->TransactionObj; > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > if ( $subject =~ /^RECOVERY (\w+) - (\S*) (\S*)/ ) { > # This looks like a nagios recovery message > $problem_desc = $2; > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > } else { > return 1; > } > > # Ok, now let's merge this ticket with it's PROBLEM msg. > my $search = RT::Tickets->new($RT::SystemUser); > $search->LimitQueue(VALUE => 'zNagios'); > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > 'or'); > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > if ($search->Count == 0) { return 1; } > my $id = undef; > while (my $ticket = $search->Next) { > # Ignore the ticket that opened this transation (the recovery one...) > next if $self->TicketObj->Id == $ticket->Id; > # Look for nagios PROBLEM warning messages... > if ( $ticket->Subject =~ /^PROBLEM (\w+) - (\S*) (\S*)/ ) { > if ($2 eq $problem_desc){ > # Aha! Found the Problem TICKET corresponding to this RECOVERY > # ticket > $id = $ticket->Id; > # Nagios may send more then one PROBLEM message, right? > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id > . " into $id because of Nagios Subject match."); > $self->TicketObj->MergeInto($id); > # Keep looking for more PROBLEM tickets... > } > } > } > > $id || return 1; > # Auto-close/resolve this whole thing > $self->TicketObj->SetStatus( "resolved" ); > 1; > > Thomas Hecker wrote: >> i Thanks for the hint, i'll try my best, but i have problems finding the >> right line breaks. can anybody help? All modifications i'll try then by >> myself :) >> >> Thanks again >> Thomas >> >> >> Am 03.07.2007 15:15 Uhr schrieb "Drew Barnes" unter >> : >> >> >>> I would look at modifying this to suit your needs. >>> http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages >>> >>> Thomas Hecker wrote: >>> >>>> Hi all, >>>> >>>> i use RT 3.6.1 and look for a scrip that automatically closes new ticktes >>>> that have subjects that contain special words. >>>> >>>> an example: >>>> >>>> i have some UPS from APC wich send emails after performing selftesting. The >>>> subject is somehing like "HOMER passes internal self test" where HOMER is >>>> the name of the UPS. This email should be sent to rt. RT then opens a new >>>> ticket. Now i want a scrip that closes the ticket automatically when the >>>> subject of an email contains specail words. So status mails will still >>>> generate tickets but are closed immediately (fpt statistic purpose). Status >>>> mails with an error like "Error 123 while HOMER performing self test" then >>>> correctly will open a ticket that stays open. >>>> >>>> My problem here is, that i know nothing about perl coding, so i can't code >>>> this scrip by myself. Maybe sombody has allready a scrip wich works >>>> similar, >>>> or maybe somebody could code it? >>>> >>>> Thanks for 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 >>>> >>>> >> >> >> From sturner at MIT.EDU Wed Jul 11 12:22:28 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 11 Jul 2007 12:22:28 -0400 Subject: [rt-users] Cron Issues.... In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03D28B84@mtn-exch1.sumtota lsystems.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03D28B84@mtn-exch1.sumtotalsystems.com> Message-ID: <6.2.3.4.2.20070711121948.03a09b50@po14.mit.edu> At Wednesday 7/11/2007 12:06 PM, Jeff Stark wrote: >Hello everyone... > >RT 3.6.3, RHEL, Oracle DB. > >I have a cron job I created in cron.hourly...its pretty simplistic >and the command works great when I run it directly. Being very new >to Linux, I was hoping one of you may notice something simple that >I am missing here. > > >#!/bin/sh > >/opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg >"( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) >AND ( 'CF.{Severity Level}' LIKE 'Sev 2 (Premier Support ONLY)' ) >AND ( 'CF.{Customer}' NOT LIKE '%(p)' AND 'CF.{Customer}' NOT LIKE >'%(ep)' )" --action RT::Action::DemotePremierLevel > > >Thanks, > >-Stark Do you have any output from a cron run of this? It could be that the cron invocation is not getting the Oracle environment variables it needs. Steve From ktm at rice.edu Wed Jul 11 12:36:47 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Wed, 11 Jul 2007 11:36:47 -0500 Subject: [rt-users] RT 3.4.x and RT 3.6.x on same backend DB? Message-ID: <20070711163647.GF27590@it.is.rice.edu> Hi RT community, In order to facilitate the testing, development and migration from our current RT 3.4.5pre1 to the RT 3.6.4 release, I would like to run both versions against the same database backend. The additional attributes that are added to the database by the etc/upgrade/3.5.1 script do not appear to conflict with anything in the 3.4.5pre release. Assuming that the session table information is still the same, it appears that both RT versions can be in use simultaneously against the same database with no ill effects. Has anyone tried this? Am I missing any possible problems? Regards, Ken From JStark at sumtotalsystems.com Wed Jul 11 12:37:25 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Wed, 11 Jul 2007 09:37:25 -0700 Subject: [rt-users] Cron Issues.... In-Reply-To: <6.2.3.4.2.20070711121948.03a09b50@po14.mit.edu> References: <1AC37FBEF7856646AC61A9F285BC14CC03D28B84@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711121948.03a09b50@po14.mit.edu> Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03D28BBC@mtn-exch1.sumtotalsystems.com> The only item in /var/log/cron is: Jul 11 09:01:01 infrt01 crond[23295]: (root) CMD (run-parts /etc/cron.hourly) Is there somewhere else I should look? Thanks, -Stark -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Wednesday, July 11, 2007 12:22 PM To: Jeff Stark; RT Users Subject: Re: [rt-users] Cron Issues.... At Wednesday 7/11/2007 12:06 PM, Jeff Stark wrote: >Hello everyone... > >RT 3.6.3, RHEL, Oracle DB. > >I have a cron job I created in cron.hourly...its pretty simplistic and >the command works great when I run it directly. Being very new to >Linux, I was hoping one of you may notice something simple that I am >missing here. > > >#!/bin/sh > >/opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg "( >Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND ( >'CF.{Severity Level}' LIKE 'Sev 2 (Premier Support ONLY)' ) AND ( >'CF.{Customer}' NOT LIKE '%(p)' AND 'CF.{Customer}' NOT LIKE >'%(ep)' )" --action RT::Action::DemotePremierLevel > > >Thanks, > >-Stark Do you have any output from a cron run of this? It could be that the cron invocation is not getting the Oracle environment variables it needs. Steve From sturner at MIT.EDU Wed Jul 11 12:56:54 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 11 Jul 2007 12:56:54 -0400 Subject: [rt-users] Cron Issues.... In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03D28BBC@mtn-exch1.sumtota lsystems.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03D28B84@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711121948.03a09b50@po14.mit.edu> <1AC37FBEF7856646AC61A9F285BC14CC03D28BBC@mtn-exch1.sumtotalsystems.com> Message-ID: <6.2.3.4.2.20070711125430.03a12728@po14.mit.edu> At Wednesday 7/11/2007 12:37 PM, Jeff Stark wrote: > >The only item in /var/log/cron is: > >Jul 11 09:01:01 infrt01 crond[23295]: (root) CMD (run-parts >/etc/cron.hourly) > >Is there somewhere else I should look? > >Thanks, >-Stark I think any output (stdout or stderr) from the cron job that isn't explicitly redirected is mailed to the crontab owner. So there may be a mail message that contains a clue. Steve From JStark at sumtotalsystems.com Wed Jul 11 13:07:53 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Wed, 11 Jul 2007 10:07:53 -0700 Subject: [rt-users] Cron Issues.... In-Reply-To: <6.2.3.4.2.20070711125430.03a12728@po14.mit.edu> References: <1AC37FBEF7856646AC61A9F285BC14CC03D28B84@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711121948.03a09b50@po14.mit.edu> <1AC37FBEF7856646AC61A9F285BC14CC03D28BBC@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711125430.03a12728@po14.mit.edu> Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03D28BEE@mtn-exch1.sumtotalsystems.com> Excellent! Had no idea...you are correct, it is Oracle Connectivity that is causing the issue. Any ideas how I solve this? I used the priority escalation script as a template. /etc/cron.hourly/RT-DemotePremier.cron: Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Orac le/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared obje ct file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-mul ti/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuild er/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchB uilder/Handle/Oracle.pm line 6. Compilation failed in require at (eval 207) line 1. BEGIN failed--compilation aborted at (eval 207) line 1. Compilation failed in require at /opt/rt3/lib/RT.pm line 201. -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Wednesday, July 11, 2007 12:57 PM To: Jeff Stark; RT Users Subject: RE: [rt-users] Cron Issues.... At Wednesday 7/11/2007 12:37 PM, Jeff Stark wrote: > >The only item in /var/log/cron is: > >Jul 11 09:01:01 infrt01 crond[23295]: (root) CMD (run-parts >/etc/cron.hourly) > >Is there somewhere else I should look? > >Thanks, >-Stark I think any output (stdout or stderr) from the cron job that isn't explicitly redirected is mailed to the crontab owner. So there may be a mail message that contains a clue. Steve From gleduc at mail.sdsu.edu Wed Jul 11 13:12:41 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 11 Jul 2007 10:12:41 -0700 Subject: [rt-users] Scrip needed that automaticaly closes tickets with a special subject In-Reply-To: References: <468CEE48.6000203@ucrwcu.rwc.uc.edu> Message-ID: <6.2.1.2.2.20070711095123.0250ec38@mail.sdsu.edu> Hi Thomas, You create scrips like this using the RT web GUI. Go into Configuration, select Queues, then the queue that you want this scrip to apply to, then Scrips, then New Scrip. I don't think you really want to do this with perl modules. For condition, select "User Defined" For action, select "User Defined" For template, select "Global template: Blank" (actually, I don't think it matters what you select for a template if the action is user-defined, but you have to select something). For stage, select "TransactionCreate" In the Custom condition area you want to trap transactions that are Type:Correspond (e-mail) and that have "HMPF" in the subject. Your custom condition could look something like this: { my $Transaction = $self->TransactionObj; return $Transaction->Type eq 'Correspond' && $Transaction->Subject =~ /HMPF/; } This will cause the scrip to fire when a transaction occurs that is an e-mail that has HMPF in the subject, otherwise the scrip will not fire. In the Custom action preparation code area you can just put: return 1; This does nothing except allow the cleanup action to run. If you leave it out then the cleanup action won't run. In the Custom action cleanup code area you could have something like this: my $Ticket = $self->TicketObj; $Ticket->SetStatus('resolved'); return 1; This will change the status of the ticket to resolved. It will also create another transaction that will trigger any "On Resolve" scrips you might have. All of this is done within the RT web GUI. Good luck with this, Gene At 09:20 AM 7/11/2007, Thomas Hecker wrote: >Hi, > >well i changed the scrip this way: > >my $problem_desc = undef; > >my $Transaction = $self->TransactionObj; >my $subject = $Transaction->Attachments->First->GetHeader('Subject'); >if ( $subject =~ /^HMPF (\w+) - (\S*) (\S*)/ ) { > # Auto-close/resolve this whole thing > $self->TicketObj->SetStatus( "resolved" ); >} else { > return 1; >} >1; > >So it should set a ticket to solved when the subject contains HMPF - right? > >The next problem i have is, how do i implement this scrip to rt? I saved it >as an .pm file and put it into the lib to all the other scrips. than i wrote >a perl script described in the o'reilly book page 81, to make the scrip >available to the RTR database: > >#!usr/bin/perl > >use strict; >use lib "/usr/share/request-tracker3.6/lib"; > >use RT; >use RT::Interface::CLI qw( CleanEnv GetCurrentUser ); >use RT::ScripCondition; > >CleanEnv(); >RT::LoadConfig(); >RT::Init(); > >my $user = GetCurrentUser(); >unless( $user->Id ) { > print "No RT user found. Please consult your GOD\n"; > exit 1; >} > >my $sc = RT::ScripCondition->new($user); > >$sc->Create( Name => 'HMPF-Betreff', > Beschreibung => 'Wenn Betreff enthaelt HMPF dann schliesse >sofort', > ExecModule => 'OnCreate', > ApplicableTransTypes => 'Status', > ); > >When i run this scrip i get no error, but the scrip is not available in the >webinterface of rt. > >what's wrong? > >Thanks for help >Thomas > > > >Am 05.07.2007 15:12 Uhr schrieb "Drew Barnes" unter >: > > > I think this should be correct, but I haven't used this particular scrip > > lately. > > > > > > # If the subject of the ticket matches a pattern suggesting > > # that this is a Nagios RECOVERY message AND there is > > # an existing ticket (open or new) in the "zNagios" queue with a matching > > # "problem description", (that is not this ticket) > > # merge this ticket into that ticket > > # > > # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html > > > > my $problem_desc = undef; > > > > my $Transaction = $self->TransactionObj; > > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > > if ( $subject =~ /^RECOVERY (\w+) - (\S*) (\S*)/ ) { > > # This looks like a nagios recovery message > > $problem_desc = $2; > > > > $RT::Logger->debug("Found a recovery msg: $problem_desc"); > > } else { > > return 1; > > } > > > > # Ok, now let's merge this ticket with it's PROBLEM msg. > > my $search = RT::Tickets->new($RT::SystemUser); > > $search->LimitQueue(VALUE => 'zNagios'); > > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > > 'or'); > > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > > > if ($search->Count == 0) { return 1; } > > my $id = undef; > > while (my $ticket = $search->Next) { > > # Ignore the ticket that opened this transation (the recovery one...) > > next if $self->TicketObj->Id == $ticket->Id; > > # Look for nagios PROBLEM warning messages... > > if ( $ticket->Subject =~ /^PROBLEM (\w+) - (\S*) (\S*)/ ) { > > if ($2 eq $problem_desc){ > > # Aha! Found the Problem TICKET corresponding to this RECOVERY > > # ticket > > $id = $ticket->Id; > > # Nagios may send more then one PROBLEM message, right? > > $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id > > . " into $id because of Nagios Subject match."); > > $self->TicketObj->MergeInto($id); > > # Keep looking for more PROBLEM tickets... > > } > > } > > } > > > > $id || return 1; > > # Auto-close/resolve this whole thing > > $self->TicketObj->SetStatus( "resolved" ); > > 1; > > > > Thomas Hecker wrote: > >> i Thanks for the hint, i'll try my best, but i have problems finding the > >> right line breaks. can anybody help? All modifications i'll try then by > >> myself :) > >> > >> Thanks again > >> Thomas > >> > >> > >> Am 03.07.2007 15:15 Uhr schrieb "Drew Barnes" unter > >> : > >> > >> > >>> I would look at modifying this to suit your needs. > >>> http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages > >>> > >>> Thomas Hecker wrote: > >>> > >>>> Hi all, > >>>> > >>>> i use RT 3.6.1 and look for a scrip that automatically closes new > ticktes > >>>> that have subjects that contain special words. > >>>> > >>>> an example: > >>>> > >>>> i have some UPS from APC wich send emails after performing > selftesting. The > >>>> subject is somehing like "HOMER passes internal self test" where > HOMER is > >>>> the name of the UPS. This email should be sent to rt. RT then opens > a new > >>>> ticket. Now i want a scrip that closes the ticket automatically when the > >>>> subject of an email contains specail words. So status mails will still > >>>> generate tickets but are closed immediately (fpt statistic purpose). > Status > >>>> mails with an error like "Error 123 while HOMER performing self > test" then > >>>> correctly will open a ticket that stays open. > >>>> > >>>> My problem here is, that i know nothing about perl coding, so i > can't code > >>>> this scrip by myself. Maybe sombody has allready a scrip wich works > >>>> similar, > >>>> or maybe somebody could code it? > >>>> > >>>> Thanks for 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 > >>>> > >>>> > >> > >> > >> > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From sturner at MIT.EDU Wed Jul 11 13:44:19 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 11 Jul 2007 13:44:19 -0400 Subject: [rt-users] Cron Issues.... In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03D28BEE@mtn-exch1.sumtota lsystems.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03D28B84@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711121948.03a09b50@po14.mit.edu> <1AC37FBEF7856646AC61A9F285BC14CC03D28BBC@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711125430.03a12728@po14.mit.edu> <1AC37FBEF7856646AC61A9F285BC14CC03D28BEE@mtn-exch1.sumtotalsystems.com> Message-ID: <6.2.3.4.2.20070711134030.03a4fa88@po14.mit.edu> At Wednesday 7/11/2007 01:07 PM, Jeff Stark wrote: >Excellent! Had no idea...you are correct, it is Oracle Connectivity >that is causing the issue. > >Any ideas how I solve this? I used the priority escalation script as a >template. > >/etc/cron.hourly/RT-DemotePremier.cron: > >Unable to load DBIx::SearchBuilder database handle for 'Oracle'. >Perhaps you've picked an invalid database type or spelled it >incorrectly. >Can't load >'/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Orac >le/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open >shared obje >ct file: No such file or directory at >/usr/lib/perl5/5.8.5/i386-linux-thread-mul >ti/DynaLoader.pm line 230. > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm >line 6 >Compilation failed in require at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuild >er/Handle/Oracle.pm line 6. >BEGIN failed--compilation aborted at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchB >uilder/Handle/Oracle.pm line 6. >Compilation failed in require at (eval 207) line 1. >BEGIN failed--compilation aborted at (eval 207) line 1. >Compilation failed in require at /opt/rt3/lib/RT.pm line 201. > Another guess - do you have LD_LIBRARY_PATH defined? I think $ORACLE_HOME/lib should be included in this path. Steve From JStark at sumtotalsystems.com Wed Jul 11 14:15:39 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Wed, 11 Jul 2007 11:15:39 -0700 Subject: [rt-users] Cron Issues.... In-Reply-To: <6.2.3.4.2.20070711134030.03a4fa88@po14.mit.edu> References: <1AC37FBEF7856646AC61A9F285BC14CC03D28B84@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711121948.03a09b50@po14.mit.edu> <1AC37FBEF7856646AC61A9F285BC14CC03D28BBC@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711125430.03a12728@po14.mit.edu> <1AC37FBEF7856646AC61A9F285BC14CC03D28BEE@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711134030.03a4fa88@po14.mit.edu> Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03D28C66@mtn-exch1.sumtotalsystems.com> Yes, that is defined. I have tried adding .bash_profile to my script...see if that works -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Wednesday, July 11, 2007 1:44 PM To: Jeff Stark; RT Users Subject: RE: [rt-users] Cron Issues.... At Wednesday 7/11/2007 01:07 PM, Jeff Stark wrote: >Excellent! Had no idea...you are correct, it is Oracle Connectivity >that is causing the issue. > >Any ideas how I solve this? I used the priority escalation script as a >template. > >/etc/cron.hourly/RT-DemotePremier.cron: > >Unable to load DBIx::SearchBuilder database handle for 'Oracle'. >Perhaps you've picked an invalid database type or spelled it >incorrectly. >Can't load >'/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Orac >le/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open >shared obje ct file: No such file or directory at >/usr/lib/perl5/5.8.5/i386-linux-thread-mul >ti/DynaLoader.pm line 230. > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm >line 6 >Compilation failed in require at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuild >er/Handle/Oracle.pm line 6. >BEGIN failed--compilation aborted at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchB >uilder/Handle/Oracle.pm line 6. >Compilation failed in require at (eval 207) line 1. >BEGIN failed--compilation aborted at (eval 207) line 1. >Compilation failed in require at /opt/rt3/lib/RT.pm line 201. > Another guess - do you have LD_LIBRARY_PATH defined? I think $ORACLE_HOME/lib should be included in this path. Steve From sturner at MIT.EDU Wed Jul 11 14:32:49 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 11 Jul 2007 14:32:49 -0400 Subject: [rt-users] Cron Issues.... In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03D28C66@mtn-exch1.sumtota lsystems.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03D28B84@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711121948.03a09b50@po14.mit.edu> <1AC37FBEF7856646AC61A9F285BC14CC03D28BBC@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711125430.03a12728@po14.mit.edu> <1AC37FBEF7856646AC61A9F285BC14CC03D28BEE@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711134030.03a4fa88@po14.mit.edu> <1AC37FBEF7856646AC61A9F285BC14CC03D28C66@mtn-exch1.sumtotalsystems.com> Message-ID: <6.2.3.4.2.20070711142836.03a64c10@po14.mit.edu> At Wednesday 7/11/2007 02:15 PM, Jeff Stark wrote: >Yes, that is defined. > >I have tried adding .bash_profile to my script...see if that works It's been a long while since I dealt with this issue, but I used to have a file I called ~/.oracle, which set all the Oracle-related env variables. I sourced this from my shell start up file (e.g. .bashrc) and also in each crontab entry that needed Oracle access. That way I was sure that both command-line and cron jobs were getting the same Oracle environment. Steve From gpetme at gmail.com Wed Jul 11 14:46:01 2007 From: gpetme at gmail.com (Greg Petras) Date: Wed, 11 Jul 2007 11:46:01 -0700 Subject: [rt-users] '10 highest priority tickets' no longer has links to tickets Message-ID: This was accidentally posted to rt-devel first. I should have sent it to rt-users. Please excuse my mistake. I've got a working configuration of RT 3.6.3 on Apache 2.0.59, mod_perl 2.0.3, and Perl 5.8.8. I was asked to modify the '10 highest priority tickets' section. I added 'Priority greater than 0' to the search, and saved the search "[_1] highest priority tickets I own". Now all users, including mine, have a list of tickets and tickets numbers as we did before, but there are no hyperlinks to click through to the ticket. I tried to remove the 'priority greater than 0' addition to the search, and saved it, but the hyperlinks are still not back. I've also looked at a database dump from last night and have tried to restore the storable data in the database in the Attributes table (value = '1'). Has anyone seen this behavior, or know how to revert the change so that the ticket numbers and ticket subjects are hyperlinks? Thanks a lot, Greg From jboris at adphila.org Wed Jul 11 15:43:13 2007 From: jboris at adphila.org (John BORIS) Date: Wed, 11 Jul 2007 15:43:13 -0400 Subject: [rt-users] Cron Issues.... Message-ID: This might be trivial but make sure the job is running the job as the user you expect. If cron.hourly is being executed as root then it may be reading the wrong files to setup the environment. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia 222 North 17th Street Philadelphia, Pa. 19103 Tel: 215-965-1714 Fax: 215-587-3525 "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From johnschubert at yahoo.com Wed Jul 11 15:48:11 2007 From: johnschubert at yahoo.com (John Schubert) Date: Wed, 11 Jul 2007 12:48:11 -0700 (PDT) Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data Message-ID: <236936.74176.qm@web54301.mail.re2.yahoo.com> First post didn't get a single reply, so please let me know if I'm not posting correctly. I've read the FAQs and posted on this list before. The system is a 3 year old RT (RT 3.0.4 I believe) that has been running without problems. The /var partition filled up at some point in time and this error occurred sometime around the same time. I could give all the sys info but it got no response last time. I did a find / -name "sessions.MYI" and don't see the file it says it cant open. I've CHMOD'ed all the directories to 777 that are listed in the error, restarted a couple times and /var is under 70% utilization. The session_data directory is 777, and there are no files inside of it. I tried to "touch" sessions.MYI (when the search showed it didn't exist anywhere) within the session_data file (and even restarted Apache in case it mattered) with no result. Below is a System Error summary you get when you put in the URL of the server running RT: ___________________________________________________ error: RT Couldn't write to session directory '/opt/rt3/var/session_data': DBD::mysql::st execute failed: Can't open file: 'sessions.MYI'. (errno: 145) at /usr/lib/perl5/site_perl/5.6.1/Apache/Session/Store/DBI.pm line 42. Stack: [/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Store/DBI.pm:42] [/usr/lib/perl5/site_perl/5.6.1/Apache/Session.pm:515] [/usr/lib/perl5/site_perl/5.6.1/Apache/Session.pm:462] [/opt/rt3/share/html/Elements/SetupSessionCookie:49] [/opt/rt3/share/html/autohandler:51] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 64. context: ... 60: }; 61: undef $cookies{'RT_SID'}; 62: } 63: else { 64: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 65: } 66: } 67: 68: if ( !$cookies{'RT_SID'} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:64 g /opt/rt3/share/html/autohandler:51 g ____________________________________________________________________________________ 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 From JStark at sumtotalsystems.com Wed Jul 11 15:50:52 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Wed, 11 Jul 2007 12:50:52 -0700 Subject: [rt-users] Cron Issues.... In-Reply-To: References: Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03D28CF8@mtn-exch1.sumtotalsystems.com> Thanks, yes, actually I am expecting it to run as root. (I know bad karma to follow) But I am just trying to get it working. I have tried forcing the loading of .bash_profile and have also tried adding the following to the script: export ORACLE_BASE=/u01/app/oracle export ORACLE_HOME=$ORACLE_BASE/product/10.2.0/client_1 export LD_LIBRARY_PATH=$ORACLE_HOME/lib But I still get this error: Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6. Compilation failed in require at (eval 207) line 1. BEGIN failed--compilation aborted at (eval 207) line 1. Compilation failed in require at /opt/rt3/lib/RT.pm line 201. - Stark -----Original Message----- From: John BORIS [mailto:jboris at adphila.org] Sent: Wednesday, July 11, 2007 3:43 PM To: RT-Users at lists.bestpractical.com; sturner at MIT.EDU; Jeff Stark Subject: Re: RE: [rt-users] Cron Issues.... This might be trivial but make sure the job is running the job as the user you expect. If cron.hourly is being executed as root then it may be reading the wrong files to setup the environment. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia 222 North 17th Street Philadelphia, Pa. 19103 Tel: 215-965-1714 Fax: 215-587-3525 "Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train!" From barnesaw at ucrwcu.rwc.uc.edu Wed Jul 11 15:54:51 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 11 Jul 2007 15:54:51 -0400 Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <236936.74176.qm@web54301.mail.re2.yahoo.com> References: <236936.74176.qm@web54301.mail.re2.yahoo.com> Message-ID: <4695358B.1090600@ucrwcu.rwc.uc.edu> .MYI.... That is the index file for the sessions table? Might it be too big? http://wiki.bestpractical.com/view/CleanupSessions John Schubert wrote: > First post didn't get a single reply, so please let me > know if I'm not posting correctly. I've read the FAQs > and posted on this list before. > > The system is a 3 year old RT (RT 3.0.4 I believe) > that has been running without problems. The /var > partition filled up at some point in time and this > error occurred sometime around the same time. I could > give all the sys info but it got no response last > time. > > I did a find / -name "sessions.MYI" and don't see the > file it says it cant open. I've CHMOD'ed all the > directories to 777 that are listed in the error, > restarted a couple times and /var is under 70% > utilization. The session_data directory is 777, and > there are no files inside of it. I tried to "touch" > sessions.MYI (when the search showed it didn't exist > anywhere) within the session_data file (and even > restarted Apache in case it mattered) with no result. > > Below is a System Error summary you get when you put > in the URL of the server running RT: > > ___________________________________________________ > > error: RT Couldn't write to session directory > '/opt/rt3/var/session_data': DBD::mysql::st execute > failed: Can't open file: 'sessions.MYI'. (errno: 145) > at > /usr/lib/perl5/site_perl/5.6.1/Apache/Session/Store/DBI.pm > line 42. > > Stack: > [/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Store/DBI.pm:42] > [/usr/lib/perl5/site_perl/5.6.1/Apache/Session.pm:515] > [/usr/lib/perl5/site_perl/5.6.1/Apache/Session.pm:462] > [/opt/rt3/share/html/Elements/SetupSessionCookie:49] > [/opt/rt3/share/html/autohandler:51] > . Check that this dir ectory's permissions are > correct. at > /opt/rt3/share/html/Elements/SetupSessionCookie line > 64. > > context: ... > 60: }; > 61: undef $cookies{'RT_SID'}; > 62: } > 63: else { > 64: die "RT Couldn't write to session directory > '$RT::MasonSessionDir': $@. Check that this dir > ectory's permissions are correct."; > 65: } > 66: } > 67: > 68: if ( !$cookies{'RT_SID'} ) { > ... > > code stack: > /opt/rt3/share/html/Elements/SetupSessionCookie:64 > g /opt/rt3/share/html/autohandler:51 > g > > > > > ____________________________________________________________________________________ > 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 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From ocraig at stillsecure.com Wed Jul 11 15:55:37 2007 From: ocraig at stillsecure.com (Ole Craig) Date: Wed, 11 Jul 2007 13:55:37 -0600 Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <236936.74176.qm@web54301.mail.re2.yahoo.com> References: <236936.74176.qm@web54301.mail.re2.yahoo.com> Message-ID: <1184183737.8519.10.camel@localhost.localdomain> John - If your mysql database is located on /var and /var filled up, you're hosed. (If there's a database engine anywhere that can deal gracefully with an inability to write to its backing filestore during normal operations, it's definitely not MySQL.) Your best hope is probably to restore /var from a backup made before the partition choked. Sorry, Ole On Wed, 2007-07-11 at 12:48 -0700, John Schubert wrote: [...] > The system is a 3 year old RT (RT 3.0.4 I believe) > that has been running without problems. The /var > partition filled up at some point in time and this > error occurred sometime around the same time. I could > give all the sys info but it got no response last > time. [...] -- /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 sturner at MIT.EDU Wed Jul 11 15:55:01 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 11 Jul 2007 15:55:01 -0400 Subject: [rt-users] Cron Issues.... In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03D28CF8@mtn-exch1.sumtota lsystems.com> References: <1AC37FBEF7856646AC61A9F285BC14CC03D28CF8@mtn-exch1.sumtotalsystems.com> Message-ID: <6.2.3.4.2.20070711155321.03e4f008@po14.mit.edu> At Wednesday 7/11/2007 03:50 PM, Jeff Stark wrote: >Thanks, yes, actually I am expecting it to run as root. (I know bad >karma to follow) > >But I am just trying to get it working. I have tried forcing the >loading of .bash_profile and have also tried adding the following to the >script: >export ORACLE_BASE=/u01/app/oracle >export ORACLE_HOME=$ORACLE_BASE/product/10.2.0/client_1 >export LD_LIBRARY_PATH=$ORACLE_HOME/lib > >But I still get this error: Something that might help to debug this is to create a shell script that just prints out the environment variables. Run this from the command line and then from cron - see if you get everything you expect. Steve From johnschubert at yahoo.com Wed Jul 11 16:58:49 2007 From: johnschubert at yahoo.com (John Schubert) Date: Wed, 11 Jul 2007 13:58:49 -0700 (PDT) Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <1184183737.8519.10.camel@localhost.localdomain> Message-ID: <13408.18889.qm@web54301.mail.re2.yahoo.com> Thanks Ole, I checked and with the standard install my database is indeed in /var. I'm playing with myisamchk to see if there's a way to restore. I asked the IT department to back this server up for years, but they've ignored me. This is the only machine I have permissions, otherwise I'd have just backed it up myself. I didn't backup to itself just cause the harddrive isn't terribly large. I'll keep digging through MySQL and see if I can overcome the odds and get the DB back up. If I'm successful, I'll post what I did. Thanks again, John --- Ole Craig wrote: > John - > If your mysql database is located on /var and > /var filled up, you're > hosed. (If there's a database engine anywhere that > can deal gracefully > with an inability to write to its backing filestore > during normal > operations, it's definitely not MySQL.) > > Your best hope is probably to restore /var from > a backup made before > the partition choked. > > > Sorry, > Ole > ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC From alexsm at gmail.com Wed Jul 11 17:23:50 2007 From: alexsm at gmail.com (Alex Moura) Date: Wed, 11 Jul 2007 18:23:50 -0300 Subject: [rt-users] RT 3.4.5 not showing transactions Message-ID: Hello, After searching the lists history and googling a lot, I turn to your wisdom that maybe can help us solve an infrequent and misterious problem that's generating lots critisicm from our manager towards RT's credibility. We've been using RT since 2001, now running RT 3.4.5 with Apache MySQL 4.1.22 over FreeBSD-6.2, installed via FreeBSD ports. We are experiencing a problem (bug?) where some tickets transactions aren't displayed on the web interface, although they can be read on mail sent by RT to admins and watchers. One recent problem was an email sent by a Thunderbird 1.5.0.9 (Linux) where the ticket history is shown completely blank, but the received email was readable. Another case was an email message (sent by another Thunderbird (don't know which version, running on Windows XP) sent with attached files (.XLS spreadsheet). This ticket I managed to confirm that the email text and attachment were recorded in the database, using the RT CLI tool. But the ticket content (text) is not shown on the web interface. Maybe this is some kind of renderization or encoding (MIME, 8bit, 8-bit etc.) problem? Could be an issue with MySQL encoding configuration? Is there a way to verify / confirm encoding problems? What else do you suggest me to confirm what could the problem? The only log of the server about the problem is this, that is registered everytime some client opens a problematic ticket. [Wed Jul 11 16:13:39 2007] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" (pid 55127) terminated due to uncaught signal '11' (Segmentation fault) For some unknown reason we've never been sucessful on having RT logging work on our servers (could be a problem with the platform / port?) so, I am unable to see detailed info about what's RT doing. Relevant info: -------------------------------- FreeBSD 6.2-RELEASE | apache+mod_ssl-1.3.37+2.8.28 | mysql-server-4.1.22 | rt-3.4.5 | fcgi-devkit-2.4.0 | mod_fastcgi-2.4.2_1 | p5-CGI.pm-3.25,1 | p5-FastCGI-0.67 -------------------------------- Thanks in advance, Alex -------------- next part -------------- An HTML attachment was scrubbed... URL: From marco.catunda at gmail.com Wed Jul 11 17:27:09 2007 From: marco.catunda at gmail.com (Marco Catunda) Date: Wed, 11 Jul 2007 18:27:09 -0300 Subject: [rt-users] Create Ticket width CustomField value using command line Message-ID: <7be339f90707111427r577a1b79w35c7f11ea3d05a5d@mail.gmail.com> Hi, I'd trying to create a ticket with custom field value using cli interface, but it hasn't supported yet :(. The other solution is RT API, isn't it? I've developed the following snippet code for create a simple ticket. #!/usr/bin/perl -w use lib ("/usr/local/rt3.0/lib"); use RT::Interface::CLI; use RT; RT::LoadConfig(); RT::Init(); use RT::Ticket; use RT::CurrentUser; my $CurrentUser = RT::Interface::CLI::GetCurrentUser(); use MIME::Entity; my $ticket = new RT::Ticket($CurrentUser); my $ticket_body = MIME::Entity->build(Data => 'Body Mesage', Type => 'text/plain'); my %ticket_vals = ( Queue => 'suporte', Subject => 'test', Owner => 'root', Requestor => 'root at test.com', InitialPriority => '11', FinalPriority => '20', MIMEObj => $ticket_body, ); my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals); print STDERR $err . "\n" if $err; But, It isn't run correctly, I've gotten this errors: [Wed Jul 11 21:23:55 2007] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction (/usr/local/rt3.0/lib/RT/Attachment_Overlay.pm:117) [Wed Jul 11 21:23:55 2007] [err]: RT::Scrips=HASH(0x9434c88) couldn't load ticket 16 (/usr/local/rt3.0/lib/RT/Scrips_Overlay.pm:143) [Wed Jul 11 21:23:55 2007] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/usr/local/rt3.0/lib/RT/Principal_Overlay.pm:355) [Wed Jul 11 21:23:55 2007] [error]: Ticket couldn't be created: (/usr/local/rt3.0/lib/RT/Ticket_Overlay.pm:648) O t?quete n?o p?de ser criado devido a um erro interno Does anyone know what is wrong? What is snippet code I have to add in this code to populate custom field? PS: I am trying to integrate RT with Nagios. Thanks, -- Marco Catunda From theillien at yahoo.com Wed Jul 11 18:27:23 2007 From: theillien at yahoo.com (Mathew) Date: Wed, 11 Jul 2007 18:27:23 -0400 Subject: [rt-users] RT 3.4.x and RT 3.6.x on same backend DB? In-Reply-To: <20070711163647.GF27590@it.is.rice.edu> References: <20070711163647.GF27590@it.is.rice.edu> Message-ID: <4695594B.30001@yahoo.com> Kenneth Marshall wrote: > Hi RT community, > > In order to facilitate the testing, development and migration > from our current RT 3.4.5pre1 to the RT 3.6.4 release, I would > like to run both versions against the same database backend. > The additional attributes that are added to the database by the > etc/upgrade/3.5.1 script do not appear to conflict with anything > in the 3.4.5pre release. Assuming that the session table information > is still the same, it appears that both RT versions can be in use > simultaneously against the same database with no ill effects. Has > anyone tried this? Am I missing any possible problems? > > Regards, > Ken > This is a bad idea in general. Any testing environments should be based against their own databases. The last thing you want to do is corrupt your production database should something go wrong with the development environment. I just make a dump file of the live database and import it into the development environment whenever I need new data to work with Mathew Keep up with my goings on at http://theillien.blogspot.com From ruz at bestpractical.com Wed Jul 11 21:46:41 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 12 Jul 2007 05:46:41 +0400 Subject: [rt-users] Shredder Error In-Reply-To: <4685DEBE.90307@yahoo.com> References: <4685DEBE.90307@yahoo.com> Message-ID: <589c94400707111846w551addfq469a617963f91bca@mail.gmail.com> See below, note that some lines are commented. On 6/30/07, Mathew Snyder wrote: > I'm trying to remove users using the methods within Shredder. After gathering > all the email addresses I need to remove I call Shredder like such: > > RTx::Shredder::Init( force => 1 ); > my $shredder = new RTx::Shredder(RT::SystemUser); > # my $resolver = new RTx::Shredder::Plugin::Users(RT::SystemUser); > # $resolver->SetResolver(Shredder => 10); my $resolver = sub { my %args = (@_); my $t = $args{'TargetObject'}; foreach my $method ( qw(Creator LastUpdatedBy) ) { next unless $t->_Accessible( $method => 'read' ); $t->__Set( Field => $method, Value => 10 ); } }; $shredder->PutResolver( BaseClass => 'RT::User', Code => $resolver ); > # $shredder->PutResolver($resolver); > 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' ); > foreach my $email (@emails){ > my $user = new RT::User(RT::SystemUser); > $user->LoadByEmail($email); > next unless $user->id; > $shredder->PutObject(Object => $user); > } > $shredder->WipeoutAll; > }else{ > exit; > } > > Using this gives me > Odd number of elements in anonymous hash at > /usr/local/rt-3.6.1/local/lib/RTx/Shredder/Plugin/Base.pm line 23. > > I looked at the perldocs and verified that Objects => $user is a valid value. > However, I am wondering if it should be something like $user->EmailAddress or > something. > > Can someone shed some light on this for me? > > Thanks > Mathew > -- > Keep up with me and what I'm up to: http://theillien.blogspot.com -- Best regards, Ruslan. From marty at supine.com Wed Jul 11 23:13:40 2007 From: marty at supine.com (Martin Barry) Date: Thu, 12 Jul 2007 13:13:40 +1000 Subject: [rt-users] RTx-Shredder 'ERROR: Can't locate object method "caught" via package "RTx::Shredder::Exception::Info"' Message-ID: <20070712031340.GJ28606@supine.com> hi all i'm using RTx-Shredder-0.06 to remove deleted tickets. it has blocked at a particular ticket and throws the following: ERROR: Can't locate object method "caught" via package "RTx::Shredder::Exception::Info" at /opt/rt/3.4.5/local/lib/RTx/Shredder.pm line 426. there is no method caught in /opt/rt/3.4.5/local/lib/RTx/Shredder/Exceptions.pm any hints? cheers marty -- "It takes only one drink to get me drunk. The trouble is, I can't remember if it's the thirteenth or the fourteenth." - George Burns From jmoseley at corp.xanadoo.com Thu Jul 12 00:02:50 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 11 Jul 2007 23:02:50 -0500 Subject: [rt-users] RT 3.6.4 problems In-Reply-To: <19afd35b0705151701x23405677h966b10988925bece@mail.gmail.com> Message-ID: I am running RT 3.6.3 on two systems: An older Linux system using Apache 2 and Apache's mod_fastcgi module and an FC6 system with Apache 2 and mod_fcgid (an alternative to the Apache mod_fastcgi module). Both installations work just fine. Prior to installing 4.6.4, I upgraded the few Perl modules on each system that needed it. My RT upgrade process simply consists of installing RT from scratch then creating softlinks to the new installation - this way I don't write over the working, older installation directory. However, after switching over to 3.6.4 and restarting Apache, I get '500 internal server failure' errors on both machines. On the older system with Apache's fast cgi module, I get: [Wed Jul 11 20:55:58 2007] [error] [client xxx.xxx.xxx.xxx] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (360 sec) [Wed Jul 11 20:55:58 2007] [error] [client xxx.xxx.xxx.xxx] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" On the FC6 system with the alternative mod_fcgid module, I get: [Wed Jul 11 21:54:26 2007] [warn] mod_fcgid: read data timeout in 40 seconds [Wed Jul 11 21:54:26 2007] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: mason_handler.fc gi [Wed Jul 11 21:54:35 2007] [notice] mod_fcgid: process /opt/rt3/bin/mas on_handler.fcgi( 20631) exit(communicati on error), get stop signal 15 [Wed Jul 11 21:55:12 2007] [warn] mod_fcgid: read data timeout in 40 seconds [Wed Jul 11 21:55:12 2007] [warn] (110)Connection timed out: mod_fcgid: ap_pass_brigade failed in handle_request function No MySQL database changes have been made. There is no mason cache to clear since I'm basically working with new installations. Anyone else encountering similar problems? Swapping back to 3.6.3 works just fine. James Moseley From akila at wso2.com Thu Jul 12 00:08:35 2007 From: akila at wso2.com (Akila Amarathunga) Date: Thu, 12 Jul 2007 09:38:35 +0530 Subject: [rt-users] track number of tickets by a user or email address In-Reply-To: <6.2.1.2.2.20070711084558.024a5800@mail.sdsu.edu> References: <1184131202.6604.232.camel@skywalker> <6.2.1.2.2.20070711084558.024a5800@mail.sdsu.edu> Message-ID: <1184213315.6611.133.camel@skywalker> Hi Gene, Thank you for the reply.. yeah I guess crontab is the way to go... guess i have to run it more frequently to monitor the tickets.. But if we can integrate it into RT.. i guess it'll be a very good feature.. Thanks, Akila On Wed, 2007-07-11 at 08:59 -0700, Gene LeDuc wrote: > Hi Akila, > > This would probably be pretty easy to do with a cron script (sending a > report or triggering an action once a day). Using RT's API and perl, you > could just query for all tickets in a specific queue, then sort the results > by creator, then use those results to match your "> 10" criteria. It would > let you know after the fact, though, not when the user actually creates his > 11th ticket. > > I think that enabling this in realtime (so that something happens when the > 11th ticket is created by a certain user) would be more > challenging. Certainly doable with RT scrips, but not pretty. > > Regards, > Gene > > > At 10:20 PM 7/10/2007, Akila Amarathunga wrote: > >Hi, > > > >Is it possible to track number of email send to a queue by a email > >address, so that number of tickets by that email exceed certain number > >like '10' we can trigger an action. > >I'm trying to implement this in our RT installation.. If someone has > >done this before, please help out. > > > >Thanks, > >Akila > > > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Community help: http://wiki.bestpractical.com > >Commercial support: sales at bestpractical.com > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >Buy a copy at http://rtbook.bestpractical.com > > -- Akila Amarathunga Linux Systems Engineer; WSO2, Inc.; http://www.wso2.com/ email: akila at wso2.com; cell: +94 71 682 9488; fax: 0112424303 "Oxygenating the Web Service Platform." -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From JoopvandeWege at mococo.nl Thu Jul 12 02:04:42 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 12 Jul 2007 08:04:42 +0200 Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <13408.18889.qm@web54301.mail.re2.yahoo.com> References: <13408.18889.qm@web54301.mail.re2.yahoo.com> Message-ID: <4695C47A.6000808@mococo.nl> John Schubert wrote: > Thanks Ole, > I checked and with the standard install my database is > indeed in /var. I'm playing with myisamchk to see if > there's a way to restore. Just a thought, what else is in /var and can be moved, temporarily, to another place so that you can start mysql and recover the database. There is nothing of interest in the sessions table so just dropping it and recreating it should be no problem one you get into mysql. I have had a similar experience with mysql, running cacti, that filled up on its self and came out of it without (too much) damage. Good luck. Joop From andrew at imeem.com Thu Jul 12 01:53:25 2007 From: andrew at imeem.com (Andrew Knapp) Date: Wed, 11 Jul 2007 22:53:25 -0700 Subject: [rt-users] RT not sending email when replying within web interface Message-ID: <0A3A6EA86530E64EA3BEA603EC4401CA9A59DE@dexbe014-8.exch014.msoutlookonline.net> I just moved the system that my companies RT install is on, and now email doesn't get send to ticket requestors when replying within the web interface. Everything else works correctly, and I get email when I take a ticket, or when I'm CC'd, and so on. This is what shows up in the logs when I reply to a ticket: [Thu Jul 12 05:28:22 2007] [warning]: Use of uninitialized value in pattern match (m//) at /mnt/carl.1/www/rt.int.pao1.imeem//lib/RT/Interface/Web.pm line 1390, line 162. (/mnt/carl.1/www/rt.int.pao1.imeem//lib/RT/Interface/Web.pm:1390) I've searched the threads, and I found a solution to upgrade CGI.pm. I've done that, but I still get the same error. Any ideas? Running, Centos 5, all update to date, FWIW. Thanks, Andy -- Andrew Knapp | systems engineer | imeem, inc. | 415.762.0135 o | 415.994.5752 m | 415.836.0088 f -------------- next part -------------- An HTML attachment was scrubbed... URL: From asips at nl.clara.net Thu Jul 12 04:28:28 2007 From: asips at nl.clara.net (Alain Sips) Date: Thu, 12 Jul 2007 10:28:28 +0200 Subject: [rt-users] Upgrade to 3.6.3 gives Problems if Queue has & character in name In-Reply-To: <7E8B311E-3569-4887-B910-24E864D0A2BE@bestpractical.com> References: <468B65AF.3030800@nl.clara.net> <7E8B311E-3569-4887-B910-24E864D0A2BE@bestpractical.com> Message-ID: <4695E62C.3070304@nl.clara.net> >> I did an upgrade from 3.4.5 to 3.6.3. Everything seems to be working >> fine, except 1 queue. >> There is a queue called "Messina & RT", and if I click on this in the >> quicksearch table, it returns no results (in the quicksearch table it >> does say how many open, new and stalled tickets there are for this >> queue, so it can find the queue). >> >> If I now go to edit search, I get the following message: >> >> *Results* >> Error near ->Messina<- expecting a VALUE in 'Queue = 'Messina ' >> I'm lost >> >> Also in the search field it says: >> "Queue = 'Messina " >> (so at the ampersand it stops parsing). >> >> We never had a problem with this in the previous version, so I guess >> it is a bug? >> >> Is there something I can do about this? >> > > Can you test out RT 3.6.4RC2? > > Best, > Jesse > Hey Jesse, I tried it in 3.6.4 and here it seems to work fine. No problems anymore :-) One thing that I noticed is: if you edit the name of your queue, the Quick Search table doesn't update itself. The old queue name stays in it, and you have to edit Quick search. Here you do find the new name of the queue. You have to unselect it and select it again and then the correct queue name (and therefor correct results) will be found in the Quick Search. Thanks, Alain From theillien at yahoo.com Thu Jul 12 06:07:28 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 12 Jul 2007 06:07:28 -0400 Subject: [rt-users] System-wide Default Refresh Rate Message-ID: <4695FD60.2080700@yahoo.com> Hey all, I'm trying to figure out how to change the default refresh rate for all pages that utilize the refresh option. Under html/Elements is the Refresh file. This provides the code I'm looking for as far as I can tell. However, I can't get it to work. I've changed it so that $Default is 120 ($Default => 120) but that doesn't affect anything. I'd rather not have to make the change in every file so I'm hoping this solution can be made to work. I have the Devel-Mode option set in RT_SiteConfig.pm so I know it isn't a mason cache issue. Besides that, I've actually looked at var/mason-data/cache and found nothing. Anyone know why changing the $Default variable to what I want it to be won't work? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From S.Schedlbauer at web.de Thu Jul 12 06:58:46 2007 From: S.Schedlbauer at web.de (Sebastian Schedlbauer) Date: Thu, 12 Jul 2007 12:58:46 +0200 Subject: [rt-users] General questions about RT Message-ID: <300188902@web.de> Hi there, We are currently thinking about setting up a ticket system and RT seems to offer all functions we need. Currently I am in a discussion with our web team and I am still unsure about a few things, if and how this could be implemented. We want to offer a contact form on our web pages, which enables our customers to fill in all required information, like email address, problem description and so on. Currently it is planned, that this will act as a kind of ?form mailer? and mail all those information to a specified email address. But, would it be possible to skip the email way? It would be much more convenient when the ?form mailer? could access directly RT without sending a email before to the gateway. So our contact form should directly send the information to TR. Can this be performed somehow via command line, database manipulation or whatever? The second question would be: We are planning to offer multilingual support, so depending on the language the message should be place in a separate Queue, one for English, one for German and so on. This should be absolutely no problem I guess? And the 3rd, even most important question. Since there are hundreds of different products, is it possible to assign categories for each ticket? So specific agents can search only for a specific product, or they can modify their filter conditions to ?Show me only tickets from Queue X with category/product y? Thank you very much for your help, Sebastian S. From smithj4 at bnl.gov Thu Jul 12 06:58:33 2007 From: smithj4 at bnl.gov (Jason A. Smith) Date: Thu, 12 Jul 2007 06:58:33 -0400 Subject: [rt-users] System-wide Default Refresh Rate In-Reply-To: <4695FD60.2080700@yahoo.com> References: <4695FD60.2080700@yahoo.com> Message-ID: <1184237913.28732.6.camel@localhost.localdomain> Hi Mathew, I don't remember where I found this, maybe in the list archives, but you need to modify the Elements/Login file and insert one line that adds the default value to the login form submission:
<&|/l&>Password:
+
~Jason On Thu, 2007-07-12 at 06:07 -0400, Mathew Snyder wrote: > Hey all, > > I'm trying to figure out how to change the default refresh rate for all pages > that utilize the refresh option. Under html/Elements is the Refresh file. This > provides the code I'm looking for as far as I can tell. However, I can't get it > to work. > > I've changed it so that $Default is 120 ($Default => 120) but that doesn't > affect anything. I'd rather not have to make the change in every file so I'm > hoping this solution can be made to work. > > I have the Devel-Mode option set in RT_SiteConfig.pm so I know it isn't a mason > cache issue. Besides that, I've actually looked at var/mason-data/cache and > found nothing. Anyone know why changing the $Default variable to what I want it > to be won't work? > > Mathew > From thomas.hecker at ffpr.de Thu Jul 12 08:03:59 2007 From: thomas.hecker at ffpr.de (Thomas Hecker) Date: Thu, 12 Jul 2007 14:03:59 +0200 Subject: [rt-users] Scrip needed that automaticaly closes tickets with a special subject In-Reply-To: <6.2.1.2.2.20070711095123.0250ec38@mail.sdsu.edu> Message-ID: Hi, thanks for your support so far. I did a lot of tests, but it still dont work. I added a screenshot of my script as a created it in the web gui. You can see it here: http://www.asymmetry.de/scrip.jpg But it still does not work. Here is what i did: Custom condition: my $Transaction = $self->TransactionObj; return $Transaction->$Transaction->Subject ='HMPF'; Custom action preparation return 1; Custom action cleanup my $Ticket = $self->TicketObj; $Ticket->SetStatus('resolved'); return 1; I'm not really shure about the brackets ({}). in the last mail there where brackets in the custom condition field but not in the cleanup, so i'm not shure about that. Also if i have to return 1; or return 1; (writing the word return inside the scripbt or not). So maybe sombody has the final answer :) Again thanks a lot for the support so far! Best regards Thomas Am 11.07.2007 19:12 Uhr schrieb "Gene LeDuc" unter : > Hi Thomas, > > You create scrips like this using the RT web GUI. Go into Configuration, > select Queues, then the queue that you want this scrip to apply to, then > Scrips, then New Scrip. I don't think you really want to do this with perl > modules. > > For condition, select "User Defined" > For action, select "User Defined" > For template, select "Global template: Blank" (actually, I don't think it > matters what you select for a template if the action is user-defined, but > you have to select something). > For stage, select "TransactionCreate" > > In the Custom condition area you want to trap transactions that are > Type:Correspond (e-mail) and that have "HMPF" in the subject. Your custom > condition could look something like this: > { my $Transaction = $self->TransactionObj; > return $Transaction->Type eq 'Correspond' && $Transaction->Subject =~ > /HMPF/; > } > > This will cause the scrip to fire when a transaction occurs that is an > e-mail that has HMPF in the subject, otherwise the scrip will not fire. > > In the Custom action preparation code area you can just put: > return 1; > > This does nothing except allow the cleanup action to run. If you leave it > out then the cleanup action won't run. > > In the Custom action cleanup code area you could have something like this: > my $Ticket = $self->TicketObj; > $Ticket->SetStatus('resolved'); > return 1; > > This will change the status of the ticket to resolved. It will also create > another transaction that will trigger any "On Resolve" scrips you might have. > > All of this is done within the RT web GUI. > > Good luck with this, > Gene > > > At 09:20 AM 7/11/2007, Thomas Hecker wrote: >> Hi, >> >> well i changed the scrip this way: >> >> my $problem_desc = undef; >> >> my $Transaction = $self->TransactionObj; >> my $subject = $Transaction->Attachments->First->GetHeader('Subject'); >> if ( $subject =~ /^HMPF (\w+) - (\S*) (\S*)/ ) { >> # Auto-close/resolve this whole thing >> $self->TicketObj->SetStatus( "resolved" ); >> } else { >> return 1; >> } >> 1; >> >> So it should set a ticket to solved when the subject contains HMPF - right? >> >> The next problem i have is, how do i implement this scrip to rt? I saved it >> as an .pm file and put it into the lib to all the other scrips. than i wrote >> a perl script described in the o'reilly book page 81, to make the scrip >> available to the RTR database: >> >> #!usr/bin/perl >> >> use strict; >> use lib "/usr/share/request-tracker3.6/lib"; >> >> use RT; >> use RT::Interface::CLI qw( CleanEnv GetCurrentUser ); >> use RT::ScripCondition; >> >> CleanEnv(); >> RT::LoadConfig(); >> RT::Init(); >> >> my $user = GetCurrentUser(); >> unless( $user->Id ) { >> print "No RT user found. Please consult your GOD\n"; >> exit 1; >> } >> >> my $sc = RT::ScripCondition->new($user); >> >> $sc->Create( Name => 'HMPF-Betreff', >> Beschreibung => 'Wenn Betreff enthaelt HMPF dann schliesse >> sofort', >> ExecModule => 'OnCreate', >> ApplicableTransTypes => 'Status', >> ); >> >> When i run this scrip i get no error, but the scrip is not available in the >> webinterface of rt. >> >> what's wrong? >> >> Thanks for help >> Thomas >> >> >> >> Am 05.07.2007 15:12 Uhr schrieb "Drew Barnes" unter >> : >> >>> I think this should be correct, but I haven't used this particular scrip >>> lately. >>> >>> >>> # If the subject of the ticket matches a pattern suggesting >>> # that this is a Nagios RECOVERY message AND there is >>> # an existing ticket (open or new) in the "zNagios" queue with a matching >>> # "problem description", (that is not this ticket) >>> # merge this ticket into that ticket >>> # >>> # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html >>> >>> my $problem_desc = undef; >>> >>> my $Transaction = $self->TransactionObj; >>> my $subject = $Transaction->Attachments->First->GetHeader('Subject'); >>> if ( $subject =~ /^RECOVERY (\w+) - (\S*) (\S*)/ ) { >>> # This looks like a nagios recovery message >>> $problem_desc = $2; >>> >>> $RT::Logger->debug("Found a recovery msg: $problem_desc"); >>> } else { >>> return 1; >>> } >>> >>> # Ok, now let's merge this ticket with it's PROBLEM msg. >>> my $search = RT::Tickets->new($RT::SystemUser); >>> $search->LimitQueue(VALUE => 'zNagios'); >>> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => >>> 'or'); >>> $search->LimitStatus(VALUE => 'open', OPERATOR => '='); >>> >>> if ($search->Count == 0) { return 1; } >>> my $id = undef; >>> while (my $ticket = $search->Next) { >>> # Ignore the ticket that opened this transation (the recovery one...) >>> next if $self->TicketObj->Id == $ticket->Id; >>> # Look for nagios PROBLEM warning messages... >>> if ( $ticket->Subject =~ /^PROBLEM (\w+) - (\S*) (\S*)/ ) { >>> if ($2 eq $problem_desc){ >>> # Aha! Found the Problem TICKET corresponding to this RECOVERY >>> # ticket >>> $id = $ticket->Id; >>> # Nagios may send more then one PROBLEM message, right? >>> $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id >>> . " into $id because of Nagios Subject match."); >>> $self->TicketObj->MergeInto($id); >>> # Keep looking for more PROBLEM tickets... >>> } >>> } >>> } >>> >>> $id || return 1; >>> # Auto-close/resolve this whole thing >>> $self->TicketObj->SetStatus( "resolved" ); >>> 1; >>> >>> Thomas Hecker wrote: >>>> i Thanks for the hint, i'll try my best, but i have problems finding the >>>> right line breaks. can anybody help? All modifications i'll try then by >>>> myself :) >>>> >>>> Thanks again >>>> Thomas >>>> >>>> >>>> Am 03.07.2007 15:15 Uhr schrieb "Drew Barnes" unter >>>> : >>>> >>>> >>>>> I would look at modifying this to suit your needs. >>>>> http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages >>>>> >>>>> Thomas Hecker wrote: >>>>> >>>>>> Hi all, >>>>>> >>>>>> i use RT 3.6.1 and look for a scrip that automatically closes new >> ticktes >>>>>> that have subjects that contain special words. >>>>>> >>>>>> an example: >>>>>> >>>>>> i have some UPS from APC wich send emails after performing >> selftesting. The >>>>>> subject is somehing like "HOMER passes internal self test" where >> HOMER is >>>>>> the name of the UPS. This email should be sent to rt. RT then opens >> a new >>>>>> ticket. Now i want a scrip that closes the ticket automatically when the >>>>>> subject of an email contains specail words. So status mails will still >>>>>> generate tickets but are closed immediately (fpt statistic purpose). >> Status >>>>>> mails with an error like "Error 123 while HOMER performing self >> test" then >>>>>> correctly will open a ticket that stays open. >>>>>> >>>>>> My problem here is, that i know nothing about perl coding, so i >> can't code >>>>>> this scrip by myself. Maybe sombody has allready a scrip wich works >>>>>> similar, >>>>>> or maybe somebody could code it? >>>>>> >>>>>> Thanks for 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 >>>>>> >>>>>> >>>> >>>> >>>> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > From ktm at rice.edu Thu Jul 12 08:49:12 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 12 Jul 2007 07:49:12 -0500 Subject: [rt-users] RT 3.4.x and RT 3.6.x on same backend DB? In-Reply-To: <4695594B.30001@yahoo.com> References: <20070711163647.GF27590@it.is.rice.edu> <4695594B.30001@yahoo.com> Message-ID: <20070712124912.GK27590@it.is.rice.edu> On Wed, Jul 11, 2007 at 06:27:23PM -0400, Mathew wrote: > Kenneth Marshall wrote: > > Hi RT community, > > > > In order to facilitate the testing, development and migration > > from our current RT 3.4.5pre1 to the RT 3.6.4 release, I would > > like to run both versions against the same database backend. > > The additional attributes that are added to the database by the > > etc/upgrade/3.5.1 script do not appear to conflict with anything > > in the 3.4.5pre release. Assuming that the session table information > > is still the same, it appears that both RT versions can be in use > > simultaneously against the same database with no ill effects. Has > > anyone tried this? Am I missing any possible problems? > > > > Regards, > > Ken > > > > This is a bad idea in general. Any testing environments should be based > against their own databases. The last thing you want to do is corrupt > your production database should something go wrong with the development > environment. I just make a dump file of the live database and import it > into the development environment whenever I need new data to work with > > Mathew > Keep up with my goings on at http://theillien.blogspot.com > Mathew, I agree with you. The actual initial development and preliminary testing is against a separate copy of the database. Once all of the basics are debugged and working properly, we have a training/migration to the new version hurdle. If we can have training go against the actual production data, then the migration can be performed in a rolling fashion across the userbase. Also, it is much easier to get thorough testing if the testers can use the system in their actual work environment. They can always fall back to the old production instance if they find a problem. Requiring users to double-enter ticket updates to test and evaluate the new system results in missing many of the weird corner cases. These are not giant database trashing problems, but can take time to isolate and fix. Regards, Ken From forrest at itasoftware.com Thu Jul 12 08:50:51 2007 From: forrest at itasoftware.com (Forrest Blount) Date: Thu, 12 Jul 2007 08:50:51 -0400 Subject: [rt-users] Scrip needed that automaticaly closes tickets with a special subject In-Reply-To: References: Message-ID: <469623AB.6010109@itasoftware.com> You can start by breaking down your scrip to test it in different working parts. Only use your User Defined condition and see if one of the already built scrip actions will fire. Then set that back to a basic scrip condition and test it with your custom action code. I think you're going wrong in your custom condition. The Transactions table doesn't have a subject field... I think what you want is more like: return($self->TransactionObj->Field eq "Subject" && $self->TransactionObj->NewValue eq "HMPF"); Also, this will only fire if the entire subject has been changed to "HMPF," but I'm assuming you're on top of that. including "return 1;" in your custom action preparation scrip is good. Re: your question about brackets-- I don't know this but you should be able to find examples of SetStatus on the RT wiki... Best of luck, Forrest Thomas Hecker wrote: > Hi, > > thanks for your support so far. > > I did a lot of tests, but it still dont work. I added a screenshot of my > script as a created it in the web gui. You can see it here: > http://www.asymmetry.de/scrip.jpg > > But it still does not work. Here is what i did: > > Custom condition: > my $Transaction = $self->TransactionObj; > return $Transaction->$Transaction->Subject ='HMPF'; > > Custom action preparation > return 1; > > Custom action cleanup > my $Ticket = $self->TicketObj; > $Ticket->SetStatus('resolved'); > return 1; > > I'm not really shure about the brackets ({}). in the last mail there where > brackets in the custom condition field but not in the cleanup, so i'm not > shure about that. Also if i have to return 1; or return 1; (writing the word > return inside the scripbt or not). > > So maybe sombody has the final answer :) > > Again thanks a lot for the support so far! > > Best regards > Thomas > > > Am 11.07.2007 19:12 Uhr schrieb "Gene LeDuc" unter : > > >> Hi Thomas, >> >> You create scrips like this using the RT web GUI. Go into Configuration, >> select Queues, then the queue that you want this scrip to apply to, then >> Scrips, then New Scrip. I don't think you really want to do this with perl >> modules. >> >> For condition, select "User Defined" >> For action, select "User Defined" >> For template, select "Global template: Blank" (actually, I don't think it >> matters what you select for a template if the action is user-defined, but >> you have to select something). >> For stage, select "TransactionCreate" >> >> In the Custom condition area you want to trap transactions that are >> Type:Correspond (e-mail) and that have "HMPF" in the subject. Your custom >> condition could look something like this: >> { my $Transaction = $self->TransactionObj; >> return $Transaction->Type eq 'Correspond' && $Transaction->Subject =~ >> /HMPF/; >> } >> >> This will cause the scrip to fire when a transaction occurs that is an >> e-mail that has HMPF in the subject, otherwise the scrip will not fire. >> >> In the Custom action preparation code area you can just put: >> return 1; >> >> This does nothing except allow the cleanup action to run. If you leave it >> out then the cleanup action won't run. >> >> In the Custom action cleanup code area you could have something like this: >> my $Ticket = $self->TicketObj; >> $Ticket->SetStatus('resolved'); >> return 1; >> >> This will change the status of the ticket to resolved. It will also create >> another transaction that will trigger any "On Resolve" scrips you might have. >> >> All of this is done within the RT web GUI. >> >> Good luck with this, >> Gene >> >> >> At 09:20 AM 7/11/2007, Thomas Hecker wrote: >> >>> Hi, >>> >>> well i changed the scrip this way: >>> >>> my $problem_desc = undef; >>> >>> my $Transaction = $self->TransactionObj; >>> my $subject = $Transaction->Attachments->First->GetHeader('Subject'); >>> if ( $subject =~ /^HMPF (\w+) - (\S*) (\S*)/ ) { >>> # Auto-close/resolve this whole thing >>> $self->TicketObj->SetStatus( "resolved" ); >>> } else { >>> return 1; >>> } >>> 1; >>> >>> So it should set a ticket to solved when the subject contains HMPF - right? >>> >>> The next problem i have is, how do i implement this scrip to rt? I saved it >>> as an .pm file and put it into the lib to all the other scrips. than i wrote >>> a perl script described in the o'reilly book page 81, to make the scrip >>> available to the RTR database: >>> >>> #!usr/bin/perl >>> >>> use strict; >>> use lib "/usr/share/request-tracker3.6/lib"; >>> >>> use RT; >>> use RT::Interface::CLI qw( CleanEnv GetCurrentUser ); >>> use RT::ScripCondition; >>> >>> CleanEnv(); >>> RT::LoadConfig(); >>> RT::Init(); >>> >>> my $user = GetCurrentUser(); >>> unless( $user->Id ) { >>> print "No RT user found. Please consult your GOD\n"; >>> exit 1; >>> } >>> >>> my $sc = RT::ScripCondition->new($user); >>> >>> $sc->Create( Name => 'HMPF-Betreff', >>> Beschreibung => 'Wenn Betreff enthaelt HMPF dann schliesse >>> sofort', >>> ExecModule => 'OnCreate', >>> ApplicableTransTypes => 'Status', >>> ); >>> >>> When i run this scrip i get no error, but the scrip is not available in the >>> webinterface of rt. >>> >>> what's wrong? >>> >>> Thanks for help >>> Thomas >>> >>> >>> >>> Am 05.07.2007 15:12 Uhr schrieb "Drew Barnes" unter >>> : >>> >>> >>>> I think this should be correct, but I haven't used this particular scrip >>>> lately. >>>> >>>> >>>> # If the subject of the ticket matches a pattern suggesting >>>> # that this is a Nagios RECOVERY message AND there is >>>> # an existing ticket (open or new) in the "zNagios" queue with a matching >>>> # "problem description", (that is not this ticket) >>>> # merge this ticket into that ticket >>>> # >>>> # Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html >>>> >>>> my $problem_desc = undef; >>>> >>>> my $Transaction = $self->TransactionObj; >>>> my $subject = $Transaction->Attachments->First->GetHeader('Subject'); >>>> if ( $subject =~ /^RECOVERY (\w+) - (\S*) (\S*)/ ) { >>>> # This looks like a nagios recovery message >>>> $problem_desc = $2; >>>> >>>> $RT::Logger->debug("Found a recovery msg: $problem_desc"); >>>> } else { >>>> return 1; >>>> } >>>> >>>> # Ok, now let's merge this ticket with it's PROBLEM msg. >>>> my $search = RT::Tickets->new($RT::SystemUser); >>>> $search->LimitQueue(VALUE => 'zNagios'); >>>> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => >>>> 'or'); >>>> $search->LimitStatus(VALUE => 'open', OPERATOR => '='); >>>> >>>> if ($search->Count == 0) { return 1; } >>>> my $id = undef; >>>> while (my $ticket = $search->Next) { >>>> # Ignore the ticket that opened this transation (the recovery one...) >>>> next if $self->TicketObj->Id == $ticket->Id; >>>> # Look for nagios PROBLEM warning messages... >>>> if ( $ticket->Subject =~ /^PROBLEM (\w+) - (\S*) (\S*)/ ) { >>>> if ($2 eq $problem_desc){ >>>> # Aha! Found the Problem TICKET corresponding to this RECOVERY >>>> # ticket >>>> $id = $ticket->Id; >>>> # Nagios may send more then one PROBLEM message, right? >>>> $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id >>>> . " into $id because of Nagios Subject match."); >>>> $self->TicketObj->MergeInto($id); >>>> # Keep looking for more PROBLEM tickets... >>>> } >>>> } >>>> } >>>> >>>> $id || return 1; >>>> # Auto-close/resolve this whole thing >>>> $self->TicketObj->SetStatus( "resolved" ); >>>> 1; >>>> >>>> Thomas Hecker wrote: >>>> >>>>> i Thanks for the hint, i'll try my best, but i have problems finding the >>>>> right line breaks. can anybody help? All modifications i'll try then by >>>>> myself :) >>>>> >>>>> Thanks again >>>>> Thomas >>>>> >>>>> >>>>> Am 03.07.2007 15:15 Uhr schrieb "Drew Barnes" unter >>>>> : >>>>> >>>>> >>>>> >>>>>> I would look at modifying this to suit your needs. >>>>>> http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages >>>>>> >>>>>> Thomas Hecker wrote: >>>>>> >>>>>> >>>>>>> Hi all, >>>>>>> >>>>>>> i use RT 3.6.1 and look for a scrip that automatically closes new >>>>>>> >>> ticktes >>> >>>>>>> that have subjects that contain special words. >>>>>>> >>>>>>> an example: >>>>>>> >>>>>>> i have some UPS from APC wich send emails after performing >>>>>>> >>> selftesting. The >>> >>>>>>> subject is somehing like "HOMER passes internal self test" where >>>>>>> >>> HOMER is >>> >>>>>>> the name of the UPS. This email should be sent to rt. RT then opens >>>>>>> >>> a new >>> >>>>>>> ticket. Now i want a scrip that closes the ticket automatically when the >>>>>>> subject of an email contains specail words. So status mails will still >>>>>>> generate tickets but are closed immediately (fpt statistic purpose). >>>>>>> >>> Status >>> >>>>>>> mails with an error like "Error 123 while HOMER performing self >>>>>>> >>> test" then >>> >>>>>>> correctly will open a ticket that stays open. >>>>>>> >>>>>>> My problem here is, that i know nothing about perl coding, so i >>>>>>> >>> can't code >>> >>>>>>> this scrip by myself. Maybe sombody has allready a scrip wich works >>>>>>> similar, >>>>>>> or maybe somebody could code it? >>>>>>> >>>>>>> Thanks for 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 >>>>>>> >>>>>>> >>>>>>> >>>>> >>>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: 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 michael at headwestsoftware.com Thu Jul 12 09:28:30 2007 From: michael at headwestsoftware.com (Michael Martin) Date: Thu, 12 Jul 2007 09:28:30 -0400 Subject: [rt-users] Can't locate object method "host" via package "URI::_generic" Message-ID: Hello all- I have a brand new 3.6.4 RT up and running, but I can't seem to create any new tickets. Any attempts to do so results in "Can't locate object method "host" via package "URI::_generic". I've attached the raw error output below. I'm reasonably certain that I have all the prerequisites installed - make testdeps thinks so, anyway. And, I've searched the archives - found one other person that reported this problem back in January, but there seems to be no response to his question, perhaps he received a personal response that didn't make it into the list? I won't be surprised if it's something I've misconfigured - I am a raw newbie concerning RT, and my perl experience is fairly weak at this point (although I expect the RT implementation project will rectify that!) Thanks, Michael Martin Can't locate object method "host" via package "URI::_generic" at /work/rt3/lib/RT/Interface/Web.pm line 196. Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "host" via package "URI::_generic" at /work/rt3/lib/RT/Interface/Web.pm line 196.^J') called at /work/rt3/lib/RT/Interface/Web.pm line 196 RT::Interface::Web::Redirect('hw.dev.local/rt/Ticket/Display.html?id=2') called at /work/rt3/share/html/Ticket/Display.html line 173 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96bf0f8)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 1256 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /work/rt3/share/html/Ticket/Create.html line 303 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa059f2c)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/share/perl5/HTML/Mason/Request.pm line 1256 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /work/rt3/share/html/autohandler line 291 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9eed90c)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/share/perl5/HTML/Mason/Request.pm line 460 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 460 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 412 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa02f4c0)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa02f4c0)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 832 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x92a0478)', 'Apache2::RequestRec=SCALAR(0xa00d600)') called at /work/rt3/bin/webmux.pl line 125 eval {...} at /work/rt3/bin/webmux.pl line 125 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa00d600)') called at -e line 0 eval {...} at -e line 0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From JStark at sumtotalsystems.com Thu Jul 12 10:21:29 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Thu, 12 Jul 2007 07:21:29 -0700 Subject: [rt-users] Cron Issues.... In-Reply-To: <6.2.3.4.2.20070711155321.03e4f008@po14.mit.edu> References: <1AC37FBEF7856646AC61A9F285BC14CC03D28CF8@mtn-exch1.sumtotalsystems.com> <6.2.3.4.2.20070711155321.03e4f008@po14.mit.edu> Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03DA45C7@mtn-exch1.sumtotalsystems.com> I got past the Oracle issues, so that all is working now...thanks so much for all the help. I can run the script directly and it works fine. However, when running under CRON I get a new error now: : bad interpreter: No such file or directoryotePremier.cron: /bin/sh /etc/cron.hourly/RT-Resolved.cron: Any thoughts? Thanks! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephen Turner Sent: Wednesday, July 11, 2007 3:55 PM To: RT-Users at lists.bestpractical.com Subject: RE: RE: [rt-users] Cron Issues.... At Wednesday 7/11/2007 03:50 PM, Jeff Stark wrote: >Thanks, yes, actually I am expecting it to run as root. (I know bad >karma to follow) > >But I am just trying to get it working. I have tried forcing the >loading of .bash_profile and have also tried adding the following to >the >script: >export ORACLE_BASE=/u01/app/oracle >export ORACLE_HOME=$ORACLE_BASE/product/10.2.0/client_1 >export LD_LIBRARY_PATH=$ORACLE_HOME/lib > >But I still get this error: Something that might help to debug this is to create a shell script that just prints out the environment variables. Run this from the command line and then from cron - see if you get everything you expect. 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 michael at headwestsoftware.com Thu Jul 12 10:45:22 2007 From: michael at headwestsoftware.com (Michael Martin) Date: Thu, 12 Jul 2007 10:45:22 -0400 Subject: [rt-users] Can't locate object method "host" via package"URI::_generic" In-Reply-To: References: Message-ID: <6F2761DE2FD14168929A5C4AED42E8FD@lapcat64> Found the answer, and posting here for future idiots such as myself. The problem was simply that I had the wrong values set for $rtname, $Organization, and $WebBaseURL. ----- Original Message ----- From: Michael Martin To: rt-users at lists.bestpractical.com Sent: Thursday, July 12, 2007 9:28 AM Subject: [rt-users] Can't locate object method "host" via package"URI::_generic" Hello all- I have a brand new 3.6.4 RT up and running, but I can't seem to create any new tickets. Any attempts to do so results in "Can't locate object method "host" via package "URI::_generic". I've attached the raw error output below. I'm reasonably certain that I have all the prerequisites installed - make testdeps thinks so, anyway. And, I've searched the archives - found one other person that reported this problem back in January, but there seems to be no response to his question, perhaps he received a personal response that didn't make it into the list? I won't be surprised if it's something I've misconfigured - I am a raw newbie concerning RT, and my perl experience is fairly weak at this point (although I expect the RT implementation project will rectify that!) Thanks, Michael Martin Can't locate object method "host" via package "URI::_generic" at /work/rt3/lib/RT/Interface/Web.pm line 196. Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "host" via package "URI::_generic" at /work/rt3/lib/RT/Interface/Web.pm line 196.^J') called at /work/rt3/lib/RT/Interface/Web.pm line 196 RT::Interface::Web::Redirect('hw.dev.local/rt/Ticket/Display.html?id=2') called at /work/rt3/share/html/Ticket/Display.html line 173 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96bf0f8)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /usr/share/perl5/HTML/Mason/Request.pm line 1256 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'TimeWorked-TimeUnits', 'minutes', 'Due', '') called at /work/rt3/share/html/Ticket/Create.html line 303 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa059f2c)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/share/perl5/HTML/Mason/Request.pm line 1256 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /work/rt3/share/html/autohandler line 291 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/share/perl5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9eed90c)', 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/share/perl5/HTML/Mason/Request.pm line 1251 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'General', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'test', 'Due', '', 'TimeWorked-TimeUnits', 'minutes') called at /usr/share/perl5/HTML/Mason/Request.pm line 460 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 460 eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 412 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa02f4c0)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa02f4c0)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 832 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x92a0478)', 'Apache2::RequestRec=SCALAR(0xa00d600)') called at /work/rt3/bin/webmux.pl line 125 eval {...} at /work/rt3/bin/webmux.pl line 125 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa00d600)') called at -e line 0 eval {...} at -e line 0 ------------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin.hayes at orbisuk.com Thu Jul 12 10:56:28 2007 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Thu, 12 Jul 2007 15:56:28 +0100 Subject: [rt-users] CC field addressee does not get message In-Reply-To: <4682679F.4070407@desy.de> References: <4682679F.4070407@desy.de> Message-ID: <9BE59BAB-DDA3-45EF-AC73-128FD31A7691@orbisuk.com> I'm having the same issue, and I have a global scip to notify requestor and cc with template correspondence. cc's on the ticket are getting mails, just not ad-hoc cc's on a specific reply. Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com On 27 Jun 2007, at 14:35, Bjoern Schulz wrote: > hi kamber, > do you have activated scrips for sending email to cc's. > > Look at Configuration -> Global -> Scrips or > Configuration -> Queue -> Scrips > > regards > bj?rn > > Dalal, Kamber Z (Kamber) schrieb: >> The addressee in the cc field of the reply form of the ticket is not >> sent the email message. The postfix service is running. Is there a >> patch, perl module, or config in RT_SiteConfig.pm that needs to be >> set >> or corrected? >> This has been noticed recently, In the ticket history, >> correspondence >> is added with a line: >> RT-Send-CC: (cc'd address) >> Also only 1 transaction is listed that 'RT_System - Outgoing email >> recorded' and no transaction listed for the cc'd addressed email. >> 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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin.hayes at orbisuk.com Thu Jul 12 11:20:17 2007 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Thu, 12 Jul 2007 16:20:17 +0100 Subject: [rt-users] CC field addressee does not get message In-Reply-To: <9BE59BAB-DDA3-45EF-AC73-128FD31A7691@orbisuk.com> References: <4682679F.4070407@desy.de> <9BE59BAB-DDA3-45EF-AC73-128FD31A7691@orbisuk.com> Message-ID: figured this out - for ad-hoc cc-ing it's not CC you need to be notifying in the scrip it's 'other recipients'. HTH Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com On 12 Jul 2007, at 15:56, Justin Hayes wrote: > I'm having the same issue, and I have a global scip to notify > requestor and cc with template correspondence. > > cc's on the ticket are getting mails, just not ad-hoc cc's on a > specific reply. > > Justin > > ------------------------------------------------------ > Justin Hayes > Support Manager > justin.hayes at orbisuk.com > > > > On 27 Jun 2007, at 14:35, Bjoern Schulz wrote: > >> hi kamber, >> do you have activated scrips for sending email to cc's. >> >> Look at Configuration -> Global -> Scrips or >> Configuration -> Queue -> Scrips >> >> regards >> bj?rn >> >> Dalal, Kamber Z (Kamber) schrieb: >>> The addressee in the cc field of the reply form of the ticket is not >>> sent the email message. The postfix service is running. Is there a >>> patch, perl module, or config in RT_SiteConfig.pm that needs to >>> be set >>> or corrected? >>> This has been noticed recently, In the ticket history, >>> correspondence >>> is added with a line: >>> RT-Send-CC: (cc'd address) >>> Also only 1 transaction is listed that 'RT_System - Outgoing email >>> recorded' and no transaction listed for the cc'd addressed email. >>> 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 >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From cmoughan at bbinslv.com Thu Jul 12 12:27:46 2007 From: cmoughan at bbinslv.com (Christopher Moughan) Date: Thu, 12 Jul 2007 12:27:46 -0400 Subject: [rt-users] reports and the like Message-ID: <19D938D7DBF96940829914A3039A3DBE07CEFFA6@bblvmail.LEHR1.com> How does one go about creating good reports? I don't know MySql at all. Can you do this in RT itself? I apologize for my ignorance. Christopher Moughan System Administrator Brown & Brown Lehigh Valley 268 Brodhead Road Bethlehem, PA 18017 Office 610-694-1814 Fax 610-974-9791 IMPORTANT: Insurance coverage can not be bound, amended or changed via voicemail, facsimile or Email message without confirmation from an authorized Brown & Brown representative. NOTICE: The information contained in this electronic message is legally privileged and confidential and is intended for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this message is strictly prohibited. If you have received this communication in error, please contact the sender by reply email and destroy all electronic and printed copies of this message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Thu Jul 12 12:48:10 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 12 Jul 2007 09:48:10 -0700 Subject: [rt-users] Scrip needed that automaticaly closes tickets with a special subject In-Reply-To: References: <6.2.1.2.2.20070711095123.0250ec38@mail.sdsu.edu> Message-ID: <6.2.1.2.2.20070712093045.0245f428@mail.sdsu.edu> Ok, I tested the scrip. Here it is pasted from RT: Custom condition: { ### Testing Subject trigger my $Transaction = $self->TransactionObj; my $MyName = "Scrip General:52:Condition (Test)"; my $val = $Transaction->Type eq "Correspond"; $RT::Logger->debug("$MyName: (" . $Transaction->Id . ") condition is " . ($val ? "True" : "False")); return $val; } Custom prep code: ### Dump Subject into log file my $MyName = "Scrip General:52:Prep (Test)"; my $Transaction = $self->TransactionObj; $RT::Logger->debug("$MyName: (" . $Transaction->Id . ") subject is " . $Transaction->Subject() ); return $Transaction->Subject =~ /trigger/i; Custom cleanup code: ### Dump Subject into log file my $MyName = "Scrip General:52:Cleanup (Test)"; my $Transaction = $self->TransactionObj; $RT::Logger->debug("$MyName: (" . $Transaction->Id . ") caught subject: " . $Transaction->Subject() ); return 1; And from my rt.log (showing that this scrip does trigger on the word "trigger" in the subject line of an e-mail: [Thu Jul 12 16:29:42 2007] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - [itso #487] Trigger phrase (/opt/local/lib/RT/I18N.pm:223) [Thu Jul 12 16:29:42 2007] [debug]: Found a ticket ID. It's 487 (/opt/local/lib/RT/Interface/Email.pm:475) [Thu Jul 12 16:29:42 2007] [debug]: About to think about scrips for transaction #6298 (/opt/local/lib/RT/Transaction_Overlay.pm:165) [Thu Jul 12 16:29:42 2007] [debug]: About to prepare scrips for transaction #6298 (/opt/local/lib/RT/Transaction_Overlay.pm:169) [Thu Jul 12 16:29:42 2007] [debug]: Found 1 scrips (/opt/local/lib/RT/Scrips_Overlay.pm:363) [Thu Jul 12 16:29:42 2007] [debug]: Scrip General:52:Condition (Test): (6298) condition is True ((eval 1188):8) The line above is from the custom condition code and shows that that the scrip got triggered by an e-mail and what the subject of the e-mail is [Thu Jul 12 16:29:43 2007] [debug]: Scrip General:52:Prep (Test): (6298) subject is [itso #487] Trigger phrase ((eval 1190):4) The line above shows that the custom prep code ran, testing for "trigger" in subject [Thu Jul 12 16:29:43 2007] [debug]: About to commit scrips for transaction #6298 (/opt/local/lib/RT/Transaction_Overlay.pm:178) [Thu Jul 12 16:29:43 2007] [debug]: Scrip General:52:Cleanup (Test): (6298) caught subject: [itso #487] Trigger phrase ((eval 1191):4) The line above shows that the custom cleanup code ran, only runs if the subject line contains "trigger" You can move the prep condition into the custom condition code and replace the prep code with: return 1; That would make the custom condition: { ### Testing Subject trigger my $Transaction = $self->TransactionObj; my $MyName = "Scrip General:52:Condition (Test)"; my $val = $Transaction->Type eq "Correspond" && $Transaction->Subject =~ /trigger/i; $RT::Logger->debug("$MyName: (" . $Transaction->Id . ") condition is " . ($val ? "True" : "False")); return $val; } Your custom cleanup would just set the priority of the ticket to "resolved" as in my previous post. There are some typos in your e-mail, try copying from this e-mail rather than retyping into RT to avoid the typos. You'll need to change the /trigger/ condition to your trigger string. Leave all of the logging stuff in until it works. Add more logging stuff if it doesn't work. Add look at your rt.log file to see what is (or isn't) happening. Regarding the curly braces: RT seems to need them in the condition code but doesn't need them in the action code. I don't know why this is, but it works. Regards, Gene At 05:03 AM 7/12/2007, Thomas Hecker wrote: >Hi, > >thanks for your support so far. > >I did a lot of tests, but it still dont work. I added a screenshot of my >script as a created it in the web gui. You can see it here: >http://www.asymmetry.de/scrip.jpg > >But it still does not work. Here is what i did: > >Custom condition: >my $Transaction = $self->TransactionObj; >return $Transaction->$Transaction->Subject ='HMPF'; > >Custom action preparation >return 1; > >Custom action cleanup >my $Ticket = $self->TicketObj; >$Ticket->SetStatus('resolved'); >return 1; > >I'm not really shure about the brackets ({}). in the last mail there where >brackets in the custom condition field but not in the cleanup, so i'm not >shure about that. Also if i have to return 1; or return 1; (writing the word >return inside the scripbt or not). > >So maybe sombody has the final answer :) > >Again thanks a lot for the support so far! > >Best regards >Thomas > > >Am 11.07.2007 19:12 Uhr schrieb "Gene LeDuc" unter : > > > Hi Thomas, > > > > You create scrips like this using the RT web GUI. Go into Configuration, > > select Queues, then the queue that you want this scrip to apply to, then > > Scrips, then New Scrip. I don't think you really want to do this with perl > > modules. > > > > For condition, select "User Defined" > > For action, select "User Defined" > > For template, select "Global template: Blank" (actually, I don't think it > > matters what you select for a template if the action is user-defined, but > > you have to select something). > > For stage, select "TransactionCreate" > > > > In the Custom condition area you want to trap transactions that are > > Type:Correspond (e-mail) and that have "HMPF" in the subject. Your custom > > condition could look something like this: > > { my $Transaction = $self->TransactionObj; > > return $Transaction->Type eq 'Correspond' && $Transaction->Subject =~ > > /HMPF/; > > } > > > > This will cause the scrip to fire when a transaction occurs that is an > > e-mail that has HMPF in the subject, otherwise the scrip will not fire. > > > > In the Custom action preparation code area you can just put: > > return 1; > > > > This does nothing except allow the cleanup action to run. If you leave it > > out then the cleanup action won't run. > > > > In the Custom action cleanup code area you could have something like this: > > my $Ticket = $self->TicketObj; > > $Ticket->SetStatus('resolved'); > > return 1; > > > > This will change the status of the ticket to resolved. It will also create > > another transaction that will trigger any "On Resolve" scrips you might > have. > > > > All of this is done within the RT web GUI. > > > > Good luck with this, > > Gene > > > > > > At 09:20 AM 7/11/2007, Thomas Hecker wrote: > >> Hi, > >> > >> well i changed the scrip this way: > >> > >> my $problem_desc = undef; > >> > >> my $Transaction = $self->TransactionObj; > >> my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > >> if ( $subject =~ /^HMPF (\w+) - (\S*) (\S*)/ ) { > >> # Auto-close/resolve this whole thing > >> $self->TicketObj->SetStatus( "resolved" ); > >> } else { > >> return 1; > >> } > >> 1; > >> > >> So it should set a ticket to solved when the subject contains HMPF - > right? > >> > >> The next problem i have is, how do i implement this scrip to rt? I > saved it > >> as an .pm file and put it into the lib to all the other scrips. than i > wrote > >> a perl script described in the o'reilly book page 81, to make the scrip > >> available to the RTR database: > >> > >> #!usr/bin/perl > >> > >> use strict; > >> use lib "/usr/share/request-tracker3.6/lib"; > >> > >> use RT; > >> use RT::Interface::CLI qw( CleanEnv GetCurrentUser ); > >> use RT::ScripCondition; > >> > >> CleanEnv(); > >> RT::LoadConfig(); > >> RT::Init(); > >> > >> my $user = GetCurrentUser(); > >> unless( $user->Id ) { > >> print "No RT user found. Please consult your GOD\n"; > >> exit 1; > >> } > >> > >> my $sc = RT::ScripCondition->new($user); > >> > >> $sc->Create( Name => 'HMPF-Betreff', > >> Beschreibung => 'Wenn Betreff enthaelt HMPF dann schliesse > >> sofort', > >> ExecModule => 'OnCreate', > >> ApplicableTransTypes => 'Status', > >> ); > >> > >> When i run this scrip i get no error, but the scrip is not available > in the > >> webinterface of rt. > >> > >> what's wrong? > >> > >> Thanks for help > >> Thomas > >> > >> > >> > >> Am 05.07.2007 15:12 Uhr schrieb "Drew Barnes" unter > >> : > >> > >>> I think this should be correct, but I haven't used this particular scrip > >>> lately. > >>> > >>> > >>> # If the subject of the ticket matches a pattern suggesting > >>> # that this is a Nagios RECOVERY message AND there is > >>> # an existing ticket (open or new) in the "zNagios" queue with a matching > >>> # "problem description", (that is not this ticket) > >>> # merge this ticket into that ticket > >>> # > >>> # Based on > http://marc.free.net.ph/message/20040319.180325.27528377.en.html > >>> > >>> my $problem_desc = undef; > >>> > >>> my $Transaction = $self->TransactionObj; > >>> my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > >>> if ( $subject =~ /^RECOVERY (\w+) - (\S*) (\S*)/ ) { > >>> # This looks like a nagios recovery message > >>> $problem_desc = $2; > >>> > >>> $RT::Logger->debug("Found a recovery msg: $problem_desc"); > >>> } else { > >>> return 1; > >>> } > >>> > >>> # Ok, now let's merge this ticket with it's PROBLEM msg. > >>> my $search = RT::Tickets->new($RT::SystemUser); > >>> $search->LimitQueue(VALUE => 'zNagios'); > >>> $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => > >>> 'or'); > >>> $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > >>> > >>> if ($search->Count == 0) { return 1; } > >>> my $id = undef; > >>> while (my $ticket = $search->Next) { > >>> # Ignore the ticket that opened this transation (the recovery one...) > >>> next if $self->TicketObj->Id == $ticket->Id; > >>> # Look for nagios PROBLEM warning messages... > >>> if ( $ticket->Subject =~ /^PROBLEM (\w+) - (\S*) (\S*)/ ) { > >>> if ($2 eq $problem_desc){ > >>> # Aha! Found the Problem TICKET corresponding to this > RECOVERY > >>> # ticket > >>> $id = $ticket->Id; > >>> # Nagios may send more then one PROBLEM message, right? > >>> $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id > >>> . " into $id because of Nagios Subject match."); > >>> $self->TicketObj->MergeInto($id); > >>> # Keep looking for more PROBLEM tickets... > >>> } > >>> } > >>> } > >>> > >>> $id || return 1; > >>> # Auto-close/resolve this whole thing > >>> $self->TicketObj->SetStatus( "resolved" ); > >>> 1; > >>> > >>> Thomas Hecker wrote: > >>>> i Thanks for the hint, i'll try my best, but i have problems finding the > >>>> right line breaks. can anybody help? All modifications i'll try then by > >>>> myself :) > >>>> > >>>> Thanks again > >>>> Thomas > >>>> > >>>> > >>>> Am 03.07.2007 15:15 Uhr schrieb "Drew Barnes" unter > >>>> : > >>>> > >>>> > >>>>> I would look at modifying this to suit your needs. > >>>>> http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages > >>>>> > >>>>> Thomas Hecker wrote: > >>>>> > >>>>>> Hi all, > >>>>>> > >>>>>> i use RT 3.6.1 and look for a scrip that automatically closes new > >> ticktes > >>>>>> that have subjects that contain special words. > >>>>>> > >>>>>> an example: > >>>>>> > >>>>>> i have some UPS from APC wich send emails after performing > >> selftesting. The > >>>>>> subject is somehing like "HOMER passes internal self test" where > >> HOMER is > >>>>>> the name of the UPS. This email should be sent to rt. RT then opens > >> a new > >>>>>> ticket. Now i want a scrip that closes the ticket automatically > when the > >>>>>> subject of an email contains specail words. So status mails will still > >>>>>> generate tickets but are closed immediately (fpt statistic purpose). > >> Status > >>>>>> mails with an error like "Error 123 while HOMER performing self > >> test" then > >>>>>> correctly will open a ticket that stays open. > >>>>>> > >>>>>> My problem here is, that i know nothing about perl coding, so i > >> can't code > >>>>>> this scrip by myself. Maybe sombody has allready a scrip wich works > >>>>>> similar, > >>>>>> or maybe somebody could code it? > >>>>>> > >>>>>> Thanks for 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 > >>>>>> > >>>>>> > >>>> > >>>> > >>>> > >> > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > > > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University From gleduc at mail.sdsu.edu Thu Jul 12 13:50:57 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 12 Jul 2007 10:50:57 -0700 Subject: [rt-users] Scrip needed that automaticaly closes tickets with a special subject In-Reply-To: <469623AB.6010109@itasoftware.com> References: <469623AB.6010109@itasoftware.com> Message-ID: <6.2.1.2.2.20070712104226.02458888@mail.sdsu.edu> Hi Forrest, At 05:50 AM 7/12/2007, Forrest Blount wrote: >I think you're going wrong in your custom condition. The Transactions >table doesn't have a subject field... >I think what you want is more like: >return($self->TransactionObj->Field eq "Subject" && > $self->TransactionObj->NewValue eq "HMPF"); The Transaction table of the database does not have a Subject field, but $self->TransactionObj->Subject() is a method that returns the subject from the transaction. The conditions I gave in my original post will work if the typos that were added are removed. >Thomas Hecker wrote: >>But it still does not work. Here is what i did: >> >>Custom condition: >>my $Transaction = $self->TransactionObj; >>return $Transaction->$Transaction->Subject ='HMPF'; Typo here. Should be: return $Transaction->Type eq 'Correspond' && $Transaction->Subject =~ /HMPF/; Regards, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From tomw at bnl.gov Thu Jul 12 13:33:02 2007 From: tomw at bnl.gov (Tomasz Wlodek) Date: Thu, 12 Jul 2007 13:33:02 -0400 (EDT) Subject: [rt-users] RHEL4 rt 3.6.* rpm ? In-Reply-To: References: <20060503174640.GA22009@qwestip.net> Message-ID: Is there an rpm installation of rt 3.6.* for RHEL4? On the Best Practical page I see rpm for 3.4.* only. Tom Wlodek From joliver at john-oliver.net Thu Jul 12 14:45:10 2007 From: joliver at john-oliver.net (John Oliver) Date: Thu, 12 Jul 2007 11:45:10 -0700 Subject: [rt-users] Making RT go Message-ID: <20070712184510.GA28545@ns.sdsitehosting.net> I installed Fedora Core 7 and did a "yum install rt3". http://wiki.bestpractical.com/view/FedoraCore5InstallGuide says after this step to restart httpd, and then later starts talking about clicking on stuff. Well, after restarting httpd, I just get the default Fedora test page. What more is needed to make this work? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From barnesaw at ucrwcu.rwc.uc.edu Thu Jul 12 15:06:33 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 12 Jul 2007 15:06:33 -0400 Subject: [rt-users] Making RT go In-Reply-To: <20070712184510.GA28545@ns.sdsitehosting.net> References: <20070712184510.GA28545@ns.sdsitehosting.net> Message-ID: <46967BB9.8000801@ucrwcu.rwc.uc.edu> See bullet point four. 2.1 Installation Locations * /etc/rt3 - RT3 configuration files * /etc/httpd/conf.d/rt3.conf - RT3 configuration file for apache * /usr/sbin/rt3-* - RT3 "helper" applications * /usr/share/doc/rt3 - documentation * /var/www/rt3 - installed files for RT3 to be accessed via the web interface The documentation should walk you through a few steps. You need to edit the config files for RT and your web server before the web server knows where your RT lives. I would imagine it will walk you through databse setup too, although I always install from source. John Oliver wrote: > I installed Fedora Core 7 and did a "yum install rt3". > http://wiki.bestpractical.com/view/FedoraCore5InstallGuide says after > this step to restart httpd, and then later starts talking about clicking > on stuff. Well, after restarting httpd, I just get the default Fedora > test page. > > What more is needed to make this work? > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From smithj4 at bnl.gov Thu Jul 12 14:49:41 2007 From: smithj4 at bnl.gov (Jason A. Smith) Date: Thu, 12 Jul 2007 14:49:41 -0400 Subject: [rt-users] Status of the RT AssetTracker. Message-ID: <1184266181.28850.20.camel@jason.acf.bnl.gov> Is the RT AssetTracker project still alive? I noticed that its old home is still gone, except for a link to the last available source package: http://atwiki.chaka.net/at-1.2.3.tar.gz There is also a new SourceForge project that was created for it a few months ago: http://sourceforge.net/projects/rtat/ Is this still a viable project? Is there enough interest out there from other users to keep this going? We are looking for a good asset management system and wondering if we should still consider using AT. Thanks, ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ From jbrodley at sumtotalsystems.com Thu Jul 12 15:56:57 2007 From: jbrodley at sumtotalsystems.com (Justin Brodley) Date: Thu, 12 Jul 2007 12:56:57 -0700 Subject: [rt-users] Status of the RT AssetTracker. In-Reply-To: <1184266181.28850.20.camel@jason.acf.bnl.gov> References: <1184266181.28850.20.camel@jason.acf.bnl.gov> Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04993F77@blv-exch1.sumtotalsystems.com> I'm holding out hope it will be updated. We too are looking for an Asset Management solution, and I haven't found a good open source one yet. Justin Brodley? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason A. Smith Sent: Thursday, July 12, 2007 11:50 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Status of the RT AssetTracker. Is the RT AssetTracker project still alive? I noticed that its old home is still gone, except for a link to the last available source package: http://atwiki.chaka.net/at-1.2.3.tar.gz There is also a new SourceForge project that was created for it a few months ago: http://sourceforge.net/projects/rtat/ Is this still a viable project? Is there enough interest out there from other users to keep this going? We are looking for a good asset management system and wondering if we should still consider using AT. Thanks, ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From HelmuthRamirez at compupay.com Thu Jul 12 16:06:07 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 12 Jul 2007 16:06:07 -0400 Subject: [rt-users] Status of the RT AssetTracker. In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04993F77@blv-exch1.sumtotalsystems.com> References: <1184266181.28850.20.camel@jason.acf.bnl.gov> <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04993F77@blv-exch1.sumtotalsystems.com> Message-ID: <7314881427FC8A4081673E8CEEA792490627474B@EXMIAMI01.compupay.com> Have you tried OCS? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Brodley Sent: Thursday, July 12, 2007 3:57 PM To: Jason A. Smith; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Status of the RT AssetTracker. I'm holding out hope it will be updated. We too are looking for an Asset Management solution, and I haven't found a good open source one yet. Justin Brodley? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason A. Smith Sent: Thursday, July 12, 2007 11:50 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Status of the RT AssetTracker. Is the RT AssetTracker project still alive? I noticed that its old home is still gone, except for a link to the last available source package: http://atwiki.chaka.net/at-1.2.3.tar.gz There is also a new SourceForge project that was created for it a few months ago: http://sourceforge.net/projects/rtat/ Is this still a viable project? Is there enough interest out there from other users to keep this going? We are looking for a good asset management system and wondering if we should still consider using AT. Thanks, ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------------------------------------------------------------- This Electronic message contains information from CompuPay which may be privileged. The information is intended to be for the use of the addressee only. If you are not the addressee, or the employee or agent responsible to deliver it to the intended recipient, note that any disclosure, copy distribution or use of the contents of this message is prohibited. If you have received this Electronic Message in error, please promptly notify the sender by return e-mail. For more information regarding our company please visit www.compupay.com http://www.compupay.com/ From jbrodley at sumtotalsystems.com Thu Jul 12 16:11:41 2007 From: jbrodley at sumtotalsystems.com (Justin Brodley) Date: Thu, 12 Jul 2007 13:11:41 -0700 Subject: [rt-users] Status of the RT AssetTracker. In-Reply-To: <7314881427FC8A4081673E8CEEA792490627474B@EXMIAMI01.compupay.com> References: <1184266181.28850.20.camel@jason.acf.bnl.gov> <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04993F77@blv-exch1.sumtotalsystems.com> <7314881427FC8A4081673E8CEEA792490627474B@EXMIAMI01.compupay.com> Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04993F9A@blv-exch1.sumtotalsystems.com> No I hadn't, I'm looking around now. Out of curiousity did you integrate this with your RT install? Justin Brodley? -----Original Message----- From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Thursday, July 12, 2007 1:06 PM To: Justin Brodley; Jason A. Smith; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Status of the RT AssetTracker. Have you tried OCS? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Brodley Sent: Thursday, July 12, 2007 3:57 PM To: Jason A. Smith; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Status of the RT AssetTracker. I'm holding out hope it will be updated. We too are looking for an Asset Management solution, and I haven't found a good open source one yet. Justin Brodley? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason A. Smith Sent: Thursday, July 12, 2007 11:50 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Status of the RT AssetTracker. Is the RT AssetTracker project still alive? I noticed that its old home is still gone, except for a link to the last available source package: http://atwiki.chaka.net/at-1.2.3.tar.gz There is also a new SourceForge project that was created for it a few months ago: http://sourceforge.net/projects/rtat/ Is this still a viable project? Is there enough interest out there from other users to keep this going? We are looking for a good asset management system and wondering if we should still consider using AT. Thanks, ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------------------------------------------------------------- This Electronic message contains information from CompuPay which may be privileged. The information is intended to be for the use of the addressee only. If you are not the addressee, or the employee or agent responsible to deliver it to the intended recipient, note that any disclosure, copy distribution or use of the contents of this message is prohibited. If you have received this Electronic Message in error, please promptly notify the sender by return e-mail. For more information regarding our company please visit www.compupay.com http://www.compupay.com/ From HelmuthRamirez at compupay.com Thu Jul 12 16:13:22 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 12 Jul 2007 16:13:22 -0400 Subject: [rt-users] Status of the RT AssetTracker. In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04993F9A@blv-exch1.sumtotalsystems.com> References: <1184266181.28850.20.camel@jason.acf.bnl.gov> <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04993F77@blv-exch1.sumtotalsystems.com> <7314881427FC8A4081673E8CEEA792490627474B@EXMIAMI01.compupay.com> <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04993F9A@blv-exch1.sumtotalsystems.com> Message-ID: <7314881427FC8A4081673E8CEEA792490627474C@EXMIAMI01.compupay.com> *sigh That unfortunately we have not been able to do, we don't have the resources necessary to try to do something like that...BUT, if you happen to get them talking, please share! :) -----Original Message----- From: Justin Brodley [mailto:jbrodley at sumtotalsystems.com] Sent: Thursday, July 12, 2007 4:12 PM To: Helmuth Ramirez; Jason A. Smith; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Status of the RT AssetTracker. No I hadn't, I'm looking around now. Out of curiousity did you integrate this with your RT install? Justin Brodley? -----Original Message----- From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] Sent: Thursday, July 12, 2007 1:06 PM To: Justin Brodley; Jason A. Smith; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Status of the RT AssetTracker. Have you tried OCS? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Brodley Sent: Thursday, July 12, 2007 3:57 PM To: Jason A. Smith; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Status of the RT AssetTracker. I'm holding out hope it will be updated. We too are looking for an Asset Management solution, and I haven't found a good open source one yet. Justin Brodley? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason A. Smith Sent: Thursday, July 12, 2007 11:50 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Status of the RT AssetTracker. Is the RT AssetTracker project still alive? I noticed that its old home is still gone, except for a link to the last available source package: http://atwiki.chaka.net/at-1.2.3.tar.gz There is also a new SourceForge project that was created for it a few months ago: http://sourceforge.net/projects/rtat/ Is this still a viable project? Is there enough interest out there from other users to keep this going? We are looking for a good asset management system and wondering if we should still consider using AT. Thanks, ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: smithj4 at bnl.gov | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------------------------------------------------------------- This Electronic message contains information from CompuPay which may be privileged. The information is intended to be for the use of the addressee only. If you are not the addressee, or the employee or agent responsible to deliver it to the intended recipient, note that any disclosure, copy distribution or use of the contents of this message is prohibited. If you have received this Electronic Message in error, please promptly notify the sender by return e-mail. For more information regarding our company please visit www.compupay.com http://www.compupay.com/ From slackamp at gmail.com Thu Jul 12 16:15:41 2007 From: slackamp at gmail.com (slamp slamp) Date: Thu, 12 Jul 2007 16:15:41 -0400 Subject: [rt-users] resolve interface. Message-ID: <78926d250707121315g57a3d74avd05c6b7842511416@mail.gmail.com> when i click on resolve to close a ticket and i do not want certain people (requestors, Ccs) to be notified, there is no addresses to check at the bottom of the page to take out. all i see is the following: This message will be sent to... (Check boxes to disable notifications to the listed recipients) Messages about this ticket will not be sent to... (Check boxes to enable notifications to the listed recipients) i remember being able to check e-mails i do not want to be notified. Yes I have requestors and Ccs on the ticket. CentOS 4.5 RT 3.6.3 From garyo at genarts.com Thu Jul 12 16:25:20 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Thu, 12 Jul 2007 16:25:20 -0400 Subject: [rt-users] On Correspond/Comment Notify Owner? Message-ID: <46968E30.3010009@genarts.com> Hi folks -- I'd like rt to notify the owner if correspondence or comments come in, but not if the correspondence/comments are by the owner. Possible? Easy? Actually what I'd like is if *anything* changes in the ticket and the change is by someone else, I'd like the owner to get notified. Do I need a scrip per change type or is there one global condition? thanks! -- Gary From Jacob at buschs.com Thu Jul 12 16:33:25 2007 From: Jacob at buschs.com (Jacob Helwig) Date: Thu, 12 Jul 2007 16:33:25 -0400 Subject: [rt-users] On Correspond/Comment Notify Owner? In-Reply-To: <46968E30.3010009@genarts.com> Message-ID: Gary, Since the ticket owner should already be notified of any correspondence taken on the ticket, we added a scrip to handle comments. On Comment Notify Owner as Comment with template Correspondence We set that as a global scrip, and it's worked beautifully for us. As far as updating the owner, if someone changes a CF, the status, due date, etc, etc. I'm sure you could do that through a custom condition, but I'm afraid I don't have anything off hand that would do that for you. -- Jacob Helwig PC Technician Busch's Help Desk Desk: x35221 Direct: 734-214-8221 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gary Oberbrunner Sent: Thursday, July 12, 2007 4:25 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] On Correspond/Comment Notify Owner? Hi folks -- I'd like rt to notify the owner if correspondence or comments come in, but not if the correspondence/comments are by the owner. Possible? Easy? Actually what I'd like is if *anything* changes in the ticket and the change is by someone else, I'd like the owner to get notified. Do I need a scrip per change type or is there one global condition? thanks! -- Gary _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From garyo at genarts.com Thu Jul 12 16:36:51 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Thu, 12 Jul 2007 16:36:51 -0400 Subject: [rt-users] On Correspond/Comment Notify Owner? In-Reply-To: References: Message-ID: <469690E3.6020400@genarts.com> Jacob Helwig wrote: > Gary, > > Since the ticket owner should already be notified of any correspondence > taken on the ticket, we added a scrip to handle comments. I just tried this, and it doesn't seem to work, at least in my RT. I sent an email from the requestor's email address with [rt #12] in the subject, and it got into ticket 12, but the owner never got an email, and rt didn't record an email as going out to them. Maybe that scrip got deleted somewhere. I'll put it in & see what happens. > On Comment Notify Owner as Comment with template Correspondence > > We set that as a global scrip, and it's worked beautifully for us. I'll try that one too; thanks! You didn't have to do anything to prevent getting emails about your own comments on tickets you own? -- Gary From phanoko at yahoo.com Thu Jul 12 16:46:11 2007 From: phanoko at yahoo.com (Phanoko) Date: Thu, 12 Jul 2007 13:46:11 -0700 (PDT) Subject: [rt-users] RT SSL Errors - Please if anyone can help - Message-ID: <881794.13743.qm@web53904.mail.re2.yahoo.com> I am trying to get RT 3.4.4 on SSL. It works perfect on normal http but when I change to HTTPS I get 'You're almost there!' Here is what I change - /opt/rt3/etc/RT_SiteConfig.pm >From Set($WebBaseURL, "http://server1.com"); to Set($WebBaseURL, "https://server1.com"); --------------------- /etc/httpd/conf/httpd.conf >From NameVirtualHost *:80 To NameVirtualHost *:443 >From ServerName server1.com ServerAdmin mail at server1.com DocumentRoot /opt/rt3/share/html/ AddHandler fastcgi-script .fcgi #DirectoryIndex index.html AddDefaultCharset UTF-8 Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images PerlRequire /opt/rt3/bin/webmux.pl Options FollowSymLinks ExecCGI AllowOverride None SetHandler perl-script PerlHandler RT::Mason To ServerName server1.com ServerAdmin mail at server1.com DocumentRoot /opt/rt3/share/html/ AddHandler fastcgi-script .fcgi #DirectoryIndex index.html AddDefaultCharset UTF-8 Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images PerlRequire /opt/rt3/bin/webmux.pl Options FollowSymLinks ExecCGI AllowOverride None SetHandler perl-script PerlHandler RT::Mason ----------------------- >From Firefox when I visit https://server1.com/Admin/index.html I get this. %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC %# %# %# (Except where explicitly superseded by other copyright notices), %# %# %# LICENSE: %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# You should have received a copy of the GNU General Public License %# along with this program; if not, write to the Free Software %# Foundation, Inc., 675 Mass Ave, Cambridge, MA 02139, USA. %# %# %# CONTRIBUTION SUBMISSION POLICY: %# %# (The following paragraph is not intended to limit the rights granted %# to you to modify and distribute this software under the terms of %# the GNU General Public License and is only of importance to you if %# you choose to contribute your changes and enhancements to the %# community by submitting them to Best Practical Solutions, LLC.), %# %# By intentionally submitting any modifications, corrections or %# derivatives to this work, or any other work intended for use with %# Request Tracker, to Best Practical Solutions, LLC, you confirm that %# you are the copyright holder for those contributions and you grant %# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, %# royalty-free, perpetual, license to use, copy, create derivative %# works based on those contributions, and sublicense and distribute %# those contributions and any derivatives thereof. %# %# END BPS TAGGED BLOCK }}} <& /Admin/Elements/Header, Title => loc('RT Administration') &> <& /Admin/Elements/Tabs, Title => loc('RT Administration') &> * % foreach my $key (sort keys %$tabs) { <%$tabs->{$key} ->{'title'}%> <%$tabs->{$key}->{description}%> %} <%init> my $tabs = { A => { title => loc('Users'), path => 'Admin/Users/index.html', description => loc('Manage users and passwords'), }, B => { title => loc('Groups'), path => 'Admin/Groups/index.html', description => loc('Manage groups and group membership'), }, C => { title => loc('Queues'), path => 'Admin/Queues/index.html', description => loc('Manage queues and queue-specific properties'), }, D => { 'title' => loc('Custom Fields'), description => loc('Manage custom fields and custom field values'), path => 'Admin/CustomFields/index.html', }, E => { 'title' => loc('Global'), path => 'Admin/Global/index.html', description => loc('Manage properties and configuration which apply to all queues'), }, F => { 'title' => loc('Tools'), path => 'Admin/Tools/index.html', description => loc('Use other RT administrative tools') }, }; $m->comp('/Elements/Callback', tabs => $tabs, %ARGS); ------------------- If I change the 443 back to 80 and the https to http it's perfect. httpd-2.0.52-32.2.en mod_perl-2.0.1-1.fc4t php -v PHP 4.3.9 (cgi) (built: May 4 2007 11:04:14) Copyright (c) 1997-2004 The PHP Group Zend Engine v1.3.0, Copyright (c) 1998-2004 Zend Technologies perl -v This is perl, v5.8.6 built for i386-linux-thread-multi Copyright 1987-2004, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using `man perl' or `perldoc perl'. If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. ____________________________________________________________________________________ Be a PS3 game guru. Get your game face on with the latest PS3 news and previews at Yahoo! Games. http://videogames.yahoo.com/platform?platform=120121 From sunlist at yahoo.com Thu Jul 12 16:47:58 2007 From: sunlist at yahoo.com (mailing list) Date: Thu, 12 Jul 2007 13:47:58 -0700 (PDT) Subject: [rt-users] Failure to create ticket Message-ID: <603927.583.qm@web63811.mail.re1.yahoo.com> RT v3.6.3 running on Solaris 10, perl 5.8.4, CGI.pm > 2.89 (example.com = example domain) My browser crash, returns the error below, everytime I fill in one of the following field in the Ticket creation site: Requestor, CC, Admin CC. Browser Error ------------- Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, log at example.com and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. -------------------------------------------------------------------------------- Apache/2.0.58 (Unix) DAV/2 mod_fastcgi/2.4.2 mod_ssl/2.0.58 OpenSSL/0.9.8b PHP/5.2.2 Server at rt.example.com Port 443 And the below is in my log. [Thu Jul 12 15:09:12 2007] [error] [client 192.168.1.101] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120 sec), referer: https://rt.example.com/Ticket/Create.html?Queue=5 [Thu Jul 12 15:09:12 2007] [error] [client 192.168.1.101] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi", referer: https://rt.example.com/Ticket/Create.html?Queue=5 [Thu Jul 12 15:11:48 2007] [error] [client 192.168.1.101] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120 sec) [Thu Jul 12 15:11:48 2007] [error] [client 192.168.1.101] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" I'm thinking it has to do with FastCGI but not certain where to troubleshoot or configure to prevent the error. Thanks for the help. Regards, Mike ____________________________________________________________________________________ Expecting? Get great news right away with email Auto-Check. Try the Yahoo! Mail Beta. http://advision.webevents.yahoo.com/mailbeta/newmail_tools.html From kovar at netcerto.com Thu Jul 12 16:58:55 2007 From: kovar at netcerto.com (David Kovar) Date: Thu, 12 Jul 2007 13:58:55 -0700 Subject: [rt-users] RT SSL Errors - Please if anyone can help - In-Reply-To: <881794.13743.qm@web53904.mail.re2.yahoo.com> References: <881794.13743.qm@web53904.mail.re2.yahoo.com> Message-ID: <4696960F.1040104@netcerto.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Greetings, This is what I just set up and is working for me: ServerName foo.bar SSLEngine on SSLCertificateFile /etc/pki/tls/certs/server.crt SSLCertificateKeyFile /etc/pki/tls/private/server.key RewriteEngine On RewriteCond %{SERVER_PORT} !^443$ RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [L,R] DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Phanoko wrote: > I am trying to get RT 3.4.4 on SSL. > It works perfect on normal http but when I change to > HTTPS I get 'You're almost there!' > > Here is what I change - > > /opt/rt3/etc/RT_SiteConfig.pm > >From Set($WebBaseURL, "http://server1.com"); > to Set($WebBaseURL, "https://server1.com"); > > --------------------- > /etc/httpd/conf/httpd.conf > > >From NameVirtualHost *:80 > To NameVirtualHost *:443 > > >From > > ServerName server1.com > ServerAdmin mail at server1.com > DocumentRoot /opt/rt3/share/html/ > AddHandler fastcgi-script .fcgi > #DirectoryIndex index.html > AddDefaultCharset UTF-8 > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > PerlRequire /opt/rt3/bin/webmux.pl > > Options FollowSymLinks ExecCGI > AllowOverride None > > > SetHandler perl-script > PerlHandler RT::Mason > > > > To > > ServerName server1.com > ServerAdmin mail at server1.com > DocumentRoot /opt/rt3/share/html/ > AddHandler fastcgi-script .fcgi > #DirectoryIndex index.html > AddDefaultCharset UTF-8 > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > PerlRequire /opt/rt3/bin/webmux.pl > > Options FollowSymLinks ExecCGI > AllowOverride None > > > SetHandler perl-script > PerlHandler RT::Mason > > > > ----------------------- > >From Firefox when I visit > https://server1.com/Admin/index.html I get this. > > %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# > This software is Copyright (c) 1996-2005 Best > Practical Solutions, LLC %# %# %# (Except where > explicitly superseded by other copyright notices), %# > %# %# LICENSE: %# %# This work is made available to > you under the terms of Version 2 of %# the GNU General > Public License. A copy of that license should have %# > been provided with this software, but in any event can > be snarfed %# from www.gnu.org. %# %# This work is > distributed in the hope that it will be useful, but %# > WITHOUT ANY WARRANTY; without even the implied > warranty of %# MERCHANTABILITY or FITNESS FOR A > PARTICULAR PURPOSE. See the GNU %# General Public > License for more details. %# %# You should have > received a copy of the GNU General Public License %# > along with this program; if not, write to the Free > Software %# Foundation, Inc., 675 Mass Ave, Cambridge, > MA 02139, USA. %# %# %# CONTRIBUTION SUBMISSION > POLICY: %# %# (The following paragraph is not intended > to limit the rights granted %# to you to modify and > distribute this software under the terms of %# the GNU > General Public License and is only of importance to > you if %# you choose to contribute your changes and > enhancements to the %# community by submitting them to > Best Practical Solutions, LLC.), %# %# By > intentionally submitting any modifications, > corrections or %# derivatives to this work, or any > other work intended for use with %# Request Tracker, > to Best Practical Solutions, LLC, you confirm that %# > you are the copyright holder for those contributions > and you grant %# Best Practical Solutions, LLC a > nonexclusive, worldwide, irrevocable, %# royalty-free, > perpetual, license to use, copy, create derivative %# > works based on those contributions, and sublicense and > distribute %# those contributions and any derivatives > thereof. %# %# END BPS TAGGED BLOCK }}} <& > /Admin/Elements/Header, Title => loc('RT > Administration') &> <& /Admin/Elements/Tabs, Title => > loc('RT Administration') &> > > * % foreach my $key (sort keys %$tabs) { > <%$tabs->{$key} ->{'title'}%> > <%$tabs->{$key}->{description}%> > %} > > <%init> my $tabs = { A => { title => loc('Users'), > path => 'Admin/Users/index.html', description => > loc('Manage users and passwords'), }, B => { title => > loc('Groups'), path => 'Admin/Groups/index.html', > description => loc('Manage groups and group > membership'), }, C => { title => loc('Queues'), path > => 'Admin/Queues/index.html', description => > loc('Manage queues and queue-specific properties'), }, > D => { 'title' => loc('Custom Fields'), description => > loc('Manage custom fields and custom field values'), > path => 'Admin/CustomFields/index.html', }, E => { > 'title' => loc('Global'), path => > 'Admin/Global/index.html', description => loc('Manage > properties and configuration which apply to all > queues'), }, F => { 'title' => loc('Tools'), path => > 'Admin/Tools/index.html', description => loc('Use > other RT administrative tools') }, }; > $m->comp('/Elements/Callback', tabs => $tabs, %ARGS); > > ------------------- > > > If I change the 443 back to 80 and the https to http > it's perfect. > > httpd-2.0.52-32.2.en > mod_perl-2.0.1-1.fc4t > > php -v > PHP 4.3.9 (cgi) (built: May 4 2007 11:04:14) > Copyright (c) 1997-2004 The PHP Group > Zend Engine v1.3.0, Copyright (c) 1998-2004 Zend > Technologies > > perl -v > > This is perl, v5.8.6 built for i386-linux-thread-multi > > Copyright 1987-2004, Larry Wall > > Perl may be copied only under the terms of either the > Artistic License or the > GNU General Public License, which may be found in the > Perl 5 source kit. > > Complete documentation for Perl, including FAQ lists, > should be found on > this system using `man perl' or `perldoc perl'. If > you have access to the > Internet, point your browser at http://www.perl.org/, > the Perl Home Page. > > > > > > > > > ____________________________________________________________________________________ > Be a PS3 game guru. > Get your game face on with the latest PS3 news and previews at Yahoo! Games. > http://videogames.yahoo.com/platform?platform=120121 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -----BEGIN PGP SIGNATURE----- Version: PGP Desktop 9.6.2 (Build 2014) Charset: ISO-8859-1 wj8DBQFGlpYiBB3D6kCa6qsRAnTbAJ4nTdzrcsqLrNoypyVUwojiHaToIACfY4PA P9lGb9Mz+wIg89chgYH7pbg= =3tRY -----END PGP SIGNATURE----- From gleduc at mail.sdsu.edu Thu Jul 12 17:00:57 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 12 Jul 2007 14:00:57 -0700 Subject: [rt-users] On Correspond/Comment Notify Owner? In-Reply-To: <46968E30.3010009@genarts.com> References: <46968E30.3010009@genarts.com> Message-ID: <6.2.1.2.2.20070712132917.0245dfa8@mail.sdsu.edu> Hi Gary, So what you want is for the owner of the ticket to be notified of _all_ transactions where the owner is not the creator of the transaction? A scrip condition like this might do it: { my $Transaction = $self->TransactionObj; my $Creator = $Transaction->CreatorObj->Id; my $Ticket = $self->TicketObj; my $Owner = $Ticket->Owner; return $Creator != $Owner && $Owner > 12; } The "$Owner > 12" condition prevents the scrip from firing if the ticket owner is Nobody, SystemUser, or RT's Root (at least on my 3.6.3 system). Regards, Gene At 01:25 PM 7/12/2007, Gary Oberbrunner wrote: >Hi folks -- I'd like rt to notify the owner if correspondence or comments come >in, but not if the correspondence/comments are by the owner. Possible? Easy? > >Actually what I'd like is if *anything* changes in the ticket and the change >is by someone else, I'd like the owner to get notified. Do I need a scrip per >change type or is there one global condition? > >thanks! -- Gene LeDuc, GSEC Security Analyst San Diego State University From mikef at ack.berkeley.edu Thu Jul 12 17:15:07 2007 From: mikef at ack.berkeley.edu (Mike Friedman) Date: Thu, 12 Jul 2007 14:15:07 -0700 (PDT) Subject: [rt-users] Problem installing RTFM 2.2.0RC5 Message-ID: <20070712135747.H5649@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'm trying to install RTFM 2.2.0RC5 on a 'virtual private server', where everything must go inside my home directory and I'm a non-privileged user. I've already had RT 3.6.3 installed and running fine, so I just followed the install instructions in the RTFM distribution, modifying them to set my appropriate environment variables for perl installations and for the location of all my RT stuff. I was able to complete the 'perl Makefile.PL' OK, since I passed it all the proper settings for my environment variables. Also, 'make install' went fine: things got installed in the correct places. And all my perl pre-reqs are properly installed (as shown by 'make checkdeps'). In fact, when I restart my apache and look at RT, I see all the RTFM links. But when I try to create a class, I'm told that the table 'rt3.FM_Classes' doesn't exist. This is, of course, because I hadn't yet run 'make initdb'. However, when I run 'make initdb', I get this message: Couldn't load RT config file /users/ist-rt/RT/rt/ist-rt/etc/RT_SiteConfig.pm as user ist-rt / group ist-rt. The file is owned by user ist-rt and group ist-rt. This usually means that the user/group your webserver is running as cannot read the file. Be careful not to make the permissions on this file too liberal, because it contains database passwords. You may need to put the webserver user in the appropriate group (ist-rt) or change permissions be able to run succesfully But this is not correct! I *am* running as user 'ist-rt' and group 'ist-rt'. My RT_SiteConfig.pm file is owned by user ist-rt and group ist-rt, with permissions 0640. And, although I don't see what my web server has to do with this, the fact is that the web server also runs as user 'ist-rt', group 'ist-rt'. So why is make initdb giving this complaint? BTW: This is my first install of RTFM, so it's not an upgrade. Thanks. Mike _________________________________________________________________________ Mike Friedman Information Services & Technology mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRpaZ3q0bf1iNr4mCEQJfWACfZrK+oVYahnYd839s7FTij7HJNKQAn1+9 1Ig4jxAAWdU/gk6O1sW6W5cT =bq9o -----END PGP SIGNATURE----- From jmoseley at corp.xanadoo.com Thu Jul 12 17:31:22 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Thu, 12 Jul 2007 16:31:22 -0500 Subject: [rt-users] Re: RT 3.6.4 problems - Fixed In-Reply-To: Message-ID: Here was my problem, which was addressed in the announcement for 3.6.4: Use 'Watcher = X' inestead of 'Requestor = X OR Cc = X OR AdminCc = X' in the SelfService interface. Both queries do quite the same job, but the former is significantly faster. I had added a search to my 'RT at a Glance' that searched for tickets I was either CC'd or AdminCC'd on. I have now modified it to use 'Watcher' instead. My question, though, what changed between 3.6.3 and 3.6.4 to actually slow down searches that use CC or AdminCC? It slowed down so much that my RT home page was timing out... James Moseley James Moseley/BTV/PEGAS US To rt-users at lists.bestpractical.com 07/11/2007 11:02 cc PM Subject RT 3.6.4 problems(Document link: James Moseley) I am running RT 3.6.3 on two systems: An older Linux system using Apache 2 and Apache's mod_fastcgi module and an FC6 system with Apache 2 and mod_fcgid (an alternative to the Apache mod_fastcgi module). Both installations work just fine. Prior to installing 4.6.4, I upgraded the few Perl modules on each system that needed it. My RT upgrade process simply consists of installing RT from scratch then creating softlinks to the new installation - this way I don't write over the working, older installation directory. However, after switching over to 3.6.4 and restarting Apache, I get '500 internal server failure' errors on both machines. On the older system with Apache's fast cgi module, I get: [Wed Jul 11 20:55:58 2007] [error] [client xxx.xxx.xxx.xxx] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (360 sec) [Wed Jul 11 20:55:58 2007] [error] [client xxx.xxx.xxx.xxx] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" On the FC6 system with the alternative mod_fcgid module, I get: [Wed Jul 11 21:54:26 2007] [warn] mod_fcgid: read data timeout in 40 seconds [Wed Jul 11 21:54:26 2007] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: mason_handler.fc gi [Wed Jul 11 21:54:35 2007] [notice] mod_fcgid: process /opt/rt3/bin/mas on_handler.fcgi( 20631) exit(communicati on error), get stop signal 15 [Wed Jul 11 21:55:12 2007] [warn] mod_fcgid: read data timeout in 40 seconds [Wed Jul 11 21:55:12 2007] [warn] (110)Connection timed out: mod_fcgid: ap_pass_brigade failed in handle_request function No MySQL database changes have been made. There is no mason cache to clear since I'm basically working with new installations. Anyone else encountering similar problems? Swapping back to 3.6.3 works just fine. James Moseley From garyo at genarts.com Thu Jul 12 17:45:19 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Thu, 12 Jul 2007 17:45:19 -0400 Subject: [rt-users] On Correspond/Comment Notify Owner? In-Reply-To: <6.2.1.2.2.20070712132917.0245dfa8@mail.sdsu.edu> References: <46968E30.3010009@genarts.com> <6.2.1.2.2.20070712132917.0245dfa8@mail.sdsu.edu> Message-ID: <4696A0EF.8000001@genarts.com> Gene LeDuc wrote: > Hi Gary, > > So what you want is for the owner of the ticket to be notified of _all_ > transactions where the owner is not the creator of the transaction? > > A scrip condition like this might do it: > { my $Transaction = $self->TransactionObj; > my $Creator = $Transaction->CreatorObj->Id; > my $Ticket = $self->TicketObj; > my $Owner = $Ticket->Owner; > return $Creator != $Owner && $Owner > 12; > } > > The "$Owner > 12" condition prevents the scrip from firing if the ticket > owner is Nobody, SystemUser, or RT's Root (at least on my 3.6.3 system). Awesome, thanks! (root is 12 on my 3.6.4 also.) I notice there's no mention of CreatorObj in the RT::Transaction section of the POD... maybe because it inherits from RT::Record I guess. Much to learn. -- Gary From theillien at yahoo.com Thu Jul 12 21:24:33 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 12 Jul 2007 21:24:33 -0400 Subject: [rt-users] System-wide Default Refresh Rate In-Reply-To: <4695FD60.2080700@yahoo.com> References: <4695FD60.2080700@yahoo.com> Message-ID: <4696D451.1080708@yahoo.com> Mathew Snyder wrote: > Hey all, > > I'm trying to figure out how to change the default refresh rate for all pages > that utilize the refresh option. Under html/Elements is the Refresh file. This > provides the code I'm looking for as far as I can tell. However, I can't get it > to work. > > I've changed it so that $Default is 120 ($Default => 120) but that doesn't > affect anything. I'd rather not have to make the change in every file so I'm > hoping this solution can be made to work. > > I have the Devel-Mode option set in RT_SiteConfig.pm so I know it isn't a mason > cache issue. Besides that, I've actually looked at var/mason-data/cache and > found nothing. Anyone know why changing the $Default variable to what I want it > to be won't work? > > Mathew > Has anyone been able to come up with a solution for this? Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com From shiv at icmanage.com Fri Jul 13 03:11:15 2007 From: shiv at icmanage.com (Shiv Sikand) Date: Fri, 13 Jul 2007 00:11:15 -0700 Subject: [rt-users] Adding new users and CC users to tickets Message-ID: <46972593.9010908@icmanage.com> Hello, We are using RT 3.4.5. I would be grateful for the list's help on the following: We have the following scenario: 1) User A opens a ticket via email. We reply via email and User A forwards the message via email to User B. User B now replies to the ticket using our rt address and the correspondence is added to the ticket. But, user B does not receive updates to the ticket when we reply via email. How can we set it up such that user B is added automatically as an additional requestor or CC ? 2) User A opens a ticket via email and specifies a bunch of CC's in the email. How can I add all email CC fields as CC's to the ticket ? Thanks, Shiv From torsten.brumm at Kuehne-Nagel.com Fri Jul 13 04:33:54 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 13 Jul 2007 10:33:54 +0200 Subject: [rt-users] Run order of Scrips / RT 3.6.3 In-Reply-To: <46972593.9010908@icmanage.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394733B24@w3hamboex11.ger.win.int.kn> Hi RT Users, i'm just fighting with a scrip exec order. So far i remember, we can fire up scrips from UI in a sort order (beginning from 3.6.0??) No i have the problem that i need at create time 3 actions to be done. There are no global Scrips defined, only on this queue. >From the flow: A new mail reaches this queue, then: 1. Set a CF (PM) to a default value (Value = ?) 2. Parse the incoming mail for a specific value and put this into CF (PM) 3. Send mail to AdminCC's with modified Subject line with the Content of PM All this scrips are triggering OnCreate, but now funny things start, the mail sent to the AdminCC's are fired before the other Scrips are running. My Scrips look like this: Scrip 1: 001_SetDefaultValueForPM (On Create User Defined with template Blank) Custom Action Prep Code: return 1; Custom Action Cleanup Code: my $CFName = 'PM'; my $DefaultValue = 'PM?'; my $RecTransaction = 1; my $QueueObj = $self->TicketObj->QueueObj; 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 ) { $RT::Logger->warning("custom field '$CFName' isn't global or defined for queue '". $QueueObj->Name ."'"); return undef; } } unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) { my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => $CFObj->id, Value => $DefaultValue, RecordTransaction => $RecTransaction ); unless( $st ) { $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF $CFName:". $msg ); return undef; } } return 1; Scrip 2: 002_ScanForPM (On Create Extract Custom Field Values with template ScanForPM) Template: ScanForPM Content: PM|Body|#(PM\w+)#||q Scrip 3: 999_InformAdminCC (On Create Notify AdminCcs with template CreateNewTicket) Template: CreateNewTicket Content: Subject: #{$Ticket->FirstCustomFieldValue('PM');}# {$Ticket->Subject} RT-Attach-Message: yes {$Transaction->Content()} Each Scrip alone works well, but all together working but not like expacted. Any Ideas? What's wrong with this? Help needed ;-) Thanks Torsten From smithj4 at bnl.gov Fri Jul 13 08:19:08 2007 From: smithj4 at bnl.gov (Jason A. Smith) Date: Fri, 13 Jul 2007 08:19:08 -0400 Subject: [rt-users] Adding new users and CC users to tickets In-Reply-To: <46972593.9010908@icmanage.com> References: <46972593.9010908@icmanage.com> Message-ID: <1184329148.13936.39.camel@localhost.localdomain> On Fri, 2007-07-13 at 00:11 -0700, Shiv Sikand wrote: > Hello, > > We are using RT 3.4.5. > > I would be grateful for the list's help on the following: > > > We have the following scenario: > > 1) User A opens a ticket via email. We reply via email and User A > forwards the message via email to User B. > > User B now replies to the ticket using our rt address and the > correspondence is added to the ticket. > > But, user B does not receive updates to the ticket when we reply via email. > > How can we set it up such that user B is added automatically as an > additional requestor or CC ? We do it with a custom global scrip, we called AddWatchersOnCorrespond. Besides the sender, it will also add any additional people that the correspondence was sent to. We also have a "General" queue and associated group which includes all admins, and if the correspondence includes one of these admins who is not already watching the ticket, then they are added as an AdminCc instead of a Cc. Condition: On Correspond Action: User Defined Custom action preparation code: return 1; Custom action cleanup code: # Get some info: my $scrip = 'Scrip:AddWatchersOnCorrespond'; my $Transaction = $self->TransactionObj; my $EmailAddr = $self->TransactionObj->CreatorObj->EmailAddress; my $Queue = $self->TicketObj->QueueObj; my $Ticket = $self->TicketObj; my $Id = $self->TicketObj->id; # Extract a list of people associated with this transaction: # - including the transaction creator, and if it is an email, the sender and recipients of that email message. my @People = ($EmailAddr); foreach my $h (qw(From To Cc)) { my $header = $Transaction->Attachments->First->GetHeader($h); my @addr = Mail::Address->parse($header); foreach my $addrobj (@addr) { my $addr = lc $RT::Nobody->UserObj->CanonicalizeEmailAddress($addrobj->address); # Ignore the specific addresses for this queue: next if lc $Queue->CorrespondAddress eq $addr or lc $Queue->CommentAddress eq $addr; # Ignore any email address that looks like one for any of our queues: next if RT::EmailParser::IsRTAddress('', $addr); $RT::Logger->debug("$scrip: Ticket #$Id correspondence contains header - $h: $addr"); push @People, $addr; } } # Lookup the 'experts' (general) group to use below: my $Experts = RT::Group->new($self->CurrentUser); $Experts->LoadUserDefinedGroup('general'); # Now check if each user is already watching the ticket or queue: foreach my $addr (@People) { my $User = RT::User->new($RT::SystemUser); $User->LoadByEmail($addr); my $Name = $User->Name; my $Principal = $User->PrincipalId if $User->Id; if (not ($Queue->IsWatcher(Type => 'Cc', PrincipalId => $Principal) or $Queue->IsWatcher(Type => 'AdminCc', PrincipalId => $Principal) or $Ticket->IsWatcher(Type => 'Cc', PrincipalId => $Principal) or $Ticket->IsWatcher(Type => 'AdminCc', PrincipalId => $Principal) or $Ticket->IsWatcher(Type => 'Requestor', PrincipalId => $Principal) )) { # If the user is a member of the experts group, then add them as an AdminCc, otherwise as a normal Cc: my $type = $Experts->HasMember($User->PrincipalObj) ? 'AdminCc' : 'Cc'; # Add the new watcher now and check for errors: my ($ret, $msg) = $Ticket->AddWatcher(Type => $type, Email => $addr, PrincipalId => $Principal,); if ($ret) { $RT::Logger->info("$scrip: New $type watcher added to ticket #$Id: $addr (#$Principal)"); } else { $RT::Logger->error("$scrip: Failed to add new $type watcher to ticket #$Id: $addr (#$Principal) - $msg"); } } } return 1; > 2) User A opens a ticket via email and specifies a bunch of CC's in the > email. > > How can I add all email CC fields as CC's to the ticket ? Look in the RT_SiteConfig.pm file for this option: $ParseNewMessageForTicketCcs and don't forget to set this option as well: $RTAddressRegexp ~Jason > Thanks, > Shiv > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From Stefan.Marx at SCHOBER.DE Fri Jul 13 08:31:26 2007 From: Stefan.Marx at SCHOBER.DE (Stefan Marx) Date: Fri, 13 Jul 2007 14:31:26 +0200 Subject: [rt-users] Users seem to be created automagically Message-ID: <46978CBD.5500.007B.0@schober.de> Hi, I have some users in our RT 3.6.3 which seem to be created automagically by having someone placing their email-address into some fields (I think some users have CC'ed them like in their email-system) However, they do not appear in most drop-down lists, where I can choose users, only in some. But how can I get rid of them, they do not show up in the users list, and how can I change this behaviour? Is it enough to clean them out of the Users-table in the database? And is there a configuration parameter to stop them from appearing? Regards, Stefan From jmoseley at corp.xanadoo.com Fri Jul 13 08:50:14 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Fri, 13 Jul 2007 07:50:14 -0500 Subject: [rt-users] Users seem to be created automagically In-Reply-To: <46978CBD.5500.007B.0@schober.de> Message-ID: Stefan, in a nutshell, this is the default behavior of RT. Users get created when added as CC to a ticket, or when some 'outside' user creates a ticket via email. But those users are disabled by default - they don't have permissions. The reason you don't see those users in the drop-down list is because you need to select 'include disabled users in search' at the bottom of the screen. I don't think you can delete those users other than removing them manually from the DB - but I don't think that would be a good idea. There is no reason to delete them in the first place. James Moseley "Stefan Marx" To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Users seem to be created automagically 07/13/2007 07:31 AM Hi, I have some users in our RT 3.6.3 which seem to be created automagically by having someone placing their email-address into some fields (I think some users have CC'ed them like in their email-system) However, they do not appear in most drop-down lists, where I can choose users, only in some. But how can I get rid of them, they do not show up in the users list, and how can I change this behaviour? Is it enough to clean them out of the Users-table in the database? And is there a configuration parameter to stop them from appearing? Regards, Stefan _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Stefan.Marx at SCHOBER.DE Fri Jul 13 09:15:15 2007 From: Stefan.Marx at SCHOBER.DE (Stefan Marx) Date: Fri, 13 Jul 2007 15:15:15 +0200 Subject: Antw: Re: [rt-users] Users seem to be created automagically In-Reply-To: References: <46978CBD.5500.007B.0@schober.de> Message-ID: <46979702.5500.007B.0@schober.de> >>> schrieb am Fr, Jul 13, 2007 um 2:50 in Nachricht : > Stefan, in a nutshell, this is the default behavior of RT. Users get > created when added as CC to a ticket, or when some 'outside' user creates a > ticket via email. okay. No problem. How do I convert them into 'real' users? > But those users are disabled by default - they don't have permissions. The > reason you don't see those users in the drop-down list is because you need > to select 'include disabled users in search' at the bottom of the screen. No. I find them in only 1 or 2 places, and never in the normal users list, regardless if I enable the view of disabled users. > I don't think you can delete those users other than removing them manually > from the DB - but I don't think that would be a good idea. There is no > reason to delete them in the first place. > The problem is, sometimes people get cc'ed, and after a while, when they get more involved, they are created as real users. But then their email-address can not be filled in, because it is already existent somewhere in the database. As a workaround I have manually manipulated those address-entries of the automatically created users in the database directly. Not very cool, I know. Best regards, Stefan From Stefan.Marx at SCHOBER.DE Fri Jul 13 09:28:26 2007 From: Stefan.Marx at SCHOBER.DE (Stefan Marx) Date: Fri, 13 Jul 2007 15:28:26 +0200 Subject: Antw: Re: [rt-users] Users seem to be created automagically In-Reply-To: <46979702.5500.007B.0@schober.de> References: <46978CBD.5500.007B.0@schober.de> <46979702.5500.007B.0@schober.de> Message-ID: <46979A19.5500.007B.0@schober.de> Hi ... >> But those users are disabled by default - they don't have > permissions. The >> reason you don't see those users in the drop-down list is because you > need >> to select 'include disabled users in search' at the bottom of the > screen. > > No. I find them in only 1 or 2 places, and never in the normal users > list, regardless if I enable the view of disabled users. Ooookay, I found out how to find them... Just a % in the search field... But is there a way to somehow merge them together or clean them out consistently? Because I can find the same user with at least three different versions of his email address or typos of it and the like. For now it seems I have to learn some more SQL... Regards, Stefan From barnesaw at ucrwcu.rwc.uc.edu Fri Jul 13 09:40:06 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 13 Jul 2007 09:40:06 -0400 Subject: Antw: Re: [rt-users] Users seem to be created automagically In-Reply-To: <46979A19.5500.007B.0@schober.de> References: <46978CBD.5500.007B.0@schober.de> <46979702.5500.007B.0@schober.de> <46979A19.5500.007B.0@schober.de> Message-ID: <469780B6.50909@ucrwcu.rwc.uc.edu> RT::Extension::MergeUsers - http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ Stefan Marx wrote: > Ooookay, I found out how to find them... Just a % in the search > field... > > But is there a way to somehow merge them together or clean them out > consistently? Because I can find the same user with at least three > different versions of his email address or typos of it and the like. For > now it seems I have to learn some more SQL... > > Regards, Stefan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From jmoseley at corp.xanadoo.com Fri Jul 13 09:42:10 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Fri, 13 Jul 2007 08:42:10 -0500 Subject: Antw: Re: [rt-users] Users seem to be created automagically In-Reply-To: <46979A19.5500.007B.0@schober.de> Message-ID: In your previous post, you mentioned that sometimes you want to create a particular user, but can't because this new users email address is already taken by a user that got automatically created. To fix that, you do exactly what you are doing - you manipulate/change the address of the inactive user, then create the new user with the correct email address. Yes, you can merge users. There are examples of how to accomplish this in the Wiki (I think) as well as archived postings to this list. I would search there first. James Moseley "Stefan Marx" To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject Antw: Re: [rt-users] Users seem to be created automagically 07/13/2007 08:28 AM Hi ... >> But those users are disabled by default - they don't have > permissions. The >> reason you don't see those users in the drop-down list is because you > need >> to select 'include disabled users in search' at the bottom of the > screen. > > No. I find them in only 1 or 2 places, and never in the normal users > list, regardless if I enable the view of disabled users. Ooookay, I found out how to find them... Just a % in the search field... But is there a way to somehow merge them together or clean them out consistently? Because I can find the same user with at least three different versions of his email address or typos of it and the like. For now it seems I have to learn some more SQL... Regards, Stefan _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From torsten.brumm at Kuehne-Nagel.com Fri Jul 13 10:02:46 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 13 Jul 2007 16:02:46 +0200 Subject: AW: Re: Antw: Re: [rt-users] Users seem to be created automagically Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394485601@w3hamboex11.ger.win.int.kn> Hi, You don't need to change anything at this unprivileged user, just grab them from the inactive users list and activate them, it makes no sense to hold them twice inside the rt db. If you really like to get rid of them, use rtx-shredder and shred them with ruslans tool, that's more secure, but never do this inside the db, otherwise you will find yourself in big trouble ;-) Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Fri Jul 13 15:42:10 2007 Subject: Re: Antw: Re: [rt-users] Users seem to be created automagically In your previous post, you mentioned that sometimes you want to create a particular user, but can't because this new users email address is already taken by a user that got automatically created. To fix that, you do exactly what you are doing - you manipulate/change the address of the inactive user, then create the new user with the correct email address. Yes, you can merge users. There are examples of how to accomplish this in the Wiki (I think) as well as archived postings to this list. I would search there first. James Moseley "Stefan Marx" To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject Antw: Re: [rt-users] Users seem to be created automagically 07/13/2007 08:28 AM Hi ... >> But those users are disabled by default - they don't have > permissions. The >> reason you don't see those users in the drop-down list is because you > need >> to select 'include disabled users in search' at the bottom of the > screen. > > No. I find them in only 1 or 2 places, and never in the normal users > list, regardless if I enable the view of disabled users. Ooookay, I found out how to find them... Just a % in the search field... But is there a way to somehow merge them together or clean them out consistently? Because I can find the same user with at least three different versions of his email address or typos of it and the like. For now it seems I have to learn some more SQL... Regards, Stefan _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Fri Jul 13 10:05:14 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 13 Jul 2007 16:05:14 +0200 Subject: [rt-users] Users with more then one mail address Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394485602@w3hamboex11.ger.win.int.kn> Hi rt users, Another question regarding users. Can a user have two mail addresses? Is there any way or addon? Torsten -------------- next part -------------- An HTML attachment was scrubbed... URL: From javoskam at uwaterloo.ca Fri Jul 13 10:05:49 2007 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Fri, 13 Jul 2007 10:05:49 -0400 Subject: [rt-users] Users seem to be created automagically In-Reply-To: References: Message-ID: <469786BD.7020004@uwaterloo.ca> jmoseley at corp.xanadoo.com wrote: > Stefan, in a nutshell, this is the default behavior of RT. Users get > created when added as CC to a ticket, or when some 'outside' user creates a > ticket via email. > > But those users are disabled by default - they don't have permissions. The > reason you don't see those users in the drop-down list is because you need > to select 'include disabled users in search' at the bottom of the screen. > > I don't think you can delete those users other than removing them manually > from the DB - but I don't think that would be a good idea. There is no > reason to delete them in the first place. > > > James Moseley > > > Hi, > > I have some users in our RT 3.6.3 which seem to be created > automagically by having someone placing their email-address into some > fields (I think some users have CC'ed them like in their email-system) > However, they do not appear in most drop-down lists, where I can choose > users, only in some. > > But how can I get rid of them, they do not show up in the users list, > and how can I change this behaviour? Is it enough to clean them out of > the Users-table in the database? And is there a configuration parameter > to stop them from appearing? > > Regards, Stefan > There are basically 3 states for users: - Disabled - Casual/SelfServe - Can own tickets. Autocreated users are "Casual" and have no rights. Configuration/Users lists people who can own tickets. The search function will find Casual users as well (unless you click on "include disabled users...". Odds are that what you want to do is search for the email address, update the user and make sure to click on the "Let this user be granted rights" button under the "Access Control" section. Then you can add them to groups and allow them access to queues now that they are "Real people". No mucking with the database is necessary. Jeff Voskamp From barnesaw at ucrwcu.rwc.uc.edu Fri Jul 13 10:07:05 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 13 Jul 2007 10:07:05 -0400 Subject: [rt-users] Users with more then one mail address In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394485602@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394485602@w3hamboex11.ger.win.int.kn> Message-ID: <46978709.4080804@ucrwcu.rwc.uc.edu> Create two users and... RT::Extension::MergeUsers - http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ Ham MI-ID, Torsten Brumm wrote: > > Hi rt users, > Another question regarding users. Can a user have two mail addresses? > Is there any way or addon? > > 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From torsten.brumm at Kuehne-Nagel.com Fri Jul 13 10:07:47 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 13 Jul 2007 16:07:47 +0200 Subject: [rt-users] And another question about users and created by cli Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394485603@w3hamboex11.ger.win.int.kn> Hi rt users, Another users question but this time regarding cli. I can successfully add a user via cli, set almost all settings for this user but one thing I can't: set them to priviledged. Is this already implemented ? Torsten -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Fri Jul 13 10:10:22 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 13 Jul 2007 16:10:22 +0200 Subject: AW: Re: [rt-users] Users with more then one mail address Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394485604@w3hamboex11.ger.win.int.kn> Thanks, sounds good. And if I merge this two mail addresses to this one user, this user can act via mail with both addresses under the same I'd? Torsten -----Original Message----- From: Drew Barnes To: Ham MI-ID, Torsten Brumm CC: rt-users at lists.bestpractical.com Sent: Fri Jul 13 16:07:05 2007 Subject: Re: [rt-users] Users with more then one mail address Create two users and... RT::Extension::MergeUsers - http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ Ham MI-ID, Torsten Brumm wrote: > > Hi rt users, > Another question regarding users. Can a user have two mail addresses? > Is there any way or addon? > > 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Fri Jul 13 10:12:06 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 13 Jul 2007 10:12:06 -0400 Subject: AW: Re: [rt-users] Users with more then one mail address In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394485604@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394485604@w3hamboex11.ger.win.int.kn> Message-ID: <46978836.9060100@ucrwcu.rwc.uc.edu> That is the impression I have. I haven't played with this too much yet since I'm still running 3.2.x until I have time to set up a new box. Ham MI-ID, Torsten Brumm wrote: > > Thanks, sounds good. And if I merge this two mail addresses to this > one user, this user can act via mail with both addresses under the > same I'd? > > Torsten > > -----Original Message----- > From: Drew Barnes > To: Ham MI-ID, Torsten Brumm > CC: rt-users at lists.bestpractical.com > Sent: Fri Jul 13 16:07:05 2007 > Subject: Re: [rt-users] Users with more then one mail address > > Create two users and... > RT::Extension::MergeUsers - > http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ > > > Ham MI-ID, Torsten Brumm wrote: > > > > Hi rt users, > > Another question regarding users. Can a user have two mail addresses? > > Is there any way or addon? > > > > 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 > > -- > Drew Barnes > Applications Analyst > Network Resources Department > Raymond Walters College > University of Cincinnati > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From johnschubert at yahoo.com Fri Jul 13 11:54:41 2007 From: johnschubert at yahoo.com (John Schubert) Date: Fri, 13 Jul 2007 08:54:41 -0700 (PDT) Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <1184183737.8519.10.camel@localhost.localdomain> Message-ID: <149137.40038.qm@web54304.mail.re2.yahoo.com> Are there any resources you've seen that were written well and described MySQL DB recovery? I've been digging through the MySQL documentation and Yahoo/Googled for "How-To" articles, but most seem to assume a certain level of knowledge I don't possess. I feel dumb. I can compile, run and maintain Apache, and admin Solaris, but I can't seem to get my hands around managing a simple DB. Thanks for any pointers, John --- Ole Craig wrote: > John - > If your mysql database is located on /var and > /var filled up, you're > hosed. (If there's a database engine anywhere that > can deal gracefully > with an inability to write to its backing filestore > during normal > operations, it's definitely not MySQL.) > > Your best hope is probably to restore /var from > a backup made before > the partition choked. > > > Sorry, > Ole > ____________________________________________________________________________________ Be a better Heartthrob. Get better relationship answers from someone who knows. Yahoo! Answers - Check it out. http://answers.yahoo.com/dir/?link=list&sid=396545433 From barnesaw at ucrwcu.rwc.uc.edu Fri Jul 13 11:59:08 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 13 Jul 2007 11:59:08 -0400 Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <149137.40038.qm@web54304.mail.re2.yahoo.com> References: <149137.40038.qm@web54304.mail.re2.yahoo.com> Message-ID: <4697A14C.70204@ucrwcu.rwc.uc.edu> Since it seems it is only the sessions table that is borked, you could try dropping that table and recreating from the definitions in the RT package you grab from BP's website. John Schubert wrote: > Are there any resources you've seen that were written > well and described MySQL DB recovery? I've been > digging through the MySQL documentation and > Yahoo/Googled for "How-To" articles, but most seem to > assume a certain level of knowledge I don't possess. > > I feel dumb. I can compile, run and maintain Apache, > and admin Solaris, but I can't seem to get my hands > around managing a simple DB. > > Thanks for any pointers, > John > > --- Ole Craig wrote: > > >> John - >> If your mysql database is located on /var and >> /var filled up, you're >> hosed. (If there's a database engine anywhere that >> can deal gracefully >> with an inability to write to its backing filestore >> during normal >> operations, it's definitely not MySQL.) >> >> Your best hope is probably to restore /var from >> a backup made before >> the partition choked. >> >> >> Sorry, >> Ole >> >> > > > > ____________________________________________________________________________________ > Be a better Heartthrob. Get better relationship answers from someone who knows. Yahoo! Answers - Check it out. > http://answers.yahoo.com/dir/?link=list&sid=396545433 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From marchenko at gmail.com Fri Jul 13 13:40:57 2007 From: marchenko at gmail.com (Vlad) Date: Fri, 13 Jul 2007 12:40:57 -0500 Subject: [rt-users] Use of uninitialized value in pattern match (m//) [yet again] Message-ID: Hi, running RT 3.6.4 and my messages log is filled with Jul 13 17:30:56 dc7 RT: Use of uninitialized value in pattern match (m//) at rt/lib/RT/Transaction_Overlay.pm line 1079. since it looks like it's unlikely to be fixed any time soon (I've seen posts about that from 2006), could someone just confirm that it's safe to modify that line like that to get rid of these annoying messages: @@ -1076,7 +1076,7 @@ if ( UNIVERSAL::can( $self->Object, 'QueueObj' ) ) { - unless ( $field =~ /^\d+$/o ) { + unless ( defined $field && $field =~ /^\d+$/o ) { my $CFs = RT::CustomFields->new( $self->CurrentUser ); $CFs->Limit( FIELD => 'Name', VALUE => $field); $CFs->LimitToLookupType($self->CustomFieldLookupType); -- Vlad From alexsm at gmail.com Fri Jul 13 14:20:42 2007 From: alexsm at gmail.com (Alex Moura) Date: Fri, 13 Jul 2007 15:20:42 -0300 Subject: [rt-users] Re: RT 3.4.5 not showing transactions In-Reply-To: References: Message-ID: On 2007/7/11, Alex Moura wrote: > > (...) > The only log of the server about the problem is this, that is > registered everytime some client opens a problematic ticket. > > [Wed Jul 11 16:13:39 2007] [warn] FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" (pid 55127) > terminated due to uncaught signal '11' (Segmentation fault) Hello, Got more information about the issue. I've installed RT 3.6.3 in another environment running mysql-5.0.41 and made a copy of our production RT database to this environment. In this test environment, I've got these error messages from the apache's virtual server: =================================================== [Tue Jul 10 20:25:49 2007] [error] [client 200.143.192.54] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in pattern match (m//) at /usr/local/rt3/lib/RT/Interface/Web.pm line 1637. [Wed Jul 11 20:57:17 2007] [error] [client 200.143.192.54] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in pattern match (m//) at /usr/local/rt3/lib/RT/Interface/Web.pm line 1390. [Wed Jul 11 20:58:03 2007] [error] [client 200.143.192.54] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in string ne at /usr/local/rt3/lib/RT/Interface/Web.pm line 1481. =================================================== All errors lead to different subroutines. Two of them seem identical error messages, but each one points to different parts of the RT's perl module /usr/local/rt3/lib/RT/Interface/Web.pm Lab environment installed packages: apache-1.3.37_2 mod_perl-1.30 mysql-client-5.0.41 mysql-server-5.0.41 p5-DBD-mysql-4.005 p5-DBI-1.53 p5-Devel-Symdump-2.0604 p5-Error-0.17.008 p5-FastCGI-0.67 p5-GD-2.35 p5-GD-Graph-1.43.08 p5-MIME-Tools-5.420,2 p5-Scalar-List-Utils-1.19,1 p5-Storable-2.15 p5-Term-ReadKey-2.30 p5-Test-Harness-2.64 p5-Test-Simple-0.66 p5-Time-HiRes-1.9703,1 perl-5.8.8 Thanks for any tips, -- Alex From ocraig at stillsecure.com Fri Jul 13 14:55:13 2007 From: ocraig at stillsecure.com (Ole Craig) Date: Fri, 13 Jul 2007 12:55:13 -0600 Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <4697A14C.70204@ucrwcu.rwc.uc.edu> References: <149137.40038.qm@web54304.mail.re2.yahoo.com> <4697A14C.70204@ucrwcu.rwc.uc.edu> Message-ID: <1184352913.30771.46.camel@localhost.localdomain> Drew's right, if it's only the sessions table that's gone you're in luck, since that only tracks things related to who's currently logged in. And (since I well remember my first attempt to do something with mysql administration that was not scripted by an RPM installer... :-) before you do that, it'd probably be worthwhile to run through the "Creating and Using a Database" tutorial at http://dev.mysql.com/doc/refman/5.1/en/database-use.html -- then you'll have a handle on what Drew means by "dropping the table and recreating it from the definitions". Apologies if you're already beyond this level. Good luck, Ole On Fri, 2007-07-13 at 11:59 -0400, Drew Barnes wrote: > Since it seems it is only the sessions table that is borked, you could > try dropping that table and recreating from the definitions in the RT > package you grab from BP's website. > > > John Schubert wrote: > > Are there any resources you've seen that were written > > well and described MySQL DB recovery? I've been > > digging through the MySQL documentation and > > Yahoo/Googled for "How-To" articles, but most seem to > > assume a certain level of knowledge I don't possess. > > > > I feel dumb. I can compile, run and maintain Apache, > > and admin Solaris, but I can't seem to get my hands > > around managing a simple DB. > > -- /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 dmbeethe at fedex.com Fri Jul 13 14:36:59 2007 From: dmbeethe at fedex.com (Don Beethe) Date: Fri, 13 Jul 2007 13:36:59 -0500 Subject: [rt-users] Creating a ticket via command line with multiple lines in the body. In-Reply-To: <20070713155925.D5C044D834E@diesel.bestpractical.com> Message-ID: Is there a way to create a ticket using the cli and have multiple lines in the body? From chaim.rieger at up-south.com Fri Jul 13 15:39:15 2007 From: chaim.rieger at up-south.com (Chaim Rieger) Date: Fri, 13 Jul 2007 12:39:15 -0700 Subject: [rt-users] ignore cc Message-ID: <4697D4E3.4020807@up-south.com> i know its been asked before, but i cant find it i want to ignore the cc lines for all incoming emails to rt ? anybody has pointers ? From johnschubert at yahoo.com Fri Jul 13 16:24:26 2007 From: johnschubert at yahoo.com (John Schubert) Date: Fri, 13 Jul 2007 13:24:26 -0700 (PDT) Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <1184352913.30771.46.camel@localhost.localdomain> Message-ID: <372157.15612.qm@web54301.mail.re2.yahoo.com> Ole, Thank you so much. I haven't used my skills with computers in quite awhile and I never was really a MySQL guru, so no, your idea isn't below my level. I understood every word Drew said, but had no idea how to do it. I will go through and practice with the tutorial before I mess with the real one. I'd read through the MAN and Docs for MySQL, but somehow missed that tutorial. I really do appreciate the help you've given. Regards, John --- Ole Craig wrote: > Drew's right, if it's only the sessions table > that's gone you're in > luck, since that only tracks things related to who's > currently logged > in. > > And (since I well remember my first attempt to > do something with > mysql administration that was not scripted by an RPM > installer... :-) > before you do that, it'd probably be worthwhile to > run through the > "Creating and Using a Database" tutorial at > http://dev.mysql.com/doc/refman/5.1/en/database-use.html > -- then you'll > have a handle on what Drew means by "dropping the > table and recreating > it from the definitions". Apologies if you're > already beyond this level. > > Good luck, > Ole > > > > On Fri, 2007-07-13 at 11:59 -0400, Drew Barnes > wrote: > > Since it seems it is only the sessions table that > is borked, you could > > try dropping that table and recreating from the > definitions in the RT > > package you grab from BP's website. > > > > > > John Schubert wrote: > > > Are there any resources you've seen that were > written > > > well and described MySQL DB recovery? I've been > > > digging through the MySQL documentation and > > > Yahoo/Googled for "How-To" articles, but most > seem to > > > assume a certain level of knowledge I don't > possess. > > > > > > I feel dumb. I can compile, run and maintain > Apache, > > > and admin Solaris, but I can't seem to get my > hands > > > around managing a simple DB. > > > > -- > /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 > > ____________________________________________________________________________________ Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.com/ From gevans at charter.net Fri Jul 13 16:53:09 2007 From: gevans at charter.net (Greg Evans) Date: Fri, 13 Jul 2007 13:53:09 -0700 Subject: [rt-users] Re: RT w/ Command by email extension. In-Reply-To: References: <16426EA38D57E74CB1DE5A6AE1DB0394733B24@w3hamboex11.ger.win.int.kn> Message-ID: <06005634-991F-46F6-A311-9E0F9318A95E@charter.net> Nevermind, I figured it out. Cheers, Greg On Jul 13, 2007, at 1:41 PM, Greg Evans wrote: > I am a newb to RT and feeling kinda stupid presently :) I have RT > up and running just fine, and I just followed the directions for > installing the Command by Mail extension, but I cannot seem to > quite finish that installation. > > Right now I am working on this part: > > "If you are using RT 3.6.1 or later, you no longer need to apply a > patch. > > CONFIGURE > > Add 'Filter::TakeAction' to the list of mail plugins in the RT > config. (You'll > need to add Auth::MailFrom to the list as well if you want to run > the test > suite. Auth::MailFrom is distributed with RT as > RT::Interface::Email::Auth::MailFrom.) > > Restart web server. > > Note that Filter::TakeAction should be pushed into list *after* > Auth::MailFrom > or any similar plugin that loads a current user object. > > You can do this by adding the following line to your RT::SiteConfig: > > @MailPlugins = qw(Auth::MailFrom Filter::TakeAction);" > > I am nto sure where or HOW to put this in so that it works with RT. > Any help would be appreeciated. > > Regards, > > Greg -------------- next part -------------- An HTML attachment was scrubbed... URL: From mikef at ack.berkeley.edu Fri Jul 13 17:22:54 2007 From: mikef at ack.berkeley.edu (Mike Friedman) Date: Fri, 13 Jul 2007 14:22:54 -0700 (PDT) Subject: [rt-users] Problem installing RTFM 2.2.0RC5 In-Reply-To: <20070712135747.H5649@malcolm.berkeley.edu> References: <20070712135747.H5649@malcolm.berkeley.edu> Message-ID: <20070713090108.I32434@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Thu, 12 Jul 2007 at 14:15 (-0700), Mike Friedman wrote: It turns out that the Makefile generated by Makefile.PL didn't include my ../local/lib in the 'initdb' target definition. So, I edited the Makefile manually (which I know you're not supposed to do, but I can't figure out how to correct Makefile.PL), to insert -I"/users/ist-rt/RT/rt/ist-rt/local/lib" before -I"/users/ist-rt/RT/rt/ist-rt/lib" in the Makefile 'initdb' target. After I did this, 'make initdb' worked correctly. Why didn't the Makefile get generated correctly? Looking at Makefile.PL isn't very revealing by itself. Mike _________________________________________________________________________ Mike Friedman Information Services & Technology mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRpftMq0bf1iNr4mCEQKVvgCg0tG6wDTsfhRFZRbA5ZBPMQiJQI0AoIR1 0XeQZ8eJAfypQ7MveAPDwGNH =8Bik -----END PGP SIGNATURE----- From gevans at charter.net Fri Jul 13 16:41:03 2007 From: gevans at charter.net (Greg Evans) Date: Fri, 13 Jul 2007 13:41:03 -0700 Subject: [rt-users] RT w/ Command by email extension. In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394733B24@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394733B24@w3hamboex11.ger.win.int.kn> Message-ID: I am a newb to RT and feeling kinda stupid presently :) I have RT up and running just fine, and I just followed the directions for installing the Command by Mail extension, but I cannot seem to quite finish that installation. Right now I am working on this part: "If you are using RT 3.6.1 or later, you no longer need to apply a patch. CONFIGURE Add 'Filter::TakeAction' to the list of mail plugins in the RT config. (You'll need to add Auth::MailFrom to the list as well if you want to run the test suite. Auth::MailFrom is distributed with RT as RT::Interface::Email::Auth::MailFrom.) Restart web server. Note that Filter::TakeAction should be pushed into list *after* Auth::MailFrom or any similar plugin that loads a current user object. You can do this by adding the following line to your RT::SiteConfig: @MailPlugins = qw(Auth::MailFrom Filter::TakeAction);" I am nto sure where or HOW to put this in so that it works with RT. Any help would be appreeciated. Regards, Greg -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Jul 13 15:58:52 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 13 Jul 2007 12:58:52 -0700 Subject: [rt-users] Use of uninitialized value in pattern match (m//) [yet again] In-Reply-To: References: Message-ID: Thanks! Applied. On Jul 13, 2007, at 10:40 AM, Vlad wrote: > Hi, > > running RT 3.6.4 and my messages log is filled with > > Jul 13 17:30:56 dc7 RT: Use of uninitialized value in pattern match > (m//) at rt/lib/RT/Transaction_Overlay.pm line 1079. > > since it looks like it's unlikely to be fixed any time soon (I've seen > posts about that from 2006), could someone just confirm that it's safe > to modify that line like that to get rid of these annoying messages: > > @@ -1076,7 +1076,7 @@ > > if ( UNIVERSAL::can( $self->Object, 'QueueObj' ) ) { > > - unless ( $field =~ /^\d+$/o ) { > + unless ( defined $field && $field =~ /^\d+$/o ) { > my $CFs = RT::CustomFields->new( $self->CurrentUser ); > $CFs->Limit( FIELD => 'Name', VALUE => $field); > $CFs->LimitToLookupType($self->CustomFieldLookupType); > > > -- > Vlad > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From benr at tlcdatasecurity.com.au Sat Jul 14 02:00:14 2007 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Sat, 14 Jul 2007 16:00:14 +1000 Subject: [rt-users] Show updated tickets Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A804626D67DF@kookaburra.TLCIT.biz> Greetings. I am attempting to work out how to highlight tickets in searches that were last updated by someone other than the owner. So far I have defined css components called .updatedoddline and .updatedevenline and have also worked out I need to put a test statement around "$m->out('
% for my $condition (@$conditions) { % } % my $i; % for my $sevlevel (@sevlevels) { % $i++; % my $sevlevel_cond = " 'CF.{Severity Level}' = '$sevlevel' AND "; % my $all_q = $sevlevel_cond . " ( Status = 'open' OR Status = 'new' OR Status = 'stalled' ) AND "; % for my $condition (@$conditions) { % $Tickets->FromSQL($all_q.$condition->{cond}), % } % }
<&|/l&>Severity Level<% $condition->{name} %>
<% substr($sevlevel,0, 5)%><% $Tickets->Count %> x
Jeff Stark, Sr Systems Administrator SumTotal Systems, Inc. (Nasdaq; SUMT) OFFICE +1 919 326 7548 MOBILE +1 919 622 0418 EMAIL jstark at sumtotalsystems.com The contents of this communication are considered SumTotal Confidential, and should not be shared with anyone outside of SumTotal, either electronically or verbally, without the express permission of the author(s). -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Outlook.jpg Type: image/jpeg Size: 10671 bytes Desc: Outlook.jpg URL: From grobm at vrshell.com Wed Jul 18 11:06:59 2007 From: grobm at vrshell.com (Mark Grob) Date: Wed, 18 Jul 2007 11:06:59 -0400 Subject: [rt-users] How to compare Owner verse the Email of a Correspond Condition? In-Reply-To: <469E1429.3030706@ucrwcu.rwc.uc.edu> Message-ID: I am new to Scrips in RT. Is it possible to compare the Owner of the the issue to the email address on the email going out / coming in? Is there a good Scrip How to book for RT? I got the Essentials book and it was light on the API and specifically the use of the custom scrip syntax. I only have use of the web interface to script a solution. Suggestions? Thanks in advance, -Mark Grob www.vrshell.com From gleduc at mail.sdsu.edu Wed Jul 18 11:30:20 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 18 Jul 2007 08:30:20 -0700 Subject: [rt-users] How to compare Owner verse the Email of a Correspond Condition? In-Reply-To: References: <469E1429.3030706@ucrwcu.rwc.uc.edu> Message-ID: <6.2.1.2.2.20070718082018.024286a8@mail.sdsu.edu> Hi Mark, At 08:06 AM 7/18/2007, Mark Grob wrote: >I am new to Scrips in RT. > >Is it possible to compare the Owner of the the issue to the email address on >the email going out / coming in? Sure. Within a scrip the comparison would be something like this: my $MailFromOwner = $self->TransactionObj->Type eq 'Correspond' && $self->TransactionObj->CreatorObj->Id == $self->TicketObj->Owner; $MailFromOwner will be true if an incoming e-mail is from the ticket owner and false otherwise. You could use this in a User Defined condition or within a User Defined action within a scrip. >Is there a good Scrip How to book for RT? I got the Essentials book and it >was light on the API and specifically the use of the custom scrip syntax. No, it's mostly spending a lot of time in the wiki, trying out examples from the book, then going back to the wiki and asking questions on this list. >I only have use of the web interface to script a solution. Suggestions? The web interface should be all you need in most cases. Access to the rt.log file will go a long way towards preventing premature aging when you start debugging scrips. Have fun! Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From sunlist at yahoo.com Wed Jul 18 11:30:56 2007 From: sunlist at yahoo.com (mailing list) Date: Wed, 18 Jul 2007 08:30:56 -0700 (PDT) Subject: [rt-users] FastCGI issues? In-Reply-To: Message-ID: <175716.3516.qm@web63813.mail.re1.yahoo.com> What I don't follow is why when "Creating a new ticket" and filling in the field: Requestors, or CC, or Admin CC would generates the error message mentioned. Which points to either Apache or FastCGI configuration. However, if those fields are blank then creating a new ticket is a cinch. Does this even points to FastCGI or Apache, wouldn't other RT portion be broken or are those fields looking up some data on the database that causes to generate errors? or are those fields utilizing FastCGI while others are not, etc. I'm just needing ideas what those fields are referencing or what action those fields call/access that would generate the errors. --- jmoseley at corp.xanadoo.com wrote: > Change your SiteConfig to: > > Set($WebBaseURL , "https://rt.abc.com"); > Set($WebImagesURL , "/NoAuth/images/"); > > Drop all the webport stuff - you don't need it. > > In your rt.conf file, add: > > Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > Or possibly just: Alias NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > > The difference is how RT has relative paths setup in all the Perl code... > I am not sure. > > Lastly, change DocumentRoot in rt.conf to: > > /opt/rt3 > > If that doesn't work, I'd suggest backing out of making RT the root of your > virtual server and just make it a subdirectory and see if you can get it > going that way: > > Set($WebPath , "/rt"); > Set($WebBaseURL , "https://rt.abc.com"); > Set($WebImagesURL , $WebPath . "/NoAuth/images/"); > > In rt.conf > > Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > DocumentRoot /opt/rt3 > > Your RT URL would then be: https://rt.abc.com/rt/ (don't forget the > trailing slash) > > If the latter setup works, you are just going to have to play around with > your Apache virtual directory setup until you get it working correctly. ____________________________________________________________________________________ Need Mail bonding? Go to the Yahoo! Mail Q&A for great tips from Yahoo! Answers users. http://answers.yahoo.com/dir/?link=list&sid=396546091 From benr at tlcdatasecurity.com.au Wed Jul 18 11:39:29 2007 From: benr at tlcdatasecurity.com.au (Ben Robson) Date: Thu, 19 Jul 2007 01:39:29 +1000 Subject: [rt-users] Show updated tickets In-Reply-To: References: <3F63AA5E6554DB4D92D1DBB1D4A804626D67DF@kookaburra.TLCIT.biz> <3F63AA5E6554DB4D92D1DBB1D4A804626D6AED@kookaburra.TLCIT.biz> <3F63AA5E6554DB4D92D1DBB1D4A804626D6C23@kookaburra.TLCIT.biz> <3F63AA5E6554DB4D92D1DBB1D4A804626D6C3F@kookaburra.TLCIT.biz> <074707827D82CA08559BA90A@idefix.mi.fu-berlin.de> <3F63AA5E6554DB4D92D1DBB1D4A804626D6C42@kookaburra.TLCIT.biz> Message-ID: <3F63AA5E6554DB4D92D1DBB1D4A804626D6C43@kookaburra.TLCIT.biz> Just as an aside... in a blinding fit of logic I actually came up with a simple search that could be saved and put on the RT at a Glance page without the need to alter the backend at all. It's not as neat and tidy as using a highlight colour, but I believe it does achieve the same outcome (that being to let the ticket owner know when someone else has updated the ticket). In the Edit Query->Advanced section the query comes out as: LastUpdatedBy != '__CurrentUser__' AND Owner = '__CurrentUser__' AND Status != 'resolved' AND Status != 'rejected' Hence, the query shows all tickets owned by the CurrentUser, that were last updated by someone who is not the CurrentUser. Bingo! Whilst the __Blah__ notation doesn't work in the normal search results display, it does work in the RT at a Glance section. Thanks again. BenR -----Original Message----- From: Dirk Pape [mailto:pape-rt at inf.fu-berlin.de] Sent: Thursday, 19 July 2007 1:33 AM To: Ben Robson Subject: RE: [rt-users] Show updated tickets Hello, --Am 18. Juli 2007 23:19:46 +1000 schrieb Ben Robson : > OK, thanks. Got LUID showing up. Something worth noting is that if the > individual user has saved their own selection of "Display Columns" > settings then their personalisation overrides the customisation via the > callback. So one has to clear such personalisation from the db to make > the update visible. yes thats true. It's still a hack and since we introduced it with the upgrade to 3.6 we did not have this problem. 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 ****** Internet + Voice + Telephony + IT Services + Hardware/Software ****** February 2007 - Systems integration company TLC IT's product / services expansion is complete, with the introduction of Voice and Internet services rounding out their Juniper Elite Security Partnership, Avaya Telephony and traditional IT Infrastructure support services. "With the expansion of our business into Telephony and Security over the past 18 months, it made perfect sense to introduce Voice and Data services" stated Managing Director Alan Champan. "Clients want a single point of contact or more importantly a single point of responsibility when it comes to managing all these services, our client enjoy not only the benefits of dealing with one organisation, but also cost savings by combining all these services, both in management and direct product costs, it is a win / win situation." TLC IT is set to become one of the largest IT & T organisations in Australia, for further information on our services visit www.tlcit.biz or call 03 9922 0000 The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorised to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it, and any associated attachments, from your system. Thank you. From sunlist at yahoo.com Wed Jul 18 11:52:30 2007 From: sunlist at yahoo.com (mailing list) Date: Wed, 18 Jul 2007 08:52:30 -0700 (PDT) Subject: [rt-users] Change from FastCGI to fcgid Message-ID: <608808.39059.qm@web63802.mail.re1.yahoo.com> Now that I installed fcgid, and have configure Apache2 httpd.conf with the following: LoadModule fcgid_module modules/mod_fcgid.so SetHandler fcgid-script Options ExecCGI allow from all I have comment-out the LoadModule for FastCGI in httpd.conf. What else do I need to reference RT to use fcgid instead of FastCGI? I'm seeing the below line in httpd.conf, do I need to change FastCgiServer to fcgid? FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 10 Regards, Mike ____________________________________________________________________________________ Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.com/ From theillien at yahoo.com Wed Jul 18 11:48:40 2007 From: theillien at yahoo.com (Mathew) Date: Wed, 18 Jul 2007 11:48:40 -0400 Subject: [rt-users] System-wide Default Refresh Rate In-Reply-To: <469E1429.3030706@ucrwcu.rwc.uc.edu> References: <4695FD60.2080700@yahoo.com> <46997E6E.8000806@yahoo.com> <469D8DDD.8030907@yahoo.com> <469E1429.3030706@ucrwcu.rwc.uc.edu> Message-ID: <469E3658.6000507@yahoo.com> Ahhh...right. Didn't do that. I'll try it later tonight when I get to work. Keep up with my goings on at http://theillien.blogspot.com Drew Barnes wrote: > Don't forget to add variables to RT_SiteConfig.pm. > Set($HomeRefreshPeriod, "300"); > Set($TicketsRefreshPeriod, "300"); > > > Mathew Snyder wrote: >> Ian Norton wrote: >> >>> Hi Mathew, >>> >>> >>>> Sadly, this won't work for the 3.6 branch autohandler. :( >>>> HomeRefreshPeriod >>>> isn't found anywhere in it. Heck, I can't seem to find it anywhere >>>> using grep. >>>> I know it's there somewhere though. >>>> >>> You did apply the patch, didn't you? By the looks of it, the patch >>> fails against the 3.6.4 source I just untarred to check it against. >>> Here's an updated version: >>> >>> >>> --- html/autohandler 2007-04-24 18:21:42.000000000 +0100 >>> +++ html/autohandler 2007-07-15 15:05:40.000000000 +0100 >>> @@ -196,6 +196,8 @@ >>> if ( defined $new_user_info->{$attribute} ); >>> } >>> $session{'CurrentUser'}->Load($user); >>> + $session{'home_refresh_interval'} = >>> $RT::HomeRefreshPeriod; >>> + $session{'tickets_refresh_interval'} = >>> $RT::TicketsRefreshPeriod; >>> } >>> else { >>> >>> @@ -243,6 +245,8 @@ >>> if ( !$session{'CurrentUser'} && defined $user && defined $pass ) { >>> $session{'CurrentUser'} = RT::CurrentUser->new(); >>> $session{'CurrentUser'}->Load($user); >>> + $session{'home_refresh_interval'} = $RT::HomeRefreshPeriod; >>> + $session{'tickets_refresh_interval'} = $RT::TicketsRefreshPeriod; >>> >>> unless ( $session{'CurrentUser'}->id >>> && $session{'CurrentUser'}->IsPassword($pass) ) >>> >>> >>> The HomeRefreshPeriod variable won't appear in the source until the >>> patch is applied. >>> >>> Regards, Ian. >>> >>> >> I added the lines listed, logged out and then logged in again to make sure the >> session was reset. Still no system-wide change. >> >> Mathew >> Keep up with me and what I'm up to: http://theillien.blogspot.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From jmoseley at corp.xanadoo.com Wed Jul 18 12:08:50 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 18 Jul 2007 11:08:50 -0500 Subject: [rt-users] Change from FastCGI to fcgid In-Reply-To: <608808.39059.qm@web63802.mail.re1.yahoo.com> Message-ID: I sent this example rt.conf yesterday in another topic (change paths if necessary): LoadModule fcgid_module modules/mod_fcgid.so # Use FastCGI to process .fcg .fcgi & .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing AddHandler fcgid-script fcg fcgi fpl # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ Get rid of: FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 10 James Moseley mailing list To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Change from FastCGI to fcgid 07/18/2007 10:52 AM Now that I installed fcgid, and have configure Apache2 httpd.conf with the following: LoadModule fcgid_module modules/mod_fcgid.so SetHandler fcgid-script Options ExecCGI allow from all I have comment-out the LoadModule for FastCGI in httpd.conf. What else do I need to reference RT to use fcgid instead of FastCGI? I'm seeing the below line in httpd.conf, do I need to change FastCgiServer to fcgid? FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 10 Regards, Mike ____________________________________________________________________________________ Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.com/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From torsten.brumm at googlemail.com Wed Jul 18 12:15:27 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Wed, 18 Jul 2007 18:15:27 +0200 Subject: [rt-users] Change from FastCGI to fcgid In-Reply-To: <608808.39059.qm@web63802.mail.re1.yahoo.com> References: <608808.39059.qm@web63802.mail.re1.yahoo.com> Message-ID: Hi, here is my working one: Global Section: LoadModule fcgid_module modules/mod_fcgid.so Virtual Host Part: ######################################################################################################################## # Neue FCGID Config fuer rtdev ######################################################################################################################## ServerAdmin admin at company.com ServerName rtdev.company.com DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 AddHandler fcgid-script .fcgi ############################################################################ # FCGID Configuration. See more details: http://fastcgi.coremail.cn/doc.htm ############################################################################ IdleTimeout 7200 # An idle fastcgi application will be terminated after IdleTimeout seconds. IdleScanInterval 480 # The scan interval for idle fastcgi applications. BusyTimeout 3000 # a fastcgi application will be terminated if handing a single request longer than busy timeout. BusyScanInterval 480 # The scan interval for busy timeout fastcgi applications. ErrorScanInterval 3 # The scan interval for exit pending fastcgi applications. fastcgi applications will be terminated within # this scanning. ZombieScanInterval 3 # The scan interval for zombie process. ProcessLifeTime 86400 # A fastcgi application will be terminated if lifetime expired, even no error is detected. SocketPath /tmp/fcgid/sock.rt3 # WICHTIG, das komplette Verzeichnis bis hin zum Socket muss schreibbar sein f?r apache! # The directory to put the UNIX domain socket. (UNIX only) SpawnScoreUpLimit 10 # The spawn-speed control score up water limit. Score increases while a process is spawned or terminated, and # decreases as time progresses; while the score is higher than SpawnScoreUpLimit, the spawning will be held SpawnScore 1 # The weight of spawning. This weight will be plused to the spawn-control score on every spawn. The higher # this number is, the lower speed of spawning can be. TerminationScore 2 # The weight of termination. This weight will be plused to the score while fastcgi process terminates. The # higher this number is, the lower speed of spawning can be. MaxProcessCount 40 # The max count of total fastcgi process count. DefaultMaxClassProcessCount 32 # The maximum number of fastcgi application instances allowed to run for any one fastcgi application. DefaultMinClassProcessCount 3 # The minimum number of fastcgi application instances for any one fastcgi application. # DefaultInitEnv env_name env_value # The default environment variables before a fastcgi application is spawned. You can set this configuration # more than once. IPCConnectTimeout 100 # The connect timeout to a fastcgi application. IPCCommTimeout 1200 # The communication timeout to a fastcgi application. Please increase this value if your CGI have a slow # initialization or slow respond. # OutputBufferSize n (64k bytes) # CGI output cache buffer size. # MaxRequestsPerProcess n (-1) # Adds a MaxRequestsPerProcess parameter that allows mod_fcgid to exit after handling a certain number of # requests, similar to the existing ProcessLifeTime option. ############################################################################ # END FCGID CONFIG ############################################################################ Options FollowSymLinks ExecCGI AllowOverride None ExpiresActive On ExpiresByType text/css A3600 ExpiresByType image/png A3600 ExpiresByType application/x-javascript A3600 ExpiresByType image/gif A3600 Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images Alias /pics/ /opt/rt3/share/html/NoAuth/images/pics/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Hope this helps a lilttle. Torsten 2007/7/18, mailing list : > > Now that I installed fcgid, and have configure Apache2 httpd.conf with the > following: > LoadModule fcgid_module modules/mod_fcgid.so > > > SetHandler fcgid-script > Options ExecCGI > allow from all > > > I have comment-out the LoadModule for FastCGI in httpd.conf. > What else do I need to reference RT to use fcgid instead of FastCGI? > > I'm seeing the below line in httpd.conf, do I need to change FastCgiServer > to > fcgid? > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes > 10 > > Regards, > > Mike > > > > > > ____________________________________________________________________________________ > Looking for a deal? Find great prices on flights and hotels with Yahoo! > FareChase. > http://farechase.yahoo.com/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From sunlist at yahoo.com Wed Jul 18 12:31:37 2007 From: sunlist at yahoo.com (mailing list) Date: Wed, 18 Jul 2007 09:31:37 -0700 (PDT) Subject: [rt-users] Change from FastCGI to fcgid In-Reply-To: Message-ID: <776890.62981.qm@web63802.mail.re1.yahoo.com> I've untar fcgid in /usr/local/apache2, follow the INSTALL.txt and it seems to be compiling. However, now when attempting to stop/start apache... # /etc/init.d/apache2 stop Stopping Apache2 Server Syntax error on line 242 of /usr/local/apache2_0_58/conf/httpd.conf: Cannot load /usr/local/apache2_0_58/modules/mod_fcgid.so into server: ld.so.1: httpd: fatal: relocation error: file /usr/local/apache2_0_58/modules/mod_fcgid.so: symbol apr_shm_remove: referenced symbol not found This CGI stuff is throwing me a loop. Mike --- jmoseley at corp.xanadoo.com wrote: > I sent this example rt.conf yesterday in another topic (change paths if > necessary): > > LoadModule fcgid_module modules/mod_fcgid.so > > # Use FastCGI to process .fcg .fcgi & .fpl scripts > # Don't do this if mod_fastcgi is present, as it will try to do the same > thing > > AddHandler fcgid-script fcg fcgi fpl > > > # Sane place to put sockets and shared memory file > SocketPath run/mod_fcgid > SharememPath run/fcgid_shm > > # Main instance > Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > Get rid of: > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes > 10 > > > James Moseley ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC From mykea at SES-Ins.COM Wed Jul 18 11:30:43 2007 From: mykea at SES-Ins.COM (Michael Adams) Date: Wed, 18 Jul 2007 08:30:43 -0700 Subject: [rt-users] Net monitoring solution In-Reply-To: References: Message-ID: <02dd01c7c950$9ad9cc40$2db494c0@sesins.com> Viktor, I currently use Nagios for monitoring and Orca for graphing, however I am trying out a new Nagios plugin called NagiosGrapher that is supposed to create graphs based on the data collected by Nagios. Check out www.nagiosexchange.org for all the Nagios plugins you could ever want. SES Logo Solutions to Ensure Success Michael Adams Senior Systems/Network Administrator SES Insurance Brokerage Services, Inc. CA License #0773864 Tel: 800.955.4737 Fax: 714.730.5075 Direct: 714.669.5386 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Viktor Sent: Tuesday, July 17, 2007 8:21 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Net monitoring solution Hello, I am looking for a net monitoring solution, to monitor some hosts load averages, memory consumption, I/O perfomance, mails received etc. Have some experience with rt, but not RTIR/RTFM (what are they? some 'shells' around RT or what?) So far I have installed nagios but alas - it seems it doesn't provide convenient graphs on 'normal' activity, it does provide them on outages and failures... I am a capable Perl/PHP engeneer, familiar with rrdtool. I think nagios + n2rrd + rrdtool + rt(rtir?) is what I am looking for. Other options include some SNMP daemon with cacti or oreon, again coupled with rt. Unfortunately I am not familiar with SNMP, so I don't know what direction to dig at. Could anyone please share his experience on this matter? I think that's quite a common task to monitor hosts activity, to plot these graphs and receive fault notifications. Any help would be appreciated thankfully. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jmoseley at corp.xanadoo.com Wed Jul 18 12:43:00 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 18 Jul 2007 11:43:00 -0500 Subject: [rt-users] Change from FastCGI to fcgid In-Reply-To: <776890.62981.qm@web63802.mail.re1.yahoo.com> Message-ID: Compiling stuff on Solaris and making it work is always difficult at best. James Moseley mailing list To jmoseley at corp.xanadoo.com 07/18/2007 11:31 cc AM rt-users at lists.bestpractical.com, rt-users-bounces at lists.bestpractica l.com Subject Re: [rt-users] Change from FastCGI to fcgid I've untar fcgid in /usr/local/apache2, follow the INSTALL.txt and it seems to be compiling. However, now when attempting to stop/start apache... # /etc/init.d/apache2 stop Stopping Apache2 Server Syntax error on line 242 of /usr/local/apache2_0_58/conf/httpd.conf: Cannot load /usr/local/apache2_0_58/modules/mod_fcgid.so into server: ld.so.1: httpd: fatal: relocation error: file /usr/local/apache2_0_58/modules/mod_fcgid.so: symbol apr_shm_remove: referenced symbol not found This CGI stuff is throwing me a loop. Mike --- jmoseley at corp.xanadoo.com wrote: > I sent this example rt.conf yesterday in another topic (change paths if > necessary): > > LoadModule fcgid_module modules/mod_fcgid.so > > # Use FastCGI to process .fcg .fcgi & .fpl scripts > # Don't do this if mod_fastcgi is present, as it will try to do the same > thing > > AddHandler fcgid-script fcg fcgi fpl > > > # Sane place to put sockets and shared memory file > SocketPath run/mod_fcgid > SharememPath run/fcgid_shm > > # Main instance > Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > Get rid of: > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes > 10 > > > James Moseley ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC From joliver at john-oliver.net Wed Jul 18 13:52:32 2007 From: joliver at john-oliver.net (John Oliver) Date: Wed, 18 Jul 2007 10:52:32 -0700 Subject: [rt-users] Has anyone gotten RT working under FC as installed from yum? In-Reply-To: <469D4E6D.8020004@yahoo.com> References: <20070717231824.GB4545@ns.sdsitehosting.net> <469D4E6D.8020004@yahoo.com> Message-ID: <20070718175232.GC29570@ns.sdsitehosting.net> On Tue, Jul 17, 2007 at 07:19:09PM -0400, Mathew wrote: > John Oliver wrote: > > A while ago, I wasted a huge amount of time trying to get RT working > > from source. I got an endless string of unresolved, and unresolvable, > > dependencies, and I have no wish to revisit that hell. > > > > Since RT is available from the Fedora Core Extras, I have to assume that > > means that it can be made to work with items installed from RPMs via > > yum. The InstallGuides on the wiki just aren't close to being > > complete, and I'm trying to get a working install *and* document the > > process so that the next poor bastard who just wants a working RT > > install doesn't need to get an advanced degree in atomic rocket surgery > > to do it :-) > > > > If anyone has gotten RT working with fedora Core via the RPMs, I could > > really, really use some help. > > > > Have you tried to install the source package yet? It might be easier. Yes, I have, and no, it isn't :-) -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From joliver at john-oliver.net Wed Jul 18 14:02:13 2007 From: joliver at john-oliver.net (John Oliver) Date: Wed, 18 Jul 2007 11:02:13 -0700 Subject: [rt-users] Has anyone gotten RT working under FC as installed from yum? In-Reply-To: <469D8483.1060703@bluegecko.net> References: <20070717231824.GB4545@ns.sdsitehosting.net> <469D8483.1060703@bluegecko.net> Message-ID: <20070718180213.GD29570@ns.sdsitehosting.net> On Tue, Jul 17, 2007 at 08:09:55PM -0700, Robert Long wrote: > We have a couple of RT installs from RPM, 3.6.3 (upgrading tonight to > 3.6.4) under FC6, and a 3.4.5 under CentOS 5. I don't recall doing > anything particular that needed to be done in either case, save for a > modification in the 3.6.x code that I've posted on this list a few > times, but I think that might have more to do with my particular Apache > setup than anything else*. > > What type of difficulty are you experiencing? Could you break what > isn't working down into some categories such as Apache, database, perl, > and configuration? I started by following the InstallGuide at http://wiki.bestpractical.com/view/FedoraCore5InstallGuide I did 'yum install rt3' and that was successful. I then symlinked /var/www/html to the RT3 html folder. When I access that web server, I get: You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support, please contact us at sales at bestpractical.com. I'm trying to find out just *how* I make Apache use FastCGI or something similar. The page http://wiki.bestpractical.com/view/FastCGIConfiguration doesn't help... the section that seems to address httpd 2.X gets me an Apache that fails to start, but doesn't log anything to /var/log/httpd/error_log Same with the one suggestion I've received from the list so far... I was given: LoadModule mod_fcgid.so # Use FastCGI to process .fcg .fcgi & .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing AddHandler fcgid-script fcg fcgi fpl # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /usr/share/rt3/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ But the LoadModule line (yes, after mod_fcgid is installed from yum) causes Apache to fail to start with no logged message. I don't see any way that you could have done 'yum install rt3', accessed the web server, and had a working install ready to go. I'm trying to find out what steps are required to make this go so I can document them in the wiki pages. Thanks! -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From jmoseley at corp.xanadoo.com Wed Jul 18 14:12:50 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 18 Jul 2007 13:12:50 -0500 Subject: [rt-users] Has anyone gotten RT working under FC as installed from yum? In-Reply-To: <20070718180213.GD29570@ns.sdsitehosting.net> Message-ID: One problem is that you did not provide Apache with the name of the module and then the path to the module. You need: LoadModule fcgid_module modules/mod_fcgid.so not just LoadModule fcgid_module... Secondly, look at the paths in your config below: Alias /rt/NoAuth/images/ /usr/share/rt3/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ If yum installed RT3 in /usr/share/rt3, you need to change the path in the 'ScriptAlias' part of the Apache config. Unless you have created a link that points /opt/rt3 -> /usr/share/rt3. James Moseley John Oliver To Sent by: Robert Long rt-users-bounces@ cc lists.bestpractic rt-users at lists.bestpractical.com al.com Subject Re: [rt-users] Has anyone gotten RT working under FC as installed 07/18/2007 01:02 from yum? PM On Tue, Jul 17, 2007 at 08:09:55PM -0700, Robert Long wrote: > We have a couple of RT installs from RPM, 3.6.3 (upgrading tonight to > 3.6.4) under FC6, and a 3.4.5 under CentOS 5. I don't recall doing > anything particular that needed to be done in either case, save for a > modification in the 3.6.x code that I've posted on this list a few > times, but I think that might have more to do with my particular Apache > setup than anything else*. > > What type of difficulty are you experiencing? Could you break what > isn't working down into some categories such as Apache, database, perl, > and configuration? I started by following the InstallGuide at http://wiki.bestpractical.com/view/FedoraCore5InstallGuide I did 'yum install rt3' and that was successful. I then symlinked /var/www/html to the RT3 html folder. When I access that web server, I get: You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, FastCGI or SpeedyCGI handler. If you need commercial support, please contact us at sales at bestpractical.com. I'm trying to find out just *how* I make Apache use FastCGI or something similar. The page http://wiki.bestpractical.com/view/FastCGIConfiguration doesn't help... the section that seems to address httpd 2.X gets me an Apache that fails to start, but doesn't log anything to /var/log/httpd/error_log Same with the one suggestion I've received from the list so far... I was given: LoadModule mod_fcgid.so # Use FastCGI to process .fcg .fcgi & .fpl scripts # Don't do this if mod_fastcgi is present, as it will try to do the same thing AddHandler fcgid-script fcg fcgi fpl # Sane place to put sockets and shared memory file SocketPath run/mod_fcgid SharememPath run/fcgid_shm # Main instance Alias /rt/NoAuth/images/ /usr/share/rt3/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ But the LoadModule line (yes, after mod_fcgid is installed from yum) causes Apache to fail to start with no logged message. I don't see any way that you could have done 'yum install rt3', accessed the web server, and had a working install ready to go. I'm trying to find out what steps are required to make this go so I can document them in the wiki pages. Thanks! -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Wed Jul 18 14:16:49 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 18 Jul 2007 11:16:49 -0700 Subject: [rt-users] Question on reminders Message-ID: <469E5911.4010608@lbl.gov> To all, I am testing RT 3.6.4 and looking at the reminder information on the DataBase. I can find no field in the Ticket record that shows a connection between the reminder record and the ticket record it is connected to in the DataBase. Does anyone have any information on how several reminders for a ticket maintain their connection to the correct ticket? Thanks. Kenn LBNL From jesse at bestpractical.com Wed Jul 18 14:36:23 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 18 Jul 2007 14:36:23 -0400 Subject: [rt-users] Question on reminders In-Reply-To: <469E5911.4010608@lbl.gov> Message-ID: <20070718184044.2B36F4D8048@diesel.bestpractical.com> have a look at the links table. Jesse ------- Original message ------- From: Kenneth Crocker Sent: 18.7.'07, 14:16 > To all, > > > I am testing RT 3.6.4 and looking at the reminder information on the > DataBase. I can find no field in the Ticket record that shows a > connection between the reminder record and the ticket record it is > connected to in the DataBase. Does anyone have any information on how > several reminders for a ticket maintain their connection to the correct > ticket? Thanks. > > > Kenn > LBNL > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From joliver at john-oliver.net Wed Jul 18 14:42:29 2007 From: joliver at john-oliver.net (John Oliver) Date: Wed, 18 Jul 2007 11:42:29 -0700 Subject: [rt-users] Has anyone gotten RT working under FC as installed from yum? In-Reply-To: References: <20070718180213.GD29570@ns.sdsitehosting.net> Message-ID: <20070718184229.GE29570@ns.sdsitehosting.net> On Wed, Jul 18, 2007 at 01:12:50PM -0500, jmoseley at corp.xanadoo.com wrote: > One problem is that you did not provide Apache with the name of the module > and then the path to the module. You need: > > LoadModule fcgid_module modules/mod_fcgid.so > > not just LoadModule fcgid_module... Ahh thanks, that is helping me to proceed. Isn't fcgid supposed to be instead of FastCGI? I'm getting: Can't locate FCGI.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 .) at /usr/lib/perl5/5.8.8/CGI/Fast.pm line 22. BEGIN failed--compilation aborted at /usr/lib/perl5/5.8.8/CGI/Fast.pm line 22. Compilation failed in require at /usr/sbin/mason_handler.fcgi line 55. [Wed Jul 18 11:28:08 2007] [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error. [Wed Jul 18 11:28:08 2007] [error] [client 192.168.2.231] Premature end of script headers: mason_handler.fcgi [Wed Jul 18 11:28:10 2007] [notice] mod_fcgid: process /usr/sbin/mason_handler.fcgi(14882) exit(communication error), terminated by calling exit(), return code: 2 And FCGI.pm seems to be part of FastCGI. Do I still need to install FastCGI? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From KFCrocker at lbl.gov Wed Jul 18 14:53:51 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 18 Jul 2007 11:53:51 -0700 Subject: [rt-users] Question on reminders In-Reply-To: <20070718184044.2B36F4D8048@diesel.bestpractical.com> References: <20070718184044.2B36F4D8048@diesel.bestpractical.com> Message-ID: <469E61BF.1060002@lbl.gov> Jesse, Yep. Got it. They have a "refers to" on the link record, but because they are classified as "reminders" instead of "tickets" on the ticket record, they don't show up as "refers to" in the base ticket display, but show as reminders. Kool. Thanks. Kenn LBNL Jesse Vincent wrote: > have a look at the links table. > Jesse > > ------- Original message ------- > From: Kenneth Crocker > Sent: 18.7.'07, 14:16 > >> To all, >> >> >> I am testing RT 3.6.4 and looking at the reminder information on the >> DataBase. I can find no field in the Ticket record that shows a >> connection between the reminder record and the ticket record it is >> connected to in the DataBase. Does anyone have any information on how >> several reminders for a ticket maintain their connection to the correct >> ticket? Thanks. >> >> >> Kenn >> LBNL >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > From jesse at bestpractical.com Wed Jul 18 15:02:24 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 18 Jul 2007 15:02:24 -0400 Subject: [rt-users] Has anyone gotten RT working under FC as installed from yum? In-Reply-To: <20070718184229.GE29570@ns.sdsitehosting.net> References: <20070718180213.GD29570@ns.sdsitehosting.net> <20070718184229.GE29570@ns.sdsitehosting.net> Message-ID: On Jul 18, 2007, at 2:42 PM, John Oliver wrote: > On Wed, Jul 18, 2007 at 01:12:50PM -0500, jmoseley at corp.xanadoo.com > wrote: >> One problem is that you did not provide Apache with the name of >> the module >> and then the path to the module. You need: >> >> LoadModule fcgid_module modules/mod_fcgid.so >> >> not just LoadModule fcgid_module... > > Ahh thanks, that is helping me to proceed. > > Isn't fcgid supposed to be instead of FastCGI? I'm getting: > > Can't locate FCGI.pm in @INC (@INC contains: /usr/local/lib/rt3/lib > That's a missing perl module that 'make testdeps' should have told you about. perl -MCPAN -e'install FCGI' should fix it right up -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jmoseley at corp.xanadoo.com Wed Jul 18 15:03:51 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 18 Jul 2007 14:03:51 -0500 Subject: [rt-users] Has anyone gotten RT working under FC as installed from yum? In-Reply-To: <20070718184229.GE29570@ns.sdsitehosting.net> Message-ID: As stated by several different folks, FCGID is a completely different alternativie to Apache's mod_fastcgi. You use one or the other. No, fcgi.pm is not part of mod_fastcgi, etc. It's one of many perl modules that are required by RT. From the error, it looks like this particular perl module is not installed, or otherwise can't be found. You *really* need to download the RT source and do a 'make testdeps' to see if you have all the required perl modules installed. James Moseley John Oliver To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] Has anyone gotten RT working under FC as installed 07/18/2007 01:42 from yum? PM On Wed, Jul 18, 2007 at 01:12:50PM -0500, jmoseley at corp.xanadoo.com wrote: > One problem is that you did not provide Apache with the name of the module > and then the path to the module. You need: > > LoadModule fcgid_module modules/mod_fcgid.so > > not just LoadModule fcgid_module... Ahh thanks, that is helping me to proceed. Isn't fcgid supposed to be instead of FastCGI? I'm getting: Can't locate FCGI.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 .) at /usr/lib/perl5/5.8.8/CGI/Fast.pm line 22. BEGIN failed--compilation aborted at /usr/lib/perl5/5.8.8/CGI/Fast.pm line 22. Compilation failed in require at /usr/sbin/mason_handler.fcgi line 55. [Wed Jul 18 11:28:08 2007] [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error. [Wed Jul 18 11:28:08 2007] [error] [client 192.168.2.231] Premature end of script headers: mason_handler.fcgi [Wed Jul 18 11:28:10 2007] [notice] mod_fcgid: process /usr/sbin/mason_handler.fcgi(14882) exit(communication error), terminated by calling exit(), return code: 2 And FCGI.pm seems to be part of FastCGI. Do I still need to install FastCGI? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From jmoseley at corp.xanadoo.com Wed Jul 18 15:18:47 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 18 Jul 2007 14:18:47 -0500 Subject: [rt-users] Use 'Watcher = X' inestead of 'Requestor = X : RT 3.6.4 In-Reply-To: Message-ID: Reposting to see if some light can be shed. I am very curious... Performing queries using 'Requestor = X OR Cc = X OR AdminCc =X' in 3.6.3 yielded very fast results - a few seconds. However, doing the same search in 3.6.4 resulted in a timeout after four minutes. Using 'Watcher = X' is the preferred solution, faster, etc (and what I am using now), yes, but I would expect Requestor or AdminCc queries in 3.6.4 to be just as fast in 3.6.3 not 100x slower. ;-) If anyone has an explanation, I'd appreciate it. James Moseley James Moseley/BTV/PEGAS US To rt-users at lists.bestpractical.com 07/12/2007 04:31 cc PM Subject Re: RT 3.6.4 problems - Fixed (Document link: James Moseley) Here was my problem, which was addressed in the announcement for 3.6.4: Use 'Watcher = X' inestead of 'Requestor = X OR Cc = X OR AdminCc = X' in the SelfService interface. Both queries do quite the same job, but the former is significantly faster. I had added a search to my 'RT at a Glance' that searched for tickets I was either CC'd or AdminCC'd on. I have now modified it to use 'Watcher' instead. My question, though, what changed between 3.6.3 and 3.6.4 to actually slow down searches that use CC or AdminCC? It slowed down so much that my RT home page was timing out... James Moseley James Moseley/BTV/PEGAS US To rt-users at lists.bestpractical.com 07/11/2007 11:02 cc PM Subject RT 3.6.4 problems(Document link: James Moseley) I am running RT 3.6.3 on two systems: An older Linux system using Apache 2 and Apache's mod_fastcgi module and an FC6 system with Apache 2 and mod_fcgid (an alternative to the Apache mod_fastcgi module). Both installations work just fine. Prior to installing 4.6.4, I upgraded the few Perl modules on each system that needed it. My RT upgrade process simply consists of installing RT from scratch then creating softlinks to the new installation - this way I don't write over the working, older installation directory. However, after switching over to 3.6.4 and restarting Apache, I get '500 internal server failure' errors on both machines. On the older system with Apache's fast cgi module, I get: [Wed Jul 11 20:55:58 2007] [error] [client xxx.xxx.xxx.xxx] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (360 sec) [Wed Jul 11 20:55:58 2007] [error] [client xxx.xxx.xxx.xxx] FastCGI: incomplete headers (0 bytes) received from server "/opt/rt3/bin/mason_handler.fcgi" On the FC6 system with the alternative mod_fcgid module, I get: [Wed Jul 11 21:54:26 2007] [warn] mod_fcgid: read data timeout in 40 seconds [Wed Jul 11 21:54:26 2007] [error] [client xxx.xxx.xxx.xxx] Premature end of script headers: mason_handler.fc gi [Wed Jul 11 21:54:35 2007] [notice] mod_fcgid: process /opt/rt3/bin/mas on_handler.fcgi( 20631) exit(communicati on error), get stop signal 15 [Wed Jul 11 21:55:12 2007] [warn] mod_fcgid: read data timeout in 40 seconds [Wed Jul 11 21:55:12 2007] [warn] (110)Connection timed out: mod_fcgid: ap_pass_brigade failed in handle_request function No MySQL database changes have been made. There is no mason cache to clear since I'm basically working with new installations. Anyone else encountering similar problems? Swapping back to 3.6.3 works just fine. James Moseley From sturner at MIT.EDU Wed Jul 18 15:55:55 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 18 Jul 2007 15:55:55 -0400 Subject: [rt-users] RT 3.6.4 Install Error Messages Message-ID: <6.2.3.4.2.20070718155155.03fc66c8@po14.mit.edu> Hello, I'm installing RT 3.6.4 on RHEL 4 and ran into a problem that's got me stumped: "make initialize-database" gets part way through and then gives me this error: Creating predefined searches...[Wed Jul 18 19:26:12 2007] [err]: RT::System=HASH(0x9918c34) was created without a CurrentUser 1 (/var/local/rt364/lib/RT/Base.pm:94) Steve Full log below: /usr/bin/perl //var/local/rt364/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt364. 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...done. Now inserting RT data Creating Superuser ACL...done. Creating groups...3.4.5.6.7.8.9.done. Creating users...10.12.done. Creating queues...1.2.done. Creating ACL...2.3.done. Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done. Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done. Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done. Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.14.done. Creating predefined searches...[Wed Jul 18 19:26:12 2007] [err]: RT::System=HASH(0x9918c34) was created without a CurrentUser 1 (/var/local/rt364/lib/RT/Base.pm:94) [Wed Jul 18 19:26:12 2007] [err]: RT::Attribute=HASH(0x8ee2958) was created without a CurrentUser 1 (/var/local/rt364/lib/RT/Base.pm:94) [Wed Jul 18 19:26:12 2007] [err]: RT::Attribute=HASH(0x8ee2958) was created without a CurrentUser 1 (/var/local/rt364/lib/RT/Base.pm:94) [Wed Jul 18 19:26:12 2007] [err]: RT::Date=HASH(0x992fc30) was created without a CurrentUser 1 (/var/local/rt364/lib/RT/Base.pm:94) [Wed Jul 18 19:26:13 2007] [err]: RT::Attribute=HASH(0x8ee2958) was created without a CurrentUser 1 (/var/local/rt364/lib/RT/Base.pm:94) [Wed Jul 18 19:26:13 2007] [crit]: Can't call method "id" without a package or object reference at /var/local/rt342/local/lib/RT/Record_Local.pm line 298, line 463. (/var/local/rt364/lib/RT.pm:361) Can't call method "id" without a package or object reference at /var/local/rt342/local/lib/RT/Record_Local.pm line 298, line 463. make: *** [initialize-database] Error 255 Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From Michael_Maloney at nyce.net Wed Jul 18 15:55:38 2007 From: Michael_Maloney at nyce.net (Maloney, Michael) Date: Wed, 18 Jul 2007 15:55:38 -0400 Subject: [rt-users] Reporting / Query for SLA's Message-ID: <15AD3CF03F96FE43A0868993790BE60802E0C1FF@scs-mail.nycecorp.net> All- My boss wants to know if we're meeting our response times (SLAs) whenever a ticket is submitted. I'd like to know if anyone has a quick SQL query to accomplish this (or point me to a spot in the wiki). For example: 10 tickets submitted today, and 6 of users were contacted by a tech (via RT) within 1 hour. regards, Mike M. -------------- next part -------------- An HTML attachment was scrubbed... URL: From johnschubert at yahoo.com Wed Jul 18 16:38:10 2007 From: johnschubert at yahoo.com (John Schubert) Date: Wed, 18 Jul 2007 13:38:10 -0700 (PDT) Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <1184352913.30771.46.camel@localhost.localdomain> Message-ID: <587468.58419.qm@web54306.mail.re2.yahoo.com> I went through the MySQL tutorials and created test tables to delete, within test databases and got that down. I also went ahead and practiced importing and populating fields within a table, from a flat file. I've gone through all the the RT documentation, researched the archives, and even went through all of the files in my version's archive ( tar file ). However I can't find the command that creates the table during initial installation. I believe the sessions table is actually something very simple from a post I found in the email archives. So, I'm asking for a little help since I'm again at a standstill. Where is the script that creates the DB to begin with? Maybe I could use something from initial-database to manually create it myself. Can someone do a show tables and then show what the DB is expecting (char, number, etc) for fields within the table 'sessions'? I could just make the command myself to create if I know what is being passed to MySQL. Thanks again. It feels like I'm only a step or two from getting this back up. If I get it back up, I'll create a simple "How-To" on how I recovered from this for the next noob...and how to avoid. Respectfully, John --- Ole Craig wrote: > Drew's right, if it's only the sessions table > that's gone you're in > luck, since that only tracks things related to who's > currently logged > in. > > And (since I well remember my first attempt to > do something with > mysql administration that was not scripted by an RPM > installer... :-) > before you do that, it'd probably be worthwhile to > run through the > "Creating and Using a Database" tutorial at > http://dev.mysql.com/doc/refman/5.1/en/database-use.html > -- then you'll > have a handle on what Drew means by "dropping the > table and recreating > it from the definitions". Apologies if you're > already beyond this level. > > Good luck, > Ole > ____________________________________________________________________________________ Be a better Globetrotter. Get better travel answers from someone who knows. Yahoo! Answers - Check it out. http://answers.yahoo.com/dir/?link=list&sid=396545469 From Deepika.Bhatia at prosum.com Wed Jul 18 16:46:37 2007 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Wed, 18 Jul 2007 13:46:37 -0700 Subject: [rt-users] RT on Oracle Database. Message-ID: All: I am looking for the script which would create all the database objects of RT in Oracle. Can someone please tell me where can I find them. Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at corp.xanadoo.com Wed Jul 18 16:48:32 2007 From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com) Date: Wed, 18 Jul 2007 15:48:32 -0500 Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <587468.58419.qm@web54306.mail.re2.yahoo.com> Message-ID: OK - here you go: mysql> describe sessions; +-------------+-------------+------+-----+-------------------+-------+ | Field | Type | Null | Key | Default | Extra | +-------------+-------------+------+-----+-------------------+-------+ | id | varchar(32) | NO | PRI | NULL | | | a_session | longtext | YES | | NULL | | | LastUpdated | timestamp | YES | | CURRENT_TIMESTAMP | | +-------------+-------------+------+-----+-------------------+-------+ 3 rows in set (0.00 sec) James Moseley John Schubert To Sent by: Ole Craig , rt-users-bounces@ Drew Barnes lists.bestpractic al.com cc RT-Users at lists.bestpractical.com, John Schubert 07/18/2007 03:38 PM Subject Re: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data I went through the MySQL tutorials and created test tables to delete, within test databases and got that down. I also went ahead and practiced importing and populating fields within a table, from a flat file. I've gone through all the the RT documentation, researched the archives, and even went through all of the files in my version's archive ( tar file ). However I can't find the command that creates the table during initial installation. I believe the sessions table is actually something very simple from a post I found in the email archives. So, I'm asking for a little help since I'm again at a standstill. Where is the script that creates the DB to begin with? Maybe I could use something from initial-database to manually create it myself. Can someone do a show tables and then show what the DB is expecting (char, number, etc) for fields within the table 'sessions'? I could just make the command myself to create if I know what is being passed to MySQL. Thanks again. It feels like I'm only a step or two from getting this back up. If I get it back up, I'll create a simple "How-To" on how I recovered from this for the next noob...and how to avoid. Respectfully, John --- Ole Craig wrote: > Drew's right, if it's only the sessions table > that's gone you're in > luck, since that only tracks things related to who's > currently logged > in. > > And (since I well remember my first attempt to > do something with > mysql administration that was not scripted by an RPM > installer... :-) > before you do that, it'd probably be worthwhile to > run through the > "Creating and Using a Database" tutorial at > http://dev.mysql.com/doc/refman/5.1/en/database-use.html > -- then you'll > have a handle on what Drew means by "dropping the > table and recreating > it from the definitions". Apologies if you're > already beyond this level. > > Good luck, > Ole > ____________________________________________________________________________________ Be a better Globetrotter. Get better travel answers from someone who knows. Yahoo! Answers - Check it out. http://answers.yahoo.com/dir/?link=list&sid=396545469 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From johnschubert at yahoo.com Wed Jul 18 18:58:44 2007 From: johnschubert at yahoo.com (John Schubert) Date: Wed, 18 Jul 2007 15:58:44 -0700 (PDT) Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: Message-ID: <797346.78631.qm@web54307.mail.re2.yahoo.com> BINGO!! That's all it took. 2 weeks of down time to do about 5 minutes of work. You might ask, "How did they put up with it?" New manager had gone behind me and started development of a ticketing system within our Sales database. Also, I had tons of other things to get done. Anyway, here's what it took to fix it. 1. Clean out /var partition. I am not a mail guru. I can do /etc/aliases and basic admin but not really good at configuring and this is a machine no one logs into (so no checking mail). Mail had filled up /var. 2. Stopped Apache. I didn't want anyone trying to do things while I was recovering. Using a typical redhat, it was: /usr/local/apache/bin/apachectl stop 3. Dropped table called sessions. [root at localhost john]# mysql -p #entered password at prompt mysql> use rt3 Database changed mysql> DROP TABLE sessions; 4. Create the fixed version, which Google found the command for here: http://www.netrifuge.com/rt/etc/schema.mysql mysql> CREATE TABLE sessions ( -> id char(32) NOT NULL, -> a_session LONGTEXT, -> LastUpdated TIMESTAMP, -> PRIMARY KEY (id) -> ); 5. Started Apache ( /usr/local/apache/bin/apachectl start), opened up IE (felt the earth shudder), typed in the URL and, PRESTO! My description is a little different, but RT seems ok. Here is what my description of 'sessions' looks like with that command. +-------------+-------------+------+-----+-------------------+-------+ | Field | Type | Null | Key | Default | Extra | +-------------+---------------+------+-----+-------------------+-------+ | id | varchar(32) | | PRI | | | | a_session | longtext | YES | | NULL | | | LastUpdated | timestamp(14) | YES | | NULL | | +-------------+---------------+------+-----+-------------------+-------+ 3 rows in set (0.00 sec) So, for now all is well. Now to go back and do the tutorial on DB back up and do it myself, and then figure out how to automate pushing it to another place on an all Microsoft shop (on which I have no permissions anywhere). Thanks again to everyone. Regards, John --- jmoseley at corp.xanadoo.com wrote: > OK - here you go: > > mysql> describe sessions; > +-------------+-------------+------+-----+-------------------+-------+ > | Field | Type | Null | Key | Default > | Extra | > +-------------+-------------+------+-----+-------------------+-------+ > | id | varchar(32) | NO | PRI | NULL > | | > | a_session | longtext | YES | | NULL > | | > | LastUpdated | timestamp | YES | | > CURRENT_TIMESTAMP | | > +-------------+-------------+------+-----+-------------------+-------+ > 3 rows in set (0.00 sec) > > > > James Moseley > > > > > > > John Schubert > > > oo.com> > To > Sent by: Ole Craig > , > rt-users-bounces@ Drew Barnes > > lists.bestpractic > > al.com > cc > > RT-Users at lists.bestpractical.com, > John Schubert > > 07/18/2007 03:38 > > PM > Subject > Re: > [rt-users] Couldnt open File > > 'sessions.MYI' in > > /opt/rt3/var/session_data > > > > > > > > > > > > > > > > > I went through the MySQL tutorials and created test > tables to delete, within test databases and got that > down. I also went ahead and practiced importing and > populating fields within a table, from a flat file. > > I've gone through all the the RT documentation, > researched the archives, and even went through all > of > the files in my version's archive ( tar file ). > However I can't find the command that creates the > table during initial installation. I believe the > sessions table is actually something very simple > from > a post I found in the email archives. > > So, I'm asking for a little help since I'm again at > a > standstill. > > Where is the script that creates the DB to begin > with? > Maybe I could use something from initial-database to > manually create it myself. > > Can someone do a show tables and then show what the > DB > is expecting (char, number, etc) for fields within > the > table 'sessions'? I could just make the command > myself to create if I know what is being passed to > MySQL. > > Thanks again. It feels like I'm only a step or two > from getting this back up. If I get it back up, I'll > create a simple "How-To" on how I recovered from > this > for the next noob...and how to avoid. > > Respectfully, > John > > --- Ole Craig wrote: > > > Drew's right, if it's only the sessions table > > that's gone you're in > > luck, since that only tracks things related to > who's > > currently logged > > in. > > > > And (since I well remember my first attempt to > > do something with > > mysql administration that was not scripted by an > RPM > > installer... :-) > > before you do that, it'd probably be worthwhile to > > run through the > > "Creating and Using a Database" tutorial at > > > http://dev.mysql.com/doc/refman/5.1/en/database-use.html > > -- then you'll > > have a handle on what Drew means by "dropping the > > table and recreating > > it from the definitions". Apologies if you're > > already beyond this level. > > > > Good luck, > > Ole > > > > > > ____________________________________________________________________________________ > > Be a better Globetrotter. Get better travel answers > from someone who knows. > Yahoo! Answers - Check it out. > http://answers.yahoo.com/dir/?link=list&sid=396545469 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from > O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > ____________________________________________________________________________________ Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online. http://smallbusiness.yahoo.com/webhosting From gpetme at gmail.com Wed Jul 18 19:03:00 2007 From: gpetme at gmail.com (Greg Petras) Date: Wed, 18 Jul 2007 16:03:00 -0700 Subject: [rt-users] retrieving list of CustomField values using API in RT 3.6.3 Message-ID: Hi - Does anyone know how to enumerate a list of possible values for a custom field type of 'Select Multiple Values'? Right now I'm doing this: my $queue = new RT::Queue($RT::SystemUser); $queue->Load('my_queue'); my $CustomFields = $queue->TicketCustomFields(); while (my $CustomField = $CustomFields->Next()) { if ($CustomField->Name eq "Project") { my $CustomFieldValues = $queue->CustomFieldValues($CustomField->Id); print "COUNT: " . $CustomFieldValues->Count . "\n"; print "Content: " . $CustomFieldValues->Content . "\n"; } } Unfortunately, this doesn't completely work (specifically, the block of code inside the if statement). $CustomFieldValues->Count and $CustomFieldValues->Content both return nothing. Does anyone have any pointers for me as to where to look for this info? Thanks, Greg From m3freak at thesandhufamily.ca Wed Jul 18 19:04:47 2007 From: m3freak at thesandhufamily.ca (Kanwar Ranbir Sandhu) Date: Wed, 18 Jul 2007 19:04:47 -0400 Subject: [rt-users] Adding Delete Button In-Reply-To: <4636165C.3010909@chemistry.ohio-state.edu> References: <4636165C.3010909@chemistry.ohio-state.edu> Message-ID: <1184799887.25929.52.camel@krs> On Mon, 2007-04-30 at 12:16 -0400, William (Bill) Triest wrote: > Basically a lot of spam gets through our spam filtering and ends up in > rt. We hacked an older version of rt to have a delete button to the > right of the take button under RT at a glance so we could easily delete > spam. I've been trying to find "the right way" to do add it back to our > current version (3.6.3). I use spamassassin + postgrey + procmail + postfix smtp restrictions, which eliminates about 99% of spam for my site. Regards, Ranbir -- Kanwar Ranbir Sandhu Linux 2.6.20-1.2962.fc6 i686 GNU/Linux 19:03:02 up 3 days, 13:02, 3 users, load average: 1.48, 1.10, 0.60 From lesmikesell at gmail.com Wed Jul 18 19:28:46 2007 From: lesmikesell at gmail.com (Les Mikesell) Date: Wed, 18 Jul 2007 18:28:46 -0500 Subject: [rt-users] Has anyone gotten RT working under FC as installed from yum? In-Reply-To: References: Message-ID: <469EA22E.90202@gmail.com> jmoseley at corp.xanadoo.com wrote: > As stated by several different folks, FCGID is a completely different > alternativie to Apache's mod_fastcgi. You use one or the other. > > No, fcgi.pm is not part of mod_fastcgi, etc. It's one of many perl modules > that are required by RT. From the error, it looks like this particular > perl module is not installed, or otherwise can't be found. > > You *really* need to download the RT source and do a 'make testdeps' to see > if you have all the required perl modules installed. But the point of having things in a yum repository is supposed to be that someone has already packaged all the parts you need for the Linux distribution in question and configured them as rpm dependencies. If this has been done, yum should automatically install everything. I haven't looked at the fedora package, though. Maybe it wants to use mod_perl. -- Les Mikesell lesmikesell at gmail.com From jesse at bestpractical.com Wed Jul 18 19:38:44 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 18 Jul 2007 19:38:44 -0400 Subject: [rt-users] I miss the "in-reply-to" header in status change notifications In-Reply-To: <469DCACD.70802@marcant.net> References: <469CD07F.4000104@marcant.net> <47BDF583-AC12-4E99-94F7-53C41DC0A98A@bestpractical.com> <469D1192.5030002@lbl.gov> <469DCACD.70802@marcant.net> Message-ID: > > And this behavior definitivly changed from 3.4.1 to 3.6.{3,4}. > > So now we are actually thinking about a downgrade to get back a > working > threaded view. I haven't had time to reproduce it myself, but it's definitely a regression. And enough of one to push out 3.6.5 once it gets sorted out. 3.4.1 -> 3.6.3 is...quite a jump. It would be really, really useful to know if this broke between 3.4 and 3.6.0 or between 3.6.1 and 3.6.2 or 3.6.3. Knowing when it broke will help me fix it a lot more quickly. Jesse > bye, > Markus > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Wed Jul 18 19:55:02 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 18 Jul 2007 19:55:02 -0400 Subject: [rt-users] I miss the "in-reply-to" header in status change notifications In-Reply-To: <469DCACD.70802@marcant.net> References: <469CD07F.4000104@marcant.net> <47BDF583-AC12-4E99-94F7-53C41DC0A98A@bestpractical.com> <469D1192.5030002@lbl.gov> <469DCACD.70802@marcant.net> Message-ID: <22625A52-7FBF-4533-A636-BB00585D001E@bestpractical.com> > > And this behavior definitivly changed from 3.4.1 to 3.6.{3,4}. > FWIW, yes. we did do a _lot_ of work on references and in-reply-to between 3.4.1 and 3.6. But most of it was to get _more correct_ header info. Looking at a random message coming off of our 3.6.3+devel instance, I see this: In-Reply-To: <58902A3242FE224383CAA8A79D6003540144D0DC at MADARRMAIL1.company.es> References: <0D6B0D3D889E2F47977901A316A532DAE0C12D at MADARRMAIL2.company.es> <58902A3242FE224383CAA8A79D6003540144CF14 at MADARRMAIL1.company.es> <789F8407-CE9B-41D9-A538-BB9F3A3A6666 at bestpractical.com> <58902A3242FE224383CAA8A79D6003540144D0DC at MADARRMAIL1.company.es> Message-Id: Precedence: bulk X-Rt-Loop-Prevention: bestpractical.com And things thread just fine. Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From rlong at bluegecko.net Wed Jul 18 20:48:21 2007 From: rlong at bluegecko.net (Robert Long) Date: Wed, 18 Jul 2007 17:48:21 -0700 Subject: [rt-users] Has anyone gotten RT working under FC as installed from yum? In-Reply-To: <469EA22E.90202@gmail.com> References: <469EA22E.90202@gmail.com> Message-ID: <469EB4D5.9060109@bluegecko.net> Les Mikesell wrote: > jmoseley at corp.xanadoo.com wrote: > >> As stated by several different folks, FCGID is a completely different >> alternativie to Apache's mod_fastcgi. You use one or the other. >> >> No, fcgi.pm is not part of mod_fastcgi, etc. It's one of many perl >> modules >> that are required by RT. From the error, it looks like this particular >> perl module is not installed, or otherwise can't be found. >> >> You *really* need to download the RT source and do a 'make testdeps' >> to see >> if you have all the required perl modules installed. > > But the point of having things in a yum repository is supposed to be > that someone has already packaged all the parts you need for the Linux > distribution in question and configured them as rpm dependencies. If > this has been done, yum should automatically install everything. I > haven't looked at the fedora package, though. Maybe it wants to use > mod_perl. > We use mod_perl over here, and I suspect that's what made the RPM install easy on FC6. Looking at the SPEC file I see: Requires: perl(mod_perl2) I'd say if you're going to use RT out of the yum repository you should probably use it with the mod_perl if you want it all to 'just work'. Though I'm not sure that RT is being maintained in the Extras category, its been a few weeks since 3.6.4 and no update for FC6. I just rolled my own packages.. .r' From theillien at yahoo.com Wed Jul 18 23:59:16 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 18 Jul 2007 23:59:16 -0400 Subject: [rt-users] System-wide Default Refresh Rate In-Reply-To: <469E1429.3030706@ucrwcu.rwc.uc.edu> References: <4695FD60.2080700@yahoo.com> <46997E6E.8000806@yahoo.com> <469D8DDD.8030907@yahoo.com> <469E1429.3030706@ucrwcu.rwc.uc.edu> Message-ID: <469EE194.4000306@yahoo.com> Drew Barnes wrote: > Don't forget to add variables to RT_SiteConfig.pm. > Set($HomeRefreshPeriod, "300"); > Set($TicketsRefreshPeriod, "300"); > > > Mathew Snyder wrote: >> Ian Norton wrote: >> >>> Hi Mathew, >>> >>> >>>> Sadly, this won't work for the 3.6 branch autohandler. :( >>>> HomeRefreshPeriod >>>> isn't found anywhere in it. Heck, I can't seem to find it anywhere >>>> using grep. >>>> I know it's there somewhere though. >>>> >>> You did apply the patch, didn't you? By the looks of it, the patch >>> fails against the 3.6.4 source I just untarred to check it against. >>> Here's an updated version: >>> >>> >>> --- html/autohandler 2007-04-24 18:21:42.000000000 +0100 >>> +++ html/autohandler 2007-07-15 15:05:40.000000000 +0100 >>> @@ -196,6 +196,8 @@ >>> if ( defined $new_user_info->{$attribute} ); >>> } >>> $session{'CurrentUser'}->Load($user); >>> + $session{'home_refresh_interval'} = >>> $RT::HomeRefreshPeriod; >>> + $session{'tickets_refresh_interval'} = >>> $RT::TicketsRefreshPeriod; >>> } >>> else { >>> >>> @@ -243,6 +245,8 @@ >>> if ( !$session{'CurrentUser'} && defined $user && defined $pass ) { >>> $session{'CurrentUser'} = RT::CurrentUser->new(); >>> $session{'CurrentUser'}->Load($user); >>> + $session{'home_refresh_interval'} = $RT::HomeRefreshPeriod; >>> + $session{'tickets_refresh_interval'} = $RT::TicketsRefreshPeriod; >>> >>> unless ( $session{'CurrentUser'}->id >>> && $session{'CurrentUser'}->IsPassword($pass) ) >>> >>> >>> The HomeRefreshPeriod variable won't appear in the source until the >>> patch is applied. >>> >>> Regards, Ian. >>> >>> >> I added the lines listed, logged out and then logged in again to make sure the >> session was reset. Still no system-wide change. >> >> Mathew That didn't work either. So far what I've done is to add the lines in the patch above to my autohandler file. I've adjusted html/Elements/Refresh to point to a default that isn't 0. I've added the above lines to my RT_Siteconfig.pm file. I'm beginning to think this is broken and until a major fix is made, it won't work without cobbled-together code. Keep up with me and what I'm up to: http://theillien.blogspot.com From JoopvandeWege at mococo.nl Thu Jul 19 02:24:00 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 19 Jul 2007 08:24:00 +0200 Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <797346.78631.qm@web54307.mail.re2.yahoo.com> References: <797346.78631.qm@web54307.mail.re2.yahoo.com> Message-ID: <469F0380.8030402@mococo.nl> John Schubert wrote: > So, for now all is well. Now to go back and do the > tutorial on DB back up and do it myself, and then > figure out how to automate pushing it to another place > on an all Microsoft shop (on which I have no > permissions anywhere). Just a thought, can't you put it on your Windows home directory? I would make a cronjob on the linux server which would do the backup, zip it and then have a windows task ftp it from the linux machine to my home directory, which I presume is being backupped. Just my 2 cents. Joop From JoopvandeWege at mococo.nl Thu Jul 19 02:34:03 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 19 Jul 2007 08:34:03 +0200 Subject: [rt-users] I miss the "in-reply-to" header in status change notifications In-Reply-To: <22625A52-7FBF-4533-A636-BB00585D001E@bestpractical.com> References: <469CD07F.4000104@marcant.net> <47BDF583-AC12-4E99-94F7-53C41DC0A98A@bestpractical.com> <469D1192.5030002@lbl.gov> <469DCACD.70802@marcant.net> <22625A52-7FBF-4533-A636-BB00585D001E@bestpractical.com> Message-ID: <469F05DB.1060302@mococo.nl> Jesse Vincent wrote: >> >> And this behavior definitivly changed from 3.4.1 to 3.6.{3,4}. >> > > FWIW, yes. we did do a _lot_ of work on references and in-reply-to > between 3.4.1 and 3.6. But most of it was to get _more correct_ header > info. > > Looking at a random message coming off of our 3.6.3+devel instance, I > see this: > > > In-Reply-To: > <58902A3242FE224383CAA8A79D6003540144D0DC at MADARRMAIL1.company.es> > References: > > <0D6B0D3D889E2F47977901A316A532DAE0C12D at MADARRMAIL2.company.es> > > > <58902A3242FE224383CAA8A79D6003540144CF14 at MADARRMAIL1.company.es> > > <789F8407-CE9B-41D9-A538-BB9F3A3A6666 at bestpractical.com> > > <58902A3242FE224383CAA8A79D6003540144D0DC at MADARRMAIL1.company.es> > Message-Id: > > Precedence: bulk > X-Rt-Loop-Prevention: bestpractical.com > > And things thread just fine. I just had a look at my mail file of Thunderbird and did a search for 'In-Reply-To: References: Message-ID: <469F099E.1060504@mococo.nl> Deepika Bhatia wrote: > All: > > I am looking for the script which would create all the database objects > of RT in Oracle. Can someone please tell me where can I find them. Its part of RT, you'll need to add --with-db-type=Oracle to your configure options. The following, all on one line, is from my config.log: ./configure --with-web-user=www-data --with-web-group=www-data --with-rt-group=rt3 --with-db-type=Oracle --with-db-dba=rt_user --with-db-database=XE The --with-rt-group is only needed if you don't use the default of 'rt', the --with-db-database=XE is the tnsnames alias of your Oracle DB, in my case it is XE because we use Oracle XE with RT, but it could be a database on your company database farm and then you'll need to point your tnsnames.ora to it. Ask your Oracle DBA ;-) The following is part of a document that I'm currently making for installing a RT VirtualMachine using OracleXE The following is needed because 1) makes installing rt easier ;-) 2) makes DBD::Oracle happy when installing, can be removed afterwards * sqlplus /nolog * connect system * create user rt_user identified by rt_pass default tablespace USERS temporary tablespace TEMP account unlock; * grant connect,resource,dba to rt_user; * create user scott identified by tiger default tablespace USERS temporary tablespace TEMP account unlock; * grant connect,resource,dba to scott; * exit sqlplus == RT Installation == * adduser rt ( * su - rt)? ( * cd /home/rt)? * wget http://download.bestpractical.com/pub/rt/release/rt-3.6.4.tar.gz * wget http://download.bestpractical.com/pub/rt/devel/RTIR_M3/RTFM-2.2.0RC6.tar.gz * wget http://atwiki.chaka.net/at-1.2.3.tar.gz * edit .bashrc and add Oracle ENV or source oracle_env.sh (The VM is rather stripped thats why the aptitude installs) * aptitude install make * aptitude install gcc * aptitude install automake * aptitude install libgd2-noxpm-dev * aptitude install man * aptitude install libexpat1-dev * run cpan * answer the questions * tar zxf rt-3.6.4.tar.gz * cd rt-3.6.4 * ./configure --with-web-user=www-data --with-web-group=www-data --with-rt-group=rt --with-db-type=Oracle --with-db-dba=rt_user --with-db-database=XE * make testdeps | grep MISSING ( a lot!) * make fixdeps (Cancel on mod_perl-1.30 with CTRL-C) * make fixdeps (Solved the MISSING) * cpan Apache::DBI (is missed by make fixdeps) * cpan Apache::DB (my extra for debugging RT with Komodo) * make install * make initdb Finished! Joop From divan.santana at gmail.com Thu Jul 19 05:59:15 2007 From: divan.santana at gmail.com (Divan Santana) Date: Thu, 19 Jul 2007 11:59:15 +0200 Subject: [rt-users] Few simple questions Message-ID: <200707191159.15904.divan.santana@gmail.com> Hello Everyone, I'm just starting to use RT and its awesome! Have a few simple questions hopefully someone can quickly answer...? 1) Can you have a request belonging to multiple owners? Often more than one tech handles a call and both spend say an hour each on the call, how does everybody get around this/do it? Is it easily possible? 2) Is there away to pull up a report on amount of "hours worked" on a queue or by an owner? At the moment I don't see it, i think that would be nice because comparing amount of tickets done by owner is one thing but time spend would be another. 3) Last question, is there away or field to specify your working hours. EG MTWTF 08:00 - 17:00 so when you pull reports etc the customer can see you responding within 2 working hours rather than it appearing like 50 hours just because the ticket was logged at 16:00 on Friday afternoon and only resolved on Monday morning. Any ideas on this stuff? Awesome stuff! :) -- Divan Santana Skype: DivanSantana Gtalk/MSN: Divan.Santana at GMail.com Love God, Love People, Love Life! From barnesaw at ucrwcu.rwc.uc.edu Thu Jul 19 08:36:57 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 19 Jul 2007 08:36:57 -0400 Subject: [rt-users] System-wide Default Refresh Rate In-Reply-To: <469EE194.4000306@yahoo.com> References: <4695FD60.2080700@yahoo.com> <46997E6E.8000806@yahoo.com> <469D8DDD.8030907@yahoo.com> <469E1429.3030706@ucrwcu.rwc.uc.edu> <469EE194.4000306@yahoo.com> Message-ID: <469F5AE9.1010907@ucrwcu.rwc.uc.edu> It is working fine for me, so perhaps there is some random conflict with a local mod? Try removing the localized html/Elements/Refresh file. I didn't touch that on my install and everything is working. That was the first mod I made on a clean 3.6.4 install though. Mathew Snyder wrote: > Drew Barnes wrote: > >> Don't forget to add variables to RT_SiteConfig.pm. >> Set($HomeRefreshPeriod, "300"); >> Set($TicketsRefreshPeriod, "300"); >> >> >> Mathew Snyder wrote: >> >>> Ian Norton wrote: >>> >>> >>>> Hi Mathew, >>>> >>>> >>>> >>>>> Sadly, this won't work for the 3.6 branch autohandler. :( >>>>> HomeRefreshPeriod >>>>> isn't found anywhere in it. Heck, I can't seem to find it anywhere >>>>> using grep. >>>>> I know it's there somewhere though. >>>>> >>>>> >>>> You did apply the patch, didn't you? By the looks of it, the patch >>>> fails against the 3.6.4 source I just untarred to check it against. >>>> Here's an updated version: >>>> >>>> >>>> --- html/autohandler 2007-04-24 18:21:42.000000000 +0100 >>>> +++ html/autohandler 2007-07-15 15:05:40.000000000 +0100 >>>> @@ -196,6 +196,8 @@ >>>> if ( defined $new_user_info->{$attribute} ); >>>> } >>>> $session{'CurrentUser'}->Load($user); >>>> + $session{'home_refresh_interval'} = >>>> $RT::HomeRefreshPeriod; >>>> + $session{'tickets_refresh_interval'} = >>>> $RT::TicketsRefreshPeriod; >>>> } >>>> else { >>>> >>>> @@ -243,6 +245,8 @@ >>>> if ( !$session{'CurrentUser'} && defined $user && defined $pass ) { >>>> $session{'CurrentUser'} = RT::CurrentUser->new(); >>>> $session{'CurrentUser'}->Load($user); >>>> + $session{'home_refresh_interval'} = $RT::HomeRefreshPeriod; >>>> + $session{'tickets_refresh_interval'} = $RT::TicketsRefreshPeriod; >>>> >>>> unless ( $session{'CurrentUser'}->id >>>> && $session{'CurrentUser'}->IsPassword($pass) ) >>>> >>>> >>>> The HomeRefreshPeriod variable won't appear in the source until the >>>> patch is applied. >>>> >>>> Regards, Ian. >>>> >>>> >>>> >>> I added the lines listed, logged out and then logged in again to make sure the >>> session was reset. Still no system-wide change. >>> >>> Mathew >>> > > That didn't work either. So far what I've done is to add the lines in the patch > above to my autohandler file. I've adjusted html/Elements/Refresh to point to a > default that isn't 0. I've added the above lines to my RT_Siteconfig.pm file. > > I'm beginning to think this is broken and until a major fix is made, it won't > work without cobbled-together code. > > Keep up with me and what I'm up to: http://theillien.blogspot.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Thu Jul 19 08:39:28 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 19 Jul 2007 08:39:28 -0400 Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <797346.78631.qm@web54307.mail.re2.yahoo.com> References: <797346.78631.qm@web54307.mail.re2.yahoo.com> Message-ID: <469F5B80.90904@ucrwcu.rwc.uc.edu> Regarding #2, I have found that this works WONDERS for keeping people from trying to use the UI while I do a little tinkering. http://wiki.bestpractical.com/view/MaintenanceMode John Schubert wrote: > BINGO!! That's all it took. 2 weeks of down time to > do about 5 minutes of work. You might ask, "How did > they put up with it?" New manager had gone behind me > and started development of a ticketing system within > our Sales database. Also, I had tons of other things > to get done. > > Anyway, here's what it took to fix it. > > 1. Clean out /var partition. I am not a mail guru. > I can do /etc/aliases and basic admin but not really > good at configuring and this is a machine no one logs > into (so no checking mail). Mail had filled up /var. > > 2. Stopped Apache. I didn't want anyone trying to do > things while I was recovering. Using a typical > redhat, it was: /usr/local/apache/bin/apachectl stop > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From sturner at MIT.EDU Thu Jul 19 10:35:52 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 19 Jul 2007 10:35:52 -0400 Subject: [rt-users] RT 3.6.4 Install Error Messages In-Reply-To: <6.2.3.4.2.20070718155155.03fc66c8@po14.mit.edu> References: <6.2.3.4.2.20070718155155.03fc66c8@po14.mit.edu> Message-ID: <6.2.3.4.2.20070719103126.03f72778@po14.mit.edu> At Wednesday 7/18/2007 03:55 PM, Stephen Turner wrote: >Hello, > >I'm installing RT 3.6.4 on RHEL 4 and ran into a problem that's got >me stumped: > >"make initialize-database" gets part way through and then gives me this error: > >Creating predefined searches...[Wed Jul 18 19:26:12 2007] [err]: >RT::System=HASH(0x9918c34) was created without a CurrentUser >1 (/var/local/rt364/lib/RT/Base.pm:94) > >Steve Answering my own question - debugging the database install script showed me that some code from my old 3.4.2 install was being invoked - I had left PERL5LIB set pointing to the old install. Unsetting that variable solved the problem. Steve From chris.poupart at mcgill.ca Thu Jul 19 11:37:54 2007 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Thu, 19 Jul 2007 11:37:54 -0400 Subject: [rt-users] Query Builder Problems In-Reply-To: <469D366A.4060003@mcgill.ca> References: <469CFD33.9070903@mcgill.ca> <469D0744.4050609@ucrwcu.rwc.uc.edu> <469D366A.4060003@mcgill.ca> Message-ID: <469F8552.6050908@mcgill.ca> Unfortunately, this hasn't brought me any closer to resolving the bug. If I take a random auto-generated user, they do not have "OwnTicket" rights on any of the queues. :( So I then went through and removed all of the permissions to the system defined groups (Everyone, Privileged, Unprivileged, Owner, AdminCC, CC, etc) for all of the queues. Now if I look at an unprivileged auto-created user in the Rights Matrix, they have "Create Ticket" rights to all of the queues, and "Watch" rights to all of the queues. That's it. However, I still have the problem that /all/ of the users load when I bring up the Build.html page. :-/ If anyone has any other advice on this one, I would love to hear it. -- Chris Chris Poupart wrote: > Thanks Drew, > > I have RTx:RightsMatrix installed, and I am looking through. So far > there is nothing obvious, unless I am missing something. > > I don't have an over-abundance of queues, so I may just go through > them and double-check the permissions for groups that would apply to > everyone (really only the default global groups). > > -- chris > > Drew Barnes wrote: >> Somewhere, somehow, all of your users have "OwnTicket" rights. >> >> RTx::RightsMatrix can help you track this down. >> >> >> Chris Poupart wrote: >> >>> Hi All, >>> >>> I am in the process of upgrading our installation (and migrating to a >>> new server) from 3.2.2 to 3.6.1. >>> >>> So far, I haven't had any problems, except for some performance issues >>> with the Query Builder. >>> >>> Specifically, the behaviour for populating the drop down list for the >>> "Owner" field in 3.2.2 is simply to list all the currently authorized >>> users. This limits you in that you can't search by people who have >>> been deactivated, etc. >>> >>> In 3.6 (and i think even in 3.4) this behaviour was changed and the >>> drop down is populated with ALL users, including deactivated users. >>> This is a huge performance hit for us as it loads a few thousand >>> names. Instead of the Build.html page loading in under a second, it >>> takes roughly 20 seconds. As well, with that many names in the >>> dropdown, it is almost completely useless to use. >>> >>> I am unfortunately not much of a Perl hacker, and so I am not sure >>> where to make the changes to fix this. Ideally, I would love to >>> replace the drop-down with a text field for free-form entry, but >>> barring that, I would settle with returning the behaviour to the way >>> that it is in 3.2. >>> >>> Any hints would be much appreciated. >>> >>> Thanks! >>> >>> Chris Poupart >>> Network System Administrator >>> Development, Alumni and University Relations >>> McGill University >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From barnesaw at ucrwcu.rwc.uc.edu Thu Jul 19 12:05:51 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 19 Jul 2007 12:05:51 -0400 Subject: [rt-users] Query Builder Problems In-Reply-To: <469F8552.6050908@mcgill.ca> References: <469CFD33.9070903@mcgill.ca> <469D0744.4050609@ucrwcu.rwc.uc.edu> <469D366A.4060003@mcgill.ca> <469F8552.6050908@mcgill.ca> Message-ID: <469F8BDF.5020908@ucrwcu.rwc.uc.edu> My last suggestion would be to try removing "watch" rights to unprivileged. My rights setup (in case this may help you): Privileged: Steal Ticket, TakeTicket Unpriv'ed: CreateTicket, SeeQueue Everyone: CreateTicket (probably redundant), ReplyToTicket Requestor: ReplyToTicket MyGroup: ModifyTicket, OwnTicket, ShowTicket, ShowTicketComments, Watch, WatchAsAdminCC MyGroup is the only group that appears in the Owner box on my 3.6.4 (upgraded from 3.2.2) system. Hope this helps you some. Chris Poupart wrote: > Unfortunately, this hasn't brought me any closer to resolving the bug. > > If I take a random auto-generated user, they do not have "OwnTicket" > rights on any of the queues. :( > > So I then went through and removed all of the permissions to the > system defined groups (Everyone, Privileged, Unprivileged, Owner, > AdminCC, CC, etc) for all of the queues. > > Now if I look at an unprivileged auto-created user in the Rights > Matrix, they have "Create Ticket" rights to all of the queues, and > "Watch" rights to all of the queues. That's it. > > However, I still have the problem that /all/ of the users load when I > bring up the Build.html page. :-/ > > If anyone has any other advice on this one, I would love to hear it. > > -- Chris > > Chris Poupart wrote: >> Thanks Drew, >> >> I have RTx:RightsMatrix installed, and I am looking through. So far >> there is nothing obvious, unless I am missing something. >> >> I don't have an over-abundance of queues, so I may just go through >> them and double-check the permissions for groups that would apply to >> everyone (really only the default global groups). >> >> -- chris -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From chris.poupart at mcgill.ca Thu Jul 19 12:22:47 2007 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Thu, 19 Jul 2007 12:22:47 -0400 Subject: [rt-users] Query Builder Problems In-Reply-To: <469F8BDF.5020908@ucrwcu.rwc.uc.edu> References: <469CFD33.9070903@mcgill.ca> <469D0744.4050609@ucrwcu.rwc.uc.edu> <469D366A.4060003@mcgill.ca> <469F8552.6050908@mcgill.ca> <469F8BDF.5020908@ucrwcu.rwc.uc.edu> Message-ID: <469F8FD7.9060909@mcgill.ca> OK, I just realized that they had "CreateTicket" and "Watch" because of Global group settings. So I removed all of those permissions as well. Now when I look at the Rights Matrix for an unprivileged user, they have absolutely no rights. However, the problem still persists. :( I appreciate your help. Looking through my permissions, it seems that it was time for a cleanup anyway! -- Chris Drew Barnes wrote: > My last suggestion would be to try removing "watch" rights to > unprivileged. > > My rights setup (in case this may help you): > Privileged: Steal Ticket, TakeTicket > Unpriv'ed: CreateTicket, SeeQueue > Everyone: CreateTicket (probably redundant), ReplyToTicket > Requestor: ReplyToTicket > > MyGroup: ModifyTicket, OwnTicket, ShowTicket, ShowTicketComments, Watch, > WatchAsAdminCC > > MyGroup is the only group that appears in the Owner box on my 3.6.4 > (upgraded from 3.2.2) system. > > Hope this helps you some. > > > Chris Poupart wrote: > >> Unfortunately, this hasn't brought me any closer to resolving the bug. >> >> If I take a random auto-generated user, they do not have "OwnTicket" >> rights on any of the queues. :( >> >> So I then went through and removed all of the permissions to the >> system defined groups (Everyone, Privileged, Unprivileged, Owner, >> AdminCC, CC, etc) for all of the queues. >> >> Now if I look at an unprivileged auto-created user in the Rights >> Matrix, they have "Create Ticket" rights to all of the queues, and >> "Watch" rights to all of the queues. That's it. >> >> However, I still have the problem that /all/ of the users load when I >> bring up the Build.html page. :-/ >> >> If anyone has any other advice on this one, I would love to hear it. >> >> -- Chris >> >> Chris Poupart wrote: >> >>> Thanks Drew, >>> >>> I have RTx:RightsMatrix installed, and I am looking through. So far >>> there is nothing obvious, unless I am missing something. >>> >>> I don't have an over-abundance of queues, so I may just go through >>> them and double-check the permissions for groups that would apply to >>> everyone (really only the default global groups). >>> >>> -- chris >>> > > From chris.poupart at mcgill.ca Thu Jul 19 12:46:14 2007 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Thu, 19 Jul 2007 12:46:14 -0400 Subject: [rt-users] Query Builder Problems In-Reply-To: <469F8FD7.9060909@mcgill.ca> References: <469CFD33.9070903@mcgill.ca> <469D0744.4050609@ucrwcu.rwc.uc.edu> <469D366A.4060003@mcgill.ca> <469F8552.6050908@mcgill.ca> <469F8BDF.5020908@ucrwcu.rwc.uc.edu> <469F8FD7.9060909@mcgill.ca> Message-ID: <469F9556.3000601@mcgill.ca> I just thought that I would add to this that this only happens (as far as I can tell) with the owner field in Build.html. Other areas with an owner drop down (such as adjusting the information for a ticket) only display the users who have OwnTicket rights on that queue. Still... since no unprivileged users have OwnTicket rights... this shouldn't be a problem. :-/ -- Chris Chris Poupart wrote: > OK, > > I just realized that they had "CreateTicket" and "Watch" because of > Global group settings. > > So I removed all of those permissions as well. Now when I look at the > Rights Matrix for an unprivileged user, they have absolutely no rights. > > However, the problem still persists. :( > > I appreciate your help. Looking through my permissions, it seems that > it was time for a cleanup anyway! > > -- Chris > > Drew Barnes wrote: >> My last suggestion would be to try removing "watch" rights to >> unprivileged. >> My rights setup (in case this may help you): >> Privileged: Steal Ticket, TakeTicket >> Unpriv'ed: CreateTicket, SeeQueue >> Everyone: CreateTicket (probably redundant), ReplyToTicket >> Requestor: ReplyToTicket >> >> MyGroup: ModifyTicket, OwnTicket, ShowTicket, ShowTicketComments, Watch, >> WatchAsAdminCC >> >> MyGroup is the only group that appears in the Owner box on my 3.6.4 >> (upgraded from 3.2.2) system. >> >> Hope this helps you some. >> >> >> Chris Poupart wrote: >> >>> Unfortunately, this hasn't brought me any closer to resolving the bug. >>> >>> If I take a random auto-generated user, they do not have "OwnTicket" >>> rights on any of the queues. :( >>> >>> So I then went through and removed all of the permissions to the >>> system defined groups (Everyone, Privileged, Unprivileged, Owner, >>> AdminCC, CC, etc) for all of the queues. >>> >>> Now if I look at an unprivileged auto-created user in the Rights >>> Matrix, they have "Create Ticket" rights to all of the queues, and >>> "Watch" rights to all of the queues. That's it. >>> >>> However, I still have the problem that /all/ of the users load when I >>> bring up the Build.html page. :-/ >>> >>> If anyone has any other advice on this one, I would love to hear it. >>> >>> -- Chris >>> >>> Chris Poupart wrote: >>> >>>> Thanks Drew, >>>> >>>> I have RTx:RightsMatrix installed, and I am looking through. So far >>>> there is nothing obvious, unless I am missing something. >>>> >>>> I don't have an over-abundance of queues, so I may just go through >>>> them and double-check the permissions for groups that would apply to >>>> everyone (really only the default global groups). >>>> >>>> -- chris >>>> >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From shill at metro-dentalcare.com Thu Jul 19 12:35:07 2007 From: shill at metro-dentalcare.com (Scott Hill) Date: Thu, 19 Jul 2007 11:35:07 -0500 Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: <797346.78631.qm@web54307.mail.re2.yahoo.com> Message-ID: On 7/18/07 5:58 PM, "John Schubert" wrote: > Now to go back and do the > tutorial on DB back up and do it myself, and then > figure out how to automate pushing it to another place > on an all Microsoft shop (on which I have no > permissions anywhere). I just had to figure this out myself. Here's the script I worked up, with some help from the wiki. Cron kicks it off every night. It's been running correctly for a few days... I'm no shell scripting expert, and there's no error catching whatsoever right now. All the usual warnings apply: no guarantees, no warranties, YMMV. And of course, everyone, feel free to tell me exactly where I made horrid mistakes! ----- CUT HERE ----- #!/bin/bash # # rtbackup.sh # Backup RT database & config files # Scott Hill, 7/16/2007 # Based in part on backupRT.sh by Michael Erana # (http://wiki.bestpractical.com/view/backupRT) # # Script Variables # SCRTMPDIR=/etc/request-tracker3.6/backup dumpfile=rtdb-`date +%Y%m%d`.sql rtdbuser=rtuser rtdbpwd=password rtdbname=rt backupshare=//server/share backupmountpoint=/mnt/server shareuser=username sharepass=password backupdir=/mnt/server/backups backupfn=rtbackup.zip # # Mount backup target volume # smbmount $backupshare $backupmountpoint -o username=$shareuser,password=$sharepass # # Make/Verify target dirs # if [ ! -d $backupdir ]; then mkdir $backdir; fi if [ ! -d $SCRTMPDIR ]; then mkdir $SCRTMPDIR; fi # # Rename any existing files, keeping a week's worth of files # rm $backupdir/$backupfn.6 mv $backupdir/$backupfn.5 $backupdir/$backupfn.6 mv $backupdir/$backupfn.4 $backupdir/$backupfn.5 mv $backupdir/$backupfn.3 $backupdir/$backupfn.4 mv $backupdir/$backupfn.2 $backupdir/$backupfn.3 mv $backupdir/$backupfn.1 $backupdir/$backupfn.2 mv $backupdir/$backupfn $backupdir/$backupfn.1 # # MySQL dump # mysqldump --opt --add-drop-table --single-transaction -u $rtdbuser \ -p$rtdbpwd $rtdbname > $SCRTMPDIR/$dumpfile # # Zip up the dumpfile and the /etc/request-tracker3.6 dir # zip -9 $backupdir/$backupfn $SCRTMPDIR/$dumpfile /etc/request-tracker3.6/* # # Cleanup # rm $SCRTMPDIR/$dumpfile smbumount $backupmountpoint ----- CUT HERE ----- -- Scott Hill Network Administrator Metro Dentalcare (612) 861-9119 From gpetme at gmail.com Thu Jul 19 13:01:06 2007 From: gpetme at gmail.com (Greg Petras) Date: Thu, 19 Jul 2007 10:01:06 -0700 Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: References: <797346.78631.qm@web54307.mail.re2.yahoo.com> Message-ID: Scott - Throw in some error checking - it can't hurt. Also, do a check to see if the MySQL database is online (you never know) before trying to back up the database within. Here's an example: /path/to/mysqladmin --user=$USER --password=$PASS ping | grep "mysqld is alive" >/dev/null 2>&1 if [ $? = 0 ]; then echo "alive" else echo "dead!" exit 1 fi Use the "if [ $? = 0 ]" after all of your commands (ie smbmount, mysqldump, etc) to check for errors. You may also want to do a 'rm -f' instead of just 'rm'. Just my two cents. Hope this helps. Greg On 7/19/07, Scott Hill wrote: > On 7/18/07 5:58 PM, "John Schubert" wrote: > > > Now to go back and do the > > tutorial on DB back up and do it myself, and then > > figure out how to automate pushing it to another place > > on an all Microsoft shop (on which I have no > > permissions anywhere). > > I just had to figure this out myself. Here's the script I worked up, with > some help from the wiki. Cron kicks it off every night. It's been running > correctly for a few days... > > I'm no shell scripting expert, and there's no error catching whatsoever > right now. All the usual warnings apply: no guarantees, no warranties, YMMV. > And of course, everyone, feel free to tell me exactly where I made horrid > mistakes! > > ----- CUT HERE ----- > #!/bin/bash > # > # rtbackup.sh > # Backup RT database & config files > # Scott Hill, 7/16/2007 > # Based in part on backupRT.sh by Michael Erana > # (http://wiki.bestpractical.com/view/backupRT) > > # > # Script Variables > # > SCRTMPDIR=/etc/request-tracker3.6/backup > dumpfile=rtdb-`date +%Y%m%d`.sql > rtdbuser=rtuser > rtdbpwd=password > rtdbname=rt > backupshare=//server/share > backupmountpoint=/mnt/server > shareuser=username > sharepass=password > backupdir=/mnt/server/backups > backupfn=rtbackup.zip > > # > # Mount backup target volume > # > smbmount $backupshare $backupmountpoint -o > username=$shareuser,password=$sharepass > > # > # Make/Verify target dirs > # > if [ ! -d $backupdir ]; then > mkdir $backdir; > fi > > if [ ! -d $SCRTMPDIR ]; then > mkdir $SCRTMPDIR; > fi > > # > # Rename any existing files, keeping a week's worth of files > # > rm $backupdir/$backupfn.6 > mv $backupdir/$backupfn.5 $backupdir/$backupfn.6 > mv $backupdir/$backupfn.4 $backupdir/$backupfn.5 > mv $backupdir/$backupfn.3 $backupdir/$backupfn.4 > mv $backupdir/$backupfn.2 $backupdir/$backupfn.3 > mv $backupdir/$backupfn.1 $backupdir/$backupfn.2 > mv $backupdir/$backupfn $backupdir/$backupfn.1 > > # > # MySQL dump > # > mysqldump --opt --add-drop-table --single-transaction -u $rtdbuser \ > -p$rtdbpwd $rtdbname > $SCRTMPDIR/$dumpfile > > # > # Zip up the dumpfile and the /etc/request-tracker3.6 dir > # > zip -9 $backupdir/$backupfn $SCRTMPDIR/$dumpfile /etc/request-tracker3.6/* > > # > # Cleanup > # > rm $SCRTMPDIR/$dumpfile > smbumount $backupmountpoint > > ----- CUT HERE ----- > > > -- > Scott Hill > Network Administrator > Metro Dentalcare > (612) 861-9119 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ruz at bestpractical.com Thu Jul 19 13:08:46 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 19 Jul 2007 21:08:46 +0400 Subject: [rt-users] RT 3.6.4 Install Error Messages In-Reply-To: <6.2.3.4.2.20070718155155.03fc66c8@po14.mit.edu> References: <6.2.3.4.2.20070718155155.03fc66c8@po14.mit.edu> Message-ID: <589c94400707191008v293a7878l8f5ced038e3a135a@mail.gmail.com> check customizations, I see Record_Local.pm in the log On 7/18/07, Stephen Turner wrote: > Hello, > > I'm installing RT 3.6.4 on RHEL 4 and ran into a problem that's got me stumped: > > "make initialize-database" gets part way through and then gives me this error: > > Creating predefined searches...[Wed Jul 18 19:26:12 2007] [err]: > RT::System=HASH(0x9918c34) was created without a CurrentUser > 1 (/var/local/rt364/lib/RT/Base.pm:94) > > Steve > > > > Full log below: > > /usr/bin/perl //var/local/rt364/sbin/rt-setup-database --action init > --dba root --prompt-for-dba-password > In order to create or update your RT database,this script needs to > connect to your mysql instance on localhost as root. > Please specify that user's database password below. If the user has no database > password, just press return. > > Password: > Now creating a database for RT. > Creating mysql database rt364. > 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...done. > Now inserting RT data > Creating Superuser ACL...done. > Creating groups...3.4.5.6.7.8.9.done. > Creating users...10.12.done. > Creating queues...1.2.done. > Creating ACL...2.3.done. > Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done. > Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done. > Creating templates...1.2.3.4.5.6.7.8.9.10.11.12.done. > Creating scrips...1.2.3.4.5.6.7.8.9.10.11.12.13.14.done. > Creating predefined searches...[Wed Jul 18 19:26:12 2007] [err]: > RT::System=HASH(0x9918c34) was created without a CurrentUser > 1 (/var/local/rt364/lib/RT/Base.pm:94) > [Wed Jul 18 19:26:12 2007] [err]: RT::Attribute=HASH(0x8ee2958) was > created without a CurrentUser > 1 (/var/local/rt364/lib/RT/Base.pm:94) > [Wed Jul 18 19:26:12 2007] [err]: RT::Attribute=HASH(0x8ee2958) was > created without a CurrentUser > 1 (/var/local/rt364/lib/RT/Base.pm:94) > [Wed Jul 18 19:26:12 2007] [err]: RT::Date=HASH(0x992fc30) was > created without a CurrentUser > 1 (/var/local/rt364/lib/RT/Base.pm:94) > [Wed Jul 18 19:26:13 2007] [err]: RT::Attribute=HASH(0x8ee2958) was > created without a CurrentUser > 1 (/var/local/rt364/lib/RT/Base.pm:94) > [Wed Jul 18 19:26:13 2007] [crit]: Can't call method "id" without a > package or object reference at > /var/local/rt342/local/lib/RT/Record_Local.pm line 298, line > 463. (/var/local/rt364/lib/RT.pm:361) > Can't call method "id" without a package or object reference at > /var/local/rt342/local/lib/RT/Record_Local.pm line 298, line 463. > make: *** [initialize-database] Error 255 > > > > 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 > -- Best regards, Ruslan. From rlong at bluegecko.net Thu Jul 19 13:15:12 2007 From: rlong at bluegecko.net (Robert Long) Date: Thu, 19 Jul 2007 10:15:12 -0700 Subject: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data In-Reply-To: References: Message-ID: <469F9C20.1080007@bluegecko.net> Hey all, So there are a number of ways you can handle this - either take a 'cold backup' of the database, ie just copy/tar/zip all the data files off somewhere, mind you to do this you will need to either shutdown the database or ensure no updates take place (lock the tables). Or you can take the mysqldump, though it is slower and will lock the tables its dumping so you won't be able to update them anyhow. If you can spare the time (or are doing it from a slave), I highly suggest doing the former option. Restoring one table out of a tarball is way easier than sorting through a huge dump file (unless you're running innodb all in one file...). if doing a dump, you might not want the username/password on the command line ... I suggest running mysqldump with "--defaults-file=" ( as the first arguement, gets pissy otherwise) and having the contents of look like: [mysqldump] user=rtdumper password=alice_bob You should adjust the permissions on that file to deny world reading.. you can also just pipe the mysqldump to gzip/bzip2, this will make it much faster... eg: mysqldump | bzip2 -9 > mysqldump.bz2. You should also set your umask to at least 007 before hand, as creating a dump / backup of your database world readable kinda defeats the purpose of the database permissions.... Another trick is if you're only going to keep a weeks worth of backups, just use the day of week when creating the file, then you don't have to worry about rotating them (and mentally set $AmbiguousDayInPast to 1...) just some random thought... .r' Scott Hill wrote: > On 7/18/07 5:58 PM, "John Schubert" wrote: > > >> Now to go back and do the >> tutorial on DB back up and do it myself, and then >> figure out how to automate pushing it to another place >> on an all Microsoft shop (on which I have no >> permissions anywhere). >> > > I just had to figure this out myself. Here's the script I worked up, with > some help from the wiki. Cron kicks it off every night. It's been running > correctly for a few days... > > I'm no shell scripting expert, and there's no error catching whatsoever > right now. All the usual warnings apply: no guarantees, no warranties, YMMV. > And of course, everyone, feel free to tell me exactly where I made horrid > mistakes! > > ----- CUT HERE ----- > #!/bin/bash > # > # rtbackup.sh > # Backup RT database & config files > # Scott Hill, 7/16/2007 > # Based in part on backupRT.sh by Michael Erana > # (http://wiki.bestpractical.com/view/backupRT) > > # > # Script Variables > # > SCRTMPDIR=/etc/request-tracker3.6/backup > dumpfile=rtdb-`date +%Y%m%d`.sql > rtdbuser=rtuser > rtdbpwd=password > rtdbname=rt > backupshare=//server/share > backupmountpoint=/mnt/server > shareuser=username > sharepass=password > backupdir=/mnt/server/backups > backupfn=rtbackup.zip > > # > # Mount backup target volume > # > smbmount $backupshare $backupmountpoint -o > username=$shareuser,password=$sharepass > > # > # Make/Verify target dirs > # > if [ ! -d $backupdir ]; then > mkdir $backdir; > fi > > if [ ! -d $SCRTMPDIR ]; then > mkdir $SCRTMPDIR; > fi > > # > # Rename any existing files, keeping a week's worth of files > # > rm $backupdir/$backupfn.6 > mv $backupdir/$backupfn.5 $backupdir/$backupfn.6 > mv $backupdir/$backupfn.4 $backupdir/$backupfn.5 > mv $backupdir/$backupfn.3 $backupdir/$backupfn.4 > mv $backupdir/$backupfn.2 $backupdir/$backupfn.3 > mv $backupdir/$backupfn.1 $backupdir/$backupfn.2 > mv $backupdir/$backupfn $backupdir/$backupfn.1 > > # > # MySQL dump > # > mysqldump --opt --add-drop-table --single-transaction -u $rtdbuser \ > -p$rtdbpwd $rtdbname > $SCRTMPDIR/$dumpfile > > # > # Zip up the dumpfile and the /etc/request-tracker3.6 dir > # > zip -9 $backupdir/$backupfn $SCRTMPDIR/$dumpfile /etc/request-tracker3.6/* > > # > # Cleanup > # > rm $SCRTMPDIR/$dumpfile > smbumount $backupmountpoint > > ----- CUT HERE ----- > > > From sunlist at yahoo.com Thu Jul 19 14:24:08 2007 From: sunlist at yahoo.com (mailing list) Date: Thu, 19 Jul 2007 11:24:08 -0700 (PDT) Subject: [rt-users] Apache, FastCGI, or Configuration? Message-ID: <676396.57021.qm@web63806.mail.re1.yahoo.com> Let's look at this from another angle... Do I need to do something in RT configuration (enable/disable) to allow the field Requestors, CC, and Admin CC to function in "Creating a new ticket" page? ie. RT -> Configuration -> Users, Groups, Queues, Custom Fields, Global, Tools. Does the three fields above need permission or call upon some other field or paramaters that I need to enable/disable or overlook in the RT web configuration? or perhaps I overlooked user/group/queue permission? Basically, I went through the queue configuration and gave all rights to users and groups to see if this will help but so far no luck. (Attachments and Subjects seemed to be functioning as normal). Regards, Mike ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC From jose.junior at mds.gov.br Thu Jul 19 15:07:41 2007 From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=) Date: Thu, 19 Jul 2007 16:07:41 -0300 Subject: [rt-users] Permission Denied? What permission? Message-ID: <469FB67D.2060503@mds.gov.br> So, since yesterday there's ONE user with problems with email. When he replies an RT email he gets a message from the RT system with "Permission Denied" on it. The thing is, he's in the same group as me, with no different permissions on the queues we operate, and I can comment and use emails nmormally. The other info is that using the web interface he can answer and comment on the same tickets that return errors using the email interface. The only thing non standart on our installation is the "Actions" module, but it works with everybody else. There's a snippet from the rt.log, as you can see I get the 'Permission Denied" error too, but no idea of what/who is being denied of what. [Thu Jul 19 17:14:47 2007] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - [CGI #31667] Re: [Rede] Host UP alert for router-blococ! (/usr/share/request-tracker3.6/lib/RT/I18N.pm:225) [Thu Jul 19 17:14:47 2007] [debug]: Found a ticket ID. It's 31667 (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:473) [Thu Jul 19 17:14:48 2007] [warning]: Couldn't write correspond. Fallback to standard mailgate. Error: Permission Denied (/usr/share/perl5/RT/Interface/Email/Filter/TakeAction.pm:316)[Thu Jul 19 17:14:48 2007] [crit]: Permission Denied (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) [Thu Jul 19 17:14:50 2007] [error]: Could not record email: Message not recorded: Permission Denied (/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73) Thanks for any help. []s Jose P. E. Junior From chris.poupart at mcgill.ca Thu Jul 19 16:49:11 2007 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Thu, 19 Jul 2007 16:49:11 -0400 Subject: [rt-users] Query Builder Problems In-Reply-To: <469F9556.3000601@mcgill.ca> References: <469CFD33.9070903@mcgill.ca> <469D0744.4050609@ucrwcu.rwc.uc.edu> <469D366A.4060003@mcgill.ca> <469F8552.6050908@mcgill.ca> <469F8BDF.5020908@ucrwcu.rwc.uc.edu> <469F8FD7.9060909@mcgill.ca> <469F9556.3000601@mcgill.ca> Message-ID: <469FCE47.5050304@mcgill.ca> Bingo. It would seem that the problem was indeed that I have the "Unprivileged" group "OwnTicket" rights in a Queue that I had deactivated (and forgotten about). Deactivated queues don't show up in the Rights Matrix either. I am very happy that is all that it was! Thanks for your help Drew. -- Chris >>>>> Thanks Drew, >>>>> >>>>> I have RTx:RightsMatrix installed, and I am looking through. So far >>>>> there is nothing obvious, unless I am missing something. >>>>> >>>>> I don't have an over-abundance of queues, so I may just go through >>>>> them and double-check the permissions for groups that would apply to >>>>> everyone (really only the default global groups). >>>>> >>>>> -- chris >>>>> >>> >>> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From divan.santana at gmail.com Thu Jul 19 17:40:33 2007 From: divan.santana at gmail.com (Divan Santana) Date: Thu, 19 Jul 2007 23:40:33 +0200 Subject: [rt-users] Few simple questions Message-ID: <200707192340.33976.divan.santana@gmail.com> Hello Everyone, I'm just starting to use RT and its awesome! Have a few simple questions hopefully someone can quickly answer...? 1) Can you have a request belonging to multiple owners? Often more than one tech handles a call and both spend say an hour each on the call, how does everybody get around this/do it? Is it easily possible? 2) Is there away to pull up a report on amount of "hours worked" on a queue or by an owner? At the moment I don't see it, i think that would be nice because comparing amount of tickets done by owner is one thing but time spend would be another. 3) Last question, is there away or field to specify your working hours. EG MTWTF 08:00 - 17:00 so when you pull reports etc the customer can see you responding within 2 working hours rather than it appearing like 50 hours just because the ticket was logged at 16:00 on Friday afternoon and only resolved on Monday morning. Any ideas on this stuff? Awesome stuff! :) -- Divan Santana Skype: DivanSantana Gtalk/MSN: Divan.Santana at GMail.com Love God, Love People, Love Life! From divan.santana at gmail.com Thu Jul 19 17:49:17 2007 From: divan.santana at gmail.com (Divan Santana) Date: Thu, 19 Jul 2007 23:49:17 +0200 Subject: [rt-users] Few simple questions Message-ID: <200707192349.17200.divan.santana@gmail.com> Hello Everyone, I'm just starting to use RT and its awesome! Have a few simple questions hopefully someone can quickly answer...? 1) Can you have a request belonging to multiple owners? Often more than one tech handles a call and both spend say an hour each on the call, how does everybody get around this/do it? Is it easily possible? 2) Is there away to pull up a report on amount of "hours worked" on a queue or by an owner? At the moment I don't see it, i think that would be nice because comparing amount of tickets done by owner is one thing but time spend would be another. 3) Last question, is there away or field to specify your working hours. EG MTWTF 08:00 - 17:00 so when you pull reports etc the customer can see you responding within 2 working hours rather than it appearing like 50 hours just because the ticket was logged at 16:00 on Friday afternoon and only resolved on Monday morning. Any ideas on this stuff? Awesome stuff! :) -- Divan Santana Skype: DivanSantana Gtalk/MSN: Divan.Santana at GMail.com Love God, Love People, Love Life! From garyo at genarts.com Thu Jul 19 18:26:06 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Thu, 19 Jul 2007 18:26:06 -0400 Subject: [rt-users] Reminders? Message-ID: <469FE4FE.8060607@genarts.com> Hi folks, I'm wondering how Reminders are intended to be used. I set a couple, one soon and one far in the future. I didn't get any email or notifications for the soon one when it expired; am I supposed to? And for the future ones, I'd expect RT to only show my "upcoming" reminders, not the long future ones. Is that possible? Also they don't "expire" when they are in the past; is that intentional? I guess I just don't know the "best practical" way to use them :-) so any advice is appreciated. thanks, -- Gary From jesse at bestpractical.com Thu Jul 19 19:06:44 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 19 Jul 2007 19:06:44 -0400 Subject: [rt-users] I miss the "in-reply-to" header in status change notifications In-Reply-To: <469F05DB.1060302@mococo.nl> References: <469CD07F.4000104@marcant.net> <47BDF583-AC12-4E99-94F7-53C41DC0A98A@bestpractical.com> <469D1192.5030002@lbl.gov> <469DCACD.70802@marcant.net> <22625A52-7FBF-4533-A636-BB00585D001E@bestpractical.com> <469F05DB.1060302@mococo.nl> Message-ID: <67754C66-1809-4220-BA3B-C657F6B90112@bestpractical.com> Markus, Is your RT 3.6.4 wired up to a public email address? Would you be up for letting me correspond with you a bit via your RT to try to track this down? Thanks, Jesse On Jul 19, 2007, at 2:34 AM, Joop wrote: > Jesse Vincent wrote: >>> >>> And this behavior definitivly changed from 3.4.1 to 3.6.{3,4}. >>> >> FWIW, yes. we did do a _lot_ of work on references and in-reply-to >> between 3.4.1 and 3.6. But most of it was to get _more correct_ >> header info. >> Looking at a random message coming off of our 3.6.3+devel >> instance, I see this: >> In-Reply-To: >> <58902A3242FE224383CAA8A79D6003540144D0DC at MADARRMAIL1.company.es> >> References: >> >> <0D6B0D3D889E2F47977901A316A532DAE0C12D at MADARRMAIL2.company.es> >> >> >> <58902A3242FE224383CAA8A79D6003540144CF14 at MADARRMAIL1.company.es> >> >> <789F8407-CE9B-41D9-A538-BB9F3A3A6666 at bestpractical.com> >> >> <58902A3242FE224383CAA8A79D6003540144D0DC at MADARRMAIL1.company.es> >> Message-Id: >> >> Precedence: bulk >> X-Rt-Loop-Prevention: bestpractical.com >> And things thread just fine. > I just had a look at my mail file of Thunderbird and did a search > for 'In-Reply-To: email so I'll need to have a look at my old email archive to look > back further. I didn't get any hits for 'In-Reply-To: and had a lot of hits for 'In-Reply-To: 'In-Reply-To: May be this helps in finding when problems started. > > Joop > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From andrew at etc.gen.nz Fri Jul 20 02:27:35 2007 From: andrew at etc.gen.nz (Andrew Ruthven) Date: Fri, 20 Jul 2007 18:27:35 +1200 Subject: [rt-users] Status of the RT AssetTracker. In-Reply-To: <1184266181.28850.20.camel@jason.acf.bnl.gov> References: <1184266181.28850.20.camel@jason.acf.bnl.gov> Message-ID: <1184912855.4733.16.camel@cyclops.etc.gen.nz> Hi guys, Is there a publically accessible demo site for AssetTracker? I'm thinking about using, but before I install it I'd like to try it out. The main feature I'm looking at is tracking components in computers. Cheers! On Thu, 2007-07-12 at 14:49 -0400, Jason A. Smith wrote: > Is the RT AssetTracker project still alive? I noticed that its old home > is still gone, except for a link to the last available source package: > > http://atwiki.chaka.net/at-1.2.3.tar.gz > > There is also a new SourceForge project that was created for it a few > months ago: > > http://sourceforge.net/projects/rtat/ -- Andrew Ruthven Wellington, New Zealand At home: andrew at etc.gen.nz | This space intentionally | left blank. From elacour at easter-eggs.com Fri Jul 20 04:00:19 2007 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 20 Jul 2007 10:00:19 +0200 Subject: [rt-users] Speed difference between superuser and others Message-ID: <20070720080019.GD2876@easter-eggs.com> Hi, I have a big performance problem here: When I connect to my RT system with a superuser account, it's fine. When I connect with a normal privileged user, without groups or any rights, It's really slow (more than 3 minutes for Rt at a glance). The curious thing is that 90% of the time is without database access and without CPU load, just the fastcgi process waiting. When I strace it, the main difference is that the non super user produce a lot of lines like this: time(NULL) = 1184917363 time(NULL) = 1184917363 time(NULL) = 1184917363 time(NULL) = 1184917363 time(NULL) = 1184917363 time(NULL) = 1184917363 time(NULL) = 1184917363 time(NULL) = 1184917363 time(NULL) = 1184917363 write(4, "\2\303\0\0\6\0\0\0\0\0\21i\207\1\1\1\1\6\3^\210\3\2\200"..., 707) = 707 read(4, "\0\227\0\0\6\0\0\0\0\0\20\35\311\321F>\300\0\0\0\366\273"..., 2064) = 151 gettimeofday({1184917363, 602652}, NULL) = 0 write(4, "\0T\0\0\6\0\0\0\0\0\3^\211\2\200p\1\6\0\0\1\1\f\0\1\0\2"..., 84) = 84 read(4, "\0S\0\0\6\0\0\0\0\0\10\1\5\3\30\355,\0\1\6\0\0\0\0\4\1"..., 2064) = 83 gettimeofday({1184917363, 610756}, NULL) = 0 gettimeofday({1184917363, 611800}, NULL) = 0 write(4, "\3\21\0\0\6\0\0\0\0\0\21i\212\1\1\1\1\6\3^\213\3\2\200"..., 785) = 785 read(4, "\0\227\0\0\6\0\0\0\0\0\20\35\2261]\v\300\0\0\0\366\234"..., 2064) = 151 gettimeofday({1184917363, 619729}, NULL) = 0 write(4, "\0T\0\0\6\0\0\0\0\0\3^\214\2\200p\1\6\0\0\1\1\f\0\1\0\2"..., 84) = 84 read(4, "\0S\0\0\6\0\0\0\0\0\10\1\5\3\30\3558\0\1\6\0\0\0\0\4\1"..., 2064) = 83 gettimeofday({1184917365, 57412}, NULL) = 0 gettimeofday({1184917365, 58479}, NULL) = 0 time(NULL) = 1184917365 time(NULL) = 1184917365 time(NULL) = 1184917365 time(NULL) = 1184917365 time(NULL) = 1184917365 time(NULL) = 1184917365 time(NULL) = 1184917365 time(NULL) = 1184917365 time(NULL) = 1184917365 write(4, "\2\303\0\0\6\0\0\0\0\0\21i\215\1\1\1\1\6\3^\216\3\2\200"..., 707) = 707 read(4, "\0\227\0\0\6\0\0\0\0\0\20\35\311\321F>\300\0\0\0\366\273"..., 2064) = 151 gettimeofday({1184917365, 81413}, NULL) = 0 write(4, "\0T\0\0\6\0\0\0\0\0\3^\217\2\200p\1\6\0\0\1\1\f\0\1\0\2"..., 84) = 84 read(4, "\0S\0\0\6\0\0\0\0\0\10\1\5\3\30\3558\0\1\6\0\0\0\0\4\1"..., 2064) = 83 gettimeofday({1184917365, 89500}, NULL) = 0 gettimeofday({1184917365, 90543}, NULL) = 0 write(4, "\3\21\0\0\6\0\0\0\0\0\21i\220\1\1\1\1\6\3^\221\3\2\200"..., 785) = 785 ... Also, but this is not a difference between the two tests, I see a lot of lines like this: connect(13, {sa_family=AF_FILE, path="/dev/log"}, 110) = -1 EPROTOTYPE (Protocol wrong type for socket) close(13) = 0 socket(PF_FILE, SOCK_DGRAM, 0) = 13 ioctl(13, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbff19b98) = -1 EINVAL (Invalid argument) _llseek(13, 0, 0xbff19bd0, SEEK_CUR) = -1 ESPIPE (Illegal seek) ioctl(13, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbff19b98) = -1 EINVAL (Invalid argument) _llseek(13, 0, 0xbff19bd0, SEEK_CUR) = -1 ESPIPE (Illegal seek) fcntl64(13, F_SETFD, FD_CLOEXEC) = 0 and: $ ls -l /dev/log srw-rw-rw- 1 root root 0 Oct 3 2006 /dev/log seems ok. It's running under RedHat ES4 on a vmware server, and connected to an external Oracle database. Thanks for any help :) -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From javoskam at uwaterloo.ca Fri Jul 20 09:53:06 2007 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Fri, 20 Jul 2007 09:53:06 -0400 Subject: [rt-users] Reminders? In-Reply-To: <469FE4FE.8060607@genarts.com> References: <469FE4FE.8060607@genarts.com> Message-ID: <46A0BE42.7000008@uwaterloo.ca> Gary Oberbrunner wrote: > Hi folks, I'm wondering how Reminders are intended to be used. I set a > couple, one soon and one far in the future. I didn't get any email or > notifications for the soon one when it expired; am I supposed to? > > And for the future ones, I'd expect RT to only show my "upcoming" reminders, > not the long future ones. Is that possible? > > Also they don't "expire" when they are in the past; is that intentional? I > guess I just don't know the "best practical" way to use them :-) so any advice > is appreciated. > > thanks, > > How does the following attachement work for you? Tuck it in ..../local/.../html/Elements/, copy the line for HomePageComponents from RT_Config.pm to RT_Site_Config.pm and add TwoWeekReminders to the definition. Restart Apache and Customize "RT at a Glance". Jeff Voskamp -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: TwoWeekReminders URL: From garyo at genarts.com Fri Jul 20 10:05:22 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Fri, 20 Jul 2007 10:05:22 -0400 Subject: [rt-users] Reminders? In-Reply-To: <46A0BE42.7000008@uwaterloo.ca> References: <469FE4FE.8060607@genarts.com> <46A0BE42.7000008@uwaterloo.ca> Message-ID: <46A0C122.3090801@genarts.com> Jeff Voskamp wrote: > How does the following attachement work for you? Works very well! Thanks! -- Gary From asips at nl.clara.net Fri Jul 20 11:23:15 2007 From: asips at nl.clara.net (Alain Sips) Date: Fri, 20 Jul 2007 17:23:15 +0200 Subject: [rt-users] Also Reminders question Message-ID: <46A0D363.5040009@nl.clara.net> Hello, I'm sorry to ask this (probably stupid) question here, but I can't seem to find the correct variables to make this work. By default the "my reminders" show all reminders set for nobody or for yourself. We would like to see the reminders for yourself or for everybody who has modify rights in the queue in which the reminder is set. I see that in MyReminders you've got: my $reminders = RT::Tickets->new($session{'CurrentUser'}); $reminders->FromSQL('(Owner = "Nobody" OR Owner = "'.$session{'CurrentUser'}->Name.'")' . ' AND Type = "reminder" AND (Status = "new" OR Status = "open") AND Due > "1970-01-01"'); $reminders->OrderBy(FIELD => 'Due', ORDER => 'DESC'); Here it should be possible to set a condition that the if the owner of the message is nobody, the current user should have modify rights for the queue to which the ticket belongs. But how can I query for the rights of the user? Thanks, Alain From poohbah431111 at yahoo.com Fri Jul 20 11:25:54 2007 From: poohbah431111 at yahoo.com (Pooh-Bah) Date: Fri, 20 Jul 2007 08:25:54 -0700 (PDT) Subject: [rt-users] RT 3.6.4 on CentOS 4.5: FastCgiIpcDir /tmp: already defined? Message-ID: <460657.32676.qm@web54305.mail.re2.yahoo.com> I am installing RT 3.6.4 on a CentOS release 4.5, Kernel 2.6.9-55.0.2.EL virtual machine. I am using the instructions from the "Red Hat Enterprise Linux 4 Update2 + RT 3.6.3 + FastCGI 2.4.2 Install Guide" at http://wiki.bestpractical.com/view/RHEL4InstallGuide . When I do a /etc/init.d/httpd start I get the error: -cut- Starting httpd: Syntax error on line 1039 of /etc/httpd/conf/httpd.conf: FastCgiIpcDir /tmp: already defined as "/tmp" -cut- I have tried to google and search the RT_users archives but do not seem to find a fix. Can anyone please help me solve this? ____________________________________________________________________________________ Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online. http://smallbusiness.yahoo.com/webhosting From JStark at sumtotalsystems.com Fri Jul 20 11:55:43 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Fri, 20 Jul 2007 08:55:43 -0700 Subject: [rt-users] crontool issues Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03E91448@mtn-exch1.sumtotalsystems.com> Can someone please point me in some direction on how to solve this error when using crontool in crontab.... If I run the same on commandline it works fine....it appears that I am losing some env vars when in crontab....I have added these tot he top of the file to ensure the proper vars set ORACLE_BASE = "/u01/app/oracle" set ORACLE_HOME = "$ORACLE_BASE/product/10.2.0/client_1" set LD_LIBRARY_PATH = "$ORACLE_HOME/lib" set TWO_TASK = "rt" set ORACLE_SID = "rt" set PATH="$PATH:/opt/rt3/local/lib/RT/Action" Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Orac le/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared obje ct file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-mul ti/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuild er/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchB uilder/Handle/Oracle.pm line 6. Compilation failed in require at (eval 207) line 1. BEGIN failed--compilation aborted at (eval 207) line 1. Compilation failed in require at /opt/rt3/lib/RT.pm line 201. -Stark -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Jul 20 11:54:45 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 20 Jul 2007 11:54:45 -0400 Subject: [rt-users] Speed difference between superuser and others In-Reply-To: <20070720080019.GD2876@easter-eggs.com> References: <20070720080019.GD2876@easter-eggs.com> Message-ID: <012EDC37-6941-4188-8435-7EEA2AD02FDE@bestpractical.com> On Jul 20, 2007, at 4:00 AM, Emmanuel Lacour wrote: > > Hi, > > I have a big performance problem here: > > When I connect to my RT system with a superuser account, it's fine. > > When I connect with a normal privileged user, without groups or any > rights, It's really slow (more than 3 minutes for Rt at a glance). > What RT and what SearchBuilder? The loop you show suggest that it's an ancient version of DBIx::SearchBuilder with a big caching problem. Best, Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From david.svejda at netfriends.cz Fri Jul 20 12:24:43 2007 From: david.svejda at netfriends.cz (David Svejda) Date: Fri, 20 Jul 2007 18:24:43 +0200 Subject: [rt-users] Grant ModifyTicket but not allow to send Reply Message-ID: <46A0E1CB.7060702@netfriends.cz> Hi, as far as I understand, acl rule ModifyTicket somehow includes the ReplyToTicket permission. Is there any possibility to grant users or groups to ModifyTicket (so they can move tickets from Queue to Queue or change the Status etc.) but still to prevent them from posting a Reply (ReplyToTicket)? I want to grant ReplyToTicket only to selected users/groups. I was trying but haven't found any suitable ACL rules combination. Is it in principle possible or it will require some core programming? I'm using RT 3.6.4 with RTFM 2.2.0RC5 Thank you for any advice or pointing me to the right direction. David From jmoseley at corp.xanadoo.com Fri Jul 20 11:48:41 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Fri, 20 Jul 2007 10:48:41 -0500 Subject: [rt-users] RT 3.6.4 on CentOS 4.5: FastCgiIpcDir /tmp: already defined? In-Reply-To: <460657.32676.qm@web54305.mail.re2.yahoo.com> Message-ID: That help document tells you to place RT-related Apache configs in: /etc/httpd/conf.d/FastCGI.conf Then later it tells you to edit the /etc/httpd/conf/httpd.conf file to place more RT-related content there. But technically, those lines are commented out... Anyway, the problem as I see it is that there are two operations that are defined twice via the two config files: FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 Make sure the above two lines are included in only one of the configs and then restart. James Moseley Pooh-Bah To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] RT 3.6.4 on CentOS 4.5: FastCgiIpcDir /tmp: already 07/20/2007 10:25 defined? AM I am installing RT 3.6.4 on a CentOS release 4.5, Kernel 2.6.9-55.0.2.EL virtual machine. I am using the instructions from the "Red Hat Enterprise Linux 4 Update2 + RT 3.6.3 + FastCGI 2.4.2 Install Guide" at http://wiki.bestpractical.com/view/RHEL4InstallGuide . When I do a /etc/init.d/httpd start I get the error: -cut- Starting httpd: Syntax error on line 1039 of /etc/httpd/conf/httpd.conf: FastCgiIpcDir /tmp: already defined as "/tmp" -cut- I have tried to google and search the RT_users archives but do not seem to find a fix. Can anyone please help me solve this? ____________________________________________________________________________________ Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online. http://smallbusiness.yahoo.com/webhosting _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From klam at snap.com Fri Jul 20 13:31:01 2007 From: klam at snap.com (Khai Lam) Date: Fri, 20 Jul 2007 10:31:01 -0700 Subject: [rt-users] can't update custom fields and ticket comments at the same time. In-Reply-To: <6C40BFCD-1B44-465D-945A-140F4159D871@snap.com> References: <467BF967.5050402@lbl.gov> <6C40BFCD-1B44-465D-945A-140F4159D871@snap.com> Message-ID: Hi Kenn, I wasn't able to find what I needed from RT Essentials book, but I did ultimately find the solution. So I thought I'd reply for the mailing list's sake. The answer lies in here: http://wiki.bestpractical.com/view/EditCustomFieldsOnUpdate Apparently there was a change in how Display.html worked from 3.6.0 onwards and a "slight error" in the ProcessObjectCustomFieldUpdates function. As I was upgrading from 3.2 to 3.6, I needed to update the following CallBack and html code: rt//local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay rt/share/html/Ticket/Display.html ... see above link for the details of the necessary changes. Applying the patches and restarting apache fixed my problem with being unable to make my customfield changes "stick". Thanks! -Khai On Jun 22, 2007, at 11:17 AM, Khai Lam wrote: > Hi Kenn, > > Sorry, but I should have clarified what I meant by "upgrade > scripts". I meant running the /opt/rt3/sbin/rt-setup-database > script against the directories in etc/upgrade (per the upgrade > instructions that came along with rt3.6.3 source package). > > So there weren't any changes to any of RT's stock scrips. > > But you might have provided a needed clue. Where can I find these > TransactionBatch settings/options/function-calls? > > Thanks! > -Khai > > > On Jun 22, 2007, at 9:31 AM, Kenneth Crocker wrote: > >> Khai, >> >> >> It sounds like the difference between "TransactionBatch" and >> "TransactionCreate". When you upgraded the stock scrips, was there >> any parameter or setting that enabled "TransactionBatch"? We do >> not use that at our location for our custom scrips, but perhaps >> RT stock scrips need it and it wasn't set. Just a thought. >> >> Kenn >> LBNL >> >> Khai Lam wrote: >>> Hi, >>> I've recently upgraded from RT3.2.3 to 3.6.3. I ran all the >>> upgrade scripts too, and all seemed fine. I've granted my group >>> full rights to assign/modify/see custom fields. And I can see >>> the fields and modify them using the "Comments Field" sub-window >>> link just fine. But if I use either the REPLY or COMMENTS link, >>> and make any changes to any of the other fields (in addition to >>> the custom fields), the other fields would update, but not the >>> custom field. If I just limit my changes to just the custom >>> fields, then the changes will stick. >>> Is there something I'm missing? I would like to set values into >>> the custom fields at the same time as updates to the other fields >>> - it just makes sense to. No other problems in the archives >>> seemed to match this one. >>> Thanks! >>> -Khai >>> -------------------------------------------------------------------- >>> ---- >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>> Media. Buy a copy at http://rtbook.bestpractical.com > From Donald.Diotte at simplernetworks.com Fri Jul 20 13:15:58 2007 From: Donald.Diotte at simplernetworks.com (Donald Diotte) Date: Fri, 20 Jul 2007 13:15:58 -0400 Subject: [rt-users] Scrip - automatically add group as cc Message-ID: <23BEE0D8F55D0747A13EFE0A6937FFA10188BDA6@simnet.simplernetworks.com> Hello everyone, Just installed RT to help us tracking our customer support issues. Everything went smooth, the installation instructions were detailed enough to get it up on the 1st shot. Now I am in the configuration phase and I would like to get help on scrips. I am not a perl programmer, but I am sure I can get by if I can get my hands on examples and scrips. I am looking at building a scrip that will automatically add the entire requestor group as cc. Does the book (RT Essentials) give's good insight on how to build scrips? Thank you all. Donald -------------- next part -------------- An HTML attachment was scrubbed... URL: From Donald.Diotte at simplernetworks.com Fri Jul 20 14:17:25 2007 From: Donald.Diotte at simplernetworks.com (Donald Diotte) Date: Fri, 20 Jul 2007 14:17:25 -0400 Subject: [rt-users] Scrip - automatically add group as cc Message-ID: <23BEE0D8F55D0747A13EFE0A6937FFA10188BDDD@simnet.simplernetworks.com> Hello everyone, Just installed RT to help us tracking our customer support issues. Everything went smooth, the installation instructions were detailed enough to get it up on the 1st shot. Now I am in the configuration phase and I would like to get help on scrips. I am not a perl programmer, but I am sure I can get by if I can get my hands on examples and scrips. I am looking at building a scrip that will automatically add the entire requestor group as cc. Does the book (RT Essentials) give's good insight on how to build scrips? Thank you all. Donald -------------- next part -------------- An HTML attachment was scrubbed... URL: From sgolby at freshdirect.com Fri Jul 20 15:04:49 2007 From: sgolby at freshdirect.com (Scott Golby) Date: Fri, 20 Jul 2007 15:04:49 -0400 Subject: [rt-users] Scrip - automatically add group as cc In-Reply-To: <23BEE0D8F55D0747A13EFE0A6937FFA10188BDDD@simnet.simplernetworks.com> Message-ID: <2D3D2157189440469065F42BBF3F9B3B01C072A4@NYC1MS01.lic.corp.freshdirect.com> > Does the book (RT Essentials) give's good insight on how to build scrips? The book is definitely worth getting in general I feel as it has told me info that I haven't picked up elsewhere. The scripts chapter isn't that detailed but gives you a good overview. The Wiki has quite a few examples and will show you the ways to alter the cc: list, something like this would give you some of the building blocks you need. http://wiki.bestpractical.com/view/SetCorresponderAsCC I also like this page of little bits of code http://wiki.bestpractical.com/view/CodeSnippets Searching the Mailing List archive also can turn up good info. http://www.gossamer-threads.com/lists/rt/users/ - Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From stroke_of_death at yahoo.com Fri Jul 20 16:31:14 2007 From: stroke_of_death at yahoo.com (Sean) Date: Fri, 20 Jul 2007 13:31:14 -0700 (PDT) Subject: AW: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ? Message-ID: <160382.91188.qm@web58707.mail.re1.yahoo.com> Hi, I was trying to run the "CreateAssetTypes.pl" script, and it says it can't locate RTLoad.pm in @INC. I did a search through my entire filesystem, grepped in all of /opt/rt3/* and I can't find a "RTLoad.pm" (I noticed in CreateAssetTypes.pl it has a line up top saying "use RTLoad" Am I missing a file? I searched everywhere I could find and found no reference to this library. Thanks. ----- Original Message ---- From: "Ham MI-ID, Torsten Brumm" To: Sean ; rt-users at lists.bestpractical.com Sent: Tuesday, July 10, 2007 1:44:14 AM Subject: AW: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ? Hi Jeff, these files are from the AT Wiki. Have fun. Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Sean Gesendet: Dienstag, 10. Juli 2007 02:44 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ? Hi, I was able once to find someone asking about bulk importing into AssetTracker, but have been unable to re-find the answer. Does anyone know if this is possible? We just did a huge inventory, and I would love to get my team using AssetTracker, and the ability to rapidly get all of the data we put into spreadsheets into RT/AssetTracker would be huge. Thanks, Jeff ____________________________________________________________________________________ Shape Yahoo! in your own image. Join our Network Research Panel today! http://surveylink.yahoo.com/gmrs/yahoo_panel_invite.asp?a=7 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ____________________________________________________________________________________ Sick sense of humor? Visit Yahoo! TV's Comedy with an Edge to see what's on, when. http://tv.yahoo.com/collections/222 From torsten.brumm at Kuehne-Nagel.com Fri Jul 20 17:07:19 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Fri, 20 Jul 2007 23:07:19 +0200 Subject: AW: Re: AW: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ? Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039448561B@w3hamboex11.ger.win.int.kn> Hi sean, I'm not sure where I got the rtload.pm from, but if you like I can sent the one to you on monday?!? Torsten -----Original Message----- From: Sean To: Ham MI-ID, Torsten Brumm; rt-users at lists.bestpractical.com Sent: Fri Jul 20 22:31:14 2007 Subject: Re: AW: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ? Hi, I was trying to run the "CreateAssetTypes.pl" script, and it says it can't locate RTLoad.pm in @INC. I did a search through my entire filesystem, grepped in all of /opt/rt3/* and I can't find a "RTLoad.pm" (I noticed in CreateAssetTypes.pl it has a line up top saying "use RTLoad" Am I missing a file? I searched everywhere I could find and found no reference to this library. Thanks. ----- Original Message ---- From: "Ham MI-ID, Torsten Brumm" To: Sean ; rt-users at lists.bestpractical.com Sent: Tuesday, July 10, 2007 1:44:14 AM Subject: AW: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ? Hi Jeff, these files are from the AT Wiki. Have fun. Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Sean Gesendet: Dienstag, 10. Juli 2007 02:44 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Is it possible to bulk-import into RTx::AssetTracker ? Hi, I was able once to find someone asking about bulk importing into AssetTracker, but have been unable to re-find the answer. Does anyone know if this is possible? We just did a huge inventory, and I would love to get my team using AssetTracker, and the ability to rapidly get all of the data we put into spreadsheets into RT/AssetTracker would be huge. Thanks, Jeff ____________________________________________________________________________________ Shape Yahoo! in your own image. Join our Network Research Panel today! http://surveylink.yahoo.com/gmrs/yahoo_panel_invite.asp?a=7 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ____________________________________________________________________________________ Sick sense of humor? Visit Yahoo! TV's Comedy with an Edge to see what's on, when. http://tv.yahoo.com/collections/222 -------------- next part -------------- An HTML attachment was scrubbed... URL: From chet.burgess at ticketmaster.com Fri Jul 20 17:49:38 2007 From: chet.burgess at ticketmaster.com (Chet Burgess) Date: Fri, 20 Jul 2007 14:49:38 -0700 Subject: [rt-users] Problem with categories in custom fields Message-ID: <46A12DF2.4070700@ticketmaster.com> Greetings, I had a user report a problem with categories in custom fields recently that I have been unable to solve. I have looked through the wiki, the bugs listed in rt, and the mailing lists and I have been unable to find a solution to my problem. We have several custom fields that have been created as a type of "Select one value", with a validation of "Mandatory". The problem is that when a user creates a ticket, or updates an existing ticket, the category that is associated with the name is not saved. As an example if you created a custom filed with 2 values, each with a different name and category, only the name is saved with the ticket. The category field will be left as "-". This is causing a problem as some times we have the same name in different categories (we have the same components within different products and we use the custom fields to indicate which component and product the ticket is for). I have been able to reproduce on both RT 3.6.1 which we run in production and on RT 3.6.4 which we run in test. I have noticed that when creating a new ticket in RT 3.6.4 with a custom field of this type the following error is being logged. Jul 18 15:25:32 hostname RT: Use of uninitialized value in string eq at /usr/local/rt/lib/RT/Record.pm line 1686. (/usr/local/rt/lib/RT/Record.pm:1686) When updating an existing ticket the name value gets updated, but the category does not get set and remains as just "-". The following message appears in the "Results" section at the top of the page after clicking "Save Changes" in both RT 3.6.1 and RT 3.6.4. User asked for an unknown update type for custom field ChetTestSelectSingleValue for RT::Ticket object #6 As mentioned I have seen this problem in both RT 3.6.1 and RT 3.6.4. We are running on RHEL 3 Update 8 with apache 1.3.31, Perl 5.8.4, mod_perl 1.29, and mysql 4.0.18. Has anyone seen this before and/or know if there is something else I need to do to enable this functionality? -- Chet Burgess Senior Unix Systems Administrator Web Systems, Ticketmaster chet.burgess at ticketmaster.com 310-360-3251 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 249 bytes Desc: OpenPGP digital signature URL: From tom at snnap.net Sun Jul 22 07:38:05 2007 From: tom at snnap.net (Tom Storey) Date: Sun, 22 Jul 2007 21:08:05 +0930 Subject: [rt-users] Autoreply scrip doesnt execute Message-ID: <029e01c7cc54$c50189c0$1e9019ac@laptom> This afternoon I installed RT 3.6.4, Ive setup a queue, I can email into it, I can get a response to say a ticket has been created, but I cannot seem to get it to reply with my own custom message. Unless Im missing something so bleedingly obvious, this is what Ive done: 1. Click on Configuration, Queues, select my queue, click Templates, and create a template 2. click on Scrips, then New scrip, and add a scrip using the following parameters: Description: Requestor creates ticket Condition: On Create Action: Autoreply To Requestors Template: the template I created above Stage: TransactionCreate 3. send a new test email to my queue However, I still receive an auto reply message as per the global default template. Ive tried logging out of RT then back in, disabling the global default (afterwhich I dont receive any auto response at all, so clearly it is relying on the global default scrip), and even restarting Apache but still it doesnt send *my* message. Ive got Apache 1.3.33 running on FreeBSD 5.3, its a little bit old I know, but this is my play/dev box :-) Have I missed something, or is it not working as it should? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at netspot.com.au Sun Jul 22 22:39:46 2007 From: tom at netspot.com.au (Tom Lanyon) Date: Mon, 23 Jul 2007 12:09:46 +0930 Subject: [rt-users] Your internal change procedures? Message-ID: <8BD2826A-56AA-4F6F-8B35-69A94C520F6F@netspot.com.au> Hi list, I was just curious what other organisations do regarding the management of all changes and development on their RT instances? For example, if you have a team developing custom integrations/add- ons to RT, do they have a separate development instance? who handles the migration of the completed add-on into the production/live RT instance? Is every change documented somewhere? Similarly for managing via the web interface; eg. do you have multiple people creating Scrips? Is this done all on the live site at the risk of interrupting currently functioning Scrips? If not, do you do this sort of work on a development instance and then have a person in charge of doing quality assurance and then migrating these changes live? Any thoughts would be interesting. :) -- Tom Lanyon From garyo at genarts.com Mon Jul 23 09:59:52 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Mon, 23 Jul 2007 09:59:52 -0400 Subject: [rt-users] Use attachment as original message? Message-ID: <46A4B458.9070408@genarts.com> Hi -- we've just cut over to using RT as our helpdesk system, and so far so good. Perhaps someone on this list could help with workflow enhancement that would be nice. Sometimes users email our support staff directly, rather than using 'support at mydomain.com'. The support person then typically forwards that email to support at mydomain.com to get it into trac (especially if they're traveling or it's a weekend and they don't have easy access to the web interface). What would be cool would be if, when trac gets an email from an authenticated user and it contains an attachment (maybe with some special text in the body), it would parse the attachment as the ticket rather than the containing email. That would set the requestor correctly automatically, so we don't have to go into the ticket and fix it manually, and it would also make the ticket "cleaner" with less junk around the original submission. Is there perhaps already an add-on to do this? Or maybe I can modify the email to trac parser? I'm not bad with perl, so if there are examples of detecting and getting attachments and how the regular parser works, that would probably get me going. Thanks! -- Gary From nick at ccl4.org Mon Jul 23 10:13:36 2007 From: nick at ccl4.org (Nicholas Clark) Date: Mon, 23 Jul 2007 15:13:36 +0100 Subject: [rt-users] monitoring RT Message-ID: <20070723141336.GX19683@plum.flirble.org> We're going to make the RT self-service interface visible to our external clients. We'd like to monitor it, so that we know if it's down? What's the best way to monitor RT? Are there any built in pages that would let us quickly tell that (say) 1: users can log in 2: the RT web application has a live connection to a working database without burning lots of CPU? Have I missed anything key to check? Nicholas Clark From barnesaw at ucrwcu.rwc.uc.edu Mon Jul 23 10:15:35 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 23 Jul 2007 10:15:35 -0400 Subject: [rt-users] monitoring RT In-Reply-To: <20070723141336.GX19683@plum.flirble.org> References: <20070723141336.GX19683@plum.flirble.org> Message-ID: <46A4B807.3050302@ucrwcu.rwc.uc.edu> Nagios (or something similar) monitoring each of the services seems the easiest way to me. And if RT goes down, just have Nagios send an alert into RT and....oh, wait... Nicholas Clark wrote: > We're going to make the RT self-service interface visible to our external > clients. We'd like to monitor it, so that we know if it's down? > > What's the best way to monitor RT? Are there any built in pages that would > let us quickly tell that (say) > > 1: users can log in > 2: the RT web application has a live connection to a working database > > without burning lots of CPU? > > Have I missed anything key to check? > > Nicholas Clark > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From nick at ccl4.org Mon Jul 23 10:17:43 2007 From: nick at ccl4.org (Nicholas Clark) Date: Mon, 23 Jul 2007 15:17:43 +0100 Subject: [rt-users] monitoring RT In-Reply-To: <46A4B807.3050302@ucrwcu.rwc.uc.edu> References: <20070723141336.GX19683@plum.flirble.org> <46A4B807.3050302@ucrwcu.rwc.uc.edu> Message-ID: <20070723141743.GY19683@plum.flirble.org> > Nicholas Clark wrote: > > We're going to make the RT self-service interface visible to our external > > clients. We'd like to monitor it, so that we know if it's down? > > > > What's the best way to monitor RT? Are there any built in pages that would > > let us quickly tell that (say) > > > > 1: users can log in > > 2: the RT web application has a live connection to a working database > > > > without burning lots of CPU? > > > > Have I missed anything key to check? On Mon, Jul 23, 2007 at 10:15:35AM -0400, Drew Barnes wrote: > Nagios (or something similar) monitoring each of the services seems the > easiest way to me. And if RT goes down, just have Nagios send an alert > into RT and....oh, wait... Yes, but this doesn't catch the case where the web server is working, the database is working, but the mod_perl has got itself into a state where the database handle is invalid and spewing errors, but DBI still thinks that it's connected. I was already assuming that the low level services could be monitored easily. Nicholas Clark From kerrboy at gmail.com Mon Jul 23 10:22:32 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Mon, 23 Jul 2007 10:22:32 -0400 Subject: [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade Message-ID: Hi, This ticket system has been upgraded from 2.0.12 -> 3.4.5 -> 3.6.4. Mysql 4.1.22, Centos 4.4, apache 2.0.52, mod_fastcgi. When doing a search by requestor/owner email address now, we are getting a nasty query produced. Here are the details of the query. Let me know if you need any more information. Thanks, Brian # Query_time: 621 Lock_time: 0 Rows_sent: 1 Rows_examined: 420186151 SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ | 1 | SIMPLE | Users_3 | index | NULL | Users4 | 121 | NULL | 1609 | Using index | | 1 | SIMPLE | Groups_1 | ref | Groups1,Groups2 | Groups2 | 65 | const | 10626 | Using where; Using index | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | rt3.Groups_1.Instance | 1 | Using where | | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,GrouMem | DisGrouMem | 10 | rt3.Groups_1.id,rt3.Users_3.id | 1 | Using where; Using index | +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ 4 rows in set (0.00 sec) From barnesaw at ucrwcu.rwc.uc.edu Mon Jul 23 10:24:58 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 23 Jul 2007 10:24:58 -0400 Subject: [rt-users] monitoring RT In-Reply-To: <20070723141743.GY19683@plum.flirble.org> References: <20070723141336.GX19683@plum.flirble.org> <46A4B807.3050302@ucrwcu.rwc.uc.edu> <20070723141743.GY19683@plum.flirble.org> Message-ID: <46A4BA3A.9040802@ucrwcu.rwc.uc.edu> I suppose I've gotten lucky and never had this happen. One option to check for that is hire a journalism major to hit F5 a lot and make sure the site is working. ;-) Nicholas Clark wrote: >> Nicholas Clark wrote: >> >>> We're going to make the RT self-service interface visible to our external >>> clients. We'd like to monitor it, so that we know if it's down? >>> >>> What's the best way to monitor RT? Are there any built in pages that would >>> let us quickly tell that (say) >>> >>> 1: users can log in >>> 2: the RT web application has a live connection to a working database >>> >>> without burning lots of CPU? >>> >>> Have I missed anything key to check? >>> > > On Mon, Jul 23, 2007 at 10:15:35AM -0400, Drew Barnes wrote: > >> Nagios (or something similar) monitoring each of the services seems the >> easiest way to me. And if RT goes down, just have Nagios send an alert >> into RT and....oh, wait... >> > > Yes, but this doesn't catch the case where the web server is working, the > database is working, but the mod_perl has got itself into a state where the > database handle is invalid and spewing errors, but DBI still thinks that it's > connected. I was already assuming that the low level services could be > monitored easily. > > Nicholas Clark > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati From david.svejda at netfriends.cz Mon Jul 23 10:26:48 2007 From: david.svejda at netfriends.cz (David Svejda) Date: Mon, 23 Jul 2007 16:26:48 +0200 Subject: [rt-users] monitoring RT In-Reply-To: <20070723141743.GY19683@plum.flirble.org> References: <20070723141336.GX19683@plum.flirble.org> <46A4B807.3050302@ucrwcu.rwc.uc.edu> <20070723141743.GY19683@plum.flirble.org> Message-ID: <46A4BAA8.7070609@netfriends.cz> Nicholas Clark wrote: >> Nicholas Clark wrote: >>> We're going to make the RT self-service interface visible to our external >>> clients. We'd like to monitor it, so that we know if it's down? >>> >>> What's the best way to monitor RT? Are there any built in pages that would >>> let us quickly tell that (say) >>> >>> 1: users can log in >>> 2: the RT web application has a live connection to a working database >>> >>> without burning lots of CPU? >>> >>> Have I missed anything key to check? > > On Mon, Jul 23, 2007 at 10:15:35AM -0400, Drew Barnes wrote: >> Nagios (or something similar) monitoring each of the services seems the >> easiest way to me. And if RT goes down, just have Nagios send an alert >> into RT and....oh, wait... > > Yes, but this doesn't catch the case where the web server is working, the > database is working, but the mod_perl has got itself into a state where the > database handle is invalid and spewing errors, but DBI still thinks that it's > connected. I was already assuming that the low level services could be > monitored easily. > > Nicholas Clark Hi Nicholas, Nagios seems to me to be good enough for that. For example check_http plugin with sensible options combination will make Nagios to log in - when it fails, you'll know that something went terrible wrong and users can't log in. Is that what you want? David Svejda From garyo at genarts.com Mon Jul 23 10:27:53 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Mon, 23 Jul 2007 10:27:53 -0400 Subject: [rt-users] simple question: change "New ticket in..." default queue? Message-ID: <46A4BAE9.2020800@genarts.com> Can I change the default queue for the "New Ticket in..." button on the "at a glance" page? 99% of our tickets go into the "support" queue, which currently isn't the default (I think it defaults to the first element of the popup, which is sorted alphabetically). Thanks! -- Gary Oberbrunner From jlee at pbu.edu Mon Jul 23 10:08:34 2007 From: jlee at pbu.edu (Jay Lee) Date: Mon, 23 Jul 2007 10:08:34 -0400 Subject: [rt-users] monitoring RT In-Reply-To: <20070723141743.GY19683@plum.flirble.org> References: <20070723141336.GX19683@plum.flirble.org> <46A4B807.3050302@ucrwcu.rwc.uc.edu> <20070723141743.GY19683@plum.flirble.org> Message-ID: <46A4B662.30004@pbu.edu> Nicholas Clark wrote: > Yes, but this doesn't catch the case where the web server is working, the > database is working, but the mod_perl has got itself into a state where the > database handle is invalid and spewing errors, but DBI still thinks that it's > connected. I was already assuming that the low level services could be > monitored easily. > You could probably write a simple bash script using lynx, wget or curl that would login as a user (might want to create one just for this purpose with very limited rights) and pull up some a small ticket. If you link directly to the ticket then the query would only be pulling out that tickets data rather than pulling "RT at a Glance" or a search would use more juice than necessary. Jay -------------- next part -------------- A non-text attachment was scrubbed... Name: jlee.vcf Type: text/x-vcard Size: 234 bytes Desc: not available URL: From jmoseley at corp.xanadoo.com Mon Jul 23 10:22:31 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Mon, 23 Jul 2007 09:22:31 -0500 Subject: [rt-users] monitoring RT In-Reply-To: <20070723141743.GY19683@plum.flirble.org> Message-ID: That's why folks hire system admins - so when things stop working, they can restart them. ;-) Other than monitoring HTTP and MYSQL via Nagios, you could always write a Nagios plugin that would bring up the RT login page and login with a real username and password. If that is successful, then you consider RT to be up. If the login attempt generates errors or times out, then you can assume that RT is 'down' and Nagios generates an alert. James Moseley Nicholas Clark Sent by: To rt-users-bounces@ Drew Barnes lists.bestpractic al.com cc rt-users at lists.bestpractical.com Subject 07/23/2007 09:17 Re: [rt-users] monitoring RT AM > Nicholas Clark wrote: > > We're going to make the RT self-service interface visible to our external > > clients. We'd like to monitor it, so that we know if it's down? > > > > What's the best way to monitor RT? Are there any built in pages that would > > let us quickly tell that (say) > > > > 1: users can log in > > 2: the RT web application has a live connection to a working database > > > > without burning lots of CPU? > > > > Have I missed anything key to check? On Mon, Jul 23, 2007 at 10:15:35AM -0400, Drew Barnes wrote: > Nagios (or something similar) monitoring each of the services seems the > easiest way to me. And if RT goes down, just have Nagios send an alert > into RT and....oh, wait... Yes, but this doesn't catch the case where the web server is working, the database is working, but the mod_perl has got itself into a state where the database handle is invalid and spewing errors, but DBI still thinks that it's connected. I was already assuming that the low level services could be monitored easily. Nicholas Clark _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From nick at ccl4.org Mon Jul 23 10:35:43 2007 From: nick at ccl4.org (Nicholas Clark) Date: Mon, 23 Jul 2007 15:35:43 +0100 Subject: [rt-users] monitoring RT In-Reply-To: References: <20070723141743.GY19683@plum.flirble.org> Message-ID: <20070723143543.GZ19683@plum.flirble.org> On Mon, Jul 23, 2007 at 09:22:31AM -0500, James Moseley wrote: > That's why folks hire system admins - so when things stop working, they can > restart them. ;-) Other than monitoring HTTP and MYSQL via Nagios, you > could always write a Nagios plugin that would bring up the RT login page > and login with a real username and password. If that is successful, then > you consider RT to be up. If the login attempt generates errors or times > out, then you can assume that RT is 'down' and Nagios generates an alert. The (sort of) problem I have is that there are sysadmins, and they use RT as end users (internally) but when I asked them how they wanted to set up monitoring the system (if necessary to wake them up when it needs restarting, or just TLC) I got a sort of "meh" answer, rather than what I was hoping for. (I wanted "We do monitoring like this round here" so that there would then be an obvious way to extend that to RT) Hence the slightly daftly phrased question - I was hoping that a good solution already exists that they'd then agree to quickly. Nicholas Clark From jmoseley at corp.xanadoo.com Mon Jul 23 10:28:47 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Mon, 23 Jul 2007 09:28:47 -0500 Subject: [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: Message-ID: Your problem may have something to do with the following statement issued in the 3.6.4 release notes: "Use 'Watcher = X' inestead of 'Requestor = X OR Cc = X OR AdminCc = X' in the SelfService interface. Both queries do quite the same job, but the former is significantly faster." I ran into query problems as well when trying to search via Requestor, AdminCc, Cc, etc, after upgrading to 3.6.4. James Moseley "Brian Kerr" To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade 07/23/2007 09:22 AM Hi, This ticket system has been upgraded from 2.0.12 -> 3.4.5 -> 3.6.4. Mysql 4.1.22, Centos 4.4, apache 2.0.52, mod_fastcgi. When doing a search by requestor/owner email address now, we are getting a nasty query produced. Here are the details of the query. Let me know if you need any more information. Thanks, Brian # Query_time: 621 Lock_time: 0 Rows_sent: 1 Rows_examined: 420186151 SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ | 1 | SIMPLE | Users_3 | index | NULL | Users4 | 121 | NULL | 1609 | Using index | | 1 | SIMPLE | Groups_1 | ref | Groups1,Groups2 | Groups2 | 65 | const | 10626 | Using where; Using index | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | rt3.Groups_1.Instance | 1 | Using where | | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,GrouMem | DisGrouMem | 10 | rt3.Groups_1.id,rt3.Users_3.id | 1 | Using where; Using index | +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ 4 rows in set (0.00 sec) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From kerrboy at gmail.com Mon Jul 23 10:48:39 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Mon, 23 Jul 2007 10:48:39 -0400 Subject: [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: References: Message-ID: On 7/23/07, James Moseley wrote: > Your problem may have something to do with the following statement issued > in the 3.6.4 release notes: > > "Use 'Watcher = X' inestead of 'Requestor = X OR Cc = X OR AdminCc = X' in > the SelfService interface. Both queries do quite the same job, but the > former is significantly faster." > > I ran into query problems as well when trying to search via Requestor, > AdminCc, Cc, etc, after upgrading to 3.6.4. These queries are being made from the query builder. There are many different instances when users would need to search based on an email address and said email address would not be a Watcher, or a privileged user for that matter. This part of the query seems to be the problem: "FROM Tickets main CROSS JOIN Users Users_3" Thanks, Brian From darling at ccdc.cam.ac.uk Mon Jul 23 10:52:56 2007 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Mon, 23 Jul 2007 15:52:56 +0100 Subject: [rt-users] Use attachment as original message? In-Reply-To: <46A4B458.9070408@genarts.com> References: <46A4B458.9070408@genarts.com> Message-ID: <46A4C0C8.80209@ccdc.cam.ac.uk> Hi Gary > would be nice. Sometimes users email our support staff directly, rather than > using 'support at mydomain.com'. The support person then typically forwards that > email to support at mydomain.com to get it into trac (especially if they're > traveling or it's a weekend and they don't have easy access to the web > interface). If your staff are using Thunderbird, I can recommend the MailRedirect extension - http://mailredirect.mozdev.org/ - it's like forwarding, except the mail appears to have originated from the customer. (some other MUAs have this functionality built in - mutt springs to mind). Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From kerrboy at gmail.com Mon Jul 23 11:02:10 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Mon, 23 Jul 2007 11:02:10 -0400 Subject: [rt-users] Re: query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: References: Message-ID: On 7/23/07, Brian Kerr wrote: > Hi, > > This ticket system has been upgraded from 2.0.12 -> 3.4.5 -> 3.6.4. > Mysql 4.1.22, Centos 4.4, apache 2.0.52, mod_fastcgi. > > When doing a search by requestor/owner email address now, we are > getting a nasty query produced. Here are the details of the query. > Let me know if you need any more information. Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom' Forming this query in the query builder will create the nasty SQL. It renders the RT instance unusable and all subsequent queries stack up. -Brian From garyo at genarts.com Mon Jul 23 11:10:28 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Mon, 23 Jul 2007 11:10:28 -0400 Subject: [rt-users] Use attachment as original message? In-Reply-To: <46A4C0C8.80209@ccdc.cam.ac.uk> References: <46A4B458.9070408@genarts.com> <46A4C0C8.80209@ccdc.cam.ac.uk> Message-ID: <46A4C4E4.6070505@genarts.com> Toby Darling wrote: > Hi Gary > >> ...The support person then typically forwards that > > If your staff are using Thunderbird, I can recommend the MailRedirect Thanks Toby -- that's not a bad idea. We do mostly use Tbird, but unfortunately I can't make everyone install the extension and use it :-(, and besides some of them are on Macs, especially on the road. Still, it may help until a centralized RT solution comes along. I also thought about extending the RT commands-by-email extension; that might work, if I can learn enough about how it works. -- Gary From rubenpandolfi at gmail.com Mon Jul 23 11:13:04 2007 From: rubenpandolfi at gmail.com (Ruben Pandolfi) Date: Mon, 23 Jul 2007 17:13:04 +0200 Subject: [rt-users] Custom script to cc a user if the message is created by a certain group Message-ID: <1aa209e00707230813n1aa8b1d7l5f68dffbd741029b@mail.gmail.com> Hello to all, and thank you for this great software. I'm configuring RT for my company, still lot of info to find out but I could not easily find a way to set a custom script that sends a mail to a user (or email address) only if the creator is member of a certain group. In other words, I want to have the customer care manager to be in CC for all the tickets requested by a user in customercare group thank you for your help! a reply or a link to a web resource will be greatly appreciated ...... ruben -- Ruben Pandolfi rubenpandolfi at gmail.com ............................................................... I have crossed oceans of space to mail you. -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin.hayes at orbisuk.com Mon Jul 23 11:55:43 2007 From: justin.hayes at orbisuk.com (Justin Hayes) Date: Mon, 23 Jul 2007 16:55:43 +0100 Subject: [rt-users] '10 highest priority tickets' no longer has links totickets In-Reply-To: References: Message-ID: <1503E58A-D6FE-4AF5-ABBD-1D1E304700F7@orbisuk.com> Edit the query and go to the Advanced page. then add something like this in the 2nd box: '__id__/Title:#', '__QueueName__', '__Status__', '__Priority__', '__CreatedRelative__', '__Subject__/Title:Subject', 'Take/ TITLE:  ' Note mine is customised for small text and I have a custom Take link, but you get the idea... Justin ------------------------------------------------------ Justin Hayes Support Manager justin.hayes at orbisuk.com On 11 Jul 2007, at 19:46, Greg Petras wrote: > This was accidentally posted to rt-devel first. I should have sent it > to rt-users. Please excuse my mistake. > > I've got a working configuration of RT 3.6.3 on Apache 2.0.59, > mod_perl 2.0.3, and Perl 5.8.8. > > I was asked to modify the '10 highest priority tickets' section. I > added 'Priority greater than 0' to the search, and saved the search > "[_1] highest priority tickets I own". Now all users, including mine, > have a list of tickets and tickets numbers as we did before, but there > are no hyperlinks to click through to the ticket. I tried to remove > the 'priority greater than 0' addition to the search, and saved it, > but the hyperlinks are still not back. I've also looked at a database > dump from last night and have tried to restore the storable data in > the database in the Attributes table (value = '1'). Has anyone seen > this behavior, or know how to revert the change so that the ticket > numbers and ticket subjects are hyperlinks? > > Thanks a lot, > > Greg > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From nick at ccl4.org Mon Jul 23 11:59:27 2007 From: nick at ccl4.org (Nicholas Clark) Date: Mon, 23 Jul 2007 16:59:27 +0100 Subject: [rt-users] Re: query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: References: Message-ID: <20070723155927.GA19683@plum.flirble.org> On Mon, Jul 23, 2007 at 11:02:10AM -0400, Brian Kerr wrote: > On 7/23/07, Brian Kerr wrote: > >Hi, > > > >This ticket system has been upgraded from 2.0.12 -> 3.4.5 -> 3.6.4. > >Mysql 4.1.22, Centos 4.4, apache 2.0.52, mod_fastcgi. > > > >When doing a search by requestor/owner email address now, we are > >getting a nasty query produced. Here are the details of the query. > >Let me know if you need any more information. > > Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom' > > Forming this query in the query builder will create the nasty SQL. It > renders the RT instance unusable and all subsequent queries stack up. This test instance of RT has a couple more indexes, but it doesn't seem to matter for this. I admit to not understanding the SQL fully, but is that LEFT JOIN really necessary, given the 'IS NOT NULL' check? If the LEFT JOIN becomes an inner JOIN, and one adds an index to MemberID then sanity prevails: mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+-------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+-------------+ | 1 | SIMPLE | Users_3 | index | NULL | Users3 | 125 | NULL | 2725 | Using index | | 1 | SIMPLE | Groups_1 | ref | Groups1,Groups2,Groups3 | Groups3 | 130 | const,const | 49336 | Using where | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | rt3.Groups_1.Instance | 1 | Using where | | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,GrouMem | DisGrouMem | 10 | rt3.Groups_1.id,rt3.Users_3.id | 1 | Using where | +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+-------------+ 4 rows in set (0.05 sec) mysql> alter table CachedGroupMembers add index (MemberId); Query OK, 451242 rows affected (20.25 sec) Records: 451242 Duplicates: 0 Warnings: 0 mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); +----+-------------+----------------------+--------+-----------------------------+------------+---------+--------------------------------+-------+-------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+-----------------------------+------------+---------+--------------------------------+-------+-------------+ | 1 | SIMPLE | Users_3 | index | NULL | Users3 | 125 | NULL | 2725 | Using index | | 1 | SIMPLE | Groups_1 | ref | Groups1,Groups2,Groups3 | Groups3 | 130 | const,const | 49336 | Using where | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | rt3.Groups_1.Instance | 1 | Using where | | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,GrouMem,MemberId | DisGrouMem | 10 | rt3.Groups_1.id,rt3.Users_3.id | 1 | Using where | +----+-------------+----------------------+--------+-----------------------------+------------+---------+--------------------------------+-------+-------------+ 4 rows in set (0.04 sec) mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); +----+-------------+----------------------+--------+-------------------------------------+----------+---------+----------------------------------+------+-------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+-------------------------------------+----------+---------+----------------------------------+------+-------------+ | 1 | SIMPLE | Users_3 | index | PRIMARY,Users3 | Users3 | 125 | NULL | 2725 | Using index | | 1 | SIMPLE | CachedGroupMembers_2 | ref | PRIMARY,DisGrouMem,GrouMem,MemberId | MemberId | 5 | rt3.Users_3.id | 2 | Using where | | 1 | SIMPLE | Groups_1 | eq_ref | PRIMARY,Groups1,Groups2,Groups3 | PRIMARY | 4 | rt3.CachedGroupMembers_2.GroupId | 1 | Using where | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | rt3.Groups_1.Instance | 1 | Using where | +----+-------------+----------------------+--------+-------------------------------------+----------+---------+----------------------------------+------+-------------+ 4 rows in set (0.03 sec) mysql> SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); +-------------------------+ | COUNT(DISTINCT main.id) | +-------------------------+ | 2777 | +-------------------------+ 1 row in set (12.87 sec) mysql> I'm just not sure a: If the query is actually giving the same answer without the LEFT b: If so, how to patch DBIx::SearchBuilder to generate the better query. Nicholas Clark From nick at ccl4.org Mon Jul 23 12:03:29 2007 From: nick at ccl4.org (Nicholas Clark) Date: Mon, 23 Jul 2007 17:03:29 +0100 Subject: [rt-users] Re: query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: <20070723155927.GA19683@plum.flirble.org> References: <20070723155927.GA19683@plum.flirble.org> Message-ID: <20070723160329.GB19683@plum.flirble.org> On Mon, Jul 23, 2007 at 04:59:27PM +0100, Nicholas Clark wrote: > mysql> SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); > +-------------------------+ > | COUNT(DISTINCT main.id) | > +-------------------------+ > | 2777 | > +-------------------------+ > 1 row in set (12.87 sec) > > mysql> > > > I'm just not sure > > a: If the query is actually giving the same answer without the LEFT > b: If so, how to patch DBIx::SearchBuilder to generate the better query. Actually, turns out that you don't really need the index on MemberId, but it saves about a second here: mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); +----+-------------+----------------------+--------+----------------------------+------------+---------+-----------------------------------+-------+-------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+----------------------------+------------+---------+-----------------------------------+-------+-------------+ | 1 | SIMPLE | Groups_1 | ref | PRIMARY,Groups1,Groups2 | Groups2 | 65 | const | 58630 | Using where | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | rt3.Groups_1.Instance | 1 | Using where | | 1 | SIMPLE | CachedGroupMembers_2 | ref | PRIMARY,DisGrouMem,GrouMem | DisGrouMem | 5 | rt3.Groups_1.id | 2 | Using where | | 1 | SIMPLE | Users_3 | eq_ref | PRIMARY,Users3 | PRIMARY | 4 | rt3.CachedGroupMembers_2.MemberId | 1 | Using where | +----+-------------+----------------------+--------+----------------------------+------------+---------+-----------------------------------+-------+-------------+ 4 rows in set (1.44 sec) mysql> SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); +-------------------------+ | COUNT(DISTINCT main.id) | +-------------------------+ | 2777 | +-------------------------+ 1 row in set (13.74 sec) Nicholas Clark From torsten.brumm at Kuehne-Nagel.com Mon Jul 23 12:17:33 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 23 Jul 2007 18:17:33 +0200 Subject: AW: [rt-users] monitoring RT In-Reply-To: <20070723143543.GZ19683@plum.flirble.org> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394764CBA@w3hamboex11.ger.win.int.kn> The best solution is to do it the way Jay told you. Create a queue for testing, create a user to login from monitoring system and also a test ticket. Then call from the monitoring system the queue or ticket url. Example: http://your.rt.com/Ticket/Display.html?id=123456&user=monitor&pass=monitor to get your ticket. Together with a small shell or perl scrip you can grab this info from nagios and also from cacti (to get also some performance values) small script from our Unix Gurus to check the time rt needs to serve the site: #!/bin/sh /usr/bin/time -o /tmp/rtcheck -f %e wget -q -O /dev/null --header="Host: your.rt.com" "http://${1}/Ticket/Display.html?id=123456&user=monitor&pass=monitor" cat /tmp/rtcheck rm /tmp/rtcheck call it with: ./rtcheck.sh Your.physical.host if you have more then one it makes sense to catch also all webservers Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Nicholas Clark Gesendet: Montag, 23. Juli 2007 16:36 An: James Moseley Cc: rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com Betreff: Re: [rt-users] monitoring RT On Mon, Jul 23, 2007 at 09:22:31AM -0500, James Moseley wrote: > That's why folks hire system admins - so when things stop working, they can > restart them. ;-) Other than monitoring HTTP and MYSQL via Nagios, you > could always write a Nagios plugin that would bring up the RT login page > and login with a real username and password. If that is successful, then > you consider RT to be up. If the login attempt generates errors or times > out, then you can assume that RT is 'down' and Nagios generates an alert. The (sort of) problem I have is that there are sysadmins, and they use RT as end users (internally) but when I asked them how they wanted to set up monitoring the system (if necessary to wake them up when it needs restarting, or just TLC) I got a sort of "meh" answer, rather than what I was hoping for. (I wanted "We do monitoring like this round here" so that there would then be an obvious way to extend that to RT) Hence the slightly daftly phrased question - I was hoping that a good solution already exists that they'd then agree to quickly. Nicholas Clark _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From sunlist at yahoo.com Mon Jul 23 12:21:33 2007 From: sunlist at yahoo.com (mailing list) Date: Mon, 23 Jul 2007 09:21:33 -0700 (PDT) Subject: [rt-users] LDAP modification Message-ID: <238329.34609.qm@web63807.mail.re1.yahoo.com> I believed I narrowed my problem down to an LDAP issue rather than FastCGI and/or Apache. >From http://wiki.bestpractical.com/view/LDAP, I was able to configured RT 3.6.3 to use LDAP and successfully log into RT via LDAP authentication. However, only the username/uid is populated in the "Preferences" for the user's identity. The field "Email" and "Real Name" is blank. Hence, when opening a ticket with the field Requestors, CC, and Admin CC causing the user's web browser to hanged as RT was looking up the fields? Additionally, causing FastCGI timeout which generated the error message (which derailed me, to investigate in a different direction). The below is what I have in my RT_SiteConfig.pm for LDAP, and it corresponds to the field in my LDAP. My question is, why is RT not populating the fields Mail, Real Name in the Preferences but only uid from LDAP? In addition, where do I starts tinkering to get those fields appear in RT? (or what parameters to search for at Google/Wiki/etc.) Thank you. Set($LdapAttrMap, {'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'o', 'RealName' => 'cn', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'uid', 'Gecos' => 'uid', 'WorkPhone' => 'workphone', 'Address1' => 'PostalAddress'} Regards, Mike ____________________________________________________________________________________ Shape Yahoo! in your own image. Join our Network Research Panel today! http://surveylink.yahoo.com/gmrs/yahoo_panel_invite.asp?a=7 From gleduc at mail.sdsu.edu Mon Jul 23 12:23:59 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 23 Jul 2007 09:23:59 -0700 Subject: [rt-users] Autoreply scrip doesnt execute In-Reply-To: <029e01c7cc54$c50189c0$1e9019ac@laptom> References: <029e01c7cc54$c50189c0$1e9019ac@laptom> Message-ID: <6.2.1.2.2.20070723090936.0250c118@mail.sdsu.edu> Hi Tom, Try naming your local template Autoreply If a queue template has the same name as a global template it will be used instead of the global. I think this is what you want. It would seem that your scrip should work, but it might be that RT only triggers one scrip per transaction and that the global OnCreate is winning the coin toss. Early on I disabled every global scrip and just create the ones that I need locally. This way there are no surprises when RT sends a reply that I didn't want sent. I do have 1 global scrip, but I wrote it and I know that I want it to work across all queues (it's an e-mail password reset scrip). Regards, Gene At 04:38 AM 7/22/2007, Tom Storey wrote: >This afternoon I installed RT 3.6.4, Ive setup a queue, I can email into >it, I can get a response to say a ticket has been created, but I cannot >seem to get it to reply with my own custom message. > >Unless Im missing something so bleedingly obvious, this is what Ive done: > >1. Click on Configuration, Queues, select my queue, click Templates, and >create a template >2. click on Scrips, then New scrip, and add a scrip using the following >parameters: > >Description: Requestor creates ticket >Condition: On Create >Action: Autoreply To Requestors >Template: the template I created above >Stage: TransactionCreate > >3. send a new test email to my queue > >However, I still receive an auto reply message as per the global default >template. > >Have I missed something, or is it not working as it should? -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Jul 23 13:05:14 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 23 Jul 2007 10:05:14 -0700 Subject: [rt-users] monitoring RT In-Reply-To: <20070723141743.GY19683@plum.flirble.org> References: <20070723141336.GX19683@plum.flirble.org> <46A4B807.3050302@ucrwcu.rwc.uc.edu> <20070723141743.GY19683@plum.flirble.org> Message-ID: On Jul 23, 2007, at 7:17 AM, Nicholas Clark wrote: > >> Nicholas Clark wrote: >>> We're going to make the RT self-service interface visible to our >>> external >>> clients. We'd like to monitor it, so that we know if it's down? >>> >>> What's the best way to monitor RT? Are there any built in pages >>> that would >>> let us quickly tell that (say) >>> >>> 1: users can log in >>> 2: the RT web application has a live connection to a working >>> database If #1 is true, then, #2 is true as well. (You need to get to the db to check the user.) So just a simple scripted login test will do you. Or a GET of a page with user and pass passed in as parameters. -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From klam at snap.com Mon Jul 23 13:14:38 2007 From: klam at snap.com (Khai Lam) Date: Mon, 23 Jul 2007 10:14:38 -0700 Subject: [rt-users] monitoring RT In-Reply-To: References: <20070723141336.GX19683@plum.flirble.org> <46A4B807.3050302@ucrwcu.rwc.uc.edu> <20070723141743.GY19683@plum.flirble.org> Message-ID: <30B38958-D29B-443D-B241-D368A15BD827@snap.com> If that's all that's required, then the check_http plug-in provided by Nagios will do the trick. There's an option to check the html for the presence of a text specific string (maybe "Search/Results.rdf" - you'll only get this string after successfully logging in). Saves you the trouble of writing your own monitoring script, but only if you are already using Nagios. -Khai On Jul 23, 2007, at 10:05 AM, Jesse Vincent wrote: > > On Jul 23, 2007, at 7:17 AM, Nicholas Clark wrote: > >> >>> Nicholas Clark wrote: >>>> We're going to make the RT self-service interface visible to our >>>> external >>>> clients. We'd like to monitor it, so that we know if it's down? >>>> >>>> What's the best way to monitor RT? Are there any built in pages >>>> that would >>>> let us quickly tell that (say) >>>> >>>> 1: users can log in >>>> 2: the RT web application has a live connection to a working >>>> database > > If #1 is true, then, #2 is true as well. (You need to get to the db > to check the user.) So just a simple scripted login test will do > you. Or a GET of a page with user and pass passed in as parameters. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From ruz at bestpractical.com Mon Jul 23 13:45:10 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 23 Jul 2007 21:45:10 +0400 Subject: [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: References: Message-ID: <589c94400707231045x44ef0cf2nc9591c709efecb7f@mail.gmail.com> Do I understand right that the query is like "Requestor.EmailAddress = 'xxx' OR Status = 'new' OR Status = 'open'"? * Note all binary operators (aggregators) are ORs. On 7/23/07, Brian Kerr wrote: > Hi, > > This ticket system has been upgraded from 2.0.12 -> 3.4.5 -> 3.6.4. > Mysql 4.1.22, Centos 4.4, apache 2.0.52, mod_fastcgi. > > When doing a search by requestor/owner email address now, we are > getting a nasty query produced. Here are the details of the query. > Let me know if you need any more information. > > Thanks, > Brian > > # Query_time: 621 Lock_time: 0 Rows_sent: 1 Rows_examined: 420186151 > SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users > Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' > ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = > main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( > CachedGroupMembers_2.MemberId = Users_3.id ) AND ( > CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != > 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND > CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR > main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId > = main.id); > > mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS > JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = > 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( > Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers > CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id > ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE > (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE > '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status > = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND > (main.EffectiveId = main.id); > +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ > | id | select_type | table | type | possible_keys > | key | key_len | ref | rows > | Extra | > +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ > | 1 | SIMPLE | Users_3 | index | NULL > | Users4 | 121 | NULL | > 1609 | Using index | > | 1 | SIMPLE | Groups_1 | ref | Groups1,Groups2 > | Groups2 | 65 | const | > 10626 | Using where; Using index | > | 1 | SIMPLE | main | eq_ref | > PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | > rt3.Groups_1.Instance | 1 | Using where | > | 1 | SIMPLE | CachedGroupMembers_2 | ref | > DisGrouMem,GrouMem | DisGrouMem | 10 | > rt3.Groups_1.id,rt3.Users_3.id | 1 | Using where; Using index | > +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ > 4 rows in set (0.00 sec) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 cnelson at nighthawkrad.net Mon Jul 23 13:33:25 2007 From: cnelson at nighthawkrad.net (Chris Nelson) Date: Mon, 23 Jul 2007 10:33:25 -0700 Subject: [rt-users] Command by Email -- Extended Mailgate Error/How to disable vcard input? Message-ID: <46A4E665.3020602@nighthawkrad.net> Hi list, I currently use RT 3.6.3 and the extension Command By Email and am having issues with users who attach vcards and sometimes forwarded email to RT. I want to continue the functionality of allowing tickets to be created/modified/updated via email as that is a very handy way to interface with RT, but I was wondering if anyone had a scrip or any suggestions on how to get command by email to "ignore" certain words like "To:" or "From:" or any vcard input. A snippet of a recent vcard-caused mailgate error is below: Failed command 'n: Engen;Brian' Error message: Command 'n' is unknown Failed command 'version: 2.1' Error message: Command 'version' is unknown Failed command 'tel;work: x8316' Error message: Command 'tel;work' is unknown Failed command 'end: vcard' Error message: Command 'end' is unknown Failed command 'email;internet: ' Error message: Command 'email;internet' is unknown Failed command 'title: Software Engineer' Error message: Command 'title' is unknown Failed command 'begin: vcard' Error message: Command 'begin' is unknown Failed command 'adr: Suite 500;;' Error message: Command 'adr' is unknown Failed command 'fn: Brian Engen' Error message: Command 'fn' is unknown -- Chris Nelson CDA Unix Administrator NightHawk Radiology Services 250 Northwest Blvd. #206 Coeur D'Alene, ID 83814 208.415.0588 (Office) 509.294.1835 (Cell) 208.664.2720 (Fax) cnelson at nighthawkrad.net (email) http://www.nighthawkrad.net (Web) CONFIDENTIALITY NOTICE: This email, including any attachments, contains information from NightHawk Radiology Services, which may be confidential or privileged. The information is intended to be for the use of the individual or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this email in error, please notify NightHawk Radiology Services immediately by forwarding message to support at nighthawkrad.net and destroy all electronic and hard copies of the communication, including attachments. From forrest at itasoftware.com Mon Jul 23 13:54:39 2007 From: forrest at itasoftware.com (Forrest Blount) Date: Mon, 23 Jul 2007 13:54:39 -0400 Subject: [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: <589c94400707231045x44ef0cf2nc9591c709efecb7f@mail.gmail.com> References: <589c94400707231045x44ef0cf2nc9591c709efecb7f@mail.gmail.com> Message-ID: <46A4EB5F.7080806@itasoftware.com> I believe that's what Brian was saying. (from a follow-up email from kerrboy at gmail.com): > Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom' > > Forming this query in the query builder will create the nasty SQL. It > renders the RT instance unusable and all subsequent queries stack up. Ruslan, is it possible this is related to your update to Tickets.Overlay.pm on 2/13/07? I ask because the code in _WatcherMembershipLimit seems to be responsible for the query Brian pasted... Ruslan Zakirov wrote: > Do I understand right that the query is like "Requestor.EmailAddress = > 'xxx' OR Status = 'new' OR Status = 'open'"? > * Note all binary operators (aggregators) are ORs. > > > On 7/23/07, Brian Kerr wrote: >> Hi, >> >> This ticket system has been upgraded from 2.0.12 -> 3.4.5 -> 3.6.4. >> Mysql 4.1.22, Centos 4.4, apache 2.0.52, mod_fastcgi. >> >> When doing a search by requestor/owner email address now, we are >> getting a nasty query produced. Here are the details of the query. >> Let me know if you need any more information. >> >> Thanks, >> Brian >> >> # Query_time: 621 Lock_time: 0 Rows_sent: 1 Rows_examined: 420186151 >> SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users >> Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' >> ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = >> main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( >> CachedGroupMembers_2.MemberId = Users_3.id ) AND ( >> CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != >> 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND >> CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR >> main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId >> = main.id); >> >> mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS >> JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = >> 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( >> Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers >> CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id >> ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE >> (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE >> '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status >> = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND >> (main.EffectiveId = main.id); >> +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ >> >> | id | select_type | table | type | possible_keys >> | key | key_len | ref | rows >> | Extra | >> +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ >> >> | 1 | SIMPLE | Users_3 | index | NULL >> | Users4 | 121 | NULL | >> 1609 | Using index | >> | 1 | SIMPLE | Groups_1 | ref | Groups1,Groups2 >> | Groups2 | 65 | const | >> 10626 | Using where; Using index | >> | 1 | SIMPLE | main | eq_ref | >> PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | >> rt3.Groups_1.Instance | 1 | Using where | >> | 1 | SIMPLE | CachedGroupMembers_2 | ref | >> DisGrouMem,GrouMem | DisGrouMem | 10 | >> rt3.Groups_1.id,rt3.Users_3.id | 1 | Using where; Using index | >> +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ >> >> 4 rows in set (0.00 sec) >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From KFCrocker at lbl.gov Mon Jul 23 14:06:01 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 23 Jul 2007 11:06:01 -0700 Subject: [rt-users] Permission Denied? What permission? In-Reply-To: <469FB67D.2060503@mds.gov.br> References: <469FB67D.2060503@mds.gov.br> Message-ID: <46A4EE09.5090904@lbl.gov> Jose, Have you checked to see if that one user has more than one UserID? He could be in the system more than once and one of those E_mail addresses could be what's causing the error message. Kenn LBNL Jos? de Paula Eufr?sio J?nior wrote: > So, > > since yesterday there's ONE user with problems with email. When he > replies an RT email he gets a message from the RT system with > "Permission Denied" on it. > The thing is, he's in the same group as me, with no different > permissions on the queues we operate, and I can comment and use emails > nmormally. The other info is that using the web interface he can answer > and comment on the same tickets that return errors using the email > interface. > > The only thing non standart on our installation is the "Actions" module, > but it works with everybody else. > There's a snippet from the rt.log, as you can see I get the 'Permission > Denied" error too, but no idea of what/who is being denied of what. > > > [Thu Jul 19 17:14:47 2007] [debug]: Converting 'ISO-8859-1' to 'utf-8' > for text/plain - [CGI #31667] Re: [Rede] Host UP alert for > router-blococ! (/usr/share/request-tracker3.6/lib/RT/I18N.pm:225) > [Thu Jul 19 17:14:47 2007] [debug]: Found a ticket ID. It's 31667 > (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:473) > [Thu Jul 19 17:14:48 2007] [warning]: Couldn't write correspond. > Fallback to standard mailgate. Error: Permission Denied > (/usr/share/perl5/RT/Interface/Email/Filter/TakeAction.pm:316)[Thu Jul > 19 17:14:48 2007] [crit]: Permission Denied > (/usr/share/request-tracker3.6/lib/RT/Interface/Email.pm:241) > [Thu Jul 19 17:14:50 2007] [error]: Could not record email: Message not > recorded: Permission Denied > (/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway:73) > > Thanks for any help. > > []s > Jose P. E. Junior > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Mon Jul 23 14:28:32 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 23 Jul 2007 11:28:32 -0700 Subject: [rt-users] Your internal change procedures? In-Reply-To: <8BD2826A-56AA-4F6F-8B35-69A94C520F6F@netspot.com.au> References: <8BD2826A-56AA-4F6F-8B35-69A94C520F6F@netspot.com.au> Message-ID: <46A4F350.20407@lbl.gov> Tom, We are in the process of designing a "workflow" process that is executed by scrips that require a CF to be changed to a specified value (approval of the request, approval of the testing, approval of the QA results, etc.) before automatically promoting the ticket status to a new value ("rq approvd", "qa approvd", etc.). This meant adding some new ticket status values, creating a Custom Field with values relative to the approval of each stage of development, an "Approval Group" as the only group with the permission to modify said CF and of course, the scrips to execute when the CF is modified. We initiated this design as a more robust answer to the "Approvals" concept that RT offers as a default. Kenn LBNL Tom Lanyon wrote: > Hi list, > > I was just curious what other organisations do regarding the management > of all changes and development on their RT instances? > > For example, if you have a team developing custom integrations/add-ons > to RT, do they have a separate development instance? who handles the > migration of the completed add-on into the production/live RT instance? > Is every change documented somewhere? > > Similarly for managing via the web interface; eg. do you have multiple > people creating Scrips? Is this done all on the live site at the risk of > interrupting currently functioning Scrips? If not, do you do this sort > of work on a development instance and then have a person in charge of > doing quality assurance and then migrating these changes live? > > Any thoughts would be interesting. :) > > -- > Tom Lanyon > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy > a copy at http://rtbook.bestpractical.com > From ruz at bestpractical.com Mon Jul 23 14:28:49 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 23 Jul 2007 22:28:49 +0400 Subject: [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: <46A4EB5F.7080806@itasoftware.com> References: <589c94400707231045x44ef0cf2nc9591c709efecb7f@mail.gmail.com> <46A4EB5F.7080806@itasoftware.com> Message-ID: <589c94400707231128m70f84f14ld37a2fb058b8e7e9@mail.gmail.com> On 7/23/07, Forrest Blount wrote: > I believe that's what Brian was saying. I don't, the original query Brian sent is different and selects only by Requestor and Status properties. The most important part of that query is ORs everywhere. If the query is built using the query builder and that's what Brian wants then it's ok and we go on with performance problem. But if the query is generated in our code then we must start looking for a bug as I don't see a reason why we generate it instead of something like: "Requestor.EmailAddress = X *AND* ( Status = 'new' OR Status = 'open' )" > > (from a follow-up email from kerrboy at gmail.com): > > Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom' > > > > Forming this query in the query builder will create the nasty SQL. It > > renders the RT instance unusable and all subsequent queries stack up. > Ruslan, is it possible this is related to your update to > Tickets.Overlay.pm on 2/13/07? > > I ask because the code in _WatcherMembershipLimit seems to be > responsible for the query Brian pasted... It's related and I'm trying to figure out if we can improve performance without loosing fixes I've added. Can people send me explains for the following two queries: explain SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.MemberId = Users_3.id AND CachedGroupMembers_2.GroupId = Groups_1.id WHERE main.Status != 'deleted' AND ( ( Users_3.EmailAddress LIKE '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); explain SELECT COUNT(DISTINCT main.id) FROM Tickets main JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.GroupId = Groups_1.id LEFT JOIN Users Users_3 ON CachedGroupMembers_2.MemberId = Users_3.id AND Users_3.EmailAddress LIKE '%username%' WHERE main.Status != 'deleted' AND ( ( Users_3.id IS NOT NULL ) OR main.Status = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId = main.id); > > Ruslan Zakirov wrote: > > Do I understand right that the query is like "Requestor.EmailAddress = > > 'xxx' OR Status = 'new' OR Status = 'open'"? > > * Note all binary operators (aggregators) are ORs. > > > > > > On 7/23/07, Brian Kerr wrote: > >> Hi, > >> > >> This ticket system has been upgraded from 2.0.12 -> 3.4.5 -> 3.6.4. > >> Mysql 4.1.22, Centos 4.4, apache 2.0.52, mod_fastcgi. > >> > >> When doing a search by requestor/owner email address now, we are > >> getting a nasty query produced. Here are the details of the query. > >> Let me know if you need any more information. > >> > >> Thanks, > >> Brian > >> > >> # Query_time: 621 Lock_time: 0 Rows_sent: 1 Rows_examined: 420186151 > >> SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users > >> Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' > >> ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = > >> main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( > >> CachedGroupMembers_2.MemberId = Users_3.id ) AND ( > >> CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != > >> 'deleted') AND ( ( Users_3.EmailAddress LIKE '%username%' AND > >> CachedGroupMembers_2.id IS NOT NULL ) OR main.Status = 'new' OR > >> main.Status = 'open') AND (main.Type = 'ticket') AND (main.EffectiveId > >> = main.id); > >> > >> mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS > >> JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = > >> 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( > >> Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers > >> CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id > >> ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE > >> (main.Status != 'deleted') AND ( ( Users_3.EmailAddress LIKE > >> '%username%' AND CachedGroupMembers_2.id IS NOT NULL ) OR main.Status > >> = 'new' OR main.Status = 'open') AND (main.Type = 'ticket') AND > >> (main.EffectiveId = main.id); > >> +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ > >> > >> | id | select_type | table | type | possible_keys > >> | key | key_len | ref | rows > >> | Extra | > >> +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ > >> > >> | 1 | SIMPLE | Users_3 | index | NULL > >> | Users4 | 121 | NULL | > >> 1609 | Using index | > >> | 1 | SIMPLE | Groups_1 | ref | Groups1,Groups2 > >> | Groups2 | 65 | const | > >> 10626 | Using where; Using index | > >> | 1 | SIMPLE | main | eq_ref | > >> PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | > >> rt3.Groups_1.Instance | 1 | Using where | > >> | 1 | SIMPLE | CachedGroupMembers_2 | ref | > >> DisGrouMem,GrouMem | DisGrouMem | 10 | > >> rt3.Groups_1.id,rt3.Users_3.id | 1 | Using where; Using index | > >> +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ > >> > >> 4 rows in set (0.00 sec) > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: 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 kerrboy at gmail.com Mon Jul 23 14:29:08 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Mon, 23 Jul 2007 14:29:08 -0400 Subject: [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: <589c94400707231045x44ef0cf2nc9591c709efecb7f@mail.gmail.com> References: <589c94400707231045x44ef0cf2nc9591c709efecb7f@mail.gmail.com> Message-ID: On 7/23/07, Ruslan Zakirov wrote: > Do I understand right that the query is like "Requestor.EmailAddress = > 'xxx' OR Status = 'new' OR Status = 'open'"? > * Note all binary operators (aggregators) are ORs. The above queries were done with status delimiters. The query breaks whether or not Status is involved. Here is one of the broken queries without Status. The database query below is directly from "Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom'" formed in query builder. SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (main.Status != 'deleted') AND (main.Owner = '58936' OR ( Users_3.EmailAddress LIKE '%tom%' AND CachedGroupMembers_2.id IS NOT NULL ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) From kerrboy at gmail.com Mon Jul 23 14:47:54 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Mon, 23 Jul 2007 14:47:54 -0400 Subject: [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: <589c94400707231128m70f84f14ld37a2fb058b8e7e9@mail.gmail.com> References: <589c94400707231045x44ef0cf2nc9591c709efecb7f@mail.gmail.com> <46A4EB5F.7080806@itasoftware.com> <589c94400707231128m70f84f14ld37a2fb058b8e7e9@mail.gmail.com> Message-ID: mysql> explain SELECT COUNT(DISTINCT main.id) -> FROM Tickets main -> CROSS JOIN Users Users_3 -> JOIN Groups Groups_1 -> ON Groups_1.Domain = 'RT::Ticket-Role' -> AND Groups_1.Type = 'Requestor' -> AND Groups_1.Instance = main.id -> LEFT JOIN CachedGroupMembers CachedGroupMembers_2 -> ON CachedGroupMembers_2.MemberId = Users_3.id -> AND CachedGroupMembers_2.GroupId = Groups_1.id -> WHERE main.Status != 'deleted' -> -> AND ( ( Users_3.EmailAddress LIKE '%username%' AND -> CachedGroupMembers_2.id IS NOT NULL ) -> OR main.Status = 'new' OR main.Status = 'open') -> AND (main.Type = 'ticket') -> AND (main.EffectiveId = main.id); +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ | 1 | SIMPLE | Users_3 | index | NULL | Users4 | 121 | NULL | 1685 | Using index | | 1 | SIMPLE | Groups_1 | ref | Groups1,Groups2,idx_RT_1 | Groups2 | 65 | const | 38962 | Using where; Using index | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | rt3.Groups_1.Instance | 1 | Using where | | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,GrouMem | DisGrouMem | 10 | rt3.Groups_1.id,rt3.Users_3.id | 1 | Using where; Using index | +----+-------------+----------------------+--------+---------------------------+------------+---------+--------------------------------+-------+--------------------------+ 4 rows in set (0.00 sec) mysql> explain SELECT COUNT(DISTINCT main.id) -> FROM Tickets main -> JOIN Groups Groups_1 -> ON Groups_1.Domain = 'RT::Ticket-Role' -> AND Groups_1.Type = 'Requestor' -> AND Groups_1.Instance = main.id -> LEFT JOIN CachedGroupMembers CachedGroupMembers_2 -> ON CachedGroupMembers_2.GroupId = Groups_1.id -> LEFT JOIN Users Users_3 -> ON CachedGroupMembers_2.MemberId = Users_3.id -> AND Users_3.EmailAddress LIKE '%username%' -> WHERE main.Status != 'deleted' -> AND ( Users_3.id IS NOT NULL ); +----+-------------+----------------------+--------+---------------------------+------------+---------+-----------------------------------+-------+--------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+---------------------------+------------+---------+-----------------------------------+-------+--------------------------+ | 1 | SIMPLE | Groups_1 | ref | Groups1,Groups2,idx_RT_1 | Groups2 | 65 | const | 39468 | Using where; Using index | | 1 | SIMPLE | main | eq_ref | PRIMARY,Tickets4,Tickets5 | PRIMARY | 4 | rt3.Groups_1.Instance | 1 | Using where | | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,GrouMem | DisGrouMem | 5 | rt3.Groups_1.id | 1 | Using index | | 1 | SIMPLE | Users_3 | eq_ref | PRIMARY,Users3 | PRIMARY | 4 | rt3.CachedGroupMembers_2.MemberId | 1 | Using where | +----+-------------+----------------------+--------+---------------------------+------------+---------+-----------------------------------+-------+--------------------------+ 4 rows in set (0.00 sec) From JoopvandeWege at mococo.nl Mon Jul 23 15:14:21 2007 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Mon, 23 Jul 2007 21:14:21 +0200 Subject: [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: References: <589c94400707231045x44ef0cf2nc9591c709efecb7f@mail.gmail.com> Message-ID: <46A4FE0D.8050300@mococo.nl> Brian Kerr wrote: > On 7/23/07, Ruslan Zakirov wrote: >> Do I understand right that the query is like "Requestor.EmailAddress = >> 'xxx' OR Status = 'new' OR Status = 'open'"? >> * Note all binary operators (aggregators) are ORs. > > The above queries were done with status delimiters. > > The query breaks whether or not Status is involved. Here is one of > the broken queries without Status. The database query below is > directly from "Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom'" > formed in query builder. I get the same query out of Oracle when doing this with rt-3.6.4. This is what I copy from Edit Query->Advanced: Requestor.EmailAddress LIKE 'Joop%' AND Owner = 'Joop' Which results in this: SELECT COUNT (DISTINCT main.ID) FROM tickets main CROSS JOIN users users_3 JOIN GROUPS groups_1 ON (groups_1.domain = 'RT::Ticket-Role') AND (groups_1.TYPE = 'Requestor') AND (groups_1.INSTANCE = main.ID) JOIN cachedgroupmembers cachedgroupmembers_2 ON (cachedgroupmembers_2.memberid = users_3.ID) AND (cachedgroupmembers_2.groupid = groups_1.ID) WHERE (main.status != 'deleted') AND ( ( LOWER (users_3.emailaddress) LIKE '%joop%%' AND cachedgroupmembers_2.ID IS NOT NULL ) AND main.owner = '62' ) AND (main.TYPE = 'ticket') AND (main.effectiveid = main.ID) And it is 'expensive' in that it does a full table scan of Tickets because of the %Joop% which will kill any usage of an index on emailaddress. Plan SELECT STATEMENT ALL_ROWSCost: 143 11 SORT GROUP BY Bytes: 110 Cardinality: 1 10 NESTED LOOPS Cost: 143 Bytes: 110 Cardinality: 1 7 NESTED LOOPS Cost: 142 Bytes: 80 Cardinality: 1 4 NESTED LOOPS Cost: 140 Bytes: 65 Cardinality: 1 1 TABLE ACCESS FULL TABLE RT_USER.TICKETS Cost: 138 Bytes: 31 Cardinality: 1 3 TABLE ACCESS BY INDEX ROWID TABLE RT_USER.GROUPS Cost: 2 Bytes: 34 Cardinality: 1 2 INDEX RANGE SCAN INDEX RT_USER.GROUPS3 Cost: 1 Cardinality: 4 6 TABLE ACCESS BY INDEX ROWID TABLE RT_USER.CACHEDGROUPMEMBERS Cost: 2 Bytes: 30 Cardinality: 2 5 INDEX RANGE SCAN INDEX RT_USER.GROUPID_IDX Cost: 1 Cardinality: 2 9 TABLE ACCESS BY INDEX ROWID TABLE RT_USER.USERS Cost: 1 Bytes: 30 Cardinality: 1 8 INDEX UNIQUE SCAN INDEX (UNIQUE) RT_USER.USERS_KEY Cost: 0 Cardinality: 1 Changing %Joop% to Joop% gives a index scan instead of full table scan. This is one of the things changed in our production RT. People need to add explicitly wildcards and they know that they are in for a wait if they ask for %text% ! I don't know your ticket/user count but this query performs quite good, round 200-300msec for 75 rows retrieved. > SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS > JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = > 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( > Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers > CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id > ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE > (main.Status != 'deleted') AND (main.Owner = '58936' OR ( > Users_3.EmailAddress LIKE '%tom%' AND CachedGroupMembers_2.id IS NOT > NULL ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) Joop From KFCrocker at lbl.gov Mon Jul 23 16:14:56 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 23 Jul 2007 13:14:56 -0700 Subject: [rt-users] another reminders question Message-ID: <46A50C40.4070704@lbl.gov> To all, Anyone have an idea why a reminder does not get resolved automatically when the ticket it refers to is resolved? Kenn LBNL From joliver at john-oliver.net Mon Jul 23 16:25:23 2007 From: joliver at john-oliver.net (John Oliver) Date: Mon, 23 Jul 2007 13:25:23 -0700 Subject: [rt-users] RT not connecting to database? Message-ID: <20070723202523.GA14368@ns.sdsitehosting.net> When I hit my RT install in a browser, I get an Internet Server Error. The error_log says: DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't connect to MySQL server on '10.12.14.149' (13) at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed Can't connect to MySQL server on '10.12.14.149' (13) at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205 [Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error. [Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end of script headers: mason_handler.fcgi But: [root at rt3 ~]# mysqladmin -h 10.12.14.149 -u rt_user -p ping Enter password: mysqld is alive The MySQL server is up, running, and available. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From torsten.brumm at Kuehne-Nagel.com Mon Jul 23 17:13:41 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 23 Jul 2007 23:13:41 +0200 Subject: AW: [rt-users] RT not connecting to database? Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039448561F@w3hamboex11.ger.win.int.kn> Does this error happen all the time or after a longer time without any usage? Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Mon Jul 23 22:25:23 2007 Subject: [rt-users] RT not connecting to database? When I hit my RT install in a browser, I get an Internet Server Error. The error_log says: DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't connect to MySQL server on '10.12.14.149' (13) at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 Connect Failed Can't connect to MySQL server on '10.12.14.149' (13) at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205 [Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer: mod_fcgid: read data from fastcgi server error. [Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end of script headers: mason_handler.fcgi But: [root at rt3 ~]# mysqladmin -h 10.12.14.149 -u rt_user -p ping Enter password: mysqld is alive The MySQL server is up, running, and available. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Jul 23 18:46:24 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 23 Jul 2007 15:46:24 -0700 Subject: [rt-users] RT 3.6.4 query results question Message-ID: <46A52FC0.5050707@lbl.gov> To all, We are currently testing RT 3.6.4 and in executing a query, the results came out fine. We editted the query to change the sort to use requestor(E_mail_id) as the first criteria and ID as second. There was no display of results, although the result page indicated a bunch of tickets found. We changed the sort order again and selected ID as first and Queue as second and this time we got tickets displayed. Why would RT say it found a bunch of tickets in a search and not display the report? Kenn LBNL From stroke_of_death at yahoo.com Mon Jul 23 18:55:30 2007 From: stroke_of_death at yahoo.com (Sean) Date: Mon, 23 Jul 2007 15:55:30 -0700 (PDT) Subject: [rt-users] Custom field problem Message-ID: <699957.24409.qm@web58703.mail.re1.yahoo.com> All, Not sure if this is two seperate questions or not. I am running RT 3.6.4. I am trying to create a custom field that I want to be mandatory. Basically, Im not concerned if it's there when the ticket is created, but when my RT admins close the ticket (always through the GUI, not through email or anything) I want to make sure they have selected one of the values. I have tried CF's of both "ticket" and "ticket transaction" type, and I have tried various values in the validation field. Perhaps the word "Mandatory" threw my off and there isn't really such a thing? I may be helpful to list everything I have tried in the validation field, but that would be a long, long list. The problem basically exibits itself where I open the ticket, and try and resolve the ticket. It lets me, without putting anything in that field. (it bassically defaults to (no value) I even tried in the validation field to put the pre-formed date validation, and nothing stops the ticket from being closed. Any suggestions? Thanks. ____________________________________________________________________________________ Boardwalk for $500? In 2007? Ha! Play Monopoly Here and Now (it's updated for today's economy) at Yahoo! Games. http://get.games.yahoo.com/proddesc?gamekey=monopolyherenow From joliver at john-oliver.net Mon Jul 23 19:57:40 2007 From: joliver at john-oliver.net (John Oliver) Date: Mon, 23 Jul 2007 16:57:40 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039448561F@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039448561F@w3hamboex11.ger.win.int.kn> Message-ID: <20070723235740.GA18258@ns.sdsitehosting.net> On Mon, Jul 23, 2007 at 11:13:41PM +0200, Ham MI-ID, Torsten Brumm wrote: > Does this error happen all the time or after a longer time without any usage? All the time. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > To: rt-users at lists.bestpractical.com > Sent: Mon Jul 23 22:25:23 2007 > Subject: [rt-users] RT not connecting to database? > > When I hit my RT install in a browser, I get an Internet Server Error. > The error_log says: > > DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't > connect to MySQL server on '10.12.14.149' (13) at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 > Connect Failed Can't connect to MySQL server on '10.12.14.149' (13) > at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205 > [Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer: > mod_fcgid: read data from fastcgi server error. > [Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end > of script headers: mason_handler.fcgi I can run mason_handler.fcgi from the command line and get results, so... some issue with the Apache configuration? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From joliver at john-oliver.net Mon Jul 23 20:00:49 2007 From: joliver at john-oliver.net (John Oliver) Date: Mon, 23 Jul 2007 17:00:49 -0700 Subject: [rt-users] Wiki horked up? Message-ID: <20070724000049.GB18258@ns.sdsitehosting.net> I tried to log in to the wiki page. No can do. It doesn't remember my password, and it won'tt ake any of my "usual" passwords, and there's no link for "I forgot my password", and I can't recreate an account with a known password, and I can't create an entirely new account. No "Contact" link, and Googling for help on Kwiki doesn't turn up anything. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From avo at trustsec.de Tue Jul 24 03:16:12 2007 From: avo at trustsec.de (Andreas =?iso-8859-1?Q?V=F6gele?=) Date: Tue, 24 Jul 2007 09:16:12 +0200 Subject: [rt-users] Re: Custom field problem References: <699957.24409.qm@web58703.mail.re1.yahoo.com> Message-ID: <87k5squv9f.fsf@solon.arundel.trustsec.de> Sean writes: > All, > > Not sure if this is two seperate questions or not. > > I am running RT 3.6.4. > > I am trying to create a custom field that I want to be > mandatory. Basically, Im not concerned if it's there when the ticket > is created, but when my RT admins close the ticket (always through > the GUI, not through email or anything) I want to make sure they > have selected one of the values. [...] You can write a scrip that reopens the ticket unless the custom field is set. This solution isn't nice but easy to set up. From blindcoder at scavenger.homeip.net Tue Jul 24 05:13:39 2007 From: blindcoder at scavenger.homeip.net (Benjamin Schieder) Date: Tue, 24 Jul 2007 11:13:39 +0200 Subject: [rt-users] Ticket creation fails sporadically (RT 3.4.5) Message-ID: <20070724091339.GC16501@scavenger.homeip.net> Hi List. I'm using RT 3.4.5 for a while now. Recently, load on the ticket system has increased from a ticket a week to several tickets a day. Now some users are experiencing problems with ticket creation. When they create a new ticket using the webinterface, the ticket is not always created. Mails are sent to users, but no ticket appears in the database. This has happened to several users in several different queues. After a few (sometimes up to ten) retries, the ticket is finally created and the mis-tries are also counted in the ticket numbers. Example: Next ticket would be #300. Ticket creation fails 5 times, then succeeds. Ticket number then is #305. I am, however, not able to reproduce this error on my workstation. The logfile indicates that "the mysql server has gone away". Whatever that means. The MySQL server is located on the same machine and spoken to via socket. I've confirmed that CPU load was at near-100% idle and free RAM was around 300 MB (according to `top'). A screenshot of the error is at: https://pallas.crash-override.net/~blindcoder/RT-Fehler.jpg The complete `debug'-level Logfile of an error (~170 kiB) is at: https://pallas.crash-override.net/~blindcoder/log.txt If any of you have an idea as to the root of the cause, I'd be happy to hear about it :-) If there's an information needed that I missed, please also let me know. Greetings, Benjamin From tom at snnap.net Tue Jul 24 07:02:08 2007 From: tom at snnap.net (Tom Storey) Date: Tue, 24 Jul 2007 20:32:08 +0930 Subject: [rt-users] Autoreply scrip doesnt execute References: <029e01c7cc54$c50189c0$1e9019ac@laptom> <6.2.1.2.2.20070723090936.0250c118@mail.sdsu.edu> Message-ID: <031e01c7cde2$13e6e330$1e9019ac@laptom> Hi Gene, Thanks for your suggestion. When I name my template Autoreply (previously it was named "tunnel: Autoreply", for the "tunnel" queue), I dont get any response at all, not even the default template :-) I did also try naming my scrip Autoreply, but same result. When the Template is named Autoreply, nothing happens at all. I do get automatic reply when I resolve the tickets, however. Any other suggestions? I really would prefer to avoid having to use the global default as I would like to convey queue specific information to requestors. Thanks, Tom ----- Original Message ----- From: Gene LeDuc To: Tom Storey Cc: RT-Users at lists.bestpractical.com Sent: Tuesday, July 24, 2007 1:53 AM Subject: Re: [rt-users] Autoreply scrip doesnt execute Hi Tom, Try naming your local template Autoreply If a queue template has the same name as a global template it will be used instead of the global. I think this is what you want. It would seem that your scrip should work, but it might be that RT only triggers one scrip per transaction and that the global OnCreate is winning the coin toss. Early on I disabled every global scrip and just create the ones that I need locally. This way there are no surprises when RT sends a reply that I didn't want sent. I do have 1 global scrip, but I wrote it and I know that I want it to work across all queues (it's an e-mail password reset scrip). Regards, Gene At 04:38 AM 7/22/2007, Tom Storey wrote: This afternoon I installed RT 3.6.4, Ive setup a queue, I can email into it, I can get a response to say a ticket has been created, but I cannot seem to get it to reply with my own custom message. Unless Im missing something so bleedingly obvious, this is what Ive done: 1. Click on Configuration, Queues, select my queue, click Templates, and create a template 2. click on Scrips, then New scrip, and add a scrip using the following parameters: Description: Requestor creates ticket Condition: On Create Action: Autoreply To Requestors Template: the template I created above Stage: TransactionCreate 3. send a new test email to my queue However, I still receive an auto reply message as per the global default template. Have I missed something, or is it not working as it should? -- Gene LeDuc, GSEC Security Analyst San Diego State University -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at snnap.net Tue Jul 24 07:25:00 2007 From: tom at snnap.net (Tom Storey) Date: Tue, 24 Jul 2007 20:55:00 +0930 Subject: [rt-users] Autoreply scrip doesnt execute References: <029e01c7cc54$c50189c0$1e9019ac@laptom><6.2.1.2.2.20070723090936.0250c118@mail.sdsu.edu> <031e01c7cde2$13e6e330$1e9019ac@laptom> Message-ID: <033801c7cde5$4612cab0$1e9019ac@laptom> Nevermind I got it working. Seems it doesnt like it if the template doesnt have "Subject: AutoReply: {$Ticket->Subject}" at the beginning of it, which Im assuming must be an actual email header for the subject. Now its working. Though I ran into a second issue which Ive since resolved too, which was that I was then getting two autoresponses to say the ticket had been created. That was fixed easily enough by disabling the global default. Something I would have also preferred to not neccessarily have to do, but I can live with creating scrips and templates for each queue more than I can live with having to only use the global default :-) Now if only I had found that in some documentation somewhere... :-P Thanks again! ----- Original Message ----- From: Tom Storey To: Gene LeDuc Cc: RT-Users at lists.bestpractical.com Sent: Tuesday, July 24, 2007 8:32 PM Subject: Re: [rt-users] Autoreply scrip doesnt execute Hi Gene, Thanks for your suggestion. When I name my template Autoreply (previously it was named "tunnel: Autoreply", for the "tunnel" queue), I dont get any response at all, not even the default template :-) I did also try naming my scrip Autoreply, but same result. When the Template is named Autoreply, nothing happens at all. I do get automatic reply when I resolve the tickets, however. Any other suggestions? I really would prefer to avoid having to use the global default as I would like to convey queue specific information to requestors. Thanks, Tom ----- Original Message ----- From: Gene LeDuc To: Tom Storey Cc: RT-Users at lists.bestpractical.com Sent: Tuesday, July 24, 2007 1:53 AM Subject: Re: [rt-users] Autoreply scrip doesnt execute Hi Tom, Try naming your local template Autoreply If a queue template has the same name as a global template it will be used instead of the global. I think this is what you want. It would seem that your scrip should work, but it might be that RT only triggers one scrip per transaction and that the global OnCreate is winning the coin toss. Early on I disabled every global scrip and just create the ones that I need locally. This way there are no surprises when RT sends a reply that I didn't want sent. I do have 1 global scrip, but I wrote it and I know that I want it to work across all queues (it's an e-mail password reset scrip). Regards, Gene At 04:38 AM 7/22/2007, Tom Storey wrote: This afternoon I installed RT 3.6.4, Ive setup a queue, I can email into it, I can get a response to say a ticket has been created, but I cannot seem to get it to reply with my own custom message. Unless Im missing something so bleedingly obvious, this is what Ive done: 1. Click on Configuration, Queues, select my queue, click Templates, and create a template 2. click on Scrips, then New scrip, and add a scrip using the following parameters: Description: Requestor creates ticket Condition: On Create Action: Autoreply To Requestors Template: the template I created above Stage: TransactionCreate 3. send a new test email to my queue However, I still receive an auto reply message as per the global default template. Have I missed something, or is it not working as it should? -- Gene LeDuc, GSEC Security Analyst San Diego State University ------------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Tue Jul 24 09:32:30 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 24 Jul 2007 09:32:30 -0400 Subject: [rt-users] Autoreply scrip doesnt execute In-Reply-To: <033801c7cde5$4612cab0$1e9019ac@laptom> References: <029e01c7cc54$c50189c0$1e9019ac@laptom> <6.2.1.2.2.20070723090936.0250c118@mail.sdsu.edu> <031e01c7cde2$13e6e330$1e9019ac@laptom> <033801c7cde5$4612cab0$1e9019ac@laptom> Message-ID: <6.2.3.4.2.20070724092926.040197d8@po14.mit.edu> At Tuesday 7/24/2007 07:25 AM, Tom Storey wrote: >Nevermind I got it working. > >Seems it doesnt like it if the template doesnt have "Subject: >AutoReply: {$Ticket->Subject}" at the beginning of it, which Im >assuming must be an actual email header for the subject. > Tom, A template should either have an email header as the first line (with at least one blank line between headers and the message body) or no headers, but at least one blank line at the top. Another way of saying that is headers are optional, but you always need at least one blank line before the body. You may have found them, but the RT log would probably have shown error messages from the invalid template. Steve From tom at snnap.net Tue Jul 24 09:56:17 2007 From: tom at snnap.net (Tom Storey) Date: Tue, 24 Jul 2007 23:26:17 +0930 Subject: [rt-users] Autoreply scrip doesnt execute References: <029e01c7cc54$c50189c0$1e9019ac@laptom><6.2.1.2.2.20070723090936.0250c118@mail.sdsu.edu><031e01c7cde2$13e6e330$1e9019ac@laptom><033801c7cde5$4612cab0$1e9019ac@laptom> <6.2.3.4.2.20070724092926.040197d8@po14.mit.edu> Message-ID: <039701c7cdfa$685d46d0$1e9019ac@laptom> Steve, Thanks for the info. Its all comming together now. I guess some sort of error message or warning in the web interface when creating the template would have been helpful, rather than having to experiment (as I have been doing) or looking into log files to determine what the issue is. Surely it cant be too hard to implement a series of validations to at the very least point out to the user that the information they have supplied is incorrect and might not work. Would have saved me some head scratching :-) Perhaps its documented better in places I havnt looked yet, though I'd have thought the documentation on the BP website would have been thorough enough. I found it quite lacking for a beginner at administering RT (Ive used RT in the past, but only as a user processing tickets). Thanks again. ----- Original Message ----- From: "Stephen Turner" To: Sent: Tuesday, July 24, 2007 11:02 PM Subject: Re: [rt-users] Autoreply scrip doesnt execute > At Tuesday 7/24/2007 07:25 AM, Tom Storey wrote: > >Nevermind I got it working. > > > >Seems it doesnt like it if the template doesnt have "Subject: > >AutoReply: {$Ticket->Subject}" at the beginning of it, which Im > >assuming must be an actual email header for the subject. > > > > Tom, > > A template should either have an email header as the first line (with > at least one blank line between headers and the message body) or no > headers, but at least one blank line at the top. Another way of > saying that is headers are optional, but you always need at least one > blank line before the body. You may have found them, but the RT log > would probably have shown error messages from the invalid template. > > 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 stroke_of_death at yahoo.com Tue Jul 24 10:39:06 2007 From: stroke_of_death at yahoo.com (Sean) Date: Tue, 24 Jul 2007 07:39:06 -0700 (PDT) Subject: [rt-users] Re: Custom field problem Message-ID: <20070724143906.69527.qmail@web58705.mail.re1.yahoo.com> So there is no way to make having a value in a custom field mandatory? I was hoping that the "validation" step would take care of this, but I guess that doesn't kick in until you manually enter something then it validates against what you have selected or entered. ----- Original Message ---- From: Andreas V?gele To: rt-users at lists.fsck.com Sent: Tuesday, July 24, 2007 2:16:12 AM Subject: [rt-users] Re: Custom field problem Sean writes: > All, > > Not sure if this is two seperate questions or not. > > I am running RT 3.6.4. > > I am trying to create a custom field that I want to be > mandatory. Basically, Im not concerned if it's there when the ticket > is created, but when my RT admins close the ticket (always through > the GUI, not through email or anything) I want to make sure they > have selected one of the values. [...] You can write a scrip that reopens the ticket unless the custom field is set. This solution isn't nice but easy to set up. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ____________________________________________________________________________________Ready for the edge of your seat? Check out tonight's top picks on Yahoo! TV. http://tv.yahoo.com/ From forrestarthur at gmail.com Tue Jul 24 10:54:12 2007 From: forrestarthur at gmail.com (Forrest Blount) Date: Tue, 24 Jul 2007 10:54:12 -0400 Subject: [rt-users] Re: Custom field problem In-Reply-To: <20070724143906.69527.qmail@web58705.mail.re1.yahoo.com> References: <20070724143906.69527.qmail@web58705.mail.re1.yahoo.com> Message-ID: Validation works fine in our system, as do the Mandatory fields... I think we need more information regarding how your system is customized... For instance, what do you mean you've tried this on custom fields of "Ticket" and "Ticket Transaction" types. These types aren't available in our 3.6.4version, so I'm guessing they've been added/modified which might be breaking the validation/mandatory functions. Have you tried either with a basic "Enter one value" or "Select one value" type custom field? Forrest On 7/24/07, Sean wrote: > > So there is no way to make having a value in a custom field mandatory? > I was hoping that the "validation" step would take care of this, but I > guess that doesn't > kick in until you manually enter something then it validates against what > you have selected or entered. > > > > ----- Original Message ---- > From: Andreas V?gele > To: rt-users at lists.fsck.com > Sent: Tuesday, July 24, 2007 2:16:12 AM > Subject: [rt-users] Re: Custom field problem > > > Sean writes: > > > All, > > > > Not sure if this is two seperate questions or not. > > > > I am running RT 3.6.4. > > > > I am trying to create a custom field that I want to be > > mandatory. Basically, Im not concerned if it's there when the ticket > > is created, but when my RT admins close the ticket (always through > > the GUI, not through email or anything) I want to make sure they > > have selected one of the values. [...] > > You can write a scrip that reopens the ticket unless the custom field > is set. This solution isn't nice but easy to set up. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > ____________________________________________________________________________________Ready > for the edge of your seat? > Check out tonight's top picks on Yahoo! TV. > http://tv.yahoo.com/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Tue Jul 24 12:16:38 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 24 Jul 2007 09:16:38 -0700 Subject: [rt-users] Autoreply scrip doesnt execute In-Reply-To: <033801c7cde5$4612cab0$1e9019ac@laptom> References: <029e01c7cc54$c50189c0$1e9019ac@laptom> <6.2.1.2.2.20070723090936.0250c118@mail.sdsu.edu> <031e01c7cde2$13e6e330$1e9019ac@laptom> <033801c7cde5$4612cab0$1e9019ac@laptom> Message-ID: <46A625E6.7080702@lbl.gov> Tom, I had the same problem in terms of the blank line requirement after headers. However, on page 137 of the Essentials book, there is a little comment about content in a template and it reads "RT treats each line as a header until it finds a blank line". I guess I was supposed to intuitively figure that a blank line is needed after the header. Oh well. nice to see I'm not so odd after all. As to global scrips and templates, I have disabled all except correspondence and replaced them with our own with different names using our own templates (different names as well). No duplicate E_mails and they all work fine. You might want to come up with a naming scheme for the types of notification scrips you will want and disable all other scrips for the same actions. Kenn LBNL Tom Storey wrote: > Nevermind I got it working. > > Seems it doesnt like it if the template doesnt have "Subject: AutoReply: > {$Ticket->Subject}" at the beginning of it, which Im assuming must be an > actual email header for the subject. > > Now its working. > > Though I ran into a second issue which Ive since resolved too, which was > that I was then getting two autoresponses to say the ticket had been > created. That was fixed easily enough by disabling the global default. > Something I would have also preferred to not neccessarily have to do, > but I can live with creating scrips and templates for each queue more > than I can live with having to only use the global default :-) > > Now if only I had found that in some documentation somewhere... :-P > > Thanks again! > > ----- Original Message ----- > *From:* Tom Storey > *To:* Gene LeDuc > *Cc:* RT-Users at lists.bestpractical.com > > *Sent:* Tuesday, July 24, 2007 8:32 PM > *Subject:* Re: [rt-users] Autoreply scrip doesnt execute > > Hi Gene, > > Thanks for your suggestion. > > When I name my template Autoreply (previously it was named "tunnel: > Autoreply", for the "tunnel" queue), I dont get any response at all, > not even the default template :-) > > I did also try naming my scrip Autoreply, but same result. When the > Template is named Autoreply, nothing happens at all. > > I do get automatic reply when I resolve the tickets, however. > > Any other suggestions? > > I really would prefer to avoid having to use the global default as I > would like to convey queue specific information to requestors. > > Thanks, > Tom > > ----- Original Message ----- > *From:* Gene LeDuc > *To:* Tom Storey > *Cc:* RT-Users at lists.bestpractical.com > > *Sent:* Tuesday, July 24, 2007 1:53 AM > *Subject:* Re: [rt-users] Autoreply scrip doesnt execute > > Hi Tom, > > Try naming your local template Autoreply > > If a queue template has the same name as a global template it > will be used instead of the global. I think this is what you want. > > It would seem that your scrip should work, but it might be that > RT only triggers one scrip per transaction and that the global > OnCreate is winning the coin toss. Early on I disabled every > global scrip and just create the ones that I need locally. This > way there are no surprises when RT sends a reply that I didn't > want sent. I do have 1 global scrip, but I wrote it and I know > that I want it to work across all queues (it's an e-mail > password reset scrip). > > Regards, > Gene > > At 04:38 AM 7/22/2007, Tom Storey wrote: >> This afternoon I installed RT 3.6.4, Ive setup a queue, I can >> email into it, I can get a response to say a ticket has been >> created, but I cannot seem to get it to reply with my own >> custom message. >> >> Unless Im missing something so bleedingly obvious, this is >> what Ive done: >> >> 1. Click on Configuration, Queues, select my queue, click >> Templates, and create a template >> 2. click on Scrips, then New scrip, and add a scrip using the >> following parameters: >> >> Description: Requestor creates ticket >> Condition: On Create >> Action: Autoreply To Requestors >> Template: the template I created above >> Stage: TransactionCreate >> >> 3. send a new test email to my queue >> >> However, I still receive an auto reply message as per the >> global default template. >> >> Have I missed something, or is it not working as it should? > > > -- > Gene LeDuc, GSEC > Security Analyst > San Diego State University > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From stroke_of_death at yahoo.com Tue Jul 24 12:42:10 2007 From: stroke_of_death at yahoo.com (Sean) Date: Tue, 24 Jul 2007 09:42:10 -0700 (PDT) Subject: [rt-users] Re: Custom field problem Message-ID: <79486.81017.qm@web58709.mail.re1.yahoo.com> Hi Forrest, I havn't really made any customizations surrounding the custom field area. I have added RTx::Statistics, and RTx::AssetTracker, the calender extension, and thats it as far as customizations above and beyond the normal RT. For the "Ticket" vs "Ticket Transaction" type, I am referring to: I click "configuration" then "Custom Fields" then click on the custom field I have created I see "Name", Description", "Type", "Applies to", "validation", a checkbox for enabled, "link values to" and "Include page" The "Ticket" vs "ticket transaction" types are under "Applies to", under "Applies to" you can choose Tickets, Groups, Users, Assets, Ticket Transactions If you choose ticket, when you look at a ticket, you can see the custom value there. If I choose ticket transactions, you don't see the custom field in the main ticket page, but if I were to click "Resolve", it shows up there. It also shows up under "basics" I have tried with "Select one value" as there are a limited list of 7 different values I need the user to choose from, and Enter one value would be freeform, and the reg-ex involved in the validation would be extrodinarily complicated and wouldn't be very easy to change, so I need to stick with the "select one value" type. It defaults to (no value) - right now the Validation field says: (?#Mandatory)(^[A-Z]) - I have tried adding various things after the "(?#Mandatory)" so perhaps my validation string is wrong? The values to select between are all one letter words beginnning with captial letters. ----- Original Message ---- From: Forrest Blount To: Sean Cc: Andreas V?gele ; rt-users at lists.fsck.com Sent: Tuesday, July 24, 2007 9:54:12 AM Subject: Re: [rt-users] Re: Custom field problem Validation works fine in our system, as do the Mandatory fields... I think we need more information regarding how your system is customized... For instance, what do you mean you've tried this on custom fields of "Ticket" and "Ticket Transaction" types. These types aren't available in our 3.6.4 version, so I'm guessing they've been added/modified which might be breaking the validation/mandatory functions. Have you tried either with a basic "Enter one value" or "Select one value" type custom field? Forrest On 7/24/07, Sean wrote: So there is no way to make having a value in a custom field mandatory? I was hoping that the "validation" step would take care of this, but I guess that doesn't kick in until you manually enter something then it validates against what you have selected or entered. ----- Original Message ---- From: Andreas V?gele To: rt-users at lists.fsck.com Sent: Tuesday, July 24, 2007 2:16:12 AM Subject: [rt-users] Re: Custom field problem Sean writes: > All, > > Not sure if this is two seperate questions or not. > > I am running RT 3.6.4. > > I am trying to create a custom field that I want to be > mandatory. Basically, Im not concerned if it's there when the ticket > is created, but when my RT admins close the ticket (always through > the GUI, not through email or anything) I want to make sure they > have selected one of the values. [...] You can write a scrip that reopens the ticket unless the custom field is set. This solution isn't nice but easy to set up. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ____________________________________________________________________________________Ready for the edge of your seat? Check out tonight's top picks on Yahoo! TV. http://tv.yahoo.com/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ____________________________________________________________________________________ Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos & more. http://mobile.yahoo.com/go?refer=1GNXIC -------------- next part -------------- An HTML attachment was scrubbed... URL: From forrestarthur at gmail.com Tue Jul 24 12:59:10 2007 From: forrestarthur at gmail.com (Forrest Blount) Date: Tue, 24 Jul 2007 12:59:10 -0400 Subject: [rt-users] Re: Custom field problem In-Reply-To: <79486.81017.qm@web58709.mail.re1.yahoo.com> References: <79486.81017.qm@web58709.mail.re1.yahoo.com> Message-ID: Sean, Maybe you can show us the values (or equivalents) you're trying to allow for the "Select one value" type. I think if the validation string didn't match any of the values you've entered as options, defaulting to no value wouldn't be a horrible thing for RT to do. Also: what's wrong with using the (?#Mandatory). string as is? the "." means that something other than null has to be selected... This is the only capacity I have used the mandatory requirement with, but it does work fine. In the string you included it would only allow values with 1 letter A-Z ie ("Q")to be entered... change to (?#Mandatory)(^[A-Z]+$) to allow more ie("Quit")... Apologies if I'm telling you things you already know. Forrest On 7/24/07, Sean wrote: > > Hi Forrest, > > I havn't really made any customizations surrounding the custom field area. > I have added > RTx::Statistics, and RTx::AssetTracker, the calender extension, and thats > it as far > as customizations above and beyond the normal RT. > > For the "Ticket" vs "Ticket Transaction" type, I am referring to: > I click "configuration" then "Custom Fields" then click on the custom > field I have created > I see "Name", Description", "Type", "Applies to", "validation", a checkbox > for enabled, "link values to" and "Include page" > The "Ticket" vs "ticket transaction" types are under "Applies to", under > "Applies to" you can > choose Tickets, Groups, Users, Assets, Ticket Transactions > > If you choose ticket, when you look at a ticket, you can see the custom > value there. If I choose ticket transactions, you don't see the custom field > in the main ticket page, but if I were to click "Resolve", it shows up > there. It also shows up under "basics" > > I have tried with "Select one value" as there are a limited list of 7 > different values I need the user to choose from, and Enter one value would > be freeform, and the reg-ex involved in the validation would be > extrodinarily complicated and wouldn't be very easy to change, so I need to > stick with the "select one value" type. > > It defaults to (no value) - right now the Validation field says: > (?#Mandatory)(^[A-Z]) - I have tried adding various things after the > "(?#Mandatory)" > so perhaps my validation string is wrong? > The values to select between are all one letter words beginnning with > captial letters. > > > ----- Original Message ---- > From: Forrest Blount > To: Sean > Cc: Andreas V?gele ; rt-users at lists.fsck.com > Sent: Tuesday, July 24, 2007 9:54:12 AM > Subject: Re: [rt-users] Re: Custom field problem > > Validation works fine in our system, as do the Mandatory fields... I think > we need more information regarding how your system is customized... For > instance, what do you mean you've tried this on custom fields of "Ticket" > and "Ticket Transaction" types. These types aren't available in our 3.6.4version, so I'm guessing they've been added/modified which might be breaking > the validation/mandatory functions. > > Have you tried either with a basic "Enter one value" or "Select one value" > type custom field? > > Forrest > > On 7/24/07, Sean wrote: > > > > So there is no way to make having a value in a custom field mandatory? > > I was hoping that the "validation" step would take care of this, but I > > guess that doesn't > > kick in until you manually enter something then it validates against > > what you have selected or entered. > > > > > > > > ----- Original Message ---- > > From: Andreas V?gele > > To: rt-users at lists.fsck.com > > Sent: Tuesday, July 24, 2007 2:16:12 AM > > Subject: [rt-users] Re: Custom field problem > > > > > > Sean writes: > > > > > All, > > > > > > Not sure if this is two seperate questions or not. > > > > > > I am running RT 3.6.4. > > > > > > I am trying to create a custom field that I want to be > > > mandatory. Basically, Im not concerned if it's there when the ticket > > > is created, but when my RT admins close the ticket (always through > > > the GUI, not through email or anything) I want to make sure they > > > have selected one of the values. [...] > > > > You can write a scrip that reopens the ticket unless the custom field > > is set. This solution isn't nice but easy to set up. > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > ____________________________________________________________________________________Ready > > for the edge of your seat? > > Check out tonight's top picks on Yahoo! TV. > > http://tv.yahoo.com/ > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > ------------------------------ > Get the Yahoo! toolbar and be alerted to new email > wherever > you're surfing. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Tue Jul 24 13:18:53 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 24 Jul 2007 18:18:53 +0100 Subject: [rt-users] scripting setting Group Rights on Queues Message-ID: <46A6347D.5030308@pipex.net> Hi there; RT 3.6.1 , apach2 mysql5, mod_perl2 I got 30 or so queues and I would like to assign a particular group a set of rights to these queues, has anyone scripted anything like this , I looked in Admin/Queues/GroupRights.html and traced the function I need to ProcessACLChanges in Interface/Web.pm, however I not sure how to call this function, can anyone help?? Regards; Roy From joliver at john-oliver.net Tue Jul 24 13:20:27 2007 From: joliver at john-oliver.net (John Oliver) Date: Tue, 24 Jul 2007 10:20:27 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB0394485620@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB0394485620@w3hamboex11.ger.win.int.kn> Message-ID: <20070724172027.GB4741@ns.sdsitehosting.net> On Tue, Jul 24, 2007 at 08:13:24AM +0200, Ham MI-ID, Torsten Brumm wrote: > Is the server at the same box or on a separated box? How does your setup looks like? The database is on a separate host. It can be accessed with mysqladmin from the host running RT, so there isn't a firewall or anything. > -----Original Message----- > > On Mon, Jul 23, 2007 at 11:13:41PM +0200, Ham MI-ID, Torsten Brumm wrote: > > Does this error happen all the time or after a longer time without any usage? > > All the time. > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > To: rt-users at lists.bestpractical.com > > Sent: Mon Jul 23 22:25:23 2007 > > Subject: [rt-users] RT not connecting to database? > > > > When I hit my RT install in a browser, I get an Internet Server Error. > > The error_log says: > > > > DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't > > connect to MySQL server on '10.12.14.149' (13) at > > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 > > Connect Failed Can't connect to MySQL server on '10.12.14.149' (13) > > at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205 > > [Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer: > > mod_fcgid: read data from fastcgi server error. > > [Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end > > of script headers: mason_handler.fcgi > > I can run mason_handler.fcgi from the command line and get results, > so... some issue with the Apache configuration? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From sunlist at yahoo.com Tue Jul 24 14:40:20 2007 From: sunlist at yahoo.com (mailing list) Date: Tue, 24 Jul 2007 11:40:20 -0700 (PDT) Subject: [rt-users] Populating the User -> Preferences (LDAP related?) Message-ID: <747715.15954.qm@web63811.mail.re1.yahoo.com> RT 3.6.3 running on Solaris 10. How can I get RT to populate all the fields in the User-Preferences (Identity) portion via LDAP? or can I setup LDAP to ignore all other fields except for username/password and fill out the User Preferences manually? I've been to http://wiki.bestpractical.com/view/LDAP and irc.perl.org and join #rt but no resolution yet. Thank you. Below is from /var/adm/messages, not certain if anything in there helps. Jul 24 11:50:36 net-3 RT: Trying LDAP authentication\n Jul 24 11:50:36 net-3 RT: RT::User::IsLDAPPassword Found LDAP DN: uid=mike,ou=people,dc=domain,dc=edu\n Jul 24 11:50:36 net-3 RT: RT::User::IsLDAPPassword AUTH OK: mike (uid=mike,ou=people,dc=domain,dc=edu) (/opt/rt3/lib/RT/User_Local.pm:227)\n Jul 24 11:50:36 net-3 RT: RT::User::IsPassword auth method IsLDAPPassword SUCCEEDED\n Jul 24 11:50:36 net-3 RT: Successful login for mike from 192.168.1.5 (/opt/rt3/share/html/autohandler:256)\n Jul 24 11:50:37 net-3 RT: RT::Date used date::parse to make 1970-01-01 21600\n Jul 24 11:51:29 net-3 RT: RT::User::CanonicalizeEmailAddress : called with "mike at domain.edu" by RT::User /opt/rt3/lib/RT/User_Overlay.pm 561\n Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo called with baseDN "ou=People,dc=domain,dc=edu" and filter "mail=mike at domain.edu" by RT::User /opt/rt3/lib/RT/User_Local.pm 337\n Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo : ou=People,dc=domain,dc=edu mail=mike at domain.edu => EmailAddress: , Name: , RealName: (/opt/rt3/lib/RT/User_Local.pm:568)\n Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo called with baseDN "ou=People,dc=domain,dc=edu" and filter "mailRoutingAddress=mike at domain.edu" by RT::User /opt/rt3/lib/RT/User_Local.pm 337\n Regards, Mike ____________________________________________________________________________________ Choose the right car based on your needs. Check out Yahoo! Autos new Car Finder tool. http://autos.yahoo.com/carfinder/ From sunlist at yahoo.com Tue Jul 24 15:21:03 2007 From: sunlist at yahoo.com (mailing list) Date: Tue, 24 Jul 2007 12:21:03 -0700 (PDT) Subject: [rt-users] Populating the User -> Preferences (LDAP related?) In-Reply-To: <747715.15954.qm@web63811.mail.re1.yahoo.com> Message-ID: <226434.22384.qm@web63808.mail.re1.yahoo.com> Solved! OK, I solved my issue(s). Edit RT_SiteConfig.pm file and change the Set($LdapExternalInfo, 1); from a 1 to a 0 (zero), hence, LDAP will not retrieve (externally) any information for any of the field. Additionally, this solve my problem of creating new ticket and populating the Requestors, Cc, Admin Cc field. --- mailing list wrote: > RT 3.6.3 running on Solaris 10. > > How can I get RT to populate all the fields in the User-Preferences > (Identity) > portion via LDAP? or can I setup LDAP to ignore all other fields except for > username/password and fill out the User Preferences manually? I've been to > http://wiki.bestpractical.com/view/LDAP and irc.perl.org and join #rt but no > resolution yet. Thank you. > > Below is from /var/adm/messages, not certain if anything in there helps. > > Jul 24 11:50:36 net-3 RT: Trying LDAP authentication\n > Jul 24 11:50:36 net-3 RT: RT::User::IsLDAPPassword Found LDAP DN: > uid=mike,ou=people,dc=domain,dc=edu\n > Jul 24 11:50:36 net-3 RT: RT::User::IsLDAPPassword AUTH OK: mike > (uid=mike,ou=people,dc=domain,dc=edu) (/opt/rt3/lib/RT/User_Local.pm:227)\n > Jul 24 11:50:36 net-3 RT: RT::User::IsPassword auth method IsLDAPPassword > SUCCEEDED\n > Jul 24 11:50:36 net-3 RT: Successful login for mike from 192.168.1.5 > (/opt/rt3/share/html/autohandler:256)\n > Jul 24 11:50:37 net-3 RT: RT::Date used date::parse to make 1970-01-01 > 21600\n > > Jul 24 11:51:29 net-3 RT: RT::User::CanonicalizeEmailAddress : called with > "mike at domain.edu" by RT::User /opt/rt3/lib/RT/User_Overlay.pm 561\n > Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo called with baseDN > "ou=People,dc=domain,dc=edu" and filter "mail=mike at domain.edu" by RT::User > /opt/rt3/lib/RT/User_Local.pm 337\n > Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo : > ou=People,dc=domain,dc=edu mail=mike at domain.edu => EmailAddress: , Name: , > RealName: (/opt/rt3/lib/RT/User_Local.pm:568)\n > Jul 24 11:51:29 net-3 RT: RT::User::LookupExternalUserInfo called with baseDN > "ou=People,dc=domain,dc=edu" and filter "mailRoutingAddress=mike at domain.edu" > by > RT::User /opt/rt3/lib/RT/User_Local.pm 337\n > > Regards, > > Mike > > > > ____________________________________________________________________________________ > Choose the right car based on your needs. Check out Yahoo! Autos new Car > Finder tool. > http://autos.yahoo.com/carfinder/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ____________________________________________________________________________________ Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ From sunlist at yahoo.com Tue Jul 24 15:22:01 2007 From: sunlist at yahoo.com (mailing list) Date: Tue, 24 Jul 2007 12:22:01 -0700 (PDT) Subject: [rt-users] LDAP modification In-Reply-To: <238329.34609.qm@web63807.mail.re1.yahoo.com> Message-ID: <185340.63953.qm@web63815.mail.re1.yahoo.com> Solved! OK, I solved my issue(s). Edit RT_SiteConfig.pm file and change the Set($LdapExternalInfo, 1); from a 1 to a 0 (zero), hence, LDAP will not retrieve (externally) any information for any of the field. Additionally, this solve my problem of creating new ticket and populating the Requestors, Cc, Admin Cc field. --- mailing list wrote: > I believed I narrowed my problem down to an LDAP issue rather than FastCGI > and/or Apache. > > >From http://wiki.bestpractical.com/view/LDAP, I was able to configured RT > 3.6.3 > to use LDAP and successfully log into RT via LDAP authentication. However, > only the username/uid is populated in the "Preferences" for the user's > identity. The field "Email" and "Real Name" is blank. Hence, when opening a > ticket with the field Requestors, CC, and Admin CC causing the user's web > browser to hanged as RT was looking up the fields? Additionally, causing > FastCGI timeout which generated the error message (which derailed me, to > investigate in a different direction). > > The below is what I have in my RT_SiteConfig.pm for LDAP, and it corresponds > to > the field in my LDAP. My question is, why is RT not populating the fields > Mail, Real Name in the Preferences but only uid from LDAP? In addition, > where > do I starts tinkering to get those fields appear in RT? (or what parameters > to > search for at Google/Wiki/etc.) Thank you. > > Set($LdapAttrMap, {'Name' => 'uid', > 'EmailAddress' => 'mail', > 'Organization' => 'o', > 'RealName' => 'cn', > 'ExternalContactInfoId' => 'dn', > 'ExternalAuthId' => 'uid', > 'Gecos' => 'uid', > 'WorkPhone' => 'workphone', > 'Address1' => 'PostalAddress'} > > Regards, > > Mike ____________________________________________________________________________________ Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/ From sunlist at yahoo.com Tue Jul 24 15:24:02 2007 From: sunlist at yahoo.com (mailing list) Date: Tue, 24 Jul 2007 12:24:02 -0700 (PDT) Subject: [rt-users] Apache, FastCGI, or Configuration? In-Reply-To: <676396.57021.qm@web63806.mail.re1.yahoo.com> Message-ID: <32214.55084.qm@web63814.mail.re1.yahoo.com> Neither, it was LDAP related. Solved! OK, I solved my issue(s). Edit RT_SiteConfig.pm file and change the Set($LdapExternalInfo, 1); from a 1 to a 0 (zero), hence, LDAP will not retrieve (externally) any information for any of the field. Additionally, this solve my problem of creating new ticket and populating the Requestors, Cc, Admin Cc field. --- mailing list wrote: > Let's look at this from another angle... > > Do I need to do something in RT configuration (enable/disable) to allow the > field Requestors, CC, and Admin CC to function in "Creating a new ticket" > page? > ie. RT -> Configuration -> Users, Groups, Queues, Custom Fields, Global, > Tools. > Does the three fields above need permission or call upon some other field or > paramaters that I need to enable/disable or overlook in the RT web > configuration? or perhaps I overlooked user/group/queue permission? > > Basically, I went through the queue configuration and gave all rights to > users > and groups to see if this will help but so far no luck. (Attachments and > Subjects seemed to be functioning as normal). > > Regards, > > Mike ____________________________________________________________________________________ Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online. http://smallbusiness.yahoo.com/webhosting From torsten.brumm at Kuehne-Nagel.com Tue Jul 24 16:05:29 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 24 Jul 2007 22:05:29 +0200 Subject: AW: Re: Re: [rt-users] RT not connecting to database? Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039448562B@w3hamboex11.ger.win.int.kn> No, firewall was not my idea behind, have you tried from rtwww to rtdb with mysql -uusername -p -h rtdb and this works? Are the rights granded correctly during the installation? Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Tue Jul 24 19:20:27 2007 Subject: Re: Re: [rt-users] RT not connecting to database? On Tue, Jul 24, 2007 at 08:13:24AM +0200, Ham MI-ID, Torsten Brumm wrote: > Is the server at the same box or on a separated box? How does your setup looks like? The database is on a separate host. It can be accessed with mysqladmin from the host running RT, so there isn't a firewall or anything. > -----Original Message----- > > On Mon, Jul 23, 2007 at 11:13:41PM +0200, Ham MI-ID, Torsten Brumm wrote: > > Does this error happen all the time or after a longer time without any usage? > > All the time. > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > To: rt-users at lists.bestpractical.com > > Sent: Mon Jul 23 22:25:23 2007 > > Subject: [rt-users] RT not connecting to database? > > > > When I hit my RT install in a browser, I get an Internet Server Error. > > The error_log says: > > > > DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't > > connect to MySQL server on '10.12.14.149' (13) at > > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 > > Connect Failed Can't connect to MySQL server on '10.12.14.149' (13) > > at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205 > > [Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer: > > mod_fcgid: read data from fastcgi server error. > > [Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end > > of script headers: mason_handler.fcgi > > I can run mason_handler.fcgi from the command line and get results, > so... some issue with the Apache configuration? -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kerrboy at gmail.com Tue Jul 24 16:06:12 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Tue, 24 Jul 2007 16:06:12 -0400 Subject: [rt-users] Re: query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: References: Message-ID: On 7/23/07, Brian Kerr wrote: > > When doing a search by requestor/owner email address now, we are > > getting a nasty query produced. Here are the details of the query. > > Let me know if you need any more information. > > Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom' Here is what the query looks like when formed in the 3.4.5 query builder. It returns results in less than a second. SELECT COUNT(DISTINCT main.id) FROM (((Tickets main JOIN Groups Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) LEFT JOIN Users Users_3 ON ( Users_3.id = CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.Owner = '58936') ) AND ( (Users_3.EmailAddress LIKE '%tom%') ) ) From slackamp at gmail.com Tue Jul 24 16:34:35 2007 From: slackamp at gmail.com (slamp slamp) Date: Tue, 24 Jul 2007 16:34:35 -0400 Subject: [rt-users] RT At A Glance per group In-Reply-To: <78926d250707171256n74e0621bvbb59c96cca480003@mail.gmail.com> References: <78926d250707171256n74e0621bvbb59c96cca480003@mail.gmail.com> Message-ID: <78926d250707241334m1110994i41707393c301253a@mail.gmail.com> anybody? On 7/17/07, slamp slamp wrote: > is there a way to customize RT At A Glance per group? I only see > configuration on a Global basis or on a per user basis. > > I need this to customize what each group can see in the rt at a glance. > > I have a search that shows oldest unowned tickets and i have a group > that can see everything. but of course i do not want this group to > show all unowned from other groups. > From ruz at bestpractical.com Tue Jul 24 17:23:37 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 Jul 2007 01:23:37 +0400 Subject: [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: References: <589c94400707231045x44ef0cf2nc9591c709efecb7f@mail.gmail.com> Message-ID: <589c94400707241423q3f3f5375ufc2b1a9a3fc410de@mail.gmail.com> On 7/23/07, Brian Kerr wrote: > On 7/23/07, Ruslan Zakirov wrote: > > Do I understand right that the query is like "Requestor.EmailAddress = > > 'xxx' OR Status = 'new' OR Status = 'open'"? > > * Note all binary operators (aggregators) are ORs. > > The above queries were done with status delimiters. what is "status delimiter"? > > The query breaks whether or not Status is involved. Here is one of I don't care about Status, but I do care about "OR". All I'm asking about is: "Do you understand that the first query you sent is a search for tickets with requestor X OR Status Y?" I'm asking it only because this query looks useless to me. And if it's not the query you built then it's the query we generate and it's a bug. > the broken queries without Status. The database query below is > directly from "Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom'" > formed in query builder. This is a different type of queries. > > > SELECT COUNT(DISTINCT main.id) FROM Tickets main CROSS > JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = > 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( > Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers > CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id > ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE > (main.Status != 'deleted') AND (main.Owner = '58936' OR ( > Users_3.EmailAddress LIKE '%tom%' AND CachedGroupMembers_2.id IS NOT > NULL ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) > -- Best regards, Ruslan. From kerrboy at gmail.com Tue Jul 24 17:37:33 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Tue, 24 Jul 2007 17:37:33 -0400 Subject: [rt-users] query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: <589c94400707241423q3f3f5375ufc2b1a9a3fc410de@mail.gmail.com> References: <589c94400707231045x44ef0cf2nc9591c709efecb7f@mail.gmail.com> <589c94400707241423q3f3f5375ufc2b1a9a3fc410de@mail.gmail.com> Message-ID: > > The above queries were done with status delimiters. > what is "status delimiter"? Narrowing the search by including Status in the query. Status has nothing to do with the problem I'm describing. Forget about it - it isn't relevant. My original email included status in the database query and that does not match up to the query I said I built. Sorry for the confusion. > > The query breaks whether or not Status is involved. Here is one of > I don't care about Status, but I do care about "OR". All I'm asking > about is: "Do you understand that the first query you sent is a search > for tickets with requestor X OR Status Y?" I'm asking it only because > this query looks useless to me. And if it's not the query you built > then it's the query we generate and it's a bug. Yes. It is using OR. What about the query looks useless to you? I'm looking for any ticket owned by 'tom' or created by 'tom'. I could make it owned by 'tom', or created by 'tom at domain.com', either way, same result. The query isn't useless, it displays all tickets that tom created and tom owns! > > the broken queries without Status. The database query below is > > directly from "Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom'" > > formed in query builder. > This is a different type of queries. It sure is. It still triggers the bad SQL. Regardless of whether or not status is added to the query. From avo at trustsec.de Tue Jul 24 17:40:54 2007 From: avo at trustsec.de (Andreas =?iso-8859-1?Q?V=F6gele?=) Date: Tue, 24 Jul 2007 23:40:54 +0200 Subject: [rt-users] Re: Custom field problem References: <79486.81017.qm@web58709.mail.re1.yahoo.com> Message-ID: <87vec91nvd.fsf@solon.arundel.trustsec.de> Sean writes: > Hi Forrest, > > I havn't really made any customizations surrounding the custom field > area. I have added RTx::Statistics, and RTx::AssetTracker, the > calender extension, and thats it as far as customizations above and > beyond the normal RT. > [...] > If you choose ticket, when you look at a ticket, you can see the > custom value there. If I choose ticket transactions, you don't see > the custom field in the main ticket page, but if I were to click > "Resolve", it shows up there. It also shows up under "basics" How did you add the custom fields to the resolve page? Unfortunately, the callback-based solutions described in L are incomplete. If you read html/Ticket/Create.html you'll see that there's code that validates the custom fields. No such code is added to Update.html though. From ruz at bestpractical.com Tue Jul 24 17:42:42 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 Jul 2007 01:42:42 +0400 Subject: [rt-users] Re: query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: References: Message-ID: <589c94400707241442t7a7281bbva9eeb11037c17907@mail.gmail.com> On 7/25/07, Brian Kerr wrote: > On 7/23/07, Brian Kerr wrote: > > > > When doing a search by requestor/owner email address now, we are > > > getting a nasty query produced. Here are the details of the query. > > > Let me know if you need any more information. > > > > Requestor.EmailAddress LIKE 'tom' OR Owner = 'tom' > > Here is what the query looks like when formed in the 3.4.5 query > builder. It returns results in less than a second. But as far as I can see the query below returns wrong results and that's exactly what we've fixed. The following query finds tickets where requestor's address has 'tom' substring *and* owner is tom. So it doesn't match the condition you build. > > SELECT COUNT(DISTINCT main.id) FROM (((Tickets main JOIN Groups > Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN > CachedGroupMembers CachedGroupMembers_2 ON ( > CachedGroupMembers_2.GroupId = Groups_1.id) AND ( > (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) > LEFT JOIN Users Users_3 ON ( Users_3.id = > CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = > 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND > ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND > ((main.Type = 'ticket')) AND ( ( (main.Owner = '58936') ) AND ( > (Users_3.EmailAddress LIKE '%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 > -- Best regards, Ruslan. From kerrboy at gmail.com Tue Jul 24 17:57:00 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Tue, 24 Jul 2007 17:57:00 -0400 Subject: [rt-users] Re: query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: <589c94400707241442t7a7281bbva9eeb11037c17907@mail.gmail.com> References: <589c94400707241442t7a7281bbva9eeb11037c17907@mail.gmail.com> Message-ID: On 7/24/07, Ruslan Zakirov wrote: > > Here is what the query looks like when formed in the 3.4.5 query > > builder. It returns results in less than a second. > But as far as I can see the query below returns wrong results and > that's exactly what we've fixed. > The following query finds tickets where requestor's address has 'tom' > substring *and* owner is tom. So it doesn't match the condition you > build. Makes sense. You are right that query isn't right in 3.4.5, I didn't see that. Changing the 3.4.5 mysql query to use OR instead of AND works fine. I think that cross join is killing us in 3.6.4. > > > > > SELECT COUNT(DISTINCT main.id) FROM (((Tickets main JOIN Groups > > Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN > > CachedGroupMembers CachedGroupMembers_2 ON ( > > CachedGroupMembers_2.GroupId = Groups_1.id) AND ( > > (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) > > LEFT JOIN Users Users_3 ON ( Users_3.id = > > CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = > > 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND > > ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND > > ((main.Type = 'ticket')) AND ( ( (main.Owner = '58936') ) AND ( > > (Users_3.EmailAddress LIKE '%tom%') ) ) From tburns at hawaii.edu Tue Jul 24 18:03:00 2007 From: tburns at hawaii.edu (Dave Burns) Date: Tue, 24 Jul 2007 12:03:00 -1000 Subject: [rt-users] rt "works" but logs user errors, sends bounces Message-ID: <943be0b10707241503y5e3bb472scdbdb855b89f5968@mail.gmail.com> I'm running rt on fedora 6/apache. I used the fedora RPM to install RT. I am using ssl on my website (https://hostname/rt3). When I send email to rt, it creates a ticket and seems to work. It sends me a reply telling me my ticket number, etc. I can do stuff and see tickets created by email using the GUI, no problem. But I have these weird log messages. grep REST /var/log/messages Jul 23 10:58:25 hostname RT: Could not record email: Could not load a valid user (/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:73) Any clue what this might mean? Also getting some weird bounces that seem related. (full text at end of message). smrsh seems to give?/get? an error return even though rt3 apparently receives the info and succeeds in making a ticket. (Does rt ever give a non-zero return code even though a ticket was created?) Maybe the error return makes smrsh send a bounce to rt at localhost? Seems like it should send the bounce to the source of the email, not the destination.... and why does it wait 5 days? I am upside down. Here's what logwatch says: --------------------- httpd Begin ------------------------ Requests with error response codes 501 Not Implemented /rt3/REST/1.0/NoAuth/mail-gateway: 77 Time(s) ---------------------- httpd End ------------------------- Seems there might be a hint at http://wiki.bestpractical.com/view/SomeProblems, but I don't really understand how to apply that fix to my situation, if it applies at all. That is, I don't really understand what is wrong and the context in which that fix apparently worked. Only thing connecting it to my problem is the mention of REST. Here's the bounce, apparently something could not be delivered somewhere for 5 days: ---------- Forwarded message ---------- From: Mail Delivery Subsystem To: owner-hostname Date: Mon, 23 Jul 2007 11:13:39 -1000 Subject: Returned mail: see transcript for details The original message was received at Wed, 18 Jul 2007 09:27:18 -1000 from localhost.localdomain [127.0.0.1] ----- The following addresses had permanent fatal errors ----- "|/etc/smrsh/rt-mailgate --queue general --action correspond --url https://hostname/rt3" (reason: Deferred) (expanded from: ) ----- Transcript of session follows ----- An Error Occurred ================= 501 Method Not Implemented "|/etc/smrsh/rt-mailgate --queue general --action correspond --url https://hostname/rt3"... Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Message could not be delivered for 5 days Message will be deleted from queue Final-Recipient: RFC822; rt at localhost X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue general --action correspond --url https://hostname/rt3 Action: failed Status: 4.4.7 Diagnostic-Code: X-Unix; 75 Last-Attempt-Date: Mon, 23 Jul 2007 11:13:39 -1000 Seems like ..... email gets delivered to rt and makes a ticket, but somehow a bounce gets generated, addressed to rt at localhost, which cannot be delivered for 5 days, at which point a bounce gets sent to me as the owner. ???? Clues or hints much appreciated. Mahalo, Dave From garyo at genarts.com Tue Jul 24 18:04:28 2007 From: garyo at genarts.com (Gary Oberbrunner) Date: Tue, 24 Jul 2007 18:04:28 -0400 Subject: [rt-users] simple question: time&date on at-a-glance page? Message-ID: <46A6776C.9010803@genarts.com> Hi -- anyone have a simple recipe for adding the time & date to the "at a glance" page? I looked at Elements/Footer and don't see an easy way to customize it without replacing the whole file (e.g. local/html/Elements/Footer). Reason for doing this? Folks want to know when the page was last refreshed. thanks! -- Gary From ruz at bestpractical.com Tue Jul 24 18:06:19 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 Jul 2007 02:06:19 +0400 Subject: [rt-users] Re: query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: References: <589c94400707241442t7a7281bbva9eeb11037c17907@mail.gmail.com> Message-ID: <589c94400707241506m4b520e67r6e026e3c9ee8d90d@mail.gmail.com> On 7/25/07, Brian Kerr wrote: > On 7/24/07, Ruslan Zakirov wrote: > > > Here is what the query looks like when formed in the 3.4.5 query > > > builder. It returns results in less than a second. > > But as far as I can see the query below returns wrong results and > > that's exactly what we've fixed. > > The following query finds tickets where requestor's address has 'tom' > > substring *and* owner is tom. So it doesn't match the condition you > > build. > > Makes sense. You are right that query isn't right in 3.4.5, I didn't see that. > > Changing the 3.4.5 mysql query to use OR instead of AND works fine. I > think that cross join is killing us in 3.6.4. As far as I know CROSS JOIN must work in the same way as comma ',' according to SQL standard and docs of all DBs we're using as back-ends. Try to change all CROSS JOINs to ',' . > > > > > > > > > SELECT COUNT(DISTINCT main.id) FROM (((Tickets main JOIN Groups > > > Groups_1 ON ( Groups_1.Instance = main.id)) LEFT JOIN > > > CachedGroupMembers CachedGroupMembers_2 ON ( > > > CachedGroupMembers_2.GroupId = Groups_1.id) AND ( > > > (CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId))) > > > LEFT JOIN Users Users_3 ON ( Users_3.id = > > > CachedGroupMembers_2.MemberId)) WHERE ((Groups_1.Domain = > > > 'RT::Ticket-Role')) AND ((Groups_1.Type = 'Requestor')) AND > > > ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND > > > ((main.Type = 'ticket')) AND ( ( (main.Owner = '58936') ) AND ( > > > (Users_3.EmailAddress LIKE '%tom%') ) ) > -- Best regards, Ruslan. From joliver at john-oliver.net Tue Jul 24 18:07:00 2007 From: joliver at john-oliver.net (John Oliver) Date: Tue, 24 Jul 2007 15:07:00 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039448562B@w3hamboex11.ger.win.int.kn> References: <16426EA38D57E74CB1DE5A6AE1DB039448562B@w3hamboex11.ger.win.int.kn> Message-ID: <20070724220700.GB9825@ns.sdsitehosting.net> On Tue, Jul 24, 2007 at 10:05:29PM +0200, Ham MI-ID, Torsten Brumm wrote: > No, firewall was not my idea behind, have you tried from rtwww to rtdb with mysql -uusername -p -h rtdb and this works? Are the rights granded correctly during the installation? [root at rt3 ~]# mysql -u rt_user -p -h 10.12.14.149 Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 53 Server version: 5.0.22 Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> show databases; +--------------------+ | Database | +--------------------+ | information_schema | | rt3 | | test | +--------------------+ 3 rows in set (0.00 sec) mysql> quit Bye -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From ruz at bestpractical.com Tue Jul 24 18:33:58 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 Jul 2007 02:33:58 +0400 Subject: [rt-users] Re: query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: References: <589c94400707241442t7a7281bbva9eeb11037c17907@mail.gmail.com> Message-ID: <589c94400707241533x1049ab12t9155cef73c5bd8f6@mail.gmail.com> Hello, Brian. Ok, I've forgotten about Status field and we're talking only about "Requestor.EmailAddress = tom OR Owner = tom". I think that I've found problem. Here are three queries I want you to compare. Other user can do that too, but please replace "main.Owner = ####" with some valid user ID as it's very important for mysql optimizer. The first one is the query we build in 3.6.4: SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.MemberId = Users_3.id AND CachedGroupMembers_2.GroupId = Groups_1.id WHERE main.Status != 'deleted' AND ( main.Owner = '58936' OR ( Users_3.EmailAddress LIKE '%tom%' AND CachedGroupMembers_2.id IS NOT NULL ) ) AND main.Type = 'ticket' AND main.EffectiveId = main.id; This is one way to fix it: SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.MemberId = Users_3.id AND CachedGroupMembers_2.GroupId = Groups_1.id WHERE main.Status != 'deleted' AND ( main.Owner = '58936' OR CachedGroupMembers_2.id IS NOT NULL ) AND Users_3.EmailAddress LIKE '%tom%' AND main.Type = 'ticket' AND main.EffectiveId = main.id; Another way to fix the problem: SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) FROM Tickets main JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.GroupId = Groups_1.id LEFT JOIN Users Users_3 ON CachedGroupMembers_2.MemberId = Users_3.id WHERE main.Status != 'deleted' AND main.Type = 'ticket' AND main.EffectiveId = main.id AND ( main.Owner = '58936' OR Users_3.EmailAddress LIKE '%tom%' ); From kerrboy at gmail.com Tue Jul 24 18:46:17 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Tue, 24 Jul 2007 18:46:17 -0400 Subject: [rt-users] Re: query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: <589c94400707241533x1049ab12t9155cef73c5bd8f6@mail.gmail.com> References: <589c94400707241442t7a7281bbva9eeb11037c17907@mail.gmail.com> <589c94400707241533x1049ab12t9155cef73c5bd8f6@mail.gmail.com> Message-ID: On 7/24/07, Ruslan Zakirov wrote: > Hello, Brian. > Ok, I've forgotten about Status field and we're talking only about > "Requestor.EmailAddress = tom OR Owner = tom". I think that I've found > problem. Here are three queries I want you to compare. Other user can > do that too, but please replace "main.Owner = ####" with some valid > user ID as it's very important for mysql optimizer. Looks much better, here are the queries in the same order you sent them: mysql> SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) -> FROM Tickets main -> CROSS JOIN Users Users_3 -> JOIN Groups Groups_1 -> ON Groups_1.Domain = 'RT::Ticket-Role' -> AND Groups_1.Type = 'Requestor' -> AND Groups_1.Instance = main.id -> LEFT JOIN CachedGroupMembers CachedGroupMembers_2 -> ON CachedGroupMembers_2.MemberId = Users_3.id -> AND CachedGroupMembers_2.GroupId = Groups_1.id -> WHERE -> main.Status != 'deleted' -> AND ( main.Owner = '58936' -> OR ( Users_3.EmailAddress LIKE '%tom%' -> AND CachedGroupMembers_2.id IS NOT NULL ) -> ) -> AND main.Type = 'ticket' -> AND main.EffectiveId = main.id; +-------------------------+ | COUNT(DISTINCT main.id) | +-------------------------+ | 729 | +-------------------------+ 1 row in set (2 min 20.39 sec) mysql> SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) -> FROM Tickets main -> CROSS JOIN Users Users_3 -> JOIN Groups Groups_1 -> ON Groups_1.Domain = 'RT::Ticket-Role' -> AND Groups_1.Type = 'Requestor' -> AND Groups_1.Instance = main.id -> LEFT JOIN CachedGroupMembers CachedGroupMembers_2 -> ON CachedGroupMembers_2.MemberId = Users_3.id -> AND CachedGroupMembers_2.GroupId = Groups_1.id -> WHERE -> main.Status != 'deleted' -> AND ( main.Owner = '58936' OR CachedGroupMembers_2.id IS NOT NULL ) -> AND Users_3.EmailAddress LIKE '%tom%' -> AND main.Type = 'ticket' -> AND main.EffectiveId = main.id; +-------------------------+ | COUNT(DISTINCT main.id) | +-------------------------+ | 729 | +-------------------------+ 1 row in set (1.17 sec) mysql> SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) -> FROM Tickets main -> JOIN Groups Groups_1 -> ON Groups_1.Domain = 'RT::Ticket-Role' -> AND Groups_1.Type = 'Requestor' -> AND Groups_1.Instance = main.id -> LEFT JOIN CachedGroupMembers CachedGroupMembers_2 -> ON CachedGroupMembers_2.GroupId = Groups_1.id -> LEFT JOIN Users Users_3 -> ON CachedGroupMembers_2.MemberId = Users_3.id -> WHERE -> main.Status != 'deleted' -> AND main.Type = 'ticket' -> AND main.EffectiveId = main.id -> AND ( main.Owner = '58936' OR Users_3.EmailAddress LIKE '%tom%' ); +-------------------------+ | COUNT(DISTINCT main.id) | +-------------------------+ | 729 | +-------------------------+ 1 row in set (2.31 sec) From ktm at rice.edu Tue Jul 24 20:11:02 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Tue, 24 Jul 2007 19:11:02 -0500 Subject: [rt-users] Re: query problem after 3.4.5 -> 3.6.4 upgrade In-Reply-To: <589c94400707241533x1049ab12t9155cef73c5bd8f6@mail.gmail.com> References: <589c94400707241442t7a7281bbva9eeb11037c17907@mail.gmail.com> <589c94400707241533x1049ab12t9155cef73c5bd8f6@mail.gmail.com> Message-ID: <20070725001102.GQ26122@it.is.rice.edu> Ruslan, I tested the last two queries on my PostgreSQL 8.2 database. The original query was taking so long that I killed it: On Wed, Jul 25, 2007 at 02:33:58AM +0400, Ruslan Zakirov wrote: > Hello, Brian. > Ok, I've forgotten about Status field and we're talking only about > "Requestor.EmailAddress = tom OR Owner = tom". I think that I've found > problem. Here are three queries I want you to compare. Other user can > do that too, but please replace "main.Owner = ####" with some valid > user ID as it's very important for mysql optimizer. > > The first one is the query we build in 3.6.4: > SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) > FROM Tickets main > CROSS JOIN Users Users_3 > JOIN Groups Groups_1 > ON Groups_1.Domain = 'RT::Ticket-Role' > AND Groups_1.Type = 'Requestor' > AND Groups_1.Instance = main.id > LEFT JOIN CachedGroupMembers CachedGroupMembers_2 > ON CachedGroupMembers_2.MemberId = Users_3.id > AND CachedGroupMembers_2.GroupId = Groups_1.id > WHERE > main.Status != 'deleted' > AND ( main.Owner = '58936' > OR ( Users_3.EmailAddress LIKE '%tom%' > AND CachedGroupMembers_2.id IS NOT NULL ) > ) > AND main.Type = 'ticket' > AND main.EffectiveId = main.id; > This version took 4.8 seconds without any additional tuning: > This is one way to fix it: > SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) > FROM Tickets main > CROSS JOIN Users Users_3 > JOIN Groups Groups_1 > ON Groups_1.Domain = 'RT::Ticket-Role' > AND Groups_1.Type = 'Requestor' > AND Groups_1.Instance = main.id > LEFT JOIN CachedGroupMembers CachedGroupMembers_2 > ON CachedGroupMembers_2.MemberId = Users_3.id > AND CachedGroupMembers_2.GroupId = Groups_1.id > WHERE > main.Status != 'deleted' > AND ( main.Owner = '58936' OR CachedGroupMembers_2.id IS NOT NULL ) > AND Users_3.EmailAddress LIKE '%tom%' > AND main.Type = 'ticket' > AND main.EffectiveId = main.id; > And this one took 7.6 seconds. Just some more data points although I know that it is not MySQL. I did have to remove the SQL_NO_CACHE from the command. Ken > Another way to fix the problem: > SELECT SQL_NO_CACHE COUNT(DISTINCT main.id) > FROM Tickets main > JOIN Groups Groups_1 > ON Groups_1.Domain = 'RT::Ticket-Role' > AND Groups_1.Type = 'Requestor' > AND Groups_1.Instance = main.id > LEFT JOIN CachedGroupMembers CachedGroupMembers_2 > ON CachedGroupMembers_2.GroupId = Groups_1.id > LEFT JOIN Users Users_3 > ON CachedGroupMembers_2.MemberId = Users_3.id > WHERE > main.Status != 'deleted' > AND main.Type = 'ticket' > AND main.EffectiveId = main.id > AND ( main.Owner = '58936' OR Users_3.EmailAddress LIKE '%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 tom at netspot.com.au Tue Jul 24 21:13:27 2007 From: tom at netspot.com.au (Tom Lanyon) Date: Wed, 25 Jul 2007 10:43:27 +0930 Subject: [rt-users] monitoring RT In-Reply-To: <20070723141336.GX19683@plum.flirble.org> References: <20070723141336.GX19683@plum.flirble.org> Message-ID: <8C1A6F2D-9248-4455-B33D-C1524C5A3C6A@netspot.com.au> We also have a basic perl script using WWW::Mechanize which opens the login page, logs in with a 'nagios' user and ensures it gets a valid response (we check for a 200 OK and that the content matches "RT at a glance". If this fails it generates a critical nagios alert and wakes the on-call staff up. Regards, Tom On 23/07/2007, at 11:43 PM, Nicholas Clark wrote: > We're going to make the RT self-service interface visible to our > external > clients. We'd like to monitor it, so that we know if it's down? > > What's the best way to monitor RT? Are there any built in pages > that would > let us quickly tell that (say) > > 1: users can log in > 2: the RT web application has a live connection to a working database > > without burning lots of CPU? > > Have I missed anything key to check? > > Nicholas Clark > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Tom Lanyon Systems Administrator NetSpot Pty Ltd From cube at cubidou.net Tue Jul 24 21:12:53 2007 From: cube at cubidou.net (Quentin Garnier) Date: Wed, 25 Jul 2007 03:12:53 +0200 Subject: [rt-users] Partial match on queue name Message-ID: <20070725011253.GN14318@shaak.cubidou.net> Hi, I want to do a request along the lines of: Queue LIKE 'Lalala' because I have several queues whose names start with "Lalala" but some other queues, too. Note that I tried the Queue.Name variant, too. However, it doesn't seem to work: I get the results as if I was searching on all queues. I'm still looking over at what I could be doing wrong, but meanwhile, any help is appreciated. Thanks. RT 3.4.6 -- Quentin Garnier - cube at cubidou.net - cube at NetBSD.org "You could have made it, spitting out benchmarks Owe it to yourself not to fail" Amplifico, Spitting Out Benchmarks, Hometakes Vol. 2, 2005. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 478 bytes Desc: not available URL: From darling at ccdc.cam.ac.uk Wed Jul 25 04:46:21 2007 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Wed, 25 Jul 2007 09:46:21 +0100 Subject: [rt-users] simple question: time&date on at-a-glance page? In-Reply-To: <46A6776C.9010803@genarts.com> References: <46A6776C.9010803@genarts.com> Message-ID: <46A70DDD.70802@ccdc.cam.ac.uk> Hi Gary > Hi -- anyone have a simple recipe for adding the time & date to the "at a > glance" page? I looked at Elements/Footer and don't see an easy way to > customize it without replacing the whole file (e.g. local/html/Elements/Footer). I changed Elements/Header: <&|/l&>Not logged in. % } + % my $ds = localtime; print "
$ds"; time / date gets shown under the 'logged in as ...' bit. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From mikko.lipasti at polarcom.fi Wed Jul 25 06:12:50 2007 From: mikko.lipasti at polarcom.fi (Mikko Lipasti) Date: Wed, 25 Jul 2007 11:12:50 +0100 (BST) Subject: [rt-users] monitoring RT In-Reply-To: <20070723141336.GX19683@plum.flirble.org> Message-ID: <30668387.84271185358370616.JavaMail.root@unx-s-manc3> ----- "Nicholas Clark" wrote: > We're going to make the RT self-service interface visible to our > external > clients. We'd like to monitor it, so that we know if it's down? > > What's the best way to monitor RT? Are there any built in pages that > would > let us quickly tell that (say) Take a look at WWW::Mechanize on CPAN. Think of it as a scriptable web browser robot that plugs right into standard perl Test stuff (via Test::WWW::Mechanize) if you want to. You can do a lot with it, including interact with forms and submit them. You could configure a test user account and do a login and logout with (Test::)WWW::Mechanize, checking (with regular expressions if you wish) that RT at a glance page looks about right. - Mikko From theillien at yahoo.com Wed Jul 25 09:01:26 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 25 Jul 2007 09:01:26 -0400 Subject: [rt-users] One email address, two queues Message-ID: <46A749A6.3080703@yahoo.com> I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to customercare at company.com. This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via customercare at company.com and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com From Steve.Anderson at bipsolutions.com Wed Jul 25 09:06:25 2007 From: Steve.Anderson at bipsolutions.com (Steve Anderson) Date: Wed, 25 Jul 2007 14:06:25 +0100 Subject: [rt-users] One email address, two queues References: <46A749A6.3080703@yahoo.com> Message-ID: Afternoon, When it's a comment, it doesn't pay attention to the queue parameter, I believe. Steve Anderson Network Administrator BiP Solutions Ltd. 0141 2707312 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder Sent: 25 July 2007 14:01 To: RT Users Subject: [rt-users] One email address, two queues I searched through the archives but didn't see anything that may have pertained to this. I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it possible to have one email address for both of these queues so that if a ticket is moved from one queue to the other it can still be handled using a single email address? To clarify, suppose I have a ticket. It is sent in from the customer to customercare at company.com. This places it in the CustomerCare queue. It then gets moved to CCEng as it is an engineering related request. After moving it to the CCEng queue, the customer sends in a comment on it via customercare at company.com and it reaches the ticket in CCEng. Possible or no? Thanks, Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ______________________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email From theillien at yahoo.com Wed Jul 25 09:10:10 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 25 Jul 2007 09:10:10 -0400 Subject: [rt-users] One email address, two queues In-Reply-To: References: <46A749A6.3080703@yahoo.com> Message-ID: <46A74BB2.1010402@yahoo.com> Comments don't go to the requestor though. We'll need to be able to both comment and correspond. Keep up with me and what I'm up to: http://theillien.blogspot.com Steve Anderson wrote: > Afternoon, > > When it's a comment, it doesn't pay attention to the queue parameter, I > believe. > > > Steve Anderson > Network Administrator > BiP Solutions Ltd. > 0141 2707312 > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew > Snyder > Sent: 25 July 2007 14:01 > To: RT Users > Subject: [rt-users] One email address, two queues > > I searched through the archives but didn't see anything that may have > pertained > to this. > > I have two queues: CustomerCare and CCEng (CustomerCare for > Engineering). Is it > possible to have one email address for both of these queues so that if a > ticket > is moved from one queue to the other it can still be handled using a > single > email address? > > To clarify, suppose I have a ticket. It is sent in from the customer to > customercare at company.com. This places it in the CustomerCare queue. It > then > gets moved to CCEng as it is an engineering related request. After > moving it to > the CCEng queue, the customer sends in a comment on it via > customercare at company.com and it reaches the ticket in CCEng. > > Possible or no? > > Thanks, > Mathew From rfh at pipex.net Wed Jul 25 09:10:44 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 25 Jul 2007 14:10:44 +0100 Subject: [rt-users] One email address, two queues In-Reply-To: <46A749A6.3080703@yahoo.com> References: <46A749A6.3080703@yahoo.com> Message-ID: <46A74BD4.5010401@pipex.net> Hi Matthew; I think this is default behaviour (unless I misunderstood your question), as soon as the ticket is created and your customer replies to the auto-responder, RT will understand this correspondence belongs to an existing RT ticket based on the subject line (your rt #ticket number) .... if you are concerned about the from address I think (I did n't try it) you can set the Reply Address on both your queue to customercare at company.com Regards; Roy Mathew Snyder wrote: > I searched through the archives but didn't see anything that may have pertained > to this. > > I have two queues: CustomerCare and CCEng (CustomerCare for Engineering). Is it > possible to have one email address for both of these queues so that if a ticket > is moved from one queue to the other it can still be handled using a single > email address? > > To clarify, suppose I have a ticket. It is sent in from the customer to > customercare at company.com. This places it in the CustomerCare queue. It then > gets moved to CCEng as it is an engineering related request. After moving it to > the CCEng queue, the customer sends in a comment on it via > customercare at company.com and it reaches the ticket in CCEng. > > Possible or no? > > Thanks, > Mathew > From theillien at yahoo.com Wed Jul 25 09:14:11 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 25 Jul 2007 09:14:11 -0400 Subject: [rt-users] One email address, two queues In-Reply-To: <46A74BD4.5010401@pipex.net> References: <46A749A6.3080703@yahoo.com> <46A74BD4.5010401@pipex.net> Message-ID: <46A74CA3.7050308@yahoo.com> How would the aliases file be configured for this. As it is, CustomerCare uses "--queue customercare" while CCEng uses "--queue cceng". Keep up with me and what I'm up to: http://theillien.blogspot.com Roy El-Hames wrote: > Hi Matthew; > I think this is default behaviour (unless I misunderstood your > question), as soon as the ticket is created and your customer replies to > the auto-responder, RT will understand this correspondence belongs to an > existing RT ticket based on the subject line (your rt #ticket number) > .... if you are concerned about the from address I think (I did n't try > it) you can set the Reply Address on both your queue to > customercare at company.com > > Regards; > Roy > > Mathew Snyder wrote: >> I searched through the archives but didn't see anything that may have >> pertained >> to this. >> >> I have two queues: CustomerCare and CCEng (CustomerCare for >> Engineering). Is it >> possible to have one email address for both of these queues so that if >> a ticket >> is moved from one queue to the other it can still be handled using a >> single >> email address? >> >> To clarify, suppose I have a ticket. It is sent in from the customer to >> customercare at company.com. This places it in the CustomerCare queue. >> It then >> gets moved to CCEng as it is an engineering related request. After >> moving it to >> the CCEng queue, the customer sends in a comment on it via >> customercare at company.com and it reaches the ticket in CCEng. >> >> Possible or no? >> >> Thanks, >> Mathew >> > > From rfh at pipex.net Wed Jul 25 09:14:43 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 25 Jul 2007 14:14:43 +0100 Subject: [rt-users] scripting setting Group Rights on Queues -- please Message-ID: <46A74CC3.6050803@pipex.net> Re submitting cause I really need help on this .. I have to do the below for few groups on a 30 or so queues each .. Hi there; RT 3.6.1 , apach2 mysql5, mod_perl2 I got 30 or so queues and I would like to assign a particular group a set of rights to these queues, has anyone scripted anything like this , I looked in Admin/Queues/GroupRights.html and traced the function I need to ProcessACLChanges in Interface/Web.pm, however I not sure how to call this function, can anyone help?? Regards; Roy From rfh at pipex.net Wed Jul 25 09:21:01 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 25 Jul 2007 14:21:01 +0100 Subject: [rt-users] One email address, two queues In-Reply-To: <46A74CA3.7050308@yahoo.com> References: <46A749A6.3080703@yahoo.com> <46A74BD4.5010401@pipex.net> <46A74CA3.7050308@yahoo.com> Message-ID: <46A74E3D.4050404@pipex.net> Mathew; > How would the aliases file be configured for this. As it is, CustomerCare uses > "--queue customercare" while CCEng uses "--queue cceng". > > Trying to keep up with you :?) , yes cause the email alias can only point to 1 queue ( as far as I know), however this should n't effect your customer experience .. Best bet to try it ..create a ticket via email move the ticket to another queue, etc etc ..practice makes perfect or something like that .. Good luck; Roy (wondering when will someone answer his query :?) > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Roy El-Hames wrote: > >> Hi Matthew; >> I think this is default behaviour (unless I misunderstood your >> question), as soon as the ticket is created and your customer replies to >> the auto-responder, RT will understand this correspondence belongs to an >> existing RT ticket based on the subject line (your rt #ticket number) >> .... if you are concerned about the from address I think (I did n't try >> it) you can set the Reply Address on both your queue to >> customercare at company.com >> >> Regards; >> Roy >> >> Mathew Snyder wrote: >> >>> I searched through the archives but didn't see anything that may have >>> pertained >>> to this. >>> >>> I have two queues: CustomerCare and CCEng (CustomerCare for >>> Engineering). Is it >>> possible to have one email address for both of these queues so that if >>> a ticket >>> is moved from one queue to the other it can still be handled using a >>> single >>> email address? >>> >>> To clarify, suppose I have a ticket. It is sent in from the customer to >>> customercare at company.com. This places it in the CustomerCare queue. >>> It then >>> gets moved to CCEng as it is an engineering related request. After >>> moving it to >>> the CCEng queue, the customer sends in a comment on it via >>> customercare at company.com and it reaches the ticket in CCEng. >>> >>> Possible or no? >>> >>> Thanks, >>> Mathew >>> >>> >> > > From kamber.dalal at verizonbusiness.com Wed Jul 25 09:18:12 2007 From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber)) Date: Wed, 25 Jul 2007 13:18:12 +0000 Subject: [rt-users] Prevent incoming E-Mail to Change Status Message-ID: How can incoming e-mail be prevented to change the status of a ticket, except when 'New' is changed to 'Open'? Thank you, Kamber Dalal From darling at ccdc.cam.ac.uk Wed Jul 25 09:52:03 2007 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Wed, 25 Jul 2007 14:52:03 +0100 Subject: [rt-users] One email address, two queues In-Reply-To: <46A74E3D.4050404@pipex.net> References: <46A749A6.3080703@yahoo.com> <46A74BD4.5010401@pipex.net> <46A74CA3.7050308@yahoo.com> <46A74E3D.4050404@pipex.net> Message-ID: <46A75583.7070001@ccdc.cam.ac.uk> >> How would the aliases file be configured for this. As it is, >> CustomerCare uses >> "--queue customercare" while CCEng uses "--queue cceng". >> > Trying to keep up with you :?) , yes cause the email alias can only > point to 1 queue ( as far as I know), however this should n't effect > your customer experience .. > Best bet to try it ..create a ticket via email move the ticket to > another queue, etc etc ..practice makes perfect or something like that .. This is how we've got RT set up - multiple queues, one email address. If it's a reply to an existing ticket 'the right thing happens' and it gets added to the ticket, if not, a new ticket is created in the queue specified in aliases. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmaster at ccdc.cam.ac.uk and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. From theillien at yahoo.com Wed Jul 25 09:59:33 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 25 Jul 2007 09:59:33 -0400 Subject: [rt-users] One email address, two queues In-Reply-To: <46A75583.7070001@ccdc.cam.ac.uk> References: <46A749A6.3080703@yahoo.com> <46A74BD4.5010401@pipex.net> <46A74CA3.7050308@yahoo.com> <46A74E3D.4050404@pipex.net> <46A75583.7070001@ccdc.cam.ac.uk> Message-ID: <46A75745.9040502@yahoo.com> How is your aliases file set up? I haven't added the CCEng alias to mine and my responses TO the ticket are getting through however, I'm not getting the servers responses FROM my ticket. Keep up with me and what I'm up to: http://theillien.blogspot.com Toby Darling wrote: >>> How would the aliases file be configured for this. As it is, >>> CustomerCare uses >>> "--queue customercare" while CCEng uses "--queue cceng". >>> >> Trying to keep up with you :?) , yes cause the email alias can only >> point to 1 queue ( as far as I know), however this should n't effect >> your customer experience .. >> Best bet to try it ..create a ticket via email move the ticket to >> another queue, etc etc ..practice makes perfect or something like that .. > > This is how we've got RT set up - multiple queues, one email address. If > it's a reply to an existing ticket 'the right thing happens' and it gets > added to the ticket, if not, a new ticket is created in the queue > specified in aliases. > > > Cheers > Toby > > LEGAL NOTICE > Unless expressly stated otherwise, information contained in this > message is confidential. If this message is not intended for you, > please inform postmaster at ccdc.cam.ac.uk and delete the message. > The Cambridge Crystallographic Data Centre is a company Limited > by Guarantee and a Registered Charity. > Registered in England No. 2155347 Registered Charity No. 800579 > Registered office 12 Union Road, Cambridge CB2 1EZ. > From ian.marlier at studentuniverse.com Wed Jul 25 10:34:32 2007 From: ian.marlier at studentuniverse.com (Marlier, Ian) Date: Wed, 25 Jul 2007 10:34:32 -0400 Subject: [rt-users] One email address, two queues In-Reply-To: <46A75745.9040502@yahoo.com> References: <46A749A6.3080703@yahoo.com><46A74BD4.5010401@pipex.net> <46A74CA3.7050308@yahoo.com><46A74E3D.4050404@pipex.net> <46A75583.7070001@ccdc.cam.ac.uk> <46A75745.9040502@yahoo.com> Message-ID: > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Mathew Snyder > Sent: Wednesday, July 25, 2007 10:00 AM > To: Toby Darling > Cc: RT Users > Subject: Re: [rt-users] One email address, two queues > > How is your aliases file set up? I haven't added the CCEng > alias to mine and my > responses TO the ticket are getting through however, I'm not > getting the servers > responses FROM my ticket. > Once a ticket number is created, further correspondence on that ticket (identified by the "[server.com #xxx]" in the subject line) goes to the ticket, regardless of the queue. At least that's been my experience. I've got a 3.6.1. installation that's pretty much vanilla. We have a single queue in which almost all tickets are opened. From there, they get assigned to one of a half-dozen or so other queues for action. The basic queue is set up as rt: "|/opt/rt3/bin/rt-mailgate --queue Systems --action correspond --url http://rt.studentuniverse.com/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue Systems --action comment --url http://rt.studentuniverse.com/" while the others are set up as dbtasks: "|/opt/rt3/bin/rt-mailgate --queue Database --action correspond --url http://rt.studentuniverse.com/" dbtasks-comment: "|/opt/rt3/bin/rt-mailgate --queue Database --action comment --url http://rt.studentuniverse.com/" newusers: "|/opt/rt3/bin/rt-mailgate --queue NewUsers --action correspond --url http://rt.studentuniverse.com/" builds: "|/opt/rt3/bin/rt-mailgate --queue Builds --action correspond --url http://rt.studentuniverse.com/" builds-comment: "|/opt/rt3/bin/rt-mailgate --queue Builds --action comment --url http://rt.studentuniverse.com/" ... We do have folks who will respond to the autoreply (with the proper subject line) to add more information, and those get to the right place even if the ticket has been moved to a different queue -- regardless of whether they send the mail to the rt@ address, or one of the queue-specific addresses. As for mail going back out on correspond, that seems to work just the way that one would expect. Of course, once the ticket has been moved, the templates/scrips/etc are the ones for the _new_ queue -- so watchers and so on need to be added to the new queue as well as the old one. Is RT logging anything that might give you a hint? In the queue config, did you just leave the "reply" and "comment" addresses blank, or did you explicitly set them to be the same as the customercare address? From rfh at pipex.net Wed Jul 25 10:54:19 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 25 Jul 2007 15:54:19 +0100 Subject: [rt-users] One email address, two queues In-Reply-To: <46A75745.9040502@yahoo.com> References: <46A749A6.3080703@yahoo.com> <46A74BD4.5010401@pipex.net> <46A74CA3.7050308@yahoo.com> <46A74E3D.4050404@pipex.net> <46A75583.7070001@ccdc.cam.ac.uk> <46A75745.9040502@yahoo.com> Message-ID: <46A7641B.8020703@pipex.net> Matthew; > How is your aliases file set up? I haven't added the CCEng alias to mine and my > responses TO the ticket are getting through however, I'm not getting the servers > responses FROM my ticket. > > Is that because of the NotifyActor thingy (sorry can't remember the actual function), but in some RT setups RT would not send a notification to the submitter of the update .. Have you checked that?? Roy > Keep up with me and what I'm up to: http://theillien.blogspot.com > > > Toby Darling wrote: > >>>> How would the aliases file be configured for this. As it is, >>>> CustomerCare uses >>>> "--queue customercare" while CCEng uses "--queue cceng". >>>> >>>> >>> Trying to keep up with you :?) , yes cause the email alias can only >>> point to 1 queue ( as far as I know), however this should n't effect >>> your customer experience .. >>> Best bet to try it ..create a ticket via email move the ticket to >>> another queue, etc etc ..practice makes perfect or something like that .. >>> >> This is how we've got RT set up - multiple queues, one email address. If >> it's a reply to an existing ticket 'the right thing happens' and it gets >> added to the ticket, if not, a new ticket is created in the queue >> specified in aliases. >> >> >> Cheers >> Toby >> >> LEGAL NOTICE >> Unless expressly stated otherwise, information contained in this >> message is confidential. If this message is not intended for you, >> please inform postmaster at ccdc.cam.ac.uk and delete the message. >> The Cambridge Crystallographic Data Centre is a company Limited >> by Guarantee and a Registered Charity. >> Registered in England No. 2155347 Registered Charity No. 800579 >> Registered office 12 Union Road, Cambridge CB2 1EZ. >> >> > > From Joerg.Ungermann at web.de Wed Jul 25 11:29:12 2007 From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=) Date: Wed, 25 Jul 2007 17:29:12 +0200 Subject: [rt-users] Rt Login Problems in 3.4 / 3.6 for Single Sign On Solution Message-ID: <792606502@web.de> We have been working on a Single Sign On Adapter for the TYPO3 Content Management System. It should login Typo 3 Users to RT autmatically This works fine with RT 3.6 What we do: 1. Call a Perl Programm called Login.pm which does Login in RT 2. Rt creates the session in the database and gives back the session object to a PHP program 3. PHP generates the Rt cookie with session ID and gives the browser a redirect URL in format http://Server/index.html?SessionCookie=XXXXXXXX (Session value) In the end there is a valid session in the database, a cookie written to the browser and the redirect URL The problem: RT 3.6 takes this nicely and grant access to the user RT 3.4 does only show the Login screen. Where is the difference in the Login behaviour? Why does RT 3.4 not accept session URL and cookie ? Thank you very much for hints on this. We are really running out of ideas. Kind regards JU _______________________________________________________________________ Jetzt neu! Sch?tzen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. http://www.pc-sicherheit.web.de/startseite/?mc=022220 From ruz at bestpractical.com Wed Jul 25 12:20:23 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Wed, 25 Jul 2007 20:20:23 +0400 Subject: [rt-users] [PERFORMANCE][PATCH] Searches by watchers with OR aggregator Message-ID: <589c94400707250920v5e0eee23t7f8634ff5a3c3940@mail.gmail.com> Hi, guys. Thank you for the feedback. Here is patch that should address performance problems with queries like: "Owner = X OR Requestor = Y" "Requestor = Y OR Status = X" and other queries where positive search conditions (=, like ...) on Requestor, Cc, AdminCc or Watchers are joined with other conditions using OR. It doesn't apply to queries with all ANDs, as well it's not about searches by links, dates or something else. It's about watchers and ORs. -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: 3.6-searches_by_watchers_performance_fix.patch Type: text/x-patch Size: 2158 bytes Desc: not available URL: From kamber.dalal at verizonbusiness.com Wed Jul 25 12:56:37 2007 From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber)) Date: Wed, 25 Jul 2007 16:56:37 +0000 Subject: [rt-users] How to Auto Resolve tickets with no subject Message-ID: I have written the following custom script to set the status of resolved for tickets created via e-mail or web GUI, but missing subject. Alas it fails. Condition: User Defined Action: User Defined Custom condition: return 0 unless ($self->TransactionObj->Type eq "Create" && $self->TicketObj->Subject =""); 1; Custom action preparation code: return 1; Custom action cleanup code: $self->TicketObj->SetStatus( "resolved"); return 1; From rfh at pipex.net Wed Jul 25 13:07:19 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 25 Jul 2007 18:07:19 +0100 Subject: [rt-users] How to Auto Resolve tickets with no subject In-Reply-To: References: Message-ID: <46A78347.4060505@pipex.net> maybe $self->TicketObj->Subject ="" should be $self->TicketObj->Subject == "" or even $self->TicketObj->Subject eq "" Roy Dalal, Kamber Z (Kamber) wrote: > I have written the following custom script to set the status of resolved > for tickets created via e-mail or web GUI, but missing subject. Alas it > fails. > > Condition: User Defined > > Action: User Defined > > Custom condition: > > return 0 unless ($self->TransactionObj->Type eq "Create" && > $self->TicketObj->Subject =""); 1; > > > Custom action preparation code: > > return 1; > > > Custom action cleanup code: > > $self->TicketObj->SetStatus( "resolved"); return 1; > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From kamber.dalal at verizonbusiness.com Wed Jul 25 13:12:17 2007 From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber)) Date: Wed, 25 Jul 2007 17:12:17 +0000 Subject: [rt-users] How to Auto Resolve tickets with no subject In-Reply-To: <46A78347.4060505@pipex.net> References: <46A78347.4060505@pipex.net> Message-ID: Thanks, setting it to eq worked. -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Wednesday, July 25, 2007 12:07 PM To: Dalal, Kamber Z (Kamber) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How to Auto Resolve tickets with no subject maybe $self->TicketObj->Subject ="" should be $self->TicketObj->Subject == "" or even $self->TicketObj->Subject eq "" Roy Dalal, Kamber Z (Kamber) wrote: > I have written the following custom script to set the status of > resolved for tickets created via e-mail or web GUI, but missing > subject. Alas it fails. > > Condition: User Defined > > Action: User Defined > > Custom condition: > > return 0 unless ($self->TransactionObj->Type eq "Create" && > $self->TicketObj->Subject =""); 1; > > > Custom action preparation code: > > return 1; > > > Custom action cleanup code: > > $self->TicketObj->SetStatus( "resolved"); return 1; > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From sebsua at gmail.com Wed Jul 25 13:17:26 2007 From: sebsua at gmail.com (sebsua at gmail.com) Date: Wed, 25 Jul 2007 14:17:26 -0300 Subject: [rt-users] "via RT" not showing requestor email Message-ID: When Requestors replies to tickets, the email sent to the Owner does not show address in "From" field. Ex. "sebsua at gmail via RT" shows " via RT". Any clue? Running RT 3.7.13 From KFCrocker at lbl.gov Wed Jul 25 14:07:50 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 Jul 2007 11:07:50 -0700 Subject: [rt-users] RT Privileges question Message-ID: <46A79176.3060909@lbl.gov> To all, We are currently testing 3.6.4 and I was playing with privileges and took away the "watch" right from requestors. I created a test ticket with a requestor who is in 1 group and that group could not do anything except "TakeTicket" and "SeeQueue". No other rights at all for any group, role or system. When I change the status on the ticket, the scrip for that change initiated and the requestor still got an E_mail. I thought that if you did not have the "WATCH" right, you would not receive E_mails. This person also is NOT a watcher on the Queue either. Anyone have experience with this right? Kenn LBNL From sunlist at yahoo.com Wed Jul 25 14:25:24 2007 From: sunlist at yahoo.com (mailing list) Date: Wed, 25 Jul 2007 11:25:24 -0700 (PDT) Subject: [rt-users] CC not receiving email Message-ID: <302812.13572.qm@web63811.mail.re1.yahoo.com> I was able to disable LDAP to use the all the fields in opening a new ticket without LDAP externally verifying all the fields. However, I ran into a new problem, when opening a new ticket, email address in the Cc field is not going out. I've searched the list and found that I possibly might need to edit the RT_SiteConfig.pm file and modify the $ParseNewMessageForTicketCcs and/or the $RTAddressRegexp setting. However, I do not see any of the above parameters in RT_SiteConfig.pm, do I need to add/modify or do something different to get email address in Cc field going out? Additionally, email does go out to the Requestor and Admin Cc, just not for the Cc. RT 3.6.3 on Solaris 10. Thank you. Regards, Mike ____________________________________________________________________________________ Need a vacation? Get great deals to amazing places on Yahoo! Travel. http://travel.yahoo.com/ From KFCrocker at lbl.gov Wed Jul 25 15:00:36 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 Jul 2007 12:00:36 -0700 Subject: [rt-users] CC not receiving email In-Reply-To: <302812.13572.qm@web63811.mail.re1.yahoo.com> References: <302812.13572.qm@web63811.mail.re1.yahoo.com> Message-ID: <46A79DD4.6080700@lbl.gov> Mike, Do you have a scrip with the condition set to "On Status Change" with the action set to "Notify Others"? If you specifically want only certain status changes, then you need to make the condition "User Defined" and write a perl scrip something like return ($self->TransactionObj->Type eq "Status" && $self->TransactionObj->NewValue eq "xxxxxx"); where xxxxxx equals the status you want the action to react to. Keep in mind that "Cc's" as watchers are not the same as "cc's" in the people section of a ticket. Hope this helps. Kenn LBNL mailing list wrote: > I was able to disable LDAP to use the all the fields in opening a new ticket > without LDAP externally verifying all the fields. However, I ran into a new > problem, when opening a new ticket, email address in the Cc field is not going > out. I've searched the list and found that I possibly might need to edit the > RT_SiteConfig.pm file and modify the $ParseNewMessageForTicketCcs and/or the > $RTAddressRegexp setting. > > However, I do not see any of the above parameters in RT_SiteConfig.pm, do I > need to add/modify or do something different to get email address in Cc field > going out? Additionally, email does go out to the Requestor and Admin Cc, just > not for the Cc. > > RT 3.6.3 on Solaris 10. Thank you. > > Regards, > > Mike > > > > > ____________________________________________________________________________________ > Need a vacation? Get great deals > to amazing places on Yahoo! Travel. > http://travel.yahoo.com/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From mario.gomide at agricultura.gov.br Wed Jul 25 16:47:07 2007 From: mario.gomide at agricultura.gov.br (Mario Gomide) Date: Wed, 25 Jul 2007 17:47:07 -0300 Subject: [rt-users] Forcing Status Changes In-Reply-To: <469CF00D.80603@lbl.gov> References: <468E7459.1090207@agricultura.gov.br> <6.2.1.2.2.20070706095938.024dfcb8@mail.sdsu.edu> <469CCA6E.10906@agricultura.gov.br> <6.2.1.2.2.20070717082014.024788b8@mail.sdsu.edu> <469CF00D.80603@lbl.gov> Message-ID: <46A7B6CB.2070509@agricultura.gov.br> Hi Kenn, hi Gene! I had some trouble with the logging part, but I fixed it. Then I had this problem: [error]: Scrip Prepare XX died. - Undefined subroutine &Scalar::Util::weaken called at /usr/local/rt3/lib/RT/Action/Generic.pm line 107. This was also fixed after updating Scalar::Util via CPAN with the command: #cpan -fi Scalar::Util but still got nothing... so I rebooted and it began to work, and now my scrip is running and logging. Apparently, the scrip is working fine, and now back to my original problem: When a ticket with status "A" cannot change to status "B", the result text shows that this status change occurred (Status changed from A to B), even though it in fact didn't ocurr (the status is unchanged). How can I, in this case, show an error message like "ERROR: Status cannot be changed from A to B! Status remains A." on the results part after modifying a ticket? I've tried to set in the scrip, inside the "if" statement: return $self->loc("TEXT TELLING THE USER HE CANT CHANGE FROM STATUS A TO B"); but my text doesn't appear... since I'm sort of new to perl and customizing RT, this was like a blind guess... Any ideas? Anyway, thanks so much for your help so far! Mario Kenneth Crocker escreveu: > Mario, > > > Gene is right (he helped me a bunch when I created several scrips > that change ticket status for a workflow design)). The entries to your > log will help a great deal. I had several scrips that made several > changes (one at a time) and when it ran into an error, the status did > not get changed. I'd take a look at your log and see what is > happening. That will help in debugging your code. > > > Kenn > LBNL From joliver at john-oliver.net Wed Jul 25 17:10:43 2007 From: joliver at john-oliver.net (John Oliver) Date: Wed, 25 Jul 2007 14:10:43 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070724172027.GB4741@ns.sdsitehosting.net> References: <16426EA38D57E74CB1DE5A6AE1DB0394485620@w3hamboex11.ger.win.int.kn> <20070724172027.GB4741@ns.sdsitehosting.net> Message-ID: <20070725211043.GA32383@ns.sdsitehosting.net> On Tue, Jul 24, 2007 at 10:20:27AM -0700, John Oliver wrote: > On Tue, Jul 24, 2007 at 08:13:24AM +0200, Ham MI-ID, Torsten Brumm wrote: > > Is the server at the same box or on a separated box? How does your setup looks like? > > The database is on a separate host. It can be accessed with mysqladmin > from the host running RT, so there isn't a firewall or anything. > > > > -----Original Message----- > > > > On Mon, Jul 23, 2007 at 11:13:41PM +0200, Ham MI-ID, Torsten Brumm wrote: > > > Does this error happen all the time or after a longer time without any usage? > > > > All the time. > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > > To: rt-users at lists.bestpractical.com > > > Sent: Mon Jul 23 22:25:23 2007 > > > Subject: [rt-users] RT not connecting to database? > > > > > > When I hit my RT install in a browser, I get an Internet Server Error. > > > The error_log says: > > > > > > DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't > > > connect to MySQL server on '10.12.14.149' (13) at > > > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 > > > Connect Failed Can't connect to MySQL server on '10.12.14.149' (13) > > > at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205 > > > [Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer: > > > mod_fcgid: read data from fastcgi server error. > > > [Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end > > > of script headers: mason_handler.fcgi > > > > I can run mason_handler.fcgi from the command line and get results, > > so... some issue with the Apache configuration? I'm still having this problem. I configured Apache to use mod_perl instead of fcgid and I get the same results. The databaase is accessible, but RT won't access it. I'm stumped. Could this be an issue with perl-DBI? Or something else? How can I troubleshoot further? I'm stuck. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From jmoseley at corp.xanadoo.com Wed Jul 25 17:10:08 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 25 Jul 2007 16:10:08 -0500 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070725211043.GA32383@ns.sdsitehosting.net> Message-ID: Please list the Set($Database* entries you have in RT_SiteConfig.pm Also, have you run 'make testdeps' to see if you are missing any perl modules? James Moseley John Oliver To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: Re: [rt-users] RT not connecting to database? 07/25/2007 04:10 PM On Tue, Jul 24, 2007 at 10:20:27AM -0700, John Oliver wrote: > On Tue, Jul 24, 2007 at 08:13:24AM +0200, Ham MI-ID, Torsten Brumm wrote: > > Is the server at the same box or on a separated box? How does your setup looks like? > > The database is on a separate host. It can be accessed with mysqladmin > from the host running RT, so there isn't a firewall or anything. > > > > -----Original Message----- > > > > On Mon, Jul 23, 2007 at 11:13:41PM +0200, Ham MI-ID, Torsten Brumm wrote: > > > Does this error happen all the time or after a longer time without any usage? > > > > All the time. > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > > To: rt-users at lists.bestpractical.com > > > Sent: Mon Jul 23 22:25:23 2007 > > > Subject: [rt-users] RT not connecting to database? > > > > > > When I hit my RT install in a browser, I get an Internet Server Error. > > > The error_log says: > > > > > > DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't > > > connect to MySQL server on '10.12.14.149' (13) at > > > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 > > > Connect Failed Can't connect to MySQL server on '10.12.14.149' (13) > > > at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205 > > > [Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer: > > > mod_fcgid: read data from fastcgi server error. > > > [Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end > > > of script headers: mason_handler.fcgi > > > > I can run mason_handler.fcgi from the command line and get results, > > so... some issue with the Apache configuration? I'm still having this problem. I configured Apache to use mod_perl instead of fcgid and I get the same results. The databaase is accessible, but RT won't access it. I'm stumped. Could this be an issue with perl-DBI? Or something else? How can I troubleshoot further? I'm stuck. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From rlong at bluegecko.net Wed Jul 25 17:52:40 2007 From: rlong at bluegecko.net (Robert Long) Date: Wed, 25 Jul 2007 14:52:40 -0700 Subject: [rt-users] RT Privileges question In-Reply-To: <46A79176.3060909@lbl.gov> References: <46A79176.3060909@lbl.gov> Message-ID: <46A7C628.4040400@bluegecko.net> Kenneth Crocker wrote: > To all, > > > > We are currently testing 3.6.4 and I was playing with privileges > and took away the "watch" right from requestors. I created a test > ticket with a requestor who is in 1 group and that group could not do > anything except "TakeTicket" and "SeeQueue". No other rights at all > for any group, role or system. When I change the status on the ticket, > the scrip for that change initiated and the requestor still got an > E_mail. I thought that if you did not have the "WATCH" right, you > would not receive E_mails. This person also is NOT a watcher on the > Queue either. Anyone have experience with this right? > > > Kenn > LBNL Hey Kenn, You'll need to change the 'scrip' that causes this to happen. It's located in configuration->global->scrips, depending on your setup there should be something that updates the requestor on correspondence. ( others correct me if I'm wrong ) I think of the privileges like this; they tell what a user can do, not what RT does. The scrips tell RT what to do, you could easily set them up to send an email to someone who has no privileges or is not even in RT's configuration. If you have a situation where you don't want particular users to receive updates, you could do a few things. Use their email address as their username and leave the email blank or fill it in with some other value. Or you could modify the scrip condition to check to see if the user is a watcher. There is probably another way of doing that as well... .r' From KFCrocker at lbl.gov Wed Jul 25 18:17:25 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 25 Jul 2007 15:17:25 -0700 Subject: [rt-users] RT Privileges question In-Reply-To: <46A7C628.4040400@bluegecko.net> References: <46A79176.3060909@lbl.gov> <46A7C628.4040400@bluegecko.net> Message-ID: <46A7CBF5.6000606@lbl.gov> Robert, Thanks. I thought so. I really want the E_mail to go out, I was just trying to figure out how "WATCH" worked, you know, what is it for and how does it work? I administrate this system and I like knowing "all there is to know" about it if I'm gonna be responsible for it and answer users' questions. Thanks. Kenn LBNL Robert Long wrote: > Kenneth Crocker wrote: >> To all, >> >> >> >> We are currently testing 3.6.4 and I was playing with privileges >> and took away the "watch" right from requestors. I created a test >> ticket with a requestor who is in 1 group and that group could not do >> anything except "TakeTicket" and "SeeQueue". No other rights at all >> for any group, role or system. When I change the status on the ticket, >> the scrip for that change initiated and the requestor still got an >> E_mail. I thought that if you did not have the "WATCH" right, you >> would not receive E_mails. This person also is NOT a watcher on the >> Queue either. Anyone have experience with this right? >> >> >> Kenn >> LBNL > > > Hey Kenn, > > You'll need to change the 'scrip' that causes this to happen. It's > located in configuration->global->scrips, depending on your setup there > should be something that updates the requestor on correspondence. > > ( others correct me if I'm wrong ) > > I think of the privileges like this; they tell what a user can do, not > what RT does. The scrips tell RT what to do, you could easily set them > up to send an email to someone who has no privileges or is not even in > RT's configuration. > > If you have a situation where you don't want particular users to receive > updates, you could do a few things. Use their email address as their > username and leave the email blank or fill it in with some other value. > Or you could modify the scrip condition to check to see if the user is a > watcher. There is probably another way of doing that as well... > > .r' > From joliver at john-oliver.net Wed Jul 25 19:21:37 2007 From: joliver at john-oliver.net (John Oliver) Date: Wed, 25 Jul 2007 16:21:37 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: References: <20070725211043.GA32383@ns.sdsitehosting.net> Message-ID: <20070725232137.GB2229@ns.sdsitehosting.net> On Wed, Jul 25, 2007 at 04:10:08PM -0500, James Moseley wrote: > Please list the Set($Database* entries you have in RT_SiteConfig.pm Set($DatabaseHost , '10.12.14.149'); Set($DatabaseRTHost , '10.12.14.149'); #The name of the database user (inside the database) Set($DatabaseUser , 'rt_user'); # Password the DatabaseUser should use to access the database Set($DatabasePassword , '***********'); # The name of the RT's database on your database server Set($DatabaseName , 'rt3'); > Also, have you run 'make testdeps' to see if you are missing any perl > modules? No. RT was installed as an RPM via yum from the FC7 extras repository. FWIW, I installed a CentOS 5 host to try to install from source again... and am once again trapped in a hopeless maze of unresolvable dependencies. Tons of the items that make fixdeps wants to install fail, but there are so many of them rushing by, I couldn't begin to guess what's failing or why. This is why I wanted to get the RPM install working. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From kerrboy at gmail.com Wed Jul 25 19:46:14 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Wed, 25 Jul 2007 19:46:14 -0400 Subject: [rt-users] Re: [PERFORMANCE][PATCH] Searches by watchers with OR aggregator In-Reply-To: <589c94400707250920v5e0eee23t7f8634ff5a3c3940@mail.gmail.com> References: <589c94400707250920v5e0eee23t7f8634ff5a3c3940@mail.gmail.com> Message-ID: On 7/25/07, Ruslan Zakirov wrote: > Hi, guys. > > Thank you for the feedback. Here is patch that should address > performance problems with queries like: > "Owner = X OR Requestor = Y" > "Requestor = Y OR Status = X" > and other queries where positive search conditions (=, like ...) on > Requestor, Cc, AdminCc or Watchers are joined with other conditions > using OR. It doesn't apply to queries with all ANDs, as well it's not > about searches by links, dates or something else. It's about watchers > and ORs. Hi Ruslan, Thanks for your help. The patch fixed the query in question. There is another query behind it that is extremely slow under MySQL 4.1.22, apparently. Under MySQL 4.1.18 it takes 3 seconds - on MySQL 4.1.22 it takes 3minutes. Yikes. Seems like a pretty huge difference for any possible query optimizer changes from 4.1.18 -> 4.1.21. Looks like I might need to downgrade mysql. SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE (Users_3.EmailAddress LIKE '%tom%') AND (main.Status != 'deleted') AND (main.Owner = '58936' OR ( CachedGroupMembers_2.id IS NOT NULL ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.id ASC LIMIT 50 50 rows in set (3 min 2.12 sec) From ruz at bestpractical.com Wed Jul 25 21:18:01 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Thu, 26 Jul 2007 05:18:01 +0400 Subject: [rt-users] Re: [PERFORMANCE][PATCH] Searches by watchers with OR aggregator In-Reply-To: References: <589c94400707250920v5e0eee23t7f8634ff5a3c3940@mail.gmail.com> Message-ID: <589c94400707251818j36e53878rd7763d66084d1498@mail.gmail.com> On 7/26/07, Brian Kerr wrote: > On 7/25/07, Ruslan Zakirov wrote: > > Hi, guys. > > > > Thank you for the feedback. Here is patch that should address > > performance problems with queries like: > > "Owner = X OR Requestor = Y" > > "Requestor = Y OR Status = X" > > and other queries where positive search conditions (=, like ...) on > > Requestor, Cc, AdminCc or Watchers are joined with other conditions > > using OR. It doesn't apply to queries with all ANDs, as well it's not > > about searches by links, dates or something else. It's about watchers > > and ORs. > > Hi Ruslan, > > Thanks for your help. The patch fixed the query in question. There > is another query behind it that is extremely slow under MySQL 4.1.22, > apparently. Under MySQL 4.1.18 it takes 3 seconds - on MySQL 4.1.22 > it takes 3minutes. Yikes. Can you give me EXPLAINs? Wonder if you can give explain of the query for both versions of mysql? Keneth, Robert or other RT users, could you please try to reproduce results Brian sees. > > Seems like a pretty huge difference for any possible query optimizer > changes from 4.1.18 -> 4.1.21. When I'm talking about mysql query optimizer, I'm talking not about optimizations mysql uses during execution of a query, but about the mysql query planner which defines order of operations, which indexes to use and so on. When you run EXPLAIN SELECT... you're executing the planner and get a plan mysql will use to execute the query. Even minor changes in a plan can kill performance. Ok, we have another variant of the query. Remember that third query we tested before with COUNT(...)? Try the following query: SELECT SQL_NO_CACHE DISTINCT main.* FROM Tickets main JOIN Groups Groups_1 ON Groups_1.Domain = 'RT::Ticket-Role' AND Groups_1.Type = 'Requestor' AND Groups_1.Instance = main.id LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON CachedGroupMembers_2.GroupId = Groups_1.id LEFT JOIN Users Users_3 ON CachedGroupMembers_2.MemberId = Users_3.id WHERE main.Status != 'deleted' AND main.Type = 'ticket' AND main.EffectiveId = main.id AND ( main.Owner = '58936' OR Users_3.EmailAddress LIKE '%tom%' ) ORDER BY main.id ASC LIMIT 50 May be we should switch to this variant even if counting ticket with it is slower. > > Looks like I might need to downgrade mysql. > > SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN > Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( > Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT > JOIN CachedGroupMembers CachedGroupMembers_2 ON ( > CachedGroupMembers_2.MemberId = Users_3.id ) AND ( > CachedGroupMembers_2.GroupId = Groups_1.id ) WHERE > (Users_3.EmailAddress LIKE '%tom%') AND (main.Status != 'deleted') AND > (main.Owner = '58936' OR ( CachedGroupMembers_2.id IS NOT NULL ) ) > AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY > main.id ASC LIMIT 50 > > 50 rows in set (3 min 2.12 sec) > -- Best regards, Ruslan. From kerrboy at gmail.com Wed Jul 25 21:41:36 2007 From: kerrboy at gmail.com (Brian Kerr) Date: Wed, 25 Jul 2007 21:41:36 -0400 Subject: [rt-users] Re: [PERFORMANCE][PATCH] Searches by watchers with OR aggregator In-Reply-To: <589c94400707251818j36e53878rd7763d66084d1498@mail.gmail.com> References: <589c94400707250920v5e0eee23t7f8634ff5a3c3940@mail.gmail.com> <589c94400707251818j36e53878rd7763d66084d1498@mail.gmail.com> Message-ID: On 7/25/07, Ruslan Zakirov wrote: ... > Can you give me EXPLAINs? Wonder if you can give explain of the query > for both versions of mysql? The explains are identical between 4.1.18 and 4.1.22: | 1 | SIMPLE | main | ALL | PRIMARY,Tickets2,Tickets4,Tickets5 | NULL | NULL | NULL | 141524 | Using where; Using temporary; Using filesort | | 1 | SIMPLE | Groups_1 | ref | Groups1,Groups2 | Groups1 | 135 | const,rt3.main.id,const | 1 | Using where; Using index; Distinct | | 1 | SIMPLE | Users_3 | index | NULL | Users4 | 121 | NULL | 1548 | Using where; Using index; Distinct | | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,GrouMem | DisGrouMem | 10 | rt3.Groups_1.id,rt3.Users_3.id | 1 | Using where; Using index; Distinct > Keneth, Robert or other RT users, could you please try to reproduce > results Brian sees. > > > > > Seems like a pretty huge difference for any possible query optimizer > > changes from 4.1.18 -> 4.1.21. > When I'm talking about mysql query optimizer, I'm talking not about > optimizations mysql uses during execution of a query, but about the > mysql query planner which defines order of operations, which indexes > to use and so on. When you run EXPLAIN SELECT... you're executing the > planner and get a plan mysql will use to execute the query. Even minor > changes in a plan can kill performance. Gotcha, this is definately something that was changed in mysql between 4.1.18 and 4.1.22. > Ok, we have another variant of the query. Remember that third query we > tested before with COUNT(...)? Try the following query: > SELECT SQL_NO_CACHE DISTINCT main.* > FROM Tickets main > JOIN Groups Groups_1 > ON Groups_1.Domain = 'RT::Ticket-Role' > AND Groups_1.Type = 'Requestor' > AND Groups_1.Instance = main.id > LEFT JOIN CachedGroupMembers CachedGroupMembers_2 > ON CachedGroupMembers_2.GroupId = Groups_1.id > LEFT JOIN Users Users_3 > ON CachedGroupMembers_2.MemberId = Users_3.id > WHERE > main.Status != 'deleted' > AND main.Type = 'ticket' > AND main.EffectiveId = main.id > AND ( main.Owner = '58936' OR Users_3.EmailAddress LIKE '%tom%' ) > ORDER BY main.id ASC LIMIT 50 > > May be we should switch to this variant even if counting ticket with > it is slower. This runs in 2.07 sec in 4.1.22 and 2.10 sec in 4.1.18. -Brian From rlong at bluegecko.net Wed Jul 25 22:26:45 2007 From: rlong at bluegecko.net (Robert Long) Date: Wed, 25 Jul 2007 19:26:45 -0700 Subject: [rt-users] Re: [PERFORMANCE][PATCH] Searches by watchers with OR aggregator In-Reply-To: <589c94400707251818j36e53878rd7763d66084d1498@mail.gmail.com> References: <589c94400707250920v5e0eee23t7f8634ff5a3c3940@mail.gmail.com> <589c94400707251818j36e53878rd7763d66084d1498@mail.gmail.com> Message-ID: <46A80665.5010909@bluegecko.net> First off thanks for the patch, I just applied it and the effected queries are running faster! As for the query below: On 5.0.45 I'm getting: Original query: 0.23 sec New query: 0.59 sec We don't really have any older 4.x systems laying around that I could test this on. Explains are listed below, thanks again! .r' Original query: *************************** 1. row *************************** id: 1 select_type: SIMPLE table: main type: ALL possible_keys: PRIMARY,Tickets2,Tickets3,Tickets4,Tickets5,Tickets6 key: NULL key_len: NULL ref: NULL rows: 7275 Extra: Using where; Using temporary; Using filesort *************************** 2. row *************************** id: 1 select_type: SIMPLE table: Groups_1 type: ref possible_keys: Groups1,Groups2 key: Groups1 key_len: 139 ref: const,rt3.main.id,const rows: 1 Extra: Using where; Using index; Distinct *************************** 3. row *************************** id: 1 select_type: SIMPLE table: Users_3 type: index possible_keys: NULL key: Users4 key_len: 123 ref: NULL rows: 622 Extra: Using where; Using index; Distinct *************************** 4. row *************************** id: 1 select_type: SIMPLE table: CachedGroupMembers_2 type: ref possible_keys: DisGrouMem,GrouMem key: GrouMem key_len: 10 ref: rt3.Groups_1.id,rt3.Users_3.id rows: 1 Extra: Using where; Using index; Distinct New Query: *************************** 1. row *************************** id: 1 select_type: SIMPLE table: main type: ALL possible_keys: PRIMARY,Tickets2,Tickets3,Tickets4,Tickets5,Tickets6 key: NULL key_len: NULL ref: NULL rows: 7275 Extra: Using where; Using temporary; Using filesort *************************** 2. row *************************** id: 1 select_type: SIMPLE table: Groups_1 type: ref possible_keys: Groups1,Groups2 key: Groups1 key_len: 139 ref: const,rt3.main.id,const rows: 1 Extra: Using where; Using index; Distinct *************************** 3. row *************************** id: 1 select_type: SIMPLE table: CachedGroupMembers_2 type: ref possible_keys: DisGrouMem,GrouMem key: DisGrouMem key_len: 5 ref: rt3.Groups_1.id rows: 1 Extra: Using index; Distinct *************************** 4. row *************************** id: 1 select_type: SIMPLE table: Users_3 type: eq_ref possible_keys: PRIMARY,Users3 key: PRIMARY key_len: 4 ref: rt3.CachedGroupMembers_2.MemberId rows: 1 Extra: Using where; Distinct From mikef at ack.berkeley.edu Wed Jul 25 22:28:02 2007 From: mikef at ack.berkeley.edu (Mike Friedman) Date: Wed, 25 Jul 2007 19:28:02 -0700 (PDT) Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070725211043.GA32383@ns.sdsitehosting.net> References: <16426EA38D57E74CB1DE5A6AE1DB0394485620@w3hamboex11.ger.win.int.kn> <20070724172027.GB4741@ns.sdsitehosting.net> <20070725211043.GA32383@ns.sdsitehosting.net> Message-ID: <20070725191306.S65997@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Wed, 25 Jul 2007 at 14:10 (-0700), John Oliver wrote: >> The database is on a separate host. It can be accessed with mysqladmin >> from the host running RT, so there isn't a firewall or anything. >> >>>> When I hit my RT install in a browser, I get an Internet Server >>>> Error. The error_log says: >>>> >>>> DBI connect('dbname=rt3;host=10.12.14.149','rt_user',...) failed: Can't >>>> connect to MySQL server on '10.12.14.149' (13) at >>>> /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 >>>> Connect Failed Can't connect to MySQL server on '10.12.14.149' (13) >>>> at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 205 >>>> [Mon Jul 23 13:20:52 2007] [warn] (104)Connection reset by peer: >>>> mod_fcgid: read data from fastcgi server error. >>>> [Mon Jul 23 13:20:52 2007] [error] [client 192.168.2.231] Premature end >>>> of script headers: mason_handler.fcgi >>> >>> I can run mason_handler.fcgi from the command line and get results, >>> so... some issue with the Apache configuration? > > I'm still having this problem. > > I configured Apache to use mod_perl instead of fcgid and I get the same > results. > > The databaase is accessible, but RT won't access it. I'm stumped. Could > this be an issue with perl-DBI? Or something else? John, I think I missed the earliest parts of this discussion, so let me just ask: are you using SSL to connect to your remote MySQL database? I do and my experience has been that out of the box RT doesn't provide a way to tell DBD::MySQL (used by DBI) where to find the SSL certificates. That information is normally pointed to in the MySQL client 'my.cnf' file and the location of that file must be specified in the database connect(), or as a separate DBI statement. This takes place in the RT::Handle module. [The 'mysql' command line client knows how to find the my.cnf file, or can be told how, via an environment variable. But perl's DBD::MySQL requires this information to be coded explicitly]. So, I wrote a small customization mod to RT::Handle that allows you to specify the location of 'my.cnf' as a variable in RT_SiteConfig.pm. This has been working for me for a couple of months now. I'm running RT 3.6.3. On the other hand, if you're not requiring SSL for your database connection, the above is not relevant to your problem. Mike _________________________________________________________________________ Mike Friedman Information Services & Technology mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu _________________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBRqgGta0bf1iNr4mCEQI9tQCgj9Qi00lX8BJwuDghLxf/BaQ6U9AAnjto Dv1z6ZWRM0NBbXexiaolRO5G =5xmP -----END PGP SIGNATURE----- From jmoseley at corp.xanadoo.com Wed Jul 25 23:26:08 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Wed, 25 Jul 2007 22:26:08 -0500 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070725232137.GB2229@ns.sdsitehosting.net> Message-ID: Our mysql database is on separate server as well, however, I have $DatabaseRTHost set to 'localhost' via the defaults in RT_Config.pm. You might try changing to localhost as well. I will admit I don't know what this variable defines, exactly... I will still suggest you download the source and run 'make testdeps' on the box you are trying to get RT working on. I am not suggesting that you actually go through with trying to install from source, just suggesting that you do this to find out what perl modules may be missing. At this point, neither you, me, nor the list knows for sure if all the necessary perl modules have been installed via the FC7 yum RPM. James Moseley John Oliver To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: Re: [rt-users] RT not connecting to database? 07/25/2007 06:21 PM On Wed, Jul 25, 2007 at 04:10:08PM -0500, James Moseley wrote: > Please list the Set($Database* entries you have in RT_SiteConfig.pm Set($DatabaseHost , '10.12.14.149'); Set($DatabaseRTHost , '10.12.14.149'); #The name of the database user (inside the database) Set($DatabaseUser , 'rt_user'); # Password the DatabaseUser should use to access the database Set($DatabasePassword , '***********'); # The name of the RT's database on your database server Set($DatabaseName , 'rt3'); > Also, have you run 'make testdeps' to see if you are missing any perl > modules? No. RT was installed as an RPM via yum from the FC7 extras repository. FWIW, I installed a CentOS 5 host to try to install from source again... and am once again trapped in a hopeless maze of unresolvable dependencies. Tons of the items that make fixdeps wants to install fail, but there are so many of them rushing by, I couldn't begin to guess what's failing or why. This is why I wanted to get the RPM install working. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Deepika.Bhatia at prosum.com Thu Jul 26 00:19:13 2007 From: Deepika.Bhatia at prosum.com (Deepika Bhatia) Date: Wed, 25 Jul 2007 21:19:13 -0700 Subject: [rt-users] RT on Oracle 9i or 10g. Message-ID: I was wondering if anyone is running RT on Oracle 9i or Oracle 10g. I am curious how is the performance of the application with the Oracle database? My company is considering moving the RT on the Oracle database and I wanted to get your opinion on the same. Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Thu Jul 26 06:25:35 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 26 Jul 2007 12:25:35 +0200 Subject: [rt-users] RT on Oracle 9i or 10g. In-Reply-To: References: Message-ID: <46A8769F.4050802@mococo.nl> Deepika Bhatia wrote: > I was wondering if anyone is running RT on Oracle 9i or Oracle 10g. I am > curious how is the performance of the application with the Oracle database? We are using OracleXE and performance has been good and judging from query times from other databases I think very good. > My company is considering moving the RT on the Oracle database and I > wanted to get your opinion on the same. One of the goodies you can get from moving to Oracle is the abilitiy to search on ticket body text using OracleText. Joop From Joerg.Ungermann at web.de Thu Jul 26 06:53:55 2007 From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=) Date: Thu, 26 Jul 2007 12:53:55 +0200 Subject: [rt-users] How does RT perform login? Message-ID: <793517867@web.de> What is the mechanism of logging a user in? Is it sufficient to have - a valid session in the sessions table - a valid cookie matching the session? to access RT via Browser? Can a session be hijacked this way? We are looking for a way to login in a user automatically without filling the Login Page. Therefor we try to find out how RT creates a user session. Are there differences from 3.4 to 3.6? Anybody who can give a hint? Kind regards JU _____________________________________________________________________ Der WEB.DE SmartSurfer hilft bis zu 70% Ihrer Onlinekosten zu sparen! http://smartsurfer.web.de/?mc=100071&distributionid=000000000066 From david.svejda at netfriends.cz Thu Jul 26 10:05:49 2007 From: david.svejda at netfriends.cz (David Svejda) Date: Thu, 26 Jul 2007 16:05:49 +0200 Subject: [rt-users] Grant ModifyTicket but not allow to send Reply In-Reply-To: <46A0E1CB.7060702@netfriends.cz> References: <46A0E1CB.7060702@netfriends.cz> Message-ID: <46A8AA3D.3000602@netfriends.cz> David Svejda wrote: > Hi, > > as far as I understand, acl rule ModifyTicket somehow includes the > ReplyToTicket permission. > > Is there any possibility to grant users or groups to ModifyTicket (so > they can move tickets from Queue to Queue or change the Status etc.) but > still to prevent them from posting a Reply (ReplyToTicket)? I want to > grant ReplyToTicket only to selected users/groups. > > I was trying but haven't found any suitable ACL rules combination. Is it > in principle possible or it will require some core programming? > > I'm using RT 3.6.4 with RTFM 2.2.0RC5 > > Thank you for any advice or pointing me to the right direction. > > > David I think I got it :) In Update.html on line 174 changing from $CanRespond = 1 if ( $TicketObj->CurrentUserHasRight('ReplyToTicket') or $TicketObj->CurrentUserHasRight('ModifyTicket') ); to $CanRespond = 1 if ( $TicketObj->CurrentUserHasRight('ReplyToTicket') ); will do the trick. I know it's not perfect solution, but it works. Maybe it helps someone in future. David From sunlist at yahoo.com Thu Jul 26 10:35:37 2007 From: sunlist at yahoo.com (mailing list) Date: Thu, 26 Jul 2007 07:35:37 -0700 (PDT) Subject: [rt-users] CC not receiving email In-Reply-To: <46A79DD4.6080700@lbl.gov> Message-ID: <734496.59191.qm@web63801.mail.re1.yahoo.com> --- Kenneth Crocker wrote: > Do you have a scrip with the condition set to "On Status Change" with > the action set to "Notify Others"? If you specifically want only certain > status changes, then you need to make the condition "User Defined" and > write a perl scrip something like Thanks Ken, this helps. I investigated the scrips configuration and there was no "On Create Notify" for Cc. However, there were scrips for Requestor and Admin Cc. Hence, I mimic the setup for "On Create Notify" from Admin Cc for Cc. I thought "On Create Notify" was default for all fields, but guess it was not. Tested with new tickets and it works, problem solved. Regards, Mike ____________________________________________________________________________________ Get the free Yahoo! toolbar and rest assured with the added security of spyware protection. http://new.toolbar.yahoo.com/toolbar/features/norton/index.php From rfh at pipex.net Thu Jul 26 10:58:38 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 26 Jul 2007 15:58:38 +0100 Subject: [rt-users] rights for create ticket in queue drop down Message-ID: <46A8B69E.3040605@pipex.net> Hi there; What rights should be granted to users on queues so these queues are visible from the New Ticket in Drop down .. and also from the Queue drop down in the Basics section .. What I want is for some users to be able to create tickets and move tickets to a particular queue, however they should n't see the ticket listing or search in any of these queues (ie the SeeQueue right shows more that I would like) .. Any pointers will be appreciated .. Roy From KFCrocker at lbl.gov Thu Jul 26 12:08:54 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 26 Jul 2007 09:08:54 -0700 Subject: [rt-users] rights for create ticket in queue drop down In-Reply-To: <46A8B69E.3040605@pipex.net> References: <46A8B69E.3040605@pipex.net> Message-ID: <46A8C716.7060506@lbl.gov> Roy, We are getting ready to move to RT 3.6.4 and are testing just about everything (we believe in heavy regression testing as well as for the new stuff) and have learned a few new things about privileges. the "SeeQueue" right basically lets a person create a ticket in that Queue (via drop-down if they also have the "CreateTicket" right for that Queue). The "ShowTicket" rights seems to be related to a user finding tickets via Search/Query. For us, we allow some users to "SeeQueue" and "CreateTicket" so they can create tickets but they cannot find the tickets individually when in the web. Together, they allow a person to create and look at the tickets. We give those rights at the Role "Requestor" level per Queue (different Queue's want different levels of visibility for their users). "ShowComments", "CommentOnTicket", and "ShowOutgoingEmail" are rights we reserve for our support groups along with "ModifyTickets", etc. (BTW, the "CommentOnTicket" is superfluous if the "ModifyTicket" is granted). Hope this helps. Kenn LBNL Roy El-Hames wrote: > Hi there; > > What rights should be granted to users on queues so these queues are > visible from the New Ticket in Drop down .. > and also from the Queue drop down in the Basics section .. > What I want is for some users to be able to create tickets and move > tickets to a particular queue, however they should n't see the ticket > listing or search in any of these queues (ie the SeeQueue right shows > more that I would like) .. > Any pointers will be appreciated .. > > 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 sebsua at gmail.com Thu Jul 26 12:15:49 2007 From: sebsua at gmail.com (sebsua at gmail.com) Date: Thu, 26 Jul 2007 13:15:49 -0300 Subject: [rt-users] Re: "via RT" not showing requestor email In-Reply-To: References: Message-ID: Downgrade to RT 3.7.5 we benn used for a cpl of month's without problems and the same issue is present. Maybe some RT_Siteconfig mismatch? Are we the only one who ever experience this? All thoughts will be welcome, getting desperate in here!! Thanks. Seb.- On 7/25/07, sebsua at gmail.com wrote: > When Requestors replies to tickets, the email sent to the Owner does > not show address in "From" field. > > Ex. "sebsua at gmail via RT" shows " via RT". > > Any clue? > > Running RT 3.7.13 > From joliver at john-oliver.net Thu Jul 26 12:48:28 2007 From: joliver at john-oliver.net (John Oliver) Date: Thu, 26 Jul 2007 09:48:28 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: References: <20070725232137.GB2229@ns.sdsitehosting.net> Message-ID: <20070726164828.GC22103@ns.sdsitehosting.net> On Wed, Jul 25, 2007 at 10:26:08PM -0500, James Moseley wrote: > Our mysql database is on separate server as well, however, I have > $DatabaseRTHost set to 'localhost' via the defaults in RT_Config.pm. You > might try changing to localhost as well. I will admit I don't know what > this variable defines, exactly... I'll give this a shot. > I will still suggest you download the source and run 'make testdeps' on the > box you are trying to get RT working on. I am not suggesting that you > actually go through with trying to install from source, just suggesting > that you do this to find out what perl modules may be missing. At this > point, neither you, me, nor the list knows for sure if all the necessary > perl modules have been installed via the FC7 yum RPM. I'll try this as well, but I have little confidence it will help... I opened the source on another host (CentOS 5), and make testdeps listed a couple of dozen needed dependencies. make fixdeps fixed a few, but wouldn't touch most of the rest. I try to install them via CPAN, and I get messages about no such thing, or dependencies that fail to install, dependencies that are further dependant upon other dependancies that are unresolvable because they in turn are dependant upon still more things that can't be installed... quite frankly, this is the most frustrating software package I've ever tried to install. I remember cursing at sendmail 10 years or so ago. It was well-known as a hideously complex, arcane piece of work, and was nowheres near as bad as RT! :-) -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From joliver at john-oliver.net Thu Jul 26 12:50:55 2007 From: joliver at john-oliver.net (John Oliver) Date: Thu, 26 Jul 2007 09:50:55 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070725191306.S65997@malcolm.berkeley.edu> References: <16426EA38D57E74CB1DE5A6AE1DB0394485620@w3hamboex11.ger.win.int.kn> <20070724172027.GB4741@ns.sdsitehosting.net> <20070725211043.GA32383@ns.sdsitehosting.net> <20070725191306.S65997@malcolm.berkeley.edu> Message-ID: <20070726165055.GD22103@ns.sdsitehosting.net> On Wed, Jul 25, 2007 at 07:28:02PM -0700, Mike Friedman wrote: > John, > > I think I missed the earliest parts of this discussion, so let me just > ask: are you using SSL to connect to your remote MySQL database? No :-) Right now, I'm just trying to get RT working "out of the box". I haven't even thought about any bizarre customizations. Honestly, thinking about doing something like SSL makes me want to just shoot myself in the head... anything that's this difficult and time-consuming simply to install cannot be customization-friendly. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From useofweapons at gmail.com Thu Jul 26 13:06:52 2007 From: useofweapons at gmail.com (Richard Shaw) Date: Thu, 26 Jul 2007 18:06:52 +0100 Subject: [rt-users] From address change Message-ID: Hi I've been looking at this for a couple of hours now and going every so slightly blind. I am of course sure that someone else has had the same issue, but for the life of me I can't find it Any mails coming out of RT when opened show the sender as www [www at host.domain]; on behalf of; support at domain.com I would really like to change this so it's just support at domain.com Any suggestions would be warmly welcomed Kind Regards Richard -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Thu Jul 26 13:17:48 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 26 Jul 2007 18:17:48 +0100 Subject: [rt-users] rights for create ticket in queue drop down In-Reply-To: <46A8C716.7060506@lbl.gov> References: <46A8B69E.3040605@pipex.net> <46A8C716.7060506@lbl.gov> Message-ID: <46A8D73C.2040506@pipex.net> Kenn; Thanks for this , a couple of questions: If you have granted your users the SeeQueue right how are you stopping them from seeing the ticket listings within a queue??? Its interesting your point about CommentOnTicket right , are you saying if someone have ModifyTicket they can Comment on a ticket .. I think this is broken, because I am sure you want some users (like customers) to modify a ticket (change status etc ) but not add / see comments? Roy Kenneth Crocker wrote: > Roy, > > > We are getting ready to move to RT 3.6.4 and are testing just > about everything (we believe in heavy regression testing as well as > for the new stuff) and have learned a few new things about privileges. > the "SeeQueue" right basically lets a person create a ticket in that > Queue (via drop-down if they also have the "CreateTicket" right for > that Queue). The "ShowTicket" rights seems to be related to a user > finding tickets via Search/Query. For us, we allow some users to > "SeeQueue" and "CreateTicket" so they can create tickets but they > cannot find the tickets individually when in the web. Together, they > allow a person to create and look at the tickets. We give those rights > at the Role "Requestor" level per Queue (different Queue's want > different levels of visibility for their users). "ShowComments", > "CommentOnTicket", and "ShowOutgoingEmail" are rights we reserve for > our support groups along with "ModifyTickets", etc. (BTW, the > "CommentOnTicket" is superfluous if the "ModifyTicket" is granted). > Hope this helps. > > > Kenn > LBNL > > Roy El-Hames wrote: >> Hi there; >> >> What rights should be granted to users on queues so these queues are >> visible from the New Ticket in Drop down .. >> and also from the Queue drop down in the Basics section .. >> What I want is for some users to be able to create tickets and move >> tickets to a particular queue, however they should n't see the ticket >> listing or search in any of these queues (ie the SeeQueue right shows >> more that I would like) .. >> Any pointers will be appreciated .. >> >> 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 rfh at pipex.net Thu Jul 26 13:22:13 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 26 Jul 2007 18:22:13 +0100 Subject: [rt-users] Re: "via RT" not showing requestor email In-Reply-To: References: Message-ID: <46A8D845.70809@pipex.net> Have you checked Set($UseFriendlyFromLine , In the RT_Config file: # By default, RT sets the outgoing mail's "From:" header to # "SenderName via RT". Setting this option to 0 disables it. Set($UseFriendlyFromLine , 1); Regards; Roy sebsua at gmail.com wrote: > Downgrade to RT 3.7.5 we benn used for a cpl of month's without > problems and the same issue is present. > > Maybe some RT_Siteconfig mismatch? > > Are we the only one who ever experience this? > > All thoughts will be welcome, getting desperate in here!! > > Thanks. > Seb.- > > On 7/25/07, sebsua at gmail.com wrote: > >> When Requestors replies to tickets, the email sent to the Owner does >> not show address in "From" field. >> >> Ex. "sebsua at gmail via RT" shows " via RT". >> >> Any clue? >> >> Running RT 3.7.13 >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From asheesh at asheesh.org Thu Jul 26 13:28:53 2007 From: asheesh at asheesh.org (Asheesh Laroia) Date: Thu, 26 Jul 2007 10:28:53 -0700 (PDT) Subject: [rt-users] From address change In-Reply-To: References: Message-ID: On Thu, 26 Jul 2007, Richard Shaw wrote: > Any mails coming out of RT when opened show the sender as > > www [www at host.domain]; on behalf of; support at domain.com It has to do with by the From: header and the Sender: header, for what it's worth. I don't recall off the top of my head where to customize RT to determine what values it puts in both, though. -- Asheesh. -- An avocado-tone refrigerator would look good on your resume. From sebsua at gmail.com Thu Jul 26 13:44:03 2007 From: sebsua at gmail.com (sebsua at gmail.com) Date: Thu, 26 Jul 2007 14:44:03 -0300 Subject: [rt-users] Re: "via RT" not showing requestor email In-Reply-To: <46A8D845.70809@pipex.net> References: <46A8D845.70809@pipex.net> Message-ID: On 7/26/07, Roy El-Hames wrote: > Have you checked > Set($UseFriendlyFromLine , > In the RT_Config file: > # By default, RT sets the outgoing mail's "From:" header to > # "SenderName via RT". Setting this option to 0 disables it. > Set($UseFriendlyFromLine , 1); Checked, value is 1. I detect some odd thing in here. All the Requestors that are already created (Can't stand when) when they reply the "SendeName" is display. All the Tests i perform since these cpl of day with new email addresses i get this issue. Weird eh! Clues welcome..! Seb.- From joliver at john-oliver.net Thu Jul 26 13:44:27 2007 From: joliver at john-oliver.net (John Oliver) Date: Thu, 26 Jul 2007 10:44:27 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: References: <20070725232137.GB2229@ns.sdsitehosting.net> Message-ID: <20070726174427.GE22103@ns.sdsitehosting.net> On Wed, Jul 25, 2007 at 10:26:08PM -0500, James Moseley wrote: > I will still suggest you download the source and run 'make testdeps' on the > box you are trying to get RT working on. [root at rt3 rt-3.6.4]# make testdeps | grep -v found /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql $VAR1 = { 'with-STANDALONE' => 0, 'with-MASON' => 1, 'with-MAILGATE' => 1, 'with-CORE' => 1, 'with-CLI' => 1, 'v' => 1, 'with-DEV' => 0, 'with-MYSQL' => 1 }; perl: users: CLI dependencies: CORE dependencies: Text::Quoted 2.02...MISSING Text::Autoformat ...MISSING Module::Versions::Report 1.03...MISSING Module::Versions::Report version 1.03 required--this is only version 1.02 at (eval 33) line 2. MAILGATE dependencies: MASON dependencies: Text::WikiFormat 0.76...MISSING XML::RSS 1.05...MISSING MYSQL dependencies: SOMETHING WAS MISSING! So, no missing MySQL-related items. I can't help but think that the ones shown as missing couldn't possibly have anything to do with RT not connecting to the database. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From rfh at pipex.net Thu Jul 26 14:02:53 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 26 Jul 2007 19:02:53 +0100 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070726174427.GE22103@ns.sdsitehosting.net> References: <20070725232137.GB2229@ns.sdsitehosting.net> <20070726174427.GE22103@ns.sdsitehosting.net> Message-ID: <46A8E1CD.5030508@pipex.net> Sorry I have n't the rest of the thread available .. is your mysql and the web (where rt is )on the same server ?? can you from the command line connect to the rt3 (or whatever your rt database) using the same username and password in RT_SiteConfig ?? Apologies if you have already checked that Roy John Oliver wrote: > On Wed, Jul 25, 2007 at 10:26:08PM -0500, James Moseley wrote: > >> I will still suggest you download the source and run 'make testdeps' on the >> box you are trying to get RT working on. >> > > [root at rt3 rt-3.6.4]# make testdeps | grep -v found > /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql > $VAR1 = { > 'with-STANDALONE' => 0, > 'with-MASON' => 1, > 'with-MAILGATE' => 1, > 'with-CORE' => 1, > 'with-CLI' => 1, > 'v' => 1, > 'with-DEV' => 0, > 'with-MYSQL' => 1 > }; > perl: > users: > CLI dependencies: > CORE dependencies: > Text::Quoted 2.02...MISSING > Text::Autoformat ...MISSING > Module::Versions::Report 1.03...MISSING > Module::Versions::Report version 1.03 required--this is > only version 1.02 at (eval 33) line 2. > MAILGATE dependencies: > MASON dependencies: > Text::WikiFormat 0.76...MISSING > XML::RSS 1.05...MISSING > MYSQL dependencies: > > SOMETHING WAS MISSING! > > > > So, no missing MySQL-related items. I can't help but think that the > ones shown as missing couldn't possibly have anything to do with RT not > connecting to the database. > > From rlong at bluegecko.net Thu Jul 26 14:31:19 2007 From: rlong at bluegecko.net (Robert Long) Date: Thu, 26 Jul 2007 11:31:19 -0700 Subject: [rt-users] rights for create ticket in queue drop down In-Reply-To: <46A8D73C.2040506@pipex.net> References: <46A8B69E.3040605@pipex.net> <46A8C716.7060506@lbl.gov> <46A8D73C.2040506@pipex.net> Message-ID: <46A8E877.9000105@bluegecko.net> Roy El-Hames wrote: > Kenn; > Thanks for this , a couple of questions: > If you have granted your users the SeeQueue right how are you stopping > them from seeing the ticket listings within a queue??? > Its interesting your point about CommentOnTicket right , are you > saying if someone have ModifyTicket they can Comment on a ticket .. I > think this is broken, because I am sure you want some users (like > customers) to modify a ticket (change status etc ) but not add / see > comments? > > Roy > Hey Roy, Couple of things, there a good document on the wiki about this; http://wiki.bestpractical.com/view/Rights Also you would find the 'RT Essentials' book quite helpful for setting user permissions. SeeQueue just shows the Queue, not the contents of said Queue. Without this the actor wouldn't have the rights to access the queue to get a listing of tickets. Only tickets that the actor has 'ShowTicket' privilege on will show up. So if you only wanted Requestors to be able to have this privilege, you would take 'ShowTicket' away from 'Everyone' and make sure that 'Requestors' have it. As for the ModifyTicket / Comment, this is due to the nature of how that information is handled. Correspondence, Comments, Status, etc are all part of the Ticket. ModifyTicket does just that, and allows for changes over all of these things - it is kind of a catch all designed to administrators. If you wanted clients to be able to change the status of their tickets (see note below), you would have to add a new privilege. Extending RT in this direction wouldn't be too bad. However, allowing clients to set the ticket status doesn't seem like that great of a deal to me. If a ticket is closed and someone adds another correspondence to it, the ticket becomes open again. I believe this is also the case for stalled tickets. So a client can change the status back to open if action still needs to be taken. Really the only case is if the client wants to set a ticket to stalled or closed - this might not be what you want, as a client could errantly change the status of a ticket, and it could easily fall through the cracks... .r' From cmoughan at bbinslv.com Thu Jul 26 15:53:35 2007 From: cmoughan at bbinslv.com (Christopher Moughan) Date: Thu, 26 Jul 2007 15:53:35 -0400 Subject: [rt-users] Help with a query Message-ID: <19D938D7DBF96940829914A3039A3DBE07EB06D6@bblvmail.LEHR1.com> Hey all, I apologize if this is the wrong forum for this, but is there anyone willing to share a query or two with me. I know absolutely nothing about MySQL queries. (I did how ever just order a book). I am looking for generic simple queries. Ticket ID, User, Subject, Time worked, Status. I have MySQL Query Builder can't seem to get the tables to join properly. My RT DB installation is default, no mods to tables or anything. ANY help is appreciated. Thanks Christopher Moughan System Administrator Brown & Brown Lehigh Valley 268 Brodhead Road Bethlehem, PA 18017 Office 610-694-1814 Fax 610-974-9791 IMPORTANT: Insurance coverage can not be bound, amended or changed via voicemail, facsimile or Email message without confirmation from an authorized Brown & Brown representative. NOTICE: The information contained in this electronic message is legally privileged and confidential and is intended for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this message is strictly prohibited. If you have received this communication in error, please contact the sender by reply email and destroy all electronic and printed copies of this message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Thu Jul 26 16:03:52 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 26 Jul 2007 13:03:52 -0700 Subject: [rt-users] rights for create ticket in queue drop down In-Reply-To: <46A8D73C.2040506@pipex.net> References: <46A8B69E.3040605@pipex.net> <46A8C716.7060506@lbl.gov> <46A8D73C.2040506@pipex.net> Message-ID: <46A8FE28.2000700@lbl.gov> Roy, To answer your first question; I do NOT give them the "ShowTicket" right. Without that right, they will not see any ticket in a queue. The second question; "ModifyTicket" as a right INCLUDES the right to comment on a ticket. This allows you to grant users the right to comment on a ticket but not change anything else on the ticket. We do not let users/customer modify tickets. User's/customers make the request, reply on E_mail, make comments, but all other work and status changes, etc. is done by the support staff, who, as a group, are allowed to own tickets. We do not grant ANY of these privileges on a global basis, but on a Queue by Queue basis as some Quyeue may not want their customers to even see or make comments. Hope this helps. Kenn LBNL Roy El-Hames wrote: > Kenn; > Thanks for this , a couple of questions: > If you have granted your users the SeeQueue right how are you stopping > them from seeing the ticket listings within a queue??? > Its interesting your point about CommentOnTicket right , are you saying > if someone have ModifyTicket they can Comment on a ticket .. I think > this is broken, because I am sure you want some users (like customers) > to modify a ticket (change status etc ) but not add / see comments? > > Roy > > Kenneth Crocker wrote: >> Roy, >> >> >> We are getting ready to move to RT 3.6.4 and are testing just >> about everything (we believe in heavy regression testing as well as >> for the new stuff) and have learned a few new things about privileges. >> the "SeeQueue" right basically lets a person create a ticket in that >> Queue (via drop-down if they also have the "CreateTicket" right for >> that Queue). The "ShowTicket" rights seems to be related to a user >> finding tickets via Search/Query. For us, we allow some users to >> "SeeQueue" and "CreateTicket" so they can create tickets but they >> cannot find the tickets individually when in the web. Together, they >> allow a person to create and look at the tickets. We give those rights >> at the Role "Requestor" level per Queue (different Queue's want >> different levels of visibility for their users). "ShowComments", >> "CommentOnTicket", and "ShowOutgoingEmail" are rights we reserve for >> our support groups along with "ModifyTickets", etc. (BTW, the >> "CommentOnTicket" is superfluous if the "ModifyTicket" is granted). >> Hope this helps. >> >> >> Kenn >> LBNL >> >> Roy El-Hames wrote: >>> Hi there; >>> >>> What rights should be granted to users on queues so these queues are >>> visible from the New Ticket in Drop down .. >>> and also from the Queue drop down in the Basics section .. >>> What I want is for some users to be able to create tickets and move >>> tickets to a particular queue, however they should n't see the ticket >>> listing or search in any of these queues (ie the SeeQueue right shows >>> more that I would like) .. >>> Any pointers will be appreciated .. >>> >>> 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 shildreth at allantgroup.com Thu Jul 26 15:50:59 2007 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Thu, 26 Jul 2007 14:50:59 -0500 Subject: [rt-users] Sudden segfaults Rt-3.6.3 Message-ID: <1185479459.6120.559.camel@scotth.emsphone.com> I've had rt-3.6.3 running for awhile, while I was on vacation users were complaining that the changes to tickets were not saved. My manager was poking around and found seg fault messages in the Apache logs. I ran mysqlcheck on the databases (we have replication running) and the tables seem fine. I checked /var/log/messages and I see this error message when the seq fault occurs, Jul 26 13:36:51 dots1a RT: DBD::mysql::st execute failed: Unknown column 'main.0xa00c930' in 'order clause' at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. (/usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) Jul 26 13:36:51 dots1a RT: RT::Handle=HASH(0x9af88ac) couldn't execute the query 'SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Owner = '10' ) AND ( main.Status = 'new' OR main.Status = 'open' ) ) AND ( 'main.0xa00c930' <= this doesn't look good any ideas? Thanks. -- Scott T. Hildreth From shildreth at allantgroup.com Thu Jul 26 16:27:09 2007 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Thu, 26 Jul 2007 15:27:09 -0500 Subject: [rt-users] Sudden segfaults Rt-3.6.3 In-Reply-To: <1185479459.6120.559.camel@scotth.emsphone.com> References: <1185479459.6120.559.camel@scotth.emsphone.com> Message-ID: <1185481629.6120.562.camel@scotth.emsphone.com> Looking back through old logs, this has happened before but not with the frequency that has occurred in the last 3 days. On Thu, 2007-07-26 at 14:50 -0500, Scott T. Hildreth wrote: > I've had rt-3.6.3 running for awhile, while I was on vacation > users were complaining that the changes to tickets were not saved. > My manager was poking around and found seg fault messages in the > Apache logs. I ran mysqlcheck on the databases (we have replication > running) and the tables seem fine. I checked /var/log/messages and > I see this error message when the seq fault occurs, > > Jul 26 13:36:51 dots1a RT: DBD::mysql::st execute failed: Unknown column > > 'main.0xa00c930' in 'order clause' > > > at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > > (/usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) > Jul 26 13:36:51 dots1a RT: RT::Handle=HASH(0x9af88ac) couldn't execute the query > 'SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Owner = '10' ) > AND ( main.Status = 'new' OR main.Status = 'open' ) ) AND ( > > > 'main.0xa00c930' <= this doesn't look good > > any ideas? > > Thanks. -- Scott T. Hildreth From ruz at bestpractical.com Thu Jul 26 16:48:36 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 27 Jul 2007 00:48:36 +0400 Subject: [rt-users] Sudden segfaults Rt-3.6.3 In-Reply-To: <1185481629.6120.562.camel@scotth.emsphone.com> References: <1185479459.6120.559.camel@scotth.emsphone.com> <1185481629.6120.562.camel@scotth.emsphone.com> Message-ID: <589c94400707261348t1bf5b9edxce25870f8e0393f2@mail.gmail.com> mysql update? perl modules updates? Try different versions of DBIx::SearchBuilder, but if you see seg faults then it's most probably some binary module, for example DBI or DBD::mysql. On 7/27/07, Scott T. Hildreth wrote: > Looking back through old logs, this has happened before but not > with the frequency that has occurred in the last 3 days. > > On Thu, 2007-07-26 at 14:50 -0500, Scott T. Hildreth wrote: > > I've had rt-3.6.3 running for awhile, while I was on vacation > > users were complaining that the changes to tickets were not saved. > > My manager was poking around and found seg fault messages in the > > Apache logs. I ran mysqlcheck on the databases (we have replication > > running) and the tables seem fine. I checked /var/log/messages and > > I see this error message when the seq fault occurs, > > > > Jul 26 13:36:51 dots1a RT: DBD::mysql::st execute failed: Unknown column > > > > 'main.0xa00c930' in 'order clause' > > > > > > at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > > > > (/usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) > > Jul 26 13:36:51 dots1a RT: RT::Handle=HASH(0x9af88ac) couldn't execute the query > > 'SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Owner = '10' ) > > AND ( main.Status = 'new' OR main.Status = 'open' ) ) AND ( > > > > > > 'main.0xa00c930' <= this doesn't look good > > > > any ideas? > > > > Thanks. > > -- > Scott T. Hildreth > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 shildreth at allantgroup.com Thu Jul 26 16:52:45 2007 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Thu, 26 Jul 2007 15:52:45 -0500 Subject: [rt-users] Sudden segfaults Rt-3.6.3 In-Reply-To: <589c94400707261348t1bf5b9edxce25870f8e0393f2@mail.gmail.com> References: <1185479459.6120.559.camel@scotth.emsphone.com> <1185481629.6120.562.camel@scotth.emsphone.com> <589c94400707261348t1bf5b9edxce25870f8e0393f2@mail.gmail.com> Message-ID: <1185483165.6120.567.camel@scotth.emsphone.com> On Fri, 2007-07-27 at 00:48 +0400, Ruslan Zakirov wrote: > mysql update? perl modules updates? Try different versions of > DBIx::SearchBuilder, but if you see seg faults then it's most probably > some binary module, for example DBI or DBD::mysql. I will try the updates, I figured I might have to just wanted to see if anybody else had experienced this problem. I did run the 'make fixdeps' when I installed it so modules should be fine, but I will try an update. Thanks Ruslan. > > On 7/27/07, Scott T. Hildreth wrote: > > Looking back through old logs, this has happened before but not > > with the frequency that has occurred in the last 3 days. > > > > On Thu, 2007-07-26 at 14:50 -0500, Scott T. Hildreth wrote: > > > I've had rt-3.6.3 running for awhile, while I was on vacation > > > users were complaining that the changes to tickets were not saved. > > > My manager was poking around and found seg fault messages in the > > > Apache logs. I ran mysqlcheck on the databases (we have replication > > > running) and the tables seem fine. I checked /var/log/messages and > > > I see this error message when the seq fault occurs, > > > > > > Jul 26 13:36:51 dots1a RT: DBD::mysql::st execute failed: Unknown column > > > > > > 'main.0xa00c930' in 'order clause' > > > > > > > > > at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > > > > > > (/usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) > > > Jul 26 13:36:51 dots1a RT: RT::Handle=HASH(0x9af88ac) couldn't execute the query > > > 'SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Owner = '10' ) > > > AND ( main.Status = 'new' OR main.Status = 'open' ) ) AND ( > > > > > > > > > 'main.0xa00c930' <= this doesn't look good > > > > > > any ideas? > > > > > > Thanks. > > > > -- > > Scott T. Hildreth > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > -- Scott T. Hildreth From ruz at bestpractical.com Thu Jul 26 17:00:54 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 27 Jul 2007 01:00:54 +0400 Subject: [rt-users] rights for create ticket in queue drop down In-Reply-To: <46A8D73C.2040506@pipex.net> References: <46A8B69E.3040605@pipex.net> <46A8C716.7060506@lbl.gov> <46A8D73C.2040506@pipex.net> Message-ID: <589c94400707261400y2c6781f8k68a35c22f5b0fda1@mail.gmail.com> On 7/26/07, Roy El-Hames wrote: > Kenn; > Thanks for this , a couple of questions: > If you have granted your users the SeeQueue right how are you stopping > them from seeing the ticket listings within a queue??? only ShowTicket right allows you to see a ticket. For example user has SeeQueue and CreateTicket right, but has no ShowTicket, it's a valid setup. User can create ticket, but he get "you can not see newly created ticket". Role is good way (only way) to grant conditional rights, for example user has right X only if he's a requestor. > Its interesting your point about CommentOnTicket right , are you saying > if someone have ModifyTicket they can Comment on a ticket .. I think > this is broken, because I am sure you want some users (like customers) > to modify a ticket (change status etc ) but not add / see comments? Adding more rights make things more complicated we're trying to balance. > > Roy > > Kenneth Crocker wrote: > > Roy, > > > > > > We are getting ready to move to RT 3.6.4 and are testing just > > about everything (we believe in heavy regression testing as well as > > for the new stuff) and have learned a few new things about privileges. > > the "SeeQueue" right basically lets a person create a ticket in that > > Queue (via drop-down if they also have the "CreateTicket" right for > > that Queue). The "ShowTicket" rights seems to be related to a user > > finding tickets via Search/Query. For us, we allow some users to > > "SeeQueue" and "CreateTicket" so they can create tickets but they > > cannot find the tickets individually when in the web. Together, they > > allow a person to create and look at the tickets. We give those rights > > at the Role "Requestor" level per Queue (different Queue's want > > different levels of visibility for their users). "ShowComments", > > "CommentOnTicket", and "ShowOutgoingEmail" are rights we reserve for > > our support groups along with "ModifyTickets", etc. (BTW, the > > "CommentOnTicket" is superfluous if the "ModifyTicket" is granted). > > Hope this helps. > > > > > > Kenn > > LBNL > > > > Roy El-Hames wrote: > >> Hi there; > >> > >> What rights should be granted to users on queues so these queues are > >> visible from the New Ticket in Drop down .. > >> and also from the Queue drop down in the Basics section .. > >> What I want is for some users to be able to create tickets and move > >> tickets to a particular queue, however they should n't see the ticket > >> listing or search in any of these queues (ie the SeeQueue right shows > >> more that I would like) .. > >> Any pointers will be appreciated .. > >> > >> 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 > >> > >> > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Thu Jul 26 17:12:32 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 27 Jul 2007 01:12:32 +0400 Subject: [rt-users] Sudden segfaults Rt-3.6.3 In-Reply-To: <1185483165.6120.567.camel@scotth.emsphone.com> References: <1185479459.6120.559.camel@scotth.emsphone.com> <1185481629.6120.562.camel@scotth.emsphone.com> <589c94400707261348t1bf5b9edxce25870f8e0393f2@mail.gmail.com> <1185483165.6120.567.camel@scotth.emsphone.com> Message-ID: <589c94400707261412t2c3da633se4d4cf63d7db06db@mail.gmail.com> On 7/27/07, Scott T. Hildreth wrote: > On Fri, 2007-07-27 at 00:48 +0400, Ruslan Zakirov wrote: > > mysql update? perl modules updates? Try different versions of > > DBIx::SearchBuilder, but if you see seg faults then it's most probably > > some binary module, for example DBI or DBD::mysql. > > I will try the updates, I figured I might have to just wanted to see > if anybody else had experienced this problem. I did run the > 'make fixdeps' when I installed it so modules should be fine, but I will > try an update. May be you didn't get my crappy response :) I meant that update of mysql may cause problems in DBI or DBD::mysql, in this case you should at least rebuild these modules, it often helps. > > Thanks Ruslan. > > > > > On 7/27/07, Scott T. Hildreth wrote: > > > Looking back through old logs, this has happened before but not > > > with the frequency that has occurred in the last 3 days. > > > > > > On Thu, 2007-07-26 at 14:50 -0500, Scott T. Hildreth wrote: > > > > I've had rt-3.6.3 running for awhile, while I was on vacation > > > > users were complaining that the changes to tickets were not saved. > > > > My manager was poking around and found seg fault messages in the > > > > Apache logs. I ran mysqlcheck on the databases (we have replication > > > > running) and the tables seem fine. I checked /var/log/messages and > > > > I see this error message when the seq fault occurs, > > > > > > > > Jul 26 13:36:51 dots1a RT: DBD::mysql::st execute failed: Unknown column > > > > > > > > 'main.0xa00c930' in 'order clause' > > > > > > > > > > > > at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > > > > > > > > (/usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) > > > > Jul 26 13:36:51 dots1a RT: RT::Handle=HASH(0x9af88ac) couldn't execute the query > > > > 'SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Owner = '10' ) > > > > AND ( main.Status = 'new' OR main.Status = 'open' ) ) AND ( > > > > > > > > > > > > 'main.0xa00c930' <= this doesn't look good > > > > > > > > any ideas? > > > > > > > > Thanks. > > > > > > -- > > > Scott T. Hildreth > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > -- > Scott T. Hildreth > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruz at bestpractical.com Thu Jul 26 17:23:16 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 27 Jul 2007 01:23:16 +0400 Subject: [rt-users] Help with a query In-Reply-To: <19D938D7DBF96940829914A3039A3DBE07EB06D6@bblvmail.LEHR1.com> References: <19D938D7DBF96940829914A3039A3DBE07EB06D6@bblvmail.LEHR1.com> Message-ID: <589c94400707261423l1ec947b6uc50d9a7ed8d4bb31@mail.gmail.com> we don't recommend using pure SQL within RT's DB to do any manipulations, even for reports we suggest API, but anyway you should ask more specific questions to get answer, for example "how to select all watchers of a ticket with id X?" or something like that. On 7/26/07, Christopher Moughan wrote: > > > > > Hey all, > > I apologize if this is the wrong forum for this, but is there anyone willing > to share a query or two with me. I know absolutely nothing about MySQL > queries. (I did how ever just order a book). I am looking for generic simple > queries. Ticket ID, User, Subject, Time worked, Status. I have MySQL Query > Builder can't seem to get the tables to join properly. My RT DB installation > is default, no mods to tables or anything. ANY help is appreciated. > > > > Thanks > > > > Christopher Moughan > > System Administrator > > Brown & Brown Lehigh Valley > > 268 Brodhead Road > > Bethlehem, PA 18017 > > > > Office 610-694-1814 > > > > Fax 610-974-9791 > > > > > > > > > > > > > > IMPORTANT: Insurance coverage can not be bound, amended or changed via > voicemail, facsimile or Email message without confirmation from an > authorized Brown & Brown representative. > > NOTICE: The information contained in this electronic message is legally > privileged and confidential and is intended for the use of the individual or > entity named above. If the reader of this message is not the intended > recipient, you are hereby notified that any dissemination, distribution or > copy of this message is strictly prohibited. If you have received this > communication in error, please contact the sender by reply email and destroy > all electronic and printed copies of this message. > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 shildreth at allantgroup.com Thu Jul 26 17:37:23 2007 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Thu, 26 Jul 2007 16:37:23 -0500 Subject: [rt-users] Sudden segfaults Rt-3.6.3 In-Reply-To: <589c94400707261412t2c3da633se4d4cf63d7db06db@mail.gmail.com> References: <1185479459.6120.559.camel@scotth.emsphone.com> <1185481629.6120.562.camel@scotth.emsphone.com> <589c94400707261348t1bf5b9edxce25870f8e0393f2@mail.gmail.com> <1185483165.6120.567.camel@scotth.emsphone.com> <589c94400707261412t2c3da633se4d4cf63d7db06db@mail.gmail.com> Message-ID: <1185485843.6120.572.camel@scotth.emsphone.com> On Fri, 2007-07-27 at 01:12 +0400, Ruslan Zakirov wrote: > On 7/27/07, Scott T. Hildreth wrote: > > On Fri, 2007-07-27 at 00:48 +0400, Ruslan Zakirov wrote: > > > mysql update? perl modules updates? Try different versions of > > > DBIx::SearchBuilder, but if you see seg faults then it's most probably > > > some binary module, for example DBI or DBD::mysql. > > > > I will try the updates, I figured I might have to just wanted to see > > if anybody else had experienced this problem. I did run the > > 'make fixdeps' when I installed it so modules should be fine, but I will > > try an update. > May be you didn't get my crappy response :) :-) > I meant that update of > mysql may cause problems in DBI or DBD::mysql, in this case you should > at least rebuild these modules, it often helps. Mysql hasn't been upgraded, so that shouldn't be the issue. But I am going to upgrade DBD::mysql anyways and see if that fixes the issue. > > > > Thanks Ruslan. > > > > > > > > On 7/27/07, Scott T. Hildreth wrote: > > > > Looking back through old logs, this has happened before but not > > > > with the frequency that has occurred in the last 3 days. > > > > > > > > On Thu, 2007-07-26 at 14:50 -0500, Scott T. Hildreth wrote: > > > > > I've had rt-3.6.3 running for awhile, while I was on vacation > > > > > users were complaining that the changes to tickets were not saved. > > > > > My manager was poking around and found seg fault messages in the > > > > > Apache logs. I ran mysqlcheck on the databases (we have replication > > > > > running) and the tables seem fine. I checked /var/log/messages and > > > > > I see this error message when the seq fault occurs, > > > > > > > > > > Jul 26 13:36:51 dots1a RT: DBD::mysql::st execute failed: Unknown column > > > > > > > > > > 'main.0xa00c930' in 'order clause' > > > > > > > > > > > > > > > at /usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > > > > > > > > > > (/usr/local/perl-5.8.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505) > > > > > Jul 26 13:36:51 dots1a RT: RT::Handle=HASH(0x9af88ac) couldn't execute the query > > > > > 'SELECT main.* FROM Tickets main WHERE (main.Status != 'deleted') AND ( ( main.Owner = '10' ) > > > > > AND ( main.Status = 'new' OR main.Status = 'open' ) ) AND ( > > > > > > > > > > > > > > > 'main.0xa00c930' <= this doesn't look good > > > > > > > > > > any ideas? > > > > > > > > > > Thanks. > > > > > > > > -- > > > > Scott T. Hildreth > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > > > -- > > Scott T. Hildreth > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > -- Scott T. Hildreth From joliver at john-oliver.net Thu Jul 26 18:09:25 2007 From: joliver at john-oliver.net (John Oliver) Date: Thu, 26 Jul 2007 15:09:25 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: <46A8E1CD.5030508@pipex.net> References: <20070725232137.GB2229@ns.sdsitehosting.net> <20070726174427.GE22103@ns.sdsitehosting.net> <46A8E1CD.5030508@pipex.net> Message-ID: <20070726220925.GB29588@ns.sdsitehosting.net> On Thu, Jul 26, 2007 at 07:02:53PM +0100, Roy El-Hames wrote: > Sorry I have n't the rest of the thread available .. > is your mysql and the web (where rt is )on the same server ?? No. > can you from the command line connect to the rt3 (or whatever your rt > database) using the same username and password in RT_SiteConfig ?? Yes. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From jmoseley at corp.xanadoo.com Thu Jul 26 18:07:45 2007 From: jmoseley at corp.xanadoo.com (James Moseley) Date: Thu, 26 Jul 2007 17:07:45 -0500 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070726220925.GB29588@ns.sdsitehosting.net> Message-ID: Have you checked the mysql logs or done a 'show processlist' in a mysql shell to see if the connection attempt by RT is even making it to the mysql server? James Moseley John Oliver To Sent by: rt-users at lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] RT not connecting to database? 07/26/2007 05:09 PM On Thu, Jul 26, 2007 at 07:02:53PM +0100, Roy El-Hames wrote: > Sorry I have n't the rest of the thread available .. > is your mysql and the web (where rt is )on the same server ?? No. > can you from the command line connect to the rt3 (or whatever your rt > database) using the same username and password in RT_SiteConfig ?? Yes. -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From rfh at pipex.net Thu Jul 26 18:19:54 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 26 Jul 2007 23:19:54 +0100 Subject: [rt-users] rights for create ticket in queue drop down In-Reply-To: <589c94400707261400y2c6781f8k68a35c22f5b0fda1@mail.gmail.com> References: <46A8B69E.3040605@pipex.net> <46A8C716.7060506@lbl.gov> <46A8D73C.2040506@pipex.net> <589c94400707261400y2c6781f8k68a35c22f5b0fda1@mail.gmail.com> Message-ID: <46A91E0A.1080904@pipex.net> Thank you all for you responses ... I need to pay more attention to what rights are assigned on my system .. Ruslan; I am not sure if I would agree with you about the CommentOnTicket right, there is a big difference between adding/ therefore seeing Comments and changing the status of a ticket .. Thanks once more. Roy Ruslan Zakirov wrote: > On 7/26/07, Roy El-Hames wrote: >> Kenn; >> Thanks for this , a couple of questions: >> If you have granted your users the SeeQueue right how are you stopping >> them from seeing the ticket listings within a queue??? > only ShowTicket right allows you to see a ticket. For example user has > SeeQueue and CreateTicket right, but has no ShowTicket, it's a valid > setup. User can create ticket, but he get "you can not see newly > created ticket". Role is good way (only way) to grant conditional > rights, for example user has right X only if he's a requestor. > >> Its interesting your point about CommentOnTicket right , are you saying >> if someone have ModifyTicket they can Comment on a ticket .. I think >> this is broken, because I am sure you want some users (like customers) >> to modify a ticket (change status etc ) but not add / see comments? > Adding more rights make things more complicated we're trying to balance. > >> >> Roy >> >> Kenneth Crocker wrote: >> > Roy, >> > >> > >> > We are getting ready to move to RT 3.6.4 and are testing just >> > about everything (we believe in heavy regression testing as well as >> > for the new stuff) and have learned a few new things about privileges. >> > the "SeeQueue" right basically lets a person create a ticket in that >> > Queue (via drop-down if they also have the "CreateTicket" right for >> > that Queue). The "ShowTicket" rights seems to be related to a user >> > finding tickets via Search/Query. For us, we allow some users to >> > "SeeQueue" and "CreateTicket" so they can create tickets but they >> > cannot find the tickets individually when in the web. Together, they >> > allow a person to create and look at the tickets. We give those rights >> > at the Role "Requestor" level per Queue (different Queue's want >> > different levels of visibility for their users). "ShowComments", >> > "CommentOnTicket", and "ShowOutgoingEmail" are rights we reserve for >> > our support groups along with "ModifyTickets", etc. (BTW, the >> > "CommentOnTicket" is superfluous if the "ModifyTicket" is granted). >> > Hope this helps. >> > >> > >> > Kenn >> > LBNL >> > >> > Roy El-Hames wrote: >> >> Hi there; >> >> >> >> What rights should be granted to users on queues so these queues are >> >> visible from the New Ticket in Drop down .. >> >> and also from the Queue drop down in the Basics section .. >> >> What I want is for some users to be able to create tickets and move >> >> tickets to a particular queue, however they should n't see the ticket >> >> listing or search in any of these queues (ie the SeeQueue right shows >> >> more that I would like) .. >> >> Any pointers will be appreciated .. >> >> >> >> 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 >> >> >> >> >> > >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From rfh at pipex.net Thu Jul 26 18:33:42 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 26 Jul 2007 23:33:42 +0100 Subject: [rt-users] RT not connecting to database? In-Reply-To: <20070726220925.GB29588@ns.sdsitehosting.net> References: <20070725232137.GB2229@ns.sdsitehosting.net> <20070726174427.GE22103@ns.sdsitehosting.net> <46A8E1CD.5030508@pipex.net> <20070726220925.GB29588@ns.sdsitehosting.net> Message-ID: <46A92146.4090504@pipex.net> John; I would suggest you install the missing dependencies if you want a working rt you'll have to install them anyway. I would agree with you that they appear not to be relevant, but it maybe rt is coming across a missing module and its returning a default error of mysql server not found or whatever its you are getting .. Also when you test your sql from command line, try to execute a select from rt3 database, ie select * from Users or anything like that instead of just show tables. Roy John Oliver wrote: > On Thu, Jul 26, 2007 at 07:02:53PM +0100, Roy El-Hames wrote: > >> Sorry I have n't the rest of the thread available .. >> is your mysql and the web (where rt is )on the same server ?? >> > > No. > > >> can you from the command line connect to the rt3 (or whatever your rt >> database) using the same username and password in RT_SiteConfig ?? >> > > Yes. > > From joliver at john-oliver.net Thu Jul 26 18:37:13 2007 From: joliver at john-oliver.net (John Oliver) Date: Thu, 26 Jul 2007 15:37:13 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: References: <20070726220925.GB29588@ns.sdsitehosting.net> Message-ID: <20070726223713.GA30010@ns.sdsitehosting.net> On Thu, Jul 26, 2007 at 05:07:45PM -0500, James Moseley wrote: > Have you checked the mysql logs or done a 'show processlist' in a mysql > shell to see if the connection attempt by RT is even making it to the mysql > server? >From the RT host, I can connect to the database server via the mysql command and: mysql> show processlist; +----+---------+-------------------------+------+---------+------+-------+------------------+ | Id | User | Host | db | Command | Time | State | Info | +----+---------+-------------------------+------+---------+------+-------+------------------+ | 56 | rt_user | rt3.xxxxxxxxxxxxx:40169 | rt3 | Query | 0 | NULL | show processlist | +----+---------+-------------------------+------+---------+------+-------+------------------+ 1 row in set (0.00 sec) Nothing is logged to /var/log/mysqld.log when I try to access RT, but nothing is logged if I log in via the CLI either. BTW, I fixed all perl dependencies: [root at rt3 rt-3.6.4]# make testdeps | grep -v found /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql $VAR1 = { 'with-STANDALONE' => 0, 'with-MASON' => 1, 'with-MAILGATE' => 1, 'with-CORE' => 1, 'with-CLI' => 1, 'v' => 1, 'with-DEV' => 0, 'with-MYSQL' => 1 }; perl: users: CLI dependencies: CORE dependencies: MAILGATE dependencies: MASON dependencies: MYSQL dependencies: [root at rt3 rt-3.6.4]# -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From joliver at john-oliver.net Thu Jul 26 19:24:26 2007 From: joliver at john-oliver.net (John Oliver) Date: Thu, 26 Jul 2007 16:24:26 -0700 Subject: [rt-users] RT not connecting to database? In-Reply-To: <46A92146.4090504@pipex.net> References: <20070725232137.GB2229@ns.sdsitehosting.net> <20070726174427.GE22103@ns.sdsitehosting.net> <46A8E1CD.5030508@pipex.net> <20070726220925.GB29588@ns.sdsitehosting.net> <46A92146.4090504@pipex.net> Message-ID: <20070726232426.GB30010@ns.sdsitehosting.net> On Thu, Jul 26, 2007 at 11:33:42PM +0100, Roy El-Hames wrote: > John; > I would suggest you install the missing dependencies if you want a > working rt you'll have to install them anyway. > I would agree with you that they appear not to be relevant, but it maybe > rt is coming across a missing module and its returning a default error > of mysql server not found or whatever its you are getting .. I've already fixed them all. No change. > Also when you test your sql from command line, try to execute a select > from rt3 database, ie select * from Users or anything like that instead > of just show tables. [root at rt3 rt-3.6.4]# mysql -u rt_user -p -h 10.12.14.149 Enter password: Welcome to the MySQL monitor. Commands end with ; or \g. Your MySQL connection id is 5 Server version: 5.0.22 Type 'help;' or '\h' for help. Type '\c' to clear the buffer. mysql> use rt3; Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Database changed mysql> select * from Users; Empty set (0.00 sec) -- *********************************************************************** * John Oliver http://www.john-oliver.net/ * * * *********************************************************************** From rfh at pipex.net Fri Jul 27 07:38:58 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 27 Jul 2007 12:38:58 +0100 Subject: [rt-users] continual re-login issue -revisted on 3.6.4 Message-ID: <46A9D952.8060507@pipex.net> Hi there; Just upgraded my dev system to 3.6.4 from 3.6.1 few other perl modules were upgraded, dbix to 1.49 DBD-MySQL.i386 3.0008 Text::Quoted version 2.02 Module::Versions::Report version 1.03 Removed all local customisation so the only thing that is not of the box is RT_SiteConfig and the database , restarted apache and now with every click I get the login page. I had the same problem when first upgraded to 3.6.1 and was eventually fixed by using dbd-3.0006 and the following sql statement: ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; However these don't seem to work now .. Anybody else got this problem .. or ist just my stupid system?? ideas? The db is on a separate host from web and I use ssl (in case it matters), the os is centOS 4, and mysql version 5 Roy From neil.turner at netbanx.com Fri Jul 27 08:05:44 2007 From: neil.turner at netbanx.com (Neil Turner) Date: Fri, 27 Jul 2007 13:05:44 +0100 Subject: [rt-users] Attaching files causes time-out. Message-ID: <005a01c7d046$75b62d30$2d05a8c0@SC002080> Hi When trying to attach files to a ticket, the system sometimes times out after clicking "Add more files". The file attachment size doesn't necessarily have to be very large for this to happen (e.g. 200K). Ubuntu-server 6.06 LTS RT 3.6.3 compiled from source. Intel Xeon 3.0ghz. MYSQL 5.022 Thanks Neil NetBanx Disclaimer Confidentiality: This e-mail and its attachments are intended for the above named only and may be confidential. If they have come to you in error you must take no action based on them, nor must you copy or show them to anyone; please reply to this e-mail and highlight the error. Security Warning: Please note that this e-mail has been created in the knowledge that Internet e-mail is not a 100% secure communications medium. We advise that you understand and observe this lack of security when e-mailing us. Viruses: Although we have taken steps to ensure that this e-mail and attachments are free from any virus, we advise that in keeping with good computing practice the recipient should ensure they are actually virus free. From JoopvandeWege at mococo.nl Fri Jul 27 08:10:50 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Fri, 27 Jul 2007 14:10:50 +0200 Subject: [rt-users] continual re-login issue -revisted on 3.6.4 In-Reply-To: <46A9D952.8060507@pipex.net> References: <46A9D952.8060507@pipex.net> Message-ID: <46A9E0CA.4080708@mococo.nl> Roy El-Hames wrote: > Hi there; > However these don't seem to work now .. Anybody else got this problem .. > or ist just my stupid system?? ideas? > The db is on a separate host from web and I use ssl (in case it > matters), the os is centOS 4, and mysql version 5 > Roy No, I'm on rt-3.6.4, upgraded from 3.6.3, and I need to login twice, most of the time. I use file based sessions and will try it on a absolutely clean install as soon as I have time to do so. I'm currently upgrading my RT instance. But I can tell you that it hasn't gone away completely with 3.6.4 as the release notes state. Joop From rfh at pipex.net Fri Jul 27 08:41:59 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 27 Jul 2007 13:41:59 +0100 Subject: [rt-users] continual re-login issue -revisted on 3.6.4 In-Reply-To: <46A9E0CA.4080708@mococo.nl> References: <46A9D952.8060507@pipex.net> <46A9E0CA.4080708@mococo.nl> Message-ID: <46A9E817.8090403@pipex.net> Thanks Joop for mentioning the "release notes", reading the Changelog M /rt/branches/3.6-RELEASE/html/Elements/SetupSessionCookie * calc id of a session in $SessionCookie var * add $session_properties variable ** use it in both attempts to tie this should fix potential relogin problems By copying SetupSessionCookie of version 3.6.1 to local/html/Elements/ in 3.6.4 seems to have fixed the issue for me. Regards; Roy Joop wrote: > Roy El-Hames wrote: >> Hi there; > > However these don't seem to work now .. Anybody else got this > problem .. >> or ist just my stupid system?? ideas? >> The db is on a separate host from web and I use ssl (in case it >> matters), the os is centOS 4, and mysql version 5 >> Roy > > No, I'm on rt-3.6.4, upgraded from 3.6.3, and I need to login twice, > most of the time. I use file based sessions and will try it on a > absolutely clean install as soon as I have time to do so. I'm > currently upgrading my RT instance. > But I can tell you that it hasn't gone away completely with 3.6.4 as > the release notes state. > > Joop > > From dfj at thermeoneurope.com Fri Jul 27 09:00:50 2007 From: dfj at thermeoneurope.com (Daniel Jennings) Date: Fri, 27 Jul 2007 14:00:50 +0100 Subject: [rt-users] Images in the local dir not overriding Message-ID: <200707271257.l6RCuuWJ023983@support.thermeon.eu> I'm trying to change the way RT looks by overriding various files in the local dir. However, I'm not having much luck with images. Can images be overridden using the local dir? More so, can images used in the CSS be done this way? - Dan -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Fri Jul 27 11:46:37 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 27 Jul 2007 08:46:37 -0700 Subject: [rt-users] continual re-login issue -revisted on 3.6.4 In-Reply-To: <46A9D952.8060507@pipex.net> References: <46A9D952.8060507@pipex.net> Message-ID: <46AA135D.10305@lbl.gov> Roy, We're getting it also. It seems to be related to executing a function/selection the first time in a session. Once I have selected, let's say Query, it goes to the signon page, but every time I select that afterwards, it's fine. Must be related to cookies or cache or something like that. Kenn LBNL Roy El-Hames wrote: > Hi there; > Just upgraded my dev system to 3.6.4 from 3.6.1 few other perl modules > were upgraded, > dbix to 1.49 > DBD-MySQL.i386 3.0008 > Text::Quoted version 2.02 > Module::Versions::Report version 1.03 > > Removed all local customisation so the only thing that is not of the box > is RT_SiteConfig and the database , restarted apache and now with every > click I get the login page. > I had the same problem when first upgraded to 3.6.1 and was eventually > fixed by using dbd-3.0006 and the following sql statement: > ALTER TABLE sessions CHANGE a_session a_session LONGBLOB; > > However these don't seem to work now .. Anybody else got this problem .. > or ist just my stupid system?? ideas? > The db is on a separate host from web and I use ssl (in case it > matters), the os is centOS 4, and mysql version 5 > 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 DRathel at sm.wilshire.com Fri Jul 27 13:42:41 2007 From: DRathel at sm.wilshire.com (Dennis Rathel) Date: Fri, 27 Jul 2007 10:42:41 -0700 Subject: [rt-users] Unable to create ticket via email Message-ID: <912000458FE79049BFB8CF787BC783B20C6C9070@LAMAIL01.nt.wilshire.com> Recently installed RT3.6.3 on solaris 10 x86 but I am encountering this problem where I am unable to create a ticket via email. Nothing happens and the rt.log shows the below error message when maunually attempting. I am however able to create a ticket from the web page. Please any help is appreciated. Thank you in advance. # echo "test" | /opt/csw/rt3/bin/rt-mailgate --queue 'helpdesk' --action correspond --url http://helpdesk.wilshire.com/ [Fri Jul 27 01:51:44 2007] [warning]: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/csw/rt3/lib/RT/I18N.pm:414) [Fri Jul 27 01:51:44 2007] [error]: Could not record email: Could not load a valid user (/opt/csw/rt3/share/html/REST/1.0/NoAuth/mail-gateway:73) >/etc/mail/aliases ####################### # Local aliases below # ####################### helpdesk: "|/opt/csw/rt3/bin/rt-mailgate --queue 'helpdesk' --action correspond --url http://helpdesk.wilshire.com/" helpdesk-comment: "|/opt/csw/rt3/bin/rt-mailgate --queue 'helpdesk' --action com ment --url http://helpdesk.wilshire.com/" it-projects: "|/opt/csw/rt3/bin/rt-mailgate --queue 'it-projects' --action corre spond --url http://helpdesk.wilshire.com/" it-projects-comment: "|/opt/csw/rt3/bin/rt-mailgate --queue 'it-projects' --acti on comment --url http://helpdesk.wilshire.com/" change: "|/opt/csw/rt3/bin/rt-mailgate --queue 'ChangeRequests' --action corresp ond -- url http://helpdesk.wilshire.com/" change-comment: "|/opt/csw/rt3/bin/rt-mailgate --queue 'ChangeRequests' --action comment --url http://helpdesk.wilshire.com/" This message is intended only for the use of the person(s) listed above as the intended recipient(s), and may contain information that is PRIVILEGED and CONFIDENTIAL. If you are not an intended recipient, you may not read, copy, or distribute this message or any attachment. If you received this communication in error, please notify us immediately by e-mail and then delete all copies of this message and any attachments. In addition you should be aware that ordinary (unencrypted) e-mail sent through the Internet is not secure. Do not send confidential or sensitive information, such as social security numbers, account numbers, personal identification numbers and passwords, to us via ordinary (unencrypted) e-mail. -------------- next part -------------- An HTML attachment was scrubbed... URL: From JStark at sumtotalsystems.com Fri Jul 27 14:03:44 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Fri, 27 Jul 2007 11:03:44 -0700 Subject: [rt-users] Resetting Search Options Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03F0E4B8@mtn-exch1.sumtotalsystems.com> Is there a way to reset my personal search options to the default? - Stark -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruz at bestpractical.com Fri Jul 27 14:40:37 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Fri, 27 Jul 2007 22:40:37 +0400 Subject: [rt-users] Help with a query In-Reply-To: <19D938D7DBF96940829914A3039A3DBE07EB080A@bblvmail.LEHR1.com> References: <589c94400707261423l1ec947b6uc50d9a7ed8d4bb31@mail.gmail.com> <19D938D7DBF96940829914A3039A3DBE07EB080A@bblvmail.LEHR1.com> Message-ID: <589c94400707271140u23de7a77o8e7254f8ed48821c@mail.gmail.com> http://wiki.bestpractical.com/view/GetTicketInfoByWatcher On 7/27/07, Christopher Moughan wrote: > All I'm looking for is Real Name - Ticket ID - Subject - Time Worked - > Status. > > I just want to be able to print out a list of users and the tickets they > entered. > > > Thank you very much! > > Christopher Moughan > System Administrator > Brown & Brown Lehigh Valley > 268 Brodhead Road > Bethlehem, PA 18017 > > Office 610-694-1814 > > Fax 610-974-9791 > > > > > > > > IMPORTANT: Insurance coverage can not be bound, amended or changed via > voicemail, facsimile or Email message without confirmation from an > authorized Brown & Brown representative. > > NOTICE: The information contained in this electronic message is legally > privileged and confidential and is intended for the use of the > individual or entity named above. If the reader of this message is not > the intended recipient, you are hereby notified that any dissemination, > distribution or copy of this message is strictly prohibited. If you have > received this communication in error, please contact the sender by reply > email and destroy all electronic and printed copies of this message. > > > > > > -----Original Message----- > From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On > Behalf Of Ruslan Zakirov > Sent: Thursday, July 26, 2007 5:23 PM > To: Christopher Moughan > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Help with a query > > we don't recommend using pure SQL within RT's DB to do any > manipulations, even for reports we suggest API, but anyway you should > ask more specific questions to get answer, for example "how to select > all watchers of a ticket with id X?" or something like that. > > On 7/26/07, Christopher Moughan wrote: > > > > > > > > > > Hey all, > > > > I apologize if this is the wrong forum for this, but is there anyone > willing > > to share a query or two with me. I know absolutely nothing about MySQL > > queries. (I did how ever just order a book). I am looking for generic > simple > > queries. Ticket ID, User, Subject, Time worked, Status. I have MySQL > Query > > Builder can't seem to get the tables to join properly. My RT DB > installation > > is default, no mods to tables or anything. ANY help is appreciated. > > > > > > > > Thanks > > > > > > > > Christopher Moughan > > > > System Administrator > > > > Brown & Brown Lehigh Valley > > > > 268 Brodhead Road > > > > Bethlehem, PA 18017 > > > > > > > > Office 610-694-1814 > > > > > > > > Fax 610-974-9791 > > > > > > > > > > > > > > > > > > > > > > > > > > > > IMPORTANT: Insurance coverage can not be bound, amended or changed > via > > voicemail, facsimile or Email message without confirmation from an > > authorized Brown & Brown representative. > > > > NOTICE: The information contained in this electronic message is > legally > > privileged and confidential and is intended for the use of the > individual or > > entity named above. If the reader of this message is not the intended > > recipient, you are hereby notified that any dissemination, > distribution or > > copy of this message is strictly prohibited. If you have received this > > communication in error, please contact the sender by reply email and > destroy > > all electronic and printed copies of this message. > > > > > > > > > > > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 KFCrocker at lbl.gov Fri Jul 27 20:00:47 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 27 Jul 2007 17:00:47 -0700 Subject: [rt-users] RT 3.6.4 query issues Message-ID: <46AA872F.9060500@lbl.gov> To all, In testing the 3.6.4 release, I have come across a couple weird results from my queries; 1) the sort seems (no, it DOES) ignore Custom Fields. I thought this was supposed to be a new feature from 3.6.1 on? 2) When selecting the "load to spreadsheet" option with the results, I get a lot of extraneous fields (none I selected initially) loaded as well. Anyone have an answer for either of these issues? Kenn LBNL From ccoy at ssww.com Fri Jul 27 22:36:33 2007 From: ccoy at ssww.com (Carrie Coy) Date: Fri, 27 Jul 2007 22:36:33 -0400 Subject: [rt-users] Hide metadata on ticket display? Message-ID: <46AAABB1.3080504@ssww.com> Is there a good way to change the ticket display so the Ticket metadata is hidden by default (and may be toggled into view by the user)? I would like my users to be able to step through a list of tickets using "next" and "previous" without having to hide the metadata each time. Thanks, Carrie Coy From rainer at ultra-secure.de Sat Jul 28 02:07:47 2007 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sat, 28 Jul 2007 08:07:47 +0200 Subject: [rt-users] Update from 3.4.2 to 3.6.4 - now, only metadata and the history of an old ticket is shown Message-ID: Hi, as the subject says. I can see the history (who added what when), but I cannot actually see the ticket text or the correspondence/comments. When I create a new ticket, all data is shown. This is weird. Does anybody have an idea? cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE rainer at ultra-secure.de From blindcoder at scavenger.homeip.net Sat Jul 28 04:14:48 2007 From: blindcoder at scavenger.homeip.net (Benjamin Schieder) Date: Sat, 28 Jul 2007 10:14:48 +0200 Subject: [rt-users] Ticket creation fails sporadically (RT 3.4.5) In-Reply-To: <20070724091339.GC16501@scavenger.homeip.net> References: <20070724091339.GC16501@scavenger.homeip.net> Message-ID: <20070728081448.GD10259@scavenger.homeip.net> On 24.07.2007 11:13:39, Benjamin Schieder wrote: > Hi List. > > I'm using RT 3.4.5 for a while now. Recently, load on the ticket > system has increased from a ticket a week to several tickets a > day. > > Now some users are experiencing problems with ticket creation. > When they create a new ticket using the webinterface, the ticket > is not always created. Mails are sent to users, but no ticket > appears in the database. > This has happened to several users in several different queues. > After a few (sometimes up to ten) retries, the ticket is finally > created and the mis-tries are also counted in the ticket numbers. > Example: Next ticket would be #300. Ticket creation fails 5 times, > then succeeds. Ticket number then is #305. > > I am, however, not able to reproduce this error on my workstation. > > The logfile indicates that "the mysql server has gone away". > Whatever that means. The MySQL server is located on the same machine > and spoken to via socket. > I've confirmed that CPU load was at near-100% idle and free RAM was > around 300 MB (according to `top'). > > A screenshot of the error is at: > https://pallas.crash-override.net/~blindcoder/RT-Fehler.jpg > The complete `debug'-level Logfile of an error (~170 kiB) is at: > https://pallas.crash-override.net/~blindcoder/log.txt > > > If any of you have an idea as to the root of the cause, I'd be > happy to hear about it :-) > > If there's an information needed that I missed, please also let me > know. Anyone got an idea about this? Greetings, Benjamin -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From rainer at ultra-secure.de Sat Jul 28 07:13:02 2007 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sat, 28 Jul 2007 13:13:02 +0200 Subject: [rt-users] Update from 3.4.2 to 3.6.4 - now, only metadata and the history of an old ticket is shown In-Reply-To: References: Message-ID: <78F4D663-0EED-4AC4-8734-2F64DBDF3603@ultra-secure.de> Am 28.07.2007 um 08:07 schrieb Rainer Duffner: > Hi, > > as the subject says. > I can see the history (who added what when), but I cannot actually > see the ticket text or the correspondence/comments. > > When I create a new ticket, all data is shown. > > This is weird. > > Does anybody have an idea? > Hm. upon looking at the tables via phppgadmin and reviewing the import-logs, I see this error invalid byte sequence for encoding "UTF8". This is for postgresql 8.2 on FreeBSD, and it seems it is hitting some anti-sql-injection measure, introduced some time ago. The dump is in the pg_dump compressed native format. How can I convert it into some "native" SQL, so I can look at the offending attachment and change the character? cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE rainer at ultra-secure.de From ktm at rice.edu Sat Jul 28 14:28:17 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Sat, 28 Jul 2007 13:28:17 -0500 Subject: [rt-users] Update from 3.4.2 to 3.6.4 - now, only metadata and the history of an old ticket is shown In-Reply-To: <78F4D663-0EED-4AC4-8734-2F64DBDF3603@ultra-secure.de> References: <78F4D663-0EED-4AC4-8734-2F64DBDF3603@ultra-secure.de> Message-ID: <20070728182817.GB21308@it.is.rice.edu> Rainer, You can use iconv to strip the offending characters from you dump which will allow it to be imported into 8.2. In our migration, we only had 2 bad characters in 100k tickets. If you find a pattern in the problem characters, you could do a DB update to clean it before the transition, too. Good uck. Ken On Sat, Jul 28, 2007 at 01:13:02PM +0200, Rainer Duffner wrote: > > Am 28.07.2007 um 08:07 schrieb Rainer Duffner: > > >Hi, > > > >as the subject says. > >I can see the history (who added what when), but I cannot actually > >see the ticket text or the correspondence/comments. > > > >When I create a new ticket, all data is shown. > > > >This is weird. > > > >Does anybody have an idea? > > > > > Hm. upon looking at the tables via phppgadmin and reviewing the > import-logs, I see this error > invalid byte sequence for encoding "UTF8". > > This is for postgresql 8.2 on FreeBSD, and it seems it is hitting > some anti-sql-injection measure, introduced some time ago. > The dump is in the pg_dump compressed native format. > How can I convert it into some "native" SQL, so I can look at the > offending attachment and change the character? > > > > cheers, > Rainer > -- > Rainer Duffner > CISSP, LPI, MCSE > rainer at ultra-secure.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 rainer at ultra-secure.de Sun Jul 29 03:24:41 2007 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sun, 29 Jul 2007 09:24:41 +0200 Subject: [rt-users] Update from 3.4.2 to 3.6.4 - now, only metadata and the history of an old ticket is shown In-Reply-To: <20070728182817.GB21308@it.is.rice.edu> References: <78F4D663-0EED-4AC4-8734-2F64DBDF3603@ultra-secure.de> <20070728182817.GB21308@it.is.rice.edu> Message-ID: Am 28.07.2007 um 20:28 schrieb Kenneth Marshall: > Rainer, > > You can use iconv to strip the offending characters from > you dump which will allow it to be imported into 8.2. In > our migration, we only had 2 bad characters in 100k tickets. > If you find a pattern in the problem characters, you could > do a DB update to clean it before the transition, too. Good > uck. > >> Hi, I read about that, thanks. The problem was that I had already upgraded the server - the original DB was only available as a tar.gz, which I installed on a fresh FreeBSD5.4. What does one take as parameters for iconv? I tried UTF-8 to UTF-8, but that didn't change the file. cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE rainer at ultra-secure.de From rainer at ultra-secure.de Sun Jul 29 14:54:35 2007 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sun, 29 Jul 2007 20:54:35 +0200 Subject: [rt-users] Update from 3.4.2 to 3.6.4 - now, only metadata and the history of an old ticket is shown In-Reply-To: References: <78F4D663-0EED-4AC4-8734-2F64DBDF3603@ultra-secure.de> <20070728182817.GB21308@it.is.rice.edu> Message-ID: <8298F32F-FAFE-493A-9743-3BFA566C0DD1@ultra-secure.de> Am 29.07.2007 um 09:24 schrieb Rainer Duffner: > > > Hi, > > I read about that, thanks. > > The problem was that I had already upgraded the server - the > original DB was only available as a tar.gz, which I installed on a > fresh FreeBSD5.4. > > What does one take as parameters for iconv? > I tried UTF-8 to UTF-8, but that didn't change the file. > > OK, the proposed solution from the Postgresql 8.1 release-notes didn't do anything (http://www.postgresql.org/docs/8.1/static/release-8-1.html), iconv -c -f UTF-8 -t UTF-8 dumpfile.sql > cleanfile.sql md5 of both files was equal. So, I cleaned it by hand. As Kenneth pointed out, there were very few occurrences that postgresql didn't like. Luckily. The line-numbers that psql spat out are not the absolute line-numbers in the file, but relative to the start of the "COPY attachments" statement. I set ":set list" and ":set encoding=utf-8" in vim and could edit those out. Phew. System is up and running now, and seems to be working like before. Good that we don't need it - yet - on weekends ;-) I must admit that before upgrading, I hadn't touched the installation of RT3 on this system for probably 18 months. I had "tested" the upgrade on a test-system, but it escaped me that the attachments weren't shown... Talk about "general sloppyness".... cheers, Rainer -- Rainer Duffner CISSP, LPI, MCSE rainer at ultra-secure.de From nick at ccl4.org Sun Jul 29 17:53:38 2007 From: nick at ccl4.org (Nicholas Clark) Date: Sun, 29 Jul 2007 22:53:38 +0100 Subject: [rt-users] keeping custom field values in sync Message-ID: <20070729215338.GK19683@plum.flirble.org> I'd like a custom field on groups that has the same values (and type) as a custom field on tickets. Is there a good way to keep them in sync? (Both are select multiple values) Nicholas Clark From tom at netspot.com.au Mon Jul 30 02:27:48 2007 From: tom at netspot.com.au (Tom Lanyon) Date: Mon, 30 Jul 2007 15:57:48 +0930 Subject: [rt-users] AdminCustomFields right on a per-queue basis? Message-ID: <5976B8A9-1872-4F58-AE48-CBB60FAE8A97@netspot.com.au> Hi List, On our RT 3.6.4 installation, it seems that we can only assign the AdminCustomFields right Globally, instead of on a per-queue basis. Is that correct behaviour? Multiple pages in the wiki infer that we should be able to have specific queue admins setup their own Custom Fields. Thanks, Tom From torsten.brumm at Kuehne-Nagel.com Mon Jul 30 04:10:01 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 30 Jul 2007 10:10:01 +0200 Subject: [rt-users] Issue with Extended mail commands / CommandByMail In-Reply-To: <45F71F08.9090601@usscript.com> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03947982AA@w3hamboex11.ger.win.int.kn> Hi RT Users, Jesse, At weekend we tried to use commandbymail extension, but it ends up in lots of trouble. For me it looks like (and that's what I also found at the lilst inside a posting from Robert G. Werner) Command By Mail is trying to handle all Words he find with an ":", that's not good! Example: A Mail with the Content: System_Name: ASKNEHST Order_Type: new Generates this Error: Failed command 'system_name: ASKNEHST' Error message: Command 'system_name' is unknown Failed command 'Order_type: new' Error message: Command 'order_type' is unknown But from my Point of view, it will make more sense to handle only the known commands and not each word he finds separated with the ":" Any Ideas how to fix this??? Torsten From mario.gomide at agricultura.gov.br Mon Jul 30 10:33:13 2007 From: mario.gomide at agricultura.gov.br (Mario Gomide) Date: Mon, 30 Jul 2007 11:33:13 -0300 Subject: [rt-users] Forcing Status Changes In-Reply-To: <46A7B6CB.2070509@agricultura.gov.br> References: <468E7459.1090207@agricultura.gov.br> <6.2.1.2.2.20070706095938.024dfcb8@mail.sdsu.edu> <469CCA6E.10906@agricultura.gov.br> <6.2.1.2.2.20070717082014.024788b8@mail.sdsu.edu> <469CF00D.80603@lbl.gov> <46A7B6CB.2070509@agricultura.gov.br> Message-ID: <46ADF6A9.5030202@agricultura.gov.br> Hey everyone! I'm still trying to solve this problem. The scrip is working fine: Only the pre-defined changes of status are accepted. Other pre-defined status changes are denied The problem is that whenever a denied change occurs, the result message is: Status changed from A to B. I've tried to do some modifications to Transaction_Overlay.pm in the part bellow, but with no success. elsif ( $type =~ /Status/ ) { if ( $self->Field eq 'Status' ) { if ( $self->NewValue eq 'deleted' ) { return ( $self->loc( "[_1] deleted", $obj_type ) ); } else { return ( $self->loc( "Status changed from [_1] to [_2]", "'" . $self->loc( $self->OldValue ) . "'", "'" . $self->loc( $self->NewValue ) . "'" ) ); } } So, what should I do? Thanks to all. Mario Gomide Mario Gomide wrote: > Hi Kenn, hi Gene! > > I had some trouble with the logging part, but I fixed it. Then I had > this problem: > [error]: Scrip Prepare XX died. - Undefined subroutine > &Scalar::Util::weaken called at > /usr/local/rt3/lib/RT/Action/Generic.pm line 107. > > This was also fixed after updating Scalar::Util via CPAN with the > command: > #cpan -fi Scalar::Util > but still got nothing... so I rebooted and it began to work, and now > my scrip is running and logging. > > Apparently, the scrip is working fine, and now back to my original > problem: When a ticket with status "A" cannot change to status "B", > the result text shows that this status change occurred (Status changed > from A to B), even though it in fact didn't ocurr (the status is > unchanged). > How can I, in this case, show an error message like "ERROR: Status > cannot be changed from A to B! Status remains A." on the results part > after modifying a ticket? > I've tried to set in the scrip, inside the "if" statement: > return $self->loc("TEXT TELLING THE USER HE CANT CHANGE FROM STATUS A > TO B"); > but my text doesn't appear... since I'm sort of new to perl and > customizing RT, this was like a blind guess... > > Any ideas? > Anyway, thanks so much for your help so far! > > Mario > > > Kenneth Crocker escreveu: >> Mario, >> >> >> Gene is right (he helped me a bunch when I created several scrips >> that change ticket status for a workflow design)). The entries to >> your log will help a great deal. I had several scrips that made >> several changes (one at a time) and when it ran into an error, the >> status did not get changed. I'd take a look at your log and see what >> is happening. That will help in debugging your code. >> >> >> Kenn >> LBNL > From ruz at bestpractical.com Mon Jul 30 11:42:35 2007 From: ruz at bestpractical.com (Ruslan Zakirov) Date: Mon, 30 Jul 2007 19:42:35 +0400 Subject: [rt-users] Re: [PERFORMANCE][PATCH] Searches by watchers with OR aggregator In-Reply-To: References: <589c94400707250920v5e0eee23t7f8634ff5a3c3940@mail.gmail.com> Message-ID: <589c94400707300842j4c34be88s62b765b5694d3277@mail.gmail.com> yes, it can, but I really would like to hear from other users about the patch. Especially I'm interested in reports from people who are using 4.1.22 and have many tickets and many users in the DB. On 7/30/07, Brian Kerr wrote: > Hey Ruslan, > > Can the patch be reworked to use the third query that you had sent to me? > > Thanks, > Brian > > On 7/25/07, Ruslan Zakirov wrote: > > Hi, guys. > > > > Thank you for the feedback. Here is patch that should address > > performance problems with queries like: > > "Owner = X OR Requestor = Y" > > "Requestor = Y OR Status = X" > > and other queries where positive search conditions (=, like ...) on > > Requestor, Cc, AdminCc or Watchers are joined with other conditions > > using OR. It doesn't apply to queries with all ANDs, as well it's not > > about searches by links, dates or something else. It's about watchers > > and ORs. > > > > -- > > Best regards, Ruslan. > > > > > -- Best regards, Ruslan. From KFCrocker at lbl.gov Mon Jul 30 11:50:07 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 30 Jul 2007 08:50:07 -0700 Subject: [rt-users] AdminCustomFields right on a per-queue basis? In-Reply-To: <5976B8A9-1872-4F58-AE48-CBB60FAE8A97@netspot.com.au> References: <5976B8A9-1872-4F58-AE48-CBB60FAE8A97@netspot.com.au> Message-ID: <46AE08AF.70709@lbl.gov> Tom, We grant all our rights to groups, that way we can just grant the different groups whatever rights we need them to have on a Queue by Queue basis without having to add a right to a bunch of users each time. If you do not want the AdminCustomFields right to be a global one, then add that right to a group or create a group for that right and then you're set. Kenn LBNL Tom Lanyon wrote: > Hi List, > > On our RT 3.6.4 installation, it seems that we can only assign the > AdminCustomFields right Globally, instead of on a per-queue basis. Is > that correct behaviour? Multiple pages in the wiki infer that we should > be able to have specific queue admins setup their own Custom Fields. > > Thanks, > 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 sturner at MIT.EDU Mon Jul 30 12:11:20 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 30 Jul 2007 12:11:20 -0400 Subject: [rt-users] AdminCustomFields right on a per-queue basis? In-Reply-To: <5976B8A9-1872-4F58-AE48-CBB60FAE8A97@netspot.com.au> References: <5976B8A9-1872-4F58-AE48-CBB60FAE8A97@netspot.com.au> Message-ID: <6.2.3.4.2.20070730120856.042934d8@po14.mit.edu> At Monday 7/30/2007 02:27 AM, Tom Lanyon wrote: >Hi List, > >On our RT 3.6.4 installation, it seems that we can only assign the >AdminCustomFields right Globally, instead of on a per-queue basis. Is >that correct behaviour? Multiple pages in the wiki infer that we >should be able to have specific queue admins setup their own Custom >Fields. > >Thanks, >Tom Tom, I believe the default behavior is for custom field administration to be a system admin function, not open to individual queue admins. We customized our (3.4) setup to allow queue admins to create their own fields, and from what I can see we'll need to reapply our patches to 3.6 to continue this functionality. Steve From stevensc at nsuok.edu Mon Jul 30 12:35:30 2007 From: stevensc at nsuok.edu (Craig Stevenson) Date: Mon, 30 Jul 2007 11:35:30 -0500 Subject: [rt-users] order by custom Message-ID: <46AE1352.4010907@nsuok.edu> Hello: I am currently using: rt-3.4.4 I would like to be able to create a custom field and be able to use it to order by in a search. I can put my custom field into the 'display columns' on the 'query builder' page. I can move it around in 'show columns'. But, I have no way to access it in the 'order by' list. Will a more recent version of rt support what I am looking for? Or, is there merely some permission I am not setting here to make it fly. Thanks for the help. -- Craig Stevenson || stevensc at nsuok.edu | vox:(918)444-5955 | fax:(918)458-2099 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From svitter at list.ru Mon Jul 30 15:38:02 2007 From: svitter at list.ru (Viktor) Date: Mon, 30 Jul 2007 23:38:02 +0400 Subject: =?koi8-r?Q?Re=3A_[rt-users]_Hide_metadata_on_ticket_display=3F?= In-Reply-To: <46AAABB1.3080504@ssww.com> References: <46AAABB1.3080504@ssww.com> Message-ID: Hello, Here it is, the solution you need, a little messy perhaps. I'd love to ask you and the other subscribers to try it, I need your responses and feedbacks to put these or better patches under Best Practical's wiki. Thanks in advance. -----Original Message----- From: Carrie Coy To: rt-users at lists.bestpractical.com Date: Fri, 27 Jul 2007 22:36:33 -0400 Subject: [rt-users] Hide metadata on ticket display? > > Is there a good way to change the ticket display so the Ticket metadata > is hidden by default (and may be toggled into view by the user)? I > would like my users to be able to step through a list of tickets using > "next" and "previous" without having to hide the metadata each time. We currently use the following patches to rt codebase to hide what you likely want to hide. put the following in your RT_ROOT/local/po/.po ===================================================================== msgid "Show Top10 tickets" msgstr "Show Top10 tickets" msgid "Hide Top10 tickets" msgstr "Hide Top10 tickets" msgid "Show ticket metadata" msgstr "Show ticket metadata" msgid "Hide ticket metadata" msgstr "Hide ticket metadata" ===================================================================== Apply the following patch (RT_ROOT/local/html/Ticket/Display.html should be created automatically, but you might have to create the directory RT_ROOT/local/html/Ticket/). Mind it shifts ticket transactions data to the top, ticket metadata (junk info, usually) to the bottom. It also provides the ability to 'delete' tickets via http://rt/Ticket/Display.html?Action=delete&id= It uses CustomFieldsOnReply solution, which you are free to omit (look at if ( $RT::CustomFieldsOnReply ) part, it's to be skipped if you don't need it) ===================================================================== diff -ubr --minimal RT_ROOT/share/html/Ticket/Display.html RT_ROOT/local/html/Ticket/Display.html --- RT_ROOT/share/html/Ticket/Display.html Thu May 17 08:08:14 2007 +++ RT_ROOT/local/html/Ticket/Display.html Thu Jul 12 19:18:49 2007 @@ -53,12 +53,6 @@ Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject) &> <& /Elements/ListActions, actions => \@Actions &> -<& /Elements/Callback, _CallbackName => 'BeforeShowSummary', Ticket => $TicketObj, %ARGS &> -<&| /Widgets/TitleBox, title => loc('Ticket metadata') &> -<& /Ticket/Elements/ShowSummary, Ticket => $TicketObj, Attachments => $attachments &> - - -
<& /Elements/Callback, _CallbackName => 'BeforeShowHistory', Ticket => $TicketObj, %ARGS &> @@ -74,12 +68,28 @@ <& /Elements/Callback, _CallbackName => 'AfterShowHistory', Ticket => $TicketObj, %ARGS &> +<& /Elements/Callback, _CallbackName => 'BeforeShowSummary', Ticket => $TicketObj, %ARGS &> +<&| /Widgets/TitleBox, + title => loc('Ticket metadata'), + titleright=> loc( ( $ShowSummary or $ShowTopTen )? "Hide ticket metadata" : "Show ticket metadata" ), + titleright_href => "$RT::WebPath$DisplayPath?id=@{[$TicketObj->Id]}&ShowSummary=" . ( 1 - !! ( $ShowTopTen or $ShowSummary ) ) +&> +% if ( $ShowSummary or $ShowTopTen ) { +<& /Ticket/Elements/ShowSummary, Ticket => $TicketObj, Attachments => $attachments, ShowTopTen => $ARGS{'ShowTopTen'} &> +% } + + +
+ <%ARGS> $id => undef $Create => undef $ShowHeaders => 0 +$ShowTopTen => 0 +$ShowSummary => 0 $Collapsed => undef $TicketObj => undef +$DisplayPath => "/Ticket/Display.html" <%INIT> @@ -126,7 +136,7 @@ ActionsRef => \@Actions, ARGSRef => \%ARGS); if (defined $ARGS{'Action'}) { - if ($ARGS{'Action'} =~ /^(Steal|Kill|Take|SetTold)$/) { + if ($ARGS{'Action'} =~ /^(Steal|Delete|Take|SetTold)$/) { my $action = $1; my ($res, $msg)=$TicketObj->$action(); push(@Actions, $msg); @@ -153,16 +163,14 @@ my @BasicActions = ProcessTicketBasics(ARGSRef => \%ARGS, TicketObj=>$TicketObj); my @results = ProcessTicketLinks( TicketObj => $TicketObj, ARGSRef => \%ARGS); + if ( $RT::TicketCustomFieldsOnReply ) { + my @cf_results = ProcessTicketCustomFieldUpdates( ARGSRef => \%ARGS ); + push(@results, @cf_results); + } + push (@Actions, @PeopleActions, @BasicActions, @results); } -$m->comp('/Elements/Callback', _CallbackName => 'BeforeDisplay', - TicketObj => \$TicketObj, - Tickets => \$Tickets, - Actions => \@Actions, - ARGSRef => \%ARGS, -); - # This code does automatic redirection if any updates happen. if (@Actions) { @@ -174,6 +182,13 @@ } else { @Actions = @{ delete $session{"Actions"} || [] }; } + +$m->comp('/Elements/Callback', _CallbackName => 'BeforeDisplay', + TicketObj => \$TicketObj, + Tickets => \$Tickets, + Actions => \@Actions, + ARGSRef => \%ARGS, +); my $attachments = $m->comp('Elements/FindAttachments', Ticket => $TicketObj, Tickets => $Tickets); my $attachment_content = $m->comp('Elements/LoadTextAttachments', Ticket => $TicketObj); ===================================================================== Now the following path implements the possibility to hide unneccessary 'show the requestor's top 10 most prioritized tickets', which is quite expensive for the tracker's performance ===================================================================== diff -ubr --minimal RT_ROOT/share/html/Ticket/Elements/ShowRequestor RT_ROOT/local/html/Ticket/Elements/ShowRequestor --- RT_ROOT/share/html/Ticket/Elements/ShowRequestor Tue Apr 24 21:21:42 2007 +++ RT_ROOT/local/html/Ticket/Elements/ShowRequestor Thu Jul 12 19:58:17 2007 @@ -52,15 +52,20 @@ while (my $requestor=$people->Next) { next if $requestor->Privileged; my $name=$requestor->RealName || $requestor->EmailAddress; -my $tickets = RT::Tickets->new($session{'CurrentUser'}); -$tickets->FromSQL( "Requestor.id = ". $requestor->id ." AND (Status = 'open' OR Status = 'new')" ); -$tickets->RowsPerPage($rows); -$tickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); +my $tickets = undef; +if ( $ShowTopTen ) { + $tickets = RT::Tickets->new($session{'CurrentUser'}); + $tickets->FromSQL( "Requestor.id = ". $requestor->id ." AND (Status = 'open' OR Status = 'new')" ); + $tickets->RowsPerPage($rows); + $tickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); +} <&| /Widgets/TitleBox, title_href => $has_right_adminusers ? "$RT::WebPath/Admin/Users/Modify.html?id=".$requestor->id : undef, title=> loc("More about [_1]", $name), + titleright=> loc( $ShowTopTen? "Hide Top10 tickets" : "Show Top10 tickets" ), + titleright_href => "$RT::WebPath$DisplayPath?id=@{[$Ticket->id]}&ShowTopTen=" . ( 1 - !!$ShowTopTen ) &> %# Additional information about this user. Empty by default. @@ -69,12 +74,14 @@ <&|/l&>Comments about this user:
<% ($requestor->Comments || loc("No comment entered about this user")) %>
+% if ( $tickets ) { <&|/l, $rows &>This user's [_1] highest priority tickets:
+% } <&|/l&>Groups this user belongs to:
@@ -85,5 +92,6 @@ %} <%ARGS> $Ticket=>undef +$ShowTopTen=>undef $DisplayPath => "/Ticket/Display.html" ===================================================================== And the following patch just passes ShowTopTen parameter from ShowSummary to the underlying component, namely ShowRequestor. ===================================================================== diff -ubr --minimal RT_ROOT/share/html/Ticket/Elements/ShowSummary RT_ROOT/local/html/Ticket/Elements/ShowSummary --- RT_ROOT/share/html/Ticket/Elements/ShowSummary Sun May 6 10:35:28 2007 +++ RT_ROOT/local/html/Ticket/Elements/ShowSummary Thu Jul 12 20:01:27 2007 @@ -69,7 +69,7 @@ <& /Ticket/Elements/ShowAttachments, Ticket => $Ticket, Attachments => $Attachments &>
- <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket &> + <& /Ticket/Elements/ShowRequestor, Ticket => $Ticket, ShowTopTen => $ShowTopTen &> <& /Elements/Callback, %ARGS, _CallbackName => 'LeftColumn' &>