From gcecchi at peviani.it  Fri Jun  1 03:56:45 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Fri, 1 Jun 2007 09:56:45 +0200
Subject: [rt-users] 3.6.4rc1:10 newest unowned tickets is double wrong
References: <A6EA8BA3E2776540BBC22A6C4D259D7301689454@MAILSERVER.pevianimail.local>
	<589c94400705311545h51690d0fse0bb1b81f802cc81@mail.gmail.com>
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D739CEB5F@MAILSERVER.pevianimail.local>

>1) wrong order sounds like a bug, it should be ordered by Created date
>starting from the most recent one.

login as root 
preferences (top right)
RT at a glance
unowned tickets
at right side where there is "order by"
first option by default is
Created   Asc

Instead it should be Desc by default if you want that what you write is what it is displayed.
Works for me.
Or on the contrary you change term "newest" in "oldest", leaving the default order in the query as it is now.
Tipically, apart from their priority, I think tickets are managed on a fifo basis, so probably this second option could be better.

PS: how can I do the same for all users? connected as a user I don't see at top right the "preferences" option.
And connected as root if I try to modify a user I can set if the "unowned tickets" query is showed or not in RT at a glance...
but it remains the same, not as modified by root... How can I change "unowned tickets" query globally? Or do I have to create a sort of "my system unowned tickets query"?

>Header of a box on "RT
>at glance" points to a page with results of the same search, but as
>far as I know people want to see more tickets on this page.
Ok, it is far clear now about intended behaviour and saved search functionality/flexibility.
But I was writing about default settings and displays. 
You would agree with me that clicking on a phrase that says
10 newest unowned tickets
one would expect to be driven to what it says, not to the result of unowned tickets query....
So I basically think the navigation walkthrough is misleading in this case...

Another option for the title of the box could be something like
Newest unowned tickets (N showed here)

with "Newest unowned tickets" hyperlinked... 

>On "RT at glance" page we limit list by user's preferences
>(Preferences -> RT at glance -> Rows per box). 
Is rows per box (default to 10) parameter configurable only on a system basis modifying "rows per box" in "Customize RT at a glance" screen connected as root user?

Gianluca


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From torsten.brumm at googlemail.com  Fri Jun  1 04:23:49 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 1 Jun 2007 10:23:49 +0200
Subject: [rt-users] RT CLI and multiple lines
In-Reply-To: <465D7A94.70402@vonage.com>
References: <16426EA38D57E74CB1DE5A6AE1DB039455B1EC@w3hamboex11.ger.win.int.kn>
	<465D7A94.70402@vonage.com>
Message-ID: <bdbd084b0706010123v464476dbx1d7d4be98c5d3d39@mail.gmail.com>

Hi Dmitri,

the hint with the whitspace was success for the interactiv editor, thanks..

its funny, i thought a normal cr/lf is enough for a whitespace, but its not
working, but if i use cr/lf + space its working.

Its ok for me for the interactive editor.

Thanks

2007/5/30, Dmitri Tikhonov <dtikhonov at vonage.com>:
>
> Hi Torsten,
>
> this has been discussed a while back:
>
> http://lists.fsck.com/pipermail/rt-devel/2006-May/008448.html
>
>    - Dmitri.
>
> Ham MI-ID, Torsten Brumm wrote:
> > Hi RT Users,
> >
> > again a question/problem with RT CLI, again mulitple lines. I'm trying
> > to create a ticket in interactive mode (-e) with more then one line of
> text.
> >
> >
> >
> > I'm using this: /opt/rt3/bin/rt create -t ticket -e set subject='TEST
> > 30.5.2007 from CLI' and this brings me to the Editor:
> >
> >
> >
> > # Required: id, Queue
> >
> >
> >
> > id: ticket/new
> >
> > Queue: General
> >
> > Requestor: root
> >
> > Subject: TEST 30.5.2007 from CLI
> >
> > Cc: torsten.brumm at kuehne-nagel.com
> >
> > AdminCc:
> >
> > Owner: root
> >
> > Status: new
> >
> > Priority: 50
> >
> > InitialPriority: 20
> >
> > FinalPriority: 90
> >
> > TimeEstimated:
> >
> > Starts: 2007-05-30 08:05:29
> >
> > Due: 2007-05-31 08:05:29
> >
> > Text: ONE LINE
> >
> >
> >
> > In this case, with one line it works well, but if I try to set another
> > line (CR/LF) it brings this:
> >
> >
> >
> > # Please resubmit with errors corrected.
> >
> >
> >
> > --
> >
> >
> >
> > # Syntax error.
> >
> >
> >
> > id: ticket/new
> >
> > Queue: General
> >
> > Requestor: root
> >
> > Subject: TEST2 30.5.2007 from CLI
> >
> > Cc:
> >
> > AdminCc:
> >
> > Owner:
> >
> > Status: new
> >
> > Priority:
> >
> > InitialPriority:
> >
> > FinalPriority:
> >
> > TimeEstimated:
> >
> > Starts: 2007-05-30 08:08:12
> >
> > Due: 2007-05-30 08:08:12
> >
> > Text: LINE 1 and RETURN after
> >
> >> > Line2
> >
> > Line3
> >
> >
> >
> > I have checked the rt cli tool for this hint from Philip klime I think:
> >
> >
> >
> >>  --- bin/rt      2006-09-28 08:53:43.000000000 -0400
> >
> >>  +++ /opt/rt3/bin/rt     2006-09-25 10:48:09.000000000 -0400
> >
> >>  @@ -388,7 +388,7 @@
> >
> >>           elsif (/^set$/i) {
> >
> >>               my $vars = 0;
> >
> >>
> >
> >>  -            while (@ARGV && $ARGV[0] =~ /^($field)([+-]?=)(.*)$/xms)
> {
> >
> >>  +            while (@ARGV && $ARGV[0] =~ /^($field)([+-]?=)(.*)$/) {
> >
> >>                   my ($key, $op, $val) = ($1, $2, $3);
> >
> >>                   my $hash = ($op eq '=') ? \%set : ($op =~ /^\+/) ?
> >
> >>  \%add : \%del;
> >
> >
> >
> > The line looks correct.
> >
> >
> >
> > Any ideas? How do you use the RT CLI with more then one line of text? Do
> > I something wrong?
> >
> >
> >
> > Thanks
> >
> >
> >
> > Torsten
> >
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From theillien at yahoo.com  Fri Jun  1 04:24:20 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 01 Jun 2007 04:24:20 -0400
Subject: [rt-users] Bizzarre Error
Message-ID: <465FD7B4.4020806@yahoo.com>

I have a FromSQL query I'm trying to run:
my $tix = new RT::Tickets(RT::SystemUser);
$tix->FromSQL('Queue = "CustomerCare" AND ((LastUpdated > ' . $date[0] . ' AND
LastUpdated < ' . $date[$#date] . ') OR (LastUpdated = ' . $date[0] . ' OR
LastUpdate = ' . $date[$#date] . '))');

I'm editing this in vim so when I land on a parenthesis the matching
closing/opening parenthesis is highlighted.  As far as I can tell, all
parentheses are paired up.  However, when I run the script, I get the following
error:
[error]: Query error in <<Queue = "CustomerCare" AND ((LastUpdated > 2007-05-01
AND LastUpdated < 2007-05-31) OR (LastUpdated = 2007-05-01 OR LastUpdate =
2007-05-31))>>:
Error near ->05<- expecting a CLOSE_PAREN in Queue = "CustomerCare" AND
((LastUpdated > 2007-05-01 AND LastUpdated < 2007-05-31) OR (LastUpdated =
2007-05-01 OR LastUpdate = 2007-05-31))
(/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:487)

What's "Error near ->05<-" supposed to mean?  There's 4 of them in the query.

Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From theillien at yahoo.com  Fri Jun  1 05:22:21 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 01 Jun 2007 05:22:21 -0400
Subject: [rt-users] Bizzarre Error - Disregard
In-Reply-To: <465FD7B4.4020806@yahoo.com>
References: <465FD7B4.4020806@yahoo.com>
Message-ID: <465FE54D.50708@yahoo.com>

In keeping with my habit of solving my problem after asking about it, I've done
so.  I didn't place the proper quotes where they needed to be.

Mathew
Keep up with me and what I'm up to: http://theillien.blogspot.com


Mathew Snyder wrote:
> I have a FromSQL query I'm trying to run:
> my $tix = new RT::Tickets(RT::SystemUser);
> $tix->FromSQL('Queue = "CustomerCare" AND ((LastUpdated > ' . $date[0] . ' AND
> LastUpdated < ' . $date[$#date] . ') OR (LastUpdated = ' . $date[0] . ' OR
> LastUpdate = ' . $date[$#date] . '))');
> 
> I'm editing this in vim so when I land on a parenthesis the matching
> closing/opening parenthesis is highlighted.  As far as I can tell, all
> parentheses are paired up.  However, when I run the script, I get the following
> error:
> [error]: Query error in <<Queue = "CustomerCare" AND ((LastUpdated > 2007-05-01
> AND LastUpdated < 2007-05-31) OR (LastUpdated = 2007-05-01 OR LastUpdate =
> 2007-05-31))>>:
> Error near ->05<- expecting a CLOSE_PAREN in Queue = "CustomerCare" AND
> ((LastUpdated > 2007-05-01 AND LastUpdated < 2007-05-31) OR (LastUpdated =
> 2007-05-01 OR LastUpdate = 2007-05-31))
> (/usr/local/rt-3.6.1/lib/RT/Tickets_Overlay_SQL.pm:487)
> 
> What's "Error near ->05<-" supposed to mean?  There's 4 of them in the query.
> 
> Mathew


From gunnar.gorges at zmaw.de  Fri Jun  1 05:45:23 2007
From: gunnar.gorges at zmaw.de (Gunnar Gorges)
Date: Fri, 01 Jun 2007 11:45:23 +0200
Subject: [rt-users] Ticket content not displayed / content not generated
 properly (RT 3.4.5)
Message-ID: <465FEAB3.2060207@zmaw.de>

Hi,

I am facing a strange issue using RT 3.4.5 running on Debian Etch/Apache2:

A user today informed me that comments he send are not shown in the
ticket-display even though the mails were sent correctly. The ticket
would just stop with an old transaction.

What I found out after some research was that:
1. the content of his mails are found through RT's ticket search
(Content contains) in the correct ticket (but not displayed).
2. viewing the html source-code of the tickets page it seems like it was
not generated properly (i.e. the </BODY> tag is missing).
3. every time I try to view the page an apache2-child process seems to
crash: "[notice] child pid 12283 exit signal Segmentation fault (11)".
4. the user said he copied html-code to the mail he sent (I don't know
if that is important/part of the problem since this worked fine before)

Has anyone seen this before?

I hope the provided information is sufficient...
Thanks in advance,
Gunnar

-- 
Gunnar Gorges
Central IT Services - ZMAW
Mail: gunnar.gorges at zmaw.de
Tel.: +49 (0)40 41173 361


From torsten.brumm at googlemail.com  Fri Jun  1 06:50:36 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 1 Jun 2007 12:50:36 +0200
Subject: [rt-users] RT CLI and multiple lines
In-Reply-To: <bdbd084b0706010123v464476dbx1d7d4be98c5d3d39@mail.gmail.com>
References: <16426EA38D57E74CB1DE5A6AE1DB039455B1EC@w3hamboex11.ger.win.int.kn>
	<465D7A94.70402@vonage.com>
	<bdbd084b0706010123v464476dbx1d7d4be98c5d3d39@mail.gmail.com>
Message-ID: <bdbd084b0706010350n2138c7e6jce4ac1b8821a7928@mail.gmail.com>

Hi Dmitri, Hi Jim,

thanks for your help, got it working now.

Torsten

2007/6/1, Torsten Brumm <torsten.brumm at googlemail.com>:
>
> Hi Dmitri,
>
> the hint with the whitspace was success for the interactiv editor,
> thanks..
>
> its funny, i thought a normal cr/lf is enough for a whitespace, but its
> not working, but if i use cr/lf + space its working.
>
> Its ok for me for the interactive editor.
>
> Thanks
>
> 2007/5/30, Dmitri Tikhonov <dtikhonov at vonage.com>:
> >
> > Hi Torsten,
> >
> > this has been discussed a while back:
> >
> > http://lists.fsck.com/pipermail/rt-devel/2006-May/008448.html
> >
> >    - Dmitri.
> >
> > Ham MI-ID, Torsten Brumm wrote:
> > > Hi RT Users,
> > >
> > > again a question/problem with RT CLI, again mulitple lines. I'm trying
> > > to create a ticket in interactive mode (-e) with more then one line of
> > text.
> > >
> > >
> > >
> > > I'm using this: /opt/rt3/bin/rt create -t ticket -e set subject='TEST
> > > 30.5.2007 from CLI' and this brings me to the Editor:
> > >
> > >
> > >
> > > # Required: id, Queue
> > >
> > >
> > >
> > > id: ticket/new
> > >
> > > Queue: General
> > >
> > > Requestor: root
> > >
> > > Subject: TEST 30.5.2007 from CLI
> > >
> > > Cc: torsten.brumm at kuehne-nagel.com
> > >
> > > AdminCc:
> > >
> > > Owner: root
> > >
> > > Status: new
> > >
> > > Priority: 50
> > >
> > > InitialPriority: 20
> > >
> > > FinalPriority: 90
> > >
> > > TimeEstimated:
> > >
> > > Starts: 2007-05-30 08:05:29
> > >
> > > Due: 2007-05-31 08:05:29
> > >
> > > Text: ONE LINE
> > >
> > >
> > >
> > > In this case, with one line it works well, but if I try to set another
> >
> > > line (CR/LF) it brings this:
> > >
> > >
> > >
> > > # Please resubmit with errors corrected.
> > >
> > >
> > >
> > > --
> > >
> > >
> > >
> > > # Syntax error.
> > >
> > >
> > >
> > > id: ticket/new
> > >
> > > Queue: General
> > >
> > > Requestor: root
> > >
> > > Subject: TEST2 30.5.2007 from CLI
> > >
> > > Cc:
> > >
> > > AdminCc:
> > >
> > > Owner:
> > >
> > > Status: new
> > >
> > > Priority:
> > >
> > > InitialPriority:
> > >
> > > FinalPriority:
> > >
> > > TimeEstimated:
> > >
> > > Starts: 2007-05-30 08:08:12
> > >
> > > Due: 2007-05-30 08:08:12
> > >
> > > Text: LINE 1 and RETURN after
> > >
> > >> > Line2
> > >
> > > Line3
> > >
> > >
> > >
> > > I have checked the rt cli tool for this hint from Philip klime I
> > think:
> > >
> > >
> > >
> > >>  --- bin/rt      2006-09-28 08:53: 43.000000000 -0400
> > >
> > >>  +++ /opt/rt3/bin/rt     2006-09-25 10:48:09.000000000 -0400
> > >
> > >>  @@ -388,7 +388,7 @@
> > >
> > >>           elsif (/^set$/i) {
> > >
> > >>               my $vars = 0;
> > >
> > >>
> > >
> > >>  -            while (@ARGV && $ARGV[0] =~
> > /^($field)([+-]?=)(.*)$/xms) {
> > >
> > >>  +            while (@ARGV && $ARGV[0] =~ /^($field)([+-]?=)(.*)$/) {
> > >
> > >>                   my ($key, $op, $val) = ($1, $2, $3);
> > >
> > >>                   my $hash = ($op eq '=') ? \%set : ($op =~ /^\+/) ?
> > >
> > >>  \%add : \%del;
> > >
> > >
> > >
> > > The line looks correct.
> > >
> > >
> > >
> > > Any ideas? How do you use the RT CLI with more then one line of text?
> > Do
> > > I something wrong?
> > >
> > >
> > >
> > > Thanks
> > >
> > >
> > >
> > > Torsten
> > >
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
> >
>
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de




-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From torsten.brumm at googlemail.com  Fri Jun  1 07:04:36 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 1 Jun 2007 13:04:36 +0200
Subject: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience?
In-Reply-To: <77BC51F7-43EE-4E05-B202-F7EE4A7A5B43@khera.org>
References: <bdbd084b0701230547u15a040c2hf2486f061c7dbc0d@mail.gmail.com>
	<4FC8C2F0-D0C0-44FB-A792-4728E6841BFB@khera.org>
	<bdbd084b0701290308j2ee3eb6nae41636f29ceec74@mail.gmail.com>
	<77BC51F7-43EE-4E05-B202-F7EE4A7A5B43@khera.org>
Message-ID: <bdbd084b0706010404o7f46672fpace1acb947eb7242@mail.gmail.com>

Hi Vivek,

do you have some configuration information for SCGI and RT and Apache?

Would be great to get some hints.

Torsten

2007/1/29, Vivek Khera <vivek at khera.org>:
>
>
> On Jan 29, 2007, at 6:08 AM, Torsten Brumm wrote:
>
> The FastCGI protocol needs to die.  It is very cumbersome and difficult to
> implement efficiently, and the C libraries for it are, shall we say,
> difficult to modernize.  Lately I've been recoding our large projects to use
> the new SCGI protocol.  The speedup and reliability and ease of
> implementation have dramatically improved.
>
> Btw. @Vivek. You wrote in another Post about performance "boost" with some
> new indexes, but i can find this., can you repost it or sent?
>
>
>
> These were for Postgres for RT 3.2, but seem to still apply to 3.6.  The
> stock indexes that come with RT are basically unused due to how querybuilder
> makes queries.
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>


-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From ponton-rt-users at ponton-consulting.de  Fri Jun  1 08:09:30 2007
From: ponton-rt-users at ponton-consulting.de (rt-users)
Date: Fri, 1 Jun 2007 14:09:30 +0200
Subject: [rt-users] RT3.6.3 Mailgate problems
Message-ID: <EF70026A5C06F74CA92FE7846BC8CB685D40EC@holhhsrvmsx03.c1-group.dom>

Hello,

i tried to move our RT installation to a new server (New: Debian Etch. Old: Debian Sarge). Copied the DB content and RT_SiteConfig.
Everything looks fine, but the mailgate does not work. When testing rt-mailgate manually I get the error:

cat mail | /usr/local/rt3/bin/rt-mailgate --debug --queue RT_Test --action correspond --url https://rt.ponton.local/
Connecting to https://rt.ponton.local//REST/1.0/NoAuth/mail-gateway at /usr/local/rt3/bin/rt-mailgate line 100, <> line 1.
Segmentation fault


The file mail contains:
From: foo at bar.com
To: rt at ponton
Subject: Test

Test



Doing the same on our old server creates a new ticket in the RT_Test queue as expected.

Any hints how to solve this problem?

Thanks for help.

J?rg Eichhorn

From ntyni+rt-users at mappi.helsinki.fi  Fri Jun  1 06:10:30 2007
From: ntyni+rt-users at mappi.helsinki.fi (Niko Tyni)
Date: Fri, 1 Jun 2007 13:10:30 +0300
Subject: [rt-users] Ticket content not displayed / content not generated
	properly (RT 3.4.5)
In-Reply-To: <465FEAB3.2060207@zmaw.de>
References: <465FEAB3.2060207@zmaw.de>
Message-ID: <20070601101030.GA14673@delila.it.helsinki.fi>

On Fri, Jun 01, 2007 at 11:45:23AM +0200, Gunnar Gorges wrote:
 
> I am facing a strange issue using RT 3.4.5 running on Debian Etch/Apache2:
> 
> A user today informed me that comments he send are not shown in the
> ticket-display even though the mails were sent correctly. The ticket
> would just stop with an old transaction.

> 3. every time I try to view the page an apache2-child process seems to
> crash: "[notice] child pid 12283 exit signal Segmentation fault (11)".

This is probably Text::Tabs crashing Perl.

 http://bugs.debian.org/400733

 http://rt.perl.org/rt3/Public/Bug/Display.html?id=40989

I think the available workarounds are either changing the ticket contents
or removing the Text::Quoted::extract() call in

html/Ticket/Elements/ShowTransactionAttachments

Cheers,
-- 
Niko Tyni   ntyni at iki.fi


From gunnar.gorges at zmaw.de  Fri Jun  1 08:58:33 2007
From: gunnar.gorges at zmaw.de (Gunnar Gorges)
Date: Fri, 01 Jun 2007 14:58:33 +0200
Subject: [rt-users] Ticket content not displayed / content not generated
	properly (RT 3.4.5)
In-Reply-To: <20070601101030.GA14673@delila.it.helsinki.fi>
References: <465FEAB3.2060207@zmaw.de>
	<20070601101030.GA14673@delila.it.helsinki.fi>
Message-ID: <466017F9.6040309@zmaw.de>

> or removing the Text::Quoted::extract() call in
> html/Ticket/Elements/ShowTransactionAttachments

I removed the call and the requests are displayed properly now.
Thanks!

Cheers,
Gunnar

-- 
Gunnar Gorges
Central IT Services - ZMAW
Mail: gunnar.gorges at zmaw.de
Tel.: +49 (0)40 41173 361


From Robert.Grasso at cedrat.com  Fri Jun  1 09:40:06 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Fri, 1 Jun 2007 15:40:06 +0200
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <NGBBLJJLDKGDEEDPHOBAOEMHADAB.Robert.Grasso@cedrat.com>

oh well, I am very late with my answer, but I had this thought right now : so I don't know if this request has been submitted
already :

my users would deeply appreciate being able to temporarily SAVE a draft ticket, just to protect against a power shortage, sudden
interruptions, and such; I mean : one is writing a long email (this is regularly the case in our scientific business), this takes
time, and from time to time people would like to click on some "Save" button or link, so that they can be sure they will get their
mail back whatever can happen.

For the moment some of them use to write their email into MS-Outlook, save it regularly with Ctrl-S, and when they are satisfied
they copy it into the ticket and send it - but this is not a very satisfying workaround

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com
---
Support service       : mailto:support at cedrat.com
Commercial service : mailto:cedrat at cedrat.com
Web site                  : http://www.cedrat.com



> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jesse
> Vincent
> Sent: Tuesday, May 01, 2007 7:55 PM
> To: RT Users
> Subject: [rt-users] RT 4
>
>
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
>
> Think big.
>
> Jesse
>



From maristbrandi at gmail.com  Fri Jun  1 09:49:57 2007
From: maristbrandi at gmail.com (Brandi L)
Date: Fri, 1 Jun 2007 09:49:57 -0400
Subject: [rt-users] 3.4-compat stylesheets not displaying properly
Message-ID: <a3a53f9f0706010649n6590a1abka0aa28d0ace56531@mail.gmail.com>

Hi all,

I am having a problem with version 3.6.3.

I have changed the stylesheets to 3.4-compat, which works much better for me
than the 3.5 set except for one problem. On the 'RT at a glance' page the
tables on the right side (Reminders and Quick Search) are cut off a little
on the right edge. In Firefox, however, they display properly. Has anyone
else had a similar problem?

Thanks!
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From darling at ccdc.cam.ac.uk  Fri Jun  1 09:58:10 2007
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Fri, 01 Jun 2007 14:58:10 +0100
Subject: [rt-users] RT 4
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAOEMHADAB.Robert.Grasso@cedrat.com>
References: <NGBBLJJLDKGDEEDPHOBAOEMHADAB.Robert.Grasso@cedrat.com>
Message-ID: <466025F2.8090903@ccdc.cam.ac.uk>

> my users would deeply appreciate being able to temporarily SAVE a draft ticket

If they're using firefox, I can recommend the Save Text Area extension, 
it's got save to, and load from file, as well as autosave.

Cheers


From gleduc at mail.sdsu.edu  Fri Jun  1 11:03:37 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 01 Jun 2007 08:03:37 -0700
Subject: [rt-users] Create new ticket as stalled
In-Reply-To: <20070531211713.4a95717a@localhost.localdomain>
References: <20070531211713.4a95717a@localhost.localdomain>
Message-ID: <6.2.1.2.2.20070601080051.023af710@mail.sdsu.edu>

Will an OnCreate scrip that stalls the ticket work for you?  If so, use 
this as the user-defined action:

$self->TicketObj->SetStatus('stalled');
return 1;


At 06:17 PM 5/31/2007, Kevin Squire wrote:
>I have set up an approval system similar to what is found on the wiki (
>http://wiki.bestpractical.com/index.cgi?ApprovalCreation )
>
>My two queues are "TimeOff" and TimeOff-Approval"
>
>a staff member opens a ticket in "TimeOff" and that creates the two
>tickets in "TimeOff-Approval" that the Supervisor and HR need to sign
>off on first.
>
>I would like to make the ticket in "TimeOff" stalled until both
>approvals are OKed.  Then after they are OKed the ticket would be
>changed to open.
>
>I already have OpenDependantsOnResolve (from Wiki also) in place
>globally, so I am pretty sure the second part of my request is already
>done.
>
>I just need to figure out how to stall the new ticket, or have it
>created as stalled.
>
>
>
>--
>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
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: 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 Robert.Grasso at cedrat.com  Fri Jun  1 11:09:25 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Fri, 1 Jun 2007 17:09:25 +0200
Subject: [rt-users] RT 4
In-Reply-To: <466025F2.8090903@ccdc.cam.ac.uk>
Message-ID: <NGBBLJJLDKGDEEDPHOBAGEMMADAB.Robert.Grasso@cedrat.com>

oh, I agree, I am using such an extension myself - but first, not all of our staffers use Firefox, many of them use MSIE - and I
cannot change this - but anyway, so many office softwares, proprietary or not, use to supply such a "Save as" function nowadays
(OpenOffice does), that you would expect that it's implemented in the software you are using, without having to setup some
workaround yourself ...

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com
---
Support service       : mailto:support at cedrat.com
Commercial service : mailto:cedrat at cedrat.com
Web site                  : http://www.cedrat.com



> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Toby
> Darling
> Sent: Friday, June 01, 2007 3:58 PM
> To: RT Users
> Subject: Re: [rt-users] RT 4
>
>
> > my users would deeply appreciate being able to temporarily SAVE a draft ticket
>
> If they're using firefox, I can recommend the Save Text Area extension,
> it's got save to, and load from file, as well as autosave.
>
> Cheers
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From vivek at khera.org  Fri Jun  1 11:13:53 2007
From: vivek at khera.org (Vivek Khera)
Date: Fri, 1 Jun 2007 11:13:53 -0400
Subject: [rt-users] mod_fastcgi or mod_fcgi, whats your expirience?
In-Reply-To: <bdbd084b0706010404o7f46672fpace1acb947eb7242@mail.gmail.com>
References: <bdbd084b0701230547u15a040c2hf2486f061c7dbc0d@mail.gmail.com>
	<4FC8C2F0-D0C0-44FB-A792-4728E6841BFB@khera.org>
	<bdbd084b0701290308j2ee3eb6nae41636f29ceec74@mail.gmail.com>
	<77BC51F7-43EE-4E05-B202-F7EE4A7A5B43@khera.org>
	<bdbd084b0706010404o7f46672fpace1acb947eb7242@mail.gmail.com>
Message-ID: <74D4EDAA-8C45-4665-9BFA-D76CB68B968B@khera.org>


On Jun 1, 2007, at 7:04 AM, Torsten Brumm wrote:

> do you have some configuration information for SCGI and RT and Apache?

I just use FastCGI as it is well documented ;-)

SpeedyCGI didn't pan out for me even though there is support in RT.

I've not tried SCGI for RT but we use it for our own internal projects.

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From jbureau at shaker.k12.nh.us  Fri Jun  1 14:42:28 2007
From: jbureau at shaker.k12.nh.us (Jim Bureau)
Date: Fri, 01 Jun 2007 14:42:28 -0400
Subject: [rt-users] RT windows version backup
In-Reply-To: <454A1053.90506@shaker.k12.nh.us>
References: <454A1053.90506@shaker.k12.nh.us>
Message-ID: <46606894.6030401@shaker.k12.nh.us>

Hello,

We are using WinRT 3.4.5 (from SecureScout). Does anyone know what 
files/folders that we should backup in WinRT? We would like to run a 
backup every evening.

To go along with that, does anyone know how to import data back into RT 
(if we ever had to rebuild the server)?

Thanks again,
-- 

Jim Bureau
Computer Technician
Shaker Regional School District
e: jbureau at shaker.k12.nh.us
p: 603-267-9223
f:  603-267-9225
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From jesse at bestpractical.com  Fri Jun  1 15:00:05 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 1 Jun 2007 15:00:05 -0400
Subject: [rt-users] RT windows version backup
In-Reply-To: <46606894.6030401@shaker.k12.nh.us>
References: <454A1053.90506@shaker.k12.nh.us>
	<46606894.6030401@shaker.k12.nh.us>
Message-ID: <BD9F9406-9572-4828-854B-4AF9178CF527@bestpractical.com>


On Jun 1, 2007, at 2:42 PM, Jim Bureau wrote:

> Hello,
>
> We are using WinRT 3.4.5 (from SecureScout). Does anyone know what  
> files/folders that we should backup in WinRT? We would like to run  
> a backup every evening.

SecureScout aren't really members of the RT community. They don't  
seem to even read the mailing lists. It _looks like_ they're just  
repackaging the work Audrey Tang did to package RT for Windows a few  
years ago, but we don't know for sure.  Generally, we'd strongly  
recommend you deploy RT on a Unix/Linux/OSX platform rather than  
their somewhat out of date Windows packages.

Best,
Jesse

> To go along with that, does anyone know how to import data back  
> into RT (if we ever had to rebuild the server)?
>
> Thanks again,
> -- 
>
> Jim Bureau
> Computer Technician
> Shaker Regional School District
> e: jbureau at shaker.k12.nh.us
> p: 603-267-9223
> f:  603-267-9225
> <jbureau.vcf>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From gentgeen at linuxmail.org  Fri Jun  1 15:51:57 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Fri, 1 Jun 2007 15:51:57 -0400
Subject: [rt-users] Approvals made, change status of orignal ticket
Message-ID: <20070601155157.694f8cec@localhost.localdomain>

Now I have a follow-up issue.  Apparently my OpenDendentsOnResolve is 
not working like I wanted.

As a recap:
I have two queues "TimeOff" and TimeOff-Approval"
(TimeOff-Approval is "disabled" like the ___Approval queue.  Not sure if
that is a real problem or not, does not seem to be).  A staff member 
opens a ticket in "TimeOff" and that creates the two tickets in 
"TimeOff-Approval" that the Supervisor and HR need to sign off on first.

Thanks to Gene, The Ticket created in "TimeOff" gets a status "pending"
(I added a new status to my RT_SiteConfig.pm)
--------------------

Now once the two "TimeOff-Approval" tickets are resolved, I want the
"TimeOff" ticket's status to be changed to "open". As of right now, the "TimeOff" ticket remains "pending" even after approvals are approved.

I copy/pasted the "When a ticket has been approved by all approvers, add
correspondence to the original ticket" from the ___Approval queue.

I image this is where I can add the code needed to change the ticket
from "pending" to "open" but I don't know how. 

---------------------
FROM THE "When a ticket has been approved by all approvers, add
correspondence to the original ticket"


CONDITION: On Resolve
ACTION: User Defined
TEMPLATE: All Approvals Passed
STAGE: TransactionCreate
CUSTOM CONDTION: blank
CUSTOM ACTION PREPARATION CODE:
# ------------------------------------------------------------------- #
# Find all the tickets that depend on this (that this is approving)

my $Ticket = $self->TicketObj;
my @TOP    = $Ticket->AllDependedOnBy( Type => 'ticket' );
my $links  = $Ticket->DependedOnBy;
my $passed = 0;

while (my $link = $links->Next) {
    my $obj = $link->BaseObj;
    next if ($obj->HasUnresolvedDependencies( Type => 'approval' ));

    if ($obj->Type eq 'ticket') {
	$obj->Comment(
	    Content	=> $self->loc("Your request has been approved."),
	);
	$T::Approval  = $Ticket;    # so we can access it inside templates
	$self->{TicketObj} = $obj;  # we want the original id in the token line
	$passed = 1;
    }
    elsif ($obj->Type eq 'approval') {
	$obj->SetStatus( Status => 'open', Force => 1 );
    }
    elsif ($RT::UseCodeTickets and $obj->Type eq 'code') {
	my $code = $obj->Transactions->First->Content;
	my $rv;

	foreach my $TOP (@TOP) {
	    local $@;
	    $rv++ if eval $code;
	    $RT::Logger->error("Cannot eval code: $@") if $@;
	}

	if ($rv or !@TOP) {
	    $obj->SetStatus( Status	=> 'resolved', Force	=> 1,);
	}
	else {
	    $obj->SetStatus( Status	=> 'rejected', Force	=> 1,);
	}
    }
}

# Now magically turn myself into a Requestor Notify object...
require RT::Action::Notify; bless($self, 'RT::Action::Notify');
$self->{Argument} = 'Requestor'; $self->Prepare;

return 0; # ignore $passed;
# ------------------------------------------------------------------- #

CUSTOM ACTION CLEANUP CODE: blank


-- 
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 HelmuthRamirez at compupay.com  Fri Jun  1 17:29:03 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 1 Jun 2007 17:29:03 -0400
Subject: [rt-users] Global scrip modification - action failing
In-Reply-To: <2F0B97FC-74D9-416E-BBEF-12BDBA6AA120@bottlenose-wine.com>
References: <2F0B97FC-74D9-416E-BBEF-12BDBA6AA120@bottlenose-wine.com>
Message-ID: <7314881427FC8A4081673E8CEEA79249044E3C12@EXMIAMI01.compupay.com>

When you say you tested with some owned by you and some owned by
others...if you comment on a ticket owned by yourself, you won't get an
e-mail.  If you comment on a ticket where you are the requestor, you
won't get an e-mail.  

 

If you DO want this then you have to change your site config file to
include:

 

Set($NotifyActor, 1);

 

If the above does not apply to you (you weren't the owner or requestor
of the ticket when you commented on it), then its time to check those
logs ;-)

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Sarah
Pomerantz
Sent: Thursday, May 31, 2007 1:29 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Global scrip modification - action failing

 

Hello,

 

We want to configure the RT notification system so that any comments on
a ticket are emailed to the owner of the ticket. 

 

To do this, we modified the default scrip #8 (On Comment Notify Admin
CCs as Comment with template Admin Comment). Now the settings for this
scrip are:

 

Description: Owner Comment Notification

Condition: On Comment

Action: Notify Owner

Template: Global template: Admin Comment

Stage: Transaction Create

 

However, I have commented on existing and new tickets (some owned by me,
some owned by others) and no notification was generated. 

 

I have granted all rights to the role "Owner" Globally. I have also made
sure that the UserId of the Owner is Privileged.

 

Furthermore, when I use the RT interface to Comment on a ticket, I do
not see the appropriate "This message will be sent to... On Comment
Notify Owner with template Admin Comment" notification setting. The only
scrip listed under "This message will be sent to..." is the default
scrip #9, "On Comment Notify Other Recipients as Comment with template
Correspondence".

 

We are using RT 3.6.3. I am a relatively new RT user so please advise if
I have overlooked a resource in trying to troubleshoot this issue. I
have already looked through the O'Reilly RT Essentials book, as well as
the RT Wiki and the rt-user mailing list archive.

 

Thank you,

Sarah Pomerantz 

sarah at bottlenose-wine.com

 





 



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From aarbitman at CloudShield.com  Fri Jun  1 17:44:28 2007
From: aarbitman at CloudShield.com (Aleksandr Arbitman)
Date: Fri, 1 Jun 2007 14:44:28 -0700
Subject: [rt-users] e-mail sent to RT are not recorded in the tickets
Message-ID: <1180733955.6487.78.camel@cs-alexsuse-dt.cloudshield.com>

I need help.
When user sends an e-mail to RT with the subject line
[my-domain.com #100] for example, that e-mail is not added to ticket
#100 by RT automatically.
What's the problem ????
Thank you in advance. 
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From KFCrocker at lbl.gov  Fri Jun  1 19:21:25 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 01 Jun 2007 16:21:25 -0700
Subject: [rt-users] Approvals made, change status of orignal ticket
In-Reply-To: <20070601155157.694f8cec@localhost.localdomain>
References: <20070601155157.694f8cec@localhost.localdomain>
Message-ID: <4660A9F5.7040204@lbl.gov>

Kevin,


	I have a situation similar to what you have but resolved it 
differently. I don't like the way RT changes the ticket numbers for 
their approval queue, so I added two new status values "pending rq" and 
"rq approvd"  for pending request and request approved respectively. I 
then created a new custom field called "Approval-Status" and created a 
new group "Approval-Group". Only members of the "Approval-Group" can 
modify the CF "Approval-Status". When a ticket comes in, it is in "new" 
status. When the Approval-group modifies the CF to "Request Pending", a 
couple scrips are triggered; 1 to modify the ticket status to "pending 
rq" and the other to send a notification to the requestor. When the 
approval group modifies the CF to "Request Approved", another couple 
scrips are triggered the modify the ticket status to "rq approvd" and 
send out a notification. I actually have a couple others values/scrips 
for QA testing, rejected, etc. This way, the ticket status is 
automatically modified by a control group that reviews and approves of 
tickets thru the use of a CF. The big benefit is that the ticket history 
is all there on one ticket so audit doesn't have a fit. I'm not sure if 
this helps you as you may already be totally committed to the 
"Approval-Queue" design, but if not, try my way.

Kenn
LBNL

Kevin Squire wrote:
> Now I have a follow-up issue.  Apparently my OpenDendentsOnResolve is 
> not working like I wanted.
> 
> As a recap:
> I have two queues "TimeOff" and TimeOff-Approval"
> (TimeOff-Approval is "disabled" like the ___Approval queue.  Not sure if
> that is a real problem or not, does not seem to be).  A staff member 
> opens a ticket in "TimeOff" and that creates the two tickets in 
> "TimeOff-Approval" that the Supervisor and HR need to sign off on first.
> 
> Thanks to Gene, The Ticket created in "TimeOff" gets a status "pending"
> (I added a new status to my RT_SiteConfig.pm)
> --------------------
> 
> Now once the two "TimeOff-Approval" tickets are resolved, I want the
> "TimeOff" ticket's status to be changed to "open". As of right now, the "TimeOff" ticket remains "pending" even after approvals are approved.
> 
> I copy/pasted the "When a ticket has been approved by all approvers, add
> correspondence to the original ticket" from the ___Approval queue.
> 
> I image this is where I can add the code needed to change the ticket
> from "pending" to "open" but I don't know how. 
> 
> ---------------------
> FROM THE "When a ticket has been approved by all approvers, add
> correspondence to the original ticket"
> 
> 
> CONDITION: On Resolve
> ACTION: User Defined
> TEMPLATE: All Approvals Passed
> STAGE: TransactionCreate
> CUSTOM CONDTION: blank
> CUSTOM ACTION PREPARATION CODE:
> # ------------------------------------------------------------------- #
> # Find all the tickets that depend on this (that this is approving)
> 
> my $Ticket = $self->TicketObj;
> my @TOP    = $Ticket->AllDependedOnBy( Type => 'ticket' );
> my $links  = $Ticket->DependedOnBy;
> my $passed = 0;
> 
> while (my $link = $links->Next) {
>     my $obj = $link->BaseObj;
>     next if ($obj->HasUnresolvedDependencies( Type => 'approval' ));
> 
>     if ($obj->Type eq 'ticket') {
> 	$obj->Comment(
> 	    Content	=> $self->loc("Your request has been approved."),
> 	);
> 	$T::Approval  = $Ticket;    # so we can access it inside templates
> 	$self->{TicketObj} = $obj;  # we want the original id in the token line
> 	$passed = 1;
>     }
>     elsif ($obj->Type eq 'approval') {
> 	$obj->SetStatus( Status => 'open', Force => 1 );
>     }
>     elsif ($RT::UseCodeTickets and $obj->Type eq 'code') {
> 	my $code = $obj->Transactions->First->Content;
> 	my $rv;
> 
> 	foreach my $TOP (@TOP) {
> 	    local $@;
> 	    $rv++ if eval $code;
> 	    $RT::Logger->error("Cannot eval code: $@") if $@;
> 	}
> 
> 	if ($rv or !@TOP) {
> 	    $obj->SetStatus( Status	=> 'resolved', Force	=> 1,);
> 	}
> 	else {
> 	    $obj->SetStatus( Status	=> 'rejected', Force	=> 1,);
> 	}
>     }
> }
> 
> # Now magically turn myself into a Requestor Notify object...
> require RT::Action::Notify; bless($self, 'RT::Action::Notify');
> $self->{Argument} = 'Requestor'; $self->Prepare;
> 
> return 0; # ignore $passed;
> # ------------------------------------------------------------------- #
> 
> CUSTOM ACTION CLEANUP CODE: blank
> 
> 


From gentgeen at linuxmail.org  Sat Jun  2 17:11:24 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Sat, 2 Jun 2007 17:11:24 -0400
Subject: [rt-users] CustomField in Templates OWNER field
Message-ID: <20070602171124.3b307165@localhost.localdomain>


I am still working on my TimeOff approval queue stuff (see some earlier
posts if you are that interested) and I have hit another snag.

Staff logs in to RT, using SelfService screen to submit request.  There
are 5 custom fields that they have to complete, one of which is the
Supervisor's name.  I have used the "select one" CF so that I know the
Supervisor they pick is the same as the supervisors login name for RT.

Now I need to get that value into the "OWNER" section of the template.

I have this:

 
  ===Create-Ticket: super-approval
  Subject:    Approval of { $Tickets{'TOP'}->Subject() }
  Depended-On-By:  TOP
  Queue:      TimeOff-Approval
  Type:       approval
  Owner:      {$Tickets{'TOP'}->FirstCustomFieldValue('Supervisor');}
  Content:    
  ENDOFCONTENT

which results in an Owner of "nobody" but if I but the same bit of code
in the "CONTENT" section, it does return the supervisor's username.  

So what do I have to do different to get that name into the "OWNER"
category?



-- 
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 atossava at cc.helsinki.fi  Sun Jun  3 15:14:18 2007
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Sun, 3 Jun 2007 22:14:18 +0300 (EEST)
Subject: [rt-users] RT 4
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAOEMHADAB.Robert.Grasso@cedrat.com>
Message-ID: <200706031914.l53JEIwV002833@ruuvi.it.helsinki.fi>

> my users would deeply appreciate being able to temporarily SAVE a draft
> ticket, just to protect against a power shortage, sudden interruptions,
> and such;

Writing ticket responses in the web interface sucks.  Just use email
instead so you get the facilities of whatever email client you're using.

-- 
Atro Tossavainen (Mr.)               / The Institute of Biotechnology at
Systems Analyst, Techno-Amish &     / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur     / employs me, but my opinions are my own.
< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS


From mauro.cafiero at pirelli.com  Mon Jun  4 04:38:25 2007
From: mauro.cafiero at pirelli.com (Cafiero Mauro, IT)
Date: Mon, 4 Jun 2007 10:38:25 +0200
Subject: [rt-users] rt 3.4.5 change user prefs
Message-ID: <AB0F66CC57B4E342ADFDC66D41A9CB50026FBBF8@xch055it.emea.group.pirelli.com>

Hi all,
 when i try to change user preference, such as phone number or others,  on my rt account in "Preferences/About be" menu page, rt answer me with the message "operation not permitted".
On my installation, modify user prefenrence is possible by root user only.
 
Can someone help me?
 
tanks.
mauro 




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From Robert.Grasso at cedrat.com  Mon Jun  4 08:58:41 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Mon, 4 Jun 2007 14:58:41 +0200
Subject: [rt-users] RT 4
In-Reply-To: <200706031914.l53JEIwV002833@ruuvi.it.helsinki.fi>
Message-ID: <NGBBLJJLDKGDEEDPHOBAEEELAEAB.Robert.Grasso@cedrat.com>

>
> > my users would deeply appreciate being able to temporarily SAVE a draft
> > ticket, just to protect against a power shortage, sudden interruptions,
> > and such;
>
> Writing ticket responses in the web interface sucks.  Just use email
> instead so you get the facilities of whatever email client you're using.
>

well, whether it sucks or not, when you give your staff access to some software, they begin using it, that's all - then when you
detect weaknesses in the soft, as an emergency solution you can setup some workaround, but at the same time you ask for
improvements - this is exactly what I am doing. Don't forget that normal staffers, not being members of the IT staff, are just
normal people who don't enjoy dealing with workarounds - why should they ? Rather, WE (IT people, software developers) have to
supply correctly functioning software. This is why I am asking for improvements. Not for me : I can bear workarounds - I am using
workarounds all day long; but I am asking improvements for my support staff : they do need them.

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com
---
Support service       : mailto:support at cedrat.com
Commercial service : mailto:cedrat at cedrat.com
Web site                  : http://www.cedrat.com





From HelmuthRamirez at compupay.com  Mon Jun  4 09:56:51 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Mon, 4 Jun 2007 09:56:51 -0400
Subject: [rt-users] e-mail sent to RT are not recorded in the tickets
In-Reply-To: <1180733955.6487.78.camel@cs-alexsuse-dt.cloudshield.com>
References: <1180733955.6487.78.camel@cs-alexsuse-dt.cloudshield.com>
Message-ID: <7314881427FC8A4081673E8CEEA79249044E3C1B@EXMIAMI01.compupay.com>

Do they have rights to perform this action?

 

If the original ticket isn't updated, does the e-mail message they send
in create a new ticket?

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aleksandr
Arbitman
Sent: Friday, June 01, 2007 5:44 PM
To: RT Users
Subject: [rt-users] e-mail sent to RT are not recorded in the tickets

 

I need help.
When user sends an e-mail to RT with the subject line
[my-domain.com #100] for example, that e-mail is not added to ticket
#100 by RT automatically.
What's the problem ????
Thank you in advance.



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From kamber.dalal at verizonbusiness.com  Mon Jun  4 09:56:03 2007
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber))
Date: Mon, 04 Jun 2007 13:56:03 +0000
Subject: [rt-users] Prevent Status from changing upon inbound message
Message-ID: <B9C3DB5A5ABC7442A67E728E52EFF68F6BA6C7@ASHEVS007.mcilink.com>

I am running RT 3.6.3.
 
I would like to maintain the status of the ticket when an email is
received into the ticket.
 
I have modified the ./lib/RT/Action/AutoOpen.pm
 
my $status = $self->TicketObj->Status;
    return undef if $status eq 'open';
    return undef if $status eq 'new' &&
$self->TransactionObj->IsInbound;
 

    # the following lines were added
    return undef if $status eq 'stalled' &&
$self->TransactionObj->IsInbound;
    return undef if $status eq 'resolved' &&
$self->TransactionObj->IsInbound;
    return undef if $status eq 'rejected' &&
$self->TransactionObj->IsInbound;
    return undef if $status eq 'deleted' &&
$self->TransactionObj->IsInbound;
 
the webservice was re-started.
 
On a test RT system this works, and does not change the ticket status.
Applying the same on the production, fails.  It does change the ticket
status from any one of:
stalled, resolved and rejected status
back to open status.
 
What else should I be looking at to make this work.
 
Kamber
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From gleduc at mail.sdsu.edu  Mon Jun  4 12:22:06 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 04 Jun 2007 09:22:06 -0700
Subject: [rt-users] CustomField in Templates OWNER field
In-Reply-To: <20070602171124.3b307165@localhost.localdomain>
References: <20070602171124.3b307165@localhost.localdomain>
Message-ID: <6.2.1.2.2.20070604090954.023ae8a0@mail.sdsu.edu>

Try something like this:

Type:  approval
{ my $owner = $Tickets{'TOP'}->FirstCustomfieldValue('Supervisor');
$OUT = "Owner:  $owner
Content:  blah blah $owner blah blah
more blah
";}
ENDOFCONTENT

Regards,
Gene

At 02:11 PM 6/2/2007, Kevin Squire wrote:

>I am still working on my TimeOff approval queue stuff (see some earlier
>posts if you are that interested) and I have hit another snag.
>
>Staff logs in to RT, using SelfService screen to submit request.  There
>are 5 custom fields that they have to complete, one of which is the
>Supervisor's name.  I have used the "select one" CF so that I know the
>Supervisor they pick is the same as the supervisors login name for RT.
>
>Now I need to get that value into the "OWNER" section of the template.
>
>I have this:
>
>
>   ===Create-Ticket: super-approval
>   Subject:    Approval of { $Tickets{'TOP'}->Subject() }
>   Depended-On-By:  TOP
>   Queue:      TimeOff-Approval
>   Type:       approval
>   Owner:      {$Tickets{'TOP'}->FirstCustomFieldValue('Supervisor');}
>   Content:
>   ENDOFCONTENT
>
>which results in an Owner of "nobody" but if I but the same bit of code
>in the "CONTENT" section, it does return the supervisor's username.
>
>So what do I have to do different to get that name into the "OWNER"
>category?
>
>
>
>--
>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
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: 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 rfh at pipex.net  Mon Jun  4 12:32:39 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Mon, 04 Jun 2007 17:32:39 +0100
Subject: [rt-users] http://www.bestpractical.com/rt
Message-ID: <46643EA7.7090108@pipex.net>

Hi there;
the problem maybe at my end, but in case is 
http://www.bestpractical.com/rt down??

Regards;
Roy


From ESchultz at corp.untd.com  Mon Jun  4 12:35:07 2007
From: ESchultz at corp.untd.com (Schultz, Eric)
Date: Mon, 4 Jun 2007 09:35:07 -0700
Subject: [rt-users] http://www.bestpractical.com/rt
In-Reply-To: <46643EA7.7090108@pipex.net>
References: <46643EA7.7090108@pipex.net>
Message-ID: <CC4B7A3A6A28B94DB0B818D920886AA7A5A2AB@LAXEVS01.lax.corp.int.untd.com>

 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Roy El-Hames
> Sent: Monday, June 04, 2007 9:33 AM
> To: RT Users
> Subject: [rt-users] http://www.bestpractical.com/rt
> 
> Hi there;
> the problem maybe at my end, but in case is 
> http://www.bestpractical.com/rt down??
> 
> Regards;
> Roy

I can't reach it, either.


From JB at zeugmasystems.com  Mon Jun  4 14:00:17 2007
From: JB at zeugmasystems.com (J Bell)
Date: Mon, 4 Jun 2007 11:00:17 -0700
Subject: [rt-users] Setting up LDAP--not seeing overlay debug info
Message-ID: <66910A579C9312469A7DF9ADB54A8B7D8C4ECA@exchange.ZeugmaSystems.local>

Hi folks,
 
I am trying to set up LDAP authentication from an Active Directory
server, using the setup from here:
http://wiki.bestpractical.com/index.cgi?LDAP. It installs OK, but it
never seems to go into the User_Local.pm library, from what I can tell.
The docs seem slightly out of synch with the actual code in terms of how
the DEBUG flag is used. I have that turned on (as far as I can tell) but
there is no info. in the logs that matches with the DEBUG output lines
in the code. How do I actually turn on debugging with RT3 and this code?
 
--JB
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From jboris at adphila.org  Mon Jun  4 14:52:21 2007
From: jboris at adphila.org (John  BORIS)
Date: Mon, 04 Jun 2007 14:52:21 -0400
Subject: [rt-users] FastCGI Error * incomplete header
Message-ID: <s664272c.016@gw1.adphila.org>

The other day my RT setup decided to stop working. My users were
complaining about Server Internal 500 errors. I looked through the logs
(rt_error, rt_access and my Apache logs) and saw a bunch of errors from
FastCGI. I searched through the mail list archive and found a lot of
messages just like mine which showed these errors:


[Mon Jun 04 11:30:14 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
"/opt/rt3/bin/mason_handler.fcgi"
[Mon Jun 04 14:26:42 2007] [error] [client 172.31.6.95] FastCGI: comm
with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (305
sec)
[Mon Jun 04 14:26:43 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
"/opt/rt3/bin/mason_handler.fcgi"
~


I set the idletimeout to 305 based on a reply from someone in the mail
archive. I also increased the processes to 15.   But none of this has
worked yet. I can't even get the login page to come up. When this fiasco
started I could at least get the login page up.  like I said this
started the other day and after I stopped the web server a few times
things went back to normal until this morning when a user tried to
login.

I am running Fedora Core 4 and mysql 4.11 with RT 3.4.5.


Anyone have a pointer on where to check things out?

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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


From torsten.brumm at Kuehne-Nagel.com  Mon Jun  4 14:56:21 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 4 Jun 2007 20:56:21 +0200
Subject: AW: [rt-users] FastCGI Error * incomplete header
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB0394485523@w3hamboex11.ger.win.int.kn>

Sound like the monday morning bug, jesse told me many months ago. 

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Mon Jun 04 20:52:21 2007
Subject: [rt-users] FastCGI Error * incomplete header

The other day my RT setup decided to stop working. My users were
complaining about Server Internal 500 errors. I looked through the logs
(rt_error, rt_access and my Apache logs) and saw a bunch of errors from
FastCGI. I searched through the mail list archive and found a lot of
messages just like mine which showed these errors:


[Mon Jun 04 11:30:14 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
"/opt/rt3/bin/mason_handler.fcgi"
[Mon Jun 04 14:26:42 2007] [error] [client 172.31.6.95] FastCGI: comm
with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (305
sec)
[Mon Jun 04 14:26:43 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
"/opt/rt3/bin/mason_handler.fcgi"
~


I set the idletimeout to 305 based on a reply from someone in the mail
archive. I also increased the processes to 15.   But none of this has
worked yet. I can't even get the login page to come up. When this fiasco
started I could at least get the login page up.  like I said this
started the other day and after I stopped the web server a few times
things went back to normal until this morning when a user tried to
login.

I am running Fedora Core 4 and mysql 4.11 with RT 3.4.5.


Anyone have a pointer on where to check things out?

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From atossava at cc.helsinki.fi  Tue Jun  5 03:35:21 2007
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Tue, 5 Jun 2007 10:35:21 +0300 (EEST)
Subject: [rt-users] RT 4
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAEEELAEAB.Robert.Grasso@cedrat.com>
Message-ID: <200706050735.l557ZLqD016708@ruuvi.it.helsinki.fi>

[Thanks for not cc'ing me explicitly, one copy via the list will do just fine.]

> well, whether it sucks or not, when you give your staff access to some
> software, they begin using it, that's all - then when you detect weaknesses
> in the soft,

As far as I can see, the weakness, as you call it, is not intrinsic
to RT, but should be addressed at the Web browser level, and as Toby
Darling already pointed out, there is an extension to Firefox that
solves the problem in a much more global manner.

I don't know about you and/or your users, but I practically never use
the RT web interface to answer tickets - I use email nearly 100% of
the time, precisely because I have much better tools available for
writing email (including, but not limited to, support for temporary
saves and therefore crash resistance).  Attempting to address this
issue in RT is, in my opinion, simply not the right place to do it.

(Of course I should mention that our RT is configured so that every-
body in the IT support team get copies of new tickets and all ticket
correspondence in their email already.  I do realize doing this would
be impractical or even impossible with a wider support personnel base
and/or significantly larger amounts of ticket traffic.)

-- 
Atro Tossavainen (Mr.)               / The Institute of Biotechnology at
Systems Analyst, Techno-Amish &     / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur     / employs me, but my opinions are my own.
< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS


From sashag at austbrokers.com.au  Tue Jun  5 05:35:50 2007
From: sashag at austbrokers.com.au (Sasha Gerrand)
Date: Tue, 5 Jun 2007 19:35:50 +1000
Subject: [rt-users] text editing in internet browsers (WAS: RT 4)
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAGEMMADAB.Robert.Grasso@cedrat.com>
References: <466025F2.8090903@ccdc.cam.ac.uk>
	<NGBBLJJLDKGDEEDPHOBAGEMMADAB.Robert.Grasso@cedrat.com>
Message-ID: <11C1048FB499954D9C888EF15148AF0CB27CCA@austbdc.austbrok.local>

Comparing a internet browser to a word processor makes no sense. Perhaps
your users should be composing their replies in a text editor if they
are losing their form posting content so often. 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert
Grasso
Sent: Saturday, 2 June 2007 1:09 AM
To: Toby Darling; RT Users
Subject: RE: [rt-users] RT 4

oh, I agree, I am using such an extension myself - but first, not all of
our staffers use Firefox, many of them use MSIE - and I cannot change
this - but anyway, so many office softwares, proprietary or not, use to
supply such a "Save as" function nowadays (OpenOffice does), that you
would expect that it's implemented in the software you are using,
without having to setup some workaround yourself ...

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Toby 
> Darling
> Sent: Friday, June 01, 2007 3:58 PM
> To: RT Users
> Subject: Re: [rt-users] RT 4
>
>
> > my users would deeply appreciate being able to temporarily SAVE a 
> > draft ticket
>
> If they're using firefox, I can recommend the Save Text Area 
> extension, it's got save to, and load from file, as well as autosave.



From Robert.Grasso at cedrat.com  Tue Jun  5 07:42:43 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Tue, 5 Jun 2007 13:42:43 +0200
Subject: [rt-users] RT 4
In-Reply-To: <200706050735.l557ZLqD016708@ruuvi.it.helsinki.fi>
Message-ID: <NGBBLJJLDKGDEEDPHOBAKEHLAEAB.Robert.Grasso@cedrat.com>

>
> I don't know about you and/or your users, but I practically never use
> the RT web interface to answer tickets - I use email nearly 100% of
> the time, precisely because I have much better tools available for
> writing email (including, but not limited to, support for temporary
> saves and therefore crash resistance).  Attempting to address this
> issue in RT is, in my opinion, simply not the right place to do it.
>
>

our support team is not in the IT staff. We use to sell CAD softwares, using finite elements methods, aimed to compute electrical
machines (engines etc). The people in our support staff are skilled physicists. But from an IT point of vue, they are ordinary
non-IT people. They are those kind of people that enjoy Microsoft because "Microsoft makes IT so easy, so seamless". So nowadays
when they are in front of some kind of software (Web software ? desktop software ? there is no difference to them - they are not
interested in our technological debates), they use it expecting that it is easy and seamless and comfortable : shortly said,
Microsoftish software (and don't begin a debate with me on this : I do hate MS - but our people enjoy it : I cannot do anything
against this - and you can't either).

And so, yes, they DO type their answers into RT - and if some of them don't when they are afraid of losing a long email, they are
angry against RT : RT supplies an input field, so well, it must supply the usual comfort functions supplied by MS-Outlook. This
seems obvious to them.

Microsoft has accustomed so many people to consider that IT IS this colorful window with buttons and the mouse, now KDE and Gnome go
this way too (Gnome is hiding every possible technical aspect it can - it's a pain to me and geeks and a joy for non-IT people). I
can hear your arguments about the technical limitation of a browser and such. But usual people can't and don't want to. Usual people
want to use softwares (whatever software) without any kind of hassle - our support staff are these kind of people, and the
workaround that you use and suggest is an unpleasant fix to them, they dislike and reject it even if they use it, and "the comfort
functions should be added, because this is the way IT goes nowadays" (I was reporting here my people's opinion).

Don't forget also that our people mainly use MSIE : thus I cannot consider your argument about extensions, which are only for
Firefox (there are very few extensions for MSIE). Don't forget, too, that an extension can stop being maintained : this is happening
now, some interesting extensions don't seem to be maintained in FF 2.0. Being an IT administrator, I cannot have official and
important softwares used by many people rely on extensions - this is definitely not acceptable.

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com
---
Support service       : mailto:support at cedrat.com
Commercial service : mailto:cedrat at cedrat.com
Web site                  : http://www.cedrat.com





From Robert.Grasso at cedrat.com  Tue Jun  5 09:14:39 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Tue, 5 Jun 2007 15:14:39 +0200
Subject: [rt-users] text editing in internet browsers (WAS: RT 4) (RT
	against normal people ?)
In-Reply-To: <11C1048FB499954D9C888EF15148AF0CB27CCA@austbdc.austbrok.local>
Message-ID: <NGBBLJJLDKGDEEDPHOBAOEHPAEAB.Robert.Grasso@cedrat.com>

> Comparing a internet browser to a word processor makes no sense. Perhaps
> your users should be composing their replies in a text editor if they
> are losing their form posting content so often.
>
sorry as I did not recognize the subject at first - please refer to my previous answer today (using subject : RT 4)

our support staffers don't lose their posts. They are afraid they can lose them, and this is enough for normal people to ask for
some form of protection. Now, if you say : "Comparing a internet browser to a word processor makes no sense" : should we say that we
should not have "normal" people (non-IT people) using RT ?

Now, up to what point are you right ? See Wikipedia technology for writing articles : it's beginning to be feature-rich ? so
enhanced editing seems to be possible even with a browser ? I guess that their "Show preview" is not so far from the feature I am
asking for RT.

Maybe we should have an official position from the RT developers : is RT definitely for geeks ? normal people keep out ? what is the
comunity opinion ?

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com
---
Support service       : mailto:support at cedrat.com
Commercial service : mailto:cedrat at cedrat.com
Web site                  : http://www.cedrat.com





From geek+rt at cmu.edu  Tue Jun  5 08:48:42 2007
From: geek+rt at cmu.edu (Brian Gallew)
Date: Tue, 05 Jun 2007 15:48:42 +0300
Subject: [rt-users] RT 4
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAKEHLAEAB.Robert.Grasso@cedrat.com>
References: <NGBBLJJLDKGDEEDPHOBAKEHLAEAB.Robert.Grasso@cedrat.com>
Message-ID: <46655BAA.4020900@cmu.edu>

Robert Grasso wrote:
> Microsoft has accustomed so many people to consider that IT IS this 
> colorful window with buttons and the mouse, now KDE and Gnome go
> this way too (Gnome is hiding every possible technical aspect it can - it's a pain to me and geeks and a joy for non-IT people). I
> can hear your arguments about the technical limitation of a browser and such. But usual people can't and don't want to. Usual people
> want to use softwares (whatever software) without any kind of hassle - our support staff are these kind of people, and the
> workaround that you use and suggest is an unpleasant fix to them, they dislike and reject it even if they use it, and "the comfort
> functions should be added, because this is the way IT goes nowadays" (I was reporting here my people's opinion).
>   

Ignoring the obvious fact that you responded to an honest question about 
desired features with an honest request for a feature, I fear you are 
faced with an insurmountable problem: RT isn't client-based, and 
therefore has no interesting offline mode.  Outlook works the way it 
does because everything is written to local disk, and is running on the 
local machine.  You may want to look into the Java client that was 
advertised earlier (in spite of its deficiencies).

The email interface may actually be a valuable alternative.  Since you 
refer to Outlook, may I assume you are using Exchange Server?  If that's 
the case, there may be some interesting things you can do with forms and 
so forth (really, I don't know, as I don't use either).  Zimbra has a 
nice model which seems like someone with a gift for Exchange should be 
able to copy somewhat, though it's another web based product, and 
therefore subject to the deficiencies of any web-based products.


From vitalii at ostrovskyi.org.ua  Tue Jun  5 09:21:16 2007
From: vitalii at ostrovskyi.org.ua (Vitalii Ostrovskyi)
Date: Tue, 05 Jun 2007 16:21:16 +0300
Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4)
Message-ID: <4665634C.3020307@ostrovskyi.org.ua>

Hello,

My post concerns an old problem:

 > The below error from un-customised rt with populated database:
 >       error:  RT::Attribute::Name Unimplemented in RT::Attributes.
 > (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81)

Fix for the problem is a patch of Record.pm

-# {{{ sub _Init
-
-sub _Init {
-    my $self = shift;
-    $self->_BuildTableAttributes unless ($_TABLE_ATTR->{ref($self)}) 
and (scalar %{$_TABLE_ATTR->{ref($self)}});
-    $self->CurrentUser(@_);
-}
-
-# }}}
+# {{{ sub _Init
+
+sub _Init {
+    my $self = shift;
+    $self->_BuildTableAttributes unless ($_TABLE_ATTR->{ref($self)}) 
and (scalar %{$_TABLE_ATTR->{ref($self)}});
+    $self->CurrentUser(@_);
+}
+
+# }}}

Here I've added check whether $_TABLE_ATTR->{ref($self) is not an empty 
hash. In some situations it can be defined as a hash but might be an 
empty hash and thus _BuildTableAttributes wouldn't be called.

-- 
Sincerely,
Vitalii Ostrovskyi



From vitalii at ostrovskyi.org.ua  Tue Jun  5 09:14:26 2007
From: vitalii at ostrovskyi.org.ua (Vitalii Ostrovskyi)
Date: Tue, 05 Jun 2007 16:14:26 +0300
Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4)
Message-ID: <466561B2.2020108@ostrovskyi.org.ua>

Hello,

My post concerns an old problem:

 > The below error from un-customised rt with populated database:
 >       error:  RT::Attribute::Name Unimplemented in RT::Attributes.
 > (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81)

Fix for the problem is a patch of Record.pm

-# {{{ sub _Init
-
-sub _Init {
-    my $self = shift;
-    $self->_BuildTableAttributes unless ($_TABLE_ATTR->{ref($self)}) 
and (scalar %{$_TABLE_ATTR->{ref($self)}});
-    $self->CurrentUser(@_);
-}
-
-# }}}
+# {{{ sub _Init
+
+sub _Init {
+    my $self = shift;
+    $self->_BuildTableAttributes unless ($_TABLE_ATTR->{ref($self)}) 
and (scalar %{$_TABLE_ATTR->{ref($self)}});
+    $self->CurrentUser(@_);
+}
+
+# }}}

Here I've added check whether $_TABLE_ATTR->{ref($self) is not an empty 
hash. In some situations it can be defined as a hash but might be an 
empty hash and thus _BuildTableAttributes wouldn't be called.

-- 
Sincerely,
Vitalii Ostrovskyi


From Robert.Grasso at cedrat.com  Tue Jun  5 09:53:10 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Tue, 5 Jun 2007 15:53:10 +0200
Subject: [rt-users] RT 4 (and online text-processing)
In-Reply-To: <46655BAA.4020900@cmu.edu>
Message-ID: <NGBBLJJLDKGDEEDPHOBAOEIBAEAB.Robert.Grasso@cedrat.com>

> Ignoring the obvious fact that you responded to an honest question about
> desired features with an honest request for a feature, I fear you are
> faced with an insurmountable problem: RT isn't client-based, and
> therefore has no interesting offline mode.  Outlook works the way it
> does because everything is written to local disk, and is running on the
> local machine.  You may want to look into the Java client that was
> advertised earlier (in spite of its deficiencies).
>
> The email interface may actually be a valuable alternative.  Since you
> refer to Outlook, may I assume you are using Exchange Server?  If that's
> the case, there may be some interesting things you can do with forms and
> so forth (really, I don't know, as I don't use either).  Zimbra has a
> nice model which seems like someone with a gift for Exchange should be
> able to copy somewhat, though it's another web based product, and
> therefore subject to the deficiencies of any web-based products.

we are using sendmail.

But I am wondering whether the problem is insurmountable : the draft could be saved INTO the database, with appropriate addressing
taking care of the current user and/or the current ticket number, and NOT on the local disk : what about the Wikipedia "Show
Preview" ? the currently edited page is saved ONTO their server, and my temporary page is not confused with somebody's else
temporary page. Thus there is an appropriate addressing.

More : what about Google text processing (formerly Writely) ? here we have all required features, bells and whistles, and everything
is online, not offline ! when I click on File->Save, my document is saved onto their servers, not on my local disk. Hey Jesse : I
DON'T expect that you embed a complete online text-processor into RT !! I am requesting for a simple online "Save draft" ...

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com
---
Support service       : mailto:support at cedrat.com
Commercial service : mailto:cedrat at cedrat.com
Web site                  : http://www.cedrat.com





From ivetter at math.purdue.edu  Tue Jun  5 10:41:35 2007
From: ivetter at math.purdue.edu (Isaac Vetter)
Date: Tue, 05 Jun 2007 10:41:35 -0400
Subject: [rt-users] RT 4 (and online text-processing)
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAOEIBAEAB.Robert.Grasso@cedrat.com>
References: <NGBBLJJLDKGDEEDPHOBAOEIBAEAB.Robert.Grasso@cedrat.com>
Message-ID: <4665761F.9040706@math.purdue.edu>


> More : what about Google text processing (formerly Writely) ? here we have all required features, bells and whistles, and everything
> is online, not offline ! when I click on File->Save, my document is saved onto their servers, not on my local disk. Hey Jesse : I
> DON'T expect that you embed a complete online text-processor into RT !! I am requesting for a simple online "Save draft" ...


Ultimately, this questions boils down to the amount of ajax in the RT 
web interface. There are a number of opensource ajax word editors, one 
being FCKeditor:

http://www.fckeditor.net/

I believe that "more ajax" was one of the more common RT4 wishes.

It probably wouldn't be too difficult to make this an RT extension.

Isaa Vetter
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From mavsol.rt1 at gmail.com  Tue Jun  5 10:51:06 2007
From: mavsol.rt1 at gmail.com (Armaghan Saqib)
Date: Tue, 5 Jun 2007 07:51:06 -0700
Subject: [rt-users] Self-registration on self-service interface.
Message-ID: <9d8340600706050751g2a725232y990692e52ae88f46@mail.gmail.com>

Hi everyone,

I know that any user can send email and get his 'unprivilaged' account
created and password sent by the auto-reply template.

What I want is to allow new users create 'unprivilaged' account
through the self-service web interface.

Has any body done this or any pointer to wiki.

Thanks in advance and regards
Armaghan


From jalspach at shastacoe.org  Tue Jun  5 12:18:53 2007
From: jalspach at shastacoe.org (James Alspach)
Date: Tue, 5 Jun 2007 09:18:53 -0700
Subject: [rt-users] Auto incrementing custom field
Message-ID: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABC1@EXCHANGE08.shastalink.k12.ca.us>

I am looking at setting up the "Workflow" example from the wiki
(http://wiki.bestpractical.com/index.cgi?WorkFlow).  As part of this we
would like to see a station number created.  This station number will
look like ws00000 (for a work station), pr00000 (for printers), etc...
I have a few questions (in order of difficulty I think) about this.

1)       Can RT provide me with a unique, sequential number each time a
"new machine" ticket is opened?

2)       Can this counter be kept separate between each machine type
(assuming I have a custom field or some other way for RT to know what
type of machine we are adding)? 

a.       for instance the first 5 printers would be pr00000 - pr00004
and the first 5 work stations would be ws00000 - ws00004           

3)       Is there a way to override this number and have the count start
from that new point?

a.       E.g. after installing the above work stations, we find 3 old
machines and rename them to match the new convention.  The next time I
open a ticket in RT for a new workstation it should suggest ws00005
which I will override to ws00008.  Following work station tickets will
suggest ws00009, 10, etc...

 

If anyone has any suggestions or problems with the above please let me
know.  If I can pull this off it would be a big coup.  We are actively
looking at switching to RT and this would go along ways to convincing
the powers that be. 

 

The next problem (one I will be happy if I get) will be trying to
install a recent version on Linux. Maybe it is just me but, RT is not
the simplest thing to install.  Actually RT is easy to install it is all
the Perl dependencies, etc... that are giving me fits.



 


Thanks for your help;

 

James

 

 

 

 

James Alspach
Systems Applications Technician

Shasta County Office of Education

1644 Magnolia avenue

Redding, California

96003
jalspach at shastacoe.org <mailto:jalspach at shastacoe.org> 
(530) 225-0293

 

IT Hotline: 225-0279

hotline at shastacoe.org <mailto:hotline at shastacoe.org> 

 

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From jboris at adphila.org  Tue Jun  5 12:27:03 2007
From: jboris at adphila.org (John  BORIS)
Date: Tue, 05 Jun 2007 12:27:03 -0400
Subject: [rt-users] Some more information on RT and FASTcgi problem (was
	Gastcgi incomplete headers)
Message-ID: <s665569f.027@gw1.adphila.org>

I am still looking into the error message in the rt error log:
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI: comm
with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120
sec)
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
"/opt/rt3/bin/mason_handler.fcgi"
[Mon Jun 04 09:46:48 2007] [error] [client 172.31.6.95] FastCGI: comm
with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120
sec)


I found somethng about increasing the timeout for fastcgi and that
didn't help. I then restarted the machine and I was able to connect to
my RT system and get the RT at a Glance page up. I then sent an email to
the system and the error below showed up. I have a script that assigns
owners based on the queue when the ticket arrives through rt-mailgate.
Here is the error.



[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: Number found where
operator expected at (eval 601) line 1, near "Return 1"
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: \t(Do you need to
predeclare Return?)
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Jun  5 16:14:53
2007] [error]: Scrip 29 Prepare failed: syntax error at (eval 601) line
1, near "Return 1"
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: 
(/opt/rt3/lib/RT/Action/UserDefined.pm:65)


I looked at this scrip and it looks fine. The scrip is:

Custom condition: Blank
Custom action preparation code:  Return 1;
Custom action cleanup code: my $MyUser = "thi";
my $QueueName = "Bonner-Prendie::Thin-Client"; 
return 1 unless $self->TicketObj->QueueObj->Name eq $QueueName; 
my $Actor = $self->TransactionObj->Creator; 
return 1 if $Actor == $RT::SystemUser->id; 
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
$RT::Logger->info("Auto assigning ticket #". $self->TicketObj->id ." to
user $MyUser" );
my ($status, $msg) = $self->TicketObj->SetOwner( $MyUser ); 
unless( $status ) {
  $RT::Logger->warning( "Impossible to assign the ticket to $MyUser:
$msg" );
return undef;
}
1;


I copied this scrip from the wiki since I am a bit Perl challenged.   I
did find one of my scrips had a colon ":" instead of a semmicolon ";" in
the Custom action preparation Code block and I changed that but it
didn't help.

I am running Fedora Core 4 and mysql 4.11 with RT 3.4.5.

TIA


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 gentgeen at linuxmail.org  Tue Jun  5 12:47:02 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Tue, 5 Jun 2007 12:47:02 -0400
Subject: [rt-users] Auto incrementing custom field
In-Reply-To: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABC1@EXCHANGE08.shastalink.k12.ca.us>
References: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABC1@EXCHANGE08.shastalink.k12.ca.us>
Message-ID: <20070605124702.35cc0e29@localhost.localdomain>

On Tue, 5 Jun 2007 09:18:53 -0700
"James Alspach" <jalspach at shastacoe.org> wrote:


> 
> The next problem (one I will be happy if I get) will be trying to
> install a recent version on Linux. Maybe it is just me but, RT is not
> the simplest thing to install.  Actually RT is easy to install it is
all
> the Perl dependencies, etc... that are giving me fits.
> 


I will let someone more experienced with RT answer your first part... as
for this part...

I must say that installing from the Debian repository, and just
following the docs provided with the RT .deb file
(/usr/share/doc/request-tracker3.4/ in my case) was really painless. 
the whole dependancy thing was a none issue. (either it came in as part
of the apt-get or the docs told me to do the cpan install)  

REALLY the install of RT was a non-issue.  If anything choosing the
right hardware was the hardest part :-)  (I should correct that, Once I
impressed the powers-that-be to use RT, the hardware choosing was hard. 
During the "proving" stage I just used an older 1.x Ghz desktop system
that was sitting around)

-- 
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 jalspach at shastacoe.org  Tue Jun  5 13:16:12 2007
From: jalspach at shastacoe.org (James Alspach)
Date: Tue, 5 Jun 2007 10:16:12 -0700
Subject: [rt-users] Auto incrementing custom field
Message-ID: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABC2@EXCHANGE08.shastalink.k12.ca.us>

I think part of my problem may be that I was trying to install a 3.6
version (for purely aesthetic reasons...it looks much cleaner which is
what I want especially while in the "impress and convert the
non-believers" mode.)  I was unable to just apt-get this on Sarge
(contrary to what the install doc said) although this could be just due
to how Xen sets up sarge.

Anyway, I will keep looking into this.  I did have a 3.4 install that
worked that I installed 3.6 over top of and it mostly works (it
complains about RT::Ticket::Reminders being unimplemented but that may
be just due to the version). 
If I get the green light to move forward I will start looking into
either a new install or fixing this one...not sure yet.

Anyway, first things first and that is getting the approval to move to
RT.


Thanks;
James



James Alspach
Systems Applications Technician
Shasta County Office of Education


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Kevin Squire
> Sent: Tuesday, June 05, 2007 9:47 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Auto incrementing custom field
> 
> On Tue, 5 Jun 2007 09:18:53 -0700
> "James Alspach" <jalspach at shastacoe.org> wrote:
> 
> 
> >
> > The next problem (one I will be happy if I get) will be trying to
> > install a recent version on Linux. Maybe it is just me but, RT is
not
> > the simplest thing to install.  Actually RT is easy to install it is
> all
> > the Perl dependencies, etc... that are giving me fits.
> >
> 
> 
> I will let someone more experienced with RT answer your first part...
as
> for this part...
> 
> I must say that installing from the Debian repository, and just
> following the docs provided with the RT .deb file
> (/usr/share/doc/request-tracker3.4/ in my case) was really painless.
> the whole dependancy thing was a none issue. (either it came in as
part
> of the apt-get or the docs told me to do the cpan install)
> 
> REALLY the install of RT was a non-issue.  If anything choosing the
> right hardware was the hardest part :-)  (I should correct that, Once
I
> impressed the powers-that-be to use RT, the hardware choosing was
hard.
> During the "proving" stage I just used an older 1.x Ghz desktop system
> that was sitting around)
> 
> --
> 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
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 Jun  5 13:42:41 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 05 Jun 2007 10:42:41 -0700
Subject: [rt-users] text editing in internet browsers (WAS: RT 4) (RT
	against normal people ?)
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAOEHPAEAB.Robert.Grasso@cedrat.com>
References: <NGBBLJJLDKGDEEDPHOBAOEHPAEAB.Robert.Grasso@cedrat.com>
Message-ID: <4665A091.4000504@lbl.gov>

To all on this worn-out subject,

	I've been in this business for almost 40 years and I've heard 
complaints from geeks to freaks to dummies in huge, large, small, 
micro-small, and medium environments (there is no such thing as 
"normal", in ANY context) about their software not doing enough for 
them. No one ever seems to be completely happy with what they have. Wow! 
Big surprise! They have to put up with a little difficulty or 
work-around or inconvenience. Too bad, so sad. Life is tough and we all 
have to put up with inconveniences and things not working the way we 
want them to. All right already. This discussion has taken on the 
proportions of a religious philosophy and is getting boring. RT 
communication on tickets works well enough to get the job done either in 
self-service or web-based. We use both. If someone doesn't want to use 
web-based RT for their E_mail replies or correspondence, then they can 
use MSIE or FIREFOX or WHATEVER they want and just reference the ticket 
number. They can save any draft they want to and send it later. RT will 
accept the E_mail when it gets it and put it in the ticket history, job 
done. RT developers are not going to (I hope not, anyway) spend huge 
amounts of time creating a new type of browser/mail-interface when what 
they have does the job well enough now. Let's move on to FEATURES like 
project planning/management, etc.
	Sorry if my attitude has offended anyone but I read RT-User E_mails 
daily and when half of them are pounding a philosophical discussion into 
the ground (instead of sharing current technical problem-solving 
involving code, permissions, etc.), I grow weary. The question initially 
was for suggestions on technical features, not for a philosophical 
debate ad infinitum. Maybe I've lost some patience in my old age. ;-)

Kenn
LBNL

Robert Grasso wrote:
>> Comparing a internet browser to a word processor makes no sense. Perhaps
>> your users should be composing their replies in a text editor if they
>> are losing their form posting content so often.
>>
> sorry as I did not recognize the subject at first - please refer to my previous answer today (using subject : RT 4)
> 
> our support staffers don't lose their posts. They are afraid they can lose them, and this is enough for normal people to ask for
> some form of protection. Now, if you say : "Comparing a internet browser to a word processor makes no sense" : should we say that we
> should not have "normal" people (non-IT people) using RT ?
> 
> Now, up to what point are you right ? See Wikipedia technology for writing articles : it's beginning to be feature-rich ? so
> enhanced editing seems to be possible even with a browser ? I guess that their "Show preview" is not so far from the feature I am
> asking for RT.
> 
> Maybe we should have an official position from the RT developers : is RT definitely for geeks ? normal people keep out ? what is the
> comunity opinion ?
> 
> ---
> Robert GRASSO
> System Engineer
> 
> CEDRAT
> 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
> Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
> mailto:Robert.Grasso at cedrat.com
> ---
> Support service       : mailto:support at cedrat.com
> Commercial service : mailto:cedrat at cedrat.com
> Web site                  : http://www.cedrat.com
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From theillien at yahoo.com  Tue Jun  5 13:53:32 2007
From: theillien at yahoo.com (Mathew)
Date: Tue, 05 Jun 2007 13:53:32 -0400
Subject: [rt-users] text editing in internet browsers (WAS: RT 4) (RT
	against normal people ?)
In-Reply-To: <4665A091.4000504@lbl.gov>
References: <NGBBLJJLDKGDEEDPHOBAOEHPAEAB.Robert.Grasso@cedrat.com>
	<4665A091.4000504@lbl.gov>
Message-ID: <4665A31C.1070207@yahoo.com>

Kenneth Crocker wrote:
> To all on this worn-out subject,
> 
>     I've been in this business for almost 40 years and I've heard
> complaints from geeks to freaks to dummies in huge, large, small,
> micro-small, and medium environments (there is no such thing as
> "normal", in ANY context) about their software not doing enough for
> them. No one ever seems to be completely happy with what they have. Wow!
> Big surprise! They have to put up with a little difficulty or
> work-around or inconvenience. Too bad, so sad. Life is tough and we all
> have to put up with inconveniences and things not working the way we
> want them to. All right already. This discussion has taken on the
> proportions of a religious philosophy and is getting boring. RT
> communication on tickets works well enough to get the job done either in
> self-service or web-based. We use both. If someone doesn't want to use
> web-based RT for their E_mail replies or correspondence, then they can
> use MSIE or FIREFOX or WHATEVER they want and just reference the ticket
> number. They can save any draft they want to and send it later. RT will
> accept the E_mail when it gets it and put it in the ticket history, job
> done. RT developers are not going to (I hope not, anyway) spend huge
> amounts of time creating a new type of browser/mail-interface when what
> they have does the job well enough now. 

With the exception of a dynamic interface based on AJAX or similar :p

> Let's move on to FEATURES like project planning/management, etc.
>     Sorry if my attitude has offended anyone but I read RT-User E_mails
> daily and when half of them are pounding a philosophical discussion into
> the ground (instead of sharing current technical problem-solving
> involving code, permissions, etc.), I grow weary. The question initially
> was for suggestions on technical features, not for a philosophical
> debate ad infinitum. Maybe I've lost some patience in my old age. ;-)
> 
> Kenn
> LBNL
> 
> Robert Grasso wrote:
>>> Comparing a internet browser to a word processor makes no sense. Perhaps
>>> your users should be composing their replies in a text editor if they
>>> are losing their form posting content so often.
>>>
>> sorry as I did not recognize the subject at first - please refer to my
>> previous answer today (using subject : RT 4)
>>
>> our support staffers don't lose their posts. They are afraid they can
>> lose them, and this is enough for normal people to ask for
>> some form of protection. Now, if you say : "Comparing a internet
>> browser to a word processor makes no sense" : should we say that we
>> should not have "normal" people (non-IT people) using RT ?
>>
>> Now, up to what point are you right ? See Wikipedia technology for
>> writing articles : it's beginning to be feature-rich ? so
>> enhanced editing seems to be possible even with a browser ? I guess
>> that their "Show preview" is not so far from the feature I am
>> asking for RT.
>>
>> Maybe we should have an official position from the RT developers : is
>> RT definitely for geeks ? normal people keep out ? what is the
>> comunity opinion ?
>>
>> ---
>> Robert GRASSO
>> System Engineer
>>
>> CEDRAT
>> 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
>> Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
>> mailto:Robert.Grasso at cedrat.com
>> ---
>> Support service       : mailto:support at cedrat.com
>> Commercial service : mailto:cedrat at cedrat.com
>> Web site                  : http://www.cedrat.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 JStark at sumtotalsystems.com  Tue Jun  5 14:01:02 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Tue, 5 Jun 2007 11:01:02 -0700
Subject: [rt-users] Cron Job
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03857B78@mtn-exch1.sumtotalsystems.com>

Hi everyone....I am a bit of a newbie when it comes to Linux (REHL) and
I am trying to add this RT command as a cron job via crontab.
 
I am logged in as root and when I run this manually:
 
/opt/rt3/bin/rt list -i "Status = 'in-review' AND Resolved < '2 days
ago'" | /opt/rt3/bin/rt edit - set status=resolved
 
it works great.
 
When I add it to crontab it doesn't run and here is result of...
 
crontab -l
01 00 * * *  /opt/rt3/bin/rt list -i "Status = 'in-review' AND Resolved
< '2 days ago'" | /opt/rt3/bin/rt edit - set status=resolved
 
/var/log/cron

Jun  5 10:01:01 dcrt crond[8839]: (root) CMD (/opt/rt3/bin/rt list -i
"Status = 'in-review' AND Resolved < '2 days ago'" | /opt/rt3/bin/rt
edit - set status = 'resolved'^M)

Everything appears correct....though I am not sure what the ^M indicates
at the end of the cron command in the log file.
 
any thoughts?  
 
 
-Stark

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From jboris at adphila.org  Tue Jun  5 14:24:30 2007
From: jboris at adphila.org (John  BORIS)
Date: Tue, 05 Jun 2007 14:24:30 -0400
Subject: [rt-users] Some more information on RT and FASTcgi problem (was
	Gastcgi incomplete headers)
Message-ID: <s6657225.086@gw1.adphila.org>

I resolved this problem.   Operator error. I had the value Return 1;
instead of return 1;  That made a big difference. Now I hope that
resolved my other FastCGI problem.




I am still looking into the error message in the rt error log:
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI: comm
with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120
sec)
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
"/opt/rt3/bin/mason_handler.fcgi"
[Mon Jun 04 09:46:48 2007] [error] [client 172.31.6.95] FastCGI: comm
with server "/opt/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120
sec)


I found somethng about increasing the timeout for fastcgi and that
didn't help. I then restarted the machine and I was able to connect to
my RT system and get the RT at a Glance page up. I then sent an email to
the system and the error below showed up. I have a script that assigns
owners based on the queue when the ticket arrives through rt-mailgate.
Here is the error.



[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: Number found where
operator expected at (eval 601) line 1, near "Return 1"
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: \t(Do you need to
predeclare Return?)
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Jun  5 16:14:53
2007] [error]: Scrip 29 Prepare failed: syntax error at (eval 601) line
1, near "Return 1"
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: 
(/opt/rt3/lib/RT/Action/UserDefined.pm:65)


I looked at this scrip and it looks fine. The scrip is:

Custom condition: Blank
Custom action preparation code:  Return 1;
Custom action cleanup code: my $MyUser = "thi";
my $QueueName = "Bonner-Prendie::Thin-Client"; 
return 1 unless $self->TicketObj->QueueObj->Name eq $QueueName; 
my $Actor = $self->TransactionObj->Creator; 
return 1 if $Actor == $RT::SystemUser->id; 
return 1 unless $self->TicketObj->Owner == $RT::Nobody->id;
$RT::Logger->info("Auto assigning ticket #". $self->TicketObj->id ." to
user $MyUser" );
my ($status, $msg) = $self->TicketObj->SetOwner( $MyUser ); 
unless( $status ) {
  $RT::Logger->warning( "Impossible to assign the ticket to $MyUser:
$msg" );
return undef;
}
1;


I copied this scrip from the wiki since I am a bit Perl challenged.   I
did find one of my scrips had a colon ":" instead of a semmicolon ";" in
the Custom action preparation Code block and I changed that but it
didn't help.

I am running Fedora Core 4 and mysql 4.11 with RT 3.4.5.

TIA


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 rt-lists at ieinternet.com  Tue Jun  5 14:21:09 2007
From: rt-lists at ieinternet.com (Ken O'Driscoll)
Date: Tue, 05 Jun 2007 19:21:09 +0100
Subject: [rt-users] Cron Job
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03857B78@mtn-exch1.sumtotalsystems.com>
References: <1AC37FBEF7856646AC61A9F285BC14CC03857B78@mtn-exch1.sumtotalsystems.com>
Message-ID: <1181067669.3088.62.camel@asimov>

On Tue, 2007-06-05 at 11:01 -0700, Jeff Stark wrote:
> Hi everyone....I am a bit of a newbie when it comes to Linux (REHL)
> and I am trying to add this RT command as a cron job via crontab.
>  
> I am logged in as root and when I run this manually:
>  
> /opt/rt3/bin/rt list -i "Status = 'in-review' AND Resolved < '2 days
> ago'" | /opt/rt3/bin/rt edit - set status=resolved
>  
> it works great.
>  
> When I add it to crontab it doesn't run and here is result of...
>  
> crontab -l
> 01 00 * * *  /opt/rt3/bin/rt list -i "Status = 'in-review' AND
> Resolved < '2 days ago'" | /opt/rt3/bin/rt edit - set status=resolved
>  
> /var/log/cron
> 
> Jun  5 10:01:01 dcrt crond[8839]: (root) CMD (/opt/rt3/bin/rt list -i
> "Status = 'in-review' AND Resolved < '2 days ago'" | /opt/rt3/bin/rt
> edit - set status = 'resolved'^M)
> 
> Everything appears correct....though I am not sure what the ^M
> indicates at the end of the cron command in the log file.

Hi Jeff,

The ^M just means that you copied the command line from a MS Windows
application into your terminal application - it's a Windows return
character.

Do a 'crontab -e' go to the end of the line and delete the any trailing
spaces - that should remove it from your logs and maybe fix your
problem.

IF it doesn't, put the command into a shell script and run that via cron
- maybe cron doesn't have a nice default shell or something.

Ken.



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

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



From sturner at MIT.EDU  Tue Jun  5 14:39:53 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 05 Jun 2007 14:39:53 -0400
Subject: [rt-users] Autohandler invoked twice per request
Message-ID: <6.2.3.4.2.20070605143754.03db1df8@po14.mit.edu>

Hello,

I'm doing some debugging and I noticed that autohandler (in the root 
directory) seems to be called twice for each request. Is that normal, 
and why is it invoked twice?

Thanks,
Steve


Stephen Turner
Senior Programmer/Analyst - Client Support Services
MIT Information Services and Technology (IS&T)




From ruz at bestpractical.com  Tue Jun  5 15:56:19 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 5 Jun 2007 23:56:19 +0400
Subject: [rt-users] Autohandler invoked twice per request
In-Reply-To: <6.2.3.4.2.20070605143754.03db1df8@po14.mit.edu>
References: <6.2.3.4.2.20070605143754.03db1df8@po14.mit.edu>
Message-ID: <589c94400706051256j611aab91xfba6c73ab9488b0e@mail.gmail.com>

check $m->base_comp->path

On 6/5/07, Stephen Turner <sturner at mit.edu> wrote:
> Hello,
>
> I'm doing some debugging and I noticed that autohandler (in the root
> directory) seems to be called twice for each request. Is that normal,
> and why is it invoked twice?
>
> 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
>


-- 
Best regards, Ruslan.


From sturner at MIT.EDU  Tue Jun  5 16:11:45 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 05 Jun 2007 16:11:45 -0400
Subject: [rt-users] Autohandler invoked twice per request
In-Reply-To: <589c94400706051256j611aab91xfba6c73ab9488b0e@mail.gmail.co
 m>
References: <6.2.3.4.2.20070605143754.03db1df8@po14.mit.edu>
	<589c94400706051256j611aab91xfba6c73ab9488b0e@mail.gmail.com>
Message-ID: <6.2.3.4.2.20070605160915.03bd4dd8@po14.mit.edu>

At Tuesday 6/5/2007 03:56 PM, Ruslan Zakirov wrote:
>check $m->base_comp->path

Aha - you may have uncovered my bug! I had a print.css file without 
"inherit => undef" in a flags section, so that was causing the second 
call to autohandler.

Thanks so much,
Steve

>On 6/5/07, Stephen Turner <sturner at mit.edu> wrote:
>>Hello,
>>
>>I'm doing some debugging and I noticed that autohandler (in the root
>>directory) seems to be called twice for each request. Is that normal,
>>and why is it invoked twice?
>>
>>Thanks,
>>Steve



From jose.junior at mds.gov.br  Tue Jun  5 16:37:36 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Tue, 05 Jun 2007 17:37:36 -0300
Subject: [rt-users] "You're almost there" and multiple installs.
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAGEPBACAB.Robert.Grasso@cedrat.com>
References: <NGBBLJJLDKGDEEDPHOBAGEPBACAB.Robert.Grasso@cedrat.com>
Message-ID: <4665C990.6070508@mds.gov.br>

So, I followed the Multiple Installs [1] instructions on the Wiki using 
mod_perl2 and it didn't work. So I went trying configurations and still 
not working. Right now I have:

/opt/rt3 (first rt, it's working in SSL and works ok)
/opt/rt3_one (this one don't work)
/opt/rt3_two (neither do this)

I configured 3 "VirtualHosts" sections in my sites-enabled from apache2 
   and each one includes the line

Include "/opt/rt3/etc/apache2-modperl2.conf"

but each one with the correct path. I edited the .confs too and pointed 
the paths to the right locations. I too edited the RT_SiteConfig files 
to point to the correct web address and roots.

Even doing that, all I got is the "You're almost there" page, even the 
modperl configuration sets the handler to /rt.

Is there anything else on creating multiple instances? The SSL instance 
always work, the other ones that I'm creating in the default :80 hosts 
always give me the "You're almost there", even with the configuration 
being the same as the SSL one.

Please, help? :)

[]s
Jose P. E. Junior

[1] http://wiki.bestpractical.com/index.cgi?MultipleInstances


From gentgeen at linuxmail.org  Tue Jun  5 17:25:33 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Tue, 5 Jun 2007 17:25:33 -0400
Subject: [rt-users] Almost there with Approvals
Message-ID: <20070605172533.29798807@localhost.localdomain>


Today I present the "TimeOff" approval stuff to the HR department. 
Things when well (thank you again RT developers and to the user list). 
The did have one request that I can not seem to figure out (I really 
need to get a perl book or two :-)  )

Currently, my "OnApproval" sprip looks like this (I think it is the same
as the default, but I have made so many changes I am not sure now):


# ----OnApproval scrip------------------------------------------------ #
return(0) unless ($self->TicketObj->Type eq 'approval');

my $note;
my $t = $self->TicketObj->Transactions;
while (my $o = $t->Next) {
    $note .= $o->Content . "\n" if $o->ContentObj
	    and $o->Content !~ /Default Approval/;
}

foreach my $obj ($self->TicketObj->AllDependedOnBy( Type => 'ticket' ))
{
    $obj->Comment(
	Content => $self->loc( "Your request has been approved by [_1]. 
                   Other approvals may still be pending.", # loc
	    $self->TransactionObj->CreatorObj->Name,
	) . "\n" . $self->loc( "Approver's notes: ", # loc
	    $note
	),
    );
    # so we can access it inside templates
    $T::Approval = $self->TicketObj;
    # we want the original id in the token line 
    $self->{TicketObj} = $obj;  
}

# Now magically turn myself into a Requestor Notify object...
require RT::Action::Notify; bless($self, 'RT::Action::Notify');
$self->{Argument} = 'Requestor'; $self->Prepare;

return 1;
#-------------------------------------------------------------------#


The resulting comment in the original ticket shows up like:

#-------------------------------------------------------------------#
Tue Jun 05 11:58:16 2007  RT_System - Comments added     [Reply]
[Comment] 

Your request has been approved by scizmarik. Other approvals may still
be pending.
Approver's notes: 


Tue Jun 05 11:53:09 2007: Request 2131 was acted upon.
Transaction: Ticket created by RT_System
Queue: TimeOff-Approval
Subject: Approval of Mike is a Dork
Owner: Nobody
Requestors: 
Status: new
Ticket <URL:
http://gentgeen.homelinux.org:5556/rt/Ticket/Display.html?id=2131 >





Woo Hoo...it's approved by HR

<URL: http://gentgeen.homelinux.org:5556/rt/Ticket/Display.html?id=2131
>

Woo Hoo...it's approved by HR

#-------------------------------------------------------------------#


The would like to remove everything from "Approver's notes:" down to (at
least) the first "Woo Hoo... it's approved by HR". The Link can go, or
stay either way.  (i.e. really only the last line is needed.)


problem is, I can not figure out what part of the scrip is causing that
to be put in.  Any help would be appreciated (again)

Thanks,
Kevin


-- 
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 sgolby at freshdirect.com  Tue Jun  5 17:33:42 2007
From: sgolby at freshdirect.com (Scott Golby)
Date: Tue, 5 Jun 2007 17:33:42 -0400
Subject: [rt-users] RT 4
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAKEHLAEAB.Robert.Grasso@cedrat.com>
Message-ID: <2D3D2157189440469065F42BBF3F9B3B01989A9B@NYC1MS01.lic.corp.freshdirect.com>


> And so, yes, they DO type their answers into RT - and if some of them
> don't when they are afraid of losing a long email, they are
> angry against RT : RT supplies an input field, so well, it must supply
the
> usual comfort functions supplied by MS-Outlook. This
> seems obvious to them.

I don't think this request is beyond the realm of possibility.   I
investigated something slightly similar at another company I was working
for, but instead for adding a WYSIWYG interface to our internal Wiki.

I came across this editor which would replace the textbox on the webpage
http://www.fckeditor.net/

and it had a plug-in which would allow saving to disk (and to database)
http://www.saulmade.nl/FCKeditor/FCKPlugins.php

If RT had a configuration option to turn on fckeditor instead of the
textbox and you added the save to disk option it sounds like you'd be
most of the way to where you wanted to be.

I'd like to see RT with HTML replies and this FCKEditor and alike look
like a good way to do that.  Anyone had more experience with these types
of add-ons ?

- Scott




From jesse at bestpractical.com  Tue Jun  5 19:54:19 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 5 Jun 2007 19:54:19 -0400
Subject: [rt-users] RT Wiki - now running wifty
Message-ID: <EFE38DE4-2830-45E9-8E5A-0CCEB1CA1B03@bestpractical.com>

I've just finally converted it over from Kwiki to Wifty. I'm sure  
there will be hiccups, but please report them to me personally,  
rather than cluttering the lists.

Best,

Jesse

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From mikko.lipasti at polarcom.fi  Wed Jun  6 01:42:25 2007
From: mikko.lipasti at polarcom.fi (Mikko Lipasti)
Date: Wed, 6 Jun 2007 06:42:25 +0100 (BST)
Subject: [rt-users] RT 4 (and online text-processing)
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAOEIBAEAB.Robert.Grasso@cedrat.com>
Message-ID: <10954925.70751181108545853.JavaMail.root@unx-s-manc3>

> More : what about Google text processing (formerly Writely) ? here we
> have all required features, bells and whistles, and everything
> is online, not offline ! when I click on File->Save, my document is
> saved onto their servers, not on my local disk. Hey Jesse : I
> DON'T expect that you embed a complete online text-processor into RT
> !! I am requesting for a simple online "Save draft" ...

There's something interesting to be found on CPAN. Although it doesn't address the use case you're requesting directly, think of it as a technology demo.

http://search.cpan.org/~jesse/RT-TicketWhiteboard-1.7/

The TicketWhiteboard extension provides a wiki-style text area which you can edit in place, using AJAX (or something). Check it out, if you can, and tell us if that kind of functionality, adapted to your scenario (per-ticket, per-user and perhaps optionally replacing textarea on the correspond page Ticket/Update.html), could address your problem.

Jesse, TicketWhiteboard is a brilliant idea, however the current implementation is a bit rough. This extension is quite definately something I'm going to have a serious look at once more pressing issues (unrelated to RT) are tackled.

--
Mikko Lipasti



From Robert.Grasso at cedrat.com  Wed Jun  6 04:33:22 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Wed, 6 Jun 2007 10:33:22 +0200
Subject: [rt-users] RT 4 (and online text-processing)
In-Reply-To: <10954925.70751181108545853.JavaMail.root@unx-s-manc3>
Message-ID: <NGBBLJJLDKGDEEDPHOBAKEKNAEAB.Robert.Grasso@cedrat.com>

> There's something interesting to be found on CPAN. Although it doesn't address the use case you're requesting directly, 
> think of it as a technology demo.
> 
> http://search.cpan.org/~jesse/RT-TicketWhiteboard-1.7/
> 
thank you for this interesting suggestion - I am going to test it (not immediately) and I will keep you informed.

Kind regards

--
  .-.   Robert GRASSO - CEDRAT S.A.
  /v\   15, Chemin de Malacher - ZIRST - 38246 MEYLAN Cedex - FRANCE 
 // \\  Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
/(   )\ mailto:Robert.Grasso at cedrat.com
 ^^-^^
UNIX was not designed to stop you from doing stupid things, because 
  that would also stop you from doing clever things. -- Doug Gwyn
---
Support service       : mailto:support at cedrat.com 
Commercial service : mailto:cedrat at cedrat.com 
Web site                  : http://www.cedrat.com
 



From cbsilva at student.dei.uc.pt  Wed Jun  6 06:53:27 2007
From: cbsilva at student.dei.uc.pt (Carlos R. S.)
Date: Wed, 6 Jun 2007 11:53:27 +0100
Subject: [rt-users] Change RTname smoothly...
Message-ID: <001201c7a828$f31f6e30$d95e4a90$@dei.uc.pt>

 

Hi,

 

I need to change my rtname, but has the server is in production, I've got to
be pretty sure nothing is going to go wrong.

I found some info about some extra lines to add to the EmailParser.pm:

 

*** ./lib/RT/EmailParser.pm~ 2004-06-15 02:08:15.000000000 +0200 
--- ./lib/RT/EmailParser.pm 2004-08-23 18:58:47.000000000 +0200 
*************** 
*** 332,337 **** 
--- 332,342 ---- 
$RT::Logger->debug("Found a ticket ID. It's $id"); 
return ($id); 
} 
+ elsif ($Subject =~ s/\[OldName \#(\d+)\]//i) { 
+ my $id = $1; 
+ $RT::Logger->debug("Found an old (OldName) ticket ID. It's $id"); 
+ return ($id); 
+ } 
else { 
return (undef); 
}

 

But I have to be pretty sure this will work. and about changing Rtname
itself, should I alter it in RT_SiteConfig.pm, and make initialize-database
or doing this will initialize all the info instead of only the rtname?

 

How should I do it? Any advice from someone who has done it.?

 

 

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From j0ey at j0ey.de  Wed Jun  6 08:08:59 2007
From: j0ey at j0ey.de (joey)
Date: Wed, 06 Jun 2007 14:08:59 +0200
Subject: [rt-users] global: change "Comment" to "Correspond"
Message-ID: <4666A3DB.1050101@j0ey.de>

Hey there,

is it possible to retroactively modify _all_ "Comments" to be
"Correspondences"?!

This surely needs to be done directly in the database.. any hints
("UPDATE .. SET")?! :)

Greets,
joey


From sturner at MIT.EDU  Wed Jun  6 09:28:58 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 06 Jun 2007 09:28:58 -0400
Subject: [rt-users] RT 4  [Draft tickets]
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAOEMHADAB.Robert.Grasso@cedrat.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<NGBBLJJLDKGDEEDPHOBAOEMHADAB.Robert.Grasso@cedrat.com>
Message-ID: <6.2.3.4.2.20070606092212.03dd3ea8@po14.mit.edu>

At Friday 6/1/2007 09:40 AM, Robert Grasso wrote:
>oh well, I am very late with my answer, but I had this thought right 
>now : so I don't know if this request has been submitted
>already :
>
>my users would deeply appreciate being able to temporarily SAVE a 
>draft ticket, just to protect against a power shortage, sudden
>interruptions, and such; I mean : one is writing a long email (this 
>is regularly the case in our scientific business), this takes
>time, and from time to time people would like to click on some 
>"Save" button or link, so that they can be sure they will get their
>mail back whatever can happen.
>
>For the moment some of them use to write their email into 
>MS-Outlook, save it regularly with Ctrl-S, and when they are satisfied
>they copy it into the ticket and send it - but this is not a very 
>satisfying workaround

Hello all,

I'm not sure why this generated so much controversy; it seems like a 
reasonable feature request. We had a similar one from our Help Desk, 
and we came up with this solution/workaround:

We created a "text area" custom field called Scratchpad. The usage is 
that anyone concerned about losing a long reply can type into this 
field, hitting Save as often as they want. When they've finished 
composing the message, they can copy & paste into the ticket's 
message/reply box and send.

The copy/paste might be a pain, but it wouldn't be too hard to add a 
control that would do the copy for you.

Steve




From Robert.Grasso at cedrat.com  Wed Jun  6 10:43:03 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Wed, 6 Jun 2007 16:43:03 +0200
Subject: [rt-users] RT 4  [Draft tickets]
In-Reply-To: <6.2.3.4.2.20070606092212.03dd3ea8@po14.mit.edu>
Message-ID: <NGBBLJJLDKGDEEDPHOBAIELMAEAB.Robert.Grasso@cedrat.com>

Hello Steven,

very nice workaround ! until we get a pure Ajax online editor (!) I am going to test this trick - this might interest some people
here. As I did not test these text areas before, I did not guess there was a "Save" button ! Thanks a lot !

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com
---
Support service       : mailto:support at cedrat.com
Commercial service : mailto:cedrat at cedrat.com
Web site                  : http://www.cedrat.com



> -----Original Message-----
> From: Stephen Turner [mailto:sturner at MIT.EDU]
> Sent: Wednesday, June 06, 2007 3:29 PM
> To: Robert Grasso; Jesse Vincent; RT Users
> Subject: RE: [rt-users] RT 4 [Draft tickets]
>
>
> At Friday 6/1/2007 09:40 AM, Robert Grasso wrote:
> >oh well, I am very late with my answer, but I had this thought right
> >now : so I don't know if this request has been submitted
> >already :
> >
> >my users would deeply appreciate being able to temporarily SAVE a
> >draft ticket, just to protect against a power shortage, sudden
> >interruptions, and such; I mean : one is writing a long email (this
> >is regularly the case in our scientific business), this takes
> >time, and from time to time people would like to click on some
> >"Save" button or link, so that they can be sure they will get their
> >mail back whatever can happen.
> >
> >For the moment some of them use to write their email into
> >MS-Outlook, save it regularly with Ctrl-S, and when they are satisfied
> >they copy it into the ticket and send it - but this is not a very
> >satisfying workaround
>
> Hello all,
>
> I'm not sure why this generated so much controversy; it seems like a
> reasonable feature request. We had a similar one from our Help Desk,
> and we came up with this solution/workaround:
>
> We created a "text area" custom field called Scratchpad. The usage is
> that anyone concerned about losing a long reply can type into this
> field, hitting Save as often as they want. When they've finished
> composing the message, they can copy & paste into the ticket's
> message/reply box and send.
>
> The copy/paste might be a pain, but it wouldn't be too hard to add a
> control that would do the copy for you.
>
> Steve
>



From sturner at MIT.EDU  Wed Jun  6 11:18:05 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 06 Jun 2007 11:18:05 -0400
Subject: [rt-users] RT 4  [Draft tickets]
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAIELMAEAB.Robert.Grasso@cedrat.com>
References: <6.2.3.4.2.20070606092212.03dd3ea8@po14.mit.edu>
	<NGBBLJJLDKGDEEDPHOBAIELMAEAB.Robert.Grasso@cedrat.com>
Message-ID: <6.2.3.4.2.20070606110548.03de9eb0@po14.mit.edu>

At Wednesday 6/6/2007 10:43 AM, Robert Grasso wrote:
>Hello Steven,
>
>very nice workaround ! until we get a pure Ajax online editor (!) I 
>am going to test this trick - this might interest some people
>here. As I did not test these text areas before, I did not guess 
>there was a "Save" button ! Thanks a lot !
>
>---
>Robert GRASSO
>System Engineer

Robert,

I just realized that this workaround also depends on some other 
customizations we've done, so it might not fit so well into a plain 
RT install.

Specifically, we've added ticket custom fields to the Reply/Comment 
screen, so the Scratchpad field would appear alongside the reply 
message box. Also, we've added other ticket update screens that have 
both the custom fields and a reply message box.

So, this method may not be as good a workaround as I thought - sorry!

Steve 



From jesse at bestpractical.com  Wed Jun  6 11:22:58 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 6 Jun 2007 11:22:58 -0400
Subject: [rt-users] Change RTname smoothly...
In-Reply-To: <001201c7a828$f31f6e30$d95e4a90$@dei.uc.pt>
References: <001201c7a828$f31f6e30$d95e4a90$@dei.uc.pt>
Message-ID: <C413E71E-F093-4E1E-93F1-38719541E812@bestpractical.com>

In recent RT, you want to look at the RT subject regex option in the  
config file.

On Jun 6, 2007, at 6:53 AM, Carlos R. S. wrote:

>
>
> Hi,
>
>
>
> I need to change my rtname, but has the server is in production,  
> I?ve got to be pretty sure nothing is going to go wrong.
>
> I found some info about some extra lines to add to the EmailParser.pm:
>
>
>
> *** ./lib/RT/EmailParser.pm~ 2004-06-15 02:08:15.000000000 +0200
> --- ./lib/RT/EmailParser.pm 2004-08-23 18:58:47.000000000 +0200
> ***************
> *** 332,337 ****
> --- 332,342 ----
> $RT::Logger->debug("Found a ticket ID. It's $id");
> return ($id);
> }
> + elsif ($Subject =~ s/\[OldName \#(\d+)\]//i) {
> + my $id = $1;
> + $RT::Logger->debug("Found an old (OldName) ticket ID. It's $id");
> + return ($id);
> + }
> else {
> return (undef);
> }
>
>
>
> But I have to be pretty sure this will work? and about changing  
> Rtname itself, should I alter it in RT_SiteConfig.pm, and make  
> initialize-database or doing this will initialize all the info  
> instead of only the rtname?
>
>
>
> How should I do it? Any advice from someone who has done it??
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From gleduc at mail.sdsu.edu  Wed Jun  6 11:41:12 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 06 Jun 2007 08:41:12 -0700
Subject: [rt-users] global: change "Comment" to "Correspond"
In-Reply-To: <4666A3DB.1050101@j0ey.de>
References: <4666A3DB.1050101@j0ey.de>
Message-ID: <6.2.1.2.2.20070606083134.024148b8@mail.sdsu.edu>

A query like

    UPDATE Transactions SET Type = 'Correspond' WHERE Type = 'Comment'

might do the trick.  As far as I've been able to tell, the only place that 
Comments are distinguished from Correspondence is in the Type field of the 
Transactions table.  But I'd sure be trying this on a non-production 
database first!  If it works, that query will affect every ticket in every 
queue, regardless whether it's been resolved, deleted, or has any other status.

Cross your fingers and good luck,
Gene

At 05:08 AM 6/6/2007, joey wrote:
>is it possible to retroactively modify _all_ "Comments" to be
>"Correspondences"?!
>
>This surely needs to be done directly in the database.. any hints
>("UPDATE .. SET")?! :)
>
>Greets,
>joey


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



From jmoseley at corp.xanadoo.com  Wed Jun  6 11:44:32 2007
From: jmoseley at corp.xanadoo.com (James Moseley)
Date: Wed, 6 Jun 2007 11:44:32 -0400
Subject: [rt-users] Change RTname smoothly...
Message-ID: <OF5BC86798.03C831F9-ON862572F2.0056B1DD-862572F2.0056BBB2@pgtv.com>



The code below will work, yes.  As for changing RT name, yes, you have to
change $rtname in RT_SiteConfig.pm.  You don't need to make any changes to
the database.

However, rather than changing the code in EmailParser.pm, you can
accomplish the same thing by adding the following into RT_SiteConfig.pm:

Set($EmailSubjectTagRegex, qr/(?:<old RT name>|<new RT name>)/i );


James Moseley




                                                                           
             "Carlos R. S."                                                
             <cbsilva at student.                                             
             dei.uc.pt>                                                 To 
             Sent by:                  <rt-users at lists.bestpractical.com>  
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] Change RTname            
                                       smoothly...                         
             06/06/2007 05:53                                              
             AM                                                            
                                                                           
                                                                           
                                                                           
                                                                           





Hi,

I need to change my rtname, but has the server is in production, I?ve got
to be pretty sure nothing is going to go wrong.
I found some info about some extra lines to add to the EmailParser.pm:

*** ./lib/RT/EmailParser.pm~ 2004-06-15 02:08:15.000000000 +0200
--- ./lib/RT/EmailParser.pm 2004-08-23 18:58:47.000000000 +0200
***************
*** 332,337 ****
--- 332,342 ----
$RT::Logger->debug("Found a ticket ID. It's $id");
return ($id);
}
+ elsif ($Subject =~ s/\[OldName \#(\d+)\]//i) {
+ my $id = $1;
+ $RT::Logger->debug("Found an old (OldName) ticket ID. It's $id");
+ return ($id);
+ }
else {
return (undef);
}

But I have to be pretty sure this will work? and about changing Rtname
itself, should I alter it in RT_SiteConfig.pm, and make initialize-database
or doing this will initialize all the info instead of only the rtname?

How should I do it? Any advice from someone who has done it??

 (See attached file: smime.p7s)
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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From cbsilva at student.dei.uc.pt  Wed Jun  6 12:07:25 2007
From: cbsilva at student.dei.uc.pt (Carlos R. S.)
Date: Wed, 6 Jun 2007 17:07:25 +0100
Subject: [rt-users] Change RTname smoothly...
In-Reply-To: <C413E71E-F093-4E1E-93F1-38719541E812@bestpractical.com>
References: <001201c7a828$f31f6e30$d95e4a90$@dei.uc.pt>
	<C413E71E-F093-4E1E-93F1-38719541E812@bestpractical.com>
Message-ID: <009e01c7a854$cc030e20$64092a60$@dei.uc.pt>

Which config file?  RT_SiteConfig.pm??  

BTW, my RT is version 3.6.3

 

 

De: Jesse Vincent [mailto:jesse at bestpractical.com] 
Enviada: quarta-feira, 6 de Junho de 2007 16:23
Para: Carlos R. S.
Cc: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Change RTname smoothly...

 

In recent RT, you want to look at the RT subject regex option in the config
file.

 

On Jun 6, 2007, at 6:53 AM, Carlos R. S. wrote:





 

Hi,

 

I need to change my rtname, but has the server is in production, I've got to
be pretty sure nothing is going to go wrong.

I found some info about some extra lines to add to the EmailParser.pm:

 

*** ./lib/RT/EmailParser.pm~ 2004-06-15 02:08:15.000000000 +0200 
--- ./lib/RT/EmailParser.pm 2004-08-23 18:58:47.000000000 +0200 
*************** 
*** 332,337 **** 
--- 332,342 ---- 
$RT::Logger->debug("Found a ticket ID. It's $id"); 
return ($id); 
} 
+ elsif ($Subject =~ s/\[OldName \#(\d+)\]//i) { 
+ my $id = $1; 
+ $RT::Logger->debug("Found an old (OldName) ticket ID. It's $id"); 
+ return ($id); 
+ } 
else { 
return (undef); 
}

 

But I have to be pretty sure this will work. and about changing Rtname
itself, should I alter it in RT_SiteConfig.pm, and make initialize-database
or doing this will initialize all the info instead of only the rtname?

 

How should I do it? Any advice from someone who has done it.?

 

 

_______________________________________________

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

 

Community help: http://wiki.bestpractical.com

Commercial support: sales at bestpractical.com

 

 

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 

Buy a copy at http://rtbook.bestpractical.com

 

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From cmoughan at bbinslv.com  Wed Jun  6 12:29:08 2007
From: cmoughan at bbinslv.com (Christopher Moughan)
Date: Wed, 6 Jun 2007 12:29:08 -0400
Subject: [rt-users] List in a queue?
Message-ID: <19D938D7DBF96940829914A3039A3DBE07952366@bblvmail.LEHR1.com>

Hi all,

I am looking to add a 'queue in a queue' if you will. I have a queue
called Printers. Is there a way to add a drop down list in the create
ticket screen that would allow the user to select the printer name as
well? I'm not much of a programmer. So something simple would be great.
Forgive my ignorance if there is a way to do it and I can't figure it
out.

 

Thanks for your time.

 

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. 

 

 

 

 

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From gleduc at mail.sdsu.edu  Wed Jun  6 12:56:24 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 06 Jun 2007 09:56:24 -0700
Subject: [rt-users] List in a queue?
In-Reply-To: <19D938D7DBF96940829914A3039A3DBE07952366@bblvmail.LEHR1.co
 m>
References: <19D938D7DBF96940829914A3039A3DBE07952366@bblvmail.LEHR1.com>
Message-ID: <6.2.1.2.2.20070606094544.02457938@mail.sdsu.edu>

Hi Christopher,

What you want is a standard custom field.

1.  Create a new custom field: Configuration | Custom Fields | New custom field
1a.  Give it a name
1b.  Choose "Select one value" for Type
1c.  Click Submit
2.  Add the possible values, clicking Submit after each one, until done
3.  Add the custom field to your queue: Configuration | Queues | 
<your_queue> | Ticket Custom Fields
3a.  Select your new custom field from the list
3b.  Click Submit

You might have to mess with privileges also.  If you want to be able to 
select more than one printer, use "Select multiple values" in step 1b 
instead of "Select one value".

Regards,
Gene

At 09:29 AM 6/6/2007, Christopher Moughan wrote:
>Hi all,
>I am looking to add a 'queue in a queue' if you will. I have a queue 
>called Printers. Is there a way to add a drop down list in the create 
>ticket screen that would allow the user to select the printer name as 
>well? I'm not much of a programmer. So something simple would be great. 
>Forgive my ignorance if there is a way to do it and I can't figure it out.
>
>Thanks for your time.
>
>Christopher Moughan


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From JStark at sumtotalsystems.com  Wed Jun  6 13:17:27 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Wed, 6 Jun 2007 10:17:27 -0700
Subject: [rt-users] UnPriv User - Attachment Custom Fields
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC038FE755@mtn-exch1.sumtotalsystems.com>

Hello,
 
We have some custom fields that are for attachments....when the un-priv
user (in self service) clicks the link, it takes them to the default
self service page.
 
Can anyone tell me what permissions I need to change to allow the user
to get to /Downloads/CustomFieldValue/dhandler?
 
I have looked at Linux file permissions and am not sure where else to
look.  I don't see anything in Apache, I am sure its something silly
that I am just not thinking of.
 
Please advise,
 
-Stark
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From cmoughan at bbinslv.com  Wed Jun  6 13:29:40 2007
From: cmoughan at bbinslv.com (Christopher Moughan)
Date: Wed, 6 Jun 2007 13:29:40 -0400
Subject: [rt-users] List in a queue?
In-Reply-To: <6.2.1.2.2.20070606094544.02457938@mail.sdsu.edu>
Message-ID: <19D938D7DBF96940829914A3039A3DBE079523BF@bblvmail.LEHR1.com>

Worked beautifully! Just had to add 'SeeCustomField' under Configuration
| Global | Group Rights | User Defined Groups

 

 

I think this should make it to the WIKI. Extremely easy and adds a ton
of functionality.

 

Thanks again Gene

 

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: Gene LeDuc [mailto:gleduc at mail.sdsu.edu] 
Sent: Wednesday, June 06, 2007 12:56 PM
To: Christopher Moughan
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] List in a queue?

 

Hi Christopher,

What you want is a standard custom field.

1.  Create a new custom field: Configuration | Custom Fields | New
custom field
1a.  Give it a name
1b.  Choose "Select one value" for Type
1c.  Click Submit
2.  Add the possible values, clicking Submit after each one, until done
3.  Add the custom field to your queue: Configuration | Queues |
<your_queue> | Ticket Custom Fields
3a.  Select your new custom field from the list
3b.  Click Submit

You might have to mess with privileges also.  If you want to be able to
select more than one printer, use "Select multiple values" in step 1b
instead of "Select one value".

Regards,
Gene

At 09:29 AM 6/6/2007, Christopher Moughan wrote:



Hi all,
I am looking to add a 'queue in a queue' if you will. I have a queue
called Printers. Is there a way to add a drop down list in the create
ticket screen that would allow the user to select the printer name as
well? I'm not much of a programmer. So something simple would be great.
Forgive my ignorance if there is a way to do it and I can't figure it
out.
 
Thanks for your time.
 
Christopher Moughan


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

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From richardsolid at gmail.com  Wed Jun  6 13:57:01 2007
From: richardsolid at gmail.com (Richard Solid)
Date: Wed, 6 Jun 2007 13:57:01 -0400
Subject: [rt-users] Not to include original message when reply
Message-ID: <ad68da050706061057x3a976e49h28256a010b22df1b@mail.gmail.com>

How can I prevent RT to not include the original message on the message body
of a reply. For example, a user opens a ticket, then another user replies to
the ticket. When click Reply on the RT interface the original message is
included. How can I have RT to automatically not include the original
message?

Thanks
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From cbsilva at student.dei.uc.pt  Wed Jun  6 14:49:00 2007
From: cbsilva at student.dei.uc.pt (Carlos R. S.)
Date: Wed, 6 Jun 2007 19:49:00 +0100
Subject: [rt-users] Change RTname smoothly...
In-Reply-To: <C413E71E-F093-4E1E-93F1-38719541E812@bestpractical.com>
References: <001201c7a828$f31f6e30$d95e4a90$@dei.uc.pt>
	<C413E71E-F093-4E1E-93F1-38719541E812@bestpractical.com>
Message-ID: <013701c7a86b$5ebf4970$1c3ddc50$@dei.uc.pt>

Thanks! 

It's working! ;)

 

Regards,

CS

 

 

De: Jesse Vincent [mailto:jesse at bestpractical.com] 
Enviada: quarta-feira, 6 de Junho de 2007 16:23
Para: Carlos R. S.
Cc: rt-users at lists.bestpractical.com
Assunto: Re: [rt-users] Change RTname smoothly...

 

In recent RT, you want to look at the RT subject regex option in the config
file.

 

On Jun 6, 2007, at 6:53 AM, Carlos R. S. wrote:





 

Hi,

 

I need to change my rtname, but has the server is in production, I've got to
be pretty sure nothing is going to go wrong.

I found some info about some extra lines to add to the EmailParser.pm:

 

*** ./lib/RT/EmailParser.pm~ 2004-06-15 02:08:15.000000000 +0200 
--- ./lib/RT/EmailParser.pm 2004-08-23 18:58:47.000000000 +0200 
*************** 
*** 332,337 **** 
--- 332,342 ---- 
$RT::Logger->debug("Found a ticket ID. It's $id"); 
return ($id); 
} 
+ elsif ($Subject =~ s/\[OldName \#(\d+)\]//i) { 
+ my $id = $1; 
+ $RT::Logger->debug("Found an old (OldName) ticket ID. It's $id"); 
+ return ($id); 
+ } 
else { 
return (undef); 
}

 

But I have to be pretty sure this will work. and about changing Rtname
itself, should I alter it in RT_SiteConfig.pm, and make initialize-database
or doing this will initialize all the info instead of only the rtname?

 

How should I do it? Any advice from someone who has done it.?

 

 

_______________________________________________

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

 

Community help: http://wiki.bestpractical.com

Commercial support: sales at bestpractical.com

 

 

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 

Buy a copy at http://rtbook.bestpractical.com

 

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From sebsua at gmail.com  Wed Jun  6 15:39:09 2007
From: sebsua at gmail.com (sebsua at gmail.com)
Date: Wed, 06 Jun 2007 16:39:09 -0300
Subject: [rt-users] Tickets Assigned to Groups?
Message-ID: <1181158749.3940.7.camel@dell-sebastian>

Hi,

Is there any trick to allow Tickets to be assigned to groups, not only
to users?

Thx.
Seb.-



From cmoughan at bbinslv.com  Wed Jun  6 15:41:25 2007
From: cmoughan at bbinslv.com (Christopher Moughan)
Date: Wed, 6 Jun 2007 15:41:25 -0400
Subject: [rt-users] Adding custom field to Auto reply template
Message-ID: <19D938D7DBF96940829914A3039A3DBE079524D4@bblvmail.LEHR1.com>

I searched the wiki and I also have the RT book. I wanted to add the
custom field to the auto reply template. 

Earlier Gene posted a very useful response to my question about adding a
sub value in a queue. 

Worked great. now I want the information in the custom field to show up
in the email RT sends out. I want it to list the printer name under the
queue name..

ie.

 

 

Queue: Printers

Type: HPLJ1320 (<-- this is one of my list items)

 

 

How do I go about accomplishing this? 

 

Thanks again for everyone's help.

 

 

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. 

 

 

 

 

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From sgolby at freshdirect.com  Wed Jun  6 15:59:33 2007
From: sgolby at freshdirect.com (Scott Golby)
Date: Wed, 6 Jun 2007 15:59:33 -0400
Subject: [rt-users] Adding custom field to Auto reply template
In-Reply-To: <19D938D7DBF96940829914A3039A3DBE079524D4@bblvmail.LEHR1.com>
Message-ID: <2D3D2157189440469065F42BBF3F9B3B01989BB3@NYC1MS01.lic.corp.freshdirect.com>

 

 

> I searched the wiki and I also have the RT book. I wanted to add the
custom field to the auto reply template. 

> 

> Queue: Printers

> Type: HPLJ1320 (<-- this is one of my list items)

 

If you want only 1 value from the Custom Field all you need to add to
the template is.

 

{$Ticket->FirstCustomFieldValue('Cust_Field_Name')}

 

If you want multiple values, see Page 112 of the book for some code to
loop through.

 

I find this page on the Wiki really good for little bits to add to
Templates.   I wish there was a full mapping out of all the values that
can be used, looking through the .pm files can be a bit fiddly. 

http://wiki.bestpractical.com/view/CodeSnippets

 

- Scott

 

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From cmoughan at bbinslv.com  Wed Jun  6 16:04:03 2007
From: cmoughan at bbinslv.com (Christopher Moughan)
Date: Wed, 6 Jun 2007 16:04:03 -0400
Subject: [rt-users] Adding custom field to Auto reply template
In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B01989BB3@NYC1MS01.lic.corp.freshdirect.com>
Message-ID: <19D938D7DBF96940829914A3039A3DBE07952515@bblvmail.LEHR1.com>

Thanks....Worked great. That page is great. thanks again

 

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: Scott Golby [mailto:sgolby at freshdirect.com] 
Sent: Wednesday, June 06, 2007 4:00 PM
To: Christopher Moughan; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Adding custom field to Auto reply template

 

 

 

> I searched the wiki and I also have the RT book. I wanted to add the
custom field to the auto reply template. 

> 

> Queue: Printers

> Type: HPLJ1320 (<-- this is one of my list items)

 

If you want only 1 value from the Custom Field all you need to add to
the template is.

 

{$Ticket->FirstCustomFieldValue('Cust_Field_Name')}

 

If you want multiple values, see Page 112 of the book for some code to
loop through.

 

I find this page on the Wiki really good for little bits to add to
Templates.   I wish there was a full mapping out of all the values that
can be used, looking through the .pm files can be a bit fiddly. 

http://wiki.bestpractical.com/view/CodeSnippets

 

- Scott

 

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From cauba_no_1 at yahoo.ca  Wed Jun  6 17:07:35 2007
From: cauba_no_1 at yahoo.ca (web master)
Date: Wed, 6 Jun 2007 14:07:35 -0700 (PDT)
Subject: [rt-users] RT installation problem - PLEASE help me
Message-ID: <782648.47212.qm@web63003.mail.re1.yahoo.com>

My system:

CentOS release 4.4 (Final)

Apache/2.2.3 (Unix) mod_ssl/2.2.3 OpenSSL/0.9.7a PHP/5.2.3 mod_perl/2.0.3 Perl/v5.8.5





apache config:



Alias /rt "/opt/rt3/share/html"

PerlModule Apache2::compat

PerlModule Apache::DBI

PerlRequire /opt/rt3/bin/webmux.pl

<Directory /opt/rt3/share/html>

  AllowOverride All

  Options ExecCGI FollowSymLinks

  Order allow,deny

  Allow from all

</Directory>



<Location /rt>

  RewriteEngine On

  RedirectMatch permanent (.*)/$ $1/index.html

  AddDefaultCharset UTF-8

  SetHandler perl-script

  PerlHandler RT::Mason

</Location>







When I try to access RT,  the following error is seen in httpd error log:



[Wed Jun  6 20:36:48 2007] [crit]: The 'comp' parameter (undef) to
HTML::Mason::Request::CGI->new() was an 'undef', which is not one of
the allowed types: scalar object



Stack:

  [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:127]

  [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:63]

  [/opt/rt3.6/bin/webmux.pl:123]

  [-e:0] (/opt/rt3.6/bin/webmux.pl:125)





Please give me a hint on where to look.

Thanks





      Make free worldwide PC-to-PC calls. Try the new Yahoo! Canada Messenger with Voice at http://ca.messenger.yahoo.com/


From jplatter at vortexit.net  Wed Jun  6 18:04:44 2007
From: jplatter at vortexit.net (Jeff Platter)
Date: Wed, 6 Jun 2007 18:04:44 -0400
Subject: [rt-users] RTFM search through body text 2.2.0RC5
Message-ID: <070a01c7a886$b163a4d0$142aee70$@net>

Hi,

 

I've newly installed RT 3.6.3 and RTFM 2.2.0RC5. I created a custom field
for the Article's body. The field name is called body and the type is a
wikitext area. Then I created a new class and added the body field to that
class. I setup the permissions so that I have full access to the class. 

 

I went ahead and created a new article in the class. Then when I go to the
advanced search and try and search for a word that is in the body field it
doesn't return any results. I did some searching on the mailing list archive
and have seen others with a similar problem but no answer yet. 

 

I have tried installing older versions of RTFM to see if they have the same
problems.  I installed ver 2.1.40 and that had the same problem. Then I went
all the way back to the latest final release of RTFM ver 2.0.4.  This one
actually does work. The only issue is that it is soooo old that it doesn't
really fit in well with 3.6.3 and there is a bunch of functionality missing.

 

Please someone help me. 

Thanks,

-Jeff


-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.

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From ruz at bestpractical.com  Wed Jun  6 18:28:00 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 7 Jun 2007 02:28:00 +0400
Subject: [rt-users] Change RTname smoothly...
In-Reply-To: <013701c7a86b$5ebf4970$1c3ddc50$@dei.uc.pt>
References: <001201c7a828$f31f6e30$d95e4a90$@dei.uc.pt>
	<C413E71E-F093-4E1E-93F1-38719541E812@bestpractical.com>
	<013701c7a86b$5ebf4970$1c3ddc50$@dei.uc.pt>
Message-ID: <589c94400706061528j5162a5c2hd2aee25ee0a96c3d@mail.gmail.com>

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

On 6/6/07, Carlos R. S. <cbsilva at student.dei.uc.pt> wrote:
>
>
>
>
> Thanks!
>
> It's working! ;)
>
>
>
> Regards,
>
> CS
>
>
>
>
>
>
>
> De: Jesse Vincent [mailto:jesse at bestpractical.com]
>  Enviada: quarta-feira, 6 de Junho de 2007 16:23
>  Para: Carlos R. S.
>  Cc: rt-users at lists.bestpractical.com
>  Assunto: Re: [rt-users] Change RTname smoothly...
>
>
>
>
> In recent RT, you want to look at the RT subject regex option in the config
> file.
>
>
>
>
>
>
> On Jun 6, 2007, at 6:53 AM, Carlos R. S. wrote:
>
>
>
>
>
>
>
>
> Hi,
>
>
>
> I need to change my rtname, but has the server is in production, I've got to
> be pretty sure nothing is going to go wrong.
>
> I found some info about some extra lines to add to the EmailParser.pm:
>
>
>
> *** ./lib/RT/EmailParser.pm~ 2004-06-15 02:08:15.000000000 +0200
>  --- ./lib/RT/EmailParser.pm 2004-08-23 18:58:47.000000000 +0200
>  ***************
>  *** 332,337 ****
>  --- 332,342 ----
>  $RT::Logger->debug("Found a ticket ID. It's $id");
>  return ($id);
>  }
>  + elsif ($Subject =~ s/\[OldName \#(\d+)\]//i) {
>  + my $id = $1;
>  + $RT::Logger->debug("Found an old (OldName) ticket ID. It's $id");
>  + return ($id);
>  + }
>  else {
>  return (undef);
>  }
>
>
>
> But I have to be pretty sure this will work? and about changing Rtname
> itself, should I alter it in RT_SiteConfig.pm, and make initialize-database
> or doing this will initialize all the info instead of only the rtname?
>
>
>
> How should I do it? Any advice from someone who has done it??
>
>
>
>
>
>
> _______________________________________________
>
>
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>
>
>
>
> Community help: http://wiki.bestpractical.com
>
>
> Commercial support: 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 elacour at easter-eggs.com  Thu Jun  7 03:24:52 2007
From: elacour at easter-eggs.com (Emmanuel Lacour)
Date: Thu, 7 Jun 2007 09:24:52 +0200
Subject: [rt-users] Which rtfm version for rt 3.6.3
Message-ID: <20070607072452.GB2913@easter-eggs.com>

Hi,

I would like to know what is the recommended version of rtfm to use with
rt 3.6.3. Is the stable version compatible, or should I use the
developpement version? Is this last one stable enough?


Thanks for any help :)

-- 
Emmanuel Lacour


From JoopvandeWege at mococo.nl  Thu Jun  7 04:22:58 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Thu, 07 Jun 2007 10:22:58 +0200
Subject: [rt-users] RTFM search through body text 2.2.0RC5
In-Reply-To: <070a01c7a886$b163a4d0$142aee70$@net>
References: <070a01c7a886$b163a4d0$142aee70$@net>
Message-ID: <4667C062.3040700@mococo.nl>

Jeff Platter wrote:
> Hi,
> 
>  
> 
> I?ve newly installed RT 3.6.3 and RTFM 2.2.0RC5. I created a custom 
> field for the Article?s body. The field name is called body and the type 
> is a wikitext area. Then I created a new class and added the body field 
> to that class. I setup the permissions so that I have full access to the 
> class.
> 
>  
> 
> I went ahead and created a new article in the class. Then when I go to 
> the advanced search and try and search for a word that is in the body 
> field it doesn?t return any results. I did some searching on the mailing 
> list archive and have seen others with a similar problem but no answer yet.
> 
Strange since I have a setup like this and this is the query thats 
generated:
/* Formatted on 2007/06/07 10:09 (Formatter Plus v4.8.8) */
SELECT COUNT (DISTINCT main.ID)
   FROM (fm_articles main LEFT JOIN objectcustomfieldvalues 
objectcustomfieldvalues_1
        ON ((objectcustomfieldvalues_1.disabled = '0'))
      AND (objectcustomfieldvalues_1.objectid = main.ID))
  WHERE ((LOWER (main.CLASS) = '1'))
    AND (   (objectcustomfieldvalues_1.content LIKE 'blablabla')
         OR (LOWER (main.NAME) LIKE 'blablabla')
         OR (LOWER (main.summary) LIKE 'blablabla')
        )

One thing to notice about this is that we have a modification which 
doesn't add the % when searching for 'contains' which translates to the 
sql statement LIKE which needs it. Fixing this and running the query by 
hand gives me the expected result of: 0 results ;-)
Entering something which I know is available gives me the expected 
result though.
One thing to be notice is that there are 2 content columns in the 
Objectcustomfieldvalues table namely:
content and largecontent
If it the text does't fit into content it is placed into largecontent 
BUT that column is not included in the search which might explain why 
you don't find what you're looking for.

Greetings,

Joop


> 
> I have tried installing older versions of RTFM to see if they have the 
> same problems.  I installed ver 2.1.40 and that had the same problem. 
> Then I went all the way back to the latest final release of RTFM ver 
> 2.0.4.  This one actually does work. The only issue is that it is soooo 
> old that it doesn?t really fit in well with 3.6.3 and there is a bunch 
> of functionality missing.
> 


From justin.hayes at orbisuk.com  Thu Jun  7 04:51:12 2007
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 7 Jun 2007 09:51:12 +0100
Subject: [rt-users] Global Default Search Display Options? Is this possible?
Message-ID: <6FA9CD92-A356-4389-80C4-759FC85B9751@orbisuk.com>

I'm using 3.6.3. You can set up a global default At A Glance layout  
in the options, which is great.

However I can't find any way to set up a global set of 'Search  
Options' ie the columns returned by searches.

I don't like the 2-line display and also want to change columns shown  
for my users, some of which work in other companies to mine. I don't  
want to have to update the preferences for a user every time I add  
one, and if they alter their own there seems to be no way for them to  
reset back to a default.

Currently I'm inserting a Pref-SearchDisplay row into the Attributes  
table when migrating users from my current system, but once the  
migration is done and we're live I don't want to have to be hacking  
the DB data to reset a user's options.

Any help appreciated.....

Justin

------------------------------------------------------
Justin Hayes
Support Manager
justin.hayes at orbisuk.com



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From justin.hayes at orbisuk.com  Thu Jun  7 05:22:55 2007
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 7 Jun 2007 10:22:55 +0100
Subject: [rt-users] Global Default Search Display Options? Is this
	possible?
In-Reply-To: <6FA9CD92-A356-4389-80C4-759FC85B9751@orbisuk.com>
References: <6FA9CD92-A356-4389-80C4-759FC85B9751@orbisuk.com>
Message-ID: <1F0EE185-268A-4380-B991-3495BDD94747@orbisuk.com>

Hmm I've hacked User_Overlay.pm to create the preference when  
creating a new user. Not sure if there's a better way but it seems to  
work.... Still no default option either.

rt at ceres:~/local/lib/RT$ diff ../../../lib/RT/User_Overlay.pm  
User_Overlay.pm
327a328,339
 >     # need to hack in out custom display columns preferences
 >     # so users get a nice 1-line results display rather than the  
default 2-line
 >     my $attr = RT::Attribute->new ($self->CurrentUser);
 >     my ($attr_id, $attr_msg) = $attr->Create (Name => "Pref- 
SearchDisplay", Content =>  
"BQcDAAAABBcPQVNDfEFTQ3xBU0N8QVNDAAAABU9yZGVyFwJpZAAAAAdPcmRlckJ5FwI1MAA 
AAAtSb3dzUGVyUGFnZRgAAAFqJyAgIDxCPjxBIEhSRUY9Ii9UaWNrZXQvRGlzcGxheS5odG1 
sP2lkPV9faWRfXyI 
+X19pZF9fPC9hPjwvQj4vVElUTEU6IycsDQonX19RdWV1ZU5hbWVfXycsDQonX19TdGF0dXN 
fXycsDQonX19Qcmlvcml0eV9fJywNCic8Qj48QSBIUkVGPSIvVGlja2V0L0Rpc3BsYXkuaHR 
tbD9pZD1fX2lkX18iPl9fU3ViamVjdF9fPC9hPjwvQj4vVElUTEU6U3ViamVjdCcsDQonPHN 
tYWxsPl9fUmVxdWVzdG9yc19fPC9zbWFsbD4nLA0KJzxzbWFsbD5fX0NyZWF0ZWRSZWxhdGl 
2ZV9fPC9zbWFsbD4nLA0KJ19fT3duZXJOYW1lX18nLA0KJzxzbWFsbD5fX0xhc3RVcGRhdGV 
kUmVsYXRpdmVfXzwvc21hbGw 
+JywNCidfX1Jlc29sdmVkUmVsYXRpdmVfXycAAAAGRm9ybWF0", ContentType =>  
"storable", ObjectType => "RT::User", ObjectId => "$id", Object =>  
$self);
 >
 >     unless ($attr_id) {
 >         $RT::Logger->crit("Could not add search display preference  
on user creation. Aborted");
 >         $RT::Logger->crit($attr_msg);
 >         $RT::Handle->Rollback();
 >         return ( 0, $self->loc('Could not create user') );
 >     }
 >

------------------------------------------------------
Justin Hayes
Support Manager
justin.hayes at orbisuk.com



On 7 Jun 2007, at 09:51, Justin Hayes wrote:

> I'm using 3.6.3. You can set up a global default At A Glance layout  
> in the options, which is great.
>
> However I can't find any way to set up a global set of 'Search  
> Options' ie the columns returned by searches.
>
> I don't like the 2-line display and also want to change columns  
> shown for my users, some of which work in other companies to mine.  
> I don't want to have to update the preferences for a user every  
> time I add one, and if they alter their own there seems to be no  
> way for them to reset back to a default.
>
> Currently I'm inserting a Pref-SearchDisplay row into the  
> Attributes table when migrating users from my current system, but  
> once the migration is done and we're live I don't want to have to  
> be hacking the DB data to reset a user's options.
>
> Any help appreciated.....
>
> 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

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From jesse at bestpractical.com  Thu Jun  7 11:11:06 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 7 Jun 2007 11:11:06 -0400
Subject: [rt-users] Which rtfm version for rt 3.6.3
In-Reply-To: <20070607072452.GB2913@easter-eggs.com>
References: <20070607072452.GB2913@easter-eggs.com>
Message-ID: <3524683B-91D3-489B-B7DB-945E72A6ABE4@bestpractical.com>


On Jun 7, 2007, at 3:24 AM, Emmanuel Lacour wrote:

> Hi,
>
> I would like to know what is the recommended version of rtfm to use  
> with
> rt 3.6.3. Is the stable version compatible, or should I use the
> developpement version? Is this last one stable enough?
>

I'd recommend the latest 2.2 RC.

-j

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

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From jplatter at vortexit.net  Thu Jun  7 11:38:25 2007
From: jplatter at vortexit.net (Jeff Platter)
Date: Thu, 7 Jun 2007 11:38:25 -0400
Subject: [FILTER] Re: [rt-users] Which rtfm version for rt 3.6.3
In-Reply-To: <3524683B-91D3-489B-B7DB-945E72A6ABE4@bestpractical.com>
References: <20070607072452.GB2913@easter-eggs.com>
	<3524683B-91D3-489B-B7DB-945E72A6ABE4@bestpractical.com>
Message-ID: <072101c7a919$e4118b20$ac34a160$@net>

I don't know about that. I haven't been able to get the searches working
correctly using the latest 2.2 RC. I would really like it if someone that
has this setup could tell me how they got it working correctly.

-Jeff

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
Sent: Thursday, June 07, 2007 11:11 AM
To: Emmanuel Lacour
Cc: rt-users at lists.bestpractical.com
Subject: [FILTER] Re: [rt-users] Which rtfm version for rt 3.6.3


On Jun 7, 2007, at 3:24 AM, Emmanuel Lacour wrote:

> Hi,
>
> I would like to know what is the recommended version of rtfm to use 
> with rt 3.6.3. Is the stable version compatible, or should I use the 
> developpement version? Is this last one stable enough?
>

I'd recommend the latest 2.2 RC.

-j

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



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From richardsolid at gmail.com  Thu Jun  7 11:57:03 2007
From: richardsolid at gmail.com (Richard Solid)
Date: Thu, 7 Jun 2007 11:57:03 -0400
Subject: [rt-users] Procmail An Error Occurred 302 Found
Message-ID: <ad68da050706070857t65845252ya7dd417609d4a2ae@mail.gmail.com>

Hello,

I had RT working fine a week ago. All of the sudden procmail is not
redirecting emails to the proper queues. This was working before and not
now. Something must have changed but I'm not sure what. Can anyone help?

Here I'm pasting the information I'm getting from the different logs when
opening a ticket on RT by sending an email to user at rt.domain.com

Procmail.log Information
=================

--- Logging /var/rt/home/procmail.log for rt, procmail: [13052] Thu Jun  7
11:40:13 2007
procmail: Assigning "MAILDOMAIN=rt.domain.com"
procmail: Assigning "RT_MAILGATE=/usr/bin/rt-mailgate"
procmail: Assigning "RT_URL=http://rt.domain.com/"
procmail: Assigning "LOGABSTRACT=all"
procmail: Match on
"(^((Original-)?(Resent-)?(To|Cc|Bcc)|(X-Envelope|Apparently(-Resent)?)-To):(.*[^a-zA-Z])?).*
user at rt.domain.com"
procmail: Executing "/usr/bin/rt-mailgate,--queue,My
Name,--action,correspond,--url,http://rt.domain.com/"
procmail: Assigning "LASTFOLDER=/usr/bin/rt-mailgate --queue My Name
--action correspond --url http://rt.domain.com/"
procmail: Notified comsat: "rt@:/usr/bin/rt-mailgate --queue My Name
--action correspond --url http://rt.domain.com/"
>From anotheruser at domainB.com  Thu Jun  7 11:40:13 2007
 Subject: test 1
  Folder: /usr/bin/rt-mailgate --queue My Name --action correspo     1783
An Error Occurred

302 Found



Maillog Information:
=============
Jun  7 11:40:13 rt sendmail[13050]: l57FeDS1013050: from=<
anotheruser at domainB.com>, size=1503, class=0, nrcpts=1, msgid=<
002f01c7a91a$23182fe0$7100000a at computer>, proto=ESMTP, daemon=MTA, relay=
mail1.domain.com [128.121.34.15]
Jun  7 11:40:13 rt sendmail[13051]: l57FeDS1013050: to=<user at rt.domain.com>,
delay=00:00:00, xdelay=00:00:00, mailer=local, pri=31694, dsn=2.0.0,
stat=Sent


Apache Access Log:
==============

x.x.x.x - - [07/Jun/2007:11:49:35 -0400] "POST
//REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 314 "-" "libwww-perl/5.79"


Regards,
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From atossava at cc.helsinki.fi  Thu Jun  7 13:12:36 2007
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Thu, 7 Jun 2007 20:12:36 +0300 (EEST)
Subject: [rt-users] Not to include original message when reply
In-Reply-To: <ad68da050706061057x3a976e49h28256a010b22df1b@mail.gmail.com>
Message-ID: <200706071712.l57HCaLi007486@ruuvi.it.helsinki.fi>

> How can I prevent RT to not include the original message on the message body
> of a reply. For example, a user opens a ticket, then another user replies to
> the ticket. When click Reply on the RT interface the original message is
> included. How can I have RT to automatically not include the original
> message?

Use the "Reply" link at the top of the ticket rather than the one in
a piece of correspondence.

-- 
Atro Tossavainen (Mr.)               / The Institute of Biotechnology at
Systems Analyst, Techno-Amish &     / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur     / employs me, but my opinions are my own.
< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS


From justin.hayes at orbisuk.com  Thu Jun  7 13:24:06 2007
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 7 Jun 2007 18:24:06 +0100
Subject: [rt-users] Strong Password Checking
Message-ID: <7F5A22C9-147A-4524-B19A-F07DF7831E69@orbisuk.com>

Has anyone patched 3.6.3 to be more strict about what constitutes a  
strong password?

Currently it has to be at least 5 characters long but nothing else.  
My system will be accessed by users from many companies so want to  
make sure they are using strong passwords.

Cheers,

Justin
------------------------------------------------------
Justin Hayes
Support Manager
justin.hayes at orbisuk.com



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From jplatter at vortexit.net  Thu Jun  7 15:02:06 2007
From: jplatter at vortexit.net (Jeff Platter)
Date: Thu, 7 Jun 2007 15:02:06 -0400
Subject: [FILTER] [rt-users] RTFM search through body text 2.2.0RC5
In-Reply-To: <070a01c7a886$b163a4d0$142aee70$@net>
References: <070a01c7a886$b163a4d0$142aee70$@net>
Message-ID: <076c01c7a936$57b77f00$07267d00$@net>

So I finally think I fixed the issue. If anyone is interested it seemed that
in the ArticleCollection_Overlay.pm file there was a select statement that
had 2 things wrong with it. It was generating the JOIN with OR's instead of
AND's and it was only searching through the Content field of the
ObjectCustomFieldValues table and not searching through the Largecontent
field as well.

 

I changed the JOIN criteria to an AND and i added in the Largecontent field
as well to the WHERE clause. This seems to have fixed the problem for me at
the moment. I have a patch file available if anyone else is having this
problem and would like to take a look at the file and try it out.

 

Here is the patch I wrote:

### Patch for getting Custom field searches working in RTFM 2.2.0RC5

### File location is /opt/rt3/local/lib/RT/FM/ArticleCollection_Overlay.pm

 

--- ArticleCollection_Overlay.pm    2007-06-07 13:33:19.000000000 -0400

+++ jp_ArticleCollection_Overlay.pm.bak 2007-06-07 13:32:32.000000000 -0400

@@ -254,7 +254,7 @@

             $self->Limit( LEFTJOIN        => $ObjectValuesAlias,

                           FIELD           => 'CustomField',

                           VALUE           => $args{'FIELD'},

-                          ENTRYAGGREGATOR => 'OR');

+                          ENTRYAGGREGATOR => 'AND');

             # Could convert the above to a non-left join and also enable
the thing below

             # $self->SUPER::Limit( ALIAS           => $ObjectValuesAlias,

             #                      FIELD           => 'CustomField',

@@ -323,6 +323,15 @@

     else {

         $self->SUPER::Limit(

             ALIAS           => $ObjectValuesAlias,

+            FIELD           => 'Largecontent',

+            OPERATOR        => $args{'OPERATOR'},

+            VALUE           => $value,

+            QUOTEVALUE      => $args{'QUOTEVALUE'},

+            ENTRYAGGREGATOR => $args{'ENTRYAGGREGATOR'},

+            SUBCLAUSE       => $clause,

+        );

+        $self->SUPER::Limit(

+            ALIAS           => $ObjectValuesAlias,

             FIELD           => 'Content',

             OPERATOR        => $args{'OPERATOR'},

             VALUE           => $value,

 

Thanks to everyone that helped me find this,

-Jeff

 

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Platter
Sent: Wednesday, June 06, 2007 6:05 PM
To: rt-users at lists.bestpractical.com
Subject: [FILTER] [rt-users] RTFM search through body text 2.2.0RC5

 

Hi,

 

I've newly installed RT 3.6.3 and RTFM 2.2.0RC5. I created a custom field
for the Article's body. The field name is called body and the type is a
wikitext area. Then I created a new class and added the body field to that
class. I setup the permissions so that I have full access to the class. 

 

I went ahead and created a new article in the class. Then when I go to the
advanced search and try and search for a word that is in the body field it
doesn't return any results. I did some searching on the mailing list archive
and have seen others with a similar problem but no answer yet. 

 

I have tried installing older versions of RTFM to see if they have the same
problems.  I installed ver 2.1.40 and that had the same problem. Then I went
all the way back to the latest final release of RTFM ver 2.0.4.  This one
actually does work. The only issue is that it is soooo old that it doesn't
really fit in well with 3.6.3 and there is a bunch of functionality missing.

 

Please someone help me. 

Thanks,

-Jeff


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From KFCrocker at lbl.gov  Thu Jun  7 15:32:51 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 07 Jun 2007 12:32:51 -0700
Subject: [rt-users] Procmail An Error Occurred 302 Found
In-Reply-To: <ad68da050706070857t65845252ya7dd417609d4a2ae@mail.gmail.com>
References: <ad68da050706070857t65845252ya7dd417609d4a2ae@mail.gmail.com>
Message-ID: <46685D63.5070606@lbl.gov>

Richard,


	Did you change any alias? Even making one letter upper case can cause this.


Kenn
LBNL

Richard Solid wrote:
> Hello,
> 
> I had RT working fine a week ago. All of the sudden procmail is not 
> redirecting emails to the proper queues. This was working before and not 
> now. Something must have changed but I'm not sure what. Can anyone help?
> 
> Here I'm pasting the information I'm getting from the different logs 
> when opening a ticket on RT by sending an email to user at rt.domain.com 
> <mailto:user at rt.domain.com>
> 
> Procmail.log Information
> =================
> 
> --- Logging /var/rt/home/procmail.log for rt, procmail: [13052] Thu Jun  
> 7 11:40:13 2007
> procmail: Assigning "MAILDOMAIN=rt.domain.com <http://rt.domain.com>"
> procmail: Assigning "RT_MAILGATE=/usr/bin/rt-mailgate"
> procmail: Assigning "RT_URL=http://rt.domain.com/"
> procmail: Assigning "LOGABSTRACT=all"
> procmail: Match on 
> "(^((Original-)?(Resent-)?(To|Cc|Bcc)|(X-Envelope|Apparently(-Resent)?)-To):(.*[^a-zA-Z])?).* 
> user at rt.domain.com <mailto:user at rt.domain.com>"
> procmail: Executing "/usr/bin/rt-mailgate,--queue,My 
> Name,--action,correspond,--url,http://rt.domain.com/"
> procmail: Assigning "LASTFOLDER=/usr/bin/rt-mailgate --queue My Name 
> --action correspond --url http://rt.domain.com/"
> procmail: Notified comsat: "rt@:/usr/bin/rt-mailgate --queue My Name 
> --action correspond --url http://rt.domain.com/"
>  From anotheruser at domainB.com <mailto:anotheruser at domainB.com>  Thu Jun  
> 7 11:40:13 2007
>  Subject: test 1
>   Folder: /usr/bin/rt-mailgate --queue My Name --action correspo     1783
> An Error Occurred
> 
> 302 Found
> 
> 
> 
> Maillog Information:
> =============
> Jun  7 11:40:13 rt sendmail[13050]: l57FeDS1013050: 
> from=<anotheruser at domainB.com <mailto:anotheruser at domainB.com> >, 
> size=1503, class=0, nrcpts=1, 
> msgid=<002f01c7a91a$23182fe0$7100000a at computer>, proto=ESMTP, 
> daemon=MTA, relay=mail1.domain.com <http://mail1.domain.com> 
> [128.121.34.15 <http://128.121.34.15>]
> Jun  7 11:40:13 rt sendmail[13051]: l57FeDS1013050: 
> to=<user at rt.domain.com <mailto:user at rt.domain.com>>, delay=00:00:00, 
> xdelay=00:00:00, mailer=local, pri=31694, dsn=2.0.0, stat=Sent
> 
> 
> Apache Access Log:
> ==============
> 
> x.x.x.x - - [07/Jun/2007:11:49:35 -0400] "POST 
> //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 314 "-" "libwww-perl/5.79"
> 
> 
> Regards,
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From malcolm at directfinancialsolutions.com  Thu Jun  7 16:27:25 2007
From: malcolm at directfinancialsolutions.com (Malcolm Tester)
Date: Thu, 7 Jun 2007 14:27:25 -0600
Subject: [rt-users] Adding new widgets to "RT at a glance"
Message-ID: <0E62D5D707679C4EA777B1701C96D85E4DCB93@rome.DirectFinancialSolutions.local>

Hi,
	Someone installed a modified version of RT by Secure Scout,
version 3.4.5 on Windows in my organization.  We've been using it a few
months now, and I want to move it over to Linux (FC 6).  I actually have
everything running ok with version 3.6.3.  I had to do a few tweaks to
get rid of Secure Scouts stuff, but nothing major.

	However, there is a big difference between the old version and
the new version.  The new version uses the MyRT.html to determine the
widgets shown on the 'RT at a Glance' page.  The old version, at least
SS's version, had the index.html hard coded to show the various
Elements.  I wrote a few new Elements that I just hard-coded into the
index.html as well.  On the new version, I would like to do it the
'Right' way. That means I need to add in my custom Elements as widgets.
To do this, I need to know how to get them to show up on the MyRT.html
page.

Any pointers would be greatly appreciated!

Malcolm
 


From malcolm at directfinancialsolutions.com  Thu Jun  7 17:13:33 2007
From: malcolm at directfinancialsolutions.com (Malcolm Tester)
Date: Thu, 7 Jun 2007 15:13:33 -0600
Subject: [rt-users] RT windows version backup
Message-ID: <0E62D5D707679C4EA777B1701C96D85E4DCBB2@rome.DirectFinancialSolutions.local>

 I agree with Jesse 100%.  However, if you are forced to stay on
Windows, there is a folder named C:\Program Files\request
tracker\Common\mysql\bin\ (assuming you did a default install) and in
that folder is a file named mysqldump.exe.  Do a google on that for how
to use it, but in a nutshell, assuming the above path is correct for
you, the command you want is:

"C:\Program Files\request tracker\Common\mysql\bin\mysqldump"
--user=root --opt --skip-lock-tables --single-transaction
--default-character-set=binary --port=8285 --databases rt3 >
c:\rt_win.sql

In the above command, the root password is assumed to be blank.  Add in
a --password=xxxxx for the password as well if you changed it.

This command backs up your database and dumps it to a file named
'rt_win.sql'.  If you have done no custom development with RT, then that
is all you need to back up.  If you have, then just make a copy of the
folder above.

To re-import the database into Windows, you need the following command:

"C:\Program Files\request tracker\Common\mysql\bin\mysqlimport"
--user=root --default-character-set=binary --port=8285 --delete rt3 <
c:\rt_win.sql

Again, add in the --password=XXXX option if the root password is not
blank.

I have not used the Windows mysqlimport program myself, so I'm giving
you my best guess based on the help options of the program.  I found a
good program for working directly with the mysql data in Windows is
'Navicat MySQL'.  Only use that if you know your way around mysql
though!

If you choose to migrate to Linux, again, that is the best choice.  I
have written a bash script that can get you up and running with 3.6.3
from Windows.

Regards,
Malcolm

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse
Vincent
Sent: Friday, June 01, 2007 1:00 PM
To: Jim Bureau
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT windows version backup


On Jun 1, 2007, at 2:42 PM, Jim Bureau wrote:

> Hello,
>
> We are using WinRT 3.4.5 (from SecureScout). Does anyone know what 
> files/folders that we should backup in WinRT? We would like to run a 
> backup every evening.

SecureScout aren't really members of the RT community. They don't seem
to even read the mailing lists. It _looks like_ they're just repackaging
the work Audrey Tang did to package RT for Windows a few years ago, but
we don't know for sure.  Generally, we'd strongly recommend you deploy
RT on a Unix/Linux/OSX platform rather than their somewhat out of date
Windows packages.

Best,
Jesse

> To go along with that, does anyone know how to import data back into 
> RT (if we ever had to rebuild the server)?
>
> Thanks again,
> --
>
> Jim Bureau
> Computer Technician
> Shaker Regional School District
> e: jbureau at shaker.k12.nh.us
> p: 603-267-9223
> f:  603-267-9225
> <jbureau.vcf>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From jesse at bestpractical.com  Thu Jun  7 18:59:46 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 7 Jun 2007 18:59:46 -0400
Subject: [rt-users] Adding new widgets to "RT at a glance"
In-Reply-To: <0E62D5D707679C4EA777B1701C96D85E4DCB93@rome.DirectFinancialSolutions.local>
References: <0E62D5D707679C4EA777B1701C96D85E4DCB93@rome.DirectFinancialSolutions.local>
Message-ID: <F0CFAB8D-E546-466B-9F9A-999932373AC7@bestpractical.com>


On Jun 7, 2007, at 4:27 PM, Malcolm Tester wrote:

> Hi,
> 	Someone installed a modified version of RT by Secure Scout,
> version 3.4.5 on Windows in my organization.  We've been using it a  
> few
> months now, and I want to move it over to Linux (FC 6).  I actually  
> have
> everything running ok with version 3.6.3.  I had to do a few tweaks to
> get rid of Secure Scouts stuff, but nothing major.
>
> 	However, there is a big difference between the old version and
> the new version.  The new version uses the MyRT.html to determine the
> widgets shown on the 'RT at a Glance' page.  The old version, at least
> SS's version, had the index.html hard coded to show the various
> Elements.  I wrote a few new Elements that I just hard-coded into the
> index.html as well.  On the new version, I would like to do it the
> 'Right' way. That means I need to add in my custom Elements as  
> widgets.
> To do this, I need to know how to get them to show up on the MyRT.html
> page.
>
> Any pointers would be greatly appreciated!


What you want to be looking at is the "HomepageComponents" stuff.


# $HomepageComponents is an arrayref of allowed components on a user's
# customized homepage ("RT at a glance").

Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues  
MySupportQueu
es MyReminders  RefreshHomepage)]);

RTIR 2.3 extends RT in this way.

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

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From jalspach at shastacoe.org  Thu Jun  7 20:36:47 2007
From: jalspach at shastacoe.org (James Alspach)
Date: Thu, 7 Jun 2007 17:36:47 -0700
Subject: [rt-users] I broke it
Message-ID: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABCB@EXCHANGE08.shastalink.k12.ca.us>

What are some common things that will make RT stop finding recipients?
No recipients found. Not sending.

I had this (RT v 3.6.1 and RTFM 2.2.0 RC5) finally working after
installing on etch.  I tried a few things (I know, I know, if you knew
what those 'things' were it would help to point me in the right
direction.  Unfortunately I have done so many things now that I do not
even really know where the problem began.) and now email messages do not
get sent or logged to the history.

 

I have configured exim4 per the instructions and everything else in RT
seems to work; I just can not get it to send an email.  
I can send an email manually from the command line

 echo 'test' | mail -s test jalspach at shastacoe.org

So I know that the MTA is alright (at least as far as basic
configuration).  But for some reason RT just can not find anybody to
send email messages to.

 

Any help or suggestions would be appreciated.

 

James

 

PS I know I was a bad IT person for not being more mindful of what I did
and when I did it and for not having backups; so we probably do not need
to rehash that right now.  Thrash me all you like after we fix the
problem  ;-)

 

 

 

 

 

James Alspach
Systems Applications Technician

Shasta County Office of Education

1644 Magnolia avenue

Redding, California

96003
jalspach at shastacoe.org <mailto:jalspach at shastacoe.org> 
(530) 225-0293

 

IT Hotline: 225-0279

hotline at shastacoe.org <mailto:hotline at shastacoe.org> 

 

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From sashag at austbrokers.com.au  Thu Jun  7 20:41:40 2007
From: sashag at austbrokers.com.au (Sasha Gerrand)
Date: Fri, 8 Jun 2007 10:41:40 +1000
Subject: [rt-users] I broke it
In-Reply-To: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABCB@EXCHANGE08.shastalink.k12.ca.us>
References: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABCB@EXCHANGE08.shastalink.k12.ca.us>
Message-ID: <11C1048FB499954D9C888EF15148AF0CB27DA9@austbdc.austbrok.local>

Can you post the RT_SiteConfig.pm file?

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of James
Alspach
Sent: Friday, 8 June 2007 10:37 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] I broke it



What are some common things that will make RT stop finding recipients?
No recipients found. Not sending.

I had this (RT v 3.6.1 and RTFM 2.2.0 RC5) finally working after
installing on etch.  I tried a few things (I know, I know, if you knew
what those 'things' were it would help to point me in the right
direction.  Unfortunately I have done so many things now that I do not
even really know where the problem began.) and now email messages do not
get sent or logged to the history.

 

I have configured exim4 per the instructions and everything else in RT
seems to work; I just can not get it to send an email.  
I can send an email manually from the command line

 echo 'test' | mail -s test jalspach at shastacoe.org

So I know that the MTA is alright (at least as far as basic
configuration).  But for some reason RT just can not find anybody to
send email messages to.

 

Any help or suggestions would be appreciated.

 

James

 

PS I know I was a bad IT person for not being more mindful of what I did
and when I did it and for not having backups; so we probably do not need
to rehash that right now.  Thrash me all you like after we fix the
problem  ;-)

 

 

 

 

 

James Alspach
Systems Applications Technician

Shasta County Office of Education

1644 Magnolia avenue

Redding, California

96003
jalspach at shastacoe.org <mailto:jalspach at shastacoe.org> 
(530) 225-0293

 

IT Hotline: 225-0279

hotline at shastacoe.org <mailto:hotline at shastacoe.org> 

 

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From sashag at austbrokers.com.au  Thu Jun  7 22:53:27 2007
From: sashag at austbrokers.com.au (Sasha Gerrand)
Date: Fri, 8 Jun 2007 12:53:27 +1000
Subject: [rt-users] how to find ${RTHOME}  value
In-Reply-To: <1177437452.6722.138.camel@cs-alexsuse-dt.cloudshield.com>
References: <1177437452.6722.138.camel@cs-alexsuse-dt.cloudshield.com>
Message-ID: <11C1048FB499954D9C888EF15148AF0CB27DB9@austbdc.austbrok.local>

Are you looking for the RTHOME variable's value in Perl (i.e. within RT)
or within the Unix environment on your Fedora box?

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aleksandr
Arbitman
Sent: Wednesday, 25 April 2007 3:58 AM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] how to find ${RTHOME} value



I have installed RT3 package on fedora-6 using standard install:
"yum install rt3".
I am setting up LDAP authentication for windows domain users and need to
create some folders and config files under "${RTHOME}/some_folders/foo".
Yum install created the following folders:
/usr/share/rt3
/var/log/rt3 (empty)
/var/lib/rt3  (empty)
/var/lib/mysql/rt3 
/var/cache/rt3
/etc/rt3

Having all of the above,since I didn't install from source, how do I
find out what is my $RTHOME  folder ??
Thank you for help




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From bj_5150 at yahoo.com  Fri Jun  8 02:26:59 2007
From: bj_5150 at yahoo.com (o o)
Date: Thu, 7 Jun 2007 23:26:59 -0700 (PDT)
Subject: [rt-users] Problems with the AutoGenerate Password code snippet
	from wiki
Message-ID: <794158.53367.qm@web54402.mail.yahoo.com>

Just wondering if the code used in the wiki is still valid for 3.6.3? I pretty much just copied and pasted that into a new queue template and created a scrip for the general queue. I disabled the global scrip and tested. The auto-reply works, minus the password part. From the reply, it looks like I didn't even put any code in at all. I have file logging level set to 'info' and I don't see any errors. Any thoughts on where I should look next?


 
____________________________________________________________________________________
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 theillien at yahoo.com  Fri Jun  8 03:48:28 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 08 Jun 2007 03:48:28 -0400
Subject: [rt-users] Tickets by Priority
Message-ID: <466909CC.4070603@yahoo.com>

I need to write a quick script which will load up all open tickets which have
reached their final priority.  Looking at Tickets_Overlay.pm I see the various
"Limit*" methods.  One of these is LimitFinalPriority.  This takes a paramhash
though which makes me wonder if it doesn't just grab anything that has reached
its final priority and instead only grabs tickets which have reached a final
priority dictated within the paramhash.

As we have a few queues which abide by different priority schemes it would be a
lot easier to just tell it to grab anything that's open and has reached its
final priority, whatever that may be, instead of having to supply different
criteria for each queue.  Is it possible to do it as simply as I'd like or do I
have to do things for each queue and use different criteria for those that need it?

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From gcecchi at peviani.it  Fri Jun  8 04:11:22 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Fri, 8 Jun 2007 10:11:22 +0200
Subject: R: [rt-users] how to find ${RTHOME}  value
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D73016897B5@MAILSERVER.pevianimail.local>

it should be /etc/rt3 on fedora 6 extras rt3 package


________________________________

	Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Sasha Gerrand
	Inviato: venerd? 8 giugno 2007 4.53
	A: rt-users at lists.bestpractical.com
	Cc: Aleksandr Arbitman
	Oggetto: RE: [rt-users] how to find ${RTHOME} value
	
	
	Are you looking for the RTHOME variable's value in Perl (i.e. within RT) or within the Unix environment on your Fedora box?

________________________________

	From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aleksandr Arbitman
	Sent: Wednesday, 25 April 2007 3:58 AM
	To: RT-Users at lists.bestpractical.com
	Subject: [rt-users] how to find ${RTHOME} value
	
	

	I have installed RT3 package on fedora-6 using standard install:
	"yum install rt3".
	I am setting up LDAP authentication for windows domain users and need to
	create some folders and config files under "${RTHOME}/some_folders/foo".
	Yum install created the following folders:
	/usr/share/rt3
	/var/log/rt3 (empty)
	/var/lib/rt3  (empty)
	/var/lib/mysql/rt3 
	/var/cache/rt3
	/etc/rt3
	
	Having all of the above,since I didn't install from source, how do I
	find out what is my $RTHOME  folder ??
	Thank you for help
	
	
	

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From Uli.Staerk at globalways.net  Fri Jun  8 06:08:06 2007
From: Uli.Staerk at globalways.net (Uli Staerk)
Date: Fri, 8 Jun 2007 12:08:06 +0200
Subject: [rt-users] REST - Edit Ticket
Message-ID: <F91A18B8B41BEA4496988E928B3AAE6D459CBC@EX01.hosted.globalways.net>

Hello,

at the moment I'm trying to modify an existing ticket by the Rest
Interface. But it doesn't work as expected. How must the request look
like, that I can modify a Ticket?

The following does _NOT_ work:

2007-06-08 12:01:32.839:
-------------------------------------------------
2007-06-08 12:01:32.839: curlDoRequest: Method: POST
2007-06-08 12:01:32.839: curlDoRequest:
https://xxxx/rt/REST/1.0/ticket/edit
2007-06-08 12:01:32.839: curlDoRequest: Port: 80
2007-06-08 12:01:32.839: curlDoRequest: Header: Cookie: RT_SID_xxx=xxx;
2007-06-08 12:01:32.839: curlDoRequest: Data: # create ticket request
    id: ticket/16579
    Status: new
2007-06-08 12:01:32.895: Request successful!
2007-06-08 12:01:32.895: --HEADER
FOLLOWING-------------------------------
2007-06-08 12:01:32.895: HTTP/1.1 200 OK
    Date: Fri, 08 Jun 2007 10:04:24 GMT
    Server: Apache
    Transfer-Encoding: chunked
    Content-Type: text/plain; charset=utf-8
    
    
2007-06-08 12:01:32.895: --BODY
FOLLOWING---------------------------------
2007-06-08 12:01:32.895: RT/3.4.5 400 Bad Request
    
    No objects specified.
    
2007-06-08 12:01:32.895:
-------------------------------------------------


And how can I create tickets using the REST Interface?


From jboris at adphila.org  Fri Jun  8 09:33:23 2007
From: jboris at adphila.org (John  BORIS)
Date: Fri, 08 Jun 2007 09:33:23 -0400
Subject: [rt-users] Possible Dumb Question concerning rights
Message-ID: <s6692268.036@gw1.adphila.org>

Hi all,
Today a user was entering an Asset and couldn't change the value of one
of the fields in the asset. I went into the configuration and found the
field and then gave any privileged user the Authority to see the field
and modify the field. She also told me she created two blank tickets in
a Queue that she didn't have rights to.
So I guess I have my permissions screwed up.

My question is do I have to assign specific permissions to every field
on a ticket or asset?  The RT Essentials book really doesn't explain
user rights in a way that I can understand it. Is there an example
somewhere that shows how to assign rights to users?  

TIA

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

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


From richardsolid at gmail.com  Fri Jun  8 10:11:50 2007
From: richardsolid at gmail.com (Richard Solid)
Date: Fri, 8 Jun 2007 10:11:50 -0400
Subject: [rt-users] Please Help! An Error Occurred 302 Found
Message-ID: <ad68da050706080711l46de64f3l3ceca7c12eda33fd@mail.gmail.com>

 Hello,

I had RT working fine a week ago. All of the sudden procmail is not
redirecting emails to the proper queues. This was working before and not
now. Something must have changed but I'm not sure what. Can anyone help?

This is how my .procmailrc looks like
===========================

 #Preliminaries
SHELL=/bin/sh          #Use the Bourne shell (check your path!)
MAILDIR=${HOME}        #First check what your mail directory is!
LOGFILE=${MAILDIR}/procmail.log
LOG="--- Logging ${LOGFILE} for ${LOGNAME}, "
VERBOSE=yes
MAILDOMAIN=rt.domain.com
RT_MAILGATE="/usr/bin/rt-mailgate"
RT_URL="http://rt.domain.com/"

LOGABSTRACT=all

#:0
#{


# the following line extracts the recipient from Received-headers.
# Simply using the To: does not work, as tickets are often created
# by sending a CC/BCC to RT

TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for *<*\(.*\)>*
*;.*$/\1/'`
QUEUE=`echo $TO| $HOME/get_queue.pl`
ACTION=`echo $TO| $HOME/get_action.pl`

# if you use mailman before the mail reaches RT uncomment the folowing
# line so 'Precedence:' header will be stripped and auto-reply will
# function correctly
#REMOVE_HEADER="-I Precedence:"

#:0 h b w
#| formail $REMOVE_HEADER | /usr/bin/perl $RT_MAILGATE --queue $QUEUE
--action $ACTION --url $RT_URL
#}

:0
* ^TO.*user at rt.domain.com
| /usr/bin/rt-mailgate --queue "Full Name" --action correspond --url
http://rt.domain.com/


I dont remember making any changes to this .procmailrc since the last time
it worked.


When I looked at the maillog the sendmail is not even invoking the
rt-mailgate

I'm using sendmail, as far as I know the way this work is like this. If I
send an email to my email address user at rt.domain.com the RT senmail gets the
message, looks at the aliases on /etc/aliases. On their I have an alias name
user:  rt

So it points to the rt name which then uses the .procmailrc to triggered the
/usr/bin/rt-mailgate

Any inputs?

Here I'm pasting the information I'm getting from the different logs when
opening a ticket on RT by sending an email to user at rt.domain.com

Procmail.log Information
=================

--- Logging /var/rt/home/procmail.log for rt, procmail: [13052] Thu Jun  7
11:40:13 2007
procmail: Assigning "MAILDOMAIN=rt.domain.com"
procmail: Assigning "RT_MAILGATE=/usr/bin/rt-mailgate"
procmail: Assigning "RT_URL=http://rt.domain.com/"
procmail: Assigning "LOGABSTRACT=all"
procmail: Match on
"(^((Original-)?(Resent-)?(To|Cc|Bcc)|(X-Envelope|Apparently(-Resent)?)-To):(.*[^a-zA-Z])?).*
user at rt.domain.com"
procmail: Executing "/usr/bin/rt-mailgate,--queue,My
Name,--action,correspond,--url,http://rt.domain.com/"
procmail: Assigning "LASTFOLDER=/usr/bin/rt-mailgate --queue My Name
--action correspond --url http://rt.domain.com/"
procmail: Notified comsat: "rt@:/usr/bin/rt-mailgate --queue My Name
--action correspond --url http://rt.domain.com/"
>From anotheruser at domainB.com  Thu Jun  7 11:40:13 2007
 Subject: test 1
  Folder: /usr/bin/rt-mailgate --queue My Name --action correspo     1783
An Error Occurred

302 Found



Maillog Information:
=============
Jun  7 11:40:13 rt sendmail[13050]: l57FeDS1013050: from=<
anotheruser at domainB.com >, size=1503, class=0, nrcpts=1, msgid=<
002f01c7a91a$23182fe0$7100000a at computer>, proto=ESMTP, daemon=MTA, relay=
mail1.domain.com [128.121.34.15 ]
Jun  7 11:40:13 rt sendmail[13051]: l57FeDS1013050: to=<user at rt.domain.com>,
delay=00:00:00, xdelay=00:00:00, mailer=local, pri=31694, dsn=2.0.0,
stat=Sent


Apache Access Log:
==============

x.x.x.x - - [07/Jun/2007:11:49:35 -0400] "POST
//REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 314 "-" "libwww-perl/5.79"





This is how the mail log looked like the email was working and getting sent
to the proper Queue:





May 23 11:52:50 rt sendmail[22635]: l4NFqo34022635: to=user at domain.com,
ctladdr=apache (48/48), delay=00:00:00, xdelay=00:00:00, mailer=relay,

pri=139404, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent
(l4NFqolM022636 Message accepted for delivery)

May 23 11:52:50 rt sendmail[22638]: l4NFqolM022636: to=<user at domain.com>,
ctladdr=<apache at rt.domain.com> (87/87), delay=00:00:00, xdelay=00:00:

00, mailer=esmtp, pri=229569, relay=mail1.domain.com. [128.121.34.15], dsn=
2.0.0, stat=Sent (Ok: queued as 63E7812C059D)

May 23 11:52:50 rt sendmail[22624]: l4NFqncX022621:
to="|/usr/bin/rt-mailgate --queue General  --action correspond --url
http://rt.domain.com", c

tladdr=<user at rt.domain.com> (8/0), delay=00:00:01, xdelay=00:00:01,
mailer=prog, pri=33089, dsn=2.0.0, stat=Sent
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From richardsolid at gmail.com  Fri Jun  8 10:47:12 2007
From: richardsolid at gmail.com (Richard Solid)
Date: Fri, 8 Jun 2007 10:47:12 -0400
Subject: [rt-users] CC is Not Working
Message-ID: <ad68da050706080747p5f446bdfn25fd003f23a46f90@mail.gmail.com>

When I'm logged in as root to the RT interface and I create a ticket, I
enter an email in the CC address and the message goes also to that address.
If I'm logged in as another user and I create a ticket, I enter an email in
the CC address, the message does NOT goes to that address. I checked the
maillog and the email address on the CC doesn't even show in the maillog.

Any Inputs?
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From jalspach at shastacoe.org  Fri Jun  8 11:51:12 2007
From: jalspach at shastacoe.org (James Alspach)
Date: Fri, 8 Jun 2007 08:51:12 -0700
Subject: [rt-users] RE: I broke it
Message-ID: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABCC@EXCHANGE08.shastalink.k12.ca.us>

It has been suggested that it may help if I posted my RT_SiteConfig file
so... here it is.  
Only the names and passwords have been removed to protect the guilty.
The only thing I see that may be causing a problem (but really, if I
knew enough to self diagnose I would not be here asking for help.) is
that I have sendmail instead of sendmailpipe.  I have tried this both
ways making sure to change the next line as well to add or remove the
-t.  I get the same results either way.
The reason I changed this was that I did not seem to have a sendmailpipe
command on my system (Debian etch) however, looking at the exim4 config
makes me thing I should leave it in.
I am going to try running rt-mailgate from the command line to see if
that works although my understanding is that that system is more for the
inbound side of things which can wait a little bit.

Thank you for any help;
James



James Alspach
Systems Applications Technician
Shasta County Office of Education


-----Original Message-----
From: root [mailto:root at shastacoe.org] 
Sent: Friday, June 08, 2007 8:28 AM
To: James Alspach
Subject: RT_SiteConfig

# RT_SiteConfig.pm
#
# These are the bits you absolutely *must* edit.
#
# To find out how, please read
#   /usr/share/doc/request-tracker3.6/NOTES.Debian

# THE BASICS:

Set($rtname, 'shastacoe.org');
Set($Organization, 'shastacoe.org');

Set($CorrespondAddress , 'rt at shastacoe.org');
Set($CommentAddress , 'rt-comment at shastacoe.org');

Set($Timezone , 'America/Los_Angeles'); # obviously choose what suits
you

# THE DATABASE:

Set($DatabaseType, 'Pg'); # e.g. Pg or mysql

# These are the settings we used above when creating the RT database,
# you MUST set these to what you chose in the section above.

Set($DatabaseUser , 'rtdbadminuser');
Set($DatabasePassword , 'rtdbadminuserpassword');
Set($DatabaseName , 'rtdatabase');

# The domain name of your database server
# If you're running mysql and it's on localhost,
# leave it blank for enhanced performance
Set($DatabaseHost   , '');
Set($DatabaseRTHost , '');


# THE WEBSERVER:

Set($WebPath , "/rt");
#Set($WebBaseURL , "http://shastacoe.org");
Set($WebBaseURL , "http://10.1.3.82");



# {{{ Incoming mail gateway configuration

# OwnerEmail is the address of a human who manages RT. RT will send
# errors generated by the mail gateway to this address.  This address
# should _not_ be an address that's managed by your RT instance.

Set($OwnerEmail , 'jalspach at shastacoe.org');

# sprintf() format of the friendly 'From:' header; its arguments
# are SenderName and SenderEmailAddress.
Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");

# RT can optionally set a "Friendly" 'To:' header when sending messages
to
# Ccs or AdminCcs (rather than having a blank 'To:' header.

# This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
# If you are using sendmail, rather than postfix, qmail, exim or some
other MTA,
# you _must_ disable this option.

Set($UseFriendlyToLine , 1);


# {{{ Web interface configuration

# $LogoURL points to the URL of the RT logo displayed in the web UI

Set($LogoURL , $WebImagesURL . "bplogo.gif");

# If PreferRichText is set to a true value, RT will show HTML/Rich text
# messages in preference to their plaintext alternatives. RT "scrubs"
the
# html to show only a minimal subset of HTML to avoid possible
contamination
# by cross-site-scripting attacks.
Set($PreferRichText, 1);


# By default, RT shows newest transactions at the bottom of the ticket
# history page, if you want see them at the top set this to '0'.

Set($OldestTransactionsFirst, '0');


#Sendmail Configuration

# $MailCommand defines which method RT will use to try to send mail
# We know that 'sendmailpipe' works fairly well.
# If 'sendmailpipe' doesn't work well for you, try 'sendmail'
#
# Note that you should remove the '-t' from $SendmailArguments
# if you use 'sendmail' rather than 'sendmailpipe'

Set($MailCommand , 'sendmail');

# $SendmailArguments defines what flags to pass to $Sendmail
# assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand
above.
# If you picked 'sendmailpipe', you MUST add a -t flag to
$SendmailArguments

# These options are good for most sendmail wrappers and workalikes
Set($SendmailArguments , "-oi");


1;




From jalspach at shastacoe.org  Fri Jun  8 11:57:30 2007
From: jalspach at shastacoe.org (James Alspach)
Date: Fri, 8 Jun 2007 08:57:30 -0700
Subject: [rt-users] RE: I broke it
Message-ID: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABCD@EXCHANGE08.shastalink.k12.ca.us>

I do not know if it really applies to my issue but, I just tested
rt-mailgate and it seems to work just fine.  I used the example from the
rt3.6-clients/README.Debian and it created a ticket right away.

James




James Alspach
Systems Applications Technician
Shasta County Office of Education


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of James Alspach
> Sent: Friday, June 08, 2007 8:51 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] RE: I broke it
> 
> It has been suggested that it may help if I posted my RT_SiteConfig
file
> so... here it is.
> Only the names and passwords have been removed to protect the guilty.
> The only thing I see that may be causing a problem (but really, if I
> knew enough to self diagnose I would not be here asking for help.) is
> that I have sendmail instead of sendmailpipe.  I have tried this both
> ways making sure to change the next line as well to add or remove the
> -t.  I get the same results either way.
> The reason I changed this was that I did not seem to have a
sendmailpipe
> command on my system (Debian etch) however, looking at the exim4
config
> makes me thing I should leave it in.
> I am going to try running rt-mailgate from the command line to see if
> that works although my understanding is that that system is more for
the
> inbound side of things which can wait a little bit.
> 
> Thank you for any help;
> James
> 
> 
> 
> James Alspach
> Systems Applications Technician
> Shasta County Office of Education
> 
> 
> -----Original Message-----
> From: root [mailto:root at shastacoe.org]
> Sent: Friday, June 08, 2007 8:28 AM
> To: James Alspach
> Subject: RT_SiteConfig
> 
> # RT_SiteConfig.pm
> #
> # These are the bits you absolutely *must* edit.
> #
> # To find out how, please read
> #   /usr/share/doc/request-tracker3.6/NOTES.Debian
> 
> # THE BASICS:
> 
> Set($rtname, 'shastacoe.org');
> Set($Organization, 'shastacoe.org');
> 
> Set($CorrespondAddress , 'rt at shastacoe.org');
> Set($CommentAddress , 'rt-comment at shastacoe.org');
> 
> Set($Timezone , 'America/Los_Angeles'); # obviously choose what suits
> you
> 
> # THE DATABASE:
> 
> Set($DatabaseType, 'Pg'); # e.g. Pg or mysql
> 
> # These are the settings we used above when creating the RT database,
> # you MUST set these to what you chose in the section above.
> 
> Set($DatabaseUser , 'rtdbadminuser');
> Set($DatabasePassword , 'rtdbadminuserpassword');
> Set($DatabaseName , 'rtdatabase');
> 
> # The domain name of your database server
> # If you're running mysql and it's on localhost,
> # leave it blank for enhanced performance
> Set($DatabaseHost   , '');
> Set($DatabaseRTHost , '');
> 
> 
> # THE WEBSERVER:
> 
> Set($WebPath , "/rt");
> #Set($WebBaseURL , "http://shastacoe.org");
> Set($WebBaseURL , "http://10.1.3.82");
> 
> 
> 
> # {{{ Incoming mail gateway configuration
> 
> # OwnerEmail is the address of a human who manages RT. RT will send
> # errors generated by the mail gateway to this address.  This address
> # should _not_ be an address that's managed by your RT instance.
> 
> Set($OwnerEmail , 'jalspach at shastacoe.org');
> 
> # sprintf() format of the friendly 'From:' header; its arguments
> # are SenderName and SenderEmailAddress.
> Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
> 
> # RT can optionally set a "Friendly" 'To:' header when sending
messages
> to
> # Ccs or AdminCcs (rather than having a blank 'To:' header.
> 
> # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
> # If you are using sendmail, rather than postfix, qmail, exim or some
> other MTA,
> # you _must_ disable this option.
> 
> Set($UseFriendlyToLine , 1);
> 
> 
> # {{{ Web interface configuration
> 
> # $LogoURL points to the URL of the RT logo displayed in the web UI
> 
> Set($LogoURL , $WebImagesURL . "bplogo.gif");
> 
> # If PreferRichText is set to a true value, RT will show HTML/Rich
text
> # messages in preference to their plaintext alternatives. RT "scrubs"
> the
> # html to show only a minimal subset of HTML to avoid possible
> contamination
> # by cross-site-scripting attacks.
> Set($PreferRichText, 1);
> 
> 
> # By default, RT shows newest transactions at the bottom of the ticket
> # history page, if you want see them at the top set this to '0'.
> 
> Set($OldestTransactionsFirst, '0');
> 
> 
> #Sendmail Configuration
> 
> # $MailCommand defines which method RT will use to try to send mail
> # We know that 'sendmailpipe' works fairly well.
> # If 'sendmailpipe' doesn't work well for you, try 'sendmail'
> #
> # Note that you should remove the '-t' from $SendmailArguments
> # if you use 'sendmail' rather than 'sendmailpipe'
> 
> Set($MailCommand , 'sendmail');
> 
> # $SendmailArguments defines what flags to pass to $Sendmail
> # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand
> above.
> # If you picked 'sendmailpipe', you MUST add a -t flag to
> $SendmailArguments
> 
> # These options are good for most sendmail wrappers and workalikes
> Set($SendmailArguments , "-oi");
> 
> 
> 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 martin_dujardin at yahoo.fr  Fri Jun  8 12:14:43 2007
From: martin_dujardin at yahoo.fr (MARTIN DUJARDIN)
Date: Fri, 8 Jun 2007 18:14:43 +0200 (CEST)
Subject: [rt-users] rt3.4 statistics graphs not visible or displaying
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAMEOHACAB.Robert.Grasso@cedrat.com>
Message-ID: <980914.77645.qm@web23312.mail.ird.yahoo.com>

Hello, 
  Excuse. I was out of office for a while.
   
  All the graphs do not appear but the stats data appear normally.
  When I click on the link to download the graph or to save it as an image it does not work also.
  What can be the problem ? Do you think I must look for GD Graph ?
   
  My Rt version is 3.4.0
  and the statistics verstion is 1.8
  The statistics are in this directory
  /usr/local/rt3/share/html/RTx/Statistics
   
  Thanks
   
  Martin


Robert Grasso <Robert.Grasso at cedrat.com> a ?crit :  Hello,

What graphs don't appear exactly ? This module does not seem to be maintained and there are several bugs. I corrected some in the
"Tickets per day per Queue" module which did not start at all. The other ones used to start but we are not interested in them.

I must add that I am running RT v3.6.1 and performed my corrections in this version.

Regards

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com
---
Support service : mailto:support at cedrat.com
Commercial service : mailto:cedrat at cedrat.com
Web site : http://www.cedrat.com


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of MARTIN DUJARDIN
Sent: Saturday, May 26, 2007 9:32 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] rt3.4 statistics graphs not visible or displaying


Dear all,

I am new on this list and I have a problem on an existing rt3.4 installation. The installation is working normally but the
statistics graphs do not appear if we request them.
Can you help me resolve this problem ?
The rt3.4 is installed on a Linux redhat system.

Thanks

Martin


Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail



             
---------------------------------
 Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail 
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From joe.casadonte at oracle.com  Fri Jun  8 11:17:31 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Fri, 08 Jun 2007 11:17:31 -0400
Subject: [rt-users] Vacation messages - how to keep out of RT?
Message-ID: <4669730B.5040003@oracle.com>

As we approach the summer vacation period, more and more people are 
setting their Out Of Office/Vacation email auto-replies, and they are 
cluttering up my lovely RT.  Does anyone know of a way to easily 
identify and ignore these?

-- 
Regards,


joe
Joe Casadonte
joe.casadonte at oracle.com

==========                                                  ==========
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.               ==
==========                                                  ==========


From barnesaw at ucrwcu.rwc.uc.edu  Fri Jun  8 12:26:07 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 08 Jun 2007 12:26:07 -0400
Subject: [rt-users] rt3.4 statistics graphs not visible or
	displaying
In-Reply-To: <980914.77645.qm@web23312.mail.ird.yahoo.com>
References: <980914.77645.qm@web23312.mail.ird.yahoo.com>
Message-ID: <4669831F.9080704@ucrwcu.rwc.uc.edu>

I would try reinstalling libgd and GD perl modules.

MARTIN DUJARDIN wrote:
> Hello,
> Excuse. I was out of office for a while.
>  
> All the graphs do not appear but the stats data appear normally.
> When I click on the link to download the graph or to save it as an
> image it does not work also.
> What can be the problem ? Do you think I must look for GD Graph ?
>  
> My Rt version is 3.4.0
> and the statistics verstion is 1.8
> The statistics are in this directory
> /usr/local/rt3/share/html/RTx/Statistics
>  
> Thanks
>  
> Martin
>
>
> */Robert Grasso <Robert.Grasso at cedrat.com>/* a ?crit :
>
>     Hello,
>
>     What graphs don't appear exactly ? This module does not seem to be
>     maintained and there are several bugs. I corrected some in the
>     "Tickets per day per Queue" module which did not start at all. The
>     other ones used to start but we are not interested in them.
>
>     I must add that I am running RT v3.6.1 and performed my
>     corrections in this version.
>
>     Regards
>
>     ---
>     Robert GRASSO
>     System Engineer
>
>     CEDRAT
>     15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE
>     Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
>     mailto:Robert.Grasso at cedrat.com
>     ---
>     Support service : mailto:support at cedrat.com
>     Commercial service : mailto:cedrat at cedrat.com
>     Web site : http://www.cedrat.com
>
>
>     -----Original Message-----
>     From: rt-users-bounces at lists.bestpractical.com
>     [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of
>     MARTIN DUJARDIN
>     Sent: Saturday, May 26, 2007 9:32 PM
>     To: rt-users at lists.bestpractical.com
>     Subject: [rt-users] rt3.4 statistics graphs not visible or displaying
>
>
>     Dear all,
>
>     I am new on this list and I have a problem on an existing rt3.4
>     installation. The installation is working normally but the
>     statistics graphs do not appear if we request them.
>     Can you help me resolve this problem ?
>     The rt3.4 is installed on a Linux redhat system.
>
>     Thanks
>
>     Martin
>
>
>     Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers
>     Yahoo! Mail
>
>
> ------------------------------------------------------------------------
> Ne gardez plus qu'une seule adresse mail ! Copiez vos mails
> <http://www.trueswitch.com/yahoo-fr/> vers Yahoo! Mail
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

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



From epeterson at edc.org  Fri Jun  8 13:34:47 2007
From: epeterson at edc.org (Erik Peterson)
Date: Fri, 8 Jun 2007 13:34:47 -0400
Subject: [rt-users] rt3.4 statistics graphs not visible ordisplaying
In-Reply-To: <4669831F.9080704@ucrwcu.rwc.uc.edu>
References: <980914.77645.qm@web23312.mail.ird.yahoo.com>
	<4669831F.9080704@ucrwcu.rwc.uc.edu>
Message-ID: <35589DD47219F14BBFE1446979A831B409C3EE99@athena.ad.edc.org>

Hi,

> MARTIN DUJARDIN wrote:
> 
> All the graphs do not appear but the stats data appear normally.
> When I click on the link to download the graph or to save it as an
> image it does not work also.
> What can be the problem ? Do you think I must look for GD Graph ?


If you look at the downloaded image in a text editor, is there a blank
line at the top?  I had a similar issue with outputting XML and resolved
it by finding a 2004 post about images not displaying:

http://lists.fsck.com/pipermail/rt-users/2007-January/043664.html

and using:

$m->clear_buffer(); 

Before any of the output.

Maybe that will help.

_Erik


From malcolm at directfinancialsolutions.com  Fri Jun  8 14:38:31 2007
From: malcolm at directfinancialsolutions.com (Malcolm Tester)
Date: Fri, 8 Jun 2007 12:38:31 -0600
Subject: [rt-users] Adding new widgets to "RT at a glance"
Message-ID: <0E62D5D707679C4EA777B1701C96D85E4DCC21@rome.DirectFinancialSolutions.local>

Thanks.  This was exactly what I was looking for!

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Thursday, June 07, 2007 5:00 PM
To: Malcolm Tester
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Adding new widgets to "RT at a glance"


On Jun 7, 2007, at 4:27 PM, Malcolm Tester wrote:

> Hi,
> 	Someone installed a modified version of RT by Secure Scout,
version 
> 3.4.5 on Windows in my organization.  We've been using it a few months

> now, and I want to move it over to Linux (FC 6).  I actually have 
> everything running ok with version 3.6.3.  I had to do a few tweaks to

> get rid of Secure Scouts stuff, but nothing major.
>
> 	However, there is a big difference between the old version and
the 
> new version.  The new version uses the MyRT.html to determine the 
> widgets shown on the 'RT at a Glance' page.  The old version, at least

> SS's version, had the index.html hard coded to show the various 
> Elements.  I wrote a few new Elements that I just hard-coded into the 
> index.html as well.  On the new version, I would like to do it the 
> 'Right' way. That means I need to add in my custom Elements as 
> widgets.
> To do this, I need to know how to get them to show up on the MyRT.html

> page.
>
> Any pointers would be greatly appreciated!


What you want to be looking at is the "HomepageComponents" stuff.


# $HomepageComponents is an arrayref of allowed components on a user's #
customized homepage ("RT at a glance").

Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues
MySupportQueu es MyReminders  RefreshHomepage)]);

RTIR 2.3 extends RT in this way.

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



From kmckinnis at tivo.com  Fri Jun  8 18:44:07 2007
From: kmckinnis at tivo.com (Kimberly McKinnis)
Date: Fri, 8 Jun 2007 15:44:07 -0700
Subject: [rt-users] Auto adding users to privileged groups
Message-ID: <0B1B3063EAFF6F45B3A09ADD5AC88EA9C7A509@corpexch11.Tivo.com>

Interestingly, my original email hadn't shown up on the list yet... but
I made the script work myself. I was missing a few steps.

I have an email alias pointing to the 'accounts' queue. I gave unpriv
users the ability the create tickets in the accounts queue. On Create, I
have two scripts. One for $self->TicketObj->SetStatus('resolved'); and
the other: 

my $domains = {};

my %domain_map = (
                   '\@.*\.?cust1\.com'         => "cust1",
                   '\@.*\.?cust2\.com'        => "cust2",
                   '\@.*\.?cust3\.com'      => "cust3",
                );

foreach my $domainKey (keys %domain_map ){
if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) {
    
my $user = RT::User->new( $RT::SystemUser );
$user->LoadByEmail($self->TicketObj->RequestorAddresses);
die "couldn't load user" unless $user->id;
my $group = RT::Group->new( $RT::SystemUser );
    $group->LoadUserDefinedGroup( $domain_map{$domainKey} );
    $group->AddMember($user->id);
    }
}


Whoever wrote the code snippets page on the wiki is officially my hero. 
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From arjuncs at gmail.com  Fri Jun  8 19:50:12 2007
From: arjuncs at gmail.com (Arjun Ramachandran)
Date: Fri, 8 Jun 2007 18:50:12 -0500
Subject: [rt-users] Cannot view Messages inside the tickets
Message-ID: <847bca130706081650t2d4836d9m4e8b0508fab36347@mail.gmail.com>

Hi,
    I have been using the RT ticket system for a few months now.I am having
this weird problem with the system the last 10days where I can see a ticket
sent by a person but cannot view the message he sends.This is happening for
all the tickets that are created.

Does this have to do something with the server or is it something with the
ticket system itself.

This problem started on May 26th.Due to some minor problems in the lab I
shut down the server and rebooted it on 17th May.Do  I have to start the
rt-server or something??.Any suggestions will be appreciated.

Thanks,
Arjun
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From theillien at yahoo.com  Sat Jun  9 06:22:16 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sat, 09 Jun 2007 06:22:16 -0400
Subject: [rt-users] Time Left = '0'
Message-ID: <466A7F58.6090007@yahoo.com>

I'm trying to write a script that will provide all tickets with a time left of
0.  This caused me to stumble upon something interesting.  Every single ticket
(to include those far from being due) has a Time Left value of '0'.  I'm using
3.6.1 but I'm also using the user submitted rt-escalate script which doesn't
affect the Last Updated field when each ticket's priority is upped.  Has anyone
else noticed this or have I possibly inflicted this upon myself?

Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From sc2 at gmx.at  Sat Jun  9 08:49:52 2007
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Sat, 9 Jun 2007 14:49:52 +0200
Subject: [rt-users] questions on CC,
	and mass update + Develope Version Changelog?
Message-ID: <001a01c7aa94$acbf04f0$6bda6c50@bernhard>

Dear Users
2 Questions Problems
a.) I have a script > Globus for all queues.

>Bei Korrespondenz Benachrichtige die Klienten und CCs mit der Vorlage 
>Korrespondenz

Should be on english something like
at correspon, answer clients and ccs, with template coresponse.

But when i answer to a user, only he gets the email, not the user i type in 
as CC in the CC field.
any ideas?

b.) Is there a way to Forward a Ticket (the content) complete via E-Mail to 
a user?
thanks

c.) Is there yet a changelog for the develope version 3.7.x i cant find it 
in package

friendly regards
richard



From ruz at bestpractical.com  Sun Jun 10 04:31:02 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sun, 10 Jun 2007 12:31:02 +0400
Subject: [rt-users] questions on CC,
	and mass update + Develope Version Changelog?
In-Reply-To: <001a01c7aa94$acbf04f0$6bda6c50@bernhard>
References: <001a01c7aa94$acbf04f0$6bda6c50@bernhard>
Message-ID: <589c94400706100131t1d43d960l1f87bba2eca146b3@mail.gmail.com>

On 6/9/07, sc2 at gmx.at <sc2 at gmx.at> wrote:
> Dear Users
> 2 Questions Problems
> a.) I have a script > Globus for all queues.
>
> >Bei Korrespondenz Benachrichtige die Klienten und CCs mit der Vorlage
> >Korrespondenz
>
> Should be on english something like
> at correspon, answer clients and ccs, with template coresponse.
>
> But when i answer to a user, only he gets the email, not the user i type in
> as CC in the CC field.
> any ideas?
on the reply page Cc and Bcc fields work only once and you should have
'Notify other recipients' scrip enabled.
http://wiki.bestpractical.com/view/ScripAction

>
> b.) Is there a way to Forward a Ticket (the content) complete via E-Mail to
> a user?
> thanks
In 3.7 latest.

>
> c.) Is there yet a changelog for the develope version 3.7.x i cant find it
> in package
no, not yet

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


-- 
Best regards, Ruslan.


From sc2 at gmx.at  Sun Jun 10 08:44:25 2007
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Sun, 10 Jun 2007 14:44:25 +0200
Subject: [rt-users] Mysql / 4.x to 5.x user with Rt3
Message-ID: <002a01c7ab5d$140ea200$6bda6c50@bernhard>

hello
i know this is not a mysql maillist but i think it has to do with rt3.
Should i do something else when i use mysql 5 instead of 4 (i used before)
Cause i cant dump now rt3 for backup cause of a failure on Attachments 
table.
The other tables are "repaird/upgrade" successfull

when i make check tables attachments, i get the information
rt3.Attachments | check | error    | Table upgrade required. Please do
"REPAIR TABLE `Attachments`" to fix it! |

when i do this, or  mysqlcheck --check-upgrade --all-databases --auto-repair
all is fine, he says tables repair but the table is still (after a new
check) not "Upgrade" all other tables are.

Cause of this , i cant dump the database, (he crash, with this failure)
any ideas (?) it is a InnoDB Format.

i forgot to wrote what happens after repair
mysql> REPAIR TABLE Attachments;
+-----------------+--------+----------+-----------------------------+
| Table           | Op     | Msg_type | Msg_text                    |
+-----------------+--------+----------+-----------------------------+
| rt3.Attachments | repair | status   | Table is already up to date |
+-----------------+--------+----------+-----------------------------+
1 row in set, 1 warning (6 min 30.36 sec)

thanks
friendly regards 



From Robert.Grasso at cedrat.com  Mon Jun 11 04:04:00 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Mon, 11 Jun 2007 10:04:00 +0200
Subject: [rt-users] Vacation messages - how to keep out of RT?
In-Reply-To: <4669730B.5040003@oracle.com>
Message-ID: <NGBBLJJLDKGDEEDPHOBACELMAFAB.Robert.Grasso@cedrat.com>

Depending on your configuration, you could setup procmail rules.

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com
---
Support service       : mailto:support at cedrat.com
Commercial service : mailto:cedrat at cedrat.com
Web site                  : http://www.cedrat.com



> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Joe
> Casadonte
> Sent: Friday, June 08, 2007 5:18 PM
> To: Rt-Users
> Subject: [rt-users] Vacation messages - how to keep out of RT?
>
>
> As we approach the summer vacation period, more and more people are
> setting their Out Of Office/Vacation email auto-replies, and they are
> cluttering up my lovely RT.  Does anyone know of a way to easily
> identify and ignore these?
>
> --
> Regards,
>
>
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
>
> ==========                                                  ==========
> == The statements and opinions expressed here are my own and do not ==
> == necessarily represent those of Oracle Corporation.               ==
> ==========                                                  ==========
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From eugenia at eecg.toronto.edu  Mon Jun 11 10:29:33 2007
From: eugenia at eecg.toronto.edu (Eugenia Distefano)
Date: Mon, 11 Jun 2007 10:29:33 -0400 (EDT)
Subject: [rt-users] RT-Extension-CommandByMail: salutations cause Extended
 mailgate error
Message-ID: <Pine.GSO.4.58.0706110950470.23449@catnip.eecg.toronto.edu>

Hi.

We are a team of sysadmins and use RT to track users' requests.
We are currently running RT 3.6.1 with RT-Extension-CommandByMail-0.05
on Solaris 2.8.

We have had several occasions where correspondence from users
including a salutation with one of the sysadmins' name followed by
a colon triggered an "Extended mailgate error" because of the unknown
command (i.e., "Jim:", "Matthew:", etc.). The user's message actually
goes through, but the users are very confused by the error message.

I looked very quicky at the extension's code and will likely
add a few lines to TakeAction.pm so that the error message is
only sent out if it is generated by a message whose sender is
one of us sysadmins -- to avoid confusion for the users.  I am,
of course, aware that this would be a really ugly fix, but it is
quick and easy: I am not a perl programmer and don't have the
time to go through the source to look for a better solution.

I was wondering if anyone else had encountered this problem
and had a better fix that I could copy. :)

Thanks.

---
Eugenia Distefano <eugenia AT eecg.toronto.edu> Office: GB254C
Research Computing Services Manager             Phone:  Tel: (416) 946-5379
Dept. of Electrical and Computer Engineering
University of Toronto



From jbrodley at sumtotalsystems.com  Mon Jun 11 11:30:59 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Mon, 11 Jun 2007 08:30:59 -0700
Subject: [rt-users] Vacation messages - how to keep out of RT?
In-Reply-To: <NGBBLJJLDKGDEEDPHOBACELMAFAB.Robert.Grasso@cedrat.com>
References: <4669730B.5040003@oracle.com>
	<NGBBLJJLDKGDEEDPHOBACELMAFAB.Robert.Grasso@cedrat.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D043F6E28@blv-exch1.sumtotalsystems.com>

Well our solution wasn't elegant or sexy, but it was effective. Since RT runs out of an exchange mailbox at our company, we just created a rule on the mailbox to delete anything with the subject that contains "out of the office".

Crude but effective. 


Justin Brodley?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Grasso
Sent: Monday, June 11, 2007 1:04 AM
To: Rt-Users
Subject: RE: [rt-users] Vacation messages - how to keep out of RT?

Depending on your configuration, you could setup procmail rules.

---
Robert GRASSO
System Engineer

CEDRAT
15, Chemin de Malacher - Inovall?e - 38246 MEYLAN Cedex - FRANCE
Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
mailto:Robert.Grasso at cedrat.com
---
Support service       : mailto:support at cedrat.com
Commercial service : mailto:cedrat at cedrat.com
Web site                  : http://www.cedrat.com



> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Joe
> Casadonte
> Sent: Friday, June 08, 2007 5:18 PM
> To: Rt-Users
> Subject: [rt-users] Vacation messages - how to keep out of RT?
>
>
> As we approach the summer vacation period, more and more people are
> setting their Out Of Office/Vacation email auto-replies, and they are
> cluttering up my lovely RT.  Does anyone know of a way to easily
> identify and ignore these?
>
> --
> Regards,
>
>
> joe
> Joe Casadonte
> joe.casadonte at oracle.com
>
> ==========                                                  ==========
> == The statements and opinions expressed here are my own and do not ==
> == necessarily represent those of Oracle Corporation.               ==
> ==========                                                  ==========
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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

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


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



From rwerner at usscript.com  Mon Jun 11 12:09:27 2007
From: rwerner at usscript.com (Robert G. Werner)
Date: Mon, 11 Jun 2007 09:09:27 -0700
Subject: [rt-users] RT-Extension-CommandByMail: salutations cause Extended
	mailgate error
In-Reply-To: <Pine.GSO.4.58.0706110950470.23449@catnip.eecg.toronto.edu>
References: <Pine.GSO.4.58.0706110950470.23449@catnip.eecg.toronto.edu>
Message-ID: <466D73B7.7010701@usscript.com>

Eugenia Distefano wrote:
> Hi.
> 
> We are a team of sysadmins and use RT to track users' requests.
> We are currently running RT 3.6.1 with RT-Extension-CommandByMail-0.05
> on Solaris 2.8.
[snip]
I pre-filter messages going into an RT queue and remove the colons (:) 
after the first word on a line.  I send the messages to a command from 
procmail that then forwards the munged message to the queue's mailgate.

-- 
Robert G. Werner (Network Systems Administrator)
rwerner at usscript.com

559.244.3734

If only you had a personality instead of an attitude.


From Sean.Edge at mtvnmix.com  Mon Jun 11 12:28:10 2007
From: Sean.Edge at mtvnmix.com (Edge, Sean)
Date: Mon, 11 Jun 2007 12:28:10 -0400
Subject: [rt-users] Display scrip transactions in "Results:"
Message-ID: <9DB5A62CCC96094EBA95F593C589CE1638B755@LAZYTOWN.mtvn.ad.viacom.com>

I created a Scrip to make sure that "Time Worked" is not zero when a
ticket is 'resolved'.  If there is no "Time Worked" defined then I set
the ticket status back to 'open' and log a comment.  Here's the code:

*****************
if ((! defined($self->TicketObj->TimeWorked) ||
   ($self->TicketObj->TimeWorked == 0)) { 
    my ($id, $msg) = $self->TicketObj->SetStatus("open");
    $self->TicketObj->Comment(Content => "You must set the Time
Worked!");
}
return 1;
*****************

I would like to display the transaction ('resolved' => 'open') and
possibly the message when it goes back to display the changes made to
the ticket.  Currently here's all it displays:

*****************
Results 

*	Ticket 32: Status changed from 'open' to 'resolved'
*****************

Does anyone have any idea how to do this?  Otherwise they will probably
be confused when the result shows that the ticket was resolved but it's
still open and they may not notice the comment at the end of the thread.

Thanks for any insight/help.

-Sean



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From Sean.Edge at mtvnmix.com  Mon Jun 11 13:04:59 2007
From: Sean.Edge at mtvnmix.com (Edge, Sean)
Date: Mon, 11 Jun 2007 13:04:59 -0400
Subject: [rt-users] Display scrip transactions in "Results:"
In-Reply-To: <9DB5A62CCC96094EBA95F593C589CE1638B755@LAZYTOWN.mtvn.ad.viacom.com>
References: <9DB5A62CCC96094EBA95F593C589CE1638B755@LAZYTOWN.mtvn.ad.viacom.com>
Message-ID: <9DB5A62CCC96094EBA95F593C589CE1638B756@LAZYTOWN.mtvn.ad.viacom.com>

I forgot to mention we are using RT: 3.6.3.
 
Thanks again,
Sean

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Edge,
Sean
Sent: Monday, June 11, 2007 12:28 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Display scrip transactions in "Results:"



I created a Scrip to make sure that "Time Worked" is not zero when a
ticket is 'resolved'.  If there is no "Time Worked" defined then I set
the ticket status back to 'open' and log a comment.  Here's the code:

***************** 
if ((! defined($self->TicketObj->TimeWorked) || 
   ($self->TicketObj->TimeWorked == 0)) { 
    my ($id, $msg) = $self->TicketObj->SetStatus("open"); 
    $self->TicketObj->Comment(Content => "You must set the Time
Worked!"); 
} 
return 1; 
***************** 

I would like to display the transaction ('resolved' => 'open') and
possibly the message when it goes back to display the changes made to
the ticket.  Currently here's all it displays:

***************** 
Results 

*	Ticket 32: Status changed from 'open' to 'resolved' 

***************** 

Does anyone have any idea how to do this?  Otherwise they will probably
be confused when the result shows that the ticket was resolved but it's
still open and they may not notice the comment at the end of the thread.

Thanks for any insight/help. 

-Sean 

 



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privileged.  If you received this email in error, please immediately
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From jalspach at shastacoe.org  Mon Jun 11 13:32:16 2007
From: jalspach at shastacoe.org (James Alspach)
Date: Mon, 11 Jun 2007 10:32:16 -0700
Subject: [rt-users] I fixed it <was "I Broke It">
Message-ID: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABD2@EXCHANGE08.shastalink.k12.ca.us>

While I am not sure what the problem was or what caused it, I dropped
the database and reinitialized it. Since this was a newly installed test
system, that was an option.  
It now works.  The next step will be to install RTFM and see if the
problem comes back up.  Fortunately, this time, I took a snap shot of
the vm in this working state.
Now that it works the real hard part is here... I need to sell the
higher ups that we ("I" is really more accurate here) think we should
move to RT from TrackIT.


Thanks;
James




James Alspach
Systems Applications Technician
Shasta County Office of Education

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of James Alspach
> Sent: Friday, June 08, 2007 8:58 AM
> To: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: I broke it
> 
> I do not know if it really applies to my issue but, I just tested
> rt-mailgate and it seems to work just fine.  I used the example from
the
> rt3.6-clients/README.Debian and it created a ticket right away.
> 
> James
> 
> 
> 
> 
> James Alspach
> Systems Applications Technician
> Shasta County Office of Education
> 
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> > bounces at lists.bestpractical.com] On Behalf Of James Alspach
> > Sent: Friday, June 08, 2007 8:51 AM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] RE: I broke it
> >
> > It has been suggested that it may help if I posted my RT_SiteConfig
> file
> > so... here it is.
> > Only the names and passwords have been removed to protect the
guilty.
> > The only thing I see that may be causing a problem (but really, if I
> > knew enough to self diagnose I would not be here asking for help.)
is
> > that I have sendmail instead of sendmailpipe.  I have tried this
both
> > ways making sure to change the next line as well to add or remove
the
> > -t.  I get the same results either way.
> > The reason I changed this was that I did not seem to have a
> sendmailpipe
> > command on my system (Debian etch) however, looking at the exim4
> config
> > makes me thing I should leave it in.
> > I am going to try running rt-mailgate from the command line to see
if
> > that works although my understanding is that that system is more for
> the
> > inbound side of things which can wait a little bit.
> >
> > Thank you for any help;
> > James
> >
> >
> >
> > James Alspach
> > Systems Applications Technician
> > Shasta County Office of Education
> >
> >
> > -----Original Message-----
> > From: root [mailto:root at shastacoe.org]
> > Sent: Friday, June 08, 2007 8:28 AM
> > To: James Alspach
> > Subject: RT_SiteConfig
> >
> > # RT_SiteConfig.pm
> > #
> > # These are the bits you absolutely *must* edit.
> > #
> > # To find out how, please read
> > #   /usr/share/doc/request-tracker3.6/NOTES.Debian
> >
> > # THE BASICS:
> >
> > Set($rtname, 'shastacoe.org');
> > Set($Organization, 'shastacoe.org');
> >
> > Set($CorrespondAddress , 'rt at shastacoe.org');
> > Set($CommentAddress , 'rt-comment at shastacoe.org');
> >
> > Set($Timezone , 'America/Los_Angeles'); # obviously choose what
suits
> > you
> >
> > # THE DATABASE:
> >
> > Set($DatabaseType, 'Pg'); # e.g. Pg or mysql
> >
> > # These are the settings we used above when creating the RT
database,
> > # you MUST set these to what you chose in the section above.
> >
> > Set($DatabaseUser , 'rtdbadminuser');
> > Set($DatabasePassword , 'rtdbadminuserpassword');
> > Set($DatabaseName , 'rtdatabase');
> >
> > # The domain name of your database server
> > # If you're running mysql and it's on localhost,
> > # leave it blank for enhanced performance
> > Set($DatabaseHost   , '');
> > Set($DatabaseRTHost , '');
> >
> >
> > # THE WEBSERVER:
> >
> > Set($WebPath , "/rt");
> > #Set($WebBaseURL , "http://shastacoe.org");
> > Set($WebBaseURL , "http://10.1.3.82");
> >
> >
> >
> > # {{{ Incoming mail gateway configuration
> >
> > # OwnerEmail is the address of a human who manages RT. RT will send
> > # errors generated by the mail gateway to this address.  This
address
> > # should _not_ be an address that's managed by your RT instance.
> >
> > Set($OwnerEmail , 'jalspach at shastacoe.org');
> >
> > # sprintf() format of the friendly 'From:' header; its arguments
> > # are SenderName and SenderEmailAddress.
> > Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
> >
> > # RT can optionally set a "Friendly" 'To:' header when sending
> messages
> > to
> > # Ccs or AdminCcs (rather than having a blank 'To:' header.
> >
> > # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
> > # If you are using sendmail, rather than postfix, qmail, exim or
some
> > other MTA,
> > # you _must_ disable this option.
> >
> > Set($UseFriendlyToLine , 1);
> >
> >
> > # {{{ Web interface configuration
> >
> > # $LogoURL points to the URL of the RT logo displayed in the web UI
> >
> > Set($LogoURL , $WebImagesURL . "bplogo.gif");
> >
> > # If PreferRichText is set to a true value, RT will show HTML/Rich
> text
> > # messages in preference to their plaintext alternatives. RT
"scrubs"
> > the
> > # html to show only a minimal subset of HTML to avoid possible
> > contamination
> > # by cross-site-scripting attacks.
> > Set($PreferRichText, 1);
> >
> >
> > # By default, RT shows newest transactions at the bottom of the
ticket
> > # history page, if you want see them at the top set this to '0'.
> >
> > Set($OldestTransactionsFirst, '0');
> >
> >
> > #Sendmail Configuration
> >
> > # $MailCommand defines which method RT will use to try to send mail
> > # We know that 'sendmailpipe' works fairly well.
> > # If 'sendmailpipe' doesn't work well for you, try 'sendmail'
> > #
> > # Note that you should remove the '-t' from $SendmailArguments
> > # if you use 'sendmail' rather than 'sendmailpipe'
> >
> > Set($MailCommand , 'sendmail');
> >
> > # $SendmailArguments defines what flags to pass to $Sendmail
> > # assuming you picked 'sendmail' or 'sendmailpipe' as the
$MailCommand
> > above.
> > # If you picked 'sendmailpipe', you MUST add a -t flag to
> > $SendmailArguments
> >
> > # These options are good for most sendmail wrappers and workalikes
> > Set($SendmailArguments , "-oi");
> >
> >
> > 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
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Mon Jun 11 13:59:18 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Mon, 11 Jun 2007 13:59:18 -0400
Subject: [rt-users] I fixed it <was "I Broke It">
In-Reply-To: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABD2@EXCHANGE08.shastalink.k12.ca.us>
References: <D87C1436D1DECB4A8FEB646F4FFDCE860519ABD2@EXCHANGE08.shastalink.k12.ca.us>
Message-ID: <7314881427FC8A4081673E8CEEA79249044E3CEE@EXMIAMI01.compupay.com>

James,
  We are an RT shop, formerly TrackIT! shop.  Feel free to e-mail me
offline (don't want to bore the list) to discuss why RT is so much
better than TrackIT! :)

Helmuth

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of James
Alspach
Sent: Monday, June 11, 2007 1:32 PM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] I fixed it <was "I Broke It">

While I am not sure what the problem was or what caused it, I dropped
the database and reinitialized it. Since this was a newly installed test
system, that was an option.  
It now works.  The next step will be to install RTFM and see if the
problem comes back up.  Fortunately, this time, I took a snap shot of
the vm in this working state.
Now that it works the real hard part is here... I need to sell the
higher ups that we ("I" is really more accurate here) think we should
move to RT from TrackIT.


Thanks;
James




James Alspach
Systems Applications Technician
Shasta County Office of Education

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of James Alspach
> Sent: Friday, June 08, 2007 8:58 AM
> To: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RE: I broke it
> 
> I do not know if it really applies to my issue but, I just tested
> rt-mailgate and it seems to work just fine.  I used the example from
the
> rt3.6-clients/README.Debian and it created a ticket right away.
> 
> James
> 
> 
> 
> 
> James Alspach
> Systems Applications Technician
> Shasta County Office of Education
> 
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> > bounces at lists.bestpractical.com] On Behalf Of James Alspach
> > Sent: Friday, June 08, 2007 8:51 AM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] RE: I broke it
> >
> > It has been suggested that it may help if I posted my RT_SiteConfig
> file
> > so... here it is.
> > Only the names and passwords have been removed to protect the
guilty.
> > The only thing I see that may be causing a problem (but really, if I
> > knew enough to self diagnose I would not be here asking for help.)
is
> > that I have sendmail instead of sendmailpipe.  I have tried this
both
> > ways making sure to change the next line as well to add or remove
the
> > -t.  I get the same results either way.
> > The reason I changed this was that I did not seem to have a
> sendmailpipe
> > command on my system (Debian etch) however, looking at the exim4
> config
> > makes me thing I should leave it in.
> > I am going to try running rt-mailgate from the command line to see
if
> > that works although my understanding is that that system is more for
> the
> > inbound side of things which can wait a little bit.
> >
> > Thank you for any help;
> > James
> >
> >
> >
> > James Alspach
> > Systems Applications Technician
> > Shasta County Office of Education
> >
> >
> > -----Original Message-----
> > From: root [mailto:root at shastacoe.org]
> > Sent: Friday, June 08, 2007 8:28 AM
> > To: James Alspach
> > Subject: RT_SiteConfig
> >
> > # RT_SiteConfig.pm
> > #
> > # These are the bits you absolutely *must* edit.
> > #
> > # To find out how, please read
> > #   /usr/share/doc/request-tracker3.6/NOTES.Debian
> >
> > # THE BASICS:
> >
> > Set($rtname, 'shastacoe.org');
> > Set($Organization, 'shastacoe.org');
> >
> > Set($CorrespondAddress , 'rt at shastacoe.org');
> > Set($CommentAddress , 'rt-comment at shastacoe.org');
> >
> > Set($Timezone , 'America/Los_Angeles'); # obviously choose what
suits
> > you
> >
> > # THE DATABASE:
> >
> > Set($DatabaseType, 'Pg'); # e.g. Pg or mysql
> >
> > # These are the settings we used above when creating the RT
database,
> > # you MUST set these to what you chose in the section above.
> >
> > Set($DatabaseUser , 'rtdbadminuser');
> > Set($DatabasePassword , 'rtdbadminuserpassword');
> > Set($DatabaseName , 'rtdatabase');
> >
> > # The domain name of your database server
> > # If you're running mysql and it's on localhost,
> > # leave it blank for enhanced performance
> > Set($DatabaseHost   , '');
> > Set($DatabaseRTHost , '');
> >
> >
> > # THE WEBSERVER:
> >
> > Set($WebPath , "/rt");
> > #Set($WebBaseURL , "http://shastacoe.org");
> > Set($WebBaseURL , "http://10.1.3.82");
> >
> >
> >
> > # {{{ Incoming mail gateway configuration
> >
> > # OwnerEmail is the address of a human who manages RT. RT will send
> > # errors generated by the mail gateway to this address.  This
address
> > # should _not_ be an address that's managed by your RT instance.
> >
> > Set($OwnerEmail , 'jalspach at shastacoe.org');
> >
> > # sprintf() format of the friendly 'From:' header; its arguments
> > # are SenderName and SenderEmailAddress.
> > Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
> >
> > # RT can optionally set a "Friendly" 'To:' header when sending
> messages
> > to
> > # Ccs or AdminCcs (rather than having a blank 'To:' header.
> >
> > # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
> > # If you are using sendmail, rather than postfix, qmail, exim or
some
> > other MTA,
> > # you _must_ disable this option.
> >
> > Set($UseFriendlyToLine , 1);
> >
> >
> > # {{{ Web interface configuration
> >
> > # $LogoURL points to the URL of the RT logo displayed in the web UI
> >
> > Set($LogoURL , $WebImagesURL . "bplogo.gif");
> >
> > # If PreferRichText is set to a true value, RT will show HTML/Rich
> text
> > # messages in preference to their plaintext alternatives. RT
"scrubs"
> > the
> > # html to show only a minimal subset of HTML to avoid possible
> > contamination
> > # by cross-site-scripting attacks.
> > Set($PreferRichText, 1);
> >
> >
> > # By default, RT shows newest transactions at the bottom of the
ticket
> > # history page, if you want see them at the top set this to '0'.
> >
> > Set($OldestTransactionsFirst, '0');
> >
> >
> > #Sendmail Configuration
> >
> > # $MailCommand defines which method RT will use to try to send mail
> > # We know that 'sendmailpipe' works fairly well.
> > # If 'sendmailpipe' doesn't work well for you, try 'sendmail'
> > #
> > # Note that you should remove the '-t' from $SendmailArguments
> > # if you use 'sendmail' rather than 'sendmailpipe'
> >
> > Set($MailCommand , 'sendmail');
> >
> > # $SendmailArguments defines what flags to pass to $Sendmail
> > # assuming you picked 'sendmail' or 'sendmailpipe' as the
$MailCommand
> > above.
> > # If you picked 'sendmailpipe', you MUST add a -t flag to
> > $SendmailArguments
> >
> > # These options are good for most sendmail wrappers and workalikes
> > Set($SendmailArguments , "-oi");
> >
> >
> > 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
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com


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

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


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


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From JStark at sumtotalsystems.com  Mon Jun 11 13:59:40 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Mon, 11 Jun 2007 10:59:40 -0700
Subject: FW: [rt-users] UnPriv User - Attachment Custom Fields
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03984916@mtn-exch1.sumtotalsystems.com>

Reposting....
 
 
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).
 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff
Stark
Sent: Wednesday, June 06, 2007 1:17 PM
To: rt-users
Subject: [rt-users] UnPriv User - Attachment Custom Fields


Hello,
 
We have some custom fields that are for attachments....when the un-priv
user (in self service) clicks the link, it takes them to the default
self service page.
 
Can anyone tell me what permissions I need to change to allow the user
to get to /Downloads/CustomFieldValue/dhandler?
 
I have looked at Linux file permissions and am not sure where else to
look.  I don't see anything in Apache, I am sure its something silly
that I am just not thinking of.
 
Please advise,
 
-Stark
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From bj_5150 at yahoo.com  Mon Jun 11 16:51:12 2007
From: bj_5150 at yahoo.com (o o)
Date: Mon, 11 Jun 2007 13:51:12 -0700 (PDT)
Subject: [rt-users] How to setup company ticket admins (unprivileged)
Message-ID: <859855.22328.qm@web54409.mail.yahoo.com>

I have several clients that I support, and I'm trying to setup RT so that for each client, one or more people could be defined as 'admins' (unprivileged) who can see all the tickets in their respective queue. I would like them to be able to see them via the web, instead of being setup as watchers and getting bombarded with e-mails. I see two different ways of doing this, and looking to see if anyone has implemented this (and maybe has a better way of doing it as such). As it stands right now, I have scrip on the general queue which sorts the e-mails based on e-mail domain.


Option one:

I have a user defined group called 'example.com' with no global permissions. I gave this group the following permissions on the respective queue (queue also called 'example.com'): CommentOnTicket, CreateTicket, SeeQueue, ShowTicket. I put an unprivileged user in this group. When I login as that user, I can only see tickets owned by that user, I can't see the other tickets. Kinda stuck as to why this is.

Option two:
Use the AddRequestor scrip available on the wiki to add my 'ticket admins' as requestors to tickets submitted by users. Then use a variant of the OnCreateAutoReplyException scrip to filter out e-mails so they only go to the original/actual requestor (and not the ticket admins). However, not sure how to work around when they submit their own tickets. I suppose I can either do the hack workaround (create two accounts, one for them to submit tickets as a regular user and one to view all the tickets. Or the more elegant way would be, assuming the requestors are stored as an array/list, to send replys to only the first element (which would be the original requestor) and ignore the rest (the ticket admins added via the scrip). Sorry if I'm not using the right terminology, but my perl skills are non-existent. But I think the logic is sound.

Anyways, not looking to recreate the wheel here, so if anyone has been down this path before, please speak up! 


TIA


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From jplatter at vortexit.net  Mon Jun 11 18:34:27 2007
From: jplatter at vortexit.net (Jeff Platter)
Date: Mon, 11 Jun 2007 18:34:27 -0400
Subject: [rt-users] Custom fields and CommandByEmail
Message-ID: <014801c7ac78$ac0b6770$04223650$@net>

I have created a custom field named Work Completed. It is a fill in one
textarea. I have the RT extension CommandByEmail installed and it is working
just fine for all the normal stuff. However I can't seem to get it to
recognize the custom field. I guess I just don't know what syntax I need to
use to update this field via email.

 

I've tried all different variations of CF.WorkCompleted and
CustomField.WorkCompleted and I've tried work completed as two words and all
different  sorts of combinations. 

 

Can someone plz shed some light on this for me?

 

Thanks,

-Jeff


-- 
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dangerous content by MailScanner, and is
believed to be clean.

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From ruz at bestpractical.com  Mon Jun 11 19:51:29 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 12 Jun 2007 03:51:29 +0400
Subject: [rt-users] Custom fields and CommandByEmail
In-Reply-To: <014801c7ac78$ac0b6770$04223650$@net>
References: <014801c7ac78$ac0b6770$04223650$@net>
Message-ID: <589c94400706111651ubb2d169i64e289822ead66c2@mail.gmail.com>

CF.{Work Completed}
or
CustomField.{Work Completed}

On 6/12/07, Jeff Platter <jplatter at vortexit.net> wrote:
>
>
>
>
> I have created a custom field named Work Completed. It is a fill in one
> textarea. I have the RT extension CommandByEmail installed and it is working
> just fine for all the normal stuff. However I can't seem to get it to
> recognize the custom field. I guess I just don't know what syntax I need to
> use to update this field via email.
>
>
>
> I've tried all different variations of CF.WorkCompleted and
> CustomField.WorkCompleted and I've tried work completed as two words and all
> different  sorts of combinations.
>
>
>
> Can someone plz shed some light on this for me?
>
>
>
> Thanks,
>
> -Jeff
> --
> This message has been scanned for viruses and
> dangerous content by MailScanner, and is
> believed to be clean.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 plnnightsky at yahoo.com  Mon Jun 11 21:39:55 2007
From: plnnightsky at yahoo.com (pln sky)
Date: Mon, 11 Jun 2007 18:39:55 -0700 (PDT)
Subject: [rt-users] added user can't see queues
Message-ID: <457609.45771.qm@web34811.mail.mud.yahoo.com>

 add a new user to RT 3.4.5 and then logged in as this user.  I did not
give this user granted rights (Administrator rights).  When I login the
user has three choices on the left (Open Ticket, Close Ticket, New
Ticket) and on the top right Goto Ticket.

When I select new ticket.  I get a heading 
"Select a queue for your new ticket
" and nothing under it to select.  I then login as Administrator and added a Queue, tried again with the same results.  

What do I need to do?



       
____________________________________________________________________________________
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From Uli.Staerk at globalways.net  Tue Jun 12 03:57:02 2007
From: Uli.Staerk at globalways.net (Uli Staerk)
Date: Tue, 12 Jun 2007 09:57:02 +0200
Subject: AW: [rt-users] REST - Edit Ticket
Message-ID: <F91A18B8B41BEA4496988E928B3AAE6D459D7E@EX01.hosted.globalways.net>

Nobody an idea?
 
----------
Hello,

at the moment I'm trying to modify an existing ticket by the Rest
Interface. But it doesn't work as expected. How must the request look
like, that I can modify a Ticket?

The following does _NOT_ work:

2007-06-08 12:01:32.839:
-------------------------------------------------
2007-06-08 12:01:32.839: curlDoRequest: Method: POST
2007-06-08 12:01:32.839: curlDoRequest:
https://xxxx/rt/REST/1.0/ticket/edit
2007-06-08 12:01:32.839: curlDoRequest: Port: 80
2007-06-08 12:01:32.839: curlDoRequest: Header: Cookie: RT_SID_xxx=xxx;
2007-06-08 12:01:32.839: curlDoRequest: Data: # create ticket request
    id: ticket/16579
    Status: new
2007-06-08 12:01:32.895: Request successful!
2007-06-08 12:01:32.895: --HEADER
FOLLOWING-------------------------------
2007-06-08 12:01:32.895: HTTP/1.1 200 OK
    Date: Fri, 08 Jun 2007 10:04:24 GMT
    Server: Apache
    Transfer-Encoding: chunked
    Content-Type: text/plain; charset=utf-8
    
    
2007-06-08 12:01:32.895: --BODY
FOLLOWING---------------------------------
2007-06-08 12:01:32.895: RT/3.4.5 400 Bad Request
    
    No objects specified.
    
2007-06-08 12:01:32.895:
-------------------------------------------------


And how can I create tickets using the REST Interface?
_______________________________________________
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Commercial support: sales at bestpractical.com


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Buy a copy at http://rtbook.bestpractical.com


From justin.hayes at orbisuk.com  Tue Jun 12 06:56:00 2007
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Tue, 12 Jun 2007 11:56:00 +0100
Subject: [rt-users] Global Default Search Display Options? Is thispossible?
In-Reply-To: <1F0EE185-268A-4380-B991-3495BDD94747@orbisuk.com>
References: <6FA9CD92-A356-4389-80C4-759FC85B9751@orbisuk.com>
	<1F0EE185-268A-4380-B991-3495BDD94747@orbisuk.com>
Message-ID: <ED186464-7EF9-4147-80F1-8CEB7DD9BCE5@orbisuk.com>

Just in case it's of interest I found what I want in RT_Config.pm:

# $DefaultSearchResultFormat is the default format for RT search results
.
.


------------------------------------------------------
Justin Hayes
Support Manager
justin.hayes at orbisuk.com



On 7 Jun 2007, at 10:22, Justin Hayes wrote:

> Hmm I've hacked User_Overlay.pm to create the preference when  
> creating a new user. Not sure if there's a better way but it seems  
> to work.... Still no default option either.
>
> rt at ceres:~/local/lib/RT$ diff ../../../lib/RT/User_Overlay.pm  
> User_Overlay.pm
> 327a328,339
> >     # need to hack in out custom display columns preferences
> >     # so users get a nice 1-line results display rather than the  
> default 2-line
> >     my $attr = RT::Attribute->new ($self->CurrentUser);
> >     my ($attr_id, $attr_msg) = $attr->Create (Name => "Pref- 
> SearchDisplay", Content =>  
> "BQcDAAAABBcPQVNDfEFTQ3xBU0N8QVNDAAAABU9yZGVyFwJpZAAAAAdPcmRlckJ5FwI1M 
> AAAAAtSb3dzUGVyUGFnZRgAAAFqJyAgIDxCPjxBIEhSRUY9Ii9UaWNrZXQvRGlzcGxheS5 
> odG1sP2lkPV9faWRfXyI 
> +X19pZF9fPC9hPjwvQj4vVElUTEU6IycsDQonX19RdWV1ZU5hbWVfXycsDQonX19TdGF0d 
> XNfXycsDQonX19Qcmlvcml0eV9fJywNCic8Qj48QSBIUkVGPSIvVGlja2V0L0Rpc3BsYXk 
> uaHRtbD9pZD1fX2lkX18iPl9fU3ViamVjdF9fPC9hPjwvQj4vVElUTEU6U3ViamVjdCcsD 
> QonPHNtYWxsPl9fUmVxdWVzdG9yc19fPC9zbWFsbD4nLA0KJzxzbWFsbD5fX0NyZWF0ZWR 
> SZWxhdGl2ZV9fPC9zbWFsbD4nLA0KJ19fT3duZXJOYW1lX18nLA0KJzxzbWFsbD5fX0xhc 
> 3RVcGRhdGVkUmVsYXRpdmVfXzwvc21hbGw 
> +JywNCidfX1Jlc29sdmVkUmVsYXRpdmVfXycAAAAGRm9ybWF0", ContentType =>  
> "storable", ObjectType => "RT::User", ObjectId => "$id", Object =>  
> $self);
> >
> >     unless ($attr_id) {
> >         $RT::Logger->crit("Could not add search display  
> preference on user creation. Aborted");
> >         $RT::Logger->crit($attr_msg);
> >         $RT::Handle->Rollback();
> >         return ( 0, $self->loc('Could not create user') );
> >     }
> >
>
> ------------------------------------------------------
> Justin Hayes
> Support Manager
> justin.hayes at orbisuk.com
>
>
>
> On 7 Jun 2007, at 09:51, Justin Hayes wrote:
>
>> I'm using 3.6.3. You can set up a global default At A Glance  
>> layout in the options, which is great.
>>
>> However I can't find any way to set up a global set of 'Search  
>> Options' ie the columns returned by searches.
>>
>> I don't like the 2-line display and also want to change columns  
>> shown for my users, some of which work in other companies to mine.  
>> I don't want to have to update the preferences for a user every  
>> time I add one, and if they alter their own there seems to be no  
>> way for them to reset back to a default.
>>
>> Currently I'm inserting a Pref-SearchDisplay row into the  
>> Attributes table when migrating users from my current system, but  
>> once the migration is done and we're live I don't want to have to  
>> be hacking the DB data to reset a user's options.
>>
>> Any help appreciated.....
>>
>> 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

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From StakowskiM at prokom.pl  Tue Jun 12 09:14:15 2007
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Tue, 12 Jun 2007 15:14:15 +0200
Subject: [rt-users] autoreplay to all CC on ticket creation
Message-ID: <OFF64E4030.52D4D9C8-ONC12572F8.004798AA-C12572F8.0046B245@prokom.pl>

                                Hello list,

        Our users would like that autoreplay be  sent to all named in cc 
field of requestor's mail. I think that it could be done. Unfortunately I 
have no experience in scrips. So I would really appreciate some help.

Best regards

Mariusz

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From KFCrocker at lbl.gov  Tue Jun 12 11:49:17 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 12 Jun 2007 08:49:17 -0700
Subject: [rt-users] autoreplay to all CC on ticket creation
In-Reply-To: <OFF64E4030.52D4D9C8-ONC12572F8.004798AA-C12572F8.0046B245@prokom.pl>
References: <OFF64E4030.52D4D9C8-ONC12572F8.004798AA-C12572F8.0046B245@prokom.pl>
Message-ID: <466EC07D.9080600@lbl.gov>

Mariusz,


	Why specifically the autoreply? Why not Notify Cc'c, AdminCc'c and 
requestor? You may also need to create another scrip for notify others.


Kenn
LBNL

Mariusz Stakowski wrote:
> 
>                                 Hello list,
> 
>         Our users would like that autoreplay be  sent to all named in cc 
> field of requestor's mail. I think that it could be done. Unfortunately 
> I have no experience in scrips. So I would really appreciate some help.
> 
> Best regards
> 
> Mariusz
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 Jun 12 11:55:15 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 12 Jun 2007 08:55:15 -0700
Subject: [rt-users] added user can't see queues
In-Reply-To: <457609.45771.qm@web34811.mail.mud.yahoo.com>
References: <457609.45771.qm@web34811.mail.mud.yahoo.com>
Message-ID: <466EC1E3.9060400@lbl.gov>

pln sky,



	How you set up your privileges really depends on the number of people 
who can be owners and users and what you want them to do. We are a small 
to medium size shop and use RT for keeping track of all the requests we 
get for software modifications, instalations, etc. Because we have 
several people working in RT in the same type of work, we do NOT grant 
privileges to users. We put them in groups and grant rights to the 
groups for queues. This keeps maintenance to a minimum. Your situation 
may be different, therefore, we need to know what you're doing and how 
many are doing it before we can advise.


Kenn
LBNL

pln sky wrote:
>  add a new user to RT 3.4.5 and then logged in as this user.  I did not
> give this user granted rights (Administrator rights).  When I login the
> user has three choices on the left (Open Ticket, Close Ticket, New
> Ticket) and on the top right Goto Ticket.
> 
> When I select new ticket.  I get a heading 
> "Select a queue for your new ticket
> " and nothing under it to select.  I then login as Administrator and added a Queue, tried again with the same results.  
> 
> What do I need to do?
> 
> 
> 
>        
> ____________________________________________________________________________________
> 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
> 


From plnnightsky at yahoo.com  Tue Jun 12 13:14:10 2007
From: plnnightsky at yahoo.com (pln sky)
Date: Tue, 12 Jun 2007 10:14:10 -0700 (PDT)
Subject: [rt-users] added user can't see queues
Message-ID: <18896.99742.qm@web34804.mail.mud.yahoo.com>

Hi Kenn

Thanks for the reponse.  Right now I am trying to do a new set-up to see how it works and how to modify it for our needs.

I added a user and I'm now trying to add this user to a new group I created and the list of users only has root.  I am able to login as the new user, so it exists .  I don't know what I need to do to be able to added the user to the group.  I am missing something in my reading of the manual.

The original test was to add a new user and use the general queue. It did not work.  There appears to be something basic, I don't understand.

----- Original Message ----
From: Kenneth Crocker <KFCrocker at lbl.gov>
To: pln sky <plnnightsky at yahoo.com>
Cc: rt-users at lists.bestpractical.com
Sent: Tuesday, June 12, 2007 11:55:15 AM
Subject: Re: [rt-users] added user can't see queues

pln sky,



    How you set up your privileges really depends on the number of people 
who can be owners and users and what you want them to do. We are a small 
to medium size shop and use RT for keeping track of all the requests we 
get for software modifications, instalations, etc. Because we have 
several people working in RT in the same type of work, we do NOT grant 
privileges to users. We put them in groups and grant rights to the 
groups for queues. This keeps maintenance to a minimum. Your situation 
may be different, therefore, we need to know what you're doing and how 
many are doing it before we can advise.


Kenn
LBNL

pln sky wrote:
>  add a new user to RT 3.4.5 and then logged in as this user.  I did not
> give this user granted rights (Administrator rights).  When I login the
> user has three choices on the left (Open Ticket, Close Ticket, New
> Ticket) and on the top right Goto Ticket.
> 
> When I select new ticket.  I get a heading 
> "Select a queue for your new ticket
> " and nothing under it to select.  I then login as Administrator and added a Queue, tried again with the same results.  
> 
> What do I need to do?
> 
> 
> 
>        
> ____________________________________________________________________________________
> 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
> 





       
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From ortsanfang at tuffmail.com  Tue Jun 12 12:48:04 2007
From: ortsanfang at tuffmail.com (Christian Felber)
Date: Tue, 12 Jun 2007 18:48:04 +0200
Subject: [rt-users] Reply: Change line "On Tue Jun 12 13:00:43 2007,
 email@test.local wrote
Message-ID: <466ECE44.1060608@tuffmail.com>

Hi,

replying to a ticket I get an new window opened in which I can type in
my response; the quoted message starts like this:

On Tue Jun 12 13:00:43 2007, email at test.local wrote

Can I change this line? I want to use another date format and I want
German expressions?


From willir70 at gmail.com  Tue Jun 12 13:52:54 2007
From: willir70 at gmail.com (Todd Williams)
Date: Tue, 12 Jun 2007 13:52:54 -0400
Subject: [rt-users] MySQL->Oracle DB Migration & Binary Attachment data
	corruption - UTF8 issue?
Message-ID: <ad29e9850706121052l63834c9eq91a96bec3badc06b@mail.gmail.com>

Hello,

Here are the pertinent details for our attempted migration:

Suse Linux 9.3 x86 32-bit
MIGRATING:  MySQL 4.0.18 to Oracle 9i 9.2.0.6.0
RT 3.6.3
Perl 5.8.3
DBIx::SearchBuilder 1.45, DBD::Oracle 1.19
Apache 2.0.49
Oracle SQL Developer & MySQL Migration Workbench plugin (latest)


Issue: Binary Attachments & MySQL->Oracle DB Migration

Does anyone have experience with a successful MySQL 4.x to Oracle 9x RT
migration?

1.  We have a perfectly functioning RT instance on this maching using either
MySQL or Oracle database type.  I have done both installs, and both work
independently.

2.  After some trial and error while migrating to the Oracle database,
things seem to function much better if I allow RT to create the initial DB
Schema, rather than attempt to have the Oracle tool migrate the schema from
MySQL.

3.  I have used the Oracle SQL Developer to migrate the data from the MySQL
to the Oracle instance.

4.  The database contents seem to have migrated without any issue, however,
a primary issue is the binary attachments appear to be corrupt coming from
the migrated Oracle DB.

5.  Upon comparing the contents of an attachment bit-for-bit from the MySQL
to Oracle tables, the data in each is identical post migration!!

6.  Text attachments work fine, migrated just fine.  Tickets, users, etc.
migrated successfully.

7.  There appears to be a decoding issue with the Oracle binary attachments
(from the migrated MySQL db) in that they seem to grow in size approximately
23% upon downloading, and are corrupted as a result.  The data obtained
through RT (downloading a ticket attachment, both WEB and CMDLINE) is NOT
the expected data stored in the Oracle table.  Perhaps this is a UTF8 issue
of some sort?

8. Hex dump (snippet) of data (Correct in the database, Incorrect produced
out of RT's migrated database):

Correct data:      d0 cf 11 e0 a1 b1 1a e1 00 00 00 00 00 00 00 00 00 00 00
00 00 00 00 00 3e 00 03 00 fe ff 09 00
Incorrect data:    ef bf bd ef bf bd 11 ef bf bd ef bf bd ef bf bd 1a ef bf
bd 00 00 00 00 00 00 00 00 00 00 00 00

Note the 8-bit characters from the correct data above being replaced by:
0xEF 0xBF 0xBD  in what is obtained from RT in the incorrect data line
above.

9.  How do we overcome this so that previous (migrated) attachments work
correctly, and going forward all new attachments appear correctly as well?


Any thoughts or suggestions?

Thanks!

Todd
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From richardsolid at gmail.com  Tue Jun 12 14:33:00 2007
From: richardsolid at gmail.com (Richard Solid)
Date: Tue, 12 Jun 2007 14:33:00 -0400
Subject: [rt-users] Procmail not posting incoming emails to RT
Message-ID: <ad68da050706121133i65c965d1xedbae4ff9d4d359f@mail.gmail.com>

I had RT working fine a week ago. All of the sudden procmail is not
redirecting emails to the proper queues. This was working before and not
now. Something must have changed but I'm not sure what. Can anyone help?



This is how my .procmailrc looks like

===========================



#Preliminaries
SHELL=/bin/sh          #Use the Bourne shell (check your path!)
MAILDIR=${HOME}        #First check what your mail directory is!
LOGFILE=${MAILDIR}/procmail.log
LOG="--- Logging ${LOGFILE} for ${LOGNAME}, "
VERBOSE=yes
MAILDOMAIN=rt.domain.com
RT_MAILGATE="/usr/bin/rt-mailgate"
RT_URL="http://rt.domain.com/"

LOGABSTRACT=all

#:0
#{


# the following line extracts the recipient from Received-headers.
# Simply using the To: does not work, as tickets are often created
# by sending a CC/BCC to RT

TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for *<*\(.*\)>*
*;.*$/\1/'`
QUEUE=`echo $TO| $HOME/get_queue.pl`
ACTION=`echo $TO| $HOME/get_action.pl`

# if you use mailman before the mail reaches RT uncomment the folowing
# line so 'Precedence:' header will be stripped and auto-reply will
# function correctly
#REMOVE_HEADER="-I Precedence:"

#:0 h b w
#| formail $REMOVE_HEADER | /usr/bin/perl $RT_MAILGATE --queue $QUEUE
--action $ACTION --url $RT_URL
#}

:0
* ^TO.*user at rt.domain.com
| /usr/bin/rt-mailgate --queue "Full Name" --action correspond --url
http://rt.domain.com/


I dont remember making any changes to this .procmailrc since the last time
it worked.


When I looked at the maillog the sendmail is not even invoking the
rt-mailgate

I'm using sendmail, as far as I know the way this work is like this. If I
send an email to my email address user at rt.domain.com the RT senmail gets the
message, looks at the aliases on /etc/aliases. On their I have an alias name
user:  rt

So it points to the rt name which then uses the .procmailrc to triggered the
/usr/bin/rt-mailgate

Any inputs?

Here I'm pasting the information I'm getting from the different logs when
opening a ticket on RT by sending an email to user at rt.domain.com

Procmail.log Information
=================

--- Logging /var/rt/home/procmail.log for rt, procmail: [13052] Thu Jun  7
11:40:13 2007
procmail: Assigning "MAILDOMAIN=rt.domain.com"
procmail: Assigning "RT_MAILGATE=/usr/bin/rt-mailgate"
procmail: Assigning "RT_URL=http://rt.domain.com/"
procmail: Assigning "LOGABSTRACT=all"
procmail: Match on
"(^((Original-)?(Resent-)?(To|Cc|Bcc)|(X-Envelope|Apparently(-Resent)?)-To):(.*[^a-zA-Z])?).*
user at rt.domain.com"
procmail: Executing "/usr/bin/rt-mailgate,--queue,My
Name,--action,correspond,--url,http://rt.domain.com/"
procmail: Assigning "LASTFOLDER=/usr/bin/rt-mailgate --queue My Name
--action correspond --url http://rt.domain.com/"
procmail: Notified comsat: "rt@:/usr/bin/rt-mailgate --queue My Name
--action correspond --url http://rt.domain.com/"
>From anotheruser at domainB.com  Thu Jun  7 11:40:13 2007
 Subject: test 1
  Folder: /usr/bin/rt-mailgate --queue My Name --action correspo     1783
An Error Occurred

302 Found



Maillog Information:
=============
Jun  7 11:40:13 rt sendmail[13050]: l57FeDS1013050: from=<
anotheruser at domainB.com >, size=1503, class=0, nrcpts=1, msgid=<
002f01c7a91a$23182fe0$7100000a at computer>, proto=ESMTP, daemon=MTA, relay=
mail1.domain.com [128.121.34.15 ]
Jun  7 11:40:13 rt sendmail[13051]: l57FeDS1013050: to=<user at rt.domain.com>,
delay=00:00:00, xdelay=00:00:00, mailer=local, pri=31694, dsn=2.0.0,
stat=Sent


Apache Access Log:
==============

x.x.x.x - - [07/Jun/2007:11:49:35 -0400] "POST
//REST/1.0/NoAuth/mail-gateway HTTP/1.1" 302 314 "-" "libwww-perl/5.79"





This is how the mail log looked like the email was working and getting sent
to the proper Queue:





May 23 11:52:50 rt sendmail[22635]: l4NFqo34022635: to=user at domain.com,
ctladdr=apache (48/48), delay=00:00:00, xdelay=00:00:00, mailer=relay,

pri=139404, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent
(l4NFqolM022636 Message accepted for delivery)

May 23 11:52:50 rt sendmail[22638]: l4NFqolM022636: to=<user at domain.com>,
ctladdr=<apache at rt.domain.com> (87/87), delay=00:00:00, xdelay=00:00:

00, mailer=esmtp, pri=229569, relay=mail1.domain.com. [128.121.34.15], dsn=
2.0.0, stat=Sent (Ok: queued as 63E7812C059D)

May 23 11:52:50 rt sendmail[22624]: l4NFqncX022621:
to="|/usr/bin/rt-mailgate --queue General  --action correspond --url
http://rt.domain.com", c

tladdr=<user at rt.domain.com> (8/0), delay=00:00:01, xdelay=00:00:01,
mailer=prog, pri=33089, dsn=2.0.0, stat=Sent
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From KFCrocker at lbl.gov  Tue Jun 12 16:19:23 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 12 Jun 2007 13:19:23 -0700
Subject: [rt-users] added user can't see queues
In-Reply-To: <18896.99742.qm@web34804.mail.mud.yahoo.com>
References: <18896.99742.qm@web34804.mail.mud.yahoo.com>
Message-ID: <466EFFCB.50000@lbl.gov>

pln sky,


	First of all, you should be signed in as root and that should give you 
superuser rights. From that ability, you can do what you want. Make your 
new user a Privileged user. create a group (COnfig tab). Then config the 
queue to allow whatever rights you want to the new group. Your RT 
Essentials should help with that. Also, the wiki has some good 
explanations of what the rights mean/entail. After reading that, if you 
have any specific questions, ask away.

Kenn
LBNL

pln sky wrote:
> Hi Kenn
> 
> Thanks for the reponse.  Right now I am trying to do a new set-up to see how it works and how to modify it for our needs.
> 
> I added a user and I'm now trying to add this user to a new group I created and the list of users only has root.  I am able to login as the new user, so it exists .  I don't know what I need to do to be able to added the user to the group.  I am missing something in my reading of the manual.
> 
> The original test was to add a new user and use the general queue. It did not work.  There appears to be something basic, I don't understand.
> 
> ----- Original Message ----
> From: Kenneth Crocker <KFCrocker at lbl.gov>
> To: pln sky <plnnightsky at yahoo.com>
> Cc: rt-users at lists.bestpractical.com
> Sent: Tuesday, June 12, 2007 11:55:15 AM
> Subject: Re: [rt-users] added user can't see queues
> 
> pln sky,
> 
> 
> 
>     How you set up your privileges really depends on the number of people 
> who can be owners and users and what you want them to do. We are a small 
> to medium size shop and use RT for keeping track of all the requests we 
> get for software modifications, instalations, etc. Because we have 
> several people working in RT in the same type of work, we do NOT grant 
> privileges to users. We put them in groups and grant rights to the 
> groups for queues. This keeps maintenance to a minimum. Your situation 
> may be different, therefore, we need to know what you're doing and how 
> many are doing it before we can advise.
> 
> 
> Kenn
> LBNL
> 
> pln sky wrote:
>>  add a new user to RT 3.4.5 and then logged in as this user.  I did not
>> give this user granted rights (Administrator rights).  When I login the
>> user has three choices on the left (Open Ticket, Close Ticket, New
>> Ticket) and on the top right Goto Ticket.
>>
>> When I select new ticket.  I get a heading 
>> "Select a queue for your new ticket
>> " and nothing under it to select.  I then login as Administrator and added a Queue, tried again with the same results.  
>>
>> What do I need to do?
>>
>>
>>
>>        
>> ____________________________________________________________________________________
>> 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
>>
> 
> 
> 
> 
> 
>        
> ____________________________________________________________________________________
> Choose the right car based on your needs.  Check out Yahoo! Autos new Car Finder tool.
> http://autos.yahoo.com/carfinder/
> 


From jplatter at vortexit.net  Tue Jun 12 16:35:41 2007
From: jplatter at vortexit.net (Jeff Platter)
Date: Tue, 12 Jun 2007 16:35:41 -0400
Subject: [rt-users] Not saving custom fields in RTFM upon Article creation
Message-ID: <01d901c7ad31$3f1545f0$bd3fd1d0$@net>

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


-- 
This message has been scanned for viruses and
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From jplatter at vortexit.net  Tue Jun 12 18:18:58 2007
From: jplatter at vortexit.net (Jeff Platter)
Date: Tue, 12 Jun 2007 18:18:58 -0400
Subject: [rt-users] Not saving custom fields in RTFM upon Article creation
In-Reply-To: <01d901c7ad31$3f1545f0$bd3fd1d0$@net>
References: <01d901c7ad31$3f1545f0$bd3fd1d0$@net>
Message-ID: <01e701c7ad3f$acce88f0$066b9ad0$@net>

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-<object
class>-<object id>-CustomField-<CF id>-<commands>

 

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-<object class>--CustomField-<CF id>-<commands> with a missing
object id section.

 

When ProcessObjectCustomFieldUpdates runs the first loop:

    foreach my $arg ( keys %$ARGSRef ) {

        # format: Object-<object class>-<object id>-CustomField-<CF
id>-<commands>

        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-<object class>-<object id>-CustomField-<CF
id>-<commands>

        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


-- 
This message has been scanned for viruses and 
dangerous content by  <http://www.mailscanner.info/> MailScanner, and is 
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From KFCrocker at lbl.gov  Tue Jun 12 19:40:20 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 12 Jun 2007 16:40:20 -0700
Subject: [rt-users] Custom Field format
Message-ID: <466F2EE4.80803@lbl.gov>

To all,


	I am on 3.4.4 and cannot seem to find a way to define a custom field in 
the 'date' format. Is this possible on 3.4.4? Do I have to upgrade to 
3.6.3 for this? thanks.


Kenn
LBNL


From mikef at ack.berkeley.edu  Wed Jun 13 01:48:04 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Tue, 12 Jun 2007 22:48:04 -0700 (PDT)
Subject: [rt-users] Using rt-setup-database with local version of Handle.pm
Message-ID: <20070612223108.E97096@malcolm.berkeley.edu>

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

In order to talk to my RT mysql database via SSL, I had to create a local 
customized version of lib/RT/Handle.pm, in which I provide a variable to 
BuildDSN (that I set in RT_SiteConfig.pm) specifying a string to be added 
to the 'connect' statement, pointing to a 'my.cnf' file (containing mysql 
SSL information).  This works fine for normal RT operation.

However, when I try to run rt-setup-database, to update my db schema, it 
appears that my local version of Handle.pm is not being used.  My db 
connect fails because, it appears, $Handle->DSN is returning the value 
that the distributed version of Handle.pm would set, rather than what my 
local version of Handle.pm should set.  So the SSL information not being 
supplied to the db connect.

[This schema update worked OK before I started connecting to the db via 
SSL and using my customized Handle.pm].

As far as I can tell, rt-setup-database is doing the following:

   use lib "/users/ist-rt/RT/rt/ist-rt/local/lib";
   use lib "/users/ist-rt/RT/rt/ist-rt/lib";
   ...
   require RT::Handle;

which I would expect to result in my local copy of Handle.pm being used.

Am I missing something here?  The fact is, my db connection is failing in 
rt-setup-database and this seems to be the result of the Handle->DSN value 
that's being used.  The failure is in authenticating to the db, which I 
assume is caused by my not supplying the SSL info.

Any suggestions?

Thanks.

Mike

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

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From JoopvandeWege at mococo.nl  Wed Jun 13 02:35:04 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 13 Jun 2007 08:35:04 +0200
Subject: [rt-users] Not saving custom fields in RTFM upon Article creation
In-Reply-To: <01d901c7ad31$3f1545f0$bd3fd1d0$@net>
References: <01d901c7ad31$3f1545f0$bd3fd1d0$@net>
Message-ID: <466F9018.40901@mococo.nl>

Jeff Platter wrote:
> 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?
Probably a bug since it sounds familiar to me, but I have recently 
upgraded my test instance to rt-3.6.4rc1, need todo rc2, and upgraded 
RTFM to the latest  (2.2.0RC6) and the problem doesn't  show up in this 
configuration and it doesn't for our production environment which is 
rt-3.6.3 with RTFM v2.2.0RC6 but it did with the previous version of 
RTFM. I'm not entirely sure that was RC5 but judging from my directories 
at the server probably not but RC3.

So try RC6,

Joop



From theillien at yahoo.com  Wed Jun 13 05:17:25 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 13 Jun 2007 05:17:25 -0400
Subject: [rt-users] Not all subjects being printed
Message-ID: <466FB625.3050007@yahoo.com>

Can someone take a look at this script please?  It's purpose is to gather, for
each user the tickets he or she worked on for each customer.  The problem I'm
having is that for some reason or another, the subject isn't being written for
all of them.  It prints out some but, randomly skips others.  At least, randomly
as far as I can tell.  I don't see any particular issue that would cause this
behaviour and have verified that the format is proper.

So if anyone can take a look and see if they find anything that might be choking
this up I'd appreciate it.

Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com
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From theillien at yahoo.com  Wed Jun 13 05:28:52 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 13 Jun 2007 05:28:52 -0400
Subject: [rt-users] Time Left is zero
Message-ID: <466FB8D4.40604@yahoo.com>

Has anyone else encountered this?  The time left on all of our tickets is 0.
Even for those that haven't reached their "due" date yet.

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From StakowskiM at prokom.pl  Wed Jun 13 06:40:12 2007
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Wed, 13 Jun 2007 12:40:12 +0200
Subject: [rt-users] RT 3.6.1 - no more autoreply ?
Message-ID: <OF0427B7C2.345C6E80-ONC12572F9.0037F1D2-C12572F9.003897FC@prokom.pl>

                                Hello list,

                Somehow I managed RT  to stop sending autoreply on ticket 
creation. It seems I have changed some configuration parameter by my 
manipulations. First,  I have tried to change Default Autoresponse 
template. I have just translated the text into our language. I don't think 
it could cause such result.  Then, I manipulated with scrip #3 . I was 
sure I restored settings correctly, but now I'm not sure anymore. Anyway 
the current settings are the following:

condition : On CREATE
operation: Notify Requestors, Ccs and AdminCcs
template: GlobalTemplate: Autoreply
stage: TransactionCreate

                Sendmail does not seem to be concerned. In its maillog 
there is no trace that it would try to send autoreply. 

                                I would be happy to get some help.  Where 
to look first and how to proceed with
debugging it ? 


Best regards 

Mariusz

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From piyush.ker at gmail.com  Wed Jun 13 06:53:43 2007
From: piyush.ker at gmail.com (Piyush K)
Date: Wed, 13 Jun 2007 16:23:43 +0530
Subject: [rt-users] Error: Name Unimplemented in RT::Attributes
Message-ID: <a4b287450706130353p16a3377vbd9065a867cf4624@mail.gmail.com>

I am using:

RT: 3.4.4
OS: Ubuntu 6.10
Apache2

I am getting this error frequently when I click on 'Query Builder'.

--------------------------------------------snip-------------------------------------
error:   	RT::Attribute::Name Unimplemented in RT::Attributes.
(/usr/share/request-tracker3.4/lib/RT/Attributes_Overlay.pm line 81)
context:  	
...  	
492:  	else {
493:  	my ( $package, $filename, $line );
494:  	( $package, $filename, $line ) = caller;
495:  	
496:  	die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n";
497:  	}
498:  	
499:  	}
500:  	
...  	
code stack:  	/usr/share/perl5/DBIx/SearchBuilder/Record.pm:496
/usr/share/request-tracker3.4/lib/RT/Attributes_Overlay.pm:81
/usr/share/request-tracker3.4/lib/RT/Attributes_Overlay.pm:73
/usr/share/request-tracker3.4/lib/RT/Attributes_Overlay.pm:88
/usr/share/request-tracker3.4/lib/RT/Attributes_Overlay.pm:119
/usr/share/request-tracker3.4/html/Search/Elements/SelectSearchesForObjects:58
/usr/share/request-tracker3.4/html/Search/Elements/EditSearches:75
/usr/share/request-tracker3.4/html/Search/Build.html:99
/usr/share/request-tracker3.4/html/autohandler:215
--------------------------------------------snip-------------------------------------

This error goes away when I click on some other page and come back again.

I visited this page
http://wiki.bestpractical.com/view/HomePageSavedSearches and tried to
install the latest version of DBIx::SearchBuilder after reading the
solution proposed there. But no luck.
What should be done to remove this error ?

Thanks,
- Piyush


From ruz at bestpractical.com  Wed Jun 13 07:40:07 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 13 Jun 2007 15:40:07 +0400
Subject: [rt-users] RT 3.6.1 - no more autoreply ?
In-Reply-To: <OF0427B7C2.345C6E80-ONC12572F9.0037F1D2-C12572F9.003897FC@prokom.pl>
References: <OF0427B7C2.345C6E80-ONC12572F9.0037F1D2-C12572F9.003897FC@prokom.pl>
Message-ID: <589c94400706130440i79cc97c8ue95cee77268b155b@mail.gmail.com>

On 6/13/07, Mariusz Stakowski <StakowskiM at prokom.pl> wrote:
>
>                                 Hello list,
>
>                 Somehow I managed RT  to stop sending autoreply on ticket
> creation. It seems I have changed some configuration parameter by my
> manipulations. First,  I have tried to change Default Autoresponse template.
> I have just translated the text into our language. I don't think it could
> cause such result.  Then, I manipulated with scrip #3 . I was sure I
> restored settings correctly, but now I'm not sure anymore. Anyway the
> current settings are the following:
>
> condition : On CREATE
> operation: Notify Requestors, Ccs and AdminCcs
> template: GlobalTemplate: Autoreply
> stage: TransactionCreate
>
>                 Sendmail does not seem to be concerned. In its maillog there
> is no trace that it would try to send autoreply.
>
>                                 I would be happy to get some help.  Where to
> look first and how to proceed with
> debugging it ?
Start from RT log.


>
>
> Best regards
>
>  Mariusz
>
>


-- 
Best regards, Ruslan.


From piyush.ker at gmail.com  Wed Jun 13 08:53:35 2007
From: piyush.ker at gmail.com (Piyush K)
Date: Wed, 13 Jun 2007 18:23:35 +0530
Subject: [rt-users] Automatic language translation in RT ?
Message-ID: <a4b287450706130553j7099c8c7xd9d86659ab6c7fd2@mail.gmail.com>

Hi,

Does RT support automatic language translation of tickets descriptions ?

e.g. If a user A whose language is Japanese, creates a ticket in
Japanese in a queue. That ticket is assigned to say staff B. Now, the
language of B is English.

So, when B sees the ticket, will it be in Japanese or will it be
automatically translated to English and B will see it in English ?

Thanks,
- PiyushK


From StakowskiM at prokom.pl  Wed Jun 13 08:59:12 2007
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Wed, 13 Jun 2007 14:59:12 +0200
Subject: Odp: Re: [rt-users] RT 3.6.1 - no more autoreply ?
In-Reply-To: <589c94400706130440i79cc97c8ue95cee77268b155b@mail.gmail.com>
Message-ID: <OF39371599.342F0A3D-ONC12572F9.0041ECFB-C12572F9.004551C7@prokom.pl>

                                        Hello Ruslan,

                I have looked into rt.log and I've found this:

[Wed Jun 13 10:22:34 2007] [debug]: About to think about scrips for 
transaction #1143 (/opt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Wed Jun 13 10:22:34 2007] [debug]: About to prepare scrips for 
transaction #1143 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Wed Jun 13 10:22:34 2007] [debug]: Found 3 scrips 
(/opt/rt3/lib/RT/Scrips_Overlay.pm:363)
[Wed Jun 13 10:22:36 2007] [debug]: About to commit scrips for transaction 
#1143 (/opt/rt3/lib/RT/Transaction_Overlay.pm:178)
[Wed Jun 13 10:22:36 2007] [info]: 
<rt-3.6.1-962-1181730154-978.103-3-0 at prokom.pl> #103/1143 - Scrip 3 
(/opt/rt3/lib/RT/Action/SendEmail.pm:238)
[Wed Jun 13 10:22:36 2007] [info]: 
<rt-3.6.1-962-1181730154-978.103-3-0 at prokom.pl> No recipients found. Not 
sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:250)
[Wed Jun 13 10:22:36 2007] [info]: 
<rt-3.6.1-962-1181730155-90.103-4-0 at prokom.pl> #103/1143 - Scrip 4 
(/opt/rt3/lib/RT/Action/SendEmail.pm:238)
[Wed Jun 13 10:22:36 2007] [info]: 
<rt-3.6.1-962-1181730155-90.103-4-0 at prokom.pl> No recipients found. Not 
sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:250)
[Wed Jun 13 10:22:36 2007] [info]: Ticket 103 created in queue 'General' 
by stakowskim (/opt/rt3/lib/RT/Ticket_Overlay.pm:755)
[Wed Jun 13 10:22:44 2007] [debug]: RT::Date used date::parse to make 
1970-01-01 -3600 (/opt/rt3/lib/RT/Date.pm:211)
[Wed Jun 13 10:23:24 2007] [warning]: Use of uninitialized value in 
pattern match (m//) at /opt/rt3/lib/RT/Transaction_Overlay.pm line 1073. 
(/opt/rt3/lib/RT/Transaction_Overlay.pm:1073)



                As it should be, the ticket # is 103. Having found  "No 
recipients found. Not sending" I immediately looked for help on RT Wiki. I 
have found NoRecipFound but it is not my case - I have problem namely with 
AutoReply. Its true that I tried to add AdminCcs and Ccs to the 
recipients, but it shouldn't change the AutoReply behavior. And I have 
managed to change it somehow. 

                                        Where to look next - in 
SendEmail.pm ?

        Best regards

Mariusz





"Ruslan Zakirov" <ruz at bestpractical.com>
Wys?ane przez: rt-users-bounces at lists.bestpractical.com
2007-06-13 13:40
 
        Do:     "Mariusz Stakowski" <StakowskiM at prokom.pl>
        DW:     rt-users at lists.bestpractical.com
        Temat:  Re: [rt-users] RT 3.6.1 - no more autoreply ?

On 6/13/07, Mariusz Stakowski <StakowskiM at prokom.pl> wrote:
>
>                                 Hello list,
>
>                 Somehow I managed RT  to stop sending autoreply on 
ticket
> creation. It seems I have changed some configuration parameter by my
> manipulations. First,  I have tried to change Default Autoresponse 
template.
> I have just translated the text into our language. I don't think it 
could
> cause such result.  Then, I manipulated with scrip #3 . I was sure I
> restored settings correctly, but now I'm not sure anymore. Anyway the
> current settings are the following:
>
> condition : On CREATE
> operation: Notify Requestors, Ccs and AdminCcs
> template: GlobalTemplate: Autoreply
> stage: TransactionCreate
>
>                 Sendmail does not seem to be concerned. In its maillog 
there
> is no trace that it would try to send autoreply.
>
>                                 I would be happy to get some help. Where 
to
> look first and how to proceed with
> debugging it ?
Start from RT log.


>
>
> Best regards
>
>  Mariusz
>
>


-- 
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

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From kukla at caset.buffalo.edu  Wed Jun 13 10:26:35 2007
From: kukla at caset.buffalo.edu (Michael Kukla)
Date: Wed, 13 Jun 2007 10:26:35 -0400
Subject: [rt-users] user names appearing  in comments dropdown
Message-ID: <466FFE9B.3000009@caset.buffalo.edu>

We've discovered that once-privileged users who have definitely been 
disabled via
Configuration->
   Users->
     SelectUser->
       Username->
         Let this user access RT (unchecked)
         Let this user be granted rights (unchecked)

still show up in the "Owner" dropdown one encounters when attempting to 
"Comment" on a ticket.

As a first attempt to rectify recity this (mostly, btw, out of
respect for the pair of disabled users of ours who have unfortunately 
passed away), I found all the tickets owned by any disabled user and 
re-assigned the ownership to root.

But this did not result in the elimination of their names from the dropdown.

What is even stranger, I've found that the the list of users that 
appears in the Comments/Owners dropdown varies depending upon which 
privileged user currently owns the ticket

We're running RT 3.4.5 with:
Red Hat Enterprise Linux AS release 3
Mysql 5.0.21
perl 5.8.8

Any suggestions to deal with this phenomenon/probelm will be greatly 
appreciated.


-- 

Mike Kukla
University at Buffalo/CASet
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~`


From shannon_adams68 at yahoo.com  Wed Jun 13 10:40:27 2007
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Wed, 13 Jun 2007 07:40:27 -0700 (PDT)
Subject: [rt-users] Scrip custom condition question
Message-ID: <877833.25089.qm@web52904.mail.re2.yahoo.com>

Using RT 3.6.3rc4.  What I want to do is send a comment to admin cc's, but only if the comment is not part of a user closing/resolving a ticket.  I have an "on resolve" script that includes all ticket history including all comments.  How we typically resolve tickets is to use jumbo, then change the status to "resolved", change the update type "reply to requesters", then click save changes.  With the scripts I have setup now, the admin cc's get two emails.  One for the comment, and one for the resolve.  The problem is obviously my custom condition on the comment scrip.  It looks like the ticket status if not yet "resolved" when the scrip fires, thus the comment is sent even though the user has set the status to resolved.  Any comments or suggestions on a way around this behavior?

Here are the two global admin cc scrips.

Description: On Comment Admin CCs
Condition: On Comment
Action: Notify AdminCcs as Comment
Template: Global template: Admin Comment
Stage: TransactionCreate
Custom Condition: 
{ return $self->TransactionObj->Type eq 'comment' &&
$self->TicketObj->Status ne 'new' &&
$self->TicketObj->Status ne 'resolved'; }

Description: Notify adminccs on resolve
Condition: On Resolve
Action: Notify AdminCcs as Comment
Template: Global template: Resoolved Admin
Stage: TransactionCreate

Thanks,
Shannon




       
____________________________________________________________________________________
Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase.
http://farechase.yahoo.com/


From StakowskiM at prokom.pl  Wed Jun 13 10:43:56 2007
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Wed, 13 Jun 2007 16:43:56 +0200
Subject: [rt-users] RT 3.6.1 - no more autoreply ? - resolved
Message-ID: <OF225FA3C9.65DCB5F2-ONC12572F9.004FF9BA-C12572F9.004EE869@prokom.pl>

                                Hello, 

        I have found mistake I have commited. It was in scrip #4. I have 
forgotten I changed it too. In operation field I put  "Notify AdminsCcs". 
I recovered to the original value "Autoreply to requestors". And I have 
just wanted to having sent the Autoreply to all CCs too. Sorry for the 
e-mail noise I have provoked.

It works now. 

 
Best regards

Mariusz

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From alexandre.medeiros at camara.gov.br  Wed Jun 13 10:22:00 2007
From: alexandre.medeiros at camara.gov.br (Alexandre de Medeiros Ribeiro)
Date: Wed, 13 Jun 2007 11:22:00 -0300
Subject: [rt-users] TimeWorked
Message-ID: <20070613142209.A4A722F01B6@epicuro.camara.gov.br>

hi all, 

    how can i fill the field 'timeworked' automaticaly? anyone doing
that?



Alexandre de Medeiros Ribeiro
alexandre.medeiros at camara.gov.br
+55 (61) 3216-3772
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From jesse at bestpractical.com  Wed Jun 13 11:22:54 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 13 Jun 2007 11:22:54 -0400
Subject: [rt-users] Time Left is zero
In-Reply-To: <466FB8D4.40604@yahoo.com>
References: <466FB8D4.40604@yahoo.com>
Message-ID: <A2C58503-750A-49AF-9250-3D1162116AFC@bestpractical.com>


On Jun 13, 2007, at 5:28 AM, Mathew Snyder wrote:

> Has anyone else encountered this?  The time left on all of our  
> tickets is 0.
> Even for those that haven't reached their "due" date yet.
>
TimeLeft is a field designed to allow you to keep track of how much  
you have left to do in a given ticket, not to automatically count the  
hours until due.

-j

> -- 
> 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
>

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From j0ey at j0ey.de  Wed Jun 13 11:35:08 2007
From: j0ey at j0ey.de (joey)
Date: Wed, 13 Jun 2007 17:35:08 +0200
Subject: [rt-users] unsatisfied dependency
Message-ID: <46700EAC.2080201@j0ey.de>

While working with RT we are getting these errors from time to time..
any hints?

Postgres: 7.4
RT      : 3.6.3
Perl    : 5.8.8
DBIx::SearchBuilder v1.48

-----------------------------------------------------------------
error: Unsatisfied dependency chain in joins Attachments_2
Transactions_1 at
/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 1045.
context:
...
1041:
1042: # here we could check if there is recursion in joins by checking
that all joins
1043: # are processed
1044: if ( my @not_processed = grep !$processed{ $_ }, keys %$joins ) {
1045: die "Unsatisfied dependency chain in joins @not_processed";
1046: }
1047: return $join_clause;
1048: }
1049:
...
-----------------------------------------------------------------

Greets,
joey


From gleduc at mail.sdsu.edu  Wed Jun 13 12:45:31 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 13 Jun 2007 09:45:31 -0700
Subject: [rt-users] Custom Field format
In-Reply-To: <466F2EE4.80803@lbl.gov>
References: <466F2EE4.80803@lbl.gov>
Message-ID: <6.2.1.2.2.20070613093746.024c4b78@mail.sdsu.edu>

Hi Kenn,

I can't see that there is a "Date" option for custom fields in 3.6.3 
either, although there is an available validation format 
"(?#Year)^[12]\d{3}$" that requires entries to begin with a 4-digit year 
from either this or last century.  I don't recognize what the "(?#Year)" at 
the beginning of the regexp means though.

Gene

At 04:40 PM 6/12/2007, Kenneth Crocker wrote:
>To all,
>
>
>         I am on 3.4.4 and cannot seem to find a way to define a custom 
> field in the 'date' format. Is this possible on 3.4.4? Do I have to 
> upgrade to 3.6.3 for this? 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


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



From jesse at bestpractical.com  Wed Jun 13 12:57:07 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 13 Jun 2007 12:57:07 -0400
Subject: [rt-users] user names appearing  in comments dropdown
In-Reply-To: <466FFE9B.3000009@caset.buffalo.edu>
References: <466FFE9B.3000009@caset.buffalo.edu>
Message-ID: <48B97C10-A1E3-4357-A7D0-5714ACF23EE2@bestpractical.com>


On Jun 13, 2007, at 10:26 AM, Michael Kukla wrote:

> We've discovered that once-privileged users who have definitely  
> been disabled via
> Configuration->
>   Users->
>     SelectUser->
>       Username->
>         Let this user access RT (unchecked)
>         Let this user be granted rights (unchecked)
>
> still show up in the "Owner" dropdown one encounters when  
> attempting to "Comment" on a ticket.
>
> As a first attempt to rectify recity this (mostly, btw, out of
> respect for the pair of disabled users of ours who have  
> unfortunately passed away), I found all the tickets owned by any  
> disabled user and re-assigned the ownership to root.
>
> But this did not result in the elimination of their names from the  
> dropdown.
>

Likely the users are still members of groups that have the own  
tickets right. is that correct?

-j

> What is even stranger, I've found that the the list of users that  
> appears in the Comments/Owners dropdown varies depending upon which  
> privileged user currently owns the ticket
>
_how_ does it vary?
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From gleduc at mail.sdsu.edu  Wed Jun 13 12:57:44 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 13 Jun 2007 09:57:44 -0700
Subject: [rt-users] Scrip custom condition question
In-Reply-To: <877833.25089.qm@web52904.mail.re2.yahoo.com>
References: <877833.25089.qm@web52904.mail.re2.yahoo.com>
Message-ID: <6.2.1.2.2.20070613095504.024f1978@mail.sdsu.edu>

Shannon, this is (literally) a textbook example of when to use 
TransactionBatch instead of TransactionCreate.  Within your scrip or 
template you can parse through all of the components of the transaction 
instead of firing on each one.

The Book has at least one example of using TransactionBatch and I think 
there are probably a couple of examples in the wiki as well.

Gene

At 07:40 AM 6/13/2007, Shannon Adams wrote:
>Using RT 3.6.3rc4.  What I want to do is send a comment to admin cc's, but 
>only if the comment is not part of a user closing/resolving a ticket.  I 
>have an "on resolve" script that includes all ticket history including all 
>comments.  How we typically resolve tickets is to use jumbo, then change 
>the status to "resolved", change the update type "reply to requesters", 
>then click save changes.  With the scripts I have setup now, the admin 
>cc's get two emails.  One for the comment, and one for the resolve.  The 
>problem is obviously my custom condition on the comment scrip.  It looks 
>like the ticket status if not yet "resolved" when the scrip fires, thus 
>the comment is sent even though the user has set the status to 
>resolved.  Any comments or suggestions on a way around this behavior?
>
>Here are the two global admin cc scrips.
>
>Description: On Comment Admin CCs
>Condition: On Comment
>Action: Notify AdminCcs as Comment
>Template: Global template: Admin Comment
>Stage: TransactionCreate
>Custom Condition:
>{ return $self->TransactionObj->Type eq 'comment' &&
>$self->TicketObj->Status ne 'new' &&
>$self->TicketObj->Status ne 'resolved'; }
>
>Description: Notify adminccs on resolve
>Condition: On Resolve
>Action: Notify AdminCcs as Comment
>Template: Global template: Resoolved Admin
>Stage: TransactionCreate
>
>Thanks,
>Shannon
>
>
>
>
>
>____________________________________________________________________________________
>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


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



From mikef at ack.berkeley.edu  Wed Jun 13 13:03:21 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Wed, 13 Jun 2007 10:03:21 -0700 (PDT)
Subject: [rt-users] Using rt-setup-database with local version of Handle.pm
In-Reply-To: <20070612223108.E97096@malcolm.berkeley.edu>
References: <20070612223108.E97096@malcolm.berkeley.edu>
Message-ID: <20070613095120.K17573@malcolm.berkeley.edu>

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

On Tue, 12 Jun 2007 at 22:48 (-0700), I wrote:

> In order to talk to my RT mysql database via SSL, I had to create a 
> local customized version of lib/RT/Handle.pm, in which I provide a 
> variable to BuildDSN (that I set in RT_SiteConfig.pm) specifying a 
> string to be added to the 'connect' statement, pointing to a 'my.cnf' 
> file (containing mysql SSL information).  This works fine for normal RT 
> operation.
>
> However, when I try to run rt-setup-database, to update my db schema, it 
> appears that my local version of Handle.pm is not being used. ... As far 
> as I can tell, rt-setup-database is doing the following:
>
>  use lib "/users/ist-rt/RT/rt/ist-rt/local/lib";
>  use lib "/users/ist-rt/RT/rt/ist-rt/lib";
>  ...
>  require RT::Handle;

I found the problem with rt-setup-database.  I replaced the above 'use' 
statements with this:

  use lib qw (/users/ist-rt/RT/rt/ist-rt/local/lib /users/ist-rt/RT/rt/ist-rt/lib);

and then my local version of Handle.pm was picked up.

Anyway, all this is really in relation to a different problem I'm having. 
After moving the db from an RT 3.4.5 system to my new 3.6.3 system, and 
then running rt-setup-database to apply the db updates that bring 3.4.5 to 
3.6.3, I'm still seeing strange symptoms in my web interface:

Inside a ticket display, some of the text from within an attachment is 
also appearing on top of the upper part of the screen, sort of overlaying, 
or mingling with, the logo and banner of the page.  Yet, a 'view source' 
of the page doesn't show that text at the top at all!

Also, the attachment contents themselves are not properly formatted: links 
are mixed in with text in an ugly way.

What can be causing this web display weirdness, given that all the data 
appears actually to be in the db?  (In fact, my dba, who copied over the 
3.4.5 db to the 3.6.3 system, says the two versions of the db compared 
exactly, byte for byte, before I ran my update scripts).

Thanks.

Mike

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

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From KFCrocker at lbl.gov  Wed Jun 13 13:43:00 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 13 Jun 2007 10:43:00 -0700
Subject: [rt-users] Custom Field format
In-Reply-To: <6.2.1.2.2.20070613093746.024c4b78@mail.sdsu.edu>
References: <466F2EE4.80803@lbl.gov>
	<6.2.1.2.2.20070613093746.024c4b78@mail.sdsu.edu>
Message-ID: <46702CA4.7040303@lbl.gov>

Gene,


	Thanks for the reply. I am now wondering if anyone out there has 
managed to ensure a date format when a CF is updated. Anyone? I could 
use a helpful model. Thanks.


Kenn
LBNL

Gene LeDuc wrote:
> Hi Kenn,
> 
> I can't see that there is a "Date" option for custom fields in 3.6.3 
> either, although there is an available validation format 
> "(?#Year)^[12]\d{3}$" that requires entries to begin with a 4-digit year 
> from either this or last century.  I don't recognize what the "(?#Year)" 
> at the beginning of the regexp means though.
> 
> Gene
> 
> At 04:40 PM 6/12/2007, Kenneth Crocker wrote:
>> To all,
>>
>>
>>         I am on 3.4.4 and cannot seem to find a way to define a custom 
>> field in the 'date' format. Is this possible on 3.4.4? Do I have to 
>> upgrade to 3.6.3 for this? 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 kukla at caset.buffalo.edu  Wed Jun 13 14:43:08 2007
From: kukla at caset.buffalo.edu (Michael Kukla)
Date: Wed, 13 Jun 2007 14:43:08 -0400
Subject: [rt-users] user names appearing  in comments dropdown
In-Reply-To: <48B97C10-A1E3-4357-A7D0-5714ACF23EE2@bestpractical.com>
References: <466FFE9B.3000009@caset.buffalo.edu>
	<48B97C10-A1E3-4357-A7D0-5714ACF23EE2@bestpractical.com>
Message-ID: <46703ABC.4090000@caset.buffalo.edu>

Jesse,
1.

 > Likely the users are still members of groups that have the own tickets
 > right. is that correct?
 >

It doesn't appear that way. We have only two locally defined groups and 
none of the disabled users who are appearing in the Comments/Owner drop
are in either of these two groups, i.e., the names of none of the 
disabled users are visible from the list generated by

Configuration->
    Groups->
     Select Group->
       "GroupName" ->
          Members

Also, the right to "OwnTicket" is not granted globally to the system 
groups:  "Unprivileged", "Privileged", and "Everyone".  	

However, I now notice that for the Queue where this anomaly was first 
noticed, I see that the roles  AdminCc and Cc do have the "OwnTicket" 
right. Perhaps some of the disabled users were an AdminCc or a Cc for 
the tickets where their names are in showing in Comment/Owner?


2.

 >> What is even stranger, I've found that the the list of users that
 >> appears in the Comments/Owners dropdown varies depending upon which
 >> privileged user currently owns the ticket
 >>
 > _how_ does it vary?

Well, for example, choosing an open ticket, say, #15426, in queue "A" 
owned by user "daves", and expanding the Comment/Owner drop down, I see
all current privileged users and *some* of the disabled users.

Repeating these steps for the same owner, and queue, but a different 
open ticket, #13780, I see the *same* mixed list of all currently 
privileged users and some disabled users.

Now, another open ticket in the same queue, but with  different owner,
the same mixed of user appears in the Comments/Owner dropdown--but with,
Hey!, the addition of the email address of un-privileged Cc for the ticket!

Hmm...Perhaps, Ccs' should not be able to own tickets?

Is that the likely conclusion--along with the guess the disabled users 
who are still showing up are still linked in as Cc's on long-ago 
**resolved** tickets?


Mike Kukla
CASet
645-6000 x1156
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~`

Need assistance?
Always use our workorder system first:

http://www.caset.buffalo.edu/support

If someone is ill or on vacation, you'll get a
more rapid reply.


Jesse Vincent wrote:
> 
> On Jun 13, 2007, at 10:26 AM, Michael Kukla wrote:
> 
>> We've discovered that once-privileged users who have definitely been 
>> disabled via
>> Configuration->
>>   Users->
>>     SelectUser->
>>       Username->
>>         Let this user access RT (unchecked)
>>         Let this user be granted rights (unchecked)
>>
>> still show up in the "Owner" dropdown one encounters when attempting 
>> to "Comment" on a ticket.
>>
>> As a first attempt to rectify recity this (mostly, btw, out of
>> respect for the pair of disabled users of ours who have unfortunately 
>> passed away), I found all the tickets owned by any disabled user and 
>> re-assigned the ownership to root.
>>
>> But this did not result in the elimination of their names from the 
>> dropdown.
>>
> 
> Likely the users are still members of groups that have the own tickets 
> right. is that correct?
> 
> -j
> 
>> What is even stranger, I've found that the the list of users that 
>> appears in the Comments/Owners dropdown varies depending upon which 
>> privileged user currently owns the ticket
>>
> _how_ does it vary?
> 
> 
> ------------------------------------------------------------------------
> 
> !DSPAM:4670222486471451172687!


From ruz at bestpractical.com  Wed Jun 13 15:04:53 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 13 Jun 2007 23:04:53 +0400
Subject: [rt-users] RT 3.6.1 - no more autoreply ?
In-Reply-To: <OF39371599.342F0A3D-ONC12572F9.0041ECFB-C12572F9.004551C7@prokom.pl>
References: <589c94400706130440i79cc97c8ue95cee77268b155b@mail.gmail.com>
	<OF39371599.342F0A3D-ONC12572F9.0041ECFB-C12572F9.004551C7@prokom.pl>
Message-ID: <589c94400706131204wd4a4c3fw4be8a03764ed8d67@mail.gmail.com>

If you switched from "Autoreply to requestor" scrip action to "notify
requestors, cc and admincc" then it's not autoreply anymore and
NotifyActor option should be taken into account.

On 6/13/07, Mariusz Stakowski <StakowskiM at prokom.pl> wrote:
>
>                                         Hello Ruslan,
>
>                 I have looked into rt.log and I've found this:
>
> [Wed Jun 13 10:22:34 2007] [debug]: About to think about scrips for transaction #1143 (/opt/rt3/lib/RT/Transaction_Overlay.pm:165)
> [Wed Jun 13 10:22:34 2007] [debug]: About to prepare scrips for transaction #1143 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
> [Wed Jun 13 10:22:34 2007] [debug]: Found 3 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:363)
> [Wed Jun 13 10:22:36 2007] [debug]: About to commit scrips for transaction #1143 (/opt/rt3/lib/RT/Transaction_Overlay.pm:178)
> [Wed Jun 13 10:22:36 2007] [info]: <rt-3.6.1-962-1181730154-978.103-3-0 at prokom.pl> #103/1143 - Scrip 3  (/opt/rt3/lib/RT/Action/SendEmail.pm:238)
> [Wed Jun 13 10:22:36 2007] [info]: <rt-3.6.1-962-1181730154-978.103-3-0 at prokom.pl> No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:250)
> [Wed Jun 13 10:22:36 2007] [info]: <rt-3.6.1-962-1181730155-90.103-4-0 at prokom.pl> #103/1143 - Scrip 4  (/opt/rt3/lib/RT/Action/SendEmail.pm:238)
> [Wed Jun 13 10:22:36 2007] [info]: <rt-3.6.1-962-1181730155-90.103-4-0 at prokom.pl> No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:250)
> [Wed Jun 13 10:22:36 2007] [info]: Ticket 103 created in queue 'General' by stakowskim (/opt/rt3/lib/RT/Ticket_Overlay.pm:755)
> [Wed Jun 13 10:22:44 2007] [debug]: RT::Date used date::parse to make 1970-01-01 -3600 (/opt/rt3/lib/RT/Date.pm:211)
> [Wed Jun 13 10:23:24 2007] [warning]: Use of uninitialized value in pattern match (m//) at /opt/rt3/lib/RT/Transaction_Overlay.pm line 1073. (/opt/rt3/lib/RT/Transaction_Overlay.pm:1073)
>
>
>
>                 As it should be, the ticket # is 103. Having found  "No recipients found. Not sending" I immediately looked for help on RT Wiki. I have found NoRecipFound but it is not my case - I have problem namely with AutoReply. Its true that I tried to add AdminCcs and Ccs to the recipients, but it shouldn't change the AutoReply behavior. And I have managed to change it somehow.
>
>                                         Where to look next - in SendEmail.pm ?
>
>          Best regards
>
> Mariusz
>
>
>
>
>
> "Ruslan Zakirov" <ruz at bestpractical.com>
> Wys?ane przez: rt-users-bounces at lists.bestpractical.com
>
> 2007-06-13 13:40
>         Do:        "Mariusz Stakowski" <StakowskiM at prokom.pl>
>         DW:        rt-users at lists.bestpractical.com
>         Temat:        Re: [rt-users] RT 3.6.1 - no more autoreply ?
>
>
> On 6/13/07, Mariusz Stakowski <StakowskiM at prokom.pl> wrote:
>  >
>  >                                 Hello list,
>  >
>  >                 Somehow I managed RT  to stop sending autoreply on ticket
>  > creation. It seems I have changed some configuration parameter by my
>  > manipulations. First,  I have tried to change Default Autoresponse template.
>  > I have just translated the text into our language. I don't think it could
>  > cause such result.  Then, I manipulated with scrip #3 . I was sure I
>  > restored settings correctly, but now I'm not sure anymore. Anyway the
>  > current settings are the following:
>  >
>  > condition : On CREATE
>  > operation: Notify Requestors, Ccs and AdminCcs
>  > template: GlobalTemplate: Autoreply
>  > stage: TransactionCreate
>  >
>  >                 Sendmail does not seem to be concerned. In its maillog there
>  > is no trace that it would try to send autoreply.
>  >
>  >                                 I would be happy to get some help.  Where to
>  > look first and how to proceed with
>  > debugging it ?
>  Start from RT log.
>
>
>  >
>  >
>  > Best regards
>  >
>  >  Mariusz
>  >
>  >
>
>
>  --
>  Best regards, Ruslan.
>  _______________________________________________
>  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>  Community help: http://wiki.bestpractical.com
>  Commercial support: sales at bestpractical.com
>
>
>  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>  Buy a copy at http://rtbook.bestpractical.com
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Best regards, Ruslan.

From JoopvandeWege at mococo.nl  Wed Jun 13 15:19:25 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 13 Jun 2007 21:19:25 +0200
Subject: [rt-users] MySQL->Oracle DB Migration & Binary Attachment data
	corruption - UTF8 issue?
In-Reply-To: <ad29e9850706121052l63834c9eq91a96bec3badc06b@mail.gmail.com>
References: <ad29e9850706121052l63834c9eq91a96bec3badc06b@mail.gmail.com>
Message-ID: <4670433D.80902@mococo.nl>

Todd Williams wrote:
> Hello,
> 
> Here are the pertinent details for our attempted migration:
> 
> Suse Linux 9.3 x86 32-bit
> MIGRATING:  MySQL 4.0.18 to Oracle 9i 9.2.0.6.0
> RT 3.6.3
> Perl 5.8.3
> DBIx::SearchBuilder 1.45, DBD::Oracle 1.19
> Apache 2.0.49
> Oracle SQL Developer & MySQL Migration Workbench plugin (latest)
> 
> 
> Issue: Binary Attachments & MySQL->Oracle DB Migration
> 
> Does anyone have experience with a successful MySQL 4.x to Oracle 9x RT 
> migration?
> 
> 1.  We have a perfectly functioning RT instance on this maching using 
> either MySQL or Oracle database type.  I have done both installs, and 
> both work independently.
> 
> 2.  After some trial and error while migrating to the Oracle database, 
> things seem to function much better if I allow RT to create the initial 
> DB Schema, rather than attempt to have the Oracle tool migrate the 
> schema from MySQL.
> 
> 3.  I have used the Oracle SQL Developer to migrate the data from the 
> MySQL to the Oracle instance.
> 
> 4.  The database contents seem to have migrated without any issue, 
> however, a primary issue is the binary attachments appear to be corrupt 
> coming from the migrated Oracle DB.
> 
> 5.  Upon comparing the contents of an attachment bit-for-bit from the 
> MySQL to Oracle tables, the data in each is identical post migration!!
> 
> 6.  Text attachments work fine, migrated just fine.  Tickets, users, 
> etc. migrated successfully.
> 
> 7.  There appears to be a decoding issue with the Oracle binary 
> attachments (from the migrated MySQL db) in that they seem to grow in 
> size approximately 23% upon downloading, and are corrupted as a result.  
> The data obtained through RT (downloading a ticket attachment, both WEB 
> and CMDLINE) is NOT the expected data stored in the Oracle table.  
> Perhaps this is a UTF8 issue of some sort? 
> 
> 8. Hex dump (snippet) of data (Correct in the database, Incorrect 
> produced out of RT's migrated database):
> 
> Correct data:      d0 cf 11 e0 a1 b1 1a e1 00 00 00 00 00 00 00 00 00 00 
> 00 00 00 00 00 00 3e 00 03 00 fe ff 09 00
> Incorrect data:    ef bf bd ef bf bd 11 ef bf bd ef bf bd ef bf bd 1a ef 
> bf bd 00 00 00 00 00 00 00 00 00 00 00 00
> 
> Note the 8-bit characters from the correct data above being replaced by: 
> 0xEF 0xBF 0xBD  in what is obtained from RT in the incorrect data line 
> above.
> 
> 9.  How do we overcome this so that previous (migrated) attachments work 
> correctly, and going forward all new attachments appear correctly as well?

I'm using Oracle too, Oracle XE. The way rows in the attachments table 
look is that they are base64 encoded. You can check that by starting 
from scratch and entering one ticket with a picture of word document 
attachment. You'll see that the content column contains the base64 
encoded data and contenttype and contentencoding columns contain the 
values needed to reconstruct the attachment. What probably is happening 
is that the migration wizard has transferred all the data from MySQL to 
Oracle but didn't take into account that RT sees Oracle as a binary 
unsafe database, thats why the content column is base64 encoded.
Depending on what is actually in the attachments table you might be able 
to transform it to the right values.

If you need help, let me know.

Joop



From willir70 at gmail.com  Wed Jun 13 16:26:08 2007
From: willir70 at gmail.com (Todd Williams)
Date: Wed, 13 Jun 2007 16:26:08 -0400
Subject: [rt-users] MySQL->Oracle DB Migration & Binary Attachment data
	corruption - UTF8 issue?
In-Reply-To: <4670433D.80902@mococo.nl>
References: <ad29e9850706121052l63834c9eq91a96bec3badc06b@mail.gmail.com>
	<4670433D.80902@mococo.nl>
Message-ID: <ad29e9850706131326j17e8efe1ief3579f9e8b49c4d@mail.gmail.com>

Hi Joop,

Yes, that is what we found -- all new attachments to the Oracle DB are
indeed Base64 encoded.  Not sure why RT sees Oracle as binary unsafe
(perhaps earlier versions were determined as unsafe) but I suspected this
might be the case.  However, in our case, the migrated attachment data can
be manually extracted from Oracle verbatim and compared with what was in the
MySQL database, binary compatible bit for bit.  It's all in how RT is
interpreting the attachment data coming from the newly migrated Oracle
database tables.

Could we easily address the interpretation issue within the RT code somehow,
or should we address the issue at the database level where there are 700+
tickets with multiple migrated attachments (automate the recoding of all
attachments)?  I have looked at several places in the RT code and it is not
painfully obvious where one might attempt to work around this issue.

Thanks for all your help and guidance in advance,

Todd

On 6/13/07, Joop van de Wege <JoopvandeWege at mococo.nl> wrote:
>
> Todd Williams wrote:
> > Hello,
> >
> > Here are the pertinent details for our attempted migration:
> >
> > Suse Linux 9.3 x86 32-bit
> > MIGRATING:  MySQL 4.0.18 to Oracle 9i 9.2.0.6.0
> > RT 3.6.3
> > Perl 5.8.3
> > DBIx::SearchBuilder 1.45, DBD::Oracle 1.19
> > Apache 2.0.49
> > Oracle SQL Developer & MySQL Migration Workbench plugin (latest)
> >
> >
> > Issue: Binary Attachments & MySQL->Oracle DB Migration
> >
> > Does anyone have experience with a successful MySQL 4.x to Oracle 9x RT
> > migration?
> >
> > 1.  We have a perfectly functioning RT instance on this maching using
> > either MySQL or Oracle database type.  I have done both installs, and
> > both work independently.
> >
> > 2.  After some trial and error while migrating to the Oracle database,
> > things seem to function much better if I allow RT to create the initial
> > DB Schema, rather than attempt to have the Oracle tool migrate the
> > schema from MySQL.
> >
> > 3.  I have used the Oracle SQL Developer to migrate the data from the
> > MySQL to the Oracle instance.
> >
> > 4.  The database contents seem to have migrated without any issue,
> > however, a primary issue is the binary attachments appear to be corrupt
> > coming from the migrated Oracle DB.
> >
> > 5.  Upon comparing the contents of an attachment bit-for-bit from the
> > MySQL to Oracle tables, the data in each is identical post migration!!
> >
> > 6.  Text attachments work fine, migrated just fine.  Tickets, users,
> > etc. migrated successfully.
> >
> > 7.  There appears to be a decoding issue with the Oracle binary
> > attachments (from the migrated MySQL db) in that they seem to grow in
> > size approximately 23% upon downloading, and are corrupted as a result.
> > The data obtained through RT (downloading a ticket attachment, both WEB
> > and CMDLINE) is NOT the expected data stored in the Oracle table.
> > Perhaps this is a UTF8 issue of some sort?
> >
> > 8. Hex dump (snippet) of data (Correct in the database, Incorrect
> > produced out of RT's migrated database):
> >
> > Correct data:      d0 cf 11 e0 a1 b1 1a e1 00 00 00 00 00 00 00 00 00 00
> > 00 00 00 00 00 00 3e 00 03 00 fe ff 09 00
> > Incorrect data:    ef bf bd ef bf bd 11 ef bf bd ef bf bd ef bf bd 1a ef
> > bf bd 00 00 00 00 00 00 00 00 00 00 00 00
> >
> > Note the 8-bit characters from the correct data above being replaced by:
> > 0xEF 0xBF 0xBD  in what is obtained from RT in the incorrect data line
> > above.
> >
> > 9.  How do we overcome this so that previous (migrated) attachments work
> > correctly, and going forward all new attachments appear correctly as
> well?
>
> I'm using Oracle too, Oracle XE. The way rows in the attachments table
> look is that they are base64 encoded. You can check that by starting
> from scratch and entering one ticket with a picture of word document
> attachment. You'll see that the content column contains the base64
> encoded data and contenttype and contentencoding columns contain the
> values needed to reconstruct the attachment. What probably is happening
> is that the migration wizard has transferred all the data from MySQL to
> Oracle but didn't take into account that RT sees Oracle as a binary
> unsafe database, thats why the content column is base64 encoded.
> Depending on what is actually in the attachments table you might be able
> to transform it to the right values.
>
> If you need help, let me know.
>
> Joop
>
>
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From jose.junior at mds.gov.br  Wed Jun 13 16:57:07 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Wed, 13 Jun 2007 17:57:07 -0300
Subject: [rt-users] Selecting data directly from RT db
Message-ID: <46705A23.3050905@mds.gov.br>

So, I'm doing a little python CGI that pulls data from the RT database, 
but some things are a little off:

* Sometimes counting the number of tickets 'new' and 'open' on a select 
gives a slightly different value than doing the same thing on RT query 
builder, like 3 or 4 tickets difference. Any tought why?

* How I select custom fields from tickets? Are they associated with 
queue or in other database?

Thanks in advance for any help.

[]s
Jose P. E. Junior


From gleduc at mail.sdsu.edu  Wed Jun 13 17:12:46 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 13 Jun 2007 14:12:46 -0700
Subject: [rt-users] Selecting data directly from RT db
In-Reply-To: <46705A23.3050905@mds.gov.br>
References: <46705A23.3050905@mds.gov.br>
Message-ID: <6.2.1.2.2.20070613140221.02571d78@mail.sdsu.edu>

Hello Jose,

Custom field values are associated with the ticket number.

Table ObjectCustomFieldValues has 5 fields that are likely to be of 
interest to you:
   CustomField: has the id of the custom field (cross-ref to CustomFields:Id)
   ObjectType: you probably want this to be "RT::Ticket"
   ObjectId: this is the ticket id (cross-ref to Tickets::Id)
   Content: this has the value of the custom field if it is less than 256 
characters
   LargeContent: this has the value of the custom field if it's too big to 
fit in Content

There are other fields as well, but their exploration is left to the reader.

Regards,
Gene

At 01:57 PM 6/13/2007, Jos? de Paula Eufr?sio J?nior wrote:
>So, I'm doing a little python CGI that pulls data from the RT database, 
>but some things are a little off:
>
>* Sometimes counting the number of tickets 'new' and 'open' on a select 
>gives a slightly different value than doing the same thing on RT query 
>builder, like 3 or 4 tickets difference. Any tought why?
>
>* How I select custom fields from tickets? Are they associated with queue 
>or in other database?
>
>Thanks in advance for any help.
>
>[]s
>Jose P. E. Junior


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



From ortsanfang at tuffmail.com  Wed Jun 13 17:20:21 2007
From: ortsanfang at tuffmail.com (Christian Felber)
Date: Wed, 13 Jun 2007 23:20:21 +0200
Subject: [rt-users] Reply: Change line "On Tue Jun 12 13:00:43 2007,
	email@test.local wrote
In-Reply-To: <466ECE44.1060608@tuffmail.com>
References: <466ECE44.1060608@tuffmail.com>
Message-ID: <46705F95.9030403@tuffmail.com>

Okay, one problem was that the mentioned part is not translated in the
de.po file.

But is there anybody who can tell me how I can change this line; what do
I need to do e. g. if I want to delete "On Tue Jun 12 13:00:43 2007,
email at test.local wrote"; which code is responsible for this line?

Christian

Christian Felber schrieb am 12.06.2007 18:48:
> Hi,
> 
> replying to a ticket I get an new window opened in which I can type in
> my response; the quoted message starts like this:
> 
> On Tue Jun 12 13:00:43 2007, email at test.local wrote
> 
> Can I change this line? I want to use another date format and I want
> German expressions?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From Keith.D.Schincke at nasa.gov  Wed Jun 13 17:52:39 2007
From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI])
Date: Wed, 13 Jun 2007 16:52:39 -0500
Subject: [rt-users] Create multiple tickets from a template
Message-ID: <5D0B651C5306D64AA429824F50D2C0AC21449A@NDJSEVS23B.ndc.nasa.gov>

Hey Guys

I am using RT 3.6.1 on a Debian etch server with a mysql backend. 

I am trying to create multiple tickets in the approval queue each with
an owned by a member from the approval group with the idea that the
parent ticket is approved when each member of the group has approved of
their approval ticket. 

It is possible to write a template that will on the "On Create"
condition take the "Create Tickets" action and open multiple tickets?

Below is a template I worked up.  I was trying to call the create ticket
template for each user in the group.

Would this be better solved with a "User Defined" action on the script.

Thanks for any pointers and information.

Keith

my $group_name='approval_group' ;
my $group = RT::Group->new( $RT::SystemUser );
$group->LoadUserDefinedGroup( $group_name );
die "couldn't load group" unless $group->id; 

my $users = $group->UserMembersObj;
while ( my $user = $users->Next ) {
    #print $user->Name, "\n";

===Create-Ticket: approvalreview
Subject: Approval review for "{$Tickets{'TOP'}->Subject}"
Depended-On-By: {$Tickets{'TOP'}->Id()}
Refers-To: {$Tickets{'TOP'}->Id()}
Owner: { $user }
Queue: Approvals 
Type: approval
Content: 
{ $Transaction->CreatorObj->Name } ({ $Ticket->RequestorAddresses }) has
created a ticket requiring your approval You should review and approve
it, so they can finish their work.
ENDOFCONTENT

}


From jesse at bestpractical.com  Wed Jun 13 18:06:00 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 13 Jun 2007 18:06:00 -0400
Subject: [rt-users] unsatisfied dependency
In-Reply-To: <46700EAC.2080201@j0ey.de>
References: <46700EAC.2080201@j0ey.de>
Message-ID: <7C54DBEF-B4E9-4A2B-9375-30D931459447@bestpractical.com>


On Jun 13, 2007, at 11:35 AM, joey wrote:

> While working with RT we are getting these errors from time to time..
> any hints?
>
> Postgres: 7.4
> RT      : 3.6.3
> Perl    : 5.8.8
> DBIx::SearchBuilder v1.48


Hm. Can you see if 3.6.4rc1 solves this for you?

-j

>
> -----------------------------------------------------------------
> error: Unsatisfied dependency chain in joins Attachments_2
> Transactions_1 at
> /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 1045.
> context:
> ...
> 1041:
> 1042: # here we could check if there is recursion in joins by checking
> that all joins
> 1043: # are processed
> 1044: if ( my @not_processed = grep !$processed{ $_ }, keys % 
> $joins ) {
> 1045: die "Unsatisfied dependency chain in joins @not_processed";
> 1046: }
> 1047: return $join_clause;
> 1048: }
> 1049:
> ...
> -----------------------------------------------------------------
>
> Greets,
> joey
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From rlong at bluegecko.net  Wed Jun 13 19:23:51 2007
From: rlong at bluegecko.net (Robert Long)
Date: Wed, 13 Jun 2007 16:23:51 -0700
Subject: [rt-users] transactionbatch not working as expected
Message-ID: <46707C87.1030808@bluegecko.net>

Hello all, I'm having an interesting issue.  When I select
TransactionBatch for the stage of my scrip, it seems to run both the
Custom action preparation code and the Custom action cleanup code
whenever I do anything - so for example, if I click 'reply' on the RT
interface my cleanup code gets run. 

Is this what is designed to happen?  When I do this with
TransactionCreate my 'cleanup code' will only be run when I submit
something.  I'm running RT 3.6.3 on Centos5.  The idea behind this scrip
is to change the owner on un-owned tickets, but not when someone
responds to a ticket and sets someone else as the owner...  My scrip
looks like:

# Condition:
On Correspond


# Custom action preparation code:
return 0 if ($self->TicketObj->OwnerObj->Id != $RT::Nobody->id);
my @batch = @{ $self->TicketObj->TransactionBatch };
foreach my $txn ( @batch ) {
  return 0 if $txn->Type ne "Correspond";
}
return 1;


# Custom action cleanup code:
my ($status, $msg) = $self->TicketObj->SetOwner(
$self->TransactionObj->Creator );
unless( $status ) {
  $RT::Logger->error( "Impossible to assign the ticket: $msg" );
  return undef;
}

return 1;


.r'



From grobm at vrshell.com  Wed Jun 13 09:07:44 2007
From: grobm at vrshell.com (Mark Grob)
Date: Wed, 13 Jun 2007 09:07:44 -0400
Subject: [rt-users] Does RT have an email address book option/solution?
Message-ID: <466FEC20.5020709@vrshell.com>

I searched the Wiki and was no able to find the answer. If I missed it 
please shoot me the link. But I checked the Wiki well.

Question:
Could RT have a local user profile address book of common emails, 
ideally with an auto fill based on caching or a look up feature?

I noticed that People feature in the ticket menu does allow me to search 
any prior emails or names that are in the RT system. Is it possible to 
link into this for the CC: field when my techs are contacting a separate 
party for additional information?

System background:
The RT system is running with Exchange as the primary mail service in 
the company environment.

Current Idea on solution:
I was considering a local replication to the LDAP mail service on the RT 
server but I was wondering if there is a simpler or better idea/solution.

Thanks In Advance,

-Mark Grob
www.vrshell.com


From jesse at bestpractical.com  Wed Jun 13 20:42:44 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 13 Jun 2007 20:42:44 -0400
Subject: [rt-users] user names appearing  in comments dropdown
In-Reply-To: <46703ABC.4090000@caset.buffalo.edu>
References: <466FFE9B.3000009@caset.buffalo.edu>
	<48B97C10-A1E3-4357-A7D0-5714ACF23EE2@bestpractical.com>
	<46703ABC.4090000@caset.buffalo.edu>
Message-ID: <03E7ACF8-2EBF-40E6-8B22-48B5B958E258@bestpractical.com>


On Jun 13, 2007, at 2:43 PM, Michael Kukla wrote:

> Jesse,
> 1.
>
> > Likely the users are still members of groups that have the own  
> tickets
> > right. is that correct?
> >
>
> It doesn't appear that way. We have only two locally defined groups  
> and none of the disabled users who are appearing in the Comments/ 
> Owner drop
> are in either of these two groups, i.e., the names of none of the  
> disabled users are visible from the list generated by
>
> Configuration->
>    Groups->
>     Select Group->
>       "GroupName" ->
>          Members
>
> Also, the right to "OwnTicket" is not granted globally to the  
> system groups:  "Unprivileged", "Privileged", and "Everyone".  	
>
> However, I now notice that for the Queue where this anomaly was  
> first noticed, I see that the roles  AdminCc and Cc do have the  
> "OwnTicket" right. Perhaps some of the disabled users were an  
> AdminCc or a Cc for the tickets where their names are in showing in  
> Comment/Owner?
>
Quite possibly.


> 2.
>
> >> What is even stranger, I've found that the the list of users that
> >> appears in the Comments/Owners dropdown varies depending upon which
> >> privileged user currently owns the ticket
> >>
> > _how_ does it vary?
>
> Well, for example, choosing an open ticket, say, #15426, in queue  
> "A" owned by user "daves", and expanding the Comment/Owner drop  
> down, I see
> all current privileged users and *some* of the disabled users.
>
> Repeating these steps for the same owner, and queue, but a  
> different open ticket, #13780, I see the *same* mixed list of all  
> currently privileged users and some disabled users.
>
> Now, another open ticket in the same queue, but with  different owner,
> the same mixed of user appears in the Comments/Owner dropdown--but  
> with,
> Hey!, the addition of the email address of un-privileged Cc for the  
> ticket!
>
> Hmm...Perhaps, Ccs' should not be able to own tickets?
>
Generally not, no. Try pulling that and seeing how you do?

> Is that the likely conclusion--along with the guess the disabled  
> users who are still showing up are still linked in as Cc's on long- 
> ago **resolved** tickets?
>
>
> Mike Kukla
> CASet
> 645-6000 x1156
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~`
>
> Need assistance?
> Always use our workorder system first:
>
> http://www.caset.buffalo.edu/support
>
> If someone is ill or on vacation, you'll get a
> more rapid reply.
>
>
> Jesse Vincent wrote:
>> On Jun 13, 2007, at 10:26 AM, Michael Kukla wrote:
>>> We've discovered that once-privileged users who have definitely  
>>> been disabled via
>>> Configuration->
>>>   Users->
>>>     SelectUser->
>>>       Username->
>>>         Let this user access RT (unchecked)
>>>         Let this user be granted rights (unchecked)
>>>
>>> still show up in the "Owner" dropdown one encounters when  
>>> attempting to "Comment" on a ticket.
>>>
>>> As a first attempt to rectify recity this (mostly, btw, out of
>>> respect for the pair of disabled users of ours who have  
>>> unfortunately passed away), I found all the tickets owned by any  
>>> disabled user and re-assigned the ownership to root.
>>>
>>> But this did not result in the elimination of their names from  
>>> the dropdown.
>>>
>> Likely the users are still members of groups that have the own  
>> tickets right. is that correct?
>> -j
>>> What is even stranger, I've found that the the list of users that  
>>> appears in the Comments/Owners dropdown varies depending upon  
>>> which privileged user currently owns the ticket
>>>
>> _how_ does it vary?
>> --------------------------------------------------------------------- 
>> ---
>> !DSPAM:4670222486471451172687!
>

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From sashag at austbrokers.com.au  Thu Jun 14 00:41:59 2007
From: sashag at austbrokers.com.au (Sasha Gerrand)
Date: Thu, 14 Jun 2007 14:41:59 +1000
Subject: [rt-users] Does RT have an email address book option/solution?
In-Reply-To: <466FEC20.5020709@vrshell.com>
References: <466FEC20.5020709@vrshell.com>
Message-ID: <11C1048FB499954D9C888EF15148AF0CB27EA8@austbdc.austbrok.local>

Have you tried using Nicolas Chuche's EmailCompletion module? (It's
available from CPAN[1].)

It would give you the feature set you have detailed, minus the access to
Exchange and its address books.

[1] http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.02/ 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mark Grob
Sent: Wednesday, 13 June 2007 11:08 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Does RT have an email address book option/solution?

I searched the Wiki and was no able to find the answer. If I missed it
please shoot me the link. But I checked the Wiki well.

Question:
Could RT have a local user profile address book of common emails,
ideally with an auto fill based on caching or a look up feature?

I noticed that People feature in the ticket menu does allow me to search
any prior emails or names that are in the RT system. Is it possible to
link into this for the CC: field when my techs are contacting a separate
party for additional information?

System background:
The RT system is running with Exchange as the primary mail service in
the company environment.

Current Idea on solution:
I was considering a local replication to the LDAP mail service on the RT
server but I was wondering if there is a simpler or better
idea/solution.

Thanks In Advance,

-Mark Grob
www.vrshell.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


From theillien at yahoo.com  Thu Jun 14 02:52:47 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 14 Jun 2007 02:52:47 -0400
Subject: [rt-users] Time Left is zero
In-Reply-To: <A2C58503-750A-49AF-9250-3D1162116AFC@bestpractical.com>
References: <466FB8D4.40604@yahoo.com>
	<A2C58503-750A-49AF-9250-3D1162116AFC@bestpractical.com>
Message-ID: <4670E5BF.4000003@yahoo.com>

So essentially, if I wanted this to auto-populate based on the due date I could
just write a scrip...hmmm...*scratches chin*

Keep up with me and what I'm up to: http://theillien.blogspot.com


Jesse Vincent wrote:
> 
> On Jun 13, 2007, at 5:28 AM, Mathew Snyder wrote:
> 
>> Has anyone else encountered this?  The time left on all of our tickets
>> is 0.
>> Even for those that haven't reached their "due" date yet.
>>
> TimeLeft is a field designed to allow you to keep track of how much you
> have left to do in a given ticket, not to automatically count the hours
> until due.
> 
> -j
> 
>> --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 ktm at rice.edu  Thu Jun 14 08:52:07 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 14 Jun 2007 07:52:07 -0500
Subject: [rt-users] MySQL->Oracle DB Migration & Binary Attachment data
	corruption - UTF8 issue?
In-Reply-To: <ad29e9850706131326j17e8efe1ief3579f9e8b49c4d@mail.gmail.com>
References: <ad29e9850706121052l63834c9eq91a96bec3badc06b@mail.gmail.com>
	<4670433D.80902@mococo.nl>
	<ad29e9850706131326j17e8efe1ief3579f9e8b49c4d@mail.gmail.com>
Message-ID: <20070614125207.GM13645@it.is.rice.edu>

On Wed, Jun 13, 2007 at 04:26:08PM -0400, Todd Williams wrote:
> Hi Joop,
> 
> Yes, that is what we found -- all new attachments to the Oracle DB are
> indeed Base64 encoded.  Not sure why RT sees Oracle as binary unsafe
> (perhaps earlier versions were determined as unsafe) but I suspected this
> might be the case.  However, in our case, the migrated attachment data can
> be manually extracted from Oracle verbatim and compared with what was in the
> MySQL database, binary compatible bit for bit.  It's all in how RT is
> interpreting the attachment data coming from the newly migrated Oracle
> database tables.
> 
> Could we easily address the interpretation issue within the RT code somehow,
> or should we address the issue at the database level where there are 700+
> tickets with multiple migrated attachments (automate the recoding of all
> attachments)?  I have looked at several places in the RT code and it is not
> painfully obvious where one might attempt to work around this issue.
> 
> Thanks for all your help and guidance in advance,
> 
> Todd
> 

Todd,

PostgreSQL suffers from the same classification as Oracle in this
regard. It should be very easy to run through your attachments table
and just re-encode your contents to base64.

Ken

> On 6/13/07, Joop van de Wege <JoopvandeWege at mococo.nl> wrote:
> >
> >Todd Williams wrote:
> >> Hello,
> >>
> >> Here are the pertinent details for our attempted migration:
> >>
> >> Suse Linux 9.3 x86 32-bit
> >> MIGRATING:  MySQL 4.0.18 to Oracle 9i 9.2.0.6.0
> >> RT 3.6.3
> >> Perl 5.8.3
> >> DBIx::SearchBuilder 1.45, DBD::Oracle 1.19
> >> Apache 2.0.49
> >> Oracle SQL Developer & MySQL Migration Workbench plugin (latest)
> >>
> >>
> >> Issue: Binary Attachments & MySQL->Oracle DB Migration
> >>
> >> Does anyone have experience with a successful MySQL 4.x to Oracle 9x RT
> >> migration?
> >>
> >> 1.  We have a perfectly functioning RT instance on this maching using
> >> either MySQL or Oracle database type.  I have done both installs, and
> >> both work independently.
> >>
> >> 2.  After some trial and error while migrating to the Oracle database,
> >> things seem to function much better if I allow RT to create the initial
> >> DB Schema, rather than attempt to have the Oracle tool migrate the
> >> schema from MySQL.
> >>
> >> 3.  I have used the Oracle SQL Developer to migrate the data from the
> >> MySQL to the Oracle instance.
> >>
> >> 4.  The database contents seem to have migrated without any issue,
> >> however, a primary issue is the binary attachments appear to be corrupt
> >> coming from the migrated Oracle DB.
> >>
> >> 5.  Upon comparing the contents of an attachment bit-for-bit from the
> >> MySQL to Oracle tables, the data in each is identical post migration!!
> >>
> >> 6.  Text attachments work fine, migrated just fine.  Tickets, users,
> >> etc. migrated successfully.
> >>
> >> 7.  There appears to be a decoding issue with the Oracle binary
> >> attachments (from the migrated MySQL db) in that they seem to grow in
> >> size approximately 23% upon downloading, and are corrupted as a result.
> >> The data obtained through RT (downloading a ticket attachment, both WEB
> >> and CMDLINE) is NOT the expected data stored in the Oracle table.
> >> Perhaps this is a UTF8 issue of some sort?
> >>
> >> 8. Hex dump (snippet) of data (Correct in the database, Incorrect
> >> produced out of RT's migrated database):
> >>
> >> Correct data:      d0 cf 11 e0 a1 b1 1a e1 00 00 00 00 00 00 00 00 00 00
> >> 00 00 00 00 00 00 3e 00 03 00 fe ff 09 00
> >> Incorrect data:    ef bf bd ef bf bd 11 ef bf bd ef bf bd ef bf bd 1a ef
> >> bf bd 00 00 00 00 00 00 00 00 00 00 00 00
> >>
> >> Note the 8-bit characters from the correct data above being replaced by:
> >> 0xEF 0xBF 0xBD  in what is obtained from RT in the incorrect data line
> >> above.
> >>
> >> 9.  How do we overcome this so that previous (migrated) attachments work
> >> correctly, and going forward all new attachments appear correctly as
> >well?
> >
> >I'm using Oracle too, Oracle XE. The way rows in the attachments table
> >look is that they are base64 encoded. You can check that by starting
> >from scratch and entering one ticket with a picture of word document
> >attachment. You'll see that the content column contains the base64
> >encoded data and contenttype and contentencoding columns contain the
> >values needed to reconstruct the attachment. What probably is happening
> >is that the migration wizard has transferred all the data from MySQL to
> >Oracle but didn't take into account that RT sees Oracle as a binary
> >unsafe database, thats why the content column is base64 encoded.
> >Depending on what is actually in the attachments table you might be able
> >to transform it to the right values.
> >
> >If you need help, let me know.
> >
> >Joop
> >
> >

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


From StakowskiM at prokom.pl  Thu Jun 14 10:30:49 2007
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Thu, 14 Jun 2007 16:30:49 +0200
Subject: [rt-users] AutoReply - no Template this time ?
Message-ID: <OF740EF0A9.FB2A1F6C-ONC12572FA.004D1301-C12572FA.004DE074@prokom.pl>

                                Hello list,

                I'm trying to translate some templates into Polish. There 
was no problem with the template for resolved ticket. It works - no 
problem even with Polish characters. But I achieved a strange result with 
Autoreply template. Instead of having translated text corresponding to 
"Greetings ..." I receive a mail as attached below.

        Could you possibly help me to find the error I have commited ? 
Where to start looking for the source of the problem ? Maybe some scrip 
again ? 



Best regards

Mariusz


----- Przes?ane przez Mariusz Stakowski/WROC?AW/PROKOM/PL dnia 2007-06-14 
15:41 -----


"The default queue via RT" <rt at sosadm.prokom.pl>
2007-06-14 14:50
Odpowiedz do rt
 
        Do:     stakowskim at prokom.pl
        DW: 
        Temat:  [sosadm.prokom.pl #109] no template ?


Thu Jun 14 14:50:24 2007: Request 109 was acted upon.
Transaction: Ticket created by stakowskim
       Queue: General
     Subject: no template ?
       Owner: Nobody
  Requestors: stakowskim at prokom.pl
      Status: new
 Ticket <URL: http://sosadm.prokom.pl/Ticket/Display.html?id=109 >


                        There is no Autoreply Template - why ?
Regards

Mariusz



                        There is no Autoreply Template - why ? 
Regards

Mariusz
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From timatqems at gmail.com  Thu Jun 14 07:42:39 2007
From: timatqems at gmail.com (Tim Hill)
Date: Thu, 14 Jun 2007 12:42:39 +0100
Subject: [rt-users] Delete large attachment
Message-ID: <83cbbb60706140442m42338223w6e5547caf00c8ea6@mail.gmail.com>

Hi,

I have a member of staff who has decided to attach docuements to his tickets
in bitmap format, unfortunately these bitmap images are between 4 and 8 MB
in size and they have taken up more space in a day of doing this than the
rest of the RT system has taken up in almost a year of operation.

 I don't mind if the tickets have to be deleted, they can be recreated
easily enough. How can I get rid of these attachments from the RT database?
Where are the attachments stored and what are my options for getting rid of
them?

I am using the following:
RT version 3.4.4 from an ubuntu package.
Server version of dapper drake 6.06 LTS (webmin shows this as 6.06.1)
Webmin version 1.320
PostgreSQL version 7.4.12 (With schemas)

Please let me know if you require any other information.

Thanks in advance,
Tim
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From j0ey at j0ey.de  Thu Jun 14 11:34:35 2007
From: j0ey at j0ey.de (joey)
Date: Thu, 14 Jun 2007 17:34:35 +0200
Subject: [rt-users] unsatisfied dependency
In-Reply-To: <7C54DBEF-B4E9-4A2B-9375-30D931459447@bestpractical.com>
References: <46700EAC.2080201@j0ey.de>
	<7C54DBEF-B4E9-4A2B-9375-30D931459447@bestpractical.com>
Message-ID: <4671600B.2030700@j0ey.de>

Hey,

Jesse Vincent wrote:
> 
> On Jun 13, 2007, at 11:35 AM, joey wrote:
> 
>> While working with RT we are getting these errors from time to time..
>> any hints?
>>
>> Postgres: 7.4
>> RT      : 3.6.3
>> Perl    : 5.8.8
>> DBIx::SearchBuilder v1.48
> 
> 
> Hm. Can you see if 3.6.4rc1 solves this for you?
> 
> -j

hrm.. i'll check that as soon as 3.6.4 is "stable" - afraid of touching
a "nearly" running system :)

> 
>>
>> -----------------------------------------------------------------
>> error: Unsatisfied dependency chain in joins Attachments_2
>> Transactions_1 at
>> /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 1045.
>> context:
>> ...
>> 1041:
>> 1042: # here we could check if there is recursion in joins by checking
>> that all joins
>> 1043: # are processed
>> 1044: if ( my @not_processed = grep !$processed{ $_ }, keys %$joins ) {
>> 1045: die "Unsatisfied dependency chain in joins @not_processed";
>> 1046: }
>> 1047: return $join_clause;
>> 1048: }
>> 1049:
>> ...
>> -----------------------------------------------------------------
>>
>> Greets,
>> joey
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales 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 Jun 14 12:05:24 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 14 Jun 2007 20:05:24 +0400
Subject: [rt-users] unsatisfied dependency
In-Reply-To: <4671600B.2030700@j0ey.de>
References: <46700EAC.2080201@j0ey.de>
	<7C54DBEF-B4E9-4A2B-9375-30D931459447@bestpractical.com>
	<4671600B.2030700@j0ey.de>
Message-ID: <589c94400706140905q4c292adfifccbb1b9a2e90bca@mail.gmail.com>

On 6/14/07, joey <j0ey at j0ey.de> wrote:
> Hey,
>
> Jesse Vincent wrote:
> >
> > On Jun 13, 2007, at 11:35 AM, joey wrote:
> >
> >> While working with RT we are getting these errors from time to time..
> >> any hints?
> >>
> >> Postgres: 7.4
> >> RT      : 3.6.3
> >> Perl    : 5.8.8
> >> DBIx::SearchBuilder v1.48
> >
> >
> > Hm. Can you see if 3.6.4rc1 solves this for you?
> >
> > -j
>
> hrm.. i'll check that as soon as 3.6.4 is "stable" - afraid of touching
> a "nearly" running system :)
really you should try rc2 fix is there. you can set up RC without
touching real server. use different --prefix, skip DB init or use
different name of DB and run with standalone httpd server.

>
> >
> >>
> >> -----------------------------------------------------------------
> >> error: Unsatisfied dependency chain in joins Attachments_2
> >> Transactions_1 at
> >> /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 1045.
> >> context:
> >> ...
> >> 1041:
> >> 1042: # here we could check if there is recursion in joins by checking
> >> that all joins
> >> 1043: # are processed
> >> 1044: if ( my @not_processed = grep !$processed{ $_ }, keys %$joins ) {
> >> 1045: die "Unsatisfied dependency chain in joins @not_processed";
> >> 1046: }
> >> 1047: return $join_clause;
> >> 1048: }
> >> 1049:
> >> ...
> >> -----------------------------------------------------------------
> >>
> >> Greets,
> >> joey
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: 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 gleduc at mail.sdsu.edu  Thu Jun 14 12:41:25 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 14 Jun 2007 09:41:25 -0700
Subject: [rt-users] Delete large attachment
In-Reply-To: <83cbbb60706140442m42338223w6e5547caf00c8ea6@mail.gmail.com
 >
References: <83cbbb60706140442m42338223w6e5547caf00c8ea6@mail.gmail.com>
Message-ID: <6.2.1.2.2.20070614090941.02447ea8@mail.sdsu.edu>

Hi Tim,

Best to try this on something harmless before assaulting your production 
database.

Disclaimer - I don't know anything about PostgreSQL other than it's a 
database.  I use MySQL, so my answer probably needs to be translated from 
MySQL to PostgreSQL.  I also use RT 3.6.3, so there might be schema 
differences as well.

Attachments are stored in the Attachments table.  The contents are stored 
in a column called Content.  This column is a longtext (in MySQL), meaning 
it can store up to 4GB.

If you were using MySQL, the following statement should replace all 
attachments greater than a certain size (4MB for example) with an 
"Attachment deleted" statement.  I have no idea what the syntax would be 
using PostgreSQL.

UPDATE Attachments SET Content = 'Attachment deleted due to space 
constraints.', ContentType = 'text/plain', ContentEncoding = 'none' WHERE 
LENGTH(Content) > 4000000;

If you want to do it for specific tickets, you need to get the ticket 
number indirectly.  The Attachments:TransactionId column points to a 
Transactions record whose Transactions:ObjectId column contains the ticket 
number.

Have fun and be careful out there!
Gene

At 04:42 AM 6/14/2007, Tim Hill wrote:
>Hi,
>
>I have a member of staff who has decided to attach docuements to his 
>tickets in bitmap format, unfortunately these bitmap images are between 4 
>and 8 MB in size and they have taken up more space in a day of doing this 
>than the rest of the RT system has taken up in almost a year of operation.
>
>I don't mind if the tickets have to be deleted, they can be recreated 
>easily enough. How can I get rid of these attachments from the RT 
>database? Where are the attachments stored and what are my options for 
>getting rid of them?
>
>I am using the following:
>RT version 3.4.4 from an ubuntu package.
>Server version of dapper drake 6.06 LTS (webmin shows this as 6.06.1)
>Webmin version 1.320
>PostgreSQL version 7.4.12 (With schemas)
>
>Please let me know if you require any other information.
>
>Thanks in advance,
>Tim


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



From JStark at sumtotalsystems.com  Thu Jun 14 13:11:30 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Thu, 14 Jun 2007 10:11:30 -0700
Subject: [rt-users] Delete large attachment
In-Reply-To: <6.2.1.2.2.20070614090941.02447ea8@mail.sdsu.edu>
References: <83cbbb60706140442m42338223w6e5547caf00c8ea6@mail.gmail.com>
	<6.2.1.2.2.20070614090941.02447ea8@mail.sdsu.edu>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03A0B297@mtn-exch1.sumtotalsystems.com>

Hi Gene,

What would you recommend for Custom Field Attachments?  They are stored
in the ObjectCustomFieldValues in the LargeContent field, correct?
Would you do the same for that table?

Thanks, 

- 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: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene
LeDuc
Sent: Thursday, June 14, 2007 12:41 PM
To: Tim Hill
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Delete large attachment

Hi Tim,

Best to try this on something harmless before assaulting your production
database.

Disclaimer - I don't know anything about PostgreSQL other than it's a
database.  I use MySQL, so my answer probably needs to be translated
from MySQL to PostgreSQL.  I also use RT 3.6.3, so there might be schema
differences as well.

Attachments are stored in the Attachments table.  The contents are
stored in a column called Content.  This column is a longtext (in
MySQL), meaning it can store up to 4GB.

If you were using MySQL, the following statement should replace all
attachments greater than a certain size (4MB for example) with an
"Attachment deleted" statement.  I have no idea what the syntax would be
using PostgreSQL.

UPDATE Attachments SET Content = 'Attachment deleted due to space
constraints.', ContentType = 'text/plain', ContentEncoding = 'none'
WHERE
LENGTH(Content) > 4000000;

If you want to do it for specific tickets, you need to get the ticket
number indirectly.  The Attachments:TransactionId column points to a
Transactions record whose Transactions:ObjectId column contains the
ticket number.

Have fun and be careful out there!
Gene

At 04:42 AM 6/14/2007, Tim Hill wrote:
>Hi,
>
>I have a member of staff who has decided to attach docuements to his 
>tickets in bitmap format, unfortunately these bitmap images are between

>4 and 8 MB in size and they have taken up more space in a day of doing 
>this than the rest of the RT system has taken up in almost a year of
operation.
>
>I don't mind if the tickets have to be deleted, they can be recreated 
>easily enough. How can I get rid of these attachments from the RT 
>database? Where are the attachments stored and what are my options for 
>getting rid of them?
>
>I am using the following:
>RT version 3.4.4 from an ubuntu package.
>Server version of dapper drake 6.06 LTS (webmin shows this as 6.06.1) 
>Webmin version 1.320 PostgreSQL version 7.4.12 (With schemas)
>
>Please let me know if you require any other information.
>
>Thanks in advance,
>Tim


--
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:
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Buy a copy at http://rtbook.bestpractical.com



From jplatter at vortexit.net  Thu Jun 14 13:23:12 2007
From: jplatter at vortexit.net (Jeff Platter)
Date: Thu, 14 Jun 2007 13:23:12 -0400
Subject: [rt-users] Delete large attachment
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03A0B297@mtn-exch1.sumtotalsystems.com>
References: <83cbbb60706140442m42338223w6e5547caf00c8ea6@mail.gmail.com>	<6.2.1.2.2.20070614090941.02447ea8@mail.sdsu.edu>
	<1AC37FBEF7856646AC61A9F285BC14CC03A0B297@mtn-exch1.sumtotalsystems.com>
Message-ID: <030701c7aea8$aff75830$0fe60890$@net>

Hey you guys might want to try the RTx::Shredder extension. You can find it
on cpan: http://search.cpan.org/~ruz/RTx-Shredder-0.06/lib/RTx/Shredder.pm

I've installed it and used it before. It works great with tickets and there
is an option in there for attachments as well. There is a WebUI for it so
you don't really need to mess with any SQL directly.

Just a thought. Hope it helps.
-Jeff

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Stark
Sent: Thursday, June 14, 2007 1:12 PM
To: Gene LeDuc; Tim Hill
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Delete large attachment

Hi Gene,

What would you recommend for Custom Field Attachments?  They are stored
in the ObjectCustomFieldValues in the LargeContent field, correct?
Would you do the same for that table?

Thanks, 

- 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: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene
LeDuc
Sent: Thursday, June 14, 2007 12:41 PM
To: Tim Hill
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Delete large attachment

Hi Tim,

Best to try this on something harmless before assaulting your production
database.

Disclaimer - I don't know anything about PostgreSQL other than it's a
database.  I use MySQL, so my answer probably needs to be translated
from MySQL to PostgreSQL.  I also use RT 3.6.3, so there might be schema
differences as well.

Attachments are stored in the Attachments table.  The contents are
stored in a column called Content.  This column is a longtext (in
MySQL), meaning it can store up to 4GB.

If you were using MySQL, the following statement should replace all
attachments greater than a certain size (4MB for example) with an
"Attachment deleted" statement.  I have no idea what the syntax would be
using PostgreSQL.

UPDATE Attachments SET Content = 'Attachment deleted due to space
constraints.', ContentType = 'text/plain', ContentEncoding = 'none'
WHERE
LENGTH(Content) > 4000000;

If you want to do it for specific tickets, you need to get the ticket
number indirectly.  The Attachments:TransactionId column points to a
Transactions record whose Transactions:ObjectId column contains the
ticket number.

Have fun and be careful out there!
Gene

At 04:42 AM 6/14/2007, Tim Hill wrote:
>Hi,
>
>I have a member of staff who has decided to attach docuements to his 
>tickets in bitmap format, unfortunately these bitmap images are between

>4 and 8 MB in size and they have taken up more space in a day of doing 
>this than the rest of the RT system has taken up in almost a year of
operation.
>
>I don't mind if the tickets have to be deleted, they can be recreated 
>easily enough. How can I get rid of these attachments from the RT 
>database? Where are the attachments stored and what are my options for 
>getting rid of them?
>
>I am using the following:
>RT version 3.4.4 from an ubuntu package.
>Server version of dapper drake 6.06 LTS (webmin shows this as 6.06.1) 
>Webmin version 1.320 PostgreSQL version 7.4.12 (With schemas)
>
>Please let me know if you require any other information.
>
>Thanks in advance,
>Tim


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

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

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From justin.hayes at orbisuk.com  Thu Jun 14 12:36:47 2007
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Thu, 14 Jun 2007 17:36:47 +0100
Subject: [rt-users] ImageAutoResize in RT 3.6.3
In-Reply-To: <8B53BA7E90552E45AF25093FD6DFA1DB052F9503@xlivmbx34.aig.com>
References: <8B53BA7E90552E45AF25093FD6DFA1DB052F9503@xlivmbx34.aig.com>
Message-ID: <C0A2434E-271D-4AD2-9573-6807F1176970@orbisuk.com>

This is what I did on 3.6.3:

copy share/html/Ticket/Elements/ShowTransactionAttachments to local/ 
html/Ticket/Elements/

then at around link 156 there is the code that display an image:

     # if it's an image, show it as an image
     elsif ( $RT::ShowTransactionImages and  $message->ContentType  
=~ /^image\//i ) {
         $m->out('<img src="'
               . $AttachPath . '/'
               . $Transaction->Id . '/'
               . $message->Id
               . '/" />' );
     }

well I just added a 'width=90%' declaration and it seems to work fine  
for me

     # if it's an image, show it as an image
     elsif ( $RT::ShowTransactionImages and  $message->ContentType  
=~ /^image\//i ) {
         $m->out('<img width=90% src="'
               . $AttachPath . '/'
               . $Transaction->Id . '/'
               . $message->Id
               . '/" />' );
     }

HTH

Justin

------------------------------------------------------
Justin Hayes
Support Manager
justin.hayes at orbisuk.com



On 7 May 2007, at 08:34, Baytalskiy, Sal wrote:

> Hello!
>
> I found an article on automatic image resizing for RT 3.2 on the Wiki.
>
> However it talks about some files that seem to be very different in  
> RT 3.6.3 that i'm running.
>
> Is there a way to automatically scale attached images to the  
> ticket's display width?
>
> Thanks !
>
> Sal Baytalskiy
>
> *** NDS UK IT scanned this email for malicious content ***
> *** IMPORTANT: Do not open attachments from unrecognized senders  ***
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
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> Commercial support: sales at bestpractical.com
>
>
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From gleduc at mail.sdsu.edu  Thu Jun 14 13:31:51 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 14 Jun 2007 10:31:51 -0700
Subject: [rt-users] Delete large attachment
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03A0B297@mtn-exch1.sumtota
	lsystems.com>
References: <83cbbb60706140442m42338223w6e5547caf00c8ea6@mail.gmail.com>
	<6.2.1.2.2.20070614090941.02447ea8@mail.sdsu.edu>
	<1AC37FBEF7856646AC61A9F285BC14CC03A0B297@mtn-exch1.sumtotalsystems.com>
Message-ID: <6.2.1.2.2.20070614101600.02494100@mail.sdsu.edu>

Sorry, I've never used the CF types "Upload one file" or "Upload multiple 
files".  There aren't enough disclaimers to cover any advice I might give 
about CF Attachments!

Gene

At 10:11 AM 6/14/2007, Jeff Stark wrote:
>Hi Gene,
>
>What would you recommend for Custom Field Attachments?  They are stored
>in the ObjectCustomFieldValues in the LargeContent field, correct?
>Would you do the same for that table?
>
>Thanks,
>
>- Stark


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



From JStark at sumtotalsystems.com  Thu Jun 14 13:50:28 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Thu, 14 Jun 2007 10:50:28 -0700
Subject: [rt-users] Delete large attachment
In-Reply-To: <030701c7aea8$aff75830$0fe60890$@net>
References: <83cbbb60706140442m42338223w6e5547caf00c8ea6@mail.gmail.com>	<6.2.1.2.2.20070614090941.02447ea8@mail.sdsu.edu>
	<1AC37FBEF7856646AC61A9F285BC14CC03A0B297@mtn-exch1.sumtotalsystems.com>
	<030701c7aea8$aff75830$0fe60890$@net>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03A0B2EB@mtn-exch1.sumtotalsystems.com>

Thanks Jeff, we do have Shredder installed and it works great for
Tickets, etc...but you can't shred Attachments in Custom Fields with it,
so we are left with shredding the ticket or dealing with the horrid
performance of the system with the large attachment... 


 
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: Jeff Platter [mailto:jplatter at vortexit.net] 
Sent: Thursday, June 14, 2007 1:23 PM
To: Jeff Stark; 'Gene LeDuc'; 'Tim Hill'
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Delete large attachment

Hey you guys might want to try the RTx::Shredder extension. You can find
it on cpan:
http://search.cpan.org/~ruz/RTx-Shredder-0.06/lib/RTx/Shredder.pm

I've installed it and used it before. It works great with tickets and
there is an option in there for attachments as well. There is a WebUI
for it so you don't really need to mess with any SQL directly.

Just a thought. Hope it helps.
-Jeff

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff
Stark
Sent: Thursday, June 14, 2007 1:12 PM
To: Gene LeDuc; Tim Hill
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Delete large attachment

Hi Gene,

What would you recommend for Custom Field Attachments?  They are stored
in the ObjectCustomFieldValues in the LargeContent field, correct?
Would you do the same for that table?

Thanks, 

- 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: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene
LeDuc
Sent: Thursday, June 14, 2007 12:41 PM
To: Tim Hill
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Delete large attachment

Hi Tim,

Best to try this on something harmless before assaulting your production
database.

Disclaimer - I don't know anything about PostgreSQL other than it's a
database.  I use MySQL, so my answer probably needs to be translated
from MySQL to PostgreSQL.  I also use RT 3.6.3, so there might be schema
differences as well.

Attachments are stored in the Attachments table.  The contents are
stored in a column called Content.  This column is a longtext (in
MySQL), meaning it can store up to 4GB.

If you were using MySQL, the following statement should replace all
attachments greater than a certain size (4MB for example) with an
"Attachment deleted" statement.  I have no idea what the syntax would be
using PostgreSQL.

UPDATE Attachments SET Content = 'Attachment deleted due to space
constraints.', ContentType = 'text/plain', ContentEncoding = 'none'
WHERE
LENGTH(Content) > 4000000;

If you want to do it for specific tickets, you need to get the ticket
number indirectly.  The Attachments:TransactionId column points to a
Transactions record whose Transactions:ObjectId column contains the
ticket number.

Have fun and be careful out there!
Gene

At 04:42 AM 6/14/2007, Tim Hill wrote:
>Hi,
>
>I have a member of staff who has decided to attach docuements to his 
>tickets in bitmap format, unfortunately these bitmap images are between

>4 and 8 MB in size and they have taken up more space in a day of doing 
>this than the rest of the RT system has taken up in almost a year of
operation.
>
>I don't mind if the tickets have to be deleted, they can be recreated 
>easily enough. How can I get rid of these attachments from the RT 
>database? Where are the attachments stored and what are my options for 
>getting rid of them?
>
>I am using the following:
>RT version 3.4.4 from an ubuntu package.
>Server version of dapper drake 6.06 LTS (webmin shows this as 6.06.1) 
>Webmin version 1.320 PostgreSQL version 7.4.12 (With schemas)
>
>Please let me know if you require any other information.
>
>Thanks in advance,
>Tim


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

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


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Buy a copy at http://rtbook.bestpractical.com

--
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From sturner at MIT.EDU  Thu Jun 14 13:08:09 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 14 Jun 2007 13:08:09 -0400
Subject: [rt-users] Delete large attachment
In-Reply-To: <83cbbb60706140442m42338223w6e5547caf00c8ea6@mail.gmail.com
 >
References: <83cbbb60706140442m42338223w6e5547caf00c8ea6@mail.gmail.com>
Message-ID: <6.2.3.4.2.20070614130134.03e28010@po14.mit.edu>

At Thursday 6/14/2007 07:42 AM, Tim Hill wrote:
>Hi,
>
>I have a member of staff who has decided to attach docuements to his 
>tickets in bitmap format, unfortunately these bitmap images are 
>between 4 and 8 MB in size and they have taken up more space in a 
>day of doing this than the rest of the RT system has taken up in 
>almost a year of operation.
>
>I don't mind if the tickets have to be deleted, they can be 
>recreated easily enough. How can I get rid of these attachments from 
>the RT database? Where are the attachments stored and what are my 
>options for getting rid of them?
>
>I am using the following:
>RT version 3.4.4 from an ubuntu package.
>Server version of dapper drake 6.06 LTS (webmin shows this as 6.06.1)
>Webmin version 1.320
>PostgreSQL version 7.4.12 (With schemas)
>
>Please let me know if you require any other information.
>
>Thanks in advance,
>Tim

Tim,

As always I'd recommend using a Perl script rather than monkey with 
the database - you can delete a transaction through the RT API:

Here's the script I use. It needs RT_HOME set as an environment 
variable, and RT_HOME/lib directory should be on Perl's search path.

#!/bin/perl
#
# Deletes a transaction from the database.
#
use lib $ENV{RT_HOME}."/etc";

use RT::Interface::CLI qw (CleanEnv GetCurrentUser);
use RT::User;
use RT::Ticket;

die "Usage: $0 ticket_number transaction_number" if scalar (@ARGV) != 2;
my $tktno = shift @ARGV;
my $transno = shift @ARGV;

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

my $CurrentUser = GetCurrentUser();

my $Ticket = new RT::Ticket($CurrentUser);
$Ticket->Load($tktno);

die "Unknown ticket $tktno" if ! $Ticket->id;

my $Transaction = new RT::Transaction($CurrentUser);
$Transaction->Load($transno);

die "No such transaction $transno" if ! $Transaction->id;

die "Wrong ticket number" unless $Transaction->ObjectType eq 
'RT::Ticket' && $Transaction->ObjectId == $tktno;

print "Transaction Found:\n";
print "  ID: ".$Transaction->Id."\n";
print "  Type: ".$Transaction->Type."\n";
print "  Created: ".$Transaction->Created."\n";

print "Do you really want to delete the transaction? [N] ";
$| = 1;
$_ = <STDIN>;

chomp;

if ($_ && uc($_) eq 'Y') {
     $Transaction->Delete();
     print "Transaction Deleted\n";
} else {
     print "OK - Not Deleting\n";
}




From willir70 at gmail.com  Thu Jun 14 12:13:07 2007
From: willir70 at gmail.com (Todd Williams)
Date: Thu, 14 Jun 2007 12:13:07 -0400
Subject: [rt-users] MySQL->Oracle DB Migration & Binary Attachment data
	corruption - UTF8 issue?
In-Reply-To: <20070614125207.GM13645@it.is.rice.edu>
References: <ad29e9850706121052l63834c9eq91a96bec3badc06b@mail.gmail.com>
	<4670433D.80902@mococo.nl>
	<ad29e9850706131326j17e8efe1ief3579f9e8b49c4d@mail.gmail.com>
	<20070614125207.GM13645@it.is.rice.edu>
Message-ID: <ad29e9850706140913r479c0551hc1b6488892df499c@mail.gmail.com>

Perhaps someone out there has already written something similar to do this,
so that we need not re-invent the wheel?

On another note, I cannot seem to find the RT3 MySQL to Oracle conversion
script/info that has been mentioned in some older posts.  It is not on the
BestPractical site that I can find, and Google apparently used to come up
with a cached copy of this script/info, but that seems to be no longer
available as well.  (Google for "RT3MySQL2Oracle")

Any guidance would be much appreciated.

Thanks and regards.

On 6/14/07, Kenneth Marshall <ktm at rice.edu> wrote:
>
> On Wed, Jun 13, 2007 at 04:26:08PM -0400, Todd Williams wrote:
> > Hi Joop,
> >
> > Yes, that is what we found -- all new attachments to the Oracle DB are
> > indeed Base64 encoded.  Not sure why RT sees Oracle as binary unsafe
> > (perhaps earlier versions were determined as unsafe) but I suspected
> this
> > might be the case.  However, in our case, the migrated attachment data
> can
> > be manually extracted from Oracle verbatim and compared with what was in
> the
> > MySQL database, binary compatible bit for bit.  It's all in how RT is
> > interpreting the attachment data coming from the newly migrated Oracle
> > database tables.
> >
> > Could we easily address the interpretation issue within the RT code
> somehow,
> > or should we address the issue at the database level where there are
> 700+
> > tickets with multiple migrated attachments (automate the recoding of all
> > attachments)?  I have looked at several places in the RT code and it is
> not
> > painfully obvious where one might attempt to work around this issue.
> >
> > Thanks for all your help and guidance in advance,
> >
> > Todd
> >
>
> Todd,
>
> PostgreSQL suffers from the same classification as Oracle in this
> regard. It should be very easy to run through your attachments table
> and just re-encode your contents to base64.
>
> Ken
>
> > On 6/13/07, Joop van de Wege <JoopvandeWege at mococo.nl> wrote:
> > >
> > >Todd Williams wrote:
> > >> Hello,
> > >>
> > >> Here are the pertinent details for our attempted migration:
> > >>
> > >> Suse Linux 9.3 x86 32-bit
> > >> MIGRATING:  MySQL 4.0.18 to Oracle 9i 9.2.0.6.0
> > >> RT 3.6.3
> > >> Perl 5.8.3
> > >> DBIx::SearchBuilder 1.45, DBD::Oracle 1.19
> > >> Apache 2.0.49
> > >> Oracle SQL Developer & MySQL Migration Workbench plugin (latest)
> > >>
> > >>
> > >> Issue: Binary Attachments & MySQL->Oracle DB Migration
> > >>
> > >> Does anyone have experience with a successful MySQL 4.x to Oracle 9x
> RT
> > >> migration?
> > >>
> > >> 1.  We have a perfectly functioning RT instance on this maching using
> > >> either MySQL or Oracle database type.  I have done both installs, and
> > >> both work independently.
> > >>
> > >> 2.  After some trial and error while migrating to the Oracle
> database,
> > >> things seem to function much better if I allow RT to create the
> initial
> > >> DB Schema, rather than attempt to have the Oracle tool migrate the
> > >> schema from MySQL.
> > >>
> > >> 3.  I have used the Oracle SQL Developer to migrate the data from the
> > >> MySQL to the Oracle instance.
> > >>
> > >> 4.  The database contents seem to have migrated without any issue,
> > >> however, a primary issue is the binary attachments appear to be
> corrupt
> > >> coming from the migrated Oracle DB.
> > >>
> > >> 5.  Upon comparing the contents of an attachment bit-for-bit from the
> > >> MySQL to Oracle tables, the data in each is identical post
> migration!!
> > >>
> > >> 6.  Text attachments work fine, migrated just fine.  Tickets, users,
> > >> etc. migrated successfully.
> > >>
> > >> 7.  There appears to be a decoding issue with the Oracle binary
> > >> attachments (from the migrated MySQL db) in that they seem to grow in
> > >> size approximately 23% upon downloading, and are corrupted as a
> result.
> > >> The data obtained through RT (downloading a ticket attachment, both
> WEB
> > >> and CMDLINE) is NOT the expected data stored in the Oracle table.
> > >> Perhaps this is a UTF8 issue of some sort?
> > >>
> > >> 8. Hex dump (snippet) of data (Correct in the database, Incorrect
> > >> produced out of RT's migrated database):
> > >>
> > >> Correct data:      d0 cf 11 e0 a1 b1 1a e1 00 00 00 00 00 00 00 00 00
> 00
> > >> 00 00 00 00 00 00 3e 00 03 00 fe ff 09 00
> > >> Incorrect data:    ef bf bd ef bf bd 11 ef bf bd ef bf bd ef bf bd 1a
> ef
> > >> bf bd 00 00 00 00 00 00 00 00 00 00 00 00
> > >>
> > >> Note the 8-bit characters from the correct data above being replaced
> by:
> > >> 0xEF 0xBF 0xBD  in what is obtained from RT in the incorrect data
> line
> > >> above.
> > >>
> > >> 9.  How do we overcome this so that previous (migrated) attachments
> work
> > >> correctly, and going forward all new attachments appear correctly as
> > >well?
> > >
> > >I'm using Oracle too, Oracle XE. The way rows in the attachments table
> > >look is that they are base64 encoded. You can check that by starting
> > >from scratch and entering one ticket with a picture of word document
> > >attachment. You'll see that the content column contains the base64
> > >encoded data and contenttype and contentencoding columns contain the
> > >values needed to reconstruct the attachment. What probably is happening
> > >is that the migration wizard has transferred all the data from MySQL to
> > >Oracle but didn't take into account that RT sees Oracle as a binary
> > >unsafe database, thats why the content column is base64 encoded.
> > >Depending on what is actually in the attachments table you might be
> able
> > >to transform it to the right values.
> > >
> > >If you need help, let me know.
> > >
> > >Joop
> > >
> > >
>
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> > Buy a copy at http://rtbook.bestpractical.com
>
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From Sal.Baytalskiy at AIG.com  Thu Jun 14 15:40:40 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Thu, 14 Jun 2007 15:40:40 -0400
Subject: [rt-users] ImageAutoResize in RT 3.6.3
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB06F1C90B@xlivmbx34.aig.com>

Thanks Justin!
Worked out great!
 
Sal.


  _____  

From: Justin Hayes [mailto:justin.hayes at orbisuk.com] 
Sent: Thursday, June 14, 2007 12:37 PM
To: Baytalskiy, Sal
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] ImageAutoResize in RT 3.6.3


This is what I did on 3.6.3: 

copy share/html/Ticket/Elements/ShowTransactionAttachments to
local/html/Ticket/Elements/

then at around link 156 there is the code that display an image:

    # if it's an image, show it as an image
    elsif ( $RT::ShowTransactionImages and  $message->ContentType =~
/^image\//i ) {
        $m->out('<img src="'
              . $AttachPath . '/'
              . $Transaction->Id . '/'
              . $message->Id
              . '/" />' );
    }

well I just added a 'width=90%' declaration and it seems to work fine for me

    # if it's an image, show it as an image
    elsif ( $RT::ShowTransactionImages and  $message->ContentType =~
/^image\//i ) {
        $m->out('<img width=90% src="'
              . $AttachPath . '/'
              . $Transaction->Id . '/'
              . $message->Id
              . '/" />' );
    }

HTH

Justin


------------------------------------------------------
Justin Hayes
Support Manager
justin.hayes at orbisuk.com <mailto:justin.hayes at orbisuk.com> 



On 7 May 2007, at 08:34, Baytalskiy, Sal wrote:


Hello!

I found an article on automatic image resizing for RT 3.2 on the Wiki.

However it talks about some files that seem to be very different in RT 3.6.3
that i'm running.

Is there a way to automatically scale attached images to the ticket's
display width?

Thanks !

Sal Baytalskiy


*** NDS UK IT scanned this email for malicious content ***

*** IMPORTANT: Do not open attachments from unrecognized senders  ***


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

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From Keith.D.Schincke at nasa.gov  Thu Jun 14 16:53:02 2007
From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI])
Date: Thu, 14 Jun 2007 15:53:02 -0500
Subject: [rt-users] Create multiple tickets from a template
In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC21449A@NDJSEVS23B.ndc.nasa.gov>
References: <5D0B651C5306D64AA429824F50D2C0AC21449A@NDJSEVS23B.ndc.nasa.gov>
Message-ID: <5D0B651C5306D64AA429824F50D2C0AC21467D@NDJSEVS23B.ndc.nasa.gov>

Hey Guys,

Below is a V1.0 script to create an approval ticket for each member of
the approval group when ever a ticket requiring approval is created. It
works as I need except the outgoing messages for the new tickets are not
being sent. 

Let me know if you have any suggestions or questions

Keith Schincke

Go to Configuration->Queues->Your Queue->Scrips->New scrip

Description: Your Scrip Description
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Custom action preparation code:
my $queue_name = 'Approvals' ;
my $group_name='outage_approval' ;
my $group = RT::Group->new( $RT::SystemUser );

$group->LoadUserDefinedGroup( $group_name );
$RT::Logger->debug(">>Error : couldn't load group") and die "Cannot load
group" unless $group->id; 

my $ticket = $self->TicketObj ;
my $req_addr = $self->TicketObj->RequestorAddresses ;
my $tick_id = $self->TicketObj->id ;
my $tick_sub = $ticket->Subject ;

my $child_ticket = RT::Ticket->new ( $RT::SystemUser ) ;

my $users = $group->UserMembersObj;
while ( my $user = $users->Next ) {
	my $name = $user->Name ;

	my ($child_id, $child_transobj, $errormsg ) =
$child_ticket->Create(
			Queue => $queue_name ,
			Subject => "Approval review for " .
$ticket->Subject . " (" . $ticket->id . ")" ,
			RefersTo => $ticket->id ,
			DependedOnBy => $ticket->id ,
			Type => "approval" ,
			Reqestor => $req_addr,
			Owner => $user ,
		) ;
	unless ( $child_id ) 
	{
		$RT::Logger->debug(">>Error : ". $errormsg);
		return undef ;
	}

}
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Schincke,
Keith D. (JSC-IT)[MEI]
Sent: Wednesday, June 13, 2007 4:53 PM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] Create multiple tickets from a template

Hey Guys

I am using RT 3.6.1 on a Debian etch server with a mysql backend. 

I am trying to create multiple tickets in the approval queue each with
an owned by a member from the approval group with the idea that the
parent ticket is approved when each member of the group has approved of
their approval ticket. 

It is possible to write a template that will on the "On Create"
condition take the "Create Tickets" action and open multiple tickets?

Below is a template I worked up.  I was trying to call the create ticket
template for each user in the group.

Would this be better solved with a "User Defined" action on the script.

Thanks for any pointers and information.

Keith

my $group_name='approval_group' ;
my $group = RT::Group->new( $RT::SystemUser );
$group->LoadUserDefinedGroup( $group_name ); die "couldn't load group"
unless $group->id; 

my $users = $group->UserMembersObj;
while ( my $user = $users->Next ) {
    #print $user->Name, "\n";

===Create-Ticket: approvalreview
Subject: Approval review for "{$Tickets{'TOP'}->Subject}"
Depended-On-By: {$Tickets{'TOP'}->Id()}
Refers-To: {$Tickets{'TOP'}->Id()}
Owner: { $user }
Queue: Approvals
Type: approval
Content: 
{ $Transaction->CreatorObj->Name } ({ $Ticket->RequestorAddresses }) has
created a ticket requiring your approval You should review and approve
it, so they can finish their work.
ENDOFCONTENT

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

Community help: http://wiki.bestpractical.com Commercial support:
sales 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 Jun 14 17:04:36 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Thu, 14 Jun 2007 16:04:36 -0500
Subject: [rt-users] Create multiple tickets from a template
In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC21467D@NDJSEVS23B.ndc.nasa.gov>
References: <5D0B651C5306D64AA429824F50D2C0AC21449A@NDJSEVS23B.ndc.nasa.gov>
	<5D0B651C5306D64AA429824F50D2C0AC21467D@NDJSEVS23B.ndc.nasa.gov>
Message-ID: <20070614210436.GB5365@it.is.rice.edu>

Keith,

How is it going down there? I think the wiki has a pretty good description
of this process. This is managed by using a template to create the needed
tickets. The RT Essentials book also describes the process on p.94.

Ken

On Thu, Jun 14, 2007 at 03:53:02PM -0500, Schincke, Keith D. (JSC-IT)[MEI] wrote:
> Hey Guys,
> 
> Below is a V1.0 script to create an approval ticket for each member of
> the approval group when ever a ticket requiring approval is created. It
> works as I need except the outgoing messages for the new tickets are not
> being sent. 
> 
> Let me know if you have any suggestions or questions
> 
> Keith Schincke
> 
> Go to Configuration->Queues->Your Queue->Scrips->New scrip
> 
> Description: Your Scrip Description
> Condition: On Create
> Action: User Defined
> Template: Global Template: Blank
> Stage: TransactionCreate
> 
> Custom action preparation code:
> my $queue_name = 'Approvals' ;
> my $group_name='outage_approval' ;
> my $group = RT::Group->new( $RT::SystemUser );
> 
> $group->LoadUserDefinedGroup( $group_name );
> $RT::Logger->debug(">>Error : couldn't load group") and die "Cannot load
> group" unless $group->id; 
> 
> my $ticket = $self->TicketObj ;
> my $req_addr = $self->TicketObj->RequestorAddresses ;
> my $tick_id = $self->TicketObj->id ;
> my $tick_sub = $ticket->Subject ;
> 
> my $child_ticket = RT::Ticket->new ( $RT::SystemUser ) ;
> 
> my $users = $group->UserMembersObj;
> while ( my $user = $users->Next ) {
> 	my $name = $user->Name ;
> 
> 	my ($child_id, $child_transobj, $errormsg ) =
> $child_ticket->Create(
> 			Queue => $queue_name ,
> 			Subject => "Approval review for " .
> $ticket->Subject . " (" . $ticket->id . ")" ,
> 			RefersTo => $ticket->id ,
> 			DependedOnBy => $ticket->id ,
> 			Type => "approval" ,
> 			Reqestor => $req_addr,
> 			Owner => $user ,
> 		) ;
> 	unless ( $child_id ) 
> 	{
> 		$RT::Logger->debug(">>Error : ". $errormsg);
> 		return undef ;
> 	}
> 
> }
>  
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Schincke,
> Keith D. (JSC-IT)[MEI]
> Sent: Wednesday, June 13, 2007 4:53 PM
> To: RT-Users at lists.bestpractical.com
> Subject: [rt-users] Create multiple tickets from a template
> 
> Hey Guys
> 
> I am using RT 3.6.1 on a Debian etch server with a mysql backend. 
> 
> I am trying to create multiple tickets in the approval queue each with
> an owned by a member from the approval group with the idea that the
> parent ticket is approved when each member of the group has approved of
> their approval ticket. 
> 
> It is possible to write a template that will on the "On Create"
> condition take the "Create Tickets" action and open multiple tickets?
> 
> Below is a template I worked up.  I was trying to call the create ticket
> template for each user in the group.
> 
> Would this be better solved with a "User Defined" action on the script.
> 
> Thanks for any pointers and information.
> 
> Keith
> 
> my $group_name='approval_group' ;
> my $group = RT::Group->new( $RT::SystemUser );
> $group->LoadUserDefinedGroup( $group_name ); die "couldn't load group"
> unless $group->id; 
> 
> my $users = $group->UserMembersObj;
> while ( my $user = $users->Next ) {
>     #print $user->Name, "\n";
> 
> ===Create-Ticket: approvalreview
> Subject: Approval review for "{$Tickets{'TOP'}->Subject}"
> Depended-On-By: {$Tickets{'TOP'}->Id()}
> Refers-To: {$Tickets{'TOP'}->Id()}
> Owner: { $user }
> Queue: Approvals
> Type: approval
> Content: 
> { $Transaction->CreatorObj->Name } ({ $Ticket->RequestorAddresses }) has
> created a ticket requiring your approval You should review and approve
> it, so they can finish their work.
> ENDOFCONTENT
> 
> }
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support:
> 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 Keith.D.Schincke at nasa.gov  Thu Jun 14 17:12:01 2007
From: Keith.D.Schincke at nasa.gov (Schincke, Keith D. (JSC-IT)[MEI])
Date: Thu, 14 Jun 2007 16:12:01 -0500
Subject: [rt-users] Create multiple tickets from a template
In-Reply-To: <20070614210436.GB5365@it.is.rice.edu>
References: <5D0B651C5306D64AA429824F50D2C0AC21449A@NDJSEVS23B.ndc.nasa.gov>
	<5D0B651C5306D64AA429824F50D2C0AC21467D@NDJSEVS23B.ndc.nasa.gov>
	<20070614210436.GB5365@it.is.rice.edu>
Message-ID: <5D0B651C5306D64AA429824F50D2C0AC214686@NDJSEVS23B.ndc.nasa.gov>

The Wiki description was great. It allowed the creation of the approval
process where one person or any person in a group could approve a
ticket.  

What I need is a way to call the template for each member of the group
with the result of creating a ticket for each member that must be
approved before the parent ticket can start. 

Keith Schincke

-----Original Message-----
From: Kenneth Marshall [mailto:ktm at rice.edu] 
Sent: Thursday, June 14, 2007 4:05 PM
To: Schincke, Keith D. (JSC-IT)[MEI]
Cc: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Create multiple tickets from a template

Keith,

How is it going down there? I think the wiki has a pretty good
description of this process. This is managed by using a template to
create the needed tickets. The RT Essentials book also describes the
process on p.94.

Ken

On Thu, Jun 14, 2007 at 03:53:02PM -0500, Schincke, Keith D.
(JSC-IT)[MEI] wrote:
> Hey Guys,
> 
> Below is a V1.0 script to create an approval ticket for each member of

> the approval group when ever a ticket requiring approval is created. 
> It works as I need except the outgoing messages for the new tickets 
> are not being sent.
> 
> Let me know if you have any suggestions or questions
> 
> Keith Schincke
> 
> Go to Configuration->Queues->Your Queue->Scrips->New scrip
> 
> Description: Your Scrip Description
> Condition: On Create
> Action: User Defined
> Template: Global Template: Blank
> Stage: TransactionCreate
> 
> Custom action preparation code:
> my $queue_name = 'Approvals' ;
> my $group_name='outage_approval' ;
> my $group = RT::Group->new( $RT::SystemUser );
> 
> $group->LoadUserDefinedGroup( $group_name ); 
> $RT::Logger->debug(">>Error : couldn't load group") and die "Cannot 
> load group" unless $group->id;
> 
> my $ticket = $self->TicketObj ;
> my $req_addr = $self->TicketObj->RequestorAddresses ; my $tick_id = 
> $self->TicketObj->id ; my $tick_sub = $ticket->Subject ;
> 
> my $child_ticket = RT::Ticket->new ( $RT::SystemUser ) ;
> 
> my $users = $group->UserMembersObj;
> while ( my $user = $users->Next ) {
> 	my $name = $user->Name ;
> 
> 	my ($child_id, $child_transobj, $errormsg ) =
$child_ticket->Create(
> 			Queue => $queue_name ,
> 			Subject => "Approval review for " .
> $ticket->Subject . " (" . $ticket->id . ")" ,
> 			RefersTo => $ticket->id ,
> 			DependedOnBy => $ticket->id ,
> 			Type => "approval" ,
> 			Reqestor => $req_addr,
> 			Owner => $user ,
> 		) ;
> 	unless ( $child_id ) 
> 	{
> 		$RT::Logger->debug(">>Error : ". $errormsg);
> 		return undef ;
> 	}
> 
> }
>  
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of 
> Schincke, Keith D. (JSC-IT)[MEI]
> Sent: Wednesday, June 13, 2007 4:53 PM
> To: RT-Users at lists.bestpractical.com
> Subject: [rt-users] Create multiple tickets from a template
> 
> Hey Guys
> 
> I am using RT 3.6.1 on a Debian etch server with a mysql backend. 
> 
> I am trying to create multiple tickets in the approval queue each with

> an owned by a member from the approval group with the idea that the 
> parent ticket is approved when each member of the group has approved 
> of their approval ticket.
> 
> It is possible to write a template that will on the "On Create"
> condition take the "Create Tickets" action and open multiple tickets?
> 
> Below is a template I worked up.  I was trying to call the create 
> ticket template for each user in the group.
> 
> Would this be better solved with a "User Defined" action on the
script.
> 
> Thanks for any pointers and information.
> 
> Keith
> 
> my $group_name='approval_group' ;
> my $group = RT::Group->new( $RT::SystemUser ); 
> $group->LoadUserDefinedGroup( $group_name ); die "couldn't load group"
> unless $group->id;
> 
> my $users = $group->UserMembersObj;
> while ( my $user = $users->Next ) {
>     #print $user->Name, "\n";
> 
> ===Create-Ticket: approvalreview
> Subject: Approval review for "{$Tickets{'TOP'}->Subject}"
> Depended-On-By: {$Tickets{'TOP'}->Id()}
> Refers-To: {$Tickets{'TOP'}->Id()}
> Owner: { $user }
> Queue: Approvals
> Type: approval
> Content: 
> { $Transaction->CreatorObj->Name } ({ $Ticket->RequestorAddresses }) 
> has created a ticket requiring your approval You should review and 
> approve it, so they can finish their work.
> ENDOFCONTENT
> 
> }
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 


From gentgeen at linuxmail.org  Thu Jun 14 21:05:50 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Thu, 14 Jun 2007 21:05:50 -0400
Subject: [rt-users] Create multiple tickets from a template
In-Reply-To: <5D0B651C5306D64AA429824F50D2C0AC214686@NDJSEVS23B.ndc.nasa.gov>
References: <5D0B651C5306D64AA429824F50D2C0AC21449A@NDJSEVS23B.ndc.nasa.gov>
	<5D0B651C5306D64AA429824F50D2C0AC21467D@NDJSEVS23B.ndc.nasa.gov>
	<20070614210436.GB5365@it.is.rice.edu>
	<5D0B651C5306D64AA429824F50D2C0AC214686@NDJSEVS23B.ndc.nasa.gov>
Message-ID: <20070614210550.52448968@localhost.localdomain>

On Thu, 14 Jun 2007 16:12:01 -0500
"Schincke, Keith D. (JSC-IT)[MEI]" <Keith.D.Schincke at nasa.gov> wrote:

> The Wiki description was great. It allowed the creation of the
> approval
> process where one person or any person in a group could approve a
> ticket.  
> 
> What I need is a way to call the template for each member of the group
> with the result of creating a ticket for each member that must be
> approved before the parent ticket can start. 
> 
> Keith Schincke
> 

I had a similar case.  I don't think what I am about to show will
completely solve your issue, but might help to point you in the right
direction.

Our scenario was 1st approval was by any member of the HR dept. the
second approval had to come from the requesters supervisor.  The
requester had to input his/her supervisor in a customfield (pick one). 
I used the supervisors RT username in the custom field options.

Ticket two was not visible to the supervisor until Ticket One was
approved, even though both Ticket One and Ticket Two were both created
when the user submitted the request. 

I image you can use the AdminCC part on the first ticket for your 
groups (I got that from the wiki)  Then create as many tickets as you 
need to just by adding "===Create-Ticket: " sections to your template.
just remember to add the "Depends-On: <TICKET ABOVE>" part to each 
of your sections.  



The template was:


===Create-Ticket: hr-approval
Subject:    Approval of { $Tickets{'TOP'}->Subject() }
Depended-On-By:  TOP
Queue:      TimeOff-Approval
Type:       approval
Owner:      
AdminCC: {
   my $group_name  = 'human_resources';
   my $groups      = RT::Groups->new( $RT::SystemUser );

   $groups->LimitToUserDefinedGroups();
   $groups->Limit(
         'FIELD'    => 'Name',
         'OPERATOR' => '=',
         'VALUE'    => $group_name );
   $groups->First->Id;
}
Content:    
ENDOFCONTENT


===Create-Ticket: super-approval
Subject:    Approval of { $Tickets{'TOP'}->Subject() }
Depended-On-By:  TOP
Depends-On: hr-approval
Queue:      TimeOff-Approval
Type:       approval
{ my $owner = $Tickets{'TOP'}->FirstCustomFieldValue('Supervisor');
  my $OUTPUT = "Owner: $owner";
$OUTPUT;
}
Content:    

ENDOFCONTENT





-- 
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 timatqems at gmail.com  Fri Jun 15 04:03:37 2007
From: timatqems at gmail.com (Tim Hill)
Date: Fri, 15 Jun 2007 09:03:37 +0100
Subject: [rt-users] Delete large attachment
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03A0B2EB@mtn-exch1.sumtotalsystems.com>
References: <83cbbb60706140442m42338223w6e5547caf00c8ea6@mail.gmail.com>
	<6.2.1.2.2.20070614090941.02447ea8@mail.sdsu.edu>
	<1AC37FBEF7856646AC61A9F285BC14CC03A0B297@mtn-exch1.sumtotalsystems.com>
	<030701c7aea8$aff75830$0fe60890$@net>
	<1AC37FBEF7856646AC61A9F285BC14CC03A0B2EB@mtn-exch1.sumtotalsystems.com>
Message-ID: <83cbbb60706150103p192c78cbldb68ef423c4e1edf@mail.gmail.com>

Hi all,

Thanks very much for your responses. I will have a look at the shredder
extension.

I just need to import my rt database into a temporary system before playing
with this as I can't afford our ticketing to go down.

In case of any issue with shredder I might have to try to just try the MySQL
statements given on a test system and see what happens...

Thanks again for your help,
Tim


On 14/06/07, Jeff Stark <JStark at sumtotalsystems.com> wrote:
>
> Thanks Jeff, we do have Shredder installed and it works great for
> Tickets, etc...but you can't shred Attachments in Custom Fields with it,
> so we are left with shredding the ticket or dealing with the horrid
> performance of the system with the large attachment...
>
>
>
> 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: Jeff Platter [mailto:jplatter at vortexit.net]
> Sent: Thursday, June 14, 2007 1:23 PM
> To: Jeff Stark; 'Gene LeDuc'; 'Tim Hill'
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Delete large attachment
>
> Hey you guys might want to try the RTx::Shredder extension. You can find
> it on cpan:
> http://search.cpan.org/~ruz/RTx-Shredder-0.06/lib/RTx/Shredder.pm
>
> I've installed it and used it before. It works great with tickets and
> there is an option in there for attachments as well. There is a WebUI
> for it so you don't really need to mess with any SQL directly.
>
> Just a thought. Hope it helps.
> -Jeff
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff
> Stark
> Sent: Thursday, June 14, 2007 1:12 PM
> To: Gene LeDuc; Tim Hill
> Cc: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Delete large attachment
>
> Hi Gene,
>
> What would you recommend for Custom Field Attachments?  They are stored
> in the ObjectCustomFieldValues in the LargeContent field, correct?
> Would you do the same for that table?
>
> Thanks,
>
> - 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: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gene
> LeDuc
> Sent: Thursday, June 14, 2007 12:41 PM
> To: Tim Hill
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Delete large attachment
>
> Hi Tim,
>
> Best to try this on something harmless before assaulting your production
> database.
>
> Disclaimer - I don't know anything about PostgreSQL other than it's a
> database.  I use MySQL, so my answer probably needs to be translated
> from MySQL to PostgreSQL.  I also use RT 3.6.3, so there might be schema
> differences as well.
>
> Attachments are stored in the Attachments table.  The contents are
> stored in a column called Content.  This column is a longtext (in
> MySQL), meaning it can store up to 4GB.
>
> If you were using MySQL, the following statement should replace all
> attachments greater than a certain size (4MB for example) with an
> "Attachment deleted" statement.  I have no idea what the syntax would be
> using PostgreSQL.
>
> UPDATE Attachments SET Content = 'Attachment deleted due to space
> constraints.', ContentType = 'text/plain', ContentEncoding = 'none'
> WHERE
> LENGTH(Content) > 4000000;
>
> If you want to do it for specific tickets, you need to get the ticket
> number indirectly.  The Attachments:TransactionId column points to a
> Transactions record whose Transactions:ObjectId column contains the
> ticket number.
>
> Have fun and be careful out there!
> Gene
>
> At 04:42 AM 6/14/2007, Tim Hill wrote:
> >Hi,
> >
> >I have a member of staff who has decided to attach docuements to his
> >tickets in bitmap format, unfortunately these bitmap images are between
>
> >4 and 8 MB in size and they have taken up more space in a day of doing
> >this than the rest of the RT system has taken up in almost a year of
> operation.
> >
> >I don't mind if the tickets have to be deleted, they can be recreated
> >easily enough. How can I get rid of these attachments from the RT
> >database? Where are the attachments stored and what are my options for
> >getting rid of them?
> >
> >I am using the following:
> >RT version 3.4.4 from an ubuntu package.
> >Server version of dapper drake 6.06 LTS (webmin shows this as 6.06.1)
> >Webmin version 1.320 PostgreSQL version 7.4.12 (With schemas)
> >
> >Please let me know if you require any other information.
> >
> >Thanks in advance,
> >Tim
>
>
> --
> 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
>
> --
> This message has been scanned for viruses and dangerous content by
> MailScanner, and is believed to be clean.
>
>
>
> --
> This message has been scanned for viruses and
> dangerous content by MailScanner, and is
> believed to be clean.
>
>
>
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From j0ey at j0ey.de  Fri Jun 15 06:07:44 2007
From: j0ey at j0ey.de (joey)
Date: Fri, 15 Jun 2007 12:07:44 +0200
Subject: [rt-users] LastUpdated should be ignored by ModifyDates
Message-ID: <467264F0.7030909@j0ey.de>

Hey there,

I tried around alot, but i can't get it to work. I need the
LastUpdated-field not to be changed when someone changes the Due-Date of
a ticket.

This is what i acutally want to set-up:
A tool (rt-crontool for ex.) that searches tickets that has not been
modified since a given period of time. Modified means neither a comment
nor a correspondence. Modifying the Due-Date, Priority or whatever
should be ignored.

Any hints?

Greets,
joey


From buddikaya at yahoo.com  Fri Jun 15 08:26:25 2007
From: buddikaya at yahoo.com (buddika weeerasinghe)
Date: Fri, 15 Jun 2007 05:26:25 -0700 (PDT)
Subject: [rt-users] Fwd: [example.com #2] Test- changing example.com in to
	[test.com#2]
Message-ID: <282286.79715.qm@web30414.mail.mud.yahoo.com>

Hi,
   
  what is the method to change the [example.com #2]  in to [test.com#2] in mail subject.
  Can anyone help me.
   
  rgds,
  Buddika.

Note: forwarded message attached.

       
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From: buddika weeerasinghe <buddikaya at yahoo.com>
Subject: [example.com #2] Test- changing example.com in to [test.com#2]
Date: Fri, 15 Jun 2007 05:15:09 -0700 (PDT)
Size: 1392
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From jarends at uiuc.edu  Fri Jun 15 09:22:39 2007
From: jarends at uiuc.edu (John Arends)
Date: Fri, 15 Jun 2007 08:22:39 -0500
Subject: [rt-users] Unowned Tickets list on RT at a Glance
Message-ID: <4672929F.7090505@uiuc.edu>

Can anyone think of a way to prevent tickets from certain queues from 
showing up under Unowned Tickets on the RT at a Glance page?

We have users who need full access to some queues occasionally, but they 
do not work with tickets from those queues on a daily basis, and are not 
responsible for them. As a result it would be nice if tickets from those 
queues did not show up in their unowned tickets list.


From epeterson at edc.org  Fri Jun 15 10:09:06 2007
From: epeterson at edc.org (Erik Peterson)
Date: Fri, 15 Jun 2007 10:09:06 -0400
Subject: [rt-users] Unowned Tickets list on RT at a Glance
In-Reply-To: <4672929F.7090505@uiuc.edu>
Message-ID: <35589DD47219F14BBFE1446979A831B409D51067@athena.ad.edc.org>


Hello,


-----Original Message-----
> Can anyone think of a way to prevent tickets from certain queues from
> showing up under Unowned Tickets on the RT at a Glance page?
_______________________________________________

You can edit the saved search that generates the unowned list.  On our
system, it's called "[_1] newest unowned tickets" and the TicketSQL is:

Owner = 'Nobody' AND Queue != 'PurpleForm' AND  (  Status = 'new' OR
Status = 'open' OR Status = 'waiting' )

Or conversely, I am sure you could pass in a (Queue = 'first' or Queue =
'second') to specify which queues should show.

Hope that helps,
Erik



From wjawor at Shopzilla.com  Fri Jun 15 11:05:34 2007
From: wjawor at Shopzilla.com (Wojciech Jawor)
Date: Fri, 15 Jun 2007 08:05:34 -0700
Subject: FW: [rt-users] Slow ticket search page becoming a problem
Message-ID: <901230B7F495D14E8669D5A853DCF54E3C24BA@szexchange.Shopzilla.inc>

Hi,

Has this issue been resolved in RT 3.6.4rc2 by any chance?

Could you please give me an update on the status of the fix? This is
becoming a huge problem for us.

Thanks,

Wojciech Jawor
Software Architect
Shopzilla, Inc.

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
Sent: Thu 26/04/2007 17:34
To: Philip Kime
Cc: Jesse Vincent; Todd Chapman; RT Users
Subject: Re: [rt-users] Slow ticket search page becoming a problem
 
Philip, please try the following query and send us times and EXPLAIN:

SELECT STRAIGHT_JOIN DISTINCT main.* FROM
    ACL ACL_4,
    Groups Groups_3,
    CachedGroupMembers CachedGroupMembers_2,
    Principals Principals_1,
    Users main
WHERE ((ACL_4.PrincipalType = Groups_3.Type))
    AND ((ACL_4.RightName = 'OwnTicket'))
    AND ((CachedGroupMembers_2.MemberId = Principals_1.id))
    AND ((Groups_3.id = CachedGroupMembers_2.GroupId))
    AND ((Principals_1.Disabled = '0'))
    AND ((Principals_1.PrincipalType = 'User'))
    AND ((Principals_1.id != '1'))
    AND ((main.id = Principals_1.id))
    AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType =
'RT::System'))
    AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain =
'RT::System-Role'))
ORDER BY main.RealName ASC;

It's the same query but with forced order of joins, I do believe that
this is the ideal plan for joins in this situation for all setups.


On 4/27/07, Philip Kime <pkime at shopzilla.com> wrote:
>
>
> Ok, the issue is that MYSQL 5 won't use the index on main.Name by
default
> (possible keys list PRIMARY only, which is useless for this ORDER BY
> clause), which it really needs to do with an ORDER BY clause for
main.Name
> (or main.RealName as in my example as I have modified the display
code). It
> is fixed if you force the index use:
>
[snip]

>
> Then it's nice and fast again. The explain shows that it's still a
> filesort/temp query but it does a indexed table scan instead of an
unindexed
> range scan.
>
> I assume that this would need a SearchBuilder mod to force the use of
the
> index related to the ORDER BY clause?
>
> PK

-- 
Best regards, Ruslan.




From jarends at uiuc.edu  Fri Jun 15 11:18:02 2007
From: jarends at uiuc.edu (John Arends)
Date: Fri, 15 Jun 2007 10:18:02 -0500
Subject: [rt-users] FastCGI errors
Message-ID: <4672ADAA.6080309@uiuc.edu>

On my dev system, I just applied a bunch of RedHat updates without 
really keeping track (it's a dev system and I figure'd I'd just bring it 
in line with where it should be after not having used it for a 
while...famous last words..d'oh).

Anyway, I get this error now:


[Fri Jun 15 09:58:29 2007] [error] [client 128.XXX.XXX.XXX] 
(13)Permission denied: FastCGI: failed to connect to server 
"/usr/sbin/mason_handler.fcgi": connect() failed, referer: XXXX

[Fri Jun 15 09:58:29 2007] [error] [client 128.XXX.XXX.XXX] FastCGI: 
incomplete headers (0 bytes) received from server 
"/usr/sbin/mason_handler.fcgi", referer: XXXX

Any idea what that means? It seems like a fairly common FastCGI problem, 
but I'm having a hard time figuring out what the issue is in relation to 
my RT setup.




From jarends at uiuc.edu  Fri Jun 15 11:28:00 2007
From: jarends at uiuc.edu (John Arends)
Date: Fri, 15 Jun 2007 10:28:00 -0500
Subject: [rt-users] FastCGI errors
In-Reply-To: <4672ADAA.6080309@uiuc.edu>
References: <4672ADAA.6080309@uiuc.edu>
Message-ID: <4672B000.8050307@uiuc.edu>

To reply to myself, if I run /usr/sbin/mason_handler.fcgi at the command 
line, it works as designed.

John Arends wrote:
> On my dev system, I just applied a bunch of RedHat updates without 
> really keeping track (it's a dev system and I figure'd I'd just bring it 
> in line with where it should be after not having used it for a 
> while...famous last words..d'oh).
> 
> Anyway, I get this error now:
> 
> 
> [Fri Jun 15 09:58:29 2007] [error] [client 128.XXX.XXX.XXX] 
> (13)Permission denied: FastCGI: failed to connect to server 
> "/usr/sbin/mason_handler.fcgi": connect() failed, referer: XXXX
> 
> [Fri Jun 15 09:58:29 2007] [error] [client 128.XXX.XXX.XXX] FastCGI: 
> incomplete headers (0 bytes) received from server 
> "/usr/sbin/mason_handler.fcgi", referer: XXXX
> 
> Any idea what that means? It seems like a fairly common FastCGI problem, 
> but I'm having a hard time figuring out what the issue is in relation to 
> my RT setup.
> 


From ocraig at stillsecure.com  Fri Jun 15 13:21:18 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Fri, 15 Jun 2007 11:21:18 -0600
Subject: [rt-users] Question regarding group rights configuration semantics
Message-ID: <1181928078.15492.17.camel@localhost.localdomain>

(3.6.0)

Dumb, basic question, if I got it wrong I don't understand how it's
possible for my RT instance to be functional at all, but now I'm
worried... 

If I'm in Configuration->Groups->[group name]->Group Rights, where it
says "Modify group rights for group [group name]....

am I modifying the rights that [group name] has over each listed role or
group in the comboxes? 

Or am I modifying the rights that each listed role or group has *over
[group name]*?

For instance, if in that screen I see that the 'EditSavedSearches' right
under "Everyone" is granted -- does that mean that [group name] can edit
the saved searches that show up for the "everyone" role? Or does it mean
that "Everyone" can edit [group name]'s saved searches?

	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 ruslan.zakirov at gmail.com  Fri Jun 15 14:01:07 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 15 Jun 2007 22:01:07 +0400
Subject: FW: [rt-users] Slow ticket search page becoming a problem
In-Reply-To: <901230B7F495D14E8669D5A853DCF54E3C24BA@szexchange.Shopzilla.inc>
References: <901230B7F495D14E8669D5A853DCF54E3C24BA@szexchange.Shopzilla.inc>
Message-ID: <589c94400706151101w88f2eb5r706ec3e90ce6f5b5@mail.gmail.com>

I've done more investigation on this query and looks like we have to
do more work to make it better.

On 6/15/07, Wojciech Jawor <wjawor at shopzilla.com> wrote:
> Hi,
>
> Has this issue been resolved in RT 3.6.4rc2 by any chance?
>
> Could you please give me an update on the status of the fix? This is
> becoming a huge problem for us.
>
> Thanks,
>
> Wojciech Jawor
> Software Architect
> Shopzilla, Inc.
>
> -----Original Message-----
> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
> Sent: Thu 26/04/2007 17:34
> To: Philip Kime
> Cc: Jesse Vincent; Todd Chapman; RT Users
> Subject: Re: [rt-users] Slow ticket search page becoming a problem
>
> Philip, please try the following query and send us times and EXPLAIN:
>
> SELECT STRAIGHT_JOIN DISTINCT main.* FROM
>     ACL ACL_4,
>     Groups Groups_3,
>     CachedGroupMembers CachedGroupMembers_2,
>     Principals Principals_1,
>     Users main
> WHERE ((ACL_4.PrincipalType = Groups_3.Type))
>     AND ((ACL_4.RightName = 'OwnTicket'))
>     AND ((CachedGroupMembers_2.MemberId = Principals_1.id))
>     AND ((Groups_3.id = CachedGroupMembers_2.GroupId))
>     AND ((Principals_1.Disabled = '0'))
>     AND ((Principals_1.PrincipalType = 'User'))
>     AND ((Principals_1.id != '1'))
>     AND ((main.id = Principals_1.id))
>     AND ((ACL_4.ObjectType = 'RT::Queue') OR (ACL_4.ObjectType =
> 'RT::System'))
>     AND ((Groups_3.Domain = 'RT::Queue-Role') OR (Groups_3.Domain =
> 'RT::System-Role'))
> ORDER BY main.RealName ASC;
>
> It's the same query but with forced order of joins, I do believe that
> this is the ideal plan for joins in this situation for all setups.
>
>
> On 4/27/07, Philip Kime <pkime at shopzilla.com> wrote:
> >
> >
> > Ok, the issue is that MYSQL 5 won't use the index on main.Name by
> default
> > (possible keys list PRIMARY only, which is useless for this ORDER BY
> > clause), which it really needs to do with an ORDER BY clause for
> main.Name
> > (or main.RealName as in my example as I have modified the display
> code). It
> > is fixed if you force the index use:
> >
> [snip]
>
> >
> > Then it's nice and fast again. The explain shows that it's still a
> > filesort/temp query but it does a indexed table scan instead of an
> unindexed
> > range scan.
> >
> > I assume that this would need a SearchBuilder mod to force the use of
> the
> > index related to the ORDER BY clause?
> >
> > PK
>
> --
> Best regards, Ruslan.
>
>
>


-- 
Best regards, Ruslan.


From KFCrocker at lbl.gov  Fri Jun 15 14:10:50 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 15 Jun 2007 11:10:50 -0700
Subject: [rt-users] Unowned Tickets list on RT at a Glance
In-Reply-To: <4672929F.7090505@uiuc.edu>
References: <4672929F.7090505@uiuc.edu>
Message-ID: <4672D62A.6050707@lbl.gov>

John,

	You can also make sure that the "SeeQueue" and "ShowTicket" privileges 
are not set for Everyone (globally or per queue)or for all privileged 
users, etc. and are just for the groups/users that WANT to see that 
queue/tickets. If a user (individually or in a group) does not have 
those privileges, I do not believe they will see unwanted queues/tickets 
on their home page.

Kenn
LBNL

John Arends wrote:
> Can anyone think of a way to prevent tickets from certain queues from 
> showing up under Unowned Tickets on the RT at a Glance page?
> 
> We have users who need full access to some queues occasionally, but they 
> do not work with tickets from those queues on a daily basis, and are not 
> responsible for them. As a result it would be nice if tickets from those 
> queues did not show up in their unowned tickets list.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From KFCrocker at lbl.gov  Fri Jun 15 14:38:10 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 15 Jun 2007 11:38:10 -0700
Subject: [rt-users] Question regarding group rights configuration semantics
In-Reply-To: <1181928078.15492.17.camel@localhost.localdomain>
References: <1181928078.15492.17.camel@localhost.localdomain>
Message-ID: <4672DC92.50900@lbl.gov>

Ole Craig,


	When you are in configuration for groups, then you are basically 
setting global rights for all other groups (depending on which ones you 
choose) to have over the group you selected initially for setting group 
rights (boy, that IS a mouthful isn't it). For example, if you go to 
configuration->groups->GL(name of the group you are setting rights 
for)->Group Rights and you grant the right to "SeeGroup" for the group 
named "Budget", then you have granted every user in the "Budget" Group 
the right to see the group "GL" on their screen when looking at groups. 
If you granted "AdminGroupMembership" to "Budget", then any user in the 
"Budget" group will be able to add/delete members of the "GL" group. 
This will apply to ANY group listed on the "Group Rights" screen that 
you grant rights to. I'm not sure I explained that in a way that is easy 
to understand, but the matrix of privileges as it applie to queues, 
groups, users, custom fields, etc is really complex. I hope this helped.

Kenn
LBNL

Ole Craig wrote:
> (3.6.0)
> 
> Dumb, basic question, if I got it wrong I don't understand how it's
> possible for my RT instance to be functional at all, but now I'm
> worried... 
> 
> If I'm in Configuration->Groups->[group name]->Group Rights, where it
> says "Modify group rights for group [group name]....
> 
> am I modifying the rights that [group name] has over each listed role or
> group in the comboxes? 
> 
> Or am I modifying the rights that each listed role or group has *over
> [group name]*?
> 
> For instance, if in that screen I see that the 'EditSavedSearches' right
> under "Everyone" is granted -- does that mean that [group name] can edit
> the saved searches that show up for the "everyone" role? Or does it mean
> that "Everyone" can edit [group name]'s saved searches?
> 
> 	Thanks,
> 		Ole
> 


From ortsanfang at tuffmail.com  Fri Jun 15 14:38:59 2007
From: ortsanfang at tuffmail.com (Christian Felber)
Date: Fri, 15 Jun 2007 20:38:59 +0200
Subject: [rt-users] Fwd: [example.com #2] Test- changing example.com in
	to	[test.com#2]
In-Reply-To: <282286.79715.qm@web30414.mail.mud.yahoo.com>
References: <282286.79715.qm@web30414.mail.mud.yahoo.com>
Message-ID: <4672DCC3.5050303@tuffmail.com>

Hi,

Just change $rtname in /opt/rt3/etc/RT_SiteConfig.pm to

Set($rtname, "test.com");

Christian

buddika weeerasinghe schrieb am 15.06.2007 14:26:
> Hi,
>    
>   what is the method to change the [example.com #2]  in to [test.com#2] in mail subject.
>   Can anyone help me.
>    
>   rgds,
>   Buddika.
> 
> Note: forwarded message attached.
> 
>        
> ---------------------------------
> Get the free Yahoo! toolbar and rest assured with the added security of spyware protection. 
> 
> 
> ------------------------------------------------------------------------
> 
> Betreff:
> [example.com #2] Test- changing example.com in to [test.com#2]
> Von:
> buddika weeerasinghe <buddikaya at yahoo.com>
> Datum:
> Fri, 15 Jun 2007 05:15:09 -0700 (PDT)
> An:
> rt-users request <rt-users-request at lists.bestpractical.com>
> 
> An:
> rt-users request <rt-users-request at lists.bestpractical.com>
> 
> 
> Hi,
>    
>   what is the method to change the [example.com #2]  in to  [test.com#2].
>   Can anyone help me.
>    
>   rgds,
>   Buddika.
> 
>        
> ---------------------------------
> Ready for the edge of your seat? Check out tonight's top picks on Yahoo! TV. 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From ocraig at stillsecure.com  Fri Jun 15 15:18:18 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Fri, 15 Jun 2007 13:18:18 -0600
Subject: [rt-users] Question regarding group rights configuration semantics
In-Reply-To: <4672DC92.50900@lbl.gov>
References: <1181928078.15492.17.camel@localhost.localdomain>
	<4672DC92.50900@lbl.gov>
Message-ID: <1181935098.15492.41.camel@localhost.localdomain>

	Thanks, Kenn! That does help quite a bit. 

        The wording of the screen is ambiguous enough that if you go in
with the assumption that you're configuring this group with rights over
other objects, there's nothing that really shouts "No, it's the other
way 'round, stupid!"

        In poking some more, I think I did do it right when I set up my
initial groups 18 months ago -- but in the intervening time I'd
forgotten. :-[

        It would be Really Nice(tm) if the rights configuration screens
had some sort of explanatory text on them.

	Thanks,
		Ole


On Fri, 2007-06-15 at 11:38 -0700, Kenneth Crocker wrote:
> Ole Craig,
> 
> 
> 	When you are in configuration for groups, then you are basically 
> setting global rights for all other groups (depending on which ones you 
> choose) to have over the group you selected initially for setting group 
> rights (boy, that IS a mouthful isn't it). For example, if you go to 
> configuration->groups->GL(name of the group you are setting rights 
> for)->Group Rights and you grant the right to "SeeGroup" for the group 
> named "Budget", then you have granted every user in the "Budget" Group 
> the right to see the group "GL" on their screen when looking at groups. 
> If you granted "AdminGroupMembership" to "Budget", then any user in the 
> "Budget" group will be able to add/delete members of the "GL" group. 
> This will apply to ANY group listed on the "Group Rights" screen that 
> you grant rights to. I'm not sure I explained that in a way that is easy 
> to understand, but the matrix of privileges as it applie to queues, 
> groups, users, custom fields, etc is really complex. I hope this helped.
> 
> Kenn
> LBNL
> 
> Ole Craig wrote:
> > (3.6.0)
> > 
> > Dumb, basic question, if I got it wrong I don't understand how it's
> > possible for my RT instance to be functional at all, but now I'm
> > worried... 
> > 
> > If I'm in Configuration->Groups->[group name]->Group Rights, where it
> > says "Modify group rights for group [group name]....
> > 
> > am I modifying the rights that [group name] has over each listed role or
> > group in the comboxes? 
> > 
> > Or am I modifying the rights that each listed role or group has *over
> > [group name]*?
> > 
> > For instance, if in that screen I see that the 'EditSavedSearches' right
> > under "Everyone" is granted -- does that mean that [group name] can edit
> > the saved searches that show up for the "everyone" role? Or does it mean
> > that "Everyone" can edit [group name]'s saved searches?
> > 
> > 	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 Sean.Edge at mtvnmix.com  Fri Jun 15 16:09:04 2007
From: Sean.Edge at mtvnmix.com (Edge, Sean)
Date: Fri, 15 Jun 2007 16:09:04 -0400
Subject: [rt-users] A couple Scrips to share.
Message-ID: <9DB5A62CCC96094EBA95F593C589CE1638B76E@LAZYTOWN.mtvn.ad.viacom.com>

We would like to share the following Scrips with the community.  They
all set the status of a ticket back to open and log a comment if certain
conditions were not met prior to Ticket resolution.  The first ensures
that Time Worked was recorded, the second requires ownership to be
taken, and the third checks to make sure that at least one of two
CustomFields has been set.  We only wanted them enabled for certain
queues so instead of creating a new Scrip per queue we created a global
Scrip that compares the Queue first.

All three have the same dropdown config options:
Condition: On Resolve
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

All three also have "return 1;" for the Custom Action Cleanup Code and
obviously the Condition (which isn't user defined anyway).

Description: NoTimeWorked
-----
# Only do it for certain queues.
my @queues = (27,28,7,9,10,31,11,33,32,21,14,16,17,18,34,42,45);
my $queue_id = $self->TicketObj->Queue;
my $val = grep { /^${queue_id}$/ } @queues;
if ($val) {
  if ((! defined($self->TicketObj->TimeWorked)) ||
    ($self->TicketObj->TimeWorked == 0)) { 
    my ($id, $msg) = $self->TicketObj->SetStatus("open");
    $self->TicketObj->Comment(Content => "You must set the Time
Worked!");
  }
}
return 1;
-----

Description: ResolvedByNobody
-----
# Only do it for certain queues.
my @queues = (27,28,7,9,10,31,11,33,32,21,14,16,17,18,34,42,45);
my $queue_id = $self->TicketObj->Queue;
my $val = grep { /^${queue_id}$/ } @queues;
if ($val) {
  if ((! defined($self->TicketObj->Owner)) || 
    ($self->TicketObj->Owner == RT::Nobody->id)) { 
    my ($id, $msg) = $self->TicketObj->SetStatus("open");
    $self->TicketObj->Comment(Content => "You must take ownership to
resolve this ticket!");
  }
}
return 1;
-----

Description: SetSiteORDept
-----
my $cf_site = $self->TicketObj->CustomFieldValues(1);
my $cf_dept = $self->TicketObj->CustomFieldValues(9);
# Only do it for certain queues.
my @queues = (27,28,7,9,10,31,11,33,32,21,14,16,17,18,34,42,45);
my $queue_id = $self->TicketObj->Queue;
my $val = grep { /^${queue_id}$/ } @queues;
if ($val) {
  if (($cf_site->Count == 0) && ($cf_dept->Count == 0)) { 
    my ($id, $msg) = $self->TicketObj->SetStatus("open");
    $self->TicketObj->Comment(Content => "You must set select at least
one Site or one Department!");
  }
}
return 1;
-----


Unfortunately I haven't yet figured out, or put much time recently, how
to ensure that the actions are reflected in the Results Callback at the
top.  That will also explain why I captured the transaction id/msg when
setting the status and never used them.  I toyed with the idea of
creating my own Transaction but heeded the warning in
Transaction_Overlay.pm.  If anyone knows how to do what I'm talking
about please let me know!  =)

Also, apparently trying to set the Ownership (via Jumbo or the Resolve
link) and possibly the CustomFields during resolution causes the actions
to fail.  In other words, if the user first sets all the appropriate
fields and THEN goes back and resolves the ticket everything should be
fine.

Enjoy!  Hopefully someone will find these useful!


-----
Sean Edge
Consultant
MTV Networks



This email (including any attachments) is for its intended-recipient's
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From mark at coastal-it.com  Fri Jun 15 16:04:24 2007
From: mark at coastal-it.com (Mark Royan)
Date: Fri, 15 Jun 2007 16:04:24 -0400
Subject: [rt-users] Scrips actions - limiting correspondance propogation to
	internal users
Message-ID: <CE9EF324319A604EB8EDDCDBA1CA82110FBF18@Vegas.coastal-it.local>

The scrip that appears to control this is, but we are unsure how to
limit it to only act when initiated by one of our user's within the
system - 
On Correspond Notify Requestors and Ccs with template Correspondence

Is there a way to limit the auto-sending of correspondence when an
external user replies to a ticket? We want the external users to be able
to reply to the ticket so that the content is automatically included in
the ticket but we don't want that reply to be automatically forwarded
per the "On Correspond Notify Requestors and Ccs with template
Correspondence" scrip. It seems that we do need to keep this script in
the system in some capacity to maintain proper handling when internal
users reply to a ticket. Has anybody discovered a way to do this?


Regards,
Mark Royan
Coastal IT Consulting, LLC
http://www.coastal-it.com



From justin.hayes at orbisuk.com  Sat Jun 16 07:01:53 2007
From: justin.hayes at orbisuk.com (Justin Hayes)
Date: Sat, 16 Jun 2007 12:01:53 +0100
Subject: [rt-users] Prevent Status from changing upon inbound message
In-Reply-To: <B9C3DB5A5ABC7442A67E728E52EFF68F6BA6C7@ASHEVS007.mcilink.com>
References: <B9C3DB5A5ABC7442A67E728E52EFF68F6BA6C7@ASHEVS007.mcilink.com>
Message-ID: <9D6B67DB-0CFB-4D22-8AE5-4C41B38A22FC@orbisuk.com>

maybe try the following contribition:

http://wiki.bestpractical.com/view/NonTransitioningStatus

worked fine for me an now I can choose which statusses get set back  
to open on correspondance

Justin

------------------------------------------------------
Justin Hayes
Support Manager
justin.hayes at orbisuk.com



On 4 Jun 2007, at 14:56, Dalal, Kamber Z (Kamber) wrote:

> I am running RT 3.6.3.
>
> I would like to maintain the status of the ticket when an email is  
> received into the ticket.
>
> I have modified the ./lib/RT/Action/AutoOpen.pm
>
> my $status = $self->TicketObj->Status;
>     return undef if $status eq 'open';
>     return undef if $status eq 'new' && $self->TransactionObj- 
> >IsInbound;
>
>
>     # the following lines were added
>     return undef if $status eq 'stalled' && $self->TransactionObj- 
> >IsInbound;
>     return undef if $status eq 'resolved' && $self->TransactionObj- 
> >IsInbound;
>     return undef if $status eq 'rejected' && $self->TransactionObj- 
> >IsInbound;
>     return undef if $status eq 'deleted' && $self->TransactionObj- 
> >IsInbound;
>
> the webservice was re-started.
>
> On a test RT system this works, and does not change the ticket  
> status.  Applying the same on the production, fails.  It does  
> change the ticket status from any one of:
> stalled, resolved and rejected status
> back to open status.
>
> What else should I be looking at to make this work.
>
> Kamber
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com

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From tab at secu.dk  Sat Jun 16 10:50:48 2007
From: tab at secu.dk (Tommy Abrahamsson)
Date: Sat, 16 Jun 2007 14:50:48 +0000 (UTC)
Subject: [rt-users] Create drop down list with customer names
Message-ID: <11705190.12751182005448650.JavaMail.root@APPBRH001.secu.local>

Hi 

I'm trying to create a drop down list when creating a new ticket. The value of the drop down list is supposed to be filled into a CF (this part I haven't gotten to yet). 
I've taken inspiration from the Ticket/Create.html and Elements/SelectOwner, but I can't quite figure out the meaning of the Elements pages. I'm no perl expert - far from, but I've tried to put together a few lines in a new file Elements/SelectCustomer. But when I call it from the Create.html page, I just get a bunch of errors. 
Any help on how I can proceed with this? 

Thanks in advance. 

Best regards 
Tommy Abrahamsson 

Errors: 
Error during compilation of /var/www/rt3/Elements/SelectCustomer: 
Useless use of push with no values at /var/www/rt3/Elements/SelectCustomer line 75. 
Type of arg 1 to push must be array (not hash element) at /var/www/rt3/Elements/SelectCustomer line 75, near "})" 
Global symbol "@assetcustomers" requires explicit package name at /var/www/rt3/Elements/SelectCustomer line 50. 

SelectOwner: 
<SELECT NAME="<%$Name%>"> 
%if ($DefaultValue) { 
<OPTION <% !$Default ? "SELECTED" : '' %> VALUE=""><%$DefaultLabel%></OPTION> 
%} 
%foreach my $AssetCustomer ( @assetcustomers) { 
<OPTION <% ($AssetCustomer->Id == $Default) ? "SELECTED" : ''%> 
%if ($ValueAttribute eq 'id') { 
value="<%$AssetCustomer->id%>" 
%} elsif ($ValueAttribute eq 'Name') { 
value="<%$AssetCustomer->Name%>" 
%} 
><%$AssetCustomer->Name()%></OPTION> 
%} 
</SELECT> 
<%INIT> 
my @objects; 
my %assetcustomers; 

my $assetobj = RTx::AssetTracker::Assets->new($session{CurrentUser}); 
$assetobj->FromSQL('Type = "Customers" AND Status != "retired"'); 

while (my $asset = $assetobj->Next) 
{ 
push ($assetcustomers{$asset}); 


} 

</%INIT> 

<%ARGS> 
$QueueObj => undef 
$Name => undef 
$Default => 0 
$User => undef 
$TicketObj => undef 
$DefaultValue => 1 
$DefaultLabel => "-" 
$ValueAttribute => 'id' 
$cfqueues => undef 
</%ARGS> 

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From theillien at yahoo.com  Sun Jun 17 05:32:14 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sun, 17 Jun 2007 05:32:14 -0400
Subject: [rt-users] TicketObj
Message-ID: <4674FF9E.6070601@yahoo.com>

I'm trying to rewrite part of a script to use the RT::Date module as opposed to
something else like Date::Simple.  However, I'm not sure how to start it.  I'm
using this to test things:

#!/usr/bin/perl

use warnings;
use strict;
use lib '/usr/local/rt-3.6.1/lib';
use lib '/usr/local/rt-3.6.1/local/lib';
use RT;
use RT::Tickets;
use RT::Users;
use RT::Date;
use RT::Action::Generic;

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

sub try {
        my $self = shift;
        my $due = $self->TicketObj->DueObj();
        print $due->Unix() . "\n";
}

&try;

But I keep getting "Can't call method "TicketObj" on an undefined value at
/usr/local/bin/date_test.pl line 18."  I suspect it has something to do with
$self not being initialized.  This is the first time I've tried doing things
this way so I'm not sure how to do it.  Any help will be appreciated.

Thanks
Mathew

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From theillien at yahoo.com  Sun Jun 17 06:30:53 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sun, 17 Jun 2007 06:30:53 -0400
Subject: [rt-users] Priority escalation question
Message-ID: <46750D5D.9050800@yahoo.com>

We have a queue for which tickets are due in 3 days.  The initial priority is 50
and the final priority is 75 (strange, I know. It isn't my plan, that's for
sure).  I have the escalation cron job set for 9pm every night due to our "day"
starting with the 9pm shift.

I noticed something I don't quite get.  I saw a ticket which was created at 6pm
on Friday June 15.  The cron job ran at 9pm Friday promoting it to the next
priority level then again on Saturday promoting it to its final priority level.
 That isn't even 3 days and it was already at its final priority.

As we are a 24-hour shop, when I think of three days, I think of 72 hours as
opposed to three "8-hour work days" for a total of 21 hours.  So a ticket
created at 6pm Friday would only be 51 hours old or, just 2 days and 3 hours old
when it reaches final priority.

Is there something that can be changed in the code to fix this or is the only
fix a matter of simply running it after midnight so a ticket is always first
promoted a "day" after it was created?

Thanks
Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From kelly.terry.jones at gmail.com  Sun Jun 17 21:39:49 2007
From: kelly.terry.jones at gmail.com (Kelly Jones)
Date: Sun, 17 Jun 2007 19:39:49 -0600
Subject: [rt-users] RT reporting tools
Message-ID: <26face530706171839w9c1480ci3d75e3a6828bd790@mail.gmail.com>

Does RT have any "built in" or standalone "reporting tools"? To answer
questions like:

% Average (both mean and median) time between ticket creation +
someone taking ticket.

% Average time between ticket creation + reply to user (comments don't count)

% Average time to ticket resolution.

% Average time ticket spends stalled.

% Stats above for a specific queue or support staff member

% Average number of tickets each support staff member handles per day/week

% etc, etc, etc.

Even if people don't fill out the "time spent" part of the ticket, you
could generate many of the stats above from the MySQL tables. Has
anyone done this?

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


From HelmuthRamirez at compupay.com  Sun Jun 17 21:44:23 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Sun, 17 Jun 2007 21:44:23 -0400
Subject: [rt-users] RT reporting tools
Message-ID: <7314881427FC8A4081673E8CEEA79249044E3D73@EXMIAMI01.compupay.com>

I had submitted a Crystal Reports report which included some (not all) the information you requested. 

The email needed to be approved due to the file size. I think it got lost somewhere :(


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
To: rt-users at bestpractical.com
Sent: Sun Jun 17 20:39:49 2007
Subject: [rt-users] RT reporting tools

Does RT have any "built in" or standalone "reporting tools"? To answer
questions like:

% Average (both mean and median) time between ticket creation +
someone taking ticket.

% Average time between ticket creation + reply to user (comments don't count)

% Average time to ticket resolution.

% Average time ticket spends stalled.

% Stats above for a specific queue or support staff member

% Average number of tickets each support staff member handles per day/week

% etc, etc, etc.

Even if people don't fill out the "time spent" part of the ticket, you
could generate many of the stats above from the MySQL tables. Has
anyone done this?

-- 
We're just a Bunch Of Regular Guys, a collective group that's trying
to understand and assimilate technology. We feel that resistance to
new ideas and technology is unwise and ultimately futile.
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


--------------------------------------------------------------------
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From jesse at bestpractical.com  Sun Jun 17 23:28:20 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 17 Jun 2007 23:28:20 -0400
Subject: [rt-users] RT reporting tools
In-Reply-To: <7314881427FC8A4081673E8CEEA79249044E3D73@EXMIAMI01.compupay.com>
Message-ID: <20070618034122.DFB724D804B@diesel.bestpractical.com>

could you resend? I'll make sure it gets approved

------- Original message -------
From: Helmuth Ramirez <HelmuthRamirez at compupay.com>
Sent: 17.6.'07,  21:44

> I had submitted a Crystal Reports report which included some (not all) the information you requested.
> 
> The email needed to be approved due to the file size. I think it got lost somewhere :(
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> To: rt-users at bestpractical.com
> Sent: Sun Jun 17 20:39:49 2007
> Subject: [rt-users] RT reporting tools
> 
> Does RT have any "built in" or standalone "reporting tools"? To answer
> questions like:
> 
> % Average (both mean and median) time between ticket creation +
> someone taking ticket.
> 
> % Average time between ticket creation + reply to user (comments don't count)
> 
> % Average time to ticket resolution.
> 
> % Average time ticket spends stalled.
> 
> % Stats above for a specific queue or support staff member
> 
> % Average number of tickets each support staff member handles per day/week
> 
> % etc, etc, etc.
> 
> Even if people don't fill out the "time spent" part of the ticket, you
> could generate many of the stats above from the MySQL tables. Has
> anyone done this?
> 
> --
> We're just a Bunch Of Regular Guys, a collective group that's trying
> to understand and assimilate technology. We feel that resistance to
> new ideas and technology is unwise and ultimately futile.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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,
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> information regarding our company please visit www.compupay.com
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From gleduc at mail.sdsu.edu  Mon Jun 18 12:25:33 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 18 Jun 2007 09:25:33 -0700
Subject: [rt-users] Priority escalation question
In-Reply-To: <46750D5D.9050800@yahoo.com>
References: <46750D5D.9050800@yahoo.com>
Message-ID: <6.2.1.2.2.20070618091753.02457d70@mail.sdsu.edu>

Hi Mathew,

If I understand what you're doing and what you want, your script is 
treating every ticket as being at least 1 day old, which is wrong when the 
ticket was created just a few hours earlier.  Since you only run this thing 
once a day, you could check to see if a ticket is at least 24hrs old before 
bumping it to the next level.  Something like
   if ($now - $created >= $one_day) { escalate_ticket() };

Regards,
Gene

At 03:30 AM 6/17/2007, Mathew Snyder wrote:
>We have a queue for which tickets are due in 3 days.  The initial priority 
>is 50
>and the final priority is 75 (strange, I know. It isn't my plan, that's for
>sure).  I have the escalation cron job set for 9pm every night due to our 
>"day"
>starting with the 9pm shift.
>
>I noticed something I don't quite get.  I saw a ticket which was created 
>at 6pm
>on Friday June 15.  The cron job ran at 9pm Friday promoting it to the next
>priority level then again on Saturday promoting it to its final priority 
>level.
>  That isn't even 3 days and it was already at its final priority.
>
>As we are a 24-hour shop, when I think of three days, I think of 72 hours as
>opposed to three "8-hour work days" for a total of 21 hours.  So a ticket
>created at 6pm Friday would only be 51 hours old or, just 2 days and 3 
>hours old
>when it reaches final priority.
>
>Is there something that can be changed in the code to fix this or is the only
>fix a matter of simply running it after midnight so a ticket is always first
>promoted a "day" after it was created?


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



From ben at computerhelpme.com  Mon Jun 18 13:45:21 2007
From: ben at computerhelpme.com (Ben Weston)
Date: Mon, 18 Jun 2007 13:45:21 -0400
Subject: [rt-users] Automatic Disclaimer -- Nevermind
Message-ID: <4676C4B1.4010303@computerhelpme.com>

Well, if there is a more elegant solution, I"m open to it... but I 
realized that simple is usually best, and added the disclaimer as a 
signature file for the users.   It's easy enough to just erase it from 
the later entries.  



Thanks,
Ben



From ben at computerhelpme.com  Mon Jun 18 13:32:53 2007
From: ben at computerhelpme.com (Ben Weston)
Date: Mon, 18 Jun 2007 13:32:53 -0400
Subject: [rt-users] Automatic Disclaimer in initial comment on creation
Message-ID: <4676C1C5.3040501@computerhelpme.com>

Good day,

I'm looking for a way to add a disclaimer and signature line to the 
initial comment of a newly-generated ticket.  Something along the lines of

--------
MyCo is not responsible for data loss that may occur during service, 
customer is solely responsible for maintaining their own backups.  If 
after completion of service, the system is not picked up after 60 days, 
MyCo reserves to right to dispose of the equipment by what ever means 
they feel appropriate, and you will be charged a disposal fee per item.

Signed by:_________________________    Date:__/__/__
---------


Is there a way to do this?  I've been looking at the scrip options, but 
I'm still not really clear on how they work.  Any direction or 
suggestion is most welcome.



Thanks,
Ben



From james at digitalciti.com  Mon Jun 18 15:06:04 2007
From: james at digitalciti.com (James Price)
Date: Mon, 18 Jun 2007 14:06:04 -0500
Subject: [rt-users] Scrip help to replace requestor upon create
Message-ID: <00be01c7b1db$b7c147c0$6375a8c0@jprice>

I am looking to do 1 of the following:
1. Have a scrip that removes the requestor on a specific queue if it matches
X, X of course being a specific email address.

2. A SQL query that will accomplish the above that I could run from a cron
job.

I have a MySQL query I thought would work, essentially the following:
/usr/local/mysql/bin/mysql -u dbauname rt3 -e "update Tickets set
Creator='10' where Queue='7' and Creator='2653';"

This does update the creator of a given ticket that matches userid 2653 and
changes it to userid 10, which is the nobody user.  Even though this works,
I must be missing something because there are still tickets with requestors
of the userid 2653 on the ticket and not Nobody.

An easier and more efficient way of doing this would be on creation using a
scrip.  I have a scrip which works which upon creation sets the owner
automatically.  I'm sure its just a slight modification to that scrip, but I
just can't quite find the object information I need.

My Change Owner scrip contains the following:
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom Condition: is blank
Custom action preparation code: return 1;
Custom action cleanup code: 
my $newowner = "kera";
$self->TicketObj->SetOwner( $newowner );
return 1;


I'm sure if I knew the syntax to modify this to change the requestor on a
ticket, it'd be easier.  Essentially I want the requestor to be Nobody.

Thanks,
James


James R. Price
DigitalCiti.com
3636 S. Iron St., Chicago, IL 60609
Company Tel: 888.855.5550
My Tel/Fax/Cell: 800.603.0769
Web: www.digitalciti.com
Email: james at digitalciti.com




From kukla at caset.buffalo.edu  Mon Jun 18 15:13:43 2007
From: kukla at caset.buffalo.edu (Michael Kukla)
Date: Mon, 18 Jun 2007 15:13:43 -0400
Subject: [rt-users] user names appearing in comments dropdown
In-Reply-To: <20070614143658.4C3214D820C@diesel.bestpractical.com>
References: <20070614143658.4C3214D820C@diesel.bestpractical.com>
Message-ID: <4676D967.7020409@caset.buffalo.edu>

Jesse et al,

Sorry to say, I again need write the list about something we  noticed 
last week--namely, that the names of **disabled** users continue to 
appear in the Owner drop down one gets when "Commenting" on  ticket.

It appeared that the problem might have been due to the combination of

1) the fact that the AdminCc and Cc system groups had previously been 
granted the "own ticket" right; and

2) the fact that disabled users were  most likely still linked to 
Tickets as an AdminCC or Cc--

and thus still potential "owners".

However, the expected fix--globally revoking the "own ticket" right from 
AdminCc and CC--didn't work: the disabled users continue to appear in 
the Comment on Ticket "Owner" drop down as previously.

Has anyone else encountered, or better, resolved this phenomenon?


Mike Kukla
CASet
645-6000 x1156
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~`

>> 2.
>>
>> >> What is even stranger, I've found that the the list of users that
>> >> appears in the Comments/Owners dropdown varies depending upon which
>> >> privileged user currently owns the ticket
>> >>
>> > _how_ does it vary?
>>
>> Well, for example, choosing an open ticket, say, #15426, in queue "A" 
>> owned by user "daves", and expanding the Comment/Owner drop down, I see
>> all current privileged users and *some* of the disabled users.
>>
>> Repeating these steps for the same owner, and queue, but a different 
>> open ticket, #13780, I see the *same* mixed list of all currently 
>> privileged users and some disabled users.
>>
>> Now, another open ticket in the same queue, but with  different owner,
>> the same mixed of user appears in the Comments/Owner dropdown--but with,
>> Hey!, the addition of the email address of un-privileged Cc for the 
>> ticket!
>>
>> Hmm...Perhaps, Ccs' should not be able to own tickets?
>>
> Generally not, no. Try pulling that and seeing how you do?
> 
>> Is that the likely conclusion--along with the guess the disabled users 
>> who are still showing up are still linked in as Cc's on long-ago 
>> **resolved** tickets?
>>
>>
>> Mike Kukla
>> CASet
>> 645-6000 x1156
>> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~`


From jose.junior at mds.gov.br  Mon Jun 18 15:39:32 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Mon, 18 Jun 2007 16:39:32 -0300
Subject: [rt-users] Selecting data directly from RT db
In-Reply-To: <6.2.1.2.2.20070613140221.02571d78@mail.sdsu.edu>
References: <46705A23.3050905@mds.gov.br>
	<6.2.1.2.2.20070613140221.02571d78@mail.sdsu.edu>
Message-ID: <4676DF74.4060003@mds.gov.br>

Gene LeDuc wrote:
> Hello Jose,
> 
> Custom field values are associated with the ticket number.

I did the magic with custom fields and some joins, but there's something 
bugging me now: where RT stores the information about the 'Requestor' of 
a ticket?

[]s
core


From Sean.Edge at mtvnmix.com  Mon Jun 18 15:47:29 2007
From: Sean.Edge at mtvnmix.com (Edge, Sean)
Date: Mon, 18 Jun 2007 15:47:29 -0400
Subject: [rt-users] Selecting data directly from RT db
In-Reply-To: <4676DF74.4060003@mds.gov.br>
References: <46705A23.3050905@mds.gov.br><6.2.1.2.2.20070613140221.02571d78@mail.sdsu.edu>
	<4676DF74.4060003@mds.gov.br>
Message-ID: <9DB5A62CCC96094EBA95F593C589CE1638B779@LAZYTOWN.mtvn.ad.viacom.com>

In the DB, Tickets.Creator should be the requestor.  This is a reference to Users.id.

-Sean

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jos? de Paula Eufr?sio J?nior
Sent: Monday, June 18, 2007 3:40 PM
To: RT-Users at lists.bestpractical.com
Subject: Re: [rt-users] Selecting data directly from RT db

Gene LeDuc wrote:
> Hello Jose,
> 
> Custom field values are associated with the ticket number.

I did the magic with custom fields and some joins, but there's something bugging me now: where RT stores the information about the 'Requestor' of a ticket?

[]s
core
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From sturner at MIT.EDU  Mon Jun 18 16:01:32 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Mon, 18 Jun 2007 16:01:32 -0400
Subject: [rt-users] Selecting data directly from RT db
In-Reply-To: <9DB5A62CCC96094EBA95F593C589CE1638B779@LAZYTOWN.mtvn.ad.vi
	acom.com>
References: <46705A23.3050905@mds.gov.br>
	<6.2.1.2.2.20070613140221.02571d78@mail.sdsu.edu>
	<4676DF74.4060003@mds.gov.br>
	<9DB5A62CCC96094EBA95F593C589CE1638B779@LAZYTOWN.mtvn.ad.viacom.com>
Message-ID: <6.2.3.4.2.20070618160126.03ea2f40@po14.mit.edu>

At Monday 6/18/2007 03:47 PM, you wrote:
>In the DB, Tickets.Creator should be the requestor.  This is a 
>reference to Users.id.
>
>-Sean

No, Creator is the person who created the ticket. If you create a 
ticket in the web interface and specify someone else as the 
requestor, you are the creator.

Requestors are stored in a group related to the ticket - as always, 
it's best to use the RT API to query the database, then you don't 
have to go through the pain of figuring out where everything is.

Steve 



From jose.junior at mds.gov.br  Mon Jun 18 16:20:19 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Mon, 18 Jun 2007 17:20:19 -0300
Subject: [rt-users] Selecting data directly from RT db
In-Reply-To: <049201c7b1e1$98c08420$ca418c60$@net>
References: <46705A23.3050905@mds.gov.br>	<6.2.1.2.2.20070613140221.02571d78@mail.sdsu.edu>
	<4676DF74.4060003@mds.gov.br> <049201c7b1e1$98c08420$ca418c60$@net>
Message-ID: <4676E903.9040300@mds.gov.br>

Jeff Platter wrote:
> There should be a creator integer field on the tickets table. That integer
> associates with a user id for the requestor.

Sometimes people from the helpdesk get a call and create the ticket, 
making the helpdesk person the creator.
The strange thing is on RT interface the "Requestor" value shows whoever 
I set as 'requestor', but the 'creator' field on the Database always 
point to whoever created the ticket.

[]s



From rwerner at usscript.com  Mon Jun 18 16:55:49 2007
From: rwerner at usscript.com (Robert G. Werner)
Date: Mon, 18 Jun 2007 13:55:49 -0700
Subject: [rt-users] More RT 4 (or can it be done in RT 3.6.3?)
Message-ID: <4676F155.9080408@usscript.com>

I would like for my users to be able to chose settings like how often 
pages refresh or whether a reply or comment is the default on an 
individual basis.

I like my RT page to update every 5 minutes but several of my 
developers would prefer to have that happen only when they hit the 
refresh button,  for example).
-- 
Robert G. Werner (Network Systems Administrator)
rwerner at usscript.com

559.244.3734


From james at digitalciti.com  Mon Jun 18 16:59:55 2007
From: james at digitalciti.com (James Price)
Date: Mon, 18 Jun 2007 15:59:55 -0500
Subject: [rt-users] Scrip help to replace requestor upon create
In-Reply-To: <00be01c7b1db$b7c147c0$6375a8c0@jprice>
Message-ID: <00d901c7b1eb$a038b3d0$6375a8c0@jprice>

If anyone has an idea on this, essentially what I am doing now and
accomplishes what I want is the same as Bulk Update in a ticket query,
remove requestor.  Its possible from the GUI so it has to be possible via
scrip or SQL query via the API.

Thanks,
James

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of James Price
Sent: Monday, June 18, 2007 2:06 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Scrip help to replace requestor upon create

I am looking to do 1 of the following:
1. Have a scrip that removes the requestor on a specific queue if it matches
X, X of course being a specific email address.

2. A SQL query that will accomplish the above that I could run from a cron
job.

I have a MySQL query I thought would work, essentially the following:
/usr/local/mysql/bin/mysql -u dbauname rt3 -e "update Tickets set
Creator='10' where Queue='7' and Creator='2653';"

This does update the creator of a given ticket that matches userid 2653 and
changes it to userid 10, which is the nobody user.  Even though this works,
I must be missing something because there are still tickets with requestors
of the userid 2653 on the ticket and not Nobody.

An easier and more efficient way of doing this would be on creation using a
scrip.  I have a scrip which works which upon creation sets the owner
automatically.  I'm sure its just a slight modification to that scrip, but I
just can't quite find the object information I need.

My Change Owner scrip contains the following:
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom Condition: is blank
Custom action preparation code: return 1;
Custom action cleanup code: 
my $newowner = "kera";
$self->TicketObj->SetOwner( $newowner );
return 1;


I'm sure if I knew the syntax to modify this to change the requestor on a
ticket, it'd be easier.  Essentially I want the requestor to be Nobody.

Thanks,
James


James R. Price
DigitalCiti.com
3636 S. Iron St., Chicago, IL 60609
Company Tel: 888.855.5550
My Tel/Fax/Cell: 800.603.0769
Web: www.digitalciti.com
Email: james at digitalciti.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 HelmuthRamirez at compupay.com  Tue Jun 19 01:03:18 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Tue, 19 Jun 2007 01:03:18 -0400
Subject: [rt-users] RE: Ticket Report We Use
References: <001b01c77194$2045eae0$6400000a@corp.lantic.net>
	<7314881427FC8A4081673E8CEEA79249044E3584@EXMIAMI01.compupay.com>
Message-ID: <7314881427FC8A4081673E8CEEA7924905D9B51E@EXMIAMI01.compupay.com>

Hi everyone, here is the simple report I mentioned.  

________________________________

From: Helmuth Ramirez
Sent: Thu 3/29/2007 5:25 PM
To: rt-users at lists.bestpractical.com
Subject: Ticket Report We Use



Hi everyone,
  Management wanted a report to review the number of open/closed tickets on a daily basis.  Our Helpdesk Supervisor knows a little Crystal and came up with a simple report.  I would like to submit it to the community in case anyone else could use something like this and/or improve on it.  (share the wealth right?).

Attached is an image file with what it looks like, as well as the Crystal Reports rpt file.

Cheers
Helmuth




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From ortsanfang at tuffmail.com  Tue Jun 19 04:44:24 2007
From: ortsanfang at tuffmail.com (Christian Felber)
Date: Tue, 19 Jun 2007 10:44:24 +0200
Subject: [rt-users] Fwd: [example.com #2] Test- changing example.com in
	to [test.com#2]
In-Reply-To: <794255.68625.qm@web30415.mail.mud.yahoo.com>
References: <794255.68625.qm@web30415.mail.mud.yahoo.com>
Message-ID: <46779768.60202@tuffmail.com>

Hi Buddika,

Did you restart Apache? Changes take effect after.

Christian

buddika weeerasinghe schrieb am 19.06.2007 05:51:
> Hi christian,
>    
>   I did it.But the result is the same.
>    
>   rgds,
>   Buddika.
> 
> Christian Felber <ortsanfang at tuffmail.com> wrote:
>   Hi,
> 
> Just change $rtname in /opt/rt3/etc/RT_SiteConfig.pm to
> 
> Set($rtname, "test.com");
> 
> Christian
> 
> buddika weeerasinghe schrieb am 15.06.2007 14:26:
>> Hi,
>>
>> what is the method to change the [example.com #2] in to [test.com#2] in mail subject.
>> Can anyone help me.
>>
>> rgds,
>> Buddika.
>>
>> Note: forwarded message attached.
>>
>>
>> ---------------------------------
>> Get the free Yahoo! toolbar and rest assured with the added security of spyware protection. 
>>
>>
>> ------------------------------------------------------------------------
>>
>> Betreff:
>> [example.com #2] Test- changing example.com in to [test.com#2]
>> Von:
>> buddika weeerasinghe 
>> Datum:
>> Fri, 15 Jun 2007 05:15:09 -0700 (PDT)
>> An:
>> rt-users request 
>>
>> An:
>> rt-users request 
>>
>>
>> Hi,
>>
>> what is the method to change the [example.com #2] in to [test.com#2].
>> Can anyone help me.
>>
>> rgds,
>> Buddika.
>>
>>
>> ---------------------------------
>> Ready for the edge of your seat? Check out tonight's top picks on Yahoo! TV. 
>>
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 
>        
> ---------------------------------
> Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase.


From Ulrike.Lindemann at desy.de  Tue Jun 19 05:06:49 2007
From: Ulrike.Lindemann at desy.de (Ulrike Lindemann)
Date: Tue, 19 Jun 2007 11:06:49 +0200
Subject: [rt-users] Not saving custom fields in RTFM upon Article creation
In-Reply-To: <466F9018.40901@mococo.nl>
References: <01d901c7ad31$3f1545f0$bd3fd1d0$@net> <466F9018.40901@mococo.nl>
Message-ID: <46779CA9.9080002@desy.de>

Hi Joop!
Sorry, I can't find RC6, is it available, yet? I would like to test, too!
Regards, Ulrike

Joop wrote:
> Jeff Platter wrote:
>> 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?
> Probably a bug since it sounds familiar to me, but I have recently 
> upgraded my test instance to rt-3.6.4rc1, need todo rc2, and upgraded 
> RTFM to the latest  (2.2.0RC6) and the problem doesn't  show up in this 
> configuration and it doesn't for our production environment which is 
> rt-3.6.3 with RTFM v2.2.0RC6 but it did with the previous version of 
> RTFM. I'm not entirely sure that was RC5 but judging from my directories 
> at the server probably not but RC3.
> 
> So try RC6,
> 
> Joop
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com

-- 
Ulrike Lindemann, Ulrike.Lindemann at desy.de
DESY IT, Benutzerservice
Notkestr. 85, 22607 Hamburg
Tel: +49-40-8998-2549
Fax: +49-40-8994-2549


From JoopvandeWege at mococo.nl  Tue Jun 19 05:50:09 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Tue, 19 Jun 2007 11:50:09 +0200
Subject: [rt-users] Not saving custom fields in RTFM upon Article creation
In-Reply-To: <46779CA9.9080002@desy.de>
References: <01d901c7ad31$3f1545f0$bd3fd1d0$@net> <466F9018.40901@mococo.nl>
	<46779CA9.9080002@desy.de>
Message-ID: <4677A6D1.3040606@mococo.nl>

Ulrike Lindemann wrote:
> Hi Joop!
> Sorry, I can't find RC6, is it available, yet? I would like to test, too!
> Regards, Ulrike
> 
> Joop wrote:
>> Jeff Platter wrote:
>>> 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?
>> Probably a bug since it sounds familiar to me, but I have recently 
>> upgraded my test instance to rt-3.6.4rc1, need todo rc2, and upgraded 
>> RTFM to the latest  (2.2.0RC6) and the problem doesn't  show up in 
>> this configuration and it doesn't for our production environment which 
>> is rt-3.6.3 with RTFM v2.2.0RC6 but it did with the previous version 
>> of RTFM. I'm not entirely sure that was RC5 but judging from my 
>> directories at the server probably not but RC3.
>>
>> So try RC6,
RC6 is available through svn.

Joop


From jesse at bestpractical.com  Tue Jun 19 09:27:48 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 19 Jun 2007 09:27:48 -0400
Subject: [rt-users] Not saving custom fields in RTFM upon Article creation
In-Reply-To: <46779CA9.9080002@desy.de>
References: <01d901c7ad31$3f1545f0$bd3fd1d0$@net> <466F9018.40901@mococo.nl>
	<46779CA9.9080002@desy.de>
Message-ID: <35C9571E-C00A-4C67-93D6-196DC7EBE517@bestpractical.com>


On Jun 19, 2007, at 5:06 AM, Ulrike Lindemann wrote:

> Hi Joop!
> Sorry, I can't find RC6, is it available, yet? I would like to  
> test, too!

You can snag a copy at:

> http://download.bestpractical.com/pub/rt/devel/RTIR_M3/ 
> RTFM-2.2.0RC6.tar.gz

> Regards, Ulrike
>
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From mgilstrap at rw3.com  Tue Jun 19 09:23:28 2007
From: mgilstrap at rw3.com (Matt Gilstrap)
Date: Tue, 19 Jun 2007 06:23:28 -0700
Subject: [rt-users] Custom Field Include Page
Message-ID: <F2669D833151474382A815230162EF35E10C76@EXVBE014-13.exch014.msoutlookonline.net>

Could someone either explain or point me in the right direction about
the Include Page field when creating a custom field in version 3.6.3?  I
can't seem to find any documentation on it.  Thanks in advance.

 

--Matt

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From Ulrike.Lindemann at desy.de  Tue Jun 19 10:57:06 2007
From: Ulrike.Lindemann at desy.de (Ulrike Lindemann)
Date: Tue, 19 Jun 2007 16:57:06 +0200
Subject: [rt-users] Not saving custom fields in RTFM upon Article creation
In-Reply-To: <35C9571E-C00A-4C67-93D6-196DC7EBE517@bestpractical.com>
References: <01d901c7ad31$3f1545f0$bd3fd1d0$@net> <466F9018.40901@mococo.nl>
	<46779CA9.9080002@desy.de>
	<35C9571E-C00A-4C67-93D6-196DC7EBE517@bestpractical.com>
Message-ID: <4677EEC2.1010703@desy.de>

Thanks, Jesse, we will test it!
Ulrike

Jesse Vincent wrote:
> 
> On Jun 19, 2007, at 5:06 AM, Ulrike Lindemann wrote:
> 
>> Hi Joop!
>> Sorry, I can't find RC6, is it available, yet? I would like to test, too!
> 
> You can snag a copy at:
> 
>> http://download.bestpractical.com/pub/rt/devel/RTIR_M3/RTFM-2.2.0RC6.tar.gz 
>>
> 
>> Regards, Ulrike
>>

-- 
Ulrike Lindemann, Ulrike.Lindemann at desy.de
DESY IT, Benutzerservice
Notkestr. 85, 22607 Hamburg
Tel: +49-40-8998-2549
Fax: +49-40-8994-2549


From falcone at bestpractical.com  Tue Jun 19 11:04:55 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 19 Jun 2007 11:04:55 -0400
Subject: [FILTER] [rt-users] RTFM search through body text 2.2.0RC5
In-Reply-To: <076c01c7a936$57b77f00$07267d00$@net>
References: <070a01c7a886$b163a4d0$142aee70$@net>
	<076c01c7a936$57b77f00$07267d00$@net>
Message-ID: <29458C08-EFCD-4D0F-8298-EF7378F37D72@bestpractical.com>


On Jun 7, 2007, at 3:02 PM, Jeff Platter wrote:

> So I finally think I fixed the issue. If anyone is interested it  
> seemed that in the ArticleCollection_Overlay.pm file there was a  
> select statement that had 2 things wrong with it. It was generating  
> the JOIN with OR?s instead of AND?s and it was only searching  
> through the Content field of the ObjectCustomFieldValues table and  
> not searching through the Largecontent field as well.

Hi Jeff

I've applied the LargeContent portion of this in SVN.
I'm not sure I'm seeing the bug that caused you to change the  
ENTRYAGGREGATOR.  Can you tell me
more about what that fix was for?

Thanks

-kevin

> I changed the JOIN criteria to an AND and i added in the  
> Largecontent field as well to the WHERE clause. This seems to have  
> fixed the problem for me at the moment. I have a patch file  
> available if anyone else is having this problem and would like to  
> take a look at the file and try it out.
>
>
>
> Here is the patch I wrote:
>
> ### Patch for getting Custom field searches working in RTFM 2.2.0RC5
>
> ### File location is /opt/rt3/local/lib/RT/FM/ 
> ArticleCollection_Overlay.pm
>
>
>
> --- ArticleCollection_Overlay.pm    2007-06-07 13:33:19.000000000  
> -0400
>
> +++ jp_ArticleCollection_Overlay.pm.bak 2007-06-07  
> 13:32:32.000000000 -0400
>
> @@ -254,7 +254,7 @@
>
>              $self->Limit( LEFTJOIN        => $ObjectValuesAlias,
>
>                            FIELD           => 'CustomField',
>
>                            VALUE           => $args{'FIELD'},
>
> -                          ENTRYAGGREGATOR => 'OR');
>
> +                          ENTRYAGGREGATOR => 'AND');
>
>              # Could convert the above to a non-left join and also  
> enable the thing below
>
>              # $self->SUPER::Limit( ALIAS           =>  
> $ObjectValuesAlias,
>
>              #                      FIELD           => 'CustomField',
>
> @@ -323,6 +323,15 @@
>
>      else {
>
>          $self->SUPER::Limit(
>
>              ALIAS           => $ObjectValuesAlias,
>
> +            FIELD           => 'Largecontent',
>
> +            OPERATOR        => $args{'OPERATOR'},
>
> +            VALUE           => $value,
>
> +            QUOTEVALUE      => $args{'QUOTEVALUE'},
>
> +            ENTRYAGGREGATOR => $args{'ENTRYAGGREGATOR'},
>
> +            SUBCLAUSE       => $clause,
>
> +        );
>
> +        $self->SUPER::Limit(
>
> +            ALIAS           => $ObjectValuesAlias,
>
>              FIELD           => 'Content',
>
>              OPERATOR        => $args{'OPERATOR'},
>
>              VALUE           => $value,
>
>
>
> Thanks to everyone that helped me find this,
>
> -Jeff
>
>
>
>
>
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- 
> bounces at lists.bestpractical.com] On Behalf Of Jeff Platter
> Sent: Wednesday, June 06, 2007 6:05 PM
> To: rt-users at lists.bestpractical.com
> Subject: [FILTER] [rt-users] RTFM search through body text 2.2.0RC5
>
>
>
> Hi,
>
>
>
> I?ve newly installed RT 3.6.3 and RTFM 2.2.0RC5. I created a custom  
> field for the Article?s body. The field name is called body and the  
> type is a wikitext area. Then I created a new class and added the  
> body field to that class. I setup the permissions so that I have  
> full access to the class.
>
>
>
> I went ahead and created a new article in the class. Then when I go  
> to the advanced search and try and search for a word that is in the  
> body field it doesn?t return any results. I did some searching on  
> the mailing list archive and have seen others with a similar  
> problem but no answer yet.
>
>
>
> I have tried installing older versions of RTFM to see if they have  
> the same problems.  I installed ver 2.1.40 and that had the same  
> problem. Then I went all the way back to the latest final release  
> of RTFM ver 2.0.4.  This one actually does work. The only issue is  
> that it is soooo old that it doesn?t really fit in well with 3.6.3  
> and there is a bunch of functionality missing.
>
>
>
> Please someone help me?
>
> Thanks,
>
> -Jeff
>
>
> -- 
> This message has been scanned for viruses and
> dangerous content by MailScanner, and is
> believed to be clean.
>
>
> -- 
> This message has been scanned for viruses and
> dangerous content by MailScanner, and is
> believed to be clean.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From jbrodley at sumtotalsystems.com  Tue Jun 19 11:26:54 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 19 Jun 2007 08:26:54 -0700
Subject: [rt-users] Question about Dates in DB
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0459E2F8@blv-exch1.sumtotalsystems.com>

I'm working on some reports for our RT database, and I'm noticing that
fields get populated with 1/1/1970 if there is nothing entered into the
DB. 

 

Is this accurate assessment?  If so can I just assume that 1/1/1970 =
null? 

 

Thanks in advance.

 

Justin Brodley

 

 

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From sturner at MIT.EDU  Tue Jun 19 11:31:21 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 19 Jun 2007 11:31:21 -0400
Subject: [rt-users] Question about Dates in DB
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0459E2F8@blv-exch1.sumtota
	lsystems.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0459E2F8@blv-exch1.sumtotalsystems.com>
Message-ID: <6.2.3.4.2.20070619112925.03e592f8@po14.mit.edu>

At Tuesday 6/19/2007 11:26 AM, Justin Brodley wrote:
>I'm working on some reports for our RT database, and I'm noticing 
>that fields get populated with 1/1/1970 if there is nothing entered 
>into the DB.
>
>Is this accurate assessment?  If so can I just assume that 1/1/1970 = null?
>

Yes, that's right. One other twist, if I recall correctly, (it may 
depend on what database you use- we run Oracle) is that sometimes 
null dates are stored as null in the database. So you may have to 
allow for both null and 1/1/1970 as meaning "no date set".

Steve 



From jbrodley at sumtotalsystems.com  Tue Jun 19 11:37:08 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 19 Jun 2007 08:37:08 -0700
Subject: [rt-users] Question about Dates in DB
In-Reply-To: <6.2.3.4.2.20070619112925.03e592f8@po14.mit.edu>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0459E2F8@blv-exch1.sumtotalsystems.com>
	<6.2.3.4.2.20070619112925.03e592f8@po14.mit.edu>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0459E30F@blv-exch1.sumtotalsystems.com>

It's nice to see that its consistently inconsistent. We are also running
Oracle, so I'll have to look out for this. 


Justin Brodley
-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Tuesday, June 19, 2007 8:31 AM
To: Justin Brodley; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Question about Dates in DB

At Tuesday 6/19/2007 11:26 AM, Justin Brodley wrote:
>I'm working on some reports for our RT database, and I'm noticing 
>that fields get populated with 1/1/1970 if there is nothing entered 
>into the DB.
>
>Is this accurate assessment?  If so can I just assume that 1/1/1970 =
null?
>

Yes, that's right. One other twist, if I recall correctly, (it may 
depend on what database you use- we run Oracle) is that sometimes 
null dates are stored as null in the database. So you may have to 
allow for both null and 1/1/1970 as meaning "no date set".

Steve 




From gleduc at mail.sdsu.edu  Tue Jun 19 11:43:03 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 19 Jun 2007 08:43:03 -0700
Subject: [rt-users] Question about Dates in DB
In-Reply-To: <6.2.3.4.2.20070619112925.03e592f8@po14.mit.edu>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0459E2F8@blv-exch1.sumtotalsystems.com>
	<6.2.3.4.2.20070619112925.03e592f8@po14.mit.edu>
Message-ID: <6.2.1.2.2.20070619083949.02497a88@mail.sdsu.edu>

FWIW, a brief snoop didn't turn up any null date fields in our MySQL RT 
database.

Gene

At 08:31 AM 6/19/2007, Stephen Turner wrote:
>At Tuesday 6/19/2007 11:26 AM, Justin Brodley wrote:
>>I'm working on some reports for our RT database, and I'm noticing that 
>>fields get populated with 1/1/1970 if there is nothing entered into the DB.
>>
>>Is this accurate assessment?  If so can I just assume that 1/1/1970 = null?
>
>Yes, that's right. One other twist, if I recall correctly, (it may depend 
>on what database you use- we run Oracle) is that sometimes null dates are 
>stored as null in the database. So you may have to allow for both null and 
>1/1/1970 as meaning "no date set".
>
>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 jbrodley at sumtotalsystems.com  Tue Jun 19 12:07:45 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 19 Jun 2007 09:07:45 -0700
Subject: [rt-users] Load balancer 
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0459E368@blv-exch1.sumtotalsystems.com>

Has anyone attempted to terminate SSL on a load balancer in front of the
RT server?  We did some initial tests but had issues with redirects,
etc. We'd prefer not to terminate SSL directly to the web server as this
adds additional stress to the server. 

 

Justin Brodley

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From jesse at bestpractical.com  Tue Jun 19 13:57:22 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 19 Jun 2007 13:57:22 -0400
Subject: [rt-users] user names appearing in comments dropdown
In-Reply-To: <4676D967.7020409@caset.buffalo.edu>
References: <20070614143658.4C3214D820C@diesel.bestpractical.com>
	<4676D967.7020409@caset.buffalo.edu>
Message-ID: <784AFBD4-8261-4C60-9D57-460B4997F4C2@bestpractical.com>


On Jun 18, 2007, at 3:13 PM, Michael Kukla wrote:

> Jesse et al,
>
> Sorry to say, I again need write the list about something we   
> noticed last week--namely, that the names of **disabled** users  
> continue to appear in the Owner drop down one gets when  
> "Commenting" on  ticket.
>
> It appeared that the problem might have been due to the combination of
>
> 1) the fact that the AdminCc and Cc system groups had previously  
> been granted the "own ticket" right; and
>
> 2) the fact that disabled users were  most likely still linked to  
> Tickets as an AdminCC or Cc--
>
> and thus still potential "owners".
>
> However, the expected fix--globally revoking the "own ticket" right  
> from AdminCc and CC--didn't work: the disabled users continue to  
> appear in the Comment on Ticket "Owner" drop down as previously.
>
> Has anyone else encountered, or better, resolved this phenomenon?

Can you confirm that you're on 3.6.3 and that "Everybody" doesn't  
have the "OwnTickets" right? I've just reread this section of code  
and I don't see hwo this can be happening.

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From ruz at bestpractical.com  Tue Jun 19 15:09:03 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Tue, 19 Jun 2007 23:09:03 +0400
Subject: [rt-users] Question about Dates in DB
In-Reply-To: <6.2.3.4.2.20070619112925.03e592f8@po14.mit.edu>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0459E2F8@blv-exch1.sumtotalsystems.com>
	<6.2.3.4.2.20070619112925.03e592f8@po14.mit.edu>
Message-ID: <589c94400706191209s3e6668e1rb640d83eba28b796@mail.gmail.com>

Yes, 1/1/1970 is equal to 'Not set', but I think you have to expect
this to be changed to real NULL as I have very strong wish to change
it as NULLs are clearer, easier for development and more flexible.
Hope we'll have time to do it before 3.8.0

On 6/19/07, Stephen Turner <sturner at mit.edu> wrote:
> At Tuesday 6/19/2007 11:26 AM, Justin Brodley wrote:
> >I'm working on some reports for our RT database, and I'm noticing
> >that fields get populated with 1/1/1970 if there is nothing entered
> >into the DB.
> >
> >Is this accurate assessment?  If so can I just assume that 1/1/1970 = null?
> >
>
> Yes, that's right. One other twist, if I recall correctly, (it may
> depend on what database you use- we run Oracle) is that sometimes
> null dates are stored as null in the database. So you may have to
> allow for both null and 1/1/1970 as meaning "no date set".
>
> 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
>


-- 
Best regards, Ruslan.


From jbrodley at sumtotalsystems.com  Tue Jun 19 15:10:47 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 19 Jun 2007 12:10:47 -0700
Subject: [rt-users] Question about Dates in DB
In-Reply-To: <589c94400706191209s3e6668e1rb640d83eba28b796@mail.gmail.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0459E2F8@blv-exch1.sumtotalsystems.com>
	<6.2.3.4.2.20070619112925.03e592f8@po14.mit.edu>
	<589c94400706191209s3e6668e1rb640d83eba28b796@mail.gmail.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0462922E@blv-exch1.sumtotalsystems.com>

That would be great especially when dealing with reporting applications, having a value there makes them more complex, as I have to set "not equals" statements. 


Justin Brodley?


-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, June 19, 2007 12:09 PM
To: Stephen Turner
Cc: Justin Brodley; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Question about Dates in DB

Yes, 1/1/1970 is equal to 'Not set', but I think you have to expect
this to be changed to real NULL as I have very strong wish to change
it as NULLs are clearer, easier for development and more flexible.
Hope we'll have time to do it before 3.8.0

On 6/19/07, Stephen Turner <sturner at mit.edu> wrote:
> At Tuesday 6/19/2007 11:26 AM, Justin Brodley wrote:
> >I'm working on some reports for our RT database, and I'm noticing
> >that fields get populated with 1/1/1970 if there is nothing entered
> >into the DB.
> >
> >Is this accurate assessment?  If so can I just assume that 1/1/1970 = null?
> >
>
> Yes, that's right. One other twist, if I recall correctly, (it may
> depend on what database you use- we run Oracle) is that sometimes
> null dates are stored as null in the database. So you may have to
> allow for both null and 1/1/1970 as meaning "no date set".
>
> 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
>


-- 
Best regards, Ruslan.


From JB at zeugmasystems.com  Tue Jun 19 15:32:31 2007
From: JB at zeugmasystems.com (J Bell)
Date: Tue, 19 Jun 2007 12:32:31 -0700
Subject: [rt-users] LDAP and debugging
Message-ID: <66910A579C9312469A7DF9ADB54A8B7D90081C@exchange.ZeugmaSystems.local>

Hi folks,
 
I'm trying to debug an LDAP overlay, but I can't seem to get the logging
done properly. Here is the relevant stanza from RT_SiteConfig.pm:
 
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'debug');
Set($LogToFile      , 'debug');
Set($LogDir, '/var/log/rt3');
Set($LogToFileNamed , "rt.log");    #log to rt.log

I get no [debug] output at all in the logfile. Any clues?
 
--JB
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From theillien at yahoo.com  Tue Jun 19 15:37:51 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 19 Jun 2007 15:37:51 -0400
Subject: [rt-users] Problem with ExtractCustomFieldValues
Message-ID: <4678308F.30506@yahoo.com>

So far it hasn't posed a problem as it appears to be working but I was looking
at the Apache error_log today and saw this:
[Tue Jun 19 18:02:26 2007] [error]: Scrip Commit 18 died. - Can't call method
"Content" on an undefined value at
/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm line 47.

Stack:
  [/usr/local/rt-3.6.1/lib/RT/Action/ExtractCustomFieldValues.pm:47]
  [/usr/local/rt-3.6.1/lib/RT/ScripAction_Overlay.pm:240]
  [/usr/local/rt-3.6.1/lib/RT/Scrip_Overlay.pm:506]
  [/usr/local/rt-3.6.1/lib/RT/Scrips_Overlay.pm:193]
  [/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:179]
  [/usr/local/rt-3.6.1/lib/RT/Record.pm:1446]
  [/usr/local/rt-3.6.1/lib/RT/Ticket_Overlay.pm:745]
  [/usr/local/rt-3.6.1/share/html/index.html:86]
  [/usr/local/rt-3.6.1/share/html/autohandler:279]
(/usr/local/rt-3.6.1//lib/RT/Scrip_Overlay.pm:514)

Anyone know what's happening here?

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From gleduc at mail.sdsu.edu  Tue Jun 19 15:45:04 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 19 Jun 2007 12:45:04 -0700
Subject: [rt-users] Problem with ExtractCustomFieldValues
In-Reply-To: <4678308F.30506@yahoo.com>
References: <4678308F.30506@yahoo.com>
Message-ID: <6.2.1.2.2.20070619124359.0246a790@mail.sdsu.edu>

Mathew, what is scrip 18 doing?

At 12:37 PM 6/19/2007, Mathew Snyder wrote:
>So far it hasn't posed a problem as it appears to be working but I was looking
>at the Apache error_log today and saw this:
>[Tue Jun 19 18:02:26 2007] [error]: Scrip Commit 18 died. - Can't call method
>"Content" on an undefined value at
>/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm line 47.
>
>Stack:
>   [/usr/local/rt-3.6.1/lib/RT/Action/ExtractCustomFieldValues.pm:47]
>   [/usr/local/rt-3.6.1/lib/RT/ScripAction_Overlay.pm:240]
>   [/usr/local/rt-3.6.1/lib/RT/Scrip_Overlay.pm:506]
>   [/usr/local/rt-3.6.1/lib/RT/Scrips_Overlay.pm:193]
>   [/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:179]
>   [/usr/local/rt-3.6.1/lib/RT/Record.pm:1446]
>   [/usr/local/rt-3.6.1/lib/RT/Ticket_Overlay.pm:745]
>   [/usr/local/rt-3.6.1/share/html/index.html:86]
>   [/usr/local/rt-3.6.1/share/html/autohandler:279]
>(/usr/local/rt-3.6.1//lib/RT/Scrip_Overlay.pm:514)
>
>Anyone know what's happening here?


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



From kellermg at potsdam.edu  Tue Jun 19 15:53:04 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Tue, 19 Jun 2007 15:53:04 -0400
Subject: [rt-users] Load balancer
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0459E368@blv-exch1.sumtotalsystems.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0459E368@blv-exch1.sumtotalsystems.com>
Message-ID: <1182282784.6109.45.camel@mlap>

For a pair of high-volume clients, I've set up RT3.6 behind a
lightweight Apache SSL server that uses an Apache rewrite map to balance
the connections- one has 2 servers, one has 4. Works perfectly. 

Note: Both of these are using external authentication. I have no idea
about intra-RT auth mechanisms and how they deal with balancing.

On Tue, 2007-06-19 at 09:07 -0700, Justin Brodley wrote:
> Has anyone attempted to terminate SSL on a load balancer in front of
> the RT server?  We did some initial tests but had issues with
> redirects, etc. We?d prefer not to terminate SSL directly to the web
> server as this adds additional stress to the server. 

-- 
Matthew Keller
Information Security Officer & Network Administrator
Computing & Technology Services
State University of New York @ Potsdam
Potsdam, NY, USA
http://mattwork.potsdam.edu/



From HelmuthRamirez at compupay.com  Tue Jun 19 16:12:16 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Tue, 19 Jun 2007 16:12:16 -0400
Subject: [rt-users] FW: Ticket Report We Use
References: <001b01c77194$2045eae0$6400000a@corp.lantic.net>
	<7314881427FC8A4081673E8CEEA79249044E3584@EXMIAMI01.compupay.com>
Message-ID: <7314881427FC8A4081673E8CEEA7924905D9B525@EXMIAMI01.compupay.com>

Ok, here is the report we use, something simple that perhaps the community can build upon.
 
Cheers
Helmuth

________________________________

From: Helmuth Ramirez
Sent: Thu 3/29/2007 5:25 PM
To: rt-users at lists.bestpractical.com
Subject: Ticket Report We Use



Hi everyone,
  Management wanted a report to review the number of open/closed tickets on a daily basis.  Our Helpdesk Supervisor knows a little Crystal and came up with a simple report.  I would like to submit it to the community in case anyone else could use something like this and/or improve on it.  (share the wealth right?).

Attached is an image file with what it looks like, as well as the Crystal Reports rpt file.

Cheers
Helmuth




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From Brian_Gupta at timeinc.com  Tue Jun 19 16:43:02 2007
From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com)
Date: Tue, 19 Jun 2007 16:43:02 -0400
Subject: [rt-users] Load balancer 
In-Reply-To: <20070619201529.A14924D81BE@diesel.bestpractical.com>
Message-ID: <BEF6BF438B8E65438F782AA0EC0ACBED18C881@NYCMSGMB04.enterprise.corpad.timeinc.com>

> Date: Tue, 19 Jun 2007 09:07:45 -0700
> From: "Justin Brodley" <jbrodley at sumtotalsystems.com>
> Subject: [rt-users] Load balancer 
> To: <rt-users at lists.bestpractical.com>
> 
> Has anyone attempted to terminate SSL on a load balancer in 
> front of the RT server?  We did some initial tests but had 
> issues with redirects, etc. We'd prefer not to terminate SSL 
> directly to the web server as this adds additional stress to 
> the server. 
> 
>  
> 
> Justin Brodley

We've been doing this for years, without any issues. (Make sure your apache config virtualhost contains an entry for the vip's dns name.)

<VirtualHost *:80>
    ServerName vip.domainname.com
    DocumentRoot /opt/rt/rt/share/html
    AddDefaultCharset UTF-8

    PerlModule Apache::DBI
    PerlRequire /opt/rt/rt/bin/webmux.pl

    <Location /rtprod>
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
    Alias /rtprod "/opt/rt/rt/share/html"
    ScriptAlias /rtprod/cgi-bin/ "/opt/rt/httpd/cgi-bin/"
</VirtualHost>

Brian Gupta
Time Inc
Information Technology Dept
212-522-1401
> 
> Message: 2
> Date: Tue, 19 Jun 2007 13:57:22 -0400
> From: Jesse Vincent <jesse at bestpractical.com>
> Subject: Re: [rt-users] user names appearing in comments dropdown
> To: Michael Kukla <kukla at caset.buffalo.edu>
> Cc: rt-users at lists.bestpractical.com,	Martin Camacho
> 	<camacho at caset.buffalo.edu>
> Message-ID: <784AFBD4-8261-4C60-9D57-460B4997F4C2 at bestpractical.com>
> Content-Type: text/plain; charset="us-ascii"
> 
> 
> On Jun 18, 2007, at 3:13 PM, Michael Kukla wrote:
> 
> > Jesse et al,
> >
> > Sorry to say, I again need write the list about something we   
> > noticed last week--namely, that the names of **disabled** users
> > continue to appear in the Owner drop down one gets when  
> > "Commenting" on  ticket.
> >
> > It appeared that the problem might have been due to the 
> combination of
> >
> > 1) the fact that the AdminCc and Cc system groups had previously
> > been granted the "own ticket" right; and
> >
> > 2) the fact that disabled users were  most likely still linked to
> > Tickets as an AdminCC or Cc--
> >
> > and thus still potential "owners".
> >
> > However, the expected fix--globally revoking the "own ticket" right
> > from AdminCc and CC--didn't work: the disabled users continue to  
> > appear in the Comment on Ticket "Owner" drop down as previously.
> >
> > Has anyone else encountered, or better, resolved this phenomenon?
> 
> Can you confirm that you're on 3.6.3 and that "Everybody" doesn't  
> have the "OwnTickets" right? I've just reread this section of code  
> and I don't see hwo this can be happening.
> 
> -------------- next part --------------
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> 20070619/19a61353/PGP-0001.pgp
> 
> ------------------------------
> 
> Message: 3
> Date: Tue, 19 Jun 2007 23:09:03 +0400
> From: "Ruslan Zakirov" <ruz at bestpractical.com>
> Subject: Re: [rt-users] Question about Dates in DB
> To: "Stephen Turner" <sturner at mit.edu>
> Cc: rt-users at lists.bestpractical.com
> Message-ID:
> 	<589c94400706191209s3e6668e1rb640d83eba28b796 at mail.gmail.com>
> Content-Type: text/plain; charset=UTF-8; format=flowed
> 
> Yes, 1/1/1970 is equal to 'Not set', but I think you have to 
> expect this to be changed to real NULL as I have very strong 
> wish to change it as NULLs are clearer, easier for 
> development and more flexible. Hope we'll have time to do it 
> before 3.8.0
> 
> On 6/19/07, Stephen Turner <sturner at mit.edu> wrote:
> > At Tuesday 6/19/2007 11:26 AM, Justin Brodley wrote:
> > >I'm working on some reports for our RT database, and I'm noticing 
> > >that fields get populated with 1/1/1970 if there is 
> nothing entered 
> > >into the DB.
> > >
> > >Is this accurate assessment?  If so can I just assume that 
> 1/1/1970 = 
> > >null?
> > >
> >
> > Yes, that's right. One other twist, if I recall correctly, (it may 
> > depend on what database you use- we run Oracle) is that 
> sometimes null 
> > dates are stored as null in the database. So you may have 
> to allow for 
> > both null and 1/1/1970 as meaning "no date set".
> >
> > 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
> >
> 
> 
> -- 
> Best regards, Ruslan.
> 
> 
> ------------------------------
> 
> Message: 4
> Date: Tue, 19 Jun 2007 12:10:47 -0700
> From: "Justin Brodley" <jbrodley at sumtotalsystems.com>
> Subject: RE: [rt-users] Question about Dates in DB
> To: "Ruslan Zakirov" <ruz at bestpractical.com>,	"Stephen Turner"
> 	<sturner at mit.edu>
> Cc: rt-users at lists.bestpractical.com
> Message-ID:
> 	
> <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0462922E at blv-exch1.sumtotalsy
> stems.com>
> 	
> Content-Type: text/plain;	charset="utf-8"
> 
> That would be great especially when dealing with reporting 
> applications, having a value there makes them more complex, 
> as I have to set "not equals" statements. 
> 
> 
> Justin Brodley??
> 
> 
> -----Original Message-----
> From: ruslan.zakirov at gmail.com 
> [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
> Sent: Tuesday, June 19, 2007 12:09 PM
> To: Stephen Turner
> Cc: Justin Brodley; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Question about Dates in DB
> 
> Yes, 1/1/1970 is equal to 'Not set', but I think you have to 
> expect this to be changed to real NULL as I have very strong 
> wish to change it as NULLs are clearer, easier for 
> development and more flexible. Hope we'll have time to do it 
> before 3.8.0
> 
> On 6/19/07, Stephen Turner <sturner at mit.edu> wrote:
> > At Tuesday 6/19/2007 11:26 AM, Justin Brodley wrote:
> > >I'm working on some reports for our RT database, and I'm noticing 
> > >that fields get populated with 1/1/1970 if there is 
> nothing entered 
> > >into the DB.
> > >
> > >Is this accurate assessment?  If so can I just assume that 
> 1/1/1970 = 
> > >null?
> > >
> >
> > Yes, that's right. One other twist, if I recall correctly, (it may 
> > depend on what database you use- we run Oracle) is that 
> sometimes null 
> > dates are stored as null in the database. So you may have 
> to allow for 
> > both null and 1/1/1970 as meaning "no date set".
> >
> > 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
> >
> 
> 
> -- 
> Best regards, Ruslan.
> 
> 
> ------------------------------
> 
> Message: 5
> Date: Tue, 19 Jun 2007 12:32:31 -0700
> From: "J Bell" <JB at zeugmasystems.com>
> Subject: [rt-users] LDAP and debugging
> To: <rt-users at lists.bestpractical.com>
> Message-ID:
> 	
> <66910A579C9312469A7DF9ADB54A8B7D90081C at exchange.ZeugmaSystems.local>
> Content-Type: text/plain; charset="us-ascii"
> 
> Hi folks,
>  
> I'm trying to debug an LDAP overlay, but I can't seem to get 
> the logging done properly. Here is the relevant stanza from 
> RT_SiteConfig.pm:
>  
> Set($LogToSyslog    , 'debug');
> Set($LogToScreen    , 'debug');
> Set($LogToFile      , 'debug');
> Set($LogDir, '/var/log/rt3');
> Set($LogToFileNamed , "rt.log");    #log to rt.log
> 
> I get no [debug] output at all in the logfile. Any clues?
>  
> --JB
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> 
> ------------------------------
> 
> Message: 6
> Date: Tue, 19 Jun 2007 15:37:51 -0400
> From: Mathew Snyder <theillien at yahoo.com>
> Subject: [rt-users] Problem with ExtractCustomFieldValues
> To: RT Users <rt-users at lists.bestpractical.com>
> Message-ID: <4678308F.30506 at yahoo.com>
> Content-Type: text/plain; charset=ISO-8859-1
> 
> So far it hasn't posed a problem as it appears to be working 
> but I was looking at the Apache error_log today and saw this: 
> [Tue Jun 19 18:02:26 2007] [error]: Scrip Commit 18 died. - 
> Can't call method "Content" on an undefined value at 
> /usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm
>  line 47.
> 
> Stack:
>   [/usr/local/rt-3.6.1/lib/RT/Action/ExtractCustomFieldValues.pm:47]
>   [/usr/local/rt-3.6.1/lib/RT/ScripAction_Overlay.pm:240]
>   [/usr/local/rt-3.6.1/lib/RT/Scrip_Overlay.pm:506]
>   [/usr/local/rt-3.6.1/lib/RT/Scrips_Overlay.pm:193]
>   [/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:179]
>   [/usr/local/rt-3.6.1/lib/RT/Record.pm:1446]
>   [/usr/local/rt-3.6.1/lib/RT/Ticket_Overlay.pm:745]
>   [/usr/local/rt-3.6.1/share/html/index.html:86]
>   [/usr/local/rt-3.6.1/share/html/autohandler:279]
> (/usr/local/rt-3.6.1//lib/RT/Scrip_Overlay.pm:514)
> 
> Anyone know what's happening here?
> 
> -- 
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
> ------------------------------
> 
> Message: 7
> Date: Tue, 19 Jun 2007 12:45:04 -0700
> From: Gene  LeDuc <gleduc at mail.sdsu.edu>
> Subject: Re: [rt-users] Problem with ExtractCustomFieldValues
> To: Mathew Snyder <theillien at yahoo.com>
> Cc: RT Users <rt-users at lists.bestpractical.com>
> Message-ID: <6.2.1.2.2.20070619124359.0246a790 at mail.sdsu.edu>
> Content-Type: text/plain; charset="us-ascii"; format=flowed
> 
> Mathew, what is scrip 18 doing?
> 
> At 12:37 PM 6/19/2007, Mathew Snyder wrote:
> >So far it hasn't posed a problem as it appears to be working 
> but I was 
> >looking at the Apache error_log today and saw this: [Tue Jun 19 
> >18:02:26 2007] [error]: Scrip Commit 18 died. - Can't call method 
> >"Content" on an undefined value at 
> >/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.p
> m line 47.
> >
> >Stack:
> >   [/usr/local/rt-3.6.1/lib/RT/Action/ExtractCustomFieldValues.pm:47]
> >   [/usr/local/rt-3.6.1/lib/RT/ScripAction_Overlay.pm:240]
> >   [/usr/local/rt-3.6.1/lib/RT/Scrip_Overlay.pm:506]
> >   [/usr/local/rt-3.6.1/lib/RT/Scrips_Overlay.pm:193]
> >   [/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:179]
> >   [/usr/local/rt-3.6.1/lib/RT/Record.pm:1446]
> >   [/usr/local/rt-3.6.1/lib/RT/Ticket_Overlay.pm:745]
> >   [/usr/local/rt-3.6.1/share/html/index.html:86]
> >   [/usr/local/rt-3.6.1/share/html/autohandler:279]
> >(/usr/local/rt-3.6.1//lib/RT/Scrip_Overlay.pm:514)
> >
> >Anyone know what's happening here?
> 
> 
> -- 
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University 
> 
> 
> 
> ------------------------------
> 
> Message: 8
> Date: Tue, 19 Jun 2007 15:53:04 -0400
> From: Matthew Keller <kellermg at potsdam.edu>
> Subject: Re: [rt-users] Load balancer
> To: Justin Brodley <jbrodley at sumtotalsystems.com>
> Cc: rt-users at lists.bestpractical.com
> Message-ID: <1182282784.6109.45.camel at mlap>
> Content-Type: text/plain; charset=utf-8
> 
> For a pair of high-volume clients, I've set up RT3.6 behind a 
> lightweight Apache SSL server that uses an Apache rewrite map 
> to balance the connections- one has 2 servers, one has 4. 
> Works perfectly. 
> 
> Note: Both of these are using external authentication. I have 
> no idea about intra-RT auth mechanisms and how they deal with 
> balancing.
> 
> On Tue, 2007-06-19 at 09:07 -0700, Justin Brodley wrote:
> > Has anyone attempted to terminate SSL on a load balancer in 
> front of 
> > the RT server?  We did some initial tests but had issues with 
> > redirects, etc. We???d prefer not to terminate SSL directly 
> to the web 
> > server as this adds additional stress to the server.
> 
> -- 
> Matthew Keller
> Information Security Officer & Network Administrator
> Computing & Technology Services
> State University of New York @ Potsdam
> Potsdam, NY, USA
> http://mattwork.potsdam.edu/
> 
> 
> 
> ------------------------------
> 
> Message: 9
> Date: Tue, 19 Jun 2007 16:12:16 -0400
> From: "Helmuth Ramirez" <HelmuthRamirez at compupay.com>
> Subject: [rt-users] FW: Ticket Report We Use
> To: <kelly.terry.jones at gmail.com>, <rt-users at bestpractical.com>,
> 	"Jesse Vincent" <jesse at bestpractical.com>
> Message-ID:
> 	
> <7314881427FC8A4081673E8CEEA7924905D9B525 at EXMIAMI01.compupay.com>
> Content-Type: text/plain; charset="iso-8859-1"
> 
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------------------------------

_______________________________________________
RT-Users mailing list
RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users


End of RT-Users Digest, Vol 39, Issue 50
****************************************


From theillien at yahoo.com  Wed Jun 20 00:32:12 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 20 Jun 2007 00:32:12 -0400
Subject: [rt-users] Problem with ExtractCustomFieldValues
In-Reply-To: <6.2.1.2.2.20070619124359.0246a790@mail.sdsu.edu>
References: <4678308F.30506@yahoo.com>
	<6.2.1.2.2.20070619124359.0246a790@mail.sdsu.edu>
Message-ID: <4678ADCC.1060403@yahoo.com>

It's the actual scrip which runs ExtractCustomFieldValues.pm.

Condition: On Create
Action: Extract Custom Field Values
Template: Global template: ExtractEnvironment
Stage: TransactionCreate
Custom condition:
Custom action Preparation code: return 1;
Custom action cleanup code:

Template ExtractEnvironment based on how ExtractCustomFieldValues.pm works:
Environment|body|^CUSTOMER ENVIRONMENT\s+\[(\w+)\]$

Mathew
Keep up with me and what I'm up to: http://theillien.blogspot.com


Gene LeDuc wrote:
> Mathew, what is scrip 18 doing?
> 
> At 12:37 PM 6/19/2007, Mathew Snyder wrote:
>> So far it hasn't posed a problem as it appears to be working but I was
>> looking
>> at the Apache error_log today and saw this:
>> [Tue Jun 19 18:02:26 2007] [error]: Scrip Commit 18 died. - Can't call
>> method
>> "Content" on an undefined value at
>> /usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm line 47.
>>
>> Stack:
>>   [/usr/local/rt-3.6.1/lib/RT/Action/ExtractCustomFieldValues.pm:47]
>>   [/usr/local/rt-3.6.1/lib/RT/ScripAction_Overlay.pm:240]
>>   [/usr/local/rt-3.6.1/lib/RT/Scrip_Overlay.pm:506]
>>   [/usr/local/rt-3.6.1/lib/RT/Scrips_Overlay.pm:193]
>>   [/usr/local/rt-3.6.1/lib/RT/Transaction_Overlay.pm:179]
>>   [/usr/local/rt-3.6.1/lib/RT/Record.pm:1446]
>>   [/usr/local/rt-3.6.1/lib/RT/Ticket_Overlay.pm:745]
>>   [/usr/local/rt-3.6.1/share/html/index.html:86]
>>   [/usr/local/rt-3.6.1/share/html/autohandler:279]
>> (/usr/local/rt-3.6.1//lib/RT/Scrip_Overlay.pm:514)
>>
>> Anyone know what's happening here?
> 
> 


From theillien at yahoo.com  Wed Jun 20 02:22:43 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 20 Jun 2007 02:22:43 -0400
Subject: [rt-users] question about FromSQL
Message-ID: <4678C7B3.1010406@yahoo.com>

Does the FromSQL method allow for the less-than-/greater-than-or-equal-to
operators?  <=, >=

Using them would simplify a query I have.

Thanks
Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From ignacio.vazquez at inteco.es  Wed Jun 20 08:47:22 2007
From: ignacio.vazquez at inteco.es (Ignacio Vazquez Alvarez)
Date: Wed, 20 Jun 2007 14:47:22 +0200
Subject: [rt-users] Encrypt messages
In-Reply-To: <mailman.0.1180014164.12857.rt-users@lists.bestpractical.com>
References: <mailman.0.1180014164.12857.rt-users@lists.bestpractical.com>
Message-ID: <4A0A57AB902FF9478570078691DCD99F51801E@srv-mail.inteco.local>

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...

Any idea?


From jobless2006 at gmail.com  Wed Jun 20 09:42:18 2007
From: jobless2006 at gmail.com (santhosh J)
Date: Wed, 20 Jun 2007 19:12:18 +0530
Subject: [rt-users] FW: Ticket Report We Use
In-Reply-To: <7314881427FC8A4081673E8CEEA7924905D9B525@EXMIAMI01.compupay.com>
References: <001b01c77194$2045eae0$6400000a@corp.lantic.net>
	<7314881427FC8A4081673E8CEEA79249044E3584@EXMIAMI01.compupay.com>
	<7314881427FC8A4081673E8CEEA7924905D9B525@EXMIAMI01.compupay.com>
Message-ID: <3d08660b0706200642n253a99dcn416cb2165344865@mail.gmail.com>

Hi,

   Please can you brifly explain how to generate this. I couldn't get how to
generate this type of Report.

Regards
Santhosh

On 6/20/07, Helmuth Ramirez <HelmuthRamirez at compupay.com> wrote:
>
>  Ok, here is the report we use, something simple that perhaps the
> community can build upon.
>
> Cheers
> Helmuth
>
> ------------------------------
> *From:* Helmuth Ramirez
> *Sent:* Thu 3/29/2007 5:25 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* Ticket Report We Use
>
>  Hi everyone,
>   Management wanted a report to review the number of open/closed tickets
> on a daily basis.  Our Helpdesk Supervisor knows a little Crystal and came
> up with a simple report.  I would like to submit it to the community in case
> anyone else could use something like this and/or improve on it.  (share the
> wealth right?).
>
> Attached is an image file with what it looks like, as well as the Crystal
> Reports rpt file.
>
> Cheers
> Helmuth
>
>
>
> ------------------------------
> 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/
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>
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From kukla at caset.buffalo.edu  Wed Jun 20 09:47:13 2007
From: kukla at caset.buffalo.edu (Michael Kukla)
Date: Wed, 20 Jun 2007 09:47:13 -0400
Subject: [rt-users] user names appearing in comments dropdown
In-Reply-To: <784AFBD4-8261-4C60-9D57-460B4997F4C2@bestpractical.com>
References: <20070614143658.4C3214D820C@diesel.bestpractical.com>
	<4676D967.7020409@caset.buffalo.edu>
	<784AFBD4-8261-4C60-9D57-460B4997F4C2@bestpractical.com>
Message-ID: <46792FE1.5070008@caset.buffalo.edu>

Jesse,

Thanks for personally looking into this.

Anyway, we're running RT 3.4.5 and I've checked again: Everyone doesn't 
have the "OwnTicket" right neither globally nor in any queue.

Mike Kukla
CASet
645-6000 x1156
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~`

Need assistance?
Always use our workorder system first:

http://www.caset.buffalo.edu/support

If someone is ill or on vacation, you'll get a
more rapid reply.


Jesse Vincent wrote:
> 
> On Jun 18, 2007, at 3:13 PM, Michael Kukla wrote:
> 
>> Jesse et al,
>>
>> Sorry to say, I again need write the list about something we  noticed 
>> last week--namely, that the names of **disabled** users continue to 
>> appear in the Owner drop down one gets when "Commenting" on  ticket.
>>
>> It appeared that the problem might have been due to the combination of
>>
>> 1) the fact that the AdminCc and Cc system groups had previously been 
>> granted the "own ticket" right; and
>>
>> 2) the fact that disabled users were  most likely still linked to 
>> Tickets as an AdminCC or Cc--
>>
>> and thus still potential "owners".
>>
>> However, the expected fix--globally revoking the "own ticket" right 
>> from AdminCc and CC--didn't work: the disabled users continue to 
>> appear in the Comment on Ticket "Owner" drop down as previously.
>>
>> Has anyone else encountered, or better, resolved this phenomenon?
> 
> Can you confirm that you're on 3.6.3 and that "Everybody" doesn't have 
> the "OwnTickets" right? I've just reread this section of code and I 
> don't see hwo this can be happening.
> 
> 
> ------------------------------------------------------------------------
> 
> !DSPAM:46781949114231804284693!


From edsaacea at gmail.com  Wed Jun 20 10:04:16 2007
From: edsaacea at gmail.com (Eduardo Jose Saavedra Cea)
Date: Wed, 20 Jun 2007 10:04:16 -0400
Subject: [rt-users] Problem whit approvals on resolve
Message-ID: <6f3c6d1c0706200704n421b3626o565180f86d005b92@mail.gmail.com>

Hello:

I want to use approvals on resolve, but It`s doesn`t work for me. Only on
create.
I follow the instructions in the ApprovalCreation manual. I create the
PO-Req queue and the scrip and template bellow:

===Create-Ticket: poreq
Subject: Approve purchase order for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: edsaacea
Content: Someone has created a purchase requisition.  Please review and
approve it, so they can spend some money.
ENDOFCONTENT

Description: Create PO Req approval
Condition: On Create
Action: Create Tickets
Template: Create Approval
Stage: TransactionCreate

It`s work Ok. When the ticket is created, RT create another ticket in the
___Approvals queue whith the link "Depends on".
In addition, the ticket appear like "(pending approval)" until the user
edsaaved enter and resolved the approval. At this moment the original ticket
is resolved or rejecte
d.
On the other hand, I tried to obtain the same behaviour on resolve changing
the scrip condition "On Create" to "On Resolve".
In this case, wthe ticket is created, RT create another ticket in the
___Approvals queue whith the link "Depends on" too, but the ticket doesn`t
appear like "(pending approval)" any more. Furthermore, the original ticket
always is resolved, even if I reject the approval.
I tried a lot of other things whitout success.
I understand the schema, but not the result.
I`m using rt-3.6.3 and suse 10.2.

Thanks you very much.
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From maristbrandi at gmail.com  Wed Jun 20 10:21:24 2007
From: maristbrandi at gmail.com (Brandi L)
Date: Wed, 20 Jun 2007 10:21:24 -0400
Subject: [rt-users] Adding an image, tables cut off
Message-ID: <a3a53f9f0706200721i4cd7cdeek4c1bea32c05efe1e@mail.gmail.com>

Hi everyone!

I have two issues here that I'm trying to solve.

FIrstly, I'm trying to add an image to the login page. Its just a logo,
nothing fancy, just for the look of the thing. Here is what I've done...

-First, I put the image in html/NoAuth/images

-To my RT_SiteConfig.pm file I've added the following code:
 Set( $WebImagesURL , $WebPath . "/NoAuth/images/");
 Set( $LoginImageURL, $WebImagesURL . "Helpdesk_Fox.gif");
 Set( $LoginAltText, "Help Desk Fox");

-Then, I added the following code to html/Elements/Login:
 <img src="<%$RT::LoginImageURL%>" alt="<% loc($RT::LoginAltText) %>" />

The image doesn't show up, though. All I get is the box with the x in it and
the LoginAltText. After I made the changes I stopped httpd, cleared the
mason cache, and started httpd again.


My other problem is the fact that in Internet Explorer (but not in Firefox)
the right side of my tables is getting cut off when using the
3.4-compatstylesheets (see screen print link below). Has anyone else
seen this
problem?
Screen print of cut off
tables<http://foxweb.marist.edu/users/kbr4b/screenPrint.png>


Does anyone have any suggestions? Help is, as always, greatly appreciated.

Thanks!

Regards,
Brandi L
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From bjoern.schulz at desy.de  Wed Jun 20 10:57:34 2007
From: bjoern.schulz at desy.de (Bjoern Schulz)
Date: Wed, 20 Jun 2007 16:57:34 +0200
Subject: [rt-users] Sort savedsearches
Message-ID: <4679405E.2000905@desy.de>

Hi!

One of my users would like to sort his savedsearches alphabetically.
I doesn't found a way to do that.
Any hints?

Greets,
   Bj?rn


From sebsua at gmail.com  Wed Jun 20 10:56:29 2007
From: sebsua at gmail.com (sebsua at gmail.com)
Date: Wed, 20 Jun 2007 11:56:29 -0300
Subject: [rt-users] FW: Ticket Report We Use
In-Reply-To: <7314881427FC8A4081673E8CEEA7924905D9B525@EXMIAMI01.compupay.com>
References: <001b01c77194$2045eae0$6400000a@corp.lantic.net>
	<7314881427FC8A4081673E8CEEA79249044E3584@EXMIAMI01.compupay.com>
	<7314881427FC8A4081673E8CEEA7924905D9B525@EXMIAMI01.compupay.com>
Message-ID: <1182351389.844.3.camel@dell-sebastian>

El Mar, 19-06-2007 a las 16:12 -0400, Helmuth Ramirez escribi?:
> Ok, here is the report we use, something simple that perhaps the
> community can build upon.

Helmuth, can you point us in the right direction on how to get this
report running on our RT?

Thx
Seb.-




From sebsua at gmail.com  Wed Jun 20 10:59:37 2007
From: sebsua at gmail.com (sebsua at gmail.com)
Date: Wed, 20 Jun 2007 11:59:37 -0300
Subject: [rt-users] Re: Tickets Assigned to Groups?
In-Reply-To: <1181158749.3940.7.camel@dell-sebastian>
References: <1181158749.3940.7.camel@dell-sebastian>
Message-ID: <1182351577.844.6.camel@dell-sebastian>

El Mi?, 06-06-2007 a las 16:39 -0300, sebsua at gmail.com escribi?:
> Hi,
> 
> Is there any trick to allow Tickets to be assigned to groups, not only
> to users?
> 
> Thx.
> Seb.-



From javoskam at uwaterloo.ca  Wed Jun 20 10:44:02 2007
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Wed, 20 Jun 2007 10:44:02 -0400
Subject: [rt-users] Adding an image, tables cut off
In-Reply-To: <a3a53f9f0706200721i4cd7cdeek4c1bea32c05efe1e@mail.gmail.com>
References: <a3a53f9f0706200721i4cd7cdeek4c1bea32c05efe1e@mail.gmail.com>
Message-ID: <46793D32.8070208@uwaterloo.ca>

Brandi L wrote:
> Hi everyone!
>  
> I have two issues here that I'm trying to solve.
...
>  My other problem is the fact that in Internet Explorer (but not in 
> Firefox) the right side of my tables is getting cut off when using the 
> 3.4-compat stylesheets (see screen print link below). Has anyone else 
> seen this problem?
> Screen print of cut off tables 
> <http://foxweb.marist.edu/users/kbr4b/screenPrint.png>
>  
>  
> Does anyone have any suggestions? Help is, as always, greatly appreciated.
>  
> Thanks!
>  
> Regards,
> Brandi L
Using IE7?  I suspect that it's CSS intended for IE5.X that's messing 
things up.  I have to straighten this up before we can go to 3.6 here.  
happens with the 3.5-default skin as well, but you also get messed-up 
"hide" buttons on each section.


Jeff Voskamp


From jarends at uiuc.edu  Wed Jun 20 10:47:28 2007
From: jarends at uiuc.edu (John Arends)
Date: Wed, 20 Jun 2007 09:47:28 -0500
Subject: [rt-users] Managing dependencies
Message-ID: <46793E00.80109@uiuc.edu>

How do people on this list manage the many, many dependencies that RT 
requires?

We're running RT on RHEL, and I'd like to use kickstart to be able to 
rebuild the server from scratch.

Installing the many required perl modules, and their associated 
dependencies does not appear easily scripted in an automated way with 
MCPAN.

What I have done is grab most of the perl modules as RPMs from Dag 
Wieers (http://dag.wieers.com/rpm/) and then building a few RPMs for the 
few cases where Dag did not have one.

This takes forever though, and seems like it eventually creates an 
unmaintainable mess.

Part of my concern is that I want to make sure we keep the same versions 
of all the modules around so I don't have to deal with compatibility 
problems every time someone changes something.

RT is a really great product, and I love it, but managing the 
installation is a huge pain, and it isn't something that I see discussed 
often. I need to have all this stuff packaged somehow for use in a 
production environment.


From gcecchi at peviani.it  Wed Jun 20 11:58:01 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Wed, 20 Jun 2007 17:58:01 +0200
Subject: R: [rt-users] Adding an image, tables cut off
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D73017C6548@MAILSERVER.pevianimail.local>

As a side question: how did you manage to have the Navigation Bar (Home,
Simple Search, Tickets, etc) placed vertically instead of the default
horizontal way?
>From the gui or tricking the code?
 
thanks 
gianluca
 



	 
	My other problem is the fact that in Internet Explorer (but not
in Firefox) the right side of my tables is getting cut off when using
the 3.4-compat stylesheets (see screen print link below). Has anyone
else seen this problem? 
	Screen print of cut off tables
<http://foxweb.marist.edu/users/kbr4b/screenPrint.png> 
	 

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From KFCrocker at lbl.gov  Wed Jun 20 12:52:41 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 20 Jun 2007 09:52:41 -0700
Subject: [rt-users] user names appearing in comments dropdown
In-Reply-To: <46792FE1.5070008@caset.buffalo.edu>
References: <20070614143658.4C3214D820C@diesel.bestpractical.com>
	<4676D967.7020409@caset.buffalo.edu>
	<784AFBD4-8261-4C60-9D57-460B4997F4C2@bestpractical.com>
	<46792FE1.5070008@caset.buffalo.edu>
Message-ID: <46795B59.1030506@lbl.gov>

Michael,


	How about "Privileged" users?


Kenn
LBNL

Michael Kukla wrote:
> Jesse,
> 
> Thanks for personally looking into this.
> 
> Anyway, we're running RT 3.4.5 and I've checked again: Everyone doesn't 
> have the "OwnTicket" right neither globally nor in any queue.
> 
> Mike Kukla
> CASet
> 645-6000 x1156
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~`
> 
> Need assistance?
> Always use our workorder system first:
> 
> http://www.caset.buffalo.edu/support
> 
> If someone is ill or on vacation, you'll get a
> more rapid reply.
> 
> 
> Jesse Vincent wrote:
>>
>> On Jun 18, 2007, at 3:13 PM, Michael Kukla wrote:
>>
>>> Jesse et al,
>>>
>>> Sorry to say, I again need write the list about something we  noticed 
>>> last week--namely, that the names of **disabled** users continue to 
>>> appear in the Owner drop down one gets when "Commenting" on  ticket.
>>>
>>> It appeared that the problem might have been due to the combination of
>>>
>>> 1) the fact that the AdminCc and Cc system groups had previously been 
>>> granted the "own ticket" right; and
>>>
>>> 2) the fact that disabled users were  most likely still linked to 
>>> Tickets as an AdminCC or Cc--
>>>
>>> and thus still potential "owners".
>>>
>>> However, the expected fix--globally revoking the "own ticket" right 
>>> from AdminCc and CC--didn't work: the disabled users continue to 
>>> appear in the Comment on Ticket "Owner" drop down as previously.
>>>
>>> Has anyone else encountered, or better, resolved this phenomenon?
>>
>> Can you confirm that you're on 3.6.3 and that "Everybody" doesn't have 
>> the "OwnTickets" right? I've just reread this section of code and I 
>> don't see hwo this can be happening.
>>
>>
>> ------------------------------------------------------------------------
>>
>> !DSPAM:46781949114231804284693!
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From BrianBuchanan at interfast.ca  Wed Jun 20 13:33:58 2007
From: BrianBuchanan at interfast.ca (Brian Buchanan)
Date: Wed, 20 Jun 2007 13:33:58 -0400
Subject: [rt-users] Ticket links use localhost in url?
Message-ID: <WorldClient-F200706201333.AA33581480@interfast.ca>


*I solved this as I was writing it but I'll explain my problem and my solution
anyway.

When I link two tickets, Depends, Depended, Parent, Child, Refers, Refers to,
the url's host is always localhost.  i.e.
http://localhost/Ticket/Display.html?id=xxxx

The actual site url is http://helpdesk.my.domain/

Everything else works, except for link links (link urls).

The solution was to add
Set($WebBaseURL , "http://helpdesk.my.domain:$WebPort");

to RT_SiteConfig.pm

I'm not sure how it was missed when RT was setup, but the Links was the only
place I found where it was a problem.

Brian




From KFCrocker at lbl.gov  Wed Jun 20 16:33:05 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 20 Jun 2007 13:33:05 -0700
Subject: [rt-users] AutoReply vs Notify
Message-ID: <46798F01.6040807@lbl.gov>

To all,


	I have just run into an interesting problem (for me anyway). We have 
several notification scrips, all of which specify the action "Notify 
Requestor" for such conditions as when the ticket status changes and a 
few others. In ALL cases, the E_mail gets sent to the requestor and is 
also recorded in the ticket history. All well and good. The scrip we use 
for ticket creation specifies "AutoReply to Requestor" and that, too, 
works as expected. In an effort to create a little consistency, I 
changed the action for the "on create" scrip from "AutoReply to 
Requestor" to "Notify Requestor". Goodness! You'd think I had cut the 
power to the Dow Jones Industrial. Nobody got any E-mails, anywhere and 
nothing was recorded into the ticket history when a ticket was created. 
This is a Global scrip so I guess I really messed up. I couldn't find 
any difference (relevent to the Requestor getting E_mail) in the 
description of the two actions in the RT Essentials book (again, I think 
this book REALLY NEEDS be re-written). So, my question is, "does anyone 
know why this change should make such a difference in the result?" I 
really thought the two were a bit redundant, but obviously not. help???

Kenn
LBNL


From gleduc at mail.sdsu.edu  Wed Jun 20 17:18:59 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 20 Jun 2007 14:18:59 -0700
Subject: [rt-users] AutoReply vs Notify
In-Reply-To: <46798F01.6040807@lbl.gov>
References: <46798F01.6040807@lbl.gov>
Message-ID: <6.2.1.2.2.20070620140910.02539ef0@mail.sdsu.edu>

Hi Kenn,

I found the following code Action::Notify and I think it explains why 
you're seeing this behavior.
     #Strip the sender out of the To, Cc and AdminCc and set the
     # recipients fields used to build the message by the superclass.
     # unless a flag is set
     if ($RT::NotifyActor) {
         @{ $self->{'To'} }  = @To;
         @{ $self->{'Cc'} }  = @Cc;
         @{ $self->{'Bcc'} } = @Bcc;
     }
     else {
         @{ $self->{'To'} }  = grep ( lc $_ ne lc $creator, @To );
         @{ $self->{'Cc'} }  = grep ( lc $_ ne lc $creator, @Cc );
         @{ $self->{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc );
     }

If $RT::NotifyActor is not set, then the creator of the transaction (and 
with a ticket creation transaction, this is the creator of the ticket) is 
removed from the To, CC, and Bcc lists.  If $RT::NotifyActor is set then 
the To, Cc, and Bcc lists are not modified.  I think I read somewhere that 
$RT::NotifyActor is set in the site config file.

Regards,
Gene

At 01:33 PM 6/20/2007, Kenneth Crocker wrote:
>To all,
>
>
>         I have just run into an interesting problem (for me anyway). We 
> have several notification scrips, all of which specify the action "Notify 
> Requestor" for such conditions as when the ticket status changes and a 
> few others. In ALL cases, the E_mail gets sent to the requestor and is 
> also recorded in the ticket history. All well and good. The scrip we use 
> for ticket creation specifies "AutoReply to Requestor" and that, too, 
> works as expected. In an effort to create a little consistency, I changed 
> the action for the "on create" scrip from "AutoReply to Requestor" to 
> "Notify Requestor". Goodness! You'd think I had cut the power to the Dow 
> Jones Industrial. Nobody got any E-mails, anywhere and nothing was 
> recorded into the ticket history when a ticket was created. This is a 
> Global scrip so I guess I really messed up. I couldn't find any 
> difference (relevent to the Requestor getting E_mail) in the description 
> of the two actions in the RT Essentials book (again, I think this book 
> REALLY NEEDS be re-written). So, my question is, "does anyone know why 
> this change should make such a difference in the result?" I really 
> thought the two were a bit redundant, but obviously not. help???
>
>Kenn
>LBNL
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
>copy at http://rtbook.bestpractical.com


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



From roger at computer-surgery.co.uk  Wed Jun 20 17:23:58 2007
From: roger at computer-surgery.co.uk (Roger Gammans)
Date: Wed, 20 Jun 2007 22:23:58 +0100
Subject: [rt-users] AutoReply vs Notify
In-Reply-To: <46798F01.6040807@lbl.gov>
References: <46798F01.6040807@lbl.gov>
Message-ID: <20070620212358.GA11334@computer-surgery.co.uk>

On Wed, Jun 20, 2007 at 01:33:05PM -0700, Kenneth Crocker wrote:
> also recorded in the ticket history. All well and good. The scrip we use 
> for ticket creation specifies "AutoReply to Requestor" and that, too, 
> works as expected. In an effort to create a little consistency, I 
> changed the action for the "on create" scrip from "AutoReply to 
> Requestor" to "Notify Requestor". Goodness! You'd think I had cut the 
>[snip]
> know why this change should make such a difference in the result?" I 
> really thought the two were a bit redundant, but obviously not. help???

Hmm. 
This explains stuff I've seen recently.

ahh, yup , after RTFSource  I can see the difference is that
the Notify action suppresses sending and email to the creator
of the tranasaction, where as AutoReply doesn't.

At least I think thats it..
	`
TTFN
-- 
Roger. 	                        Home| http://www.sandman.uklinux.net/
Master of Peng Shui.      (Ancient oriental art of Penguin Arranging)
Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/
 New key Fpr: 72AF 0ACC 9A53 E59F B1B6  DC14 1983 A13E 5C3D 3CEB 
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From cervin at intelenet.net  Wed Jun 20 20:29:23 2007
From: cervin at intelenet.net (Chance Ervin)
Date: Wed, 20 Jun 2007 17:29:23 -0700
Subject: [rt-users] Assigning owner on inbound email
Message-ID: <9C104AD2CBB9CD419C8B1C11A294BB1ADD6E8C@webmail.intelenet.net>

MTA: sendmail

 

I have configured the aliases file so that emails sent to a certain
address are automatically placed in the proper queue. I used the
following:

 

rt-requisitions: "|/opt/rt3/bin/rt-mailgate --queue 'Purchase
Requisitions' --action correspond --url https://helpdesk.intelenet.net/"

 

What I would like to do is assign the owner as well based on this
address. I have not been able to find a way to do this with the examples
in the RT Essentials book or the Wiki.

 

If this is possible, could someone point me in the right direction?

 

Thank you.

 

 

Chance Ervin

Level II Support & IT Manager

Intelenet Communications

 

NOC 949 784-7911

support at intelenet.net

 

=================

----This message and any files or text attached to it are intended only
for the recipients named above, and contain information that may be
confidential or privileged. If you are not an intended recipient, you
must not read, copy, use or disclose this communication. Please also
notify the sender by replying to this message, and then delete all
copies of it from your system. Thank you.

 

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From cervin at intelenet.net  Wed Jun 20 21:18:21 2007
From: cervin at intelenet.net (Chance Ervin)
Date: Wed, 20 Jun 2007 18:18:21 -0700
Subject: [rt-users] Assigning owner on inbound email
In-Reply-To: <9C104AD2CBB9CD419C8B1C11A294BB1ADD6E8C@webmail.intelenet.net>
References: <9C104AD2CBB9CD419C8B1C11A294BB1ADD6E8C@webmail.intelenet.net>
Message-ID: <9C104AD2CBB9CD419C8B1C11A294BB1ADD6E95@webmail.intelenet.net>

Looks like this is done with Scrips and not with the mailgate.

 

Thank you.

 

Chance Ervin

Level II Support & IT Manager

Intelenet Communications

 

NOC 949 784-7911

support at intelenet.net

 

=================

----This message and any files or text attached to it are intended only
for the recipients named above, and contain information that may be
confidential or privileged. If you are not an intended recipient, you
must not read, copy, use or disclose this communication. Please also
notify the sender by replying to this message, and then delete all
copies of it from your system. Thank you.

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chance
Ervin
Sent: Wednesday, June 20, 2007 5:29 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Assigning owner on inbound email

 

MTA: sendmail

 

I have configured the aliases file so that emails sent to a certain
address are automatically placed in the proper queue. I used the
following:

 

rt-requisitions: "|/opt/rt3/bin/rt-mailgate --queue 'Purchase
Requisitions' --action correspond --url https://helpdesk.intelenet.net/"

 

What I would like to do is assign the owner as well based on this
address. I have not been able to find a way to do this with the examples
in the RT Essentials book or the Wiki.

 

If this is possible, could someone point me in the right direction?

 

Thank you.

 

 

Chance Ervin

Level II Support & IT Manager

Intelenet Communications

 

NOC 949 784-7911

support at intelenet.net

 

=================

----This message and any files or text attached to it are intended only
for the recipients named above, and contain information that may be
confidential or privileged. If you are not an intended recipient, you
must not read, copy, use or disclose this communication. Please also
notify the sender by replying to this message, and then delete all
copies of it from your system. Thank you.

 

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From nico at sonycom.com  Thu Jun 21 03:08:02 2007
From: nico at sonycom.com (Nico De Ranter)
Date: Thu, 21 Jun 2007 09:08:02 +0200
Subject: [rt-users] Sending mails to admin when a new ticket is created
Message-ID: <1182409682.26690.37.camel@devil.sonytel.be>


Hi,

Is there a way to have RT send a e-mail whenever a new ticket is
available in a queue?  I tried adding our 'sysadmin' group to the CC
watchers list of the queue but that doesn't seem to do what I expected.

Nico

(running RT 3.6.1-4 on Debian Etch)

-- 
Nico De Ranter <nico at sonycom.com>



From roger at computer-surgery.co.uk  Thu Jun 21 04:43:24 2007
From: roger at computer-surgery.co.uk (Roger Gammans)
Date: Thu, 21 Jun 2007 09:43:24 +0100
Subject: [rt-users] Sending mails to admin when a new ticket is created
In-Reply-To: <1182409682.26690.37.camel@devil.sonytel.be>
References: <1182409682.26690.37.camel@devil.sonytel.be>
Message-ID: <20070621084324.GA2891@computer-surgery.co.uk>

On Thu, Jun 21, 2007 at 09:08:02AM +0200, Nico De Ranter wrote:
> 
> Hi,
> 
> Is there a way to have RT send a e-mail whenever a new ticket is
> available in a queue?  I tried adding our 'sysadmin' group to the CC
> watchers list of the queue but that doesn't seem to do what I expected.

I'm pretty sure OnCreate Notify only goes to teh AdminCc:s by default.

You can add either add the group as an admincc: , or add an extra script
to the quue to send alert to the cc as well.

TTFN
-- 
Roger. 	                        Home| http://www.sandman.uklinux.net/
Master of Peng Shui.      (Ancient oriental art of Penguin Arranging)
Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/
 New key Fpr: 72AF 0ACC 9A53 E59F B1B6  DC14 1983 A13E 5C3D 3CEB 
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From j0ey at j0ey.de  Thu Jun 21 05:58:14 2007
From: j0ey at j0ey.de (joey)
Date: Thu, 21 Jun 2007 11:58:14 +0200
Subject: [rt-users] LastUpdated should be ignored by ModifyDates
In-Reply-To: <467264F0.7030909@j0ey.de>
References: <467264F0.7030909@j0ey.de>
Message-ID: <467A4BB6.9050902@j0ey.de>

Hey,

noone around having an idea? :/

joey wrote:
> I tried around alot, but i can't get it to work. I need the
> LastUpdated-field not to be changed when someone changes the Due-Date of
> a ticket.
> 
> This is what i acutally want to set-up:
> A tool (rt-crontool for ex.) that searches tickets that has not been
> modified since a given period of time. Modified means neither a comment
> nor a correspondence. Modifying the Due-Date, Priority or whatever
> should be ignored.


From theillien at yahoo.com  Thu Jun 21 06:14:19 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 21 Jun 2007 06:14:19 -0400
Subject: [rt-users] LastUpdated should be ignored by ModifyDates
In-Reply-To: <467A4BB6.9050902@j0ey.de>
References: <467264F0.7030909@j0ey.de> <467A4BB6.9050902@j0ey.de>
Message-ID: <467A4F7B.2080704@yahoo.com>

joey wrote:
> Hey,
> 
> noone around having an idea? :/
> 
> joey wrote:
>> I tried around alot, but i can't get it to work. I need the
>> LastUpdated-field not to be changed when someone changes the Due-Date of
>> a ticket.
>>
>> This is what i acutally want to set-up:
>> A tool (rt-crontool for ex.) that searches tickets that has not been
>> modified since a given period of time. Modified means neither a comment
>> nor a correspondence. Modifying the Due-Date, Priority or whatever
>> should be ignored.
>
>

We use a patch suppled by a user that, after applied, prevents the Last Updated
time to change.  It applies the change to EscalatePriority.pm but I would
imagine all you'd have to do is alter the other necessary subs in other files:

sub Commit {
     my $self = shift;
-   my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});
+   my ($val, $msg) = $self->TicketObj->__Set(Field => 'Priority', Value =>
$self->{'prio'}, RecordTransaction => 0);


'RecordTransaction => 0' is what you want.

Mathew


From nico at sonycom.com  Thu Jun 21 07:00:39 2007
From: nico at sonycom.com (Nico De Ranter)
Date: Thu, 21 Jun 2007 13:00:39 +0200
Subject: [rt-users] Sending mails to admin when a new ticket is created
In-Reply-To: <20070621084324.GA2891@computer-surgery.co.uk>
References: <1182409682.26690.37.camel@devil.sonytel.be>
	<20070621084324.GA2891@computer-surgery.co.uk>
Message-ID: <1182423639.26690.47.camel@devil.sonytel.be>


On Thu, 2007-06-21 at 09:43 +0100, Roger Gammans wrote:
> On Thu, Jun 21, 2007 at 09:08:02AM +0200, Nico De Ranter wrote:
> > 
> > Hi,
> > 
> > Is there a way to have RT send a e-mail whenever a new ticket is
> > available in a queue?  I tried adding our 'sysadmin' group to the CC
> > watchers list of the queue but that doesn't seem to do what I expected.
> 
> I'm pretty sure OnCreate Notify only goes to teh AdminCc:s by default.
> 
> You can add either add the group as an admincc: , or add an extra script
> to the quue to send alert to the cc as well.

Doh! Thanks, I'll that

Nico



From epeterson at edc.org  Thu Jun 21 07:44:20 2007
From: epeterson at edc.org (Erik Peterson)
Date: Thu, 21 Jun 2007 07:44:20 -0400
Subject: [rt-users] Assigning owner on inbound email
In-Reply-To: <9C104AD2CBB9CD419C8B1C11A294BB1ADD6E95@webmail.intelenet.net>
References: <9C104AD2CBB9CD419C8B1C11A294BB1ADD6E8C@webmail.intelenet.net>
	<9C104AD2CBB9CD419C8B1C11A294BB1ADD6E95@webmail.intelenet.net>
Message-ID: <35589DD47219F14BBFE1446979A831B409E60252@athena.ad.edc.org>

I have a scrip that does just this.  We have the two addresses: help and
dc_help pointing to the same queue, but dc_help should be assigned to
one person in particular.

 

The Condition is "On Create" and the Action is "User Defined" with a
global template of "Blank". 

The custom action preparation code is: "1;" and the custom action
cleanup code is: 

 

my $header = 'To';

if ($self->TransactionObj->Attachments->First->GetHeader($header) =~
/dc_help/) {

                $self->TicketObj->SetOwner(7602);

}

1;

 

Hope that's helpful.

 

_Erik

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chance
Ervin
Sent: Wednesday, June 20, 2007 9:18 PM
To: Chance Ervin; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Assigning owner on inbound email

 

Looks like this is done with Scrips and not with the mailgate.

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chance
Ervin
Sent: Wednesday, June 20, 2007 5:29 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Assigning owner on inbound email

 

MTA: sendmail

 

I have configured the aliases file so that emails sent to a certain
address are automatically placed in the proper queue. I used the
following:

 

rt-requisitions: "|/opt/rt3/bin/rt-mailgate --queue 'Purchase
Requisitions' --action correspond --url https://helpdesk.intelenet.net/"

 

What I would like to do is assign the owner as well based on this
address. I have not been able to find a way to do this with the examples
in the RT Essentials book or the Wiki.

 

If this is possible, could someone point me in the right direction?

 

Thank you.

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From j0ey at j0ey.de  Thu Jun 21 07:55:44 2007
From: j0ey at j0ey.de (joey)
Date: Thu, 21 Jun 2007 13:55:44 +0200
Subject: [rt-users] LastUpdated should be ignored by ModifyDates
In-Reply-To: <467A4F7B.2080704@yahoo.com>
References: <467264F0.7030909@j0ey.de> <467A4BB6.9050902@j0ey.de>
	<467A4F7B.2080704@yahoo.com>
Message-ID: <467A6740.9070109@j0ey.de>

Hey,

just tried this:

modify: ./lib/RT/Interface/Web.pm line: 1482

change this:
$DateObj->Set(Format => 'unknown', Value  => $ARGSRef->{ $field . _Date'}

to this:
$DateObj->Set(Field => 'due', Format => 'unknown', Value  => $ARGSRef->{
$field . '_Date' }, RecordTransaction => 0);

Sadly its ignored and the LastUpdated-field will be still modified.


Mathew Snyder wrote:
> joey wrote:
>> Hey,
>>
>> noone around having an idea? :/
>>
>> joey wrote:
>>> I tried around alot, but i can't get it to work. I need the
>>> LastUpdated-field not to be changed when someone changes the Due-Date of
>>> a ticket.
>>>
>>> This is what i acutally want to set-up:
>>> A tool (rt-crontool for ex.) that searches tickets that has not been
>>> modified since a given period of time. Modified means neither a comment
>>> nor a correspondence. Modifying the Due-Date, Priority or whatever
>>> should be ignored.
>>
> 
> We use a patch suppled by a user that, after applied, prevents the Last Updated
> time to change.  It applies the change to EscalatePriority.pm but I would
> imagine all you'd have to do is alter the other necessary subs in other files:
> 
> sub Commit {
>      my $self = shift;
> -   my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});
> +   my ($val, $msg) = $self->TicketObj->__Set(Field => 'Priority', Value =>
> $self->{'prio'}, RecordTransaction => 0);
> 
> 
> 'RecordTransaction => 0' is what you want.
> 
> Mathew



From david.narayan at gmail.com  Thu Jun 21 08:23:14 2007
From: david.narayan at gmail.com (David Narayan)
Date: Thu, 21 Jun 2007 08:23:14 -0400
Subject: [rt-users] Integration with LANDesk
Message-ID: <806cdffb0706210523w59ed4939ya3285acb3fabbf53@mail.gmail.com>

Folks,

Has anyone tried to integrate RT with LANDesk (or perhaps another
commercial asset tracking system)?

I've looked at AT, but as a company we're somewhat beholden to LANDesk
for asset and inventory management -- so AT by itself isn't a workable
solution.

I'm looking for any pointers or suggestions in this direction.

Thanks,
-David


From sturner at MIT.EDU  Thu Jun 21 09:29:44 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 21 Jun 2007 09:29:44 -0400
Subject: [rt-users] AutoReply vs Notify
In-Reply-To: <20070620212358.GA11334@computer-surgery.co.uk>
References: <46798F01.6040807@lbl.gov>
	<20070620212358.GA11334@computer-surgery.co.uk>
Message-ID: <6.2.3.4.2.20070621092905.03df63a0@po14.mit.edu>

At Wednesday 6/20/2007 05:23 PM, Roger Gammans wrote:
>On Wed, Jun 20, 2007 at 01:33:05PM -0700, Kenneth Crocker wrote:
> > also recorded in the ticket history. All well and good. The scrip we use
> > for ticket creation specifies "AutoReply to Requestor" and that, too,
> > works as expected. In an effort to create a little consistency, I
> > changed the action for the "on create" scrip from "AutoReply to
> > Requestor" to "Notify Requestor". Goodness! You'd think I had cut the
> >[snip]
> > know why this change should make such a difference in the result?" I
> > really thought the two were a bit redundant, but obviously not. help???
>
>Hmm.
>This explains stuff I've seen recently.
>
>ahh, yup , after RTFSource  I can see the difference is that
>the Notify action suppresses sending and email to the creator
>of the tranasaction, where as AutoReply doesn't.
>
>At least I think thats it..
>         `

Yes, that's the intent -

Steve 



From jplatter at vortexit.net  Thu Jun 21 11:25:11 2007
From: jplatter at vortexit.net (Jeff Platter)
Date: Thu, 21 Jun 2007 11:25:11 -0400
Subject: [rt-users] Incoming mail stuck in MTA
Message-ID: <060d01c7b418$5dcbf190$1963d4b0$@net>

I'm using Postfix with a Cent OS install on my RT 3.6.3 box. I recently
setup a bunch of new queues and accidently had a typo on one of the queues
in the /etc/aliases file. I sent a test email to that queue and obviously it
errored out since no queue of that name existed. I fixed the problem in my
aliases file and all is well with the world except that I keep getting an
error in my maillog because the mail gate keeps trying to process this
message that can't be delivered to a queue that doesn't exist. 

 

Where can I find this message and delete it on the system?

 

Thanks,

-Jeff


-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean.

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From jmoseley at corp.xanadoo.com  Thu Jun 21 11:38:36 2007
From: jmoseley at corp.xanadoo.com (jmoseley at corp.xanadoo.com)
Date: Thu, 21 Jun 2007 10:38:36 -0500
Subject: [rt-users] Incoming mail stuck in MTA
In-Reply-To: <060d01c7b418$5dcbf190$1963d4b0$@net>
Message-ID: <OF4F21ADC5.8DD58C8C-ON86257301.00558FEC-86257301.0055CBDD@pgtv.com>

Those deferred messages should be in:

/var/spool/clientmqueue

Simply take a look at the files to make sure they are the emails in
question, then delete them.  In other odd cases, they may have ended up in
one of the directories under /var/spool/postfix - but those directories are
used for temporary processing of mail - ie, an email might appear in the
'bounce' directory, then gone in the next second.


James Moseley




                                                                           
             "Jeff Platter"                                                
             <jplatter at vortexi                                             
             t.net>                                                     To 
             Sent by:                  <rt-users at lists.bestpractical.com>  
             rt-users-bounces@                                          cc 
             lists.bestpractic                                             
             al.com                                                Subject 
                                       [rt-users] Incoming mail stuck in   
                                       MTA                                 
             06/21/2007 10:25                                              
             AM                                                            
                                                                           
                                                                           
                                                                           
                                                                           




I?m using Postfix with a Cent OS install on my RT 3.6.3 box. I recently
setup a bunch of new queues and accidently had a typo on one of the queues
in the /etc/aliases file. I sent a test email to that queue and obviously
it errored out since no queue of that name existed. I fixed the problem in
my aliases file and all is well with the world except that I keep getting
an error in my maillog because the mail gate keeps trying to process this
message that can?t be delivered to a queue that doesn?t exist.

Where can I find this message and delete it on the system?

Thanks,
-Jeff



--
This message has been scanned for viruses and
dangerous content by MailScanner, and is
believed to be clean. _______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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


From gcecchi at peviani.it  Thu Jun 21 11:40:09 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Thu, 21 Jun 2007 17:40:09 +0200
Subject: R: [rt-users] Incoming mail stuck in MTA
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D73017C65B1@MAILSERVER.pevianimail.local>

I think you should check your /var/spool/mqueue directory.
for every mail not already sent you should find a qf* file and a df* one.
one for the contents/data of the e-mail (df) and one for the information pertinent with the e-mail delivery itself (qf).
checking them you could delete the e-mail files you need to.
See also
 
http://www.unet.univie.ac.at/aix/aixbman/commadmn/ml_queue.htm
 
HIH,
Gianluca


________________________________

	Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Jeff Platter
	Inviato: gioved? 21 giugno 2007 17.25
	A: rt-users at lists.bestpractical.com
	Oggetto: [rt-users] Incoming mail stuck in MTA
	
	

	I'm using Postfix with a Cent OS install on my RT 3.6.3 box. I recently setup a bunch of new queues and accidently had a typo on one of the queues in the /etc/aliases file. I sent a test email to that queue and obviously it errored out since no queue of that name existed. I fixed the problem in my aliases file and all is well with the world except that I keep getting an error in my maillog because the mail gate keeps trying to process this message that can't be delivered to a queue that doesn't exist. 

	 

	Where can I find this message and delete it on the system?

	 

	Thanks,

	-Jeff


	-- 
	This message has been scanned for viruses and 
	dangerous content by MailScanner <http://www.mailscanner.info/> , and is 
	believed to be clean. 

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From gcecchi at peviani.it  Thu Jun 21 11:42:06 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Thu, 21 Jun 2007 17:42:06 +0200
Subject: R: [rt-users] Incoming mail stuck in MTA
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D73017C65B2@MAILSERVER.pevianimail.local>

opss.. I didn't read that you are using postfix....
Don't know if the same applies for it.
 
Sorry for the bandwith waste...


________________________________

	Da: Gianluca Cecchi 
	Inviato: gioved? 21 giugno 2007 17.40
	A: 'rt-users at lists.bestpractical.com'
	Oggetto: R: [rt-users] Incoming mail stuck in MTA
	
	
	I think you should check your /var/spool/mqueue directory.
	for every mail not already sent you should find a qf* file and a df* one.
	one for the contents/data of the e-mail (df) and one for the information pertinent with the e-mail delivery itself (qf).
	checking them you could delete the e-mail files you need to.
	See also
	 
	http://www.unet.univie.ac.at/aix/aixbman/commadmn/ml_queue.htm
	 
	HIH,
	Gianluca


________________________________

		Da: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Per conto di Jeff Platter
		Inviato: gioved? 21 giugno 2007 17.25
		A: rt-users at lists.bestpractical.com
		Oggetto: [rt-users] Incoming mail stuck in MTA
		
		

		I'm using Postfix with a Cent OS install on my RT 3.6.3 box. I recently setup a bunch of new queues and accidently had a typo on one of the queues in the /etc/aliases file. I sent a test email to that queue and obviously it errored out since no queue of that name existed. I fixed the problem in my aliases file and all is well with the world except that I keep getting an error in my maillog because the mail gate keeps trying to process this message that can't be delivered to a queue that doesn't exist. 

		 

		Where can I find this message and delete it on the system?

		 

		Thanks,

		-Jeff


		-- 
		This message has been scanned for viruses and 
		dangerous content by MailScanner <http://www.mailscanner.info/> , and is 
		believed to be clean. 

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From Jacob at buschs.com  Thu Jun 21 11:38:55 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Thu, 21 Jun 2007 11:38:55 -0400
Subject: [rt-users] Incoming mail stuck in MTA
In-Reply-To: <060d01c7b418$5dcbf190$1963d4b0$@net>
Message-ID: <B2E89743C79B364482E6AE35414E516201EABF96@mail.buschs.net>

If you use mailq to get the Queue ID of the message, you can do
postsuper -d QueueID to remove the message from the queue.  man
postsuper, and take a look at the -d flag for examples.
 
-- 
Jacob Helwig
PC Technician
Busch's Help Desk
Desk: x35221
Direct: 734-214-8221
 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff
Platter
Sent: Thursday, June 21, 2007 11:25 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Incoming mail stuck in MTA



I'm using Postfix with a Cent OS install on my RT 3.6.3 box. I recently
setup a bunch of new queues and accidently had a typo on one of the
queues in the /etc/aliases file. I sent a test email to that queue and
obviously it errored out since no queue of that name existed. I fixed
the problem in my aliases file and all is well with the world except
that I keep getting an error in my maillog because the mail gate keeps
trying to process this message that can't be delivered to a queue that
doesn't exist. 

 

Where can I find this message and delete it on the system?

 

Thanks,

-Jeff


-- 
This message has been scanned for viruses and 
dangerous content by MailScanner <http://www.mailscanner.info/> , and is

believed to be clean. 
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From Keith.Hochberg at mtvn.com  Thu Jun 21 11:43:17 2007
From: Keith.Hochberg at mtvn.com (Hochberg, Keith)
Date: Thu, 21 Jun 2007 11:43:17 -0400
Subject: [rt-users] Incoming mail stuck in MTA
In-Reply-To: <060d01c7b418$5dcbf190$1963d4b0$@net>
References: <060d01c7b418$5dcbf190$1963d4b0$@net>
Message-ID: <80A899EA6A9F1B42B5DACE67A56EF61A72F95F@WISECRACK.mtvn.ad.viacom.com>

You can run mailq and see if there's a queue_ID for that email (assuming
it's stuck in postfix).  Delete it with the following command:
 
postsuper -d <queue_ID>

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff
Platter
Sent: Thursday, June 21, 2007 11:25 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Incoming mail stuck in MTA



I'm using Postfix with a Cent OS install on my RT 3.6.3 box. I recently
setup a bunch of new queues and accidently had a typo on one of the
queues in the /etc/aliases file. I sent a test email to that queue and
obviously it errored out since no queue of that name existed. I fixed
the problem in my aliases file and all is well with the world except
that I keep getting an error in my maillog because the mail gate keeps
trying to process this message that can't be delivered to a queue that
doesn't exist. 

 

Where can I find this message and delete it on the system?

 

Thanks,

-Jeff


-- 
This message has been scanned for viruses and 
dangerous content by MailScanner <http://www.mailscanner.info/> , and is

believed to be clean. 



This email (including any attachments) is for its intended-recipient's
use only. This email may contain information that is confidential or
privileged.  If you received this email in error, please immediately
advise the sender by replying to this email and then delete this message
from your system.  For further information and disclaimers that apply to
this email, see [http://www.viacom.com/email_disclaimer.jhtml].
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From HelmuthRamirez at compupay.com  Thu Jun 21 12:17:25 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Thu, 21 Jun 2007 12:17:25 -0400
Subject: [rt-users] FW: Ticket Report We Use
Message-ID: <7314881427FC8A4081673E8CEEA79249044E3D85@EXMIAMI01.compupay.com>

Hi everyone, here is what I was told by the person who created the report, I hope this helps:


In crystal, they have to go to Database>Set Location, click on each of the tables then "set location" and find the database/table.  This remaps the tables to their database and they should be able to run the report.

 
 
 
Nick Del Carpio
CompuPay
IT HelpDesk
3450 Lakeside Dr.
Suite 400
Miramar, FL 33027
954-874-4888



-----Original Message-----
From: sebsua at gmail.com
To: Helmuth Ramirez
CC: kelly.terry.jones at gmail.com; rt-users at bestpractical.com; Jesse Vincent
Sent: Wed Jun 20 09:56:29 2007
Subject: Re: [rt-users] FW: Ticket Report We Use

El Mar, 19-06-2007 a las 16:12 -0400, Helmuth Ramirez escribi?:
> Ok, here is the report we use, something simple that perhaps the
> community can build upon.

Helmuth, can you point us in the right direction on how to get this
report running on our RT?

Thx
Seb.-




--------------------------------------------------------------------
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From KFCrocker at lbl.gov  Thu Jun 21 12:50:10 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 21 Jun 2007 09:50:10 -0700
Subject: [rt-users] AutoReply vs Notify
In-Reply-To: <6.2.3.4.2.20070621092905.03df63a0@po14.mit.edu>
References: <46798F01.6040807@lbl.gov>
	<20070620212358.GA11334@computer-surgery.co.uk>
	<6.2.3.4.2.20070621092905.03df63a0@po14.mit.edu>
Message-ID: <467AAC42.7050302@lbl.gov>

Stephen, Gene, & Roger,


	Thanks. I suspected that something like that was the case, but couldn't 
find any documentation on it in RT Essentials and wanted to be sure.

Kenn
LBNL

Stephen Turner wrote:
> At Wednesday 6/20/2007 05:23 PM, Roger Gammans wrote:
>> On Wed, Jun 20, 2007 at 01:33:05PM -0700, Kenneth Crocker wrote:
>> > also recorded in the ticket history. All well and good. The scrip we 
>> use
>> > for ticket creation specifies "AutoReply to Requestor" and that, too,
>> > works as expected. In an effort to create a little consistency, I
>> > changed the action for the "on create" scrip from "AutoReply to
>> > Requestor" to "Notify Requestor". Goodness! You'd think I had cut the
>> >[snip]
>> > know why this change should make such a difference in the result?" I
>> > really thought the two were a bit redundant, but obviously not. help???
>>
>> Hmm.
>> This explains stuff I've seen recently.
>>
>> ahh, yup , after RTFSource  I can see the difference is that
>> the Notify action suppresses sending and email to the creator
>> of the tranasaction, where as AutoReply doesn't.
>>
>> At least I think thats it..
>>         `
> 
> Yes, that's the intent -
> 
> Steve


From KFCrocker at lbl.gov  Thu Jun 21 13:02:57 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 21 Jun 2007 10:02:57 -0700
Subject: [rt-users] Self-service ticket creation
Message-ID: <467AAF41.6080707@lbl.gov>

To all,


	We use self-service for those who just want to send in a note and get a 
ticket created (they have the address of the queue). We do not have any 
forms for them to fill out and send in with other ticket information. We 
would like to do that; have a format for them to send with all pertinent 
data. How is this done? Do you have them send the E_mail with an 
attachement or have the body formated with reserved words followed by 
the corresponding data or what? Thanks.


Kenn
LBNL


From gleduc at mail.sdsu.edu  Thu Jun 21 13:17:37 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 21 Jun 2007 10:17:37 -0700
Subject: [rt-users] Self-service ticket creation
In-Reply-To: <467AAF41.6080707@lbl.gov>
References: <467AAF41.6080707@lbl.gov>
Message-ID: <6.2.1.2.2.20070621101208.02456ba0@mail.sdsu.edu>

The only way for general users to generate tickets in our system is via 
e-mail.  We have some web forms that feed to a php script that does some 
error checking and then sends a formatted e-mail to rt.  Works very nicely 
for us and makes extracting CFs a snap.  We send the users a link back via 
autoreply so they can monitor their tickets, but that's all they can do.

At 10:02 AM 6/21/2007, Kenneth Crocker wrote:
>To all,
>
>
>         We use self-service for those who just want to send in a note and 
> get a ticket created (they have the address of the queue). We do not have 
> any forms for them to fill out and send in with other ticket information. 
> We would like to do that; have a format for them to send with all 
> pertinent data. How is this done? Do you have them send the E_mail with 
> an attachement or have the body formated with reserved words followed by 
> the corresponding data or what? 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


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



From sturner at MIT.EDU  Thu Jun 21 13:55:49 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 21 Jun 2007 13:55:49 -0400
Subject: [rt-users] Self-service ticket creation
In-Reply-To: <467AAF41.6080707@lbl.gov>
References: <467AAF41.6080707@lbl.gov>
Message-ID: <6.2.3.4.2.20070621135423.03de4798@po14.mit.edu>

At Thursday 6/21/2007 01:02 PM, Kenneth Crocker wrote:
>To all,
>
>
>         We use self-service for those who just want to send in a 
> note and get a ticket created (they have the address of the queue). 
> We do not have any forms for them to fill out and send in with 
> other ticket information. We would like to do that; have a format 
> for them to send with all pertinent data. How is this done? Do you 
> have them send the E_mail with an attachement or have the body 
> formated with reserved words followed by the corresponding data or 
> what? Thanks.
>
>Kenn
>LBNL

Kenn,

Several of our queue owners user web forms that send email to RT. We 
use Dirk Pape's Extract Custom Fields contribution (see the wiki) to 
pull custom field values from the email.

Steve 



From KFCrocker at lbl.gov  Thu Jun 21 14:29:51 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 21 Jun 2007 11:29:51 -0700
Subject: [rt-users] Self-service ticket creation
In-Reply-To: <20070621181456.GC23393@msoe.edu>
References: <467AAF41.6080707@lbl.gov> <20070621181456.GC23393@msoe.edu>
Message-ID: <467AC39F.6030903@lbl.gov>

detert,


	We have that as well, it's just that some of our user's just want to 
send E_mail, period. So, we'll have to come up with something. Thanks.


Kenn
LBNL

detertj at msoe.edu wrote:
> * Kenneth Crocker <KFCrocker at lbl.gov> [070621 12:03]:
>> To all,
>>
>>
>> 	We use self-service for those who just want to send in a note and 
>> 	get a ticket created (they have the address of the queue). We do not have 
>> any forms for them to fill out and send in with other ticket information. 
>> We would like to do that; have a format for them to send with all pertinent 
>> data. How is this done? Do you have them send the E_mail with an 
>> attachement or have the body formated with reserved words followed by 
>> the corresponding data or what? Thanks.
> 
> We use the LDAP-Overlay, and just let our end lusers login to RT.  From
> there, they can create a ticket, view their own tickets, or close their
> own tickets.  That's it.
> 
> With the LDAP-overlay, we don't need to create them accounts.  They just
> login, and they're set.
> 
> - Jon
> 
> 


From KFCrocker at lbl.gov  Thu Jun 21 14:32:43 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 21 Jun 2007 11:32:43 -0700
Subject: [rt-users] Self-service ticket creation
In-Reply-To: <6.2.1.2.2.20070621101208.02456ba0@mail.sdsu.edu>
References: <467AAF41.6080707@lbl.gov>
	<6.2.1.2.2.20070621101208.02456ba0@mail.sdsu.edu>
Message-ID: <467AC44B.70101@lbl.gov>

Gene,


	Thanks for your reply. I'm going to forward your response to our 
web-interface guy and we'll go from there. If you have any other details 
that might keep us from re-inventing a wheel, please pass them on. Your 
suggestions have always been helpful anyway. Thanks again.

Kenn
LBNL

Gene LeDuc wrote:
> The only way for general users to generate tickets in our system is via 
> e-mail.  We have some web forms that feed to a php script that does some 
> error checking and then sends a formatted e-mail to rt.  Works very 
> nicely for us and makes extracting CFs a snap.  We send the users a link 
> back via autoreply so they can monitor their tickets, but that's all 
> they can do.
> 
> At 10:02 AM 6/21/2007, Kenneth Crocker wrote:
>> To all,
>>
>>
>>         We use self-service for those who just want to send in a note 
>> and get a ticket created (they have the address of the queue). We do 
>> not have any forms for them to fill out and send in with other ticket 
>> information. We would like to do that; have a format for them to send 
>> with all pertinent data. How is this done? Do you have them send the 
>> E_mail with an attachement or have the body formated with reserved 
>> words followed by the corresponding data or what? 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 KFCrocker at lbl.gov  Thu Jun 21 14:33:46 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 21 Jun 2007 11:33:46 -0700
Subject: [rt-users] Self-service ticket creation
In-Reply-To: <6.2.3.4.2.20070621135423.03de4798@po14.mit.edu>
References: <467AAF41.6080707@lbl.gov>
	<6.2.3.4.2.20070621135423.03de4798@po14.mit.edu>
Message-ID: <467AC48A.4060609@lbl.gov>

Stephen,


	Thanks for your reply. It looks like web forms will be the way to go. 
If you have any examples that will help. Thanks again.

Kenn
LBNL

Stephen Turner wrote:
> At Thursday 6/21/2007 01:02 PM, Kenneth Crocker wrote:
>> To all,
>>
>>
>>         We use self-service for those who just want to send in a note 
>> and get a ticket created (they have the address of the queue). We do 
>> not have any forms for them to fill out and send in with other ticket 
>> information. We would like to do that; have a format for them to send 
>> with all pertinent data. How is this done? Do you have them send the 
>> E_mail with an attachement or have the body formated with reserved 
>> words followed by the corresponding data or what? Thanks.
>>
>> Kenn
>> LBNL
> 
> Kenn,
> 
> Several of our queue owners user web forms that send email to RT. We use 
> Dirk Pape's Extract Custom Fields contribution (see the wiki) to pull 
> custom field values from the email.
> 
> Steve


From jra at baylink.com  Thu Jun 21 15:26:08 2007
From: jra at baylink.com (Jay R. Ashworth)
Date: Thu, 21 Jun 2007 15:26:08 -0400
Subject: [rt-users] Self-service ticket creation
In-Reply-To: <467AAF41.6080707@lbl.gov>
References: <467AAF41.6080707@lbl.gov>
Message-ID: <20070621192608.GE22085@cgi.jachomes.com>

On Thu, Jun 21, 2007 at 10:02:57AM -0700, Kenneth Crocker wrote:
>  We use self-service for those who just want to send in a note and
> get a ticket created (they have the address of the queue). We do not
> have any forms for them to fill out and send in with other ticket
> information. We would like to do that; have a format for them to send
> with all pertinent data. How is this done? Do you have them send the
> E_mail with an attachement or have the body formated with reserved
> words followed by the corresponding data or what? Thanks.

As others have noted, when this topic was raised in the past, the
solution proposed was indeed to create a custom webform, with as much
validation as you like, which fed the ticket into RT either by email or
by calling the commandline client (which may provide you a touch more
control, but I'm not sure).

I can understand why RT doesn't bundle this functionality; it's the
part most susceptible to local customs.

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


From ortsanfang at tuffmail.com  Thu Jun 21 16:04:32 2007
From: ortsanfang at tuffmail.com (Christian Felber)
Date: Thu, 21 Jun 2007 22:04:32 +0200
Subject: [rt-users] Custom Field value mandatory on resolve
Message-ID: <467AD9D0.8070602@tuffmail.com>

Hi!

Unfortunately Stan's question from April is still unanswered. Is there
no way to make a custom field mandatory on resolve?

The origin question was:

---

Hello again to everyone!

I have read the threads and found lots of opinions on how to make entering
Custom Field value mandatory upon ticket creation.
I'm interested however in a different feature.

Most of our tickets are created after users send us an e-mail.
We want our support engineers to choose a value for a Custom Field "Type of
Request" before resolving the ticket.
Using standard RT interface I couldn't implement such feature. Ticket would
get resolved even if Custom Field value is not defined (though I put
Mandatory validation for it).

Basically what I want is to disable ticket resolving unless a value for
Custom Field has been entered.

Anyone knows if this is possible without messing with RT core files?

Thanks,
Stan

PS: we're using RT 3.6.1 btw

---

Sorry, I have no idea how to reply to the corresponding message in the
list - without having the message as an e-mail.

Christian


From Sean.Edge at mtvnmix.com  Thu Jun 21 16:17:00 2007
From: Sean.Edge at mtvnmix.com (Edge, Sean)
Date: Thu, 21 Jun 2007 16:17:00 -0400
Subject: [rt-users] Custom Field value mandatory on resolve
In-Reply-To: <467AD9D0.8070602@tuffmail.com>
References: <467AD9D0.8070602@tuffmail.com>
Message-ID: <9DB5A62CCC96094EBA95F593C589CE1638B78A@LAZYTOWN.mtvn.ad.viacom.com>

Christian,
You can accomplish this using Scrips.  I shared a few Scrips about a
week ago which we have implemented, one of which dealt with an OnResolve
condition and two "mandatory" CustomFields.  Take a quick peek through
the list archives, if you can't find it you can contact me directly.

-Sean 


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christian
Felber
Sent: Thursday, June 21, 2007 4:05 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Field value mandatory on resolve

Hi!

Unfortunately Stan's question from April is still unanswered. Is there
no way to make a custom field mandatory on resolve?

The origin question was:

---

Hello again to everyone!

I have read the threads and found lots of opinions on how to make
entering Custom Field value mandatory upon ticket creation.
I'm interested however in a different feature.

Most of our tickets are created after users send us an e-mail.
We want our support engineers to choose a value for a Custom Field "Type
of Request" before resolving the ticket.
Using standard RT interface I couldn't implement such feature. Ticket
would get resolved even if Custom Field value is not defined (though I
put Mandatory validation for it).

Basically what I want is to disable ticket resolving unless a value for
Custom Field has been entered.

Anyone knows if this is possible without messing with RT core files?

Thanks,
Stan

PS: we're using RT 3.6.1 btw

---

Sorry, I have no idea how to reply to the corresponding message in the
list - without having the message as an e-mail.

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

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


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



This email (including any attachments) is for its intended-recipient's
use only. This email may contain information that is confidential or
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this email, see [http://www.viacom.com/email_disclaimer.jhtml].


From gleduc at mail.sdsu.edu  Thu Jun 21 16:18:58 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 21 Jun 2007 13:18:58 -0700
Subject: [rt-users] Custom Field value mandatory on resolve
In-Reply-To: <467AD9D0.8070602@tuffmail.com>
References: <467AD9D0.8070602@tuffmail.com>
Message-ID: <6.2.1.2.2.20070621130802.0247c880@mail.sdsu.edu>

Hi Christian,

You should be able to use a TransactionBatch scrip to check that the CF 
exists at the time the status changes to resolved.  If the CF is not 
acceptable, just have the scrip change the status back to the transaction's 
OldValue (maybe with transaction recording disabled so it doesn't trigger 
other scrips).  I'd use TransactionBatch instead of TransactionCreate so I 
don't miss a resolution that also includes setting the CF to an acceptable 
value.  This solution has nothing to do with the "Mandatory" setting for 
fields, it's just checks that a field has a value when a ticket is resolved.

Regards,
Gene

At 01:04 PM 6/21/2007, Christian Felber wrote:
>Hi!
>
>Unfortunately Stan's question from April is still unanswered. Is there
>no way to make a custom field mandatory on resolve?
>
>The origin question was:
>
>---
>
>Hello again to everyone!
>
>I have read the threads and found lots of opinions on how to make entering
>Custom Field value mandatory upon ticket creation.
>I'm interested however in a different feature.
>
>Most of our tickets are created after users send us an e-mail.
>We want our support engineers to choose a value for a Custom Field "Type of
>Request" before resolving the ticket.
>Using standard RT interface I couldn't implement such feature. Ticket would
>get resolved even if Custom Field value is not defined (though I put
>Mandatory validation for it).
>
>Basically what I want is to disable ticket resolving unless a value for
>Custom Field has been entered.
>
>Anyone knows if this is possible without messing with RT core files?
>
>Thanks,
>Stan
>
>PS: we're using RT 3.6.1 btw
>
>---
>
>Sorry, I have no idea how to reply to the corresponding message in the
>list - without having the message as an e-mail.
>
>Christian
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: 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 sgolby at freshdirect.com  Thu Jun 21 16:46:39 2007
From: sgolby at freshdirect.com (Scott Golby)
Date: Thu, 21 Jun 2007 16:46:39 -0400
Subject: [rt-users] Custom Field value mandatory on resolve
In-Reply-To: <467AD9D0.8070602@tuffmail.com>
Message-ID: <2D3D2157189440469065F42BBF3F9B3B01A2C62A@NYC1MS01.lic.corp.freshdirect.com>


> Unfortunately Stan's question from April is still unanswered. Is there
> no way to make a custom field mandatory on resolve?

Has anyone had the Mandatory option on Create work for them more than
50% of the time ?   I've set Mandatory on Custom Fields and had people
creating tickets all over the place without ever selecting anything, I
gave up on using them as they seemed to be very buggy.

We've had to direct our Privileged users to use SelfService to create
tickets as the menu on the top right will fail to save Custom Fields in
general (mandatory or not).  I suspect both issues are related,
something is a miss with the way Custom Fields go into the Database &
have Bug Report [fsck.com #8103] open since January on this.

We would definitely like to have mandatory fields on both create &
resolve.

- Scott



From ortsanfang at tuffmail.com  Thu Jun 21 17:05:04 2007
From: ortsanfang at tuffmail.com (Christian Felber)
Date: Thu, 21 Jun 2007 23:05:04 +0200
Subject: [rt-users] Custom Field value mandatory on resolve
In-Reply-To: <9DB5A62CCC96094EBA95F593C589CE1638B78A@LAZYTOWN.mtvn.ad.viacom.com>
References: <467AD9D0.8070602@tuffmail.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78A@LAZYTOWN.mtvn.ad.viacom.com>
Message-ID: <467AE800.6070403@tuffmail.com>

Hi Sean,

Thank you very much! The *result* is what I was looking for, but have
you figured out in the meantime how to ensure that the actions are
reflected in the results callback at the top? This would be perfect.

Christian

Edge, Sean schrieb am 21.06.2007 22:17:
> Christian,
> You can accomplish this using Scrips.  I shared a few Scrips about a
> week ago which we have implemented, one of which dealt with an OnResolve
> condition and two "mandatory" CustomFields.  Take a quick peek through
> the list archives, if you can't find it you can contact me directly.
> 
> -Sean 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christian
> Felber
> Sent: Thursday, June 21, 2007 4:05 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Custom Field value mandatory on resolve
> 
> Hi!
> 
> Unfortunately Stan's question from April is still unanswered. Is there
> no way to make a custom field mandatory on resolve?
> 
> The origin question was:
> 
> ---
> 
> Hello again to everyone!
> 
> I have read the threads and found lots of opinions on how to make
> entering Custom Field value mandatory upon ticket creation.
> I'm interested however in a different feature.
> 
> Most of our tickets are created after users send us an e-mail.
> We want our support engineers to choose a value for a Custom Field "Type
> of Request" before resolving the ticket.
> Using standard RT interface I couldn't implement such feature. Ticket
> would get resolved even if Custom Field value is not defined (though I
> put Mandatory validation for it).
> 
> Basically what I want is to disable ticket resolving unless a value for
> Custom Field has been entered.
> 
> Anyone knows if this is possible without messing with RT core files?
> 
> Thanks,
> Stan
> 
> PS: we're using RT 3.6.1 btw
> 
> ---
> 
> Sorry, I have no idea how to reply to the corresponding message in the
> list - without having the message as an e-mail.
> 
> Christian
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> This email (including any attachments) is for its intended-recipient's
> use only. This email may contain information that is confidential or
> privileged.  If you received this email in error, please immediately
> advise the sender by replying to this email and then delete this message
> from your system.  For further information and disclaimers that apply to
> this email, see [http://www.viacom.com/email_disclaimer.jhtml].


From klam at snap.com  Thu Jun 21 18:57:55 2007
From: klam at snap.com (Khai Lam)
Date: Thu, 21 Jun 2007 15:57:55 -0700
Subject: [rt-users] can't update custom fields and ticket comments at the
	same time.
Message-ID: <DF9B7BF3-3C37-4531-B892-24796B654424@snap.com>

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

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From sam.howard at officepcsupport.com  Thu Jun 21 20:30:47 2007
From: sam.howard at officepcsupport.com (Samuel P. Howard)
Date: Thu, 21 Jun 2007 18:30:47 -0600
Subject: [rt-users] Report for Tickets Resolved "Last Month"
Message-ID: <467B1837.3020007@OfficePCSupport.com>

Hi.

I know that RT can use some natural language description of dates, but I 
haven't found any combination that seems to work to give me a report of 
all tickets resolved "last month".

Ideally, it would be last month, the whole month, not 30 days ago (or 
else, we could really only run the report on 1 day of the month and get 
the report we need).

Any suggestions?

Thanks,
Sam


From theillien at yahoo.com  Thu Jun 21 23:31:21 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 21 Jun 2007 23:31:21 -0400
Subject: [rt-users] Report for Tickets Resolved "Last Month"
In-Reply-To: <467B1837.3020007@OfficePCSupport.com>
References: <467B1837.3020007@OfficePCSupport.com>
Message-ID: <467B4289.5000902@yahoo.com>

We have a script for just this purpose.  I'm working on commenting it better to
make more sense to other people that might use it so any changes can be done
with little confusion.  I also need to verify that it is ok with the powers that be.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Samuel P. Howard wrote:
> Hi.
> 
> I know that RT can use some natural language description of dates, but I
> haven't found any combination that seems to work to give me a report of
> all tickets resolved "last month".
> 
> Ideally, it would be last month, the whole month, not 30 days ago (or
> else, we could really only run the report on 1 day of the month and get
> the report we need).
> 
> Any suggestions?
> 
> Thanks,
> Sam
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 


From StakowskiM at prokom.pl  Fri Jun 22 03:39:17 2007
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Fri, 22 Jun 2007 09:39:17 +0200
Subject: [rt-users] RT queue name
Message-ID: <OF30A8AA19.505007D9-ONC1257302.00291F40-C1257302.00282DBC@prokom.pl>

                                Hello list,

                I would like to create some new queues in our RT. And I 
have a question concerning the format/limitations of a queue name :
1. Can queue name contain spaces ?
2. Can it contain local characters (for example existing  in Polish 
alphabet ?)
3 How long could be queue name string ?

                                I have looked for the answer among others 
in RT Essentials, but I have found only advice to avoid special characters 
in queue name. 

Best regards

Mariusz

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From StakowskiM at prokom.pl  Fri Jun 22 04:23:27 2007
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Fri, 22 Jun 2007 10:23:27 +0200
Subject: Odp: Re: [rt-users] RT queue name
In-Reply-To: <01c501c7b4a5$081780b0$ce01080a@pcchina>
Message-ID: <OF9339A25E.D456BD92-ONC1257302.002D2819-C1257302.002C38C4@prokom.pl>

                                        Well,

                I am not sure. An RT entry  in sedmail  aliases file seems 
to be like:
rt-mail: "|/opt/rt3/bin/rt-mailgate --queue 'Queue name' --action 
correspond --url http://my.rt.domain/".

As for e-mail address I agree - it must contain ASCII characters only with 
some exceptions imposed by RFC( I don't remember exact number)
but what about the queue name ? As it is in apostrophes, then at least 
spaces are allowed, I suppose. And what  about other more exotic 
characters ? 
 
Best regards 

Mariusz






"chenran" <chenran at bj.china.com>
2007-06-22 10:12
 
        Do:     <rt-users at lists.bestpractical.com>, "Mariusz Stakowski" 
<StakowskiM at prokom.pl>
        DW: 
        Temat:  Re: [rt-users] RT queue name

My RT needs sendmail to transfer mail to it.
So if I use special characters in queue names,
there will be problems in /etc/aliases.
----- Original Message ----- 
From: Mariusz Stakowski 
To: rt-users at lists.bestpractical.com 
Sent: Friday, June 22, 2007 3:39 PM
Subject: [rt-users] RT queue name


                                Hello list, 

                I would like to create some new queues in our RT. And I 
have a question concerning the format/limitations of a queue name : 
1. Can queue name contain spaces ? 
2. Can it contain local characters (for example existing  in Polish 
alphabet ?) 
3 How long could be queue name string ? 

                                I have looked for the answer among others 
in RT Essentials, but I have found only advice to avoid special characters 
in queue name.   

Best regards

Mariusz


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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From rnbrady at gmail.com  Fri Jun 22 04:25:56 2007
From: rnbrady at gmail.com (Richard Brady)
Date: Fri, 22 Jun 2007 09:25:56 +0100
Subject: [rt-users] Reducing noise in ticket history
Message-ID: <4d6de31b0706220125g1ecdbf2aj2dad82c8f1837ed5@mail.gmail.com>

Hi folks

Just installed RT for the first time, very nice piece of software.

My team does IT support and operates mostly via email, often messages end up
with several emails worth of history attached to the bottom, along with all
the email disclaimers and other noise.

   1. Is there any way of hiding this (perhaps like gmail does) in RT, so
   that each entry contains only the non-quoted part?
   2. Can history entries be expanded / collapsed?
   3. Is there any support for HTML email?

Regards,
Richard

-- 
Richard Brady
T: +44 (0)7771 623 348
E: rnbrady at gmail.com
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From ruz at bestpractical.com  Fri Jun 22 10:46:21 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 22 Jun 2007 18:46:21 +0400
Subject: [rt-users] LastUpdated should be ignored by ModifyDates
In-Reply-To: <467A4F7B.2080704@yahoo.com>
References: <467264F0.7030909@j0ey.de> <467A4BB6.9050902@j0ey.de>
	<467A4F7B.2080704@yahoo.com>
Message-ID: <589c94400706220746r146b0e6bpd8affc6fb09ae739@mail.gmail.com>

On 6/21/07, Mathew Snyder <theillien at yahoo.com> wrote:
> joey wrote:
> > Hey,
> >
> > noone around having an idea? :/
> >
> > joey wrote:
> >> I tried around alot, but i can't get it to work. I need the
> >> LastUpdated-field not to be changed when someone changes the Due-Date of
> >> a ticket.
> >>
> >> This is what i acutally want to set-up:
> >> A tool (rt-crontool for ex.) that searches tickets that has not been
> >> modified since a given period of time. Modified means neither a comment
> >> nor a correspondence. Modifying the Due-Date, Priority or whatever
> >> should be ignored.
> >
> >
>
> We use a patch suppled by a user that, after applied, prevents the Last Updated
> time to change.  It applies the change to EscalatePriority.pm but I would
> imagine all you'd have to do is alter the other necessary subs in other files:
>
> sub Commit {
>      my $self = shift;
> -   my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'});
> +   my ($val, $msg) = $self->TicketObj->__Set(Field => 'Priority', Value =>
> $self->{'prio'}, RecordTransaction => 0);
>
>
> 'RecordTransaction => 0' is what you want.
Mathew, method __Set is the lowest one in the group of setters. This
method just update a field, without writing transactions, ACL checks
or auto-updating LastUpdated and LastUpdatedBy fields. So in your
situation RecordTransaction argument is useless.

Joey, RecordTransaction argument is available in _Set method, but
anyway LastUpdated and LastUpdatedBy fields are auto-updated when you
use it, so the only way for is to use __Set method:
  $ticket_obj->__Set( Field => 'Due', Value => $due_obj->ISO );

However, I must warn you. This method doesn't write transactions, so
any scrip that triggers on  due change will skip this change as such
change doesn't exist for scrips.


>
> Mathew

-- 
Best regards, Ruslan.


From dando at email.it  Fri Jun 22 09:44:00 2007
From: dando at email.it (Dando - Email.it)
Date: Fri, 22 Jun 2007 15:44:00 +0200
Subject: [rt-users] Phantom Reminder
In-Reply-To: <460156E9.70508@uiuc.edu>
References: <460008B7.60409@uiuc.edu>	<E78D127B0AD8EC449ED416A5F8EE24C20215E2@SPARKY.nbutexas.com>	<46012F14.2050409@uiuc.edu>
	<460132C0.5080706@uwaterloo.ca> <460156E9.70508@uiuc.edu>
Message-ID: <467BD220.20902@email.it>

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?

Thanks
Daniele



From KFCrocker at lbl.gov  Fri Jun 22 12:31:35 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 22 Jun 2007 09:31:35 -0700
Subject: [rt-users] can't update custom fields and ticket comments at
	the	same time.
In-Reply-To: <DF9B7BF3-3C37-4531-B892-24796B654424@snap.com>
References: <DF9B7BF3-3C37-4531-B892-24796B654424@snap.com>
Message-ID: <467BF967.5050402@lbl.gov>

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 dmbeethe at fedex.com  Fri Jun 22 11:50:01 2007
From: dmbeethe at fedex.com (Don Beethe)
Date: Fri, 22 Jun 2007 10:50:01 -0500
Subject: [rt-users] Sendmail exited with status 17152
Message-ID: <CBFD49490FF183498C0C74C2317C7FE5087D349C@MEMEXCH06V.corp.ds.fedex.com>

Has anyone seen this error in the rt log? I have it happening for two
different users. It is usually followed by DBD::mysql:st execute failed:
MySQL server has gone away. 

I can't seem to track down what is causing this... 

I'm running rt3.6.3 on RedHat AS4.2 with mysql 5.0



From D.J.Rickard at brighton.ac.uk  Fri Jun 22 12:22:11 2007
From: D.J.Rickard at brighton.ac.uk (D.J.Rickard at brighton.ac.uk)
Date: Fri, 22 Jun 2007 17:22:11 +0100
Subject: [rt-users] Reducing noise in ticket history
In-Reply-To: <4d6de31b0706220125g1ecdbf2aj2dad82c8f1837ed5@mail.gmail.com>
References: <4d6de31b0706220125g1ecdbf2aj2dad82c8f1837ed5@mail.gmail.com>
Message-ID: <2EEEB63A86187C4B9E91870B0C66AB8802F826B6@EXCHANGE1.university.brighton.ac.uk>

I created a thread about this in April, suggesting the history could be
collapsed.  I think there was a feeling it could be done and was
desirable, but it would need someone with the time and ability to carry
it out.
 
http://lists.bestpractical.com/pipermail/rt-users/2007-April/045361.html

 Regards
David Rickard 

 

________________________________

From: Richard Brady [mailto:rnbrady at gmail.com] 
Sent: 22 June 2007 09:26
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Reducing noise in ticket history


Hi folks

Just installed RT for the first time, very nice piece of software.

My team does IT support and operates mostly via email, often messages
end up with several emails worth of history attached to the bottom,
along with all the email disclaimers and other noise. 


1.	Is there any way of hiding this (perhaps like gmail does) in RT,
so that each entry contains only the non-quoted part? 
	
2.	Can history entries be expanded / collapsed? 
3.	Is there any support for HTML email? 

Regards,
Richard

-- 
Richard Brady
T: +44 (0)7771 623 348
E: rnbrady at gmail.com 
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From ocraig at stillsecure.com  Fri Jun 22 13:06:07 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Fri, 22 Jun 2007 11:06:07 -0600
Subject: [rt-users] Report for Tickets Resolved "Last Month"
In-Reply-To: <467B1837.3020007@OfficePCSupport.com>
References: <467B1837.3020007@OfficePCSupport.com>
Message-ID: <1182531967.8673.20.camel@localhost.localdomain>

    I needed something similar for "<day of week> before last" so that I
could say "show me all tickets where ("resolved > Sunday before last"
and "resolved < last Sunday") to get at tickets resolved last week,
regardless of what day I ran the search. (My Mondays are not generally
conducive to quiet reflection on the previous week's activity. :-)

    I ended up hacking the necessary into Time::ParseDate, which is what
RT uses to parse out "natural language" dates. It was actually a pretty
simple change; the diff was about 15 lines. Dave Sharnoff (the package
author) was kind enough to accept a patch at some point so it's now part
of the stock Time::ParseDate. 

    Perhaps you could look at doing something similar: adding semantics
for "this month", "last month", and "next month" to return a date entity
corresponding to 00:00:01 on the 1st of the appropriate month?


	Cheers,
		Ole

On Thu, 2007-06-21 at 18:30 -0600, Samuel P. Howard wrote:
> Hi.
> 
> I know that RT can use some natural language description of dates, but I 
> haven't found any combination that seems to work to give me a report of 
> all tickets resolved "last month".
> 
> Ideally, it would be last month, the whole month, not 30 days ago (or 
> else, we could really only run the report on 1 day of the month and get 
> the report we need).
> 
> Any suggestions?
> 
> Thanks,
> Sam
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-- 
/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 hall at fas.sfu.ca  Fri Jun 22 13:28:31 2007
From: hall at fas.sfu.ca (Gary Hall)
Date: Fri, 22 Jun 2007 10:28:31 -0700
Subject: [rt-users] 3.6.3 strftime change breaks SendEmail.pm
Message-ID: <467C06BF.2030702@fas.sfu.ca>

I've upgraded from 3.6.1 to 3.6.3 and now RT cannot send email.

Here's the error message:

Prototype mismatch: sub RT::Action::SendEmail::strftime ($\@;$) vs 
none at /usr/lib/perl5/5.8.7/Exporter.pm line 65.
  at /usr/lib/perl5/5.8.7/x86_64-linux-thread-multi/POSIX.pm line 19
[Fri Jun 22 17:24:54 2007] [error]: Scrip Commit 23 died. - Usage: 
POSIX::strftime(fmt, sec, min, hour, mday, mon, year, wday = -1, yday 
= -1, isdst = -1) at /chroot/opt/rt3/lib/RT/Action/SendEmail.pm line 262.

Stack:
   [/chroot/opt/rt3/lib/RT/Action/SendEmail.pm:259]
   [/chroot/opt/rt3/lib/RT/Action/SendEmail.pm:103]
   [/chroot/opt/rt3/lib/RT/ScripAction_Overlay.pm:240]
   [/chroot/opt/rt3/lib/RT/Scrip_Overlay.pm:506]
   [/chroot/opt/rt3/lib/RT/Scrips_Overlay.pm:193]
   [/chroot/opt/rt3/lib/RT/Transaction_Overlay.pm:179]
   [/chroot/opt/rt3/lib/RT/Record.pm:1446]
   [/chroot/opt/rt3/lib/RT/Ticket_Overlay.pm:744]
   [/chroot/opt/rt3/lib/RT/Interface/Email.pm:717]
   [/chroot/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] 
(/chroot/opt/rt3/
lib/RT/Scrip_Overlay.pm:514)

How can I fix this?

-- 
Gary Hall hall at fas.sfu.ca   | Voice (604) 291-5925
Faculty of Applied Sciences | Fax   (604) 291-5404
Simon Fraser University     |
Burnaby, B.C.  V5A 1S6      |


From caralomi at hotmail.com  Fri Jun 22 14:51:39 2007
From: caralomi at hotmail.com (Carlos Ramon Lopez Midence)
Date: Fri, 22 Jun 2007 14:51:39 -0400
Subject: [rt-users] Query on Ticket-Transactions Custom Fields
Message-ID: <BAY139-W12C499FCD780225604C1A4D9170@phx.gbl>

Hello All:
In trying to extract values from Ticket-Transactions custom fields I have the following query: (using a ODBC connection to RT's mysql database)
 
SELECT  T.Id, OCFV.ObjectId, T.queue, T.subject, T.Status,  T.Resolved, CF.Name, OCFV.Content  
FROM ((Tickets T 
LEFT JOIN ObjectCustomFieldValues OCFV ON ((OCFV.Disabled = '0'))AND(OCFV.ObjectId = T.id))
LEFT JOIN CustomFields CF ON (CF.id = OCFV.CustomField))
WHERE ((T.Status = 'resolved')) 
with the following results:
 
313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 Labor Description Solved313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 Work Status Complete313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 Materials Used Solved313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 Labor Cost 0313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 Materials Cost 0313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 Issues None
But when I look on RT's web interface for the values of ticket 313 I get different values (Which are the correct values by the way, so my query is missing something or I am not using the right tables or I don't know)
 




Sat Jan 13 14:12:23 2007
jruzinsky - Comments added 
15 min
 [Reply] [Comment]





Labor Description:


already done 

Materials Used:


(no value) 

Issues:


(no value) 

Labor Cost:


10.25 

Work Status:


Complete 

Materials Cost:


(no value) 




What I am finding out is that is not matching for any of the tickets that I have.....
Any suggestions on improving the query will be greatly appreciated or ideas in using RT's API would be welcome too, I am not a perl programmer though...
 
 
 
 
Carlos
 
_________________________________________________________________
Hotmail to go? Get your Hotmail, news, sports and much more! Check out the New MSN Mobile! 
http://mobile.msn.com
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From gleduc at mail.sdsu.edu  Fri Jun 22 15:31:13 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 22 Jun 2007 12:31:13 -0700
Subject: [rt-users] Query on Ticket-Transactions Custom Fields
In-Reply-To: <BAY139-W12C499FCD780225604C1A4D9170@phx.gbl>
References: <BAY139-W12C499FCD780225604C1A4D9170@phx.gbl>
Message-ID: <6.2.1.2.2.20070622121855.02473ff8@mail.sdsu.edu>

Hi Carlos,

This doesn't solve your problem, but I ran your query (using Toad) against 
our MySQL database and it worked as expected.  Puzzling.  Maybe you can 
figure out where the "window crank missing" data came from by snooping the 
database and work backwards from there.

Regards,
Gene

At 11:51 AM 6/22/2007, Carlos Ramon Lopez Midence wrote:
>Hello All:
>In trying to extract values from Ticket-Transactions custom fields I have 
>the following query: (using a ODBC connection to RT's mysql database)
>
>SELECT
>  T.Id,
>  OCFV.ObjectId,
>  T.queue,
>  T.subject,
>  T.Status,
>  T.Resolved,
>  CF.Name,
>  OCFV.Content
>
>FROM ((Tickets T
>LEFT JOIN ObjectCustomFieldValues OCFV ON ((OCFV.Disabled = '0'))
>AND(OCFV.ObjectId = T.id))
>LEFT JOIN CustomFields CF ON (CF.id = OCFV.CustomField))
>WHERE ((T.Status = 'resolved'))
>
>with the following results:
>
>313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 Labor 
>Description Solved
>313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 Work 
>Status Complete
>313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 
>Materials Used Solved
>313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 Labor 
>Cost 0
>313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 
>Materials Cost 0
>313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000 
>Issues None
>
>But when I look on RT's web interface for the values of ticket 313 I get 
>different values (Which are the correct values by the way, so my query is 
>missing something or I am not using the right tables or I don't know)
>
><snip>
>
>What I am finding out is that is not matching for any of the tickets that 
>I have.....
>Any suggestions on improving the query will be greatly appreciated or 
>ideas in using RT's API would be welcome too, I am not a perl programmer 
>though...

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



From rwcanary at ocdirect.net  Fri Jun 22 17:09:17 2007
From: rwcanary at ocdirect.net (Robert Canary)
Date: Fri, 22 Jun 2007 16:09:17 -0500
Subject: [rt-users] New Installation
Message-ID: <467C3A7D.4040306@ocdirect.net>

I figure this to be more of a Perl Question..

I have read the archives and queried for the infamous "Can't locate 
Apache.pm",  while I found few matches I did really find what I was 
looking for either.

RHEL 4
This RT 3.4.5
Apache 2.0.52
Perl 5.8.5

However, if I run RT using the standalone script it works fine, which 
tells me it is an apache thing.
Apache.pm dose exist.  However, the @INC apparently isn't picking it up. 

Exactly what do I need to reinstall to get this corrected?  Apache has 
been completely gutted and reinstalled.  What perl module am I looking 
for to reinstall?  All the testdeps are showing everything is there.

Second thing is:  How do you tell the standalone script to use a 
different port, besides 8080?

thanks in advance
--
robert





From ruz at bestpractical.com  Fri Jun 22 18:49:08 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Sat, 23 Jun 2007 02:49:08 +0400
Subject: [rt-users] New Installation
In-Reply-To: <467C3A7D.4040306@ocdirect.net>
References: <467C3A7D.4040306@ocdirect.net>
Message-ID: <589c94400706221549p25455cb2v7053a15f7d499c9c@mail.gmail.com>

On 6/23/07, Robert Canary <rwcanary at ocdirect.net> wrote:
> I figure this to be more of a Perl Question..
>
> I have read the archives and queried for the infamous "Can't locate
> Apache.pm",  while I found few matches I did really find what I was
> looking for either.
>
> RHEL 4
> This RT 3.4.5
> Apache 2.0.52
> Perl 5.8.5
>
> However, if I run RT using the standalone script it works fine, which
> tells me it is an apache thing.
> Apache.pm dose exist.  However, the @INC apparently isn't picking it up.
>
> Exactly what do I need to reinstall to get this corrected?  Apache has
> been completely gutted and reinstalled.  What perl module am I looking
> for to reinstall?  All the testdeps are showing everything is there.
Apache.pm is part of mod_perl, you have to decide if you want mod_perl
or FastCGI. In the latter case you don't need Apache.pm. As you're
using apache2 then you need mod_perl2 too, but afaik it has Apache2.pm
instead, so it's not clear why anything complaining about Apache.pm.

Could you share relevant part of apache's config?

>
> Second thing is:  How do you tell the standalone script to use a
> different port, besides 8080?
./bin/standalone_httpd 8000

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


-- 
Best regards, Ruslan.


From hall at fas.sfu.ca  Fri Jun 22 18:59:46 2007
From: hall at fas.sfu.ca (Gary Hall)
Date: Fri, 22 Jun 2007 15:59:46 -0700
Subject: [rt-users] 3.6.3 strftime change breaks SendEmail.pm
In-Reply-To: <467C06BF.2030702@fas.sfu.ca>
References: <467C06BF.2030702@fas.sfu.ca>
Message-ID: <467C5462.1070507@fas.sfu.ca>

Gary Hall wrote:
> I've upgraded from 3.6.1 to 3.6.3 and now RT cannot send email.
> 
> Here's the error message:
> 
> Prototype mismatch: sub RT::Action::SendEmail::strftime ($\@;$) vs none 
> at /usr/lib/perl5/5.8.7/Exporter.pm line 65.
>  at /usr/lib/perl5/5.8.7/x86_64-linux-thread-multi/POSIX.pm line 19
> [Fri Jun 22 17:24:54 2007] [error]: Scrip Commit 23 died. - Usage: 
> POSIX::strftime(fmt, sec, min, hour, mday, mon, year, wday = -1, yday = 
> -1, isdst = -1) at /chroot/opt/rt3/lib/RT/Action/SendEmail.pm line 262.
> 
> Stack:
>   [/chroot/opt/rt3/lib/RT/Action/SendEmail.pm:259]
>   [/chroot/opt/rt3/lib/RT/Action/SendEmail.pm:103]
>   [/chroot/opt/rt3/lib/RT/ScripAction_Overlay.pm:240]
>   [/chroot/opt/rt3/lib/RT/Scrip_Overlay.pm:506]
>   [/chroot/opt/rt3/lib/RT/Scrips_Overlay.pm:193]
>   [/chroot/opt/rt3/lib/RT/Transaction_Overlay.pm:179]
>   [/chroot/opt/rt3/lib/RT/Record.pm:1446]
>   [/chroot/opt/rt3/lib/RT/Ticket_Overlay.pm:744]
>   [/chroot/opt/rt3/lib/RT/Interface/Email.pm:717]
>   [/chroot/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] 
> (/chroot/opt/rt3/
> lib/RT/Scrip_Overlay.pm:514)
> 
> How can I fix this?
> 

The problem arose of conflict between the 3.6.3 version
of ../lib/RT/Action/SendEmail.pm and a local overlay 
../local/lib/RT/Action/SendEmail_Local.pm.

The overlay was still importing strftime from POSIX.pm. I
updated it to "use" Date::Format's strftime.

Sorry for the noise.

-- 
Gary Hall hall at fas.sfu.ca   | Voice (604) 291-5925
Faculty of Applied Sciences | Fax   (604) 291-5404
Simon Fraser University     |
Burnaby, B.C.  V5A 1S6      |


From rrhodes at waimanalohc.org  Fri Jun 22 21:03:11 2007
From: rrhodes at waimanalohc.org (Robert Rhodes)
Date: Fri, 22 Jun 2007 15:03:11 -1000
Subject: [rt-users] RT3 Windows and ODBC for Reporting
Message-ID: <59F2DE75D91DA645A9B9C887EEAA916A322644@WHCWES01.whc.org>

I'm trying to use the MySQL ODBC driver to connect to my server [on the same
IP backbone - no firewalls] so I can pull data and create some reports from
RT3.
 
This is the RT3 Windows port. I'm not sure if that makes a big difference on
reaching it via the ODBC driver, though.
 
I can install the ODBC driver on the same system and reach the database, but
not on another computer. I've tried setting up the "server" field with the
IP address of the server hosting RT3/MySQL, and making sure the port is set
to 8285. The settings have successfully worked when installed/setup on the
server (localhost).
 
But all I receive when I do this from another computer is a SQL_ERROR.  
 
Does anyone have any idea what newbie cheeseball thing I've forgotten to do?
Any help appreciated as always.
 
RLR
 
 
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From HelmuthRamirez at compupay.com  Fri Jun 22 22:55:16 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Fri, 22 Jun 2007 22:55:16 -0400
Subject: [rt-users] RT3 Windows and ODBC for Reporting
References: <59F2DE75D91DA645A9B9C887EEAA916A322644@WHCWES01.whc.org>
Message-ID: <7314881427FC8A4081673E8CEEA7924905D9B537@EXMIAMI01.compupay.com>

If I remember correctly MySQL does NOT allow for remote connections out of the box, you'll have to enable this in the config file.  Although this link doesn't mention Windows, it will be very similar

http://www.cyberciti.biz/tips/how-do-i-enable-remote-access-to-mysql-database-server.html

DISCLAIMER: I am not a MySQL expert, the information provided above was a best effort answer, no guarantees are made on its accuracy or its results :)

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com on behalf of Robert Rhodes
Sent: Fri 6/22/2007 9:03 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT3 Windows and ODBC for Reporting
 
I'm trying to use the MySQL ODBC driver to connect to my server [on the same IP backbone - no firewalls] so I can pull data and create some reports from RT3.
 
This is the RT3 Windows port. I'm not sure if that makes a big difference on reaching it via the ODBC driver, though.
 
I can install the ODBC driver on the same system and reach the database, but not on another computer. I've tried setting up the "server" field with the IP address of the server hosting RT3/MySQL, and making sure the port is set to 8285. The settings have successfully worked when installed/setup on the server (localhost).
 
But all I receive when I do this from another computer is a SQL_ERROR.  
 
Does anyone have any idea what newbie cheeseball thing I've forgotten to do? Any help appreciated as always.
 
RLR
 
 



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From theillien at yahoo.com  Sat Jun 23 11:03:07 2007
From: theillien at yahoo.com (Mathew)
Date: Sat, 23 Jun 2007 11:03:07 -0400
Subject: [rt-users] Query on Ticket-Transactions Custom Fields
In-Reply-To: <6.2.1.2.2.20070622121855.02473ff8@mail.sdsu.edu>
References: <BAY139-W12C499FCD780225604C1A4D9170@phx.gbl>
	<6.2.1.2.2.20070622121855.02473ff8@mail.sdsu.edu>
Message-ID: <467D362B.4050408@yahoo.com>

Having tried the direct database connection myself, I would actually
recommend against doing it even if the data comes back as expected.  Use
the API.  Makes things so much simpler.  Trust me.

Mathew
Keep up with my goings on at http://theillien.blogspot.com

Gene LeDuc wrote:
> Hi Carlos,
> 
> This doesn't solve your problem, but I ran your query (using Toad)
> against our MySQL database and it worked as expected.  Puzzling.  Maybe
> you can figure out where the "window crank missing" data came from by
> snooping the database and work backwards from there.
> 
> Regards,
> Gene
> 
> At 11:51 AM 6/22/2007, Carlos Ramon Lopez Midence wrote:
>> Hello All:
>> In trying to extract values from Ticket-Transactions custom fields I
>> have the following query: (using a ODBC connection to RT's mysql
>> database)
>>
>> SELECT
>>  T.Id,
>>  OCFV.ObjectId,
>>  T.queue,
>>  T.subject,
>>  T.Status,
>>  T.Resolved,
>>  CF.Name,
>>  OCFV.Content
>>
>> FROM ((Tickets T
>> LEFT JOIN ObjectCustomFieldValues OCFV ON ((OCFV.Disabled = '0'))
>> AND(OCFV.ObjectId = T.id))
>> LEFT JOIN CustomFields CF ON (CF.id = OCFV.CustomField))
>> WHERE ((T.Status = 'resolved'))
>>
>> with the following results:
>>
>> 313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000
>> Labor Description Solved
>> 313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000
>> Work Status Complete
>> 313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000
>> Materials Used Solved
>> 313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000
>> Labor Cost 0
>> 313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000
>> Materials Cost 0
>> 313 313 14 501 window crank missing resolved 2007-01-13 19:12:24.000
>> Issues None
>>
>> But when I look on RT's web interface for the values of ticket 313 I
>> get different values (Which are the correct values by the way, so my
>> query is missing something or I am not using the right tables or I
>> don't know)
>>
>> <snip>
>>
>> What I am finding out is that is not matching for any of the tickets
>> that I have.....
>> Any suggestions on improving the query will be greatly appreciated or
>> ideas in using RT's API would be welcome too, I am not a perl
>> programmer though...
> 


From plblists at iotk.com  Sat Jun 23 15:55:48 2007
From: plblists at iotk.com (Peter Buschman)
Date: Sat, 23 Jun 2007 21:55:48 +0200
Subject: [rt-users] Customizing [{$rtname} #{$Ticket->id}] matching of the
 ticket_id in incoming correspondence
Message-ID: <20070623195600.1656FE71F2@mail.iotk.net>


I'm hoping this is reasonably simple but don't want to break something ;-)

Basically, I want to change the string that rt-mailgate uses to match 
the ticket_id on an incoming email. I found where this string can be 
changed in the default autoresponse templates but am not clear on how 
to change this for incoming messages.

Basically, instead of the user writing:

"What is the status of [{$rtname} #{$Ticket->id}] ???"

I want to accept:

"What is the status of TT{$Ticket->id} ???"

The RT instance will be dedicated so $rtname can always be assumed to 
be the same.

Thanks for any pointers on this :-)

Kindest regards,

Peter Buschman




From ekimbox at yahoo.com  Sat Jun 23 23:56:41 2007
From: ekimbox at yahoo.com (mike ...)
Date: Sat, 23 Jun 2007 20:56:41 -0700 (PDT)
Subject: [rt-users] RTFM  initdb failure on FC5 yum rt3 install
Message-ID: <128933.35882.qm@web57201.mail.re3.yahoo.com>

It appears that the database file (for MySQL) is
*missing*...

I installed (via yum):rt3.noarch     3.4.5-1.fc5
=> works great.

Then...

The RTFM install fails at:

RTFM-2.2.0RC4]# make initdb

/usr/bin/perl -Ilib -I/usr/lib/perl5/vendor_perl/5.8.7
/usr/local/lib/rt3/rt-setup-database --action schema
--datadir etc --datafile etc/initialdata --dba rt_user
--prompt-for-dba-password
Can't open perl script
"/usr/local/lib/rt3/rt-setup-database": No such file
or directory
...returned with error: 512
make: *** [initdb] Error 2


What db file (and from where) do I need to create the
RTFM schema?

TIA

- Mike



       
____________________________________________________________________________________
Got a little couch potato? 
Check out fun summer activities for kids.
http://search.yahoo.com/search?fr=oni_on_mail&p=summer+activities+for+kids&cs=bz 


From theillien at yahoo.com  Sun Jun 24 00:54:57 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sun, 24 Jun 2007 00:54:57 -0400
Subject: [rt-users] Report for Tickets Resolved "Last Month"
In-Reply-To: <467B1837.3020007@OfficePCSupport.com>
References: <467B1837.3020007@OfficePCSupport.com>
Message-ID: <467DF921.8080403@yahoo.com>

Attached is the long, not very concise, and ugly script I came up with to get
the information you're asking for.  It should probably be changed to meet your
specific needs (and likely will have to be in some places).

Hope it's helpful.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Samuel P. Howard wrote:
> Hi.
> 
> I know that RT can use some natural language description of dates, but I
> haven't found any combination that seems to work to give me a report of
> all tickets resolved "last month".
> 
> Ideally, it would be last month, the whole month, not 30 days ago (or
> else, we could really only run the report on 1 day of the month and get
> the report we need).
> 
> Any suggestions?
> 
> Thanks,
> Sam
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 
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From rwcanary at ocdirect.net  Mon Jun 25 03:11:39 2007
From: rwcanary at ocdirect.net (Robert Canary)
Date: Mon, 25 Jun 2007 02:11:39 -0500
Subject: [rt-users] New Installation
In-Reply-To: <589c94400706221549p25455cb2v7053a15f7d499c9c@mail.gmail.com>
References: <467C3A7D.4040306@ocdirect.net>
	<589c94400706221549p25455cb2v7053a15f7d499c9c@mail.gmail.com>
Message-ID: <467F6AAB.3090700@ocdirect.net>

Thanks Ruslan,

Sorry for the delay I was called out of the office on some trouble tickets.

Here is what I put in the httpd.conf

<VirtualHost *:4400>
    ServerName mchn37.ocdirect.net
    ServerAdmin rwcanary at ocdirect.net
    DocumentRoot /opt/rt3/share/html
    ErrorLog /var/log/rt/rt-web-error.log
    CustomLog /var/log/rt/rt-web-access.log common
    AddDefaultCharset UTF-8

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    <Location />
     SetHandler perl-script
     PerlHandler RT::Mason
    </Location>
</VirtualHost>

I do have an Apache2.pm as well as a apache.pm, I did a symlink to the 
apache.pm and but now it is complaining that the mod_perl is pre 1.99.

This is a fresh RHEL 4 with all updates, it was my understanding the 
httpd *is* apache2 and has been built with mod_perl2.  At least that is 
what the docs say.

thanks agian
--
robert


Ruslan Zakirov wrote:
> On 6/23/07, Robert Canary <rwcanary at ocdirect.net> wrote:
>> I figure this to be more of a Perl Question..
>>
>> I have read the archives and queried for the infamous "Can't locate
>> Apache.pm",  while I found few matches I did really find what I was
>> looking for either.
>>
>> RHEL 4
>> This RT 3.4.5
>> Apache 2.0.52
>> Perl 5.8.5
>>
>> However, if I run RT using the standalone script it works fine, which
>> tells me it is an apache thing.
>> Apache.pm dose exist.  However, the @INC apparently isn't picking it up.
>>
>> Exactly what do I need to reinstall to get this corrected?  Apache has
>> been completely gutted and reinstalled.  What perl module am I looking
>> for to reinstall?  All the testdeps are showing everything is there.
> Apache.pm is part of mod_perl, you have to decide if you want mod_perl
> or FastCGI. In the latter case you don't need Apache.pm. As you're
> using apache2 then you need mod_perl2 too, but afaik it has Apache2.pm
> instead, so it's not clear why anything complaining about Apache.pm.
>
> Could you share relevant part of apache's config?
>
>>
>> Second thing is:  How do you tell the standalone script to use a
>> different port, besides 8080?
> ./bin/standalone_httpd 8000
>
>>
>> thanks in advance
>> -- 
>> robert
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>





From gcecchi at peviani.it  Mon Jun 25 09:06:40 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Mon, 25 Jun 2007 15:06:40 +0200
Subject: R: [rt-users] RTFM  initdb failure on FC5 yum rt3 install
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D73017C66A8@MAILSERVER.pevianimail.local>


If you installed via yum, rt-setup-database is probably at

/usr/sbin/rt-setup-database 

And not default location that is:
/usr/local/lib/rt3/rt-setup-database

You need to trick the makefile and or env parameters/configure options
for RTFM

HIH,
Gianluca
> -----Messaggio originale-----
> Da: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto 
> di mike ...
> Inviato: domenica 24 giugno 2007 5.57
> A: rt-users at lists.bestpractical.com
> Oggetto: [rt-users] RTFM initdb failure on FC5 yum rt3 install
> 
> It appears that the database file (for MySQL) is *missing*...
> 
> I installed (via yum):rt3.noarch     3.4.5-1.fc5
> => works great.
> 
> Then...
> 
> The RTFM install fails at:
> 
> RTFM-2.2.0RC4]# make initdb
> 
> /usr/bin/perl -Ilib -I/usr/lib/perl5/vendor_perl/5.8.7
> /usr/local/lib/rt3/rt-setup-database --action schema 
> --datadir etc --datafile etc/initialdata --dba rt_user 
> --prompt-for-dba-password Can't open perl script
> "/usr/local/lib/rt3/rt-setup-database": No such file or 
> directory ...returned with error: 512
> make: *** [initdb] Error 2
> 
> 
> What db file (and from where) do I need to create the RTFM schema?
> 
> TIA
> 
> - Mike
> 
> 
> 
>        
> ______________________________________________________________
> ______________________
> Got a little couch potato? 
> Check out fun summer activities for kids.
> http://search.yahoo.com/search?fr=oni_on_mail&p=summer+activit
> ies+for+kids&cs=bz
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial 
> support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From BrianBuchanan at interfast.ca  Mon Jun 25 11:18:04 2007
From: BrianBuchanan at interfast.ca (Brian Buchanan)
Date: Mon, 25 Jun 2007 11:18:04 -0400
Subject: [rt-users] Problems editing Saved Search for Unowned Tickets
Message-ID: <WorldClient-F200706251118.AA18042955@interfast.ca>


I'm running RT 3.6.3 and after creating a Development queue, I wanted to
restrict the "Unowned" report to just the General queue but lost the links after
my attempt.

I logged in as root, Clicked the "Edit" link on "RT at a glance" page, then
clicked the "You can also edit the predefined search itself: Search - Unowned
Tickets" link which took me to the Query Builder.

I added the condition "AND Queue = 'General'" and clicked save.

My links disappeared from the results on the "at a glance" page.

I found the "RepairSarches" page on the wiki, repaired the report, tried the
change again and lost the links again.

In the end, I just edited the repair file to include the condition and got what
I wanted, but should the links be lost just by editing the conditions, or is
this a bug in the Query Builder??

RepairSearchs page on the Wiki:
http://wiki.bestpractical.com/view/RepairSearches

Thanks,

Brian




From ocraig at stillsecure.com  Mon Jun 25 12:05:48 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Mon, 25 Jun 2007 10:05:48 -0600
Subject: [rt-users] Report for Tickets Resolved "Last Month"
In-Reply-To: <467DF921.8080403@yahoo.com>
References: <467B1837.3020007@OfficePCSupport.com> <467DF921.8080403@yahoo.com>
Message-ID: <1182787548.7853.9.camel@localhost.localdomain>

Mathew -
    Did you take this from an archived copy? Or did you maybe edit
something before posting it?


On Sun, 2007-06-24 at 00:54 -0400, Mathew Snyder wrote:
> Attached is the long, not very concise, and ugly script I came up with
> to get
> the information you're asking for.  It should probably be changed to
> meet your
> specific needs (and likely will have to be in some places).
> 
-- 
/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

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From ocraig at stillsecure.com  Mon Jun 25 12:09:54 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Mon, 25 Jun 2007 10:09:54 -0600
Subject: [rt-users] Report for Tickets Resolved "Last Month"
In-Reply-To: <1182787548.7853.9.camel@localhost.localdomain>
References: <467B1837.3020007@OfficePCSupport.com> <467DF921.8080403@yahoo.com>
	<1182787548.7853.9.camel@localhost.localdomain>
Message-ID: <1182787794.7853.12.camel@localhost.localdomain>

Duh. Awake enough to spot the perl error, not caffeinated enough to draw
the obvious conclusion 'til I looked at my own diff reposted from a
mailing list. Of course you did, you edited out your site-specific email
address.

	I will go get coffee now, thankyouverymuch.
		Ole

On Mon, 2007-06-25 at 10:05 -0600, Ole Craig wrote:
> Or did you maybe edit
> something before posting it? 
-- 
/Ole Craig
Security Engineer
Team lead, customer support

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

www.stillsecure.com



From theillien at yahoo.com  Mon Jun 25 12:25:46 2007
From: theillien at yahoo.com (Mathew)
Date: Mon, 25 Jun 2007 12:25:46 -0400
Subject: [rt-users] Report for Tickets Resolved "Last Month"
In-Reply-To: <1182787548.7853.9.camel@localhost.localdomain>
References: <467B1837.3020007@OfficePCSupport.com>	
	<467DF921.8080403@yahoo.com>
	<1182787548.7853.9.camel@localhost.localdomain>
Message-ID: <467FEC8A.4050102@yahoo.com>

Wait?  I posted this already?

Keep up with my goings on at http://theillien.blogspot.com

Ole Craig wrote:
> Mathew -
>     Did you take this from an archived copy? Or did you maybe edit
> something before posting it?
> 
> 
> On Sun, 2007-06-24 at 00:54 -0400, Mathew Snyder wrote:
>> Attached is the long, not very concise, and ugly script I came up with
>> to get
>> the information you're asking for.  It should probably be changed to
>> meet your
>> specific needs (and likely will have to be in some places).
>>


From ocraig at stillsecure.com  Mon Jun 25 12:27:21 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Mon, 25 Jun 2007 10:27:21 -0600
Subject: [rt-users] Report for Tickets Resolved "Last Month"
In-Reply-To: <467FEC8A.4050102@yahoo.com>
References: <467B1837.3020007@OfficePCSupport.com> <467DF921.8080403@yahoo.com>
	<1182787548.7853.9.camel@localhost.localdomain>
	<467FEC8A.4050102@yahoo.com>
Message-ID: <1182788841.7853.15.camel@localhost.localdomain>

Another rockin' Saturday night...

:-)

On Mon, 2007-06-25 at 12:25 -0400, Mathew wrote:
> Wait?  I posted this already?
> 
> Keep up with my goings on at http://theillien.blogspot.com
> 
> Ole Craig wrote:
> > Mathew -
> >     Did you take this from an archived copy? Or did you maybe edit
> > something before posting it?
> > 
> > 
> > On Sun, 2007-06-24 at 00:54 -0400, Mathew Snyder wrote:
> >> Attached is the long, not very concise, and ugly script I came up with
> >> to get
> >> the information you're asking for.  It should probably be changed to
> >> meet your
> >> specific needs (and likely will have to be in some places).
> >>
-- 
/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 ekimbox at yahoo.com  Mon Jun 25 13:13:21 2007
From: ekimbox at yahoo.com (mike ...)
Date: Mon, 25 Jun 2007 10:13:21 -0700 (PDT)
Subject: R: [rt-users] RTFM  initdb failure on FC5 yum rt3 install
In-Reply-To: <A6EA8BA3E2776540BBC22A6C4D259D73017C66A8@MAILSERVER.pevianimail.local>
Message-ID: <506105.39418.qm@web57211.mail.re3.yahoo.com>

Thanks for the advice.

I created a sym link:

ln -s /usr/sbin/rt-setup-database
/usr/local/lib/rt3/rt-setup-database

Worked GREAT!

- Mike

--- Gianluca Cecchi <gcecchi at peviani.it> wrote:

> 
> If you installed via yum, rt-setup-database is
> probably at
> 
> /usr/sbin/rt-setup-database 
> 
> And not default location that is:
> /usr/local/lib/rt3/rt-setup-database
> 
> You need to trick the makefile and or env
> parameters/configure options
> for RTFM
> 
> HIH,
> Gianluca
> > -----Messaggio originale-----
> > Da: rt-users-bounces at lists.bestpractical.com 
> > [mailto:rt-users-bounces at lists.bestpractical.com]
> Per conto 
> > di mike ...
> > Inviato: domenica 24 giugno 2007 5.57
> > A: rt-users at lists.bestpractical.com
> > Oggetto: [rt-users] RTFM initdb failure on FC5 yum
> rt3 install
> > 
> > It appears that the database file (for MySQL) is
> *missing*...
> > 
> > I installed (via yum):rt3.noarch     3.4.5-1.fc5
> > => works great.
> > 
> > Then...
> > 
> > The RTFM install fails at:
> > 
> > RTFM-2.2.0RC4]# make initdb
> > 
> > /usr/bin/perl -Ilib
> -I/usr/lib/perl5/vendor_perl/5.8.7
> > /usr/local/lib/rt3/rt-setup-database --action
> schema 
> > --datadir etc --datafile etc/initialdata --dba
> rt_user 
> > --prompt-for-dba-password Can't open perl script
> > "/usr/local/lib/rt3/rt-setup-database": No such
> file or 
> > directory ...returned with error: 512
> > make: *** [initdb] Error 2
> > 
> > 
> > What db file (and from where) do I need to create
> the RTFM schema?
> > 
> > TIA
> > 
> > - Mike
> > 
> > 
> > 
> >        
> >
>
______________________________________________________________
> > ______________________
> > Got a little couch potato? 
> > Check out fun summer activities for kids.
> >
>
http://search.yahoo.com/search?fr=oni_on_mail&p=summer+activit
> > ies+for+kids&cs=bz
> > _______________________________________________
> >
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> Commercial 
> > support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials
> from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> > 
> _______________________________________________
>
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 free Yahoo! toolbar and rest assured with the added security of spyware protection.
http://new.toolbar.yahoo.com/toolbar/features/norton/index.php


From taan at cryologic.com  Mon Jun 25 22:37:34 2007
From: taan at cryologic.com (Taan Lindemans)
Date: Tue, 26 Jun 2007 12:37:34 +1000
Subject: [rt-users] Displaying User Fields in Searches
Message-ID: <46807BEE.7090301@cryologic.com>

Is the only way to display User Fields (eg "Country") in search results 
to create a ColumnMap callback?

thanks
Taan


From andrew at mammoth.com.au  Tue Jun 26 02:14:04 2007
From: andrew at mammoth.com.au (Andrew Armstrong)
Date: Tue, 26 Jun 2007 16:14:04 +1000
Subject: [rt-users] RT Large Scale Performance Issues: Resolved
Message-ID: <002501c7b7b9$3288fe20$b6f3a305@plasma>

Hi Everyone,

 

We have been making use of RT for almost a year now, however the performance
began to quickly degrade (tickets would take 30+ seconds to open at times)
over time.

 

We're using RT v3.6.3

 

After we checked both this list and other resources for a solution, we were
unable to find a solid fix which appeared to correct the issue.

 

We have managed to change a few core queries to our installation which
appears to have made a massive difference (tickets load in less than one
second most of the time).

 

We thought others would benefit from these changes and so I am passing on
the findings we made to fix up our RT install.

 

Force a JOIN order of important tables

>From Nathan at mammoth:

--

This is lib/RT/SearchBuilder_Local.pm - its a new file which is
automatically used by RT's extension system. We're using 3.6.3

 

It works by changing the SQL to do a straight join of tables in a specific
order. This appears to improve things because MySQL appears unable to choose
the optimal join order on its own.

 

Regards

Nathan

--

 

This changed file is attached.

 

Use another locking scheme

By default, it appears the user settings locking scheme (for read/write
locks) by default is done via MySQL (using the GET_LOCK() method). When a
user browses RT.

While this sounds fine, unfortunately its because there is no 'read/shared
lock' concept using GET_LOCK(), and so every lock the user makes (eg,
locking their preferences for READ during a page load) is promoted to an
exclusive write lock. This slows performance when loading multiple pages at
once as every page is competing for this exclusive lock, instead of using a
shared read lock.

 

Regards,

Andrew

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From darling at ccdc.cam.ac.uk  Tue Jun 26 04:28:23 2007
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Tue, 26 Jun 2007 09:28:23 +0100
Subject: [rt-users] Reducing noise in ticket history
In-Reply-To: <2EEEB63A86187C4B9E91870B0C66AB8802F826B6@EXCHANGE1.university.brighton.ac.uk>
References: <4d6de31b0706220125g1ecdbf2aj2dad82c8f1837ed5@mail.gmail.com>
	<2EEEB63A86187C4B9E91870B0C66AB8802F826B6@EXCHANGE1.university.brighton.ac.uk>
Message-ID: <4680CE27.8010107@ccdc.cam.ac.uk>

Hi David

> I created a thread about this in April, suggesting the history could be
> collapsed.  I think there was a feeling it could be done and was
> desirable, but it would need someone with the time and ability to carry
> it out.

I've got a trivial (4 line) change to 
html/Ticket/Elements/ShowTransaction that implements this, using the 
existing javascript 'onClick="hideshow...' that's used to hide/show the 
tabs, but its based on a 3.4.1 installation. I've no idea what's 
required to port this to 3.6.x. Let me know if you'd like details.

Cheers
Toby
.....


From racke at linuxia.de  Tue Jun 26 04:33:33 2007
From: racke at linuxia.de (Stefan Hornburg)
Date: Tue, 26 Jun 2007 10:33:33 +0200
Subject: [rt-users] Reducing noise in ticket history
In-Reply-To: <4680CE27.8010107@ccdc.cam.ac.uk>
References: <4d6de31b0706220125g1ecdbf2aj2dad82c8f1837ed5@mail.gmail.com>	<2EEEB63A86187C4B9E91870B0C66AB8802F826B6@EXCHANGE1.university.brighton.ac.uk>
	<4680CE27.8010107@ccdc.cam.ac.uk>
Message-ID: <4680CF5D.6090808@linuxia.de>

Toby Darling wrote:
> Hi David
> 
>> I created a thread about this in April, suggesting the history could be
>> collapsed.  I think there was a feeling it could be done and was
>> desirable, but it would need someone with the time and ability to carry
>> it out.
> 
> I've got a trivial (4 line) change to 
> html/Ticket/Elements/ShowTransaction that implements this, using the 
> existing javascript 'onClick="hideshow...' that's used to hide/show the 
> tabs, but its based on a 3.4.1 installation. I've no idea what's 
> required to port this to 3.6.x. Let me know if you'd like details.

Well, i would like to see details :-) as this would be a very nice feature.

Regards
	Racke



-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From darling at ccdc.cam.ac.uk  Tue Jun 26 05:09:39 2007
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Tue, 26 Jun 2007 10:09:39 +0100
Subject: [rt-users] Reducing noise in ticket history
In-Reply-To: <4680CF5D.6090808@linuxia.de>
References: <4d6de31b0706220125g1ecdbf2aj2dad82c8f1837ed5@mail.gmail.com>	<2EEEB63A86187C4B9E91870B0C66AB8802F826B6@EXCHANGE1.university.brighton.ac.uk>	<4680CE27.8010107@ccdc.cam.ac.uk>
	<4680CF5D.6090808@linuxia.de>
Message-ID: <4680D7D3.6050209@ccdc.cam.ac.uk>



Stefan Hornburg wrote:
> Toby Darling wrote:
>> Hi David
>>
>>> I created a thread about this in April, suggesting the history could be
>>> collapsed.  I think there was a feeling it could be done and was
>>> desirable, but it would need someone with the time and ability to carry
>>> it out.
>>
>> I've got a trivial (4 line) change to 
>> html/Ticket/Elements/ShowTransaction that implements this, using the 
>> existing javascript 'onClick="hideshow...' that's used to hide/show 
>> the tabs, but its based on a 3.4.1 installation. I've no idea what's 
>> required to port this to 3.6.x. Let me know if you'd like details.
> 
> Well, i would like to see details :-) as this would be a very nice feature.

No problem. Sorry, it's a tad more involved than I remembered ...

These are diffs between /usr/share/request-tracker3.4/ and 
/usr/local/share/request-tracker3.4/ so lines starting '<' are original, 
'>' are mine. I'm sure there are better / cleaner solutions, but this 
works for us.

html/Elements/Header:

65a66
 >     document.getElementById(idstring).scrollIntoView(true);
71,78c72,79
< % if ($Focus) {
< ONLOAD="
<     var tmp = (document.getElementsByName('<% $Focus %>'));
<     if (tmp.length > 0) tmp[tmp.length-1].focus();
< "
< % }
< >
< <table width="100%" border="0" cellspacing="0" cellpadding="0" 
bgcolor="#FFFFFF">
---
 > %# if ($Focus) {
 > %#ONLOAD="
 > %#var tmp = (document.getElementsByName('<% $Focus %>'));
 > %#if (tmp.length > 0) tmp[tmp.length-1].focus();
 > %#"
 > %#% }
 > %#>
 > <table width="100%" border="0" cellspacing="0" cellpadding="0" 
background="<%$RT::WebImagesURL%>/backg.gif">



html/Ticket/Elements/ShowTransaction:

47c47
< <TD rowspan="2" valign="top" bgcolor="<%$bgcolor%>"><A 
NAME="txn-<%$Transaction->Id%>" href="#txn-<%$Transaction->Id%>">#</A><% 
$LastTransaction ? '<a name="lasttrans">&nbsp;</a>' : '&nbsp;' |n %></TD>
---
 > <TD rowspan="2" valign="top" bgcolor="<%$bgcolor%>"><A 
NAME="txn-<%$Transaction->Id%>" href="#txn-<%$Transaction->Id%>" 
onClick="hideshow('<%$id%>')">#</A><% $LastTransaction ? '<a 
name="lasttrans">&nbsp;</a>' : '&nbsp;' |n %></TD>
54a55
 >
58c59
< <TR class="<% $RowNum%2 ? 'oddline' : 'evenline'%>"><TD colspan=5>
---
 > <TR class="<% $RowNum%2 ? 'oddline' : 'evenline'%>"><TD 
id="element-<%$id%>" colspan=5>
74a76
 > $DisplayPath => $RT::WebPath."/Ticket/Display.html"
85c87
<
---
 > my $id = rand(2000);
.....


From rnbrady at gmail.com  Tue Jun 26 06:15:36 2007
From: rnbrady at gmail.com (Richard Brady)
Date: Tue, 26 Jun 2007 11:15:36 +0100
Subject: [rt-users] Reducing noise in ticket history
In-Reply-To: <4680D7D3.6050209@ccdc.cam.ac.uk>
References: <4d6de31b0706220125g1ecdbf2aj2dad82c8f1837ed5@mail.gmail.com>
	<2EEEB63A86187C4B9E91870B0C66AB8802F826B6@EXCHANGE1.university.brighton.ac.uk>
	<4680CE27.8010107@ccdc.cam.ac.uk> <4680CF5D.6090808@linuxia.de>
	<4680D7D3.6050209@ccdc.cam.ac.uk>
Message-ID: <4d6de31b0706260315x99ae1u37a0243fb7342e15@mail.gmail.com>

Thanks, this is super, will try and apply to 3.6 sometime this week.

On 6/26/07, Toby Darling <darling at ccdc.cam.ac.uk> wrote:
>
>
> > Well, i would like to see details :-) as this would be a very nice
> feature.
>
> No problem. Sorry, it's a tad more involved than I remembered ...
>
>

-- 
Richard Brady
T: +44 (0)7771 623 348
E: rnbrady at gmail.com
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From theillien at yahoo.com  Tue Jun 26 06:55:15 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 26 Jun 2007 06:55:15 -0400
Subject: [rt-users] Default Time Worked
Message-ID: <4680F093.8010908@yahoo.com>

Due to the nature of our beast, we need to default the Time Worked value to 5 on
replies and comments.  Anyone know where I go to look at this?

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From slackamp at gmail.com  Tue Jun 26 08:33:11 2007
From: slackamp at gmail.com (slamp slamp)
Date: Tue, 26 Jun 2007 08:33:11 -0400
Subject: [rt-users] multiple deletes
Message-ID: <78926d250706260533s344f0e8dh22aed6a18f7f64c3@mail.gmail.com>

is it safe to delete tickets directly from the mysql db? meaning
change status to 'delete' from 'new'? and then let RTx-Shredder do its
thing? we have a bunch of tickets that needs to be deleted (SPAM got
through) and there is not quick way of deleting them other than going
into the actual ticket setting status to deleted. is there a delete
link? like a take link?


From theillien at yahoo.com  Tue Jun 26 08:41:06 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 26 Jun 2007 08:41:06 -0400
Subject: [rt-users] multiple deletes
In-Reply-To: <78926d250706260533s344f0e8dh22aed6a18f7f64c3@mail.gmail.com>
References: <78926d250706260533s344f0e8dh22aed6a18f7f64c3@mail.gmail.com>
Message-ID: <46810962.6000603@yahoo.com>

It is safe to do this.  Just don't actually remove the ticket from the database.
   I've had to do this in the past when I was initially moving our setup to a
new version of RT.

Keep up with me and what I'm up to: http://theillien.blogspot.com


slamp slamp wrote:
> is it safe to delete tickets directly from the mysql db? meaning
> change status to 'delete' from 'new'? and then let RTx-Shredder do its
> thing? we have a bunch of tickets that needs to be deleted (SPAM got
> through) and there is not quick way of deleting them other than going
> into the actual ticket setting status to deleted. is there a delete
> link? like a take link?
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 


From avo at trustsec.de  Tue Jun 26 08:45:09 2007
From: avo at trustsec.de (Andreas =?iso-8859-1?Q?V=F6gele?=)
Date: Tue, 26 Jun 2007 14:45:09 +0200
Subject: [rt-users] Adding multiple requestors from the command-line
Message-ID: <878xa6zxyi.fsf@solon.arundel.trustsec.de>

I need to add several requestors from the command-line but it seems
that I can only add one requestor and multiple Ccs with the "rt"
command-line tool.  Or is there a way to add multiple requestors with
"rt"?

This question might be related to the message "Creating tickets with
Perl" that was posted by John Arends in April.  See
L<http://article.gmane.org/gmane.comp.bug-tracking.request-tracker.user/36012>.



From sturner at MIT.EDU  Tue Jun 26 08:58:05 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 26 Jun 2007 08:58:05 -0400
Subject: [rt-users] multiple deletes
In-Reply-To: <78926d250706260533s344f0e8dh22aed6a18f7f64c3@mail.gmail.co
 m>
References: <78926d250706260533s344f0e8dh22aed6a18f7f64c3@mail.gmail.com>
Message-ID: <6.2.3.4.2.20070626085542.03e2ec68@po14.mit.edu>

At Tuesday 6/26/2007 08:33 AM, slamp slamp wrote:
>is it safe to delete tickets directly from the mysql db? meaning
>change status to 'delete' from 'new'? and then let RTx-Shredder do its
>thing? we have a bunch of tickets that needs to be deleted (SPAM got
>through) and there is not quick way of deleting them other than going
>into the actual ticket setting status to deleted. is there a delete
>link? like a take link?
>_______________________________________________

It's generally not safe to do updates directly to the database, 
unless you have a thorough understanding of the schema - and it's 
very complex in places. As always I'd recommend learning how to write 
Perl scripts that use the RT API.

But in this case, could you not use bulk update in the web interface 
to delete a batch of tickets?

Steve 



From Sean.Edge at mtvnmix.com  Tue Jun 26 09:20:15 2007
From: Sean.Edge at mtvnmix.com (Edge, Sean)
Date: Tue, 26 Jun 2007 09:20:15 -0400
Subject: [rt-users] Default Time Worked
In-Reply-To: <4680F093.8010908@yahoo.com>
References: <4680F093.8010908@yahoo.com>
Message-ID: <9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com>

Mathew,
You could accomplish this using a Scrip with conditions "On Comment" and
"On Correspond".  Then just grab the current Time Worked, increment by 5
and update the db field.  So something like this might work for your
custom Scrip Action:
my $temp = $self->TicketObj->TimeWorked;
$temp += 5;
$self->TicketObj->SetTimeWorked($temp);
return 1;


-Sean

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
Snyder
Sent: Tuesday, June 26, 2007 6:55 AM
To: RT Users
Subject: [rt-users] Default Time Worked

Due to the nature of our beast, we need to default the Time Worked value
to 5 on replies and comments.  Anyone know where I go to look at this?

--
Keep up with me and what I'm up to: http://theillien.blogspot.com
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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



This email (including any attachments) is for its intended-recipient's
use only. This email may contain information that is confidential or
privileged.  If you received this email in error, please immediately
advise the sender by replying to this email and then delete this message
from your system.  For further information and disclaimers that apply to
this email, see [http://www.viacom.com/email_disclaimer.jhtml].


From theillien at yahoo.com  Tue Jun 26 09:24:58 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 26 Jun 2007 09:24:58 -0400
Subject: [rt-users] Default Time Worked
In-Reply-To: <9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com>
References: <4680F093.8010908@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com>
Message-ID: <468113AA.1010005@yahoo.com>

That will be good plan "B".  I'll have to clarify with the powers that be what
they want because we want the ticket to start at 5 and go up as people add time.
 Not necessarily go up by 5 each time.  Although, that might actually make more
sense just in case people forget to add any time anyway.

Thanks.  I'll keep your suggestion in mind.  :)

Keep up with me and what I'm up to: http://theillien.blogspot.com


Edge, Sean wrote:
> Mathew,
> You could accomplish this using a Scrip with conditions "On Comment" and
> "On Correspond".  Then just grab the current Time Worked, increment by 5
> and update the db field.  So something like this might work for your
> custom Scrip Action:
> my $temp = $self->TicketObj->TimeWorked;
> $temp += 5;
> $self->TicketObj->SetTimeWorked($temp);
> return 1;
> 
> 
> -Sean
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
> Snyder
> Sent: Tuesday, June 26, 2007 6:55 AM
> To: RT Users
> Subject: [rt-users] Default Time Worked
> 
> Due to the nature of our beast, we need to default the Time Worked value
> to 5 on replies and comments.  Anyone know where I go to look at this?
> 
> --
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> This email (including any attachments) is for its intended-recipient's
> use only. This email may contain information that is confidential or
> privileged.  If you received this email in error, please immediately
> advise the sender by replying to this email and then delete this message
> from your system.  For further information and disclaimers that apply to
> this email, see [http://www.viacom.com/email_disclaimer.jhtml].
> 


From Sean.Edge at mtvnmix.com  Tue Jun 26 09:36:47 2007
From: Sean.Edge at mtvnmix.com (Edge, Sean)
Date: Tue, 26 Jun 2007 09:36:47 -0400
Subject: [rt-users] Default Time Worked
In-Reply-To: <468113AA.1010005@yahoo.com>
References: <4680F093.8010908@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com>
	<468113AA.1010005@yahoo.com>
Message-ID: <9DB5A62CCC96094EBA95F593C589CE1638B78E@LAZYTOWN.mtvn.ad.viacom.com>

Oh, sorry, I thought that's what you were asking.

If you just want it to start at 5 minutes by default you can simply make
the condition "On Create" and just make the action:
$self->TicketObj->SetTimeWorked(5);
return 1;

Any new ticket in any Queue (provided you make it a Global Scrip) would,
on creation, have 5 minutes in the TimeWorked field.

-Sean 

-----Original Message-----
From: Mathew Snyder [mailto:theillien at yahoo.com] 
Sent: Tuesday, June 26, 2007 9:25 AM
To: Edge, Sean
Cc: RT Users
Subject: Re: [rt-users] Default Time Worked

That will be good plan "B".  I'll have to clarify with the powers that
be what they want because we want the ticket to start at 5 and go up as
people add time.
 Not necessarily go up by 5 each time.  Although, that might actually
make more sense just in case people forget to add any time anyway.

Thanks.  I'll keep your suggestion in mind.  :)

Keep up with me and what I'm up to: http://theillien.blogspot.com


Edge, Sean wrote:
> Mathew,
> You could accomplish this using a Scrip with conditions "On Comment" 
> and "On Correspond".  Then just grab the current Time Worked, 
> increment by 5 and update the db field.  So something like this might 
> work for your custom Scrip Action:
> my $temp = $self->TicketObj->TimeWorked; $temp += 5; 
> $self->TicketObj->SetTimeWorked($temp);
> return 1;
> 
> 
> -Sean
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew 
> Snyder
> Sent: Tuesday, June 26, 2007 6:55 AM
> To: RT Users
> Subject: [rt-users] Default Time Worked
> 
> Due to the nature of our beast, we need to default the Time Worked 
> value to 5 on replies and comments.  Anyone know where I go to look at
this?
> 
> --
> Keep up with me and what I'm up to: http://theillien.blogspot.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support:
> sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> This email (including any attachments) is for its intended-recipient's

> use only. This email may contain information that is confidential or 
> privileged.  If you received this email in error, please immediately 
> advise the sender by replying to this email and then delete this 
> message from your system.  For further information and disclaimers 
> that apply to this email, see
[http://www.viacom.com/email_disclaimer.jhtml].
> 



This email (including any attachments) is for its intended-recipient's
use only. This email may contain information that is confidential or
privileged.  If you received this email in error, please immediately
advise the sender by replying to this email and then delete this message
from your system.  For further information and disclaimers that apply to
this email, see [http://www.viacom.com/email_disclaimer.jhtml].


From theillien at yahoo.com  Tue Jun 26 10:04:37 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 26 Jun 2007 10:04:37 -0400
Subject: [rt-users] Default Time Worked
In-Reply-To: <9DB5A62CCC96094EBA95F593C589CE1638B78E@LAZYTOWN.mtvn.ad.viacom.com>
References: <4680F093.8010908@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com>
	<468113AA.1010005@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78E@LAZYTOWN.mtvn.ad.viacom.com>
Message-ID: <46811CF5.9020009@yahoo.com>

It isn't working.  This is how I've configured it:
Description: Default Time Worked
Condition: On Create
Action: User Defined
Template: Global template: Transaction
Stage: TransactionCreate

Custom Condition: $self->TicketObj->SetTimeWorked(5);
Custom action preparation code:
Custom action cleanup code: return 1;

I'm wondering though, by using SetTimeWorked(5), won't I just be setting the
time to 5 regardless of the value entered in the field during a comment or reply?

I think what would be preferable in the situation I'm looking at is to have the
value of the field automatically set on the comment/reply screen rather than
have the addition made upon transaction creation.  This is what I meant by a
default.  Rather than present the user with a blank field to have it populated
with "5" and allow them to alter it as necessary.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Edge, Sean wrote:
> Oh, sorry, I thought that's what you were asking.
> 
> If you just want it to start at 5 minutes by default you can simply make
> the condition "On Create" and just make the action:
> $self->TicketObj->SetTimeWorked(5);
> return 1;
> 
> Any new ticket in any Queue (provided you make it a Global Scrip) would,
> on creation, have 5 minutes in the TimeWorked field.
> 
> -Sean 
> 
> -----Original Message-----
> From: Mathew Snyder [mailto:theillien at yahoo.com] 
> Sent: Tuesday, June 26, 2007 9:25 AM
> To: Edge, Sean
> Cc: RT Users
> Subject: Re: [rt-users] Default Time Worked
> 
> That will be good plan "B".  I'll have to clarify with the powers that
> be what they want because we want the ticket to start at 5 and go up as
> people add time.
>  Not necessarily go up by 5 each time.  Although, that might actually
> make more sense just in case people forget to add any time anyway.
> 
> Thanks.  I'll keep your suggestion in mind.  :)
> 
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
> Edge, Sean wrote:
>> Mathew,
>> You could accomplish this using a Scrip with conditions "On Comment" 
>> and "On Correspond".  Then just grab the current Time Worked, 
>> increment by 5 and update the db field.  So something like this might 
>> work for your custom Scrip Action:
>> my $temp = $self->TicketObj->TimeWorked; $temp += 5; 
>> $self->TicketObj->SetTimeWorked($temp);
>> return 1;
>>
>>
>> -Sean
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew 
>> Snyder
>> Sent: Tuesday, June 26, 2007 6:55 AM
>> To: RT Users
>> Subject: [rt-users] Default Time Worked
>>
>> Due to the nature of our beast, we need to default the Time Worked 
>> value to 5 on replies and comments.  Anyone know where I go to look at
> this?
>> --
>> Keep up with me and what I'm up to: http://theillien.blogspot.com 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support:
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>> This email (including any attachments) is for its intended-recipient's
> 
>> use only. This email may contain information that is confidential or 
>> privileged.  If you received this email in error, please immediately 
>> advise the sender by replying to this email and then delete this 
>> message from your system.  For further information and disclaimers 
>> that apply to this email, see
> [http://www.viacom.com/email_disclaimer.jhtml].
> 
> 
> 
> This email (including any attachments) is for its intended-recipient's
> use only. This email may contain information that is confidential or
> privileged.  If you received this email in error, please immediately
> advise the sender by replying to this email and then delete this message
> from your system.  For further information and disclaimers that apply to
> this email, see [http://www.viacom.com/email_disclaimer.jhtml].
> 


From D.J.Rickard at brighton.ac.uk  Tue Jun 26 09:48:11 2007
From: D.J.Rickard at brighton.ac.uk (D.J.Rickard at brighton.ac.uk)
Date: Tue, 26 Jun 2007 14:48:11 +0100
Subject: [rt-users] Reducing noise in ticket history
In-Reply-To: <4680D7D3.6050209@ccdc.cam.ac.uk>
References: <4d6de31b0706220125g1ecdbf2aj2dad82c8f1837ed5@mail.gmail.com>	<2EEEB63A86187C4B9E91870B0C66AB8802F826B6@EXCHANGE1.university.brighton.ac.uk>	<4680CE27.8010107@ccdc.cam.ac.uk><4680CF5D.6090808@linuxia.de>
	<4680D7D3.6050209@ccdc.cam.ac.uk>
Message-ID: <2EEEB63A86187C4B9E91870B0C66AB8802F82AE8@EXCHANGE1.university.brighton.ac.uk>

Thanks, I'll see how that works on our install. 


 
David Rickard

-----Original Message-----
From: Toby Darling [mailto:darling at ccdc.cam.ac.uk] 
Sent: 26 June 2007 10:10
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Reducing noise in ticket history



Stefan Hornburg wrote:
> Toby Darling wrote:
>> Hi David
>>
>>> I created a thread about this in April, suggesting the history could
be
>>> collapsed.  I think there was a feeling it could be done and was
>>> desirable, but it would need someone with the time and ability to
carry
>>> it out.
>>
>> I've got a trivial (4 line) change to 
>> html/Ticket/Elements/ShowTransaction that implements this, using the 
>> existing javascript 'onClick="hideshow...' that's used to hide/show 
>> the tabs, but its based on a 3.4.1 installation. I've no idea what's 
>> required to port this to 3.6.x. Let me know if you'd like details.
> 
> Well, i would like to see details :-) as this would be a very nice
feature.

No problem. Sorry, it's a tad more involved than I remembered ...

These are diffs between /usr/share/request-tracker3.4/ and 
/usr/local/share/request-tracker3.4/ so lines starting '<' are original,

'>' are mine. I'm sure there are better / cleaner solutions, but this 
works for us.

html/Elements/Header:

65a66
 >     document.getElementById(idstring).scrollIntoView(true);
71,78c72,79
< % if ($Focus) {
< ONLOAD="
<     var tmp = (document.getElementsByName('<% $Focus %>'));
<     if (tmp.length > 0) tmp[tmp.length-1].focus();
< "
< % }
< >
< <table width="100%" border="0" cellspacing="0" cellpadding="0" 
bgcolor="#FFFFFF">
---
 > %# if ($Focus) {
 > %#ONLOAD="
 > %#var tmp = (document.getElementsByName('<% $Focus %>'));
 > %#if (tmp.length > 0) tmp[tmp.length-1].focus();
 > %#"
 > %#% }
 > %#>
 > <table width="100%" border="0" cellspacing="0" cellpadding="0" 
background="<%$RT::WebImagesURL%>/backg.gif">



html/Ticket/Elements/ShowTransaction:

47c47
< <TD rowspan="2" valign="top" bgcolor="<%$bgcolor%>"><A 
NAME="txn-<%$Transaction->Id%>" href="#txn-<%$Transaction->Id%>">#</A><%

$LastTransaction ? '<a name="lasttrans">&nbsp;</a>' : '&nbsp;' |n
%></TD>
---
 > <TD rowspan="2" valign="top" bgcolor="<%$bgcolor%>"><A 
NAME="txn-<%$Transaction->Id%>" href="#txn-<%$Transaction->Id%>" 
onClick="hideshow('<%$id%>')">#</A><% $LastTransaction ? '<a 
name="lasttrans">&nbsp;</a>' : '&nbsp;' |n %></TD>
54a55
 >
58c59
< <TR class="<% $RowNum%2 ? 'oddline' : 'evenline'%>"><TD colspan=5>
---
 > <TR class="<% $RowNum%2 ? 'oddline' : 'evenline'%>"><TD 
id="element-<%$id%>" colspan=5>
74a76
 > $DisplayPath => $RT::WebPath."/Ticket/Display.html"
85c87
<
---
 > my $id = rand(2000);
.....



From fmendez at sherritt-intl.com  Tue Jun 26 08:21:39 2007
From: fmendez at sherritt-intl.com (Mendez, Felix)
Date: Tue, 26 Jun 2007 08:21:39 -0400
Subject: [rt-users] "PerlModule" error
Message-ID: <9C2CDC14E5B4BF49BCE1A66AE9702979019E9C7A@var-exch-01.VARSHERRITTOIL.MTC.com>

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"

Please, Who can help me.

 

Thanks a lot

 

Felix

 

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From Sean.Edge at mtvnmix.com  Tue Jun 26 10:46:46 2007
From: Sean.Edge at mtvnmix.com (Edge, Sean)
Date: Tue, 26 Jun 2007 10:46:46 -0400
Subject: [rt-users] Default Time Worked
In-Reply-To: <46811CF5.9020009@yahoo.com>
References: <4680F093.8010908@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com>
	<468113AA.1010005@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78E@LAZYTOWN.mtvn.ad.viacom.com>
	<46811CF5.9020009@yahoo.com>
Message-ID: <9DB5A62CCC96094EBA95F593C589CE1638B78F@LAZYTOWN.mtvn.ad.viacom.com>

Mathew,
----------
It isn't working.  This is how I've configured it:
Description: Default Time Worked
Condition: On Create
Action: User Defined
Template: Global template: Transaction
Stage: TransactionCreate
----------

I generally use a Blank template so there's no correspondance sent when
making a change like this.

----------
Custom Condition: $self->TicketObj->SetTimeWorked(5);
Custom action preparation code:
Custom action cleanup code: return 1;
----------

This is already using an "On Create" condition so you should just put
"return 1;" in that box and move the code to the "action preparation
code".

----------
I'm wondering though, by using SetTimeWorked(5), won't I just be setting
the time to 5 regardless of the value entered in the field during a
comment or reply?
----------

The condition is set to "On Create" so it will only happen when a new
ticket is created.

----------
I think what would be preferable in the situation I'm looking at is to
have the value of the field automatically set on the comment/reply
screen rather than have the addition made upon transaction creation.
This is what I meant by a default.  Rather than present the user with a
blank field to have it populated with "5" and allow them to alter it as
necessary.
----------

You could (probably should) put a check in that Scrip to see if
TimeWorked has already been set so if someone has created a ticket with
TimeWorked it's not automatically overwritten.

The only way I could think to have the "Time Worked" field automatically
filled would be to modify the RT code or db schema, neither of which I
would recommend.

-Sean



This email (including any attachments) is for its intended-recipient's
use only. This email may contain information that is confidential or
privileged.  If you received this email in error, please immediately
advise the sender by replying to this email and then delete this message
from your system.  For further information and disclaimers that apply to
this email, see [http://www.viacom.com/email_disclaimer.jhtml].


From theillien at yahoo.com  Tue Jun 26 11:03:19 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 26 Jun 2007 11:03:19 -0400
Subject: [rt-users] Default Time Worked
In-Reply-To: <9DB5A62CCC96094EBA95F593C589CE1638B78F@LAZYTOWN.mtvn.ad.viacom.com>
References: <4680F093.8010908@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com>
	<468113AA.1010005@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78E@LAZYTOWN.mtvn.ad.viacom.com>
	<46811CF5.9020009@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78F@LAZYTOWN.mtvn.ad.viacom.com>
Message-ID: <46812AB7.1050007@yahoo.com>

Edge, Sean wrote:
> Mathew,
> ----------
> It isn't working.  This is how I've configured it:
> Description: Default Time Worked
> Condition: On Create
> Action: User Defined
> Template: Global template: Transaction
> Stage: TransactionCreate
> ----------
> 
> I generally use a Blank template so there's no correspondance sent when
> making a change like this.
> 
> ----------
> Custom Condition: $self->TicketObj->SetTimeWorked(5);
> Custom action preparation code:
> Custom action cleanup code: return 1;
> ----------
> 
> This is already using an "On Create" condition so you should just put
> "return 1;" in that box and move the code to the "action preparation
> code".
> 
> ----------
> I'm wondering though, by using SetTimeWorked(5), won't I just be setting
> the time to 5 regardless of the value entered in the field during a
> comment or reply?
> ----------
> 
> The condition is set to "On Create" so it will only happen when a new
> ticket is created.
> 
> ----------
> I think what would be preferable in the situation I'm looking at is to
> have the value of the field automatically set on the comment/reply
> screen rather than have the addition made upon transaction creation.
> This is what I meant by a default.  Rather than present the user with a
> blank field to have it populated with "5" and allow them to alter it as
> necessary.
> ----------
> 
> You could (probably should) put a check in that Scrip to see if
> TimeWorked has already been set so if someone has created a ticket with
> TimeWorked it's not automatically overwritten.
> 
> The only way I could think to have the "Time Worked" field automatically
> filled would be to modify the RT code or db schema, neither of which I
> would recommend.
> 
> -Sean
> 

I've clarified with my boss.  He does want the field to be pre-populated.
Fortunately, the local directory supports the .pm files as well.  I'll have to
tinker to find the solution.  However, if anyone has any thoughts on where I
should change this I'd appreciate it.

Mathew


From roger at computer-surgery.co.uk  Tue Jun 26 11:05:43 2007
From: roger at computer-surgery.co.uk (Roger Gammans)
Date: Tue, 26 Jun 2007 16:05:43 +0100
Subject: [rt-users] Default Time Worked
In-Reply-To: <9DB5A62CCC96094EBA95F593C589CE1638B78F@LAZYTOWN.mtvn.ad.viacom.com>
References: <4680F093.8010908@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com>
	<468113AA.1010005@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78E@LAZYTOWN.mtvn.ad.viacom.com>
	<46811CF5.9020009@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78F@LAZYTOWN.mtvn.ad.viacom.com>
Message-ID: <20070626150543.GA21731@computer-surgery.co.uk>

On Tue, Jun 26, 2007 at 10:46:46AM -0400, Edge, Sean wrote:
> Mathew,
> The only way I could think to have the "Time Worked" field automatically
> filled would be to modify the RT code or db schema, neither of which I
> would recommend.

Matt, 

Does visitng the following URL give you
what you want?

$RT_URL/Ticket/Update.html?Action=Comment&UpdateTimeWorked=5&id=$TICKETID

If so youcould change either the links in the main rt pages to append
'&UpdateTimeWorked=5' to the edit urls or or
$RTPATH/html/Ticket/Update.html to set a deafult on this variable.

($ARGS{UpdateTimeWorked} in the perl.

TTFN
-- 
Roger. 	                        Home| http://www.sandman.uklinux.net/
Master of Peng Shui.      (Ancient oriental art of Penguin Arranging)
Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/
 New key Fpr: 72AF 0ACC 9A53 E59F B1B6  DC14 1983 A13E 5C3D 3CEB 


From theillien at yahoo.com  Tue Jun 26 11:30:57 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 26 Jun 2007 11:30:57 -0400
Subject: [rt-users] Default Time Worked
In-Reply-To: <20070626150543.GA21731@computer-surgery.co.uk>
References: <4680F093.8010908@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com>
	<468113AA.1010005@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78E@LAZYTOWN.mtvn.ad.viacom.com>
	<46811CF5.9020009@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78F@LAZYTOWN.mtvn.ad.viacom.com>
	<20070626150543.GA21731@computer-surgery.co.uk>
Message-ID: <46813131.3040907@yahoo.com>

YES!!!  That's exactly what I need.  And the change worked perfectly.

Thanks
Keep up with me and what I'm up to: http://theillien.blogspot.com


Roger Gammans wrote:
> On Tue, Jun 26, 2007 at 10:46:46AM -0400, Edge, Sean wrote:
>> Mathew,
>> The only way I could think to have the "Time Worked" field automatically
>> filled would be to modify the RT code or db schema, neither of which I
>> would recommend.
> 
> Matt, 
> 
> Does visitng the following URL give you
> what you want?
> 
> $RT_URL/Ticket/Update.html?Action=Comment&UpdateTimeWorked=5&id=$TICKETID
> 
> If so youcould change either the links in the main rt pages to append
> '&UpdateTimeWorked=5' to the edit urls or or
> $RTPATH/html/Ticket/Update.html to set a deafult on this variable.
> 
> ($ARGS{UpdateTimeWorked} in the perl.
> 
> TTFN


From avo at trustsec.de  Tue Jun 26 11:41:52 2007
From: avo at trustsec.de (Andreas =?iso-8859-1?Q?V=F6gele?=)
Date: Tue, 26 Jun 2007 17:41:52 +0200
Subject: [rt-users] Re: Default Time Worked
References: <4680F093.8010908@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com>
	<468113AA.1010005@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78E@LAZYTOWN.mtvn.ad.viacom.com>
	<46811CF5.9020009@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78F@LAZYTOWN.mtvn.ad.viacom.com>
	<46812AB7.1050007@yahoo.com>
Message-ID: <87ir9ayb7j.fsf@solon.arundel.trustsec.de>

Mathew Snyder writes:

> I've clarified with my boss.  He does want the field to be
> pre-populated.  [...]

If the string '&UpdateTimeWorked=5' is added to the update URL,
e.g. https://www.example.com/rt/Ticket/Update.html?Action=Comment&id=50&UpdateTimeWorked=5,
the field will be pre-populated.

I.e. if you copy html/Ticket/Update.html to your local directory and
replace 'value="<% $ARGS{UpdateTimeWorked} %>"' with 'value="5"' the
field will always be pre-populated.

I haven't figured out how to set a default value for UpdateTimeWorked
though.  The field won't be pre-populated if you add
'$UpdateTimeWorked => "5"' to the %ARGS section at the bottom of
Update.html.



From theillien at yahoo.com  Tue Jun 26 12:20:01 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 26 Jun 2007 12:20:01 -0400
Subject: [rt-users] Possible bug? Change CF type
Message-ID: <46813CB1.70504@yahoo.com>

I need to change a CF type from Select One to Combobox.  When I make the change
in the configuration it comes back saying "CustomField Environment: That is
already the current value".  When I go to test the changes the type is changed
from Select One to Enter One Value.  I'm not given the option of either entering
a value or selecting from a dropdown.  How do I make this change?  Or is this a bug?

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From Steve.Anderson at bipsolutions.com  Tue Jun 26 11:17:59 2007
From: Steve.Anderson at bipsolutions.com (Steve Anderson)
Date: Tue, 26 Jun 2007 16:17:59 +0100
Subject: [rt-users] Default Time Worked
References: <4680F093.8010908@yahoo.com><9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com><468113AA.1010005@yahoo.com><9DB5A62CCC96094EBA95F593C589CE1638B78E@LAZYTOWN.mtvn.ad.viacom.com>
	<46811CF5.9020009@yahoo.com>
Message-ID: <F30CB8C5AB1C7E438852B9F1000EBFD60417A6D6@mailx07.virtual-email.net>

What you have there won't work, as it's using what you want to do, as
it's condition on if it should work or not.

In addition, create isn't fired, when someone adds a comment, or reply.
If you were to add a condition for those, it would add 5 to the time
worked, no matter what someone put in on the reply, however, this would
be in addition to what they put in.


You'll have to take a copy of Update.html from /rt3/share/html/Ticket
and put it into local/html/Ticket and update it there.

Steve Anderson




-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew
Snyder
Sent: 26 June 2007 15:05
To: Edge, Sean
Cc: RT Users
Subject: Re: [rt-users] Default Time Worked

It isn't working.  This is how I've configured it:
Description: Default Time Worked
Condition: On Create
Action: User Defined
Template: Global template: Transaction
Stage: TransactionCreate

Custom Condition: $self->TicketObj->SetTimeWorked(5);
Custom action preparation code:
Custom action cleanup code: return 1;

I'm wondering though, by using SetTimeWorked(5), won't I just be setting
the
time to 5 regardless of the value entered in the field during a comment
or reply?

I think what would be preferable in the situation I'm looking at is to
have the
value of the field automatically set on the comment/reply screen rather
than
have the addition made upon transaction creation.  This is what I meant
by a
default.  Rather than present the user with a blank field to have it
populated
with "5" and allow them to alter it as necessary.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Edge, Sean wrote:
> Oh, sorry, I thought that's what you were asking.
> 
> If you just want it to start at 5 minutes by default you can simply
make
> the condition "On Create" and just make the action:
> $self->TicketObj->SetTimeWorked(5);
> return 1;
> 
> Any new ticket in any Queue (provided you make it a Global Scrip)
would,
> on creation, have 5 minutes in the TimeWorked field.
> 
> -Sean 
> 
> -----Original Message-----
> From: Mathew Snyder [mailto:theillien at yahoo.com] 
> Sent: Tuesday, June 26, 2007 9:25 AM
> To: Edge, Sean
> Cc: RT Users
> Subject: Re: [rt-users] Default Time Worked
> 
> That will be good plan "B".  I'll have to clarify with the powers that
> be what they want because we want the ticket to start at 5 and go up
as
> people add time.
>  Not necessarily go up by 5 each time.  Although, that might actually
> make more sense just in case people forget to add any time anyway.
> 
> Thanks.  I'll keep your suggestion in mind.  :)
> 
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
> Edge, Sean wrote:
>> Mathew,
>> You could accomplish this using a Scrip with conditions "On Comment" 
>> and "On Correspond".  Then just grab the current Time Worked, 
>> increment by 5 and update the db field.  So something like this might

>> work for your custom Scrip Action:
>> my $temp = $self->TicketObj->TimeWorked; $temp += 5; 
>> $self->TicketObj->SetTimeWorked($temp);
>> return 1;
>>
>>
>> -Sean
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew

>> Snyder
>> Sent: Tuesday, June 26, 2007 6:55 AM
>> To: RT Users
>> Subject: [rt-users] Default Time Worked
>>
>> Due to the nature of our beast, we need to default the Time Worked 
>> value to 5 on replies and comments.  Anyone know where I go to look
at
> this?
>> --
>> Keep up with me and what I'm up to: http://theillien.blogspot.com 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support:
>> sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>> This email (including any attachments) is for its
intended-recipient's
> 
>> use only. This email may contain information that is confidential or 
>> privileged.  If you received this email in error, please immediately 
>> advise the sender by replying to this email and then delete this 
>> message from your system.  For further information and disclaimers 
>> that apply to this email, see
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> 
> 
> 
> This email (including any attachments) is for its intended-recipient's
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From theillien at yahoo.com  Tue Jun 26 13:17:16 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 26 Jun 2007 13:17:16 -0400
Subject: [rt-users] Time Left 
Message-ID: <46814A1C.5000404@yahoo.com>

Has anyone set up the Time Left field to auto-populate based on the Due Date?
I'm trying to figure out how to best go about this.

I'm thinking that I could updated it similar to how the priority gets escalated
every night when either the rt-crontool or rt-escalate runs.  However, it would
be nice to have it set up to update every hour if I displayed days - hours or
what have you.

If anyone could offer some thoughts if they've done it themselves I'd appreciate it.

Thanks
Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com


From mgilstrap at rw3.com  Tue Jun 26 14:01:34 2007
From: mgilstrap at rw3.com (Matt Gilstrap)
Date: Tue, 26 Jun 2007 11:01:34 -0700
Subject: [rt-users] Mandatory Subject Field
Message-ID: <F2669D833151474382A815230162EF35EE07B4@EXVBE014-13.exch014.msoutlookonline.net>

Does anyone know how to make the Subject a mandatory field when creating
a ticket through the web interface?  It seems that people around here
forget to fill in some fields.

 

Matt

 

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From JStark at sumtotalsystems.com  Tue Jun 26 14:21:57 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Tue, 26 Jun 2007 11:21:57 -0700
Subject: [rt-users] Mandatory Subject Field
In-Reply-To: <F2669D833151474382A815230162EF35EE07B4@EXVBE014-13.exch014.msoutlookonline.net>
References: <F2669D833151474382A815230162EF35EE07B4@EXVBE014-13.exch014.msoutlookonline.net>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03B924B0@mtn-exch1.sumtotalsystems.com>

The code is in Ticket_Overlay.pm you should create Ticket_Local.pm and
update the "Create" sub routine.
 
 
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).
 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
Gilstrap
Sent: Tuesday, June 26, 2007 2:02 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Mandatory Subject Field



Does anyone know how to make the Subject a mandatory field when creating
a ticket through the web interface?  It seems that people around here
forget to fill in some fields.

 

Matt

 

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From theillien at yahoo.com  Tue Jun 26 14:30:58 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 26 Jun 2007 14:30:58 -0400
Subject: [rt-users] Time Left
In-Reply-To: <46814A1C.5000404@yahoo.com>
References: <46814A1C.5000404@yahoo.com>
Message-ID: <46815B62.4090504@yahoo.com>

Correction:

As Time Left is in minutes, all I need to figure out is how to set it initially.
 I would assume that I need to grab the due date and Diff it with the current
time.  However, the scrip I've cobbled together clearly isn't the way to do it
as it doesn't work ;)

Condition: On Create
Action: User Defined
Template: Global template: Blank

Custom action preparation code:
my $date = new RT::Date($self->CurrentUser);
$date->Set(Format => 'unix', Value => time);
my $dueIn = DiffAsString($date);

$self->TicketObj->SetTimeLeft($dueIn);

Maybe my logic is flawed.  Or it could be that I've never actually written a
scrip before so I'm likely screwing it all up.  Either way, any help will be
appreciated.

Thanks
Mathew
Keep up with me and what I'm up to: http://theillien.blogspot.com


Mathew Snyder wrote:
> Has anyone set up the Time Left field to auto-populate based on the Due Date?
> I'm trying to figure out how to best go about this.
> 
> I'm thinking that I could updated it similar to how the priority gets escalated
> every night when either the rt-crontool or rt-escalate runs.  However, it would
> be nice to have it set up to update every hour if I displayed days - hours or
> what have you.
> 
> If anyone could offer some thoughts if they've done it themselves I'd appreciate it.
> 
> Thanks
> Mathew


From KFCrocker at lbl.gov  Tue Jun 26 15:09:36 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 26 Jun 2007 12:09:36 -0700
Subject: [rt-users] Trouble with CF display
Message-ID: <46816470.20508@lbl.gov>

To all,


	I have a Custom Field called "QA Started" and I am setting it to 
$cf_value = localtime; in a scrip. When the scrip runs that updates this 
field, it seems to work. When I look at the content of the DataBase 
record ObjectCustomFieldValue for the ticket, it shows the current date 
& time, just like I want. However, when I display the ticket, the CF 
shows nothing. How come it shows in the DataBase but not in the ticket 
display? I have the CF set as "enter one value" and "applies to 
tickets". The CF is applied to the Queue the ticket is in. Any ideas?


Kenn
LBNL


From roger at computer-surgery.co.uk  Tue Jun 26 15:21:58 2007
From: roger at computer-surgery.co.uk (Roger Gammans)
Date: Tue, 26 Jun 2007 20:21:58 +0100
Subject: [rt-users] Re: Default Time Worked
In-Reply-To: <87ir9ayb7j.fsf@solon.arundel.trustsec.de>
References: <4680F093.8010908@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78D@LAZYTOWN.mtvn.ad.viacom.com>
	<468113AA.1010005@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78E@LAZYTOWN.mtvn.ad.viacom.com>
	<46811CF5.9020009@yahoo.com>
	<9DB5A62CCC96094EBA95F593C589CE1638B78F@LAZYTOWN.mtvn.ad.viacom.com>
	<46812AB7.1050007@yahoo.com>
	<87ir9ayb7j.fsf@solon.arundel.trustsec.de>
Message-ID: <20070626192157.GA10866@computer-surgery.co.uk>

On Tue, Jun 26, 2007 at 05:41:52PM +0200, Andreas V?gele wrote:
> I haven't figured out how to set a default value for UpdateTimeWorked
> though.  The field won't be pre-populated if you add
> '$UpdateTimeWorked => "5"' to the %ARGS section at the bottom of
> Update.html.

>From the  O'reilly  book on Mason:-
    Any assignment of defaults in the <%args> block is not visible
    in %ARGS
    
What I'd do to set the default (untested) would be to add something
like:-

<%perl>
  if (not defined $ARGS{UpdateTimeWorked} ) {
  	$ARGS{UpdateTimeWorked}=5;
  }
</%perl>
   
at the top of the file.
   
TTFN
-- 
Roger. 	                        Home| http://www.sandman.uklinux.net/
Master of Peng Shui.      (Ancient oriental art of Penguin Arranging)
Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/
 New key Fpr: 72AF 0ACC 9A53 E59F B1B6  DC14 1983 A13E 5C3D 3CEB 


From sebsua at gmail.com  Tue Jun 26 19:42:02 2007
From: sebsua at gmail.com (sebsua at gmail.com)
Date: Tue, 26 Jun 2007 20:42:02 -0300
Subject: [rt-users] FW: Ticket Report We Use
In-Reply-To: <7314881427FC8A4081673E8CEEA79249044E3D85@EXMIAMI01.compupay.com>
References: <7314881427FC8A4081673E8CEEA79249044E3D85@EXMIAMI01.compupay.com>
Message-ID: <1182901322.2240.1.camel@dell-sebastian>

Anyone worked on JasperReports and RT?

El Jue, 21-06-2007 a las 12:17 -0400, Helmuth Ramirez escribi?:
> Hi everyone, here is what I was told by the person who created the
> report, I hope this helps:
> 
> 
> In crystal, they have to go to Database>Set Location, click on each of
> the tables then "set location" and find the database/table.  This
> remaps the tables to their database and they should be able to run the
> report.
> 
> 
> 
> 
> Nick Del Carpio
> CompuPay
> IT HelpDesk
> 3450 Lakeside Dr.
> Suite 400
> Miramar, FL 33027
> 954-874-4888
> 
> 
> 
> -----Original Message-----
> From: sebsua at gmail.com
> To: Helmuth Ramirez
> CC: kelly.terry.jones at gmail.com; rt-users at bestpractical.com; Jesse
> Vincent
> Sent: Wed Jun 20 09:56:29 2007
> Subject: Re: [rt-users] FW: Ticket Report We Use
> 
> El Mar, 19-06-2007 a las 16:12 -0400, Helmuth Ramirez escribi?:
> > Ok, here is the report we use, something simple that perhaps the
> > community can build upon.
> 
> Helmuth, can you point us in the right direction on how to get this
> report running on our RT?
> 
> Thx
> Seb.-
> 
> 
> 
> 
>  
> 
> 
> 
> ______________________________________________________________________
> 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  Tue Jun 26 21:54:50 2007
From: slackamp at gmail.com (slamp slamp)
Date: Tue, 26 Jun 2007 21:54:50 -0400
Subject: [rt-users] modifying group or queues
Message-ID: <78926d250706261854p60c682a5n4174268b419e82c7@mail.gmail.com>

i am stumped. i have granted all rights to a group and all rights to a
user belonging to that group within the queue and when i log in as
that user there is no place to modify the group or the queue. where do
i go?

i did this in:

configuration -> groups -> groupname -> group rights
configuration -> groups -> groupname -> user rights

configuration -> queue -> queuename -> group rights
configuration -> queue -> queuename -> user rights

when i log in as a super user, i can click on configuration and modify
what i need but when i log in as another user that is not a super
user, i do not know where i can modify the group or queue. the manual
states that i should be able to modify queue/group when i grant the
rights which i did.

any help is greatly appreciated.


From slackamp at gmail.com  Tue Jun 26 22:04:47 2007
From: slackamp at gmail.com (slamp slamp)
Date: Tue, 26 Jun 2007 22:04:47 -0400
Subject: [rt-users] modifying group or queues
In-Reply-To: <78926d250706261854p60c682a5n4174268b419e82c7@mail.gmail.com>
References: <78926d250706261854p60c682a5n4174268b419e82c7@mail.gmail.com>
Message-ID: <78926d250706261904x8c173can4ff62ccafa8d9193@mail.gmail.com>

does it have to be global for this to work?

On 6/26/07, slamp slamp <slackamp at gmail.com> wrote:
> i am stumped. i have granted all rights to a group and all rights to a
> user belonging to that group within the queue and when i log in as
> that user there is no place to modify the group or the queue. where do
> i go?
>
> i did this in:
>
> configuration -> groups -> groupname -> group rights
> configuration -> groups -> groupname -> user rights
>
> configuration -> queue -> queuename -> group rights
> configuration -> queue -> queuename -> user rights
>
> when i log in as a super user, i can click on configuration and modify
> what i need but when i log in as another user that is not a super
> user, i do not know where i can modify the group or queue. the manual
> states that i should be able to modify queue/group when i grant the
> rights which i did.
>
> any help is greatly appreciated.
>


From rwcanary at ocdirect.net  Tue Jun 26 22:52:43 2007
From: rwcanary at ocdirect.net (Robert Canary)
Date: Tue, 26 Jun 2007 21:52:43 -0500
Subject: [rt-users] New Installation
In-Reply-To: <589c94400706221549p25455cb2v7053a15f7d499c9c@mail.gmail.com>
References: <467C3A7D.4040306@ocdirect.net>	<589c94400706221549p25455cb2v7053a15f7d499c9c@mail.gmail.com>
Message-ID: <4681D0FB.2070703@ocdirect.net>

Thanks Ruslan,

Sorry for the delay I was called out of the office on some trouble tickets.

Here is what I put in the httpd.conf

<VirtualHost *:4400>
    ServerName mchn37.ocdirect.net
    ServerAdmin rwcanary at ocdirect.net
    DocumentRoot /opt/rt3/share/html
    ErrorLog /var/log/rt/rt-web-error.log
    CustomLog /var/log/rt/rt-web-access.log common
    AddDefaultCharset UTF-8

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    <Location />
     SetHandler perl-script
     PerlHandler RT::Mason
    </Location>
</VirtualHost>

I do have an Apache2.pm as well as a apache.pm, I did a symlink to the
apache.pm and but now it is complaining that the mod_perl is pre 1.99.

This is a fresh RHEL 4 with all updates, it was my understanding the
httpd *is* apache2 and has been built with mod_perl2.  At least that is
what the docs say.

thanks agian
--
robert


Ruslan Zakirov wrote:
> On 6/23/07, Robert Canary <rwcanary at ocdirect.net> wrote:
>> I figure this to be more of a Perl Question..
>>
>> I have read the archives and queried for the infamous "Can't locate
>> Apache.pm",  while I found few matches I did really find what I was
>> looking for either.
>>
>> RHEL 4
>> This RT 3.4.5
>> Apache 2.0.52
>> Perl 5.8.5
>>
>> However, if I run RT using the standalone script it works fine, which
>> tells me it is an apache thing.
>> Apache.pm dose exist.  However, the @INC apparently isn't picking it up.
>>
>> Exactly what do I need to reinstall to get this corrected?  Apache has
>> been completely gutted and reinstalled.  What perl module am I looking
>> for to reinstall?  All the testdeps are showing everything is there.
> Apache.pm is part of mod_perl, you have to decide if you want mod_perl
> or FastCGI. In the latter case you don't need Apache.pm. As you're
> using apache2 then you need mod_perl2 too, but afaik it has Apache2.pm
> instead, so it's not clear why anything complaining about Apache.pm.
>
> Could you share relevant part of apache's config?
>
>>
>> Second thing is:  How do you tell the standalone script to use a
>> different port, besides 8080?
> ./bin/standalone_httpd 8000
>
>>
>> thanks in advance
>> -- 
>> robert
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>



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

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


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






From JoopvandeWege at mococo.nl  Wed Jun 27 02:20:30 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 27 Jun 2007 08:20:30 +0200
Subject: [rt-users] FW: Ticket Report We Use
In-Reply-To: <1182901322.2240.1.camel@dell-sebastian>
References: <7314881427FC8A4081673E8CEEA79249044E3D85@EXMIAMI01.compupay.com>
	<1182901322.2240.1.camel@dell-sebastian>
Message-ID: <468201AE.5040605@mococo.nl>

sebsua at gmail.com wrote:
> Anyone worked on JasperReports and RT?
Yes, I created a  report to count the hours spend by queue by staff 
member per month.I'm  using iReports which is using JasperReports as its 
engine I believe.

Joop





From avo at trustsec.de  Wed Jun 27 03:38:04 2007
From: avo at trustsec.de (Andreas =?iso-8859-1?Q?V=F6gele?=)
Date: Wed, 27 Jun 2007 09:38:04 +0200
Subject: [rt-users] Re: Mandatory Subject Field
References: <F2669D833151474382A815230162EF35EE07B4@EXVBE014-13.exch014.msoutlookonline.net>
Message-ID: <87abulvodf.fsf@solon.arundel.trustsec.de>

Matt Gilstrap writes:

> Does anyone know how to make the Subject a mandatory field when
> creating a ticket through the web interface?  It seems that people
> around here forget to fill in some fields.

A JavaScript based solution is described in RT's wiki:
http://wiki.bestpractical.com/view/MandatorySubject



From gilhoole at buffalo.edu  Wed Jun 27 06:42:48 2007
From: gilhoole at buffalo.edu (Gilhooley, Dennis)
Date: Wed, 27 Jun 2007 06:42:48 -0400
Subject: [rt-users] RT 3.6.3 and Oracle 10g
In-Reply-To: <87abulvodf.fsf@solon.arundel.trustsec.de>
References: <F2669D833151474382A815230162EF35EE07B4@EXVBE014-13.exch014.msoutlookonline.net>
	<87abulvodf.fsf@solon.arundel.trustsec.de>
Message-ID: <47712B5D8D3E274682275E3F64B0E677037ACCFF@ubitmb-cc1.itorg.ad.buffalo.edu>


	Greetings!

	We are running RT 3.6.3 and are using Oracle 9i as our back end
database.  We are getting ready for an upgrade of all of our Oracle
Instances to Oracle 10g.  I am wondering if Oracle 10g is an "officially
supported" backend database for rt 3.6.3.

	From the RT User Manual, I see:

===============================================================

Database backend

RT stores data in database, you can choose one database management
system(DBMS):

    * We recommend MySQL 4.0.18 or newer *with support for InnoDB*.
    * PostgreSQL 7.4 or later will also work
    * Oracle 9iR2 or newer 

===============================================================

	I just want to make sure the "or newer" includes Oracle 10g.

	Thanks,

	Denny

----------------------------------------------------------------------
Dennis P. Gilhooley           
State University of New York at Buffalo
Administrative Computing Services     email: gilhoole at buffalo.edu
215 MFAC, Ellicott Complex            Tel: 716-645-3587 ext. 7006
Buffalo, NY  14261-0016               Fax: 716-645-3588
http://wings.buffalo.edu/~gilhoole
----------------------------------------------------------------------


From JoopvandeWege at mococo.nl  Wed Jun 27 08:45:47 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 27 Jun 2007 14:45:47 +0200
Subject: [rt-users] RT 3.6.3 and Oracle 10g
In-Reply-To: <47712B5D8D3E274682275E3F64B0E677037ACCFF@ubitmb-cc1.itorg.ad.buffalo.edu>
References: <F2669D833151474382A815230162EF35EE07B4@EXVBE014-13.exch014.msoutlookonline.net>	<87abulvodf.fsf@solon.arundel.trustsec.de>
	<47712B5D8D3E274682275E3F64B0E677037ACCFF@ubitmb-cc1.itorg.ad.buffalo.edu>
Message-ID: <46825BFB.8030209@mococo.nl>

Gilhooley, Dennis wrote:
> 	Greetings!
> 
> 	We are running RT 3.6.3 and are using Oracle 9i as our back end
> database.  We are getting ready for an upgrade of all of our Oracle
> Instances to Oracle 10g.  I am wondering if Oracle 10g is an "officially
> supported" backend database for rt 3.6.3.
> 
> 	From the RT User Manual, I see:
> 
> ===============================================================
> 
> Database backend
> 
> RT stores data in database, you can choose one database management
> system(DBMS):
> 
>     * We recommend MySQL 4.0.18 or newer *with support for InnoDB*.
>     * PostgreSQL 7.4 or later will also work
>     * Oracle 9iR2 or newer 
> 
> ===============================================================
> 
> 	I just want to make sure the "or newer" includes Oracle 10g.
I have been running Oracle XE for the last 15months I haven't had a 
problem sofar.

Joop



From sturner at MIT.EDU  Wed Jun 27 08:54:47 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 27 Jun 2007 08:54:47 -0400
Subject: [rt-users] modifying group or queues
In-Reply-To: <78926d250706261854p60c682a5n4174268b419e82c7@mail.gmail.co
 m>
References: <78926d250706261854p60c682a5n4174268b419e82c7@mail.gmail.com>
Message-ID: <6.2.3.4.2.20070627085345.03e31528@po14.mit.edu>

At Tuesday 6/26/2007 09:54 PM, slamp slamp wrote:
>i am stumped. i have granted all rights to a group and all rights to a
>user belonging to that group within the queue and when i log in as
>that user there is no place to modify the group or the queue. where do
>i go?

You'll also need to go to global group rights and grant 
"ShowConfigTab" to the appropriate groups.

Steve 



From kamber.dalal at verizonbusiness.com  Wed Jun 27 09:14:21 2007
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber))
Date: Wed, 27 Jun 2007 13:14:21 +0000
Subject: [rt-users] CC field addressee does not get message
Message-ID: <B9C3DB5A5ABC7442A67E728E52EFF68F99CE98@ASHEVS007.mcilink.com>

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
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From mauro.cafiero at pirelli.com  Wed Jun 27 09:07:49 2007
From: mauro.cafiero at pirelli.com (Cafiero Mauro, IT)
Date: Wed, 27 Jun 2007 15:07:49 +0200
Subject: [rt-users] RT 3.6.3 and Oracle 10g
In-Reply-To: <46825BFB.8030209@mococo.nl>
Message-ID: <AB0F66CC57B4E342ADFDC66D41A9CB500292A4FA@xch055it.emea.group.pirelli.com>

We use RT 3.4.5 with oracle 10g on suse 10 64bit. The server is on-line since last november without any problem.

Mauro




-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joop
Sent: Wednesday, June 27, 2007 14:46
To: Gilhooley, Dennis
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] RT 3.6.3 and Oracle 10g

Gilhooley, Dennis wrote:
> 	Greetings!
> 
> 	We are running RT 3.6.3 and are using Oracle 9i as our back end
> database.  We are getting ready for an upgrade of all of our Oracle
> Instances to Oracle 10g.  I am wondering if Oracle 10g is an "officially
> supported" backend database for rt 3.6.3.
> 
> 	From the RT User Manual, I see:
> 
> ===============================================================
> 
> Database backend
> 
> RT stores data in database, you can choose one database management
> system(DBMS):
> 
>     * We recommend MySQL 4.0.18 or newer *with support for InnoDB*.
>     * PostgreSQL 7.4 or later will also work
>     * Oracle 9iR2 or newer 
> 
> ===============================================================
> 
> 	I just want to make sure the "or newer" includes Oracle 10g.
I have been running Oracle XE for the last 15months I haven't had a 
problem sofar.

Joop

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From bjoern.schulz at desy.de  Wed Jun 27 09:35:27 2007
From: bjoern.schulz at desy.de (Bjoern Schulz)
Date: Wed, 27 Jun 2007 15:35:27 +0200
Subject: [rt-users] CC field addressee does not get message
In-Reply-To: <B9C3DB5A5ABC7442A67E728E52EFF68F99CE98@ASHEVS007.mcilink.com>
References: <B9C3DB5A5ABC7442A67E728E52EFF68F99CE98@ASHEVS007.mcilink.com>
Message-ID: <4682679F.4070407@desy.de>

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



From bjoern.schulz at desy.de  Wed Jun 27 10:02:08 2007
From: bjoern.schulz at desy.de (Bjoern Schulz)
Date: Wed, 27 Jun 2007 16:02:08 +0200
Subject: [rt-users] problem with searchbuilder
Message-ID: <46826DE0.2010207@desy.de>

hi everyone!

we have a problem with searchbuilder.

CONFIG:
we use
RHEL 4
rt 3.6.3
mysql 4.1.20-2.RHEL4.1
  DBD::mysql v2.9004;
  DBI v1.40;
  DBIx::SearchBuilder v1.48;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;


PROBLEM
This search
Queue = 'general' AND Content LIKE 'firefox' AND Content LIKE
'netinstall' AND Created > '2007-1-1'

creates this error
System error
error:  	Unsatisfied dependency chain in joins Attachments_2 
Transactions_1 at

more details at the end of this mail.



any hints are appreciated!

bjoern

Bj?rn Schulz                    DESY - Deutsches Elektronen-Synchrotron
IT Support                          Member of the Helmholtz Association
D-22603 Hamburg                        Notkestrasse 85  / 22607 Hamburg



System error
error:  	Unsatisfied dependency chain in joins Attachments_2 
Transactions_1 at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 1045.
context:  	
...  	
1041:  	
1042:  	# here we could check if there is recursion in joins by checking 
that all joins
1043:  	# are processed
1044:  	if ( my @not_processed = grep !$processed{ $_ }, keys %$joins ) {
1045:  	die "Unsatisfied dependency chain in joins @not_processed";
1046:  	}
1047:  	return $join_clause;
1048:  	}
1049:  	
...  	
code stack: 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm:1045
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm:353
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm:462
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm:293
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm:1432
/opt/rt3/lib/RT/Tickets_Overlay.pm:2515
/opt/rt3/share/html/Search/Results.html:144
/opt/rt3/share/html/Search/Build.html:777
/opt/rt3/share/html/autohandler:292

raw error:
Unsatisfied dependency chain in joins Attachments_2 Transactions_1 at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 1045.


Trace begun at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Exceptions.pm 
line 129
HTML::Mason::Exceptions::rethrow_exception('Unsatisfied dependency chain 
in joins Attachments_2 Transactions_1 at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 
1045.^J') called at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 1045
DBIx::SearchBuilder::Handle::_BuildJoins('RT::Handle=HASH(0xa7a9f18)', 
'RT::Tickets=HASH(0xba66a78)') called at 
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm line 353
DBIx::SearchBuilder::_BuildJoins('RT::Tickets=HASH(0xba66a78)') called 
at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm line 462
DBIx::SearchBuilder::BuildSelectCountQuery('RT::Tickets=HASH(0xba66a78)') 
called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm line 293
DBIx::SearchBuilder::_DoCount('RT::Tickets=HASH(0xba66a78)', 1) called 
at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm line 1432
DBIx::SearchBuilder::CountAll('RT::Tickets=HASH(0xba66a78)') called at 
/opt/rt3/lib/RT/Tickets_Overlay.pm line 2515
RT::Tickets::CountAll('RT::Tickets=HASH(0xba66a78)') called at 
/opt/rt3/share/html/Search/Results.html line 144
HTML::Mason::Commands::__ANON__('Query', ' Queue = \'general\' AND 
Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created > 
\'2007-1-1\'', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priority__\',^J\'__NEWLINE__\',^J\'\',^J\'<small>__Requestors__</small>\',^J\'<small>__CreatedRelative__</small>\',^J\'<small>__ToldRelative__</small>\',^J\'<small>__LastUpdatedRelative__</small>\',^J\'<small>__TimeLeft__</small>\'', 
'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||', 'Rows', 0) called at 
/usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb1c2c14)', 
'Query', ' Queue = \'general\' AND Content LIKE \'firefox\' AND Content 
LIKE \'netinstall\' AND Created > \'2007-1-1\'', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priority__\',^J\'__NEWLINE__\',^J\'\',^J\'<small>__Requestors__</small>\',^J\'<small>__CreatedRelative__</small>\',^J\'<small>__ToldRelative__</small>\',^J\'<small>__LastUpdatedRelative__</small>\',^J\'<small>__TimeLeft__</small>\'', 
'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||', 'Rows', 0) called at 
/usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, 'Query', ' Queue = \'general\' 
AND Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created 
 > \'2007-1-1\'', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priority__\',^J\'__NEWLINE__\',^J\'\',^J\'<small>__Requestors__</small>\',^J\'<small>__CreatedRelative__</small>\',^J\'<small>__ToldRelative__</small>\',^J\'<small>__LastUpdatedRelative__</small>\',^J\'<small>__TimeLeft__</small>\'', 
'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||', 'Rows', 0) called at 
/opt/rt3/share/html/Search/Build.html line 777
HTML::Mason::Commands::__ANON__('ActorOp', '=', 'AndOr', 'AND', 
'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<', 
'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 
'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner', 
'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '', 
'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND 
Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created > 
\'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search', 
'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', 
'=', 'Title', '', 'Order', 'ARRAY(0xb9402c4)', 'AttachmentField', 
'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField', 
'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', 
'', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField', 
'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 
'DateOp', '<', 'OrderBy', 'ARRAY(0xbaf1540)', 'Description', '') called 
at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb3ac21c)', 
'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 
'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<', 
'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 
'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner', 
'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '', 
'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND 
Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created > 
\'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search', 
'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', 
'=', 'Title', '', 'Order', 'ARRAY(0xb9402c4)', 'AttachmentField', 
'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField', 
'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', 
'', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField', 
'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 
'DateOp', '<', 'OrderBy', 'ARRAY(0xbaf1540)', 'Description', '') called 
at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm line 1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'ActorOp', '=', 'AndOr', 
'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<', 
'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 
'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner', 
'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '', 
'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND 
Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created > 
\'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search', 
'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', 
'=', 'Title', '', 'Order', 'ARRAY(0xb9402c4)', 'AttachmentField', 
'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField', 
'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', 
'', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField', 
'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 
'DateOp', '<', 'OrderBy', 'ARRAY(0xbaf1540)', 'Description', '') called 
at /opt/rt3/share/html/autohandler line 292
HTML::Mason::Commands::__ANON__('ActorOp', '=', 'AndOr', 'AND', 
'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<', 
'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 
'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner', 
'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '', 
'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND 
Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created > 
\'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search', 
'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', 
'=', 'Title', '', 'Order', 'ARRAY(0xbac9edc)', 'AttachmentField', 
'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField', 
'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', 
'', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField', 
'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 
'DateOp', '<', 'OrderBy', 'ARRAY(0xb917420)', 'Description', '') called 
at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaaa676c)', 
'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 
'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<', 
'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 
'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner', 
'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '', 
'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND 
Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created > 
\'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search', 
'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', 
'=', 'Title', '', 'Order', 'ARRAY(0xbac9edc)', 'AttachmentField', 
'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField', 
'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', 
'', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField', 
'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 
'DateOp', '<', 'OrderBy', 'ARRAY(0xb917420)', 'Description', '') called 
at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm line 1246
eval {...} at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm 
line 1245
HTML::Mason::Request::comp(undef, undef, undef, 'ActorOp', '=', 'AndOr', 
'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a 
href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a 
href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'', 
'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<', 
'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 
'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner', 
'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '', 
'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND 
Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created > 
\'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search', 
'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', 
'=', 'Title', '', 'Order', 'ARRAY(0xbac9edc)', 'AttachmentField', 
'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField', 
'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue', 
'', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField', 
'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 
'DateOp', '<', 'OrderBy', 'ARRAY(0xb917420)', 'Description', '') called 
at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm 
line 459
eval {...} at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm 
line 411
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb926644)') 
called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ApacheHandler.pm 
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb926644)') 
called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ApacheHandler.pm 
line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x948662c)', 
'Apache2::RequestRec=SCALAR(0xbb4193c)') called at 
/opt/rt3/bin/webmux.pl line 123
eval {...} at /opt/rt3/bin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbb4193c)') called at -e 
line 0
eval {...} at -e line 0


From jbrodley at sumtotalsystems.com  Wed Jun 27 10:10:28 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Wed, 27 Jun 2007 07:10:28 -0700
Subject: [rt-users] RT 3.6.3 and Oracle 10g
In-Reply-To: <46825BFB.8030209@mococo.nl>
References: <F2669D833151474382A815230162EF35EE07B4@EXVBE014-13.exch014.msoutlookonline.net>	<87abulvodf.fsf@solon.arundel.trustsec.de><47712B5D8D3E274682275E3F64B0E677037ACCFF@ubitmb-cc1.itorg.ad.buffalo.edu>
	<46825BFB.8030209@mococo.nl>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04785A2F@blv-exch1.sumtotalsystems.com>

Were also running oracle 10g, and other then a few minor hiccups (mostly due to lack of internal oracle support) we've been very pleased with the solution.



Justin Brodley?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joop
Sent: Wednesday, June 27, 2007 5:46 AM
To: Gilhooley, Dennis
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] RT 3.6.3 and Oracle 10g

Gilhooley, Dennis wrote:
> 	Greetings!
> 
> 	We are running RT 3.6.3 and are using Oracle 9i as our back end
> database.  We are getting ready for an upgrade of all of our Oracle
> Instances to Oracle 10g.  I am wondering if Oracle 10g is an "officially
> supported" backend database for rt 3.6.3.
> 
> 	From the RT User Manual, I see:
> 
> ===============================================================
> 
> Database backend
> 
> RT stores data in database, you can choose one database management
> system(DBMS):
> 
>     * We recommend MySQL 4.0.18 or newer *with support for InnoDB*.
>     * PostgreSQL 7.4 or later will also work
>     * Oracle 9iR2 or newer 
> 
> ===============================================================
> 
> 	I just want to make sure the "or newer" includes Oracle 10g.
I have been running Oracle XE for the last 15months I haven't had a 
problem sofar.

Joop

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From ruz at bestpractical.com  Wed Jun 27 10:25:33 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 27 Jun 2007 18:25:33 +0400
Subject: [rt-users] problem with searchbuilder
In-Reply-To: <46826DE0.2010207@desy.de>
References: <46826DE0.2010207@desy.de>
Message-ID: <589c94400706270725v19c81516x284aa679883da17a@mail.gmail.com>

The problem's been fixed in 3.6.4rc2 or as workaround you can
downgrade to SearchBuilder 1.45

On 6/27/07, Bjoern Schulz <bjoern.schulz at desy.de> wrote:
> hi everyone!
>
> we have a problem with searchbuilder.
>
> CONFIG:
> we use
> RHEL 4
> rt 3.6.3
> mysql 4.1.20-2.RHEL4.1
>   DBD::mysql v2.9004;
>   DBI v1.40;
>   DBIx::SearchBuilder v1.48;
>   DBIx::SearchBuilder::Union v0;
>   DBIx::SearchBuilder::Unique v0.01;
>
>
> PROBLEM
> This search
> Queue = 'general' AND Content LIKE 'firefox' AND Content LIKE
> 'netinstall' AND Created > '2007-1-1'
>
> creates this error
> System error
> error:          Unsatisfied dependency chain in joins Attachments_2
> Transactions_1 at
>
> more details at the end of this mail.
>
>
>
> any hints are appreciated!
>
> bjoern
>
> Bj?rn Schulz                    DESY - Deutsches Elektronen-Synchrotron
> IT Support                          Member of the Helmholtz Association
> D-22603 Hamburg                        Notkestrasse 85  / 22607 Hamburg
>
>
>
> System error
> error:          Unsatisfied dependency chain in joins Attachments_2
> Transactions_1 at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 1045.
> context:
> ...
> 1041:
> 1042:   # here we could check if there is recursion in joins by checking
> that all joins
> 1043:   # are processed
> 1044:   if ( my @not_processed = grep !$processed{ $_ }, keys %$joins ) {
> 1045:   die "Unsatisfied dependency chain in joins @not_processed";
> 1046:   }
> 1047:   return $join_clause;
> 1048:   }
> 1049:
> ...
> code stack:
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm:1045
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm:353
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm:462
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm:293
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm:1432
> /opt/rt3/lib/RT/Tickets_Overlay.pm:2515
> /opt/rt3/share/html/Search/Results.html:144
> /opt/rt3/share/html/Search/Build.html:777
> /opt/rt3/share/html/autohandler:292
>
> raw error:
> Unsatisfied dependency chain in joins Attachments_2 Transactions_1 at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 1045.
>
>
> Trace begun at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Exceptions.pm
> line 129
> HTML::Mason::Exceptions::rethrow_exception('Unsatisfied dependency chain
> in joins Attachments_2 Transactions_1 at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line
> 1045.^J') called at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 1045
> DBIx::SearchBuilder::Handle::_BuildJoins('RT::Handle=HASH(0xa7a9f18)',
> 'RT::Tickets=HASH(0xba66a78)') called at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm line 353
> DBIx::SearchBuilder::_BuildJoins('RT::Tickets=HASH(0xba66a78)') called
> at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm line 462
> DBIx::SearchBuilder::BuildSelectCountQuery('RT::Tickets=HASH(0xba66a78)')
> called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm line 293
> DBIx::SearchBuilder::_DoCount('RT::Tickets=HASH(0xba66a78)', 1) called
> at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder.pm line 1432
> DBIx::SearchBuilder::CountAll('RT::Tickets=HASH(0xba66a78)') called at
> /opt/rt3/lib/RT/Tickets_Overlay.pm line 2515
> RT::Tickets::CountAll('RT::Tickets=HASH(0xba66a78)') called at
> /opt/rt3/share/html/Search/Results.html line 144
> HTML::Mason::Commands::__ANON__('Query', ' Queue = \'general\' AND
> Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created >
> \'2007-1-1\'', 'Format', '\'   <b><a
> href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^J\'<b><a
> href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priority__\',^J\'__NEWLINE__\',^J\'\',^J\'<small>__Requestors__</small>\',^J\'<small>__CreatedRelative__</small>\',^J\'<small>__ToldRelative__</small>\',^J\'<small>__LastUpdatedRelative__</small>\',^J\'<small>__TimeLeft__</small>\'',
> 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||', 'Rows', 0) called at
> /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb1c2c14)',
> 'Query', ' Queue = \'general\' AND Content LIKE \'firefox\' AND Content
> LIKE \'netinstall\' AND Created > \'2007-1-1\'', 'Format', '\'   <b><a
> href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^J\'<b><a
> href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priority__\',^J\'__NEWLINE__\',^J\'\',^J\'<small>__Requestors__</small>\',^J\'<small>__CreatedRelative__</small>\',^J\'<small>__ToldRelative__</small>\',^J\'<small>__LastUpdatedRelative__</small>\',^J\'<small>__TimeLeft__</small>\'',
> 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||', 'Rows', 0) called at
> /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm line 1251
> eval {...} at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm
> line 1245
> HTML::Mason::Request::comp(undef, undef, 'Query', ' Queue = \'general\'
> AND Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created
>  > \'2007-1-1\'', 'Format', '\'   <b><a
> href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^J\'<b><a
> href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priority__\',^J\'__NEWLINE__\',^J\'\',^J\'<small>__Requestors__</small>\',^J\'<small>__CreatedRelative__</small>\',^J\'<small>__ToldRelative__</small>\',^J\'<small>__LastUpdatedRelative__</small>\',^J\'<small>__TimeLeft__</small>\'',
> 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||', 'Rows', 0) called at
> /opt/rt3/share/html/Search/Build.html line 777
> HTML::Mason::Commands::__ANON__('ActorOp', '=', 'AndOr', 'AND',
> 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a
> href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a
> href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'',
> 'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<',
> 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority',
> 'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner',
> 'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '',
> 'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND
> Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created >
> \'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search',
> 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp',
> '=', 'Title', '', 'Order', 'ARRAY(0xb9402c4)', 'AttachmentField',
> 'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField',
> 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue',
> '', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField',
> 'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '',
> 'DateOp', '<', 'OrderBy', 'ARRAY(0xbaf1540)', 'Description', '') called
> at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb3ac21c)',
> 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '',
> 'Format', '\'   <b><a
> href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a
> href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'',
> 'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<',
> 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority',
> 'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner',
> 'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '',
> 'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND
> Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created >
> \'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search',
> 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp',
> '=', 'Title', '', 'Order', 'ARRAY(0xb9402c4)', 'AttachmentField',
> 'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField',
> 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue',
> '', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField',
> 'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '',
> 'DateOp', '<', 'OrderBy', 'ARRAY(0xbaf1540)', 'Description', '') called
> at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm line 1251
> eval {...} at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm
> line 1245
> HTML::Mason::Request::comp(undef, undef, undef, 'ActorOp', '=', 'AndOr',
> 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a
> href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a
> href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'',
> 'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<',
> 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority',
> 'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner',
> 'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '',
> 'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND
> Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created >
> \'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search',
> 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp',
> '=', 'Title', '', 'Order', 'ARRAY(0xb9402c4)', 'AttachmentField',
> 'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField',
> 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue',
> '', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField',
> 'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '',
> 'DateOp', '<', 'OrderBy', 'ARRAY(0xbaf1540)', 'Description', '') called
> at /opt/rt3/share/html/autohandler line 292
> HTML::Mason::Commands::__ANON__('ActorOp', '=', 'AndOr', 'AND',
> 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a
> href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a
> href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'',
> 'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<',
> 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority',
> 'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner',
> 'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '',
> 'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND
> Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created >
> \'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search',
> 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp',
> '=', 'Title', '', 'Order', 'ARRAY(0xbac9edc)', 'AttachmentField',
> 'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField',
> 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue',
> '', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField',
> 'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '',
> 'DateOp', '<', 'OrderBy', 'ARRAY(0xb917420)', 'Description', '') called
> at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Component.pm line 135
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaaa676c)',
> 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '',
> 'Format', '\'   <b><a
> href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a
> href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'',
> 'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<',
> 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority',
> 'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner',
> 'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '',
> 'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND
> Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created >
> \'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search',
> 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp',
> '=', 'Title', '', 'Order', 'ARRAY(0xbac9edc)', 'AttachmentField',
> 'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField',
> 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue',
> '', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField',
> 'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '',
> 'DateOp', '<', 'OrderBy', 'ARRAY(0xb917420)', 'Description', '') called
> at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm line 1246
> eval {...} at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm
> line 1245
> HTML::Mason::Request::comp(undef, undef, undef, 'ActorOp', '=', 'AndOr',
> 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\'   <b><a
> href="/Ticket/Display.html?id=__id__">__id__</a></b>/TITLE:#\',^M^J\'<b><a
> href="/Ticket/Display.html?id=__id__">__Subject__</a></b>/TITLE:Subject\',^M^J\'__Status__\',^M^J\'__QueueName__\',^M^J\'__OwnerName__\',^M^J\'__Priority__\',^M^J\'__NEWLINE__\',^M^J\'\',^M^J\'<small>__Requestors__</small>\',^M^J\'<small>__CreatedRelative__</small>\',^M^J\'<small>__ToldRelative__</small>\',^M^J\'<small>__LastUpdatedRelative__</small>\',^M^J\'<small>__TimeLeft__</small>\'',
> 'LinksOp', '=', 'PriorityOp', '<', 'SearchId', 'new', 'idOp', '<',
> 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority',
> 'LinksField', 'HasMember', 'ValueOfStatus', '', 'Owner',
> 'RT::User-21230', 'ValueOfLinks', '', 'ValueOfPriority', '',
> 'ValueOfTime-TimeUnits', 'minutes', 'Query', ' Queue = \'general\' AND
> Content LIKE \'firefox\' AND Content LIKE \'netinstall\' AND Created >
> \'2007-1-1\'', 'ValueOfTime', '', 'DoSearch', 'Add and Search',
> 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp',
> '=', 'Title', '', 'Order', 'ARRAY(0xbac9edc)', 'AttachmentField',
> 'Subject', 'Face', '', 'Link', 'None', 'StatusOp', '=', 'DateField',
> 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 0, 'ValueOfQueue',
> '', 'ValueOfid', '', 'LoadSavedSearch', '', 'WatcherField',
> 'Requestor.EmailAddress', 'ValueOfWatcher', '', 'ValueOfAttachment', '',
> 'DateOp', '<', 'OrderBy', 'ARRAY(0xb917420)', 'Description', '') called
> at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm line 459
> eval {...} at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm
> line 459
> eval {...} at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/Request.pm
> line 411
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb926644)')
> called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ApacheHandler.pm
> line 168
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb926644)')
> called at /usr/lib/perl5/vendor_perl/5.8.5/HTML/Mason/ApacheHandler.pm
> line 826
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x948662c)',
> 'Apache2::RequestRec=SCALAR(0xbb4193c)') called at
> /opt/rt3/bin/webmux.pl line 123
> eval {...} at /opt/rt3/bin/webmux.pl line 123
> RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbb4193c)') 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
>


-- 
Best regards, Ruslan.

From neil.turner at netbanx.com  Wed Jun 27 09:57:28 2007
From: neil.turner at netbanx.com (Neil Turner)
Date: Wed, 27 Jun 2007 14:57:28 +0100
Subject: [rt-users] RT Query builder slow
In-Reply-To: <20070108141945.3891C4D813D@diesel.bestpractical.com>
Message-ID: <01ba01c7b8c3$1909e1c0$2d05a8c0@SC002080>

Hi

Our RT system is generally very fast, except for when you click on anything
that displays the Query Builder screen.  Once Query Builder has loaded and
you click "Add and Search", the search itself is fast to return the results
and display subsequent pages.

Some details of our system

Ubuntu-server 6.06 LTS
RT 3.6.3 compiled from source.
Intel Xeon 3.0ghz.
using the latest DBI::SearchBuilder.

I can point you to our server usage stats if required but will need your IP
addresses to grant access.

Thanks

Neil Turner


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From ruz at bestpractical.com  Wed Jun 27 10:28:22 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 27 Jun 2007 18:28:22 +0400
Subject: [rt-users] New Installation
In-Reply-To: <467F6AAB.3090700@ocdirect.net>
References: <467C3A7D.4040306@ocdirect.net>
	<589c94400706221549p25455cb2v7053a15f7d499c9c@mail.gmail.com>
	<467F6AAB.3090700@ocdirect.net>
Message-ID: <589c94400706270728n4c251392xad7ebd51e821df9e@mail.gmail.com>

MP 1.99.xx is not supported. you must use 2.0.x, but instead of
fighting with mod_perl you can go with FastCGI what is may be easier
in your situation.

On 6/25/07, Robert Canary <rwcanary at ocdirect.net> wrote:
> Thanks Ruslan,
>
> Sorry for the delay I was called out of the office on some trouble tickets.
>
> Here is what I put in the httpd.conf
>
> <VirtualHost *:4400>
>     ServerName mchn37.ocdirect.net
>     ServerAdmin rwcanary at ocdirect.net
>     DocumentRoot /opt/rt3/share/html
>     ErrorLog /var/log/rt/rt-web-error.log
>     CustomLog /var/log/rt/rt-web-access.log common
>     AddDefaultCharset UTF-8
>
>     PerlModule Apache::DBI
>     PerlRequire /opt/rt3/bin/webmux.pl
>
>     <Location />
>      SetHandler perl-script
>      PerlHandler RT::Mason
>     </Location>
> </VirtualHost>
>
> I do have an Apache2.pm as well as a apache.pm, I did a symlink to the
> apache.pm and but now it is complaining that the mod_perl is pre 1.99.
>
> This is a fresh RHEL 4 with all updates, it was my understanding the
> httpd *is* apache2 and has been built with mod_perl2.  At least that is
> what the docs say.
>
> thanks agian
> --
> robert
>
>
> Ruslan Zakirov wrote:
> > On 6/23/07, Robert Canary <rwcanary at ocdirect.net> wrote:
> >> I figure this to be more of a Perl Question..
> >>
> >> I have read the archives and queried for the infamous "Can't locate
> >> Apache.pm",  while I found few matches I did really find what I was
> >> looking for either.
> >>
> >> RHEL 4
> >> This RT 3.4.5
> >> Apache 2.0.52
> >> Perl 5.8.5
> >>
> >> However, if I run RT using the standalone script it works fine, which
> >> tells me it is an apache thing.
> >> Apache.pm dose exist.  However, the @INC apparently isn't picking it up.
> >>
> >> Exactly what do I need to reinstall to get this corrected?  Apache has
> >> been completely gutted and reinstalled.  What perl module am I looking
> >> for to reinstall?  All the testdeps are showing everything is there.
> > Apache.pm is part of mod_perl, you have to decide if you want mod_perl
> > or FastCGI. In the latter case you don't need Apache.pm. As you're
> > using apache2 then you need mod_perl2 too, but afaik it has Apache2.pm
> > instead, so it's not clear why anything complaining about Apache.pm.
> >
> > Could you share relevant part of apache's config?
> >
> >>
> >> Second thing is:  How do you tell the standalone script to use a
> >> different port, besides 8080?
> > ./bin/standalone_httpd 8000
> >
> >>
> >> thanks in advance
> >> --
> >> robert
> >>
> >>
> >>
> >> _______________________________________________
> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >>
> >> Community help: http://wiki.bestpractical.com
> >> Commercial support: sales at bestpractical.com
> >>
> >>
> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> >> Buy a copy at http://rtbook.bestpractical.com
> >>
> >
> >
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From ruz at bestpractical.com  Wed Jun 27 10:34:02 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 27 Jun 2007 18:34:02 +0400
Subject: [rt-users] RT Query builder slow
In-Reply-To: <01ba01c7b8c3$1909e1c0$2d05a8c0@SC002080>
References: <20070108141945.3891C4D813D@diesel.bestpractical.com>
	<01ba01c7b8c3$1909e1c0$2d05a8c0@SC002080>
Message-ID: <589c94400706270734l6506780ete717052662d2f61f@mail.gmail.com>

you're using mysql 5.x or you granted OwnTicket right to too many
users. Which one?

On 6/27/07, Neil Turner <neil.turner at netbanx.com> wrote:
> Hi
>
> Our RT system is generally very fast, except for when you click on anything
> that displays the Query Builder screen.  Once Query Builder has loaded and
> you click "Add and Search", the search itself is fast to return the results
> and display subsequent pages.
>
> Some details of our system
>
> Ubuntu-server 6.06 LTS
> RT 3.6.3 compiled from source.
> Intel Xeon 3.0ghz.
> using the latest DBI::SearchBuilder.
>
> I can point you to our server usage stats if required but will need your IP
> addresses to grant access.
>
> Thanks
>
> Neil Turner
>

-- 
Best regards, Ruslan.


From caralomi at hotmail.com  Wed Jun 27 11:08:32 2007
From: caralomi at hotmail.com (Carlos Ramon Lopez Midence)
Date: Wed, 27 Jun 2007 11:08:32 -0400
Subject: [rt-users] Question on Perl Script to get queue names
Message-ID: <BAY139-W1049EE80DB214C346B7F46D90A0@phx.gbl>

I have this perl script that I found on the list but I have an error when I run it: (my apologies if this a perl error, should find a perl list and post it there)
 
#!/usr/bin/perl
 
use lib "/var/lib/rt3";use lib "/etc/rt3";
 
package RT;
 
use strict;use warnings;use RT;use RT::Ticket;use RT::Tickets;use RT::CurrentUser;use RT::Queue;use RT::Transactions;use RT::Users;use RT::Groups;use RT::Principal;use DBI;use RT::Interface::CLI qw (CleanEnv GetCurrentUser);
 
# Load the RT configurationRT::LoadConfig();# Initialiaze RTRT::Init();
 
#-------------------------------Gets current user name:my $user = RT::User->new($RT::SystemUser);print $user;
 
#-------------------------------Gets queue namesmy $queue_id = 10;my $queue_obj = RT::Queue->new( $session{'CurrentUser'} );$queue_obj->Load( $queue_id );my $queue_name = $queue_obj->Name;print $queue_name;
----------------------------Output----------------------------
[root at test Desktop]# ./CF.pmGlobal symbol "%session" requires explicit package name at ./CF.pm line 40.Execution of ./CF.pm aborted due to compilation errors.[root at test Desktop]#
 
 
 
 
I have no clue as to what explicit package is missing: 
 
Any ideas will be greatly appreciated...
 
Carlos
 
_________________________________________________________________
Play free games, earn tickets, get cool prizes! Join Live Search Club.?
http://club.live.com/home.aspx?icid=CLUB_wlmailtextlink
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From sturner at MIT.EDU  Wed Jun 27 11:27:48 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 27 Jun 2007 11:27:48 -0400
Subject: [rt-users] Question on Perl Script to get queue names
In-Reply-To: <BAY139-W1049EE80DB214C346B7F46D90A0@phx.gbl>
References: <BAY139-W1049EE80DB214C346B7F46D90A0@phx.gbl>
Message-ID: <6.2.3.4.2.20070627112203.03e76058@po14.mit.edu>

At Wednesday 6/27/2007 11:08 AM, Carlos Ramon Lopez Midence wrote:
>I have this perl script that I found on the list but I have an error 
>when I run it: (my apologies if this a perl error, should find a 
>perl list and post it there)
>
>use DBI;
>use RT::Interface::CLI qw (CleanEnv GetCurrentUser);
>
>
># Load the RT configuration
>RT::LoadConfig();
># Initialiaze RT
>RT::Init();
>
>#-------------------------------Gets current user name:
>my $user = RT::User->new($RT::SystemUser);
>print $user;
>
>#-------------------------------Gets queue names
>my $queue_id = 10;
>my $queue_obj = RT::Queue->new( $session{'CurrentUser'} );

Carlos,

This is a Perl error - you're referring to a variable called 
%session, but you haven't declared it. I'm guessing you got 
this  piece of code from the web app, which makes %session available 
to you, and already has the current user object stored in it.

What you can do is this:

my $current_user = GetCurrentUser();

and then use $current user instead of $session{'CurrentUser'}

OR - you could use RT::SystemUser instead of $session{'CurrentUser'}

OR - you could load $user and use that.

Steve 



From theillien at yahoo.com  Wed Jun 27 11:25:13 2007
From: theillien at yahoo.com (Mathew)
Date: Wed, 27 Jun 2007 11:25:13 -0400
Subject: [rt-users] Question on Perl Script to get queue names
In-Reply-To: <BAY139-W1049EE80DB214C346B7F46D90A0@phx.gbl>
References: <BAY139-W1049EE80DB214C346B7F46D90A0@phx.gbl>
Message-ID: <46828159.9030701@yahoo.com>

Not sure if this will work but it might.

#!/usr/bin/perl

use warnings;
use strict;
use lib '/path/to/rt/lib/';
use lib '/path/to/rt/local/lib/';
use RT;
use RT::Queues;

my $queues = new RT::Queues(RT::SystemUser);
foreach my $queue ($queues->Next) {
	print $queue->Name . "\n";
}

exit;
Keep up with my goings on at http://theillien.blogspot.com

Carlos Ramon Lopez Midence wrote:
> I have this perl script that I found on the list but I have an error
> when I run it: (my apologies if this a perl error, should find a perl
> list and post it there)
>  
> #!/usr/bin/perl
>  
> use lib "/var/lib/rt3";
> use lib "/etc/rt3";
>  
> package RT;
>  
> use strict;
> use warnings;
> use RT;
> use RT::Ticket;
> use RT::Tickets;
> use RT::CurrentUser;
> use RT::Queue;
> use RT::Transactions;
> use RT::Users;
> use RT::Groups;
> use RT::Principal;
> use DBI;
> use RT::Interface::CLI qw (CleanEnv GetCurrentUser);
>  
> 
> # Load the RT configuration
> RT::LoadConfig();
> # Initialiaze RT
> RT::Init();
>  
> #-------------------------------Gets current user name:
> my $user = RT::User->new($RT::SystemUser);
> print $user;
>  
> #-------------------------------Gets queue names
> my $queue_id = 10;
> my $queue_obj = RT::Queue->new( $session{'CurrentUser'} );
> $queue_obj->Load( $queue_id );
> my $queue_name = $queue_obj->Name;
> print $queue_name;
> 
> ----------------------------Output----------------------------
> [root at test Desktop]# ./CF.pm
> Global symbol "%session" requires explicit package name at ./CF.pm line 40.
> Execution of ./CF.pm aborted due to compilation errors.
> [root at test Desktop]#
>  
>  
>  
>  
> I have no clue as to what explicit package is missing:
>  
> Any ideas will be greatly appreciated...
>  
> Carlos
>  
> 
> ------------------------------------------------------------------------
> Play free games, earn tickets, get cool prizes! Join Live Search Club.  
> Join Live Search Club!
> <http://club.live.com/home.aspx?icid=CLUB_wlmailtextlink>
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Wed Jun 27 11:31:28 2007
From: svitter at list.ru (Viktor)
Date: Wed, 27 Jun 2007 19:31:28 +0400
Subject: =?koi8-r?Q?Re=3A_[rt-users]_Question_on_Perl_Script_to_get_queue_names?=
In-Reply-To: <BAY139-W1049EE80DB214C346B7F46D90A0@phx.gbl>
References: <BAY139-W1049EE80DB214C346B7F46D90A0@phx.gbl>
Message-ID: <E1I3ZUO-000GzP-00.svitter-list-ru@f42.mail.ru>

Hello, Carlos!

I don't really sure if you need to use RT::Interface::CLI, you could have tried to eliminate it.
A problem with %session might be caused by your use of $session{ 'CurrentUser' }, try $RT::SystemUser instead.

Good luck!

-----Original Message-----
From: Carlos Ramon Lopez Midence <caralomi at hotmail.com>
To: "rt-users at lists.bestpractical.com" <rt-users at lists.bestpractical.com>
Date: Wed, 27 Jun 2007 11:08:32 -0400
Subject: [rt-users] Question on Perl Script to get queue names

> I have this perl script that I found on the list but I have an error when I run it: (my apologies if this a perl error, should find a perl list and post it there)
>  
> #!/usr/bin/perl
>  
> use lib "/var/lib/rt3";use lib "/etc/rt3";
>  
> package RT;
>  
> use strict;use warnings;use RT;use RT::Ticket;use RT::Tickets;use RT::CurrentUser;use RT::Queue;use RT::Transactions;use RT::Users;use RT::Groups;use RT::Principal;use DBI;use RT::Interface::CLI qw (CleanEnv GetCurrentUser);
>  
> # Load the RT configurationRT::LoadConfig();# Initialiaze RTRT::Init();
>  
> #-------------------------------Gets current user name:my $user = RT::User->new($RT::SystemUser);print $user;
>  
> #-------------------------------Gets queue namesmy $queue_id = 10;my $queue_obj = RT::Queue->new( $session{'CurrentUser'} );$queue_obj->Load( $queue_id );my $queue_name = $queue_obj->Name;print $queue_name;
> ----------------------------Output----------------------------
> [root at test Desktop]# ./CF.pmGlobal symbol "%session" requires explicit package name at ./CF.pm line 40.Execution of ./CF.pm aborted due to compilation errors.[root at test Desktop]#
>  
>  
>  
>  
> I have no clue as to what explicit package is missing: 
>  
> Any ideas will be greatly appreciated...
>  
> Carlos
>  
> _________________________________________________________________
> Play free games, earn tickets, get cool prizes! Join Live Search Club. 
> http://club.live.com/home.aspx?icid=CLUB_wlmailtextlink
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From slackamp at gmail.com  Wed Jun 27 13:04:35 2007
From: slackamp at gmail.com (slamp slamp)
Date: Wed, 27 Jun 2007 13:04:35 -0400
Subject: [rt-users] allowing groups to create users
Message-ID: <78926d250706271004tbab1d3dm8415d6d11b7f5dd3@mail.gmail.com>

Can this be done without making the group or user a SuperUser?


From KFCrocker at lbl.gov  Wed Jun 27 13:05:17 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 27 Jun 2007 10:05:17 -0700
Subject: [rt-users] modifying group or queues
In-Reply-To: <78926d250706261854p60c682a5n4174268b419e82c7@mail.gmail.com>
References: <78926d250706261854p60c682a5n4174268b419e82c7@mail.gmail.com>
Message-ID: <468298CD.9080207@lbl.gov>

Slamp,


	Why did you grant the rights to the user when that user already had the 
rights by being in the group? By "all rights" just what do you mean. 
Rights for a queue is not the same as rights to modify a group or 
membership of said group. Just like grant the right to modify a ticket 
is not the same as the right to modify a custom field. What is it you 
want the group (and members in said group) to do? Both in relation to 
tickets in a queue and in terms of administration of a group?


Kenn
LBNL

slamp slamp wrote:
> i am stumped. i have granted all rights to a group and all rights to a
> user belonging to that group within the queue and when i log in as
> that user there is no place to modify the group or the queue. where do
> i go?
> 
> i did this in:
> 
> configuration -> groups -> groupname -> group rights
> configuration -> groups -> groupname -> user rights
> 
> configuration -> queue -> queuename -> group rights
> configuration -> queue -> queuename -> user rights
> 
> when i log in as a super user, i can click on configuration and modify
> what i need but when i log in as another user that is not a super
> user, i do not know where i can modify the group or queue. the manual
> states that i should be able to modify queue/group when i grant the
> rights which i did.
> 
> any help is greatly appreciated.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From avo at trustsec.de  Wed Jun 27 13:36:03 2007
From: avo at trustsec.de (Andreas =?iso-8859-1?Q?V=F6gele?=)
Date: Wed, 27 Jun 2007 19:36:03 +0200
Subject: [rt-users] Re: allowing groups to create users
References: <78926d250706271004tbab1d3dm8415d6d11b7f5dd3@mail.gmail.com>
Message-ID: <87abuls3jw.fsf@solon.arundel.trustsec.de>

slackamp at gmail.com writes:

> Can this be done without making the group or user a SuperUser?

Enable the AdminUsers and ShowConfigTab rights.



From slackamp at gmail.com  Wed Jun 27 16:00:13 2007
From: slackamp at gmail.com (slamp slamp)
Date: Wed, 27 Jun 2007 16:00:13 -0400
Subject: [rt-users] modifying group or queues
In-Reply-To: <468298CD.9080207@lbl.gov>
References: <78926d250706261854p60c682a5n4174268b419e82c7@mail.gmail.com>
	<468298CD.9080207@lbl.gov>
Message-ID: <78926d250706271300k48f1591fg27d224f5f4a13d7d@mail.gmail.com>

Kenn,

Sorry I was not clear. What I wanted to do was for users to be able to
modify the groups they belong in and the queues they have rights for.
I granted the rights to the user thinking it would allow me to see the
Configuration but as Stephen said I only needed to add ShowConfig. I
have now remove the rights I added to the user.

On 6/27/07, Kenneth Crocker <KFCrocker at lbl.gov> wrote:
> Slamp,
>
>
>         Why did you grant the rights to the user when that user already had the
> rights by being in the group? By "all rights" just what do you mean.
> Rights for a queue is not the same as rights to modify a group or
> membership of said group. Just like grant the right to modify a ticket
> is not the same as the right to modify a custom field. What is it you
> want the group (and members in said group) to do? Both in relation to
> tickets in a queue and in terms of administration of a group?
>
>
> Kenn
> LBNL
>
> slamp slamp wrote:
> > i am stumped. i have granted all rights to a group and all rights to a
> > user belonging to that group within the queue and when i log in as
> > that user there is no place to modify the group or the queue. where do
> > i go?
> >
> > i did this in:
> >
> > configuration -> groups -> groupname -> group rights
> > configuration -> groups -> groupname -> user rights
> >
> > configuration -> queue -> queuename -> group rights
> > configuration -> queue -> queuename -> user rights
> >
> > when i log in as a super user, i can click on configuration and modify
> > what i need but when i log in as another user that is not a super
> > user, i do not know where i can modify the group or queue. the manual
> > states that i should be able to modify queue/group when i grant the
> > rights which i did.
> >
> > any help is greatly appreciated.
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> > a copy at http://rtbook.bestpractical.com
> >
>


From neomagick at gmail.com  Wed Jun 27 17:36:03 2007
From: neomagick at gmail.com (ComputarUser)
Date: Wed, 27 Jun 2007 14:36:03 -0700
Subject: [rt-users] Perl can't find RT::Mason with WinRT 3.4.5
Message-ID: <a02456670706271436u63e49312xaaeb45bc57aec806@mail.gmail.com>

Hi guys!  I'm stuck.

In short, I'm trying to run WinRT with ActiveDirectory/LDAP authentication
on a WinXP box (150 users; when they log into RT, RT checks with AD,
pulls credentials, and lets them in or not - thats my goal).  WinRT has
installed
Apache and everything for me.  Also, the RT and Apache files are all over
the place,
and take some rooting around for.

The backstory:

Followed the instructions for installing AD by mod_NTLM into RT found at:
http://blank.org/memory/output/rt-ad-sso.html
But mod_NTLM is *nix only, so it required the SSPI_Auth module instead;
followed install instructions for SSPI_Auth for Apache 2.x at
http://twiki.org/cgi-bin/view/Codev/WindowsInstallModNTLM
Made the code changes required by the blank.org link above (Dr.Memory),
with some variations to the httpd.conf file for Auth_SSPI instead of
AuthNTLM.

I can get the initial login to work (Apache asking for login credentials),
but when the WinRT
login page is attempted to be served, the user gets an internal server
error, and apache
spits to the error log:

failed to resolve handler `RT::Mason': Can't locate RT/Mason.pm in @INC
(@INC contains:
C:/Program Files/SecureScout/Request Tracker/winrt/cgi/../../win32/lib
C:/Program Files/SecureScout/Request Tracker/winrt/cgi/../../rt/lib
C:/Program Files/SecureScout/Request Tracker/winrt/cgi/../../winrt/conf
C:/Program Files/SecureScout/Common/perl/lib
C:/Program Files/SecureScout/Common/perl/site/lib .
C:/Program Files/SecureScout/Request Tracker)
at (eval 106) line 3.\n

I'll say right now: I am NOT a perl guru.  To the best of my abilities, I
started tracking down the problem.
http://lists.fsck.com/pipermail/rt-users/2002-January/006383.html and other
similar results told me it was
in webmux.pl.

Line 65 of webmux.pl.in contains:

use lib ( "@LOCAL_LIB_PATH@", "@RT_LIB_PATH@" );

which was not able to find the Mason.pm module (*I think?? Is it seeking
RT.pm?*).  I was only able to determine
this because the next lines seemed to invoke RT and Mason.

Running webmux.pl.in thru perl.exe returns:
perl "c:/program files/securescout/request tracker/rt/bin/webmux.pl.in"
Global symbol "@LOCAL_LIB_PATH" requires explicit package name at
c:/program files/securescout/request tracker/rt/bin/webmux.pl.in line 65.
Global symbol "@RT_LIB_PATH" requires explicit package name at
c:/program files/securescout/requesttracker/rt/bin/webmux.pl.in line 65.
BEGIN not safe after errors--compilation aborted at
c:/program files/securescout/request tracker/rt/bin/webmux.pl.in line 65.

Now, I can't find where Local_Lib_Path and RT_Lib_Path get specified, so I
can't figure out how to add
to that for the whole system.  Furthermore, I don't know which paths to add.


**Here's where things get messy.  If the above is easily answered, please
ignore this.**

Since then, I've tried to include a line that told webmux where to find the
.pm files it was looking for
(both rt.pm and mason.pm).  Problem is, there's a lot of the files of the
same name in the install,
and I don't know which is which.  Some have content, others have different
content, others are blank.
The line I added was:
use lib "C:/Program Files/SecureScout/Request Tracker/win32/lib/WinRT";
with a variety of sources for the path, all of which returned this error in
perl:

perl "c:/program files/securescout/request tracker/rt/bin/webmux.pl.in"
Undefined subroutine &RT::LoadConfig called at
c:/program files/securescout/request tracker/rt/bin/webmux.pl.in line 75.
BEGIN failed--compilation aborted at
c:/program files/securescout/request tracker/rt/bin/webmux.pl.in line 77.

Line 75 is RT::LoadConfig(); as a part of :

    #This drags in RT's config.pm
    BEGIN {
        RT::LoadConfig();
        if ($RT::DevelMode) { require Module::Refresh; }
    }

So, I guess it can't find the RT config file?  I've tried every path that
had RT.pm
and/or mason.pm in it, and I still end up with the problem.

I could really use some help.  How/where should I start, and what should I
do from here?  Please
let me know what other info will be of use, and I'll be happy to send it
along.

Thank you!

John
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From KFCrocker at lbl.gov  Wed Jun 27 17:49:58 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 27 Jun 2007 14:49:58 -0700
Subject: [rt-users] Notification problem
Message-ID: <4682DB86.9040106@lbl.gov>

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. I have a global scrip that states:

name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients
template: global template: correspondence
stage: TransactionCreate

I have duplicated this scrip by name for queue "GL":

name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients as comment
template: global template: correspondence
stage: TransactionCreate

	The difference is the "as comment" part. I thought the "as comment" 
meant that an E_mail will NOT go out (otherwise, why have that 
difference?). I made this second scrip because out of 50+ queues, the 
owner of the GL queue does not want this type of notification. So, I 
thought by creating the second scrip, it would resolve the problem. IT 
doesn't work. The AdminCc and the CC watchers still get E_mail on 
correspondence. Anyone have a clue as to why? Thanks.


Kenn
LBNL


From neil.turner at netbanx.com  Thu Jun 28 03:53:22 2007
From: neil.turner at netbanx.com (Neil Turner)
Date: Thu, 28 Jun 2007 08:53:22 +0100
Subject: [rt-users] RT Query builder slow
In-Reply-To: <589c94400706270734l6506780ete717052662d2f61f@mail.gmail.com>
Message-ID: <014901c7b959$66768620$2d05a8c0@SC002080>

Or possibly both :-)

Which mysql version do you recommend and
How many users is too many for OwnTicket?

Thanks for your reply

Neil

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Wednesday, June 27, 2007 3:34 PM
To: neil.turner at netbanx.com
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Query builder slow

> you're using mysql 5.x or you granted OwnTicket right to too many users.
Which one?




From neil.turner at netbanx.com  Thu Jun 28 05:56:55 2007
From: neil.turner at netbanx.com (Neil Turner)
Date: Thu, 28 Jun 2007 10:56:55 +0100
Subject: [rt-users] RT Query builder slow
Message-ID: <015801c7b96a$a9138850$2d05a8c0@SC002080>

We have mysql 5.022 - can you let us know why that is a problem?

All users have OwnTicket but I think the right may be repeated due
to queues having that right as well as a general rule for privileged
users - could this be it?

Neil

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Wednesday, June 27, 2007 3:34 PM
To: neil.turner at netbanx.com
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Query builder slow

> you're using mysql 5.x or you granted OwnTicket right to too many users.
Which one?




From ruz at bestpractical.com  Thu Jun 28 07:17:06 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 28 Jun 2007 15:17:06 +0400
Subject: [rt-users] RT Query builder slow
In-Reply-To: <015801c7b96a$a9138850$2d05a8c0@SC002080>
References: <015801c7b96a$a9138850$2d05a8c0@SC002080>
Message-ID: <589c94400706280417q1a6459d9y44950cbd6d367e0f@mail.gmail.com>

On 6/28/07, Neil Turner <neil.turner at netbanx.com> wrote:
> We have mysql 5.022 - can you let us know why that is a problem?
Mysql 5.x uses wrong order of joins for a query. We have no solution
on RT side. I tried to fix this problem several times, but now I think
we have to file bug into mysql bug tracker.

>
> All users have OwnTicket but I think the right may be repeated due
> to queues having that right as well as a general rule for privileged
> users - could this be it?
How many users you're seeing in the select box? 1-100 is ok, 1000 is not.

>
> Neil
>
> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf
> Of Ruslan Zakirov
> Sent: Wednesday, June 27, 2007 3:34 PM
> To: neil.turner at netbanx.com
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] RT Query builder slow
>
> > you're using mysql 5.x or you granted OwnTicket right to too many users.
> Which one?
>
>
>


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Thu Jun 28 07:42:14 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 28 Jun 2007 15:42:14 +0400
Subject: [rt-users] Slow ticket search page becoming a problem
In-Reply-To: <9C0091F428E697439E7A773FFD083427A92E0D@szexchange.Shopzilla.inc>
References: <9C0091F428E697439E7A773FFD083427A92D27@szexchange.Shopzilla.inc>
	<ED3EE88C-106D-43A2-8EF7-5B4BE636764D@bestpractical.com>
	<9C0091F428E697439E7A773FFD083427A92D30@szexchange.Shopzilla.inc>
	<589c94400704261734o32460af4i4af419c76f9a638a@mail.gmail.com>
	<9C0091F428E697439E7A773FFD083427A92DA0@szexchange.Shopzilla.inc>
	<589c94400706261503x7caba1cdt3d2b81c40648a18@mail.gmail.com>
	<9C0091F428E697439E7A773FFD083427A92E0D@szexchange.Shopzilla.inc>
Message-ID: <589c94400706280442r6a4ef41clf1cf487b10b86168@mail.gmail.com>

Hi, guys.

The explain is bad :( I mean gives us nothing good. I think we need an
index on the Groups table to make it better. Run the following query
to create an index. This may take some time, but I'm not sure how
much, depends on size of the table.

CREATE INDEX RUZ_G1 ON Groups(Type, Domain);

And then redo explain for the query. If mysql will start search from
Users table then I have no ideas anymore and we must file a bug into
mysql's tracker.

On 6/27/07, Philip Kime <pkime at shopzilla.com> wrote:
> mysql> EXPLAIN SELECT DISTINCT main.* FROM    ACL ACL_4,    Groups Groups_3,
> CachedGroupMembers CachedGroupMembers_2,    Principals Principals_1,    Users ma
> in WHERE ((ACL_4.PrincipalType = Groups_3.Type))    AND ((ACL_4.RightName = 'Own
> Ticket'))    AND ((CachedGroupMembers_2.MemberId = Principals_1.id))    AND ((Gr
> oups_3.id = CachedGroupMembers_2.GroupId))    AND ((Principals_1.Disabled = '0')
> )    AND ((Principals_1.PrincipalType = 'User'))    AND ((Principals_1.id != '1'
> ))    AND ((main.id = Principals_1.id))    AND ( ACL_4.ObjectType = 'RT::Queue'
> OR ACL_4.ObjectType = 'RT::System' )    AND (Groups_3.Domain = 'RT::Queue-Role')
>  ORDER BY main.RealName ASC\G
[snip explain]

-- 
Best regards, Ruslan.


From neil.turner at netbanx.com  Thu Jun 28 07:47:06 2007
From: neil.turner at netbanx.com (Neil Turner)
Date: Thu, 28 Jun 2007 12:47:06 +0100
Subject: [rt-users] RT Query builder slow
In-Reply-To: <589c94400706280417q1a6459d9y44950cbd6d367e0f@mail.gmail.com>
Message-ID: <016601c7b97a$0d5cc240$2d05a8c0@SC002080>


>> We have mysql 5.022 - can you let us know why that is a problem?
>Mysql 5.x uses wrong order of joins for a query. We have no solution
>on RT side. I tried to fix this problem >several times, but now I
>think we have to file bug into mysql bug tracker.

OK, thanks for the info, however see below

> How many users you're seeing in the select box? 1-100 is ok, 1000 is not.

We got to the bottom of this, one particular queue had
privileges set such that Everyone could be an owner of
a ticket.  The QueryBuilder was attempting to populate
the Owner dropdown list with everyone who had emailed
RT (tens of thousands!)

Disabling this feature fixed this problem - QueryBuilder
now displays in under 3 seconds now.

Thanks

Neil



From ruz at bestpractical.com  Thu Jun 28 07:58:03 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 28 Jun 2007 15:58:03 +0400
Subject: [rt-users] RT Query builder slow
In-Reply-To: <016601c7b97a$0d5cc240$2d05a8c0@SC002080>
References: <589c94400706280417q1a6459d9y44950cbd6d367e0f@mail.gmail.com>
	<016601c7b97a$0d5cc240$2d05a8c0@SC002080>
Message-ID: <589c94400706280458g6a0ffd61xf60379ca07025437@mail.gmail.com>

On 6/28/07, Neil Turner <neil.turner at netbanx.com> wrote:
>
> >> We have mysql 5.022 - can you let us know why that is a problem?
> >Mysql 5.x uses wrong order of joins for a query. We have no solution
> >on RT side. I tried to fix this problem >several times, but now I
> >think we have to file bug into mysql bug tracker.
>
> OK, thanks for the info, however see below
Can you send me explain of the following query? I'm collecting debug
info to make things better.
EXPLAIN SELECT DISTINCT main.* FROM
  ACL ACL_4,
  Groups Groups_3,
  CachedGroupMembers CachedGroupMembers_2,
  Principals Principals_1,
  Users main
WHERE ((ACL_4.PrincipalType = Groups_3.Type))
  AND ((ACL_4.RightName = 'OwnTicket'))
  AND ((CachedGroupMembers_2.MemberId = Principals_1.id))
  AND ((Groups_3.id = CachedGroupMembers_2.GroupId))
  AND ((Principals_1.Disabled = '0'))
  AND ((Principals_1.PrincipalType = 'User'))
  AND ((Principals_1.id != '1'))
  AND ((main.id = Principals_1.id))
  AND ( ACL_4.ObjectType = 'RT::Queue' OR ACL_4.ObjectType = 'RT::System' )
  AND (Groups_3.Domain = 'RT::Queue-Role')
ORDER BY main.RealName ASC;

>
> > How many users you're seeing in the select box? 1-100 is ok, 1000 is not.
>
> We got to the bottom of this, one particular queue had
> privileges set such that Everyone could be an owner of
> a ticket.  The QueryBuilder was attempting to populate
> the Owner dropdown list with everyone who had emailed
> RT (tens of thousands!)
that's what I was talking about. RT is not designed for such setups,
may be we'll deny granting OwnTicket right to Everyone and
Unprivileged groups.

>
> Disabling this feature fixed this problem - QueryBuilder
> now displays in under 3 seconds now.
much better

>
> Thanks
>
> Neil
>
>


-- 
Best regards, Ruslan.


From forrest at itasoftware.com  Thu Jun 28 08:43:49 2007
From: forrest at itasoftware.com (Forrest Blount)
Date: Thu, 28 Jun 2007 08:43:49 -0400
Subject: [rt-users] Notification problem
In-Reply-To: <4682DB86.9040106@lbl.gov>
References: <4682DB86.9040106@lbl.gov>
Message-ID: <4683AD05.4040905@itasoftware.com>

Hi Kenn-- we have a similar situation.  I'm getting around it by using 
the following as a custom condition on the global scrip (I have no idea 
if your idea re: local scrips of same name super-ceding global scrips).

Obviously this particular bit of code is for transactions where tickets 
are being resolved-- depending on the global scrip you may want to tweak 
that as well.

# test if the ticket is being resolved and in the /queuename/(queue name 
must be case sensitive)
# if it is, don't run the scrip, if it isn't, run it
if (($self->TransactionObj->NewValue eq "resolved") &&
($self->TransactionObj->Type eq "Status") &&
($self->TicketObj->QueueObj->Name ne "/queuename/"))
{
return 1;
} else {
return undef;
}

Forrest

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. I have a global scrip that 
> states:
>
> name: Notify other recipients on correspond
> condition: on correspond
> action: notify other recipients
> template: global template: correspondence
> stage: TransactionCreate
>
> I have duplicated this scrip by name for queue "GL":
>
> name: Notify other recipients on correspond
> condition: on correspond
> action: notify other recipients as comment
> template: global template: correspondence
> stage: TransactionCreate
>
>     The difference is the "as comment" part. I thought the "as 
> comment" meant that an E_mail will NOT go out (otherwise, why have 
> that difference?). I made this second scrip because out of 50+ queues, 
> the owner of the GL queue does not want this type of notification. So, 
> I thought by creating the second scrip, it would resolve the problem. 
> IT doesn't work. The AdminCc and the CC watchers still get E_mail on 
> correspondence. Anyone have a clue as to why? 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 sturner at MIT.EDU  Thu Jun 28 09:15:06 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 28 Jun 2007 09:15:06 -0400
Subject: [rt-users] Notification problem
In-Reply-To: <4682DB86.9040106@lbl.gov>
References: <4682DB86.9040106@lbl.gov>
Message-ID: <6.2.3.4.2.20070628091301.03e3f510@po14.mit.edu>

At Wednesday 6/27/2007 05:49 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. I have a global scrip 
> that states:
>
>name: Notify other recipients on correspond
>condition: on correspond
>action: notify other recipients
>template: global template: correspondence
>stage: TransactionCreate
>
>I have duplicated this scrip by name for queue "GL":
>
>name: Notify other recipients on correspond
>condition: on correspond
>action: notify other recipients as comment
>template: global template: correspondence
>stage: TransactionCreate
>
>         The difference is the "as comment" part. I thought the "as 
> comment" meant that an E_mail will NOT go out (otherwise, why have 
> that difference?). I made this second scrip because out of 50+ 
> queues, the owner of the GL queue does not want this type of 
> notification. So, I thought by creating the second scrip, it would 
> resolve the problem. IT doesn't work. The AdminCc and the CC 
> watchers still get E_mail on correspondence. Anyone have a clue as 
> to why? Thanks.
>
>
>Kenn
>LBNL

Hello Kenn,

Neither of these scrips should notify watchers - 'other recipients' 
are one-time recipients that you'd type on the reply screen. So I'd 
say the notifications you see are coming from another scrip.

Also - "as comment" means that the mail will be sent with the queue's 
comment address as the return address. So if someone replies, their 
reply will come back to the ticket as a comment.

Steve 



From jplatter at vortexit.net  Thu Jun 28 12:04:27 2007
From: jplatter at vortexit.net (Jeff Platter)
Date: Thu, 28 Jun 2007 12:04:27 -0400
Subject: [rt-users] Issue with command by email extension
Message-ID: <027801c7b99e$01ffef70$05ffce50$@net>

I'm using RT v3.6.3 and I have commandByEmail v0.05 installed. I'm having
some issues when someone forwards or replies to a message. They randomly get
an email back that has Permission Denied in it. I believe that it has to do
with the fact that when you forward or reply toa  message it puts the old
heading in the message such as:

From: this persons email

To: this persons email

Subject: this persons subject

 

How does commandByEmail know to ignore this? Or doesn't it? And if not, what
can I do to prevent this from being a problem in the future?

 

Thanks,

-Jeff


-- 
This message has been scanned for viruses and
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From KFCrocker at lbl.gov  Thu Jun 28 12:18:47 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 28 Jun 2007 09:18:47 -0700
Subject: [rt-users] Notification problem
In-Reply-To: <6.2.3.4.2.20070628091301.03e3f510@po14.mit.edu>
References: <4682DB86.9040106@lbl.gov>
	<6.2.3.4.2.20070628091301.03e3f510@po14.mit.edu>
Message-ID: <4683DF67.6070803@lbl.gov>

Stephen,


	Thanks for that info. Glad to know it. I think I will just modify the 
global scrip to ignore that one Queue. That's easier than dropping it 
and making 50+ Queue specific scrips.

Kenn
LBNL

Stephen Turner wrote:
> At Wednesday 6/27/2007 05:49 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. I have a global scrip that 
>> states:
>>
>> name: Notify other recipients on correspond
>> condition: on correspond
>> action: notify other recipients
>> template: global template: correspondence
>> stage: TransactionCreate
>>
>> I have duplicated this scrip by name for queue "GL":
>>
>> name: Notify other recipients on correspond
>> condition: on correspond
>> action: notify other recipients as comment
>> template: global template: correspondence
>> stage: TransactionCreate
>>
>>         The difference is the "as comment" part. I thought the "as 
>> comment" meant that an E_mail will NOT go out (otherwise, why have 
>> that difference?). I made this second scrip because out of 50+ queues, 
>> the owner of the GL queue does not want this type of notification. So, 
>> I thought by creating the second scrip, it would resolve the problem. 
>> IT doesn't work. The AdminCc and the CC watchers still get E_mail on 
>> correspondence. Anyone have a clue as to why? Thanks.
>>
>>
>> Kenn
>> LBNL
> 
> Hello Kenn,
> 
> Neither of these scrips should notify watchers - 'other recipients' are 
> one-time recipients that you'd type on the reply screen. So I'd say the 
> notifications you see are coming from another scrip.
> 
> Also - "as comment" means that the mail will be sent with the queue's 
> comment address as the return address. So if someone replies, their 
> reply will come back to the ticket as a comment.
> 
> Steve
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
> a copy at http://rtbook.bestpractical.com
> 


From KFCrocker at lbl.gov  Thu Jun 28 12:20:21 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 28 Jun 2007 09:20:21 -0700
Subject: [rt-users] Notification problem
In-Reply-To: <4683AD05.4040905@itasoftware.com>
References: <4682DB86.9040106@lbl.gov> <4683AD05.4040905@itasoftware.com>
Message-ID: <4683DFC5.6040609@lbl.gov>

Forrest,


	Thanks. I'm going to do something like that to ignore the Queue that 
doesn't want the E_mail.


Kenn
LBNL

Forrest Blount wrote:
> Hi Kenn-- we have a similar situation.  I'm getting around it by using 
> the following as a custom condition on the global scrip (I have no idea 
> if your idea re: local scrips of same name super-ceding global scrips).
> 
> Obviously this particular bit of code is for transactions where tickets 
> are being resolved-- depending on the global scrip you may want to tweak 
> that as well.
> 
> # test if the ticket is being resolved and in the /queuename/(queue name 
> must be case sensitive)
> # if it is, don't run the scrip, if it isn't, run it
> if (($self->TransactionObj->NewValue eq "resolved") &&
> ($self->TransactionObj->Type eq "Status") &&
> ($self->TicketObj->QueueObj->Name ne "/queuename/"))
> {
> return 1;
> } else {
> return undef;
> }
> 
> Forrest
> 
> 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. I have a global scrip that 
>> states:
>>
>> name: Notify other recipients on correspond
>> condition: on correspond
>> action: notify other recipients
>> template: global template: correspondence
>> stage: TransactionCreate
>>
>> I have duplicated this scrip by name for queue "GL":
>>
>> name: Notify other recipients on correspond
>> condition: on correspond
>> action: notify other recipients as comment
>> template: global template: correspondence
>> stage: TransactionCreate
>>
>>     The difference is the "as comment" part. I thought the "as 
>> comment" meant that an E_mail will NOT go out (otherwise, why have 
>> that difference?). I made this second scrip because out of 50+ queues, 
>> the owner of the GL queue does not want this type of notification. So, 
>> I thought by creating the second scrip, it would resolve the problem. 
>> IT doesn't work. The AdminCc and the CC watchers still get E_mail on 
>> correspondence. Anyone have a clue as to why? 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 jplatter at vortexit.net  Thu Jun 28 12:35:35 2007
From: jplatter at vortexit.net (Jeff Platter)
Date: Thu, 28 Jun 2007 12:35:35 -0400
Subject: [rt-users] Issue with command by email extension
In-Reply-To: <027801c7b99e$01ffef70$05ffce50$@net>
References: <027801c7b99e$01ffef70$05ffce50$@net>
Message-ID: <028b01c7b9a2$5b0a9850$111fc8f0$@net>

NM. Sorry to bother the list with this. It was a simple permissions issue.
Users only had permission to create tickets. For some reason I jumped to
conclusions about it being an issue with CommandByEmail.  My bad. L

 

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff Platter
Sent: Thursday, June 28, 2007 12:04 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Issue with command by email extension

 

I'm using RT v3.6.3 and I have commandByEmail v0.05 installed. I'm having
some issues when someone forwards or replies to a message. They randomly get
an email back that has Permission Denied in it. I believe that it has to do
with the fact that when you forward or reply toa  message it puts the old
heading in the message such as:

From: this persons email

To: this persons email

Subject: this persons subject

 

How does commandByEmail know to ignore this? Or doesn't it? And if not, what
can I do to prevent this from being a problem in the future?

 

Thanks,

-Jeff


-- 
This message has been scanned for viruses and 
dangerous content by  <http://www.mailscanner.info/> MailScanner, and is 
believed to be clean. 


-- 
This message has been scanned for viruses and
dangerous content by MailScanner, and is
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From rwerner at usscript.com  Thu Jun 28 13:34:42 2007
From: rwerner at usscript.com (Robert G. Werner)
Date: Thu, 28 Jun 2007 10:34:42 -0700
Subject: [rt-users] Issue with command by email extension
In-Reply-To: <027801c7b99e$01ffef70$05ffce50$@net>
References: <027801c7b99e$01ffef70$05ffce50$@net>
Message-ID: <4683F132.5030605@usscript.com>

Jeff Platter wrote:
[snip]
> How does commandByEmail know to ignore this? Or doesn??t it? And if not, 
> what can I do to prevent this from being a problem in the future?
> 
>  
> 
> Thanks,
> 
> -Jeff
[snip]
CommandByEmail has a rather simpleminded approach to parsing.  Any 2 
words starting at the beginning of a line separated by a colon are 
treated as a command.

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.

-- 
Robert G. Werner (Network Systems Administrator)
rwerner at usscript.com

559.244.3734
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From rwerner at usscript.com  Thu Jun 28 13:43:31 2007
From: rwerner at usscript.com (Robert G. Werner)
Date: Thu, 28 Jun 2007 10:43:31 -0700
Subject: [rt-users] Issue with command by email extension
In-Reply-To: <4683F132.5030605@usscript.com>
References: <027801c7b99e$01ffef70$05ffce50$@net>
	<4683F132.5030605@usscript.com>
Message-ID: <4683F343.6010300@usscript.com>

Robert G. Werner wrote:
> Jeff Platter wrote:
> [snip]
>> How does commandByEmail know to ignore this? Or doesn????????t it? And if 
>> not, what can I do to prevent this from being a problem in the future?
>>
>>  
>>
>> Thanks,
>>
>> -Jeff
> [snip]
> CommandByEmail has a rather simpleminded approach to parsing.  Any 2 
> words starting at the beginning of a line separated by a colon are 
> treated as a command.
> 
> 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.
[snip]
Oops,  I needed to clarify my script's use of SpamAssassin.  I'm not 
actually calling it in this script because all of my mail is already 
checked on arrival at the gateway.  That is why I can check the 
X-Spam-Score header without ever creating a SA object.

-- 
Robert G. Werner (Network Systems Administrator)
rwerner at usscript.com

559.244.3734
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From KFCrocker at lbl.gov  Thu Jun 28 14:08:27 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 28 Jun 2007 11:08:27 -0700
Subject: [rt-users] Wierd CF updating results
Message-ID: <4683F91B.3090605@lbl.gov>

To all,


	This should be a real good test of our understanding of how a scrip can 
change a Custom Field. I have two scrips that are alomost exactly alike; 
difference being the value being put into the SAME CF. The actions are 
as follows:

First scrip action;

# set new Work-Status value

my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Work-Status";
my $cf_value = "Investigating Request";

$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
$cf_obj->AddValueForObject( Object=>$ticket, Content=>$cf_value, );

# set new Ticket Status value

$ticket->SetStatus("rq approvd");
return 1;

Second scrip action;

# set new Work-Status value

my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Work-Status";
my $cf_value = "Estimating Effort";

$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
$cf_obj->AddValueForObject( Object=>$ticket, Content=>$cf_value, );
return 1;

	I have checked the DataBase after executing both og these and in the 
case of the first one, the value I inserted was there in the 
OBJECTCUSTOMFIELDVALUES with the Disabled value as 0. In the case of the 
second one, the value I inserted was there as well, but the Disabled 
value was 1, followed by another record for the same CF and the value 
was reverted to what it was before my scrip ran and the disabled value 
was 0.

	So, why is this happening. Same user (me) with superuser rights modify 
the same CF in the same ticket in the same Queue and in the first 
instance, all is well, in the second, my change is reverted with the 
database indicating that my change was disabled and it's reversion being 
enabled (that, of course, makes sense if my change is gonna be rejected).

	Anyone out there with any brilliant clues? I realise that the first 
scrip is also changin the Ticket Status, but that should not have this 
effect. Oh, also, the CF is a "ticket" CF and is set for "select 1 
value" and both values are valid choices. Hope this tantalises someone.


Kenn
LBNL


From racke at linuxia.de  Thu Jun 28 19:09:28 2007
From: racke at linuxia.de (Stefan Hornburg (Racke))
Date: Fri, 29 Jun 2007 01:09:28 +0200
Subject: [rt-users] Public Interface
In-Reply-To: <D8718FE1-466E-49C8-A12C-CE323A1370AE@bestpractical.com>
References: <46487E3E.2070803@linuxia.de>
	<D8718FE1-466E-49C8-A12C-CE323A1370AE@bestpractical.com>
Message-ID: <46843FA8.4090408@linuxia.de>

Jesse Vincent wrote:
> 
> On May 14, 2007, at 11:20 AM, Stefan Hornburg wrote:
> 
>> I recently start to use RT for tracking bugs and issues in projects 
>> for my customers. Now I would like to extend this to open source 
>> software,
>> where everyone should be able to view and comment on tickets.
>>
>> Questions:
>>
>> 1. How can I setup a "guest" account for unauthorized users like on 
>> rt.cpan.org ?
> 
> 
> Have a look at these distributions in the RT svn repository.
> 
>     RT-BugTracker/
>     RT-BugTracker-Public/

The latter one bugs out on RT 3.6.1 (Debian packages from etch) with:

System error
error:  	Error during compilation of 
/usr/share/request-tracker3.6/html/Callbacks/BugTracker-Public/autohandler/Default:
Variable "$session" is not imported at 
/usr/share/request-tracker3.6/html/Callbacks/BugTracker-Public/autohandler/Default line 3.
Global symbol "$session" requires explicit package name at 
/usr/share/request-tracker3.6/html/Callbacks/BugTracker-Public/autohandler/Default line 3.

context:  	
1:  	<%init>
2:  	if ( $session{'CurrentUser'}->Name eq $RT::WebPublicUser
3:  	or defined $session{'BitcardUser'} or defined $session->{'CurrentUser'}->{'OpenID'} )
4:  	{
5:  	# This is a public user, we only want them going to /Public/
6:  	#
7:  	# The following logic is very similar to the priv/unpriv logic
...  	
code stack:  	/usr/share/perl5/HTML/Mason/Interp.pm:445
/usr/share/perl5/HTML/Mason/Request.pm:1087
/usr/share/perl5/HTML/Mason/Request.pm:1020
/usr/share/perl5/HTML/Mason/Request.pm:1198
/usr/share/request-tracker3.6/html/Elements/Callback:83
/usr/share/request-tracker3.6/html/autohandler:255
raw error

Any advice ?

Thanks
	Racke

-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From gentgeen at linuxmail.org  Thu Jun 28 18:53:32 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Thu, 28 Jun 2007 18:53:32 -0400
Subject: [rt-users] Searching Custom Fields is case sensitve
Message-ID: <20070628185332.001d1f01@localhost.localdomain>


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 tburns at hawaii.edu  Fri Jun 29 02:06:09 2007
From: tburns at hawaii.edu (Dave Burns)
Date: Thu, 28 Jun 2007 20:06:09 -1000
Subject: [rt-users] mail can't get to RT?
Message-ID: <943be0b10706282306o4c6de31bu1d075053b7521b65@mail.gmail.com>

I need a pointer to know what to look for in the sendmail man page/docs.

I've got RT installed and running and the mailgate working so long as you
send email from the same host where RT is installed.

We have a central mail server on another host. Mail is configured so that
mail going out from the RT host goes through the central mail server. Mail
"coming back" never actually comes to the RT host, there is an NFS setup so
that when mail gets to the central server it delivers it via NFS to the
mailbox of the user (or passes it upstream if it is not address to our
domain). So when mail comes from other hosts, the central mail server either
wants to deliver it as if it was local or pass it upstream to another server
with even less of a clue what to do with RT's mail. Although it would make
life simpler, hosting RT on the same machine as the central mail server is
not going to happen.

Ideally I would like to reconfig the central mail server so that the RT mail
actually gets sent to the RT host.

Unfortunately I barely know anything about sendmail. So I need to RTFM.
Unfortunately, the FM is enormous. I don't even know what to call this - I
was looking at relaying, but that seems to be the reverse of what I want. I
know how to get the central server to listen to more hosts and pass their
spam upstream, I have no idea how to tell it "this user lives on this host,
pass its mail directly to that host."

Please give me a hint about what sendmail feature or whatever I should look
at to fix this. Give me something to get me in the right ballpark? A crumb?

Thanks,
Dave
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From JoopvandeWege at mococo.nl  Fri Jun 29 02:28:22 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Fri, 29 Jun 2007 08:28:22 +0200
Subject: [rt-users] mail can't get to RT?
In-Reply-To: <943be0b10706282306o4c6de31bu1d075053b7521b65@mail.gmail.com>
References: <943be0b10706282306o4c6de31bu1d075053b7521b65@mail.gmail.com>
Message-ID: <4684A686.1090706@mococo.nl>

Dave Burns wrote:
> I need a pointer to know what to look for in the sendmail man page/docs.
> 
> I've got RT installed and running and the mailgate working so long as 
> you send email from the same host where RT is installed.
> 
> We have a central mail server on another host. Mail is configured so 
> that mail going out from the RT host goes through the central mail 
> server. Mail "coming back" never actually comes to the RT host, there is 
> an NFS setup so that when mail gets to the central server it delivers it 
> via NFS to the mailbox of the user (or passes it upstream if it is not 
> address to our domain). So when mail comes from other hosts, the central 
> mail server either wants to deliver it as if it was local or pass it 
> upstream to another server with even less of a clue what to do with RT's 
> mail. Although it would make life simpler, hosting RT on the same 
> machine as the central mail server is not going to happen.

> Please give me a hint about what sendmail feature or whatever I should 
> look at to fix this. Give me something to get me in the right ballpark? 
> A crumb?
> 
> Thanks,
> Dave

Here is how it works at my place which uses a central mail server 
(Xmail) and RT is on a seperate host. I have an account (helpdesk) 
configured on Xmail which simple redirects all mail send to it to 
sendmail running on the RT host. There I have sendmail configured per RT 
  Wiki to accept mail on the helpdesk account and pipe it into 
rt-mailgate which gets it into the database.
Checking if your configuration of sendmail on the RT box works can be 
done by telnetting to port 25 and starting the SMTP protocol and see if 
it makes it into RT.
There is a possibility that you need to configure sendmail to accept 
email on its external interface (eth0) too. It already does this on 
127.0.0.1 by default. It depends on distribution how this is configured 
by default.

Hope this helps you,

Joop



From mauro.cafiero at pirelli.com  Fri Jun 29 03:19:47 2007
From: mauro.cafiero at pirelli.com (Cafiero Mauro, IT)
Date: Fri, 29 Jun 2007 09:19:47 +0200
Subject: [rt-users] mail can't get to RT?
In-Reply-To: <4684A686.1090706@mococo.nl>
Message-ID: <AB0F66CC57B4E342ADFDC66D41A9CB50029589B2@xch055it.emea.group.pirelli.com>

In my system there are two mail server on separate host, I've installed fetchmail on server where is running rt. Fetchmail gets e-mail from server via pop or imap and redirect it to rt via rt-mailgate. 
I can't configure mail servers to redirect mail to sendmail on rt server because of dynamic cluster configuration, virtual ip...    

This configuration works fine.

mauro

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joop van de Wege
Sent: Friday, June 29, 2007 08:28
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] mail can't get to RT?

Dave Burns wrote:
> I need a pointer to know what to look for in the sendmail man page/docs.
> 
> I've got RT installed and running and the mailgate working so long as 
> you send email from the same host where RT is installed.
> 
> We have a central mail server on another host. Mail is configured so 
> that mail going out from the RT host goes through the central mail 
> server. Mail "coming back" never actually comes to the RT host, there is 
> an NFS setup so that when mail gets to the central server it delivers it 
> via NFS to the mailbox of the user (or passes it upstream if it is not 
> address to our domain). So when mail comes from other hosts, the central 
> mail server either wants to deliver it as if it was local or pass it 
> upstream to another server with even less of a clue what to do with RT's 
> mail. Although it would make life simpler, hosting RT on the same 
> machine as the central mail server is not going to happen.

> Please give me a hint about what sendmail feature or whatever I should 
> look at to fix this. Give me something to get me in the right ballpark? 
> A crumb?
> 
> Thanks,
> Dave

Here is how it works at my place which uses a central mail server 
(Xmail) and RT is on a seperate host. I have an account (helpdesk) 
configured on Xmail which simple redirects all mail send to it to 
sendmail running on the RT host. There I have sendmail configured per RT 
  Wiki to accept mail on the helpdesk account and pipe it into 
rt-mailgate which gets it into the database.
Checking if your configuration of sendmail on the RT box works can be 
done by telnetting to port 25 and starting the SMTP protocol and see if 
it makes it into RT.
There is a possibility that you need to configure sendmail to accept 
email on its external interface (eth0) too. It already does this on 
127.0.0.1 by default. It depends on distribution how this is configured 
by default.

Hope this helps you,

Joop

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

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


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




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From girgen at pingpong.net  Fri Jun 29 12:24:11 2007
From: girgen at pingpong.net (Palle Girgensohn)
Date: Fri, 29 Jun 2007 18:24:11 +0200
Subject: [rt-users] ObjectCustomFields are not sorted at all
Message-ID: <240EF7D890E907AAD762DD1A@rambutan.pingpong.net>

Hi,

When creating or looking at a request, the ObjectCustomFields are not 
sorted at all. This has become a big problem for us, since we are using RT 
to create a form that a business partner shall use to enter orders. 
Browsing the archives here, this seems to be a problem, and one that is 
hard to solve. Dunno if it has been fixed, though, but it fails for me.

The SQL in question is this:

 SELECT main.* FROM ( SELECT main.id FROM CustomFields main , 
ObjectCustomFields ObjectCustomFields_1  WHERE
  ((ObjectCustomFields_1.ObjectId = '12') OR (ObjectCustomFields_1.ObjectId 
= '0')) AND ((main.Disabled = '0')) AND
  ((main.LookupType = 'RT::Queue-RT::Ticket')) AND ((main.id = 
ObjectCustomFields_1.CustomField))   GROUP BY main.id ORDER BY
  min(ObjectCustomFields_1.ObjectId) ASC, 
min(ObjectCustomFields_1.SortOrder) ASC  ) distinctquery, CustomFields main 
WHERE
  (main.id = distinctquery.id)


Ths sorting is done in the inner select, which is ignored in the outer. 
This SQL produces the expected result:

 SELECT main.* FROM ( SELECT main.id , ObjectCustomFields_1.sortorder FROM 
CustomFields main , ObjectCustomFields ObjectCustomFields_1  WHERE
  ((ObjectCustomFields_1.ObjectId = '12') OR (ObjectCustomFields_1.ObjectId 
= '0')) AND ((main.Disabled = '0')) AND
  ((main.LookupType = 'RT::Queue-RT::Ticket')) AND ((main.id = 
ObjectCustomFields_1.CustomField))   GROUP BY main.id , 
ObjectCustomFields_1.sortorder  ORDER BY
  min(ObjectCustomFields_1.ObjectId) ASC, 
min(ObjectCustomFields_1.SortOrder) ASC  ) distinctquery, CustomFields main 
WHERE
  (main.id = distinctquery.id) order by distinctquery.sortorder


But it is a mystery to me how to get RT to run this query. Anyone has any 
ideas about this?

RT 3.6.3, PostgreSQL 8.1.8.

Regards
Palle Girgensohn



From torsten.brumm at googlemail.com  Fri Jun 29 13:41:23 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Fri, 29 Jun 2007 19:41:23 +0200
Subject: [rt-users] RT Large Scale Performance Issues: Resolved
In-Reply-To: <002501c7b7b9$3288fe20$b6f3a305@plasma>
References: <002501c7b7b9$3288fe20$b6f3a305@plasma>
Message-ID: <bdbd084b0706291041t6d497dd8vcd56df5926324ff8@mail.gmail.com>

Hi Andrew,

the first part of your mail was fine, its working like a charme, but this
part:

*Use another locking scheme*

By default, it appears the user settings locking scheme (for read/write
locks) by default is done via MySQL (using the GET_LOCK() method). When a
user browses RT.

While this sounds fine, unfortunately its because there is no 'read/shared
lock' concept using GET_LOCK(), and so every lock the user makes (eg,
locking their preferences for READ during a page load) is promoted to an
exclusive write lock. This slows performance when loading multiple pages at
once as every page is competing for this exclusive lock, instead of using a
shared read lock.
I dont understand, do you have an idea how to change this like you described
it???

Thanks

Torsten

2007/6/26, Andrew Armstrong <andrew at mammoth.com.au>:
>
>  Hi Everyone,
>
>
>
> We have been making use of RT for almost a year now, however the
> performance began to quickly degrade (tickets would take 30+ seconds to open
> at times) over time.
>
>
>
> We're using RT v3.6.3
>
>
>
> After we checked both this list and other resources for a solution, we
> were unable to find a solid fix which appeared to correct the issue.
>
>
>
> We have managed to change a few core queries to our installation which
> appears to have made a massive difference (tickets load in less than one
> second most of the time).
>
>
>
> We thought others would benefit from these changes and so I am passing on
> the findings we made to fix up our RT install.
>
>
>
> *Force a JOIN order of important tables*
>
> From Nathan at mammoth:
>
> --
>
> This is lib/RT/SearchBuilder_Local.pm - its a new file which is
> automatically used by RT's extension system. We're using 3.6.3
>
>
>
> It works by changing the SQL to do a straight join of tables in a specific
> order. This appears to improve things because MySQL appears unable to choose
> the optimal join order on its own.
>
>
>
> Regards
>
> Nathan
>
> --
>
> * *
>
> This changed file is attached.
>
> * *
>
> *Use another locking scheme*
>
> By default, it appears the user settings locking scheme (for read/write
> locks) by default is done via MySQL (using the GET_LOCK() method). When a
> user browses RT.
>
> While this sounds fine, unfortunately its because there is no 'read/shared
> lock' concept using GET_LOCK(), and so every lock the user makes (eg,
> locking their preferences for READ during a page load) is promoted to an
> exclusive write lock. This slows performance when loading multiple pages at
> once as every page is competing for this exclusive lock, instead of using a
> shared read lock.
>
>
>
> Regards,
>
> Andrew
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
>


-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From JStark at sumtotalsystems.com  Fri Jun 29 16:36:32 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Fri, 29 Jun 2007 13:36:32 -0700
Subject: [rt-users] DB Growth
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03C0B525@mtn-exch1.sumtotalsystems.com>

Can anyone explain why we are seeing exponential growth in our
"Attachments" table?

It appears to be related to emails sent by the system, but looking for
more concise explanation.
 
We only have approximately 5000 tickets yet our Attachments table (we
don't have actual attachments enabled) is growing significantly to 8GB.
 
Thanks,
 
-Stark

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From forrest at itasoftware.com  Fri Jun 29 16:39:47 2007
From: forrest at itasoftware.com (Forrest Blount)
Date: Fri, 29 Jun 2007 16:39:47 -0400
Subject: [rt-users] DB Growth
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03C0B525@mtn-exch1.sumtotalsystems.com>
References: <1AC37FBEF7856646AC61A9F285BC14CC03C0B525@mtn-exch1.sumtotalsystems.com>
Message-ID: <46856E13.3000306@itasoftware.com>

Check to see if a scrip is caught in a loop sending/adding attachments 
to your tickets (and your db).

Forrest

Jeff Stark wrote:
> Can anyone explain why we are seeing exponential growth in our 
> "Attachments" table?
>
> It appears to be related to emails sent by the system, but looking for 
> more concise explanation.
>  
> We only have approximately 5000 tickets yet our Attachments table (we 
> don't have actual attachments enabled) is growing significantly to 8GB.
>  
> Thanks,
>  
>
> *-Stark*
>
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From JStark at sumtotalsystems.com  Fri Jun 29 18:05:35 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Fri, 29 Jun 2007 15:05:35 -0700
Subject: [rt-users] DB Growth
In-Reply-To: <46856E13.3000306@itasoftware.com>
References: <1AC37FBEF7856646AC61A9F285BC14CC03C0B525@mtn-exch1.sumtotalsystems.com>
	<46856E13.3000306@itasoftware.com>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03C0B5D7@mtn-exch1.sumtotalsystems.com>

Thanks Forrest,

We found that there were a couple of tickets where (somehow) the
requestor had attached the same file (roughly 5MB) over 100 times.

Thanks, 

- Stark



-----Original Message-----
From: Forrest Blount [mailto:forrest at itasoftware.com] 
Sent: Friday, June 29, 2007 4:40 PM
To: Jeff Stark
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] DB Growth

Check to see if a scrip is caught in a loop sending/adding attachments
to your tickets (and your db).

Forrest

Jeff Stark wrote:
> Can anyone explain why we are seeing exponential growth in our 
> "Attachments" table?
>
> It appears to be related to emails sent by the system, but looking for

> more concise explanation.
>  
> We only have approximately 5000 tickets yet our Attachments table (we 
> don't have actual attachments enabled) is growing significantly to
8GB.
>  
> Thanks,
>  
>
> *-Stark*
>
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From theillien at yahoo.com  Sat Jun 30 00:40:30 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sat, 30 Jun 2007 00:40:30 -0400
Subject: [rt-users] Shredder Error
Message-ID: <4685DEBE.90307@yahoo.com>

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);
$shredder->PutResolver($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