From navin.singh at ionidea.com Thu Mar 1 00:41:15 2007 From: navin.singh at ionidea.com (Navin Chandra Singh) Date: Thu, 01 Mar 2007 11:11:15 +0530 Subject: [rt-users] user can not create ticket before chose the proper queue Message-ID: <45E6677B.7020507@ionidea.com> Hi All, we are using RT 3.4.6 my problem is that whenever any user create a ticket he create in default queue. I want implement a system where before creating any ticket in any queue user have to chose the queue not into default can some one please help me on this? Thanks & Regards Navin -- Regards, Navin Chandra Singh, SSA, Information Systems IonIdea Enterprise Solutions Pvt. Ltd. #38-40, Export Promotion Industrial Park Whitefield, Bangalore - 560066, India Fax: +91.80.28411391, Mob: +91. 9886756921 --------------------------------------------------------------------------------------- "Before you start some work, always ask yourself three questions - Why am I doing it, What the results might be and Will I be successful. Only when you think deeply and find satisfactory answers to these questions, go ahead." Chanakya quotes (Indian politician, strategist and writer,350 BC-275 BC) From geek+rt at cmu.edu Thu Mar 1 01:07:45 2007 From: geek+rt at cmu.edu (Brian Gallew) Date: Thu, 01 Mar 2007 09:07:45 +0300 Subject: [rt-users] Google Summer of Code In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> Message-ID: <45E66DB1.7090604@cmu.edu> Jesse Vincent wrote: > I'd love to submit RT to Google's Summer of Code this summer. It's > probably time to start brainstorming projects. > > What would you like to do/see done as part of a RT summer of code > project? Better RTx::Shredder integration, with some built-in useful operations such as "purge all users that are not referenced by any tickets/attachments/transactions/etc", one-button validations of *everything*, and so forth. A global scrip repository. Right now you have global scrips and per-queue scrips. Wouldn't it be nice if, when you set up a new queue, that instead of writing a bunch of "new" scrips that are identical with some of the scrip used elsewhere, you can just select them (kind of like group membership: these queue execute this scrip)? Sure, I could write *all* my scrips as global scrips and then put queue-name tests in them, modifying them each time I add a queue, but that seems to be an unnecessary risk. Integration and clean-up of the RTx::Report(s) module. Reports are fun! From theillien at yahoo.com Thu Mar 1 01:09:17 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 01 Mar 2007 01:09:17 -0500 Subject: [rt-users] Google Summer of Code In-Reply-To: <45E66DB1.7090604@cmu.edu> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <45E66DB1.7090604@cmu.edu> Message-ID: <45E66E0D.6020308@yahoo.com> Brian Gallew wrote: > > Integration and clean-up of the RTx::Report(s) module. Reports are fun! > And, as previously mentioned, customizable reports. From JoopvandeWege at mococo.nl Thu Mar 1 03:22:06 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 01 Mar 2007 09:22:06 +0100 Subject: [rt-users] Google Summer of Code In-Reply-To: <20070228215610.GS17715@it.is.rice.edu> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <20070228215610.GS17715@it.is.rice.edu> Message-ID: <45E68D2E.7020008@mococo.nl> Kenneth Marshall wrote: > On Wed, Feb 28, 2007 at 03:28:37PM -0600, John Arends wrote: >> The ability to use AD (or LDAP) to hold group members. >> > Definitely using normal LDAP would be great, with ADLDAP support > in second. Adding full-text indexing and search capability to improve > the performance with DBs that support it (PostgreSQL, MySQL, Oracle,..) Atleast for Oracle it is already possible. Posted this to either rt-users or rt-develop a while back. If you can't find it I'll repost. Joop From rfh at pipex.net Thu Mar 1 04:20:45 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 01 Mar 2007 09:20:45 +0000 Subject: [rt-users] Google Summer of Code In-Reply-To: <45E5FBB5.1050509@vonage.com> References: <200702282145.l1SLjnxr026726@remora.cc.uic.edu> <45E5FBB5.1050509@vonage.com> Message-ID: <45E69AED.2080609@pipex.net> Also a fully integrated soap (xml) interface , so php and .net systems can talk to RT. REST is good but soap is more of a standard. Roy Dmitri Tikhonov wrote: > Bob Goldstein wrote: >> >On Wed, 2007-02-28 at 14:29 -0500, Jesse Vincent wrote: >> >> I'd love to submit RT to Google's Summer of Code this summer. >> It's >> probably time to start brainstorming projects. >> >> >> >> What would you like to do/see done as part of a RT summer of code >> >> project? >> >> >> A rational, extensible, full-featured REST 2.0 > > Yes. The server-side REST code could stand some improvement. I am > willing to donate (or [co-]maintain, if server-side changes are not > very heavy and don't take up oodles of time to keep up) > RT::Client::REST to the project. > > - Dmitri. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From torsten.brumm at kuehne-nagel.com Thu Mar 1 04:21:23 2007 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm | Kuehne + Nagel) Date: Thu, 01 Mar 2007 10:21:23 +0100 Subject: [rt-users] Google Summer of Code In-Reply-To: <45E69AED.2080609@pipex.net> Message-ID: Yes, thats correct! A working SOAP or a better REST Interface!!! On 01.03.2007 10:20 Uhr, "Roy El-Hames" wrote: > Also a fully integrated soap (xml) interface , so php and .net systems > can talk to RT. > REST is good but soap is more of a standard. > Roy > Dmitri Tikhonov wrote: >> Bob Goldstein wrote: >>>> On Wed, 2007-02-28 at 14:29 -0500, Jesse Vincent wrote: >>>>> I'd love to submit RT to Google's Summer of Code this summer. >>> It's >> probably time to start brainstorming projects. >>>>> >>>>> What would you like to do/see done as part of a RT summer of code >>>>> project? >>> >>> >>> A rational, extensible, full-featured REST 2.0 >> >> Yes. The server-side REST code could stand some improvement. I am >> willing to donate (or [co-]maintain, if server-side changes are not >> very heavy and don't take up oodles of time to keep up) >> RT::Client::REST to the project. >> >> - Dmitri. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- With kindest regards K?HNE+NAGEL (AG & Co.) KG Torsten Brumm / HAM MI-ID Datacenter Hamburg Bauerbergweg 25 22111 Hamburg Tel: +49 40 3033 33 199 Fax: +49 40 3033 344 3199 Gsm: +49 40 176 27 27 18 50 Mail: torsten.brumm at kuehne-nagel.com Web: www.kuehne-nagel.com K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollensen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne From torsten.brumm at kuehne-nagel.com Thu Mar 1 04:46:39 2007 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm | Kuehne + Nagel) Date: Thu, 01 Mar 2007 10:46:39 +0100 Subject: [rt-users] CLI Question - Add Users to group per Scrip In-Reply-To: <45E5895B.90000@oracle.com> Message-ID: Hi Joe, Thanks, it works very well, you saved my many hours of work!!! I owe you a beer! Torsten On 28.02.2007 14:53 Uhr, "Joe Casadonte" wrote: > On 2/27/2007 7:15 AM, Torsten Brumm wrote: > >> And line 38 looks like: >> >> my($status, $msg) = $group->{$groupname}->AddMember($user->id); >> I'm not sure if the AddMember is defined in this routine, but i found: > > Cut and paste error on my part. I think that line should read: > > my($status, $msg) = $group->AddMember($user->id); -- With kindest regards K?HNE+NAGEL (AG & Co.) KG Torsten Brumm / HAM MI-ID Datacenter Hamburg Bauerbergweg 25 22111 Hamburg Tel: +49 40 3033 33 199 Fax: +49 40 3033 344 3199 Gsm: +49 40 176 27 27 18 50 Mail: torsten.brumm at kuehne-nagel.com Web: www.kuehne-nagel.com K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollensen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne From Joerg.Ungermann at web.de Thu Mar 1 06:21:34 2007 From: Joerg.Ungermann at web.de (=?iso-8859-15?Q?J=F6rg_Ungermann?=) Date: Thu, 01 Mar 2007 12:21:34 +0100 Subject: [rt-users] Large Users Table- 3.4.5 solution? Message-ID: <595025355@web.de> Dear RT Users, we have RT 3.4.1 in production with > 30 users and 25000 tickets. We do have 1300 unprivileged users in the users table. They represent the customer base to link tickets to. We also show Address information and custom fields etc. in tickets (Show Requestor part) which is very usefull for telephone support. This is also obviously the slowest part when opening tickets! Performance decays quiet heavily with the number of tickets. We are not quiet sure i this may result from the tremendous growth of groups and groupmember tables. There has been advice that 3.4.5 has fixed this problem. Is that so? Since we have to admit that by customizing the upgrade is quiet an effort: - which parts of 3.4.5 are suggested to improve the problems above? - Is there limited modules that can help to improve the 3.4.1 and leave time for a full upgrade? Thanks JU __________________________________________________________________________ Erweitern Sie FreeMail zu einem noch leistungsst?rkeren E-Mail-Postfach! Mehr Infos unter http://freemail.web.de/home/landingpad/?mc=021131 From ktm at rice.edu Thu Mar 1 09:01:17 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 1 Mar 2007 08:01:17 -0600 Subject: [rt-users] Google Summer of Code In-Reply-To: <45E68D2E.7020008@mococo.nl> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <20070228215610.GS17715@it.is.rice.edu> <45E68D2E.7020008@mococo.nl> Message-ID: <20070301140117.GW17715@it.is.rice.edu> On Thu, Mar 01, 2007 at 09:22:06AM +0100, Joop wrote: > Kenneth Marshall wrote: > >On Wed, Feb 28, 2007 at 03:28:37PM -0600, John Arends wrote: > >>The ability to use AD (or LDAP) to hold group members. > >> > >Definitely using normal LDAP would be great, with ADLDAP support > >in second. Adding full-text indexing and search capability to improve > >the performance with DBs that support it (PostgreSQL, MySQL, Oracle,..) > Atleast for Oracle it is already possible. Posted this to either > rt-users or rt-develop a while back. If you can't find it I'll repost. > > Joop > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > Joop, I saw a reference to your Oracle full-text add-in, but not the actual patch. I know that it can be done. I was hoping for more uniform support within RT when you use any DB that supports it. If you could send or post the patch for Oracle again, that would be great. I am working on an update to 3.6 with a PostgreSQL backend, and I would like to cobble in some full-text support for the new system. Ken From cbrandt at buffalo.edu Thu Mar 1 09:17:23 2007 From: cbrandt at buffalo.edu (Jim Brandt) Date: Thu, 01 Mar 2007 09:17:23 -0500 Subject: [rt-users] Google Summer of Code In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> Message-ID: <45E6E073.5020004@buffalo.edu> Some of these already mentioned, and I'm sure some are not necessarily appropriate for SoC projects. Not listed in any order: * more reporting; * a SOAP interface; * Perforce integration similar to the svn integration; * an ITIL version of RT that maps all labels and functionality to recommended ITIL best practices. I know there was some discussion on the list a while back about an ITIL/RT interest group and maybe they could help spec this out; * reminders for groups; * 'smart' ordered priority lists such that you could take ten tickets, prioritize them 1 to 10, and they would automatically re-sort when a ticket was resolved or when one was re-prioritized. * maybe a documentation project to: - flesh out docs for the new features in 3.6.*; - clean-up and augment the wiki; - capture some of the FAQs from the users list create full explanations on the wiki; Jim Jesse Vincent wrote: > I'd love to submit RT to Google's Summer of Code this summer. It's > probably time to start brainstorming projects. > > What would you like to do/see done as part of a RT summer of code project? > > Jesse > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Jim Brandt Administrative Computing Services University at Buffalo From rfh at pipex.net Thu Mar 1 09:35:51 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 01 Mar 2007 14:35:51 +0000 Subject: [rt-users] Google Summer of Code In-Reply-To: <45E6E073.5020004@buffalo.edu> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <45E6E073.5020004@buffalo.edu> Message-ID: <45E6E4C7.30907@pipex.net> One more I thought of is customer management and multiple contacts per customers , A self service like interface where a contact for customer A should be able to view/update all tickets by all contacts of customer A .. I remember this coming up in the list few times with out any clean solution. Regards; Roy Jim Brandt wrote: > Some of these already mentioned, and I'm sure some are not necessarily > appropriate for SoC projects. Not listed in any order: > > * more reporting; > > * a SOAP interface; > > * Perforce integration similar to the svn integration; > > * an ITIL version of RT that maps all labels and functionality to > recommended ITIL best practices. I know there was some discussion on > the list a while back about an ITIL/RT interest group and maybe they > could help spec this out; > > * reminders for groups; > > * 'smart' ordered priority lists such that you could take ten tickets, > prioritize them 1 to 10, and they would automatically re-sort when a > ticket was resolved or when one was re-prioritized. > > * maybe a documentation project to: > - flesh out docs for the new features in 3.6.*; > - clean-up and augment the wiki; > - capture some of the FAQs from the users list create full > explanations on the wiki; > > > > Jim > > > > Jesse Vincent wrote: >> I'd love to submit RT to Google's Summer of Code this summer. It's >> probably time to start brainstorming projects. >> >> What would you like to do/see done as part of a RT summer of code >> project? >> >> Jesse >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > From rfox at findlay.edu Thu Mar 1 09:37:45 2007 From: rfox at findlay.edu (Ryan Fox) Date: Thu, 01 Mar 2007 09:37:45 -0500 Subject: [rt-users] Google Summer of Code In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> Message-ID: <45E6E539.9020205@findlay.edu> Jesse Vincent wrote: > What would you like to do/see done as part of a RT summer of code > project? I haven't seen a project management extension mentioned.. so I'll throw that out there. :) Ryan -------------- next part -------------- A non-text attachment was scrubbed... Name: rfox.vcf Type: text/x-vcard Size: 276 bytes Desc: not available URL: From martin at mobilerobots.com Thu Mar 1 11:54:26 2007 From: martin at mobilerobots.com (Martin Ekendahl) Date: Thu, 01 Mar 2007 11:54:26 -0500 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken Message-ID: <45E70542.70300@mobilerobots.com> Hello, I'm having a problem lately with RT. None of my scripts seem to be working. I recently had to reinstall the operating system RT was running on. I'm using 3.4.5 on Debian Etch. All my scripts seem to terminate with this error: "[error]: Scrip Prepare XX died. - Undefined subroutine &Scalar::Util::weaken called at /usr/share/request-tracker3.4/lib/RT/Action/Generic.pm line 108." Reading through the archives I saw a similar post that was fixed by updating Scalar::Utils to 1.19. Mine was already at 1.19 so I decided to reinstall it with "cpan -fi Scalar::Util" No change to the error message. Tickets come in and go into the right queues but the no one is notified and the requestor doesn't receive any acknowledgment of his submission. Any ideas what to look next? Thanks. -Martin Ekendahl Some misc information: Server version: Apache/1.3.34 (Debian) This is perl, v5.8.8 built for x86_64-linux-gnu-thread-multi Linux server1 2.6.18-3-amd64 #1 SMP Mon Dec 4 17:04:37 CET 2006 x86_64 GNU/Linux Scalar::Util is up to date (1.19). psql (PostgreSQL) 7.4.16 -- Martin Ekendahl MobileRobots Inc IT Manager Amherst, NH martin at mobilerobots.com (603) 881-7960 From mcoakley at managedbusiness.com Thu Mar 1 12:31:15 2007 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Thu, 01 Mar 2007 12:31:15 -0500 Subject: [rt-users] Email file to Custom Field and check to receipt Message-ID: In the past (and currently) I've used similar code to the code found here: http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail To automate a lot of interaction for deployment processes as well as workflow. I'm now working on some more workflow issues that require that we attach images to tickets and in order to continue the images must be present. (I'm not getting into the issue of the proper image being attached, yet!) I would like to allow the user to be able to send the image as an email attachment to the ticket and have a Scrip pull the attachment and place it into the CustomField that it belongs. I know this has a ton of potential issues with MIME attachments and such but I'm wondering if anyone has done something like this before and if so are they willing to share. Also.. I'm wondering if even if I can't do that how easy it would be to at least check that the CustomField has a value. Just not sure if the check is different since it is an "upload" field and not a normal text/integer/date field. Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 From JoopvandeWege at mococo.nl Thu Mar 1 13:30:05 2007 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Thu, 01 Mar 2007 19:30:05 +0100 Subject: [rt-users] Google Summer of Code In-Reply-To: <20070301140117.GW17715@it.is.rice.edu> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <20070228215610.GS17715@it.is.rice.edu> <45E68D2E.7020008@mococo.nl> <20070301140117.GW17715@it.is.rice.edu> Message-ID: <45E71BAD.2070207@mococo.nl> Kenneth Marshall wrote: > Joop, > > I saw a reference to your Oracle full-text add-in, but not the actual > patch. I know that it can be done. I was hoping for more uniform support > within RT when you use any DB that supports it. If you could send or post > the patch for Oracle again, that would be great. I am working on an > update to 3.6 with a PostgreSQL backend, and I would like to cobble in > some full-text support for the new system. > OK, found the diff, find it attached. Its against Searchbuilder-1.40 and within you'll find an additional index that is needed to get this to work, together with the fact that placing %'s around the search term is not done anymore. I think the person behind the screen/keyboard should decide to use wildcards and not the application behind its back. In this case it also kills performance since you'll effectively disable any index with search terms like these '%search%'. Basically what this patch does is scan for searches on main.content and rewrite the query to use the Oracle specific way of doing full-text searches. I'm not sure this will capture all constructs, what comes to mind is RTFM which probably needs its own patch. Its probably rather straightforward to implement by prepping a RTFM search and then clearing out the Oracle SGA and doing the search and next find the generated SQL and modify SearchBuilder todo the right thing. Hope this will help you Kenneth and maybe a couple of other people as well, Joop -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: SearchBuilder.diff URL: From gmc at metro.cx Thu Mar 1 13:57:24 2007 From: gmc at metro.cx (Koen Martens) Date: Thu, 01 Mar 2007 19:57:24 +0100 Subject: [rt-users] Google Summer of Code In-Reply-To: <45E6E073.5020004@buffalo.edu> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <45E6E073.5020004@buffalo.edu> Message-ID: <45E72214.903@metro.cx> All, Jim Brandt wrote: > Some of these already mentioned, and I'm sure some are not necessarily > appropriate for SoC projects. Not listed in any order: > > * more reporting; > * maybe a documentation project to: > - flesh out docs for the new features in 3.6.*; > - clean-up and augment the wiki; > - capture some of the FAQs from the users list create full > explanations on the wiki; Has spam been mentioned? An efficient way of dealing with spam would be great (but perhaps i've missed something and this already exists). Gr, Koen From tomw at bnl.gov Thu Mar 1 14:34:30 2007 From: tomw at bnl.gov (Tomasz Wlodek) Date: Thu, 1 Mar 2007 14:34:30 -0500 (EST) Subject: [rt-users] Google Summer of Code In-Reply-To: <45E5EFF7.9090706@gmail.com> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <45E5EFF7.9090706@gmail.com> Message-ID: On Wed, 28 Feb 2007, Les Mikesell wrote: > Jesse Vincent wrote: >> I'd love to submit RT to Google's Summer of Code this summer. It's >> probably time to start brainstorming projects. >> >> What would you like to do/see done as part of a RT summer of code project? > > It might take more than a summer, depending on how close-coupled you try to > make it, but I'd love to see a connection between RT and opennms > (http://www.opennms.org/index.php/Main_Page) so that network problems could > open RT tickets automatically (that could probably be done by email now), and > from the ticket you would have a link to the opennms node and asset info and > history. One complication would be how to do this in a way that would still > make sense if you delete network nodes or start over again with a new opennms > database. A link to a twiki page using some convention for naming would be > nice too. We have started on working on such system, but instaed of opennms we are integrating RT-AT-Nagios. -- Tomasz Wlodek Brookhaven Lab From Kris.Boutilier at scrd.bc.ca Thu Mar 1 14:29:20 2007 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Thu, 1 Mar 2007 11:29:20 -0800 Subject: [rt-users] Google Summer of Code Message-ID: <2A80CD54CCAF3846A1029DA4653D2A65DEFB6B@trillian.scrd.ad> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Jesse Vincent > Sent: Wednesday, February 28, 2007 11:30 AM > To: rt-Users Users > Subject: [rt-users] Google Summer of Code > {clip} > > What would you like to do/see done as part of a RT summer of > code project? > SOAP/REST interfaces have already been mentioned. I'd really like to see whatever comes out of that decision leveraged to build a decent, tightly integrated framework for an IVR interface using Asterisk (a-la the now obsolete http://www.voip-info.org/wiki/view/Asterisk+Request+Tracker). Given the wide audience acceptance both the RT and Asterisk projects have already developed in their particular fields it would seem to be really good fusion - imagine unpacking an RT installation, unpacking an Asterisk installation, stirring in some basic configuration and voila! a telephony user interface to go along with the already great email and web UIs - all without needing to add expensive, telephony-specific hardware. A dash of Sphinx (http://www.voip-info.org/wiki/view/Sphinx), a pinch of Festival (http://www.voip-info.org/wiki/view/Festival) all rolled up in a nice VoiceXML wrapper (http://www.voip-info.org/wiki/view/VoiceXML) and it starts to sound like a pretty flexible toolset for doing large scale customer relationship management projects outside of the IT domain. Hmmm, perhaps I'm dreaming... ;-) Kris Boutilier Information Services Coordinator Sunshine Coast Regional District From sarah at bottlenose-wine.com Thu Mar 1 15:01:59 2007 From: sarah at bottlenose-wine.com (Sarah Pomerantz) Date: Thu, 1 Mar 2007 15:01:59 -0500 Subject: [rt-users] AutoreplyToRequestors scrip behavior Message-ID: <0E77CC3D-8BDC-492B-9DED-6D3BA6184811@bottlenose-wine.com> When a requestor sends in an email to create a ticket, the ticket is created successfully in the appropriate queue. Further correspondence on that ticket is successfully emailed to the appropriate contacts. However, when the ticket is created, no email is ever sent back to the requestor. I have the global scrip OnCreate AutoreplyToRequestors active. Also, the ticket history does show emails sent as a result of correspondence on the ticket, but does not show emails sent through the Autoreply scrip. This makes me think that the emails are not being generated in the first place, rather than failing to be delivered to the appropriate parties. I've checked the mailing list archive and found a similar problem was reported in the past - another user recommended: "Look at the "Logging" options within config.pm, and see if you can get some debugging info sent to the logfile." I have a log file which I can post to the rt-users list, if that would be helpful. I am using RT 3.6.3. Please advise how to troubleshoot this, I'm quite new to the RT system so may have overlooked something simple in the configuration. Thank you. ___ Sarah Pomerantz sarah at bottlenose-wine.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ocraig at stillsecure.com Thu Mar 1 15:20:14 2007 From: ocraig at stillsecure.com (Ole Craig) Date: Thu, 01 Mar 2007 13:20:14 -0700 Subject: [rt-users] Google Summer of Code In-Reply-To: <2A80CD54CCAF3846A1029DA4653D2A65DEFB6B@trillian.scrd.ad> References: <2A80CD54CCAF3846A1029DA4653D2A65DEFB6B@trillian.scrd.ad> Message-ID: <1172780414.6693.56.camel@ook> On Thu, 2007-03-01 at 11:29 -0800, Kris Boutilier wrote: > SOAP/REST interfaces have already been mentioned. I'd really like to > see > whatever comes out of that decision leveraged to build a decent, > tightly > integrated framework for an IVR interface using Asterisk (a-la the now > obsolete http://www.voip-info.org/wiki/view/Asterisk+Request > +Tracker). > > Given the wide audience acceptance both the RT and Asterisk projects > have already developed in their particular fields it would seem to be > really good fusion - imagine unpacking an RT installation, unpacking > an > Asterisk installation, stirring in some basic configuration and voila! > a > telephony user interface to go along with the already great email and > web UIs - all without needing to add expensive, telephony-specific > hardware. > > A dash of Sphinx (http://www.voip-info.org/wiki/view/Sphinx), a pinch > of > Festival (http://www.voip-info.org/wiki/view/Festival) all rolled up > in > a nice VoiceXML wrapper (http://www.voip-info.org/wiki/view/VoiceXML) > and it starts to sound like a pretty flexible toolset for doing large > scale customer relationship management projects outside of the IT > domain. I think I've just had an ITgasm, or maybe a supportgasm. :-) -- /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 gleduc at mail.sdsu.edu Thu Mar 1 15:16:38 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 01 Mar 2007 12:16:38 -0800 Subject: [rt-users] Requestor can't see outgoing mail in Self Service Message-ID: <6.2.1.2.2.20070301111800.02c6e378@mail.sdsu.edu> Hi All, I'm trying to implement self service and have 2 questions. I'm testing Jesse's Autoreply template (lifted from the wiki) that sends a login password back to a user when a new ticket is opened via e-mail. The (unprivileged) user then logs in to track the ticket using his e-mail address and the random password he received via e-mail as credentials. 1. There seems to be a problem with letting the user view outgoing e-mails, even though I think I've given the Requestor role the necessary privileges. Setup: RT 3.6.3 Configuration>Queues>(queue-name)>Group Rights: Everyone: CreateTicket Requestor: SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments, WatchAsAdminCc When the user logs in he is taken to the "RT Self Service / Open Tickets" page. Clicking on the new ticket brings it up with "The Basics" and "History" sections displayed. The outgoing mail is listed at the bottom of the History section, along with a [Show] link. Clicking on the [Show] link takes the user back to the "RT Self Service / Open Tickets" page (instead of displaying the e-mail), even though the URL looks like it should display the e-mail: "rt/Ticket/ShowEmailRecord.html?id=75&Transaction=807&Attachment=255". When a superuser clicks on the same link the e-mail is displayed. Is this a bug or expected behavior? Have I given the Requestor role the appropriate rights? 2. Another question, only vaguely related: Is there a way for this unprivileged user to change the random password he was assigned? Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From HelmuthRamirez at compupay.com Thu Mar 1 19:02:33 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Thu, 1 Mar 2007 19:02:33 -0500 Subject: [rt-users] Unable to attach files in Web interface References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <1172697827.3854.97.camel@mlap> Message-ID: <7314881427FC8A4081673E8CEEA79249044E319A@EXMIAMI01.compupay.com> Hi everyone, I have an odd issue. When I try to attach a file via the web interface, it will not work most of the time. I can e-mail in tickets with attachments just fine, but adding them to the ticket via the web ui doesn't always take. I would click on browse, select the file, click Update Ticket and it would just take me back to the respective ticket's screen. No error, just didn't work. I am running 3.6.3, Debian Sarge, MySQL Any help is greatly appreciated :) Cheers! Helmuth From pkime at Shopzilla.com Thu Mar 1 20:18:35 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 1 Mar 2007 17:18:35 -0800 Subject: [rt-users] Upgraded Perl and apache/mod_perl and now a few things are really slow ... Message-ID: <9C0091F428E697439E7A773FFD083427A92AE7@szexchange.Shopzilla.inc> RT 3.6.3. I upgraded a server running apache/mod_perl to the latest stable versions, re-compiling them on a 64-bit RHEL4 box. I used the worker module for apache. I also re-compiled a 64-bit perl. Previously, the box was using 32-bit everything. Anyway, with the new setup, it all works except I get really slow repsonse times for loading the query-builder and the Reply page for tickets - about 90 seconds each. This makes me think it's related to the Owner drop-down. However, if I stop apache, put back the original Perl and original apache, both of those pages are fine and fast. So, it doesn't seem to be a DB problem? I did re-compile and install all the RT required perl modules from scratch - perhaps a newer version of some module isn't working properly - anyone know of anything like this? Any ideas? PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Mar 1 20:21:20 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 1 Mar 2007 20:21:20 -0500 Subject: [rt-users] Upgraded Perl and apache/mod_perl and now a few things are really slow ... In-Reply-To: <9C0091F428E697439E7A773FFD083427A92AE7@szexchange.Shopzilla.inc> References: <9C0091F428E697439E7A773FFD083427A92AE7@szexchange.Shopzilla.inc> Message-ID: <20070302012120.GF25008@bestpractical.com> On Thu, Mar 01, 2007 at 05:18:35PM -0800, Philip Kime wrote: > RT 3.6.3. > > I upgraded a server running apache/mod_perl to the latest stable > versions, re-compiling them on a 64-bit RHEL4 box. I used the worker > module for apache. I also re-compiled a 64-bit perl. Previously, the box > was using 32-bit everything. Anyway, with the new setup, it all works > except I get really slow repsonse times for loading the query-builder > and the Reply page for tickets - about 90 seconds each. This makes me > think it's related to the Owner drop-down. However, if I stop apache, > put back the original Perl and original apache, both of those pages are > fine and fast. So, it doesn't seem to be a DB problem? > > I did re-compile and install all the RT required perl modules from > scratch - perhaps a newer version of some module isn't working properly > - anyone know of anything like this? Compare the output from the "RT variables and module listing" page from running RT with both perls? > > Any ideas? > > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From pkime at Shopzilla.com Thu Mar 1 20:46:53 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 1 Mar 2007 17:46:53 -0800 Subject: [rt-users] Upgraded Perl and apache/mod_perl and now a few things are really slow ... References: <9C0091F428E697439E7A773FFD083427A92AE7@szexchange.Shopzilla.inc> <20070302012120.GF25008@bestpractical.com> Message-ID: <9C0091F428E697439E7A773FFD083427A92AE8@szexchange.Shopzilla.inc> Found the culprit - DBIx::Searchbuilder 1.46. I downgraded to 1.45_02 and it's now fine. I have attached the query log of trying to open the Query Builder page with 1.46. All that repeated OR Principals_1.Disabled = '0' Looks a little odd ... PK -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, March 01, 2007 5:21 PM To: Philip Kime Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgraded Perl and apache/mod_perl and now a few things are really slow ... On Thu, Mar 01, 2007 at 05:18:35PM -0800, Philip Kime wrote: > RT 3.6.3. > > I upgraded a server running apache/mod_perl to the latest stable > versions, re-compiling them on a 64-bit RHEL4 box. I used the worker > module for apache. I also re-compiled a 64-bit perl. Previously, the > box was using 32-bit everything. Anyway, with the new setup, it all > works except I get really slow repsonse times for loading the > query-builder and the Reply page for tickets - about 90 seconds each. > This makes me think it's related to the Owner drop-down. However, if I > stop apache, put back the original Perl and original apache, both of > those pages are fine and fast. So, it doesn't seem to be a DB problem? > > I did re-compile and install all the RT required perl modules from > scratch - perhaps a newer version of some module isn't working > properly > - anyone know of anything like this? Compare the output from the "RT variables and module listing" page from running RT with both perls? > > Any ideas? > > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- -------------- next part -------------- A non-text attachment was scrubbed... Name: rtlog.txt.gz Type: application/x-gzip Size: 13343 bytes Desc: rtlog.txt.gz URL: From pkime at Shopzilla.com Thu Mar 1 23:54:08 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 1 Mar 2007 20:54:08 -0800 Subject: [rt-users] Negative search on multi-CF: broken in 3.6.3? Message-ID: <9C0091F428E697439E7A773FFD083427A92AEE@szexchange.Shopzilla.inc> RT 3.6.3 select or enter multi-field with values: XX YY Then search with CF.{field} NOT LIKE 'XX" Returns the ticket, but shouldn't. Anyone else? -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From lesmikesell at gmail.com Fri Mar 2 01:02:05 2007 From: lesmikesell at gmail.com (Les Mikesell) Date: Fri, 02 Mar 2007 00:02:05 -0600 Subject: [rt-users] Google Summer of Code In-Reply-To: References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <45E5EFF7.9090706@gmail.com> Message-ID: <45E7BDDD.2090001@gmail.com> Tomasz Wlodek wrote: > On Wed, 28 Feb 2007, Les Mikesell wrote: > >> Jesse Vincent wrote: >>> I'd love to submit RT to Google's Summer of Code this summer. It's >>> probably time to start brainstorming projects. >>> >>> What would you like to do/see done as part of a RT summer of code >>> project? >> >> It might take more than a summer, depending on how close-coupled you >> try to make it, but I'd love to see a connection between RT and >> opennms (http://www.opennms.org/index.php/Main_Page) so that network >> problems could open RT tickets automatically (that could probably be >> done by email now), and from the ticket you would have a link to the >> opennms node and asset info and history. One complication would be how >> to do this in a way that would still make sense if you delete network >> nodes or start over again with a new opennms database. A link to a >> twiki page using some convention for naming would be nice too. > > We have started on working on such system, but instaed of opennms we are > integrating RT-AT-Nagios. If you haven't looked at opennms recently, it is evolving very rapidly. Can you, for example, have Nagios automatically discover your UPS and maintain graphs of line and battery power? Build maps automatically? Discover the devices connected to each port of your switches? -- Les Mikesell lesmikesell at gmail.com From dkubilos at oxnardsd.org Fri Mar 2 02:00:36 2007 From: dkubilos at oxnardsd.org (Kubilos, Dan) Date: Thu, 1 Mar 2007 23:00:36 -0800 Subject: [rt-users] Notify and AutoReply fail Message-ID: <2D8968098547C248AD348F9356E023381FB98D@jackson.oxnardsd.org> I upgraded to 3.6.3. I am running fastcgi on White Box Enterprise Linux release 3.0 (not a real recent linux distro). Perl 5.8.6, Sendmail 8.12.11 Notify and Autoreply scrips worked correctly until the upgrade. Depency test shows everything found except GD stuff. I don't care much about the gd and don't think it impacts AutoReply Notify. No errors in the system maillog. Rt.log shows. "Can't locate object method "new" via package "RT::Action::Notify" at /opt/rt3/lib/RT/ScripAction_Overlay.pm line 177" Can't locate object method "new" via package "RT::Action::Autoreply" at /opt/rt3/lib/RT/ScripAction_Overlay.pm line 177 I don't know where to go next to troubleshoot. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pkime at Shopzilla.com Fri Mar 2 02:51:18 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Thu, 1 Mar 2007 23:51:18 -0800 Subject: [rt-users] Longgggg ticket taking a while to load Message-ID: <9C0091F428E697439E7A773FFD083427A92AF3@szexchange.Shopzilla.inc> We have one particular ticket at the moment which has about 175 transactions in it - lots of replies/comments etc. No binary stuff, no attachments, just text and not that much text per transaction. But it takes nearly two minutes to load up. After loading, something is cached, either query and/or MASON stuff and it takes about 15 seconds to load until it gets cleared out of the cache. I wonder if there is a DB index we might add for this? Anybobody else had this? RT 3.6.3 PK -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Fri Mar 2 09:36:58 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 2 Mar 2007 15:36:58 +0100 Subject: [rt-users] RT-Action Notify Group / Call from RT Crontool Message-ID: Hi Rus / RT Users, i'm trying to use rt-action-notify-group from RT-CRONTOOL. My Command: ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg "Stan RT::Condition::UntouchedInHours --condition-arg 1 --action RT::Action::NotifyGroup --action-arg 'TESTESCALATION' If i fire this, i get the following error under RT 3.6.3.: [Fri Mar 2 14:33:12 2007] [crit]: Can't call method "Parse" on an undefined value at /opt/rt3/lib/RT/Action/SendEmail.pm line 118. (/opt/rt3/lib/RT.pm:346) Stack trace: RT::__ANON__() called at /opt/rt3/lib/RT/Action/SendEmail.pm:118 RT::Action::SendEmail::Prepare() called at /opt/rt3/lib/RT/Action/Notify.pm:65 RT::Action::Notify::Prepare() called at ./rt-crontool:166 Can't call method "Parse" on an undefined value at /opt/rt3/lib/RT/Action/SendEmail.pm line 118. Whats going wrong? Can i call this Action from Crontool or is it only for the WebUI ??? Help pls.... -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at kuehne-nagel.com Fri Mar 2 09:42:16 2007 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm | Kuehne + Nagel) Date: Fri, 02 Mar 2007 15:42:16 +0100 Subject: [rt-users] RT-Action Notify Group / Call from RT Crontool In-Reply-To: Message-ID: Sorry, small type, but same error: /rt-crontool --verbose --search RT::Search::FromSQL --search-arg "Status = 'new' AND Queue = 'KN.DE.CR.BUSAPPL-OS'" --condition RT::Condition::UntouchedInHours --condition-arg 1 --action RT::Action::NotifyGroup ?action-arg 'TESTESCALATION' On 02.03.2007 15:36 Uhr, "Torsten Brumm" wrote: > Hi Rus / RT Users, > > i'm trying to use rt-action-notify-group from RT-CRONTOOL. > > My Command: > > ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg "Stan > RT::Condition::UntouchedInHours --condition-arg 1 --action > RT::Action::NotifyGroup --action-arg 'TESTESCALATION' > > If i fire this, i get the following error under RT 3.6.3.: > > [Fri Mar 2 14:33:12 2007] [crit]: Can't call method "Parse" on an undefined > value at /opt/rt3/lib/RT/Action/SendEmail.pm line 118. > (/opt/rt3/lib/RT.pm:346) > > Stack trace: > RT::__ANON__() called at /opt/rt3/lib/RT/Action/SendEmail.pm:118 > RT::Action::SendEmail::Prepare() called at > /opt/rt3/lib/RT/Action/Notify.pm:65 > RT::Action::Notify::Prepare() called at ./rt-crontool:166 > Can't call method "Parse" on an undefined value at > /opt/rt3/lib/RT/Action/SendEmail.pm line 118. > > Whats going wrong? Can i call this Action from Crontool or is it only for the > WebUI ??? > > Help pls.... -- With kindest regards K?HNE+NAGEL (AG & Co.) KG Torsten Brumm / HAM MI-ID Datacenter Hamburg Bauerbergweg 25 22111 Hamburg Tel: +49 40 3033 33 199 Fax: +49 40 3033 344 3199 Gsm: +49 40 176 27 27 18 50 Mail: torsten.brumm at kuehne-nagel.com Web: www.kuehne-nagel.com K?hne + Nagel (AG & Co.) KG, Gesch?ftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Dr. Bj?rn Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollensen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Pers?nlich haftende Gesellschaft: K?hne & Nagel A.G., Sitz: Contern/LuxemburgGesch?ftsf?hrender Verwaltungsrat: Klaus-Michael K?hne -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at googlemail.com Fri Mar 2 09:58:44 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Fri, 2 Mar 2007 15:58:44 +0100 Subject: [rt-users] TimedNotifications Problem Message-ID: Hi RT Users, i'm just playing around with RT Crontool and the possibility to send mails from. Found at the wiki: http://wiki.bestpractical.com/index.cgi?TimedNotifications I have created a template: Subject: [REMINDER] {$Ticket->id} unowned after 8 hours! RT-Send-Cc: user.a at company.com, user.b at company.com The ticket {$Ticket->id} has been unowned for 8 Hours now. {$Transaction->Content()} And the crontool entry for this: ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg "Status = 'new' AND Queue = 'KN.DE.CR.BUSAPPL-SI'" --condition RT::Condition::UntouchedInHours --condition-arg 1 --action RT::Action::RecordComment --template 'myreminder' and i get the following error: [Fri Mar 2 14:57:11 2007] [error]: error: unexpected end of header (/opt/rt3/lib/RT/Template_Overlay.pm:336) Stack trace: RT::Template::Parse() called at /opt/rt3/lib/RT/Action/RecordComment.pm:103 RT::Action::RecordComment::CreateTransaction() called at /opt/rt3/lib/RT/Action/RecordComment.pm:97 RT::Action::RecordComment::Commit() called at ./rt-crontool:170 569465: Using transaction #5851736...Condition matches...Action prepared... Whats going wrong? How can i set up this, to sent reminder Mails to groups or users??? Thanks -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From sarah at bottlenose-wine.com Fri Mar 2 10:03:53 2007 From: sarah at bottlenose-wine.com (Sarah Pomerantz) Date: Fri, 2 Mar 2007 10:03:53 -0500 Subject: [rt-users] AutoreplyToRequestors scrip behavior Message-ID: From the log file: [error]: Template parsing error: Can't locate object method "Config" via package "RT" at template line 4. [error]: Template parsing error: Can't locate object method "Config" via package "RT" at template line 11. [error]: Template parsing error: Can't locate object method "Config" via package "RT" at template line 12. I am using the following Autoreply Template used in the AutoreplyToRequestors scrip. AFAIK, this is the default template. Not sure how to troubleshoot from here. Thank you. _____________________________ Subject: AutoReply: {$Ticket->Subject} Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket->Subject()}", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [{RT->Config->Get('rtname')} #{$Ticket->id()}]. Please include the string: [{RT->Config->Get('rtname')} #{$Ticket->id}] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------ - {$Transaction->Content()} ____________________________ Sarah Pomerantz sarah at bottlenose-wine.com From andreas.doppler at nearyconsulting.com Fri Mar 2 10:10:21 2007 From: andreas.doppler at nearyconsulting.com (Andreas Doppler) Date: Fri, 2 Mar 2007 15:10:21 -0000 Subject: [rt-users] Cannot delete RT System's saved searches Message-ID: <000401c75cdc$e5f44560$800101df@nearyconsulting.com> Hi, I've created a search in RT System's saved searches for testing purposes. I want to delete this search now, but no matter whether I'm logged in as root, the search cannot be deleted. Each time you go back to configure RT at a glance, the saved search is still available. How to get rid of RT System's saved searches? Andreas -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.446 / Virus Database: 268.18.4/705 - Release Date: 27/02/2007 15:24 From joe.casadonte at oracle.com Fri Mar 2 12:03:00 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 02 Mar 2007 12:03:00 -0500 Subject: [rt-users] Requestor can't see outgoing mail in Self Service In-Reply-To: <6.2.1.2.2.20070301111800.02c6e378@mail.sdsu.edu> References: <6.2.1.2.2.20070301111800.02c6e378@mail.sdsu.edu> Message-ID: <45E858C4.6010900@oracle.com> On 3/1/2007 3:16 PM, Gene LeDuc wrote: > Is this a bug or expected behavior? Have I given the Requestor role the > appropriate rights? Just eyeballing it, it looks OK. Have you tried turning on debugging and looking in the log? > 2. Another question, only vaguely related: Is there a way for this > unprivileged user to change the random password he was assigned? I think they need to modify self privilege to do that. -- Regards, joe ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | Joe Casadonte | joe.casadonte at oracle.com | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Suite 300 | | 610-491-3315 | King of Prussia, PA 19406 | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From ruslan.zakirov at gmail.com Fri Mar 2 13:35:43 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 2 Mar 2007 21:35:43 +0300 Subject: [rt-users] Re: RT-Action Notify Group / Call from RT Crontool In-Reply-To: References: Message-ID: <589c94400703021035j3fb612c5ra05b2c2c5065e802@mail.gmail.com> This action (as other notify actions) require template (--template-id option) and also look into --transaction* options. On 3/2/07, Torsten Brumm wrote: > Hi Rus / RT Users, > > i'm trying to use rt-action-notify-group from RT-CRONTOOL. > > My Command: > > ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg "Stan > RT::Condition::UntouchedInHours --condition-arg 1 --action > RT::Action::NotifyGroup --action-arg 'TESTESCALATION' > > If i fire this, i get the following error under RT 3.6.3.: > > [Fri Mar 2 14:33:12 2007] [crit]: Can't call method "Parse" on an undefined > value at /opt/rt3/lib/RT/Action/SendEmail.pm line 118. > (/opt/rt3/lib/RT.pm:346) > > Stack trace: > RT::__ANON__() called at > /opt/rt3/lib/RT/Action/SendEmail.pm:118 > RT::Action::SendEmail::Prepare() called at > /opt/rt3/lib/RT/Action/Notify.pm:65 > RT::Action::Notify::Prepare() called at ./rt-crontool:166 > Can't call method "Parse" on an undefined value at > /opt/rt3/lib/RT/Action/SendEmail.pm line 118. > > Whats going wrong? Can i call this Action from Crontool or is it only for > the WebUI ??? > > Help pls.... > > -- > MFG > > Torsten Brumm > > http://www.torsten-brumm.de -- Best regards, Ruslan. From gleduc at mail.sdsu.edu Fri Mar 2 14:18:08 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 02 Mar 2007 11:18:08 -0800 Subject: [rt-users] Requestor can't see outgoing mail in Self Service In-Reply-To: <45E858C4.6010900@oracle.com> References: <6.2.1.2.2.20070301111800.02c6e378@mail.sdsu.edu> <45E858C4.6010900@oracle.com> Message-ID: <6.2.1.2.2.20070302105120.02c3ee58@mail.sdsu.edu> Thanks for your reply on this, Joe. At 09:03 AM 3/2/2007, Joe Casadonte wrote: >On 3/1/2007 3:16 PM, Gene LeDuc wrote: > >>Is this a bug or expected behavior? Have I given the Requestor role the >>appropriate rights? > >Just eyeballing it, it looks OK. Have you tried turning on debugging and >looking in the log? Debugging is on, but there's nothing useful in the log. What should I be looking for? Here's what gets logged when my unprivileged requestor logs in and tries to display an outgoing e-mail: [Fri Mar 2 18:46:29 2007] [info]: Successful login for user at mydomain from xxx.xxx.xxx.xxx (/opt/local/share/html/autohandler:256) That's it. It's only logging the successful login, none of the actions taken after the login. There are other [debug] level entries in the log, mostly about parsing dates, but nothing related to this user displaying ticket data. From Configuration>Tools>System Configuration: RT::LogDir /opt/local/var/log RT::LogToFile debug RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug I also tried setting the ShowOutgoingEmail right globally for both Requestor and Unprivileged, but no joy. >>2. Another question, only vaguely related: Is there a way for this >>unprivileged user to change the random password he was assigned? > >I think they need to modify self privilege to do that. Thanks for that, I wasn't thinking globally. I had to set the mod_self right for Unprivileged, setting it for Requestor had no effect. I guess Requestor rights do not trump Unprivileged rights. -- Gene LeDuc, GSEC Security Analyst San Diego State University From ruslan.zakirov at gmail.com Fri Mar 2 14:37:34 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 2 Mar 2007 22:37:34 +0300 Subject: [rt-users] AutoreplyToRequestors scrip behavior In-Reply-To: References: Message-ID: <589c94400703021137w113843cajc1af1f98e5dbb314@mail.gmail.com> Is it possible that you're trying to use a template from RT-3.7 with RT-3.6 codebase? On 3/2/07, Sarah Pomerantz wrote: > From the log file: > [error]: Template parsing error: Can't locate object method "Config" > via package "RT" at template line 4. > [error]: Template parsing error: Can't locate object method "Config" > via package "RT" at template line 11. > [error]: Template parsing error: Can't locate object method "Config" > via package "RT" at template line 12. > > I am using the following Autoreply Template used in the > AutoreplyToRequestors scrip. AFAIK, this is the default template. Not > sure how to troubleshoot from here. Thank you. > _____________________________ > Subject: AutoReply: {$Ticket->Subject} > > > Greetings, > > This message has been automatically generated in response to the > creation of a trouble ticket regarding: > "{$Ticket->Subject()}", > a summary of which appears below. > > There is no need to reply to this message right now. Your ticket has > been > assigned an ID of [{RT->Config->Get('rtname')} #{$Ticket->id()}]. > > Please include the string: > > [{RT->Config->Get('rtname')} #{$Ticket->id}] > > in the subject line of all future correspondence about this issue. To > do so, > you may reply to this message. > > Thank you, > {$Ticket->QueueObj->CorrespondAddress()} > > ------------------------------------------------------------------------ > - > {$Transaction->Content()} > > ____________________________ > Sarah Pomerantz > sarah at bottlenose-wine.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 djones at proofpoint.com Fri Mar 2 15:27:49 2007 From: djones at proofpoint.com (Dayton Jones) Date: Fri, 2 Mar 2007 12:27:49 -0800 Subject: [rt-users] RT3 (3.6.3) and LDAP auth config issue Message-ID: <483CE3D0711D774C9787A140E66A0F1E6F5137@CUP-POSTAL1.corp.proofpoint.com> I just installed RT3 (3.6.3) on a FC6 box using 'yum install rt3' and made sure that the base install was working (login, queue creation, etc) and then tried to setup LDAP authentication. I followed the install instructions (New Installs) at http://wiki.bestpractical.com/index.cgi?LDAP First problem is there is no local/lib/RT so I put User_Local.pm in /etc/rt3/ (default location of RT_SiteConfig.pm and RT_Config.pm) -also put a copy in /var/lib/rt3 I modified the LdapAttMap and LdapUser/LdapPass settings and set the auth to LDAP only (no local) When I try to login I just get "Your username or password is incorrect" in the browser and "[error]: FAILED LOGIN for [USER] from xxx.xxx.xxx.xxx (/usr/share/rt3/html/autohandler:249)" in my apache log. I've checked the WIKI, and searched the archives but everything I see just points me back to the wiki article I used. What did I miss, or what can I check to get LDAP auth to work? OS: FC6 RT3 ver: 3.6.3 Perl ver: 5.8.8 Apache ver: 2.2.3 MySQL ver 5.0.27 Dayton Jones Senior Network Engineer Proofpoint, Inc. djones at proofpoint.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Fri Mar 2 15:58:02 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 02 Mar 2007 12:58:02 -0800 Subject: [rt-users] Requestor can't see outgoing mail in Self Service In-Reply-To: <45E858C4.6010900@oracle.com> References: <6.2.1.2.2.20070301111800.02c6e378@mail.sdsu.edu> <45E858C4.6010900@oracle.com> Message-ID: <6.2.1.2.2.20070302123630.02c6f198@mail.sdsu.edu> It looks like a bug to me. The only way I've been able to allow an unprivileged requestor to view outgoing e-mail is to turn him into a privileged user. Privileged users get a different Display.html than unprivileged users, and I think that's the difference. I'm probably over-simplifying the program, but I grepped the source tree looking for 'ShowOutgoingEmail' and it only showed up in Ticket/Update.html. I would have expected to see it in a display-related file like Display.html or ShowEmailRecord.html. Unfortunately I'm not a perl guru and can't completely grok the difference between SelfService/Display.html and Ticket/Display.html. Or it might be something in ShowEmailRecord.html, but I'm not seeing the "Abort" message anywhere and don't know whether the Abort function would cause the new window to open to the SelfService page instead of displaying the requested e-mail. At 09:03 AM 3/2/2007, Joe Casadonte wrote: >On 3/1/2007 3:16 PM, Gene LeDuc wrote: > >>Is this a bug or expected behavior? Have I given the Requestor role the >>appropriate rights? > >Just eyeballing it, it looks OK. Have you tried turning on debugging and >looking in the log? -- Gene LeDuc, GSEC Security Analyst San Diego State University From egaona at us.ibm.com Fri Mar 2 16:01:37 2007 From: egaona at us.ibm.com (Enrique Gaona) Date: Fri, 2 Mar 2007 15:01:37 -0600 Subject: [rt-users] Problem implementing LDAP and RT 3.6.3 Message-ID: Hi, I'm having problems implementing LDAP user authentication in RT and perhaps someone has done this on RT 3.6.3. Basically, its not allowing me to authenticate either using an existing RT user or an LDAP user. I copied the CurrentUser_Local.pm over to my /opt/rt3/lib/RT directory and from what I can observe, RT is not calling the IsPassword function. I know this because I added a bunch of debug statements and don't see it being generated in any of the logs that I know. Is there anything I need to do different? or anyone know of any gotchas I should be aware of? I've included in this note the output from the /var/log/error_log, and CustomUser_Local.pm. Any help is very much appreciated. Thanks. BTW, I modified the autohandler to print out my user and password. [Fri Mar 02 14:33:25 2007] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Fri Mar 02 14:33:25 2007] [notice] Digest: generating secret for digest authentication ... [Fri Mar 02 14:33:25 2007] [notice] Digest: done [Fri Mar 02 14:33:25 2007] [notice] LDAP: Built with OpenLDAP LDAP SDK [Fri Mar 02 14:33:25 2007] [notice] LDAP: SSL support unavailable [Fri Mar 02 14:33:26 2007] [notice] FastCGI: process manager initialized (pid 26008) [Fri Mar 02 14:33:26 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 26010) [Fri Mar 02 14:33:26 2007] [notice] Apache/2.0.52 (Red Hat) configured -- resuming normal operations [Fri Mar 02 14:33:27 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 26018) [Fri Mar 02 14:33:28 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 26019) [Fri Mar 02 14:33:29 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 26020) [Fri Mar 02 14:34:49 2007] [error] [client 9.41.30.100] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Mar 2 20:34:49 2007] [error]: DEBUG: egaona at us.ibm.com password: boo (/opt/rt3/share/html/autohandler:248), referer: http://austrack01.austin.ibm.com/index.html [Fri Mar 02 14:34:49 2007] [error] [client 9.41.30.100] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Mar 2 20:34:49 2007] [error]: FAILED LOGIN for egaona at us.ibm.com from 9.41.30.100 (/opt/rt3/share/html/autohandler:250), referer: http://austrack01.austin.ibm.com/index.html Here are the contents of CurrentUser_Local.pm and the LDAP settings. We have another instance of RT, but its using the 3.4.x release and its working beautifully. RT_SiteConfig.pm: Set($LdapServer, "bluepages.ibm.com:389"); Set($LdapUser, ""); Set($LdapPass, ""); Set($LdapBase, "ou=bluepages,o=ibm.com"); Set($LdapUidAttr, "mail"); Set($LdapFilter, "(objectclass=*)"); Set($LdapTLS, 0); Set($LdapNameAttr, "cn"); Set($LdapMailAttr, "mail"); Set($AutoCreateFromExternalUserInfo, 1); Set($MaxInlineBody, 13456); CurrentUser_Local.pm: # # AutoCreateFromExternalUserInfo overlay # # author: Robin Battey # # based in part by the LookupExternalUserInfo function # written by Jeff Hoover # # This Overlay is useful if you want the following behavior: # * Whenever RT tries -- and fails -- to load a user from the # RT user database, it queries an Ldap server for the account # information and creates it on the fly (for both email lookups # and web logins) # * RT behaves as though the account has always been there -- i.e. # there is no reason to give "Everyone" the "Create Ticket" right, # because the account has been there all along ... # * NO synchronization with the Ldap server once the account has # been created, so any changes in RT stay in RT and any changes # in Ldap stay in Ldap (unless you run some other script, of course) # # The situation I had at my place of employment, which caused me # to write this, is we have an Active Directory server with a fairly # large number of users on it, with a fair bit of adding/deleting of # users going on. I wanted a way for users to send a request to the # help queue, and then immediately be able to see the ticket, the # ticket's status, etc using their Active Directory (i.e. windows # domain) username and password. I wrote this overlay for the account # generation, and used the LdapOverlay available in the "Contributions" # section of the RT3 Wiki (http://wiki.bestpractical.com) for the # authentication. This overlay was therefore designed to work well # with the LdapOverlay, and actually uses (some of) the same Ldap # variables. # # I spent a bit of effort making sure this was modular, particularly # in the case of a different external user info source. It currently # works with LDAP (and, of course, Active Directory), but there's no # good reason why you can't just replace the LookupExternalUserInfo # function to get your data from somewhere else. no warnings qw(redefine); use Net::LDAP qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS); use Net::LDAP::Util qw (ldap_error_name); use Net::LDAP::Filter; use constant DEBUG => 1; # Change to 1 to log debugging info. # {{{ sub IsPassword # Modification Originally by Marcelo Bartsch # Update by Stewart James for TLS and Group membership support. # Drop this file in /opt/rt3/lib/RT/User_Local.pm # Drop something like below in yout RT_SiteConfig.pm # $LDAPExternalAuth = 1; # $LdapServer="127.0.0.1"; # $LdapUser=""; # $LdapPass=""; # $LdapBase="ou=Users,dc=example,dc=com"; # $LdapUidAttr="uid"; # $LdapFilter="(objectclass=*)"; # $LdapTLS = 1; # $LdapGroup ="cn=RT,ou=Group,dc=example,dc=com"; # $LdapGroupAttribute = 'uniqueMember'; # $LdapSSLVersion = 3; $Net::SSLeay::ssl_version = $RT::LdapSSLVersion if $RT::LdapTLS && defined $RT::LdapSSLVersion; sub IsPassword { my $self = shift; my $user = shift; my $pass = shift; #TODO there isn't any apparent way to legitimately ACL this # RT does not allow null passwords return unless defined $pass && $pass ne ''; $RT::Logger->debug("DEBUG self: ", $self, "\n"); $RT::Logger->debug("DEBUG user: ", $user, "\n"); $RT::Logger->debug("DEBUG pass: ", $pass, "\n"); # if ( $self->PrincipalObj->Disabled ) { # $RT::Logger->info("Disabled user " . $self->Name . " tried to log in" ); return; # } # my $password = $self->__Value('Password'); # return unless defined $password && $password ne ''; # if it's a historical password we say ok. # return 1 if $RT::User->_GeneratePassword($pass) eq $password; if ($RT::LDAPExternalAuth) { # $user = RT::Interface::Web::WebCanonicalizeInfo(); my %user_info; my $ldap = Net::LDAP->new($RT::LdapServer, version=>3) or $RT::Logger->critical("GetExternalUserWithLDAP: Cannot connect to LDAP\n"), return; my $mesg = defined $RT::LdapUser && $RT::LdapUser ne '' ? $ldap->bind($RT::LdapUser, password => $RT::LdapPass ) : $ldap->bind; unless ($mesg->code == LDAP_SUCCESS) { $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP: ", $mesg->code, "\n"); return; } my $filter = Net::LDAP::Filter->new( "mail=$user" ); $RT::Logger->debug("GetExternalUserWithLDAP: First search filter '", $filter->as_string . "'\n") if DEBUG; $mesg = $ldap->search( base => $RT::LdapBase, filter => $filter, attrs => ['mail','telephonenumber','cn','uid'] ); unless ($mesg->code == LDAP_SUCCESS || $mesg->code == LDAP_PARTIAL_RESULTS) { $RT::Logger->debug("GetExternalUserWithLDAP: Could not search for ", $filter->as_string, ": ", $mesg->code, "", ldap_error_name($mesg->code), "\n") if DEBUG; return; } $RT::Logger->debug("GetExternalUserWithLDAP: First search produced ", $mesg->count, " results\n") if DEBUG; unless ($mesg->count) { $RT::Logger->info("AUTH FAILED: " . $self->Name . "\n"); return; } my $mesg2 = $ldap->bind($mesg->first_entry->dn, password => $pass ); if ($mesg2->code == LDAP_SUCCESS) { # Create user on the fly if they don't already exist if (!$self->Id()) { my $entry = $mesg->entry(0); $user_info{'RealName'} = $entry->get_value('cn'); $user_info{'EmailAddress'} = $entry->get_value('mail'); $user_info{'WorkPhone'} = $entry->get_value('telephonenumber'); $user_info{'Gecos'} = $entry->get_value('uid'); my $UserObj = RT::User->new(RT::CurrentUser->new('RT_System')); my ($val, $msg) = $UserObj->Create( Name=> $user_info{'EmailAddress'}, Gecos=> $user_info{'Gecos'} ); unless ($val) { $RT::Logger->info ("CreateFromExternalUserInfo: failed to create user with args: ", %params, "\nval=".$val."\nmsg=".$msg); return undef; } # Set several attributes $UserObj->SetRealName($user_info{'RealName'}); $UserObj->SetEmailAddress($user_info{'EmailAddress'}); $UserObj->SetWorkPhone($user_info{'WorkPhone'}); $RT::Logger->info ("CreateFromExternalUserInfo: created user $val (\"$msg\")\n"); $self->LoadByCol("EmailAddress",$user_info{'EmailAddress'}); } $RT::Logger->info("AUTH OK: " . $user_info{'EmailAddress'} . " (" .$user_info{'Gecos'} . ")\n"); return 1; } else { $RT::Logger->critical("GetExternalUserWithLDAP: Cannot bind to LDAP:", $mesg2->code, "\n"); return; } } else { return 1 if crypt($pass, $password) eq $password; } # no password check has succeeded. get out return; } # }}} 1; Enrique -------------- next part -------------- An HTML attachment was scrubbed... URL: From kamber.dalal at verizonbusiness.com Fri Mar 2 16:24:19 2007 From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber)) Date: Fri, 02 Mar 2007 21:24:19 +0000 Subject: [rt-users] Left side navigation bar Message-ID: <2ACF6489BC112B4F9C8956BADB9228E605A2C742@ASHEVS005.mcilink.com> In RT 3.6.3, the navigation bar is on top, how can it be set on the left side? Thank you, Kamber Dalal From kamber.dalal at verizonbusiness.com Fri Mar 2 16:28:12 2007 From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber)) Date: Fri, 02 Mar 2007 21:28:12 +0000 Subject: [rt-users] Left side navigation bar Message-ID: <2ACF6489BC112B4F9C8956BADB9228E605A2C752@ASHEVS005.mcilink.com> In RT 3.6.3, the navigation bar is on top, how can it be set on the left side? Thank you, Kamber Dalal From doogles at doogles.com Fri Mar 2 20:20:30 2007 From: doogles at doogles.com (Jason A. Diegmueller) Date: Fri, 2 Mar 2007 20:20:30 -0500 (EST) Subject: [rt-users] Left side navigation bar In-Reply-To: <2ACF6489BC112B4F9C8956BADB9228E605A2C752@ASHEVS005.mcilink.com> References: <2ACF6489BC112B4F9C8956BADB9228E605A2C752@ASHEVS005.mcilink.com> Message-ID: <20070302202024.N28062@spaceball1.doogles.com> On Fri, 2 Mar 2007, Dalal, Kamber Z (Kamber) wrote: > In RT 3.6.3, the navigation bar is on top, how can it be set on the left > side? Check out RT_Config: # This determines the default stylesheet the RT web interface will use. # RT ships with two valid values by default: # # 3.5-default The totally new, default layout for RT 3.5 # 3.4-compat A 3.4 compatibility stylesheet to make RT 3.5 look # (mostly) like 3.4 # # This value actually specifies a directory in share/html/NoAuth/css/ # from which RT will try to load the file main.css (which should # @import any other files the stylesheet needs). This allows you to # easily and cleanly create your own stylesheets to apply to RT. Set($WebDefaultStylesheet, '3.5-default'); -jd From jal at clueinc.net Fri Mar 2 21:45:35 2007 From: jal at clueinc.net (Jamie A Lawrence) Date: Fri, 2 Mar 2007 21:45:35 -0500 Subject: [rt-users] Weirdness with $WebURL and certain links Message-ID: <149186B6-5D13-4E36-BEF0-9EEF7DEEB86E@clueinc.net> Hi, all - I just set up RT 3.6.3 with RTFM (2.0.4, I think, but whatever the latest production was about a week ago). Everything's fine (fully functional, and mostly already in use), save one thing. Anchors in the 'Links' sections all point to localhost, implicit port 80, instead of the configured host/port. Only those - everything else just works fine. I Set $WebBaseURL in SiteConfig, and then to be sure, hardcoded $WebURL. I went so far as to do the same in RT_Config (I know, but this was becoming cargo coding, and I changed it back.). Yes, server restarts in between. So, I started tracing through the code stack, and came to lib/RT/URI/ fsck_com_rt.pm. Sure enough, once I committed the ultimate sin: sub HREF { my $self = shift; if ($self->IsLocal && $self->Object && ($self->ObjectType eq 'ticket')) { return ( 'http://my.domain.com:8080/' . "Ticket/Display.html? id=".$self->Object->Id); #return ( $RT::WebURL . "Ticket/Display.html?id=".$self- >Object->Id); } else { return ($self->URI); } } It worked. (1) Does anyone have any idea why this might be happening? (2) Is this going to break something I haven't noticed yet (other than the inevitable grief in a year when I upgrade and don't remember that I did that), if I leave it in place out of expediency? TIA, -j From jesse at bestpractical.com Sat Mar 3 06:02:14 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 3 Mar 2007 11:02:14 +0000 Subject: [rt-users] Weirdness with $WebURL and certain links In-Reply-To: <149186B6-5D13-4E36-BEF0-9EEF7DEEB86E@clueinc.net> References: <149186B6-5D13-4E36-BEF0-9EEF7DEEB86E@clueinc.net> Message-ID: <3571E7DF-DFC3-4997-AD49-55844FCD9672@bestpractical.com> On Mar 3, 2007, at 2:45 AM, Jamie A Lawrence wrote: > Hi, all - > > I just set up RT 3.6.3 with RTFM (2.0.4, I think, but whatever the > latest production was about a week ago). > > Everything's fine (fully functional, and mostly already in use), > save one thing. Anchors in the 'Links' sections all point to > localhost, implicit port 80, instead of the configured host/port. > Only those - everything else just works fine. > > When you viewed the "configuration" page in the Admin UI, what did you see? (Had your changes taken effect?) -jesse > I Set $WebBaseURL in SiteConfig, and then to be sure, hardcoded > $WebURL. I went so far as to do the same in RT_Config (I know, but > this was becoming cargo coding, and I changed it back.). Yes, > server restarts in between. > > So, I started tracing through the code stack, and came to lib/RT/ > URI/fsck_com_rt.pm. Sure enough, once I committed the ultimate sin: > > sub HREF { > my $self = shift; > if ($self->IsLocal && $self->Object && ($self->ObjectType eq > 'ticket')) { > return ( 'http://my.domain.com:8080/' . "Ticket/ > Display.html?id=".$self->Object->Id); > #return ( $RT::WebURL . "Ticket/Display.html?id=".$self- > >Object->Id); > } > else { > return ($self->URI); > } > } > > It worked. > > (1) Does anyone have any idea why this might be happening? > (2) Is this going to break something I haven't noticed yet (other > than the inevitable grief in a year when I upgrade and don't > remember that I did that), if I leave it in place out of expediency? > > TIA, > > -j > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media.Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From ruslan.zakirov at gmail.com Sat Mar 3 19:07:06 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 4 Mar 2007 03:07:06 +0300 Subject: [rt-users] Upgraded Perl and apache/mod_perl and now a few things are really slow ... In-Reply-To: <9C0091F428E697439E7A773FFD083427A92AE8@szexchange.Shopzilla.inc> References: <9C0091F428E697439E7A773FFD083427A92AE7@szexchange.Shopzilla.inc> <20070302012120.GF25008@bestpractical.com> <9C0091F428E697439E7A773FFD083427A92AE8@szexchange.Shopzilla.inc> Message-ID: <589c94400703031607q138664b3ub915db5af30f6638@mail.gmail.com> I think that I've fixed problem, could you test the attached patch against 1.46? On 3/2/07, Philip Kime wrote: > Found the culprit - DBIx::Searchbuilder 1.46. I downgraded to 1.45_02 > and it's now fine. > I have attached the query log of trying to open the Query Builder page > with 1.46. All that repeated > > OR Principals_1.Disabled = '0' > > Looks a little odd ... > > PK > > On Thu, Mar 01, 2007 at 05:18:35PM -0800, Philip Kime wrote: > > RT 3.6.3. > > > > I upgraded a server running apache/mod_perl to the latest stable > > versions, re-compiling them on a 64-bit RHEL4 box. I used the worker > > module for apache. I also re-compiled a 64-bit perl. Previously, the > > box was using 32-bit everything. Anyway, with the new setup, it all > > works except I get really slow repsonse times for loading the > > query-builder and the Reply page for tickets - about 90 seconds each. > > This makes me think it's related to the Owner drop-down. However, if I > > > stop apache, put back the original Perl and original apache, both of > > those pages are fine and fast. So, it doesn't seem to be a DB problem? > > [snip] -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: SB-1.46-dont_query_on_each_next_for_unions.patch Type: text/x-patch Size: 889 bytes Desc: not available URL: From matthew at sorbs.net Sat Mar 3 20:40:35 2007 From: matthew at sorbs.net (Matthew Sullivan) Date: Sun, 04 Mar 2007 12:40:35 +1100 Subject: [rt-users] Google Summer of Code In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> Message-ID: <45EA2393.1020106@sorbs.net> Jesse Vincent wrote: > I'd love to submit RT to Google's Summer of Code this summer. It's > probably time to start brainstorming projects. > > What would you like to do/see done as part of a RT summer of code > project? Worldwide replicated environment support (ie so that replication does not break everytime a new ticket is logged in 2 locations and there is lag). Regards, Mat From BKO at schilling.dk Sun Mar 4 04:25:47 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Sun, 4 Mar 2007 10:25:47 +0100 Subject: [rt-users] I just can't figure out how to get the values from my custom fields! Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F7641@mia> Hi everyone I just can't figure how to get the values of custom fields on ticket transactions from scrip. As an example I have made this small scrip where I print the field names and then try to get the values from those fields. --- Scrip example --- my $k=""; my $v=""; $RT::Logger->debug("Get names of transaction Custom fields from the ticket object"); if (my $TCFs = $self->TicketObj->TransactionCustomFields()) { while (my $CF = $TCFs->Next()) { $RT::Logger->debug("Get values from transaction custom field '" . $CF->Name . "' from the transaction object"); my %values = $self->TransactionObj->CustomFieldValues($CF->Name); while (($k,$v) = each %values) { $RT::Logger->debug("$k => $v"); } $RT::Logger->debug("End of getting values from transaction custom field '" . $CF->Name . "' from the transaction object"); } } $RT::Logger->debug("End of getting names of transaction Custom fields from the ticket object"); --------------------- As a result (See log below) I seems to get two value hashes, but without any values?!?! (And - "Yes: I do remember to add some values to the two fields while making the test transaction" :-) PS This is my first Perl and RT programming, so I guess that this could be the reason :-) ----- Log file ------ [Sat Mar 3 20:24:08 2007] [debug]: Get names of transaction Custom fields from the ticket object ((eval 429):16) [Sat Mar 3 20:24:08 2007] [debug]: Get values from transaction custom field 'Service type' from the transaction object ((eval 429):19) [Sat Mar 3 20:24:08 2007] [debug]: RT::ObjectCustomFieldValues=HASH(0xac022b4) => ((eval 429):22) [Sat Mar 3 20:24:08 2007] [debug]: End of getting values from transaction custom field 'Service type' from the transaction object ((eval 429):24) [Sat Mar 3 20:24:08 2007] [debug]: Get values from transaction custom field 'Service text' from the transaction object ((eval 429):19) [Sat Mar 3 20:24:08 2007] [debug]: RT::ObjectCustomFieldValues=HASH(0x9aa45f4) => ((eval 429):22) [Sat Mar 3 20:24:08 2007] [debug]: End of getting values from transaction custom field 'Service text' from the transaction object ((eval 429):24) [Sat Mar 3 20:24:08 2007] [debug]: End of getting names of transaction Custom fields from the ticket object ((eval 429):27) --------------------- Med venlig hilsen / Best regards Brian Kjelin Olsen Systemkonsulent ? Schilling A/S Baldersb?kvej 24-26 DK-2635 Ish?j Tel: +45 70 27 99 00 Fax: +45 70 27 99 10 bko at schilling.dk www.schilling.dk From BKO at schilling.dk Sun Mar 4 04:25:47 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Sun, 4 Mar 2007 10:25:47 +0100 Subject: [rt-users] I just can't figure out how to get the values from my custom fields! Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F7642@mia> Hi everyone I just can't figure how to get the values of custom fields on ticket transactions from scrip. As an example I have made this small scrip where I print the field names and then try to get the values from those fields. --- Scrip example --- my $k=""; my $v=""; $RT::Logger->debug("Get names of transaction Custom fields from the ticket object"); if (my $TCFs = $self->TicketObj->TransactionCustomFields()) { while (my $CF = $TCFs->Next()) { $RT::Logger->debug("Get values from transaction custom field '" . $CF->Name . "' from the transaction object"); my %values = $self->TransactionObj->CustomFieldValues($CF->Name); while (($k,$v) = each %values) { $RT::Logger->debug("$k => $v"); } $RT::Logger->debug("End of getting values from transaction custom field '" . $CF->Name . "' from the transaction object"); } } $RT::Logger->debug("End of getting names of transaction Custom fields from the ticket object"); --------------------- As a result (See log below) I seems to get two value hashes, but without any values?!?! (And - "Yes: I do remember to add some values to the two fields while making the test transaction" :-) PS This is my first Perl and RT programming, so I guess that this could be the reason :-) ----- Log file ------ [Sat Mar 3 20:24:08 2007] [debug]: Get names of transaction Custom fields from the ticket object ((eval 429):16) [Sat Mar 3 20:24:08 2007] [debug]: Get values from transaction custom field 'Service type' from the transaction object ((eval 429):19) [Sat Mar 3 20:24:08 2007] [debug]: RT::ObjectCustomFieldValues=HASH(0xac022b4) => ((eval 429):22) [Sat Mar 3 20:24:08 2007] [debug]: End of getting values from transaction custom field 'Service type' from the transaction object ((eval 429):24) [Sat Mar 3 20:24:08 2007] [debug]: Get values from transaction custom field 'Service text' from the transaction object ((eval 429):19) [Sat Mar 3 20:24:08 2007] [debug]: RT::ObjectCustomFieldValues=HASH(0x9aa45f4) => ((eval 429):22) [Sat Mar 3 20:24:08 2007] [debug]: End of getting values from transaction custom field 'Service text' from the transaction object ((eval 429):24) [Sat Mar 3 20:24:08 2007] [debug]: End of getting names of transaction Custom fields from the ticket object ((eval 429):27) --------------------- Med venlig hilsen / Best regards Brian Kjelin Olsen Systemkonsulent ? Schilling A/S Baldersb?kvej 24-26 DK-2635 Ish?j Tel: +45 70 27 99 00 Fax: +45 70 27 99 10 bko at schilling.dk www.schilling.dk From BKO at schilling.dk Sun Mar 4 04:38:25 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Sun, 4 Mar 2007 10:38:25 +0100 Subject: VS: Undeliverable mail: [rt-users] I just can't figure out how to get the values from my custom fields! Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F7643@mia> M?rkeligt. Jeg skrev en mail til "Request Tracker - Users mailing list (rt-users at lists.bestpractical.com)" og fik denne "kan ikke leveres" besked tilbage, s? jeg sendte den en gang til. Nu ligger der imidlertid to beskeder i min users mailing liste. Kan du bekr?fte at det ogs? ser s?dan ud hos dig? Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S _____________________________________________ Fra: Systemadministrator Sendt: 4. marts 2007 10:29 Til: Brian Kjelin Olsen Emne: Kan ikke leveres:Undeliverable mail: [rt-users] I just can't figure out how to get the values from my custom fields! Meddelelsen n?ede ikke frem til nogle af eller alle de ?nskede modtagere. Emne: [rt-users] I just can't figure out how to get the values from mycustom fields! Sendt: 04-03-2007 10:26 Der kunne ikke leveres til f?lgende modtager(e): mgoh@[128.151.32.45] den 04-03-2007 10:29 Meddelelsen kunne ikke leveres via e-mail-systemet, men der blev ikke rapporteret nogen ?rsag. Kontroller modtagerens adresse, og pr?v at sende meddelelsen igen. Kontakt systemadministratoren, hvis det stadig ikke lykkes. < lle.rochester.edu #5.0.0> -------------- next part -------------- An HTML attachment was scrubbed... URL: From geek+rt at cmu.edu Sun Mar 4 06:23:42 2007 From: geek+rt at cmu.edu (Brian Gallew) Date: Sun, 04 Mar 2007 14:23:42 +0300 Subject: [rt-users] Still struggling with truncated attachments Message-ID: <45EAAC3D.4060401@cmu.edu> I'm running RT-3.6.1, and I'm having problems with attachments. The problem started when I switched from mysql on the local machine to a central mysql service. I have this sinking feeling that the cause of the problem is that the new database server has a default character set of UTF8. I've tried ALTER-ing the Attachments table to be binary and latin1, neither of which seem to make the right thing happen. What does happen is that the attachment is saved into the database, but it's truncated at (I think) the first NULL character. There may be other characters that trigger this, but it's clear that, for instance, PDFs are saved as 10 bytes (basically, just the file magic). Images mostly end up being just file magic. So, any ideas? Is there a specific character set that should be used for RT tables? Are there specific settings for the my.cnf that are required to move the data around? From andreas.doppler at nearyconsulting.com Sun Mar 4 08:32:41 2007 From: andreas.doppler at nearyconsulting.com (andreas.doppler at nearyconsulting.com) Date: Sun, 4 Mar 2007 13:32:41 +0000 Subject: [rt-users] Which Linux distribution recommended? Message-ID: <1691861116-1173015188-cardhu_blackberry.rim.net-1536741891-@bxe026-cell00.bisx.produk.on.blackberry> Tried installation as described on RHEL 4, FC6, FC5 and current Ubuntu but never succeded. Either Apache fails to restart or the RT-Mainpage does not come up. I have installed other packages successfully, I know how to resolve dependencies etc but RT is a pain to me. Any recommendations regarding which distro should be used or being avoided welcome. Andreas Sent from my BlackBerry? wireless handheld From vadud3 at gmail.com Sun Mar 4 09:38:34 2007 From: vadud3 at gmail.com (Asif Iqbal) Date: Sun, 4 Mar 2007 09:38:34 -0500 Subject: [rt-users] List of updated tickets Message-ID: How do I get the list of tickets, as a cronjob report, that has been updated or created since last hour? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From jesse at bestpractical.com Sun Mar 4 10:02:43 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 4 Mar 2007 10:02:43 -0500 Subject: [rt-users] Google Summer of Code In-Reply-To: <45EA2393.1020106@sorbs.net> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <45EA2393.1020106@sorbs.net> Message-ID: <20070304150242.GJ25008@bestpractical.com> On Sun, Mar 04, 2007 at 12:40:35PM +1100, Matthew Sullivan wrote: > Jesse Vincent wrote: > >I'd love to submit RT to Google's Summer of Code this summer. It's > >probably time to start brainstorming projects. > > > >What would you like to do/see done as part of a RT summer of code > >project? > > Worldwide replicated environment support (ie so that replication does > not break everytime a new ticket is logged in 2 locations and there is > lag). You're actually doing multi-master replication and RT? Using what database? While I've got a trick up my sleeve that's headed in the direction, it's not something I'd push to production code any time in the near future. It would need about a month of my time and audrey's time. And those are both...in scarce supply ;) > > Regards, > > Mat > -- From diablo at iasi.roedu.net Sun Mar 4 12:20:56 2007 From: diablo at iasi.roedu.net (Subredu Manuel) Date: Sun, 04 Mar 2007 19:20:56 +0200 Subject: [rt-users] Which Linux distribution recommended? In-Reply-To: <1691861116-1173015188-cardhu_blackberry.rim.net-1536741891-@bxe026-cell00.bisx.produk.on.blackberry> References: <1691861116-1173015188-cardhu_blackberry.rim.net-1536741891-@bxe026-cell00.bisx.produk.on.blackberry> Message-ID: <45EAFFF8.3020506@iasi.roedu.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 if you want you can try debian. After the install, try apt-get install request-tracker3.6 andreas.doppler at nearyconsulting.com wrote: > Tried installation as described on RHEL 4, FC6, FC5 and current Ubuntu but never succeded. Either Apache fails to restart or the RT-Mainpage does not come up. > > I have installed other packages successfully, I know how to resolve dependencies etc but RT is a pain to me. > > Any recommendations regarding which distro should be used or being avoided welcome. > > Andreas > Sent from my BlackBerry? wireless handheld > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFF6v/tjGXbUSvc3AsRAginAJ9sjNdzAsmhXNS13K2/3mZ2yo96WQCdEVXe Mp4YyeEK9m0OggiZKWmibfU= =PAXQ -----END PGP SIGNATURE----- From diablo at iasi.roedu.net Sun Mar 4 12:20:45 2007 From: diablo at iasi.roedu.net (Subredu Manuel) Date: Sun, 04 Mar 2007 19:20:45 +0200 Subject: [rt-users] Which Linux distribution recommended? In-Reply-To: <1691861116-1173015188-cardhu_blackberry.rim.net-1536741891-@bxe026-cell00.bisx.produk.on.blackberry> References: <1691861116-1173015188-cardhu_blackberry.rim.net-1536741891-@bxe026-cell00.bisx.produk.on.blackberry> Message-ID: <45EAFFED.8090003@iasi.roedu.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 if you want you can try debian. After the install, try apt-get install request-tracker3.6 andreas.doppler at nearyconsulting.com wrote: > Tried installation as described on RHEL 4, FC6, FC5 and current Ubuntu but never succeded. Either Apache fails to restart or the RT-Mainpage does not come up. > > I have installed other packages successfully, I know how to resolve dependencies etc but RT is a pain to me. > > Any recommendations regarding which distro should be used or being avoided welcome. > > Andreas > Sent from my BlackBerry? wireless handheld > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFF6v/tjGXbUSvc3AsRAginAJ9sjNdzAsmhXNS13K2/3mZ2yo96WQCdEVXe Mp4YyeEK9m0OggiZKWmibfU= =PAXQ -----END PGP SIGNATURE----- From jlentz at andrew.cmu.edu Sun Mar 4 12:35:18 2007 From: jlentz at andrew.cmu.edu (Jasen M. Lentz) Date: Sun, 4 Mar 2007 12:35:18 -0500 Subject: [rt-users] Problem after applying updates on FC5 Message-ID: <008d01c75e83$7a483df0$a0780280@bombalurinaps> I applied the updates for my machine on FC5 (It has been a little while) and now I get the following when I click on a ticket: Can't use string ("(main.Status != 'deleted')") as an ARRAY ref while "strict refs" in use at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 1007. Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t use string ("(main.Status != \'deleted\')") as an ARRAY ref while "strict refs" in use at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 1007.^J') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 1007 DBIx::SearchBuilder::_CompileGenericRestrictions('RT::Tickets=HASH(0x8291f91 8)') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 983 DBIx::SearchBuilder::_WhereClause('RT::Tickets=HASH(0x8291f918)') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 431 DBIx::SearchBuilder::BuildSelectQuery('RT::Tickets=HASH(0x8291f918)') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 233 DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x8291f918)') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 498 DBIx::SearchBuilder::Next('RT::Tickets=HASH(0x8291f918)') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 2554 RT::Tickets::Next('RT::Tickets=HASH(0x8291f918)') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 2536 RT::Tickets::ItemsArrayRef('RT::Tickets=HASH(0x8291f918)') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 2849 RT::Tickets::_BuildItemMap('RT::Tickets=HASH(0x8291f918)') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 2880 RT::Tickets::ItemMap('RT::Tickets=HASH(0x8291f918)') called at /opt/rt3/share/html/Ticket/Elements/Tabs line 69 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x829040e4)', 'current_tab', 'Ticket/Display.html?id=138', 'Title', '#138: PGH-MSG-02 new network cable') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x829ace 5c)', 'Ticket', 'RT::Ticket=HASH(0x829040e4)', 'current_tab', 'Ticket/Display.html?id=138', 'Title', '#138: PGH-MSG-02 new network cable') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0x829040e4)', 'current_tab', 'Ticket/Display.html?id=138', 'Title', '#138: PGH-MSG-02 new network cable') called at /opt/rt3/share/html/Ticket/Display.html line 48 HTML::Mason::Commands::__ANON__('id', 138) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x82900c a0)', 'id', 138) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'id', 138) called at /opt/rt3/share/html/autohandler line 292 HTML::Mason::Commands::__ANON__('id', 138) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x82746c ec)', 'id', 138) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1246 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef, 'id', 138) called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 459 eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x82489 51c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0x8248951c)') called at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x81ac2a30)', 'Apache2::RequestRec=SCALAR(0x827ca9c0)') called at /opt/rt3/bin/webmux.pl line 123 eval {...} at /opt/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x827ca9c0)') called at -e line 0 eval {...} at -e line 0 HELP! Thanks! JML ---------------------------------------------------------------------------- --- Jasen M. Lentz UNIX System Administrator Production Services, Computing Services Carnegie-Mellon University 4910 Forbes Ave CYH-A71 Pittsburgh, PA 15213 Phone: 412-268-3823 (Shared Extension) Cell: 412-559-6720 CompTIA A+ and Server+ Certified Hardware Technician -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Sun Mar 4 13:59:02 2007 From: theillien at yahoo.com (Mathew) Date: Sun, 04 Mar 2007 13:59:02 -0500 Subject: [rt-users] Which Linux distribution recommended? In-Reply-To: <45EAFFF8.3020506@iasi.roedu.net> References: <1691861116-1173015188-cardhu_blackberry.rim.net-1536741891-@bxe026-cell00.bisx.produk.on.blackberry> <45EAFFF8.3020506@iasi.roedu.net> Message-ID: <45EB16F6.8040301@yahoo.com> Personally, I prefer to not use the pre-packaged options. I use Fedora Core 5 with the source installation. I didn't have any problems getting it installed. In fact, I created a rudimentary script which will install everything with only a few taps on the keyboard. Of course, I had a dickens of a time setting it up the first time too but, once I worked through all the kinks and figured out what needed to be where, it became easier and easier. Mathew Subredu Manuel wrote: > if you want you can try debian. After the install, try > > apt-get install request-tracker3.6 > > andreas.doppler at nearyconsulting.com wrote: >> Tried installation as described on RHEL 4, FC6, FC5 and current Ubuntu but never succeded. Either Apache fails to restart or the RT-Mainpage does not come up. > >> I have installed other packages successfully, I know how to resolve dependencies etc but RT is a pain to me. > >> Any recommendations regarding which distro should be used or being avoided welcome. > >> Andreas >> Sent from my BlackBerry? wireless handheld > > >> ------------------------------------------------------------------------ > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> Community help: http://wiki.bestpractical.com >> Commercial support: 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 frota at cecom.ufmg.br Sun Mar 4 16:26:40 2007 From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais) Date: Sun, 4 Mar 2007 18:26:40 -0300 Subject: [rt-users] Which Linux distribution recommended? In-Reply-To: <45EAFFED.8090003@iasi.roedu.net> References: <1691861116-1173015188-cardhu_blackberry.rim.net-1536741891-@bxe026-cell00.bisx.produk.on.blackberry> <45EAFFED.8090003@iasi.roedu.net> Message-ID: <200703041826.40148.frota@cecom.ufmg.br> You can use Fedora (FC5). I compiled a list of rpms that are requisites to install RT. All of them are part of the distribution, part of them are listed in the "extras" repository. I don't remember how the initial list was created, I think I made a "rpm -a | grep perl" so some of of the rpms may be unnecessary to RT or some of them will be used only by rt-3.7 (rtir2006xxx). The instructions to install the RT itself are not complicated and you can "first install it a lot of times, you need only to remove the /opt/rt3 directory (my install directory). My "configure" command: ./configure --with-db-rt-pass=dbrtpw --with-db-dba=root --with-web-user=apache --with-web-group=apache My apache configuration (/etc/httpd/conf.d): ServerName rt.my.company.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # AddDefaultCharset ISO-8859-1 # these four lines applies to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI # PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} # PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason My list of installed perl RPMS: perl-Cache-Simple-TimedExpiry perl-Text-Glob perl-Text-Template perl-Calendar-Simple perl-Compress-Zlib perl-IO-Zlib perl-Tie-DBI perl-YAML perl-Carp-Assert perl-File-Find-Rule perl-Net-IP perl-XML-NamespaceSupport perl-Params-Validate perl-DBD-Pg perl-DBIx-SearchBuilder perl-Devel-StackTrace perl-BerkeleyDB perl-MIME-tools perl-IPC-ShareLite ImageMagick-perl perl-File-MMagic perl-Mail-SPF-Query perl-Authen-SASL perl-GDGraph perl-Algorithm-Dependency perl-Hook-LexWrap perl-IO-Multiplex perl-Regexp-Common perl-Class-Container perl-XML-DOM perl-Class-Accessor-Chained perl-HTML-Tagset perl-Convert-ASN1 perl-XML-RegExp perl-Exception-Class perl-Net-Server perl-Number-Compare perl-HTML-Format perl-Locale-Maketext-Lexicon perl-Time-modules perl-MLDBM perl-Text-Wrapper perl-UNIVERSAL-require perl-Cache-Cache perl-DBIx-DBSchema perl-Class-ReturnValue perl-Expect-Simple perl-XML-Twig perl-Crypt-SSLeay perl-XML-Encoding perl-IO-stringy perl-MIME-Lite perl-BSD-Resource perl-Clone perl-prefork perl-TeX-Hyphen perl-Devel-Symdump groff-perl perl-Module-Refresh perl-GDTextUtil perl-DBI perl-libxml-perl perl-LDAP perl-Text-WikiFormat perl-Text-Quoted perl-URI perl-Digest-HMAC perl-Params-Util perl-HTML-Tree perl-Parse-Yapp perl-Mail-Sendmail perl-Net-CIDR-Lite perl-File-Flat perl-Text-Reform perl-DateManip perl-Locale-Maketext-Fuzzy mod_perl perl-DBD-MySQL perl-HTTP-Server-Simple perl-HTML-Mason perl-XML-SAX perl-Log-Dispatch perl-Frontier-RPC perl-IO-Tty perl-Test-WWW-Mechanize perl-XML-RSS perl-TimeDate perl-Convert-TNEF perl-Test-LongString perl-Font-AFM perl-Razor-Agent perl-Module-Versions-Report perl-libwww-perl perl-Archive-Zip perl-Archive-Tar perl-GSSAPI perl-Test-Expect perl-Tree-Simple perl-Net-SSH perl-MailTools perl-File-Slurp perl-FreezeThaw openssl-perl perl-GD perl-WWW-Mechanize perl-Carp-Assert-More perl-Apache-Session perl-Class-Accessor perl-Digest-SHA1 perl-HTML-Parser perl-Convert-BinHex perl-Unix-Syslog perl-Error perl-Want perl-XML-Dumper perl-Expect perl-Config-Tiny perl-Convert-UUlib perl-Net-DNS perl-HTML-Scrubber perl-suidperl perl-XML-Parser perl-DBD-SQLite perl-XML-Grove perl-SGMLSpm perl-Class-Autouse perl-Class-Data-Inheritable perl-Text-Autoformat perl-Test-Inline perl-IO-String perl-TermReadKey perl-Mail-Sender perl-HTTP-Server-Simple-Mason perl-XML-Simple Em Domingo 04 Mar?o 2007 14:20, Subredu Manuel escreveu: > if you want you can try debian. After the install, try > > apt-get install request-tracker3.6 > > andreas.doppler at nearyconsulting.com wrote: > > Tried installation as described on RHEL 4, FC6, FC5 and current Ubuntu > > but never succeded. Either Apache fails to restart or the RT-Mainpage > > does not come up. > > > > I have installed other packages successfully, I know how to resolve > > dependencies etc but RT is a pain to me. > > > > Any recommendations regarding which distro should be used or being > > avoided welcome. > > > > Andreas > > Sent from my BlackBerry? wireless handheld > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 -- Fernando Frota Machado de Morais IR Team - Divisao de Redes de Comunicacao Centro de Computacao Universidade Federal de Minas Gerais Brasil Tel. +55(31)3499.4007 Fax. +55(31)3499.4004 /"\ \ / Campanha da fita ASCII - contra mail html X ASCII ribbon campaign - against html mail / \ From erikerik at gmail.com Sun Mar 4 19:01:58 2007 From: erikerik at gmail.com (Erik Anderson) Date: Sun, 4 Mar 2007 18:01:58 -0600 Subject: [rt-users] RT-3.4.5 - losing session Message-ID: Hello - Requisite version information: rt-3.4.5 perl-5.8.8 apache-2.0.58 mysql-5.0.26 mod_perl-2.0.2 After upgrading apache, I started having a problem where, after clicking a link in RT, I'm sent back to the login page. It seems that something went awry with how login sessions are handled. Since upgrading apache, I've re-compiled both mod_perl and mysql, thinking that would fix the problem but it hasn't. Any ideas? Thanks! -- Erik Anderson http://andersonfam.org From sturner at MIT.EDU Sun Mar 4 20:39:51 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Sun, 04 Mar 2007 20:39:51 -0500 Subject: [rt-users] Google Summer of Code In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> Message-ID: <6.2.3.4.2.20070304203613.03ceb810@po14.mit.edu> At Wednesday 2/28/2007 02:29 PM, Jesse Vincent wrote: >I'd love to submit RT to Google's Summer of Code this summer. It's >probably time to start brainstorming projects. > >What would you like to do/see done as part of a RT summer of code >project? > >Jesse A few ideas- - Remote API. - Overhauling of interface, including serious formal usability testing etc. - Simplification of admin functions interface - perhaps some kind of admin "dashboard". Steve From BKO at schilling.dk Mon Mar 5 03:08:29 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Mon, 5 Mar 2007 09:08:29 +0100 Subject: [rt-users] I just can't figure out how to get the values from mycustom fields! Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F7645@mia> Please - Any clues? It would be most appreciated. Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S -----Oprindelig meddelelse----- Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne af Brian Kjelin Olsen Sendt: 4. marts 2007 10:26 Til: rt-users at lists.bestpractical.com Emne: [rt-users] I just can't figure out how to get the values from mycustom fields! Hi everyone I just can't figure how to get the values of custom fields on ticket transactions from scrip. As an example I have made this small scrip where I print the field names and then try to get the values from those fields. --- Scrip example --- my $k=""; my $v=""; $RT::Logger->debug("Get names of transaction Custom fields from the ticket object"); if (my $TCFs = $self->TicketObj->TransactionCustomFields()) { while (my $CF = $TCFs->Next()) { $RT::Logger->debug("Get values from transaction custom field '" . $CF->Name . "' from the transaction object"); my %values = $self->TransactionObj->CustomFieldValues($CF->Name); while (($k,$v) = each %values) { $RT::Logger->debug("$k => $v"); } $RT::Logger->debug("End of getting values from transaction custom field '" . $CF->Name . "' from the transaction object"); } } $RT::Logger->debug("End of getting names of transaction Custom fields from the ticket object"); --------------------- As a result (See log below) I seems to get two value hashes, but without any values?!?! (And - "Yes: I do remember to add some values to the two fields while making the test transaction" :-) PS This is my first Perl and RT programming, so I guess that this could be the reason :-) ----- Log file ------ [Sat Mar 3 20:24:08 2007] [debug]: Get names of transaction Custom fields from the ticket object ((eval 429):16) [Sat Mar 3 20:24:08 2007] [debug]: Get values from transaction custom field 'Service type' from the transaction object ((eval 429):19) [Sat Mar 3 20:24:08 2007] [debug]: RT::ObjectCustomFieldValues=HASH(0xac022b4) => ((eval 429):22) [Sat Mar 3 20:24:08 2007] [debug]: End of getting values from transaction custom field 'Service type' from the transaction object ((eval 429):24) [Sat Mar 3 20:24:08 2007] [debug]: Get values from transaction custom field 'Service text' from the transaction object ((eval 429):19) [Sat Mar 3 20:24:08 2007] [debug]: RT::ObjectCustomFieldValues=HASH(0x9aa45f4) => ((eval 429):22) [Sat Mar 3 20:24:08 2007] [debug]: End of getting values from transaction custom field 'Service text' from the transaction object ((eval 429):24) [Sat Mar 3 20:24:08 2007] [debug]: End of getting names of transaction Custom fields from the ticket object ((eval 429):27) --------------------- Med venlig hilsen / Best regards Brian Kjelin Olsen Systemkonsulent ? Schilling A/S Baldersb?kvej 24-26 DK-2635 Ish?j Tel: +45 70 27 99 00 Fax: +45 70 27 99 10 bko at schilling.dk www.schilling.dk _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From gcecchi at peviani.it Mon Mar 5 03:21:30 2007 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Mon, 5 Mar 2007 09:21:30 +0100 Subject: R: [rt-users] Which Linux distribution recommended? Message-ID: In FC6 it is included in fedora extras. So that if you type: yum install rt3 It should install all dependencies for a base install of rt. The version now provided is 3.6.3 and it is working for me in a test environment this way. HIH, Gianluca > -----Messaggio originale----- > Da: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Per conto > di andreas.doppler at nearyconsulting.com > Inviato: domenica 4 marzo 2007 14.33 > A: rt-users at lists.bestpractical.com > Oggetto: [rt-users] Which Linux distribution recommended? > > Tried installation as described on RHEL 4, FC6, FC5 and > current Ubuntu but never succeded. Either Apache fails to > restart or the RT-Mainpage does not come up. > > I have installed other packages successfully, I know how to > resolve dependencies etc but RT is a pain to me. > > Any recommendations regarding which distro should be used or > being avoided welcome. > > Andreas > Sent from my BlackBerry(r) wireless handheld > From matthew at sorbs.net Mon Mar 5 04:25:17 2007 From: matthew at sorbs.net (Matthew Sullivan) Date: Mon, 05 Mar 2007 20:25:17 +1100 Subject: [rt-users] Google Summer of Code In-Reply-To: <20070304150242.GJ25008@bestpractical.com> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <45EA2393.1020106@sorbs.net> <20070304150242.GJ25008@bestpractical.com> Message-ID: <45EBE1FD.5070708@sorbs.net> Jesse Vincent wrote: > > On Sun, Mar 04, 2007 at 12:40:35PM +1100, Matthew Sullivan wrote: > >> Jesse Vincent wrote: >> >>> I'd love to submit RT to Google's Summer of Code this summer. It's >>> probably time to start brainstorming projects. >>> >>> What would you like to do/see done as part of a RT summer of code >>> project? >>> >> Worldwide replicated environment support (ie so that replication does >> not break everytime a new ticket is logged in 2 locations and there is >> lag). >> > > You're actually doing multi-master replication and RT? No. (That's the point ;-) ) > Using what database? Was using MySQL ...went horribly wrong, would look at it a lot more if I had the time (its easy to resolve, just lots of work). > While I've got a trick up my sleeve that's headed in the > direction, it's not something I'd push to production code any time in > the near future. It would need about a month of my time and audrey's > time. And those are both...in scarce supply ;) > yup, know the feeling ;-) Regards, Mat PS: Using PostgreSQL now ... lot better with large 100k+ ticket numbers... I had a tuned DB and it sucked bigtime when we hit 100k+ tickets. PostgreSQL is a lot better, more reliable, and most importantly consistent. From jackc at teptin.net Mon Mar 5 04:33:30 2007 From: jackc at teptin.net (Jan Korbel) Date: Mon, 05 Mar 2007 10:33:30 +0100 Subject: [rt-users] Google Summer of Code In-Reply-To: <1172698898.16925.16.camel@ook> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <1172697827.3854.97.camel@mlap> <1172698898.16925.16.camel@ook> Message-ID: <45EBE3EA.502@teptin.net> Yes, reporting would be fine. J. Ole Craig wrote: > On Wed, 2007-02-28 at 16:23 -0500, Matthew Keller wrote: >> Billing and accounts. O:-) > > And real reporting, output to PDF or HTML, with the ability to automate > scheduled emails of reports to the pointy-haired. > From tom at netspot.com.au Mon Mar 5 04:42:15 2007 From: tom at netspot.com.au (Tom Lanyon) Date: Mon, 05 Mar 2007 20:12:15 +1030 Subject: [rt-users] Google Summer of Code In-Reply-To: <45EBE3EA.502@teptin.net> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <1172697827.3854.97.camel@mlap> <1172698898.16925.16.camel@ook> <45EBE3EA.502@teptin.net> Message-ID: <45EBE5F7.4040402@netspot.com.au> Jan Korbel wrote: > Yes, reporting would be fine. > > J. > > Ole Craig wrote: >> On Wed, 2007-02-28 at 16:23 -0500, Matthew Keller wrote: >>> Billing and accounts. O:-) >> >> And real reporting, output to PDF or HTML, with the ability to automate >> scheduled emails of reports to the pointy-haired. >> I've got on my task list to work on something like this -- so if its done via SoC, I get to cross an item off my task list. :) From tim.bell at cern.ch Mon Mar 5 04:53:58 2007 From: tim.bell at cern.ch (Tim Bell) Date: Mon, 05 Mar 2007 10:53:58 +0100 Subject: [rt-users] Conditions error message Message-ID: <45EBE8B6.9020806@cern.ch> I am writing a condition and would like to be able to give an informative reason to the user why the change of a custom field they are requesting is not permitted. Returning undef gives me the possibility to stop the action but I can't see how to tell the user why. I can log it into a system log file but the user does not have access to that. Any ideas ? Tim From romansteve at gmail.com Mon Mar 5 07:07:39 2007 From: romansteve at gmail.com (Roman Steven) Date: Mon, 5 Mar 2007 07:07:39 -0500 Subject: [rt-users] How to describe RT 3.6.X Message-ID: <552eaa670703050407k5cdf8c95ib685b8d91f327d95@mail.gmail.com> Hi, I am thinking of preparing some documentation for my users and was wondering if there is any definitive way to describe the various parts of the RT online forms. Like at the top, we have a System Navigation Bar, below that the Create Ticket Bar, and so forth. Has anybody done this or point me to the correct Wiki entry? Thanks From erikerik at gmail.com Mon Mar 5 09:48:33 2007 From: erikerik at gmail.com (Erik Anderson) Date: Mon, 5 Mar 2007 08:48:33 -0600 Subject: [rt-users] Re: RT-3.4.5 - losing session In-Reply-To: References: Message-ID: On 3/4/07, Erik Anderson wrote: > > After upgrading apache, I started having a problem where, after > clicking a link in RT, I'm sent back to the login page. It seems that > something went awry with how login sessions are handled. Since > upgrading apache, I've re-compiled both mod_perl and mysql, thinking > that would fix the problem but it hasn't. ...just an update on this issue. It appears that the login cookie is being set correctly at login, but is not being read back correctly upon further page navigation. I've reproduced this problem with several different web browsers and several computers, so it's not a client-side problem -Erik From joe.casadonte at oracle.com Mon Mar 5 10:09:46 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Mon, 05 Mar 2007 10:09:46 -0500 Subject: [rt-users] I just can't figure out how to get the values from mycustom fields! In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F7645@mia> References: <60E7170809C4FC4E825DDF39B7ECDE749F7645@mia> Message-ID: <45EC32BA.4000904@oracle.com> On 3/5/2007 3:08 AM, Brian Kjelin Olsen wrote: > I just can't figure how to get the values of custom fields on ticket transactions from scrip. Here's what I've done in a Condition's IsApplicable() sub: my($CFNAME) = 'Severity'; my($q) = $self->TicketObj->QueueObj; my($cf) = new RT::CustomField $q->CurrentUser; $cf->LoadByNameAndQueue(Name => $CFNAME, Queue => $q->id); $cf->LoadByNameAndQueue(Name => $CFNAME, Queue => 0) unless $cf->id; unless ($cf->id) { $RT::Logger->warning("Custom field '$CFNAME' isn't global or defined for queue '" . $q->Name . "'"); return undef; } return ! $self->TicketObj->FirstCustomFieldValue($cf->id); Hope that helps! -- Regards, joe ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | Joe Casadonte | joe.casadonte at oracle.com | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Suite 300 | | 610-491-3315 | King of Prussia, PA 19406 | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From firas.batal at ericsson.com Mon Mar 5 10:17:30 2007 From: firas.batal at ericsson.com (Firas Batal (QA/EMC)) Date: Mon, 5 Mar 2007 10:17:30 -0500 Subject: [rt-users] Google Summer of Code In-Reply-To: <6.2.3.4.2.20070304203613.03ceb810@po14.mit.edu> Message-ID: <67048CBE51B1644D89DDD3B7C9F2D19E032BAACA@ecamlmw720.eamcs.ericsson.se> Hi, Please update "RT essentials" to include the latest features in RT 3.6.3 and technical modification to RT 3.2. Thanks Firas -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephen Turner Sent: Sunday, March 04, 2007 8:40 PM To: Jesse Vincent; rt-Users Users Subject: Re: [rt-users] Google Summer of Code At Wednesday 2/28/2007 02:29 PM, Jesse Vincent wrote: >I'd love to submit RT to Google's Summer of Code this summer. It's >probably time to start brainstorming projects. > >What would you like to do/see done as part of a RT summer of code >project? > >Jesse A few ideas- - Remote API. - Overhauling of interface, including serious formal usability testing etc. - Simplification of admin functions interface - perhaps some kind of admin "dashboard". 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 joe.casadonte at oracle.com Mon Mar 5 10:18:18 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Mon, 05 Mar 2007 10:18:18 -0500 Subject: [rt-users] Google Summer of Code In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> Message-ID: <45EC34BA.9030404@oracle.com> On 2/28/2007 2:29 PM, Jesse Vincent wrote: > I'd love to submit RT to Google's Summer of Code this summer. It's > probably time to start brainstorming projects. > > What would you like to do/see done as part of a RT summer of code project? Something simpler/easier that a lot of what's been suggested might be to do a MOTD type thing, for site-wide announcements. -- 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 tobias at formelheinz.de Mon Mar 5 10:24:31 2007 From: tobias at formelheinz.de (Tobias Heinz) Date: Mon, 05 Mar 2007 16:24:31 +0100 Subject: [rt-users] Customisation: in update - add a field to enter an e-Mail Address and send the transaction to this e-mail address Message-ID: <45EC362F.9000306@formelheinz.de> Dear All, I am running an rt 3.4.0 on Debian Linux. I would like to add a new field to the Update ticket screen. I would like to a checkbox: Send this transaction to the following e-Mail address If the checkbox is clicked I want a free-text field to appear and offer the user the possibility to enter an e-Mail address. This address should receive only the transaction created once and should not be saved or recorded anywhere. How would I go about creating this customisation? Any input is greatly appreciated, thanks a lot, T. Heinz -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3253 bytes Desc: S/MIME Cryptographic Signature URL: From jesse at bestpractical.com Mon Mar 5 12:24:22 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Mar 2007 12:24:22 -0500 Subject: [rt-users] Google Summer of Code In-Reply-To: <45EC34BA.9030404@oracle.com> References: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> <45EC34BA.9030404@oracle.com> Message-ID: <20070305172421.GU25008@bestpractical.com> On Mon, Mar 05, 2007 at 10:18:18AM -0500, Joe Casadonte wrote: > On 2/28/2007 2:29 PM, Jesse Vincent wrote: > >I'd love to submit RT to Google's Summer of Code this summer. It's > >probably time to start brainstorming projects. > > > >What would you like to do/see done as part of a RT summer of code > >project? > > Something simpler/easier that a lot of what's been suggested might be to > do a MOTD type thing, for site-wide announcements. > http://search.cpan.org/~jesse/RT-Extension-ServiceUpdates-0.2/ :) > -- > Regards, > > > joe > Joe Casadonte > joe.casadonte at oracle.com > > ========== ========== > == The statements and opinions expressed here are my own and do not == > == necessarily represent those of Oracle Corporation. == > ========== ========== > -- From KFCrocker at lbl.gov Mon Mar 5 13:00:06 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 05 Mar 2007 10:00:06 -0800 Subject: [rt-users] I just can't figure out how to get the values from mycustom fields! In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F7645@mia> References: <60E7170809C4FC4E825DDF39B7ECDE749F7645@mia> Message-ID: <45EC5AA6.1090404@lbl.gov> Brian, Are you trying to get values from existing ticket custom fields? Ticket transaction custom fields are different from ticket custom fields. If you are trying to get values from existing tickets, then the transaction custom fields may very well have no values any longer. Kenn LBNL Brian Kjelin Olsen wrote: > Please - Any clues? > It would be most appreciated. > > Med venlig hilsen / Best regards > Brian Kjelin Olsen > Schilling A/S > -----Oprindelig meddelelse----- > Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne af Brian Kjelin Olsen > Sendt: 4. marts 2007 10:26 > Til: rt-users at lists.bestpractical.com > Emne: [rt-users] I just can't figure out how to get the values from mycustom fields! > > Hi everyone > > I just can't figure how to get the values of custom fields on ticket transactions from scrip. > As an example I have made this small scrip where I print the field names and then try to get the values from those fields. > > --- Scrip example --- > my $k=""; my $v=""; > $RT::Logger->debug("Get names of transaction Custom fields from the ticket object"); > if (my $TCFs = $self->TicketObj->TransactionCustomFields()) { > while (my $CF = $TCFs->Next()) { > $RT::Logger->debug("Get values from transaction custom field '" . $CF->Name . "' from the transaction object"); > my %values = $self->TransactionObj->CustomFieldValues($CF->Name); > while (($k,$v) = each %values) { > $RT::Logger->debug("$k => $v"); > } > $RT::Logger->debug("End of getting values from transaction custom field '" . $CF->Name . "' from the transaction object"); > } > } > $RT::Logger->debug("End of getting names of transaction Custom fields from the ticket object"); > --------------------- > > As a result (See log below) I seems to get two value hashes, but without any values?!?! > (And - "Yes: I do remember to add some values to the two fields while making the test transaction" :-) > > PS This is my first Perl and RT programming, so I guess that this could be the reason :-) > > ----- Log file ------ > [Sat Mar 3 20:24:08 2007] [debug]: Get names of transaction Custom fields from the ticket object ((eval 429):16) > [Sat Mar 3 20:24:08 2007] [debug]: Get values from transaction custom field 'Service type' from the transaction object ((eval 429):19) > [Sat Mar 3 20:24:08 2007] [debug]: RT::ObjectCustomFieldValues=HASH(0xac022b4) => ((eval 429):22) > [Sat Mar 3 20:24:08 2007] [debug]: End of getting values from transaction custom field 'Service type' from the transaction object ((eval 429):24) > [Sat Mar 3 20:24:08 2007] [debug]: Get values from transaction custom field 'Service text' from the transaction object ((eval 429):19) > [Sat Mar 3 20:24:08 2007] [debug]: RT::ObjectCustomFieldValues=HASH(0x9aa45f4) => ((eval 429):22) > [Sat Mar 3 20:24:08 2007] [debug]: End of getting values from transaction custom field 'Service text' from the transaction object ((eval 429):24) > [Sat Mar 3 20:24:08 2007] [debug]: End of getting names of transaction Custom fields from the ticket object ((eval 429):27) > --------------------- > > Med venlig hilsen / Best regards > Brian Kjelin Olsen > Systemkonsulent > > Schilling A/S > Baldersb?kvej 24-26 > DK-2635 Ish?j > Tel: +45 70 27 99 00 > Fax: +45 70 27 99 10 > bko at schilling.dk > www.schilling.dk > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From djones at proofpoint.com Mon Mar 5 13:04:11 2007 From: djones at proofpoint.com (Dayton Jones) Date: Mon, 5 Mar 2007 10:04:11 -0800 Subject: [rt-users] RE: RT3 (3.6.3) and LDAP auth config issue Message-ID: <483CE3D0711D774C9787A140E66A0F1E6F5140@CUP-POSTAL1.corp.proofpoint.com> Can anyone point me in the right direction for this? ________________________________ From: Dayton Jones Sent: Friday, March 02, 2007 12:28 PM To: rt-users at lists.bestpractical.com Subject: RT3 (3.6.3) and LDAP auth config issue I just installed RT3 (3.6.3) on a FC6 box using 'yum install rt3' and made sure that the base install was working (login, queue creation, etc) and then tried to setup LDAP authentication. I followed the install instructions (New Installs) at http://wiki.bestpractical.com/index.cgi?LDAP First problem is there is no local/lib/RT so I put User_Local.pm in /etc/rt3/ (default location of RT_SiteConfig.pm and RT_Config.pm) -also put a copy in /var/lib/rt3 I modified the LdapAttMap and LdapUser/LdapPass settings and set the auth to LDAP only (no local) When I try to login I just get "Your username or password is incorrect" in the browser and "[error]: FAILED LOGIN for [USER] from xxx.xxx.xxx.xxx (/usr/share/rt3/html/autohandler:249)" in my apache log. I've checked the WIKI, and searched the archives but everything I see just points me back to the wiki article I used. What did I miss, or what can I check to get LDAP auth to work? OS: FC6 RT3 ver: 3.6.3 Perl ver: 5.8.8 Apache ver: 2.2.3 MySQL ver 5.0.27 Dayton Jones Senior Network Engineer Proofpoint, Inc. djones at proofpoint.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Mon Mar 5 13:33:59 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 05 Mar 2007 13:33:59 -0500 Subject: [rt-users] I just can't figure out how to get the values from mycustom fields! In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F7645@mia> References: <60E7170809C4FC4E825DDF39B7ECDE749F7645@mia> Message-ID: <6.2.3.4.2.20070305132933.03d37c88@po14.mit.edu> At Monday 3/5/2007 03:08 AM, Brian Kjelin Olsen wrote: >Please - Any clues? >It would be most appreciated. > >Med venlig hilsen / Best regards >Brian Kjelin Olsen >Schilling A/S >-----Oprindelig meddelelse----- >Fra: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] > P? vegne af Brian Kjelin Olsen >Sendt: 4. marts 2007 10:26 >Til: rt-users at lists.bestpractical.com >Emne: [rt-users] I just can't figure out how to >get the values from mycustom fields! > >Hi everyone > >I just can't figure how to get the values of >custom fields on ticket transactions from scrip. >As an example I have made this small scrip where >I print the field names and then try to get the values from those fields. > >--- Scrip example --- >my $k=""; my $v=""; >$RT::Logger->debug("Get names of transaction >Custom fields from the ticket object"); >if (my $TCFs = $self->TicketObj->TransactionCustomFields()) { > while (my $CF = $TCFs->Next()) { > $RT::Logger->debug("Get values from > transaction custom field '" . $CF->Name . "' from the transaction object"); > my %values = $self->TransactionObj->CustomFieldValues($CF->Name); > while (($k,$v) = each %values) { > $RT::Logger->debug("$k => $v"); > } > $RT::Logger->debug("End of getting > values from transaction custom field '" . > $CF->Name . "' from the transaction object"); > } >} >$RT::Logger->debug("End of getting names of >transaction Custom fields from the ticket object"); >--------------------- It looks like you're pretty close - $self->TransactionObj->CustomFieldValues($CF->Name) will give you an ObjectCustomFieldValues collection object - each member of the collection is an ObjectCustomFieldValue object. You can iterate over the collection and see the values something like this: my $values = $self->TransactionObj->CustomFieldValues($CF->Name); while (my $CFV = $values->Next() ) { $RT::Logger->debug($CFV->Content); } Steve From huston at astro.princeton.edu Mon Mar 5 13:12:32 2007 From: huston at astro.princeton.edu (Steve Huston) Date: Mon, 05 Mar 2007 13:12:32 -0500 Subject: [rt-users] Upgrade from 3.0.2 -> 3.6.3, easy as 3.14159? Message-ID: <45EC5D90.1020005@astro.princeton.edu> Tomorrow I'm going to be upgrading our RT server, and at the same time will finally upgrade RT itself (we've been dealing with the "truncated attachments" issue long enough, and I finally have more than just that as a reason to upgrade :> ) Since 3.6.3 is in Fedora Extras, I'll just install the RPM for that, but I'm curious about the database. Downloading the source for 3.6.3 and reading the UPGRADING file, it looks as though there's no change to the schema? Am I correct that simply restoring the DB on the new machine and pointing the new RT to it will be sufficient? Thanks! -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From huston at astro.princeton.edu Mon Mar 5 13:16:03 2007 From: huston at astro.princeton.edu (Steve Huston) Date: Mon, 05 Mar 2007 13:16:03 -0500 Subject: [rt-users] Re: Upgrade from 3.0.2 -> 3.6.3, easy as 3.14159? In-Reply-To: <45EC5D90.1020005@astro.princeton.edu> References: <45EC5D90.1020005@astro.princeton.edu> Message-ID: <45EC5E63.1090800@astro.princeton.edu> Hate replying to my own mail, but I hit send too soon.. just read through the README, and I see the instructions for the schema updates. So, to rephrase then, is there no difference needed for 3.0.2 -> 3.1.0 (the first instance in etc/upgrade)? -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From ruslan.zakirov at gmail.com Mon Mar 5 14:26:48 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 5 Mar 2007 22:26:48 +0300 Subject: [rt-users] List of updated tickets In-Reply-To: References: Message-ID: <589c94400703051126l4deca75w20eb6d3c88714076@mail.gmail.com> Try next tSQL: "LastUpdated > '-1 hour' ". On 3/4/07, Asif Iqbal wrote: > How do I get the list of tickets, as a cronjob report, that has been > updated or created since last hour? > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Mar 5 14:29:33 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 5 Mar 2007 22:29:33 +0300 Subject: [rt-users] How to describe RT 3.6.X In-Reply-To: <552eaa670703050407k5cdf8c95ib685b8d91f327d95@mail.gmail.com> References: <552eaa670703050407k5cdf8c95ib685b8d91f327d95@mail.gmail.com> Message-ID: <589c94400703051129vb4ea7e6nb322971d259766e5@mail.gmail.com> There is glossary on the wiki, also there is ManualWebInterface that most probably a good place to grep terms. On 3/5/07, Roman Steven wrote: > Hi, > > I am thinking of preparing some documentation for my users and was > wondering if there is any definitive way to describe the various parts > of the RT online forms. Like at the top, we have a System Navigation > Bar, below that the Create Ticket Bar, and so forth. Has anybody > done this or point me to the correct Wiki entry? > > Thanks > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From theillien at yahoo.com Mon Mar 5 14:30:43 2007 From: theillien at yahoo.com (Mathew) Date: Mon, 05 Mar 2007 14:30:43 -0500 Subject: [rt-users] Re: Upgrade from 3.0.2 -> 3.6.3, easy as 3.14159? In-Reply-To: <45EC5E63.1090800@astro.princeton.edu> References: <45EC5D90.1020005@astro.princeton.edu> <45EC5E63.1090800@astro.princeton.edu> Message-ID: <45EC6FE3.9020100@yahoo.com> This is why I don't like using packages put together by any of the distros. I prefer installing the source package from Best Practical. If you were to install the RPMs there would be no path to update the database schema. Mathew Steve Huston wrote: > Hate replying to my own mail, but I hit send too soon.. just read > through the README, and I see the instructions for the schema updates. > > So, to rephrase then, is there no difference needed for 3.0.2 -> 3.1.0 > (the first instance in etc/upgrade)? > > > From a.nicols at lancs.ac.uk Mon Mar 5 14:34:23 2007 From: a.nicols at lancs.ac.uk (Andrew Nicols) Date: Mon, 5 Mar 2007 19:34:23 +0000 Subject: [rt-users] Re: Upgrade from 3.0.2 -> 3.6.3, easy as 3.14159? In-Reply-To: <45EC6FE3.9020100@yahoo.com> References: <45EC5D90.1020005@astro.princeton.edu> <45EC5E63.1090800@astro.princeton.edu> <45EC6FE3.9020100@yahoo.com> Message-ID: <60f3c11a0703051134k7258d77s9b09a1e2546953a@mail.gmail.com> On 3/5/07, Mathew wrote: > This is why I don't like using packages put together by any of the > distros. I prefer installing the source package from Best Practical. > If you were to install the RPMs there would be no path to update the > database schema. Not necessarily true. Debian, for example, places all of the database upgrade files in /etc/request-tracker3.6/upgrade/$version and you just need to call rt-setup-database with the appropriate options as normal making upgrade relatively painless. Andrew -- do be do be doh! From mariogomide at agricultura.gov.br Mon Mar 5 14:52:14 2007 From: mariogomide at agricultura.gov.br (Mario Gomide) Date: Mon, 05 Mar 2007 16:52:14 -0300 Subject: [rt-users] Creating tickets from external form In-Reply-To: <45BF6FD3.9060005@agricultura.gov.br> References: <45BF6FD3.9060005@agricultura.gov.br> Message-ID: <45EC74EE.1060501@agricultura.gov.br> Hi there! Since nobody answered and I haven't found a reasonable solution, I'm asking again... I'm thinking of creating a static field (from wich I can fill from an external form as described before), and create a field on the Ticket table. Any other (better) ideas? Can I do this without affecting the rest of the system? I appreciate your help. Mario Gomide Mario Gomide escreveu: > Hi, > > I use some external application to generate service requests. > > This application posts its contents to RT via an html form. That means > that the contents are passed via URL as follows, for example: >
action="https://my.rt.site/rt/Ticket/Create.html?Queue=int&Subject=Text&Content=text" > method=GET> > Then I get to the Create.html page to fill in other fields and confirm > the creation, which means that I can't use "create by mail" (unless I > can confirm and fill in other fields). > > How do I pass custom field values through the URL? My custom fields > are in all the queues, so I don't have to worry about de > queue-dependancy of each CF. > > Thank you very much! > > Mario Gomide > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From vivek at khera.org Mon Mar 5 15:09:42 2007 From: vivek at khera.org (Vivek Khera) Date: Mon, 5 Mar 2007 15:09:42 -0500 Subject: [rt-users] Upgrade from 3.0.2 -> 3.6.3, easy as 3.14159? In-Reply-To: <45EC5D90.1020005@astro.princeton.edu> References: <45EC5D90.1020005@astro.princeton.edu> Message-ID: <42A56AF9-FBB2-46A7-B94E-A4716D157778@khera.org> On Mar 5, 2007, at 1:12 PM, Steve Huston wrote: > Since 3.6.3 is in Fedora Extras, I'll just install the RPM for > that, but > I'm curious about the database. Downloading the source for 3.6.3 and > reading the UPGRADING file, it looks as though there's no change to > the > schema? Am I correct that simply restoring the DB on the new machine > and pointing the new RT to it will be sufficient? If you treat your 3.6.3 install as an upgrade rather than a fresh install onto your restored DB, it *should* work. I don't know if the rpm's apply the necessary schema updates, but you can run them by hand as per the UPGRADING file from a source tree if it does not. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From wjawor at Shopzilla.com Mon Mar 5 15:40:30 2007 From: wjawor at Shopzilla.com (Wojciech Jawor) Date: Mon, 5 Mar 2007 12:40:30 -0800 Subject: [rt-users] Cannot print ticket history Message-ID: <901230B7F495D14E8669D5A853DCF54E2946A1@szexchange.Shopzilla.inc> Hi, I noticed that the ticket history page (and probably others) does not get formatted properly (on the paper) when printing under IE6 or IE7. All pages, but the first one, come out (almost) blank. Thus I cannot print ticket history. I was wondering if there is a fix for that, other than switching the browser (Firefox and Safari work just fine). I am using the "blue blocky" css. Thanks, Wojtek From joe.casadonte at oracle.com Mon Mar 5 16:08:35 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Mon, 05 Mar 2007 16:08:35 -0500 Subject: [rt-users] Requestor can't see outgoing mail in Self Service In-Reply-To: <6.2.1.2.2.20070302123630.02c6f198@mail.sdsu.edu> References: <6.2.1.2.2.20070301111800.02c6e378@mail.sdsu.edu> <45E858C4.6010900@oracle.com> <6.2.1.2.2.20070302123630.02c6f198@mail.sdsu.edu> Message-ID: <45EC86D3.1050301@oracle.com> On 3/2/2007 3:58 PM, Gene LeDuc wrote: > It looks like a bug to me. The only way I've been able to allow an > unprivileged requestor to view outgoing e-mail is to turn him into a > privileged user. Privileged users get a different Display.html than > unprivileged users, and I think that's the difference. I think what's happening is that the URL is not formatted for SelfService "correctly". The URL is: {WebBaseURL}/Ticket/ShowEmailRecord.html As I understand things, the Mason autohandler is interfering here. From [RT-BASE-DIR]/html/autohandler, line 271 in 3.6.3 source: if ( not $session{'CurrentUser'}->Privileged ) { # if the user is trying to access a ticket, redirect them if ( $m->request_comp->path =~ '^(/+)Ticket/Display.html' and $ARGS{'id'} ) { $m->comp( "/SelfService/Display.html", %ARGS ); $m->comp( "/Elements/Footer", %ARGS ); $m->abort(); } # otherwise, drop the user at the SelfService default page elsif ( $m->base_comp->path !~ '^(/+)SelfService/' ) { $m->comp('/SelfService/index.html'); $m->abort(); } else { $m->comp( { base_comp => $m->request_comp }, $m->fetch_next, %ARGS); } } You need to allow the different URL to pass through or be redirected somehow. I'm not sure if autohandler is able to be localized; someone more knowledgeable than I would have to answer that. -- Regards, joe ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | Joe Casadonte | joe.casadonte at oracle.com | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Suite 300 | | 610-491-3315 | King of Prussia, PA 19406 | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From pkime at Shopzilla.com Mon Mar 5 17:26:32 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Mon, 5 Mar 2007 14:26:32 -0800 Subject: [rt-users] memcached Message-ID: <9C0091F428E697439E7A773FFD083427A92B01@szexchange.Shopzilla.inc> Has anybody tried using memcached in front of RT? http://danga.com/memcached/ -- Philip Kime NOPS Systems Architect 310 401 0407 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Mar 5 17:29:09 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Mar 2007 17:29:09 -0500 Subject: [rt-users] memcached In-Reply-To: <9C0091F428E697439E7A773FFD083427A92B01@szexchange.Shopzilla.inc> References: <9C0091F428E697439E7A773FFD083427A92B01@szexchange.Shopzilla.inc> Message-ID: <20070305222909.GF25008@bestpractical.com> On Mon, Mar 05, 2007 at 02:26:32PM -0800, Philip Kime wrote: > Has anybody tried using memcached in front of RT? > We've looked at it. We've done it for Jifty::DBI, so it should be backportable to DBIx::SearchBuilder From rfh at pipex.net Mon Mar 5 17:15:15 2007 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 05 Mar 2007 22:15:15 +0000 Subject: [rt-users] Creating tickets from external form In-Reply-To: <45EC74EE.1060501@agricultura.gov.br> References: <45BF6FD3.9060005@agricultura.gov.br> <45EC74EE.1060501@agricultura.gov.br> Message-ID: <45EC9673.5010300@pipex.net> Mario; Adding new field to the tickets table is just asking for trouble, if not now for sure when its upgrade time. CF are the way to go, and instead of using form action you'll be better of using REST and the rt cli .. have a in the wiki about REST and how to use it. Roy Mario Gomide wrote: > Hi there! > > Since nobody answered and I haven't found a reasonable solution, I'm > asking again... > > I'm thinking of creating a static field (from wich I can fill from an > external form as described before), and create a field on the Ticket > table. > Any other (better) ideas? Can I do this without affecting the rest of > the system? > > I appreciate your help. > > Mario Gomide > > > Mario Gomide escreveu: >> Hi, >> >> I use some external application to generate service requests. >> >> This application posts its contents to RT via an html form. That >> means that the contents are passed via URL as follows, for example: >> > action="https://my.rt.site/rt/Ticket/Create.html?Queue=int&Subject=Text&Content=text" >> method=GET> >> Then I get to the Create.html page to fill in other fields and >> confirm the creation, which means that I can't use "create by mail" >> (unless I can confirm and fill in other fields). >> >> How do I pass custom field values through the URL? My custom fields >> are in all the queues, so I don't have to worry about de >> queue-dependancy of each CF. >> >> Thank you very much! >> >> Mario Gomide >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From hall at fas.sfu.ca Mon Mar 5 17:43:19 2007 From: hall at fas.sfu.ca (Gary Hall) Date: Mon, 05 Mar 2007 14:43:19 -0800 Subject: [rt-users] RT deletes email msg lines in display Message-ID: <45EC9D07.7020707@fas.sfu.ca> The History display of the ticket created in response to the following submitted email message does not contain any of the lines beginning: "gnuplot> ..." although the copy of the message available via the "Download" link does. Can anyone tell me why not and how such omissions may be prevented? Gary ******************* Message received by RT ************************ There is some sort of version conflict between gnuplot and libpng in /usr/local-solaris. Can this be fixed? The gnuplot version on sunfreeware seems to work okay: ftp://ftp.sunfreeware.com/pub/freeware/sparc/8/gnuplot-4.0.0-sol8-sparc-local.gz $ /usr/local/bin/gnuplot G N U P L O T Version 4.0 patchlevel 0 last modified Thu Apr 15 14:44:22 CEST 2004 System: SunOS 5.8 Copyright (C) 1986 - 1993, 1998, 2004 Thomas Williams, Colin Kelley and many others This is gnuplot version 4.0. Please refer to the documentation for command syntax changes. The old syntax will be accepted throughout the 4.0 series, but all save files use the new syntax. Type `help` to access the on-line reference manual. The gnuplot FAQ is available from http://www.gnuplot.info/faq/ Send comments and requests for help to Send bugs, suggestions and mods to Terminal type set to 'unknown' gnuplot> set term png xEECCFF Terminal type set to 'png' Options are 'nocrop medium size 640,480 xeeccff ' gnuplot> set out "/home/math3/username/tmpplot/20070303.cpu.hourly.eagle.png" gnuplot> set grid gnuplot> set title "CPU Usage By Hour - eagle - 20070303" gnuplot> set xrange [0:23] gnuplot> set yrange [0:100] gnuplot> set xlabel "hour" gnuplot> set ylabel "percent" gnuplot> set xtics 1 gnuplot> set ytics 10 gnuplot> plot "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" using 1:2 title "usr" with lines, \ > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" using 1:3 title "sys" with lines, \ > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" using 1:4 title "wio" with lines, \ > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" using 1:5 title "idle" with lines libpng warning: Application was compiled with png.h from libpng-1.0.8 libpng warning: Application is running with png.c from libpng-1.2.6rc1 gd-png: fatal libpng error: Incompatible libpng version in application and library Segmentation Fault ******************* History entry created by RT ******************** There is some sort of version conflict between gnuplot and libpng in /usr/local-solaris. Can this be fixed? The gnuplot version on sunfreeware seems to work okay: ftp://ftp.sunfreeware.com/pub/freeware/sparc/8/gnuplot-4.0.0-sol8-sparc-local.gz $ /usr/local/bin/gnuplot G N U P L O T Version 4.0 patchlevel 0 last modified Thu Apr 15 14:44:22 CEST 2004 System: SunOS 5.8 Copyright (C) 1986 - 1993, 1998, 2004 Thomas Williams, Colin Kelley and many others This is gnuplot version 4.0. Please refer to the documentation for command syntax changes. The old syntax will be accepted throughout the 4.0 series, but all save files use the new syntax. Type `help` to access the on-line reference manual. The gnuplot FAQ is available from http://www.gnuplot.info/faq/ Send comments and requests for help to Send bugs, suggestions and mods to Terminal type set to 'unknown' Terminal type set to 'png' Options are 'nocrop medium size 640,480 xeeccff ' "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" using 1:2 title "usr" with lines, \ > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" using 1:3 title "sys" with lines, \ > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" using 1:4 title "wio" with lines, \ > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" using 1:5 title "idle" with lines libpng warning: Application was compiled with png.h from libpng-1.0.8 libpng warning: Application is running with png.c from libpng-1.2.6rc1 gd-png: fatal libpng error: Incompatible libpng version in application and library Segmentation Fault -- Gary Hall email: hall at fas dot sfu dot ca From jesse at bestpractical.com Mon Mar 5 17:52:16 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Mar 2007 17:52:16 -0500 Subject: [rt-users] RT deletes email msg lines in display In-Reply-To: <45EC9D07.7020707@fas.sfu.ca> References: <45EC9D07.7020707@fas.sfu.ca> Message-ID: <20070305225216.GI25008@bestpractical.com> On Mon, Mar 05, 2007 at 02:43:19PM -0800, Gary Hall wrote: > The History display of the ticket created in response to the following > submitted email message does not contain any of the lines beginning: Gary, can you try upgrading to the latest Text::Quoted perl module? > > "gnuplot> ..." > > although the copy of the message available via the "Download" link does. > > Can anyone tell me why not and how such omissions may be prevented? > > Gary > > ******************* Message received by RT ************************ > > There is some sort of version conflict between > gnuplot and libpng in /usr/local-solaris. > Can this be fixed? > The gnuplot version on sunfreeware seems to work > okay: > ftp://ftp.sunfreeware.com/pub/freeware/sparc/8/gnuplot-4.0.0-sol8-sparc-local.gz > > $ /usr/local/bin/gnuplot > > G N U P L O T > Version 4.0 patchlevel 0 > last modified Thu Apr 15 14:44:22 CEST 2004 > System: SunOS 5.8 > > Copyright (C) 1986 - 1993, 1998, 2004 > Thomas Williams, Colin Kelley and many others > > This is gnuplot version 4.0. Please refer to the documentation > for command syntax changes. The old syntax will be accepted > throughout the 4.0 series, but all save files use the new syntax. > > Type `help` to access the on-line reference manual. > The gnuplot FAQ is available from > http://www.gnuplot.info/faq/ > > Send comments and requests for help to > > Send bugs, suggestions and mods to > > > Terminal type set to 'unknown' > gnuplot> set term png xEECCFF > Terminal type set to 'png' > Options are 'nocrop medium size 640,480 xeeccff ' > gnuplot> set out > "/home/math3/username/tmpplot/20070303.cpu.hourly.eagle.png" > gnuplot> set grid > gnuplot> set title "CPU Usage By Hour - eagle - 20070303" > gnuplot> set xrange [0:23] > gnuplot> set yrange [0:100] > gnuplot> set xlabel "hour" > gnuplot> set ylabel "percent" > gnuplot> set xtics 1 > gnuplot> set ytics 10 > gnuplot> plot > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" > using 1:2 title "usr" with lines, \ > > > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" > using 1:3 title "sys" with lines, \ > > > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" > using 1:4 title "wio" with lines, \ > > > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" > using 1:5 title "idle" with lines > libpng warning: Application was compiled with png.h from libpng-1.0.8 > libpng warning: Application is running with png.c from libpng-1.2.6rc1 > gd-png: fatal libpng error: Incompatible libpng > version in application and library > Segmentation Fault > > ******************* History entry created by RT ******************** > > There is some sort of version conflict between > gnuplot and libpng in /usr/local-solaris. > Can this be fixed? > The gnuplot version on sunfreeware seems to work > okay: > ftp://ftp.sunfreeware.com/pub/freeware/sparc/8/gnuplot-4.0.0-sol8-sparc-local.gz > > $ /usr/local/bin/gnuplot > > G N U P L O T > Version 4.0 patchlevel 0 > last modified Thu Apr 15 14:44:22 CEST 2004 > System: SunOS 5.8 > > Copyright (C) 1986 - 1993, 1998, 2004 > Thomas Williams, Colin Kelley and many others > > This is gnuplot version 4.0. Please refer to the documentation > for command syntax changes. The old syntax will be accepted > throughout the 4.0 series, but all save files use the new syntax. > > Type `help` to access the on-line reference manual. > The gnuplot FAQ is available from > http://www.gnuplot.info/faq/ > > Send comments and requests for help to > > Send bugs, suggestions and mods to > > > Terminal type set to 'unknown' > Terminal type set to 'png' > Options are 'nocrop medium size 640,480 xeeccff ' > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" > using 1:2 title "usr" with lines, \ > > > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" > using 1:3 title "sys" with lines, \ > > > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" > using 1:4 title "wio" with lines, \ > > > "/home/math3/username/tmpplot/20070303.cpu.hourly.data.eagle" > using 1:5 title "idle" with lines > libpng warning: Application was compiled with png.h from libpng-1.0.8 > libpng warning: Application is running with png.c from libpng-1.2.6rc1 > gd-png: fatal libpng error: Incompatible libpng > version in application and library > Segmentation Fault > > -- > Gary Hall email: hall at fas dot sfu dot ca > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From judy at epicenter.ucsd.edu Mon Mar 5 18:06:21 2007 From: judy at epicenter.ucsd.edu (Judy Illeman Gaukel) Date: Mon, 05 Mar 2007 15:06:21 -0800 Subject: [rt-users] Problems with 3.6.3 install Message-ID: <45ECA26D.7080204@epicenter.ucsd.edu> I have had RT3.4.5 running on a couple of machines without a problem. I recently got a fresh solaris 9 machine, blastwaved rt onto it, and - am amazed at how much trouble I am having setting 3.6.3 up! Is it THAT different!?!!! Does anybody on this forum talk to people who have trouble on solaris machines? Is this just a blastwave problem? Is Mason::GD (and GD::Graph and GD::Text) something absolutely critical? Is that why my page to configure RT-at-a-glance globally isn't working? It's almost just easier to stay at 3.4.5! Please, if anybody has any ideas for me, speak up. I posted 2/28 without any help. Thanks, Judy From jmoseley at pgtv.com Mon Mar 5 18:31:48 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Mon, 5 Mar 2007 17:31:48 -0600 Subject: [rt-users] Problems with 3.6.3 install In-Reply-To: <45ECA26D.7080204@epicenter.ucsd.edu> Message-ID: I love Solaris, but compiling things (or installing packages) that require a lot of dependencies can often times be a real big pain. Ultimately one specific dependecy won't install, etc. For software such as this, I've moved on to Linux and have a whole lot less problems. You mention some RT dependencies below - did they not install correctly or did not come with the Blastwave package? Have you contacted the maintainer for this specific BW package or used their help process? Yes, those packages are necessary - otherwise they wouldn't be required. James Moseley Judy Illeman Gaukel rt-users at lists.bestpractical.com Sent by: cc rt-users-bounces@ lists.bestpractic Subject al.com [rt-users] Problems with 3.6.3 install 03/05/2007 05:06 PM I have had RT3.4.5 running on a couple of machines without a problem. I recently got a fresh solaris 9 machine, blastwaved rt onto it, and - am amazed at how much trouble I am having setting 3.6.3 up! Is it THAT different!?!!! Does anybody on this forum talk to people who have trouble on solaris machines? Is this just a blastwave problem? Is Mason::GD (and GD::Graph and GD::Text) something absolutely critical? Is that why my page to configure RT-at-a-glance globally isn't working? It's almost just easier to stay at 3.4.5! Please, if anybody has any ideas for me, speak up. I posted 2/28 without any help. Thanks, Judy _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From BKO at schilling.dk Mon Mar 5 19:30:07 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Tue, 6 Mar 2007 01:30:07 +0100 Subject: SV: [rt-users] I just can't figure out how to get the values from mycustom fields! Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F7650@mia> Hi Kenneth It is actually from ticket transaction were I'm trying to get values from custom fields. I'm surprised that the values in custom fields actually only exist in a short time, but nevertheless I only need the values in a short time. I'm using them to feed an external ERP system with activity ID and a short message if the user records a value into the "work time" field during the transaction. Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S -----Oprindelig meddelelse----- Fra: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sendt: 5. marts 2007 19:00 Til: Brian Kjelin Olsen Cc: rt-users at lists.bestpractical.com Emne: Re: [rt-users] I just can't figure out how to get the values from mycustom fields! Brian, Are you trying to get values from existing ticket custom fields? Ticket transaction custom fields are different from ticket custom fields. If you are trying to get values from existing tickets, then the transaction custom fields may very well have no values any longer. Kenn LBNL From BKO at schilling.dk Mon Mar 5 19:30:01 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Tue, 6 Mar 2007 01:30:01 +0100 Subject: SV: [rt-users] I just can't figure out how to get the values from mycustom fields! Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F764F@mia> Thank you, Joe, for your answer. That is correct and yet not, I'm afraid. You are showing a way to check the custom fields on tickets, but I need to get values from custom fields on ticket-transactions. However it got me to recheck that I actually had defined the fields as global. In the example I had written I could actually print out the field names from the object but not the values. The fields are there - global or not :-) - Brian -----Oprindelig meddelelse----- Fra: Joe Casadonte [mailto:joe.casadonte at oracle.com] Sendt: 5. marts 2007 16:10 Til: Brian Kjelin Olsen Cc: rt-users at lists.bestpractical.com Emne: Re: [rt-users] I just can't figure out how to get the values from mycustom fields! On 3/5/2007 3:08 AM, Brian Kjelin Olsen wrote: > I just can't figure how to get the values of custom fields on ticket transactions from scrip. Here's what I've done in a Condition's IsApplicable() sub: my($CFNAME) = 'Severity'; my($q) = $self->TicketObj->QueueObj; my($cf) = new RT::CustomField $q->CurrentUser; $cf->LoadByNameAndQueue(Name => $CFNAME, Queue => $q->id); $cf->LoadByNameAndQueue(Name => $CFNAME, Queue => 0) unless $cf->id; unless ($cf->id) { $RT::Logger->warning("Custom field '$CFNAME' isn't global or defined for queue '" . $q->Name . "'"); return undef; } return ! $self->TicketObj->FirstCustomFieldValue($cf->id); Hope that helps! -- Regards, joe ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | Joe Casadonte | joe.casadonte at oracle.com | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Suite 300 | | 610-491-3315 | King of Prussia, PA 19406 | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From BKO at schilling.dk Mon Mar 5 19:30:08 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Tue, 6 Mar 2007 01:30:08 +0100 Subject: SV: [rt-users] I just can't figure out how to get the values from mycustom fields! Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F7651@mia> Hi Steve I did try your code example with enthusiasm but still there weren't any values. I did notice 2 odd things (well... odd to me at least). 1) The scrip is executed in the same moment when the user press comment, reply, etc. This is just before the ticket transaction custom fields are presented and that is for sure a reason why I never get any values! I really wonder why the scrip is executed (before?) the transaction?!? I mean 2) The scrip part "Custom action cleanup code" wasn't executed. I can't figure out why, but suddenly it did execute that action part again. I'm sure that I must have done something wrong - but shouldn't it only be from the condition part you can control whether to execute both action parts or not? It really doesn't matter too much to me. It just seems odd, and odd was what I was looking for. It seems that is was "still close but no cigar" :-) Thanks anyway! - Brian -----Oprindelig meddelelse----- Fra: Stephen Turner [mailto:sturner at MIT.EDU] Sendt: 5. marts 2007 19:34 Til: Brian Kjelin Olsen; rt-users at lists.bestpractical.com Emne: Re:[rt-users] I just can't figure out how to get the values from mycustom fields! >--------------------- It looks like you're pretty close - $self->TransactionObj->CustomFieldValues($CF->Name) will give you an ObjectCustomFieldValues collection object - each member of the collection is an ObjectCustomFieldValue object. You can iterate over the collection and see the values something like this: my $values = $self->TransactionObj->CustomFieldValues($CF->Name); while (my $CFV = $values->Next() ) { $RT::Logger->debug($CFV->Content); } Steve From KFCrocker at lbl.gov Mon Mar 5 20:52:56 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 05 Mar 2007 17:52:56 -0800 Subject: SV: [rt-users] I just can't figure out how to get the values from mycustom fields! In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F7650@mia> References: <60E7170809C4FC4E825DDF39B7ECDE749F7650@mia> Message-ID: <45ECC978.4010700@lbl.gov> Brian, Are the CF's in a ticket? If so, you could use that info. Kenn LBNL Brian Kjelin Olsen wrote: > Hi Kenneth > > It is actually from ticket transaction were I'm trying to get values > from custom fields. > I'm surprised that the values in custom fields actually only exist in a > short time, but nevertheless I only need the values in a short time. I'm > using them to feed an external ERP system with activity ID and a short > message if the user records a value into the "work time" field during > the transaction. > > Med venlig hilsen / Best regards > Brian Kjelin Olsen > Schilling A/S > > -----Oprindelig meddelelse----- > Fra: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sendt: 5. marts 2007 19:00 > Til: Brian Kjelin Olsen > Cc: rt-users at lists.bestpractical.com > Emne: Re: [rt-users] I just can't figure out how to get the values from > mycustom fields! > > Brian, > > > Are you trying to get values from existing ticket custom fields? > Ticket > transaction custom fields are different from ticket custom fields. If > you are trying to get values from existing tickets, then the transaction > > custom fields may very well have no values any longer. > > > Kenn > LBNL > From carlos at misfirm.com Mon Mar 5 23:08:06 2007 From: carlos at misfirm.com (Moreira, Carlos) Date: Mon, 5 Mar 2007 23:08:06 -0500 Subject: [rt-users] Autoreply and Correspond Issue Message-ID: <764284CA-E005-4F88-84F6-7B04914858B1@misfirm.com> Hello, I am running RT 3.6.3 on CentOS 4.4 (32-bit) with Apache2 and Postfix for a few months now. I just realized that e-mail has not been going out to requestors via Autoreply or Correspond when using e-mail (via rt-mailgate). If I log into the web interface and reply to a ticket, the requestor does receive an e-mail and it is recorded in the ticket. Is there a setting in RT_SiteConfig.pm that I should be setting? I did notice in the message header that they are getting tagged with the following two headers: RT-Squelch-Replies-To: {valid email address of requestor} RT-DetectedAutoGenerated: true The logs show the following: "No recipients found. Not sending. (/usr/ local/rt/lib/RT/Action/SendEmail.pm:255)", but the requestor is listed in the ticket. The one thing that might be causing a problem on is that I use helpdesk at domain.com as the e-mail address which forwards to helpdesk1 at otherdomain.com which is the RT server. Thanks, Carlos -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2419 bytes Desc: not available URL: From BKO at schilling.dk Tue Mar 6 02:32:01 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Tue, 6 Mar 2007 08:32:01 +0100 Subject: SV: SV: [rt-users] I just can't figure out how to get the values from mycustom fields! Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F7652@mia> Kenn, No the CF's is added to ticket transactions, not the ticket it self. The fields are only showed when you make a comment, reply, resolve etc. on a ticket. I use several CF's there is added directly to the ticket. I have no troubles getting values from those fields. Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S -----Oprindelig meddelelse----- Fra: Kenneth Crocker [mailto:KFCrocker at lbl.gov] Sendt: 6. marts 2007 02:53 Til: Brian Kjelin Olsen Cc: rt-users at lists.bestpractical.com Emne: Re: SV: [rt-users] I just can't figure out how to get the values from mycustom fields! Brian, Are the CF's in a ticket? If so, you could use that info. Kenn LBNL Brian Kjelin Olsen wrote: > Hi Kenneth > > It is actually from ticket transaction were I'm trying to get values > from custom fields. > I'm surprised that the values in custom fields actually only exist in a > short time, but nevertheless I only need the values in a short time. I'm > using them to feed an external ERP system with activity ID and a short > message if the user records a value into the "work time" field during > the transaction. > > Med venlig hilsen / Best regards > Brian Kjelin Olsen > Schilling A/S > > -----Oprindelig meddelelse----- > Fra: Kenneth Crocker [mailto:KFCrocker at lbl.gov] > Sendt: 5. marts 2007 19:00 > Til: Brian Kjelin Olsen > Cc: rt-users at lists.bestpractical.com > Emne: Re: [rt-users] I just can't figure out how to get the values from > mycustom fields! > > Brian, > > > Are you trying to get values from existing ticket custom fields? > Ticket > transaction custom fields are different from ticket custom fields. If > you are trying to get values from existing tickets, then the transaction > > custom fields may very well have no values any longer. > > > Kenn > LBNL > From Nicholas.Whitehead at morganash.com Tue Mar 6 03:48:26 2007 From: Nicholas.Whitehead at morganash.com (Nicholas Whitehead) Date: Tue, 6 Mar 2007 08:48:26 -0000 Subject: [rt-users] Autoreply and Correspond Issue In-Reply-To: <764284CA-E005-4F88-84F6-7B04914858B1@misfirm.com> Message-ID: <48873E549537AE4CBC7D0E8B6E96FCFE1B9293@indigo.MorganAsh.com> I had a similar problem with mine and I had to alter the sendmail configuration files (.mc/.cf) The DAEMON_OPTIONS line was the problem Hope this helps Best regards NJW -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Moreira, Carlos Sent: 06 March 2007 04:08 To: rt-users at lists.bestpractical.com Subject: [rt-users] Autoreply and Correspond Issue Hello, I am running RT 3.6.3 on CentOS 4.4 (32-bit) with Apache2 and Postfix for a few months now. I just realized that e-mail has not been going out to requestors via Autoreply or Correspond when using e-mail (via rt-mailgate). If I log into the web interface and reply to a ticket, the requestor does receive an e-mail and it is recorded in the ticket. Is there a setting in RT_SiteConfig.pm that I should be setting? I did notice in the message header that they are getting tagged with the following two headers: RT-Squelch-Replies-To: {valid email address of requestor} RT-DetectedAutoGenerated: true The logs show the following: "No recipients found. Not sending. (/usr/ local/rt/lib/RT/Action/SendEmail.pm:255)", but the requestor is listed in the ticket. The one thing that might be causing a problem on is that I use helpdesk at domain.com as the e-mail address which forwards to helpdesk1 at otherdomain.com which is the RT server. Thanks, Carlos From BKO at schilling.dk Tue Mar 6 05:17:14 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Tue, 6 Mar 2007 11:17:14 +0100 Subject: SV: [rt-users] I just can't figure out how to get the values frommycustom fields! Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F7653@mia> Please forget my "odd problem #1) Scrip "condition" and "preparation code" is - of course - executed before the transaction and "cleanup code" after the transaction - sorry about that! Anyway, the problem about getting the CF values on ticket transactions still remains - even from the cleanup code ;-) Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S -----Oprindelig meddelelse----- Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne af Brian Kjelin Olsen Sendt: 6. marts 2007 01:30 Til: Stephen Turner; rt-users at lists.bestpractical.com Emne: SV: [rt-users] I just can't figure out how to get the values frommycustom fields! Hi Steve I did try your code example with enthusiasm but still there weren't any values. I did notice 2 odd things (well... odd to me at least). 1) The scrip is executed in the same moment when the user press comment, reply, etc. This is just before the ticket transaction custom fields are presented and that is for sure a reason why I never get any values! I really wonder why the scrip is executed (before?) the transaction?!? I mean 2) The scrip part "Custom action cleanup code" wasn't executed. I can't figure out why, but suddenly it did execute that action part again. I'm sure that I must have done something wrong - but shouldn't it only be from the condition part you can control whether to execute both action parts or not? It really doesn't matter too much to me. It just seems odd, and odd was what I was looking for. It seems that is was "still close but no cigar" :-) Thanks anyway! - Brian -----Oprindelig meddelelse----- Fra: Stephen Turner [mailto:sturner at MIT.EDU] Sendt: 5. marts 2007 19:34 Til: Brian Kjelin Olsen; rt-users at lists.bestpractical.com Emne: Re:[rt-users] I just can't figure out how to get the values from mycustom fields! >--------------------- It looks like you're pretty close - $self->TransactionObj->CustomFieldValues($CF->Name) will give you an ObjectCustomFieldValues collection object - each member of the collection is an ObjectCustomFieldValue object. You can iterate over the collection and see the values something like this: my $values = $self->TransactionObj->CustomFieldValues($CF->Name); while (my $CFV = $values->Next() ) { $RT::Logger->debug($CFV->Content); } 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 Ulrike.Lindemann at desy.de Tue Mar 6 05:19:17 2007 From: Ulrike.Lindemann at desy.de (Ulrike Lindemann) Date: Tue, 06 Mar 2007 11:19:17 +0100 Subject: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working for values of Cfs with type "select one value" In-Reply-To: References: <71F266A70F7133EB97F4F484@idefix.mi.fu-berlin.de> Message-ID: <45ED4025.80509@desy.de> Hi Dirk and others, I posted this behaviour some weeks ago, and I've seen that Giulio Prinzi posted it on the rt-devel list and modified his ArticleCollection_Overlay.pm. Which versions do you run? Regards, Ulrike Dirk Pape wrote: > Hello, > > doesn't anyone see the same problem? I am quite sure now that it is in > the core of RTFM (RT::FM::ArticleCollection->LimitCustomField). > > Regards, Dirk. > > --Am 22. Februar 2007 12:35:54 +0100 schrieb Dirk Pape > : > >> Hello, >> >> is this a known issue? >> >> I have a CF "rt-mi-faq-category" attached to a class "rt-mi-faq". The CF >> has type "select one value" with three values possible one of it is >> "general". >> >> Know composing an article search for class "rt-mi-faq" and value >> "general" for the CF "rt-mi-faq-category" yields all articles of a class >> in the result, regardless of their value of CF "rt-mi-faq-category", >> which is WRONG! >> >> The bookmarkable link for the search is: >> > gory~=general> >> >> if searching for content - any field - matches "general", the value of >> the CF is correctly filtered. >> >> I have tried RT::FM::ArticleCollection->LimitCustomField (FIELD => >> "rt-mi-faq-category", VALUE => "general"), which does not work also, so I >> think the problem is in handling this kind of limit. >> >> Regards, >> Dirk. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com From pape-rt at inf.fu-berlin.de Tue Mar 6 05:35:08 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 06 Mar 2007 11:35:08 +0100 Subject: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working for values of Cfs with type "select one value" In-Reply-To: <45ED4025.80509@desy.de> References: <71F266A70F7133EB97F4F484@idefix.mi.fu-berlin.de> <45ED4025.80509@desy.de> Message-ID: <5ADD4634F0EE92BAD89F6CB9@idefix.mi.fu-berlin.de> Hello Ulrike, --Am 6. M?rz 2007 11:19:17 +0100 schrieb Ulrike Lindemann : > I posted this behaviour some weeks ago, and I've seen that Giulio Prinzi > posted it on the rt-devel list and modified his > ArticleCollection_Overlay.pm. > Which versions do you run? we run RT 3.6.3 and RTFM 2.2.0RC4 Thanks for showing me that I am not alone. Regards, Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 From carlos at misfirm.com Tue Mar 6 07:06:54 2007 From: carlos at misfirm.com (Moreira, Carlos) Date: Tue, 6 Mar 2007 07:06:54 -0500 Subject: [rt-users] Autoreply and Correspond Issue In-Reply-To: <48873E549537AE4CBC7D0E8B6E96FCFE1B9293@indigo.MorganAsh.com> References: <48873E549537AE4CBC7D0E8B6E96FCFE1B9293@indigo.MorganAsh.com> Message-ID: Hi, Thanks for the suggestion, but I'm actually using Postfix. Do you know how that would translate? In Postfix, I believe there is something referenced as virtual names -- perhaps I should start scouring for references online. Thanks again, Carlos On Mar 6, 2007, at 3:48 AM, Nicholas Whitehead wrote: > > > I had a similar problem with mine and I had to alter the sendmail > configuration files (.mc/.cf) > > The DAEMON_OPTIONS line was the problem > > Hope this helps > > Best regards > > NJW > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of > Moreira, > Carlos > Sent: 06 March 2007 04:08 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Autoreply and Correspond Issue > > Hello, > > I am running RT 3.6.3 on CentOS 4.4 (32-bit) with Apache2 and Postfix > for a few months now. I just realized that e-mail has not been going > out to requestors via Autoreply or Correspond when using e-mail (via > rt-mailgate). If I log into the web interface and reply to a ticket, > the requestor does receive an e-mail and it is recorded in the ticket. > > Is there a setting in RT_SiteConfig.pm that I should be setting? > > I did notice in the message header that they are getting tagged with > the following two headers: > > RT-Squelch-Replies-To: {valid email address of requestor} > RT-DetectedAutoGenerated: true > > The logs show the following: "No recipients found. Not sending. (/usr/ > local/rt/lib/RT/Action/SendEmail.pm:255)", but the requestor is > listed in the ticket. > > The one thing that might be causing a problem on is that I use > helpdesk at domain.com as the e-mail address which forwards to > helpdesk1 at otherdomain.com which is the RT server. > > Thanks, > Carlos -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2419 bytes Desc: not available URL: From Christos.Karaviotis at bonalbo.com Tue Mar 6 07:56:03 2007 From: Christos.Karaviotis at bonalbo.com (Christos Karaviotis) Date: Tue, 06 Mar 2007 14:56:03 +0200 Subject: [rt-users] Problem with RT3.6.3 and Postfix Message-ID: <45ED64E3.2080208@bonalbo.com> Hi, I am relatively new to RT and I have made several successful installlations. This last week I am trying to get Postfix to send the e-mail to the mailgate unsuccessfully. I am running Postfix with virtual domains using MySQL for lookups. Everything is working fine with the e-mails. I have installed via YUM the RT3.6.3 initialized the database and did the aliases file. The following is the part from the maillog file that deals with RT. Mar 6 14:33:46 zeus postfix/smtpd[11954]: connect from localhost.localdomain[127.0.0.1] Mar 6 14:33:46 zeus sendmail[11953]: STARTTLS=client, relay=[127.0.0.1], version=TLSv1/SSLv3, verify=FAIL, cipher=DHE-RSA-AES256-SHA, bits=256/256 Mar 6 14:33:46 zeus postfix/smtpd[11954]: 1A53516C200B4: client=localhost.localdomain[127.0.0.1], sasl_sender=root at zeus.bonalbo.com Mar 6 14:33:46 zeus postfix/cleanup[11962]: 1A53516C200B4: message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> Mar 6 14:33:46 zeus postfix/qmgr[11899]: 1A53516C200B4: from=, size=529, nrcpt=1 (queue active) Mar 6 14:33:46 zeus sendmail[11953]: l26CXjkD011953: to=ck1, ctladdr=root (0/0), delay=00:00:01, xdelay=00:00:00, mailer=relay, pri=30038, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as 1A53516C200B4) Mar 6 14:33:46 zeus postfix/smtpd[11954]: disconnect from localhost.localdomain[127.0.0.1] Mar 6 14:33:48 zeus postfix/smtpd[11968]: connect from unknown[127.0.0.1] Mar 6 12:33:48 zeus postfix/smtpd[11968]: D453D16C200FF: client=unknown[127.0.0.1] Mar 6 14:33:48 zeus postfix/cleanup[11962]: D453D16C200FF: message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: from=, size=964, nrcpt=1 (queue active) Mar 6 12:33:48 zeus postfix/smtpd[11968]: disconnect from unknown[127.0.0.1] Mar 6 14:33:48 zeus amavis[11017]: (11017-14) Passed CLEAN, LOCAL [127.0.0.1] [127.0.0.1] -> , Message-ID: <200703061233.l26CXjkD011953 at zeus.bonalbo.com>, mail_id: MCjqOQHm5PJg, Hits: -1.281, queued_as: D453D16C200FF, 2721 ms Mar 6 14:33:48 zeus postfix/smtp[11963]: 1A53516C200B4: to=, relay=127.0.0.1[127.0.0.1]:10024, delay=2.8, delays=0.11/0/0/2.7, dsn=2.6.0, status=sent (250 2.6.0 Ok, id=11017-14, from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as D453D16C200FF) Mar 6 14:33:48 zeus postfix/qmgr[11899]: 1A53516C200B4: removed Mar 6 14:33:48 zeus postfix/virtual[11970]: D453D16C200FF: to=<|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/@zeus.bonalbo.com>, orig_to=, relay=virtual, delay=0.12, delays=0.06/0.01/0/0.04, dsn=5.1.1, status=bounced (unknown user: "|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/@zeus.bonalbo.com") Mar 6 14:33:48 zeus postfix/cleanup[11962]: F028D16C20100: message-id=<20070306123348.F028D16C20100 at zeus.bonalbo.com> Mar 6 14:33:48 zeus postfix/bounce[11972]: D453D16C200FF: sender non-delivery notification: F028D16C20100 Mar 6 14:33:48 zeus postfix/qmgr[11899]: F028D16C20100: from=<>, size=3248, nrcpt=1 (queue active) Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: removed Mar 6 14:33:49 zeus postfix/virtual[11970]: F028D16C20100: to=, relay=virtual, delay=0.08, delays=0/0/0/0.07, dsn=2.0.0, status=sent (delivered to maildir) And here is my MAIN.CF file myhostname = zeus.bonalbo.com mynetworks = 127.0.0.0/8 mydestination = localhost, localhost.localdomain relayhost = [mail-out.bonalbo.com] virtual_alias_domains = virtual_alias_maps = proxy:mysql:/etc/postfix/mysql-virtual_forwardings.cf, mysql:/etc/postfix/mysql-virtual_email2email.cf, hash:/etc/aliases virtual_mailbox_domains = proxy:mysql:/etc/postfix/mysql-virtual_domains.cf virtual_mailbox_maps = proxy:mysql:/etc/postfix/mysql-virtual_mailboxes.cf virtual_mailbox_base = /home/vmail virtual_uid_maps = static:5000 virtual_gid_maps = static:5000 smtpd_sasl_auth_enable = yes broken_sasl_auth_clients = yes smtpd_recipient_restrictions = permit_mynetworks, permit_sasl_authenticated, reject_unauth_destination smtpd_use_tls = yes smtpd_tls_cert_file = /etc/postfix/smtpd.cert smtpd_tls_key_file = /etc/postfix/smtpd.key transport_maps = proxy:mysql:/etc/postfix/mysql-virtual_transports.cf virtual_create_maildirsize = yes virtual_mailbox_extended = yes virtual_mailbox_limit_maps = proxy:mysql:/etc/postfix/mysql-virtual_mailbox_limit_maps.cf virtual_mailbox_limit_override = yes virtual_maildir_limit_message = "The user you are trying to reach is over quota." virtual_overquota_bounce = no proxy_read_maps = $local_recipient_maps $mydestination $virtual_alias_maps $virtual_alias_domains $virtual_mailbox_maps $virtual_mailbox_domains $relay_recipient_maps $relay_domains $canonical_maps $sender_canonical_maps $recipient_canonical_maps $relocated_maps $transport_maps $mynetworks $virtual_mailbox_limit_maps content_filter = amavis:[127.0.0.1]:10024 receive_override_options = no_address_mappings #virtual_mailbox_limit = 0 message_size_limit = 50000000 allow_mail_to_commands = alias,forward,include allow_mail_to_files = alias,forward,include swap_bangpath = no I really need to get RT up and running. Any help is greatly appreciated. Thank you in Advance. Chris From tobias at formelheinz.de Tue Mar 6 09:00:14 2007 From: tobias at formelheinz.de (Tobias Heinz) Date: Tue, 06 Mar 2007 15:00:14 +0100 Subject: SV: SV: [rt-users] I just can't figure out how to get the values from my custom fields! Message-ID: <45ED73EE.6040404@formelheinz.de> Dear All, I am trying to achieve something very similar but somehow I run into the same problem and I am not able to read the value from my custom field. I am on rt 3.4.1 - debian. CustomField2 is a ticket transaction custom field. It is a selection of a value and either "Yes" or "No" Building on the previous information in this thread my custom condition is: $RT::Logger->debug("Get names of transaction Custom fields from the ticket object"); if (my $TCFs = $self->TicketObj->TransactionCustomFields()) { while (my $CF = $TCFs->Next()) { $RT::Logger->debug("Get values from transaction custom field '" . $CF->Name . "' from the transaction object"); my $values = $self->TransactionObj->CustomFieldValues($CF->Name); my $CFV = $values->Next(); $RT::Logger->debug("Inhalt ist:"); $RT::Logger->debug($CFV->Content); } $RT::Logger->debug("End of getting values from transaction custom field from the transaction object"); } $RT::Logger->debug("End of getting names of transaction Custom fields from the ticket object"); return (1); Based on the content of this custom field, I would like the condition to return 1 or return undef. I get the following in my log: [Tue Mar 6 13:21:11 2007] [debug]: Get values from transaction custom field 'CustomField2' from the transaction object ((eval 499):11) [Tue Mar 6 13:21:11 2007] [error]: Scrip 22 IsApplicable failed: Can't call method "Content" on an undefined value at (eval 499) line 15. Any help would be greatly appreciated. So far I was not able to access the custom field value at all. Many many many thanks for any help in advance, Bestest Tobias Heinz Brian Kjelin Olsen schrieb: > Please forget my "odd problem #1) > Scrip "condition" and "preparation code" is - of course - executed before the transaction and "cleanup code" after the transaction - sorry about that! > > Anyway, the problem about getting the CF values on ticket transactions still remains - even from the cleanup code ;-) > > > Med venlig hilsen / Best regards > Brian Kjelin Olsen > Schilling A/S > > -----Oprindelig meddelelse----- > Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne af Brian Kjelin Olsen > Sendt: 6. marts 2007 01:30 > Til: Stephen Turner; rt-users at lists.bestpractical.com > Emne: SV: [rt-users] I just can't figure out how to get the values frommycustom fields! > > Hi Steve > > I did try your code example with enthusiasm but still there weren't any > values. > I did notice 2 odd things (well... odd to me at least). > > 1) The scrip is executed in the same moment when the user press comment, > reply, etc. This is just before the ticket transaction custom fields are > presented and that is for sure a reason why I never get any values! I > really wonder why the scrip is executed (before?) the transaction?!? I > mean > > 2) The scrip part "Custom action cleanup code" wasn't executed. I can't > figure out why, but suddenly it did execute that action part again. I'm > sure that I must have done something wrong - but shouldn't it only be > from the condition part you can control whether to execute both action > parts or not? It really doesn't matter too much to me. It just seems > odd, and odd was what I was looking for. > > It seems that is was "still close but no cigar" :-) > Thanks anyway! > > - Brian > > -----Oprindelig meddelelse----- > Fra: Stephen Turner [mailto:sturner at MIT.EDU] > Sendt: 5. marts 2007 19:34 > Til: Brian Kjelin Olsen; rt-users at lists.bestpractical.com > Emne: Re:[rt-users] I just can't figure out how to get the values from > mycustom fields! > > >> --------------------- >> > > > It looks like you're pretty close - > > $self->TransactionObj->CustomFieldValues($CF->Name) > will give you an ObjectCustomFieldValues > collection object - each member of the collection > is an ObjectCustomFieldValue object. You can > iterate over the collection and see the values something like this: > > my $values = $self->TransactionObj->CustomFieldValues($CF->Name); > while (my $CFV = $values->Next() ) { > $RT::Logger->debug($CFV->Content); > } > > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3253 bytes Desc: S/MIME Cryptographic Signature URL: From jmoseley at pgtv.com Tue Mar 6 09:19:10 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Tue, 6 Mar 2007 08:19:10 -0600 Subject: [rt-users] Problem with RT3.6.3 and Postfix In-Reply-To: <45ED64E3.2080208@bonalbo.com> Message-ID: I am not sure Postfix knows how to deal with the RT mailgate code when used inside virtual alias or virtual mailbox maps. I would simply create entries in your alias file like this: ck1: "|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/" Also, what's with the "@zeus.bonalbo.com" at the end of your --url flag (note, I dropped it above)? James Moseley Christos Karaviotis rt-users at lists.bestpractical.com Sent by: cc rt-users-bounces@ lists.bestpractic Subject al.com [rt-users] Problem with RT3.6.3 and Postfix 03/06/2007 06:56 AM Hi, I am relatively new to RT and I have made several successful installlations. This last week I am trying to get Postfix to send the e-mail to the mailgate unsuccessfully. I am running Postfix with virtual domains using MySQL for lookups. Everything is working fine with the e-mails. I have installed via YUM the RT3.6.3 initialized the database and did the aliases file. The following is the part from the maillog file that deals with RT. Mar 6 14:33:46 zeus postfix/smtpd[11954]: connect from localhost.localdomain[127.0.0.1] Mar 6 14:33:46 zeus sendmail[11953]: STARTTLS=client, relay=[127.0.0.1], version=TLSv1/SSLv3, verify=FAIL, cipher=DHE-RSA-AES256-SHA, bits=256/256 Mar 6 14:33:46 zeus postfix/smtpd[11954]: 1A53516C200B4: client=localhost.localdomain[127.0.0.1], sasl_sender=root at zeus.bonalbo.com Mar 6 14:33:46 zeus postfix/cleanup[11962]: 1A53516C200B4: message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> Mar 6 14:33:46 zeus postfix/qmgr[11899]: 1A53516C200B4: from=, size=529, nrcpt=1 (queue active) Mar 6 14:33:46 zeus sendmail[11953]: l26CXjkD011953: to=ck1, ctladdr=root (0/0), delay=00:00:01, xdelay=00:00:00, mailer=relay, pri=30038, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as 1A53516C200B4) Mar 6 14:33:46 zeus postfix/smtpd[11954]: disconnect from localhost.localdomain[127.0.0.1] Mar 6 14:33:48 zeus postfix/smtpd[11968]: connect from unknown[127.0.0.1] Mar 6 12:33:48 zeus postfix/smtpd[11968]: D453D16C200FF: client=unknown[127.0.0.1] Mar 6 14:33:48 zeus postfix/cleanup[11962]: D453D16C200FF: message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: from=, size=964, nrcpt=1 (queue active) Mar 6 12:33:48 zeus postfix/smtpd[11968]: disconnect from unknown[127.0.0.1] Mar 6 14:33:48 zeus amavis[11017]: (11017-14) Passed CLEAN, LOCAL [127.0.0.1] [127.0.0.1] -> , Message-ID: <200703061233.l26CXjkD011953 at zeus.bonalbo.com>, mail_id: MCjqOQHm5PJg, Hits: -1.281, queued_as: D453D16C200FF, 2721 ms Mar 6 14:33:48 zeus postfix/smtp[11963]: 1A53516C200B4: to=, relay=127.0.0.1[127.0.0.1]:10024, delay=2.8, delays=0.11/0/0/2.7, dsn=2.6.0, status=sent (250 2.6.0 Ok, id=11017-14, from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as D453D16C200FF) Mar 6 14:33:48 zeus postfix/qmgr[11899]: 1A53516C200B4: removed Mar 6 14:33:48 zeus postfix/virtual[11970]: D453D16C200FF: to=<|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/@zeus.bonalbo.com>, orig_to=, relay=virtual, delay=0.12, delays=0.06/0.01/0/0.04, dsn=5.1.1, status=bounced (unknown user: "|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/@zeus.bonalbo.com") Mar 6 14:33:48 zeus postfix/cleanup[11962]: F028D16C20100: message-id=<20070306123348.F028D16C20100 at zeus.bonalbo.com> Mar 6 14:33:48 zeus postfix/bounce[11972]: D453D16C200FF: sender non-delivery notification: F028D16C20100 Mar 6 14:33:48 zeus postfix/qmgr[11899]: F028D16C20100: from=<>, size=3248, nrcpt=1 (queue active) Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: removed Mar 6 14:33:49 zeus postfix/virtual[11970]: F028D16C20100: to=, relay=virtual, delay=0.08, delays=0/0/0/0.07, dsn=2.0.0, status=sent (delivered to maildir) And here is my MAIN.CF file myhostname = zeus.bonalbo.com mynetworks = 127.0.0.0/8 mydestination = localhost, localhost.localdomain relayhost = [mail-out.bonalbo.com] virtual_alias_domains = virtual_alias_maps = proxy:mysql:/etc/postfix/mysql-virtual_forwardings.cf, mysql:/etc/postfix/mysql-virtual_email2email.cf, hash:/etc/aliases virtual_mailbox_domains = proxy:mysql:/etc/postfix/mysql-virtual_domains.cf virtual_mailbox_maps = proxy:mysql:/etc/postfix/mysql-virtual_mailboxes.cf virtual_mailbox_base = /home/vmail virtual_uid_maps = static:5000 virtual_gid_maps = static:5000 smtpd_sasl_auth_enable = yes broken_sasl_auth_clients = yes smtpd_recipient_restrictions = permit_mynetworks, permit_sasl_authenticated, reject_unauth_destination smtpd_use_tls = yes smtpd_tls_cert_file = /etc/postfix/smtpd.cert smtpd_tls_key_file = /etc/postfix/smtpd.key transport_maps = proxy:mysql:/etc/postfix/mysql-virtual_transports.cf virtual_create_maildirsize = yes virtual_mailbox_extended = yes virtual_mailbox_limit_maps = proxy:mysql:/etc/postfix/mysql-virtual_mailbox_limit_maps.cf virtual_mailbox_limit_override = yes virtual_maildir_limit_message = "The user you are trying to reach is over quota." virtual_overquota_bounce = no proxy_read_maps = $local_recipient_maps $mydestination $virtual_alias_maps $virtual_alias_domains $virtual_mailbox_maps $virtual_mailbox_domains $relay_recipient_maps $relay_domains $canonical_maps $sender_canonical_maps $recipient_canonical_maps $relocated_maps $transport_maps $mynetworks $virtual_mailbox_limit_maps content_filter = amavis:[127.0.0.1]:10024 receive_override_options = no_address_mappings #virtual_mailbox_limit = 0 message_size_limit = 50000000 allow_mail_to_commands = alias,forward,include allow_mail_to_files = alias,forward,include swap_bangpath = no I really need to get RT up and running. Any help is greatly appreciated. Thank you in Advance. Chris _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From Christos.Karaviotis at bonalbo.com Tue Mar 6 09:59:05 2007 From: Christos.Karaviotis at bonalbo.com (Christos Karaviotis) Date: Tue, 06 Mar 2007 16:59:05 +0200 Subject: [rt-users] Problem with RT3.6.3 and Postfix In-Reply-To: References: Message-ID: <45ED81B9.2090400@bonalbo.com> jmoseley at pgtv.com wrote: > I am not sure Postfix knows how to deal with the RT mailgate code when used > inside virtual alias or virtual mailbox maps. I would simply create > entries in your alias file like this: > > ck1: "|/usr/sbin/rt-mailgate --queue general --action correspond --url > http://192.168.0.150/rt3/" > > Also, what's with the "@zeus.bonalbo.com" at the end of your --url flag > (note, I dropped it above)? > > > James Moseley > > > > > > Christos > Karaviotis > tis at bonalbo.com> rt-users at lists.bestpractical.com > Sent by: cc > rt-users-bounces@ > lists.bestpractic Subject > al.com [rt-users] Problem with RT3.6.3 and > Postfix > > 03/06/2007 06:56 > AM > > > > > > > > Hi, > > I am relatively new to RT and I have made several successful > installlations. This last week I am trying to get Postfix to send the > e-mail to the mailgate unsuccessfully. > > I am running Postfix with virtual domains using MySQL for lookups. > Everything is working fine with the e-mails. I have installed via YUM > the RT3.6.3 initialized the database and did the aliases file. > > The following is the part from the maillog file that deals with RT. > > Mar 6 14:33:46 zeus postfix/smtpd[11954]: connect from > localhost.localdomain[127.0.0.1] > Mar 6 14:33:46 zeus sendmail[11953]: STARTTLS=client, > relay=[127.0.0.1], version=TLSv1/SSLv3, verify=FAIL, > cipher=DHE-RSA-AES256-SHA, bits=256/256 > Mar 6 14:33:46 zeus postfix/smtpd[11954]: 1A53516C200B4: > client=localhost.localdomain[127.0.0.1], sasl_sender=root at zeus.bonalbo.com > Mar 6 14:33:46 zeus postfix/cleanup[11962]: 1A53516C200B4: > message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> > Mar 6 14:33:46 zeus postfix/qmgr[11899]: 1A53516C200B4: > from=, size=529, nrcpt=1 (queue active) > Mar 6 14:33:46 zeus sendmail[11953]: l26CXjkD011953: to=ck1, > ctladdr=root (0/0), delay=00:00:01, xdelay=00:00:00, mailer=relay, > pri=30038, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: > queued as 1A53516C200B4) > Mar 6 14:33:46 zeus postfix/smtpd[11954]: disconnect from > localhost.localdomain[127.0.0.1] > Mar 6 14:33:48 zeus postfix/smtpd[11968]: connect from unknown[127.0.0.1] > Mar 6 12:33:48 zeus postfix/smtpd[11968]: D453D16C200FF: > client=unknown[127.0.0.1] > Mar 6 14:33:48 zeus postfix/cleanup[11962]: D453D16C200FF: > message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> > Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: > from=, size=964, nrcpt=1 (queue active) > Mar 6 12:33:48 zeus postfix/smtpd[11968]: disconnect from > unknown[127.0.0.1] > Mar 6 14:33:48 zeus amavis[11017]: (11017-14) Passed CLEAN, LOCAL > [127.0.0.1] [127.0.0.1] -> > , Message-ID: > <200703061233.l26CXjkD011953 at zeus.bonalbo.com>, mail_id: MCjqOQHm5PJg, > Hits: -1.281, queued_as: D453D16C200FF, 2721 ms > Mar 6 14:33:48 zeus postfix/smtp[11963]: 1A53516C200B4: > to=, relay=127.0.0.1[127.0.0.1]:10024, delay=2.8, > delays=0.11/0/0/2.7, dsn=2.6.0, status=sent (250 2.6.0 Ok, id=11017-14, > from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as D453D16C200FF) > Mar 6 14:33:48 zeus postfix/qmgr[11899]: 1A53516C200B4: removed > Mar 6 14:33:48 zeus postfix/virtual[11970]: D453D16C200FF: > to=<|/usr/sbin/rt-mailgate --queue general --action correspond --url > http://192.168.0.150/rt3/@zeus.bonalbo.com>, > orig_to=, relay=virtual, delay=0.12, > delays=0.06/0.01/0/0.04, dsn=5.1.1, status=bounced (unknown user: > "|/usr/sbin/rt-mailgate --queue general --action correspond --url > http://192.168.0.150/rt3/@zeus.bonalbo.com") > Mar 6 14:33:48 zeus postfix/cleanup[11962]: F028D16C20100: > message-id=<20070306123348.F028D16C20100 at zeus.bonalbo.com> > Mar 6 14:33:48 zeus postfix/bounce[11972]: D453D16C200FF: sender > non-delivery notification: F028D16C20100 > Mar 6 14:33:48 zeus postfix/qmgr[11899]: F028D16C20100: from=<>, > size=3248, nrcpt=1 (queue active) > Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: removed > Mar 6 14:33:49 zeus postfix/virtual[11970]: F028D16C20100: > to=, relay=virtual, delay=0.08, > delays=0/0/0/0.07, dsn=2.0.0, status=sent (delivered to maildir) > > > And here is my MAIN.CF file > > myhostname = zeus.bonalbo.com > mynetworks = 127.0.0.0/8 > mydestination = localhost, localhost.localdomain > relayhost = [mail-out.bonalbo.com] > virtual_alias_domains = > virtual_alias_maps = > proxy:mysql:/etc/postfix/mysql-virtual_forwardings.cf, > mysql:/etc/postfix/mysql-virtual_email2email.cf, hash:/etc/aliases > virtual_mailbox_domains = proxy:mysql:/etc/postfix/mysql-virtual_domains.cf > virtual_mailbox_maps = proxy:mysql:/etc/postfix/mysql-virtual_mailboxes.cf > virtual_mailbox_base = /home/vmail > virtual_uid_maps = static:5000 > virtual_gid_maps = static:5000 > smtpd_sasl_auth_enable = yes > broken_sasl_auth_clients = yes > smtpd_recipient_restrictions = permit_mynetworks, > permit_sasl_authenticated, reject_unauth_destination > smtpd_use_tls = yes > smtpd_tls_cert_file = /etc/postfix/smtpd.cert > smtpd_tls_key_file = /etc/postfix/smtpd.key > transport_maps = proxy:mysql:/etc/postfix/mysql-virtual_transports.cf > virtual_create_maildirsize = yes > virtual_mailbox_extended = yes > virtual_mailbox_limit_maps = > proxy:mysql:/etc/postfix/mysql-virtual_mailbox_limit_maps.cf > virtual_mailbox_limit_override = yes > virtual_maildir_limit_message = "The user you are trying to reach is > over quota." > virtual_overquota_bounce = no > proxy_read_maps = $local_recipient_maps $mydestination > $virtual_alias_maps $virtual_alias_domains $virtual_mailbox_maps > $virtual_mailbox_domains $relay_recipient_maps $relay_domains > $canonical_maps $sender_canonical_maps $recipient_canonical_maps > $relocated_maps $transport_maps $mynetworks $virtual_mailbox_limit_maps > content_filter = amavis:[127.0.0.1]:10024 > receive_override_options = no_address_mappings > #virtual_mailbox_limit = 0 > message_size_limit = 50000000 > allow_mail_to_commands = alias,forward,include > allow_mail_to_files = alias,forward,include > swap_bangpath = no > > > I really need to get RT up and running. Any help is greatly appreciated. > > > Thank you in Advance. > > Chris > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > This "@zeus.bonalbo.com" is not in the /etc/aliases where my RT line is. It is something Postfix puts there when rewritting How do I get rid of this problem? Chris From jmoseley at pgtv.com Tue Mar 6 10:11:49 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Tue, 6 Mar 2007 09:11:49 -0600 Subject: [rt-users] Problem with RT3.6.3 and Postfix In-Reply-To: <45ED81B9.2090400@bonalbo.com> Message-ID: So, the mailgate code is in the aliases file? If so, I would remove all references of the 'user' ck1 from your virtual maps, this will only confuse things. Of course, this assumes that you are running Postfix on the same box as RT... Can you include your RT entries in the alias file in this thread? James Moseley Christos Karaviotis jmoseley at pgtv.com cc 03/06/2007 08:59 rt-users at lists.bestpractical.com, AM rt-users-bounces at lists.bestpractica l.com Subject Re: [rt-users] Problem with RT3.6.3 and Postfix jmoseley at pgtv.com wrote: > I am not sure Postfix knows how to deal with the RT mailgate code when used > inside virtual alias or virtual mailbox maps. I would simply create > entries in your alias file like this: > > ck1: "|/usr/sbin/rt-mailgate --queue general --action correspond --url > http://192.168.0.150/rt3/" > > Also, what's with the "@zeus.bonalbo.com" at the end of your --url flag > (note, I dropped it above)? > > > James Moseley > > > > > > Christos > Karaviotis > tis at bonalbo.com> rt-users at lists.bestpractical.com > Sent by: cc > rt-users-bounces@ > lists.bestpractic Subject > al.com [rt-users] Problem with RT3.6.3 and > Postfix > > 03/06/2007 06:56 > AM > > > > > > > > Hi, > > I am relatively new to RT and I have made several successful > installlations. This last week I am trying to get Postfix to send the > e-mail to the mailgate unsuccessfully. > > I am running Postfix with virtual domains using MySQL for lookups. > Everything is working fine with the e-mails. I have installed via YUM > the RT3.6.3 initialized the database and did the aliases file. > > The following is the part from the maillog file that deals with RT. > > Mar 6 14:33:46 zeus postfix/smtpd[11954]: connect from > localhost.localdomain[127.0.0.1] > Mar 6 14:33:46 zeus sendmail[11953]: STARTTLS=client, > relay=[127.0.0.1], version=TLSv1/SSLv3, verify=FAIL, > cipher=DHE-RSA-AES256-SHA, bits=256/256 > Mar 6 14:33:46 zeus postfix/smtpd[11954]: 1A53516C200B4: > client=localhost.localdomain[127.0.0.1], sasl_sender=root at zeus.bonalbo.com > Mar 6 14:33:46 zeus postfix/cleanup[11962]: 1A53516C200B4: > message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> > Mar 6 14:33:46 zeus postfix/qmgr[11899]: 1A53516C200B4: > from=, size=529, nrcpt=1 (queue active) > Mar 6 14:33:46 zeus sendmail[11953]: l26CXjkD011953: to=ck1, > ctladdr=root (0/0), delay=00:00:01, xdelay=00:00:00, mailer=relay, > pri=30038, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: > queued as 1A53516C200B4) > Mar 6 14:33:46 zeus postfix/smtpd[11954]: disconnect from > localhost.localdomain[127.0.0.1] > Mar 6 14:33:48 zeus postfix/smtpd[11968]: connect from unknown[127.0.0.1] > Mar 6 12:33:48 zeus postfix/smtpd[11968]: D453D16C200FF: > client=unknown[127.0.0.1] > Mar 6 14:33:48 zeus postfix/cleanup[11962]: D453D16C200FF: > message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> > Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: > from=, size=964, nrcpt=1 (queue active) > Mar 6 12:33:48 zeus postfix/smtpd[11968]: disconnect from > unknown[127.0.0.1] > Mar 6 14:33:48 zeus amavis[11017]: (11017-14) Passed CLEAN, LOCAL > [127.0.0.1] [127.0.0.1] -> > , Message-ID: > <200703061233.l26CXjkD011953 at zeus.bonalbo.com>, mail_id: MCjqOQHm5PJg, > Hits: -1.281, queued_as: D453D16C200FF, 2721 ms > Mar 6 14:33:48 zeus postfix/smtp[11963]: 1A53516C200B4: > to=, relay=127.0.0.1[127.0.0.1]:10024, delay=2.8, > delays=0.11/0/0/2.7, dsn=2.6.0, status=sent (250 2.6.0 Ok, id=11017-14, > from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as D453D16C200FF) > Mar 6 14:33:48 zeus postfix/qmgr[11899]: 1A53516C200B4: removed > Mar 6 14:33:48 zeus postfix/virtual[11970]: D453D16C200FF: > to=<|/usr/sbin/rt-mailgate --queue general --action correspond --url > http://192.168.0.150/rt3/@zeus.bonalbo.com>, > orig_to=, relay=virtual, delay=0.12, > delays=0.06/0.01/0/0.04, dsn=5.1.1, status=bounced (unknown user: > "|/usr/sbin/rt-mailgate --queue general --action correspond --url > http://192.168.0.150/rt3/@zeus.bonalbo.com") > Mar 6 14:33:48 zeus postfix/cleanup[11962]: F028D16C20100: > message-id=<20070306123348.F028D16C20100 at zeus.bonalbo.com> > Mar 6 14:33:48 zeus postfix/bounce[11972]: D453D16C200FF: sender > non-delivery notification: F028D16C20100 > Mar 6 14:33:48 zeus postfix/qmgr[11899]: F028D16C20100: from=<>, > size=3248, nrcpt=1 (queue active) > Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: removed > Mar 6 14:33:49 zeus postfix/virtual[11970]: F028D16C20100: > to=, relay=virtual, delay=0.08, > delays=0/0/0/0.07, dsn=2.0.0, status=sent (delivered to maildir) > > > And here is my MAIN.CF file > > myhostname = zeus.bonalbo.com > mynetworks = 127.0.0.0/8 > mydestination = localhost, localhost.localdomain > relayhost = [mail-out.bonalbo.com] > virtual_alias_domains = > virtual_alias_maps = > proxy:mysql:/etc/postfix/mysql-virtual_forwardings.cf, > mysql:/etc/postfix/mysql-virtual_email2email.cf, hash:/etc/aliases > virtual_mailbox_domains = proxy:mysql:/etc/postfix/mysql-virtual_domains.cf > virtual_mailbox_maps = proxy:mysql:/etc/postfix/mysql-virtual_mailboxes.cf > virtual_mailbox_base = /home/vmail > virtual_uid_maps = static:5000 > virtual_gid_maps = static:5000 > smtpd_sasl_auth_enable = yes > broken_sasl_auth_clients = yes > smtpd_recipient_restrictions = permit_mynetworks, > permit_sasl_authenticated, reject_unauth_destination > smtpd_use_tls = yes > smtpd_tls_cert_file = /etc/postfix/smtpd.cert > smtpd_tls_key_file = /etc/postfix/smtpd.key > transport_maps = proxy:mysql:/etc/postfix/mysql-virtual_transports.cf > virtual_create_maildirsize = yes > virtual_mailbox_extended = yes > virtual_mailbox_limit_maps = > proxy:mysql:/etc/postfix/mysql-virtual_mailbox_limit_maps.cf > virtual_mailbox_limit_override = yes > virtual_maildir_limit_message = "The user you are trying to reach is > over quota." > virtual_overquota_bounce = no > proxy_read_maps = $local_recipient_maps $mydestination > $virtual_alias_maps $virtual_alias_domains $virtual_mailbox_maps > $virtual_mailbox_domains $relay_recipient_maps $relay_domains > $canonical_maps $sender_canonical_maps $recipient_canonical_maps > $relocated_maps $transport_maps $mynetworks $virtual_mailbox_limit_maps > content_filter = amavis:[127.0.0.1]:10024 > receive_override_options = no_address_mappings > #virtual_mailbox_limit = 0 > message_size_limit = 50000000 > allow_mail_to_commands = alias,forward,include > allow_mail_to_files = alias,forward,include > swap_bangpath = no > > > I really need to get RT up and running. Any help is greatly appreciated. > > > Thank you in Advance. > > Chris > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > This "@zeus.bonalbo.com" is not in the /etc/aliases where my RT line is. It is something Postfix puts there when rewritting How do I get rid of this problem? Chris From Christos.Karaviotis at bonalbo.com Tue Mar 6 10:24:50 2007 From: Christos.Karaviotis at bonalbo.com (Christos Karaviotis) Date: Tue, 06 Mar 2007 17:24:50 +0200 Subject: [rt-users] Problem with RT3.6.3 and Postfix In-Reply-To: References: Message-ID: <45ED87C2.40209@bonalbo.com> This is the only entry (reference to RT) in the /etc/aliases --------------------------------- ck1: "|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/" --------------------------------- I have removed from MySQL all entries in the forwardings table that deal with ck1 Still when trying to send to ck1 it adds this hostname at the end of the command for RT ============================================== Mar 6 15:18:00 zeus postfix/smtpd[13742]: connect from unknown[127.0.0.1] Mar 6 15:18:00 zeus postfix/smtpd[13742]: 4707116C200FF: client=unknown[127.0.0.1] Mar 6 17:18:00 zeus postfix/cleanup[13748]: 4707116C200FF: message-id=<200703061517.l26FHvHk013772 at zeus.bonalbo.com> Mar 6 17:18:00 zeus postfix/qmgr[13739]: 4707116C200FF: from=, size=959, nrcpt=1 (queue active) Mar 6 15:18:00 zeus postfix/smtpd[13742]: disconnect from unknown[127.0.0.1] Mar 6 17:18:00 zeus amavis[13754]: (13754-01) Passed CLEAN, LOCAL [127.0.0.1] [127.0.0.1] -> , Message-ID: <200703061517.l26FHvHk013772 at zeus.bonalbo.com>, mail_id: NIOhg+j4HB5H, Hits: -1.288, queued_as: 4707116C200FF, 2671 ms Mar 6 15:18:00 zeus postfix/smtp[13765]: 973E416C200B4: to=, relay=127.0.0.1[127.0.0.1]:10024, delay=2.7, delays=0.06/0/0.01/2.7, dsn=2.6.0, status=sent (250 2.6.0 Ok, id=13754-01, from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as 4707116C200FF) Mar 6 17:18:00 zeus postfix/qmgr[13739]: 973E416C200B4: removed Mar 6 17:18:00 zeus postfix/virtual[13751]: 4707116C200FF: to=<|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/@zeus.bonalbo.com>, orig_to=, relay=virtual, delay=0.06, delays=0.05/0/0/0.01, dsn=5.1.1, status=bounced (unknown user: "|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/@zeus.bonalbo.com") Mar 6 17:18:00 zeus postfix/cleanup[13748]: 54D0D16C200B4: message-id=<20070306151800.54D0D16C200B4 at zeus.bonalbo.com> Mar 6 17:18:00 zeus postfix/qmgr[13739]: 54D0D16C200B4: from=<>, size=3243, nrcpt=1 (queue active) Mar 6 17:18:00 zeus postfix/bounce[13778]: 4707116C200FF: sender non-delivery notification: 54D0D16C200B4 Mar 6 17:18:00 zeus postfix/qmgr[13739]: 4707116C200FF: removed Mar 6 17:18:00 zeus postfix/virtual[13751]: 54D0D16C200B4: to=, relay=virtual, delay=0.1, delays=0.05/0/0/0.05, dsn=2.0.0, status=sent (delivered to maildir) Mar 6 17:18:00 zeus postfix/qmgr[13739]: 54D0D16C200B4: removed =============================================== I am running RT at the same machine as the mailserver. If it was not virtual I know it would have been easier. I have setup RT before with no problems. But everyone now requires virtual mail servers. jmoseley at pgtv.com wrote: > So, the mailgate code is in the aliases file? If so, I would remove all > references of the 'user' ck1 from your virtual maps, this will only confuse > things. Of course, this assumes that you are running Postfix on the same > box as RT... > > Can you include your RT entries in the alias file in this thread? > > > James Moseley > > > > > > Christos > Karaviotis > tis at bonalbo.com> jmoseley at pgtv.com > cc > 03/06/2007 08:59 rt-users at lists.bestpractical.com, > AM rt-users-bounces at lists.bestpractica > l.com > Subject > Re: [rt-users] Problem with RT3.6.3 > and Postfix > > > > > > > > > > > jmoseley at pgtv.com wrote: > >> I am not sure Postfix knows how to deal with the RT mailgate code when >> > used > >> inside virtual alias or virtual mailbox maps. I would simply create >> entries in your alias file like this: >> >> ck1: "|/usr/sbin/rt-mailgate --queue general --action correspond --url >> http://192.168.0.150/rt3/" >> >> Also, what's with the "@zeus.bonalbo.com" at the end of your --url flag >> (note, I dropped it above)? >> >> >> James Moseley >> >> >> >> >> >> > > >> Christos >> > > >> Karaviotis >> > > >> > > To > >> tis at bonalbo.com> rt-users at lists.bestpractical.com >> > > >> Sent by: >> > cc > >> rt-users-bounces@ >> > > >> lists.bestpractic >> > Subject > >> al.com [rt-users] Problem with RT3.6.3 >> > and > >> Postfix >> > > > > >> 03/06/2007 06:56 >> > > >> AM >> > > > > > > > > >> >> >> Hi, >> >> I am relatively new to RT and I have made several successful >> installlations. This last week I am trying to get Postfix to send the >> e-mail to the mailgate unsuccessfully. >> >> I am running Postfix with virtual domains using MySQL for lookups. >> Everything is working fine with the e-mails. I have installed via YUM >> the RT3.6.3 initialized the database and did the aliases file. >> >> The following is the part from the maillog file that deals with RT. >> >> Mar 6 14:33:46 zeus postfix/smtpd[11954]: connect from >> localhost.localdomain[127.0.0.1] >> Mar 6 14:33:46 zeus sendmail[11953]: STARTTLS=client, >> relay=[127.0.0.1], version=TLSv1/SSLv3, verify=FAIL, >> cipher=DHE-RSA-AES256-SHA, bits=256/256 >> Mar 6 14:33:46 zeus postfix/smtpd[11954]: 1A53516C200B4: >> client=localhost.localdomain[127.0.0.1], >> > sasl_sender=root at zeus.bonalbo.com > >> Mar 6 14:33:46 zeus postfix/cleanup[11962]: 1A53516C200B4: >> message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> >> Mar 6 14:33:46 zeus postfix/qmgr[11899]: 1A53516C200B4: >> from=, size=529, nrcpt=1 (queue active) >> Mar 6 14:33:46 zeus sendmail[11953]: l26CXjkD011953: to=ck1, >> ctladdr=root (0/0), delay=00:00:01, xdelay=00:00:00, mailer=relay, >> pri=30038, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: >> queued as 1A53516C200B4) >> Mar 6 14:33:46 zeus postfix/smtpd[11954]: disconnect from >> localhost.localdomain[127.0.0.1] >> Mar 6 14:33:48 zeus postfix/smtpd[11968]: connect from >> > unknown[127.0.0.1] > >> Mar 6 12:33:48 zeus postfix/smtpd[11968]: D453D16C200FF: >> client=unknown[127.0.0.1] >> Mar 6 14:33:48 zeus postfix/cleanup[11962]: D453D16C200FF: >> message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> >> Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: >> from=, size=964, nrcpt=1 (queue active) >> Mar 6 12:33:48 zeus postfix/smtpd[11968]: disconnect from >> unknown[127.0.0.1] >> Mar 6 14:33:48 zeus amavis[11017]: (11017-14) Passed CLEAN, LOCAL >> [127.0.0.1] [127.0.0.1] -> >> , Message-ID: >> <200703061233.l26CXjkD011953 at zeus.bonalbo.com>, mail_id: MCjqOQHm5PJg, >> Hits: -1.281, queued_as: D453D16C200FF, 2721 ms >> Mar 6 14:33:48 zeus postfix/smtp[11963]: 1A53516C200B4: >> to=, relay=127.0.0.1[127.0.0.1]:10024, delay=2.8, >> delays=0.11/0/0/2.7, dsn=2.6.0, status=sent (250 2.6.0 Ok, id=11017-14, >> from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as D453D16C200FF) >> Mar 6 14:33:48 zeus postfix/qmgr[11899]: 1A53516C200B4: removed >> Mar 6 14:33:48 zeus postfix/virtual[11970]: D453D16C200FF: >> to=<|/usr/sbin/rt-mailgate --queue general --action correspond --url >> http://192.168.0.150/rt3/@zeus.bonalbo.com>, >> orig_to=, relay=virtual, delay=0.12, >> delays=0.06/0.01/0/0.04, dsn=5.1.1, status=bounced (unknown user: >> "|/usr/sbin/rt-mailgate --queue general --action correspond --url >> http://192.168.0.150/rt3/@zeus.bonalbo.com") >> Mar 6 14:33:48 zeus postfix/cleanup[11962]: F028D16C20100: >> message-id=<20070306123348.F028D16C20100 at zeus.bonalbo.com> >> Mar 6 14:33:48 zeus postfix/bounce[11972]: D453D16C200FF: sender >> non-delivery notification: F028D16C20100 >> Mar 6 14:33:48 zeus postfix/qmgr[11899]: F028D16C20100: from=<>, >> size=3248, nrcpt=1 (queue active) >> Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: removed >> Mar 6 14:33:49 zeus postfix/virtual[11970]: F028D16C20100: >> to=, relay=virtual, delay=0.08, >> delays=0/0/0/0.07, dsn=2.0.0, status=sent (delivered to maildir) >> >> >> And here is my MAIN.CF file >> >> myhostname = zeus.bonalbo.com >> mynetworks = 127.0.0.0/8 >> mydestination = localhost, localhost.localdomain >> relayhost = [mail-out.bonalbo.com] >> virtual_alias_domains = >> virtual_alias_maps = >> proxy:mysql:/etc/postfix/mysql-virtual_forwardings.cf, >> mysql:/etc/postfix/mysql-virtual_email2email.cf, hash:/etc/aliases >> virtual_mailbox_domains = >> > proxy:mysql:/etc/postfix/mysql-virtual_domains.cf > >> virtual_mailbox_maps = >> > proxy:mysql:/etc/postfix/mysql-virtual_mailboxes.cf > >> virtual_mailbox_base = /home/vmail >> virtual_uid_maps = static:5000 >> virtual_gid_maps = static:5000 >> smtpd_sasl_auth_enable = yes >> broken_sasl_auth_clients = yes >> smtpd_recipient_restrictions = permit_mynetworks, >> permit_sasl_authenticated, reject_unauth_destination >> smtpd_use_tls = yes >> smtpd_tls_cert_file = /etc/postfix/smtpd.cert >> smtpd_tls_key_file = /etc/postfix/smtpd.key >> transport_maps = proxy:mysql:/etc/postfix/mysql-virtual_transports.cf >> virtual_create_maildirsize = yes >> virtual_mailbox_extended = yes >> virtual_mailbox_limit_maps = >> proxy:mysql:/etc/postfix/mysql-virtual_mailbox_limit_maps.cf >> virtual_mailbox_limit_override = yes >> virtual_maildir_limit_message = "The user you are trying to reach is >> over quota." >> virtual_overquota_bounce = no >> proxy_read_maps = $local_recipient_maps $mydestination >> $virtual_alias_maps $virtual_alias_domains $virtual_mailbox_maps >> $virtual_mailbox_domains $relay_recipient_maps $relay_domains >> $canonical_maps $sender_canonical_maps $recipient_canonical_maps >> $relocated_maps $transport_maps $mynetworks $virtual_mailbox_limit_maps >> content_filter = amavis:[127.0.0.1]:10024 >> receive_override_options = no_address_mappings >> #virtual_mailbox_limit = 0 >> message_size_limit = 50000000 >> allow_mail_to_commands = alias,forward,include >> allow_mail_to_files = alias,forward,include >> swap_bangpath = no >> >> >> I really need to get RT up and running. Any help is greatly appreciated. >> >> >> Thank you in Advance. >> >> Chris >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> >> > This "@zeus.bonalbo.com" is not in the /etc/aliases where my RT line > is. It is something Postfix puts there when rewritting > How do I get rid of this problem? > > Chris > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From hall at fas.sfu.ca Tue Mar 6 12:04:53 2007 From: hall at fas.sfu.ca (Gary Hall) Date: Tue, 06 Mar 2007 09:04:53 -0800 Subject: [rt-users] RT deletes email msg lines in display Message-ID: <45ED9F35.8030608@fas.sfu.ca> > > On Mon, Mar 05, 2007 at 02:43:19PM -0800, Gary Hall wrote: >> > The History display of the ticket created in response to the following >> > submitted email message does not contain any of the lines beginning: Jesse wrote: > Gary, can you try upgrading to the latest Text::Quoted perl module? Thanks for the quick reply, Jesse. It solved the problem beautifully. Gary -- 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 msprague at techevolution.com Tue Mar 6 12:11:18 2007 From: msprague at techevolution.com (Michael Sprague) Date: Tue, 06 Mar 2007 12:11:18 -0500 Subject: [rt-users] Fedora 6 package and HideGlobalScrips Message-ID: <45EDA0B6.7090201@techevolution.com> Hi folks, We're running rt-3.6.3 on fedora 6 and it was installed based on the packages for fedora. I would like to use the HideGlobalScrips patch but I'm having a hard time getting the patch to install b/ other directory layouts on fc6 are much different than the 'default'. Would anyone have a copy of the HideGlobalScrips patch for 3.6 that works 'out of the box' on fc6? Thanks, mikeS -- Michael F. Sprague Techevolution | http://www.techevolution.com msprague at techevolution.com From sholmes42 at mac.com Tue Mar 6 13:30:44 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Tue, 6 Mar 2007 13:30:44 -0500 Subject: The RT wiki and a small flame (was: Re: [rt-users] Creating tickets from external form) Message-ID: <43be87180703061030h4843f244n71798a6b35dab6ff@mail.gmail.com> I wish the wiki were easier to use. I'm not a complete noob to RT, but new enough that I'm not comfortable updating the wiki especially since I rarely can find what I am looking for. For example, I don't know what REST is. I go to the wiki and put REST in the search field and get 3 pages of links, most of them have nothing to do with REST (I still haven't found the relevent article) and I can't take time to go through them all to find it. Sorry for the rant. I'm just frustrated with the wiki. Steve Holmes. On 3/5/07, Roy El-Hames wrote: > > Mario; > Adding new field to the tickets table is just asking for trouble, if not > now for sure when its upgrade time. > CF are the way to go, and instead of using form action you'll be better > of using REST and the rt cli .. > have a in the wiki about REST and how to use it. > Roy > > Mario Gomide wrote: > > Hi there! > > > > Since nobody answered and I haven't found a reasonable solution, I'm > > asking again... > > > > I'm thinking of creating a static field (from wich I can fill from an > > external form as described before), and create a field on the Ticket > > table. > > Any other (better) ideas? Can I do this without affecting the rest of > > the system? > > > > I appreciate your help. > > > > Mario Gomide > > > > > > Mario Gomide escreveu: > >> Hi, > >> > >> I use some external application to generate service requests. > >> > >> This application posts its contents to RT via an html form. That > >> means that the contents are passed via URL as follows, for example: > >> >> action=" > https://my.rt.site/rt/Ticket/Create.html?Queue=int&Subject=Text&Content=text > " > >> method=GET> > >> Then I get to the Create.html page to fill in other fields and > >> confirm the creation, which means that I can't use "create by mail" > >> (unless I can confirm and fill in other fields). > >> > >> How do I pass custom field values through the URL? My custom fields > >> are in all the queues, so I don't have to worry about de > >> queue-dependancy of each CF. > >> > >> Thank you very much! > >> > >> Mario Gomide > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- I believe I found the missing link between animal and civilized man. It is us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989) We in America do not have government by the majority. We have government by the majority who participate. -Thomas Jefferson, third US president, architect and author (1743-1826) -------------- next part -------------- An HTML attachment was scrubbed... URL: From caralomi at hotmail.com Tue Mar 6 13:44:19 2007 From: caralomi at hotmail.com (Carlos Ramon Lopez Midence) Date: Tue, 06 Mar 2007 13:44:19 -0500 Subject: [rt-users] Custom Fields in Ticket Transactions do not appear on Query Builder Message-ID: Hello: I am sorry if this has been discussed earlier but I did not find anything on this particular subject I have two custom fields that are applied to all the queues that I have, everybody has right to see, modify and administer the custom fields. One custom field applies to Tickets and the other one applies to Ticket Transactions. The one that applies for the Ticket appears on the Query Builder and I can create queries off of it. The one that applies after a ticket transactions such as resolved does not appear on the query Builder and I cannot do queries on it.... and I would like to do queries for both custom fields.... Using Rt3.6.3 Packaged Version on FC6 working great.... Any pointers to what should I do will be appreciated.... Carlos Lopez _________________________________________________________________ Win a Zune??make MSN? your homepage for your chance to win! http://homepage.msn.com/zune?icid=hmetagline From djones at proofpoint.com Tue Mar 6 13:56:45 2007 From: djones at proofpoint.com (Dayton Jones) Date: Tue, 6 Mar 2007 10:56:45 -0800 Subject: [rt-users] RE: RT3 (3.6.3) and LDAP auth config issue Message-ID: <483CE3D0711D774C9787A140E66A0F1E6F5158@CUP-POSTAL1.corp.proofpoint.com> Ok... I removed the RPM and installed 3.6.3 from source. LDAP auth now works properly. ________________________________ From: Dayton Jones Sent: Monday, March 05, 2007 10:04 AM To: 'rt-users at lists.bestpractical.com' Subject: RE: RT3 (3.6.3) and LDAP auth config issue Can anyone point me in the right direction for this? ________________________________ From: Dayton Jones Sent: Friday, March 02, 2007 12:28 PM To: rt-users at lists.bestpractical.com Subject: RT3 (3.6.3) and LDAP auth config issue I just installed RT3 (3.6.3) on a FC6 box using 'yum install rt3' and made sure that the base install was working (login, queue creation, etc) and then tried to setup LDAP authentication. I followed the install instructions (New Installs) at http://wiki.bestpractical.com/index.cgi?LDAP First problem is there is no local/lib/RT so I put User_Local.pm in /etc/rt3/ (default location of RT_SiteConfig.pm and RT_Config.pm) -also put a copy in /var/lib/rt3 I modified the LdapAttMap and LdapUser/LdapPass settings and set the auth to LDAP only (no local) When I try to login I just get "Your username or password is incorrect" in the browser and "[error]: FAILED LOGIN for [USER] from xxx.xxx.xxx.xxx (/usr/share/rt3/html/autohandler:249)" in my apache log. I've checked the WIKI, and searched the archives but everything I see just points me back to the wiki article I used. What did I miss, or what can I check to get LDAP auth to work? OS: FC6 RT3 ver: 3.6.3 Perl ver: 5.8.8 Apache ver: 2.2.3 MySQL ver 5.0.27 Dayton Jones Senior Network Engineer Proofpoint, Inc. djones at proofpoint.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at pgtv.com Tue Mar 6 15:31:07 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Tue, 6 Mar 2007 14:31:07 -0600 Subject: [rt-users] Problem with RT3.6.3 and Postfix In-Reply-To: <45ED87C2.40209@bonalbo.com> Message-ID: It appears that from behavior seen in the logs, email to that alias is getting put through the virtual aliasing mechanism. Make sure you have the following in main.cf: alias_maps = hash:/etc/postfix/aliases If adding the above fixes the problem, great. If not, add: local_recipient_maps = $alias_maps Basically, Postfix has to know delivery to your RT email address is local. The other way is to exlude the domain you use for the RT email from the virtual domain list, if possible. James Moseley Christos Karaviotis jmoseley at pgtv.com cc 03/06/2007 09:24 rt-users at lists.bestpractical.com, AM rt-users-bounces at lists.bestpractica l.com Subject Re: [rt-users] Problem with RT3.6.3 and Postfix This is the only entry (reference to RT) in the /etc/aliases --------------------------------- ck1: "|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/" --------------------------------- I have removed from MySQL all entries in the forwardings table that deal with ck1 Still when trying to send to ck1 it adds this hostname at the end of the command for RT ============================================== Mar 6 15:18:00 zeus postfix/smtpd[13742]: connect from unknown[127.0.0.1] Mar 6 15:18:00 zeus postfix/smtpd[13742]: 4707116C200FF: client=unknown[127.0.0.1] Mar 6 17:18:00 zeus postfix/cleanup[13748]: 4707116C200FF: message-id= <200703061517.l26FHvHk013772 at zeus.bonalbo.com> Mar 6 17:18:00 zeus postfix/qmgr[13739]: 4707116C200FF: from= , size=959, nrcpt=1 (queue active) Mar 6 15:18:00 zeus postfix/smtpd[13742]: disconnect from unknown[127.0.0.1] Mar 6 17:18:00 zeus amavis[13754]: (13754-01) Passed CLEAN, LOCAL [127.0.0.1] [127.0.0.1] -> , Message-ID: <200703061517.l26FHvHk013772 at zeus.bonalbo.com>, mail_id: NIOhg+j4HB5H, Hits: -1.288, queued_as: 4707116C200FF, 2671 ms Mar 6 15:18:00 zeus postfix/smtp[13765]: 973E416C200B4: to= , relay=127.0.0.1[127.0.0.1]:10024, delay=2.7, delays=0.06/0/0.01/2.7, dsn=2.6.0, status=sent (250 2.6.0 Ok, id=13754-01, from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as 4707116C200FF) Mar 6 17:18:00 zeus postfix/qmgr[13739]: 973E416C200B4: removed Mar 6 17:18:00 zeus postfix/virtual[13751]: 4707116C200FF: to=<|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/@zeus.bonalbo.com>, orig_to= , relay=virtual, delay=0.06, delays=0.05/0/0/0.01, dsn=5.1.1, status=bounced (unknown user: "|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/@zeus.bonalbo.com") Mar 6 17:18:00 zeus postfix/cleanup[13748]: 54D0D16C200B4: message-id= <20070306151800.54D0D16C200B4 at zeus.bonalbo.com> Mar 6 17:18:00 zeus postfix/qmgr[13739]: 54D0D16C200B4: from=<>, size=3243, nrcpt=1 (queue active) Mar 6 17:18:00 zeus postfix/bounce[13778]: 4707116C200FF: sender non-delivery notification: 54D0D16C200B4 Mar 6 17:18:00 zeus postfix/qmgr[13739]: 4707116C200FF: removed Mar 6 17:18:00 zeus postfix/virtual[13751]: 54D0D16C200B4: to= , relay=virtual, delay=0.1, delays=0.05/0/0/0.05, dsn=2.0.0, status=sent (delivered to maildir) Mar 6 17:18:00 zeus postfix/qmgr[13739]: 54D0D16C200B4: removed =============================================== I am running RT at the same machine as the mailserver. If it was not virtual I know it would have been easier. I have setup RT before with no problems. But everyone now requires virtual mail servers. jmoseley at pgtv.com wrote: So, the mailgate code is in the aliases file? If so, I would remove all references of the 'user' ck1 from your virtual maps, this will only confuse things. Of course, this assumes that you are running Postfix on the same box as RT... Can you include your RT entries in the alias file in this thread? James Moseley Christos Karaviotis jmoseley at pgtv.com cc 03/06/2007 08:59 rt-users at lists.bestpractical.com, AM rt-users-bounces at lists.bestpractica l.com Subject Re: [rt-users] Problem with RT3.6.3 and Postfix jmoseley at pgtv.com wrote: I am not sure Postfix knows how to deal with the RT mailgate code when used inside virtual alias or virtual mailbox maps. I would simply create entries in your alias file like this: ck1: "|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/" Also, what's with the "@zeus.bonalbo.com" at the end of your --url flag (note, I dropped it above)? James Moseley Christos Karaviotis rt-users at lists.bestpractical.com Sent by: cc rt-users-bounces@ lists.bestpractic Subject al.com [rt-users] Problem with RT3.6.3 and Postfix 03/06/2007 06:56 AM Hi, I am relatively new to RT and I have made several successful installlations. This last week I am trying to get Postfix to send the e-mail to the mailgate unsuccessfully. I am running Postfix with virtual domains using MySQL for lookups. Everything is working fine with the e-mails. I have installed via YUM the RT3.6.3 initialized the database and did the aliases file. The following is the part from the maillog file that deals with RT. Mar 6 14:33:46 zeus postfix/smtpd[11954]: connect from localhost.localdomain[127.0.0.1] Mar 6 14:33:46 zeus sendmail[11953]: STARTTLS=client, relay=[127.0.0.1], version=TLSv1/SSLv3, verify=FAIL, cipher=DHE-RSA-AES256-SHA, bits=256/256 Mar 6 14:33:46 zeus postfix/smtpd[11954]: 1A53516C200B4: client=localhost.localdomain[127.0.0.1], sasl_sender=root at zeus.bonalbo.com Mar 6 14:33:46 zeus postfix/cleanup[11962]: 1A53516C200B4: message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> Mar 6 14:33:46 zeus postfix/qmgr[11899]: 1A53516C200B4: from=, size=529, nrcpt=1 (queue active) Mar 6 14:33:46 zeus sendmail[11953]: l26CXjkD011953: to=ck1, ctladdr=root (0/0), delay=00:00:01, xdelay=00:00:00, mailer=relay, pri=30038, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as 1A53516C200B4) Mar 6 14:33:46 zeus postfix/smtpd[11954]: disconnect from localhost.localdomain[127.0.0.1] Mar 6 14:33:48 zeus postfix/smtpd[11968]: connect from unknown[127.0.0.1] Mar 6 12:33:48 zeus postfix/smtpd[11968]: D453D16C200FF: client=unknown[127.0.0.1] Mar 6 14:33:48 zeus postfix/cleanup[11962]: D453D16C200FF: message-id=<200703061233.l26CXjkD011953 at zeus.bonalbo.com> Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: from=, size=964, nrcpt=1 (queue active) Mar 6 12:33:48 zeus postfix/smtpd[11968]: disconnect from unknown[127.0.0.1] Mar 6 14:33:48 zeus amavis[11017]: (11017-14) Passed CLEAN, LOCAL [127.0.0.1] [127.0.0.1] -> , Message-ID: <200703061233.l26CXjkD011953 at zeus.bonalbo.com>, mail_id: MCjqOQHm5PJg, Hits: -1.281, queued_as: D453D16C200FF, 2721 ms Mar 6 14:33:48 zeus postfix/smtp[11963]: 1A53516C200B4: to=, relay=127.0.0.1[127.0.0.1]:10024, delay=2.8, delays=0.11/0/0/2.7, dsn=2.6.0, status=sent (250 2.6.0 Ok, id=11017-14, from MTA([127.0.0.1]:10025): 250 2.0.0 Ok: queued as D453D16C200FF) Mar 6 14:33:48 zeus postfix/qmgr[11899]: 1A53516C200B4: removed Mar 6 14:33:48 zeus postfix/virtual[11970]: D453D16C200FF: to=<|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/@zeus.bonalbo.com>, orig_to=, relay=virtual, delay=0.12, delays=0.06/0.01/0/0.04, dsn=5.1.1, status=bounced (unknown user: "|/usr/sbin/rt-mailgate --queue general --action correspond --url http://192.168.0.150/rt3/@zeus.bonalbo.com") Mar 6 14:33:48 zeus postfix/cleanup[11962]: F028D16C20100: message-id=<20070306123348.F028D16C20100 at zeus.bonalbo.com> Mar 6 14:33:48 zeus postfix/bounce[11972]: D453D16C200FF: sender non-delivery notification: F028D16C20100 Mar 6 14:33:48 zeus postfix/qmgr[11899]: F028D16C20100: from=<>, size=3248, nrcpt=1 (queue active) Mar 6 14:33:48 zeus postfix/qmgr[11899]: D453D16C200FF: removed Mar 6 14:33:49 zeus postfix/virtual[11970]: F028D16C20100: to=, relay=virtual, delay=0.08, delays=0/0/0/0.07, dsn=2.0.0, status=sent (delivered to maildir) And here is my MAIN.CF file myhostname = zeus.bonalbo.com mynetworks = 127.0.0.0/8 mydestination = localhost, localhost.localdomain relayhost = [mail-out.bonalbo.com] virtual_alias_domains = virtual_alias_maps = proxy:mysql:/etc/postfix/mysql-virtual_forwardings.cf, mysql:/etc/postfix/mysql-virtual_email2email.cf, hash:/etc/aliases virtual_mailbox_domains = proxy:mysql:/etc/postfix/mysql-virtual_domains.cf virtual_mailbox_maps = proxy:mysql:/etc/postfix/mysql-virtual_mailboxes.cf virtual_mailbox_base = /home/vmail virtual_uid_maps = static:5000 virtual_gid_maps = static:5000 smtpd_sasl_auth_enable = yes broken_sasl_auth_clients = yes smtpd_recipient_restrictions = permit_mynetworks, permit_sasl_authenticated, reject_unauth_destination smtpd_use_tls = yes smtpd_tls_cert_file = /etc/postfix/smtpd.cert smtpd_tls_key_file = /etc/postfix/smtpd.key transport_maps = proxy:mysql:/etc/postfix/mysql-virtual_transports.cf virtual_create_maildirsize = yes virtual_mailbox_extended = yes virtual_mailbox_limit_maps = proxy:mysql:/etc/postfix/mysql-virtual_mailbox_limit_maps.cf virtual_mailbox_limit_override = yes virtual_maildir_limit_message = "The user you are trying to reach is over quota." virtual_overquota_bounce = no proxy_read_maps = $local_recipient_maps $mydestination $virtual_alias_maps $virtual_alias_domains $virtual_mailbox_maps $virtual_mailbox_domains $relay_recipient_maps $relay_domains $canonical_maps $sender_canonical_maps $recipient_canonical_maps $relocated_maps $transport_maps $mynetworks $virtual_mailbox_limit_maps content_filter = amavis:[127.0.0.1]:10024 receive_override_options = no_address_mappings #virtual_mailbox_limit = 0 message_size_limit = 50000000 allow_mail_to_commands = alias,forward,include allow_mail_to_files = alias,forward,include swap_bangpath = no I really need to get RT up and running. Any help is greatly appreciated. Thank you in Advance. Chris _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com This "@zeus.bonalbo.com" is not in the /etc/aliases where my RT line is. It is something Postfix puts there when rewritting How do I get rid of this problem? Chris From rakxzo at gmail.com Tue Mar 6 16:50:09 2007 From: rakxzo at gmail.com (Oscar Gonzalez) Date: Tue, 06 Mar 2007 13:50:09 -0800 Subject: [rt-users] Hello, first post and question. Message-ID: <45EDE211.4000303@gmail.com> Hello everyone, thanks in advance for any help you can give me. I currently installed RT (2nd instance on that box). And I'm having a little bit of an issue with its visual appearance. I don't think it looks the way its supposed to look. Please take a look if you could. Use (webtest/password1) as the username/pass to look if you would please. URL is http://phs-hdpr.webreachinc.com We have a different production install of RT that works great and it looks good. This is running version - 3.4.1. The one I'm having problems is running 3.6.3. I have been digging around the logs but I can't find any errors relevant to this issue. For example, here's the apache access log for a quick login and a few clicks inside the application. ip.ip.ip.ip - - [06/Mar/2007:13:33:33 -0800] "GET / HTTP/1.1" 200 2704 ip.ip.ip.ip - - [06/Mar/2007:13:33:44 -0800] "POST /index.html HTTP/1.1" 200 11298 ip.ip.ip.ip - - [06/Mar/2007:13:33:52 -0800] "GET /Search/Simple.html HTTP/1.1" 200 4134 ip.ip.ip.ip - - [06/Mar/2007:13:33:56 -0800] "GET /Tools/index.html HTTP/1.1" 200 3570 ip.ip.ip.ip - - [06/Mar/2007:13:34:01 -0800] "GET /User/Prefs.html HTTP/1.1" 200 10136 ip.ip.ip.ip - - [06/Mar/2007:13:34:08 -0800] "GET /Search/Simple.html?q=test HTTP/1.1" 200 18513 ip.ip.ip.ip - - [06/Mar/2007:13:34:17 -0800] "GET /Approvals/ HTTP/1.1" 200 5035 ip.ip.ip.ip - - [06/Mar/2007:13:34:22 -0800] "POST /Approvals/ HTTP/1.1" 200 5036 ip.ip.ip.ip - - [06/Mar/2007:13:35:49 -0800] "GET /NoAuth/Logout.html HTTP/1.1" 200 200 ip.ip.ip.ip - - [06/Mar/2007:13:35:49 -0800] "GET / HTTP/1.1" 200 2704 As you can see all accesses are 200 so I don't think its a permissions issue... but I just don't see any requests for images or css files. I just don't know how to fix this if I can't find an actual error. On a side note, there is this error that comes up once in a while in the error log, but I can't figure out what or why this is happening, but I don't think its related. I could be wrong. ip.ip.ip.ip FastCGI: server "/usr/local/rt.phs-hdpr/bin/mason_handler.fcgi" stderr: Use of uninitialized value in pattern match (m//) at /usr/local/rt.phs-hdpr/lib/RT/Interface/Web.pm line 1637, line 1662., referer: http://phs-hdpr.webreachinc.com/ Running this on a Linux Box. CentOS release 4.2 (Final) Perl 5.8.5-16 mysql-server-5.0.18-2.1.c4 httpd-2.0.52-19.ent.centos4 Manually installed to /usr/loca// Thanks a lot in advance! Please let me know if you need more information to help me. Oscar. From jal at clueinc.net Tue Mar 6 17:14:38 2007 From: jal at clueinc.net (Jamie A Lawrence) Date: Tue, 6 Mar 2007 17:14:38 -0500 Subject: [rt-users] Weirdness with $WebURL and certain links In-Reply-To: <3571E7DF-DFC3-4997-AD49-55844FCD9672@bestpractical.com> References: <149186B6-5D13-4E36-BEF0-9EEF7DEEB86E@clueinc.net> <3571E7DF-DFC3-4997-AD49-55844FCD9672@bestpractical.com> Message-ID: On Mar 3, 2007, at 6:02 AM, Jesse Vincent wrote: > > On Mar 3, 2007, at 2:45 AM, Jamie A Lawrence wrote: > >> Hi, all - >> >> I just set up RT 3.6.3 with RTFM (2.0.4, I think, but whatever the >> latest production was about a week ago). >> >> Everything's fine (fully functional, and mostly already in use), >> save one thing. Anchors in the 'Links' sections all point to >> localhost, implicit port 80, instead of the configured host/port. >> Only those - everything else just works fine. >> >> > > > When you viewed the "configuration" page in the Admin UI, what did > you see? (Had your changes taken effect?) (Sorry to be slow - I just resubbed, and didn't realize I had a mail filter filing all my mail for me from last time I was on-list... wondered why it wasn't coming through.) Yes, the config page does show what I expected (the correct hostname:port combo). -j > -jesse > > >> I Set $WebBaseURL in SiteConfig, and then to be sure, hardcoded >> $WebURL. I went so far as to do the same in RT_Config (I know, but >> this was becoming cargo coding, and I changed it back.). Yes, >> server restarts in between. >> >> So, I started tracing through the code stack, and came to lib/RT/ >> URI/fsck_com_rt.pm. Sure enough, once I committed the ultimate sin: >> >> sub HREF { >> my $self = shift; >> if ($self->IsLocal && $self->Object && ($self->ObjectType eq >> 'ticket')) { >> return ( 'http://my.domain.com:8080/' . "Ticket/ >> Display.html?id=".$self->Object->Id); >> #return ( $RT::WebURL . "Ticket/Display.html?id=".$self- >> >Object->Id); >> } >> else { >> return ($self->URI); >> } >> } >> >> It worked. >> >> (1) Does anyone have any idea why this might be happening? >> (2) Is this going to break something I haven't noticed yet (other >> than the inevitable grief in a year when I upgrade and don't >> remember that I did that), if I leave it in place out of expediency? >> >> TIA, >> >> -j >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media.Buy a copy at http://rtbook.bestpractical.com >> > From ruslan.zakirov at gmail.com Tue Mar 6 18:22:09 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 7 Mar 2007 02:22:09 +0300 Subject: The RT wiki and a small flame (was: Re: [rt-users] Creating tickets from external form) In-Reply-To: <43be87180703061030h4843f244n71798a6b35dab6ff@mail.gmail.com> References: <43be87180703061030h4843f244n71798a6b35dab6ff@mail.gmail.com> Message-ID: <589c94400703061522n6b73b5bah5f55a732faa3738d@mail.gmail.com> May be it's not there. As well as other terms are not there, but there is http://wiki.bestpractical.com/?RTGlossary with next text "Feel free to add terms even without descriptions, may be once somebody add a descrition, but sure adding term with a description is much better". I'll try to explain one simple thing: you're the best person to add new content to the wiki. Why? Because you're the most interested party in getting new knowledge. I know what is REST, at least I know that it's interface RT has and RT's CLI is using it, I know where to find more answers and where should I hack if something doesn't work right, I don't know if people are interested in this info or not, so I don't care about writing something. You don't know what is REST. Ok. Google for it, ask on the list, but then when you'll get an answer open the wiki add REST page to glossary and fill in what you've figured out. That's all. People spend time to describe it to you, so you have to spend your time too to pay them back. Try to avoid "Thank you, problem is solved" and write something like "Thank you, I've updated the wiki with this info, you can find it here URL". As far as I can see your question is "How to create ticket from an external app"? In various forms this question has been asked many-many times, I even think this should be added to FAQ. As well this question has been answered many-many times, but no one as I recall have added answers to wiki. You can be the first one. On 3/6/07, Steve Holmes wrote: > I wish the wiki were easier to use. I'm not a complete noob to RT, but new > enough that I'm not comfortable updating the wiki especially since I rarely > can find what I am looking for. For example, I don't know what REST is. I go > to the wiki and put REST in the search field and get 3 pages of links, most > of them have nothing to do with REST (I still haven't found the relevent > article) and I can't take time to go through them all to find it. > > Sorry for the rant. I'm just frustrated with the wiki. > Steve Holmes. > > > On 3/5/07, Roy El-Hames wrote: > > Mario; > > Adding new field to the tickets table is just asking for trouble, if not > > now for sure when its upgrade time. > > CF are the way to go, and instead of using form action you'll be better > > of using REST and the rt cli .. > > have a in the wiki about REST and how to use it. > > Roy > > > > Mario Gomide wrote: > > > Hi there! > > > > > > Since nobody answered and I haven't found a reasonable solution, I'm > > > asking again... > > > > > > I'm thinking of creating a static field (from wich I can fill from an > > > external form as described before), and create a field on the Ticket > > > table. > > > Any other (better) ideas? Can I do this without affecting the rest of > > > the system? > > > > > > I appreciate your help. > > > > > > Mario Gomide > > > > > > > > > Mario Gomide escreveu: > > >> Hi, > > >> > > >> I use some external application to generate service requests. > > >> > > >> This application posts its contents to RT via an html form. That > > >> means that the contents are passed via URL as follows, for example: > > >> > >> action=" > https://my.rt.site/rt/Ticket/Create.html?Queue=int&Subject=Text&Content=text" > > >> method=GET> > > >> Then I get to the Create.html page to fill in other fields and > > >> confirm the creation, which means that I can't use "create by mail" > > >> (unless I can confirm and fill in other fields). > > >> > > >> How do I pass custom field values through the URL? My custom fields > > >> are in all the queues, so I don't have to worry about de > > >> queue-dependancy of each CF. > > >> > > >> Thank you very much! > > >> > > >> Mario Gomide > > >> _______________________________________________ > > >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > >> > > >> Community help: http://wiki.bestpractical.com > > >> Commercial support: sales at bestpractical.com > > >> > > >> > > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > >> Buy a copy at http://rtbook.bestpractical.com > > >> > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > > -- > I believe I found the missing link between animal and civilized man. It is > us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989) > > We in America do not have government by the majority. We have government by > the majority who participate. -Thomas Jefferson, third US president, > architect and author (1743-1826) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 erikerik at gmail.com Tue Mar 6 23:22:04 2007 From: erikerik at gmail.com (Erik Anderson) Date: Tue, 6 Mar 2007 22:22:04 -0600 Subject: [rt-users] Re: RT-3.4.5 - losing session In-Reply-To: References: Message-ID: On 3/4/07, Erik Anderson wrote: > > After upgrading apache, I started having a problem where, after > clicking a link in RT, I'm sent back to the login page. It seems that > something went awry with how login sessions are handled. Since > upgrading apache, I've re-compiled both mod_perl and mysql, thinking > that would fix the problem but it hasn't. I'm continuing to pound away at this issue and have still not come up with a solution. I'm debating upgrading RT this evening, but wanted to do a last bit of checking before doing that. I checked out the RT tables in Mysql, and noticed that all of the tables were InnoDB except for the sessions table, which is a MyISAM table. Could this be causing the problem? I'd doubt it, but wanted to run it by the list. New login sessions *are* being added to the table. Thank you- Erik Anderson From sashag at austbrokers.com.au Tue Mar 6 23:45:30 2007 From: sashag at austbrokers.com.au (Sasha Gerrand) Date: Wed, 7 Mar 2007 15:45:30 +1100 Subject: [rt-users] Re: RT-3.4.5 - losing session In-Reply-To: References: Message-ID: <11C1048FB499954D9C888EF15148AF0C9F88BB@austbdc.austbrok.local> > On 3/4/07, Erik Anderson wrote: > > > > After upgrading apache, I started having a problem where, after > > clicking a link in RT, I'm sent back to the login page. It seems that > > something went awry with how login sessions are handled. Since > > upgrading apache, I've re-compiled both mod_perl and mysql, thinking > > that would fix the problem but it hasn't. > > I'm continuing to pound away at this issue and have still not come up with a solution. I'm debating upgrading RT this evening, but wanted to do a last bit of checking before doing that. I checked out > the RT tables in Mysql, and noticed that all of the tables were InnoDB except for the sessions table, which is a MyISAM table. Could this be causing the problem? > I'd doubt it, but wanted to run it by the list. > New login sessions *are* being added to the table. I assume that you've checked the Apache error_log for this host? That'd be the first place that I'd check. From erikerik at gmail.com Wed Mar 7 00:13:22 2007 From: erikerik at gmail.com (Erik Anderson) Date: Tue, 6 Mar 2007 23:13:22 -0600 Subject: [rt-users] Re: RT-3.4.5 - losing session In-Reply-To: <11C1048FB499954D9C888EF15148AF0C9F88BB@austbdc.austbrok.local> References: <11C1048FB499954D9C888EF15148AF0C9F88BB@austbdc.austbrok.local> Message-ID: On 3/6/07, Sasha Gerrand wrote: > > I assume that you've checked the Apache error_log for this host? That'd > be the first place that I'd check. Yes - I have checked it...nothing out of the ordinary: [Tue Mar 06 23:08:56 2007] [notice] caught SIGTERM, shutting down [Tue Mar 06 23:08:59 2007] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec2) No root path(s) specified at /var/www/helpdesk/rt-3.4.5/bin/webmux.pl line 98 [Tue Mar 06 23:09:00 2007] [notice] Digest: generating secret for digest authentication ... [Tue Mar 06 23:09:00 2007] [notice] Digest: done [Tue Mar 06 23:09:00 2007] [notice] Apache configured -- resuming normal operations It's been throwing the "no root path" since well before this problem arose. -erik -- Erik Anderson http://andersonfam.org From erikerik at gmail.com Wed Mar 7 00:42:49 2007 From: erikerik at gmail.com (Erik Anderson) Date: Tue, 6 Mar 2007 23:42:49 -0600 Subject: [rt-users] Re: RT-3.4.5 - losing session In-Reply-To: References: Message-ID: On 3/6/07, Erik Anderson wrote: > On 3/4/07, Erik Anderson wrote: > > > > After upgrading apache, I started having a problem where, after > > clicking a link in RT, I'm sent back to the login page. It seems that > > something went awry with how login sessions are handled. Since > > upgrading apache, I've re-compiled both mod_perl and mysql, thinking > > that would fix the problem but it hasn't. > > I'm continuing to pound away at this issue and have still not come up > with a solution. I'm debating upgrading RT this evening, but wanted > to do a last bit of checking before doing that. I checked out the RT > tables in Mysql, and noticed that all of the tables were InnoDB except > for the sessions table, which is a MyISAM table. Could this be > causing the problem? I'd doubt it, but wanted to run it by the list. > New login sessions *are* being added to the table. Well I just did a test upgrade to 3.6.3 and the exact same session problem showed itself there. Any further ideas what this could be caused by? From BKO at schilling.dk Wed Mar 7 03:46:50 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Wed, 7 Mar 2007 09:46:50 +0100 Subject: [rt-users] Unable to get values from ticket transaction custom fields Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F765F@mia> Hi In the RT Wiki's WriteCustomAction it says that "per-transaction custom field values are not available to Scrips" from release 3.6.1. Does that means that you never will be able to get the values of a custom field there is associated with a "ticket transaction" from within a scrip? I entered a code example in this thread: http://lists.bestpractical.com/pipermail/rt-users/2007-March/044584.html Found a thread about this issue here http://www.gossamer-threads.com/lists/rt/devel/62220, but without any solution. >From http://wiki.bestpractical.com/index.cgi?WriteCustomAction ------------------------------ * TransactionObj - returns RT::Transaction instance, the transaction that was applied. - Note: as of 3.6.1, per-transaction custom field values are not available to Scrips * TicketObj - returns RT::Ticket instance which represents the ticket. Our transaction was applied to it. * TemplateObj - represents the template which was selected for this action. ------------------------------ Med venlig hilsen / Best regards Brian Kjelin Olsen Systemkonsulent ? Schilling A/S Baldersb?kvej 24-26 DK-2635 Ish?j Tel: +45 70 27 99 00 Fax: +45 70 27 99 10 bko at schilling.dk www.schilling.dk From CLoos at netcologne.de Wed Mar 7 04:35:11 2007 From: CLoos at netcologne.de (Loos, Christian) Date: Wed, 7 Mar 2007 10:35:11 +0100 Subject: [rt-users] How to get file from custom field to resolve message Message-ID: <657C603258FA594DB9A8C49EB86631190BD65074@ncmail.netcologne.intern> Hello, we have an ticket custom field from type upload one file. If we resolve an ticket this file should be send with the resolve mail. I figured out how to get the link to this file. But i don't know how to get this file as an attachment to the resolve mail. Any ideas??? Thanks! Chris From gcecchi at peviani.it Wed Mar 7 05:52:19 2007 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Wed, 7 Mar 2007 11:52:19 +0100 Subject: R: [rt-users] Hello, first post and question. Message-ID: I have a base 3.6.3 on fc6 test env. My first screen is as yours and the log is: 192.168.0.110 - - [07/Mar/2007:11:39:05 +0100] "GET / HTTP/1.1" 403 3956 "-" "Mo zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. 0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:05 +0100] "GET /icons/apache_pb2.gif HTTP/1 .1" 200 2414 "http://rt/" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1 .2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:06 +0100] "GET /icons/powered_by_fedora.png HTTP/1.1" 200 3034 "http://rt/" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; r v:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:06 +0100] "GET /favicon.ico HTTP/1.1" 404 2 76 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:10 +0100] "GET /rt3 HTTP/1.1" 301 289 "-" " Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/ 2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:10 +0100] "GET /rt3/ HTTP/1.1" 301 299 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox /2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:12 +0100] "GET /rt3/NoAuth/css/3.5-default/ main.css HTTP/1.1" 200 289 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:12 +0100] "GET /rt3/NoAuth/images//favicon. png HTTP/1.1" 200 335 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1 .2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:14 +0100] "GET /rt3/NoAuth/css/3.5-default/ misc.css HTTP/1.1" 200 713 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mozi lla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0. 0.2" 192.168.0.110 - - [07/Mar/2007:11:39:14 +0100] "GET /rt3/NoAuth/css/3.5-default/ login.css HTTP/1.1" 200 461 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Moz illa/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0 .0.2" 192.168.0.110 - - [07/Mar/2007:11:39:15 +0100] "GET /rt3/NoAuth/css/3.5-default/ logo.css HTTP/1.1" 200 175 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mozi lla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0. 0.2" 192.168.0.110 - - [07/Mar/2007:11:39:10 +0100] "GET /rt3/index.html HTTP/1.1" 20 0 2789 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070 219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:15 +0100] "GET /rt3/NoAuth/css/3.5-default/ quickbar.css HTTP/1.1" 200 810 "http://rt/rt3/NoAuth/css/3.5-default/main.css" " Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/ 2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ approvals.css HTTP/1.1" 200 974 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox /2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ titlebox.css HTTP/1.1" 200 2435 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox /2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ forms.css HTTP/1.1" 200 1519 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mo zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. 0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ ticket.css HTTP/1.1" 200 155 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mo zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. 0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ transactions.css HTTP/1.1" 200 2483 "http://rt/rt3/NoAuth/css/3.5-default/main.c ss" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Fir efox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:16 +0100] "GET /rt3/NoAuth/css/3.5-default/ body.css HTTP/1.1" 200 634 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mozi lla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0. 0.2" 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/css/3.5-default/ header.css HTTP/1.1" 200 2149 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "M ozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2 .0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/css/3.5-default/ footer.css HTTP/1.1" 200 924 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mo zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. 0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ nav.css HTTP/1.1" 200 2212 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mozi lla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0. 0.2" 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/css/print.css HT TP/1.1" 200 443 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/js/util.js HTTP/ 1.1" 200 4614 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Windows NT 5. 1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/js/ahah.js HTTP/ 1.1" 200 1001 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Windows NT 5. 1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/js/titlebox-stat e.js HTTP/1.1" 200 936 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Wind ows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:19 +0100] "GET /rt3/NoAuth/images//bplogo.g if HTTP/1.1" 200 755 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Window s NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:19 +0100] "GET /rt3/NoAuth/images//css/ctr- b2g.gif HTTP/1.1" 200 136 "http://rt/rt3/NoAuth/css/3.5-default/footer.css" "Moz illa/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0 .0.2" 192.168.0.110 - - [07/Mar/2007:11:39:19 +0100] "GET /rt3/NoAuth/images//css/cbr- b2g.gif HTTP/1.1" 200 135 "http://rt/rt3/NoAuth/css/3.5-default/footer.css" "Moz illa/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0 .0.2" 192.168.0.110 - - [07/Mar/2007:11:39:19 +0100] "GET /rt3/NoAuth/images//css/cbr- gray.gif HTTP/1.1" 200 137 "http://rt/rt3/NoAuth/css/3.5-default/footer.css" "Mo zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. 0.0.2" 192.168.0.110 - - [07/Mar/2007:11:39:19 +0100] "GET /rt3/NoAuth/images//css/ctr- gray.gif HTTP/1.1" 200 138 "http://rt/rt3/NoAuth/css/3.5-default/footer.css" "Mo zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. 0.0.2" When I log in as root I have the RT at a glance section at the left with the subsectionsfrom top to bottom: - 10 highest priority tickets I own - 10 newest unowned tickets - quick ticket creation On the right I have, from top to bottom: - Reminders - Quick search And I have this in httpd access_log: 192.168.0.110 - - [07/Mar/2007:11:41:56 +0100] "GET /rt3/NoAuth/images//css/cbr.gif HTTP/1.1" 200 188 "http://rt/rt3/NoAuth/css/3.5-default/nav.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:41:56 +0100] "GET /rt3/NoAuth/images//css/ctr.gif HTTP/1.1" 200 188 "http://rt/rt3/NoAuth/css/3.5-default/nav.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:41:57 +0100] "GET /rt3/NoAuth/images//css/dark-arrow.png HTTP/1.1" 200 337 "http://rt/rt3/NoAuth/css/3.5-default/nav.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:41:57 +0100] "GET /rt3/NoAuth/images//css/ct.gif HTTP/1.1" 200 162 "http://rt/rt3/NoAuth/css/3.5-default/header.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:41:58 +0100] "GET /rt3/NoAuth/images//css/cb.gif HTTP/1.1" 200 163 "http://rt/rt3/NoAuth/css/3.5-default/header.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:41:58 +0100] "GET /rt3/NoAuth/images//css/cbr-b2lb.gif HTTP/1.1" 200 137 "http://rt/rt3/NoAuth/css/3.5-default/header.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:41:58 +0100] "GET /rt3/NoAuth/images//css/rollup-arrow.gif HTTP/1.1" 200 82 "http://rt/rt3/NoAuth/css/3.5-default/titlebox.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:41:56 +0100] "POST /rt3/index.html HTTP/1.1" 200 19879 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" 192.168.0.110 - - [07/Mar/2007:11:41:58 +0100] "GET /rt3/NoAuth/images//css/ctr-b2lb.gif HTTP/1.1" 200 114 "http://rt/rt3/NoAuth/css/3.5-default/header.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" HIH, Gianluca > -----Messaggio originale----- > Da: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Per conto > di Oscar Gonzalez > Inviato: marted? 6 marzo 2007 22.50 > A: rt-users at lists.bestpractical.com > Oggetto: [rt-users] Hello, first post and question. > > Hello everyone, thanks in advance for any help you can give me. > > I currently installed RT (2nd instance on that box). And I'm > having a little bit of an issue with its visual appearance. I > don't think it looks the way its supposed to look. Please > take a look if you could. Use > (webtest/password1) as the username/pass to look if you would please. > URL is http://phs-hdpr.webreachinc.com > > We have a different production install of RT that works great > and it looks good. This is running version - 3.4.1. > The one I'm having problems is running 3.6.3. > > I have been digging around the logs but I can't find any > errors relevant to this issue. For example, here's the apache > access log for a quick login and a few clicks inside the application. > > > ip.ip.ip.ip - - [06/Mar/2007:13:33:33 -0800] "GET / HTTP/1.1" > 200 2704 ip.ip.ip.ip - - [06/Mar/2007:13:33:44 -0800] "POST > /index.html HTTP/1.1" > 200 11298 > ip.ip.ip.ip - - [06/Mar/2007:13:33:52 -0800] "GET > /Search/Simple.html HTTP/1.1" 200 4134 ip.ip.ip.ip - - > [06/Mar/2007:13:33:56 -0800] "GET /Tools/index.html HTTP/1.1" > 200 3570 ip.ip.ip.ip - - [06/Mar/2007:13:34:01 -0800] "GET > /User/Prefs.html HTTP/1.1" 200 10136 ip.ip.ip.ip - - > [06/Mar/2007:13:34:08 -0800] "GET /Search/Simple.html?q=test > HTTP/1.1" 200 18513 ip.ip.ip.ip - - [06/Mar/2007:13:34:17 > -0800] "GET /Approvals/ HTTP/1.1" > 200 5035 > ip.ip.ip.ip - - [06/Mar/2007:13:34:22 -0800] "POST > /Approvals/ HTTP/1.1" > 200 5036 > ip.ip.ip.ip - - [06/Mar/2007:13:35:49 -0800] "GET > /NoAuth/Logout.html HTTP/1.1" 200 200 ip.ip.ip.ip - - > [06/Mar/2007:13:35:49 -0800] "GET / HTTP/1.1" 200 2704 > > As you can see all accesses are 200 so I don't think its a > permissions issue... but I just don't see any requests for > images or css files. I just don't know how to fix this if I > can't find an actual error. > > On a side note, there is this error that comes up once in a > while in the error log, but I can't figure out what or why > this is happening, but I don't think its related. I could be wrong. > > ip.ip.ip.ip FastCGI: server > "/usr/local/rt.phs-hdpr/bin/mason_handler.fcgi" stderr: Use > of uninitialized value in pattern match (m//) at > /usr/local/rt.phs-hdpr/lib/RT/Interface/Web.pm line 1637, > line 1662., referer: http://phs-hdpr.webreachinc.com/ > > Running this on a Linux Box. > CentOS release 4.2 (Final) > Perl 5.8.5-16 > mysql-server-5.0.18-2.1.c4 > httpd-2.0.52-19.ent.centos4 > Manually installed to /usr/loca// > > Thanks a lot in advance! Please let me know if you need more > information to help me. > Oscar. > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From joe.casadonte at oracle.com Wed Mar 7 08:13:52 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 07 Mar 2007 08:13:52 -0500 Subject: [rt-users] Hello, first post and question. In-Reply-To: <45EDE211.4000303@gmail.com> References: <45EDE211.4000303@gmail.com> Message-ID: <45EEBA90.1020409@oracle.com> On 3/6/2007 4:50 PM, Oscar Gonzalez wrote: > We have a different production install of RT that works great and it > looks good. This is running version - 3.4.1. > The one I'm having problems is running 3.6.3. The layout of 3.6.3 is vastly different from 3.4.1, but you can get it looking close to 3.4.1 by setting WebDefaultStlyesheet: # This determines the default stylesheet the RT web interface will use. # RT ships with two valid values by default: # # 3.5-default The totally new, default layout for RT 3.5 # 3.4-compat A 3.4 compatibility stylesheet to make RT 3.5 look # (mostly) like 3.4 # # This value actually specifies a directory in share/html/NoAuth/css/ # from which RT will try to load the file main.css (which should # @import any other files the stylesheet needs). This allows you to # easily and cleanly create your own stylesheets to apply to RT. Set($WebDefaultStylesheet, '3.5-default'); -- 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 rakxzo at gmail.com Wed Mar 7 10:33:25 2007 From: rakxzo at gmail.com (Oscar Gonzalez) Date: Wed, 07 Mar 2007 07:33:25 -0800 Subject: [rt-users] Hello, first post and question. In-Reply-To: <45EEBA90.1020409@oracle.com> References: <45EDE211.4000303@gmail.com> <45EEBA90.1020409@oracle.com> Message-ID: <45EEDB45.4010300@gmail.com> Thanks a lot Joe. I totally missed that in the config. Joe Casadonte wrote: > On 3/6/2007 4:50 PM, Oscar Gonzalez wrote: > >> We have a different production install of RT that works great and it >> looks good. This is running version - 3.4.1. >> The one I'm having problems is running 3.6.3. > > The layout of 3.6.3 is vastly different from 3.4.1, but you can get it > looking close to 3.4.1 by setting WebDefaultStlyesheet: > > # This determines the default stylesheet the RT web interface will use. > # RT ships with two valid values by default: > # > # 3.5-default The totally new, default layout for RT 3.5 > # 3.4-compat A 3.4 compatibility stylesheet to make RT 3.5 look > # (mostly) like 3.4 > # > # This value actually specifies a directory in share/html/NoAuth/css/ > # from which RT will try to load the file main.css (which should > # @import any other files the stylesheet needs). This allows you to > # easily and cleanly create your own stylesheets to apply to RT. > > Set($WebDefaultStylesheet, '3.5-default'); > > From rakxzo at gmail.com Wed Mar 7 10:39:11 2007 From: rakxzo at gmail.com (Oscar Gonzalez) Date: Wed, 07 Mar 2007 07:39:11 -0800 Subject: R: [rt-users] Hello, first post and question. In-Reply-To: References: Message-ID: <45EEDC9F.8070403@gmail.com> Thank you! I have all that, the parts I'm missing (even after I went to 3.4 compat mode using the different stylesheet) are little subtle things. That and when I log in, like you did... everything looks HUGE. It almost feels like it is made for blind people, or set to some high-visibility profile. It is similar to what you would see if you pressed "ctrl +" on your browser to make things bigger... only I didnt. it looks like this on a mac, on a pc and on a number of browsers on both platforms. Here is an example of the little things I'm missing and I can't find out why. I do have an error in the logs which I'll post in a separate question because I think its unrelated.... For example, when you do a ticket query, all 4 buttons next to the "And/Or" and "Delete" buttons are blank. I can't see which one is which and thus can't really create queries with nested options. I don't think this is related to the style. Gianluca Cecchi wrote: > I have a base 3.6.3 on fc6 test env. > > My first screen is as yours and the log is: > 192.168.0.110 - - [07/Mar/2007:11:39:05 +0100] "GET / HTTP/1.1" 403 3956 "-" "Mo > zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. > 0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:05 +0100] "GET /icons/apache_pb2.gif HTTP/1 > .1" 200 2414 "http://rt/" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1 > .2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:06 +0100] "GET /icons/powered_by_fedora.png > HTTP/1.1" 200 3034 "http://rt/" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; r > v:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:06 +0100] "GET /favicon.ico HTTP/1.1" 404 2 > 76 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 > Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:10 +0100] "GET /rt3 HTTP/1.1" 301 289 "-" " > Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/ > 2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:10 +0100] "GET /rt3/ HTTP/1.1" 301 299 "-" > "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox > /2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:12 +0100] "GET /rt3/NoAuth/css/3.5-default/ > main.css HTTP/1.1" 200 289 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; > Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:12 +0100] "GET /rt3/NoAuth/images//favicon. > png HTTP/1.1" 200 335 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1 > .2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:14 +0100] "GET /rt3/NoAuth/css/3.5-default/ > misc.css HTTP/1.1" 200 713 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mozi > lla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0. > 0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:14 +0100] "GET /rt3/NoAuth/css/3.5-default/ > login.css HTTP/1.1" 200 461 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Moz > illa/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0 > .0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:15 +0100] "GET /rt3/NoAuth/css/3.5-default/ > logo.css HTTP/1.1" 200 175 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mozi > lla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0. > 0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:10 +0100] "GET /rt3/index.html HTTP/1.1" 20 > 0 2789 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070 > 219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:15 +0100] "GET /rt3/NoAuth/css/3.5-default/ > quickbar.css HTTP/1.1" 200 810 "http://rt/rt3/NoAuth/css/3.5-default/main.css" " > Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/ > 2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ > approvals.css HTTP/1.1" 200 974 "http://rt/rt3/NoAuth/css/3.5-default/main.css" > "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox > /2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ > titlebox.css HTTP/1.1" 200 2435 "http://rt/rt3/NoAuth/css/3.5-default/main.css" > "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox > /2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ > forms.css HTTP/1.1" 200 1519 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mo > zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. > 0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ > ticket.css HTTP/1.1" 200 155 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mo > zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. > 0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ > transactions.css HTTP/1.1" 200 2483 "http://rt/rt3/NoAuth/css/3.5-default/main.c > ss" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Fir > efox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:16 +0100] "GET /rt3/NoAuth/css/3.5-default/ > body.css HTTP/1.1" 200 634 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mozi > lla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0. > 0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/css/3.5-default/ > header.css HTTP/1.1" 200 2149 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "M > ozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2 > .0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/css/3.5-default/ > footer.css HTTP/1.1" 200 924 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mo > zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. > 0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:17 +0100] "GET /rt3/NoAuth/css/3.5-default/ > nav.css HTTP/1.1" 200 2212 "http://rt/rt3/NoAuth/css/3.5-default/main.css" "Mozi > lla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0. > 0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/css/print.css HT > TP/1.1" 200 443 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Windows NT > 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/js/util.js HTTP/ > 1.1" 200 4614 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Windows NT 5. > 1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/js/ahah.js HTTP/ > 1.1" 200 1001 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Windows NT 5. > 1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:18 +0100] "GET /rt3/NoAuth/js/titlebox-stat > e.js HTTP/1.1" 200 936 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Wind > ows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:19 +0100] "GET /rt3/NoAuth/images//bplogo.g > if HTTP/1.1" 200 755 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Window > s NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:19 +0100] "GET /rt3/NoAuth/images//css/ctr- > b2g.gif HTTP/1.1" 200 136 "http://rt/rt3/NoAuth/css/3.5-default/footer.css" "Moz > illa/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0 > .0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:19 +0100] "GET /rt3/NoAuth/images//css/cbr- > b2g.gif HTTP/1.1" 200 135 "http://rt/rt3/NoAuth/css/3.5-default/footer.css" "Moz > illa/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0 > .0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:19 +0100] "GET /rt3/NoAuth/images//css/cbr- > gray.gif HTTP/1.1" 200 137 "http://rt/rt3/NoAuth/css/3.5-default/footer.css" "Mo > zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. > 0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:39:19 +0100] "GET /rt3/NoAuth/images//css/ctr- > gray.gif HTTP/1.1" 200 138 "http://rt/rt3/NoAuth/css/3.5-default/footer.css" "Mo > zilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2. > 0.0.2" > > > > > When I log in as root I have the RT at a glance section at the left with the subsectionsfrom top to bottom: > - 10 highest priority tickets I own > - 10 newest unowned tickets > - quick ticket creation > > On the right I have, from top to bottom: > - Reminders > - Quick search > > And I have this in httpd access_log: > > 192.168.0.110 - - [07/Mar/2007:11:41:56 +0100] "GET /rt3/NoAuth/images//css/cbr.gif HTTP/1.1" 200 188 "http://rt/rt3/NoAuth/css/3.5-default/nav.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:41:56 +0100] "GET /rt3/NoAuth/images//css/ctr.gif HTTP/1.1" 200 188 "http://rt/rt3/NoAuth/css/3.5-default/nav.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:41:57 +0100] "GET /rt3/NoAuth/images//css/dark-arrow.png HTTP/1.1" 200 337 "http://rt/rt3/NoAuth/css/3.5-default/nav.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:41:57 +0100] "GET /rt3/NoAuth/images//css/ct.gif HTTP/1.1" 200 162 "http://rt/rt3/NoAuth/css/3.5-default/header.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:41:58 +0100] "GET /rt3/NoAuth/images//css/cb.gif HTTP/1.1" 200 163 "http://rt/rt3/NoAuth/css/3.5-default/header.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:41:58 +0100] "GET /rt3/NoAuth/images//css/cbr-b2lb.gif HTTP/1.1" 200 137 "http://rt/rt3/NoAuth/css/3.5-default/header.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:41:58 +0100] "GET /rt3/NoAuth/images//css/rollup-arrow.gif HTTP/1.1" 200 82 "http://rt/rt3/NoAuth/css/3.5-default/titlebox.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:41:56 +0100] "POST /rt3/index.html HTTP/1.1" 200 19879 "http://rt/rt3/index.html" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > 192.168.0.110 - - [07/Mar/2007:11:41:58 +0100] "GET /rt3/NoAuth/images//css/ctr-b2lb.gif HTTP/1.1" 200 114 "http://rt/rt3/NoAuth/css/3.5-default/header.css" "Mozilla/5.0 (Windows; U; Windows NT 5.1; it; rv:1.8.1.2) Gecko/20070219 Firefox/2.0.0.2" > > HIH, > Gianluca > > >> -----Messaggio originale----- >> Da: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] Per conto >> di Oscar Gonzalez >> Inviato: marted? 6 marzo 2007 22.50 >> A: rt-users at lists.bestpractical.com >> Oggetto: [rt-users] Hello, first post and question. >> >> Hello everyone, thanks in advance for any help you can give me. >> >> I currently installed RT (2nd instance on that box). And I'm >> having a little bit of an issue with its visual appearance. I >> don't think it looks the way its supposed to look. Please >> take a look if you could. Use >> (webtest/password1) as the username/pass to look if you would please. >> URL is http://phs-hdpr.webreachinc.com >> >> We have a different production install of RT that works great >> and it looks good. This is running version - 3.4.1. >> The one I'm having problems is running 3.6.3. >> >> I have been digging around the logs but I can't find any >> errors relevant to this issue. For example, here's the apache >> access log for a quick login and a few clicks inside the application. >> >> >> ip.ip.ip.ip - - [06/Mar/2007:13:33:33 -0800] "GET / HTTP/1.1" >> 200 2704 ip.ip.ip.ip - - [06/Mar/2007:13:33:44 -0800] "POST >> /index.html HTTP/1.1" >> 200 11298 >> ip.ip.ip.ip - - [06/Mar/2007:13:33:52 -0800] "GET >> /Search/Simple.html HTTP/1.1" 200 4134 ip.ip.ip.ip - - >> [06/Mar/2007:13:33:56 -0800] "GET /Tools/index.html HTTP/1.1" >> 200 3570 ip.ip.ip.ip - - [06/Mar/2007:13:34:01 -0800] "GET >> /User/Prefs.html HTTP/1.1" 200 10136 ip.ip.ip.ip - - >> [06/Mar/2007:13:34:08 -0800] "GET /Search/Simple.html?q=test >> HTTP/1.1" 200 18513 ip.ip.ip.ip - - [06/Mar/2007:13:34:17 >> -0800] "GET /Approvals/ HTTP/1.1" >> 200 5035 >> ip.ip.ip.ip - - [06/Mar/2007:13:34:22 -0800] "POST >> /Approvals/ HTTP/1.1" >> 200 5036 >> ip.ip.ip.ip - - [06/Mar/2007:13:35:49 -0800] "GET >> /NoAuth/Logout.html HTTP/1.1" 200 200 ip.ip.ip.ip - - >> [06/Mar/2007:13:35:49 -0800] "GET / HTTP/1.1" 200 2704 >> >> As you can see all accesses are 200 so I don't think its a >> permissions issue... but I just don't see any requests for >> images or css files. I just don't know how to fix this if I >> can't find an actual error. >> >> On a side note, there is this error that comes up once in a >> while in the error log, but I can't figure out what or why >> this is happening, but I don't think its related. I could be wrong. >> >> ip.ip.ip.ip FastCGI: server >> "/usr/local/rt.phs-hdpr/bin/mason_handler.fcgi" stderr: Use >> of uninitialized value in pattern match (m//) at >> /usr/local/rt.phs-hdpr/lib/RT/Interface/Web.pm line 1637, >> line 1662., referer: http://phs-hdpr.webreachinc.com/ >> >> Running this on a Linux Box. >> CentOS release 4.2 (Final) >> Perl 5.8.5-16 >> mysql-server-5.0.18-2.1.c4 >> httpd-2.0.52-19.ent.centos4 >> Manually installed to /usr/loca// >> >> Thanks a lot in advance! Please let me know if you need more >> information to help me. >> Oscar. >> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rakxzo at gmail.com Wed Mar 7 10:55:15 2007 From: rakxzo at gmail.com (Oscar Gonzalez) Date: Wed, 07 Mar 2007 07:55:15 -0800 Subject: [rt-users] Hello, first post and question. In-Reply-To: <45EEBA90.1020409@oracle.com> References: <45EDE211.4000303@gmail.com> <45EEBA90.1020409@oracle.com> Message-ID: <45EEE063.9090101@gmail.com> Thanks a lot to everyone that helped me. I've removed access to the webtest account for now. Thank you. Joe Casadonte wrote: > On 3/6/2007 4:50 PM, Oscar Gonzalez wrote: > >> We have a different production install of RT that works great and it >> looks good. This is running version - 3.4.1. >> The one I'm having problems is running 3.6.3. > > The layout of 3.6.3 is vastly different from 3.4.1, but you can get it > looking close to 3.4.1 by setting WebDefaultStlyesheet: > > # This determines the default stylesheet the RT web interface will use. > # RT ships with two valid values by default: > # > # 3.5-default The totally new, default layout for RT 3.5 > # 3.4-compat A 3.4 compatibility stylesheet to make RT 3.5 look > # (mostly) like 3.4 > # > # This value actually specifies a directory in share/html/NoAuth/css/ > # from which RT will try to load the file main.css (which should > # @import any other files the stylesheet needs). This allows you to > # easily and cleanly create your own stylesheets to apply to RT. > > Set($WebDefaultStylesheet, '3.5-default'); > > From jesse at bestpractical.com Wed Mar 7 12:33:22 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Mar 2007 12:33:22 -0500 Subject: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working for values of Cfs with type "select one value" In-Reply-To: <5ADD4634F0EE92BAD89F6CB9@idefix.mi.fu-berlin.de> References: <71F266A70F7133EB97F4F484@idefix.mi.fu-berlin.de> <45ED4025.80509@desy.de> <5ADD4634F0EE92BAD89F6CB9@idefix.mi.fu-berlin.de> Message-ID: <4FEA402C-CD7C-4B95-85C3-29440616EAD7@bestpractical.com> On Mar 6, 2007, at 5:35 AM, Dirk Pape wrote: > Hello Ulrike, > > --Am 6. M?rz 2007 11:19:17 +0100 schrieb Ulrike Lindemann > : > >> I posted this behaviour some weeks ago, and I've seen that Giulio >> Prinzi >> posted it on the rt-devel list and modified his >> ArticleCollection_Overlay.pm. >> Which versions do you run? > > we run RT 3.6.3 and RTFM 2.2.0RC4 > > Thanks for showing me that I am not alone. How's this sound? Send me a patch to add a failing test to the RTFM test suite and I'll dig in and fix it? :) -j -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From huston at astro.princeton.edu Wed Mar 7 12:38:01 2007 From: huston at astro.princeton.edu (Steve Huston) Date: Wed, 07 Mar 2007 12:38:01 -0500 Subject: [rt-users] Upgrade from 3.0.2 -> 3.6.3, easy as 3.14159? In-Reply-To: <42A56AF9-FBB2-46A7-B94E-A4716D157778@khera.org> References: <45EC5D90.1020005@astro.princeton.edu> <42A56AF9-FBB2-46A7-B94E-A4716D157778@khera.org> Message-ID: <45EEF879.9070604@astro.princeton.edu> On 3/5/07 3:09 PM, Vivek Khera wrote: > I don't know if the rpm's apply the necessary schema updates, but you > can run them by hand as per the UPGRADING file from a source tree if > it does not. They didn't (good, they didn't know what I was upgrading from anyway) and I did. And it worked beautifully :> Thanks! -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From joe.casadonte at oracle.com Wed Mar 7 13:30:34 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 07 Mar 2007 13:30:34 -0500 Subject: R: [rt-users] Hello, first post and question. In-Reply-To: <45EEDC9F.8070403@gmail.com> References: <45EEDC9F.8070403@gmail.com> Message-ID: <45EF04CA.4000704@oracle.com> On 3/7/2007 10:39 AM, Oscar Gonzalez wrote: > That and when I log in, like you did... everything looks HUGE. > It almost feels like it is made for blind people, or set to some > high-visibility profile. It is similar to what you would see if you > pressed "ctrl +" on your browser to make things bigger... only I didnt. > it looks like this on a mac, on a pc and on a number of browsers on both > platforms. Yeah, I spent a couple of days making CSS changes to make things smaller. And then redid the displays in RT at a Glance to use the "small" attribute. And it's still BIG. -- Regards, joe ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | Joe Casadonte | joe.casadonte at oracle.com | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Suite 300 | | 610-491-3315 | King of Prussia, PA 19406 | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From jesse at bestpractical.com Wed Mar 7 14:34:34 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Mar 2007 14:34:34 -0500 Subject: [rt-users] Longgggg ticket taking a while to load In-Reply-To: <9C0091F428E697439E7A773FFD083427A92AF3@szexchange.Shopzilla.inc> References: <9C0091F428E697439E7A773FFD083427A92AF3@szexchange.Shopzilla.inc> Message-ID: <20070307193434.GC25008@bestpractical.com> On Thu, Mar 01, 2007 at 11:51:18PM -0800, Philip Kime wrote: > We have one particular ticket at the moment which has about 175 > transactions in it - lots of replies/comments etc. No binary stuff, no > attachments, just text and not that much text per transaction. But it > takes nearly two minutes to load up. After loading, something is cached, > either query and/or MASON stuff and it takes about 15 seconds to load > until it gets cleared out of the cache. I wonder if there is a DB index > we might add for this? Anybobody else had this? RT 3.6.3 I have a sneaking suspicion that the issue is Text::Quoted's parsing. But I'm not 100% sure. > > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From pkime at Shopzilla.com Wed Mar 7 14:43:50 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Wed, 7 Mar 2007 11:43:50 -0800 Subject: [rt-users] Longgggg ticket taking a while to load References: <9C0091F428E697439E7A773FFD083427A92AF3@szexchange.Shopzilla.inc> <20070307193434.GC25008@bestpractical.com> Message-ID: <9C0091F428E697439E7A773FFD083427A92B22@szexchange.Shopzilla.inc> Well, it's not a huge problem - I suspect we'll concentrate on getting a version of DBIx::SearchBuilder to work with memcahced first ... If you have an example of doing this with Jifty::DBI ( I think you did?), it would be helpful to look at it. I looked at the latest version of this on CPAN but didn't see any memcached API calls in there ... PK -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, March 07, 2007 11:35 AM To: Philip Kime Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Longgggg ticket taking a while to load On Thu, Mar 01, 2007 at 11:51:18PM -0800, Philip Kime wrote: > We have one particular ticket at the moment which has about 175 > transactions in it - lots of replies/comments etc. No binary stuff, no > attachments, just text and not that much text per transaction. But it > takes nearly two minutes to load up. After loading, something is > cached, either query and/or MASON stuff and it takes about 15 seconds > to load until it gets cleared out of the cache. I wonder if there is a > DB index we might add for this? Anybobody else had this? RT 3.6.3 I have a sneaking suspicion that the issue is Text::Quoted's parsing. But I'm not 100% sure. > > PK > > -- > Philip Kime > NOPS Systems Architect > 310 401 0407 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From jesse at bestpractical.com Wed Mar 7 14:48:16 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Mar 2007 14:48:16 -0500 Subject: [rt-users] Longgggg ticket taking a while to load In-Reply-To: <9C0091F428E697439E7A773FFD083427A92B22@szexchange.Shopzilla.inc> References: <9C0091F428E697439E7A773FFD083427A92AF3@szexchange.Shopzilla.inc> <20070307193434.GC25008@bestpractical.com> <9C0091F428E697439E7A773FFD083427A92B22@szexchange.Shopzilla.inc> Message-ID: On Mar 7, 2007, at 2:43 PM, Philip Kime wrote: > Well, it's not a huge problem - I suspect we'll concentrate on > getting a > version of DBIx::SearchBuilder to work with memcahced first ... If you > have an example of doing this with Jifty::DBI ( I think you did?), it > would be helpful to look at it. I looked at the latest version of this > on CPAN but didn't see any memcached API calls in there ... > It's an alternate backend for Jifty::DBI::Record (memcache instead of cache::simple::timedexpiry) > PK > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, March 07, 2007 11:35 AM > To: Philip Kime > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Longgggg ticket taking a while to load > > > > > On Thu, Mar 01, 2007 at 11:51:18PM -0800, Philip Kime wrote: >> We have one particular ticket at the moment which has about 175 >> transactions in it - lots of replies/comments etc. No binary >> stuff, no > >> attachments, just text and not that much text per transaction. But it >> takes nearly two minutes to load up. After loading, something is >> cached, either query and/or MASON stuff and it takes about 15 seconds >> to load until it gets cleared out of the cache. I wonder if there >> is a > >> DB index we might add for this? Anybobody else had this? RT 3.6.3 > > I have a sneaking suspicion that the issue is Text::Quoted's parsing. > But I'm not 100% sure. >> >> PK >> >> -- >> Philip Kime >> NOPS Systems Architect >> 310 401 0407 >> > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > -- > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From sholmes42 at mac.com Wed Mar 7 15:15:13 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Wed, 7 Mar 2007 15:15:13 -0500 Subject: [rt-users] Can't create new tickets, new problem Message-ID: <43be87180703071215v39c00cefk2458b79e0eb0692a@mail.gmail.com> My install of RT 3.6.1 (on Solaris 10, mysql 5.0.22) has been working very nicely for several months. We only have about 80 tickets, but we have been able to create tickets with no problems both in the web interface and via email. That is, until today. Now I get: *error:* Transactions not supported by database at /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm line 1668. *context:* *...* *1664:* sub begin_work { *1665:* my $dbh = shift; *1666:* return $dbh->set_err(1, "Already in a transaction") *1667:* unless $dbh->FETCH('AutoCommit'); *1668:* $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it *1669:* $dbh->STORE('BegunWork', 1); # trigger post commit/rollback action *1670:* return 1; *1671:* } *1672:* *...* *code stack:* /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm:1668 /opt/perlsite/lib/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm:720 /opt/rt3/lib/RT/Ticket_Overlay.pm:564 /opt/rt3/lib/RT/Interface/Web.pm:446 /opt/rt3/share/html/Ticket/Display.html:103 /opt/rt3/share/html/Ticket/Create.html:300 /opt/rt3/share/html/autohandler:279 when trying to create a ticket on the web. I get similar, but slightly different errors from an email attempt. I've searched the archives and the wiki but any mention of the keywords here are from 2002 or so. I checked the rt3.Transactions table on the mysql server it it is INNODB. Are there other tables to check? I haven't modified RT or the mysql server at all in many weeks. However, Solaris patches were applied last night. Unfortunately, I can't see anything has changed in the RT or the mysql install. And SearchBuilder is up to date according to CPAN. Appreciate any ideas of where to look. Thanks, Steve Holmes -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at pgtv.com Wed Mar 7 15:16:43 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Wed, 7 Mar 2007 14:16:43 -0600 Subject: [rt-users] Can't create new tickets, new problem In-Reply-To: <43be87180703071215v39c00cefk2458b79e0eb0692a@mail.gmail.com> Message-ID: Which Solaris patches were installed? Have you tried backing out of them? James Moseley "Steve Holmes" To Sent by: "RT Users" rt-users-bounces@ lists.bestpractic cc al.com Subject [rt-users] Can't create new 03/07/2007 02:15 tickets, new problem PM My install of RT 3.6.1 (on Solaris 10, mysql 5.0.22) has been working very nicely for several months. We only have about 80 tickets, but we have been able to create tickets with no problems both in the web interface and via email. That is, until today. Now I get: error: Transactions not supported by database at /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm line 1668. context: ... 1664: sub begin_work { 1665: my $dbh = shift; 1666: return $dbh->set_err(1, "Already in a transaction") 1667: unless $dbh->FETCH('AutoCommit'); 1668: $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it 1669: $dbh->STORE('BegunWork', 1); # trigger post commit/rollback action 1670: return 1; 1671: } 1672: ... code /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm:1668 stack: /opt/perlsite/lib/site_perl/5.8.7 /DBIx/SearchBuilder/Handle.pm:720 /opt/rt3/lib/RT/Ticket_Overlay.pm:564 /opt/rt3/lib/RT/Interface/Web.pm:446 /opt/rt3/share/html/Ticket/Display.html:103 /opt/rt3/share/html/Ticket/Create.html:300 /opt/rt3/share/html/autohandler:279 when trying to create a ticket on the web. I get similar, but slightly different errors from an email attempt. I've searched the archives and the wiki but any mention of the keywords here are from 2002 or so. I checked the rt3.Transactions table on the mysql server it it is INNODB. Are there other tables to check? I haven't modified RT or the mysql server at all in many weeks. However, Solaris patches were applied last night. Unfortunately, I can't see anything has changed in the RT or the mysql install. And SearchBuilder is up to date according to CPAN. Appreciate any ideas of where to look. Thanks, Steve Holmes _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From sholmes42 at mac.com Wed Mar 7 15:46:19 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Wed, 7 Mar 2007 15:46:19 -0500 Subject: [rt-users] Can't create new tickets, new problem In-Reply-To: References: <43be87180703071215v39c00cefk2458b79e0eb0692a@mail.gmail.com> Message-ID: <43be87180703071246u551df6a4wdbd17667b7cec37d@mail.gmail.com> James, It looks like 58 patches were applied on the RT server. I can list them for you if you like. No we have not tried to back any of them out. I'm not sure how to know which ones would be appropriate to backout. I'm about to start reading all of the READMEs for the patches to see if I can find anything that stands out. Thanks, Steve On 3/7/07, jmoseley at pgtv.com wrote: > > Which Solaris patches were installed? Have you tried backing out of them? > > > James Moseley > > > > > > "Steve Holmes" > m> To > Sent by: "RT Users" > rt-users-bounces@ > lists.bestpractic cc > al.com > Subject > [rt-users] Can't create new > 03/07/2007 02:15 tickets, new problem > PM > > > > > > > > > > My install of RT 3.6.1 (on Solaris 10, mysql 5.0.22) has been working very > nicely for several months. We only have about 80 tickets, but we have been > able to create tickets with no problems both in the web interface and via > email. That is, until today. Now I get: > > error: Transactions not supported by database at > /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm line 1668. > > context: > > ... > > 1664: > sub begin_work { > 1665: > my $dbh = shift; > 1666: > return $dbh->set_err(1, "Already in a transaction") > 1667: > unless $dbh->FETCH('AutoCommit'); > 1668: > $dbh->STORE('AutoCommit', 0); # will croak if driver > doesn't support it > 1669: > $dbh->STORE('BegunWork', 1); # trigger post > commit/rollback action > 1670: > return 1; > 1671: > } > 1672: > > ... > > > > code /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm:1668 > stack: /opt/perlsite/lib/site_perl/5.8.7 > /DBIx/SearchBuilder/Handle.pm:720 > /opt/rt3/lib/RT/Ticket_Overlay.pm:564 > /opt/rt3/lib/RT/Interface/Web.pm:446 > /opt/rt3/share/html/Ticket/Display.html:103 > /opt/rt3/share/html/Ticket/Create.html:300 > /opt/rt3/share/html/autohandler:279 > > > > > when trying to create a ticket on the web. I get similar, but slightly > different errors from an email attempt. I've searched the archives and the > wiki but any mention of the keywords here are from 2002 or so. > > I checked the rt3.Transactions table on the mysql server it it is INNODB. > Are there other tables to check? > > I haven't modified RT or the mysql server at all in many weeks. However, > Solaris patches were applied last night. Unfortunately, I can't see > anything has changed in the RT or the mysql install. And SearchBuilder is > up to date according to CPAN. > > Appreciate any ideas of where to look. > > Thanks, > Steve Holmes > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > -- I believe I found the missing link between animal and civilized man. It is us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989) We in America do not have government by the majority. We have government by the majority who participate. -Thomas Jefferson, third US president, architect and author (1743-1826) -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at pgtv.com Wed Mar 7 15:46:08 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Wed, 7 Mar 2007 14:46:08 -0600 Subject: [rt-users] Can't create new tickets, new problem In-Reply-To: <43be87180703071246u551df6a4wdbd17667b7cec37d@mail.gmail.com> Message-ID: I would look for perl or apache patches. Were these simply Solaris OS patches for security, or was this a jumbo patch which includes updates for other installed software. Problem with new versions of Solaris is that they come with Apache, Sendmail, Perl (I believe) - I wouldn't install any of that if possible... James Moseley "Steve Holmes" To Sent by: "jmoseley at pgtv.com" sholmes42 at gmail.c om cc "RT Users" , 03/07/2007 02:46 rt-users-bounces at lists.bestpractica PM l.com Subject Re: [rt-users] Can't create new tickets, new problem James, It looks like 58 patches were applied on the RT server. I can list them for you if you like. No we have not tried to back any of them out. I'm not sure how to know which ones would be appropriate to backout. I'm about to start reading all of the READMEs for the patches to see if I can find anything that stands out. Thanks, Steve On 3/7/07, jmoseley at pgtv.com wrote: Which Solaris patches were installed? Have you tried backing out of them? James Moseley "Steve Holmes" To Sent by: "RT Users" rt-users-bounces@ lists.bestpractic cc al.com Subject [rt-users] Can't create new 03/07/2007 02:15 tickets, new problem PM My install of RT 3.6.1 (on Solaris 10, mysql 5.0.22) has been working very nicely for several months. We only have about 80 tickets, but we have been able to create tickets with no problems both in the web interface and via email. That is, until today. Now I get: error: Transactions not supported by database at /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm line 1668. context: ... 1664: sub begin_work { 1665: my $dbh = shift; 1666: return $dbh->set_err(1, "Already in a transaction") 1667: unless $dbh->FETCH('AutoCommit'); 1668: $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it 1669: $dbh->STORE('BegunWork', 1); # trigger post commit/rollback action 1670: return 1; 1671: } 1672: ... code /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm:1668 stack: /opt/perlsite/lib/site_perl/5.8.7 /DBIx/SearchBuilder/Handle.pm:720 /opt/rt3/lib/RT/Ticket_Overlay.pm:564 /opt/rt3/lib/RT/Interface/Web.pm:446 /opt/rt3/share/html/Ticket/Display.html:103 /opt/rt3/share/html/Ticket/Create.html:300 /opt/rt3/share/html/autohandler:279 when trying to create a ticket on the web. I get similar, but slightly different errors from an email attempt. I've searched the archives and the wiki but any mention of the keywords here are from 2002 or so. I checked the rt3.Transactions table on the mysql server it it is INNODB. Are there other tables to check? I haven't modified RT or the mysql server at all in many weeks. However, Solaris patches were applied last night. Unfortunately, I can't see anything has changed in the RT or the mysql install. And SearchBuilder is up to date according to CPAN. Appreciate any ideas of where to look. Thanks, Steve Holmes _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- I believe I found the missing link between animal and civilized man. It is us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989) We in America do not have government by the majority. We have government by the majority who participate. -Thomas Jefferson, third US president, architect and author (1743-1826) From joe.casadonte at oracle.com Wed Mar 7 16:01:44 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 07 Mar 2007 16:01:44 -0500 Subject: [rt-users] 3.6.3 - Cleaning Sessions Message-ID: <45EF2838.1020801@oracle.com> I had it on my todo list to go and read: http://wiki.bestpractical.com/index.cgi?CleanupSessions and implement it on our site before it got out of hand. I first looked to see how many sessions I had, and I had none! SQL> select count(*) from sessions; COUNT(*) ---------- 0 SQL> select * from sessions; no rows selected Should I have sessions here? I have a ton of session files on disk -- is that where sessions are being cached, instead of the DB? If so, which is better? Is there a way to safely clear up old session files > XX days old? Thanks! -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From jesse at bestpractical.com Wed Mar 7 16:06:40 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Mar 2007 16:06:40 -0500 Subject: [rt-users] 3.6.3 - Cleaning Sessions In-Reply-To: <45EF2838.1020801@oracle.com> References: <45EF2838.1020801@oracle.com> Message-ID: On Mar 7, 2007, at 4:01 PM, Joe Casadonte wrote: > I had it on my todo list to go and read: > > http://wiki.bestpractical.com/index.cgi?CleanupSessions > > and implement it on our site before it got out of hand. I first > looked to see how many sessions I had, and I had none! > The default for RT on Oracle (which I presume you're running ;) is to store sessions on disk, due to some historical bugs in Apache::Session's oracle support. (Though I believe they're now resolved) -jesse > SQL> select count(*) from sessions; > > COUNT(*) > ---------- > 0 > > SQL> select * from sessions; > > no rows selected > > > Should I have sessions here? I have a ton of session files on disk > -- is that where sessions are being cached, instead of the DB? If > so, which is better? Is there a way to safely clear up old session > files > XX days old? > > Thanks! > > -- > Regards, > > > joe > Joe Casadonte > joe.casadonte at oracle.com > > ========== ========== > == The statements and opinions expressed here are my own and do not == > == necessarily represent those of Oracle Corporation. == > ========== ========== > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From sholmes42 at mac.com Wed Mar 7 16:11:49 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Wed, 7 Mar 2007 16:11:49 -0500 Subject: [rt-users] Can't create new tickets, new problem In-Reply-To: References: <43be87180703071246u551df6a4wdbd17667b7cec37d@mail.gmail.com> Message-ID: <43be87180703071311v7f30571fq4d18658160542a44@mail.gmail.com> These were just simple patches which had not been applied and included all the patches available. We don't use Sun's apache or perl and are careful not to for this very reason. (Ditto sendmail, but that isn't relevant to this issue). The other possibility is that the server might not have been rebooted, and therefore apache not restarted, since Christmas so some perl modules might have changed in the mean time, but not been loaded since they changed. I have to check that. Thanks, Steve. On 3/7/07, jmoseley at pgtv.com wrote: > > I would look for perl or apache patches. Were these simply Solaris OS > patches for security, or was this a jumbo patch which includes updates for > other installed software. Problem with new versions of Solaris is that > they come with Apache, Sendmail, Perl (I believe) - I wouldn't install any > of that if possible... > > > James Moseley > > > > > > "Steve Holmes" > m> To > Sent by: "jmoseley at pgtv.com" > sholmes42 at gmail.c > om cc > "RT Users" > , > 03/07/2007 02:46 rt-users-bounces at lists.bestpractica > PM l.com > Subject > Re: [rt-users] Can't create new > tickets, new problem > > > > > > > > > > > James, > > It looks like 58 patches were applied on the RT server. I can list them > for > you if you like. No we have not tried to back any of them out. > > I'm not sure how to know which ones would be appropriate to backout. I'm > about to start reading all of the READMEs for the patches to see if I can > find anything that stands out. > > Thanks, > Steve > > On 3/7/07, jmoseley at pgtv.com wrote: > Which Solaris patches were installed? Have you tried backing out of > them? > > > James Moseley > > > > > > "Steve Holmes" > m> > To > Sent by: "RT Users" > rt-users-bounces@ > > lists.bestpractic > cc > al.com > > Subject > [rt-users] Can't create new > 03/07/2007 02:15 tickets, new problem > PM > > > > > > > > > > My install of RT 3.6.1 (on Solaris 10, mysql 5.0.22) has been working > very > nicely for several months. We only have about 80 tickets, but we have > been > able to create tickets with no problems both in the web interface and > via > email. That is, until today. Now I get: > > error: Transactions not supported by database at > /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm line > 1668. > > context: > > ... > > 1664: > sub begin_work { > 1665: > my $dbh = shift; > 1666: > return $dbh->set_err(1, "Already in a > transaction") > > 1667: > unless $dbh->FETCH('AutoCommit'); > 1668: > $dbh->STORE('AutoCommit', 0); # will croak if > driver > doesn't support it > 1669: > $dbh->STORE('BegunWork', 1); # trigger post > commit/rollback action > 1670: > return 1; > 1671: > } > 1672: > > ... > > > > code /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm:1668 > stack: /opt/perlsite/lib/site_perl/5.8.7 > /DBIx/SearchBuilder/Handle.pm:720 > /opt/rt3/lib/RT/Ticket_Overlay.pm:564 > /opt/rt3/lib/RT/Interface/Web.pm:446 > /opt/rt3/share/html/Ticket/Display.html:103 > /opt/rt3/share/html/Ticket/Create.html:300 > /opt/rt3/share/html/autohandler:279 > > > > > when trying to create a ticket on the web. I get similar, but slightly > different errors from an email attempt. I've searched the archives and > the > wiki but any mention of the keywords here are from 2002 or so. > > I checked the rt3.Transactions table on the mysql server it it is > INNODB. > Are there other tables to check? > > I haven't modified RT or the mysql server at all in many weeks. However, > Solaris patches were applied last night. Unfortunately, I can't see > anything has changed in the RT or the mysql install. And SearchBuilder > is > up to date according to CPAN. > > Appreciate any ideas of where to look. > > Thanks, > Steve Holmes > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From adavid at relnet.hu Wed Mar 7 16:25:47 2007 From: adavid at relnet.hu (=?iso-8859-1?Q?D=C1VID_Andr=E1s?=) Date: Wed, 7 Mar 2007 22:25:47 +0100 Subject: [rt-users] init_connect='SET NAMES utf8' stops RT functioning References: <20070307205135.EFBA84D8233@diesel.bestpractical.com> Message-ID: <001501c760ff$2bf9b2e0$0203a8c0@scenic> Hi All, I am trying to import and export data with phpMyAdmin. When I look into the database, I can see garbage instead of the accented characters - however on the RT WebUI everything is OK. If I try the following in /etc/my.cnf: default-character-set=utf8 character-set-server=utf8 default-collation=utf8_unicode_ci Nothing happens. But if I try: init_connect='SET NAMES utf8' then RT simply stops the normal functions, I cannot login normally, etc. 1. Basically I cannot figure out what it the character encoding used by RT default to store data in MySQL. (Export and Import functions are just providing garbage independently what Character set I am trying.) 2. Is it make sense to try to use utf8 everywhere, or it makes more headache? Thanks in advance. BR A. From taylor.andrew.j at gmail.com Wed Mar 7 16:33:41 2007 From: taylor.andrew.j at gmail.com (Drew Taylor) Date: Wed, 7 Mar 2007 15:33:41 -0600 Subject: [rt-users] Adding custom Group Rights Message-ID: Hi all, I'm in need of adding some new Rights to custom Groups. I know it can be done because there are some existing rights in our app. :-) I've searched the wiki to no avail. To be specific, this is on the Configuration > Groups > $name > Group Rights screen. Can anyone point me in the right direction? We're running a heavily customized RT 3.2.1 (yes, I know it's old!) with perl 5.8, mysql (innodb), and mod_perl 1.29. Thanks, Drew -- ---------------------------------------------------------------- Drew Taylor * Web development & consulting Email: drew at drewtaylor.com * Site implementation & hosting Web : www.drewtaylor.com * perl/mod_perl/DBI/mysql/postgres ---------------------------------------------------------------- From davel at uchicago.edu Wed Mar 7 16:23:46 2007 From: davel at uchicago.edu (David Langenberg) Date: Wed, 7 Mar 2007 15:23:46 -0600 (CST) Subject: [rt-users] How can I deligate AdminQueue responsibility Message-ID: <12807279.1281173302626074.JavaMail.root@zimbra.uchicago.edu> Hello, Rt Version: 3.6.1 I've created several queues, put users into groups and given the groups permissions to Administer the queues. However, I can't seem to figure out how to get to the queue administration/configuration area when logged in as a non-superuser who has permissions to Administer the queue. If I point my browser to http://rtmachine/Admin I just get a simple message showing me the time it took to display the blank page. Any suggestions would be greatly appreciated. Thanks Dave -- *********************************************************** David Langenberg Network Based Services The University of Chicago *********************************************************** From joe.casadonte at oracle.com Wed Mar 7 16:59:42 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 07 Mar 2007 16:59:42 -0500 Subject: [rt-users] Adding custom Group Rights In-Reply-To: References: Message-ID: <45EF35CE.6030409@oracle.com> On 3/7/2007 4:33 PM, Drew Taylor wrote: > Can anyone point me in the right direction? We're running a heavily > customized RT 3.2.1 (yes, I know it's old!) with perl 5.8, mysql > (innodb), and mod_perl 1.29. Not sure if it applies to something that old, but the RT Essentials book would direct you to the Group_Local.pm file (e.g. /opt/rt3/local/lib/RT/Group_Local.pm). -- Regards, joe ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | Joe Casadonte | joe.casadonte at oracle.com | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Suite 300 | | 610-491-3315 | King of Prussia, PA 19406 | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From joe.casadonte at oracle.com Wed Mar 7 17:02:38 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 07 Mar 2007 17:02:38 -0500 Subject: [rt-users] Adding custom Group Rights In-Reply-To: <45EF35CE.6030409@oracle.com> References: <45EF35CE.6030409@oracle.com> Message-ID: <45EF367E.4020709@oracle.com> On 3/7/2007 4:59 PM, Joe Casadonte wrote: > Not sure if it applies to something that old, but the RT Essentials book > would direct you to the Group_Local.pm file (e.g. > /opt/rt3/local/lib/RT/Group_Local.pm). See also: http://lists.bestpractical.com/pipermail/rt-users/2006-June/040164.html -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From KFCrocker at lbl.gov Wed Mar 7 17:34:49 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 07 Mar 2007 14:34:49 -0800 Subject: [rt-users] How can I deligate AdminQueue responsibility In-Reply-To: <12807279.1281173302626074.JavaMail.root@zimbra.uchicago.edu> References: <12807279.1281173302626074.JavaMail.root@zimbra.uchicago.edu> Message-ID: <45EF3E09.9020508@lbl.gov> David, First of all, unless you are a SuperUser or are in a group with Global SuperUser rights, you must grant the "ShowConfigTab" privilege to the group you want to have this ability (signon as "root" or under your superuser id and grant those rights under Config->Global->Group Rights). We have an Admin Group setup with that right, as well as "SeeGroup", "ShowScrips", and "ShowTemplate". We do not normally want regular users to be looking at our scrips or templates (gets them confused and it's a lot easier by keeping it simple). In addition to that, we grant certain rights to the AdminCc watcher of each Queue which basically sets that person up as the Administrator of that particular Queue. We keep the Global rights for roles at a minimum and let the "Queue Administrators" set up the privileges they want their particular user groups to have. This keeps members of the 1 Queue Admin Group from messing around in someone else's Queue. Hope this helps. Kenn LBNL David Langenberg wrote: > Hello, > > Rt Version: 3.6.1 > > I've created several queues, put users into groups and given the groups permissions to Administer the queues. However, I can't seem to figure out how to get to the queue administration/configuration area when logged in as a non-superuser who has permissions to Administer the queue. If I point my browser to http://rtmachine/Admin I just get a simple message showing me the time it took to display the blank page. > > Any suggestions would be greatly appreciated. > > Thanks > > Dave > From vadud3 at gmail.com Wed Mar 7 20:39:30 2007 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 7 Mar 2007 20:39:30 -0500 Subject: [rt-users] List of updated tickets In-Reply-To: <589c94400703051126l4deca75w20eb6d3c88714076@mail.gmail.com> References: <589c94400703051126l4deca75w20eb6d3c88714076@mail.gmail.com> Message-ID: On 3/5/07, Ruslan Zakirov wrote: > Try next tSQL: "LastUpdated > '-1 hour' ". Excellent! Is there a way to get it using any RT tool? > > On 3/4/07, Asif Iqbal wrote: > > How do I get the list of tickets, as a cronjob report, that has been > > updated or created since last hour? > > > > > > -- > > Asif Iqbal > > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > Best regards, Ruslan. > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From ruslan.zakirov at gmail.com Wed Mar 7 20:52:29 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 8 Mar 2007 04:52:29 +0300 Subject: [rt-users] List of updated tickets In-Reply-To: References: <589c94400703051126l4deca75w20eb6d3c88714076@mail.gmail.com> Message-ID: <589c94400703071752h51351ae7p892c401882de37eb@mail.gmail.com> On 3/8/07, Asif Iqbal wrote: > On 3/5/07, Ruslan Zakirov wrote: > > Try next tSQL: "LastUpdated > '-1 hour' ". > > Excellent! > > Is there a way to get it using any RT tool? As far as I know all RT tools should support it, you can use it in WebUI, CLI, crontool and all other tools that allows you to define search condition using "ticket sql". If you're talking about custom code, then RT::Tickets::FromSQL method takes "ticket sql" as input and applies conditions in the string to the collection. > > > > > On 3/4/07, Asif Iqbal wrote: > > > How do I get the list of tickets, as a cronjob report, that has been > > > updated or created since last hour? > > > > > > > > > -- > > > Asif Iqbal > > > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > -- > > Best regards, Ruslan. > > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > -- Best regards, Ruslan. From joe.casadonte at oracle.com Wed Mar 7 21:58:52 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 07 Mar 2007 21:58:52 -0500 Subject: [rt-users] Quick and dirty Maintenance Mode Message-ID: <45EF7BEC.8070805@oracle.com> Here's a quick and dirty Maintenance Mode. If you need to take the site down for any length of time (to back up the database, for example) this lets you block access to the site without needing to bring the site down or clear out the Mason cache. And it's as simple to unblock the site, too. When the new code is in place, you can place the site into maintenance mode simply by creating a file called ".maintenance" in the root of the RT install: # touch /opt/rt3/.maintenance and taking it out of maintenance mode is as simple as removing the file: # rm /opt/rt3/.maintenance The effect is instantaneous in both cases. See the wiki page for more details: http://wiki.bestpractical.com/index.cgi?MaintenanceMode Enjoy! -- 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 theillien at yahoo.com Thu Mar 8 00:43:13 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 08 Mar 2007 00:43:13 -0500 Subject: [rt-users] Tickets based on custom field value Message-ID: <45EFA271.70001@yahoo.com> How do I pull a list of tickets which are labeled with a specific custom field value. I see in Tickets_Overlay that there is a LimitCustomField but that looks like it looks for tickets labeled with a custom field and not necessarily a specific value within the custom field. Is this correct or will this do what I need? Mathew From theillien at yahoo.com Thu Mar 8 02:31:41 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 08 Mar 2007 02:31:41 -0500 Subject: [rt-users] Tickets based on custom field value In-Reply-To: <45EFA271.70001@yahoo.com> References: <45EFA271.70001@yahoo.com> Message-ID: <45EFBBDD.8090908@yahoo.com> When building an object is it possible to use the same attribute twice? For instance is this valid: $tickets->LimitStatus( VALUE => 'open', VALUE => 'resolved' ); Or do I need to create two objects with different attributes? Mathew Mathew Snyder wrote: > How do I pull a list of tickets which are labeled with a specific custom field > value. I see in Tickets_Overlay that there is a LimitCustomField but that looks > like it looks for tickets labeled with a custom field and not necessarily a > specific value within the custom field. Is this correct or will this do what I > need? > > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ruslan.zakirov at gmail.com Thu Mar 8 03:08:11 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 8 Mar 2007 11:08:11 +0300 Subject: [rt-users] Tickets based on custom field value In-Reply-To: <45EFBBDD.8090908@yahoo.com> References: <45EFA271.70001@yahoo.com> <45EFBBDD.8090908@yahoo.com> Message-ID: <589c94400703080008s2dbba859w4f611412f10dd0dd@mail.gmail.com> Easier way is to use FromSQL method and pass a string that has all conditions you need, something like: $tickets->FromSQL("(Status = 'open' OR Status = 'resolved') AND 'CF.{MyCF}' = 'qwe'"). On 3/8/07, Mathew Snyder wrote: > When building an object is it possible to use the same attribute twice? For > instance is this valid: > > $tickets->LimitStatus( > VALUE => 'open', > VALUE => 'resolved' > ); > > Or do I need to create two objects with different attributes? > > Mathew > > Mathew Snyder wrote: > > How do I pull a list of tickets which are labeled with a specific custom field > > value. I see in Tickets_Overlay that there is a LimitCustomField but that looks > > like it looks for tickets labeled with a custom field and not necessarily a > > specific value within the custom field. Is this correct or will this do what I > > need? > > > > Mathew > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From theillien at yahoo.com Thu Mar 8 03:22:09 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 08 Mar 2007 03:22:09 -0500 Subject: [rt-users] Tickets based on custom field value In-Reply-To: <589c94400703080008s2dbba859w4f611412f10dd0dd@mail.gmail.com> References: <45EFA271.70001@yahoo.com> <45EFBBDD.8090908@yahoo.com> <589c94400703080008s2dbba859w4f611412f10dd0dd@mail.gmail.com> Message-ID: <45EFC7B1.9030803@yahoo.com> Does the FromSQL method work for all object types or just tickets? Mathew Ruslan Zakirov wrote: > Easier way is to use FromSQL method and pass a string that has all > conditions you need, something like: > $tickets->FromSQL("(Status = 'open' OR Status = 'resolved') AND > 'CF.{MyCF}' = 'qwe'"). > > On 3/8/07, Mathew Snyder wrote: >> When building an object is it possible to use the same attribute >> twice? For >> instance is this valid: >> >> $tickets->LimitStatus( >> VALUE => 'open', >> VALUE => 'resolved' >> ); >> >> Or do I need to create two objects with different attributes? >> >> Mathew >> >> Mathew Snyder wrote: >> > How do I pull a list of tickets which are labeled with a specific >> custom field >> > value. I see in Tickets_Overlay that there is a LimitCustomField >> but that looks >> > like it looks for tickets labeled with a custom field and not >> necessarily a >> > specific value within the custom field. Is this correct or will >> this do what I >> > need? >> > >> > Mathew >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales at bestpractical.com >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > From theillien at yahoo.com Thu Mar 8 03:36:58 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 08 Mar 2007 03:36:58 -0500 Subject: [rt-users] Tickets based on custom field value In-Reply-To: <45EFC7B1.9030803@yahoo.com> References: <45EFA271.70001@yahoo.com> <45EFBBDD.8090908@yahoo.com> <589c94400703080008s2dbba859w4f611412f10dd0dd@mail.gmail.com> <45EFC7B1.9030803@yahoo.com> Message-ID: <45EFCB2A.4010409@yahoo.com> Also, does the FromSQL method support all SQL statements to include joins? Mathew Mathew Snyder wrote: > Does the FromSQL method work for all object types or just tickets? > > Mathew > > Ruslan Zakirov wrote: >> Easier way is to use FromSQL method and pass a string that has all >> conditions you need, something like: >> $tickets->FromSQL("(Status = 'open' OR Status = 'resolved') AND >> 'CF.{MyCF}' = 'qwe'"). >> >> On 3/8/07, Mathew Snyder wrote: >>> When building an object is it possible to use the same attribute >>> twice? For >>> instance is this valid: >>> >>> $tickets->LimitStatus( >>> VALUE => 'open', >>> VALUE => 'resolved' >>> ); >>> >>> Or do I need to create two objects with different attributes? >>> >>> Mathew >>> >>> Mathew Snyder wrote: >>>> How do I pull a list of tickets which are labeled with a specific >>> custom field >>>> value. I see in Tickets_Overlay that there is a LimitCustomField >>> but that looks >>>> like it looks for tickets labeled with a custom field and not >>> necessarily a >>>> specific value within the custom field. Is this correct or will >>> this do what I >>>> need? >>>> >>>> Mathew >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>>> Buy a copy at http://rtbook.bestpractical.com >>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From geek+rt at cmu.edu Thu Mar 8 03:50:35 2007 From: geek+rt at cmu.edu (Brian Gallew) Date: Thu, 08 Mar 2007 11:50:35 +0300 Subject: [rt-users] Attachments and unhappiness Message-ID: <45EFCE5B.7090900@cmu.edu> So, I've figured out the attachment issue: not only much the attachments table default to the latin1 charset, but your CONNECTION must also be in latin1 mode. In my environment, the mysql (5.0.24a) server (on another host) defaults everything to utf8, while the RT installation is using mysql-4.0.25, which completely fails to set the connection type based on the contents of /etc/my.cnf. I was able to fix the problem by applying the patch at the end. --- RT.pm.orig 2007-03-08 11:49:10.000000000 +0300 +++ RT.pm 2007-03-08 11:38:54.000000000 +0300 @@ -203,6 +203,7 @@ $Handle = RT::Handle->new(); } $Handle->Connect(); + $Handle->SimpleQuery("SET NAMES 'latin1'"); } =head2 InitLogging From joe.casadonte at oracle.com Thu Mar 8 08:14:10 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Thu, 08 Mar 2007 08:14:10 -0500 Subject: [rt-users] 3.6.3 - Cleaning Sessions In-Reply-To: References: <45EF2838.1020801@oracle.com> Message-ID: <45F00C22.9010903@oracle.com> On 3/7/2007 4:06 PM, Jesse Vincent wrote: > The default for RT on Oracle (which I presume you're running ;) I had this running initially with MySQL but the second time I started it up, the hard drive started spinning faster and faster and the heads rose up and then plunged into the disks, spewing magnetic grey matter all over the interior of the box. At the same time, red lights started flashing in the server room and blast doors fell, locking me in. A camera descended from the ceiling and started panning across the room, searching. I hid under the desk, whimpering..... > is to > store sessions on disk, due to some historical bugs in Apache::Session's > oracle support. (Though I believe they're now resolved) Can I simply delete old files? If I have persistent sessions enabled via cookies for, say, two weeks, could I simply and safely delete all session files older than 15 days? -- 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 rakxzo at gmail.com Thu Mar 8 08:36:15 2007 From: rakxzo at gmail.com (Oscar Gonzalez) Date: Thu, 08 Mar 2007 05:36:15 -0800 Subject: [rt-users] unitialized value in pattern match - Error Message-ID: <45F0114F.7020000@gmail.com> Hello, Thanks for your previous help, I hope you can take a minute to look at this and help me out as well. When I click certain places in RT (3.6.3), I see this in my apache error log: [Wed Mar 07 08:00:41 2007] [error] [client 192.168.100.40] FastCGI: server "/usr/local/rt.phs-hdpr/bin/mason_handler.fcgi" stderr: Use of uninitialized value in pattern match (m//) at /usr/local/rt.phs-hdpr/lib/RT/Interface/Web.pm line 1637, line 1662., referer: http://phs-hdpr.webreachinc.com/Search/Build.html The only problem I see with the system (besides the error in the log) is that the "^" "v" "<" and ">" don't show up in the ticket query page. The error above happens when clicking in different places throughout the system, but it always happens when you click on "Tickets" to begin a new ticket search. thank you Oscar From jesse at bestpractical.com Thu Mar 8 10:18:24 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Mar 2007 10:18:24 -0500 Subject: [rt-users] 3.6.3 - Cleaning Sessions In-Reply-To: <45F00C22.9010903@oracle.com> References: <45EF2838.1020801@oracle.com> <45F00C22.9010903@oracle.com> Message-ID: <20070308151822.GK25008@bestpractical.com> > > is to > >store sessions on disk, due to some historical bugs in Apache::Session's > >oracle support. (Though I believe they're now resolved) > > Can I simply delete old files? If I have persistent sessions enabled > via cookies for, say, two weeks, could I simply and safely delete all > session files older than 15 days? 100% ok. From huston at astro.princeton.edu Thu Mar 8 12:28:07 2007 From: huston at astro.princeton.edu (Steve Huston) Date: Thu, 08 Mar 2007 12:28:07 -0500 Subject: [rt-users] Duplicate updates Message-ID: <45F047A7.1070804@astro.princeton.edu> I've just upgraded our RT system from 3.0.2 to 3.6.3, and found something that keeps coming up and making a problem. If I click on "resolve" to close a ticket for example, even if I enter no comments it will show in the history that a comment was added. What's worse, if I do add a comment it'll show up twice - including the "time worked" field being applied twice! Even if I just click "resolve" and then back out of the page, having done nothing to the contents of the resolve page, it will still show that there was a comment added, when nothing was done at all. To see an example: http://www.astro.princeton.edu/~huston/rt.png (the two comments, at 17:47:00 and 17:47:07 are identical). I don't even remember what I did at 17:47:[42,52] which caused the second set of comments to show up. While I say I "upgraded" from 3.0.2 to 3.6.3, it was not a standard upgrade like you may think. The entire machine was upgraded from RH8 to Fedora 6; the upgrade on RT was done by copying off the config and dumping the database, then restoring the database on the new install of the machine and recreating the config file. So I know there's no old scripts or files laying around that could be causing this. -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From jesse at bestpractical.com Thu Mar 8 12:31:19 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Mar 2007 12:31:19 -0500 Subject: [rt-users] Duplicate updates In-Reply-To: <45F047A7.1070804@astro.princeton.edu> References: <45F047A7.1070804@astro.princeton.edu> Message-ID: <20070308173119.GO25008@bestpractical.com> On Thu, Mar 08, 2007 at 12:28:07PM -0500, Steve Huston wrote: > I've just upgraded our RT system from 3.0.2 to 3.6.3, and found > something that keeps coming up and making a problem. If I click on > "resolve" to close a ticket for example, even if I enter no comments it > will show in the history that a comment was added. What's worse, if I > do add a comment it'll show up twice - including the "time worked" field > being applied twice! > > Even if I just click "resolve" and then back out of the page, having > done nothing to the contents of the resolve page, it will still show > that there was a comment added, when nothing was done at all. You're running on a mysql without innodb is my guess. > > To see an example: http://www.astro.princeton.edu/~huston/rt.png (the > two comments, at 17:47:00 and 17:47:07 are identical). I don't even > remember what I did at 17:47:[42,52] which caused the second set of > comments to show up. > > While I say I "upgraded" from 3.0.2 to 3.6.3, it was not a standard > upgrade like you may think. The entire machine was upgraded from RH8 to > Fedora 6; the upgrade on RT was done by copying off the config and > dumping the database, then restoring the database on the new install of > the machine and recreating the config file. So I know there's no old > scripts or files laying around that could be causing this. > > -- > Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences > Princeton University | ICBM Address: 40.346525 -74.651285 > 126 Peyton Hall |"On my ship, the Rocinante, wheeling through > Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, > (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-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 huston at astro.princeton.edu Thu Mar 8 12:38:33 2007 From: huston at astro.princeton.edu (Steve Huston) Date: Thu, 08 Mar 2007 12:38:33 -0500 Subject: [rt-users] Duplicate updates In-Reply-To: <20070308173119.GO25008@bestpractical.com> References: <45F047A7.1070804@astro.princeton.edu> <20070308173119.GO25008@bestpractical.com> Message-ID: <45F04A19.8030804@astro.princeton.edu> On 03/08/2007 12:31 PM, Jesse Vincent wrote: >> Even if I just click "resolve" and then back out of the page, having >> done nothing to the contents of the resolve page, it will still show >> that there was a comment added, when nothing was done at all. > You're running on a mysql without innodb is my guess. Yes, I am running mysql; innodb, I have no idea (I do so little with SQL here, I just had to google it). I do see that the mysql-server package includes a /usr/bin/innochecksum... Any more hints? An "rtfm" is sufficient, if it includes a link to the FM :> Thanks! -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From jesse at bestpractical.com Thu Mar 8 12:41:38 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Mar 2007 12:41:38 -0500 Subject: [rt-users] Duplicate updates In-Reply-To: <45F04A19.8030804@astro.princeton.edu> References: <45F047A7.1070804@astro.princeton.edu> <20070308173119.GO25008@bestpractical.com> <45F04A19.8030804@astro.princeton.edu> Message-ID: <8DFEC719-C3CE-4FC7-9BDE-8179A22DD90F@bestpractical.com> On Mar 8, 2007, at 12:38 PM, Steve Huston wrote: > On 03/08/2007 12:31 PM, Jesse Vincent wrote: >>> Even if I just click "resolve" and then back out of the page, having >>> done nothing to the contents of the resolve page, it will still show >>> that there was a comment added, when nothing was done at all. >> You're running on a mysql without innodb is my guess. > > Yes, I am running mysql; innodb, I have no idea (I do so little > with SQL > here, I just had to google it). I do see that the mysql-server > package > includes a /usr/bin/innochecksum... This usually means your tables are myisam and transactions aren't being handled correctly. you may need to explcitly convert your tables to innodb > Any more hints? An "rtfm" is sufficient, if it includes a link to > the FM :> > > Thanks! > > -- > Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences > Princeton University | ICBM Address: 40.346525 -74.651285 > 126 Peyton Hall |"On my ship, the Rocinante, wheeling through > Princeton, NJ 08544 | the galaxies; headed for the heart of > Cygnus, > (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-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 > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From alexander.krieg at desy.de Thu Mar 8 12:34:39 2007 From: alexander.krieg at desy.de (Krieg, Alexander) Date: Thu, 08 Mar 2007 18:34:39 +0100 Subject: [rt-users] Perl API Help for group rights and queue rights In-Reply-To: <200701291153.45203.garry.williams@cbeyond.net> References: <45BE1594.7040406@uiuc.edu> <20070129154951.GF25008@bestpractical.com> <45BE19E6.6090000@uiuc.edu> <200701291153.45203.garry.williams@cbeyond.net> Message-ID: <45F0492F.9060606@desy.de> Hi everybody, i already realised to create create queues and groups via the API, that works all fine. Where i hang at the moment is the right management. I guess i can set rights for groups over something like my $group = RT::Group->new($RT::SystemUser); $group->LoadUserDefinedGroup('my group name'); $group->SetPrincipal('?'); and than to set the right i want for this group and the same for a queue. But how to tell RT that for example in my Queue 'testqueue' the group 'testgroup' has the right to EditSafedSearches. Wow to do this in the API and how does RT organises this, i can understand how a group or a queue can get rights but the connection between both is a bit buffling to me at the moment, even i guess everything runs over ACL and Principals table. Could anybody help me a bit out here. Best Regards Alexander Krieg -- ------------------------------------------------------------------------- Alexander Krieg / IT-Benutzerservice / www.desy.de / Tel.+49-40-89983219 Deutsches Elektronen-Synchrotron DESY / Notkestr. 85 / D-22603 Hamburg From huston at astro.princeton.edu Thu Mar 8 13:19:46 2007 From: huston at astro.princeton.edu (Steve Huston) Date: Thu, 08 Mar 2007 13:19:46 -0500 Subject: [rt-users] Duplicate updates In-Reply-To: <8DFEC719-C3CE-4FC7-9BDE-8179A22DD90F@bestpractical.com> References: <45F047A7.1070804@astro.princeton.edu> <20070308173119.GO25008@bestpractical.com> <45F04A19.8030804@astro.princeton.edu> <8DFEC719-C3CE-4FC7-9BDE-8179A22DD90F@bestpractical.com> Message-ID: <45F053C2.8020504@astro.princeton.edu> On 03/08/2007 12:41 PM, Jesse Vincent wrote: > This usually means your tables are myisam and transactions aren't being > handled correctly. you may need to explcitly convert your tables to innodb That was it. Did the conversion, and it looks like the problem is gone. Thank you very much! -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From Jacob at buschs.com Thu Mar 8 13:23:59 2007 From: Jacob at buschs.com (Jacob Helwig) Date: Thu, 8 Mar 2007 13:23:59 -0500 Subject: [rt-users] Searching by ticket transaction custom fields. Message-ID: Oh, great, and all-knowing RT Users community: I have a custom field that applies to ticket transactions. I'd like to search for any/all tickets that have a value set for this field, in any of their transactions. I seem to be overlooking something, since I can't seem to find how to search based on transaction custom fields, and my Googling thus far, has turned up nothing. Is this possible? Am I blind? -- Jacob Helwig PC Technician Busch's Help Desk Desk: x35221 Direct: 734-214-8221 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tobias at formelheinz.de Thu Mar 8 15:12:51 2007 From: tobias at formelheinz.de (Tobias Heinz) Date: Thu, 08 Mar 2007 21:12:51 +0100 Subject: [rt-users] Searching by ticket transaction custom fields. In-Reply-To: References: Message-ID: <45F06E43.3030500@formelheinz.de> Dear Jacob, i am working on the same problem for the best of the past few days. It appears to be impossible. The Transaction_Overlay.pm has the definition for CustomFieldValues but ->Content never returns anything or fails. To me it seems as if transaction level content fields can not be used anywhere. I am now trying to get the values directly from the database and to build this into a customisation of scrips and/or template. I don't know if this is the right way to do this but if I get this cruel hack to work, I will share this with you. Bestest Tobias Jacob Helwig schrieb: > > Oh, great, and all-knowing RT Users community: > > > > I have a custom field that applies to ticket transactions. I?d like > to search for any/all tickets that have a value set for this field, in > any of their transactions. I seem to be overlooking something, since > I can?t seem to find how to search based on transaction custom fields, > and my Googling thus far, has turned up nothing. Is this possible? > Am I blind? > > > > -- > > Jacob Helwig > > PC Technician > > Busch's Help Desk > > Desk: x35221 > > Direct: 734-214-8221 > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3253 bytes Desc: S/MIME Cryptographic Signature URL: From huston at astro.princeton.edu Thu Mar 8 16:44:01 2007 From: huston at astro.princeton.edu (Steve Huston) Date: Thu, 08 Mar 2007 16:44:01 -0500 Subject: [rt-users] Self Service > SQL lockup Message-ID: <45F083A1.1020207@astro.princeton.edu> In expanding our RT install to do other things, I've set it to accept external auth (which Apache does against LDAP) and autocreate users (Yes, there's the LDAP overlays which do a better job - I may look at them shortly for other reasons). I'm thinking I'll have to mass-change usernames since currently they're all email addresses, but in this one case I've worked around that. I've got a test user, and their email address and username are correct in RT. If I give them privileges, they can login to RT just fine. If I take those privs away, but they still are allowed to "access RT", they should get the self-service page. And I do get the beginning of it - then mysqld shoots to 100% CPU and does nothing interesting. If I kill that thread in phpMyAdmin, the page for the testuser looks normal, just reports no tickets. Any ideas on this one? I don't want to have to turn on the "let this user be granted rights" option for all the people I'll want to have access, but so far that's looking like the only way to fix this. Running mysql-server-5.0.27-1.fc6, rt3-3.6.3-1.fc6. I've also set the mysqld options "optimizer_prune_level=0" and "optimizer_search_depth=5" but they don't seem to have helped much at all. And to be honest, I don't know if they would have :P -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From jesse at bestpractical.com Thu Mar 8 16:46:54 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Mar 2007 16:46:54 -0500 Subject: [rt-users] Self Service > SQL lockup In-Reply-To: <45F083A1.1020207@astro.princeton.edu> References: <45F083A1.1020207@astro.princeton.edu> Message-ID: <20070308214654.GS25008@bestpractical.com> On Thu, Mar 08, 2007 at 04:44:01PM -0500, Steve Huston wrote: > In expanding our RT install to do other things, I've set it to accept > external auth (which Apache does against LDAP) and autocreate users > (Yes, there's the LDAP overlays which do a better job - I may look at > them shortly for other reasons). I'm thinking I'll have to mass-change > usernames since currently they're all email addresses, but in this one > case I've worked around that. > > I've got a test user, and their email address and username are correct > in RT. If I give them privileges, they can login to RT just fine. If I > take those privs away, but they still are allowed to "access RT", they > should get the self-service page. And I do get the beginning of it - > then mysqld shoots to 100% CPU and does nothing interesting. If I kill > that thread in phpMyAdmin, the page for the testuser looks normal, just > reports no tickets. Ruslan posted a patch a few weeks ago against 3.6.3. We'll be rolling that out in 3.6.4 Best, Jesse > > Any ideas on this one? I don't want to have to turn on the "let this > user be granted rights" option for all the people I'll want to have > access, but so far that's looking like the only way to fix this. > Running mysql-server-5.0.27-1.fc6, rt3-3.6.3-1.fc6. I've also set the > mysqld options "optimizer_prune_level=0" and "optimizer_search_depth=5" > but they don't seem to have helped much at all. And to be honest, I > don't know if they would have :P > > -- > Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences > Princeton University | ICBM Address: 40.346525 -74.651285 > 126 Peyton Hall |"On my ship, the Rocinante, wheeling through > Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, > (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-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 huston at astro.princeton.edu Thu Mar 8 17:03:07 2007 From: huston at astro.princeton.edu (Steve Huston) Date: Thu, 08 Mar 2007 17:03:07 -0500 Subject: [rt-users] Self Service > SQL lockup In-Reply-To: <20070308214654.GS25008@bestpractical.com> References: <45F083A1.1020207@astro.princeton.edu> <20070308214654.GS25008@bestpractical.com> Message-ID: <45F0881B.9050001@astro.princeton.edu> On 03/08/2007 04:46 PM, Jesse Vincent wrote: > Ruslan posted a patch a few weeks ago against 3.6.3. We'll be rolling > that out in 3.6.4 I looked through the archives but didn't find it - can you point me to it somewhere? Or will 3.6.4 be out soon enough that it'd be better to just wait for that? Thanks again! -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From huston at astro.princeton.edu Thu Mar 8 17:58:10 2007 From: huston at astro.princeton.edu (Steve Huston) Date: Thu, 08 Mar 2007 17:58:10 -0500 Subject: [rt-users] Self Service > SQL lockup In-Reply-To: <45F0881B.9050001@astro.princeton.edu> References: <45F083A1.1020207@astro.princeton.edu> <20070308214654.GS25008@bestpractical.com> <45F0881B.9050001@astro.princeton.edu> Message-ID: <45F09502.1090009@astro.princeton.edu> On 03/08/2007 05:03 PM, Steve Huston wrote: > I looked through the archives but didn't find it - can you point me to > it somewhere? Or will 3.6.4 be out soon enough that it'd be better to > just wait for that? Need to clean my glasses. Didn't look hard enough: http://www.gossamer-threads.com/lists/rt/users/62561 Thanks! -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From bbuesker at qualcomm.com Thu Mar 8 22:56:24 2007 From: bbuesker at qualcomm.com (Brian Buesker) Date: Thu, 08 Mar 2007 19:56:24 -0800 Subject: [rt-users] Sorting by priority and custom field gives number of results but not actual results Message-ID: <45F0DAE8.2010908@qualcomm.com> I have an RT 3.6.3 installation and a user reported the following problem. When he tried to display standard fields and custom fields in the results page for a search, if he tried to sort by the custom field value and priority, the results page did not show any results (although it did give the correct number of tickets matching the search). When I looked at the logs, I found the following SQL query had an error: SELECT main.* FROM ( SELECT main.id FROM ((((Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) OR ( ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND ( ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND ( (ObjectCustomFieldValues_3.Disabled = '0')) AND ( (ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) LEFT JOIN CustomFieldValues CustomFieldValues_4 ON ((CustomFieldValues_4.Name = ObjectCustomFieldValues_3.Content)) AND ( CustomFieldValues_4.CustomField = ObjectCustomFieldValues_3.CustomField)) WHERE ((CustomFields_2.Name = 'Release Status')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Queue = '5')AND ( (main.Status = 'new')OR(main.Status = 'stalled')OR(main.Status = 'open') ) AND(main.Priority < '3')AND ( ( (ObjectCustomFieldValues_3.Content != 'Verified')OR(ObjectCustomFieldValues_3.Content IS NULL) ) ) ) GROUP BY main.id ORDER BY main.Priority ASC, main.id ASC, min(CustomFieldValues_4.SortOrder) ASC, min(ObjectCustomFieldValues_3.Content) ASC ) distinctquery, Tickets main WHERE (main.id = distinctquery.id) LIMIT 50 When I tried this query directly in PostgreSQL (8.1.5), it gave the following error: ERROR: column "main.priority" must appear in the GROUP BY clause or be used in an aggregate function Sure enough, if I added main.priority to the GROUP BY clause, the query worked. We have version 1.43 of DBIx::SearchBuilder. Is this something that might be fixed in a newer version of DBIx::SearchBuilder (I didn't see anything obvious from the changelog), or are there any other solutions to this problem? Thanks, Brian From theillien at yahoo.com Fri Mar 9 00:34:13 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 09 Mar 2007 00:34:13 -0500 Subject: [rt-users] problems with ticket objects Message-ID: <45F0F1D5.5060900@yahoo.com> I have the following code: foreach my $searchDate (@searchDate){ foreach my $profile (@profiles){ $ticket = new RT::Tickets(RT::SystemUser); $ticket->FromSQL( "(Status = 'open' OR Status = 'resolved') AND 'CF.{Profiles}' = '$profile' AND Created = '$searchDate'" ); } while (my $tickobj = $ticket->Next){ print $tickobj->id; } } But I"m not getting any results. Can someone help? Mathew From justin at brighton.ac.uk Fri Mar 9 07:56:21 2007 From: justin at brighton.ac.uk (justin at brighton.ac.uk) Date: Fri, 09 Mar 2007 12:56:21 +0000 Subject: [rt-users] Only disabled General queue available in 'New ticket in' dop down box Message-ID: <45F15975.6060103@brighton.ac.uk> Hi all! We're new to RT and it looks amazing! We have two problems. I've searched the Internet to no avail and I even have the RT Essentials book. Firstly I created two new queues and disabled the default General queue. The root user's RT home page the "New ticket in" drop down box only shows the General queue! (same with the quick ticket creation drop down box). Privileged users cannot select even the General queue - there are no queues to select. I've added the SeeQueue right to both new queue's Group Rights (as well as CreateTicket and ReplyToTicket) as RT Essentials instructs. Secondly despite the General queue being disabled I can still create a ticket in this queue. Is this normal behaviour? This may not be an issue if the first problem above is resolved so we don't have the General queue on the list of available queues to create a ticket. Many thanks, Justin From joe.casadonte at oracle.com Fri Mar 9 08:14:47 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 09 Mar 2007 08:14:47 -0500 Subject: [rt-users] Only disabled General queue available in 'New ticket in' dop down box In-Reply-To: <45F15975.6060103@brighton.ac.uk> References: <45F15975.6060103@brighton.ac.uk> Message-ID: <45F15DC7.8000506@oracle.com> On 3/9/2007 7:56 AM, justin at brighton.ac.uk wrote: > I've added the SeeQueue right to both new queue's Group Rights (as well > as CreateTicket and ReplyToTicket) as RT Essentials instructs. Which groups were these added to, specifically? > Secondly despite the General queue being disabled I can still create a > ticket in this queue. Is this normal behaviour? > This may not be an issue if the first problem above is resolved so we > don't have the General queue on the list of available queues to create a > ticket. It may be that the General queue cannot be fully turned off.... -- Regards, joe ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | Joe Casadonte | joe.casadonte at oracle.com | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Suite 300 | | 610-491-3315 | King of Prussia, PA 19406 | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From cbrandt at buffalo.edu Fri Mar 9 08:17:14 2007 From: cbrandt at buffalo.edu (Jim Brandt) Date: Fri, 09 Mar 2007 08:17:14 -0500 Subject: [rt-users] DST (Daylight Savings Time) issues with RT? Message-ID: <45F15E5A.7040901@buffalo.edu> I haven't seen this discussed on the list, so in the midst of our mad scrambling to make sure we're ready for the new US DST rules I thought I'd ask: Any issues with DST and RT? I'm assuming RT itself will be fine as long as you have updated the OS on the server it's running on and taken care of any OS/DB patches for your database machines. The only Perl-specific issue I found is with DateTime::Timezone, which I don't believe is on the dependency list for RT: http://www.perlmonks.com/?node_id=593399 Thanks, Jim -- Jim Brandt Administrative Computing Services University at Buffalo From justin at brighton.ac.uk Fri Mar 9 08:29:37 2007 From: justin at brighton.ac.uk (justin at brighton.ac.uk) Date: Fri, 09 Mar 2007 13:29:37 +0000 Subject: [rt-users] Only disabled General queue available in 'New ticket in' dop down box In-Reply-To: <45F15DC7.8000506@oracle.com> References: <45F15975.6060103@brighton.ac.uk> <45F15DC7.8000506@oracle.com> Message-ID: <45F16141.6090209@brighton.ac.uk> Joe Casadonte wrote: > On 3/9/2007 7:56 AM, justin at brighton.ac.uk wrote: > >> I've added the SeeQueue right to both new queue's Group Rights (as >> well as CreateTicket and ReplyToTicket) as RT Essentials instructs. > > Which groups were these added to, specifically? Hi! Thanks for replying. Using Configuration -> Queues -> "Queue Name" -> Group Rights, I added SeeQueue to the Privileged System group only. I assumed the SuperUser root should be able to see all the queues by default? So only see the disabled General queue made me suspect it was something other than permissions? Thanks! Justin From alexander.krieg at desy.de Fri Mar 9 08:37:01 2007 From: alexander.krieg at desy.de (Krieg, Alexander) Date: Fri, 09 Mar 2007 14:37:01 +0100 Subject: [rt-users] Perl API Help for group rights and queue rights In-Reply-To: <45F0492F.9060606@desy.de> References: <45BE1594.7040406@uiuc.edu> <20070129154951.GF25008@bestpractical.com> <45BE19E6.6090000@uiuc.edu> <200701291153.45203.garry.williams@cbeyond.net> <45F0492F.9060606@desy.de> Message-ID: <45F162FD.3070604@desy.de> Hi everybody, sorry i think in my last email i didn't see clearly the through the right management. What i mean is, how to give inside the Queue 'testqueue' the Group 'testgroup' a queueright e.g. 'SeeQueue' or 'showTicket' Best regards Alexander Krieg > Hi everybody, > > i already realised to create create queues and groups via the API, > that works all fine. > Where i hang at the moment is the right management. > I guess i can set rights for groups over something like > my $group = RT::Group->new($RT::SystemUser); > $group->LoadUserDefinedGroup('my group name'); > $group->SetPrincipal('?'); > and than to set the right i want for this group and the same for a > queue. > > But how to tell RT that for example in my Queue 'testqueue' the group > 'testgroup' has the right to EditSafedSearches. > Wow to do this in the API and how does RT organises this, i can > understand how a group or a queue can get rights but the connection > between both is a bit buffling to me at the moment, even i guess > everything runs over ACL and Principals table. > Could anybody help me a bit out here. > > > Best Regards > Alexander Krieg > -- ------------------------------------------------------------------------- Alexander Krieg / IT-Benutzerservice / www.desy.de / Tel.+49-40-89983219 Deutsches Elektronen-Synchrotron DESY / Notkestr. 85 / D-22603 Hamburg From sturner at MIT.EDU Fri Mar 9 09:54:12 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 09 Mar 2007 09:54:12 -0500 Subject: [rt-users] Perl API Help for group rights and queue rights In-Reply-To: <45F162FD.3070604@desy.de> References: <45BE1594.7040406@uiuc.edu> <20070129154951.GF25008@bestpractical.com> <45BE19E6.6090000@uiuc.edu> <200701291153.45203.garry.williams@cbeyond.net> <45F0492F.9060606@desy.de> <45F162FD.3070604@desy.de> Message-ID: <6.2.3.4.2.20070309095024.03d1bd80@po14.mit.edu> At Friday 3/9/2007 08:37 AM, Krieg, Alexander wrote: >Hi everybody, > >sorry i think in my last email i didn't see clearly the through the >right management. >What i mean is, how to give inside the Queue 'testqueue' the Group >'testgroup' a queueright e.g. 'SeeQueue' or 'showTicket' > > Alexander, Try this: $grantee->GrantRight(Object => $object, Right => $right); where $grantee is the principal for the group (e.g. testgroup) , $object is the queue (testqueue) and $right is the string describing the right (e.g. 'SeeQueue'). The GrantRight method is in the Principal class. Steve From huston at astro.princeton.edu Fri Mar 9 10:18:38 2007 From: huston at astro.princeton.edu (Steve Huston) Date: Fri, 09 Mar 2007 10:18:38 -0500 Subject: [rt-users] System error on ticket display & transaction Message-ID: <45F17ACE.5040500@astro.princeton.edu> I emailed a comment to a ticket this morning, and noticed that I didn't see anything from it. When I checked the ticket itself, I found this error. Not sure what do to next... error: Can't call method "Name" on an undefined value at /usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm line 696. context: ... 692: DelWatcher => sub { 693: my $self = shift; 694: my $principal = RT::Principal->new($self->CurrentUser); 695: $principal->Load($self->OldValue); 696: return $self->loc( "[_1] [_2] deleted", $self->Field, $principal->Object->Name); 697: }, 698: Subject => sub { 699: my $self = shift; 700: return $self->loc( "Subject changed to [_1]", $self->Data ); ... code stack: /usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:696 /usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:602 /usr/share/rt3/html/Ticket/Elements/ShowTransaction:54 /usr/share/rt3/html/Ticket/Elements/ShowHistory:102 /usr/share/rt3/html/Ticket/Display.html:63 /usr/share/rt3/html/autohandler:292 Can't call method "Name" on an undefined value at /usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm line 696. Trace begun at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Name" on an undefined value at /usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm line 696.^J') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm line 696 RT::Transaction::__ANON__('RT::Transaction=HASH(0x8495f58c)') called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm line 602 RT::Transaction::BriefDescription('RT::Transaction=HASH(0x8495f58c)') called at /usr/share/rt3/html/Ticket/Elements/ShowTransaction line 54 HTML::Mason::Commands::__ANON__('Attachments', 'RT::Attachments=HASH(0x842a26bc)', 'Ticket', 'RT::Ticket=HASH(0x84947820)', 'AttachmentContent', 'RT::Attachments=HASH(0x83f59d54)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/rt/Ticket/Attachment', 'UpdatePath', '/rt/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0x84947820)', 'Transaction', 'RT::Transaction=HASH(0x8495f58c)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 28, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0x840e8e24)', 'AttachmentContent', 'HASH(0x83f5b644)', 'LastTransaction', 0) called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x840c567c)', 'Attachments', 'RT::Attachments=HASH(0x842a26bc)', 'Ticket', 'RT::Ticket=HASH(0x84947820)', 'AttachmentContent', 'RT::Attachments=HASH(0x83f59d54)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/rt/Ticket/Attachment', 'UpdatePath', '/rt/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0x84947820)', 'Transaction', 'RT::Transaction=HASH(0x8495f58c)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 28, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0x840e8e24)', 'AttachmentContent', 'HASH(0x83f5b644)', 'LastTransaction', 0) called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1256 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, 'Attachments', 'RT::Attachments=HASH(0x842a26bc)', 'Ticket', 'RT::Ticket=HASH(0x84947820)', 'AttachmentContent', 'RT::Attachments=HASH(0x83f59d54)', 'ShowHeaders', undef, 'Collapsed', undef, 'Tickets', undef, 'AttachPath', '/rt/Ticket/Attachment', 'UpdatePath', '/rt/Ticket/Update.html', 'Ticket', 'RT::Ticket=HASH(0x84947820)', 'Transaction', 'RT::Transaction=HASH(0x8495f58c)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 28, 'ShowTitleBarCommands', 1, 'Attachments', 'ARRAY(0x840e8e24)', 'AttachmentContent', 'HASH(0x83f5b644)', 'LastTransaction', 0) called at /usr/share/rt3/html/Ticket/Elements/ShowHistory line 102 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x84947820)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0x842a26bc)', 'AttachmentContent', 'RT::Attachments=HASH(0x83f59d54)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x840eb854)', 'Ticket', 'RT::Ticket=HASH(0x84947820)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0x842a26bc)', 'AttachmentContent', 'RT::Attachments=HASH(0x83f59d54)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1256 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0x84947820)', 'Tickets', undef, 'Collapsed', undef, 'ShowHeaders', undef, 'Attachments', 'RT::Attachments=HASH(0x842a26bc)', 'AttachmentContent', 'RT::Attachments=HASH(0x83f59d54)') called at /usr/share/rt3/html/Ticket/Display.html line 63 HTML::Mason::Commands::__ANON__('id', 3619) called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83e962f8)', 'id', 3619) called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1256 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'id', 3619) called at /usr/share/rt3/html/autohandler line 292 HTML::Mason::Commands::__ANON__('id', 3619) called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83e2f4c4)', 'id', 3619) called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1251 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'id', 3619) called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 460 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 460 eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 412 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x848ed070)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x848ed070)') called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x832e9e10)', 'Apache2::RequestRec=SCALAR(0x83f5c4cc)') called at /usr/sbin/webmux.pl line 123 eval {...} at /usr/sbin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x83f5c4cc)') called at -e line 0 eval {...} at -e line 0 -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From huston at astro.princeton.edu Fri Mar 9 10:24:14 2007 From: huston at astro.princeton.edu (Steve Huston) Date: Fri, 09 Mar 2007 10:24:14 -0500 Subject: [rt-users] System error on ticket display & transaction In-Reply-To: <45F17ACE.5040500@astro.princeton.edu> References: <45F17ACE.5040500@astro.princeton.edu> Message-ID: <45F17C1E.6010408@astro.princeton.edu> On 03/09/2007 10:18 AM, Steve Huston wrote: > I emailed a comment to a ticket this morning, and noticed that I didn't > see anything from it. When I checked the ticket itself, I found this > error. Not sure what do to next... Again with the replying to myself.. I've got to stop doing this, people will talk. Anyway, found my problem. I don't know why a user I removed with RTx::Shredder was at all attached to this ticket, but she was. I put her back in the database and all is right in the world again. -- Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences Princeton University | ICBM Address: 40.346525 -74.651285 126 Peyton Hall |"On my ship, the Rocinante, wheeling through Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-1' From rtparies at gmail.com Fri Mar 9 10:52:24 2007 From: rtparies at gmail.com (Randy Paries) Date: Fri, 9 Mar 2007 09:52:24 -0600 Subject: [rt-users] Would like to add a tab to basetabs Message-ID: Hello, I thought this may be a simple thing , but nope. I am trying to add an extra tab to basetabs in Elements/Tabs so i did this , i added Wiki to the piece of code. But i must be missing a step cause it does not show up. could some one please tell me what i am missing or where in the doc that describes how to do this Thanks for any help my $basetabs = { A => { title => loc('Homepage'), path => '', }, B => { title => loc('Tickets'), path => 'Search/Listing.html' }, E => { title => loc('Configuration'), path => 'Admin/' }, K => { title => loc('Preferences'), path => 'User/Prefs.html' }, P => { title => loc('Approval'), path => 'Approvals/' }, X => { title => 'Wiki', path => 'http://ns1.domain.com/wiki2/' }, Z => { title => 'Statistics', path => 'Statistics/index.html' }, }; From joe.casadonte at oracle.com Fri Mar 9 11:14:38 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 09 Mar 2007 11:14:38 -0500 Subject: [rt-users] Only disabled General queue available in 'New ticket in' dop down box In-Reply-To: <45F16141.6090209@brighton.ac.uk> References: <45F15975.6060103@brighton.ac.uk> <45F15DC7.8000506@oracle.com> <45F16141.6090209@brighton.ac.uk> Message-ID: <45F187EE.10906@oracle.com> On 3/9/2007 8:29 AM, justin at brighton.ac.uk wrote: > Using Configuration -> Queues -> "Queue Name" -> Group Rights, I added > SeeQueue to the Privileged System group only. Have the user log out and log back in. -- Regards, joe ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | Joe Casadonte | joe.casadonte at oracle.com | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~|~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~| Suite 300 | | 610-491-3315 | King of Prussia, PA 19406 | ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From beilman at sinecurve.com Fri Mar 9 12:05:06 2007 From: beilman at sinecurve.com (Bryon Beilman) Date: Fri, 9 Mar 2007 12:05:06 -0500 Subject: [rt-users] Google Summer of Code In-Reply-To: <15E6561A-3206-43B7-BD28-1C7BAE7E6C79@bestpractical.com> Message-ID: <20070309171149.A04C04D813D@diesel.bestpractical.com> Something I haven't seen mentioned yet. An expansion of the parent/child relationship or depends on/depended on by relationship. If I have a parent ticket with various children, I would like to more easily track that. Right now I can close the parent with the children still open. If I had some workflow in there that allowed some control in there, or perhaps a relationship graph. Granted, I used RT for everything I can. IT, tracking bugs for our products, feature requests and managers always want reports and visibility When it's not easy, they resort to excel. Maybe it's already available via scrips or the newer version, but I am using 3.4.5 Bryon > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent > Sent: Wednesday, February 28, 2007 2:30 PM > To: rt-Users Users > Subject: [rt-users] Google Summer of Code > > I'd love to submit RT to Google's Summer of Code this summer. It's > probably time to start brainstorming projects. > > What would you like to do/see done as part of a RT summer of code > project? > > Jesse From justin at brighton.ac.uk Fri Mar 9 11:28:07 2007 From: justin at brighton.ac.uk (Justin Cruttenden) Date: Fri, 09 Mar 2007 16:28:07 +0000 Subject: [rt-users] Only disabled General queue available in 'New ticket in' dop down box In-Reply-To: <45F187EE.10906@oracle.com> References: <45F15975.6060103@brighton.ac.uk> <45F15DC7.8000506@oracle.com> <45F16141.6090209@brighton.ac.uk> <45F187EE.10906@oracle.com> Message-ID: <45F18B17.5000909@brighton.ac.uk> Joe Casadonte wrote: > On 3/9/2007 8:29 AM, justin at brighton.ac.uk wrote: > >> Using Configuration -> Queues -> "Queue Name" -> Group Rights, I >> added SeeQueue to the Privileged System group only. > > Have the user log out and log back in. > Tried that I'm afraid! It's not just one user! Thanks. From KFCrocker at lbl.gov Fri Mar 9 12:26:45 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 09 Mar 2007 09:26:45 -0800 Subject: [rt-users] Only disabled General queue available in 'New ticket in' dop down box In-Reply-To: <45F15975.6060103@brighton.ac.uk> References: <45F15975.6060103@brighton.ac.uk> Message-ID: <45F198D5.4070703@lbl.gov> Justin, Just a couple of thoughts: By allowing the system group "privileged" to "SeeQueue", "ShowTicket", "CreateTicket", "ReplyToTicket", you allow any UserId (make sure the user ID box "Let this user be granted rights" is checked) in the system to see what's in that Queue. In the future, you may want to differentiate which users can see what is in particular Queues. When signed in as "root" or with a "SuperUser" Id, you may have the "include disabled queues in listing" box checked. As to why "privileged" users see nothing in the drop down box, make sure their UserID configuration has the box checked that allows them to be granted rights. Hope this helps. Kenn LBNL justin at brighton.ac.uk wrote: > Hi all! > We're new to RT and it looks amazing! > > We have two problems. I've searched the Internet to no avail and I even > have the RT Essentials book. > > Firstly I created two new queues and disabled the default General queue. > The root user's RT home page the "New ticket in" drop down box only > shows the General queue! (same with the quick ticket creation drop down > box). > Privileged users cannot select even the General queue - there are no > queues to select. > I've added the SeeQueue right to both new queue's Group Rights (as well > as CreateTicket and ReplyToTicket) as RT Essentials instructs. > > Secondly despite the General queue being disabled I can still create a > ticket in this queue. Is this normal behaviour? > This may not be an issue if the first problem above is resolved so we > don't have the General queue on the list of available queues to create a > ticket. > > Many thanks, > Justin > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From joe.casadonte at oracle.com Fri Mar 9 12:30:07 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 09 Mar 2007 12:30:07 -0500 Subject: [rt-users] Only disabled General queue available in 'New ticket in' dop down box In-Reply-To: <45F18B17.5000909@brighton.ac.uk> References: <45F15975.6060103@brighton.ac.uk> <45F15DC7.8000506@oracle.com> <45F16141.6090209@brighton.ac.uk> <45F187EE.10906@oracle.com> <45F18B17.5000909@brighton.ac.uk> Message-ID: <45F1999F.6090907@oracle.com> On 3/9/2007 11:28 AM, Justin Cruttenden wrote: >> Have the user log out and log back in. >> > Tried that I'm afraid! > It's not just one user! If you re-enable the General queue, do the others show up? -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From KFCrocker at lbl.gov Fri Mar 9 12:34:50 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 09 Mar 2007 09:34:50 -0800 Subject: [rt-users] RT Google summer of code Message-ID: <45F19ABA.4020809@lbl.gov> To all, I'm not on 3.6.x yet so this question may be moot; I notice that when looking at Queues, either in configuration or in home page, they are always in alphabetical order. Also, when looking at Configuration->User the list is also in alphabetical order. However, when looking at Configuration->Global->User Rights they are NOT in alphabetical order. That's very frustrating when trying to find someone and they are at the bottom of the list because they were added last. Is there a way, in 3.4.4, to modify this? Is this a bug that has been fixed in 3.6.x? Thanks. Kenn LBNL From justin at brighton.ac.uk Fri Mar 9 14:38:49 2007 From: justin at brighton.ac.uk (Justin Cruttenden) Date: Fri, 09 Mar 2007 19:38:49 +0000 Subject: [rt-users] Only disabled General queue available in 'New ticket in' dop down box In-Reply-To: <45F1999F.6090907@oracle.com> References: <45F15975.6060103@brighton.ac.uk> <45F15DC7.8000506@oracle.com> <45F16141.6090209@brighton.ac.uk> <45F187EE.10906@oracle.com> <45F18B17.5000909@brighton.ac.uk> <45F1999F.6090907@oracle.com> Message-ID: <45F1B7C9.8030301@brighton.ac.uk> Joe Casadonte wrote: > If you re-enable the General queue, do the others show up? > Ok, I've finished work for the weekend, but was just about to re-enable the General queue from home via the lynx browser but before I could I discovered the queues appear, for all the users! I don't understand why. Previously I was using 2 different PCs, logging out and in, also re-starting httpd. Some weird caching issue? I'll have to wait until Monday to see if Firefox on these 2 PCs still can't see the queues. Thanks for all help and suggestions! Justin From glowe at ucsd.edu Fri Mar 9 19:36:13 2007 From: glowe at ucsd.edu (Lowe, Grant) Date: Fri, 9 Mar 2007 16:36:13 -0800 Subject: [rt-users] Emai addresses Message-ID: <56EB36BD1E4888418D7DD6A233F989A001F78D@acs-exchange2.AD.UCSD.EDU> Hi. I've looked through the archives, done a google search, and tried various ways to get past the EmailAddress: Illegal value for EmailAddress message. I've searched fiord all email messages for the user name and deleted them. I've tried variations of the email address. But I still can't get this to work. Thanks for any help! From julien.touche at lycos.com Sat Mar 10 10:23:01 2007 From: julien.touche at lycos.com (Julien TOUCHE) Date: Sat, 10 Mar 2007 16:23:01 +0100 Subject: [rt-users] RT/RTIR and chrooted apache Message-ID: <45F2CD55.5060203@lycos.com> Hello i'm on my way to test RTIR on OpenBSD 4.0-stable with the default chrooted apache. for now, i'm with rt-3.6.3 * for existing ressource, on RTIR: http://wiki.bestpractical.com/index.cgi?OpenBSD38InstallGuide => no chroot mailing list archives: nothing else for perl http://marc.theaimsgroup.com/?l=openbsd-misc&m=117182269431745&w=2 following this, you can install perl modules in chroot to be available for RT (/var/www/rt3) it seems a pity rt-test-dependencies can't test and install deps only for a defined prefix. i have a shell script to make most of perl install but it seems less clean. why not a prefix argument ? * docs and rt tree is not clear between usage: cli tool, web cgi, web static/lib content. a typical openbsd hierarchy is /var/www/rt3 mount noexec /var/www/cgi-bin/rt3 mount exec not blocking for web, as it used mod_perl but it could one day ... * why etc files and most files are chmod as executable ? * syslog pb i get the syslog error about no /dev/log but following http://wiki.bestpractical.com/index.cgi?NoConnectionToSyslog i have: [Sat Mar 10 15:09:11 2007] [crit]: no connection to syslog available - getprotobyname failed for tcp - getprotobyname failed for udp at /var/www/usr/perl5rt/libdata/perl5/site_perl/Log/Dispatch/Syslog.pm line 77 (/var/www/rt3/bin/webmux.pl:127)[Sat Mar 10 16:09:11 2007] [error] no connection to syslog available\n\t- getprotobyname failed for tcp\n\t- getprotobyname failed for udp at /var/www/usr/perl5rt/libdata/perl5/site_perl/Log/Dispatch/Syslog.pm line 77\n a way to disable syslog and only use file ? thanks Regards Julien From pape-rt at inf.fu-berlin.de Sat Mar 10 10:27:27 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sat, 10 Mar 2007 16:27:27 +0100 Subject: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2, anyone did it already? In-Reply-To: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de> References: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de> Message-ID: Hello, attached is a patch relative to RTFM-2.2.0RC5 which should make the pages from RTFM much more XHTML conform. Regards, Dirk. --Am 22. Februar 2007 12:39:25 +0100 schrieb Dirk Pape : > since rt 3.6.3 now produces XHTML 1.0 strict with CSS2, I wonder if > anyone has already adjusted RTFM to do the same. Otherwise you produce > mixed HTML/XHTML in many pages, where RTFM-Callback are integrated. > > I just started correcting some of these and can complete so to provide a > patch. -------------- next part -------------- A non-text attachment was scrubbed... Name: rtfm-2.2.0RC5-xhtml.patch.gz Type: application/x-gzip Size: 9360 bytes Desc: not available URL: From david.lane at on-it.biz Sat Mar 10 10:41:01 2007 From: david.lane at on-it.biz (David Lane) Date: Sat, 10 Mar 2007 15:41:01 +0000 Subject: [rt-users] RTFM-2.1.40 :: Extract Article -> [crit]: HasRight called with no valid object (/usr/local/rt3//lib/RT/Principal_Overlay.pm:321) Message-ID: RTFM-2.1.40 :: Extract Article -> [crit]: HasRight called with no valid object (/usr/local/rt3//lib/RT/Principal_Overlay.pm:321) http://lists.bestpractical.com/pipermail/rt-devel/2003-March/003401.html Gives a clue to what might be causing the inability to extract the data - I can add it to the custom field but when you press save it doesnt save the extracted data - ive checked the permissions with RTFM and they all seem fine Can anyone point me in the direction of what file permissions I might need to change? I'm sure its a simple one I'm just not sure where to look next any pointers? Regards Dave -------------- next part -------------- An HTML attachment was scrubbed... URL: From pape-rt at inf.fu-berlin.de Sat Mar 10 10:49:30 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sat, 10 Mar 2007 16:49:30 +0100 Subject: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2, anyone did it already? In-Reply-To: References: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de> Message-ID: <5738C4294293836BE0214EA5@[192.168.1.7]> Hello, sorry there is an error in the patch making create article unuseable. I provide a corrected patch in a minute. Dirk. --Am 10. M?rz 2007 16:27:27 +0100 schrieb Dirk Pape : > attached is a patch relative to RTFM-2.2.0RC5 which should make the pages > from RTFM much more XHTML conform. From pape-rt at inf.fu-berlin.de Sat Mar 10 11:03:29 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Sat, 10 Mar 2007 17:03:29 +0100 Subject: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2, anyone did it already? In-Reply-To: <5738C4294293836BE0214EA5@[192.168.1.7]> References: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de> <5738C4294293836BE0214EA5@[192.168.1.7]> Message-ID: Hello, --Am 10. M?rz 2007 16:49:30 +0100 schrieb Dirk Pape : > sorry there is an error in the patch making create article unuseable. I > provide a corrected patch in a minute. ok here is the corrected version. Sorry for that. Dirk. -------------- next part -------------- A non-text attachment was scrubbed... Name: rtfm-2.2.0RC5-xhtml-v2.patch.gz Type: application/x-gzip Size: 9489 bytes Desc: not available URL: From rtparies at gmail.com Sat Mar 10 12:06:28 2007 From: rtparies at gmail.com (Randy Paries) Date: Sat, 10 Mar 2007 11:06:28 -0600 Subject: [rt-users] Need some help getting html2mime to work Message-ID: Hello, I found this article http://wiki.bestpractical.com/index.cgi?html2mime this is just what i need so i created the script and added the line to my aliases rt-cluster-help: "|/home/rt3/bin/html2mime | /home/rt3/bin/rt-mailgate --queue ClusterHelp --action correspond --url http://rt3.domain.com/" i made the permissions of /home/rt3/bin/html2mime the same as /home/rt3/bin/rt-mailgate yet when i try to use it , i get the error... ================================================================= ----- The following addresses had permanent fatal errors ----- "|/home/rt3/bin/html2mime | /home/rt3/bin/rt-mailgate --queue ClusterHelp --action correspond --url http://rt3.domain.com/" (reason: Service unavailable) (expanded from: ) ----- Transcript of session follows ----- smrsh: "html2mime" not available for sendmail programs (stat failed) 554 5.0.0 Service unavailable ================================================================= thanks if anyone can give me any suggestions. From julien.touche at lycos.com Sat Mar 10 12:47:12 2007 From: julien.touche at lycos.com (Julien TOUCHE) Date: Sat, 10 Mar 2007 18:47:12 +0100 Subject: [rt-users] RT: [Mason] Cannot resolve file to component Message-ID: <45F2EF20.1060703@lycos.com> another problem (seems classical) Mar 10 17:55:33 hostname RT: [Mason] Cannot resolve file to component: /rt3/share/html/index.html (is file outside component root?) at /var/www/usr/perl5rt/libdata/perl5/site_perl/HTML/Mason/ApacheHandler.pm line 853. (/var/www/usr/perl5rt/libdata/perl5/site_perl/HTML/Mason/ApacheHandler.pm:853) => display 404 from archives: $ perl -c /var/www/rt3/etc/RT_SiteConfig.pm /var/www/rt3/etc/RT_SiteConfig.pm syntax OK $ egrep '^\$MasonComponentRoot' /var/www/rt3/lib/RT.pm $MasonComponentRoot = '/var/www/rt3/share/html'; $ ll /var/www/ |grep rt3 # no symlink drwxr-xr-x 9 touche daemon 512 Mar 10 12:37 rt3/ i also check permission for perl modules and rt3 but it seems ok i joined my httpd.conf for rt/rtir thanks Regards Julien -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: rtir.conf URL: From jesse at bestpractical.com Sat Mar 10 14:03:29 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 10 Mar 2007 14:03:29 -0500 Subject: [rt-users] RTFM-2.1.40 :: Extract Article -> [crit]: HasRight called with no valid object (/usr/local/rt3//lib/RT/Principal_Overlay.pm:321) In-Reply-To: References: Message-ID: <56F710ED-70AF-43F8-878B-A5B2A833481B@bestpractical.com> On Mar 10, 2007, at 10:41 AM, David Lane wrote: > RTFM-2.1.40 :: Extract Article -> [crit]: HasRight called with > no valid object (/usr/local/rt3//lib/RT/Principal_Overlay.pm:321) > You might want to try 2.2.0RCsomething instead.... > http://lists.bestpractical.com/pipermail/rt-devel/2003-March/ > 003401.html > > Gives a clue to what might be causing the inability to extract the > data - I can add it to the custom field but when you press save it > doesnt save the extracted data - ive checked the permissions with > RTFM and they all seem fine > > Can anyone point me in the direction of what file permissions I > might need to change? > > I'm sure its a simple one I'm just not sure where to look next any > pointers? > > Regards > > Dave > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Sat Mar 10 14:19:53 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 10 Mar 2007 14:19:53 -0500 Subject: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2, anyone did it already? In-Reply-To: References: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de> <5738C4294293836BE0214EA5@[192.168.1.7]> Message-ID: <20070310191953.GF2207@bestpractical.com> On Sat, Mar 10, 2007 at 05:03:29PM +0100, Dirk Pape wrote: > Hello, > > --Am 10. M?rz 2007 16:49:30 +0100 schrieb Dirk Pape > : > > >sorry there is an error in the patch making create article unuseable. I > >provide a corrected patch in a minute. > > ok here is the corrected version. Sorry for that. Thanks! Applied > > Dirk. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- From kelly.terry.jones at gmail.com Sat Mar 10 14:28:49 2007 From: kelly.terry.jones at gmail.com (Kelly Jones) Date: Sat, 10 Mar 2007 12:28:49 -0700 Subject: [rt-users] Viewing RT as another user? Message-ID: <26face530703101128k58c17a1fs97759043365e399c@mail.gmail.com> I'd like to view RT as another user, without having to change or set their password. How can I do this? Reason: we're thinking about turning on self-service via auto-generated passwords: http://wiki.bestpractical.com/index.cgi?SelfService http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword but I'd like to see what users will be seeing before I turn this on. We've cheated a little bit by assigning passwords to some unprivileged users and logging in as them, but there has to be a better way? -- 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 kelly.terry.jones at gmail.com Sat Mar 10 14:29:46 2007 From: kelly.terry.jones at gmail.com (Kelly Jones) Date: Sat, 10 Mar 2007 12:29:46 -0700 Subject: [rt-users] Requestors don't always see their tickets in SelfService Message-ID: <26face530703101129r1562b61bnb2d7978ed2be892f@mail.gmail.com> rt ls "Requestor like 'bobsmith at mycompany.com' AND status != 'Resolved'" and the command-line returned more results. In other words, 'bobsmith at mycompany.com' is the Requestor (not the Cc) on some unresolved tickets, but these tickets don't show up when he logs in. I tried going to the tickets directly as Bob but got a "permission denied". Why? Is access to a ticket a different ACL? I didn't check 100%, but it looks like Bob sees tickets where he's the original requestor (ie, he created the ticket), but not ones where he was added as a requestor later. Is there a way to fix this globally? If not, is there a command-line way to give someone access to a ticket? Can I tweak the db to do this? Minor silly question that doesn't deserve its own email: I know RT spells 'scrip' "incorrectly", but what about "Requestor"? -- 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 bezruk at gmail.com Sat Mar 10 18:16:35 2007 From: bezruk at gmail.com (Konstantin N. Bezruchenko) Date: Sun, 11 Mar 2007 01:16:35 +0200 Subject: [rt-users] CurrentUser value in Template Message-ID: <2070cf420703101516r109fa4b8kb3d5e52197ce9bc4@mail.gmail.com> Hello, I spent one hour trying to find way how include current user Name or RealName into Correspondence template. Is that real? I have try following codes: { $Ticket->LastUpdatedByObj->Name } - this code return username of user who update ticket before me { $self->CurrentUser } and etc. So is there any way to include that values into Correspondence template? Thanks in advance. From ruslan.zakirov at gmail.com Sat Mar 10 23:58:25 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 11 Mar 2007 07:58:25 +0300 Subject: [rt-users] CurrentUser value in Template In-Reply-To: <2070cf420703101516r109fa4b8kb3d5e52197ce9bc4@mail.gmail.com> References: <2070cf420703101516r109fa4b8kb3d5e52197ce9bc4@mail.gmail.com> Message-ID: <589c94400703102058m1e3a61b8ybefc8e2d27605636@mail.gmail.com> $Transaction->CreatorObj->Name On 3/11/07, Konstantin N. Bezruchenko wrote: > Hello, > > I spent one hour trying to find way how include current user Name or > RealName into Correspondence template. Is that real? I have try > following codes: > { $Ticket->LastUpdatedByObj->Name } - this code return username of > user who update ticket before me > { $self->CurrentUser } and etc. > > So is there any way to include that values into Correspondence template? > > Thanks in advance. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Sun Mar 11 01:14:09 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 11 Mar 2007 09:14:09 +0300 Subject: [rt-users] System error on ticket display & transaction In-Reply-To: <45F17C1E.6010408@astro.princeton.edu> References: <45F17ACE.5040500@astro.princeton.edu> <45F17C1E.6010408@astro.princeton.edu> Message-ID: <589c94400703102214l24542cc3k813f32580bd6ebc7@mail.gmail.com> Read: http://www.gossamer-threads.com/lists/rt/users/62963 If you have shredder's backups, restore users and use shredder-0.05. Otherwise in the above thread you can find solution. On 3/9/07, Steve Huston wrote: > On 03/09/2007 10:18 AM, Steve Huston wrote: > > I emailed a comment to a ticket this morning, and noticed that I didn't > > see anything from it. When I checked the ticket itself, I found this > > error. Not sure what do to next... > > Again with the replying to myself.. I've got to stop doing this, people > will talk. > > Anyway, found my problem. I don't know why a user I removed with > RTx::Shredder was at all attached to this ticket, but she was. I put > her back in the database and all is right in the world again. > > -- > Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences > Princeton University | ICBM Address: 40.346525 -74.651285 > 126 Peyton Hall |"On my ship, the Rocinante, wheeling through > Princeton, NJ 08544 | the galaxies; headed for the heart of Cygnus, > (609) 258-7375 | headlong into mystery." -Rush, 'Cygnus X-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 > -- Best regards, Ruslan. From david.lane at on-it.biz Mon Mar 12 05:36:27 2007 From: david.lane at on-it.biz (David Lane) Date: Mon, 12 Mar 2007 09:36:27 +0000 Subject: [rt-users] RTFM-2.1.40 :: Extract Article -> [crit]: HasRight called with no valid object (/usr/local/rt3//lib/RT/Principal_Overlay.pm:321) In-Reply-To: <56F710ED-70AF-43F8-878B-A5B2A833481B@bestpractical.com> References: <56F710ED-70AF-43F8-878B-A5B2A833481B@bestpractical.com> Message-ID: Thanks for all the hard work!! BUT - Will I be easily able to upgrade if I run your RC version or will I get stuck :) (I've been stung before by running beta versions) Regards David On 10/03/07, Jesse Vincent wrote: > > > On Mar 10, 2007, at 10:41 AM, David Lane wrote: > > RTFM-2.1.40 :: Extract Article -> [crit]: HasRight called with no valid > object (/usr/local/rt3//lib/RT/Principal_Overlay.pm:321) > > > > You might want to try 2.2.0RCsomething instead.... > > http://lists.bestpractical.com/pipermail/rt-devel/2003-March/003401.html > > Gives a clue to what might be causing the inability to extract the data - > I can add it to the custom field but when you press save it doesnt save the > extracted data - ive checked the permissions with RTFM and they all seem > fine > > Can anyone point me in the direction of what file permissions I might need > to change? > > I'm sure its a simple one I'm just not sure where to look next any > pointers? > > Regards > > Dave > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From c.a.vincent at newcastle.ac.uk Mon Mar 12 06:55:24 2007 From: c.a.vincent at newcastle.ac.uk (Carl Vincent) Date: Mon, 12 Mar 2007 10:55:24 -0000 Subject: [rt-users] Workflow question: RT on both ends of a ticket Message-ID: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> Hi, We've been using RT for a couple of years (currently on 3.2). I'm just looking for some suggestions on how to solve a problem we have - it's a workflow thing rather than a techical issue! One part of our business organises workshops at venues around the country - we use RT tickets to communicate with the contact at the venue we're hiring and also tickets to communicate with people like catering contractors. That's working great - RT saves us a lot of hassle. Additionally we have our own venue here at Newcastle which we hire out to other people. Again we use RT to communicate with the person hiring and also with catering contractors when we're asked to organise food on behalf of the hirer. Again, this works great. RT is just the job. The fun starts when we want to run a workshop at our own venue: Following the plan above, our RT system ends up on both ends of the ticket. Ideally the workflow process would be the same whether we're using our venue of one elsewhere, but at the moment our team have to treat these tickets differently (tickets are linked refers-to/referred-by and you have to check both for the full picture). I've kind of resigned myself to run a separate RT for our venue management operation - then the two RTs can talk to each other. I'd also considered writing something to rewrite the headers to fool RT into thinking it was talking to a separate RT instance - though I don't know how hard that would be. Does anyone else have a suggestion to smooth out this abnormality in our workflow? Cheers Carl -- -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Carl Vincent http://www.netskills.ac.uk/ (URL) Systems Manager 0191 222 5003 (voice) Netskills, Newcastle University 0191 222 5001 (fax) Training - Accreditation - Consultancy - Development From sarah at bottlenose-wine.com Mon Mar 12 11:45:19 2007 From: sarah at bottlenose-wine.com (Sarah Pomerantz) Date: Mon, 12 Mar 2007 11:45:19 -0400 Subject: [rt-users] Global scrip modification - action failing Message-ID: 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. 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at Kuehne-Nagel.com Mon Mar 12 11:50:16 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 12 Mar 2007 16:50:16 +0100 Subject: AW: [rt-users] Workflow question: RT on both ends of a ticket In-Reply-To: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> Message-ID: Hi Carl, try out bps RT-Extension-ExtractRTNames, which will do what you need. Torsten -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Carl Vincent Gesendet: Montag, 12. M?rz 2007 11:55 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Workflow question: RT on both ends of a ticket Hi, We've been using RT for a couple of years (currently on 3.2). I'm just looking for some suggestions on how to solve a problem we have - it's a workflow thing rather than a techical issue! One part of our business organises workshops at venues around the country - we use RT tickets to communicate with the contact at the venue we're hiring and also tickets to communicate with people like catering contractors. That's working great - RT saves us a lot of hassle. Additionally we have our own venue here at Newcastle which we hire out to other people. Again we use RT to communicate with the person hiring and also with catering contractors when we're asked to organise food on behalf of the hirer. Again, this works great. RT is just the job. The fun starts when we want to run a workshop at our own venue: Following the plan above, our RT system ends up on both ends of the ticket. Ideally the workflow process would be the same whether we're using our venue of one elsewhere, but at the moment our team have to treat these tickets differently (tickets are linked refers-to/referred-by and you have to check both for the full picture). I've kind of resigned myself to run a separate RT for our venue management operation - then the two RTs can talk to each other. I'd also considered writing something to rewrite the headers to fool RT into thinking it was talking to a separate RT instance - though I don't know how hard that would be. Does anyone else have a suggestion to smooth out this abnormality in our workflow? Cheers Carl -- -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Carl Vincent http://www.netskills.ac.uk/ (URL) Systems Manager 0191 222 5003 (voice) Netskills, Newcastle University 0191 222 5001 (fax) Training - Accreditation - Consultancy - Development _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Mon Mar 12 12:09:07 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 12 Mar 2007 12:09:07 -0400 Subject: [rt-users] RTFM-2.1.40 :: Extract Article -> [crit]: HasRight called with no valid object (/usr/local/rt3//lib/RT/Principal_Overlay.pm:321) In-Reply-To: References: <56F710ED-70AF-43F8-878B-A5B2A833481B@bestpractical.com> Message-ID: <20070312160907.GI2207@bestpractical.com> On Mon, Mar 12, 2007 at 09:36:27AM +0000, David Lane wrote: > Thanks for all the hard work!! > BUT - Will I be easily able to upgrade if I run your RC version or will I > get stuck :) > (I've been stung before by running beta versions) Right now you're running a development snapshot. (The 2.1 series was the development series for 2.2.) So, you're just upgrading to a more recent release in the same series. > Regards > > David > > > On 10/03/07, Jesse Vincent wrote: > > > > > > On Mar 10, 2007, at 10:41 AM, David Lane wrote: > > > >RTFM-2.1.40 :: Extract Article -> [crit]: HasRight called with no > >valid > >object (/usr/local/rt3//lib/RT/Principal_Overlay.pm:321) > > > > > > > >You might want to try 2.2.0RCsomething instead.... > > > >http://lists.bestpractical.com/pipermail/rt-devel/2003-March/003401.html > > > >Gives a clue to what might be causing the inability to extract the data - > >I can add it to the custom field but when you press save it doesnt save > >the > >extracted data - ive checked the permissions with RTFM and they all seem > >fine > > > >Can anyone point me in the direction of what file permissions I might > >need > >to change? > > > >I'm sure its a simple one I'm just not sure where to look next any > >pointers? > > > >Regards > > > >Dave > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > >Community help: http://wiki.bestpractical.com > >Commercial support: sales at bestpractical.com > > > > > > > > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > > -- From tomw at bnl.gov Mon Mar 12 12:50:22 2007 From: tomw at bnl.gov (Tomasz Wlodek) Date: Mon, 12 Mar 2007 12:50:22 -0400 (EDT) Subject: [rt-users] AT question: how to read links and administrators/owners? In-Reply-To: <20070312160907.GI2207@bestpractical.com> References: <56F710ED-70AF-43F8-878B-A5B2A833481B@bestpractical.com> <20070312160907.GI2207@bestpractical.com> Message-ID: This is an AT question, but it overlaps with RT and since there is a large number of AT users in RT community I might get help here. I write Perl script which reads all information about an Asset. I can get all AT specific information exept of links, owners and administrators of an asset. Can anyone show an example of a code which does this? Suppose you have an Asset list, you loop over it and you want to get list of experts for each asset, administrators, and the links... this should be something like: while ($Asset = $Assets->Next) { $Administrators=$Asset=> ... ??? $Owners=$Asset=>.... $AssetOnWhichItDepends=$Asset=>.. $AssetsWhichDependOnThisAsset=$Asset=>... $AssetWhichRefersTo=$asset=>... $AssetReferredToBy=$Asset=>... $AssetWhichRunsOn=$Asset=>... $AssetsWhichRun=$Asset=>... $ComponentOf=$Asset=>... $Has Component=$Asset=>... } This should be a trivial thing to code, if you know how to do this. Can anyone post an example? Tom From sholmes42 at mac.com Mon Mar 12 13:31:39 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Mon, 12 Mar 2007 13:31:39 -0400 Subject: [rt-users] Need some help getting html2mime to work In-Reply-To: References: Message-ID: <43be87180703121031u6e6aaf58p55f2e6467555aa9b@mail.gmail.com> You need a symlink in your sm.bin directory pointing to the html2mime executable. The sm.bin directory might be in /var/adm, depending on your sendmail configuration. See man smrsh(1M). Steve On 3/10/07, Randy Paries wrote: > > Hello, > I found this article > http://wiki.bestpractical.com/index.cgi?html2mime > this is just what i need > > so i created the script and added the line to my aliases > rt-cluster-help: "|/home/rt3/bin/html2mime | > /home/rt3/bin/rt-mailgate --queue ClusterHelp --action correspond > --url http://rt3.domain.com/" > > i made the permissions of /home/rt3/bin/html2mime the same as > /home/rt3/bin/rt-mailgate > > yet when i try to use it , i get the error... > ================================================================= > ----- The following addresses had permanent fatal errors ----- > "|/home/rt3/bin/html2mime | /home/rt3/bin/rt-mailgate --queue > ClusterHelp --action correspond --url http://rt3.domain.com/" > (reason: Service unavailable) > (expanded from: ) > > ----- Transcript of session follows ----- > smrsh: "html2mime" not available for sendmail programs (stat failed) > 554 5.0.0 Service unavailable > ================================================================= > > thanks if anyone can give me any suggestions. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Mon Mar 12 13:45:19 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 12 Mar 2007 10:45:19 -0700 Subject: [rt-users] CurrentUser value in Template In-Reply-To: <2070cf420703101516r109fa4b8kb3d5e52197ce9bc4@mail.gmail.com> References: <2070cf420703101516r109fa4b8kb3d5e52197ce9bc4@mail.gmail.com> Message-ID: <45F591AF.4040100@lbl.gov> Konstantin, Try something along these lines: ------------------------------------------------------ Ticket Description: { my $Current_User; $Current_User = "your code to access data"; return $Current_User; } ------------------------------------------------------ Then insert this bit of code in the appropriate sequence in the template you want to use. Hope this helps. Kenn LBNL Konstantin N. Bezruchenko wrote: > Hello, > > I spent one hour trying to find way how include current user Name or > RealName into Correspondence template. Is that real? I have try > following codes: > { $Ticket->LastUpdatedByObj->Name } - this code return username of > user who update ticket before me > { $self->CurrentUser } and etc. > > So is there any way to include that values into Correspondence template? > > Thanks in advance. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy > a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Mon Mar 12 13:46:35 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 12 Mar 2007 10:46:35 -0700 Subject: [rt-users] Workflow question: RT on both ends of a ticket In-Reply-To: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> References: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> Message-ID: <45F591FB.4020604@lbl.gov> Carl, Are all these tickets in the same Queue? I don't understand why using different Queues wouldn't work. Kenn LBNL Carl Vincent wrote: > Hi, > > We've been using RT for a couple of years (currently on 3.2). I'm just > looking for some suggestions on how to solve a problem we have - it's a > workflow thing rather than a techical issue! > > One part of our business organises workshops at venues around the > country - we use RT tickets to communicate with the contact at the venue > we're hiring and also tickets to communicate with people like catering > contractors. That's working great - RT saves us a lot of hassle. > > Additionally we have our own venue here at Newcastle which we hire out > to other people. Again we use RT to communicate with the person hiring > and also with catering contractors when we're asked to organise food on > behalf of the hirer. Again, this works great. RT is just the job. > > The fun starts when we want to run a workshop at our own venue: > Following the plan above, our RT system ends up on both ends of the > ticket. Ideally the workflow process would be the same whether we're > using our venue of one elsewhere, but at the moment our team have to > treat these tickets differently (tickets are linked > refers-to/referred-by and you have to check both for the full picture). > > I've kind of resigned myself to run a separate RT for our venue > management operation - then the two RTs can talk to each other. I'd also > considered writing something to rewrite the headers to fool RT into > thinking it was talking to a separate RT instance - though I don't know > how hard that would be. > > Does anyone else have a suggestion to smooth out this abnormality in our > workflow? > > Cheers > > Carl > From KFCrocker at lbl.gov Mon Mar 12 13:49:42 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 12 Mar 2007 10:49:42 -0700 Subject: [rt-users] Global scrip modification - action failing In-Reply-To: References: Message-ID: <45F592B6.7090208@lbl.gov> Sarah, What kind of privileges have you granted to the role "Owner", Globally and by Queue? Are the UserID's of said owners Privileged or Unprivileged? You cannot grant privileges to a UserId if the UserId is Unprivileged. Kenn LBNL Sarah Pomerantz wrote: > 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. > > 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 > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Mon Mar 12 13:52:55 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Mon, 12 Mar 2007 10:52:55 -0700 Subject: [rt-users] Adding CC to ticket on create Message-ID: <45F59377.5030302@lbl.gov> To all, I saw an E_mail here that referred to "Set($ParseNewMessageForTicketCcs , 1);" as a way to get RT to automatically put the CC of an E_mail into the CC of a ticket when RT creates the ticket. However, I cannot find that reference in RT. Can someone help me to find that parameter? Thanks. Kenn LBNL From torsten.brumm at googlemail.com Mon Mar 12 13:56:35 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 12 Mar 2007 18:56:35 +0100 Subject: [rt-users] Adding CC to ticket on create In-Reply-To: <45F59377.5030302@lbl.gov> References: <45F59377.5030302@lbl.gov> Message-ID: Hmm, i'm not sure, but i thinkk this comes with bps: RT-Extension-CommandByMail, i think i read this somewhere there. Torsten 2007/3/12, Kenneth Crocker : > > To all, > > > I saw an E_mail here that referred to > "Set($ParseNewMessageForTicketCcs , 1);" as a way to get RT to > automatically put the CC of an E_mail into the CC of a ticket when RT > creates the ticket. However, I cannot find that reference in RT. Can > someone help me to find that parameter? Thanks. > > Kenn > LBNL > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Mon Mar 12 14:04:24 2007 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 12 Mar 2007 18:04:24 +0000 Subject: [rt-users] Adding CC to ticket on create In-Reply-To: References: <45F59377.5030302@lbl.gov> Message-ID: <45F59628.1040602@pipex.net> Not quite .. look in etc/RT_Config.pm Roy Torsten Brumm wrote: > Hmm, i'm not sure, but i thinkk this comes with bps: > RT-Extension-CommandByMail, i think i read this somewhere there. > > Torsten > > 2007/3/12, Kenneth Crocker : >> >> To all, >> >> >> I saw an E_mail here that referred to >> "Set($ParseNewMessageForTicketCcs , 1);" as a way to get RT to >> automatically put the CC of an E_mail into the CC of a ticket when RT >> creates the ticket. However, I cannot find that reference in RT. Can >> someone help me to find that parameter? 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 >> > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From lesmikesell at gmail.com Mon Mar 12 14:14:02 2007 From: lesmikesell at gmail.com (Les Mikesell) Date: Mon, 12 Mar 2007 13:14:02 -0500 Subject: [rt-users] Workflow question: RT on both ends of a ticket In-Reply-To: <45F591FB.4020604@lbl.gov> References: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> <45F591FB.4020604@lbl.gov> Message-ID: <45F5986A.9010008@gmail.com> Kenneth Crocker wrote: >> The fun starts when we want to run a workshop at our own venue: >> Following the plan above, our RT system ends up on both ends of the >> ticket. Ideally the workflow process would be the same whether we're >> using our venue of one elsewhere, but at the moment our team have to >> treat these tickets differently (tickets are linked >> refers-to/referred-by and you have to check both for the full picture). >> >> I've kind of resigned myself to run a separate RT for our venue >> management operation - then the two RTs can talk to each other. I'd also >> considered writing something to rewrite the headers to fool RT into >> thinking it was talking to a separate RT instance - though I don't know >> how hard that would be. >> >> Does anyone else have a suggestion to smooth out this abnormality in our >> workflow? >> > > Are all these tickets in the same Queue? I don't understand why > using different Queues wouldn't work. > I think he has separate queues but wants the email response going out of one of the queues to be accepted back into a different queue where it will reach the right people. If you had different RT instances you could find the different RT names in the subject line and each could have different ticket numbers, but I don't think there is a handy way to do this in a single instance. You can manually move the ticket into the right queue before responding (if you have rights to do both), but then it becomes a special case instead of just replying. -- Les Mikesell lesmikesell at gmail.com From rfh at pipex.net Mon Mar 12 14:23:30 2007 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 12 Mar 2007 18:23:30 +0000 Subject: [rt-users] Workflow question: RT on both ends of a ticket In-Reply-To: <45F5986A.9010008@gmail.com> References: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> <45F591FB.4020604@lbl.gov> <45F5986A.9010008@gmail.com> Message-ID: <45F59AA2.7000408@pipex.net> I am also trying to figure out what the problem is .. Carl can you explain a bit more sounds like an interesting problem, Roy Les Mikesell wrote: > Kenneth Crocker wrote: > >>> The fun starts when we want to run a workshop at our own venue: >>> Following the plan above, our RT system ends up on both ends of the >>> ticket. Ideally the workflow process would be the same whether we're >>> using our venue of one elsewhere, but at the moment our team have to >>> treat these tickets differently (tickets are linked >>> refers-to/referred-by and you have to check both for the full picture). >>> >>> I've kind of resigned myself to run a separate RT for our venue >>> management operation - then the two RTs can talk to each other. I'd >>> also >>> considered writing something to rewrite the headers to fool RT into >>> thinking it was talking to a separate RT instance - though I don't know >>> how hard that would be. >>> >>> Does anyone else have a suggestion to smooth out this abnormality in >>> our >>> workflow? >>> > > > > Are all these tickets in the same Queue? I don't understand why > > using different Queues wouldn't work. > > > > > I think he has separate queues but wants the email response going out > of one of the queues to be accepted back into a different queue where > it will reach the right people. If you had different RT instances you > could find the different RT names in the subject line and each could > have different ticket numbers, but I don't think there is a handy way > to do this in a single instance. You can manually move the ticket > into the right queue before responding (if you have rights to do > both), but then it becomes a special case instead of just replying. > From andreas.doppler at nearyconsulting.com Mon Mar 12 15:30:29 2007 From: andreas.doppler at nearyconsulting.com (Andreas Doppler) Date: Mon, 12 Mar 2007 19:30:29 -0000 Subject: [rt-users] Requestor email address ignored Message-ID: <000601c764dc$e4f458f0$800101df@nearyconsulting.com> When creating, commenting or resolving a ticket emails are not created, claiming that there are no recipients. I carefully checked the tickets and found, that there ARE email addresses. Ticket Data: The Basics Id: 400 Status: resolved Left: 0 min Priority: 0/49 Queue: IT Service Requests People Owner: adoppler Requestors: adoppler Cc: AdminCc: I noticed that this seems to be one of the most annoying issues with RT. Reading the many questions and answers on this issue did not really help since all suggested solutions did not solve my problem: First error on Scrip 8: Mar 12 19:13:13 rt RT: #400/4824 - Scrip 8 (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:238) Mar 12 19:13:13 rt RT: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:250) Scrip 8: Condition: On Comment Action: Notify AdminCcs as Comment Template: Global template: AdminComment Stage: TransactionCreate Since there is no address for AdminCc, i understand this error. Second error on Scrip 9: Mar 12 19:13:13 rt RT: #400/4824 - Scrip 9 (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:238) Mar 12 19:13:13 rt RT: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:250) Scrip 9: Condition: On Comment Action: Notify Other Recipients as Comment Template: Global template: Correspondence Stage: TransactionCreate Since there are no addresses for Other Recipients as well, i also understand this error. Third error on Scrip 10: Mar 12 19:13:13 rt RT: #400/4825 - Scrip 10 (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:238) Mar 12 19:13:13 rt RT: No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:250) Scrip 10: Condition: On Resolve Action: Notify Requestors Template: Global template: Resolved Stage: TransactionCreate Since there definitely is an address for the Requestor, i do not understand this error. People Owner: adoppler Requestors: adoppler What am i doing wrong? Any help very much appreciated. Andreas -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.446 / Virus Database: 268.18.7/713 - Release Date: 07/03/2007 09:24 From jmoseley at pgtv.com Mon Mar 12 16:09:14 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Mon, 12 Mar 2007 14:09:14 -0600 Subject: [rt-users] Can't create new tickets, new problem In-Reply-To: <43be87180703121224q24f4421bg1595b57640022bbd@mail.gmail.com> Message-ID: Again, I would back out of all Sun patches that anything to do with apache or perl, then see if things work - the problems did not start happening until you applied those patches... It also appears you are using Sun's perl and apache that came with Solaris 10 (or you managed to get from Sun)? If so, I would stronly recommend not using their packages and recompile perl and apache (and other associated modules) from scratch. James Moseley "Steve Holmes" To Sent by: "jmoseley at pgtv.com" sholmes42 at gmail.c om cc "RT Users" , 03/12/2007 02:24 rt-users-bounces at lists.bestpractica PM l.com Subject Re: [rt-users] Can't create new tickets, new problem James, thanks for your replies. All: [As a reminder I'm on Solaris 10, mysql 5.0.22, RT was 3.6.1, but is now 3.6.3] I've been snooping around and can't find anything wrong which might cause this. (I've googled, and searched the archives and the wiki.) I've checked the rt3 database. Unless RT is doing something funny, the db is ok. I.e. it DOES support transactions (except for the sessions table which is a MyISAM table) It DOES NOT get errors in mysql when I do a start transaction nor when I do a set autocommitt = 0; The errors I get in the RT logs are: Mar 12 10:46:12 localhost RT: Transaction not committed. Usually indicates a software fault. Data loss may have occurred (/opt/rt3/lib/RT/Interface/Web/Handler.pm:194)\n It is of mild curiosity that these errors are occuring on a timed basis rather than on a usage basis. I.e. no one is actually using RT right now, except when I'm testing it. What I did this morning: I upgraded RT to 3.6.3, I re-installed DBD::mysql on the RT server, I've restarted apache. and I'm still getting this error. I can see tickets in RT, I just can't create new tickets or update existing ones. Here is the raw error as displayed in the browser from trying to create just one ticket (sorry for the wrap, some of these lines are VERY long): Transactions not supported by database at /opt/perlsite/lib/site_perl/5.8.7 /sun4-solaris/DBI.pm line 1668. Trace begun at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('Transactions not supported by database at /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm line 1668.^J') called at /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm line 1668 DBD::_::db::begin_work('DBI::db=HASH(0x1a2ae94)') called at /opt/perlsite/lib/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 720 DBIx::SearchBuilder::Handle::BeginTransaction('RT::Handle=HASH(0x10d3370)') called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 563 RT::Ticket::Create('RT::Ticket=HASH(0x1f82200)', 'DependsOn', 'ARRAY(0xabffe8)', 'TimeEstimated', '', 'RefersTo', 'ARRAY(0xac0048)', 'ReferredToBy', 'ARRAY(0xac0060)', 'Status', 'open', 'Children', 'ARRAY(0xac0030)', 'Queue', 'Unix', 'AdminCc', 'ARRAY(0xabfaa8)', 'CustomField-2', 'ARRAY(0x1f89b8c)', 'MIMEObj', 'MIME::Entity=HASH(0x1f8250c)', 'Type', 'ticket', 'InitialPriority', 1, 'Starts', '1970-01-01 00:00:00', 'TimeWorked', '', 'Requestor', 'ARRAY(0xabfa00)', 'Cc', 'ARRAY(0xabfa54)', 'Subject', 'This is a test. Please ignore', 'FinalPriority', 10, 'TimeLeft', '', 'DependedOnBy', 'ARRAY(0xac0000)', 'Owner', 22, 'Parents', 'ARRAY(0xac0018)', 'CustomField-1', 'ARRAY(0x1f89bbc)', 'Due', '2007-04-11 22:35:38') called at /opt/rt3/lib/RT/Interface/Web.pm line 446 HTML::Mason::Commands::CreateTicket('Attachments', undef, 'TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', '', 'Queue', 'Unix', 'AdminCc', '', 'Object-RT::Ticket--CustomField-2-Values', '', 'Requestors', ' me at purdue.edu', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'new-RefersTo', '', 'FinalPriority', 10, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'Due', '2007-04-11 18:35:38', 'TimeWorked-TimeUnits', 'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at /opt/rt3/share/html/Ticket/Display.html line 104 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Queue', 'Unix', 'Object-RT::Ticket--CustomField-1-Values', '', 'AdminCc', '', 'Object-RT::Ticket--CustomField-2-Values', '', 'Requestors', ' me at purdue.edu', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'FinalPriority', 10, 'new-RefersTo', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 22, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'TimeWorked-TimeUnits', 'minutes', 'Due', '2007-04-11 18:35:38', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1f81d8c)', 'TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Queue', 'Unix', 'Object-RT::Ticket--CustomField-1-Values', '', 'AdminCc', '', 'Object-RT::Ticket--CustomField-2-Values', '', 'Requestors', ' me at purdue.edu', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'FinalPriority', 10, 'new-RefersTo', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 22, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'TimeWorked-TimeUnits', 'minutes', 'Due', '2007-04-11 18:35:38', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Request.pm line 1256 eval {...} at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, 'TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Queue', 'Unix', 'Object-RT::Ticket--CustomField-1-Values', '', 'AdminCc', '', 'Object-RT::Ticket--CustomField-2-Values', '', 'Requestors', ' me at purdue.edu', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'FinalPriority', 10, 'new-RefersTo', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'TimeLeft', '', 'TimeLeft-TimeUnits', 'minutes', 'RefersTo-new', '', 'Owner', 22, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'TimeWorked-TimeUnits', 'minutes', 'Due', '2007-04-11 18:35:38', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at /opt/rt3/share/html/Ticket/Create.html line 301 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', '', 'Queue', 'Unix', 'AdminCc', '', 'Object-RT::Ticket--CustomField-2-Values', '', 'Requestors', ' me at purdue.edu', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'new-RefersTo', '', 'FinalPriority', 10, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'Due', '2007-04-11 18:35:38', 'TimeWorked-TimeUnits', 'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1, 'TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', '', 'Queue', 'Unix', 'AdminCc', '', 'Requestors', ' me at purdue.edu', 'Object-RT::Ticket--CustomField-2-Values', '', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'new-RefersTo', '', 'FinalPriority', 10, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'Due', '2007-04-11 18:35:38', 'TimeWorked-TimeUnits', 'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1f57fe8)', 'TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', '', 'Queue', 'Unix', 'AdminCc', '', 'Object-RT::Ticket--CustomField-2-Values', '', 'Requestors', ' me at purdue.edu', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'new-RefersTo', '', 'FinalPriority', 10, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'Due', '2007-04-11 18:35:38', 'TimeWorked-TimeUnits', 'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1, 'TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', '', 'Queue', 'Unix', 'AdminCc', '', 'Requestors', ' me at purdue.edu', 'Object-RT::Ticket--CustomField-2-Values', '', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'new-RefersTo', '', 'FinalPriority', 10, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'Due', '2007-04-11 18:35:38', 'TimeWorked-TimeUnits', 'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Request.pm line 1256 eval {...} at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', '', 'Queue', 'Unix', 'AdminCc', '', 'Object-RT::Ticket--CustomField-2-Values', '', 'Requestors', ' me at purdue.edu', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'new-RefersTo', '', 'FinalPriority', 10, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'Due', '2007-04-11 18:35:38', 'TimeWorked-TimeUnits', 'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1, 'TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', '', 'Queue', 'Unix', 'AdminCc', '', 'Requestors', ' me at purdue.edu', 'Object-RT::Ticket--CustomField-2-Values', '', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'new-RefersTo', '', 'FinalPriority', 10, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'Due', '2007-04-11 18:35:38', 'TimeWorked-TimeUnits', 'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Request.pm line 915 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x1e60fb8)', 'TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', '', 'Queue', 'Unix', 'AdminCc', '', 'Requestors', ' me at purdue.edu', 'Object-RT::Ticket--CustomField-2-Values', '', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'new-RefersTo', '', 'FinalPriority', 10, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'Due', '2007-04-11 18:35:38', 'TimeWorked-TimeUnits', 'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at /opt/rt3/local/html/autohandler line 282 HTML::Mason::Commands::__ANON__('TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', '', 'Queue', 'Unix', 'AdminCc', '', 'Object-RT::Ticket--CustomField-2-Values', '', 'Requestors', ' me at purdue.edu', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'new-RefersTo', '', 'FinalPriority', 10, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'Due', '2007-04-11 18:35:38', 'TimeWorked-TimeUnits', 'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xaf54e0)', 'TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', '', 'Queue', 'Unix', 'AdminCc', '', 'Object-RT::Ticket--CustomField-2-Values', '', 'Requestors', ' me at purdue.edu', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'new-RefersTo', '', 'FinalPriority', 10, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'Due', '2007-04-11 18:35:38', 'TimeWorked-TimeUnits', 'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Request.pm line 1251 eval {...} at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Request.pm line 1246 HTML::Mason::Request::comp(undef, undef, undef, 'TimeEstimated', '', 'Status', 'open', 'new-DependsOn', '', 'Object-RT::Ticket--CustomField-1-Values', '', 'Queue', 'Unix', 'AdminCc', '', 'Object-RT::Ticket--CustomField-2-Values', '', 'Requestors', ' me at purdue.edu', 'InitialPriority', 1, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'TimeEstimated-TimeUnits', 'minutes', 'Cc', '', 'Subject', 'This is a test. Please ignore', 'new-RefersTo', '', 'FinalPriority', 10, 'RefersTo-new', '', 'TimeLeft-TimeUnits', 'minutes', 'TimeLeft', '', 'Object-RT::Ticket--CustomField-1-Values-Magic', 1, 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'Testing again.^M^J^M^J-- ^M^JSteve', 'Due', '2007-04-11 18:35:38', 'TimeWorked-TimeUnits', 'minutes', 'Object-RT::Ticket--CustomField-2-Values-Magic', 1) called at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Request.pm line 460 eval {...} at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Request.pm line 460 eval {...} at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/Request.pm line 412 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1e60fb8)') called at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1e60fb8)') called at /opt/perlsite/lib/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x123ae50)', 'Apache2::RequestRec=SCALAR(0x1f20d70)') called at /opt/rt3/bin/webmux.pl line 123 eval {...} at /opt/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0x1f20d70)') called at -e line 0 eval {...} at -e line 0 Any help would be greatly appreciated. Thanks, Steve Holmes On 3/7/07, jmoseley at pgtv.com < jmoseley at pgtv.com> wrote: I would look for perl or apache patches. Were these simply Solaris OS patches for security, or was this a jumbo patch which includes updates for other installed software. Problem with new versions of Solaris is that they come with Apache, Sendmail, Perl (I believe) - I wouldn't install any of that if possible... James Moseley "Steve Holmes" < sholmes42 at mac.co m> To Sent by: " jmoseley at pgtv.com" sholmes42 at gmail.c < jmoseley at pgtv.com> om cc "RT Users" , 03/07/2007 02:46 rt-users-bounces at lists.bestpractica PM l.com Subject Re: [rt-users] Can't create new tickets, new problem James, It looks like 58 patches were applied on the RT server. I can list them for you if you like. No we have not tried to back any of them out. I'm not sure how to know which ones would be appropriate to backout. I'm about to start reading all of the READMEs for the patches to see if I can find anything that stands out. Thanks, Steve On 3/7/07, jmoseley at pgtv.com < jmoseley at pgtv.com > wrote: Which Solaris patches were installed? Have you tried backing out of them? James Moseley "Steve Holmes" < sholmes42 at mac.co m> To Sent by: "RT Users" rt-users-bounces@ < rt-users at lists.bestpractical.com> lists.bestpractic cc al.com Subject [rt-users] Can't create new 03/07/2007 02:15 tickets, new problem PM My install of RT 3.6.1 (on Solaris 10, mysql 5.0.22) has been working very nicely for several months. We only have about 80 tickets, but we have been able to create tickets with no problems both in the web interface and via email. That is, until today. Now I get: error: Transactions not supported by database at /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm line 1668. context: ... 1664: sub begin_work { 1665: my $dbh = shift; 1666: return $dbh->set_err(1, "Already in a transaction") 1667: unless $dbh->FETCH('AutoCommit'); 1668: $dbh->STORE('AutoCommit', 0); # will croak if driver doesn't support it 1669: $dbh->STORE('BegunWork', 1); # trigger post commit/rollback action 1670: return 1; 1671: } 1672: ... code /opt/perlsite/lib/site_perl/5.8.7/sun4-solaris/DBI.pm:1668 stack: /opt/perlsite/lib/site_perl/5.8.7 /DBIx/SearchBuilder/Handle.pm:720 /opt/rt3/lib/RT/Ticket_Overlay.pm:564 /opt/rt3/lib/RT/Interface/Web.pm:446 /opt/rt3/share/html/Ticket/Display.html:103 /opt/rt3/share/html/Ticket/Create.html:300 /opt/rt3/share/html/autohandler:279 when trying to create a ticket on the web. I get similar, but slightly different errors from an email attempt. I've searched the archives and the wiki but any mention of the keywords here are from 2002 or so. I checked the rt3.Transactions table on the mysql server it it is INNODB. Are there other tables to check? I haven't modified RT or the mysql server at all in many weeks. However, Solaris patches were applied last night. Unfortunately, I can't see anything has changed in the RT or the mysql install. And SearchBuilder is up to date according to CPAN. Appreciate any ideas of where to look. Thanks, Steve Holmes From kellermg at potsdam.edu Mon Mar 12 16:22:00 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Mon, 12 Mar 2007 16:22:00 -0400 Subject: [rt-users] Requestor email address ignored In-Reply-To: <000601c764dc$e4f458f0$800101df@nearyconsulting.com> References: <000601c764dc$e4f458f0$800101df@nearyconsulting.com> Message-ID: <1173730920.3796.45.camel@mlap> If adoppler is making changes, it won't bother e-mailing adoppler because obviously adoppler knows about them because adoppler is the one who made them. On Mon, 2007-03-12 at 19:30 +0000, Andreas Doppler wrote: > When creating, commenting or resolving a ticket emails are not created, > claiming that there are no recipients. > > I carefully checked the tickets and found, that there ARE email addresses. > > Ticket Data: > > The Basics > Id: 400 > Status: resolved > Left: 0 min > Priority: 0/49 > Queue: IT Service Requests > > People > > Owner: adoppler > Requestors: adoppler > Cc: > AdminCc: > > I noticed that this seems to be one of the most annoying issues with RT. > > Reading the many questions and answers on this issue did not really help > since all suggested solutions did not solve my problem: > > First error on Scrip 8: > > Mar 12 19:13:13 rt RT: > #400/4824 - > Scrip 8 (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:238) > Mar 12 19:13:13 rt RT: > No > recipients found. Not sending. > (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:250) > > Scrip 8: > > Condition: On Comment > Action: Notify AdminCcs as Comment > Template: Global template: AdminComment > Stage: TransactionCreate > > Since there is no address for AdminCc, i understand this error. > > Second error on Scrip 9: > > Mar 12 19:13:13 rt RT: > #400/4824 - > Scrip 9 (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:238) > Mar 12 19:13:13 rt RT: > No > recipients found. Not sending. > (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:250) > > Scrip 9: > > Condition: On Comment > Action: Notify Other Recipients as Comment > Template: Global template: Correspondence > Stage: TransactionCreate > > Since there are no addresses for Other Recipients as well, i also understand > this error. > > Third error on Scrip 10: > > Mar 12 19:13:13 rt RT: > #400/4825 - > Scrip 10 (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:238) > Mar 12 19:13:13 rt RT: > No > recipients found. Not sending. > (/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:250) > > Scrip 10: > > Condition: On Resolve > Action: Notify Requestors > Template: Global template: Resolved > Stage: TransactionCreate > > Since there definitely is an address for the Requestor, i do not understand > this error. > > People > > Owner: adoppler > Requestors: adoppler > > > What am i doing wrong? > > Any help very much appreciated. > > Andreas > From bezruk at gmail.com Mon Mar 12 16:48:35 2007 From: bezruk at gmail.com (Konstantin N. Bezruchenko) Date: Mon, 12 Mar 2007 22:48:35 +0200 Subject: [rt-users] NotifyActor but not Requestor Message-ID: <2070cf420703121348q1d3b3de2sb638f7130e8053b1@mail.gmail.com> Hello, Usually i use RT both in web interface and mail client, and it's very useful to have full history in mail client. When i tell "full" i mean really full history including my own replies and comments. I found that i can have this enabling NotifyActor. But when i enable this feature, customers also receives their own replies. Is that possible to have NotifyActor enabled without sending notifies to customers. Basically Customer == Requestor. Thank you From sholmes42 at mac.com Mon Mar 12 17:12:40 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Mon, 12 Mar 2007 17:12:40 -0400 Subject: [rt-users] Can't create new tickets, new problem In-Reply-To: References: <43be87180703121224q24f4421bg1595b57640022bbd@mail.gmail.com> Message-ID: <43be87180703121412s569fced7i5c3cfbdb8e445d43@mail.gmail.com> Sorry, but we don't use sun's apache nor sun's perl. Unfortunately this RT server is on one of the central staff servers so backing out patches would be a very problematic. I might test an RT install on a different box, just to see if it makes a difference. Thanks anyway, Steve. On 3/12/07, jmoseley at pgtv.com wrote: > > Again, I would back out of all Sun patches that anything to do with apache > or perl, then see if things work - the problems did not start happening > until you applied those patches... It also appears you are using Sun's > perl and apache that came with Solaris 10 (or you managed to get from > Sun)? > If so, I would stronly recommend not using their packages and recompile > perl and apache (and other associated modules) from scratch. > > > James Moseley > > > James, thanks for your replies. > > All: > > [As a reminder I'm on Solaris 10, mysql 5.0.22, RT was 3.6.1, but is now > 3.6.3] > > I've been snooping around and can't find anything wrong which might cause > this. (I've googled, and searched the archives and the wiki.) I've checked > the rt3 database. Unless RT is doing something funny, the db is ok. I.e. > it > DOES support transactions (except for the sessions table which is a MyISAM > table) It DOES NOT get errors in mysql when I do a start transaction nor > when I do a set autocommitt = 0; > > > The errors I get in the RT logs are: > > Mar 12 10:46:12 localhost RT: Transaction not committed. Usually indicates > a software fault. Data loss may have occurred > (/opt/rt3/lib/RT/Interface/Web/Handler.pm:194)\n > > It is of mild curiosity that these errors are occuring on a timed basis > rather than on a usage basis. I.e. no one is actually using RT right now, > except when I'm testing it. > > What I did this morning: > > I upgraded RT to 3.6.3, I re-installed DBD::mysql on the RT server, I've > restarted apache. and I'm still getting this error. I can see tickets in > RT, I just can't create new tickets or update existing ones. > > Here is the raw error as displayed in the browser from trying to create > just one ticket (sorry for the wrap, some of these lines are VERY long): > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmoseley at pgtv.com Mon Mar 12 17:36:28 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Mon, 12 Mar 2007 15:36:28 -0600 Subject: [rt-users] Can't create new tickets, new problem In-Reply-To: <43be87180703121412s569fced7i5c3cfbdb8e445d43@mail.gmail.com> Message-ID: OK. But obviously one or more of the patches you applied broke something - I would take a look at each patch that was installed and compare them against the dependency requirements for RT. Then only back out of those patches. Backing out of Sun supplied patches (which I assume these are) is fairly straightforward and shouldn't cause a problem - why would backing out of a few patches on a central staff server be problematic? But it's not my system to run... If you are going to test on a different box, I would highly recommend not using Solaris, but instead go with a Linux distribution to take advantage of central package management - Redhat, Fedora, Gentoo, etc. It makes installing software, applying updates, etc, much more simpler. James Moseley "Steve Holmes" To Sent by: "jmoseley at pgtv.com" sholmes42 at gmail.c om cc "RT Users" , 03/12/2007 04:12 rt-users-bounces at lists.bestpractica PM l.com Subject Re: [rt-users] Can't create new tickets, new problem Sorry, but we don't use sun's apache nor sun's perl. Unfortunately this RT server is on one of the central staff servers so backing out patches would be a very problematic. I might test an RT install on a different box, just to see if it makes a difference. Thanks anyway, Steve. On 3/12/07, jmoseley at pgtv.com wrote: Again, I would back out of all Sun patches that anything to do with apache or perl, then see if things work - the problems did not start happening until you applied those patches... It also appears you are using Sun's perl and apache that came with Solaris 10 (or you managed to get from Sun)? If so, I would stronly recommend not using their packages and recompile perl and apache (and other associated modules) from scratch. James Moseley James, thanks for your replies. All: [As a reminder I'm on Solaris 10, mysql 5.0.22, RT was 3.6.1, but is now 3.6.3] I've been snooping around and can't find anything wrong which might cause this. (I've googled, and searched the archives and the wiki.) I've checked the rt3 database. Unless RT is doing something funny, the db is ok. I.e. it DOES support transactions (except for the sessions table which is a MyISAM table) It DOES NOT get errors in mysql when I do a start transaction nor when I do a set autocommitt = 0; The errors I get in the RT logs are: Mar 12 10:46:12 localhost RT: Transaction not committed. Usually indicates a software fault. Data loss may have occurred (/opt/rt3/lib/RT/Interface/Web/Handler.pm:194)\n It is of mild curiosity that these errors are occuring on a timed basis rather than on a usage basis. I.e. no one is actually using RT right now, except when I'm testing it. What I did this morning: I upgraded RT to 3.6.3, I re-installed DBD::mysql on the RT server, I've restarted apache. and I'm still getting this error. I can see tickets in RT, I just can't create new tickets or update existing ones. Here is the raw error as displayed in the browser from trying to create just one ticket (sorry for the wrap, some of these lines are VERY long): From urs.rau at uk.om.org Mon Mar 12 19:46:04 2007 From: urs.rau at uk.om.org (Urs Rau) Date: Mon, 12 Mar 2007 23:46:04 +0000 Subject: [rt-users] problems with setting up Personal ToDo lists on rt 3.6.3 Message-ID: <45F5E63C.1020905@uk.om.org> I am trying to setup Personal ToDo lists as mentioned in the O'Reilly book p. 113 + 114 One of the aims is to make sure the staff can't see each others ToDo items. Queue name: TODO ACLs for priviledged users on the queue SeeQueue CreateTicket OwnTicket ACLs for the Owner CommentOnTicket ShowTicket ShowTicketComments ReplyToTickets ModifyTicket The problem appears to be that everybody can see the items if they got created by email. Only after the requestor has gone to the website and 'taken' the item will it disappear from the others lists. A couple questions, how would I write a scrip to assign the 'Owner' value to the user associated with the staff emails sender address? So if jim at domain.net sends to rt-todo at domain.net I would like the 'Owner' for that ticket to be set to user 'tim', right there at ticket creation time. How do I do such a thing? Thanks for any pointers. -- Urs Rau From c.a.vincent at newcastle.ac.uk Tue Mar 13 05:18:21 2007 From: c.a.vincent at newcastle.ac.uk (Carl Vincent) Date: Tue, 13 Mar 2007 09:18:21 -0000 Subject: [rt-users] Workflow question: RT on both ends of a ticket In-Reply-To: <45F5986A.9010008@gmail.com> References: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> <45F591FB.4020604@lbl.gov> <45F5986A.9010008@gmail.com> Message-ID: <96F77944E1BA554D814FBC549EC5D3F00524B1D5@moonraker.campus.ncl.ac.uk> >>> The fun starts when we want to run a workshop at our own venue: >>> Following the plan above, our RT system ends up on both ends of the >>> ticket. Ideally the workflow process would be the same whether we're >>> using our venue of one elsewhere, but at the moment our team have to >>> treat these tickets differently (tickets are linked >>> refers-to/referred-by and you have to check both for the >full picture). >>> >>> I've kind of resigned myself to run a separate RT for our venue >>> management operation - then the two RTs can talk to each >other. I'd also >>> considered writing something to rewrite the headers to fool RT into >>> thinking it was talking to a separate RT instance - though >I don't know >>> how hard that would be. >>> >>> Does anyone else have a suggestion to smooth out this >abnormality in our >>> workflow? >>> > > Are all these tickets in the same Queue? I don't understand why > > using different Queues wouldn't work. > >I think he has separate queues but wants the email response >going out of >one of the queues to be accepted back into a different queue where it >will reach the right people. If you had different RT instances you >could find the different RT names in the subject line and each could >have different ticket numbers, but I don't think there is a >handy way to >do this in a single instance. You can manually move the >ticket into the >right queue before responding (if you have rights to do both), >but then >it becomes a special case instead of just replying. Thanks Les, that's exactly the situation - one RT instance, two queues, two groups of people dealing with them, but they want to communicate as they would with "external" people. Is there any mileage in writing a filter outside RT to rewrite the headers? I'm thinking it shouldn't be too hard to have a filter before rt which takes a subject like: [Netskills #1234] {Netskills #1236} Workshop booking details 10 Apr and translates it to: [Netskills #1236] {Netskills #1234} Workshop booking details 10 Apr before passing it on to RT. Would that be worth a go do you think? Cheers Carl -- -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Carl Vincent http://www.netskills.ac.uk/ (URL) Systems Manager 0191 222 5003 (voice) Netskills, Newcastle University 0191 222 5001 (fax) Training - Accreditation - Consultancy - Development From rfh at pipex.net Tue Mar 13 06:55:00 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 13 Mar 2007 10:55:00 +0000 Subject: [rt-users] Workflow question: RT on both ends of a ticket In-Reply-To: <96F77944E1BA554D814FBC549EC5D3F00524B1D5@moonraker.campus.ncl.ac.uk> References: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> <45F591FB.4020604@lbl.gov> <45F5986A.9010008@gmail.com> <96F77944E1BA554D814FBC549EC5D3F00524B1D5@moonraker.campus.ncl.ac.uk> Message-ID: <45F68304.8030709@pipex.net> Hi Carl; Have you investigated having relationship between the 2 tickets (parent/child or refer to etc) then applying a scrip when an update to one submits an update to the other?? Roy Carl Vincent wrote: >>>> The fun starts when we want to run a workshop at our own venue: >>>> Following the plan above, our RT system ends up on both ends of the >>>> ticket. Ideally the workflow process would be the same whether we're >>>> using our venue of one elsewhere, but at the moment our team have to >>>> treat these tickets differently (tickets are linked >>>> refers-to/referred-by and you have to check both for the >>>> >> full picture). >> >>>> I've kind of resigned myself to run a separate RT for our venue >>>> management operation - then the two RTs can talk to each >>>> >> other. I'd also >> >>>> considered writing something to rewrite the headers to fool RT into >>>> thinking it was talking to a separate RT instance - though >>>> >> I don't know >> >>>> how hard that would be. >>>> >>>> Does anyone else have a suggestion to smooth out this >>>> >> abnormality in our >> >>>> workflow? >>>> >>>> >>> Are all these tickets in the same Queue? I don't understand why >>> using different Queues wouldn't work. >>> >> I think he has separate queues but wants the email response >> going out of >> one of the queues to be accepted back into a different queue where it >> will reach the right people. If you had different RT instances you >> could find the different RT names in the subject line and each could >> have different ticket numbers, but I don't think there is a >> handy way to >> do this in a single instance. You can manually move the >> ticket into the >> right queue before responding (if you have rights to do both), >> but then >> it becomes a special case instead of just replying. >> > > Thanks Les, that's exactly the situation - one RT instance, two queues, > two groups of people dealing with them, but they want to communicate as > they would with "external" people. > > Is there any mileage in writing a filter outside RT to rewrite the > headers? I'm thinking it shouldn't be too hard to have a filter before > rt which takes a subject like: > > [Netskills #1234] {Netskills #1236} Workshop booking details 10 Apr > > and translates it to: > > [Netskills #1236] {Netskills #1234} Workshop booking details 10 Apr > > before passing it on to RT. Would that be worth a go do you think? > > Cheers > > Carl > > From c.a.vincent at newcastle.ac.uk Tue Mar 13 08:05:23 2007 From: c.a.vincent at newcastle.ac.uk (Carl Vincent) Date: Tue, 13 Mar 2007 12:05:23 -0000 Subject: [rt-users] Workflow question: RT on both ends of a ticket In-Reply-To: <45F68304.8030709@pipex.net> References: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> <45F591FB.4020604@lbl.gov> <45F5986A.9010008@gmail.com> <96F77944E1BA554D814FBC549EC5D3F00524B1D5@moonraker.campus.ncl.ac.uk> <45F68304.8030709@pipex.net> Message-ID: <96F77944E1BA554D814FBC549EC5D3F00524B324@moonraker.campus.ncl.ac.uk> >From: Roy El-Hames [mailto:rfh at pipex.net] >Sent: 13 March 2007 10:55 >To: Carl Vincent >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Workflow question: RT on both ends of a ticket >>> I think he has separate queues but wants the email response >>> going out of >>> one of the queues to be accepted back into a different >queue where it >>> will reach the right people. If you had different RT instances you >>> could find the different RT names in the subject line and >each could >>> have different ticket numbers, but I don't think there is a >>> handy way to >>> do this in a single instance. You can manually move the >>> ticket into the >>> right queue before responding (if you have rights to do both), >>> but then >>> it becomes a special case instead of just replying. >> Is there any mileage in writing a filter outside RT to rewrite the >> headers? I'm thinking it shouldn't be too hard to have a >filter before >> rt which takes a subject like: >> >> [Netskills #1234] {Netskills #1236} Workshop booking details 10 Apr >> >> and translates it to: >> >> [Netskills #1236] {Netskills #1234} Workshop booking details 10 Apr >> >> before passing it on to RT. Would that be worth a go do you think? >Have you investigated having relationship between the 2 tickets >(parent/child or refer to etc) then applying a scrip when an update to >one submits an update to the other?? I'd not thought of that - there's already some ticket relationships going on, so the scrip would have to figure out if the related ticket was in the apppropriate queue or not before choosing to update it. Cheers Carl From jlentz at andrew.cmu.edu Tue Mar 13 08:09:53 2007 From: jlentz at andrew.cmu.edu (Jasen M. Lentz) Date: Tue, 13 Mar 2007 08:09:53 -0400 Subject: [rt-users] Service Unavailable after FC5 patches and upgrade Message-ID: <006901c76568$82227950$a0780280@bombalurinaps> I get the following when trying to send messages to rt from localhost and external: >From maillog Mar 13 07:51:33 cmgrt smrsh: uid 8: attempt to use "rt-mailgate --queue general --action correspond --url https://cmgrt.andrew.cmu.edu/rt/" (stat failed) Mar 13 07:51:33 cmgrt sendmail[3252]: l2DBpXdN003251: to="|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url https://cmgrt.andrew.cmu.edu/rt/", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30519, dsn=5.0.0, stat=Service unavailable Mar 13 07:51:33 cmgrt sendmail[3252]: l2DBpXdN003251: l2DBpXdN003252: DSN: Service unavailable What could be causing this? Exim and Sendmail are running. Thanks! JML ---------------------------------------------------------------------------- --- Jasen M. Lentz UNIX System Administrator Production Services, Computing Services Carnegie-Mellon University 4910 Forbes Ave CYH-A71 Pittsburgh, PA 15213 Phone: 412-268-3823 (Shared Extension) Cell: 412-559-6720 CompTIA A+ and Server+ Certified Hardware Technician -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Tue Mar 13 08:19:46 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 13 Mar 2007 12:19:46 +0000 Subject: [rt-users] Workflow question: RT on both ends of a ticket In-Reply-To: <96F77944E1BA554D814FBC549EC5D3F00524B324@moonraker.campus.ncl.ac.uk> References: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> <45F591FB.4020604@lbl.gov> <45F5986A.9010008@gmail.com> <96F77944E1BA554D814FBC549EC5D3F00524B1D5@moonraker.campus.ncl.ac.uk> <45F68304.8030709@pipex.net> <96F77944E1BA554D814FBC549EC5D3F00524B324@moonraker.campus.ncl.ac.uk> Message-ID: <45F696E2.2010102@pipex.net> Carl; >> Have you investigated having relationship between the 2 tickets >> (parent/child or refer to etc) then applying a scrip when an update to >> one submits an update to the other?? >> > > I'd not thought of that - there's already some ticket relationships > going on, so the scrip would have to figure out if the related ticket > was in the apppropriate queue or not before choosing to update it. > > I would use cfs to distinguish which tickets to auto update the related ticket .. We have a process not so different from yours, the way we did it, on a cf change a new ticket is forked out from the original as Depends on, however what we do is only comments are propagated, correspondence are kept separate in each ticket. Roy From lesmikesell at gmail.com Tue Mar 13 08:47:58 2007 From: lesmikesell at gmail.com (Les Mikesell) Date: Tue, 13 Mar 2007 07:47:58 -0500 Subject: [rt-users] Workflow question: RT on both ends of a ticket In-Reply-To: <96F77944E1BA554D814FBC549EC5D3F00524B1D5@moonraker.campus.ncl.ac.uk> References: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> <45F591FB.4020604@lbl.gov> <45F5986A.9010008@gmail.com> <96F77944E1BA554D814FBC549EC5D3F00524B1D5@moonraker.campus.ncl.ac.uk> Message-ID: <45F69D7E.9010706@gmail.com> Carl Vincent wrote: >> I think he has separate queues but wants the email response >> going out of >> one of the queues to be accepted back into a different queue where it >> will reach the right people. If you had different RT instances you >> could find the different RT names in the subject line and each could >> have different ticket numbers, but I don't think there is a >> handy way to >> do this in a single instance. You can manually move the >> ticket into the >> right queue before responding (if you have rights to do both), >> but then >> it becomes a special case instead of just replying. > > Thanks Les, that's exactly the situation - one RT instance, two queues, > two groups of people dealing with them, but they want to communicate as > they would with "external" people. > > Is there any mileage in writing a filter outside RT to rewrite the > headers? I'm thinking it shouldn't be too hard to have a filter before > rt which takes a subject like: > > [Netskills #1234] {Netskills #1236} Workshop booking details 10 Apr > > and translates it to: > > [Netskills #1236] {Netskills #1234} Workshop booking details 10 Apr > > before passing it on to RT. Would that be worth a go do you think? One approach would be to make a 3rd queue that has the combined set of users (fairly easy if you manage the users by putting them in groups and then using the groups for the queue permissions and watchers). It wouldn't be completely transparent because you would either have to create the ticket in this new queue or someone would have to recognize the sender and push it there, but after that the right things would happen. On the other hand, depending on the relationship between the groups you might not want them both to have complete access to the ticket (one end may want it closed before the other, etc.). -- Les Mikesell lesmikesell at gmail.com From sholmes42 at mac.com Tue Mar 13 09:09:07 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Tue, 13 Mar 2007 09:09:07 -0400 Subject: [rt-users] Can't create new tickets, new problem In-Reply-To: References: <43be87180703121412s569fced7i5c3cfbdb8e445d43@mail.gmail.com> Message-ID: <43be87180703130609s347d81ecub184f8b6399560e8@mail.gmail.com> Turns out it was a version mis-match between the mysql running on the database server and the mysql running on the RT server. We had overlooked the fact that the new version got started when the RT server host was rebooted after the patches. The mysql server (a separate host) didn't get upgraded until yesterday. Not the right order of doing things, but it was unintentional and taught us a valuable lesson. Thanks again. Steve. On 3/12/07, jmoseley at pgtv.com wrote: > > OK. But obviously one or more of the patches you applied broke something > - > I would take a look at each patch that was installed and compare them > against the dependency requirements for RT. Then only back out of those > patches. Backing out of Sun supplied patches (which I assume these are) > is > fairly straightforward and shouldn't cause a problem - why would backing > out of a few patches on a central staff server be problematic? But it's > not my system to run... > > If you are going to test on a different box, I would highly recommend not > using Solaris, but instead go with a Linux distribution to take advantage > of central package management - Redhat, Fedora, Gentoo, etc. It makes > installing software, applying updates, etc, much more simpler. > > > James Moseley > > > > > > "Steve Holmes" > m> To > Sent by: "jmoseley at pgtv.com" > sholmes42 at gmail.c > om cc > "RT Users" > , > 03/12/2007 04:12 rt-users-bounces at lists.bestpractica > PM l.com > Subject > Re: [rt-users] Can't create new > tickets, new problem > > > > > > > > > > > Sorry, but we don't use sun's apache nor sun's perl. Unfortunately this RT > server is on one of the central staff servers so backing out patches would > be a very problematic. I might test an RT install on a different box, just > to see if it makes a difference. > > Thanks anyway, > Steve. > > > On 3/12/07, jmoseley at pgtv.com wrote: > Again, I would back out of all Sun patches that anything to do with > apache > or perl, then see if things work - the problems did not start happening > until you applied those patches... It also appears you are using Sun's > perl and apache that came with Solaris 10 (or you managed to get from > Sun)? > If so, I would stronly recommend not using their packages and recompile > perl and apache (and other associated modules) from scratch. > > > James Moseley > > > James, thanks for your replies. > > All: > > [As a reminder I'm on Solaris 10, mysql 5.0.22, RT was 3.6.1, but is now > 3.6.3] > > I've been snooping around and can't find anything wrong which might > cause > this. (I've googled, and searched the archives and the wiki.) I've > checked > the rt3 database. Unless RT is doing something funny, the db is ok. I.e. > it > DOES support transactions (except for the sessions table which is a > MyISAM > table) It DOES NOT get errors in mysql when I do a start transaction nor > when I do a set autocommitt = 0; > > > The errors I get in the RT logs are: > > Mar 12 10:46:12 localhost RT: Transaction not committed. Usually > indicates > a software fault. Data loss may have occurred > (/opt/rt3/lib/RT/Interface/Web/Handler.pm:194)\n > > It is of mild curiosity that these errors are occuring on a timed basis > rather than on a usage basis. I.e. no one is actually using RT right > now, > except when I'm testing it. > > What I did this morning: > > I upgraded RT to 3.6.3, I re-installed DBD::mysql on the RT server, I've > restarted apache. and I'm still getting this error. I can see tickets in > RT, I just can't create new tickets or update existing ones. > > Here is the raw error as displayed in the browser from trying to create > just one ticket (sorry for the wrap, some of these lines are VERY long): > > > -- I believe I found the missing link between animal and civilized man. It is us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989) We in America do not have government by the majority. We have government by the majority who participate. -Thomas Jefferson, third US president, architect and author (1743-1826) -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-user at balonis.com Tue Mar 13 09:36:18 2007 From: rt-user at balonis.com (Frank Balonis) Date: Tue, 13 Mar 2007 09:36:18 -0400 Subject: [rt-users] Issue with Extended mail commands Message-ID: <001001c76574$95ad6910$332e17ac@frankaccl> Hello, We are currently running RT 3.4.4 on Debian. I have installed RT-Extension-CommandByMail along with the applicable patch. The issue we are having is our own software solution sends out automated alert emails to our support email with this as first line in the notificaiton: hostname: xxxxx this causes an Extended mailgate error for the unknown command "hostname". My question is how can I resolve this? Shouldn't the extension ignore entries that are not commands? Thank-you, Frank -------------- next part -------------- An HTML attachment was scrubbed... URL: From gilhoole at buffalo.edu Tue Mar 13 10:34:23 2007 From: gilhoole at buffalo.edu (Gilhooley, Dennis) Date: Tue, 13 Mar 2007 10:34:23 -0400 Subject: [rt-users] RT 3.6.3 and problem with RT::Action::Notify and NotifyAsComment Message-ID: <47712B5D8D3E274682275E3F64B0E677014C0382@ubitmb-cc1.itorg.ad.buffalo.edu> Hi! I am having a similar problem to dkubilos at oxnardsd posted on 3/1. Since we upgraded to RT 3.6.3 (running on an Apple Server (OS X Server 10.4.8), we are having problems with the sending of e-mail when a comment is posted. A "Reply" which generates a correspond action, works fine, but if you click on Comment from the Ticket Display screen, enter a comment and click Update Ticket, the ticket is updated with the comment but no mail is generated. Nothing ever hits the mail logs, but in the RT log, I see the following: ======================================================================== = [Tue Mar 13 14:20:16 2007] [error]: Scrip Prepare 8 died. - Can't locate object method "new" via package "RT::Action::NotifyAsComment" at /opt/rt3/lib/RT/ScripAction_Overlay.pm line 177, line 23. ======================================================================== = I also see similar errors in the RT log with RT::Action::Notify listed as the offending package. I have run make testdeps on our prod machine and everything appears to be in order. I have repaired permissions on the server thinking it may have been a permissions issue. I have upgraded DBIx::SearchBuilder since I saw this solving a similar issue. I am still seeing the error. Any ideas or directions you can point me in would be greatly appreciated. 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 ---------------------------------------------------------------------- From jesse at bestpractical.com Tue Mar 13 11:27:55 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Mar 2007 11:27:55 -0400 Subject: [rt-users] RT 3.6.3 and problem with RT::Action::Notify and NotifyAsComment In-Reply-To: <47712B5D8D3E274682275E3F64B0E677014C0382@ubitmb-cc1.itorg.ad.buffalo.edu> References: <47712B5D8D3E274682275E3F64B0E677014C0382@ubitmb-cc1.itorg.ad.buffalo.edu> Message-ID: <20070313152754.GV2207@bestpractical.com> > ======================================================================== > = > [Tue Mar 13 14:20:16 2007] [error]: Scrip Prepare 8 died. - Can't locate > object method "new" via package "RT::Action::NotifyAsComment" at > /opt/rt3/lib/RT/ScripAction_Overlay.pm line 177, line 23. > ======================================================================== > = > > I also see similar errors in the RT log with RT::Action::Notify listed > as the offending package. > > I have run make testdeps on our prod machine and everything appears to > be in order. When you start up apache, are there other errors in the logs? -j > > I have repaired permissions on the server thinking it may have been a > permissions issue. > > I have upgraded DBIx::SearchBuilder since I saw this solving a similar > issue. > > I am still seeing the error. > > Any ideas or directions you can point me in would be greatly > appreciated. > > 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://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- From rtparies at gmail.com Tue Mar 13 11:37:01 2007 From: rtparies at gmail.com (Randy Paries) Date: Tue, 13 Mar 2007 10:37:01 -0500 Subject: [rt-users] Need some help getting html2mime to work In-Reply-To: <43be87180703121031u6e6aaf58p55f2e6467555aa9b@mail.gmail.com> References: <43be87180703121031u6e6aaf58p55f2e6467555aa9b@mail.gmail.com> Message-ID: Steve I appreciate the help. So i put in a symlink to my my /etc/smrsh ( where i also found my rt-mailgate from when i first installed rt3) so now i get the error =========================================== smrsh: cannot use | in command 554 5.0.0 Service unavailable Thanks for anymore help On 3/12/07, Steve Holmes wrote: > You need a symlink in your sm.bin directory pointing to the html2mime > executable. The sm.bin directory might be in /var/adm, depending on your > sendmail configuration. See man smrsh(1M). > > Steve > > > On 3/10/07, Randy Paries wrote: > > > > Hello, > > I found this article > > http://wiki.bestpractical.com/index.cgi?html2mime > > this is just what i need > > > > so i created the script and added the line to my aliases > > rt-cluster-help: "|/home/rt3/bin/html2mime | > > /home/rt3/bin/rt-mailgate --queue ClusterHelp --action correspond > > --url http://rt3.domain.com/" > > > > i made the permissions of /home/rt3/bin/html2mime the same as > > /home/rt3/bin/rt-mailgate > > > > yet when i try to use it , i get the error... > > > ================================================================= > > ----- The following addresses had permanent fatal errors ----- > > "|/home/rt3/bin/html2mime | /home/rt3/bin/rt-mailgate --queue > > ClusterHelp --action correspond --url http://rt3.domain.com/" > > (reason: Service unavailable) > > (expanded from: < rt-cluster-help at rt3.domain.com>) > > > > ----- Transcript of session follows ----- > > smrsh: "html2mime" not available for sendmail programs (stat failed) > > 554 5.0.0 Service unavailable > > > ================================================================= > > > > thanks if anyone can give me any suggestions. > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > From chaag at ironport.com Tue Mar 13 11:36:58 2007 From: chaag at ironport.com (Chris Haag) Date: Tue, 13 Mar 2007 08:36:58 -0700 Subject: [rt-users] Is it possible to create "bookmarked" queries on Custom Fields? In-Reply-To: <20070313092059.45F4A4D81CE@diesel.bestpractical.com> References: <20070313092059.45F4A4D81CE@diesel.bestpractical.com> Message-ID: <45F6C51A.6090302@ironport.com> I am running an older version, 3.2.1. I'd like to create a query that my agents can bookmark that includes one of my custom fields. Is this possible? If so, do I use what I see in the Create.html page? For ex "%20AND%20CustomField-42-Values%20%3D%20%27Priority_1" Thanks Chris From jboris at adphila.org Tue Mar 13 12:49:07 2007 From: jboris at adphila.org (John BORIS) Date: Tue, 13 Mar 2007 11:49:07 -0500 Subject: [rt-users] Anyone have a script to move RT Attachments into RTFM Message-ID: I have been searching the Wiki and the archives but haven't found anything. I would like to have Tickets that are sent to a certain queue via email to automatically have the attachment that is in the request added to RTFM. I haven't found anything like this and I am not sure it can be done. I have a cron job that generales reports each day and sends them to users. I want to archive these in RTFM for now. In the past I have been just making a copy of the report in a web directory but RTFM at least is a bit easier to view the reports. 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 gilhoole at buffalo.edu Tue Mar 13 12:39:28 2007 From: gilhoole at buffalo.edu (Gilhooley, Dennis) Date: Tue, 13 Mar 2007 12:39:28 -0400 Subject: [rt-users] RT 3.6.3 and problem with RT::Action::Notify and NotifyAsComment In-Reply-To: <20070313152754.GV2207@bestpractical.com> Message-ID: <47712B5D8D3E274682275E3F64B0E677014C0386@ubitmb-cc1.itorg.ad.buffalo.edu> Hi Jesse. I just stopped and restarted Apache and I did not see any error or warning messages in either the Apache logs or RT logs. However, I had not done this since I installed a couple of Perl Modules (DBIx::SearchBuilder) and ran Repair Permissions on the hard drive. Once I restarted Apache, RT was not working. I was now getting: ======================================================================= [Tue Mar 13 12:08:18 2007] [error] Connect Failed ERROR OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions, etc.\n at /opt/rt3/lib/RT.pm line 205\n ======================================================================= I never had to worry about ORACLE_HOME before, but I added the code to set it to my apachctl script and stopped and restarted Apache and now RT is running fine. Also, oddly enough, the mail problem I was seeing is now gone. I think we must have some deep rooted perl module / permission issues. We have also been battling double login (you authenticate once, and then as soon as you click to do anything in RT, you get challenged again - once you authenticate a second time, you are fine). I would not be surprised if this is a symptom of this underlying problem as well. We just got support from Best Practical and hopefully they will be able to fix this. For now, it appears that mail is working fine again for us, from both Correspond and Comment. Denny -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, March 13, 2007 11:28 AM To: Gilhooley, Dennis Cc: RT-Users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.3 and problem with RT::Action::Notify and NotifyAsComment When you start up apache, are there other errors in the logs? -j From jesse at bestpractical.com Tue Mar 13 12:44:26 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Mar 2007 12:44:26 -0400 Subject: [rt-users] RT 3.6.3 and problem with RT::Action::Notify and NotifyAsComment In-Reply-To: <47712B5D8D3E274682275E3F64B0E677014C0386@ubitmb-cc1.itorg.ad.buffalo.edu> References: <20070313152754.GV2207@bestpractical.com> <47712B5D8D3E274682275E3F64B0E677014C0386@ubitmb-cc1.itorg.ad.buffalo.edu> Message-ID: <20070313164426.GW2207@bestpractical.com> > We just got support from Best Practical and hopefully they will > be able to fix this. That's me ;) I'll keep an eye out for your support ticket as it comes in. Best, Jesse From KFCrocker at lbl.gov Tue Mar 13 13:08:43 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 13 Mar 2007 10:08:43 -0700 Subject: [rt-users] Data pathways Message-ID: <45F6DA9B.3060401@lbl.gov> To all, All of the code we use on Rt is something we found using all the examples you guys send in to the user's group. For example, the following code is not something we invented, but copied. $trans->Message->First->GetHeader eq 'Received' $Transaction->Content() $Ticket_Description = $Ticket->FirstCustomFieldValue('Description') However, I was wondering where the examples are for such code. Where do I find the pathway for the creator of a ticket? I tried {$Ticket->Creator} but only got a numer. How do I get the actual UserID? How do I find out how to find other data? I tried looking at the DataBase and using record names but that doesn't seem to work. I can probably figure out what to do if I can find the info on how to access the data or figure out the pathway. Thanks. Kenn LBNL From rfh at pipex.net Tue Mar 13 13:16:04 2007 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 13 Mar 2007 17:16:04 +0000 Subject: [rt-users] Data pathways In-Reply-To: <45F6DA9B.3060401@lbl.gov> References: <45F6DA9B.3060401@lbl.gov> Message-ID: <45F6DC54.10905@pipex.net> Kenneth; RT Essentials is a good start also the wiki and the best source of all is in /opt/rt3/lib/RT and /opt/rt3/share/html (if you have installed RT in /opt) or example you query about $Ticket->Creator if you look in /opt/rt3/lib/RT/Tickets_Overlay.pm or /opt/rt3/lib/RT/Ticket_Overlay.pm you 'll find that what you need is: $Ticket->CreatorObj->Name (for the Creator's name) or $Ticket->CreatorObj->EmailAddress for the email address Roy Kenneth Crocker wrote: > To all, > > > All of the code we use on Rt is something we found using all the > examples you guys send in to the user's group. For example, the > following code is not something we invented, but copied. > > $trans->Message->First->GetHeader eq 'Received' > $Transaction->Content() > $Ticket_Description = $Ticket->FirstCustomFieldValue('Description') > > However, I was wondering where the examples are for such code. > Where do I find the pathway for the creator of a ticket? I tried > {$Ticket->Creator} but only got a numer. How do I get the actual > UserID? How do I find out how to find other data? I tried looking at > the DataBase and using record names but that doesn't seem to work. I > can probably figure out what to do if I can find the info on how to > access the data or figure out the pathway. 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 Tue Mar 13 13:52:49 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 13 Mar 2007 10:52:49 -0700 Subject: [rt-users] Data pathways In-Reply-To: <45F6DC54.10905@pipex.net> References: <45F6DA9B.3060401@lbl.gov> <45F6DC54.10905@pipex.net> Message-ID: <45F6E4F1.7020508@lbl.gov> Roy, Thanks. I'll get right to it. Kenn LBNL Roy El-Hames wrote: > Kenneth; > > RT Essentials is a good start also the wiki > and the best source of all is in > /opt/rt3/lib/RT and /opt/rt3/share/html (if you have installed RT in /opt) > or example you query about $Ticket->Creator > if you look in /opt/rt3/lib/RT/Tickets_Overlay.pm or > /opt/rt3/lib/RT/Ticket_Overlay.pm you 'll find that what you need is: > $Ticket->CreatorObj->Name (for the Creator's name) or > $Ticket->CreatorObj->EmailAddress for the email address > > Roy > > > Kenneth Crocker wrote: >> To all, >> >> >> All of the code we use on Rt is something we found using all the >> examples you guys send in to the user's group. For example, the >> following code is not something we invented, but copied. >> >> $trans->Message->First->GetHeader eq 'Received' >> $Transaction->Content() >> $Ticket_Description = $Ticket->FirstCustomFieldValue('Description') >> >> However, I was wondering where the examples are for such code. >> Where do I find the pathway for the creator of a ticket? I tried >> {$Ticket->Creator} but only got a numer. How do I get the actual >> UserID? How do I find out how to find other data? I tried looking at >> the DataBase and using record names but that doesn't seem to work. I >> can probably figure out what to do if I can find the info on how to >> access the data or figure out the pathway. 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 kamber.dalal at verizonbusiness.com Tue Mar 13 14:24:39 2007 From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber)) Date: Tue, 13 Mar 2007 18:24:39 +0000 Subject: [rt-users] Dates fields in Reply Page Message-ID: <2ACF6489BC112B4F9C8956BADB9228E605DC9D7E@ASHEVS005.mcilink.com> Currently in RT the reply page has: Status, Owner, Worked, Update Type, Subject, Cc Bcc, etc. fields. How can one include the Due Date field in the reply page? Thank you Kamber Dalal -------------- next part -------------- An HTML attachment was scrubbed... URL: From rwerner at usscript.com Tue Mar 13 17:58:09 2007 From: rwerner at usscript.com (Robert G. Werner) Date: Tue, 13 Mar 2007 14:58:09 -0700 Subject: [rt-users] Service Unavailable after FC5 patches and upgrade In-Reply-To: <006901c76568$82227950$a0780280@bombalurinaps> References: <006901c76568$82227950$a0780280@bombalurinaps> Message-ID: <45F71E71.2010707@usscript.com> Jasen M. Lentz wrote: > I get the following when trying to send messages to rt from localhost > and external: > > > > From maillog > > > > Mar 13 07:51:33 cmgrt smrsh: uid 8: attempt to use "rt-mailgate --queue > general --action correspond --url https://cmgrt.andrew.cmu.edu/rt/" > (stat failed) [snip] You need to add a link to rt-mailgate.pl /etc/smrsh so that sendmail will know that it is ok to run that command. This is a a result of sendmail trying not to run just any program on an email message. -- Robert G. Werner (Network Systems Administrator) rwerner at usscript.com 559.244.3734 Everything is possible. Pass the word. -- Rita Mae Brown, "Six of One" From rwerner at usscript.com Tue Mar 13 18:00:40 2007 From: rwerner at usscript.com (Robert G. Werner) Date: Tue, 13 Mar 2007 15:00:40 -0700 Subject: [rt-users] Issue with Extended mail commands In-Reply-To: <001001c76574$95ad6910$332e17ac@frankaccl> References: <001001c76574$95ad6910$332e17ac@frankaccl> Message-ID: <45F71F08.9090601@usscript.com> Frank Balonis wrote: > Hello, > > We are currently running RT 3.4.4 on Debian. I have installed > RT-Extension-CommandByMail along with the applicable patch. > > The issue we are having is our own software solution sends out automated > alert emails to our support email with this as first line in the > notificaiton: > > hostname: xxxxx [snip] My solution was to create a script using Mail::Audit to remove colons after the first word on anything sent to a particular queue. I would like it better if your proposal was implemented. Best of all, if the extended mail command would ignore everything after two \n (similar to how email itself separates headers from body content). -- Robert G. Werner (Network Systems Administrator) rwerner at usscript.com 559.244.3734 Everything is possible. Pass the word. -- Rita Mae Brown, "Six of One" From djones at proofpoint.com Tue Mar 13 21:00:33 2007 From: djones at proofpoint.com (Dayton Jones) Date: Tue, 13 Mar 2007 18:00:33 -0700 Subject: [rt-users] Updates being recorded but not emailed - Undefined Subroutine?? Message-ID: <483CE3D0711D774C9787A140E66A0F1E6F51A8@CUP-POSTAL1.corp.proofpoint.com> I've got a fresh 3.6.3 install (with LDAP overlay) running on FC6, everything appears to be fine other than no emails are being sent out when tickets are updated. Scenario - I view a ticket, make a comment/reply to ticket, hit submit - UI shows "Message Recorded" but no mail gets sent (nothing shows in users mail box or in /var/spool/maillog) The following shows /var/log/messages: Mar 13 13:10:05 helpdesk RT: RT::User::CanonicalizeEmailAddress => (/opt/rt3/local/lib/RT/User_Local.pm:345) Mar 13 13:10:05 helpdesk RT: RT::User::CanonicalizeEmailAddress => (/opt/rt3/local/lib/RT/User_Local.pm:345) Mar 13 13:10:05 helpdesk RT: Scrip Prepare 1 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: [/opt/rt3/lib/RT/Action/Generic.pm:107] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] [/opt/rt3/lib/RT/Record.pm:1444] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2441] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2355] [/opt/rt3/lib/RT/Interface/Web.pm:570] [/opt/rt3/share/html/Ticket/Display.html:142] [/opt/rt3/share/html/Ticket/Update.html:216] [/opt/rt3/share/html/autohandler:292] (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) Mar 13 13:10:05 helpdesk RT: Scrip Prepare 5 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: [/opt/rt3/lib/RT/Action/Generic.pm:107] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] [/opt/rt3/lib/RT/Record.pm:1444] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2441] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2355] [/opt/rt3/lib/RT/Interface/Web.pm:570] [/opt/rt3/share/html/Ticket/Display.html:142] [/opt/rt3/share/html/Ticket/Update.html:216] [/opt/rt3/share/html/autohandler:292] (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) Mar 13 13:10:05 helpdesk RT: Scrip Prepare 6 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: [/opt/rt3/lib/RT/Action/Generic.pm:107] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] [/opt/rt3/lib/RT/Record.pm:1444] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2441] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2355] [/opt/rt3/lib/RT/Interface/Web.pm:570] [/opt/rt3/share/html/Ticket/Display.html:142] [/opt/rt3/share/html/Ticket/Update.html:216] [/opt/rt3/share/html/autohandler:292] (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) Mar 13 13:10:05 helpdesk RT: Scrip Prepare 7 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: [/opt/rt3/lib/RT/Action/Generic.pm:107] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] [/opt/rt3/lib/RT/Record.pm:1444] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2441] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2355] [/opt/rt3/lib/RT/Interface/Web.pm:570] [/opt/rt3/share/html/Ticket/Display.html:142] [/opt/rt3/share/html/Ticket/Update.html:216] [/opt/rt3/share/html/autohandler:292] (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) Mar 13 13:10:05 helpdesk RT: Use of uninitialized value in pattern match (m//) at /opt/rt3/lib/RT/Interface/Web.pm line 1390. (/opt/rt3/lib/RT/Interface/Web.pm:1390) I can go back and view the ticket and the changes are there, so what do I need to do in order to get the updates emailed? Sendmail itself is working just fine, just never receives the message from RT. Dayton Jones Senior Network Engineer Proofpoint, Inc. djones at proofpoint.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From sholmes42 at mac.com Tue Mar 13 22:16:26 2007 From: sholmes42 at mac.com (Steve Holmes) Date: Tue, 13 Mar 2007 22:16:26 -0400 Subject: [rt-users] Need some help getting html2mime to work In-Reply-To: References: <43be87180703121031u6e6aaf58p55f2e6467555aa9b@mail.gmail.com> Message-ID: <43be87180703131916i3609d247yd89da8fc74584e3f@mail.gmail.com> Well, I'm guessing, but would say that you included the "|" character in your command. I'm thinking you will have to remove one or both of them. Steve. On 3/13/07, Randy Paries wrote: > > Steve I appreciate the help. > > So i put in a symlink to my my /etc/smrsh ( where i also found my > rt-mailgate from when i first installed rt3) > > so now i get the error > =========================================== > smrsh: cannot use | in command > 554 5.0.0 Service unavailable > > > Thanks for anymore help > > > On 3/12/07, Steve Holmes wrote: > > You need a symlink in your sm.bin directory pointing to the html2mime > > executable. The sm.bin directory might be in /var/adm, depending on your > > sendmail configuration. See man smrsh(1M). > > > > Steve > > > > > > On 3/10/07, Randy Paries wrote: > > > > > > Hello, > > > I found this article > > > http://wiki.bestpractical.com/index.cgi?html2mime > > > this is just what i need > > > > > > so i created the script and added the line to my aliases > > > rt-cluster-help: "|/home/rt3/bin/html2mime | > > > /home/rt3/bin/rt-mailgate --queue ClusterHelp --action correspond > > > --url http://rt3.domain.com/" > > > > > > i made the permissions of /home/rt3/bin/html2mime the same as > > > /home/rt3/bin/rt-mailgate > > > > > > yet when i try to use it , i get the error... > > > > > ================================================================= > > > ----- The following addresses had permanent fatal errors ----- > > > "|/home/rt3/bin/html2mime | /home/rt3/bin/rt-mailgate --queue > > > ClusterHelp --action correspond --url http://rt3.domain.com/" > > > (reason: Service unavailable) > > > (expanded from: < rt-cluster-help at rt3.domain.com>) > > > > > > ----- Transcript of session follows ----- > > > smrsh: "html2mime" not available for sendmail programs (stat failed) > > > 554 5.0.0 Service unavailable > > > > > ================================================================= > > > > > > thanks if anyone can give me any suggestions. > > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > -- I believe I found the missing link between animal and civilized man. It is us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989) We in America do not have government by the majority. We have government by the majority who participate. -Thomas Jefferson, third US president, architect and author (1743-1826) -------------- next part -------------- An HTML attachment was scrubbed... URL: From b at aufbix.org Tue Mar 13 22:06:56 2007 From: b at aufbix.org (Borut Mrak) Date: Wed, 14 Mar 2007 03:06:56 +0100 Subject: [rt-users] Modifying search results columns Message-ID: <45F758C0.4040001@aufbix.org> Hello, I've got support people using RT only through the web interface. What they're missing is an ability to see which tickets contain requestor responses that have not been replied to yet. I think the perfect solution would be to create a custom field that gets set by a Scrip when a customer sends mail (create/correspond) and reset when requestor does the same. That would take care of possible changes to the ticket by our staff which would otherwise change the LastModifiedBy ticket attribute. To simplify things, I just want to have tickets marked somehow in the search results, and it's enough if $Ticket->LastModifiedBy equals $Ticket->Requestor for now. So far, I've tried overriding html/Elements/RT__Ticket/ColumnMap by copying it to local/html/Elements/RT__Ticket/ColumnMap. What I have now is: -- /usr/share/request-tracker3.6/html/Elements/RT__Ticket/ColumnMap 2007-03-13 20:06:42.000000000 -0500 +++ /usr/local/share/request-tracker3.6/html/Elements/RT__Ticket/ColumnMap 2007-03-13 20:52:16.000000000 -0500 @@ -128,7 +128,15 @@ }, Status => { attribute => 'Status', - value => sub { return loc($_[0]->Status) } + value => sub { + my $Ticket = shift; + + my $ret = $Ticket->Status; + if ( $Ticket->Creator == $Ticket->LastUpdatedBy ) { + $ret .= "(waiting)"; + } + return loc($ret); + } }, Subject => { attribute => 'Subject', This works OK for most search results, except the ones on the MyRT page, highest priority tickets I own and newest unowned tickets. Oh, and the does get escaped somehow. Any way to pass it off to the browser as it is? Maybe a better idea would be to create another column, which would also make it possible to sort results on this condition. Thoughts? regards, Borut Mrak. From sashag at austbrokers.com.au Wed Mar 14 01:06:15 2007 From: sashag at austbrokers.com.au (Sasha Gerrand) Date: Wed, 14 Mar 2007 16:06:15 +1100 Subject: [rt-users] Inline attachments in 'rich text' formatted ticket requests no longer displaying Message-ID: <11C1048FB499954D9C888EF15148AF0C9F8ADB@austbdc.austbrok.local> Hi, Long time reader, first time poster. I have an install of RT 3.6.3 that has shown some strange behaviour of late. (Running on Debian Linux with Perl 5.8.8 and Apache 2.0.51) Prior to my upgrading Perl from 5.8.5 to 5.8.8, all incoming tickets formatted as 'Rich Text' with inline attachments (screenshots, generally in BMP format) displayed with no problems. Post Perl upgrade, and after updating all the relevant Perl modules via CPAN, the attachments no long display inline. Inline attachments (as well as all other types) display fine otherwise, so long as the email format is HTML. Has anyone else experienced this issue, or can someone point me to the relevant part of the code base that would handle the MIME content display? I'm happy to provide config/install details as needed. TIA Regards, Sasha Sasha Gerrand Web & Database Developer Austbrokers Holdings Limited Level 21, 111 Pacific Highway North Sydney NSW 2060 PO Box 1813 North Sydney NSW 2060 Ph: 02 9935 2230 Mobile: 0431 895 718 Email: sashag at austbrokers.com.au Web: http://www.austbrokers.com.au NOTICE If you are not an authorised recipient of this email, please contact Austbrokers Holdings immediately by return e-mail or by telephone on +61-2-4920-6117. In this case, you should not read, print, re-transmit, store or act on this e-mail or any attachments. Please destroy the message and attachments. This e-mail and any attachments are confidential and may contain legally privileged information and/or copyright material of Austbrokers Holdings or third parties. You should only re-transmit, distribute or commercialise the material if you are authorised to do so. Internet e-mails are not necessarily secure, Austbrokers Holdings does not accept responsibility for changes made to this message after it was sent. This Notice should not be removed. From CLoos at netcologne.de Wed Mar 14 04:31:55 2007 From: CLoos at netcologne.de (Loos, Christian) Date: Wed, 14 Mar 2007 09:31:55 +0100 Subject: [rt-users] How to get file from custom field to resolve message PLEASE HELP! Message-ID: <657C603258FA594DB9A8C49EB86631190BD6508A@ncmail.netcologne.intern> Hello, me and my colleague ask questions to this point three times but no responses. But the must be someone out there done this befor. So please help us! We have an ticket custom field from type upload one file. If we resolve an ticket this file should be send with the resolve mail. I figured out how to get the link to this file. But i don't know how to get this file as an attachment to the resolve mail. Any ideas??? Thanks! Chris From FWindt at smartcity.com Wed Mar 14 08:30:06 2007 From: FWindt at smartcity.com (Felix Windt) Date: Wed, 14 Mar 2007 05:30:06 -0700 Subject: [rt-users] Query result page broken after upgrade from 3.4 to 3.6.3 Message-ID: Good morning all, We upgraded an inherited 3.4 system to 3.6.3 yesterday. We dumped the database via mysqldump and imported on the new system and then ran rt-update-database for the insert action for version 3.5.1. The "10 highest priority tickets I own" and "10 newest unowned tickets" queries work fine. Any other query (simple search, constructed via "in queue" or anything else) constructs and runs fine - it even display the correct list, but the links to the tickets are missing the URL. The link consists of http://ticket/display... instead of http://subdomain.domain.tld/ticket/display. Any ideas on what this could be due to? Felix Windt From haakon at ii.uib.no Wed Mar 14 08:55:35 2007 From: haakon at ii.uib.no (Haakon Nilsen) Date: Wed, 14 Mar 2007 13:55:35 +0100 Subject: [rt-users] Query result page broken after upgrade from 3.4 to 3.6.3 In-Reply-To: References: Message-ID: <45F7F0C7.3020609@ii.uib.no> Felix Windt wrote: > the links to the tickets are missing the URL. The link > consists of http://ticket/display... instead of > http://subdomain.domain.tld/ticket/display. > > Any ideas on what this could be due to? Check that $WebBaseURL in your RT_SiteConfig.pm is set correctly. -- Haakon Nilsen From FWindt at smartcity.com Wed Mar 14 09:06:06 2007 From: FWindt at smartcity.com (Felix Windt) Date: Wed, 14 Mar 2007 06:06:06 -0700 Subject: [rt-users] Query result page broken after upgrade from 3.4 to 3.6.3 In-Reply-To: <45F7F0C7.3020609@ii.uib.no> Message-ID: It is set correctly. The working queries access the same variable and work fine. Felix Windt Network Administrator Smart City, Las Vegas (702) 943-6059 Help Desk (702) 943-6011 Fax (702) 943-9373 Direct (702) 308-9342 Cell -----Original Message----- From: Haakon Nilsen [mailto:haakon at ii.uib.no] Sent: Wednesday, March 14, 2007 5:56 AM To: Felix Windt Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Query result page broken after upgrade from 3.4 to 3.6.3 Felix Windt wrote: > the links to the tickets are missing the URL. The link > consists of http://ticket/display... instead of > http://subdomain.domain.tld/ticket/display. > > Any ideas on what this could be due to? Check that $WebBaseURL in your RT_SiteConfig.pm is set correctly. -- Haakon Nilsen From jj at imagemicro.com Wed Mar 14 11:04:59 2007 From: jj at imagemicro.com (JJ Asghar) Date: Wed, 14 Mar 2007 10:04:59 -0500 Subject: [rt-users] Email Updates Message-ID: <51490F4F-3D80-47B1-B838-EF479729B954@imagemicro.com> Greetings, First off i'm in love with RT. It's stream lined and consolidated my IT staff like crazy. I couldn't think of anything better. I do have a question though, is there a way for an email to be sent out when a new ticket is created, updated, and/or put in my queue? I looked around the WIKI and to no avail... Thanks in advance! -J Best Regards, JJ Asghar Network Administrator Free: (800) 729 3400 Direct: (512) 623 5619 Fax: (512) 339 9592 mailto: jj at imagemicro.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Wed Mar 14 11:24:31 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 14 Mar 2007 15:24:31 +0000 Subject: [rt-users] Email Updates In-Reply-To: <51490F4F-3D80-47B1-B838-EF479729B954@imagemicro.com> References: <51490F4F-3D80-47B1-B838-EF479729B954@imagemicro.com> Message-ID: <45F813AF.506@pipex.net> Hi JJ; Well you 'll even be more in love with RT, because the whole (well most of) idea of RT is sending emailing notifications when tickets created/updated/ and anything else .. You seem to be missing a big part (unless I misunderstood your request)?! Look into scrips (Configuration -> Global -> Scrips) from the web interface where you can set default or custom made conditions on when emails are sent, and also set actions that can include whom should receive emails etc Regards; Roy JJ Asghar wrote: > > Greetings, > > First off i'm in love with RT. It's stream lined and consolidated > my IT staff like crazy. I couldn't think of anything better. > > I do have a question though, is there a way for an email to be > sent out when a new ticket is created, updated, and/or put in my queue? > > I looked around the WIKI and to no avail... > > Thanks in advance! > > -J > > > > Best Regards, > JJ Asghar > Network Administrator > Free: (800) 729 3400 > Direct: (512) 623 5619 > Fax: (512) 339 9592 > mailto: jj at imagemicro.com > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From joe.casadonte at oracle.com Wed Mar 14 11:30:01 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 14 Mar 2007 11:30:01 -0400 Subject: [rt-users] Personal Saved Queries Message-ID: <45F814F9.4000907@oracle.com> What rights do I need to assign to allow all privileged users the ability to create their own saved queries, but not be able to create saved queries for any groups that they're in? Thanks! -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From b at aufbix.org Wed Mar 14 11:42:15 2007 From: b at aufbix.org (Borut Mrak) Date: Wed, 14 Mar 2007 16:42:15 +0100 Subject: [rt-users] Query result page broken after upgrade from 3.4 to 3.6.3 In-Reply-To: References: Message-ID: <45F817D7.3030302@aufbix.org> Felix Windt wrote: > Good morning all, > > We upgraded an inherited 3.4 system to 3.6.3 yesterday. We dumped the > database via mysqldump and imported on the new system and then ran > rt-update-database for the insert action for version 3.5.1. The "10 > highest priority tickets I own" and "10 newest unowned tickets" queries > work fine. Any other query (simple search, constructed via "in queue" or > anything else) constructs and runs fine - it even display the correct > list, but the links to the tickets are missing the URL. The link > consists of http://ticket/display... instead of > http://subdomain.domain.tld/ticket/display. > > Any ideas on what this could be due to? I had a similar problem on my Debian-supplied 3.6.1. Basically, the global attribute for My Tickets search was broken from the beginning. This is what is in the supplied initialdata: @Attributes = ( { Name => 'Search - My Tickets', Description => '[_1] highest priority tickets I own', # loc Content => { Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', Priority, QueueName, ExtendedStatus", Query => " Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open')", OrderBy => 'Priority', Order => 'DESC' }, }, Notice the $RT::WebPath, that's what is making the results display with broken links. First link on the ticket ID works though. Since it was not possible to fix it from the RT web interface, I just took this attribute from the whole initialdata file, modified it to use __WebPath__ instead of $RT::WebPath, and imported it with rt-setup-database. In order not to break anything, I modified the id of the original (broken) attribute in the Attributes table so RT loaded the fixed one and when everything worked, I deleted the broken one from the database. There might be a better way around, but that was my way of fixing it after a few hours trying to understand the way RT works :) I can't wait to get my hands on the RT book, it should make things simpler. Since you seem to have a problem with all other searches except those on the front page, I suggest you check the $DefaultSearchResultFormat in RT_Config.pm. That takes care of most of the search results displays in RT and it just might be what you're looking for. regards, Borut Mrak. From jj at imagemicro.com Wed Mar 14 11:59:12 2007 From: jj at imagemicro.com (JJ Asghar) Date: Wed, 14 Mar 2007 10:59:12 -0500 Subject: [rt-users] Email Updates In-Reply-To: <45F813AF.506@pipex.net> References: <51490F4F-3D80-47B1-B838-EF479729B954@imagemicro.com> <45F813AF.506@pipex.net> Message-ID: <7170F955-7D40-4836-806D-988F00362DC5@imagemicro.com> Hey Roy, Thanks for the heads up. If you havent noticed i'm a complete n00b. below is what is in that "directory" what should i change/ install/whatever to get what i'm looking for done? (no value) On Correspond Open Tickets with template Blank (no value) On Owner Change Notify Owner with template Transaction (no value) On Create Autoreply To Requestors with template Autoreply (no value) On Create Notify AdminCcs with template Transaction (no value) On Correspond Notify AdminCcs with template Admin Correspondence (no value) On Correspond Notify Requestors and Ccs with template Correspondence (no value) On Correspond Notify Other Recipients with template Correspondence (no value) On Comment Notify AdminCcs as Comment with template Admin Comment (no value) On Comment Notify Other Recipients as Comment with template Correspondence (no value) On Resolve Notify Requestors with template Resolved Best Regards, JJ Asghar Network Administrator Free: (800) 729 3400 Direct: (512) 623 5619 Fax: (512) 339 9592 mailto: jj at imagemicro.com On Mar 14, 2007, at 10:24 AM, Roy El-Hames wrote: > Hi JJ; > Well you 'll even be more in love with RT, because the whole (well > most of) idea of RT is sending emailing notifications when tickets > created/updated/ and anything else .. > You seem to be missing a big part (unless I misunderstood your > request)?! > Look into scrips (Configuration -> Global -> Scrips) from the web > interface where you can set default or custom made conditions on > when emails are sent, and also set actions that can include whom > should receive emails etc > > Regards; > Roy > > JJ Asghar wrote: >> >> Greetings, >> >> First off i'm in love with RT. It's stream lined and >> consolidated my IT staff like crazy. I couldn't think of anything >> better. >> >> I do have a question though, is there a way for an email to be >> sent out when a new ticket is created, updated, and/or put in my >> queue? >> I looked around the WIKI and to no avail... >> >> Thanks in advance! >> >> -J >> >> >> >> Best Regards, >> JJ Asghar >> Network Administrator >> Free: (800) 729 3400 >> Direct: (512) 623 5619 >> Fax: (512) 339 9592 >> mailto: jj at imagemicro.com >> >> >> >> --------------------------------------------------------------------- >> --- >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From gleduc at mail.sdsu.edu Wed Mar 14 12:01:34 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 14 Mar 2007 09:01:34 -0700 Subject: [rt-users] Action on "queue transfer" Message-ID: <6.2.1.2.2.20070313161022.02c794e0@mail.sdsu.edu> I want RT to send an e-mail to a specific address (an external mailing list, not a user) when a ticket gets moved from my DMCA queue to the TNS queue. A couple of questions: 1. Can I specify an address (either in the scrip or the template) like "user at addr.com" or must I use Owner, Requestor, etc.? 2. I'm assuming I should put the template in the TNS queue. Should the scrip go in the DMCA or TNS queue? Any insights into the best approach to accomplish this will also be appreciated. Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From rfh at pipex.net Wed Mar 14 12:14:13 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 14 Mar 2007 16:14:13 +0000 Subject: [rt-users] Email Updates In-Reply-To: <7170F955-7D40-4836-806D-988F00362DC5@imagemicro.com> References: <51490F4F-3D80-47B1-B838-EF479729B954@imagemicro.com> <45F813AF.506@pipex.net> <7170F955-7D40-4836-806D-988F00362DC5@imagemicro.com> Message-ID: <45F81F55.1020905@pipex.net> JJ; Before then i guess you have not up the mail gateway .. take a look at the README in your source files (the package where you installed RT from). Also the wiki on how to set up RT, Sorry have n't a browser to hand to locate exact page .. But you need to be at a point where you can send an email to your rt which creates a ticket then email you back an auto-responder Roy (btw you may also get info from /opt/rt3/bin/rt-mailgate) JJ Asghar wrote: > > Hey Roy, > Thanks for the heads up. If you havent noticed i'm a complete > n00b. below is what is in that "directory" what should i > change/install/whatever to get what i'm looking for done? > > (no value) > On Correspond Open Tickets with template Blank > > (no value) > On Owner Change Notify Owner with template Transaction > > (no value) > On Create Autoreply To Requestors with template Autoreply > > (no value) > On Create Notify AdminCcs with template Transaction > > (no value) > On Correspond Notify AdminCcs with template Admin Correspondence > > (no value) > On Correspond Notify Requestors and Ccs with template Correspondence > > (no value) > On Correspond Notify Other Recipients with template Correspondence > > (no value) > On Comment Notify AdminCcs as Comment with template Admin Comment > > (no value) > On Comment Notify Other Recipients as Comment with template > Correspondence > > (no value) > On Resolve Notify Requestors with template Resolved > > > > Best Regards, > JJ Asghar > Network Administrator > Free: (800) 729 3400 > Direct: (512) 623 5619 > Fax: (512) 339 9592 > mailto: jj at imagemicro.com > > > On Mar 14, 2007, at 10:24 AM, Roy El-Hames wrote: > >> Hi JJ; >> Well you 'll even be more in love with RT, because the whole (well >> most of) idea of RT is sending emailing notifications when tickets >> created/updated/ and anything else .. >> You seem to be missing a big part (unless I misunderstood your >> request)?! >> Look into scrips (Configuration -> Global -> Scrips) from the web >> interface where you can set default or custom made conditions on when >> emails are sent, and also set actions that can include whom should >> receive emails etc >> >> Regards; >> Roy >> >> JJ Asghar wrote: >>> >>> Greetings, >>> >>> First off i'm in love with RT. It's stream lined and >>> consolidated my IT staff like crazy. I couldn't think of anything >>> better. >>> >>> I do have a question though, is there a way for an email to be >>> sent out when a new ticket is created, updated, and/or put in my queue? >>> I looked around the WIKI and to no avail... >>> >>> Thanks in advance! >>> >>> -J >>> >>> >>> >>> Best Regards, >>> JJ Asghar >>> Network Administrator >>> Free: (800) 729 3400 >>> Direct: (512) 623 5619 >>> Fax: (512) 339 9592 >>> mailto: jj at imagemicro.com >>> >>> >>> >>> ------------------------------------------------------------------------ >>> >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >> > > From rfh at pipex.net Wed Mar 14 12:18:50 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 14 Mar 2007 16:18:50 +0000 Subject: [rt-users] Action on "queue transfer" In-Reply-To: <6.2.1.2.2.20070313161022.02c794e0@mail.sdsu.edu> References: <6.2.1.2.2.20070313161022.02c794e0@mail.sdsu.edu> Message-ID: <45F8206A.4080307@pipex.net> I think : In your TNS queue create scrip Condition On Queue Change Action Notify Others Template : yourcustomtemplate Create yourcustomtemplate in the top 2 line2 cc:user at addr.com Attach-Message: Yes leave few blank lines then put your text. Good luck Roy Gene LeDuc wrote: > I want RT to send an e-mail to a specific address (an external mailing > list, not a user) when a ticket gets moved from my DMCA queue to the > TNS queue. A couple of questions: > > 1. Can I specify an address (either in the scrip or the template) > like "user at addr.com" or must I use Owner, Requestor, etc.? > > 2. I'm assuming I should put the template in the TNS queue. Should > the scrip go in the DMCA or TNS queue? > > Any insights into the best approach to accomplish this will also be > appreciated. > > Thanks, > Gene > > From jj at imagemicro.com Wed Mar 14 12:20:06 2007 From: jj at imagemicro.com (JJ Asghar) Date: Wed, 14 Mar 2007 11:20:06 -0500 Subject: [rt-users] Email Updates In-Reply-To: <45F81F55.1020905@pipex.net> References: <51490F4F-3D80-47B1-B838-EF479729B954@imagemicro.com> <45F813AF.506@pipex.net> <7170F955-7D40-4836-806D-988F00362DC5@imagemicro.com> <45F81F55.1020905@pipex.net> Message-ID: Roy, Opps sorry i forgot to say this.... I have an working mail system, i get the auto responses et al, it's just i'd like the ability to get an email when a new ticket is opened and or put in my queue. I really stink at describing my problems in emails :P. -J Best Regards, JJ Asghar Network Administrator Free: (800) 729 3400 Direct: (512) 623 5619 Fax: (512) 339 9592 mailto: jj at imagemicro.com On Mar 14, 2007, at 11:14 AM, Roy El-Hames wrote: > JJ; > Before then i guess you have not up the mail gateway .. take a look > at the README in your source files (the package where you installed > RT from). > Also the wiki on how to set up RT, Sorry have n't a browser to hand > to locate exact page .. > But you need to be at a point where you can send an email to your > rt which creates a ticket then email you back an auto-responder > Roy > (btw you may also get info from /opt/rt3/bin/rt-mailgate) > > JJ Asghar wrote: >> >> Hey Roy, >> Thanks for the heads up. If you havent noticed i'm a complete >> n00b. below is what is in that "directory" what should i change/ >> install/whatever to get what i'm looking for done? >> >> (no value) >> On Correspond Open Tickets with template Blank >> >> (no value) >> On Owner Change Notify Owner with template Transaction >> >> (no value) >> On Create Autoreply To Requestors with template Autoreply >> >> (no value) >> On Create Notify AdminCcs with template Transaction >> >> (no value) >> On Correspond Notify AdminCcs with template Admin Correspondence >> >> (no value) >> On Correspond Notify Requestors and Ccs with template Correspondence >> >> (no value) >> On Correspond Notify Other Recipients with template Correspondence >> >> (no value) >> On Comment Notify AdminCcs as Comment with template Admin Comment >> >> (no value) >> On Comment Notify Other Recipients as Comment with template >> Correspondence >> >> (no value) >> On Resolve Notify Requestors with template Resolved >> >> >> >> Best Regards, >> JJ Asghar >> Network Administrator >> Free: (800) 729 3400 >> Direct: (512) 623 5619 >> Fax: (512) 339 9592 >> mailto: jj at imagemicro.com >> >> >> On Mar 14, 2007, at 10:24 AM, Roy El-Hames wrote: >> >>> Hi JJ; >>> Well you 'll even be more in love with RT, because the whole >>> (well most of) idea of RT is sending emailing notifications when >>> tickets created/updated/ and anything else .. >>> You seem to be missing a big part (unless I misunderstood your >>> request)?! >>> Look into scrips (Configuration -> Global -> Scrips) from the web >>> interface where you can set default or custom made conditions on >>> when emails are sent, and also set actions that can include whom >>> should receive emails etc >>> >>> Regards; >>> Roy >>> >>> JJ Asghar wrote: >>>> >>>> Greetings, >>>> >>>> First off i'm in love with RT. It's stream lined and >>>> consolidated my IT staff like crazy. I couldn't think of >>>> anything better. >>>> >>>> I do have a question though, is there a way for an email to >>>> be sent out when a new ticket is created, updated, and/or put in >>>> my queue? >>>> I looked around the WIKI and to no avail... >>>> >>>> Thanks in advance! >>>> >>>> -J >>>> >>>> >>>> >>>> Best Regards, >>>> JJ Asghar >>>> Network Administrator >>>> Free: (800) 729 3400 >>>> Direct: (512) 623 5619 >>>> Fax: (512) 339 9592 >>>> mailto: jj at imagemicro.com >>>> >>>> >>>> >>>> ------------------------------------------------------------------- >>>> ----- >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Community help: http://wiki.bestpractical.com >>>> Commercial support: sales at bestpractical.com >>>> >>>> >>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>> Media. Buy a copy at http://rtbook.bestpractical.com >>> >> >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From konstantinn at parallels.com Wed Mar 14 12:21:43 2007 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Wed, 14 Mar 2007 19:21:43 +0300 Subject: [rt-users] RTx::Shredder time gap between tickets wipeout Message-ID: Hello, guys! First of all, I would like to thank everyone who developed and contributed to RT. This system is really great and the more I dig into it the more I love its flexibility compared to rivals. I have been reading through these lists for quite some time now, and finally decided to post my question. So, this one probably goes to Ruslan Zakirov, the author of the Shredder. To make a long story short: RT 3.6.1, huge installation, 150000 (one hundred and fifty thousand) tickets, 30% of them deleted spam, 20 queues, 80 privileged users. Mysql 5.0.18, Postfix, Apache/2.2.0, 2.6.15-1.2054_FC5. I started to use the Shredder to get rid of at least spam tickets. A single ticket took about 6 minutes to delete. It took most of the time to wipe out Cached Group Members. After we upgraded to new hardware (C2D, 2G RAM) I went down to 2.5 minutes per ticket. After that (still with me?) I played around with mysql_slow.log and indices, as it has been suggested on this list before (if anybody's interested I'll post exactly what I've done). Now, the ticket deletion takes only 10-15 seconds. Great! However, when I launch rtx-shredder script without -force option from CLI, so I can see the messages and prompts, there is a delay (a gap) in process after wiping out previous ticket and starting a new one. On screen consecutive lines look something like this: [Wed Mar 14 15:47:19 2007] [warning]: RT::Attachment-158005 wiped out (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) [Wed Mar 14 15:47:19 2007] [warning]: RT::Transaction-330341 wiped out (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) [Wed Mar 14 15:47:19 2007] [warning]: RT::Transaction-334128 wiped out (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) [Wed Mar 14 15:47:19 2007] [warning]: RT::Ticket-31041 wiped out (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) [Wed Mar 14 15:47:43 2007] [warning]: RT::CachedGroupMember-438043 wiped out (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) [Wed Mar 14 15:47:43 2007] [warning]: RT::Transaction-330378 wiped out (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) [Wed Mar 14 15:47:43 2007] [warning]: RT::Group-167572 wiped out (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) So, there is this gap of 20-30 seconds, which ends up in approx 17 hours to delete 1000 tickets. I wonder, what causes this gap? a dump writing time? If so, can I run the Shredder without creating a dump? I'll appreciate any help. Thank you very much! Kostya. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Wed Mar 14 12:26:56 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 14 Mar 2007 16:26:56 +0000 Subject: [rt-users] IssueStatement field Message-ID: <45F82250.5030407@pipex.net> Hi; RT-3.6.1, apache2,dbix:1.38 etc etc I use the IssueStatement field to store the value of the queue the ticket was originally created in .. I got populating the field to work from a scrip and worked like a dream using $self->TicketObj->SetIssueStatement ($self->TicketObj->Queue); Nice and easy no problems However I have a problem selecting tickets based on that field, using : $tickets->Limit(FIELD => "IssueStatement" , OPERATOR => "=", VALUE => $q , ENTRYAGGREGATOR => 'OR', DESCRIPTION => "IssueStatement" ); Doesn't seem to work .. I tried with and without ENTRYAGGREGATOR and DESCRIPTION .. Any help will truly be appreciated .. Thanks; Roy From rfh at pipex.net Wed Mar 14 12:30:50 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 14 Mar 2007 16:30:50 +0000 Subject: [rt-users] Email Updates In-Reply-To: References: <51490F4F-3D80-47B1-B838-EF479729B954@imagemicro.com> <45F813AF.506@pipex.net> <7170F955-7D40-4836-806D-988F00362DC5@imagemicro.com> <45F81F55.1020905@pipex.net> Message-ID: <45F8233A.8000504@pipex.net> Ahh ok; back to your (Configuration -> Global -> Scrips) , new scrip: Condition: On Status Change Action: Notify (Requester or Owner ..you pick the role that should get the email) Template : The template of your choice AdminCorrepondence is a good one Once you've done this I am pretty sure you 'll be able to figure out the "put in my queue notification" Good luck; Roy JJ Asghar wrote: > > Roy, > Opps sorry i forgot to say this.... I have an working mail system, > i get the auto responses et al, it's just i'd like the ability to get > an email when a new ticket is opened and or put in my queue. > I really stink at describing my problems in emails :P. > > -J > > > > Best Regards, > JJ Asghar > Network Administrator > Free: (800) 729 3400 > Direct: (512) 623 5619 > Fax: (512) 339 9592 > mailto: jj at imagemicro.com > > > On Mar 14, 2007, at 11:14 AM, Roy El-Hames wrote: > >> JJ; >> Before then i guess you have not up the mail gateway .. take a look >> at the README in your source files (the package where you installed >> RT from). >> Also the wiki on how to set up RT, Sorry have n't a browser to hand >> to locate exact page .. >> But you need to be at a point where you can send an email to your rt >> which creates a ticket then email you back an auto-responder >> Roy >> (btw you may also get info from /opt/rt3/bin/rt-mailgate) >> >> JJ Asghar wrote: >>> >>> Hey Roy, >>> Thanks for the heads up. If you havent noticed i'm a complete >>> n00b. below is what is in that "directory" what should i >>> change/install/whatever to get what i'm looking for done? >>> >>> (no value) >>> On Correspond Open Tickets with template Blank >>> >>> (no value) >>> On Owner Change Notify Owner with template Transaction >>> >>> (no value) >>> On Create Autoreply To Requestors with template Autoreply >>> >>> (no value) >>> On Create Notify AdminCcs with template Transaction >>> >>> (no value) >>> On Correspond Notify AdminCcs with template Admin Correspondence >>> >>> (no value) >>> On Correspond Notify Requestors and Ccs with template Correspondence >>> >>> (no value) >>> On Correspond Notify Other Recipients with template Correspondence >>> >>> (no value) >>> On Comment Notify AdminCcs as Comment with template Admin Comment >>> >>> (no value) >>> On Comment Notify Other Recipients as Comment with template >>> Correspondence >>> >>> (no value) >>> On Resolve Notify Requestors with template Resolved >>> >>> >>> >>> Best Regards, >>> JJ Asghar >>> Network Administrator >>> Free: (800) 729 3400 >>> Direct: (512) 623 5619 >>> Fax: (512) 339 9592 >>> mailto: jj at imagemicro.com >>> >>> >>> On Mar 14, 2007, at 10:24 AM, Roy El-Hames wrote: >>> >>>> Hi JJ; >>>> Well you 'll even be more in love with RT, because the whole (well >>>> most of) idea of RT is sending emailing notifications when tickets >>>> created/updated/ and anything else .. >>>> You seem to be missing a big part (unless I misunderstood your >>>> request)?! >>>> Look into scrips (Configuration -> Global -> Scrips) from the web >>>> interface where you can set default or custom made conditions on >>>> when emails are sent, and also set actions that can include whom >>>> should receive emails etc >>>> >>>> Regards; >>>> Roy >>>> >>>> JJ Asghar wrote: >>>>> >>>>> Greetings, >>>>> >>>>> First off i'm in love with RT. It's stream lined and >>>>> consolidated my IT staff like crazy. I couldn't think of anything >>>>> better. >>>>> >>>>> I do have a question though, is there a way for an email to be >>>>> sent out when a new ticket is created, updated, and/or put in my >>>>> queue? >>>>> I looked around the WIKI and to no avail... >>>>> >>>>> Thanks in advance! >>>>> >>>>> -J >>>>> >>>>> >>>>> >>>>> Best Regards, >>>>> JJ Asghar >>>>> Network Administrator >>>>> Free: (800) 729 3400 >>>>> Direct: (512) 623 5619 >>>>> Fax: (512) 339 9592 >>>>> mailto: jj at imagemicro.com >>>>> >>>>> >>>>> >>>>> ------------------------------------------------------------------------ >>>>> >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>> >>> >>> >> > > From ruslan.zakirov at gmail.com Wed Mar 14 12:42:33 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 14 Mar 2007 19:42:33 +0300 Subject: [rt-users] RTx::Shredder time gap between tickets wipeout In-Reply-To: References: Message-ID: <589c94400703140942q7ca8b695n6646aa02ec023b72@mail.gmail.com> On 3/14/07, Konstantin Naryzhniy wrote: > > Hello, guys! > > First of all, I would like to thank everyone who developed and contributed > to RT. > > This system is really great and the more I dig into it the more I love its > flexibility compared to rivals. > > I have been reading through these lists for quite some time now, and finally > decided to post my question. > > > > So, this one probably goes to Ruslan Zakirov, the author of the Shredder. > > To make a long story short: RT 3.6.1, huge installation, 150000 (one hundred > and fifty thousand) tickets, 30% of them deleted spam, 20 queues, 80 > privileged users. > > Mysql 5.0.18, Postfix, Apache/2.2.0, 2.6.15-1.2054_FC5. > > > > I started to use the Shredder to get rid of at least spam tickets. A single > ticket took about 6 minutes to delete. It took most of the time to wipe out > Cached Group Members. > > After we upgraded to new hardware (C2D, 2G RAM) I went down to 2.5 minutes > per ticket. After that (still with me?) I played around with mysql_slow.log > and indices, as it has been suggested on this list before (if anybody's > interested I'll post exactly what I've done). > > Now, the ticket deletion takes only 10-15 seconds. Great! Yep, there is several queries shredder runs often when RT doesn't, so RT has no indexes for them by default. Here is some critical indexes: # shredder pack CREATE INDEX ruz_OCFV1 ON ObjectCustomFieldValues(ObjectType, ObjectId); CREATE INDEX ruz_ACL5 ON ACL(ObjectType, ObjectId); CREATE UNIQUE INDEX ruz_GM1 ON GroupMembers(MemberId, GroupId); > > However, when I launch rtx-shredder script without ?force option from CLI, > so I can see the messages and prompts, there is a delay (a gap) in process > after wiping out previous ticket and starting a new one. On screen > consecutive lines look something like this: > > > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Attachment-158005 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Transaction-330341 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Transaction-334128 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Ticket-31041 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:43 2007] [warning]: RT::CachedGroupMember-438043 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:43 2007] [warning]: RT::Transaction-330378 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:43 2007] [warning]: RT::Group-167572 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > > > So, there is this gap of 20-30 seconds, which ends up in approx 17 hours to > delete 1000 tickets. > > I wonder, what causes this gap? a dump writing time? If so, can I run the > Shredder without creating a dump? I think it's DB committing transaction. > > > > I'll appreciate any help. > > > > Thank you very much! > > > > Kostya. > > > > -- Best regards, Ruslan. From FWindt at smartcity.com Wed Mar 14 12:46:40 2007 From: FWindt at smartcity.com (Felix Windt) Date: Wed, 14 Mar 2007 09:46:40 -0700 Subject: [rt-users] Query result page broken after upgrade from 3.4 to3.6.3 In-Reply-To: <45F817D7.3030302@aufbix.org> Message-ID: Sorry, I hit reply to Mark instead of Reply All. Adjusting RT_Config.pm for the Default Search Display worked a treat and everything is now functional. Thanks a bunch! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Borut Mrak Sent: Wednesday, March 14, 2007 8:42 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Query result page broken after upgrade from 3.4 to3.6.3 Felix Windt wrote: > Good morning all, > > We upgraded an inherited 3.4 system to 3.6.3 yesterday. We dumped the > database via mysqldump and imported on the new system and then ran > rt-update-database for the insert action for version 3.5.1. The "10 > highest priority tickets I own" and "10 newest unowned tickets" queries > work fine. Any other query (simple search, constructed via "in queue" or > anything else) constructs and runs fine - it even display the correct > list, but the links to the tickets are missing the URL. The link > consists of http://ticket/display... instead of > http://subdomain.domain.tld/ticket/display. > > Any ideas on what this could be due to? I had a similar problem on my Debian-supplied 3.6.1. Basically, the global attribute for My Tickets search was broken from the beginning. This is what is in the supplied initialdata: @Attributes = ( { Name => 'Search - My Tickets', Description => '[_1] highest priority tickets I own', # loc Content => { Format => "'__id__/TITLE:#', '__Subject__/TITL E:Subject', Priority, QueueName, ExtendedStatus", Query => " Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open')", OrderBy => 'Priority', Order => 'DESC' }, }, Notice the $RT::WebPath, that's what is making the results display with broken links. First link on the ticket ID works though. Since it was not possible to fix it from the RT web interface, I just took this attribute from the whole initialdata file, modified it to use __WebPath__ instead of $RT::WebPath, and imported it with rt-setup-database. In order not to break anything, I modified the id of the original (broken) attribute in the Attributes table so RT loaded the fixed one and when everything worked, I deleted the broken one from the database. There might be a better way around, but that was my way of fixing it after a few hours trying to understand the way RT works :) I can't wait to get my hands on the RT book, it should make things simpler. Since you seem to have a problem with all other searches except those on the front page, I suggest you check the $DefaultSearchResultFormat in RT_Config.pm. That takes care of most of the search results displays in RT and it just might be what you're looking for. regards, Borut Mrak. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From joe.casadonte at oracle.com Wed Mar 14 12:54:24 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Wed, 14 Mar 2007 12:54:24 -0400 Subject: [rt-users] How to get file from custom field to resolve message PLEASE HELP! In-Reply-To: <657C603258FA594DB9A8C49EB86631190BD6508A@ncmail.netcologne.intern> References: <657C603258FA594DB9A8C49EB86631190BD6508A@ncmail.netcologne.intern> Message-ID: <45F828C0.4050203@oracle.com> On 3/14/2007 4:31 AM, Loos, Christian wrote: > Hello, > > me and my colleague ask questions to this point three times but no responses. > But the must be someone out there done this befor. So please help us! > > We have an ticket custom field from type upload one file. > If we resolve an ticket this file should be send with the resolve mail. > I figured out how to get the link to this file. > But i don't know how to get this file as an attachment to the resolve mail. I have no clue how to do this in a template, but if you have coded up the action yourself to send the email, you would have a MIMEObj (which is a MIME:Entity, I think). With that, it should be simple to attach the file via 'attach'. You may need to get the file out of RT first, though; I have no clue how to do that. Example of sending an email is included here, but without the attach. I got this from somewhere else, not sure where (maybe RT Essentials): my $template = RT::Template->new($RT::SystemUser); $template->LoadGlobalTemplate('MY_NewAccountCreated'); unless ( $template->Id ) { $RT::Logger->crit(qq(Unable to load template "MY_NewAccountCreated")); die qq([ERROR] Unable to load template "MY_NewAccountCreated"\n); } my($result, $message) = $template->Parse(Argument => {UID => $username, PWD => $password}); if (! $result) { $RT::Logger->warning("Template object failed to parse - $message"); die("[ERROR] Template object failed to parse - $message\n"); } my $MIMEObj = $template->MIMEObj; $MIMEObj->head->set('To', $user->EmailAddress); $MIMEObj->head->set('From', $RT::CorrespondAddress); if ( $RT::MailCommand eq 'sendmailpipe' ) { eval { open( MAIL, "|$RT::SendmailPath $RT::SendmailArguments" ) || die $!; print MAIL $MIMEObj->as_string; close(MAIL); }; if ($@) { $RT::Logger->crit("Could not welcome message. -" . $@ ); die("[ERROR] Could not welcome message. -" . $@ ); } } else { my @mailer_args = ($RT::MailCommand); local $ENV{MAILADDRESS}; if ( $RT::MailCommand eq 'sendmail' ) { push @mailer_args, split(/\s+/, $RT::SendmailArguments); } elsif ( $RT::MailCommand eq 'smtp' ) { $ENV{MAILADDRESS} = $RT::SMTPFrom || $MIMEObj->head->get('From'); push @mailer_args, ( Server => $RT::SMTPServer ); push @mailer_args, ( Debug => $RT::SMTPDebug ); } else { push @mailer_args, $RT::MailParams; } unless ( $MIMEObj->send(@mailer_args) ) { $RT::Logger->crit("Could not send welcome message." ); die "[ERROR] Could not send welcome message.\n"; } } -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From nabble at evildoer.de Wed Mar 14 12:42:54 2007 From: nabble at evildoer.de (LarsE) Date: Wed, 14 Mar 2007 09:42:54 -0700 (PDT) Subject: [rt-users] Bounces when sending emails directly via SMTP Message-ID: <9478428.post@talk.nabble.com> Hi, our RT servers uses an external mail server for outgoing email messages, i.e., it directly speaks SMTP instead of calling a local sendmail/MTA. Configuration is as follows (hostnames/addresses slightly obfuscated): Set($MailCommand , 'smtp'); Set($SMTPServer, 'mail.example.com'); Set($SMTPFrom, undef); Set($SMTPDebug, 0); Set($SendmailPath , 'undef'); Set($SendmailArguments , 'undef'); Emails to a single recipient work fine, but messages to CCs or AdminCCs result in a bounce message, because RT uses a wrong address in the SMTP "RCPT TO" command. In the case of AdminCCs it's emtpy, i.e,. "<>", and in the case of the CCs it's something like "". Of course, emails with such a RCPT TO line get rejected by the SMTP server, and result in bounced messages. When I configure a Scrip that sends messages to a requestor *and* CCs or AdminCCs it only sends the email to the requestor but ignores the CCs or BCCs. In the case of AdminCCs, the message delivered to the requestor actually contains a "Bcc:" header listing the actual email address. So anything but a single recipient in an email message does not work when using direct SMTP. Using a local MTA, i.e., sendmail/mailpipe may solve this issue, but that is not an option for us. Our RT version is 3.4.1 (Debian package). Does anyone know for sure if upgrading to 3.6 would solve this issue? Any help would be appreciated. ciao... Lars -- View this message in context: http://www.nabble.com/Bounces-when-sending-emails-directly-via-SMTP-tf3403301.html#a9478428 Sent from the Request Tracker - User mailing list archive at Nabble.com. From barnesaw at ucrwcu.rwc.uc.edu Wed Mar 14 12:39:33 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 14 Mar 2007 12:39:33 -0400 Subject: [rt-users] Email Updates In-Reply-To: References: <51490F4F-3D80-47B1-B838-EF479729B954@imagemicro.com> <45F813AF.506@pipex.net> <7170F955-7D40-4836-806D-988F00362DC5@imagemicro.com> <45F81F55.1020905@pipex.net> Message-ID: <45F82545.9060803@ucrwcu.rwc.uc.edu> Make sure you have an AdminCC set on the queue. JJ Asghar wrote: > > Roy, > Opps sorry i forgot to say this.... I have an working mail system, i > get the auto responses et al, it's just i'd like the ability to get an > email when a new ticket is opened and or put in my queue. > I really stink at describing my problems in emails :P. > > -J > > > > Best Regards, > JJ Asghar > Network Administrator > Free: (800) 729 3400 > Direct: (512) 623 5619 > Fax: (512) 339 9592 > mailto: jj at imagemicro.com > > > On Mar 14, 2007, at 11:14 AM, Roy El-Hames wrote: > >> JJ; >> Before then i guess you have not up the mail gateway .. take a look >> at the README in your source files (the package where you installed >> RT from). >> Also the wiki on how to set up RT, Sorry have n't a browser to hand >> to locate exact page .. >> But you need to be at a point where you can send an email to your rt >> which creates a ticket then email you back an auto-responder >> Roy >> (btw you may also get info from /opt/rt3/bin/rt-mailgate) >> >> JJ Asghar wrote: >>> >>> Hey Roy, >>> Thanks for the heads up. If you havent noticed i'm a complete >>> n00b. below is what is in that "directory" what should i >>> change/install/whatever to get what i'm looking for done? >>> >>> (no value) >>> On Correspond Open Tickets with template Blank >>> >>> (no value) >>> On Owner Change Notify Owner with template Transaction >>> >>> (no value) >>> On Create Autoreply To Requestors with template Autoreply >>> >>> (no value) >>> On Create Notify AdminCcs with template Transaction >>> >>> (no value) >>> On Correspond Notify AdminCcs with template Admin Correspondence >>> >>> (no value) >>> On Correspond Notify Requestors and Ccs with template Correspondence >>> >>> (no value) >>> On Correspond Notify Other Recipients with template Correspondence >>> >>> (no value) >>> On Comment Notify AdminCcs as Comment with template Admin Comment >>> >>> (no value) >>> On Comment Notify Other Recipients as Comment with template >>> Correspondence >>> >>> (no value) >>> On Resolve Notify Requestors with template Resolved >>> >>> >>> >>> Best Regards, >>> JJ Asghar >>> Network Administrator >>> Free: (800) 729 3400 >>> Direct: (512) 623 5619 >>> Fax: (512) 339 9592 >>> mailto: jj at imagemicro.com >>> >>> >>> On Mar 14, 2007, at 10:24 AM, Roy El-Hames wrote: >>> >>>> Hi JJ; >>>> Well you 'll even be more in love with RT, because the whole (well >>>> most of) idea of RT is sending emailing notifications when tickets >>>> created/updated/ and anything else .. >>>> You seem to be missing a big part (unless I misunderstood your >>>> request)?! >>>> Look into scrips (Configuration -> Global -> Scrips) from the web >>>> interface where you can set default or custom made conditions on >>>> when emails are sent, and also set actions that can include whom >>>> should receive emails etc >>>> >>>> Regards; >>>> Roy >>>> >>>> JJ Asghar wrote: >>>>> >>>>> Greetings, >>>>> >>>>> First off i'm in love with RT. It's stream lined and >>>>> consolidated my IT staff like crazy. I couldn't think of anything >>>>> better. >>>>> >>>>> I do have a question though, is there a way for an email to be >>>>> sent out when a new ticket is created, updated, and/or put in my >>>>> queue? >>>>> I looked around the WIKI and to no avail... >>>>> >>>>> Thanks in advance! >>>>> >>>>> -J >>>>> >>>>> >>>>> >>>>> Best Regards, >>>>> JJ Asghar >>>>> Network Administrator >>>>> Free: (800) 729 3400 >>>>> Direct: (512) 623 5619 >>>>> Fax: (512) 339 9592 >>>>> mailto: jj at imagemicro.com >>>>> >>>>> >>>>> >>>>> ------------------------------------------------------------------------ >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Community help: http://wiki.bestpractical.com >>>>> Commercial support: sales at bestpractical.com >>>>> >>>>> >>>>> >>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly >>>>> Media. Buy a copy at http://rtbook.bestpractical.com >>>> >>> >>> >> > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From nabble at evildoer.de Wed Mar 14 13:16:48 2007 From: nabble at evildoer.de (LarsE) Date: Wed, 14 Mar 2007 10:16:48 -0700 (PDT) Subject: [rt-users] NotifyActor but not Requestor In-Reply-To: <2070cf420703121348q1d3b3de2sb638f7130e8053b1@mail.gmail.com> References: <2070cf420703121348q1d3b3de2sb638f7130e8053b1@mail.gmail.com> Message-ID: <9479144.post@talk.nabble.com> Hi, BZ wrote: > > I found that i can have this enabling NotifyActor. But when i enable > this feature, customers also receives their own replies. Is that > possible to have NotifyActor enabled without sending notifies to > customers. Basically Customer == Requestor. > I had the same question some time ago, and the answer was "No, it is not possible". ciao... Lars -- View this message in context: http://www.nabble.com/NotifyActor-but-not-Requestor-tf3392175.html#a9479144 Sent from the Request Tracker - User mailing list archive at Nabble.com. From b at aufbix.org Wed Mar 14 13:25:51 2007 From: b at aufbix.org (Borut Mrak) Date: Wed, 14 Mar 2007 18:25:51 +0100 Subject: [rt-users] Query result page broken after upgrade from 3.4 to3.6.3 In-Reply-To: References: Message-ID: <45F8301F.4080208@aufbix.org> Felix Windt wrote: > Adjusting RT_Config.pm for the Default Search Display worked a treat and > everything is now functional. You should leave RT_Config.pm alone and make your modifications in RT_SiteConfig.pm. regards, Borut Mrak. From jesse at bestpractical.com Wed Mar 14 13:24:40 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 14 Mar 2007 13:24:40 -0400 Subject: [rt-users] [Rt-announce] RT 3.4/3.6 possible mail loop issue. Patch Attached Message-ID: In certain circumstances, a malicious (or incompetent) remote attacker can coax an RT 3.4.6 or 3.6.3 instance into getting into a mail loop with itself. Earlier releases may also be affected. This vulnerability ONLY affects RT instances that have been configured to restrict email creation of new tickets to users with known accounts. Best Practical generally recommends that sites configure RT somewhat more "openly," though we do support this configuration. The attached patch, which will be included in RT 3.6.4 and RT 3.4.7, has resolved this issue in our testing and for the end user who reported the issue. Community-provided help with this and other RT- related issues is available via rt-users at lists.bestpractical.com, our free and open RT support mailing list. If you need professional assistance with this or any other RT-related issue, please don't hesitate to contact us at sales at bestpractical.com. We're indebted to Eric Jacksch of Tenebris Technologies Inc. for his initial report of this issue and his help while we performed triage and developed a solution. Best, Jesse Vincent President Best Practical Solutions, LLC -------------- next part -------------- A non-text attachment was scrubbed... Name: rt-3.4-and-3.6-mail-loop-fix.patch Type: application/octet-stream Size: 1575 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From rfh at pipex.net Wed Mar 14 13:42:33 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 14 Mar 2007 17:42:33 +0000 Subject: [rt-users] NotifyActor but not Requestor In-Reply-To: <9479144.post@talk.nabble.com> References: <2070cf420703121348q1d3b3de2sb638f7130e8053b1@mail.gmail.com> <9479144.post@talk.nabble.com> Message-ID: <45F83409.2000200@pipex.net> I think you can with little tweaks in lib/RT/Action/Notify.pm::SetRecipients You'll know your requesters: my $requesters = $self->TicketObj->Requestors->MemberEmailAddresses and you'll know your the transaction creator: my $creator = $self->TransactionObj->CreatorObj->EmailAddress(); So all you need to do is find out if $creator is in $requesters .. (can't remember how to do this but sure can't be hard) So if ($RT::NotifyActor) will change to if ($RT::NotifyActor && ($creator is not in $requesters) { Good luck ; Roy LarsE wrote: > Hi, > > > BZ wrote: > >> I found that i can have this enabling NotifyActor. But when i enable >> this feature, customers also receives their own replies. Is that >> possible to have NotifyActor enabled without sending notifies to >> customers. Basically Customer == Requestor. >> >> > > I had the same question some time ago, and the answer was > "No, it is not possible". > > ciao... > Lars > From KFCrocker at lbl.gov Wed Mar 14 14:47:05 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 14 Mar 2007 11:47:05 -0700 Subject: [rt-users] Email Updates In-Reply-To: <45F813AF.506@pipex.net> References: <51490F4F-3D80-47B1-B838-EF479729B954@imagemicro.com> <45F813AF.506@pipex.net> Message-ID: <45F84329.7040505@lbl.gov> JJ, Also, you can set up the notifications to initiate fr specific Queues as well, instead of being global. That way, if you name a Queue-specific scrip the same name as a global one, then the Queue-specific scrip overrides and you can set that one up to use a special template, etc. for that particular Queue, if you want. Kenn LBNL Roy El-Hames wrote: > Hi JJ; > Well you 'll even be more in love with RT, because the whole (well most > of) idea of RT is sending emailing notifications when tickets > created/updated/ and anything else .. > You seem to be missing a big part (unless I misunderstood your request)?! > Look into scrips (Configuration -> Global -> Scrips) from the web > interface where you can set default or custom made conditions on when > emails are sent, and also set actions that can include whom should > receive emails etc > > Regards; > Roy > > JJ Asghar wrote: >> >> Greetings, >> >> First off i'm in love with RT. It's stream lined and consolidated >> my IT staff like crazy. I couldn't think of anything better. >> >> I do have a question though, is there a way for an email to be >> sent out when a new ticket is created, updated, and/or put in my queue? >> I looked around the WIKI and to no avail... >> >> Thanks in advance! >> >> -J >> >> >> >> Best Regards, >> JJ Asghar >> Network Administrator >> Free: (800) 729 3400 >> Direct: (512) 623 5619 >> Fax: (512) 339 9592 >> mailto: jj at imagemicro.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 pape-rt at inf.fu-berlin.de Wed Mar 14 15:00:10 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 14 Mar 2007 20:00:10 +0100 Subject: [rt-users] NotifyActor but not Requestor In-Reply-To: <2070cf420703121348q1d3b3de2sb638f7130e8053b1@mail.gmail.com> References: <2070cf420703121348q1d3b3de2sb638f7130e8053b1@mail.gmail.com> Message-ID: <597787F87DADAB89E2E0FA01@idefix.mi.fu-berlin.de> Hello, --Am 12. M?rz 2007 22:48:35 +0200 schrieb "Konstantin N. Bezruchenko" : > Usually i use RT both in web interface and mail client, and it's very > useful to have full history in mail client. When i tell "full" i mean > really full history including my own replies and comments. > > I found that i can have this enabling NotifyActor. But when i enable > this feature, customers also receives their own replies. Is that > possible to have NotifyActor enabled without sending notifies to > customers. Basically Customer == Requestor. as far as I know you could use the "Autoreply" action for that. "Autoreply" will by design also notify the actor. Autoreply can be called with parameters "Owner", "AdminCc" and so on not only with parameter "Requestor". But Autoreply is by default only configured in database to be called with "Requestor". You have to register a new scrip actions "Autoreply to AdminCc" or "Autoreply to AdminCc and Cc". So if you have a scrip action "Autoreply to AdminCc" or "Autoreply to AdminCc and Cc" you can use this is your notifications, hence: On Reply Notify Requestors with ... and On Reply Autoreply to Admincc and Cc with ... dont know, if this really works. Dirk -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 From slackamp at gmail.com Wed Mar 14 15:11:53 2007 From: slackamp at gmail.com (slamp slamp) Date: Wed, 14 Mar 2007 15:11:53 -0400 Subject: [rt-users] Predefined search My Requests not found Message-ID: <78926d250703141211l160290a9ne10c2d177c49463a@mail.gmail.com> Hello list, I am new on RT and sorry if this question has been asked but I have been searching and I cannot find the answer. I have 3.6.1 new install and would like to display tickets I requested in the RT at a Glance home page so I used <& /Elements/MyRequests &> in my index.html but it shows Predefined search My Requests not found. Thanks for the help. -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Wed Mar 14 18:23:39 2007 From: chaim.rieger at gmail.com (chaim rieger) Date: Wed, 14 Mar 2007 15:23:39 -0700 Subject: [rt-users] error on new install Message-ID: <45F875EB.7050600@gmail.com> RHEL 4.4 64bit apache2/mysql/fcgi/rt3.6.3 when i go to Configuration > Global > RT at A glance i get the following error *error:* Can't call method "Content" on an undefined value at /usr/local/rt/share/html/Admin/Global/MyRT.html line 50. *context:* *...* *46:* my ( $conf, $pane ) = @_; *47:* $default_portlets->SetContent( $conf ); *48:* push @actions, loc( 'Global portlet [_1] saved.', $pane ); *49:* } *50:* ); *51:* *52:* $m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_, nojs => 1 ) *53:* for @panes; *54:* *...* *code stack:* /usr/local/rt/share/html/Admin/Global/MyRT.html:50 /usr/local/rt/share/html/Admin/autohandler:47 /usr/local/rt/share/html/autohandler:292 raw error -- -- Chaim Rieger From sashag at austbrokers.com.au Wed Mar 14 18:53:20 2007 From: sashag at austbrokers.com.au (Sasha Gerrand) Date: Thu, 15 Mar 2007 09:53:20 +1100 Subject: [rt-users] error on new install In-Reply-To: <45F875EB.7050600@gmail.com> References: <45F875EB.7050600@gmail.com> Message-ID: <11C1048FB499954D9C888EF15148AF0C9F8B0D@austbdc.austbrok.local> Hi Chaim, I had that problem also (with the same platform - OS/httpd/db/handler), but I was upgrading from a previous RT install (3.4.x). Once I upgraded my Perl modules via CPAN, all was good again. Regards, Sasha Sasha Gerrand Web & Database Developer Austbrokers Holdings Limited Level 21, 111 Pacific Highway North Sydney NSW 2060 PO Box 1813 North Sydney NSW 2060 Ph: 02 9935 2230 Mobile: 0431 895 718 Email: sashag at austbrokers.com.au Web: http://www.austbrokers.com.au NOTICE If you are not an authorised recipient of this email, please contact Austbrokers Holdings immediately by return e-mail or by telephone on +61-2-4920-6117. In this case, you should not read, print, re-transmit, store or act on this e-mail or any attachments. Please destroy the message and attachments. This e-mail and any attachments are confidential and may contain legally privileged information and/or copyright material of Austbrokers Holdings or third parties. You should only re-transmit, distribute or commercialise the material if you are authorised to do so. Internet e-mails are not necessarily secure, Austbrokers Holdings does not accept responsibility for changes made to this message after it was sent. This Notice should not be removed. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of chaim rieger Sent: Thursday, 15 March 2007 9:24 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] error on new install RHEL 4.4 64bit apache2/mysql/fcgi/rt3.6.3 when i go to Configuration > Global > RT at A glance i get the following error *error:* Can't call method "Content" on an undefined value at /usr/local/rt/share/html/Admin/Global/MyRT.html line 50. *context:* *...* *46:* my ( $conf, $pane ) = @_; *47:* $default_portlets->SetContent( $conf ); *48:* push @actions, loc( 'Global portlet [_1] saved.', $pane ); *49:* } *50:* ); *51:* *52:* $m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_, nojs => 1 ) *53:* for @panes; *54:* *...* *code stack:* /usr/local/rt/share/html/Admin/Global/MyRT.html:50 /usr/local/rt/share/html/Admin/autohandler:47 /usr/local/rt/share/html/autohandler:292 raw error -- -- Chaim Rieger _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From falcone at bestpractical.com Wed Mar 14 18:34:17 2007 From: falcone at bestpractical.com (Kevin Falcone) Date: Wed, 14 Mar 2007 18:34:17 -0400 Subject: [rt-users] [Rt-announce] new RT2 to RT3 converter release Message-ID: I'm happy to announce a new release of our RT2 to RT3 conversion tool. This work was sponsored by DESY and we're grateful for their support in updating this tool to work with RT 3.6 and adding new features. Important features in the new release: * now works against 3.6 * ability to merge an older RT2 instance into an existing RT3 installation * custom hooks for massaging data during the RT3 import * fix bugs importing Custom Fields with non-ascii characters * remove dependancy on DBIx::SearchBuilder internals * fix a slew of other bugs This tool is now available on CPAN in the RT::Extension::RT2toRT3 package available here http://search.cpan.org/dist/RT-Extension-RT2toRT3/ Kevin Falcone Best Practical Solutions, LLC _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From theillien at yahoo.com Wed Mar 14 23:11:11 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 14 Mar 2007 23:11:11 -0400 Subject: [rt-users] RT Boilerplate Message-ID: <45F8B94F.7040104@yahoo.com> I'm setting up a script but I don't know the boilerplate for RT. Can someone list it please? Mathew From rob at dzhon.com Thu Mar 15 00:43:15 2007 From: rob at dzhon.com (Rob Gillan) Date: Thu, 15 Mar 2007 15:43:15 +1100 Subject: [rt-users] Hiding "> quoted text" on web interface Message-ID: <9C785A9B-606E-480E-B410-B5977D8D0878@dzhon.com> Hi, Have had a look around the wiki and the config files, but haven't found a way to remove the quoting of ticket info when replying to/ commenting on a ticket. Does anyone know a way to globally remove/ hide the quoting for new comments/replies? Thanks Rob From theillien at yahoo.com Thu Mar 15 04:21:10 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 15 Mar 2007 04:21:10 -0400 Subject: [rt-users] Error "I don't know about $field yet" Message-ID: <45F901F6.7040309@yahoo.com> Running this: #!/usr/bin/perl use warnings; use strict; use lib '/usr/local/rt-3.6.3/lib'; use lib '/usr/local/rt-3.6.3/local/lib'; use RT; use RT::Tickets; RT::LoadConfig(); RT::Init(); my $tix = new RT::Tickets(RT::SystemUser); $tix->Limit('Queue = "CustomerCare" and Status = "resolved" and Status = "open"'); my $timeworked = {}; my %env; while (my $ticket = $tix->Next) { my $customer = $ticket->FirstCustomFieldValue('Environment'); unless ($customer) {warn "warning" . $ticket->id. "no profile"; next} my $transactions = $ticket->Transactions; while (my $transaction = $transactions->Next) { next unless ($transaction->TimeTaken); $timeworked = \$env{$transaction->Creator}{$transaction->TimeTaken}; } } Gives me this: [Thu Mar 15 08:16:24 2007] [error]: RestrictionsToClauses: I don't know about yet at /usr/local/rt-3.6.3/lib/RT/Tickets_Overlay.pm line 2740. (/usr/local/rt-3.6.3/lib/RT/Tickets_Overlay.pm:2827) Does anyone have any insight about how I can fix this? Mathew From c.a.vincent at newcastle.ac.uk Thu Mar 15 05:21:18 2007 From: c.a.vincent at newcastle.ac.uk (Carl Vincent) Date: Thu, 15 Mar 2007 09:21:18 -0000 Subject: [rt-users] Workflow question: RT on both ends of a ticket In-Reply-To: <45F69D7E.9010706@gmail.com> References: <96F77944E1BA554D814FBC549EC5D3F00524AF73@moonraker.campus.ncl.ac.uk> <45F591FB.4020604@lbl.gov> <45F5986A.9010008@gmail.com> <96F77944E1BA554D814FBC549EC5D3F00524B1D5@moonraker.campus.ncl.ac.uk> <45F69D7E.9010706@gmail.com> Message-ID: <96F77944E1BA554D814FBC549EC5D3F00524B813@moonraker.campus.ncl.ac.uk> >-----Original Message----- >From: Les Mikesell [mailto:lesmikesell at gmail.com] >Sent: 13 March 2007 12:48 >To: Carl Vincent >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Workflow question: RT on both ends of a ticket > >Carl Vincent wrote: > >>> I think he has separate queues but wants the email response >>> going out of >>> one of the queues to be accepted back into a different >queue where it >>> will reach the right people. If you had different RT instances you >>> could find the different RT names in the subject line and >each could >>> have different ticket numbers, but I don't think there is a >>> handy way to >>> do this in a single instance. You can manually move the >>> ticket into the >>> right queue before responding (if you have rights to do both), >>> but then >>> it becomes a special case instead of just replying. >> >> Thanks Les, that's exactly the situation - one RT instance, >two queues, >> two groups of people dealing with them, but they want to >communicate as >> they would with "external" people. >> >> Is there any mileage in writing a filter outside RT to rewrite the >> headers? Thanks for all the suggestions. I've installed RT-Extension-ExtractRTNames but am experimenting with my "filter script" solution. I've written the filter and it seems to work as hoped. We'll see how robust it is in the longer term. I've posted the solution on the wiki: http://wiki.bestpractical.com/index.cgi?RtTalkToSelf Thanks again for the support (and for RT!) Cheers Carl -- -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Carl Vincent http://www.netskills.ac.uk/ (URL) Systems Manager 0191 222 5003 (voice) Netskills, Newcastle University 0191 222 5001 (fax) Training - Accreditation - Consultancy - Development From rfh at pipex.net Thu Mar 15 05:25:29 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 15 Mar 2007 09:25:29 +0000 Subject: [rt-users] Error "I don't know about $field yet" In-Reply-To: <45F901F6.7040309@yahoo.com> References: <45F901F6.7040309@yahoo.com> Message-ID: <45F91109.9020406@pipex.net> Mathew; Change your limit statements as follow: $tix->LimitQueue (VALUE => 'CustomerCare'); $tix->LimitStatus (VALUE => 'open'); $tix->LimitStatus (VALUE => 'resolved'); Try the above and see what happens? Roy Mathew Snyder wrote: > Running this: > > #!/usr/bin/perl > > use warnings; > use strict; > use lib '/usr/local/rt-3.6.3/lib'; > use lib '/usr/local/rt-3.6.3/local/lib'; > use RT; > use RT::Tickets; > > RT::LoadConfig(); > RT::Init(); > > my $tix = new RT::Tickets(RT::SystemUser); > $tix->Limit('Queue = "CustomerCare" and Status = "resolved" and Status = "open"'); > > my $timeworked = {}; > my %env; > > while (my $ticket = $tix->Next) { > my $customer = $ticket->FirstCustomFieldValue('Environment'); > unless ($customer) {warn "warning" . $ticket->id. "no profile"; next} > my $transactions = $ticket->Transactions; > while (my $transaction = $transactions->Next) { > next unless ($transaction->TimeTaken); > $timeworked = \$env{$transaction->Creator}{$transaction->TimeTaken}; > } > } > > Gives me this: > [Thu Mar 15 08:16:24 2007] [error]: RestrictionsToClauses: I don't know about > yet at /usr/local/rt-3.6.3/lib/RT/Tickets_Overlay.pm line 2740. > (/usr/local/rt-3.6.3/lib/RT/Tickets_Overlay.pm:2827) > > Does anyone have any insight about how I can fix this? > > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From asips at nl.clara.net Thu Mar 15 06:57:36 2007 From: asips at nl.clara.net (Alain Sips) Date: Thu, 15 Mar 2007 11:57:36 +0100 Subject: [rt-users] Slow RT Message-ID: <45F926A0.7050308@nl.clara.net> Hello all, We are having trouble with slow queries for a long time already. We are using RT 3.4.5 (but planning to upgrade to RT3.6). Also we are using mysql 5.0.15. Some of our tickets are rather long, and those can take up to a minute to load. The slow query option of sql is turned on and this under this mail is a snippet of it. The first one out of it takes 24 seconds, the last one even 237 seconds. It also happens a lot that the SELECT GET_LOCK takes 360 seconds (the timeout time). If I do an explain on the first query, I get this result: mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType= 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Status = 'resolved')AND(main.Queue = '4')AND(main.Subject LIKE '%dsl exp%')AND ( (Attachments_2.Content LIKE '%cpe%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); +----+-------------+----------------+------+-------------------------------------+---------------+---------+----------------------------+-------+--------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------+------+-------------------------------------+---------------+---------+----------------------------+-------+--------------------------+ | 1 | SIMPLE | main | ref | PRIMARY,Tickets1,Tickets6,i_custom2 | Tickets1 | 17 | const,const | 50436 | Using where | | 1 | SIMPLE | Transactions_1 | ref | PRIMARY,Transactions1 | Transactions1 | 70 | const,rt3.main.EffectiveId | 1 | Using where; Using index | | 1 | SIMPLE | Attachments_2 | ref | Attachments2 | Attachments2 | 4 | rt3.Transactions_1.id | 1 | Using where | +----+-------------+----------------+------+-------------------------------------+---------------+---------+----------------------------+-------+--------------------------+ 3 rows in set (0.00 sec) If I do an explain on the last query, I get: mysql> explain SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType= 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Status = 'resolved')AND(main.Queue = '4')AND(main.Subject LIKE '%dsl exp%')AND ( (Attachments_2.Content LIKE '%cpe%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); +----+-------------+----------------+------+-------------------------------------+---------------+---------+----------------------------+-------+--------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------+------+-------------------------------------+---------------+---------+----------------------------+-------+--------------------------+ | 1 | SIMPLE | main | ref | PRIMARY,Tickets1,Tickets6,i_custom2 | Tickets1 | 17 | const,const | 50598 | Using where | | 1 | SIMPLE | Transactions_1 | ref | PRIMARY,Transactions1 | Transactions1 | 70 | const,rt3.main.EffectiveId | 1 | Using where; Using index | | 1 | SIMPLE | Attachments_2 | ref | Attachments2 | Attachments2 | 4 | rt3.Transactions_1.id | 1 | Using where | +----+-------------+----------------+------+-------------------------------------+---------------+---------+----------------------------+-------+--------------------------+ 3 rows in set (0.00 sec) I guess these explain results are ok, or am I mistaken? Is there somewhere else that I can maybe have a look? Thanks, Alain -------------------------------------------------------------------------------- # Query_time: 24 Lock_time: 0 Rows_sent: 1 Rows_examined: 35113 SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType= 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Status = 'resolved')AND(main.Queue = '4')AND(main.Subject LIKE '%dsl exp%')AND ( (Attachments_2.Content LIKE '%cpe%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); # Time: 070315 11:42:37 # User at Host: rt_user[rt_user] @ rtdb.vianetworks.nl [10.0.15.58] # Query_time: 12 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-c1f1d783667e9ebb9e878498a22514a0', 3600); # Time: 070315 11:43:11 # User at Host: rt_user[rt_user] @ rtdb.vianetworks.nl [10.0.15.58] # Query_time: 11 Lock_time: 0 Rows_sent: 1 Rows_examined: 691650 SELECT COUNT(DISTINCT main.id) FROM Groups Groups_3, CachedGroupMembers CachedGroupMembers_2, Principals Principals_1, ACL ACL_4, 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.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Ticket' AND ACL_4.ObjectId = 108309) OR (ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 13) OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Ticket-Role' AND Groups_3.Instance = '108309') OR (Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = '13') OR (Groups_3.Domain = 'RT::System-Role')); # Time: 070315 11:43:50 # User at Host: rt_user[rt_user] @ rtdb.vianetworks.nl [10.0.15.58] # Query_time: 3 Lock_time: 0 Rows_sent: 1 Rows_examined: 691650 SELECT COUNT(DISTINCT main.id) FROM Groups Groups_3, CachedGroupMembers CachedGroupMembers_2, Principals Principals_1, ACL ACL_4, 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.PrincipalType = 'User')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ((ACL_4.ObjectType = 'RT::Ticket' AND ACL_4.ObjectId = 108309) OR (ACL_4.ObjectType = 'RT::Queue' AND ACL_4.ObjectId = 7) OR (ACL_4.ObjectType = 'RT::System')) AND ((Groups_3.Domain = 'RT::Ticket-Role' AND Groups_3.Instance = '108309') OR (Groups_3.Domain= 'RT::Queue-Role' AND Groups_3.Instance = '7') OR (Groups_3.Domain = 'RT::System-Role')); # Time: 070315 11:45:04 # User at Host: rt_user[rt_user] @ rtdb.vianetworks.nl [10.0.15.58] # Query_time: 237 Lock_time: 0 Rows_sent: 1 Rows_examined: 313160 SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType= 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Status = 'resolved')AND(main.Queue = '4')AND ( (Attachments_2.Content LIKE '%cpe%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ); # Time: 070315 11:45:23 From JoopvandeWege at mococo.nl Thu Mar 15 08:06:23 2007 From: JoopvandeWege at mococo.nl (Joop) Date: Thu, 15 Mar 2007 13:06:23 +0100 Subject: [rt-users] Slow RT In-Reply-To: <45F926A0.7050308@nl.clara.net> References: <45F926A0.7050308@nl.clara.net> Message-ID: <45F936BF.4020306@mococo.nl> Alain Sips wrote: > Hello all, > > We are having trouble with slow queries for a long time already. We are > using RT 3.4.5 (but planning to upgrade to RT3.6). > Also we are using mysql 5.0.15. > > Some of our tickets are rather long, and those can take up to a minute > to load. > The slow query option of sql is turned on and this under this mail is a > snippet of it. The first one out of it takes 24 seconds, the last one > even 237 seconds. Thats not bad considering the fact that the database is scanning all of the content column for the wildcard %cpe%. What is killing your performance is the fact that there is a % infront of the cpe which means the database can't use any indices. At our site I have disable this pre/post pending of wildcards. If someone wants to search for %cpe% then he/she knows that he/she is in for a (long) wait. This behaviour can be switched off by patching searchbuilder. Joop From slackamp at gmail.com Thu Mar 15 10:47:52 2007 From: slackamp at gmail.com (slamp slamp) Date: Thu, 15 Mar 2007 10:47:52 -0400 Subject: [rt-users] MyRequests Message-ID: <78926d250703150747l58f00936o40ba444751c02de7@mail.gmail.com> Please tell me how do make RT3 show tickets I requested in "RT at a glance"? -------------- next part -------------- An HTML attachment was scrubbed... URL: From slackamp at gmail.com Thu Mar 15 11:03:27 2007 From: slackamp at gmail.com (slamp slamp) Date: Thu, 15 Mar 2007 11:03:27 -0400 Subject: [rt-users] automatically add group as CC Message-ID: <78926d250703150803q383d1c57n72d4743072378a61@mail.gmail.com> how can i do this? i tried searching but could not find any answers. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Thu Mar 15 11:42:15 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 15 Mar 2007 18:42:15 +0300 Subject: [rt-users] Error "I don't know about $field yet" In-Reply-To: <45F901F6.7040309@yahoo.com> References: <45F901F6.7040309@yahoo.com> Message-ID: <589c94400703150842t7b6f077ekff40ae99169afae4@mail.gmail.com> FromSQL not Limit $tix->FromSQL('Queue = "CustomerCare" and Status = "resolved" and Status = "open"'); But note that 'Status = "resolved" and Status = "open"' is wrong condition, most probably you want '( Status = "resolved" OR Status = "open" )' On 3/15/07, Mathew Snyder wrote: > Running this: > > #!/usr/bin/perl > > use warnings; > use strict; > use lib '/usr/local/rt-3.6.3/lib'; > use lib '/usr/local/rt-3.6.3/local/lib'; > use RT; > use RT::Tickets; > > RT::LoadConfig(); > RT::Init(); > > my $tix = new RT::Tickets(RT::SystemUser); > $tix->Limit('Queue = "CustomerCare" and Status = "resolved" and Status = "open"'); > > my $timeworked = {}; > my %env; > > while (my $ticket = $tix->Next) { > my $customer = $ticket->FirstCustomFieldValue('Environment'); > unless ($customer) {warn "warning" . $ticket->id. "no profile"; next} > my $transactions = $ticket->Transactions; > while (my $transaction = $transactions->Next) { > next unless ($transaction->TimeTaken); > $timeworked = \$env{$transaction->Creator}{$transaction->TimeTaken}; > } > } > > Gives me this: > [Thu Mar 15 08:16:24 2007] [error]: RestrictionsToClauses: I don't know about > yet at /usr/local/rt-3.6.3/lib/RT/Tickets_Overlay.pm line 2740. > (/usr/local/rt-3.6.3/lib/RT/Tickets_Overlay.pm:2827) > > Does anyone have any insight about how I can fix this? > > Mathew -- Best regards, Ruslan. From gleduc at mail.sdsu.edu Thu Mar 15 12:21:11 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 15 Mar 2007 09:21:11 -0700 Subject: [rt-users] Extracting data from "create" e-mail Message-ID: <6.2.1.2.2.20070315091234.02c75e58@mail.sdsu.edu> When an e-mail creates a new ticket in a specific queue I'd like to populate some custom fields in the ticket with data extracted from the e-mail body. I think the best way to do this is with a scrip that fires on ticket creation in this queue. Is there a variable I can parse that holds the body of the e-mail? If someone already has a scrip that does this, feel free to share it! Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From jesse at bestpractical.com Thu Mar 15 13:24:56 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 15 Mar 2007 13:24:56 -0400 Subject: [rt-users] Error "I don't know about $field yet" In-Reply-To: <45F901F6.7040309@yahoo.com> References: <45F901F6.7040309@yahoo.com> Message-ID: <20070315172456.GR2207@bestpractical.com> > $tix->Limit('Queue = "CustomerCare" and Status = "resolved" and Status = "open"'); $tix->FromSQL(...) From KFCrocker at lbl.gov Thu Mar 15 13:40:14 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 15 Mar 2007 10:40:14 -0700 Subject: [rt-users] Help with grabbing customfieldvalue at ticket creation Message-ID: <45F984FE.2050509@lbl.gov> To all, We've been putting some custom field data in our templates for awhile, but the tickets already exist. We are now trying to get some cf data on an e_mail during creation and having some trouble. We've various versions of "{$self->$Ticket->FirstCustomFieldValue('Description')} and also {my $Ticket_Description; $Ticket_Description = $Ticket->FirstCustomFieldValue('Description'); return $Ticket_Description;} But to no avail. We need some help help here. Obviously, thereis something I do not understand. Is this data just not available from the ticket yet? I do not have the cf defined for a transaction. Thanks. Kenn LBNL From mariogomide at agricultura.gov.br Thu Mar 15 14:47:05 2007 From: mariogomide at agricultura.gov.br (Mario Gomide) Date: Thu, 15 Mar 2007 15:47:05 -0300 Subject: [rt-users] Adding more Cc fields Message-ID: <45F994A9.5060402@agricultura.gov.br> Hi there! I was trying to add three more Cc fields so that each field would contain only one e-mail address. The RT users here find it too "laborious" to edit a comma-delimited list, since they use the automatic form-fill. In other words, it is easier to only choose an e-mail address (previously filled in the form) per field. What I have done so far is copied the field, but now I know I have to concatenate de four $ARGS{Cc} variables, so at the end I'll get a comma-delimited list in the array. Does anyone know how I could do this? Thank you very much! Mario From bdemuth at itsfac.com Thu Mar 15 14:56:03 2007 From: bdemuth at itsfac.com (Brian Demuth) Date: Thu, 15 Mar 2007 14:56:03 -0400 Subject: [rt-users] Mail flow issue (maybe DST isssue) Message-ID: <5213F765734A5C438927312404DA3802309274@MAIL.ITSFAC.COM> I'm at a loss here. Hopefully someone will have some insight to this problem. I have an RT3.63 setup with RTFM that has been running fine for some time. When the DST changes occurred this last Sunday, RT stopped processing all outgoing email (correspondence, comments, etc). Incoming tickets are still accepted and created. Any email generated through RT does not get sent or even show up in the tickets. When creating a reply, the recipients do not show up in the "This message will be sent to..." section of the page and of course there are no "RT_System - Outgoing email recorded" messages showing up in the tickets after the DST change. I have verified that outgoing email sent directly through sendmail is functioning properly. I have verified the correct time and time-zone information. The OS is RedHat EL4 and has the tzdata patch. I also tried reloading the time-zone tables into MySQL thinking that might be it. I verified through SQL queries that it is up to date. I have also updated Perl and the DateTime module. I turned the RT debug logs on and everything looks ok to me except this: [Thu Mar 15 18:42:18 2007] [debug]: RT::Date used date::parse to make 1970-01-01 18000 (/opt/rt3/lib/RT/Date.pm:211) Any ideas? Thanks, - Brian Important Notice: This email message and any attachments may contain information and/or trade secrets that are private, and are meant to be delivered solely for the use of the intended recipient(s). If you are not the intended recipient, please do not read, copy, use, forward or disclose the contents of this communication to others. Interception of e-mail is a crime under the Electronic Communications Privacy Act, 18 U.S.C. 2510-2522 and 2701-2709. If you have received this email in error, please immediately notify us by return email or by telephone at [703-221-0200 Ext 51119] and promptly delete this message. Thank You. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bdemuth at itsfac.com Thu Mar 15 15:25:45 2007 From: bdemuth at itsfac.com (Brian Demuth) Date: Thu, 15 Mar 2007 15:25:45 -0400 Subject: [rt-users] Mail flow issue (maybe DST isssue) Message-ID: <5213F765734A5C438927312404DA38023092BE@MAIL.ITSFAC.COM> **Update** I am also getting the following in the logs. Mar 15 15:14:40 RT2 RT: Scrip Prepare 4 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 107. Stack: [/opt/rt3/lib/RT/Action/Generic.pm:107] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:177] [/opt/rt3/lib/RT/Scrip_Overlay.pm:471] [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] [/opt/rt3/lib/RT/Transaction_Overlay.pm:171] [/opt/rt3/lib/RT/Record.pm:1444] [/opt/rt3/lib/RT/Ticket_Overlay.pm:744] [/opt/rt3/lib/RT/Interface/Email.pm:719] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) This happens to every scrip that runs. This all started Saturday night. No changes were made to the system when this started. - Brian Important Notice: This email message and any attachments may contain information and/or trade secrets that are private, and are meant to be delivered solely for the use of the intended recipient(s). If you are not the intended recipient, please do not read, copy, use, forward or disclose the contents of this communication to others. Interception of e-mail is a crime under the Electronic Communications Privacy Act, 18 U.S.C. 2510-2522 and 2701-2709. If you have received this email in error, please immediately notify us by return email or by telephone at [703-221-0200 Ext 51119] and promptly delete this message. Thank You. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 4822 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Thu Mar 15 17:23:23 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 16 Mar 2007 00:23:23 +0300 Subject: [rt-users] automatically add group as CC In-Reply-To: <78926d250703150803q383d1c57n72d4743072378a61@mail.gmail.com> References: <78926d250703150803q383d1c57n72d4743072378a61@mail.gmail.com> Message-ID: <589c94400703151423m100b7f56ja0786f09278b36c2@mail.gmail.com> pointers: scrips, custom scrip action, RT::Ticket::AddWatcher On 3/15/07, slamp slamp wrote: > how can i do this? i tried searching but could not find any answers. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Mar 15 17:26:52 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 16 Mar 2007 00:26:52 +0300 Subject: [rt-users] MyRequests In-Reply-To: <78926d250703150747l58f00936o40ba444751c02de7@mail.gmail.com> References: <78926d250703150747l58f00936o40ba444751c02de7@mail.gmail.com> Message-ID: <589c94400703151426n6336def7uf26e610a107d2484@mail.gmail.com> http://wiki.bestpractical.com/?ChangeDefaultRTAtAGlance and archives On 3/15/07, slamp slamp wrote: > Please tell me how do make RT3 show tickets I requested in "RT at a glance"? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From jesse at bestpractical.com Thu Mar 15 17:58:16 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 15 Mar 2007 17:58:16 -0400 Subject: [rt-users] Mail flow issue (maybe DST isssue) In-Reply-To: <5213F765734A5C438927312404DA38023092BE@MAIL.ITSFAC.COM> References: <5213F765734A5C438927312404DA38023092BE@MAIL.ITSFAC.COM> Message-ID: <326DA985-9911-406F-BC36-4752E31BD9FD@bestpractical.com> You need to reinstall Scalar::Util from CPAN, being sure to install the compiled version with support for the "weaken" method. On Mar 15, 2007, at 3:25 PM, Brian Demuth wrote: > **Update** > > > > I am also getting the following in the logs. > > > > Mar 15 15:14:40 RT2 RT: Scrip Prepare 4 died. - Undefined > subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/ > Generic.pm line 107. Stack: [/opt/rt3/lib/RT/Action/Generic.pm: > 107] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ > ScripAction_Overlay.pm:177] [/opt/rt3/lib/RT/Scrip_Overlay.pm: > 471] [/opt/rt3/lib/RT/Scrips_Overlay.pm:237] [/opt/rt3/lib/RT/ > Transaction_Overlay.pm:171] [/opt/rt3/lib/RT/Record.pm:1444] [/ > opt/rt3/lib/RT/Ticket_Overlay.pm:744] [/opt/rt3/lib/RT/Interface/ > Email.pm:719] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway: > 59] (/opt/rt3/lib/RT/Scrip_Overlay.pm:479) > > > > This happens to every scrip that runs. This all started Saturday > night. No changes were made to the system when this started. > > > > - Brian > > Important Notice: This email message and any attachments may > contain information and/or trade secrets that are private, and are > meant to be delivered solely for the use of the intended recipient > (s). If you are not the intended recipient, please do not read, > copy, use, forward or disclose the contents of this communication > to others. Interception of e-mail is a crime under the Electronic > Communications Privacy Act, 18 U.S.C. 2510-2522 and 2701-2709. If > you have received this email in error, please immediately notify us > by return email or by telephone at [703-221-0200 Ext 51119] and > promptly delete this message. Thank You. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From theillien at yahoo.com Thu Mar 15 22:46:38 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 15 Mar 2007 22:46:38 -0400 Subject: [rt-users] Renamed CF Still Visible Message-ID: <45FA050E.5050705@yahoo.com> We recently renamed one of our custom fields. It happens to be one that we are all using in RT at a glance as being visible under My Tickets. When I renamed the field though, it didn't disappear from the Show Columns list under Customize "N" Tickets I Own. I had to manually move the new custom field name over and then delete the old name. Is this an intended function or just a slight glitch? Mathew From haakon at ii.uib.no Fri Mar 16 09:55:05 2007 From: haakon at ii.uib.no (Haakon Nilsen) Date: Fri, 16 Mar 2007 14:55:05 +0100 Subject: [rt-users] RT on multiple base URLs Message-ID: <45FAA1B9.2030204@ii.uib.no> Hi list, Our RT is exposed on four different URLs: * http://oursite1/ * https://oursite1/ * http://oursite2/ * https://oursite2/ On RT 3.2.1, this used to be problem free using this setting: Set($WebBaseURL , "https://oursite2:443"); After I upgraded to 3.6.3, this results in a strange problem. If I go to any of the URLs above, and post to a ticket, the posting is registered, but then RT sends a header Location: https://oursite1:80/Ticket/Display.html?id=... (if I was at any of the oursite1 URLs, otherwise it's https://oursite2:80/...). There is no SSL on port 80 of course, so this results in a browser error (Firefox says "The connection was interrupted"). The dirty "solution" to this is to set $WebBaseURL to one of the http (non-SSL) URLs. This is bad because if the user initially goes to a https URL and posts, he will end up on a non-SSL URL, and may not even notice. I have grepped through the configuration files, and RT's source code, but I cannot find anything referencing port 80 specifically. So I wonder what changed from 3.2 to 3.6.3 that could cause this, and what is the "right" setup for properly supporting exposure on several base URLs. RT is running with FastCGI on apache 2.0.46. Thanks, Haakon Nilsen. From kellermg at potsdam.edu Fri Mar 16 10:10:49 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Fri, 16 Mar 2007 10:10:49 -0400 Subject: [rt-users] automatically add group as CC In-Reply-To: <589c94400703151423m100b7f56ja0786f09278b36c2@mail.gmail.com> References: <78926d250703150803q383d1c57n72d4743072378a61@mail.gmail.com> <589c94400703151423m100b7f56ja0786f09278b36c2@mail.gmail.com> Message-ID: <1174054249.3796.317.camel@mlap> In the same vein as this, I know how to add groups as CC's after a ticket is created, but at ticket create time it seems that unless I know the group ID number, and put the number in the CC field, there is no way to add a group there. Is there some syntax like Group(TheGroup) I'm missing? I have gone through the UserManual and haven't found any thing other than how to add them post-create. Thanks! On Fri, 2007-03-16 at 00:23 +0300, Ruslan Zakirov wrote: > pointers: scrips, custom scrip action, RT::Ticket::AddWatcher From rfh at pipex.net Fri Mar 16 10:18:57 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 16 Mar 2007 14:18:57 +0000 Subject: [rt-users] automatically add group as CC In-Reply-To: <1174054249.3796.317.camel@mlap> References: <78926d250703150803q383d1c57n72d4743072378a61@mail.gmail.com> <589c94400703151423m100b7f56ja0786f09278b36c2@mail.gmail.com> <1174054249.3796.317.camel@mlap> Message-ID: <45FAA751.1060303@pipex.net> I think ; you load your group my $gobject = new RT::Group (RT::SystemUser); $gobject->LoadUserDefinedGroup('TheGroup'); then add them as CC my ($code,$msg) = $Ticketobj->AddWatcher(Type =>'Cc',PrincipalId => $gobject->Id); Roy Matthew Keller wrote: > In the same vein as this, I know how to add groups as CC's after a > ticket is created, but at ticket create time it seems that unless I know > the group ID number, and put the number in the CC field, there is no way > to add a group there. Is there some syntax like Group(TheGroup) I'm > missing? I have gone through the UserManual and haven't found any thing > other than how to add them post-create. Thanks! > > On Fri, 2007-03-16 at 00:23 +0300, Ruslan Zakirov wrote: > >> pointers: scrips, custom scrip action, RT::Ticket::AddWatcher >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From kellermg at potsdam.edu Fri Mar 16 10:24:59 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Fri, 16 Mar 2007 10:24:59 -0400 Subject: [rt-users] automatically add group as CC In-Reply-To: <45FAA751.1060303@pipex.net> References: <78926d250703150803q383d1c57n72d4743072378a61@mail.gmail.com> <589c94400703151423m100b7f56ja0786f09278b36c2@mail.gmail.com> <1174054249.3796.317.camel@mlap> <45FAA751.1060303@pipex.net> Message-ID: <1174055099.3796.320.camel@mlap> I wasn't clear, and apologize for that. I do know how to do this through code, my question was for my users when they're creating a ticket using the RT web interface. On Fri, 2007-03-16 at 14:18 +0000, Roy El-Hames wrote: > I think ; > you load your group > my $gobject = new RT::Group (RT::SystemUser); > $gobject->LoadUserDefinedGroup('TheGroup'); > then add them as CC > my ($code,$msg) = $Ticketobj->AddWatcher(Type =>'Cc',PrincipalId => > $gobject->Id); > > Roy > Matthew Keller wrote: > > In the same vein as this, I know how to add groups as CC's after a > > ticket is created, but at ticket create time it seems that unless I know > > the group ID number, and put the number in the CC field, there is no way > > to add a group there. Is there some syntax like Group(TheGroup) I'm > > missing? I have gone through the UserManual and haven't found any thing > > other than how to add them post-create. Thanks! > > > > On Fri, 2007-03-16 at 00:23 +0300, Ruslan Zakirov wrote: > > > >> pointers: scrips, custom scrip action, RT::Ticket::AddWatcher > >> > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > From konstantinn at parallels.com Fri Mar 16 10:38:08 2007 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Fri, 16 Mar 2007 17:38:08 +0300 Subject: [rt-users] RTx::Shredder time gap between tickets wipeout In-Reply-To: <589c94400703140942q7ca8b695n6646aa02ec023b72@mail.gmail.com> Message-ID: Hello Ruslan! Thanks for your rapid reply. I have added one of the indices you've suggested (we do not have Custom Fields yet and the ACL table is relatively small and doesn't appear in slow queries log). I do not think that the delay is caused by the committing transaction. Actually, the gap has to deal with the previous ticket, rather that the next one. I mean that this delay first happens right after when I confirm the "Do you want to proceed? [y/N]" prompt and before the first warning line appears. Could you please explain what happens before the first warning is sent to output? I am no programmer to dig into the source code)) Are the DELETE statement in the Shredder committed one by one or are they committed in a single "package" after all the records in DB tables were found? thanks, Kostya -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Wednesday, March 14, 2007 7:43 PM To: Konstantin Naryzhniy Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTx::Shredder time gap between tickets wipeout On 3/14/07, Konstantin Naryzhniy wrote: > > Hello, guys! > > First of all, I would like to thank everyone who developed and contributed > to RT. > > This system is really great and the more I dig into it the more I love its > flexibility compared to rivals. > > I have been reading through these lists for quite some time now, and finally > decided to post my question. > > > > So, this one probably goes to Ruslan Zakirov, the author of the Shredder. > > To make a long story short: RT 3.6.1, huge installation, 150000 (one hundred > and fifty thousand) tickets, 30% of them deleted spam, 20 queues, 80 > privileged users. > > Mysql 5.0.18, Postfix, Apache/2.2.0, 2.6.15-1.2054_FC5. > > > > I started to use the Shredder to get rid of at least spam tickets. A single > ticket took about 6 minutes to delete. It took most of the time to wipe out > Cached Group Members. > > After we upgraded to new hardware (C2D, 2G RAM) I went down to 2.5 minutes > per ticket. After that (still with me?) I played around with mysql_slow.log > and indices, as it has been suggested on this list before (if anybody's > interested I'll post exactly what I've done). > > Now, the ticket deletion takes only 10-15 seconds. Great! Yep, there is several queries shredder runs often when RT doesn't, so RT has no indexes for them by default. Here is some critical indexes: # shredder pack CREATE INDEX ruz_OCFV1 ON ObjectCustomFieldValues(ObjectType, ObjectId); CREATE INDEX ruz_ACL5 ON ACL(ObjectType, ObjectId); CREATE UNIQUE INDEX ruz_GM1 ON GroupMembers(MemberId, GroupId); > > However, when I launch rtx-shredder script without -force option from CLI, > so I can see the messages and prompts, there is a delay (a gap) in process > after wiping out previous ticket and starting a new one. On screen > consecutive lines look something like this: > > > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Attachment-158005 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Transaction-330341 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Transaction-334128 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Ticket-31041 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:43 2007] [warning]: RT::CachedGroupMember-438043 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:43 2007] [warning]: RT::Transaction-330378 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > [Wed Mar 14 15:47:43 2007] [warning]: RT::Group-167572 wiped out > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > > > So, there is this gap of 20-30 seconds, which ends up in approx 17 hours to > delete 1000 tickets. > > I wonder, what causes this gap? a dump writing time? If so, can I run the > Shredder without creating a dump? I think it's DB committing transaction. > > > > I'll appreciate any help. > > > > Thank you very much! > > > > Kostya. > > > > -- Best regards, Ruslan. From MGraham at smartcity.com Fri Mar 16 10:37:32 2007 From: MGraham at smartcity.com (Mark Graham) Date: Fri, 16 Mar 2007 07:37:32 -0700 Subject: [rt-users] password migration Message-ID: Hello there, Earlier this week we migrated to the newest release of RT. We are experiencing a problem, specifically, with password migration from the old database to the new database. It seems that RT used todo something funny with character storage - like a character conversion to the string before storing the md5 hash. The new one no longer does that. I've gone through the FAQ and searched the mailing list archives, but I cannot come up with something that would let me migrate this better. Everything did copy over bit for bit, but the old version uses a slightly different encoding for some characters and the new one is straight md5 Any suggestions?? Mark Graham Network Administrator -------------- next part -------------- An HTML attachment was scrubbed... URL: From joe.casadonte at oracle.com Fri Mar 16 10:57:06 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 16 Mar 2007 10:57:06 -0400 Subject: [rt-users] Extracting data from "create" e-mail In-Reply-To: <6.2.1.2.2.20070315091234.02c75e58@mail.sdsu.edu> References: <6.2.1.2.2.20070315091234.02c75e58@mail.sdsu.edu> Message-ID: <45FAB042.9070000@oracle.com> On 3/15/2007 12:21 PM, Gene LeDuc wrote: > When an e-mail creates a new ticket in a specific queue I'd like to > populate some custom fields in the ticket with data extracted from the > e-mail body. I think the best way to do this is with a scrip that fires > on ticket creation in this queue. Is there a variable I can parse that > holds the body of the e-mail? The body of the email is included as an attachment to the ticket, and you should have a ticket object available in the action part of the scrip, so you should be able to get to it that way. Check out the Ticket.pm and Ticket_Overlay.pm files for info on the Ticket API. -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From joe.casadonte at oracle.com Fri Mar 16 11:02:03 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 16 Mar 2007 11:02:03 -0400 Subject: [rt-users] Help with grabbing customfieldvalue at ticket creation In-Reply-To: <45F984FE.2050509@lbl.gov> References: <45F984FE.2050509@lbl.gov> Message-ID: <45FAB16B.1070507@oracle.com> On 3/15/2007 1:40 PM, Kenneth Crocker wrote: > But to no avail. We need some help help here. Obviously, thereis > something I do not understand. Is this data just not available from the > ticket yet? I do not have the cf defined for a transaction. Thanks. Here's what I have in one of my conditions for new tickets. It basically checks to see if the field is valued, and if not, the action will set a default value: sub IsApplicable { my($self) = shift; my($CFNAME) = 'FooBarBaz'; my($q) = $self->TicketObj->QueueObj; my($cf) = new RT::CustomField $q->CurrentUser; $cf->LoadByNameAndQueue(Name => $CFNAME, Queue => $q->id); $cf->LoadByNameAndQueue(Name => $CFNAME, Queue => 0) unless $cf->id; unless ($cf->id) { $RT::Logger->warning("Custom field '$CFNAME' isn't global or defined for queue '" . $q->Name . "'"); return undef; } return ! $self->TicketObj->FirstCustomFieldValue($cf->id); } This works on 3.6.3 -- 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 rfh at pipex.net Fri Mar 16 11:09:28 2007 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 16 Mar 2007 15:09:28 +0000 Subject: [rt-users] Extracting data from "create" e-mail In-Reply-To: <45FAB042.9070000@oracle.com> References: <6.2.1.2.2.20070315091234.02c75e58@mail.sdsu.edu> <45FAB042.9070000@oracle.com> Message-ID: <45FAB328.3040703@pipex.net> Gene; $self->TransactionObj->Content may help you . Roy Joe Casadonte wrote: > On 3/15/2007 12:21 PM, Gene LeDuc wrote: > >> When an e-mail creates a new ticket in a specific queue I'd like to >> populate some custom fields in the ticket with data extracted from >> the e-mail body. I think the best way to do this is with a scrip >> that fires on ticket creation in this queue. Is there a variable I >> can parse that holds the body of the e-mail? > > The body of the email is included as an attachment to the ticket, and > you should have a ticket object available in the action part of the > scrip, so you should be able to get to it that way. Check out the > Ticket.pm and Ticket_Overlay.pm files for info on the Ticket API. > From joe.casadonte at oracle.com Fri Mar 16 11:47:45 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 16 Mar 2007 11:47:45 -0400 Subject: [rt-users] 3.6.3 - TransactionBatch on resolve -- how to get rid of second email? Message-ID: <45FABC21.2080602@oracle.com> I've got a new email coming out as part of the overall resolve transaction that is triggered on the status change and includes the body of the response. That works great (finally). But how do I ret rid of the auto-reply email? The only thing I can think of is to make it TransactionBatch as well, and then have it not send the email if I'm going to be sending the other one. But that seems a bit hacky, and I'd rather do it a different way, if possible. Is it possible? Thanks! -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From ruslan.zakirov at gmail.com Fri Mar 16 11:56:14 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 16 Mar 2007 18:56:14 +0300 Subject: [rt-users] RTx::Shredder time gap between tickets wipeout In-Reply-To: References: <589c94400703140942q7ca8b695n6646aa02ec023b72@mail.gmail.com> Message-ID: <589c94400703160856t70534069y5cd056d57a75cda3@mail.gmail.com> On 3/16/07, Konstantin Naryzhniy wrote: > Hello Ruslan! > Thanks for your rapid reply. > > I have added one of the indices you've suggested (we do not have Custom > Fields yet and the ACL table is relatively small and doesn't appear in slow > queries log). > > I do not think that the delay is caused by the committing transaction. > Actually, the gap has to deal with the previous ticket, rather that the next > one. I mean that this delay first happens right after when I confirm the "Do > you want to proceed? [y/N]" prompt and before the first warning line > appears. Huh, that's kinda a ringing bell that's I've screwed up something and that's actually problem in the shredder. > > Could you please explain what happens before the first warning is sent to > output? I am no programmer to dig into the source code)) > > Are the DELETE statement in the Shredder committed one by one or are they > committed in a single "package" after all the records in DB tables were > found? I commit things once per ticket or per user, depends on what top level objects are. Top level objects are objects you select with a plugin. > > thanks, > Kostya > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Wednesday, March 14, 2007 7:43 PM > To: Konstantin Naryzhniy > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RTx::Shredder time gap between tickets wipeout > > On 3/14/07, Konstantin Naryzhniy wrote: > > > > Hello, guys! > > > > First of all, I would like to thank everyone who developed and contributed > > to RT. > > > > This system is really great and the more I dig into it the more I love its > > flexibility compared to rivals. > > > > I have been reading through these lists for quite some time now, and > finally > > decided to post my question. > > > > > > > > So, this one probably goes to Ruslan Zakirov, the author of the Shredder. > > > > To make a long story short: RT 3.6.1, huge installation, 150000 (one > hundred > > and fifty thousand) tickets, 30% of them deleted spam, 20 queues, 80 > > privileged users. > > > > Mysql 5.0.18, Postfix, Apache/2.2.0, 2.6.15-1.2054_FC5. > > > > > > > > I started to use the Shredder to get rid of at least spam tickets. A > single > > ticket took about 6 minutes to delete. It took most of the time to wipe > out > > Cached Group Members. > > > > After we upgraded to new hardware (C2D, 2G RAM) I went down to 2.5 minutes > > per ticket. After that (still with me?) I played around with > mysql_slow.log > > and indices, as it has been suggested on this list before (if anybody's > > interested I'll post exactly what I've done). > > > > Now, the ticket deletion takes only 10-15 seconds. Great! > Yep, there is several queries shredder runs often when RT doesn't, so > RT has no indexes for them by default. > > Here is some critical indexes: > # shredder pack > CREATE INDEX ruz_OCFV1 ON ObjectCustomFieldValues(ObjectType, ObjectId); > CREATE INDEX ruz_ACL5 ON ACL(ObjectType, ObjectId); > CREATE UNIQUE INDEX ruz_GM1 ON GroupMembers(MemberId, GroupId); > > > > > > However, when I launch rtx-shredder script without -force option from CLI, > > so I can see the messages and prompts, there is a delay (a gap) in process > > after wiping out previous ticket and starting a new one. On screen > > consecutive lines look something like this: > > > > > > > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Attachment-158005 wiped out > > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Transaction-330341 wiped out > > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Transaction-334128 wiped out > > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > > > [Wed Mar 14 15:47:19 2007] [warning]: RT::Ticket-31041 wiped out > > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > > > [Wed Mar 14 15:47:43 2007] [warning]: RT::CachedGroupMember-438043 wiped > out > > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > > > [Wed Mar 14 15:47:43 2007] [warning]: RT::Transaction-330378 wiped out > > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > > > [Wed Mar 14 15:47:43 2007] [warning]: RT::Group-167572 wiped out > > (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) > > > > > > > > So, there is this gap of 20-30 seconds, which ends up in approx 17 hours > to > > delete 1000 tickets. > > > > I wonder, what causes this gap? a dump writing time? If so, can I run the > > Shredder without creating a dump? > I think it's DB committing transaction. > > > > > > > > > I'll appreciate any help. > > > > > > > > Thank you very much! > > > > > > > > Kostya. > > > > > > > > > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From konstantinn at parallels.com Fri Mar 16 12:08:52 2007 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Fri, 16 Mar 2007 19:08:52 +0300 Subject: [rt-users] RTx::Shredder time gap between tickets wipeout In-Reply-To: <589c94400703160856t70534069y5cd056d57a75cda3@mail.gmail.com> Message-ID: So, well, do you suggest that I reinstall Shredder? Not quite sure how to uninstall it once it's up... If you commit things once - what event do "warning wiped out" lines refer to in the log? And how many times the dump file is written per one top level object? I also plan to try running Shredder with Postfix and Apache off. I slightly hope that that'll speed things up a bit, since there's going to be no queries committed simultaneously with Shredder. I'll report on results of this. Ruslan, thanks again for your great tool! Kostya -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Friday, March 16, 2007 6:56 PM To: Konstantin Naryzhniy Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTx::Shredder time gap between tickets wipeout On 3/16/07, Konstantin Naryzhniy wrote: > Hello Ruslan! > Thanks for your rapid reply. > > I have added one of the indices you've suggested (we do not have Custom > Fields yet and the ACL table is relatively small and doesn't appear in slow > queries log). > > I do not think that the delay is caused by the committing transaction. > Actually, the gap has to deal with the previous ticket, rather that the next > one. I mean that this delay first happens right after when I confirm the "Do > you want to proceed? [y/N]" prompt and before the first warning line > appears. Huh, that's kinda a ringing bell that's I've screwed up something and that's actually problem in the shredder. > > Could you please explain what happens before the first warning is sent to > output? I am no programmer to dig into the source code)) > > Are the DELETE statement in the Shredder committed one by one or are they > committed in a single "package" after all the records in DB tables were > found? I commit things once per ticket or per user, depends on what top level objects are. Top level objects are objects you select with a plugin. > > thanks, > Kostya From kronenfe at cs.wisc.edu Fri Mar 16 15:42:58 2007 From: kronenfe at cs.wisc.edu (Scott Kronenfeld) Date: Fri, 16 Mar 2007 14:42:58 -0500 Subject: [rt-users] RT + postgres 8.2? Message-ID: <45FAF342.6060006@cs.wisc.edu> Does anyone have any experience using RT w/ postgres 8.2? We are upgrading postgres from v7.4. Any comments or pointers would be welcome. Unfortunately, I have not had any hits on the mailing list archives. Thanks, Scot From KFCrocker at lbl.gov Fri Mar 16 15:46:57 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 16 Mar 2007 12:46:57 -0700 Subject: [rt-users] Template problem resolved but poses another question Message-ID: <45FAF431.5010307@lbl.gov> To all, I was really pulling my hair on this one. Thanks for your help, Roy, but once I got the code in, it still wasn't working. After playing with the &^%$ thing thru a thousand variations, I finally found out why the template failed. It wasn't the code. I had removed a blank line after the initial Subject line and that's what nixed the whole thing. Subject: Created Ticket: {$Ticket->Subject} ----------------------------------------------------------------------------- When I put the blank line back in, all the code worked. Subject: Created Ticket: {$Ticket->Subject} ----------------------------------------------------------------------------- Now, did I miss some instruction somewhere? Where is this bit of knowledge kept so that I could have found it? This really took up alot of time and I can only assume that my beginner ignorance of some facet of Perl of RT or something was the problem. Any comments??? Kenn LBNL From joe.casadonte at oracle.com Fri Mar 16 15:55:45 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 16 Mar 2007 15:55:45 -0400 Subject: [rt-users] 3.6.3 - Easy way to change date display format Message-ID: <45FAF641.2060809@oracle.com> Looking to see if there's an easy way for a user to control how dates are displayed. Anyone know? Thanks! -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From ktm at rice.edu Fri Mar 16 15:57:02 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Fri, 16 Mar 2007 14:57:02 -0500 Subject: [rt-users] RT + postgres 8.2? In-Reply-To: <45FAF342.6060006@cs.wisc.edu> References: <45FAF342.6060006@cs.wisc.edu> Message-ID: <20070316195701.GD5512@it.is.rice.edu> Scot, PostgreSQL 8.2 works well with RT. There was a post or two to the mailing list that had some needed tuning suggestions. Also, be sure to add my patch to DBIx/SearchBuilder/Handle/Pg.m to make the Tickets query builder usable. I posted it to rt-users but it has not been incorporated in DBIx::SearchBuilder as of the 1.48 release. Here is the change needed: diff Pg.pm Pg.pm_ORIG 238c238 < $$statementref = "SELECT main.* FROM ( SELECT DISTINCT main.id FROM $$statementref ) distinctquery, $table main WHERE (main.id = distinctquery.id) "; --- > $$statementref = "SELECT DISTINCT main.* FROM $$statementref"; Also, dump the OID columns when you move to 8.2. If you have any questions, let me know. Ken On Fri, Mar 16, 2007 at 02:42:58PM -0500, Scott Kronenfeld wrote: > Does anyone have any experience using RT w/ postgres 8.2? We are > upgrading postgres from v7.4. Any comments or pointers would be > welcome. Unfortunately, I have not had any hits on the mailing list > archives. > > Thanks, > Scot From ruslan.zakirov at gmail.com Fri Mar 16 15:59:50 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 16 Mar 2007 22:59:50 +0300 Subject: [rt-users] 3.6.3 - Easy way to change date display format In-Reply-To: <45FAF641.2060809@oracle.com> References: <45FAF641.2060809@oracle.com> Message-ID: <589c94400703161259hce0da6fxe8bdc9da9759e760@mail.gmail.com> That's coming in 3.8... On 3/16/07, Joe Casadonte wrote: > Looking to see if there's an easy way for a user to control how dates > are displayed. Anyone know? Thanks! > > -- > Regards, > joe -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Mar 16 16:06:33 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 16 Mar 2007 23:06:33 +0300 Subject: [rt-users] 3.6.3 - TransactionBatch on resolve -- how to get rid of second email? In-Reply-To: <45FABC21.2080602@oracle.com> References: <45FABC21.2080602@oracle.com> Message-ID: <589c94400703161306t6ddd7c16y772f9bd5fa98083a@mail.gmail.com> dig in recent commits, I've fixed that, but don't remember if it's in 3.6 or 3.7. On 3/16/07, Joe Casadonte wrote: > I've got a new email coming out as part of the overall resolve > transaction that is triggered on the status change and includes the body > of the response. That works great (finally). But how do I ret rid of > the auto-reply email? The only thing I can think of is to make it > TransactionBatch as well, and then have it not send the email if I'm > going to be sending the other one. But that seems a bit hacky, and I'd > rather do it a different way, if possible. Is it possible? Thanks! > > -- > Regards, > > > joe > Joe Casadonte > joe.casadonte at oracle.com > > ========== ========== > == The statements and opinions expressed here are my own and do not == > == necessarily represent those of Oracle Corporation. == > ========== ========== > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 mouse at Rodents.Montreal.QC.CA Fri Mar 16 16:00:45 2007 From: mouse at Rodents.Montreal.QC.CA (der Mouse) Date: Fri, 16 Mar 2007 16:00:45 -0400 (EDT) Subject: [rt-users] Template problem resolved but poses another question In-Reply-To: <45FAF431.5010307@lbl.gov> References: <45FAF431.5010307@lbl.gov> Message-ID: <200703162018.QAA13104@Sparkle.Rodents.Montreal.QC.CA> > It wasn't the code. I had removed a blank line after the initial > Subject line and that's what nixed the whole thing. > Subject: Created Ticket: {$Ticket->Subject} > ----------------------------------------------------------------------------- > When I put the blank line back in, all the code worked. > Subject: Created Ticket: {$Ticket->Subject} > > ----------------------------------------------------------------------------- I haven't been following this thread in all that much detail, but this strikes me as probably being just a question of the template needing to result in a valid message. Both RFC822 and RFC2822 (the old and new versions of the message format spec) specify that an empty line marks the boundary between the headers and the body. That said, those RFCs are not the most helpful place from the perspective of an RT user like you. It would be better for the RT docs to _at least_ point to 2822, preferably to a brief summary of it with a note that 2822 is the real authority and needs to be read for full details. (I assume they don't already have such a pointer, or you would have found it yourself; I haven't looked. This is an aspect of RT I don't really know - I just know message format quite well from an email perspective.) /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML mouse at rodents.montreal.qc.ca / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B From joe.casadonte at oracle.com Fri Mar 16 17:32:51 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Fri, 16 Mar 2007 17:32:51 -0400 Subject: [rt-users] How to back out an extension? Message-ID: <45FB0D03.7080005@oracle.com> I installed an extension via CPAN module that I would like to back out (unfortunately, I installed it on my PRODUCTION system by accident, and not my TEST system, grrr.....). Is there an easy way to back it out? I'm hoping there is, but somehow I'm doubtful.... -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From KFCrocker at lbl.gov Fri Mar 16 19:52:00 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 16 Mar 2007 16:52:00 -0700 Subject: [rt-users] Template problem resolved but poses another question In-Reply-To: <200703162018.QAA13104@Sparkle.Rodents.Montreal.QC.CA> References: <45FAF431.5010307@lbl.gov> <200703162018.QAA13104@Sparkle.Rodents.Montreal.QC.CA> Message-ID: <45FB2DA0.6090505@lbl.gov> der Mouse, Well, that certainly explains it. Although I have read EVERY WORD in the RT Essential book, I had read quite a bit and don't remember any comment to that bit of technical detail and yes, that would have helped a lot. Thanks again. Kenn LBNL der Mouse wrote: >> It wasn't the code. I had removed a blank line after the initial >> Subject line and that's what nixed the whole thing. > >> Subject: Created Ticket: {$Ticket->Subject} >> ----------------------------------------------------------------------------- > >> When I put the blank line back in, all the code worked. > >> Subject: Created Ticket: {$Ticket->Subject} >> >> ----------------------------------------------------------------------------- > > I haven't been following this thread in all that much detail, but this > strikes me as probably being just a question of the template needing to > result in a valid message. Both RFC822 and RFC2822 (the old and new > versions of the message format spec) specify that an empty line marks > the boundary between the headers and the body. > > That said, those RFCs are not the most helpful place from the > perspective of an RT user like you. It would be better for the RT docs > to _at least_ point to 2822, preferably to a brief summary of it with a > note that 2822 is the real authority and needs to be read for full > details. (I assume they don't already have such a pointer, or you > would have found it yourself; I haven't looked. This is an aspect of > RT I don't really know - I just know message format quite well from an > email perspective.) > > /~\ The ASCII der Mouse > \ / Ribbon Campaign > X Against HTML mouse at rodents.montreal.qc.ca > / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From sbuttgereit at partyamerica.com Fri Mar 16 20:02:52 2007 From: sbuttgereit at partyamerica.com (Steven C. Buttgereit) Date: Fri, 16 Mar 2007 17:02:52 -0700 Subject: [rt-users] RE: RT + postgres 8.2? In-Reply-To: <20070316235233.E558D4D8320@diesel.bestpractical.com> Message-ID: I did a fresh install of RT 3.6.3 with Postgre 8.2.3 on Linux (CentOS 4) and it went relatively well. The most difficult issues were due to the fact that much of the environment was set up by the hosting provider, so a mess in terms of dependencies. As far as getting RT going with Postgres 8.2, it went very smoothly. Again, these were not upgrades but rather fresh installs of all of the above. Cheers, Steven C. Buttgereit Dir. IT, Enterprise Applications Group Party America www.partyamerica.com ------------------------------ Message: 2 Date: Fri, 16 Mar 2007 14:42:58 -0500 From: Scott Kronenfeld Subject: [rt-users] RT + postgres 8.2? To: rt-users at lists.bestpractical.com Message-ID: <45FAF342.6060006 at cs.wisc.edu> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Does anyone have any experience using RT w/ postgres 8.2? We are upgrading postgres from v7.4. Any comments or pointers would be welcome. Unfortunately, I have not had any hits on the mailing list archives. Thanks, Scot ------------------------------ - From rickp at suntech.net.au Sat Mar 17 00:56:21 2007 From: rickp at suntech.net.au (Rick Phillips) Date: Sat, 17 Mar 2007 14:56:21 +1000 Subject: [rt-users] Bulk Adding Users Message-ID: <1174107381.4422.34.camel@hagrid> I have looked hard at the wiki and done extensive searching on the general web but can't seem to find any reference as to how to bulk upload users. In can dump the users directly into the database (I am assuming) but the passwords will need to be encrypted. I have a utility which will bulk encrypt passwords using md5sum. Is this the encryption method for RT? Will I need to update any other table other than RT-users? In our situation, it's a "closed shop" and the potential users are all known. I have been trying to make the MS active directory authentication work but have had to give up on that. I am using (via RPM install on Mandriva) version 3.4.5. Thanks in advance, Rick From julien.touche at lycos.com Sat Mar 17 06:21:21 2007 From: julien.touche at lycos.com (Julien TOUCHE) Date: Sat, 17 Mar 2007 11:21:21 +0100 Subject: [rt-users] RT: [Mason] Cannot resolve file to component In-Reply-To: <45F2EF20.1060703@lycos.com> References: <45F2EF20.1060703@lycos.com> Message-ID: <45FBC121.6060902@lycos.com> nobody on this ? Julien TOUCHE wrote on 10/03/07 18:47: > Mar 10 17:55:33 hostname RT: [Mason] Cannot resolve file to component: > /rt3/share/html/index.html (is file outside component root?) at > /var/www/usr/perl5rt/libdata/perl5/site_perl/HTML/Mason/ApacheHandler.pm > line 853. > (/var/www/usr/perl5rt/libdata/perl5/site_perl/HTML/Mason/ApacheHandler.pm:853) > => display 404 > > from archives: > $ perl -c /var/www/rt3/etc/RT_SiteConfig.pm > /var/www/rt3/etc/RT_SiteConfig.pm syntax OK > > $ egrep '^\$MasonComponentRoot' /var/www/rt3/lib/RT.pm > $MasonComponentRoot = '/var/www/rt3/share/html'; > > $ ll /var/www/ |grep rt3 # no symlink > drwxr-xr-x 9 touche daemon 512 Mar 10 12:37 rt3/ > > i also check permission for perl modules and rt3 but it seems ok > > i joined my httpd.conf for rt/rtir Regards Julien From bijayant4u at yahoo.com Sat Mar 17 08:26:04 2007 From: bijayant4u at yahoo.com (bijayant kumar) Date: Sat, 17 Mar 2007 12:26:04 +0000 (GMT) Subject: [rt-users] Cannot write to '/opt/rt3/var/log/rt.log'-Permission denied Message-ID: <885999.23363.qm@web32710.mail.mud.yahoo.com> Hello to all, This is Bijayant. I have a very strange problem regarding RT. I am installing RT-3.6.1 from a tar file on CentOs. I have every required dependencies for RT installed on my system. when i am trying to run RT on web i am getting this error in my log :- [Sat Mar 17 07:18:43 2007] [error] [client 59.92.132.151] Cannot write to '/opt/rt3/var/log/rt.log': Permission denied at /usr/lib/perl5/site_perl/5.8.5/Log/Dispatch/File.pm line 86.\n I have checked permission of the /opt/rt3/var/rt.log , it is all set to apache:apache. I have already installed RT on gentoo-linux, and its running fine over there. But i am not able to understand this issue, why i am getting the above error. So please please help me, my clients need this urgently. I will be very thankful to you all for the same. Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From bobg at uic.edu Sat Mar 17 12:08:49 2007 From: bobg at uic.edu (Bob Goldstein) Date: Sat, 17 Mar 2007 11:08:49 -0500 Subject: [rt-users] Cannot write to '/opt/rt3/var/log/rt.log'-Permission denied In-Reply-To: Your message of "Sat, 17 Mar 2007 12:26:04 -0000." <885999.23363.qm@web32710.mail.mud.yahoo.com> Message-ID: <200703171608.l2HG8nrR019321@remora.cc.uic.edu> Check privs on directories. su to 'apache' and try to update that file by hand. Presumably you can't, so keep adjusting privs until you can. Given that it runs fine on your gentoo, what are the differences in privs? bobg >--===============0264271904== >Content-Type: multipart/alternative; boundary="0-1412020896-1174134364=:23363" >Content-Transfer-Encoding: 8bit > >--0-1412020896-1174134364=:23363 >Content-Type: text/plain; charset=iso-8859-1 >Content-Transfer-Encoding: 8bit > >Hello to all, > This is Bijayant. I have a very strange problem regarding RT. > I am installing RT-3.6.1 from a tar file on CentOs. I have every required dep >endencies for RT installed on my system. when i am trying to run RT on web i a >m getting this error in my log :- > >[Sat Mar 17 07:18:43 2007] [error] [client 59.92.132.151] Cannot write to '/op >t/rt3/var/log/rt.log': Permission denied at /usr/lib/perl5/site_perl/5.8.5/Log >/Dispatch/File.pm line 86.\n > >I have checked permission of the /opt/rt3/var/rt.log , it is all set to apache >:apache. I have already installed RT on gentoo-linux, and its running fine ove >r there. But i am not able to understand this issue, why i am getting the abov >e error. > >So please please help me, my clients need this urgently. I will be very thankf >ul to you all for the same. > > >Bijayant Kumar > Send instant messages to your online friends http://uk.messenger.yahoo.com >--0-1412020896-1174134364=:23363 >Content-Type: text/html; charset=iso-8859-1 >Content-Transfer-Encoding: 8bit > >Hello to all,
          & >nbsp;      This is Bijayant. I have a very strange pr >oblem regarding RT. I am installing RT-3.6.1 from a tar file on CentOs. I have > every required dependencies for RT installed on my system. when i am trying t >o run RT on web i am getting this error in my log :-

[Sat Mar 17 07:18: >43 2007] [error] [client 59.92.132.151] Cannot write to '/opt/rt3/var/log/rt.l >og': Permission denied at /usr/lib/perl5/site_perl/5.8.5/Log/Dispatch/File.pm >line 86.\n

I have checked permission of the /opt/rt3/var/rt.log , it is > all set to apache:apache. I have already installed RT on gentoo-linux, and it >s running fine over there. But i am not able to understand this issue, why i a >m getting the above error.

So please please help me, my clients need t >his urgently. I will be very thankful to you all for the same.


Bija >yant Kumar

Send instant messages to your > online friends http://uk.messenger.yahoo.com >--0-1412020896-1174134364=:23363-- > >--===============0264271904== >Content-Type: text/plain; charset="us-ascii" >MIME-Version: 1.0 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com >--===============0264271904==-- > From konstantinn at parallels.com Sat Mar 17 12:26:31 2007 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Sat, 17 Mar 2007 19:26:31 +0300 Subject: [rt-users] RTx::Shredder time gap between tickets wipeout In-Reply-To: Message-ID: Hi again! I tried turning postfix and apache off and run shredder again. What I found out is really strange. During this gap (again - it occurs right before each top level object is processed) there are no processes in mysql, i.e. the SHOW PROCESSLIST command in mysql shows sleeping connection from rt_user. However, when I run the top command in shell, there is a perl process that eats 50% of CPU!!! And it does that precisely during this gap (20 seconds average). When the Shredder warnings start appearing, the mysqld process takes over CPU and RAM. When the top level object is wiped out, before going to the next one, Shredder again somehow calls the perl process and so on. Ruslan, please, tell me why does this happen? I never mentioned that, but we do have a clone RT with only 500 tickets for scrip testing and on that instance the Shredder runs almost instantly. I would really appreciate your advice on 'perl' gap thing. Kostya. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Konstantin Naryzhniy Sent: Friday, March 16, 2007 7:09 PM To: 'Ruslan Zakirov' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RTx::Shredder time gap between tickets wipeout So, well, do you suggest that I reinstall Shredder? Not quite sure how to uninstall it once it's up... If you commit things once - what event do "warning wiped out" lines refer to in the log? And how many times the dump file is written per one top level object? I also plan to try running Shredder with Postfix and Apache off. I slightly hope that that'll speed things up a bit, since there's going to be no queries committed simultaneously with Shredder. I'll report on results of this. Ruslan, thanks again for your great tool! Kostya -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Friday, March 16, 2007 6:56 PM To: Konstantin Naryzhniy Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RTx::Shredder time gap between tickets wipeout On 3/16/07, Konstantin Naryzhniy wrote: > Hello Ruslan! > Thanks for your rapid reply. > > I have added one of the indices you've suggested (we do not have Custom > Fields yet and the ACL table is relatively small and doesn't appear in slow > queries log). > > I do not think that the delay is caused by the committing transaction. > Actually, the gap has to deal with the previous ticket, rather that the next > one. I mean that this delay first happens right after when I confirm the "Do > you want to proceed? [y/N]" prompt and before the first warning line > appears. Huh, that's kinda a ringing bell that's I've screwed up something and that's actually problem in the shredder. > > Could you please explain what happens before the first warning is sent to > output? I am no programmer to dig into the source code)) > > Are the DELETE statement in the Shredder committed one by one or are they > committed in a single "package" after all the records in DB tables were > found? I commit things once per ticket or per user, depends on what top level objects are. Top level objects are objects you select with a plugin. > > thanks, > Kostya _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Sat Mar 17 19:22:17 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Sat, 17 Mar 2007 18:22:17 -0500 Subject: [rt-users] RT + postgres 8.2? In-Reply-To: <45FB17F7.4040708@cs.wisc.edu> References: <45FAF342.6060006@cs.wisc.edu> <20070316195701.GD5512@it.is.rice.edu> <45FB17F7.4040708@cs.wisc.edu> Message-ID: <20070317232217.GB26664@it.is.rice.edu> Scot, If you are still running RT 3.4.4, you can ignore the part on the patch to the DBIx::SearchBuilder module. You are almost certainly running too old a version for it to apply. Our current system is 3.4.5 and we had trouble with upgrading the module to the latest release. I had assumed that you were going to be running the 3.6.3 release. In the 3.4 series, you need to be running 3.4.5 at a minimum to take advantage of some key performance enhancements that affect the PostgreSQL support. We could only use DBIx::SearchBuilder 1.36 with RT 3.4.5. Everything works well except that the Tickets search page is too slow to be usable. If you are not running 3.4.5 or later it is actually another factor of 2-5 slower which made it completely unusable. I would really, really recommend that you upgrade to 3.6.3 with the latest SearchBuilder module and the patch that I sent you. The performance of the Tickets query builder page draw time goes from 8+secs in 3.4.5 to ~1sec in 3.6.3 with my patch. The upgrade is pretty painless with the stickiest part being the integration of local changes into the new release. Please let me know if you have any further questions but if you are currently running 3.4.4 with MySQL you will really see a difference on the speed of the Tickets query screen when you go to PostgreSQL. This is a direct result of the development taking place under MySQL and tuning for other database backends takes place second. It is easy to test both 3.4.5 and 3.6.3 with a dump of your current installation and see if the performances problems with the pre- 3.6.3 release are acceptable to your users. Regards, Ken On Fri, Mar 16, 2007 at 05:19:35PM -0500, Scott Kronenfeld wrote: > Ken, > Thanks for your quick response. I found the PostgreSQL tuning posts > (but not any that are 8.2 specific). > > I neglected to include my version number in the post, but we are running > RT 3.4.4. We apparently don't have SearchBuilder installed (I'm > inheriting this installation of RT, and learning as I go). I found it > on CPAN, but we don't have a Pg.pm installed. > > I just wanted to verify that our versions were close enough that your > comments apply. We are exploring the OID comment now. > > Thanks for your help. > Scot > > > Kenneth Marshall wrote: > >Scot, > > > >PostgreSQL 8.2 works well with RT. There was a post or two to > >the mailing list that had some needed tuning suggestions. Also, > >be sure to add my patch to DBIx/SearchBuilder/Handle/Pg.m to > >make the Tickets query builder usable. I posted it to rt-users > >but it has not been incorporated in DBIx::SearchBuilder as of > >the 1.48 release. Here is the change needed: > > > >diff Pg.pm Pg.pm_ORIG > >238c238 > >< $$statementref = "SELECT main.* FROM ( SELECT DISTINCT main.id > >FROM $$statementref ) distinctquery, $table main WHERE (main.id = > >distinctquery.id) "; > >--- > >> $$statementref = "SELECT DISTINCT main.* FROM $$statementref"; > > > >Also, dump the OID columns when you move to 8.2. If you have > >any questions, let me know. > > > >Ken > > > >On Fri, Mar 16, 2007 at 02:42:58PM -0500, Scott Kronenfeld wrote: > >>Does anyone have any experience using RT w/ postgres 8.2? We are > >>upgrading postgres from v7.4. Any comments or pointers would be > >>welcome. Unfortunately, I have not had any hits on the mailing list > >>archives. > >> > >>Thanks, > >>Scot > > From julien.touche at lycos.com Sun Mar 18 03:21:22 2007 From: julien.touche at lycos.com (Julien TOUCHE) Date: Sun, 18 Mar 2007 08:21:22 +0100 Subject: [rt-users] select mysql but [error] install_driver(Pg) failed Message-ID: <45FCE872.3050406@lycos.com> i reinstalled RT in default setup (with mysql) but when acceding index through browser, i get the following in httpd error_log [Sat Mar 17 16:11:49 2007] [error] install_driver(Pg) failed: Can't locate DBD/Pg.pm in @INC (@INC contains: /var/www/rt3/local/lib /var/www/rt3/lib /var/www/usr/perl5rt/libdata/perl5/site_perl/i386-openbsd /var/www/usr/perl5rt/libdata/perl5/site_perl /usr/local/lib/perl5/site_perl/5.8.8/i386-openbsd /usr/libdata/perl5/i386-openbsd/5.8.8 /usr/local/libdata/perl5/i386-openbsd/5.8.8 /usr/libdata/perl5 /usr/local/libdata/perl5 /usr/local/libdata/perl5/site_perl/i386-openbsd /usr/libdata/perl5/site_ perl/i386-openbsd /usr/local/libdata/perl5/site_perl /usr/libdata/perl5/site_perl /usr/local/lib/perl5/site_perl . /var/www/ /var/www/lib/perl) at (eval 261) line 3.\nPerhaps the DBD::Pg perl module h asn't been fully installed,\nor perhaps the capitalisation of 'Pg' isn't right.\nAvailable drivers: DBM, ExampleP, File, Gofer, Proxy, SQLite, Sponge, mysql.\n at /var/www/usr/perl5rt/libdata/perl5/si te_perl/DBIx/SearchBuilder/Handle.pm line 106\n in the Makefile of src when building, there is mysql. why i have Pg now ? a way to check mysql is really selected ? setup is RT 3.6.3 OpenBSD 4.0-stable/i386, Apache 1, mod_perl 1.29 thanks Regards Julien From sashag at austbrokers.com.au Mon Mar 19 00:58:33 2007 From: sashag at austbrokers.com.au (Sasha Gerrand) Date: Mon, 19 Mar 2007 15:58:33 +1100 Subject: [rt-users] Bulk Adding Users In-Reply-To: <1174107381.4422.34.camel@hagrid> References: <1174107381.4422.34.camel@hagrid> Message-ID: <11C1048FB499954D9C888EF15148AF0C9F8C35@austbdc.austbrok.local> Hi Rick, I had the same large userbase import issue, and ended up writing a Perl script to process a CSV file into a format that the 'rt' binary[1] could handle, then pass off the commands directly to it. The syntax that 'rt' uses is explained briefly in the binary's help file, but basically 'rt create user Name="" EmailAddress="" RealName=""' is a good place to start. I guess I should extend the script to allow processing of a CSV/TSV file that is directly posted/piped to it! HTH [1] Located in $RTHOME/bin Regards, Sasha Sasha Gerrand Web & Database Developer Austbrokers Holdings Limited Level 21, 111 Pacific Highway North Sydney NSW 2060 PO Box 1813 North Sydney NSW 2060 Ph: 02 9935 2230 Mobile: 0431 895 718 Email: sashag at austbrokers.com.au Web: http://www.austbrokers.com.au NOTICE If you are not an authorised recipient of this email, please contact Austbrokers Holdings immediately by return e-mail or by telephone on +61-2-4920-6117. In this case, you should not read, print, re-transmit, store or act on this e-mail or any attachments. Please destroy the message and attachments. This e-mail and any attachments are confidential and may contain legally privileged information and/or copyright material of Austbrokers Holdings or third parties. You should only re-transmit, distribute or commercialise the material if you are authorised to do so. Internet e-mails are not necessarily secure, Austbrokers Holdings does not accept responsibility for changes made to this message after it was sent. This Notice should not be removed. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rick Phillips Sent: Saturday, 17 March 2007 3:56 PM To: rt-Users Subject: [rt-users] Bulk Adding Users I have looked hard at the wiki and done extensive searching on the general web but can't seem to find any reference as to how to bulk upload users. In can dump the users directly into the database (I am assuming) but the passwords will need to be encrypted. I have a utility which will bulk encrypt passwords using md5sum. Is this the encryption method for RT? Will I need to update any other table other than RT-users? In our situation, it's a "closed shop" and the potential users are all known. I have been trying to make the MS active directory authentication work but have had to give up on that. I am using (via RPM install on Mandriva) version 3.4.5. Thanks in advance, Rick _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales 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 Mon Mar 19 01:18:18 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Mar 2007 01:18:18 -0400 Subject: [rt-users] password migration In-Reply-To: References: Message-ID: On Mar 16, 2007, at 10:37 AM, Mark Graham wrote: > Hello there, > > > Earlier this week we migrated to the newest release of RT. We are > experiencing a problem, specifically, with password migration from > the old database to the new database. It seems that RT used todo > something funny with character storage - like a character > conversion to the string before storing the md5 hash. The new one > no longer does that. I've gone through the FAQ and searched the > mailing list archives, but I cannot come up with something that > would let me migrate this better. Everything did copy over bit for > bit, but the old version uses a slightly different encoding for > some characters and the new one is straight md5 > > Hm. RT _should_ be transparently using passwords from old RT instances...all the way back to RT 1.0. It might be another issue. -jesse > Any suggestions?? > > > > Mark Graham > > Network Administrator > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From mjosborne1 at gmail.com Mon Mar 19 02:13:42 2007 From: mjosborne1 at gmail.com (Michael Osborne) Date: Mon, 19 Mar 2007 16:13:42 +1000 Subject: [rt-users] Viewing approvals Message-ID: Not sure if this is a bug?there are no bugs listed on your website for 3.6.3at http://rt3.fsck.com//NoAuth/Buglist.html I have created an approval queue with the following script as per the wiki : http://wiki.bestpractical.com/index.cgi?ApprovalCreation The template looks like this: ===Create-Ticket: Approvals-IBM Subject: Approval of request: {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Queue: Approvals-IBM Type: approval AdminCC:{ my $group_name = 'IBM Approvers'; my $groups = RT::Groups->new( $RT::SystemUser ); $groups->LimitToUserDefinedGroups(); $groups->Limit( 'FIELD' => 'Name', 'OPERATOR' => '=', 'VALUE' => $group_name ); $groups->First->Id; } Owner: username-of-owner Content: Someone has added a request for the IBM Migration Project. Please review and approve it. ENDOFCONTENT I have added roll, group and user level ACLs for this Approvals-IBM queue to myself, yet I cannot see any approvals using the "My approvals" menu. The tickets I create all have a depends-on link to the approval ticket. I am finding this incredibly frustrating, can anyone see what I am doing wrong? -- Michael Osborne -------------- next part -------------- An HTML attachment was scrubbed... URL: From pape-rt at inf.fu-berlin.de Mon Mar 19 02:16:26 2007 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Mon, 19 Mar 2007 07:16:26 +0100 Subject: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2, anyone did it already? In-Reply-To: <20070310191953.GF2207@bestpractical.com> References: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de> <5738C4294293836BE0214EA5@[192.168.1.7]> <20070310191953.GF2207@bestpractical.com> Message-ID: --Am 10. M?rz 2007 14:19:53 -0500 schrieb Jesse Vincent : > Thanks! Applied sorry again, Jesse. There was another error in the patch. My editor normalized case in tags but this was perl code so $ClassObj became $classobj yielding an error on RTFM/Classes/Modify.html And I wrongly used ' ' instead of '' as empty values. attached is a patch to apply to the patched trunk. Dirk. -- Dr. Dirk Pape (eAS - Projektleitung Campus Management) Freie Universitaet Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (0)30 838 75143, Fax. +49 (0)30 838 54654 -------------- next part -------------- A non-text attachment was scrubbed... Name: rtfm-xhtml-followup.patch Type: application/text Size: 1790 bytes Desc: not available URL: From jesse at bestpractical.com Mon Mar 19 02:21:29 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 19 Mar 2007 02:21:29 -0400 Subject: [rt-users] RTFM 2.2.0RC4 vs. XHTML 1.0 and CSS 2, anyone did it already? In-Reply-To: References: <1C6979B9C4A70A6885E71354@idefix.mi.fu-berlin.de> <5738C4294293836BE0214EA5@[192.168.1.7]> <20070310191953.GF2207@bestpractical.com> Message-ID: Thanks. Applied. On Mar 19, 2007, at 2:16 AM, Dirk Pape wrote: > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From torsten.brumm at googlemail.com Mon Mar 19 03:48:53 2007 From: torsten.brumm at googlemail.com (Torsten Brumm) Date: Mon, 19 Mar 2007 08:48:53 +0100 Subject: [rt-users] Bulk Adding Users In-Reply-To: <1174107381.4422.34.camel@hagrid> References: <1174107381.4422.34.camel@hagrid> Message-ID: Hi, i'm using this tiny scrip: #!/usr/bin/perl use strict; use warnings; BEGIN { die "You must define \$RT_HOME\n" unless exists $ENV{RT_HOME} }; use lib "$ENV{RT_HOME}/lib"; use RT; RT::LoadConfig(); RT::Init(); use RT::Interface::CLI qw(GetCurrentUser loc); use RT::Tickets; my $CurrentUser = GetCurrentUser(); die loc("No RT user found.\n") unless ($CurrentUser->Id); die "We need exactly 2 Arguments, Name & Email\n" unless ($#ARGV==1); my $UserName=shift @ARGV; my $Email=shift @ARGV; my $User = RT::User->new($CurrentUser); my ($id,$Message)=$User->Create(Name=>$UserName,EmailAddress=>$Email,Privileged=>1,Password=>'changeme'); if ($id){ print $Message."\n"; } else{ print"This is a error!\n$Message\n"; } Its from jesse from an older training. its working fine for me. Torsten 2007/3/17, Rick Phillips : > > I have looked hard at the wiki and done extensive searching on the > general web but can't seem to find any reference as to how to bulk > upload users. In can dump the users directly into the database (I am > assuming) but the passwords will need to be encrypted. I have a utility > which will bulk encrypt passwords using md5sum. Is this the encryption > method for RT? Will I need to update any other table other than > RT-users? In our situation, it's a "closed shop" and the potential > users are all known. > > I have been trying to make the MS active directory authentication work > but have had to give up on that. > > I am using (via RPM install on Mandriva) version 3.4.5. > > Thanks in advance, > > Rick > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- MFG Torsten Brumm http://www.torsten-brumm.de -------------- next part -------------- An HTML attachment was scrubbed... URL: From Holger.Steudle at icido.de Mon Mar 19 05:18:10 2007 From: Holger.Steudle at icido.de (Holger Steudle) Date: Mon, 19 Mar 2007 10:18:10 +0100 Subject: [rt-users] Error creating tickets with the Perl API Message-ID: Hi everybody, I am trying to create tickets from a CSV file as a cronjob each night using the Perl API of RT. We are running RT 3.6.1 on a Debian System. I used the CliBasics Example from the Wiki as a guideline, but when i call RT::LoadConfig(); i get an Error "next at /usr/share/perl5/Locale/Maketext/Lexicon.pm line 427." I only found people with this error at installation time but there everything was fine. Anybody got some hints where to look? Best Regards Holger From StakowskiM at prokom.pl Mon Mar 19 07:51:35 2007 From: StakowskiM at prokom.pl (Mariusz Stakowski) Date: Mon, 19 Mar 2007 12:51:35 +0100 Subject: [rt-users] SQLite, RT 3.6.1 Message-ID: Hello List, I a m trying to install SQLite with RT 3.6.1 but I can't initialize database. When trying to do this I get the following error: table Attachement already exists. I seems as if there were some kind of loop in script execution. Could you help me to resolve this problem please ? Pozdrowienia Mariusz -------------- next part -------------- An HTML attachment was scrubbed... URL: From JohnWAugust3 at aol.com Mon Mar 19 09:12:12 2007 From: JohnWAugust3 at aol.com (JohnWAugust3 at aol.com) Date: Mon, 19 Mar 2007 09:12:12 EDT Subject: [rt-users] Question regarding upgrade features Message-ID: Hi, I'm currently using RT 3.4.4 and am thinking of upgrading to the newest version if there are enough features to entice the group to do so. I'm reading the changelog file that comes with the download package, but I would assume that there's an easier list somewhere to just grab those features so I can report them to our user/operations group. If there is such a list, can someone let me know where to look for this? Thanks! John ************************************** AOL now offers free email to everyone. Find out more about what's free from AOL at http://www.aol.com. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bhushan.karia at gmail.com Mon Mar 19 09:11:20 2007 From: bhushan.karia at gmail.com (Bhushan Karia) Date: Mon, 19 Mar 2007 18:41:20 +0530 Subject: [rt-users] Re: RT-3.4.5 - losing session Message-ID: <05ad01c76a28$19187da0$7101a8c0@elitecore63> Hello Sir, Well here in our orgranisation we are also facing the same problem in RT even after uprading it to 3.4.5 to 3.6.3 Can any body have idea regarding what to debug in this case? Bhushan Karia Software Engineer Elitecore Technologies 904,Silicon Tower B/H Pareesima Building Off C.G Road Ahmedabad bhushan at elitecore.com tel: 91-079-26405600 Add me to your address book... Want a signature like this? -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: elitecore.gif Type: image/gif Size: 4961 bytes Desc: not available URL: From joe.casadonte at oracle.com Mon Mar 19 10:15:54 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Mon, 19 Mar 2007 10:15:54 -0400 Subject: [rt-users] Personal Saved Queries In-Reply-To: <45F814F9.4000907@oracle.com> References: <45F814F9.4000907@oracle.com> Message-ID: <45FE9B1A.3020802@oracle.com> On 3/14/2007 11:30 AM, Joe Casadonte wrote: > What rights do I need to assign to allow all privileged users the > ability to create their own saved queries, but not be able to create > saved queries for any groups that they're in? Thanks! Looking through the code, it looks like I can only turn the ability to create saved queries on or off, I cannot limit it in any other way. Without hacking the code, of course. I'm off to hack the code..... -- 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 Mon Mar 19 10:24:01 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 19 Mar 2007 10:24:01 -0400 Subject: [rt-users] Personal Saved Queries In-Reply-To: <45FE9B1A.3020802@oracle.com> References: <45F814F9.4000907@oracle.com> <45FE9B1A.3020802@oracle.com> Message-ID: <45FE9D01.7020107@ucrwcu.rwc.uc.edu> IIRC you can allow a person to save queries, which will let them save personal searches, but not let them save searches in the group. Am I mistaken or has this changed since I last visited the issue? Joe Casadonte wrote: > On 3/14/2007 11:30 AM, Joe Casadonte wrote: > >> What rights do I need to assign to allow all privileged users the >> ability to create their own saved queries, but not be able to create >> saved queries for any groups that they're in? Thanks! > > Looking through the code, it looks like I can only turn the ability to > create saved queries on or off, I cannot limit it in any other way. > Without hacking the code, of course. I'm off to hack the code..... > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From sturner at MIT.EDU Mon Mar 19 10:24:33 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 19 Mar 2007 10:24:33 -0400 Subject: [rt-users] Personal Saved Queries In-Reply-To: <45FE9B1A.3020802@oracle.com> References: <45F814F9.4000907@oracle.com> <45FE9B1A.3020802@oracle.com> Message-ID: <6.2.3.4.2.20070319102326.03c2b800@po14.mit.edu> At Monday 3/19/2007 10:15 AM, Joe Casadonte wrote: >On 3/14/2007 11:30 AM, Joe Casadonte wrote: > >>What rights do I need to assign to allow all privileged users the >>ability to create their own saved queries, but not be able to >>create saved queries for any groups that they're in? Thanks! > >Looking through the code, it looks like I can only turn the ability >to create saved queries on or off, I cannot limit it in any other >way. Without hacking the code, of course. I'm off to hack the code..... Joe - There's a group right 'EditSavedSearches' that can be applied to a group (in 3.4.2 at least). Does that not control what you want to do? Steve From rgurung at cait.org Mon Mar 19 14:48:07 2007 From: rgurung at cait.org (rgurung at cait.org) Date: Mon, 19 Mar 2007 13:48:07 -0500 (CDT) Subject: [rt-users] report with RT-3.6.3 Message-ID: <33165.64.107.227.66.1174330087.squirrel@webmail.cait.org> Hi folks, Has any one tried custom report generation tools in RT3. RT 3.6.3 has report tool but its too generic. I would love to hear from you guys.. Thanks, Raj From diablo at iasi.roedu.net Mon Mar 19 17:47:18 2007 From: diablo at iasi.roedu.net (Subredu Manuel) Date: Mon, 19 Mar 2007 23:47:18 +0200 Subject: [rt-users] report with RT-3.6.3 In-Reply-To: <33165.64.107.227.66.1174330087.squirrel@webmail.cait.org> References: <33165.64.107.227.66.1174330087.squirrel@webmail.cait.org> Message-ID: <45FF04E6.60203@iasi.roedu.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, if you are thinking about writing your own code to generate reports, yes, I did this kind of stuff. It's pretty simple (it's not trivial, but it is simple). rgurung at cait.org wrote: > Hi folks, > > Has any one tried custom report generation tools in RT3. RT 3.6.3 has > report tool but its too generic. I would love to hear from you guys.. > > Thanks, > Raj > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFF/wTmjGXbUSvc3AsRAjg7AJ96PI3jGLYn9vWnDPH2O5/gKWt97wCffqbb ia16ZPtG+vPKMgLi+VlcOOg= =GR7Y -----END PGP SIGNATURE----- From rs at plusw.de Tue Mar 20 05:17:19 2007 From: rs at plusw.de (Rolf Schaufelberger) Date: Tue, 20 Mar 2007 10:17:19 +0100 Subject: [rt-users] Error creating tickets with the Perl API In-Reply-To: References: Message-ID: <200703201017.19775.rs@plusw.de> On Montag 19 M?rz 2007, Holger Steudle wrote: > Hi everybody, > I am trying to create tickets from a CSV file as a cronjob each night > using the Perl API of RT. > We are running RT 3.6.1 on a Debian System. I used the CliBasics Example > from the Wiki as a guideline, > but when i call RT::LoadConfig(); i get an Error "next at > /usr/share/perl5/Locale/Maketext/Lexicon.pm line 427." I only found > people with this error at installation time but there everything was > fine. > > Anybody got some hints where to look? > > I have use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc); in my script.Or why not use the rt scricpt for that? -- Rolf plusW Rolf Schaufelberger Beim Br?nnele 6 Tel. 49 7181 994 35 50 73614 Schorndorf Fax. 49 7181 994 32 75 rs at plusw.de From bijayant4u at yahoo.com Tue Mar 20 06:44:36 2007 From: bijayant4u at yahoo.com (bijayant kumar) Date: Tue, 20 Mar 2007 10:44:36 +0000 (GMT) Subject: [rt-users] Cannot write to '/opt/rt3/var/log/rt.log'-Permission denied In-Reply-To: <200703171608.l2HG8nrR019321@remora.cc.uic.edu> Message-ID: <427013.71728.qm@web32710.mail.mud.yahoo.com> Thanks for your attention Bob. I have given 777 to the whole RT directory, but not able to resolve this issue. But after lots og googling and searching in the archives list, it seems the "selinux" issue. In my server it is enabled. But i can not disable it, because there are lots of clients connected to this system. and we can not afford a single minute downtime. Therefore my question is has anybody installed the RT under SELINUX. If yes than please help me. Bob Goldstein wrote: Check privs on directories. su to 'apache' and try to update that file by hand. Presumably you can't, so keep adjusting privs until you can. Given that it runs fine on your gentoo, what are the differences in privs? bobg >--===============0264271904== >Content-Type: multipart/alternative; boundary="0-1412020896-1174134364=:23363" >Content-Transfer-Encoding: 8bit > >--0-1412020896-1174134364=:23363 >Content-Type: text/plain; charset=iso-8859-1 >Content-Transfer-Encoding: 8bit > >Hello to all, > This is Bijayant. I have a very strange problem regarding RT. > I am installing RT-3.6.1 from a tar file on CentOs. I have every required dep >endencies for RT installed on my system. when i am trying to run RT on web i a >m getting this error in my log :- > >[Sat Mar 17 07:18:43 2007] [error] [client 59.92.132.151] Cannot write to '/op >t/rt3/var/log/rt.log': Permission denied at /usr/lib/perl5/site_perl/5.8.5/Log >/Dispatch/File.pm line 86.\n > >I have checked permission of the /opt/rt3/var/rt.log , it is all set to apache >:apache. I have already installed RT on gentoo-linux, and its running fine ove >r there. But i am not able to understand this issue, why i am getting the abov >e error. > >So please please help me, my clients need this urgently. I will be very thankf >ul to you all for the same. > > >Bijayant Kumar > Send instant messages to your online friends http://uk.messenger.yahoo.com >--0-1412020896-1174134364=:23363 >Content-Type: text/html; charset=iso-8859-1 >Content-Transfer-Encoding: 8bit > >Hello to all, & >nbsp; This is Bijayant. I have a very strange pr >oblem regarding RT. I am installing RT-3.6.1 from a tar file on CentOs. I have > every required dependencies for RT installed on my system. when i am trying t >o run RT on web i am getting this error in my log :- [Sat Mar 17 07:18: >43 2007] [error] [client 59.92.132.151] Cannot write to '/opt/rt3/var/log/rt.l >og': Permission denied at /usr/lib/perl5/site_perl/5.8.5/Log/Dispatch/File.pm >line 86.\n I have checked permission of the /opt/rt3/var/rt.log , it is > all set to apache:apache. I have already installed RT on gentoo-linux, and it >s running fine over there. But i am not able to understand this issue, why i a >m getting the above error. So please please help me, my clients need t >his urgently. I will be very thankful to you all for the same. Bija >yant Kumar Send instant messages to your > online friends http://uk.messenger.yahoo.com >--0-1412020896-1174134364=:23363-- > >--===============0264271904== >Content-Type: text/plain; charset="us-ascii" >MIME-Version: 1.0 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Community help: http://wiki.bestpractical.com >Commercial support: sales at bestpractical.com > > >Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >Buy a copy at http://rtbook.bestpractical.com >--===============0264271904==-- > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From bijayant4u at yahoo.com Tue Mar 20 06:55:16 2007 From: bijayant4u at yahoo.com (bijayant kumar) Date: Tue, 20 Mar 2007 10:55:16 +0000 (GMT) Subject: [rt-users] Rt and SeLinux Message-ID: <400012.8915.qm@web32706.mail.mud.yahoo.com> Hello to all, I am trying to configure Rt-3.6.1 on my CentOs server with SeLinux feature enabled. Everything goes well, but when i try to open RT on web browser it gives me an error. I can not disable selinux feature, because it is not in the company policy. So, i have to configure it with selinux. I have seen in mailing list Archives that one gentleman has configured it in his Fedora-3. So, i am requesting to that gentleman and to the whole members that please help me. I will be very thankful to you all for the same. I am giving my errors for the initial troubleshooting, hope it helps : # tail -f /var/log/httpd/error_log [Tue Mar 20 03:55:05 2007] [error] Cannot write to '/opt/rt3/var/log/rt.log': Permission denied at /usr/lib/perl5/site_perl/5.8.5/Log/Dispatch/File.pm line 86.\n #tail -f /var/log/messages Mar 20 03:54:37 cs4 kernel: audit(1174380877.908:4213): avc: denied { search } for pid=1797 comm="httpd" name="rt-3.6.1" dev=hda3 ino=5571946 scontext=root:system_r:httpd_t tcontext=user_u:object_r:user_home_t tclass=dir Mar 20 03:54:37 cs4 kernel: audit(1174380877.908:4214): avc: denied { search } for pid=1797 comm="httpd" name="rt-3.6.1" dev=hda3 ino=5571946 scontext=root:system_r:httpd_t tcontext=user_u:object_r:user_home_t tclass=dir Mar 20 03:54:38 cs4 kernel: audit(1174380878.135:4215): avc: denied { search } for pid=1797 comm="httpd" name="rt-3.6.1" dev=hda3 ino=5571946 scontext=root:system_r:httpd_t tcontext=user_u:object_r:user_home_t tclass=dir Mar 20 03:54:38 cs4 kernel: audit(1174380878.135:4216): avc: denied { search } for pid=1797 comm="httpd" name="rt-3.6.1" dev=hda3 ino=5571946 scontext=root:system_r:httpd_t tcontext=user_u:object_r:user_home_t tclass=dir Mar 20 03:54:38 cs4 kernel: audit(1174380878.136:4217): avc: denied { search } for pid=1797 comm="httpd" name="rt-3.6.1" dev=hda3 ino=5571946 scontext=root:system_r:httpd_t tcontext=user_u:object_r:user_home_t tclass=dir Mar 20 03:54:38 cs4 kernel: audit(1174380878.136:4218): avc: denied { search } for pid=1797 comm="httpd" name="rt-3.6.1" dev=hda3 ino=5571946 scontext=root:system_r:httpd_t tcontext=user_u:object_r:user_home_t tclass=dir I think this is an issue of selinux, because whole RT directory is in 777 mode. Any help can resolve my problem in great deal. So, please help me. Bijayant Kumar Send instant messages to your online friends http://uk.messenger.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From darling at ccdc.cam.ac.uk Tue Mar 20 07:01:55 2007 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Tue, 20 Mar 2007 11:01:55 +0000 Subject: [rt-users] Rt and SeLinux In-Reply-To: <400012.8915.qm@web32706.mail.mud.yahoo.com> References: <400012.8915.qm@web32706.mail.mud.yahoo.com> Message-ID: <45FFBF23.9050401@ccdc.cam.ac.uk> Hi > Hello to all, I am trying to configure Rt-3.6.1 on my CentOs server > with SeLinux feature enabled. You probably want to investigate audit2allow : http://www.linuxcommand.org/man_pages/audit2allow1.html From gcecchi at peviani.it Tue Mar 20 08:05:59 2007 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Tue, 20 Mar 2007 13:05:59 +0100 Subject: [rt-users] Steps to do after test to scratch and restart as new Message-ID: Hello, I have rt 3.6.3 package installed on fc6 and I'm testing it. As I installed it in binary fc6-extra package, is this the correct way to scratch the system and restart from new, for example when I have completed and want to start production (ok, eventually resetting all configs like user and groups by hand)? # /usr/sbin/rt-setup-database --action init --dba-password Do I have to remove any other files? Probably only Mason cache ones: # rm -rf /var/cache/rt3/mason_data/obj/* ? Thanks in advance, Gianluca -------------- next part -------------- An HTML attachment was scrubbed... URL: From gentgeen at linuxmail.org Tue Mar 20 10:14:23 2007 From: gentgeen at linuxmail.org (Gentgeen) Date: Tue, 20 Mar 2007 10:14:23 -0400 Subject: [rt-users] Script for converting .tsv into something for the offline tool Message-ID: <20070320101423.384e7ba3@localhost.localdomain> I saw the threads in the archeive about using the offline tool to import a list of issues/tickets created in an excel/spreadsheet. I have it all figured out what I need to do, but the problem is the spreadsheet doc that I have has 108 entries. Typing that into a text file that the offline tool would take is pretty daunting. I was wondering if anyone already had a script that I could look at as a starting point to convert my .tsv file over to a format ready to be used by the offline tool. I realize that it would not be a perfect match to my case, but since my coding skills are VERY limited, I would like to have something to start with. Thanks for your time, 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 joe.casadonte at oracle.com Tue Mar 20 11:57:45 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Tue, 20 Mar 2007 11:57:45 -0400 Subject: [rt-users] Personal Saved Queries In-Reply-To: <6.2.3.4.2.20070319102326.03c2b800@po14.mit.edu> References: <45F814F9.4000907@oracle.com> <45FE9B1A.3020802@oracle.com> <6.2.3.4.2.20070319102326.03c2b800@po14.mit.edu> Message-ID: <46000479.3050303@oracle.com> On 3/19/2007 10:24 AM, Stephen Turner wrote: > At Monday 3/19/2007 10:15 AM, Joe Casadonte wrote: >> On 3/14/2007 11:30 AM, Joe Casadonte wrote: >> >>> What rights do I need to assign to allow all privileged users the >>> ability to create their own saved queries, but not be able to create >>> saved queries for any groups that they're in? Thanks! >> >> Looking through the code, it looks like I can only turn the ability to >> create saved queries on or off, I cannot limit it in any other way. >> Without hacking the code, of course. I'm off to hack the code..... > > Joe - > > There's a group right 'EditSavedSearches' that can be applied to a group > (in 3.4.2 at least). Does that not control what you want to do? Unfortunately, no. I want to enable saved queries but for personal use only; only select users would be able to create saved queries for an entire group. -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From joe.casadonte at oracle.com Tue Mar 20 11:58:57 2007 From: joe.casadonte at oracle.com (Joe Casadonte) Date: Tue, 20 Mar 2007 11:58:57 -0400 Subject: [rt-users] Personal Saved Queries In-Reply-To: <45FE9D01.7020107@ucrwcu.rwc.uc.edu> References: <45F814F9.4000907@oracle.com> <45FE9B1A.3020802@oracle.com> <45FE9D01.7020107@ucrwcu.rwc.uc.edu> Message-ID: <460004C1.9020607@oracle.com> On 3/19/2007 10:24 AM, Drew Barnes wrote: > IIRC you can allow a person to save queries, which will let them save > personal searches, but not let them save searches in the group. > > Am I mistaken or has this changed since I last visited the issue? I don't know, but that's exactly what I want and I can't figure out how to do it. I'm using 3.6.3, if that matters.... Thanks! -- Regards, joe Joe Casadonte joe.casadonte at oracle.com ========== ========== == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == ========== ========== From jesse at bestpractical.com Tue Mar 20 12:01:26 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 20 Mar 2007 12:01:26 -0400 Subject: [rt-users] Personal Saved Queries In-Reply-To: <460004C1.9020607@oracle.com> References: <45F814F9.4000907@oracle.com> <45FE9B1A.3020802@oracle.com> <45FE9D01.7020107@ucrwcu.rwc.uc.edu> <460004C1.9020607@oracle.com> Message-ID: On Mar 20, 2007, at 11:58 AM, Joe Casadonte wrote: > On 3/19/2007 10:24 AM, Drew Barnes wrote: >> IIRC you can allow a person to save queries, which will let them >> save personal searches, but not let them save searches in the group. >> Am I mistaken or has this changed since I last visited the issue? > > I don't know, but that's exactly what I want and I can't figure out > how to do it. I'm using 3.6.3, if that matters.... > It was my recollection that personal SavedSearches were governed by the ModifySelf right. -jesse > Thanks! > > -- > Regards, > > > joe > Joe Casadonte > joe.casadonte at oracle.com > > ========== ========== > == The statements and opinions expressed here are my own and do not == > == necessarily represent those of Oracle Corporation. == > ========== ========== > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From sturner at MIT.EDU Tue Mar 20 12:03:04 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 20 Mar 2007 12:03:04 -0400 Subject: [rt-users] Personal Saved Queries In-Reply-To: <46000479.3050303@oracle.com> References: <45F814F9.4000907@oracle.com> <45FE9B1A.3020802@oracle.com> <6.2.3.4.2.20070319102326.03c2b800@po14.mit.edu> <46000479.3050303@oracle.com> Message-ID: <6.2.3.4.2.20070320120103.03cee518@po14.mit.edu> At Tuesday 3/20/2007 11:57 AM, Joe Casadonte wrote: >On 3/19/2007 10:24 AM, Stephen Turner wrote: >>Joe - >>There's a group right 'EditSavedSearches' that can be applied to a >>group (in 3.4.2 at least). Does that not control what you want to do? > >Unfortunately, no. I want to enable saved queries but for personal >use only; only select users would be able to create saved queries >for an entire group. >-- >Regards, > >joe That's just what the group right controls - only people with 'EditSavedSearches' on a group have the ability to create saved searches for that group. Steve From jarends at uiuc.edu Tue Mar 20 12:15:51 2007 From: jarends at uiuc.edu (John Arends) Date: Tue, 20 Mar 2007 11:15:51 -0500 Subject: [rt-users] Phantom Reminder Message-ID: <460008B7.60409@uiuc.edu> I have a reminder that is owned by 'Nobody' that shows up on the front page when I am logged into the system as root. Clicking on the reminder link takes me into the ticket under which the reminder was created. However, when I am in that ticket, no reminders are shown. The ticket has been resolved, but I tried setting the status back to open just for fun. When logged in as my normal user, I can't see the reminder, but when I log in with 2 different accounts that are superusers, I can see the reminder on RT at a glance. How do I make this thing go away? From mfinn at nbutexas.com Tue Mar 20 12:28:13 2007 From: mfinn at nbutexas.com (Michael Finn) Date: Tue, 20 Mar 2007 11:28:13 -0500 Subject: [rt-users] Phantom Reminder In-Reply-To: <460008B7.60409@uiuc.edu> References: <460008B7.60409@uiuc.edu> Message-ID: When I've come across an "undeletable" reminder, it has always been the case that the associated ticket was moved to a different queue *after* the reminder was created. Thus the reminder (which is stored in the same "Tickets" table in the DB) now has a different queue number than its associated ticket. Changing the queue on the reminder (using SQL) so that it matches the queue on the ticket should clear up your problem, if this is what has happened to you as well. Cheers, Mike -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John Arends Sent: Tuesday, March 20, 2007 11:16 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Phantom Reminder I have a reminder that is owned by 'Nobody' that shows up on the front page when I am logged into the system as root. Clicking on the reminder link takes me into the ticket under which the reminder was created. However, when I am in that ticket, no reminders are shown. The ticket has been resolved, but I tried setting the status back to open just for fun. When logged in as my normal user, I can't see the reminder, but when I log in with 2 different accounts that are superusers, I can see the reminder on RT at a glance. How do I make this thing go away? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From gleduc at mail.sdsu.edu Tue Mar 20 13:18:18 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Tue, 20 Mar 2007 10:18:18 -0700 Subject: [rt-users] Setting custom field value via template Message-ID: <6.2.1.2.2.20070319154830.02d20c40@mail.sdsu.edu> Hi All, I'm getting an error that is beyond my capability to figure out. I have an 'Autoreply' template in a queue that is supposed to do a couple of things when a new ticket is created in that queue via e-mail. The first thing it does is to grep an IP address and incident number from the mail text and subject. This works just fine. The next thing it is supposed to do is fill in values for 2 custom fields ('IP' and 'Incident number') in the newly-created ticket. This is where I'm getting the error that I can't figure out. I found some code in the wiki that claims to set a custom field value, so I copied it into the template and turned it into a function so I could call it for each custom field that I want to set. The error I'm getting is: "[Tue Mar 20 16:44:59 2007] [error]: Template parsing error: Can't call method "TicketObj" on an undefined value at template line 30." I'm pretty sure the line that is being flagged is the 2nd one in my function ("my $QueueObj = ..."). Is it possible that the ticket isn't created until after the Autoreply template has done its thing? Here is the code where I call the function, followed by the function itself. I'd appreciate it if someone could tell me what the problem is. if (defined $IP) { set_custom('IP', $IP); if (defined $incident) { set_custom('Incident number', $incident); } } sub set_custom { my ($CFName, $CFValue) = @_; my $QueueObj = $self->TicketObj->QueueObj; my $CFObj = RT::CustomField->new( $QueueObj->CurrentUser ); $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id ); unless( $CFObj->id ) { $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => 0 ); unless( $CFObj->id ) { $RT::Logger->warning("custom field '$CFName' isn't global or defined for queue '". $QueueObj->Name ."'"); return undef; } } unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) { my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => $CFObj->id, Value => $CFValue, RecordTransaction => 1 ); unless( $st ) { $RT::Logger->warning( "Couldn't set $CFValue as value for CF $CFName:". $msg); } } } Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From warren.macey at gmail.com Tue Mar 20 13:22:40 2007 From: warren.macey at gmail.com (Warren Macey) Date: Tue, 20 Mar 2007 11:22:40 -0600 Subject: [rt-users] Re: Requestor added to email submission in error In-Reply-To: References: Message-ID: > Hey all, > > I think I just sent this through to the wrong group so I am posting it > here and will contact the rt-devel-owner to remove the other one. > > I have a strange issue that suddenly started this morning. We are very > early into the production use of RT 36. > > This morning an email ticket was created from an email sent to > support at company.com. The email was sent from Nuser at company.com (already > an RT user). > > When the ticket was created it added Nuser at company.com as a requestor as > well as warren at company.com (another RT user -- ME!). > > Yesterday the same type of email submission from the same user did not > create me as a requestor and I am wondering WHY and where to start looking > as I really have no idea at this point. > > Any help would be appreciated! > > Regards, Warren > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Tue Mar 20 13:53:50 2007 From: chaim.rieger at gmail.com (chaim rieger) Date: Tue, 20 Mar 2007 10:53:50 -0700 Subject: [rt-users] Rt and SeLinux In-Reply-To: <45FFBF23.9050401@ccdc.cam.ac.uk> References: <400012.8915.qm@web32706.mail.mud.yahoo.com> <45FFBF23.9050401@ccdc.cam.ac.uk> Message-ID: <46001FAE.70403@gmail.com> Toby Darling wrote: > Hi > >> Hello to all, I am trying to configure Rt-3.6.1 on my CentOs server >> with SeLinux feature enabled. > > You probably want to investigate audit2allow : > http://www.linuxcommand.org/man_pages/audit2allow1.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > i would also look at *chcon -t httpd_sys_content_t public_html this command is for allowing html pages to be served via apache when seliux is enabled, play around with it to allow your log files to be created/read. * -- -- Chaim Rieger From rtparies at gmail.com Tue Mar 20 15:56:43 2007 From: rtparies at gmail.com (Randy Paries) Date: Tue, 20 Mar 2007 14:56:43 -0500 Subject: [rt-users] Has anyone actually gotten html2mime to work? Message-ID: i am trying to get http://wiki.bestpractical.com/index.cgi?html2mime to work.... the help page suggests:: rt: "|/home/rt/bin/html2mime | /usr/local/rt3/bin/rt-mailgate --queue "General" --action correspond --url http://whatever/" but when i try this i get the error ----- Transcript of session follows ----- smrsh: cannot use | in command 554 5.0.0 Service unavailable Any ideas? Thanks Randy From KFCrocker at lbl.gov Tue Mar 20 16:26:53 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Tue, 20 Mar 2007 13:26:53 -0700 Subject: [rt-users] help getting template display of date to drop hours Message-ID: <4600438D.8010705@lbl.gov> To all, I'm having trouble getting my display of some dates to drop the hours and minutes. Does anyone have some helpful code they would like to share? Thanks. Kenn LBNL From Tim_Crouch at uttyler.edu Tue Mar 20 17:55:21 2007 From: Tim_Crouch at uttyler.edu (Tim_Crouch at uttyler.edu) Date: Tue, 20 Mar 2007 16:55:21 -0500 Subject: [rt-users] LDAP auth failing Message-ID: I have just installed RT 3.6.1 on FC6. I have read the WIKI on LDAP Auth but am not able to get a successful auth. This is the error I get in my logs: [error]: FAILED LOGIN for username from xxx.xxx.xxx.xxx (/opt/rt3/share/html/autohandler:238) I added the LdapSiteConfigSettings as per the Wiki I configured my LDAP settings per the Wiki, but to no avail. Any help out there? Tim Crouch Systems Administrator Campus Computing Services University of Texas at Tyler 903-566-7476 From chaim.rieger at gmail.com Tue Mar 20 18:10:29 2007 From: chaim.rieger at gmail.com (chaim rieger) Date: Tue, 20 Mar 2007 15:10:29 -0700 Subject: [rt-users] LDAP auth failing In-Reply-To: References: Message-ID: <46005BD5.6010105@gmail.com> Tim_Crouch at uttyler.edu wrote: > I have just installed RT 3.6.1 on FC6. I have read the WIKI on LDAP Auth > but am not able to get a successful auth. This is the error I get in my > logs: > > [error]: FAILED LOGIN for username from xxx.xxx.xxx.xxx > (/opt/rt3/share/html/autohandler:238) > > I added the LdapSiteConfigSettings as per the Wiki > > I configured my LDAP settings per the Wiki, but to no avail. Any help out > there? > > can you post the lines from SiteConfig. -- -- Chaim Rieger From taan at cryologic.com Wed Mar 21 00:29:40 2007 From: taan at cryologic.com (Taan Lindemans) Date: Wed, 21 Mar 2007 15:29:40 +1100 Subject: [rt-users] Inconsistent dates Message-ID: <4600B4B4.4090408@cryologic.com> Hi, I'm running RT-3.6.3 and am having minor problems with dates. In the Ticket display, Dates section I see: "Last Contact Wed Mar 21 14:56:50 2007" but in the history at the bottom of the Ticket I see: Told/Told changed from '2007-03-21 03:45:35' to '2007-03-21 03:56:50' There is an hour difference in time, the "Last Contact" time being correct. The dates in my log file are also 1 hour out. My local machine time is set to Australia/Melbourne. I have entered this into my RT_SiteConfig.pm timezone, and have also tried localtime and EST, but none seem to make a difference. I am noticing another problem which I'm hoping is related: when I add a Reminder, I choose a date with the date picker, but when I view the Reminders the date is one day earlier than I selected. I'm assuming there is some sort of daylight saving issue, however I'm not sure where the problem lies. thanks for any help Taan From frankie at easyrider.com Wed Mar 21 01:55:08 2007 From: frankie at easyrider.com (Frank Saxton) Date: Tue, 20 Mar 2007 22:55:08 -0700 Subject: [rt-users] Automatically adding watchers to a new ticket - RT 3.0.1 Message-ID: <200703210555.l2L5tBI5007925@jade.aracnet.com> Hello folks! RT 3.0.1 on Redhat 7.3, an oldie but a goodie to be sure :) Wondering if I am doing something wrong or if this feature is just broken in this version. Things are working mostly really well at the present time which makes upgrading anything an unattractive option. I've set a particular queue to add several e-mail addresses as watchers and that seems to have taken OK. Configuration->Queues->Queue->Watchers does list the newly added e-mail addresses correctly. However, when a new ticket is created in the queue, the watchers are not added to the cc list. I gave "everyone" watch rights and that didn't seem to help either. What am I doing wrong please? From rfh at pipex.net Wed Mar 21 07:09:48 2007 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 21 Mar 2007 11:09:48 +0000 Subject: [rt-users] Automatically adding watchers to a new ticket - RT 3.0.1 In-Reply-To: <200703210555.l2L5tBI5007925@jade.aracnet.com> References: <200703210555.l2L5tBI5007925@jade.aracnet.com> Message-ID: <4601127C.7070805@pipex.net> Frank; When you say added to the CC list , you mean the ticket CC watchers or the emails sent out ?? If ticket CC: then it does not quite work like that, what you created/done is queue watchers (these email addresses will get an email for tickets updated in the queue) , as soon as you move the ticket to another queue these email addresses will no longer get updates.What you need is to create a scrip that add watchers when a ticket is created , you can have that scrip as global or per queue If you just wish them to get updates from that one particular queue then make sure you have a scrip enabled on that queue On corresspond Notify CC .. Regards; Roy Frank Saxton wrote: > Hello folks! > > RT 3.0.1 on Redhat 7.3, an oldie but a goodie to be sure :) > > Wondering if I am doing something wrong or if this feature is just > broken in this version. Things are working mostly really well at the > present time which makes upgrading anything an unattractive option. > > I've set a particular queue to add several e-mail addresses as > watchers and that seems to have taken OK. > Configuration->Queues->Queue->Watchers does list the newly added > e-mail addresses correctly. > > However, when a new ticket is created in the queue, the watchers are > not added to the cc list. > > I gave "everyone" watch rights and that didn't seem to help either. > > What am I doing wrong please? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From ruslan.zakirov at gmail.com Wed Mar 21 07:31:46 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 21 Mar 2007 14:31:46 +0300 Subject: [rt-users] SQLite, RT 3.6.1 In-Reply-To: References: Message-ID: <589c94400703210431x310f841asba15468e40e30ad5@mail.gmail.com> SQLite backend exist there for development only. On 3/19/07, Mariusz Stakowski wrote: > > Hello List, > > I a m trying to install SQLite with RT 3.6.1 but I can't > initialize database. When trying to do this I get the following error: > > table Attachement already exists. > > I seems as if there were some kind of loop in script > execution. Could you help me to resolve this problem please ? > Pozdrowienia > > 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 > -- Best regards, Ruslan. From jarends at uiuc.edu Wed Mar 21 09:11:48 2007 From: jarends at uiuc.edu (John Arends) Date: Wed, 21 Mar 2007 08:11:48 -0500 Subject: [rt-users] Phantom Reminder In-Reply-To: References: <460008B7.60409@uiuc.edu> Message-ID: <46012F14.2050409@uiuc.edu> I poked around in the database a bit, especially in the Tickets table, but couldn't find anything related to reminders. Do you know where I should be looking? Michael Finn wrote: > When I've come across an "undeletable" reminder, it has always been the > case that the associated ticket was moved to a different queue *after* > the reminder was created. Thus the reminder (which is stored in the > same "Tickets" table in the DB) now has a different queue number than > its associated ticket. Changing the queue on the reminder (using SQL) > so that it matches the queue on the ticket should clear up your problem, > if this is what has happened to you as well. > > Cheers, > Mike > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John > Arends > Sent: Tuesday, March 20, 2007 11:16 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Phantom Reminder > > I have a reminder that is owned by 'Nobody' that shows up on the front > page when I am logged into the system as root. Clicking on the reminder > link takes me into the ticket under which the reminder was created. > > However, when I am in that ticket, no reminders are shown. The ticket > has been resolved, but I tried setting the status back to open just for > fun. > > When logged in as my normal user, I can't see the reminder, but when I > log in with 2 different accounts that are superusers, I can see the > reminder on RT at a glance. > > How do I make this thing go away? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 javoskam at uwaterloo.ca Wed Mar 21 09:27:28 2007 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Wed, 21 Mar 2007 09:27:28 -0400 Subject: [rt-users] Phantom Reminder In-Reply-To: <46012F14.2050409@uiuc.edu> References: <460008B7.60409@uiuc.edu> <46012F14.2050409@uiuc.edu> Message-ID: <460132C0.5080706@uwaterloo.ca> John Arends wrote: > I poked around in the database a bit, especially in the Tickets table, > but couldn't find anything related to reminders. Do you know where I > should be looking? > > Michael Finn wrote: >> When I've come across an "undeletable" reminder, it has always been the >> case that the associated ticket was moved to a different queue *after* >> the reminder was created. Thus the reminder (which is stored in the >> same "Tickets" table in the DB) now has a different queue number than >> its associated ticket. Changing the queue on the reminder (using SQL) >> so that it matches the queue on the ticket should clear up your problem, >> if this is what has happened to you as well. >> >> Cheers, >> Mike >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John >> Arends >> Sent: Tuesday, March 20, 2007 11:16 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Phantom Reminder >> >> I have a reminder that is owned by 'Nobody' that shows up on the >> front page when I am logged into the system as root. Clicking on the >> reminder link takes me into the ticket under which the reminder was >> created. >> >> However, when I am in that ticket, no reminders are shown. The ticket >> has been resolved, but I tried setting the status back to open just for >> fun. >> >> When logged in as my normal user, I can't see the reminder, but when >> I log in with 2 different accounts that are superusers, I can see the >> reminder on RT at a glance. >> >> How do I make this thing go away? I suspect the problem is the Queue bit of the SQL query in lib/RT/Reminders.pm in Collection (line 88 in 3.6.HEAD). I'm running without it here and things are better. Still problems closing a reminder if you don't have proper perms on the original queue. Jeff Voskamp From Tim_Crouch at uttyler.edu Wed Mar 21 09:45:26 2007 From: Tim_Crouch at uttyler.edu (Tim_Crouch at uttyler.edu) Date: Wed, 21 Mar 2007 08:45:26 -0500 Subject: [rt-users] LDAP auth failing In-Reply-To: <46005BD5.6010105@gmail.com> Message-ID: Here's my RT_SiteConfig: # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm Set( $rtname, 'helpdesk.uttyler.edu'); 1; ### What auth methods do you like and in what order? #Set($AuthMethods, ['LDAP', 'Internal']); Set($AuthMethods, ['LDAP']); ### LDAP Settings # # There are two different branches of this: LdapAuth* and LdapInfo*; # additionally, most of the old Ldap* variables are honored, too. # # This means if you only have one LDAP server/config you can just set # "LdapServer", "LdapUser", etc. and they will be used for both # authentication and information ### Enable/Disable LDAP services Set($LdapExternalAuth, 1); Set($LdapExternalInfo, 1); ### Common Settings: affecting both auth and info services # Should we create accounts for users who aren't in LDAP? Set($LdapAutoCreateNonLdapUsers, 1); # Map RT attributes to LDAP attributes # ### THE MAPPING BELOW WILL NOT WORK FOR YOU UNLESS YOU CHANGE ### IT TO MATCH YOUR LDAP SCHEMA! See http://wiki.bestpractical.com/?LdapAttrMap ### to learn how to set this variable properly for either LDAP or Windows ### Active Directory. Set($LdapAttrMap, {'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'o', 'RealName' => 'cn', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'uid', 'Gecos' => 'uid', 'WorkPhone' => 'telephoneNumber', 'Address1' => 'ou', 'Address2' => 'physicalDeliveryOfficeName'} ); # A list of RT attrs which can uniquely identify a user, # ordered from most to least preferred. Set($LdapRTAttrMatchList, ['ExternalContactInfoId', 'Name', 'EmailAddress', 'RealName', 'WorkPhone', 'Address2'] ); # A list of LDAP attrs to examine when canonicalizing email addresses, # ordered from most to least preferred Set($LdapEmailAttrMatchList, ['mail', 'mailRoutingAddress', 'mailAlternateAddress'] ); # A list of prefixes to apply to email address matches. # Windows 2003 AD uses prefixes or smtp: or SMTP:. # If not required just leave '' Set($LdapEmailAttrMatchPrefix, ['', 'smtp:', 'SMTP:'] ); # The basics; if set, these override $RT::LdapAuth* and $RT::LdapInfo* Set($LdapServer, 'ldap.uttyler.edu'); Set($LdapBase, 'ou=People,dc=uttyler,dc=edu'); Set($LdapFilter, '(objectclass=uid)'); # Windows 2003 Active Directory does not allow anonymous LDAP binding # thus you must pass Net::LDAP a username and password that has # access to read the directory. # # You may also need to specify the full distinguished name instead of # just a username for LdapUser below. # e.g. cn=Username,cn=Users,dc=yourdomain,dc=com # Set($LdapUser, 'uid=,ou=,dc=uttyler,dc=edu'); Set($LdapPass, '********'); # This filter is used by RT::User::UpdateFromLdap to test whether an # LDAP user's RT account should be disabled. Any user whose LDAP record # passes this filter (returns true) will be disabled at login Set($LdapDisableFilter, '(employmentStatus=Terminated)'); # If you set these, only members of this group can auth via LDAP #Set($LdapGroup, 'cn=RT,ou=Group,dc=example,dc=com'); #Set($LdapGroupAttr, 'uniqueMember'); # These turn on SSL for LDAP #Set($LdapTLS, 0); #Set($LdapSSLVersion, 3); ### IF YOU USE THE SAME LDAP SERVER FOR AUTH AND INFO STOP HERE ### ### Authentication settings # # These are used only if their $RT::Ldap* analogs are not set; # if you want one of these variables to be honored, you must comment # out the corresponding $RT::Ldap* variable above #Set($LdapAuthServer, 'ldap.example.com'); #Set($LdapAuthBase, 'ou=People,dc=example,dc=com'); #Set($LdapAuthFilter, "(objectclass=posixAccount)"); #Set($LdapAuthUser, ''); #Set($LdapAuthPass, ''); # This filter is used by RT::User::UpdateFromLdap to test whether an # LDAP user's RT account should be disabled. Any user whose LDAP record # passes this filter (returns true) will be disabled at login # Set($LdapAuthDisableFilter, '(employmentStatus=Terminated)'); # If you set these, only members of this group can auth via LDAP #Set($LdapAuthGroup, 'cn=RT,ou=Group,dc=example,dc=com'); #Set($LdapAuthGroupAttr, 'uniqueMember'); # These turn on SSL for LDAP #Set($LdapAuthTLS, 0); #Set($LdapAuthSSLVersion, 3); ### Information settings # # These are used only if their $RT::Ldap* analogs are not set; # if you want one of these variables to be honored, you must comment # out the corresponding $RT::Ldap* variable above #Set($LdapAuthServer, 'ldap.example.com'); #Set($LdapAuthBase, 'ou=People,dc=example,dc=com'); #Set($LdapAuthFilter, "(objectclass=posixAccount)"); #Set($LdapAuthUser, ''); #Set($LdapAuthPass, ''); # This filter is used by RT::User::UpdateFromLdap to test whether an # LDAP user's RT account should be disabled. Any user whose LDAP record # passes this filter (returns true) will be disabled at login # Set($LdapAuthDisableFilter, '(employmentStatus=Terminated)'); # If you set these, only members of this group can auth via LDAP #Set($LdapAuthGroup, 'cn=RT,ou=Group,dc=example,dc=com'); #Set($LdapAuthGroupAttr, 'uniqueMember'); # These turn on SSL for LDAP #Set($LdapAuthTLS, 0); #Set($LdapAuthSSLVersion, 3); ### Information settings # # These are used only if their $RT::Ldap* analogs are not set; # if you want one of these variables to be honored, you must comment # out the corresponding $RT::Ldap* variable above #Set($LdapInfoServer, 'ldap.example.com'); #Set($LdapInfoBase, 'ou=People,dc=example,dc=com'); #Set($LdapInfoFilter, "(objectclass=posixAccount)"); #Set($LdapInfoUser, ''); #Set($LdapInfoPass, ''); # This filter is used by RT::User::UpdateFromLdap to test whether an # LDAP user's RT account should be disabled. Any user whose LDAP record # passes this filter (returns true) will be disabled at login # Set($LdapInfoDisableFilter, '(employmentStatus=Terminated)'); # These turn on SSL for LDAP #Set($LdapInfoTLS, 0); #Set($LdapInfoSSLVersion, 3); Tim Crouch Systems Administrator Campus Computing Services University of Texas at Tyler 903-566-7476 chaim rieger 03/20/07 05:10 PM To Tim_Crouch at uttyler.edu cc rt-users at lists.bestpractical.com Subject Re: [rt-users] LDAP auth failing Tim_Crouch at uttyler.edu wrote: > I have just installed RT 3.6.1 on FC6. I have read the WIKI on LDAP Auth > but am not able to get a successful auth. This is the error I get in my > logs: > > [error]: FAILED LOGIN for username from xxx.xxx.xxx.xxx > (/opt/rt3/share/html/autohandler:238) > > I added the LdapSiteConfigSettings as per the Wiki > > I configured my LDAP settings per the Wiki, but to no avail. Any help out > there? > > can you post the lines from SiteConfig. -- -- Chaim Rieger From callermann at gmail.com Wed Mar 21 09:56:16 2007 From: callermann at gmail.com (Chris Allermann) Date: Wed, 21 Mar 2007 09:56:16 -0400 Subject: [rt-users] 10 highest tickets I own or are CC'd on Message-ID: <580b3900703210656s27f5c47ck69012cd62fc0848d@mail.gmail.com> Does anybody know how to modify the "10 highest tickets I own" search to also include tickets you are CC'd on? I know how to make the actual modification to the search but I am having some trouble coming up with the right TicketSQL statement to make the search work. Any help would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kellermg at potsdam.edu Wed Mar 21 10:38:53 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Wed, 21 Mar 2007 10:38:53 -0400 Subject: [rt-users] 10 highest tickets I own or are CC'd on In-Reply-To: <580b3900703210656s27f5c47ck69012cd62fc0848d@mail.gmail.com> References: <580b3900703210656s27f5c47ck69012cd62fc0848d@mail.gmail.com> Message-ID: <1174487934.4054.58.camel@mlap> blahblahblah AND CC.id = '__CurrentUser__' On Wed, 2007-03-21 at 09:56 -0400, Chris Allermann wrote: > Does anybody know how to modify the "10 highest tickets I own" search > to also include tickets you are CC'd on? > > I know how to make the actual modification to the search but I am > having some trouble coming up with the right TicketSQL statement to > make the search work. > > Any help would be 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 frankie at easyrider.com Wed Mar 21 11:20:02 2007 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 21 Mar 2007 08:20:02 -0700 Subject: [rt-users] Automatically adding watchers to a new ticket - RT 3.0.1 In-Reply-To: <4601127C.7070805@pipex.net> References: <200703210555.l2L5tBI5007925@jade.aracnet.com> <4601127C.7070805@pipex.net> Message-ID: <200703211523.l2LFN5ie021051@ruby.spiritone.com> Hello Roy Thanks very much for the quick response! Yes, I would like to add several e-mail addresses to the ticket cc list upon creation. I often have to access RT via my Blackberry and having everyone automatically added to the ticket makes it much easier for me to trim people off rather than adding them on. I've never worked with scripts but it doesn't look too difficult although I'm guessing for this particular action a bit of custom code will be required. I'm wondering if someone already has something like this on their RT and can jump start me a little. Thanks again! At 04:09 AM 3/21/2007, Roy El-Hames wrote: >Frank; >When you say added to the CC list , you mean the ticket CC watchers >or the emails sent out ?? >If ticket CC: then it does not quite work like that, what you >created/done is queue watchers (these email addresses will get an >email for tickets updated in the queue) , as soon as you move the >ticket to another queue these email addresses will no longer get >updates.What you need is to create a scrip that add watchers when a >ticket is created , you can have that scrip as global or per queue >If you just wish them to get updates from that one particular queue >then make sure you have a scrip enabled on that queue On corresspond >Notify CC .. >Regards; >Roy > >Frank Saxton wrote: >>Hello folks! >> >>RT 3.0.1 on Redhat 7.3, an oldie but a goodie to be sure :) >> >>Wondering if I am doing something wrong or if this feature is just >>broken in this version. Things are working mostly really well at >>the present time which makes upgrading anything an unattractive option. >> >>I've set a particular queue to add several e-mail addresses as >>watchers and that seems to have taken OK. >>Configuration->Queues->Queue->Watchers does list the newly added >>e-mail addresses correctly. >> >>However, when a new ticket is created in the queue, the watchers >>are not added to the cc list. >> >>I gave "everyone" watch rights and that didn't seem to help either. >> >>What am I doing wrong please? >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Community help: http://wiki.bestpractical.com >>Commercial support: sales at bestpractical.com >> >> >>Discover RT's hidden secrets with RT Essentials from O'Reilly >>Media. Buy a copy at http://rtbook.bestpractical.com > > >-- >No virus found in this incoming message. >Checked by AVG Free Edition. >Version: 7.5.446 / Virus Database: 268.18.15/728 - Release Date: >3/20/2007 8:07 AM From jarends at uiuc.edu Wed Mar 21 12:01:45 2007 From: jarends at uiuc.edu (John Arends) Date: Wed, 21 Mar 2007 11:01:45 -0500 Subject: [rt-users] Phantom Reminder In-Reply-To: <460132C0.5080706@uwaterloo.ca> References: <460008B7.60409@uiuc.edu> <46012F14.2050409@uiuc.edu> <460132C0.5080706@uwaterloo.ca> Message-ID: <460156E9.70508@uiuc.edu> 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. Jeff Voskamp wrote: > John Arends wrote: >> I poked around in the database a bit, especially in the Tickets table, >> but couldn't find anything related to reminders. Do you know where I >> should be looking? >> >> Michael Finn wrote: >>> When I've come across an "undeletable" reminder, it has always been the >>> case that the associated ticket was moved to a different queue *after* >>> the reminder was created. Thus the reminder (which is stored in the >>> same "Tickets" table in the DB) now has a different queue number than >>> its associated ticket. Changing the queue on the reminder (using SQL) >>> so that it matches the queue on the ticket should clear up your problem, >>> if this is what has happened to you as well. >>> >>> Cheers, >>> Mike >>> >>> -----Original Message----- >>> From: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John >>> Arends >>> Sent: Tuesday, March 20, 2007 11:16 AM >>> To: rt-users at lists.bestpractical.com >>> Subject: [rt-users] Phantom Reminder >>> >>> I have a reminder that is owned by 'Nobody' that shows up on the >>> front page when I am logged into the system as root. Clicking on the >>> reminder link takes me into the ticket under which the reminder was >>> created. >>> >>> However, when I am in that ticket, no reminders are shown. The ticket >>> has been resolved, but I tried setting the status back to open just for >>> fun. >>> >>> When logged in as my normal user, I can't see the reminder, but when >>> I log in with 2 different accounts that are superusers, I can see the >>> reminder on RT at a glance. >>> >>> How do I make this thing go away? > I suspect the problem is the Queue bit of the SQL query in > lib/RT/Reminders.pm in Collection (line 88 in 3.6.HEAD). > I'm running without it here and things are better. Still problems > closing a reminder if you don't have proper perms on > the original queue. > > Jeff Voskamp From frankie at easyrider.com Wed Mar 21 12:20:15 2007 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 21 Mar 2007 09:20:15 -0700 Subject: [rt-users] Automatically adding watchers to a new ticket - RT 3.0.1 Message-ID: <200703211620.l2LGKKs9028542@jade.aracnet.com> For fun, I tried to create a script in one of the queues to automatically add an e-mail address to the ticket cc list. Not surprisingly, it failed. I'm sure it's a syntax issue but after looking all over Wiki there really aren't any examples that are on point. It probably wouldn't take much of a nudge to get me pointed in the right direction. Description: Add Watchers Condition: On create Action: User defined Custom action preparation code: $Ticket->AddWatcher (Email => 'foo at bar.com' ); Template: Global template blank Here's the error I got: Mar 21 08:03:31 rt RT: Scrip 15 Prepare failed: Global symbol "$Ticket" requires explicit package name at (eval 1622) line 1. (/opt/rt3/lib/RT/Action/UserDefin ed.pm:43) >Frank Saxton wrote: >>Hello folks! >> >>RT 3.0.1 on Redhat 7.3, an oldie but a goodie to be sure :) >> >>Wondering if I am doing something wrong or if this feature is just >>broken in this version. Things are working mostly really well at >>the present time which makes upgrading anything an unattractive option. >> >>I've set a particular queue to add several e-mail addresses as >>watchers and that seems to have taken OK. >>Configuration->Queues->Queue->Watchers does list the newly added >>e-mail addresses correctly. >> >>However, when a new ticket is created in the queue, the watchers >>are not added to the cc list. >> >>I gave "everyone" watch rights and that didn't seem to help either. >> >>What am I doing wrong please? From frankie at easyrider.com Wed Mar 21 12:56:00 2007 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 21 Mar 2007 09:56:00 -0700 Subject: [rt-users] Automatically adding watchers to a new ticket - RT 3.0.1 Message-ID: <200703211656.l2LGuBC2019538@ruby.spiritone.com> This works... thanks Roy! Description: Add Watchers Condition: On create Action: User defined Custom action preparation code: $self->TicketObj->AddWatcher( Type => "Cc", Email =>"address\@email.com"); return 1; Template: Global template blank >Frank Saxton wrote: >>Hello folks! >> >>RT 3.0.1 on Redhat 7.3, an oldie but a goodie to be sure :) >> >>Wondering if I am doing something wrong or if this feature is just >>broken in this version. Things are working mostly really well at >>the present time which makes upgrading anything an unattractive option. >> >>I've set a particular queue to add several e-mail addresses as >>watchers and that seems to have taken OK. >>Configuration->Queues->Queue->Watchers does list the newly added >>e-mail addresses correctly. >> >>However, when a new ticket is created in the queue, the watchers >>are not added to the cc list. >> >>I gave "everyone" watch rights and that didn't seem to help either. >> >>What am I doing wrong please? From callermann at gmail.com Wed Mar 21 13:46:52 2007 From: callermann at gmail.com (Chris Allermann) Date: Wed, 21 Mar 2007 13:46:52 -0400 Subject: [rt-users] 10 highest tickets I own or are CC'd on In-Reply-To: <1174487762.4054.56.camel@mlap> References: <580b3900703210656s27f5c47ck69012cd62fc0848d@mail.gmail.com> <1174487762.4054.56.camel@mlap> Message-ID: <580b3900703211046u75307e67ifcddbbe8270bf324@mail.gmail.com> I keep getting the following error message when I try it: Unknown field: CC.id Any suggestions? On 3/21/07, Matthew Keller wrote: > blahblahblah > AND CC.id = '__CurrentUser__' > > > On Wed, 2007-03-21 at 09:56 -0400, Chris Allermann wrote: > > Does anybody know how to modify the "10 highest tickets I own" search > > to also include tickets you are CC'd on? > > > > I know how to make the actual modification to the search but I am > > having some trouble coming up with the right TicketSQL statement to > > make the search work. > > > > Any help would be 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 gleduc at mail.sdsu.edu Wed Mar 21 13:59:46 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 21 Mar 2007 10:59:46 -0700 Subject: [rt-users] Ticket creation timeline Message-ID: <6.2.1.2.2.20070321103847.02c437c0@mail.sdsu.edu> At what point during the process of ticket creation via e-mail does the ticket and its fields exist? Specifically, should custom fields in a new ticket be available in an Autoreply template? I'm trying to populate custom fields using my Autoreply template and I'm getting an error that "sounds like" the ticket doesn't exist. The error message is: [error]: Template parsing error: Can't call method "TicketObj" on an undefined value at template line 10. And the offending line is: my $T_Obj = $self->TicketObj; Would it be a better idea to do this using a scrip? Maybe use an On Create condition to populate the custom fields with the "prep" code and then use my template to send an e-mail that references the custom field data? Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From kellermg at potsdam.edu Wed Mar 21 14:10:25 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Wed, 21 Mar 2007 14:10:25 -0400 Subject: [rt-users] 10 highest tickets I own or are CC'd on In-Reply-To: <580b3900703211046u75307e67ifcddbbe8270bf324@mail.gmail.com> References: <580b3900703210656s27f5c47ck69012cd62fc0848d@mail.gmail.com> <1174487762.4054.56.camel@mlap> <580b3900703211046u75307e67ifcddbbe8270bf324@mail.gmail.com> Message-ID: <1174500625.4054.81.camel@mlap> Sorry... Cc.id (second 'c' is lowercased). On Wed, 2007-03-21 at 13:46 -0400, Chris Allermann wrote: > I keep getting the following error message when I try it: > > Unknown field: CC.id > > Any suggestions? > > On 3/21/07, Matthew Keller wrote: > > blahblahblah > > AND CC.id = '__CurrentUser__' > > > > > > On Wed, 2007-03-21 at 09:56 -0400, Chris Allermann wrote: > > > Does anybody know how to modify the "10 highest tickets I own" search > > > to also include tickets you are CC'd on? > > > > > > I know how to make the actual modification to the search but I am > > > having some trouble coming up with the right TicketSQL statement to > > > make the search work. > > > > > > Any help would be 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 > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From kellermg at potsdam.edu Wed Mar 21 14:13:11 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Wed, 21 Mar 2007 14:13:11 -0400 Subject: [rt-users] 10 highest tickets I own or are CC'd on In-Reply-To: <1174500625.4054.81.camel@mlap> References: <580b3900703210656s27f5c47ck69012cd62fc0848d@mail.gmail.com> <1174487762.4054.56.camel@mlap> <580b3900703211046u75307e67ifcddbbe8270bf324@mail.gmail.com> <1174500625.4054.81.camel@mlap> Message-ID: <1174500791.4054.83.camel@mlap> and the "AND" should be an "OR" if you didn't pick up on that. On Wed, 2007-03-21 at 14:10 -0400, Matthew Keller wrote: > Sorry... Cc.id (second 'c' is lowercased). > > On Wed, 2007-03-21 at 13:46 -0400, Chris Allermann wrote: > > I keep getting the following error message when I try it: > > > > Unknown field: CC.id > > > > Any suggestions? > > > > On 3/21/07, Matthew Keller wrote: > > > blahblahblah > > > AND CC.id = '__CurrentUser__' > > > > > > > > > On Wed, 2007-03-21 at 09:56 -0400, Chris Allermann wrote: > > > > Does anybody know how to modify the "10 highest tickets I own" search > > > > to also include tickets you are CC'd on? > > > > > > > > I know how to make the actual modification to the search but I am > > > > having some trouble coming up with the right TicketSQL statement to > > > > make the search work. > > > > > > > > Any help would be 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 > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales 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 Mar 21 14:34:41 2007 From: slackamp at gmail.com (slamp slamp) Date: Wed, 21 Mar 2007 14:34:41 -0400 Subject: [rt-users] 10 highest tickets I own or are CC'd on In-Reply-To: <1174501682.4054.85.camel@mlap> References: <580b3900703210656s27f5c47ck69012cd62fc0848d@mail.gmail.com> <1174487762.4054.56.camel@mlap> <580b3900703211046u75307e67ifcddbbe8270bf324@mail.gmail.com> <1174500625.4054.81.camel@mlap> <1174500791.4054.83.camel@mlap> <78926d250703211124v8416f73w2c3d8f38c19e523e@mail.gmail.com> <1174501682.4054.85.camel@mlap> Message-ID: <78926d250703211134i7079bfcfue9c36dd28e24b2e0@mail.gmail.com> when you say global what do you mean? i saved the search under "RT System's saved searches" not in My saved searches. On 3/21/07, Matthew Keller wrote: > > __CurrentUser__ will expand properly in Global saved searches, but not > in personal or group. > > On Wed, 2007-03-21 at 14:24 -0400, slamp slamp wrote: > > that wouldn't work either. i have been trying for some time now with > > no luck. for some reason specifying an actual value instead of > > __CurrentUser__ works but not __CurrentUser__ > > > > The only thing that worked for me was something like Cc LIKE ' > > johndoe at domain.com' . Cc.id = '__CurrentUser__' comes up with Unknown > > field: Cc.id (in query builder) > > > > On 3/21/07, Matthew Keller wrote: > > and the "AND" should be an "OR" if you didn't pick up on that. > > > > On Wed, 2007-03-21 at 14:10 -0400, Matthew Keller wrote: > > > Sorry... Cc.id (second 'c' is lowercased). > > > > > > On Wed, 2007-03-21 at 13:46 -0400, Chris Allermann wrote: > > > > I keep getting the following error message when I try it: > > > > > > > > Unknown field: CC.id > > > > > > > > Any suggestions? > > > > > > > > On 3/21/07, Matthew Keller wrote: > > > > > blahblahblah > > > > > AND CC.id = '__CurrentUser__' > > > > > > > > > > > > > > > On Wed, 2007-03-21 at 09:56 -0400, Chris Allermann > > wrote: > > > > > > Does anybody know how to modify the "10 highest > > tickets I own" search > > > > > > to also include tickets you are CC'd on? > > > > > > > > > > > > I know how to make the actual modification to the > > search but I am > > > > > > having some trouble coming up with the right TicketSQL > > statement to > > > > > > make the search work. > > > > > > > > > > > > Any help would be 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 > > > > > > > > > > > > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials from > > O'Reilly Media. > > > > Buy a copy at http://rtbook.bestpractical.com > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > > Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Wed Mar 21 14:35:50 2007 From: chaim.rieger at gmail.com (chaim rieger) Date: Wed, 21 Mar 2007 11:35:50 -0700 Subject: [rt-users] LDAP auth failing In-Reply-To: References: Message-ID: <46017B06.6010907@gmail.com> can you change Set($LdapUser, 'uid=,ou=,dc=uttyler,dc=edu'); Set($LdapPass, '********'); to Set($LdapUser, 'cn=tim_crouch,ou=People,dc=uttyler,dc=edu'); Set($LdapPass, '********'); for testing purposes only ? From kellermg at potsdam.edu Wed Mar 21 14:44:06 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Wed, 21 Mar 2007 14:44:06 -0400 Subject: [rt-users] 10 highest tickets I own or are CC'd on In-Reply-To: <78926d250703211134i7079bfcfue9c36dd28e24b2e0@mail.gmail.com> References: <580b3900703210656s27f5c47ck69012cd62fc0848d@mail.gmail.com> <1174487762.4054.56.camel@mlap> <580b3900703211046u75307e67ifcddbbe8270bf324@mail.gmail.com> <1174500625.4054.81.camel@mlap> <1174500791.4054.83.camel@mlap> <78926d250703211124v8416f73w2c3d8f38c19e523e@mail.gmail.com> <1174501682.4054.85.camel@mlap> <78926d250703211134i7079bfcfue9c36dd28e24b2e0@mail.gmail.com> Message-ID: <1174502646.4054.92.camel@mlap> Yes, that's a global. I have dozens of custom global saved searches that use this. I don't know what version it was introduced, RT 3.6.something was my first (currently 3.6.3). Our "Highest priority" is actually: (Cc.id = '__CurrentUser__' OR AdminCc.id = '__CurrentUser__' OR Requestor.id = '__CurrentUser__' OR Owner = '__CurrentUser__') AND (Status = 'new' OR Status = 'open' OR Status = 'stalled') On Wed, 2007-03-21 at 14:34 -0400, slamp slamp wrote: > when you say global what do you mean? i saved the search under "RT > System's saved searches" not in My saved searches. > > On 3/21/07, Matthew Keller wrote: > __CurrentUser__ will expand properly in Global saved searches, > but not > in personal or group. > > On Wed, 2007-03-21 at 14:24 -0400, slamp slamp wrote: > > that wouldn't work either. i have been trying for some time > now with > > no luck. for some reason specifying an actual value instead > of > > __CurrentUser__ works but not __CurrentUser__ > > > > The only thing that worked for me was something like Cc LIKE > ' > > johndoe at domain.com' . Cc.id = '__CurrentUser__' comes up > with Unknown > > field: Cc.id (in query builder) > > > > On 3/21/07, Matthew Keller wrote: > > and the "AND" should be an "OR" if you didn't pick > up on that. > > > > On Wed, 2007-03-21 at 14:10 -0400, Matthew Keller > wrote: > > > Sorry... Cc.id (second 'c' is lowercased). > > > > > > On Wed, 2007-03-21 at 13:46 -0400, Chris Allermann > wrote: > > > > I keep getting the following error message when > I try it: > > > > > > > > Unknown field: CC.id > > > > > > > > Any suggestions? > > > > > > > > On 3/21/07, Matthew Keller < > kellermg at potsdam.edu> wrote: > > > > > blahblahblah > > > > > AND CC.id = '__CurrentUser__' > > > > > > > > > > > > > > > On Wed, 2007-03-21 at 09:56 -0400, Chris > Allermann > > wrote: > > > > > > Does anybody know how to modify the "10 > highest > > tickets I own" search > > > > > > to also include tickets you are CC'd on? > > > > > > > > > > > > I know how to make the actual modification > to the > > search but I am > > > > > > having some trouble coming up with the right > TicketSQL > > statement to > > > > > > make the search work. > > > > > > > > > > > > Any help would be 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 > > > > > > > > > > > > > > _______________________________________________ > > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Community help: http://wiki.bestpractical.com > > > > Commercial support: 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 slackamp at gmail.com Wed Mar 21 14:49:05 2007 From: slackamp at gmail.com (slamp slamp) Date: Wed, 21 Mar 2007 14:49:05 -0400 Subject: [rt-users] 10 highest tickets I own or are CC'd on In-Reply-To: <1174502646.4054.92.camel@mlap> References: <580b3900703210656s27f5c47ck69012cd62fc0848d@mail.gmail.com> <1174487762.4054.56.camel@mlap> <580b3900703211046u75307e67ifcddbbe8270bf324@mail.gmail.com> <1174500625.4054.81.camel@mlap> <1174500791.4054.83.camel@mlap> <78926d250703211124v8416f73w2c3d8f38c19e523e@mail.gmail.com> <1174501682.4054.85.camel@mlap> <78926d250703211134i7079bfcfue9c36dd28e24b2e0@mail.gmail.com> <1174502646.4054.92.camel@mlap> Message-ID: <78926d250703211149g792a7611yb1c53989254c9cfd@mail.gmail.com> did you happen to create a custom field called Cc.id? if not, how come mine comes up unknown field. On 3/21/07, Matthew Keller wrote: > > Yes, that's a global. I have dozens of custom global saved searches that > use this. I don't know what version it was introduced, RT 3.6.something > was my first (currently 3.6.3). Our "Highest priority" is actually: > > (Cc.id = '__CurrentUser__' OR AdminCc.id = '__CurrentUser__' OR > Requestor.id = '__CurrentUser__' OR Owner = '__CurrentUser__') AND > (Status = 'new' OR Status = 'open' OR Status = 'stalled') > > > On Wed, 2007-03-21 at 14:34 -0400, slamp slamp wrote: > > when you say global what do you mean? i saved the search under "RT > > System's saved searches" not in My saved searches. > > > > On 3/21/07, Matthew Keller wrote: > > __CurrentUser__ will expand properly in Global saved searches, > > but not > > in personal or group. > > > > On Wed, 2007-03-21 at 14:24 -0400, slamp slamp wrote: > > > that wouldn't work either. i have been trying for some time > > now with > > > no luck. for some reason specifying an actual value instead > > of > > > __CurrentUser__ works but not __CurrentUser__ > > > > > > The only thing that worked for me was something like Cc LIKE > > ' > > > johndoe at domain.com' . Cc.id = '__CurrentUser__' comes up > > with Unknown > > > field: Cc.id (in query builder) > > > > > > On 3/21/07, Matthew Keller wrote: > > > and the "AND" should be an "OR" if you didn't pick > > up on that. > > > > > > On Wed, 2007-03-21 at 14:10 -0400, Matthew Keller > > wrote: > > > > Sorry... Cc.id (second 'c' is lowercased). > > > > > > > > On Wed, 2007-03-21 at 13:46 -0400, Chris Allermann > > wrote: > > > > > I keep getting the following error message when > > I try it: > > > > > > > > > > Unknown field: CC.id > > > > > > > > > > Any suggestions? > > > > > > > > > > On 3/21/07, Matthew Keller < > > kellermg at potsdam.edu> wrote: > > > > > > blahblahblah > > > > > > AND CC.id = '__CurrentUser__' > > > > > > > > > > > > > > > > > > On Wed, 2007-03-21 at 09:56 -0400, Chris > > Allermann > > > wrote: > > > > > > > Does anybody know how to modify the "10 > > highest > > > tickets I own" search > > > > > > > to also include tickets you are CC'd on? > > > > > > > > > > > > > > I know how to make the actual modification > > to the > > > search but I am > > > > > > > having some trouble coming up with the right > > TicketSQL > > > statement to > > > > > > > make the search work. > > > > > > > > > > > > > > Any help would be 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 > > > > > > > > > > > > > > > > > _______________________________________________ > > > > > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > > > Community help: http://wiki.bestpractical.com > > > > > Commercial support: sales at bestpractical.com > > > > > > > > > > > > > > > Discover RT's hidden secrets with RT Essentials > > from > > > O'Reilly Media. > > > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Community help: http://wiki.bestpractical.com > > > Commercial support: sales at bestpractical.com > > > > > > > > > Discover RT's hidden secrets with RT Essentials from > > O'Reilly > > > Media. > > > Buy a copy at http://rtbook.bestpractical.com > > > > > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rshupe at gmail.com Wed Mar 21 15:32:00 2007 From: rshupe at gmail.com (Rob Shupe) Date: Wed, 21 Mar 2007 14:32:00 -0500 Subject: [rt-users] RT Interface/Display & Logging Issues Message-ID: <69aaf7b40703211232t3c51546cy6f746f770c57f2d1@mail.gmail.com> I just finished the process of getting RT 3.6.3 running on CentOS4, and so far everything seems ok with the exception of two things. The first problem might not even be a problem for all I know, but I'm going to ask about it anyway. The interface when RT loads up seems ok except for the fact that no background colors show up anywhere. This could very easily be because the interface was changed in a recent version to look simpler and not because anything is wrong. However, I took two screenshots to demonstrate what I'm seeing, just in case: http://farm1.static.flickr.com/151/429561196_83c163a25e_o.jpg http://farm1.static.flickr.com/176/429561203_29c6df4a9d_o.jpg If this is what RT is supposed to look like, my apologies for junking up the list. If not, what might be the problem and where can I begin to look for a solution? The second issue I experienced involved logging. When I tried to log to a file, I kept getting the following error in the httpd error log: [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 7189) Log file /opt/rt3/var/log/rt.log couldn't be written or created. RT can't run. at /opt/rt3/lib/RT.pm line 285. [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 7178) terminated by calling exit with status '2' I'm assuming this is just a simple permissions issue, but I'm not certain as to how the permissions should be set for rt.log to prevent this error. Any help would be appreciated. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From FWindt at smartcity.com Wed Mar 21 15:42:38 2007 From: FWindt at smartcity.com (Felix Windt) Date: Wed, 21 Mar 2007 12:42:38 -0700 Subject: [rt-users] RT Interface/Display & Logging Issues In-Reply-To: <69aaf7b40703211232t3c51546cy6f746f770c57f2d1@mail.gmail.com> Message-ID: That is what RT 3.6.3 looks like For permissions for the log file, grant write permissions to the user apache runs as. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rob Shupe Sent: Wednesday, March 21, 2007 12:32 PM To: rt-users at lists.bestpractical.com Subject: SPAM -[rt-users] RT Interface/Display & Logging Issues I just finished the process of getting RT 3.6.3 running on CentOS4, and so far everything seems ok with the exception of two things. The first problem might not even be a problem for all I know, but I'm going to ask about it anyway. The interface when RT loads up seems ok except for the fact that no background colors show up anywhere. This could very easily be because the interface was changed in a recent version to look simpler and not because anything is wrong. However, I took two screenshots to demonstrate what I'm seeing, just in case: http://farm1.static.flickr.com/151/429561196_83c163a25e_o.jpg http://farm1.static.flickr.com/176/429561203_29c6df4a9d_o.jpg If this is what RT is supposed to look like, my apologies for junking up the list. If not, what might be the problem and where can I begin to look for a solution? The second issue I experienced involved logging. When I tried to log to a file, I kept getting the following error in the httpd error log: [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 7189) Log file /opt/rt3/var/log/rt.log couldn't be written or created. ?RT can't run. at /opt/rt3/lib/RT.pm line 285. [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 7178) terminated by calling exit with status '2' I'm assuming this is just a simple permissions issue, but I'm not certain as to how the permissions should be set for rt.log to prevent this error. Any help would be appreciated. Thanks. From dmbeethe at fedex.com Wed Mar 21 16:10:58 2007 From: dmbeethe at fedex.com (Don Beethe) Date: Wed, 21 Mar 2007 15:10:58 -0500 Subject: [rt-users] Ticket creation problem In-Reply-To: <20070321184950.8F3DE4D81E8@diesel.bestpractical.com> Message-ID: Has anyone else seen the following in the rt.log: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 67, line 225. (/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:67) Users are saying they are getting an email for a ticket, but when they try to click on the link, it says it can't find the ticket. When I look in the log, I see this. Any ideas on what is going on? From kellermg at potsdam.edu Wed Mar 21 16:16:59 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Wed, 21 Mar 2007 16:16:59 -0400 Subject: [rt-users] 10 highest tickets I own or are CC'd on In-Reply-To: <78926d250703211149g792a7611yb1c53989254c9cfd@mail.gmail.com> References: <580b3900703210656s27f5c47ck69012cd62fc0848d@mail.gmail.com> <1174487762.4054.56.camel@mlap> <580b3900703211046u75307e67ifcddbbe8270bf324@mail.gmail.com> <1174500625.4054.81.camel@mlap> <1174500791.4054.83.camel@mlap> <78926d250703211124v8416f73w2c3d8f38c19e523e@mail.gmail.com> <1174501682.4054.85.camel@mlap> <78926d250703211134i7079bfcfue9c36dd28e24b2e0@mail.gmail.com> <1174502646.4054.92.camel@mlap> <78926d250703211149g792a7611yb1c53989254c9cfd@mail.gmail.com> Message-ID: <1174508219.4054.101.camel@mlap> If I did, it would say CustomField.{Cc.id} On Wed, 2007-03-21 at 14:49 -0400, slamp slamp wrote: > did you happen to create a custom field called Cc.id? if not, how come > mine comes up unknown field. > > On 3/21/07, Matthew Keller wrote: > Yes, that's a global. I have dozens of custom global saved > searches that > use this. I don't know what version it was introduced, RT > 3.6.something > was my first (currently 3.6.3). Our "Highest priority" is > actually: > > (Cc.id = '__CurrentUser__' OR AdminCc.id = '__CurrentUser__' > OR > Requestor.id = '__CurrentUser__' OR Owner = '__CurrentUser__') > AND > (Status = 'new' OR Status = 'open' OR Status = 'stalled') > > > On Wed, 2007-03-21 at 14:34 -0400, slamp slamp wrote: > > when you say global what do you mean? i saved the search > under "RT > > System's saved searches" not in My saved searches. > > > > On 3/21/07, Matthew Keller wrote: > > __CurrentUser__ will expand properly in Global saved > searches, > > but not > > in personal or group. > > > > On Wed, 2007-03-21 at 14:24 -0400, slamp slamp > wrote: > > > that wouldn't work either. i have been trying for > some time > > now with > > > no luck. for some reason specifying an actual > value instead > > of > > > __CurrentUser__ works but not __CurrentUser__ > > > > > > The only thing that worked for me was something > like Cc LIKE > > ' > > > johndoe at domain.com' . Cc.id = '__CurrentUser__' > comes up > > with Unknown > > > field: Cc.id (in query builder) > > > > > > On 3/21/07, Matthew Keller > wrote: > > > and the "AND" should be an "OR" if you > didn't pick > > up on that. > > > > > > On Wed, 2007-03-21 at 14:10 -0400, Matthew > Keller > > wrote: > > > > Sorry... Cc.id (second 'c' is > lowercased). > > > > > > > > On Wed, 2007-03-21 at 13:46 -0400, Chris > Allermann > > wrote: > > > > > I keep getting the following error > message when > > I try it: > > > > > > > > > > Unknown field: CC.id > > > > > > > > > > Any suggestions? > > > > > > > > > > On 3/21/07, Matthew Keller < > > kellermg at potsdam.edu> wrote: > > > > > > blahblahblah > > > > > > AND CC.id = '__CurrentUser__' > > > > > > > > > > > > > > > > > > On Wed, 2007-03-21 at 09:56 -0400, > Chris > > Allermann > > > wrote: > > > > > > > Does anybody know how to modify > the "10 > > highest > > > tickets I own" search > > > > > > > to also include tickets you are > CC'd on? > > > > > > > > > > > > > > I know how to make the actual > modification > > to the > > > search but I am > > > > > > > having some trouble coming up with > the right > > TicketSQL > > > statement to > > > > > > > make the search work. > > > > > > > > > > > > > > Any help would be 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 > > > > > > > > > > > > > > > > > > _______________________________________________ > > > > > > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > > > Community help: > http://wiki.bestpractical.com > > > > > Commercial support: > 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 chaim.rieger at gmail.com Wed Mar 21 16:33:53 2007 From: chaim.rieger at gmail.com (chaim rieger) Date: Wed, 21 Mar 2007 13:33:53 -0700 Subject: [rt-users] Ticket creation problem In-Reply-To: References: Message-ID: <460196B1.8040406@gmail.com> Don Beethe wrote: > Has anyone else seen the following in the rt.log: > DBD::mysql::st execute failed: MySQL server has gone away at > /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 67, > line 225. > (/usr/lib/perl5/site_perl/5.8.5/Apache/Session/Store/DBI.pm:67) > > Users are saying they are getting an email for a ticket, but when they > try to click on the link, it says it can't find the ticket. When I look > in the log, I see this. > Any ideas on what is going on? > > ive seen it a few times, but not in the past year. did your mysql shutdown and get restarted ? do you connect via sock or username-passwd ? it means that perl could not connect to your db, thats it. now the reason .... -- -- Chaim Rieger From ruslan.zakirov at gmail.com Wed Mar 21 18:01:04 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 22 Mar 2007 01:01:04 +0300 Subject: [rt-users] RTx::Shredder time gap between tickets wipeout In-Reply-To: References: Message-ID: <589c94400703211501k26a370b1re943d1fc63c1f594@mail.gmail.com> I really have no idea. Could you run shredder CLI with Devel::DProf? On 3/17/07, Konstantin Naryzhniy wrote: > Hi again! > > I tried turning postfix and apache off and run shredder again. > What I found out is really strange. > > During this gap (again - it occurs right before each top level object is > processed) there are no processes in mysql, i.e. the SHOW PROCESSLIST > command in mysql shows sleeping connection from rt_user. > However, when I run the top command in shell, there is a perl process that > eats 50% of CPU!!! And it does that precisely during this gap (20 seconds > average). When the Shredder warnings start appearing, the mysqld process > takes over CPU and RAM. > > When the top level object is wiped out, before going to the next one, > Shredder again somehow calls the perl process and so on. > > Ruslan, please, tell me why does this happen? > > I never mentioned that, but we do have a clone RT with only 500 tickets for > scrip testing and on that instance the Shredder runs almost instantly. > > I would really appreciate your advice on 'perl' gap thing. > > Kostya. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Konstantin > Naryzhniy > Sent: Friday, March 16, 2007 7:09 PM > To: 'Ruslan Zakirov' > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RTx::Shredder time gap between tickets wipeout > > So, well, do you suggest that I reinstall Shredder? > Not quite sure how to uninstall it once it's up... > > If you commit things once - what event do "warning wiped out" > lines refer to in the log? And how many times the dump file is written per > one top level object? > > I also plan to try running Shredder with Postfix and Apache off. I slightly > hope that that'll speed things up a bit, since there's going to be no > queries committed simultaneously with Shredder. > > I'll report on results of this. > > Ruslan, thanks again for your great tool! > > Kostya > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Friday, March 16, 2007 6:56 PM > To: Konstantin Naryzhniy > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RTx::Shredder time gap between tickets wipeout > > On 3/16/07, Konstantin Naryzhniy wrote: > > Hello Ruslan! > > Thanks for your rapid reply. > > > > I have added one of the indices you've suggested (we do not have Custom > > Fields yet and the ACL table is relatively small and doesn't appear in > slow > > queries log). > > > > I do not think that the delay is caused by the committing transaction. > > Actually, the gap has to deal with the previous ticket, rather that the > next > > one. I mean that this delay first happens right after when I confirm the > "Do > > you want to proceed? [y/N]" prompt and before the first warning line > > appears. > Huh, that's kinda a ringing bell that's I've screwed up something and > that's actually problem in the shredder. > > > > > Could you please explain what happens before the first warning is sent to > > output? I am no programmer to dig into the source code)) > > > > Are the DELETE statement in the Shredder committed one by one or are they > > committed in a single "package" after all the records in DB tables were > > found? > I commit things once per ticket or per user, depends on what top level > objects are. Top level objects are objects you select with a plugin. > > > > > thanks, > > Kostya > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 rmroland at indiana.edu Wed Mar 21 08:07:16 2007 From: rmroland at indiana.edu (Roland, Ryan Michael) Date: Wed, 21 Mar 2007 08:07:16 -0400 Subject: [rt-users] RT System Monitoring In-Reply-To: <46001FAE.70403@gmail.com> References: <400012.8915.qm@web32706.mail.mud.yahoo.com><45FFBF23.9050401@ccdc.cam.ac.uk> <46001FAE.70403@gmail.com> Message-ID: <113936564F6A4F44AB573FE26FDF598F018A5514@iu-mssg-mbx101.ads.iu.edu> We're building up our second generation RT server. As we do so, we want to be intentional about our monitoring of this server. We are looking to create two types of monitoring: realtime and periodical (daily or weekly). Some examples we're currently planning: Periodical - DB size - HDD space - email log Realtime - System Memory/Proc usage - RT usage (possible?) - # of currently logged in users - list of currently logged in users - Sent/Rcvd Email Count - Open tix per queue If anyone can give me some additional examples of things they are monitoring on their RT servers, I would appreciate it. I would also be grateful of any help confirming if it is possible (and then how) to monitor the aforementioned RT items. Thank you, Ryan Roland Network & Security Administrator Information Technology Division of Recreational Sports Indiana University From gleduc at mail.sdsu.edu Wed Mar 21 20:04:53 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 21 Mar 2007 17:04:53 -0700 Subject: [rt-users] Critical webmux.pl error Message-ID: <6.2.1.2.2.20070321164214.02f140e0@mail.sdsu.edu> Hi All, I've been seeing these errors in my Apache log about 1-2 times per day. Any ideas as to what might be wrong? RT is still functioning, but these make me nervous. [crit]: Apache2::RequestIO::rflush: (130) Software caused connection abort at /opt/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 1029 (/opt/local/bin/webmux.pl:125) Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From gleduc at mail.sdsu.edu Wed Mar 21 20:13:01 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Wed, 21 Mar 2007 17:13:01 -0700 Subject: [rt-users] Action on "queue transfer" In-Reply-To: <6.2.3.4.2.20070314132834.03bc7908@po14.mit.edu> References: <6.2.1.2.2.20070313161022.02c794e0@mail.sdsu.edu> <6.2.3.4.2.20070314120621.03bcb150@po14.mit.edu> <6.2.1.2.2.20070314101853.02c398e0@mail.sdsu.edu> <6.2.3.4.2.20070314132834.03bc7908@po14.mit.edu> Message-ID: <6.2.1.2.2.20070321165854.02f32f80@mail.sdsu.edu> Thanks for your example code, Stephen. At 10:34 AM 3/14/2007, Stephen Turner wrote: You need a bit more - there's nothing in that code that will restrict the scrip to queue change transactions. This should do it: >{return $self->TransactionObj->Type eq "Set" > && $self->TransactionObj->Field eq "Queue" > && $self->TransactionObj->OldValue eq "nnn" ;} > >nnn is the ID of the queue, rather than the name Can you tell me how to translate a Queue name ("DMCA") into a Queue ID number from within a scrip condition? I need to compare it to the OldValue on a transaction. I know that the ID for this queue is 6, but I don't like hard-coding buried linkage stuff into routines. -- Gene LeDuc, GSEC Security Analyst San Diego State University From rwerner at usscript.com Wed Mar 21 20:28:24 2007 From: rwerner at usscript.com (Robert G. Werner) Date: Wed, 21 Mar 2007 17:28:24 -0700 Subject: [rt-users] LargeAttachments ... Message-ID: <4601CDA8.4020205@usscript.com> Does anyone have any way to make RT fail noisily when someone attaches a file that is too large to a ticket? I'm running RT 3.6.3 with MySQL as the back end. I've set my max_packet size to be 2MB (a reasonable size IMO). I also set MaxAttachmentSize to be 2097152 I would like my users (whether they are using the web interface or email) to get notified that their attachment will not be part of the ticket they are creating. If I need to create an overlay to trap this condition, Any suggestions as to where to start? I took a look at Attachmet_Overlay.pm but I don't see any easy way to get an error back out to the user. -- Robert G. Werner (Network Systems Administrator) rwerner at usscript.com 559.244.3734 You know you're a little fat if you have stretch marks on your car. -- Cyrus, Chicago Reader 1/22/82 From sashag at austbrokers.com.au Thu Mar 22 01:12:00 2007 From: sashag at austbrokers.com.au (Sasha Gerrand) Date: Thu, 22 Mar 2007 16:12:00 +1100 Subject: [rt-users] help getting template display of date to drop hours In-Reply-To: <4600438D.8010705@lbl.gov> References: <4600438D.8010705@lbl.gov> Message-ID: <11C1048FB499954D9C888EF15148AF0C9F8D33@austbdc.austbrok.local> Hi, It's hard to know without seeing the code you are trying to write. Just access $year, $month and $mday - don't use $hour, $min or $sec in your output/functions. Regards, Sasha Sasha Gerrand Web & Database Developer Austbrokers Holdings Limited Level 21, 111 Pacific Highway North Sydney NSW 2060 PO Box 1813 North Sydney NSW 2060 Ph: 02 9935 2230 Mobile: 0431 895 718 Email: sashag at austbrokers.com.au Web: http://www.austbrokers.com.au NOTICE If you are not an authorised recipient of this email, please contact Austbrokers Holdings immediately by return e-mail or by telephone on +61-2-4920-6117. In this case, you should not read, print, re-transmit, store or act on this e-mail or any attachments. Please destroy the message and attachments. This e-mail and any attachments are confidential and may contain legally privileged information and/or copyright material of Austbrokers Holdings or third parties. You should only re-transmit, distribute or commercialise the material if you are authorised to do so. Internet e-mails are not necessarily secure, Austbrokers Holdings does not accept responsibility for changes made to this message after it was sent. This Notice should not be removed. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, 21 March 2007 7:27 AM To: RT users group Subject: [rt-users] help getting template display of date to drop hours To all, I'm having trouble getting my display of some dates to drop the hours and minutes. Does anyone have some helpful code they would like to share? 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 theillien at yahoo.com Thu Mar 22 02:35:58 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 22 Mar 2007 02:35:58 -0400 Subject: [rt-users] SQL Query Help Message-ID: <460223CE.2020406@yahoo.com> I'm trying to write a query the the FromSQL method. I need to create an object contains tickets in our CustomerCare queue and that have either been worked on or resolved in the last week (which will be based on the date the script is run, not the last week from now). This is what I have so far $tix->FromSQL('Queue = "CustomerCare" AND Status = "resolved" OR Status = "open"'); I'm thinking I need to add something like "AND (Created > $startDate AND LastUpdated < $endDate) OR Resoved > $startDate". Basically, I don't really care when it was created. I just need the transactions that were added between a start date and an end date. That makes me think the above snippets are both wrong. I have been trying to use the Query Builder to get this accomplished but it doesn't seem to support both AND and OR requests in the same query. Changing the aggregator changes it for the entire query, not just one line. Selecting the Aggregator prior to adding a new criteria does the same thing. Can anyone help me out with this? Mathew From bekeny-rt at docca.hu Thu Mar 22 05:27:31 2007 From: bekeny-rt at docca.hu (BALINT Bekeny) Date: Thu, 22 Mar 2007 10:27:31 +0100 Subject: [rt-users] How should I translate? Message-ID: Hello list, I've made a big RT customization for one of our customers. I used the standard localization methods (loc, <&|/l&>, etc.), so I have many new English strings to translate in my source. I would like to translate these (to Hungarian) but I have problems. I tried to find a documentation or a wiki entry about it but I wasn't successful. Where can I find these if there are any? My problem is that I have the old hu.po file, and I want to upgrade it with the new strings, but I can't. I tried to do it with the command: xgettext.pl -o hu.po -D /opt/rt3/ But unfortunately it isn't working for me. How should I do it? Is there any common method? I can edit the result hu.po file with poedit, can't I? My other question is where to put the finished translation file under local tree. Or should I overwrite the original one? (I don't think so.) I would be grateful for any helpful comments. It is urgent for me because the deadline is coming soon. :) I would make a wiki entry if I got clear answers. Thanks, -- Bekeny From BKO at schilling.dk Thu Mar 22 06:48:23 2007 From: BKO at schilling.dk (Brian Kjelin Olsen) Date: Thu, 22 Mar 2007 11:48:23 +0100 Subject: SV: [rt-users] How should I translate? Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F76E4@mia> Hi Bekeny Extract all new texts with "make regenerate-catalogs" from within your source directory of rt. We used poEdit for translation of the po files in the Nordic languages. It contains a bug that didn't allow us to save the work to the same file, so we gave the file a new name every time we saved (we used "Save as"). When we were done with the translation, we copied (and renamed) the file to the source directory of RT. To install the new po files (and other new files as well) simply run an update (eg. "make upgrade"). Remember to restart the web service. Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S -----Oprindelig meddelelse----- Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne af BALINT Bekeny Sendt: 22. marts 2007 10:28 Til: RT Users Emne: [rt-users] How should I translate? Hello list, I've made a big RT customization for one of our customers. I used the standard localization methods (loc, <&|/l&>, etc.), so I have many new English strings to translate in my source. I would like to translate these (to Hungarian) but I have problems. I tried to find a documentation or a wiki entry about it but I wasn't successful. Where can I find these if there are any? My problem is that I have the old hu.po file, and I want to upgrade it with the new strings, but I can't. I tried to do it with the command: xgettext.pl -o hu.po -D /opt/rt3/ But unfortunately it isn't working for me. How should I do it? Is there any common method? I can edit the result hu.po file with poedit, can't I? My other question is where to put the finished translation file under local tree. Or should I overwrite the original one? (I don't think so.) I would be grateful for any helpful comments. It is urgent for me because the deadline is coming soon. :) I would make a wiki entry if I got clear answers. Thanks, -- Bekeny _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From rfh at pipex.net Thu Mar 22 08:02:19 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 22 Mar 2007 12:02:19 +0000 Subject: [rt-users] Anyone used sql relay with rt Message-ID: <4602704B.80702@pipex.net> Hi; Anyone using sql relay with mssql5 ?? I am looking into using it to redirect Content like searches to a myism copy of the database with full text indexing ?? ideas / thoughts Roy From ruslan.zakirov at gmail.com Thu Mar 22 08:24:41 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 22 Mar 2007 15:24:41 +0300 Subject: [rt-users] SQL Query Help In-Reply-To: <460223CE.2020406@yahoo.com> References: <460223CE.2020406@yahoo.com> Message-ID: <589c94400703220524g3c97b5a6xb29819ccae1c027@mail.gmail.com> Different aggregator on the same level are ambiguous and you have to use parentheses to group things by aggregator. On 3/22/07, Mathew Snyder wrote: > I'm trying to write a query the the FromSQL method. I need to create an object > contains tickets in our CustomerCare queue and that have either been worked on > or resolved in the last week (which will be based on the date the script is run, > not the last week from now). > > This is what I have so far > $tix->FromSQL('Queue = "CustomerCare" AND Status = "resolved" OR Status = "open"'); > > I'm thinking I need to add something like "AND (Created > $startDate AND > LastUpdated < $endDate) OR Resoved > $startDate". Basically, I don't really > care when it was created. I just need the transactions that were added between > a start date and an end date. That makes me think the above snippets are both > wrong. > > I have been trying to use the Query Builder to get this accomplished but it > doesn't seem to support both AND and OR requests in the same query. Changing > the aggregator changes it for the entire query, not just one line. Selecting > the Aggregator prior to adding a new criteria does the same thing. > > Can anyone help me out with this? > > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ktm at rice.edu Thu Mar 22 08:28:23 2007 From: ktm at rice.edu (Kenneth Marshall) Date: Thu, 22 Mar 2007 07:28:23 -0500 Subject: [rt-users] Anyone used sql relay with rt In-Reply-To: <4602704B.80702@pipex.net> References: <4602704B.80702@pipex.net> Message-ID: <20070322122823.GE8214@it.is.rice.edu> On Thu, Mar 22, 2007 at 12:02:19PM +0000, Roy El-Hames wrote: > Hi; > Anyone using sql relay with mssql5 ?? > I am looking into using it to redirect Content like searches to a myism > copy of the database with full text indexing ?? > ideas / thoughts > > Roy Roy, If you are not required to use MSSQL as the DB backend, you might consider using PostgreSQL with full text index support. It is a contrib module called tsearch2 which is installed by default on the Windows version, I think. This would avoid having to doing the DB hokey-pokey just to use FTI. Ken From rfh at pipex.net Thu Mar 22 08:58:53 2007 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 22 Mar 2007 12:58:53 +0000 Subject: [rt-users] Anyone used sql relay with rt In-Reply-To: <20070322122823.GE8214@it.is.rice.edu> References: <4602704B.80702@pipex.net> <20070322122823.GE8214@it.is.rice.edu> Message-ID: <46027D8D.4050801@pipex.net> Sorry .. I meant Mysql not Mssql Roy Kenneth Marshall wrote: > On Thu, Mar 22, 2007 at 12:02:19PM +0000, Roy El-Hames wrote: > >> Hi; >> Anyone using sql relay with mssql5 ?? >> I am looking into using it to redirect Content like searches to a myism >> copy of the database with full text indexing ?? >> ideas / thoughts >> >> Roy >> > > Roy, > > If you are not required to use MSSQL as the DB backend, you might > consider using PostgreSQL with full text index support. It is a > contrib module called tsearch2 which is installed by default on > the Windows version, I think. This would avoid having to doing > the DB hokey-pokey just to use FTI. > > Ken > > From konstantinn at parallels.com Thu Mar 22 10:24:42 2007 From: konstantinn at parallels.com (Konstantin Naryzhniy) Date: Thu, 22 Mar 2007 17:24:42 +0300 Subject: [rt-users] RTx::Shredder time gap between tickets wipeout In-Reply-To: <589c94400703211501k26a370b1re943d1fc63c1f594@mail.gmail.com> Message-ID: Hi Ruslan! Thanks for the tip, but I'm still not sure what to do. Here's what I got using DPRof. In attachment I list the full cycle for deleting 2 tickets including Shredder's log. [root at rtlocal sbin]# perl -d:DProf rtx-shredder --plugin "Tickets=status,deleted;limit,2" .... [Thu Mar 22 14:14:10 2007] [warning]: RT::Ticket-21251 wiped out (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) [Thu Mar 22 14:14:52 2007] [warning]: RT::CachedGroupMember-283631 wiped out (/work/opt/rt3/local/lib/RTx/Shredder/Record.pm:198) .... [root at rtlocal sbin]# dprofpp -u Total Elapsed Time = 132.7458 Seconds User Time = 34.69583 Seconds Exclusive Times %Time ExclSec CumulS #Calls sec/call Csec/c Name 23.6 8.214 10.053 238190 0.0000 0.0000 DBIx::SearchBuilder::Record::LoadF romHash 17.0 5.923 8.124 238854 0.0000 0.0000 DBI::st::fetchrow_hashref 8.36 2.899 2.899 729 0.0040 0.0040 DBI::st::execute 7.36 2.553 3.599 238338 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::_primary_RecordCache_key 5.71 1.980 1.980 365 0.0054 0.0054 Cache::Simple::TimedExpiry::expire 4.87 1.691 1.691 238854 0.0000 0.0000 DBI::st::fetch 4.74 1.645 21.221 238190 0.0000 0.0001 DBIx::SearchBuilder::Record::Cacha ble::LoadFromHash 4.59 1.594 3.483 238127 0.0000 0.0000 DBIx::SearchBuilder::Unique::AddRe cord 4.25 1.473 2.285 478207 0.0000 0.0000 DBIx::SearchBuilder::Record::_Prim aryKey 4.23 1.469 1.469 481148 0.0000 0.0000 RT::Base::CurrentUser 4.19 1.454 3.740 477933 0.0000 0.0000 DBIx::SearchBuilder::Record::Id 4.01 1.392 1.991 238343 0.0000 0.0000 Cache::Simple::TimedExpiry::store 3.37 1.169 9.523 238234 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::_store 3.29 1.143 1.143 716545 0.0000 0.0000 RT::Record::_PrimaryKeys 3.27 1.134 1.507 238612 0.0000 0.0000 DBIx::SearchBuilder::Record::Cacha ble::_RecordCache Does this clear anything to you? Thanks, Kostya. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: dprofpp.lg Type: application/octet-stream Size: 9448 bytes Desc: not available URL: From gleduc at mail.sdsu.edu Thu Mar 22 13:31:13 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 22 Mar 2007 10:31:13 -0700 Subject: [rt-users] Preventing Autoreply for certain queues Message-ID: <6.2.1.2.2.20070322095658.02cd7470@mail.sdsu.edu> Hi All, I want to create tickets in a queue without generating an Autoreply. Or an error in my logs. But I don't want to modify the Global templates or scrips to do so. How do I create an Autoreply template that behaves like the Global Blank template? The blank Autoreply template I created generates the following message in my error log "[error]: error: unexpected end of header". The Content field for my blank Autoreply template in the database is an empty blob, same as the Global Blank template. I even set the description the same "A blank template". Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From gleduc at mail.sdsu.edu Thu Mar 22 15:08:56 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 22 Mar 2007 12:08:56 -0700 Subject: [rt-users] Critical webmux.pl error In-Reply-To: <6.2.1.2.2.20070321164214.02f140e0@mail.sdsu.edu> References: <6.2.1.2.2.20070321164214.02f140e0@mail.sdsu.edu> Message-ID: <6.2.1.2.2.20070322120345.02d53ed0@mail.sdsu.edu> Follow up to my post on this error message. It seems to be triggered by interrupting web output. Specifically, if I go into a ticket that takes a while to finish displaying, and then click on the Basics link before the data has finished transferring to the browser, I get the error message. If I let the browser progress bar finish before clicking Basics, no error message. At 05:04 PM 3/21/2007, I wrote: >Hi All, > >I've been seeing these errors in my Apache log about 1-2 times per >day. Any ideas as to what might be wrong? RT is still functioning, but >these make me nervous. > >[crit]: Apache2::RequestIO::rflush: (130) Software caused connection abort >at /opt/local/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line >1029 (/opt/local/bin/webmux.pl:125) -- Gene LeDuc, GSEC Security Analyst San Diego State University From m3freak at thesandhufamily.ca Thu Mar 22 15:49:51 2007 From: m3freak at thesandhufamily.ca (Kanwar Ranbir Sandhu) Date: Thu, 22 Mar 2007 15:49:51 -0400 Subject: [rt-users] Error when custom field used Message-ID: <1174592991.6444.26.camel@krs> Hello All, I've been getting the following errors when I update a ticket's basic attributes: User asked for an unknown update type for custom field Applications for RT::Ticket object # User asked for an unknown update type for custom field Linux Distribution for RT::Ticket object # After the "#" is the number of the ticket I'm working on at the time. I didn't used to get this error, and I don't recall doing anything that would produce it. I have noticed that when I choose an item from the list "Linux Distributions" and click "Save Changes", the choice doesn't stick the first time. I have to go back and do it again in order to save the change. Each time I see the errors. There's nothing in the rt, mysql, or apache logs that would indicate a problem (unless I'm just not seeing the error in the logs). Does anyone have any tips/recommendations on where I should look to resolve it? Also, is the error something I should worry about? That is, is the DB messed? Details: RT 3.6.0 CentOS 4.4 x86 FastCGI mysql-4.1.20-1.RHEL4.1 mysql-server-4.1.20-1.RHEL4.1 Thanks, Ranbir -- Kanwar Ranbir Sandhu Linux 2.6.19-1.2911.6.5.fc6 i686 GNU/Linux 15:42:09 up 10 days, 9:00, 2 users, load average: 0.85, 0.53, 0.34 From gleduc at mail.sdsu.edu Thu Mar 22 16:40:41 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Thu, 22 Mar 2007 13:40:41 -0700 Subject: [rt-users] Preventing Autoreply for certain queues In-Reply-To: <4602C0E4.4060200@gmail.com> References: <6.2.1.2.2.20070322095658.02cd7470@mail.sdsu.edu> <4602C0E4.4060200@gmail.com> Message-ID: <6.2.1.2.2.20070322133823.02d6bc00@mail.sdsu.edu> It was getting to be a pain trying to work around the defaults, so I followed your lead and disabled them all. Works exactly the way I want it now, thanks for the advice. At 10:46 AM 3/22/2007, chaim rieger wrote: >Gene LeDuc wrote: >>I want to create tickets in a queue without generating an Autoreply. >>Or an error in my logs. But I don't want to modify the Global templates >>or scrips to do so. >> >>How do I create an Autoreply template that behaves like the Global Blank >>template? The blank Autoreply template I created generates the following >>message in my error log "[error]: error: unexpected end of header". The >>Content field for my blank Autoreply template in the database is an empty >>blob, same as the Global Blank template. I even set the description the >>same "A blank template". >i dont know if global has precedence on per-queue-scrip >i disabled all my global scrips, and only have autoreply (on create, >correspond, etc...) for the queues that i need them, >ie. the cron queue doesnt get an autoreply. -- Gene LeDuc, GSEC Security Analyst San Diego State University From jmctavish at matrixorbital.ca Thu Mar 22 17:42:56 2007 From: jmctavish at matrixorbital.ca (James McTavish) Date: Thu, 22 Mar 2007 15:42:56 -0600 Subject: [rt-users] Custom field content not loading Message-ID: <66203635-71EA-471A-8044-2405595A1A99@matrixorbital.ca> Recently I've upgraded to 3.6.3 and custom fields have stopped working. The error it gives me is: error: Can't call method "Content" on an undefined value at /var/ www/rt/htdocs/rt/Elements/ShowCustomFields line 89, line 100. context: ... 85: ); 86: if ( $m->comp_exists( $comp ) ) { 87: $m->comp( $comp, Object => $value ); 88: } else { 89: $m->print( $value->Content ); 90: } 91: $m->out('') if $linked; 92: 93: # This section automatically populates a div with the "IncludeContentForValue" for this custom ... code stack: /var/www/rt/htdocs/rt/Elements/ShowCustomFields:89 /var/www/rt/htdocs/rt/Ticket/Elements/ShowCustomFields:46 /var/www/rt/htdocs/rt/Ticket/Elements/ShowSummary:59 /var/www/rt/htdocs/rt/Widgets/TitleBox:49 /var/www/rt/htdocs/rt/Ticket/Elements/ShowSummary:60 /var/www/rt/htdocs/rt/Ticket/Display.html:56 /var/www/rt/htdocs/rt/Widgets/TitleBox:49 /var/www/rt/htdocs/rt/Ticket/Display.html:57 /var/www/rt/htdocs/rt/autohandler:292 It seems that there is no "Content" field in $value. I traced the problem back to Line 1860 of Record.pm in the LoadCustomFieldByIdentifier sub: elsif ($field =~ /^\d+$/) { $cf = RT::CustomField->new($self->CurrentUser); $cf->Load($field); } else { And the $cf->Load($field) isn't working to what I expect. $field is defined and correct, but there is no 'Content' field, or even anything with what the custom field should contain. I'm at a loss from this point. I'm not sure which Load is being called, so I'm unable to trace it back any further. Any help would be greatly appreciated. -- James McTavish Director of Research and Development Matrix Orbital (403)229-2737x160 From rshupe at gmail.com Thu Mar 22 17:51:03 2007 From: rshupe at gmail.com (Rob Shupe) Date: Thu, 22 Mar 2007 16:51:03 -0500 Subject: [rt-users] AD Authentication/Single Signon Issues Message-ID: <69aaf7b40703221451wbe299f5tc9835d118e8ac50c@mail.gmail.com> I know this concept has been beaten to death, as I've dug through many many posts today related to the issue in the archives. Unfortunately, I can't find an answer to my specific question so here goes. I was able to get Active Directory authentication to work through LDAP using the guide at http://wiki.bestpractical.com/index.cgi?LDAP. I also have accounts being auto-created for new users. The only thing that still doesn't seem to happen is a single signon. I can type in a username and password and it will authenticate against active directory just fine, I just can't get it to go automatically if someone has already logged into their workstation. No matter what, I always have to login at the login page. >From the guide I can't exactly tell if it's supposed to even do a single signon, but I'd like to know if the possibility exists and how to go about doing it. I know there is also this guide http://blank.org/memory/output/rt-ad-sso.html but it seems to be older (for Apache 1, older version of RT, etc.) and I've already implemented the other solution, so I'm trying to make the other solution work but still have single signon. Any suggestions would be appreciated. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rgurung at cait.org Thu Mar 22 17:51:19 2007 From: rgurung at cait.org (Raj K Gurung) Date: Thu, 22 Mar 2007 16:51:19 -0500 Subject: [rt-users] RT363 - Problem logging to log file Message-ID: <1174600279.8838.4.camel@zod> Recently I installed RT363 in FC6. I changed RT_SiteConfig.pm file to log to logfile. But I could not see any logs in the logfile. Here goes my configuration Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , undef); Set($LogDir, '/var/log/rt3/'); Set($LogToFileNamed , "rt.log"); Is there any thing missing or to be added. This conf didn't help either. @LogToSyslogConf = ( socket => 'inet'); Thanks in advance, raj From chaim.rieger at gmail.com Thu Mar 22 18:45:24 2007 From: chaim.rieger at gmail.com (chaim rieger) Date: Thu, 22 Mar 2007 15:45:24 -0700 Subject: [rt-users] RT363 - Problem logging to log file In-Reply-To: <1174600279.8838.4.camel@zod> References: <1174600279.8838.4.camel@zod> Message-ID: <46030704.7060807@gmail.com> Raj K Gurung wrote: > Recently I installed RT363 in FC6. I changed RT_SiteConfig.pm file to > log to logfile. But I could not see any logs in the logfile. Here goes > my configuration > > > Set($LogToSyslog , 'debug'); > Set($LogToScreen , 'error'); > Set($LogToFile , undef); > Set($LogDir, '/var/log/rt3/'); > Set($LogToFileNamed , "rt.log"); > > Is there any thing missing or to be added. This conf didn't help > either. > @LogToSyslogConf = ( socket => 'inet'); > > Thanks in advance, > raj > > _______________________________________________ > does /var/log/rt3 exists, does the RT_User have permissions to write to /var/log/rt3/rt.log ? -- -- Chaim Rieger From compbio at inbox.com Thu Mar 22 23:55:04 2007 From: compbio at inbox.com (Steve Ao) Date: Thu, 22 Mar 2007 19:55:04 -0800 Subject: [rt-users] disappearing queues Message-ID: Using RT 3.5.7. on FC5. Nothing reported missing on make test. Installed and in "production". However, a problem has arisen. For a new project, I created a group and added existing privileged users. I created a 2 Queues for the project and assigned that Group: CommentOnTicket, CreateTicket, ModifyTicket, OwnTicket, ReplyToTicket, SeeQueue, ShowTicket, ShowTicketComments, StealTicket, TakeTicket on those Queues. When any one of those users logs into RT, the Queues do not appear simultaneously, if at all, in the "Quick Ticket Creation" or "New Ticket"(upper right) drop downs. It is almost a different set of the 2, whenever the page is refreshed. Logging out and logging back in again makes no difference. What to do? TIA ____________________________________________________________ FREE 3D EARTH SCREENSAVER - Watch the Earth right on your desktop! Check it out at http://www.inbox.com/earth From sashag at austbrokers.com.au Fri Mar 23 03:17:16 2007 From: sashag at austbrokers.com.au (Sasha Gerrand) Date: Fri, 23 Mar 2007 18:17:16 +1100 Subject: [rt-users] RT363 - Problem logging to log file In-Reply-To: <46030704.7060807@gmail.com> References: <1174600279.8838.4.camel@zod> <46030704.7060807@gmail.com> Message-ID: <11C1048FB499954D9C888EF15148AF0C9F8D8B@austbdc.austbrok.local> Change the following and you should see output in the designated log file. The log file output was undefined previously. Set($LogToFile , 'debug'); Regards, Sasha Sasha Gerrand Web & Database Developer Austbrokers Holdings Limited Level 21, 111 Pacific Highway North Sydney NSW 2060 PO Box 1813 North Sydney NSW 2060 Ph: 02 9935 2230 Mobile: 0431 895 718 Email: sashag at austbrokers.com.au Web: http://www.austbrokers.com.au NOTICE If you are not an authorised recipient of this email, please contact Austbrokers Holdings immediately by return e-mail or by telephone on +61-2-4920-6117. In this case, you should not read, print, re-transmit, store or act on this e-mail or any attachments. Please destroy the message and attachments. This e-mail and any attachments are confidential and may contain legally privileged information and/or copyright material of Austbrokers Holdings or third parties. You should only re-transmit, distribute or commercialise the material if you are authorised to do so. Internet e-mails are not necessarily secure, Austbrokers Holdings does not accept responsibility for changes made to this message after it was sent. This Notice should not be removed. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of chaim rieger Sent: Friday, 23 March 2007 9:45 AM To: rgurung at cait.org Cc: RT Users Subject: Re: [rt-users] RT363 - Problem logging to log file Raj K Gurung wrote: > Recently I installed RT363 in FC6. I changed RT_SiteConfig.pm file to > log to logfile. But I could not see any logs in the logfile. Here goes > my configuration > > > Set($LogToSyslog , 'debug'); > Set($LogToScreen , 'error'); > Set($LogToFile , undef); > Set($LogDir, '/var/log/rt3/'); > Set($LogToFileNamed , "rt.log"); > > Is there any thing missing or to be added. This conf didn't help > either. > @LogToSyslogConf = ( socket => 'inet'); > > Thanks in advance, > raj > > _______________________________________________ > does /var/log/rt3 exists, does the RT_User have permissions to write to /var/log/rt3/rt.log ? -- -- Chaim Rieger _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From tomas.olaj at usit.uio.no Fri Mar 23 05:53:26 2007 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Fri, 23 Mar 2007 10:53:26 +0100 (CET) Subject: [rt-users] mod_fastcgi and mod_fcgid segfault's on certain tickets Message-ID: Hi, We're running 3.6.1 in production (the same applies to 3.6.3 in test), and Pg version 8.1.8, and FastCGI (mod_fcgi-2.4.2), and Perl 5.8.7. Sometimes we experience tickets that only shows ticket metadata, and not the whole ticket including history. Everything looks 'ok' in the database: rttest=# SELECT a.id,a.type,b.name,a.created from transactions a left join users b on a.creator = b.id where a.objectid = '71963' order by a.created; id | type | name | created ---------+--------------------+-----------+--------------------- 284098 | Create | user | 2005-09-27 09:05:15 1391471 | Create | user | 2007-01-10 13:33:44 1391473 | EmailRecord | RT_System | 2007-01-10 13:33:45 1391472 | EmailRecord | RT_System | 2007-01-10 13:33:45 1391487 | Take | user | 2007-01-10 13:36:27 1391489 | Set | user | 2007-01-10 13:36:42 1391603 | EmailRecord | RT_System | 2007-01-10 13:49:25 1391602 | Status | RT_System | 2007-01-10 13:49:25 1391601 | Correspond | user | 2007-01-10 13:49:25 1392035 | Correspond | user | 2007-01-10 15:00:02 1392036 | EmailRecord | RT_System | 2007-01-10 15:00:03 1396227 | Comment | user | 2007-01-11 13:18:34 1396228 | CommentEmailRecord | RT_System | 2007-01-11 13:18:35 1396300 | Correspond | user | 2007-01-11 13:29:39 1396301 | EmailRecord | RT_System | 2007-01-11 13:29:40 1396329 | EmailRecord | RT_System | 2007-01-11 13:37:11 1396328 | Give | user | 2007-01-11 13:37:11 1399462 | Correspond | user | 2007-01-12 09:07:58 1399463 | EmailRecord | RT_System | 2007-01-12 09:07:59 (19 rows) This is a serious problem. A short excerpt from thestrace of the mason handler process (only one running for the test) when a certain problem ticket try to load in a web-browser. When the mason handler process segfault's, a new one is created. --> time(NULL) = 1174556708 time(NULL) = 1174556708 stat64("/site/rt-3.6.3/local/lib/Text/Quoted.pmc", 0xbfffa550) = -1 ENOENT (No such file or directory) open("/site/rt-3.6.3/local/lib/Text/Quoted.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/rt-3.6.3/lib/Text/Quoted.pmc", 0xbfffa550) = -1 ENOENT (No such file or directory) open("/site/rt-3.6.3/lib/Text/Quoted.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Quoted.pmc", 0xbfffa550) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Quoted.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/5.8.7/Text/Quoted.pmc", 0xbfffa550) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/5.8.7/Text/Quoted.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Quoted.pmc", 0xbfffa550) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Quoted.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Quoted.pmc", 0xbfffa550) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Quoted.pm", O_RDONLY|O_LARGEFILE) = 9 ioctl(9, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfffa358) = -1 ENOTTY (Inappropriate ioctl for device) _llseek(9, 0, [0], SEEK_CUR) = 0 read(9, "package Text::Quoted;\nour $VERSI"..., 4096) = 4096 stat64("/site/rt-3.6.3/local/lib/Text/Autoformat.pmc", 0xbfffa0a0) = -1 ENOENT (No such file or directory) open("/site/rt-3.6.3/local/lib/Text/Autoformat.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/rt-3.6.3/lib/Text/Autoformat.pmc", 0xbfffa0a0) = -1 ENOENT (No such file or directory) open("/site/rt-3.6.3/lib/Text/Autoformat.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Autoformat.pmc", 0xbfffa0a0) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Autoformat.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/5.8.7/Text/Autoformat.pmc", 0xbfffa0a0) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/5.8.7/Text/Autoformat.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Autoformat.pmc", 0xbfffa0a0) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Autoformat.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Autoformat.pmc", 0xbfffa0a0) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Autoformat.pm", O_RDONLY|O_LARGEFILE) = 11 ioctl(11, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfff9ea8) = -1 ENOTTY (Inappropriate i octl for device) _llseek(11, 0, [0], SEEK_CUR) = 0 read(11, "package Text::Autoformat;\n\nuse s"..., 4096) = 4096 stat64("/site/rt-3.6.3/local/lib/Text/Reform.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) open("/site/rt-3.6.3/local/lib/Text/Reform.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/rt-3.6.3/lib/Text/Reform.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) open("/site/rt-3.6.3/lib/Text/Reform.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Reform.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Reform.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/5.8.7/Text/Reform.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/5.8.7/Text/Reform.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Reform.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Reform.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Reform.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Reform.pm", O_RDONLY|O_LARGEFILE) = 12 ioctl(12, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfff99f8) = -1 ENOTTY (Inappropriate ioctl for device) _llseek(12, 0, [0], SEEK_CUR) = 0 read(12, "package Text::Reform;\n\nuse stric"..., 4096) = 4096 brk(0) = 0xab0d000 brk(0xab2e000) = 0xab2e000 read(12, "ess $config->{numeric} =~ m/\\bAl"..., 4096) = 4096 read(12, "$config->{footer}, $config->{pag"..., 4096) = 4096 brk(0) = 0xab2e000 brk(0xab4f000) = 0xab4f000 read(12, "]}||\"\"\n\t\t\t\t: ${$_[$startidx++]}|"..., 4096) = 4096 read(12, "oter.=\"\\n\"\n\t\t\t\tif $lastfooter &&"..., 4096) = 4096 _llseek(12, 19355, [19355], SEEK_SET) = 0 _llseek(12, 0, [19355], SEEK_CUR) = 0 close(12) = 0 read(11, ";\n\n\t# SPECIAL IGNORANCE...\n\tif ("..., 4096) = 4096 stat64("/site/rt-3.6.3/local/lib/Text/Tabs.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) open("/site/rt-3.6.3/local/lib/Text/Tabs.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/rt-3.6.3/lib/Text/Tabs.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) open("/site/rt-3.6.3/lib/Text/Tabs.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Tabs.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Tabs.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/5.8.7/Text/Tabs.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) or directory) open("/site/rt-3.6.3/lib/Text/Tabs.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Tabs.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Tabs.pm", O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) stat64("/site/perl-5.8.7/lib/5.8.7/Text/Tabs.pmc", 0xbfff9bf0) = -1 ENOENT (No such file or directory) open("/site/perl-5.8.7/lib/5.8.7/Text/Tabs.pm", O_RDONLY|O_LARGEFILE) = 12 ioctl(12, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfff99f8) = -1 ENOTTY (Inappropriate ioctl for device) _llseek(12, 0, [0], SEEK_CUR) = 0 read(12, "\npackage Text::Tabs;\n\nrequire Ex"..., 4096) = 2291 brk(0) = 0xab4f000 brk(0xab70000) = 0xab70000 _llseek(12, 1098, [1098], SEEK_SET) = 0 _llseek(12, 0, [1098], SEEK_CUR) = 0 close(12) = 0 read(11, "\t}\n\t\t\tif ($args{case} =~ /highli"..., 4096) = 4096 read(11, "$tfield\";\n\t\t $newtext = (!$pa"..., 4096) = 4096 read(11, "ngth $2;\n\tmy $aindent = length $"..., 4096) = 4096 brk(0) = 0xab70000 brk(0xab91000) = 0xab91000 read(11, "ev) {\t# going down level(s)\n\t\tfo"..., 4096) = 4096 _llseek(11, 22231, [22231], SEEK_SET) = 0 _llseek(11, 0, [22231], SEEK_CUR) = 0 close(11) = 0 read(9, "low\" where we are right\n "..., 4096) = 3601 read(9, "", 4096) = 0 close(9) = 0 --- SIGSEGV (Segmentation fault) @ 0 (0) --- <-- This was testet using mod_fastcgi. We also tested mod_fcgi (latest snapshot) to see if we could reproduce the problem. It behaved different. Instead of only showing metadata as the mod_fastcgi did, we just got an "Internal Server Error" in web browser testing the same ticket. The httpd.conf configuration for fcgid: # This is for mod_fastcgi # Tell FastCGI to put its temporary files somewhere sane. # FastCgiIpcDir /tmp # FastCgiServer /site/rttest/bin/mason_handler.fcgi -idle-timeout 300 -processes 1 # This is for mod_fcgid SocketPath /tmp/fcgidsock SharememPath /tmp/fcgidshm DefaultInitEnv RAILS_ENV production IdleTimeout 300 MaxProcessCount 1 FCGIWrapper "/site/rttest/bin/mason_handler.fcgi" .fcgi >From Apache error.log: --> [Fri Mar 23 10:29:16 2007] [warn] mod_fcgid: Read data error, fastcgi server has close connection [Fri Mar 23 10:29:16 2007] [warn] (32)Broken pipe: mod_fcgid: ap_pass_brigade failed in handle_request function [Fri Mar 23 10:30:44 2007] [warn] mod_fcgid: Read data error, fastcgi server has close connection [Fri Mar 23 10:30:44 2007] [warn] (32)Broken pipe: mod_fcgid: ap_pass_brigade failed in handle_request function [Fri Mar 23 10:32:43 2007] [warn] mod_fcgid: Read data error, fastcgi server has close connection [Fri Mar 23 10:32:43 2007] [warn] (32)Broken pipe: mod_fcgid: ap_pass_brigade failed in handle_request function [Fri Mar 23 10:41:00 2007] [warn] mod_fcgid: Read data error, fastcgi server has close connection [Fri Mar 23 10:41:00 2007] [warn] (32)Broken pipe: mod_fcgid: ap_pass_brigade failed in handle_request function <-- Anyone with similar experience or suggestions? We have not tested the problem ticket crashing Fast CGI modules on mod_perl yet. It seems that there may be some strange combination in tichet that perhaps could crash Fast CGI?? All comments are appreciated a lot! best regards and cheers, Tomas -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From Juergen.Wendler at dimdi.de Fri Mar 23 09:44:13 2007 From: Juergen.Wendler at dimdi.de (=?iso-8859-1?Q?=22Wendler=2C_J=FCrgen=22?=) Date: Fri, 23 Mar 2007 14:44:13 +0100 Subject: [rt-users] CommandByEmail Message-ID: <2F0661D6B097BE4192927FB2171E7A29B0719B@galilei.pcnetz.dimdi.de> Hi Folks, 'got a question about Handling the CommandByEmail Extension of RT. I'm using RT Version 3.6.1 and installed the Extension properly. So far so good, but now I got the following Problem: When I try to use two or more Commands in one Email, only the first Command takes effect, the following Commands are ignored. It doesn't matter which commands I use (Subject, Status, TimeWorked, Due, Priority, etc.). I'll try it like this: Subject: Subject Changed for test issues Status: open TimeWorked: 10 Priority: 12 Anyone got an Idea why it doesn't work with more then one command? Greetings....J Wendler -------------- next part -------------- An HTML attachment was scrubbed... URL: From wjawor at Shopzilla.com Fri Mar 23 12:25:04 2007 From: wjawor at Shopzilla.com (Wojciech Jawor) Date: Fri, 23 Mar 2007 09:25:04 -0700 Subject: [rt-users] CommandByEmail In-Reply-To: <2F0661D6B097BE4192927FB2171E7A29B0719B@galilei.pcnetz.dimdi.de> Message-ID: <901230B7F495D14E8669D5A853DCF54E2949FA@szexchange.Shopzilla.inc> I had the same problem. This happens if you send your email in HTML format. Plain text works fine. I think it's a bug in the parser. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of "Wendler, J?rgen" Sent: Friday, March 23, 2007 6:44 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] CommandByEmail Hi Folks, 'got a question about Handling the CommandByEmail Extension of RT. I'm using RT Version 3.6.1 and installed the Extension properly. So far so good, but now I got the following Problem: When I try to use two or more Commands in one Email, only the first Command takes effect, the following Commands are ignored. It doesn't matter which commands I use (Subject, Status, TimeWorked, Due, Priority, etc.). I'll try it like this: Subject: Subject Changed for test issues Status: open TimeWorked: 10 Priority: 12 Anyone got an Idea why it doesn't work with more then one command? Greetings....J Wendler -------------- next part -------------- An HTML attachment was scrubbed... URL: From justin at cityfone.net Fri Mar 23 12:09:39 2007 From: justin at cityfone.net (Justin Zygmont) Date: Fri, 23 Mar 2007 09:09:39 -0700 Subject: [rt-users] mod_fastcgi and mod_fcgid segfault's on certain tickets In-Reply-To: References: Message-ID: <4603FBC3.2000505@cityfone.net> i've noticed a few problems when trying out with fcgid, so I had to stick with fastcgi. Never had a problem with it though. Tomas Olaj wrote: > > Hi, > > We're running 3.6.1 in production (the same applies to 3.6.3 in test), > and Pg version 8.1.8, and FastCGI (mod_fcgi-2.4.2), and Perl 5.8.7. > > Sometimes we experience tickets that only shows ticket metadata, and not > the whole ticket including history. Everything looks 'ok' in the database: > > rttest=# SELECT a.id,a.type,b.name,a.created from transactions a left > join users b on a.creator = b.id where a.objectid = '71963' order by > a.created; > id | type | name | created > ---------+--------------------+-----------+--------------------- > 284098 | Create | user | 2005-09-27 09:05:15 > 1391471 | Create | user | 2007-01-10 13:33:44 > 1391473 | EmailRecord | RT_System | 2007-01-10 13:33:45 > 1391472 | EmailRecord | RT_System | 2007-01-10 13:33:45 > 1391487 | Take | user | 2007-01-10 13:36:27 > 1391489 | Set | user | 2007-01-10 13:36:42 > 1391603 | EmailRecord | RT_System | 2007-01-10 13:49:25 > 1391602 | Status | RT_System | 2007-01-10 13:49:25 > 1391601 | Correspond | user | 2007-01-10 13:49:25 > 1392035 | Correspond | user | 2007-01-10 15:00:02 > 1392036 | EmailRecord | RT_System | 2007-01-10 15:00:03 > 1396227 | Comment | user | 2007-01-11 13:18:34 > 1396228 | CommentEmailRecord | RT_System | 2007-01-11 13:18:35 > 1396300 | Correspond | user | 2007-01-11 13:29:39 > 1396301 | EmailRecord | RT_System | 2007-01-11 13:29:40 > 1396329 | EmailRecord | RT_System | 2007-01-11 13:37:11 > 1396328 | Give | user | 2007-01-11 13:37:11 > 1399462 | Correspond | user | 2007-01-12 09:07:58 > 1399463 | EmailRecord | RT_System | 2007-01-12 09:07:59 > (19 rows) > > This is a serious problem. > > A short excerpt from thestrace of the mason handler process (only one > running for the test) when a certain problem ticket try to load in a > web-browser. When the mason handler process segfault's, a new one is > created. > > --> > > time(NULL) = 1174556708 > time(NULL) = 1174556708 > stat64("/site/rt-3.6.3/local/lib/Text/Quoted.pmc", 0xbfffa550) = -1 > ENOENT (No such file or directory) > open("/site/rt-3.6.3/local/lib/Text/Quoted.pm", O_RDONLY|O_LARGEFILE) = > -1 ENOENT (No such file or directory) > stat64("/site/rt-3.6.3/lib/Text/Quoted.pmc", 0xbfffa550) = -1 ENOENT (No > such file or directory) > open("/site/rt-3.6.3/lib/Text/Quoted.pm", O_RDONLY|O_LARGEFILE) = -1 > ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Quoted.pmc", > 0xbfffa550) = -1 > ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Quoted.pm", > O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/5.8.7/Text/Quoted.pmc", 0xbfffa550) = -1 > ENOENT (No > such file or directory) > open("/site/perl-5.8.7/lib/5.8.7/Text/Quoted.pm", O_RDONLY|O_LARGEFILE) > = -1 ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Quoted.pmc", > 0xbfffa550) = -1 ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Quoted.pm", > O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Quoted.pmc", > 0xbfffa550) = -1 ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Quoted.pm", > O_RDONLY|O_LARGEFILE) = 9 > ioctl(9, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfffa358) = -1 ENOTTY > (Inappropriate ioctl for device) > _llseek(9, 0, [0], SEEK_CUR) = 0 > read(9, "package Text::Quoted;\nour $VERSI"..., 4096) = 4096 > stat64("/site/rt-3.6.3/local/lib/Text/Autoformat.pmc", 0xbfffa0a0) = -1 > ENOENT (No such file or directory) > open("/site/rt-3.6.3/local/lib/Text/Autoformat.pm", > O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) > stat64("/site/rt-3.6.3/lib/Text/Autoformat.pmc", 0xbfffa0a0) = -1 ENOENT > (No such file or directory) > open("/site/rt-3.6.3/lib/Text/Autoformat.pm", O_RDONLY|O_LARGEFILE) = -1 > ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Autoformat.pmc", > 0xbfffa0a0) = -1 ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Autoformat.pm", > O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/5.8.7/Text/Autoformat.pmc", 0xbfffa0a0) = > -1 ENOENT > (No such file or directory) > open("/site/perl-5.8.7/lib/5.8.7/Text/Autoformat.pm", > O_RDONLY|O_LARGEFILE) = -1 > ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Autoformat.pmc", > 0xbfffa0a0) = -1 ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Autoformat.pm", > O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Autoformat.pmc", > 0xbfffa0a0) = > -1 ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Autoformat.pm", > O_RDONLY|O_LARGEFILE) = 11 > ioctl(11, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfff9ea8) = -1 ENOTTY > (Inappropriate i > octl for device) > _llseek(11, 0, [0], SEEK_CUR) = 0 > read(11, "package Text::Autoformat;\n\nuse s"..., 4096) = 4096 > stat64("/site/rt-3.6.3/local/lib/Text/Reform.pmc", 0xbfff9bf0) = -1 > ENOENT (No such file or directory) > open("/site/rt-3.6.3/local/lib/Text/Reform.pm", O_RDONLY|O_LARGEFILE) = > -1 ENOENT (No such file or directory) > stat64("/site/rt-3.6.3/lib/Text/Reform.pmc", 0xbfff9bf0) = -1 ENOENT (No > such file or directory) > open("/site/rt-3.6.3/lib/Text/Reform.pm", O_RDONLY|O_LARGEFILE) = -1 > ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Reform.pmc", > 0xbfff9bf0) = -1 > ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Reform.pm", > O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/5.8.7/Text/Reform.pmc", 0xbfff9bf0) = -1 > ENOENT (No > such file or directory) > open("/site/perl-5.8.7/lib/5.8.7/Text/Reform.pm", O_RDONLY|O_LARGEFILE) > = -1 ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Reform.pmc", > 0xbfff9bf0) = -1 ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/site_perl/5.8.7/i686-linux/Text/Reform.pm", > O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Reform.pmc", > 0xbfff9bf0) = -1 ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/site_perl/5.8.7/Text/Reform.pm", > O_RDONLY|O_LARGEFILE) = 12 > ioctl(12, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfff99f8) = -1 ENOTTY > (Inappropriate ioctl for device) > _llseek(12, 0, [0], SEEK_CUR) = 0 > read(12, "package Text::Reform;\n\nuse stric"..., 4096) = 4096 > brk(0) = 0xab0d000 > brk(0xab2e000) = 0xab2e000 > read(12, "ess $config->{numeric} =~ m/\\bAl"..., 4096) = 4096 > read(12, "$config->{footer}, $config->{pag"..., 4096) = 4096 > brk(0) = 0xab2e000 > brk(0xab4f000) = 0xab4f000 > read(12, "]}||\"\"\n\t\t\t\t: ${$_[$startidx++]}|"..., 4096) = 4096 > read(12, "oter.=\"\\n\"\n\t\t\t\tif $lastfooter &&"..., 4096) = 4096 > _llseek(12, 19355, [19355], SEEK_SET) = 0 > _llseek(12, 0, [19355], SEEK_CUR) = 0 > close(12) = 0 > read(11, ";\n\n\t# SPECIAL IGNORANCE...\n\tif ("..., 4096) = 4096 > stat64("/site/rt-3.6.3/local/lib/Text/Tabs.pmc", 0xbfff9bf0) = -1 ENOENT > (No such file or directory) > open("/site/rt-3.6.3/local/lib/Text/Tabs.pm", O_RDONLY|O_LARGEFILE) = -1 > ENOENT (No such file or directory) > stat64("/site/rt-3.6.3/lib/Text/Tabs.pmc", 0xbfff9bf0) = -1 ENOENT (No > such file > or directory) > open("/site/rt-3.6.3/lib/Text/Tabs.pm", O_RDONLY|O_LARGEFILE) = -1 > ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Tabs.pmc", > 0xbfff9bf0) = -1 ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Tabs.pm", > O_RDONLY|O_LARGEFILE) > = -1 ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/5.8.7/Text/Tabs.pmc", 0xbfff9bf0) = -1 > ENOENT (No such file or directory) > or directory) > open("/site/rt-3.6.3/lib/Text/Tabs.pm", O_RDONLY|O_LARGEFILE) = -1 > ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Tabs.pmc", > 0xbfff9bf0) = -1 ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/5.8.7/i686-linux/Text/Tabs.pm", > O_RDONLY|O_LARGEFILE) = -1 ENOENT (No such file or directory) > stat64("/site/perl-5.8.7/lib/5.8.7/Text/Tabs.pmc", 0xbfff9bf0) = -1 > ENOENT (No such file or directory) > open("/site/perl-5.8.7/lib/5.8.7/Text/Tabs.pm", O_RDONLY|O_LARGEFILE) = 12 > ioctl(12, SNDCTL_TMR_TIMEBASE or TCGETS, 0xbfff99f8) = -1 ENOTTY > (Inappropriate ioctl for device) > _llseek(12, 0, [0], SEEK_CUR) = 0 > read(12, "\npackage Text::Tabs;\n\nrequire Ex"..., 4096) = 2291 > brk(0) = 0xab4f000 > brk(0xab70000) = 0xab70000 > _llseek(12, 1098, [1098], SEEK_SET) = 0 > _llseek(12, 0, [1098], SEEK_CUR) = 0 > close(12) = 0 > read(11, "\t}\n\t\t\tif ($args{case} =~ /highli"..., 4096) = 4096 > read(11, "$tfield\";\n\t\t $newtext = (!$pa"..., 4096) = 4096 > read(11, "ngth $2;\n\tmy $aindent = length $"..., 4096) = 4096 > brk(0) = 0xab70000 > brk(0xab91000) = 0xab91000 > read(11, "ev) {\t# going down level(s)\n\t\tfo"..., 4096) = 4096 > _llseek(11, 22231, [22231], SEEK_SET) = 0 > _llseek(11, 0, [22231], SEEK_CUR) = 0 > close(11) = 0 > read(9, "low\" where we are right\n "..., 4096) = 3601 > read(9, "", 4096) = 0 > close(9) = 0 > --- SIGSEGV (Segmentation fault) @ 0 (0) --- > > <-- > > This was testet using mod_fastcgi. We also tested mod_fcgi (latest > snapshot) to see if we could reproduce the problem. > > It behaved different. Instead of only showing metadata as the > mod_fastcgi did, we just got an "Internal Server Error" in web browser > testing the same ticket. > > The httpd.conf configuration for fcgid: > > # This is for mod_fastcgi > # Tell FastCGI to put its temporary files somewhere sane. > # FastCgiIpcDir /tmp > # FastCgiServer /site/rttest/bin/mason_handler.fcgi -idle-timeout 300 > -processes 1 > > # This is for mod_fcgid > SocketPath /tmp/fcgidsock > SharememPath /tmp/fcgidshm > DefaultInitEnv RAILS_ENV production > IdleTimeout 300 > MaxProcessCount 1 > > FCGIWrapper "/site/rttest/bin/mason_handler.fcgi" .fcgi > > >> From Apache error.log: > > --> > > [Fri Mar 23 10:29:16 2007] [warn] mod_fcgid: Read data error, fastcgi > server has close connection > [Fri Mar 23 10:29:16 2007] [warn] (32)Broken pipe: mod_fcgid: > ap_pass_brigade failed in handle_request function > [Fri Mar 23 10:30:44 2007] [warn] mod_fcgid: Read data error, fastcgi > server has close connection > [Fri Mar 23 10:30:44 2007] [warn] (32)Broken pipe: mod_fcgid: > ap_pass_brigade failed in handle_request function > [Fri Mar 23 10:32:43 2007] [warn] mod_fcgid: Read data error, fastcgi > server has close connection > [Fri Mar 23 10:32:43 2007] [warn] (32)Broken pipe: mod_fcgid: > ap_pass_brigade failed in handle_request function > [Fri Mar 23 10:41:00 2007] [warn] mod_fcgid: Read data error, fastcgi > server has close connection > [Fri Mar 23 10:41:00 2007] [warn] (32)Broken pipe: mod_fcgid: > ap_pass_brigade failed in handle_request function > > <-- > > Anyone with similar experience or suggestions? > > We have not tested the problem ticket crashing Fast CGI modules on > mod_perl yet. It seems that there may be some strange combination in > tichet that perhaps could crash Fast CGI?? > > All comments are appreciated a lot! > > best regards and cheers, > Tomas > From justin at cityfone.net Fri Mar 23 12:44:04 2007 From: justin at cityfone.net (Justin Zygmont) Date: Fri, 23 Mar 2007 09:44:04 -0700 Subject: [rt-users] rt versions Message-ID: <460403D4.7090800@cityfone.net> I was wondering how stable was 3.6.3 considered to be now compared to 3.4.6? I was wondering if it would be worth upgrading. From KFCrocker at lbl.gov Fri Mar 23 12:56:25 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 23 Mar 2007 09:56:25 -0700 Subject: [rt-users] disappearing queues In-Reply-To: References: Message-ID: <460406B9.6080808@lbl.gov> Steve, I just checked our privileges/Queues and your sounds very similar. We also have "ModifySelf" for global Privileged users. Are the Queues checked as "enabled" (dumb question but thought I'd ask)? Kenn LBNL Steve Ao wrote: > Using RT 3.5.7. on FC5. Nothing reported missing on make test. > > Installed and in "production". However, a problem has arisen. > For a new project, I created a group and added existing privileged > users. I created a 2 Queues for the project and assigned that Group: > > CommentOnTicket, CreateTicket, ModifyTicket, OwnTicket, > ReplyToTicket, SeeQueue, ShowTicket, ShowTicketComments, > StealTicket, TakeTicket > > on those Queues. When any one of those users logs into RT, the > Queues do not appear simultaneously, if at all, in the "Quick Ticket Creation" > or "New Ticket"(upper right) drop downs. It is almost a different set > of the 2, whenever the page is refreshed. Logging out and logging > back in again makes no difference. What to do? > > TIA > > ____________________________________________________________ > FREE 3D EARTH SCREENSAVER - Watch the Earth right on your desktop! > Check it out at http://www.inbox.com/earth > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Fri Mar 23 13:09:59 2007 From: theillien at yahoo.com (Mathew) Date: Fri, 23 Mar 2007 13:09:59 -0400 Subject: [rt-users] disappearing queues In-Reply-To: References: Message-ID: <460409E7.8080208@yahoo.com> Instead of using 3.5.7 you should upgrade to the 3.6 branch. The 3.5 branch is the development branch for 3.6. Many bugs have been fixed and it is the official, stable release. Mathew Steve Ao wrote: > Using RT 3.5.7. on FC5. Nothing reported missing on make test. > > Installed and in "production". However, a problem has arisen. > For a new project, I created a group and added existing privileged > users. I created a 2 Queues for the project and assigned that Group: > > CommentOnTicket, CreateTicket, ModifyTicket, OwnTicket, > ReplyToTicket, SeeQueue, ShowTicket, ShowTicketComments, > StealTicket, TakeTicket > > on those Queues. When any one of those users logs into RT, the > Queues do not appear simultaneously, if at all, in the "Quick Ticket Creation" > or "New Ticket"(upper right) drop downs. It is almost a different set > of the 2, whenever the page is refreshed. Logging out and logging > back in again makes no difference. What to do? > > TIA > > ____________________________________________________________ > FREE 3D EARTH SCREENSAVER - Watch the Earth right on your desktop! > Check it out at http://www.inbox.com/earth > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > From doc at maddoc.net Fri Mar 23 14:28:14 2007 From: doc at maddoc.net (Doc Schneider) Date: Fri, 23 Mar 2007 13:28:14 -0500 Subject: [rt-users] Couldn't create object file Message-ID: <46041C3E.2030207@maddoc.net> I'm getting an error of Couldn't create object file ... and looking at the actual directories it isn't creating them with the right mode. I can send a full error page if needed. But am just wondering what could be happening. RT: 3.4.5 Nothing has been touched configuration wise for close to a year. And it was working fine a week ago or so. Any ideas? Thanks! -- -Doc Lincoln, NE. http://www.genealogyforyou.com/ http://www.cairnproductions.com/ From justin at cityfone.net Fri Mar 23 15:12:59 2007 From: justin at cityfone.net (Justin Zygmont) Date: Fri, 23 Mar 2007 12:12:59 -0700 Subject: [rt-users] perl error Message-ID: <460426BB.7010308@cityfone.net> I followed the steps corretly to install RT and still I have a problem, everytime I try to start apache, I get this in my error_log: Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi /usr/lib64/perl5/site_perl/5.8.4/x86_64-linux-thread-multi /usr/lib64/perl5/site_perl/5.8.3/x86_64-linux-thread-multi /usr/lib64/perl5/site_perl/5.8.2/x86_64-linux-thread-multi /usr/lib64/perl5/site_perl/5.8.1/x86_64-linux-thread-multi /usr/lib64/perl5/site_perl/5.8.0/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.5/x86_64-linux-thread-multi /usr/lib64/perl5/vendor_perl/5.8.4/x86_64-linux-thread-multi /usr/lib64/perl5/vendor_perl/5.8.3/x86_64-linux-thread-multi /usr/lib64/perl5/vendor_perl/5.8.2/x86_64-linux-thread-multi /usr/lib64/perl5/vendor_perl/5.8.1/x86_64-linux-thread-multi /usr/lib64/perl5/vendor_perl/5.8.0/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RT.pm line 131. BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 76. Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 52. [Fri Mar 23 11:54:22 2007] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 4826) terminated by calling exit with status '13' Anyone have an idea why its can't find /opt/rt3/etc/RT_SiteConfig.pm ?? Thanks, From rgurung at cait.org Fri Mar 23 15:19:49 2007 From: rgurung at cait.org (Raj K Gurung) Date: Fri, 23 Mar 2007 14:19:49 -0500 Subject: [rt-users] Changes from RT344 to RT363 Message-ID: <1174677589.12171.2.camel@zod> I would like to know if there are any major changes in RT363 from RT344. Just curious... didn't find that much myself. From jesse at bestpractical.com Fri Mar 23 15:23:35 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 23 Mar 2007 15:23:35 -0400 Subject: [rt-users] perl error In-Reply-To: <460426BB.7010308@cityfone.net> References: <460426BB.7010308@cityfone.net> Message-ID: <3C55E6A6-9932-4866-9C7D-34C3F4CF1DEE@bestpractical.com> On Mar 23, 2007, at 3:12 PM, Justin Zygmont wrote: > I followed the steps corretly to install RT and still I have a > problem, everytime I try to start apache, I get this in my error_log: > > Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC Permissions is likely the cause. -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From KFCrocker at lbl.gov Fri Mar 23 15:37:08 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 23 Mar 2007 12:37:08 -0700 Subject: [rt-users] Scrip problem Message-ID: <46042C64.3020100@lbl.gov> To all, I am creating a new scrip with the condition "on status change" and additional condition code of: return 0 ( $self->TicketObj->Status eq 'open' ); return 0 ( $self->TicketObj->Status eq 'deleted' ); return 0 ( $self->TicketObj->Status eq 'resolved' ); I have used this additional condition code before, but for only one status and it worked. In this situation, I do not want a status change to "open", or "deleted" or "resolved" to take action, as I have seperate scrips for those conditions. Now, I am getting all three on this condition. Help?? Kenn LBNL From jmhanks1373 at hotmail.com Fri Mar 23 15:57:16 2007 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Fri, 23 Mar 2007 12:57:16 -0700 Subject: [rt-users] Reminder for past due tickets Message-ID: Hello, I have a queue that sets the Due Date of a ticket to 1 day after it is created. There is no "Global" AdminCC for this queue, but AdminCC's are added on some tickets. I would like to send 1 email to the Owners and AdminCC's on a ticket if the ticket hasn't been resolved/rejected by 1 day after the due date (i.e. a ticket is created today, the due date is set to tomorrow, the email reminder would be sent if the ticket hasn't been resolved/rejected by 2 days from today). I found http://wiki.bestpractical.com/index.cgi?DueDateRemindersByEmail but this sends multiple emails. I would like only 1 email to be sent to the AdminCC with a list of tickets that are past due and they are AdminCC's of. Anyone already have this created, or have ideas on how to do this? I don't know much Perl, which is why I'm emailing the user list. Any help is appreciated. Thanks, Jared _________________________________________________________________ Take a break and play crossword puzzles - FREE! http://games.msn.com/en/flexicon/default.htm?icid=flexicon_ wlmemailtaglinemarch07 -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Fri Mar 23 15:46:50 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 23 Mar 2007 15:46:50 -0400 Subject: [rt-users] Scrip problem In-Reply-To: <46042C64.3020100@lbl.gov> References: <46042C64.3020100@lbl.gov> Message-ID: <6.2.3.4.2.20070323154521.03bcacf0@po14.mit.edu> At Friday 3/23/2007 03:37 PM, Kenneth Crocker wrote: >To all, > > > I am creating a new scrip with the condition "on status > change" and additional condition code of: > >return 0 ( $self->TicketObj->Status eq 'open' ); >return 0 ( $self->TicketObj->Status eq 'deleted' ); >return 0 ( $self->TicketObj->Status eq 'resolved' ); > > I have used this additional condition code before, but for > only one status and it worked. In this situation, I do not want a > status change to "open", or "deleted" or "resolved" to take action, > as I have seperate scrips for those conditions. Now, I am getting > all three on this condition. Help?? > >Kenn >LBNL Kenn, You should use 'User defined' in the condition drop down, otherwise your custom code will be ignored. Also, it looks like you need to code 'if' in your lines of code. Steve From sturner at MIT.EDU Fri Mar 23 16:12:45 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 23 Mar 2007 16:12:45 -0400 Subject: [rt-users] Scrip problem In-Reply-To: <46042C64.3020100@lbl.gov> References: <46042C64.3020100@lbl.gov> Message-ID: <6.2.3.4.2.20070323161017.0391b750@po14.mit.edu> At Friday 3/23/2007 03:37 PM, Kenneth Crocker wrote: >To all, > > > I am creating a new scrip with the condition "on status > change" and additional condition code of: > >return 0 ( $self->TicketObj->Status eq 'open' ); >return 0 ( $self->TicketObj->Status eq 'deleted' ); >return 0 ( $self->TicketObj->Status eq 'resolved' ); > > I have used this additional condition code before, but for > only one status and it worked. In this situation, I do not want a > status change to "open", or "deleted" or "resolved" to take action, > as I have seperate scrips for those conditions. Now, I am getting > all three on this condition. Help?? Kenn, One more thing - your custom code should reproduce the 'on status change' condition and examine the new value of the status field: if ($self->TransactionObj->Type eq "Status" && $self->TransactionObj->NewValue eq "resolved") etc Steve From doc at maddoc.net Fri Mar 23 16:17:28 2007 From: doc at maddoc.net (Doc Schneider) Date: Fri, 23 Mar 2007 15:17:28 -0500 Subject: [rt-users] Couldn't create object file In-Reply-To: <46041C3E.2030207@maddoc.net> References: <46041C3E.2030207@maddoc.net> Message-ID: <460435D8.1010406@maddoc.net> Doc Schneider wrote: > I'm getting an error of Couldn't create object file ... and looking at > the actual directories it isn't creating them with the right mode. > > I can send a full error page if needed. But am just wondering what could > be happening. > > RT: 3.4.5 > > Nothing has been touched configuration wise for close to a year. And it > was working fine a week ago or so. > > Any ideas? > > Thanks! I figured I'd add the errors I'm seeing so maybe someone has a solution. Couldn't create object file /var/rt/mason_data/obj/3907110940/standard/Search/Elements/NewListActions.obj: Permission denied Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler/ToObject.pm line 112 HTML::Mason::Compiler::ToObject::compile_to_file(undef, 'file', '/var/rt/mason_data/obj/3907110940/standard/Search/Elements/NewListActions.obj', 'source', 'HTML::Mason::ComponentSource=HASH(0xb583624)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 415 HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x8ff36e4)', '/Search/Elements/NewListActions') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1092 HTML::Mason::Request::_fetch_comp('HTML::Mason::Request::ApacheHandler=HASH(0xb527200)', 'Elements/NewListActions', 'HTML::Mason::Component::FileBased=HASH(0x8cff500)', 'SCALAR(0xb54f594)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1023 HTML::Mason::Request::fetch_comp('HTML::Mason::Request::ApacheHandler=HASH(0xb527200)', 'Elements/NewListActions', undef, 'SCALAR(0xb54f594)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1202 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0xb527200)', 'Elements/NewListActions', 'actions', 'ARRAY(0xb55cab8)') called at /var/rt/html/Search/Edit.html line 56 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8cff500)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb527200)') called at /var/rt/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xada7f6c)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 413 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb527200)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb527200)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8ff3648)', 'Apache2::RequestRec=SCALAR(0xb580434)') called at /usr/bin/webmux.pl line 123 eval {...} at /usr/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xb580434)') called at -e line 0 eval {...} at -e line 0 Thanks! -- -Doc Lincoln, NE. http://www.genealogyforyou.com/ http://www.cairnproductions.com/ From jarends at uiuc.edu Fri Mar 23 16:21:24 2007 From: jarends at uiuc.edu (John Arends) Date: Fri, 23 Mar 2007 15:21:24 -0500 Subject: [rt-users] Creating tickets with Perl Message-ID: <460436C4.3060806@uiuc.edu> I am using the following chunk of code to create tickets with a custom web form that exists outside of the RT system, and it works fine. $MIMEObj = MIME::Entity->new(); $MIMEObj->build( Type => 'text/plain', From => $requestor, Subject => $subject, Data => $content); $TicketObj = new RT::Ticket( $RT::SystemUser ); $TicketObj->Create( Queue => 'General', Subject => $subject, Requestor => $requestor, Due => $duedate, MIMEObj => $MIMEObj); I have 2 questions though. One is that when using the built in RT interface to create a ticket with more than one requestor, I can separate them with commas. It appears RT must massage this data somehow, because when I use the above code to create a ticket, and if my $requestor variable contains multiple email addresses, only the first one gets added as a requestor. Any suggestions on how I can go about adding more than one person when creating the ticket? The other thing is tickets created using the above method appear to have been created by RT_System. Is there a way I can tell RT to use something else in that spot, perhaps the name of the user creating the ticket through this external form? Thanks much. From justin at cityfone.net Fri Mar 23 17:06:52 2007 From: justin at cityfone.net (Justin Zygmont) Date: Fri, 23 Mar 2007 14:06:52 -0700 Subject: [rt-users] perl error In-Reply-To: <3C55E6A6-9932-4866-9C7D-34C3F4CF1DEE@bestpractical.com> References: <460426BB.7010308@cityfone.net> <3C55E6A6-9932-4866-9C7D-34C3F4CF1DEE@bestpractical.com> Message-ID: <4604416C.8070802@cityfone.net> Jesse Vincent wrote: > > On Mar 23, 2007, at 3:12 PM, Justin Zygmont wrote: > >> I followed the steps corretly to install RT and still I have a >> problem, everytime I try to start apache, I get this in my error_log: >> >> Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC > > Permissions is likely the cause. Thank you very much, that solved it. From sgolby at freshdirect.com Fri Mar 23 18:24:40 2007 From: sgolby at freshdirect.com (Scott Golby) Date: Fri, 23 Mar 2007 18:24:40 -0400 Subject: [rt-users] Attachment Headers - Plain text vs HTML email Message-ID: <2D3D2157189440469065F42BBF3F9B3B0164BEC7@NYC1MS01.lic.corp.freshdirect.com> Hi Everyone, I'm working with Dirk Pape's ExtractCustomFieldValues and I noticed when I send in a HTML Email from Outlook it doesn't work, but if I send a Plain Text Email it does. This made no sense as the To: line I wish to work with from the Header is a) in Plain Text to begin with b) RT has always found the info fine before and added it to the Ticket details (the Subject, Date, To, From you see on every Email created ticket in standard RT). Using RT v3.6.1. So I did a little digging and added some debug to Dirk's script "show me the headers" Debug Attempt #1 my $OUTPUT; $OUTPUT = $FirstAttachment->NiceHeaders; $RT::Logger->debug("*** Header Info $OUTPUT"); Plain Text : [Fri Mar 23 21:54:09 2007] [debug]: *** Header Info Subject: Test #17 Plain Date: Fri, 23 Mar 2007 17:53:54 -0400 To: From: "Scott Golby" (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:67) HTML Email : [Fri Mar 23 21:52:52 2007] [debug]: *** Header Info (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:67) Errr, where did the header stuff go ? I tried the ->Header; option and get this. [Fri Mar 23 22:13:42 2007] [debug]: *** Header Info content-type: text/plain; charset="utf-8" Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding: us-ascii (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:67) So that attachment appears to be the plain text version of the Email, its just missing the Headers ? Anyone seen this before ? and/or found a fix ? Thanks, Scott From MJames at stonebridgebank.com Fri Mar 23 19:12:19 2007 From: MJames at stonebridgebank.com (Michael James) Date: Fri, 23 Mar 2007 19:12:19 -0400 Subject: [rt-users] LDAP and user info Message-ID: <4604267E.EB5A.009D.0@stonebridgebank.com> Hi, I have an instance of RT 3.4.6 running nicely, thank you, that serves as our internal Helpdesk. I use LDAP to authenticate users, and I'm having a problem with some users. I think these users were created before I got the LDAP mods installed. So, these users can't login to RT using their network credentials. If I set a password for them, they can get in fine. How do I tweak RT to make it authenticate these users with LDAP instead? (Other users can login fine using their network id / password.) Or, maybe I'm on the wrong track... Other suggestions also welcomed. Thanks, Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. From gleduc at mail.sdsu.edu Fri Mar 23 19:34:09 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Fri, 23 Mar 2007 16:34:09 -0700 Subject: [rt-users] Scrips: User Defined actions and Templates Message-ID: <6.2.1.2.2.20070323162707.02d3a4f0@mail.sdsu.edu> Hi All, I want a scrip to use both a User Defined action and a template. My understanding is that selecting User Defined for the action means that the template won't get run. It would be nice to run my "prep" code to modify a ticket, launch the template, then run my "cleanup" code. Is there a command that I can put into my custom action that will launch either an arbitrary template or the one that is in the Template field? Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University From firas.batal at ericsson.com Fri Mar 23 19:54:27 2007 From: firas.batal at ericsson.com (Firas Batal (QA/EMC)) Date: Fri, 23 Mar 2007 19:54:27 -0400 Subject: [rt-users] Upgrade to RT 3.6.3 Message-ID: <67048CBE51B1644D89DDD3B7C9F2D19E034E4E7A@ecamlmw720.eamcs.ericsson.se> Hello, I am new to RT. I think that it is a great tool. However, I would like to take some of your time to inquire about the following issue: I currently have RT 3.2.1 running, and I will upgrade to 3.6.3. My question is the following: If I upgrade to 3.6.3, will the database "RT3" will be lifted with the upgrade with no modification. That is, will RT3 tables and information require manual database modifications to fit into the RT3.6.3 environment? Thank you Firas -------------- next part -------------- An HTML attachment was scrubbed... URL: From aalomari at adelphia.net Sat Mar 24 12:18:43 2007 From: aalomari at adelphia.net (ayish alomari) Date: Sat, 24 Mar 2007 9:18:43 -0700 Subject: [rt-users] You're almost there! Message-ID: <21214179.1174753123238.JavaMail.root@web32> Someone please give me a hint on what I am missing . I installed rt3-3.6.3 with httpd 2.2.3 , and mod_perl 2.02, and mysql 5.027 fallowed the install instruction on Best Practical 's webcite. but still getting this error when trying to view rt You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. here is a copy of my rt3.conf file ----------------------------------------- Alias /rt3 "/usr/share/rt3/html" PerlRequire /usr/sbin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason ----------------------------- Any suggestion would be greatly apreciated. .. thank you in advance. From theillien at yahoo.com Sun Mar 25 03:22:32 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sun, 25 Mar 2007 03:22:32 -0400 Subject: [rt-users] Put custom field objects into a hash Message-ID: <46062338.5060201@yahoo.com> I'm creating an object comprised of a customfield using my $customfield = $ticket->FirstCustomFieldValue('CustomField'); What I would like to do is iterate through the contents of that object and place each one in a hash initializing its value to 0. I've tried to set the object reference to a hash and then iterate through it setting the value to 0 but later on, I try to use the hash and it gives me an error telling me "Can't use string ("0") as a HASH ref while "strict refs" in use at ./user_timesheet_3.pl line 62." This is my script: #!/usr/bin/perl use warnings; use strict; use lib '/usr/local/rt-3.6.3/lib'; use lib '/usr/local/rt-3.6.3/local/lib'; use RT; use RT::Tickets; use RT::Users; RT::LoadConfig(); RT::Init(); # Declare our global variables my (@days, @months, @years, @date); my $time = time(); for (1 .. 7) { $time -= 24*60*60; @date = (localtime($time))[3 .. 5]; push @days, (sprintf '%02d', $date[0]); push @months,(sprintf '%02d',$date[1] + 1); push @years, $date[2] + 1900; } my $endDate = join "-", $years[0], $months[0], $days[0]; my $startDate = join "-", $years[$#years], $months[$#months], $years[$#years]; my $tix = new RT::Tickets(RT::SystemUser); $tix->FromSQL('Queue = "CustomerCare" AND Status = "open" AND Created < "2007-03-03"'); #$tix->FromSQL('Queue = "CustomerCare" AND (Status = "resolved" OR Status = "open") AND (LastUpdated >="' . $startDate . '" AND LastUpdated < "' . $endDate. '")'); my @environment; my %environment; my %timeworked; my $users = new RT::Users(RT::SystemUser); $users->LimitToPrivileged; while (my $ticket = $tix->Next) { my $environment = $ticket->FirstCustomFieldValue('Environment'); my $user; my $transaction; %environment = ${environment}; unless ($environment) { warn "warning" . $ticket->id. "no environment"; next } foreach my $key (keys %environment) { print $key . "\n"; } my $transactions = $ticket->Transactions; foreach my $enviro (keys %environment) { while ($transaction = $transactions->Next) { next unless (($transaction->TimeTaken) && ($enviro == $ticket->FirstCustomFieldValue('Environment'))) ; print "Working on " . $ticket . " for " . $enviro . "\n"; $timeworked{$transaction->Creator} += $transaction->TimeTaken; } } foreach my $user (keys %timeworked) { foreach my $cust (keys %environment) { $environment{$cust}{$user} = $timeworked{$user}; } } } foreach my $user (sort $users->Next) { print "\n" . $user . "\n"; print "--------------------\n"; foreach my $env (sort keys %environment) { print $env . " -> " . $environment{$env}{$user} . "\n"; } } The error is occurring at the end where the print $env . " -> " . $environment{$env}{$user} . "\n"; line is. Can anyone help me by explaining how to populate a hash using each custom field object as a key? Mathew From geek+rt at cmu.edu Sun Mar 25 08:19:29 2007 From: geek+rt at cmu.edu (Brian Gallew) Date: Sun, 25 Mar 2007 15:19:29 +0300 Subject: [rt-users] Yet another Summer of Code idea (if it's not too late) Message-ID: <460668D1.4060103@cmu.edu> Hierarchical ticket views. Let's say I have a Project, with a number of Tasks under it. It would be nice to be able to group the Tasks under the Project, potentially with the ability to hide/reveal the child tasks. Trying to do this in raw SQL would be truly hideous, though I'm sure there is some bright girl (all the best SQL coders I know are female) out there who could figure out a way to do it. From torsten.brumm at Kuehne-Nagel.com Sun Mar 25 08:23:14 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Sun, 25 Mar 2007 14:23:14 +0200 Subject: AW: [rt-users] Yet another Summer of Code idea (if it's not too late) Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03943141C2@w3hamboex11.ger.win.int.kn> Have a look into the bps svn, there is a unfinished project management add on, its doing the things you are looking for. Torsten -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-Users Users Sent: Sun Mar 25 14:19:29 2007 Subject: [rt-users] Yet another Summer of Code idea (if it's not too late) Hierarchical ticket views. Let's say I have a Project, with a number of Tasks under it. It would be nice to be able to group the Tasks under the Project, potentially with the ability to hide/reveal the child tasks. Trying to do this in raw SQL would be truly hideous, though I'm sure there is some bright girl (all the best SQL coders I know are female) out there who could figure out a way to do 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From sashag at austbrokers.com.au Sun Mar 25 21:00:57 2007 From: sashag at austbrokers.com.au (Sasha Gerrand) Date: Mon, 26 Mar 2007 11:00:57 +1000 Subject: [rt-users] You're almost there! In-Reply-To: <21214179.1174753123238.JavaMail.root@web32> References: <21214179.1174753123238.JavaMail.root@web32> Message-ID: <11C1048FB499954D9C888EF15148AF0C9F8DBC@austbdc.austbrok.local> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ayish alomari > Sent: Sunday, 25 March 2007 2:19 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] You're almost there! > > Someone please give me a hint on what I am missing . > > I installed rt3-3.6.3 with httpd 2.2.3 , and mod_perl 2.02, and mysql 5.027 > > fallowed the install instruction on Best Practical 's webcite. > but still getting this error when trying to view rt > > You're almost there! > > You haven't yet configured your webserver to run RT. > > You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. > > The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. > > here is a copy of my rt3.conf file > ----------------------------------------- > Alias /rt3 "/usr/share/rt3/html" PerlModule Apache::DBI PerlModule Apache2::compat > PerlRequire /usr/sbin/webmux.pl > > AllowOverride All > Options ExecCGI FollowSymLinks > RewriteEngine On > RedirectMatch permanent (.*)/$ $1/index.html > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > ----------------------------- > > Any suggestion would be greatly apreciated. .. > > thank you in advance. You might want to use the extra two CPAN module directives (included above) in your configuration file for Apache. Also, have you checked that your $WebPath variable is set correctly in RT_SiteConfig.pm? HTH Regards, Sasha Sasha Gerrand Web & Database Developer Austbrokers Holdings Limited Level 21, 111 Pacific Highway North Sydney NSW 2060 PO Box 1813 North Sydney NSW 2060 Ph: 02 9935 2230 Mobile: 0431 895 718 Email: sashag at austbrokers.com.au Web: http://www.austbrokers.com.au NOTICE If you are not an authorised recipient of this email, please contact Austbrokers Holdings immediately by return e-mail or by telephone on +61-2-4920-6117. In this case, you should not read, print, re-transmit, store or act on this e-mail or any attachments. Please destroy the message and attachments. This e-mail and any attachments are confidential and may contain legally privileged information and/or copyright material of Austbrokers Holdings or third parties. You should only re-transmit, distribute or commercialise the material if you are authorised to do so. Internet e-mails are not necessarily secure, Austbrokers Holdings does not accept responsibility for changes made to this message after it was sent. This Notice should not be removed. From kelly.terry.jones at gmail.com Sun Mar 25 21:43:34 2007 From: kelly.terry.jones at gmail.com (Kelly Jones) Date: Sun, 25 Mar 2007 18:43:34 -0700 Subject: [rt-users] Including comment and a reply in the same RT transaction using tags? Message-ID: <26face530703251843p7587716aq858835b3309aeccd@mail.gmail.com> Can I reply to an RT ticket AND make a comment at the same time, using XML tags or something? Example: I reply to a ticket and type this: {reply} We have now corrected the problem with your email account. Please tell us if you're still experiencing problems. {/reply} {comment} This is the 3rd time this bozo has deleted his email. I pulled it from the backups, but if he does it again, let's can his account. {/comment} and then RT creates two transactions (and sends two sets of emails), one for the reply and one for the comment. This seems easier than having to do the reply + comment separately. I used curly braces just in case some people have email readers that interpret HTML/XML-- in reality the tags would use angle brackets or whatever. -- 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 kelly.terry.jones at gmail.com Sun Mar 25 21:52:24 2007 From: kelly.terry.jones at gmail.com (Kelly Jones) Date: Sun, 25 Mar 2007 18:52:24 -0700 Subject: [rt-users] Send bounces to ticket owner, not site owner Message-ID: <26face530703251852j3f7933b9o3ebb0b8cea62be02@mail.gmail.com> Joe Miller takes a ticket and adds "jsmath at mycompany.com" (a typo) to the requestor/cc field. Joe's reply then bounces, but the bounce comes to me, the site admin, not to Joe. How do I tweak RT to send the bounce to the ticket owner, not to me? -- 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 taan at cryologic.com Mon Mar 26 02:19:18 2007 From: taan at cryologic.com (Taan Lindemans) Date: Mon, 26 Mar 2007 16:19:18 +1000 Subject: [rt-users] Inconsistent dates In-Reply-To: <4600B4B4.4090408@cryologic.com> References: <4600B4B4.4090408@cryologic.com> Message-ID: <460765E6.4040209@cryologic.com> After looking through all related threads I think RT adds entries to the Log file and the Ticket history in GMT. I think there is one small problem with GMT and reminders. When you first create a reminder with the date picker it does so in local time eg 2007-3-31 and the actual reminder Ticket is given a due date of "Sat Mar 31 00:00:00 2007") However when you click on the reminders link to view all reminders, the time must be displayed in GMT because the date now shows 2007-3-30. And if I change that date to 2007-3-31 the actual reminder Ticket due date gets changed to "Sat Mar 31 10:00:00 2007". 10 hours being the difference between localtime and GMT. It can cause a small amount of confusion for end users. Taan Taan Lindemans wrote: > Hi, > > I'm running RT-3.6.3 and am having minor problems with dates. > > In the Ticket display, Dates section I see: > "Last Contact Wed Mar 21 14:56:50 2007" > > but in the history at the bottom of the Ticket I see: > Told/Told changed from '2007-03-21 03:45:35' to '2007-03-21 03:56:50' > > There is an hour difference in time, the "Last Contact" time being correct. > > The dates in my log file are also 1 hour out. > > My local machine time is set to Australia/Melbourne. > I have entered this into my RT_SiteConfig.pm timezone, and have also > tried localtime and EST, but none seem to make a difference. > > I am noticing another problem which I'm hoping is related: when I add a > Reminder, I choose a date with the date picker, but when I view the > Reminders the date is one day earlier than I selected. > > I'm assuming there is some sort of daylight saving issue, however I'm > not sure where the problem lies. > > thanks for any help > Taan From andy at eva.dp.ua Mon Mar 26 06:58:54 2007 From: andy at eva.dp.ua (Andrew Kornilov) Date: Mon, 26 Mar 2007 13:58:54 +0300 Subject: [rt-users] RT 3.6.3 svn7331 and user's 10 highest priority tickets Message-ID: <4607A76E.300@eva.dp.ua> Hi all. I've upgraded RT to the latest SVN code and can't see "user's 10 highest priority tickets" in the ticket. It looks like: More about support at lexico-voip.com Comments about this user: *Autocreated on ticket submission* This user's 10 highest priority tickets: Groups this user belongs to: * /Everyone/ * /Unprivileged/ and nothing else. From sturner at MIT.EDU Mon Mar 26 09:28:39 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 26 Mar 2007 09:28:39 -0400 Subject: [rt-users] Scrips: User Defined actions and Templates In-Reply-To: <6.2.1.2.2.20070323162707.02d3a4f0@mail.sdsu.edu> References: <6.2.1.2.2.20070323162707.02d3a4f0@mail.sdsu.edu> Message-ID: <6.2.3.4.2.20070326092536.03b63470@po14.mit.edu> At Friday 3/23/2007 07:34 PM, Gene LeDuc wrote: >Hi All, > >I want a scrip to use both a User Defined action and a template. My >understanding is that selecting User Defined for the action means >that the template won't get run. It would be nice to run my "prep" >code to modify a ticket, launch the template, then run my "cleanup" >code. Is there a command that I can put into my custom action that >will launch either an arbitrary template or the one that is in the >Template field? > >Thanks, >Gene Hello Gene, You can define a custom (user defined) action and still have it use a template. But the template will just define the content of the email message sent by the action, and so will only come into play if the action results in an email message. There's no way in which a template can be 'launched'. Steve From sturner at MIT.EDU Mon Mar 26 09:34:14 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 26 Mar 2007 09:34:14 -0400 Subject: [rt-users] Including comment and a reply in the same RT transaction using tags? In-Reply-To: <26face530703251843p7587716aq858835b3309aeccd@mail.gmail.co m> References: <26face530703251843p7587716aq858835b3309aeccd@mail.gmail.com> Message-ID: <6.2.3.4.2.20070326093209.03b63c98@po14.mit.edu> At Sunday 3/25/2007 09:43 PM, Kelly Jones wrote: >Can I reply to an RT ticket AND make a comment at the same time, using >XML tags or something? > >Example: I reply to a ticket and type this: > >{reply} > >We have now corrected the problem with your email account. Please tell >us if you're still experiencing problems. > >{/reply} > >{comment} > >This is the 3rd time this bozo has deleted his email. I pulled it from >the backups, but if he does it again, let's can his account. > >{/comment} > >and then RT creates two transactions (and sends two sets of emails), >one for the reply and one for the comment. This seems easier than >having to do the reply + comment separately. > >I used curly braces just in case some people have email readers that >interpret HTML/XML-- in reality the tags would use angle brackets or >whatever. One small typo and you've got a very angry customer - or at least a customer who sees comments she doesn't need to see. I'd say it's much safer to use two separate transactions for this. Steve From jmoseley at pgtv.com Mon Mar 26 10:26:46 2007 From: jmoseley at pgtv.com (jmoseley at pgtv.com) Date: Mon, 26 Mar 2007 09:26:46 -0500 Subject: [rt-users] Upgrade to RT 3.6.3 In-Reply-To: <67048CBE51B1644D89DDD3B7C9F2D19E034E4E7A@ecamlmw720.eamcs.ericsson.se> Message-ID: The documentation that comes with all RT releases outlines the steps involved in modifying your database when RT is upgraded. Yes, you'll have to run several scripts that will end up modifying your database in order for it to be compatible with RT3. James Moseley "Firas Batal (QA/EMC)" Sent by: cc rt-users-bounces@ lists.bestpractic Subject al.com [rt-users] Upgrade to RT 3.6.3 03/23/2007 06:54 PM Hello, I am new to RT. I think that it is a great tool. However, I would like to take some of your time to inquire about the following issue: I currently have RT 3.2.1 running, and I will upgrade to 3.6.3. My question is the following: If I upgrade to 3.6.3, will the database ?RT3? will be lifted with the upgrade with no modification. That is, will RT3 tables and information require manual database modifications to fit into the RT3.6.3 environment? Thank you Firas _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com From vivek at khera.org Mon Mar 26 10:53:32 2007 From: vivek at khera.org (Vivek Khera) Date: Mon, 26 Mar 2007 10:53:32 -0400 Subject: [rt-users] Send bounces to ticket owner, not site owner In-Reply-To: <26face530703251852j3f7933b9o3ebb0b8cea62be02@mail.gmail.com> References: <26face530703251852j3f7933b9o3ebb0b8cea62be02@mail.gmail.com> Message-ID: On Mar 25, 2007, at 9:52 PM, Kelly Jones wrote: > How do I tweak RT to send the bounce to the ticket owner, not to me? http://wiki.bestpractical.com/index.cgi?RtBounceHandler -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2530 bytes Desc: not available URL: From gleduc at mail.sdsu.edu Mon Mar 26 12:20:23 2007 From: gleduc at mail.sdsu.edu (Gene LeDuc) Date: Mon, 26 Mar 2007 09:20:23 -0700 Subject: [rt-users] Scrips: User Defined actions and Templates In-Reply-To: <6.2.3.4.2.20070326092536.03b63470@po14.mit.edu> References: <6.2.1.2.2.20070323162707.02d3a4f0@mail.sdsu.edu> <6.2.3.4.2.20070326092536.03b63470@po14.mit.edu> Message-ID: <6.2.1.2.2.20070326083321.02c88dc0@mail.sdsu.edu> Hi Stephen, How do I get the user-defined action to result in an e-mail so that the template is used? The reason I used "launch" in my original post (when referring to my templates) is that I've had to embed a bunch of code that modifies the ticket into my templates in order to get both an e-mail and changes to the ticket in a single step. So they are really programs (in an e-mail wrapper) that get launched when the condition is true. I'd prefer to put the code in the scrip and let the template just handle formatting the mail, but I don't know how to get the custom action to generate an e-mail using the template. Is there a command like "RT::SendEmailUsingScripTemplate"? What I've done is probably confusing, but it's like this: 1. Mail comes in to queue 1. A scrip extracts some data and populates some custom fields, sets the priority, and moves the ticket to queue 2. 2. Ticket enters queue 2. Scrip fires and uses Notify Others action to "launch" a template. 3. Template modifies some fields in the ticket and creates e-mail to action address. 4. Action address does their job and replies to mail with "ok". Scrip in queue 2 triggers, modifies some fields in the ticket, moves ticket back to queue 1. 5. Lather, rinse, repeat a couple more times. What I want to do is take the code that modifies the ticket out of the template at step 3 and put it into the scrip at step 2, but I don't know how to get the scrip to use the template after making the changes to the ticket. I thought that putting the code in the prep code and returning a "1" would do it, but nothing happens with the template. At 06:28 AM 3/26/2007, Stephen Turner wrote: >At Friday 3/23/2007 07:34 PM, Gene LeDuc wrote: >>Hi All, >> >>I want a scrip to use both a User Defined action and a template. My >>understanding is that selecting User Defined for the action means that >>the template won't get run. It would be nice to run my "prep" code to >>modify a ticket, launch the template, then run my "cleanup" code. Is >>there a command that I can put into my custom action that will launch >>either an arbitrary template or the one that is in the Template field? >> >>Thanks, >>Gene > >Hello Gene, > >You can define a custom (user defined) action and still have it use a >template. But the template will just define the content of the email >message sent by the action, and so will only come into play if the action >results in an email message. There's no way in which a template can be >'launched'. > >Steve -- Gene LeDuc, GSEC Security Analyst San Diego State University From torsten.brumm at Kuehne-Nagel.com Mon Mar 26 12:23:45 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 26 Mar 2007 18:23:45 +0200 Subject: AW: Re: [rt-users] Scrips: User Defined actions and Templates Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03943141C8@w3hamboex11.ger.win.int.kn> Hi gene, Ich think at the wiki is under contributions some action like sendmail which parses the template for the rest. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: Stephen Turner ; RT Users Sent: Mon Mar 26 18:20:23 2007 Subject: Re: [rt-users] Scrips: User Defined actions and Templates Hi Stephen, How do I get the user-defined action to result in an e-mail so that the template is used? The reason I used "launch" in my original post (when referring to my templates) is that I've had to embed a bunch of code that modifies the ticket into my templates in order to get both an e-mail and changes to the ticket in a single step. So they are really programs (in an e-mail wrapper) that get launched when the condition is true. I'd prefer to put the code in the scrip and let the template just handle formatting the mail, but I don't know how to get the custom action to generate an e-mail using the template. Is there a command like "RT::SendEmailUsingScripTemplate"? What I've done is probably confusing, but it's like this: 1. Mail comes in to queue 1. A scrip extracts some data and populates some custom fields, sets the priority, and moves the ticket to queue 2. 2. Ticket enters queue 2. Scrip fires and uses Notify Others action to "launch" a template. 3. Template modifies some fields in the ticket and creates e-mail to action address. 4. Action address does their job and replies to mail with "ok". Scrip in queue 2 triggers, modifies some fields in the ticket, moves ticket back to queue 1. 5. Lather, rinse, repeat a couple more times. What I want to do is take the code that modifies the ticket out of the template at step 3 and put it into the scrip at step 2, but I don't know how to get the scrip to use the template after making the changes to the ticket. I thought that putting the code in the prep code and returning a "1" would do it, but nothing happens with the template. At 06:28 AM 3/26/2007, Stephen Turner wrote: >At Friday 3/23/2007 07:34 PM, Gene LeDuc wrote: >>Hi All, >> >>I want a scrip to use both a User Defined action and a template. My >>understanding is that selecting User Defined for the action means that >>the template won't get run. It would be nice to run my "prep" code to >>modify a ticket, launch the template, then run my "cleanup" code. Is >>there a command that I can put into my custom action that will launch >>either an arbitrary template or the one that is in the Template field? >> >>Thanks, >>Gene > >Hello Gene, > >You can define a custom (user defined) action and still have it use a >template. But the template will just define the content of the email >message sent by the action, and so will only come into play if the action >results in an email message. There's no way in which a template can be >'launched'. > >Steve -- Gene LeDuc, GSEC Security Analyst San Diego State University _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Mon Mar 26 12:43:47 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 26 Mar 2007 12:43:47 -0400 Subject: [rt-users] Scrips: User Defined actions and Templates In-Reply-To: <6.2.1.2.2.20070326083321.02c88dc0@mail.sdsu.edu> References: <6.2.1.2.2.20070323162707.02d3a4f0@mail.sdsu.edu> <6.2.3.4.2.20070326092536.03b63470@po14.mit.edu> <6.2.1.2.2.20070326083321.02c88dc0@mail.sdsu.edu> Message-ID: <6.2.3.4.2.20070326123259.03ce7500@po14.mit.edu> At Monday 3/26/2007 12:20 PM, Gene LeDuc wrote: >Hi Stephen, > >How do I get the user-defined action to result in an e-mail so that >the template is used? The reason I used "launch" in my original >post (when referring to my templates) is that I've had to embed a >bunch of code that modifies the ticket into my templates in order to >get both an e-mail and changes to the ticket in a single step. So >they are really programs (in an e-mail wrapper) that get launched >when the condition is true. I'd prefer to put the code in the scrip >and let the template just handle formatting the mail, but I don't >know how to get the custom action to generate an e-mail using the >template. Is there a command like "RT::SendEmailUsingScripTemplate"? > >What I've done is probably confusing, but it's like this: >1. Mail comes in to queue 1. A scrip extracts some data and >populates some custom fields, sets the priority, and moves the >ticket to queue 2. >2. Ticket enters queue 2. Scrip fires and uses Notify Others action >to "launch" a template. >3. Template modifies some fields in the ticket and creates e-mail to >action address. >4. Action address does their job and replies to mail with >"ok". Scrip in queue 2 triggers, modifies some fields in the >ticket, moves ticket back to queue 1. >5. Lather, rinse, repeat a couple more times. > >What I want to do is take the code that modifies the ticket out of >the template at step 3 and put it into the scrip at step 2, but I >don't know how to get the scrip to use the template after making the >changes to the ticket. I thought that putting the code in the prep >code and returning a "1" would do it, but nothing happens with the template. Gene, Maybe it's because it's Monday morning, but I wasn't thinking clearly when I wrote earlier - I apologize. I don't actually know how to make a custom action generate an email message that will use the scrip template. As Torsten said I think there's something on the wiki, but I couldn't find it. You could put your code into a custom condition instead of a custom action. Or you could create a new action in the lib/Actions directory and insert into the ScripActions table to make this available as a scrip action in the UI. There's an example of this on the wiki: http://wiki.bestpractical.com/index.cgi?NotifyNonRecipients but I haven't used this particular piece of code. Steve From gcecchi at peviani.it Mon Mar 26 13:23:01 2007 From: gcecchi at peviani.it (Gianluca Cecchi) Date: Mon, 26 Mar 2007 19:23:01 +0200 Subject: [rt-users] RT::Extension::BrandedQueues and filter sending address Message-ID: I'm trying to use RT::Extension::BrandedQueues as I'm providing helpdesk services for companies comp1 and comp2 in the same building. I would like to mantain e-mails sent only to one address from both companies and filter based on sender: If sender is user1 at comp1.com open ticket in general - comp1 queue If sender is user2 at comp2.com open ticket in general - comp2 queue Is the right thing to duplicate all queues such as - hw - comp1 - hw - comp2 - sw - comp1 - sw - comp2 - phone - comp1 - phone - comp2 Ecc. Assigning a tag of comp1 or comp2 respectively? Or am I misunderstanding at all the intended target for this extension? My main target would be to be able to track / separate / count the tickets and all what associated with what opened by guys in comp1 and in comp2. I would like to further generalize splitting the different departments..... Mainly for reports Thanks to anyone who will have time and patience to send at least some light to me or to suggest other extensions or inside features of rt itself for my targets, if I'm not considering them ;-) Gianluca -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon Mar 26 13:45:42 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 26 Mar 2007 20:45:42 +0300 Subject: [rt-users] RT 3.6.3 svn7331 and user's 10 highest priority tickets In-Reply-To: <4607A76E.300@eva.dp.ua> References: <4607A76E.300@eva.dp.ua> Message-ID: <589c94400703261045n7cd8b659o940f02961ef98faa@mail.gmail.com> Could you test it with DBIx::SearchBuilder 1.48? On 3/26/07, Andrew Kornilov wrote: > Hi all. > > I've upgraded RT to the latest SVN code and can't see "user's 10 highest > priority tickets" in the ticket. It looks like: > > More about support at lexico-voip.com > > Comments about this user: > *Autocreated on ticket submission* > This user's 10 highest priority tickets: > Groups this user belongs to: > > * /Everyone/ > * /Unprivileged/ > > > and nothing else. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 aalomari at adelphia.net Mon Mar 26 14:50:07 2007 From: aalomari at adelphia.net (ayish alomari) Date: Mon, 26 Mar 2007 11:50:07 -0700 Subject: [rt-users] RT login page Message-ID: <25646506.1174935007807.JavaMail.root@web36> Someone please give me a hint on what I am missing . I installed rt3-3.6.3 with httpd 2.2.3 , and mod_perl 2.02, and mysql 5.027 fallowed the install instruction on Best Practical 's webcite. I am able to get the first page or login page but none of the links works all the links give me not found error saying The requested URL /usr/share/rt3/ was not found on this server. or The requested URL /usr/share/rt3/Search/Build.html was not found on this server. Depending on there the link points too. RT is in that directory. Any suggestion would be greatly apreciated .. Thank you in advance From torsten.brumm at Kuehne-Nagel.com Mon Mar 26 15:03:51 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Mon, 26 Mar 2007 21:03:51 +0200 Subject: AW: [rt-users] RT login page Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03943141C9@w3hamboex11.ger.win.int.kn> Do you have some more information? How does your setup looks like? Apache conf? Directories? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Mon Mar 26 20:50:07 2007 Subject: [rt-users] RT login page Someone please give me a hint on what I am missing . I installed rt3-3.6.3 with httpd 2.2.3 , and mod_perl 2.02, and mysql 5.027 fallowed the install instruction on Best Practical 's webcite. I am able to get the first page or login page but none of the links works all the links give me not found error saying The requested URL /usr/share/rt3/ was not found on this server. or The requested URL /usr/share/rt3/Search/Build.html was not found on this server. Depending on there the link points too. RT is in that directory. Any suggestion would be greatly apreciated .. Thank you in advance _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sales at bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ldriggers at fncinc.com Mon Mar 26 17:23:55 2007 From: ldriggers at fncinc.com (Les Driggers) Date: Mon, 26 Mar 2007 16:23:55 -0500 Subject: [rt-users] LDAP and user info In-Reply-To: <4604267E.EB5A.009D.0@stonebridgebank.com> Message-ID: <2788D5DC2F58B24280FC3F99956AE1C9043FA31C@ox-exch01.fncinc.com> I think I had to set my pre-existing user's passwords to *NO-PASSWORD* before their network credentials would work. I did it in psql instead of the web interface. Hope it helps. Les -- Les Driggers ? Manager, Corporate IT T 662/236-8200 ? F 662/236-2037 ? ldriggers at fncinc.com FNC Inc. ? 1214 Office Park Drive ? Oxford, MS 38655 www.fncinc.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Michael James > Sent: Friday, March 23, 2007 6:12 PM > To: RT Users Subject: [rt-users] LDAP and user info > > Hi, I have an instance of RT 3.4.6 running nicely, thank you, > that serves as our internal Helpdesk. I use LDAP to > authenticate users, and I'm having a problem with some users. > I think these users were created before I got the LDAP mods installed. > > So, these users can't login to RT using their network > credentials. If I set a password for them, they can get in > fine. How do I tweak RT to make it authenticate these users > with LDAP instead? (Other users can login fine using their > network id / password.) > > Or, maybe I'm on the wrong track... Other suggestions also welcomed. > > Thanks, Mike > > > The information in this message may be proprietary and/or > confidential, and protected from disclosure. If the reader of > this message is not the intended recipient, or an employee or > agent responsible for delivering this message to the intended > recipient, you are hereby notified that any dissemination, > distribution or copying of this communication is strictly > prohibited. If you have received this communication in error, > please notify Stonebridge Bank immediately by replying to > this message and deleting it from your computer. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial > support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > Confidentiality Notice: This message is for the sole use of the intended recipient(s). It may contain confidential or proprietary information and may be subject to the attorney-client privilege or other confidentiality protections. If this message was misdirected, neither FNC Holding Company, Inc. nor any of its subsidiaries waive any confidentiality, privilege, or trade secrets. If you are not a designated recipient, you may not review, print, copy, retransmit, disseminate, or otherwise use this message. If you have received this message in error, please notify the sender by reply e-mail and delete this message. From sashag at austbrokers.com.au Tue Mar 27 01:57:13 2007 From: sashag at austbrokers.com.au (Sasha Gerrand) Date: Tue, 27 Mar 2007 15:57:13 +1000 Subject: [rt-users] AD Authentication/Single Signon Issues In-Reply-To: <69aaf7b40703221451wbe299f5tc9835d118e8ac50c@mail.gmail.com> References: <69aaf7b40703221451wbe299f5tc9835d118e8ac50c@mail.gmail.com> Message-ID: <11C1048FB499954D9C888EF15148AF0C9F8E4B@austbdc.austbrok.local> The key items in the document you referred to relates to mod_ntlm: * Grab mod_ntlm for the relevant version of Apache you have (v1/v2) from here : http://modntlm.jamiekerwick.co.uk/ * Check the mod_ntlm directives in your Apache configuration are correct. * Check that 'the URL of your RT apache vhost to either the "trusted sites" or "intranet sites" zone of Internet Explorer'. There may be an error in your configuration which is stopping the NTLM calls being made correctly. HTH Regards, Sasha Sasha Gerrand Web & Database Developer Austbrokers Holdings Limited Level 21, 111 Pacific Highway North Sydney NSW 2060 PO Box 1813 North Sydney NSW 2060 Ph: 02 9935 2230 Mobile: 0431 895 718 Email: sashag at austbrokers.com.au Web: http://www.austbrokers.com.au NOTICE If you are not an authorised recipient of this email, please contact Austbrokers Holdings immediately by return e-mail or by telephone on +61-2-4920-6117. In this case, you should not read, print, re-transmit, store or act on this e-mail or any attachments. Please destroy the message and attachments. This e-mail and any attachments are confidential and may contain legally privileged information and/or copyright material of Austbrokers Holdings or third parties. You should only re-transmit, distribute or commercialise the material if you are authorised to do so. Internet e-mails are not necessarily secure, Austbrokers Holdings does not accept responsibility for changes made to this message after it was sent. This Notice should not be removed. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rob Shupe Sent: Friday, 23 March 2007 8:51 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] AD Authentication/Single Signon Issues I know this concept has been beaten to death, as I've dug through many many posts today related to the issue in the archives. Unfortunately, I can't find an answer to my specific question so here goes. I was able to get Active Directory authentication to work through LDAP using the guide at http://wiki.bestpractical.com/index.cgi?LDAP. I also have accounts being auto-created for new users. The only thing that still doesn't seem to happen is a single signon. I can type in a username and password and it will authenticate against active directory just fine, I just can't get it to go automatically if someone has already logged into their workstation. No matter what, I always have to login at the login page. >From the guide I can't exactly tell if it's supposed to even do a single signon, but I'd like to know if the possibility exists and how to go about doing it. I know there is also this guide http://blank.org/memory/output/rt-ad-sso.html but it seems to be older (for Apache 1, older version of RT, etc.) and I've already implemented the other solution, so I'm trying to make the other solution work but still have single signon. Any suggestions would be appreciated. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From nico-rt-users at schottelius.org Tue Mar 27 05:09:12 2007 From: nico-rt-users at schottelius.org (Nico -telmich- Schottelius) Date: Tue, 27 Mar 2007 11:09:12 +0200 Subject: [rt-users] Problems after modifying search "unowned tickets" Message-ID: <20070327090912.GA28497@schottelius.org> Hello dear list, I've the problem, that the tickets shown in "XX newest unowned tickets" on the frontpage are not clickable anymore. Using RT 3.6.1 on freebsd/ports. What I did that it happened that way: - I logged in as superuser and wanted not to see the windows queue; So I hit "edit" next to "XX newest unowned tickets", followed to "Search - Unowned Tickets" and added "AND Queue != 'windows'". I saved the search as "[_1] newest unowned tickets" - After I recognized that this is a global change, I tried to revert it by simply deleting the additional condition. The list was intact after that, but nothing is clickable on the "unowned tickets" list since then. - Also, if I click the link on the topic "XX newest unowned tickets" the search result is again not clickable. - I tried to fix it through changing the display columns in the search, but that did not work - Then I found and followed the description in http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance, section "Problems". The result is: - other users now have a take button - I don't have that - What I would like to have is simply the situation it was before doing any change to the search. - Can I a) restore the original search somehow? b) reset my personal view, so that it is not different from others? c) reset the "Display Columns" section in the search, so it is as before? I though perhaps there is a 'reset' button, but did not locate it. Now I understand why most people do not recommend to work as superuser... Thanks for any hint! Nico -- Think about Free and Open Source Software (FOSS). http://nico.schottelius.org/documentations/foss/the-term-foss/ PGP: BFE4 C736 ABE5 406F 8F42 F7CF B8BE F92A 9885 188C -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From nico-rt-users at schottelius.org Tue Mar 27 06:19:46 2007 From: nico-rt-users at schottelius.org (Nico -telmich- Schottelius) Date: Tue, 27 Mar 2007 12:19:46 +0200 Subject: [rt-users] Problems after modifying search "unowned tickets" In-Reply-To: <20070327090912.GA28497@schottelius.org> References: <20070327090912.GA28497@schottelius.org> Message-ID: <20070327101946.GB28497@schottelius.org> I just upgraded to 3.6.3 (so far no problems) and tried the "Reset to default" button in Prefs->RT at a glance, which does not change anything. I was told that there should also be such a button below Conf->Global->Rt at a glance, but there it is non-existent. So situation unchanged, still waiting for any hint, whether an update or something to the db could repair it. Nico -telmich- Schottelius [Tue, Mar 27, 2007 at 11:09:12AM +0200]: > Hello dear list, > > I've the problem, that the tickets shown in > "XX newest unowned tickets" on the frontpage are not clickable anymore. > > Using RT 3.6.1 on freebsd/ports. > > What I did that it happened that way: > > - I logged in as superuser and wanted not to see the windows queue; > So I hit "edit" next to "XX newest unowned tickets", > followed to "Search - Unowned Tickets" and added > "AND Queue != 'windows'". I saved the search as > "[_1] newest unowned tickets" > > - After I recognized that this is a global change, I tried to revert it > by simply deleting the additional condition. The list was intact after > that, but nothing is clickable on the "unowned tickets" list since > then. > > - Also, if I click the link on the topic "XX newest unowned tickets" the > search result is again not clickable. > > - I tried to fix it through changing the display columns in the search, > but that did not work > > - Then I found and followed the description in > http://wiki.bestpractical.com/index.cgi?ChangeDefaultRTAtAGlance, > section "Problems". The result is: > > - other users now have a take button > - I don't have that > > - What I would like to have is simply the situation it was before doing > any change to the search. > > - Can I > a) restore the original search somehow? > b) reset my personal view, so that it is not different from others? > c) reset the "Display Columns" section in the search, so it is as > before? > > I though perhaps there is a 'reset' button, but did not locate it. > > Now I understand why most people do not recommend to work as > superuser... > > Thanks for any hint! > > Nico > > -- > Think about Free and Open Source Software (FOSS). > http://nico.schottelius.org/documentations/foss/the-term-foss/ > > PGP: BFE4 C736 ABE5 406F 8F42 F7CF B8BE F92A 9885 188C > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Think about Free and Open Source Software (FOSS). http://nico.schottelius.org/documentations/foss/the-term-foss/ PGP: BFE4 C736 ABE5 406F 8F42 F7CF B8BE F92A 9885 188C -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From torsten.brumm at Kuehne-Nagel.com Tue Mar 27 07:57:17 2007 From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm) Date: Tue, 27 Mar 2007 13:57:17 +0200 Subject: [rt-users] Approval Question In-Reply-To: <20070327101946.GB28497@schottelius.org> Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039433AD7A@w3hamboex11.ger.win.int.kn> Hi RT Users, i'm looking for a way to create a Ticket of Type Approval via the WebUI. My Plan is to create a Button or Link, where the User can create at any time a Approval Ticket in a specific Approval Queue from inside a normal Ticket. I know, I can do this per scrip at Create Time or similar, but I my users need a simple Link to do this. Any Ideas how I can set via a Create.html or something the Ticket Type to Approval???? Thanks for any hint. Torsten From aalomari at adelphia.net Tue Mar 27 08:49:31 2007 From: aalomari at adelphia.net (ayish alomari) Date: Tue, 27 Mar 2007 5:49:31 -0700 Subject: [rt-users] Links After the login page. Message-ID: <17646647.1174999771302.JavaMail.root@web31> Someone please give me a hint on what I am missing . I installed rt3-3.6.3 with httpd 2.2.3 , and mod_perl 2.02, and mysql 5.027 fallowed the install instruction on Best Practical 's webcite. I am able to get the first page or login page but none of the links works all the links give me not found error saying The requested URL /usr/share/rt3/ was not found on this server. or The requested URL /usr/share/rt3/Search/Build.html was not found on this server. Depending on there the link points too. RT is in that directory. here is what my setup looks like My http.conf --------------------------- DocumentRoot "/usr/share/rt3" Include conf.d/rt3.conf ----------------------------- rt3.conf ------------------- Alias /rt3 "/usr/share/rt3/html" PerlRequire /usr/sbin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks RewriteEngine On # RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason -------------------------------------- and my RT_SiteConfig.pm ------------------------------------------------------------------ Set($WebPath , "/usr/share/rt3"); Set($WebPort , 80);# + ($< * 7274) % 32766 + ($< && 1024)); Set($WebBaseURL , "http://localhost:$WebPort"); ------------------------------------------------------------------------- Let me know if there any additional information needed.. Thank you in advance From jlong at messiah.edu Tue Mar 27 08:42:30 2007 From: jlong at messiah.edu (Jason Long) Date: Tue, 27 Mar 2007 08:42:30 -0400 Subject: [rt-users] Give someone rights to a ticket, without notifications Message-ID: <46091136.7090506@messiah.edu> A few months ago someone asked about adding a custom watcher type (called "Solver") and it was suggested use a custom field instead. I think I have a similar need, but I want to be able to assign the watcher rights as well, which I can't do with a custom field. Specifically... I want to define a new role, called e.g. "Supervisor", that should have full access to the ticket, but should not receive notifications, unless they're also a Requestor, Cc, or AdminCc, which do receive notifications. In other words, I want to assign someone rights to a ticket without putting them on the notification list. Any ideas how to handle this? Jason From nico-rt-users at schottelius.org Tue Mar 27 09:24:32 2007 From: nico-rt-users at schottelius.org (Nico -telmich- Schottelius) Date: Tue, 27 Mar 2007 15:24:32 +0200 Subject: [rt-users] Links After the login page. In-Reply-To: <17646647.1174999771302.JavaMail.root@web31> References: <17646647.1174999771302.JavaMail.root@web31> Message-ID: <20070327132432.GB29942@schottelius.org> Your Webpath should be relative to the URL, not to the filesystem. ayish alomari [Tue, Mar 27, 2007 at 05:49:31AM -0700]: > [...] > and my RT_SiteConfig.pm > ------------------------------------------------------------------ > Set($WebPath , "/usr/share/rt3"); Try this: Set($WebPath , "/"); Nico -- Think about Free and Open Source Software (FOSS). http://nico.schottelius.org/documentations/foss/the-term-foss/ PGP: BFE4 C736 ABE5 406F 8F42 F7CF B8BE F92A 9885 188C -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Mar 27 09:32:30 2007 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 27 Mar 2007 09:32:30 -0400 Subject: [rt-users] Give someone rights to a ticket, without notifications In-Reply-To: <46091136.7090506@messiah.edu> References: <46091136.7090506@messiah.edu> Message-ID: <46091CEE.1000502@ucrwcu.rwc.uc.edu> Make a Supervisor group with all appropriate rights? Jason Long wrote: > A few months ago someone asked about adding a custom watcher type > (called "Solver") and it was suggested use a custom field instead. > > I think I have a similar need, but I want to be able to assign the > watcher rights as well, which I can't do with a custom field. > > Specifically... > > I want to define a new role, called e.g. "Supervisor", that should > have full access to the ticket, but should not receive notifications, > unless they're also a Requestor, Cc, or AdminCc, which do receive > notifications. > > In other words, I want to assign someone rights to a ticket without > putting them on the notification list. > > Any ideas how to handle this? > > Jason > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From JLong at messiah.edu Tue Mar 27 09:54:22 2007 From: JLong at messiah.edu (Jason Long) Date: Tue, 27 Mar 2007 09:54:22 -0400 Subject: [rt-users] Give someone rights to a ticket, without notifications In-Reply-To: <46091CEE.1000502@ucrwcu.rwc.uc.edu> References: <46091136.7090506@messiah.edu> <46091CEE.1000502@ucrwcu.rwc.uc.edu> Message-ID: <4608E9CE.9E7C.005D.1@messiah.edu> >>>> Drew Barnes 3/27/07 9:32 AM >>> >> In other words, I want to assign someone rights to a ticket without >> putting them on the notification list. >> >Make a Supervisor group with all appropriate rights? That would give them rights to more than just that one ticket, wouldn't it? Jason From Robert.Grasso at cedrat.com Tue Mar 27 11:58:54 2007 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Tue, 27 Mar 2007 17:58:54 +0200 Subject: [rt-users] currently connected users list Message-ID: Hello, I am running RT 3.6.1 on CentOS 4.4. >From time to time, I may need to contact each of our users logged on the Web interface - for maintenance reasons. Is there a command allowing to list every currently logged user ? 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 From MJames at stonebridgebank.com Tue Mar 27 12:56:54 2007 From: MJames at stonebridgebank.com (Michael James) Date: Tue, 27 Mar 2007 12:56:54 -0400 Subject: [rt-users] LDAP and user info In-Reply-To: <2D3D2157189440469065F42BBF3F9B3B0164BFBE@NYC1MS01.lic.corp.freshdirect.com> References: <4604267E.EB5A.009D.0@stonebridgebank.com> <2D3D2157189440469065F42BBF3F9B3B0164BFBE@NYC1MS01.lic.corp.freshdirect.com> Message-ID: <46091475.EB5A.009D.0@stonebridgebank.com> I did track down the LDAP problem, and it didn't have anything specifically to do with RT. We use Novell eDirectory here. Some of our older accounts were apparently created with NWADMIN, which does not create a UID for those users. Following the instructions on the wiki (http://wiki.bestpractical.com/index.cgi?LdapSiteConfigSettings ) I had set the attribute 'Name' = 'uid' and it worked for 95% of the users. Turns out that a few users did not have uid's defined in their LDAP accounts. Fixed their LDAP accounts, and now everything is cool. Thanks for your help! As far as logging on with LDAP or password, see the above wiki page. Line 2 of the code there says: ### What auth methods do you like and in what order? Set($AuthMethods, ['LDAP', 'Internal']); So, users with internal RT passwords can still get in. Thanks, Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. >>> "Scott Golby" 3/26/2007 12:27 PM >>> > Hi, I have an instance of RT 3.4.6 running nicely, thank you, that serves > as our internal Helpdesk. I use LDAP to authenticate users, and I'm having > a problem with some users. I think these users were created before I got > the LDAP mods installed. We have almost the opposite here, accounts created before the LDAP was installed can login with either their LDAP password or their old RT password. It does a fall through, you can see it in the logs, I did a quick look and I don't spot a config which turns that on or off. One issue I came up against with the LDAP / Email causing account creation was userids would get created as username at emailaddress.com, where our Active Directory server would only allow 'username'. I wrote a little cleaner script to go into the Database and strip the @emailaddress.com out of the name.users table. Doesn't sound like your exact problem, but maybe your LDAP wants those user-id's in Format A. and your historical pre-LDAP accounts are in Format B. and what is actually happening is they are falling through to the RT password (which you mention you set) and that's how they get in ? Turning the debug on gives quite a lot of useful info Set($LogToFile , 'debug'); Good luck. Scott From ESchultz at corp.untd.com Tue Mar 27 12:54:31 2007 From: ESchultz at corp.untd.com (Schultz, Eric) Date: Tue, 27 Mar 2007 09:54:31 -0700 Subject: [rt-users] currently connected users list In-Reply-To: References: Message-ID: > > >From time to time, I may need to contact each of our users > logged on the Web interface - for maintenance reasons. > > Is there a command allowing to list every currently logged user ? No, and there really isn't a good way to tell, either, unless you are agressive about harvesting stale sessions. That is, the simplest way to tell who is logged on from the application perspective would be to do a select on the session table from the database. Problem is, though, people rarely logout, and so their old session hangs around. I'm not even sure a session row is removed on logout. A simpler solution may be to have a maintenance message displayed at the top of the page when you wish to perform maintenance. It would have to be in a file that is checked every time the home page is loaded, to avoid Mason's caching. I believe someone else recently did something similar on this list? Only they actually replaced the entire page with a "sorry, we're doing maintenance now" page, IIRC. Eric Schultz United Online From rubenromao at gmail.com Tue Mar 27 13:22:28 2007 From: rubenromao at gmail.com (Ruben Romao) Date: Tue, 27 Mar 2007 18:22:28 +0100 Subject: [rt-users] Merge two rt databases Message-ID: Hi! I have two RT's running. Now I want to simplify it merging the databases in just one, so I can use only one RT with the whole data merged. I think that the only way to do that is write a PERL script that selects inserts the data between the databases keeping the old IDs...etc... Had Somebody did that already or have high knowledge to help me doing this? Thanks very much! rubenromao From sturner at MIT.EDU Tue Mar 27 14:49:46 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 27 Mar 2007 14:49:46 -0400 Subject: [rt-users] Binary Attachment Corruption Message-ID: <6.2.3.4.2.20070327144436.03b5d010@po14.mit.edu> Hello, We've just had our first and only report of a binary attachment being corrupted in RT. I was hoping someone might have an idea why this might happen. The file in question was a zip archive, size 7MB and was attached to an incoming email message. We are at RT 3.4.2, Perl 5.8.4 and Oracle 9.2. Our Attachments table looks like this: desc attachments Name Null? Type ----------------------------------------- -------- ---------------------------- ID NOT NULL NUMBER(11) TRANSACTIONID NOT NULL NUMBER(11) PARENT NOT NULL NUMBER(11) MESSAGEID VARCHAR2(160) SUBJECT VARCHAR2(510) FILENAME VARCHAR2(255) CONTENTTYPE VARCHAR2(80) CONTENTENCODING VARCHAR2(80) CONTENT CLOB HEADERS CLOB CREATOR NOT NULL NUMBER(11) CREATED DATE These are our config settings for handling large attachments: Set($MaxAttachmentSize , 10000000); Set($TruncateLongAttachments , undef); Thanks for any suggestions, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From nmetrowsky at digitalglobe.com Tue Mar 27 15:37:20 2007 From: nmetrowsky at digitalglobe.com (Nick Metrowsky) Date: Tue, 27 Mar 2007 13:37:20 -0600 Subject: [rt-users] MySQl Versions supported by Request Tracker V3.6.3 Message-ID: Hi Everyone, What versions of MySQL are supported for Request Tracker V3.6.3? In addition to V4.1.15, will it support MySQl V5.X? Nick ------------------------------------------------------------------------ --------- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax nmetrowsky at digitalglobe.com DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com ------------------------------------------------------------------------ --------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From rgurung at cait.org Tue Mar 27 16:15:52 2007 From: rgurung at cait.org (Raj K Gurung) Date: Tue, 27 Mar 2007 15:15:52 -0500 Subject: [rt-users] MySQl Versions supported by Request Tracker V3.6.3 In-Reply-To: References: Message-ID: <1175026552.7959.0.camel@st06410722728.caituser.cait.org> Yeah It supports Mysql 5.x too. thanks, raj On Tue, 2007-03-27 at 13:37 -0600, Nick Metrowsky wrote: From ruslan.zakirov at gmail.com Tue Mar 27 16:23:06 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 28 Mar 2007 00:23:06 +0400 Subject: [rt-users] MySQl Versions supported by Request Tracker V3.6.3 In-Reply-To: <1175026552.7959.0.camel@st06410722728.caituser.cait.org> References: <1175026552.7959.0.camel@st06410722728.caituser.cait.org> Message-ID: <589c94400703271323u7b257424ia5b598c1bb480064@mail.gmail.com> However, regressions have been reported in mysql's query planner in 5.0.x, this could slow down several queries to impossible to use state, but may be these issues have been fixed in the most recent versions of mysql. On 3/28/07, Raj K Gurung wrote: > Yeah It supports Mysql 5.x too. > > thanks, > raj > On Tue, 2007-03-27 at 13:37 -0600, Nick Metrowsky wrote: > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 chaim.rieger at gmail.com Tue Mar 27 17:10:04 2007 From: chaim.rieger at gmail.com (Chaim Rieger) Date: Tue, 27 Mar 2007 14:10:04 -0700 Subject: [rt-users] Upgrade to RT 3.6.3 In-Reply-To: <67048CBE51B1644D89DDD3B7C9F2D19E034E4E7A@ecamlmw720.eamcs.ericsson.se> References: <67048CBE51B1644D89DDD3B7C9F2D19E034E4E7A@ecamlmw720.eamcs.ericsson.se> Message-ID: <4609882C.3090503@gmail.com> Firas Batal (QA/EMC) wrote: > > Hello, > > I am new to RT. I think that it is a great tool. However, I would like > to take some of your time to inquire about the following issue: I > currently have RT 3.2.1 running, and I will upgrade to 3.6.3. My > question is the following: If I upgrade to 3.6.3, will the database > ?RT3? will be lifted with the upgrade with no modification. That is, > will RT3 tables and information require manual database modifications > to fit into the RT3.6.3 environment? > > Thank you > Firas > you can upgrade, but will require some stepping, not hard either, its all in the docs, and archive. -- eats the blues for breakfast, does unix for rent, plays harp for food, will play the flute for kicks rides for the freedom www.up-south.com From stacy.gaddy at sienatech.com Tue Mar 27 17:53:13 2007 From: stacy.gaddy at sienatech.com (Stacy Gaddy) Date: Tue, 27 Mar 2007 17:53:13 -0400 Subject: [rt-users] Soft Close Message-ID: <200703271753.13558.stacy.gaddy@sienatech.com> I've seen some old posts in reference to a soft close feature. Does the concept of a soft close (closing a ticket in a specified status automatically after a specified amount of time passes) exist in RT 3.6.3? From pkime at Shopzilla.com Tue Mar 27 22:16:56 2007 From: pkime at Shopzilla.com (Philip Kime) Date: Tue, 27 Mar 2007 19:16:56 -0700 Subject: [rt-users] Random error when clicking on "Home" Message-ID: <9C0091F428E697439E7A773FFD083427A92BFE@szexchange.Shopzilla.inc> We see this on occasion, known issue? When clicking 'home' from the nav bar: error: RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 80) 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: /opt/ActivePerl-5.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:496 /usr/local/rt/lib/RT/Attributes_Overlay.pm:80 /usr/local/rt/lib/RT/Attributes_Overlay.pm:72 /usr/local/rt/lib/RT/Attributes_Overlay.pm:87 /usr/local/rt/lib/RT/Attributes_Overlay.pm:118 /usr/local/rt/share/html/Elements/ShowSearch:83 /usr/local/rt/share/html/Elements/MyRT:97 /usr/local/rt/share/html/index.html:79 /usr/local/rt/share/html/autohandler:308 raw error RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 80) Trace begun at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 80) ^J') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 496 DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xa2a3d0d4)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 80 RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xa426cafc)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 72 RT::Attributes::_DoSearch('RT::Attributes=HASH(0xa426cafc)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 87 RT::Attributes::_AttrHash('RT::Attributes=HASH(0xa426cafc)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 118 RT::Attributes::Named('RT::Attributes=HASH(0xa426cafc)', 'Search - My Tickets') called at /usr/local/rt/share/html/Elements/ShowSearch line 83 HTML::Mason::Commands::__ANON__('Name', 'My Tickets', 'Override', 'HASH(0xa2892b08)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x10 9bdb6c)', 'Name', 'My Tickets', 'Override', 'HASH(0xa2892b08)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, 'Name', 'My Tickets', 'Override', 'HASH(0xa2892b08)') called at /usr/local/rt/share/html/Elements/MyRT line 97 HTML::Mason::Commands::__ANON__('HASH(0xa399a874)') called at /usr/local/rt/share/html/Elements/MyRT line 51 HTML::Mason::Commands::__ANON__ at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc3 dbad4)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1251 eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef) called at /usr/local/rt/share/html/index.html line 79 HTML::Mason::Commands::__ANON__ at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x87 1d458)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1251 eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/rt/share/html/autohandler line 308 HTML::Mason::Commands::__ANON__ at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb5 52dd4)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1245 HTML::Mason::Request::comp(undef, undef, undef) called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 459 eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 459 eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 411 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa 322c234)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH andler=HASH(0xa322c234)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H ASH(0xb748670)', 'Apache2::RequestRec=SCALAR(0xa3ccc624)') called at /usr/local/rt/bin/webmux.pl line 123 eval {...} at /usr/local/rt/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa3ccc624)') called at -e line 0 eval {...} at -e line 0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From CLoos at netcologne.de Wed Mar 28 03:23:23 2007 From: CLoos at netcologne.de (Loos, Christian) Date: Wed, 28 Mar 2007 09:23:23 +0200 Subject: [rt-users] Problems after modifying search "unowned tickets" Message-ID: <657C603258FA594DB9A8C49EB86631190BD650BA@ncmail.netcologne.intern> Hello, same happend to me. Look into /etc/initialdata and search for '# Predefined searches' an there you find the default searchs. Chris From theillien at yahoo.com Wed Mar 28 04:08:25 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 28 Mar 2007 04:08:25 -0400 Subject: [rt-users] Script assistance Please Message-ID: <460A2279.1060302@yahoo.com> I can't get this script to do what I need which is to create a weekly tally of time spent by each user on each of our customers. The goal is to have it print out each customer name as a header and below that the time spent on them by each user in the previous week. However, what it does now is print out the total time spent on *all* customers by each user. So, instead of output saying that user1 spent 20 minutes on customer1 and 30 minutes on customer2, I get user1 spent 50 minutes total working on all customers. Can someone take a look and help me out? #!/usr/bin/perl use warnings; use strict; use lib '/usr/local/rt-3.6.3/lib'; use lib '/usr/local/rt-3.6.3/local/lib'; use RT; use RT::Tickets; use RT::Users; RT::LoadConfig(); RT::Init(); # Declare our global variables my (@days, @months, @years, @date, @displayDate); my $time = time(); for (1 .. 7) { $time -= 24*60*60; @date = (localtime($time))[3 .. 5]; push @days, (sprintf '%02d', $date[0]); push @months,(sprintf '%02d',$date[1] + 1); push @years, $date[2] + 1900; push @displayDate, join "-", (sprintf '%02d', $date[1] + 1), (sprintf '%02d', $date[0]), $date[2] + 1900; } my $endDate = join "-", $years[0], $months[0], $days[0]; my $startDate = join "-", $years[$#years], $months[$#months], $years[$#years]; my $emailTo = "user1\@company.com, user2\@company.com"; my $emailFrom = "root"; my $emailBcc = "user3\@company.com"; my $emailSubj = "RT User Timesheet for The Week Ending $endDate"; my $emailMsg = "Attached is a file containing billable time committed by each user for the week ending $endDate."; my $tix = new RT::Tickets(RT::SystemUser); $tix->FromSQL('Queue = "CustomerCare" AND Status = "open" AND Created < "2007-03-03"'); #$tix->FromSQL('Queue = "CustomerCare" AND (Status = "resolved" OR Status = "open") AND (LastUpdated >= "' . $startDate . '" AND LastUpdated < "' . $endDate. '")'); my @environment; my %environment; my %timeworked; my $users = new RT::Users(RT::SystemUser); $users->LimitToPrivileged; # The nitty gritty of the script while (my $ticket = $tix->Next) { my $environment = $ticket->FirstCustomFieldValue('Environment'); my $user; my $transaction; unless ($environment) { warn "warning " . $ticket->id. " has no environment"; next } foreach my $key (keys %environment) { if (exists $environment{$key}) { next; }else{ $environment{$key} = 0; } } foreach my $key (keys %environment) { print $key . " -> " . $environment{$key} . "\n"; } my $transactions = $ticket->Transactions; foreach my $enviro (keys %environment) { while ($transaction = $transactions->Next) { next unless (($transaction->TimeTaken) && ($enviro == $ticket->FirstCustomFieldValue('Environment'))) ; print "Working on " . $ticket . " for " . $enviro . "\n"; $timeworked{$transaction->Creator} += $transaction->TimeTaken; } } foreach my $user (keys %timeworked) { foreach my $cust (keys %environment) { $environment{$cust}{$user} = $timeworked{$user}; } } } open TIMESHEET, ">/work_reports/weekly/timesheet_weekof_$endDate.txt"; #print "\nTimesheet for $weekStart to $weekEnd\n"; printf TIMESHEET "\nUser Timesheet for $startDate to $endDate\n"; foreach my $user (keys %timeworked) { # Print the header for our data # print "\n\n" . $displayDate . "\n"; printf TIMESHEET "\n\n" . (shift @displayDate) . "\n"; # printf "%32s%11s\n", "Time", "Avg Time"; printf TIMESHEET "%32s%11s\n", "Time"; # printf "%18s%7s%7s%11s\n", "Profile", "Tkts", "hh:mm", "hh:mm"; printf TIMESHEET "%18s%7s%7s%11s\n", "Profile", "Tkts", "hh:mm"; # print ("-" x 44); print TIMESHEET ("-" x 44); # print "\n"; print TIMESHEET "\n"; foreach my $env (sort keys %environment) { print $env . " -> " . $environment{$env}{$user} . "\n"; } # Prepare and send the email which with the report to all necessary parties. my $fullEmail = new MIME::Lite(From => $emailFrom, To => $emailTo, Bcc => $emailBcc, Subject => $emailSubj, Type => "multipart/mixed"); $fullEmail->attach(Type => "TEXT", Data => $emailMsg); $fullEmail->attach(Type => "text/plain", Path => "/work_reports/weekly/timesheet_weekof_$endDate.txt", Disposition => "attachment"); $fullEmail->send("sendmail", "/usr/sbin/sendmail -t");} -- Mathew From jphayes at gmail.com Wed Mar 28 10:13:10 2007 From: jphayes at gmail.com (John Paul Hayes) Date: Wed, 28 Mar 2007 15:13:10 +0100 Subject: [rt-users] Attachments Message-ID: <8d4ad9b90703280713o39952bddrb47e8f94f7facb9c@mail.gmail.com> Hi All, I'm currently developing a form which performs some basic ticket manipulations eg, set priority, due date etc... Now the requirement to add attachments has arisen on this form. I've searched the archives for relevant information on this but I cannot find any. So hence this post. Has anybody developed such a form with this functionality before? If so, would they be kind enought to point me in the right direction. Thank you in advance, Jp -------------- next part -------------- An HTML attachment was scrubbed... URL: From kellermg at potsdam.edu Wed Mar 28 10:22:47 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Wed, 28 Mar 2007 10:22:47 -0400 Subject: [rt-users] Attachments In-Reply-To: <8d4ad9b90703280713o39952bddrb47e8f94f7facb9c@mail.gmail.com> References: <8d4ad9b90703280713o39952bddrb47e8f94f7facb9c@mail.gmail.com> Message-ID: <1175091767.4013.54.camel@mlap> Yeah, I have a number of webforms that use attachments. They all send e-mail (with file attached) to the rt e-mail gateway, and it disassembles the attachments and adds them properly to the ticket. On Wed, 2007-03-28 at 15:13 +0100, John Paul Hayes wrote: > Hi All, > > I'm currently developing a form which performs some basic ticket > manipulations > eg, set priority, due date etc... > Now the requirement to add attachments has arisen on this form. > > I've searched the archives for relevant information on this but I > cannot find any. > So hence this post. > > Has anybody developed such a form with this functionality before? > If so, would they be kind enought to point me in the right direction. > > Thank you in advance, > Jp > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From Brian_Gupta at timeinc.com Wed Mar 28 10:13:58 2007 From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com) Date: Wed, 28 Mar 2007 10:13:58 -0400 Subject: [rt-users] RE: RT-Users Digest, Vol 36, Issue 80 In-Reply-To: <20070328021718.780B84D818B@diesel.bestpractical.com> Message-ID: Has anyone gotten the latest version of RT working on Solaris 10-x86? Thanks, Brian Brian Gupta Time Inc Information Technology Dept 212-522-1401 From kellermg at potsdam.edu Wed Mar 28 10:53:50 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Wed, 28 Mar 2007 10:53:50 -0400 Subject: [rt-users] Attachments In-Reply-To: <1175091767.4013.54.camel@mlap> References: <8d4ad9b90703280713o39952bddrb47e8f94f7facb9c@mail.gmail.com> <1175091767.4013.54.camel@mlap> Message-ID: <1175093630.4013.63.camel@mlap> Here's a code snippet of a function I wrote to abstract sending e-mail with attachments. If you read the perldoc for Mail::Sender, it talks about attaching multiple files, etc. sub Send_Email{ use Mail::Sender; my ($to, $from, $subject, $message, $attach) = @_; my $sender = new Mail::Sender{ smtp => '127.0.0.1', from => $from }; unless($sender) { die "Send_email said $sender: $Mail::Sender::Error \n"; } my $mf=$sender-> MailFile({ to => $to, subject => $subject, msg => $message, file => $attach }); unless($mf) { die "Send_email mailfile said $mf: $Mail::Sender::Error \n"; } } On Wed, 2007-03-28 at 10:22 -0400, Matthew Keller wrote: > Yeah, I have a number of webforms that use attachments. They all send > e-mail (with file attached) to the rt e-mail gateway, and it > disassembles the attachments and adds them properly to the ticket. > > On Wed, 2007-03-28 at 15:13 +0100, John Paul Hayes wrote: > > Hi All, > > > > I'm currently developing a form which performs some basic ticket > > manipulations > > eg, set priority, due date etc... > > Now the requirement to add attachments has arisen on this form. > > > > I've searched the archives for relevant information on this but I > > cannot find any. > > So hence this post. > > > > Has anybody developed such a form with this functionality before? > > If so, would they be kind enought to point me in the right direction. > > > > Thank you in advance, > > Jp > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: 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 jj at imagemicro.com Wed Mar 28 10:59:52 2007 From: jj at imagemicro.com (JJ Asghar) Date: Wed, 28 Mar 2007 09:59:52 -0500 Subject: [rt-users] I'm confused.... Message-ID: I started messing with Scrips so i can get email notifications when new tickets are created, and the owner has changed. First i have no idea how to get it to send me an email when there is a new ticket in say my "IT" queue. Second, when i have an owner change it sends out two emails, what could cause that? thanks in advance! -J Best Regards, JJ Asghar Network Administrator Free: (800) 729 3400 Direct: (512) 623 5619 Fax: (512) 339 9592 mailto: jj at imagemicro.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott at 4th.com Wed Mar 28 10:56:30 2007 From: scott at 4th.com (Scott Courtney) Date: Wed, 28 Mar 2007 10:56:30 -0400 Subject: [rt-users] Errors initializing database in RT 3.6.1 Message-ID: <200703281056.31274.scott@4th.com> Greetings! I searched the list archives and Google, but haven't seen any reports of this problem by anyone else. I'm convinced that it's "pilot error" on my part, not an RT bug, but I still need to ask for some help in solving it. I'm doing a fresh install of RT 3.6.1 on a Debian Etch system, with MySQL 5.x as the backing store. I have successfully installed RT 3.4.4 a number of times, so I'm familiar with the basic processes, but this is my first exposure to 3.6.x. I've created a database "rt3" and an RT user ID of "rt" for that database. I verified that user "rt" has all privileges on the "rt3" database and can login with its assigned password from the MySQL command prompt. Running "rt-setup-database-3.6 --action schema ......" works just fine, and creates the schema with no errors. However, running "rt-setup-database-3.6 --action insert --datafile \ /etc/request-tracker3.6/initialdata" fails with multiple error messages, to wit: Creating Superuser ACL...[Wed Mar 28 13:05:22 2007] [err]: System error. right not granted. (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:753) done. Creating groups...1.2.3.4.5.6.7.done. Creating users...[Wed Mar 28 13:05:22 2007] [err]: Couldn't load from the users database. (/usr/share/request-tracker3.6/lib/RT/CurrentUser.pm:145) (Error: No permission to create users)0.[Wed Mar 28 13:05:22 2007] [err]: Couldn't load from the users database. (/usr/share/request-tracker3.6/lib/RT/CurrentUser.pm:145) (Error: No permission to create users)0.done. Creating queues...[Wed Mar 28 13:05:22 2007] [err]: Couldn't load from the users database. (/usr/share/request-tracker3.6/lib/RT/CurrentUser.pm:145) (Error: No permission to create queues)0.[Wed Mar 28 13:05:22 2007] [err]: Couldn't load from the users database. (/usr/share/request-tracker3.6/lib/RT/CurrentUser.pm:145) (Error: No permission to create queues)0.done. Creating ACL...[Wed Mar 28 13:05:22 2007] [crit]: 1 (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:907) [Wed Mar 28 13:05:22 2007] [crit]: Can't load a principal for id (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:908) Principal not found..[Wed Mar 28 13:05:22 2007] [crit]: 1 (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:907) [Wed Mar 28 13:05:22 2007] [crit]: Can't load a principal for id (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:908) Principal not found..done. And so on. It just goes downhill from there, though I'm fairly convinced that the first error is the indirect cause of most of the others and that if I can fix it, I'll have fixed the rest. I've looked at the Perl code a bit, but to be honest I'm a Java guy and not all that literate in Perl. Is this thing failing because of a MySQL command not executing, and if so, is there a way for me to tell Perl to show me all the MySQL commands as it runs them? I'm enough of a MySQL wiz that if I can see what's failing there, I can fix it on my own. Or am I doing something wrong with my rt-setup-database-3.6 command? I looked at the ACL command, and that seems redundant to what I've already granted from the MySQL command prompt. Any help would be appreciated. This is on a new, not-yet-in-production server, rather than an upgrade, so dropping and recreating the database is no problem at all. (In fact, I've already done it a few times trying different things to fix the problem.) Thanks for any advice. Kind regards, Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From sturner at MIT.EDU Wed Mar 28 11:15:04 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 28 Mar 2007 11:15:04 -0400 Subject: [rt-users] Question on saved searches and group rights Message-ID: <6.2.3.4.2.20070328110926.03b829b0@po14.mit.edu> Hello, We had a request from a user who wanted to make her group's saved searches available to people outside of her group. I wondered if I could do this simply through permissions, so I looked in the Group Rights section of my user's group. Sure enough there's a "ShowSavedSearches" right in there. This looked just what I wanted, but assigning the right to someone outside the group doesn't make group's saved searches visible to the user. I checked the Query Builder code and it appears that you only see saved searches for groups of which you are a member - which is why the permissions didn't work for me. So my question is what is the purpose of the "ShowSavedSearches" right on the group? Where is it used? This is RT 3.4.2. Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From Brian_Gupta at timeinc.com Wed Mar 28 11:16:54 2007 From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com) Date: Wed, 28 Mar 2007 11:16:54 -0400 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: <20070328150446.C22E84D81A8@diesel.bestpractical.com> Message-ID: Has anyone gotten Solaris 10 x86 working? Thanks, Brian P.S. - Sorry for resending this. I got the subject wrong the first time. Brian Gupta Time Inc Information Technology Dept 212-522-1401 From firas.batal at ericsson.com Wed Mar 28 11:25:28 2007 From: firas.batal at ericsson.com (Firas Batal (QA/EMC)) Date: Wed, 28 Mar 2007 11:25:28 -0400 Subject: [rt-users] RAM Message-ID: <67048CBE51B1644D89DDD3B7C9F2D19E0351EED2@ecamlmw720.eamcs.ericsson.se> Hi, I do not know if this is the right forum for my question. I will try to see if someone has DB experience. I have RT 3.2.1 running with MySQL 4.0.21. I use MYSQL with RT, and I have just created a ticket that contains a .zip attachment with a size of 11MB. I wonder if one could guide me through the following: I know that MYSQL need lots of RAM to breathe properly. But, where is the file kept? Is in stored in records in RAM or its stored on the hard drive with a pointer of the location of the file stored in RAM? Thank you for your time and help Firas -------------- next part -------------- An HTML attachment was scrubbed... URL: From gmc at metro.cx Wed Mar 28 12:13:28 2007 From: gmc at metro.cx (Koen Martens) Date: Wed, 28 Mar 2007 18:13:28 +0200 Subject: [rt-users] I'm confused.... In-Reply-To: References: Message-ID: <460A9428.8040202@metro.cx> JJ Asghar wrote: > Second, when i have an owner change it sends out two emails, what could > cause that? Perhaps this is the same scrip defined twice, once globally and once for the specific queue?? Best, Koen From alisond at inf.ed.ac.uk Wed Mar 28 12:12:33 2007 From: alisond at inf.ed.ac.uk (Alison Downie) Date: Wed, 28 Mar 2007 17:12:33 +0100 (BST) Subject: [rt-users] group not found Message-ID: When trying to add a watcher to a ticket, we are getting the following error: [Thu Mar 15 13:16:25 2007] [warning]: RT::Handle=HASH(0x9af33f8) couldn't execute the query 'SELECT main.* FROM GroupMembers main WHERE ((main.GroupId = )) ' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9af33f8)', 'SELECT main.* FROM GroupMembers main WHERE ((main.GroupId =...') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 231 We are using rt 3.0.8 at the moment - to be upgraded shortly. Has anyone else seen this/know how to fix it ? Thanks, Alison -- ++++++++++++++++++++++++++++++++++++++++++++++ Alison Downie, Computing Officer School of Informatics, University of Edinburgh Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL Tel: 650 3095 ++++++++++++++++++++++++++++++++++++++++++++++ From jj at imagemicro.com Wed Mar 28 12:43:07 2007 From: jj at imagemicro.com (JJ Asghar) Date: Wed, 28 Mar 2007 11:43:07 -0500 Subject: [rt-users] I'm confused.... In-Reply-To: <460A9428.8040202@metro.cx> References: <460A9428.8040202@metro.cx> Message-ID: <6C75B4D0-DCA5-4578-A6D2-EDD960CAF726@imagemicro.com> On Mar 28, 2007, at 11:13 AM, Koen Martens wrote: > JJ Asghar wrote: >> Second, when i have an owner change it sends out two emails, what >> could >> cause that? > > Perhaps this is the same scrip defined twice, once globally and once > for the specific queue?? > I looked into it... i dont think so, it's config-global-scrip correct? > Best, > > Koen -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Wed Mar 28 12:45:52 2007 From: chaim.rieger at gmail.com (chaim rieger) Date: Wed, 28 Mar 2007 09:45:52 -0700 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: References: Message-ID: <460A9BC0.1080700@gmail.com> Brian_Gupta at timeinc.com wrote: > Has anyone gotten Solaris 10 x86 working? > > Thanks, > Brian > > P.S. - Sorry for resending this. I got the subject wrong the first time. > yes just follow the manual install instructions on the twiki, or follow the instruction that are on the bigadmin page for sol9 -- -- Chaim Rieger From ruslan.zakirov at gmail.com Wed Mar 28 13:22:39 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 28 Mar 2007 21:22:39 +0400 Subject: [rt-users] Errors initializing database in RT 3.6.1 In-Reply-To: <200703281056.31274.scott@4th.com> References: <200703281056.31274.scott@4th.com> Message-ID: <589c94400703281022g1c2ab5dakd4b0de3532cabf7c@mail.gmail.com> In 3.6 as well as in 3.4 there is no way to init database step by step, but only with "rt-setup-database-3.6 --action init ..." as init action runs additional steps which setup core objects. On 3/28/07, Scott Courtney wrote: > Greetings! > > I searched the list archives and Google, but haven't seen any reports of this > problem by anyone else. I'm convinced that it's "pilot error" on my part, not > an RT bug, but I still need to ask for some help in solving it. > > I'm doing a fresh install of RT 3.6.1 on a Debian Etch system, with MySQL 5.x > as the backing store. I have successfully installed RT 3.4.4 a number of > times, so I'm familiar with the basic processes, but this is my first exposure > to 3.6.x. > > I've created a database "rt3" and an RT user ID of "rt" for that database. I > verified that user "rt" has all privileges on the "rt3" database and can login > with its assigned password from the MySQL command prompt. > > Running "rt-setup-database-3.6 --action schema ......" works just fine, and > creates the schema with no errors. > > However, running "rt-setup-database-3.6 --action insert --datafile \ > /etc/request-tracker3.6/initialdata" fails with multiple error messages, to > wit: > > Creating Superuser ACL...[Wed Mar 28 13:05:22 2007] [err]: System error. right not granted. (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:753) > done. > Creating groups...1.2.3.4.5.6.7.done. > Creating users...[Wed Mar 28 13:05:22 2007] [err]: Couldn't load from the users database. (/usr/share/request-tracker3.6/lib/RT/CurrentUser.pm:145) > (Error: No permission to create users)0.[Wed Mar 28 13:05:22 2007] [err]: Couldn't load from the users database. (/usr/share/request-tracker3.6/lib/RT/CurrentUser.pm:145) > (Error: No permission to create users)0.done. > Creating queues...[Wed Mar 28 13:05:22 2007] [err]: Couldn't load from the users database. (/usr/share/request-tracker3.6/lib/RT/CurrentUser.pm:145) > (Error: No permission to create queues)0.[Wed Mar 28 13:05:22 2007] [err]: Couldn't load from the users database. (/usr/share/request-tracker3.6/lib/RT/CurrentUser.pm:145) > (Error: No permission to create queues)0.done. > Creating ACL...[Wed Mar 28 13:05:22 2007] [crit]: 1 (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:907) > [Wed Mar 28 13:05:22 2007] [crit]: Can't load a principal for id (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:908) > Principal not found..[Wed Mar 28 13:05:22 2007] [crit]: 1 (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:907) > [Wed Mar 28 13:05:22 2007] [crit]: Can't load a principal for id (/usr/share/request-tracker3.6/lib/RT/ACE_Overlay.pm:908) > Principal not found..done. > > And so on. It just goes downhill from there, though I'm fairly convinced > that the first error is the indirect cause of most of the others and that > if I can fix it, I'll have fixed the rest. > > I've looked at the Perl code a bit, but to be honest I'm a Java guy and not > all that literate in Perl. > > Is this thing failing because of a MySQL command not executing, and if so, is > there a way for me to tell Perl to show me all the MySQL commands as it runs > them? I'm enough of a MySQL wiz that if I can see what's failing there, I can > fix it on my own. > > Or am I doing something wrong with my rt-setup-database-3.6 command? > > I looked at the ACL command, and that seems redundant to what I've already > granted from the MySQL command prompt. > > Any help would be appreciated. This is on a new, not-yet-in-production server, > rather than an upgrade, so dropping and recreating the database is no problem > at all. (In fact, I've already done it a few times trying different things to > fix the problem.) > > Thanks for any advice. > > Kind regards, > > Scott > -- Best regards, Ruslan. From sturner at MIT.EDU Wed Mar 28 13:26:20 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 28 Mar 2007 13:26:20 -0400 Subject: [rt-users] I'm confused.... In-Reply-To: <6C75B4D0-DCA5-4578-A6D2-EDD960CAF726@imagemicro.com> References: <460A9428.8040202@metro.cx> <6C75B4D0-DCA5-4578-A6D2-EDD960CAF726@imagemicro.com> Message-ID: <6.2.3.4.2.20070328132534.03baed98@po14.mit.edu> At Wednesday 3/28/2007 12:43 PM, JJ Asghar wrote: >On Mar 28, 2007, at 11:13 AM, Koen Martens wrote: > >>JJ Asghar wrote: >>>Second, when i have an owner change it sends out two emails, what could >>>cause that? >> >>Perhaps this is the same scrip defined twice, once globally and once >>for the specific queue?? > >I looked into it... i dont think so, it's config-global-scrip correct? Can you post the list of Global scrips and the list of scrips for the queue you're working with? Steve From KFCrocker at lbl.gov Wed Mar 28 13:30:08 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 28 Mar 2007 10:30:08 -0700 Subject: [rt-users] I'm confused.... In-Reply-To: <6C75B4D0-DCA5-4578-A6D2-EDD960CAF726@imagemicro.com> References: <460A9428.8040202@metro.cx> <6C75B4D0-DCA5-4578-A6D2-EDD960CAF726@imagemicro.com> Message-ID: <460AA620.2040207@lbl.gov> JJ, There are a couple reasons why this might happen. One, if the same person is both requestor & owner and the scrip action notifies both. Another is that the person getting two E_mails is also in a watcher group and the script also notifies watchers. Look at the userId getting two E_mails and see if that person is in several roles or groups identified to get notifications. Hope this helps. Kenn LBNL JJ Asghar wrote: > > > On Mar 28, 2007, at 11:13 AM, Koen Martens wrote: > >> JJ Asghar wrote: >>> Second, when i have an owner change it sends out two emails, what could >>> cause that? >> >> Perhaps this is the same scrip defined twice, once globally and once >> for the specific queue?? >> > > I looked into it... i dont think so, it's config-global-scrip correct? > >> Best, >> >> Koen > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From KFCrocker at lbl.gov Wed Mar 28 13:31:08 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 28 Mar 2007 10:31:08 -0700 Subject: [rt-users] Scrip problem In-Reply-To: <6.2.3.4.2.20070323161017.0391b750@po14.mit.edu> References: <46042C64.3020100@lbl.gov> <6.2.3.4.2.20070323161017.0391b750@po14.mit.edu> Message-ID: <460AA65C.2050909@lbl.gov> Stephen, Sorry I took so long to respond. That did it and thanks. Kenn LBNL Stephen Turner wrote: > At Friday 3/23/2007 03:37 PM, Kenneth Crocker wrote: >> To all, >> >> >> I am creating a new scrip with the condition "on status >> change" and additional condition code of: >> >> return 0 ( $self->TicketObj->Status eq 'open' ); >> return 0 ( $self->TicketObj->Status eq 'deleted' ); >> return 0 ( $self->TicketObj->Status eq 'resolved' ); >> >> I have used this additional condition code before, but for >> only one status and it worked. In this situation, I do not want a >> status change to "open", or "deleted" or "resolved" to take action, as >> I have seperate scrips for those conditions. Now, I am getting all >> three on this condition. Help?? > > Kenn, > > One more thing - your custom code should reproduce the 'on status > change' condition and examine the new value of the status field: > > if ($self->TransactionObj->Type eq "Status" && > $self->TransactionObj->NewValue eq "resolved") etc > > Steve From Brian_Gupta at timeinc.com Wed Mar 28 13:36:32 2007 From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com) Date: Wed, 28 Mar 2007 13:36:32 -0400 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: <460A9BC0.1080700@gmail.com> Message-ID: I have a few questions, as I'm having a bear of a time getting all the dependencies installed. Did you have any issues getting it up and running? Issues I am running into: ------------------------- 1) Can't get Test::Expect and Expect::Simple installed 2) Can't get GD, GD::Graph, and GD::Text installed (Maybe this has something to do with the libgd I am using? 3) Can't get Test::WWW::Mechanize installed Questions: ---------- 1) Which gcc are you using. (Sun supplied or your own compiled version. Also version number.) 2) Which Perl distribution are you using? (Sun supplied or your own compiled version. Also version number.) 3) Which gdlib are you using? (Sun supplied or your own compiled version. Also version number.) 4) Which libiconv are you using? (Sun supplied or your own compiled version. Also version number.) 5) Which expat are you using? (Sun supplied or your own compiled version. Also version number.) 6) which libgd libraries are you using? e.g. - libpng, etc (Sun supplied or your own compiled version. Also version number.) Thanks, Brian Brian Gupta Time Inc Information Technology Dept 212-522-1401 Chaim.rieger at gmail.com wrote > yes > > just follow the manual install instructions on the twiki, or follow the > instruction that are on the bigadmin page for sol9 > - > -- > Chaim Rieger From sgolby at freshdirect.com Wed Mar 28 13:38:01 2007 From: sgolby at freshdirect.com (Scott Golby) Date: Wed, 28 Mar 2007 13:38:01 -0400 Subject: [rt-users] How do I get headers from Email created tickets ? Message-ID: <2D3D2157189440469065F42BBF3F9B3B0164C335@NYC1MS01.lic.corp.freshdirect.com> Hi Everyone, Does anyone know how to get the headers from Email created tickets ? When any ticket is created by Emailing into RT we see a header nicely presented at the start of the ticket, something like this. Wed Mar 28 12:17:08 2007 sgolby - Ticket created Subject: Test 204 Date: Wed, 28 Mar 2007 12:16:51 -0400 To: From: "Scott Golby" I need to extract the To: to use it with classifying the requests. If I use {$Transaction->ContentObj->Headers} on a Plain Text email I get the To: in the list of stuff recorded. If I do it on a HTML Email (which is 99% of what we get) I get just 3 lines :- Header : content-type: text/plain; charset="utf-8" Content-Transfer-Encoding: quoted-printable X-RT-Original-Encoding: us-ascii The To: is obviously in there somewhere, almost every RT Ticket displays it as most are created via Email here. So, how do I get it out at Ticket Create time ? Thanks, Scott From chaim.rieger at gmail.com Wed Mar 28 13:41:25 2007 From: chaim.rieger at gmail.com (chaim rieger) Date: Wed, 28 Mar 2007 10:41:25 -0700 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: References: Message-ID: <460AA8C5.90200@gmail.com> Brian_Gupta at timeinc.com wrote: > I have a few questions, as I'm having a bear of a time getting all the > dependencies installed. Did you have any issues getting it up and > running? > do you use packages or src for your apache/perl/mysql etc... ? which directions are you following ? are you installing perl-modules via cpan or src ? -- -- Chaim Rieger From JStark at sumtotalsystems.com Wed Mar 28 13:30:21 2007 From: JStark at sumtotalsystems.com (Jeff Stark) Date: Wed, 28 Mar 2007 10:30:21 -0700 Subject: [rt-users] Sorting on Custom Fields In-Reply-To: <589c94400703281022g1c2ab5dakd4b0de3532cabf7c@mail.gmail.com> References: <200703281056.31274.scott@4th.com> <589c94400703281022g1c2ab5dakd4b0de3532cabf7c@mail.gmail.com> Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC02E98AD7@mtn-exch1.sumtotalsystems.com> Hello, I have read in many places that there is a patch for the issue regarding sorting on custom fields. However, I am unable to find this patch. Can someone please point me in the right direction? Thanks, Jeff From ruslan.zakirov at gmail.com Wed Mar 28 15:50:13 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 28 Mar 2007 23:50:13 +0400 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: References: <460A9BC0.1080700@gmail.com> Message-ID: <589c94400703281250y2ab2ee5ch6f2b3efb5fe04350@mail.gmail.com> You don't need Test::Expect, Expect::Simple and Test::WWW::Mechanize on a production server, these are dev's dependencies and in 3.6.4 we have a fix for this issue and ask only when --with-devel-mode option is enabled. On 3/28/07, Brian_Gupta at timeinc.com wrote: > I have a few questions, as I'm having a bear of a time getting all the > dependencies installed. Did you have any issues getting it up and > running? > > Issues I am running into: > ------------------------- > 1) Can't get Test::Expect and Expect::Simple installed > 2) Can't get GD, GD::Graph, and GD::Text installed (Maybe this has > something to do with the libgd I am using? > 3) Can't get Test::WWW::Mechanize installed > > Questions: > ---------- > 1) Which gcc are you using. (Sun supplied or your own compiled version. > Also version number.) > 2) Which Perl distribution are you using? (Sun supplied or your own > compiled version. Also version number.) > 3) Which gdlib are you using? (Sun supplied or your own compiled > version. Also version number.) > 4) Which libiconv are you using? (Sun supplied or your own compiled > version. Also version number.) > 5) Which expat are you using? (Sun supplied or your own compiled > version. Also version number.) > 6) which libgd libraries are you using? e.g. - libpng, etc (Sun supplied > or your own compiled version. Also version number.) > > Thanks, > Brian > > Brian Gupta > Time Inc > Information Technology Dept > 212-522-1401 > > Chaim.rieger at gmail.com wrote > > yes > > > > just follow the manual install instructions on the twiki, or follow > the > > instruction that are on the bigadmin page for sol9 > > - > > -- > > Chaim Rieger > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Mar 28 15:53:26 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 28 Mar 2007 23:53:26 +0400 Subject: [rt-users] Error when custom field used In-Reply-To: <1174592991.6444.26.camel@krs> References: <1174592991.6444.26.camel@krs> Message-ID: <589c94400703281253j3355d6bdvd1d349101c0ca014@mail.gmail.com> First of all upgrade to 3.6.3. On 3/22/07, Kanwar Ranbir Sandhu wrote: > Hello All, > > I've been getting the following errors when I update a ticket's basic > attributes: > > User asked for an unknown update type for custom field Applications for > RT::Ticket object # > User asked for an unknown update type for custom field Linux > Distribution for RT::Ticket object # > > After the "#" is the number of the ticket I'm working on at the time. > > I didn't used to get this error, and I don't recall doing anything that > would produce it. > > I have noticed that when I choose an item from the list "Linux > Distributions" and click "Save Changes", the choice doesn't stick the > first time. I have to go back and do it again in order to save the > change. Each time I see the errors. > > There's nothing in the rt, mysql, or apache logs that would indicate a > problem (unless I'm just not seeing the error in the logs). > > Does anyone have any tips/recommendations on where I should look to > resolve it? Also, is the error something I should worry about? That > is, is the DB messed? > > Details: > > RT 3.6.0 > CentOS 4.4 x86 > FastCGI > mysql-4.1.20-1.RHEL4.1 > mysql-server-4.1.20-1.RHEL4.1 > > Thanks, > > Ranbir > -- > Kanwar Ranbir Sandhu > Linux 2.6.19-1.2911.6.5.fc6 i686 GNU/Linux > 15:42:09 up 10 days, 9:00, 2 users, load average: 0.85, 0.53, 0.34 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Mar 28 15:59:54 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 28 Mar 2007 23:59:54 +0400 Subject: [rt-users] Error creating tickets with the Perl API In-Reply-To: References: Message-ID: <589c94400703281259r64fa0604y60d78f62d820845a@mail.gmail.com> Do you use custom option LexiconLanguages in the site config? Try update Locale::Maketext::Lexicon, the error you see is a bug in this module and I'm pretty sure it's been fixed. On 3/19/07, Holger Steudle wrote: > Hi everybody, > I am trying to create tickets from a CSV file as a cronjob each night > using the Perl API of RT. > We are running RT 3.6.1 on a Debian System. I used the CliBasics Example > from the Wiki as a guideline, > but when i call RT::LoadConfig(); i get an Error "next at > /usr/share/perl5/Locale/Maketext/Lexicon.pm line 427." I only found > people with this error at installation time but there everything was > fine. > > Anybody got some hints where to look? > > > Best Regards > > Holger > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Mar 28 16:05:56 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 29 Mar 2007 00:05:56 +0400 Subject: [rt-users] Random error when clicking on "Home" In-Reply-To: <9C0091F428E697439E7A773FFD083427A92BFE@szexchange.Shopzilla.inc> References: <9C0091F428E697439E7A773FFD083427A92BFE@szexchange.Shopzilla.inc> Message-ID: <589c94400703281305s1f540651v9b478688a39298ac@mail.gmail.com> add the following line in the begining of <%init> block in html/authandler: { my $tmp = RT::Attribute->new( $RT::SystemUser ) } On 3/28/07, Philip Kime wrote: > > > We see this on occasion, known issue? > > > > > When clicking 'home' from the nav bar: > > > > > error: > > RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 80) > > > 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: > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:496 > /usr/local/rt/lib/RT/Attributes_Overlay.pm:80 > /usr/local/rt/lib/RT/Attributes_Overlay.pm:72 > /usr/local/rt/lib/RT/Attributes_Overlay.pm:87 > /usr/local/rt/lib/RT/Attributes_Overlay.pm:118 > /usr/local/rt/share/html/Elements/ShowSearch:83 > /usr/local/rt/share/html/Elements/MyRT:97 > /usr/local/rt/share/html/index.html:79 > /usr/local/rt/share/html/autohandler:308 > > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 80) > > > Trace begun at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129 > HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 80) ^J') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 496 > DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xa2a3d0d4)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 80 > RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xa426cafc)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 72 > RT::Attributes::_DoSearch('RT::Attributes=HASH(0xa426cafc)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 87 > RT::Attributes::_AttrHash('RT::Attributes=HASH(0xa426cafc)') called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 118 > RT::Attributes::Named('RT::Attributes=HASH(0xa426cafc)', 'Search - My Tickets') called at /usr/local/rt/share/html/Elements/ShowSearch line 83 > HTML::Mason::Commands::__ANON__('Name', 'My Tickets', 'Override', 'HASH(0xa2892b08)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x109bdb6c)', 'Name', 'My Tickets', 'Override', 'HASH(0xa2892b08)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 > eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef, 'Name', 'My Tickets', 'Override', 'HASH(0xa2892b08)') called at /usr/local/rt/share/html/Elements/MyRT line 97 > HTML::Mason::Commands::__ANON__('HASH(0xa399a874)') called at /usr/local/rt/share/html/Elements/MyRT line 51 > HTML::Mason::Commands::__ANON__ at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xc3dbad4)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1251 > eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef) called at /usr/local/rt/share/html/index.html line 79 > HTML::Mason::Commands::__ANON__ at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x871d458)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1251 > eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/rt/share/html/autohandler line 308 > HTML::Mason::Commands::__ANON__ at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb552dd4)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1246 > eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1245 > HTML::Mason::Request::comp(undef, undef, undef) called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 459 > eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 459 > eval {...} at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 411 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa322c234)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 168 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa322c234)') called at /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 826 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xb748670)', 'Apache2::RequestRec=SCALAR(0xa3ccc624)') called at /usr/local/rt/bin/webmux.pl line 123 > eval {...} at /usr/local/rt/bin/webmux.pl line 123 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa3ccc624)') 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 ruslan.zakirov at gmail.com Wed Mar 28 17:08:19 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 29 Mar 2007 01:08:19 +0400 Subject: [rt-users] Random error when clicking on "Home" In-Reply-To: <9C0091F428E697439E7A773FFD083427A92C05@szexchange.Shopzilla.inc> References: <9C0091F428E697439E7A773FFD083427A92BFE@szexchange.Shopzilla.inc> <589c94400703281305s1f540651v9b478688a39298ac@mail.gmail.com> <9C0091F428E697439E7A773FFD083427A92C05@szexchange.Shopzilla.inc> Message-ID: <589c94400703281408x1f1977c9p730bfdc3c9673e1e@mail.gmail.com> No, it's a draft of a real fix. You should apply it, clean mason cache, restart server and test for a week to prove that it fixes issue. This error is well known, but we still don't know how to reproduce it, so from time to time I make a new patch to fix it, this time I'm pretty sure the patch works. On 3/29/07, Philip Kime wrote: > This patch is in SVN? > > PK > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Wednesday, March 28, 2007 1:06 PM > To: Philip Kime > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Random error when clicking on "Home" > > add the following line in the begining of <%init> block in > html/authandler: > { my $tmp = RT::Attribute->new( $RT::SystemUser ) } > > On 3/28/07, Philip Kime wrote: > > > > > > We see this on occasion, known issue? > > > > > > > > > > When clicking 'home' from the nav bar: > > > > > > > > > > error: > > > > RT::Attribute::Name Unimplemented in RT::Attributes. > (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 80) > > > > > > 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: > > > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm:4 > > 96 /usr/local/rt/lib/RT/Attributes_Overlay.pm:80 > > /usr/local/rt/lib/RT/Attributes_Overlay.pm:72 > > /usr/local/rt/lib/RT/Attributes_Overlay.pm:87 > > /usr/local/rt/lib/RT/Attributes_Overlay.pm:118 > > /usr/local/rt/share/html/Elements/ShowSearch:83 > > /usr/local/rt/share/html/Elements/MyRT:97 > > /usr/local/rt/share/html/index.html:79 > > /usr/local/rt/share/html/autohandler:308 > > > > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > RT::Attribute::Name Unimplemented in RT::Attributes. > > (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 80) > > > > > > Trace begun at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Exceptions.pm line > > 129 HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name > > Unimplemented in RT::Attributes. > > (/usr/local/rt/lib/RT/Attributes_Overlay.pm line 80) ^J') called at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/DBIx/SearchBuilder/Record.pm > > line 496 > > DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xa2a3d0d4)' > > ) called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 80 > > RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xa426cafc)') > > called at /usr/local/rt/lib/RT/Attributes_Overlay.pm line 72 > > RT::Attributes::_DoSearch('RT::Attributes=HASH(0xa426cafc)') called at > > > /usr/local/rt/lib/RT/Attributes_Overlay.pm line 87 > > RT::Attributes::_AttrHash('RT::Attributes=HASH(0xa426cafc)') called at > > > /usr/local/rt/lib/RT/Attributes_Overlay.pm line 118 > > RT::Attributes::Named('RT::Attributes=HASH(0xa426cafc)', 'Search - My > > Tickets') called at /usr/local/rt/share/html/Elements/ShowSearch line > > 83 HTML::Mason::Commands::__ANON__('Name', 'My Tickets', 'Override', > > 'HASH(0xa2892b08)') called at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line > > 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x > > 109bdb6c)', 'Name', 'My Tickets', 'Override', 'HASH(0xa2892b08)') > > called at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line > > 1246 eval {...} at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line > > 1245 HTML::Mason::Request::comp(undef, undef, 'Name', 'My Tickets', > > 'Override', 'HASH(0xa2892b08)') called at > > /usr/local/rt/share/html/Elements/MyRT line 97 > > HTML::Mason::Commands::__ANON__('HASH(0xa399a874)') called at > > /usr/local/rt/share/html/Elements/MyRT line 51 > > HTML::Mason::Commands::__ANON__ at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line > > 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x > > c3dbad4)') called at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line > > 1251 eval {...} at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line > > 1245 HTML::Mason::Request::comp(undef, undef) called at > > /usr/local/rt/share/html/index.html line 79 > > HTML::Mason::Commands::__ANON__ at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line > > 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x > > 871d458)') called at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line > > 1251 eval {...} at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line > > 1245 HTML::Mason::Request::comp(undef, undef, undef) called at > > /usr/local/rt/share/html/autohandler line 308 > > HTML::Mason::Commands::__ANON__ at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Component.pm line > > 135 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x > > b552dd4)') called at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line > > 1246 eval {...} at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line > > 1245 HTML::Mason::Request::comp(undef, undef, undef) called at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 459 > > > eval {...} at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 459 > > > eval {...} at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 411 > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0 > > xa322c234)') called at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > > line 168 > > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::Apach > > eHandler=HASH(0xa322c234)') called at > > /opt/ActivePerl-5.8/lib/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm > > line 826 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler > > =HASH(0xb748670)', 'Apache2::RequestRec=SCALAR(0xa3ccc624)') called at > > > /usr/local/rt/bin/webmux.pl line 123 eval {...} at > > /usr/local/rt/bin/webmux.pl line 123 > > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xa3ccc624)') 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. > > -- Best regards, Ruslan. From Brian_Gupta at timeinc.com Wed Mar 28 18:20:15 2007 From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com) Date: Wed, 28 Mar 2007 18:20:15 -0400 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: <589c94400703281250y2ab2ee5ch6f2b3efb5fe04350@mail.gmail.com> Message-ID: Ok then, when is 3.6.4 coming out? :) Brian Gupta Time Inc Information Technology Dept 212-522-1401 -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Wednesday, March 28, 2007 3:50 PM To: Gupta, Brian - Information Technology Cc: chaim.rieger at gmail.com; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Has anyone gotten RT working on Solaris 10 x86? You don't need Test::Expect, Expect::Simple and Test::WWW::Mechanize on a production server, these are dev's dependencies and in 3.6.4 we have a fix for this issue and ask only when --with-devel-mode option is enabled. On 3/28/07, Brian_Gupta at timeinc.com wrote: > I have a few questions, as I'm having a bear of a time getting all the > dependencies installed. Did you have any issues getting it up and > running? > > Issues I am running into: > ------------------------- > 1) Can't get Test::Expect and Expect::Simple installed > 2) Can't get GD, GD::Graph, and GD::Text installed (Maybe this has > something to do with the libgd I am using? > 3) Can't get Test::WWW::Mechanize installed > > Questions: > ---------- > 1) Which gcc are you using. (Sun supplied or your own compiled > version. Also version number.) > 2) Which Perl distribution are you using? (Sun supplied or your own > compiled version. Also version number.) > 3) Which gdlib are you using? (Sun supplied or your own compiled > version. Also version number.) > 4) Which libiconv are you using? (Sun supplied or your own compiled > version. Also version number.) > 5) Which expat are you using? (Sun supplied or your own compiled > version. Also version number.) > 6) which libgd libraries are you using? e.g. - libpng, etc (Sun > supplied or your own compiled version. Also version number.) > > Thanks, > Brian > > Brian Gupta > Time Inc > Information Technology Dept > 212-522-1401 > > Chaim.rieger at gmail.com wrote > > yes > > > > just follow the manual install instructions on the twiki, or follow > the > > instruction that are on the bigadmin page for sol9 > > - > > -- > > Chaim Rieger > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Mar 28 18:24:24 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 29 Mar 2007 02:24:24 +0400 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: References: <589c94400703281250y2ab2ee5ch6f2b3efb5fe04350@mail.gmail.com> Message-ID: <589c94400703281524i3d9971b7wc763b2797e4769e4@mail.gmail.com> Most probably during next month. I'm not sure, but in your case that doesn't matter, just ignore absence of those modules and continue with installation. On 3/29/07, Brian_Gupta at timeinc.com wrote: > Ok then, when is 3.6.4 coming out? :) > > Brian Gupta > Time Inc > Information Technology Dept > 212-522-1401 > > > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Wednesday, March 28, 2007 3:50 PM > To: Gupta, Brian - Information Technology > Cc: chaim.rieger at gmail.com; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Has anyone gotten RT working on Solaris 10 x86? > > > You don't need Test::Expect, Expect::Simple and Test::WWW::Mechanize on > a production server, these are dev's dependencies and in 3.6.4 we have a > fix for this issue and ask only when --with-devel-mode option is > enabled. > > On 3/28/07, Brian_Gupta at timeinc.com wrote: > > I have a few questions, as I'm having a bear of a time getting all the > > > dependencies installed. Did you have any issues getting it up and > > running? > > > > Issues I am running into: > > ------------------------- > > 1) Can't get Test::Expect and Expect::Simple installed > > 2) Can't get GD, GD::Graph, and GD::Text installed (Maybe this has > > something to do with the libgd I am using? > > 3) Can't get Test::WWW::Mechanize installed > > > > Questions: > > ---------- > > 1) Which gcc are you using. (Sun supplied or your own compiled > > version. Also version number.) > > 2) Which Perl distribution are you using? (Sun supplied or your own > > compiled version. Also version number.) > > 3) Which gdlib are you using? (Sun supplied or your own compiled > > version. Also version number.) > > 4) Which libiconv are you using? (Sun supplied or your own compiled > > version. Also version number.) > > 5) Which expat are you using? (Sun supplied or your own compiled > > version. Also version number.) > > 6) which libgd libraries are you using? e.g. - libpng, etc (Sun > > supplied or your own compiled version. Also version number.) > > > > Thanks, > > Brian > > > > Brian Gupta > > Time Inc > > Information Technology Dept > > 212-522-1401 > > > > Chaim.rieger at gmail.com wrote > > > yes > > > > > > just follow the manual install instructions on the twiki, or follow > > the > > > instruction that are on the bigadmin page for sol9 > > > - > > > -- > > > Chaim Rieger > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales at bestpractical.com > > > > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > > Buy a copy at http://rtbook.bestpractical.com > > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From jesse at bestpractical.com Wed Mar 28 19:49:29 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 28 Mar 2007 16:49:29 -0700 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: <589c94400703281524i3d9971b7wc763b2797e4769e4@mail.gmail.com> References: <589c94400703281250y2ab2ee5ch6f2b3efb5fe04350@mail.gmail.com> <589c94400703281524i3d9971b7wc763b2797e4769e4@mail.gmail.com> Message-ID: On Mar 28, 2007, at 3:24 PM, Ruslan Zakirov wrote: > Most probably during next month. I'm not sure, but in your case that > doesn't matter, just ignore absence of those modules and continue with > installation. > What Ruslan's saying is that the issue is in the the dependency- checking system, not RT itself. -jesse > On 3/29/07, Brian_Gupta at timeinc.com wrote: >> Ok then, when is 3.6.4 coming out? :) >> >> Brian Gupta >> Time Inc >> Information Technology Dept >> 212-522-1401 >> >> >> >> -----Original Message----- >> From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] >> Sent: Wednesday, March 28, 2007 3:50 PM >> To: Gupta, Brian - Information Technology >> Cc: chaim.rieger at gmail.com; rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Has anyone gotten RT working on Solaris 10 >> x86? >> >> >> You don't need Test::Expect, Expect::Simple and >> Test::WWW::Mechanize on >> a production server, these are dev's dependencies and in 3.6.4 we >> have a >> fix for this issue and ask only when --with-devel-mode option is >> enabled. >> >> On 3/28/07, Brian_Gupta at timeinc.com wrote: >> > I have a few questions, as I'm having a bear of a time getting >> all the >> >> > dependencies installed. Did you have any issues getting it up and >> > running? >> > >> > Issues I am running into: >> > ------------------------- >> > 1) Can't get Test::Expect and Expect::Simple installed >> > 2) Can't get GD, GD::Graph, and GD::Text installed (Maybe this has >> > something to do with the libgd I am using? >> > 3) Can't get Test::WWW::Mechanize installed >> > >> > Questions: >> > ---------- >> > 1) Which gcc are you using. (Sun supplied or your own compiled >> > version. Also version number.) >> > 2) Which Perl distribution are you using? (Sun supplied or your own >> > compiled version. Also version number.) >> > 3) Which gdlib are you using? (Sun supplied or your own compiled >> > version. Also version number.) >> > 4) Which libiconv are you using? (Sun supplied or your own compiled >> > version. Also version number.) >> > 5) Which expat are you using? (Sun supplied or your own compiled >> > version. Also version number.) >> > 6) which libgd libraries are you using? e.g. - libpng, etc (Sun >> > supplied or your own compiled version. Also version number.) >> > >> > Thanks, >> > Brian >> > >> > Brian Gupta >> > Time Inc >> > Information Technology Dept >> > 212-522-1401 >> > >> > Chaim.rieger at gmail.com wrote >> > > yes >> > > >> > > just follow the manual install instructions on the twiki, or >> follow >> > the >> > > instruction that are on the bigadmin page for sol9 >> > > - >> > > -- >> > > Chaim Rieger >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Community help: http://wiki.bestpractical.com >> > Commercial support: sales at bestpractical.com >> > >> > >> > Discover RT's hidden secrets with RT Essentials from O'Reilly >> Media. >> > Buy a copy at http://rtbook.bestpractical.com >> > >> >> >> -- >> Best regards, Ruslan. >> > > > -- > Best regards, Ruslan. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jj at imagemicro.com Wed Mar 28 20:07:01 2007 From: jj at imagemicro.com (JJ Asghar) Date: Wed, 28 Mar 2007 19:07:01 -0500 Subject: [rt-users] I'm confused.... In-Reply-To: <6.2.3.4.2.20070328132534.03baed98@po14.mit.edu> References: <460A9428.8040202@metro.cx> <6C75B4D0-DCA5-4578-A6D2-EDD960CAF726@imagemicro.com> <6.2.3.4.2.20070328132534.03baed98@po14.mit.edu> Message-ID: <73F46042-2C4F-4A44-9B40-07FC99D573C2@imagemicro.com> On Mar 28, 2007, at 12:26 PM, Stephen Turner wrote: > At Wednesday 3/28/2007 12:43 PM, JJ Asghar wrote: > > >> On Mar 28, 2007, at 11:13 AM, Koen Martens wrote: >> >>> JJ Asghar wrote: >>>> Second, when i have an owner change it sends out two emails, >>>> what could >>>> cause that? >>> >>> Perhaps this is the same scrip defined twice, once globally and once >>> for the specific queue?? >> >> I looked into it... i dont think so, it's config-global-scrip >> correct? > > > Can you post the list of Global scrips and the list of scrips for > the queue you're working with? my global --- (Check box to delete) (no value) On Correspond Open Tickets with template Blank (no value) On Owner Change Notify Owner with template Transaction (no value) On Create Autoreply To Requestors with template Autoreply (no value) On Create Notify AdminCcs with template Transaction (no value) On Correspond Notify AdminCcs with template Admin Correspondence (no value) On Correspond Notify Requestors and Ccs with template Correspondence (no value) On Correspond Notify Other Recipients with template Correspondence (no value) On Comment Notify AdminCcs as Comment with template Admin Comment (no value) On Comment Notify Other Recipients as Comment with template Correspondence (no value) On Resolve Notify Requestors with template Resolved my specific queue ---- * (Scrip #1) On Correspond Open Tickets with template Blank * (Scrip #2) On Owner Change Notify Owner with template Transaction * (Scrip #3) On Create Autoreply To Requestors with template Autoreply * (Scrip #4) On Create Notify AdminCcs with template Transaction * (Scrip #5) On Correspond Notify AdminCcs with template Admin Correspondence * (Scrip #6) On Correspond Notify Requestors and Ccs with template Correspondence * (Scrip #7) On Correspond Notify Other Recipients with template Correspondence * (Scrip #8) On Comment Notify AdminCcs as Comment with template Admin Comment * (Scrip #9) On Comment Notify Other Recipients as Comment with template Correspondence * (Scrip #10) On Resolve Notify Requestors with template Resolved Current Scrips (Check box to delete) Notify Owner On Owner Change Notify Owner with template Transaction honestly all this is still german to me.... any help would be great! I do get the email.... but 2x can get annoying :D. -J > > Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFCrocker at lbl.gov Wed Mar 28 20:21:17 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Wed, 28 Mar 2007 17:21:17 -0700 Subject: [rt-users] I'm confused.... In-Reply-To: <73F46042-2C4F-4A44-9B40-07FC99D573C2@imagemicro.com> References: <460A9428.8040202@metro.cx> <6C75B4D0-DCA5-4578-A6D2-EDD960CAF726@imagemicro.com> <6.2.3.4.2.20070328132534.03baed98@po14.mit.edu> <73F46042-2C4F-4A44-9B40-07FC99D573C2@imagemicro.com> Message-ID: <460B067D.1020303@lbl.gov> JJ, It looks like you have the same scrips for both Global and per Queue. That is not necessary unless you want the Queue version to act differently. If so, you name it the same and have different actions or templates, etc. specified. Global means exactly that, ALL Queues will use it. If you are getting duplicate notifications, I'd also check that the UserID's are not in two or more specific groups or roles named as recipients for those notifications. Kenn LBNL JJ Asghar wrote: > > > > On Mar 28, 2007, at 12:26 PM, Stephen Turner wrote: > >> At Wednesday 3/28/2007 12:43 PM, JJ Asghar wrote: >> >> >>> On Mar 28, 2007, at 11:13 AM, Koen Martens wrote: >>> >>>> JJ Asghar wrote: >>>>> Second, when i have an owner change it sends out two emails, what could >>>>> cause that? >>>> >>>> Perhaps this is the same scrip defined twice, once globally and once >>>> for the specific queue?? >>> >>> I looked into it... i dont think so, it's config-global-scrip correct? >> >> >> Can you post the list of Global scrips and the list of scrips for the >> queue you're working with? > > > > my global --- > > (Check box to delete) > (no value) > On Correspond Open Tickets with template Blank > (no value) > On Owner Change Notify Owner with template Transaction > (no value) > On Create Autoreply To Requestors with template Autoreply > (no value) > On Create Notify AdminCcs with template Transaction > (no value) > On Correspond Notify AdminCcs with template Admin Correspondence > (no value) > On Correspond Notify Requestors and Ccs with template Correspondence > (no value) > On Correspond Notify Other Recipients with template Correspondence > (no value) > On Comment Notify AdminCcs as Comment with template Admin Comment > (no value) > On Comment Notify Other Recipients as Comment with template Correspondence > (no value) > On Resolve Notify Requestors with template Resolved > > > my specific queue ---- > > * (Scrip #1) > On Correspond Open Tickets with template Blank > * (Scrip #2) > On Owner Change Notify Owner with template Transaction > * (Scrip #3) > On Create Autoreply To Requestors with template Autoreply > * (Scrip #4) > On Create Notify AdminCcs with template Transaction > * (Scrip #5) > On Correspond Notify AdminCcs with template Admin Correspondence > * (Scrip #6) > On Correspond Notify Requestors and Ccs with template Correspondence > * (Scrip #7) > On Correspond Notify Other Recipients with template Correspondence > * (Scrip #8) > On Comment Notify AdminCcs as Comment with template Admin Comment > * (Scrip #9) > On Comment Notify Other Recipients as Comment with template > Correspondence > * (Scrip #10) > On Resolve Notify Requestors with template Resolved > > > Current Scrips > > (Check box to delete) > Notify Owner > On Owner Change Notify Owner with template Transaction > > > honestly all this is still german to me.... any help would be great! I > do get the email.... but 2x can get annoying :D. > > -J > > > >> >> 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 antonfh at lantic.net Wed Mar 28 19:52:14 2007 From: antonfh at lantic.net (Anton Heuschen) Date: Thu, 29 Mar 2007 01:52:14 +0200 Subject: [rt-users] Building report on tickets Message-ID: <001b01c77194$2045eae0$6400000a@corp.lantic.net> Hallo. Im trying to build a report on total amount of tickets logged by users, time taken to resolve etc. In short here is the basic categories I am looking at: Category(or Queue then) , Time Logged (TL) , Time Accepted (TA) , Time Completed (TC) To get: 1) Quantity of tickets per set period 2) Average time to accept ticket 3) Avg time to complete a ticket I can see in the Tickets table the "Created" date - this gives me TL I can work out the Time Completed by checking on Status=Resolved and checking that the Queue is what I want. ALSO NOTE, as an example, tickets are logged here first with SupportLevel1, SupportLevel1 might sometimes close a ticket, but in most cases it gets send/transferred to SupportLevel2... The stats should be on tickets that reached SupportLevel2..THUS TIME ACCEPTED (TA) should be when SupportLevel2 took the ticket, SupportLevel1 could of taken the ticket and added many comments .before it was transferred to SupportLevel2...I cannot see in the tables how RT determines when it was moved from one Queue to the next? I can determine when SupportLEvel2 resolved a ticket by querying the Queue = SupportLevel2 and Status = Resolved. I am not sure what field to use to say that SupportLevel2 started a ticket at this date and time? There are fields like Told, Starts, Started.. The closest seems to be the Told field, but it does not seem to be linked/or have a queue id with it.so how one would determine if the date indicated by Told was when SupportLevel2 took over the ticket seems questionable. Here is what would typically happen with a ticket: 1) Ticket logged by a SupportLevel1 user. 2) Another or same SupportLevel1 user might add various comments 3) Then it might get forwarded (queue changed) to SupportLevel2 (where it will wait till SupportLevel2 accepts it) 4) SupportLevel2 will add comments, either same user who accepted it or between different SupportLevel2 members 5) Finally a SupportLevel2 user will resolve the ticket So with above in mind ..the stats for Time to Accept the ticket, should be from date that SupportLevel1 moved/forwarded/changed the queue from SupportLevel1 to SupportLevel2. i.e. when SupportLevel2 could actually take the ticket. Where does RT keep its ticket details ?? I tried to look at most of the tables and see none of the ticket description details, also how does it keep track of a ticket history? The table Tickets, simply is what I would term "a short summary of the ticket, it does not quite give all the replies and "commentators" and ticket "owner" and respondents (like what you would see if you click on a RT entry on RT itself? I've been trying to build the above queries in the Query tool also but still have questions relating to how to establish where one Queue user took over from another queue..as described already in the points above, I hope this is clear enough? Your help and assistance appreciated From stevefink at gmail.com Wed Mar 28 21:31:03 2007 From: stevefink at gmail.com (Steve Finkelstein) Date: Wed, 28 Mar 2007 21:31:03 -0400 Subject: [rt-users] RT 3.6.1 URL issues? Message-ID: Hi all, When clicking on a ticket that's placed in my personal 10 highest priority tickets that I own, it seems the URL doesn't properly rewrite itself. It tries to hit: http://rt.foo.com/Ticket/Display.html?id=12 This results in a 404. The correct URL would be: http://rt.foo.com/rt/Ticket/Display.html?id=12 I don't have any rewrite rules or redirects in my apache config. Here's what the VirtualHost excerpt looks like: ServerName rt.foo.com Alias /rt "/opt/rt3/share/html" PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks Order allow,deny Allow from all AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Thanks for any input! - Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From sashag at austbrokers.com.au Wed Mar 28 22:54:26 2007 From: sashag at austbrokers.com.au (Sasha Gerrand) Date: Thu, 29 Mar 2007 12:54:26 +1000 Subject: [rt-users] RT 3.6.1 URL issues? In-Reply-To: References: Message-ID: <11C1048FB499954D9C888EF15148AF0C9F8EF9@austbdc.austbrok.local> > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve Finkelstein > Sent: Thursday, 29 March 2007 11:31 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RT 3.6.1 URL issues? > > > Hi all, > > When clicking on a ticket that's placed in my personal 10 highest priority tickets that I own, it seems the URL doesn't properly rewrite itself. It tries to hit: > > http://rt.foo.com/Ticket/Display.html?id=12 > > This results in a 404. > > The correct URL would be: > > http://rt.foo.com/rt/Ticket/Display.html?id=12 > I would look at your RT configuration file first - RT_SiteConfig.pm - and check your $WebPath variable. HTH > I don't have any rewrite rules or redirects in my apache config. Here's what the VirtualHost excerpt looks like: > > > ServerName rt.foo.com > Alias /rt "/opt/rt3/share/html" > PerlModule Apache2::compat > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > AllowOverride All > Options ExecCGI FollowSymLinks > > Order allow,deny > Allow from all > > > > > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > > Thanks for any input! - Steve From sashag at austbrokers.com.au Wed Mar 28 23:13:36 2007 From: sashag at austbrokers.com.au (Sasha Gerrand) Date: Thu, 29 Mar 2007 13:13:36 +1000 Subject: [rt-users] RAM In-Reply-To: <67048CBE51B1644D89DDD3B7C9F2D19E0351EED2@ecamlmw720.eamcs.ericsson.se> References: <67048CBE51B1644D89DDD3B7C9F2D19E0351EED2@ecamlmw720.eamcs.ericsson.se> Message-ID: <11C1048FB499954D9C888EF15148AF0C9F8EFF@austbdc.austbrok.local> Hi, Use mysql to connect to the database that your rt instance runs on. Then, run the following command: SELECT id,Subject,Filename,ContentType,ContentEncoding,Content,Headers FROM rt3.Attachments WHERE ContentType LIKE '%pdf' ORDER BY id DESC; As you can see, the file is kept in the 'Content' container. Regards, Sasha Sasha Gerrand Web & Database Developer Austbrokers Holdings Limited Level 21, 111 Pacific Highway North Sydney NSW 2060 PO Box 1813 North Sydney NSW 2060 Ph: 02 9935 2230 Mobile: 0431 895 718 Email: sashag at austbrokers.com.au Web: http://www.austbrokers.com.au NOTICE If you are not an authorised recipient of this email, please contact Austbrokers Holdings immediately by return e-mail or by telephone on +61-2-4920-6117. In this case, you should not read, print, re-transmit, store or act on this e-mail or any attachments. Please destroy the message and attachments. This e-mail and any attachments are confidential and may contain legally privileged information and/or copyright material of Austbrokers Holdings or third parties. You should only re-transmit, distribute or commercialise the material if you are authorised to do so. Internet e-mails are not necessarily secure, Austbrokers Holdings does not accept responsibility for changes made to this message after it was sent. This Notice should not be removed. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Firas Batal (QA/EMC) Sent: Thursday, 29 March 2007 1:25 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RAM Hi, I do not know if this is the right forum for my question. I will try to see if someone has DB experience. I have RT 3.2.1 running with MySQL 4.0.21. I use MYSQL with RT, and I have just created a ticket that contains a .zip attachment with a size of 11MB. I wonder if one could guide me through the following: I know that MYSQL need lots of RAM to breathe properly. But, where is the file kept? Is in stored in records in RAM or its stored on the hard drive with a pointer of the location of the file stored in RAM? Thank you for your time and help Firas -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Wed Mar 28 23:20:18 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Wed, 28 Mar 2007 23:20:18 -0400 Subject: [rt-users] $SenderMustExistInExternalDatabase option in RT_Siteconfig.pm Message-ID: <460B3072.1000804@yahoo.com> How do I configure this? Is it possible to use it on a queue by queue basis? Mathew From sf at stevefink.net Thu Mar 29 01:02:39 2007 From: sf at stevefink.net (Steve Finkelstein) Date: Thu, 29 Mar 2007 01:02:39 -0400 Subject: [rt-users] AdminCC Watcher Inquiry Message-ID: <460B486F.8060209@stevefink.net> Hi all, Is there a difference in the way RT 3.6.1 handles Watchers for comments? If I'm the requestor for a ticket and comment on it, I don't get an e-mail notification. I seem to recall it doing this in the past, and I actually preferred it that way so I can archive my e-mail for record keeping. I do get e-mailed for correspondence when I'm not the ticket requestor. - Steve From mcdent at gmail.com Thu Mar 29 03:58:52 2007 From: mcdent at gmail.com (Mike Dent) Date: Thu, 29 Mar 2007 08:58:52 +0100 Subject: [rt-users] RT 3.6 on Ubuntu 6.1 Message-ID: <9e769e4e0703290058s1aaf9af5t553a1955f13500e3@mail.gmail.com> Just wondering if anybody has installed RT 3.6.x on Ubuntu? Are there any packages I can use which will make it easier? I grabbed the source and ran a make testdeps and there were about 2 screen fulls of missing dependencies! Thanks Mike From theillien at yahoo.com Thu Mar 29 04:28:15 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 29 Mar 2007 04:28:15 -0400 Subject: [rt-users] getting username from id Message-ID: <460B789F.2040802@yahoo.com> I've been working on a script for a while and finally have it working more or less the way I need it to. The last thing (besides file formatting) is to get the usernames. I'm getting the users via LimitToPrivileged in Users.pm. In another script I proved to myself that I can get the names using the ->Name method: my $users = new RT::Users(RT::SystemUser); $users->LimitToPrivileged; while ( my $user = $users->Next ) { next if $user->Name eq 'root'; print $user->Name . "\n"; } exit; However, when I try to use the same method to populate a hash I get the error indicating "Can't call method "Name" without a package or object reference at ./user_timesheet_3.pl line 65." This is the block of code in contention: my $users = new RT::Users(RT::SystemUser); $users->LimitToPrivileged; while (my $ticket = $tix->Next) { my $environment = $ticket->FirstCustomFieldValue('Environment'); my $user; unless ($environment) { warn "warning " . $ticket->id. " has no environment"; next } my $transactions = $ticket->Transactions; while (my $transaction = $transactions->Next) { next unless ($transaction->TimeTaken); while (my $user = $users->Next) { if ($user = $transaction->Creator) { $timeworked{$user} += $transaction->TimeTaken; } $environment{$environment}{$user->Name} = $timeworked{$user}; } } } foreach my $key (sort keys %environment) { print $key, "\n"; print ("-" x 15); print "\n"; foreach my $key2 (keys %{ $environment{$key} }) { print "$key2 -> $environment{$key}{$key2}\n"; } print "\n"; } Can anyone help me correct this? Mathew From ryan at red.com Thu Mar 29 04:21:57 2007 From: ryan at red.com (Ryan Erwin) Date: Thu, 29 Mar 2007 16:21:57 +0800 Subject: [rt-users] RT 3.6 on Ubuntu 6.1 In-Reply-To: <9e769e4e0703290058s1aaf9af5t553a1955f13500e3@mail.gmail.com> References: <9e769e4e0703290058s1aaf9af5t553a1955f13500e3@mail.gmail.com> Message-ID: <0071E4EE-A424-4CE1-802B-3DEDD46D9106@red.com> I'm running RT 3.6 on Ubuntu 6 and it works great. I just did an: apt-get install request-tracker3.4 rt3.4-apache2 After that, just download the RT 3.6 source and run make testdeps. You'll get another dozen or so packages that are required. You can find most of them by running, for example: apt-cache search libwww | grep perl Then just apt-get install once you've found the right package name. You'll still need to use perl -MCPAN -eshell to install another 3 or 4 packages, but it should go very smoothly. Overall, the ubuntu 6.10 process of RT was far more pleasant than installing on Fedora...:-) On Mar 29, 2007, at 15:58 PM, Mike Dent wrote: > Just wondering if anybody has installed RT 3.6.x on Ubuntu? Are there > any packages I can use which will make it easier? I grabbed the source > and ran a make testdeps and there were about 2 screen fulls of missing > dependencies! > > Thanks > Mike > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2407 bytes Desc: not available URL: From theillien at yahoo.com Thu Mar 29 06:09:30 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 29 Mar 2007 06:09:30 -0400 Subject: [rt-users] SQL Query Help In-Reply-To: <4602696D.6080808@pipex.net> References: <460223CE.2020406@yahoo.com> <4602696D.6080808@pipex.net> Message-ID: <460B905A.8020005@yahoo.com> Roy, The query you provided won't work. I get zippy from it. What I've tried doing is to create a variable with the query in it: my $query = "'Queue = \"CustomerCare\" AND (Status = \"open\" OR Status = \"resolved\") AND LastUpdate = $startDate'"; and then using $query as the argument for FromSQL. This appears to cause the script to go through every single ticket in the database looking for anything resolved. The only way I've been able to get reliable results is if I limit the search only to tickets that are open and Created after the start date. Anything else you can point me toward? Mathew Roy El-Hames wrote: > Matthew try: > > $tix->FromSQL('Queue = "CustomerCare" AND (Status = "resolved" OR Status > = "open") AND (LastUpdated > $startDate OR LastUpdated > < $endDate)'); > > Last updated will also take care of resolved for you, (cause the last > update was to resolver the ticket) > By the way I am not sure how FromSQL handles the brackets inside the > statement( you may need to dig a little to know how to handle them, then > tell us all so we learn - but you do need these brackets). > > Regards; > Roy > > > > Mathew Snyder wrote: >> I'm trying to write a query the the FromSQL method. I need to create >> an object >> contains tickets in our CustomerCare queue and that have either been >> worked on >> or resolved in the last week (which will be based on the date the >> script is run, >> not the last week from now). >> >> This is what I have so far >> $tix->FromSQL('Queue = "CustomerCare" AND Status = "resolved" OR >> Status = "open"'); >> >> I'm thinking I need to add something like "AND (Created > $startDate AND >> LastUpdated < $endDate) OR Resoved > $startDate". Basically, I don't >> really >> care when it was created. I just need the transactions that were >> added between >> a start date and an end date. That makes me think the above snippets >> are both >> wrong. >> >> I have been trying to use the Query Builder to get this accomplished >> but it >> doesn't seem to support both AND and OR requests in the same query. >> Changing >> the aggregator changes it for the entire query, not just one line. >> Selecting >> the Aggregator prior to adding a new criteria does the same thing. >> >> Can anyone help me out with this? >> >> Mathew >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> > > From sven.sternberger at desy.de Thu Mar 29 06:58:13 2007 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 29 Mar 2007 12:58:13 +0200 Subject: [rt-users] RT 3.6 on Ubuntu 6.1 In-Reply-To: <9e769e4e0703290058s1aaf9af5t553a1955f13500e3@mail.gmail.com> References: <9e769e4e0703290058s1aaf9af5t553a1955f13500e3@mail.gmail.com> Message-ID: <1175165893.6565.2.camel@pcx4546.desy.de> Hi! it should be no problem to use the Debian request-tracker3.6 package, these packages are high quality and describe all dependency. This is the only package which gives you rt out of the box. best regards! On Thu, 2007-03-29 at 08:58 +0100, Mike Dent wrote: > Just wondering if anybody has installed RT 3.6.x on Ubuntu? Are there > any packages I can use which will make it easier? I grabbed the source > and ran a make testdeps and there were about 2 screen fulls of missing > dependencies! > > Thanks > Mike > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From lesmikesell at gmail.com Thu Mar 29 08:54:12 2007 From: lesmikesell at gmail.com (Les Mikesell) Date: Thu, 29 Mar 2007 07:54:12 -0500 Subject: [rt-users] RT 3.6 on Ubuntu 6.1 In-Reply-To: <0071E4EE-A424-4CE1-802B-3DEDD46D9106@red.com> References: <9e769e4e0703290058s1aaf9af5t553a1955f13500e3@mail.gmail.com> <0071E4EE-A424-4CE1-802B-3DEDD46D9106@red.com> Message-ID: <460BB6F4.9010501@gmail.com> Ryan Erwin wrote: > I'm running RT 3.6 on Ubuntu 6 and it works great. > I just did an: > apt-get install request-tracker3.4 rt3.4-apache2 > > After that, just download the RT 3.6 source and run make testdeps. > You'll get another dozen or so packages that are required. You can find > most of them by running, for example: > apt-cache search libwww | grep perl > > Then just apt-get install once you've found the right package name. > > You'll still need to use perl -MCPAN -eshell to install another 3 or 4 > packages, but it should go very smoothly. > > Overall, the ubuntu 6.10 process of RT was far more pleasant than > installing on Fedora...:-) Did you start with yum install rt3 on fedora? I haven't done that either, but everything seems to be packaged for the 3.6.3 version. -- Les Mikesell lesmikesell at gmail.com From sturner at MIT.EDU Thu Mar 29 08:55:54 2007 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 29 Mar 2007 08:55:54 -0400 Subject: [rt-users] getting username from id In-Reply-To: <460B789F.2040802@yahoo.com> References: <460B789F.2040802@yahoo.com> Message-ID: <6.2.3.4.2.20070329085236.03b6ffa8@po14.mit.edu> At Thursday 3/29/2007 04:28 AM, Mathew Snyder wrote: > while (my $user = $users->Next) { > if ($user = $transaction->Creator) { > $timeworked{$user} += $transaction->TimeTaken; > } > $environment{$environment}{$user->Name} = $timeworked{$user}; > } In the if statement, you are setting $user to $transaction->Creator, which is an integer. So $user is no longer a User object and hence no Name method. Also, a comment - in looking at the code I did get confused by the dual use of "environment" to represent a scalar variable and a hash - might be better for code maintenance to choose different names. Steve From scott at 4th.com Thu Mar 29 11:18:11 2007 From: scott at 4th.com (Scott Courtney) Date: Thu, 29 Mar 2007 11:18:11 -0400 Subject: [rt-users] RAM In-Reply-To: <67048CBE51B1644D89DDD3B7C9F2D19E0351EED2@ecamlmw720.eamcs.ericsson.se> References: <67048CBE51B1644D89DDD3B7C9F2D19E0351EED2@ecamlmw720.eamcs.ericsson.se> Message-ID: <200703291118.12320.scott@4th.com> On Wednesday 28 March 2007 11:25, Firas Batal (QA/EMC) wrote: > I have RT 3.2.1 running with MySQL 4.0.21. ?I use MYSQL with RT, and I > have just created a ticket that contains a .zip attachment with a size > of 11MB. ?I wonder if one could guide me through the following: ?I know > that MYSQL need lots of RAM to breathe properly. ?But, where is the file > kept? Is in stored in records in RAM or its stored on the hard drive > with a pointer of the location of the file stored in RAM? ? The backing store for BLOB fields in MySQL is within the table space, which translates physically to a file on the hard drive (but it's not "one file per attachment", rather all the attachments go into the database table file). The exact way in which they're stored depends on which MySQL engine your table uses (InnoDB, MyISAM, etc.). Depending on how Perl handles HTTP POST requests, and possibly depending on whether you are running RT in CGI mode or with mod_perl, the uploaded file *may* be temporarily RAM-resident during the upload process, before it is committed to the database. I'm not a Perl wiz, so I'll defer to someone with more expertise on that question. By the way, there is a special MySQL engine (at least in MySQL 5...not sure if it existed back at 4.0.x or not) that stores database records in RAM for very fast -- but volatile! -- temporary tables. That feature is used in very specialized situations, and isn't normally relevant for RT. I mention it here for completeness only. You are almost certainly NOT using this, because anything in RAM vanishes if the system is rebooted. Hope this helps. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From Brian_Gupta at timeinc.com Thu Mar 29 11:19:17 2007 From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com) Date: Thu, 29 Mar 2007 11:19:17 -0400 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: <589c94400703281524i3d9971b7wc763b2797e4769e4@mail.gmail.com> Message-ID: I understand, I figured if it was coming in the next few days, that I might as well wait for it (not particularly for the testdeps fix). Since it's at least a couple weeks away, I will forge forward with 3.6.3. (I have decided to wip everything and starting over just using the source. Which proceedure is the most uptodate? http://wiki.bestpractical.com/index.cgi?ManualInstallation or http://wiki.bestpractical.com/index.cgi?SolarisInstallGuide Thanks, Brian On 3/29/07, Ruslan Zakirov wrote: > Most probably during next month. I'm not sure, but in your case that > doesn't matter, just ignore absence of those modules and continue with installation. From jj at imagemicro.com Thu Mar 29 11:25:09 2007 From: jj at imagemicro.com (JJ Asghar) Date: Thu, 29 Mar 2007 10:25:09 -0500 Subject: [rt-users] RT 3.6 on Ubuntu 6.1 In-Reply-To: <9e769e4e0703290058s1aaf9af5t553a1955f13500e3@mail.gmail.com> References: <9e769e4e0703290058s1aaf9af5t553a1955f13500e3@mail.gmail.com> Message-ID: On Mar 29, 2007, at 2:58 AM, Mike Dent wrote: > Just wondering if anybody has installed RT 3.6.x on Ubuntu? Are there > any packages I can use which will make it easier? I grabbed the source > and ran a make testdeps and there were about 2 screen fulls of missing > dependencies! Hey Mike! Follow this almost word for word and it works great! http://wiki.bestpractical.com/index.cgi?UbuntuInstallGuide -J Best Regards, JJ Asghar Network Administrator Free: (800) 729 3400 Direct: (512) 623 5619 Fax: (512) 339 9592 mailto: jj at imagemicro.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From Brian_Gupta at timeinc.com Thu Mar 29 11:27:27 2007 From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com) Date: Thu, 29 Mar 2007 11:27:27 -0400 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: <460AA8C5.90200@gmail.com> Message-ID: Perlbinary = /usr/perl5/5.8.4/bin/perlgcc Apache = /usr/apache2 gcc = /usr/sfw/bin/gcc -- gcc version 3.4.3 (csl-sol210-3_4-branch+sol_rpath) Mysql = I haven't installed the mysql module yet, so I haven't decided if I am going to use the /usr/sfw/ package, the coolstack package, or install my own. For RT I first run the testdeps and then the fixdeps. Of course it only gets so far. I then run: "make testdeps|MISS" to get a list in one window. I then manually use CPAN to install the modules: /usr/perl5/5.8.4/bin/perlgcc -----Original Message----- From: chaim rieger [mailto:chaim.rieger at gmail.com] > do you use packages or src for your apache/perl/mysql etc... ? which directions are you following ? are you installing perl-modules via cpan or src ? From antonfh at lantic.net Thu Mar 29 08:46:34 2007 From: antonfh at lantic.net (Anton Heuschen) Date: Thu, 29 Mar 2007 14:46:34 +0200 Subject: [rt-users] Building report on tickets Message-ID: <001e01c77200$4c69ff50$6500a8c0@corp.lantic.net> Hallo. Im trying to build a report on total amount of tickets logged by users, time taken to resolve etc. In short here is the basic categories I am looking at: Category(or Queue then) , Time Logged (TL) , Time Accepted (TA) , Time Completed (TC) To get: 1) Quantity of tickets per set period 2) Average time to accept ticket 3) Avg time to complete a ticket I can see in the Tickets table the "Created" date - this gives me TL I can work out the Time Completed by checking on Status=Resolved and checking that the Queue is what I want. ALSO NOTE, as an example, tickets are logged here first with SupportLevel1, SupportLevel1 might sometimes close a ticket, but in most cases it gets send/transferred to SupportLevel2... The stats should be on tickets that reached SupportLevel2..THUS TIME ACCEPTED (TA) should be when SupportLevel2 took the ticket, SupportLevel1 could of taken the ticket and added many comments .before it was transferred to SupportLevel2...I cannot see in the tables how RT determines when it was moved from one Queue to the next? I can determine when SupportLEvel2 resolved a ticket by querying the Queue = SupportLevel2 and Status = Resolved. I am not sure what field to use to say that SupportLevel2 started a ticket at this date and time? There are fields like Told, Starts, Started.. The closest seems to be the Told field, but it does not seem to be linked/or have a queue id with it.so how one would determine if the date indicated by Told was when SupportLevel2 took over the ticket seems questionable. Here is what would typically happen with a ticket: 1) Ticket logged by a SupportLevel1 user. 2) Another or same SupportLevel1 user might add various comments 3) Then it might get forwarded (queue changed) to SupportLevel2 (where it will wait till SupportLevel2 accepts it) 4) SupportLevel2 will add comments, either same user who accepted it or between different SupportLevel2 members 5) Finally a SupportLevel2 user will resolve the ticket So with above in mind ..the stats for Time to Accept the ticket, should be from date that SupportLevel1 moved/forwarded/changed the queue from SupportLevel1 to SupportLevel2. i.e. when SupportLevel2 could actually take the ticket. Where does RT keep its ticket details ?? I tried to look at most of the tables and see none of the ticket description details, also how does it keep track of a ticket history? The table Tickets, simply is what I would term "a short summary of the ticket, it does not quite give all the replies and "commentators" and ticket "owner" and respondents (like what you would see if you click on a RT entry on RT itself? I've been trying to build the above queries in the Query tool also but still have questions relating to how to establish where one Queue user took over from another queue..as described already in the points above, I hope this is clear enough? Your help and assistance appreciated From KFCrocker at lbl.gov Thu Mar 29 12:30:25 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Thu, 29 Mar 2007 09:30:25 -0700 Subject: [rt-users] AdminCC Watcher Inquiry In-Reply-To: <460B486F.8060209@stevefink.net> References: <460B486F.8060209@stevefink.net> Message-ID: <460BE9A1.3080301@lbl.gov> Steve, There are many reasons this might happen. What are the privileges you have allowed for the AdminCc and Requestor Roles? Are the same UserId's in any groups that are getting notifications? What Global/Queue Scrips have you set up and where are they sent? Without that info, it will be hard to resolve (pardon the pun). Kenn LBNL Steve Finkelstein wrote: > Hi all, > > Is there a difference in the way RT 3.6.1 handles Watchers for comments? > If I'm the requestor for a ticket and comment on it, I don't get an > e-mail notification. I seem to recall it doing this in the past, and I > actually preferred it that way so I can archive my e-mail for record > keeping. > > I do get e-mailed for correspondence when I'm not the ticket requestor. > > - 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 alisond at inf.ed.ac.uk Thu Mar 29 12:34:27 2007 From: alisond at inf.ed.ac.uk (Alison Downie) Date: Thu, 29 Mar 2007 17:34:27 +0100 (BST) Subject: [rt-users] group not found In-Reply-To: References: Message-ID: A bit more information: The ticket currently doesn't appear to have a Requestor at all. I think this *might* have happened by someone trying to change the original Requestor to someone else but by accident entering the details of a non-existing account ? Alison On Wed, 28 Mar 2007, Alison Downie wrote: > > When trying to add a watcher to a ticket, we are getting the following error: > > [Thu Mar 15 13:16:25 2007] [warning]: RT::Handle=HASH(0x9af33f8) couldn't > execute the query 'SELECT main.* FROM GroupMembers main WHERE > ((main.GroupId = )) ' at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 > > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9af33f8)', > 'SELECT main.* FROM GroupMembers main WHERE ((main.GroupId =...') called at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 231 > > We are using rt 3.0.8 at the moment - to be upgraded shortly. > > Has anyone else seen this/know how to fix it ? > > Thanks, > > Alison > > -- ++++++++++++++++++++++++++++++++++++++++++++++ Alison Downie, Computing Officer School of Informatics, University of Edinburgh Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL Tel: 650 3095 ++++++++++++++++++++++++++++++++++++++++++++++ From alan at hardwareandtools.com Thu Mar 29 12:42:35 2007 From: alan at hardwareandtools.com (Alan Brault) Date: Thu, 29 Mar 2007 12:42:35 -0400 Subject: [rt-users] group not found In-Reply-To: References: Message-ID: <1175186555.8764.23.camel@vapg27.hardwareandtools.com> Alison: That could be the case, though what looks like is happening is whatever watcher you're assigning doesn't seem like they have a groupID at all though that could just be a fluke given the ticket doesn't have a requestor which is odd because RT shouldn't allow that to happen in the first place as far as I know. -- Regards, Alan Brault UNIX & Web Applications Developer Hardware and Tools Corp On Thu, 2007-03-29 at 17:34 +0100, Alison Downie wrote: > A bit more information: > > The ticket currently doesn't appear to have a Requestor at all. I think > this *might* have happened by someone trying to change the original > Requestor to someone else but by accident entering the details of a > non-existing account ? > > Alison > > On Wed, 28 Mar 2007, Alison Downie wrote: > > > > > When trying to add a watcher to a ticket, we are getting the following error: > > > > [Thu Mar 15 13:16:25 2007] [warning]: RT::Handle=HASH(0x9af33f8) couldn't > > execute the query 'SELECT main.* FROM GroupMembers main WHERE > > ((main.GroupId = )) ' at > > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 > > > > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9af33f8)', > > 'SELECT main.* FROM GroupMembers main WHERE ((main.GroupId =...') called at > > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 231 > > > > We are using rt 3.0.8 at the moment - to be upgraded shortly. > > > > Has anyone else seen this/know how to fix it ? > > > > Thanks, > > > > Alison > > > > > From jesse at bestpractical.com Thu Mar 29 12:54:00 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 29 Mar 2007 09:54:00 -0700 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: References: Message-ID: <6D615057-B897-4E5C-8E7B-2EB4C2826A2F@bestpractical.com> On Mar 29, 2007, at 8:19 AM, wrote: > I understand, I figured if it was coming in the next few days, that I > might as well wait for it (not particularly for the testdeps fix). > Since > it's at least a couple weeks away, I will forge forward with 3.6.3. (I > have decided to wip everything and starting over just using the > source. > > Which proceedure is the most uptodate? > http://wiki.bestpractical.com/index.cgi?ManualInstallation or This is generally the most up to date install instruction set. -jesse > http://wiki.bestpractical.com/index.cgi?SolarisInstallGuide > > Thanks, > Brian > > > On 3/29/07, Ruslan Zakirov wrote: >> Most probably during next month. I'm not sure, but in your case that >> doesn't matter, just ignore absence of those modules and continue >> with > installation. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From scott at 4th.com Thu Mar 29 13:28:18 2007 From: scott at 4th.com (Scott Courtney) Date: Thu, 29 Mar 2007 13:28:18 -0400 Subject: [rt-users] Errors initializing database in RT 3.6.1 [SOLVED] In-Reply-To: <589c94400703281022g1c2ab5dakd4b0de3532cabf7c@mail.gmail.com> References: <200703281056.31274.scott@4th.com> <589c94400703281022g1c2ab5dakd4b0de3532cabf7c@mail.gmail.com> Message-ID: <200703291328.19068.scott@4th.com> On Wednesday 28 March 2007 13:22, Ruslan Zakirov wrote: > In 3.6 as well as in 3.4 there is no way to init database step by > step, but only with "rt-setup-database-3.6 --action init ..." as init > action runs additional steps which setup core objects. > > On 3/28/07, Scott Courtney wrote: > [...] > > Running "rt-setup-database-3.6 --action schema ......" works just fine, and > > creates the schema with no errors. > > > > However, running "rt-setup-database-3.6 --action insert --datafile \ > > /etc/request-tracker3.6/initialdata" fails with multiple error messages, Bingo! Thanks, Ruslan. My problem was that I needed to *not* pre-create the empty database, but rather to let rt-setup-database3.6 script do it for me. I had thought I needed to pre-create the empty DB so that the RT user account would be able to access it, but the script takes care of this just fine. I must have done it the right way on my previous installations. Go figure. In any case, this solved my problem, and I'm up and running. Thanks very much for the quick response! Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From ruslan.zakirov at gmail.com Thu Mar 29 13:31:18 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 29 Mar 2007 21:31:18 +0400 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: References: <460AA8C5.90200@gmail.com> Message-ID: <589c94400703291031m30444781i8697d2c7967ff4a7@mail.gmail.com> Note, as you have perl binary in not standard location then you must define path to perl on very first step: PERL=/usr/perl5/5.8.4/bin/perlgcc ./configure ... As well you should use this binary when you start CPAN shell: /usr/perl5/5.8.4/bin/perlgcc -MCPAN -eshell On 3/29/07, Brian_Gupta at timeinc.com wrote: > Perlbinary = /usr/perl5/5.8.4/bin/perlgcc > Apache = /usr/apache2 > gcc = /usr/sfw/bin/gcc -- gcc version 3.4.3 > (csl-sol210-3_4-branch+sol_rpath) > Mysql = I haven't installed the mysql module yet, so I haven't decided > if I am going to use the /usr/sfw/ package, the coolstack package, or > install my own. > > For RT I first run the testdeps and then the fixdeps. Of course it only > gets so far. > I then run: "make testdeps|MISS" to get a list in one window. > I then manually use CPAN to install the modules: > /usr/perl5/5.8.4/bin/perlgcc > > -----Original Message----- > From: chaim rieger [mailto:chaim.rieger at gmail.com] > > > do you use packages or src for your apache/perl/mysql etc... ? which > directions are you following ? are you installing perl-modules via cpan > or src ? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: 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 Brian_Gupta at timeinc.com Thu Mar 29 13:37:48 2007 From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com) Date: Thu, 29 Mar 2007 13:37:48 -0400 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: <6D615057-B897-4E5C-8E7B-2EB4C2826A2F@bestpractical.com> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Just to make things cleaner, I am getting all the packages form Sunfreeware.com. The Perl package is compiled with gcc, so there shouldn't be any issues. (I also got their version of gcc, flex, GD, libpng, mm sleepycatdb and MySQL). I'll let you know how it goes. Cheers, Brian Brian Gupta Time Inc Information Technology Dept 212-522-1401 -----BEGIN PGP SIGNATURE----- Version: PGP Desktop 9.0.6 (Build 6060) iQA/AwUBRgv5dKCo3Yt1MVNwEQIoTQCgjtDmEgmOgpN8n/sP3uj69At6mF8Amwdy dkYIvB6RVK10k8MbOCejaE/m =LuId -----END PGP SIGNATURE----- -------------- next part -------------- A non-text attachment was scrubbed... Name: PGPexch.rtf.pgp Type: application/octet-stream Size: 828 bytes Desc: PGPexch.rtf.pgp URL: From thrall.mail.list at gmail.com Thu Mar 29 14:10:12 2007 From: thrall.mail.list at gmail.com (Nadeem Shahbaz) Date: Thu, 29 Mar 2007 23:10:12 +0500 Subject: [rt-users] RT 3.6.3 Default RT at a glance problem Message-ID: Hi, I am using RT 3.4.5 and now installed a separate copy of RT 3.6.3 and trying to use it with existing database. Everything working fine other than default RT at a glance configuration under global configuration. I am getting following error instead of something useful. Any help is highly appreciated, thanks: error: Can't call method "Content" on an undefined value at /usr/local/rt3.6.3-APDC/share/html/Admin/Global/MyRT.html line 50. context: ... 46: my ( $conf, $pane ) = @_; 47: $default_portlets->SetContent( $conf ); 48: push @actions, loc( 'Global portlet [_1] saved.', $pane ); 49: } 50: ); 51: 52: $m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_, nojs => 1 ) 53: for @panes; 54: ... code stack: /usr/local/rt3.6.3-APDC/share/html/Admin/Global/MyRT.html:50 /usr/local/rt3.6.3-APDC/share/html/Admin/autohandler:47 /usr/local/rt3.6.3-APDC/share/html/autohandler:292 From ivetter at math.purdue.edu Thu Mar 29 13:42:26 2007 From: ivetter at math.purdue.edu (Isaac Vetter) Date: Thu, 29 Mar 2007 13:42:26 -0400 Subject: [rt-users] Has anyone gotten RT working on Solaris 10 x86? In-Reply-To: References: Message-ID: <460BFA82.7060609@math.purdue.edu> Brian_Gupta at timeinc.com wrote: > > Has anyone gotten Solaris 10 x86 working? > Brian, All; I know I'm late in coming to the thread, but have you looked at blastwave's rt package? http://www.blastwave.org/packages.php/rt Getting RT installed and configured is always a chore imho, but this package made it alot easier the last time that previous times I've done it. Isaac Vetter p.s. Here's a nice, fast, up-to-date blastwave mirror: http://ftp.math.purdue.edu/mirrors/blastwave.org/ -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 2914 bytes Desc: S/MIME Cryptographic Signature URL: From jose.junior at mds.gov.br Thu Mar 29 14:15:46 2007 From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=) Date: Thu, 29 Mar 2007 15:15:46 -0300 Subject: [rt-users] Assorted doubts Message-ID: <460C0252.8020406@mds.gov.br> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, I just 'won' the responsability of taking care of our RT system and make some customizations. Right now I'm trying to fix/customize the following, using RT 3.6.3: * "worked time" is show in minutes only. Even when I select "hours" in the dropdown menu. I set it to 'hours' and submit the comment, and the comment shows ' min' on the worked time. We translated almost all RT interface and "hours" in the dropdown is currently in my native language, but I suppose that this is not the cause... * Is there a way to make the child ticket (sub ticket) creation to show in the main ticket's history? (I think this is a component, not standard from RT) * Where can I find a 'reference' to the query language? I must create some queries based on the user group (like, all tickets from all users in group 'field-support') but the "MemberOf" stuff from the queries seems to refer to tickets and not users... []s -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGDAJSv0TDyic/J4kRAnR+AJ9rJ1Mm7xcxWpKARmgiH3OE/vK5hwCgsgMT qfCTDiQUoQnn4+WipW7FRuc= =vZOa -----END PGP SIGNATURE----- From taan at cryologic.com Thu Mar 29 20:36:03 2007 From: taan at cryologic.com (Taan Lindemans) Date: Fri, 30 Mar 2007 10:36:03 +1000 Subject: [rt-users] Scrips and Reminders Message-ID: <460C5B73.6080406@cryologic.com> Does anybody know of an easy way to turn off scrips being triggered by Reminders? Should be able to trigger them on Ticket Type, but I don't want to customize all scrips on a queue individually. For RT-3.6.3. thanks Taan From theillien at yahoo.com Thu Mar 29 22:00:42 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Thu, 29 Mar 2007 22:00:42 -0400 Subject: [rt-users] Query Help Please Message-ID: <460C6F4A.8030405@yahoo.com> My query: 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate > $startDate) OR (Status = "resolved" AND Resolved > $startDate))' This, unfortunately, returns all resolved tickets (I'm not sure what it returns for open tickets). How can I modify this to only return tickets that are open and updated according to the date held in $startDate and/or are resolved and have been resolved according to the date held in $startDate? For the record, the date is one week prior to the day the script is run. Mathew From david.hobley at mionegroup.com Thu Mar 29 22:59:31 2007 From: david.hobley at mionegroup.com (David Hobley) Date: Fri, 30 Mar 2007 12:59:31 +1000 Subject: [rt-users] Displaying HTML email as HTML in the page In-Reply-To: <460B4B5D.7040001@mionegroup.com> References: <460B4B5D.7040001@mionegroup.com> Message-ID: <460C7D13.2010209@mionegroup.com> Hello, We have just started using RT for internal products requests and the only real issue we have had so far is that when viewing a ticket, while there is a link to the HTML attachment, actually clicking on it results in the HTML source being displayed. We actually need to be able to see the actual HTML page itself (in a new window would be fine - currently we have to save the .html to disc and then open it using Firefox). Is there any way to configure this behaviour? Cheers, David > From theillien at yahoo.com Fri Mar 30 00:10:35 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 30 Mar 2007 00:10:35 -0400 Subject: [rt-users] Query Help Please In-Reply-To: <460C6F4A.8030405@yahoo.com> References: <460C6F4A.8030405@yahoo.com> Message-ID: <460C8DBB.8080108@yahoo.com> Seriously, can someone help please? This is getting frustrating. Mathew Mathew Snyder wrote: > My query: > > 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate > $startDate) OR > (Status = "resolved" AND Resolved > $startDate))' > > This, unfortunately, returns all resolved tickets (I'm not sure what it returns > for open tickets). How can I modify this to only return tickets that are open > and updated according to the date held in $startDate and/or are resolved and > have been resolved according to the date held in $startDate? > > For the record, the date is one week prior to the day the script is run. > > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From theillien at yahoo.com Fri Mar 30 03:59:37 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 30 Mar 2007 03:59:37 -0400 Subject: [rt-users] Query Help Please In-Reply-To: <460C6F4A.8030405@yahoo.com> References: <460C6F4A.8030405@yahoo.com> Message-ID: <460CC369.4010703@yahoo.com> This is what's in Query Builder: Queue = 'CustomerCare' AND ( LastUpdated > '2007-03-23' OR Resolved > '2007-03-23' ) It returns 168 tickets. This is what I have in the script: "Queue = 'CustomerCare' AND (LastUpdated > '" . $startDate . "' OR Resolved > '" . $startDate . "')" It returns 0 tickets. Mathew Snyder wrote: > My query: > > 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate > $startDate) OR > (Status = "resolved" AND Resolved > $startDate))' > > This, unfortunately, returns all resolved tickets (I'm not sure what it returns > for open tickets). How can I modify this to only return tickets that are open > and updated according to the date held in $startDate and/or are resolved and > have been resolved according to the date held in $startDate? > > For the record, the date is one week prior to the day the script is run. > > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From bestpractical at jon.limedaley.com Fri Mar 30 08:16:09 2007 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Fri, 30 Mar 2007 08:16:09 -0400 (EDT) Subject: [rt-users] Query Help Please In-Reply-To: <460CC369.4010703@yahoo.com> References: <460C6F4A.8030405@yahoo.com> <460CC369.4010703@yahoo.com> Message-ID: Is the date format correct in $startDate, ie. does $startDate equal '2007-03-23' exactly? That's the only possible difference, right? If you turn on full SQL logs, what query do you see being run? On Fri, 30 Mar 2007, Mathew Snyder wrote: > This is what's in Query Builder: > > Queue = 'CustomerCare' AND ( LastUpdated > '2007-03-23' OR Resolved > > '2007-03-23' ) > > It returns 168 tickets. > > This is what I have in the script: > "Queue = 'CustomerCare' AND (LastUpdated > '" . $startDate . "' OR Resolved > '" > . $startDate . "')" > > It returns 0 tickets. > > > Mathew Snyder wrote: >> My query: >> >> 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate > $startDate) OR >> (Status = "resolved" AND Resolved > $startDate))' >> >> This, unfortunately, returns all resolved tickets (I'm not sure what it returns >> for open tickets). How can I modify this to only return tickets that are open >> and updated according to the date held in $startDate and/or are resolved and >> have been resolved according to the date held in $startDate? >> >> For the record, the date is one week prior to the day the script is run. >> >> Mathew >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From kellermg at potsdam.edu Fri Mar 30 08:53:50 2007 From: kellermg at potsdam.edu (Matthew Keller) Date: Fri, 30 Mar 2007 08:53:50 -0400 Subject: [rt-users] Scrips and Reminders In-Reply-To: <460C5B73.6080406@cryologic.com> References: <460C5B73.6080406@cryologic.com> Message-ID: <1175259230.4013.115.camel@mlap> What scrip trips on reminders? On Fri, 2007-03-30 at 10:36 +1000, Taan Lindemans wrote: > Does anybody know of an easy way to turn off scrips being triggered by > Reminders? Should be able to trigger them on Ticket Type, but I don't > want to customize all scrips on a queue individually. > For RT-3.6.3. > > thanks > Taan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From alisond at inf.ed.ac.uk Fri Mar 30 09:47:44 2007 From: alisond at inf.ed.ac.uk (Alison Downie) Date: Fri, 30 Mar 2007 14:47:44 +0100 (BST) Subject: [rt-users] group not found In-Reply-To: <1175186555.8764.23.camel@vapg27.hardwareandtools.com> References: <1175186555.8764.23.camel@vapg27.hardwareandtools.com> Message-ID: I must admit it does seem strange that the ticket is able to be 'requestor-less'! I wish I could make sense of the intricacies of RT a bit better but I can only assume that at the point of changing the Requestor name, it removed the old one successfully then didn't complain too much that it didn't recognise the new requestor (that probably had a typo). Now that we have spotted the mistake and are trying to correct it, it's complaining bitterly! Anyway, I can change the Requestor on another ticket to the Requestor that we are trying to allocate to the rogue ticket in question so the Requestor that we are trying assign would appear to have a valid groupID :-) Thanks for your comments, though - at least my train of thought isn't too far off the mark!! Alison On Thu, 29 Mar 2007, Alan Brault wrote: > Alison: > > That could be the case, though what looks like is happening is whatever > watcher you're assigning doesn't seem like they have a groupID at all > though that could just be a fluke given the ticket doesn't have a > requestor which is odd because RT shouldn't allow that to happen in the > first place as far as I know. From ruslan.zakirov at gmail.com Fri Mar 30 10:59:36 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 30 Mar 2007 18:59:36 +0400 Subject: [rt-users] getting username from id In-Reply-To: <6.2.3.4.2.20070329085236.03b6ffa8@po14.mit.edu> References: <460B789F.2040802@yahoo.com> <6.2.3.4.2.20070329085236.03b6ffa8@po14.mit.edu> Message-ID: <589c94400703300759y533f5167n321d5eb876c79f11@mail.gmail.com> On 3/29/07, Stephen Turner wrote: > At Thursday 3/29/2007 04:28 AM, Mathew Snyder wrote: > > while (my $user = $users->Next) { > > if ($user = $transaction->Creator) { > > $timeworked{$user} += $transaction->TimeTaken; > > } > > $environment{$environment}{$user->Name} = $timeworked{$user}; > > } > > In the if statement, you are setting $user to $transaction->Creator, > which is an integer. So $user is no longer a User object and hence no > Name method. However, there is $transaction->CreatorObj method that returns user's object. > > Also, a comment - in looking at the code I did get confused by the > dual use of "environment" to represent a scalar variable and a hash - > might be better for code maintenance to choose different names. > > 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 ruslan.zakirov at gmail.com Fri Mar 30 11:02:53 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 30 Mar 2007 19:02:53 +0400 Subject: [rt-users] getting username from id In-Reply-To: <589c94400703300759y533f5167n321d5eb876c79f11@mail.gmail.com> References: <460B789F.2040802@yahoo.com> <6.2.3.4.2.20070329085236.03b6ffa8@po14.mit.edu> <589c94400703300759y533f5167n321d5eb876c79f11@mail.gmail.com> Message-ID: <589c94400703300802t5b053778w6a4763121a7553a0@mail.gmail.com> On 3/30/07, Ruslan Zakirov wrote: > On 3/29/07, Stephen Turner wrote: > > At Thursday 3/29/2007 04:28 AM, Mathew Snyder wrote: > > > while (my $user = $users->Next) { > > > if ($user = $transaction->Creator) { also here ^^^^ you use '=' which equality operator not a '==' boolean operator which compares numeric values, so you overwrite value in $user variable. you need the following condition: if ( $user->id == $transaction->Creator ) { ... > > > $timeworked{$user} += $transaction->TimeTaken; > > > } > > > $environment{$environment}{$user->Name} = $timeworked{$user}; > > > } > > > > In the if statement, you are setting $user to $transaction->Creator, > > which is an integer. So $user is no longer a User object and hence no > > Name method. > However, there is $transaction->CreatorObj method that returns user's object. > > > > > Also, a comment - in looking at the code I did get confused by the > > dual use of "environment" to represent a scalar variable and a hash - > > might be better for code maintenance to choose different names. > > > > 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. > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Mar 30 11:09:05 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 30 Mar 2007 19:09:05 +0400 Subject: [rt-users] getting username from id In-Reply-To: <460B789F.2040802@yahoo.com> References: <460B789F.2040802@yahoo.com> Message-ID: <589c94400703300809y1cfc11e3y15f701a73950b9d2@mail.gmail.com> On 3/29/07, Mathew Snyder wrote: > I've been working on a script for a while and finally have it working more or > less the way I need it to. The last thing (besides file formatting) is to get > the usernames. I'm getting the users via LimitToPrivileged in Users.pm. In > another script I proved to myself that I can get the names using the ->Name method: > > my $users = new RT::Users(RT::SystemUser); > $users->LimitToPrivileged; > > while ( my $user = $users->Next ) { > next if $user->Name eq 'root'; > print $user->Name . "\n"; > } > > exit; > > However, when I try to use the same method to populate a hash I get the error > indicating "Can't call method "Name" without a package or object reference at > ./user_timesheet_3.pl line 65." > > This is the block of code in contention: > > my $users = new RT::Users(RT::SystemUser); > $users->LimitToPrivileged; delete this you don't need it. > > while (my $ticket = $tix->Next) { > my $environment = $ticket->FirstCustomFieldValue('Environment'); > my $user; this ^^^ line is also useless > unless ($environment) { > warn "warning " . $ticket->id. " has no environment"; > next > } > > my $transactions = $ticket->Transactions; > while (my $transaction = $transactions->Next) { > next unless ($transaction->TimeTaken); > while (my $user = $users->Next) { > if ($user = $transaction->Creator) { > $timeworked{$user} += $transaction->TimeTaken; > } > $environment{$environment}{$user->Name} = $timeworked{$user}; > } instead of above block use the following code: my $creator = $transactions->CreatorObj; $timeworked{ $creator->Name } += $transaction->TimeTaken; $environment{$environment}{ $creator->Name } += $transaction->TimeTaken; > } > } > > foreach my $key (sort keys %environment) { > print $key, "\n"; > print ("-" x 15); > print "\n"; > foreach my $key2 (keys %{ $environment{$key} }) { > print "$key2 -> $environment{$key}{$key2}\n"; > } > print "\n"; > } > > Can anyone help me correct this? > > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. From micheal.gibson at gmail.com Fri Mar 30 12:04:35 2007 From: micheal.gibson at gmail.com (Mike Gibson) Date: Fri, 30 Mar 2007 12:04:35 -0400 Subject: [rt-users] Custom Fields and Links Message-ID: Hey all, I can't seem to find this in the documentation. What I want to do is link to an external source. For example if I have a customer field called id and it holds a single value. I want the user to be able to click on this value and have it link to an external site. For example Custom Field id -> 10001 If a user clicks on this I want it to link to http://someothersite.com?id=10001 Can anyone point me to some documentation on this? Mike From cbsilva at student.dei.uc.pt Fri Mar 30 12:10:27 2007 From: cbsilva at student.dei.uc.pt (Carlos Silva) Date: Fri, 30 Mar 2007 17:10:27 +0100 Subject: [rt-users] Change emails text Message-ID: <03b101c772e5$f170b080$875aa8c0@lenaindustria.glena> Hi, I wanted to write my own texts that RT sends via email to the users when they create the tickets. I saw that there are the texts in the file "initialdata", but they only work before installing RT. Where can I change these texts after I have RT running? Best Regards, Carlos Silva -------------- next part -------------- An HTML attachment was scrubbed... URL: From theillien at yahoo.com Fri Mar 30 12:23:18 2007 From: theillien at yahoo.com (Mathew) Date: Fri, 30 Mar 2007 12:23:18 -0400 Subject: [rt-users] getting username from id In-Reply-To: <589c94400703300809y1cfc11e3y15f701a73950b9d2@mail.gmail.com> References: <460B789F.2040802@yahoo.com> <589c94400703300809y1cfc11e3y15f701a73950b9d2@mail.gmail.com> Message-ID: <460D3976.2000705@yahoo.com> Ruslan Zakirov wrote: > On 3/29/07, Mathew Snyder wrote: >> I've been working on a script for a while and finally have it working >> more or >> less the way I need it to. The last thing (besides file formatting) >> is to get >> the usernames. I'm getting the users via LimitToPrivileged in >> Users.pm. In >> another script I proved to myself that I can get the names using the >> ->Name method: >> >> my $users = new RT::Users(RT::SystemUser); >> $users->LimitToPrivileged; >> >> while ( my $user = $users->Next ) { >> next if $user->Name eq 'root'; >> print $user->Name . "\n"; >> } >> >> exit; >> >> However, when I try to use the same method to populate a hash I get >> the error >> indicating "Can't call method "Name" without a package or object >> reference at >> ./user_timesheet_3.pl line 65." >> >> This is the block of code in contention: >> >> my $users = new RT::Users(RT::SystemUser); >> $users->LimitToPrivileged; > delete this you don't need it. But If I don't use it I get all the users. Even watchers. I just want the users that we have internally. These are the only people we're concerned about as far as time worked goes. > >> >> while (my $ticket = $tix->Next) { >> my $environment = $ticket->FirstCustomFieldValue('Environment'); >> my $user; > this ^^^ line is also useless Yeah, I forgot to remove that before I posted. I got rid of it in the actual script when I realized it is redundant. > >> unless ($environment) { >> warn "warning " . $ticket->id. " has no environment"; >> next >> } >> >> my $transactions = $ticket->Transactions; >> while (my $transaction = $transactions->Next) { >> next unless ($transaction->TimeTaken); > >> while (my $user = $users->Next) { >> if ($user = $transaction->Creator) { >> $timeworked{$user} += $transaction->TimeTaken; >> } >> $environment{$environment}{$user->Name} = $timeworked{$user}; >> } > instead of above block use the following code: > my $creator = $transactions->CreatorObj; > $timeworked{ $creator->Name } += $transaction->TimeTaken; > $environment{$environment}{ $creator->Name } += > $transaction->TimeTaken; Which block specifically? The while (my $user = $users->Next) block? > >> } >> } >> >> foreach my $key (sort keys %environment) { >> print $key, "\n"; >> print ("-" x 15); >> print "\n"; >> foreach my $key2 (keys %{ $environment{$key} }) { >> print "$key2 -> $environment{$key}{$key2}\n"; >> } >> print "\n"; >> } >> >> Can anyone help me correct this? >> >> Mathew >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > > Thank you all for the help. I do seriously appreciate it. Mathew From ruslan.zakirov at gmail.com Fri Mar 30 12:58:48 2007 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 30 Mar 2007 20:58:48 +0400 Subject: [rt-users] getting username from id In-Reply-To: <460D3976.2000705@yahoo.com> References: <460B789F.2040802@yahoo.com> <589c94400703300809y1cfc11e3y15f701a73950b9d2@mail.gmail.com> <460D3976.2000705@yahoo.com> Message-ID: <589c94400703300958o1219dc97we162fee8e9d0993d@mail.gmail.com> On 3/30/07, Mathew wrote: > Ruslan Zakirov wrote: > > On 3/29/07, Mathew Snyder wrote: > >> I've been working on a script for a while and finally have it working > >> more or > >> less the way I need it to. The last thing (besides file formatting) > >> is to get > >> the usernames. I'm getting the users via LimitToPrivileged in > >> Users.pm. In > >> another script I proved to myself that I can get the names using the > >> ->Name method: > >> > >> my $users = new RT::Users(RT::SystemUser); > >> $users->LimitToPrivileged; > >> > >> while ( my $user = $users->Next ) { > >> next if $user->Name eq 'root'; > >> print $user->Name . "\n"; > >> } > >> > >> exit; > >> > >> However, when I try to use the same method to populate a hash I get > >> the error > >> indicating "Can't call method "Name" without a package or object > >> reference at > >> ./user_timesheet_3.pl line 65." > >> > >> This is the block of code in contention: > >> > >> my $users = new RT::Users(RT::SystemUser); > >> $users->LimitToPrivileged; > > delete this you don't need it. > > But If I don't use it I get all the users. Even watchers. I just want > the users that we have internally. These are the only people we're > concerned about as far as time worked goes. see comment below. > > > > >> > >> while (my $ticket = $tix->Next) { > >> my $environment = $ticket->FirstCustomFieldValue('Environment'); > >> my $user; > > this ^^^ line is also useless > > Yeah, I forgot to remove that before I posted. I got rid of it in the > actual script when I realized it is redundant. > > > > >> unless ($environment) { > >> warn "warning " . $ticket->id. " has no environment"; > >> next > >> } > >> > >> my $transactions = $ticket->Transactions; > >> while (my $transaction = $transactions->Next) { > >> next unless ($transaction->TimeTaken); > > > >> while (my $user = $users->Next) { > >> if ($user = $transaction->Creator) { > >> $timeworked{$user} += $transaction->TimeTaken; > >> } > >> $environment{$environment}{$user->Name} = $timeworked{$user}; > >> } > > instead of above block use the following code: > > my $creator = $transactions->CreatorObj; > > $timeworked{ $creator->Name } += $transaction->TimeTaken; > > $environment{$environment}{ $creator->Name } += > > $transaction->TimeTaken; > > Which block specifically? The while (my $user = $users->Next) block? yes. If you're interested in privileged users only then you can use something like: next unless $creator_obj->Privileged; > > > > >> } > >> } > >> > >> foreach my $key (sort keys %environment) { > >> print $key, "\n"; > >> print ("-" x 15); > >> print "\n"; > >> foreach my $key2 (keys %{ $environment{$key} }) { > >> print "$key2 -> $environment{$key}{$key2}\n"; > >> } > >> print "\n"; > >> } > >> > >> Can anyone help me correct this? > >> > >> Mathew > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Community help: http://wiki.bestpractical.com > >> Commercial support: sales at bestpractical.com > >> > >> > >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > >> Buy a copy at http://rtbook.bestpractical.com > >> > > > > > > > Thank you all for the help. I do seriously appreciate it. > > Mathew > -- Best regards, Ruslan. From theillien at yahoo.com Fri Mar 30 13:06:33 2007 From: theillien at yahoo.com (Mathew) Date: Fri, 30 Mar 2007 13:06:33 -0400 Subject: [rt-users] getting username from id In-Reply-To: <589c94400703300958o1219dc97we162fee8e9d0993d@mail.gmail.com> References: <460B789F.2040802@yahoo.com> <589c94400703300809y1cfc11e3y15f701a73950b9d2@mail.gmail.com> <460D3976.2000705@yahoo.com> <589c94400703300958o1219dc97we162fee8e9d0993d@mail.gmail.com> Message-ID: <460D4399.5010402@yahoo.com> Ruslan Zakirov wrote: > On 3/30/07, Mathew wrote: >> Ruslan Zakirov wrote: >> > On 3/29/07, Mathew Snyder wrote: >> >> I've been working on a script for a while and finally have it working >> >> more or >> >> less the way I need it to. The last thing (besides file formatting) >> >> is to get >> >> the usernames. I'm getting the users via LimitToPrivileged in >> >> Users.pm. In >> >> another script I proved to myself that I can get the names using the >> >> ->Name method: >> >> >> >> my $users = new RT::Users(RT::SystemUser); >> >> $users->LimitToPrivileged; >> >> >> >> while ( my $user = $users->Next ) { >> >> next if $user->Name eq 'root'; >> >> print $user->Name . "\n"; >> >> } >> >> >> >> exit; >> >> >> >> However, when I try to use the same method to populate a hash I get >> >> the error >> >> indicating "Can't call method "Name" without a package or object >> >> reference at >> >> ./user_timesheet_3.pl line 65." >> >> >> >> This is the block of code in contention: >> >> >> >> my $users = new RT::Users(RT::SystemUser); >> >> $users->LimitToPrivileged; >> > delete this you don't need it. >> >> But If I don't use it I get all the users. Even watchers. I just want >> the users that we have internally. These are the only people we're >> concerned about as far as time worked goes. > > see comment below. > >> >> > >> >> >> >> while (my $ticket = $tix->Next) { >> >> my $environment = $ticket->FirstCustomFieldValue('Environment'); >> >> my $user; >> > this ^^^ line is also useless >> >> Yeah, I forgot to remove that before I posted. I got rid of it in the >> actual script when I realized it is redundant. >> >> > >> >> unless ($environment) { >> >> warn "warning " . $ticket->id. " has no environment"; >> >> next >> >> } >> >> >> >> my $transactions = $ticket->Transactions; >> >> while (my $transaction = $transactions->Next) { >> >> next unless ($transaction->TimeTaken); >> > >> >> while (my $user = $users->Next) { >> >> if ($user = $transaction->Creator) { >> >> $timeworked{$user} += $transaction->TimeTaken; >> >> } >> >> $environment{$environment}{$user->Name} = >> $timeworked{$user}; >> >> } >> > instead of above block use the following code: >> > my $creator = $transactions->CreatorObj; >> > $timeworked{ $creator->Name } += $transaction->TimeTaken; >> > $environment{$environment}{ $creator->Name } += >> > $transaction->TimeTaken; >> >> Which block specifically? The while (my $user = $users->Next) block? > yes. > > If you're interested in privileged users only then you can use something > like: > next unless $creator_obj->Privileged; Ah. Excellent. Thanks. > > >> >> > >> >> } >> >> } >> >> >> >> foreach my $key (sort keys %environment) { >> >> print $key, "\n"; >> >> print ("-" x 15); >> >> print "\n"; >> >> foreach my $key2 (keys %{ $environment{$key} }) { >> >> print "$key2 -> $environment{$key}{$key2}\n"; >> >> } >> >> print "\n"; >> >> } >> >> >> >> Can anyone help me correct this? >> >> >> >> Mathew >> >> _______________________________________________ >> >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> >> >> Community help: http://wiki.bestpractical.com >> >> Commercial support: sales at bestpractical.com >> >> >> >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> >> Buy a copy at http://rtbook.bestpractical.com >> >> >> > >> > >> >> >> Thank you all for the help. I do seriously appreciate it. >> >> Mathew >> > > Mathew From KFCrocker at lbl.gov Fri Mar 30 13:15:36 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 30 Mar 2007 10:15:36 -0700 Subject: [rt-users] Query Help Please In-Reply-To: <460CC369.4010703@yahoo.com> References: <460C6F4A.8030405@yahoo.com> <460CC369.4010703@yahoo.com> Message-ID: <460D45B8.2010902@lbl.gov> Mathew, I'm not a perl expert by any stretch, but I've coded in over 25 different languages over several decades (I'm really old) so my comments are in relation to the conditional logic, not syntax. It seems to me as I look at the "OR Resolved > $StartDate" part, you will always get a positive result. Reason: I do not think it is possible to have a start date less than the resolved date and since the logic said "OR" it will always meet that condition. This is also based on the assumption that the date formats are consistent. Just a thought. Kenn LBNL Mathew Snyder wrote: > This is what's in Query Builder: > > Queue = 'CustomerCare' AND ( LastUpdated > '2007-03-23' OR Resolved > > '2007-03-23' ) > > It returns 168 tickets. > > This is what I have in the script: > "Queue = 'CustomerCare' AND (LastUpdated > '" . $startDate . "' OR Resolved > '" > . $startDate . "')" > > It returns 0 tickets. > > > Mathew Snyder wrote: >> My query: >> >> 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate > $startDate) OR >> (Status = "resolved" AND Resolved > $startDate))' >> >> This, unfortunately, returns all resolved tickets (I'm not sure what it returns >> for open tickets). How can I modify this to only return tickets that are open >> and updated according to the date held in $startDate and/or are resolved and >> have been resolved according to the date held in $startDate? >> >> For the record, the date is one week prior to the day the script is run. >> >> Mathew >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From KFCrocker at lbl.gov Fri Mar 30 13:23:23 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 30 Mar 2007 10:23:23 -0700 Subject: [rt-users] group not found In-Reply-To: References: <1175186555.8764.23.camel@vapg27.hardwareandtools.com> Message-ID: <460D478B.6020705@lbl.gov> Alan, I have run into the "Requestorless" tickets before and found that it only happens when I use the "Quick Ticket" function at the bottom of the home page. I mentioned this to Jesse over a year ago and my understanding was that it was addressed in 3.6.3. As to the no GroupID stuff, are the tickets in the same Queue? Perhaps the group has privileges in one Queue and not the other? Just a thought. Kenn LBNL Alison Downie wrote: > > I must admit it does seem strange that the ticket is able to be > 'requestor-less'! I wish I could make sense of the intricacies of RT a > bit better but I can only assume that at the point of changing the > Requestor name, it removed the old one successfully then didn't complain > too much that it didn't recognise the new requestor (that probably had a > typo). Now that we have spotted the mistake and are trying to correct > it, it's complaining bitterly! Anyway, I can change the Requestor on > another ticket to the Requestor that we are trying to allocate to the > rogue ticket in question so the Requestor that we are trying assign > would appear to have a valid groupID :-) > > Thanks for your comments, though - at least my train of thought isn't > too far off the mark!! > > Alison > > On Thu, 29 Mar 2007, Alan Brault wrote: > >> Alison: >> >> That could be the case, though what looks like is happening is whatever >> watcher you're assigning doesn't seem like they have a groupID at all >> though that could just be a fluke given the ticket doesn't have a >> requestor which is odd because RT shouldn't allow that to happen in the >> first place as far as I know. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Mar 30 13:25:40 2007 From: KFCrocker at lbl.gov (Kenneth Crocker) Date: Fri, 30 Mar 2007 10:25:40 -0700 Subject: [rt-users] Change emails text In-Reply-To: <03b101c772e5$f170b080$875aa8c0@lenaindustria.glena> References: <03b101c772e5$f170b080$875aa8c0@lenaindustria.glena> Message-ID: <460D4814.50901@lbl.gov> Carlos, Just modify the existing global templates or copy them and create new ones with a modified version of what you copy and then point the scrips to those templates. Rt is designed to allow this. No need to fool around with the DataBase. Kenn LBNL Carlos Silva wrote: > Hi, > > > > I wanted to write my own texts that RT sends via email to the users when > they create the tickets. > > > > I saw that there are the texts in the file ?initialdata?, but they only > work before installing RT. > > Where can I change these texts after I have RT running? > > > > Best Regards, > > Carlos Silva > > > > > > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com From jesse at bestpractical.com Fri Mar 30 15:07:18 2007 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 30 Mar 2007 12:07:18 -0700 Subject: [rt-users] Custom Fields and Links In-Reply-To: References: Message-ID: <1267F291-FBAA-4A1D-891F-BA42DE55CB6B@bestpractical.com> On Mar 30, 2007, at 9:04 AM, Mike Gibson wrote: > Hey all, > > I can't seem to find this in the documentation. What I want to do is > link to an external source. For example if I have a customer field > called id and it holds a single value. I want the user to be able to > click on this value and have it link to an external site. > In RT 3.6, it's in the basics page for the individual custom field. -jesse > For example > > Custom Field > > id -> 10001 > > If a user clicks on this I want it to link to > > http://someothersite.com?id=10001 > > Can anyone point me to some documentation on this? > > Mike > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly > Media. Buy a copy at http://rtbook.bestpractical.com > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From micheal.gibson at gmail.com Fri Mar 30 16:20:19 2007 From: micheal.gibson at gmail.com (Mike Gibson) Date: Fri, 30 Mar 2007 16:20:19 -0400 Subject: [rt-users] Custom Fields and Links In-Reply-To: <1267F291-FBAA-4A1D-891F-BA42DE55CB6B@bestpractical.com> References: <1267F291-FBAA-4A1D-891F-BA42DE55CB6B@bestpractical.com> Message-ID: Sorry I was running RT on my Fedora Core 4 server so I was only running 3.4.5. I will upgrade to 6. Thanks. Mike On 3/30/07, Jesse Vincent wrote: > > On Mar 30, 2007, at 9:04 AM, Mike Gibson wrote: > > > Hey all, > > > > I can't seem to find this in the documentation. What I want to do is > > link to an external source. For example if I have a customer field > > called id and it holds a single value. I want the user to be able to > > click on this value and have it link to an external site. > > > > In RT 3.6, it's in the basics page for the individual custom field. > > -jesse > > > For example > > > > Custom Field > > > > id -> 10001 > > > > If a user clicks on this I want it to link to > > > > http://someothersite.com?id=10001 > > > > Can anyone point me to some documentation on this? > > > > Mike > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Community help: http://wiki.bestpractical.com > > Commercial support: sales 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 Fri Mar 30 17:21:16 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 30 Mar 2007 17:21:16 -0400 Subject: [rt-users] CommandByMail Extension Message-ID: <7314881427FC8A4081673E8CEEA79249044E35A6@EXMIAMI01.compupay.com> Hi everyone, I am having trouble installing the CommandByMail extension. I have looked through the archives but only managed to find how easy it was to install....but they forgot to mention the easy steps they took. Is there a step by step somewhere I could follow? When I type in the first command: perl Makefile.PL I receive the following: Can't open perl script "Makefile.PL": No such file or directory Now, I will be the first to say this is likely due to ignorance on my behalf....BUT...I really don't know what to do now? Do I download the pm file? Where do I put it? :`( I realize these may be very rudimentary questions...help please :) Helmuth Ramirez Compupay IT Department 3450 Lakeside Dr. Suite 400 Miramar, FL 33027 954-874-4800 x7754 -------------- next part -------------- An HTML attachment was scrubbed... URL: From chaim.rieger at gmail.com Fri Mar 30 17:28:18 2007 From: chaim.rieger at gmail.com (chaim rieger) Date: Fri, 30 Mar 2007 14:28:18 -0700 Subject: [rt-users] CommandByMail Extension In-Reply-To: <7314881427FC8A4081673E8CEEA79249044E35A6@EXMIAMI01.compupay.com> References: <7314881427FC8A4081673E8CEEA79249044E35A6@EXMIAMI01.compupay.com> Message-ID: <460D80F2.2050206@gmail.com> Helmuth Ramirez wrote: > > Hi everyone, > > I am having trouble installing the CommandByMail extension. I have > looked through the archives but only managed to find how easy it was > to install?.but they forgot to mention the easy steps they took. > > Is there a step by step somewhere I could follow? When I type in the > first command: > > perl Makefile.PL > > I receive the following: > > Can't open perl script "Makefile.PL": No such file or directory > > Now, I will be the first to say this is likely due to ignorance on my > behalf?.BUT?I really don?t know what to do now? Do I download the pm > file? Where do I put it? :`( > > I realize these may be very rudimentary questions?help please :) > there should be a readme file with directions do an ls perhaps Makefile.PL is really Makefile.pl -- -- Chaim Rieger From HelmuthRamirez at compupay.com Fri Mar 30 17:44:26 2007 From: HelmuthRamirez at compupay.com (Helmuth Ramirez) Date: Fri, 30 Mar 2007 17:44:26 -0400 Subject: [rt-users] CommandByMail Extension In-Reply-To: <460D80F2.2050206@gmail.com> References: <7314881427FC8A4081673E8CEEA79249044E35A6@EXMIAMI01.compupay.com> <460D80F2.2050206@gmail.com> Message-ID: <7314881427FC8A4081673E8CEEA79249044E35A9@EXMIAMI01.compupay.com> If that's the case then I'm probably downloading the wrong thing. The only thing I can find to download is....oh wait.....AHHHHH I JUST found the tarball! (the ever intuitive 'Download' button next to the RT-Extension-CommandByMail-0.05). I was downloading the files under the Modules section. No wonder the Makefile never worked. Thanks Chaim! -----Original Message----- From: chaim rieger [mailto:chaim.rieger at gmail.com] Sent: Friday, March 30, 2007 5:28 PM To: Helmuth Ramirez Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] CommandByMail Extension Helmuth Ramirez wrote: > > Hi everyone, > > I am having trouble installing the CommandByMail extension. I have > looked through the archives but only managed to find how easy it was > to install....but they forgot to mention the easy steps they took. > > Is there a step by step somewhere I could follow? When I type in the > first command: > > perl Makefile.PL > > I receive the following: > > Can't open perl script "Makefile.PL": No such file or directory > > Now, I will be the first to say this is likely due to ignorance on my > behalf....BUT...I really don't know what to do now? Do I download the pm > file? Where do I put it? :`( > > I realize these may be very rudimentary questions...help please :) > there should be a readme file with directions do an ls perhaps Makefile.PL is really Makefile.pl -- -- Chaim Rieger From jmhanks1373 at hotmail.com Fri Mar 30 19:28:12 2007 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Fri, 30 Mar 2007 16:28:12 -0700 Subject: [rt-users] LoadSavedSearches right and Customize RT at a glance "Available" queries Message-ID: Hello, I'm apart of Group1 and have saved a search. I want users in Group2 to be able to load this saved search and add it to their "Customize RT at a glance", but I'm unable to get it to work. Users can't see the Group1's saved searches in the search builder and aren't able to see them in the "Available" column in Customize RT at a glance. I have the CreateSavedSearch, EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted to privileged users, so shouldn't I just need to go to Group1 and grant Group2 the ShowSavedSearch right? This seems like this should do it, but it doesn't.Any help is appreciated. Thanks, Jared _________________________________________________________________ Live Search Maps ? find all the local information you need, right when you need it. http://maps.live.com/?icid=wlmtag2&FOR M=MGAC01 -------------- next part -------------- An HTML attachment was scrubbed... URL: From brian.hawks at meridiascapital.com Fri Mar 30 20:01:54 2007 From: brian.hawks at meridiascapital.com (Brian Hawks) Date: Fri, 30 Mar 2007 17:01:54 -0700 Subject: [rt-users] Filter incoming "Out of office" replies Message-ID: <1175299314.3833.69.camel@pk-hp5150-01.meridias.local> Hi all, I have been perusing around trying to find some information on filtering out "Out of office", replies. I have not seemed to have much luck. My question is this: I have a scrip to auto respond to the sender of a newly created issue using "On Create Autoreply". Is there a scrip I can create to send the issuer's OOO into a trash queue or just send the reply into the ether with RT? Thanks in advance, Brian From theillien at yahoo.com Fri Mar 30 23:03:54 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Fri, 30 Mar 2007 23:03:54 -0400 Subject: [rt-users] Query Help Please In-Reply-To: References: <460C6F4A.8030405@yahoo.com> <460CC369.4010703@yahoo.com> Message-ID: <460DCF9A.8000301@yahoo.com> I am, in fact, getting errors. 070330 23:02:55 [ERROR] /usr/libexec/mysqld: Incorrect information in file: './rt3_devel/Users.frm' 070330 23:02:55 [ERROR] /usr/libexec/mysqld: Incorrect information in file: './rt3_devel/Queues.frm' 070330 23:02:55 [ERROR] /usr/libexec/mysqld: Incorrect information in file: './rt3_devel/Tickets.frm' Jon Daley wrote: > Is the date format correct in $startDate, ie. does $startDate equal > '2007-03-23' exactly? That's the only possible difference, right? > If you turn on full SQL logs, what query do you see being run? > > > On Fri, 30 Mar 2007, Mathew Snyder wrote: >> This is what's in Query Builder: >> >> Queue = 'CustomerCare' AND ( LastUpdated > '2007-03-23' OR Resolved > >> '2007-03-23' ) >> >> It returns 168 tickets. >> >> This is what I have in the script: >> "Queue = 'CustomerCare' AND (LastUpdated > '" . $startDate . "' OR >> Resolved > '" >> . $startDate . "')" >> >> It returns 0 tickets. >> >> >> Mathew Snyder wrote: >>> My query: >>> >>> 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate > >>> $startDate) OR >>> (Status = "resolved" AND Resolved > $startDate))' >>> >>> This, unfortunately, returns all resolved tickets (I'm not sure what >>> it returns >>> for open tickets). How can I modify this to only return tickets that >>> are open >>> and updated according to the date held in $startDate and/or are >>> resolved and >>> have been resolved according to the date held in $startDate? >>> >>> For the record, the date is one week prior to the day the script is run. >>> >>> Mathew >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Sat Mar 31 02:17:38 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 31 Mar 2007 02:17:38 -0400 Subject: [rt-users] Problems with script Message-ID: <460DFD02.7000103@yahoo.com> I'm getting all kinds of errors: DBD::mysql::st execute failed: Incorrect information in file: './rt3_devel/Users.frm' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. RT::Handle=HASH(0x99e5a80) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x99e5a80)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1208 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x99be9ec)', 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1127 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x99be9ec)', 'Name', 'RT_System') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record/Cachable.pm line 119 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x99be9ec)', 'Name', 'RT_System') called at /usr/local/rt-3.6.3/lib/RT/Record.pm line 395 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x99be9ec)', 'Name', 'RT_System') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1072 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x99be9ec)', 'Name', 'RT_System') called at /usr/local/rt-3.6.3/lib/RT/CurrentUser.pm line 253 RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x99be9ec)', 'RT_System') called at /usr/local/rt-3.6.3/lib/RT.pm line 181 RT::Init() called at ./user_timesheet.pl line 13 DBD::mysql::st execute failed: Incorrect information in file: './rt3_devel/Users.frm' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. RT::Handle=HASH(0x99e5a80) couldn't execute the query 'SELECT * FROM Users WHERE Name = ?' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x99e5a80)', 'SELECT * FROM Users WHERE Name = ?', 'Nobody') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1208 DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x99ecf20)', 'SELECT * FROM Users WHERE Name = ?', 'Nobody') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1127 DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x99ecf20)', 'Name', 'Nobody') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record/Cachable.pm line 119 DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x99ecf20)', 'Name', 'Nobody') called at /usr/local/rt-3.6.3/lib/RT/Record.pm line 395 RT::Record::LoadByCols('RT::CurrentUser=HASH(0x99ecf20)', 'Name', 'Nobody') called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1072 DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x99ecf20)', 'Name', 'Nobody') called at /usr/local/rt-3.6.3/lib/RT/CurrentUser.pm line 253 RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x99ecf20)', 'Nobody') called at /usr/local/rt-3.6.3/lib/RT.pm line 185 RT::Init() called at ./user_timesheet.pl line 13 What might the problem be? Script: #!/usr/bin/perl use warnings; use strict; use lib '/usr/local/rt-3.6.3/lib'; use lib '/usr/local/rt-3.6.3/local/lib'; use RT; use RT::Tickets; use RT::Users; use MIME::Lite; RT::LoadConfig(); RT::Init(); # Declare our global variables my (@days, @months, @years, @date); my $time = time(); my %environment; my %timeworked; for (1 .. 7) { $time -= 24*60*60; @date = (localtime($time))[3 .. 5]; push @days, (sprintf '%02d', $date[0]); push @months,(sprintf '%02d',$date[1] + 1); push @years, $date[2] + 1900; } my $startDate = join "-", $months[$#months], $days[$#days], $years[$#years]; my $endDate = join "-", $months[0], $days[0], $years[0]; my $searchStart = join "-", $years[$#years], $months[$#months], $days[$#days]; my $searchEnd = join "-", $years[0], $months[0], $days[0]; print "Search Start -> $searchStart\n"; print "Search End -> $searchEnd\n"; my $emailTo = "msnyder\@servervault.com"; #"rbates\@servervault.com, jcurran\@servervault.com"; my $emailFrom = "root"; #my $emailBcc = "msnyder\@servervault.com"; my $emailSubj = "RT User Timesheet for The Week Ending $endDate"; my $emailMsg = "Attached is a file containing billable time committed by each user for the week ending $endDate. You'll find it to be a bit rudimentary but it contains the data I've been asked to extract. There are two problems left to solve at this point. One is to convert each user's ID number to his or her name. The other is to get the query to work with any date and cover anything that is open and has been worked on in the last week as well as anything resoved in the last week. I have a help request in for both of these."; my $tix = new RT::Tickets(RT::SystemUser); $tix->FromSQL('Queue = "CustomerCare" AND (LastUpdated > "' . $searchStart . '" AND LastUpdated < "' . $searchEnd . '")'); while (my $ticket = $tix->Next) { my $env = $ticket->FirstCustomFieldValue('Environment'); unless ($env) { warn "warning " . $ticket->id. " has no environment"; next } my $transactions = $ticket->Transactions; while (my $transaction = $transactions->Next) { my $creator = $transactions->CreatorObj; next unless ($transaction->TimeTaken); next unless $creator->Privileged; $timeworked{$creator->Name} += $transaction->TimeWorked; } foreach my $user (keys %timeworked) { my @endTime; my $temp = $timeworked{$user} / 60; my @temp = split /\./, $temp; $endTime[0] = $temp[0]; $endTime[1] = $timeworked{$user} % 60; my $wholeTime = sprintf '%d:%02d', @endTime[0,1]; $environment{$env}{$user} = $wholeTime; } } # The nitty gritty of the script open TIMESHEET, ">/work_reports/weekly/timesheet_weekof_$endDate.txt"; print TIMESHEET "Timesheet for $startDate to $endDate\n\n\n"; #printf TIMESHEET "\nUser Timesheet for $startDate to $endDate\n"; foreach my $env (sort keys %environment) { #Print the header for our data print TIMESHEET "$env", "\n"; printf TIMESHEET "%10s%8s\n", "User", "hh:mm"; print TIMESHEET ("-" x 30); print TIMESHEET "\n"; foreach my $name (sort keys %{ $environment{$env} }) { printf TIMESHEET "%10s%8s\n", "$name", "$environment{$env}{$name}"; } print TIMESHEET "\n"; } close TIMESHEET; # Prepare and send the email which with the report to all necessary parties. my $fullEmail = new MIME::Lite(From => $emailFrom, To => $emailTo, # Bcc => $emailBcc, Subject => $emailSubj, Type => "multipart/mixed"); $fullEmail->attach(Type => "TEXT", Data => $emailMsg); $fullEmail->attach(Type => "text/plain", Path => "/work_reports/weekly/timesheet_weekof_$endDate.txt", Disposition => "attachment"); $fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); exit; Mathew -- If we don't protect the freedom of speech, how will we know who the assholes are? http://theillien.blogspot.com From theillien at yahoo.com Sat Mar 31 05:48:33 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 31 Mar 2007 05:48:33 -0400 Subject: [rt-users] Problems with script In-Reply-To: <460DFD02.7000103@yahoo.com> References: <460DFD02.7000103@yahoo.com> Message-ID: <460E2E71.8020903@yahoo.com> Disregard this. It ended up being a corrupted database. Reinstating it from our production server fixed the problem. Mathew Mathew Snyder wrote: > I'm getting all kinds of errors: > > DBD::mysql::st execute failed: Incorrect information in file: > './rt3_devel/Users.frm' at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > RT::Handle=HASH(0x99e5a80) couldn't execute the query 'SELECT * FROM Users > WHERE Name = ?' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm > line 518 > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x99e5a80)', > 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1208 > > DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x99be9ec)', > 'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1127 > > DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x99be9ec)', > 'Name', 'RT_System') called at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record/Cachable.pm line 119 > > DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x99be9ec)', > 'Name', 'RT_System') called at /usr/local/rt-3.6.3/lib/RT/Record.pm line 395 > RT::Record::LoadByCols('RT::CurrentUser=HASH(0x99be9ec)', 'Name', > 'RT_System') called at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1072 > > DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x99be9ec)', > 'Name', 'RT_System') called at /usr/local/rt-3.6.3/lib/RT/CurrentUser.pm line 253 > RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x99be9ec)', > 'RT_System') called at /usr/local/rt-3.6.3/lib/RT.pm line 181 > RT::Init() called at ./user_timesheet.pl line 13 > DBD::mysql::st execute failed: Incorrect information in file: > './rt3_devel/Users.frm' at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505. > RT::Handle=HASH(0x99e5a80) couldn't execute the query 'SELECT * FROM Users > WHERE Name = ?' at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm > line 518 > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x99e5a80)', > 'SELECT * FROM Users WHERE Name = ?', 'Nobody') called at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1208 > > DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x99ecf20)', > 'SELECT * FROM Users WHERE Name = ?', 'Nobody') called at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1127 > > DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x99ecf20)', > 'Name', 'Nobody') called at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record/Cachable.pm line 119 > > DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x99ecf20)', > 'Name', 'Nobody') called at /usr/local/rt-3.6.3/lib/RT/Record.pm line 395 > RT::Record::LoadByCols('RT::CurrentUser=HASH(0x99ecf20)', 'Name', > 'Nobody') called at > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line 1072 > > DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x99ecf20)', > 'Name', 'Nobody') called at /usr/local/rt-3.6.3/lib/RT/CurrentUser.pm line 253 > RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x99ecf20)', 'Nobody') > called at /usr/local/rt-3.6.3/lib/RT.pm line 185 > RT::Init() called at ./user_timesheet.pl line 13 > > > What might the problem be? Script: > #!/usr/bin/perl > > use warnings; > use strict; > use lib '/usr/local/rt-3.6.3/lib'; > use lib '/usr/local/rt-3.6.3/local/lib'; > use RT; > use RT::Tickets; > use RT::Users; > use MIME::Lite; > > RT::LoadConfig(); > RT::Init(); > > # Declare our global variables > my (@days, @months, @years, @date); > my $time = time(); > my %environment; > my %timeworked; > > for (1 .. 7) { > $time -= 24*60*60; > @date = (localtime($time))[3 .. 5]; > push @days, (sprintf '%02d', $date[0]); > push @months,(sprintf '%02d',$date[1] + 1); > push @years, $date[2] + 1900; > } > > my $startDate = join "-", $months[$#months], $days[$#days], $years[$#years]; > my $endDate = join "-", $months[0], $days[0], $years[0]; > my $searchStart = join "-", $years[$#years], $months[$#months], $days[$#days]; > my $searchEnd = join "-", $years[0], $months[0], $days[0]; > print "Search Start -> $searchStart\n"; > print "Search End -> $searchEnd\n"; > > my $emailTo = "msnyder\@servervault.com"; #"rbates\@servervault.com, > jcurran\@servervault.com"; > my $emailFrom = "root"; > #my $emailBcc = "msnyder\@servervault.com"; > my $emailSubj = "RT User Timesheet for The Week Ending $endDate"; > my $emailMsg = "Attached is a file containing billable time committed by > each user for the week ending $endDate. You'll find it to be a bit rudimentary > but it contains the data I've been asked to extract. There are two problems > left to solve at this point. One is to convert each user's ID number to his or > her name. The other is to get the query to work with any date and cover > anything that is open and has been worked on in the last week as well as > anything resoved in the last week. I have a help request in for both of these."; > > my $tix = new RT::Tickets(RT::SystemUser); > $tix->FromSQL('Queue = "CustomerCare" AND (LastUpdated > "' . $searchStart . '" > AND LastUpdated < "' . $searchEnd . '")'); > > while (my $ticket = $tix->Next) { > my $env = $ticket->FirstCustomFieldValue('Environment'); > unless ($env) { > warn "warning " . $ticket->id. " has no environment"; > next > } > > my $transactions = $ticket->Transactions; > while (my $transaction = $transactions->Next) { > my $creator = $transactions->CreatorObj; > next unless ($transaction->TimeTaken); > next unless $creator->Privileged; > $timeworked{$creator->Name} += $transaction->TimeWorked; > } > > foreach my $user (keys %timeworked) { > my @endTime; > my $temp = $timeworked{$user} / 60; > my @temp = split /\./, $temp; > $endTime[0] = $temp[0]; > $endTime[1] = $timeworked{$user} % 60; > my $wholeTime = sprintf '%d:%02d', @endTime[0,1]; > $environment{$env}{$user} = $wholeTime; > } > } > > # The nitty gritty of the script > open TIMESHEET, ">/work_reports/weekly/timesheet_weekof_$endDate.txt"; > > print TIMESHEET "Timesheet for $startDate to $endDate\n\n\n"; > #printf TIMESHEET "\nUser Timesheet for $startDate to $endDate\n"; > > foreach my $env (sort keys %environment) { > #Print the header for our data > print TIMESHEET "$env", "\n"; > printf TIMESHEET "%10s%8s\n", "User", "hh:mm"; > print TIMESHEET ("-" x 30); > print TIMESHEET "\n"; > foreach my $name (sort keys %{ $environment{$env} }) { > printf TIMESHEET "%10s%8s\n", "$name", "$environment{$env}{$name}"; > } > print TIMESHEET "\n"; > } > > close TIMESHEET; > > # Prepare and send the email which with the report to all necessary parties. > my $fullEmail = new MIME::Lite(From => $emailFrom, > To => $emailTo, > # Bcc => $emailBcc, > Subject => $emailSubj, > Type => "multipart/mixed"); > > $fullEmail->attach(Type => "TEXT", > Data => $emailMsg); > > $fullEmail->attach(Type => "text/plain", > Path => > "/work_reports/weekly/timesheet_weekof_$endDate.txt", > Disposition => "attachment"); > > $fullEmail->send("sendmail", "/usr/sbin/sendmail -t"); > > exit; > > > Mathew From theillien at yahoo.com Sat Mar 31 07:21:02 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 31 Mar 2007 07:21:02 -0400 Subject: [rt-users] getting username from id In-Reply-To: <589c94400703300958o1219dc97we162fee8e9d0993d@mail.gmail.com> References: <460B789F.2040802@yahoo.com> <589c94400703300809y1cfc11e3y15f701a73950b9d2@mail.gmail.com> <460D3976.2000705@yahoo.com> <589c94400703300958o1219dc97we162fee8e9d0993d@mail.gmail.com> Message-ID: <460E441E.9040408@yahoo.com> Ruslan, I made the changes you suggested and after a bit of tinkering everything works well. However, I'm trying to format the time worked as hh:mm. This is the block of code I'm using: foreach my $enviro (keys %environment) { my $user; my %wholetime; foreach $user (keys %timeworked) { my @endTime; my $temp = $timeworked{$user}; print "Temp -> $temp\n"; my $check = $temp / 60; print $check . "\n"; my @temp = split /\./, $check; $endTime[0] = $temp[0]; $endTime[1] = $timeworked{$user} % 60; $wholetime{$user} = sprintf '%d:%02d', @endTime[0,1]; $environment{$enviro}{$user} = $wholetime{$user}; } } A couple of interesting things is happening. One is that the time is staying in minutes with no formatting. The second and most bizarre is that the two 'print' statements aren't doing anything. $temp is printing in the line that says 'print "Temp -> $temp" . "\n";' but that's it. "Temp -> " isn't printing. And the line that says 'print $check;' doesn't do anything. No output whatsoever. I can't for the life of me figure out why it is behaving the way it is as I've compared it to near identical code in another script and it appears to be as it should. Is there anything you see that seems out of the ordinary? Thanks again, Mathew From theillien at yahoo.com Sat Mar 31 07:26:58 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 31 Mar 2007 07:26:58 -0400 Subject: [rt-users] getting username from id In-Reply-To: <460E441E.9040408@yahoo.com> References: <460B789F.2040802@yahoo.com> <589c94400703300809y1cfc11e3y15f701a73950b9d2@mail.gmail.com> <460D3976.2000705@yahoo.com> <589c94400703300958o1219dc97we162fee8e9d0993d@mail.gmail.com> <460E441E.9040408@yahoo.com> Message-ID: <460E4582.7050907@yahoo.com> Ach!! Disregard my last help request. I figured it out :) Mathew Mathew Snyder wrote: > Ruslan, > > I made the changes you suggested and after a bit of tinkering everything works > well. However, I'm trying to format the time worked as hh:mm. This is the > block of code I'm using: > > foreach my $enviro (keys %environment) { > my $user; > my %wholetime; > foreach $user (keys %timeworked) { > my @endTime; > my $temp = $timeworked{$user}; > print "Temp -> $temp\n"; > my $check = $temp / 60; > print $check . "\n"; > my @temp = split /\./, $check; > $endTime[0] = $temp[0]; > $endTime[1] = $timeworked{$user} % 60; > $wholetime{$user} = sprintf '%d:%02d', @endTime[0,1]; > $environment{$enviro}{$user} = $wholetime{$user}; > } > } > > A couple of interesting things is happening. One is that the time is staying in > minutes with no formatting. The second and most bizarre is that the two 'print' > statements aren't doing anything. $temp is printing in the line that says > 'print "Temp -> $temp" . "\n";' but that's it. "Temp -> " isn't printing. And > the line that says 'print $check;' doesn't do anything. No output whatsoever. > > > I can't for the life of me figure out why it is behaving the way it is as I've > compared it to near identical code in another script and it appears to be as it > should. Is there anything you see that seems out of the ordinary? > > Thanks again, > Mathew > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales at bestpractical.com > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > From theillien at yahoo.com Sat Mar 31 09:53:20 2007 From: theillien at yahoo.com (Mathew) Date: Sat, 31 Mar 2007 09:53:20 -0400 Subject: [rt-users] Query Help Please In-Reply-To: References: <460C6F4A.8030405@yahoo.com> <460CC369.4010703@yahoo.com> Message-ID: <460E67D0.7080001@yahoo.com> I got it all sorted out. Thanks. Jon Daley wrote: > Is the date format correct in $startDate, ie. does $startDate equal > '2007-03-23' exactly? That's the only possible difference, right? > If you turn on full SQL logs, what query do you see being run? > > > On Fri, 30 Mar 2007, Mathew Snyder wrote: >> This is what's in Query Builder: >> >> Queue = 'CustomerCare' AND ( LastUpdated > '2007-03-23' OR Resolved > >> '2007-03-23' ) >> >> It returns 168 tickets. >> >> This is what I have in the script: >> "Queue = 'CustomerCare' AND (LastUpdated > '" . $startDate . "' OR >> Resolved > '" >> . $startDate . "')" >> >> It returns 0 tickets. >> >> >> Mathew Snyder wrote: >>> My query: >>> >>> 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate > >>> $startDate) OR >>> (Status = "resolved" AND Resolved > $startDate))' >>> >>> This, unfortunately, returns all resolved tickets (I'm not sure what >>> it returns >>> for open tickets). How can I modify this to only return tickets that >>> are open >>> and updated according to the date held in $startDate and/or are >>> resolved and >>> have been resolved according to the date held in $startDate? >>> >>> For the record, the date is one week prior to the day the script is run. >>> >>> Mathew >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Community help: http://wiki.bestpractical.com >>> Commercial support: sales at bestpractical.com >>> >>> >>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >>> Buy a copy at http://rtbook.bestpractical.com >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: sales at bestpractical.com >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: sales 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 Sat Mar 31 21:21:23 2007 From: theillien at yahoo.com (Mathew Snyder) Date: Sat, 31 Mar 2007 21:21:23 -0400 Subject: [rt-users] FirstCustomFieldValue Message-ID: <460F0913.2010001@yahoo.com> Is the FirstCustomFieldValue method something which can be applied all objects (users, tickets, transactions, etc)? I would like to build two hashes based on a CF value for each user and just need to know if that method does the same thing as I've already used it for on ticket objects. Mathew