From sashag at austbrokers.com.au  Tue May  1 03:29:25 2007
From: sashag at austbrokers.com.au (Sasha Gerrand)
Date: Tue, 1 May 2007 17:29:25 +1000
Subject: [rt-users] REST/1.0/NoAuth/mail-gateway,
	Could not load a valid user
In-Reply-To: <c405341b0704300522x23b4378ctb754ed047b9fadd4@mail.gmail.com>
References: <c405341b0704260521q1afac8b7p25fd1a3bc33b1ea3@mail.gmail.com><1177591210.46309daa7df52@webmail.usp.br><c405341b0704260835l9552a12o3aa71a6df4d6a0f1@mail.gmail.com>
	<c405341b0704300522x23b4378ctb754ed047b9fadd4@mail.gmail.com>
Message-ID: <11C1048FB499954D9C888EF15148AF0C9F93D0@austbdc.austbrok.local>

Have you checked the various RT related environment settings? I'd say
that they are responsible for the errors you are getting. 

Try the following command: echo -e RT server: $RTSERVER'\n'RT user:
$RTUSER'\n'RT install location: $RTHOME; 

If you get output, the error will be related to some inconsistency in
the environment settings. (It sounds like the public HTTP location of RT
is getting redirected.)

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:  0448 278 500 
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
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-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nadeem
Shahbaz
Sent: Monday, 30 April 2007 10:22 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] REST/1.0/NoAuth/mail-gateway,Could not load a
valid user

On 4/26/07, Nadeem Shahbaz <thrall.mail.list at gmail.com> wrote:
> On 4/26/07, Fernando Fugita <fugita at usp.br> wrote:
> >
> > You followed this procedures, find in wiki?
> >
> > http://wiki.bestpractical.com/index.cgi?ItsFinallyInstalledNowWhat
>
> Actually I updated RT 3.4.5 to RT 3.6.3. In old RT, everyone didnt 
> have right to create ticket and it was working fine. After updating, 
> its broken. Also I tried to use rt command line tool to cover up our 
> broken application integrated with RT to create ticket. But when I 
> invoke a command like ./rt create -t ticket set subject='test'
>
> it is asking for a password. I tried with giving root password but it 
> is giving error
> rt: Server error: Found (302). But at old RT, 3.4.5, same command is 
> working fine with no problem.
>

I really need the solution of this problem. I really appreciate any help
in this regard

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

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


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


From thrall.mail.list at gmail.com  Tue May  1 07:30:38 2007
From: thrall.mail.list at gmail.com (Nadeem Shahbaz)
Date: Tue, 1 May 2007 16:30:38 +0500
Subject: [rt-users] REST/1.0/NoAuth/mail-gateway,
	Could not load a valid user
In-Reply-To: <11C1048FB499954D9C888EF15148AF0C9F93D0@austbdc.austbrok.local>
References: <c405341b0704260521q1afac8b7p25fd1a3bc33b1ea3@mail.gmail.com>
	<1177591210.46309daa7df52@webmail.usp.br>
	<c405341b0704260835l9552a12o3aa71a6df4d6a0f1@mail.gmail.com>
	<c405341b0704300522x23b4378ctb754ed047b9fadd4@mail.gmail.com>
	<11C1048FB499954D9C888EF15148AF0C9F93D0@austbdc.austbrok.local>
Message-ID: <c405341b0705010430uf2818der3fc6997273dac9d7@mail.gmail.com>

On 5/1/07, Sasha Gerrand <sashag at austbrokers.com.au> wrote:
> Have you checked the various RT related environment settings? I'd say
> that they are responsible for the errors you are getting.
>
> Try the following command: echo -e RT server: $RTSERVER'\n'RT user:
> $RTUSER'\n'RT install location: $RTHOME;
>
> If you get output, the error will be related to some inconsistency in
> the environment settings. (It sounds like the public HTTP location of RT
> is getting redirected.)
>

Awww ... I am understanding the problem now. Thanks for the hint
Sasha. I have found http://wiki.bestpractical.com/index.cgi?UseRtTool
using your RT variable hint. I will try above wiki stuff. btw I
executed yr suggested command and these variables holding no value at
both machines; RT 3.4.5 and 3.6.3. But I am wondering that why rt cli
is working for 3.4.5 and not for 3.6.3 ? :-S


From Justin.Hayes at orbisuk.com  Tue May  1 09:35:13 2007
From: Justin.Hayes at orbisuk.com (Justin Hayes)
Date: Tue, 1 May 2007 14:35:13 +0100
Subject: [rt-users] TicketSQL search for requested tickets of current user?
Message-ID: <C1EBA6DE-3ADE-4445-B597-DAE27AF6C7D0@orbisuk.com>

Hi,

The customers I support (the Requestors) will be using the At A  
Glance screen rather than SelfService. I would like to create a saved  
search that will display tickets requested by the currently logged in  
user.

I know you can do Owner = '__CurrentUser__' in a search, but is there  
an equivalent for Requestor?

I've tried Requestor = '__CurrentUser__', Requestor.id,  
Requestor.Name, Requestor.RealName etc etc but none seem to work.  
Can't see anything about this on the Wiki so thought I'd ask here.

Thanks in advance for any help!

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



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From gleduc at mail.sdsu.edu  Tue May  1 11:35:57 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 01 May 2007 08:35:57 -0700
Subject: [rt-users] TicketSQL search for requested tickets of current user?
In-Reply-To: <C1EBA6DE-3ADE-4445-B597-DAE27AF6C7D0@orbisuk.com>
References: <C1EBA6DE-3ADE-4445-B597-DAE27AF6C7D0@orbisuk.com>
Message-ID: <6.2.1.2.2.20070501083306.02ce85f8@mail.sdsu.edu>

Hi Justin,

I'm pretty sure that Requestor is a group rather than an individual (a 
ticket can have multiple requestors, but only a single owner).  You might 
see if there are any functions that check for group membership in TicketSQL.

Gene

At 06:35 AM 5/1/2007, Justin Hayes wrote:
>Hi,
>
>The customers I support (the Requestors) will be using the At A Glance 
>screen rather than SelfService. I would like to create a saved search that 
>will display tickets requested by the currently logged in user.
>
>I know you can do Owner = '__CurrentUser__' in a search, but is there an 
>equivalent for Requestor?
>
>I've tried Requestor = '__CurrentUser__', Requestor.id, Requestor.Name, 
>Requestor.RealName etc etc but none seem to work. Can't see anything about 
>this on the Wiki so thought I'd ask here.
>
>Thanks in advance for any help!
>
>------------------------------------------------------
>Justin Hayes
>Support Manager
><mailto:justin.hayes at orbisuk.com>justin.hayes at orbisuk.com
>
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From jesse at bestpractical.com  Tue May  1 13:05:54 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 1 May 2007 13:05:54 -0400
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: <DE8A8F0B5BA92440A31FDA68@[192.168.1.7]>
References: <DE8A8F0B5BA92440A31FDA68@[192.168.1.7]>
Message-ID: <C04202D9-2AC1-45B9-B5EA-2F59A691EA87@bestpractical.com>

Hm. Having just tested, this patch breaks

sh-2.05b# export PERL5LIB=/opt/rt3/lib
sh-2.05b# prove -lv t/ArticleCollection_Overlay.pm.t

for me.



On Apr 28, 2007, at 2:48 AM, Dirk Pape wrote:

> http://page.mi.fu-berlin.de/~pape/rt3/patches/rtfm/2.2.0RC5/ 
> artice_cf_search.patch

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From joe.casadonte at oracle.com  Tue May  1 13:15:36 2007
From: joe.casadonte at oracle.com (Joe Casadonte)
Date: Tue, 01 May 2007 13:15:36 -0400
Subject: [rt-users] ticket reopen
In-Reply-To: <6792fb9a0704301333t6e31945cq3e55e5236bed8507@mail.gmail.com>
References: <6792fb9a0704271401r718fff55pa6cf58a26a82519d@mail.gmail.com>	
	<6.2.3.4.2.20070430092342.03db8000@po14.mit.edu>
	<6792fb9a0704301333t6e31945cq3e55e5236bed8507@mail.gmail.com>
Message-ID: <463775B8.7050405@oracle.com>

On 4/30/2007 4:33 PM, Mustafa Badawi wrote:

> Joe, what code do you want me to post? I have traced all the logs but no 
> specific error is there (\var\log\messages). is there and way to see 
> more detailed debugging messages?

I sent you some code to look at, you said it didn't work.  I assumed you 
made the changed I recommended?  Original message:

===========

I guess that what you are seeing is default behavior, though I thought I 
had changed it to do what you see.....

Anyway, you probably want to look here:

    $RT/share/html/Ticket/Update.html

<tr><td align="right"><&|/l&>Status</&>:</td>
<td>
<& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] 
(Unchanged)", loc($TicketObj->Status)), Default => $ARGS{'Status'} || 
($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus)&>

Change the DefaultLabel parameter if your current status is Resolved.


-- 
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 May  1 13:54:43 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 1 May 2007 13:54:43 -0400
Subject: [rt-users] RT 4
Message-ID: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>

If, for the sake of argument, Best Practical were to rewrite RT, what  
would you want to see in the new product?

Think big.

Jesse
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From mike at bseder.org  Tue May  1 13:59:36 2007
From: mike at bseder.org (mike)
Date: Tue, 1 May 2007 10:59:36 -0700
Subject: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?
In-Reply-To: <19afd35b0705011058q2cd61f4fjb0e27bf40a2f47d8@mail.gmail.com>
References: <19afd35b0704300940r450236c4kdeaca938a9bbc68c@mail.gmail.com>
	<19afd35b0705011058q2cd61f4fjb0e27bf40a2f47d8@mail.gmail.com>
Message-ID: <19afd35b0705011059k1cc02539m658a71d0303b7045@mail.gmail.com>

 I hate to reply to my own question, but does anyone else see this issue
with new tickets being generated with IDs of n+10 rather than n+1?  It has
to be something simple/stupid that I'm missing, but I've been looking at it
for days and am clearly overlooking something at this point...I offer a 6
pack of your choice of beers in exchange for a quick fix :)

cheers,
mike



>  On 4/30/07, mike <mike at bseder.org> wrote:
> >
> > Hello,
> >
> > Since upgrading to RT 3.6.3, I've noticed that all of our tickets are
> > incrementing their ticket numbers/IDs by n+10 -
> >
> > From show table status:
> >
> > | Tickets  | InnoDB |10 | Compact  |  14823 | 248 | 3686400 |   0 |
> > 1146880 | 0 | 24632 | 2007-04-30 09:35:08 | NULL | NULL | latin1_swedish_ci
> > | NULL |
> >
> >
> > And the table itself (sorry for the mangling....):
> >
> > mysql> describe Tickets;
> >
> > +-----------------+--------------+------+-----+--------------+----------------+
> > | Field           | Type         | Null | Key | Default      |
> > Extra          |
> > +-----------------+--------------+------+-----+--------------+----------------+
> >
> > | id              | int(11)      | NO   | PRI | NULL         |
> > auto_increment |
> > | EffectiveId     | int(11)      | NO   | MUL | 0
> > |                |
> > | Queue           | int(11)      | NO   | MUL | 0
> > |                |
> > | Type            | varchar(16)  | YES  |     | NULL
> > |                |
> > | IssueStatement  | int(11)      | NO   |     | 0
> > |                |
> > | Resolution      | int(11)      | NO   |     | 0
> > |                |
> > | Owner           | int(11)      | NO   | MUL | 0
> > |                |
> > | Subject         | varchar(200) | YES  |     | [no subject]
> > |                |
> > | InitialPriority | int(11)      | NO   |     | 0
> > |                |
> > | FinalPriority   | int(11)      | NO   |     | 0
> > |                |
> > | Priority        | int(11)      | NO   |     | 0
> > |                |
> > | TimeEstimated   | int(11)      | NO   |     | 0
> > |                |
> > | TimeWorked      | int(11)      | NO   |     | 0
> > |                |
> > | Status          | varchar(10)  | YES  |     | NULL
> > |                |
> > | TimeLeft        | int(11)      | NO   |     | 0
> > |                |
> > | Told            | datetime     | YES  |     | NULL
> > |                |
> > | Starts          | datetime     | YES  |     | NULL
> > |                |
> > | Started         | datetime     | YES  |     | NULL
> > |                |
> > | Due             | datetime     | YES  |     | NULL
> > |                |
> > | Resolved        | datetime     | YES  |     | NULL
> > |                |
> > | LastUpdatedBy   | int(11)      | NO   |     | 0
> > |                |
> > | LastUpdated     | datetime     | YES  |     | NULL
> > |                |
> > | Creator         | int(11)      | NO   |     | 0
> > |                |
> > | Created         | datetime     | YES  |     | NULL
> > |                |
> > | Disabled        | smallint(6)  | NO   |     | 0
> > |                |
> >
> > +-----------------+--------------+------+-----+--------------+----------------+
> >
> > Have I missed something simple?  The version of RT I upgraded from also
> > used InnoDB tables, so it doesn't seem to me to be an issue with
> > auto_increment strangeness with InnoDB tables (which I've read a little
> > about).  Any clues?
> >
> > Thanks!
> > Mike
> >
> >
> > --
> > One way or another, everyone stops bleeding.
> >
>
>
>
> --
> --
> One way or another, everyone stops bleeding.
>



-- 
--
One way or another, everyone stops bleeding.
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From tomw at bnl.gov  Tue May  1 14:05:32 2007
From: tomw at bnl.gov (Tomasz Wlodek)
Date: Tue, 1 May 2007 14:05:32 -0400 (EDT)
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <Pine.LNX.4.64.0705011402430.16449@rcf2.rhic.bnl.gov>

On Tue, 1 May 2007, Jesse Vincent wrote:

> If, for the sake of argument, Best Practical were to rewrite RT, what would 
> you want to see in the new product?
>

Include AT or write your own asset tracking module which does the same 
thing as AT does.

include network interface so that RT/AT databases can be inquired from 
external machines.

Tom


From garyo at genarts.com  Tue May  1 14:09:19 2007
From: garyo at genarts.com (Gary Oberbrunner)
Date: Tue, 01 May 2007 14:09:19 -0400
Subject: [rt-users] Email recipients confusing!
Message-ID: <4637824F.20306@genarts.com>

Hi; I'm trying to set up RT at my company, for handling incoming support
requests from outside via email.  I'm using latest 3.6.3 on Linux.

I want to make sure that RT only sends the emails I want, to the people I
want.  I'm looking at the scrips, and I have some questions, probably simple.
First, I'm not sure how each group is defined:

 Requestors: the original sender of the email (from the From: header?)
   or the web creator of the ticket; anyone else?
 Owner: I understand this one :-)
 CCs: how do you get on/off this list?
 AdminCCs: how do you get on/off this list?
 Other Recipients: what is this?

Does commenting on a ticket or corresponding on it make you a Cc, perhaps?

Do CCs of the original mail get on the CC list automatically?

In the scrip Actions, what does "Notify ... as Comment" mean?

Are the built-in Scrips (Conditions and Actions) documented anywhere?

Is there any way to disable a Scrip without deleting it?  I like to see what
options I have, and what I've customized.

I'm pretty sure that the only emails I want RT to send to the requestor are
ones that someone (owner normally) entered into RT; i.e. no autoreply on
create, nor on resolve.  I want it to seem like they emailed us, and someone
replied to them -- not like it's an automated system.
That is this script, I think:
  On Correspond Notify Requestors and Ccs with template Correspondence
as long as the Ccs are normally unset.

And I want the new owner to get an email if a ticket gets assigned to them:
  On Owner Change Notify Owner with template Transaction

... and lastly, if someone here comments on a ticket, the other people here
watching that ticket should get an email:
  On Comment Notify ????? as Comment with template Comment

-- 
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunner                garyo at genarts.com
GenArts, Inc.                   Tel: 617-492-2888
955 Mass. Ave                   Fax: 617-492-2852
Cambridge, MA 02139 USA         www.genarts.com


From justin at cityfone.net  Tue May  1 14:10:19 2007
From: justin at cityfone.net (Justin Zygmont)
Date: Tue, 01 May 2007 11:10:19 -0700
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <4637828B.3010509@cityfone.net>

Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what 
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com

One idea I have would be to maintain a focus on simplicity.


-- 
Justin Zygmont
System and Network Administrator
Cityfone Telecommunications Inc

604.629.8841
justin at cityfone dot net


From sgolby at freshdirect.com  Tue May  1 14:49:19 2007
From: sgolby at freshdirect.com (Scott Golby)
Date: Tue, 1 May 2007 14:49:19 -0400
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <2D3D2157189440469065F42BBF3F9B3B01809CDE@NYC1MS01.lic.corp.freshdirect.com>


> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?


- Multiple Ticket Owners.

- Sub-selections in Custom Field input.  Eg) Choose a Department, you
can
  then only select certain other fields based on that choice.

- Mandatory fields.  Custom fields are weak on this currently, I can set
  something to mandatory but RT ignores it.   
  Time Worked not being filled in on ticket resolve is an issue we are
  having here.  A tick box per queue making it mandatory would be nice.

- Resolved Tickets not springing open when someone replies saying
"thanks".

- HTML in Templates so we can highlight parts of a reply better.

- Reminder system that sends out Emails to remind owners and provides
  a summary to managers showing what tickets are over due.

- LDAP/ActiveDirectory native support, particularly Groups.

- Import of Custom Fields from text file list. (cut and pasting from
  excel is soo much fun)

- A way copy a Queues setup from one system to another eg) our Dev 
  system to our Production System.

- Backup, Restore, Clustering - Enterprise level stuff built in would
  help 'sell' RT to larger organizations of the size that will pay
  for support.

Thanks,
Scott




From gdunn01 at harris.com  Tue May  1 14:57:43 2007
From: gdunn01 at harris.com (Graham Dunn)
Date: Tue, 01 May 2007 14:57:43 -0400
Subject: [rt-users] Re: RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <f182jl$6qh$1@sea.gmane.org>

Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.

The ability to set the complexity of the interface, based on the group
of the logged-in user. Think Google's default interface (for front-line
tech support) vs their "advanced query page" (for 2nd/3rd tier support).

We tried to get another group using RT but were rebuffed with "that's
too complex for our CSRs."

Graham



From gleduc at mail.sdsu.edu  Tue May  1 15:01:31 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 01 May 2007 12:01:31 -0700
Subject: [rt-users] Can unprivileged users modify CF?
Message-ID: <6.2.1.2.2.20070501100114.02ce32e8@mail.sdsu.edu>

Hi All,

I have a question about group rights that someone can probably answer.

Our Story So Far: I have a form on a web page that users fill out to 
request DNS entries.  The form sends a formatted e-mail to RT and a ticket 
is created that has several custom fields.  The custom fields (like 
MachineName, IP, etc) are filled in by a scrip when the ticket is 
created.  Then a message is sent to the unprivileged user with a link so 
that he can see the ticket in RT.  If the user didn't have an account 
previously, we give him a random password so he can login.  By following 
the link in the e-mail, the user is dropped into Self-Service mode and can 
see, but not change, the ticket.

We've discovered that our users sometimes make mistakes (like duplicate 
host names, wrong IP, etc), so I'd like the user to be able to modify 
certain (but not all) of the custom fields - like MachineName, IP, OS, 
Comments.  I've assigned as many rights as I can think of, but the user 
still sees a ticket that has no modifiable fields.  I've also restarted the 
web server several times in case something's being cached.  The rights that 
I've assigned so far are:
Global
   System
     Unprivileged: ModifyCustomField
   Roles
     Requestor: ModifyCustomField, ModifyTicket, SeeCustomField, SeeQueue, 
ShowTicket
Specific Queue
   System
     Everyone: CreateTicket, SeeQueue
     Unprivileged: ModifyTicket
   Roles
     Requestor: ModifyTicket, ReplyToTicket, SeeQueue, ShowTicket
Specific Custom Field
   System
     Everyone: SeeCustomField
     Unprivileged: ModifyCustomField

Does Self Service even have a provision for modifying tickets?  If so, what 
needs to be enabled in order to allow unprivileged users to modify custom 
fields?  I'm considering doing it via e-mail, but I'm getting tired of 
debugging scrips, and using the web would be much easier (if it's possible).

Thanks,
Gene




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



From JoopvandeWege at mococo.nl  Tue May  1 15:08:22 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Tue, 01 May 2007 21:08:22 +0200
Subject: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?
In-Reply-To: <19afd35b0705011059k1cc02539m658a71d0303b7045@mail.gmail.com>
References: <19afd35b0704300940r450236c4kdeaca938a9bbc68c@mail.gmail.com>	<19afd35b0705011058q2cd61f4fjb0e27bf40a2f47d8@mail.gmail.com>
	<19afd35b0705011059k1cc02539m658a71d0303b7045@mail.gmail.com>
Message-ID: <46379026.3080207@mococo.nl>

mike wrote:
> I hate to reply to my own question, but does anyone else see this issue 
> with new tickets being generated with IDs of n+10 rather than n+1?  It 
> has to be something simple/stupid that I'm missing, but I've been 
> looking at it for days and am clearly overlooking something at this 
> point...I offer a 6 pack of your choice of beers in exchange for a quick 
> fix :)
Don't know if the folling qualifies but I have had the same issue but 
then I'm using Oracle. With Oracle it is simple to remedy, namelijk 
adjust the caching of the sequence numbers from 20, in my case and the 
default of Oracle sequences, to nocache. This has a performance impact 
but not noticeable in our environment.
May this can also be set for MySQL on table level or server level.

Joop


From jbrodley at sumtotalsystems.com  Tue May  1 15:18:21 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 1 May 2007 12:18:21 -0700
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03C1DA3A@blv-exch1.sumtotalsystems.com>

I'd like to see the following:

1. Better Documentation and resources for the product (current methods
are cumbersome and slow ie. List Archives or the Wiki)
2. Ruby on rails would be great... but as your PERL guys I assume
unrealistic.  Really a complete SOA architecture would be fantastic
3. More complexity around Custom Fields, current model is very
cumbersome  
4. Have every function and feature exported into a fully functional API
layer  
5. Ability for RT to natively sync data between multiple RT instances
(Enterprise feature set)
6. A robust change management interface that follows ITIL standards
7. Way to track SLA's based on Response and remedy commitments
8. Ability to do more site maintenance tasks in the GUI, DB backups, RTx
Extensions, Simple Branding, etc. 
9. Reporting layer utilizing the Jasper Framework 


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse
Vincent
Sent: Tuesday, May 01, 2007 10:55 AM
To: RT Users
Subject: [rt-users] RT 4

If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?

Think big.

Jesse


From garyo at genarts.com  Tue May  1 15:30:49 2007
From: garyo at genarts.com (Gary Oberbrunner)
Date: Tue, 01 May 2007 15:30:49 -0400
Subject: [rt-users] Re: Email recipients confusing!
Message-ID: <46379569.4010900@genarts.com>

One more thing to add to my questions...  hope you folks don't mind.

I'd like my people here to be able to reply to a ticket from their own email
instead of the web interface sometimes, and cc RT so it goes into the record
of the ticket.  If they do that, should they just cc support-rt-comment
instead of support-rt, to prevent RT from forwarding that email to the
requestor and others?  Or is there a Condition I can use (or write) to tell
whether a certain transaction originated via email or web?

thanks;

-- 
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunner                garyo at genarts.com
GenArts, Inc.                   Tel: 617-492-2888
955 Mass. Ave                   Fax: 617-492-2852
Cambridge, MA 02139 USA         www.genarts.com


From james.p.white at jpmchase.com  Tue May  1 15:07:04 2007
From: james.p.white at jpmchase.com (james.p.white at jpmchase.com)
Date: Tue, 1 May 2007 15:07:04 -0400
Subject: [rt-users] RT 3.6.3 Missing date fields in spreadsheet export
In-Reply-To: <C04202D9-2AC1-45B9-B5EA-2F59A691EA87@bestpractical.com>
Message-ID: <OF8C8D778B.F76E1585-ON852572CE.00619383-852572CE.0068FD5B@jpmchase.com>

I am running RT v3.6.3 under Redhat Enterprise 4. After a clean install I 
entered new tickets and built a search query to test some things out. I 
noticed that when you export your query results to a spreadsheet you end 
up missing a few date columns from the tickets table (Starts & Started). 
Was this on purpose? An oversight? Does it export these fields in 3.7? How 
can I add them back? Any help would be great. Thanks


---------------------------------------------
James P. White III
Enterprise Site Engineering / CDC1
Phone:   302.669.4473
james.p.white at jpmchase.com
CDC1 On-Call Pager: 877-467-8552
Peregrine Queue: X1DCOUSBEAR




-----------------------------------------
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warranted as to completeness or accuracy and are subject to change
without notice. Any comments or statements made herein do not
necessarily reflect those of JPMorgan Chase & Co., its subsidiaries
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From sbuttgereit at partyamerica.com  Tue May  1 15:18:05 2007
From: sbuttgereit at partyamerica.com (Steven C. Buttgereit)
Date: Tue, 1 May 2007 12:18:05 -0700
Subject: [rt-users] RE: RT-Users Digest, Vol 38, Issue 3
In-Reply-To: <20070501180947.558DC4D820A@diesel.bestpractical.com>
Message-ID: <KFENKOOKENECHIDBNGOJAEHDCGAA.sbuttgereit@partyamerica.com>

"If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?

Think big."


OK...

I think I'd start by not looking at the system as a simple ticketing or help
desk system.  What it really could become (and is close in a lot of ways
already) is a generalized IT Management System (excluding for the moment
financial concerns).  I saw asset-tracking come up: great, but also project
management elements, and development management efforts would be great to
see too (did I mention multi-company support for my consulting company
friends?)... if not all in RT 4, at least in a roadmap and strategic
direction.  I believe RT is really strong contender for this sort of
management system because it has enough of the core elements that various
functional expansions could take it in a lot of interesting ways.

At our company (a retail company) we use it for our help desk, but also to
track our development activities (though they are minor) using the
Subversion integration, custom fields and some 'duct tape' code to automate
some processes.  We have tried to use it to schedule tasks for more
complicated projects and we've come close, but not quite made it work.  We
also run into some issues when our development work gets more
sophisticated... which makes sense we're turning what is now a help desk
system (basically) into this more generalized sort of thing.

The reason I believe RT has the potential I think it does is 1) IT tends to
be task/request driven.  Requests come in and they may be for a new piece of
hardware or reporting a bug with an application... both start with
'requests' typically, though their life cycles are quite a bit different.
The other possibility is projects; but those, too, tend to get devolved into
specific tasks, assigned to specific people, which look a lot like ad hoc
user requests with status reporting, time tracking, etc.  RT has a good
existing 'responsibilities' management process in its queuing support and
also has good communication capabilities due to its email and 'people'
association capabilities.  So I already have division of labor and some
efficiencies in communication at the core.  If you start to extend this so
that requests have 'natures' (understanding that one can turn into another)
that can guide lifecycle (or should I say workflow) rules you start to
provide a tool that can more deeply manage IT activities.  A request nature
might be support that later becomes development such that I can assign
development attributes and processes to them... or spawn other 'requests'
more readily to facilitate that part of my IT organization.  Maybe it
becomes a request for a WAN project that has hardware orders, IP address
allocations, etc. and the associated requests become such that appropriate
attributes and workflows get assigned to those.  The custom field system
gets you close to a lot of these, but a more 'out-of-box' way assigning
functional value and data validation is needed.

I know a lot of what I'm talking about is vague, pie in the sky kind of
stuff, but once you premise yourself towards thinking in this way: not how
to manage a specific IT function but how to manage an IT organization, I
think you start laying the groundwork for making RT something it very likely
can become: a full fledged IT management application.  You also set the
stage for those new ideas to come forward.

Thanks,
Steven C. Buttgereit
Director of IT, Enterprise Applications Group
Party America

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of
rt-users-request at lists.bestpractical.com
Sent: Tuesday, May 01, 2007 11:10 AM
To: rt-users at lists.bestpractical.com
Subject: RT-Users Digest, Vol 38, Issue 3
Message: 3
Date: Tue, 1 May 2007 13:54:43 -0400
From: Jesse Vincent <jesse at bestpractical.com>
Subject: [rt-users] RT 4
To: RT Users <rt-users at lists.bestpractical.com>
Message-ID: <81C1DD83-001B-4570-820D-C5109B6123CC at bestpractical.com>
Content-Type: text/plain; charset="us-ascii"

If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?

Think big.

Jesse
-




From gleduc at mail.sdsu.edu  Tue May  1 15:48:02 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 01 May 2007 12:48:02 -0700
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <6.2.1.2.2.20070501120758.02d9b3f8@mail.sdsu.edu>

1.  Rights
1a.  Display Rights that are inherited with grayed-out boxes.  For 
instance, if Global Everyone has SeeQueue, then have SeeQueue show with a 
grayed-out box already present in Queue Everyone.  This will make it easy 
to see effective rights and explicit rights at all levels.
1b.  Have negative Rights (Denies?).  For instance, it would be nice to 
enable ModifyTicket for Global Requestors, but take it away for Requestors 
in a specific queue.

2.  Templates
2a.  Within a template, have pulldown menus for selecting the To, Cc, and 
Bcc recipients.  For instance, in my template I can choose to send to 
requestors and user-defined, and cc admincc and user-defined.  User-defined 
could be implemented similar to "my @ToAddresses = @{$self->ToAddresses}" 
and "$self->ToAddresses->Add('me at myaddress.com')".

3.  Queues
3a.  Let me define queue-wide variables that I can access in any template 
or scrip.  For instance, if my "UhOhBigProblems" address is 
"bigprobs at mycompany.com" I'd like to be able to set it once in the Queue 
and then access it as something like $self->Queue->QV{"UhOhBigProblems"} in 
any of my scrips or templates.  Changing the address would then be as easy 
as making a single change at the queue level rather than a bunch of changes 
at the scrip and template level.  This would be a wonderful thing to have 
when developing new systems (while testing, the ITSO address is my address, 
for production I change it to a group address).

4.  Custom Fields
4a.  Allow me to have custom fields that are hidden in the ticket.  I would 
use these for process flow-control or just to store info that no one really 
needs to see displayed in a ticket.  Basically a way to implement a 
ticket-specific queue-wide global variable (different for each ticket, but 
accessible by all scrips and templates in this queue)..
4b.  Allow for custom fields to be defined at the queue level instead of 
having to choose global custom fields to use in the queue.

5.  Scrip execution
5a.  Make it easy (or easier) to determine the order in which scrips are 
executed, transactions are generated, templates are run.  For instance, I 
have a scrip that does a $self->TicketObj->SetOwner and 
$self->TicketObj->SetPriority.  I would like to know that the resulting 
transactions will not be triggered until everything associated with this 
scrip is complete.

Thanks for asking!

At 10:54 AM 5/1/2007, Jesse Vincent wrote:
>If, for the sake of argument, Best Practical were to rewrite RT, what
>would you want to see in the new product?
>
>Think big.
>
>Jesse
>
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


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



From raju at linux-delhi.org  Tue May  1 15:47:24 2007
From: raju at linux-delhi.org (Raj Mathur)
Date: Wed, 2 May 2007 01:17:24 +0530
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <200705020117.24962.raju@linux-delhi.org>

On Tuesday 01 May 2007 23:24, Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?

First thing that comes to mind:

Remove embedded code in HTML and use a templating system or equivalent 
to make an MVC-compliant app.

Regards,

-- Raju
-- 
Raj Mathur ? ? ? ? ? ?raju at kandalaya.org ? http://kandalaya.org/
? ? ? ?GPG: 78D4 FC67 367F 40E2 0DD5 ?0FEF C968 D0EF CC68 D17F
? ? ? ? ? ? ? ? ? ? ? It is the mind that moves


From nicolas.chuche at barna.be  Tue May  1 15:56:34 2007
From: nicolas.chuche at barna.be (Nicolas Chuche)
Date: Tue, 1 May 2007 21:56:34 +0200
Subject: [rt-users] RT 4
In-Reply-To: <6.2.1.2.2.20070501120758.02d9b3f8@mail.sdsu.edu>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<6.2.1.2.2.20070501120758.02d9b3f8@mail.sdsu.edu>
Message-ID: <742e684f0705011256m6f3e0c33r5fbaa3f6a56ee24a@mail.gmail.com>

> 3.  Queues
> 3a.  Let me define queue-wide variables that I can access in any template
> or scrip.  For instance, if my "UhOhBigProblems" address is
[...]
> 4.  Custom Fields
> 4a.  Allow me to have custom fields that are hidden in the ticket.  I would
> use these for process flow-control or just to store info that no one really

If I understand your needs, for those 2 you can perhaps use RT::Attribute.


From bobg at uic.edu  Tue May  1 15:58:19 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Tue, 01 May 2007 14:58:19 -0500
Subject: [rt-users] RT 4 
In-Reply-To: Your message of "Tue, 01 May 2007 13:54:43 EDT."
	<81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com> 
Message-ID: <200705011958.l41JwJ7Z002949@remora.cc.uic.edu>

>
>If, for the sake of argument, Best Practical were to rewrite RT, what  
>would you want to see in the new product?
>

1. Full functional API, both local and network accessible.
   I have in mind integrating RT with other apps, possibly
   point-to-point, or with some SOA/message bus.  This could
   mean RT-to-RT sync, account provisioning-to-RT, RT-to-other helpdesk,
   extra funtionalities like AT, and so on.  

   Do I remember correctly that some RT-ness (like checks for privilege)
   take place in the mason components?  If so, that should be moved
   to the perl modules, so that the API would contain all this goodness.
   In particular, it should be possible to write an entirely new
   UI, at whatever complexity the author wishes, and have it safely
   interoperate with the official RT UI on the same RT instance.

2. Better development docs.  Maybe I just want the API above to be
   well documented, I'm not sure.  But I want to understand the code
   architecture and data model at something higher than the subroutine
   or file level, and lower than the UI.

3. Other features could be built on top, by you or others.  Ad hoc reports,
   adjustment of cron jobs from the UI (e.g. send mail to ticket owners
   if the consultant hasn't responded in 2 days, ...), project tracking
   (maybe integrate RT into Trac), more formal change management,
   calendar integration (an RT ticket might be linked to, or create,
   a meeting on a calendar, or sync RT todo list with a calendar/pda).

    bobg


From gdunn01 at harris.com  Tue May  1 15:59:53 2007
From: gdunn01 at harris.com (Graham Dunn)
Date: Tue, 01 May 2007 15:59:53 -0400
Subject: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?
In-Reply-To: <19afd35b0704300940r450236c4kdeaca938a9bbc68c@mail.gmail.com>
References: <19afd35b0704300940r450236c4kdeaca938a9bbc68c@mail.gmail.com>
Message-ID: <f18686$rrk$1@sea.gmane.org>

mike wrote:
> Hello,
>  
> Since upgrading to RT 3.6.3, I've noticed that all of our tickets are
> incrementing their ticket numbers/IDs by n+10 -
>  
Are you using multiple-master replication?

http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.html



From sf at stevefink.net  Tue May  1 16:06:34 2007
From: sf at stevefink.net (Steve Finkelstein)
Date: Tue, 01 May 2007 16:06:34 -0400
Subject: [rt-users] All comments/replies to e-mail
Message-ID: <46379DCA.9010906@stevefink.net>

Hi all,

I set this up myself with a prior employer, but can't for the life of me
recall how I went about it. I used to have RT send ALL comments/replies
to my INBOX. This includes my own comments/replies. I do this because
it's easier for me to search through e-mail for resolved tickets than
through the query builder.

I thought it was default behavior with a particular script, but I
suppose not. I'm using RT 3.6.1.

Thanks!

- sf


From mfuller at bandtel.com  Tue May  1 16:12:44 2007
From: mfuller at bandtel.com (mfuller)
Date: Tue, 1 May 2007 16:12:44 -0400
Subject: [rt-users] RT 4 
In-Reply-To: <200705011958.l41JwJ7Z002949@remora.cc.uic.edu>
Message-ID: <00d201c78c2d$14e2e6e0$caa8a8c0@bandtel.local>

1) Better docs
2) Better API (we want to integrate with our Vtiger system)
3) Better security
4) Expanded external authentication

We use multiple systems and use a single SQL database for authentication of
usernames and passwords


Mark Fuller

BandTel Engineering








From Jacob at buschs.com  Tue May  1 16:14:01 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Tue, 1 May 2007 16:14:01 -0400
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <B2E89743C79B364482E6AE35414E516201EABE33@mail.buschs.net>

Even though it's not necessarily things that should be added into RT
itself, these are things that we've wanted to see in regards to RT.

A way to keep track of daily/weekly recurring tasks integrated into RT
would be nice.  Assign task X to group Y.  Anyone in group Y can
update/complete the task.  Every $recurrence days
(Daily/Weekly/Mon,Wed,Fri/etc) a new instance of the task shows up,
automatically.  Basically part of Hiveminder within RT.  So far, this is
the only thing preventing us from completely getting rid of our old help
desk application, since we haven't really been able to find a
replacement that just "feels right".

The ability to send out "random" (for definable values of "random")
feedback surveys that include ticket history/number, and definable
questions for the requestors of a ticket to fill out.  Having the filled
out surveys linked directly within the ticket details, and from
searches, but only to "managers", and other key people.  Stats about
number of surveys sent out vs number completed, and time to completion
Would Be Nice(TM).  We have started working on this using custom fields,
custom field permissions, and external an CGI/database, but having it
more tightly integrated into RT would be nice.

Integrating some of the excellent add-ons that others have created would
be another nice thing.  RTx-Calendar, RTx-EmailCompletion, and
jscalendar for example.

The only other things that we really wanted to see added, we've been
able to add on our own, so far: Soft closing tickets (ticket actually
closes after X days in "pending" status), tracking items sent out in
regards to tickets, weekly reports of items sent out.

-- 
Jacob Helwig
PC Technician
Busch's Help Desk
Desk: x35221
Direct: 734-214-8221

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse
Vincent
Sent: Tuesday, May 01, 2007 1:55 PM
To: RT Users
Subject: [rt-users] RT 4

If, for the sake of argument, Best Practical were to rewrite RT, what  
would you want to see in the new product?

Think big.

Jesse


From jesse at bestpractical.com  Tue May  1 16:16:04 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 1 May 2007 16:16:04 -0400
Subject: [rt-users] RT 4 
In-Reply-To: <200705011958.l41JwJ7Z002949@remora.cc.uic.edu>
References: <200705011958.l41JwJ7Z002949@remora.cc.uic.edu>
Message-ID: <6E021395-2D9C-4CDA-AA54-8D7A58DEF3E5@bestpractical.com>

[ I'm not generally going to be trying to address folks' suggestions,  
but wanted to set one fact straight here]

On May 1, 2007, at 3:58 PM, Bob Goldstein wrote:

>> If, for the sake of argument, Best Practical were to rewrite RT, what
>> would you want to see in the new product?
>>
>

>    Do I remember correctly that some RT-ness (like checks for  
> privilege)
>    take place in the mason components?

No, that is not the case. Any access control checks done in the UI  
layer are done so as to not present people with UI for things they  
can't do.




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From frota at cecom.ufmg.br  Tue May  1 16:15:53 2007
From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais)
Date: Tue, 1 May 2007 17:15:53 -0300
Subject: [rt-users] RT 4
In-Reply-To: <Pine.LNX.4.64.0705011402430.16449@rcf2.rhic.bnl.gov>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<Pine.LNX.4.64.0705011402430.16449@rcf2.rhic.bnl.gov>
Message-ID: <200705011715.53547.frota@cecom.ufmg.br>

Em Ter?a 01 Maio 2007 15:05, Tomasz Wlodek escreveu:

- A "duplicate" option, usefull when people complains/ask for lots of things 
in a single ticket)

- A tool to "undo" merge

- the abilities of RTIR to emphasize IPs and domains, or embedded RTIR without 
default queues and scripts





-- 
     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 jimmy at nccom.com  Tue May  1 16:17:44 2007
From: jimmy at nccom.com (Jim Gottlieb)
Date: Tue, 1 May 2007 13:17:44 -0700
Subject: [rt-users] some web paths wrong (where are these set?)
Message-ID: <20070501201744.GA3295@nccom.com>

I'm installing RT (3.6.3) for the first time and it basically seems to
be working, but some images are missing and the Javascript goodies
don't appear and in my Apache log I see lines like:

[error] [Mason] File does not exist: /usr/share/rt3/html/User/rt3/NoAuth/js/titlebox-state.js
[error] [Mason] File does not exist: /usr/share/rt3/html/User/rt3/NoAuth/images/bplogo.gif
[error] [Mason] File does not exist: /usr/share/rt3/html/rt3/User/rt3/User/Prefs.html
[error] [Mason] File does not exist: /usr/share/rt3/html/rt3/User/rt3/NoAuth/images/favicon.png

I can't figure out where it's getting those long pathnames.

% locate titlebox-state.js
/usr/share/rt3/html/NoAuth/js/titlebox-state.js

I have RT set up in the root of a virtual domain name:

Set( $WebBaseURL , "http://rt.nccom.com");
Set( $WebPath , "/");

And my Apache config is:

<VirtualHost rt.nccom.com>
ServerAdmin blah at blah.com
DocumentRoot /usr/share/rt3/html
Servername rt.nccom.com
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /usr/sbin/webmux.pl
ErrorLog logs/rt-error_log
CustomLog logs/rt-access_log combined
  <Directory "/usr/share/rt3/html">
    AllowOverride All
    Options ExecCGI FollowSymLinks
    RewriteEngine On
    RedirectMatch permanent (.*)/$ $1/index.html
    AddDefaultCharset UTF-8
    SetHandler perl-script
    PerlHandler RT::Mason
  </Directory>
  <Location />
    SetHandler perl-script
    PerlHandler RT::Mason
  </Location>
</VirtualHost>


Any hints would be appreciated.  I am using Fedora Core 6 if that
matters.  Thanks...


From ivetter at math.purdue.edu  Tue May  1 16:19:06 2007
From: ivetter at math.purdue.edu (Isaac Vetter)
Date: Tue, 01 May 2007 16:19:06 -0400
Subject: [rt-users] All comments/replies to e-mail
In-Reply-To: <46379DCA.9010906@stevefink.net>
References: <46379DCA.9010906@stevefink.net>
Message-ID: <4637A0BA.6060709@math.purdue.edu>

Steve Finkelstein wrote:
> 
> Hi all,
> 
> I set this up myself with a prior employer, but can't for the life of me
> recall how I went about it. I used to have RT send ALL comments/replies
> to my INBOX. This includes my own comments/replies. I do this because
> it's easier for me to search through e-mail for resolved tickets than
> through the query builder.
> 
Set($NotifyActor, 1);

in etc/RT_SiteConfig.pm


Isaac Vetter
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From shildret at scotth.emsphone.com  Tue May  1 16:10:27 2007
From: shildret at scotth.emsphone.com (Scott T. Hildreth)
Date: Tue, 01 May 2007 15:10:27 -0500
Subject: [rt-users] RT 4
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03C1DA3A@blv-exch1.sumtotalsystems.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03C1DA3A@blv-exch1.sumtotalsystems.com>
Message-ID: <1178050227.17422.776.camel@scotth.emsphone.com>

On Tue, 2007-05-01 at 12:18 -0700, Justin Brodley wrote:
> I'd like to see the following:
> 
> 1. Better Documentation and resources for the product (current methods
> are cumbersome and slow ie. List Archives or the Wiki)
> 2. Ruby on rails would be great... 

     Just curious, why ror.  I would be that RT4 would be written 
     using Jifty.

> but as your PERL guys I assume
> unrealistic.  Really a complete SOA architecture would be fantastic
> 3. More complexity around Custom Fields, current model is very
> cumbersome  
> 4. Have every function and feature exported into a fully functional API
> layer  
> 5. Ability for RT to natively sync data between multiple RT instances
> (Enterprise feature set)
> 6. A robust change management interface that follows ITIL standards
> 7. Way to track SLA's based on Response and remedy commitments
> 8. Ability to do more site maintenance tasks in the GUI, DB backups, RTx
> Extensions, Simple Branding, etc. 
> 9. Reporting layer utilizing the Jasper Framework 
> 
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse
> Vincent
> Sent: Tuesday, May 01, 2007 10:55 AM
> To: RT Users
> Subject: [rt-users] RT 4
> 
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
-- 
Scott T. Hildreth <shildret at scotth.emsphone.com>


From javoskam at uwaterloo.ca  Tue May  1 16:22:31 2007
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Tue, 01 May 2007 16:22:31 -0400
Subject: [rt-users] RT 4
Message-ID: <4637A187.5000508@uwaterloo.ca>

 >If, for the sake of argument, Best Practical were to rewrite RT, what
 >would you want to see in the new product?

Since time is money it would be nice if the Time(Estimated,Left,Worked) 
functionality could be factored out so the
equivalent money items could be tracked.

Jeff Voskamp


From james.p.white at jpmchase.com  Tue May  1 15:41:32 2007
From: james.p.white at jpmchase.com (james.p.white at jpmchase.com)
Date: Tue, 1 May 2007 15:41:32 -0400
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <OFA9009931.2CB4D52C-ON852572CE.006BE98C-852572CE.006C2549@jpmchase.com>

I would like to see fully customizable ajax validation for both custom 
fields and all other fields. See link Below for example.

http://tetlaw.id.au/upload/dev/validation/


---------------------------------------------
James P. White III
Enterprise Site Engineering / CDC1
Phone:   302.669.4473
james.p.white at jpmchase.com
CDC1 On-Call Pager: 877-467-8552
Peregrine Queue: X1DCOUSBEAR



rt-users-bounces at lists.bestpractical.com wrote on 05/01/2007 01:54:43 PM:

> If, for the sake of argument, Best Practical were to rewrite RT, what 
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
> [attachment "PGP.sig" deleted by James P White/DE/ONE] 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


-----------------------------------------
This communication is for informational purposes only. It is not
intended as an offer or solicitation for the purchase or sale of
any financial instrument or as an official confirmation of any
transaction. All market prices, data and other information are not
warranted as to completeness or accuracy and are subject to change
without notice. Any comments or statements made herein do not
necessarily reflect those of JPMorgan Chase & Co., its subsidiaries
and affiliates.

This transmission may contain information that is privileged,
confidential, legally privileged, and/or exempt from disclosure
under applicable law. If you are not the intended recipient, you
are hereby notified that any disclosure, copying, distribution, or
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From gleduc at mail.sdsu.edu  Tue May  1 16:25:41 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 01 May 2007 13:25:41 -0700
Subject: [rt-users] RT 4
In-Reply-To: <742e684f0705011256m6f3e0c33r5fbaa3f6a56ee24a@mail.gmail.co
 m>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<6.2.1.2.2.20070501120758.02d9b3f8@mail.sdsu.edu>
	<742e684f0705011256m6f3e0c33r5fbaa3f6a56ee24a@mail.gmail.com>
Message-ID: <6.2.1.2.2.20070501132411.02e10a10@mail.sdsu.edu>

Thanks, Nicolas.  I'll see what I can find in RT::Attributes.

At 12:56 PM 5/1/2007, Nicolas Chuche wrote:
>>3.  Queues
>>3a.  Let me define queue-wide variables that I can access in any template
>>or scrip.  For instance, if my "UhOhBigProblems" address is
>[...]
>>4.  Custom Fields
>>4a.  Allow me to have custom fields that are hidden in the ticket.  I would
>>use these for process flow-control or just to store info that no one really
>
>If I understand your needs, for those 2 you can perhaps use RT::Attribute.


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



From theillien at yahoo.com  Tue May  1 16:28:38 2007
From: theillien at yahoo.com (Mathew)
Date: Tue, 01 May 2007 16:28:38 -0400
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <4637A2F6.8070407@yahoo.com>

A dynamic interface which didn't require a page refresh for every click.
 Something along the lines of AJAX.

Mathew

Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From mike at bseder.org  Tue May  1 17:26:07 2007
From: mike at bseder.org (mike)
Date: Tue, 1 May 2007 14:26:07 -0700
Subject: Fwd: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?
In-Reply-To: <19afd35b0705011424i2454fad4o6885f6743027505c@mail.gmail.com>
References: <19afd35b0704300940r450236c4kdeaca938a9bbc68c@mail.gmail.com>
	<f18686$rrk$1@sea.gmane.org>
	<19afd35b0705011424i2454fad4o6885f6743027505c@mail.gmail.com>
Message-ID: <19afd35b0705011426m7e6089c1ocacab3c68e2ac056@mail.gmail.com>

 yes indeed - the master is now set to

mysql> SHOW VARIABLES LIKE 'auto_inc%';
+--------------------------+-------+
| Variable_name            | Value |
+--------------------------+-------+
| auto_increment_increment | 1  |
| auto_increment_offset    | 1     |
+--------------------------+-------+

and the slave is

mysql> SHOW VARIABLES LIKE 'auto_inc%';
+--------------------------+-------+
| Variable_name            | Value |
+--------------------------+-------+
| auto_increment_increment | 1     |
| auto_increment_offset    | 2     |
+--------------------------+-------+
2 rows in set (0.00 sec)

prior to making the change suggested, the master was configured as:


Current database: rt3

+--------------------------+-------+
| Variable_name            | Value |
+--------------------------+-------+
| auto_increment_increment | 10    |
| auto_increment_offset    | 1     |
+--------------------------+-------+
2 rows in set (0.00 sec)

do I need to reload mysql, or is this a hot-fix?  needless to say, i am not
a DBA, let alone terribly cluey with MySQL (but learning more every day) ;).

Thank you very much for the assistance, it's very much appreciated and I owe
Mark Roedel a six-pack for the initial assist :)



On 5/1/07, Graham Dunn <gdunn01 at harris.com> wrote:
>
> mike wrote:
> > Hello,
> >
> > Since upgrading to RT 3.6.3, I've noticed that all of our tickets are
> > incrementing their ticket numbers/IDs by n+10 -
> >
> Are you using multiple-master replication?
>
> http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.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
>



-- 
--
One way or another, everyone stops bleeding.


-- 
--
One way or another, everyone stops bleeding.
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From mike at bseder.org  Tue May  1 18:02:06 2007
From: mike at bseder.org (mike)
Date: Tue, 1 May 2007 15:02:06 -0700
Subject: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?
In-Reply-To: <19afd35b0705011426m7e6089c1ocacab3c68e2ac056@mail.gmail.com>
References: <19afd35b0704300940r450236c4kdeaca938a9bbc68c@mail.gmail.com>
	<f18686$rrk$1@sea.gmane.org>
	<19afd35b0705011424i2454fad4o6885f6743027505c@mail.gmail.com>
	<19afd35b0705011426m7e6089c1ocacab3c68e2ac056@mail.gmail.com>
Message-ID: <19afd35b0705011502u26046cf0s62d8a98c9d535456@mail.gmail.com>

hmm....does this require a restart of mysql?  It now *looks* correct, but is
still incrementing n+10?

mysql> SHOW VARIABLES LIKE 'auto_inc%';
+--------------------------+-------+
| Variable_name            | Value |
+--------------------------+-------+
| auto_increment_increment | 1     |
| auto_increment_offset    | 1     |
+--------------------------+-------+

I made this change as as the root/dba account, so I'm confused...



On 5/1/07, mike <mike at bseder.org> wrote:
>
>   yes indeed - the master is now set to
>
> mysql> SHOW VARIABLES LIKE 'auto_inc%';
> +--------------------------+-------+
> | Variable_name            | Value |
> +--------------------------+-------+
> | auto_increment_increment | 1  |
> | auto_increment_offset    | 1     |
> +--------------------------+-------+
>
> and the slave is
>
> mysql> SHOW VARIABLES LIKE 'auto_inc%';
> +--------------------------+-------+
> | Variable_name            | Value |
> +--------------------------+-------+
> | auto_increment_increment | 1     |
> | auto_increment_offset    | 2     |
> +--------------------------+-------+
> 2 rows in set (0.00 sec)
>
> prior to making the change suggested, the master was configured as:
>
>
> Current database: rt3
>
> +--------------------------+-------+
> | Variable_name            | Value |
> +--------------------------+-------+
> | auto_increment_increment | 10    |
> | auto_increment_offset    | 1     |
> +--------------------------+-------+
> 2 rows in set (0.00 sec)
>
> do I need to reload mysql, or is this a hot-fix?  needless to say, i am
> not a DBA, let alone terribly cluey with MySQL (but learning more every
> day) ;).
>
> Thank you very much for the assistance, it's very much appreciated and I
> owe Mark Roedel a six-pack for the initial assist :)
>
>
>
> On 5/1/07, Graham Dunn <gdunn01 at harris.com> wrote:
> >
> > mike wrote:
> > > Hello,
> > >
> > > Since upgrading to RT 3.6.3, I've noticed that all of our tickets are
> > > incrementing their ticket numbers/IDs by n+10 -
> > >
> > Are you using multiple-master replication?
> >
> > http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.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
> >
>
>
>
> --
> --
> One way or another, everyone stops bleeding.
>
>
> --
> --
> One way or another, everyone stops bleeding.
>



-- 
--
One way or another, everyone stops bleeding.
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From ben.robson at classicblue.com.au  Tue May  1 18:03:28 2007
From: ben.robson at classicblue.com.au (Benjamin Robson)
Date: Wed, 2 May 2007 08:03:28 +1000
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <OF6025412D.7EDD4746-ONCA2572CE.0078A753-CA2572CE.0079156D@au1.ibm.com>

Thanks for asking Jesse,

My number 1 desire would be: Ability to group Unprivileged Users.

That is, allow Unpriv users to be grouped per Company or even a sub-set 
Company-Department, such that all correspondence on tickets can be viewed 
by members of the same Company or Company-Department.  When RT is 
currently used to service external customers, it requires a bodge to 
insert other unpriv users of the same company as a Cc.  RT needs a way to 
group Unpriv users to form Company or Company-Department sets and that 
users can then opt-in or opt-out of receiving all tickets associated with 
their company or company-department.

Hope that makes sense.

BenR

-- 









Jesse Vincent <jesse at bestpractical.com> 
Sent by: rt-users-bounces at lists.bestpractical.com
02/05/2007 03:54 AM

To
RT Users <rt-users at lists.bestpractical.com>
cc

Subject
[rt-users] RT 4






If, for the sake of argument, Best Practical were to rewrite RT, what 
would you want to see in the new product?

Think big.

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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From jimmy at nccom.com  Tue May  1 18:08:40 2007
From: jimmy at nccom.com (Jim Gottlieb)
Date: Tue, 1 May 2007 15:08:40 -0700
Subject: [rt-users] some web paths wrong (where are these set?)
In-Reply-To: <20070501201744.GA3295@nccom.com>
References: <20070501201744.GA3295@nccom.com>
Message-ID: <20070501220840.GF3158@nccom.com>

On 2007-05-01 at 13:17, Jim Gottlieb (that's me) wrote:

> [error] [Mason] File does not exist: /usr/share/rt3/html/User/rt3/NoAuth/js/titlebox-state.js
> 
> I can't figure out where it's getting those long pathnames.

I still don't know where it picked up these paths, but I have fixed
this with the following aliases in my Apache config:

Alias noauth/ /usr/share/rt3/html/NoAuth/
Alias NoAuth/ /usr/share/rt3/html/NoAuth/
Alias User/ /usr/share/rt3/html/User/

I needed both the noauth and NoAuth as it seems to use both in
different places.


From jlforrest at berkeley.edu  Tue May  1 18:58:09 2007
From: jlforrest at berkeley.edu (Jon Forrest)
Date: Tue, 01 May 2007 15:58:09 -0700
Subject: [rt-users] Re: RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <4637C601.8010503@berkeley.edu>

Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what 
> would you want to see in the new product?

A "native mode" ticket deletion function. I know that Ruslan wrote
a ticket remover but my understanding is that RT was designed
assuming that tickets wouldn't be deleted. In these days of
massive spam, I don't think that's a reasonable assumption.

  --
Jon Forrest
Unix Computing Support
College of Chemistry
173 Tan Hall
University of California Berkeley
Berkeley, CA
94720-1460
510-643-1032
jlforrest at berkeley.edu



From jalspach at shastacoe.org  Tue May  1 19:17:57 2007
From: jalspach at shastacoe.org (James Alspach)
Date: Tue, 1 May 2007 16:17:57 -0700
Subject: [rt-users] RT 4
Message-ID: <D87C1436D1DECB4A8FEB646F4FFDCE860519AAED@EXCHANGE08.shastalink.k12.ca.us>


Jesse;

First let me say "Thank you" for soliciting our thoughts.  This is at
the heart of why I prefer to use open source software.  It is not the
money you may save but the proximity to the people whose hands are
actually in the code.

There are a few things we would like to see that have already been
mentioned.  I will still mention them again here just to reinforce. 
Also, I know many of the things we are looking for may be covered using
plug-in or workarounds but, since we are just tossing out ideas, I
included those as well.

1) Asset tracking
	A way to track the lifetime of a piece of equipment along with
any upgrades, problems, etc...

2) Configuration / change management
	It would be nice for our help desk people to be able to look to
see if work had recently been done on a specific server.  If a problem
seems to be related to that work, set the owner of the server ticket as
the owner or a watcher on the new tickets being opened.   Also, the
ability of that tech to see what was done and why so that he can decide
whether or not to roll the changes back.

3) Built in ability to customize screens
	Users in group A see RTFM and a list of their open tickets but
otherwise only see the self service screen.
	Users in group b see RTFM and their tickets and also have the
ability to search.

4) Built in management reports
	Average ticket close time by tech, closed tickets by tech, top
10 requestors, etc...

5) Ability to print a hard copy summary of a ticket.  
	Something that generally fits on one page and gives an overview
of the problem and solution (if there is one).

6) Active Directory interface
	This would allow us to set up users in AD and give them access
to RT right there.

We are not actually using RT (yet?) so these things may be less
important than they seem now and /or we may come up with other things
later, but the above are the things that my managers questioned when we
first started looking into RT.


Thanks again;
James

PS I just read someone suggest an AJAX interface. That would be cool
especially if combined with #3 and #4 above.  A dashboard type interface
that a person could modify (think Google desktop or the like) up to the
limits set by the admins.  Plus the ability to build a 'window' on the
dashboard that is the result of a saved search.  Now that would be nice!


James Alspach
Systems Applications Technician
Shasta County Office of Education


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
> Sent: Tuesday, May 01, 2007 10:55 AM
> To: RT Users
> Subject: [rt-users] RT 4
> 
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse




From rlong at bluegecko.net  Tue May  1 19:56:33 2007
From: rlong at bluegecko.net (Robert Long)
Date: Tue, 01 May 2007 16:56:33 -0700
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <4637D3B1.9040109@bluegecko.net>

Thanks for asking Jesse!

- I'd like to jump on the AJAX bandwagon, I know, I scoff too but it
would be nifty.   More flexibility in the layout.

- Official support for LDAP

- wildcard user names - for example if I didn't want to give everyone
create privs on a queue but did want everyone @companyA, would be nice
to do *@companyA.com ...

- search builder should have an option to sum or count queries - would
be useful for adding up all the hours in a particular queue, how many
tickets requested by users in a particular time, etc

- a way to set the order in which scrips run, doesn't need to be
terribly granular, maybe 3 groups you could put them into, say 1, 2 and
3.  Run all the scrips in the first group, then the second, the the 3rd.

.r'

Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
>
> Think big.
>
> Jesse
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Tue May  1 20:08:12 2007
From: frota at cecom.ufmg.br (Fernando Frota Machado de Morais)
Date: Tue, 1 May 2007 21:08:12 -0300
Subject: [rt-users] RT 4
In-Reply-To: <D87C1436D1DECB4A8FEB646F4FFDCE860519AAED@EXCHANGE08.shastalink.k12.ca.us>
References: <D87C1436D1DECB4A8FEB646F4FFDCE860519AAED@EXCHANGE08.shastalink.k12.ca.us>
Message-ID: <200705012108.12361.frota@cecom.ufmg.br>


A way to extract and print "service orders" to field personnel (field staff?). 
We are in charge a telephone system and we need to print extracts of the 
ticketst to instruct the technicians that will fix the customer problems. 
Something like the "extract articles" option.

>
> 5) Ability to print a hard copy summary of a ticket.
> 	Something that generally fits on one page and gives an overview
> of the problem and solution (if there is one).
>

-- 
     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 pedro.santa at gmail.com  Tue May  1 21:09:41 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Wed, 2 May 2007 02:09:41 +0100
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <566b419c0705011809p625c8ff0n350fc0486eeed79a@mail.gmail.com>

Hi Jesse!

Here it goes then... :)

- Tickets Moderation!!: Even with spamfilters some spam still reaches
RT. So, in order to have a clean RT I would like to have an moderation
interface similar to mailman's approval/moderation interface.
Something like, "Tickets waiting for moderation". This would make the
RT Database lot less spammed. Rejected tickets would inform the
requestor of the rejection.

- RSS feeds: Why not!

- A Global costumizable CSS.

That's all I remember... for now.

The best regards.

Pedro Machado Santa


From theillien at yahoo.com  Tue May  1 21:36:13 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 01 May 2007 21:36:13 -0400
Subject: [rt-users] Re: RT 4
In-Reply-To: <4637C601.8010503@berkeley.edu>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<4637C601.8010503@berkeley.edu>
Message-ID: <4637EB0D.5090501@yahoo.com>

Shredder is actually native in the 3.7 devel release.

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


Jon Forrest wrote:
> Jesse Vincent wrote:
>> If, for the sake of argument, Best Practical were to rewrite RT, what
>> would you want to see in the new product?
> 
> A "native mode" ticket deletion function. I know that Ruslan wrote
> a ticket remover but my understanding is that RT was designed
> assuming that tickets wouldn't be deleted. In these days of
> massive spam, I don't think that's a reasonable assumption.
> 
>  --
> Jon Forrest
> Unix Computing Support
> College of Chemistry
> 173 Tan Hall
> University of California Berkeley
> Berkeley, CA
> 94720-1460
> 510-643-1032
> jlforrest at berkeley.edu
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 


From theillien at yahoo.com  Tue May  1 21:36:13 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 01 May 2007 21:36:13 -0400
Subject: [rt-users] Re: RT 4
In-Reply-To: <4637C601.8010503@berkeley.edu>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<4637C601.8010503@berkeley.edu>
Message-ID: <4637EB0D.5090501@yahoo.com>

Shredder is actually native in the 3.7 devel release.

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


Jon Forrest wrote:
> Jesse Vincent wrote:
>> If, for the sake of argument, Best Practical were to rewrite RT, what
>> would you want to see in the new product?
> 
> A "native mode" ticket deletion function. I know that Ruslan wrote
> a ticket remover but my understanding is that RT was designed
> assuming that tickets wouldn't be deleted. In these days of
> massive spam, I don't think that's a reasonable assumption.
> 
>  --
> Jon Forrest
> Unix Computing Support
> College of Chemistry
> 173 Tan Hall
> University of California Berkeley
> Berkeley, CA
> 94720-1460
> 510-643-1032
> jlforrest at berkeley.edu
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 


From rblayzor at inoc.net  Tue May  1 21:29:04 2007
From: rblayzor at inoc.net (Robert Blayzor)
Date: Tue, 01 May 2007 21:29:04 -0400
Subject: [rt-users] RT 4
In-Reply-To: <566b419c0705011809p625c8ff0n350fc0486eeed79a@mail.gmail.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<566b419c0705011809p625c8ff0n350fc0486eeed79a@mail.gmail.com>
Message-ID: <4637E960.9090101@inoc.net>

Pedro Santa wrote:
> - Tickets Moderation!!: Even with spamfilters some spam still reaches
> RT. So, in order to have a clean RT I would like to have an moderation
> interface similar to mailman's approval/moderation interface.
> Something like, "Tickets waiting for moderation". This would make the
> RT Database lot less spammed. Rejected tickets would inform the
> requestor of the rejection.
> 
> - RSS feeds: Why not!
> 
> - A Global costumizable CSS.


I would have to agree with the three above, all great ideas that
probably be nice additions to the current version or new version if
possible.

Ticket moderation is a good idea; maybe even something as simple as if a
ticket comes in via email a confirmation email and link is provided.  I
know this might not work in all cases... or maybe even have a queue for
approved new tickets, some make it into the appropriate queue, while
others can be discarded.

RSS would be nice...  Many RSS clients would allow a quick view at the
queues.

And yes, global CSS for the look and feel. (ie: skins) would be nice.

-- 
Robert Blayzor, BOFH
INOC, LLC
rblayzor\@(inoc.net|gmail.com)
PGP: 0x66F90BFC @ http://pgp.mit.edu
Key fingerprint = 6296 F715 038B 44C1 2720  292A 8580 500E 66F9 0BFC

Nostalgia:  The good old days multiplied by a bad memory...


From theillien at yahoo.com  Tue May  1 21:51:49 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Tue, 01 May 2007 21:51:49 -0400
Subject: [rt-users] RT 4
In-Reply-To: <566b419c0705011809p625c8ff0n350fc0486eeed79a@mail.gmail.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<566b419c0705011809p625c8ff0n350fc0486eeed79a@mail.gmail.com>
Message-ID: <4637EEB5.3000003@yahoo.com>

RSS already exists in 3.6

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


Pedro Santa wrote:
> Hi Jesse!
> 
> Here it goes then... :)
> 
> - Tickets Moderation!!: Even with spamfilters some spam still reaches
> RT. So, in order to have a clean RT I would like to have an moderation
> interface similar to mailman's approval/moderation interface.
> Something like, "Tickets waiting for moderation". This would make the
> RT Database lot less spammed. Rejected tickets would inform the
> requestor of the rejection.
> 
> - RSS feeds: Why not!
> 
> - A Global costumizable CSS.
> 
> That's all I remember... for now.
> 
> The best regards.
> 
> Pedro Machado Santa
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com
> 


From pedro.santa at gmail.com  Tue May  1 22:27:38 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Wed, 2 May 2007 03:27:38 +0100
Subject: [rt-users] Help on getting RT-Extension-ResetPassword from
	BestPractical SVN
Message-ID: <566b419c0705011927j421f9d45ob5e630cebc2ffc42@mail.gmail.com>

Hi all!

Could someone help me to get/checkout RT-Extension-ResetPassword from
Best Practical SVN, wich is documented here:
http://wiki.bestpractical.com/index.cgi?PasswordReminder

Which is the URl of the repository? It needs a password?

I tried out but always got failed attempts and 405 errors. :S

Thanks in advance.

The best regards.

Pedro Machado Santa


From pkime at Shopzilla.com  Tue May  1 22:32:23 2007
From: pkime at Shopzilla.com (Philip Kime)
Date: Tue, 1 May 2007 19:32:23 -0700
Subject: [rt-users] Re: RT 4
In-Reply-To: <20070501180947.558DC4D820A@diesel.bestpractical.com>
References: <20070501180947.558DC4D820A@diesel.bestpractical.com>
Message-ID: <9C0091F428E697439E7A773FFD083427A92D4D@szexchange.Shopzilla.inc>

One thing I saw mentioned was Mandatory field support - we implemented a
pretty robust Mandatory field system in RT here with a separate checkbox
so that validation and Mandatory are separate. Also pushed all the code
into the core API so it works via REST, email and GUI. This has been
submitted as patches against 3.6.3.

Another thing is the ability to display (and sort by) the RealName of
users everywhere instead of the Name field. This is crucial in (silly)
places where the policy is to have completely numeric usernames (like
AD/LDAP authentication where corporate policy is employee IDs as
usernames ...). RT is really crippled if you can't tell easily by
looking, who did what. I have patches to put in two flags to decide
which to display, against 3.6.3. Jesse mentioned that this might already
be in 3.7 but I installed 3.7.1 and there doesn't seem to be anything in
there like this.


PK


From vadud3 at gmail.com  Tue May  1 22:49:43 2007
From: vadud3 at gmail.com (Asif Iqbal)
Date: Tue, 1 May 2007 22:49:43 -0400
Subject: [rt-users] Re: RT 4
In-Reply-To: <9C0091F428E697439E7A773FFD083427A92D4D@szexchange.Shopzilla.inc>
References: <20070501180947.558DC4D820A@diesel.bestpractical.com>
	<9C0091F428E697439E7A773FFD083427A92D4D@szexchange.Shopzilla.inc>
Message-ID: <a60f25fc0705011949v6d3a00d2wb52154d271bc7194@mail.gmail.com>

Would be nice to have PAM auth builtin or capabilities.

On 5/1/07, Philip Kime <pkime at shopzilla.com> wrote:
>
> One thing I saw mentioned was Mandatory field support - we implemented a
> pretty robust Mandatory field system in RT here with a separate checkbox
> so that validation and Mandatory are separate. Also pushed all the code
> into the core API so it works via REST, email and GUI. This has been
> submitted as patches against 3.6.3.
>
> Another thing is the ability to display (and sort by) the RealName of
> users everywhere instead of the Name field. This is crucial in (silly)
> places where the policy is to have completely numeric usernames (like
> AD/LDAP authentication where corporate policy is employee IDs as
> usernames ...). RT is really crippled if you can't tell easily by
> looking, who did what. I have patches to put in two flags to decide
> which to display, against 3.6.3. Jesse mentioned that this might already
> be in 3.7 but I installed 3.7.1 and there doesn't seem to be anything in
> there like this.
>
>
> PK
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
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From pedro.santa at gmail.com  Tue May  1 23:01:31 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Wed, 2 May 2007 04:01:31 +0100
Subject: [rt-users] Help getting RT-Extension-ResetPassword from
	BestPractical SVN
Message-ID: <566b419c0705012001t5f554fe8o6f484bfa7c5cedf7@mail.gmail.com>

Hi all!

Could someone help me to get/checkout RT-Extension-ResetPassword from
Best Practical SVN, wich is documented here:
http://wiki.bestpractical.com/index.cgi?PasswordReminder

Which is the URL of the repository? It needs a password?

I tried out but always got failed attempts and 405 errors. :S

Thanks in advance.

The best regards.

Pedro Machado Santa


From pedro.santa at gmail.com  Tue May  1 23:15:46 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Wed, 2 May 2007 04:15:46 +0100
Subject: [rt-users] RT-Extension-ResetPassword
Message-ID: <566b419c0705012015m5b45c02cxae822e12149987e0@mail.gmail.com>

Hi all!

Could someone help me to get/checkout RT-Extension-ResetPassword from
Best Practical SVN, wich is documented here:
http://wiki.bestpractical.com/index.cgi?PasswordReminder

Which is the URL of the repository? It needs a password?

I tried out but always got failed attempts and 405 errors. :S

Thanks in advance.

The best regards.

Pedro Machado Santa


From shannon_adams68 at yahoo.com  Tue May  1 23:46:50 2007
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Tue, 1 May 2007 20:46:50 -0700 (PDT)
Subject: [rt-users] Filtering incoming tickets/email
Message-ID: <827385.42524.qm@web52910.mail.re2.yahoo.com>

What I want to do is filter and discard any incoming ticket/email with "auto-replied (zimbra; vacation)" in the message header.  Any tips?

Thanks,
Shannon



__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 


From torsten.brumm at Kuehne-Nagel.com  Wed May  2 00:10:35 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Wed, 2 May 2007 06:10:35 +0200
Subject: AW: [rt-users] Filtering incoming tickets/email
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039431432D@w3hamboex11.ger.win.int.kn>

Depending on your setup procmail should help.

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Wed May 02 05:46:50 2007
Subject: [rt-users] Filtering incoming tickets/email

What I want to do is filter and discard any incoming ticket/email with "auto-replied (zimbra; vacation)" in the message header.  Any tips?

Thanks,
Shannon



__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From mcdent at gmail.com  Wed May  2 03:52:26 2007
From: mcdent at gmail.com (Mike Dent)
Date: Wed, 2 May 2007 08:52:26 +0100
Subject: [rt-users] No text in email body being sent when replying?
Message-ID: <9e769e4e0705020052o63476d6clae5ed772ee559652@mail.gmail.com>

Hi,
this seems to happen when I use the  reply to requester to some users.
They receive the reply but the body of the message is blank/empty.
It seems to affect users of a UK ISP called Tiscali and some BT users.

Not sure why the message body is being removed? Anybody else had users
complain they get messages from you with no text?

Thanks
Mike

p.s. I'm using RT3.4 at present but almost ready to move to 3.6


From sashag at austbrokers.com.au  Wed May  2 04:31:16 2007
From: sashag at austbrokers.com.au (Sasha Gerrand)
Date: Wed, 2 May 2007 18:31:16 +1000
Subject: [rt-users] RT 4
In-Reply-To: <D87C1436D1DECB4A8FEB646F4FFDCE860519AAED@EXCHANGE08.shastalink.k12.ca.us>
References: <D87C1436D1DECB4A8FEB646F4FFDCE860519AAED@EXCHANGE08.shastalink.k12.ca.us>
Message-ID: <11C1048FB499954D9C888EF15148AF0C9F9436@austbdc.austbrok.local>

> 6) Active Directory interface
>	This would allow us to set up users in AD and give them access
to RT right there.

This falls under LDAP, really. If you have native LDAP functionality
(bind, query, filter, etc), you can bind to an AD server. It'd be good
to see this moved into the core functionality.

I'd like to see better documentation, myself. It took me a while to get
to grips with the way some of the functions work.

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:  0448 278 500 
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
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message and attachments. This e-mail and any attachments are
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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 James
Alspach
Sent: Wednesday, 2 May 2007 9:18 AM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] RT 4


Jesse;

First let me say "Thank you" for soliciting our thoughts.  This is at
the heart of why I prefer to use open source software.  It is not the
money you may save but the proximity to the people whose hands are
actually in the code.

There are a few things we would like to see that have already been
mentioned.  I will still mention them again here just to reinforce. 
Also, I know many of the things we are looking for may be covered using
plug-in or workarounds but, since we are just tossing out ideas, I
included those as well.

1) Asset tracking
	A way to track the lifetime of a piece of equipment along with
any upgrades, problems, etc...

2) Configuration / change management
	It would be nice for our help desk people to be able to look to
see if work had recently been done on a specific server.  If a problem
seems to be related to that work, set the owner of the server ticket as
the owner or a watcher on the new tickets being opened.   Also, the
ability of that tech to see what was done and why so that he can decide
whether or not to roll the changes back.

3) Built in ability to customize screens
	Users in group A see RTFM and a list of their open tickets but
otherwise only see the self service screen.
	Users in group b see RTFM and their tickets and also have the
ability to search.

4) Built in management reports
	Average ticket close time by tech, closed tickets by tech, top
10 requestors, etc...

5) Ability to print a hard copy summary of a ticket.  
	Something that generally fits on one page and gives an overview
of the problem and solution (if there is one).

6) Active Directory interface
	This would allow us to set up users in AD and give them access
to RT right there.

We are not actually using RT (yet?) so these things may be less
important than they seem now and /or we may come up with other things
later, but the above are the things that my managers questioned when we
first started looking into RT.


Thanks again;
James

PS I just read someone suggest an AJAX interface. That would be cool
especially if combined with #3 and #4 above.  A dashboard type interface
that a person could modify (think Google desktop or the like) up to the
limits set by the admins.  Plus the ability to build a 'window' on the
dashboard that is the result of a saved search.  Now that would be nice!


James Alspach
Systems Applications Technician
Shasta County Office of Education


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- 
> bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent
> Sent: Tuesday, May 01, 2007 10:55 AM
> To: RT Users
> Subject: [rt-users] RT 4
> 
> If, for the sake of argument, Best Practical were to rewrite RT, what 
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse


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

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


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


From jan.grant at bristol.ac.uk  Wed May  2 04:40:12 2007
From: jan.grant at bristol.ac.uk (Jan Grant)
Date: Wed, 2 May 2007 09:40:12 +0100 (BST)
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <20070502092407.N1402@tribble.ilrt.bris.ac.uk>

On Tue, 1 May 2007, Jesse Vincent wrote:

> If, for the sake of argument, Best Practical were to rewrite RT, what would
> you want to see in the new product?

Keep the decent layered architecture.


(Obviously) a _complete_ REST or other remote api. (I like the 
simplicity of the REST model.)


Extend externally pluggable authnz: in two minds about that. I'd like to 
get closer integration of the group management in particular with our 
LDAP service here (which is built around the OID provisioning tools). 
However, there'd be nothing to stop me from integrating closely already 
using the existing capabilities of OID's provisioning tools, IF group 
membership were manageable via a remote API. The external authn is 
already good.


Query model: it'd be nice to get full text search out of the box. The 
stock query builder is the thing we get most complaints about from our 
users, and is the thing that'd benefit most from closer web-client 
integration.


Tidy up some of the loose ends: better integration of custom fields with 
the mailgate, for instance.


Namespace management: eg, being able to configure per-queue custom 
fields in a per-queue namespace.

Perhaps "queue groups" for the above.


Some finer-grained SeeQueue/QueryQueue rights. We typically turn off 
"SeeQueue" for our users in order to manage the front-page clutter (a 
hundred queues is a lot) - but we'd really like them to be able to raise 
tickets and query across all queues. So, some approach to this - possibly 
using UI-specific rights on queues to manage the default home-page 
widgets; possibly just having some better parameterisable UI widgets. 
"Queue groups" might help here.


> Think big.

When and only when the above are addressed :-) the "think big": we're 
using RT in anger here - the application of technology to solve people 
problems :-) - to stop requests between teams from dropping on the 
floor; looking at it to manage requests for access to e-science grid 
systems; and a whole bunch of other kinds of things. Lots of folks want 
RT set up in different ways - eg, a "closed shop" where users are all 
preregistered or a more traditional outward-facing setup.

That typically means multiple RT instances. However, by having lots of 
RT instances, you lose a lot of the benefit of having all your queues 
under one system. I don't have a design for this, or even more than a 
vague "it'd be nice" feeling, but it'd be nice to have some kind of 
inter-RT-instance capability: even if that just means divorcing the UI 
from the instance and having one UI capable of fronting several RT 
instances together.

Cheers,
jan

-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
There's no convincing English-language argument that this sentence is true.


From luca.villani at staff.dada.net  Wed May  2 04:50:09 2007
From: luca.villani at staff.dada.net (Luca Villani)
Date: Wed, 2 May 2007 10:50:09 +0200
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <200705021050.10384.luca.villani@staff.dada.net>

Alle 19:54, marted? 1 maggio 2007, Jesse Vincent ha scritto:


> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?

- native and official LDAP/AD support;
- mysql replication cluster support.



-- 
Luca Villani            Mobile Team, Dada S.p.A.
                        Tel: +39 055 2267220    Mob: +39 335 8753086
                        ICQ: 76272621           Skype: luca.villani
GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719  8761 1B79 82CC F0B5 B7CF


From diablo at roedu.net  Wed May  2 05:20:13 2007
From: diablo at roedu.net (Subredu Manuel)
Date: Wed, 02 May 2007 12:20:13 +0300
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <463857CD.2000104@roedu.net>

Hi,

thanks for asking. All my wishes have been said. All but 2.
I would really like a better organized web interface from a web
designers point of view. This will open the way for the second wish.
Support for themes per user and per group.

Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From johnp at fmgsupport.com  Wed May  2 05:19:48 2007
From: johnp at fmgsupport.com (John Parker)
Date: Wed, 2 May 2007 10:19:48 +0100
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <9F5C85218E0B6341ABA8C63A9E142B80038D8843@RALPH.fmggroup.com>

As a code-blind admin I would love to see a slicker front end out of the
box: I know lots of people will have applied their web design skills to
build on RT but I for one can't. 

I would also love to see a RTFM grow to be a knowledge base module with
an inline editor like kupu or FCK so that we can create content rich
articles.

Echoing other comments an asset tracking module / change management
functionality would be good.


Regards

John Parker


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From bestpractical at jon.limedaley.com  Wed May  2 07:12:10 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Wed, 2 May 2007 07:12:10 -0400 (EDT)
Subject: [rt-users] Filtering incoming tickets/email
In-Reply-To: <827385.42524.qm@web52910.mail.re2.yahoo.com>
References: <827385.42524.qm@web52910.mail.re2.yahoo.com>
Message-ID: <Pine.LNX.4.64.0705020710370.328@orange.limedaley.com>

On Tue, 1 May 2007, Shannon Adams wrote:
> What I want to do is filter and discard any incoming ticket/email with 
> "auto-replied (zimbra; vacation)" in the message header.  Any tips?

I use this in the procmailrc, where rt@ goes to me, rather than into an RT 
queue, though I have been thinking of simply deleting them instead.

:0
* ^Subject: Out of Office
! rt at xxxx.limedaley.com


From Justin.Hayes at orbisuk.com  Wed May  2 08:40:59 2007
From: Justin.Hayes at orbisuk.com (Justin Hayes)
Date: Wed, 2 May 2007 13:40:59 +0100
Subject: [rt-users] TicketSQL search for requested tickets of current user?
In-Reply-To: <6.2.1.2.2.20070501083306.02ce85f8@mail.sdsu.edu>
References: <C1EBA6DE-3ADE-4445-B597-DAE27AF6C7D0@orbisuk.com>
	<6.2.1.2.2.20070501083306.02ce85f8@mail.sdsu.edu>
Message-ID: <EB773EC4-2424-48A6-94A0-91FEF6E0727B@orbisuk.com>

Thanks Gene

Is there any documentation on what's possible or am I going to have  
to figure this out from code?

The TicketSQL page on the wiki doesn't seem to contain much.....

Cheers,

Justin

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



On 1 May 2007, at 16:35, Gene LeDuc wrote:

> Hi Justin,
>
> I'm pretty sure that Requestor is a group rather than an individual  
> (a ticket can have multiple requestors, but only a single owner).   
> You might see if there are any functions that check for group  
> membership in TicketSQL.
>
> Gene
>
> At 06:35 AM 5/1/2007, Justin Hayes wrote:
>> Hi,
>>
>> The customers I support (the Requestors) will be using the At A  
>> Glance screen rather than SelfService. I would like to create a  
>> saved search that will display tickets requested by the currently  
>> logged in user.
>>
>> I know you can do Owner = '__CurrentUser__' in a search, but is  
>> there an equivalent for Requestor?
>>
>> I've tried Requestor = '__CurrentUser__', Requestor.id,  
>> Requestor.Name, Requestor.RealName etc etc but none seem to work.  
>> Can't see anything about this on the Wiki so thought I'd ask here.
>>
>> Thanks in advance for any help!
>>
>> ------------------------------------------------------
>> Justin Hayes
>> Support Manager
>> justin.hayes at orbisuk.com
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>
> -- 
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University

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From Steve_McStravick at BreconRidge.com  Wed May  2 09:13:41 2007
From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com)
Date: Wed, 2 May 2007 09:13:41 -0400
Subject: [rt-users] RT 4
Message-ID: <OF4B369A4C.14C426A0-ON852572CF.00476996-852572CF.0048AA44@breconridge.com>





Here are a few ideas that I'd like to see.

1- Complete the Project Management piece.  We really struggle trying to get
tickets related to projects organized and reported on properly.
2- Ability to De-select Global Templates/Scrips on a queue
basis...currently I need to delete the Global Scrip/Template and recreate
them in each queue which does use them.
3- This is related to the #2, if it isn't possible..ability to copy
scrips/templates or at least assign them to a queue (similar to the way
custom fields are done)
4- Better configuration options to the ticket entry display...Currently the
customer fields are in 2 rows which you could select the order, but
depending upon the cf type, I may want to see 3 custom fields in one row,
only one in another
5- Maybe someone already has a hack for this..but having a drop-down list
for Custom Fields (select one value)...like is available for "status" or
"owner".. It would just make the ticket display look cleaner.
6- The Rtx:EmailCompletion module is very handy for time-saving and less
data-entry errors...seeing that Native to RT would be great.

Thank you Jesse for a great product already!


Steve McStravick
Business Systems Analyst - MES
BreconRidge
www.breconridge.com



From barry.byrne at wbtsystems.com  Wed May  2 09:07:21 2007
From: barry.byrne at wbtsystems.com (Barry Byrne)
Date: Wed, 2 May 2007 14:07:21 +0100
Subject: [rt-users] 3.6.3 install not emailing ticket updates
Message-ID: <003d01c78cba$d1aead80$69010c0a@dublin.wbtsystems.com>

Hi,

Having a problem whereby update emails to tickets are not being sent by
mail, although they do appear in the ticket history. I'm seeing the
following errors in the message log:

When I first click 'Reply':

May  2 13:55:37 hermes RT: Use of uninitialized value in substitution (s///)
at /usr/local/rt3/lib/RT/Interface/Web.pm line 617.
(/usr/local/rt3/lib/RT/Interface/Web.pm:617)
May  2 13:55:37 hermes RT: Encode::Guess failed: ; fallback to iso-8859-1
(/usr/local/rt3/lib/RT/I18N.pm:414)

There are two copies of the last line.


Then when I click 'Update':

May  2 13:57:00 hermes RT: Use of uninitialized value in pattern match (m//)
at /usr/local/rt3/lib/RT/Interface/Web.pm line 1390.
(/usr/local/rt3/lib/RT/Interface/Web.pm:1390)

There are four copies of this last line.


I also see the following log entry when a ticket is submitted via email to
the system - although it does appear to be correct in the system. And I do
get an email reply generated and sent successfully, so it would appear that
mail is working.

May  2 13:58:43 hermes RT: Scrip 23 Commit failed: syntax error at (eval
725) line 28, near ")         {" syntax error at (eval 725) line 46, near "}
}" (/usr/local/rt3/lib/RT/Action/UserDefined.pm:81)


In case it's of interest. This is with RT 3.6.3 installed via the ports on
FreeBSD 6.2 Release. Running with apache 2.2.4 and mod_perl. All ports are
up to date.

I saw another similar thread which mentioned updating CGI.pm - however I am
on the latest one (3.29).

This is a fresh RT 3.6.3 install, with a database originally from a 3.0.11
system. All upgrade scripts have been run on the database, and I haven't
noticed any other errors.

Any help would be very much appreciated as I can't progress with upgrading
our older system until I resolve this, in particular the responses not
getting emailed.

Many thanks,

Barry Byrne



From ivetter at math.purdue.edu  Wed May  2 09:36:09 2007
From: ivetter at math.purdue.edu (Isaac Vetter)
Date: Wed, 02 May 2007 09:36:09 -0400
Subject: [rt-users] RT 4
In-Reply-To: <4637828B.3010509@cityfone.net>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<4637828B.3010509@cityfone.net>
Message-ID: <463893C9.4080601@math.purdue.edu>

Hey Jesse;

>> Think big.

> One idea I have would be to maintain a focus on simplicity.


I hadn't intended to reply to this, because I figured that there would 
be no shortage of suggestions.

Although I'd like to see bundled LDAP integration, methods for better 
handling spam, ajax RT's and RTFM's web interface, the ability to more 
easily create scrips ...

The single thing that would increase adoption rates of RT is easier 
installation; be that a live cd, an option of bundled perl mods/db, or, 
preferably, just a simple install.


Isaac Vetter
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From slackamp at gmail.com  Wed May  2 09:39:22 2007
From: slackamp at gmail.com (slamp slamp)
Date: Wed, 2 May 2007 09:39:22 -0400
Subject: [rt-users] ticket labels/tags
Message-ID: <78926d250705020639u235812cdv2decc8b159b0721b@mail.gmail.com>

does anyone have a way to label/tag a ticket? lets say a ticket comes in and
it's a hardware support ticket and you want to label/tag it HARDWARE. How
can this be accomplished and also be made searchable?
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From dtikhonov at vonage.com  Wed May  2 09:39:25 2007
From: dtikhonov at vonage.com (Dmitri Tikhonov)
Date: Wed, 02 May 2007 09:39:25 -0400
Subject: [rt-users] RT 4
In-Reply-To: <463893C9.4080601@math.purdue.edu>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>	<4637828B.3010509@cityfone.net>
	<463893C9.4080601@math.purdue.edu>
Message-ID: <4638948D.7030103@vonage.com>

Isaac Vetter wrote:
> The single thing that would increase adoption rates of RT is easier 
> installation; be that a live cd, an option of bundled perl mods/db, or, 
> preferably, just a simple install.

How about PAR files?  They can also contain apache configuration in them.

   - Dmitri.

1. http://par.perl.org



From ben at computerhelpme.com  Wed May  2 09:55:35 2007
From: ben at computerhelpme.com (Ben Weston)
Date: Wed, 02 May 2007 09:55:35 -0400
Subject: [rt-users] ticket labels/tags
In-Reply-To: <78926d250705020639u235812cdv2decc8b159b0721b@mail.gmail.com>
References: <78926d250705020639u235812cdv2decc8b159b0721b@mail.gmail.com>
Message-ID: <46389857.4020207@computerhelpme.com>

I did basically the same thing for our system.

What I did was build a custom field, (Select one), and set it to a 
global field.  In it I put the names of our various business customers, 
as well as several others (Referrals, Walk-Ins, Established 
Residential).  It makes it very easy to do a search by custom field for 
the particular item you're looking for.  It's also helping because we're 
doing a big mailing/marketing push, and we can tag the call backs based 
on where they heard about us.



Ben

slamp slamp wrote:
> does anyone have a way to label/tag a ticket? lets say a ticket comes 
> in and it's a hardware support ticket and you want to label/tag it 
> HARDWARE. How can this be accomplished and also be made searchable?
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com




From sven.sternberger at desy.de  Wed May  2 10:24:29 2007
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Wed, 02 May 2007 16:24:29 +0200
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <1178115869.5767.36.camel@pcx4546.desy.de>

my 2c

1.) Archiving - Store tickets older then 2 years in archive. It should
be possible to search the archive.

2.) Better User Interface (look at launchpad from ubuntu)

3.) User Management. We have 50 Users in our department, and
> 1000 user on the campus. So we start to organize everything in groups,
but this sometimes don't works with RT. We have 15 queues, for 
each queue I defined a group, which is allowed to work on tickets,
one group to get emails from this queue, and on to see the queue in
ui. The result is that I have > 45 groups. I'm not sure how to solve
this, but I think a "role" would be helpful. So I define roles
for the queues and assign the roles to the users

4.) user management. delete user, assign additional email adresses, 
merge users.

5.) ticket management. purge tickets by status, purge tickets by
creator. we need this to handle spam and even worse the trillions
of mails/tickets monitor scripts produce by accident.

6.) rich email gateway. seems to be very difficult. 
signatures won't work, because there to complicated 
to install and maintain in big organizations.

7.) Management tools. my boss would like a report page.
how many tickets came into our department, how much
does we solve, how long it take (not as a queue view,
but for the instance). 

8.) cli/gui. A external tool would be nice, which supports
handicap (blind) person, offline usage and faster
search results via caching.

9.) packaging I want a apt/yum repository for REHL
and Debian systems. All these problems with CPAN and
perl version vs. distribution version ... are annoying
I think it should be easy to build the packages, and
for this kind of service I would willing to spend some money.

10.) support. this is not directly related to the software.
but i would wish that you offer support via. email in a
smaller size. So we have 200k Tickets, but we don't want a platinum
contract. All we want is a address to send support questions,
and get an answer in a week. 

hope that helps!

sven

On Tue, 2007-05-01 at 13:54 -0400, Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what  
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Wed May  2 10:29:08 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Wed, 2 May 2007 10:29:08 -0400 (EDT)
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <Pine.LNX.4.64.0705021027110.16209@orange.limedaley.com>

On Tue, 1 May 2007, Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what would 
> you want to see in the new product?

 	I'd like to be able to merge users, so someone can respond with 
any of the email addresses that he has, and they are all treated as the 
same email address - ie. no reply to his other email address, if he logs 
in, he will see all tickets requested by any of his email addresses.  It 
would probably be nice to have the same password for all email accounts, 
though that part isn't necessary.



From ruslan.zakirov at gmail.com  Wed May  2 11:59:31 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 2 May 2007 19:59:31 +0400
Subject: [rt-users] Re: RT 4
In-Reply-To: <4637C601.8010503@berkeley.edu>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<4637C601.8010503@berkeley.edu>
Message-ID: <589c94400705020859j754d2a0bmdd2c4ace5f8195c6@mail.gmail.com>

Shredder is in 3.7 branch

On 5/2/07, Jon Forrest <jlforrest at berkeley.edu> wrote:
> Jesse Vincent wrote:
> > If, for the sake of argument, Best Practical were to rewrite RT, what
> > would you want to see in the new product?
>
> A "native mode" ticket deletion function. I know that Ruslan wrote
> a ticket remover but my understanding is that RT was designed
> assuming that tickets wouldn't be deleted. In these days of
> massive spam, I don't think that's a reasonable assumption.
>
>   --
> Jon Forrest
> Unix Computing Support
> College of Chemistry
> 173 Tan Hall
> University of California Berkeley
> Berkeley, CA
> 94720-1460
> 510-643-1032
> jlforrest at berkeley.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  Wed May  2 11:59:31 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 2 May 2007 19:59:31 +0400
Subject: [rt-users] Re: RT 4
In-Reply-To: <4637C601.8010503@berkeley.edu>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<4637C601.8010503@berkeley.edu>
Message-ID: <589c94400705020859j754d2a0bmdd2c4ace5f8195c6@mail.gmail.com>

Shredder is in 3.7 branch

On 5/2/07, Jon Forrest <jlforrest at berkeley.edu> wrote:
> Jesse Vincent wrote:
> > If, for the sake of argument, Best Practical were to rewrite RT, what
> > would you want to see in the new product?
>
> A "native mode" ticket deletion function. I know that Ruslan wrote
> a ticket remover but my understanding is that RT was designed
> assuming that tickets wouldn't be deleted. In these days of
> massive spam, I don't think that's a reasonable assumption.
>
>   --
> Jon Forrest
> Unix Computing Support
> College of Chemistry
> 173 Tan Hall
> University of California Berkeley
> Berkeley, CA
> 94720-1460
> 510-643-1032
> jlforrest at berkeley.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  Wed May  2 12:07:18 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 2 May 2007 20:07:18 +0400
Subject: [rt-users] RT 4
In-Reply-To: <463857CD.2000104@roedu.net>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<463857CD.2000104@roedu.net>
Message-ID: <589c94400705020907x3b955872ua20980f51d9e401f@mail.gmail.com>

On 5/2/07, Subredu Manuel <diablo at roedu.net> wrote:
> Hi,
>
> thanks for asking. All my wishes have been said. All but 2.
> I would really like a better organized web interface from a web
> designers point of view. This will open the way for the second wish.
> Support for themes per user and per group.
In 3.7 dev branch user can choose theme :) now, it's only 3.6-default
and 3.4-compat, but you're welcome to add your own look&feel styles.

>
> Jesse Vincent wrote:
> > If, for the sake of argument, Best Practical were to rewrite RT, what
> > would you want to see in the new product?
> >
> > Think big.
> >
> > Jesse
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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 lbarajas at mixbaal.com  Wed May  2 12:12:35 2007
From: lbarajas at mixbaal.com (Luis Barajas)
Date: Wed, 02 May 2007 11:12:35 -0500
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <4638B873.4070709@mixbaal.com>

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From jesse at bestpractical.com  Wed May  2 07:27:41 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 May 2007 07:27:41 -0400
Subject: [rt-users] No text in email body being sent when replying?
In-Reply-To: <9e769e4e0705020052o63476d6clae5ed772ee559652@mail.gmail.com>
References: <9e769e4e0705020052o63476d6clae5ed772ee559652@mail.gmail.com>
Message-ID: <2C512ABB-8B23-47C5-BEAB-5A7815B4A014@bestpractical.com>

An older 3.4? Search the archives for 8bit or 8-bit.

On May 2, 2007, at 3:52 AM, Mike Dent wrote:

> Hi,
> this seems to happen when I use the  reply to requester to some users.
> They receive the reply but the body of the message is blank/empty.
> It seems to affect users of a UK ISP called Tiscali and some BT users.
>
> Not sure why the message body is being removed? Anybody else had users
> complain they get messages from you with no text?
>
> Thanks
> Mike
>
> p.s. I'm using RT3.4 at present but almost ready to move to 3.6
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From bobg at uic.edu  Wed May  2 12:36:48 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Wed, 02 May 2007 11:36:48 -0500
Subject: [rt-users] RT 4 
In-Reply-To: Your message of "Wed, 02 May 2007 10:19:48 BST."
	<9F5C85218E0B6341ABA8C63A9E142B80038D8843@RALPH.fmggroup.com> 
Message-ID: <200705021636.l42GamnH020133@remora.cc.uic.edu>

>As a code-blind admin I would love to see a slicker front end out of the
>box: I know lots of people will have applied their web design skills to
>build on RT but I for one can't. 


Heh, be careful what you wish for.  We used a previous product
with a very slick rich interface (PC-based client, with all the
richness), and that drove us screaming to RT.   The ability
to have a frontline consultant use RT with almost no extra
training is really nice.

  bobg


From Robert.Grasso at cedrat.com  Wed May  2 12:04:48 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Wed, 2 May 2007 18:04:48 +0200
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <NGBBLJJLDKGDEEDPHOBAOEGIPNAA.Robert.Grasso@cedrat.com>

Thank you for asking Jesse,

As Sven Sternberger just asked for, we would appreciate an embedded statistics module. Currently, this is only available as a
contribution - which works with some bugs, and it does not seem to be maintained anyway - and we are about to use it intensely for
auditing and improving our QA.

Best regards

---
Robert GRASSO
System Engineer

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



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



From mike at bseder.org  Wed May  2 12:48:55 2007
From: mike at bseder.org (mike)
Date: Wed, 2 May 2007 09:48:55 -0700
Subject: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?
In-Reply-To: <19afd35b0705011502u26046cf0s62d8a98c9d535456@mail.gmail.com>
References: <19afd35b0704300940r450236c4kdeaca938a9bbc68c@mail.gmail.com>
	<f18686$rrk$1@sea.gmane.org>
	<19afd35b0705011424i2454fad4o6885f6743027505c@mail.gmail.com>
	<19afd35b0705011426m7e6089c1ocacab3c68e2ac056@mail.gmail.com>
	<19afd35b0705011502u26046cf0s62d8a98c9d535456@mail.gmail.com>
Message-ID: <19afd35b0705020948n634c0e7du5260d3e11cf280c4@mail.gmail.com>

hate to be repetitive, but i also don't like bouncing production databases
(our mysql handles a lot more than our RT system)....do I need to
reload/restart mysql for the auto_increment_increment change to take hold?
our tickets are still incrementing n+10 rather than n+1, and the slave's
config is set for auto_increment_offset=2 rather than 1 like the master is.

thanks!


On 5/1/07, mike <mike at bseder.org> wrote:
>
> hmm....does this require a restart of mysql?  It now *looks* correct, but
> is still incrementing n+10?
>
> mysql> SHOW VARIABLES LIKE 'auto_inc%';
> +--------------------------+-------+
> | Variable_name            | Value |
> +--------------------------+-------+
> | auto_increment_increment | 1     |
> | auto_increment_offset    | 1     |
> +--------------------------+-------+
>
> I made this change as as the root/dba account, so I'm confused...
>
>
>
> On 5/1/07, mike <mike at bseder.org> wrote:
> >
> >   yes indeed - the master is now set to
> >
> > mysql> SHOW VARIABLES LIKE 'auto_inc%';
> > +--------------------------+-------+
> > | Variable_name            | Value |
> > +--------------------------+-------+
> > | auto_increment_increment | 1  |
> > | auto_increment_offset    | 1     |
> > +--------------------------+-------+
> >
> > and the slave is
> >
> > mysql> SHOW VARIABLES LIKE 'auto_inc%';
> > +--------------------------+-------+
> > | Variable_name            | Value |
> > +--------------------------+-------+
> > | auto_increment_increment | 1     |
> > | auto_increment_offset    | 2     |
> > +--------------------------+-------+
> > 2 rows in set (0.00 sec)
> >
> > prior to making the change suggested, the master was configured as:
> >
> >
> > Current database: rt3
> >
> > +--------------------------+-------+
> > | Variable_name            | Value |
> > +--------------------------+-------+
> > | auto_increment_increment | 10    |
> > | auto_increment_offset    | 1     |
> > +--------------------------+-------+
> > 2 rows in set (0.00 sec)
> >
> > do I need to reload mysql, or is this a hot-fix?  needless to say, i am
> > not a DBA, let alone terribly cluey with MySQL (but learning more every
> > day) ;).
> >
> > Thank you very much for the assistance, it's very much appreciated and I
> > owe Mark Roedel a six-pack for the initial assist :)
> >
> >
> >
> > On 5/1/07, Graham Dunn <gdunn01 at harris.com> wrote:
> > >
> > > mike wrote:
> > > > Hello,
> > > >
> > > > Since upgrading to RT 3.6.3, I've noticed that all of our tickets
> > > are
> > > > incrementing their ticket numbers/IDs by n+10 -
> > > >
> > > Are you using multiple-master replication?
> > >
> > > http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.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
> > >
> >
> >
> >
> > --
> > --
> > One way or another, everyone stops bleeding.
> >
> >
> > --
> > --
> > One way or another, everyone stops bleeding.
> >
>
>
>
> --
> --
> One way or another, everyone stops bleeding.
>



-- 
--
One way or another, everyone stops bleeding.
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From ron.tyro at utoronto.ca  Wed May  2 12:50:26 2007
From: ron.tyro at utoronto.ca (Ron Tyro)
Date: Wed, 02 May 2007 12:50:26 -0400
Subject: [rt-users] Searches and Apostrophe
Message-ID: <4638C152.206327F5@utoronto.ca>

Hi,

RT 3.6.3

I'm trying to query tickets, using a custom field "Name", but the name
contains an apostrophe.  For example: o'reilly

When I click on Add and Search, no results are returned.  When I click
on Edit, I get the following:

  Error near ->reilly<- expecting a PAREN in ' Queue = 'General' AND
'CF.{Name}' LIKE 'o'reilly''
 I'm lost

I've tried to escape the apostrophe, but this only allows me to apply
the change but the search remains the same.

Has anyone got the apostrophe to work in searches?  If yes, how did you
get it to work?

Thank you, 
Ron



From gleduc at mail.sdsu.edu  Wed May  2 13:13:18 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 02 May 2007 10:13:18 -0700
Subject: [rt-users] TicketSQL search for requested tickets of current user?
In-Reply-To: <EB773EC4-2424-48A6-94A0-91FEF6E0727B@orbisuk.com>
References: <C1EBA6DE-3ADE-4445-B597-DAE27AF6C7D0@orbisuk.com>
	<6.2.1.2.2.20070501083306.02ce85f8@mail.sdsu.edu>
	<EB773EC4-2424-48A6-94A0-91FEF6E0727B@orbisuk.com>
Message-ID: <6.2.1.2.2.20070502081213.02d19d68@mail.sdsu.edu>

I haven't done much with TicketSQL, but I love puzzles so I just spent a 
couple hours messing with Query Builder.  I tried "Requestor.Id='22'" where 
'22' is my user id, and I got the full list of tickets, so the problem is 
not with using Requestor.Id in a query.  Then I tried 
"Requestor.Id='__CurrentUser__'" and got no tickets.  I'm guessing that 
when you see "__CurrentUser__" displayed in the Query Builder, it's only 
RT's way of representing the current user "for display purposes only."  If 
you use it in a query, Query Builder doesn't know what to do with it.

Try this.
Go to your Home Page.  make sure that there is at least 1 ticket listed 
under "10 highest priority tickets I own".  Click the "edit" link to the 
right.  Click the "Search - My Tickets" link on the next screen.  From the 
resulting Query Builder screen, click "Add and Search" without making any 
changes.  Since you didn't modify the query at all, you would expect to see 
the same tickets that were listed on your Home Page.  When I do this I get 
"Found 0 tickets".

Requestor.Id works fine.  The problem seems to be that "__CurrentUser__" 
doesn't actually translate to "the current user's id" in the Query Builder.

I don't have an answer that works.

At 05:40 AM 5/2/2007, Justin Hayes wrote:
>Thanks Gene
>
>Is there any documentation on what's possible or am I going to have to 
>figure this out from code?
>
>The TicketSQL page on the wiki doesn't seem to contain much.....
>
>Cheers,
>
>Justin
>
>------------------------------------------------------
>Justin Hayes
>Support Manager
><mailto:justin.hayes at orbisuk.com>justin.hayes at orbisuk.com
>
>
>
>On 1 May 2007, at 16:35, Gene LeDuc wrote:
>
>>Hi Justin,
>>
>>I'm pretty sure that Requestor is a group rather than an individual (a 
>>ticket can have multiple requestors, but only a single owner).  You might 
>>see if there are any functions that check for group membership in TicketSQL.
>>
>>Gene
>>
>>At 06:35 AM 5/1/2007, Justin Hayes wrote:
>>>Hi,
>>>
>>>The customers I support (the Requestors) will be using the At A Glance 
>>>screen rather than SelfService. I would like to create a saved search 
>>>that will display tickets requested by the currently logged in user.
>>>
>>>I know you can do Owner = '__CurrentUser__' in a search, but is there an 
>>>equivalent for Requestor?
>>>
>>>I've tried Requestor = '__CurrentUser__', Requestor.id, Requestor.Name, 
>>>Requestor.RealName etc etc but none seem to work. Can't see anything 
>>>about this on the Wiki so thought I'd ask here.
>>>
>>>Thanks in advance for any help!
>>>
>>>------------------------------------------------------
>>>Justin Hayes
>>>Support Manager
>>><mailto:justin.hayes at orbisuk.com>justin.hayes at orbisuk.com
>>>
>>>
>>>
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>Community help: http://wiki.bestpractical.com
>>>Commercial support: <mailto:sales at bestpractical.com>sales at bestpractical.com
>>>
>>>
>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>--
>>Gene LeDuc, GSEC
>>Security Analyst
>>San Diego State University


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From kfh at mqsoftware.com  Wed May  2 13:15:11 2007
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 2 May 2007 12:15:11 -0500
Subject: [rt-users] RT 4
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAOEGIPNAA.Robert.Grasso@cedrat.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<NGBBLJJLDKGDEEDPHOBAOEGIPNAA.Robert.Grasso@cedrat.com>
Message-ID: <63BEA5E623E09F4D92233FB12A9F7943F45CDD@emailmn.mqsoftware.com>


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Robert Grasso
> Sent: Wednesday, May 02, 2007 11:05 AM
> To: Jesse Vincent; RT Users
> Subject: RE: [rt-users] RT 4
> 
> Thank you for asking Jesse,
> 
> As Sven Sternberger just asked for, we would appreciate an embedded
> statistics module. Currently, this is only available as a
> contribution - which works with some bugs, and it does not seem to be
> maintained anyway - and we are about to use it intensely for
> auditing and improving our QA.

[Kelly F. Hickel] If there's anyone out there that wants to be a
contributor to RTx::Statistics, let me know. I simply haven't had any
time to even merge the pile of patches I've got sitting here, much lest
test and improve anything.

Hopefully that will change, as we're going to step up our internal use
of RT, so I may get some cycles to burn on it again.

-Kelly

> 
> Best regards
> 
> ---
> Robert GRASSO
> System Engineer
> 
> CEDRAT
> 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
> Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
> mailto:Robert.Grasso at cedrat.com
> ---
> Support service       : mailto:support at cedrat.com
> Commercial service : mailto:cedrat at cedrat.com
> Web site                  : http://www.cedrat.com
> 
> 
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jesse
> > Vincent
> > Sent: Tuesday, May 01, 2007 7:55 PM
> > To: RT Users
> > Subject: [rt-users] RT 4
> >
> >
> > If, for the sake of argument, Best Practical were to rewrite RT,
> what
> > would you want to see in the new product?
> >
> > Think big.
> >
> > Jesse
> >
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 May  2 13:34:30 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 02 May 2007 10:34:30 -0700
Subject: [rt-users] RT 4
In-Reply-To: <OF4B369A4C.14C426A0-ON852572CF.00476996-852572CF.0048AA44@
	breconridge.com>
References: <OF4B369A4C.14C426A0-ON852572CF.00476996-852572CF.0048AA44@breconridge.com>
Message-ID: <6.2.1.2.2.20070502103159.02d661c0@mail.sdsu.edu>

Item 5 is available without a hack by making the CF type "Combobox: Select 
or enter one value".

At 06:13 AM 5/2/2007, Steve_McStravick at BreconRidge.com wrote:
>Here are a few ideas that I'd like to see.
>5- Maybe someone already has a hack for this..but having a drop-down list
>for Custom Fields (select one value)...like is available for "status" or
>"owner".. It would just make the ticket display look cleaner.
>
>Steve McStravick
>Business Systems Analyst - MES
>BreconRidge
>www.breconridge.com


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



From Steve_McStravick at BreconRidge.com  Wed May  2 13:55:41 2007
From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com)
Date: Wed, 2 May 2007 13:55:41 -0400
Subject: [rt-users] RT4
In-Reply-To: <6.2.1.2.2.20070502103159.02d661c0@mail.sdsu.edu>
Message-ID: <OF7D57709B.26D6C1A7-ON852572CF.0061F5ED-852572CF.00627B88@breconridge.com>





I actually just figured this out!
I was sure I played with this before, but obviously I missed the obvious.

I changed {rt-root}/local/Elements/EditCustomField..

from
 $Rows => 5
to
 $Rows => undef

Thanks for the advice!

Steve McStravick
Business Systems Analyst - MES
BreconRidge
www.breconridge.com

"This email is confidential. Any unauthorized use or disclosure is strictly

prohibited."


                                                                           
             Gene LeDuc                                                    
             <gleduc at mail.sdsu                                             
             .edu>                                                      To 
                                       Steve_McStravick at BreconRidge.com    
             05/02/2007 01:34                                           cc 
             PM                        rt-users at lists.bestpractical.com    
                                                                   Subject 
                                       Re: [rt-users] RT 4                 
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           
                                                                           




Item 5 is available without a hack by making the CF type "Combobox: Select
or enter one value".


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





From barnesaw at ucrwcu.rwc.uc.edu  Wed May  2 13:51:06 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 02 May 2007 13:51:06 -0400
Subject: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?
In-Reply-To: <19afd35b0705020948n634c0e7du5260d3e11cf280c4@mail.gmail.com>
References: <19afd35b0704300940r450236c4kdeaca938a9bbc68c@mail.gmail.com>	<f18686$rrk$1@sea.gmane.org>	<19afd35b0705011424i2454fad4o6885f6743027505c@mail.gmail.com>	<19afd35b0705011426m7e6089c1ocacab3c68e2ac056@mail.gmail.com>	<19afd35b0705011502u26046cf0s62d8a98c9d535456@mail.gmail.com>
	<19afd35b0705020948n634c0e7du5260d3e11cf280c4@mail.gmail.com>
Message-ID: <4638CF8A.5070906@ucrwcu.rwc.uc.edu>

I don't see it here
http://dev.mysql.com/doc/refman/5.0/en/dynamic-system-variables.html so
I suspect you may need a restart.  Double-check that though.


mike wrote:
> hate to be repetitive, but i also don't like bouncing production
> databases (our mysql handles a lot more than our RT system)....do I
> need to reload/restart mysql for the auto_increment_increment change
> to take hold?  our tickets are still incrementing n+10 rather than
> n+1, and the slave's config is set for auto_increment_offset=2 rather
> than 1 like the master is.
>  
> thanks!
>
>  
> On 5/1/07, *mike* <mike at bseder.org <mailto:mike at bseder.org>> wrote:
>
>     hmm....does this require a restart of mysql?  It now *looks*
>     correct, but is still incrementing n+10?
>      
>     mysql> SHOW VARIABLES LIKE 'auto_inc%';
>     +--------------------------+-------+
>     | Variable_name            | Value |
>     +--------------------------+-------+
>     | auto_increment_increment | 1     |
>     | auto_increment_offset    | 1     |
>     +--------------------------+-------+
>      
>     I made this change as as the root/dba account, so I'm confused...
>
>
>      
>     On 5/1/07, *mike* <mike at bseder.org <mailto:mike at bseder.org>> wrote:
>
>         yes indeed - the master is now set to
>          
>         mysql> SHOW VARIABLES LIKE 'auto_inc%';
>         +--------------------------+-------+
>         | Variable_name            | Value |
>         +--------------------------+-------+
>         | auto_increment_increment | 1  |
>         | auto_increment_offset    | 1     |
>         +--------------------------+-------+
>          
>         and the slave is
>          
>         mysql> SHOW VARIABLES LIKE 'auto_inc%';
>         +--------------------------+-------+
>         | Variable_name            | Value |
>         +--------------------------+-------+
>         | auto_increment_increment | 1     |
>         | auto_increment_offset    | 2     |
>         +--------------------------+-------+
>         2 rows in set (0.00 sec)
>          
>         prior to making the change suggested, the master was
>         configured as:
>          
>
>         Current database: rt3
>
>         +--------------------------+-------+
>         | Variable_name            | Value |
>         +--------------------------+-------+
>         | auto_increment_increment | 10    |
>         | auto_increment_offset    | 1     |
>         +--------------------------+-------+
>         2 rows in set (0.00 sec)
>
>         do I need to reload mysql, or is this a hot-fix?  needless to
>         say, i am not a DBA, let alone terribly cluey with MySQL (but
>         learning more every day) ;).
>
>         Thank you very much for the assistance, it's very much
>         appreciated and I owe Mark Roedel a six-pack for the initial
>         assist :) 
>
>
>
>          
>         On 5/1/07, *Graham Dunn* <gdunn01 at harris.com
>         <mailto:gdunn01 at harris.com>> wrote:
>
>             mike wrote:
>             > Hello,
>             >
>             > Since upgrading to RT 3.6.3, I've noticed that all of our
>             tickets are
>             > incrementing their ticket numbers/IDs by n+10 -
>             >
>             Are you using multiple-master replication?
>
>             http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.html
>             <http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.html>
>
>             _______________________________________________
>             http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>             Community help: http://wiki.bestpractical.com
>             <http://wiki.bestpractical.com/>
>             Commercial support: sales at bestpractical.com
>             <mailto:sales at bestpractical.com>
>
>
>             Discover RT's hidden secrets with RT Essentials from
>             O'Reilly Media.
>             Buy a copy at http://rtbook.bestpractical.com
>             <http://rtbook.bestpractical.com/>
>
>
>
>
>         -- 
>
>         --
>         One way or another, everyone stops bleeding.
>
>
>         -- 
>         --
>         One way or another, everyone stops bleeding.
>
>
>
>
>     -- 
>     --
>     One way or another, everyone stops bleeding.
>
>
>
>
> -- 
> --
> One way or another, everyone stops bleeding.
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 gdunn01 at harris.com  Wed May  2 14:22:57 2007
From: gdunn01 at harris.com (Graham Dunn)
Date: Wed, 02 May 2007 14:22:57 -0400
Subject: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?
In-Reply-To: <19afd35b0705020948n634c0e7du5260d3e11cf280c4@mail.gmail.com>
References: <19afd35b0704300940r450236c4kdeaca938a9bbc68c@mail.gmail.com>	<f18686$rrk$1@sea.gmane.org>	<19afd35b0705011424i2454fad4o6885f6743027505c@mail.gmail.com>	<19afd35b0705011426m7e6089c1ocacab3c68e2ac056@mail.gmail.com>	<19afd35b0705011502u26046cf0s62d8a98c9d535456@mail.gmail.com>
	<19afd35b0705020948n634c0e7du5260d3e11cf280c4@mail.gmail.com>
Message-ID: <f1akug$8m3$1@sea.gmane.org>

mike wrote:
> hate to be repetitive, but i also don't like bouncing production
> databases (our mysql handles a lot more than our RT system)....do I need
> to reload/restart mysql for the auto_increment_increment change to take
> hold?  our tickets are still incrementing n+10 rather than n+1, and the
> slave's config is set for auto_increment_offset=2 rather than 1 like the
> master is.
>  

The values will revert to their defaults if you've restarted mysql. Do
you have those values set in the my.cnf?

"If one of these variables is set globally, its effects persist until
the global value is changed or overridden by setting them locally, or
until mysqld  is restarted.

If set locally, the new value affects AUTO_INCREMENT columns for all
tables into which new rows are inserted by the current user for the
duration of the session, unless the values are changed during that session."

Are you setting them to different values on different hosts on purpose?

If so, it sounds like you're seeing the "set locally" behaviour.


> thanks!
> 
>  
> On 5/1/07, *mike* <mike at bseder.org <mailto:mike at bseder.org>> wrote:
> 
>     hmm....does this require a restart of mysql?  It now *looks*
>     correct, but is still incrementing n+10?
>      
>     mysql> SHOW VARIABLES LIKE 'auto_inc%';
>     +--------------------------+-------+
>     | Variable_name            | Value |
>     +--------------------------+-------+
>     | auto_increment_increment | 1     |
>     | auto_increment_offset    | 1     |
>     +--------------------------+-------+
>      
>     I made this change as as the root/dba account, so I'm confused...
> 
> 
>      
>     On 5/1/07, *mike* <mike at bseder.org <mailto:mike at bseder.org>> wrote:
> 
>         yes indeed - the master is now set to
>          
>         mysql> SHOW VARIABLES LIKE 'auto_inc%';
>         +--------------------------+-------+
>         | Variable_name            | Value |
>         +--------------------------+-------+
>         | auto_increment_increment | 1  |
>         | auto_increment_offset    | 1     |
>         +--------------------------+-------+
>          
>         and the slave is
>          
>         mysql> SHOW VARIABLES LIKE 'auto_inc%';
>         +--------------------------+-------+
>         | Variable_name            | Value |
>         +--------------------------+-------+
>         | auto_increment_increment | 1     |
>         | auto_increment_offset    | 2     |
>         +--------------------------+-------+
>         2 rows in set (0.00 sec)
>          
>         prior to making the change suggested, the master was configured as:
>          
> 
>         Current database: rt3
> 
>         +--------------------------+-------+
>         | Variable_name            | Value |
>         +--------------------------+-------+
>         | auto_increment_increment | 10    |
>         | auto_increment_offset    | 1     |
>         +--------------------------+-------+
>         2 rows in set (0.00 sec)
> 
>         do I need to reload mysql, or is this a hot-fix?  needless to
>         say, i am not a DBA, let alone terribly cluey with MySQL (but
>         learning more every day) ;).
> 
>         Thank you very much for the assistance, it's very much
>         appreciated and I owe Mark Roedel a six-pack for the initial
>         assist :) 
> 
> 
> 
>          
>         On 5/1/07, *Graham Dunn* <gdunn01 at harris.com
>         <mailto:gdunn01 at harris.com>> wrote:
> 
>             mike wrote:
>             > Hello,
>             >
>             > Since upgrading to RT 3.6.3, I've noticed that all of our
>             tickets are
>             > incrementing their ticket numbers/IDs by n+10 -
>             >
>             Are you using multiple-master replication?
> 
>             http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.html
>             <http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.html>
> 
>             _______________________________________________
>             http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>             Community help: http://wiki.bestpractical.com
>             <http://wiki.bestpractical.com/>
>             Commercial support: sales at bestpractical.com
>             <mailto:sales at bestpractical.com>
> 
> 
>             Discover RT's hidden secrets with RT Essentials from
>             O'Reilly Media.
>             Buy a copy at http://rtbook.bestpractical.com
>             <http://rtbook.bestpractical.com/>
> 
> 
> 
> 
>         -- 
> 
>         --
>         One way or another, everyone stops bleeding.
> 
> 
>         -- 
>         --
>         One way or another, everyone stops bleeding. 
> 
> 
> 
> 
>     -- 
>     --
>     One way or another, everyone stops bleeding. 
> 
> 
> 
> 
> -- 
> --
> One way or another, everyone stops bleeding.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From mike at bseder.org  Wed May  2 14:29:59 2007
From: mike at bseder.org (mike)
Date: Wed, 2 May 2007 11:29:59 -0700
Subject: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?
In-Reply-To: <f1akug$8m3$1@sea.gmane.org>
References: <19afd35b0704300940r450236c4kdeaca938a9bbc68c@mail.gmail.com>
	<f18686$rrk$1@sea.gmane.org>
	<19afd35b0705011424i2454fad4o6885f6743027505c@mail.gmail.com>
	<19afd35b0705011426m7e6089c1ocacab3c68e2ac056@mail.gmail.com>
	<19afd35b0705011502u26046cf0s62d8a98c9d535456@mail.gmail.com>
	<19afd35b0705020948n634c0e7du5260d3e11cf280c4@mail.gmail.com>
	<f1akug$8m3$1@sea.gmane.org>
Message-ID: <19afd35b0705021129h269c227bl6ea095d21755d6ad@mail.gmail.com>

yep, found and changed those values on both master and slave dbs in
my.cnfafter reading more through the docs to make sure i don't
miss/screw up
anything doing my DB restarts.  i have a reload of both mysql
daemons scheduled for my next maintenance window, which should put this to
bed once and for all.  there are no good reasons for any of the other tables
to be auto_incrementing n+10, so this should sort it out.  i really need to
brush up on my mysql skills....i appreciate the clues, cheers guys and gals.

mike


On 5/2/07, Graham Dunn <gdunn01 at harris.com> wrote:
>
> mike wrote:
> > hate to be repetitive, but i also don't like bouncing production
> > databases (our mysql handles a lot more than our RT system)....do I need
> > to reload/restart mysql for the auto_increment_increment change to take
> > hold?  our tickets are still incrementing n+10 rather than n+1, and the
> > slave's config is set for auto_increment_offset=2 rather than 1 like the
> > master is.
> >
>
> The values will revert to their defaults if you've restarted mysql. Do
> you have those values set in the my.cnf?
>
> "If one of these variables is set globally, its effects persist until
> the global value is changed or overridden by setting them locally, or
> until mysqld  is restarted.
>
> If set locally, the new value affects AUTO_INCREMENT columns for all
> tables into which new rows are inserted by the current user for the
> duration of the session, unless the values are changed during that
> session."
>
> Are you setting them to different values on different hosts on purpose?
>
> If so, it sounds like you're seeing the "set locally" behaviour.
>
>
> > thanks!
> >
> >
> > On 5/1/07, *mike* <mike at bseder.org <mailto:mike at bseder.org>> wrote:
> >
> >     hmm....does this require a restart of mysql?  It now *looks*
> >     correct, but is still incrementing n+10?
> >
> >     mysql> SHOW VARIABLES LIKE 'auto_inc%';
> >     +--------------------------+-------+
> >     | Variable_name            | Value |
> >     +--------------------------+-------+
> >     | auto_increment_increment | 1     |
> >     | auto_increment_offset    | 1     |
> >     +--------------------------+-------+
> >
> >     I made this change as as the root/dba account, so I'm confused...
> >
> >
> >
> >     On 5/1/07, *mike* <mike at bseder.org <mailto:mike at bseder.org>> wrote:
> >
> >         yes indeed - the master is now set to
> >
> >         mysql> SHOW VARIABLES LIKE 'auto_inc%';
> >         +--------------------------+-------+
> >         | Variable_name            | Value |
> >         +--------------------------+-------+
> >         | auto_increment_increment | 1  |
> >         | auto_increment_offset    | 1     |
> >         +--------------------------+-------+
> >
> >         and the slave is
> >
> >         mysql> SHOW VARIABLES LIKE 'auto_inc%';
> >         +--------------------------+-------+
> >         | Variable_name            | Value |
> >         +--------------------------+-------+
> >         | auto_increment_increment | 1     |
> >         | auto_increment_offset    | 2     |
> >         +--------------------------+-------+
> >         2 rows in set (0.00 sec)
> >
> >         prior to making the change suggested, the master was configured
> as:
> >
> >
> >         Current database: rt3
> >
> >         +--------------------------+-------+
> >         | Variable_name            | Value |
> >         +--------------------------+-------+
> >         | auto_increment_increment | 10    |
> >         | auto_increment_offset    | 1     |
> >         +--------------------------+-------+
> >         2 rows in set (0.00 sec)
> >
> >         do I need to reload mysql, or is this a hot-fix?  needless to
> >         say, i am not a DBA, let alone terribly cluey with MySQL (but
> >         learning more every day) ;).
> >
> >         Thank you very much for the assistance, it's very much
> >         appreciated and I owe Mark Roedel a six-pack for the initial
> >         assist :)
> >
> >
> >
> >
> >         On 5/1/07, *Graham Dunn* <gdunn01 at harris.com
> >         <mailto:gdunn01 at harris.com>> wrote:
> >
> >             mike wrote:
> >             > Hello,
> >             >
> >             > Since upgrading to RT 3.6.3, I've noticed that all of our
> >             tickets are
> >             > incrementing their ticket numbers/IDs by n+10 -
> >             >
> >             Are you using multiple-master replication?
> >
> >
> http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.html
> >             <
> http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.html>
> >
> >             _______________________________________________
> >
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >             Community help: http://wiki.bestpractical.com
> >             <http://wiki.bestpractical.com/>
> >             Commercial support: sales at bestpractical.com
> >             <mailto:sales at bestpractical.com>
> >
> >
> >             Discover RT's hidden secrets with RT Essentials from
> >             O'Reilly Media.
> >             Buy a copy at http://rtbook.bestpractical.com
> >             <http://rtbook.bestpractical.com/>
> >
> >
> >
> >
> >         --
> >
> >         --
> >         One way or another, everyone stops bleeding.
> >
> >
> >         --
> >         --
> >         One way or another, everyone stops bleeding.
> >
> >
> >
> >
> >     --
> >     --
> >     One way or another, everyone stops bleeding.
> >
> >
> >
> >
> > --
> > --
> > One way or another, everyone stops bleeding.
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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
>



-- 
--
One way or another, everyone stops bleeding.
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From mcdent at gmail.com  Wed May  2 14:34:16 2007
From: mcdent at gmail.com (Mike Dent)
Date: Wed, 2 May 2007 19:34:16 +0100
Subject: [rt-users] No text in email body being sent when replying?
In-Reply-To: <2C512ABB-8B23-47C5-BEAB-5A7815B4A014@bestpractical.com>
References: <9e769e4e0705020052o63476d6clae5ed772ee559652@mail.gmail.com>
	<2C512ABB-8B23-47C5-BEAB-5A7815B4A014@bestpractical.com>
Message-ID: <9e769e4e0705021134g5fdf1fe6q33ac3e600783afaa@mail.gmail.com>

On 5/2/07, Jesse Vincent <jesse at bestpractical.com> wrote:
> An older 3.4? Search the archives for 8bit or 8-bit.
>

Thanks Jesse,
yes it was 3.4.1 . I searched the archives and found it, looks like it
was fixed post 3.4.2.
great stuff!
I've just finished the move to 3.6.3 so all that should be behind me.

Mike

> On May 2, 2007, at 3:52 AM, Mike Dent wrote:
>
> > Hi,
> > this seems to happen when I use the  reply to requester to some users.
> > They receive the reply but the body of the message is blank/empty.
> > It seems to affect users of a UK ISP called Tiscali and some BT users.
> >
> > Not sure why the message body is being removed? Anybody else had users
> > complain they get messages from you with no text?
> >
> > Thanks
> > Mike
> >
> > p.s. I'm using RT3.4 at present but almost ready to move to 3.6


From caralomi at hotmail.com  Wed May  2 14:34:47 2007
From: caralomi at hotmail.com (Carlos Ramon Lopez Midence)
Date: Wed, 02 May 2007 13:34:47 -0500
Subject: [rt-users] RT-4
Message-ID: <BAY139-F38DFB3F749B82E89863AD0D9420@phx.gbl>

If, for the sake of argument, Best Practical were to rewrite RT,
what would you want to see in the new product?

Think big.
Jesse


First of all, Jesse Thanks for asking input from all of us... We are using 
RT in our two main ski resorts in Northern Michigan, and boy let me tell 
you, it has simplified our lives like you have no idea....

- The one thing that we have come across that we don't seem to find a way to 
do it, it is searching in custom fields for ticket transactions, 
specifically in resolving a ticket. We use these custom fields to describe 
any issues that we may have had while resolving the tickets and we also had 
labor to them. So having these custom fields built into the query builder 
would be great.

- How about AD authentication, so the user that is logged into the domain 
should not have to log into RT again...
- Definetelly more reports, or fix that option that have the queries that 
you have built download to Excel has you created them...

My 2 cents

Carlos

_________________________________________________________________
Mortgage rates near historic lows. Refinance $200,000 loan for as low as 
$771/month* 
https://www2.nextag.com/goto.jsp?product=100000035&url=%2fst.jsp&tm=y&search=mortgage_text_links_88_h27f8&disc=y&vers=689&s=4056&p=5117



From richardsolid at gmail.com  Wed May  2 14:56:16 2007
From: richardsolid at gmail.com (Richard Solid)
Date: Wed, 2 May 2007 14:56:16 -0400
Subject: [rt-users] Using different Incoming Mail Server
Message-ID: <ad68da050705021156h58eeaa84kc0669a6e24877197@mail.gmail.com>

Hello,

I need to configure my RT server to receive the emails but from another mail
server.

RT ticket gets created within the RT Interface -> RT server sends email with
new created ticket to users via its local sendmail -> Users receive email
with ticket number and the reply address -> A user replies back to the reply
address which is hosted on a different mail server -> Mail server receives
the email and forwards email to the RT server which is running sendmail ->
RT receives the reply and post the reply in the ticket and sends the reply
information to the users via email

RT Server Name and Outgoing Mail Server:  rt.domain.tld  10.0.0.5

Incoming Mail server which forwards email to the RT MTA:  mail.domain.tld
192.168.0.5

Any inputs?

Thanks.
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From stevek at onshore.com  Wed May  2 15:03:46 2007
From: stevek at onshore.com (stevek)
Date: Wed, 02 May 2007 14:03:46 -0500
Subject: [rt-users] Using different Incoming Mail Server
In-Reply-To: <ad68da050705021156h58eeaa84kc0669a6e24877197@mail.gmail.com>
References: <ad68da050705021156h58eeaa84kc0669a6e24877197@mail.gmail.com>
Message-ID: <4638E092.6060005@onshore.com>



Richard Solid wrote:
> Hello,
> 
> I need to configure my RT server to receive the emails but from another
> mail server.
> 
> RT ticket gets created within the RT Interface -> RT server sends email
> with new created ticket to users via its local sendmail -> Users receive
> email with ticket number and the reply address -> A user replies back to
> the reply address which is hosted on a different mail server -> Mail
> server receives the email and forwards email to the RT server which is
> running sendmail -> RT receives the reply and post the reply in the
> ticket and sends the reply information to the users via email
> 
> RT Server Name and Outgoing Mail Server:  rt.domain.tld  10.0.0.5
> <http://10.0.0.5>
> 
> Incoming Mail server which forwards email to the RT MTA: 
> mail.domain.tld 192.168.0.5 <http://192.168.0.5>
> 
> Any inputs?
> 
> Thanks.

You need to configure your receiving mail server with virtual support or
relaying maps -- depending on your MTA.. is.
rt.example.com.         IN      MX      10 mailgw.example.com

mailgw.example.com
virtualhost rt.expample.com  <ip of rt server>

For outbound mail simply set a smarthost in your Rt server's sendmail.cf
file -- make sure the smarthost allows relaying from the Rt server.





From gentgeen at linuxmail.org  Wed May  2 15:27:06 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Wed, 2 May 2007 15:27:06 -0400
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <20070502152706.180899ce@localhost.localdomain>

On Tue, 1 May 2007 13:54:43 -0400
Jesse Vincent <jesse at bestpractical.com> wrote:

> If, for the sake of argument, Best Practical were to rewrite RT, what 

> would you want to see in the new product?
> 
> Think big.
> 
> Jesse

Since my org. has only been using RT for >1yr I was going to keep my
mouth shut, and watch this thread more for ways to solve my current
issues then suggesting anything new. 

After reading, I only saw one person mention something related to
"executive summary" reports.  Something that we could hand the PHB's and
show them the work done, work not done, etc.  (The earlier user noted it
like this:

> 7.) Management tools. my boss would like a report page.
> how many tickets came into our department, how much
> does we solve, how long it take (not as a queue view,
> but for the instance). 

I would also like to put a vote AGAINST ajax like improvements.  I like
the simplicity, and with the simplicity, the choices.  With straight
HTML, I know it will work in Firefox, Dillo, Lynx, my PDA, etc.  Now
cleaning up the HTML Themes, better CSS, bringing the appearance out of
the 1990's, etc.. that would be OK/GREAT and I understand that some is
there in 3.6/7.  I have tried a number of ajax apps on slower
computers/slower connections, less capable browsers, etc., and it is
just not an enjoyable experience.  We have to remember that not all
users are able to have a brand new computer, with a huge pipeline.

Sorry for the negative, but there was so much positive for this one, and
I am not 100% sold on the idea of ajax/ruby being as great as it is
hyped (I may be the only one :-?  )


-- 
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 jbrodley at sumtotalsystems.com  Wed May  2 15:35:13 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Wed, 2 May 2007 12:35:13 -0700
Subject: [rt-users] RT 4
In-Reply-To: <20070502152706.180899ce@localhost.localdomain>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<20070502152706.180899ce@localhost.localdomain>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03C1DF6B@blv-exch1.sumtotalsystems.com>

I forgot yesterday something that I think would be important:

1. Ability to track different types of SLA, based on ticket Categories and have reporting and escalation process around SLAs. 


Justin Brodley?
?


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Squire
Sent: Wednesday, May 02, 2007 12:27 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 4

On Tue, 1 May 2007 13:54:43 -0400
Jesse Vincent <jesse at bestpractical.com> wrote:

> If, for the sake of argument, Best Practical were to rewrite RT, what 

> would you want to see in the new product?
> 
> Think big.
> 
> Jesse



From gentgeen at linuxmail.org  Wed May  2 16:06:20 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Wed, 2 May 2007 16:06:20 -0400
Subject: [rt-users] Using different Incoming Mail Server
In-Reply-To: <ad68da050705021156h58eeaa84kc0669a6e24877197@mail.gmail.com>
References: <ad68da050705021156h58eeaa84kc0669a6e24877197@mail.gmail.com>
Message-ID: <20070502160620.27275eb2@localhost.localdomain>

On Wed, 2 May 2007 14:56:16 -0400
"Richard Solid" <richardsolid at gmail.com> wrote:

> Hello,
> 
> I need to configure my RT server to receive the emails but from
another mail
> server.

<SNIPED>

We just use fetchmail on the RT server.  Then I run things from
fetchmail through procmail so that I can filter out spam and such.  The
formail command allows me to keep the Queues seperate, but still only
have one RT user on the RT server. (all \ mean long wrapped line.  take
out if you copy/paste and move all to one line)


rtuser at trouble:~$ cat .fetchmailrc 
set logfile /home/rtuser/logs/fetchmail.log
#------------------------------------------------
poll smtp.example.com protocol pop3 and port 995

# Queue 1
   username rt at example.com password xxxxxx
   mda '/usr/bin/formail -f \
   -A "X-Original-Account: rt at example.com" | \
   /usr/bin/procmail -d rtuser'

   username rt-comment at example.com password xxxxxx
   mda '/usr/bin/formail -f \ 
   -A "X-Original-Account: rt-comment at example.com" | \
   /usr/bin/procmail -d rtuser'

# Queue 2
   username rt2 at example.com password yyyyyyy
   mda '/usr/bin/formail -f \
   -A "X-Original-Account: rt2 at example.com" |  \
   /usr/bin/procmail -d rtuser'

   username rt2-comments at example.com password yyyyyyyy
   mda '/usr/bin/formail -f \ 
   -A "X-Original-Account: rt2-comments at example.com" | \
   /usr/bin/procmail -d rtuser'


rtuser at trouble:~$ cat .procmailrc 
# Standard Procmail variable declared here
#----------------------------------------------------------------------
# The condition line ensures that only messages smaller than 250 kB
# (250 * 1024 = 256000 bytes) are processed by SpamAssassin. Most spam
# isn't bigger than a few k and working with big messages can bring
# SpamAssassin to its knees.
:0fw
* < 256000
| /usr/bin/spamc -d 192.168.74.3 -p 783

# If the message was actually skipped, we want to know
:0Ef
| formail -A "X-Spam-Skipped:  Yes =Message not tested by SpamAssassin="
#-------------------------------------------------------
# Get Spam out of the way
:0:
* ^X-Spam-Status: Yes
$DEFAULT
#-----------------------------------------------------------
# I have a few other procmail recipes here
#-----------------------------------------------------------

# Helpdesk emails
:0
* ^X-Original-Account:.*rt at example.com
| /usr/bin/rt-mailgate --url http://your.url.here \ 
    --queue helpdesk --action correspond

:0
* ^X-Original-Account:.*rt-comment at example.com
| /usr/bin/rt-mailgate --url http://your.url.here \
    --queue helpdesk --action comment
#-----------------------------------------------------------
# Recuitment emails
:0
* ^X-Original-Account:.*rt2 at example.com
| /usr/bin/rt-mailgate --url http://your.url.here \
    --queue Recruitment --action correspond

:0
* ^X-Original-Account:.*rt2-comment at example.com
| /usr/bin/rt-mailgate --url http://your.url.here \
    --queue Recruitment --action comment

#---------------------------------------------------
# This drops any Unsorted mail into the INBOX
:0:
$DEFAULT



-- 
http://gentgeen.homelinux.org

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


From gentgeen at linuxmail.org  Wed May  2 16:10:20 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Wed, 2 May 2007 16:10:20 -0400
Subject: [rt-users] RT-4
In-Reply-To: <BAY139-F38DFB3F749B82E89863AD0D9420@phx.gbl>
References: <BAY139-F38DFB3F749B82E89863AD0D9420@phx.gbl>
Message-ID: <20070502161020.47566370@localhost.localdomain>

On Wed, 02 May 2007 13:34:47 -0500
"Carlos Ramon Lopez Midence" <caralomi at hotmail.com> wrote:

> - The one thing that we have come across that we don't seem to find a
> way to do it, it is searching in custom fields for ticket
> transactions, specifically in resolving a ticket. We use these custom
> fields to describe any issues that we may have had while resolving 
> the tickets and we also had labor to them. So having these custom 
> fields built into the query builder would be great.
> 


Have you added the specific Queue to the search box first?  You must
first sent the Queue to equal XXXXX then press the "add" button.  When
the page refreshes you will see the custom fields that go with that
Queue.

-- 
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 njt at ayvali.org  Wed May  2 16:06:45 2007
From: njt at ayvali.org (N.J. Thomas)
Date: Wed, 2 May 2007 16:06:45 -0400
Subject: [rt-users] Chinese tickets: body okay, subject not
In-Reply-To: <ad68da050705021156h58eeaa84kc0669a6e24877197@mail.gmail.com>
References: <ad68da050705021156h58eeaa84kc0669a6e24877197@mail.gmail.com>
Message-ID: <20070502200645.GM9113@ayvali.org>

We have a user sending us tickets in the Simplified Chinese charset
(gb2312).

The body renders fine in RT 3.4.5 (as viewed through Firefox), but the
Subject seems to get munged, all we see is question marks.

Is this a known bug, a feature, or do I have some parameter switched off
somewhere?

Thomas


From epeterson at edc.org  Wed May  2 16:43:43 2007
From: epeterson at edc.org (Erik Peterson)
Date: Wed, 2 May 2007 16:43:43 -0400
Subject: [rt-users] RT 4
In-Reply-To: <20070502152706.180899ce@localhost.localdomain>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<20070502152706.180899ce@localhost.localdomain>
Message-ID: <35589DD47219F14BBFE1446979A831B40965DFD3@athena.ad.edc.org>

> -----Original Message-----
> > If, for the sake of argument, Best Practical were to rewrite RT,
what
> 
> > would you want to see in the new product?
> >
> > Think big.
> 
<snip>
> 
> I would also like to put a vote AGAINST ajax like improvements.  I
like
> the simplicity, and with the simplicity, the choices.  With straight
> HTML, I know it will work in Firefox, Dillo, Lynx, my PDA, etc.  Now
> cleaning up the HTML Themes, better CSS, bringing the appearance out
of
> the 1990's, etc.. that would be OK/GREAT and I understand that some is
> there in 3.6/7.  I have tried a number of ajax apps on slower
> computers/slower connections, less capable browsers, etc., and it is
> just not an enjoyable experience.  We have to remember that not all
> users are able to have a brand new computer, with a huge pipeline.

I would suggest that any AJAX implementation be a well-planned one
(unobtrusive, progressive, and configurable) like Hijax (see Jeremy
Keith's book: http://bulletproofajax.com/ if you're interested).  Well
implemented ajax or ahah solutions can actually speed up a site
considerably on slower machines/connections as long as they're done well
(but that's a big "if") since they can reduce the turn around on page
loads.  The trick is to avoid doing it just because it's cool and to do
it where it would help the process.
 
> Sorry for the negative, but there was so much positive for this one,
> and I am not 100% sold on the idea of ajax/ruby being as great as it
is
> hyped (I may be the only one :-?  )

I didn't see it as negative as much as cautionary and that's a good
thing.  I imagine that RT's rewrite would be based more on Jifty,
http://jifty.org/ since that's one of Jesse's other hobbies.
http://hiveminder.com is built on Jifty and works completely fine with
or without javascript and I can only imagine that it wouldn't be
tremendously difficult to have a preference of "turn off the cool
features" rather than needing to disable Javascript.

But your point is completely valid: "We have to remember that not all
users are able to have a brand new computer, with a huge pipeline." And
hopefully good coding will take that into account with or without ajax
on top.

My personal vote is for per-user configurable scrips and a more advanced
ui for creating/testing scrips.

_Erik


-- 
Erik Peterson
Education Development Center, Inc.
http://main.edc.org/



From wright at smx.pair.com  Wed May  2 17:33:33 2007
From: wright at smx.pair.com (Dan Wright)
Date: Wed, 2 May 2007 17:33:33 -0400 (EDT)
Subject: [rt-users] Two transactions for each comment / correspondence
Message-ID: <Pine.BSF.4.58.0705021726120.97416@smx.pair.com>


Hi all,

  I'm using a rather old RT, I guess (6.2.1).  Hopefully that won't matter.

  I'm trying to write a custom Scrip Action that logs some data to an external
application every time a user comments or corresponds on a ticket.

  One thing that I've discovered is that when you click on "Comment" through the
web interface, it creates a comment transaction and invokes all of the "on
comment" scrips.  But then when you click on submit button with your comment it
creates a second comment transaction and invokes the scrips again.  I'm having
trouble finding a way to progmatically tell these two events apart.

  For correspondences, it is slightly easier because you can just look for
$self->TransactionObj->Attachments, but comments don't seem to have these.

  Any advice on telling the difference between the start making a comment
transaction and the complete and submit the comment transaction?

Thanks,
-Dan


Daniel J. Wright                           wright at pair.com
Lead Software Developer, pairNIC   https://www.pairnic.com
pair Networks, Inc.                    http://www.pair.com


From njt at ayvali.org  Wed May  2 17:48:47 2007
From: njt at ayvali.org (N.J. Thomas)
Date: Wed, 2 May 2007 17:48:47 -0400
Subject: [rt-users] Chinese tickets: body okay, subject not
In-Reply-To: <20070502200645.GM9113@ayvali.org>
References: <ad68da050705021156h58eeaa84kc0669a6e24877197@mail.gmail.com>
	<20070502200645.GM9113@ayvali.org>
Message-ID: <20070502214847.GO9113@ayvali.org>

Ugh, sorry about replying to an already-existing message, I usually blow
away the original message-id before I do that....

Thomas


From gentgeen at linuxmail.org  Wed May  2 18:51:57 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Wed, 2 May 2007 18:51:57 -0400
Subject: [rt-users] Debian with RT 3.4 package install - trouble with
	crontool
Message-ID: <20070502185157.3c2ccc89@localhost.localdomain>


I am running Debian Stable, with the package install of RT 3.4  

The bosses would like to see some automatic Escalation.  After looking
at the wiki (
http://wiki.bestpractical.com/index.cgi?AnotherConfigurationEscalationExample
) I tried the following:

 
rtuser at trouble:~$ rt-crontool --search RT::Search::ActiveTicketsInQueue
--search-arg testing --action RT::Action::EscalatePriority

But got the following error:


Can't locate /etc/request-tracker3.4/RT_SiteConfig.pm in @INC (@INC
contains: /usr/local/share/request-tracker3.4/lib
/usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.4
/usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5
/usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at
/usr/share/request-tracker3.4/lib/RT.pm line 123.


I tried changing the variable in /usr/share/request-tracker3.4/lib/RT.pm
to:

$SITE_CONFIG_FILE = "RT_SiteConfig.pm";

and then added a symlink in /usr/local/share/request-tracker3.4/lib to
/etc/request-tracker3.4/RT_SiteConfig.pm

when I tried re-running the rt-crontool command, I got a different
error.  So as to not break anything, I just set things back to "normal"


RT on 3.4 has be stable for quite some time in Debian, so I can not
imagine this is a bug, so I am guessing I am doing something wrong.  If
anyone could give me a few pointers where to look, I would appriciate
it.  If this truly seems like a bug, I will be more then happy to turn
it in.  I just can image that something as simple as this would not have
been caught already by the Debian users on this list :-)




-- 
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 wright at smx.pair.com  Wed May  2 19:22:39 2007
From: wright at smx.pair.com (Dan Wright)
Date: Wed, 2 May 2007 19:22:39 -0400 (EDT)
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <Pine.BSF.4.58.0705021822360.97416@smx.pair.com>


On Tue, 1 May 2007, Jesse Vincent wrote:

> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?

1.  An easy migration path for version 3 installs with custom code.

2.  Ability to store one ticket in multiple queues.

3.  Ability to add custom fields to any kind of object, not just tickets
(Particularly Users and Queues)

4.  A special kind of custom property that allows individual users to each store
their own unique value for the property.  For example:  user joe can set value
123 for property x on object y, and user jane can set value 456 on the same
property.  Each user sees the value they set.  (Ability to see other values set
optional but unimportant to me)  I mostly want this in combination with request
#3 above so that I can store per-queue and per-user preferences for each user.

5.  Tickets created by unrecognized e-mail addresses held in a separate table
until moderated.  No ticket id assigned, user account not auto-created until
ticket is approved.

6.  The ability to add multiple statuses that are functionally equivalent to the
ones that already exist would be useful.  For example, I might want to have two
or three statuses that all mean "Stalled".  Doing a search for tickets where
status = stalled would find all of them, but I would also have the option of
searching for tickets with each kind of stalled ticket.

7.  Ability to get some feedback from /NoAuth/mail-gateway, like the ticket #
just created.

8.  Ability to disable certain global options (scrips, watchers, etc..) for some
queues.

9.  I'd like the ability to specify multiple $CanonicalizeEmailAddressMatch /
$CanonicalizeEmailAddressReplace pairs.

10.  Ability to merge users the same way that tickets may be merged now.  When
users write in from three different addresses and have new user accounts auto
created, I want a way to teach RT "these are all the same person".

11.  More documentation.


(and can I get fries with that?)


Thanks,
-Dan




From a.nicols at lancs.ac.uk  Wed May  2 19:54:26 2007
From: a.nicols at lancs.ac.uk (Andrew Nicols)
Date: Thu, 3 May 2007 00:54:26 +0100
Subject: [rt-users] Debian with RT 3.4 package install - trouble with
	crontool
In-Reply-To: <20070502185157.3c2ccc89@localhost.localdomain>
References: <20070502185157.3c2ccc89@localhost.localdomain>
Message-ID: <60f3c11a0705021654v1bc4264dj89cd83534c769037@mail.gmail.com>

On 5/2/07, Kevin Squire <gentgeen at linuxmail.org> wrote:
>
> I am running Debian Stable, with the package install of RT 3.4
No longer stable ;)

> rtuser at trouble:~$ rt-crontool --search RT::Search::ActiveTicketsInQueue
> --search-arg testing --action RT::Action::Escalatriority
>
> But got the following error:
>
>
> Can't locate /etc/request-tracker3.4/RT_SiteConfig.pm in @INC (@INC
> contains: /usr/local/share/request-tracker3.4/lib
> /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.4
> /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5
> /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at
> /usr/share/request-tracker3.4/lib/RT.pm line 123.

As the user you're using, rtuser judging from the above extract, can
you access RT_SiteConfig.pm
IIRC, The permissions on RT_SiteConfig.pm is owned by root:root with
600 permissions so only root can view the file, hence the can't locate
error.
Try running the crontool with some kind of root permissions and see
where you can go from there.

Andrew

-- 
do be do be doh!


From sashag at austbrokers.com.au  Thu May  3 02:19:14 2007
From: sashag at austbrokers.com.au (Sasha Gerrand)
Date: Thu, 3 May 2007 16:19:14 +1000
Subject: RTx::Statistics contributers (Was -> [rt-users] RT 4)
In-Reply-To: <63BEA5E623E09F4D92233FB12A9F7943F45CDD@emailmn.mqsoftware.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com><NGBBLJJLDKGDEEDPHOBAOEGIPNAA.Robert.Grasso@cedrat.com>
	<63BEA5E623E09F4D92233FB12A9F7943F45CDD@emailmn.mqsoftware.com>
Message-ID: <11C1048FB499954D9C888EF15148AF0C9F9479@austbdc.austbrok.local>

Hi,

Count me in.

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:  0448 278 500 
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
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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 Kelly F.
Hickel
Sent: Thursday, 3 May 2007 3:15 AM
To: Robert Grasso; Jesse Vincent; RT Users
Subject: RE: [rt-users] RT 4


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- 
> bounces at lists.bestpractical.com] On Behalf Of Robert Grasso
> Sent: Wednesday, May 02, 2007 11:05 AM
> To: Jesse Vincent; RT Users
> Subject: RE: [rt-users] RT 4
> 
> Thank you for asking Jesse,
> 
> As Sven Sternberger just asked for, we would appreciate an embedded 
> statistics module. Currently, this is only available as a contribution

> - which works with some bugs, and it does not seem to be maintained 
> anyway - and we are about to use it intensely for auditing and 
> improving our QA.

[Kelly F. Hickel] If there's anyone out there that wants to be a
contributor to RTx::Statistics, let me know. I simply haven't had any
time to even merge the pile of patches I've got sitting here, much lest
test and improve anything.

Hopefully that will change, as we're going to step up our internal use
of RT, so I may get some cycles to burn on it again.

-Kelly

> 
> Best regards
> 
> ---
> Robert GRASSO
> System Engineer
> 
> CEDRAT
> 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE
> Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 
> mailto:Robert.Grasso at cedrat.com
> ---
> Support service       : mailto:support at cedrat.com
> Commercial service : mailto:cedrat at cedrat.com
> Web site                  : http://www.cedrat.com
> 
> 
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jesse 
> > Vincent
> > Sent: Tuesday, May 01, 2007 7:55 PM
> > To: RT Users
> > Subject: [rt-users] RT 4
> >
> >
> > If, for the sake of argument, Best Practical were to rewrite RT,
> what
> > would you want to see in the new product?
> >
> > Think big.
> >
> > Jesse
> >
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> 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 Justin.Hayes at orbisuk.com  Thu May  3 04:03:26 2007
From: Justin.Hayes at orbisuk.com (Justin Hayes)
Date: Thu, 3 May 2007 09:03:26 +0100
Subject: [rt-users] TicketSQL search for requested tickets of current user?
In-Reply-To: <6.2.1.2.2.20070502081213.02d19d68@mail.sdsu.edu>
References: <C1EBA6DE-3ADE-4445-B597-DAE27AF6C7D0@orbisuk.com><6.2.1.2.2.20070501083306.02ce85f8@mail.sdsu.edu><EB773EC4-2424-48A6-94A0-91FEF6E0727B@orbisuk.com>
	<6.2.1.2.2.20070502081213.02d19d68@mail.sdsu.edu>
Message-ID: <E44032B0-E66A-4C12-BF5E-E656C74B2FC6@orbisuk.com>

hmm thanks for trying though Gene - much appreciated.

I've written a few custom At a Glance modules to show open tickets by  
requestor, owner and priority grouped, as it appears you can't do  
aggregate columns in the query builder?

So for example I get a little box on the At a Glance screen with

Open Tickets by Requestor
blah at blah.com	4
foo at bar.com	2
jsmith			6

and those link using something like http://openbugrt.orbis/Search/ 
Results.html?Query=Requestor.RealName='Justin Hayes' AND (Status =  
'new' OR Status = 'open')

So a requestor can find his open tickets that way, I just wanted to  
be able to provide a section like the My Tickets one for requestors  
using CurrentUser, without writing another customer module. Maybe I'm  
going to have to go down that route....

Cheers,

Justin

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



On 2 May 2007, at 18:13, Gene LeDuc wrote:

> I haven't done much with TicketSQL, but I love puzzles so I just  
> spent a couple hours messing with Query Builder.  I tried  
> "Requestor.Id='22'" where '22' is my user id, and I got the full  
> list of tickets, so the problem is not with using Requestor.Id in a  
> query.  Then I tried "Requestor.Id='__CurrentUser__'" and got no  
> tickets.  I'm guessing that when you see "__CurrentUser__"  
> displayed in the Query Builder, it's only RT's way of representing  
> the current user "for display purposes only."  If you use it in a  
> query, Query Builder doesn't know what to do with it.
>
> Try this.
> Go to your Home Page.  make sure that there is at least 1 ticket  
> listed under "10 highest priority tickets I own".  Click the "edit"  
> link to the right.  Click the "Search - My Tickets" link on the  
> next screen.  From the resulting Query Builder screen, click "Add  
> and Search" without making any changes.  Since you didn't modify  
> the query at all, you would expect to see the same tickets that  
> were listed on your Home Page.  When I do this I get "Found 0  
> tickets".
>
> Requestor.Id works fine.  The problem seems to be that  
> "__CurrentUser__" doesn't actually translate to "the current user's  
> id" in the Query Builder.
>
> I don't have an answer that works.
>
> At 05:40 AM 5/2/2007, Justin Hayes wrote:
>> Thanks Gene
>>
>> Is there any documentation on what's possible or am I going to  
>> have to figure this out from code?
>>
>> The TicketSQL page on the wiki doesn't seem to contain much.....
>>
>> Cheers,
>>
>> Justin
>>
>> ------------------------------------------------------
>> Justin Hayes
>> Support Manager
>> justin.hayes at orbisuk.com
>>
>>
>>
>> On 1 May 2007, at 16:35, Gene LeDuc wrote:
>>
>>> Hi Justin,
>>>
>>> I'm pretty sure that Requestor is a group rather than an  
>>> individual (a ticket can have multiple requestors, but only a  
>>> single owner).  You might see if there are any functions that  
>>> check for group membership in TicketSQL.
>>>
>>> Gene
>>>
>>> At 06:35 AM 5/1/2007, Justin Hayes wrote:
>>>> Hi,
>>>>
>>>> The customers I support (the Requestors) will be using the At A  
>>>> Glance screen rather than SelfService. I would like to create a  
>>>> saved search that will display tickets requested by the  
>>>> currently logged in user.
>>>>
>>>> I know you can do Owner = '__CurrentUser__' in a search, but is  
>>>> there an equivalent for Requestor?
>>>>
>>>> I've tried Requestor = '__CurrentUser__', Requestor.id,  
>>>> Requestor.Name, Requestor.RealName etc etc but none seem to  
>>>> work. Can't see anything about this on the Wiki so thought I'd  
>>>> ask here.
>>>>
>>>> Thanks in advance for any help!
>>>>
>>>> ------------------------------------------------------
>>>> Justin Hayes
>>>> Support Manager
>>>> justin.hayes at orbisuk.com
>>>>
>>>>
>>>>
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly  
>>>> Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>> -- 
>>> Gene LeDuc, GSEC
>>> Security Analyst
>>> San Diego State University
>
> -- 
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University

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From romansteve at gmail.com  Thu May  3 06:25:16 2007
From: romansteve at gmail.com (Roman Steven)
Date: Thu, 3 May 2007 06:25:16 -0400
Subject: [rt-users] rt::date question
Message-ID: <552eaa670705030325i31f6e6f7i5b653ae9a1ed2cde@mail.gmail.com>

HI,

I'm using rt 363.  I've created some dates using rt::date in the ->ISO
format. They look like they are being stored in gmt , but I would like
to display them in est.  These dates I am creating are not part of any
ticket.  Is there any method I can use to display them in est?  I am
not able to use mysql's convert_tz.

Thanks again,
Roman


From romansteve at gmail.com  Thu May  3 06:40:44 2007
From: romansteve at gmail.com (Roman Steven)
Date: Thu, 3 May 2007 06:40:44 -0400
Subject: [rt-users] Re: RT 4
Message-ID: <552eaa670705030340n688c0485i41daca646ea3481c@mail.gmail.com>

Instead of adding rows and expanding the width of the Content field to
make it bigger, have it open in a window with the ability to adjust
it's size.


From barry.byrne at wbtsystems.com  Thu May  3 07:18:53 2007
From: barry.byrne at wbtsystems.com (Barry Byrne)
Date: Thu, 3 May 2007 12:18:53 +0100
Subject: [rt-users] 3.6.3 install not emailing ticket updates
In-Reply-To: <003d01c78cba$d1aead80$69010c0a@dublin.wbtsystems.com>
References: <003d01c78cba$d1aead80$69010c0a@dublin.wbtsystems.com>
Message-ID: <000c01c78d74$d580f6b0$69010c0a@dublin.wbtsystems.com>

All:

Am still having 7 log entries when a ticket history is updated. However,
I've solved the problem of no mail being sent - was my own error - I was
updating a ticket owned by me, so it appears no mail is sent - I wasn't
aware of this. 

Also, the UserDefined error was a typo in a scrip one of our users had
created. So that's fixed.

The errors are logged regardless of whether the database is the default one
shipped with RT or my upgraded one.

Would be happier if I could figure out why errors are being logged, but
everything appears to be working OK, though any clues as to why or how to
solve, would be appreciated.

Regards,

Barry 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Barry Byrne
> Sent: 02 May 2007 14:07
> To: RT-Users at lists.bestpractical.com
> Subject: [rt-users] 3.6.3 install not emailing ticket updates
> 
> Hi,
> 
> Having a problem whereby update emails to tickets are not 
> being sent by
> mail, although they do appear in the ticket history. I'm seeing the
> following errors in the message log:
> 
> When I first click 'Reply':
> 
> May  2 13:55:37 hermes RT: Use of uninitialized value in 
> substitution (s///)
> at /usr/local/rt3/lib/RT/Interface/Web.pm line 617.
> (/usr/local/rt3/lib/RT/Interface/Web.pm:617)
> May  2 13:55:37 hermes RT: Encode::Guess failed: ; fallback 
> to iso-8859-1
> (/usr/local/rt3/lib/RT/I18N.pm:414)
> 
> There are two copies of the last line.
> 
> 
> Then when I click 'Update':
> 
> May  2 13:57:00 hermes RT: Use of uninitialized value in 
> pattern match (m//)
> at /usr/local/rt3/lib/RT/Interface/Web.pm line 1390.
> (/usr/local/rt3/lib/RT/Interface/Web.pm:1390)
> 
> There are four copies of this last line.
> 
> 
> I also see the following log entry when a ticket is submitted 
> via email to
> the system - although it does appear to be correct in the 
> system. And I do
> get an email reply generated and sent successfully, so it 
> would appear that
> mail is working.
> 
> May  2 13:58:43 hermes RT: Scrip 23 Commit failed: syntax 
> error at (eval
> 725) line 28, near ")         {" syntax error at (eval 725) 
> line 46, near "}
> }" (/usr/local/rt3/lib/RT/Action/UserDefined.pm:81)
> 
> 
> In case it's of interest. This is with RT 3.6.3 installed via 
> the ports on
> FreeBSD 6.2 Release. Running with apache 2.2.4 and mod_perl. 
> All ports are
> up to date.
> 
> I saw another similar thread which mentioned updating CGI.pm 
> - however I am
> on the latest one (3.29).
> 
> This is a fresh RT 3.6.3 install, with a database originally 
> from a 3.0.11
> system. All upgrade scripts have been run on the database, 
> and I haven't
> noticed any other errors.
> 
> Any help would be very much appreciated as I can't progress 
> with upgrading
> our older system until I resolve this, in particular the responses not
> getting emailed.
> 
> Many thanks,
> 
> Barry Byrne
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From baloo at ursine.ca  Thu May  3 08:01:18 2007
From: baloo at ursine.ca (Paul Johnson)
Date: Thu, 03 May 2007 05:01:18 -0700
Subject: [rt-users] Re: Email recipients confusing!
References: <46379569.4010900@genarts.com>
Message-ID: <1547082.gk8mUjL1VT@ursa-major.ursine.ca>

Gary Oberbrunner wrote in Article <46379569.4010900 at genarts.com> posted to
gmane.comp.bug-tracking.request-tracker.user:

> One more thing to add to my questions...  hope you folks don't mind.
> 
> I'd like my people here to be able to reply to a ticket from their own
> email instead of the web interface sometimes, and cc RT so it goes into
> the record
> of the ticket.  If they do that, should they just cc support-rt-comment
> instead of support-rt, to prevent RT from forwarding that email to the
> requestor and others?

yes.

-- 
Paul Johnson
Email and IM (XMPP & Google Talk): baloo at ursine.ca




From baloo at ursine.ca  Thu May  3 08:00:34 2007
From: baloo at ursine.ca (Paul Johnson)
Date: Thu, 03 May 2007 05:00:34 -0700
Subject: [rt-users] Re: Email recipients confusing!
References: <4637824F.20306@genarts.com>
Message-ID: <1978057.9fl0FCZDhU@ursa-major.ursine.ca>

Gary Oberbrunner wrote in Article <4637824F.20306 at genarts.com> posted to
gmane.comp.bug-tracking.request-tracker.user:

> Hi; I'm trying to set up RT at my company, for handling incoming support
> requests from outside via email.  I'm using latest 3.6.3 on Linux.
> 
> I want to make sure that RT only sends the emails I want, to the people I
> want.  I'm looking at the scrips, and I have some questions, probably
> simple. First, I'm not sure how each group is defined:
> 
>  Requestors: the original sender of the email (from the From: header?)
>    or the web creator of the ticket; anyone else?

The original sender, yes.

>  CCs: how do you get on/off this list?
>  AdminCCs: how do you get on/off this list?
>  Other Recipients: what is this?

The People tab lets you define these on a particular ticket.  They get CCs.

> In the scrip Actions, what does "Notify ... as Comment" mean?

No email is generated, it adds a comment to the ticket.

-- 
Paul Johnson
Email and IM (XMPP & Google Talk): baloo at ursine.ca




From sturner at MIT.EDU  Thu May  3 09:16:30 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 03 May 2007 09:16:30 -0400
Subject: [rt-users] Re: Email recipients confusing!
In-Reply-To: <1978057.9fl0FCZDhU@ursa-major.ursine.ca>
References: <4637824F.20306@genarts.com>
	<1978057.9fl0FCZDhU@ursa-major.ursine.ca>
Message-ID: <6.2.3.4.2.20070503091507.03dc1cc8@po14.mit.edu>

At Thursday 5/3/2007 08:00 AM, Paul Johnson wrote:
>Gary Oberbrunner wrote in Article <4637824F.20306 at genarts.com> posted to
>gmane.comp.bug-tracking.request-tracker.user:
>
> >  Other Recipients: what is this?

This refers to additional one-time Cc & Bcc recipients you type in on 
the reply/comment screen. They receive copies of the reply or comment 
but are not added to the ticket as watchers.

Steve 



From richardsolid at gmail.com  Thu May  3 09:30:40 2007
From: richardsolid at gmail.com (Richard Solid)
Date: Thu, 3 May 2007 09:30:40 -0400
Subject: [rt-users] Deferred: prog mailer (/usr/sbin/smrsh) exited with
	EX_TEMPFAIL
Message-ID: <ad68da050705030630q2aeb5c68m5ef2df44f8eccaef@mail.gmail.com>

Hello,

According to http://wiki.bestpractical.com/index.cgi?ManualInstallation

It saids that if I'm using sendmail I most likely need to copy (cp)
rt-mailgate to /etc/smrsh or create a symbolic link and change /opt/rt3/bin
above to /etc/smrsh or sendmail will complain. So I copied rt-mailgate to
/etc/smrsh

this is how my /etc/aliases file looks like

rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://rt.domain.tld
"
rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment
--url http://rt.domain.tld"

After this I ran newaliases to update


I send an email to rt at rt.domain.tld and I get the following error message:


May  2 17:37:12 rt sendmail[2668]: l42LbChW002668: from=<me at X.com>,
size=1854, class=0, nrcpts=1, msgid=<
007601c78d02$2e95d1d0$7100000a at mycomputer>,
proto=ESMTP, daemon=MTA, relay=mail.X.tld [10.0.0.1]
May  2 17:37:12 rt sendmail[2669]: l42LbChW002668:
to="|/etc/smrsh/rt-mailgate --queue development --action correspond --url
http://rt.domain.tld", ctladdr=<rt at rt.domain.tld> (8/0), delay=00:00:00,
xdelay=00:00:00, mailer=prog, pri=32042, dsn=4.0.0, stat=Deferred: prog
mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
My /var/log/rt/rt.log is owned by apache and it supposed to be logging
messages but its not. the only place where I can find error messages is
/var/log/maillog.

According to the message I got above it seems that even thought I
specified /etc/smrsh/rt-mailgate
the sendmail.cf is still looking to use /usr/sbin/smrsh as the mailer.

Any inputs?

Thanks.
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From Steve_McStravick at BreconRidge.com  Thu May  3 09:47:46 2007
From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com)
Date: Thu, 3 May 2007 09:47:46 -0400
Subject: [rt-users] Problem with SelfService/Display.html
Message-ID: <OFD58C43D5.BA98E751-ON852572D0.004A2E55-852572D0.004BC921@breconridge.com>





I'm using RT 3.6.3 with a couple of the Wiki-Contributions added and I'm
getting the following results when a non-privileged user creates a ticket
via the Web Interface:
The URL is {rt-host}/SelfService/Display.html

I even tried removing all of the customization by removing the local
directory and cleared mason...restarted Apache and I still get the error.

Notes: The Title doesn't show the Subject/ #...,the Basics are all messed
up and no history is displayed.
     The ticket is properly created and displays properly when I look at it
through "Open Tickets"
     However the URL displays :{rt-host}/SelfService/Display.html?id=3809
     As you can see it's getting RT 3.5.x from somewhere!


RT Self Service / #:

Results
      Ticket 3809 created in queue 'IS/IT Support'
                                                                            
 The Basics                                                                 
                                                                            
                                                                            
                                                                            
 Id:                                                                        
                                                                            
 Status:                                                                    
              Project-Id-Version: RT 3.5.x PO-Revision-Date: 2005-10-03     
              13:44-0400 Last-Translator: FULL NAME Language-Team: rt-devel 
              MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8     
              Content-Transfer-Encoding: 8bit                               
 Left:                                                                      
              min                                                           
 Priority:                                                                  
              /                                                             
 Queue:                                                                     
                                                                            
                                                                            
                                                                            



Unfortunately I'm not a programmer, so any help on how to debug this would
be greatly appreciated!



Steve McStravick
Business Systems Analyst - MES
BreconRidge
www.breconridge.com



From garyo at genarts.com  Thu May  3 13:31:18 2007
From: garyo at genarts.com (Gary Oberbrunner)
Date: Thu, 03 May 2007 13:31:18 -0400
Subject: [rt-users] Re: RT-Users Digest, Vol 38, Issue 17
In-Reply-To: <20070503135022.768284D83A0@diesel.bestpractical.com>
References: <20070503135022.768284D83A0@diesel.bestpractical.com>
Message-ID: <463A1C66.8090503@genarts.com>

>> Hi; I'm trying to set up RT at my company, for handling incoming support
>> > requests from outside via email.  I'm using latest 3.6.3 on Linux.
>> > 
...
>> >  CCs: how do you get on/off this list?
>> >  AdminCCs: how do you get on/off this list?
>> >  Other Recipients: what is this?
> 
> The People tab lets you define these on a particular ticket.  They get CCs.

And I'm guessing anyone who updates the ticket gets auto-added or something.
Thanks for the help!  I think I'm almost ready to roll it out.

>> > In the scrip Actions, what does "Notify ... as Comment" mean?
> 
> No email is generated, it adds a comment to the ticket.

OK, that's confusing (at least to me)!   What's the point then of
differentiating between (say) Notify AdminCcs as Comment, and Notify
Requestors as Comment?  Nobody actually gets notified at all really.  In fact,
isn't this a noop:
  On Comment Notify AdminCcs as Comment with template Admin Comment
since the comment was already created?

thx again,

-- Gary


From ben at computerhelpme.com  Thu May  3 14:23:05 2007
From: ben at computerhelpme.com (Ben Weston)
Date: Thu, 03 May 2007 14:23:05 -0400
Subject: [rt-users] Problems with 3.4.5 with Firefox
Message-ID: <463A2889.9070601@computerhelpme.com>

Anyone else run into this?

Periodically, my RT will just sit and sit and sit when I access it 
through Firefox.  It works fine for IE, no one else in the company is 
having any problems (they use IE almost exclusively).  When I fire up a 
session side-by-side with Firefox in IE, the IE version works fine for 
me as well, while the Firefox just sitting at the "Waiting for RT.XXXXX.com"


Thoughts, suggestions?

Thanks,
Ben



From sturner at MIT.EDU  Thu May  3 14:22:44 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 03 May 2007 14:22:44 -0400
Subject: [rt-users] Re: RT-Users Digest, Vol 38, Issue 17
In-Reply-To: <463A1C66.8090503@genarts.com>
References: <20070503135022.768284D83A0@diesel.bestpractical.com>
	<463A1C66.8090503@genarts.com>
Message-ID: <6.2.3.4.2.20070503141800.03dc8758@po14.mit.edu>

At Thursday 5/3/2007 01:31 PM, Gary Oberbrunner wrote:


> >> > In the scrip Actions, what does "Notify ... as Comment" mean?
> >
> > No email is generated, it adds a comment to the ticket.

This is incorrect - email is of course generated. What "as 
comment"  means is that the reply-to address on the outgoing mail is 
the queue's comment address. So when someone responds to that mail, 
it comes into RT and is appended to the ticket as a comment.

Steve

>OK, that's confusing (at least to me)!   What's the point then of
>differentiating between (say) Notify AdminCcs as Comment, and Notify
>Requestors as Comment?  Nobody actually gets notified at all really.  In fact,
>isn't this a noop:
>   On Comment Notify AdminCcs as Comment with template Admin Comment
>since the comment was already created?
>
>thx again,
>
>-- Gary




From steiner.mary at gmail.com  Thu May  3 14:39:27 2007
From: steiner.mary at gmail.com (Mary Steiner)
Date: Thu, 3 May 2007 12:39:27 -0600
Subject: [rt-users] using procmail to filter autoreply for RT
Message-ID: <d4b283440705031139n4d19bd25qc46685d245eb1d93@mail.gmail.com>

Hi,
I am trying to filter email sent to rt due to out of office autoreplies.


*I have an aliases set up in /etc/aliases as:*
IT.Help: "|/usr/bin/procmail -m /usr/local/etc/procmail/rt.rc"

My rt.rc file has permissions 644

*My rt.rc files looks like:*
PATH=/usr/local/bin:/bin:/usr/bin
LOGFILE=/var/log/procmail.log

#procmailrc recipe for dropping mail matching a string anywhere in the
header
:0 h
* auto-replied (zimbra; vacation)
/dev/null
#end of recipe
:0w
| /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com/ --queue IT.Help --
action correspond


*The error message I receive when sending email to
**it.help at mydomain.com*<it.help at mydomain.com>
* is:*
----- The following addresses had permanent fatal errors -----
"|/usr/bin/procmail -m /usr/local/etc/procmail/rt.rc"
(reason: Can't create output)
(expanded from: <it.help at rt.mydomain.com>)

----- Transcript of session follows -----
procmail: Couldn't read "/usr/local/etc/procmail/rt.rc"
550 5.0.0 "|/usr/bin/procmail -m /usr/local/etc/procmail/rt.rc"... Can't
create output

I am not sure which user procmail is trying to run rt.rc as, but I have a
feeling that my error message is related to who the user is that is running
rt.rc.

Any ideas are appreciated!
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From mcdent at gmail.com  Thu May  3 15:07:55 2007
From: mcdent at gmail.com (Mike Dent)
Date: Thu, 3 May 2007 20:07:55 +0100
Subject: [rt-users] Reminders in 3.6?
Message-ID: <9e769e4e0705031207k6c125c37x6b571c1b805f115e@mail.gmail.com>

Hi,
I've just upgraded to 3.6.3 from 3.4.1. I notice the new reminders feature.

How is this supposed to work or be used?

I tried setting a reminder for 6 months to remind me to call a
customer. This then appears on the "RT at a glance" page. I assume if
I add 20 more reminders for several
months down the line then each of these will appear on this screen.

Is it possible to have them appear on the front screen only a day, or
a predefined time before the reminder date?

Thanks
Mike


From steiner.mary at gmail.com  Thu May  3 15:30:07 2007
From: steiner.mary at gmail.com (Mary Steiner)
Date: Thu, 3 May 2007 13:30:07 -0600
Subject: [rt-users] using procmail to filter autoreply for RT
In-Reply-To: <d4b283440705031139n4d19bd25qc46685d245eb1d93@mail.gmail.com>
References: <d4b283440705031139n4d19bd25qc46685d245eb1d93@mail.gmail.com>
Message-ID: <d4b283440705031230r77e3fb12m9feab4deff0284c9@mail.gmail.com>

Hi,
I am trying to filter email sent to rt due to out of office autoreplies.


*I have an aliases set up in /etc/aliases as:*
IT.Help: "|/usr/bin/procmail -m /usr/local/etc/procmail/rt.rc"

My rt.rc file has permissions 644

*My rt.rc files looks like:*
PATH=/usr/local/bin:/bin:/usr/bin
LOGFILE=/var/log/procmail.log

#procmailrc recipe for dropping mail matching a string anywhere in the
header
:0 h
* auto-replied (zimbra; vacation)
/dev/null
#end of recipe
:0w
| /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com/ --queue IT.Help --
action correspond


*The error message I receive when sending email to
**it.help at mydomain.com*<it.help at mydomain.com>
* is:*
----- The following addresses had permanent fatal errors -----
"|/usr/bin/procmail -m /usr/local/etc/procmail/rt.rc"
(reason: Can't create output)
(expanded from: < it.help at rt.mydomain.com>)

----- Transcript of session follows -----
procmail: Couldn't read "/usr/local/etc/procmail/rt.rc"
550 5.0.0 "|/usr/bin/procmail -m /usr/local/etc/procmail/rt.rc"... Can't
create output

I am not sure which user procmail is trying to run rt.rc as, but I have a
feeling that my error message is related to who the user is that is running
rt.rc.

Any ideas are appreciated!
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From lbarajas at mixbaal.com  Thu May  3 15:52:14 2007
From: lbarajas at mixbaal.com (Luis Barajas)
Date: Thu, 03 May 2007 14:52:14 -0500
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <463A3D6E.7040505@mixbaal.com>

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From aredman at education.ucsb.edu  Thu May  3 16:03:22 2007
From: aredman at education.ucsb.edu (Andrew Redman)
Date: Thu, 03 May 2007 13:03:22 -0700
Subject: [rt-users] Reminders in 3.6?
In-Reply-To: <9e769e4e0705031207k6c125c37x6b571c1b805f115e@mail.gmail.com>
References: <9e769e4e0705031207k6c125c37x6b571c1b805f115e@mail.gmail.com>
Message-ID: <463A400A.5070701@education.ucsb.edu>

Mike -

The query that finds reminders is located near the end of 
rt3/share/html/Elements/MyReminders. You can copy that to 
rt3/local/html/Elements and modify it, and I assume that with a little 
bit of creative query writing you could get what you want.

Hope that helps,
 - Andrew Redman

Mike Dent wrote:
> Hi,
> I've just upgraded to 3.6.3 from 3.4.1. I notice the new reminders 
> feature.
>
> How is this supposed to work or be used?
>
> I tried setting a reminder for 6 months to remind me to call a
> customer. This then appears on the "RT at a glance" page. I assume if
> I add 20 more reminders for several
> months down the line then each of these will appear on this screen.
>
> Is it possible to have them appear on the front screen only a day, or
> a predefined time before the reminder date?
>
> 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 lecaptainc at infinitytechnology.com  Thu May  3 17:05:19 2007
From: lecaptainc at infinitytechnology.com (Curt LeCaptain)
Date: Thu, 3 May 2007 16:05:19 -0500
Subject: [rt-users] NotifyCCs
Message-ID: <7A33EC13C24BAD428FB9E8339E5144C7479B00@crmsrv01.infinitytechnology.local>

Currently we're using RT 3.4.5, and I'm having some issues with scrips,
particularly on a Queue called Tech.

Here's what I'd like to happen:

Condition: On Transaction
Action: Notify Ccs
Template: Global Template Blank
Stage: TransactionCreate <----(Wondering if this is a problem or not)

Should send to a secondary queue on another server for tracking
purposes, which is defined as a permanent CC for that specific queue.

The only time that a Notify CC happens is when I'm replying.  Never on a
resolve/comment action, and I'm not sure why.

I've got the user created that I'm looking to use for this purpose, but
it only seems to run the CC action on a reply only, never any other
transaction.

Any suggestions would be great, if more info is needed, I can give that
as well.

Curt L.


From nmetrowsky at digitalglobe.com  Thu May  3 18:00:52 2007
From: nmetrowsky at digitalglobe.com (Nick Metrowsky)
Date: Thu, 3 May 2007 16:00:52 -0600
Subject: [rt-users] Re: RT 4
Message-ID: <C1BF1C58F42A304A899E2933C220F48AE966B4@COMAIL02.digitalglobe.com>

Hi Everyone,

 

First, thanks Jesse for soliciting input from the user community;
hopefully this input will improve the quality of the software. Second,
this message is not meant to be critical, as its goal to get the user
community more involved in the Request Tracker development process.

 

As I reviewed the responses to this thread the one constant I saw and
kept coming to mind was better technical documentation. A fair amount of
the ideas submitted could have been easily accomplished by writing an
extension to RT or a standalone script in perl. This is easier said than
done. I have written several reporting scripts and added a few code
modifications to Request Tracker to add functionality to the code. I
will say writing the code to do this was not very easy.

 

All I had to go on was looking at existing Request Tracker code, and
through trial and error, I was able to code what I wanted to do.
Sometimes the code to get certain data items amounted to less than 10
lines of code. But, to derive the 10 lines of code could take hours. I
also submitted questions to this forum and there were folks who were
very helpful when I truly got stuck.

 

What is sorely needed for Request Tracker is a true and serious
technical documentation manual. A manual that really explains all the
functions and calls used specifically in Request Tracker (libraries,
etc.), including example code. To the uninitiated looked through Request
Tracker code to figure out how to read ticket information, generate
reports, etc. is not a very pleasant experience. Fortunately, I was able
to use code from various contributed software extensions to construct
reports and Request Tracker extensions by extrapolating how something
was done and applied it to what I wanted to do.

 

I am surprised that there are not more contributions to the Request
Tracker archive; considering the number of sites which use Request
Tracker. Part of this reason is what is embodied in this message. A
good, solid technical manual would go a long way to improve Request
Tracker because more people will be able to understand how to construct
viable code.

 

In regards to handling mandatory fields, we came up with a compromise
solution. We only have folks who manage tickets the capability to log
into Request Tracker. We created a set of external CGI scripts which
capture the ticket data needed to populate a ticket. All field checking
is done within the CGI. Also, we are free to set up field widths any
size we like and format the CGI form in a more user friendly manner.
Once the user submits the ticket, the ticket is e-mailed directly into
Request Tracker through the ExtarctCustomFieldValues template (available
at the Wiki). We just make sure that the various field values are in the
body of the e-mail can be detectable by the ExtarctCustomFieldValues
template. Finally, we set up an unprivileged account called "guest",
which allows the user to view their new ticket via e-mail and via the
CGI script after they submit the ticket. We modified all the other
e-mail specific templates to include the "guest" account user name and
password in the URL. So far, we have had no issues with tickets not
being filled in properly; which has made many folks lives easier.
Finally, by using a CGI scripts and e-mail there is not direct
interaction with Request Tracker and the database.

 

As for reporting, I created several scripts which provide metrics on our
queues. These scripts can produced both text based and spreadsheet (perl
model request) for management and higher up review. These scripts used
some of the programming ideas in RTX::Statistics and rt-remind.pl, both
are available on the Wiki. Some additional programming had to come by
looking at Request Tracker code itself.

 

In regards to Asset Tracking and change control, we use Asset Tracker
and have a field called "Change Comments". When a person makes a change
on the asset, they put something into "Change Comments" which the value
is placed in the Asset history. While this is not very elegant it gets
the job done. In addition, I created a set of scripts which uses SSH
tunnels to obtain configuration information from our UNIX/Linux based
systems. The data is then filtered and a report is created for each
host. Another script parses the reports and updates various custom
fields for the appropriate asset maintained in Asset Tracker. This works
99.99% of the time; however, sometimes SSH will hang on systems which
ran out of disk space. We run this script against 300 systems each
night, barring SSH hangs, takes about 20 minutes to complete. With the
exception of updating custom fields in Asset Tracker, virtually all the
code does not require knowledge of the internals of Request Tracker or
Asset Tracker. As for the custom field updates, well this required
bothering the author of Asset Tracker a lot and reading through the
code.

 

Finally, the conclusion one should reach from this message that if there
was a solid technical documentation manual, much of what is being
requested could have been developed by the user community. What is
contained herein are some of my experiences over the past 18 months;
beyond that time I never heard of Request Tracker. I believe there
should be means for the user community to be provided the tool, in this
case technical documentation, to enhance Request Tracker beyond what is
provided today.

 

Nick

 

PS If someone tells me how to put a tar file on the Wiki, I will be glad
to provide some of the reports and code enhancements I mentioned in this
message. I would include in the tar file, a copy of the reports,
modifications to Request Tracker/Asset Tracker, modifications to
RTx::Statistics, the Asset Tracker SSH scripts and the CGI scripts. I
also have a manual I wrote for installing Request Tracker at our site
including all the enhancements we made to the Request Tracker code. My
Management believes in contributing back to the Open Source community so
this would not be an issue. Hopefully, some of these enhancements and
changes will make it into Request Tracker 4.

 

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

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

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

DigitalGlobe (r), An Imaging and Information Company

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

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

 

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From lwilson at chpdc.com  Thu May  3 18:16:44 2007
From: lwilson at chpdc.com (Lance Wilson)
Date: Thu, 3 May 2007 16:16:44 -0600
Subject: [rt-users] More User feedback
Message-ID: <000601c78dd0$bb8380a0$6d2c2d0a@ahs.dp>

One thing that I have noticed that the RT program is lacking is a good user
forum.  A non-email bulletin board to post, and more importantly search
through, for previously asked questions.  Can we get a discussion board
running?  And more importantly can it be manned by several of the lead
developers? (granted this is probably the wrong email list to post to about
this)
 
Lance Wilson
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From dlbewley at lib.ucdavis.edu  Thu May  3 18:45:47 2007
From: dlbewley at lib.ucdavis.edu (Dale Bewley)
Date: Thu, 03 May 2007 15:45:47 -0700
Subject: [rt-users] RT 4
In-Reply-To: <Pine.LNX.4.64.0705021027110.16209@orange.limedaley.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<Pine.LNX.4.64.0705021027110.16209@orange.limedaley.com>
Message-ID: <1178232347.4554.19.camel@tofu.lib.ucdavis.edu>

On Wed, 2007-05-02 at 10:29 -0400, Jon Daley wrote:
>  	I'd like to be able to merge users, so someone can respond with 
> any of the email addresses that he has, and they are all treated as the 
> same email address - ie. no reply to his other email address, if he logs 
> in, he will see all tickets requested by any of his email addresses.  It 
> would probably be nice to have the same password for all email accounts, 
> though that part isn't necessary.

A big +1 on that. My users unfortunately have 4 possible derivations of
their address and I can't force them to pick just one.
-- 
Dale Bewley - Unix Administrator - Shields Library - UC Davis
GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD  1753 064D 2583 B098 A0F3



From jesse at bestpractical.com  Thu May  3 19:45:16 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 3 May 2007 19:45:16 -0400
Subject: [rt-users] RT 4
In-Reply-To: <1178232347.4554.19.camel@tofu.lib.ucdavis.edu>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<Pine.LNX.4.64.0705021027110.16209@orange.limedaley.com>
	<1178232347.4554.19.camel@tofu.lib.ucdavis.edu>
Message-ID: <2A38B3AC-0F7E-48B1-B339-AE662D624FEF@bestpractical.com>


On May 3, 2007, at 6:45 PM, Dale Bewley wrote:

> On Wed, 2007-05-02 at 10:29 -0400, Jon Daley wrote:
>>  	I'd like to be able to merge users, so someone can respond with
>> any of the email addresses that he has, and they are all treated  
>> as the
>> same email address - ie. no reply to his other email address, if  
>> he logs
>> in, he will see all tickets requested by any of his email  
>> addresses.  It
>> would probably be nice to have the same password for all email  
>> accounts,
>> though that part isn't necessary.
>
> A big +1 on that. My users unfortunately have 4 possible  
> derivations of
> their address and I can't force them to pick just one.

Done, I think.

http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/

Though with 4 derivations, you should be able to just drop in a  
custom CanonicalizeAddress sub that does the magic on create for new  
users.


> -- 
> Dale Bewley - Unix Administrator - Shields Library - UC Davis
> GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD  1753 064D 2583 B098 A0F3
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From matthew at sorbs.net  Thu May  3 19:42:22 2007
From: matthew at sorbs.net (Matthew Sullivan)
Date: Fri, 04 May 2007 09:42:22 +1000
Subject: [rt-users] Problems with 3.4.5 with Firefox
In-Reply-To: <463A2889.9070601@computerhelpme.com>
References: <463A2889.9070601@computerhelpme.com>
Message-ID: <463A735E.2060702@sorbs.net>

Ben Weston wrote:
> Anyone else run into this?
>
> Periodically, my RT will just sit and sit and sit when I access it 
> through Firefox.  It works fine for IE, no one else in the company is 
> having any problems (they use IE almost exclusively).  When I fire up 
> a session side-by-side with Firefox in IE, the IE version works fine 
> for me as well, while the Firefox just sitting at the "Waiting for 
> RT.XXXXX.com"
>
>
> Thoughts, suggestions?
The network connection in Firefox is performed through a single thread 
so check make sure another window isn't trying to open or connect some 
where.  You've said Firefox so I'll assume you're not talking Mozilla or 
Seamonkey etc, for reference I have the same issue with Seamonkey, and 
it's always when my mail server becomes unreachable, all pages (not just 
RT) will wait until either the mail server responds or a dialog saying 
the mail server timed out appears before proceeding.  You can get IE to 
do that same if you turn off 'Open a new instance of IE with each window'.

Regards,

Mat



From torsten.brumm at Kuehne-Nagel.com  Thu May  3 20:53:52 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Fri, 4 May 2007 02:53:52 +0200
Subject: AW: [rt-users] Reminders in 3.6?
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944854AC@w3hamboex11.ger.win.int.kn>

Hi mike,
Have a look to the new rtx-calender on cpan, its nice. You cab remove the reminder window from your front screen and add the calender there. It giving you all the reminders and tickets with on on due date for on on week. Its a nice solution.

T.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: RT Users <rt-users at lists.bestpractical.com>
Sent: Thu May 03 21:07:55 2007
Subject: [rt-users] Reminders in 3.6?

Hi,
I've just upgraded to 3.6.3 from 3.4.1. I notice the new reminders feature.

How is this supposed to work or be used?

I tried setting a reminder for 6 months to remind me to call a
customer. This then appears on the "RT at a glance" page. I assume if
I add 20 more reminders for several
months down the line then each of these will appear on this screen.

Is it possible to have them appear on the front screen only a day, or
a predefined time before the reminder date?

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
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From bestpractical at jon.limedaley.com  Thu May  3 21:47:07 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Thu, 3 May 2007 21:47:07 -0400 (EDT)
Subject: [rt-users] RT 4
In-Reply-To: <2A38B3AC-0F7E-48B1-B339-AE662D624FEF@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<Pine.LNX.4.64.0705021027110.16209@orange.limedaley.com>
	<1178232347.4554.19.camel@tofu.lib.ucdavis.edu>
	<2A38B3AC-0F7E-48B1-B339-AE662D624FEF@bestpractical.com>
Message-ID: <Pine.LNX.4.64.0705032145290.15949@orange.limedaley.com>

On Thu, 3 May 2007, Jesse Vincent wrote:
> On May 3, 2007, at 6:45 PM, Dale Bewley wrote:
>> On Wed, 2007-05-02 at 10:29 -0400, Jon Daley wrote:
>>> 	I'd like to be able to merge users, so someone can respond with
>>> any of the email addresses that he has, and they are all treated as the
>>> same email address - ie. no reply to his other email address, if he logs
>>> in, he will see all tickets requested by any of his email addresses.  It
>>> would probably be nice to have the same password for all email accounts,
>>> though that part isn't necessary.
>> 
>> A big +1 on that. My users unfortunately have 4 possible derivations of
>> their address and I can't force them to pick just one.
>
> Done, I think.
>
> http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/
>
> Though with 4 derivations, you should be able to just drop in a custom 
> CanonicalizeAddress sub that does the magic on create for new users.

 	Ah, thanks, I somehow missed that - I am not sure if it was 
announced when people were discussing this a while back.  I'll try it out. 
Thanks!




From rs at plusw.de  Fri May  4 02:37:01 2007
From: rs at plusw.de (Rolf Schaufelberger)
Date: Fri, 4 May 2007 08:37:01 +0200
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <200705040837.01217.rs@plusw.de>

On Dienstag 01 Mai 2007, Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
>
> Think big.
>
> Jesse

Hi, 

I would like to be able to run several RT instances with mod_perl and one 
installation.

Better docs :-)

Rights system is quite complex, not very easy to understand (no problem so 
far ) but it is difficult to maintain, so better UI for rights management.

 
Regards
Rolf Schaufelberger
rs at plusw.de



From StakowskiM at prokom.pl  Fri May  4 04:23:59 2007
From: StakowskiM at prokom.pl (Mariusz Stakowski)
Date: Fri, 4 May 2007 10:23:59 +0200
Subject: [rt-users] RT localization
Message-ID: <OFE8A07709.7E18FCC5-ONC12572D1.002D3B02-C12572D1.002C6BE6@prokom.pl>

                                Hello list,

                We have installed RT 3.6.1. It  is working. However we 
would like to localize messages generated in the response of 
creating/closing  a ticket. Our users prefer to receive them in our native 
language. What is the safest and the simplest way to achieve this on the 
working RT ?

Best regards

Mariusz Stakowski

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From Christos.Karaviotis at bonalbo.com  Fri May  4 04:55:51 2007
From: Christos.Karaviotis at bonalbo.com (Christos Karaviotis)
Date: Fri, 04 May 2007 11:55:51 +0300
Subject: [rt-users] Piping the incoming e-mail problem
Message-ID: <463AF517.500@bonalbo.com>

Hello list,

I have set up successfully rt3 quite a few times. Now the new 
installation is with postfix and virtual users utilizing MySQL.
The exact setup is from this link 
"http://postfix.wiki.xs4all.nl/index.php?title=Virtual_Users_and_Domains_with_Courier-IMAP_and_MySQL"
and I have problem piping the e-mail to rt which runs on the same 
machine Fedora Core 6.

I would greatly appreciate any suggestions

-- 
?Christos Karaviotis
Manager, IT Services
The Bonalbo Group
Suite 101, Artemisia Business Centre
14 Charalambos Mouskos Street
PO Box 29000, 2084 Nicosia, Cyprus
Tel.: +357 2284 6000
www.bonalbo.com



From luca.villani at staff.dada.net  Fri May  4 05:57:04 2007
From: luca.villani at staff.dada.net (Luca Villani)
Date: Fri, 4 May 2007 11:57:04 +0200
Subject: [rt-users] RT and mysql replication
Message-ID: <200705041157.05180.luca.villani@staff.dada.net>

Hi.


I'd googled about this quesitons, but I'd find no useful information.
You can simply tell me RTFM, but please link the FM I must R... ;-)

Is there an RT support for mysql replication, a single master/many slave 
databases simple clustering method described in this page?

	http://dev.mysql.com/doc/refman/5.0/en/replication.html



-- 
Luca Villani            Mobile Team, Dada S.p.A.
                        Tel: +39 055 2267220    Mob: +39 335 8753086
                        ICQ: 76272621           Skype: luca.villani
GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719  8761 1B79 82CC F0B5 B7CF


From baloo at ursine.ca  Fri May  4 05:23:35 2007
From: baloo at ursine.ca (Paul Johnson)
Date: Fri, 04 May 2007 02:23:35 -0700
Subject: [rt-users] Re: Email recipients confusing!
References: <20070503135022.768284D83A0@diesel.bestpractical.com>
	<463A1C66.8090503@genarts.com>
Message-ID: <2375737.BJazijR31f@ursa-major.ursine.ca>

Gary: If you're going to use the digests, be sure to split the digest into
individual messages and reply to those and not the digest itself.  A great
example how to do this is available in the procmailex manpage. Replying to
the individual messages preserves threading, replying to the digest breaks
it.

If you're not sure how or are unwilling to do that, please read this list
via nntp://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user
instead.

Gary Oberbrunner wrote in Article <463A1C66.8090503 at genarts.com> posted to
gmane.comp.bug-tracking.request-tracker.user:

>>> Hi; I'm trying to set up RT at my company, for handling incoming support
>>> > requests from outside via email.  I'm using latest 3.6.3 on Linux.
>>> > 
> ...
>>> >  CCs: how do you get on/off this list?
>>> >  AdminCCs: how do you get on/off this list?
>>> >  Other Recipients: what is this?
>> 
>> The People tab lets you define these on a particular ticket.  They get
>> CCs.
> 
> And I'm guessing anyone who updates the ticket gets auto-added or
> something.

Nope.  AFAICT, only the original requester is automatically added by
default.  Edit or not, everybody else has to be manually added.

>>> > In the scrip Actions, what does "Notify ... as Comment" mean?
>> 
>> No email is generated, it adds a comment to the ticket.
> 
> OK, that's confusing (at least to me)!   What's the point then of
> differentiating between (say) Notify AdminCcs as Comment, and Notify
> Requestors as Comment?  Nobody actually gets notified at all really.  In
> fact, isn't this a noop:
>   On Comment Notify AdminCcs as Comment with template Admin Comment
> since the comment was already created?

This is not a no-op.  This functionality is included since there's often
things a support department needs to discuss and document about a ticket
that is, for whatever reason, not for requester consumption.

-- 
Paul Johnson
Email and IM (XMPP & Google Talk): baloo at ursine.ca




From gdunn01 at harris.com  Fri May  4 09:16:27 2007
From: gdunn01 at harris.com (Graham Dunn)
Date: Fri, 04 May 2007 09:16:27 -0400
Subject: [rt-users] Re: More User feedback
In-Reply-To: <000601c78dd0$bb8380a0$6d2c2d0a@ahs.dp>
References: <000601c78dd0$bb8380a0$6d2c2d0a@ahs.dp>
Message-ID: <f1fbnb$jb7$1@sea.gmane.org>

Lance Wilson wrote:
> One thing that I have noticed that the RT program is lacking is a good
> user forum.  A non-email bulletin board to post, and more importantly
> search through, for previously asked questions.  Can we get a discussion
> board running?  And more importantly can it be manned by several of the
> lead developers? (granted this is probably the wrong email list to post
> to about this)

forums-- (I would prefer the developers spend their time writing code
rather than moderating forums).

http://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user

Search away.




From bobg at uic.edu  Fri May  4 09:39:59 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Fri, 04 May 2007 08:39:59 -0500
Subject: [rt-users] RT and mysql replication 
In-Reply-To: Your message of "Fri, 04 May 2007 11:57:04 +0200."
	<200705041157.05180.luca.villani@staff.dada.net> 
Message-ID: <200705041339.l44Ddx3A002306@remora.cc.uic.edu>

>Hi.
>
>
>I'd googled about this quesitons, but I'd find no useful information.
>You can simply tell me RTFM, but please link the FM I must R... ;-)
>
>Is there an RT support for mysql replication, a single master/many slave 
>databases simple clustering method described in this page?
>
>	http://dev.mysql.com/doc/refman/5.0/en/replication.html


  I don't believe this is an RT question.  Mysql supports replication,
  for sure at 4.x, and supports clusters at 5.x.  Do the needful
  at the mysql level, RT doesn't care.  Just make sure to use a version
  of mysql supported by RT.  (We happen to use replication with 4.x,
  but there is nothing in RT that would depend on this.)

    bobg
  


From garyo at genarts.com  Fri May  4 09:55:28 2007
From: garyo at genarts.com (Gary Oberbrunner)
Date: Fri, 04 May 2007 09:55:28 -0400
Subject: [rt-users] Re: Email recipients confusing!
In-Reply-To: <2375737.BJazijR31f@ursa-major.ursine.ca>
References: <20070503135022.768284D83A0@diesel.bestpractical.com>	<463A1C66.8090503@genarts.com>
	<2375737.BJazijR31f@ursa-major.ursine.ca>
Message-ID: <463B3B50.608@genarts.com>

Paul Johnson wrote:
> Gary: If you're going to use the digests, be sure to split the digest into
> individual messages and reply to those and not the digest itself.  A great
> example how to do this is available in the procmailex manpage. Replying to
> the individual messages preserves threading, replying to the digest breaks
> it.
> 
> If you're not sure how or are unwilling to do that, please read this list
> via nntp://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user
> instead.

Will do -- sorry about that.  nntp works great, I'm replying to this msg from
the nntp feed now.  And thanks for the Cc clarifications!


-- Gary



From luca.villani at staff.dada.net  Fri May  4 10:27:05 2007
From: luca.villani at staff.dada.net (Luca Villani)
Date: Fri, 4 May 2007 16:27:05 +0200
Subject: [rt-users] RT and mysql replication
In-Reply-To: <200705041339.l44Ddx3A002306@remora.cc.uic.edu>
References: <200705041339.l44Ddx3A002306@remora.cc.uic.edu>
Message-ID: <200705041627.05912.luca.villani@staff.dada.net>

Alle 15:39, venerd? 4 maggio 2007, Bob Goldstein ha scritto:


>   I don't believe this is an RT question.  Mysql supports replication,
>   for sure at 4.x, and supports clusters at 5.x.

As far as in a replication cluster scenario applications must perform insert 
and updates only onto the master db server and can perform select onto an 
arbitrary slave server of the cluster, this will be an RT question: code must 
be patched to follow this behaviour.


>   Do the needful at the mysql level, RT doesn't care.

RT doesn't care because it use only one cluster server: the master server.

We're using RT in an heavy duty environment (about 1500/1600 tickets per day), 
with about 90 different CRM operators, and using a single mysql server is not 
a good deal: if RT can split searches onto some slaves db servers (4/5 slave 
server) it can improve all operativeness.



-- 
Luca Villani            Mobile Team, Dada S.p.A.
                        Tel: +39 055 2267220    Mob: +39 335 8753086
                        ICQ: 76272621           Skype: luca.villani
GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719  8761 1B79 82CC F0B5 B7CF


From Michael_Maloney at nyce.net  Fri May  4 10:32:16 2007
From: Michael_Maloney at nyce.net (Maloney, Michael)
Date: Fri, 4 May 2007 10:32:16 -0400
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <15AD3CF03F96FE43A0868993790BE608015AD527@scs-mail.nycecorp.net>

      > If, for the sake of argument, Best Practical were to 
      > rewrite RT, what would you want to see in the new product?
      > 
      > Think big.

Reiterate what some others have stated:


1. Better Reporting - Average ticket close time by tech, closed tickets
by tech, top 10 requestors, etc...
   I've needed to create all these, now learning / using Jasper, but it
was a pain to come up with all the queries. I'm not a report creator,
nor a SQL expert, and don't have time to learn _everything_.

2. Rights Management - I have "the book" (RT Essentials), and sometimes
still confused (lots of trial and error).

3. Easier way to do write SCRIPs. - For the "non-tech" bunch. Like how
MS-Outlook (shudder) does rules (Rules and Alerts Wizard) - so easy,
even my end-users can do it!!

3. Active Directory interface/native integration - This is a biggie.
NOBODY want's / needs an extra user ID / password combo to remember.

4. Asset Tracking built in - cradle to grave, I need to know a device's
history and problems.

Mike M.


From garyo at genarts.com  Fri May  4 09:55:28 2007
From: garyo at genarts.com (Gary Oberbrunner)
Date: Fri, 04 May 2007 09:55:28 -0400
Subject: [rt-users] Re: Email recipients confusing!
In-Reply-To: <2375737.BJazijR31f@ursa-major.ursine.ca>
References: <20070503135022.768284D83A0@diesel.bestpractical.com>
	<463A1C66.8090503@genarts.com>
	<2375737.BJazijR31f@ursa-major.ursine.ca>
Message-ID: <463B3B50.608@genarts.com>

Paul Johnson wrote:
> Gary: If you're going to use the digests, be sure to split the digest into
> individual messages and reply to those and not the digest itself.  A great
> example how to do this is available in the procmailex manpage. Replying to
> the individual messages preserves threading, replying to the digest breaks
> it.
> 
> If you're not sure how or are unwilling to do that, please read this list
> via nntp://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user
> instead.

Will do -- sorry about that.  nntp works great, I'm replying to this msg from
the nntp feed now.  And thanks for the Cc clarifications!


-- Gary


From torsten.brumm at Kuehne-Nagel.com  Fri May  4 11:10:56 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Fri, 4 May 2007 17:10:56 +0200
Subject: AW: Re: [rt-users] RT and mysql replication
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944854B1@w3hamboex11.ger.win.int.kn>

Hi,
Just to pick up this discussion, this palnned scenario would be very, very clever, should be added to the rt4 wish list.

Torsten.

Btw: on on mysql cluster won't help if you have on on very big environment, the replica architecture would be the best way i think.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Fri May 04 16:27:05 2007
Subject: Re: [rt-users] RT and mysql replication

Alle 15:39, venerd? 4 maggio 2007, Bob Goldstein ha scritto:


>   I don't believe this is an RT question.  Mysql supports replication,
>   for sure at 4.x, and supports clusters at 5.x.

As far as in a replication cluster scenario applications must perform insert 
and updates only onto the master db server and can perform select onto an 
arbitrary slave server of the cluster, this will be an RT question: code must 
be patched to follow this behaviour.


>   Do the needful at the mysql level, RT doesn't care.

RT doesn't care because it use only one cluster server: the master server.

We're using RT in an heavy duty environment (about 1500/1600 tickets per day), 
with about 90 different CRM operators, and using a single mysql server is not 
a good deal: if RT can split searches onto some slaves db servers (4/5 slave 
server) it can improve all operativeness.



-- 
Luca Villani            Mobile Team, Dada S.p.A.
                        Tel: +39 055 2267220    Mob: +39 335 8753086
                        ICQ: 76272621           Skype: luca.villani
GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719  8761 1B79 82CC F0B5 B7CF
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From ktm at rice.edu  Fri May  4 11:30:46 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 4 May 2007 10:30:46 -0500
Subject: [rt-users] RT and mysql replication
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03944854B1@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB03944854B1@w3hamboex11.ger.win.int.kn>
Message-ID: <20070504153046.GM19464@it.is.rice.edu>

I know that this does not help your situation, but pgpool will allow
you to perform select queries to a slave postgresql DB and updates to
the master DB. There may be a similar proxy available for MySQL that
would allow you to scale your DB load better.

Ken

On Fri, May 04, 2007 at 05:10:56PM +0200, Ham MI-ID, Torsten Brumm wrote:
> Hi,
> Just to pick up this discussion, this palnned scenario would be very, very clever, should be added to the rt4 wish list.
> 
> Torsten.
> 
> Btw: on on mysql cluster won't help if you have on on very big environment, the replica architecture would be the best way i think.
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
> To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
> Sent: Fri May 04 16:27:05 2007
> Subject: Re: [rt-users] RT and mysql replication
> 
> Alle 15:39, venerd?? 4 maggio 2007, Bob Goldstein ha scritto:
> 
> 
> >   I don't believe this is an RT question.  Mysql supports replication,
> >   for sure at 4.x, and supports clusters at 5.x.
> 
> As far as in a replication cluster scenario applications must perform insert 
> and updates only onto the master db server and can perform select onto an 
> arbitrary slave server of the cluster, this will be an RT question: code must 
> be patched to follow this behaviour.
> 
> 
> >   Do the needful at the mysql level, RT doesn't care.
> 
> RT doesn't care because it use only one cluster server: the master server.
> 
> We're using RT in an heavy duty environment (about 1500/1600 tickets per day), 
> with about 90 different CRM operators, and using a single mysql server is not 
> a good deal: if RT can split searches onto some slaves db servers (4/5 slave 
> server) it can improve all operativeness.
> 
> 
> 
> -- 
> Luca Villani            Mobile Team, Dada S.p.A.
>                         Tel: +39 055 2267220    Mob: +39 335 8753086
>                         ICQ: 76272621           Skype: luca.villani
> GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719  8761 1B79 82CC F0B5 B7CF
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 falcone at bestpractical.com  Fri May  4 11:50:32 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 4 May 2007 11:50:32 -0400
Subject: [rt-users] RT-Extension-ResetPassword
In-Reply-To: <566b419c0705012015m5b45c02cxae822e12149987e0@mail.gmail.com>
References: <566b419c0705012015m5b45c02cxae822e12149987e0@mail.gmail.com>
Message-ID: <11E33A61-787F-4779-8B84-7FBEC2FF4846@bestpractical.com>


On May 1, 2007, at 11:15 PM, Pedro Santa wrote:

> Hi all!
>
> Could someone help me to get/checkout RT-Extension-ResetPassword from
> Best Practical SVN, wich is documented here:
> http://wiki.bestpractical.com/index.cgi?PasswordReminder
>
> Which is the URL of the repository? It needs a password?
>

svn co svn://svn.bestpractical.com/RT-Extension-ResetPassword

No password required

-kevin

> I tried out but always got failed attempts and 405 errors. :S
>
> Thanks in advance.
>
> The best regards.
>
> Pedro Machado Santa
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com



From sturner at MIT.EDU  Fri May  4 11:49:27 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 04 May 2007 11:49:27 -0400
Subject: [rt-users] NotifyCCs
In-Reply-To: <7A33EC13C24BAD428FB9E8339E5144C7479B00@crmsrv01.infinityte
	chnology.local>
References: <7A33EC13C24BAD428FB9E8339E5144C7479B00@crmsrv01.infinitytechnology.local>
Message-ID: <6.2.3.4.2.20070504114451.03dc1f80@po14.mit.edu>

At Thursday 5/3/2007 05:05 PM, Curt LeCaptain wrote:
>Currently we're using RT 3.4.5, and I'm having some issues with scrips,
>particularly on a Queue called Tech.
>
>Here's what I'd like to happen:
>
>Condition: On Transaction
>Action: Notify Ccs
>Template: Global Template Blank
>Stage: TransactionCreate <----(Wondering if this is a problem or not)
>
>Should send to a secondary queue on another server for tracking
>purposes, which is defined as a permanent CC for that specific queue.
>
>The only time that a Notify CC happens is when I'm replying.  Never on a
>resolve/comment action, and I'm not sure why.
>
>I've got the user created that I'm looking to use for this purpose, but
>it only seems to run the CC action on a reply only, never any other
>transaction.
>
>Any suggestions would be great, if more info is needed, I can give that
>as well.
>
>Curt L.

Curt,

"Global template blank" is the problem - using this template ensures 
that the scrip will never send email. It's typically used whenever 
you create a scrip that should not result in an email message. So you 
should change to an appropriate template.

I suspect the reason you see notifications when you reply is that 
another scrip (On Correspond) exists -that's the scrip sending the 
notification, not the one above.

One note - On transaction will literally fire for every single 
transaction for the ticket (field updates etc). Are you sure that's 
what you want? You'll probably end up with multiple notifications 
with this setup.

Steve 



From sturner at MIT.EDU  Fri May  4 12:02:41 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 04 May 2007 12:02:41 -0400
Subject: [rt-users] Re: Email recipients confusing!
In-Reply-To: <2375737.BJazijR31f@ursa-major.ursine.ca>
References: <20070503135022.768284D83A0@diesel.bestpractical.com>
	<463A1C66.8090503@genarts.com>
	<2375737.BJazijR31f@ursa-major.ursine.ca>
Message-ID: <6.2.3.4.2.20070504120023.03d83a00@po14.mit.edu>

At Friday 5/4/2007 05:23 AM, Paul Johnson wrote:

> >>> > In the scrip Actions, what does "Notify ... as Comment" mean?
> >>
> >> No email is generated, it adds a comment to the ticket.
> >
> > OK, that's confusing (at least to me)!   What's the point then of
> > differentiating between (say) Notify AdminCcs as Comment, and Notify
> > Requestors as Comment?  Nobody actually gets notified at all really.  In
> > fact, isn't this a noop:
> >   On Comment Notify AdminCcs as Comment with template Admin Comment
> > since the comment was already created?
>
>This is not a no-op.  This functionality is included since there's often
>things a support department needs to discuss and document about a ticket
>that is, for whatever reason, not for requester consumption.
>
>--

Paul,

The way you originally (and incorrectly) explained it, it is a no-op 
(a notify action that doesn't generate email?). See my explanation 
yesterday under the digest subject heading for what 'as comment' means.

Steve 



From lecaptainc at infinitytechnology.com  Fri May  4 12:04:15 2007
From: lecaptainc at infinitytechnology.com (Curt LeCaptain)
Date: Fri, 4 May 2007 11:04:15 -0500
Subject: [rt-users] NotifyCCs
In-Reply-To: <6.2.3.4.2.20070504114451.03dc1f80@po14.mit.edu>
Message-ID: <7A33EC13C24BAD428FB9E8339E5144C7479B07@crmsrv01.infinitytechnology.local>

 

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Stephen Turner
> Sent: Friday, May 04, 2007 10:49 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] NotifyCCs
> 
> At Thursday 5/3/2007 05:05 PM, Curt LeCaptain wrote:
> >Currently we're using RT 3.4.5, and I'm having some issues 
> with scrips, 
> >particularly on a Queue called Tech.
> >
> >Here's what I'd like to happen:
> >
> >Condition: On Transaction
> >Action: Notify Ccs
> >Template: Global Template Blank
> >Stage: TransactionCreate <----(Wondering if this is a problem or not)
> >
> >Should send to a secondary queue on another server for tracking 
> >purposes, which is defined as a permanent CC for that specific queue.
> >
> >The only time that a Notify CC happens is when I'm replying. 
>  Never on 
> >a resolve/comment action, and I'm not sure why.
> >
> >I've got the user created that I'm looking to use for this 
> purpose, but 
> >it only seems to run the CC action on a reply only, never any other 
> >transaction.
> >
> >Any suggestions would be great, if more info is needed, I 
> can give that 
> >as well.
> >
> >Curt L.
> 
> Curt,
> 
> "Global template blank" is the problem - using this template 
> ensures that the scrip will never send email. It's typically 
> used whenever you create a scrip that should not result in an 
> email message. So you should change to an appropriate template.
> 
> I suspect the reason you see notifications when you reply is 
> that another scrip (On Correspond) exists -that's the scrip 
> sending the notification, not the one above.
> 
> One note - On transaction will literally fire for every 
> single transaction for the ticket (field updates etc). Are 
> you sure that's what you want? You'll probably end up with 
> multiple notifications with this setup.
> 
> 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


Yes, this is the desired way of things happening - we're trying to
dual-track the tickets due to CRM - inject all ticket information into
CRM so it can be paired with an account.  Not the most glamourous way of
taking care of this, but it works.  I'll try changing the template, see
what happens.  Switching to the "Transaction" template took care of it,
thanks for the help.  I may modify this in the future to not do every
transaction via multiple scrips, but for the interim, this works great.

Thanks much,
Curt L.
> 


From scott at 4th.com  Fri May  4 11:20:33 2007
From: scott at 4th.com (Scott Courtney)
Date: Fri, 4 May 2007 11:20:33 -0400
Subject: [rt-users] RT 4
In-Reply-To: <15AD3CF03F96FE43A0868993790BE608015AD527@scs-mail.nycecorp.net>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<15AD3CF03F96FE43A0868993790BE608015AD527@scs-mail.nycecorp.net>
Message-ID: <200705041120.33317.scott@4th.com>

On Friday 04 May 2007 10:32, Maloney, Michael wrote:
> 2. Rights Management - I have "the book" (RT Essentials), and sometimes
> still confused (lots of trial and error).

+1 on this. It would be great to have something like RTx::RightsMatrix in
core RT.

> 3. Active Directory interface/native integration - This is a biggie.
> NOBODY want's / needs an extra user ID / password combo to remember.

-1 on Active Directory integration; +1 on Kerberos integration that *also*
works with AD. Please don't go down the platform-specific road; support the
open standard instead.

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 mfuller at bandtel.com  Fri May  4 12:14:51 2007
From: mfuller at bandtel.com (mfuller)
Date: Fri, 4 May 2007 12:14:51 -0400
Subject: [rt-users] (no subject)
Message-ID: <014101c78e67$5b7fb420$caa8a8c0@bandtel.local>

I get this error when trying to get an RSS link in 3.6.3 does anyone have an
Idea of the cause?

 

 

error:  Can't locate object method "channel" via package "XML::RSS" at
/opt/rt3/share/html/Search/Results.rdf line 57.
context:  


... 

 


53: 

 


54: 

# create an RSS 1.0 file (http://purl.org/rss/1.0/)


55: 

use XML::RSS;


56: 

my $rss = new XML::RSS (version => '1.0');


57: 

$rss->channel (


58: 

title => "$RT::rtname: Syndicated Search",


59: 

link => $RT::WebURL,


60: 

description => "",


61: 

dc => {


... 

 

code stack:  /opt/rt3/share/html/Search/Results.rdf:57
/opt/rt3/share/html/autohandler:292

 

Mark Fuller

 

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From luca.villani at staff.dada.net  Fri May  4 12:15:36 2007
From: luca.villani at staff.dada.net (Luca Villani)
Date: Fri, 4 May 2007 18:15:36 +0200
Subject: [rt-users] RT and mysql replication
In-Reply-To: <20070504153046.GM19464@it.is.rice.edu>
References: <16426EA38D57E74CB1DE5A6AE1DB03944854B1@w3hamboex11.ger.win.int.kn>
	<20070504153046.GM19464@it.is.rice.edu>
Message-ID: <200705041815.37350.luca.villani@staff.dada.net>

Alle 17:30, venerd? 4 maggio 2007, Kenneth Marshall ha scritto:


> I know that this does not help your situation, but pgpool will allow
> you to perform select queries to a slave postgresql DB and updates to
> the master DB. There may be a similar proxy available for MySQL that
> would allow you to scale your DB load better.

Generally speaking, we prefer to put no wrapper/proxy on our architecture, due 
to high load of our systems.

Do you have a link for a mysql proxy acting like this?



-- 
Luca Villani            Mobile Team, Dada S.p.A.
                        Tel: +39 055 2267220    Mob: +39 335 8753086
                        ICQ: 76272621           Skype: luca.villani
GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719  8761 1B79 82CC F0B5 B7CF


From ktm at rice.edu  Fri May  4 12:26:53 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Fri, 4 May 2007 11:26:53 -0500
Subject: [rt-users] RT and mysql replication
In-Reply-To: <200705041815.37350.luca.villani@staff.dada.net>
References: <16426EA38D57E74CB1DE5A6AE1DB03944854B1@w3hamboex11.ger.win.int.kn>
	<20070504153046.GM19464@it.is.rice.edu>
	<200705041815.37350.luca.villani@staff.dada.net>
Message-ID: <20070504162653.GN19464@it.is.rice.edu>

On Fri, May 04, 2007 at 06:15:36PM +0200, Luca Villani wrote:
> Alle 17:30, venerd? 4 maggio 2007, Kenneth Marshall ha scritto:
> 
> 
> > I know that this does not help your situation, but pgpool will allow
> > you to perform select queries to a slave postgresql DB and updates to
> > the master DB. There may be a similar proxy available for MySQL that
> > would allow you to scale your DB load better.
> 
> Generally speaking, we prefer to put no wrapper/proxy on our architecture, due 
> to high load of our systems.
> 
> Do you have a link for a mysql proxy acting like this?
> 
> 
Since RT uses DBI to access the underlying database, you should be able
to use DBIx::DBCluster to send your writes to the master DB and read from
the slave(s).

Ken

> 
> -- 
> Luca Villani            Mobile Team, Dada S.p.A.
>                         Tel: +39 055 2267220    Mob: +39 335 8753086
>                         ICQ: 76272621           Skype: luca.villani
> GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719  8761 1B79 82CC F0B5 B7CF
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 


From jbrodley at sumtotalsystems.com  Fri May  4 12:47:28 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Fri, 4 May 2007 09:47:28 -0700
Subject: [rt-users] RT-Extension-ResetPassword
In-Reply-To: <11E33A61-787F-4779-8B84-7FBEC2FF4846@bestpractical.com>
References: <566b419c0705012015m5b45c02cxae822e12149987e0@mail.gmail.com>
	<11E33A61-787F-4779-8B84-7FBEC2FF4846@bestpractical.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03CCA650@blv-exch1.sumtotalsystems.com>

This module doesn't compile at least on my dev systems with RT 3.6.3

When running perl Makefile.PL I get the below error, haven't had a chance to look at it to determine the error and if this will even work with the 3.6.3 code. 

Can't call method "load_all_extensions" on an undefined value at inc/Module/Install.pm line 128.


Justin Brodley?
?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, May 04, 2007 8:51 AM
To: RT User List
Subject: Re: [rt-users] RT-Extension-ResetPassword


On May 1, 2007, at 11:15 PM, Pedro Santa wrote:

> Hi all!
>
> Could someone help me to get/checkout RT-Extension-ResetPassword from
> Best Practical SVN, wich is documented here:
> http://wiki.bestpractical.com/index.cgi?PasswordReminder
>
> Which is the URL of the repository? It needs a password?
>

svn co svn://svn.bestpractical.com/RT-Extension-ResetPassword

No password required

-kevin

> I tried out but always got failed attempts and 405 errors. :S
>
> Thanks in advance.
>
> The best regards.
>
> Pedro Machado Santa
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com

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

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


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



From gentgeen at linuxmail.org  Fri May  4 13:14:06 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Fri, 4 May 2007 13:14:06 -0400
Subject: [rt-users] using procmail to filter autoreply for RT
In-Reply-To: <d4b283440705031230r77e3fb12m9feab4deff0284c9@mail.gmail.com>
References: <d4b283440705031139n4d19bd25qc46685d245eb1d93@mail.gmail.com>
	<d4b283440705031230r77e3fb12m9feab4deff0284c9@mail.gmail.com>
Message-ID: <20070504131406.00bcc363@localhost.localdomain>

On Thu, 3 May 2007 13:30:07 -0600
"Mary Steiner" <steiner.mary at gmail.com> wrote:

> I am not sure which user procmail is trying to run rt.rc as, but I have a
> feeling that my error message is related to who the user is that is running
> rt.rc.
> 
> Any ideas are appreciated!

Have you tried adding the procmail user option....
    /usr/bin/procmail -d USERNAME


-- 
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 falcone at bestpractical.com  Fri May  4 13:55:40 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 4 May 2007 13:55:40 -0400
Subject: [rt-users] RT-Extension-ResetPassword
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03CCA650@blv-exch1.sumtotalsystems.com>
References: <566b419c0705012015m5b45c02cxae822e12149987e0@mail.gmail.com>
	<11E33A61-787F-4779-8B84-7FBEC2FF4846@bestpractical.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03CCA650@blv-exch1.sumtotalsystems.com>
Message-ID: <498973AB-9BDE-44CF-8715-7BEEDB20646F@bestpractical.com>


On May 4, 2007, at 12:47 PM, Justin Brodley wrote:

> This module doesn't compile at least on my dev systems with RT 3.6.3
>
> When running perl Makefile.PL I get the below error, haven't had a  
> chance to look at it to determine the error and if this will even  
> work with the 3.6.3 code.
>
> Can't call method "load_all_extensions" on an undefined value at  
> inc/Module/Install.pm line 128.
>

Hi Justin

svn up and give it another try?
I think it was some missing Module::Install bits that cause it to go  
wonky
if you don't have other modules installed.

-kevin

>
> Justin Brodley
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- 
> bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Friday, May 04, 2007 8:51 AM
> To: RT User List
> Subject: Re: [rt-users] RT-Extension-ResetPassword
>
>
> On May 1, 2007, at 11:15 PM, Pedro Santa wrote:
>
>> Hi all!
>>
>> Could someone help me to get/checkout RT-Extension-ResetPassword from
>> Best Practical SVN, wich is documented here:
>> http://wiki.bestpractical.com/index.cgi?PasswordReminder
>>
>> Which is the URL of the repository? It needs a password?
>>
>
> svn co svn://svn.bestpractical.com/RT-Extension-ResetPassword
>
> No password required
>
> -kevin
>
>> I tried out but always got failed attempts and 405 errors. :S
>>
>> Thanks in advance.
>>
>> The best regards.
>>
>> Pedro Machado Santa
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: 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 May  4 14:23:09 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Fri, 04 May 2007 14:23:09 -0400
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <1178302989.4013.72.camel@mlap>

Multiple ticket owners and asset tracking (<3 AT)



From falcone at bestpractical.com  Fri May  4 14:26:31 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 4 May 2007 14:26:31 -0400
Subject: [rt-users] (no subject)
In-Reply-To: <014101c78e67$5b7fb420$caa8a8c0@bandtel.local>
References: <014101c78e67$5b7fb420$caa8a8c0@bandtel.local>
Message-ID: <65DF6EA1-65E3-4573-A6BA-DF92D21EC65D@bestpractical.com>

On May 4, 2007, at 12:14 PM, mfuller wrote:
> I get this error when trying to get an RSS link in 3.6.3 does  
> anyone have an Idea of the cause?
>
>  error:  Can't locate object method "channel" via package  
> "XML::RSS" at /opt/rt3/share/html/Search/Results.rdf line 57.

Do you have XML::RSS installed?

perl -MXML::RSS -e1

This will silently exit if the module is installed, or throw an
error if you need to install it

-kevin
> context:
>
> ...
>
>
> 53:
>
>
> 54:
>
> # create an RSS 1.0 file (http://purl.org/rss/1.0/)
>
> 55:
>
> use XML::RSS;
>
> 56:
>
> my $rss = new XML::RSS (version => '1.0');
>
> 57:
>
> $rss->channel (
>
> 58:
>
> title => "$RT::rtname: Syndicated Search",
>
> 59:
>
> link => $RT::WebURL,
>
> 60:
>
> description => "",
>
> 61:
>
> dc => {
>
> ...
>
>
> code stack:  /opt/rt3/share/html/Search/Results.rdf:57
> /opt/rt3/share/html/autohandler:292
>
>
> Mark Fuller
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Fri May  4 17:26:48 2007
From: geek+rt at cmu.edu (Brian Gallew)
Date: Fri, 04 May 2007 17:26:48 -0400
Subject: [rt-users] RT 4
In-Reply-To: <200705041120.33317.scott@4th.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>	<15AD3CF03F96FE43A0868993790BE608015AD527@scs-mail.nycecorp.net>
	<200705041120.33317.scott@4th.com>
Message-ID: <463BA518.6000802@cmu.edu>

Scott Courtney wrote:
>> 3. Active Directory interface/native integration - This is a biggie.
>> NOBODY want's / needs an extra user ID / password combo to remember.
>>     
>
> -1 on Active Directory integration; +1 on Kerberos integration that *also*
> works with AD. Please don't go down the platform-specific road; support the
> open standard instead.
>   

Perhaps I'm weird, but I don't want *any* native authentication in RT.  
Authentication is the domain of the web server.  I vastly prefer RT to 
behave appropriately according to the current web server authentication, 
automatically creating new users as they appear, and all 
non-authenticated users become anonymous.  Of course, RT already 
supports this mode of operation, so I'm happy.  8-)


From ghenry at suretecsystems.com  Fri May  4 17:34:24 2007
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Fri, 4 May 2007 22:34:24 +0100 (BST)
Subject: [rt-users] RT 4
Message-ID: <43195.212.159.59.85.1178314464.squirrel@webmail.suretecsystems.com>

<quote who="Jesse Vincent">
> If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?
>
> Think big.
>

* Better reporting
* Spam!!!
* PDF Export of Ticket History/Reports
* Full LDAP Auth/Authz
* Asterisk Integration ;-)
* IRC and Jabber ;-)
* Move to Catalyst ;-)
* Move to TT ;-)
* Move to Dojo ;-)

Or something like that.....



From theillien at yahoo.com  Fri May  4 22:49:09 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 04 May 2007 22:49:09 -0400
Subject: [rt-users] RT 4
In-Reply-To: <43195.212.159.59.85.1178314464.squirrel@webmail.suretecsystems.com>
References: <43195.212.159.59.85.1178314464.squirrel@webmail.suretecsystems.com>
Message-ID: <463BF0A5.80905@yahoo.com>

Gavin Henry wrote:
> <quote who="Jesse Vincent">
>> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
>> Think big.
>>
> 
> * Better reporting
> * Spam!!!

So, you want RT to send spam?  ;)

Mathew

> * PDF Export of Ticket History/Reports
> * Full LDAP Auth/Authz
> * Asterisk Integration ;-)
> * IRC and Jabber ;-)
> * Move to Catalyst ;-)
> * Move to TT ;-)
> * Move to Dojo ;-)
> 
> Or something like that.....
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 May  4 23:47:40 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 04 May 2007 23:47:40 -0400
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <463BFE5C.1080506@yahoo.com>

Simplified customizations.  For instance, despite the wiki and everyone saying
that simply adding a new status to RT_Siteconfig.pm or any other location should
create the new, working status in RT, it doesn't seem to be that easy.

Mathew

Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 May  4 23:53:33 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 04 May 2007 23:53:33 -0400
Subject: [rt-users] New status not working properly
Message-ID: <463BFFBD.20207@yahoo.com>

In order move closer to ITIL compliance, we need a new status called "Client
Wait".  I've followed the wiki instructions regarding RT_Siteconfig.pm but it
doesn't, as the wiki says, Just Work.  If I add a status to the @Active list,
setting a ticket to that status causes the ticket to become inactive (at least,
it doesn't show up in the "10 Tickets I Own" list).  How do I ensure it will
show up and remain active?

Mathew


From torsten.brumm at Kuehne-Nagel.com  Sat May  5 00:12:39 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Sat, 5 May 2007 06:12:39 +0200
Subject: AW: [rt-users] New status not working properly
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944854B2@w3hamboex11.ger.win.int.kn>

Hi mathew,
Have on on look into the query that generates the Tickets you own screen, its only searching for new open and stalled, you have to add your new active status there also.

Torsten

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: RT Users <rt-users at lists.bestpractical.com>
Sent: Sat May 05 05:53:33 2007
Subject: [rt-users] New status not working properly

In order move closer to ITIL compliance, we need a new status called "Client
Wait".  I've followed the wiki instructions regarding RT_Siteconfig.pm but it
doesn't, as the wiki says, Just Work.  If I add a status to the @Active list,
setting a ticket to that status causes the ticket to become inactive (at least,
it doesn't show up in the "10 Tickets I Own" list).  How do I ensure it will
show up and remain active?

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
-------------- next part --------------
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From theillien at yahoo.com  Sat May  5 00:46:19 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sat, 05 May 2007 00:46:19 -0400
Subject: AW: [rt-users] New status not working properly
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03944854B2@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB03944854B2@w3hamboex11.ger.win.int.kn>
Message-ID: <463C0C1B.3040702@yahoo.com>

Now I feel like a dummy.  Your response looked a bit too familiar and sure
enough, I asked this question before and you answered it before.

My apologies for clogging up the user list.

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


Ham MI-ID, Torsten Brumm wrote:
> Hi mathew,
> Have on on look into the query that generates the Tickets you own
> screen, its only searching for new open and stalled, you have to add
> your new active status there also.
> 
> Torsten
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> <rt-users-bounces at lists.bestpractical.com>
> To: RT Users <rt-users at lists.bestpractical.com>
> Sent: Sat May 05 05:53:33 2007
> Subject: [rt-users] New status not working properly
> 
> In order move closer to ITIL compliance, we need a new status called "Client
> Wait".  I've followed the wiki instructions regarding RT_Siteconfig.pm
> but it
> doesn't, as the wiki says, Just Work.  If I add a status to the @Active
> list,
> setting a ticket to that status causes the ticket to become inactive (at
> least,
> it doesn't show up in the "10 Tickets I Own" list).  How do I ensure it will
> show up and remain active?
> 
> 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 May  5 03:31:47 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sat, 05 May 2007 03:31:47 -0400
Subject: [rt-users] Custom Status/Ticket disappears
In-Reply-To: <bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>
References: <462583D6.70301@yahoo.com>
	<bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>
Message-ID: <463C32E3.8090304@yahoo.com>

I've got the status showing up in QuickSearch and it displays the tickets
therein.  However, I can't seem to figure out how to adjust "10 Tickets I Own"
section.  The search for that only lists new, open or stalled tickets.  Where do
I adjust this query.  I've looked in several files under Elements/ but can't
find the file containing this query.

Mathew

Torsten Brumm wrote:
> Here is a simple example for quicksearch:
> <div class="ticket-overview">
> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>    titleright => loc("Edit"), titleright_href =>
> $RT::WebPath.'/Prefs/Quicksearch.html' &>
> <& /Elements/QueueSummary,
>    cache => 'quick_search_queues',
>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
> !exists $unwanted->{$_->Name} },
>    conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
>                    {cond => "Status = 'open'", name => loc ('open') },
>                    {cond => "Status = 'accepted'", name => loc
> ('accepted') },
>                    {cond => "Status = 'implement'", name => loc
> ('implemented') },
>                    {cond => "Status = 'approved'", name => loc
> ('approved') },
>                    {cond => "Status = 'stalled'", name => loc ('stalled') },
>                    {cond => "Status = 'pending'", name => loc
> ('pending') },
>                    {cond => "Status = 'authorized'", name => loc
> ('authorized') },
>                    {cond => "Status = 'resolved'", name => loc
> ('resolved') }] &>
> </&>
> </div>
> <%INIT>
> my $unwanted =
> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
> </%INIT>
> 
> i had to add my custom status to this file.
> 
> For the rest like tickets i own and so on, its enough if you go to edit
> in this module and edit the search string.
> 
> Torsten
> 
> 2007/4/18, Mathew Snyder < theillien at yahoo.com
> <mailto:theillien at yahoo.com>>:
> 
>     I used the method in the wiki for adding a custom active status to my
>     configuration (development box).  It shows up fine.  However, when I
>     select it,
>     ticket I've applied it to disappears from my list of owned
>     tickets.  How can I
>     adjust this to force the ticket to stay available the way stalled does?
> 
>     Thanks
>     Mathew
>     _______________________________________________
>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
>     Community help: http://wiki.bestpractical.com
>     Commercial support: sales at bestpractical.com
>     <mailto:sales at bestpractical.com>
> 
> 
>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>     Buy a copy at http://rtbook.bestpractical.com
> 
> 
> 
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.torsten-brumm.de <http://www.torsten-brumm.de>


From jan.grant at bristol.ac.uk  Sat May  5 03:35:27 2007
From: jan.grant at bristol.ac.uk (Jan Grant)
Date: Sat, 5 May 2007 08:35:27 +0100 (BST)
Subject: [rt-users] RT 4
In-Reply-To: <463BA518.6000802@cmu.edu>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<15AD3CF03F96FE43A0868993790BE608015AD527@scs-mail.nycecorp.net>
	<200705041120.33317.scott@4th.com> <463BA518.6000802@cmu.edu>
Message-ID: <20070505083054.T12889@tribble.ilrt.bris.ac.uk>

On Fri, 4 May 2007, Brian Gallew wrote:

> Scott Courtney wrote:
> > > 3. Active Directory interface/native integration - This is a biggie.
> > > NOBODY want's / needs an extra user ID / password combo to remember.
> > >     
> > 
> > -1 on Active Directory integration; +1 on Kerberos integration that *also*
> > works with AD. Please don't go down the platform-specific road; support the
> > open standard instead.
> >   
> 
> Perhaps I'm weird, but I don't want *any* native authentication in RT.
> Authentication is the domain of the web server.  I vastly prefer RT to behave
> appropriately according to the current web server authentication,
> automatically creating new users as they appear, and all non-authenticated
> users become anonymous.  Of course, RT already supports this mode of
> operation, so I'm happy.  8-)

Seconded. If RT's behind apache, there are a number of ways to kerberize 
that (against AD if necessary) and RT will pick up the user from that. 
Here, we use RT against our standard SSO implementation (which again 
calls out to krb/AD behind the scenes).

Group membership integration is more interesting, but I'm reasonably 
convinced (in our case at least) that by exposing the group membership 
APIs via a remote interface we'll be able to use our provisioning kit to 
keep those synchronised.


-- 
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661   http://ioctl.org/jan/
Hang on, wasn't he holding a wooden parrot? No! It was a porcelain owl.


From theillien at yahoo.com  Sat May  5 05:46:28 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sat, 05 May 2007 05:46:28 -0400
Subject: [rt-users] More script questions
Message-ID: <463C5274.3080903@yahoo.com>

I've modified a script to print out, for each user that wants one, a list of all
the tickets he or she has worked on in the previous week.  The part that gathers
everything up is as follows:

foreach my $date (@searchDate) {
        while (my $ticket = $tix->Next) {
                my $env = $ticket->FirstCustomFieldValue('Environment');
                my $transactions = $ticket->Transactions;
                while (my $transaction  = $transactions->Next) {
                        my $creator     = $transaction->CreatorObj;
                        (my $checkDate  = $transaction->Created) =~ s/\s.*$//;
                        next unless ($checkDate eq $date);
                        next unless ($creator->Privileged);
                        next unless ($transaction->TimeTaken);
                        $tikNums{$creator->Name}{$env}{$ticket->id} +=
$transaction->TimeTaken;
                }
                $tikSubj{$ticket->id} = $ticket->Subject;
        }
}

As you can see, at the end I put the subject of the ticket in it's own hash so I
can access it later when I print out the report.  However, this doesn't always
happen.  I'm seeing some users get reports that will have the subject for most
of the tickets but some tickets won't have one.  I've stepped through the code
in the debugger and have looked at the hash.  The tickets I've found to be
missing subjects in the report do actually have subjects associated with them in
the ticket subject hash.

I can't figure out, though, why the subject would be skipped for some tickets
and not others but more importantly, why it is being skipped at all.  I thought
it might be a result of the formatting not providing enough room and causing the
subject to be left out due to size but that isn't the case.

I've attached a copy of my script for your perusal.

Mathew
-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com
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From bestpractical at jon.limedaley.com  Sat May  5 14:18:49 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Sat, 5 May 2007 14:18:49 -0400 (EDT)
Subject: [rt-users] MergeUsers (was RT 4)
In-Reply-To: <Pine.LNX.4.64.0705032145290.15949@orange.limedaley.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<Pine.LNX.4.64.0705021027110.16209@orange.limedaley.com>
	<1178232347.4554.19.camel@tofu.lib.ucdavis.edu>
	<2A38B3AC-0F7E-48B1-B339-AE662D624FEF@bestpractical.com>
	<Pine.LNX.4.64.0705032145290.15949@orange.limedaley.com>
Message-ID: <Pine.LNX.4.64.0705051318380.6698@orange.limedaley.com>

On Thu, 3 May 2007, Jon Daley wrote:
>> http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/
>
> 	Ah, thanks, I somehow missed that - I am not sure if it was 
> announced when people were discussing this a while back.  I'll try it 
> out. Thanks!

I tried it out, and it does get part of the way.

First off, installation troubles:
I had to modify the test perl script in two ways:
one was to add a use lib "/usr/local/request-tracker/lib/" to get it to be 
able to find RT.pm.

And then I had to change the tests, since I don't have a "general" queue.

But, now it is installed.


I merged user1 to user2.

Sending an email from user1 creates the ticket as requested by user2, very 
nice.

However, if I login as user1, I don't have any tickets assigned.

What would be nifty is if when logging in as user1 or user2, he would 
basically end up in the same place, and see all of the same tickets.



From bestpractical at jon.limedaley.com  Sat May  5 14:25:15 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Sat, 5 May 2007 14:25:15 -0400 (EDT)
Subject: AW: [rt-users] Reminders in 3.6?
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03944854AC@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB03944854AC@w3hamboex11.ger.win.int.kn>
Message-ID: <Pine.LNX.4.64.0705051423170.6698@orange.limedaley.com>

On Fri, 4 May 2007, Ham MI-ID, Torsten Brumm wrote:
> Have a look to the new rtx-calender on cpan, its nice. You cab remove 
> the reminder window from your front screen and add the calender there. 
> It giving you all the reminders and tickets with on on due date for on 
> on week. Its a nice solution.

 	Very nice.  However, I can't see how to add it to my front page. 
I only see it under the Tickets tab.  How do I do that?


From torsten.brumm at Kuehne-Nagel.com  Sat May  5 17:04:07 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Sat, 5 May 2007 23:04:07 +0200
Subject: AW: Re: AW: [rt-users] Reminders in 3.6?
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944854B4@w3hamboex11.ger.win.int.kn>

Have you added it to the rt_siteconfig.pm? Like described at the readme? If yes, go and edit your rt at on on glance page.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Sat May 05 20:25:15 2007
Subject: Re: AW: [rt-users] Reminders in 3.6?

On Fri, 4 May 2007, Ham MI-ID, Torsten Brumm wrote:
> Have a look to the new rtx-calender on cpan, its nice. You cab remove 
> the reminder window from your front screen and add the calender there. 
> It giving you all the reminders and tickets with on on due date for on 
> on week. Its a nice solution.

 	Very nice.  However, I can't see how to add it to my front page. 
I only see it under the Tickets tab.  How do I do that?
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
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From bestpractical at jon.limedaley.com  Sat May  5 17:21:05 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Sat, 5 May 2007 17:21:05 -0400 (EDT)
Subject: AW: Re: AW: [rt-users] Reminders in 3.6?
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03944854B4@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB03944854B4@w3hamboex11.ger.win.int.kn>
Message-ID: <Pine.LNX.4.64.0705051720120.6593@orange.limedaley.com>

 	Ah, missed that (the config entry).  Much better now.  Thanks.

On Sat, 5 May 2007, Ham MI-ID, Torsten Brumm wrote:
> Have you added it to the rt_siteconfig.pm? Like described at the readme? 
> If yes, go and edit your rt at on on glance page.
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> To: rt-users at lists.bestpractical.com
> Sent: Sat May 05 20:25:15 2007
> Subject: Re: AW: [rt-users] Reminders in 3.6?
>
> On Fri, 4 May 2007, Ham MI-ID, Torsten Brumm wrote:
>> Have a look to the new rtx-calender on cpan, its nice. You cab remove
>> the reminder window from your front screen and add the calender there.
>> It giving you all the reminders and tickets with on on due date for on
>> on week. Its a nice solution.
>
> 	Very nice.  However, I can't see how to add it to my front page.
> I only see it under the Tickets tab.  How do I do that?


From mcdent at gmail.com  Sun May  6 12:54:36 2007
From: mcdent at gmail.com (Mike Dent)
Date: Sun, 6 May 2007 17:54:36 +0100
Subject: [rt-users] Entering tickets for frequent users via helpdesk- how do
	you do it?
Message-ID: <9e769e4e0705060954x1f04c267sbcc058c82c2d70d9@mail.gmail.com>

When using RT in a helpdesk environment and taking calls from
customers over the phone, there are times when the same customer calls
back each day/week/month
with a new problem.

I'm interested in how others are currently dealing with this?

Is it possible to take a call from Joe Bloggs, enter his name and have all his
details pulled from the database, and filled in ready for a new ticket?
I'm thinking things like his address, phone number, operating system,
hardware etc ;
stuff that may already be populated in custom fields on past tickets?

Or do you just do a search on a previous custom field, find a recent
ticket and re-open it?
After a while this ticket becomes large I guess.

Thanks
Mike


From Sal.Baytalskiy at AIG.com  Mon May  7 03:34:31 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Mon, 7 May 2007 03:34:31 -0400 
Subject: [rt-users] ImageAutoResize in RT 3.6.3
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB052F9503@xlivmbx34.aig.com>

Hello!

I found an article on automatic image resizing for RT 3.2 on the Wiki.

However it talks about some files that seem to be very different in RT 3.6.3
that i'm running.

Is there a way to automatically scale attached images to the ticket's
display width?

Thanks !

Sal Baytalskiy

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From jesse at bestpractical.com  Mon May  7 08:57:46 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 7 May 2007 08:57:46 -0400
Subject: [rt-users] RT localization
In-Reply-To: <OFE8A07709.7E18FCC5-ONC12572D1.002D3B02-C12572D1.002C6BE6@prokom.pl>
References: <OFE8A07709.7E18FCC5-ONC12572D1.002D3B02-C12572D1.002C6BE6@prokom.pl>
Message-ID: <9C161476-BF6F-4651-9DC7-946431EF6140@bestpractical.com>


On May 4, 2007, at 4:23 AM, Mariusz Stakowski wrote:

>
>                                 Hello list,
>
>                 We have installed RT 3.6.1. It  is working. However  
> we would like to localize messages generated in the response of  
> creating/closing  a ticket. Our users prefer to receive them in our  
> native language. What is the safest and the simplest way to achieve  
> this on the working RT ?
>
To localize your templates, you likely need to localize the text from  
within the UI. RT can't automatically detect what language to send  
mail to users in.

Best,
Jesse

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

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From pedro.santa at gmail.com  Mon May  7 11:44:43 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Mon, 7 May 2007 16:44:43 +0100
Subject: [rt-users] RT-Extension-ResetPassword
In-Reply-To: <11E33A61-787F-4779-8B84-7FBEC2FF4846@bestpractical.com>
References: <566b419c0705012015m5b45c02cxae822e12149987e0@mail.gmail.com>
	<11E33A61-787F-4779-8B84-7FBEC2FF4846@bestpractical.com>
Message-ID: <566b419c0705070844s29020b7p5d5669d63bc8b44b@mail.gmail.com>

Hi list!

On 04/05/07, Kevin Falcone <falcone at bestpractical.com> wrote:
> svn co svn://svn.bestpractical.com/RT-Extension-ResetPassword
>
> No password required
>
> -kevin

Thanks Kevin, but I got it working by folowing the instructions on the
wiki rather than acessing the svn, but is always good know to access
it. :) Thanx, though.

Regards.
Pedro Machado Santa


From anders.ekstrand at drutt.com  Mon May  7 12:15:37 2007
From: anders.ekstrand at drutt.com (Anders Ekstrand)
Date: Mon, 7 May 2007 18:15:37 +0200
Subject: [rt-users] Newly created Queues does not show up
In-Reply-To: <121463DC-BD84-409B-8406-E21D0DA036A4@bestpractical.com>
References: <4639FE29.6090104@vonage.com><D7D6CEA9-19FA-42EE-8B77-54BBD1DAACF6@bestpractical.com><589c94400705031704j6d34e7d9yc93be65aaa75ca12@mail.gmail.com><463B31A4.7090006@vonage.com>
	<121463DC-BD84-409B-8406-E21D0DA036A4@bestpractical.com>
Message-ID: <5B1FB38F78714645A3626F1332274E52C930F2@indus.drutt.com>

Hi all,

I recently upgraded from RT 3.6.3 from 3.6.1, and today I created 7 new
queues in the same manner that I have always done it before in previous
versions.

My problem is, however, that all of the new queues only show up in the
list "Configuration -> Queues", but not in either of:

- The right-most drop down list "New ticket in"
- The drop down list in the Ticket edit page "Basics"
- The drop down list in the Ticket edit page "Jumbo"

I can create tickets via mail in any of the new queues, so it looks like
the rt-mailgate can use it.

I have no per-queue rights on any of my queues, old or new.

I do have Global group rights as follows:


Everyone
========
CommentOnTicket
CreateTicket
DeleteTicket
ModifySelf
ModifyTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowTicket
ShowTicketComments


Operations
==========
AdminAllPersonalGroups
AdminCustomField
AdminGroup
AdminGroupMembership
AdminOwnPersonalGroups
AdminQueue
AdminUsers
AssignCustomFields
CommentOnTicket
CreateSavedSearch
CreateTicket
DelegateRights
DeleteTicket
EditSavedSearches
LoadSavedSearch
ModifyACL
ModifyCustomField
ModifyOwnMembership
ModifyQueueWatchers
ModifyScrips
ModifySelf
ModifyTemplate
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeGroup
SeeQueue
ShowACL
ShowConfigTab
ShowOutgoingEmail
ShowSavedSearches
ShowScrips
ShowTemplate
ShowTicket
ShowTicketComments
StealTicket
SuperUser
TakeTicket
Watch
WatchAsAdminCc


I am using RT as a member in the above "Operations" group.


What have I forgotten when creating my new queues? Any ideas?

Thanks in advance!


/Anders Ekstrand


From kfh at mqsoftware.com  Mon May  7 12:20:45 2007
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Mon, 7 May 2007 11:20:45 -0500
Subject: [rt-users] undefined subroutine FirstMonday in RTx::Calendar
Message-ID: <63BEA5E623E09F4D92233FB12A9F7943F45D36@emailmn.mqsoftware.com>

Just set up a new 3.6.3 install and installed RTx::Calendar (first time I've tried to use it), and am getting the error below.

I've checked the obvious things that I could think of, before I go really digging, does anyone have a solution off the top of their head?

System error
error:?
Undefined subroutine &RTx::Calendar::FirstMonday called at /opt/rt3/share/html/Search/Calendar.html line 134.
context:?
...?

130:?
131:?
my $rtdate = RT::Date->new($session{'CurrentUser'});
132:?
133:?
my $today = DateTime->today;
134:?
my $date = RTx::Calendar::FirstMonday($Year, $Month + 1);
135:?
my $end = RTx::Calendar::LastSunday($Year, $Month + 1);
136:?
137:?
# use this to loop over days until $end
138:?
my $set = DateTime::Set->from_recurrence(
...?


code stack:?
/opt/rt3/share/html/Search/Calendar.html:134
/opt/rt3/share/html/autohandler:292


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



From Jacob at buschs.com  Mon May  7 12:40:16 2007
From: Jacob at buschs.com (Jacob Helwig)
Date: Mon, 7 May 2007 12:40:16 -0400
Subject: [rt-users] undefined subroutine FirstMonday in RTx::Calendar
In-Reply-To: <63BEA5E623E09F4D92233FB12A9F7943F45D36@emailmn.mqsoftware.com>
Message-ID: <B2E89743C79B364482E6AE35414E516201EABE5D@mail.buschs.net>

If you go to your RT lib directory, and cd to where RTX::Calendar was installed, you probably will get an error about DateTime::Set[1] being missing, if you try to run: perl Calendar.pm.

Something like this:
/usr/local/share/request-tracker3.6/lib/RTx$ perl Calendar.pm
Can't locate DateTime/Set.pm in @INC (@INC contains: /etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at Calendar.pm line 5.
BEGIN failed--compilation aborted at Calendar.pm line 5.

This threw me off for quite a while, too.

[1] http://search.cpan.org/dist/DateTime-Set/

-- 
Jacob Helwig
PC Technician
Busch's Help Desk
Desk: x35221
Direct: 734-214-8221

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel
Sent: Monday, May 07, 2007 12:21 PM
To: RT Users
Subject: [rt-users] undefined subroutine FirstMonday in RTx::Calendar

Just set up a new 3.6.3 install and installed RTx::Calendar (first time I've tried to use it), and am getting the error below.

I've checked the obvious things that I could think of, before I go really digging, does anyone have a solution off the top of their head?

System error
error:?
Undefined subroutine &RTx::Calendar::FirstMonday called at /opt/rt3/share/html/Search/Calendar.html line 134.
context:?
...?

130:?
131:?
my $rtdate = RT::Date->new($session{'CurrentUser'});
132:?
133:?
my $today = DateTime->today;
134:?
my $date = RTx::Calendar::FirstMonday($Year, $Month + 1);
135:?
my $end = RTx::Calendar::LastSunday($Year, $Month + 1);
136:?
137:?
# use this to loop over days until $end
138:?
my $set = DateTime::Set->from_recurrence(
...?


code stack:?
/opt/rt3/share/html/Search/Calendar.html:134
/opt/rt3/share/html/autohandler:292


-- 
Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.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 kfh at mqsoftware.com  Mon May  7 13:30:08 2007
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Mon, 7 May 2007 12:30:08 -0500
Subject: [rt-users] undefined subroutine FirstMonday in RTx::Calendar
In-Reply-To: <B2E89743C79B364482E6AE35414E516201EABE5D@mail.buschs.net>
References: <63BEA5E623E09F4D92233FB12A9F7943F45D36@emailmn.mqsoftware.com>
	<B2E89743C79B364482E6AE35414E516201EABE5D@mail.buschs.net>
Message-ID: <63BEA5E623E09F4D92233FB12A9F7943F45D3B@emailmn.mqsoftware.com>

Thanks Jacob, that did it.

I've updated the Wiki....

-- 

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


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Jacob Helwig
> Sent: Monday, May 07, 2007 11:40 AM
> To: RT Users
> Subject: RE: [rt-users] undefined subroutine FirstMonday in
> RTx::Calendar
> 
> If you go to your RT lib directory, and cd to where RTX::Calendar was
> installed, you probably will get an error about DateTime::Set[1] being
> missing, if you try to run: perl Calendar.pm.
> 
> Something like this:
> /usr/local/share/request-tracker3.6/lib/RTx$ perl Calendar.pm
> Can't locate DateTime/Set.pm in @INC (@INC contains: /etc/perl
> /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8 /usr/lib/perl5
> /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
> /usr/local/lib/site_perl .) at Calendar.pm line 5.
> BEGIN failed--compilation aborted at Calendar.pm line 5.
> 
> This threw me off for quite a while, too.
> 
> [1] http://search.cpan.org/dist/DateTime-Set/
> 
> --
> Jacob Helwig
> PC Technician
> Busch's Help Desk
> Desk: x35221
> Direct: 734-214-8221
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel
> Sent: Monday, May 07, 2007 12:21 PM
> To: RT Users
> Subject: [rt-users] undefined subroutine FirstMonday in RTx::Calendar
> 
> Just set up a new 3.6.3 install and installed RTx::Calendar (first
> time I've tried to use it), and am getting the error below.
> 
> I've checked the obvious things that I could think of, before I go
> really digging, does anyone have a solution off the top of their head?
> 
> System error
> error:
> Undefined subroutine &RTx::Calendar::FirstMonday called at
> /opt/rt3/share/html/Search/Calendar.html line 134.
> context:
> ...
> 
> 130:
> 131:
> my $rtdate = RT::Date->new($session{'CurrentUser'});
> 132:
> 133:
> my $today = DateTime->today;
> 134:
> my $date = RTx::Calendar::FirstMonday($Year, $Month + 1);
> 135:
> my $end = RTx::Calendar::LastSunday($Year, $Month + 1);
> 136:
> 137:
> # use this to loop over days until $end
> 138:
> my $set = DateTime::Set->from_recurrence(
> ...
> 
> 
> code stack:
> /opt/rt3/share/html/Search/Calendar.html:134
> /opt/rt3/share/html/autohandler:292
> 
> 
> --
> Kelly F. Hickel
> Senior Software Architect
> MQSoftware, Inc
> 952.345.8677
> kfh at mqsoftware.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 kellermg at potsdam.edu  Mon May  7 13:36:58 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Mon, 07 May 2007 13:36:58 -0400
Subject: [rt-users] Newly created Queues does not show up
In-Reply-To: <5B1FB38F78714645A3626F1332274E52C930F2@indus.drutt.com>
References: <4639FE29.6090104@vonage.com>
	<D7D6CEA9-19FA-42EE-8B77-54BBD1DAACF6@bestpractical.com>
	<589c94400705031704j6d34e7d9yc93be65aaa75ca12@mail.gmail.com>
	<463B31A4.7090006@vonage.com>
	<121463DC-BD84-409B-8406-E21D0DA036A4@bestpractical.com>
	<5B1FB38F78714645A3626F1332274E52C930F2@indus.drutt.com>
Message-ID: <1178559418.3916.8.camel@mlap>

Restart your browser.

On Mon, 2007-05-07 at 18:15 +0200, Anders Ekstrand wrote:
> Hi all,
> 
> I recently upgraded from RT 3.6.3 from 3.6.1, and today I created 7 new
> queues in the same manner that I have always done it before in previous
> versions.
> 
> My problem is, however, that all of the new queues only show up in the
> list "Configuration -> Queues", but not in either of:
> 
> - The right-most drop down list "New ticket in"
> - The drop down list in the Ticket edit page "Basics"
> - The drop down list in the Ticket edit page "Jumbo"
> 
> I can create tickets via mail in any of the new queues, so it looks like
> the rt-mailgate can use it.
> 
> I have no per-queue rights on any of my queues, old or new.
> 
> I do have Global group rights as follows:
> 
> 
> Everyone
> ========
> CommentOnTicket
> CreateTicket
> DeleteTicket
> ModifySelf
> ModifyTicket
> ReplyToTicket
> SeeCustomField
> SeeQueue
> ShowTicket
> ShowTicketComments
> 
> 
> Operations
> ==========
> AdminAllPersonalGroups
> AdminCustomField
> AdminGroup
> AdminGroupMembership
> AdminOwnPersonalGroups
> AdminQueue
> AdminUsers
> AssignCustomFields
> CommentOnTicket
> CreateSavedSearch
> CreateTicket
> DelegateRights
> DeleteTicket
> EditSavedSearches
> LoadSavedSearch
> ModifyACL
> ModifyCustomField
> ModifyOwnMembership
> ModifyQueueWatchers
> ModifyScrips
> ModifySelf
> ModifyTemplate
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeCustomField
> SeeGroup
> SeeQueue
> ShowACL
> ShowConfigTab
> ShowOutgoingEmail
> ShowSavedSearches
> ShowScrips
> ShowTemplate
> ShowTicket
> ShowTicketComments
> StealTicket
> SuperUser
> TakeTicket
> Watch
> WatchAsAdminCc
> 
> 
> I am using RT as a member in the above "Operations" group.
> 
> 
> What have I forgotten when creating my new queues? Any ideas?
> 
> Thanks in advance!
> 
> 
> /Anders Ekstrand
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From HelmuthRamirez at compupay.com  Mon May  7 13:35:09 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Mon, 7 May 2007 13:35:09 -0400
Subject: [rt-users] Newly created Queues does not show up
In-Reply-To: <5B1FB38F78714645A3626F1332274E52C930F2@indus.drutt.com>
References: <4639FE29.6090104@vonage.com><D7D6CEA9-19FA-42EE-8B77-54BBD1DAACF6@bestpractical.com><589c94400705031704j6d34e7d9yc93be65aaa75ca12@mail.gmail.com><463B31A4.7090006@vonage.com><121463DC-BD84-409B-8406-E21D0DA036A4@bestpractical.com>
	<5B1FB38F78714645A3626F1332274E52C930F2@indus.drutt.com>
Message-ID: <7314881427FC8A4081673E8CEEA79249044E3970@EXMIAMI01.compupay.com>

Did you log out and log back in?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Anders
Ekstrand
Sent: Monday, May 07, 2007 12:16 PM
To: rt-users at bestpractical.com
Subject: [rt-users] Newly created Queues does not show up

Hi all,

I recently upgraded from RT 3.6.3 from 3.6.1, and today I created 7 new
queues in the same manner that I have always done it before in previous
versions.

My problem is, however, that all of the new queues only show up in the
list "Configuration -> Queues", but not in either of:

- The right-most drop down list "New ticket in"
- The drop down list in the Ticket edit page "Basics"
- The drop down list in the Ticket edit page "Jumbo"

I can create tickets via mail in any of the new queues, so it looks like
the rt-mailgate can use it.

I have no per-queue rights on any of my queues, old or new.

I do have Global group rights as follows:


Everyone
========
CommentOnTicket
CreateTicket
DeleteTicket
ModifySelf
ModifyTicket
ReplyToTicket
SeeCustomField
SeeQueue
ShowTicket
ShowTicketComments


Operations
==========
AdminAllPersonalGroups
AdminCustomField
AdminGroup
AdminGroupMembership
AdminOwnPersonalGroups
AdminQueue
AdminUsers
AssignCustomFields
CommentOnTicket
CreateSavedSearch
CreateTicket
DelegateRights
DeleteTicket
EditSavedSearches
LoadSavedSearch
ModifyACL
ModifyCustomField
ModifyOwnMembership
ModifyQueueWatchers
ModifyScrips
ModifySelf
ModifyTemplate
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeGroup
SeeQueue
ShowACL
ShowConfigTab
ShowOutgoingEmail
ShowSavedSearches
ShowScrips
ShowTemplate
ShowTicket
ShowTicketComments
StealTicket
SuperUser
TakeTicket
Watch
WatchAsAdminCc


I am using RT as a member in the above "Operations" group.


What have I forgotten when creating my new queues? Any ideas?

Thanks in advance!


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

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


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


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From vivek at khera.org  Mon May  7 14:31:23 2007
From: vivek at khera.org (Vivek Khera)
Date: Mon, 7 May 2007 14:31:23 -0400
Subject: [rt-users] Re: RT 4
In-Reply-To: <4637C601.8010503@berkeley.edu>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<4637C601.8010503@berkeley.edu>
Message-ID: <1EE1750D-B9F2-4180-A2A2-43DC913DA40D@khera.org>


On May 1, 2007, at 6:58 PM, Jon Forrest wrote:

> A "native mode" ticket deletion function. I know that Ruslan wrote
> a ticket remover but my understanding is that RT was designed
> assuming that tickets wouldn't be deleted. In these days of
> massive spam, I don't think that's a reasonable assumption.

Having a very strong and complete SQL model (not one hacked up with  
arbitrary values for "lack of relation" and such) would make this  
much simpler.  The DB would handle all the cascading work for you and  
all you need to do is delete either the user or the ticket and the  
rest of the garbage goes with it.

This would be my number 1 "feature" of RT4: a solid relational  
database model in which the DB enforces all data integrity for you.

My number 2 feature would be simplification of the permissions  
management interface... right now it slices vertically so you have to  
go to each queue and manage users per queue.  I'd also like to view  
it horizontally and manage queues per user, for example.  If  
possible, the permissions mechanism should be fixed such that its  
representation in SQL would make for an easier way to query it when  
computing for example the top ten unowned tickets.... right now with  
complex setups with multiple queues you sometimes see fewer than 10  
tickets since you can't view all of the top 10 based on your  
permissions which are computer too late.



From vivek at khera.org  Mon May  7 14:31:23 2007
From: vivek at khera.org (Vivek Khera)
Date: Mon, 7 May 2007 14:31:23 -0400
Subject: [rt-users] Re: RT 4
In-Reply-To: <4637C601.8010503@berkeley.edu>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<4637C601.8010503@berkeley.edu>
Message-ID: <1EE1750D-B9F2-4180-A2A2-43DC913DA40D@khera.org>


On May 1, 2007, at 6:58 PM, Jon Forrest wrote:

> A "native mode" ticket deletion function. I know that Ruslan wrote
> a ticket remover but my understanding is that RT was designed
> assuming that tickets wouldn't be deleted. In these days of
> massive spam, I don't think that's a reasonable assumption.

Having a very strong and complete SQL model (not one hacked up with  
arbitrary values for "lack of relation" and such) would make this  
much simpler.  The DB would handle all the cascading work for you and  
all you need to do is delete either the user or the ticket and the  
rest of the garbage goes with it.

This would be my number 1 "feature" of RT4: a solid relational  
database model in which the DB enforces all data integrity for you.

My number 2 feature would be simplification of the permissions  
management interface... right now it slices vertically so you have to  
go to each queue and manage users per queue.  I'd also like to view  
it horizontally and manage queues per user, for example.  If  
possible, the permissions mechanism should be fixed such that its  
representation in SQL would make for an easier way to query it when  
computing for example the top ten unowned tickets.... right now with  
complex setups with multiple queues you sometimes see fewer than 10  
tickets since you can't view all of the top 10 based on your  
permissions which are computer too late.



From ruslan.zakirov at gmail.com  Mon May  7 15:10:06 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 7 May 2007 23:10:06 +0400
Subject: [rt-users] Re: RT 4
In-Reply-To: <1EE1750D-B9F2-4180-A2A2-43DC913DA40D@khera.org>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<4637C601.8010503@berkeley.edu>
	<1EE1750D-B9F2-4180-A2A2-43DC913DA40D@khera.org>
Message-ID: <589c94400705071210l347a2aa7h327a1631cc892f9c@mail.gmail.com>

On 5/7/07, Vivek Khera <vivek at khera.org> wrote:
>
> On May 1, 2007, at 6:58 PM, Jon Forrest wrote:
>
> > A "native mode" ticket deletion function. I know that Ruslan wrote
> > a ticket remover but my understanding is that RT was designed
> > assuming that tickets wouldn't be deleted. In these days of
> > massive spam, I don't think that's a reasonable assumption.
>
> Having a very strong and complete SQL model (not one hacked up with
> arbitrary values for "lack of relation" and such) would make this
> much simpler.  The DB would handle all the cascading work for you and
> all you need to do is delete either the user or the ticket and the
> rest of the garbage goes with it.
>
> This would be my number 1 "feature" of RT4: a solid relational
> database model in which the DB enforces all data integrity for you.
It's also now possible as MySQL has support for triggers, however
I don't think it's a good way to go before RT 5.0 :)


>
> My number 2 feature would be simplification of the permissions
> management interface... right now it slices vertically so you have to
> go to each queue and manage users per queue.  I'd also like to view
> it horizontally and manage queues per user, for example.  If
> possible, the permissions mechanism should be fixed such that its
> representation in SQL would make for an easier way to query it when
> computing for example the top ten unowned tickets.... right now with
> complex setups with multiple queues you sometimes see fewer than 10
> tickets since you can't view all of the top 10 based on your
> permissions which are computer too late.
+1 on this

>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 May  7 15:10:06 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Mon, 7 May 2007 23:10:06 +0400
Subject: [rt-users] Re: RT 4
In-Reply-To: <1EE1750D-B9F2-4180-A2A2-43DC913DA40D@khera.org>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<4637C601.8010503@berkeley.edu>
	<1EE1750D-B9F2-4180-A2A2-43DC913DA40D@khera.org>
Message-ID: <589c94400705071210l347a2aa7h327a1631cc892f9c@mail.gmail.com>

On 5/7/07, Vivek Khera <vivek at khera.org> wrote:
>
> On May 1, 2007, at 6:58 PM, Jon Forrest wrote:
>
> > A "native mode" ticket deletion function. I know that Ruslan wrote
> > a ticket remover but my understanding is that RT was designed
> > assuming that tickets wouldn't be deleted. In these days of
> > massive spam, I don't think that's a reasonable assumption.
>
> Having a very strong and complete SQL model (not one hacked up with
> arbitrary values for "lack of relation" and such) would make this
> much simpler.  The DB would handle all the cascading work for you and
> all you need to do is delete either the user or the ticket and the
> rest of the garbage goes with it.
>
> This would be my number 1 "feature" of RT4: a solid relational
> database model in which the DB enforces all data integrity for you.
It's also now possible as MySQL has support for triggers, however
I don't think it's a good way to go before RT 5.0 :)


>
> My number 2 feature would be simplification of the permissions
> management interface... right now it slices vertically so you have to
> go to each queue and manage users per queue.  I'd also like to view
> it horizontally and manage queues per user, for example.  If
> possible, the permissions mechanism should be fixed such that its
> representation in SQL would make for an easier way to query it when
> computing for example the top ten unowned tickets.... right now with
> complex setups with multiple queues you sometimes see fewer than 10
> tickets since you can't view all of the top 10 based on your
> permissions which are computer too late.
+1 on this

>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 pedro.santa at gmail.com  Mon May  7 17:23:26 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Mon, 7 May 2007 22:23:26 +0100
Subject: [rt-users] RT replies apear as text/html attach on Horde
Message-ID: <566b419c0705071423o41f59a9dt4a65d4c89544fed0@mail.gmail.com>

Hi list!

I think the subject pretty much says it all. The replies appear as
attachments (text/html) on the Horde Webmail. On my Outlook, they look
just fine.

Does someone knows how can I put this right and display the messages
properly on Horde?

My RT is 3.4.1 and my Horde is 3.1.1.

Thankfully. The best regards.

Pedro Machado Santa


From KFCrocker at lbl.gov  Mon May  7 17:26:53 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 07 May 2007 14:26:53 -0700
Subject: [rt-users] Rt 4
Message-ID: <463F999D.7050200@lbl.gov>

To Jesse,


	If this doesn't already exist in 3.6.x (I'm not up on that one yet), I 
would like to see an easy way to get all dates used in RT, both display 
and reporting, to default to the date format set as the default date 
format used by the system/database database.


Kenn
LBNL


From KFCrocker at lbl.gov  Mon May  7 19:01:21 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 07 May 2007 16:01:21 -0700
Subject: [rt-users] Help with scrip
In-Reply-To: <6.2.1.2.2.20070427130148.0296e8d0@mail.sdsu.edu>
References: <46324916.2020307@lbl.gov>
	<6.2.1.2.2.20070427130148.0296e8d0@mail.sdsu.edu>
Message-ID: <463FAFC1.1060301@lbl.gov>

Gene,

	Thanks, But it still doesn't work. I now have

return 0 unless {$self->$TransactionObj->Field eq 'Owner'};
return 0 unless {$self->$TransactionObj->OldValue eq $RT::Nobody->Id};
return 1;


	and I get nothing. Any other ideas?

Kenn
LBNL

Gene LeDuc wrote:
> Hi Kenn,
> 
> You want to be comparing OldValue to $RT->Nobody->Id instead of to 
> 'Nobody' like so:
>   return 0 unless $self->TransactionObj->OldValue == $RT::Nobody->Id;
> 
> Gene
> 
> At 12:03 PM 4/27/2007, Kenneth Crocker wrote:
>> To all,
>>
>>
>>         I cannot get the following scrip to run:
>>
>> #
>> # Check for "Nobody' before continuing - saves spam
>> #
>> return 0 unless $self->$TransactionObj->Field eq 'Owner';
>> return 0 unless $self->$TransactionObj->OldValue ne 'Nobody';
>> return 1;
>>
>>         Any ideas?
>>
>> 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 gleduc at mail.sdsu.edu  Mon May  7 19:15:51 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 07 May 2007 16:15:51 -0700
Subject: [rt-users] Help with scrip
In-Reply-To: <463FAFC1.1060301@lbl.gov>
References: <46324916.2020307@lbl.gov>
	<6.2.1.2.2.20070427130148.0296e8d0@mail.sdsu.edu>
	<463FAFC1.1060301@lbl.gov>
Message-ID: <6.2.1.2.2.20070507161444.02da6e78@mail.sdsu.edu>

Hi Kenn,

Lose the "$" in front of TransactionObj.  It should be $self->TransactionObj.

Gene

At 04:01 PM 5/7/2007, Kenneth Crocker wrote:
>Gene,
>
>         Thanks, But it still doesn't work. I now have
>
>return 0 unless {$self->$TransactionObj->Field eq 'Owner'};
>return 0 unless {$self->$TransactionObj->OldValue eq $RT::Nobody->Id};
>return 1;
>
>
>         and I get nothing. Any other ideas?
>
>Kenn
>LBNL
>
>Gene LeDuc wrote:
>>Hi Kenn,
>>You want to be comparing OldValue to $RT->Nobody->Id instead of to 
>>'Nobody' like so:
>>   return 0 unless $self->TransactionObj->OldValue == $RT::Nobody->Id;
>>Gene
>>At 12:03 PM 4/27/2007, Kenneth Crocker wrote:
>>>To all,
>>>
>>>
>>>         I cannot get the following scrip to run:
>>>
>>>#
>>># Check for "Nobody' before continuing - saves spam
>>>#
>>>return 0 unless $self->$TransactionObj->Field eq 'Owner';
>>>return 0 unless $self->$TransactionObj->OldValue ne 'Nobody';
>>>return 1;
>>>
>>>         Any ideas?
>>>
>>>Kenn
>>>LBNL
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>Community help: http://wiki.bestpractical.com
>>>Commercial support: sales at bestpractical.com
>>>
>>>
>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
>>>a copy at http://rtbook.bestpractical.com
>
>
>--
>Gene LeDuc, GSEC
>Security Analyst
>San Diego State University 



From pedro.santa at gmail.com  Mon May  7 20:12:29 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Tue, 8 May 2007 01:12:29 +0100
Subject: [rt-users] RT replies apear as text/html attach on Horde
In-Reply-To: <566b419c0705071423o41f59a9dt4a65d4c89544fed0@mail.gmail.com>
References: <566b419c0705071423o41f59a9dt4a65d4c89544fed0@mail.gmail.com>
Message-ID: <566b419c0705071712r4eb6ffedge3ad5a36eb4f47c7@mail.gmail.com>

Hi list!

I think the subject pretty much says it all. The replies appear as
attachments (text/html) on the Horde Webmail. On my Outlook, they look
just fine.

Does someone knows how can I put this right and display the messages
properly on Horde?

My RT is 3.4.1 and my Horde is 3.1.1.

Thankfully. The best regards.

Pedro Machado Santa


From KFCrocker at lbl.gov  Tue May  8 00:27:51 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 07 May 2007 21:27:51 -0700
Subject: [rt-users] Help with scrip
In-Reply-To: <6.2.1.2.2.20070507161444.02da6e78@mail.sdsu.edu>
References: <46324916.2020307@lbl.gov>
	<6.2.1.2.2.20070427130148.0296e8d0@mail.sdsu.edu>
	<463FAFC1.1060301@lbl.gov>
	<6.2.1.2.2.20070507161444.02da6e78@mail.sdsu.edu>
Message-ID: <463FFC47.8060703@lbl.gov>

Gene,


	DUH!! Thanks for the help.


Kenn
LBNL

Gene LeDuc wrote:
> Hi Kenn,
> 
> Lose the "$" in front of TransactionObj.  It should be 
> $self->TransactionObj.
> 
> Gene
> 
> At 04:01 PM 5/7/2007, Kenneth Crocker wrote:
>> Gene,
>>
>>         Thanks, But it still doesn't work. I now have
>>
>> return 0 unless {$self->$TransactionObj->Field eq 'Owner'};
>> return 0 unless {$self->$TransactionObj->OldValue eq $RT::Nobody->Id};
>> return 1;
>>
>>
>>         and I get nothing. Any other ideas?
>>
>> Kenn
>> LBNL
>>
>> Gene LeDuc wrote:
>>> Hi Kenn,
>>> You want to be comparing OldValue to $RT->Nobody->Id instead of to 
>>> 'Nobody' like so:
>>>   return 0 unless $self->TransactionObj->OldValue == $RT::Nobody->Id;
>>> Gene
>>> At 12:03 PM 4/27/2007, Kenneth Crocker wrote:
>>>> To all,
>>>>
>>>>
>>>>         I cannot get the following scrip to run:
>>>>
>>>> #
>>>> # Check for "Nobody' before continuing - saves spam
>>>> #
>>>> return 0 unless $self->$TransactionObj->Field eq 'Owner';
>>>> return 0 unless $self->$TransactionObj->OldValue ne 'Nobody';
>>>> return 1;
>>>>
>>>>         Any ideas?
>>>>
>>>> Kenn
>>>> LBNL
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> -- 
>> Gene LeDuc, GSEC
>> Security Analyst
>> San Diego State University 
> 


From KFCrocker at lbl.gov  Tue May  8 01:14:36 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Mon, 07 May 2007 22:14:36 -0700
Subject: [rt-users] Wierd result
Message-ID: <4640073C.5020005@lbl.gov>

To all,

	I  have created the following scrip/conditions:

	Condition: User Defined
	Action: Notify AdminCc's, Cc's, Requestors
	Template: Reviewed (new template created as well)

	Custom Condition:

	# condition execution on ticket status and Custom Field value

         return ($self->TicketObj->Status eq "new" &&
                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
                 eq "Reviewing Request");
         return 0;

	Custom Action Preparation Code: none

	Custom Action Cleanup code:

         # set new status for work-status

         my $cf_obj;
         my $cf_name;
         my $cf_value;

         $cf_obj = RT::CustomField->new($RT::SystemUser);
         $cf_name = "Work-Status";
         $cf_value = "Pending Decision";
         $RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
         $cf_obj->LoadByName( Name => $cf_name );
         $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() 
         	."\n" );
         $cf_obj->AddValueForObject( Object=>$self->TicketObj, 
      	Content=>$cf_value, );

	# set new status for ticket

	$RT::Logger->debug( $self->TicketObj->SetStatus("pending rv");


	I have also added the new ticket status value in my RT Configuration.

	My problem is 1; I get a template sent out that I did not ask for (I 
get new owner like for an owner change).
	2; the ticket status doesn't get changed.

	Any ideas?  Thanks.

Kenn
LBNL


From anders.ekstrand at drutt.com  Tue May  8 02:31:02 2007
From: anders.ekstrand at drutt.com (Anders Ekstrand)
Date: Tue, 08 May 2007 08:31:02 +0200
Subject: [rt-users] Newly created Queues does not show up
In-Reply-To: <1178559418.3916.8.camel@mlap>
References: <4639FE29.6090104@vonage.com>
	<D7D6CEA9-19FA-42EE-8B77-54BBD1DAACF6@bestpractical.com>
	<589c94400705031704j6d34e7d9yc93be65aaa75ca12@mail.gmail.com>
	<463B31A4.7090006@vonage.com>
	<121463DC-BD84-409B-8406-E21D0DA036A4@bestpractical.com>
	<5B1FB38F78714645A3626F1332274E52C930F2@indus.drutt.com>
	<1178559418.3916.8.camel@mlap>
Message-ID: <1178605862.26465.1.camel@pavo.dhcp.drutt.net>

Many thanks!

It really was that simple, and still I didn't try that until now...

Best Regards - Anders

On Mon, 2007-05-07 at 13:36 -0400, Matthew Keller wrote:
> Restart your browser.
> 
> On Mon, 2007-05-07 at 18:15 +0200, Anders Ekstrand wrote:
> > Hi all,
> > 
> > I recently upgraded from RT 3.6.3 from 3.6.1, and today I created 7 new
> > queues in the same manner that I have always done it before in previous
> > versions.
> > 
> > My problem is, however, that all of the new queues only show up in the
> > list "Configuration -> Queues", but not in either of:
> > 
> > - The right-most drop down list "New ticket in"
> > - The drop down list in the Ticket edit page "Basics"
> > - The drop down list in the Ticket edit page "Jumbo"
> > 
> > I can create tickets via mail in any of the new queues, so it looks like
> > the rt-mailgate can use it.
> > 
> > I have no per-queue rights on any of my queues, old or new.
> > 
> > I do have Global group rights as follows:
> > 
> > 
> > Everyone
> > ========
> > CommentOnTicket
> > CreateTicket
> > DeleteTicket
> > ModifySelf
> > ModifyTicket
> > ReplyToTicket
> > SeeCustomField
> > SeeQueue
> > ShowTicket
> > ShowTicketComments
> > 
> > 
> > Operations
> > ==========
> > AdminAllPersonalGroups
> > AdminCustomField
> > AdminGroup
> > AdminGroupMembership
> > AdminOwnPersonalGroups
> > AdminQueue
> > AdminUsers
> > AssignCustomFields
> > CommentOnTicket
> > CreateSavedSearch
> > CreateTicket
> > DelegateRights
> > DeleteTicket
> > EditSavedSearches
> > LoadSavedSearch
> > ModifyACL
> > ModifyCustomField
> > ModifyOwnMembership
> > ModifyQueueWatchers
> > ModifyScrips
> > ModifySelf
> > ModifyTemplate
> > ModifyTicket
> > OwnTicket
> > ReplyToTicket
> > SeeCustomField
> > SeeGroup
> > SeeQueue
> > ShowACL
> > ShowConfigTab
> > ShowOutgoingEmail
> > ShowSavedSearches
> > ShowScrips
> > ShowTemplate
> > ShowTicket
> > ShowTicketComments
> > StealTicket
> > SuperUser
> > TakeTicket
> > Watch
> > WatchAsAdminCc
> > 
> > 
> > I am using RT as a member in the above "Operations" group.
> > 
> > 
> > What have I forgotten when creating my new queues? Any ideas?
> > 
> > Thanks in advance!
> > 
> > 
> > /Anders Ekstrand
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> 


From j0ey at j0ey.de  Tue May  8 02:30:54 2007
From: j0ey at j0ey.de (joey)
Date: Tue, 08 May 2007 08:30:54 +0200
Subject: [rt-users] Default Templates/Scrips for ___Approvals needed
Message-ID: <4640191E.1000906@j0ey.de>

Hey there,

Anyone mind to give me default templates/scrips from the ___Approvals-Queue?


Thanks in advance,
joey


From sturner at MIT.EDU  Tue May  8 09:07:07 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 08 May 2007 09:07:07 -0400
Subject: [rt-users] Wierd result
In-Reply-To: <4640073C.5020005@lbl.gov>
References: <4640073C.5020005@lbl.gov>
Message-ID: <6.2.3.4.2.20070508085833.03da2120@po14.mit.edu>

At Tuesday 5/8/2007 01:14 AM, Kenneth Crocker wrote:
>To all,
>
>         I  have created the following scrip/conditions:
>
>         Condition: User Defined
>         Action: Notify AdminCc's, Cc's, Requestors
>         Template: Reviewed (new template created as well)
>
>         Custom Condition:
>
>         # condition execution on ticket status and Custom Field value
>
>         return ($self->TicketObj->Status eq "new" &&
>                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
>                 eq "Reviewing Request");
>         return 0;
>
>         Custom Action Preparation Code: none
>
>         Custom Action Cleanup code:
>
>         # set new status for work-status
>
>         my $cf_obj;
>         my $cf_name;
>         my $cf_value;
>
>         $cf_obj = RT::CustomField->new($RT::SystemUser);
>         $cf_name = "Work-Status";
>         $cf_value = "Pending Decision";
>         $RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
>         $cf_obj->LoadByName( Name => $cf_name );
>         $RT::Logger->debug( "Loaded \$cf_obj->Name = ". 
> $cf_obj->Name()                 ."\n" );
>         $cf_obj->AddValueForObject( 
> Object=>$self->TicketObj,           Content=>$cf_value, );
>
>         # set new status for ticket
>
>         $RT::Logger->debug( $self->TicketObj->SetStatus("pending rv");
>
>
>         I have also added the new ticket status value in my RT Configuration.
>
>         My problem is 1; I get a template sent out that I did not 
> ask for (I get new owner like for an owner change).
>         2; the ticket status doesn't get changed.
>
>         Any ideas?  Thanks.
>
>Kenn
>LBNL


Hi Kenn,

One question - what action in RT are you hoping will trigger this scrip?

Re the two problems:

1) The unasked-for template email must be generated by a different 
scrip - there's no way this scrip could use a template other than the 
one you specified.

2) The custom condition code seems problematic - it doesn't check for 
transaction type, which means it will return 1 for ANY ticket 
transaction for a ticket with status = new and custom field = your 
value. Is that what you want, or do you want to capture a CF change?

Also, by trying to change status in the scrip action, you may be 
running into the problem with whatever status value was on the screen 
overriding your scrip change.

Hope this is helpful,
Steve 



From baloo at ursine.ca  Tue May  8 04:15:11 2007
From: baloo at ursine.ca (Paul Johnson)
Date: Tue, 08 May 2007 01:15:11 -0700
Subject: [rt-users] Re: Email recipients confusing!
References: <20070503135022.768284D83A0@diesel.bestpractical.com>	<463A1C66.8090503@genarts.com>
	<2375737.BJazijR31f@ursa-major.ursine.ca>
	<463B3B50.608@genarts.com>
Message-ID: <6530728.y7DtetC3zi@ursa-major.ursine.ca>

Gary Oberbrunner wrote in Article <463B3B50.608 at genarts.com> posted to
gmane.comp.bug-tracking.request-tracker.user:

> Paul Johnson wrote:
>> Gary: If you're going to use the digests, be sure to split the digest
>> into
>> individual messages and reply to those and not the digest itself.  A
>> great example how to do this is available in the procmailex manpage.
>> Replying to the individual messages preserves threading, replying to the
>> digest breaks it.
>> 
>> If you're not sure how or are unwilling to do that, please read this list
>> via nntp://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user
>> instead.
> 
> Will do -- sorry about that.  nntp works great, I'm replying to this msg
> from the nntp feed now.  And thanks for the Cc clarifications!

No problem.  Hope it didn't come off too heavy handed.  Trying to be helpful
when providing pointers.  :o)

-- 
Paul Johnson
Email and IM (XMPP & Google Talk): baloo at ursine.ca




From ruslan.zakirov at gmail.com  Tue May  8 09:26:47 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 8 May 2007 17:26:47 +0400
Subject: [rt-users] Newly created Queues does not show up
In-Reply-To: <1178605862.26465.1.camel@pavo.dhcp.drutt.net>
References: <4639FE29.6090104@vonage.com>
	<D7D6CEA9-19FA-42EE-8B77-54BBD1DAACF6@bestpractical.com>
	<589c94400705031704j6d34e7d9yc93be65aaa75ca12@mail.gmail.com>
	<463B31A4.7090006@vonage.com>
	<121463DC-BD84-409B-8406-E21D0DA036A4@bestpractical.com>
	<5B1FB38F78714645A3626F1332274E52C930F2@indus.drutt.com>
	<1178559418.3916.8.camel@mlap>
	<1178605862.26465.1.camel@pavo.dhcp.drutt.net>
Message-ID: <589c94400705080626y8f0bf37x15c8af8e1f8066fb@mail.gmail.com>

updated http://wiki.bestpractical.com/?SeeQueue

On 5/8/07, Anders Ekstrand <anders.ekstrand at drutt.com> wrote:
> Many thanks!
>
> It really was that simple, and still I didn't try that until now...
>
> Best Regards - Anders
>
> On Mon, 2007-05-07 at 13:36 -0400, Matthew Keller wrote:
> > Restart your browser.
> >
> > On Mon, 2007-05-07 at 18:15 +0200, Anders Ekstrand wrote:
> > > Hi all,
> > >
> > > I recently upgraded from RT 3.6.3 from 3.6.1, and today I created 7 new
> > > queues in the same manner that I have always done it before in previous
> > > versions.
> > >
> > > My problem is, however, that all of the new queues only show up in the
> > > list "Configuration -> Queues", but not in either of:
> > >
> > > - The right-most drop down list "New ticket in"
> > > - The drop down list in the Ticket edit page "Basics"
> > > - The drop down list in the Ticket edit page "Jumbo"
> > >
> > > I can create tickets via mail in any of the new queues, so it looks like
> > > the rt-mailgate can use it.
> > >
> > > I have no per-queue rights on any of my queues, old or new.
> > >
> > > I do have Global group rights as follows:
> > >
> > >
> > > Everyone
> > > ========
> > > CommentOnTicket
> > > CreateTicket
> > > DeleteTicket
> > > ModifySelf
> > > ModifyTicket
> > > ReplyToTicket
> > > SeeCustomField
> > > SeeQueue
> > > ShowTicket
> > > ShowTicketComments
> > >
> > >
> > > Operations
> > > ==========
> > > AdminAllPersonalGroups
> > > AdminCustomField
> > > AdminGroup
> > > AdminGroupMembership
> > > AdminOwnPersonalGroups
> > > AdminQueue
> > > AdminUsers
> > > AssignCustomFields
> > > CommentOnTicket
> > > CreateSavedSearch
> > > CreateTicket
> > > DelegateRights
> > > DeleteTicket
> > > EditSavedSearches
> > > LoadSavedSearch
> > > ModifyACL
> > > ModifyCustomField
> > > ModifyOwnMembership
> > > ModifyQueueWatchers
> > > ModifyScrips
> > > ModifySelf
> > > ModifyTemplate
> > > ModifyTicket
> > > OwnTicket
> > > ReplyToTicket
> > > SeeCustomField
> > > SeeGroup
> > > SeeQueue
> > > ShowACL
> > > ShowConfigTab
> > > ShowOutgoingEmail
> > > ShowSavedSearches
> > > ShowScrips
> > > ShowTemplate
> > > ShowTicket
> > > ShowTicketComments
> > > StealTicket
> > > SuperUser
> > > TakeTicket
> > > Watch
> > > WatchAsAdminCc
> > >
> > >
> > > I am using RT as a member in the above "Operations" group.
> > >
> > >
> > > What have I forgotten when creating my new queues? Any ideas?
> > >
> > > Thanks in advance!
> > >
> > >
> > > /Anders Ekstrand
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Community help: http://wiki.bestpractical.com
> > > Commercial support: 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 kamber.dalal at verizonbusiness.com  Tue May  8 10:31:17 2007
From: kamber.dalal at verizonbusiness.com (Dalal, Kamber Z (Kamber))
Date: Tue, 08 May 2007 14:31:17 +0000
Subject: [rt-users] Populate ticket Owner's Real Name in template
Message-ID: <B9C3DB5A5ABC7442A67E728E52EFF68F3C816F@ASHEVS007.mcilink.com>

The string/variable $Ticket->Id is the ticket number.  What are the
variables for ticket Owner's (who is a privileged user):
 
Real Name
Email            and in Phone numbers 'Work' field values?
 
Thank you,
Kamber Dalal
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From luca.villani at staff.dada.net  Tue May  8 10:41:13 2007
From: luca.villani at staff.dada.net (Luca Villani)
Date: Tue, 8 May 2007 16:41:13 +0200
Subject: [rt-users] RT and mysql replication
In-Reply-To: <20070504162653.GN19464@it.is.rice.edu>
References: <16426EA38D57E74CB1DE5A6AE1DB03944854B1@w3hamboex11.ger.win.int.kn>
	<200705041815.37350.luca.villani@staff.dada.net>
	<20070504162653.GN19464@it.is.rice.edu>
Message-ID: <200705081641.13930.luca.villani@staff.dada.net>

Alle 18:26, venerd? 4 maggio 2007, Kenneth Marshall ha scritto:


> Since RT uses DBI to access the underlying database, you should be able
> to use DBIx::DBCluster to send your writes to the master DB and read from
> the slave(s).

Do you know something on the net using DBIx::DBCluster for an RT patch?

Or are you suggest me to patch the code?



-- 
Luca Villani            Mobile Team, Dada S.p.A.
                        Tel: +39 055 2267220    Mob: +39 335 8753086
                        ICQ: 76272621           Skype: luca.villani
GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719  8761 1B79 82CC F0B5 B7CF


From gleduc at mail.sdsu.edu  Tue May  8 12:03:36 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 08 May 2007 09:03:36 -0700
Subject: [rt-users] Wierd result
In-Reply-To: <4640073C.5020005@lbl.gov>
References: <4640073C.5020005@lbl.gov>
Message-ID: <6.2.1.2.2.20070508085211.02cf36f8@mail.sdsu.edu>

Hi Kenn,

In addition to what Steve pointed out, I think you have an error in your 
condition code.  The second term of
>                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
should probably be TicketObj instead of Ticket.

Something I started doing with my scrips to avoid making Ticket/TicketObj 
mistakes when jumping between scrips and templates is I always start my 
scrips off with the following 2 lines:
   my $Ticket = $self->TicketObj;
   my $Transaction = $self->TransactionObj;

Now I can just copy code snippets between templates and scrips without 
having to change any of the Transaction or Ticket references (for instance, 
ticket status is $Ticket->Status whether it's in a scrip or 
template).  This is especially handy when I have subroutines that I use in 
both scrips and templates.  Plus I never get the $self->Ticket or 
$self->$TicketObj errors anymore.

Gene

At 10:14 PM 5/7/2007, Kenneth Crocker wrote:
>To all,
>
>         I  have created the following scrip/conditions:
>
>         Condition: User Defined
>         Action: Notify AdminCc's, Cc's, Requestors
>         Template: Reviewed (new template created as well)
>
>         Custom Condition:
>
>         # condition execution on ticket status and Custom Field value
>
>         return ($self->TicketObj->Status eq "new" &&
>                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
>                 eq "Reviewing Request");
>         return 0;
>
>         Custom Action Preparation Code: none
>
>         Custom Action Cleanup code:
>
>         # set new status for work-status
>
>         my $cf_obj;
>         my $cf_name;
>         my $cf_value;
>
>         $cf_obj = RT::CustomField->new($RT::SystemUser);
>         $cf_name = "Work-Status";
>         $cf_value = "Pending Decision";
>         $RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
>         $cf_obj->LoadByName( Name => $cf_name );
>         $RT::Logger->debug( "Loaded \$cf_obj->Name = ". 
> $cf_obj->Name()                 ."\n" );
>         $cf_obj->AddValueForObject( 
> Object=>$self->TicketObj,           Content=>$cf_value, );
>
>         # set new status for ticket
>
>         $RT::Logger->debug( $self->TicketObj->SetStatus("pending rv");
>
>
>         I have also added the new ticket status value in my RT Configuration.
>
>         My problem is 1; I get a template sent out that I did not ask for 
> (I get new owner like for an owner change).
>         2; the ticket status doesn't get changed.
>
>         Any ideas?  Thanks.
>
>Kenn
>LBNL
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
>copy at http://rtbook.bestpractical.com


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



From KFCrocker at lbl.gov  Tue May  8 12:05:02 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 08 May 2007 09:05:02 -0700
Subject: [rt-users] Wierd result
In-Reply-To: <6.2.3.4.2.20070508085833.03da2120@po14.mit.edu>
References: <4640073C.5020005@lbl.gov>
	<6.2.3.4.2.20070508085833.03da2120@po14.mit.edu>
Message-ID: <46409FAE.1080106@lbl.gov>

Stephan,


	Thanks for answering. You're right, too confusing. I was originaling 
looking to key off a CF change. I re-thought my condition code and 
decide to just key off the status change.Now I have:

return ($self->TransactionObj->Type eq "Status" &&
         $self->TransactionObj->NewValue eq "pending rv");
return 0;

	and that works OK. I am still getting an extra template so I'll look at 
my other scrips.
	Also, I am not getting a change to a CF in the process. The code is:

my $cf_obj;
my $cf_name;
my $cf_value;

$cf_obj = RT::CustomField->new($RT::SystemUser);
$cf_name = "Work-Status";
$cf_value = "Pending Decision";
$RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loa
ded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
$cf_obj->AddValueForObject( Object=>$self->TicketObj, Content=>$cf_value, );

	Any ideas?  Thanks.


Kenn
LBNL

Stephen Turner wrote:
> At Tuesday 5/8/2007 01:14 AM, Kenneth Crocker wrote:
>> To all,
>>
>>         I  have created the following scrip/conditions:
>>
>>         Condition: User Defined
>>         Action: Notify AdminCc's, Cc's, Requestors
>>         Template: Reviewed (new template created as well)
>>
>>         Custom Condition:
>>
>>         # condition execution on ticket status and Custom Field value
>>
>>         return ($self->TicketObj->Status eq "new" &&
>>                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
>>                 eq "Reviewing Request");
>>         return 0;
>>
>>         Custom Action Preparation Code: none
>>
>>         Custom Action Cleanup code:
>>
>>         # set new status for work-status
>>
>>         my $cf_obj;
>>         my $cf_name;
>>         my $cf_value;
>>
>>         $cf_obj = RT::CustomField->new($RT::SystemUser);
>>         $cf_name = "Work-Status";
>>         $cf_value = "Pending Decision";
>>         $RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
>>         $cf_obj->LoadByName( Name => $cf_name );
>>         $RT::Logger->debug( "Loaded \$cf_obj->Name = ". 
>> $cf_obj->Name()                 ."\n" );
>>         $cf_obj->AddValueForObject( 
>> Object=>$self->TicketObj,           Content=>$cf_value, );
>>
>>         # set new status for ticket
>>
>>         $RT::Logger->debug( $self->TicketObj->SetStatus("pending rv");
>>
>>
>>         I have also added the new ticket status value in my RT 
>> Configuration.
>>
>>         My problem is 1; I get a template sent out that I did not ask 
>> for (I get new owner like for an owner change).
>>         2; the ticket status doesn't get changed.
>>
>>         Any ideas?  Thanks.
>>
>> Kenn
>> LBNL
> 
> 
> Hi Kenn,
> 
> One question - what action in RT are you hoping will trigger this scrip?
> 
> Re the two problems:
> 
> 1) The unasked-for template email must be generated by a different scrip 
> - there's no way this scrip could use a template other than the one you 
> specified.
> 
> 2) The custom condition code seems problematic - it doesn't check for 
> transaction type, which means it will return 1 for ANY ticket 
> transaction for a ticket with status = new and custom field = your 
> value. Is that what you want, or do you want to capture a CF change?
> 
> Also, by trying to change status in the scrip action, you may be running 
> into the problem with whatever status value was on the screen overriding 
> your scrip change.
> 
> Hope this is helpful,
> 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 jphayes at gmail.com  Tue May  8 12:25:16 2007
From: jphayes at gmail.com (John Paul Hayes)
Date: Tue, 8 May 2007 17:25:16 +0100
Subject: [rt-users] DB Query
Message-ID: <8d4ad9b90705080925q40e80f77y28a905806897571f@mail.gmail.com>

Hi All,

I am running a script with accesses the rtdb directly (for speed purposes).
One of the requirements is that I have to
find any ticket what was resolved with a custom field entry selected.

Does anybody know off hand how to link a ticket id to the custom field entry
id in the db?

Thanks in advance,
JP




-- 

"If you make people think they're thinking, they'll love you; but if you
really make them think they'll hate you."

? Don Marquis
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From amit.poddar at yale.edu  Tue May  8 12:30:21 2007
From: amit.poddar at yale.edu (amit poddar)
Date: Tue, 08 May 2007 12:30:21 -0400
Subject: [rt-users] DB Query
In-Reply-To: <8d4ad9b90705080925q40e80f77y28a905806897571f@mail.gmail.com>
References: <8d4ad9b90705080925q40e80f77y28a905806897571f@mail.gmail.com>
Message-ID: <4640A59D.7000304@yale.edu>

ObjectCustomFieldValues   (ObjectID column is the Ticket Id)

amit

John Paul Hayes wrote:
> Hi All,
>
> I am running a script with accesses the rtdb directly (for speed 
> purposes). One of the requirements is that I have to
> find any ticket what was resolved with a custom field entry selected.
>
> Does anybody know off hand how to link a ticket id to the custom field 
> entry id in the db?
>
> Thanks in advance,
> JP
>
>
>
>
> -- 
>
> "If you make people think they're thinking, they'll love you; but if 
> you really make them think they'll hate you."
>
> ? Don Marquis
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
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> Buy a copy at http://rtbook.bestpractical.com

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From forrest at itasoftware.com  Tue May  8 12:33:27 2007
From: forrest at itasoftware.com (Forrest Blount)
Date: Tue, 08 May 2007 12:33:27 -0400
Subject: [rt-users] DB Query
In-Reply-To: <8d4ad9b90705080925q40e80f77y28a905806897571f@mail.gmail.com>
References: <8d4ad9b90705080925q40e80f77y28a905806897571f@mail.gmail.com>
Message-ID: <4640A657.7080200@itasoftware.com>

I assume you're looking at the ObjectCustomFieldValues table in the db?

This table contains both the ticket # (ObjectID), the custom field 
(CustomField) and value (Content).  You'll have to get the ID of the 
custom field you're looking for from the CustomFields table.

Entries are only added to this table when CustomFieldValues have been 
selected.  Also make sure to look at the Disabled value for entries that 
have been de-selected.

We use MySQL and RT 3.4.5, but I doubt this aspect of the schema has 
changed.

John Paul Hayes wrote:
> Hi All,
>
> I am running a script with accesses the rtdb directly (for speed 
> purposes). One of the requirements is that I have to
> find any ticket what was resolved with a custom field entry selected.
>
> Does anybody know off hand how to link a ticket id to the custom field 
> entry id in the db?
>
> Thanks in advance,
> JP
>
>
>
>
> -- 
>
> "If you make people think they're thinking, they'll love you; but if 
> you really make them think they'll hate you."
>
> ? Don Marquis
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From jacorp at bellsouth.net  Tue May  8 11:03:07 2007
From: jacorp at bellsouth.net (Jack D. Browning)
Date: Tue, 8 May 2007 11:03:07 -0400
Subject: [rt-users] custom field display sort & odd workaround
Message-ID: <Q0tQV1FLTCg/YFlOYDdUNTk4MTkyNTkz@ws02>

I am new to RT and am very impressed with it.  Thanks Jesse & the community!

I'm not a programmer, and I'm not sure how useful this post will be.  My apologies if it's inappropriate for some reason.

I've searched through the mailing list archives & have Googled & can't find a patch or solution for custom fields sorting out of order when displayed in ticket or transaction (comment) pages.  I've seen some posts regarding DBIx::SearchBuilder and possibly Oracle, but can't seem to find anything that applies to PostgreSQL, and am not even sure this is related.

Problem:
Custom Fields seemed to display fine when first set up.  Then, after modifying them, they display with a different sort order than originally set up.  The sort fields in the tables did not change.

Odd Workaround:
After searching unsuccessfully for a solution, I fiddled around with it some and found that appears to be sorting them based on when the custom fields were last updated.  So, I tried manually editing the lastupdated fields in the tables to get a different sort order, with no effect at all.  However, if I use the web interface to edit each field in the order I want them to appear on the display, it works fine, and appears to work consistently.  So, if I have to change or add a custom field, after I'm done, I just go in and edit each custom field _in the order I want them to display_, by adding or removing a period (.) at the end of each custom field's description field, and it puts them back in the desired order in the display.

If there is a patch or update I'm missing, or one is coming, I would appreciate a reply post.  Otherwise, I hope this helps isolate this issue for a resolution, or at least helps someone else deal with this for now.

Running:
- CentOS 4.4
- latest RT from head
- PostgreSQL 8.2
- Perl 5.8.5
- DBIx::SearchBuilder 1.48


Regards,

Jack D. Browning



From jbrodley at sumtotalsystems.com  Tue May  8 12:58:10 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 8 May 2007 09:58:10 -0700
Subject: [rt-users] custom field display sort & odd workaround
In-Reply-To: <Q0tQV1FLTCg/YFlOYDdUNTk4MTkyNTkz@ws02>
References: <Q0tQV1FLTCg/YFlOYDdUNTk4MTkyNTkz@ws02>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03D7F78B@blv-exch1.sumtotalsystems.com>

I know that we got a patch from someone on this mailing list. The patch wasn't rolled into the code tree as there was some concern that certain results were hidden from the searches. We haven't seen this issue on our Oracle implementation, and someone who is more familiar with the code should probably re-review and determine if it should be checked into the code tree as it does resolves this issue. 


Justin Brodley?
?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jack D. Browning
Sent: Tuesday, May 08, 2007 8:03 AM
To: rt-users
Subject: [rt-users] custom field display sort & odd workaround

I am new to RT and am very impressed with it.  Thanks Jesse & the community!

I'm not a programmer, and I'm not sure how useful this post will be.  My apologies if it's inappropriate for some reason.

I've searched through the mailing list archives & have Googled & can't find a patch or solution for custom fields sorting out of order when displayed in ticket or transaction (comment) pages.  I've seen some posts regarding DBIx::SearchBuilder and possibly Oracle, but can't seem to find anything that applies to PostgreSQL, and am not even sure this is related.

Problem:
Custom Fields seemed to display fine when first set up.  Then, after modifying them, they display with a different sort order than originally set up.  The sort fields in the tables did not change.

Odd Workaround:
After searching unsuccessfully for a solution, I fiddled around with it some and found that appears to be sorting them based on when the custom fields were last updated.  So, I tried manually editing the lastupdated fields in the tables to get a different sort order, with no effect at all.  However, if I use the web interface to edit each field in the order I want them to appear on the display, it works fine, and appears to work consistently.  So, if I have to change or add a custom field, after I'm done, I just go in and edit each custom field _in the order I want them to display_, by adding or removing a period (.) at the end of each custom field's description field, and it puts them back in the desired order in the display.

If there is a patch or update I'm missing, or one is coming, I would appreciate a reply post.  Otherwise, I hope this helps isolate this issue for a resolution, or at least helps someone else deal with this for now.

Running:
- CentOS 4.4
- latest RT from head
- PostgreSQL 8.2
- Perl 5.8.5
- DBIx::SearchBuilder 1.48


Regards,

Jack D. Browning

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

Community help: http://wiki.bestpractical.com
Commercial support: sales 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 May  8 13:19:06 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 08 May 2007 10:19:06 -0700
Subject: [rt-users] custom field display sort & odd workaround
In-Reply-To: <Q0tQV1FLTCg/YFlOYDdUNTk4MTkyNTkz@ws02>
References: <Q0tQV1FLTCg/YFlOYDdUNTk4MTkyNTkz@ws02>
Message-ID: <6.2.1.2.2.20070508101643.02d76a40@mail.sdsu.edu>

You can specify the order in "Configuration > Queues > YourQueueName > 
Ticket Custom Fields" using the [Move up] and [Move down] links to the 
right of each field.

At 08:03 AM 5/8/2007, Jack D. Browning wrote:
>I am new to RT and am very impressed with it.  Thanks Jesse & the community!
>
>I'm not a programmer, and I'm not sure how useful this post will be.  My 
>apologies if it's inappropriate for some reason.
>
>I've searched through the mailing list archives & have Googled & can't 
>find a patch or solution for custom fields sorting out of order when 
>displayed in ticket or transaction (comment) pages.  I've seen some posts 
>regarding DBIx::SearchBuilder and possibly Oracle, but can't seem to find 
>anything that applies to PostgreSQL, and am not even sure this is related.
>
>Problem:
>Custom Fields seemed to display fine when first set up.  Then, after 
>modifying them, they display with a different sort order than originally 
>set up.  The sort fields in the tables did not change.
>
>Odd Workaround:
>After searching unsuccessfully for a solution, I fiddled around with it 
>some and found that appears to be sorting them based on when the custom 
>fields were last updated.  So, I tried manually editing the lastupdated 
>fields in the tables to get a different sort order, with no effect at 
>all.  However, if I use the web interface to edit each field in the order 
>I want them to appear on the display, it works fine, and appears to work 
>consistently.  So, if I have to change or add a custom field, after I'm 
>done, I just go in and edit each custom field _in the order I want them to 
>display_, by adding or removing a period (.) at the end of each custom 
>field's description field, and it puts them back in the desired order in 
>the display.
>
>If there is a patch or update I'm missing, or one is coming, I would 
>appreciate a reply post.  Otherwise, I hope this helps isolate this issue 
>for a resolution, or at least helps someone else deal with this for now.
>
>Running:
>- CentOS 4.4
>- latest RT from head
>- PostgreSQL 8.2
>- Perl 5.8.5
>- DBIx::SearchBuilder 1.48
>
>
>Regards,
>
>Jack D. Browning
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


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



From james at digitalchicago.net  Tue May  8 13:13:45 2007
From: james at digitalchicago.net (James Price)
Date: Tue, 8 May 2007 12:13:45 -0500
Subject: [rt-users] Help with Scrip to change requestor address on
	creation...
Message-ID: <00ac01c79194$3c09c8d0$f775a8c0@jprice>

I would like to write a scrip for a specific queue that changes the
requestor address or just deletes it upon creation.

I'm a bit green with RT scrips, so any help, pointers or suggestions would
be helpful.

Thanks,
James

James R. Price
DigitalCiti.com
3636 S. Iron St., Chicago, IL 60609
Company Tel: 888.855.5550
My Tel/Fax/Cell: 800.603.0769
Web: www.digitalciti.com
Email: james at digitalchicago.net




From JStark at sumtotalsystems.com  Tue May  8 13:26:49 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Tue, 8 May 2007 10:26:49 -0700
Subject: [rt-users] custom field display sort & odd workaround
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03D7F78B@blv-exch1.sumtotalsystems.com>
References: <Q0tQV1FLTCg/YFlOYDdUNTk4MTkyNTkz@ws02>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03D7F78B@blv-exch1.sumtotalsystems.com>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC034A8899@mtn-exch1.sumtotalsystems.com>

Joop provided the patch.

The issue that we saw regarding not returning all the records was cured by determining if the value entered was numerical and searching different fields for the value as opposed to when a String value was entered.


- Stark

 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin Brodley
Sent: Tuesday, May 08, 2007 12:58 PM
To: Jack D. Browning; rt-users
Subject: RE: [rt-users] custom field display sort & odd workaround

I know that we got a patch from someone on this mailing list. The patch wasn't rolled into the code tree as there was some concern that certain results were hidden from the searches. We haven't seen this issue on our Oracle implementation, and someone who is more familiar with the code should probably re-review and determine if it should be checked into the code tree as it does resolves this issue. 


Justin Brodley?
?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jack D. Browning
Sent: Tuesday, May 08, 2007 8:03 AM
To: rt-users
Subject: [rt-users] custom field display sort & odd workaround

I am new to RT and am very impressed with it.  Thanks Jesse & the community!

I'm not a programmer, and I'm not sure how useful this post will be.  My apologies if it's inappropriate for some reason.

I've searched through the mailing list archives & have Googled & can't find a patch or solution for custom fields sorting out of order when displayed in ticket or transaction (comment) pages.  I've seen some posts regarding DBIx::SearchBuilder and possibly Oracle, but can't seem to find anything that applies to PostgreSQL, and am not even sure this is related.

Problem:
Custom Fields seemed to display fine when first set up.  Then, after modifying them, they display with a different sort order than originally set up.  The sort fields in the tables did not change.

Odd Workaround:
After searching unsuccessfully for a solution, I fiddled around with it some and found that appears to be sorting them based on when the custom fields were last updated.  So, I tried manually editing the lastupdated fields in the tables to get a different sort order, with no effect at all.  However, if I use the web interface to edit each field in the order I want them to appear on the display, it works fine, and appears to work consistently.  So, if I have to change or add a custom field, after I'm done, I just go in and edit each custom field _in the order I want them to display_, by adding or removing a period (.) at the end of each custom field's description field, and it puts them back in the desired order in the display.

If there is a patch or update I'm missing, or one is coming, I would appreciate a reply post.  Otherwise, I hope this helps isolate this issue for a resolution, or at least helps someone else deal with this for now.

Running:
- CentOS 4.4
- latest RT from head
- PostgreSQL 8.2
- Perl 5.8.5
- DBIx::SearchBuilder 1.48


Regards,

Jack D. Browning

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

Community help: http://wiki.bestpractical.com Commercial support: 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 Brian_Gupta at timeinc.com  Tue May  8 13:31:31 2007
From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com)
Date: Tue, 8 May 2007 13:31:31 -0400
Subject: [rt-users] RT 4
In-Reply-To: <20070502165752.799724D8348@diesel.bestpractical.com>
Message-ID: <BEF6BF438B8E65438F782AA0EC0ACBED18C786@NYCMSGMB04.enterprise.corpad.timeinc.com>

When creating queues, I want the option to copy a queue (and/or) a queue
template from the configuration GUI.

I also want to be able to setup the MTA configuration from within the
GUI.

I want to be able to manage the database from within RT. (And create
indexes)

I want to be able to obtimise the database from the gui

I want to be able to setup replication from within the GUI.

I want the ability to schedule things from inside the GUI, including
emailing custom reports that I created through the GUI.


Brian Gupta
Time Inc
Information Technology Dept
212-522-1401


From ktm at rice.edu  Tue May  8 13:35:48 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 8 May 2007 12:35:48 -0500
Subject: [rt-users] custom field display sort & odd workaround
In-Reply-To: <Q0tQV1FLTCg/YFlOYDdUNTk4MTkyNTkz@ws02>
References: <Q0tQV1FLTCg/YFlOYDdUNTk4MTkyNTkz@ws02>
Message-ID: <20070508173548.GU19464@it.is.rice.edu>

Thank you for the work-around. I am having the same issue.

Ken

On Tue, May 08, 2007 at 11:03:07AM -0400, Jack D. Browning wrote:
> I am new to RT and am very impressed with it.  Thanks Jesse & the community!
> 
> I'm not a programmer, and I'm not sure how useful this post will be.  My apologies if it's inappropriate for some reason.
> 
> I've searched through the mailing list archives & have Googled & can't find a patch or solution for custom fields sorting out of order when displayed in ticket or transaction (comment) pages.  I've seen some posts regarding DBIx::SearchBuilder and possibly Oracle, but can't seem to find anything that applies to PostgreSQL, and am not even sure this is related.
> 
> Problem:
> Custom Fields seemed to display fine when first set up.  Then, after modifying them, they display with a different sort order than originally set up.  The sort fields in the tables did not change.
> 
> Odd Workaround:
> After searching unsuccessfully for a solution, I fiddled around with it some and found that appears to be sorting them based on when the custom fields were last updated.  So, I tried manually editing the lastupdated fields in the tables to get a different sort order, with no effect at all.  However, if I use the web interface to edit each field in the order I want them to appear on the display, it works fine, and appears to work consistently.  So, if I have to change or add a custom field, after I'm done, I just go in and edit each custom field _in the order I want them to display_, by adding or removing a period (.) at the end of each custom field's description field, and it puts them back in the desired order in the display.
> 
> If there is a patch or update I'm missing, or one is coming, I would appreciate a reply post.  Otherwise, I hope this helps isolate this issue for a resolution, or at least helps someone else deal with this for now.
> 
> Running:
> - CentOS 4.4
> - latest RT from head
> - PostgreSQL 8.2
> - Perl 5.8.5
> - DBIx::SearchBuilder 1.48
> 
> 
> Regards,
> 
> Jack D. Browning
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 


From rlong at bluegecko.net  Tue May  8 13:57:25 2007
From: rlong at bluegecko.net (Robert Long)
Date: Tue, 08 May 2007 10:57:25 -0700
Subject: [rt-users] Help with Scrip to change requestor address
	on	creation...
In-Reply-To: <00ac01c79194$3c09c8d0$f775a8c0@jprice>
References: <00ac01c79194$3c09c8d0$f775a8c0@jprice>
Message-ID: <4640BA05.7060909@bluegecko.net>

Someone please correct me if I'm wrong, but wouldn't this do it?


$self->TicketObj->DeleteWatcher( Type=>"Requestor",
$self->TicketObj->RequestorAddresses);


put that in a scrip with condition set to 'on create' in the queue that
you want that functionality.

.r'


James Price wrote:
> I would like to write a scrip for a specific queue that changes the
> requestor address or just deletes it upon creation.
>
> I'm a bit green with RT scrips, so any help, pointers or suggestions would
> be helpful.
>
> Thanks,
> James
>
> James R. Price
> DigitalCiti.com
> 3636 S. Iron St., Chicago, IL 60609
> Company Tel: 888.855.5550
> My Tel/Fax/Cell: 800.603.0769
> Web: www.digitalciti.com
> Email: james at digitalchicago.net
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   



From jacorp at bellsouth.net  Tue May  8 15:18:44 2007
From: jacorp at bellsouth.net (Jack D. Browning)
Date: Tue, 8 May 2007 15:18:44 -0400
Subject: [rt-users] custom field display sort & odd workaround
In-Reply-To: <6.2.1.2.2.20070508101643.02d76a40@mail.sdsu.edu>
Message-ID: <Q0tRRDY5WighSU1QYDdUNjEzNTI5NTkz@ws02>

Gene,

Thanks for your input.

I actually did use the [Move up] and [Move down] web interface method when setting this up & trying to resolve the sort order, although it was from "Configuration > Global > Custom Fields > Ticket Transactions" section.  This method is what initially set the sort order values I was referring to in the database tables as noted in the original post.  The sort values appear to be stored in the table "objectcustomfields" in the "sortorder" column, and these continue to match the sort order in the above noted configuration screen in every case, but not in the comments screen for a ticket.  And that is where the odd workaround below comes in, at least until a more correct solution is rolled into the code, if it is in fact the code, and not my installation.  From what I've read, it does appear that it might be something in the code, as others are still experiencing this issue as evidenced by Kenneth Marshall's response in this thread that shows he's having the same problem.

Also, as noted by Justin Brodley and Jeff Stark in this thread, there may be a patch available that resolves this, but apparently it's not been rolled up into the main codebase.  The only patch that I was aware of from the archives was in fact submitted by Joop, but it appears to affect the Oracle.pm file as far as I can tell.


Jack B.

 >>  You can specify the order in "Configuration > Queues > YourQueueName > 
 >>  Ticket Custom Fields" using the [Move up] and [Move down] links to the 
 >>  right of each field.

 >>  At 08:03 AM 5/8/2007, Jack D. Browning wrote:
<snip>
 >>  >
 >>  >Problem:
 >>  >Custom Fields seemed to display fine when first set up.  Then, after 
 >>  >modifying them, they display with a different sort order than originally 
 >>  >set up.  The sort fields in the tables did not change.
 >>  >
 >>  >Odd Workaround:
 >>  >After searching unsuccessfully for a solution, I fiddled around with it 
 >>  >some and found that appears to be sorting them based on when the custom 
 >>  >fields were last updated.  So, I tried manually editing the lastupdated 
 >>  >fields in the tables to get a different sort order, with no effect at 
 >>  >all.  However, if I use the web interface to edit each field in the order
 >>   
 >>  >I want them to appear on the display, it works fine, and appears to work 
 >>  >consistently.  So, if I have to change or add a custom field, after I'm 
 >>  >done, I just go in and edit each custom field _in the order I want them
 >>   to 
 >>  >display_, by adding or removing a period (.) at the end of each custom 
 >>  >field's description field, and it puts them back in the desired order in 
 >>  >the display.
 >>  >
</snip>


From jacorp at bellsouth.net  Tue May  8 15:34:21 2007
From: jacorp at bellsouth.net (Jack D. Browning)
Date: Tue, 8 May 2007 15:34:21 -0400
Subject: [rt-users] custom field display sort & odd workaround
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC034A8899@mtn-exch1.sumtotalsystems.com>
Message-ID: <Q0tRRTZGTyE1NV1fYDdUNjE0NDY2ODEy@ws02>

Jeff & Justin,

Thanks for the input.

As far as I can tell at this point, there is no more information I can provide to help resolve this, and it's a matter of a possible patch being further tested and rolled into the codebase.

If I am incorrect on this point, and/or if there is something else I can do to further a solution, please do let me know.

Thanks,

Jack B.

 >>  Joop provided the patch.

 >>  The issue that we saw regarding not returning all the records was cured by
 >>   determining if the value entered was numerical and searching different
 >>   fields for the value as opposed to when a String value was entered.


 >>  - Stark

 >>   

 >>  -----Original Message-----
 >>  From: rt-users-bounces at lists.bestpractical.com
 >>   [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin
 >>   Brodley
 >>  Sent: Tuesday, May 08, 2007 12:58 PM
 >>  To: Jack D. Browning; rt-users
 >>  Subject: RE: [rt-users] custom field display sort & odd workaround

 >>  I know that we got a patch from someone on this mailing list. The patch
 >>   wasn't rolled into the code tree as there was some concern that certain
 >>   results were hidden from the searches. We haven't seen this issue on our
 >>   Oracle implementation, and someone who is more familiar with the code
 >>   should probably re-review and determine if it should be checked into the
 >>   code tree as it does resolves this issue. 


 >>  Justin Brodley 
 >>  

 >>  -----Original Message-----
 >>  From: rt-users-bounces at lists.bestpractical.com
 >>   [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jack D.
 >>   Browning
 >>  Sent: Tuesday, May 08, 2007 8:03 AM
 >>  To: rt-users
 >>  Subject: [rt-users] custom field display sort & odd workaround

 >>  I am new to RT and am very impressed with it.  Thanks Jesse & the
 >>   community!

 >>  I'm not a programmer, and I'm not sure how useful this post will be.  My
 >>   apologies if it's inappropriate for some reason.

 >>  I've searched through the mailing list archives & have Googled & can't
 >>   find a patch or solution for custom fields sorting out of order when
 >>   displayed in ticket or transaction (comment) pages.  I've seen some posts
 >>   regarding DBIx::SearchBuilder and possibly Oracle, but can't seem to find
 >>   anything that applies to PostgreSQL, and am not even sure this is
 >>   related.

 >>  Problem:
 >>  Custom Fields seemed to display fine when first set up.  Then, after
 >>   modifying them, they display with a different sort order than originally
 >>   set up.  The sort fields in the tables did not change.

 >>  Odd Workaround:
 >>  After searching unsuccessfully for a solution, I fiddled around with it
 >>   some and found that appears to be sorting them based on when the custom
 >>   fields were last updated.  So, I tried manually editing the lastupdated
 >>   fields in the tables to get a different sort order, with no effect at
 >>   all.  However, if I use the web interface to edit each field in the order
 >>   I want them to appear on the display, it works fine, and appears to work
 >>   consistently.  So, if I have to change or add a custom field, after I'm
 >>   done, I just go in and edit each custom field _in the order I want them
 >>   to display_, by adding or removing a period (.) at the end of each custom
 >>   field's description field, and it puts them back in the desired order in
 >>   the display.

 >>  If there is a patch or update I'm missing, or one is coming, I would
 >>   appreciate a reply post.  Otherwise, I hope this helps isolate this issue
 >>   for a resolution, or at least helps someone else deal with this for now.

 >>  Running:
 >>  - CentOS 4.4
 >>  - latest RT from head
 >>  - PostgreSQL 8.2
 >>  - Perl 5.8.5
 >>  - DBIx::SearchBuilder 1.48


 >>  Regards,

 >>  Jack D. Browning

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

 >>  Community help: http://wiki.bestpractical.com Commercial support:
 >>   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 rlong at bluegecko.net  Tue May  8 15:55:17 2007
From: rlong at bluegecko.net (Robert Long)
Date: Tue, 08 May 2007 12:55:17 -0700
Subject: [rt-users] CanoicalizeAddress (was: RT 4)
In-Reply-To: <2A38B3AC-0F7E-48B1-B339-AE662D624FEF@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>	<Pine.LNX.4.64.0705021027110.16209@orange.limedaley.com>	<1178232347.4554.19.camel@tofu.lib.ucdavis.edu>
	<2A38B3AC-0F7E-48B1-B339-AE662D624FEF@bestpractical.com>
Message-ID: <4640D5A5.8010801@bluegecko.net>

Hey Jesse,

Thanks for that patch, however it doesn't quite do what I'm looking for
and I was hoping you could point me in the correct direction here..

With multiple email addresses, we would want the email to go out to the
address that was used to send in the ticket - the scenario that plays
out here is we'll have a client mail server problem, so their mail is down.

Is it possible to link the accounts to have the same privileges without
changing the email address?  Or could I just comment out a few of the
CanonicalizeEmailAddress and get my desired effect?

Thanks,

Robert

Jesse Vincent wrote:
>
> On May 3, 2007, at 6:45 PM, Dale Bewley wrote:
>
>> On Wed, 2007-05-02 at 10:29 -0400, Jon Daley wrote:
>>>      I'd like to be able to merge users, so someone can respond with
>>> any of the email addresses that he has, and they are all treated as the
>>> same email address - ie. no reply to his other email address, if he
>>> logs
>>> in, he will see all tickets requested by any of his email
>>> addresses.  It
>>> would probably be nice to have the same password for all email
>>> accounts,
>>> though that part isn't necessary.
>>
>> A big +1 on that. My users unfortunately have 4 possible derivations of
>> their address and I can't force them to pick just one.
>
> Done, I think.
>
> http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/
>
> Though with 4 derivations, you should be able to just drop in a custom
> CanonicalizeAddress sub that does the magic on create for new users.
>


From mike at bseder.org  Tue May  8 16:04:27 2007
From: mike at bseder.org (mike)
Date: Tue, 8 May 2007 13:04:27 -0700
Subject: [rt-users] Creating a customer drop-down multi-select menu with a
	remote SQL query
Message-ID: <19afd35b0705081304oaa4e853te84691b7b6efbd5b@mail.gmail.com>

Howdy,

Still trying to feel my way around RT, and couldn't find a definitive answer
in any of the docs/wiki...what I aim to do is enforce some consistency in
customer names used in the Subject lines of tickets...I figure this should
make things like reporting chronic issues/customers with endless problems
rather simply if they're all listed the same rather than the multiple
abbreviations that get used.

I've written a quick and nasty 5-liner in Perl that queries a MySQL table on
a different box, and returns a complete list of customer names.  Assuming
that these names will live in a drop-down custom field that allows
multi-selects, how would I kick off this script and feed the results in to
that drop-down?  I'm trying very, very hard to not sledge this directly in
to the RT code itself, but to bolt it in based on the current frame-work so
that future ugprades won't be as much a trainwreck as our last one was (due
to lots of customization inside RT itself).  Any clues or steers in the
right direction would be appreciated :)

Thanks!

-- 
--
One way or another, everyone stops bleeding.
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From gleduc at mail.sdsu.edu  Tue May  8 17:58:20 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 08 May 2007 14:58:20 -0700
Subject: [rt-users] Creating a customer drop-down multi-select menu
	with a remote SQL query
In-Reply-To: <19afd35b0705081304oaa4e853te84691b7b6efbd5b@mail.gmail.com
 >
References: <19afd35b0705081304oaa4e853te84691b7b6efbd5b@mail.gmail.com>
Message-ID: <6.2.1.2.2.20070508135411.02e25008@mail.sdsu.edu>

WARNING - Trying this might be a Really Stupid idea

This might work, but it messes with the RT database directly, so before 
doing anything else you should (in this order):
   1) wait about a week to see how badly this idea gets flailed by the 
developers and the more experienced users;
   2) consider it carefully a couple dozen times before doing it;
   3) cross your fingers;
   4) cover your ears in case it explodes

That said, _I'd_ certainly try it.  But I've always been kind of a thrill 
seeker.

When you set up a "select multiple values" CF in RT, an entry for it is 
added to the CustomFields table of the rt3 database.  After you've created 
your CF and given it at least 1 value, go into that table and find the "id" 
value that goes with your CF.  Write it down here: _________

The CustomFieldValues table of the rt3 database has a record for each 
"select multiple values" entry.  What I would do is write a 27-line perl 
script that adds an entry to this table for each of the names you pulled 
from your other database with the 5-liner you wrote.  The fields you need 
to be concerned with are:
   CustomField: A constant, the number you got from looking at the 
CustomFields table and that you wrote down above
   Name: This is what shows up in the pull-down menu for your CF, put the 
names you extracted here
   Description: I'm not sure what this text field is used for or where it 
shows up other than the page used for creating custom fields
   SortOrder: Integer determines what order the items appear in your 
pull-down list

To be complete, you should also fill these fields:
   Creator: A constant - your user id (an integer) goes here
   Created: Today's date
   LastUpdatedBy: Same as Creator
   LastUpdated: Same as Created

Downsides:
   1.  It might explode.
   2.  You only get a snapshot of your other database, there's no linkage 
to keep the CF values in synch with the other database.
   3.  It might explode.

Before trying this, go back and repeat steps 1 and 2 from my first list, 
paying particular attention to step 1.

Good luck!
Gene


At 01:04 PM 5/8/2007, mike wrote:
>Still trying to feel my way around RT, and couldn't find a definitive 
>answer in any of the docs/wiki...what I aim to do is enforce some 
>consistency in customer names used in the Subject lines of tickets...I 
>figure this should make things like reporting chronic issues/customers 
>with endless problems rather simply if they're all listed the same rather 
>than the multiple abbreviations that get used.
>
>I've written a quick and nasty 5-liner in Perl that queries a MySQL table 
>on a different box, and returns a complete list of customer 
>names.  Assuming that these names will live in a drop-down custom field 
>that allows multi-selects, how would I kick off this script and feed the 
>results in to that drop-down?  I'm trying very, very hard to not sledge 
>this directly in to the RT code itself, but to bolt it in based on the 
>current frame-work so that future ugprades won't be as much a trainwreck 
>as our last one was (due to lots of customization inside RT itself).  Any 
>clues or steers in the right direction would be appreciated :)


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



From mike at bseder.org  Tue May  8 18:41:23 2007
From: mike at bseder.org (mike)
Date: Tue, 8 May 2007 15:41:23 -0700
Subject: [rt-users] Creating a customer drop-down multi-select menu with a
	remote SQL query
In-Reply-To: <6.2.1.2.2.20070508135411.02e25008@mail.sdsu.edu>
References: <19afd35b0705081304oaa4e853te84691b7b6efbd5b@mail.gmail.com>
	<6.2.1.2.2.20070508135411.02e25008@mail.sdsu.edu>
Message-ID: <19afd35b0705081541g20a93a0eqf1b1c11e26b1daad@mail.gmail.com>

Yeah, I was afraid of it being a potentially Really Stupid Idea - I'm no
Perl idiot, nor am I a real Perl hacker, so I am definitely concerned about
this perhaps not being the best solution to the problem I'm trying to
solve.  I am going to chew this over and wait for some more feedback from
the devs and generally more clueful RT folk.  I have a test RT box that I
can break six ways to Sunday, so this would absolutely go through a good
hammering in test before ever seeing our production RT system...I'm pretty
sure I'd be strung up if I hurt the prod system, the upgrade to 3.6.3 was
interesting enough (too much magic sledged in the old version from previous
employees :)).  The lack of linkage between the two disparate DBs isn't too
large a problem, but I would definitely need to find a clever way of keeping
it updated at least two or three times per day, so I'll need to do some more
thinking on that, too.  at first glace, rt-crontool doesn't seem to be my
answer to that, but i had great hope for about 30 seconds :)  Thanks for the
great response, I clearly have a lot more thinking to do!

cheers,
mike



On 5/8/07, Gene LeDuc <gleduc at mail.sdsu.edu> wrote:
>
> WARNING - Trying this might be a Really Stupid idea
>
> This might work, but it messes with the RT database directly, so before
> doing anything else you should (in this order):
>   1) wait about a week to see how badly this idea gets flailed by the
> developers and the more experienced users;
>   2) consider it carefully a couple dozen times before doing it;
>   3) cross your fingers;
>   4) cover your ears in case it explodes
>
> That said, _I'd_ certainly try it.  But I've always been kind of a thrill
> seeker.
>
> When you set up a "select multiple values" CF in RT, an entry for it is
> added to the CustomFields table of the rt3 database.  After you've created
> your CF and given it at least 1 value, go into that table and find the
> "id"
> value that goes with your CF.  Write it down here: _________
>
> The CustomFieldValues table of the rt3 database has a record for each
> "select multiple values" entry.  What I would do is write a 27-line perl
> script that adds an entry to this table for each of the names you pulled
> from your other database with the 5-liner you wrote.  The fields you need
> to be concerned with are:
>   CustomField: A constant, the number you got from looking at the
> CustomFields table and that you wrote down above
>   Name: This is what shows up in the pull-down menu for your CF, put the
> names you extracted here
>   Description: I'm not sure what this text field is used for or where it
> shows up other than the page used for creating custom fields
>   SortOrder: Integer determines what order the items appear in your
> pull-down list
>
> To be complete, you should also fill these fields:
>   Creator: A constant - your user id (an integer) goes here
>   Created: Today's date
>   LastUpdatedBy: Same as Creator
>   LastUpdated: Same as Created
>
> Downsides:
>   1.  It might explode.
>   2.  You only get a snapshot of your other database, there's no linkage
> to keep the CF values in synch with the other database.
>   3.  It might explode.
>
> Before trying this, go back and repeat steps 1 and 2 from my first list,
> paying particular attention to step 1.
>
> Good luck!
> Gene
>
>
> At 01:04 PM 5/8/2007, mike wrote:
> >Still trying to feel my way around RT, and couldn't find a definitive
> >answer in any of the docs/wiki...what I aim to do is enforce some
> >consistency in customer names used in the Subject lines of tickets...I
> >figure this should make things like reporting chronic issues/customers
> >with endless problems rather simply if they're all listed the same rather
> >than the multiple abbreviations that get used.
> >
> >I've written a quick and nasty 5-liner in Perl that queries a MySQL table
> >on a different box, and returns a complete list of customer
> >names.  Assuming that these names will live in a drop-down custom field
> >that allows multi-selects, how would I kick off this script and feed the
> >results in to that drop-down?  I'm trying very, very hard to not sledge
> >this directly in to the RT code itself, but to bolt it in based on the
> >current frame-work so that future ugprades won't be as much a trainwreck
> >as our last one was (due to lots of customization inside RT itself).  Any
> >clues or steers in the right direction would be appreciated :)
>
>
> --
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
>
>


-- 
--
One way or another, everyone stops bleeding.
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From joby at u.washington.edu  Tue May  8 20:21:20 2007
From: joby at u.washington.edu (Joby Walker)
Date: Tue, 08 May 2007 17:21:20 -0700
Subject: [rt-users] Perl/PHP Web Developer Position
Message-ID: <46411400.7070305@u.washington.edu>

(sorry for the cross-post)

We have two open web developer positions within my group at the
University of Washington (Seattle, WA).  These jobs are both permanent,
full-time positions.

The job would be part of a small team that develops/supports web
applications for the larger organization.  We are primarily looking for
a developer with a couple years of experience with PHP and/or Perl that
has excellent communication skills.

RT experience would be a significant plus as we develop/maintain a large
instance of RT for Computing & Communications (my parent department) and
there is a strong desire on campus that we offer RT as a service to the
broader UW community.

The full posting is here:

> https://uwhires.admin.washington.edu/eng/candidates/default.cfm?szCategory=jobprofile&szOrderID=32479&szCandidateID=0

or if you already have a uwhires account you can just go to:

https://uwhires.admin.washington.edu/ and search for Req# 32479

If you have any questions feel free to email me personally not the RT
lists.  All applications need to go through the uwhires site.

-- 

Joby Walker
C&C SSG, University of Washington


From JoopvandeWege at mococo.nl  Wed May  9 02:17:19 2007
From: JoopvandeWege at mococo.nl (Joop)
Date: Wed, 09 May 2007 08:17:19 +0200
Subject: [rt-users] custom field display sort & odd workaround
In-Reply-To: <Q0tRRDY5WighSU1QYDdUNjEzNTI5NTkz@ws02>
References: <Q0tRRDY5WighSU1QYDdUNjEzNTI5NTkz@ws02>
Message-ID: <4641676F.8050203@mococo.nl>

Jack D. Browning wrote:
>
> Also, as noted by Justin Brodley and Jeff Stark in this thread, there may be a patch available that resolves this, but apparently it's not been rolled up into the main codebase.  The only patch that I was aware of from the archives was in fact submitted by Joop, but it appears to affect the Oracle.pm file as far as I can tell.
I fixed this for Oracle since we're using that. It has todo with a 
change introduced for Pg but it was also applied to Oracle and maybe 
also to MySQL, I didn't check that.
Have a look at it and see if the outlined method also works on Pg.
My patch should be in the archives, probably the devellist.

Joop



From SO at schilling.dk  Wed May  9 03:26:58 2007
From: SO at schilling.dk (Steen Olesen)
Date: Wed, 9 May 2007 09:26:58 +0200
Subject: [rt-users] DB Query
Message-ID: <60E7170809C4FC4E825DDF39B7ECDE74C16D62@mia>

Hi,
 
In our RT we have a ticket-custom field holding the Customer Id. The
following SQL shows the number of tickets per customer id:
 
select
   objcf1.content CustomerId, count(*) TicketCount
from
   tickets,   customfields cf1, objectcustomfieldvalues objcf1
where
   objcf1.objectid=tickets.id
   and objcf1.objecttype='RT::Ticket'
   and objcf1.customfield=cf1.id
   and cf1.name='Customer ID'
   and tickets.status in ('new','open','stalled','offer')
group by
   objcf1.content

The syntax for the SQL may vary depending on the database (we're running
Oracle).
 
/Steen


________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of John Paul
Hayes
	Sent: Tuesday, May 08, 2007 6:25 PM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] DB Query
	
	
	Hi All,
	
	I am running a script with accesses the rtdb directly (for speed
purposes). One of the requirements is that I have to 
	find any ticket what was resolved with a custom field entry
selected.
	
	Does anybody know off hand how to link a ticket id to the custom
field entry id in the db? 
	
	Thanks in advance,
	JP
	
	
	
	
	-- 
	
	"If you make people think they're thinking, they'll love you;
but if you really make them think they'll hate you."
	
	- Don Marquis 

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From luca.villani at staff.dada.net  Wed May  9 03:51:12 2007
From: luca.villani at staff.dada.net (Luca Villani)
Date: Wed, 9 May 2007 09:51:12 +0200
Subject: [rt-users] RT 4
In-Reply-To: <BEF6BF438B8E65438F782AA0EC0ACBED18C786@NYCMSGMB04.enterprise.corpad.timeinc.com>
References: <BEF6BF438B8E65438F782AA0EC0ACBED18C786@NYCMSGMB04.enterprise.corpad.timeinc.com>
Message-ID: <200705090951.13115.luca.villani@staff.dada.net>

Alle 19:31, marted? 8 maggio 2007, Brian_Gupta at timeinc.com ha scritto:


> I also want to be able to setup the MTA configuration from within the
> GUI.

I think this is not a good idea: in an heavy duty environment, MTAs simply are 
on different servers then webinterface.
Also MTAs configuration is a totally separated job, MTAs can get information 
from a big plethora of sources: AD/LDAP, SASL, DB, local files...

In a small environment with low traffic and only one poor lerned sysadm, MTA 
configuration from webinterface should be a good start point, but it can be 
optional and not mandatory, otherwise RT will not be a good choice for large 
installation.



-- 
Luca Villani            Mobile Team, Dada S.p.A.
                        Tel: +39 055 2267220    Mob: +39 335 8753086
                        ICQ: 76272621           Skype: luca.villani
GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719  8761 1B79 82CC F0B5 B7CF


From jphayes at gmail.com  Wed May  9 05:45:01 2007
From: jphayes at gmail.com (John Paul Hayes)
Date: Wed, 9 May 2007 10:45:01 +0100
Subject: [rt-users] DB Query
In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE74C16D62@mia>
References: <60E7170809C4FC4E825DDF39B7ECDE74C16D62@mia>
Message-ID: <8d4ad9b90705090245r581d6bcasbd8010b48c93631@mail.gmail.com>

Hi All,

Thank you for the help, very much appreciated.

On 5/9/07, Steen Olesen <SO at schilling.dk> wrote:
>
>  Hi,
>
> In our RT we have a ticket-custom field holding the Customer Id. The
> following SQL shows the number of tickets per customer id:
>
> select
>    objcf1.content CustomerId, count(*) TicketCount
> from
>    tickets,   customfields cf1, objectcustomfieldvalues objcf1
> where
>    objcf1.objectid=tickets.id
>    and objcf1.objecttype='RT::Ticket'
>    and objcf1.customfield=cf1.id
>    and cf1.name='Customer ID'
>    and tickets.status in ('new','open','stalled','offer')
> group by
>    objcf1.content
> The syntax for the SQL may vary depending on the database (we're running
> Oracle).
>
> /Steen
>
>  ------------------------------
> *From:* rt-users-bounces at lists.bestpractical.com [mailto:
> rt-users-bounces at lists.bestpractical.com] *On Behalf Of *John Paul Hayes
> *Sent:* Tuesday, May 08, 2007 6:25 PM
> *To:* rt-users at lists.bestpractical.com
> *Subject:* [rt-users] DB Query
>
> Hi All,
>
> I am running a script with accesses the rtdb directly (for speed
> purposes). One of the requirements is that I have to
> find any ticket what was resolved with a custom field entry selected.
>
> Does anybody know off hand how to link a ticket id to the custom field
> entry id in the db?
>
> Thanks in advance,
> JP
>
>
>
>
> --
>
> "If you make people think they're thinking, they'll love you; but if you
> really make them think they'll hate you."
>
> ? Don Marquis
>
>


-- 

"If you make people think they're thinking, they'll love you; but if you
really make them think they'll hate you."

? Don Marquis
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From Richard.Ellis at Sun.COM  Wed May  9 06:20:18 2007
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 09 May 2007 11:20:18 +0100
Subject: [rt-users] RT 3.6.3 error
Message-ID: <4641A062.70007@sun.com>

Hi Guys,

I'm hoping somebody can point me to a solution to this error. Trying to 
upgrade our test instance from 3.4.6 to 3.6.3.

Ran the upgrade for etc/upgrade/3.5.1/content, restarted, flushed caches 
etc and when logging in see this error:
*error:*  	Can't use string ("") as a HASH ref while "strict refs" in 
use at /opt/rt3/share/html/Elements/MyRT line 50.
*context:*  	
*...*  	
*46:*  	<table border="0" width="100%">
*47:*  	<tr valign="top">
*48:*  	<td width="70%" class="boxcontainer">
*49:*  	
*50:*  	% for my $portlet (@{$portlets->{body}}) {
*51:*  	<% $show_cb->( $portlet ) %>
*52:*  	<br />
*53:*  	% }
*54:*  	
*...*  	

*code stack:*  	/opt/rt3/share/html/Elements/MyRT:50
/opt/rt3/share/html/index.html:79
/opt/rt3/share/html/autohandler:292


Removed our complete rt3 instance and ran make install, only copying the 
RT_SiteConfig.pm file across to the new directory and see the same error

Raw error is:

Can't use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50.


Trace begun at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('Can\'t use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50.^J') called at /opt/rt3/share/html/Elements/MyRT line 50
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1857168)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/html/index.html line 79
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x17679ac)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef) called at /opt/rt3/share/html/autohandler line 292
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1794ce8)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x112b300)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x112b300)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x128c928)', 'Apache=SCALAR(0x106490)') called at /opt/rt3/bin/webmux.pl line 123
eval {...} at /opt/rt3/bin/webmux.pl line 123
RT::Mason::handler('Apache=SCALAR(0x106490)') called at /dev/null line 0
eval {...} at /dev/null line 0

make testdeps output is:
/usr/local/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql
perl:
        >=5.8.3(5.008004)...found
users:
        rt group (rt)...found
        bin owner (root)...found
        libs owner (root)...found
        libs group (bin)...found
        web owner (rtuser)...found
        web group (rtusers)...found
CLI dependencies:
        Getopt::Long >=2.24...found
CORE dependencies:
        Digest::base...found
        Digest::MD5 >=2.27...found
        DBI >=1.37...found
        Test::Inline...found
        Class::ReturnValue >=0.40...found
        Date::Format...found
        DBIx::SearchBuilder >=1.40...found
        Text::Template...found
        File::Spec >=0.8...found
        HTML::Entities...found
        HTML::Scrubber >=0.08...found
        Net::Domain...found
        Log::Dispatch >=2.0...found
        Locale::Maketext >=1.06...found
        Locale::Maketext::Lexicon >=0.32...found
        Locale::Maketext::Fuzzy...found
        MIME::Entity >=5.108...found
        Mail::Mailer >=1.57...found
        Net::SMTP...found
        Text::Wrapper...found
        Time::ParseDate...found
        Time::HiRes...found
        File::Temp...found
        Term::ReadKey...found
        Text::Autoformat...found
        Text::Quoted >=1.3...found
        Tree::Simple >=1.04...found
        Scalar::Util...found
        Module::Versions::Report...found
        Cache::Simple::TimedExpiry...found
        UNIVERSAL::require...found
        Calendar::Simple...found
DEV dependencies:
        Regexp::Common...found
        Test::Inline...found
        Apache::Test...found
        HTML::Form...found
        HTML::TokeParser...found
        WWW::Mechanize...found
        Test::WWW::Mechanize >=1.04...found
        Module::Refresh >=0.03...found
        Test::Expect >=0.30...found
        XML::Simple...found
        File::Find...found
MAILGATE dependencies:
        HTML::TreeBuilder...found
        HTML::FormatText...found
        Getopt::Long...found
        LWP::UserAgent...found
MASON dependencies:
        Params::Validate >=0.02...found
        Cache::Cache...found
        Exception::Class >=1.14...found
        HTML::Mason >=1.23...found
        MLDBM...found
        Errno...found
        FreezeThaw...found
        Digest::MD5 >=2.27...found
        CGI::Cookie >=1.20...found
        Storable >=2.08...found
        Apache::Session >=1.53...found
        XML::RSS >=1.05...found
        HTTP::Server::Simple >=0.07...found
        HTTP::Server::Simple::Mason >=0.09...found
        GD...found
        GD::Graph...found
        GD::Text...found
        Text::WikiFormat >=0.76...found
MYSQL dependencies:
        DBD::mysql >=2.1018...found


Anyone any ideas? Its been a very long night and I can't see the wood 
for the trees so to speak.

Thanks

Rik

-- 
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com




From kfh at mqsoftware.com  Wed May  9 07:33:38 2007
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 9 May 2007 06:33:38 -0500
Subject: [rt-users] Custom Fields for Users
Message-ID: <63BEA5E623E09F4D92233FB12A9F7943F45D7D@emailmn.mqsoftware.com>

Hi All,

            I noticed that you can create a Custom Field for Users and
tried it out, but how do you get it to show up?  I created the Custom
Field, gave full access to Everyone to it, then went and looked at a
user record.  The Custom Field "area" showed up on the user page, but
there weren't any fields in "area"..

 

What am I missing?

 

-- 

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

 

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From jacorp at bellsouth.net  Wed May  9 09:26:16 2007
From: jacorp at bellsouth.net (Jack D. Browning)
Date: Wed, 9 May 2007 09:26:16 -0400
Subject: [rt-users] custom field display sort & odd workaround
In-Reply-To: <20070509113357.75E3B4D8200@diesel.bestpractical.com>
Message-ID: <Q0tTQjNRMSNaVTEkYDdUNjc4NzgxODEy@ws02>

Joop,

Thanks for the info.

I should be able to locate the patch again, and will see if I can decipher whether it can apply to Pg or not.  I'm not a programmer, so my probability of success is not real high, but I'll see what I can do.

If I have any success, I'll report back here.

Thanks,

Jack B.


Joop wrote:  
 >>  Jack D. Browning wrote:
 >>  >
 >>  > Also, as noted by Justin Brodley and Jeff Stark in this thread, there
 >>   may be a patch available that resolves this, but apparently it's not been
 >>   rolled up into the main codebase.  The only patch that I was aware of
 >>   from the archives was in fact submitted by Joop, but it appears to affect
 >>   the Oracle.pm file as far as I can tell.
 >>  I fixed this for Oracle since we're using that. It has todo with a 
 >>  change introduced for Pg but it was also applied to Oracle and maybe 
 >>  also to MySQL, I didn't check that.
 >>  Have a look at it and see if the outlined method also works on Pg.
 >>  My patch should be in the archives, probably the devellist.

 >>  Joop


From kfh at mqsoftware.com  Wed May  9 09:46:13 2007
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 9 May 2007 08:46:13 -0500
Subject: [rt-users] Custom Fields for Users
In-Reply-To: <63BEA5E623E09F4D92233FB12A9F7943F45D7D@emailmn.mqsoftware.com>
References: <63BEA5E623E09F4D92233FB12A9F7943F45D7D@emailmn.mqsoftware.com>
Message-ID: <63BEA5E623E09F4D92233FB12A9F7943F45D85@emailmn.mqsoftware.com>

Found the answer.  To assign custom fields to users, logged in as root,
do the following:

 

1)  Click Configuration in the top menu bar

2)  Click Global from the list of items

3)  Click on Custom Fields from the list of items

4)  Click on Users from the list of items

 

Now you can select which Custom Fields apply to all users.

-- 

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

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F.
Hickel
Sent: Wednesday, May 09, 2007 6:34 AM
To: RT Users
Subject: [rt-users] Custom Fields for Users

 

Hi All,

            I noticed that you can create a Custom Field for Users and
tried it out, but how do you get it to show up?  I created the Custom
Field, gave full access to Everyone to it, then went and looked at a
user record.  The Custom Field "area" showed up on the user page, but
there weren't any fields in "area"..

 

What am I missing?

 

-- 

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

 

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From theillien at yahoo.com  Thu May 10 01:03:29 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 10 May 2007 01:03:29 -0400
Subject: [rt-users] Custom Status/Ticket disappears: Take 3
In-Reply-To: <463C32E3.8090304@yahoo.com>
References: <462583D6.70301@yahoo.com>	<bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>
	<463C32E3.8090304@yahoo.com>
Message-ID: <4642A7A1.60400@yahoo.com>

I've looked through various files again.  Some new ones like Queue_Overlay.pm
adding my custom status to @DEFAULT_ACTIVE_STATUS.  However, since it appears to
be able to get the information somewhere else, the ActiveStatusArray method
never gets to the point where it has to use the default.

I can't find where it is getting its information from so it will show up in "10
Tickets I Own".  Any help will be appreciated.

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


Mathew Snyder wrote:
> I've got the status showing up in QuickSearch and it displays the tickets
> therein.  However, I can't seem to figure out how to adjust "10 Tickets I Own"
> section.  The search for that only lists new, open or stalled tickets.  Where do
> I adjust this query.  I've looked in several files under Elements/ but can't
> find the file containing this query.
> 
> Mathew
> 
> Torsten Brumm wrote:
>> Here is a simple example for quicksearch:
>> <div class="ticket-overview">
>> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>>    titleright => loc("Edit"), titleright_href =>
>> $RT::WebPath.'/Prefs/Quicksearch.html' &>
>> <& /Elements/QueueSummary,
>>    cache => 'quick_search_queues',
>>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
>> !exists $unwanted->{$_->Name} },
>>    conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
>>                    {cond => "Status = 'open'", name => loc ('open') },
>>                    {cond => "Status = 'accepted'", name => loc
>> ('accepted') },
>>                    {cond => "Status = 'implement'", name => loc
>> ('implemented') },
>>                    {cond => "Status = 'approved'", name => loc
>> ('approved') },
>>                    {cond => "Status = 'stalled'", name => loc ('stalled') },
>>                    {cond => "Status = 'pending'", name => loc
>> ('pending') },
>>                    {cond => "Status = 'authorized'", name => loc
>> ('authorized') },
>>                    {cond => "Status = 'resolved'", name => loc
>> ('resolved') }] &>
>> </&>
>> </div>
>> <%INIT>
>> my $unwanted =
>> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>> </%INIT>
>>
>> i had to add my custom status to this file.
>>
>> For the rest like tickets i own and so on, its enough if you go to edit
>> in this module and edit the search string.
>>
>> Torsten
>>
>> 2007/4/18, Mathew Snyder < theillien at yahoo.com
>> <mailto:theillien at yahoo.com>>:
>>
>>     I used the method in the wiki for adding a custom active status to my
>>     configuration (development box).  It shows up fine.  However, when I
>>     select it,
>>     ticket I've applied it to disappears from my list of owned
>>     tickets.  How can I
>>     adjust this to force the ticket to stay available the way stalled does?
>>
>>     Thanks
>>     Mathew
>>     _______________________________________________
>>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>     Community help: http://wiki.bestpractical.com
>>     Commercial support: sales at bestpractical.com
>>     <mailto:sales at bestpractical.com>
>>
>>
>>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>     Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>>
>> -- 
>> MFG
>>
>> Torsten Brumm
>>
>> http://www.torsten-brumm.de <http://www.torsten-brumm.de>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From theillien at yahoo.com  Thu May 10 04:54:36 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 10 May 2007 04:54:36 -0400
Subject: [rt-users] getting Custom Field Values for Users
Message-ID: <4642DDCC.2030709@yahoo.com>

I'm trying to figure out how to get the value of a custom field for a user.  My
script goes through transactions and adds time up for each privileged user,
creates a HoHoH, manipulates the data and enters it into a file.  The file is
then emailed to a few people.  However, I would like to be able to add each user
to one of two hashes based on a user custom field, populate two files based on
the hashes and then email each to the appropriate person.

I don't know how to go about getting the custom field value for a creator of a
transaction, though.  I'm guessing I would have load the user object of the
creator and then use FirstCustomFieldValue on it, using the result of that to
determine which hash to place the user in.

Is this what it should look like?
<snip>
my $transactions = $ticket->Transactions;
        while (my $transaction  = $transactions->Next) {
		next unless ($transaction->TimeTaken);
                next unless $creator->Privileged;
                my $creator     = $transaction->CreatorObj;
                my $user        = new RT::User(RT::SystemUser);
                $user->Load('$creator');
                my $dept = $user->FirstCustomFieldValue('Department');
                if ($dept == 'Engineering') {
                        $eng{$env}{$creator->Name} += $transaction->TimeTaken;
                }elsif ($dept == 'Operations') {
                        $ops{$env}{$creator->Name} += $transaction->TimeTaken;
                }else{
                        next;
                }
        }
</snip>

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


From dolphio at gmail.com  Thu May 10 09:28:43 2007
From: dolphio at gmail.com (Randy Oswald)
Date: Thu, 10 May 2007 09:28:43 -0400
Subject: [rt-users] Search for Tickets Updated by Non-privileged user
Message-ID: <5faa9d100705100628r468afe5cn950f41b4106aa539@mail.gmail.com>

I am trying to create a search for tickets that have been last updated by a
non-privileged user (by responding to an email we have sent from RT). I'm
looking for a list of people who have responded to us, but our group hasn't
acted upon yet.

I've noticed "LastUpdatedBy" is a username when it is a privileged user, and
an email address when it is a non-priviledged user.  I've tried to search on
"LastUpdatedBy like '%@domain.com' " and "LastUpdatedBy = '@domain.com', but
neither work, although I can perform the searches for non-privileged users
without the wildcard.

Anyone have any thoughts on this, either how I am attempting to do it or
through another method?   It seems like its something that shouldn't be
difficult to do.

Thanks a lot,

Randy
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From garyo at genarts.com  Thu May 10 09:40:13 2007
From: garyo at genarts.com (Gary Oberbrunner)
Date: Thu, 10 May 2007 09:40:13 -0400
Subject: [rt-users] Re: Search for Tickets Updated by Non-privileged user
In-Reply-To: <5faa9d100705100628r468afe5cn950f41b4106aa539@mail.gmail.com>
References: <5faa9d100705100628r468afe5cn950f41b4106aa539@mail.gmail.com>
Message-ID: <464320BD.4030401@genarts.com>

Randy Oswald wrote:
> I am trying to create a search for tickets that have been last updated
> by a non-privileged user (by responding to an email we have sent from
> RT). I'm looking for a list of people who have responded to us, but our
> group hasn't acted upon yet.

I'm also interested in this; a ticket is more "interesting" if it's getting
old and the last updater is the originator, and less interesting if the last
updater is a tech here (since the originator may not care anymore or
something).  Ideally we'd like to auto-close any tickets a week or more old,
but ONLY if the last updater was a tech here.

-- Gary


From garyo at genarts.com  Thu May 10 09:40:13 2007
From: garyo at genarts.com (Gary Oberbrunner)
Date: Thu, 10 May 2007 09:40:13 -0400
Subject: [rt-users] Re: Search for Tickets Updated by Non-privileged user
In-Reply-To: <5faa9d100705100628r468afe5cn950f41b4106aa539@mail.gmail.com>
References: <5faa9d100705100628r468afe5cn950f41b4106aa539@mail.gmail.com>
Message-ID: <464320BD.4030401@genarts.com>

Randy Oswald wrote:
> I am trying to create a search for tickets that have been last updated
> by a non-privileged user (by responding to an email we have sent from
> RT). I'm looking for a list of people who have responded to us, but our
> group hasn't acted upon yet.

I'm also interested in this; a ticket is more "interesting" if it's getting
old and the last updater is the originator, and less interesting if the last
updater is a tech here (since the originator may not care anymore or
something).  Ideally we'd like to auto-close any tickets a week or more old,
but ONLY if the last updater was a tech here.

-- Gary



From theillien at yahoo.com  Thu May 10 09:46:31 2007
From: theillien at yahoo.com (Mathew)
Date: Thu, 10 May 2007 09:46:31 -0400
Subject: [rt-users] Search for Tickets Updated by Non-privileged user
In-Reply-To: <5faa9d100705100628r468afe5cn950f41b4106aa539@mail.gmail.com>
References: <5faa9d100705100628r468afe5cn950f41b4106aa539@mail.gmail.com>
Message-ID: <46432237.8070005@yahoo.com>

Dang.  I wish I had my script in front of me.  You'd just have to write
the opposite of what I did to get the non-privileged users.  Sadly, I
can't recall off the top of my head how I wrote it.

Mathew


Randy Oswald wrote:
> I am trying to create a search for tickets that have been last updated
> by a non-privileged user (by responding to an email we have sent from
> RT). I'm looking for a list of people who have responded to us, but our
> group hasn't acted upon yet.
> 
> I've noticed "LastUpdatedBy" is a username when it is a privileged user,
> and an email address when it is a non-priviledged user.  I've tried to
> search on "LastUpdatedBy like '%@ domain.com <http://domain.com>' " and
> "LastUpdatedBy = '@domain.com <http://domain.com>', but neither work,
> although I can perform the searches for non-privileged users without the
> wildcard.
> 
> Anyone have any thoughts on this, either how I am attempting to do it or
> through another method?   It seems like its something that shouldn't be
> difficult to do.
> 
> Thanks a lot,
> 
> Randy
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From pedro.santa at gmail.com  Thu May 10 11:03:34 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Thu, 10 May 2007 16:03:34 +0100
Subject: [rt-users] Still lots of Spam hitting RT after filtering via
	Procmail/Spamassasin/Rules Du Jour
Message-ID: <566b419c0705100803u187feb27v90abc34e4f22af70@mail.gmail.com>

Hi list!

My RT instance still receives lots of SPAM even with procmail
filtering, with Spamassasin updated with "rules du jour" script.

My procmail logs show that some of the mail is filtered but still gets
trough lots of spam. Any suggestions.

Thanks in advance.

Pedro Machado Santa

RT 3.4.1

Here are my configuration files:



###########################
### /etc/aliases:

rt: | "/usr/bin/procmail -m /etc/procmailrcs/rt-helpdesk"

rt-comment: | "/usr/bin/perl /usr/bin/rt-mailgate --queue helpdesk
--action comment --url http://gestao.dec.uc.pt/rt/"

gestor-info: | "/usr/bin/perl /usr/bin/rt-mailgate --queue gestor-info
--action correspond --url http://gestao.dec.uc.pt/rt/"



###########################
### /etc/procmailrcs/rt-helpdesk

PATH=/usr/local/bin:/bin:/usr/bin
LOGFILE=/var/log/procmail.log
INCLUDERC=/etc/procmailrcs/_spamfilter

# All mails bigger than 300000 characters are sent to an administrator instead
:0fwbh
* > 300000
| /usr/bin/rt-mailgate --queue helpdesk --action correspond --url
http://gestao.dec.uc.pt/rt

#if the spam trigger is fired send to spam queue
#:0fwbh
:0:
* ^X-Spam-Level: \*\*\*
/var/mail/admin
#| /usr/bin/rt-mailgate --queue spam --action correspond --url
http://gestao.dec.uc.pt/rt

:0:
* ^Subject: RHN Errata Alert:
!gestor-info at dec.uc.pt

#if the spam trigger is not fired then send to expected destination
:0wbh
|/usr/bin/rt-mailgate --queue helpdesk --action correspond --url
http://gestao.dec.uc.pt/rt



###########################
### /etc/procmailrcs/_spamfilter

#
# The lock file ensures that only 1 spamassassin invocation happens
# at 1 time, to keep the load down.
#
:0fw: spamassassin.lock
* < 256000
| /usr/bin/spamassassin

# Mails with a score of 15 or higher are almost certainly spam (with 0.05%
# false positives according to rules/STATISTICS.txt). Let's put them in a
# different mbox. (This one is optional.)
:0:
* ^X-Spam-Level: \*\*\*\*\*\*\*\*\*\*\*\*\*\*\*
/dev/null
#/local/mailcopy/almost-certainly-spam

# Work around procmail bug: any output on stderr will cause the "F" in "From"
# to be dropped.  This will re-add it.
:0
* ^^rom[ ]
{
   LOG="*** Dropped F off From_ header! Fixing up. "

   :0 fhw
   | sed -e '1s/^/F/'
}

:0 c
/var/mail/admin
#/local/mailcopy/unconfirmed-ham


From mario at rimann.org  Thu May 10 11:08:42 2007
From: mario at rimann.org (Mario Rimann)
Date: Thu, 10 May 2007 17:08:42 +0200 (CEST)
Subject: [rt-users] Ticket view shows an empty page
Message-ID: <14640.212.55.219.98.1178809722.squirrel@mail.oliverklee.com>

Hi all

We have problem with a single ticket: When opening the display view of
that particular ticket, we get just an empty page that shows nothing than
the white background.

The link seems to be ok, if we change the ID to another value, all other
tickets are shown as expected.

What I tried:
- Logged in as root so see if it's a permission problem. Resulted in the
same behaviour as outlined above.
- Tried to search for the ticket: The ticket is found and shown in the
list of found tickets. If you click the link to the ticket: the problem
occurs.
- Had a look into the database: The ticket exists and the last stuff that
happened to this ticket was an incoming mail that changed the state of the
ticket to "open".

Any hint is really appreciated!

Cheers,
Mario



From gleduc at mail.sdsu.edu  Thu May 10 11:34:19 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 10 May 2007 08:34:19 -0700
Subject: [rt-users] getting Custom Field Values for Users
In-Reply-To: <4642DDCC.2030709@yahoo.com>
References: <4642DDCC.2030709@yahoo.com>
Message-ID: <6.2.1.2.2.20070510083044.02cf97c0@mail.sdsu.edu>

I'm not a guru, but the scrip logic looks right to me.  If it's not 
working, try replacing your $dept "==" equality checks with "eq" for strings.

At 01:54 AM 5/10/2007, Mathew Snyder wrote:
>I'm trying to figure out how to get the value of a custom field for a 
>user.  My
>script goes through transactions and adds time up for each privileged user,
>creates a HoHoH, manipulates the data and enters it into a file.  The file is
>then emailed to a few people.  However, I would like to be able to add 
>each user
>to one of two hashes based on a user custom field, populate two files based on
>the hashes and then email each to the appropriate person.
>
>I don't know how to go about getting the custom field value for a creator of a
>transaction, though.  I'm guessing I would have load the user object of the
>creator and then use FirstCustomFieldValue on it, using the result of that to
>determine which hash to place the user in.
>
>Is this what it should look like?
><snip>
>my $transactions = $ticket->Transactions;
>         while (my $transaction  = $transactions->Next) {
>                 next unless ($transaction->TimeTaken);
>                 next unless $creator->Privileged;
>                 my $creator     = $transaction->CreatorObj;
>                 my $user        = new RT::User(RT::SystemUser);
>                 $user->Load('$creator');
>                 my $dept = $user->FirstCustomFieldValue('Department');
>                 if ($dept == 'Engineering') {
>                         $eng{$env}{$creator->Name} += 
> $transaction->TimeTaken;
>                 }elsif ($dept == 'Operations') {
>                         $ops{$env}{$creator->Name} += 
> $transaction->TimeTaken;
>                 }else{
>                         next;
>                 }
>         }
></snip>
>
>--
>Keep up with me and what I'm up to: http://theillien.blogspot.com
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


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



From gleduc at mail.sdsu.edu  Thu May 10 13:13:04 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 10 May 2007 10:13:04 -0700
Subject: [rt-users] Can unprivileged user modify a ticket?
Message-ID: <6.2.1.2.2.20070510100751.02d51770@mail.sdsu.edu>

Is it possible for an unprivileged user to modify a ticket?  When 
unprivileged users login to RT, they get the Self Service screen and I 
can't see any way to let them modify a ticket from Self Service.  I'd like 
the ticket requestor to be able to modify certain custom fields in their 
tickets, but I don't want to make them privileged users in order to do 
this.  If you know how to let unprivileged users modify tickets, I'd 
appreciate hearing from you.

Thanks,
Gene


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



From sturner at MIT.EDU  Thu May 10 14:22:08 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 10 May 2007 14:22:08 -0400
Subject: [rt-users] "Show" rights for templates
Message-ID: <6.2.3.4.2.20070510141750.03cfdd68@po14.mit.edu>

Hello,

I'd like to restrict view access to queue templates to the people who 
work in the queue, but still give everyone the rights to see global 
templates. Can this be done?

I can't find any way to give everyone read access to global templates 
without also granting the rights to see any queue template!

Thanks,
Steve


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




From djones at proofpoint.com  Thu May 10 14:15:35 2007
From: djones at proofpoint.com (Dayton Jones)
Date: Thu, 10 May 2007 11:15:35 -0700
Subject: [rt-users] ShowStatusInColor in RT3.6.3?
Message-ID: <483CE3D0711D774C9787A140E66A0F1E6F5315@CUP-POSTAL1.corp.proofpoint.com>

I'm trying to setup the color status as described in the wiki
(http://wiki.bestpractical.com/index.cgi?ShowStatusInColor) in RT3.6.3
without any luck.

 

I create
<RTInstallationDir>/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket
/ColumnMap and put the contents from the wiki into ColumnMap.  When I
load RT, instead of displaying the status in color, everything looks the
same as before I put the ColumnMap file in place.  No errors show in my
logs.

 

What do I need to do in order to get the status color code to work in
this version?

 

Dayton Jones

Senior Network Engineer

Proofpoint, Inc.

djones at proofpoint.com

 

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From gleduc at mail.sdsu.edu  Thu May 10 14:35:41 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 10 May 2007 11:35:41 -0700
Subject: [rt-users] Can I abort a ticket creation?
Message-ID: <6.2.1.2.2.20070510112526.02db0ac8@mail.sdsu.edu>

Hi All,

I'd like to be able to stop a ticket from being created if a specific 
Received: header is not present on the incoming mail.

In the normal course of action, an e-mail is received from our web server 
and the ticket creation process begins (lots of scrips get run, e-mails 
generated, etc.).  Now that the system is working the way I want, I'd like 
to tighten security a little by checking to make sure that the incoming 
mail originated with our web server (apache at localhost).  I know how to 
check for this in the headers, but how do I stop the ticket creation 
process once it's begun?

Thanks,
Gene



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



From micah at onshore.com  Thu May 10 14:35:19 2007
From: micah at onshore.com (Micah Gersten)
Date: Thu, 10 May 2007 13:35:19 -0500
Subject: [rt-users] Trying to create a custom form
Message-ID: <9051E64290584ABCAB864C3AC679E42B@Enterprise>

I'm trying to create a custom form in RT.  The form works, but I cannot
figure out how to take the form data and put in into the body of the ticket.
How does post processing work with the RT forms?

Thank you,
Micah Gersten
onShore Networks
www.onshore.com
 




From KFCrocker at lbl.gov  Thu May 10 15:45:23 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 10 May 2007 12:45:23 -0700
Subject: [rt-users] Wierd result
In-Reply-To: <6.2.1.2.2.20070508085211.02cf36f8@mail.sdsu.edu>
References: <4640073C.5020005@lbl.gov>
	<6.2.1.2.2.20070508085211.02cf36f8@mail.sdsu.edu>
Message-ID: <46437653.9030506@lbl.gov>

Gene,

	You're hints were helpful, thank you. Now I am discovering that what I 
really want to do is automatically change the ticket status based on a 
particular CF being change to a certain value. I'm no Perl guru. I have 
read alot about TransactionBatch, so I know I have to enable that, but 
I'm not sure how to approach evaluating a single CF or even how to get 
it to be evaluated before sending a notification and changing the 
status. Any help here would be greatly appreciated. Thanks in advance.

Kenn
LBNL

Gene LeDuc wrote:
> Hi Kenn,
> 
> In addition to what Steve pointed out, I think you have an error in your 
> condition code.  The second term of
>>                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
> should probably be TicketObj instead of Ticket.
> 
> Something I started doing with my scrips to avoid making 
> Ticket/TicketObj mistakes when jumping between scrips and templates is I 
> always start my scrips off with the following 2 lines:
>   my $Ticket = $self->TicketObj;
>   my $Transaction = $self->TransactionObj;
> 
> Now I can just copy code snippets between templates and scrips without 
> having to change any of the Transaction or Ticket references (for 
> instance, ticket status is $Ticket->Status whether it's in a scrip or 
> template).  This is especially handy when I have subroutines that I use 
> in both scrips and templates.  Plus I never get the $self->Ticket or 
> $self->$TicketObj errors anymore.
> 
> Gene
> 
> At 10:14 PM 5/7/2007, Kenneth Crocker wrote:
>> To all,
>>
>>         I  have created the following scrip/conditions:
>>
>>         Condition: User Defined
>>         Action: Notify AdminCc's, Cc's, Requestors
>>         Template: Reviewed (new template created as well)
>>
>>         Custom Condition:
>>
>>         # condition execution on ticket status and Custom Field value
>>
>>         return ($self->TicketObj->Status eq "new" &&
>>                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
>>                 eq "Reviewing Request");
>>         return 0;
>>
>>         Custom Action Preparation Code: none
>>
>>         Custom Action Cleanup code:
>>
>>         # set new status for work-status
>>
>>         my $cf_obj;
>>         my $cf_name;
>>         my $cf_value;
>>
>>         $cf_obj = RT::CustomField->new($RT::SystemUser);
>>         $cf_name = "Work-Status";
>>         $cf_value = "Pending Decision";
>>         $RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
>>         $cf_obj->LoadByName( Name => $cf_name );
>>         $RT::Logger->debug( "Loaded \$cf_obj->Name = ". 
>> $cf_obj->Name()                 ."\n" );
>>         $cf_obj->AddValueForObject( 
>> Object=>$self->TicketObj,           Content=>$cf_value, );
>>
>>         # set new status for ticket
>>
>>         $RT::Logger->debug( $self->TicketObj->SetStatus("pending rv");
>>
>>
>>         I have also added the new ticket status value in my RT 
>> Configuration.
>>
>>         My problem is 1; I get a template sent out that I did not ask 
>> for (I get new owner like for an owner change).
>>         2; the ticket status doesn't get changed.
>>
>>         Any ideas?  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 twilson at buffalo.k12.mn.us  Thu May 10 15:32:06 2007
From: twilson at buffalo.k12.mn.us (Tim Wilson)
Date: Thu, 10 May 2007 14:32:06 -0500
Subject: [rt-users] Seeking custom RT script development
Message-ID: <46432CE4.F8B4.0061.0@buffalo.k12.mn.us>

Hi everyone,

My organization has a need for some custom perl scripts that would create RT tickets with some custom fields populated from a web form. It seems like the RT CLI might be the way to go.

My perl skills are rudimentary at best, so I'm wondering how I could go about hiring someone else to develop the script for me. Is that kind of thing OK to post on the list? Maybe we could use [RFP] or [JOB] in the subject line to differentiate them. Do we need an RT marketplace somewhere to this purpose?

Jesse, other RT gurus, I'm open to suggestions.

-Tim



-- 
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE   Buffalo, MN  55313
ph: 763.682.8740  fax: 763.682.8743  http://www.buffalo.k12.mn.us







From cmoughan at bbinslv.com  Thu May 10 16:06:05 2007
From: cmoughan at bbinslv.com (Christopher Moughan)
Date: Thu, 10 May 2007 16:06:05 -0400
Subject: [rt-users] Questions about customizing menus on a group basis
Message-ID: <19D938D7DBF96940829914A3039A3DBE076FCFCA@bblvmail.LEHR1.com>

Hey guys/gals,

Forgive me if this is simple question. If it belongs elsewhere please
let me know.

 

I want to customize the menus general users see when they log in to
their screen.

Currently they see the standard menu

 

Home - Simple Search - Tickets - Tools - Preferences - Approval

 

I would like the users to simply see:

 

Home - Simple Search - Preferences

 

If they need any customization I would prefer the IT department to do
it.

 

Thanks everyone!

 

Christopher Moughan

System Administrator

Brown & Brown Lehigh Valley

268 Brodhead Road

Bethlehem, PA 18017

 

Office 610-694-1814

 

Fax 610-974-9791

 

 

 

 

 

  

IMPORTANT:  Insurance coverage can not be bound, amended or changed via
voicemail, facsimile or Email message without confirmation from an
authorized Brown & Brown representative.  

NOTICE: The information contained in this electronic message is legally
privileged and confidential and is intended for the use of the
individual or entity named above. If the reader of this message is not
the intended recipient, you are hereby notified that any dissemination,
distribution or copy of this message is strictly prohibited. If you have
received this communication in error, please contact the sender by reply
email and destroy all electronic and printed copies of this message. 

 

 

 

 

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From torsten.brumm at Kuehne-Nagel.com  Thu May 10 16:13:29 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 10 May 2007 22:13:29 +0200
Subject: AW: [rt-users] ShowStatusInColor in RT3.6.3?
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944854C5@w3hamboex11.ger.win.int.kn>

I use the same from the wiki and it works perfect. Have you cleaned the mason cache and restarted apache?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Thu May 10 20:15:35 2007
Subject: [rt-users] ShowStatusInColor in RT3.6.3?

I?m trying to setup the color status as described in the wiki (http://wiki.bestpractical.com/index.cgi?ShowStatusInColor) in RT3.6.3 without any luck.

 

I create <RTInstallationDir>/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap and put the contents from the wiki into ColumnMap.  When I load RT, instead of displaying the status in color, everything looks the same as before I put the ColumnMap file in place.  No errors show in my logs.

 

What do I need to do in order to get the status color code to work in this version?

 

Dayton Jones

Senior Network Engineer

Proofpoint, Inc.

djones at proofpoint.com

 

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From djones at proofpoint.com  Thu May 10 16:16:49 2007
From: djones at proofpoint.com (Dayton Jones)
Date: Thu, 10 May 2007 13:16:49 -0700
Subject: [rt-users] ShowStatusInColor in RT3.6.3?
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB03944854C5@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB03944854C5@w3hamboex11.ger.win.int.kn>
Message-ID: <483CE3D0711D774C9787A140E66A0F1E6F5317@CUP-POSTAL1.corp.proofpoint.com>

Yes, and that didn't fix it.. I figured it out though --I had RT_Ticket
instead of RT__Ticket   works perfectly now.  Thanks.

 

________________________________

From: Ham MI-ID, Torsten Brumm [mailto:torsten.brumm at Kuehne-Nagel.com] 
Sent: Thursday, May 10, 2007 1:13 PM
To: Dayton Jones; rt-users at lists.bestpractical.com
Subject: AW: [rt-users] ShowStatusInColor in RT3.6.3?

 

I use the same from the wiki and it works perfect. Have you cleaned the
mason cache and restarted apache?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
<rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Thu May 10 20:15:35 2007
Subject: [rt-users] ShowStatusInColor in RT3.6.3?

I'm trying to setup the color status as described in the wiki
(http://wiki.bestpractical.com/index.cgi?ShowStatusInColor) in RT3.6.3
without any luck.



I create
<RTInstallationDir>/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket
/ColumnMap and put the contents from the wiki into ColumnMap.  When I
load RT, instead of displaying the status in color, everything looks the
same as before I put the ColumnMap file in place.  No errors show in my
logs.



What do I need to do in order to get the status color code to work in
this version?



Dayton Jones

Senior Network Engineer

Proofpoint, Inc.

djones at proofpoint.com




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From torsten.brumm at Kuehne-Nagel.com  Thu May 10 16:18:05 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 10 May 2007 22:18:05 +0200
Subject: AW: [rt-users] ShowStatusInColor in RT3.6.3?
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944854C6@w3hamboex11.ger.win.int.kn>

And i forgot, have you checked the rights from the new directory and file?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: djones at proofpoint.com <djones at proofpoint.com>; rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Thu May 10 22:13:29 2007
Subject: AW: [rt-users] ShowStatusInColor in RT3.6.3?

I use the same from the wiki and it works perfect. Have you cleaned the mason cache and restarted apache?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Thu May 10 20:15:35 2007
Subject: [rt-users] ShowStatusInColor in RT3.6.3?

I?m trying to setup the color status as described in the wiki (http://wiki.bestpractical.com/index.cgi?ShowStatusInColor) in RT3.6.3 without any luck.



I create <RTInstallationDir>/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/ColumnMap and put the contents from the wiki into ColumnMap.  When I load RT, instead of displaying the status in color, everything looks the same as before I put the ColumnMap file in place.  No errors show in my logs.



What do I need to do in order to get the status color code to work in this version?



Dayton Jones

Senior Network Engineer

Proofpoint, Inc.

djones at proofpoint.com





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From torsten.brumm at Kuehne-Nagel.com  Thu May 10 16:27:42 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Thu, 10 May 2007 22:27:42 +0200
Subject: AW: [rt-users] Questions about customizing menus on a group basis
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944854C7@w3hamboex11.ger.win.int.kn>

Hi,
This should be very simple. We used it that way, copied the /elements/tabs to the local part and grabbed from the wiki from the code snippets some code to check if the current user is member in on on spec group. Inside the tabs you find the menu and we pasted the code there, if you like i sent you some examples.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com <rt-users-bounces at lists.bestpractical.com>
To: rt-users at lists.bestpractical.com <rt-users at lists.bestpractical.com>
Sent: Thu May 10 22:06:05 2007
Subject: [rt-users] Questions about customizing menus on a group basis

Hey guys/gals,

Forgive me if this is simple question. If it belongs elsewhere please let me know.

 

I want to customize the menus general users see when they log in to their screen.

Currently they see the standard menu

 

Home ? Simple Search ? Tickets ? Tools ? Preferences ? Approval

 

I would like the users to simply see:

 

Home ? Simple Search - Preferences

 

If they need any customization I would prefer the IT department to do it.

 

Thanks everyone!

 

Christopher Moughan

System Administrator

Brown & Brown Lehigh Valley

268 Brodhead Road

Bethlehem, PA 18017

 

Office 610-694-1814

 

Fax 610-974-9791

 

 

 

 

 

  

IMPORTANT:  Insurance coverage can not be bound, amended or changed via voicemail, facsimile or Email message without confirmation from an authorized Brown & Brown representative.  

NOTICE: The information contained in this electronic message is legally privileged and confidential and is intended for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copy of this message is strictly prohibited. If you have received this communication in error, please contact the sender by reply email and destroy all electronic and printed copies of this message. 

 

 

 

 

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From gleduc at mail.sdsu.edu  Thu May 10 16:38:07 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 10 May 2007 13:38:07 -0700
Subject: [rt-users] Wierd result
In-Reply-To: <46437653.9030506@lbl.gov>
References: <4640073C.5020005@lbl.gov>
	<6.2.1.2.2.20070508085211.02cf36f8@mail.sdsu.edu>
	<46437653.9030506@lbl.gov>
Message-ID: <6.2.1.2.2.20070510125255.02de0150@mail.sdsu.edu>

Kenn, here's the condition code from one of my scrips that triggers when CF 
'DMCA State' changes to 'TNS_Restore''.  This uses TransactionCreate, not 
Batch.

{ ### Testing CF triggers
   my $Transaction = $self->TransactionObj;
   my $Ticket = $self->TicketObj;
   my $val = $Transaction->Type eq "CustomField"
          && $Transaction->Field == get_custom_id('DMCA State')
          && $Transaction->NewValue eq 'TNS Restore';
   return $val;

   ### Returns custom field ID number from Name
   ### usage: $id = get_custom_id($name);
   sub get_custom_id {
     my $target_name = $_[0];
     my $cf = RT::CustomField->new($RT::SystemUser);
     $cf->LoadByNameAndQueue(Name=>$target_name, Queue=>$Ticket->QueueObj);
     return $cf->id if $cf;
     return undef;
   }
}

Then my Prep code would be something like:
### Sets status to 'rejected'
my $Ticket = $self->TicketObj;
$Ticket->SetStatus('rejected');

Hope this helps you,
Gene

At 12:45 PM 5/10/2007, Kenneth Crocker wrote:
>Gene,
>
>         You're hints were helpful, thank you. Now I am discovering that 
> what I really want to do is automatically change the ticket status based 
> on a particular CF being change to a certain value. I'm no Perl guru. I 
> have read alot about TransactionBatch, so I know I have to enable that, 
> but I'm not sure how to approach evaluating a single CF or even how to 
> get it to be evaluated before sending a notification and changing the 
> status. Any help here would be greatly appreciated. Thanks in advance.
>
>Kenn
>LBNL
>
>Gene LeDuc wrote:
>>Hi Kenn,
>>In addition to what Steve pointed out, I think you have an error in your 
>>condition code.  The second term of
>>>                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
>>should probably be TicketObj instead of Ticket.
>>Something I started doing with my scrips to avoid making Ticket/TicketObj 
>>mistakes when jumping between scrips and templates is I always start my 
>>scrips off with the following 2 lines:
>>   my $Ticket = $self->TicketObj;
>>   my $Transaction = $self->TransactionObj;
>>Now I can just copy code snippets between templates and scrips without 
>>having to change any of the Transaction or Ticket references (for 
>>instance, ticket status is $Ticket->Status whether it's in a scrip or 
>>template).  This is especially handy when I have subroutines that I use 
>>in both scrips and templates.  Plus I never get the $self->Ticket or 
>>$self->$TicketObj errors anymore.
>>Gene
>>At 10:14 PM 5/7/2007, Kenneth Crocker wrote:
>>>To all,
>>>
>>>         I  have created the following scrip/conditions:
>>>
>>>         Condition: User Defined
>>>         Action: Notify AdminCc's, Cc's, Requestors
>>>         Template: Reviewed (new template created as well)
>>>
>>>         Custom Condition:
>>>
>>>         # condition execution on ticket status and Custom Field value
>>>
>>>         return ($self->TicketObj->Status eq "new" &&
>>>                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
>>>                 eq "Reviewing Request");
>>>         return 0;
>>>
>>>         Custom Action Preparation Code: none
>>>
>>>         Custom Action Cleanup code:
>>>
>>>         # set new status for work-status
>>>
>>>         my $cf_obj;
>>>         my $cf_name;
>>>         my $cf_value;
>>>
>>>         $cf_obj = RT::CustomField->new($RT::SystemUser);
>>>         $cf_name = "Work-Status";
>>>         $cf_value = "Pending Decision";
>>>         $RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
>>>         $cf_obj->LoadByName( Name => $cf_name );
>>>         $RT::Logger->debug( "Loaded \$cf_obj->Name = ". 
>>> $cf_obj->Name()                 ."\n" );
>>>         $cf_obj->AddValueForObject( 
>>> Object=>$self->TicketObj,           Content=>$cf_value, );
>>>
>>>         # set new status for ticket
>>>
>>>         $RT::Logger->debug( $self->TicketObj->SetStatus("pending rv");
>>>
>>>
>>>         I have also added the new ticket status value in my RT 
>>> Configuration.
>>>
>>>         My problem is 1; I get a template sent out that I did not ask 
>>> for (I get new owner like for an owner change).
>>>         2; the ticket status doesn't get changed.
>>>
>>>         Any ideas?  Thanks.
>>>
>>>Kenn
>>>LBNL
>>>_______________________________________________
>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>Community help: http://wiki.bestpractical.com
>>>Commercial support: sales at bestpractical.com
>>>
>>>
>>>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
>>>a copy at http://rtbook.bestpractical.com
>
>
>--
>Gene LeDuc, GSEC
>Security Analyst
>San Diego State University 



From KFCrocker at lbl.gov  Thu May 10 17:34:15 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 10 May 2007 14:34:15 -0700
Subject: [rt-users] Wierd result
In-Reply-To: <6.2.1.2.2.20070510125255.02de0150@mail.sdsu.edu>
References: <4640073C.5020005@lbl.gov>
	<6.2.1.2.2.20070508085211.02cf36f8@mail.sdsu.edu>
	<46437653.9030506@lbl.gov>
	<6.2.1.2.2.20070510125255.02de0150@mail.sdsu.edu>
Message-ID: <46438FD7.6060104@lbl.gov>

Gene,


	Thanks a bunch! I'll try it in a couple days and let you know. thanks 
again for the great help.

Kenn
LBNL

Gene LeDuc wrote:
> Kenn, here's the condition code from one of my scrips that triggers when 
> CF 'DMCA State' changes to 'TNS_Restore''.  This uses TransactionCreate, 
> not Batch.
> 
> { ### Testing CF triggers
>   my $Transaction = $self->TransactionObj;
>   my $Ticket = $self->TicketObj;
>   my $val = $Transaction->Type eq "CustomField"
>          && $Transaction->Field == get_custom_id('DMCA State')
>          && $Transaction->NewValue eq 'TNS Restore';
>   return $val;
> 
>   ### Returns custom field ID number from Name
>   ### usage: $id = get_custom_id($name);
>   sub get_custom_id {
>     my $target_name = $_[0];
>     my $cf = RT::CustomField->new($RT::SystemUser);
>     $cf->LoadByNameAndQueue(Name=>$target_name, Queue=>$Ticket->QueueObj);
>     return $cf->id if $cf;
>     return undef;
>   }
> }
> 
> Then my Prep code would be something like:
> ### Sets status to 'rejected'
> my $Ticket = $self->TicketObj;
> $Ticket->SetStatus('rejected');
> 
> Hope this helps you,
> Gene
> 
> At 12:45 PM 5/10/2007, Kenneth Crocker wrote:
>> Gene,
>>
>>         You're hints were helpful, thank you. Now I am discovering 
>> that what I really want to do is automatically change the ticket 
>> status based on a particular CF being change to a certain value. I'm 
>> no Perl guru. I have read alot about TransactionBatch, so I know I 
>> have to enable that, but I'm not sure how to approach evaluating a 
>> single CF or even how to get it to be evaluated before sending a 
>> notification and changing the status. Any help here would be greatly 
>> appreciated. Thanks in advance.
>>
>> Kenn
>> LBNL
>>
>> Gene LeDuc wrote:
>>> Hi Kenn,
>>> In addition to what Steve pointed out, I think you have an error in 
>>> your condition code.  The second term of
>>>>                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
>>> should probably be TicketObj instead of Ticket.
>>> Something I started doing with my scrips to avoid making 
>>> Ticket/TicketObj mistakes when jumping between scrips and templates 
>>> is I always start my scrips off with the following 2 lines:
>>>   my $Ticket = $self->TicketObj;
>>>   my $Transaction = $self->TransactionObj;
>>> Now I can just copy code snippets between templates and scrips 
>>> without having to change any of the Transaction or Ticket references 
>>> (for instance, ticket status is $Ticket->Status whether it's in a 
>>> scrip or template).  This is especially handy when I have subroutines 
>>> that I use in both scrips and templates.  Plus I never get the 
>>> $self->Ticket or $self->$TicketObj errors anymore.
>>> Gene
>>> At 10:14 PM 5/7/2007, Kenneth Crocker wrote:
>>>> To all,
>>>>
>>>>         I  have created the following scrip/conditions:
>>>>
>>>>         Condition: User Defined
>>>>         Action: Notify AdminCc's, Cc's, Requestors
>>>>         Template: Reviewed (new template created as well)
>>>>
>>>>         Custom Condition:
>>>>
>>>>         # condition execution on ticket status and Custom Field value
>>>>
>>>>         return ($self->TicketObj->Status eq "new" &&
>>>>                 $self->Ticket->FirstCustomFieldValue('Approval-Status')
>>>>                 eq "Reviewing Request");
>>>>         return 0;
>>>>
>>>>         Custom Action Preparation Code: none
>>>>
>>>>         Custom Action Cleanup code:
>>>>
>>>>         # set new status for work-status
>>>>
>>>>         my $cf_obj;
>>>>         my $cf_name;
>>>>         my $cf_value;
>>>>
>>>>         $cf_obj = RT::CustomField->new($RT::SystemUser);
>>>>         $cf_name = "Work-Status";
>>>>         $cf_value = "Pending Decision";
>>>>         $RT::Logger->debug( $self . " cf_value = ". $cf_value . "\n" );
>>>>         $cf_obj->LoadByName( Name => $cf_name );
>>>>         $RT::Logger->debug( "Loaded \$cf_obj->Name = ". 
>>>> $cf_obj->Name()                 ."\n" );
>>>>         $cf_obj->AddValueForObject( 
>>>> Object=>$self->TicketObj,           Content=>$cf_value, );
>>>>
>>>>         # set new status for ticket
>>>>
>>>>         $RT::Logger->debug( $self->TicketObj->SetStatus("pending rv");
>>>>
>>>>
>>>>         I have also added the new ticket status value in my RT 
>>>> Configuration.
>>>>
>>>>         My problem is 1; I get a template sent out that I did not 
>>>> ask for (I get new owner like for an owner change).
>>>>         2; the ticket status doesn't get changed.
>>>>
>>>>         Any ideas?  Thanks.
>>>>
>>>> Kenn
>>>> LBNL
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>> -- 
>> Gene LeDuc, GSEC
>> Security Analyst
>> San Diego State University 
> 


From mikef at ack.berkeley.edu  Thu May 10 18:40:45 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Thu, 10 May 2007 15:40:45 -0700 (PDT)
Subject: [rt-users] Question on clearing mason cache
Message-ID: <20070510152600.I6828@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Am I misunderstanding something, or is it the case that, if RT is running 
with mod_perl, the mason cache is automatically cleared on each apache 
restart, assuming I'm not running with 'DevelMode' on?  That's what the 
code in webmux.pl seems to be doing.

Over the years, I've seen many comments reminding someone to clear the 
mason cache in addition to restarting RT, when making certain kinds of 
changes.  But now I'm wondering about this, at least in a mod_perl 
environment.

I'm referring specifically to this code in webmux.pl:

    if ($ENV{'MOD_PERL'} && !$RT::DevelMode) {
        # Under static_source, we need to purge the component cache
        # each time we restart, so newer components may be reloaded.
        #
        # We can't do this in FastCGI or we'll blow away the component root
        # _every_ time a new server starts which happens every few hits.

        use File::Path qw( rmtree );
        use File::Glob qw( bsd_glob );
        my @files = bsd_glob("$RT::MasonDataDir/obj/*");
        rmtree([ @files ], 0, 1) if @files;
    }

Can I assume that restarting apache will, in fact, cause the mason cache 
to be cleared every time?  I am running with mod_perl and do have a 
'PerlRequire' statement that runs webmux.pl.

When I look at the timestamps on the members of var/mason_data/obj, 
they're always mostly very current, even if RT hasn't been started in 
quite a while. And I do have $DevelMode set to '0' in RT_SiteConfig.pm.
But this doesn't mean too much, since presumably things are being
cached all the time.  That's why I'm asking the question here.

This is RT 3.6.3, but webmux.pl looks similar in earlier versions I'm 
running as well.

Thanks for clarifying all this.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From oakcluster at comcast.net  Thu May 10 23:26:08 2007
From: oakcluster at comcast.net (oakcluster)
Date: Thu, 10 May 2007 23:26:08 -0400
Subject: [rt-users] Tryin to disable automatic User creation
Message-ID: <4643E250.4040205@comcast.net>

I would like to disable the automatic creation of users that is done via 
email.
We use RT only for a very select group of people and try to keep it 
tightly controlled. The main reason for this is maintenance. We are not 
staffed to handle
the care and feeding of RT on a large scale and we are only evaluating 
it right now. Still people talk and so we are getting request from 
people that are not in our test groups. Since the groups are small it is 
not impractical to manually add and delete users at this point. So I 
just need a way to turn off that automatic user creation.

I read the RT_Siteconfig.pm and found the following:

   # If $SenderMustExistInExternalDatabase is true, RT will refuse to
   # create non-privileged accounts for unknown users if you are using
   # the "LookupSenderInExternalDatabase" option.
   # Instead, an error message will be mailed and RT will forward the
   # message to $RTOwner.
   #
   # If you are not using $LookupSenderInExternalDatabase, this option
   # has no effect.
   #
   # If you define an AutoRejectRequest template, RT will use this
   # template for the rejection message.

I created an AutoRejectRequest template

and set the following:

    Set($LookupSenderInExternalDatabase, 1);
    Set($SenderMustExistInExternalDatabase , 1);

However I received no rejection notices, just our standard ticket 
creation with username and password information in the email.

I checked the book, Wiki and google. I searched through all of the code 
under /opt/rt3 and found no references
to the variables above (except of course in the config file), leading me 
to believe that this functionality is not implemented.

If anyone knows of anyway to turn off the automatic user creation I 
would appreciate it.
Or if you have suggestion as to where I could implement the code to use 
these parameters, that would be helpful too.

Thank you.











From Sam.Howard at GMxTechnologies.com  Thu May 10 23:46:32 2007
From: Sam.Howard at GMxTechnologies.com (Samuel P. Howard)
Date: Thu, 10 May 2007 21:46:32 -0600
Subject: [rt-users] RT 3.6.1 - User's Username cannot be a number?
In-Reply-To: <4643E250.4040205@comcast.net>
References: <4643E250.4040205@comcast.net>
Message-ID: <4643E718.4020406@GMxTechnologies.com>

Hi.

I just stood up RT 3.6.1 (still running 3.4.x everywhere else) and 
decided to try to tie our customers into RT in a different way this 
time.  Each customer has a customer number that they are referenced by 
(i.e. not by "Joe's Auto Shop"), and even though the Postgres DB table 
for "users" says "name character varying(200) NOT NULL", it doesn't seem 
to take just a number for a username (i.e. "1000").

I'm guessing this must be in the RT code somewhere as some strange 
dependency, but I can't find a reference to it yet.

Is this a bug?  Or should it be?  I was able to add a user with the same 
user information and just perpending an "a" in front of "1000".  If I 
try to change the username to just "1000" after the fact, I get a better 
error of "Illegal value for Name" which is a bit more descriptive, but 
not exactly what I want.  :)

Any ideas?

Thanks,
Sam


From ruslan.zakirov at gmail.com  Fri May 11 00:06:57 2007
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Fri, 11 May 2007 08:06:57 +0400
Subject: [rt-users] RT 3.6.1 - User's Username cannot be a number?
In-Reply-To: <4643E718.4020406@GMxTechnologies.com>
References: <4643E250.4040205@comcast.net>
	<4643E718.4020406@GMxTechnologies.com>
Message-ID: <589c94400705102106i68b52acbt13883e0e26635600@mail.gmail.com>

FAQ

On 5/11/07, Samuel P. Howard <Sam.Howard at gmxtechnologies.com> wrote:
> Hi.
>
> I just stood up RT 3.6.1 (still running 3.4.x everywhere else) and
> decided to try to tie our customers into RT in a different way this
> time.  Each customer has a customer number that they are referenced by
> (i.e. not by "Joe's Auto Shop"), and even though the Postgres DB table
> for "users" says "name character varying(200) NOT NULL", it doesn't seem
> to take just a number for a username (i.e. "1000").
>
> I'm guessing this must be in the RT code somewhere as some strange
> dependency, but I can't find a reference to it yet.
>
> Is this a bug?  Or should it be?  I was able to add a user with the same
> user information and just perpending an "a" in front of "1000".  If I
> try to change the username to just "1000" after the fact, I get a better
> error of "Illegal value for Name" which is a bit more descriptive, but
> not exactly what I want.  :)
>
> Any ideas?
>
> Thanks,
> Sam
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.


From Sam.Howard at GMxTechnologies.com  Fri May 11 01:06:40 2007
From: Sam.Howard at GMxTechnologies.com (Samuel P. Howard)
Date: Thu, 10 May 2007 23:06:40 -0600
Subject: [rt-users] RT 3.6.1 - User's Username cannot be a number?
In-Reply-To: <589c94400705102106i68b52acbt13883e0e26635600@mail.gmail.com>
References: <4643E250.4040205@comcast.net>	
	<4643E718.4020406@GMxTechnologies.com>
	<589c94400705102106i68b52acbt13883e0e26635600@mail.gmail.com>
Message-ID: <4643F9E0.8030606@GMxTechnologies.com>

Thanks for the quick reply.

Too bad that was so hard to find via the Wiki (hint: "username number" 
doesn't find it) ... so, here's the answer:

-----

Q: Can RT handle usernames which contain only numbers?

A: No. Use alphabetic prefix instead, for eg 'u'.

-----

OK, ummm, why?

Without explanation, it sounds arbitrarily stupid.  I'm going to assume 
there's a good reason, or at least a historical one that would cause 
internal problems to change this, but the DB doesn't appear to be the 
limiter, so ... why?

Adding/removing a leading character is only going to be a huge pain in 
the ass.  Imagine trying to explain to every single customer that their 
customer id for every other part of their web portal is 1000, *except* 
for the ticket tracking system ... these are non-technical users that 
generally struggle to cut and paste a URL into a browser.

--Sam


Ruslan Zakirov wrote:
> FAQ


From j0ey at j0ey.de  Fri May 11 01:16:50 2007
From: j0ey at j0ey.de (joey)
Date: Fri, 11 May 2007 07:16:50 +0200
Subject: [rt-users] Default Templates/Scrips for ___Approvals needed
In-Reply-To: <4640191E.1000906@j0ey.de>
References: <4640191E.1000906@j0ey.de>
Message-ID: <4643FC42.5040706@j0ey.de>

noone? :/

joey wrote:
> Hey there,
> 
> Anyone mind to give me default templates/scrips from the ___Approvals-Queue?
> 
> 
> Thanks in advance,
> joey
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com



From pedro.santa at gmail.com  Fri May 11 05:59:58 2007
From: pedro.santa at gmail.com (Pedro Santa)
Date: Fri, 11 May 2007 10:59:58 +0100
Subject: [rt-users] RT message replies apear as an attach on Horde
Message-ID: <566b419c0705110259k75a3d355q5450e31b99293b08@mail.gmail.com>

Hi list!

My RT replies appear as an (text/html) attachment on Webmail Horde. I
want them to display right on the message. Does anyone knows how to do
that, or, in alternative, how to put RT sending plain text?

My RT is 3.4.1 and my Horde is 3.1.1.

Thankfully. The best regards.

Pedro Machado Santa


From idemjanenko at fotki.com  Fri May 11 05:54:03 2007
From: idemjanenko at fotki.com (Igor Demjanenko)
Date: Fri, 11 May 2007 12:54:03 +0300
Subject: [rt-users] problem with sessions
Message-ID: <46443D3B.80102@fotki.com>

Hi,

I have a problem with sessions in RT 3.6.3.

I installed apache2 with fastcgi and mysql 4.1. When logging to RT, it 
open the interface, but when I click on any link, it sends me back to 
login screen. After I login again, it redirects me to this link which 
was clicked before.

I checked the records in 'sessions' table in mysql database, it has some 
records, so the session is stored.

Any help would be appreciated.

br,
igor


From sturner at MIT.EDU  Fri May 11 09:40:28 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 11 May 2007 09:40:28 -0400
Subject: [rt-users] Seeking custom RT script development
In-Reply-To: <46432CE4.F8B4.0061.0@buffalo.k12.mn.us>
References: <46432CE4.F8B4.0061.0@buffalo.k12.mn.us>
Message-ID: <6.2.3.4.2.20070511093749.03ccd890@po14.mit.edu>

At Thursday 5/10/2007 03:32 PM, Tim Wilson wrote:
>Hi everyone,
>
>My organization has a need for some custom perl scripts that would 
>create RT tickets with some custom fields populated from a web form. 
>It seems like the RT CLI might be the way to go.
>
>My perl skills are rudimentary at best, so I'm wondering how I could 
>go about hiring someone else to develop the script for me. Is that 
>kind of thing OK to post on the list? Maybe we could use [RFP] or 
>[JOB] in the subject line to differentiate them. Do we need an RT 
>marketplace somewhere to this purpose?
>
>Jesse, other RT gurus, I'm open to suggestions.
>
>-Tim
>

Hello Tim,

Dirk Pape's ExtractCustomFieldValues contribution does exactly what 
you describe, without the need for any external scripts. See 
http://wiki.bestpractical.com/index.cgi?Contributions under ScripActions.

Let us know if you need any help configuring this.

Steve 



From falcone at bestpractical.com  Fri May 11 09:35:41 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Fri, 11 May 2007 09:35:41 -0400
Subject: [rt-users] Tryin to disable automatic User creation
In-Reply-To: <4643E250.4040205@comcast.net>
References: <4643E250.4040205@comcast.net>
Message-ID: <E912C5E5-DD6B-47AE-A040-160458335AD2@bestpractical.com>


On May 10, 2007, at 11:26 PM, oakcluster wrote:

> I would like to disable the automatic creation of users that is  
> done via email.
> We use RT only for a very select group of people and try to keep it  
> tightly controlled. The main reason for this is maintenance. We are  
> not staffed to handle
> the care and feeding of RT on a large scale and we are only  
> evaluating it right now. Still people talk and so we are getting  
> request from people that are not in our test groups. Since the  
> groups are small it is not impractical to manually add and delete  
> users at this point. So I just need a way to turn off that  
> automatic user creation.

Instead of granting the group Everyone the CreateTicket right, only  
grant Privileged the CreateTicket
right.  This will prevent incoming mail/tickets from creating new  
users and the mail will be rejected.

-kevin

>
> I read the RT_Siteconfig.pm and found the following:
>
>   # If $SenderMustExistInExternalDatabase is true, RT will refuse to
>   # create non-privileged accounts for unknown users if you are using
>   # the "LookupSenderInExternalDatabase" option.
>   # Instead, an error message will be mailed and RT will forward the
>   # message to $RTOwner.
>   #
>   # If you are not using $LookupSenderInExternalDatabase, this option
>   # has no effect.
>   #
>   # If you define an AutoRejectRequest template, RT will use this
>   # template for the rejection message.
>
> I created an AutoRejectRequest template
>
> and set the following:
>
>    Set($LookupSenderInExternalDatabase, 1);
>    Set($SenderMustExistInExternalDatabase , 1);
>
> However I received no rejection notices, just our standard ticket  
> creation with username and password information in the email.
>
> I checked the book, Wiki and google. I searched through all of the  
> code under /opt/rt3 and found no references
> to the variables above (except of course in the config file),  
> leading me to believe that this functionality is not implemented.
>
> If anyone knows of anyway to turn off the automatic user creation I  
> would appreciate it.
> Or if you have suggestion as to where I could implement the code to  
> use these parameters, that would be helpful too.
>
> Thank you.
>
>
>
>
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com



From luca.villani at staff.dada.net  Fri May 11 11:00:51 2007
From: luca.villani at staff.dada.net (Luca Villani)
Date: Fri, 11 May 2007 17:00:51 +0200
Subject: [rt-users] Still lots of Spam hitting RT after filtering via
	Procmail/Spamassasin/Rules Du Jour
In-Reply-To: <566b419c0705100803u187feb27v90abc34e4f22af70@mail.gmail.com>
References: <566b419c0705100803u187feb27v90abc34e4f22af70@mail.gmail.com>
Message-ID: <200705111700.52517.luca.villani@staff.dada.net>

Alle 17:03, gioved? 10 maggio 2007, Pedro Santa ha scritto:


> My RT instance still receives lots of SPAM even with procmail
> filtering, with Spamassasin updated with "rules du jour" script.

I think an MTA level configuration for using some block lists can help you.

Like this, for our postfix+postgrey mailservers:


smtpd_sender_restrictions =
        check_sender_access hash:/etc/postfix/sender_access_rejected,
        hash:/etc/postfix/access,
        permit_mynetworks,
        reject_invalid_hostname,
        reject_non_fqdn_sender,
        reject_non_fqdn_recipient,
        reject_non_fqdn_hostname,
        reject_invalid_hostname,
        reject_unknown_sender_domain,
        reject_unknown_recipient_domain,
        reject_unauth_pipelining,
        reject_unauth_destination,
        check_recipient_maps,
        reject_rbl_client relays.ordb.org,
        reject_rbl_client list.dsbl.org,
        reject_rbl_client sbl-xbl.spamhaus.org,
        reject_rbl_client combined.njabl.org,
        reject_rbl_client bl.spamcop.net,
        reject_rbl_client dnsbl.sorbs.net,
        check_policy_service inet:127.0.0.1:10030,
        permit_mx_backup



-- 
Luca Villani            Mobile Team, Dada S.p.A.
                        Tel: +39 055 2267220    Mob: +39 335 8753086
                        ICQ: 76272621           Skype: luca.villani
GPG key fingerprint: 7FC9 E2FE 0BEE 9DF8 1719  8761 1B79 82CC F0B5 B7CF


From jesse at bestpractical.com  Fri May 11 11:22:04 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 May 2007 11:22:04 -0400
Subject: [rt-users] RT message replies apear as an attach on Horde
In-Reply-To: <566b419c0705110259k75a3d355q5450e31b99293b08@mail.gmail.com>
References: <566b419c0705110259k75a3d355q5450e31b99293b08@mail.gmail.com>
Message-ID: <22B9F055-5D1D-4E2A-AD37-F3B93F3A313D@bestpractical.com>


On May 11, 2007, at 5:59 AM, Pedro Santa wrote:

> Hi list!
>
> My RT replies appear as an (text/html) attachment on Webmail Horde. I
> want them to display right on the message. Does anyone knows how to do
> that, or, in alternative, how to put RT sending plain text?
>
> My RT is 3.4.1 and my Horde is 3.1.1.

Fixed in a more recent RT. Search the list archives for '8bit' or '8- 
bit'

-jesse

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

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From jesse at bestpractical.com  Fri May 11 11:24:16 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 May 2007 11:24:16 -0400
Subject: [rt-users] Seeking custom RT script development
In-Reply-To: <6.2.3.4.2.20070511093749.03ccd890@po14.mit.edu>
References: <46432CE4.F8B4.0061.0@buffalo.k12.mn.us>
	<6.2.3.4.2.20070511093749.03ccd890@po14.mit.edu>
Message-ID: <9531AFC4-6200-48B5-97C2-C63DD61C4AE9@bestpractical.com>


On May 11, 2007, at 9:40 AM, Stephen Turner wrote:

> At Thursday 5/10/2007 03:32 PM, Tim Wilson wrote:
>> Hi everyone,
>>
>> My organization has a need for some custom perl scripts that would  
>> create RT tickets with some custom fields populated from a web  
>> form. It seems like the RT CLI might be the way to go.
>>
>> My perl skills are rudimentary at best, so I'm wondering how I  
>> could go about hiring someone else to develop the script for me.  
>> Is that kind of thing OK to post on the list? Maybe we could use  
>> [RFP] or [JOB] in the subject line to differentiate them. Do we  
>> need an RT marketplace somewhere to this purpose?
>>
>> Jesse, other RT gurus, I'm open to suggestions.
>>
>> -Tim
>>
>
> Hello Tim,
>
> Dirk Pape's ExtractCustomFieldValues contribution does exactly what  
> you describe, without the need for any external scripts. See http:// 
> wiki.bestpractical.com/index.cgi?Contributions under ScripActions.
>

And we've actually had occasion to package and extend Dirk's  
contribution:

http://search.cpan.org/~falcone/RT-Extension- 
ExtractCustomFieldValues-1.6/
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From rfh at pipex.net  Fri May 11 11:25:41 2007
From: rfh at pipex.net (Roy El-Hames)
Date: Fri, 11 May 2007 16:25:41 +0100
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <46448AF5.8010700@pipex.net>

In case you are still collecting .. some of my suggestions may already 
been stated so apology for duplicates;
1- group unprivileged users (so each member of that group can view the 
group tickets)
2- more reports built in, sla related,first response time/active ticket 
life (not stalled time etc), with business::hours module integrated.
3- performance:
    i- archive (resolved tickets can be pushed into an archive db and 
search able from query builder)
   ii- Content searching (maybe have an objectId field in the attachment 
table and thus avoiding the need to join Transactions)
  iii- Fork searching from a replicated db if replication is used
4- REST is good but everybody else work with  SOAP, so an integrated 
soap interface

Thanks;
Roy

Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what 
> would you want to see in the new product?
>
> Think big.
>
> Jesse
> ------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 May 11 11:28:30 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 May 2007 11:28:30 -0400
Subject: [rt-users] Question on clearing mason cache
In-Reply-To: <20070510152600.I6828@malcolm.berkeley.edu>
References: <20070510152600.I6828@malcolm.berkeley.edu>
Message-ID: <BC42889F-64F9-4C41-9528-60CD73472799@bestpractical.com>


On May 10, 2007, at 6:40 PM, Mike Friedman wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Am I misunderstanding something, or is it the case that, if RT is  
> running with mod_perl, the mason cache is automatically cleared on  
> each apache restart, assuming I'm not running with 'DevelMode' on?   
> That's what the code in webmux.pl seems to be doing.
>
> Over the years, I've seen many comments reminding someone to clear  
> the mason cache in addition to restarting RT, when making certain  
> kinds of changes.  But now I'm wondering about this, at least in a  
> mod_perl environment.
>

In a mod_perl environemnt, this _should_ be taken care of  
automatically. In a FastCGI environment, we can't do it this way or  
each new fastcgi that started would blow away the cache...right out  
from under the other processes.

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From bobg at uic.edu  Fri May 11 11:57:17 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Fri, 11 May 2007 10:57:17 -0500
Subject: [rt-users] RT 4 
In-Reply-To: Your message of "Fri, 11 May 2007 16:25:41 BST."
	<46448AF5.8010700@pipex.net> 
Message-ID: <200705111557.l4BFvHJd027358@remora.cc.uic.edu>

>In case you are still collecting .. some of my suggestions may already 
>been stated so apology for duplicates;
>1- group unprivileged users (so each member of that group can view the 
>group tickets)

This one puzzles me.  I think others have mentioned it, so
I want to comment.

In RT, "privileged" means "you are allowed to have privileges",
not that you have any specific ones.

If I have a consultant with various privileges, and I need
to turn off those privileges, I can revoke the "privilege" flag
easily, and the person can still create new tickets as
an unprivileged client.

If you allow unprivleged users to be put into groups,
and give those groups some sort of privilege, then what does
"unprivileged" mean?

What you need to do is make a group "consultants",
and put your consultants in that.  Then you can have
other groups for clients if you want.  They clients
would have to be privileged, but they would not have
consultant privileges.

  bobg


From jim at hepe.com  Fri May 11 12:38:00 2007
From: jim at hepe.com (Jim Nightshade)
Date: Fri, 11 May 2007 18:38:00 +0200
Subject: [rt-users] Updating custom field values *before* messages are sent
	to the watchers
Message-ID: <87sla3fh93.fsf@sebigbos.hepe.com>

I followed
http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate on
how to add the custom fields to the update page.  One problem I
encountered is that the custom fields are updated *after* the mail
messages have been sent to the watchers.  I'd like to get the updated
custom field values in the Resolved template.  Any idea how to solve
this problem?



From jesse at bestpractical.com  Fri May 11 13:09:00 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 May 2007 13:09:00 -0400
Subject: Posting jobs to rt-users (was Re: [rt-users] Seeking custom RT script
	development)
In-Reply-To: <46432CE4.F8B4.0061.0@buffalo.k12.mn.us>
References: <46432CE4.F8B4.0061.0@buffalo.k12.mn.us>
Message-ID: <08EEA17A-8FDC-45E7-92FB-4987FCB32F12@bestpractical.com>


On May 10, 2007, at 3:32 PM, Tim Wilson wrote:

> My perl skills are rudimentary at best, so I'm wondering how I  
> could go about hiring someone else to develop the script for me. Is  
> that kind of thing OK to post on the list? Maybe we could use [RFP]  
> or [JOB] in the subject line to differentiate them. Do we need an  
> RT marketplace somewhere to this purpose?

For the somewhat obvious reason we earn our living when folks send  
email to sales at bestpractical.com, I'm a little leery of setting up a  
public marketplace for RT-related consulting development projects.  
But I'm willing to give it a shot.

Here are the ground rules:

[JOB] goes at the beginning of any job/paid-project related post.

Money does not get discussed on the list.

The poster should clearly identify who the customer is.

If we see you trying to do something that would violate RT's license  
terms, we might smack you.

I reserve the right to update/change these rules as I see fit.


Seem reasonable?

Best,

Jesse
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From jbrodley at sumtotalsystems.com  Fri May 11 13:30:05 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Fri, 11 May 2007 10:30:05 -0700
Subject: [rt-users] problem with sessions
In-Reply-To: <46443D3B.80102@fotki.com>
References: <46443D3B.80102@fotki.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03E120EE@blv-exch1.sumtotalsystems.com>

I've had similar problems with our RT3.6.3 on Oracle 10g release, where sessions are stored correctly and the cookie is set but they still get kicked out of the system. 


Justin Brodley?
?


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Igor Demjanenko
Sent: Friday, May 11, 2007 2:54 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] problem with sessions

Hi,

I have a problem with sessions in RT 3.6.3.

I installed apache2 with fastcgi and mysql 4.1. When logging to RT, it 
open the interface, but when I click on any link, it sends me back to 
login screen. After I login again, it redirects me to this link which 
was clicked before.

I checked the records in 'sessions' table in mysql database, it has some 
records, so the session is stored.

Any help would be appreciated.

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

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


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


From Sam.Howard at GMxTechnologies.com  Fri May 11 14:05:09 2007
From: Sam.Howard at GMxTechnologies.com (Samuel P. Howard)
Date: Fri, 11 May 2007 12:05:09 -0600
Subject: [rt-users] RTFM Wiki Markup
Message-ID: <4644B055.5080102@GMxTechnologies.com>

Hi.

I found the RTFM page on the bestpractical wiki as well as the man page 
for Text::WikiFormat and the Kwiki page on the wiki ... none of which 
are helping me figure out the RTFM "Wiki" text area custom field.

I see 2 issues that I cannot figure out.

My first line of the text area is a H2 (== This is a header ==), and 
when I display the article, the H2 is preceded by a bullet point ... 
where is that coming from???

Next is trying to get an ordered list to work.

I've tried every combination of 0, 0., spaces before, spaces after the 0 
or 0. ... none of them create an ordered list.

4 spaces plus a "*" gives me a 2nd indent bullet list, but no-spaces + 
"*" + 1-space + text does *not* give me a bullet list.  All which makes 
me wonder even more about the bullet that shows up in front of the H2.

This is RTFM-2.2.0RC5 on top of RT 3.6.1 (Debian Etch release).

Thanks,
Sam


From chaim.rieger at gmail.com  Fri May 11 13:58:01 2007
From: chaim.rieger at gmail.com (chaim rieger)
Date: Fri, 11 May 2007 10:58:01 -0700
Subject: Posting jobs to rt-users (was Re: [rt-users] Seeking custom RT
	script	development)
In-Reply-To: <08EEA17A-8FDC-45E7-92FB-4987FCB32F12@bestpractical.com>
References: <46432CE4.F8B4.0061.0@buffalo.k12.mn.us>
	<08EEA17A-8FDC-45E7-92FB-4987FCB32F12@bestpractical.com>
Message-ID: <4644AEA9.1010103@gmail.com>

Jesse Vincent wrote:
>
> Here are the ground rules:
> [JOB] goes at the beginning of any job/paid-project related post.
> Money does not get discussed on the list.
> The poster should clearly identify who the customer is.
> If we see you trying to do something that would violate RT's license 
> terms, we might smack you.
> I reserve the right to update/change these rules as I see fit.
>
> Seem reasonable?
>
> Best,
> Jesse
fair enough

-- 
--
Chaim Rieger



From jmhanks1373 at hotmail.com  Fri May 11 15:22:34 2007
From: jmhanks1373 at hotmail.com (Jared Hanks)
Date: Fri, 11 May 2007 12:22:34 -0700
Subject: [rt-users] Setting RefersTo links
Message-ID: <BAY118-W1028756FC7D8D0D782AED0B1390@phx.gbl>

Hello,
 
I'm trying to set the RefersTo link to another ticket while creating it, but am not having any success.  
 
I have the following in Custom action cleanup code:
 
1;
my $AttachObj = $self->TransactionObj->Attachments->First;# go out if content is not text!unless( $AttachObj->ContentType =~ /^text/ ) {
     return 1;}
my $content = $AttachObj->Content;
if( $content =~ m/^\RefersTo:\E\s*(\S+)\s*$/m ) {
      $self->TicketObj->RefersTo( $1 );}
 
if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) {
      $self->TicketObj->SetStatus( $1 );}
 
I'm able to set the status but not the Refers to link.  Any help is appreciated.
Thanks,
Jared
_________________________________________________________________
Download Messenger. Start an i?m conversation. Support a cause. Join now.
http://im.live.com/messenger/im/home/?source=TAGWL_MAY07
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From KFCrocker at lbl.gov  Fri May 11 15:33:34 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 11 May 2007 12:33:34 -0700
Subject: [rt-users] RT Privileges
Message-ID: <4644C50E.2070603@lbl.gov>

To all,


	I have a privileges question. I have been working with the 
understanding that "ModifyTicket" would allow a user to modify any part 
of a ticket, including status and changing Queues, but not adding 
Comments or modifying Custom Fields. Those last two privileges seem to 
be reserved for other rights, "CommentOnTicket" & Group right 
"ModifyCustomField" respectively. If I give a user or group the 
"ModifyTicket" privilege in a Queue, they CANNOT modify a ticket custom 
field (in that Queue) unless that custom field has been applied to that 
Queue AND they are in a group that has the "ModifyCustomField" privilege 
for that custom field. They CANNOT add a comment to a ticket unless they 
have that right as well. Am I correct in all of these assumptions? Thanks.

Kenn
LBNL


From sturner at MIT.EDU  Fri May 11 15:42:06 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 11 May 2007 15:42:06 -0400
Subject: [rt-users] Setting RefersTo links
In-Reply-To: <BAY118-W1028756FC7D8D0D782AED0B1390@phx.gbl>
References: <BAY118-W1028756FC7D8D0D782AED0B1390@phx.gbl>
Message-ID: <6.2.3.4.2.20070511153124.037af0e0@po14.mit.edu>

At Friday 5/11/2007 03:22 PM, Jared Hanks wrote:
>Hello,
>
>I'm trying to set the RefersTo link to another ticket while creating 
>it, but am not having any success.
>
>I have the following in Custom action cleanup code:
>
>1;
>my $AttachObj = $self->TransactionObj->Attachments->First;
># go out if content is not text!
>unless( $AttachObj->ContentType =~ /^text/ ) {
>      return 1;
>}
>my $content = $AttachObj->Content;
>if( $content =~ m/^\RefersTo:\E\s*(\S+)\s*$/m ) {
>       $self->TicketObj->RefersTo( $1 );
>}
>
>if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) {
>       $self->TicketObj->SetStatus( $1 );
>}
>
>I'm able to set the status but not the Refers to link.  Any help is 
>appreciated.
>
>Thanks,
>Jared

Jared,

$self->TicketObj->RefersTo will return the link information for the 
ticket. To set links, you should use AddLink (see Ticket API).

Steve 



From Sal.Baytalskiy at AIG.com  Fri May 11 16:38:35 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Fri, 11 May 2007 16:38:35 -0400
Subject: [rt-users] Navigation in RT 3.6.3
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05755F90@xlivmbx34.aig.com>

Hello everyone!
I was wondering if it would be possible to NOT have the navigation menu
scroll with the ticket's history?
For either of the stylesheets (3.4 or 3.5) rigth now when you start
scrolling down the ticket's history, the navigation menu disappears.
And there are some pretty long tickets. So i think it would be nice to be
able to keep the menu on top (for the 3.5 CSS) or on the left (for the 3.4
CSS).
I'm not sure if this would require frames or JavaScript or whatever, but its
certainly something i would like to have.
Anyone thought of that? Maybe there are already implementations and i just
haven't seen one yet?
Thanks in advance,
Sal.
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From KFCrocker at lbl.gov  Fri May 11 19:17:32 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 11 May 2007 16:17:32 -0700
Subject: [rt-users] RT 3.6.1 - User's Username cannot be a number?
In-Reply-To: <4643F9E0.8030606@GMxTechnologies.com>
References: <4643E250.4040205@comcast.net>
	<4643E718.4020406@GMxTechnologies.com>
	<589c94400705102106i68b52acbt13883e0e26635600@mail.gmail.com>
	<4643F9E0.8030606@GMxTechnologies.com>
Message-ID: <4644F98C.8030709@lbl.gov>

Sam,

	For the last 35 years I have been in Computer systems design and as a 
DBA, I have never defined nor seen defined a name field as a number. I 
use numbers for ID fields, part numbers, etc. I don't think the decision 
was "arbitrarily stupid". Just a case of following Data Modeling 
standards that have been around for decades.

Kenn
LBNL

Samuel P. Howard wrote:
> Thanks for the quick reply.
> 
> Too bad that was so hard to find via the Wiki (hint: "username number" 
> doesn't find it) ... so, here's the answer:
> 
> -----
> 
> Q: Can RT handle usernames which contain only numbers?
> 
> A: No. Use alphabetic prefix instead, for eg 'u'.
> 
> -----
> 
> OK, ummm, why?
> 
> Without explanation, it sounds arbitrarily stupid.  I'm going to assume 
> there's a good reason, or at least a historical one that would cause 
> internal problems to change this, but the DB doesn't appear to be the 
> limiter, so ... why?
> 
> Adding/removing a leading character is only going to be a huge pain in 
> the ass.  Imagine trying to explain to every single customer that their 
> customer id for every other part of their web portal is 1000, *except* 
> for the ticket tracking system ... these are non-technical users that 
> generally struggle to cut and paste a URL into a browser.
> 
> --Sam
> 
> 
> Ruslan Zakirov wrote:
>> FAQ
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 May 11 19:52:53 2007
From: theillien at yahoo.com (Mathew)
Date: Fri, 11 May 2007 19:52:53 -0400
Subject: [rt-users] Custom Status/Ticket disappears: Take 3
In-Reply-To: <4642A7A1.60400@yahoo.com>
References: <462583D6.70301@yahoo.com>	<bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>
	<463C32E3.8090304@yahoo.com> <4642A7A1.60400@yahoo.com>
Message-ID: <464501D5.6000702@yahoo.com>

Can anyone answer this for me?

Mathew

Mathew Snyder wrote:
> I've looked through various files again.  Some new ones like Queue_Overlay.pm
> adding my custom status to @DEFAULT_ACTIVE_STATUS.  However, since it appears to
> be able to get the information somewhere else, the ActiveStatusArray method
> never gets to the point where it has to use the default.
> 
> I can't find where it is getting its information from so it will show up in "10
> Tickets I Own".  Any help will be appreciated.
> 
> Mathew
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
> Mathew Snyder wrote:
>> I've got the status showing up in QuickSearch and it displays the tickets
>> therein.  However, I can't seem to figure out how to adjust "10 Tickets I Own"
>> section.  The search for that only lists new, open or stalled tickets.  Where do
>> I adjust this query.  I've looked in several files under Elements/ but can't
>> find the file containing this query.
>>
>> Mathew
>>
>> Torsten Brumm wrote:
>>> Here is a simple example for quicksearch:
>>> <div class="ticket-overview">
>>> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>>>    titleright => loc("Edit"), titleright_href =>
>>> $RT::WebPath.'/Prefs/Quicksearch.html' &>
>>> <& /Elements/QueueSummary,
>>>    cache => 'quick_search_queues',
>>>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
>>> !exists $unwanted->{$_->Name} },
>>>    conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
>>>                    {cond => "Status = 'open'", name => loc ('open') },
>>>                    {cond => "Status = 'accepted'", name => loc
>>> ('accepted') },
>>>                    {cond => "Status = 'implement'", name => loc
>>> ('implemented') },
>>>                    {cond => "Status = 'approved'", name => loc
>>> ('approved') },
>>>                    {cond => "Status = 'stalled'", name => loc ('stalled') },
>>>                    {cond => "Status = 'pending'", name => loc
>>> ('pending') },
>>>                    {cond => "Status = 'authorized'", name => loc
>>> ('authorized') },
>>>                    {cond => "Status = 'resolved'", name => loc
>>> ('resolved') }] &>
>>> </&>
>>> </div>
>>> <%INIT>
>>> my $unwanted =
>>> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>>> </%INIT>
>>>
>>> i had to add my custom status to this file.
>>>
>>> For the rest like tickets i own and so on, its enough if you go to edit
>>> in this module and edit the search string.
>>>
>>> Torsten
>>>
>>> 2007/4/18, Mathew Snyder < theillien at yahoo.com
>>> <mailto:theillien at yahoo.com>>:
>>>
>>>     I used the method in the wiki for adding a custom active status to my
>>>     configuration (development box).  It shows up fine.  However, when I
>>>     select it,
>>>     ticket I've applied it to disappears from my list of owned
>>>     tickets.  How can I
>>>     adjust this to force the ticket to stay available the way stalled does?
>>>
>>>     Thanks
>>>     Mathew
>>>     _______________________________________________
>>>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>     Community help: http://wiki.bestpractical.com
>>>     Commercial support: sales at bestpractical.com
>>>     <mailto:sales at bestpractical.com>
>>>
>>>
>>>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>     Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>
>>>
>>> -- 
>>> MFG
>>>
>>> Torsten Brumm
>>>
>>> http://www.torsten-brumm.de <http://www.torsten-brumm.de>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 


From kellermg at potsdam.edu  Fri May 11 21:17:25 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Fri, 11 May 2007 21:17:25 -0400
Subject: [rt-users] RT 3.6.1 - User's Username cannot be a number?
In-Reply-To: <4643F9E0.8030606@GMxTechnologies.com>
References: <4643E250.4040205@comcast.net>
	<4643E718.4020406@GMxTechnologies.com>
	<589c94400705102106i68b52acbt13883e0e26635600@mail.gmail.com>
	<4643F9E0.8030606@GMxTechnologies.com>
Message-ID: <1178932645.23195.22.camel@mlap>

On Thu, 2007-05-10 at 23:06 -0600, Samuel P. Howard wrote:
> Adding/removing a leading character is only going to be a huge pain in 
> the ass.  Imagine trying to explain to every single customer that their 
> customer id for every other part of their web portal is 1000, *except* 
> for the ticket tracking system ... these are non-technical users that 
> generally struggle to cut and paste a URL into a browser.

Your customers should be happy that they will now be more than a number
to you. 

If you don't like it, change it. There are only a couple assumptions in
the code that have to change to accommodate it.

M





From jmhanks1373 at hotmail.com  Fri May 11 22:00:48 2007
From: jmhanks1373 at hotmail.com (Jared Hanks)
Date: Fri, 11 May 2007 19:00:48 -0700
Subject: [rt-users] Setting RefersTo links
Message-ID: <BAY118-W3645891B1C19F9C2E8388B1380@phx.gbl>

Thanks.  I was able to figure it out.  I used the following:
 
if( $content =~ m/^\QRefersTo:\E\s*(\S+)\s*$/m ) {      $self->TicketObj->AddLink(Type=> 'RefersTo', Target=> $1 );}



> Date: Fri, 11 May 2007 15:42:06 -0400> To: rt-users at lists.bestpractical.com> From: sturner at MIT.EDU> Subject: Re: [rt-users] Setting RefersTo links> > At Friday 5/11/2007 03:22 PM, Jared Hanks wrote:> >Hello,> >> >I'm trying to set the RefersTo link to another ticket while creating > >it, but am not having any success.> >> >I have the following in Custom action cleanup code:> >> >1;> >my $AttachObj = $self->TransactionObj->Attachments->First;> ># go out if content is not text!> >unless( $AttachObj->ContentType =~ /^text/ ) {> > return 1;> >}> >my $content = $AttachObj->Content;> >if( $content =~ m/^\RefersTo:\E\s*(\S+)\s*$/m ) {> > $self->TicketObj->RefersTo( $1 );> >}> >> >if( $content =~ m/^\QSet-Status:\E\s*(\S+)\s*$/m ) {> > $self->TicketObj->SetStatus( $1 );> >}> >> >I'm able to set the status but not the Refers to link. Any help is > >appreciated.> >> >Thanks,> >Jared> > Jared,> > $self->TicketObj->RefersTo will return the link information for the > ticket. To set links, you should use AddLink (see Ticket API).> > 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
_________________________________________________________________
See what you?re getting into?before you go there.
http://newlivehotmail.com/?ocid=TXT_TAGWL_migration_HM_viral_preview_0507
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From mikef at ack.berkeley.edu  Sat May 12 00:59:42 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Fri, 11 May 2007 21:59:42 -0700 (PDT)
Subject: [rt-users] Question on clearing mason cache
In-Reply-To: <BC42889F-64F9-4C41-9528-60CD73472799@bestpractical.com>
References: <20070510152600.I6828@malcolm.berkeley.edu>
	<BC42889F-64F9-4C41-9528-60CD73472799@bestpractical.com>
Message-ID: <20070511215245.K47594@malcolm.berkeley.edu>

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Hash: SHA1

On Fri, 11 May 2007 at 11:28 (-0400), Jesse Vincent wrote:

>> Am I misunderstanding something, or is it the case that, if RT is 
>> running with mod_perl, the mason cache is automatically cleared on each 
>> apache restart, assuming I'm not running with 'DevelMode' on?  That's 
>> what the code in webmux.pl seems to be doing.
>> 
>> Over the years, I've seen many comments reminding someone to clear the 
>> mason cache in addition to restarting RT, when making certain kinds of 
>> changes.  But now I'm wondering about this, at least in a mod_perl 
>> environment.
>> 
>
> In a mod_perl environment, this _should_ be taken care of automatically. 
> In a FastCGI environment, we can't do it this way or each new fastcgi 
> that started would blow away the cache...right out from under the other 
> processes.

Jesse,

Thanks for confirming this.  It's good to know I shouldn't ever have to 
clear the cache manually (where I'm using mod_perl).

I guess a lot of folks run with FastCGI, judging from the comments (here 
and in various places in the wiki) about manually clearing the cache. 
I've never seen such a comment qualified by "unless you're using 
mod_perl").

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From Sal.Baytalskiy at AIG.com  Sat May 12 15:17:24 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Sat, 12 May 2007 15:17:24 -0400
Subject: [rt-users] Problem with MySupportQueues in RT 3.6.3
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05756072@xlivmbx34.aig.com>

Has anyone else noticed that you can't roll up the MySupportQueues (the one
that displays 'Queues I'm an AdminCc for') in RT 3.6.3 ?
When you place that widget on the 'RT At a Glance' page and click the little
'X' to roll it up - it just makes a clicking sound and stays open...
Is there a quick fix for that?
 
Also, if anyone has installed the Timeline extension (
<http://simile.mit.edu/timeline/> http://simile.mit.edu/timeline
<http://simile.mit.edu/timeline/> /), i just noticed that the Timeline tab
actually replaces the Bulk Update tab. Is there a way to avoid that and just
have both? I've not been able to find the Tabs file for the Ticket menu...
 
Yesterday i've installed a second RT instance for DEV, to play around with
and try stuff before i promote it to the stable instance.
The database for this DEV instance went into the same MySQL instance. So i
now have TWO databases running in there: rt3 and rt3_dev.
While installing the second RT instance - it was complaining about the DB
being inaccessible (i'm guessing because of the 'root' pasword that was
setup by me last time i installed RT).
I'm not entirely sure what i did, but at some point the DB initialize for
the second instance finally went through.
When i bounced the apache instance though - i wasn't able to access the
first, good RT instance anymore...
I had to change the RTDBUser and RTDBPassword in the SiteConfig for the
first instance to get it to work again...weird...
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From Sal.Baytalskiy at AIG.com  Sat May 12 15:24:56 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Sat, 12 May 2007 15:24:56 -0400
Subject: [rt-users] RT 3.6.3 - running two instances on the same box
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05756073@xlivmbx34.aig.com>

Now that i have to instances of RT up - i have yet another question: when
installing extensions, sometimes, i can't get the install to point to the
second RT instance. I've tried doing the 'RTHOME=/path/to/second/instance
perl Makefile.PL' but some extensions still only point to the first one. How
do i work around that? Change the Makefile manually and then run the make?
Thanks in advance,
Sal.
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From GregH at stevensind.com  Sat May 12 16:03:12 2007
From: GregH at stevensind.com (Greg Harper)
Date: Sat, 12 May 2007 15:03:12 -0500
Subject: [rt-users] rtdb Attachments table size
Message-ID: <WorldClient-F200705121503.AA03120134@stevensind.com>

Hello everyone.  My first post to this 
list...

I've got RT 3.4.4 up and running on 
Ubuntu Dapper 6.06 with Apache2, FastCGI, Postfix and the MySQL 
backend.  The process seems to be running properly except the 
Attachments table in the RT mysql database is growing at a tremendous 
rate.  When totaling the individual sizes of the ticket attachments, 
the Attachments table size seems way out of scale.  At this point, the 
first thirty tickets have increased the table size to 30 MB.  I didn't 
make any changes to the RT database prior to the live implementation.  
Has anyone had this problem?  Any guidance is appreciated.

thanks - Greg
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From GregH at stevensind.com  Sat May 12 16:03:27 2007
From: GregH at stevensind.com (Greg Harper)
Date: Sat, 12 May 2007 15:03:27 -0500
Subject: [rt-users] Cleaning up incorrect ticket remnants
Message-ID: <WorldClient-F200705121503.AA03270135@stevensind.com>

Once a ticket has been moved to 'Deleted' status, 
is there a proper and efficient way to clean out the associated information
from any and all affected tables?

thanks - Greg
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From theillien at yahoo.com  Sun May 13 01:32:49 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sun, 13 May 2007 01:32:49 -0400
Subject: [rt-users] getting Custom Field Values for Users
In-Reply-To: <6.2.1.2.2.20070510083044.02cf97c0@mail.sdsu.edu>
References: <4642DDCC.2030709@yahoo.com>
	<6.2.1.2.2.20070510083044.02cf97c0@mail.sdsu.edu>
Message-ID: <4646A301.1050000@yahoo.com>

I've stepped through this with the debugger and have found that the $dept
variable isn't being populated.  I've also double checked that the custom field
has a value for each privileged user within RT so I know it shouldn't be blank
all the time.  I've also changed the '==' to 'eq' like it should be.

Any thoughts?

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


Gene LeDuc wrote:
> I'm not a guru, but the scrip logic looks right to me.  If it's not
> working, try replacing your $dept "==" equality checks with "eq" for
> strings.
> 
> At 01:54 AM 5/10/2007, Mathew Snyder wrote:
>> I'm trying to figure out how to get the value of a custom field for a
>> user.  My
>> script goes through transactions and adds time up for each privileged
>> user,
>> creates a HoHoH, manipulates the data and enters it into a file.  The
>> file is
>> then emailed to a few people.  However, I would like to be able to add
>> each user
>> to one of two hashes based on a user custom field, populate two files
>> based on
>> the hashes and then email each to the appropriate person.
>>
>> I don't know how to go about getting the custom field value for a
>> creator of a
>> transaction, though.  I'm guessing I would have load the user object
>> of the
>> creator and then use FirstCustomFieldValue on it, using the result of
>> that to
>> determine which hash to place the user in.
>>
>> Is this what it should look like?
>> <snip>
>> my $transactions = $ticket->Transactions;
>>         while (my $transaction  = $transactions->Next) {
>>                 next unless ($transaction->TimeTaken);
>>                 next unless $creator->Privileged;
>>                 my $creator     = $transaction->CreatorObj;
>>                 my $user        = new RT::User(RT::SystemUser);
>>                 $user->Load('$creator');
>>                 my $dept = $user->FirstCustomFieldValue('Department');
>>                 if ($dept == 'Engineering') {
>>                         $eng{$env}{$creator->Name} +=
>> $transaction->TimeTaken;
>>                 }elsif ($dept == 'Operations') {
>>                         $ops{$env}{$creator->Name} +=
>> $transaction->TimeTaken;
>>                 }else{
>>                         next;
>>                 }
>>         }
>> </snip>
>>
>> -- 
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 


From theillien at yahoo.com  Sun May 13 06:19:58 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Sun, 13 May 2007 06:19:58 -0400
Subject: [rt-users] Custom Status/Ticket disappears - Take 4
In-Reply-To: <463C32E3.8090304@yahoo.com>
References: <462583D6.70301@yahoo.com>	<bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>
	<463C32E3.8090304@yahoo.com>
Message-ID: <4646E64E.4030708@yahoo.com>

Anyone?

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


Mathew Snyder wrote:
> I've got the status showing up in QuickSearch and it displays the tickets
> therein.  However, I can't seem to figure out how to adjust "10 Tickets I Own"
> section.  The search for that only lists new, open or stalled tickets.  Where do
> I adjust this query.  I've looked in several files under Elements/ but can't
> find the file containing this query.
> 
> Mathew
> 
> Torsten Brumm wrote:
>> Here is a simple example for quicksearch:
>> <div class="ticket-overview">
>> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>>    titleright => loc("Edit"), titleright_href =>
>> $RT::WebPath.'/Prefs/Quicksearch.html' &>
>> <& /Elements/QueueSummary,
>>    cache => 'quick_search_queues',
>>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
>> !exists $unwanted->{$_->Name} },
>>    conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
>>                    {cond => "Status = 'open'", name => loc ('open') },
>>                    {cond => "Status = 'accepted'", name => loc
>> ('accepted') },
>>                    {cond => "Status = 'implement'", name => loc
>> ('implemented') },
>>                    {cond => "Status = 'approved'", name => loc
>> ('approved') },
>>                    {cond => "Status = 'stalled'", name => loc ('stalled') },
>>                    {cond => "Status = 'pending'", name => loc
>> ('pending') },
>>                    {cond => "Status = 'authorized'", name => loc
>> ('authorized') },
>>                    {cond => "Status = 'resolved'", name => loc
>> ('resolved') }] &>
>> </&>
>> </div>
>> <%INIT>
>> my $unwanted =
>> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>> </%INIT>
>>
>> i had to add my custom status to this file.
>>
>> For the rest like tickets i own and so on, its enough if you go to edit
>> in this module and edit the search string.
>>
>> Torsten
>>
>> 2007/4/18, Mathew Snyder < theillien at yahoo.com
>> <mailto:theillien at yahoo.com>>:
>>
>>     I used the method in the wiki for adding a custom active status to my
>>     configuration (development box).  It shows up fine.  However, when I
>>     select it,
>>     ticket I've applied it to disappears from my list of owned
>>     tickets.  How can I
>>     adjust this to force the ticket to stay available the way stalled does?
>>
>>     Thanks
>>     Mathew
>>     _______________________________________________
>>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>     Community help: http://wiki.bestpractical.com
>>     Commercial support: sales at bestpractical.com
>>     <mailto:sales at bestpractical.com>
>>
>>
>>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>     Buy a copy at http://rtbook.bestpractical.com
>>
>>
>>
>>
>> -- 
>> MFG
>>
>> Torsten Brumm
>>
>> http://www.torsten-brumm.de <http://www.torsten-brumm.de>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From theillien at yahoo.com  Sun May 13 08:11:27 2007
From: theillien at yahoo.com (Mathew)
Date: Sun, 13 May 2007 08:11:27 -0400
Subject: [rt-users] getting Custom Field Values for Users
In-Reply-To: <4646A301.1050000@yahoo.com>
References: <4642DDCC.2030709@yahoo.com>	<6.2.1.2.2.20070510083044.02cf97c0@mail.sdsu.edu>
	<4646A301.1050000@yahoo.com>
Message-ID: <4647006F.8090204@yahoo.com>

Nevermind, I figured out that I wasn't using the Name method on my
$creator object.  Also, I needed to take the quotes from around
$creator-Name on the line containing $user->Load('$creator');

It is now $user->Load($creator->Name); which works exactly as I'd hoped.

Mathew Snyder wrote:
> I've stepped through this with the debugger and have found that the $dept
> variable isn't being populated.  I've also double checked that the custom field
> has a value for each privileged user within RT so I know it shouldn't be blank
> all the time.  I've also changed the '==' to 'eq' like it should be.
> 
> Any thoughts?
> 
> Mathew
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
> Gene LeDuc wrote:
>> I'm not a guru, but the scrip logic looks right to me.  If it's not
>> working, try replacing your $dept "==" equality checks with "eq" for
>> strings.
>>
>> At 01:54 AM 5/10/2007, Mathew Snyder wrote:
>>> I'm trying to figure out how to get the value of a custom field for a
>>> user.  My
>>> script goes through transactions and adds time up for each privileged
>>> user,
>>> creates a HoHoH, manipulates the data and enters it into a file.  The
>>> file is
>>> then emailed to a few people.  However, I would like to be able to add
>>> each user
>>> to one of two hashes based on a user custom field, populate two files
>>> based on
>>> the hashes and then email each to the appropriate person.
>>>
>>> I don't know how to go about getting the custom field value for a
>>> creator of a
>>> transaction, though.  I'm guessing I would have load the user object
>>> of the
>>> creator and then use FirstCustomFieldValue on it, using the result of
>>> that to
>>> determine which hash to place the user in.
>>>
>>> Is this what it should look like?
>>> <snip>
>>> my $transactions = $ticket->Transactions;
>>>         while (my $transaction  = $transactions->Next) {
>>>                 next unless ($transaction->TimeTaken);
>>>                 next unless $creator->Privileged;
>>>                 my $creator     = $transaction->CreatorObj;
>>>                 my $user        = new RT::User(RT::SystemUser);
>>>                 $user->Load('$creator');
>>>                 my $dept = $user->FirstCustomFieldValue('Department');
>>>                 if ($dept == 'Engineering') {
>>>                         $eng{$env}{$creator->Name} +=
>>> $transaction->TimeTaken;
>>>                 }elsif ($dept == 'Operations') {
>>>                         $ops{$env}{$creator->Name} +=
>>> $transaction->TimeTaken;
>>>                 }else{
>>>                         next;
>>>                 }
>>>         }
>>> </snip>
>>>
>>> -- 
>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 


From oakcluster at comcast.net  Sun May 13 22:54:35 2007
From: oakcluster at comcast.net (oakcluster)
Date: Sun, 13 May 2007 22:54:35 -0400
Subject: [rt-users] Tryin to disable automatic User creation
In-Reply-To: <E912C5E5-DD6B-47AE-A040-160458335AD2@bestpractical.com>
References: <4643E250.4040205@comcast.net>
	<E912C5E5-DD6B-47AE-A040-160458335AD2@bestpractical.com>
Message-ID: <4647CF6B.1060001@comcast.net>

Kevin,
Thank you for the prompt reply.
Your suggestion was great and although I need to modify a few more 
things then just CreateTicket, the CreateTicket rights was the key to 
the solution.


Kevin Falcone wrote:
>
> On May 10, 2007, at 11:26 PM, oakcluster wrote:
>
>> I would like to disable the automatic creation of users that is done 
>> via email.
>> We use RT only for a very select group of people and try to keep it 
>> tightly controlled. The main reason for this is maintenance. We are 
>> not staffed to handle
>> the care and feeding of RT on a large scale and we are only 
>> evaluating it right now. Still people talk and so we are getting 
>> request from people that are not in our test groups. Since the groups 
>> are small it is not impractical to manually add and delete users at 
>> this point. So I just need a way to turn off that automatic user 
>> creation.
>
> Instead of granting the group Everyone the CreateTicket right, only 
> grant Privileged the CreateTicket
> right. This will prevent incoming mail/tickets from creating new users 
> and the mail will be rejected.
>
> -kevin
>
>>
>> I read the RT_Siteconfig.pm and found the following:
>>
>> # If $SenderMustExistInExternalDatabase is true, RT will refuse to
>> # create non-privileged accounts for unknown users if you are using
>> # the "LookupSenderInExternalDatabase" option.
>> # Instead, an error message will be mailed and RT will forward the
>> # message to $RTOwner.
>> #
>> # If you are not using $LookupSenderInExternalDatabase, this option
>> # has no effect.
>> #
>> # If you define an AutoRejectRequest template, RT will use this
>> # template for the rejection message.
>>
>> I created an AutoRejectRequest template
>>
>> and set the following:
>>
>> Set($LookupSenderInExternalDatabase, 1);
>> Set($SenderMustExistInExternalDatabase , 1);
>>
>> However I received no rejection notices, just our standard ticket 
>> creation with username and password information in the email.
>>
>> I checked the book, Wiki and google. I searched through all of the 
>> code under /opt/rt3 and found no references
>> to the variables above (except of course in the config file), leading 
>> me to believe that this functionality is not implemented.
>>
>> If anyone knows of anyway to turn off the automatic user creation I 
>> would appreciate it.
>> Or if you have suggestion as to where I could implement the code to 
>> use these parameters, that would be helpful too.
>>
>> Thank you.
>>
>>
>>
>>
>>
>>
>>
>>
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly 
> Media.Buy a copy at http://rtbook.bestpractical.com
>



From taan at cryologic.com  Sun May 13 23:55:46 2007
From: taan at cryologic.com (Taan Lindemans)
Date: Mon, 14 May 2007 13:55:46 +1000
Subject: [rt-users] Reminders in a dedicated queue.
Message-ID: <4647DDC2.9040507@cryologic.com>

I was wondering if this was the best way to do things:

I have one queue where a group of users are notified on all new, 
modified or resolved tickets. However I don't want them notified on new 
or resolved reminders (which are placed in the same queue). I modified 
Reminders.pm and made sure all reminders are created in a new 
"Reminders" queue which has no scrips enabled. This works but I have the 
feeling there should be a better way?

Any suggestions?
Taan


From idemjanenko at fotki.com  Mon May 14 02:26:53 2007
From: idemjanenko at fotki.com (Igor Demjanenko)
Date: Mon, 14 May 2007 09:26:53 +0300
Subject: [rt-users] problem with sessions
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03E120EE@blv-exch1.sumtotalsystems.com>
References: <46443D3B.80102@fotki.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03E120EE@blv-exch1.sumtotalsystems.com>
Message-ID: <4648012D.4090701@fotki.com>

Have you managed to fix the problem ?

Justin Brodley wrote:
> I've had similar problems with our RT3.6.3 on Oracle 10g release, where sessions are stored correctly and the cookie is set but they still get kicked out of the system. 
>
>
> Justin Brodley 
>  
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Igor Demjanenko
> Sent: Friday, May 11, 2007 2:54 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] problem with sessions
>
> Hi,
>
> I have a problem with sessions in RT 3.6.3.
>
> I installed apache2 with fastcgi and mysql 4.1. When logging to RT, it 
> open the interface, but when I click on any link, it sends me back to 
> login screen. After I login again, it redirects me to this link which 
> was clicked before.
>
> I checked the records in 'sessions' table in mysql database, it has some 
> records, so the session is stored.
>
> Any help would be appreciated.
>
> br,
> igor
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   

-- 
Igor Demjanenko

system administrator
Fotki Inc OY
Pae 21, Tallinn, Estonia
+372-666-1770 ext. 116 | idemjanenko at fotki.com
http://www.fotki.com 



From theillien at yahoo.com  Mon May 14 06:01:08 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Mon, 14 May 2007 06:01:08 -0400
Subject: [rt-users] add timestamp to Header
Message-ID: <46483364.1030502@yahoo.com>

My supervisor requested that I add a timestamp to the header so that everytime
the page refreshes, the current time shows.  I don't know why he wants it but
I'll abide.  Anyone do this before?  I assume I'd just have to use the time()
function and format it the way I need it but if someone has already done it and
can provide the code that would make things a lot simpler.

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


From doogles at doogles.com  Mon May 14 08:57:39 2007
From: doogles at doogles.com (Jason A. Diegmueller)
Date: Mon, 14 May 2007 08:57:39 -0400 (EDT)
Subject: [rt-users] Reminders in a dedicated queue.
In-Reply-To: <4647DDC2.9040507@cryologic.com>
References: <4647DDC2.9040507@cryologic.com>
Message-ID: <20070514085614.W54354@spaceball1.doogles.com>

On Mon, 14 May 2007, Taan Lindemans wrote:

> I was wondering if this was the best way to do things:
>
> I have one queue where a group of users are notified on all new, modified or 
> resolved tickets. However I don't want them notified on new or resolved 
> reminders (which are placed in the same queue). I modified Reminders.pm and 
> made sure all reminders are created in a new "Reminders" queue which has no 
> scrips enabled. This works but I have the feeling there should be a better 
> way?

I don't use Reminders in my RT instance, but what about modifying your 
scrips to only fire if the ticket Type='ticket'.  This would preclude 
including tickets of type='reminder'.

-jd


From theillien at yahoo.com  Mon May 14 09:14:38 2007
From: theillien at yahoo.com (Mathew)
Date: Mon, 14 May 2007 09:14:38 -0400
Subject: [rt-users] Custom Status/Ticket disappears - Take 4
In-Reply-To: <46486073.9000901@ucrwcu.rwc.uc.edu>
References: <462583D6.70301@yahoo.com>	<bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>	<463C32E3.8090304@yahoo.com>
	<4646E64E.4030708@yahoo.com> <46486073.9000901@ucrwcu.rwc.uc.edu>
Message-ID: <464860BE.80606@yahoo.com>

I've looked at that.  All it says is that it was deprecated and points
to ShowSearch

Drew Barnes wrote:
> Elements/MyTickets perhaps?
> 
> Mathew Snyder wrote:
>> Anyone?
>>
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>
>>
>> Mathew Snyder wrote:
>>   
>>> I've got the status showing up in QuickSearch and it displays the tickets
>>> therein.  However, I can't seem to figure out how to adjust "10 Tickets I Own"
>>> section.  The search for that only lists new, open or stalled tickets.  Where do
>>> I adjust this query.  I've looked in several files under Elements/ but can't
>>> find the file containing this query.
>>>
>>> Mathew
>>>
>>> Torsten Brumm wrote:
>>>     
>>>> Here is a simple example for quicksearch:
>>>> <div class="ticket-overview">
>>>> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>>>>    titleright => loc("Edit"), titleright_href =>
>>>> $RT::WebPath.'/Prefs/Quicksearch.html' &>
>>>> <& /Elements/QueueSummary,
>>>>    cache => 'quick_search_queues',
>>>>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
>>>> !exists $unwanted->{$_->Name} },
>>>>    conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
>>>>                    {cond => "Status = 'open'", name => loc ('open') },
>>>>                    {cond => "Status = 'accepted'", name => loc
>>>> ('accepted') },
>>>>                    {cond => "Status = 'implement'", name => loc
>>>> ('implemented') },
>>>>                    {cond => "Status = 'approved'", name => loc
>>>> ('approved') },
>>>>                    {cond => "Status = 'stalled'", name => loc ('stalled') },
>>>>                    {cond => "Status = 'pending'", name => loc
>>>> ('pending') },
>>>>                    {cond => "Status = 'authorized'", name => loc
>>>> ('authorized') },
>>>>                    {cond => "Status = 'resolved'", name => loc
>>>> ('resolved') }] &>
>>>> </&>
>>>> </div>
>>>> <%INIT>
>>>> my $unwanted =
>>>> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>>>> </%INIT>
>>>>
>>>> i had to add my custom status to this file.
>>>>
>>>> For the rest like tickets i own and so on, its enough if you go to edit
>>>> in this module and edit the search string.
>>>>
>>>> Torsten
>>>>
>>>> 2007/4/18, Mathew Snyder < theillien at yahoo.com
>>>> <mailto:theillien at yahoo.com>>:
>>>>
>>>>     I used the method in the wiki for adding a custom active status to my
>>>>     configuration (development box).  It shows up fine.  However, when I
>>>>     select it,
>>>>     ticket I've applied it to disappears from my list of owned
>>>>     tickets.  How can I
>>>>     adjust this to force the ticket to stay available the way stalled does?
>>>>
>>>>     Thanks
>>>>     Mathew
>>>>     _______________________________________________
>>>>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>>     Community help: http://wiki.bestpractical.com
>>>>     Commercial support: sales at bestpractical.com
>>>>     <mailto:sales at bestpractical.com>
>>>>
>>>>
>>>>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>     Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>
>>>>
>>>>
>>>> -- 
>>>> MFG
>>>>
>>>> Torsten Brumm
>>>>
>>>> http://www.torsten-brumm.de <http://www.torsten-brumm.de>
>>>>       
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>     
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>   
> 


From barnesaw at ucrwcu.rwc.uc.edu  Mon May 14 09:13:23 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 14 May 2007 09:13:23 -0400
Subject: [rt-users] Custom Status/Ticket disappears - Take 4
In-Reply-To: <4646E64E.4030708@yahoo.com>
References: <462583D6.70301@yahoo.com>	<bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>	<463C32E3.8090304@yahoo.com>
	<4646E64E.4030708@yahoo.com>
Message-ID: <46486073.9000901@ucrwcu.rwc.uc.edu>

Elements/MyTickets perhaps?

Mathew Snyder wrote:
> Anyone?
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Mathew Snyder wrote:
>   
>> I've got the status showing up in QuickSearch and it displays the tickets
>> therein.  However, I can't seem to figure out how to adjust "10 Tickets I Own"
>> section.  The search for that only lists new, open or stalled tickets.  Where do
>> I adjust this query.  I've looked in several files under Elements/ but can't
>> find the file containing this query.
>>
>> Mathew
>>
>> Torsten Brumm wrote:
>>     
>>> Here is a simple example for quicksearch:
>>> <div class="ticket-overview">
>>> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>>>    titleright => loc("Edit"), titleright_href =>
>>> $RT::WebPath.'/Prefs/Quicksearch.html' &>
>>> <& /Elements/QueueSummary,
>>>    cache => 'quick_search_queues',
>>>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
>>> !exists $unwanted->{$_->Name} },
>>>    conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
>>>                    {cond => "Status = 'open'", name => loc ('open') },
>>>                    {cond => "Status = 'accepted'", name => loc
>>> ('accepted') },
>>>                    {cond => "Status = 'implement'", name => loc
>>> ('implemented') },
>>>                    {cond => "Status = 'approved'", name => loc
>>> ('approved') },
>>>                    {cond => "Status = 'stalled'", name => loc ('stalled') },
>>>                    {cond => "Status = 'pending'", name => loc
>>> ('pending') },
>>>                    {cond => "Status = 'authorized'", name => loc
>>> ('authorized') },
>>>                    {cond => "Status = 'resolved'", name => loc
>>> ('resolved') }] &>
>>> </&>
>>> </div>
>>> <%INIT>
>>> my $unwanted =
>>> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>>> </%INIT>
>>>
>>> i had to add my custom status to this file.
>>>
>>> For the rest like tickets i own and so on, its enough if you go to edit
>>> in this module and edit the search string.
>>>
>>> Torsten
>>>
>>> 2007/4/18, Mathew Snyder < theillien at yahoo.com
>>> <mailto:theillien at yahoo.com>>:
>>>
>>>     I used the method in the wiki for adding a custom active status to my
>>>     configuration (development box).  It shows up fine.  However, when I
>>>     select it,
>>>     ticket I've applied it to disappears from my list of owned
>>>     tickets.  How can I
>>>     adjust this to force the ticket to stay available the way stalled does?
>>>
>>>     Thanks
>>>     Mathew
>>>     _______________________________________________
>>>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>>     Community help: http://wiki.bestpractical.com
>>>     Commercial support: sales at bestpractical.com
>>>     <mailto:sales at bestpractical.com>
>>>
>>>
>>>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>     Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>
>>>
>>> -- 
>>> MFG
>>>
>>> Torsten Brumm
>>>
>>> http://www.torsten-brumm.de <http://www.torsten-brumm.de>
>>>       
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>     
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   

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



From barnesaw at ucrwcu.rwc.uc.edu  Mon May 14 09:16:02 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 14 May 2007 09:16:02 -0400
Subject: [rt-users] Custom Status/Ticket disappears - Take 4
In-Reply-To: <464860BE.80606@yahoo.com>
References: <462583D6.70301@yahoo.com>	<bdbd084b0704172101j6e3d5ae1nee5293ce68dfdfc5@mail.gmail.com>	<463C32E3.8090304@yahoo.com>
	<4646E64E.4030708@yahoo.com>
	<46486073.9000901@ucrwcu.rwc.uc.edu> <464860BE.80606@yahoo.com>
Message-ID: <46486112.8080509@ucrwcu.rwc.uc.edu>

I guess I need to upgrade if I'm going to try to answer questions. :)

Mathew wrote:
> I've looked at that.  All it says is that it was deprecated and points
> to ShowSearch
>
> Drew Barnes wrote:
>   
>> Elements/MyTickets perhaps?
>>
>> Mathew Snyder wrote:
>>     
>>> Anyone?
>>>
>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>>
>>>
>>> Mathew Snyder wrote:
>>>   
>>>       
>>>> I've got the status showing up in QuickSearch and it displays the tickets
>>>> therein.  However, I can't seem to figure out how to adjust "10 Tickets I Own"
>>>> section.  The search for that only lists new, open or stalled tickets.  Where do
>>>> I adjust this query.  I've looked in several files under Elements/ but can't
>>>> find the file containing this query.
>>>>
>>>> Mathew
>>>>
>>>> Torsten Brumm wrote:
>>>>     
>>>>         
>>>>> Here is a simple example for quicksearch:
>>>>> <div class="ticket-overview">
>>>>> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>>>>>    titleright => loc("Edit"), titleright_href =>
>>>>> $RT::WebPath.'/Prefs/Quicksearch.html' &>
>>>>> <& /Elements/QueueSummary,
>>>>>    cache => 'quick_search_queues',
>>>>>    queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
>>>>> !exists $unwanted->{$_->Name} },
>>>>>    conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
>>>>>                    {cond => "Status = 'open'", name => loc ('open') },
>>>>>                    {cond => "Status = 'accepted'", name => loc
>>>>> ('accepted') },
>>>>>                    {cond => "Status = 'implement'", name => loc
>>>>> ('implemented') },
>>>>>                    {cond => "Status = 'approved'", name => loc
>>>>> ('approved') },
>>>>>                    {cond => "Status = 'stalled'", name => loc ('stalled') },
>>>>>                    {cond => "Status = 'pending'", name => loc
>>>>> ('pending') },
>>>>>                    {cond => "Status = 'authorized'", name => loc
>>>>> ('authorized') },
>>>>>                    {cond => "Status = 'resolved'", name => loc
>>>>> ('resolved') }] &>
>>>>> </&>
>>>>> </div>
>>>>> <%INIT>
>>>>> my $unwanted =
>>>>> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>>>>> </%INIT>
>>>>>
>>>>> i had to add my custom status to this file.
>>>>>
>>>>> For the rest like tickets i own and so on, its enough if you go to edit
>>>>> in this module and edit the search string.
>>>>>
>>>>> Torsten
>>>>>
>>>>> 2007/4/18, Mathew Snyder < theillien at yahoo.com
>>>>> <mailto:theillien at yahoo.com>>:
>>>>>
>>>>>     I used the method in the wiki for adding a custom active status to my
>>>>>     configuration (development box).  It shows up fine.  However, when I
>>>>>     select it,
>>>>>     ticket I've applied it to disappears from my list of owned
>>>>>     tickets.  How can I
>>>>>     adjust this to force the ticket to stay available the way stalled does?
>>>>>
>>>>>     Thanks
>>>>>     Mathew
>>>>>     _______________________________________________
>>>>>     http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>>     Community help: http://wiki.bestpractical.com
>>>>>     Commercial support: sales at bestpractical.com
>>>>>     <mailto:sales at bestpractical.com>
>>>>>
>>>>>
>>>>>     Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>>     Buy a copy at http://rtbook.bestpractical.com
>>>>>
>>>>>
>>>>>
>>>>>
>>>>> -- 
>>>>> MFG
>>>>>
>>>>> Torsten Brumm
>>>>>
>>>>> http://www.torsten-brumm.de <http://www.torsten-brumm.de>
>>>>>       
>>>>>           
>>>> _______________________________________________
>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>> Community help: http://wiki.bestpractical.com
>>>> Commercial support: sales at bestpractical.com
>>>>
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>     
>>>>         
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>>   
>>>       

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



From jbrodley at sumtotalsystems.com  Mon May 14 10:28:45 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Mon, 14 May 2007 07:28:45 -0700
Subject: [rt-users] problem with sessions
In-Reply-To: <4648012D.4090701@fotki.com>
References: <46443D3B.80102@fotki.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03E120EE@blv-exch1.sumtotalsystems.com>
	<4648012D.4090701@fotki.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03E126B2@blv-exch1.sumtotalsystems.com>

No I have not resolved this yet. 

-----Original Message-----
From: Igor Demjanenko [mailto:idemjanenko at fotki.com] 
Sent: Sunday, May 13, 2007 11:27 PM
To: Justin Brodley
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] problem with sessions

Have you managed to fix the problem ?

Justin Brodley wrote:
> I've had similar problems with our RT3.6.3 on Oracle 10g release, where sessions are stored correctly and the cookie is set but they still get kicked out of the system. 
>
>
> Justin Brodley 
>  
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Igor Demjanenko
> Sent: Friday, May 11, 2007 2:54 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] problem with sessions
>
> Hi,
>
> I have a problem with sessions in RT 3.6.3.
>
> I installed apache2 with fastcgi and mysql 4.1. When logging to RT, it 
> open the interface, but when I click on any link, it sends me back to 
> login screen. After I login again, it redirects me to this link which 
> was clicked before.
>
> I checked the records in 'sessions' table in mysql database, it has some 
> records, so the session is stored.
>
> Any help would be appreciated.
>
> br,
> igor
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   

-- 
Igor Demjanenko

system administrator
Fotki Inc OY
Pae 21, Tallinn, Estonia
+372-666-1770 ext. 116 | idemjanenko at fotki.com
http://www.fotki.com 



From JStark at sumtotalsystems.com  Mon May 14 11:21:36 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Mon, 14 May 2007 08:21:36 -0700
Subject: [rt-users] RT-CRONTool Tasks
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03539601@mtn-exch1.sumtotalsystems.com>

Hello,
 
I am new to Perl and RT...so this may seem like an obvious question.  I
created a new script, much like the "EscalatePriority" scritp and I put
it in the same directory, but when I try to call it from RT-CronTool I
get the following error:
 
Failed to load module RT::Action::ResolveInReview. () at
/opt/rt3/bin/rt-crontool line 206.

Can someone provide a quick list of the steps needed to get a script to
work with the rt-crontool, I looked on the lists and wiki, but wasn't
able to find anything.
 
Thanks,
 
 
Jeff Stark    

 
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From racke at linuxia.de  Mon May 14 11:20:30 2007
From: racke at linuxia.de (Stefan Hornburg)
Date: Mon, 14 May 2007 17:20:30 +0200
Subject: [rt-users] Public Interface
Message-ID: <46487E3E.2070803@linuxia.de>

I recently start to use RT for tracking bugs and issues in projects for 
my customers. Now I would like to extend this to open source software,
where everyone should be able to view and comment on tickets.

Questions:

1. How can I setup a "guest" account for unauthorized users like on 
rt.cpan.org ?

2. How can I instruct RT to add a comment to ticket #12345 from an email 
to 12345 at support.linuxia.de with arbritrary subject ?

Regards
	Racke



-- 
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team



From tcarcelen at gmail.com  Mon May 14 12:00:21 2007
From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=)
Date: Mon, 14 May 2007 18:00:21 +0200
Subject: [rt-users] RT applications
Message-ID: <7123c5c40705140900n68d13728t9a05ed0f338e2673@mail.gmail.com>

Hi all!

Can anyone tell me some examples where RT can be applied for ?

1. project management

 2. help desk,

 3. NOC ticketing. Basically, this is what it is made for.

 4. CRM and software development

Thanks in advance

Best Regards
Teresa
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From mgilstrap at rw3.com  Mon May 14 12:34:29 2007
From: mgilstrap at rw3.com (Matt Gilstrap)
Date: Mon, 14 May 2007 09:34:29 -0700
Subject: [rt-users] Labeled Priorities for RT 3.6.3
Message-ID: <F2669D833151474382A815230162EF35ABC50E@EXVBE014-13.exch014.msoutlookonline.net>

Has anyone else run into some problems with the patch for labeled
priorities for RT 3.6.3?  I am running on Slackware 11.0.0 with Perl
5.8.8 and Apache 1.3.37.  The patch ran successfully but the only
visible change that I see is that the Priority are now showing in colors
but not labels.  If anyone has run into this and knows the fix or knows
where to begin investigating please let me know.

 

Thanks to all in advance,

Matt

 

 

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From jesse at bestpractical.com  Mon May 14 12:50:09 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 May 2007 12:50:09 -0400
Subject: [rt-users] Public Interface
In-Reply-To: <46487E3E.2070803@linuxia.de>
References: <46487E3E.2070803@linuxia.de>
Message-ID: <D8718FE1-466E-49C8-A12C-CE323A1370AE@bestpractical.com>


On May 14, 2007, at 11:20 AM, Stefan Hornburg wrote:

> I recently start to use RT for tracking bugs and issues in projects  
> for my customers. Now I would like to extend this to open source  
> software,
> where everyone should be able to view and comment on tickets.
>
> Questions:
>
> 1. How can I setup a "guest" account for unauthorized users like on  
> rt.cpan.org ?


Have a look at these distributions in the RT svn repository.

	RT-BugTracker/
	RT-BugTracker-Public/




> 2. How can I instruct RT to add a comment to ticket #12345 from an  
> email to 12345 at support.linuxia.de with arbritrary subject ?
>

have a look at rt-mailgate --help

Look for the --extension flag



> Regards
> 	Racke
>
>
>
> -- 
> LinuXia Systems => http://www.linuxia.de/
> Expert Interchange Consulting and System Administration
> ICDEVGROUP => http://www.icdevgroup.org/
> Interchange Development Team
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From kellermg at potsdam.edu  Mon May 14 13:14:22 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Mon, 14 May 2007 13:14:22 -0400
Subject: [rt-users] RT applications
In-Reply-To: <7123c5c40705140900n68d13728t9a05ed0f338e2673@mail.gmail.com>
References: <7123c5c40705140900n68d13728t9a05ed0f338e2673@mail.gmail.com>
Message-ID: <1179162862.9756.24.camel@mlap>

On Mon, 2007-05-14 at 18:00 +0200, Teresa Carcel?n Fern?ndez wrote:
> Can anyone tell me some examples where RT can be applied for ?
>  
> 1. project management 

We use RT extensively for project management. Parent/child and
dependency functionality makes this very nice. Also, when using
extensions like TimeLine, you can make snazzy Ganttesque charts.

>  2. help desk, 

Our Helpdesk has migrated to use RT exclusively for trouble tickets, and
escalation of issues outside of the Helpdesk.

>  3. NOC ticketing. Basically, this is what it is made for. 

I don't think RT was "made for" this, but in concert with AssetTracker
works very good for NOC incident management. 

>  4. CRM and 

CRM = Customer Relationship Management? If so, when combined with
something like RT-Billing (*cough* <shameless plug> to be released soon
</plug>) makes automation of quotes/estimates and billing trivial. RT's
intrinsic ability to track items based on requestor makes it very easy
to figure out who your noisy customers are as well.... :)

> software development

We have custom fields in development queues for things like "Revision
Version" and "Code Status", and tie this in with SVN (Subversion) to
allow for very fluid tracking of development items. You'd need to put in
some custom legwork to make this really snap, but it works well once
it's fleshed out.

-- 
Matthew Keller
Information Security Officer & Network Administrator
Computing & Technology Services
State University of New York @ Potsdam
Potsdam, NY, USA
http://mattwork.potsdam.edu/



From jesse at bestpractical.com  Mon May 14 13:19:38 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 May 2007 13:19:38 -0400
Subject: [rt-users] RT applications
In-Reply-To: <1179162862.9756.24.camel@mlap>
References: <7123c5c40705140900n68d13728t9a05ed0f338e2673@mail.gmail.com>
	<1179162862.9756.24.camel@mlap>
Message-ID: <F4A12323-3635-4BE0-AACF-3F5380AE7466@bestpractical.com>

>
>> software development
>
> We have custom fields in development queues for things like "Revision
> Version" and "Code Status", and tie this in with SVN (Subversion) to
> allow for very fluid tracking of development items. You'd need to  
> put in
> some custom legwork to make this really snap, but it works well once
> it's fleshed out.


http://search.cpan.org/dist/RT-Integration-SVN/ may be some of that  
custom legwork ;)

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From kellermg at potsdam.edu  Mon May 14 13:21:58 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Mon, 14 May 2007 13:21:58 -0400
Subject: [rt-users] RT applications
In-Reply-To: <F4A12323-3635-4BE0-AACF-3F5380AE7466@bestpractical.com>
References: <7123c5c40705140900n68d13728t9a05ed0f338e2673@mail.gmail.com>
	<1179162862.9756.24.camel@mlap>
	<F4A12323-3635-4BE0-AACF-3F5380AE7466@bestpractical.com>
Message-ID: <1179163318.9756.26.camel@mlap>

I REALLY wish these things were listed in the RT wiki.

Wow. That looks great. 

On Mon, 2007-05-14 at 13:19 -0400, Jesse Vincent wrote:
> >
> >> software development
> >
> > We have custom fields in development queues for things like "Revision
> > Version" and "Code Status", and tie this in with SVN (Subversion) to
> > allow for very fluid tracking of development items. You'd need to  
> > put in
> > some custom legwork to make this really snap, but it works well once
> > it's fleshed out.
> 
> 
> http://search.cpan.org/dist/RT-Integration-SVN/ may be some of that  
> custom legwork ;)
> 



From torsten.brumm at Kuehne-Nagel.com  Mon May 14 13:44:25 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Mon, 14 May 2007 19:44:25 +0200
Subject: [rt-users] Remove Ticket Number from outgoing mails
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB03944C5FDE@w3hamboex11.ger.win.int.kn>

Hi Users,

 

is it possible to remove a ticketnumber from a outgoing mail? If yes,
how can I do this from a template that sends out mails?

 

Thanks


Torsten

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From micah at onshore.com  Mon May 14 13:51:16 2007
From: micah at onshore.com (Micah Gersten)
Date: Mon, 14 May 2007 12:51:16 -0500
Subject: [rt-users] FW: Trying to create a custom form
Message-ID: <84EBB7C9E0A042E794B14AB4B72D6F52@Enterprise>


I posted this last week, but no one replied.
 

-----Original Message-----
From: Micah Gersten [mailto:micah at onshore.com] 
Sent: Thursday, May 10, 2007 1:35 PM
To: 'rt-users at lists.bestpractical.com'
Subject: Trying to create a custom form

I'm trying to create a custom form in RT.  The form works, but I cannot
figure out how to take the form data and put in into the body of the ticket.
How does post processing work with the RT forms?

Thank you,
Micah Gersten
onShore Networks
www.onshore.com
 




From tcarcelen at gmail.com  Mon May 14 14:15:10 2007
From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=)
Date: Mon, 14 May 2007 20:15:10 +0200
Subject: [rt-users] RT applications
In-Reply-To: <1179163318.9756.26.camel@mlap>
References: <7123c5c40705140900n68d13728t9a05ed0f338e2673@mail.gmail.com>
	<1179162862.9756.24.camel@mlap>
	<F4A12323-3635-4BE0-AACF-3F5380AE7466@bestpractical.com>
	<1179163318.9756.26.camel@mlap>
Message-ID: <7123c5c40705141115s15fc24f4u6eeed1e406b8f20e@mail.gmail.com>

Thanks a lot, specially to Mark and Jesse.

Yes, It?d be a good idea to include this advantages in the RT wiki

I?m amazing how cool is RT.  And now AT, wow.
Please, I have the last question, RT is not made for Bug Tracking System,
isn?t it?

Best Regards
Teresa

2007/5/14, Matthew Keller <kellermg at potsdam.edu>:
>
> I REALLY wish these things were listed in the RT wiki.
>
> Wow. That looks great.
>
> On Mon, 2007-05-14 at 13:19 -0400, Jesse Vincent wrote:
> > >
> > >> software development
> > >
> > > We have custom fields in development queues for things like "Revision
> > > Version" and "Code Status", and tie this in with SVN (Subversion) to
> > > allow for very fluid tracking of development items. You'd need to
> > > put in
> > > some custom legwork to make this really snap, but it works well once
> > > it's fleshed out.
> >
> >
> > http://search.cpan.org/dist/RT-Integration-SVN/ may be some of that
> > custom legwork ;)
> >
>
>
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From jesse at bestpractical.com  Mon May 14 14:22:13 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 May 2007 14:22:13 -0400
Subject: [rt-users] RT applications
In-Reply-To: <7123c5c40705141115s15fc24f4u6eeed1e406b8f20e@mail.gmail.com>
References: <7123c5c40705140900n68d13728t9a05ed0f338e2673@mail.gmail.com>
	<1179162862.9756.24.camel@mlap>
	<F4A12323-3635-4BE0-AACF-3F5380AE7466@bestpractical.com>
	<1179163318.9756.26.camel@mlap>
	<7123c5c40705141115s15fc24f4u6eeed1e406b8f20e@mail.gmail.com>
Message-ID: <8D4CF8E1-92BF-42DC-AD4B-187BA33A9EA4@bestpractical.com>


On May 14, 2007, at 2:15 PM, Teresa Carcel?n Fern?ndez wrote:

> Thanks a lot, specially to Mark and Jesse.
>
> Yes, It?d be a good idea to include this advantages in the RT wiki

Wikis are designed to allow the community to add content. I'd be  
indebted if you could add what you've learned there.


> I?m amazing how cool is RT.  And now AT, wow.
> Please, I have the last question, RT is not made for Bug Tracking  
> System, isn?t it?

We use RT for a bug tracking system here at best practical, as well  
as for cpan (rt.cpan.org) and perl (rt.perl.org). We're pretty happy  
with it.

Jesse



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From gleduc at mail.sdsu.edu  Mon May 14 19:16:12 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 14 May 2007 16:16:12 -0700
Subject: [rt-users] Same user has several e-mail addresses
Message-ID: <6.2.1.2.2.20070514160922.02b92c18@mail.sdsu.edu>

Hi All,

I think I saw this issue brought up in the list or on the wiki a couple (or 
few) months ago, but I haven't been able to find the posts.  One of my 
users is using an address (not seen before by RT) other than his 
"requestor" address to reply to tickets, and his reply is going to the bit 
bucker rather than being added to the ticket because RT won't create a new 
acct for him.  Since this user will be a pretty regular ticket creator, I'd 
like to associate both e-mail addresses to the same acct.  I'd appreciate 
it if someone could point me to where this was already discussed.

Thanks,
Gene



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



From bestpractical at jon.limedaley.com  Mon May 14 20:05:22 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 14 May 2007 20:05:22 -0400 (EDT)
Subject: [rt-users] Same user has several e-mail addresses
In-Reply-To: <6.2.1.2.2.20070514160922.02b92c18@mail.sdsu.edu>
References: <6.2.1.2.2.20070514160922.02b92c18@mail.sdsu.edu>
Message-ID: <Pine.LNX.4.64.0705142004360.22283@orange.limedaley.com>

On Mon, 14 May 2007, Gene  LeDuc wrote:
> Hi All,
>
> I think I saw this issue brought up in the list or on the wiki a couple (or 
> few) months ago, but I haven't been able to find the posts.  One of my users 
> is using an address (not seen before by RT) other than his "requestor" 
> address to reply to tickets, and his reply is going to the bit bucker rather 
> than being added to the ticket because RT won't create a new acct for him. 
> Since this user will be a pretty regular ticket creator, I'd like to 
> associate both e-mail addresses to the same acct.  I'd appreciate it if 
> someone could point me to where this was already discussed.


I think this was the last email in the thread.

Date: Sat, 5 May 2007 14:18:49 -0400 (EDT)
From: Jon Daley
To: RT Users
Subject: Re: [rt-users] MergeUsers (was RT 4)

On Thu, 3 May 2007, Jon Daley wrote:
> > http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/
>
>       Ah, thanks, I somehow missed that - I am not sure if it was
> announced when people were discussing this a while back.  I'll try it 
out.
> Thanks!

I tried it out, and it does get part of the way.

First off, installation troubles:
I had to modify the test perl script in two ways:
one was to add a use lib "/usr/local/request-tracker/lib/" to get it to be
able to find RT.pm.

And then I had to change the tests, since I don't have a "general" queue.

But, now it is installed.


I merged user1 to user2.

Sending an email from user1 creates the ticket as requested by user2, very
nice.

However, if I login as user1, I don't have any tickets assigned.

What would be nifty is if when logging in as user1 or user2, he would
basically end up in the same place, and see all of the same tickets.




From taan at cryologic.com  Mon May 14 22:26:16 2007
From: taan at cryologic.com (Taan Lindemans)
Date: Tue, 15 May 2007 12:26:16 +1000
Subject: [rt-users] RT applications
In-Reply-To: <7123c5c40705140900n68d13728t9a05ed0f338e2673@mail.gmail.com>
References: <7123c5c40705140900n68d13728t9a05ed0f338e2673@mail.gmail.com>
Message-ID: <46491A48.8030403@cryologic.com>

We use it for:

Customer Support (product issues)
IT Helpdesk (internal)
Service Requests
Projects
Software Issue Tracking (internal)
Corrective and Preventative Actions (QMS)
Document Changes (QMS, basic integration with SVN)
Nonconforming Products (QMS)

Taan



From diablo at roedu.net  Tue May 15 04:00:53 2007
From: diablo at roedu.net (Subredu Manuel)
Date: Tue, 15 May 2007 11:00:53 +0300
Subject: [rt-users] RT Billing ?
Message-ID: <464968B5.7020203@roedu.net>

Hi,

I've seen that someone has mentioned that RT::Billing will be released
soon ? What is this and who's making it and when is going to be released ?
/me very very curious


From nicolas.chuche at barna.be  Tue May 15 04:59:42 2007
From: nicolas.chuche at barna.be (Nicolas Chuche)
Date: Tue, 15 May 2007 10:59:42 +0200
Subject: [rt-users] RTx::EmailCompletion 0.02
Message-ID: <742e684f0705150159y262b3feawc3acbdeabbc8c1ae@mail.gmail.com>

Hi,

RTx::EmailCompletion 0.02 just hit cpan :
http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.02/

-+-+-+-+-+-+-
Changes for 0.02

  * allow email completion for unprivileged users (disable by
default). See README
  * add debugging tools to find input tags found by emailcompletion.js


From serge at vanginderachter.be  Tue May 15 05:51:27 2007
From: serge at vanginderachter.be (Serge van Ginderachter)
Date: Tue, 15 May 2007 11:51:27 +0200
Subject: [rt-users] RT Billing ?
In-Reply-To: <464968B5.7020203@roedu.net>
References: <464968B5.7020203@roedu.net>
Message-ID: <1179222687.30282.16.camel@localhost>

On Tue, 2007-05-15 at 11:00 +0300, Subredu Manuel wrote:
> I've seen that someone has mentioned that RT::Billing will be released
> soon ? What is this and who's making it and when is going to be released ?
> /me very very curious

/me supports the inquiry


        Serge

-- 
Serge van Ginderachter          http://www.vanginderachter.be/ 

Thou shalt not conf before thy morning coffee.



From tcarcelen at gmail.com  Tue May 15 05:58:01 2007
From: tcarcelen at gmail.com (=?ISO-8859-1?Q?Teresa_Carcel=E9n_Fern=E1ndez?=)
Date: Tue, 15 May 2007 11:58:01 +0200
Subject: [rt-users] Help with RT database model
Message-ID: <7123c5c40705150258h4c652291m60aaf397004ea4d9@mail.gmail.com>

Hi all!

Following the instructions of RT Wiki, I?ve downloaded the '
rt3-schema-relationships.dot'. Now I want to visualize this file (.dot) in
the dbdesigner4 but I have not success because this program needs a xml file
to load the database model.

Other thing I?ve tried is to connect from dbdesigner4 to RT database (in
Postgre) but it doesn?t recognize dbuser and password

Can anyone help me?
Thanks in advance
Best Regards
Teresa
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From baloo at ursine.ca  Tue May 15 05:54:17 2007
From: baloo at ursine.ca (Paul Johnson)
Date: Tue, 15 May 2007 02:54:17 -0700
Subject: [rt-users] Re: Remove Ticket Number from outgoing mails
References: <16426EA38D57E74CB1DE5A6AE1DB03944C5FDE@w3hamboex11.ger.win.int.kn>
Message-ID: <1730687.SyizEce60p@ursa-major.ursine.ca>

Ham MI-ID, Torsten Brumm wrote in Article
<16426EA38D57E74CB1DE5A6AE1DB03944C5FDE at w3hamboex11.ger.win.int.kn> posted
to gmane.comp.bug-tracking.request-tracker.user:

> is it possible to remove a ticketnumber from a outgoing mail?

I believe doing so would reduce the number of replies getting assigned to
the correct ticket, since having the ticket number already in the subject
when replying means the user doesn't have to do anything to the subject to
make it assign to the correct ticket.

-- 
Paul Johnson
Email and IM (XMPP & Google Talk): baloo at ursine.ca




From kellermg at potsdam.edu  Tue May 15 10:27:29 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Tue, 15 May 2007 10:27:29 -0400
Subject: [rt-users] RT Billing ?
In-Reply-To: <464968B5.7020203@roedu.net>
References: <464968B5.7020203@roedu.net>
Message-ID: <1179239249.9756.39.camel@mlap>

On Tue, 2007-05-15 at 11:00 +0300, Subredu Manuel wrote:
> I've seen that someone has mentioned that RT::Billing will be released
> soon ? What is this and who's making it and when is going to be released ?
> /me very very curious

Mentioned by me, written by me. Cleaning it up and packaging it is
pretty high on my TODO list, but it's an off-hours project, and this
time of year is very busy for those of us working in US universities, so
it might be a month or so. I don't generally pimp my software on lists,
so if you want to know when it's up, send me a message off-list and I'll
let you know.

My RT stuff is at the URL below:
http://mattwork.potsdam.edu/rt

-- 
Matthew Keller
Information Security Officer & Network Administrator
Computing & Technology Services
State University of New York @ Potsdam
Potsdam, NY, USA
http://mattwork.potsdam.edu/



From jb85 at ce.gatech.edu  Tue May 15 10:04:23 2007
From: jb85 at ce.gatech.edu (Didier Contis)
Date: Tue, 15 May 2007 10:04:23 -0400 (EDT)
Subject: [rt-users] Problem with taking ticket under RT 3.6.3 (WebURL or
 WebPort issue ?)
Message-ID: <24199599.32811179237863739.JavaMail.root@zimbra.ce.gatech.edu>


I am running into a strange issue.

I have Set($WebBaseURL , "https://ceert3.ce.gatech.edu");
in my RT_SiteConfig.pm

Everything is working great except when a user click to take a ticket.
He is being redirected to the following URL for some reason ->

https://ceert3.ce.gatech.edu:80/Ticket/Display.html?id=4
                            ^^^^^
This seems to happen only when someone try to take a ticket.
Everything other actions work just fine.

I have tried to modify the WebPort value to 443
Set($WebPort , 443); 
but still no luck.

I must admit I am kind of loss on that one. 

The only thing I can see in the apache log are
[15/May/2007:09:49:25 -0400] "GET /Ticket/Display.html?Action=Take&id=4 HTTP/1.1" 302 240

I was wondering if someone as seen this before with 3.6.3

Thanks - Didier

-- 
Didier Contis
IT Manager
School of CEE / Georgia Tech



From kellermg at potsdam.edu  Tue May 15 11:09:53 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Tue, 15 May 2007 11:09:53 -0400
Subject: [rt-users] Problem with taking ticket under RT 3.6.3 (WebURL
	or WebPort issue ?)
In-Reply-To: <24199599.32811179237863739.JavaMail.root@zimbra.ce.gatech.edu>
References: <24199599.32811179237863739.JavaMail.root@zimbra.ce.gatech.edu>
Message-ID: <1179241794.9756.41.camel@mlap>

On Tue, 2007-05-15 at 10:04 -0400, Didier Contis wrote:
> I have tried to modify the WebPort value to 443
> Set($WebPort , 443); 
> but still no luck.

Did you restart your webserver after making this change?



From indy at civ.zcu.cz  Tue May 15 11:17:32 2007
From: indy at civ.zcu.cz (Petr Grolmus)
Date: Tue, 15 May 2007 17:17:32 +0200 (CEST)
Subject: [rt-users] http vs https problem
Message-ID: <Pine.LNX.4.44.0705151715290.24709-100000@nemesis>

Hello,

I have got a problem with RT runnig simultaneously on http and https ports.
On the https port we are using WebAuth authentication for internal users,
whereas on http port remains RT-authentication for external users.

With this setting in RT_SiteConfig.pm:

Set($WebPath , "/rt");
Set($WebBaseURL , "https://rtest2.zcu.cz");

works everything fine on https, but when I click on several submit button
on http port - e.g. Search (main page) or Update Ticket (in Reply) -
I always get:

"The connection to rtest2.zcu.cz:80 has terminated unexpectedly. Some
data may have been transferred."

It seems it try to communicate on http port with https protocol. When I
switch settings to:

Set($WebBaseURL , "http://rtest2.zcu.cz");

then works everything fine on http port, whereas on https I get "Bad
request" with click on the same submit buttons.

I'm using RT 3.6.1 from debian package (stable branch).
Could someone help me to avoid this behavior?

Thanks,
Petr Grolmus
--------------------------------------------------------------------------
 Petr Grolmus

 Laboratory for Computer Science
 University of West Bohemia
 Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632 851
 Czech Republic                                    E-mail: indy at civ.zcu.cz
--------------------------------------------------------------------------



From jose.junior at mds.gov.br  Tue May 15 11:27:47 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Tue, 15 May 2007 12:27:47 -0300
Subject: [rt-users] CommandByMail Extension
In-Reply-To: <7314881427FC8A4081673E8CEEA79249044E35A9@EXMIAMI01.compupay.com>
References: <7314881427FC8A4081673E8CEEA79249044E35A6@EXMIAMI01.compupay.com>	<460D80F2.2050206@gmail.com>
	<7314881427FC8A4081673E8CEEA79249044E35A9@EXMIAMI01.compupay.com>
Message-ID: <4649D173.7040803@mds.gov.br>

Hello!

I installed the CommandByMail extension on my request tracker. It's
kinda working, but I have the following behavior:

If I send an email with the 'status' or 'queue' command, it works
perfectly. It works ok too with the custom fields like this:

CF.{Sala}: 2300


But I have other fields, like CF.{Classifica??o do Chamado} that are
not working with the CommandByMail extension. No log messages,
nothing, it just don't execute the command. I have two theories:

1) The extension has some problem with the field name using
spaces/special/non-ascii characters
2) The extension works only on editable Custom fields (Sala is a entry
field, the others are select drop downs, all are mandatory.

Anyone can think in something?

[]s
Jose P. E. Junior



From sturner at MIT.EDU  Tue May 15 11:54:21 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 15 May 2007 11:54:21 -0400
Subject: [rt-users] Odd problem with RT customization
Message-ID: <6.2.3.4.2.20070515114721.03cee648@po14.mit.edu>

Hello all,

I'm getting some strange behavior here that I can't explain and that 
I've never seen before.

I've made a copy of Templates_Overlay.pm - it's called 
Templates_Local.pm and its in my local/lib/RT directory. I've made a 
small mod to the file.

The odd thing is, I'm getting inconsistent behavior in the web 
interface. Just by refreshing the same page (admin global templates) 
I can see via the RT log that sometimes my modified code is executed 
and sometimes the original code is executed.

This is RT 3.4.2, Apache 1.27 (SSL), mod_perl 1.29, mysql 4.022, RHEL 3

Any ideas why my local copy of the code isn't consistently picked up? 
I should add that I have completely stopped & started apache, and 
that I've made many modifications to other .pm files before without 
having this problem.


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




From jesse at bestpractical.com  Tue May 15 11:58:48 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 May 2007 11:58:48 -0400
Subject: [rt-users] http vs https problem
In-Reply-To: <Pine.LNX.4.44.0705151715290.24709-100000@nemesis>
References: <Pine.LNX.4.44.0705151715290.24709-100000@nemesis>
Message-ID: <AAEC9891-A553-495C-B372-BA613DA026BE@bestpractical.com>


On May 15, 2007, at 11:17 AM, Petr Grolmus wrote:

> Hello,
>
> I have got a problem with RT runnig simultaneously on http and  
> https ports.
> On the https port we are using WebAuth authentication for internal  
> users,
> whereas on http port remains RT-authentication for external users.
>
> With this setting in RT_SiteConfig.pm:
>
> Set($WebPath , "/rt");
> Set($WebBaseURL , "https://rtest2.zcu.cz");
>
> works everything fine on https, but when I click on several submit  
> button
> on http port - e.g. Search (main page) or Update Ticket (in Reply) -
> I always get:
>
> "The connection to rtest2.zcu.cz:80 has terminated unexpectedly. Some
> data may have been transferred."
>
> It seems it try to communicate on http port with https protocol.  
> When I
> switch settings to:
>
> Set($WebBaseURL , "http://rtest2.zcu.cz");
>
> then works everything fine on http port, whereas on https I get "Bad
> request" with click on the same submit buttons.
>
> I'm using RT 3.6.1 from debian package (stable branch).
> Could someone help me to avoid this behavior?
>

We've done work on the redirects which I suspect are the issue in 3.6.3.

Best,
Jesse

> Thanks,
> Petr Grolmus
> ---------------------------------------------------------------------- 
> ----
>  Petr Grolmus
>
>  Laboratory for Computer Science
>  University of West Bohemia
>  Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377  
> 632 851
>  Czech Republic                                    E-mail:  
> indy at civ.zcu.cz
> ---------------------------------------------------------------------- 
> ----
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From ml at t-b-o-h.net  Tue May 15 12:23:21 2007
From: ml at t-b-o-h.net (Tuc at T-B-O-H.NET)
Date: Tue, 15 May 2007 12:23:21 -0400 (EDT)
Subject: [rt-users] Same user has several e-mail addresses
In-Reply-To: <6.2.1.2.2.20070514160922.02b92c18@mail.sdsu.edu>
Message-ID: <200705151623.l4FGNLeO069088@himinbjorg.tucs-beachin-obx-house.com>

Hi Gene,

	There probably is a better way... But heres the way that one of my
guys solved it many moons ago in a previous version. I'm not sure if its
the right way, if this even exists in the version you run, etc.

	In the config.pm there is a section called :

	LookupExternalUserInfo

	At the time it allowed you to sync incoming users with an
external data source.

	We put the following into it :

sub LookupExternalUserInfo {
  my ($EmailAddress, $RealName) = @_;

  my $FoundInExternalDatabase = undef;
  my %params;

  #Name is the RT username you want to use for this user.
  $params{'Name'} = $EmailAddress;
  $params{'EmailAddress'} = $EmailAddress;
  $params{'RealName'} = $RealName;

$RT::Logger->debug("LookupExternalUserInfo: Entered with:\n",
                     "\tName         = $params{'Name'}\n",


lAddress = $params{'EmailAddress'}\n",
                     "\tRealName     = $params{'RealName'}\n",
                     "\tFound        = $FoundInExternalDatabase\n");

  # See RT's contributed code for examples.
  # http://www.fsck.com/pub/rt/contrib/

  $findkey= lc($EmailAddress);

  tie (%fdbi,'NDBM_File',"/usr/local/rt2/etc/keyedfile",O_RDWR,0777) or  die $!;

  if ($fdbi{$findkey}) {
       $params{'Orig'} = "$EmailAddress";
       chomp($params{'Orig'});
     ($params{'Name'},$params{'EmailAddress'})=split(/\|/,$fdbi{$findkey});
        chomp($params{'Name'});
        $params{'RealName'} = "$params{'Name'}";
        chomp($params{'RealName'});
        chomp($params{'EmailAddress'});
        $FoundInExternalDatabase = 1;
  }else {
        $FoundInExternalDatabase = undef;
  }

  untie %fdbi;

$RT::Logger->debug("LookupExternalUserInfo: Leaving local file ",
                     "examination with:\n",
                     "\tName         = \"$params{'Name'}\"\n",
                     "\tEmailAddress = $params{'EmailAddress'}\n",
                     "\tRealName     = $params{'RealName'}\n",
                     "\tOrig         = $params{'Orig'}\n",
                     "\tFound        = $FoundInExternalDatabase\n");

  return ($FoundInExternalDatabase, %params);
}

	We then created a file formatted like :

#Format is ALTERNATE_EMAIL_ADDRESS:RT_LOGIN_ID|PRIMARY_EMAIL_ADDRESS

#Cust1
onielsen at cust1.example.com:cust1|support at cust1.example.com
kgnielsen at cust1.example.com:cust1|support at cust1.example.com
cal at example.com:cust1|support at cust1.example.com
sean at example.com:cust1|support at cust1.example.com
trevor at another.example.com:cust1|support at cust1.example.com
olganielsen at some.example.com:cust1|support at cust1.example.com

#Cust2
clark at more.example.com:cust2|gavin at cust2.example.com
gavin at more.example.com:cust2|gavin at cust2.example.com
brian at mail.example.com:cust2|gavin at cust2.example.com


#Cust3
korey at e.example.com:cust3|clint at e.example.com
scottf at e.example.com:cust3|clint at e.example.com
ront at e.example.com:cust3|clint at e.example.com
jon at e.example.com:cust3|clint at e.example.com
marshalf at e.example.com:cust3|clint at e.example.com


And then loaded them into the file like :

#!/usr/local/bin/perl

use Fcntl;
use NDBM_File;

 $flatfile="user.data";


  tie (%fdbi,'NDBM_File',"keyedfile",O_CREAT|O_RDWR,0777) or  die $!;
  open(IN,"$flatfile");

  while (<IN>) {
        if($_ =~ /^\#/) {
                next;
        }
        if($_ =~ /^\s+/) {
                next;
        }
        ($key,$data)=split(/\:/,$_);
        $fdbi{$key}=$data;
  }
  close (IN);
  untie %fdbi;

close(IN);


	There was also some rt-mailgate, lib/RT/Action/Notify.pm
lib/RT/Interface/Email.pm changes needed, nothing big. Email me 
directly for those.

	Like I said, maybe with the newer version this is
obsolete.

		Tuc

> 
> Hi All,
> 
> I think I saw this issue brought up in the list or on the wiki a couple (or 
> few) months ago, but I haven't been able to find the posts.  One of my 
> users is using an address (not seen before by RT) other than his 
> "requestor" address to reply to tickets, and his reply is going to the bit 
> bucker rather than being added to the ticket because RT won't create a new 
> acct for him.  Since this user will be a pretty regular ticket creator, I'd 
> like to associate both e-mail addresses to the same acct.  I'd appreciate 
> it if someone could point me to where this was already discussed.
> 
> Thanks,
> Gene



From JStark at sumtotalsystems.com  Tue May 15 12:37:11 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Tue, 15 May 2007 09:37:11 -0700
Subject: [rt-users] Expensive Queries
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03539C2A@mtn-exch1.sumtotalsystems.com>

Hello,
 
We are trying to identify very poor performance levels of the RT
Application 3.6.3 on REHL/Apache with Oracle.  In doing so, we had our
DBAs take a look at the Oracle box and the identified some very
expensive queries that were taking nearly 10 seconds to return, such as:

SELECT * FROM 
 ( SELECT limitquery.*, rownum limitrownum FROM 
            ( SELECT main.* FROM   
                        ( SELECT DISTINCT main.id 
                                    FROM CustomFields main 
                                    JOIN ObjectCustomFields
ObjectCustomFields_1  ON ( ObjectCustomFields_1.CustomField = main.id ) 
                                    WHERE (main.Name = 'Customer') 
                                    AND (ObjectCustomFields_1.ObjectId =
'0') 
                                    AND (main.LookupType =
'RT::Queue-RT::Ticket')  ) distinctquery, 
                        CustomFields main 
            WHERE (main.id = distinctquery.id)  
            ORDER BY main.SortOrder ASC, main.id ASC  ) 
 limitquery WHERE rownum <= 1 ) 
 WHERE limitrownum >= 1

Their concern is mainly around the joins being inequality joins, as even
indexes won't help with these types of queries.  Has anyone seen this
same behavior and/or has anyone done anything to modify the system to
generate better join clauses in the queries?  
 
Also I must note, we only have 450 tickets in the system at this
time...this was in just over a week with less than half of the users
active, so we expect the number to grow significantly as we onboard
additional users.
 
Thanks,
 
Jeff Stark

 
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From ktm at rice.edu  Tue May 15 12:43:11 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 15 May 2007 11:43:11 -0500
Subject: [rt-users] Expensive Queries
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03539C2A@mtn-exch1.sumtotalsystems.com>
References: <1AC37FBEF7856646AC61A9F285BC14CC03539C2A@mtn-exch1.sumtotalsystems.com>
Message-ID: <20070515164311.GI19464@it.is.rice.edu>

Jeff,

It sounds like you may need to make some more indexes. Please
have your DBAs provide a plan for the query execution. Look
for sequential scans in particular. That may help you identify
possible index creation options. We use PostgreSQL here, but
I would suspect that many of the index creations needed for it
to be performant would be the same with Oracle. There are a
couple of posts about PostgreSQL tuning in the mailing list
that you can refer too. Good luck.

Ken

On Tue, May 15, 2007 at 09:37:11AM -0700, Jeff Stark wrote:
> Hello,
>  
> We are trying to identify very poor performance levels of the RT
> Application 3.6.3 on REHL/Apache with Oracle.  In doing so, we had our
> DBAs take a look at the Oracle box and the identified some very
> expensive queries that were taking nearly 10 seconds to return, such as:
> 
> SELECT * FROM 
>  ( SELECT limitquery.*, rownum limitrownum FROM 
>             ( SELECT main.* FROM   
>                         ( SELECT DISTINCT main.id 
>                                     FROM CustomFields main 
>                                     JOIN ObjectCustomFields
> ObjectCustomFields_1  ON ( ObjectCustomFields_1.CustomField = main.id ) 
>                                     WHERE (main.Name = 'Customer') 
>                                     AND (ObjectCustomFields_1.ObjectId =
> '0') 
>                                     AND (main.LookupType =
> 'RT::Queue-RT::Ticket')  ) distinctquery, 
>                         CustomFields main 
>             WHERE (main.id = distinctquery.id)  
>             ORDER BY main.SortOrder ASC, main.id ASC  ) 
>  limitquery WHERE rownum <= 1 ) 
>  WHERE limitrownum >= 1
> 
> Their concern is mainly around the joins being inequality joins, as even
> indexes won't help with these types of queries.  Has anyone seen this
> same behavior and/or has anyone done anything to modify the system to
> generate better join clauses in the queries?  
>  
> Also I must note, we only have 450 tickets in the system at this
> time...this was in just over a week with less than half of the users
> active, so we expect the number to grow significantly as we onboard
> additional users.
>  
> Thanks,
>  
> Jeff Stark
> 
>  

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


From jesse at bestpractical.com  Tue May 15 12:46:33 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 May 2007 12:46:33 -0400
Subject: [rt-users] Expensive Queries
In-Reply-To: <20070515164311.GI19464@it.is.rice.edu>
References: <1AC37FBEF7856646AC61A9F285BC14CC03539C2A@mtn-exch1.sumtotalsystems.com>
	<20070515164311.GI19464@it.is.rice.edu>
Message-ID: <03039383-BA4B-4CE9-BA1D-D9274A30474B@bestpractical.com>


On May 15, 2007, at 12:43 PM, Kenneth Marshall wrote:

> Jeff,
>
> It sounds like you may need to make some more indexes. Please
> have your DBAs provide a plan for the query execution. Look
> for sequential scans in particular. That may help you identify
> possible index creation options. We use PostgreSQL here, but
> I would suspect that many of the index creations needed for it
> to be performant would be the same with Oracle.

Sadly, no. Every database really does want a different set of  
indexes. In particular, Oracle seems to strongly prefer single-column  
indexes. (And can use many of them on the same query.)
The last time we saw test data with mysql and postgres, they dealt  
better with multi-column indexes.

Best,

Jesse


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From JStark at sumtotalsystems.com  Tue May 15 12:49:55 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Tue, 15 May 2007 09:49:55 -0700
Subject: [rt-users] Expensive Queries
In-Reply-To: <03039383-BA4B-4CE9-BA1D-D9274A30474B@bestpractical.com>
References: <1AC37FBEF7856646AC61A9F285BC14CC03539C2A@mtn-exch1.sumtotalsystems.com>
	<20070515164311.GI19464@it.is.rice.edu>
	<03039383-BA4B-4CE9-BA1D-D9274A30474B@bestpractical.com>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03539C41@mtn-exch1.sumtotalsystems.com>

Thanks Ken and Jesse.  We will continue to evaluate to see if we can
find some performance gains in other ways.

-Stark
 

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Tuesday, May 15, 2007 12:47 PM
To: Kenneth Marshall
Cc: Jeff Stark; rt-users
Subject: Re: [rt-users] Expensive Queries


On May 15, 2007, at 12:43 PM, Kenneth Marshall wrote:

> Jeff,
>
> It sounds like you may need to make some more indexes. Please have 
> your DBAs provide a plan for the query execution. Look for sequential 
> scans in particular. That may help you identify possible index 
> creation options. We use PostgreSQL here, but I would suspect that 
> many of the index creations needed for it to be performant would be 
> the same with Oracle.

Sadly, no. Every database really does want a different set of indexes.
In particular, Oracle seems to strongly prefer single-column indexes.
(And can use many of them on the same query.) The last time we saw test
data with mysql and postgres, they dealt better with multi-column
indexes.

Best,

Jesse




From gentgeen at linuxmail.org  Tue May 15 13:02:25 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Tue, 15 May 2007 13:02:25 -0400
Subject: [rt-users] Still lots of Spam hitting RT after filtering via
	Procmail/Spamassasin/Rules Du Jour
In-Reply-To: <566b419c0705100803u187feb27v90abc34e4f22af70@mail.gmail.com>
References: <566b419c0705100803u187feb27v90abc34e4f22af70@mail.gmail.com>
Message-ID: <20070515130225.3f3a2fc0@localhost.localdomain>

On Thu, 10 May 2007 16:03:34 +0100
"Pedro Santa" <pedro.santa at gmail.com> wrote:

> Hi list!
> 
> My RT instance still receives lots of SPAM even with procmail
> filtering, with Spamassasin updated with "rules du jour" script.
> 
> My procmail logs show that some of the mail is filtered but still gets
> trough lots of spam. Any suggestions.
> 
> Thanks in advance.
> 
> Pedro Machado Santa
> 
> RT 3.4.1
> 
> Here are my configuration files:

< SNIPPED > 

Looks like you used my configs :-)

I would review the headers of the ones getting through.  Most likely you
can "turn down" the SPAM assassins rating number.

Review the X-SPAM-SCORE: header of all the spam getting through, then
look over the same headers of "good" email getting through.  Problably
will not take look to see a pattern.  You can then change your spam
assassin config to reflect what you have found.

Also note that SPAM assassin needs some time to learn.  Do a bit of
googling for "sa-learn --ham" and "sa-learn --spam" to get a better
idea.

For what it is worth, here is top portion of my /etc/

# Added by KDS on 1/10/05 
# Lowered to catch a little more then necessary
required_hits 3.5
# ok_languages en
ok_locales en
rewrite_header subject [*** SPAM ***]
# Next line adds info to top of email body
report_safe 0

fold_headers 1
# next line should be all one line, watch for wrapping
add_header all Status _YESNO_, hits=_HITS_ required=_REQD_ tests=_TESTS_
autolearn=_AUTOLEARN_ version=_VERSION_




-- 
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 micah at onshore.com  Tue May 15 12:58:29 2007
From: micah at onshore.com (Micah Gersten)
Date: Tue, 15 May 2007 11:58:29 -0500
Subject: [rt-users] Speeding up queries
Message-ID: <76BFD54480D6488EAB42EBDF0F1803B1@Enterprise>

I found that if I index the Subject column in the Tickets table, searches
are much faster.

Thank you,
Micah Gersten
onShore Networks
www.onshore.com
 




From Brian_Gupta at timeinc.com  Tue May 15 14:00:09 2007
From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com)
Date: Tue, 15 May 2007 14:00:09 -0400
Subject: [rt-users] Expensive Queries
In-Reply-To: <20070515165713.AD6164D81BF@diesel.bestpractical.com>
Message-ID: <BEF6BF438B8E65438F782AA0EC0ACBED18C7AD@NYCMSGMB04.enterprise.corpad.timeinc.com>

> Thanks Ken and Jesse.  We will continue to evaluate to see if we can
> find some performance gains in other ways.
> 
> -Stark

Are the queries repeated? If so then memcached might be able to help you
out.  http://en.wikipedia.org/wiki/Memcached

-Brian

Brian Gupta
Time Inc
Information Technology Dept
212-522-1401


From jbrodley at sumtotalsystems.com  Tue May 15 14:08:14 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 15 May 2007 11:08:14 -0700
Subject: [rt-users] Expensive Queries
In-Reply-To: <BEF6BF438B8E65438F782AA0EC0ACBED18C7AD@NYCMSGMB04.enterprise.corpad.timeinc.com>
References: <20070515165713.AD6164D81BF@diesel.bestpractical.com>
	<BEF6BF438B8E65438F782AA0EC0ACBED18C7AD@NYCMSGMB04.enterprise.corpad.timeinc.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03E934D8@blv-exch1.sumtotalsystems.com>

Has this been integrated with RT?

Justin Brodley

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Brian_Gupta at timeinc.com
Sent: Tuesday, May 15, 2007 11:00 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Expensive Queries

> Thanks Ken and Jesse.  We will continue to evaluate to see if we can
> find some performance gains in other ways.
> 
> -Stark

Are the queries repeated? If so then memcached might be able to help you
out.  http://en.wikipedia.org/wiki/Memcached

-Brian

Brian Gupta
Time Inc
Information Technology Dept
212-522-1401
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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


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



From cmoughan at bbinslv.com  Tue May 15 14:14:26 2007
From: cmoughan at bbinslv.com (Christopher Moughan)
Date: Tue, 15 May 2007 14:14:26 -0400
Subject: [rt-users] simple one I think...
Message-ID: <19D938D7DBF96940829914A3039A3DBE0776DE8F@bblvmail.LEHR1.com>

Howdy All,

I am not a programmer, and the advice I have received so far has been
great. I am having trouble locating where to edit the headers for the
main page.

ie..

 

^                  10 Highest Priority Tickets I Own
Edit

 

 

I want to remove the "EDIT" part from these toolbars.


I can't find the location to remove the EDIT part...

 

Any help??

 

Christopher Moughan

System Administrator

Brown & Brown Lehigh Valley

268 Brodhead Road

Bethlehem, PA 18017

 

Office 610-694-1814

 

Fax 610-974-9791

 

 

 

 

 

  

IMPORTANT:  Insurance coverage can not be bound, amended or changed via
voicemail, facsimile or Email message without confirmation from an
authorized Brown & Brown representative.  

NOTICE: The information contained in this electronic message is legally
privileged and confidential and is intended for the use of the
individual or entity named above. If the reader of this message is not
the intended recipient, you are hereby notified that any dissemination,
distribution or copy of this message is strictly prohibited. If you have
received this communication in error, please contact the sender by reply
email and destroy all electronic and printed copies of this message. 

 

 

 

 

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From Brian_Gupta at timeinc.com  Tue May 15 14:18:15 2007
From: Brian_Gupta at timeinc.com (Brian_Gupta at timeinc.com)
Date: Tue, 15 May 2007 14:18:15 -0400
Subject: [rt-users] Expensive Queries
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03E934D8@blv-exch1.sumtotalsystems.com>
Message-ID: <BEF6BF438B8E65438F782AA0EC0ACBED18C7AE@NYCMSGMB04.enterprise.corpad.timeinc.com>

> Has this been integrated with RT?
> 
> Justin Brodley

I suspect that most people are running RT with MySQL, so it is quite
unlikely that enough people have run into performance issues that need
to be resolved by memcached. That said, I'd imagine it would be fairly
trivial to get up and running. 

I'd be interested in hearing what Jesse has to say on this topic.

-Brian

Brian Gupta
Time Inc
Information Technology Dept
212-522-1401


From sf at stevefink.net  Tue May 15 14:23:28 2007
From: sf at stevefink.net (Steve Finkelstein)
Date: Tue, 15 May 2007 14:23:28 -0400
Subject: [rt-users] Double e-mails for RT 3.6.1
Message-ID: <4649FAA0.5000507@stevefink.net>

Does anyone have an available Scrip which eliminates all of the double
e-mails which occur in RT 3.6.1?

It's getting awfully repetitive. Will upgrading RT versions work? I'm
almost willing to downgrade as well.

Thanks,

- sf


From ktm at rice.edu  Tue May 15 14:30:30 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 15 May 2007 13:30:30 -0500
Subject: [rt-users] Expensive Queries
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03E934D8@blv-exch1.sumtotalsystems.com>
References: <20070515165713.AD6164D81BF@diesel.bestpractical.com>
	<BEF6BF438B8E65438F782AA0EC0ACBED18C7AD@NYCMSGMB04.enterprise.corpad.timeinc.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03E934D8@blv-exch1.sumtotalsystems.com>
Message-ID: <20070515183030.GK19464@it.is.rice.edu>

Justin,

I never saw any problem plans posted, but some of the most needed
indexes reduced the need for a sequential scan of a table by replacing
it with an index lookup. Here are some candidates to check for in your
DB instance:

CREATE UNIQUE INDEX Queues1 ON Queues (lower(Name)) ;

CREATE INDEX GroupMembers1 ON GroupMembers (GroupID);

CREATE UNIQUE INDEX Users1 ON Users (lower(Name)) ;

CREATE INDEX Users2 ON Users (lower(EmailAddress));

CREATE INDEX Tickets4 ON Tickets (Status);

Again look for slow queries caused by sequential scans of a
table. I think that Oracle has something equivalent to the
functional indexes above to allow you to index the lowercased
values. Good luck in your performance problem seek-n-destroy.

Ken

On Tue, May 15, 2007 at 11:08:14AM -0700, Justin Brodley wrote:
> Has this been integrated with RT?
> 
> Justin Brodley
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> Brian_Gupta at timeinc.com
> Sent: Tuesday, May 15, 2007 11:00 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Expensive Queries
> 
> > Thanks Ken and Jesse.  We will continue to evaluate to see if we can
> > find some performance gains in other ways.
> > 
> > -Stark
> 
> Are the queries repeated? If so then memcached might be able to help you
> out.  http://en.wikipedia.org/wiki/Memcached
> 
> -Brian
> 
> Brian Gupta
> Time Inc
> Information Technology Dept
> 212-522-1401
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 


From ktm at rice.edu  Tue May 15 14:34:02 2007
From: ktm at rice.edu (Kenneth Marshall)
Date: Tue, 15 May 2007 13:34:02 -0500
Subject: [rt-users] Expensive Queries
In-Reply-To: <BEF6BF438B8E65438F782AA0EC0ACBED18C7AE@NYCMSGMB04.enterprise.corpad.timeinc.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03E934D8@blv-exch1.sumtotalsystems.com>
	<BEF6BF438B8E65438F782AA0EC0ACBED18C7AE@NYCMSGMB04.enterprise.corpad.timeinc.com>
Message-ID: <20070515183402.GL19464@it.is.rice.edu>

We are running RT 3.4.5 on PostgreSQL with 1200 open tickets and
110k tickets processed and growing. We have no performance problem
to speak of. How are you generating the slow query?

Ken

On Tue, May 15, 2007 at 02:18:15PM -0400, Brian_Gupta at timeinc.com wrote:
> > Has this been integrated with RT?
> > 
> > Justin Brodley
> 
> I suspect that most people are running RT with MySQL, so it is quite
> unlikely that enough people have run into performance issues that need
> to be resolved by memcached. That said, I'd imagine it would be fairly
> trivial to get up and running. 
> 
> I'd be interested in hearing what Jesse has to say on this topic.
> 
> -Brian
> 
> Brian Gupta
> Time Inc
> Information Technology Dept
> 212-522-1401
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 


From JStark at sumtotalsystems.com  Tue May 15 15:05:40 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Tue, 15 May 2007 12:05:40 -0700
Subject: [rt-users] Expensive Queries
In-Reply-To: <20070515183402.GL19464@it.is.rice.edu>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03E934D8@blv-exch1.sumtotalsystems.com><BEF6BF438B8E65438F782AA0EC0ACBED18C7AE@NYCMSGMB04.enterprise.corpad.timeinc.com>
	<20070515183402.GL19464@it.is.rice.edu>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC03539D40@mtn-exch1.sumtotalsystems.com>

They are just saved searches we are displaying on the home page....I am
not sure exactly where that specific query that I posted was created,
but where we are seeing the biggest performance hit is on RT at a
Glance.

Thanks for the feedback on the indexes, we shall give them a try. 


- Stark

 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kenneth
Marshall
Sent: Tuesday, May 15, 2007 2:34 PM
To: Brian_Gupta at timeinc.com
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Expensive Queries

We are running RT 3.4.5 on PostgreSQL with 1200 open tickets and 110k
tickets processed and growing. We have no performance problem to speak
of. How are you generating the slow query?

Ken

On Tue, May 15, 2007 at 02:18:15PM -0400, Brian_Gupta at timeinc.com wrote:
> > Has this been integrated with RT?
> > 
> > Justin Brodley
> 
> I suspect that most people are running RT with MySQL, so it is quite 
> unlikely that enough people have run into performance issues that need

> to be resolved by memcached. That said, I'd imagine it would be fairly

> trivial to get up and running.
> 
> I'd be interested in hearing what Jesse has to say on this topic.
> 
> -Brian
> 
> Brian Gupta
> Time Inc
> Information Technology Dept
> 212-522-1401
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> 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 rlong at bluegecko.net  Tue May 15 15:47:29 2007
From: rlong at bluegecko.net (Robert Long)
Date: Tue, 15 May 2007 12:47:29 -0700
Subject: [rt-users] http vs https problem
In-Reply-To: <Pine.LNX.4.44.0705151715290.24709-100000@nemesis>
References: <Pine.LNX.4.44.0705151715290.24709-100000@nemesis>
Message-ID: <464A0E51.2000209@bluegecko.net>

We ran into that problem as well and we fixed it via this hackish-ness:

in RT/Interface/Web.pm . At around line 194 you will see something that
looks like this:

    if ($uri->host  eq $server_uri->host &
        $uri->port eq $server_uri->port) {
            $uri->host($ENV{'HTTP_HOST'});
            # $uri->port($ENV{'SERVER_PORT'});
    }

Make sure that "$uri->port($ENV{'SERVER_PORT'});" is commented out.

If you look at what the webclient is being told to access, it ends up
being something like "https://<yoursite>:80"- which fails.  I doubt this
is the correct way to fix this problem, but after it started working we
kinda lost interest ...

.r'


Petr Grolmus wrote:
> Hello,
>
> I have got a problem with RT runnig simultaneously on http and https ports.
> On the https port we are using WebAuth authentication for internal users,
> whereas on http port remains RT-authentication for external users.
>
> With this setting in RT_SiteConfig.pm:
>
> Set($WebPath , "/rt");
> Set($WebBaseURL , "https://rtest2.zcu.cz");
>
> works everything fine on https, but when I click on several submit button
> on http port - e.g. Search (main page) or Update Ticket (in Reply) -
> I always get:
>
> "The connection to rtest2.zcu.cz:80 has terminated unexpectedly. Some
> data may have been transferred."
>
> It seems it try to communicate on http port with https protocol. When I
> switch settings to:
>
> Set($WebBaseURL , "http://rtest2.zcu.cz");
>
> then works everything fine on http port, whereas on https I get "Bad
> request" with click on the same submit buttons.
>
> I'm using RT 3.6.1 from debian package (stable branch).
> Could someone help me to avoid this behavior?
>
> Thanks,
> Petr Grolmus
> --------------------------------------------------------------------------
>  Petr Grolmus
>
>  Laboratory for Computer Science
>  University of West Bohemia
>  Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632 851
>  Czech Republic                                    E-mail: indy at civ.zcu.cz
> --------------------------------------------------------------------------
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>   



From jb85 at ce.gatech.edu  Tue May 15 15:49:04 2007
From: jb85 at ce.gatech.edu (Didier Contis)
Date: Tue, 15 May 2007 15:49:04 -0400 (EDT)
Subject: [rt-users] Problem with taking ticket under RT 3.6.3 (WebURL or
	WebPort issue ?)
In-Reply-To: <1179241794.9756.41.camel@mlap>
Message-ID: <31932396.35451179258544265.JavaMail.root@zimbra.ce.gatech.edu>


I had tried a full httpd restart before posting to the mailing list.

It seems like the port :80 is coming from one of the module
and added to whatever WebURL is set to.

Didier.

----- Original Message -----
From: "Matthew Keller" <kellermg at potsdam.edu>
To: "Didier Contis" <didier.contis at ce.gatech.edu>
Cc: rt-users at lists.bestpractical.com
Sent: Tuesday, May 15, 2007 11:09:53 AM (GMT-0500) America/New_York
Subject: Re: [rt-users] Problem with taking ticket under RT 3.6.3 (WebURL or WebPort issue ?)

On Tue, 2007-05-15 at 10:04 -0400, Didier Contis wrote:
> I have tried to modify the WebPort value to 443
> Set($WebPort , 443); 
> but still no luck.

Did you restart your webserver after making this change?



-- 
Didier Contis
IT Manager
School of CEE / Georgia Tech



From MJames at stonebridgebank.com  Tue May 15 17:26:48 2007
From: MJames at stonebridgebank.com (Michael James)
Date: Tue, 15 May 2007 17:26:48 -0400
Subject: [rt-users] SVN checkout probs.
Message-ID: <4649ED57.EB5A.009D.0@stonebridgebank.com>

I installed Tortoise SVN on my WinXP box, and set up the proxy server. It works when I check out the latest release of RTx::Statistics from http://opensvn.csie.org/RTx_Statistics , for example. 

However, when I try to get the latest RT release from http://svn.bestpractical.com/svn/bps/browse/rt/branches/3.6-RELEASE , I get an error:

Error * PROPFIND request failed on '/' PROPFIND of '/': 405 Method Not Allowed (http://svn.bestpractical.com)

I imagine this is an SVN newbie problem, but can anyone shed any light on this?

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 jesse at bestpractical.com  Tue May 15 17:28:58 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 May 2007 17:28:58 -0400
Subject: [rt-users] SVN checkout probs.
In-Reply-To: <4649ED57.EB5A.009D.0@stonebridgebank.com>
References: <4649ED57.EB5A.009D.0@stonebridgebank.com>
Message-ID: <4DDF2D74-F1D5-4C51-9EBD-D7C6A43501B6@bestpractical.com>


On May 15, 2007, at 5:26 PM, Michael James wrote:

> I installed Tortoise SVN on my WinXP box, and set up the proxy  
> server. It works when I check out the latest release of  
> RTx::Statistics from http://opensvn.csie.org/RTx_Statistics , for  
> example.
>
> However, when I try to get the latest RT release from http:// 
> svn.bestpractical.com/svn/bps/browse/rt/branches/3.6-RELEASE , I  
> get an error:
>
> Error * PROPFIND request failed on '/' PROPFIND of '/': 405 Method  
> Not Allowed (http://svn.bestpractical.com)
>
> I imagine this is an SVN newbie problem, but can anyone shed any  
> light on this?
>

Yes. You're using the wrong protocol for our repository. you want  
svn://, rather than http://

Jesse

> 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
>

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From gleduc at mail.sdsu.edu  Tue May 15 17:30:15 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 15 May 2007 14:30:15 -0700
Subject: [rt-users] Problem with taking ticket under RT 3.6.3
	(WebURL or WebPort issue ?)
In-Reply-To: <24199599.32811179237863739.JavaMail.root@zimbra.ce.gatech. edu>
References: <24199599.32811179237863739.JavaMail.root@zimbra.ce.gatech.edu>
Message-ID: <6.2.1.2.2.20070515141334.02e1e2f0@mail.sdsu.edu>

I had a similar problem when I first installed 3.6.3.  What worked for me 
was changing my RT_SiteConfig.pm settings to these:

Set($WebPath , "/rt");
Set($WebPort , 443);
Set($WebBaseURL , "https://rtserver.sdsu.edu:$WebPort");
Set($WebURL , $WebBaseURL . $WebPath . "/");

The only difference I see between what you have and mine is that I add the 
port number to the URL.

Gene

At 07:04 AM 5/15/2007, Didier Contis wrote:
>I have Set($WebBaseURL , "https://ceert3.ce.gatech.edu");
>in my RT_SiteConfig.pm
>
>Everything is working great except when a user click to take a ticket.
>He is being redirected to the following URL for some reason ->
>
>https://ceert3.ce.gatech.edu:80/Ticket/Display.html?id=4
>                             ^^^^^
>This seems to happen only when someone try to take a ticket.
>Everything other actions work just fine.
>
>I have tried to modify the WebPort value to 443
>Set($WebPort , 443);
>but still no luck.
>
>I must admit I am kind of loss on that one.


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



From MJames at stonebridgebank.com  Tue May 15 17:53:02 2007
From: MJames at stonebridgebank.com (Michael James)
Date: Tue, 15 May 2007 17:53:02 -0400
Subject: [rt-users] SVN checkout probs.
In-Reply-To: <4DDF2D74-F1D5-4C51-9EBD-D7C6A43501B6@bestpractical.com>
References: <4649ED57.EB5A.009D.0@stonebridgebank.com>
	<4DDF2D74-F1D5-4C51-9EBD-D7C6A43501B6@bestpractical.com>
Message-ID: <4649F37D.EB5A.009D.0@stonebridgebank.com>

Thanks for the quick(!) reply.  Now, I get timeout errors. So, I suspect that the proxy settings might not be working for the svn:// protocol. What port is being used by svn://svn.bestpractical.com?

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 JStark at sumtotalsystems.com  Tue May 15 19:24:45 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Tue, 15 May 2007 16:24:45 -0700
Subject: [rt-users] RT-CRONTool Tasks
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC03539601@mtn-exch1.sumtotalsystems.com>
References: <1AC37FBEF7856646AC61A9F285BC14CC03539601@mtn-exch1.sumtotalsystems.com>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC035B7241@mtn-exch1.sumtotalsystems.com>

Reposting...hoping for some feedback as this is impacting our escalation
strategy.
 
Thanks,
 
 
- Stark

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff
Stark
Sent: Monday, May 14, 2007 11:22 AM
To: rt-users
Subject: [rt-users] RT-CRONTool Tasks


Hello,
 
I am new to Perl and RT...so this may seem like an obvious question.  I
created a new script, much like the "EscalatePriority" script  and I put
it in the same directory, but when I try to call it from RT-CronTool I
get the following error:
 
Failed to load module RT::Action::ResolveInReview. () at
/opt/rt3/bin/rt-crontool line 206.

Can someone provide a quick list of the steps needed to get a script to
work with the rt-crontool, I looked on the lists and wiki, but wasn't
able to find anything.
 
Thanks,
 
 
Jeff Stark    

 
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From mike at bseder.org  Tue May 15 20:01:14 2007
From: mike at bseder.org (mike)
Date: Tue, 15 May 2007 17:01:14 -0700
Subject: [rt-users] http vs https problem
In-Reply-To: <464A0E51.2000209@bluegecko.net>
References: <Pine.LNX.4.44.0705151715290.24709-100000@nemesis>
	<464A0E51.2000209@bluegecko.net>
Message-ID: <19afd35b0705151701x23405677h966b10988925bece@mail.gmail.com>

I also had that issue when migrating to 3.6.3, using mod_rewrite to redirect
http to https, and resolved it in the exact same manner.  we didn't have
this issue running the 3.2.x release, but i never bothered diffing to see
when that change was added.  i couldn't find any other way to fix it, and
couldn't understand the need to explicitly set the server port env variable
anyways, so i just called it "fixed" and moved on to my next problem :).
The only difference is that in my config, I set $WebBaseURL to the non-https
URL, since we've no need for SSL when accessing RT from inside the private
network.


On 5/15/07, Robert Long <rlong at bluegecko.net> wrote:
>
> We ran into that problem as well and we fixed it via this hackish-ness:
>
> in RT/Interface/Web.pm . At around line 194 you will see something that
> looks like this:
>
>    if ($uri->host  eq $server_uri->host &
>        $uri->port eq $server_uri->port) {
>            $uri->host($ENV{'HTTP_HOST'});
>            # $uri->port($ENV{'SERVER_PORT'});
>    }
>
> Make sure that "$uri->port($ENV{'SERVER_PORT'});" is commented out.
>
> If you look at what the webclient is being told to access, it ends up
> being something like "https://<yoursite>:80"- which fails.  I doubt this
> is the correct way to fix this problem, but after it started working we
> kinda lost interest ...
>
> .r'
>
>
> Petr Grolmus wrote:
> > Hello,
> >
> > I have got a problem with RT runnig simultaneously on http and https
> ports.
> > On the https port we are using WebAuth authentication for internal
> users,
> > whereas on http port remains RT-authentication for external users.
> >
> > With this setting in RT_SiteConfig.pm:
> >
> > Set($WebPath , "/rt");
> > Set($WebBaseURL , "https://rtest2.zcu.cz");
> >
> > works everything fine on https, but when I click on several submit
> button
> > on http port - e.g. Search (main page) or Update Ticket (in Reply) -
> > I always get:
> >
> > "The connection to rtest2.zcu.cz:80 has terminated unexpectedly. Some
> > data may have been transferred."
> >
> > It seems it try to communicate on http port with https protocol. When I
> > switch settings to:
> >
> > Set($WebBaseURL , "http://rtest2.zcu.cz");
> >
> > then works everything fine on http port, whereas on https I get "Bad
> > request" with click on the same submit buttons.
> >
> > I'm using RT 3.6.1 from debian package (stable branch).
> > Could someone help me to avoid this behavior?
> >
> > Thanks,
> > Petr Grolmus
> >
> --------------------------------------------------------------------------
> >  Petr Grolmus
> >
> >  Laboratory for Computer Science
> >  University of West Bohemia
> >  Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632
> 851
> >  Czech Republic                                    E-mail:
> indy at civ.zcu.cz
> >
> --------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: 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
>



-- 
--
One way or another, everyone stops bleeding.
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From mikef at ack.berkeley.edu  Tue May 15 23:01:22 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Tue, 15 May 2007 20:01:22 -0700 (PDT)
Subject: [rt-users] http vs https problem
In-Reply-To: <19afd35b0705151701x23405677h966b10988925bece@mail.gmail.com>
References: <Pine.LNX.4.44.0705151715290.24709-100000@nemesis>
	<464A0E51.2000209@bluegecko.net>
	<19afd35b0705151701x23405677h966b10988925bece@mail.gmail.com>
Message-ID: <20070515195136.Y62723@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Tue, 15 May 2007 at 17:01 (-0700), mike wrote:

> I also had that issue when migrating to 3.6.3, using mod_rewrite to 
> redirect http to https, and resolved it in the exact same manner.  we 
> didn't have this issue running the 3.2.x release, but i never bothered 
> diffing to see when that change was added.  i couldn't find any other 
> way to fix it, and couldn't understand the need to explicitly set the 
> server port env variable anyways, so i just called it "fixed" and moved 
> on to my next problem :). The only difference is that in my config, I 
> set $WebBaseURL to the non-https URL, since we've no need for SSL when 
> accessing RT from inside the private network.

I had to apply the 'hack' (see below) because I'm running on a virtual app 
server where the apache instance that points to RT is at 'localhost' and 
the outward-facing apache is a reverse proxy.  So the latter listens at 
port 443 but the inner one that runs RT uses a high numbered port assigned 
to my own apache instance.  Until I commented out the 'SERVER_PORT' line, 
I got weird results (including a popup error message in Firefox under some 
circumstances), no matter what I set $WebPort to).

All of which is to say that I still don't understand the intended use of 
$WebPort, which didn't exist in earlier RT releases anyway.  I ended up 
setting it to 443 (I figured it needed some value), but I overrode its use 
by constructing my $WebURL explicitly and commenting out the 'SERVER_PORT' 
line in the code as shown below.

Mike

=======================================================================
> On 5/15/07, Robert Long <rlong at bluegecko.net> wrote:
>> 
>> We ran into that problem as well and we fixed it via this hackish-ness:
>> 
>> in RT/Interface/Web.pm . At around line 194 you will see something that
>> looks like this:
>>
>>    if ($uri->host  eq $server_uri->host &
>>        $uri->port eq $server_uri->port) {
>>            $uri->host($ENV{'HTTP_HOST'});
>>            # $uri->port($ENV{'SERVER_PORT'});
>>    }
>> 
>> Make sure that "$uri->port($ENV{'SERVER_PORT'});" is commented out.
>> 
>> If you look at what the webclient is being told to access, it ends up 
>> being something like "https://<yoursite>:80"- which fails.  I doubt 
>> this is the correct way to fix this problem, but after it started 
>> working we kinda lost interest ...

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From ruz at bestpractical.com  Tue May 15 23:55:55 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 16 May 2007 07:55:55 +0400
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: <C04202D9-2AC1-45B9-B5EA-2F59A691EA87@bestpractical.com>
References: <DE8A8F0B5BA92440A31FDA68@192.168.1.7>
	<C04202D9-2AC1-45B9-B5EA-2F59A691EA87@bestpractical.com>
Message-ID: <589c94400705152055i4938b570i613797c4644c16a0@mail.gmail.com>

Dirk, could please try the latest svn code, I hope I've fixed the
problem you're seeing.

On 5/1/07, Jesse Vincent <jesse at bestpractical.com> wrote:
> Hm. Having just tested, this patch breaks
>
> sh-2.05b# export PERL5LIB=/opt/rt3/lib
> sh-2.05b# prove -lv t/ArticleCollection_Overlay.pm.t
>
> for me.
>
>
>
> On Apr 28, 2007, at 2:48 AM, Dirk Pape wrote:
>
> > http://page.mi.fu-berlin.de/~pape/rt3/patches/rtfm/2.2.0RC5/
> > artice_cf_search.patch
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Wed May 16 00:44:56 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 16 May 2007 00:44:56 -0400
Subject: [rt-users] Regex for ExtractCustomFieldValue
Message-ID: <464A8C48.9080103@yahoo.com>

I'm testing this out but am weak on the Regex front.  The value I'm going to be
extracting from emails is on a line that looks like
CUSTOMER ENVIRONMENT customer_name

The customer_name will never have spaces

Would the Regex be
CUSTOMER ENVIRONMENT\s+(\w)

If not, could someone help me out?

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


From torsten.brumm at googlemail.com  Wed May 16 02:43:29 2007
From: torsten.brumm at googlemail.com (Torsten Brumm)
Date: Wed, 16 May 2007 08:43:29 +0200
Subject: [rt-users] simple one I think...
In-Reply-To: <19D938D7DBF96940829914A3039A3DBE0776DE8F@bblvmail.LEHR1.com>
References: <19D938D7DBF96940829914A3039A3DBE0776DE8F@bblvmail.LEHR1.com>
Message-ID: <bdbd084b0705152343x157fcd5fi29df477cde4b35b@mail.gmail.com>

I think, you can remove this edit button by removing the right to edit saved
searches.

Torsten

2007/5/15, Christopher Moughan <cmoughan at bbinslv.com>:
>
>  Howdy All,
>
> I am not a programmer, and the advice I have received so far has been
> great. I am having trouble locating where to edit the headers for the main
> page.
>
> ie..
>
>
>
> ^                  10 Highest Priority Tickets I
> Own                                                                  *Edit
> *
>
> * *
>
> * *
>
> I want to remove the "EDIT" part from these toolbars.
>
>
> I can't find the location to remove the EDIT part?
>
>
>
> Any help??
>
>
>
> Christopher Moughan
>
> System Administrator
>
> Brown & Brown Lehigh Valley
>
> 268 Brodhead Road
>
> Bethlehem, PA 18017
>
>
>
> Office 610-694-1814
>
>
>
> Fax 610-974-9791
>
>
>
>
>
>
>
>
>
>
>
>
>
> *IMPORTANT:  *Insurance coverage can not be bound, amended or changed via
> voicemail, facsimile or Email message without confirmation from an
> authorized Brown & Brown representative.
>
> *NOTICE:* The information contained in this electronic message is legally
> privileged and confidential and is intended for the use of the individual or
> entity named above. If the reader of this message is not the intended
> recipient, you are hereby notified that any dissemination, distribution or
> copy of this message is strictly prohibited. If you have received this
> communication in error, please contact the sender by reply email and destroy
> all electronic and printed copies of this message.
>
>
>
>
>
>
>
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
MFG

Torsten Brumm

http://www.torsten-brumm.de
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From diablo at roedu.net  Wed May 16 03:40:09 2007
From: diablo at roedu.net (Subredu Manuel)
Date: Wed, 16 May 2007 10:40:09 +0300
Subject: [rt-users] RTx::EmailCompletion 0.02
In-Reply-To: <742e684f0705150159y262b3feawc3acbdeabbc8c1ae@mail.gmail.com>
References: <742e684f0705150159y262b3feawc3acbdeabbc8c1ae@mail.gmail.com>
Message-ID: <464AB559.3030609@roedu.net>

 Nice tool. But I do not find the point of choosing from _all_ email
addresses in the database. I changed in Ajax/EmailCompletion, from LIKE
in STARTSWITH since I find it more useful this way.
 Maybe a configuration item should be added to set the behavior to LIKE
or STARTSWITH ;)

Nicolas Chuche wrote:
> Hi,
> 
> RTx::EmailCompletion 0.02 just hit cpan :
> http://search.cpan.org/~nchuche/RTx-EmailCompletion-0.02/
> 
> -+-+-+-+-+-+-
> Changes for 0.02
> 
>  * allow email completion for unprivileged users (disable by
> default). See README
>  * add debugging tools to find input tags found by emailcompletion.js
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
> a copy at http://rtbook.bestpractical.com


From nicolas.chuche at barna.be  Wed May 16 04:39:40 2007
From: nicolas.chuche at barna.be (Nicolas Chuche)
Date: Wed, 16 May 2007 10:39:40 +0200
Subject: [rt-users] RTx::EmailCompletion 0.02
In-Reply-To: <464AB559.3030609@roedu.net>
References: <742e684f0705150159y262b3feawc3acbdeabbc8c1ae@mail.gmail.com>
	<464AB559.3030609@roedu.net>
Message-ID: <742e684f0705160139q2b72edc5wb51adeb4dde1abec@mail.gmail.com>

On 5/16/07, Subredu Manuel <diablo at roedu.net> wrote:
>  Nice tool. But I do not find the point of choosing from _all_ email
> addresses in the database.

What kind of subset do you need ?

> I changed in Ajax/EmailCompletion, from LIKE
> in STARTSWITH since I find it more useful this way.

Here our mail are firstname.lastname at my.corp.net and i like to be able
to find people with just the lastname.

>  Maybe a configuration item should be added to set the behavior to LIKE
> or STARTSWITH ;)

Hum. Why not.


From kgn at billetnet.dk  Wed May 16 04:41:26 2007
From: kgn at billetnet.dk (Kim G. Nielsen)
Date: Wed, 16 May 2007 10:41:26 +0200
Subject: [rt-users] Yet another mailgate problem: Could not load a valid user
Message-ID: <BE122FFAC4293147AB3563B0919ECAD9038DF520@mailduck.tmcopenhagen.local>

Hi All,

I have found alot of entries on google and this mailling list specifing
problems with mailgate. Most of them where solved with setting the
permissions on the queue and thats it.

I have the same problem but this time I have added all permissions so
everyone can do what they want (Just for debugging)

Anyway, if I create a ticket with:

# export RTSERVER=http://myhost/rt3/
# rt create -t ticket

I get an vi and is able to create tickets. 

But if I do a http://myhost/rt3/REST/1.0/NoAuth/mail-gateway all I get
is "not ok - Could not load a valid user". I have traced the error
message to mail-gateway line 73 and back to
RT::Interface::Email::Gateway and for some reason the $CurrentUser is
empty. Now, I connect as a anonymous web user and have set the paremeter
in RT_SiteConfig.pm to Set($WebExternalAuto , 1); (But no user is
created) and I have even tried to setup $WebExternalAuth and
$WebFallbackToInternalAuth

My log file:

[SNIP]
[Wed May 16 08:48:52 2007] [warning]: Encode::Guess failed: ; fallback
to iso-8859-1 (/usr/local//lib/RT/I18N.pm:414)
[Wed May 16 08:48:52 2007] [warning]: Encode::Guess failed: ; fallback
to iso-8859-1 (/usr/local//lib/RT/I18N.pm:414)
[Wed May 16 08:48:52 2007] [error]: Could not record email: Could not
load a valid user
(/usr/local/share/html/REST/1.0/NoAuth/mail-gateway:73)

Running with rt-3.6.3 and sendmail 8.13 on Fedora 6 (and its installed
by and and make testdeps is not missing any dependencies)

Hope someone can shed some light on this, thanks :)

Best regards
Kim


From diablo at roedu.net  Wed May 16 05:10:17 2007
From: diablo at roedu.net (Subredu Manuel)
Date: Wed, 16 May 2007 12:10:17 +0300
Subject: [rt-users] RTx::EmailCompletion 0.02
In-Reply-To: <742e684f0705160139q2b72edc5wb51adeb4dde1abec@mail.gmail.com>
References: <742e684f0705150159y262b3feawc3acbdeabbc8c1ae@mail.gmail.com>	
	<464AB559.3030609@roedu.net>
	<742e684f0705160139q2b72edc5wb51adeb4dde1abec@mail.gmail.com>
Message-ID: <464ACA79.5030409@roedu.net>



Nicolas Chuche wrote:
>> I changed in Ajax/EmailCompletion, from LIKE
>> in STARTSWITH since I find it more useful this way.
> 
> Here our mail are firstname.lastname at my.corp.net and i like to be able
> to find people with just the lastname.

 ofc. Anyone has the right to make a extension for him, and eventually
make it available for other people.

> 
>>  Maybe a configuration item should be added to set the behavior to LIKE
>> or STARTSWITH ;)
> 
> Hum. Why not.

 I'm thinking that the best way to do this, is to have a configuration
variable with all the values supported by DBIx::SearchBuilder. Example:

 # Currently, the values supported by this parameter are the ones from
 # DBIx::SearchBuilder man page:
 #  *) LIKE
 #  *) STARTSWITH
 #  *) ENDSWITH
 #  *) MATCHES
 # See the DBIx::SearchBuilder man page for details related to this
 # parameters
 Set($EmailCompletionSearch,"LIKE");


PS: If LIKE is used, % -es are redundant, since DBIx::SearchBuilder adds
them when LIKE, STARTSWITH and ENDSWITH are used.


From theillien at yahoo.com  Wed May 16 05:18:43 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 16 May 2007 05:18:43 -0400
Subject: [rt-users] Adding something to Elements/Header
Message-ID: <464ACC73.8080403@yahoo.com>

I know nothing of CGI and Mason and whatnot so I don't know how to do this
exactly.  I've sorted a little bit out.  I want to add a timestamp to the header
which will be centered above the bar that holds the text such as 'RT at a
glance' or 'Query Builder'.  So far I have it formatted using
% my %months = (
%       1  => "January",
%       2  => "February",
%       3  => "March",
%       4  => "April",
%       5  => "May",
%       6  => "June",
%       7  => "July",
%       8  => "August",
%       9  => "September",
%       10 => "October",
%       11 => "November",
%       12 => "December");

% my ($second, $minute, $hour, $day_in_month, $month, $year) = (localtime) [0..5];
% $year += 1900;
% printf "%9s%3s,%5s%3s:%2d:%2d", "$months{$month}", "$day_in_month", "$year",
"$hour", "$minute", "$second";

I just don't know how to format it like HTML.  How can I center it and place it
directly above the bar instead of floating at the top of the page?  I'd also
like to be able to manipulate the font.  Can anyone provide insight?

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


From diablo at roedu.net  Wed May 16 05:25:13 2007
From: diablo at roedu.net (Subredu Manuel)
Date: Wed, 16 May 2007 12:25:13 +0300
Subject: [rt-users] Adding something to Elements/Header
In-Reply-To: <464ACC73.8080403@yahoo.com>
References: <464ACC73.8080403@yahoo.com>
Message-ID: <464ACDF9.9050501@roedu.net>



Mathew Snyder wrote:
> I know nothing of CGI and Mason and whatnot so I don't know how to do this
> exactly.  I've sorted a little bit out.  I want to add a timestamp to the header
> which will be centered above the bar that holds the text such as 'RT at a
> glance' or 'Query Builder'.  So far I have it formatted using
> % my %months = (
> %       1  => "January",
> %       2  => "February",
> %       3  => "March",
> %       4  => "April",
> %       5  => "May",
> %       6  => "June",
> %       7  => "July",
> %       8  => "August",
> %       9  => "September",
> %       10 => "October",
> %       11 => "November",
> %       12 => "December");
> 
> % my ($second, $minute, $hour, $day_in_month, $month, $year) = (localtime) [0..5];
> % $year += 1900;
> % printf "%9s%3s,%5s%3s:%2d:%2d", "$months{$month}", "$day_in_month", "$year",
> "$hour", "$minute", "$second";
> 
> I just don't know how to format it like HTML.  How can I center it and place it
> directly above the bar instead of floating at the top of the page?  I'd also
> like to be able to manipulate the font.  Can anyone provide insight?

 The right way is to put your modifications inside a div, and manipulate
the visual details from the css.

PS_1: The perl code is very ugly :)
PS_2: when using localtime, remember that the month is a integer in
0..11 range.
PS_3: if you use hashes, use references.

> 
> Thanks,
> Mathew


From diablo at roedu.net  Wed May 16 05:30:16 2007
From: diablo at roedu.net (Subredu Manuel)
Date: Wed, 16 May 2007 12:30:16 +0300
Subject: [rt-users] Adding something to Elements/Header
In-Reply-To: <464ACC73.8080403@yahoo.com>
References: <464ACC73.8080403@yahoo.com>
Message-ID: <464ACF28.8050400@roedu.net>

 Sorry, I could not help it :P

 my $months = {
  0 => 'January',
  1 => 'February',
  2 => 'March',
  3 => 'April',
  4 => 'May',
  5 => 'June',
  6 => 'July',
  7 => 'August',
  8 => 'September',
  9 => 'October',
 10 => 'November',
 11 => 'December',
};

my @dt = localtime;
$dt[5] += 1900;
print sprintf q{%9s%3s,%5s%3s:%2d:%2d},
        $months->{$dt[4]},
        $dt[3],
        $dt[5],
        $dt[2],
        $dt[1],
        $dt[0];

Do you think it looks better ?

Mathew Snyder wrote:
> I know nothing of CGI and Mason and whatnot so I don't know how to do this
> exactly.  I've sorted a little bit out.  I want to add a timestamp to the header
> which will be centered above the bar that holds the text such as 'RT at a
> glance' or 'Query Builder'.  So far I have it formatted using
> % my %months = (
> %       1  => "January",
> %       2  => "February",
> %       3  => "March",
> %       4  => "April",
> %       5  => "May",
> %       6  => "June",
> %       7  => "July",
> %       8  => "August",
> %       9  => "September",
> %       10 => "October",
> %       11 => "November",
> %       12 => "December");
> 
> % my ($second, $minute, $hour, $day_in_month, $month, $year) = (localtime) [0..5];
> % $year += 1900;
> % printf "%9s%3s,%5s%3s:%2d:%2d", "$months{$month}", "$day_in_month", "$year",
> "$hour", "$minute", "$second";
> 
> I just don't know how to format it like HTML.  How can I center it and place it
> directly above the bar instead of floating at the top of the page?  I'd also
> like to be able to manipulate the font.  Can anyone provide insight?
> 
> Thanks,
> Mathew


From theillien at yahoo.com  Wed May 16 05:52:56 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 16 May 2007 05:52:56 -0400
Subject: [rt-users] Adding something to Elements/Header
In-Reply-To: <464ACF28.8050400@roedu.net>
References: <464ACC73.8080403@yahoo.com> <464ACF28.8050400@roedu.net>
Message-ID: <464AD478.5030402@yahoo.com>

Subredu Manuel wrote:
>  Sorry, I could not help it :P
> 
>  my $months = {
>   0 => 'January',
>   1 => 'February',
>   2 => 'March',
>   3 => 'April',
>   4 => 'May',
>   5 => 'June',
>   6 => 'July',
>   7 => 'August',
>   8 => 'September',
>   9 => 'October',
>  10 => 'November',
>  11 => 'December',
> };
> 
> my @dt = localtime;
> $dt[5] += 1900;
> print sprintf q{%9s%3s,%5s%3s:%2d:%2d},
>         $months->{$dt[4]},
>         $dt[3],
>         $dt[5],
>         $dt[2],
>         $dt[1],
>         $dt[0];
> 
> Do you think it looks better ?
> 
> Mathew Snyder wrote:
>> I know nothing of CGI and Mason and whatnot so I don't know how to do this
>> exactly.  I've sorted a little bit out.  I want to add a timestamp to the header
>> which will be centered above the bar that holds the text such as 'RT at a
>> glance' or 'Query Builder'.  So far I have it formatted using
>> % my %months = (
>> %       1  => "January",
>> %       2  => "February",
>> %       3  => "March",
>> %       4  => "April",
>> %       5  => "May",
>> %       6  => "June",
>> %       7  => "July",
>> %       8  => "August",
>> %       9  => "September",
>> %       10 => "October",
>> %       11 => "November",
>> %       12 => "December");
>>
>> % my ($second, $minute, $hour, $day_in_month, $month, $year) = (localtime) [0..5];
>> % $year += 1900;
>> % printf "%9s%3s,%5s%3s:%2d:%2d", "$months{$month}", "$day_in_month", "$year",
>> "$hour", "$minute", "$second";
>>
>> I just don't know how to format it like HTML.  How can I center it and place it
>> directly above the bar instead of floating at the top of the page?  I'd also
>> like to be able to manipulate the font.  Can anyone provide insight?
>>
>> Thanks,
>> Mathew
> 

I find it easier to read things side to side so I replace the months hash with
an array and just laid it out in a long 'qw//' way.  Using the sprintf doesn't
really improve things much over printf.

At any rate, I have no idea how to format a <div> block.  Any help would be
appreciated.

Mathew


From diablo at roedu.net  Wed May 16 06:02:46 2007
From: diablo at roedu.net (Subredu Manuel)
Date: Wed, 16 May 2007 13:02:46 +0300
Subject: [rt-users] Adding something to Elements/Header
In-Reply-To: <464AD478.5030402@yahoo.com>
References: <464ACC73.8080403@yahoo.com> <464ACF28.8050400@roedu.net>
	<464AD478.5030402@yahoo.com>
Message-ID: <464AD6C6.7080808@roedu.net>



Mathew Snyder wrote:
> I find it easier to read things side to side so I replace the months hash with
> an array and just laid it out in a long 'qw//' way.  Using the sprintf doesn't
> really improve things much over printf.

 your choice :) I was just telling you my opinion.

> 
> At any rate, I have no idea how to format a <div> block.  Any help would be
> appreciated.

 You just print the time information you need inside a div block, and
then read the css documentation :)


html code:
 <div id="custom-time-addon">
  <p>2007 10 01, 10:10:10</p>
 </div>

css:

 div#custom-time-addon {
  float: right;
  color: red;
 };

More information you can find on http://www.w3schools.com (learn css),
or into the official css specifications from w3c


From BKO at schilling.dk  Wed May 16 06:38:29 2007
From: BKO at schilling.dk (Brian Kjelin Olsen)
Date: Wed, 16 May 2007 12:38:29 +0200
Subject: =?iso-8859-1?Q?SV=3A_=5Brt-users=5D_Charset_error_in_subject_when_using_D?=
	=?iso-8859-1?Q?anish_letters_=28=E6=F8=E5_/_=C6=D8=C5=29_?=
Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F786C@mia>

Hi Jesse

I'm sorry that this reply was delayed, but several other tasks were impediment for continuing this issue. Nevertheless, it is still an issue we haven't bin able to solve even though several people have suggested changes of various settings.

You asked for the Perl and Mime version and about the database and webui setup.
- MimeTools version is: 5.420. The encode version was: 2.01 but is upgraded to 2.20
- Perl version is: v5.8.5 built for i386-linux-thread-multi
- DB (Oracle) and webui looks alright - no strange conversions...

Everything looks right - except for the subject in e-mails returned from RT... 
There are no problems with Danish letters in the mail body.

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

-----Oprindelig meddelelse-----
Fra: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sendt: 25. april 2007 15:40
Til: Brian Kjelin Olsen
Cc: RT Users
Emne: Re: [rt-users] Charset error in subject when using Danish letters (??? / ???) 


On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote:

> During our correspondence with our customers by mail through the RT  
> system, the Danish letters (??? / ???) is getting unreadable when  
> they are placed in the subject.
> Any ideas would be most welcome.
>
> Example:         "Subject: Fwd: [support.schilling.dk #120841]  
> S??gefunktion p?? kunde. ??BLEGR??D?? - ??blegr??d??"
> Correct subject: "Subject: Fwd: [support.schilling.dk #120841]  
> S?gefunktion p? kunde. ?BLEGR?D? - ?blegr?d?"
>


What Perl version are you running? Are you current on MIME::Tools and  
Encode? Is it right in the database and/or webui?




From pape-rt at inf.fu-berlin.de  Wed May 16 07:35:21 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 16 May 2007 13:35:21 +0200
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: <589c94400705152055i4938b570i613797c4644c16a0@mail.gmail.com>
References: <DE8A8F0B5BA92440A31FDA68@192.168.1.7>	
	<C04202D9-2AC1-45B9-B5EA-2F59A691EA87@bestpractical.com>
	<589c94400705152055i4938b570i613797c4644c16a0@mail.gmail.com>
Message-ID: <3EE4C5ECBA8305F4D7BEFE5A@idefix.mi.fu-berlin.de>

Thanks Ruslan,

can you give me the URL for the latest svn trunk for RTFM. Sorry if I am 
only blind to find it. Did Jesse mention, it resides in RTIR?

Regards,
Dirk.

--Am 16. Mai 2007 07:55:55 +0400 schrieb Ruslan Zakirov 
<ruz at bestpractical.com>:

> Dirk, could please try the latest svn code, I hope I've fixed the
> problem you're seeing.



-- 
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 indy at civ.zcu.cz  Wed May 16 09:31:18 2007
From: indy at civ.zcu.cz (Petr Grolmus)
Date: Wed, 16 May 2007 15:31:18 +0200 (CEST)
Subject: [rt-users] http vs https problem
In-Reply-To: <464A0E51.2000209@bluegecko.net>
Message-ID: <Pine.LNX.4.44.0705161501090.26517-100000@nemesis>

Hello,

it seems neither the upgrade to RT 3.6.3 nor comment out the
line "$uri->port($ENV{'SERVER_PORT'});" in Web.pm helped at all. The
latter has a really weird behavior ;) If in RT_SiteConfig.pm is the
version with "https":

Set($WebBaseURL , "https://rtest2.zcu.cz");

then on non-https port (after the click on mentioned submit buttons) it
redirects page to https port (but now without an alert ;-) and vice versa...

I tried to make some experiments and I figured out this "hack" that
seems working... in RT/Interface/Web.pm I replaced the line:

    $HTML::Mason::Commands::m->redirect($uri->canonical);

with next code:

    my $my_redirect = $uri->canonical;
    if ($ENV{'SERVER_PORT'} == 80) {
       $my_redirect =~ s/^https/http/;
    }
    $HTML::Mason::Commands::m->redirect($my_redirect);

It's really dirty hack... but it's working with my settings...

Petr Grolmus


> We ran into that problem as well and we fixed it via this hackish-ness:
>
> in RT/Interface/Web.pm . At around line 194 you will see something that
> looks like this:
>
>     if ($uri->host  eq $server_uri->host &
>         $uri->port eq $server_uri->port) {
>             $uri->host($ENV{'HTTP_HOST'});
>             # $uri->port($ENV{'SERVER_PORT'});
>     }
>
> Make sure that "$uri->port($ENV{'SERVER_PORT'});" is commented out.
>
> If you look at what the webclient is being told to access, it ends up
> being something like "https://<yoursite>:80"- which fails.  I doubt this
> is the correct way to fix this problem, but after it started working we
> kinda lost interest ...

--------------------------------------------------------------------------
 Petr Grolmus

 Laboratory for Computer Science
 University of West Bohemia
 Univerzitni 20, 306 14 Pilsen                      Tel.: +420 377 632 851
 Czech Republic                                    E-mail: indy at civ.zcu.cz
--------------------------------------------------------------------------



From gleduc at mail.sdsu.edu  Wed May 16 11:20:46 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 16 May 2007 08:20:46 -0700
Subject: [rt-users] Regex for ExtractCustomFieldValue
In-Reply-To: <464A8C48.9080103@yahoo.com>
References: <464A8C48.9080103@yahoo.com>
Message-ID: <6.2.1.2.2.20070516081830.02d462b8@mail.sdsu.edu>

I think I'd put a + after the \w to match 1 or more "word" characters, like so:
   /CUSTOMER ENVIRONMENT\s+(\w+)/

At 09:44 PM 5/15/2007, Mathew Snyder wrote:
>I'm testing this out but am weak on the Regex front.  The value I'm going 
>to be
>extracting from emails is on a line that looks like
>CUSTOMER ENVIRONMENT customer_name
>
>The customer_name will never have spaces
>
>Would the Regex be
>CUSTOMER ENVIRONMENT\s+(\w)
>
>If not, could someone help me out?
>
>Mathew
>--
>Keep up with me and what I'm up to: http://theillien.blogspot.com
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


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



From gleduc at mail.sdsu.edu  Wed May 16 12:24:58 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 16 May 2007 09:24:58 -0700
Subject: [rt-users] Overlays question
Message-ID: <6.2.1.2.2.20070516091656.02bef3c8@mail.sdsu.edu>

Hi All,

I have a question about using overlays to override code in the base 
distribution.  If I want to replace a specific method in a class that's 
defined in lib/RT/xyz.pm, does my local/lib/RT/xyz.pm file need to be a 
copy of the original with the new code inserted (and all of the unchanged 
code intact), or can it contain just the modified method 
definition?  Obviously I'm not real clear on how overlays work and the book 
doesn't touch on this very much.

Thanks,
Gene



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



From jesse at bestpractical.com  Wed May 16 12:27:10 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 May 2007 12:27:10 -0400
Subject: [rt-users] Overlays question
In-Reply-To: <6.2.1.2.2.20070516091656.02bef3c8@mail.sdsu.edu>
References: <6.2.1.2.2.20070516091656.02bef3c8@mail.sdsu.edu>
Message-ID: <D6759697-286C-4E87-B9CA-9874729FD69C@bestpractical.com>


On May 16, 2007, at 12:24 PM, Gene LeDuc wrote:

> Hi All,
>
> I have a question about using overlays to override code in the base  
> distribution.  If I want to replace a specific method in a class  
> that's defined in lib/RT/xyz.pm, does my local/lib/RT/xyz.pm file  
> need to be a copy of the original with the new code inserted (and  
> all of the unchanged code intact), or can it contain just the  
> modified method definition?  Obviously I'm not real clear on how  
> overlays work and the book doesn't touch on this very much.
>
It should include JUST the modified method definition. Don't ever  
copy and paste extra code.

Jesse

> Thanks,
> Gene
>
>
>
> -- 
> 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
>

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From jesse at bestpractical.com  Wed May 16 12:33:10 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 May 2007 12:33:10 -0400
Subject: [rt-users] Yet another mailgate problem: Could not load a valid
	user
In-Reply-To: <BE122FFAC4293147AB3563B0919ECAD9038DF520@mailduck.tmcopenhagen.local>
References: <BE122FFAC4293147AB3563B0919ECAD9038DF520@mailduck.tmcopenhagen.local>
Message-ID: <BD8872AC-E0A4-4F42-9AC8-EF52F01653DA@bestpractical.com>


On May 16, 2007, at 4:41 AM, Kim G. Nielsen wrote:

> Hi All,
>
> I have found alot of entries on google and this mailling list  
> specifing
> problems with mailgate. Most of them where solved with setting the
> permissions on the queue and thats it.
>
> I have the same problem but this time I have added all permissions so
> everyone can do what they want (Just for debugging)
>
> Anyway, if I create a ticket with:
>
> # export RTSERVER=http://myhost/rt3/
> # rt create -t ticket
>
> I get an vi and is able to create tickets.
>
> But if I do a http://myhost/rt3/REST/1.0/NoAuth/mail-gateway all I get
> is "not ok - Could not load a valid user". I have traced the error
> message to mail-gateway line 73 and back to
> RT::Interface::Email::Gateway and for some reason the $CurrentUser is
> empty. Now, I connect as a anonymous web user and have set the  
> paremeter
> in RT_SiteConfig.pm to Set($WebExternalAuto , 1); (But no user is
> created) and I have even tried to setup $WebExternalAuth and
> $WebFallbackToInternalAuth

What rights have you granted 'Everybody' and 'Unprivileged'?

>
> My log file:
>
> [SNIP]
> [Wed May 16 08:48:52 2007] [warning]: Encode::Guess failed: ; fallback
> to iso-8859-1 (/usr/local//lib/RT/I18N.pm:414)
> [Wed May 16 08:48:52 2007] [warning]: Encode::Guess failed: ; fallback
> to iso-8859-1 (/usr/local//lib/RT/I18N.pm:414)
> [Wed May 16 08:48:52 2007] [error]: Could not record email: Could not
> load a valid user
> (/usr/local/share/html/REST/1.0/NoAuth/mail-gateway:73)
>
> Running with rt-3.6.3 and sendmail 8.13 on Fedora 6 (and its installed
> by and and make testdeps is not missing any dependencies)
>
> Hope someone can shed some light on this, thanks :)
>
> Best regards
> Kim
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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From jesse at bestpractical.com  Wed May 16 12:35:19 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 May 2007 12:35:19 -0400
Subject: =?ISO-8859-1?Q?Re:_SV:_[rt-users]_Charset_error_in_subject_when_?=
	=?ISO-8859-1?Q?using_Danish_letters_=28=E6=F8=E5_/_=C6=D8=C5=29_?=
In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F786C@mia>
References: <60E7170809C4FC4E825DDF39B7ECDE749F786C@mia>
Message-ID: <4463DE05-1ABE-40EE-A448-36CD094EB8E3@bestpractical.com>


On May 16, 2007, at 6:38 AM, Brian Kjelin Olsen wrote:

> Hi Jesse
>
> I'm sorry that this reply was delayed, but several other tasks were  
> impediment for continuing this issue. Nevertheless, it is still an  
> issue we haven't bin able to solve even though several people have  
> suggested changes of various settings.
>
> You asked for the Perl and Mime version and about the database and  
> webui setup.
> - MimeTools version is: 5.420. The encode version was: 2.01 but is  
> upgraded to 2.20
> - Perl version is: v5.8.5 built for i386-linux-thread-multi
> - DB (Oracle) and webui looks alright - no strange conversions...
>
> Everything looks right - except for the subject in e-mails returned  
> from RT...
> There are no problems with Danish letters in the mail body.

Has anyone else seen this issue? (Finding commonalities would help  
track it down)


> Med venlig hilsen / Best regards
> Brian Kjelin Olsen
> Schilling A/S
>
> -----Oprindelig meddelelse-----
> Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sendt: 25. april 2007 15:40
> Til: Brian Kjelin Olsen
> Cc: RT Users
> Emne: Re: [rt-users] Charset error in subject when using Danish  
> letters (??? / ???)
>
>
> On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote:
>
>> During our correspondence with our customers by mail through the RT
>> system, the Danish letters (??? / ???) is getting unreadable when
>> they are placed in the subject.
>> Any ideas would be most welcome.
>>
>> Example:         "Subject: Fwd: [support.schilling.dk #120841]
>> S??gefunktion p?? kunde. ??BLEGR??D?? - ??blegr??d??"
>> Correct subject: "Subject: Fwd: [support.schilling.dk #120841]
>> S?gefunktion p? kunde. ?BLEGR?D? - ?blegr?d?"
>>
>
>
> What Perl version are you running? Are you current on MIME::Tools and
> Encode? Is it right in the database and/or webui?
>
>

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From Sal.Baytalskiy at AIG.com  Wed May 16 12:36:30 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Wed, 16 May 2007 11:36:30 -0500
Subject: [rt-users] migrating to Oracle 10g
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB059C5140@xlivmbx34.aig.com>

Hey everyone!
I'm being forced to migrate RT 3.6.3 from MySQL 5.0.41 Community Server to
Oracle 10g.
You know, infinite levels of corporate paranoya and such...
But in any event, i've searched the Wiki and found very little on the
subject. I did download and installed the Oracle Migration Workbench tool
and successfully connected to my MySQL instance.
Am i better off creating the DB from scratch as part of RT install (i'll
also be migrating RT itself to another box) or is it better to perform an
actual migration of the whole MySQL DB, including the data, to Oracle via
the migration tool?
Has anyone done this type of a migration in the past?
 
Also, i'm concerned about installing extensions such as RTFM and AT with
Oracle. I know the schemas exist but is the installation process different?
Do i need to manually load the schemas first? The Oracle DB will be sitting
on another box than RT. Does this matter?
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From rwerner at usscript.com  Wed May 16 12:33:22 2007
From: rwerner at usscript.com (Robert G. Werner)
Date: Wed, 16 May 2007 09:33:22 -0700
Subject: [rt-users] CommandByMail Extension
In-Reply-To: <4649D173.7040803@mds.gov.br>
References: <7314881427FC8A4081673E8CEEA79249044E35A6@EXMIAMI01.compupay.com>	<460D80F2.2050206@gmail.com>	<7314881427FC8A4081673E8CEEA79249044E35A9@EXMIAMI01.compupay.com>
	<4649D173.7040803@mds.gov.br>
Message-ID: <464B3252.4080206@usscript.com>

Jos?? de Paula Eufr??sio J??nior wrote:
[snip]
> But I have other fields, like CF.{Classifica????????o do Chamado} that are
> not working with the CommandByMail extension. No log messages,
> nothing, it just don't execute the command. I have two theories:
> 
> 1) The extension has some problem with the field name using
> spaces/special/non-ascii characters
[snip]
My intuition would suggest #1.  The field parser is pretty naive.  I 
had trouble with it trying to parse Disclaimer: text in empty email 
messages and wrote an email filter to pre-process the messages.

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

559.244.3734

Atlanta makes it against the law to tie a giraffe to a telephone pole
or street lamp.


From ruz at bestpractical.com  Wed May 16 12:50:14 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Wed, 16 May 2007 20:50:14 +0400
Subject: [rt-users] CommandByMail Extension
In-Reply-To: <464B3252.4080206@usscript.com>
References: <7314881427FC8A4081673E8CEEA79249044E35A6@EXMIAMI01.compupay.com>
	<460D80F2.2050206@gmail.com>
	<7314881427FC8A4081673E8CEEA79249044E35A9@EXMIAMI01.compupay.com>
	<4649D173.7040803@mds.gov.br> <464B3252.4080206@usscript.com>
Message-ID: <589c94400705160950nb3b7204o408c83c4103b9629@mail.gmail.com>

I agree that it's most probably an issue with encodings, but I don't
when we'll have time to fix it, so patches are welcome.

On 5/16/07, Robert G. Werner <rwerner at usscript.com> wrote:
> Jos? de Paula Eufr?sio J?nior wrote:
> [snip]
> > But I have other fields, like CF.{Classifica????o do Chamado} that are
> > not working with the CommandByMail extension. No log messages,
> > nothing, it just don't execute the command. I have two theories:
> >
> > 1) The extension has some problem with the field name using
> > spaces/special/non-ascii characters
> [snip]
> My intuition would suggest #1.  The field parser is pretty naive.  I
> had trouble with it trying to parse Disclaimer: text in empty email
> messages and wrote an email filter to pre-process the messages.
>
> --
> Robert G. Werner (Network Systems Administrator)
> rwerner at usscript.com
>
> 559.244.3734
>
> Atlanta makes it against the law to tie a giraffe to a telephone pole
> or street lamp.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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  Wed May 16 13:50:43 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 May 2007 13:50:43 -0400
Subject: [rt-users] Your most complex ticket searches?
Message-ID: <52823D30-718E-4012-A9D1-D1D47403ABA5@bestpractical.com>

RT's search UI allows some incredibly complex search queries, but we  
have no idea how much you guys are using it in the field.

What are the searches you're performing every day? What's the most  
complex thing you've done with the query builder?

Just build your query, hit "advanced" and copy and paste the query  
into a reply to this message. Be sure to tell us what you were  
searching for in plain English, too.

Jesse
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From diablo at roedu.net  Wed May 16 16:34:55 2007
From: diablo at roedu.net (Subredu Manuel)
Date: Wed, 16 May 2007 23:34:55 +0300
Subject: [rt-users] Your most complex ticket searches?
In-Reply-To: <52823D30-718E-4012-A9D1-D1D47403ABA5@bestpractical.com>
References: <52823D30-718E-4012-A9D1-D1D47403ABA5@bestpractical.com>
Message-ID: <464B6AEF.3070504@roedu.net>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1


 Hi Jesse,

 our most complex query is related to a custom report tool, those
purpose is to search for all tickets within a time period on a given
queue. The query looks like this:


'Queue = \'General\' AND ((Status = "open" AND Started >= "2007-04-01"
AND Started <= "2007-05-31") OR (Status = "new" AND Created >=
"2007-04-01" AND Created <= "2007-05-31") OR (Status = "stalled" AND
LastUpdated >= "2007-04-01" AND LastUpdated <= "2007-05-31") OR (Status
= "resolved" AND Resolved >= "2007-04-01" AND Resolved <= "2007-05-31")
OR (Status = "rejected" AND LastUpdated >= "2007-04-01" AND LastUpdated
<= "2007-05-31"))'

Jesse Vincent wrote:
> RT's search UI allows some incredibly complex search queries, but we
> have no idea how much you guys are using it in the field.
> 
> What are the searches you're performing every day? What's the most
> complex thing you've done with the query builder?
> 
> Just build your query, hit "advanced" and copy and paste the query into
> a reply to this message. Be sure to tell us what you were searching for
> in plain English, too.
> 
> 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
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=LDAS
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From nicolas.chuche at barna.be  Wed May 16 16:50:04 2007
From: nicolas.chuche at barna.be (Nicolas Chuche)
Date: Wed, 16 May 2007 22:50:04 +0200
Subject: [rt-users] RTx::Calendar 0.04
Message-ID: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>

Hello,

I've just upload RTx::Calendar 0.04 on CPAN :

http://search.cpan.org/~nchuche/RTx-Calendar-0.04/

Changes for 0.04

  * should work with rt 3.6.0 and seems to work with 3.7.2
  * display Starts date by default
  * you can use Format to display dates you want (Created, Started,
Due, Starts, ...)
  * if a saved search is named "calendar", use it for the default
Calendar.html and for the portlet
  * fix a bug in Prefs


From mikef at ack.berkeley.edu  Wed May 16 19:44:37 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Wed, 16 May 2007 16:44:37 -0700 (PDT)
Subject: [rt-users] 'Could not load a valid user' BUT: 'Everyone' privs are
	OK
Message-ID: <20070516162736.Q76606@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

I'm getting this error message from rt-mailgate:

   not ok - Could not load a valid user at /users/ist-rt/bin/rt-mailgate-real line 109, <> line 1.

when I run rt-mailgate with '--debug' from the command line. Yet I've 
given the 'Everyone' group rights to create and reply to tickets.

In fact, the RT database was copied over from another RT instance, so the 
entire configuration is the same.  Yet on the original RT instance, I have 
no trouble with rt-mailgate.

Could someone suggest other things besides the above-mentioned rights that 
could cause the 'could not load a valid user' message?

I should mention what is different in the new RT environment:

o  RT 3.6.3 instead of 3.4.5

o I run rt-mailgate from my own account on a 'virtual application server' 
that's on a different system than where RT is.

o The mail server receiving email for RT (on the aforementioned 'different 
system') is running exim, not sendmail.

In order for rt-mailgate to work, I must wrap it in a script that sets the 
PERL5LIB environment variable to point to all my local perl libraries, 
where, for example, Crypt::SSLeay is installed (needed by rt-mailgate 
because the RT URL is 'https').

That's why the above message refers to 'rt-mailgate-real', which is the 
'real' rt-mailgate, called by my wrapper script that's named 
'rt-mailgate'. (I did this because it's a headache to get the mail 
sysadmins to change the aliases, where I had already asked them to use 
'rt-mailgate').

Anyway, can you think of some reason I'm getting an error that normally 
would be associated with insufficient rights for unprivileged users? Are 
there other rights besides those of the 'Everyone' group I should be 
looking at?

Of course, since the rest of the configuration should be identical to that 
of the other RT instance that does work, I can't see that it's a rights 
issue.

Unless, naturally, I'm overlooking something.

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From Sal.Baytalskiy at AIG.com  Thu May 17 00:49:13 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Wed, 16 May 2007 23:49:13 -0500
Subject: [rt-users] Desperately ned Oracle help
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB059C54A7@xlivmbx34.aig.com>

Hey everyone!
As ive already mentioned - i'm being forced to use Oracle for my RT 3.6.3
instance.
Well, today i finally got an Oracle 10g instance up and loaded the
schema.Oracle file into it.
Did the ./configure for RT(./configure --prefix=/usr/local/rt3_ora
--with-db-type=Oracle --with-db-host=clorad1.example.com --with-db-port=1521
--with-db-rt-host=localhost --with-db-dba=rtusr --with-db-database=clorad1
--with-db-rt-user=rtusr --with-db-rt-pass=***** )
 
Everything was ok.
 
While doing make initialize-database i got this error: Unable to load
DBIx::SearchBuilder database handle for 'Oracle'.
 
Realized that i don't have DBD::Oracle installed, so i downloaded that from
CPAN and installed that.
There were errors during the install and i found a workaround to delete
-xarch=v9 from the Makefile. After that install finished.
 
Then i followed the Wiki and commented out the insert_schema() method call.
 
But i'm still getting errors trying to init the DB.
 
 
Test suggested by the Wiki (TWO_TASK=FOO perl -MDBI -le
'DBI->connect("DBI:Oracle:", "rt3", "rt3")') seems to be successful. Or at
least it doesn't give any errors.
 
This is the error i get while doing make initialize-database :
 
DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
DBI connect('CLORAD1;port=1521','rtusr',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME SERVER
SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103
Failed to connect to dbi:Oracle:CLORAD1;port=1521 as rtusr: Can't connect
using this syntax without specifying a HOST and one of SID INSTANCE_NAME
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103,
<STDIN> line 1.
make: *** [initialize-database] Error 255
 
 
PLEASE HELP !!!
 
Thanks in advance,
Sal.
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From theillien at yahoo.com  Thu May 17 05:10:24 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 17 May 2007 05:10:24 -0400
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>
Message-ID: <464C1C00.3090204@yahoo.com>

I've installed it via CPAN to my development environment and restarted apache.
I've re-logged into the UI but can't find it anywhere.  I'm using 3.6.3 with the
3.4-compat CSS.  Where should I be seeing this?

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


Nicolas Chuche wrote:
> Hello,
> 
> I've just upload RTx::Calendar 0.04 on CPAN :
> 
> http://search.cpan.org/~nchuche/RTx-Calendar-0.04/
> 
> Changes for 0.04
> 
>  * should work with rt 3.6.0 and seems to work with 3.7.2
>  * display Starts date by default
>  * you can use Format to display dates you want (Created, Started,
> Due, Starts, ...)
>  * if a saved search is named "calendar", use it for the default
> Calendar.html and for the portlet
>  * fix a bug in Prefs
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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 May 17 05:29:30 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 17 May 2007 05:29:30 -0400
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <742e684f0705170227s726df616x90d1e9450a1fe6f7@mail.gmail.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>	
	<464C1C00.3090204@yahoo.com>	
	<742e684f0705170216v20e7b8c7o45f40fafed9cecf6@mail.gmail.com>	
	<464C1F09.40704@yahoo.com>
	<742e684f0705170227s726df616x90d1e9450a1fe6f7@mail.gmail.com>
Message-ID: <464C207A.6040709@yahoo.com>

Nicolas Chuche wrote:
> On 5/17/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> I added it to RT_SiteConfig.pm but
>> 1. I still don't see it on the Query Builder page and
> 
> Is there a Calendar page in the Preferences item ?
>

No, no Calendar page under Preferences.  However, if I type Calendar.html into
the address bar I can get to it.

>> 2. After adding it via RT at a glance prefs I get an error:
>> System error
>> error:          Can't locate object method "from_recurrence" via package
> 
> Have you installed the module DateTime::Set ?
> 

Yes, it is up to date at v0.25


From theillien at yahoo.com  Thu May 17 05:43:02 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 17 May 2007 05:43:02 -0400
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <742e684f0705170227s726df616x90d1e9450a1fe6f7@mail.gmail.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>	
	<464C1C00.3090204@yahoo.com>	
	<742e684f0705170216v20e7b8c7o45f40fafed9cecf6@mail.gmail.com>	
	<464C1F09.40704@yahoo.com>
	<742e684f0705170227s726df616x90d1e9450a1fe6f7@mail.gmail.com>
Message-ID: <464C23A6.9020503@yahoo.com>

Nicolas Chuche wrote:
> On 5/17/07, Mathew Snyder <theillien at yahoo.com> wrote:
>> I added it to RT_SiteConfig.pm but
>> 1. I still don't see it on the Query Builder page and
> 
> Is there a Calendar page in the Preferences item ?
>

I was able to get this in place after I reset my umask to 022 and reinstalled
the extension from source instead of CPAN

>> 2. After adding it via RT at a glance prefs I get an error:
>> System error
>> error:          Can't locate object method "from_recurrence" via package
> 
> Have you installed the module DateTime::Set ?
> 

I'm still not able to see the calendar though, on the RT at a glance page.  It
still shows the error.  I also reinstalled DateTime::Set from source instead of
via CPAN but it hasn't helped

Mathew


From nicolas.chuche at barna.be  Thu May 17 06:01:44 2007
From: nicolas.chuche at barna.be (Nicolas Chuche)
Date: Thu, 17 May 2007 12:01:44 +0200
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <464C23A6.9020503@yahoo.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>
	<464C1C00.3090204@yahoo.com>
	<742e684f0705170216v20e7b8c7o45f40fafed9cecf6@mail.gmail.com>
	<464C1F09.40704@yahoo.com>
	<742e684f0705170227s726df616x90d1e9450a1fe6f7@mail.gmail.com>
	<464C23A6.9020503@yahoo.com>
Message-ID: <742e684f0705170301l321af336x7346df383af829cd@mail.gmail.com>

> I was able to get this in place after I reset my umask to 022 and reinstalled
> the extension from source instead of CPAN

weird !

> I'm still not able to see the calendar though, on the RT at a glance page.  It
> still shows the error.  I also reinstalled DateTime::Set from source instead of
> via CPAN but it hasn't helped

Could you try two things :

% perl -MDateTime::Set -le 'print $DateTime::Set::VERSION'
0.25

and

% perl -MDateTime::Set -le 'my $rec = DateTime::Set->from_recurrence();'
Not enough arguments in from_recurrence() at
/usr/local/share/perl/5.8.8/DateTime/Set.pm line 207.


From theillien at yahoo.com  Thu May 17 06:04:30 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 17 May 2007 06:04:30 -0400
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <742e684f0705170301l321af336x7346df383af829cd@mail.gmail.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>	
	<464C1C00.3090204@yahoo.com>	
	<742e684f0705170216v20e7b8c7o45f40fafed9cecf6@mail.gmail.com>	
	<464C1F09.40704@yahoo.com>	
	<742e684f0705170227s726df616x90d1e9450a1fe6f7@mail.gmail.com>	
	<464C23A6.9020503@yahoo.com>
	<742e684f0705170301l321af336x7346df383af829cd@mail.gmail.com>
Message-ID: <464C28AE.8010907@yahoo.com>

Nicolas Chuche wrote:
>> I was able to get this in place after I reset my umask to 022 and
>> reinstalled
>> the extension from source instead of CPAN
> 
> weird !
> 
>> I'm still not able to see the calendar though, on the RT at a glance
>> page.  It
>> still shows the error.  I also reinstalled DateTime::Set from source
>> instead of
>> via CPAN but it hasn't helped
> 
> Could you try two things :
> 
> % perl -MDateTime::Set -le 'print $DateTime::Set::VERSION'
> 0.25
> 
> and
> 
> % perl -MDateTime::Set -le 'my $rec = DateTime::Set->from_recurrence();'
> Not enough arguments in from_recurrence() at
> /usr/local/share/perl/5.8.8/DateTime/Set.pm line 207.
> 

[msnyder at rt-devel ~]# sudo perl -MDateTime::Set -le 'print $DateTime::Set::VERSION'
0.25
[msnyder at rt-devel ~]# sudo perl -MDateTime::Set -le 'my $rec =
DateTime::Set->from_recurrence();'
Not enough arguments in from_recurrence() at
/usr/lib/perl5/site_perl/5.8.8/DateTime/Set.pm line 207.


Mathew


From theillien at yahoo.com  Thu May 17 06:35:20 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 17 May 2007 06:35:20 -0400
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <742e684f0705170332j5c7a0ccbrb73eb0fabf0c5a1f@mail.gmail.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>	
	<464C1C00.3090204@yahoo.com>	
	<742e684f0705170216v20e7b8c7o45f40fafed9cecf6@mail.gmail.com>	
	<464C1F09.40704@yahoo.com>
	<742e684f0705170332j5c7a0ccbrb73eb0fabf0c5a1f@mail.gmail.com>
Message-ID: <464C2FE8.7040609@yahoo.com>

Nicolas Chuche wrote:
>> /usr/local/rt-3.6.3/share/html/Elements/MyCalendar line 54.^J') called at
> 
> This line seems strange. Could you search for weird character (like
> ^J) in MyCalendar file ?
> 

# use this to loop over days until $end
my $set = DateTime::Set->from_recurrence(
    next => sub { $_[0]->truncate( to => 'day' )->add( days => 1 ) }
);  <----Line 54


Mathew


From nicolas.chuche at barna.be  Thu May 17 06:32:19 2007
From: nicolas.chuche at barna.be (Nicolas Chuche)
Date: Thu, 17 May 2007 12:32:19 +0200
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <464C1F09.40704@yahoo.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>
	<464C1C00.3090204@yahoo.com>
	<742e684f0705170216v20e7b8c7o45f40fafed9cecf6@mail.gmail.com>
	<464C1F09.40704@yahoo.com>
Message-ID: <742e684f0705170332j5c7a0ccbrb73eb0fabf0c5a1f@mail.gmail.com>

> /usr/local/rt-3.6.3/share/html/Elements/MyCalendar line 54.^J') called at

This line seems strange. Could you search for weird character (like
^J) in MyCalendar file ?


From bestpractical at jon.limedaley.com  Thu May 17 06:42:50 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Thu, 17 May 2007 06:42:50 -0400 (EDT)
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.0705170640000.27853@orange.limedaley.com>

On Wed, 16 May 2007, Nicolas Chuche wrote:
> I've just upload RTx::Calendar 0.04 on CPAN :
>
> http://search.cpan.org/~nchuche/RTx-Calendar-0.04/
>
> Changes for 0.04
>
> * should work with rt 3.6.0 and seems to work with 3.7.2
> * display Starts date by default
> * you can use Format to display dates you want (Created, Started,
> Due, Starts, ...)
> * if a saved search is named "calendar", use it for the default
> Calendar.html and for the portlet
> * fix a bug in Prefs

Looks good (on 3.6.3), but I am having trouble customizing it (I just 
turned it off two days ago, and went back to the reminder box instead), 
and so was hoping the new one can do what I am looking for.


What I want to be able to do is show all reminders, even if they are in 
the past - ie. if I didn't actually get something done by the day it was 
due, I want it to still show - is that possible, or do I need to use the 
reminder box to do that?


From nicolas.chuche at barna.be  Thu May 17 06:20:59 2007
From: nicolas.chuche at barna.be (Nicolas Chuche)
Date: Thu, 17 May 2007 12:20:59 +0200
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <464C28AE.8010907@yahoo.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>
	<464C1C00.3090204@yahoo.com>
	<742e684f0705170216v20e7b8c7o45f40fafed9cecf6@mail.gmail.com>
	<464C1F09.40704@yahoo.com>
	<742e684f0705170227s726df616x90d1e9450a1fe6f7@mail.gmail.com>
	<464C23A6.9020503@yahoo.com>
	<742e684f0705170301l321af336x7346df383af829cd@mail.gmail.com>
	<464C28AE.8010907@yahoo.com>
Message-ID: <742e684f0705170320t3e67f350k222165952c4eda61@mail.gmail.com>

I don't understand how it can find from_recurrence function in
Calendar.html and Calendar.pm and not in MyCalendar.


From nicolas.chuche at barna.be  Thu May 17 06:55:19 2007
From: nicolas.chuche at barna.be (Nicolas Chuche)
Date: Thu, 17 May 2007 12:55:19 +0200
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <Pine.LNX.4.64.0705170640000.27853@orange.limedaley.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>
	<Pine.LNX.4.64.0705170640000.27853@orange.limedaley.com>
Message-ID: <742e684f0705170355t4f628a48y5df7f1241d4920f8@mail.gmail.com>

> What I want to be able to do is show all reminders, even if they are in
> the past - ie. if I didn't actually get something done by the day it was
> due, I want it to still show - is that possible, or do I need to use the
> reminder box to do that?

With the default configuration it should display all events in the
period of times (so week for the portlet and month for the calendar)
if they are in state new, open or stalled.


From bestpractical at jon.limedaley.com  Thu May 17 08:11:18 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Thu, 17 May 2007 08:11:18 -0400 (EDT)
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <742e684f0705170355t4f628a48y5df7f1241d4920f8@mail.gmail.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com> 
	<Pine.LNX.4.64.0705170640000.27853@orange.limedaley.com>
	<742e684f0705170355t4f628a48y5df7f1241d4920f8@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.0705170809520.6896@orange.limedaley.com>

On Thu, 17 May 2007, Nicolas Chuche wrote:
>> What I want to be able to do is show all reminders, even if they are in
>> the past - ie. if I didn't actually get something done by the day it was
>> due, I want it to still show - is that possible, or do I need to use the
>> reminder box to do that?
>
> With the default configuration it should display all events in the
> period of times (so week for the portlet and month for the calendar)
> if they are in state new, open or stalled.

 	Yes, it does, what would be nifty is to also show past/old 
reminders that weren't completed, in the case where I didn't get around to 
doing them, instead of just disappearing, still being there.  Maybe I need 
to write a search for old reminders, and put that on my at-a-glance page, 
and then I won't have duplicates between the calendar and the "regular" 
reminder portlet.


From nicolas.chuche at barna.be  Thu May 17 08:22:45 2007
From: nicolas.chuche at barna.be (Nicolas Chuche)
Date: Thu, 17 May 2007 14:22:45 +0200
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <Pine.LNX.4.64.0705170809520.6896@orange.limedaley.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>
	<Pine.LNX.4.64.0705170640000.27853@orange.limedaley.com>
	<742e684f0705170355t4f628a48y5df7f1241d4920f8@mail.gmail.com>
	<Pine.LNX.4.64.0705170809520.6896@orange.limedaley.com>
Message-ID: <742e684f0705170522i485ee922m8d830de0bdec6cb9@mail.gmail.com>

>         Yes, it does, what would be nifty is to also show past/old
> reminders that weren't completed,n the case where I didn't get around to
> doing them, instead of just disappearing, still being there.  Maybe I need
> to write a search for old reminders, and put that on my at-a-glance page,
> and then I won't have duplicates between the calendar and the "regular"
> reminder portlet.

I'm not sure I understand your need. You want that the portlet show a
reminder set 2 weeks ago in itself ? That's the calendar job  : click
on the portlet title. You can see all reminders/task for every single
month if you need.


From theillien at yahoo.com  Thu May 17 08:23:21 2007
From: theillien at yahoo.com (Mathew)
Date: Thu, 17 May 2007 08:23:21 -0400
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <742e684f0705170332j5c7a0ccbrb73eb0fabf0c5a1f@mail.gmail.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>	
	<464C1C00.3090204@yahoo.com>	
	<742e684f0705170216v20e7b8c7o45f40fafed9cecf6@mail.gmail.com>	
	<464C1F09.40704@yahoo.com>
	<742e684f0705170332j5c7a0ccbrb73eb0fabf0c5a1f@mail.gmail.com>
Message-ID: <464C4939.8060002@yahoo.com>

I'm guessing there is a problem with my RT installation likely due to
not changing the umask prior to installing this.  I'm going to rebuild
it tomorrow and see what happens.

Mathew

Nicolas Chuche wrote:
>> /usr/local/rt-3.6.3/share/html/Elements/MyCalendar line 54.^J') called at
> 
> This line seems strange. Could you search for weird character (like
> ^J) in MyCalendar file ?
> 


From nicolas.chuche at barna.be  Thu May 17 08:30:16 2007
From: nicolas.chuche at barna.be (Nicolas Chuche)
Date: Thu, 17 May 2007 14:30:16 +0200
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <464C4939.8060002@yahoo.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com>
	<464C1C00.3090204@yahoo.com>
	<742e684f0705170216v20e7b8c7o45f40fafed9cecf6@mail.gmail.com>
	<464C1F09.40704@yahoo.com>
	<742e684f0705170332j5c7a0ccbrb73eb0fabf0c5a1f@mail.gmail.com>
	<464C4939.8060002@yahoo.com>
Message-ID: <742e684f0705170530m194b1f53rab3216404d31d21c@mail.gmail.com>

On 5/17/07, Mathew <theillien at yahoo.com> wrote:
> I'm guessing there is a problem with my RT installation likely due to
> not changing the umask prior to installing this.  I'm going to rebuild
> it tomorrow and see what happens.

Yes, you should try that because I don't understand what could be the problem.


From bestpractical at jon.limedaley.com  Thu May 17 09:12:08 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Thu, 17 May 2007 09:12:08 -0400 (EDT)
Subject: [rt-users] RTx::Calendar 0.04
In-Reply-To: <742e684f0705170522i485ee922m8d830de0bdec6cb9@mail.gmail.com>
References: <742e684f0705161350n1ed8ae72q3e22f30389b31e1@mail.gmail.com> 
	<Pine.LNX.4.64.0705170640000.27853@orange.limedaley.com> 
	<742e684f0705170355t4f628a48y5df7f1241d4920f8@mail.gmail.com> 
	<Pine.LNX.4.64.0705170809520.6896@orange.limedaley.com>
	<742e684f0705170522i485ee922m8d830de0bdec6cb9@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.0705170909030.6896@orange.limedaley.com>

On Thu, 17 May 2007, Nicolas Chuche wrote:
>>         Yes, it does, what would be nifty is to also show past/old
>> reminders that weren't completed,n the case where I didn't get around to
>> doing them, instead of just disappearing, still being there.  Maybe I need
>> to write a search for old reminders, and put that on my at-a-glance page,
>> and then I won't have duplicates between the calendar and the "regular"
>> reminder portlet.
>
> I'm not sure I understand your need. You want that the portlet show a
> reminder set 2 weeks ago in itself ? That's the calendar job  : click
> on the portlet title. You can see all reminders/task for every single
> month if you need.

 	Sorry, let me try again.  I like the portlet showing just the 
upcoming week stuff, so I don't need to see far off reminders like the 
reminder portlet.  But, if I happen to miss a reminder on a particular 
week, I don't want it to disappear, because then I might never see it.  My 
ideal would be to have a list of old, uncompleted  reminders maybe at the 
top, and then show the current week with the days.
 	Perhaps what I should do is write a search that says type=reminder 
AND date < Sunday of this week, and then have the calendar to show 
upcoming reminders, and my query to show those ones that I missed.


From larry.26 at gmail.com  Thu May 17 09:50:55 2007
From: larry.26 at gmail.com (Jeremy Scholz)
Date: Thu, 17 May 2007 08:50:55 -0500
Subject: [rt-users] help with approvals
Message-ID: <3418c83f0705170650l4cbbea66h253debeb36b50e55@mail.gmail.com>

I am trying to create approvals based on a custom field.  I have a field for
the severity of the issue: emergency, required, and planned.  I would like
the logic to follow...

if CustomFieldValue = emergency
{
===Create-Ticket: approval1
Subject: Approve purchase order for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: Approvals-PO
Type: approval
Owner: approveadmin #note this is so that notifications work properly
Content: Someone has created a purchase requisition.  Please review and
approve it, so they can spend some money.
ENDOFCONTENT


===Create-Ticket: approval2
Subject: Approve purchase order for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: Approvals-PO
Type: approval
Owner: approveadmin2 #note this is so that notifications work properly
Content: Someone has created a purchase requisition.  Please review and
approve it, so they can spend some money.
ENDOFCONTENT
}

elseif CustomFieldValue = required
{
===Create-Ticket: approval1
Subject: Approve purchase order for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: Approvals-PO
Type: approval
Owner: approveadmin #note this is so that notifications work properly
Content: Someone has created a purchase requisition.  Please review and
approve it, so they can spend some money.
ENDOFCONTENT
}

I am new to RT and just don't know how or where the code for this show be.
Any help would be greatly appreciated
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From irene.gutierrez at gestion.unican.es  Thu May 17 10:27:07 2007
From: irene.gutierrez at gestion.unican.es (Gutierrez Ruesga, Irene)
Date: Thu, 17 May 2007 16:27:07 +0200
Subject: [rt-users] Rt-mailgate
Message-ID: <B819417D67F9B24896998675211757CC79D53B@CLUSSVC2A.unican.es>

Hi,
in the rt-mailgate man, in the SETUP says:
'Much of the set up of the mail gateway depends on your MTA and mail routing configuration. However, you will need first of all to create an RT user for the mail gateway and assign it a password; this helps to ensure that mail coming into the web server did originate from the gateway'.
 
About what user talks ?
_____________________________________________________
Irene Guti?rrez Ruesga
Responsable del ?rea de atenci?n al Usuario
Servicio de Inform?tica de la Universidad de Cantabria
soporte at unican.es       Tfn: +34 942-201181

 
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From compbio at inbox.com  Thu May 17 11:22:23 2007
From: compbio at inbox.com (Steve Ao)
Date: Thu, 17 May 2007 07:22:23 -0800
Subject: FW: Re: [rt-users] disappearing queues
Message-ID: <66B3F33C3DA.00000099compbio@inbox.com>

Yes. Using the 3.6 branch alleviated the problem of the disappearing queues.

-----Original Message-----
From: compbio at inbox.com
Sent: Fri, 23 Mar 2007 10:52:47 -0800
To: theillien at yahoo.com
Subject: Re: [rt-users] disappearing queues

I'll try it out and let you know.

> -----Original Message-----
> From: theillien at yahoo.com
> Sent: Fri, 23 Mar 2007 13:09:59 -0400
> To: compbio at inbox.com
> Subject: Re: [rt-users] disappearing queues
> 
> 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 Steve_McStravick at breconridge.com  Thu May 17 12:03:16 2007
From: Steve_McStravick at breconridge.com (McStravick, Steve)
Date: Thu, 17 May 2007 12:03:16 -0400
Subject: [rt-users] Problem with SelfService/Display.html
In-Reply-To: <F93D91F482A6C244AB69547FADCF120D4F2EE5@necexfs.nec.edu>
References: <F93D91F482A6C244AB69547FADCF120D4F2EE5@necexfs.nec.edu>
Message-ID: <E8ED5332A4A9A64FB0C8D82168CB815A09E76C@kbexch01.corp.breconridge.com>

No I have had no response yet.

Steve 

-----Original Message-----
From: Vaidya,Mukul [mailto:mvaidya at nec.edu] 
Sent: Thursday, May 17, 2007 10:31 AM
To: McStravick, Steve
Subject: [rt-users] Problem with SelfService/Display.html

Hi Steve,
 
I am having the same problem with Display.html when a non privileged
user creates a ticket. I had tried to display Custom fields , since it
did not work , I reversed the changes and now I am getting this page.


Have you found a solution?
 


This is what I get:
 
Id: 

Status: Project-Id-Version: RT 3.5.x PO-Revision-Date:
	2005-10-03 13:44-0400 Last-Translator: FULL NAME 
	Language-Team: rt-devel MIME-Version: 1.0 
	Content-Type: text/plain; charset=UTF-8 
	Content-Transfer-Encoding: 8bit

Left: min

Priority: /

Queue: 

 
 
Thanks,
Mukul

"This email is confidential. Any unauthorized use or disclosure is 
strictly prohibited."


From mikef at ack.berkeley.edu  Thu May 17 12:42:20 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Thu, 17 May 2007 09:42:20 -0700 (PDT)
Subject: [rt-users] Is there a change in the rt-mailgate interface in 3.6.3?
In-Reply-To: <20070516162736.Q76606@malcolm.berkeley.edu>
References: <20070516162736.Q76606@malcolm.berkeley.edu>
Message-ID: <20070517093308.D7484@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

This is driving me crazy.  I'm using a copy of the database that was 
running under RT 3.4.5, where rt-mailgate works fine.  Using that db on 
3.6.3, rt-mailgate insists on returning the message 'Could not load a 
valid user', even though group 'Everyone' has rights to create and reply 
to tickets.

I'm even running rt-mailgate on the same machine that RT is on, as well as 
remotely (where it will run in production), with the same results.  This 
is from the command line, so there's no MTA involved at all.

The only difference I can see between the RT instance where rt-mailgate 
works and where it doesn't is that the former is 3.4.5 and the latter is 
3.6.3.  As I said, the database on the latter is just a copy of the one on 
the former.

Any ideas?

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From barnesaw at ucrwcu.rwc.uc.edu  Thu May 17 12:57:04 2007
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 17 May 2007 12:57:04 -0400
Subject: [rt-users] Is there a change in the rt-mailgate interface in
	3.6.3?
In-Reply-To: <20070517093308.D7484@malcolm.berkeley.edu>
References: <20070516162736.Q76606@malcolm.berkeley.edu>
	<20070517093308.D7484@malcolm.berkeley.edu>
Message-ID: <464C8960.1060102@ucrwcu.rwc.uc.edu>

A straight copy?

You need to run the db upgrades, per the README

Mike Friedman wrote:
> This is driving me crazy.  I'm using a copy of the database that was
> running under RT 3.4.5, where rt-mailgate works fine.  Using that db
> on 3.6.3, rt-mailgate insists on returning the message 'Could not load
> a valid user', even though group 'Everyone' has rights to create and
> reply to tickets.
>
> I'm even running rt-mailgate on the same machine that RT is on, as
> well as remotely (where it will run in production), with the same
> results.  This is from the command line, so there's no MTA involved at
> all.
>
> The only difference I can see between the RT instance where
> rt-mailgate works and where it doesn't is that the former is 3.4.5 and
> the latter is 3.6.3.  As I said, the database on the latter is just a
> copy of the one on the former.
>
> Any ideas?
>
> Thanks.
>
> Mike
>
> _________________________________________________________________________
> Mike Friedman                        Information Services & Technology
> mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
> 1-510-642-1410                       University of California at Berkeley
> http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
> _________________________________________________________________________
>
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: 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 jbrodley at sumtotalsystems.com  Thu May 17 13:19:54 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Thu, 17 May 2007 10:19:54 -0700
Subject: [rt-users] Desperately ned Oracle help
In-Reply-To: <8B53BA7E90552E45AF25093FD6DFA1DB059C54A7@xlivmbx34.aig.com>
References: <8B53BA7E90552E45AF25093FD6DFA1DB059C54A7@xlivmbx34.aig.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F16232@blv-exch1.sumtotalsystems.com>

Sal- It has to do with Apache and your CGI handler not knowing the
oracle parameters. We use Fast CGI on Redhat connecting to a remote
Oracle servers.  I had to add the following lines to my httpd.conf file:

 

# RT STUFF FOR APACHE

SetEnv LD_LIBRARY_PATH /u01/app/oracle/product/10.2.0/client_1/lib

SetEnv ORACLE_HOME /u01/app/oracle/product/10.2.0/client_1

SetEnv ORACLE_SID rt

SetEnv TWO_TASK rt

(change above variables to your implementation)

 

In Httpd conf I also had to change the initialization string for
Fastcgi, this is the line in my config.

 

FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
-processes 4 -initial-env
LD_LIBRARY_PATH=/u01/app/oracle/product/10.2.0/client_1/lib -initial-env
ORACLE_HOME=/u01/app/oracle/product/10.2.0/client1 -initial-env
ORACLE_SID=rt -initial-env TWO_TASK=rt

 

Some of this might be a bit excessive but I was trying everything and
spent a ton of time on the fastcgi and apache websites trying to figure
this out. Once this was all completed I was successful in getting DBI
Searchbuilder working. This took about a 12 hours of research and trial
and error on my part, and I've meant to go back and put this information
in the wiki but haven't had a chance. 

 

 Justin Brodley

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Baytalskiy, Sal
Sent: Wednesday, May 16, 2007 9:49 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Desperately ned Oracle help

 

Hey everyone!

As ive already mentioned - i'm being forced to use Oracle for my RT
3.6.3 instance.

Well, today i finally got an Oracle 10g instance up and loaded the
schema.Oracle file into it.

Did the ./configure for RT(./configure --prefix=/usr/local/rt3_ora
--with-db-type=Oracle --with-db-host=clorad1.example.com
--with-db-port=1521 --with-db-rt-host=localhost --with-db-dba=rtusr
--with-db-database=clorad1 --with-db-rt-user=rtusr
--with-db-rt-pass=***** )

 

Everything was ok.

 

While doing make initialize-database i got this error: Unable to load
DBIx::SearchBuilder database handle for 'Oracle'.

 

Realized that i don't have DBD::Oracle installed, so i downloaded that
from CPAN and installed that.

There were errors during the install and i found a workaround to delete
-xarch=v9 from the Makefile. After that install finished.

 

Then i followed the Wiki and commented out the insert_schema() method
call.

 

But i'm still getting errors trying to init the DB.

 

 

Test suggested by the Wiki (TWO_TASK=FOO perl -MDBI -le
'DBI->connect("DBI:Oracle:", "rt3", "rt3")') seems to be successful. Or
at least it doesn't give any errors.

 

This is the error i get while doing make initialize-database :

 

DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
DBI connect('CLORAD1;port=1521','rtusr',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line
103
Failed to connect to dbi:Oracle:CLORAD1;port=1521 as rtusr: Can't
connect using this syntax without specifying a HOST and one of SID
INSTANCE_NAME SERVER SERVICE_NAME at
//usr/local/rt3_ora/sbin/rt-setup-database line 103, <STDIN> line 1.
make: *** [initialize-database] Error 255

 

 

PLEASE HELP !!!

 

Thanks in advance,

Sal.

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From Sal.Baytalskiy at AIG.com  Thu May 17 13:34:05 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Thu, 17 May 2007 12:34:05 -0500
Subject: [rt-users] Desperately ned Oracle help
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC6E1A@xlivmbx34.aig.com>

Thanks a lot, Justin!!!
This is very valuable info!
 
However, i'm not at that step yet. I've just built RT with Oracle support
and was trying to run 'make initialize-database'
I've commented out the 'insert_schema()' method call, cause schema is
already in place.
I was expecting the thing to insert the initial RT data into the DB. But
that's where it was failing.
 
Do you think i should set the variable you mentioned in the shell and try
running it again?


  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin
Brodley
Sent: Thursday, May 17, 2007 1:20 PM
To: Baytalskiy, Sal; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Desperately ned Oracle help



Sal- It has to do with Apache and your CGI handler not knowing the oracle
parameters. We use Fast CGI on Redhat connecting to a remote Oracle servers.
I had to add the following lines to my httpd.conf file:

 

# RT STUFF FOR APACHE

SetEnv LD_LIBRARY_PATH /u01/app/oracle/product/10.2.0/client_1/lib

SetEnv ORACLE_HOME /u01/app/oracle/product/10.2.0/client_1

SetEnv ORACLE_SID rt

SetEnv TWO_TASK rt

(change above variables to your implementation)

 

In Httpd conf I also had to change the initialization string for Fastcgi,
this is the line in my config.

 

FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4
-initial-env LD_LIBRARY_PATH=/u01/app/oracle/product/10.2.0/client_1/lib
-initial-env ORACLE_HOME=/u01/app/oracle/product/10.2.0/client1 -initial-env
ORACLE_SID=rt -initial-env TWO_TASK=rt

 

Some of this might be a bit excessive but I was trying everything and spent
a ton of time on the fastcgi and apache websites trying to figure this out.
Once this was all completed I was successful in getting DBI Searchbuilder
working. This took about a 12 hours of research and trial and error on my
part, and I've meant to go back and put this information in the wiki but
haven't had a chance. 

 

 Justin Brodley

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Baytalskiy,
Sal
Sent: Wednesday, May 16, 2007 9:49 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Desperately ned Oracle help

 

Hey everyone!

As ive already mentioned - i'm being forced to use Oracle for my RT 3.6.3
instance.

Well, today i finally got an Oracle 10g instance up and loaded the
schema.Oracle file into it.

Did the ./configure for RT(./configure --prefix=/usr/local/rt3_ora
--with-db-type=Oracle --with-db-host=clorad1.example.com --with-db-port=1521
--with-db-rt-host=localhost --with-db-dba=rtusr --with-db-database=clorad1
--with-db-rt-user=rtusr --with-db-rt-pass=***** )

 

Everything was ok.

 

While doing make initialize-database i got this error: Unable to load
DBIx::SearchBuilder database handle for 'Oracle'.

 

Realized that i don't have DBD::Oracle installed, so i downloaded that from
CPAN and installed that.

There were errors during the install and i found a workaround to delete
-xarch=v9 from the Makefile. After that install finished.

 

Then i followed the Wiki and commented out the insert_schema() method call.

 

But i'm still getting errors trying to init the DB.

 

 

Test suggested by the Wiki (TWO_TASK=FOO perl -MDBI -le
'DBI->connect("DBI:Oracle:", "rt3", "rt3")') seems to be successful. Or at
least it doesn't give any errors.

 

This is the error i get while doing make initialize-database :

 

DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
DBI connect('CLORAD1;port=1521','rtusr',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME SERVER
SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103
Failed to connect to dbi:Oracle:CLORAD1;port=1521 as rtusr: Can't connect
using this syntax without specifying a HOST and one of SID INSTANCE_NAME
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103,
<STDIN> line 1.
make: *** [initialize-database] Error 255

 

 

PLEASE HELP !!!

 

Thanks in advance,

Sal.

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From jbrodley at sumtotalsystems.com  Thu May 17 13:40:03 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Thu, 17 May 2007 10:40:03 -0700
Subject: [rt-users] Desperately ned Oracle help
In-Reply-To: <8B53BA7E90552E45AF25093FD6DFA1DB05CC6E1A@xlivmbx34.aig.com>
References: <8B53BA7E90552E45AF25093FD6DFA1DB05CC6E1A@xlivmbx34.aig.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F1627F@blv-exch1.sumtotalsystems.com>

I would make sure the variable is set everywhere, the initial data is
imported with the schema, that you commented out. Out of curiosity why
are you commenting out the "schema" the only reason you would do this is
if the database was already created with all the appropriate tables. Our
oracle guys just setup the RT user as per the oracle readme and then we
just ran initialize-database and it created the rest. 

 

Justin Brodley

 

From: Baytalskiy, Sal [mailto:Sal.Baytalskiy at AIG.com] 
Sent: Thursday, May 17, 2007 10:34 AM
To: Justin Brodley; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Desperately ned Oracle help

 

Thanks a lot, Justin!!!

This is very valuable info!

 

However, i'm not at that step yet. I've just built RT with Oracle
support and was trying to run 'make initialize-database'

I've commented out the 'insert_schema()' method call, cause schema is
already in place.

I was expecting the thing to insert the initial RT data into the DB. But
that's where it was failing.

 

Do you think i should set the variable you mentioned in the shell and
try running it again?

	 

________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin
Brodley
	Sent: Thursday, May 17, 2007 1:20 PM
	To: Baytalskiy, Sal; rt-users at lists.bestpractical.com
	Subject: RE: [rt-users] Desperately ned Oracle help

	Sal- It has to do with Apache and your CGI handler not knowing
the oracle parameters. We use Fast CGI on Redhat connecting to a remote
Oracle servers.  I had to add the following lines to my httpd.conf file:

	 

	# RT STUFF FOR APACHE

	SetEnv LD_LIBRARY_PATH
/u01/app/oracle/product/10.2.0/client_1/lib

	SetEnv ORACLE_HOME /u01/app/oracle/product/10.2.0/client_1

	SetEnv ORACLE_SID rt

	SetEnv TWO_TASK rt

	(change above variables to your implementation)

	 

	In Httpd conf I also had to change the initialization string for
Fastcgi, this is the line in my config.

	 

	FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
-processes 4 -initial-env
LD_LIBRARY_PATH=/u01/app/oracle/product/10.2.0/client_1/lib -initial-env
ORACLE_HOME=/u01/app/oracle/product/10.2.0/client1 -initial-env
ORACLE_SID=rt -initial-env TWO_TASK=rt

	 

	Some of this might be a bit excessive but I was trying
everything and spent a ton of time on the fastcgi and apache websites
trying to figure this out. Once this was all completed I was successful
in getting DBI Searchbuilder working. This took about a 12 hours of
research and trial and error on my part, and I've meant to go back and
put this information in the wiki but haven't had a chance. 

	 

	 Justin Brodley

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Baytalskiy, Sal
	Sent: Wednesday, May 16, 2007 9:49 PM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] Desperately ned Oracle help

	 

	Hey everyone!

	As ive already mentioned - i'm being forced to use Oracle for my
RT 3.6.3 instance.

	Well, today i finally got an Oracle 10g instance up and loaded
the schema.Oracle file into it.

	Did the ./configure for RT(./configure
--prefix=/usr/local/rt3_ora --with-db-type=Oracle
--with-db-host=clorad1.example.com --with-db-port=1521
--with-db-rt-host=localhost --with-db-dba=rtusr
--with-db-database=clorad1 --with-db-rt-user=rtusr
--with-db-rt-pass=***** )

	 

	Everything was ok.

	 

	While doing make initialize-database i got this error: Unable to
load DBIx::SearchBuilder database handle for 'Oracle'.

	 

	Realized that i don't have DBD::Oracle installed, so i
downloaded that from CPAN and installed that.

	There were errors during the install and i found a workaround to
delete -xarch=v9 from the Makefile. After that install finished.

	 

	Then i followed the Wiki and commented out the insert_schema()
method call.

	 

	But i'm still getting errors trying to init the DB.

	 

	 

	Test suggested by the Wiki (TWO_TASK=FOO perl -MDBI -le
'DBI->connect("DBI:Oracle:", "rt3", "rt3")') seems to be successful. Or
at least it doesn't give any errors.

	 

	This is the error i get while doing make initialize-database :

	 

	DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
	DBI connect('CLORAD1;port=1521','rtusr',...) failed: Can't
connect using this syntax without specifying a HOST and one of SID
INSTANCE_NAME SERVER SERVICE_NAME at
//usr/local/rt3_ora/sbin/rt-setup-database line 103
	Failed to connect to dbi:Oracle:CLORAD1;port=1521 as rtusr:
Can't connect using this syntax without specifying a HOST and one of SID
INSTANCE_NAME SERVER SERVICE_NAME at
//usr/local/rt3_ora/sbin/rt-setup-database line 103, <STDIN> line 1.
	make: *** [initialize-database] Error 255

	 

	 

	PLEASE HELP !!!

	 

	Thanks in advance,

	Sal.

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From Sal.Baytalskiy at AIG.com  Thu May 17 13:47:15 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Thu, 17 May 2007 12:47:15 -0500
Subject: [rt-users] Desperately ned Oracle help
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC6E64@xlivmbx34.aig.com>

The Oracle readme said that the DB needs to be prepared.
So i ran the schema.Oracle file via the SQLPlus and it inserted all the
tables and indexes.
So i now have the database setup, just empty. No data.
Then, while running the 'make initialize-database' there's a step in that
script to insert the schema. Since i already did that - i commented it out,
just like the Wiki suggests.
So that step should be skipped and it should just try to insert the required
data into the DB.
And that's where i'm stuck at this point.
 
After some googling i found that i might have a problem with the
DBD::Oracle. Apparently it tried installing that module as a 64-bit.
But my Perl is 32-bit. This seems to be a common occurence.
 
Here's what i'm getting when trying to run 'make initialize-database' :
 
/usr/bin/perl //usr/local/rt3_ora/sbin/rt-setup-database --action init --dba
mwpoc --prompt-for-dba-password
Unquoted string "error" may clash with future reserved word at
/usr/local/rt3_ora/etc/RT_SiteConfig.pm line 286.
In order to create or update your RT database,this script needs to connect
to your Oracle instance on clorad1.aig.com as mwpoc.
Please specify that user's database password below. If the user has no
database
password, just press return.
 
Password: 
DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
DBI connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME SERVER
SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103
Failed to connect to dbi:Oracle:CLORAD1;port=1521 as mwpoc: Can't connect
using this syntax without specifying a HOST and one of SID INSTANCE_NAME
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103,
<STDIN> line 1.
make: *** [initialize-database] Error 255
 
 
The hostname where oracle Db is running is clorad1.aig.com. Instance/Service
name is CLORAD1.


  _____  

From: Justin Brodley [mailto:jbrodley at sumtotalsystems.com] 
Sent: Thursday, May 17, 2007 1:40 PM
To: Baytalskiy, Sal; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Desperately ned Oracle help



I would make sure the variable is set everywhere, the initial data is
imported with the schema, that you commented out. Out of curiosity why are
you commenting out the "schema" the only reason you would do this is if the
database was already created with all the appropriate tables. Our oracle
guys just setup the RT user as per the oracle readme and then we just ran
initialize-database and it created the rest. 

 

Justin Brodley

 

From: Baytalskiy, Sal [mailto:Sal.Baytalskiy at AIG.com] 
Sent: Thursday, May 17, 2007 10:34 AM
To: Justin Brodley; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Desperately ned Oracle help

 

Thanks a lot, Justin!!!

This is very valuable info!

 

However, i'm not at that step yet. I've just built RT with Oracle support
and was trying to run 'make initialize-database'

I've commented out the 'insert_schema()' method call, cause schema is
already in place.

I was expecting the thing to insert the initial RT data into the DB. But
that's where it was failing.

 

Do you think i should set the variable you mentioned in the shell and try
running it again?

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin
Brodley
Sent: Thursday, May 17, 2007 1:20 PM
To: Baytalskiy, Sal; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Desperately ned Oracle help

Sal- It has to do with Apache and your CGI handler not knowing the oracle
parameters. We use Fast CGI on Redhat connecting to a remote Oracle servers.
I had to add the following lines to my httpd.conf file:

 

# RT STUFF FOR APACHE

SetEnv LD_LIBRARY_PATH /u01/app/oracle/product/10.2.0/client_1/lib

SetEnv ORACLE_HOME /u01/app/oracle/product/10.2.0/client_1

SetEnv ORACLE_SID rt

SetEnv TWO_TASK rt

(change above variables to your implementation)

 

In Httpd conf I also had to change the initialization string for Fastcgi,
this is the line in my config.

 

FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4
-initial-env LD_LIBRARY_PATH=/u01/app/oracle/product/10.2.0/client_1/lib
-initial-env ORACLE_HOME=/u01/app/oracle/product/10.2.0/client1 -initial-env
ORACLE_SID=rt -initial-env TWO_TASK=rt

 

Some of this might be a bit excessive but I was trying everything and spent
a ton of time on the fastcgi and apache websites trying to figure this out.
Once this was all completed I was successful in getting DBI Searchbuilder
working. This took about a 12 hours of research and trial and error on my
part, and I've meant to go back and put this information in the wiki but
haven't had a chance. 

 

 Justin Brodley

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Baytalskiy,
Sal
Sent: Wednesday, May 16, 2007 9:49 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Desperately ned Oracle help

 

Hey everyone!

As ive already mentioned - i'm being forced to use Oracle for my RT 3.6.3
instance.

Well, today i finally got an Oracle 10g instance up and loaded the
schema.Oracle file into it.

Did the ./configure for RT(./configure --prefix=/usr/local/rt3_ora
--with-db-type=Oracle --with-db-host=clorad1.example.com --with-db-port=1521
--with-db-rt-host=localhost --with-db-dba=rtusr --with-db-database=clorad1
--with-db-rt-user=rtusr --with-db-rt-pass=***** )

 

Everything was ok.

 

While doing make initialize-database i got this error: Unable to load
DBIx::SearchBuilder database handle for 'Oracle'.

 

Realized that i don't have DBD::Oracle installed, so i downloaded that from
CPAN and installed that.

There were errors during the install and i found a workaround to delete
-xarch=v9 from the Makefile. After that install finished.

 

Then i followed the Wiki and commented out the insert_schema() method call.

 

But i'm still getting errors trying to init the DB.

 

 

Test suggested by the Wiki (TWO_TASK=FOO perl -MDBI -le
'DBI->connect("DBI:Oracle:", "rt3", "rt3")') seems to be successful. Or at
least it doesn't give any errors.

 

This is the error i get while doing make initialize-database :

 

DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
DBI connect('CLORAD1;port=1521','rtusr',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME SERVER
SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103
Failed to connect to dbi:Oracle:CLORAD1;port=1521 as rtusr: Can't connect
using this syntax without specifying a HOST and one of SID INSTANCE_NAME
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103,
<STDIN> line 1.
make: *** [initialize-database] Error 255

 

 

PLEASE HELP !!!

 

Thanks in advance,

Sal.

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From jbrodley at sumtotalsystems.com  Thu May 17 14:03:25 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Thu, 17 May 2007 11:03:25 -0700
Subject: [rt-users] Desperately ned Oracle help
In-Reply-To: <8B53BA7E90552E45AF25093FD6DFA1DB05CC6E64@xlivmbx34.aig.com>
References: <8B53BA7E90552E45AF25093FD6DFA1DB05CC6E64@xlivmbx34.aig.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F162C8@blv-exch1.sumtotalsystems.com>

Hmm, not sure at this point. Someone else who is more familiar with the
initialize-database part of the install will have to assist. 

 

 

 

________________________________

Justin Brodley 
Supervisor of DataCenter Infrastructure 
SumTotal Systems, Inc. (Nasdaq: SUMT
<http://quotes.nasdaq.com/asp/summaryquote.asp?symbol=SUMT> )
110-110th Ave NE Suite 700
Bellevue, WA 98004 

OFFICE +1 425 637 1506
FAX +1 425 455 3071
MOBILE +1 425 753 7033
EMAIL jbrodley at sumtotalsystems.com

MSN justin_brodley <msnim:chat?contact=justin_brodley at hotmail.com> 

 

The content of this communication is considered SumTotal Confidential,
and should not be shared with anyone outside of SumTotal, either
electronically or verbally, without the express permission of the
author(s).

 

From: Baytalskiy, Sal [mailto:Sal.Baytalskiy at AIG.com] 
Sent: Thursday, May 17, 2007 10:47 AM
To: Justin Brodley; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Desperately ned Oracle help

 

The Oracle readme said that the DB needs to be prepared.

So i ran the schema.Oracle file via the SQLPlus and it inserted all the
tables and indexes.

So i now have the database setup, just empty. No data.

Then, while running the 'make initialize-database' there's a step in
that script to insert the schema. Since i already did that - i commented
it out, just like the Wiki suggests.

So that step should be skipped and it should just try to insert the
required data into the DB.

And that's where i'm stuck at this point.

 

After some googling i found that i might have a problem with the
DBD::Oracle. Apparently it tried installing that module as a 64-bit.

But my Perl is 32-bit. This seems to be a common occurence.

 

Here's what i'm getting when trying to run 'make initialize-database' :

 

/usr/bin/perl //usr/local/rt3_ora/sbin/rt-setup-database --action init
--dba mwpoc --prompt-for-dba-password
Unquoted string "error" may clash with future reserved word at
/usr/local/rt3_ora/etc/RT_SiteConfig.pm line 286.
In order to create or update your RT database,this script needs to
connect to your Oracle instance on clorad1.aig.com as mwpoc.
Please specify that user's database password below. If the user has no
database
password, just press return.

 

Password: 
DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
DBI connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line
103
Failed to connect to dbi:Oracle:CLORAD1;port=1521 as mwpoc: Can't
connect using this syntax without specifying a HOST and one of SID
INSTANCE_NAME SERVER SERVICE_NAME at
//usr/local/rt3_ora/sbin/rt-setup-database line 103, <STDIN> line 1.
make: *** [initialize-database] Error 255

 

 

The hostname where oracle Db is running is clorad1.aig.com.
Instance/Service name is CLORAD1.

	 

________________________________

	From: Justin Brodley [mailto:jbrodley at sumtotalsystems.com] 
	Sent: Thursday, May 17, 2007 1:40 PM
	To: Baytalskiy, Sal; rt-users at lists.bestpractical.com
	Subject: RE: [rt-users] Desperately ned Oracle help

	I would make sure the variable is set everywhere, the initial
data is imported with the schema, that you commented out. Out of
curiosity why are you commenting out the "schema" the only reason you
would do this is if the database was already created with all the
appropriate tables. Our oracle guys just setup the RT user as per the
oracle readme and then we just ran initialize-database and it created
the rest. 

	 

	Justin Brodley

	 

	From: Baytalskiy, Sal [mailto:Sal.Baytalskiy at AIG.com] 
	Sent: Thursday, May 17, 2007 10:34 AM
	To: Justin Brodley; rt-users at lists.bestpractical.com
	Subject: RE: [rt-users] Desperately ned Oracle help

	 

	Thanks a lot, Justin!!!

	This is very valuable info!

	 

	However, i'm not at that step yet. I've just built RT with
Oracle support and was trying to run 'make initialize-database'

	I've commented out the 'insert_schema()' method call, cause
schema is already in place.

	I was expecting the thing to insert the initial RT data into the
DB. But that's where it was failing.

	 

	Do you think i should set the variable you mentioned in the
shell and try running it again?

		 

________________________________

		From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Justin
Brodley
		Sent: Thursday, May 17, 2007 1:20 PM
		To: Baytalskiy, Sal; rt-users at lists.bestpractical.com
		Subject: RE: [rt-users] Desperately ned Oracle help

		Sal- It has to do with Apache and your CGI handler not
knowing the oracle parameters. We use Fast CGI on Redhat connecting to a
remote Oracle servers.  I had to add the following lines to my
httpd.conf file:

		 

		# RT STUFF FOR APACHE

		SetEnv LD_LIBRARY_PATH
/u01/app/oracle/product/10.2.0/client_1/lib

		SetEnv ORACLE_HOME
/u01/app/oracle/product/10.2.0/client_1

		SetEnv ORACLE_SID rt

		SetEnv TWO_TASK rt

		(change above variables to your implementation)

		 

		In Httpd conf I also had to change the initialization
string for Fastcgi, this is the line in my config.

		 

		FastCgiServer /opt/rt3/bin/mason_handler.fcgi
-idle-timeout 120 -processes 4 -initial-env
LD_LIBRARY_PATH=/u01/app/oracle/product/10.2.0/client_1/lib -initial-env
ORACLE_HOME=/u01/app/oracle/product/10.2.0/client1 -initial-env
ORACLE_SID=rt -initial-env TWO_TASK=rt

		 

		Some of this might be a bit excessive but I was trying
everything and spent a ton of time on the fastcgi and apache websites
trying to figure this out. Once this was all completed I was successful
in getting DBI Searchbuilder working. This took about a 12 hours of
research and trial and error on my part, and I've meant to go back and
put this information in the wiki but haven't had a chance. 

		 

		 Justin Brodley

		From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Baytalskiy, Sal
		Sent: Wednesday, May 16, 2007 9:49 PM
		To: rt-users at lists.bestpractical.com
		Subject: [rt-users] Desperately ned Oracle help

		 

		Hey everyone!

		As ive already mentioned - i'm being forced to use
Oracle for my RT 3.6.3 instance.

		Well, today i finally got an Oracle 10g instance up and
loaded the schema.Oracle file into it.

		Did the ./configure for RT(./configure
--prefix=/usr/local/rt3_ora --with-db-type=Oracle
--with-db-host=clorad1.example.com --with-db-port=1521
--with-db-rt-host=localhost --with-db-dba=rtusr
--with-db-database=clorad1 --with-db-rt-user=rtusr
--with-db-rt-pass=***** )

		 

		Everything was ok.

		 

		While doing make initialize-database i got this error:
Unable to load DBIx::SearchBuilder database handle for 'Oracle'.

		 

		Realized that i don't have DBD::Oracle installed, so i
downloaded that from CPAN and installed that.

		There were errors during the install and i found a
workaround to delete -xarch=v9 from the Makefile. After that install
finished.

		 

		Then i followed the Wiki and commented out the
insert_schema() method call.

		 

		But i'm still getting errors trying to init the DB.

		 

		 

		Test suggested by the Wiki (TWO_TASK=FOO perl -MDBI -le
'DBI->connect("DBI:Oracle:", "rt3", "rt3")') seems to be successful. Or
at least it doesn't give any errors.

		 

		This is the error i get while doing make
initialize-database :

		 

		DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
		DBI connect('CLORAD1;port=1521','rtusr',...) failed:
Can't connect using this syntax without specifying a HOST and one of SID
INSTANCE_NAME SERVER SERVICE_NAME at
//usr/local/rt3_ora/sbin/rt-setup-database line 103
		Failed to connect to dbi:Oracle:CLORAD1;port=1521 as
rtusr: Can't connect using this syntax without specifying a HOST and one
of SID INSTANCE_NAME SERVER SERVICE_NAME at
//usr/local/rt3_ora/sbin/rt-setup-database line 103, <STDIN> line 1.
		make: *** [initialize-database] Error 255

		 

		 

		PLEASE HELP !!!

		 

		Thanks in advance,

		Sal.

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From JStark at sumtotalsystems.com  Thu May 17 14:32:33 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Thu, 17 May 2007 11:32:33 -0700
Subject: [rt-users] Strange Behavior in IE
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC035B7B27@mtn-exch1.sumtotalsystems.com>

We are currently seeing some strange behavior in IE (6 and 7) on version
3.6.3 of RT / Apache / RHEL.
 
Sometimes the pages become "cutup" and you have to refresh to get the
page to realign.  Resizing the browser window also works.
 
Has anyone else seen this?  Does anyone know what may be causing it?  Is
it perhaps that Apache is sending back data to soon?  Should it cache
the data locally then submit all at once (sorry can't remember what
that's called)
 
 
 
Thanks,
 
-Stark

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From nathan.vonnahme at bannerhealth.com  Thu May 17 15:29:06 2007
From: nathan.vonnahme at bannerhealth.com (Vonnahme, Nathan)
Date: Thu, 17 May 2007 11:29:06 -0800
Subject: [rt-users] Desperately ned Oracle help
In-Reply-To: <8B53BA7E90552E45AF25093FD6DFA1DB05CC6E64@xlivmbx34.aig.com>
References: <8B53BA7E90552E45AF25093FD6DFA1DB05CC6E64@xlivmbx34.aig.com>
Message-ID: <077F1B782014ED48A58E7927914D36A0033E9B31@fai01500.bhs.bannerhealth.com>

________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Baytalskiy, Sal
	Sent: Thursday, May 17, 2007 9:47 AM
	To: Justin Brodley; rt-users at lists.bestpractical.com
	Subject: RE: [rt-users] Desperately ned Oracle help
	
	
	The Oracle readme said that the DB needs to be prepared.
	So i ran the schema.Oracle file via the SQLPlus and it inserted
all the tables and indexes.
	So i now have the database setup, just empty. No data.
	Then, while running the 'make initialize-database' there's a
step in that script to insert the schema. Since i already did that - i
commented it out, just like the Wiki suggests.
	So that step should be skipped and it should just try to insert
the required data into the DB.
	And that's where i'm stuck at this point.
	 
	After some googling i found that i might have a problem with the
DBD::Oracle. Apparently it tried installing that module as a 64-bit.
	But my Perl is 32-bit. This seems to be a common occurence.
	 

 
 
It may help to narrow the problem by testing DBD::Oracle first.  Try
using the 'dbish' utility installed with DBI, or with a test script like
this (copied and pasted from one I used a while back-- I had to mess
with manually setting $ORACLE_HOME and $LIBPATH in some cases):
 
#!/usr/local/bin/perl -w
 
print "hello\n";
 
use DBI;
#use DBD::Oracle;
 
#print "ENV:\n", map {"  $_:  $ENV{$_}\n"} sort keys %ENV;
 
if ($^O =~ m/aix/i) {
        $ENV{ORACLE_HOME} = '/usr/local/oracle/instantclient';
        $ENV{LIBPATH} = $ENV{ORACLE_HOME};
}
 
my $dbh = DBI->connect('dbi:Oracle:host=clorad1.aig.com;sid=clorad1',
'user', 'password');
 
print join "\n", $dbh->get_info(17),
        $dbh->get_info(18);
 
print "\nname from v\$database:  ", $dbh->selectrow_array("select name
from v\$database");
 
print "\n\n";

 
I had trouble in the past with 64 / 32 bit perl and Oracle client libs,
so if you do this and still think that may be the issue I can send you
my notes on that, or you can probably google them up somewhere.
 
-n
 
 
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From jesse at bestpractical.com  Thu May 17 16:01:47 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 May 2007 16:01:47 -0400
Subject: [rt-users] RT 3.6.4rc1
Message-ID: <200E4F2F-5F69-4F7B-BE7C-81CD3E924AC0@bestpractical.com>

I expect we'll roll the final release in about a week. Please give us  
a heads up if anything appears out of sorts:

Fixes

* Fix setting up cookies, as result no more the relogin problem, and  
allow
   people choose WebSessionClass without side effects.

* fix that lets users create tickets with custom field values in  
SelfService

* Now the autohandler *redirects* unprivileged users from Ticket/ 
Display.html to
   the Self-Service interface, so people see correct URL and browsers  
correctly
   build absolute URLs from relative (previously we were showing  
wrong "Reply"
   links). Thanks to David Chandek-Stark.

* Fix situation when an user adds the same person into two or more  
watcher groups
   of a ticket.

* Correct handling of a special value returned by email plugins. That  
was wrong
   idea to run next email plugin when the current plugin says that  
everything
   has been done (returned status -2).

* Fix a bug in CustomField->Create where assigned Queue is not properly
   associated with the newly created CF.  This was previously not  
exposed
   because rt-setup-database is always supplying queue id to this  
method.

* Put the search navigation in the right submenu. Thanks to Dirk Pape  
for
   the patch.

* We've done complete review of RT's dependencies. Added --with- 
standalone
   option to the configure script, so you don't have to install modules
   required to use standalone server (useful for developers only).
   We also don't ask to install modules required to support development
   mode unless you've used --with-devel-mode option. Some modules  
have been
   removed from dependencies as we don't use them anymore or use them  
only
   indirectly.

* don't push transactions into batch unless CommitScrips is true,
   this fixes a bug: users click Reply button and we fire a correspond
   scrip that is in the batch stage

* [#8169] Added a missing </div> to the Simple Search page. Thanks to
   Arran Cudbard-Bell for the catch.

* Rename sub '_' that may cause a failure in the CPAN module during  
fixing
   dependencies.

* run callback Ticket/Display.html before redirect as people are  
using it
   to update the ticket, but redirect hides all arguments we had. Now
   some callbacks contributed to the wiki should work again as expected.

* Using named functions in Mason components may result in bugs due to
   shared namespace, all such functions have been converted into
   anon-subroutines.

* Resolve a clobbered regex-match $1 by stashing the principal ID in a
   temporary variable. Thanks to Richard Harman.

* Fix errors propagation during changing CF values of a record. Thanks
   to Philip Kime.

* Fix errors propagation during creation of a ticket via REST. Thanks
   to Philip Kime.

* fix a bug with saved searches on the rt at glance when summary rows  
preference
   and rows per page of a saved search are different values. Summary  
rows
   options control number of rows you see in boxes on the rt at  
glance page,
   but when you click the subject line of a box you are redirected to  
results
   of the saved search and see as many rows as defined in the search.

* fix problems in Quicksearch when queue name has the ampersand char

* use local during filling the T:: namespace for a template processing,
   otherwise we have a global reference to a ticket and destruction is
   delayed which hurts TransactionBatch stage

* Move RT's detection of incoming mail that may be a loop or  
autogenerated
   to better catch such cases before certain "Permission denied"  
messages are
   generated.

* [#8252] Include subject of bounced messages when mailing the RT owner
   about a mail error. Thanks to <pere at hungry.com>.

* [#8186] Fix a possible race condition in the "SetOwner" routine that
   could be triggered when two users tried to take a ticket at the same
   time. Thanks to Todd Chapman.

* make bin/rt link work and fix the associated tests

* Reworked searches by watchers (Requestors, Owners, Ccs and AdminCcs)
   and added a lot of tests. However, 'Watcher.Field != X' still may  
fail
   under some conditions and this wouldn't be fixed in near future.

* Fix for "unlimited rows" searches from James Bunch and Todd Chapman.

Performance

* Get rid of 1 query per queue in Queue Summary component on the 'RT  
at glance'
   page, should be visible on setups with a lot of queues.

* Use 'Watcher = X' inestead of 'Requestor = X OR Cc = X OR AdminCc =  
X' in
   the SelfService interface. Both queries do quite the same job, but  
the
   former is significantly faster. Thanks to Dirk Pape for the catch.

* Use a local array of attachments we have instead of $Transaction- 
 >Attachments
   call in Ticket/Elements/ShowTransaction.

* XHTML cleanup from Dirk Pape

* Prevent accidental display of transactions from the wrong ticket  
when you
   explicitly specify a ticket id and a transaction id in the CLI.
   Thanks to Philip Kime at Shopzilla.

* [#8169] Enable UTF8 passwords. Thanks to Jedik.

* Made MyDay.html actually work. Based in spirit on a patch from  
Chris Hobbs.

* The selected option of the "OrderBy"-selectbox cannot be saved in
   Prefs/SearchOptions.html if only one (of possibly 4) sort field is  
selected
   and other are set to none. Thanks to Dirk Pape.

* The drop.Oracle script was incomplete, drop statements were  
incorrect for
   version 3.6.3. Reported by Christophe Nowicki.

* Fix an inaccurate error message. Thanks to Nicholas Clark.

* Fix for "Page 1 of 0" . Thanks to Nicholas Clark.

Features

* Implement redirect after update in SelfService as it's implemented  
in the full
   interface, so people can reload page without side effects. Thanks  
to doogles
   and Todd Chapman.

* if we have subject line regexp then we should use it during mail  
sending.
   Allow RT admins to use any token they want that matches the regexp.
   So now it's possible to use the following in a template:
     Subject: [not-rtname-token-that-match-re #{ $Ticket->id }] ...

* Backport 'RT at glance with one column' feature from 3.7

* RT now complains when you try to start the application server with
   either too-old a perl or a broken version of Scalar::Util.

* [#8256] New API to avoid mail loop when using RT-Extension- 
CommandByMail.
   Thanks to pere at hungry.com.

* Allow merging resolved tickets

* Allow transactions to be displayed by range using the CLI.
   Patch from Philip Kime.

* Minor 3.6 style cleanups to tighten up the display a bit.

* Allow users to use __WebXXX__ in a format string of searches

Translations

* New Swedish translation and updated Danish translation contributed
   by Brian Kjelin Olsen and Schilling A/S


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From Sal.Baytalskiy at AIG.com  Thu May 17 17:02:04 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Thu, 17 May 2007 16:02:04 -0500
Subject: [rt-users] Desperately ned Oracle help
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC70CE@xlivmbx34.aig.com>

Thanks for your responses !!!
 
Nathan, i ran the script you provided and here's the output:
hello
Oracle
DBD::Oracle::db selectrow_array failed: ORA-00942: table or view does not
exist (DBD ERROR: error possibly near <*> indicator at char 17 in 'select
name from <*>v$database') [for Statement "select name from v$database"] at
testOracle.pl line 20.
10.02.0300
name from v$database: 
 
It seems to be connecting to the DB just fine.
 
I also went through this post:
http://www.zorranlabs.com/articles/step-by-step-installation-dbd-oracle-1.16
-on-solaris-9-and-oracle-9-client.htm
<http://www.zorranlabs.com/articles/step-by-step-installation-dbd-oracle-1.1
6-on-solaris-9-and-oracle-9-client.htm> 
 
And performed the modifications mentioned there. Rebuilt the DBD::Oracle
using only the 32 bit libraries.
And ran the test script at the end of that article. It worked fine. Here's
the outpu:
 
Running testDBDOracle.pl...
  (*) Attempting Oracle Login ...
      OK
  (*) Creating table TEST_DBI ...
      OK
  (*) Insert into TEST_DBI ...
      1 rows inserted.
      1 rows inserted.
      1 rows inserted.
      OK
  (*) Select from TEST_DBI ...
        --> TEST_DBI_INTR_NO :  1000
        --> TEST_DBI_NAME    :  Jeff Hunter
        --> TEST_DBI_INTR_NO :  1001
        --> TEST_DBI_NAME    :  Melody Hunter
        --> TEST_DBI_INTR_NO :  1002
        --> TEST_DBI_NAME    :  Alex Hunter
      OK
  (*) Delete from TEST_DBI ...
      3 rows deleted.
      OK
  (*) Drop table TEST_DBI ...
      OK
  (*) Select USER and SYSTEM ...
        --> USER             :  MWPOC
        --> SYSDATE          :  17-MAY-2007 16:45:59
      OK
  (*) Attempting Oracle Logoff ...
      OK
Ending testDBDOracle.pl...
 
Judging by that output i think my setup is working fine. But the problem
still persists: i'm still unable to run the 'make initialize-database' part
of the install.
 
Still getting the same old error:
DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
DBI connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME SERVER
SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103
Failed to connect to dbi:Oracle:CLORAD1;port=1521 as mwpoc: Can't connect
using this syntax without specifying a HOST and one of SID INSTANCE_NAME
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103,
<STDIN> line 1.
make: *** [initialize-database] Error 255
 
 
Something tells me that it may be an issue with the 'rt-setup-database'
script itself? Is that a possibility?
 


  _____  

From: Vonnahme, Nathan [mailto:nathan.vonnahme at bannerhealth.com] 
Sent: Thursday, May 17, 2007 3:29 PM
To: Baytalskiy, Sal; Justin Brodley; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Desperately ned Oracle help




  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Baytalskiy,
Sal
Sent: Thursday, May 17, 2007 9:47 AM
To: Justin Brodley; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Desperately ned Oracle help


The Oracle readme said that the DB needs to be prepared.
So i ran the schema.Oracle file via the SQLPlus and it inserted all the
tables and indexes.
So i now have the database setup, just empty. No data.
Then, while running the 'make initialize-database' there's a step in that
script to insert the schema. Since i already did that - i commented it out,
just like the Wiki suggests.
So that step should be skipped and it should just try to insert the required
data into the DB.
And that's where i'm stuck at this point.
 
After some googling i found that i might have a problem with the
DBD::Oracle. Apparently it tried installing that module as a 64-bit.
But my Perl is 32-bit. This seems to be a common occurence.
 

 
 
It may help to narrow the problem by testing DBD::Oracle first.  Try using
the 'dbish' utility installed with DBI, or with a test script like this
(copied and pasted from one I used a while back-- I had to mess with
manually setting $ORACLE_HOME and $LIBPATH in some cases):
 
#!/usr/local/bin/perl -w
 
print "hello\n";
 
use DBI;
#use DBD::Oracle;
 
#print "ENV:\n", map {"  $_:  $ENV{$_}\n"} sort keys %ENV;
 
if ($^O =~ m/aix/i) {
        $ENV{ORACLE_HOME} = '/usr/local/oracle/instantclient';
        $ENV{LIBPATH} = $ENV{ORACLE_HOME};
}
 
my $dbh = DBI->connect('dbi:Oracle:host=clorad1.aig.com;sid=clorad1',
'user', 'password');
 
print join "\n", $dbh->get_info(17),
        $dbh->get_info(18);
 
print "\nname from v\$database:  ", $dbh->selectrow_array("select name from
v\$database");
 
print "\n\n";

 
I had trouble in the past with 64 / 32 bit perl and Oracle client libs, so
if you do this and still think that may be the issue I can send you my notes
on that, or you can probably google them up somewhere.
 
-n
 
 

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From mikef at ack.berkeley.edu  Thu May 17 17:44:07 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Thu, 17 May 2007 14:44:07 -0700 (PDT)
Subject: [rt-users] Is there a change in the rt-mailgate interface in
	3.6.3?
In-Reply-To: <464C8960.1060102@ucrwcu.rwc.uc.edu>
References: <20070516162736.Q76606@malcolm.berkeley.edu>
	<20070517093308.D7484@malcolm.berkeley.edu>
	<464C8960.1060102@ucrwcu.rwc.uc.edu>
Message-ID: <20070517143335.F7484@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Thu, 17 May 2007 at 12:57 (-0400), Drew Barnes wrote:

> A straight copy?
>
> You need to run the db upgrades, per the README

Drew,

Yes.  To be more specific, I unloaded the db, had our db admin reload it 
on the new machine, then I ran the RT upgrades to bring the schema from 
3.4.5 to 3.6.3.  From what I can see, via the web interface, the data and 
configs look exactly the same on both RTs.

In particular, the 'Everyone' group has these Global rights:

    CreateTicket, ModifySelf, ReplyToTicket

I've been testing rt-mailgate by running it on the same machine where RT 
(3.6.3) is running, using the command line interface, e.g.,

  rt-mailgate --debug --queue general --action correspond --url https://....

I then supply just the string 'xxx' in stdin and get the error message:

    not ok - Could not load a valid user ...

If I run the same command but point to the URL of my 3.4.5 system, I get a 
message like this:

    okTicket: 631Queue: Owner: NobodyStatus: Subject: Requestor: at .../rt-mailgate line 109, <> line 1

which looks like 'success' to me.  And, indeed, an empty ticket does get 
created in the 3.4.5 RT.

In the latter case, of course, the new ticket is owned by 'Nobody'.  I 
checked my 3.6.3 system to make sure that user 'Nobody' was properly 
configured.  Of course, it's set up exactly the same on both systems, 
since the 3.6.3 database came from the 3.4.5 database.

What else can I look for in my 3.6.3 system that might account for this 
difference in behavior?  I've run out of ideas.

Thanks.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From KFCrocker at lbl.gov  Thu May 17 19:30:41 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Thu, 17 May 2007 16:30:41 -0700
Subject: [rt-users] Trouble with notification scrip
Message-ID: <464CE5A1.8050306@lbl.gov>

To all,

	I am new to RT and Perl. I have been trying to learn how to change some 
of this stuff by looking at the code you all write about as well as look 
at the RT Essentials book. I have a new scrip that has the following 
parameters set:

Condition: User Defined
Action: NotifyOwner
Template: Global template: Reviewed (a new I created)
Stage: TransactionCreate

I have tried several version of this code:
my $trans = $self->TransactionObj;

return 1 if {$trans->Type eq "CustomField" &&
              $trans->Field == get_custom_id('Approval-Status') &&
              $trans->NewValue eq "Reviewing Request"};

and this version:
my $trans = $self->TransactionObj;

return 1 if {$trans->Type eq "CustomField" &&
              $trans->Field eq "Approval-Status" &&
              $trans->NewValue eq "Reviewing Request"};

and this version:
my $trans = $self->TransactionObj;

return o unless {$trans->Type eq "CustomField" &&
                  $trans->Field eq "Approval-Status" &&
                  $trans->NewValue eq "Reviewing Request"};


and this version:
my $trans = $self->TransactionObj;

return o unless {$trans->Type eq "CustomField" &&
                  $trans->Field == get_custom_id('Approval-Status') &&
                  $trans->NewValue eq "Reviewing Request"};

and this version:
my $trans = $self->TransactionObj;

return o unless {$trans->Type eq "CustomField"};
return 1 if {$trans->Field eq "Approval-Status" &&
              $trans->NewValue eq "Reviewing Request"};

All but the latter sent out a notification regardless of what field I 
changed or what I changed it to. The last one never worked at all, period.

I am getting EXTREMELY frustrated with this. I can't find a good example 
of what I'm trying to do in the RT Essentials book, which makes it 
practically useless for and many others, I would think. I've tried 
various code from several of you users and that doesn't work.

I feel like either I'm an idiot or RT  needs to be better documented for 
stuff like this for dummies like me. Not everyone who gets/inherits this 
system knows Perl well (and all the gadzillion variations of the same 
working code, which is confusing) let alone how to apply it to RT. I 
looked at the OVERLAY stuff and that doesn't seem very well spelled out 
as well.

I need help or I'm just gonna have to throw up my hands and forget it.
Thanks.

Kenn
LBNL


From gleduc at mail.sdsu.edu  Thu May 17 19:41:08 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 17 May 2007 16:41:08 -0700
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <464CE5A1.8050306@lbl.gov>
References: <464CE5A1.8050306@lbl.gov>
Message-ID: <6.2.1.2.2.20070517163515.02dbe3e0@mail.sdsu.edu>

Kenn, you're using curly brackets to enclose the condition phrase.  In this 
case you really don't need to enclose it at all, but if you do then you 
need to use parentheses.

This should work:
   return 1 if $trans->Type eq "CustomField" && $trans->Field == 
get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing Request";

This too:
   return 1 if ($trans->Type eq "CustomField" && $trans->Field == 
get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing Request");

Also:
   return ($trans->Type eq "CustomField" && $trans->Field == 
get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing Request");

All assuming that the CF name and Value are as stated and that you have the 
get_custom_id sub at the end of your code.

At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
>return 1 if {$trans->Type eq "CustomField" &&
>              $trans->Field == get_custom_id('Approval-Status') &&
>              $trans->NewValue eq "Reviewing Request"};


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



From Sal.Baytalskiy at AIG.com  Thu May 17 19:41:34 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Thu, 17 May 2007 18:41:34 -0500
Subject: [rt-users] Desperately ned Oracle help
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC7174@xlivmbx34.aig.com>

Hey guys!
A little update:
i've been looking at the rt-setup-database script trying to figure out how
to get around the issues i'm having.
So the very first error mentioned this: at
//usr/local/rt3_ora/sbin/rt-setup-database line 103 which is this
$dbh = DBI->connect( get_system_dsn(), $args{'dba'}, $args{'dba-password'} )
So i replaced that with: $dbh = DBI->connect( "DBI:Oracle:", $args{'dba'},
$args{'dba-password'} )
 
That seemed to get me a bit farther as i got this output:
Now creating a database for RT.
...skipped as mwpoc is not mwpoc or we're working with Oracle.
DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
DBI connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME SERVER
SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 138
Can't connect using this syntax without specifying a HOST and one of SID
INSTANCE_NAME SERVER SERVICE_NAME at
//usr/local/rt3_ora/sbin/rt-setup-database line 138, <STDIN> line 1.
make: *** [initialize-database] Error 255
 
So next, naturally, i looked at line 138 and replaced 
$dbh = DBI->connect( $Handle->DSN, ${RT::DatabaseUser},
${RT::DatabasePassword} ) || die $DBI::errstr;
with
$dbh = DBI->connect( "DBI:Oracle:CLORAD1", ${RT::DatabaseUser},
${RT::DatabasePassword} ) || die $DBI::errstr;
 
That got me a little farther again:
Now creating a database for RT.
...skipped as mwpoc is not mwpoc or we're working with Oracle.
Now populating database schema.
Now inserting database ACLs
Now inserting RT core system objects
[Thu May 17 23:25:02 2007] [crit]: Connect Failed Can't connect using this
syntax without specifying a HOST and one of SID INSTANCE_NAME SERVER
SERVICE_NAME
 at //usr/local/rt3_ora/sbin/rt-setup-database line 390
(/usr/local/rt3_ora/lib/RT.pm:346)
 
Stack trace:
        RT::__ANON__() called at /usr/perl5/5.8.4/lib/Carp.pm:191
        Carp::croak() called at
/usr/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm:106
        DBIx::SearchBuilder::Handle::Connect() called at
/usr/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle/Oracle.pm:46
        DBIx::SearchBuilder::Handle::Oracle::Connect() called at
/usr/local/rt3_ora/lib/RT/Handle.pm:98
        RT::Handle::Connect() called at
//usr/local/rt3_ora/sbin/rt-setup-database:390
        main::insert_initial_data() called at
//usr/local/rt3_ora/sbin/rt-setup-database:149
Connect Failed Can't connect using this syntax without specifying a HOST and
one of SID INSTANCE_NAME SERVER SERVICE_NAME
 at //usr/local/rt3_ora/sbin/rt-setup-database line 390
make: *** [initialize-database] Error 29
 
I am stuck again though as line 390 is this:
    require RT::Handle;
    $RT::Handle = RT::Handle->new();
    $RT::Handle->Connect();

Since i no nothing about Perl - i have no idea what i have to hardcode here
to get past this.
 
Any ideas, anyone? I'm just trying to hack this script to populate the DB so
i can finally move on to trying to configure the web interface...


  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Baytalskiy,
Sal
Sent: Thursday, May 17, 2007 5:02 PM
To: Vonnahme, Nathan; Justin Brodley; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Desperately ned Oracle help


Thanks for your responses !!!
 
Nathan, i ran the script you provided and here's the output:
hello
Oracle
DBD::Oracle::db selectrow_array failed: ORA-00942: table or view does not
exist (DBD ERROR: error possibly near <*> indicator at char 17 in 'select
name from <*>v$database') [for Statement "select name from v$database"] at
testOracle.pl line 20.
10.02.0300
name from v$database: 
 
It seems to be connecting to the DB just fine.
 
I also went through this post:
http://www.zorranlabs.com/articles/step-by-step-installation-dbd-oracle-1.16
-on-solaris-9-and-oracle-9-client.htm
<http://www.zorranlabs.com/articles/step-by-step-installation-dbd-oracle-1.1
6-on-solaris-9-and-oracle-9-client.htm> 
 
And performed the modifications mentioned there. Rebuilt the DBD::Oracle
using only the 32 bit libraries.
And ran the test script at the end of that article. It worked fine. Here's
the outpu:
 
Running testDBDOracle.pl...
  (*) Attempting Oracle Login ...
      OK
  (*) Creating table TEST_DBI ...
      OK
  (*) Insert into TEST_DBI ...
      1 rows inserted.
      1 rows inserted.
      1 rows inserted.
      OK
  (*) Select from TEST_DBI ...
        --> TEST_DBI_INTR_NO :  1000
        --> TEST_DBI_NAME    :  Jeff Hunter
        --> TEST_DBI_INTR_NO :  1001
        --> TEST_DBI_NAME    :  Melody Hunter
        --> TEST_DBI_INTR_NO :  1002
        --> TEST_DBI_NAME    :  Alex Hunter
      OK
  (*) Delete from TEST_DBI ...
      3 rows deleted.
      OK
  (*) Drop table TEST_DBI ...
      OK
  (*) Select USER and SYSTEM ...
        --> USER             :  MWPOC
        --> SYSDATE          :  17-MAY-2007 16:45:59
      OK
  (*) Attempting Oracle Logoff ...
      OK
Ending testDBDOracle.pl...
 
Judging by that output i think my setup is working fine. But the problem
still persists: i'm still unable to run the 'make initialize-database' part
of the install.
 
Still getting the same old error:
DSN component 'CLORAD1' is not in 'name=value' format at
/usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
DBI connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using
this syntax without specifying a HOST and one of SID INSTANCE_NAME SERVER
SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103
Failed to connect to dbi:Oracle:CLORAD1;port=1521 as mwpoc: Can't connect
using this syntax without specifying a HOST and one of SID INSTANCE_NAME
SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database line 103,
<STDIN> line 1.
make: *** [initialize-database] Error 255
 
 
Something tells me that it may be an issue with the 'rt-setup-database'
script itself? Is that a possibility?
 


  _____  

From: Vonnahme, Nathan [mailto:nathan.vonnahme at bannerhealth.com] 
Sent: Thursday, May 17, 2007 3:29 PM
To: Baytalskiy, Sal; Justin Brodley; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Desperately ned Oracle help




  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Baytalskiy,
Sal
Sent: Thursday, May 17, 2007 9:47 AM
To: Justin Brodley; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Desperately ned Oracle help


The Oracle readme said that the DB needs to be prepared.
So i ran the schema.Oracle file via the SQLPlus and it inserted all the
tables and indexes.
So i now have the database setup, just empty. No data.
Then, while running the 'make initialize-database' there's a step in that
script to insert the schema. Since i already did that - i commented it out,
just like the Wiki suggests.
So that step should be skipped and it should just try to insert the required
data into the DB.
And that's where i'm stuck at this point.
 
After some googling i found that i might have a problem with the
DBD::Oracle. Apparently it tried installing that module as a 64-bit.
But my Perl is 32-bit. This seems to be a common occurence.
 

 
 
It may help to narrow the problem by testing DBD::Oracle first.  Try using
the 'dbish' utility installed with DBI, or with a test script like this
(copied and pasted from one I used a while back-- I had to mess with
manually setting $ORACLE_HOME and $LIBPATH in some cases):
 
#!/usr/local/bin/perl -w
 
print "hello\n";
 
use DBI;
#use DBD::Oracle;
 
#print "ENV:\n", map {"  $_:  $ENV{$_}\n"} sort keys %ENV;
 
if ($^O =~ m/aix/i) {
        $ENV{ORACLE_HOME} = '/usr/local/oracle/instantclient';
        $ENV{LIBPATH} = $ENV{ORACLE_HOME};
}
 
my $dbh = DBI->connect('dbi:Oracle:host=clorad1.aig.com;sid=clorad1',
'user', 'password');
 
print join "\n", $dbh->get_info(17),
        $dbh->get_info(18);
 
print "\nname from v\$database:  ", $dbh->selectrow_array("select name from
v\$database");
 
print "\n\n";

 
I had trouble in the past with 64 / 32 bit perl and Oracle client libs, so
if you do this and still think that may be the issue I can send you my notes
on that, or you can probably google them up somewhere.
 
-n
 
 

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From sashag at austbrokers.com.au  Thu May 17 21:48:07 2007
From: sashag at austbrokers.com.au (Sasha Gerrand)
Date: Fri, 18 May 2007 11:48:07 +1000
Subject: [rt-users] Strange Behavior in IE
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC035B7B27@mtn-exch1.sumtotalsystems.com>
References: <1AC37FBEF7856646AC61A9F285BC14CC035B7B27@mtn-exch1.sumtotalsystems.com>
Message-ID: <11C1048FB499954D9C888EF15148AF0CB27868@austbdc.austbrok.local>

> Should it cache the data locally then submit all at once (sorry can't
remember what that's called)
I think you mean buffered output.

Do you have an example (ideally a screenshot) of the issue you have
encountered?

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:  0448 278 500 
Email:   sashag at austbrokers.com.au 
Web:    http://www.austbrokers.com.au <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
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________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeff
Stark
Sent: Friday, 18 May 2007 4:33 AM
To: rt-users
Subject: [rt-users] Strange Behavior in IE


We are currently seeing some strange behavior in IE (6 and 7) on version
3.6.3 of RT / Apache / RHEL.
 
Sometimes the pages become "cutup" and you have to refresh to get the
page to realign.  Resizing the browser window also works.
 
Has anyone else seen this?  Does anyone know what may be causing it?  Is
it perhaps that Apache is sending back data to soon?  Should it cache
the data locally then submit all at once (sorry can't remember what
that's called)
 
 
 
Thanks,
 
-Stark



From kgn at billetnet.dk  Fri May 18 01:39:51 2007
From: kgn at billetnet.dk (Kim G. Nielsen)
Date: Fri, 18 May 2007 07:39:51 +0200
Subject: [rt-users] Is there a change in the rt-mailgate interface in3.6.3?
In-Reply-To: <20070517143335.F7484@malcolm.berkeley.edu>
Message-ID: <BE122FFAC4293147AB3563B0919ECAD9038DF523@mailduck.tmcopenhagen.local>


[SNIP]
Drew,

Yes.  To be more specific, I unloaded the db, had our db admin reload it

on the new machine, then I ran the RT upgrades to bring the schema from 
3.4.5 to 3.6.3.  From what I can see, via the web interface, the data
and 
configs look exactly the same on both RTs.

In particular, the 'Everyone' group has these Global rights:

    CreateTicket, ModifySelf, ReplyToTicket

I've been testing rt-mailgate by running it on the same machine where RT

(3.6.3) is running, using the command line interface, e.g.,

  rt-mailgate --debug --queue general --action correspond --url
https://....

I then supply just the string 'xxx' in stdin and get the error message:

    not ok - Could not load a valid user ...

If I run the same command but point to the URL of my 3.4.5 system, I get
a 
message like this:

    okTicket: 631Queue: Owner: NobodyStatus: Subject: Requestor: at
.../rt-mailgate line 109, <> line 1
[/SNIP]

This is the same problem I have .. In the old installation 3.4.5 it
works fine but when I reinstalled it (The only difference is that I
dropped the db) mailgate is no longer working .. With the same errors
that you have.

Best regards
Kim




From kgn at billetnet.dk  Fri May 18 01:44:51 2007
From: kgn at billetnet.dk (Kim G. Nielsen)
Date: Fri, 18 May 2007 07:44:51 +0200
Subject: [rt-users] Yet another mailgate problem: Could not load a valid
	user
In-Reply-To: <BD8872AC-E0A4-4F42-9AC8-EF52F01653DA@bestpractical.com>
Message-ID: <BE122FFAC4293147AB3563B0919ECAD9038DF524@mailduck.tmcopenhagen.local>



-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
What rights have you granted 'Everybody' and 'Unprivileged'?


Yes everyone should be able to create a ticket .. Just not through the
link I posted :(


From theillien at yahoo.com  Fri May 18 01:46:47 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 18 May 2007 01:46:47 -0400
Subject: [rt-users] ActiveStatusArray
Message-ID: <464D3DC7.2030309@yahoo.com>

Looking at Queue_Overlay.pm we see a subroutine called ActiveStatusArray.  This
uses @RT::ActiveStatus to populate an array with "an array of all ActiveStatuses
for this queue".  Am I correct in concluding that @RT::ActiveStatus is from
RT_SiteConfig.pm at approximately line 511?  I'm curious because I've added my
custom status to this array after 'stalled' but, under Quick search, each queue
does not include my custom status in its search query.

I've edited QuickSearch under share/html/Elements to include it so it does show
up as a QuickSearch column.  However, linking to each queue via Quick search
only does a search for "...Queue ='QueueName' AND (Status = 'open' OR Status =
'new' OR Status = 'stalled')" when I expect to see "OR Status = 'CustomStatus'"
after "Status = 'stalled'".

How, though, does one choose active statuses for a queue if the subroutine finds
active statuses for it?  It seems that all statuses apply to a queue both active
and inactive.

I've edited both RT_Config.pm and RT_SiteConfig.pm to no avail.  There clearly
isn't a location where this is hard coded into a file with the exception of the
config files.  So, why is my custom status not showing up in searches that rely
on @ActiveStatus in the config files?


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


From ruz at bestpractical.com  Fri May 18 01:48:09 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 18 May 2007 09:48:09 +0400
Subject: [rt-users] Is there a change in the rt-mailgate interface in3.6.3?
In-Reply-To: <BE122FFAC4293147AB3563B0919ECAD9038DF523@mailduck.tmcopenhagen.local>
References: <20070517143335.F7484@malcolm.berkeley.edu>
	<BE122FFAC4293147AB3563B0919ECAD9038DF523@mailduck.tmcopenhagen.local>
Message-ID: <589c94400705172248o44ce8869j28b89afde1ca58b9@mail.gmail.com>

is there any chance that you have not provided --action argument?

On 5/18/07, Kim G. Nielsen <kgn at billetnet.dk> wrote:
>
> [SNIP]
> Drew,
>
> Yes.  To be more specific, I unloaded the db, had our db admin reload it
>
> on the new machine, then I ran the RT upgrades to bring the schema from
> 3.4.5 to 3.6.3.  From what I can see, via the web interface, the data
> and
> configs look exactly the same on both RTs.
>
> In particular, the 'Everyone' group has these Global rights:
>
>     CreateTicket, ModifySelf, ReplyToTicket
>
> I've been testing rt-mailgate by running it on the same machine where RT
>
> (3.6.3) is running, using the command line interface, e.g.,
>
>   rt-mailgate --debug --queue general --action correspond --url
> https://....
>
> I then supply just the string 'xxx' in stdin and get the error message:
>
>     not ok - Could not load a valid user ...
>
> If I run the same command but point to the URL of my 3.4.5 system, I get
> a
> message like this:
>
>     okTicket: 631Queue: Owner: NobodyStatus: Subject: Requestor: at
> .../rt-mailgate line 109, <> line 1
> [/SNIP]
>
> This is the same problem I have .. In the old installation 3.4.5 it
> works fine but when I reinstalled it (The only difference is that I
> dropped the db) mailgate is no longer working .. With the same errors
> that you have.
>
> Best regards
> Kim
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: 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 kgn at billetnet.dk  Fri May 18 01:55:15 2007
From: kgn at billetnet.dk (Kim G. Nielsen)
Date: Fri, 18 May 2007 07:55:15 +0200
Subject: [rt-users] Is there a change in the rt-mailgate interface in3.6.3?
In-Reply-To: <589c94400705172248o44ce8869j28b89afde1ca58b9@mail.gmail.com>
Message-ID: <BE122FFAC4293147AB3563B0919ECAD9038DF525@mailduck.tmcopenhagen.local>


[SNIP]
-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On
Behalf Of Ruslan Zakirov
Sent: 18. maj 2007 07:48
To: Kim G. Nielsen
Cc: RT User List
Subject: Re: [rt-users] Is there a change in the rt-mailgate interface
in3.6.3?


is there any chance that you have not provided --action argument?

[/SNIP]

No .. This is the line I'm testing with:

# echo test|/etc/smrsh/rt-mailgate  --debug --queue General --action
correspond --url http://localhost/rt3

Best regards
Kim



From mikef at ack.berkeley.edu  Fri May 18 02:09:54 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Thu, 17 May 2007 23:09:54 -0700 (PDT)
Subject: [rt-users] Is there a change in the rt-mailgate interface in3.6.3?
In-Reply-To: <589c94400705172248o44ce8869j28b89afde1ca58b9@mail.gmail.com>
References: <20070517143335.F7484@malcolm.berkeley.edu>
	<BE122FFAC4293147AB3563B0919ECAD9038DF523@mailduck.tmcopenhagen.local>
	<589c94400705172248o44ce8869j28b89afde1ca58b9@mail.gmail.com>
Message-ID: <20070517230600.E21128@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Fri, 18 May 2007 at 09:48 (+0400), Ruslan Zakirov wrote:

> is there any chance that you have not provided --action argument?

In my case, as I indicated in my earlier post, I did supply '--action'. 
Here's the command I've been testing with:

  rt-mailgate --debug --queue general --action correspond --url https://....

It's really mysterious.  If I run the exact same command, on the same 
machine, but change the URL to my 3.4.5 RT, it works.  But it fails with

   not ok - Could not load a valid user ...

on my 3.6.3 system that is configured the same.

I even went into Global Rights, removed 'CreateTicket' from Everybody, 
then added it back in, to make sure it's really there (!).  Same result.

What else could be going on here?

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From theillien at yahoo.com  Fri May 18 02:19:39 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 18 May 2007 02:19:39 -0400
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <464D457B.5000302@yahoo.com>

The ability to customize the colors easily from the Configuration menu.

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


Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com


From Sal.Baytalskiy at AIG.com  Fri May 18 02:25:23 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Fri, 18 May 2007 02:25:23 -0400
Subject: [rt-users] RT 4
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC7198@xlivmbx34.aig.com>

Using Nagios as an example.
Its written also in Perl, but there's a Java port which basically eliminates
the installation completely.
Download a bunch JARs and fire up Java.
If there was a port of RT in Java - this would do wonders for the adoption
rate.
Many big corporation don't allow open source stuff and Perl-based software
in particular...
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder
Sent: Friday, May 18, 2007 2:20 AM
To: Jesse Vincent
Cc: RT Users
Subject: Re: [rt-users] RT 4

The ability to customize the colors easily from the Configuration menu.

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


Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what 
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
> 
> 
> ----------------------------------------------------------------------
> --
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com Commercial support: 
> 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 BKO at schilling.dk  Fri May 18 02:40:28 2007
From: BKO at schilling.dk (Brian Kjelin Olsen)
Date: Fri, 18 May 2007 08:40:28 +0200
Subject: =?iso-8859-1?Q?SV=3A_SV=3A_=5Brt-users=5D_Charset_error_in_subject_when_u?=
	=?iso-8859-1?Q?sing_Danish_letters_=28=E6=F8=E5_/_=C6=D8=C5=29_?=
Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F7872@mia>

No, I haven't heard of any having the same problem with Danish letters in the subject only.

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

-----Oprindelig meddelelse-----
Fra: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sendt: 16. maj 2007 18:35
Til: Brian Kjelin Olsen
Cc: RT Users
Emne: Re: SV: [rt-users] Charset error in subject when using Danish letters (??? / ???) 


On May 16, 2007, at 6:38 AM, Brian Kjelin Olsen wrote:

> Hi Jesse
>
> I'm sorry that this reply was delayed, but several other tasks were  
> impediment for continuing this issue. Nevertheless, it is still an  
> issue we haven't bin able to solve even though several people have  
> suggested changes of various settings.
>
> You asked for the Perl and Mime version and about the database and  
> webui setup.
> - MimeTools version is: 5.420. The encode version was: 2.01 but is  
> upgraded to 2.20
> - Perl version is: v5.8.5 built for i386-linux-thread-multi
> - DB (Oracle) and webui looks alright - no strange conversions...
>
> Everything looks right - except for the subject in e-mails returned  
> from RT...
> There are no problems with Danish letters in the mail body.

Has anyone else seen this issue? (Finding commonalities would help  
track it down)


> Med venlig hilsen / Best regards
> Brian Kjelin Olsen
> Schilling A/S
>
> -----Oprindelig meddelelse-----
> Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sendt: 25. april 2007 15:40
> Til: Brian Kjelin Olsen
> Cc: RT Users
> Emne: Re: [rt-users] Charset error in subject when using Danish  
> letters (??? / ???)
>
>
> On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote:
>
>> During our correspondence with our customers by mail through the RT
>> system, the Danish letters (??? / ???) is getting unreadable when
>> they are placed in the subject.
>> Any ideas would be most welcome.
>>
>> Example:         "Subject: Fwd: [support.schilling.dk #120841]
>> S??gefunktion p?? kunde. ??BLEGR??D?? - ??blegr??d??"
>> Correct subject: "Subject: Fwd: [support.schilling.dk #120841]
>> S?gefunktion p? kunde. ?BLEGR?D? - ?blegr?d?"
>>
>
>
> What Perl version are you running? Are you current on MIME::Tools and
> Encode? Is it right in the database and/or webui?
>
>



From sk at net-lab.net  Fri May 18 04:51:52 2007
From: sk at net-lab.net (Sven Kloe)
Date: Fri, 18 May 2007 10:51:52 +0200
Subject: [rt-users] Get recipient with scrip
Message-ID: <200705181051.53167.sk@net-lab.net>

Hi all,

I am using a scrip which moves a new (email generated) ticket in another queue.
This works fine if I query the Sender / Requestor, but now I have to know the recipient the "To:" Field (I have several email addresses forwarded into one of  RT).
How can I access the "To:"-value from a scrp?

Regards,
Sven


From sk at net-lab.net  Fri May 18 05:06:02 2007
From: sk at net-lab.net (Sven Kloe)
Date: Fri, 18 May 2007 11:06:02 +0200
Subject: [rt-users] Multiple signatures per user
Message-ID: <200705181106.03257.sk@net-lab.net>

Hi all,

I have the Problem that I sometimes need a different signature because I have to answer as another company.
Any idea how I can realize this?

Regards
Sven


From theillien at yahoo.com  Fri May 18 05:08:37 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Fri, 18 May 2007 05:08:37 -0400
Subject: [rt-users] Multiple signatures per user
In-Reply-To: <200705181106.03257.sk@net-lab.net>
References: <200705181106.03257.sk@net-lab.net>
Message-ID: <464D6D15.40600@yahoo.com>

Sven Kloe wrote:
> Hi all,
> 
> I have the Problem that I sometimes need a different signature because I have to answer as another company.
> Any idea how I can realize this?
> 
> Regards
> Sven
>

You can probably create a scrip which inserts signatures based on the email
address you create a comment/reply as.

Mathew


From sk at net-lab.net  Fri May 18 06:06:46 2007
From: sk at net-lab.net (Sven Kloe)
Date: Fri, 18 May 2007 12:06:46 +0200
Subject: [rt-users] Multiple signatures per user
In-Reply-To: <464D6D15.40600@yahoo.com>
References: <200705181106.03257.sk@net-lab.net> <464D6D15.40600@yahoo.com>
Message-ID: <200705181206.46616.sk@net-lab.net>

I know I have to replace the original signature but I have no idea how :(
I can use a custom field to select another signature (i. e. Stored in an extra table in the DB).
But I don't know how I can change the signature temporarily (unfortunaly I'm not a perl guru).

Sven

Am Freitag 18 Mai 2007 11:08 schrieb Mathew Snyder:
> Sven Kloe wrote:
> > Hi all,
> > 
> > I have the Problem that I sometimes need a different signature because I have to answer as another company.
> > Any idea how I can realize this?
> > 
> > Regards
> > Sven
> >
> 
> You can probably create a scrip which inserts signatures based on the email
> address you create a comment/reply as.
> 
> Mathew


From JoopvandeWege at mococo.nl  Fri May 18 06:03:57 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Fri, 18 May 2007 12:03:57 +0200
Subject: [rt-users] Desperately ned Oracle help
In-Reply-To: <8B53BA7E90552E45AF25093FD6DFA1DB05CC7174@xlivmbx34.aig.com>
References: <8B53BA7E90552E45AF25093FD6DFA1DB05CC7174@xlivmbx34.aig.com>
Message-ID: <464D7A0D.3060303@mococo.nl>

Baytalskiy, Sal wrote:
> Hey guys!
> A little update:
> i've been looking at the rt-setup-database script trying to figure out 
> how to get around the issues i'm having.
> So the very first error mentioned this: at 
> //usr/local/rt3_ora/sbin/rt-setup-database line 103 which is this
> *$dbh = DBI->connect( get_system_dsn(), $args{'dba'}, 
> $args{'dba-password'} )*
> So i replaced that with: $dbh = DBI->connect( "DBI:Oracle:", 
> $args{'dba'}, $args{'dba-password'} )
>  
> That seemed to get me a bit farther as i got this output:
> Now creating a database for RT.
> ...skipped as mwpoc is not mwpoc or we're working with Oracle.
> DSN component 'CLORAD1' is not in 'name=value' format at 
> /usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627
> DBI connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using 
> this syntax without specifying a HOST and one of SID INSTANCE_NAME 
> SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database *line 138
> *Can't connect using this syntax without specifying a HOST and one of 
> SID INSTANCE_NAME SERVER SERVICE_NAME at 
> //usr/local/rt3_ora/sbin/rt-setup-database line 138, <STDIN> line 1.
> make: *** [initialize-database] Error 255
I'm using Oracle too and it should not matter whether the database is on 
  the localhost or a remote one, so I would go back and do the following:
- drop the schema of RT on the remote server
- add the RT user or grant DBA role to it (temporarily)
- configure RT again with the correct parameters these are mine adjust 
accordingly:
   -- export ORACLE_HOME=/your/oracle/home
   -- export ORACLE_SID=YOURSID
   -- (else the following line will barf)
   -- ./configure --with-db-type=Oracle --with-db-dba=rt_user
      --with-db-database=XE

  (if XE is in your tnsnames.ora then everything should work doesn't 
matter where that db is)
- make initialize-database

As to the 32/64bit problem that used to be an issue but since I haven't 
done a clean install in a while I don't  know if current DBD::Oracle 
still has problems. The way I fixed this once, from memory, is that I 
did edit the make file to use $ORACLE_HOME/lib32 instead of 
$ORACLE_HOME/lib which is since 10g 64bit instead of 32 as is used to be 
in pre 10g.
But you should get a error from making DBD::Oracle which should be 
rather clear on  this issue since it complains about elf64 problems.

Hope this helps, either contact me offlist, I might be able to help.

Joop



From bobg at uic.edu  Fri May 18 09:57:11 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Fri, 18 May 2007 08:57:11 -0500
Subject: [rt-users] RT 4 
In-Reply-To: Your message of "Fri, 18 May 2007 02:25:23 EDT."
	<8B53BA7E90552E45AF25093FD6DFA1DB05CC7198@xlivmbx34.aig.com> 
Message-ID: <200705181357.l4IDvBeO015547@remora.cc.uic.edu>

>Using Nagios as an example.
>Its written also in Perl, but there's a Java port which basically eliminates
>the installation completely.
>Download a bunch JARs and fire up Java.
>If there was a port of RT in Java - this would do wonders for the adoption
>rate.
>Many big corporation don't allow open source stuff and Perl-based software
>in particular...

That makes my head spin!

Are you saying the installation is a turnoff, regardless of language?
If so, there are alternatives to java, such as a VM image.
Or, like WebGUI (a CMS I'm playing with), you can download
a full runtime, including apache, mysql, and perl itself,
so there isn't the usuall "installation".

Are you saying it must be java, just because of "policy"?
That the shop knows java, doesn't know perl, and won't
install anything but java?  

Are you saying bigcos don't like things writting in perl
because perl is open source?  Even if the app is not open?
Even though RT is open in the way I care about, it is closed
in the sense that changes in the official distribution are
vetted by a company.   Besides, what now that java is being open-sourced?

I'm not that familiar with nagios.  Do the jars include a database
and web server?  Also, how do they ensure that the perl and java
versions actually work the same?

  bobg


From Sal.Baytalskiy at AIG.com  Fri May 18 10:15:17 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Fri, 18 May 2007 09:15:17 -0500
Subject: [rt-users] RT 4 
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC72E4@xlivmbx34.aig.com>

Whoa, take it easy...
All I'm saying, and this is coming from personal experience trying to bring
RT into my workplace, it is very difficult to introduce this type of
software (no matter how good it is) into a huge company.
When our security group hears about Perl or sendmail or MySQL - you can
pretty much kiss your software goodbye.

Now, the reason I took Java as an example is because while it is (almost)
open source - it is also installed on every UNIX box.
There's no reason to have GCC and other supporting software in order to
install the software you want.

Also, with Java 1.5 - there's an ability to have embedded DB.

It may very well be a VM image. I've playing with a monitoring solution
called Zenoss which gives you a VM image that you can fire up in 20 minutes
and have a complete working solution.

In any event, in my company it is VERY difficult to bring RT in through the
official channels precisely because of the install process.

Sal.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bob Goldstein
Sent: Friday, May 18, 2007 9:57 AM
To: RT Users
Subject: Re: [rt-users] RT 4 

>Using Nagios as an example.
>Its written also in Perl, but there's a Java port which basically 
>eliminates the installation completely.
>Download a bunch JARs and fire up Java.
>If there was a port of RT in Java - this would do wonders for the 
>adoption rate.
>Many big corporation don't allow open source stuff and Perl-based 
>software in particular...

That makes my head spin!

Are you saying the installation is a turnoff, regardless of language?
If so, there are alternatives to java, such as a VM image.
Or, like WebGUI (a CMS I'm playing with), you can download a full runtime,
including apache, mysql, and perl itself, so there isn't the usuall
"installation".

Are you saying it must be java, just because of "policy"?
That the shop knows java, doesn't know perl, and won't install anything but
java?  

Are you saying bigcos don't like things writting in perl because perl is
open source?  Even if the app is not open?
Even though RT is open in the way I care about, it is closed in the sense
that changes in the official distribution are
vetted by a company.   Besides, what now that java is being open-sourced?

I'm not that familiar with nagios.  Do the jars include a database and web
server?  Also, how do they ensure that the perl and java versions actually
work the same?

  bobg
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From Sal.Baytalskiy at AIG.com  Fri May 18 11:34:32 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Fri, 18 May 2007 10:34:32 -0500
Subject: [rt-users] Desperately ned Oracle help
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC73BB@xlivmbx34.aig.com>

Update:

I tried getting DBA permissions temporarily but the DBAs won't do it for me.
Too risky they say.
So they granted the CREATE USER permission to the existing user id they gave
me.
That got me a bit farther than yesterday.

Here's the output:

Password: 
Now creating a database for RT.
Creating Oracle database CLORAD1.
Done setting up database ACLs.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Now inserting RT core system objects
[Fri May 18 14:55:38 2007] [crit]: Connect Failed Can't connect using this
syntax without specifying a HOST and one of SID INSTANCE_NAME SERVER
SERVICE_NAME
 at //usr/local/rt3_ora/sbin/rt-setup-database line 390
(/usr/local/rt3_ora/lib/RT.pm:346)

Stack trace:
        RT::__ANON__() called at /usr/perl5/5.8.4/lib/Carp.pm:191
        Carp::croak() called at
/usr/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm:106
        DBIx::SearchBuilder::Handle::Connect() called at
/usr/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle/Oracle.pm:46
        DBIx::SearchBuilder::Handle::Oracle::Connect() called at
/usr/local/rt3_ora/lib/RT/Handle.pm:98
        RT::Handle::Connect() called at
//usr/local/rt3_ora/sbin/rt-setup-database:390
        main::insert_initial_data() called at
//usr/local/rt3_ora/sbin/rt-setup-database:149
Connect Failed Can't connect using this syntax without specifying a HOST and
one of SID INSTANCE_NAME SERVER SERVICE_NAME
 at //usr/local/rt3_ora/sbin/rt-setup-database line 390
make: *** [initialize-database] Error 29

So at this point I really need your help on getting past the Line 390
problem (sub insert_initial_data)
What do I need to do to make it connect to my DB? I've been hardcoding the
DBI:Oracle:CLORAD1 everywhere else it was failing to connect.
But I don't know how to do it in this sub. Here's how its trying to connect
now:

	    #connect to the db, for actual RT work
	    require RT::Handle;
	    $RT::Handle = RT::Handle->new();
Line 390)  $RT::Handle->Connect();

Is there anything I can set to make it connect to my DB like this? I don't
care if I hardcode it like I did before, just as long as its able to finally
finish initializing the DB.

I think I'm real close now...


-----Original Message-----
From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] 
Sent: Friday, May 18, 2007 6:04 AM
To: Baytalskiy, Sal
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Desperately ned Oracle help

Baytalskiy, Sal wrote:
> Hey guys!
> A little update:
> i've been looking at the rt-setup-database script trying to figure out 
> how to get around the issues i'm having.
> So the very first error mentioned this: at 
> //usr/local/rt3_ora/sbin/rt-setup-database line 103 which is this 
> *$dbh = DBI->connect( get_system_dsn(), $args{'dba'}, 
> $args{'dba-password'} )* So i replaced that with: $dbh = DBI->connect( 
> "DBI:Oracle:", $args{'dba'}, $args{'dba-password'} )
>  
> That seemed to get me a bit farther as i got this output:
> Now creating a database for RT.
> ...skipped as mwpoc is not mwpoc or we're working with Oracle.
> DSN component 'CLORAD1' is not in 'name=value' format at 
> /usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627 DBI 
> connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using 
> this syntax without specifying a HOST and one of SID INSTANCE_NAME 
> SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database 
> *line 138 *Can't connect using this syntax without specifying a HOST 
> and one of SID INSTANCE_NAME SERVER SERVICE_NAME at 
> //usr/local/rt3_ora/sbin/rt-setup-database line 138, <STDIN> line 1.
> make: *** [initialize-database] Error 255
I'm using Oracle too and it should not matter whether the database is on
  the localhost or a remote one, so I would go back and do the following:
- drop the schema of RT on the remote server
- add the RT user or grant DBA role to it (temporarily)
- configure RT again with the correct parameters these are mine adjust
accordingly:
   -- export ORACLE_HOME=/your/oracle/home
   -- export ORACLE_SID=YOURSID
   -- (else the following line will barf)
   -- ./configure --with-db-type=Oracle --with-db-dba=rt_user
      --with-db-database=XE

  (if XE is in your tnsnames.ora then everything should work doesn't matter
where that db is)
- make initialize-database

As to the 32/64bit problem that used to be an issue but since I haven't done
a clean install in a while I don't  know if current DBD::Oracle still has
problems. The way I fixed this once, from memory, is that I did edit the
make file to use $ORACLE_HOME/lib32 instead of $ORACLE_HOME/lib which is
since 10g 64bit instead of 32 as is used to be in pre 10g.
But you should get a error from making DBD::Oracle which should be rather
clear on  this issue since it complains about elf64 problems.

Hope this helps, either contact me offlist, I might be able to help.

Joop


From Sal.Baytalskiy at AIG.com  Fri May 18 12:04:14 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Fri, 18 May 2007 12:04:14 -0400
Subject: [rt-users] Desperately ned Oracle help
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC7411@xlivmbx34.aig.com>

I tried replacing 

$RT::Handle->Connect();  (line 390)

with

$RT::Handle = DBI->connect("dbi:Oracle:host=clorad1.aig.com;sid=CLORAD1",
"mwpoc", "mwpoc"); 

Not sure if this is correct but that got me even farther:

Password: 
Now creating a database for RT.
Creating Oracle database CLORAD1.
Done setting up database ACLs.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Now inserting RT core system objects
Checking for existing system user...Can't locate object method "Rollback"
via package "DBI::db" at /usr/local/rt3_ora/lib/RT.pm line 345.
make: *** [initialize-database] Error 255

I can actually see that it created the user id that I specified as $RTUser
in my SiteConfig.pm file.

Please tell me what I'm doing wrong and how can I make this line 390 work.

Thanks in advance,
Sal.

-----Original Message-----
From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] 
Sent: Friday, May 18, 2007 6:04 AM
To: Baytalskiy, Sal
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Desperately ned Oracle help

Baytalskiy, Sal wrote:
> Hey guys!
> A little update:
> i've been looking at the rt-setup-database script trying to figure out 
> how to get around the issues i'm having.
> So the very first error mentioned this: at 
> //usr/local/rt3_ora/sbin/rt-setup-database line 103 which is this 
> *$dbh = DBI->connect( get_system_dsn(), $args{'dba'}, 
> $args{'dba-password'} )* So i replaced that with: $dbh = DBI->connect( 
> "DBI:Oracle:", $args{'dba'}, $args{'dba-password'} )
>  
> That seemed to get me a bit farther as i got this output:
> Now creating a database for RT.
> ...skipped as mwpoc is not mwpoc or we're working with Oracle.
> DSN component 'CLORAD1' is not in 'name=value' format at 
> /usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627 DBI 
> connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using 
> this syntax without specifying a HOST and one of SID INSTANCE_NAME 
> SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database 
> *line 138 *Can't connect using this syntax without specifying a HOST 
> and one of SID INSTANCE_NAME SERVER SERVICE_NAME at 
> //usr/local/rt3_ora/sbin/rt-setup-database line 138, <STDIN> line 1.
> make: *** [initialize-database] Error 255
I'm using Oracle too and it should not matter whether the database is on
  the localhost or a remote one, so I would go back and do the following:
- drop the schema of RT on the remote server
- add the RT user or grant DBA role to it (temporarily)
- configure RT again with the correct parameters these are mine adjust
accordingly:
   -- export ORACLE_HOME=/your/oracle/home
   -- export ORACLE_SID=YOURSID
   -- (else the following line will barf)
   -- ./configure --with-db-type=Oracle --with-db-dba=rt_user
      --with-db-database=XE

  (if XE is in your tnsnames.ora then everything should work doesn't matter
where that db is)
- make initialize-database

As to the 32/64bit problem that used to be an issue but since I haven't done
a clean install in a while I don't  know if current DBD::Oracle still has
problems. The way I fixed this once, from memory, is that I did edit the
make file to use $ORACLE_HOME/lib32 instead of $ORACLE_HOME/lib which is
since 10g 64bit instead of 32 as is used to be in pre 10g.
But you should get a error from making DBD::Oracle which should be rather
clear on  this issue since it complains about elf64 problems.

Hope this helps, either contact me offlist, I might be able to help.

Joop


From KFCrocker at lbl.gov  Fri May 18 12:09:01 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 18 May 2007 09:09:01 -0700
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <6.2.1.2.2.20070517163515.02dbe3e0@mail.sdsu.edu>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.1.2.2.20070517163515.02dbe3e0@mail.sdsu.edu>
Message-ID: <464DCF9D.9070005@lbl.gov>

Gene,


	Sorry for all the hassle. In the Perl class I took, I got the 
impression that it didn't matter what type of brackets you used, as long 
as they matched left & right. Also, why do you use == in the second 
line? Why not just another eq? Another question; I was under the 
impression that if the code failed, nothing happened. In my case it 
seems that the code was wrong, but I was getting a notification no 
matter what. That doesn't make sense.

Kenn

Gene LeDuc wrote:
> Kenn, you're using curly brackets to enclose the condition phrase.  In 
> this case you really don't need to enclose it at all, but if you do then 
> you need to use parentheses.
> 
> This should work:
>   return 1 if $trans->Type eq "CustomField" && $trans->Field == 
> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
> Request";
> 
> This too:
>   return 1 if ($trans->Type eq "CustomField" && $trans->Field == 
> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
> Request");
> 
> Also:
>   return ($trans->Type eq "CustomField" && $trans->Field == 
> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
> Request");
> 
> All assuming that the CF name and Value are as stated and that you have 
> the get_custom_id sub at the end of your code.
> 
> At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
>> return 1 if {$trans->Type eq "CustomField" &&
>>              $trans->Field == get_custom_id('Approval-Status') &&
>>              $trans->NewValue eq "Reviewing Request"};
> 
> 


From sturner at MIT.EDU  Fri May 18 12:13:46 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 18 May 2007 12:13:46 -0400
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <464DCF9D.9070005@lbl.gov>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.1.2.2.20070517163515.02dbe3e0@mail.sdsu.edu>
	<464DCF9D.9070005@lbl.gov>
Message-ID: <6.2.3.4.2.20070518121207.03d0d840@po14.mit.edu>

At Friday 5/18/2007 12:09 PM, Kenneth Crocker wrote:
>Gene,
>
>
>         Sorry for all the hassle. In the Perl class I took, I got 
> the impression that it didn't matter what type of brackets you 
> used, as long as they matched left & right. Also, why do you use == 
> in the second line? Why not just another eq? Another question; I 
> was under the impression that if the code failed, nothing happened. 
> In my case it seems that the code was wrong, but I was getting a 
> notification no matter what. That doesn't make sense.
>
>Kenn

Hi Kenn,

Regarding the last part about notification, you should see something 
in the RT log when a scrip with invalid Perl code is executed.

Steve 



From sturner at MIT.EDU  Fri May 18 12:22:42 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 18 May 2007 12:22:42 -0400
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <464DCF9D.9070005@lbl.gov>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.1.2.2.20070517163515.02dbe3e0@mail.sdsu.edu>
	<464DCF9D.9070005@lbl.gov>
Message-ID: <6.2.3.4.2.20070518121725.03a561e0@po14.mit.edu>

At Friday 5/18/2007 12:09 PM, Kenneth Crocker wrote:
>Gene,
>
>
>         Sorry for all the hassle. In the Perl class I took, I got 
> the impression that it didn't matter what type of brackets you 
> used, as long as they matched left & right. Also, why do you use == 
> in the second line? Why not just another eq? Another question; I 
> was under the impression that if the code failed, nothing happened. 
> In my case it seems that the code was wrong, but I was getting a 
> notification no matter what. That doesn't make sense.
>
>Kenn

Kenn,

Sorry, I just re-read your message more closely. If there's a syntax 
error in the Perl, then the error will be logged and the scrip won't 
run. But if the syntax is OK and is just not doing what you want, it 
will run but give you unwanted results.

Steve 



From KFCrocker at lbl.gov  Fri May 18 12:23:39 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 18 May 2007 09:23:39 -0700
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <6.2.1.2.2.20070517163515.02dbe3e0@mail.sdsu.edu>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.1.2.2.20070517163515.02dbe3e0@mail.sdsu.edu>
Message-ID: <464DD30B.4010709@lbl.gov>

Gene,

	I just tried the code:

my $trans = $self->TransactionObj;

return ($trans->Type eq "CustomField" &&
         $trans->Field == get_custom_id("Approval-Status") &&
         $trans->NewValue eq "Reviewing Request");

and I got the error "* Custom field value Reviewing Request could not be 
found for custom field Approval-Status"  and no notification was sent. 
The funny thing is, I get that message regardless of what value I select 
from the drop down. If I can see the selection in the drop down, how can 
that error message be generated? I looked at the custom field and it is 
selected for the Queue I am using and I am a super-user. So I then added 
myself to a group with "modifycustomfield" for that custom field (just 
in case) and the error said the custom field was "not under 
consideration". What does that mean? Why is it saying that when I have 
the CF applied to the Queue, I am a superuser, and I am in a group with 
modifycustomfield rights? this doesn't make sense.

Kenn





Gene LeDuc wrote:
> Kenn, you're using curly brackets to enclose the condition phrase.  In 
> this case you really don't need to enclose it at all, but if you do then 
> you need to use parentheses.
> 
> This should work:
>   return 1 if $trans->Type eq "CustomField" && $trans->Field == 
> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
> Request";
> 
> This too:
>   return 1 if ($trans->Type eq "CustomField" && $trans->Field == 
> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
> Request");
> 
> Also:
>   return ($trans->Type eq "CustomField" && $trans->Field == 
> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
> Request");
> 
> All assuming that the CF name and Value are as stated and that you have 
> the get_custom_id sub at the end of your code.
> 
> At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
>> return 1 if {$trans->Type eq "CustomField" &&
>>              $trans->Field == get_custom_id('Approval-Status') &&
>>              $trans->NewValue eq "Reviewing Request"};
> 
> 


From gleduc at mail.sdsu.edu  Fri May 18 12:42:18 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 18 May 2007 09:42:18 -0700
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <464DCF9D.9070005@lbl.gov>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.1.2.2.20070517163515.02dbe3e0@mail.sdsu.edu>
	<464DCF9D.9070005@lbl.gov>
Message-ID: <6.2.1.2.2.20070518091540.02da15c0@mail.sdsu.edu>

I used "==" in the second comparison instead of "eq" because that's what 
you had.  It should work because the CF id is an integer and 
get_custom_id() returns an integer or undef, so you're comparing 
integers.  Sometimes perl is pretty good about making things work when they 
aren't quite correct, so using "eq" might work also.

I don't know enough about perl's guts to be able to say why the "{ ... }" 
block returns true every time.  It's an interesting question, maybe it's a 
property of code blocks that they are always true.  I just know that 
{braces}, (parentheses), and [brackets] are not interchangeable.

Gene

At 09:09 AM 5/18/2007, Kenneth Crocker wrote:
>Gene,
>
>
>         Sorry for all the hassle. In the Perl class I took, I got the 
> impression that it didn't matter what type of brackets you used, as long 
> as they matched left & right. Also, why do you use == in the second line? 
> Why not just another eq? Another question; I was under the impression 
> that if the code failed, nothing happened. In my case it seems that the 
> code was wrong, but I was getting a notification no matter what. That 
> doesn't make sense.
>
>Kenn
>
>Gene LeDuc wrote:
>>Kenn, you're using curly brackets to enclose the condition phrase.  In 
>>this case you really don't need to enclose it at all, but if you do then 
>>you need to use parentheses.
>>This should work:
>>   return 1 if $trans->Type eq "CustomField" && $trans->Field == 
>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing Request";
>>This too:
>>   return 1 if ($trans->Type eq "CustomField" && $trans->Field == 
>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing Request");
>>Also:
>>   return ($trans->Type eq "CustomField" && $trans->Field == 
>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing Request");
>>All assuming that the CF name and Value are as stated and that you have 
>>the get_custom_id sub at the end of your code.
>>At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
>>>return 1 if {$trans->Type eq "CustomField" &&
>>>              $trans->Field == get_custom_id('Approval-Status') &&
>>>              $trans->NewValue eq "Reviewing Request"};
>
>
>--
>Gene LeDuc, GSEC
>Security Analyst
>San Diego State University 



From sturner at MIT.EDU  Fri May 18 12:44:32 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 18 May 2007 12:44:32 -0400
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <464CE5A1.8050306@lbl.gov>
References: <464CE5A1.8050306@lbl.gov>
Message-ID: <6.2.3.4.2.20070518123955.03d48a28@po14.mit.edu>

Kenn,

The following code might do what you need - it's taken from a similar 
scrip we use.

Steve



my $trans = $self->TransactionObj;

if ($trans->Type eq 'CustomField') {
     my $cf = new RT::CustomField($RT::SystemUser);
     $cf->LoadByName(Queue => $self->TicketObj->QueueObj->id,
                     Name => "Approval-Status");
     return 0 unless $cf->id;
     if ($trans->Field == $cf->id && $trans->NewValue
         && $trans->NewValue eq "Reviewing Request" ) {
         return 1;
     }
}

return 0;



From jesse at bestpractical.com  Fri May 18 12:47:00 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 18 May 2007 12:47:00 -0400
Subject: =?ISO-8859-1?Q?Re:_SV:_SV:_[rt-users]_Charset_error_in_subject_w?=
	=?ISO-8859-1?Q?hen_using_Danish_letters_=28=E6=F8=E5_/_=C6=D8=C5?=
	=?ISO-8859-1?Q?=29_?=
In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F7872@mia>
References: <60E7170809C4FC4E825DDF39B7ECDE749F7872@mia>
Message-ID: <4637476E-EAA7-4E27-B5C6-2AE4FF24BEF7@bestpractical.com>


On May 18, 2007, at 2:40 AM, Brian Kjelin Olsen wrote:

> No, I haven't heard of any having the same problem with Danish  
> letters in the subject only.

If there are other message headers with Danish characters, do they  
get similarly mangled? Are the characters typed in as unicode or  
latin-1? Does it happen only with one mail client or with many? Are  
there clients it doesn't happen iwth?


> Med venlig hilsen / Best regards
> Brian Kjelin Olsen
> Schilling A/S
>
> -----Oprindelig meddelelse-----
> Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sendt: 16. maj 2007 18:35
> Til: Brian Kjelin Olsen
> Cc: RT Users
> Emne: Re: SV: [rt-users] Charset error in subject when using Danish  
> letters (??? / ???)
>
>
> On May 16, 2007, at 6:38 AM, Brian Kjelin Olsen wrote:
>
>> Hi Jesse
>>
>> I'm sorry that this reply was delayed, but several other tasks were
>> impediment for continuing this issue. Nevertheless, it is still an
>> issue we haven't bin able to solve even though several people have
>> suggested changes of various settings.
>>
>> You asked for the Perl and Mime version and about the database and
>> webui setup.
>> - MimeTools version is: 5.420. The encode version was: 2.01 but is
>> upgraded to 2.20
>> - Perl version is: v5.8.5 built for i386-linux-thread-multi
>> - DB (Oracle) and webui looks alright - no strange conversions...
>>
>> Everything looks right - except for the subject in e-mails returned
>> from RT...
>> There are no problems with Danish letters in the mail body.
>
> Has anyone else seen this issue? (Finding commonalities would help
> track it down)
>
>
>> Med venlig hilsen / Best regards
>> Brian Kjelin Olsen
>> Schilling A/S
>>
>> -----Oprindelig meddelelse-----
>> Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
>> Sendt: 25. april 2007 15:40
>> Til: Brian Kjelin Olsen
>> Cc: RT Users
>> Emne: Re: [rt-users] Charset error in subject when using Danish
>> letters (??? / ???)
>>
>>
>> On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote:
>>
>>> During our correspondence with our customers by mail through the RT
>>> system, the Danish letters (??? / ???) is getting unreadable when
>>> they are placed in the subject.
>>> Any ideas would be most welcome.
>>>
>>> Example:         "Subject: Fwd: [support.schilling.dk #120841]
>>> S??gefunktion p?? kunde. ??BLEGR??D?? - ??blegr??d??"
>>> Correct subject: "Subject: Fwd: [support.schilling.dk #120841]
>>> S?gefunktion p? kunde. ?BLEGR?D? - ?blegr?d?"
>>>
>>
>>
>> What Perl version are you running? Are you current on MIME::Tools and
>> Encode? Is it right in the database and/or webui?
>>
>>
>

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From KFCrocker at lbl.gov  Fri May 18 13:19:59 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 18 May 2007 10:19:59 -0700
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <6.2.3.4.2.20070518123955.03d48a28@po14.mit.edu>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.3.4.2.20070518123955.03d48a28@po14.mit.edu>
Message-ID: <464DE03F.7090706@lbl.gov>

Stephan,


	A question; why do you have ($trans->NewValue
          && $trans->NewValue eq "Reviewing Request")

	in the code? it looks like $trans->NewValue is in there twice. I don't 
understand why it is not just

	if ($trans->Field == $cf->id &&
             $trans->NewValue eq "Reviewing Request" )
             return 1;

	I'm learning here, so please be patient. Thanks.

Kenn
LBNL


Stephen Turner wrote:
> Kenn,
> 
> The following code might do what you need - it's taken from a similar 
> scrip we use.
> 
> Steve
> 
> 
> 
> my $trans = $self->TransactionObj;
> 
> if ($trans->Type eq 'CustomField') {
>     my $cf = new RT::CustomField($RT::SystemUser);
>     $cf->LoadByName(Queue => $self->TicketObj->QueueObj->id,
>                     Name => "Approval-Status");
>     return 0 unless $cf->id;
>     if ($trans->Field == $cf->id && $trans->NewValue
>         && $trans->NewValue eq "Reviewing Request" ) {
>         return 1;
>     }
> }
> 
> return 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
> 


From sturner at MIT.EDU  Fri May 18 13:27:41 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 18 May 2007 13:27:41 -0400
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <464DE03F.7090706@lbl.gov>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.3.4.2.20070518123955.03d48a28@po14.mit.edu>
	<464DE03F.7090706@lbl.gov>
Message-ID: <6.2.3.4.2.20070518132207.03eb55b8@po14.mit.edu>

At Friday 5/18/2007 01:19 PM, Kenneth Crocker wrote:
>Stephan,
>
>
>         A question; why do you have ($trans->NewValue
>          && $trans->NewValue eq "Reviewing Request")
>
>         in the code? it looks like $trans->NewValue is in there 
> twice. I don't understand why it is not just
>
>         if ($trans->Field == $cf->id &&
>             $trans->NewValue eq "Reviewing Request" )
>             return 1;
>
>         I'm learning here, so please be patient. Thanks.
>
>Kenn
>LBNL
>

Hi Kenn,

>No problem - you're probably right - that first bit ( 
>$trans->NewValue )  may be superfluous. I was checking for null 
>before doing the comparison, but I don't think Perl would object if 
>that null check weren't there.

Steve



From KFCrocker at lbl.gov  Fri May 18 13:33:04 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 18 May 2007 10:33:04 -0700
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <6.2.3.4.2.20070518123955.03d48a28@po14.mit.edu>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.3.4.2.20070518123955.03d48a28@po14.mit.edu>
Message-ID: <464DE350.1070708@lbl.gov>

Stephan,


	I have another question; why all the references to QueueObj? On page 
129 of the RT Essentials book (in reference to Transactions, I am 
assuming transactions generated by changing a field, etc.) it says "For 
updates that alter a field or custom field, field tracks what was 
changed". That sounds to me like all I should need to refer to is the 
name of the field, not what Queue it is in. I can't find an easy 
reference to this kind of relationship. I find that the RT Essentials 
book could do a MUCH better job of making some of this stuff easier to 
understand, like more specific examples and models of various code (like 
how to trigger a notification from a CF being changed or how to do that 
plus modify another field (custom or otherwise)). It would seem to me 
that for beginners like myself, simple little things like that would 
make a world of difference in our ability to get some simple 
modifications going.
	Jesse, how about it? Is a new and updated release due out soon?

Kenn
LBNL

Stephen Turner wrote:
> Kenn,
> 
> The following code might do what you need - it's taken from a similar 
> scrip we use.
> 
> Steve
> 
> 
> 
> my $trans = $self->TransactionObj;
> 
> if ($trans->Type eq 'CustomField') {
>     my $cf = new RT::CustomField($RT::SystemUser);
>     $cf->LoadByName(Queue => $self->TicketObj->QueueObj->id,
>                     Name => "Approval-Status");
>     return 0 unless $cf->id;
>     if ($trans->Field == $cf->id && $trans->NewValue
>         && $trans->NewValue eq "Reviewing Request" ) {
>         return 1;
>     }
> }
> 
> return 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
> 


From gleduc at mail.sdsu.edu  Fri May 18 13:54:35 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Fri, 18 May 2007 10:54:35 -0700
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <464DD30B.4010709@lbl.gov>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.1.2.2.20070517163515.02dbe3e0@mail.sdsu.edu>
	<464DD30B.4010709@lbl.gov>
Message-ID: <6.2.1.2.2.20070518104945.02df7688@mail.sdsu.edu>

Kenn, something is odd here.

I just grepped the RT code for that error message and it only seems to 
appear as an error message that is generated if an attempt is made to 
delete a custom value that is not in the specified custom field (like 
trying to delete "xyz" from CF1 if it's not in CF1).  I don't think it has 
anything to do with your scrip condition.

Is the action of your scrip (or template) trying to delete a value from a 
custom field?

Gene

At 09:23 AM 5/18/2007, Kenneth Crocker wrote:
>Gene,
>
>         I just tried the code:
>
>my $trans = $self->TransactionObj;
>
>return ($trans->Type eq "CustomField" &&
>         $trans->Field == get_custom_id("Approval-Status") &&
>         $trans->NewValue eq "Reviewing Request");
>
>and I got the error "* Custom field value Reviewing Request could not be 
>found for custom field Approval-Status"  and no notification was sent. The 
>funny thing is, I get that message regardless of what value I select from 
>the drop down. If I can see the selection in the drop down, how can that 
>error message be generated? I looked at the custom field and it is 
>selected for the Queue I am using and I am a super-user. So I then added 
>myself to a group with "modifycustomfield" for that custom field (just in 
>case) and the error said the custom field was "not under consideration". 
>What does that mean? Why is it saying that when I have the CF applied to 
>the Queue, I am a superuser, and I am in a group with modifycustomfield 
>rights? this doesn't make sense.
>
>Kenn
>
>
>
>
>
>Gene LeDuc wrote:
>>Kenn, you're using curly brackets to enclose the condition phrase.  In 
>>this case you really don't need to enclose it at all, but if you do then 
>>you need to use parentheses.
>>This should work:
>>   return 1 if $trans->Type eq "CustomField" && $trans->Field == 
>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing Request";
>>This too:
>>   return 1 if ($trans->Type eq "CustomField" && $trans->Field == 
>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing Request");
>>Also:
>>   return ($trans->Type eq "CustomField" && $trans->Field == 
>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing Request");
>>All assuming that the CF name and Value are as stated and that you have 
>>the get_custom_id sub at the end of your code.
>>At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
>>>return 1 if {$trans->Type eq "CustomField" &&
>>>              $trans->Field == get_custom_id('Approval-Status') &&
>>>              $trans->NewValue eq "Reviewing Request"};
>
>
>--
>Gene LeDuc, GSEC
>Security Analyst
>San Diego State University 



From sturner at MIT.EDU  Fri May 18 13:50:30 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 18 May 2007 13:50:30 -0400
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <464DE350.1070708@lbl.gov>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.3.4.2.20070518123955.03d48a28@po14.mit.edu>
	<464DE350.1070708@lbl.gov>
Message-ID: <6.2.3.4.2.20070518134151.03eb5b60@po14.mit.edu>

At Friday 5/18/2007 01:33 PM, Kenneth Crocker wrote:
>Stephan,
>
>
>         I have another question; why all the references to 
> QueueObj? On page 129 of the RT Essentials book (in reference to 
> Transactions, I am assuming transactions generated by changing a 
> field, etc.) it says "For updates that alter a field or custom 
> field, field tracks what was changed". That sounds to me like all I 
> should need to refer to is the name of the field, not what Queue it 
> is in. I can't find an easy reference to this kind of relationship. 
> I find that the RT Essentials book could do a MUCH better job of 
> making some of this stuff easier to understand, like more specific 
> examples and models of various code (like how to trigger a 
> notification from a CF being changed or how to do that plus modify 
> another field (custom or otherwise)). It would seem to me that for 
> beginners like myself, simple little things like that would make a 
> world of difference in our ability to get some simple modifications going.
>         Jesse, how about it? Is a new and updated release due out soon?
>
>Kenn
>LBNL


Hello Kenn,

RT allows you to have many custom fields with the same name - you 
could have more than one queue with an "Approval-Status" custom 
field, for example. So you need to specify the queue when getting a 
custom field so that you get the right one. However, I just noticed 
that RT allows you to have multiple fields with the same name in the 
same queue, so the uniqueness of field name & queue is not enforced. 
In reality though, you wouldn't choose to have the same name for 
multiple fields in a queue, so the assumption that queue and field 
name uniquely identifies a queue-custom field is probably a safe one.

Steve 



From rlong at bluegecko.net  Fri May 18 14:16:11 2007
From: rlong at bluegecko.net (Robert Long)
Date: Fri, 18 May 2007 11:16:11 -0700
Subject: [rt-users] RT 4
In-Reply-To: <8B53BA7E90552E45AF25093FD6DFA1DB05CC7198@xlivmbx34.aig.com>
References: <8B53BA7E90552E45AF25093FD6DFA1DB05CC7198@xlivmbx34.aig.com>
Message-ID: <464DED6B.1010300@bluegecko.net>


Ah, I would like to disagree with part of your post regarding who Nagios
is written ;

Nagios is written in C.  It has a built in perl interpreter to run
plugins that are written in perl faster, but even so, all of the
official plugins that come with Nagios are written in in C as well. 
Nagios is not written in Perl:

# find nagios-2.9/ -name *.c | wc -l
50


Using the 'Blue' java port of nagios wouldn't eliminate the use of perl
in any fashion - the only components of Nagios that use perl are
contributed and custom plugins - if you're using those under Nagios or
under 'Blue', they're still going to be perl/lisp/python/ruby/whatever.

Another thing I can't help but think about is; how is changing the
language from anything to perl going to make it not open sourced? 

I'm sorry you work / live in a world where open sourced software and
perl are looked down upon and the policy is to avoid such things.

.r'

Baytalskiy, Sal wrote:
> Using Nagios as an example.
> Its written also in Perl, but there's a Java port which basically eliminates
> the installation completely.
> Download a bunch JARs and fire up Java.
> If there was a port of RT in Java - this would do wonders for the adoption
> rate.
> Many big corporation don't allow open source stuff and Perl-based software
> in particular...
>  
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder
> Sent: Friday, May 18, 2007 2:20 AM
> To: Jesse Vincent
> Cc: RT Users
> Subject: Re: [rt-users] RT 4
>
> The ability to customize the colors easily from the Configuration menu.
>
> Mathew
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Jesse Vincent wrote:
>   
>> If, for the sake of argument, Best Practical were to rewrite RT, what 
>> would you want to see in the new product?
>>
>> Think big.
>>
>> Jesse
>>
>>
>> ----------------------------------------------------------------------
>> --
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> 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 Sal.Baytalskiy at AIG.com  Fri May 18 14:20:14 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Fri, 18 May 2007 13:20:14 -0500
Subject: [rt-users] RT 4
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC753E@xlivmbx34.aig.com>

I'm sorry too...What do you think, I like this situation? I can't stand it.
It took weeks of pleeding with my manager just to get him to look at RT...
Whatever, it just suxx, when a corporation is so narrow-minded...

Sorry, just venting...

-----Original Message-----
From: Robert Long [mailto:rlong at bluegecko.net] 
Sent: Friday, May 18, 2007 2:16 PM
To: Baytalskiy, Sal
Cc: RT Users
Subject: Re: [rt-users] RT 4


Ah, I would like to disagree with part of your post regarding who Nagios is
written ;

Nagios is written in C.  It has a built in perl interpreter to run plugins
that are written in perl faster, but even so, all of the official plugins
that come with Nagios are written in in C as well. 
Nagios is not written in Perl:

# find nagios-2.9/ -name *.c | wc -l
50


Using the 'Blue' java port of nagios wouldn't eliminate the use of perl in
any fashion - the only components of Nagios that use perl are contributed
and custom plugins - if you're using those under Nagios or under 'Blue',
they're still going to be perl/lisp/python/ruby/whatever.

Another thing I can't help but think about is; how is changing the language
from anything to perl going to make it not open sourced? 

I'm sorry you work / live in a world where open sourced software and perl
are looked down upon and the policy is to avoid such things.

.r'

Baytalskiy, Sal wrote:
> Using Nagios as an example.
> Its written also in Perl, but there's a Java port which basically 
> eliminates the installation completely.
> Download a bunch JARs and fire up Java.
> If there was a port of RT in Java - this would do wonders for the 
> adoption rate.
> Many big corporation don't allow open source stuff and Perl-based 
> software in particular...
>  
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew 
> Snyder
> Sent: Friday, May 18, 2007 2:20 AM
> To: Jesse Vincent
> Cc: RT Users
> Subject: Re: [rt-users] RT 4
>
> The ability to customize the colors easily from the Configuration menu.
>
> Mathew
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Jesse Vincent wrote:
>   
>> If, for the sake of argument, Best Practical were to rewrite RT, what 
>> would you want to see in the new product?
>>
>> Think big.
>>
>> Jesse
>>
>>
>> ---------------------------------------------------------------------
>> -
>> --
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com Commercial support: 
>> 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 KFCrocker at lbl.gov  Fri May 18 15:08:02 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 18 May 2007 12:08:02 -0700
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <6.2.1.2.2.20070518104945.02df7688@mail.sdsu.edu>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.1.2.2.20070517163515.02dbe3e0@mail.sdsu.edu>
	<464DD30B.4010709@lbl.gov>
	<6.2.1.2.2.20070518104945.02df7688@mail.sdsu.edu>
Message-ID: <464DF992.2010002@lbl.gov>

Gene,

	I created the CF as "select one value" and a list of about 6 different 
values, all of which show when update the cf. It is applied to "Tickets" 
and I have it applied to the Queue I am using for the test. That's why 
the error doesn't make sense to me. Every time I change it to some 
different value within the drop down I get that error message. Is there 
something else I was supposed to do? I have a group with the 
"SeeCustomField" and "ModifyCustomField" rights (I am a member) as well 
as I am also a superuser. Again, RT Essentials doesn't seem to include a 
description of the various relationships that exist or are required for 
permissions to work like one would expect. They need a 
new/updated/improved release of that book.


Kenn
LBNL

Gene LeDuc wrote:
> Kenn, something is odd here.
> 
> I just grepped the RT code for that error message and it only seems to 
> appear as an error message that is generated if an attempt is made to 
> delete a custom value that is not in the specified custom field (like 
> trying to delete "xyz" from CF1 if it's not in CF1).  I don't think it 
> has anything to do with your scrip condition.
> 
> Is the action of your scrip (or template) trying to delete a value from 
> a custom field?
> 
> Gene
> 
> At 09:23 AM 5/18/2007, Kenneth Crocker wrote:
>> Gene,
>>
>>         I just tried the code:
>>
>> my $trans = $self->TransactionObj;
>>
>> return ($trans->Type eq "CustomField" &&
>>         $trans->Field == get_custom_id("Approval-Status") &&
>>         $trans->NewValue eq "Reviewing Request");
>>
>> and I got the error "* Custom field value Reviewing Request could not 
>> be found for custom field Approval-Status"  and no notification was 
>> sent. The funny thing is, I get that message regardless of what value 
>> I select from the drop down. If I can see the selection in the drop 
>> down, how can that error message be generated? I looked at the custom 
>> field and it is selected for the Queue I am using and I am a 
>> super-user. So I then added myself to a group with "modifycustomfield" 
>> for that custom field (just in case) and the error said the custom 
>> field was "not under consideration". What does that mean? Why is it 
>> saying that when I have the CF applied to the Queue, I am a superuser, 
>> and I am in a group with modifycustomfield rights? this doesn't make 
>> sense.
>>
>> Kenn
>>
>>
>>
>>
>>
>> Gene LeDuc wrote:
>>> Kenn, you're using curly brackets to enclose the condition phrase.  
>>> In this case you really don't need to enclose it at all, but if you 
>>> do then you need to use parentheses.
>>> This should work:
>>>   return 1 if $trans->Type eq "CustomField" && $trans->Field == 
>>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
>>> Request";
>>> This too:
>>>   return 1 if ($trans->Type eq "CustomField" && $trans->Field == 
>>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
>>> Request");
>>> Also:
>>>   return ($trans->Type eq "CustomField" && $trans->Field == 
>>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
>>> Request");
>>> All assuming that the CF name and Value are as stated and that you 
>>> have the get_custom_id sub at the end of your code.
>>> At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
>>>> return 1 if {$trans->Type eq "CustomField" &&
>>>>              $trans->Field == get_custom_id('Approval-Status') &&
>>>>              $trans->NewValue eq "Reviewing Request"};
>>
>>
>> -- 
>> Gene LeDuc, GSEC
>> Security Analyst
>> San Diego State University 
> 


From KFCrocker at lbl.gov  Fri May 18 15:54:51 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 18 May 2007 12:54:51 -0700
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <6.2.1.2.2.20070518104945.02df7688@mail.sdsu.edu>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.1.2.2.20070517163515.02dbe3e0@mail.sdsu.edu>
	<464DD30B.4010709@lbl.gov>
	<6.2.1.2.2.20070518104945.02df7688@mail.sdsu.edu>
Message-ID: <464E048B.8060108@lbl.gov>

Gene,

	Upon further thought, maybe the fact that the CF is defined as "select 
ONE value" it tries to delete the old value associated with the ticket 
since it is being replaced with another value. Or maybe it updates the 
ticket custom field first with the new value and then tries to delete 
the old and the error is generated. I know the actual update happens. In 
fact, the sequence of messages show the new value updated first then the 
error that it couldn't find the old one to delete. HHMM. Also, the idiot 
that is sending this e_mail to you didn't include your sub routine, 
that's why it didn't work. I used Stephans and it worked real well. I 
guess I didn't realise that the QueueObj was necessary in identifying 
the custom field. I figured that by simply using the 
self->transactionObj->field would be enough. Simple doesn't apply to any 
of this code, it seems. Anyway, thanks a bunch for your help. Sorry I 
wasn't sharp enough to apply it properly.

Kenn
LBNL

Gene LeDuc wrote:
> Kenn, something is odd here.
> 
> I just grepped the RT code for that error message and it only seems to 
> appear as an error message that is generated if an attempt is made to 
> delete a custom value that is not in the specified custom field (like 
> trying to delete "xyz" from CF1 if it's not in CF1).  I don't think it 
> has anything to do with your scrip condition.
> 
> Is the action of your scrip (or template) trying to delete a value from 
> a custom field?
> 
> Gene
> 
> At 09:23 AM 5/18/2007, Kenneth Crocker wrote:
>> Gene,
>>
>>         I just tried the code:
>>
>> my $trans = $self->TransactionObj;
>>
>> return ($trans->Type eq "CustomField" &&
>>         $trans->Field == get_custom_id("Approval-Status") &&
>>         $trans->NewValue eq "Reviewing Request");
>>
>> and I got the error "* Custom field value Reviewing Request could not 
>> be found for custom field Approval-Status"  and no notification was 
>> sent. The funny thing is, I get that message regardless of what value 
>> I select from the drop down. If I can see the selection in the drop 
>> down, how can that error message be generated? I looked at the custom 
>> field and it is selected for the Queue I am using and I am a 
>> super-user. So I then added myself to a group with "modifycustomfield" 
>> for that custom field (just in case) and the error said the custom 
>> field was "not under consideration". What does that mean? Why is it 
>> saying that when I have the CF applied to the Queue, I am a superuser, 
>> and I am in a group with modifycustomfield rights? this doesn't make 
>> sense.
>>
>> Kenn
>>
>>
>>
>>
>>
>> Gene LeDuc wrote:
>>> Kenn, you're using curly brackets to enclose the condition phrase.  
>>> In this case you really don't need to enclose it at all, but if you 
>>> do then you need to use parentheses.
>>> This should work:
>>>   return 1 if $trans->Type eq "CustomField" && $trans->Field == 
>>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
>>> Request";
>>> This too:
>>>   return 1 if ($trans->Type eq "CustomField" && $trans->Field == 
>>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
>>> Request");
>>> Also:
>>>   return ($trans->Type eq "CustomField" && $trans->Field == 
>>> get_custom_id("Approval-Status") && $trans->NewValue eq "Reviewing 
>>> Request");
>>> All assuming that the CF name and Value are as stated and that you 
>>> have the get_custom_id sub at the end of your code.
>>> At 04:30 PM 5/17/2007, Kenneth Crocker wrote:
>>>> return 1 if {$trans->Type eq "CustomField" &&
>>>>              $trans->Field == get_custom_id('Approval-Status') &&
>>>>              $trans->NewValue eq "Reviewing Request"};
>>
>>
>> -- 
>> Gene LeDuc, GSEC
>> Security Analyst
>> San Diego State University 
> 


From KFCrocker at lbl.gov  Fri May 18 15:59:15 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Fri, 18 May 2007 12:59:15 -0700
Subject: [rt-users] Trouble with notification scrip
In-Reply-To: <6.2.3.4.2.20070518134151.03eb5b60@po14.mit.edu>
References: <464CE5A1.8050306@lbl.gov>
	<6.2.3.4.2.20070518123955.03d48a28@po14.mit.edu>
	<464DE350.1070708@lbl.gov>
	<6.2.3.4.2.20070518134151.03eb5b60@po14.mit.edu>
Message-ID: <464E0593.4010101@lbl.gov>

Stephen,

	Thanks a bunch. I used your code (with a little modification) as follows:

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
     {my $cf = new RT::CustomField($RT::SystemUser);
         $cf->LoadByName(Queue => $ticket->QueueObj->id,
          Name => "Approval-Status");
      return 0 unless $cf->id;
      if  ($trans->Field == $cf->id &&
           $trans->NewValue eq "Reviewing Request")
           {
            return 1;
           }
     }

return 0;

	and it worked real well. I guess I just didn't realise the QueueObj 
requirement for identifying a field in the transaction record for this. 
I won't forget now. I STILL believe that someone should put out an 
"Essentials" book for morons with all kinds of simple examples to model 
after. Thanks again. Now all I have to do is add some more code to 
modify another custom field and the ticket status while it sends out the 
notification.

Kenn
LBNL

Stephen Turner wrote:
> At Friday 5/18/2007 01:33 PM, Kenneth Crocker wrote:
>> Stephan,
>>
>>
>>         I have another question; why all the references to QueueObj? 
>> On page 129 of the RT Essentials book (in reference to Transactions, I 
>> am assuming transactions generated by changing a field, etc.) it says 
>> "For updates that alter a field or custom field, field tracks what was 
>> changed". That sounds to me like all I should need to refer to is the 
>> name of the field, not what Queue it is in. I can't find an easy 
>> reference to this kind of relationship. I find that the RT Essentials 
>> book could do a MUCH better job of making some of this stuff easier to 
>> understand, like more specific examples and models of various code 
>> (like how to trigger a notification from a CF being changed or how to 
>> do that plus modify another field (custom or otherwise)). It would 
>> seem to me that for beginners like myself, simple little things like 
>> that would make a world of difference in our ability to get some 
>> simple modifications going.
>>         Jesse, how about it? Is a new and updated release due out soon?
>>
>> Kenn
>> LBNL
> 
> 
> Hello Kenn,
> 
> RT allows you to have many custom fields with the same name - you could 
> have more than one queue with an "Approval-Status" custom field, for 
> example. So you need to specify the queue when getting a custom field so 
> that you get the right one. However, I just noticed that RT allows you 
> to have multiple fields with the same name in the same queue, so the 
> uniqueness of field name & queue is not enforced. In reality though, you 
> wouldn't choose to have the same name for multiple fields in a queue, so 
> the assumption that queue and field name uniquely identifies a 
> queue-custom field is probably a safe one.
> 
> Steve
> 


From mikef at ack.berkeley.edu  Fri May 18 17:36:31 2007
From: mikef at ack.berkeley.edu (Mike Friedman)
Date: Fri, 18 May 2007 14:36:31 -0700 (PDT)
Subject: [rt-users] Is there a change in the rt-mailgate interface in
	3.6.3?
In-Reply-To: <20070517230600.E21128@malcolm.berkeley.edu>
References: <20070517143335.F7484@malcolm.berkeley.edu>
	<BE122FFAC4293147AB3563B0919ECAD9038DF523@mailduck.tmcopenhagen.local>
	<589c94400705172248o44ce8869j28b89afde1ca58b9@mail.gmail.com>
	<20070517230600.E21128@malcolm.berkeley.edu>
Message-ID: <20070518142919.Y33122@malcolm.berkeley.edu>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

On Thu, 17 May 2007 at 23:09 (-0700), Mike Friedman wrote:

> On Fri, 18 May 2007 at 09:48 (+0400), Ruslan Zakirov wrote:
>
>> is there any chance that you have not provided --action argument?
>
> In my case, as I indicated in my earlier post, I did supply '--action'. 
> Here's the command I've been testing with:
>
> rt-mailgate --debug --queue general --action correspond --url https://....

I believe I've found the problem and it seems there IS a change between 
3.4.5 and 3.6.3.  The change is in parsing of the incoming email headers. 
In my test, using rt-mailgate from the command line, I just entered 'xxx', 
which contains no real mail header information.  This works on 3.4.5 but 
fails on 3.6.3.

If, however, my input to rt-mailgate contains at least a valid 'From: ' 
line, then a ticket gets created.  So, it seems mail header parsing has 
changed enough between the two releases to account for my symptoms.

BTW:  A single valid SMTP 'From ' line also causes the error.  So, it 
seems that if any real mail comes in without a 'From: ' header line, RT 
won't create a ticket for it, even if the SMTP envelope has usable 
information in its 'From ' line.  This really is a change from earlier 
releases.

Mike

_________________________________________________________________________
Mike Friedman                        Information Services & Technology
mikef at ack.Berkeley.EDU               2484 Shattuck Avenue
1-510-642-1410                       University of California at Berkeley
http://socrates.berkeley.edu/~mikef  http://ist.berkeley.edu
_________________________________________________________________________

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From Sal.Baytalskiy at AIG.com  Fri May 18 20:23:47 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Fri, 18 May 2007 19:23:47 -0500
Subject: [rt-users] Desperately ned Oracle help
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC779A@xlivmbx34.aig.com>

Yep, I had to edit the Makefile as well. Not only did I change all /lib to
/lib32, but I also had to remove the -xarch=v9 from everywhere.
That fixed the make process for DBD::Oracle.

Now, the good news: I finally figured it out and made the 'make
initialize-database' work. It even inserted the schema all by itself.
Here's what I had to do:

In the file /usr/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm

I replaced
my $handle = DBI->connect($self->DSN, $args{'User'}, $args{'Password'}) ||
croak "Connect Failed $DBI::errstr\n" ;
With
my $handle = DBI->connect("DBI:Oracle:CLORAD1", $args{'User'},
$args{'Password'}) || croak "Connect Failed $DBI::errstr\n" ;

Effectively hardcoding the connection info.

That seems to fix the errors I was getting and finally populated the DB.

I then used other suggestions that were made here and added some more
directives to my httpd.conf file and I can finally connect to the RT
instance with Oracle 10g backend.

I have to say that ticket creation takes much longer than with local MySQL
instance. I'm not sure if its my setup or its just that slow.

Now the new challenge is to install RTFM and AssetTracker. They both make
additions to the DB as well. We'll see how that works out...


Thanks everyone!!!

Sal.

-----Original Message-----
From: Joop van de Wege [mailto:JoopvandeWege at mococo.nl] 
Sent: Friday, May 18, 2007 6:04 AM
To: Baytalskiy, Sal
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Desperately ned Oracle help

Baytalskiy, Sal wrote:
> Hey guys!
> A little update:
> i've been looking at the rt-setup-database script trying to figure out 
> how to get around the issues i'm having.
> So the very first error mentioned this: at 
> //usr/local/rt3_ora/sbin/rt-setup-database line 103 which is this 
> *$dbh = DBI->connect( get_system_dsn(), $args{'dba'}, 
> $args{'dba-password'} )* So i replaced that with: $dbh = DBI->connect( 
> "DBI:Oracle:", $args{'dba'}, $args{'dba-password'} )
>  
> That seemed to get me a bit farther as i got this output:
> Now creating a database for RT.
> ...skipped as mwpoc is not mwpoc or we're working with Oracle.
> DSN component 'CLORAD1' is not in 'name=value' format at 
> /usr/perl5/site_perl/5.8.4/sun4-solaris-64int/DBI.pm line 627 DBI 
> connect('CLORAD1;port=1521','mwpoc',...) failed: Can't connect using 
> this syntax without specifying a HOST and one of SID INSTANCE_NAME 
> SERVER SERVICE_NAME at //usr/local/rt3_ora/sbin/rt-setup-database 
> *line 138 *Can't connect using this syntax without specifying a HOST 
> and one of SID INSTANCE_NAME SERVER SERVICE_NAME at 
> //usr/local/rt3_ora/sbin/rt-setup-database line 138, <STDIN> line 1.
> make: *** [initialize-database] Error 255
I'm using Oracle too and it should not matter whether the database is on
  the localhost or a remote one, so I would go back and do the following:
- drop the schema of RT on the remote server
- add the RT user or grant DBA role to it (temporarily)
- configure RT again with the correct parameters these are mine adjust
accordingly:
   -- export ORACLE_HOME=/your/oracle/home
   -- export ORACLE_SID=YOURSID
   -- (else the following line will barf)
   -- ./configure --with-db-type=Oracle --with-db-dba=rt_user
      --with-db-database=XE

  (if XE is in your tnsnames.ora then everything should work doesn't matter
where that db is)
- make initialize-database

As to the 32/64bit problem that used to be an issue but since I haven't done
a clean install in a while I don't  know if current DBD::Oracle still has
problems. The way I fixed this once, from memory, is that I did edit the
make file to use $ORACLE_HOME/lib32 instead of $ORACLE_HOME/lib which is
since 10g 64bit instead of 32 as is used to be in pre 10g.
But you should get a error from making DBD::Oracle which should be rather
clear on  this issue since it complains about elf64 problems.

Hope this helps, either contact me offlist, I might be able to help.

Joop


From kellermg at potsdam.edu  Fri May 18 20:36:17 2007
From: kellermg at potsdam.edu (Matthew Keller)
Date: Fri, 18 May 2007 20:36:17 -0400
Subject: [rt-users] RT 4
In-Reply-To: <8B53BA7E90552E45AF25093FD6DFA1DB05CC7198@xlivmbx34.aig.com>
References: <8B53BA7E90552E45AF25093FD6DFA1DB05CC7198@xlivmbx34.aig.com>
Message-ID: <1179534977.4175.9.camel@mlap>

Please don't translate YOUR company/woes to "many big corporation".
That's completely ridiculous.

On Fri, 2007-05-18 at 02:25 -0400, Baytalskiy, Sal wrote:
> Using Nagios as an example.
> Its written also in Perl, but there's a Java port which basically eliminates
> the installation completely.
> Download a bunch JARs and fire up Java.
> If there was a port of RT in Java - this would do wonders for the adoption
> rate.
> Many big corporation don't allow open source stuff and Perl-based software
> in particular...
>  
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder
> Sent: Friday, May 18, 2007 2:20 AM
> To: Jesse Vincent
> Cc: RT Users
> Subject: Re: [rt-users] RT 4
> 
> The ability to customize the colors easily from the Configuration menu.
> 
> Mathew
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
> Jesse Vincent wrote:
> > If, for the sake of argument, Best Practical were to rewrite RT, what 
> > would you want to see in the new product?
> > 
> > Think big.
> > 
> > Jesse
> > 
> > 
> > ----------------------------------------------------------------------
> > --
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com Commercial support: 
> > 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 Sal.Baytalskiy at AIG.com  Fri May 18 20:37:45 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Fri, 18 May 2007 19:37:45 -0500
Subject: [rt-users] RT 4
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC77A1@xlivmbx34.aig.com>

I wish you were right... 

-----Original Message-----
From: Matthew Keller [mailto:kellermg at potsdam.edu] 
Sent: Friday, May 18, 2007 8:36 PM
To: Baytalskiy, Sal
Cc: Mathew Snyder; Jesse Vincent; RT Users
Subject: RE: [rt-users] RT 4

Please don't translate YOUR company/woes to "many big corporation".
That's completely ridiculous.

On Fri, 2007-05-18 at 02:25 -0400, Baytalskiy, Sal wrote:
> Using Nagios as an example.
> Its written also in Perl, but there's a Java port which basically 
> eliminates the installation completely.
> Download a bunch JARs and fire up Java.
> If there was a port of RT in Java - this would do wonders for the 
> adoption rate.
> Many big corporation don't allow open source stuff and Perl-based 
> software in particular...
>  
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mathew 
> Snyder
> Sent: Friday, May 18, 2007 2:20 AM
> To: Jesse Vincent
> Cc: RT Users
> Subject: Re: [rt-users] RT 4
> 
> The ability to customize the colors easily from the Configuration menu.
> 
> Mathew
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> 
> 
> Jesse Vincent wrote:
> > If, for the sake of argument, Best Practical were to rewrite RT, 
> > what would you want to see in the new product?
> > 
> > Think big.
> > 
> > Jesse
> > 
> > 
> > --------------------------------------------------------------------
> > --
> > --
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com Commercial support: 
> > 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 rwerner at usscript.com  Fri May 18 23:57:14 2007
From: rwerner at usscript.com (Robert G. Werner)
Date: Fri, 18 May 2007 20:57:14 -0700
Subject: OT: Open Minds in IT IN CA:  was (Re: [rt-users] RT 4)
In-Reply-To: <8B53BA7E90552E45AF25093FD6DFA1DB05CC77A1@xlivmbx34.aig.com>
References: <8B53BA7E90552E45AF25093FD6DFA1DB05CC77A1@xlivmbx34.aig.com>
Message-ID: <464E759A.5090808@usscript.com>

Baytalskiy, Sal wrote:
> I wish you were right... 
> 
[snip]
It certainly hasn't been my experience.  My bosses really like it when 
I make something happen and it doesn't cost them much of anything but 
my time.

Certainly,  my bosses aren't open source zealots.  We are an Oracle 
shop.  But ever place I've worked,  when I bring in important 
improvements in network reliability and monitoring or now trouble 
ticket tracking with RT the response has been ecstatic and the fact 
that it doesn't cost anything has been huge.

The added luxury of being able to modify and look at the code has been 
icing on the cake.

My experiences have mostly been in relatively small shops (50 - 300 
people) over the last 10 years in California so take what I say with 
an enormous grain of salt.

But really,  to me,  it sounds like there are better jobs out there 
for you.

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

559.244.3734

On the Internet, nobody knows you're a dog.
		-- Cartoon caption


From aredman at education.ucsb.edu  Sat May 19 00:06:39 2007
From: aredman at education.ucsb.edu (Andrew Redman)
Date: Fri, 18 May 2007 21:06:39 -0700
Subject: OT: Open Minds in IT IN CA:  was (Re: [rt-users] RT 4)
Message-ID: <464E77CF.7060609@education.ucsb.edu>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20070518/bb041ad8/attachment.htm>

From Sal.Baytalskiy at AIG.com  Sat May 19 00:19:58 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Fri, 18 May 2007 23:19:58 -0500
Subject: Open Minds in IT IN CA:  was (Re: [rt-users] RT 4)
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC77AF@xlivmbx34.aig.com>

I envy you. I really do.
In the past 13 years I've been working in IT (development and then
midlleware/operations) for fairly large corporations.
And I have to say that every single GOOD piece of software that I tried to
bring in - had to be fought for. To the point when its almost not worth it
to even try. Its extremely frustrating and just irritates me to no end. The
narrow-mindness and inability to see good things of the upper management is
astounding. The amounts of money being literally WASTED on crappy software
simply because some clown up on top (who's never going to use it) decided
so...This is only possible in large companies because a smaller shop just
wouldn't be able to survive like that.
I guess West Coast has always been more open to new things, maybe because of
Palo Alto and all the good things that came out of there, plus I think the
people are just generally more open-minded.
Out here, in NY, its just not like that...unfortunately...


-----Original Message-----
From: Robert G. Werner [mailto:rwerner at usscript.com] 
Sent: Friday, May 18, 2007 11:57 PM
To: Baytalskiy, Sal
Cc: Matthew Keller; RT Users
Subject: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

Baytalskiy, Sal wrote:
> I wish you were right... 
> 
[snip]
It certainly hasn't been my experience.  My bosses really like it when I
make something happen and it doesn't cost them much of anything but my time.

Certainly,  my bosses aren't open source zealots.  We are an Oracle shop.
But ever place I've worked,  when I bring in important improvements in
network reliability and monitoring or now trouble ticket tracking with RT
the response has been ecstatic and the fact that it doesn't cost anything
has been huge.

The added luxury of being able to modify and look at the code has been icing
on the cake.

My experiences have mostly been in relatively small shops (50 - 300
people) over the last 10 years in California so take what I say with an
enormous grain of salt.

But really,  to me,  it sounds like there are better jobs out there for you.

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

559.244.3734

On the Internet, nobody knows you're a dog.
		-- Cartoon caption


From Sal.Baytalskiy at AIG.com  Sat May 19 00:29:52 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Sat, 19 May 2007 00:29:52 -0400
Subject: OT: Open Minds in IT IN CA:  was (Re: [rt-users] RT 4)
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC77B0@xlivmbx34.aig.com>

I hear that.
We have another piece of software that we're supposed to be using for ticket
tracking.
Nobody really uses it except for Production stuff (we simply have to)
because it is difficult to use, slow, poorly configured, list goes on.
Sure, they paid 6 figures for it - so naturally its the next best thing. The
only problem is - they can't make anyone use it :-)
Just goes to show...
And then i set up RT in about half a day and run a POC internally in our
group.
The only management person who's seen it is our manager because we just
can't let anyone know we're using something that hasn't been approved.
And we all know it won't ever be approved, no matter how good it is.
So the strategy is simple: we'll be using it until we collect enough data
that we can demonstrate that RT is essential to the grou's operation.
Think about this: how much wiggling and maneuvering needs to be done to
simply improve productivity of one of the most important IT departments.
How much time is wasted on this stupid strategizing when it could've been
spent doing actual work...
Oh, here's the kicker - the only reason my manager was able to let us use RT
is because of RTFM. 'Cause we needed one place to store the group's
collective wisdom.
And RT's ticket tracking functionality is basically presented as a
by-product...weird...


  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Redman
Sent: Saturday, May 19, 2007 12:07 AM
To: rt-users at lists.bestpractical.com
Subject: Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)




-------- Original Message -------- 
Subject: 	Re: OT: Open Minds in IT IN CA: was (Re: [rt-users] RT 4)

Date: 	Fri, 18 May 2007 21:06:12 -0700	
From: 	Andrew Redman  <mailto:aredman at education.ucsb.edu>
<aredman at education.ucsb.edu>	
To: 	Robert G. Werner  <mailto:rwerner at usscript.com>
<rwerner at usscript.com>	
References:
<mailto:8B53BA7E90552E45AF25093FD6DFA1DB05CC77A1 at xlivmbx34.aig.com>
<8B53BA7E90552E45AF25093FD6DFA1DB05CC77A1 at xlivmbx34.aig.com>
<mailto:464E759A.5090808 at usscript.com> <464E759A.5090808 at usscript.com>	


Just as a comment, the Boss loved it when I got RT working, and his Boss 

loved it when we started to get stats on performance improvements from 

it, so that was all groovy. That said, there is one person in our 

department (the oldest and arguably least competent, though there is 

quite a lively competition for that title...) has the idea that "If I 

pay more for it, it must be better" firmly embedded in his head. We were 

looking at 3 backup systems, one cost $5k and did everything we wanted 

and more, the other was $30k, and fell short of a few of our 

requirements, and he insisted that the $30k one was the way to go. I 

suppose if you had a couple people like that in key positions in a 

company then OSS could have some difficulty...



Anyway, I'm just glad he's not my boss. Keep up the RT awesomeness. - Andrew



Robert G. Werner wrote:

> Baytalskiy, Sal wrote:

>> I wish you were right...

> [snip]

> It certainly hasn't been my experience.  My bosses really like it when 

> I make something happen and it doesn't cost them much of anything but 

> my time.

>

> Certainly,  my bosses aren't open source zealots.  We are an Oracle 

> shop.  But ever place I've worked,  when I bring in important 

> improvements in network reliability and monitoring or now trouble 

> ticket tracking with RT the response has been ecstatic and the fact 

> that it doesn't cost anything has been huge.

>

> The added luxury of being able to modify and look at the code has been 

> icing on the cake.

>

> My experiences have mostly been in relatively small shops (50 - 300 

> people) over the last 10 years in California so take what I say with 

> an enormous grain of salt.

>

> But really,  to me,  it sounds like there are better jobs out there 

> for you.

>



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From daviswj at comcast.net  Sat May 19 12:59:26 2007
From: daviswj at comcast.net (Bill Davis)
Date: Sat, 19 May 2007 10:59:26 -0600
Subject: [rt-users] RT 3.6.1 died,  restore on 3.6.3?
Message-ID: <464F2CEE.3030500@comcast.net>

I had a copy of RT 3.6.1 (with RTFM installed) working fine on a Fedora 
Core 5 Linux box.  This computer died and had to be rebuilt (now with 
FC6).  Fortunately just before it died I made a fresh mysqldump database 
backup. 

I notice there is a 3.6.3 rpm available to install RT.  Can I install 
3.6.3, add RTFM, then just restore the 3.6.1 database backup, or did the 
database schema change?  If I have to install 3.6.1 before 3.6.3 does 
anyone know if there is still a 3.6.1 rpm available? ... or do I need to 
manually install 3.6.1 (as I did originally)?

Any help appreciated ...

Bill Davis


From lengyel at gmail.com  Sat May 19 15:51:32 2007
From: lengyel at gmail.com (FL)
Date: Sat, 19 May 2007 15:51:32 -0400
Subject: [rt-users] Installing request-tracker3.6 on Debian
Message-ID: <d170611f0705191251u6871d7e4t60ba4d7ec44c2a28@mail.gmail.com>

To RT admins and developers whom it may concern:

I was installing request-tracker3.6 on Debian lenny/sid, and noticed that
there were additional  steps that I had to take that were not obvious from
   /usr/share/doc/request-tracker3.6/NOTES.Debian.gz
I'll attempt to recall them.

I used mod_fastcgi. For this I had to do the following.

1. Put the include statement AHEAD of the virtual host section

   LoadModule fastcgi_module /usr/lib/apache/1.3/mod_fastcgi.so
   AddModule  mod_fastcgi.c
   Include      "/etc/request-tracker3.6/apache-fastcgi.conf"

   NameVirtualHost *:8081
  <VirtualHost *:8081>
       ServerAdmin ######l@ <######l at m>yyy.zzz <######l at yyy.zzz>
       DocumentRoot /usr/share/request- tracker3.6/html
       ErrorLog     /var/log/request-tracker3.6/rt_error
       CustomLog    /var/log/request-tracker3.6/rt_access common
  </VirtualHost>

Error messages went away after performing the following steps, but
no request tracker page materialized until the include was ahead
of the VirtualHost section

2. install  libapache-mod-fastcgi
         apt-get install libapache-mod-fastcgi
3. CGI/Fast.pm was missing so I had to install libcgi-fast-perl
         apt-get install libcgi-fast-perl

4  In /etc/request-tracker3.6/apache-fastcgi.conf
don't believe the comment
# These are set properly by the libapache-mod-fastcgi package
#AddHandler fastcgi-script fcgi
#FastCgiIpcDir /var/run/fastcgi
and go ahead and uncomment the lines, because the comment
is wrong! If you leave them commented, you will find that
   libapache-mod-fastcgi  installs /etc/apache/conf.d/fastcgi.conf
which has the line
   FastCgiIpcDir /var/lib/apache/fastcgi
which will then need to be commented out to avoid a conflict

<IfModule mod_fastcgi.c>
  AddHandler fastcgi-script .fcgi
  #FastCgiWrapper /usr/lib/apache/suexec
#  the next directory is already defined as /etc/apache/logs/fastcgi/
#  FastCgiIpcDir /var/lib/apache/fastcgi
</IfModule>

And if you don't uncomment those lines, then
you need to create the directory /etc/apache./logs/fastcgi
and make it writable by the apache user (in my case
www-data) or there will be an error messge.

Fortunately /var/run has permissions
drwxrwxrwxt
so it is writable.


Cheers,
FL
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From daviswj at comcast.net  Sat May 19 20:44:06 2007
From: daviswj at comcast.net (Bill Davis)
Date: Sat, 19 May 2007 18:44:06 -0600
Subject: [rt-users] RT 3.6.1 died,  restore on 3.6.3?
In-Reply-To: <464F2CEE.3030500@comcast.net>
References: <464F2CEE.3030500@comcast.net>
Message-ID: <464F99D6.60603@comcast.net>

OK ... I've compared the rt3-schema-relationships.dot files included in 
the two distributions & they appear to be identical.  With my limited 
knowledge of RT that is indicating that the databases are identical.  
Could anyone confirm this ... ?

Thanks in advance ...
 Bill Davis

Bill Davis wrote:
> I had a copy of RT 3.6.1 (with RTFM installed) working fine on a 
> Fedora Core 5 Linux box.  This computer died and had to be rebuilt 
> (now with FC6).  Fortunately just before it died I made a fresh 
> mysqldump database backup.
> I notice there is a 3.6.3 rpm available to install RT.  Can I install 
> 3.6.3, add RTFM, then just restore the 3.6.1 database backup, or did 
> the database schema change?  If I have to install 3.6.1 before 3.6.3 
> does anyone know if there is still a 3.6.1 rpm available? ... or do I 
> need to manually install 3.6.1 (as I did originally)?
>
> Any help appreciated ...
>
> Bill Davis
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>


From nicolas.chuche at barna.be  Sat May 19 20:58:11 2007
From: nicolas.chuche at barna.be (Nicolas Chuche)
Date: Sun, 20 May 2007 02:58:11 +0200
Subject: [rt-users] RT 3.6.1 died, restore on 3.6.3?
In-Reply-To: <464F99D6.60603@comcast.net>
References: <464F2CEE.3030500@comcast.net> <464F99D6.60603@comcast.net>
Message-ID: <742e684f0705191758r68fcedb5tceb75119a651fa7e@mail.gmail.com>

On 5/20/07, Bill Davis <daviswj at comcast.net> wrote:
> OK ... I've compared the rt3-schema-relationships.dot files included in
> the two distributions & they appear to be identical.  With my limited
> knowledge of RT that is indicating that the databases are identical.
> Could anyone confirm this ... ?

You're right.


From tab at secu.dk  Sun May 20 05:05:29 2007
From: tab at secu.dk (Tommy Abrahamsson)
Date: Sun, 20 May 2007 09:05:29 +0000 (UTC)
Subject: [rt-users] how to read AT link information
Message-ID: <16950189.15811179651929451.JavaMail.root@APPBRH001.secu.local>

Hi 

Anyone had any suggestions on this? 
My problem is very similar, and as Tomasz mentions, it's not really an AT issue but more of a query issue. 

I have the following assettypes or queues: 
customers, servers and software versions 

They are linked together like this: 
customers (referred to by) servers (is running) software versions 

But I can't figure out how to create a proper query that'll show me the values of linked assets. In a pseoudo sql query, it'll look something like this: 

SELECT customers.name, servers.*, softwareversions.* FROM softwareversion INNER JOIN bla bla bla WHERE softwareversion.build=1234 

Hope someone can help out. 
Thanks in advance. 


Best regards 
Tommy Abrahamsson 
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From JoopvandeWege at mococo.nl  Sun May 20 05:46:41 2007
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Sun, 20 May 2007 11:46:41 +0200
Subject: [rt-users] RT 3.6.1 died, restore on 3.6.3?
In-Reply-To: <742e684f0705191758r68fcedb5tceb75119a651fa7e@mail.gmail.com>
References: <464F2CEE.3030500@comcast.net> <464F99D6.60603@comcast.net>
	<742e684f0705191758r68fcedb5tceb75119a651fa7e@mail.gmail.com>
Message-ID: <46501901.9070401@mococo.nl>

Nicolas Chuche wrote:
> On 5/20/07, Bill Davis <daviswj at comcast.net> wrote:
>> OK ... I've compared the rt3-schema-relationships.dot files included in
>> the two distributions & they appear to be identical.  With my limited
>> knowledge of RT that is indicating that the databases are identical.
>> Could anyone confirm this ... ?
The correct way to identify if a later version of RT uses a different db 
schema is to look at the etc/upgrade directory.  For each item in that 
directory whose name is greater than your previously installed RT 
version, run: ..
See also the README in the archive.

Joop


From Sal.Baytalskiy at AIG.com  Sun May 20 17:11:28 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Sun, 20 May 2007 16:11:28 -0500
Subject: [rt-users] Oracle isssues fixed (somewhat)
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB05CC782E@xlivmbx34.aig.com>

Hey everyone!
So its looks like i'm up and running with Oracle 10g as a backend. Took a
lot of reading and hacking and hardcoding - but i got it done.
Better yet - both Orcale and MySQL RT instances are woking fine on the same
machine. For that i had to modify the DBI Handle.pm to include some checking
there. Otherwise its eaither or. Not an ideal way to do it - but it works
for now and that's what i need to show it to the bosses.
I was also able to install RTFM and AT with the same type of hacking.
 
My questions is now on the speed: when i create a ticket via RT and LOCAL
MySQL - i get Time to display: 2.851136  at the bottom right.
 
Doing the same exact thing with the (REMOTE) Oracle version gives me : Time
to display: 3.598018
 
Are these latencies normal? Or do i need to tune something?
 
Any ideas/suggestions will be greatly appreciated...
 
 
Sal.
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From kgn at billetnet.dk  Mon May 21 03:20:08 2007
From: kgn at billetnet.dk (Kim G. Nielsen)
Date: Mon, 21 May 2007 09:20:08 +0200
Subject: [rt-users] Is there a change in the rt-mailgate interface in3.6.3?
In-Reply-To: <20070518142919.Y33122@malcolm.berkeley.edu>
Message-ID: <BE122FFAC4293147AB3563B0919ECAD9038DF528@mailduck.tmcopenhagen.local>



[SNIP]
I believe I've found the problem and it seems there IS a change between 
3.4.5 and 3.6.3.  The change is in parsing of the incoming email
headers. 
In my test, using rt-mailgate from the command line, I just entered
'xxx', 
which contains no real mail header information.  This works on 3.4.5 but

fails on 3.6.3.

If, however, my input to rt-mailgate contains at least a valid 'From: ' 
line, then a ticket gets created.  So, it seems mail header parsing has 
changed enough between the two releases to account for my symptoms.

BTW:  A single valid SMTP 'From ' line also causes the error.  So, it 
seems that if any real mail comes in without a 'From: ' header line, RT 
won't create a ticket for it, even if the SMTP envelope has usable 
information in its 'From ' line.  This really is a change from earlier 
releases.
[/SNIP]

Nice! :) Actually user creating is not working for me but now my
mailgate works (if I send a email from a valid user) .. I can live with
that .. Thanks for the info :)

Best regards
Kim


From maristbrandi at gmail.com  Mon May 21 10:28:49 2007
From: maristbrandi at gmail.com (Brandi L)
Date: Mon, 21 May 2007 10:28:49 -0400
Subject: [rt-users] httpd won't start, any suggestions?
Message-ID: <a3a53f9f0705210728p2fdbb92eufb592a9006596200@mail.gmail.com>

Hey all,

I'm having a bit of a problem. Forgive me for my limited knowledge, I'm an
RT and Linux noob.

I made some changes to the RT code (to the login page, I just added a line
of text to see if the change would show up) and attempted to restart httpd.
The restart failed and now it won't start at all. I figured it had something
to do with the changes I made and restored the original code but I'm still
having the same problem. Does anyone have any suggestions on how I might
figure this out?

Thanks!

-Brandi
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From richardsolid at gmail.com  Mon May 21 10:53:40 2007
From: richardsolid at gmail.com (Richard Solid)
Date: Mon, 21 May 2007 10:53:40 -0400
Subject: [rt-users] Deferred: prog mailer (/usr/sbin/smrsh) exited with
	EX_TEMPFAIL
Message-ID: <ad68da050705210753t16115213k38abb3ee22181e4d@mail.gmail.com>

According to http://wiki.bestpractical.com/index.cgi?ManualInstallation

It saids that if I'm using sendmail I most likely need to copy (cp)
rt-mailgate to /etc/smrsh or create a symbolic link and change /opt/rt3/bin
above to /etc/smrsh or sendmail will complain. So I copied rt-mailgate to
/etc/smrsh

this is how my /etc/aliases file looks like

rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://rt.domain.tld
"
rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment --url
http://rt.domain.tld"

After this I ran newaliases to update


I send an email to rt at rt.domain.tld and I get the following error message:


May  2 17:37:12 rt sendmail[2668]: l42LbChW002668: from=< me at X.com>,
size=1854, class=0, nrcpts=1, msgid=<
007601c78d02$2e95d1d0$7100000a at mycomputer>, proto=ESMTP, daemon=MTA, relay=
mail.X.tld [10.0.0.1]
May  2 17:37:12 rt sendmail[2669]: l42LbChW002668:
to="|/etc/smrsh/rt-mailgate --queue development --action correspond --url
http://rt.domain.tld", ctladdr=< rt at rt.domain.tld> (8/0), delay=00:00:00,
xdelay=00:00:00, mailer=prog, pri=32042, dsn=4.0.0, stat=Deferred: prog
mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
My /var/log/rt/rt.log is owned by apache and it supposed to be logging
messages but its not. the only place where I can find error messages is
/var/log/maillog.

According to the message I got above it seems that even thought I
specified /etc/smrsh/rt-mailgate
the sendmail.cf is still looking to use /usr/sbin/smrsh as the mailer.

Any inputs?

Thanks.
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From gleduc at mail.sdsu.edu  Mon May 21 11:42:27 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 21 May 2007 08:42:27 -0700
Subject: [rt-users] httpd won't start, any suggestions?
In-Reply-To: <a3a53f9f0705210728p2fdbb92eufb592a9006596200@mail.gmail.co
 m>
References: <a3a53f9f0705210728p2fdbb92eufb592a9006596200@mail.gmail.com>
Message-ID: <6.2.1.2.2.20070521083741.02da8e90@mail.sdsu.edu>

Check your web server error logs.  When I did this I found lots of useful 
error messages in the error log and was able to find and fix my minor 
changes and get it working again.  Apache loads the RT code when it starts 
- so if you goon the code it won't start.  Scared the heck out of me the 
first time it happened, thought I'd whacked my apache configs somehow.

Regards,
Gene

At 07:28 AM 5/21/2007, Brandi L wrote:
>I'm having a bit of a problem. Forgive me for my limited knowledge, I'm an 
>RT and Linux noob.
>
>I made some changes to the RT code (to the login page, I just added a line 
>of text to see if the change would show up) and attempted to restart 
>httpd. The restart failed and now it won't start at all. I figured it had 
>something to do with the changes I made and restored the original code but 
>I'm still having the same problem. Does anyone have any suggestions on how 
>I might figure this out?


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



From maristbrandi at gmail.com  Mon May 21 12:21:42 2007
From: maristbrandi at gmail.com (Brandi L)
Date: Mon, 21 May 2007 12:21:42 -0400
Subject: Fwd: [rt-users] httpd won't start, any suggestions?
In-Reply-To: <a3a53f9f0705210859h521fb35cq6385002e281105cb@mail.gmail.com>
References: <a3a53f9f0705210728p2fdbb92eufb592a9006596200@mail.gmail.com>
	<6.2.1.2.2.20070521083741.02da8e90@mail.sdsu.edu>
	<a3a53f9f0705210859h521fb35cq6385002e281105cb@mail.gmail.com>
Message-ID: <a3a53f9f0705210921v791b99edtff5d287dc55656f4@mail.gmail.com>

---------- Forwarded message ----------
From: Brandi L <maristbrandi at gmail.com>
Date: May 21, 2007 11:59 AM
Subject: Re: [rt-users] httpd won't start, any suggestions?
To: Gene LeDuc <gleduc at mail.sdsu.edu>

Here's the errors that it gives:


Mon May 21 08:48:56 2007] [error] Couldn't load RT config file %s as user
root / group root.
The file is owned by user %s and group %s.
This usually means that the user/group your webserver is running as cannot
read the file.
Be careful not to make the permissions on this file too liberal, because it
contains database
passwords.  You may need to put the webserver user in the appropriate group
(%s) or change
permissions be able to run succesfully '/etc/rt3/RT_Config.pm'
Can't locate /etc/rt3/RT_Config.pm in @INC (@INC contains:
/usr/local/lib/rt3/lib
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6
/usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .
/etc/httpd) at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 151.
BEGIN failed--compilation aborted at /usr/sbin/webmux.pl line 76.
Compilation failed in require at (eval 2) line 1.
[Mon May 21 08:48:56 2007] [error] Can't load Perl file: /usr/sbin/webmux.pl
for server URHU19986.facstaff.ddns.marist.edu:0<http://urhu19986.facstaff.ddns.marist.edu:0/>,
exiting...
[Mon May 21 09:41:15 2007] [error] Couldn't load RT config file %s as user
root / group root.
The file is owned by user %s and group %s.\nThis usually means that the
user/group your webserver is running as cannot read the file.
Be careful not to make the permissions on this file too liberal, because it
contains database\npasswords.  You may need to put the webserver user in the
appropriate group (%s) or change
permissions be able to run succesfully '/etc/rt3/RT_Config.pm'
Can't locate /etc/rt3/RT_Config.pm in @INC (@INC contains:
/usr/local/lib/rt3/lib
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6
/usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .
/etc/httpd) at /usr/lib/perl5/vendor_perl/5.8.8/RT.pm line 151.
BEGIN failed--compilation aborted at /usr/sbin/webmux.pl line 76.
Compilation failed in require at (eval 2) line 1.


So I see that it could be a problem with the file's permissions, which is
odd because I never changed them and it was working just fine before.

I just changed the owner of both config files to root (which I'm currently
logged in as) and attempted a restart again. I also changed both file
permissions to 764. Still no luck. Any more suggestions?

Thanks!

-Brandi L



On 5/21/07, Gene LeDuc <gleduc at mail.sdsu.edu> wrote:
>
> Check your web server error logs.  When I did this I found lots of useful
> error messages in the error log and was able to find and fix my minor
> changes and get it working again.  Apache loads the RT code when it starts
> - so if you goon the code it won't start.  Scared the heck out of me the
> first time it happened, thought I'd whacked my apache configs somehow.
>
> Regards,
> Gene
>
> At 07:28 AM 5/21/2007, Brandi L wrote:
> >I'm having a bit of a problem. Forgive me for my limited knowledge, I'm
> an
> >RT and Linux noob.
> >
> >I made some changes to the RT code (to the login page, I just added a
> line
> >of text to see if the change would show up) and attempted to restart
> >httpd. The restart failed and now it won't start at all. I figured it had
> >something to do with the changes I made and restored the original code
> but
> >I'm still having the same problem. Does anyone have any suggestions on
> how
> >I might figure this out?
>
>
> --
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
>
>
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From jeff at cia.net  Mon May 21 12:59:26 2007
From: jeff at cia.net (Jeff Garvas)
Date: Mon, 21 May 2007 12:59:26 -0400
Subject: [rt-users] Light weight RT alternative?
Message-ID: <3f94dfab0705210959g131249b2mbc48afe58bb4c29a@mail.gmail.com>

I'm a huge RT fan and I use it to handle low volume email coming into a
support@ email address.  Unfortunately I'm moving hosting for the
organization that uses it to a virtual environment and I do not have access
to httpd.conf or the pre-req's to run RT.

Does anyone know of anything that would offer similar features and be
virtual host friendly?  php based or perl is fine, but I need to be able to
share tickets with a team of responders who should be able to respond to
those tickets via email.

RT does everything I want but its requirements are preventing me from
running it in the limited resources of shared hosting.
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From WKelleher at everestsoftwareinc.com  Mon May 21 13:03:05 2007
From: WKelleher at everestsoftwareinc.com (William Kelleher)
Date: Mon, 21 May 2007 13:03:05 -0400
Subject: [rt-users] MRTG Anyone
Message-ID: <FC8327C73BDF17439EB1729F540E91792C1F70@vamail5.ICODE.DOM>

Has anyone used MRTG to graph tickets in RT. We need weekly stats of
sorts from RT and I would like it automated.

 

Thanks in advance

William Kelleher
Network Engineer



 

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From cmoughan at bbinslv.com  Mon May 21 13:33:17 2007
From: cmoughan at bbinslv.com (Christopher Moughan)
Date: Mon, 21 May 2007 13:33:17 -0400
Subject: [rt-users] Way to list priority in response email
Message-ID: <19D938D7DBF96940829914A3039A3DBE077EC3D4@bblvmail.LEHR1.com>

Howdy all,

Is there a way to list the priority of the request in the body of the
email? I have multiple queues that have a different starting priority
based on the issue the user is having. We set up a standard response
time based on priority and would like to be able to pull it into the
email so there isn't any confusion as to when they can expect a
response.  I know how to edit the templates; I just don't know what code
to put in to pull the priority code in.

 

Christopher Moughan

System Administrator

Brown & Brown Lehigh Valley

268 Brodhead Road

Bethlehem, PA 18017

 

Office 610-694-1814

 

Fax 610-974-9791

 

 

 

 

 

  

IMPORTANT:  Insurance coverage can not be bound, amended or changed via
voicemail, facsimile or Email message without confirmation from an
authorized Brown & Brown representative.  

NOTICE: The information contained in this electronic message is legally
privileged and confidential and is intended for the use of the
individual or entity named above. If the reader of this message is not
the intended recipient, you are hereby notified that any dissemination,
distribution or copy of this message is strictly prohibited. If you have
received this communication in error, please contact the sender by reply
email and destroy all electronic and printed copies of this message. 

 

 

 

 

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From asefu at fooie.net  Mon May 21 13:24:45 2007
From: asefu at fooie.net (Fahd Sultan)
Date: Mon, 21 May 2007 13:24:45 -0400
Subject: [rt-users] Get recipient with scrip
In-Reply-To: <200705181051.53167.sk@net-lab.net>
References: <200705181051.53167.sk@net-lab.net>
Message-ID: <4651D5DD.8020400@fooie.net>

this might help:

$self->TicketObj->QueueObj->CorrespondAddress

Sven Kloe wrote:
> Hi all,
>
> I am using a scrip which moves a new (email generated) ticket in another queue.
> This works fine if I query the Sender / Requestor, but now I have to know the recipient the "To:" Field (I have several email addresses forwarded into one of  RT).
> How can I access the "To:"-value from a scrp?
>
> Regards,
> Sven
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
>
>   


From gleduc at mail.sdsu.edu  Mon May 21 14:11:55 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Mon, 21 May 2007 11:11:55 -0700
Subject: [rt-users] Way to list priority in response email
In-Reply-To: <19D938D7DBF96940829914A3039A3DBE077EC3D4@bblvmail.LEHR1.co
 m>
References: <19D938D7DBF96940829914A3039A3DBE077EC3D4@bblvmail.LEHR1.com>
Message-ID: <6.2.1.2.2.20070521105829.02e1cc18@mail.sdsu.edu>

Within a template, $Ticket->Priority will return the ticket's 
priority.  Within a scrip use $self->TicketObj->Priority instead.

At 10:33 AM 5/21/2007, Christopher Moughan wrote:
>Content-class: urn:content-classes:message
>Content-Type: multipart/alternative;
>         boundary="----_=_NextPart_001_01C79BCE.1E8746FE"
>
>Howdy all,
>Is there a way to list the priority of the request in the body of the 
>email? I have multiple queues that have a different starting priority 
>based on the issue the user is having. We set up a standard response time 
>based on priority and would like to be able to pull it into the email so 
>there isn't any confusion as to when they can expect a response.  I know 
>how to edit the templates; I just don't know what code to put in to pull 
>the priority code in.
>
>Christopher Moughan
>System Administrator
>Brown & Brown Lehigh Valley
>268 Brodhead Road
>Bethlehem, PA 18017
>
>Office 610-694-1814
>
>Fax 610-974-9791
>
>
>
>
>
>
>IMPORTANT:  Insurance coverage can not be bound, amended or changed via 
>voicemail, facsimile or Email message without confirmation from an 
>authorized Brown & Brown representative.
>
>NOTICE: The information contained in this electronic message is legally 
>privileged and confidential and is intended for the use of the individual 
>or entity named above. If the reader of this message is not the intended 
>recipient, you are hereby notified that any dissemination, distribution or 
>copy of this message is strictly prohibited. If you have received this 
>communication in error, please contact the sender by reply email and 
>destroy all electronic and printed copies of this message.
>
>
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>Buy a copy at http://rtbook.bestpractical.com


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From jbrodley at sumtotalsystems.com  Mon May 21 17:08:28 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Mon, 21 May 2007 14:08:28 -0700
Subject: [rt-users] Customer Centric RT?
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com>

Has anyone done any work into making RT more customer centric? 

 

Some history to help explain what I'm looking for. 

 

Basically were an ASP hosting operation, we have hundreds of customers
that pay us money to host their site. Our company has several
departments that create tickets associated to each of the customers.
Currently the way were managing Customer is by having them defined as a
custom field and then we can write reports based off these custom
fields.  

 

However, the queries we see related to custom fields have  brought up
concerns about scalability of CF fields.  Because we have several
hundred customers we have several hundred custom field values defined,
in addition to some more simple selection criteria.  

 

Has anyone done any work in making a more Customer Centric version of
RT? In addition to our performance concerns we need to start adding
additional criteria for each customer ie, escalated customer, premier
support, etc. All of these parameters get factored into our escalation
scripts, our current thought is to do most of this work outside of RT
and then make the customer name display as Name (P) and then parse for
the () values to determine the correct ruleset. But I find this to be
terribly Kludge and there should be an easier way. 


If anyone has any ideas or knows of any extensions to RT to help
accommodate some of these needs, I'd greatly appreciate it. 

 

Justin Brodley

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From mykea at SES-Ins.COM  Mon May 21 18:16:23 2007
From: mykea at SES-Ins.COM (Michael Adams)
Date: Mon, 21 May 2007 15:16:23 -0700
Subject: [rt-users] ComboBox problem with IE
Message-ID: <008701c79bf5$aae22a70$2db494c0@sesins.com>

Hello all,
 
I was having trouble with ComboBoxes not rendering correctly in Internet
Explorer 6 or 7. If did a select all on the web page I could see where the
box was, but there were no borders or drop down arrow.  Well after a little
bit of hunting around I was able to fix the problem by moving some code
around in html/Widgets/ComboBox.
 
Before----------------
<input name="<% $Name %>" id="<% $Name %>" class="combo-text" value="<%
$Default %>" type="text" <% $Size ? "size='$Size'" : '' |n %>
autocomplete="off" />
<br style="display: none" /><span id="<% $Name %>_Button"
class="combo-button"></span></span><select name="List-<% $Name %>" id="<%
$Name %>_List" class="combo-list" onchange="ComboBox_SimpleAttach(this,
this.form['<% $Name %>']); " rows="<% $Rows %>">
<option style="display: none" value="">-</option>
% foreach my $value (@Values) {
        <option value="<%$value%>"><% $value%></option>
% }
</select>
------snip-----
After----------------
<select name="List-<% $Name %>" id="<% $Name %>_List" class="combo-list"
onchange="ComboBox_SimpleAttach(this, this.form['<% $Name %>']); " rows="<%
$Rows %>">
<option style="display: none" value="">-</option>
% foreach my $value (@Values) {
        <option value="<%$value%>"><% $value%></option>
% }
</select>
<input name="<% $Name %>" id="<% $Name %>" class="combo-text" value="<%
$Default %>" type="text" <% $Size ? "size='$Size'" : '' |n %>
autocomplete="off" />
<br style="display: none" /><span id="<% $Name %>_Button"
class="combo-button"></span></span>
------snip----- 
As you can see I just moved the Select in front of the input and the
ComboBox magically appeared.
Hope this helps someone else, cause it drove me nuts.
 




SESINS
	
Solutions to Ensure Success	
Michael Adams	
Senior Systems/Network Administrator	

SES Insurance Brokerage Services, Inc.

CA License #0773864	

		Tel:	 800.955.4737	
17782 E. 17th Street	 	Direct:	 714.669.5386	
Suite 200	 	Fax:	 714.730.5075	
Tustin, CA  92780	 	Web:	  <http://www.ses-ins.com/>
http://www.ses-ins.com	



NOTICE:  The information transmitted in this e-mail is intended solely for
the individual or entity to which it is addressed and may contain
confidential and/or privileged material.  Any review, retransmission,
dissemination or other use of or taking action in reliance upon this
information by persons or entities other than the intended recipient is
prohibited.  If you have received this e-mail in error please contact the
sender and delete the material from any computer.
 
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From dstipp at uiuc.edu  Mon May 21 17:55:32 2007
From: dstipp at uiuc.edu (David Stipp)
Date: Mon, 21 May 2007 16:55:32 -0500
Subject: [rt-users] Problem with TransactionBatch scrip
Message-ID: <20070521215532.GM10609@intrepid.ci.uiuc.edu>

Hello all,

I'm having a problem with a scrip running in the TransactionBatch stage.

Setting the scene:

RT 3.6.3, Oracle, Apache2, Perl 5.8.8

One queue required a custom field to be populated with information
extracted from an e-mail message on a ticket creation.  The initial
notification to the AdminCcs needed to have the information from the CF
in the message.  To make this work, I set $UseTransactionBatch, and
modified the scrip 'On Create, Notify AdminCcs' to execute in the
Transaction Batch stage.

On e-mail from unprivileged users to the queue, everything works.  User
gets their notification back, CF is populated, and AdminCcs get their
notification with the CF.

Switch to another Queue: Same configuration, except it doesn't have the
CF or the scrip to extract and populate that CF.

If an unprivileged sends e-mail to this queue, they get their
notification, but the AdminCcs do not.

If a privileged user sends e-mail to this queue, they get their
notification AND the AdminCcs get their notification.

It was suggested on IRC by Ruslan that I try RT 3.6.4rc1, since it
addressed some TransactionBatch issues.  This, however, did not help.
He then asked me to send mail here. :-)

Attached are some logs, broken apart by case.  Let me know if there's
any more information I can provide!

Thanks in advance,

David

-- 
David Stipp <dstipp at uiuc.edu>
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********************************************************************************
********************************************************************************
Problem Queue:  SBIT

********************************************************************************
Unprivileged user sending e-mail

[Mon May 21 18:53:39 2007] [debug]: RT::Date used date::parse to make 1970-01-01 21600 (/services/rt/rt3/lib/RT/Date.pm:211)
[Mon May 21 18:55:40 2007] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - test from admin@< XX HOSTNAME REMOVED XX > (/services/rt/rt3/lib/RT/I18N.pm:223)
[Mon May 21 18:55:40 2007] [debug]: About to think about scrips for transaction #18785 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:55:40 2007] [debug]: About to think about scrips for transaction #18786 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:55:40 2007] [debug]: About to think about scrips for transaction #18787 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:55:40 2007] [debug]: About to think about scrips for transaction #18788 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:55:40 2007] [debug]: About to think about scrips for transaction #18789 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:55:40 2007] [debug]: About to prepare scrips for transaction #18789 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Mon May 21 18:55:40 2007] [debug]: Found 3 scrips (/services/rt/rt3/lib/RT/Scrips_Overlay.pm:363)
[Mon May 21 18:55:40 2007] [debug]: About to commit scrips for transaction #18789 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:178)
[Mon May 21 18:55:40 2007] [info]: <rt-3.6.3-14794-1179773740-285.533-30-0@< XX HOSTNAME REMOVED XX >> #533/18789 - Scrip 30 100-OnCreateAutoreplyToRequestors (/services/rt/rt3/lib/RT/Action/SendEmail.pm:243)
[Mon May 21 18:55:41 2007] [info]: <rt-3.6.3-14794-1179773740-285.533-30-0@< XX HOSTNAME REMOVED XX >> sent  To: admin@< XX HOSTNAME REMOVED XX > (/services/rt/rt3/lib/RT/Action/SendEmail.pm:274)
[Mon May 21 18:55:41 2007] [debug]: About to think about scrips for transaction #18790 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:55:41 2007] [info]: Ticket 533 created in queue 'SBIT' by admin@< XX HOSTNAME REMOVED XX > (/services/rt/rt3/lib/RT/Ticket_Overlay.pm:754)
[Mon May 21 18:55:41 2007] [debug]: Found 0 scrips (/services/rt/rt3/lib/RT/Scrips_Overlay.pm:363)

********************************************************************************
Privileged user sending e-mail

[Mon May 21 18:47:06 2007] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - testing the queue thingie (/services/rt/rt3/lib/RT/I18N.pm:223)
[Mon May 21 18:47:06 2007] [debug]: About to think about scrips for transaction #18766 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:47:06 2007] [debug]: About to think about scrips for transaction #18767 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:47:06 2007] [debug]: About to think about scrips for transaction #18768 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:47:06 2007] [debug]: About to think about scrips for transaction #18769 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:47:07 2007] [debug]: About to think about scrips for transaction #18770 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:47:07 2007] [debug]: About to prepare scrips for transaction #18770 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Mon May 21 18:47:07 2007] [debug]: Found 3 scrips (/services/rt/rt3/lib/RT/Scrips_Overlay.pm:363)
[Mon May 21 18:47:07 2007] [debug]: About to commit scrips for transaction #18770 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:178)
[Mon May 21 18:47:07 2007] [info]: <rt-3.6.3-14797-1179773227-856.530-30-0@< XX HOSTNAME REMOVED XX >> #530/18770 - Scrip 30 100-OnCreateAutoreplyToRequestors (/services/rt/rt3/lib/RT/Action/SendEmail.pm:243)
[Mon May 21 18:47:07 2007] [info]: <rt-3.6.3-14797-1179773227-856.530-30-0@< XX HOSTNAME REMOVED XX >> sent  To: < XX E-MAIL ADDRESS REMOVED XX > (/services/rt/rt3/lib/RT/Action/SendEmail.pm:274)
[Mon May 21 18:47:07 2007] [debug]: About to think about scrips for transaction #18771 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Mon May 21 18:47:07 2007] [info]: Ticket 530 created in queue 'SBIT' by boydbria (/services/rt/rt3/lib/RT/Ticket_Overlay.pm:754)
[Mon May 21 18:47:07 2007] [debug]: Found 1 scrips (/services/rt/rt3/lib/RT/Scrips_Overlay.pm:363)
[Mon May 21 18:47:08 2007] [info]: <rt-3.6.3-14797-1179773228-522.530-4-0@< XX HOSTNAME REMOVED XX >> #530/18770 - Scrip 4 075-OnCreateNotifyAdminCcs (/services/rt/rt3/lib/RT/Action/SendEmail.pm:243)
[Mon May 21 18:47:08 2007] [info]: <rt-3.6.3-14797-1179773228-522.530-4-0@< XX HOSTNAME REMOVED XX >> sent  Bcc: < XX E-MAIL ADDRESS REMOVED XX > (/services/rt/rt3/lib/RT/Action/SendEmail.pm:274)
[Mon May 21 18:47:08 2007] [debug]: About to think about scrips for transaction #18772 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)


********************************************************************************
********************************************************************************
Working Queue:  SMGp

********************************************************************************
Unprivileged user sending e-mail

[Fri May 18 15:50:43 2007] [debug]: Guessed encoding: ascii (/services/rt/rt3/lib/RT/I18N.pm:399)
[Fri May 18 15:50:43 2007] [debug]: Guessed encoding: ascii (/services/rt/rt3/lib/RT/I18N.pm:399)
[Fri May 18 15:50:43 2007] [debug]: Converting 'ascii' to 'utf-8' for text/plain - Message from Swatch on < XX HOSTNAME REMOVED XX > (/services/rt/rt3/lib/RT/I18N.pm:223)
[Fri May 18 15:50:43 2007] [debug]: CreateFromExternalUserInfo: entered with args:  mail root@< XX HOSTNAME REMOVED XX >  (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:55)
[Fri May 18 15:50:43 2007] [debug]: LookupExternalUserInfo: Entered with:
 	key   = mail
 	value = root@< XX HOSTNAME REMOVED XX > (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:198)
[Fri May 18 15:50:43 2007] [debug]: LookupExternalUserInfo:  Attempting TLS LDAP lookup (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:210)
[Fri May 18 15:50:43 2007] [debug]: LookupExternalUserInfo: First search filter  'mail=root@< XX HOSTNAME REMOVED XX >' (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:269)
[Fri May 18 15:50:43 2007] [debug]: LookupExternalUserInfo:  Search produced  0  results (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:281)
[Fri May 18 15:50:43 2007] [debug]: LookupExternalUserInfo: Leaving LDAP examination  with:
 	Name         = 
 	EmailAddress = 
 	RealName     = 
 	Found        = 0 (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:302)
[Fri May 18 15:50:43 2007] [debug]: CreateFromExternalUserInfo: params hash:  RealName  Name  EmailAddress   (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:58)
[Fri May 18 15:50:43 2007] [info]: CreateFromExternalUserInfo: failed to find user with args:  mail root@< XX HOSTNAME REMOVED XX >  (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:60)
[Fri May 18 15:50:43 2007] [debug]: CreateFromExternalUserInfo: entered with args:  cn root@< XX HOSTNAME REMOVED XX >  (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:55)
[Fri May 18 15:50:43 2007] [debug]: LookupExternalUserInfo: Entered with:
 	key   = cn
 	value = root@< XX HOSTNAME REMOVED XX > (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:198)
[Fri May 18 15:50:43 2007] [debug]: LookupExternalUserInfo:  Attempting TLS LDAP lookup (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:210)
[Fri May 18 15:50:43 2007] [debug]: LookupExternalUserInfo: First search filter  'cn=root@< XX HOSTNAME REMOVED XX >' (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:269)
[Fri May 18 15:50:43 2007] [debug]: LookupExternalUserInfo:  Search produced  0  results (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:281)
[Fri May 18 15:50:43 2007] [debug]: LookupExternalUserInfo: Leaving LDAP examination  with:
 	Name         = 
 	EmailAddress = 
 	RealName     = 
 	Found        = 0 (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:302)
[Fri May 18 15:50:43 2007] [debug]: CreateFromExternalUserInfo: params hash:  RealName  Name  EmailAddress   (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:58)
[Fri May 18 15:50:43 2007] [info]: CreateFromExternalUserInfo: failed to find user with args:  cn root@< XX HOSTNAME REMOVED XX >  (/services/rt/rt3/local/lib/RT/CurrentUser_Local.pm:60)
[Fri May 18 15:50:44 2007] [debug]: About to think about scrips for transaction #18562 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Fri May 18 15:50:44 2007] [debug]: About to think about scrips for transaction #18563 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Fri May 18 15:50:44 2007] [debug]: About to think about scrips for transaction #18564 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Fri May 18 15:50:44 2007] [debug]: About to think about scrips for transaction #18565 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Fri May 18 15:50:44 2007] [debug]: About to think about scrips for transaction #18566 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Fri May 18 15:50:44 2007] [debug]: About to think about scrips for transaction #18567 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Fri May 18 15:50:44 2007] [debug]: About to think about scrips for transaction #18568 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Fri May 18 15:50:44 2007] [debug]: About to prepare scrips for transaction #18568 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Fri May 18 15:50:44 2007] [debug]: Found 4 scrips (/services/rt/rt3/lib/RT/Scrips_Overlay.pm:363)
[Fri May 18 15:50:44 2007] [debug]: About to commit scrips for transaction #18568 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:178)
[Fri May 18 15:50:44 2007] [debug]: load cf Hostname (/services/rt/rt3/local/lib/RT/Action/ExtractCustomFieldValues.pm:38)
[Fri May 18 15:50:44 2007] [debug]: load cf done: 1 Found Object (/services/rt/rt3/local/lib/RT/Action/ExtractCustomFieldValues.pm:44)
[Fri May 18 15:50:44 2007] [debug]: look for cf in Header RT-Hostname (/services/rt/rt3/local/lib/RT/Action/ExtractCustomFieldValues.pm:56)
[Fri May 18 15:50:44 2007] [debug]: matched value: < XX HOSTNAME REMOVED XX > (/services/rt/rt3/local/lib/RT/Action/ExtractCustomFieldValues.pm:61)
[Fri May 18 15:50:44 2007] [debug]: found value for cf: < XX HOSTNAME REMOVED XX > (/services/rt/rt3/local/lib/RT/Action/ExtractCustomFieldValues.pm:79)
[Fri May 18 15:50:44 2007] [debug]: About to think about scrips for transaction #18569 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Fri May 18 15:50:44 2007] [debug]: About to prepare scrips for transaction #18569 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Fri May 18 15:50:44 2007] [debug]: Found 2 scrips (/services/rt/rt3/lib/RT/Scrips_Overlay.pm:363)
[Fri May 18 15:50:44 2007] [debug]: About to commit scrips for transaction #18569 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:178)
[Fri May 18 15:50:45 2007] [info]: CustomFieldValue (Hostname,< XX HOSTNAME REMOVED XX >) added: 1 Hostname < XX HOSTNAME REMOVED XX > added (/services/rt/rt3/local/lib/RT/Action/ExtractCustomFieldValues.pm:82)
[Fri May 18 15:50:45 2007] [info]: <rt-3.6.3-13449-1179503444-1808.521-25-0@< XX HOSTNAME REMOVED XX >> #521/18568 - Scrip 25 100-OnCreateAutoreplyToRequestors (/services/rt/rt3/lib/RT/Action/SendEmail.pm:243)
[Fri May 18 15:50:45 2007] [info]: <rt-3.6.3-13449-1179503444-1808.521-25-0@< XX HOSTNAME REMOVED XX >> sent  To: root@< XX HOSTNAME REMOVED XX > (/services/rt/rt3/lib/RT/Action/SendEmail.pm:274)
[Fri May 18 15:50:45 2007] [debug]: About to think about scrips for transaction #18570 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)
[Fri May 18 15:50:45 2007] [info]: Ticket 521 created in queue 'SMG-p' by root@< XX HOSTNAME REMOVED XX > (/services/rt/rt3/lib/RT/Ticket_Overlay.pm:754)
[Fri May 18 15:50:45 2007] [debug]: Found 1 scrips (/services/rt/rt3/lib/RT/Scrips_Overlay.pm:363)
[Fri May 18 15:50:45 2007] [info]: <rt-3.6.3-13449-1179503445-1029.521-4-0@< XX HOSTNAME REMOVED XX >> #521/18568 - Scrip 4 075-OnCreateNotifyAdminCcs (/services/rt/rt3/lib/RT/Action/SendEmail.pm:243)
[Fri May 18 15:50:46 2007] [info]: <rt-3.6.3-13449-1179503445-1029.521-4-0@< XX HOSTNAME REMOVED XX >> sent  Bcc: < XX E-MAIL ADDRESS REMOVED XX >, < XX E-MAIL ADDRESS REMOVED XX >, < XX E-MAIL ADDRESS REMOVED XX >, < XX E-MAIL ADDRESS REMOVED XX >, < XX E-MAIL ADDRESS REMOVED XX >, < XX E-MAIL ADDRESS REMOVED XX >, < XX E-MAIL ADDRESS REMOVED XX >, < XX E-MAIL ADDRESS REMOVED XX > (/services/rt/rt3/lib/RT/Action/SendEmail.pm:274)
[Fri May 18 15:50:46 2007] [debug]: About to think about scrips for transaction #18571 (/services/rt/rt3/lib/RT/Transaction_Overlay.pm:165)


From mikko.lipasti at polarcom.fi  Tue May 22 02:33:33 2007
From: mikko.lipasti at polarcom.fi (Mikko Lipasti)
Date: Tue, 22 May 2007 09:33:33 +0300
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com>
Message-ID: <1179815614.21900.4.camel@localhost>

On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote:
> Basically were an ASP hosting operation, we have hundreds of customers
> that pay us money to host their site. Our company has several
> departments that create tickets associated to each of the customers.
> Currently the way were managing Customer is by having them defined as
> a custom field and then we can write reports based off these custom
> fields.

Why can't you use Requestor field to identify customers?

- Mikko



From Ulrike.Lindemann at desy.de  Tue May 22 04:25:03 2007
From: Ulrike.Lindemann at desy.de (Ulrike Lindemann)
Date: Tue, 22 May 2007 10:25:03 +0200
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: <3EE4C5ECBA8305F4D7BEFE5A@idefix.mi.fu-berlin.de>
References: <DE8A8F0B5BA92440A31FDA68@192.168.1.7>		<C04202D9-2AC1-45B9-B5EA-2F59A691EA87@bestpractical.com>	<589c94400705152055i4938b570i613797c4644c16a0@mail.gmail.com>
	<3EE4C5ECBA8305F4D7BEFE5A@idefix.mi.fu-berlin.de>
Message-ID: <4652A8DF.7030003@desy.de>

Thanks Ruslan and Dirk,
for working on this problem!

I would like to test and try. I downloaded ArticleCollection_Overlay.pm 
from svn, but still see problems (searches now have no results instead 
of all articles before). Do I have to download more files?

Please give me a short note if you need people to try!

Regards, Ulrike



Dirk Pape wrote:
> Thanks Ruslan,
> 
> can you give me the URL for the latest svn trunk for RTFM. Sorry if I am 
> only blind to find it. Did Jesse mention, it resides in RTIR?
> 
> Regards,
> Dirk.
> 
> --Am 16. Mai 2007 07:55:55 +0400 schrieb Ruslan Zakirov 
> <ruz at bestpractical.com>:
> 
>> Dirk, could please try the latest svn code, I hope I've fixed the
>> problem you're seeing.
> 
> 
> 



From rtusermail at gmail.com  Tue May 22 04:58:14 2007
From: rtusermail at gmail.com (RTuser)
Date: Tue, 22 May 2007 10:58:14 +0200
Subject: [rt-users] Statistic tool
Message-ID: <a925e9350705220158r2b873345u56b753828bc791c1@mail.gmail.com>

Hi,
Can you indicate me please any Rt statistic tool?

MaRla
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From Richard.Ellis at Sun.COM  Tue May 22 05:08:59 2007
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Tue, 22 May 2007 10:08:59 +0100
Subject: [rt-users] Can't use string ("") as a HASH ref while "strict refs"
 in use at
 /opt/rt3/share/html/Elements/MyRT line 50, <DATA> line 1662
Message-ID: <4652B32B.2090104@sun.com>

Hi Guys,

I could really use a hint or any kind of idea what is causing this 
error. At the moment, our test instance is useable but not very pretty. 
Content doesn't appear to be laid out correctly, almost as if a table is 
badly formed and the columns are running under each other instead of 
across the page. Data works so we can log in, insert tickets, modify 
data etc,, but is not very pretty.

The only thing left to do is to delete our MySQL database and try again 
from scratch, but I would prefer not to do that if possible. I believe 
this is the same error as I questioned a couple of weeks ago, although 
there is now a <DATA> reference in the error messages.

System:
System Sun Enterprise 4200 16GB RAM
Solaris 9 SPARC
RT VERSION = '3.6.3';
perl, v5.8.4 built for sun4-solaris-stdio
perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION;' 1.48
Server version: Apache/1.3.29 (Unix)
Server built:   May 27 2004 14:39:39
mod_perl/1.29

We have removed our entire instance and installed fresh files, removing 
all our customisations, made sure that our database is patched correctly 
from etc/upgrade.

*System error*

*error:*  	Can't use string ("") as a HASH ref while "strict refs" in 
use at /opt/rt3/share/html/Elements/MyRT line 50, <DATA> line 1662.
*context:*  	
*...*  	
*46:*  	<table border="0" width="100%">
*47:*  	<tr valign="top">
*48:*  	<td width="70%" class="boxcontainer">
*49:*  	
*50:*  	% for my $portlet (@{$portlets->{body}}) {
*51:*  	<% $show_cb->( $portlet ) %>
*52:*  	<br />
*53:*  	% }
*54:*  	
*...*  	

*code stack:*  	/opt/rt3/share/html/Elements/MyRT:50
/opt/rt3/share/html/index.html:79
/opt/rt3/share/html/autohandler:292

raw error <http://gplive.uk:3000/index.html#raw>

Can't use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50, <DATA> line 1662.


Trace begun at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('Can\'t use string ("") as a HASH ref while "strict refs" in use at /opt/rt3/share/html/Elements/MyRT line 50, <DATA> line 1662.^J') called at /opt/rt3/share/html/Elements/MyRT line 50
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x18b3c20)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/html/index.html line 79
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x17bab60)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef) called at /opt/rt3/share/html/autohandler line 292
HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x17e7afc)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1972fa4)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134
eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1972fa4)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x12c3acc)', 'Apache=SCALAR(0x14cbd54)') called at /opt/rt3/bin/webmux.pl line 123
eval {...} at /opt/rt3/bin/webmux.pl line 123
RT::Mason::handler('Apache=SCALAR(0x14cbd54)') called at /dev/null line 0
eval {...} at /dev/null line 0

/usr/local/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql
perl:
        >=5.8.3(5.008004)...found
users:
        rt group (rtusers)...found
        bin owner (root)...found
        libs owner (root)...found
        libs group (bin)...found
        web owner (rtuser)...found
        web group (rtusers)...found
CLI dependencies:
        Getopt::Long >=2.24...found
CORE dependencies:
        Digest::base...found
        Digest::MD5 >=2.27...found
        DBI >=1.37...found
        Test::Inline...found
        Class::ReturnValue >=0.40...found
        Date::Format...found
        DBIx::SearchBuilder >=1.40...found
        Text::Template...found
        File::Spec >=0.8...found
        HTML::Entities...found
        HTML::Scrubber >=0.08...found
        Net::Domain...found
        Log::Dispatch >=2.0...found
        Locale::Maketext >=1.06...found
        Locale::Maketext::Lexicon >=0.32...found
        Locale::Maketext::Fuzzy...found
        MIME::Entity >=5.108...found
        Mail::Mailer >=1.57...found
        Net::SMTP...found
        Text::Wrapper...found
        Time::ParseDate...found
        Time::HiRes...found
        File::Temp...found
        Term::ReadKey...found
        Text::Autoformat...found
        Text::Quoted >=1.3...found
        Tree::Simple >=1.04...found
        Scalar::Util...found
        Module::Versions::Report...found
        Cache::Simple::TimedExpiry...found
        UNIVERSAL::require...found
        Calendar::Simple...found
DEV dependencies:
        Regexp::Common...found
        Test::Inline...found
        Apache::Test...found
        HTML::Form...found
        HTML::TokeParser...found
        WWW::Mechanize...found
        Test::WWW::Mechanize >=1.04...found
        Module::Refresh >=0.03...found
        Test::Expect >=0.30...found
        XML::Simple...found
        File::Find...found
MAILGATE dependencies:
        HTML::TreeBuilder...found
        HTML::FormatText...found
        Getopt::Long...found
        LWP::UserAgent...found
MASON dependencies:
        Params::Validate >=0.02...found
        Cache::Cache...found
        Exception::Class >=1.14...found
        HTML::Mason >=1.23...found
        MLDBM...found
        Errno...found
        FreezeThaw...found
        Digest::MD5 >=2.27...found
        CGI::Cookie >=1.20...found
        Storable >=2.08...found
        Apache::Session >=1.53...found
        XML::RSS >=1.05...found
        HTTP::Server::Simple >=0.07...found
        HTTP::Server::Simple::Mason >=0.09...found
        GD...found
        GD::Graph...found
        GD::Text...found
        Text::WikiFormat >=0.76...found
MYSQL dependencies:
        DBD::mysql >=2.1018...found

Everything was found.

Anything anyone can suggest would be fantastic

Thanks

Rik

-- 
Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com




From bestpractical at jon.limedaley.com  Tue May 22 06:51:10 2007
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Tue, 22 May 2007 06:51:10 -0400 (EDT)
Subject: [rt-users] Statistic tool
In-Reply-To: <a925e9350705220158r2b873345u56b753828bc791c1@mail.gmail.com>
References: <a925e9350705220158r2b873345u56b753828bc791c1@mail.gmail.com>
Message-ID: <Pine.LNX.4.64.0705220650140.24440@orange.limedaley.com>

On Tue, 22 May 2007, RTuser wrote:
> Can you indicate me please any Rt statistic tool?

Go to wiki.bestpractical.com/rt/ and search for statistics.

I use this one:

http://wiki.bestpractical.com/index.cgi?RT3BatchStats


From romansteve at gmail.com  Tue May 22 07:12:15 2007
From: romansteve at gmail.com (Roman Steven)
Date: Tue, 22 May 2007 07:12:15 -0400
Subject: [rt-users] Googleish Searches
Message-ID: <552eaa670705220412h16d41cfbp5cf61878e61a6560@mail.gmail.com>

Hi,

I really appreciate the googleish search feature.  I would like to use
it more, but would like to restrict the searches based on date ranges,
custom field values, etc.  Has anybody out there done this and is
willing to share the code?  Is this in the works for a future release?

Thanks,
Roman


From kfh at mqsoftware.com  Tue May 22 09:22:33 2007
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Tue, 22 May 2007 08:22:33 -0500
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <1179815614.21900.4.camel@localhost>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com>
	<1179815614.21900.4.camel@localhost>
Message-ID: <63BEA5E623E09F4D92233FB12A9F7943F45EDA@emailmn.mqsoftware.com>


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Mikko Lipasti
> Sent: Tuesday, May 22, 2007 1:34 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Customer Centric RT?
> 
> On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote:
> > Basically were an ASP hosting operation, we have hundreds of
> customers
> > that pay us money to host their site. Our company has several
> > departments that create tickets associated to each of the customers.
> > Currently the way were managing Customer is by having them defined
> as
> > a custom field and then we can write reports based off these custom
> > fields.
> 
> Why can't you use Requestor field to identify customers?
> 
> - Mikko

I don't know about Justin's situation, but for u, we sometimes have
employees open tickets for customers.  All correspondence should be via
the employee, but we need a way to find all tickets for a certain
customer.  I'm planning to look into adding a "On Behalf Of" custom
field that validates against the user database, but I don't know how
much work it will be.

-Kelly
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sales 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  Tue May 22 08:34:29 2007
From: lesmikesell at gmail.com (Les Mikesell)
Date: Tue, 22 May 2007 07:34:29 -0500
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <1179815614.21900.4.camel@localhost>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com>
	<1179815614.21900.4.camel@localhost>
Message-ID: <4652E355.10507@gmail.com>

Mikko Lipasti wrote:
> On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote:
>> Basically were an ASP hosting operation, we have hundreds of customers
>> that pay us money to host their site. Our company has several
>> departments that create tickets associated to each of the customers.
>> Currently the way were managing Customer is by having them defined as
>> a custom field and then we can write reports based off these custom
>> fields.
> 
> Why can't you use Requestor field to identify customers?
> 

Or dedicate a queue to each customer?  If the people using it are 
different, a queue seems like the logical way to separate them.

-- 
   Les Mikesell
    lesmikesell at gmail.com


From scott at 4th.com  Tue May 22 09:37:36 2007
From: scott at 4th.com (Scott Courtney)
Date: Tue, 22 May 2007 09:37:36 -0400
Subject: [rt-users] Need to trigger scrip on ticket moved *out* of queue
Message-ID: <200705220937.37083.scott@4th.com>

Good morning!

We are trying to set up a scrip that will notify a pager email address when
a ticket is moved *out of* one particular queue, regardless of the destination
queue.

Ordinarily, we could put this on the global scrips, but we only want it to
affect one queue. Since the messages will go to a pager, we don't want a page
every time anyone moves any ticket anywhere. :-)

The initial thought was to use the "On Queue Change" condition, but it appears
that fires at the destination queue rather than at the source queue. I was
able to get our scrip to work when we move a ticket *into* the queue, but not
when something moves out. As with global, we can't just put this scrip on all
the other queues, because then we'll be bombarded with unwanted notifications.

Here's what I have now, for testing:

Description: Notify pager when ticket moved out
Condition:   On Queue Change
Action:      Notify AdminCCs
Template:    Global template: Transaction
Stage:       Transaction Create

Custom conditions/actions: none

We'll probably change the action to a custom action once we get the triggering
right. For now, I just want to validate that a known-working action is fired
when the event of interest occurs.

Do I need to go to a custom condition for this? If so, what determines when
my conditional expression is evaluated?

Thanks for any advice.

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 HelmuthRamirez at compupay.com  Tue May 22 10:03:00 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Tue, 22 May 2007 10:03:00 -0400
Subject: [rt-users] Need to trigger scrip on ticket moved *out* of queue
In-Reply-To: <200705220937.37083.scott@4th.com>
References: <200705220937.37083.scott@4th.com>
Message-ID: <7314881427FC8A4081673E8CEEA79249044E3B2B@EXMIAMI01.compupay.com>

We use this non-global scrip:

Description: QueueTransfer
Condition: On Queue Change
Action: Notify Other Recipients
Template: New Ticket in Queue
Stage: Transaction Create

The template is a simple message we created letting the helpdesk staff a
new ticket is sitting out there.  So when a user's queue changes into
ours, the distribution list gets notified.  Here is what it looks like:

<template>

CC: dl-helpdesk at compupay.com

A new ticket has been created.

Ticket #{$Ticket->id()}
Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()}
Subject: {$Ticket->Subject}

Description:
{ $Ticket->Transactions->First->Content; } 


</template>
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott
Courtney
Sent: Tuesday, May 22, 2007 9:38 AM
To: RT-Users at lists.bestpractical.com
Subject: [rt-users] Need to trigger scrip on ticket moved *out* of queue

Good morning!

We are trying to set up a scrip that will notify a pager email address
when
a ticket is moved *out of* one particular queue, regardless of the
destination
queue.

Ordinarily, we could put this on the global scrips, but we only want it
to
affect one queue. Since the messages will go to a pager, we don't want a
page
every time anyone moves any ticket anywhere. :-)

The initial thought was to use the "On Queue Change" condition, but it
appears
that fires at the destination queue rather than at the source queue. I
was
able to get our scrip to work when we move a ticket *into* the queue,
but not
when something moves out. As with global, we can't just put this scrip
on all
the other queues, because then we'll be bombarded with unwanted
notifications.

Here's what I have now, for testing:

Description: Notify pager when ticket moved out
Condition:   On Queue Change
Action:      Notify AdminCCs
Template:    Global template: Transaction
Stage:       Transaction Create

Custom conditions/actions: none

We'll probably change the action to a custom action once we get the
triggering
right. For now, I just want to validate that a known-working action is
fired
when the event of interest occurs.

Do I need to go to a custom condition for this? If so, what determines
when
my conditional expression is evaluated?

Thanks for any advice.

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

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


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


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http://www.compupay.com/


From richardsolid at gmail.com  Tue May 22 10:42:48 2007
From: richardsolid at gmail.com (Richard Solid)
Date: Tue, 22 May 2007 10:42:48 -0400
Subject: [rt-users] PLEASE HELP!!! Congiring RT for Incoming Emails
Message-ID: <ad68da050705220742p6842f37awf985c5aa38339811@mail.gmail.com>

Hello,

I'm trying to receive emails on RT and I'm getting an error message
regarding to the prog mailer. I created the symbolic link  ln -s
/usr/bin/rt-mailgate /etc/smrsh/rt-mailgate because I'm using sendmail.

These are the packages of sendmail I have installed

sendmail-cf-8.13.1-3.RHEL4.5
sendmail-8.13.1-3.RHEL4.5

These are the packages of RT I have installed:

rt-mail-dispatcher-3.4.5-2
rt-3.4.5-2

This is how part of my RT_SiteConfig file looks like:

Set($MailCommand , 'sendmailpipe');
Set($SendmailArguments , "-oi -t");
Set($SendmailBounceArguments , '-f "<>"');
Set($SendmailPath , "/usr/sbin/sendmail");


This the error message I get when I send emails from my personal email
address to rt at rt.domain.com. It gets to the server but no success.

May 22 10:30:03 rt sendmail[26804]: l4MEU2R0026804: from=<me at myaddress.com>,
size=2882, class=0, nrcpts=1, msgid=<
009501c79c7d$e994b2f0$7100000a at MyDEsktopComputer>, proto=ESMTP, daemon=MTA,
relay=mail.domain.tld [1.2.3.4]
May 22 10:30:03 rt sendmail[26807]: l4MEU2R0026804:
to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://rt.domain.com", ctladdr=<rt at rt.domain.com> (8/0), delay=00:00:01,
xdelay=00:00:00, mailer=prog, pri=33071, dsn=4.0.0, stat=Deferred: prog
mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL



Any inputs??????
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From jbrodley at sumtotalsystems.com  Tue May 22 10:42:53 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 22 May 2007 07:42:53 -0700
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <1179815614.21900.4.camel@localhost>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com>
	<1179815614.21900.4.camel@localhost>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F8235E@blv-exch1.sumtotalsystems.com>

Because the requestors are in support or professional service and need to be kept up to date on requests. 


Justin Brodley?



-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mikko Lipasti
Sent: Monday, May 21, 2007 11:34 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Customer Centric RT?

On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote:
> Basically were an ASP hosting operation, we have hundreds of customers
> that pay us money to host their site. Our company has several
> departments that create tickets associated to each of the customers.
> Currently the way were managing Customer is by having them defined as
> a custom field and then we can write reports based off these custom
> fields.

Why can't you use Requestor field to identify customers?

- Mikko

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

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


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



From jbrodley at sumtotalsystems.com  Tue May 22 10:45:26 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 22 May 2007 07:45:26 -0700
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <4652E355.10507@gmail.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com><1179815614.21900.4.camel@localhost>
	<4652E355.10507@gmail.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82360@blv-exch1.sumtotalsystems.com>

Queues for each customer would be unmanageable as we would have over 200 queues, and i'd have a massive custom view to correlate all this data into a single pane of glass. 


Justin Brodley?


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Les Mikesell
Sent: Tuesday, May 22, 2007 5:34 AM
To: Mikko Lipasti
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Customer Centric RT?

Mikko Lipasti wrote:
> On Mon, 2007-05-21 at 14:08 -0700, Justin Brodley wrote:
>> Basically were an ASP hosting operation, we have hundreds of customers
>> that pay us money to host their site. Our company has several
>> departments that create tickets associated to each of the customers.
>> Currently the way were managing Customer is by having them defined as
>> a custom field and then we can write reports based off these custom
>> fields.
> 
> Why can't you use Requestor field to identify customers?
> 

Or dedicate a queue to each customer?  If the people using it are 
different, a queue seems like the logical way to separate them.

-- 
   Les Mikesell
    lesmikesell at gmail.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 scott at 4th.com  Tue May 22 10:46:35 2007
From: scott at 4th.com (Scott Courtney)
Date: Tue, 22 May 2007 10:46:35 -0400
Subject: [rt-users] Need to trigger scrip on ticket moved *out* of queue
In-Reply-To: <7314881427FC8A4081673E8CEEA79249044E3B2B@EXMIAMI01.compupay.com>
References: <200705220937.37083.scott@4th.com>
	<7314881427FC8A4081673E8CEEA79249044E3B2B@EXMIAMI01.compupay.com>
Message-ID: <200705221046.35810.scott@4th.com>

On Tuesday 22 May 2007 10:03, Helmuth Ramirez wrote:
> Description: QueueTransfer
> Condition: On Queue Change
> Action: Notify Other Recipients
> Template: New Ticket in Queue
> Stage: Transaction Create
> 
> The template is a simple message we created letting the helpdesk staff a
> new ticket is sitting out there. ?So when a user's queue changes into
> ours, the distribution list gets notified. ?Here is what it looks like:

Thanks for the template example. This will be helpful, because I can use
it to make a really terse message for our pager.

Unfortunately, your condition is the same as what I have now, which is that
it triggers when the ticket moves into the queue. I need to trigger when
the ticket moves out of the queue.

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  Tue May 22 11:11:28 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 22 May 2007 11:11:28 -0400
Subject: [rt-users] Need to trigger scrip on ticket moved *out* of queue
In-Reply-To: <200705220937.37083.scott@4th.com>
References: <200705220937.37083.scott@4th.com>
Message-ID: <6.2.3.4.2.20070522110907.03d1e7b8@po14.mit.edu>

At Tuesday 5/22/2007 09:37 AM, Scott Courtney wrote:
>Good morning!
>
>We are trying to set up a scrip that will notify a pager email address when
>a ticket is moved *out of* one particular queue, regardless of the destination
>queue.
>
>
>Do I need to go to a custom condition for this? If so, what determines when
>my conditional expression is evaluated?
>
>Thanks for any advice.
>
>Scott

Scott,

I think you need a global scrip with a custom condition something like this:

if ($self->TransactionObj->Type eq "Set"
     && $self->TransactionObj->Field eq "Queue"
     && $self->TransactionObj->OldValue eq "nnnnn"
) {
   return 1;
} else {
   return 0;
}


where nnnnn is the id of the queue you are interested in

Steve



From elg at bu.edu  Tue May 22 11:04:08 2007
From: elg at bu.edu (Gauthier, Eric L)
Date: Tue, 22 May 2007 11:04:08 -0400
Subject: [rt-users] Customize Permission Denied email
Message-ID: <56D476CC1C49B94B841267A5FB22D531987BF9@OIT-EX.ad.bu.edu>

Hello,

Generally, we restrict access to a request so that only addresses
associated with the request can post to it.  From time to time, someone
is listed as a CC with one email address, which forwards mail to a
second one.  When they reply, they get a "Permission Denied" response as
their secondary email address isn't associated with the request.

Is there an easy way to modify the "Permission Denied" response message
to add in a few lines of text?  We're looking to just add a sentence
explaining why the bounce occurred and recommending that they use the
web interface.

Thanks,


Eric Gauthier
  Network Engineer
  617-353-8218 ~^~ elg at bu.edu
Boston University - Information Technology



From lesmikesell at gmail.com  Tue May 22 11:22:54 2007
From: lesmikesell at gmail.com (Les Mikesell)
Date: Tue, 22 May 2007 10:22:54 -0500
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82360@blv-exch1.sumtotalsystems.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com><1179815614.21900.4.camel@localhost>
	<4652E355.10507@gmail.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82360@blv-exch1.sumtotalsystems.com>
Message-ID: <46530ACE.1040509@gmail.com>

Justin Brodley wrote:
> Queues for each customer would be unmanageable as we would have over 200 queues, and i'd have a massive custom view to correlate all this data into a single pane of glass. 
> 

I thought the point was to separate them... If you want to see the 
tickets regardless of queue you could make a custom query to pick the 
ones you want.

-- 
   Les Mikesell
    lesmikesell at gmail.com


From jbrodley at sumtotalsystems.com  Tue May 22 11:26:56 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 22 May 2007 08:26:56 -0700
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <46530ACE.1040509@gmail.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com><1179815614.21900.4.camel@localhost>
	<4652E355.10507@gmail.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82360@blv-exch1.sumtotalsystems.com>
	<46530ACE.1040509@gmail.com>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F823AC@blv-exch1.sumtotalsystems.com>

No, our main point is we need to be able to have Customers in the system and requestors as internal employees who are requesting on "behalf" of the customer. I'm really just trying to find out if anyone has done work like this already, or if this is something we'll need to build from scratch. Were currently solving the problem with Custom Fields but were concerned about the qty of CF values, and we also have some additional needs for escalation scripts that require additional data be stored with each custom field. 


Justin Brodley?


-----Original Message-----
From: Les Mikesell [mailto:lesmikesell at gmail.com] 
Sent: Tuesday, May 22, 2007 8:23 AM
To: Justin Brodley
Cc: Mikko Lipasti; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Customer Centric RT?

Justin Brodley wrote:
> Queues for each customer would be unmanageable as we would have over 200 queues, and i'd have a massive custom view to correlate all this data into a single pane of glass. 
> 

I thought the point was to separate them... If you want to see the 
tickets regardless of queue you could make a custom query to pick the 
ones you want.

-- 
   Les Mikesell
    lesmikesell at gmail.com



From kfh at mqsoftware.com  Tue May 22 11:28:41 2007
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Tue, 22 May 2007 10:28:41 -0500
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <46530ACE.1040509@gmail.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com><1179815614.21900.4.camel@localhost><4652E355.10507@gmail.com><0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82360@blv-exch1.sumtotalsystems.com>
	<46530ACE.1040509@gmail.com>
Message-ID: <63BEA5E623E09F4D92233FB12A9F7943F45EE2@emailmn.mqsoftware.com>


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Les Mikesell
> Sent: Tuesday, May 22, 2007 10:23 AM
> To: Justin Brodley
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Customer Centric RT?
> 
> Justin Brodley wrote:
> > Queues for each customer would be unmanageable as we would have over
> 200 queues, and i'd have a massive custom view to correlate all this
> data into a single pane of glass.
> >
> 
> I thought the point was to separate them... If you want to see the
> tickets regardless of queue you could make a custom query to pick the
> ones you want.

"Helpdesk workers" need to see a single (or a few) 'queues' of work
items.  Management, SEs, sales people want to see "all the tickets for
customer X in the last 60 days" before calling the customer, so that
they don't get any rude awakenings....

-Kelly
> 
> --
>    Les Mikesell
>     lesmikesell at gmail.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 jra at baylink.com  Tue May 22 11:34:09 2007
From: jra at baylink.com (Jay R. Ashworth)
Date: Tue, 22 May 2007 11:34:09 -0400
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F823AC@blv-exch1.sumtotalsystems.com>
References: <4652E355.10507@gmail.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82360@blv-exch1.sumtotalsystems.com>
	<46530ACE.1040509@gmail.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F823AC@blv-exch1.sumtotalsystems.com>
Message-ID: <20070522153409.GJ24030@cgi.jachomes.com>

On Tue, May 22, 2007 at 08:26:56AM -0700, Justin Brodley wrote:
> No, our main point is we need to be able to have Customers in the
> system and requestors as internal employees who are requesting on
> "behalf" of the customer. I'm really just trying to find out if anyone
> has done work like this already, or if this is something we'll need
> to build from scratch. Were currently solving the problem with Custom
> Fields but were concerned about the qty of CF values, and we also have
> some additional needs for escalation scripts that require additional
> data be stored with each custom field.

You need the same thing from RT that I've always needed (being in the
contract computer consulting business), and to the best of my
knowledge, the closest you can currently get to that is by using Asset
Tracker and defining each client (and site) as an asset.  I still don't
think that gets you everything you'd want in that environment.

Check the list archive; this came up in the "what do you want in 4.0"
thread a couple months ago...

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


From KFCrocker at lbl.gov  Tue May 22 13:02:03 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 May 2007 10:02:03 -0700
Subject: [rt-users] Combine scrips
Message-ID: <4653220B.5070005@lbl.gov>

To all,


	Thanks to Gene LeDuc and Stephen Turner I got my notification scrip 
working and another scrip to modify another custom field using the same 
condition code. When I tried to combine them into 1 scrip, I either got 
the notification scrip to run (action = notify Requestor) or the 
modification code to work (action = user defined) but not both. I'm not 
sure how to do both in 1 scrip or even if it is possible. Is there where 
the TransdactionBatch  option comes in? Thanks.

Kenn
LBNL


From gleduc at mail.sdsu.edu  Tue May 22 14:07:32 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Tue, 22 May 2007 11:07:32 -0700
Subject: [rt-users] Combine scrips
In-Reply-To: <4653220B.5070005@lbl.gov>
References: <4653220B.5070005@lbl.gov>
Message-ID: <6.2.1.2.2.20070522101303.02d4dc28@mail.sdsu.edu>

Hi Kenn,

I think the basic issue is that you want to use a user-defined action AND 
fire off an e-mail.  Since I've been able to do almost anything within a 
template that I would want to do in a user-defined scrip action, I only use 
user-defined actions when I'm not going to send an e-mail.  If there will 
be one or more e-mails, I put the code (that I would have put into the 
user-defined scrip action) into templates and cause them to trigger as many 
other scrips as I have e-mails to send.

I do this by setting something (usually Priority) in the template, which 
triggers another scrip that fires another template (with each template 
sending off an e-mail).  Since I don't use the Priority field to actually 
indicate priority, I use it instead to keep track of what stage a ticket is 
at and move it through my workflow process.

For example:
1. Mail comes in, gets parsed by scrip.  Scrip populates CFs in ticket and 
Priority gets set to 5.
2. Pri-5 triggers scrip/template that sends new-ticket alert to staff 
members.  Template sets Status to open and Priority to 10.
3. Pri-10 triggers scrip/template that sends acknowledgment to 
requestor.  Template sets Priority to 15.
4. Pri-15 triggers scrip/template that sends user a random password to 
access RT.  Template sets Priority to 20.
If requestor sends reply with "reset" in body, scrip sets Priority to 15 
(which causes step 4 to repeat and make a new password).
If staff member sends reply with "ok" in body, scrip sets Owner to staff 
member and Priority to 25.
6. Pri-25 triggers scrip/template that sends mail to requestor saying job 
is complete.  Template also sets Priority to 30.
7. Pri-30 triggers scrip/template that sends mail to all staff members 
notifying that this job is complete.  Template sets Status to resolved.

Gene

At 10:02 AM 5/22/2007, Kenneth Crocker wrote:
>         Thanks to Gene LeDuc and Stephen Turner I got my notification 
> scrip working and another scrip to modify another custom field using the 
> same condition code. When I tried to combine them into 1 scrip, I either 
> got the notification scrip to run (action = notify Requestor) or the 
> modification code to work (action = user defined) but not both. I'm not 
> sure how to do both in 1 scrip or even if it is possible. Is there where 
> the TransdactionBatch  option comes in? Thanks.


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



From richardsolid at gmail.com  Tue May 22 14:27:44 2007
From: richardsolid at gmail.com (Richard Solid)
Date: Tue, 22 May 2007 14:27:44 -0400
Subject: [rt-users] Child process of address_pipe transport returned 75
Message-ID: <ad68da050705221127j47c2ba7cxb088f1e9295accc1@mail.gmail.com>

Not able to get this incoming email working with RT using sendmail and now
I'm trying to use Exim and I get the following error:

This is how the alises look like:

rt: "|/usr/bin/rt-mailgate --queue general --debug --action correspond --url
http://rt.domain.tld/"

This is the error message from the maillog:

2007-05-22 14:22:30 1HqZ0A-0000go-BW <= root at myaddress.com H=localhost (
rt.latpro.com) [127.0.0.1] P=esmtp S=483 id=
200705221822.l4MIMUuU002653 at myaddress.com
2007-05-22 14:22:30 1HqZ0A-0000go-BW ** |/usr/bin/rt-mailgate --queue
general --debug --action correspond --url http://rt.domain.tld/ <
rt at rt.domain.tld> R=system_aliases T=address_pipe: Child process of
address_pipe transport returned 75 (could mean temporary error) from
command: /usr/bin/rt-mailgate
2007-05-22 14:22:30 1HqZ0A-0000gt-QJ <= <> R=1HqZ0A-0000go-BW U=exim P=local
S=1889
2007-05-22 14:22:30 1HqZ0A-0000go-BW Completed
2007-05-22 14:22:30 1HqZ0A-0000gt-QJ => me at myaddress.com <root at rt.domain.tld>
R=dnslookup T=remote_smtp H=mail1.domain.com [1.2.3.4]
2007-05-22 14:22:30 1HqZ0A-0000gt-QJ Completed

Any inputs?
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From KFCrocker at lbl.gov  Tue May 22 14:58:55 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Tue, 22 May 2007 11:58:55 -0700
Subject: [rt-users] Combine scrips
In-Reply-To: <6.2.1.2.2.20070522101303.02d4dc28@mail.sdsu.edu>
References: <4653220B.5070005@lbl.gov>
	<6.2.1.2.2.20070522101303.02d4dc28@mail.sdsu.edu>
Message-ID: <46533D6F.207@lbl.gov>

Gene,


	Yes, I thought about using templates as well and will probably go ahead 
with your example. I could use ticket status for that, since I am adding 
a few new values there. I could set the status in a template which would 
trigger another scrip, and on and on. Not a bad idea. I was just 
wondering if there was a simpler way, but this one isn't too bad, 
really. I want to thank you for your time and patience in helping me get 
thru this learning curve. You truly helped alot.

Kenn
LBNL

Gene LeDuc wrote:
> Hi Kenn,
> 
> I think the basic issue is that you want to use a user-defined action 
> AND fire off an e-mail.  Since I've been able to do almost anything 
> within a template that I would want to do in a user-defined scrip 
> action, I only use user-defined actions when I'm not going to send an 
> e-mail.  If there will be one or more e-mails, I put the code (that I 
> would have put into the user-defined scrip action) into templates and 
> cause them to trigger as many other scrips as I have e-mails to send.
> 
> I do this by setting something (usually Priority) in the template, which 
> triggers another scrip that fires another template (with each template 
> sending off an e-mail).  Since I don't use the Priority field to 
> actually indicate priority, I use it instead to keep track of what stage 
> a ticket is at and move it through my workflow process.
> 
> For example:
> 1. Mail comes in, gets parsed by scrip.  Scrip populates CFs in ticket 
> and Priority gets set to 5.
> 2. Pri-5 triggers scrip/template that sends new-ticket alert to staff 
> members.  Template sets Status to open and Priority to 10.
> 3. Pri-10 triggers scrip/template that sends acknowledgment to 
> requestor.  Template sets Priority to 15.
> 4. Pri-15 triggers scrip/template that sends user a random password to 
> access RT.  Template sets Priority to 20.
> If requestor sends reply with "reset" in body, scrip sets Priority to 15 
> (which causes step 4 to repeat and make a new password).
> If staff member sends reply with "ok" in body, scrip sets Owner to staff 
> member and Priority to 25.
> 6. Pri-25 triggers scrip/template that sends mail to requestor saying 
> job is complete.  Template also sets Priority to 30.
> 7. Pri-30 triggers scrip/template that sends mail to all staff members 
> notifying that this job is complete.  Template sets Status to resolved.
> 
> Gene
> 
> At 10:02 AM 5/22/2007, Kenneth Crocker wrote:
>>         Thanks to Gene LeDuc and Stephen Turner I got my notification 
>> scrip working and another scrip to modify another custom field using 
>> the same condition code. When I tried to combine them into 1 scrip, I 
>> either got the notification scrip to run (action = notify Requestor) 
>> or the modification code to work (action = user defined) but not both. 
>> I'm not sure how to do both in 1 scrip or even if it is possible. Is 
>> there where the TransdactionBatch  option comes in? Thanks.
> 
> 


From falcone at bestpractical.com  Tue May 22 20:11:47 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 22 May 2007 20:11:47 -0400
Subject: [rt-users] Child process of address_pipe transport returned 75
In-Reply-To: <ad68da050705221127j47c2ba7cxb088f1e9295accc1@mail.gmail.com>
References: <ad68da050705221127j47c2ba7cxb088f1e9295accc1@mail.gmail.com>
Message-ID: <D4A72F26-6538-4DCE-B797-B200CAB9C581@bestpractical.com>


On May 22, 2007, at 2:27 PM, Richard Solid wrote:

> Not able to get this incoming email working with RT using sendmail  
> and now I'm trying to use Exim and I get the following error:
>
> This is how the alises look like:
>
> rt: "|/usr/bin/rt-mailgate --queue general --debug --action  
> correspond --url http://rt.domain.tld/"
>
> This is the error message from the maillog:

RT's mailgate returns 75 if there is a reason for temporary failure.
You should look in your RT logs to see what RT didn't like
Also, try running the mailgate by hand (piping mail to it) so that  
you can see the debug output

-kevin

>
> 2007-05-22 14:22:30 1HqZ0A-0000go-BW <= root at myaddress.com  
> H=localhost (rt.latpro.com) [127.0.0.1] P=esmtp S=483  
> id=200705221822.l4MIMUuU002653 at myaddress.com
> 2007-05-22 14:22:30 1HqZ0A-0000go-BW ** |/usr/bin/rt-mailgate -- 
> queue general --debug --action correspond --url http:// 
> rt.domain.tld/ <rt at rt.domain.tld > R=system_aliases T=address_pipe:  
> Child process of address_pipe transport returned 75 (could mean  
> temporary error) from command: /usr/bin/rt-mailgate
> 2007-05-22 14:22:30 1HqZ0A-0000gt-QJ <= <> R=1HqZ0A-0000go-BW  
> U=exim P=local S=1889
> 2007-05-22 14:22:30 1HqZ0A-0000go-BW Completed
> 2007-05-22 14:22:30 1HqZ0A-0000gt-QJ => me at myaddress.com  
> <root at rt.domain.tld> R=dnslookup T=remote_smtp H= mail1.domain.com  
> [1.2.3.4]
> 2007-05-22 14:22:30 1HqZ0A-0000gt-QJ Completed
>
> Any inputs?
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From gary at ringways.co.uk  Wed May 23 04:34:09 2007
From: gary at ringways.co.uk (Gary Stainburn)
Date: Wed, 23 May 2007 09:34:09 +0100
Subject: [rt-users] rt-mailgate user
Message-ID: <200705230934.10212.gary@ringways.co.uk>

Hi folks

I'm trying to get rt-mailgate working (via fetchmail) and I get an error. I've 
included the email I get back along with the sendmail logs, the fetchmailrc 
and /etc/aliases entry.

I think the problem may be that RT doesn't know which user to use. In the 
perldoc for rt-mailgate it says to create a rt user but doesn't say how to 
nominate that user as the one for rt-mailgate.  When I tried to bring up the 
URL used by rt-mailgate:

http://rt.ringways.co.uk/REST/1.0/NoAuth/mail-gateway

(taken from the code) I get the response:

not ok - Could not load a valid user

What do I need to do to fix this?

Gary

email
================
The original message was received at Tue, 22 May 2007 14:46:26 +0100
from localhost.localdomain [127.0.0.1]

   ----- The following addresses had permanent fatal errors -----
"|/usr/sbin/rt-mailgate --queue general --action correspond --url 
http://rt.ringways.co.uk/"
    (reason: Service unavailable)
    (expanded from: <rt3 at localhost>)

   ----- Transcript of session follows -----
smrsh: "rt-mailgate" not available for sendmail programs (stat failed)
554 5.0.0 Service unavailable
================

sendmail maillog
================
May 21 15:01:24 s_sys at eddie sendmail[7000]: l4LE1NQ7007000: 
from=<gary.stainburn at ringways.co.uk>, size=2010, class=0, nrcpts=1, 
msgid=<200705211501.13905.gary.stainburn at ringways.co.uk>, bodytype=7BIT, 
proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1]
May 21 15:01:24 s_sys at eddie smrsh: uid 1000: attempt to 
use "rt-mailgate --queue general --action correspond --url 
http://rt.ringways.co.uk/" (stat failed)
May 21 15:01:24 s_sys at eddie sendmail[7001]: l4LE1NQ7007000: 
to="|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url 
http://rt.ringways.co.uk/", ctladdr=<rt3 at localhost> (1000/1000), 
delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=32205, dsn=5.0.0, 
stat=Service unavailable
May 21 15:01:24 s_sys at eddie sendmail[7001]: l4LE1NQ7007000: l4LE1OQ7007001: 
DSN: Service unavailable
May 21 15:01:24 s_sys at eddie sendmail[7001]: STARTTLS=client, 
relay=ollie.ringways.co.uk., version=TLSv1/SSLv3, verify=FAIL, 
cipher=AES256-SHA, bits=256/256
May 21 15:01:24 s_sys at eddie sendmail[7001]: l4LE1OQ7007001: 
to=<gary.stainburn at ringways.co.uk>, delay=00:00:00, xdelay=00:00:00, 
mailer=relay, pri=33229, relay=ollie.ringways.co.uk. [10.5.1.3], dsn=2.0.0, 
stat=Sent (OK id=1Hq8NE-0005fs-Qr)
================

/etc/aliases
================
rt3:    "|/usr/sbin/rt-mailgate --queue general --action correspond --url 
http:/
/rt.ringways.co.uk/"

================

/etc/fetchmailrc
================
set logfile /var/log/fetchmail
poll mail.ringways.co.uk user rtmail is rt3 pass ********
================

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     


From BKO at schilling.dk  Wed May 23 05:23:52 2007
From: BKO at schilling.dk (Brian Kjelin Olsen)
Date: Wed, 23 May 2007 11:23:52 +0200
Subject: =?iso-8859-1?Q?SV=3A_SV=3A_SV=3A_=5Brt-users=5D_Charset_error_in_subj?=
	=?iso-8859-1?Q?ect_when_using_Danish_letters_=28=E6=F8=E5_/_=C6=D8=C5=29_?=
Message-ID: <60E7170809C4FC4E825DDF39B7ECDE749F7897@mia>

To summarize: It is only the subject in the _outgoing_ mail from RT that has wrong characters - the mail body looks fine (including Nordic national characters).
Everything inside RT looks fine and the subject is shown correctly in the webui. Even checked the database tables and they're fine too.
So my guess is, that it has to do with the mail-sender (whereever that is :))
 
Apache is configured with default charset as UTF-8
    AddDefaultCharset UTF-8
A bunch of additional charset is added in the httpd.conf 
including latin1.
 
 In RT_SiteConfig.pm following is set:
    @EmailInputEncodings = qw(iso-8859-1 us-ascii utf-8) 
       unless (@EmailInputEncodings);
    Set($EmailOutputEncoding , 'iso-8859-1');
 
 Does this answer your questions? 
 
Med venlig hilsen / Best regards
Brian Kjelin Olsen
Schilling A/S

-----Oprindelig meddelelse-----
Fra: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sendt: 18. maj 2007 18:47
Til: Brian Kjelin Olsen
Cc: RT Users
Emne: Re: SV: SV: [rt-users] Charset error in subject when using Danish letters (??? / ???) 


On May 18, 2007, at 2:40 AM, Brian Kjelin Olsen wrote:

> No, I haven't heard of any having the same problem with Danish  
> letters in the subject only.

If there are other message headers with Danish characters, do they  
get similarly mangled? Are the characters typed in as unicode or  
latin-1? Does it happen only with one mail client or with many? Are  
there clients it doesn't happen iwth?


> Med venlig hilsen / Best regards
> Brian Kjelin Olsen
> Schilling A/S
>
> -----Oprindelig meddelelse-----
> Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sendt: 16. maj 2007 18:35
> Til: Brian Kjelin Olsen
> Cc: RT Users
> Emne: Re: SV: [rt-users] Charset error in subject when using Danish  
> letters (??? / ???)
>
>
> On May 16, 2007, at 6:38 AM, Brian Kjelin Olsen wrote:
>
>> Hi Jesse
>>
>> I'm sorry that this reply was delayed, but several other tasks were
>> impediment for continuing this issue. Nevertheless, it is still an
>> issue we haven't bin able to solve even though several people have
>> suggested changes of various settings.
>>
>> You asked for the Perl and Mime version and about the database and
>> webui setup.
>> - MimeTools version is: 5.420. The encode version was: 2.01 but is
>> upgraded to 2.20
>> - Perl version is: v5.8.5 built for i386-linux-thread-multi
>> - DB (Oracle) and webui looks alright - no strange conversions...
>>
>> Everything looks right - except for the subject in e-mails returned
>> from RT...
>> There are no problems with Danish letters in the mail body.
>
> Has anyone else seen this issue? (Finding commonalities would help
> track it down)
>
>
>> Med venlig hilsen / Best regards
>> Brian Kjelin Olsen
>> Schilling A/S
>>
>> -----Oprindelig meddelelse-----
>> Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
>> Sendt: 25. april 2007 15:40
>> Til: Brian Kjelin Olsen
>> Cc: RT Users
>> Emne: Re: [rt-users] Charset error in subject when using Danish
>> letters (??? / ???)
>>
>>
>> On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote:
>>
>>> During our correspondence with our customers by mail through the RT
>>> system, the Danish letters (??? / ???) is getting unreadable when
>>> they are placed in the subject.
>>> Any ideas would be most welcome.
>>>
>>> Example:         "Subject: Fwd: [support.schilling.dk #120841]
>>> S??gefunktion p?? kunde. ??BLEGR??D?? - ??blegr??d??"
>>> Correct subject: "Subject: Fwd: [support.schilling.dk #120841]
>>> S?gefunktion p? kunde. ?BLEGR?D? - ?blegr?d?"
>>>
>>
>>
>> What Perl version are you running? Are you current on MIME::Tools and
>> Encode? Is it right in the database and/or webui?
>>
>>
>



From theillien at yahoo.com  Wed May 23 05:48:15 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Wed, 23 May 2007 05:48:15 -0400
Subject: [rt-users] ExtractCustomFieldValue not working
Message-ID: <46540DDF.1070903@yahoo.com>

I've set up the ExtractCustomFieldValue on our server and have, as far as I
know, configured the template and scrip as necessary.  However, it isn't
working.  Actually, I have two for two different CFs.

This are my templates:
Environment|"Body"|CUSTOMER ENVIRONMENT\s+\[(\w+)\]
and
Severity|"Body"|SEVERITY\s+\[([1-4]\s+\-\s+.*)\]

I've tested both regexes using an online tester and got the results I was
looking for.  However, when I create a ticket with the appropriate lines within
it, nothing gets populated.

My scrips look like this:
Condition: On Create
Action:    Extract Custom Field Values
Global template: ExtractEnvironment (the above template)
Stage:     TransactionCreate

I don't have any User Defined conditions or actions except the Custom action
preparation code which is simply "return 1;".  The scrip for the Severity field
is identical except for using the different template.

Anyone have an idea as to what I'm doing wrong?

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


From mikko.lipasti at polarcom.fi  Wed May 23 06:57:17 2007
From: mikko.lipasti at polarcom.fi (Mikko Lipasti)
Date: Wed, 23 May 2007 11:57:17 +0100 (BST)
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <32568603.118931179916609126.JavaMail.root@unx-s-manc3>
Message-ID: <6036727.119971179917837866.JavaMail.root@unx-s-manc3>


----- "Justin Brodley" <jbrodley at sumtotalsystems.com> wrote:
> No, our main point is we need to be able to have Customers in the
> system and requestors as internal employees who are requesting on
> "behalf" of the customer. I'm really just trying to find out if anyone
> has done work like this already, or if this is something we'll need to
> build from scratch. Were currently solving the problem with Custom
> Fields but were concerned about the qty of CF values, and we also have
> some additional needs for escalation scripts that require additional
> data be stored with each custom field. 

So, in essense, what you've got is:

Requestor: your employee working at the customer interface
Owner: your employee actually doing the work
CF-Customer: the name of the customer

What you'd really need is the ability to add a custom "role" to your tickets, so that you'd have:

Requestor: the name of the customer (since he's the true originator of the request, right?)
Account Manager (you pick): your employee working at the customer interface
Owner: your employee actually doing the work

Am I on to something here?

It seems to me that customizing roles could be a useful feature for RT in general, not just your case. Have the standard "Requestor, Cc, AdminCc" in as default, but let people add new and perhaps even rename the old.

Now, it seems to me that from a technical (database) point of view, new roles could be added without modifying the schema. However, I don't know what this would imply to the rest of the system. Something for RT4 perhaps?

- Mikko


From jbrodley at sumtotalsystems.com  Wed May 23 10:28:21 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Wed, 23 May 2007 07:28:21 -0700
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <6036727.119971179917837866.JavaMail.root@unx-s-manc3>
References: <32568603.118931179916609126.JavaMail.root@unx-s-manc3>
	<6036727.119971179917837866.JavaMail.root@unx-s-manc3>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D0400A5EE@blv-exch1.sumtotalsystems.com>

Mikko-

This is an interesting way to consider doing this work. I hadn't thought about additional roles. 


Justin Brodley?

-----Original Message-----
From: Mikko Lipasti [mailto:mikko.lipasti at polarcom.fi] 
Sent: Wednesday, May 23, 2007 3:57 AM
To: Justin Brodley
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Customer Centric RT?


----- "Justin Brodley" <jbrodley at sumtotalsystems.com> wrote:
> No, our main point is we need to be able to have Customers in the
> system and requestors as internal employees who are requesting on
> "behalf" of the customer. I'm really just trying to find out if anyone
> has done work like this already, or if this is something we'll need to
> build from scratch. Were currently solving the problem with Custom
> Fields but were concerned about the qty of CF values, and we also have
> some additional needs for escalation scripts that require additional
> data be stored with each custom field. 

So, in essense, what you've got is:

Requestor: your employee working at the customer interface
Owner: your employee actually doing the work
CF-Customer: the name of the customer

What you'd really need is the ability to add a custom "role" to your tickets, so that you'd have:

Requestor: the name of the customer (since he's the true originator of the request, right?)
Account Manager (you pick): your employee working at the customer interface
Owner: your employee actually doing the work

Am I on to something here?

It seems to me that customizing roles could be a useful feature for RT in general, not just your case. Have the standard "Requestor, Cc, AdminCc" in as default, but let people add new and perhaps even rename the old.

Now, it seems to me that from a technical (database) point of view, new roles could be added without modifying the schema. However, I don't know what this would imply to the rest of the system. Something for RT4 perhaps?

- Mikko


From richardsolid at gmail.com  Wed May 23 10:32:36 2007
From: richardsolid at gmail.com (Richard Solid)
Date: Wed, 23 May 2007 10:32:36 -0400
Subject: [rt-users] New emails only going to the General Queue
Message-ID: <ad68da050705230732h4ce44756n728747a90ed30daa@mail.gmail.com>

Need help!

When sending an email to rt at rt.domain.tld the message goes to the General
queue like its suppose to.

When sending an email to bugs at rt.domain.tld the message goes to the General
queue and its suppose to go to the Bugs queue.


rt: "|/usr/bin/rt-mailgate --queue General  --action correspond --url
http://rt.domain.tld"

bugs: "|/usr/bin/rt-mailgate --queue Bugs --action correspond --url
http://rt.domain.tld"

Where exactly I can make the change to avoid this?

Thanks
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From kfh at mqsoftware.com  Wed May 23 10:41:11 2007
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 23 May 2007 09:41:11 -0500
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <6036727.119971179917837866.JavaMail.root@unx-s-manc3>
References: <32568603.118931179916609126.JavaMail.root@unx-s-manc3>
	<6036727.119971179917837866.JavaMail.root@unx-s-manc3>
Message-ID: <63BEA5E623E09F4D92233FB12A9F7943F45F0D@emailmn.mqsoftware.com>



> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Mikko Lipasti
<snip>
> ----- "Justin Brodley" <jbrodley at sumtotalsystems.com> wrote:
> > No, our main point is we need to be able to have Customers in the
> > system and requestors as internal employees who are requesting on
> > "behalf" of the customer. I'm really just trying to find out if
> anyone
> > has done work like this already, or if this is something we'll need
> to
> > build from scratch. Were currently solving the problem with Custom
> > Fields but were concerned about the qty of CF values, and we also
> have
> > some additional needs for escalation scripts that require additional
> > data be stored with each custom field.
> 
> So, in essense, what you've got is:
> 
> Requestor: your employee working at the customer interface
> Owner: your employee actually doing the work
> CF-Customer: the name of the customer
> 
> What you'd really need is the ability to add a custom "role" to your
> tickets, so that you'd have:
> 
> Requestor: the name of the customer (since he's the true originator of
> the request, right?)
> Account Manager (you pick): your employee working at the customer
> interface
> Owner: your employee actually doing the work
> 
> Am I on to something here?
> 
> It seems to me that customizing roles could be a useful feature for RT
> in general, not just your case. Have the standard "Requestor, Cc,
> AdminCc" in as default, but let people add new and perhaps even rename
> the old.
> 
> Now, it seems to me that from a technical (database) point of view,
> new roles could be added without modifying the schema. However, I
> don't know what this would imply to the rest of the system. Something
> for RT4 perhaps?
> 
> - Mikko

I was just thinking that one possible solution is to add a new CF type
(or at least validation type), call it "User".  Then you'd be able to
add various "People" based CFs however you like, and presumably be able
to search on them....

-Kelly


From sturner at MIT.EDU  Wed May 23 10:45:24 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 23 May 2007 10:45:24 -0400
Subject: [rt-users] New emails only going to the General Queue
In-Reply-To: <ad68da050705230732h4ce44756n728747a90ed30daa@mail.gmail.co
 m>
References: <ad68da050705230732h4ce44756n728747a90ed30daa@mail.gmail.com>
Message-ID: <6.2.3.4.2.20070523104435.03d64ce0@po14.mit.edu>

At Wednesday 5/23/2007 10:32 AM, Richard Solid wrote:
>Need help!
>
>When sending an email to <mailto:rt at rt.domain.tld>rt at rt.domain.tld 
>the message goes to the General queue like its suppose to.
>
>When sending an email to 
><mailto:bugs at rt.domain.tld>bugs at rt.domain.tld the message goes to 
>the General queue and its suppose to go to the Bugs queue.
>
>
>rt: "|/usr/bin/rt-mailgate --queue General  --action correspond 
>--url <http://rt.domain.tld>http://rt.domain.tld "
>
>bugs: "|/usr/bin/rt-mailgate --queue Bugs --action correspond --url 
><http://rt.domain.tld>http://rt.domain.tld"
>
>Where exactly I can make the change to avoid this?
>
>Thanks

Richard,

Did you previously have bugs feeding into General? Did you run 
newaliases to update the mail config?

Steve 



From nferraz at gmail.com  Wed May 23 10:48:46 2007
From: nferraz at gmail.com (Nelson Ferraz)
Date: Wed, 23 May 2007 15:48:46 +0100
Subject: [rt-users] Translation of .po files
Message-ID: <3D7CA814-DA3B-45D7-B9AC-938373BD06C0@gmail.com>

Hi!

I'm starting to work with RT, and since I have some experience with  
Perl, I decided to start by making some contributions -- and the  
easiest way to start was to improve the Brazilian Portuguese  
translation, which is not up-to-date.

My first question is -- should I edit the .po files directly? And,  
once I finish a translation (or part of it), where should I submit  
the code?

Nelson



From falcone at bestpractical.com  Wed May 23 10:49:00 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Wed, 23 May 2007 10:49:00 -0400
Subject: [rt-users] ExtractCustomFieldValue not working
In-Reply-To: <46540DDF.1070903@yahoo.com>
References: <46540DDF.1070903@yahoo.com>
Message-ID: <5A3DE602-91CA-4A53-8D1A-820E5E417D4D@bestpractical.com>


On May 23, 2007, at 5:48 AM, Mathew Snyder wrote:

> I've set up the ExtractCustomFieldValue on our server and have, as  
> far as I
> know, configured the template and scrip as necessary.  However, it  
> isn't
> working.  Actually, I have two for two different CFs.
>
> This are my templates:
> Environment|"Body"|CUSTOMER ENVIRONMENT\s+\[(\w+)\]
> and
> Severity|"Body"|SEVERITY\s+\[([1-4]\s+\-\s+.*)\]
>
> I've tested both regexes using an online tester and got the results  
> I was
> looking for.  However, when I create a ticket with the appropriate  
> lines within
> it, nothing gets populated.
>
> My scrips look like this:
> Condition: On Create
> Action:    Extract Custom Field Values
> Global template: ExtractEnvironment (the above template)
> Stage:     TransactionCreate
>
> I don't have any User Defined conditions or actions except the  
> Custom action
> preparation code which is simply "return 1;".  The scrip for the  
> Severity field
> is identical except for using the different template.
>
> Anyone have an idea as to what I'm doing wrong?

When you crank up your logging to debug, what do you see?
ExtractCustomFieldValues 1.6 is quite chatty about what it is doing  
and when

-kevin

>
> Mathew
> -- 
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com



From macnlos at gmail.com  Wed May 23 10:58:45 2007
From: macnlos at gmail.com (Carlos Randolph)
Date: Wed, 23 May 2007 09:58:45 -0500
Subject: [rt-users] Mysql problems with our RT system
Message-ID: <2effbea20705230758ifdb99d6y40ef1462e64b61ef@mail.gmail.com>

We have RT installed on two systems (1 production and 1 development) and
things have been running great for nearly a year.  We are at 3.6.3 on both
systems as well.  There were some Perl updates made on our DEV environment
and I believe this included MySQL portions.  We started getting 500 Error
Message from Apache when trying to hit the dev site.

I looked at the HTTPD/error_log and found the following:

[Wed May 23 09:47:11 2007] [notice] suEXEC mechanism enabled (wrapper:
/usr/sbin/suexec)
[Wed May 23 09:47:11 2007] [notice] Accept mutex: sysvsem (Default: sysvsem)
DBI connect('dbname=rt3;host=localhost;port=3306','rt_user',...) failed:
Client does not support authentication protocol requested by server;
consider upgrading MySQL client at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 106
[Wed May 23 09:49:21 2007] [error] Connect Failed Client does not support
authentication protocol requested by server; consider upgrading MySQL
client\n at /opt/rt3/lib/RT.pm line 205\n

I've gone into MySQL and did the whole "OLD_PASSWORD" thing for the RT_USER
account but we still get the same thing.  I'm checked to make sure the the
Perl modules are all up to date and they are.  I'm not sure what else I
should look at so any help would be appreciated.

Thanks,
CR
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From jose.junior at mds.gov.br  Wed May 23 11:24:34 2007
From: jose.junior at mds.gov.br (=?ISO-8859-1?Q?Jos=E9_de_Paula_Eufr=E1sio_J=FAnior?=)
Date: Wed, 23 May 2007 12:24:34 -0300
Subject: [rt-users] Surveys
Message-ID: <46545CB2.6060706@mds.gov.br>

Hey, I need to do one of those "costumer satisfaction surveys" on random 
ticket closings. I'm thinking in a Script to open a new ticket about a 
survey and using an external app to do the actual survey stuff.

Unless someone has a better idea :)

[]s
Jose P. E. Junior


From sturner at MIT.EDU  Wed May 23 11:33:10 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 23 May 2007 11:33:10 -0400
Subject: [rt-users] Surveys
In-Reply-To: <46545CB2.6060706@mds.gov.br>
References: <46545CB2.6060706@mds.gov.br>
Message-ID: <6.2.3.4.2.20070523112851.03e8ccd8@po14.mit.edu>

At Wednesday 5/23/2007 11:24 AM, Jos? de Paula Eufr?sio J?nior wrote:
>Hey, I need to do one of those "costumer 
>satisfaction surveys" on random ticket closings. 
>I'm thinking in a Script to open a new ticket 
>about a survey and using an external app to do the actual survey stuff.
>
>Unless someone has a better idea :)
>
>[]s
>Jose P. E. Junior

Hello Jose.

We did something similar for a customer, with the 
survey itself being handled outside of RT, and it 
seems to work well. We created a scrip that sends 
mail on first resolve of a ticket, with the email 
message containing a link to the external survey 
page. The only difference for your requirement is 
to write a custom condition in the scrip that 
does random closings rather than first-closing.

Steve






From scott at 4th.com  Wed May 23 11:33:32 2007
From: scott at 4th.com (Scott Courtney)
Date: Wed, 23 May 2007 11:33:32 -0400
Subject: [rt-users] Mysql problems with our RT system
In-Reply-To: <2effbea20705230758ifdb99d6y40ef1462e64b61ef@mail.gmail.com>
References: <2effbea20705230758ifdb99d6y40ef1462e64b61ef@mail.gmail.com>
Message-ID: <200705231133.33068.scott@4th.com>

On Wednesday 23 May 2007 10:58, Carlos Randolph wrote:
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 106
> [Wed May 23 09:49:21 2007] [error] Connect Failed Client does not support
> authentication protocol requested by server; consider upgrading MySQL
> client\n at /opt/rt3/lib/RT.pm line 205\n

Second question: 5.8.3 is a fairly old version of Perl. Did you check to ensure
that Perl isn't somehow grabbing an older version of DBI instead of a newer
one? Maybe you have DBI installed two different places under /usr/lib/perl5/*.

Just a thought.

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 macnlos at gmail.com  Wed May 23 12:14:07 2007
From: macnlos at gmail.com (Carlos Randolph)
Date: Wed, 23 May 2007 11:14:07 -0500
Subject: [rt-users] Mysql problems with our RT system
In-Reply-To: <200705231130.51848.scott@4th.com>
References: <2effbea20705230758ifdb99d6y40ef1462e64b61ef@mail.gmail.com>
	<200705231130.51848.scott@4th.com>
Message-ID: <2effbea20705230914u42fa665al561a6346a39d4e2d@mail.gmail.com>

I enabled the old password support in my.cnf and then re-started both apache
and mysql.  When I try to hit the site in the web browser I get a blank
page, absolutely nothing with no errors.

In the httpd/error_log I get:
[Wed May 23 11:08:23 2007] [notice] child pid 28611 exit signal Segmentation
fault (11)

In the httpd/access_log I get:
<<ip-address>> - - [23/May/2007:09:45:17 -0500] "Get /rt3 HTTP/1.1" 500 662

There is nothing in the rt.log.

CR




On 5/23/07, Scott Courtney <scott at 4th.com> wrote:
>
> On Wednesday 23 May 2007 10:58, Carlos Randolph wrote:
> > I've gone into MySQL and did the whole "OLD_PASSWORD" thing for the
> RT_USER
> > account but we still get the same thing. I'm checked to make sure the
> the
> > Perl modules are all up to date and they are. I'm not sure what else I
> > should look at so any help would be appreciated.
>
> Did you enable old password support in your my.cnf (or equivalent) config
> file? I believe you can't do it on an account-by-account basis unless it's
> also enabled at the global level in the server config.
>
> 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
>
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From jesse at bestpractical.com  Wed May 23 12:21:29 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 May 2007 12:21:29 -0400
Subject: [rt-users] Translation of .po files
In-Reply-To: <3D7CA814-DA3B-45D7-B9AC-938373BD06C0@gmail.com>
References: <3D7CA814-DA3B-45D7-B9AC-938373BD06C0@gmail.com>
Message-ID: <F6E7F691-EEE6-4230-84A4-E479E219A3AC@bestpractical.com>


On May 23, 2007, at 10:48 AM, Nelson Ferraz wrote:

> Hi!
>
> I'm starting to work with RT, and since I have some experience with  
> Perl, I decided to start by making some contributions -- and the  
> easiest way to start was to improve the Brazilian Portuguese  
> translation, which is not up-to-date.
>
> My first question is -- should I edit the .po files directly? And,  
> once I finish a translation (or part of it), where should I submit  
> the code?
>


First, you should run

"make regenerate-catalogs"

Then, just edit the .po file.

Send a diff between the original and your edited version to rt-devel  
and we'll take it from there.

Thanks!
Jesse
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From scott at 4th.com  Wed May 23 11:30:51 2007
From: scott at 4th.com (Scott Courtney)
Date: Wed, 23 May 2007 11:30:51 -0400
Subject: [rt-users] Mysql problems with our RT system
In-Reply-To: <2effbea20705230758ifdb99d6y40ef1462e64b61ef@mail.gmail.com>
References: <2effbea20705230758ifdb99d6y40ef1462e64b61ef@mail.gmail.com>
Message-ID: <200705231130.51848.scott@4th.com>

On Wednesday 23 May 2007 10:58, Carlos Randolph wrote:
> I've gone into MySQL and did the whole "OLD_PASSWORD" thing for the RT_USER
> account but we still get the same thing. ?I'm checked to make sure the the
> Perl modules are all up to date and they are. ?I'm not sure what else I
> should look at so any help would be appreciated.

Did you enable old password support in your my.cnf (or equivalent) config
file? I believe you can't do it on an account-by-account basis unless it's
also enabled at the global level in the server config.

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 jesse at bestpractical.com  Wed May 23 12:48:33 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 May 2007 12:48:33 -0400
Subject: =?ISO-8859-1?Q?Re:_SV:_SV:_SV:_[rt-users]_Charset_error_in_subje?=
	=?ISO-8859-1?Q?ct_when_using_Danish_letters_=28=E6=F8=E5_/_=C6?=
	=?ISO-8859-1?Q?=D8=C5=29_?=
In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F7897@mia>
References: <60E7170809C4FC4E825DDF39B7ECDE749F7897@mia>
Message-ID: <38AB3821-8F47-4038-9809-CD839F059F75@bestpractical.com>


On May 23, 2007, at 5:23 AM, Brian Kjelin Olsen wrote:

> To summarize: It is only the subject in the _outgoing_ mail from RT  
> that has wrong characters - the mail body looks fine (including  
> Nordic national characters).
> Everything inside RT looks fine and the subject is shown correctly  
> in the webui. Even checked the database tables and they're fine too.
> So my guess is, that it has to do with the mail-sender (whereever  
> that is :))
>
> Apache is configured with default charset as UTF-8
>     AddDefaultCharset UTF-8
> A bunch of additional charset is added in the httpd.conf
> including latin1.
>
>  In RT_SiteConfig.pm following is set:
>     @EmailInputEncodings = qw(iso-8859-1 us-ascii utf-8)
>        unless (@EmailInputEncodings);
>     Set($EmailOutputEncoding , 'iso-8859-1');
>

If you set the output encoding to utf-8 as a test, does it work  
correctly?

>  Does this answer your questions?
>
> Med venlig hilsen / Best regards
> Brian Kjelin Olsen
> Schilling A/S
>
> -----Oprindelig meddelelse-----
> Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sendt: 18. maj 2007 18:47
> Til: Brian Kjelin Olsen
> Cc: RT Users
> Emne: Re: SV: SV: [rt-users] Charset error in subject when using  
> Danish letters (??? / ???)
>
>
> On May 18, 2007, at 2:40 AM, Brian Kjelin Olsen wrote:
>
>> No, I haven't heard of any having the same problem with Danish
>> letters in the subject only.
>
> If there are other message headers with Danish characters, do they
> get similarly mangled? Are the characters typed in as unicode or
> latin-1? Does it happen only with one mail client or with many? Are
> there clients it doesn't happen iwth?
>
>
>> Med venlig hilsen / Best regards
>> Brian Kjelin Olsen
>> Schilling A/S
>>
>> -----Oprindelig meddelelse-----
>> Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
>> Sendt: 16. maj 2007 18:35
>> Til: Brian Kjelin Olsen
>> Cc: RT Users
>> Emne: Re: SV: [rt-users] Charset error in subject when using Danish
>> letters (??? / ???)
>>
>>
>> On May 16, 2007, at 6:38 AM, Brian Kjelin Olsen wrote:
>>
>>> Hi Jesse
>>>
>>> I'm sorry that this reply was delayed, but several other tasks were
>>> impediment for continuing this issue. Nevertheless, it is still an
>>> issue we haven't bin able to solve even though several people have
>>> suggested changes of various settings.
>>>
>>> You asked for the Perl and Mime version and about the database and
>>> webui setup.
>>> - MimeTools version is: 5.420. The encode version was: 2.01 but is
>>> upgraded to 2.20
>>> - Perl version is: v5.8.5 built for i386-linux-thread-multi
>>> - DB (Oracle) and webui looks alright - no strange conversions...
>>>
>>> Everything looks right - except for the subject in e-mails returned
>>> from RT...
>>> There are no problems with Danish letters in the mail body.
>>
>> Has anyone else seen this issue? (Finding commonalities would help
>> track it down)
>>
>>
>>> Med venlig hilsen / Best regards
>>> Brian Kjelin Olsen
>>> Schilling A/S
>>>
>>> -----Oprindelig meddelelse-----
>>> Fra: Jesse Vincent [mailto:jesse at bestpractical.com]
>>> Sendt: 25. april 2007 15:40
>>> Til: Brian Kjelin Olsen
>>> Cc: RT Users
>>> Emne: Re: [rt-users] Charset error in subject when using Danish
>>> letters (??? / ???)
>>>
>>>
>>> On Apr 25, 2007, at 5:26 AM, Brian Kjelin Olsen wrote:
>>>
>>>> During our correspondence with our customers by mail through the RT
>>>> system, the Danish letters (??? / ???) is getting unreadable when
>>>> they are placed in the subject.
>>>> Any ideas would be most welcome.
>>>>
>>>> Example:         "Subject: Fwd: [support.schilling.dk #120841]
>>>> S??gefunktion p?? kunde. ??BLEGR??D?? - ??blegr??d??"
>>>> Correct subject: "Subject: Fwd: [support.schilling.dk #120841]
>>>> S?gefunktion p? kunde. ?BLEGR?D? - ?blegr?d?"
>>>>
>>>
>>>
>>> What Perl version are you running? Are you current on MIME::Tools  
>>> and
>>> Encode? Is it right in the database and/or webui?
>>>
>>>
>>
>

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From torsten.brumm at Kuehne-Nagel.com  Wed May 23 12:55:53 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Wed, 23 May 2007 18:55:53 +0200
Subject: [rt-users] RTx-Shredder 0.06 installation error
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039452FB34@w3hamboex11.ger.win.int.kn>

Hi RT Users,

 

today i've tryed to install the latest rtx-shredder, but it brokes with
the following error:

 

t/02user............ok

t/03plugin..........ok 2/22

#   Failed test 'correct plugins'

t/03plugin..........NOK 3#   in t/03plugin.t at line 18.

# Compared array length of $data

#    got : array with 6 element(s)

# expect : array with 5 element(s)

 

#   Failed test 'correct plugins'

#   in t/03plugin.t at line 22.

t/03plugin..........NOK 4# Compared array length of $data

#    got : array with 6 element(s)

# expect : array with 5 element(s)

t/03plugin..........ok 22/22# Looks like you failed 2 tests of 22.

t/03plugin..........dubious

        Test returned status 2 (wstat 512, 0x200)

DIED. FAILED tests 3-4

        Failed 2/22 tests, 90.91% okay

t/03plugin_users....ok

Failed Test  Stat Wstat Total Fail  Failed  List of Failed

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

t/03plugin.t    2   512    22    2   9.09%  3-4

Failed 1/10 test scripts, 90.00% okay. 2/109 subtests failed, 98.17%
okay.

make: *** [test_dynamic] Error 255

 

Any Idea???

 

Thanks

 

torsten

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From KFCrocker at lbl.gov  Wed May 23 12:59:11 2007
From: KFCrocker at lbl.gov (Kenneth Crocker)
Date: Wed, 23 May 2007 09:59:11 -0700
Subject: [rt-users] New emails only going to the General Queue
In-Reply-To: <6.2.3.4.2.20070523104435.03d64ce0@po14.mit.edu>
References: <ad68da050705230732h4ce44756n728747a90ed30daa@mail.gmail.com>
	<6.2.3.4.2.20070523104435.03d64ce0@po14.mit.edu>
Message-ID: <465472DF.7070802@lbl.gov>

Stephan,


	If you changed the aliases in any way (like make the first letter a 
capitol or something like that), then that could cause it.

Kenn
LBNL

Stephen Turner wrote:
> At Wednesday 5/23/2007 10:32 AM, Richard Solid wrote:
>> Need help!
>>
>> When sending an email to <mailto:rt at rt.domain.tld>rt at rt.domain.tld the 
>> message goes to the General queue like its suppose to.
>>
>> When sending an email to <mailto:bugs at rt.domain.tld>bugs at rt.domain.tld 
>> the message goes to the General queue and its suppose to go to the 
>> Bugs queue.
>>
>>
>> rt: "|/usr/bin/rt-mailgate --queue General  --action correspond --url 
>> <http://rt.domain.tld>http://rt.domain.tld "
>>
>> bugs: "|/usr/bin/rt-mailgate --queue Bugs --action correspond --url 
>> <http://rt.domain.tld>http://rt.domain.tld"
>>
>> Where exactly I can make the change to avoid this?
>>
>> Thanks
> 
> Richard,
> 
> Did you previously have bugs feeding into General? Did you run 
> newaliases to update the mail config?
> 
> 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 sturner at MIT.EDU  Wed May 23 13:47:20 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 23 May 2007 13:47:20 -0400
Subject: [rt-users] Surveys
In-Reply-To: <465472A0.209@mds.gov.br>
References: <46545CB2.6060706@mds.gov.br>
	<6.2.3.4.2.20070523112851.03e8ccd8@po14.mit.edu>
	<465472A0.209@mds.gov.br>
Message-ID: <6.2.3.4.2.20070523134422.03ec85f8@po14.mit.edu>

At Wednesday 5/23/2007 12:58 PM, Jos? de Paula Eufr?sio J?nior wrote:
>Can you share your scrip for me to use it as a starting point? :)
>
>[]s
>core

Hi Jose,

Sure - the scrip is

Condition - user defined (see code below)
Action - notify requestor
Template - survey email (contains a link to the survey page)

The Custom condition code is:


# Only deal with Resolve transactions:
return 0 unless $self->TransactionObj->Type eq "Status"
              && $self->TransactionObj->NewValue eq "resolved";

my $ticket = $self->TicketObj;

my $trans_list = $self->TicketObj->Transactions;
my $trans;
my $num_resolved = 0;

while ($trans = $trans_list->Next)
{
     $num_resolved++ if ($trans->Ticket == $self->TicketObj->Id) &&
         ($trans->Type eq "Status") &&
         ($trans->NewValue eq "resolved");
}

# Only send mail the first time a ticket is resolved:
return 0 if $num_resolved > 1;

return 1;



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




From huston at astro.princeton.edu  Wed May 23 14:36:45 2007
From: huston at astro.princeton.edu (Steve Huston)
Date: Wed, 23 May 2007 14:36:45 -0400
Subject: [rt-users] Posting directly into RT via external web application
Message-ID: <465489BD.1010503@astro.princeton.edu>

Apologies if this is covered in the archives somewhere, but my search-fu
resulted in pages of completely unrelated topics.

We're going to be using a queue in RT to handle applications sent in for
positions.  Right now, we've got a nice web interface which gathers all
the information from someone, including a few attachments they can
upload.  The next step is getting the data into RT.

The "simple" way, or so we thought, would be to email the data from the
web server, setting the From: address to the applicant's email.  They'll
get the autoresponse, and will be notified of changes to their
application in the future.  However, the person responsible for coding
up the frontend has hit a couple snags, and just asked me if it's
possible to post this directly to RT without using email (XML-RPC or
something like it).

The web server that the applicant will see is Internet-facing, while RT
is not (separate machines), so whatever would need to be done needs to
be over the network.  Any ideas?  I know the mailgate does something
similar, so it's in theory possible, I just don't know how well it could
be applied (and if I can have custom fields populated at the same time,
that would be even better).

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 sturner at MIT.EDU  Wed May 23 15:10:58 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 23 May 2007 15:10:58 -0400
Subject: [rt-users] Posting directly into RT via external web application
In-Reply-To: <465489BD.1010503@astro.princeton.edu>
References: <465489BD.1010503@astro.princeton.edu>
Message-ID: <6.2.3.4.2.20070523150927.03ec5130@po14.mit.edu>

At Wednesday 5/23/2007 02:36 PM, Steve Huston wrote:
>Apologies if this is covered in the archives somewhere, but my search-fu
>resulted in pages of completely unrelated topics.
>
>We're going to be using a queue in RT to handle applications sent in for
>positions.  Right now, we've got a nice web interface which gathers all
>the information from someone, including a few attachments they can
>upload.  The next step is getting the data into RT.
>
>The "simple" way, or so we thought, would be to email the data from the
>web server, setting the From: address to the applicant's email.  They'll
>get the autoresponse, and will be notified of changes to their
>application in the future.  However, the person responsible for coding
>up the frontend has hit a couple snags, and just asked me if it's
>possible to post this directly to RT without using email (XML-RPC or
>something like it).
>
>The web server that the applicant will see is Internet-facing, while RT
>is not (separate machines), so whatever would need to be done needs to
>be over the network.  Any ideas?  I know the mailgate does something
>similar, so it's in theory possible, I just don't know how well it could
>be applied (and if I can have custom fields populated at the same time,
>that would be even better).
>
>Thanks!

Steve,

You can definitely have your web form send email to RT,  generate 
tickets, and have custom fields populated (via an RT extension). I'm 
curious about what the snags are that make email not possible.

Steve 



From huston at astro.princeton.edu  Wed May 23 15:16:31 2007
From: huston at astro.princeton.edu (Steve Huston)
Date: Wed, 23 May 2007 15:16:31 -0400
Subject: [rt-users] Posting directly into RT via external web application
In-Reply-To: <6.2.3.4.2.20070523150927.03ec5130@po14.mit.edu>
References: <465489BD.1010503@astro.princeton.edu>
	<6.2.3.4.2.20070523150927.03ec5130@po14.mit.edu>
Message-ID: <4654930F.9010706@astro.princeton.edu>

On 05/23/2007 03:10 PM, Stephen Turner wrote:
> You can definitely have your web form send email to RT,  generate
> tickets, and have custom fields populated (via an RT extension). I'm
> curious about what the snags are that make email not possible.

Not impossible, just partially more painful and definitely another layer
of abstraction between stages.  It would be preferred if we can have
some kind of result sent back to the web user other than "The email went
out to the other server, you should hear from it shortly", and I'd
imagine that a backend call could make that more possible.

Since sending that email, I remembered REST, and have pointed him at
that (as well as the source to 'rt' and 'rt-mailgate').  So far he's
happy :>

-- 
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 gleduc at mail.sdsu.edu  Wed May 23 15:33:27 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 23 May 2007 12:33:27 -0700
Subject: [rt-users] Reminders
Message-ID: <6.2.1.2.2.20070523120538.02d89670@mail.sdsu.edu>

Can someone point me to decent documentation on how to use Reminders and 
what they are good for?  I haven't found anything in The Book or the online 
User Manual, and I haven't stumbled across any documentation in the wiki.

Thanks,
Gene


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



From gleduc at mail.sdsu.edu  Wed May 23 15:42:55 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Wed, 23 May 2007 12:42:55 -0700
Subject: [rt-users] Posting directly into RT via external web application
In-Reply-To: <4654930F.9010706@astro.princeton.edu>
References: <465489BD.1010503@astro.princeton.edu>
	<6.2.3.4.2.20070523150927.03ec5130@po14.mit.edu>
	<4654930F.9010706@astro.princeton.edu>
Message-ID: <6.2.1.2.2.20070523123504.02d893e0@mail.sdsu.edu>

Just extract the web user's email address from the 
$self->TransactionObj->Content with an OnCreate scrip and then have RT send 
an acknowledgment to that address.  Letting RT handle this is pretty 
simple, especially since your webdude gets to define the format of the 
e-mail that gets sent to RT.  I'd still have the web server respond with a 
"Thanks for the application, stand by for an acknowledgement" screen, but 
then have RT send him/her a nicer customized message.

Gene

At 12:16 PM 5/23/2007, Steve Huston wrote:
>On 05/23/2007 03:10 PM, Stephen Turner wrote:
> > You can definitely have your web form send email to RT,  generate
> > tickets, and have custom fields populated (via an RT extension). I'm
> > curious about what the snags are that make email not possible.
>
>Not impossible, just partially more painful and definitely another layer
>of abstraction between stages.  It would be preferred if we can have
>some kind of result sent back to the web user other than "The email went
>out to the other server, you should hear from it shortly", and I'd
>imagine that a backend call could make that more possible.
>
>Since sending that email, I remembered REST, and have pointed him at
>that (as well as the source to 'rt' and 'rt-mailgate').  So far he's
>happy :>
>
>--
>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


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



From dtikhonov at vonage.com  Wed May 23 15:45:32 2007
From: dtikhonov at vonage.com (Dmitri Tikhonov)
Date: Wed, 23 May 2007 15:45:32 -0400
Subject: [rt-users] Posting directly into RT via external web application
In-Reply-To: <4654930F.9010706@astro.princeton.edu>
References: <465489BD.1010503@astro.princeton.edu><6.2.3.4.2.20070523150927.03ec5130@po14.mit.edu>
	<4654930F.9010706@astro.princeton.edu>
Message-ID: <465499DC.3020109@vonage.com>

Steve Huston wrote:
> Since sending that email, I remembered REST, and have pointed him at
> that (as well as the source to 'rt' and 'rt-mailgate').  So far he's
> happy :>

There's also RT::Client::REST :

   http://search.cpan.org/~dmitri/RT-Client-REST/

   - Dmitri.



From aberglun at lane.k12.or.us  Wed May 23 17:54:28 2007
From: aberglun at lane.k12.or.us (Arne Berglund)
Date: Wed, 23 May 2007 14:54:28 -0700
Subject: [rt-users] Need scrip to notify CCs if requestor replies to
	Resolved message
Message-ID: <424F5710-7ED0-486B-B069-272134C2119F@lane.k12.or.us>

Hello all. I am needing assistance with a custom scrip for RT 3.6.3.  
What I need is a scrip that will run if a requestor replies to a  
ticket that has been previously resolved.

The scenario would be that one of my techs changes the status to  
Resolved, which sends the brief 'resolved' message, but the user  
replies to the message saying the issue is not fixed. Since we are  
not currently sending messages or notices to the techs every time a  
comment is added, if a comment is added via reply after the ticket is  
resolved, no one knows.

I'm not that great at perl, so would appreciate any suggestions from  
people who have done something like this.


Arne Berglund
System Administrator, Internet Services
Lane Education Service District
Eugene, OR



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From baloo at ursine.ca  Wed May 23 18:09:02 2007
From: baloo at ursine.ca (Paul Johnson)
Date: Wed, 23 May 2007 15:09:02 -0700
Subject: [rt-users] Re: Customer Centric RT?
References: <4652E355.10507@gmail.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82360@blv-exch1.sumtotalsystems.com>
	<46530ACE.1040509@gmail.com>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F823AC@blv-exch1.sumtotalsystems.com>
	<20070522153409.GJ24030@cgi.jachomes.com>
Message-ID: <6090060.iUqFQflup6@ursa-major.ursine.ca>

Jay R. Ashworth wrote in Article <20070522153409.GJ24030 at cgi.jachomes.com>
posted to gmane.comp.bug-tracking.request-tracker.user:

> You need the same thing from RT that I've always needed (being in the
> contract computer consulting business), and to the best of my
> knowledge, the closest you can currently get to that is by using Asset
> Tracker and defining each client (and site) as an asset.

I think this is the first I've ever heard of Asset Tracker.  Where can I
find out more?


-- 
Paul Johnson
Email and IM (XMPP & Google Talk): baloo at ursine.ca




From rs at plusw.de  Thu May 24 02:46:47 2007
From: rs at plusw.de (Rolf Schaufelberger)
Date: Thu, 24 May 2007 08:46:47 +0200
Subject: [rt-users] Customer Centric RT?
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com>
References: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D03F82024@blv-exch1.sumtotalsystems.com>
Message-ID: <200705240846.47981.rs@plusw.de>

On Montag 21 Mai 2007, Justin Brodley wrote:
> Has anyone done any work into making RT more customer centric?
>
>
>
> Some history to help explain what I'm looking for.
>
>
>
> Basically were an ASP hosting operation, we have hundreds of customers
> that pay us money to host their site. Our company has several
> departments that create tickets associated to each of the customers.
> Currently the way were managing Customer is by having them defined as a
> custom field and then we can write reports based off these custom
> fields.
>
>
>
> However, the queries we see related to custom fields have  brought up
> concerns about scalability of CF fields.  Because we have several
> hundred customers we have several hundred custom field values defined,
> in addition to some more simple selection criteria.
>
>
>
> Has anyone done any work in making a more Customer Centric version of
> RT? In addition to our performance concerns we need to start adding
> additional criteria for each customer ie, escalated customer, premier
> support, etc. All of these parameters get factored into our escalation
> scripts, our current thought is to do most of this work outside of RT
> and then make the customer name display as Name (P) and then parse for
> the () values to determine the correct ruleset. But I find this to be
> terribly Kludge and there should be an easier way.
>
>
> If anyone has any ideas or knows of any extensions to RT to help
> accommodate some of these needs, I'd greatly appreciate it.
>
>
>
> Justin Brodley

We are currently evaluating a dedicated CRM system versus RT, since we have 
already running RT for other things. The main aspect that seems common to 
your problem to me is, that a customer (= a company) is the main object and 
not the person who created a ticket neither the ticket itself. Yet every 
contact, phone call etc will be documented by a ticket so I need to be able 
to search for all tickets belonging to a customer. Each ticket  may have 
different requestors (people in my company and employees of the customer. 
So is somebody using RT as CRM system ?

Regards

Rolf Schaufelberger
rs at plusw.de



From theillien at yahoo.com  Thu May 24 04:25:11 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 24 May 2007 04:25:11 -0400
Subject: [rt-users] changing logging in RT_SiteConfig.pm breaks things
Message-ID: <46554BE7.3080305@yahoo.com>

I've tried to set logging to a file in RT_SiteConfig.pm but whenever I restart
apache I get a 500 Internal Server Error.

Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , undef);
Set($LogDir, '/usr/local/rt-3.6.1/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

I've even touched rt.log.  I'm not sure though who it should belong to.  I've
set it to root:rt3, apache:apache...nothing works.  What I've found though is
that changing Set($LogToFile      , undef); to anything other than undef is what
breaks it.  I'd like to set it to 'debug'.  How do I do this without breaking RT?

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


From theillien at yahoo.com  Thu May 24 04:33:06 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 24 May 2007 04:33:06 -0400
Subject: [rt-users] ExtractCustomFieldValue not working
In-Reply-To: <5A3DE602-91CA-4A53-8D1A-820E5E417D4D@bestpractical.com>
References: <46540DDF.1070903@yahoo.com>
	<5A3DE602-91CA-4A53-8D1A-820E5E417D4D@bestpractical.com>
Message-ID: <46554DC2.7030104@yahoo.com>

After finally figuring out why I couldn't get logging to work (I guess I hadn't
actually tried chowning rt.log to apache:apache), I was able to get this:

[Thu May 24 08:30:11 2007] [debug]: load cf Environment
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:34)
[Thu May 24 08:30:11 2007] [debug]: load cf done: 1 Fetched from cache
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:40)
[Thu May 24 08:30:11 2007] [debug]: look for cf in Header "Body"
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:50)
[Thu May 24 08:30:11 2007] [debug]: load cf Severity
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:34)
[Thu May 24 08:30:11 2007] [debug]: load cf done: 1 Fetched from cache
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:40)
[Thu May 24 08:30:11 2007] [debug]: look for cf in Header "Body"
(/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:50)
[Thu May 24 08:30:11 2007] [debug]: About to think about scrips for transaction
#635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:165)
[Thu May 24 08:30:11 2007] [debug]: About to prepare scrips for transaction
#635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:169)
[Thu May 24 08:30:11 2007] [debug]: Found 2 scrips
(/usr/local/rt-3.6.1//lib/RT/Scrips_Overlay.pm:363)
[Thu May 24 08:30:11 2007] [debug]: About to commit scrips for transaction
#635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:178)
[Thu May 24 08:30:11 2007] [info]: Ticket 70907 created in queue 'CustomerCare'
by msnyder (/usr/local/rt-3.6.1//lib/RT/Ticket_Overlay.pm:755)

It appears to tell me that it has, in fact, done what I asked it to but, when I
look at the ticket, each of the CFs that I'm trying to set are still holding (no
value).

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


Kevin Falcone wrote:
> 
> On May 23, 2007, at 5:48 AM, Mathew Snyder wrote:
> 
>> I've set up the ExtractCustomFieldValue on our server and have, as far
>> as I
>> know, configured the template and scrip as necessary.  However, it isn't
>> working.  Actually, I have two for two different CFs.
>>
>> This are my templates:
>> Environment|"Body"|CUSTOMER ENVIRONMENT\s+\[(\w+)\]
>> and
>> Severity|"Body"|SEVERITY\s+\[([1-4]\s+\-\s+.*)\]
>>
>> I've tested both regexes using an online tester and got the results I was
>> looking for.  However, when I create a ticket with the appropriate
>> lines within
>> it, nothing gets populated.
>>
>> My scrips look like this:
>> Condition: On Create
>> Action:    Extract Custom Field Values
>> Global template: ExtractEnvironment (the above template)
>> Stage:     TransactionCreate
>>
>> I don't have any User Defined conditions or actions except the Custom
>> action
>> preparation code which is simply "return 1;".  The scrip for the
>> Severity field
>> is identical except for using the different template.
>>
>> Anyone have an idea as to what I'm doing wrong?
> 
> When you crank up your logging to debug, what do you see?
> ExtractCustomFieldValues 1.6 is quite chatty about what it is doing and
> when
> 
> -kevin
> 
>>
>> Mathew
>> --Keep up with me and what I'm up to: http://theillien.blogspot.com
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
> 
> 


From theillien at yahoo.com  Thu May 24 05:11:22 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 24 May 2007 05:11:22 -0400
Subject: [rt-users] changing logging in RT_SiteConfig.pm breaks things
In-Reply-To: <46554BE7.3080305@yahoo.com>
References: <46554BE7.3080305@yahoo.com>
Message-ID: <465556BA.7000509@yahoo.com>

Gah!  I hate posting here and then figuring out the problem.  It would appear I
didn't, in fact, try apache:apache.  It now works.  Yay me.

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


Mathew Snyder wrote:
> I've tried to set logging to a file in RT_SiteConfig.pm but whenever I restart
> apache I get a 500 Internal Server Error.
> 
> Set($LogToSyslog    , 'debug');
> Set($LogToScreen    , 'error');
> Set($LogToFile      , undef);
> Set($LogDir, '/usr/local/rt-3.6.1/var/log');
> Set($LogToFileNamed , "rt.log");    #log to rt.log
> 
> I've even touched rt.log.  I'm not sure though who it should belong to.  I've
> set it to root:rt3, apache:apache...nothing works.  What I've found though is
> that changing Set($LogToFile      , undef); to anything other than undef is what
> breaks it.  I'd like to set it to 'debug'.  How do I do this without breaking RT?
> 
> Mathew


From sk at net-lab.net  Thu May 24 07:37:15 2007
From: sk at net-lab.net (Sven Kloe)
Date: Thu, 24 May 2007 13:37:15 +0200
Subject: [rt-users] Get recipient with scrip
In-Reply-To: <4651D5DD.8020400@fooie.net>
References: <200705181051.53167.sk@net-lab.net> <4651D5DD.8020400@fooie.net>
Message-ID: <200705241337.15704.sk@net-lab.net>

Hi,

the correspondAddress is not what I'm searching for.

I queried the DB and saw that the information is only located in the headers.
Now I want to do something like this:
if ($self->TransactionObj->Attachments->Headers =~ m/^To: .*email\@example\.com.*/i){
...
}

Untortunaly I don't get a match. 
Is this the right Way to Attach the Headers?

Regards 
Sven
Am Montag 21 Mai 2007 19:24 schrieb Fahd Sultan:
> this might help:
> 
> $self->TicketObj->QueueObj->CorrespondAddress
> 
> Sven Kloe wrote:
> > Hi all,
> >
> > I am using a scrip which moves a new (email generated) ticket in another queue.
> > This works fine if I query the Sender / Requestor, but now I have to know the recipient the "To:" Field (I have several email addresses forwarded into one of  RT).
> > How can I access the "To:"-value from a scrp?
> >
> > Regards,
> > Sven
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> >
> >
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> > Buy a copy at http://rtbook.bestpractical.com
> >
> >   
> 
> 

-- 
Sven Kloe
net-lab GmbH  |  Frankfurter Str. 99  |  63067 Offenbach
Geschaeftsfuehrer: Andreas John | AG Offenbach, HRB40832
Tel: +49 69 8570033-1 | Fax: -2 | http://www.net-lab.net


From cmap_sec at yahoo.co.uk  Thu May 24 08:16:38 2007
From: cmap_sec at yahoo.co.uk (Elaine .)
Date: Thu, 24 May 2007 13:16:38 +0100 (BST)
Subject: [rt-users] rt and ldap stopped working yesterday  ?
Message-ID: <351142.49046.qm@web27508.mail.ukl.yahoo.com>

hi
I'm running rt 3.6.3 on fedora core 6 with the LDAP
overlay from here
http://wiki.bestpractical.com/index.cgi?LDAP

It worked till yesterday at 2pm then stopped. 2 things
happened yesterday - windows update kb927891 to the
active dir server it binds with and yum installed
updates.

Now i had an older box lying about that hadn't got the
yum updates and it still fails.

I rolled back the update on the windows server and it
still fails.

The log shows 2 things that may be related -

[Thu May 24 12:13:25 2007] [info]: Using LDAP External
Authentication
(/usr/local/rt3/local/lib/RT/User_Local.pm:101)
[Thu May 24 12:13:25 2007] [critical]: LDAPAuth:
Cannot connect to LDAP
(/usr/local/rt3/local/lib/RT/User_Local.pm:107)
[Thu May 24 12:15:02 2007] [critical]:
LookupExternalUserInfo: Cannot connect to LDAP
(/usr/local/rt3/local/lib/RT/EmailParser_Local.pm:50)

and before that -
[Wed May 23 15:02:22 2007] [warning]: Encode::Guess
failed: ; fallback to iso-8859-1
(/usr/local/rt3/lib/RT/I18N.pm:414)

I've also tried reinstalling that Encode::Guess module
and Net::LDAP but it all still fails...
anyone any ideas ? thanks
Elaine


      ___________________________________________________________ 
Yahoo! Mail is the world's favourite email. Don't settle for less, sign up for
your free account today http://uk.rd.yahoo.com/evt=44106/*http://uk.docs.yahoo.com/mail/winter07.html 


From falcone at bestpractical.com  Thu May 24 08:06:59 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 24 May 2007 08:06:59 -0400
Subject: [rt-users] ExtractCustomFieldValue not working
In-Reply-To: <46554DC2.7030104@yahoo.com>
References: <46540DDF.1070903@yahoo.com>
	<5A3DE602-91CA-4A53-8D1A-820E5E417D4D@bestpractical.com>
	<46554DC2.7030104@yahoo.com>
Message-ID: <E049D7E0-CB4B-4591-9E2F-C9D80C45E668@bestpractical.com>


On May 24, 2007, at 4:33 AM, Mathew Snyder wrote:

> After finally figuring out why I couldn't get logging to work (I  
> guess I hadn't
> actually tried chowning rt.log to apache:apache), I was able to get  
> this:
>
> [Thu May 24 08:30:11 2007] [debug]: load cf Environment
> (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:34)
> [Thu May 24 08:30:11 2007] [debug]: load cf done: 1 Fetched from cache
> (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:40)
> [Thu May 24 08:30:11 2007] [debug]: look for cf in Header "Body"

The key is this log message.
"look for cf in Header "Body""
If it was looking for your data in the body of the email it just  
would have
logged "look for match in Body"

It is trying to match

"Body" against the regexp /^body$/i

You don't want the double quotes.

-kevin

> (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:50)
> [Thu May 24 08:30:11 2007] [debug]: load cf Severity
> (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:34)
> [Thu May 24 08:30:11 2007] [debug]: load cf done: 1 Fetched from cache
> (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:40)
> [Thu May 24 08:30:11 2007] [debug]: look for cf in Header "Body"
> (/usr/local/rt-3.6.1//lib/RT/Action/ExtractCustomFieldValues.pm:50)
> [Thu May 24 08:30:11 2007] [debug]: About to think about scrips for  
> transaction
> #635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:165)
> [Thu May 24 08:30:11 2007] [debug]: About to prepare scrips for  
> transaction
> #635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:169)
> [Thu May 24 08:30:11 2007] [debug]: Found 2 scrips
> (/usr/local/rt-3.6.1//lib/RT/Scrips_Overlay.pm:363)
> [Thu May 24 08:30:11 2007] [debug]: About to commit scrips for  
> transaction
> #635724 (/usr/local/rt-3.6.1//lib/RT/Transaction_Overlay.pm:178)
> [Thu May 24 08:30:11 2007] [info]: Ticket 70907 created in queue  
> 'CustomerCare'
> by msnyder (/usr/local/rt-3.6.1//lib/RT/Ticket_Overlay.pm:755)
>
> It appears to tell me that it has, in fact, done what I asked it to  
> but, when I
> look at the ticket, each of the CFs that I'm trying to set are  
> still holding (no
> value).
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Kevin Falcone wrote:
>>
>> On May 23, 2007, at 5:48 AM, Mathew Snyder wrote:
>>
>>> I've set up the ExtractCustomFieldValue on our server and have,  
>>> as far
>>> as I
>>> know, configured the template and scrip as necessary.  However,  
>>> it isn't
>>> working.  Actually, I have two for two different CFs.
>>>
>>> This are my templates:
>>> Environment|"Body"|CUSTOMER ENVIRONMENT\s+\[(\w+)\]
>>> and
>>> Severity|"Body"|SEVERITY\s+\[([1-4]\s+\-\s+.*)\]
>>>
>>> I've tested both regexes using an online tester and got the  
>>> results I was
>>> looking for.  However, when I create a ticket with the appropriate
>>> lines within
>>> it, nothing gets populated.
>>>
>>> My scrips look like this:
>>> Condition: On Create
>>> Action:    Extract Custom Field Values
>>> Global template: ExtractEnvironment (the above template)
>>> Stage:     TransactionCreate
>>>
>>> I don't have any User Defined conditions or actions except the  
>>> Custom
>>> action
>>> preparation code which is simply "return 1;".  The scrip for the
>>> Severity field
>>> is identical except for using the different template.
>>>
>>> Anyone have an idea as to what I'm doing wrong?
>>
>> When you crank up your logging to debug, what do you see?
>> ExtractCustomFieldValues 1.6 is quite chatty about what it is  
>> doing and
>> when
>>
>> -kevin
>>
>>>
>>> Mathew
>>> --Keep up with me and what I'm up to: http://theillien.blogspot.com
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sales at bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>
>>



From pape-rt at inf.fu-berlin.de  Thu May 24 10:05:17 2007
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 24 May 2007 16:05:17 +0200
Subject: [rt-users] ExtractCustomFieldValue not working
In-Reply-To: <E049D7E0-CB4B-4591-9E2F-C9D80C45E668@bestpractical.com>
References: <46540DDF.1070903@yahoo.com>
	<5A3DE602-91CA-4A53-8D1A-820E5E417D4D@bestpractical.com>
	<46554DC2.7030104@yahoo.com>
	<E049D7E0-CB4B-4591-9E2F-C9D80C45E668@bestpractical.com>
Message-ID: <AFA575784DE797B811644C46@idefix.mi.fu-berlin.de>

Hello,

--Am 24. Mai 2007 08:06:59 -0400 schrieb Kevin Falcone 
<falcone at bestpractical.com>:

> It is trying to match
>
> "Body" against the regexp /^body$/i
>
> You don't want the double quotes.

just write Body nothing else, so your example line says:

Severity|Body|SEVERITY\s+\[([1-4]\s+\-\s+.*)\]

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 theillien at yahoo.com  Thu May 24 10:08:39 2007
From: theillien at yahoo.com (Mathew)
Date: Thu, 24 May 2007 10:08:39 -0400
Subject: [rt-users] ExtractCustomFieldValue not working
In-Reply-To: <AFA575784DE797B811644C46@idefix.mi.fu-berlin.de>
References: <46540DDF.1070903@yahoo.com>	<5A3DE602-91CA-4A53-8D1A-820E5E417D4D@bestpractical.com>	<46554DC2.7030104@yahoo.com>	<E049D7E0-CB4B-4591-9E2F-C9D80C45E668@bestpractical.com>
	<AFA575784DE797B811644C46@idefix.mi.fu-berlin.de>
Message-ID: <46559C67.5010206@yahoo.com>

Yeah, I had figured that out after I figured out why I couldn't get the
logging to work.  I though I had posted about it but either it got lost
at the post office or I never actually sent it.

Thanks though :)

Mathew

Dirk Pape wrote:
> Hello,
> 
> --Am 24. Mai 2007 08:06:59 -0400 schrieb Kevin Falcone
> <falcone at bestpractical.com>:
> 
>> It is trying to match
>>
>> "Body" against the regexp /^body$/i
>>
>> You don't want the double quotes.
> 
> just write Body nothing else, so your example line says:
> 
> Severity|Body|SEVERITY\s+\[([1-4]\s+\-\s+.*)\]
> 
> Regards, Dirk.


From bobg at uic.edu  Thu May 24 10:27:19 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Thu, 24 May 2007 09:27:19 -0500
Subject: [rt-users] Customer Centric RT? 
In-Reply-To: Your message of "Thu, 24 May 2007 08:46:47 +0200."
	<200705240846.47981.rs@plusw.de> 
Message-ID: <200705241427.l4OERJY0018307@remora.cc.uic.edu>

>
>We are currently evaluating a dedicated CRM system versus RT, since we have 
>already running RT for other things. The main aspect that seems common to 
>your problem to me is, that a customer (= a company) is the main object and 
>not the person who created a ticket neither the ticket itself. Yet every 
>contact, phone call etc will be documented by a ticket so I need to be able 
>to search for all tickets belonging to a customer. Each ticket  may have 
>different requestors (people in my company and employees of the customer. 
>So is somebody using RT as CRM system ?


Would it be adequate to create a special RT "user" for each customer?
Then you attach that user to a ticket as a CC.  You still have individual
requestors, owners, and so on.  But you can easily get reports of all tickets
relating to given customer.  (And you can even have a single ticket
be related to multiple customers.)

Some variations:

  1. Create a Group for each Customer (instead of, or in addition to,
     the special Customer User.)  You can assign the group as a CC watcher on a ticket.
     This will enable you to put the representatives of a Customer in
     that Group.  With a little bit of scrip'ing, if repA from Customer2
     sends in a ticket, you would automatically CC Customer_Group2,
     which would notify repB and repC, who are in that group.

     It would even be possible to have a real user be a member of
     multiple Customer Groups.  This might be useful if you have
     a consultant assigned to specific Customers.

     (You might have to hack RT a little to allow non-privileged users
     to be in groups.  Or better, make everyone "privileged", 
     but reserve real privilege for consultants to other special consultant groups.)

  2. It was suggested to add a new "role". You might create a "Customer" role,
     to stand out a bit visually from CC or AdminCC, but for the most part,
     do the same thing.

  3. Note that you can make custom fields that apply to a user rather than a ticket.
     That should let you tag a Customer as "premium service" or whatnot.
     You can also add comments to a User.


        bobg


From jbachman at asoninc.com  Thu May 24 09:27:51 2007
From: jbachman at asoninc.com (Jason Bachman)
Date: Thu, 24 May 2007 09:27:51 -0400
Subject: [rt-users] Error adding scrip to queue
Message-ID: <465592D7.9090103@asoninc.com>

I just upgraded our RT install from 3.6.1 to 3.6.3. I am now getting an 
error when trying to add a Scrip for a queue.
I go to Configuration -> Queues -> Service -> Scrips -> New scrip.
I then get this error:

error:       no such method 'Process' for component 
/Admin/Elements/EditScrip [standard]
context:     
...     
74:      },
75:      };
76:     
77:      my $scrip = RT::Scrip->new( $session{'CurrentUser'} );
78:      ($id, my @results) = $m->comp( 
'/Admin/Elements/EditScrip:Process', %ARGS );
79:     
80:      if ( $id ) {
81:      $current_subtab = "Admin/Queues/Scrip.html?id=$id&Queue=". 
$QueueObj->id;
82:      $title = loc("Modify a scrip for queue [_1]", $QueueObj->Name);
...     
code stack:      /opt/rt3/share/html/Admin/Queues/Scrip.html:78
/opt/rt3/share/html/Admin/autohandler:47
/opt/rt3/share/html/autohandler:279

If I add a global scrip it works fine.

Has anyone seen this error, or have any ideas how to fix it?

Thanks for any help!!

-- 

Jason Bachman
Network Engineer
ASON,Inc.
(717) 757-2414 x22

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From JStark at sumtotalsystems.com  Thu May 24 10:52:54 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Thu, 24 May 2007 07:52:54 -0700
Subject: [rt-users] Programmatically Sending Emails
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC036D1192@mtn-exch1.sumtotalsystems.com>

Does anyone know if its possible to send an email from within a form?
 
I am updating several items on a ticket and I want to send one email
with all of this information, including a comment.
 
The problem is, the only way to identify, via a scrip, that this change
occurred is to watch a custom field change...however, I can't get to the
content of the comment if I do this.
 
So, I would like to create the email in my form and have it sent out
that way.
 
Is this possible?
 
 
-Stark

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From gleduc at mail.sdsu.edu  Thu May 24 12:18:07 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 24 May 2007 09:18:07 -0700
Subject: [rt-users] Programmatically Sending Emails
In-Reply-To: <1AC37FBEF7856646AC61A9F285BC14CC036D1192@mtn-exch1.sumtota
	lsystems.com>
References: <1AC37FBEF7856646AC61A9F285BC14CC036D1192@mtn-exch1.sumtotalsystems.com>
Message-ID: <6.2.1.2.2.20070524090917.02d5e480@mail.sdsu.edu>

This is probably a good candidate for a TransactionBatch (rather than 
TransactionCreate) scrip; it lets you access all the transactions for a 
specific event in a single scrip/template.

 From within your template you cycle through each transaction, grab what 
you need from each transaction, then build the mail using that collected 
data.  There are usable examples of this in The Book and on the wiki.

Regards,
Gene

At 07:52 AM 5/24/2007, Jeff Stark wrote:
>Does anyone know if its possible to send an email from within a form?
>
>I am updating several items on a ticket and I want to send one email with 
>all of this information, including a comment.
>
>The problem is, the only way to identify, via a scrip, that this change 
>occurred is to watch a custom field change...however, I can't get to the 
>content of the comment if I do this.
>
>So, I would like to create the email in my form and have it sent out that way.
>
>Is this possible?
>
>-Stark


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 
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From JStark at sumtotalsystems.com  Thu May 24 13:06:18 2007
From: JStark at sumtotalsystems.com (Jeff Stark)
Date: Thu, 24 May 2007 10:06:18 -0700
Subject: [rt-users] Programmatically Sending Emails
References: <1AC37FBEF7856646AC61A9F285BC14CC036D1192@mtn-exch1.sumtotalsystems.com>
	<6.2.1.2.2.20070524090917.02d5e480@mail.sdsu.edu>
Message-ID: <1AC37FBEF7856646AC61A9F285BC14CC017D0847@mtn-exch1.sumtotalsystems.com>

Thanks...I will give it a try.
 
-Stark

________________________________

From: Gene LeDuc [mailto:gleduc at mail.sdsu.edu]
Sent: Thu 5/24/2007 12:18 PM
To: Jeff Stark
Cc: rt-users
Subject: Re: [rt-users] Programmatically Sending Emails


This is probably a good candidate for a TransactionBatch (rather than TransactionCreate) scrip; it lets you access all the transactions for a specific event in a single scrip/template.

>From within your template you cycle through each transaction, grab what you need from each transaction, then build the mail using that collected data.  There are usable examples of this in The Book and on the wiki.

Regards,
Gene

At 07:52 AM 5/24/2007, Jeff Stark wrote:


	Does anyone know if its possible to send an email from within a form?
	 
	I am updating several items on a ticket and I want to send one email with all of this information, including a comment.
	 
	The problem is, the only way to identify, via a scrip, that this change occurred is to watch a custom field change...however, I can't get to the content of the comment if I do this.
	 
	So, I would like to create the email in my form and have it sent out that way.
	 
	Is this possible?
	
	-Stark


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

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From Jonathan.Detert at msoe.edu  Thu May 24 13:21:31 2007
From: Jonathan.Detert at msoe.edu (Jonathan C. Detert)
Date: Thu, 24 May 2007 12:21:31 -0500
Subject: [rt-users] no emails sent when 'reply'ing (aka corresponding) to a
	ticket
Message-ID: <1180027292.27138.369.camel@carlisle>

rt 3.6.3 installed from tarball from bestpractical's site on ubuntu
v6.10 with perl v5.8.8.

when a user clicks 'reply' to a ticket, or to a comment on a ticket, the
'reply' gets properly recorded and associated with the ticket, but email
is not sent to the owner or requester.

I haven't messed with any scrips.

Email does work on the server, but /var/log/mail.* on the server
indicate that no email is attempted to be sent when i do a 'reply'.

~rt/var/log/rt.log contains nothing that obviously explains the failure
to send email, but does get lines like this when a 'reply' is done:

Scrip Prepare 8 died. - Undefined subroutine &Scalar::Util::weaken
called at /usr/local/rt/lib/RT/Action/Generic.pm line 107.

Are those errors really associated with the failure to send email?

If so, the following urls say that I should rebuild perl wish xs
support:

http://www.xray.mpe.mpg.de/mailing-lists/perl5-porters/2006-05/msg00796.html
https://bugs.launchpad.net/ubuntu/+source/perl/+bug/46281
http://www.mail-archive.com/debian-bugs-dist%
40lists.debian.org/msg195610.html

I tried to do so unsuccessfully:

1) i downloaded perl from perl.com, built it, and installed it
in /usr/local/bin, which comes before /usr/bin in my path.  Restarted
apache, but problem persisted.

2) rebuilt perl after applying the patch from the 3rd url above;
reinstalled perl; restarte apache, but problem persisted (and the newly
installed Scalar/Util.pm still didn't have a weaken() sub defined).

If this is the right track, can someone explain how I should rebuild
perl so that the Scalar::Util::weaken() sub is defined?

Thanks,

Jon





From falcone at bestpractical.com  Thu May 24 15:45:35 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 24 May 2007 15:45:35 -0400
Subject: [rt-users] no emails sent when 'reply'ing (aka corresponding) to
	a ticket
In-Reply-To: <1180027292.27138.369.camel@carlisle>
References: <1180027292.27138.369.camel@carlisle>
Message-ID: <F0AFB494-2589-4C95-8147-CFEE064CE5F4@bestpractical.com>


On May 24, 2007, at 1:21 PM, Jonathan C. Detert wrote:

> If this is the right track, can someone explain how I should rebuild
> perl so that the Scalar::Util::weaken() sub is defined?

you don't need to rebuild perl, you just need a working Scalar::Util

perl -MCPAN -e'install Scalar::Util'

should help

-kevin


From Jonathan.Detert at msoe.edu  Thu May 24 16:12:18 2007
From: Jonathan.Detert at msoe.edu (Jonathan C. Detert)
Date: Thu, 24 May 2007 15:12:18 -0500
Subject: [rt-users] no emails sent when 'reply'ing (aka corresponding)
	to a ticket
In-Reply-To: <2BFF4029-776D-4CFA-BF83-97146E089D0E@bestpractical.com>
References: <1180027292.27138.369.camel@carlisle>
	<2BFF4029-776D-4CFA-BF83-97146E089D0E@bestpractical.com>
Message-ID: <1180037539.27138.427.camel@carlisle>

On Thu, 2007-05-24 at 15:44 -0400, Kevin Falcone wrote:
> On May 24, 2007, at 1:21 PM, Jonathan C. Detert wrote:
> 
> > If this is the right track, can someone explain how I should rebuild
> > perl so that the Scalar::Util::weaken() sub is defined?
> 
> you don't need to rebuild perl, you just need a working Scalar::Util
> 
> perl -MCPAN -e'install Scalar::Util'

I forgot to mention that I'd already tried that to no avail.  I just did
it again and did a diff between the Scalar/Util.pm that was installed as
part of the Ubuntu deb, and the Scalar/Util.pm that I installed from
CPAN.  The only diffs were:

	1) the CPAN version has a bunch more pod stuff within it
	and
	2) the CPAN version is 1.19, as opposed to 1.18.

So, I'm still in the same broken state.

Btw, neither perl installed by distributor package on Debian testing,
nor on Centos 4.4, has Scalar/Util.pm with a weaken() sub defined in it
(at least as far as I can see).

Any other ideas?  Thanks,

Jon


> 
> should help
> 
> -kevin



From dirk at ixls.de  Thu May 24 17:08:17 2007
From: dirk at ixls.de (dirk at ixls.de)
Date: Thu, 24 May 2007 23:08:17 +0200
Subject: [rt-users] Date-Field in Mails changing
Message-ID: <200705242308.17391.dirk@ixls.de>


I installed RT 3.6.1 on debian etch a few day ago.
One problem I still cannot figure out is the fact that
the date field in _some_ ticket-mail is somehow "wrong".

In let's say half the cases the date format uses the german short form
of "Thursday" apparently.
So I cannot sort the mails via date because all clients say that the date
is "unknown".

Subject: [rt.xxx.de #77] AutoReply: asdfas
Sender: "www-data" <www-data at mail.xxx.com>
Date: Do, 24 Mai 2007 21:47:43 +0200

in all other cases the date has the correct english day of week.

Subject: [rt.xxx.de #78] AutoReply: asd
Sender: "www-data" <www-data at mail.xxx.de>
Date: Thu, 24 May 2007 21:49:55 +0200


But it seems totally random which date format is used no matter how the mail
is generated, via webinterface or email-client.

Could somebody please give a hint?

yours
Dirk


From gleduc at mail.sdsu.edu  Thu May 24 17:44:28 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 24 May 2007 14:44:28 -0700
Subject: [rt-users] Date-Field in Mails changing
In-Reply-To: <200705242308.17391.dirk@ixls.de>
References: <200705242308.17391.dirk@ixls.de>
Message-ID: <6.2.1.2.2.20070524144037.02e588b8@mail.sdsu.edu>

I noticed a discrepancy with e-mail dates in 3.6.1 also - I was told to 
update to 3.6.3 and the issue went away.  I think they switched to a 
different module for doing e-mail dates.  As I recall, the problem we had 
was that e-mails would always go out with UTC dates (but labeled as local) 
regardless of the TimeZone setting.  Or something like that..

At 02:08 PM 5/24/2007, dirk at ixls.de wrote:

>I installed RT 3.6.1 on debian etch a few day ago.
>One problem I still cannot figure out is the fact that
>the date field in _some_ ticket-mail is somehow "wrong".
>
>In let's say half the cases the date format uses the german short form
>of "Thursday" apparently.
>So I cannot sort the mails via date because all clients say that the date
>is "unknown".
>
>Subject: [rt.xxx.de #77] AutoReply: asdfas
>Sender: "www-data" <www-data at mail.xxx.com>
>Date: Do, 24 Mai 2007 21:47:43 +0200
>
>in all other cases the date has the correct english day of week.
>
>Subject: [rt.xxx.de #78] AutoReply: asd
>Sender: "www-data" <www-data at mail.xxx.de>
>Date: Thu, 24 May 2007 21:49:55 +0200
>
>
>But it seems totally random which date format is used no matter how the mail
>is generated, via webinterface or email-client.
>
>Could somebody please give a hint?
>
>yours
>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


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



From tom at netspot.com.au  Thu May 24 21:01:38 2007
From: tom at netspot.com.au (Tom Lanyon)
Date: Fri, 25 May 2007 10:31:38 +0930
Subject: [rt-users] RT 4
In-Reply-To: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
Message-ID: <641B940E-BB4C-4E3A-AD14-EEECCCBC5902@netspot.com.au>

On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:

> If, for the sake of argument, Best Practical were to rewrite RT,  
> what would you want to see in the new product?
>
> Think big.
>
> Jesse

Whilst we haven't had anything wrong with RT, the 'powers from above'  
are evaluating other products and looking to move away from RT (oh  
no!) to a more integrated solution.

Therefore our requirements would be:

	- Customer database and the ability to track tickets per customer
	- Extended time tracking: start/stop tracking time against a ticket  
then report on time spent per customer

Thanks.

--
Tom Lanyon
Systems Administrator
NetSpot Pty Ltd




From theillien at yahoo.com  Thu May 24 21:40:03 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 24 May 2007 21:40:03 -0400
Subject: [rt-users] RT 4
In-Reply-To: <641B940E-BB4C-4E3A-AD14-EEECCCBC5902@netspot.com.au>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<641B940E-BB4C-4E3A-AD14-EEECCCBC5902@netspot.com.au>
Message-ID: <46563E73.3020107@yahoo.com>

Tom Lanyon wrote:
> On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:
> 
>> If, for the sake of argument, Best Practical were to rewrite RT, what
>> would you want to see in the new product?
>>
>> Think big.
>>
>> Jesse
> 
> Whilst we haven't had anything wrong with RT, the 'powers from above'
> are evaluating other products and looking to move away from RT (oh no!)
> to a more integrated solution.
> 
> Therefore our requirements would be:
> 
>     - Customer database and the ability to track tickets per customer

But this is what RT does anyway

>     - Extended time tracking: start/stop tracking time against a ticket
> then report on time spent per customer
While it would be nice to see this integrated as part of a more robust reporting
feature, we took matter into our own hands and wrote scripts which simply use
the the RT API to gather the data needed, manipulate and format it and email the
results to the powers that be.

> 
> Thanks.
> 
> -- 
> Tom Lanyon
> Systems Administrator
> NetSpot Pty Ltd



From kfh at mqsoftware.com  Thu May 24 21:57:11 2007
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Thu, 24 May 2007 20:57:11 -0500
Subject: [rt-users] RT 4
In-Reply-To: <46563E73.3020107@yahoo.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com><641B940E-BB4C-4E3A-AD14-EEECCCBC5902@netspot.com.au>
	<46563E73.3020107@yahoo.com>
Message-ID: <63BEA5E623E09F4D92233FB12A9F7943F45F8C@emailmn.mqsoftware.com>



> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
> bounces at lists.bestpractical.com] On Behalf Of Mathew Snyder
> Sent: Thursday, May 24, 2007 8:40 PM
> To: Tom Lanyon
> Cc: RT Users
> Subject: Re: [rt-users] RT 4
> 
> Tom Lanyon wrote:
> > On 02/05/2007, at 3:24 AM, Jesse Vincent wrote:
> >
> >> If, for the sake of argument, Best Practical were to rewrite RT,
what
> >> would you want to see in the new product?
> >>
> >> Think big.
> >>
> >> Jesse
> >
> > Whilst we haven't had anything wrong with RT, the 'powers from
above'
> > are evaluating other products and looking to move away from RT (oh
no!)
> > to a more integrated solution.
> >
> > Therefore our requirements would be:
> >
> >     - Customer database and the ability to track tickets per
customer
> 
> But this is what RT does anyway

No, it doesn't.  It tracks by a user.  Customers (often) have many
users.  This is (to me) the same thing as discussed in the "Customer
Centric RT" thread recently.  For instance, our customers may have
several installations of our product, on various operating systems, with
various backend databases.  Rather than having to capture this data in
every ticket, it would be much better to have it in an "Organization
Record", that might include such things as the list of users authorized
to open support tickets, an escalation path, people responsible for
purchasing and so on.

Realistically, this may best be handled by adding a User Custom Field
that refers to an external customer information database.  However,
having all (or at least most) of that information on the ticket screen
would be preferable, and being able to search for all tickets by all
users for a certain customer is an absolute requirement.

-Kelly

> 
> >     - Extended time tracking: start/stop tracking time against a
ticket
> > then report on time spent per customer
> While it would be nice to see this integrated as part of a more robust
> reporting
> feature, we took matter into our own hands and wrote scripts which
simply
> use
> the the RT API to gather the data needed, manipulate and format it and
> email the
> results to the powers that be.
> 
> >
> > Thanks.
> >
> > --
> > Tom Lanyon
> > Systems Administrator
> > NetSpot Pty Ltd


From theillien at yahoo.com  Thu May 24 21:57:28 2007
From: theillien at yahoo.com (Mathew Snyder)
Date: Thu, 24 May 2007 21:57:28 -0400
Subject: [rt-users] Editing saved searches
Message-ID: <46564288.5090907@yahoo.com>

Under Quick Search each of our queues is listed.  The each have a search
associated with them so all one has to do is click on the link and be taken to
search results containing all tickets within the queue.  This is, of course,
standard for any RT installation.  However, I've added a custom status that I
need to include in these links/searches.  So how do I edit the saved searches
for Quick Search?  I've not seen where this needs to be done.

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


From tom at netspot.com.au  Thu May 24 22:01:33 2007
From: tom at netspot.com.au (Tom Lanyon)
Date: Fri, 25 May 2007 11:31:33 +0930
Subject: [rt-users] RT 4
In-Reply-To: <46563E73.3020107@yahoo.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<641B940E-BB4C-4E3A-AD14-EEECCCBC5902@netspot.com.au>
	<46563E73.3020107@yahoo.com>
Message-ID: <FD247A67-8AD0-4DF3-8439-0F6100D6D484@netspot.com.au>


On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:

>>     - Customer database and the ability to track tickets per customer
>
> But this is what RT does anyway

RT is currently *not* a customer database, it is a ticketing system.

We are getting pressured to move to systems like NetSuite or SugarCRM  
because they have built in ticketing systems providing similar  
functionality to RT and also manage all of the customer information  
and relations.



From Sal.Baytalskiy at AIG.com  Thu May 24 22:05:37 2007
From: Sal.Baytalskiy at AIG.com (Baytalskiy, Sal)
Date: Thu, 24 May 2007 22:05:37 -0400
Subject: [rt-users] RT 4
Message-ID: <8B53BA7E90552E45AF25093FD6DFA1DB06171D96@xlivmbx34.aig.com>

It almost sounds like RT needs a CRM addon, similar to RTFM or AT...
I think AT can serve as a starting point for this, from what I've seen it
do...Only define Customers instead of Assets. 


Thanks !
Sal Baytalskiy
DBG CTO Middleware
201-469-8459
9732550790 at vtext.com


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tom Lanyon
Sent: Thursday, May 24, 2007 10:02 PM
To: Mathew Snyder
Cc: RT Users
Subject: Re: [rt-users] RT 4


On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:

>>     - Customer database and the ability to track tickets per customer
>
> But this is what RT does anyway

RT is currently *not* a customer database, it is a ticketing system.

We are getting pressured to move to systems like NetSuite or SugarCRM
because they have built in ticketing systems providing similar functionality
to RT and also manage all of the customer information and relations.

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

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


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


From tom at netspot.com.au  Thu May 24 22:07:16 2007
From: tom at netspot.com.au (Tom Lanyon)
Date: Fri, 25 May 2007 11:37:16 +0930
Subject: [rt-users] RT 4
In-Reply-To: <63BEA5E623E09F4D92233FB12A9F7943F45F8C@emailmn.mqsoftware.com>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com><641B940E-BB4C-4E3A-AD14-EEECCCBC5902@netspot.com.au>
	<46563E73.3020107@yahoo.com>
	<63BEA5E623E09F4D92233FB12A9F7943F45F8C@emailmn.mqsoftware.com>
Message-ID: <FCCEE054-828A-4155-A578-2F371BDB48B9@netspot.com.au>


On 25/05/2007, at 11:27 AM, Kelly F. Hickel wrote:
> No, it doesn't.  It tracks by a user.  Customers (often) have many
> users.  This is (to me) the same thing as discussed in the "Customer
> Centric RT" thread recently.  For instance, our customers may have
> several installations of our product, on various operating systems,  
> with
> various backend databases.  Rather than having to capture this data in
> every ticket, it would be much better to have it in an "Organization
> Record", that might include such things as the list of users  
> authorized
> to open support tickets, an escalation path, people responsible for
> purchasing and so on.
>
> Realistically, this may best be handled by adding a User Custom Field
> that refers to an external customer information database.  However,
> having all (or at least most) of that information on the ticket screen
> would be preferable, and being able to search for all tickets by all
> users for a certain customer is an absolute requirement.
>
> -Kelly

Correct. I presented the option of having a 'client' custom field  
which references the client in an external customer information  
database, however the general response is 'why would we do that when  
we can move to a system with it all built in?'.

Even though we can customise RT to the level that it is 'almost' one  
system, there are other systems out there which 'do it all'.

Perhaps an expansion of RT's extension capabilities to make it easier  
to write an RT customer relation management extension, for example,  
would be a better project...


From mark at langkau.org  Fri May 25 12:19:01 2007
From: mark at langkau.org (Mark Langkau)
Date: Fri, 25 May 2007 11:19:01 -0500
Subject: [rt-users] RT 4
In-Reply-To: <20070525160013.E050B4D826C@diesel.bestpractical.com>
References: <20070525160013.E050B4D826C@diesel.bestpractical.com>
Message-ID: <46570C75.7030809@langkau.org>

We are also looking at SugarCRM (and it's ability to work with the 
Asterisk PBX). Rather than build CRM features into RT, it would be nice 
(for us) to have RT integrate with SugarCRM as an optional/stronger 
replacement for the SugarCRM ticket system.

We like RT, and as others have expressed here, we could really use the 
concept of a "Company" record to link individual requesters to. Even an 
"alias" linkage of some kind would be helpful. (bob at mycellphone.com is 
also bcustomer at client.com and is also RTfan at coldmail.com - depending on 
where he is at the moment he opens tickets for his company using all 
three email accounts).

Just a thought..

Mark

> On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:
>>> >>     - Customer database and the ability to track tickets per customer
>>>       
>> >
>> > But this is what RT does anyway
>>     
>
> RT is currently *not* a customer database, it is a ticketing system.
>
> We are getting pressured to move to systems like NetSuite or SugarCRM  
> because they have built in ticketing systems providing similar  
> functionality to RT and also manage all of the customer information  
> and relations.



From bobg at uic.edu  Fri May 25 13:03:49 2007
From: bobg at uic.edu (Bob Goldstein)
Date: Fri, 25 May 2007 12:03:49 -0500
Subject: [rt-users] RT 4 
In-Reply-To: Your message of "Fri, 25 May 2007 11:19:01 CDT."
	<46570C75.7030809@langkau.org> 
Message-ID: <200705251703.l4PH3nrd024451@remora.cc.uic.edu>

>We are also looking at SugarCRM (and it's ability to work with the 
>Asterisk PBX). Rather than build CRM features into RT, it would be nice 
>(for us) to have RT integrate with SugarCRM as an optional/stronger 
>replacement for the SugarCRM ticket system.

    I'm all for a better API, for exactly such integrations.

    However, I still wonder: Doesn't the idea of having an RT
    group represent a "customer" work?  You could have all the
    various customer representatives in that group.  Have
    a special user in that group represent the customer as a whole,
    with appropriate flags or custom fields to represent your
    relationship with the customer.

    And so on.  Does this not provide the functionality you
    need?  Or is the fact that RT doesn't have the Customer Concept
    explicit out-of-the-box offputting?  Just curious.

    Hmm, I think tracking all the customer-related tickets would
    be easy.  Tracking changes to the customer group itself,
    or to the special customer user might be harder.

>
>We like RT, and as others have expressed here, we could really use the 
>concept of a "Company" record to link individual requesters to. Even an 
>"alias" linkage of some kind would be helpful. (bob at mycellphone.com is 
>also bcustomer at client.com and is also RTfan at coldmail.com - depending on 
>where he is at the moment he opens tickets for his company using all 
>three email accounts).

    Right.  This is an issue whether you have Customers or not.
    You might like to map multiple email addresses to a single user.
    I could see identifying a user based on matching a list of addresses.
    But which address do you use when RT sends email, particularly
    if the transaction was created by a consultant or done on the
    web?  The last address used by this user?  The first?  All of them?

       bobg

>
>Just a thought..
>
>Mark
>
>> On 25/05/2007, at 11:10 AM, Mathew Snyder wrote:
>>>> >>     - Customer database and the ability to track tickets per customer
>>>>       
>>> >
>>> > But this is what RT does anyway
>>>     
>>
>> RT is currently *not* a customer database, it is a ticketing system.
>>
>> We are getting pressured to move to systems like NetSuite or SugarCRM  
>> because they have built in ticketing systems providing similar  
>> functionality to RT and also manage all of the customer information  
>> and relations.
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Community help: http://wiki.bestpractical.com
>Commercial support: sales at bestpractical.com
>
>
>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>Buy a copy at http://rtbook.bestpractical.com
>


From alien at 12inch.com  Fri May 25 23:26:55 2007
From: alien at 12inch.com (alan premselaar)
Date: Sat, 26 May 2007 12:26:55 +0900
Subject: =?ISO-2022-JP?B?UmU6IFNWOiBTVjogU1Y6IFtydC11c2Vyc10gQ2hhcnNldCBl?=
	=?ISO-2022-JP?B?cnJvciBpbiBzdWJqZWN0IHdoZW4gdXNpbmcgRGFuaXNoIGxldHRlcnMg?=
	=?ISO-2022-JP?B?KD8/YSogLyA/P0EqKSA=?=
In-Reply-To: <60E7170809C4FC4E825DDF39B7ECDE749F7897@mia>
References: <60E7170809C4FC4E825DDF39B7ECDE749F7897@mia>
Message-ID: <4657A8FF.1000108@12inch.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1



On 5/23/07 6:23 PM, Brian Kjelin Olsen wrote:
> To summarize: It is only the subject in the _outgoing_ mail from RT that has wrong characters - the mail body looks fine (including Nordic national characters).
> Everything inside RT looks fine and the subject is shown correctly in the webui. Even checked the database tables and they're fine too.
> So my guess is, that it has to do with the mail-sender (whereever that is :))
>  
> Apache is configured with default charset as UTF-8
>     AddDefaultCharset UTF-8
> A bunch of additional charset is added in the httpd.conf 
> including latin1.
>  
>  In RT_SiteConfig.pm following is set:
>     @EmailInputEncodings = qw(iso-8859-1 us-ascii utf-8) 
>        unless (@EmailInputEncodings);
>     Set($EmailOutputEncoding , 'iso-8859-1');
>  
>  Does this answer your questions? 
>  
> Med venlig hilsen / Best regards
> Brian Kjelin Olsen
> Schilling A/S
> 


I had problems with subject encoding and 2-byte (japanese) characters.
especially with a mix of single-byte (ASCII) and 2-byte (japanese)
characters in the subject.  This problem was specifically noticable with
long subject lines that would need to be split in the headers.

it's been awhile since i've used RT (I changed jobs) so I don't remember
specifically the situation, but if I remember correctly, RT didn't
properly MIME encode the subject.  either it didn't properly terminate
and re-initiate the encoding per-line during a split, or if it did,
there were problems with it.

eventually I had to install Jcode.pl and use its encoding routines to
fix the problem for japanese.  This is probably related to the problems
you're seeing, although not likely Jcode.pl will have much effect on non
2-byte characters.

Either way, I suggest looking at the mail source to see the encoded
Subject: header information and check for problems there.

HTH

Alan
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Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

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=0qC7
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From chris at clanhobbs.org  Sat May 26 15:25:08 2007
From: chris at clanhobbs.org (Chris Hobbs)
Date: Sat, 26 May 2007 12:25:08 -0700
Subject: [rt-users] RT 3.6.4rc1
In-Reply-To: <200E4F2F-5F69-4F7B-BE7C-81CD3E924AC0@bestpractical.com>
References: <200E4F2F-5F69-4F7B-BE7C-81CD3E924AC0@bestpractical.com>
Message-ID: <46588994.4090806@clanhobbs.org>

Jesse Vincent wrote:
> * Made MyDay.html actually work. Based in spirit on a patch from Chris 
> Hobbs.

What a delightfully diplomatic way of saying my original patch was crap 
:) Thank you for fixing it, and for being generous with your credit!

Chris


From martin_dujardin at yahoo.fr  Sat May 26 15:32:23 2007
From: martin_dujardin at yahoo.fr (MARTIN DUJARDIN)
Date: Sat, 26 May 2007 21:32:23 +0200 (CEST)
Subject: [rt-users] rt3.4 statistics graphs not visible or displaying
Message-ID: <739582.9608.qm@web23314.mail.ird.yahoo.com>

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

             
---------------------------------
 Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail 
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From jesse at bestpractical.com  Sat May 26 20:31:52 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 26 May 2007 20:31:52 -0400
Subject: [rt-users] RT 3.6.4rc1
In-Reply-To: <46588994.4090806@clanhobbs.org>
References: <200E4F2F-5F69-4F7B-BE7C-81CD3E924AC0@bestpractical.com>
	<46588994.4090806@clanhobbs.org>
Message-ID: <FAAEB77D-BE6D-4285-BF89-FBF492A71128@bestpractical.com>


On May 26, 2007, at 3:25 PM, Chris Hobbs wrote:

> Jesse Vincent wrote:
>> * Made MyDay.html actually work. Based in spirit on a patch from  
>> Chris Hobbs.
>
> What a delightfully diplomatic way of saying my original patch was  
> crap :) Thank you for fixing it, and for being generous with your  
> credit!
>

It was a useful patch. And had it not been sitting in my inbox  
nagging me, I never would have gotten around to doing the feature.   
And I started by applying your patch and refactoring until the code  
made me happy :)

So, I did actually mean the thanks :)

Thanks!

Jesse


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From Robert.Grasso at cedrat.com  Mon May 28 05:28:06 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Mon, 28 May 2007 11:28:06 +0200
Subject: [rt-users] rt3.4 statistics graphs not visible or displaying
In-Reply-To: <739582.9608.qm@web23314.mail.ird.yahoo.com>
Message-ID: <NGBBLJJLDKGDEEDPHOBAMEOHACAB.Robert.Grasso@cedrat.com>

Hello,

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

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

Regards

---
Robert GRASSO
System Engineer

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


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


Dear all,

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

Thanks

Martin


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



From vostrak at sefira.cz  Mon May 28 05:38:37 2007
From: vostrak at sefira.cz (=?iso-8859-2?B?Vm9zdPjhayBNYXTsag==?=)
Date: Mon, 28 May 2007 11:38:37 +0200
Subject: [rt-users] insert plain text or picture via mail
Message-ID: <C0B3CAFFCD68974A941C4D769FEC5AA750E91B@domena.SEFIRA.CZ>

Hello all,

anybody know how I can add picture or plain text to the RT system via mail? 
I mean, when I add picture or plain text as attachmend and send the email, in the RT I see this only as attachment, but I need this in the message body.
When I comment or answer in the RT webformular with my web browser, I can see the picture in the messagebody.
Well, anybody know the mail command how I can do it via mail?

Thank you,
MaV
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From atossava at cc.helsinki.fi  Mon May 28 07:50:10 2007
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Mon, 28 May 2007 14:50:10 +0300 (EEST)
Subject: [rt-users] RT 4
In-Reply-To: <463BF0A5.80905@yahoo.com>
References: <43195.212.159.59.85.1178314464.squirrel@webmail.suretecsystems.com>
	<463BF0A5.80905@yahoo.com>
Message-ID: <Pine.LNX.4.64L.0705281446410.10563@ruuvi.it.helsinki.fi>

On Fri, 4 May 2007, Mathew Snyder wrote:

> > * Spam!!!
>
> So, you want RT to send spam?  ;)

Some of the suggestions presented in this conversation would actually lead
to that.

If RT were to contain a moderation system and send anything in response to
"Rejected" tickets, the rejection notices would go to the owners of forged
sender addresses in the spams and viruses you would reject.  That's called
"backscatter" and will get your system listed as a sender of spam in many
places.  Don't do it, don't even think of doing it.

Likewise for "sender verification" / challenge-response schemes in any
form.  Challenges for messages one has not sent are spam to the owner
of the forged sender address.

If anybody reading this operates a mail system that does challenge/
response, or operates a spam filter such as Barracuda Spam Firewall
or MailMarshal that in its default configuration accuses the owner
of the forged sender address of having sent you the spam, now is the
time to stop.  The accusations are spam to the unrelated third parties.

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


From chorgheavyinc at gmail.com  Mon May 28 09:05:35 2007
From: chorgheavyinc at gmail.com (Chorg Heavy Industries)
Date: Mon, 28 May 2007 09:05:35 -0400
Subject: [rt-users] question about google apps
Message-ID: <76b2a5870705280605j326043d2o4f5b7dc6a577a83@mail.gmail.com>

Hi, I need to set up RT and RTFM _i think_.  We're using google apps mail on
our domain.  is this a non starter for using RT?

-- 
----------------------------
As folk wisdom says: a clever person is one that gets out of a trap that a
wise one would not have got into in the first place.
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From Robert.Grasso at cedrat.com  Mon May 28 09:46:07 2007
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Mon, 28 May 2007 15:46:07 +0200
Subject: [rt-users] question about google apps
In-Reply-To: <76b2a5870705280605j326043d2o4f5b7dc6a577a83@mail.gmail.com>
Message-ID: <NGBBLJJLDKGDEEDPHOBAGEPBACAB.Robert.Grasso@cedrat.com>

you can use fetchmail to get your emails : see there for instance :

http://wiki.bestpractical.com/index.cgi?POP3Mailgate

I never used it, but it seems straightforward

and

Gmail: Help Center - Configuring your email client: Outlook Express and
Outlook 2002 (Windows only):
http://mail.google.com/support/bin/answer.py?answer=13276

just don't consider all the Outlook stuff, but this article supplies the
Gmail servers :

smtp.gmail.com
pop.gmail.com

I did not try this configuration for RT, but on my opinion it should work
without much hassle

---
Robert GRASSO
System Engineer

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


  -----Original Message-----
  From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Chorg Heavy
Industries
  Sent: Monday, May 28, 2007 3:06 PM
  To: rt-users at lists.bestpractical.com
  Subject: [rt-users] question about google apps


  Hi, I need to set up RT and RTFM _i think_.  We're using google apps mail
on our domain.  is this a non starter for using RT?

  --
  ----------------------------
  As folk wisdom says: a clever person is one that gets out of a trap that a
wise one would not have got into in the first place.
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From payo22 at yahoo.com  Mon May 28 16:03:19 2007
From: payo22 at yahoo.com (payo)
Date: Mon, 28 May 2007 13:03:19 -0700 (PDT)
Subject: [rt-users] MDA open failed
Message-ID: <216630.67183.qm@web51902.mail.re2.yahoo.com>

when execute fetchmail.bat showme this messages:
 
fetchmail: Server CommonName mismatch: localhost.localdomain != mail.com
1 message for rt_tickets at mail.com (1114 octets).
reading message rt_tickets at mail.com: 1 of 1 (1 114 octets) 
fetchmail: MDA open failed
fetchmail: MDA error while fetching from mail.com
fetchmail: Query status=6 (IOERR)

 
my rt-mailgate.conf file :
 
poll mail.com proto pop3:
username rt_tickets password 123 mda "c:\Progra~1\OurInternet\Common\perl\bin\perl.exe c:\Progra~1\Ourinternet\Reques~1\rt\bin\rt-mailgate.in --url http://localhost:8284/ --queue General --action correspond" 
 
 
any idea?
 
thnaks

 
hasta luego


       
____________________________________________________________________________________Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase.
http://farechase.yahoo.com/
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From payo22 at yahoo.com  Mon May 28 16:03:19 2007
From: payo22 at yahoo.com (payo)
Date: Mon, 28 May 2007 13:03:19 -0700 (PDT)
Subject: [rt-users] MDA open failed
Message-ID: <216630.67183.qm@web51902.mail.re2.yahoo.com>

when execute fetchmail.bat showme this messages:
 
fetchmail: Server CommonName mismatch: localhost.localdomain != mail.com
1 message for rt_tickets at mail.com (1114 octets).
reading message rt_tickets at mail.com: 1 of 1 (1 114 octets) 
fetchmail: MDA open failed
fetchmail: MDA error while fetching from mail.com
fetchmail: Query status=6 (IOERR)

 
my rt-mailgate.conf file :
 
poll mail.com proto pop3:
username rt_tickets password 123 mda "c:\Progra~1\OurInternet\Common\perl\bin\perl.exe c:\Progra~1\Ourinternet\Reques~1\rt\bin\rt-mailgate.in --url http://localhost:8284/ --queue General --action correspond" 
 
 
any idea?
 
thnaks

 
hasta luego


       
____________________________________________________________________________________Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase.
http://farechase.yahoo.com/
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From asampayo at sitiosinteractivos.com  Mon May 28 16:23:24 2007
From: asampayo at sitiosinteractivos.com (artemio sampayo)
Date: Mon, 28 May 2007 15:23:24 -0500
Subject: [rt-users] MDA error while fetching 
Message-ID: <00d201c7a166$0b24dd90$6fc8a8c0@SICVARMYDESL002>

i use Windows server 2003 and

when i  Run fetchmail.bat showme this messages:

fetchmail: Server CommonName mismatch: localhost.localdomain != mail.com
1 message for rt_tickets at mail.com (1114 octets).
reading message rt_tickets at mail.com: 1 of 1 (1 114 octets) 
fetchmail: MDA open failed
fetchmail: MDA error while fetching from mail.com
fetchmail: Query status=6 (IOERR)


my rt-mailgate.conf file :

poll mail.com proto pop3:
username rt_tickets password 123 mda "c:\Progra~1\OurInternet\Common\perl\bin\perl.exe c:\Progra~1\Ourinternet\Reques~1\rt\bin\rt-mailgate.in --url http://localhost:8284/ --queue General --action correspond" 


what is the problem?


so thanks!
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From gcecchi at peviani.it  Tue May 29 06:55:07 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Tue, 29 May 2007 12:55:07 +0200
Subject: [rt-users] Estimated schedule for rt 3.6.4
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D73016892CF@MAILSERVER.pevianimail.local>


Hello, I'm going to install a new instance of rt.
Is there an expected release schedule for 3.6.4?
Based on previous releases where:
- 3.6.1 took 20 days from rc1 to final,
- 3.6.2 took 4 months, 
- 3.6.3 took 3 days, 
where do you think we are now with 3.6.4 rc1 delivered on 17th of may?
Thanks in advance for the information,

Gianluca 
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From jesse at bestpractical.com  Tue May 29 07:59:14 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 29 May 2007 07:59:14 -0400
Subject: [rt-users] Estimated schedule for rt 3.6.4
In-Reply-To: <A6EA8BA3E2776540BBC22A6C4D259D73016892CF@MAILSERVER.pevianimail.local>
References: <A6EA8BA3E2776540BBC22A6C4D259D73016892CF@MAILSERVER.pevianimail.local>
Message-ID: <73179C6A-9EEC-4007-9757-69E1E1EAC7D0@bestpractical.com>


On May 29, 2007, at 6:55 AM, Gianluca Cecchi wrote:

>
> Hello, I'm going to install a new instance of rt.
> Is there an expected release schedule for 3.6.4?
> Based on previous releases where:
> - 3.6.1 took 20 days from rc1 to final,
> - 3.6.2 took 4 months,
> - 3.6.3 took 3 days,
> where do you think we are now with 3.6.4 rc1 delivered on 17th of may?
> Thanks in advance for the information,
We don't generally provide release schedules and have all of _1_  
field report from RC1.  Care to try it out and report back?
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From HelmuthRamirez at compupay.com  Tue May 29 10:17:15 2007
From: HelmuthRamirez at compupay.com (Helmuth Ramirez)
Date: Tue, 29 May 2007 10:17:15 -0400
Subject: [rt-users] insert plain text or picture via mail
Message-ID: <7314881427FC8A4081673E8CEEA79249044E3BAD@EXMIAMI01.compupay.com>

When we reply in html format the embedded images show up in the RT message

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
To: rt-users at lists.bestpractical.com
Sent: Mon May 28 04:38:37 2007
Subject: [rt-users] insert plain text or picture via mail

Hello all,

anybody know how I can add picture or plain text to the RT system via mail? 

I mean, when I add picture or plain text as attachmend and send the email, in the RT I see this only as attachment, but I need this in the message body.

When I comment or answer in the RT webformular with my web browser, I can see the picture in the messagebody.

Well, anybody know the mail command how I can do it via mail?

Thank you,

MaV



--------------------------------------------------------------------
This Electronic message contains information from CompuPay which may
be privileged. The information is intended to be for the use of the
addressee only. If you are not the addressee, or the employee or agent
responsible to deliver it to the intended recipient, note that any
disclosure, copy distribution or use of the contents of this message
is prohibited. If you have received this Electronic Message in error,
please promptly notify the sender by return e-mail. For more
information regarding our company please visit www.compupay.com
http://www.compupay.com/
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From vostrak at sefira.cz  Tue May 29 12:35:19 2007
From: vostrak at sefira.cz (=?utf-8?B?Vm9zdMWZw6FrIE1hdMSbag==?=)
Date: Tue, 29 May 2007 18:35:19 +0200
Subject: [rt-users] insert plain text or picture via mail
In-Reply-To: <7314881427FC8A4081673E8CEEA79249044E3BAD@EXMIAMI01.compupay.com>
References: <7314881427FC8A4081673E8CEEA79249044E3BAD@EXMIAMI01.compupay.com>
Message-ID: <C0B3CAFFCD68974A941C4D769FEC5AA750E92B@domena.SEFIRA.CZ>

Thank you Helmut for you answer.

 

As I tried, when I send the message n HTML format, the image show up in the RT message as you said, but the plaint text, what is in the attachmend not.

My costumers, they are dissatisfied, and I?m unhappy. Well, exist some method how I can do it or not?

 

BR,

mav

 

 

From: Helmuth Ramirez [mailto:HelmuthRamirez at compupay.com] 
Sent: Tuesday, May 29, 2007 4:17 PM
To: Vost??k Mat?j; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] insert plain text or picture via mail

 

When we reply in html format the embedded images show up in the RT message

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
To: rt-users at lists.bestpractical.com
Sent: Mon May 28 04:38:37 2007
Subject: [rt-users] insert plain text or picture via mail

Hello all,

anybody know how I can add picture or plain text to the RT system via mail?

I mean, when I add picture or plain text as attachmend and send the email, in the RT I see this only as attachment, but I need this in the message body.

When I comment or answer in the RT webformular with my web browser, I can see the picture in the messagebody.

Well, anybody know the mail command how I can do it via mail?

Thank you,

MaV

 

 

________________________________

This Electronic message contains information from CompuPay which may 
be privileged. The information is intended to be for the use of the 
addressee only. If you are not the addressee, or the employee or agent 
responsible to deliver it to the intended recipient, note that any 
disclosure, copy distribution or use of the contents of this message 
is prohibited. If you have received this Electronic Message in error, 
please promptly notify the sender by return e-mail. For more 
information regarding our company please visit www.compupay.com
http://www.compupay.com/

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From jboris at adphila.org  Tue May 29 12:01:25 2007
From: jboris at adphila.org (John  BORIS)
Date: Tue, 29 May 2007 12:01:25 -0400
Subject: [rt-users] Where is the Asset Tracker Wiki or site
Message-ID: <s65c161d.039@gw1.adphila.org>

Does anyone know where the asset Tracker Wiki or site is kept?

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 gcecchi at peviani.it  Tue May 29 12:48:30 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Tue, 29 May 2007 18:48:30 +0200
Subject: R: [rt-users] Estimated schedule for rt 3.6.4
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D730168931E@MAILSERVER.pevianimail.local>

just solved and installed perl-nightmare dependencies on a CentOS 5 and rebuilt and installed rt 3.6.4rc1 (based on rt3-3.6.3-1.fc7.src.rpm) on it.
initial web page is ok.
Tomorrow I will go further.
bye,
Gianluca



________________________________

	Da: Jesse Vincent [mailto:jesse at bestpractical.com] 
	Inviato: marted? 29 maggio 2007 13.59
	A: Gianluca Cecchi
	Cc: rt-users at lists.bestpractical.com
	Oggetto: Re: [rt-users] Estimated schedule for rt 3.6.4
	
	

	On May 29, 2007, at 6:55 AM, Gianluca Cecchi wrote:



		Hello, I'm going to install a new instance of rt. 
		Is there an expected release schedule for 3.6.4? 
		Based on previous releases where: 
		- 3.6.1 took 20 days from rc1 to final, 
		- 3.6.2 took 4 months, 
		- 3.6.3 took 3 days, 
		where do you think we are now with 3.6.4 rc1 delivered on 17th of may? 
		Thanks in advance for the information,

	We don't generally provide release schedules and have all of _1_ field report from RC1.  Care to try it out and report back?
	

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From jbrodley at sumtotalsystems.com  Tue May 29 12:55:56 2007
From: jbrodley at sumtotalsystems.com (Justin Brodley)
Date: Tue, 29 May 2007 09:55:56 -0700
Subject: [rt-users] RT 4
In-Reply-To: <Pine.LNX.4.64L.0705281446410.10563@ruuvi.it.helsinki.fi>
References: <43195.212.159.59.85.1178314464.squirrel@webmail.suretecsystems.com><463BF0A5.80905@yahoo.com>
	<Pine.LNX.4.64L.0705281446410.10563@ruuvi.it.helsinki.fi>
Message-ID: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04076C63@blv-exch1.sumtotalsystems.com>

Out of curiosity has anyone at Best Practical evaluated the suggestions and determined feasibility of any of these suggestions.


Justin Brodley?

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Atro Tossavainen
Sent: Monday, May 28, 2007 4:50 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT 4

On Fri, 4 May 2007, Mathew Snyder wrote:

> > * Spam!!!
>
> So, you want RT to send spam?  ;)

Some of the suggestions presented in this conversation would actually lead
to that.

If RT were to contain a moderation system and send anything in response to
"Rejected" tickets, the rejection notices would go to the owners of forged
sender addresses in the spams and viruses you would reject.  That's called
"backscatter" and will get your system listed as a sender of spam in many
places.  Don't do it, don't even think of doing it.

Likewise for "sender verification" / challenge-response schemes in any
form.  Challenges for messages one has not sent are spam to the owner
of the forged sender address.

If anybody reading this operates a mail system that does challenge/
response, or operates a spam filter such as Barracuda Spam Firewall
or MailMarshal that in its default configuration accuses the owner
of the forged sender address of having sent you the spam, now is the
time to stop.  The accusations are spam to the unrelated third parties.

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

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


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



From jesse at bestpractical.com  Tue May 29 13:04:43 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 29 May 2007 13:04:43 -0400
Subject: [rt-users] RT 4
In-Reply-To: <0D1D06774CE0AF4BB0C6CFFBEEF24B2D04076C63@blv-exch1.sumtotalsystems.com>
References: <43195.212.159.59.85.1178314464.squirrel@webmail.suretecsystems.com><463BF0A5.80905@yahoo.com>
	<Pine.LNX.4.64L.0705281446410.10563@ruuvi.it.helsinki.fi>
	<0D1D06774CE0AF4BB0C6CFFBEEF24B2D04076C63@blv-exch1.sumtotalsystems.com>
Message-ID: <B4557944-089C-4B7D-B9AF-EF4A2340AC4F@bestpractical.com>


On May 29, 2007, at 12:55 PM, Justin Brodley wrote:

> Out of curiosity has anyone at Best Practical evaluated the  
> suggestions and determined feasibility of any of these suggestions.

We've certainly paid keen attention to what folks are looking for.  
And what users are actually doing impacts our future plans quite a  
bit. But we don't tend to comment on future features before we build  
them unless a specific customer is underwriting that feature (and  
tells us we can talk about it before we release it.)

If there's something you need on a schedule, that's how we earn our  
pizza and coca-cola.

Best,
Jesse

> Justin Brodley



From jesse at bestpractical.com  Tue May 29 13:05:06 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 29 May 2007 13:05:06 -0400
Subject: R: [rt-users] Estimated schedule for rt 3.6.4
In-Reply-To: <A6EA8BA3E2776540BBC22A6C4D259D730168931E@MAILSERVER.pevianimail.local>
References: <A6EA8BA3E2776540BBC22A6C4D259D730168931E@MAILSERVER.pevianimail.local>
Message-ID: <BCAA71E7-1FD3-4253-BB1A-4A619C5A1AFC@bestpractical.com>


On May 29, 2007, at 12:48 PM, Gianluca Cecchi wrote:

> just solved and installed perl-nightmare dependencies on a CentOS 5  
> and rebuilt and installed rt 3.6.4rc1 (based on  
> rt3-3.6.3-1.fc7.src.rpm) on it.
> initial web page is ok.
> Tomorrow I will go further.
> bye,
> Gianluca
>
Thanks much!

Best,
Jesse
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From jboris at adphila.org  Tue May 29 13:19:50 2007
From: jboris at adphila.org (John  BORIS)
Date: Tue, 29 May 2007 13:19:50 -0400
Subject: [rt-users] Where is the Asset Tracker Wiki or site
Message-ID: <s65c287e.042@gw1.adphila.org>

I guess I should have been more specific. The regular wiki site has only
a link to the tarball. So you can't look up anything. I am trying to
find info on Bulk importing.

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!"

>>> Matthew Keller <kellermg at potsdam.edu> 05/29/07 12:49 PM >>>
On Tue, 2007-05-29 at 12:01 -0400, John BORIS wrote:
> Does anyone know where the asset Tracker Wiki or site is kept?

http://atwiki.chaka.net/ 



From Jonathan.Detert at msoe.edu  Tue May 29 17:08:55 2007
From: Jonathan.Detert at msoe.edu (Jonathan C. Detert)
Date: Tue, 29 May 2007 16:08:55 -0500
Subject: [rt-users] no emails sent when 'reply'ing (aka corresponding)
	to a ticket
In-Reply-To: <1180027292.27138.369.camel@carlisle>
References: <1180027292.27138.369.camel@carlisle>
Message-ID: <1180472936.27138.486.camel@carlisle>

Hello,

I'm sending this email again, because I only received one reply before,
and it only addressed one point ....

On Thu, 2007-05-24 at 12:21 -0500, Jonathan C. Detert wrote:
> rt 3.6.3 installed from tarball from bestpractical's site on ubuntu
> v6.10 with perl v5.8.8.
> 
> when a user clicks 'reply' to a ticket, or to a comment on a ticket, the
> 'reply' gets properly recorded and associated with the ticket, but email
> is not sent to the owner or requester.

That is the problem I'm trying to fix.  The only clue I have as to what
is wrong, are lines in rt's logfile that say:

> Scrip Prepare 8 died. - Undefined subroutine &Scalar::Util::weaken
> called at /usr/local/rt/lib/RT/Action/Generic.pm line 107.
> 

I verified that there is no f() named 'weaken' in the Scalar/Util.pm
that was installed with ubuntu's perl package.

> Are those errors really associated with the failure to send email?
> 
> If so, the following urls say that I should rebuild perl wish xs
> support:
> 
> http://www.xray.mpe.mpg.de/mailing-lists/perl5-porters/2006-05/msg00796.html
> https://bugs.launchpad.net/ubuntu/+source/perl/+bug/46281
> http://www.mail-archive.com/debian-bugs-dist%
> 40lists.debian.org/msg195610.html

Is this undefined subroutine really the source of the problem?  If so,
can someone either:

a) tell me which linux distro has a rt-compatible Scalar/Util.pm by
default

or

b) tell me in more detail than the URLs above, how to fix up my ubuntu
box with a Scalar/Util.pm that defines the 'weaken' subroutine?
(I've checked Debian Testing, RedHat ES 3, and Centos 4; none of them
define a 'weaken' subroutine - at least as far as I can tell).

AtDhVaAnNkCsE,

Jon



From falcone at bestpractical.com  Tue May 29 21:02:17 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Tue, 29 May 2007 21:02:17 -0400
Subject: [rt-users] no emails sent when 'reply'ing (aka corresponding) to
	a ticket
In-Reply-To: <1180472936.27138.486.camel@carlisle>
References: <1180027292.27138.369.camel@carlisle>
	<1180472936.27138.486.camel@carlisle>
Message-ID: <6EE7AA17-32DE-465F-8C4B-E80670A1FC93@bestpractical.com>


On May 29, 2007, at 5:08 PM, Jonathan C. Detert wrote:
>> Are those errors really associated with the failure to send email?
>>
>> If so, the following urls say that I should rebuild perl wish xs
>> support:
>>
>> http://www.xray.mpe.mpg.de/mailing-lists/perl5-porters/2006-05/ 
>> msg00796.html
>> https://bugs.launchpad.net/ubuntu/+source/perl/+bug/46281
>> http://www.mail-archive.com/debian-bugs-dist%
>> 40lists.debian.org/msg195610.html
>
> Is this undefined subroutine really the source of the problem?  If so,
> can someone either:
>
> a) tell me which linux distro has a rt-compatible Scalar/Util.pm by
> default

Do you have a C compiler?  Scalar::Util cannot build weaken without it.
I have a debian box where the broken Scalar::Util was installed but
cpan was able to install a new version that did work.

Installing /usr/local/lib/perl/5.8.8/auto/List/Util/Util.bs
Installing /usr/local/lib/perl/5.8.8/auto/List/Util/Util.so
Files found in blib/arch: installing files in blib/lib into  
architecture dependent library tree
Installing /usr/local/lib/perl/5.8.8/List/Util.pm
Installing /usr/local/lib/perl/5.8.8/Scalar/Util.pm
Installing /usr/local/man/man3/List::Util.3pm
Installing /usr/local/man/man3/Scalar::Util.3pm

If you don't see Util.so, it didn't build properly.

You don't need to rebuild perl, just Scalar::Util.

Unfortunately, Scalar::Util being broken seems to be a common distro  
problem these days.
When rt3.6.4 is released, it will check for Scalar::Util::weaken  
during startup.

-kevin


From torsten.brumm at Kuehne-Nagel.com  Wed May 30 04:37:16 2007
From: torsten.brumm at Kuehne-Nagel.com (Ham MI-ID, Torsten Brumm)
Date: Wed, 30 May 2007 10:37:16 +0200
Subject: [rt-users] RT CLI  and multiple lines
Message-ID: <16426EA38D57E74CB1DE5A6AE1DB039455B1EC@w3hamboex11.ger.win.int.kn>

Hi RT Users,

again a question/problem with RT CLI, again mulitple lines. I'm trying
to create a ticket in interactive mode (-e) with more then one line of
text.

 

I'm using this: /opt/rt3/bin/rt create -t ticket -e set subject='TEST
30.5.2007 from CLI' and this brings me to the Editor:

 

# Required: id, Queue

 

id: ticket/new

Queue: General

Requestor: root

Subject: TEST 30.5.2007 from CLI

Cc: torsten.brumm at kuehne-nagel.com

AdminCc:

Owner: root

Status: new

Priority: 50

InitialPriority: 20

FinalPriority: 90

TimeEstimated:

Starts: 2007-05-30 08:05:29

Due: 2007-05-31 08:05:29

Text: ONE LINE

 

In this case, with one line it works well, but if I try to set another
line (CR/LF) it brings this:

 

# Please resubmit with errors corrected.

 

--

 

# Syntax error.

 

id: ticket/new

Queue: General

Requestor: root

Subject: TEST2 30.5.2007 from CLI

Cc:

AdminCc:

Owner:

Status: new

Priority:

InitialPriority:

FinalPriority:

TimeEstimated:

Starts: 2007-05-30 08:08:12

Due: 2007-05-30 08:08:12

Text: LINE 1 and RETURN after

>> Line2

Line3

 

I have checked the rt cli tool for this hint from Philip klime I think:

 

> --- bin/rt      2006-09-28 08:53:43.000000000 -0400

> +++ /opt/rt3/bin/rt     2006-09-25 10:48:09.000000000 -0400

> @@ -388,7 +388,7 @@

>           elsif (/^set$/i) {

>               my $vars = 0;

> 

> -            while (@ARGV && $ARGV[0] =~ /^($field)([+-]?=)(.*)$/xms)
{

> +            while (@ARGV && $ARGV[0] =~ /^($field)([+-]?=)(.*)$/) {

>                   my ($key, $op, $val) = ($1, $2, $3);

>                   my $hash = ($op eq '=') ? \%set : ($op =~ /^\+/) ?

> \%add : \%del;

 

The line looks correct.

 

Any ideas? How do you use the RT CLI with more then one line of text? Do
I something wrong?

 

Thanks

 

Torsten

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From msirkhot at systemsfusion.com  Wed May 30 08:31:46 2007
From: msirkhot at systemsfusion.com (Mohammed Sirkhot)
Date: Wed, 30 May 2007 14:31:46 +0200
Subject: [rt-users] Can't send mail from RT tried everything
Message-ID: <34D31318EC210D448C343C9A182FE3780129F349@exchange.sfsa.sysfusion.net>

Hi,

 

Please could someone assist, running RT 3.6.3 ,can't get RT to send out
the emails,using exim

 

 

 

 

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From dtikhonov at vonage.com  Wed May 30 09:22:28 2007
From: dtikhonov at vonage.com (Dmitri Tikhonov)
Date: Wed, 30 May 2007 09:22:28 -0400
Subject: [rt-users] RT CLI  and multiple lines
In-Reply-To: <16426EA38D57E74CB1DE5A6AE1DB039455B1EC@w3hamboex11.ger.win.int.kn>
References: <16426EA38D57E74CB1DE5A6AE1DB039455B1EC@w3hamboex11.ger.win.int.kn>
Message-ID: <465D7A94.70402@vonage.com>

Hi Torsten,

this has been discussed a while back:

http://lists.fsck.com/pipermail/rt-devel/2006-May/008448.html

   - Dmitri.

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



From eric at ijack.net  Wed May 30 10:18:10 2007
From: eric at ijack.net (Eric Hill)
Date: Wed, 30 May 2007 09:18:10 -0500
Subject: [rt-users] LDAP and CommandByMail Incompatible?
Message-ID: <00da01c7a2c5$5b13a6a0$030a030a@pioneer.world>

I went through the installation instructions for CommandByMail (0.05) and
got that working well.  I then went through the installation instructions
for LDAP to connect RT to our Active Directory.  I am able to successfully
authenticate to RT as an AD user, and I see the full AD account details in
the log file during a login so I know that LDAP integration is working.

But I stopped receiving emails from the RT system, and sending an email to
it started bouncing with "Could not load a valid user".  I could watch the
email through the mail system all the way to the rt-mailgate call, and the
logs didn't show any abnormal messages, but still no correspondence.  If I
disable the CommandByMail extension in the config file, emails flow in both
directions as expected.

Does anyone have both the LDAP integration and CommandByMail extension
working in the same RT installation?  If so, did you have to do anything
special to get the email to work?

Eric




From sturner at MIT.EDU  Wed May 30 10:45:21 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 30 May 2007 10:45:21 -0400
Subject: [rt-users] No Callbacks Showing on RT 3.4.2
Message-ID: <6.2.3.4.2.20070530103434.03d79ed8@po14.mit.edu>


I feel embarrassed to ask this, but I just did a fresh RT 3.4.2 
install on a RHEL 4 machine and put my customizations in place, and 
I'm getting my modified Mason components & Perl overlays, but not my 
Callbacks. I can't figure out why the callbacks are not showing up.

My callbacks are under the path:

$RT_HOME/local/html/Callbacks/mit

All files & directories under there are owned by root:root and 
permissions are 755 for dirs, 644 for files. These are the same 
permissions as for the other mason pieces under local/html, so I'm 
fairly sure it's not a permissions issue.

I originally installed Mason 1.35 and saw Mason/Resolver/File.pm 
errors in the RT log - I guessed that his was causing the problem, so 
I downloaded Mason 1.29_02 and installed that. I removed the mason 
cache, stopped & started Apache and the error messages have gone, but 
still no callbacks.

The pieces are:

RT 3.4.2
Perl v5.8.5 under linux
Apache v1.27;
HTML::Mason v1.29_02
mod_perl v1.30
mysql

Thanks for any assistance,

Steve


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




From chaim.rieger at up-south.com  Wed May 30 12:36:04 2007
From: chaim.rieger at up-south.com (Chaim Rieger)
Date: Wed, 30 May 2007 09:36:04 -0700
Subject: [rt-users] Can't send mail from RT tried everything
In-Reply-To: <34D31318EC210D448C343C9A182FE3780129F349@exchange.sfsa.sysfusion.net>
References: <34D31318EC210D448C343C9A182FE3780129F349@exchange.sfsa.sysfusion.net>
Message-ID: <465DA7F4.1000608@up-south.com>

Mohammed Sirkhot wrote:
>
> Hi,
>
> Please could someone assist, running RT 3.6.3 ,can?t get RT to send 
> out the emails,using exim
>
can you post the output from your logs please



From jesse at bestpractical.com  Wed May 30 13:18:12 2007
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 30 May 2007 12:18:12 -0500
Subject: [rt-users] No Callbacks Showing on RT 3.4.2
In-Reply-To: <6.2.3.4.2.20070530103434.03d79ed8@po14.mit.edu>
References: <6.2.3.4.2.20070530103434.03d79ed8@po14.mit.edu>
Message-ID: <69C970FA-7951-4952-957F-F7BDA04A9B05@bestpractical.com>


On May 30, 2007, at 9:45 AM, Stephen Turner wrote:

>
> I feel embarrassed to ask this, but I just did a fresh RT 3.4.2  
> install on a RHEL 4 machine and put my customizations in place, and  
> I'm getting my modified Mason components & Perl overlays, but not  
> my Callbacks. I can't figure out why the callbacks are not showing up.
>
> My callbacks are under the path:
>
> $RT_HOME/local/html/Callbacks/mit
>
> All files & directories under there are owned by root:root and  
> permissions are 755 for dirs, 644 for files. These are the same  
> permissions as for the other mason pieces under local/html, so I'm  
> fairly sure it's not a permissions issue.
>
> I originally installed Mason 1.35 and saw Mason/Resolver/File.pm  
> errors in the RT log - I guessed that his was causing the problem,  
> so I downloaded Mason 1.29_02 and installed that. I removed the  
> mason cache, stopped & started Apache and the error messages have  
> gone, but still no callbacks.
>

Somewhere around there, for both that ancient RT and ancient Mason,  
there were changes to Mason's internals that broke Callbacks.  
Updating mason and the Elements/Callback should improve things.


> The pieces are:
>
> RT 3.4.2
> Perl v5.8.5 under linux
> Apache v1.27;
> HTML::Mason v1.29_02
> mod_perl v1.30
> mysql
>
> Thanks for any assistance,
>
> Steve
>
>
> Stephen Turner
> Senior Programmer/Analyst - Client Support Services
> MIT Information Services and Technology (IS&T)
>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly  
> Media. Buy a copy at http://rtbook.bestpractical.com
>

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From sturner at MIT.EDU  Wed May 30 13:25:09 2007
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 30 May 2007 13:25:09 -0400
Subject: [rt-users] No Callbacks Showing on RT 3.4.2
In-Reply-To: <69C970FA-7951-4952-957F-F7BDA04A9B05@bestpractical.com>
References: <6.2.3.4.2.20070530103434.03d79ed8@po14.mit.edu>
	<69C970FA-7951-4952-957F-F7BDA04A9B05@bestpractical.com>
Message-ID: <6.2.3.4.2.20070530132406.03d74860@po14.mit.edu>

At Wednesday 5/30/2007 01:18 PM, Jesse Vincent wrote:


>Somewhere around there, for both that ancient RT and ancient Mason,
>there were changes to Mason's internals that broke Callbacks.
>Updating mason and the Elements/Callback should improve things.
>

Yes, that was it, thanks. I didn't go quite far enough back with 
Mason - v 1.28 fixed the problem.

Thanks,
Steve 



From cbrandt at buffalo.edu  Wed May 30 16:27:46 2007
From: cbrandt at buffalo.edu (Jim Brandt)
Date: Wed, 30 May 2007 16:27:46 -0400
Subject: [rt-users] RT CLI  and multiple lines
In-Reply-To: <465D7A94.70402@vonage.com>
References: <16426EA38D57E74CB1DE5A6AE1DB039455B1EC@w3hamboex11.ger.win.int.kn>
	<465D7A94.70402@vonage.com>
Message-ID: <465DDE42.6080107@buffalo.edu>

I think the confusion is the two modes. The link I originally sent:

http://lists.bestpractical.com/pipermail/rt-devel/2006-September/008882.html

is a fix for multiple lines provided on the command-line without 
invoking an editor.

The item in the post below addresses multiple lines when using the 
editor (the -e). In that case, you just need to indent the lines after 
the first.

Jim

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

-- 
Jim Brandt
Administrative Computing Services
University at Buffalo



From ocraig at stillsecure.com  Wed May 30 16:33:16 2007
From: ocraig at stillsecure.com (Ole Craig)
Date: Wed, 30 May 2007 14:33:16 -0600
Subject: [rt-users] RT 4
In-Reply-To: <FD247A67-8AD0-4DF3-8439-0F6100D6D484@netspot.com.au>
References: <81C1DD83-001B-4570-820D-C5109B6123CC@bestpractical.com>
	<641B940E-BB4C-4E3A-AD14-EEECCCBC5902@netspot.com.au>
	<46563E73.3020107@yahoo.com>
	<FD247A67-8AD0-4DF3-8439-0F6100D6D484@netspot.com.au>
Message-ID: <1180557196.29976.19.camel@localhost.localdomain>

On Fri, 2007-05-25 at 11:31 +0930, Tom Lanyon wrote:
> RT is currently *not* a customer database, it is a ticketing system.
> 
> We are getting pressured to move to systems like NetSuite or
> SugarCRM  
> because they have built in ticketing systems providing similar  
> functionality to RT and also manage all of the customer information  
> and relations. 

I convinced management to try my skunkworks RT installation because
SugarCRM was absolutely unusable for trouble ticket tracking. (It takes
me 20 seconds to open a ticket in RT; it took me over three minutes in
SugarCRM running on quite nice hardware.)

We've since moved back to SalesForce for sales engagements and we're
using RT for customer-facing support and we're on the whole happier,
although there are complaints about stuff missing from RT (the present
topic -- associating several 'users' with a single 'customer' -- and
emailable reporting are the two biggies.)

-- 
/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 slackamp at gmail.com  Wed May 30 17:02:47 2007
From: slackamp at gmail.com (slamp slamp)
Date: Wed, 30 May 2007 17:02:47 -0400
Subject: [rt-users] duplicate e-mail
Message-ID: <78926d250705301402y303c8fcu916a1de2e216a10d@mail.gmail.com>

We have RT setup so any correspondence will be added as a Cc. No
duplicate is being sent if the owner is Nobody. Once the ticket is
owned by somebody that is already a Cc then duplicate comes. Please
help, thanks.


From ruz at bestpractical.com  Wed May 30 17:18:59 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Thu, 31 May 2007 01:18:59 +0400
Subject: [rt-users] duplicate e-mail
In-Reply-To: <78926d250705301402y303c8fcu916a1de2e216a10d@mail.gmail.com>
References: <78926d250705301402y303c8fcu916a1de2e216a10d@mail.gmail.com>
Message-ID: <589c94400705301418v4a74e6edy9e36cc6afa29526@mail.gmail.com>

http://wiki.bestpractical.com/?ScripAction

On 5/31/07, slamp slamp <slackamp at gmail.com> wrote:
> We have RT setup so any correspondence will be added as a Cc. No
> duplicate is being sent if the owner is Nobody. Once the ticket is
> owned by somebody that is already a Cc then duplicate comes. Please
> help, 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 danno at internet2.edu  Wed May 30 17:14:01 2007
From: danno at internet2.edu (dan pritts)
Date: Wed, 30 May 2007 17:14:01 -0400
Subject: [rt-users] Adding Delete Button
In-Reply-To: <4636165C.3010909@chemistry.ohio-state.edu>
References: <4636165C.3010909@chemistry.ohio-state.edu>
Message-ID: <53E72A14-C6D0-4D6F-9438-5C807C6308CA@internet2.edu>

To follow up with a late reply on this thread,

I wanted to do the same thing as Bill.

I poked around for a while but was not successful in adding a delete  
button.

However, I did improve the situation; i added a delete link that  
takes me to a "resolve" page with status preselected as "delete".

It was a simple change to the html/Elements/MyRequests file.  Diff  
below, or at http://people.internet2.edu/~danno/rt

--- MyRequests	2006-04-17 16:39:03.000000000 -0400
+++ MyRequests.orig	2005-02-01 09:20:40.000000000 -0500
@@ -47,17 +47,13 @@
          title => loc("[_1] newest unowned tickets", $rows),
  	title_href => "Search/Results.html".$QueryString &>
  <& /Elements/TicketList,
-        Format => "'<a href=\"$RT::WebPath/Ticket/Display.html? 
id=__id__\">__id__</a>/TITLE:#',
-	'<a href=\"$RT::WebPath/Ticket/Display.html?id=__id__ 
\">__Subject__</a>/TITLE:Subject',
-	QueueName,
-	ExtendedStatus,
-	CreatedRelative,
-	'<A HREF=\"$RT::WebPath/Ticket/Display.html?Action=Take&id=__id__ 
\">Take</a>/TITLE:&nbsp;'.'<A HREF=\"$RT::WebPath/Ticket/Update.html? 
Action=Comment&DefaultStatus=deleted&id=__id__\">Delete</a>/ 
TITLE:&nbsp;' ",
+        Format => "'<a href=\"$RT::WebPath/Ticket/Display.html? 
id=__id__\">__id__</a>/TITLE:#', '<a href=\"$RT::WebPath/Ticket/ 
Display.html?id=__id__\">__Subject__</a>/TITLE:Subject', QueueName,  
ExtendedStatus, CreatedRelative, '<A HREF=\"$RT::WebPath/Ticket/ 
Display.html?Action=Take&id=__id__\">".loc('Take')."</a>/ 
TITLE:&nbsp;' ",
          Query => $Query,
          OrderBy => 'Created',
          Order => 'DESC',
          ShowNavigation => 0,
          Rows => $rows
+
          &>
  </&>
  <%init>


On Apr 30, 2007, at 12:16 PM, William (Bill) Triest wrote:

> Basically a lot of spam gets through our spam filtering and ends up  
> in rt.  We hacked an older version of rt to have a delete button to  
> the right of the take button under RT at a glance so we could  
> easily delete spam.  I've been trying to find "the right way" to do  
> add it back to our current version (3.6.3).
>
> If you go to Customize "N" newest unowned tickets, you can add new  
> Columns.  For the link option you have Display or Take.  I think I  
> just need to add a delete option, and then add a Column (similar to  
> the loc(Take) that's currently in there).  Is this correct?  If so,  
> for the life of me I can't find what I need to edit it, and would  
> appreciate some one pointing me in the right direction.
>
> --Bill Triest
> Systems Specialist
> Department of Chemistry
> The Ohio 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



From nrvs at isep.ipp.pt  Wed May 30 19:28:39 2007
From: nrvs at isep.ipp.pt (Nuno Silva)
Date: Thu, 31 May 2007 00:28:39 +0100
Subject: [rt-users] modify ticket / resolve ticket
Message-ID: <465E08A7.6070002@isep.ipp.pt>

Hello  .

I finished installing and testing rt 3.6.3 with success and made some 
tests and everything seems good.

I have an helpdesk staff to whom i want to assign trouble tickets 
individually, allow them to reply, comment, own... the usual...

But i want to prevent them from modifying the ticket (change ownership 
by instance) without preventing them to resolve the ticket.

If i grant them the modify thicket right they can resolve the ticket but 
at the same time they can change owner...

Is there any way to do "resolve ticket" without having the "modify 
ticket" right?

I have searched the mailing list but i am still without solution.

Thanks

Nuno Silva


From msirkhot at systemsfusion.com  Thu May 31 00:45:05 2007
From: msirkhot at systemsfusion.com (Mohammed Sirkhot)
Date: Thu, 31 May 2007 06:45:05 +0200
Subject: FW: [rt-users] Can't send mail from RT tried everything
Message-ID: <34D31318EC210D448C343C9A182FE3780129F3B4@exchange.sfsa.sysfusion.net>



-----Original Message-----
From: Mohammed Sirkhot 
Sent: Thursday, May 31, 2007 6:45 AM
To: 'Chaim Rieger'
Subject: RE: [rt-users] Can't send mail from RT tried everything

Which logs do u require as opt/rt3/var/log is empty,nothing is been
logged,I have the exim logs ,mysql,http,don't know what else to check

-----Original Message-----
From: Chaim Rieger [mailto:chaim.rieger at up-south.com] 
Sent: Wednesday, May 30, 2007 6:36 PM
To: Mohammed Sirkhot
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Can't send mail from RT tried everything

Mohammed Sirkhot wrote:
>
> Hi,
>
> Please could someone assist, running RT 3.6.3 ,can't get RT to send 
> out the emails,using exim
>
can you post the output from your logs please



From zanky at zanky.net  Thu May 31 02:16:29 2007
From: zanky at zanky.net (Andrea Zancola)
Date: Thu, 31 May 2007 08:16:29 +0200
Subject: [rt-users] search links not working on rt debian package +
	postgresql
Message-ID: <E6F68617-DAC7-498D-ABB2-467F42B0F114@zanky.net>

Hello.

I've installed rt debian package (rt 3.6.1) with postgresql (8.1.8),  
rt seems to work fine but the links "10 highest priority tickets I own",
  "10 newest unowned tickets" and the queues links in quick search  
are not working, giving me a connection reset error in Firefox.

Some experiments directly on urls gave me the sequent results:

not working:
http://rt.mysite.net/Search/Results.html?Order=DESC&Query=%20Owner%20% 
3D%20'22'%20AND%20(%20Status%20%3D%20'new'%20OR%20Status%20%3D% 
20'open')&OrderBy=Priority&Format='%3Ca%20href%3D%22%2FTicket% 
2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23'%2C% 
20'%3Ca%20href%3D%22%2F%2FTicket%2FDisplay.html%3Fid%3D__id__%22% 
3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject'%2C%20Priority%2C% 
20QueueName%2C%20ExtendedStatus
http://rt.mysite.net/Search/Results.html?Order=DESC&Query=%20Owner%20% 
3D%20'22'%20AND%20(%20Status%20%3D%20'new'%20OR%20Status%20%3D% 
20'open')&OrderBy=Priority

working:
http://rt.mysite.net/Search/Results.html?Order=DESC&Query=%20Owner%20% 
3D%20'22'%20AND%20Status%20IN%20('new','open')&OrderBy=Priority

It seems a query problem, how can I fix it?

Andrea.

--
Andrea Zancola

email: zanky at zanky.net
--
Unix is user friendly - it's just picky about it's friends.





From msirkhot at systemsfusion.com  Thu May 31 03:19:03 2007
From: msirkhot at systemsfusion.com (Mohammed Sirkhot)
Date: Thu, 31 May 2007 09:19:03 +0200
Subject: [rt-users] Can't send mail from RT tried everything
In-Reply-To: <465DA7F4.1000608@up-south.com>
Message-ID: <34D31318EC210D448C343C9A182FE3780129F3E3@exchange.sfsa.sysfusion.net>

I am getting the error message below when a ticket is created,still not
receiving the emails

May 31 09:07:53 rt RT: Encode::Guess failed: ; fallback to iso-8859-1
(/opt/rt3/lib/RT/I18N.pm:414)
May 31 09:07:53 rt RT: Scrip Prepare 3 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/Web.pm:446]
[/opt/rt3/share/html/Ticket/Display.html:104]
[/opt/rt3/share/html/Ticket/Create.html:301]
[/opt/rt3/share/html/autohandler:292]
(/opt/rt3/lib/RT/Scrip_Overlay.pm:479)
May 31 09:07:53 rt 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/Web.pm:446]
[/opt/rt3/share/html/Ticket/Display.html:104]
[/opt/rt3/share/html/Ticket/Create.html:301]
[/opt/rt3/share/html/autohandler:292]
(/opt/rt3/lib/RT/Scrip_Overlay.pm:479)
May 31 09:07:53 rt RT: Scrip Prepare 16 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/Web.pm:446]
[/opt/rt3/share/html/Ticket/Display.html:104]
[/opt/rt3/share/html/Ticket/Create.html:301]
[/opt/rt3/share/html/autohandler:292]
(/opt/rt3/lib/RT/Scrip_Overlay.pm:479)
May 31 09:07:53 rt RT: Ticket 6267 created in queue 'IT' by root
(/opt/rt3/lib/RT/Ticket_Overlay.pm:754)



From falcone at bestpractical.com  Thu May 31 09:01:57 2007
From: falcone at bestpractical.com (Kevin Falcone)
Date: Thu, 31 May 2007 09:01:57 -0400
Subject: [rt-users] no emails sent when 'reply'ing (aka corresponding) to
	a ticket
In-Reply-To: <1180537964.27138.508.camel@carlisle>
References: <1180027292.27138.369.camel@carlisle>
	<1180472936.27138.486.camel@carlisle>
	<6EE7AA17-32DE-465F-8C4B-E80670A1FC93@bestpractical.com>
	<1180537964.27138.508.camel@carlisle>
Message-ID: <7B0F9971-AAC2-47FF-98B1-819BC5E427DB@bestpractical.com>


On May 30, 2007, at 11:12 AM, Jonathan C. Detert wrote:

> On Tue, 2007-05-29 at 21:02 -0400, Kevin Falcone wrote:
>> On May 29, 2007, at 5:08 PM, Jonathan C. Detert wrote:
>>>> Are those errors really associated with the failure to send email?
>>>>
>>>> If so, the following urls say that I should rebuild perl wish xs
>>>> support:
>>>>
>>>> http://www.xray.mpe.mpg.de/mailing-lists/perl5-porters/2006-05/
>>>> msg00796.html
>>>> https://bugs.launchpad.net/ubuntu/+source/perl/+bug/46281
>>>> http://www.mail-archive.com/debian-bugs-dist%
>>>> 40lists.debian.org/msg195610.html
>>>
>>> Is this undefined subroutine really the source of the problem?   
>>> If so,
>>> can someone either:
>>>
>>> a) tell me which linux distro has a rt-compatible Scalar/Util.pm by
>>> default
>>
>> Do you have a C compiler?  Scalar::Util cannot build weaken  
>> without it.
>> I have a debian box where the broken Scalar::Util was installed but
>> cpan was able to install a new version that did work.
>
>
> I do have gcc.  I did try last week to rebuild Scalar::Util by
> reinstalling it via CPAN,
>
> 	perl -MCPAN -e shell
> 	install Scalar::Util
> 	quit
>
> but the resultant Util.pm still didn't have a defined 'sub weaken'.  I
> didn't pay much attention to what cpan actually did, so I tried again
> today:
>
> 1) I deleted any Scalar/Util.pm I could find (and there were 3  
> different
> copies, in various places beneath /usr/local/)
>
> 2) i started up the cpan shell (perl -MCPAN -e shell), which told me
> there was a newer version of CPAN available.  I installed it, and
> reloaded it.
>
> 3) within the shell, i typed:
> 	make clean Scalar::Util
> 	install Scalar::Util
>
> This time, I paid attention to what cpan was saying.  It appears to  
> have
> failed, but I have no clue why/how.  It seems to be saying it can't  
> find
> Scalar/Util.pm.  Here are the last 30 or 40 lines of output from it:
> ---------------------------------------------------------------------
> CPAN: File::Temp loaded ok (v0.18)
>
>   CPAN.pm: Going to build G/GB/GBARR/Scalar-List-Utils-1.19.tar.gz
>
> Checking if your kit is complete...
> Looks good
> Writing Makefile for List::Util
> cp lib/List/Util.pm blib/lib/List/Util.pm
> cp lib/Scalar/Util.pm blib/lib/Scalar/Util.pm
> /usr/local/bin/perl "-Iinc" /usr/local/lib/perl5/5.8.8/ExtUtils/xsubpp
> -typemap /usr/local/lib/perl5/5.8.8/ExtUtils/typemap  Util.xs >  
> Util.xsc
> && mv Util.xsc Util.c
> cc -c   -fno-strict-aliasing -pipe -Wdeclaration-after-statement
> -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -O2
> -DVERSION=\"1.19\" -DXS_VERSION=\"1.19\" -fpic
> "-I/usr/local/lib/perl5/5.8.8/i686-linux/CORE"  -DPERL_EXT Util.c
> Running Mkbootstrap for List::Util ()
> chmod 644 Util.bs
> rm -f blib/arch/auto/List/Util/Util.so
> cc  -shared -L/usr/local/lib Util.o  -o blib/arch/auto/List/Util/ 
> Util.so
> \
>                 \
>
> chmod 755 blib/arch/auto/List/Util/Util.so
> cp Util.bs blib/arch/auto/List/Util/Util.bs
> chmod 644 blib/arch/auto/List/Util/Util.bs
> Manifying blib/man3/List::Util.3
> Manifying blib/man3/Scalar::Util.3
>   GBARR/Scalar-List-Utils-1.19.tar.gz
>   /usr/bin/make -- OK
> Catching error: 'Alert: While trying to 'dump' YAML file
>  '/root/.cpan/build/Scalar-List-Utils-1.19-mOIDkN.yml'
> with 'YAML' the following error was encountered:
>   Can't locate Scalar/Util.pm in @INC (@INC
> contains: /usr/local/lib/perl5/5.8.8/i686-linux /usr/local/lib/ 
> perl5/5.8.8 /usr/local/lib/perl5/site_perl/5.8.8/i686-linux /usr/ 
> local/lib/perl5/site_perl/5.8.8 /usr/local/lib/perl5/site_perl / 
> root) at /usr/local/lib/perl5/5.8.8/overload.pm line 88.
>
> ' at /usr/local/lib/perl5/5.8.8/CPAN.pm line 274
>         CPAN::shell() called at -e line 1
>

I'll assume you've done something like remove the ubuntu Scalar::Util  
package?
That would make YAML unhappy

Try to just download Scalar::Util from http://search.cpan.org/dist/ 
Scalar-List-Utils/
and run perl Makefile.PL && make && make test && make install manually.
If you do that, you can also convince yourself that things are happy  
by running
prove -lv t/weak.t to test weaken()

-kevin


>
> cpan[2]>
>
>> Installing /usr/local/lib/perl/5.8.8/auto/List/Util/Util.bs
>> Installing /usr/local/lib/perl/5.8.8/auto/List/Util/Util.so
>> Files found in blib/arch: installing files in blib/lib into
>> architecture dependent library tree
>> Installing /usr/local/lib/perl/5.8.8/List/Util.pm
>> Installing /usr/local/lib/perl/5.8.8/Scalar/Util.pm
>> Installing /usr/local/man/man3/List::Util.3pm
>> Installing /usr/local/man/man3/Scalar::Util.3pm
>>
>> If you don't see Util.so, it didn't build properly.
>>
>> You don't need to rebuild perl, just Scalar::Util.
>
> Ok, got that.  Thanks.  As you can see above, I'm having trouble
> rebuilding Scalar::Util.  Any ideas?
>
> Thanks
>



From shannon_adams68 at yahoo.com  Thu May 31 10:45:01 2007
From: shannon_adams68 at yahoo.com (Shannon Adams)
Date: Thu, 31 May 2007 07:45:01 -0700 (PDT)
Subject: [rt-users] Custom condition in scrip
Message-ID: <482187.35814.qm@web52912.mail.re2.yahoo.com>

I need help writing a custom condition for a script.  What I want to do is "On Comment Notify AdminCcs as Comment", but only if the status is open when the action takes place.  I know I need to change the condition to "User Defined", but I am not sure what to put in the Custom condition and/or the custom action preparation code sections.  Any help will be greatly appreciated.

Thanks,
Shannon Adams




       
____________________________________________________________________________________
Building a website is a piece of cake. Yahoo! Small Business gives you all the tools to get online.
http://smallbusiness.yahoo.com/webhosting 


From gleduc at mail.sdsu.edu  Thu May 31 11:18:25 2007
From: gleduc at mail.sdsu.edu (Gene LeDuc)
Date: Thu, 31 May 2007 08:18:25 -0700
Subject: [rt-users] Custom condition in scrip
In-Reply-To: <482187.35814.qm@web52912.mail.re2.yahoo.com>
References: <482187.35814.qm@web52912.mail.re2.yahoo.com>
Message-ID: <6.2.1.2.2.20070531081426.02394898@mail.sdsu.edu>

Hi Shannon,

You don't need a user-defined action.  Try using this as your user-defined 
condition:

{ return $self->TransactionObj->Type eq 'comment' && 
$self->TicketObj->Status eq 'open'; }

Regards,
Gene

At 07:45 AM 5/31/2007, Shannon Adams wrote:
>I need help writing a custom condition for a script.  What I want to do is 
>"On Comment Notify AdminCcs as Comment", but only if the status is open 
>when the action takes place.  I know I need to change the condition to 
>"User Defined", but I am not sure what to put in the Custom condition 
>and/or the custom action preparation code sections.  Any help will be 
>greatly appreciated.


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



From gcecchi at peviani.it  Thu May 31 11:27:09 2007
From: gcecchi at peviani.it (Gianluca Cecchi)
Date: Thu, 31 May 2007 17:27:09 +0200
Subject: [rt-users] 3.6.4rc1:10 newest unowned tickets is double wrong
Message-ID: <A6EA8BA3E2776540BBC22A6C4D259D7301689454@MAILSERVER.pevianimail.local>

Don't remember if it was the same with 3.6.3. I don't have it at the
moment on the system...

1) The part in subject, as seen accessing homepage is incorrect: it
tells newest, but I see instead the oldest 10 tickets.

So for example if I have 13 unowned tickets, I don't see latest three
ones in this initial screen.

2) On top of this 10 tickets list, there is an hyperlink (that is the
title of the display itself) called:
10 newest unowned tickets. 
Apart form the error in 1) I'm brought to think that going to follow
this hyperlink I will go at what it says.
Instead I get a screen where I get ALL the unowned tickets; in my case
13. Infact the title of the resulting screen says "Found 13 tickets"
In my opinion it would be correct to have the title without hyperlink in
it, followed on the same line by something like

(see all unowned tickets)

Perhaps with only the word "see" as hyperlink...

Is this the behaviour also for you, or does it depend on a
misconfiguration of mine?

Gianluca 
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From sarah at bottlenose-wine.com  Thu May 31 13:29:28 2007
From: sarah at bottlenose-wine.com (Sarah Pomerantz)
Date: Thu, 31 May 2007 13:29:28 -0400
Subject: [rt-users] Global scrip modification - action failing
Message-ID: <2F0B97FC-74D9-416E-BBEF-12BDBA6AA120@bottlenose-wine.com>

Hello,

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

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

Description: Owner Comment Notification
Condition: On Comment
Action: Notify Owner
Template: Global template: Admin Comment
Stage: Transaction Create

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

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

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

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

Thank you,
Sarah Pomerantz
sarah at bottlenose-wine.com



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From ruz at bestpractical.com  Thu May 31 18:45:53 2007
From: ruz at bestpractical.com (Ruslan Zakirov)
Date: Fri, 1 Jun 2007 02:45:53 +0400
Subject: [rt-users] 3.6.4rc1:10 newest unowned tickets is double wrong
In-Reply-To: <A6EA8BA3E2776540BBC22A6C4D259D7301689454@MAILSERVER.pevianimail.local>
References: <A6EA8BA3E2776540BBC22A6C4D259D7301689454@MAILSERVER.pevianimail.local>
Message-ID: <589c94400705311545h51690d0fse0bb1b81f802cc81@mail.gmail.com>

Let me describe what's going on here:
1) wrong order sounds like a bug, it should be ordered by Created date
starting from the most recent one.
2) about number of tickets you see.
On "RT at glance" page we limit list by user's preferences
(Preferences -> RT at glance -> Rows per box). Header of a box on "RT
at glance" points to a page with results of the same search, but as
far as I know people want to see more tickets on this page. And the
latter was true until 3.6.2 or 3.6.3, where we had broken it. I tried
to fix it for 3.6.4 and the current behavior in rc1 is the following:
* on "rt at glance" you see as many tickets as you specified in preferences.
* when you click on the link you get to a search result with as many
tickets as defined in saved search (those boxes we're talking about
are saved searches).

I find this very flexible, for example I can have boxes with 10
tickets on the glance page, but I click "tickets I own" link and get
all tickets, however I click "unowned tickets" and get to a page with
100 (whatever is stored in properties of the saved search) tickets.

On 5/31/07, Gianluca Cecchi <gcecchi at peviani.it> wrote:
>
>
>
> Don't remember if it was the same with 3.6.3. I don't have it at the moment
> on the system?
>
> 1) The part in subject, as seen accessing homepage is incorrect: it tells
> newest, but I see instead the oldest 10 tickets.
>
> So for example if I have 13 unowned tickets, I don't see latest three ones
> in this initial screen.
>
> 2) On top of this 10 tickets list, there is an hyperlink (that is the title
> of the display itself) called:
> 10 newest unowned tickets.
> Apart form the error in 1) I'm brought to think that going to follow this
> hyperlink I will go at what it says.
> Instead I get a screen where I get ALL the unowned tickets; in my case 13.
> Infact the title of the resulting screen says "Found 13 tickets"
>
> In my opinion it would be correct to have the title without hyperlink in it,
> followed on the same line by something like
>
> (see all unowned tickets)
>
> Perhaps with only the word "see" as hyperlink?
>
> Is this the behaviour also for you, or does it depend on a misconfiguration
> of mine?
>
> Gianluca
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.

From sashag at austbrokers.com.au  Thu May 31 19:08:46 2007
From: sashag at austbrokers.com.au (Sasha Gerrand)
Date: Fri, 1 Jun 2007 09:08:46 +1000
Subject: [rt-users] Can't send mail from RT tried everything
In-Reply-To: <34D31318EC210D448C343C9A182FE3780129F3E3@exchange.sfsa.sysfusion.net>
References: <465DA7F4.1000608@up-south.com>
	<34D31318EC210D448C343C9A182FE3780129F3E3@exchange.sfsa.sysfusion.net>
Message-ID: <11C1048FB499954D9C888EF15148AF0CB27BA9@austbdc.austbrok.local>

It might be more useful if you check your exim and syslog log files for
the breakpoint. 

Also, if it currently isn't, set your RT log settings to debug.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mohammed
Sirkhot
Sent: Thursday, 31 May 2007 5:19 PM
To: Chaim Rieger
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Can't send mail from RT tried everything

I am getting the error message below when a ticket is created,still not
receiving the emails

May 31 09:07:53 rt RT: Encode::Guess failed: ; fallback to iso-8859-1
(/opt/rt3/lib/RT/I18N.pm:414)
May 31 09:07:53 rt RT: Scrip Prepare 3 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/Web.pm:446]
[/opt/rt3/share/html/Ticket/Display.html:104]
[/opt/rt3/share/html/Ticket/Create.html:301]
[/opt/rt3/share/html/autohandler:292]
(/opt/rt3/lib/RT/Scrip_Overlay.pm:479)
May 31 09:07:53 rt 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/Web.pm:446]
[/opt/rt3/share/html/Ticket/Display.html:104]
[/opt/rt3/share/html/Ticket/Create.html:301]
[/opt/rt3/share/html/autohandler:292]
(/opt/rt3/lib/RT/Scrip_Overlay.pm:479)
May 31 09:07:53 rt RT: Scrip Prepare 16 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/Web.pm:446]
[/opt/rt3/share/html/Ticket/Display.html:104]
[/opt/rt3/share/html/Ticket/Create.html:301]
[/opt/rt3/share/html/autohandler:292]
(/opt/rt3/lib/RT/Scrip_Overlay.pm:479)
May 31 09:07:53 rt RT: Ticket 6267 created in queue 'IT' by root
(/opt/rt3/lib/RT/Ticket_Overlay.pm:754)

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


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


From gentgeen at linuxmail.org  Thu May 31 21:17:13 2007
From: gentgeen at linuxmail.org (Kevin Squire)
Date: Thu, 31 May 2007 21:17:13 -0400
Subject: [rt-users] Create new ticket as stalled
Message-ID: <20070531211713.4a95717a@localhost.localdomain>

I have set up an approval system similar to what is found on the wiki (
http://wiki.bestpractical.com/index.cgi?ApprovalCreation )

My two queues are "TimeOff" and TimeOff-Approval"

a staff member opens a ticket in "TimeOff" and that creates the two
tickets in "TimeOff-Approval" that the Supervisor and HR need to sign
off on first.

I would like to make the ticket in "TimeOff" stalled until both
approvals are OKed.  Then after they are OKed the ticket would be
changed to open.

I already have OpenDependantsOnResolve (from Wiki also) in place
globally, so I am pretty sure the second part of my request is already
done.

I just need to figure out how to stall the new ticket, or have it
created as stalled.



-- 
http://gentgeen.homelinux.org

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